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S/M Call Entry Dispatch

1. Using Display Controls for the Technician Browser The right hand side of the main Dispatch Board is dominated by the Technician Browser and Technician View Technician Browser and Technician View Techs Associated To Selected Call 676 0 00 Call Num ROGER MATSEN 676 KURO ENTERP nk S FRANK SMALL 289 SHIRO ANDREW PRETTYMAN Name FRANK SMALL Tech Id Frank S Skills ELECTRONIC CONTF Phone Beeper Emp no 56879631 Sub ID ia Class Group A Avail cd D Co Div Ctr 2 40 30 Last no 165 Now at SHIRO INDUSTRIES Call no 289 Cust SHIRO Site 01 Zone The Technician Browser displays basic information about a set of technicians You can browse through the list and select a technician for assignment modification etc The Technician View offers you more detailed information about the selected technician such as current location skills phone number etc Display Selection Options Controls near the bottom of the Dispatch Board let you display technicians based on their association with calls You can display all Techs or just Techs Associated to Selected Call As soon as you change the Display Selection the information in the Technician Browser changes to reflect the new selection 72 Chapter 4 Display Options Display Selection options Controls Display Selection Calls and Techs no association Calls Associated to Selected Tech
2. Move Down Help rth fl Sort order There are three ways to sort the calls that appear in the Tech Browser when you are viewing only technicians associated with the selected call 0 System Default Allows thesystem to select the sort that provides the optimal system performance 1 Dispatched to Sorts the technicians according Zone to the zone where they are currently dispatched 2 Dispatched To Sorts the technician according Site Name to the site where they are currently dispatched Column display order To minimize the need to scroll sideways the system lets you change the order of the columns displayed so that the information most important to you displays first To do this click on the column name and select the appropriate button Move Up or Move Down to reorder the display 76 Chapter 4 Display Options In Summary In this chapter we explored the various display options available in the Call Entry Dispatch system We learned how to modify the Call Browser and Technician Browser and how we can control the way the browsers are sorted 77 Chapter 5 Entering Calls What this chapter covers This chapter provides detailed information and step by step instructions for the entry update and management of Service Management calls It will help you to carry out the basic call entry procedures and also take full advantage of the options and features available for call entry in the GUI D
3. When you have finished with the message utility simply dick on Close to close this window Whenever a technician has a message waiting a note to that effect appears in the Technician View for that technician ABBE BURRS A AH AHKIE HALL eam kroner OK DAV MATSON E Berea FROST ADBEAT oe BELL ATLANTIC Technician Browser z Spots Dars daet Taiti ELENE SEAFOOD FES TS 1DE dopio C Dolo 55 ZM JM 5EGER t C WEAVER MARR wESVER zj Technician View Hama DAD HATSO shies Tech od MATSON Fiene EDS RS Baper p201 Emp aa Sek D Z Gass Pire m Call na Cirst gie Dors Message Notice Lesi no 1146 faal od There are messages tor this Technician 7 8 COINS 10 97 GUI Dispatch System Chapter 7 Technician Actions Delete a Technician Message It is possible to delete a technician message Step by step Instructions M Select a technician Use the Display Controls to determine the technician whose message you wish to delete Select the appropriate techni cian by highlighting him her in the Technician Browser M Delete a message Use the Message Action Button to enter technician mes minimin iee menea o sages You enter the message utility by clicking on the EA Message Action Button or by using the menu command Technicians gt message by pressing the Alt key combi nation or by using the pop up menu This brings up the Message window for this technician Pe biegpagar im DAVID HATS 1s fin Siop by Walk
4. 2 When you are sure the server is started again attempt to connect to the database using the client server parameters mpro db lt databasename gt S lt servicename gt N TCP H lt hostname gt Example gt mpro db coinsco99 S coinsco99 N TCP H rs250 If the command does not pagepagework then there may be a problem with the services file on the host computer Review Appendix B Setting UNIX Parameters 3 Then look at the log file lt databasename gt lg using the tail command Example tail coinsco99 1g Look for the string usernum You should find a entry similar to 08 32 51 SRV 2 Logout usernum 25 userid on tim 739 If the string does not look right then there may be a problem with the services file on the host computer or on the PC Review Appendix B Setting UNIX Parameters Problem Cropped screen Check the desktop properties Settings Y ou should have it set up with Small Font a Desktop Area of 1024 x 768 and a Colors setting of 256 16 Chapter 1 Installation In Summary This chapter provided the information and instructions needed to install the Call Entry Dispatch System If you are unable to successfully install your system after following the above procedures please contact SHAKER Client Support for further assistance 17 Chapter 2 Getting Started Getting Started What this chapter covers This chapter provides an overview of the Dispatch Board to help you bett
5. Techs Associated to Selected Call Call Status Filter Queued Assigned Dispatched Held C Wait Parts C WaitLongTem Al except closed Closed Technician Display Options The Tech Display button located near the lower right corner of the Dispatch Board controls the way the Technician Browsers sorts the technicians for display There are two different Display Option screens both are shown on the pages that follow The first appears when the Display Selection is set to Calls and Techs no association or Calls Associated to Selected Tech The other is used when the Call Browser is set to show Techs Associated to Selected Call Display Controls Call Display Refresh Tech Display Exit To review or update the Tech Display options D Click the Tech Display button at the bottom of the screen CL Usethe Controls menu at the top of the screen Select Controls gt Tech Display to change the display controls for the Call Browser KE Right click in the Tech Browser and select the Tech Display option from the popup menu Display Options Calls and Techs no Association or Calls Associated to Selected Tech If you are using the Tech Browser for Calls and Techs no association or Calls Associated to Selected Tech the following Display Options window appears It allows you to select calls for the Tech Browser and control how they appear 73 Chapter 4 Display Options in a var
6. located on the lower right of the Dispatch Board These Technician Action Buttons allow you to perform actions for the selected technician i e the one that is highlighted on the Technician Browser the actions are independent of the selected Call Sched Cy feted Heret Hicosggeo Schd Day Usethis action button todisplay a daily schedule listing of Calls assigned totheselected technician Schd Month This Technician Action button displays a monthly schedule of tasks that have been assigned to a selected technician a long termschedule Messages This action button brings up a window in which you can create and deletemessages for a sel ected Technician COINS 10 97 GUI Dispatch System Chapter 7 Technician Actions Check Technician s Daily Schedule All assigned calls become part of a technician s schedule By checking the schedule when dispatching or assigning service calls you can help prevent conflicts and provide more effi cient call dispatching You can also perform many dispatch functions from the schedule window using Pop up Menus Step by step Instructions M Select a technician Use the Display Controls to determine the technician whose schedule you wish to review Select the appropriate technician by highlighting him her in the Technician Browser M View the schedule isim Loe eee bee a View the Schedule of the selected technician by dicking on the Schd Day Action Button or by
7. 0 0 0 ANNENBURG FUND MATS ROGER MATSEN 12345678 GERALD NUMBERSON SHIRO INDUSTRIES v Name KEN JACKSON Tech Id KEN Phone 404 444 0001 Beeper 404 524 1547 Skills CHILLERS SPECIAL Emp no JACK Sub ID SARAT SS r Class b yi Group H C Avail cd D Co Diw Ctr 1 0 0 Lastno 179 Now at THE WOODS CTR Call no 311 Cust KARNER Site MAIN zone 3 There are messages for this Technician The Technician Browser displays basic information about a set of technicians You can browse through the list and select a technician for assignment modification etc When a technician is highlighted on the browser detailed information about that technician appears in the Technician View directly below it on the Dispatch Board The Technician View offers you a detailed view of the technician selected on the browser In addition to the abbreviated information available on the browser the Technician View gives specific information about the skills phone number etc of the selected technician It shows you if the technician is dispatched and where the technician is currently located 30 Chapter 2 Getting Started The Technician Browser displays technicians based on your display preference A Using the Display Sdection Controls located below the Call View you may change the Technician Browser selection to display technicians that are associated with a selected call a Using the
8. 00 Date called 04 21 97 09 16 am Last no 2273 Avail cd D Psn to see Prev slp required am Caller ED KING Cust PO COLD UPSI scheduled am There are messages for this Technician Di Contact JOE PLICHTAYSF Source last dsptch pm Isplay Phone 412 231 6900 Taken by DMM last stop am Aone ET Controls ctl 0 n 0 n S Display Selection Calls and Techs no association Calls Associated to Selected Tech C Techs Associated to Selected Call Call Display Refresh Call Status C Queued Assigned C Dispatched C Held C WaitPaits C WaitLong Tem C Alllexcept closed C Closed esd Dispay pace Dispatch Call Cust Site Technician Assign Unassign f Complete New call Update Close Inquiry Schd Day Schd Month Messages A Star O SHAKER COMPUTER amp W Shaker Computer S FACapture 0 1 WY 7 36PM Dispatch Board COINS 10 97 6 1 GUI Dispatch System Chapter 6 Dispatching Calls Note It is not necessary to assign calls to a technician in order for them to be dispatched It is possible to dispatch a techni cian on a call that still has a Queued Q status Step by step Instructions M Select a Call Use the Display Controls to sort and limit the calls displayed in the Call Browser For example you can set the controls to see only queued calls with no association to a Technician Select the call you wish to assign by highlighting it in the Call Browser Detailed information about this
9. 29 97 10 08 am B AL RL LACKNER RICH ITALIMPIANTI OF AMERI 1929 Tech n ici an Al 5 3343 bama rags Charlotesvil 07 29 97 11 53 am 07 29 97 11 54 am B AL BM MASKREY BARRY bama rags 3328 4 UNITED BUILDING PITTSBURG 07 14 97 09 18 am 10 01 97 am 0 AL MM MCINTYRE MARK FRANKLIN CORPORATE C 1902 Browser A 3203 HEFREN TILLOTSON PITTSBURG 07 14 97 09 18 am 10 01 97 am O AUWILD MICHAEL J WILDIN C al Browser A 3210 BOWNE PRINTING PITTSBURG 07 14 97 09 19 am 10 01 97 am 0 JIAUVEVERS MICHAEL VEVERS EDWIN KLETT 3326 A 3211 DAMIANOS PEDONE OAKLAND 07 14 97 09 20 am 10 01 97 am 0 AL EM MORGAN ED UNITED BUILDING 3 A 3205 UNITED BUILDING PITTSBURG 07 14 97 09 18 am 11 01 97 am 0 MULLEN DAN G C MURPHY COMPANY 2 A 3114 STANWIX PARKING INC PITTSBURG 06 26 97 09 32 am 12 01 97 am 0 AL HUDGIN PAUL D HUDGINS A 3215 DDI MAIN OFFICE BUILDING BRIDGEVILL 07 14 97 09 22 am 12 01 97 am 0 Jj ALDECECCUPAUL J DECECCO E AL RP PONZETTO ROB a sl alaj rf Call 2270 Cust 00223 Site 001 Priority 8 Status A Tech n ici an Name NORTHSIDE BANK Name MUGLERLBAN Address 100 FEDERAL STREET eal CEINA Skills Tech cd DM View NORTH SIDE PA 15212 aE Meise Phone 221 76 Zone Last wo 2270 Beeper 579 5501 Problem PROBLEMS W CIRCULATING PUMP Emp no i Sub ID Call View E eee Dispatcher Class AL comments Now at G C MURPHY COMPANY Prob cade TC PROBLEMS W Preftech Call no 2998 Cust 00032 Site 001 Zone Reqd skill Esthours 2
10. Board when you want to use it The first two are set up automatically when you install Call Entry Dispatch as described in Chapter 1 1 Double click using the left mouse button on the Dispatch shortcut icon created on the Desktop when Call Entry Dispatch was installed on your PC 2 Click the Windows Start button and select the Dispatch option Look for an option labeled Version 6 Dispatch or Version 7 Dispatch depending on the version you installed 3 Click the Windows Start button go to Programs and select GUI Dispatch from the Programs list 4 Add Call Entry Dispatch to the Windows Startup menu so that it automatically starts up when you start your computer To do this click on the Start Button Select Settings gt Taskbar amp Start Menu Go tothe Start Menu Programs tab and click on the Advanced button Copy the Dispatch shortcut then paste it into the Startup folder Connecting to a Database The next thing you need to dois connect to the Service Management system This is the database that contains the S M data you want to use See Chapter 1 for detailed instructions on setting up the database connections If you followed the recommendation to set up a default connection See page xxx in Chapter 1 the system asks Attempt to connect to default database Click Yes to connect to the database If you click No the full Database Connection screen appears so that you may select the database to use If you
11. Browser aa Right click in the Call Browser and select the Call Display option from the popup menu Display Options Calls and Techs no Association or Techs Associated to Selected Call If you are using the Call Browser for Calls and Techs no association or Techs Associated to Selected Call the following Display Options window appears It allows you to select calls for the Call Browser and control how they appear in a variety of ways e Sort order e Call groups available in Version 7 only e Column display order e Scheduled dates for calls e Call priority e Call zone 65 Chapter 4 Display Options Display Options Call Browser Display Options Call Browser e eweeecee 01703 2000 1 Status 2 Priority 13 Contract 414 0 pam 66 Chapter 4 Display Options Sort order There are currently eight ways to sort the calls that appear in the Call Browser 0 System Default Allows the system to select the sort that provides the optimal system performance 1 Status Scheduled Sorts calls based first on Status Date Priority then Scheduled Date then call Zone Priority and finally Zone 2 Status Priority Sorts calls based first on Status Scheduled Date then Priority then Scheduled Zone Date and finally Zone 3 Status Scheduled Sorts calls based first on Status Date Zone then Scheduled Date then Zone Priority and finally Priority 4 Customer Site Sorts calls by Customer Site 5 Call
