1.Functional Description
This function is to be called to calculate the escalation date/time for the Call Record (F1755) and for the Workflow record (F98865).
1.1Purpose
This function is to be called to calculate the escalation date/time for the Call record (F1755) and for the Workflow record (F98865). This calculation
is based on an incoming date/time and uses the Call Type (F1752) and Call Priority (F1753) information to determine new date/time of escalation.
1.2Setup Notes and Prerequisites
The function expects that call escalation percentages have been set up (F1753) for the call priority either at a blank queue level or for the individual
queue that the call record belongs to. It expects the response time from the Call Types (F1752) to be fetched before calling and sent in.
1.3Special Logic
2.1Parameters:
Data Item Data Structure Description I/ORequired Notes
CALLQ Call Queue IY Call Queue
PRIOR Priority IY Call Priority
CDATE Commitment Date I Y Commitment Date
CTIME Commit Time IY Commitment Time
AN8 Assignee IY Assignee Number
ESC1 Escalation Level IY Escalation level
ESDTE Escalation Date OY Escalation Date
ESTME Escalation HhMmSs OY Escalation Time
DSS7 Message Level ON Message level in WFS (F00150) to use
EPRIR Escalation Priority ON Escalation priority
RSTM Response Time IY Response time associated with call type
2.2Related Tables
Table Table Description
F1753Call Priority
F0007Work Day Calendar
F1797CSMS Address Information
2.3Related Business Functions
Source NameFunction Name
N1700800ConvertTimeHHMMSSToDecimal
N1700840F1797FetchRecord
B1700690F0007GetDayofTheWeek
2.4Processing
• Get escalation percentages from F1753 for call queue and
• Convert commit time from HHMMSS to HH.MM by calling business function N1700800.
• If percentage is 100, escalation date/time is the same as commit date/time.
• If percentage is < 100, subtract calculated amount from commit date/time for esc date/time.
• Use work day calendar to determine if previous day is work day.
• If percentage is > 100, add calculated amount to commit date/time for esc date/time.
• Use work day calendar to determine if next day is work day.
• Convert the escalation hours back to hh:mm:ss format.
D1701090C - Calculate Case Escalation Date/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
| ||||
| szPriority | PRIOR | char | REQ | INPUT |
The values that indicate the severity of the customer issue. | ||||
| jdDateCommitment | CDATE | JDEDATE | REQ | INPUT |
The commitment date that the system calculates for returning the maintenance request or work order. | ||||
| mnCommitTime | CTIME | MATH_NUMERIC | REQ | INPUT |
The duration specified in minutes, that were committed to the customer.
For example: A commitment to call back in 3 hours would have a
| ||||
| mnAssignee | AN8 | MATH_NUMERIC | REQ | INPUT |
A number that identifies an entry in the Address Book system, such as employee, applicant, participant, customer, supplier, tenant, or
| ||||
| cEscalationLevel | ESC2 | char | REQ | INPUT |
The status code used to track our commitment to the customer or an escalation. | ||||
| jdEscalateDate | ESDTE | JDEDATE | OPT | NONE |
The date to escalate the customer call. | ||||
| mnEscalateHhMmSs | ESTME | MATH_NUMERIC | OPT | NONE |
The time to escalate the customer call. | ||||
| mnMessageLevel | DSS7 | MATH_NUMERIC | OPT | NONE |
A number that reorders a group of records on the form. | ||||
| szEscalationPriority | EPRIR | char | OPT | NONE |
A user defined code (17/PR) that specifies the escalation priority for maintenance requests. | ||||
| mnResponseTime | RSTM | MATH_NUMERIC | OPT | NONE |
The guaranteed time during which service will be completed, as provided by a service contract, from the time that a provider logs a
| ||||
| None |
| None |