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    Proper Way To Close The Call in BAM

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    Proper Way To Close The Call in BAM

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    leonardo333555
    7 views8 pages

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    Proper way to close the call in BAM

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    Copyright:

    © All Rights Reserved
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    7 views8 pages

    Proper Way To Close The Call in BAM

    Uploaded by

    leonardo333555

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 8

    Proper Way to Close a Call in

    BAM
    Purpose
    ► The purpose of this document is to provide instructions on how to close a call (ticket)
    properly in BAM. It is important for every employee to understand and know how to update
    & close a work order in the BAM to prevent any payment issues, system errors, escalations
    and helpdesk tickets requesting to correct mistakes. A call can either be closed or
    cancelled in BAM in order to push it to billing.

    Objective
    ► Call Close Reasons
    ► Call Cancel Reasons
    ► Examples
    Determine if the call needs to be cancelled or closed in BAM based on the work order
    scenario.
    ► If the call does not have a ‘Completed’ or ‘Customer/Parts not available’ trip added to
    it, (meaning if we have not been onsite yet for this call), ‘Cancel’ the call.
    ► If we have already been onsite at least once, you are to close the call.
    ► The work order should be Canceled if one of the following reasons apply:
    ► Bridge Issue Wrong Queue
    ► Partner Request
    ► Unable to Fulfill Customer Request
    ► Test Ticket
    ► Duplicate Service Order
    ► Unable to Make Customer SLA
    ► Customer not Available for Service
    ► Service no Longer Needed
    ► Other
    ► The Call should be ‘Closed’ if the issue has been resolved over the phone, so the service
    is no longer needed and one of the below reasons apply to it:
    ► Toner
    ► Reconfigured Device
    ► Cleared Jams
    ► Cleared Print Queue
    ► Reset NIC Connection
    ► No Issue when Called
    ► Driver Update Resolved
    ► User Error
    ► Walked EU Through Software Resolution
    ► Customer Installed Part
    ► Consumable Part Ordered Through HD
    ► Other
    ► If the issue has NOT been resolved over the phone but you have had the call on hold for
    3+ days or the client advised to close it at this time (This is valid if we have already
    been onsite and there is a trip added to the call)
    ► Move the call to ‘Pending Customer Action’
    ► Use the button ‘Pending Close Call’, it will push the call to Pending Call Close (PCC) and
    you can move it to ‘Billing’ from there.
    Example of Canceling a Call
    ► Call# 12345 is in ‘Pending Customer Action’ waiting for the customer to respond on the phone
    and schedule an appointment. The Client just advised us to cancel/close the call because the
    customer managed to resolve the issue by himself.

    ► Check the ‘Technician Trip Detail’ and verify if we have been onsite at this location or not.
    Based on the below picture, there is not trip added to this ticket and since this is not a phone
    fix, it means you should cancel the call.
    ► Click the ‘Cancel Call’ button and select ► The proper reason for this one would be
    the proper reason of cancellation. ‘Service No Longer Needed’
    ► After selecting the reason, an additional
    field will pop up that you need to fill
    out with the name of the person who
    confirmed the service is no longer
    needed (Name of the client/partner
    that requested to cancel/close)
    Example of Closing a Call
    ► Call# 56789 is in ‘Pending Customer Action’, we had a Customer Engineer onsite who
    attempted to perform the service, but the customer asked him to return another day as they
    are not ready for service. An ADM has been calling for 3 days without getting any response. As
    per SOP, we must cancel/close the ticket if there has been no update in 3 business days.

    ► Check the ‘Technician Trip Detail’ and verify if we have been onsite at this location or not.
    Based on the example, there is 1 trip added to this ticket meaning that we have been onsite
    once, so you are to close the call and not cancel it.
    ► Since this is not a phone fix, you can NOT use the ‘Call Resolved on the Phone’ button.
    ► Use ‘Pending Close Call' button; it will push the case from ‘Pending Customer Action’ to
    ‘Pending Call Close’ and you can proceed and move it to ‘Billing’.
    NOTE: If Barrister was able to resolve the issue through the phone, ALWAYS use the ‘Call
    Resolved on the Phone’ button.

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