12. Browser so it can be updated dispatched etc as needed If the system is unable to enter the call as you requested the system displays an error message instead indicating the problem Ll Create Work Order You may see a prompt asking whether you want to create a work order for this call Create work order Update Call Work Order 676 is not on file Create this Work Order i No COINS Service Management Tailoring includes an option to Default Work Order from Call Slip When this is turned on set to Y Call Entry Dispatch prompts you to create the work order whenever you exit the call entry screen until the work order number has been assigned This means that you will see this prompt when creating a new call or updating dispatching or completing an existing call e If you click Yes the prompts differ between Version 6 48 Chapter 3 Self Guided Tour and Version 7 of COINS In Version 7 the system asks for the appropriate batch if using batches in COINS Service Management In Version 6 the system prompts for the Work Order Fiscal Date e If you dick No the system returns you to the main Dispatch Board Enter additional calls After a call has been created the system prompts you to enter another call This feature is useful for a person who primarily takes customer calls and creates the call slips e If you dick Yes a blank Create new call slip screen appears and you are ready for
13. Button to complete the selected call displaying in the Call View Complete You can also complete this call by using the menu command Dispatcher Actions gt Complete pressing the Alt key combination or using the pop up menu The Call Detail window for this call displays Chapter 6 Dispatching Calls You can enter or update information in the following areas Work Order Problem text Dispatcher Comments text Scheduled date and time Last Stop date and time Verify that the call s status is Closed This is the default selection You may also view the work order history for this site by selecting the Work Order page tab at the top of the window Once you have made any changes or corrections click on the Save Action Button in the lower left of the Call Detail win dow to close the call and return to the Dispatch Board O Create work order If you have set up your COINS Service Management module in Tailoring to Default Work Order from Call Slip and the work order does not already exist you will be prompted to create the work order when the call entry screen has been completed e If you respond Yes to the dialog box you will be prompted to enter the appropriate Work Order Fiscal Date COINS 10 97 GUI Dispatch System Chapter 6 Hold for Credit Dispatching Calls e If you respond No you will be returned to the Dis patch Board If more than one technician is assigned t
14. Display Refresh osed C Closed Tech Display Exit Service Site Technician a Inquiry Inquiry Selecting the Inquiry Action button allows you to view detailed customer site information You can view Equipment Accounts Receivable and Contract Data about a selected site Call Display Use this action button to customize the call display parameters Tech Display Use this action button to customize the Technician display parameters Refresh This action button refreshes the main browsers causing them to display the most recently entered and updated information Exit Use this action button to leave the Call Entry Dispatch System Any unsaved work will be lost The system will prompt you to save work before exiting 37 Chapter 2 Getting Started Other ways to perform these actions are SS Alt Using the Controls or Dispatcher Actions menus at the top of the screen Using the Alt key combination indicated by the underlined letter Right clicking in the Call Browser or the Technician Browser 38 Chapter 2 Getting Started Refreshing the Dispatch Board In asingle dispatcher system there is no need for external refresh Whenever a call is created an assignment is changed etc the relevant browsers and views arere drawn But when several dispatchers are using the database at the same time changes made by one dispatcher may not be immediately seen by another It is n
15. Tech Display button located below the Tech View you may change the Technician display selection and sort criteria See Chapter 4 for a complete discussion of Display Control functionality 31 Chapter 2 Getting Started Performing tasks Action buttons menus and shortcuts There are several ways to perform actions commands or functions on the Dispatch Board You can ask the system to perform the task by using an Action Button by using a Drop Down Menu by using Keyboard Shortcuts or by using a Pop up Menu All of these methods produce the same result letting you choose the method that is most comfortable for you Action buttons are activated by placing the mouse on the appropriate button and clicking the left mouse button MB For example to assign a call to a selected technician you can click on the Assign action button Drop down menus are available on the menu bar at the top of the Dispatch Board Options on these menus are used to perform specific tasks LJ For example to assign a call to a selected technician you can place the mouse pointer on the Dispatcher Actions on the menu bar and click the left mouse button This causes a menu to drop down from the menu bar Move the mouse pointer to the Assign selection and release the button to assign the call Keyboard shortcuts are available for all action buttons for the convenience of users who prefer to minimize mouse actions They are indicated by an underl
16. along the bottom of the Dispatch Board sel You may also use the drop down menu Dispatcher Actions gt Site Inquiry or press Alt Q on your keyboard This action produces a Site Inquiry Notebook window fy Shaker Compote Service Daxpatching COINS 10 97 8 1 GUI Dispatch System Chapter 8 Reports and Inquiries The Site Inquiry Notebook consists of the following pages Site Selection Page Allows direct choice of a customer site for inquiry based upon you entry of a site s name address city or phone Customer Site Page Helps select a site for inquiry by selecting a customer Displays valuable customer information Equipment Page Review the equipment associated with a site A R History Page Review the A R history of the customer site Contracts Page Review the Contracts associated with a site It is only acces sible when the currently selected site has contracts Work Orders Page Review the work orders associated with the selected site Note This information is the same as that displayed on the Call Detail Notebook except that it contains no Call Detail page You can select a page from the notebook by clicking on the appropriate tab folder along the top of the window You may also select a page by using the navigational action buttons located at the bottom of the Call Detail Notebook or by press ing the appropriate keys for example AIt C for the Cus tomer Site page 8 2 C
17. annotated to indicate whether a step is required or optional For example Mi means this step is required d means this step is optional Chapter 1 Installation System Installation What this chapter covers This chapter provides the information you need to successfully install the Call Entry Dispatch Board on your system SHAKER recommends that the System Administrator perform the initial installation of the Call Entry Dispatch Board or other personne trained in both UNIX and PC installation processes Setting up the CE Dispatch Board is a five step process The first two steps involve preparing the UNIX host the server to run the CE Dispatch Board The other three occur at each individual PC Figure 1 The 5 Steps of CE Dispatch Board Installation Install COINS Update Set UNIX Parameters Install Progress on PC Install Call Entry Dispatch on PC Set and Save Database Connections Exit all other applications running on the PC before beginning the installation process Every effort was made to ensure the accuracy of the installation information presented here In the event that you have a problem or concern with your installation please contact SHAKER Client Support Note about Network Performance The network bandwidth and the volume of traffic over the network directly affect network performance Client server products such as the CE Dispatch Board involve more intensive data transfer than charact
18. customer using the customer name customer number or phone num ber When you enter the data the system tries to match that information with a customer on file When it has found a match it highlights the customer in the Customer Browser The sites for the highlighted customer appear in the Site Browser with the first site listed the default selection The site information appears in the Site View 5 4 COINS 10 97 GUI Dispatch System Chapter 5 Entering Calls Create a Site If you are unable to locate the site but have located the appropriate customer use the Create Site action button to create the customer site on the fly Fill the screen with the information appropriate to the site Press the Save button or use the Alt key combination to save information as you work on the screen Use Reset to revert to last saved version of the information Upon com pleting the entry use Close to leave the screen and return to call entry Create a Customer If you are unable to locate the customer for the call use the Create Customer action button to create the customer You will then need to go ahead and create the site before you can enter a call As when creating a site record fill in the screen with the appropriate information Use the Save Reset and Close actions as described above COINS 10 97 GUI Dispatch System Chapter 5 Entering Calls Call Detail Page The Call Detail page represents the Call E
19. did not set up a default connection the full Database Connection screen appears 23 Chapter 2 Getting Started Logging On After you have connected to the appropriate database and started Call Entry Dispatch you need to login If you area new dispatcher you need to get a User ID and password from your company s System Administrator and this User D needs to be added tothe S M Dispatcher File The logon process identifies you to the system and controls which information you can enter view or update Logon Screen SHAKER COMPUTER amp MANAGEMENT olx 12 15 99 8 7 INTCO DIY seri H shaker DME i F Enter your User ID at the prompt If prompted you must also enter a Password Then either click the OK button or press the E nter key on your keyboard This logon process is necessary because the Call Entry Dispatch Board is designed to work hand in hand with the character based Service M anagement module There is no need to do any additional system tailoring file maintenance or start up data entry Many settings in Call Entry Dispatch default from S M tailoring or the Dispatcher File 24 Chapter 2 Getting Started Opening the Dispatch Board After you enter the correct User ID and password the Application Manager starts up Depending on how your system is set up you may need to click the Dispatch and Call Entry button This will bring you to the main window of Call Entry Dispatch the Dispatch Bo
20. for detailed information about this process As the system s name indicates Call Entry Dispatch is used to control the entry and dispatch of calls for service Nearly all actions in Call Entry Dispatch relate to a call so the first step is to enter a call To open the Creating a new call slip window YB Click the New call button at the bottom of the screen At Press AIt N as indicated by the underlined letter on the New call button CJ Usethe Call menu at the top of the screen Select Call gt New Call to create a new call slip Creating new call slip Creating new call slip ISX O e ee _ pee eE Site foieves DAVE SITER 518 456 9087 Adjust clean electronic controls 46 Chapter 3 Self Guided Tour Lookup features are built into the system to simplify selecting important information You can look up values for any field that has an asterisk next to the label MB To lookup a value place the cursor in that field and then press F5 or doubleclick to open the Lookup window The lookup screens vary according to the information that is being retrieved Some screens have detailed search capabilities e g customer and site lookups while others are simple scrolling lists Step by step Instructions M Select the site Enter the codes for the customer and site for this call You can do both using the Site field because selecting a site automatically fills in the customer information Yo
21. in the UNIX services file The Windows hosts file if used needs a line that maps the UNIX host name to the IP address of the host machine for example 127 0 0 1 localhost description 13 Chapter 1 Installation Field Definitions Physical Name Logical Name Network Host Name Service Name Port Multiple Users Represents the actual name of the database on a disk A logical name is given to a database to gain more programming flexibility COINS uses the following logical names For Version 6 Logical Name Applies to coinsmas All accounting databases For Version 7 Logical Name Applies to acctmas All accounting databases admmas System Administration database This must be TCP The name of the computer where the database resides The entry from the services file that corresponds to the specified database Enter the port number for this service as it was entered inthe UNIX services file The system creates the corresponding services entry on the PC Check this box for all databases Leave the remaining fields blank Click OK when you have finished entering the connection information for the database If your connection was successful the system will ask if you want to save the configuration Click Yes After the configuration has been saved you only need to go into Options to change or add configuration 14 Chapter 1 Installation Set default database connection SHAKER recommends t
22. select the Dispatch option Look for an option labeled Version 6 Dispatch or Version 7 Dispatch depending on the version you installed 3 Click the Windows Start button go to Programs and select GUI Dispatch from the Programs list 4 Add Call Entry Dispatch to the Windows Startup menu so that it automatically starts up when you start your computer To do this click on the Start Button Select Settings gt Taskbar amp Start Menu Go tothe Start Menu Programs tab and click on the Advanced button Copy the Dispatch shortcut then paste it into the Startup folder M Connect to the COINS database The next thing you need to do is connect to your Service Management system See Chapter 1 for detailed instructions on setting up the database connections If you followed the recommendation to set up a default connection See page xxx in Chapter 1 the system asks Attempt to connect to default database If you did not set up a default connection the full Database Connection screen appears Connect to the default database Database Connection Default Configuration Found 2 Attempt to Connect to default database 43 Chapter 3 Self Guided Tour s Click Yes to connect to the database If you click No the full Database Connection screen appears so that you may select the database to use M Log on to Call Entry Dispatch The next window to appear is the Logon screen The logon process identifies you to th
