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Siebel Public Sector Guide > Managing Health Threats and Responses > Managing Calls for Suspected Health ThreatsAgents at call centers accept inbound calls that appear as a flashing icon on the CTI toolbar. After accepting the call, the agent creates a service request record to capture details about the call. An agency can use service requests to track health complaints, determine whether similar complaints exist, and escalate complaints to a case. This task is a step in Process of Managing Public Health Cases. To manage a health threat call
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