Call Types - Best Practice / Set Up

It is important for call types to be set up correctly and linked to a correct category

View your list of Call Types in eAutomate under: Tools / Lists & Codes / Call Types


Break/fix type calls should be set to a CM-Corrective Maintenance to track response times, as well as other reports correctly, more here.

Below is an example list of codes, our advice is to start with a short list and expand as needed.

Calltype Category Description
BP CM  Broken Part
eInfo CM  Call entered via web
CQ CM  Copy Quality
DF CM  Document Feeder
FQC CM  Field Quality Check
NO CM  Noise
PJ CM  Paper Jam
POWER CM  Power Problems
FINISHER CM  Finisher problems
Control Panel CM  Control Panel
TONER CM  Toner related issues
FAX CM  Fax issues
CCODE CM  Diagnostic Code
CC CC  Courtesy call
CI CC Contract Inspection
TRNInstall CC  Training on New Install
TRNAddlTraining CC  Additional Training Requested
Demo IR  Deliver/Pick Up Demo
Install IR  Delivery Install
Move IR  Equipment Move
Ship-In IR  Delivery Ship-In
Ship-Out IR  Ship-Out
PU Lease Ret IR  Pickup Return To Lease 
IHR IR  In-House Repair
Loan-Rental IR  Deliver/Pick Up Loaner Rental
Network Install IR  Network installation
Networking O   Network IT Issue
MSC O   Miscellaneous Call
TA O   Tech assist
COP PF  Clear over Phone
PF PF  PhoneFix - Resolved Issue with Phone Call
Set Up New SH  Setup New Equipment


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