23. window view similar to the one shown here Once you have made any changes or corrections click on the Save Action Button in the lower left of the Call Detail window to dispatch the call and return to the Dispatch Board Note If the call has not been previously assigned the dis patch command will simultaneously assign and dispatch the call COINS 10 97 GUI Dispatch System Chapter 6 Dispatching Calls End Call Assignment Completed Call After the work is completed on the call or if the call needs to be put on hold you should end that call dispatch When the service has been completed you can complete the dispatch as well This will let you update the call detail information and remove the call from the open call list M Select a call Use the Display Controls to sort and limit the calls dis played in the Call Browser Select the call you wish to close by highlighting it in the Call Browser Detailed information about this call will appear in the Call View M Select a technician Once you have selected the call to close use the Display Controls to determine the technician s currently dispatched to the call Select the appropriate technician by highlighting him her in the Technician Browser Complete the call M Shaker Computer Service Oizpatchng COINS 10 97 GUI Dispatch System Once the technician and the call have both been selected you can complete the call Use the Complete Action
24. 2 a1 CENE EindCall a EEE SCHENECTADY 02 05 98 09 24 KEVIN Kevin Martin 0 0 0 ANNENBURG FUND lo 6 3061 GENERAL ELECTRIC SCHENECTADY 02 05 98 14 30 A MATS ROGER MATSEN IO 6 30941 GENERAL ELECTRIC SCHENECTADY 02 05 98 14 42 io 6 315 41 GENERAL ELECTRIC SCHENECTADY 02 05 96 15 00 io 6 319 A1 123 Inc 02 05 98 15 17 Q 6 357 41 KURO ENTERPRISES LOUDONVILLE 02 12 98 06 15 4 4 Call 84 Cust KARNER Site SP Priority 4 Status Q Name Denise J Finn Name THE KARNER GROUP INC Contract CR930001 Tech Id DJF Address STUYVESANT PLAZA Renew 3 Skills hens WESTERN AVE Work Order 84 Beeper ALBANY NY 12205 Zone 2 Call Group Al EMDE Problem E 7 Sub ID id z Dispatcher a re ORES A Group HYC Tann Id Avail cd SI Co Div Ctr 0 0 0 Reqd skill Co Divw Ctr 1 40 10 Last no 629 Prob code Pref tech Est hours 3 25 Called 04 01 95 10 57 Now at Psn to see Prev slp Required 00 00 Call no Cust Site Caller Cust PO Scheduled Contact HENRY KYER Source Last dsptch 00 00 Zone Phone 518 456 6541 Taken by KIM Last stop 12 00 There are messages for this Technician Display Selection Calls and Techs no association Calls Associated to Selected Tech Techs Associated to Selected Call Call Display Refresh ye Call Status Filter Queued Assigned Dispatched C Held C Wait Parts C WaitLongTem Al except closed Closed Tech Display Assign Unassign Dispatch Complete New call Updat
25. Browser Detailed information about this call appears in the Call View M Select a Technician Once you have selected the call to unassign you can use the Display Controls to determine the technician s as signed to the call by selecting the Display Selection Techs Associated to Selected Call Select the technician you wish to unassign by highlighting him her in the Technician Browser The Technician View shows information about the selected technician MUnassign the Call Once the technician and the call have both been selected you can unassign the call Simply click on the Unassign Action Button to unassign the selected call displaying in the Call View and the selected technician displaying in the Technician View Lane Unaegeign COINS 10 97 6 5 GUI Dispatch System Chapter 6 Dispatching Calls You can also unassign this call by using the menu command LEE tooo a Dispatcher Actions gt Unassign by pressing the Alt key om Cownol Eee bira 4 combination or by using the pop up menu It is not possible to Unassign a dispatched call Once a call has been dispatched the dispatch can only be ended by completing the call 6 6 COINS 10 97 GUI Dispatch System Chapter 6 Dispatching Calls Dispatch technician to a call You can dispatch a technician or several technicians on any service call that is not completed or closed UO ee Ee efla Name JNowat Cal Num Zonef Technician Bro
26. Call Entry Dispatch System User Manual Version 6 COINSe COnstruction INdustry Software February 2000 SHAKER Computer amp Management Services Inc 6 Airport Park Boulevard Latham NY 12110 Support Center Phone 518 C 4 COINS 518 242 6467 Support Center Fax 518 242 7216 COINS COnstruction INdustry Software Call Entry Dispatch System User Manual COPYRIGHT NOTICE Copyright 2000 Shaker Computer and Management Services Inc a New York Corporation hereinafter known as SHAKER ALL RIGHTS RESERVED THROUGHOUT THE WORLD PROPRIETARY RIGHTS NOTICE This software and the documentation attendant thereto contain trade secrets and confidential information proprietary to SHAKER The Licensee is bound to the proprietary nature of this material The software and the associated documentation may be used and or reproduced only by a SHAKER Licensee and then only in accordance with the terms and conditions of the SHAKER End User License Agreement Any unauthorized use dissemination or reproduction of the software documentation and or information contained therein is strictly prohibited While efforts have been taken during the preparation of this manual to assure its accuracy SHAKER assumes no liability for errors or omissions in this manual or for the use of the information contained herein COINS is a registered trademark of Shaker Computer and Management Services Inc Dig Deeper is a trademark of Shaker Computer
27. Dispatch Board For example if your primary responsibility is dispatching technicians read the section dealing with that function Note All users should read Chapter 3 which offers a self guided tour of the Call Entry Dispatch Board It takes you through basic call entry and dispatch procedures step by step This manual is divided into the following chapters as described below Once you are familiar with the system use the detailed index and table of contents to zero in on the specific topics as you need more information This manual presents information in nine chapters Introduction Call Entry Dispatch module description Manual conventions and description 1 System Installation Provides installation instructions to successfully install your Call Entry Dispatch Board 2 Getting Started Overview of the Call Entry Dispatch Board including the Dispatch Board and key dispatch functions 3 The Self Guided Tour A step by step overview of using the Call Introduction Entry Dispatch Board This chapter covers key functions with minimal detail 4 Display Options Information about browser display options 5 Entering Calls Detailed information about entering updating and closing service calls 6 Assigning Dispatching and Ending Call Assignments Detailed information about assigning dispatching and completing service calls 7 Technician Actions Sending technician messages and monitoring their daily
28. ES PUPON ELLE A LAA OF LS a i ef Col M a eo Peria Graca Saras THE KARME R CRADLE PC Consac CRION Trhi F Adma STUPWESSNT PLADS Parra 3 Pisa ASTRA AE Wer Chae oH Gaeh Erg w Sub O Che taal el a Clea O coer o i meee Eiis IH Called NOS TEET Hoel Pora alge Feti TE it at Ps etaed ae Ezg rs Coast HEHE tr EYER Enan Lau depact ont Phi SST Toki tee HI Laat oe itm There are metskges for de Technics oP Caii w Teha i Cialis Prema te bad Th Tac timc ce tee Cod Cattaris Apia Call view Buttons Action buttons Display controla Navigation buttons Information buttons Note The Co Div Ctr fields shown in the Call View and Technician View appear only in Version 7 26 Chapter 2 Getting Started Using browsers views and buttons Some common words and phrases used throughout this manual have a special meaning for the Call Entry Dispatch Board In most cases the meanings are intuitive but some functional definitions appear here to ensure that all users understand them in the context of this manual A Browser allows you to see an available set of data F or example a display of service management calls Display controls allow you to change the selection criteria on the browser For example the calls can be displayed based on call status queued assigned dispatched etc A View offers you detailed information about a chosen item F or example complete call information about the call sele
29. GUI Dispatch System Chapter 5 Entering Calls Find Call The Find Call feature offers a fast way to locate a call when the call number is known Use the drop down menu Call Find Call or the keyboard shortcut Ctrl F This window will appear Find By Cam stip a 825 G nomer Site Name C Contract Emi Bev thes Lat Cat 425 Cust 23 Ste 01 Priomy 3 Sais A Name KLUIENS SEAFOOD RESTAURANT Address 200 FENN AVE Contract P86 7858 WACHITA KS 67208 ae Zone Lostwa Problem F Dispachar conmmearts Prob code Prettect Regd akil Eshu 000 Osa csk 0317 37 0506 pm Pento see Prev sip requrect Coler Cust PO echedulect 0621 37 Contact WILLIAM BEARD Source lnstdspict Phone 616 951 0969 Taken by as last siop Techs Associated Te Call EEE ANNIE HALL A Joan Cancel Help You may search for the call by call slip number site name or contract number Enter the search information and click on Start Search or press Enter on your keyboard Ifa matching call slip is found some detail information appears in the window including a list of technicians associated with the call There is a Pop up Menu available from this screen that will allow you to Dispatch Complete Unassign etc the selected call If this is the call you want click OK The window will close and the Call Browser will be repositioned at the selected call COINS 10 97 5 17 GUI Dispatch System Chapter 5 Entering Calls Qu
30. ILLE DEV SVEDALA 4008 GRAND AVE PITTSBURGH O6 20 57 om ORs 5A 3322 bama regs 10 Mei Si Cherloteaville O7 2537 16 08 am oce 5A 1606 LAKEWOOD PSYCHIATROC HOSE 347 LINDEN CREEK ROAD CANONSBURG 63 01 57 om oO JA 1711 MARIAN MANOR 2695 WINCHESTER DRIVE PITTSBURGH 03 01 57 om os JA 1717 CONTRAVES 610 EPSILON DRIVE PITTSBURGH 61 57 om oe JA 1620 WPXI CHANNEL 11 P O BOX 1100 NORTH SIDE 03 01 57 om Oe JA 1633 CARNEGIE NATURAL GAS COMP 00 REGIS AVENUE PLEASANT HELLS 03 01 57 om on JA 1654 CENTRAL BLOOD BANK 812 FIFTH AVE PITTSBURGH 03 01 57 om oe JA 1662 CLAYTON CARRIAGE HOUSE 7227 REYNOLDS ST PITTSBURGH 03 01 57 om ont JA 1666 312 BLVD OF THE ALLIES BLOG 212 BOULEVARD OF THE ALLE PITTSBURGH 03 01 57 om ote JA 1679 BASF CORPORATION 370 FRANKFURT ROAD MONACA 03 01 57 om oe JA 1707 REGENCY OF STH AVENUE 5025 FIFTH AVE PITTSBURGH 63 01 57 om on JA 1714 209 STH STREET BUILDING 205 STH STREET PITTSBURGH 03 01 57 om OF JA 1741 ST AUGUSTINE PLAZA 230 THIRTY SIXTH STREET POTSBURGH Ox23 57 om om JA 1811 ST AUGUSTINE PLAZA 230 THIRTY SIXTH STREET POTSBURGH 03 01 57 om OF JA 1918 SARGENT ELECMETER SHOP 2878 LIBERTY AVENUE PITTSBURGH 640 37 om eco JA 1989 SEARS PENN CENTER 3470 WILLIAM PENN HIGHWAY PITTSBURGH 40 37 om os JA 1995 BASF CORPORATION 370 FRANKFURT ROAD MONACA 0401 37 om oes JA From P2401937 H a 04 3097 H O Prevara mairi ence mf Ee l pared omeni COINS 10 97 7 5 GUI Dispatch System Chapter 7 Technician Actions You can modif
31. KER Technical Services if you need additional assistance with loading the COINS update 2 Set UNIX parameters The UNIX server needs to be prepared before the CE Dispatch Board is installed on the individual PCs This only needs to be done once for each installation since all PCs using the CE Dispatch Board connect to the same UNIX host The UNIX setup consists of the following steps which are normally performed by the SHAKER Technical Services Unit when the CE Dispatch Board is first installed at a client site The client s System Administrator may also conduct them or other personnel trained in both UNIX and PC installation processes a Exit the database and shut the server b Connect to UNIX as the root user c Edit the etc services file d Edit theserver parameter files Version 6 only e Edit thecostart file Version 6 only f Sign intothe COINS database See Appendix B for detailed information about these settings Note All tasks on the UNIX host must be performed by the root user account Chapter 1 Installation 3 Install PROGRESS on the PC You need toinstall PROGRESS version 8 3 on any PC that will run the CE Dispatch Board Follow the installation instructions as stated in the PROGRESS Installation Guide being sure to include the following installation information 1 On the Type and Destination screen e Choose Quick Install e Inthe Path Name type DLC83 2 On the Group and Item Properti
32. MAEUDOTIE chy naran Dei PA Fimer MIDIS Dp m ri 15219 Zer Terms Opee puu A Pret nde FO PANTE CHEERED TH E Maie mat tebe 5 1057 Ti P Port treme Ct MOLLER DAN piu Ej oka ead Crt bere Rewer ot eet tant obey Toss P Pev sig Tesise PO se w Ste me compere ara nintary Comrace Wot erts procot Comet L You can update any text field that is enabled 5 14 COINS 10 97 GUI Dispatch System Chapter 5 Entering Calls Ll Review related customer site information You can review the Call Detail Notebook pages to gather or update any information you need You can select a page from the notebook by clicking on the appropriate tab folder along the top of the window You may also select a page by using the navigational action buttons located at the bottom of the Call Detail Notebook or by press ing the appropriate the Alt key combination M Save the call COINS 10 97 GUI Dispatch System After you have entered all the available information you can save the updated information Simply click on the Save action button in the lower left of the Call Detail Page You can also use the Alt key combination as a shortcut The call will be updated and appear in the Call Browser Chapter 5 Entering Calls Close Call In rare situations it may be necessary to close a service call using the Close call action button on the Dispatch Board This is very rarely used In general calls should b
33. Number Sorts calls by call number descending highest call number i e most recent first 6 Call Group Sorts calls based on the Call Group associated with the call 7 Site Name Sorts calls alphabetically by the service site name may cause slow performance Call groups available in Version 7 only This part of the screen allows you to select calls for the Call Browser based on call group Each call can havea call group added to it during call entry either asa default from the service site or a code chosen during the Enter Call process Use this field to limit the calls displayed in the Call Browser to a select list of call groups Only calls belonging to the call groups listed here will appear in the Call Browser If you don t use call groups in your system or if you want to include all calls be sure to set this to ALL regardless of group 67 Chapter 4 Display Options Column display order Large as the Dispatch Board is there is a finite amount of visible space in the Call Browser To minimize the need to scroll sideways the system lets you change the order of the columns displayed so that the information most important to you displays first To dothis click on the column name and select the appropriate button Move Up or Move Down to reorder the display Scheduled dates for calls This part of the screen allows you to select calls for the Call Browser based on the call s scheduled date You can l
