Deferring a Call
Deferring a call enables you to save the details of a call as it has been logged or updated, but put off any action until a later stage.
Simply put, deferral is essentially how you would perform a status change or update to the overall state of the ticket. For example, you may want to change the status from "In Progress" to "Awaiting Information". The deferral button will allow you to make these kinds of changes. It will also allow you to setup reminders and suspend the ticket. If configured, you can even add a reminder to your calendar.
Display the Call Details window, if it is not already on screen.
Scroll to the bottom of the window if necessary, and choose the Defer explorer option.
Any applicable IPK rules are triggered at this point.
The Defer Call <call number> window appears. Complete the details.
5. Select OK to defer the call and close this window. This is the same as double-clicking on the name. Selecting OK New defers the call and opens a new Call Details window. Back to Main returns you to the Call Details window of the current call.
The call details and history are updated. The Call History window displays your action and the status you assigned to the call.
Immediately after saving this call information, the Calls Outstanding window will be refreshed giving updated information on escalated calls and calls referred to you for your attention.