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Using
Call Groups - HEAT Call Groups allow calls
to be queried based on certain criteria. You can create you own
Call Groups if you wish but there are several already available
to use. To open a Call Group, click on the Open Call Group Folder
or select Open Call Group from the Group menu.
Which
Call Group To Use: When you select Open Call Group, the Groups
are organized in four ways. Personal are Call Groups you create
yourself. Team are Call Groups that have been set up only for your
team. Global Call Groups are for everyone in the HEAT system and
All list all Call Groups which apply to you.
Global
Call Groups:
All
Active Calls: This lists all calls in the HEAT system that are
Open or Reopened.
All
Calls: This lists all calls in HEAT.
All
Calls For Type: This prompts you to choose a Call Type and then
lists all calls in HEAT for that Call Type.
My Active Assignments: This lists all calls that are assigned
to you and are still Open or Reopened.
Note:
If there is a call in My Active assignments which you have marked
as Completed be sure you have clicked Quick Close to Close the Call.
If it has been Reopened and Reassigned, change the Resolution from
Completed to Reassigned and save the call. This will remove it from
you My Active Calls List.
My
New Assignments: This lists all calls that are assigned to you
which haven't been acknowledged yet. Once you acknowledge the call
and save it, it will no longer show up in My New Assignments, only
in My Active Assignments.
Open
Calls For Group: This lists all Open calls in HEAT that are
assigned to as specific group.
Open
Calls For Type: This prompts you to choose a Call Type and then
lists all Open calls in HEAT for that Call Type.
Note:
If you check for new calls and someone else shows up in the Assignment
but it is marked Reassigned look down in the bottom right corner
of the assignment tab. There should be a blue arrow which allows
you to click through all assignments for that call.
If
you have a need for other Call Groups, please contact the HEAT administrator.
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