34. OINS 10 97 GUI Dispatch System Chapter 8 Reports and Inquires Site Selection Page This is the first page you see when you open the Site Inquiry Notebook Site Browser Site View Use the Site page to locate the site you wish to inquiry You can find the customer site by entering the name address city or phone number As you enter data the system tries to match that information with a customer site on file When it finds a match it highlights the site in the Site Browser and displays the site information in the Site View Selecting a site on the Site page causes the system to re trieve the corresponding customer and to adjust the Site Inquiry Notebook pages to reflect the selection COINS 10 97 8 3 GUI Dispatch System Chapter 8 Reports and Inquiries Customer Site Page If you cannot locate the site you are looking for you can try to locate the customer through the Customer Site page Customer Browser Site View Site Browser The Customer Site page provides a way to lookup a customer using the customer name customer number or phone num ber When you enter the data the system tries to match that information with a customer on file When it finds a match it highlights the customer in the Customer Browser and the site in the Site Browser and displays the site information in the Site View 8 4 COINS 10 97 GUI Dispatch System Chapter 8 Equipment Page COINS 10 97 GUI Dispatch Sys
35. Tier 37 Ef ZJE E Change the call s status to Parts hold You can enter com ments about this hold in the Parts hold comments field You can also enter or update information in the following areas Work Order Problem text Dispatcher Comments text Scheduled date and time Last Stop date and time You may also view the work order history for this site by selecting the Work Order page tab at the top of the window Once you have made any changes or corrections click on the Save Action Button in the lower left of the Call Detail win dow to hold the call and return to the Dispatch Board 6 16 COINS 10 97 GUI Dispatch System Chapter 6 Dispatching Calls Ll Create work order Wait other If you have set up your COINS Service Management module in Tailoring to Default Work Order from Call Slip and the work order does not already exist you will be prompted to create the work order when the call entry screen has been completed e If you respond Yes you will be prompted to enter the appropriate Work Order Fiscal Date e If you respond No you will be returned to the Dis patch Board Use the Wait other status to put a call on long term wait for other reasons as specified M Select a call Use the Display Controls to sort and limit the calls displayed in the Call Browser Select the call to wait by highlighting it in the Call Browser Detailed information about this call appears in th
36. View will give you detailed information about the selected contact The call is associated with the highlighted contract If you elect not to associate this call with a contract click the Clear selection action button to clear the contract COINS 10 97 5 9 GUI Dispatch System Chapter 5 Entering Calls Work Orders Page The Work Orders page allows you to view and or select existing work orders for the chosen customer site Use the Work Order Browser to locate the appropriate con tract by highlighting it The Work Order View will give you detailed information about the selected work order If the call is not associated with an existing work order click the Clear selection action button to clear the work order 5 10 COINS 10 97 GUI Dispatch System Chapter 5 Entering Calls Prev Call Page The Prev Call page allows you to view and or select informa tion about previous service calls made to this site You can browse through the calls using the Call Browser and view detailed information in the Call View Call Browser Call View COINS 10 97 5 11 GUI Dispatch System Chapter 5 Entering Calls Enter Call Use the New Call action button the Dispatch Board to enter service calls as they are phoned in You can enter the Call Detail Notebook by clicking on the New Call button You can also use the drop down menu Call gt New Call or press the Alt key combination Step by step Instructions M S
37. all Entry Dispatch has been installed you can perform the final steos needed to connect it to your Accounting database s The first time you use Call Entry Dispatch you should set up and save the database connections to the Accounting databases with which it will be used Double click the desktop Call Entry Dispatch icon This opens the Database Connections window which is blank during initial setup You will need to set up the following connections Accounting Database System Administration Database You can set up connections for any COINS database that has been established on your UNIX server Version 7 only This database contains user information security and other information shared between Accounting databases Figure 4 Database Connections Database Connections Ea Choose Connect to enter or change database M Saved Configurations connection parameters Mark As Default Remove Connect _ Databases Currently Connected Connect Database Physical Name I Files Logical Name Database Type PROGRESS Disconnect Hads Help ae te Show Details m Select Options to access all the database connection fields Theentries on this screm are for illustration only actual values vary from system to system 12 Chapter 1 Installation Figure 5 Database Connections Detailed Options Enter the name of the database in Set the Servi
38. and Management Services Inc PROGRESS and Results are registered trademarks of Progress Software Corporation Introduction Introduction What Does the Call Entry Dispatch Board Do SHAKER designed the Service Management Call Entry Dispatch Board to centralize all your dispatch and call management needs With its GUI Graphical User Interface design technology and one main Dispatch Board you can assign and dispatch technicians enter and update calls review technician schedules and more all with the click of a mouse button The Call Entry Dispatch Board works hand in hand with the character based COINS Service Management module Since they share the same databases indexes and tables no additional tailoring file maintenance or start up data entry is required J ust install the Call Entry Dispatch Board and it will retrieve the necessary information from your COINS Service Management module Introduction How to use this manual This publication describes Call Entry Dispatch Board and explains how it can be used effectively Note This manual applies to both Version 6 and Version 7 of COINS Notes in the text will discuss any situations or information that is different between the versions Organization of the manual This manual contains detailed information on the installation and use of the Call Entry Dispatch Board You should review the sections of this manual relevant to your use of the Call Entry
39. ard Application Manager COINS Application P E3 System Help ee eg Documents You may also set the Dispatch Board to start automatically in effect skipping this step Todo this 1 From the Application Manager menu bar select System gt Options This opens up the Launch Pad Options window 2 Click the box next to Automatically Launch a Program after Login to place a checkmark in it 3 Click the button labeled Program Name to see a listing of currently Launch Pad buttons 4 Select GUI Dispatch program name dispmain p and click OK Click OK again to close the Launch Pad Options window The next time you sign into to Call Entry Dispatch the Application Manager will display briefly while the Dispatch Board automatically start 25 Chapter 2 Getting Started Introducing the Dispatch Board The Dispatch Board is the primary location for dispatch actions and it is where any other functions or navigation begin It is the first window you will see and it provides access to all other windows and functions in the Call Entry Dispatch System Menu bar Call browser Dispatch Board Version 7 Drop down memu FEMESTERT ON OUTE LOT oars Lery SCEEMCCTERE OD OE PE Oe Technician browser Technician view MEENAL ELDOTRDC SCMINECTARE ORES Lao IGF GL GIMCEEL ELECTEDT FOEMECCEERT ODO OLEE LAIAL 4 TISAL AMERA ELITRE CEET A LS k SURFS LEJ CHj OC UE TE LEIL TE ISTAN ENE DNTERFECA
40. asics about using Call Entry Dispatch We explored the Call Entry Dispatch Board identified parts of the Dispatch Board screen and learned how it helps the dispatcher accomplish some typical tasks 41 Chapter 3 Self Guided Tour The Self Guided Tour What this chapter covers This chapter will acquaint you with the Call Entry Dispatch system It provides an overview of the Call Entry Dispatch System and how you can use it to enter dispatch and close calls 1 2 oO Starting the Call Entry Dispatch system Adjusting Dispatch Board view options Entering a call Assigning the call Dispatching the call Ending the call Putting the call on hold Inquiring into call status Closing Call Entry Dispatch This chapter does not cover all possible actions t walks you through each step so that you can see the basics of what the system does focusing on an individual call s movement through the process As with the rest of the Call Entry Dispatch Manual the steps are annotated to indicate if they are Required Vv Optional 0 42 Chapter 3 Self Guided Tour Starting Call Entry Dispatch M Start the Call Entry Dispatch software There are several ways to start up the Call Entry Dispatch Board when you want to use it 1 Double click using the left mouse button on the Dispatch shortcut icon created on the Desktop when Call Entry Dispatch was installed on your PC 2 Click the Windows Start button and
41. call will appear in the Call View M Select a Technician Once you have decided which call you need to assign you can use the Display Controls to determine the specific technician you wish to assign to the call Select the technician you wish to assign by highlighting him her in the Technician Browser The Technician View shows information about the selected technician You should verify that the technician has any skills required for the selected call These skills are listed in the Technician View L Technician s schedule fis Shaker Computes Service Diopatchiog Check the schedule of the selected technician by clicking on a the Schd Day action button You can also use the drop down menu Technician gt Schd Day press the Alt key combination or position the cursor over the Technician Browser and right click for the pop up menu This brings up the Schedule window for this technician 6 2 COINS 10 97 GUI Dispatch System Chapter 6 COINS 10 97 GUI Dispatch System Dispatching Calls PATSBURGH PATSBURGH PITTSBURGH PITTSBURGH PITTSBURGH PATFSBURGH 13 00 3 PITTSBURGH 13 00 PITTSBURGH 13 00 PITTSBURGH 13 00 5 30 pm 006505 PITTSBURGH 13 00 Sansme 7 00am E sip sme 700pm E pare e070707 E Je Use this daily schedule to help further determine if this technician can be assigned to the selected call I
42. ce Name to the the Physical Name field This is corresponding entry as set in the typically the database number UNIX services file See preceded by coinsco Appendix B for more information Connect Batabase Enter coinsmas as Physical Name Jeoinsco EES the Logical Name E e Logical Name eoinsmas This is the same for aligdatabases Database Type PROGRESS Options lt lt TCP 7 Service Name Jeoinseo Port lz Password Network Jame Enter TCP as the Network type Enter the Port that corresponds to the Service Name entered above as set in the Enter the Host etc services file Name as set in the UNIX hosts file See Appendix B for Check the Multiple more information Users box Theentries on this screm arefor illustration only actual values vary from system to system The Connect Databases window tells Call Entry Dispatch how to connect to your databases The standard installation of Call Entry Dispatch requires that you enter information for the following fields LEAVE ALL OTHER FIELDS BLANK See the next page for additional information Complete documentation for these fields can be found in your PROGRESS Networks Guide 2 Ifyou are unable to connect to the database using the information entered here you may need to manually update the services or hosts files in the PC s Windows folder The services file on the PC needs the same entries as those
43. cted on the browser Buttons allow you to access additional dispatch system functions An action button will perform the requested task on the call or technician selected in the Browser For example the call update button will bring up a window where you can modify data on the call selected on the browser 27 Chapter 2 Getting Started Viewing call slip information Call Slip information is displayed on the Dispatch Board in the Call Browser and the Call View Call Browser and Call View FSS eS SEEE Al STRIES SCHENECTADY 02 04 98 10 3 A The Call Browser displays basic information about a set of calls You can browse through the list and select a call for assignment modification etc When a call is highlighted on the browser detailed information about the call appears in the Call View located directly below it on the Dispatch Board In addition to the abbreviated information available on the browser the Call View gives fundamental call information like address and contact person and specific information about the problem priority status etc 28 Chapter 2 Getting Started The calls display in the browser based on your display preference Using the Display Controls located below the Call View you can limit or expand the Call Browser display by display selection and call status The controls used for the sample screen are set as shown Display and Call Status selections Display Selec
44. der for the call dispatch to work e The technician cannot be dispatched to any other calls since the system only allows a technician to be dispatched to a single call e The technician s status must be available for dispatch according to its definition in the Technician Status File e The call s status cannot be Closed C Technicians can be dispatched on calls with an Assigned A Queued Q or Dispatched D status Use the Dispatch Action Button to dispatch the selected technician displaying in the Technician View to the se lected call displaying in the Call View Dispatch You can also dispatch this call by using the menu command Dispatcher Actions gt Dispatch by pressing the Alt key combination or by using the pop up menu COINS 10 97 GUI Dispatch System Chapter 6 Dispatching Calls Update call entry The Call Detail window for this call displays giving you the chance to enter information relating to the call s dispatch You can enter or update information in the following areas Work Order Priority Problem text Estimated Hours Dispatcher Comments Last Dispatch As you can see the areas that can be updated in the window are enabled so that data can be entered COINS 10 97 6 9 GUI Dispatch System Chapter 6 Dispatching Calls You can review or select the work order history for this site by selecting the Work Order page tab at the top of the win dow You will see a
