Using On-Hold Codes on Service Calls
When you enter calls in the Dispatch Console, e-automate looks to see if the bill-to customer for the equipment is on hold. If the bill-to customer is on hold, e-automate enters the call into the Dispatch Console as On Hold. The Dispatch Console does not allow you to dispatch calls that are on hold.
In order for you to dispatch a call that is on hold you must release the call from hold. You determine which personnel have rights to release credit hold. Once a call has been released from hold, service personnel can act on that call.
Two on-hold reasons are shipped with e-automate: Credit Hold and Waiting for Parts. You can define other on-hold reasons in Lists and Codes For more information, see the Creating On Hold Codes topic.
Getting to the TransactionGetting to the Transaction
On the e-automate toolbar, click [Dispatch] to open the Dispatch Console window.
In the Technicians region, select the technician on whose call you want to place or release hold status. E-automate displays calls assigned to this technician.
In the Service calls for XX- region, select the call to be placed or released from hold.
Basic InformationBasic Information
To place a call on hold, do the following:
Right-click on the call and select Set Call on Hold. The Set on Hold window displays.
In the On hold code field, use the lookup icon to select the on-hold code.
To release a call from hold, do the following:
Right-click on the call and select Set/Release on Hold. The Set/Release on Hold window displays.
Leave the On hold code field blank to release the hold status.
Completing the TransactionCompleting the Transaction
Click [OK] to place a hold or to release the service call from hold.
Non-supported ReleaseNon-supported Release
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