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EDIFACT message guide · Communications

RPCALL Repair call

The UN/EDIFACT message a manufacturer or call center uses to send service and repair centers details of appliances needing repair.

Sent by
Manufacturer or call center
Received by
Servicing or repair center
Standard
UN/EDIFACT · Batch message
X12 equivalent
No direct equivalent

What is the EDIFACT RPCALL message?

RPCALL is the UN/EDIFACT repair call message. The directory defines it as a message sent by a manufacturer or call center to servicing and repair centers with details of appliances requiring repair or service, including the appliance, symptoms and faults and the service history.

A repair call lets a manufacturer dispatch jobs to its network of service partners without phone calls. The service center schedules the visit, prepares parts from the fault description and later reports the work with a PROSRV.

How the EDIFACT RPCALL message worksDiagram of the UN/EDIFACT RPCALL Repair call message. Manufacturer or call center sends it to servicing or repair center. It usually starts the exchange. It is usually followed by PROSRV. Inside the UNB and UNH envelopes, the directory D.21A requires, in the start of message: BGM (Beginning of message) and DTM (Date/time/period). 3 conditional segment groups are listed by their trigger segment.How the EDIFACT RPCALL message worksRepair call: who sends it, where it fits and what the directory marks mandatory1 WHERE IT FITSUSUALLY FOLLOWSStarts the exchangeRPCALLSENDERManufacturer or callcenterRECEIVERServicing or repaircenterCONTRL syntax report back, if agreedUSUALLY FOLLOWED BYPROSRVProduct service2 WHAT DIRECTORY D.21A REQUIRESInterchange: sender and recipient IDsUNB … UNZMessage RPCALLUNH … UNTSTART OF MESSAGEBGMBeginning of messageDTMDate/time/periodBODY AND SEGMENT GROUPS+ 3 conditional groups, starting with:RFFNADDOCBlue box: mandatory segment group. Conditional groups are listed by the trigger segment that starts them; a group is sent only when its data applies.Conditional segments outside groups are not drawn.Structure: mandatory segments and groups in the UN/EDIFACT directory D.21A listing for RPCALL. Your trading partner's implementation guide adds itsown requirements.
How the EDIFACT RPCALL message worksDiagram of the UN/EDIFACT RPCALL Repair call message. Manufacturer or call center sends it to servicing or repair center. It usually starts the exchange. It is usually followed by PROSRV. Inside the UNB and UNH envelopes, the directory D.21A requires, in the start of message: BGM (Beginning of message) and DTM (Date/time/period). 3 conditional segment groups are listed by their trigger segment.How the EDIFACT RPCALLmessage worksRepair call: who sends it, where it fits and whatthe directory marks mandatory1 WHERE IT FITSUSUALLY FOLLOWSStarts the exchangeRPCALLSENDERManufacturer orcall centerRECEIVERServicing orrepair centerCONTRL syntax report back, if agreedUSUALLY FOLLOWED BYPROSRVProduct service2 WHAT DIRECTORY D.21A REQUIRESInterchange: sender and recipient IDs(UNB … UNZ)Message RPCALL (UNH … UNT)START OF MESSAGEBGMBeginning of messageDTMDate/time/periodBODY AND SEGMENT GROUPS+ 3 conditional groups, starting with:RFFNADDOCBlue box: mandatory segment group. Conditionalgroups are listed by the trigger segment thatstarts them; a group is sent only when its dataapplies. Conditional segments outside groups arenot drawn.Structure: mandatory segments and groups in theUN/EDIFACT directory D.21A listing for RPCALL.Your trading partner's implementation guide adds itsown requirements.

How to read this diagram: the top row shows who sends RPCALL, to whom, and which messages usually come before and after it. The lower part shows what the directory D.21A itself requires: the envelopes around RPCALL and the segments and segment groups it marks mandatory. Conditional groups are listed by their trigger segment rather than drawn in full. This is the directory's minimum, not a trading partner's requirement: a message implementation guide, such as an industry subset or a partner’s own guide, usually makes some conditional groups mandatory, restricts the codes and may use an older directory.

Expand diagram Download SVG

When it is used

  • Dispatching a consumer repair job to a service center
  • Sending fault and history details before a visit
  • Assigning warranty work to service partners

Where it fits in the message flow

This message RPCALL Repair call
Usually followed by PROSRV Product service

Structure

Mandatory segments in RPCALL (directory D.21A)

In UN/EDIFACT directory D.21A, the RPCALL message has 28 segment positions arranged in 10 segment groups. These are the segments and segment groups marked mandatory at message level, in order; a mandatory group is shown with the segment that starts it. Segments inside conditional groups are needed only when the group is used. This is the directory’s requirement, not your trading partner’s: each partner’s message implementation guide names the directory it uses, often an older one such as D.96A or D.01B where the structure can differ, makes some conditional segments mandatory and restricts the codes.

  • UNH
  • BGM
  • DTM
  • UNT

Practical example

RPCALL in practice

A consumer calls an appliance maker's helpline about a dishwasher that will not drain. The call center sends the nearest service partner an RPCALL with the customer's address, the model and serial number, the reported symptom and previous repairs. The partner books a visit, brings a likely replacement pump and later reports the repair with a PROSRV.

Implementation

Implementation considerations for RPCALL

  • Protect customer personal data in transit and at rest.
  • Use product and fault codes consistent with the manufacturer's.
  • Confirm acceptance of each job by the service center.
  • Link calls to the service reports that close them.

How ECOM helps

Automate RPCALL with ECOM

Industry

Consumer Goods

Retail, distributor, marketplace and direct-channel integration for consumer brands.

Industry

Manufacturing

Customer schedules, supplier connectivity and shipping integrated with the ERP for manufacturers.

Solution

B2B Integration

Connect every customer, supplier, carrier and bank across EDI, API, file and portal channels.

Compare X12 and EDIFACT, or see answers to general questions in the EDI FAQ.

Related messages

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