Changes made in Panoply - Version 2.132

1. Call Qualification (Service department)

Service coordinators have the option to route service calls to pass through 'Call qualification' - meaning the call is put through a call center. When marked 'Yes', the call will be first routed to a call center. If 'No', the call would directly get assigned to engineer, with a scheduled date for field visit.  

When a service call is assigned to a telecaller (also known as 'qualifier'), the telecaller can either mark the call 'Completed' OR mark 'Field visit required'. In such case the call status moves back to 'Ready' state, and the service coordinator would assign an engineer to the call / schedule a field visit to resolve the issue. Also note that the telecaller can mention their comments in the 'Remarks' column.

2. Instructions for Sales team - when service call has to wait for PO (Service & Sales department)

Sometimes a PO is deemed necessary before scheduling a service call for field visit. In such case, Service Coordinator would choose the 'Wait for PO' option. The service call can be scheduled only after an enquiry/lead is created and linked to a customer PO. Service coordinator will copy the remarks, entered earlier by the telecaller (from 'Notes for rescheduling' field) and copy it in the 'Instructions for quote' field as instructions for the sales department during the lead/quote creation (ref below screenshot). 

Note that the 'instruction for quote' will appear in the sales enquiry created (automatically) for the call - in the 'Enquiry Description' field (ref below screenshot)