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This Article describes how to build a simple call logging system for the support team. This document describes how the existing groups can be used for logging calls in a support environment.
Logging calls by the users in a team is common in any of support environment. In our team there are many support team, where the users log call using the email. But the standard procedure being that a mail is sent to a common mail box, or the mail is sent to the group leader, who assigns the call.
Problems faced.
1. Need for a common place to log a call. Since if the mail is being
sent to a person, and if the person changes the project or leaves the company,
communicating to all is a difficult process.
2. Call need to be send to all the concerned people. If there is a
need for all the concerned to get communicated regarding the call
, it is very difficult.
Solution
The solution of the common call logging process can be solved by using
a group system, where if a mail is posted it is sent to all the people
who are a member of the group. This helps in single point of
location where the calls can be logged. Any change in leadership need not
be intimated to everyone. Groups like that of yahoo can be used to
create a simple call logging system. Since yahoo provides additional features
1. Only authorized members can raise
a call
2. To become a member, the moderator
of the group has to approve it.
3. The moderator has privilege to allow/stop
the call before it is sent to everyone.