Initiation of Service Requests and Trouble Tickets

Service requests and trouble tickets can be initiated in the following ways:

• A customer calls the call center to report a problem with the phone line.

• A network communications management application that is integrated with Siebel Communications automatically creates a trouble ticket record in the Siebel Communications database.

• Agents can reassign service requests and trouble tickets to other groups or individuals for resolution. Alternatively, agents can break a service request or trouble ticket down into different activities, which can be assigned to different owners. In this case, the agent can monitor progress towards completion of the activities and close the service request or trouble ticket.