45. des detailed instructions on these functions as well as more advanced or less common tasks 61 Chapter 4 Display Options Display Options What this chapter covers This chapter provides information about the display options available in the Call Entry Dispatch System It shows you how to customize your Call and Technician Browsers using the display control buttons display selections and call status filters built into Call Entry Dispatch It also provides information on the popup menus found throughout the Call Entry Dispatch System Understanding these features will help you to make optimal use of the call and technician information you have available 62 Chapter 4 Display Options Using Display Controls for the Call Browser The main Dispatch Board is divided into several functional areas as illustrated below The next few pages focus on the Call Browser and Call View Dispatch Board Menu bar Drop down menu Technician browser Call browser Technician view 0 ervice D g 8 7 INTCO DIV olx System Controls Dispatcher Actior z New call 0 00 lf St f Pr Call No fGrp Name Closa call City Called apc fld Name Now at a Quick Edit e 289 41 SHIR eT SCHENECTADY 02 04 98 10 38 FRED M FRED MOSSMAN ANNENBURG FUND Q 296 ttt 123 i 02 04 98 16 37 b KEN Ken Jackson THE WOODS CTR 30
46. e calls You can select a page from the notebook by clicking on the appropriate tab folder along the top of the window You may also select a page by using the navigational action buttons located at the bottom of the Call Detail Notebook or by press ing the appropriate keystrokes for example AIt C for the Customer Site page COINS 10 97 GUI Dispatch System Chapter 5 Entering Calls Site Page The first page you see when you open the Call Detail Note book is the Site Page Saa Y TY EE Coama bandara Paaa ml Site View The Site page provides a way to lookup a site using what ever information you may have available You can find the customer site by entering the name address city or phone number As you enter data the system tries to match that information with a customer site on file When it has found a match it highlights the site in the Site Browser and dis plays the site information in the Site View Selecting a site on the Site page causes the system to re trieve the corresponding customer and to adjust the Call Detail Notebook pages to reflect the selection COINS 10 97 5 3 GUI Dispatch System Chapter 5 Entering Calls Customer Site Page If you cannot locate the site you are looking for you can try to locate the customer through the Customer Site page Customer Browser Site isi ee Site View Coma cornea i nett The Customer Site page provides a way to lookup a
47. e Call View M Select a technician Once you have selected the call you need to wait use the Display Controls to determine the technician s currently dispatched to the call Select the appropriate technician by highlighting him her in the Technician Browser MI Wait the call COINS 10 97 GUI Dispatch System Once the technician and the call have both been selected you can put a wait on the call If the call has already been dispatched use the Complete Action Button to Wait the selected call Complete Chapter 6 Dispatching Calls You can also put a wait on this call by using the menu com mand Dispatcher Actions gt Complete pressing the Alt key combination or using the pop up menu If the call has not been dispatched use the Update Action Button to Complete the selected call displaying in the Call View You can also use the menu command Call gt Update Call press the Alt key combination or use the pop up menu The Call Detail window for this call displays The Call Detail window for this call displays Change the call s status to Wait other You can enter comments about this wait in the Wait Comments field You can also enter or update information in the following areas Work Order Problem text Dispatcher Comments text Scheduled date and time Last Stop date and time 6 18 COINS 10 97 GUI Dispatch System Chapter 6 Dispatching Calls You can review the work
48. e Close l Inquiry Schd Day Schd Month Messages Call view Buttons Display Action buttons controls Navigation buttons Information buttons Note The Co Div Ctr fields shown in the Call View and Technician View appear only in Version 7 The Call Browser lists basic call information You can browse through the list and select a call for action Call Entry Dispatch selects the calls for Call Browser according to the display controls set on the main Dispatch Board 63 Chapter 4 Display Options The Call View offers you a detailed view of the call selected on the browser It shows call information such as address contact person problem description status etc Display Selection Options Controls near the bottom of the Dispatch Board let you display calls in the Call Browser based on their association to Service Technicians As soon as you change the Display Selection the information in the Call Browser changes to reflect the new selection Display Selection options Controls Display Selection Calls and Techs no association Calls Associated to Selected Tech Techs Associated to Selected Call Call Status Filter Queued Assigned C Dispatched Held C Wait Parts WaitLongTem C Al except closed Closed Calls can be displayed using the following Display Selection options Calls and Techs no association Displays all calls depending on Call status selection i
49. e Update Action Button to Complete the selected call displaying in the Call View You can also use the menu command Call gt Update Call press the Alt key combination or use the pop up menu The Call Detail window for this call displays Change the call s status to Hold credit Enter comments about this hold in the Hold Comments field You can also enter or update information in the fol lowing areas Work Order Problem text Dispatcher Comments text Scheduled date and time Last Stop date and time You may also view the work order history for this site by selecting the Work Order page tab at the top of the window Once you have made any changes or corrections click on the Save Action Button in the lower left of the Call Detail window to hold the call and return to the Dispatch Board COINS 10 97 GUI Dispatch System Chapter 6 Dispatching Calls Ll Create work order If you have set up your COINS Service Management module in Tailoring to Default Work Order from Call Slip and the work order does not already exist you will be prompted to create the work order when the call entry screen has been completed e If you respond Yes to the dialog box you will be prompted to enter the appropriate Work Order Fiscal Date e If you respond No you will be returned to the Dis patch Board Hold for Parts This long term hold is only used for calls awaiting parts All other long term holds s
50. e are five ways to sort the calls that appear in the Call Browser when you are viewing only calls associated with the selected technician 0 System Default Status Priority Customer Site User Defined Sort Scheduled Date Allows the system to select the sort that provides the optimal system performance Sorts the technician s calls based first on Status then call Priority Sorts the technician s calls by Customer Site Sorts the technician s calls according to a separate sort definition Once you have selected a technician you can define the way that technician s calls are sorted using the User Defined Sort option Sorts the technician s calls by Customer Site 69 Chapter 4 Display Options Column display order To minimize the need to scroll sideways the system lets you change the order of the columns displayed so that the information most important to you displays first To do this click on the column name and select the appropriate button Move Up or Move Down to reorder the display Call Status Options You can display the calls in the Call Browser based on call status As soon as you change the Call Status Filter the information in the Call Browser changes to reflect the new selection This allows you to move between display options as often as you need to For example you may need to check something on a dispatched call so you would select the Dispatched call status option and after
51. e closed using Complete when dispatching calls See Chapter 5 for additional information about the Complete function Once a call is closed it cannot be reopened It will appear in the Call Browser when the Closed call status display selec tion is chosen However there are occasions you may wish to close a call in this manner For example if you accidentally enter a service call twice you would want to close and essentially delete the duplicate call Step by step Instructions M1 select the call Use the Display Controls to sort and limit the calls displayed in the Call Browser Select the call you wish to close by highlighting it in the Call Browser Detailed information about this call will appear in the Call View Miclose the call Once you have selected the call to be closed simply click on the Close call action button to close the selected call You can also use the drop down menu Call gt Close call or the Alt key combination shortcut In addition there is a Pop up Menu available in GUI Dispatch call browsers and win dows that has an Close option If there technicians assigned to this call a dialog box prompts you to end the assignment Click Yes to end it and the system will confirm that the assignment has been ended e You cannot close a dispatched call If you attempt to do so a dialog box will inform you of the error The system will confirm that the call has been closed 5 16 COINS 10 97
52. e system and controls which information you can enter view or update Type your User ID and Password if needed in the appropriate place in the Logon window Simply click OK or press E nter on your keyboard to Logon This brings you to the main Dispatch Board Chapter 3 Self Guided Tour Adjusting Dispatch Board view options After you have entered a valid User ID and Password the main Dispatch Board appears The way the Dispatch Board displays calls and technicians depends on how the display controls and options are set Certain display settings are system defaults For example each time you open Call Entry Dispatch the Dispatch Board applies the following selections e Display Selection Calls and Techs no Association e Call Status Filter Queued See Chapter 4 Display Options for a complete discussion of display controls Q Adjust Display Controls The display controls for the Dispatch Board screen are located just below the Call and Technician Views Adjust the Display Sdection and Call Status Filter controls to best show the information you need right now These controls are designed for on the fly use They will revert back to the defaults the next time you open Call Entry Dispatch Adjust Call Display and Tech Display options to change column display order sort options and several other settings on a more permanent basis 45 Chapter 3 Self Guided Tour Entering a call LU See Chapter 5
53. een allows you to select calls for the Tech Browser based on Tech Group Each technician code can have a Tech Group associated with it in the Service Management Technician File Use this field to limit the technicians displayed in the Tech Browser to a select list of technician groups Only technicians belonging to the groups listed here will appear in the Tech Browser If you don t use tech groups in your system or if you want to include all technicians be sure to set this to ALL regardless of group Tech ID Range You can limit the technicians displayed by Tech ID by entering starting and ending Tech Ds in these fields To show all technicians leave them blank 75 Chapter 4 Display Options Techs Associated to Selected Call If you are using the Techs Associated to Selected Call Tech Browser the Display Options window shown below lets you control the sort order and column order in the Tech Browser Display Options Tech Browser Display Options Techs Associated To Selected Call Ei Sort By The sort options reflect the current indexes available This is done to keep optimal performance The System Default option will allow the system to 1 Dispatched To Zone use whatever it sees as the best sort which is why it is the fastest 2 Dispatched To Site Name Column Display Order 1 Tech Id 2 Name 3 Call Num 4 Now at Move Up 5 Class 6 Zone 7 Team OK Cancel
54. elect the customer site Use the Site Page or Customer Site Page to determine the appropriate site for this call You can find the customer site by entering the name address city or phone number You can select the site by either 1 Highlighting the site and turning to the Call Detail Page 2 Double clicking on the requested site Selecting a site on the Site page causes the system to re trieve the corresponding customer and to adjust the Call Detail Notebook pages to reflect the selection M Enter call detail Use the Call Detail Page to enter the service call Much of the information in the Call Detail Page window will already be filled in from the selected site Pret eke Mabon Y esate AVI T Su besje a t rere Tex a O 6 lti i CS S ie _ ma EOC A 5 12 COINS 10 97 GUI Dispatch System Chapter 5 Entering Calls You should enter data specific to this call You can update any text field that is enabled Ll Review related customer site information Review the Call Detail Notebook pages to gather or update any information you need Select a notebook page by clicking on the appropriate tab folder along the top of the window You may also select a page by using the navigational action buttons located at the bottom of each Call Detail Notebook page or by pressing the Alt key combination MV Create the call COINS 10 97 GUI Dispatch System After you have entered all
55. er 3 Self Guided Tour Dispatching the technician to a You can dispatch a technician on any service call that is not completed or closed e You may dispatch more than one technician toa call e You may dispatch technicians to a call without first assigning them to that call e You cannot dispatch a technician to more than one call at atime Step by step Instructions M Select a call Use the Display Controls to sort and limit the calls displayed in the Call Browser For example you can set the controls to see only assigned calls without considering their association with technicians ME Select the call you wish to dispatch by highlighting it in the Call Browser Detailed information about this call appears in the Call View M Select a technician Once you have selected the call to dispatch you can use the Display Controls to select the technician s you wish to dispatch to the call s Select the technician you wish to assign by highlighting him her in the Technician Browser The Technician View shows information about the selected technician Verify that the technician has any skills required for the selected call by checking the Technician View O View technician s schedule Check the daily or monthly schedule of the selected technician in order to avoid any schedule conflicts Schedule conflicts 52 Chapter 3 Self Guided Tour display in bright blue This can be done by MO Click on the Schd Day
