Call States
Your system automatically assigns a call state to a call when it is opened and closed, to indicate the current status of the call. You cannot delete any of these values, you can only rename them.
Your system automatically assigns a call state to a call when it is opened and closed, to indicate the current status of the call. You cannot delete any of these values, you can only rename them.
| Closed | The call was resolved and no further action is required. |
|---|---|
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Call States to open the window. A list of states appears. You can adjust the column widths if required.
In the Title column, highlight the call state title that you want to rename.
Enter the new title.
Save the changes. Provide the Change Reasons if prompted to do so.
Open
The call is still active.
Open/Resolved
The call is resolved and has been forwarded to an Analyst or group for closure.
This is used only when closure rules are applied to the system.
Open/Unresolved
This is similar to Open/Resolved but the call is not yet resolved.
Closed/Unresolved
Although the call was not resolved, no further action on the call is required.