Forwarding a Call Internally

  1. Display the Call Details window, if it is not already on screen.
  2. Scroll to the bottom of the window if necessary, and select
  3. Select or select the Internal explorer option. 

    4. This action may trigger an IPK Workflow Rule which may allow the call to be automatically assigned to an analyst/group defined in the rule.

  4. The Forward Internally window is displayed. Complete the details.

    5. Forward To

    Select the appropriate radio button to choose where you want to send the call.

    Analysts

    displays all the support analysts in your system. If an analyst belongs to more than one group, the groups to which the analyst belongs are displayed below the analyst’s name. Click the + next to the analyst’s name to view the groups to which the analyst belongs. In this view, you can select either the analyst to whom you want to forward the call.

    If a group is selected in this view, the call will be forwarded to the analyst and not the group. However, the call will be assigned to the selected group.
    Groups displays all the IPK groups to which you have access and which are linked to the partitions to which you have access
    Analysts by Groups

    displays all the analysts categorized by the group to which they belong. An analyst who belongs to more than one group will be displayed in every group to which they belong. To view a list of analysts in a group, click + next to the group name. In this view, you can select either an analyst or a group to forward to the call.

    Forwarding to empty groups (groups with no analysts assigned to it) is permitted as empty groups are sometimes used as a way to control workflow. Analysts with access to all calls in their roles would be able to action on these calls.

    Select the name of the analyst or group to whom you want to forward the call. Note that double-clicking the name of the group or analyst immediately forwards the call.

    Call Status Select the status that reflects the current state of the call.
    Suspended

    Select this checkbox to suspend the call up until the date you specify in the next field.

    Taking action on a call does not remove the suspension from the call. To do so, you have to manually remove the suspension by clicking the Reset Suspension toolbar button on the Calls Outstanding window. In order for a call to come out of a suspended state, the polling service must be running.
    Reminder

    For a reminder email to be sent, your system must have Email at Escalation enabled in the IPK Management section of the Messaging window.

    Select this checkbox to set a reminder on the call. The system will send you a reminder email on the date you specify in the next field.

    In order for a call to come out of a Remind state, the polling service must be running.
    Send Pager sends a pager message to the analyst or group to whom you are forwarding the call
    Send Email

    sends an email to the analyst or group to whom you are forwarding the call

    If you are forwarding the call to an MMA analyst (or group whose members are MMA analysts), an email will be sent, regardless of whether or not you select the Send Email option on the Forward Internally window.
    Work Load displays the number of open calls assigned to each analyst and group

  5. When you have selected the analyst or group you want to receive the call, select to forward the call and close this window. This is the same as double-clicking on the name. Selecting forwards the call and opens a new Call Details window. returns you to the Call Details window of the current call.

  6. The call is forwarded to the selected analyst or group. If your system is configured for email upon escalation, an email will also be sent to the analyst.

  7. Unless you suspended the call, the forwarded call appears on both your and the analyst/group’s Calls Outstanding window with a physical status of Forward Internally and Forward To You, respectively. When the analyst/group actions the call, it is no longer displayed in your Calls Outstanding window. Immediately after this call is sent, your Calls Outstanding window is refreshed to give you updated information on escalated calls and calls referred to you for your attention. Suspended calls can be viewed using the Suspended Calls filter on the Calls Outstanding window and the words "Call Suspended" in the title bar of the Call Details window. When the suspension time has passed, the call will return to the Calls Outstanding filter.
  8. If there are First Call Back or Response SLA events for an SLA applied to the call, these can be closed through the Service window. If you are forwarding a new call that you have not yet saved, and wish to complete a first call back, you should go back to the main Call Details window, and save the call in order to allow the system to apply an SLA.