56. er based COINS software Under certain conditions SHAKER may recommend an alternate installation Chapter 1 Installation Before installing the Call Entry Dispatch System Before installing the CE Dispatch Board on a PC e Verify that the PC meets the minimum requirements listed below e Test the TCP IP connection of the PC 1 Verify PC Requirements Each PC must conform to the minimum specifications listed below in order to perform satisfactorily These recommendations apply to PCs with the standard installation of the CE Dispatch Board e 166 MHz processor or faster e 32 MB RAM e 400 MB of disk space available e PROGRESS Client Networking Version 8 3 e Windows 95 or 98 e 20 VGA monitor 1024 x 768 resolution e CD ROM drive e Modem for support 28 800 baud or faster e PcANYWHERE by Symantec for support 2 Test PC Connection The PC on which you install the CE Dispatch Board must be able to connect to COINS via TCP IP Prior to installing the CE Dispatch Board test the TCP IP connection of each PC by successfully connecting to COINS on the UNIX host Correct any connection problems before installing the CE Dispatch Board Chapter 1 Installation 1 Install COINS update on the server If you received COINS update media e g a tape or diskette in addition tothe CE Dispatch Board CD install the update first Follow the installation instructions that accompany the update media Contact SHA
57. er understand its functions and terminology The Dispatch Board is the primary location where all the dispatcher s navigation or actions begin It is the first screen or window you see after you log into the system It provides access to all other windows and functions in the Call Entry Dispatch System through a variety of menus and action buttons 18 Chapter 2 Getting Started Using Windows Using a mouse Whether you are very familiar with using Microsoft Windows or have little experience you should have little difficulty learning to use the Call Entry Dispatch System The next few pages describe some basic Windows system conventions that will help you navigate through the system A mouse works by placing the mouse pointer usually an arrow somewhere on your screen and then clicking with the mouse button to perform an action Unless otherwise specified use the left primary mouse button when clicking There are several different types of clicks The main types are briefly described below but the best way to learn how to use a mouse is to actually use the system Single Click Some actions are performed by clicking the mouse button once For example click once on an action button to perform that action Double Click This means to click the mouse button two times in immediate succession relatively quickly For example double click on a call to select it and open it for updating Right Click Press the rig
58. ers Plumban Suppby and pick wp 7g Siop by Walkers Plimben Supphy and pick wp Te 1 copper elbows oa the wey be Northside Dae TUUU lme E pm Create moteaga Delete mesage COINS 10 97 7 9 GUI Dispatch System Chapter 7 Technician Actions Select the message you wish to delete by highlighting it Click on Delete message or press the Alt key combi nation to delete the message The message no longer appears in the message window Note There is no confirmation option for the deleting of messages Make very sure that you want to perform the deletion When you have finished with the message utility simply dick on Close to close this window COINS 10 97 GUI Dispatch System Chapter 7 In Summary COINS 10 97 GUI Dispatch System Technician Actions In this chapter we explored the Technician Action Buttons We learned how to check the technician s schedule daily and monthly and how to send and maintain technician messages Chapter 8 Reports and Inquiries What this chapter covers This chapter describes the reports and inquiries available in the GUI Dispatch System It will instruct you in the steps necessary to obtain an indi vidual report and the benefits of the available reports and inquiries Site Inquiry The Service Site Inquiry is a quick way to view information about a service site You can request to see this inquiry by clicking on the Inquiry action button located
59. es screen e Change PROGRESS to PROGRESSS83 e Complete the Item Working Directory as follows Driveisc Path is SHAKER Answer Yes when it asks if you want to create that directory 3 Complete the PROGRESS installation 4 Restart the PC Chapter 1 Installation 4 Install the Call Entry Dispatch System on the PC First make sure you have installed PROGRESS on the PC that will be using the CE Dispatch Board Then load the CE Dispatch Board CE Dispatch will not function properly if the installation is done out of order Note If an earlier version of Call Entry Dispatch is already loaded on this PC remove it before installing the updated version 1 To load the CE Dispatch Board from the CD 1 Insert the Software Installation CD in the PC s CD drive 2 Click the Windows Start button then Run 3 From Run click the Browse button 4 Find the icon for your CD ROM drive and double click on it to open it 5 Software Installation CD may contain several software installation files Look for the install file for your version of the Call Entry Dispatch Board and double click on it For example Gd6 exe Version 6 Call Entry Dispatch Gd7 exe Version 7 Call Entry Dispatch 6 You will return tothe Run screen dick the OK button 7 Theinstallation program asks if you want to install this software now Click Yes 8 Theinstallation program requests the password required to extract the files Enter the license ke
60. ever a technician has a message a note to that effect appears in the Technician view of the Dispatch Board Step by step Instructions M Select a technician Use the Display Controls to determine the technician you wish to send a message Select the appropriate technician by highlighting him her in the Technician Browser MCreate a message Use the Message Action Button to enter technician mes sages You enter the message utility by clicking on the a Message Action Button or by using the menu command Eee Technicians gt Message by pressing the Alt key combina tion or by using the pop up menu This brings up the Message window for this technician Pe haresga Bor DAVID HATRON BEE Hunny eth coll 114 cali ia scheduling Shop by Walker s Plumbing Supply and pick s T 0 1 7 copped elbows on the way io KLEIN S zl Das Tires Hig Reve meani Clase COINS 10 97 7 7 GUI Dispatch System Chapter 7 Technician Actions Click on Create message or press the Alt key combina tion to send a message to this technician You will be prompted by a blinking cursor in the text box Simply type your message You can enter an unlimited number of lines The system will supply the current date and time along with the dispatcher s initials to the message Save the message When you have finished entering the message click Save message or press Return or AIt S on you keyboard to send your message
61. getting the needed information select the Queued option to continue reviewing assigning and dispatching calls You can select any of these Call Status display options by simply clicking on the appropriate radio round button Call Status Filter Controls Display Selection Calls and Techs no association Calls Associated to Selected Tech Techs Associated to Selected Call Call Status Filter Queued C Assigned Dispatched Held C Wait Parts C WaitLong Tem C Al except closed Closed Queued Q Calls waiting for action by the dispatcher The default status for new calls is Q Assigned A Calls that have been assigned to at least one technician as a to do item Technicians can have several calls pre assigned to them but can only be dispatched to one at a time Dispatched D Calls that have currently been dispatched to at least one technician 70 Chapter 4 Display Options Held H Calls currently on hold for a short time waiting for credit approval This code will keep a call high on the list for action as soon as the hold is resolved Wait Parts P Calls waiting for parts before dispatch Wait Long Term W Calls that are being held for a longer period of time for a variety of reasons All except closed Any call that has not been completed or voided Closed C Calls that have been completed or voided 71 Chapter 4 Display Options
62. hat you mark the database connection to the COINS database used most often as the default connection using the Mark as Default button on the Database Connections Window If you make this database the default connection the next time you start the Call Entry Dispatch Board you will have the option to Attempt to Connect to default database as shown below Figure 6 Connect to Default Database Database Connection Default Configuration Found 22 Attempt to Connect to default database Troubleshooting Here are some common errors you may encounter during installation and ways to correct them Problem No server Make sure the server is running on the host You can verify this by having a session with the company in question running In other words make sure that a session is running in the character based version of COINS for that company To do this log into the character based COINS database for that company Make sure the Host Services side was set up correctly 1 Goto the directory where the database resides Example cd SDATA 15 Chapter 1 Installation Look to see if the server is running by doing a UNIX list Is by entering 1s lt databasename gt 1k Example ls coinsco99 1k If a lt databasename gt Ik file exists it is likely that the server is running Have all the users exit the database and restart it To start the server back up you can simply use the regular COINS menu and select the company
63. he screen ag Using the Alt key combination indicated by the underlined letter S Right clicking in the Call Browser 34 Chapter 2 Getting Started Call Action Buttons There are three actions buttons in the Call group See Chapter 5 for a complete discussion of Entering Calls Call Action Buttons Call New call Update Close New Call The New Call button allows you to create a new call slip When you select this button you will see a window that has all the information you need to create a new call Update Call You can use the Update Call button to update an existing call When you select this button you will see a window displaying the call detail for the call you selected to update Close The Close call button allows you to close a call that has not yet been dispatched You may close any queued or assigned call When you close a queued call the system will simply verify to you that the call has been closed If you close a call that has already been assigned you must verify that the technician should be unassigned from this call The system will cancel the assignment and close the call Other ways to perform these actions are GJ Using the Call menu at the top of the screen ag Using the Alt key combination indicated by the underlined letter Y Right clicking in the Call Browser 35 Chapter 2 Getting Started Technicians Action Buttons The Technician action buttons all
64. he call ii Select the technician you wish to assign by highlighting him her in the Technician Browser The Technician View shows information about the selected technician Verify that the technician has any skills required for the selected call by checking the Technician View 50 Chapter 3 Self Guided Tour O View technician s schedule Check the daily or monthly schedule of the selected technician in order to avoid any schedule conflicts Schedule conflicts display in bright blue This can be done by L Click on the Schd Day or Schd Month action button CJ Usethe Technicians menu at the top of the screen Select Technicians gt Schd Day or Technicians gt Schd Month to view the schedule for the selected technician at press AItILY or AIt M as indicated by the underlined letters on the action buttons MAssign the call You have selected the call and the technician and their detailed information appears in the Call View and Technician View Clicking the Assign action button assigns the selected call to the selected technician and changes the call s status toA assigned This can be done by 2 Clicking on the Assign action button J Using the Dispatcher Actions menu at the top of the screen Select Dispatcher Actions Assign At Pressing AIt A as indicated by the underlined letter on the action button ME Right clicking in the Call Browser and selecting Assign from the pop up menu 51 Chapt
65. hen COINS Service Management is tailored to Default Work Order from Call Slip Call Entry Dispatch prompts you to create the work order whenever you exit the call entry screen until the work order number has been assigned If the prompt is still appearing you may want to create the work order now 56 Chapter 3 Self Guided Tour Putting a call on Hold Sometimes the work on a service call is not complete but you need to place the call on hold or wait status This frees any technicians assigned or dispatched to the call for other work There are several types of holds for service calls which are all entered in a similar manner e Hold credit e Parts hold e Wait other See Chapter 6 for more information on placing calls on hold Step by step Instructions M Select a call Select the call you wish to hold by highlighting it in the Call Browser Detailed information about this call will appear in the Call View M Review technicians associated with the call Once you have selected the call you need to hold adjust the Display Selection control to show Techs Associated to Selected Call The Technician Browser now shows any technicians assigned or dispatched to this call If any technicians are currently dispatched to the call the call number and site will appear in the Technician Browser You must end the dispatch before you can place the call on hold See Ending the call on page 55 for details M Update the ca
66. hould use Wait other see below M Select a call Use the Display Controls to sort and limit the calls displayed in the Call Browser Select the call you wish to hold by highlighting it in the Call Browser Detailed information about this call will appear in the Call View M Select a technician Once you have selected the call to hold use the Display Controls to determine the technician s currently dispatched to the call Select the appropriate technician by highlighting him her in the Technician Browser VI Hold the call Once the technician and the call have both been selected you can hold the call If the call has already been dispatched use the Complete Action Button to hold the selected call displaying in the Call View Complete COINS 10 97 6 15 GUI Dispatch System Chapter 6 Dispatching Calls eT You can also hold this call by using the menu command Dis v patcher Actions gt Complete pressing the Alt key combi nation or using the pop up menu If the call has not been dispatched use the Update Action Button to Complete the selected call displaying in the Call View You can also use the menu command Call gt Update Call press the Alt key combination or use the pop up menu The Call Detail window for this call displays ak de L Prea a Behrs kad 5 Heke ei Bey F Mme jee ll a Detroit inher i Tiap i a ip Thug lmi dpaihi WH Tier EET bi sippi EP
