CalculateCommitTime

Calculate Commitment Time

Minor Business Rule

Object Name: N1700220

Parent DLL: CCRIN

Location: Client/Server

Language: NER

1.Functional Description

This business function will take the start date and time for a specific call queue, call type, call
priority and escalation percentage and will return the date and time by which the call (in minutes) is
to have an initial response.

1.1Purpose
The business function will take the incoming call queue number, and call type to retrieve the
commitment time (in minutes) from F1753.

The escalation percentage will be retrieved from F1752 by using the call queue number, call priority,
and escalation flag.

Both of the values retrieved from the tables will be used to calculate the commitment date and time
to be returned to the calling application.

The Commit Duration will also be calculated and returned to the calling application.

1.2Setup Notes and Prerequisites

Tables F1752 and F1753 must be set up to calculate the commitment time.

1.3Special Logic

Commit Time = Call Start Time + (Commit Time (F1752) * Escalation Percentage (F1753)/100)
Commit Duration = Commit Time (F1752) * Escalation Percentage (F1753)/100

Data Structure

D1700220 - Calculate Commitment Time

Parameter Name Data Item Data Type Req/Opt I/O/Both

mnCallQueue CALLQ MATH_NUMERIC REQ INPUT

The address number of the case provider group. To resolve customer problems, the system or a person can assign case to provider
groups. A provider group might be that of a specific service person, or it might be a group that is used to monitor and assign requests to the
provider groups of service personnel.

cCallType CT01 char REQ INPUT

A code that specifies the type of case.

szCallPriority PRIOR char REQ INPUT

The values that indicate the severity of the customer issue.

cEscalationStatus ESC1 char REQ INPUT

The status code used to track our commitment to the customer or an escalation.

jdStartDate UPMJ JDEDATE REQ INPUT

The date that specifies the last update to the file record.

mnStartTime UPMT MATH_NUMERIC REQ INPUT

The time that specifies when the program executed the last update to this record.

jdCommitDate UPMJ JDEDATE REQ OUTPUT

The date that specifies the last update to the file record.

mnCommitTime UPMT MATH_NUMERIC REQ OUTPUT

The time that specifies when the program executed the last update to this record.

szCostCenter MCU char REQ INPUT

An alphanumeric code that identifies a separate entity within a business for which you want to track costs. For example, a business unit
might be a warehouse location, job, project, work center, branch, or plant. You can assign a business unit to a document, entity, or person for
purposes of responsibility reporting. For example, the system provides reports of open accounts payable and accounts receivable by
business unit to track equipment by responsible department. Business unit security might prevent you from viewing information about business units
for which you have no authority.

mnCommitDuration COMD MATH_NUMERIC OPT NONE

The length of time (stored in minutes as an integer) that was committed to the customer. This length of time is used to set due dates/times
and escalation dates/times.

Related Functions

None

Related Tables

None

Parameter Name	Data Item	Data Type	Req/Opt	I/O/Both
mnCallQueue	CALLQ	MATH_NUMERIC	REQ	INPUT
The address number of the case provider group. To resolve customer problems, the system or a person can assign case to provider groups. A provider group might be that of a specific service person, or it might be a group that is used to monitor and assign requests to the provider groups of service personnel.
cCallType	CT01	char	REQ	INPUT
A code that specifies the type of case.
szCallPriority	PRIOR	char	REQ	INPUT
The values that indicate the severity of the customer issue.
cEscalationStatus	ESC1	char	REQ	INPUT
The status code used to track our commitment to the customer or an escalation.
jdStartDate	UPMJ	JDEDATE	REQ	INPUT
The date that specifies the last update to the file record.
mnStartTime	UPMT	MATH_NUMERIC	REQ	INPUT
The time that specifies when the program executed the last update to this record.
jdCommitDate	UPMJ	JDEDATE	REQ	OUTPUT
The date that specifies the last update to the file record.
mnCommitTime	UPMT	MATH_NUMERIC	REQ	OUTPUT
The time that specifies when the program executed the last update to this record.
szCostCenter	MCU	char	REQ	INPUT
An alphanumeric code that identifies a separate entity within a business for which you want to track costs. For example, a business unit might be a warehouse location, job, project, work center, branch, or plant. You can assign a business unit to a document, entity, or person for purposes of responsibility reporting. For example, the system provides reports of open accounts payable and accounts receivable by business unit to track equipment by responsible department. Business unit security might prevent you from viewing information about business units for which you have no authority.
mnCommitDuration	COMD	MATH_NUMERIC	OPT	NONE
The length of time (stored in minutes as an integer) that was committed to the customer. This length of time is used to set due dates/times and escalation dates/times.