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Booking Emergency and Contract-Based Appointments

Sometimes you might want to request and fulfill immediate or urgent appointments. For example, you might schedule some appointments because of an emergency or because of contractual obligations involving service-level agreements.

Oracle Real-Time Scheduler 1.0 can evaluate such considerations and book an appointment for the customer. The customer service representative requests the appointment by clicking the Insert Activity button for the activity. (This button is available in the Schedule view in the Activity List view of the Activities screen.)

In this type of scheduling, no slots are returned to the customer service representative. The appointment is booked automatically by using the activity settings that the representative designates. An activity is inserted into the Oracle Real-Time Scheduler 1.0 database. After clicking the Insert Activity button, the representative clicks Refresh Activity to get the latest details about the inserted activity.

For example, a service-level agreement for a customer stipulates that a booked appointment start within an hour after calling. The customer service representative can use the contract scheduling functionality to create an appointment that might not otherwise be easily fulfilled. Contract scheduling might affect other existing appointments, but Oracle Real-Time Scheduler 1.0 attempts to minimize schedule disruption.