Call Status Titles

Analysts can select a Call Status Title when forwarding, deferring or closing a call, to indicate the status of the call (such as Resolved, In Progress, Investigation). You can create, rename and delete Call Status Titles, as well as change the order in which they are displayed.

Creating a Call Status Title

Before you start

As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.

Ensure you are in the correct partition before applying the settings.

You must have IPK Setup selected in the Admin tab of your General Access Security Role in order to configure any IPK administration settings.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the IPK Management group , scrolling up or down if necessary. You may need to expand the group to see the options.

  2. Select Call Status Titles to open the window. A list of existing call status titles is displayed. (You may like to adjust the column widths to see all of the columns.)
  3. Select . A new row is inserted in the browse table.
  4. Type the name of the call status you want to create.
  5. Define settings for the call status:


Default

Default status to display on the Call Defer window in Core, and the default status assigned to new calls created in Nano.

Only one status can be set as a default status.
Resolve

Default status to display on the Call Close window in Core.

Only one status can be set as a resolve status.

All settings below this point apply only to Nano.

Parent Status

Select to designate a status as the parent of the statuses beneath it. Multiple parent statuses can be defined, turning each status between them into 'child' statuses of the parent above. Only statuses defined as Parents appear as columns in the Kanban layout in Nano, and each call is displayed within it's parent status column.

Close
  • When a status with this setting is assigned to a call in Nano, that call is closed.
  • Closed calls can be reopened in Nano using the Re-Open button; changing the status will not automatically re-open it.
    		•
    Clock Stop
  • Selecting this status for a call in Nano will stop the SLA clock. Statuses without this setting will start the SLA clock.
    • Resume Service

    Selecting this status on a call in Nano resumes service. SLA events will be closed; changing the status will not re-start the clock.
    Image
  • Select an image from the list to denote the function that will be performed on the call when it is saved with that status. The image is displayed beside the status name in Nano. Select None to display no icon.

    • A status configured to close the call should be assigned the Close image.

    Approve
    Authorize
    Close
    None no image
    Reject
    Service Resume
    Stop Clock
    Unauthorize
    Update
    User
    1. Select to save the changes. Provide the Change Reasons if prompted to do so.

    Updating a Call Status Title

    Before you start

    As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.

    Ensure you are in the correct partition before applying the settings.

    You must have IPK Setup selected in the Admin tab of your General Access Security Role in order to configure any IPK administration settings.

    1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the IPK Management group , scrolling up or down if necessary. You may need to expand the group to see the options.

    2. Select Call Status Titles to open the window.
    1. Select the status you want to update and make the necessary changes. You can overwrite the existing name with a new one, select/deselect the setting checkboxes, or change the order in which the statuses are listed on the defer, forward, or close windows using the and buttons.
    2. Select to save the changes. Provide the Change Reasons if prompted to do so.

    Deleting a Call Status Title

    Before you start

    As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.

    Ensure you are in the correct partition before applying the settings.

    You must have IPK Setup selected in the Admin tab of your General Access Security Role in order to configure any IPK administration settings.

    1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the IPK Management group , scrolling up or down if necessary. You may need to expand the group to see the options.

    2. Select Call Status Titles to open the window.
    1. Select the call status title you want to delete. Select . If you attempt to delete the system default, you will receive a warning message.
    2. Select to save the changes. Provide the Change Reasons if prompted to do so.