Siebel Public Sector Guide > Managing Health Threats and Response >

Managing Calls on Suspected Health Threats

This task is a step in Process of Managing Public Health Cases.

Public health call center agents accept inbound calls that appear as a flashing icon on the CTI toolbar. After accepting the call, the agent creates an incident record and captures details surrounding the incident.

To manage health threat calls

1. Navigate to the Service screen > Service Request List view.
2. In the Service Requests list, create a new record and add details, including a Summary of the call, and the Last Name of the caller.
3. Expand the Service Request form using the show more button.
4. In the Other Information section of the form, associate a Disease with the record, as well as any additional necessary details.