67. ht i e non primary mouse button to open up a popup menu of appropriate actions based on the position of the cursor For example if the cursor is placed over a call the popup menu lists options such as Assign Dispatch Complete and Print Call 19 Chapter 2 Getting Started Navigating using the Task Bar The Windows Task Bar is located at the bottom of the screen below the Dispatch Board where the Windows Start button is located Whenever you start a program or open a window a button representing that window appears on the Task Bar When you close a window or exit a program its button disappears from the Task Bar If you wish to view one of the open windows simply click on its Task Bar button Windows Task Bar Hiran ie SHAKER COMPUT gacors CEL Seme Eh gon Screen Application Manager Serice Dispatching pimay Dispatch Board window By default the Task Bar is always visible when Windows is running If the Task Bar obstructs part of the Dispatch Board you can reduce its size or use other controls included in Windows to hide it Moving between windows The Call Entry Dispatch Board requires 1024x768 pixels This means that on most monitors the Dispatch Board uses up all the available screen space If you have applications running in other windows there are two quick ways to move between the windows e UsetheTask Bar as described above e Hold down the AIt key and press the Tab key Lat it This br
68. ick Edit The Quick Edit feature provides a quick way to review or edit basic call information Use the drop down menu Call Quick Edit or the Alt key combination You can also use Quick Edit from a pop up menu in views that display call information You can edit and save call information from this window Quick Edit Call Slip aa fe avi In Summary In this chapter we explored the Call Detail Notebook and its various pages We learned the steps necessary to enter update and close service calls 5 18 COINS 10 97 GUI Dispatch System Chapter 6 Assigning Dispatching and Ending Call Assignments What this chapter covers This chapter provides detailed information and step by step instructions for assigning dispatching and completing Ser vice Management calls It will help you to carry out the basic tasks of a dispatcher and to also take full advantage of the options and features available in the GUI Dispatch System Assign a Call to a Technician Assigning a call to a technician establishes a relationship between the technician and the call that makes it easier to dispatch a technician to the call later System Controls Dispatcher Actions Call Technicians Help 0 00 Eal Num Zonef Al 5 3322 bama rags Charlotesvil 07 29 97 10 08 am 07
69. ick on the right or non primary mouse button will produce the following pop up menu achoduie for DAVID MATSON 11 19 97 Be Ei TI4CLOWNKO1 GMANT EAGLE WICHITA 18 6 10 26 97 10 30 am THECLOWNK OT GMANT EAGLE 188 6102697 10 30 am A Teel 02 18 4 10 26 97 11 50 am A TSGELL 02 BELL ATLANTIC 188 4102697 11 30 3m A ISEBELL 02 BELL ATLANTIC 188 4102697 11 30 am a TSGELL 02 BELL ATLANTIC 188 4102697 11 30 am A TSGELL 02 BELL ATLANTIC 188 4102697 11 30 3m a 1075 esco 00 Gest Company 2 Soren 1 00 pm A 1075 esco 00 Best Company 2m 6102697 1 00 pm 1075 esto O01 Best Company 288 6102697 1 00 pm A 1075 esco O00 Best Company 288 6102697 1 00 pm A 1075 esco O01 Best Company 288 6102697 1 00 pm A lasern AM Reet nmnumr Pee RINMRA VAN nm A Chapter 7 Technician Actions Highlight the desired function and you will be placed in the appropriate screen For example clicking on Quick Edit will produce the following screen on which you can update call slip information Bered cafes Siw fome O f l ot ie a Reger f Cust BELL Site OF Call 156 Contrect COMIS Renewal 0 Work Order 156 Nome BELL ATLANTIC Pran to see Prenty Cl A reaa 1 210 CENTER CIRCLE STE 710 Caller Atena 2 Coatect BILL DANIELS seag City WICHITA State KS Phone 6167214589 Zip 7215 Zone Tema WET 30 Operator ats ee Dispaher camments zj ate Called 09 13 97 Time RSB TON OOM Reg skill l F Required 0 Times F AMI PM Pret
70. iety of ways e Sort order e Column display order e Tech groups e Range of tech IDs in Version 7 only Display Options Tech Browser Display Options Techs 1 Class 2 Tech Id 3 Name 4 Now at 5 Call Num Zone 7 Group Sort order As the sample window demonstrates the technicians that appear on the Technician Browser can be sorted in several ways 0 System Default Allows the system to select the sort that provides the optimal system performance 1 Dispatched To Sorts the technicians based on Zone the zone to which they have been dispatched 2 Dispatched To Sorts the technicians based on Site Name the site to which they have been dispatched 74 Chapter 4 Display Options 3 Tech ID Sorts the technicians by ID code available in Version 7 only 4 Tech Name Sorts the technicians alphabetically by name available in Version 7 only 5 Tech Group Sorts the technicians according to the Tech Group to which they have been assigned available in Version 7 only Column display order Large as the Dispatch Board is there is a finite amount of visible space in the Tech Browser To minimize the need to scroll sideways the system lets you change the order of the columns displayed so that the information most important to you displays first To dothis click on the column name and select the appropriate button Move Up or Move Down to reorder the display Tech groups This part of the scr
71. ighting him her in the Technician Browser 55 Chapter 3 Self Guided Tour Complete the call Once the technician and the call have both been selected you can complete the call This can be done by Ae Clicking on the Complete action button CJ Using the Dispatcher Actions menu at the top of the screen Select Dispatcher Actions gt Complete At pressing AIt C as indicated by the underlined letter on the action button L Right clicking in the Call Browser and selecting Complete from the pop up menu If multiple technicians were assigned or dispatched to the call you must repeat this process for all the technicians as wall before the call is completed and dosed M Review and update Call Detail When all the assignments and dispatches are completed the system displays the Call Detail window for the call This gives you an opportunity to review the call information one more time and to enter information relating to completing the call Once you have made any changes or corrections dick on the Save action button in the lower left of the Call Detail window You may also press the AIt S key combination to continue After you save the call information the call status changes to C You can see it on the Dispatch Board when you set the Call Status Filter to view Closed calls only Ll Create Work Order After reviewing the call detail you may see a prompt asking whether you want to create a work order for this call W
72. imit the calls displayed in the Call Browser to calls scheduled for a particular day or range of days However any calls without a scheduled date will also appear in the browser Call priority This part of the screen allows you to select calls for the Call Browser based on call s current priority Higher numbers are higher priority The priority of a call is set when the call is created based on defaults set in COINS S M tailoring for new calls PM call slips and rescheduled calls It may be updated thereafter through U pdate Calls 68 Chapter 4 Display Options Calls Associated to Selected Techs If you are using the Calls Associated to Selected Techs Call Browser the Display Options window shown below lets you control the sort order and column order in the Call Browser Display Options Calls Associated to Selected Techs Display Options Calls Associated To Selected Tech Browser Ea Sort By 1 Status Priority 2 Customer Site 3 User Defined Sort C 4 Scheduled Date The sort options reflect the current indexes available This is done to keep optimal performance The System Default option will allow the system to which is why it is the fastest m Column Display Order 1 Tech Call Stat 2 Priority 3 Call No 4 Name 5 City 6 Called 7 Scheduled 8 Prob 9 Zone 10 Cust 11 Site oil Move Up Cancel Move Down Help Sort order Ther
73. ined letter in the action name e g Assign Press the Alt key and the underlined letter to perform the same action as if you clicked the mouse on the action button This is called the Alt key combination Lat For example to assign a call to a selected technician press the AIt key and hold it down then press the A key 32 Chapter 2 Getting Started Pop up menus are available in certain Call Entry Dispatch browsers and windows When available a single right mouse click brings a pop up menu of actions and navigational commands appropriate to the current browser or window You can select or review an item and with minimal mouse movement click and choose an action or a navigation See Chapter 4 for more examples a For example to assign a call to a selected technician select the call from the Call Browser and right click A popup menu related to the Call Browser appears Select Assign from that menu by moving the cursor mouse pointer to your selection and clicking with the left mouse button Dispatcher Action Buttons There are four buttons that can be termed dispatcher actions See Chapter 6 for a complete discussion of Assigning Dispatching and Ending Call Assignments ME This section summarizes using the buttons located at the bottom of the Dispatch Board Dispatch Action Buttons Dispatcher Actions Assign Unassign Dispatch Complete Assign This button changes a selected call s s
74. ings up a box showing icons for all the open windows Press the Tab key until the window you want to use is highlighted When you release the Alt key that window comes into focus or to the top 20 Chapter 2 Getting Started Moving or resizing a window PC windows can be minimized maximized closed and moved Windows Controls Minimize Maximize Close button button button 8 7 es tn COINS Service Dispatching System Controls Dispatcher Actions Call Technicians Help Calls STA caine Q 4 64 21 THE KARNER GROUP INC 289 A1 SHTON TNNTISTRIFS e You can move a window around the screen Using your mouse click and hold on the solid blue title bar at the top of the window Without releasing the mouse button move the mouse on the mousepad When you move the mouse pointer you move the window e Every window has a Close button in its upper right corner When you click on this button you close the window and quit the program e Next tothe Close button are the Minimize and Maximize buttons You may use these buttons to resize your window When you minimize the Dispatch Board a button representing it appears on the Task Bar Click on the Task Bar button to recall the Dispatch Board Using the Menu Bar A menu bar is located along the top of the Dispatch Board When you click on a selection on the Menu Bar you seea drop down menu You can choose something from this menu by moving your mouse
75. ispatch System Call Detail Notebook Whenever you enter a New call or Update an existing call you will see the Call Detail Notebook It is called a Notebook because it consists of several Pages represented by the tab folders along the top of the screen Some of the tab folders may be dimmed This means that there is not a page in this notebook for that particular topic For example there may not be any contracts on file for a given customer site O TST Erime Ahim Cuomnm mwbardoen Anaa E Sn ns The Call Detail Notebook consists of the following pages Site Page Allows direct choice of a customer site based upon you entry of asite s name address city or phone COINS 10 97 5 1 GUI Dispatch System Chapter 5 Entering Calls Customer Site Page Helps select a site by selecting a customer Gives you valuable information and the ability to add update a customer site Call Detail Page Enter and create the Call Equipment Page Review the equipment associated with a Call s site A R History Page Review the A R history associated with a Call s customer Contracts Page Select or just review the Contracts associated with a Call s site It is only accessible when the currently selected cus tomer site has contracts Work Orders Page Allows you to assign an already defined work order to the Call Slip Prev Calls Page Allows you to view and select information about previous servic
76. ll Detail window or press the AIt S key combination to save your changes place the call on hold and return to the Dispatch Board 58 Chapter 3 Self Guided Tour Ll Create Work Order If you have set up your COINS Service Management module in Tailoring to Default Work Order from Call Slip and the work order does not already exist you will be prompted to create the work order when the call entry screen has been completed 59 Chapter 3 Self Guided Tour Closing Call Entry Dispatch Make sure you save work in any open Call Detail windows before leaving Call Entry Dispatch Otherwise any unsaved work will be lost M Exit the system Use one of the following methods close Call Entry Dispatch ME Clicking on the Exit action button near the bottom right side of the screen LJ Using the System menu at the top of the screen Select System gt E xit Lat Pressing AIt E as indicated by the underlined letter on the action button ii Clicking the Close symbol on the outside corner of the Dispatch Board window M Close the Application Manager Close the Application M anager using one of the following methods LJ Using the System menu at the top of the screen Select System E xit asi Clicking the Close symbol 60 Chapter 3 Self Guided Tour In summary In this chapter we followed one call through the different aspects of the call entry dispatch process The remainder of this manual provi
77. ll status If the call has already been dispatched first complete the dispatch see above If the call has not been dispatched you can go ahead and place the call on hold Placing a call on hold does not affect its assignment to specific technicians A call is placed on hold by changing the call s status This is 57 Chapter 3 Self Guided Tour done through the Call Detail screen opened by one of the following options Uj Clicking on the Update action button at the bottom of the screen LJ Using the Call menu at the top of the screen Select Call Update call Lat Pressing AIt P as indicated by the underlined letter on the action button ME Right clicking in the Call Browser and selecting Update from the pop up menu The Call Detail window for this call displays In the Status box click the arrowhead that points down From the list of available statuses select the one that best fits your situation Call Detail Window Updating call 673 OF x Call 673 Cust 123 Site 1 Contract Renewal 2 Work order 673 Name KDS USA Inc Prsntosee Robert Smith Priority 6 Address 1 12300 Edison Way Caller Status Assigned gt Address 2 Contact Robert Smith Phone 518 798 1111 30 Operator rachelle You can enter comments about this hold in the Comments field at the bottom of the screen When you are done click on the Save action button in the lower left of the Ca
