Before you start
Read Introducing Nano before continuing.
This topic provides an overview for working with calls in Nano.
More detailed information is available in:
- Calls Details in Nano - descriptions of the fields on the call details window and how use the Status field to perform actions on the call.
- Calls Outstanding in Nano - how to view all calls requiring your attention and perform actions on them from the table of results.
- Call Search in Nano - how to search for calls and perform actions on them from the table of results.
Overview
Log a call by selecting New Call from the My Options menu, then complete the call details and press Save.
Search for a call using the Search or Outstanding windows, or by typing the call number into the Quick Search.
Update a call by updating the call fields and then press Save.
Resume Service on a call by updating the Issue Status field with a status configured with the Resume Service function and then press Save.
Assign a call using any of the following methods:
- Open the call details, select an analyst or group in the Assign To field and then press Save.
- On the Search or Outstanding window, select the call record, press
on the toolbar, complete the call forward details and then press OK. - On the Search or Outstanding window, right-click the call record, select Forward, complete the call forward details and then press OK.
Close a call using any of the following methods:
- Open the call details, change the Issue Status field to a status configured with the Close function and then press Save.
- On the Search or Outstanding window, select the call record, press
on the toolbar, complete the call close details and then press OK. - On the Search or Outstanding window, right-click the call record, select Close, complete the call close details and then press OK.