Reference no: EM132123733

Draw an activity diagram for the following case.

Maximum Software develops and supplies software products to individuals and businesses. As part of its operations, Maximum provides a 1-800 telephone number help desk for clients with questions about software purchased from Maximum. When a call comes in, an operator inquiries about the nature of the call. For calls that are not truly help desk functions, the operator redirects the call to another unit of the company (such as order processing or billing). Because many customer questions require indepth knowledge of a product, help desk consultants are organized by product. The operator directs the call to a consultant skilled on the software that the caller needs help with. Because a consultant is not always immediately available, some calls must be put into a queue for the next available consultant.

Once a consultant answers the call, he or she determines whether this is the first call from this customer about this problem. If so, a new call report is created to keep track of all information about the problem. If not, the customer is asked for a call report number so the consultant can retrieve the open call report to determine the status of the inquiry. If the caller does not know the call report number, the consultant collects other identifying information such as the caller’s name, the software involved, or the name of the consultant who has handled the previous calls on the problem in order to conduct a search for the appropriate call report. If a resolution of the customer’s problem has been found, the consultant informs the client what that resolution is, indicates on the report that the customer has been notified, and closes out the report. If a resolution has not been discovered, the consultant finds out whether the consultant previously handling this problem is on duty. If so, the call is transferred to the other consultant (or the call is put into the queue of calls waiting to be handled by that consultant).

Once the proper consultant receives the call, any new details the customer may have are recorded. For continuing problems and for new call reports, the consultant tries to discover an answer to the problem by using the relevant software and looking up information in reference manuals. If the problem can be resolved, the customer is told how to deal with the problem, and the call report is closed. Otherwise, the consultant files the report for continued research and tells the customer that someone at Maximum will be in touch, or if the customer discovers new information about the problem, he or she can call back, identifying the problem with a specified call report number.