Display

The processing options on this tab indicate the information that the system displays when you run inquiries on cases using this version of Work With Case. For example, you can set up these processing options so that the system only displays those cases within a status range based on a time zone, call back time, country code, and language.

1. Time Zone Filter

Specify whether the system verifies the time zone of the customer. The system displays cases based on time zones. Values are:

Blank: Bypass time zone filter.

1: Check time zone filter.

If you select the option to check the time zone and then set the processing option to verify a call back time, the system verifies whether the time at the customer's location in the customer's time zone is within business hours. If the customer time is earlier or later than the business hours, the system does not display the calls.

2. Starting Call Back Time

Specify the call-back time to filter calls. If the time at the customer location is earlier than this time and time zone filter check box on the Work With Case form is selected, the system does not display the calls. When you enter a call-back time, you must enter military time and include the hour, minutes, and seconds. For example, 130000 for 13:00:00.

If you set this processing option to verify a call back time and select the option to check the time zone filter, the system verifies whether the time at the customer's location is earlier than that current time. If the customer time is earlier than the current time, the system does not display the calls.

3. Country Code

Specify whether the system displays the Country Code field for you to use as selection criteria. Values are:

Blank: Hide.

1: Display.

If you display the country codes, you can indicate selection criteria that the system uses to display calls. To specify which country code the system uses as a default, set the Default Country Code processing option.

4. Language

Specify whether to display the Language field. Values are:

Blank: Hide.

1: Display.

If you select to display languages, you can indicate selection criteria that the system uses to display calls. To specify which language the system uses as a default language, set the Default Language processing option.

5. From status and 6. To status

Specify the From status or the To status. The system only displays those cases that are within the status specified in the From status and To status processing options.

7. Number of days to use for date filter

Specify a number of days with which the system uses to calculate the Date Entered From/Thru fields. The system displays only cases within this date range.

If you leave this processing option blank, the system does not calculate filter dates.

8. Priority column

Specify whether the system displays priority with color. The color setup is defined in UDC 17/PR in the Special Handling column. Values are:

Blank: Without color.

1: With color.

9. CTI Interface (computer telephony integration interface)

Specify whether the system displays the CTI interface. Values are:

Blank: Hide.

1: Display.

10. In Use cases

Specify whether the system displays the cases that are currently in use by a user. Cases that are in use are locked in the system so that only one user at a time can access case information. Values are:

Blank: Display locked cases.

1: Do not display locked cases.