78. monthly and combined schedules 8 Reports and Inquiries How to get information from the Call Entry Dispatch Board Includes descriptions and samples of nquiries and reports Appendices and an index for the entire manual are also included Introduction Printing conventions and special symbols The Call Entry Dispatch Board contains numerous windows and functions To help facilitate your understanding of both this manual and the system itself the following standards are used throughout the manual When we talk about a view or window its name is in italics Example The main Dispatch Board contains a Call Browser and a Technician Browser Actions that can be performed by the user are in bold print Example Simply click on the Assign action button to assign the selected call Keys to be pressed are in square brackets Example Press AIt A to assign a call i e press the key labd ed Alt and the underlined letter on an action button to perform that action Often there are multiple ways to perform a specific action in Call Entry Dispatch The following symbols indicate are visual clues to such instructions 0J Represents using the drop down menus at the top of the screen ag Represents using an Alt key combination The second key is indicated by the underlined letter ME Represents a mouse action such as clicking ona button or right clicking to call up a menu box Step by step instructions are
79. n the Call Browser and all technicians in the Technician Browser Calls Associated to Selected Tech Displays only the calls associated with the technician selected highlighted on the Technician Browser This selection is also affected by the Call Status option For example you can choose to display Assigned calls associated to a selected technician Techs Associated to Selected Call Displays only the technicians associated with the call selected highlighted on the Call Browser This selection is also affected by the Call Status option For example you can choose to display technicians associated with Held calls Call Display Options The Call Display button located in the lower right corner of the Dispatch Board controls the way the Call Browser system sorts the calls for display There are two different Display Option screens both are shown on the pages that follow The 64 Chapter 4 Display Options first appears when the Display Selection is set to Calls and Techs no association or Techs Associated to Selected Call The other is used when the Call Browser is set to show Calls Associated to Selected Tech Display Controls Call Display Refresh Tech Display Exit To review or update the Call Display options a Click the Call Display button at the bottom of the screen CJ Usethe Controls menu at the top of the screen Select Controls gt Call Display to change the display controls for the Call
80. ntry part of the Call Detail Notebook After you have selected the appropriate site and customer the system fills in the Call Detail Page window Enter the data specific to this call priority contact person problem code etc Click on the Save action button to save and create a new call Pressing the Alt key combination also saves the call There is also a Reset action button on this page Use this button to clear all data fields except those that were set based upon your original site selection and restore them to their original values Pressing the Alt key combination also resets the call fields 5 6 COINS 10 97 GUI Dispatch System Chapter 5 Equipment Page COINS 10 97 GUI Dispatch System Entering Calls The Equipment page lets you review the equipment associ ated with the selected customer site Chapter 5 Entering Calls A R History Page The A R History page allows you to review the A R history of the call s customer You will see the customer s credit limit receivable balance and a brief invoice aging report 5 8 COINS 10 97 GUI Dispatch System Chapter 5 Entering Calls Contracts Page The Contracts page allows you to review and or select the contracts for the selected customer site The tab will be dimmed if there are no contracts on file for the site Contract Browser Use the Contract Browser to locate the appropriate contract by highlighting it The Contract
81. o a call all assign ments must be ended before you can close the call When you complete a call that has more than one technician dis patched to it you will be prompted to reassign the technician s It is possible to put a call on hold pending credit approval This is a short term hold and keeps the call available for immediate action as soon as the credit issue is resolved M Select a call Use the Display Controls to sort and limit the calls displayed in the Call Browser Select the call you wish to hold by highlighting it in the Call Browser Detailed information about this call will appear in the Call View M Select a technician Once you have decided which call you need to hold use the Display Controls to determine the technician s currently dispatched to the call Select the appropriate technician by highlighting him her in the Technician Browser M Hold the call Ma Shaker Computer Serice Oinpatching COINS 10 97 GUI Dispatch System Once the technician and the call have both been selected you can hold the call If the call has already been dispatched use the Complete Action Button to Complete the selected call displaying in the Call View Complete You can also use the menu command Dispatcher Actions Complete press the Alt key combination or use the pop up menu The Call Detail window for this call displays Chapter 6 Dispatching Calls If the call has not been dispatched use th
82. or Schd Month action button LJ Usethe Technicians menu at the top of the screen Select Technicians gt Schd Day or Technicians gt Schd Month to view the schedule for the selected technician At press AIt LY or AIt M as indicated by the underlined letters on the action buttons M Dispatch the call You have selected the call and the technician and their detailed information appears in the Call View and Technician View Clicking the Dispatch action button dispatches the selected call to the selected technician and changes the call s status to D dispatched This can be done by Ye Clicking on the Dispatch action button 0J Using the Dispatcher Actions menu at the top of the screen Select Dispatcher Actions gt Dispatch At Pressing AIt D as indicated by the underlined letter on the action button ME Right clicking in the Call Browser and selecting Dispatch from the pop up menu A Update call detail The Call Detail window for this call displays on which to enter information relating to the call s dispatch Once you have made any changes or corrections click on the Save action button in the lower left of the Call Detail window or press the AIt S key combination to save the changes to the call dispatch the technician to it and return to the Dispatch Board 53 Chapter 3 Self Guided Tour Ll Create Work Order After reviewing the call detail you may see a prompt asking whether you want to c
83. order history for this site by select ing the Work Order page tab at the top of the window Once you have made any changes or corrections click on the Save Action Button in the lower left of the Call Detail window to wait the call and return to the Dispatch Board Ll Create work order COINS 10 97 GUI Dispatch System If you have set up your COINS Service Management module in Tailoring to Default Work Order from Call Slip and the work order does not already exist you will be prompted to create the work order when the call entry screen has been completed e If you respond Yes you will be prompted to enter the appropriate Work Order Fiscal Date e If you respond No you will be returned to the Dis patch Board Chapter 6 Dispatching Calls In Summary In this chapter we explored assigning dispatching and holding calls We learned the steps necessary to dispatch technicians to service calls and how to modify these dispatch assignments COINS 10 97 GUI Dispatch System Chapter 7 Technician Actions What this chapter covers This chapter provides information about GUI Dispatch System options that are specific to technicians It will show you how to send your technicians messages and to monitor their daily and monthly This will help you to keep track of the technicians and to avoid scheduling con flicts Technicians Action Buttons There are three main Technician Action Buttons They are
84. ot necessary to manually refresh your Dispatch Board at a regular interval Thereis a timer set up in the Call Entry Dispatch Board that forces an automatic refresh of the main browsers and corresponding views The Refresh action button is provided in case the user wants to force an immediate refresh of the system Refresh forces the system to update the Dispatch Board with any changes that were made since the last refresh Manually refreshing the Dispatch Board The Dispatch Board refreshes automatically on a predetermined schedule If you need to refresh it on the fly choose one of the following methods A Click on the Refresh button The Refresh action button is located with other action buttons in the lower right of the Dispatch Board CJ Usethe drop down menu Controls gt Refresh data JZ At Press the key combination AIt R 39 Chapter 2 Getting Started Changing the refresh interval It is possible to vary the interval at which the Dispatch Board is refreshed Use the drop down menu to select Controls gt Change refresh interval n the window that appears on the screen enter the desired refresh interval in minutes Refresh Interval CRS Saree Uipaing Deen Coc Cypatche Actors Cal lgh pjp Num Of Minutes E o a Cancel Help Enter the refresh interval in minutes aln i Fl oe Z0 ttt 133 Ine 40 Chapter 2 Getting Started In summary In this chapter we learned about the b
85. ow you to perform actions for a selected technician i e the one that is highlighted on the Technician Browser that are independent of a selected Call There are three buttons in the Technician action button group See Chapter 7 for a complete discussion of Technician Actions Technician Action Buttons Technician Schd Day Schd Month Messages Schd Day Use this action button to display a daily schedule listing of Calls assigned to the selected technician Note There must be information in a call s Scheduled Date field in order for the call to appear in this list Schd Month This action button displays a monthly schedule of tasks that have been assigned to a selected technician a long term schedule Note There must be information in a call s Scheduled Date field in order for the call to appear in this list Messages This action button brings up a window in which you can create and delete messages for a selected Technician A message appears in the Technician View when thereis a message for the selected technician Other ways to perform these actions are 0J Using the Technicians menu at the top of the screen Lat Using the Alt key combination indicated by the underlined letter S Right clicking in the Call Browser 36 Chapter 2 Getting Started Other Action Buttons Several other action buttons are located in the bottom portion of the Dispatch Board Other Action Buttons Call
86. pointer to your choice and clicking Menu Bar COINS Service Dispatching System Controls Dispatcher Actions Call Technicians Help Calls New call Quick Edit 289 41 SHIRO F Print call Eind Call Ctrl F 21 Chapter 2 Getting Started Using the Scroll Bars When a window is not large enough to display all the information it contains a scroll bar appears on the side or bottom of the window You can scroll through the information by dragging the scroll box or clicking on the scroll arrows Scroll Bars FRED MOSSMAN ANNENBURG FUND Ken Jackson THE WOODS CTR Kevin Martin 0 0 0 ANNENBURG FUND ROGER MATSEN Using Pop up Menus In certain Call Entry Dispatch browsers and windows a single right mouse click displays a pop up menu of actions and navigational commands appropriate to the current browser or window This gives the user the ability to select or review an item and with minimal mouse movement click and choose an action or a navigation option For example a single right mouse click over the Call Browser brings up the menu shown below Pop up Menu Sched Day FRED MOSSMAN Sched Month Ken Jackson Kevin Martin 0 ROGER MATSEN Tech Display User Defined Tech Call Sort 22 Chapter 2 Getting Started Starting Call Entry Dispatch There are several ways to start up the Call Entry Dispatch
87. reate a work order for this call When COINS Service Management is tailored to Default Work Order from Call Slip Call Entry Dispatch prompts you to create the work order whenever you exit the call entry screen until the work order number has been assigned 54 Chapter 3 Self Guided Tour Ending the call By Ending the call we mean that the work is complete In this case you want to end the call assignment and close the call This scenario is described below Do not use the following steps if the work is not complete but you need to place the call on hold for parts a credit check or other reasons See Putting a call on Hold later in this chapter for the correct procedure Step by step Instructions M Select a call Use the Display Controls to sort and limit the calls displayed in the Call Browser 20 Select the call you wish to close by highlighting it in the Call Browser Detailed information about this call will appear in the Call View M Select a technician Once you have selected the call to be closed adjust the Display Selection control to show Techs Associated to Selected Call The Technician Browser now shows only technicians assigned or dispatched to this call If any technicians are currently dispatched to the call the call number and site will appear in the Technician Browser Note The call cannot be completed until each technician assignment has been resolved Select the first technician by highl
88. t is possible to modify a call from the technician schedule screen A single click on the right or non primary mouse button will produce the following pop up menu Highlight the desired function and you will be placed in the appropriate screen When assigning future calls for example Preventive Mainte nance calls you can check the technician s monthly schedule by clicking on the Schd Month Technician Action Button See Chapter 6 for detailed information about checking tech nicians schedules Chapter 6 Dispatching Calls MAssign the Call Once you have determined the appropriate technician for the selected call simply click on the Assign Action Button to assign the selected call displaying in the Call View to the selected technician displaying in the Technician View Aneign EN coc eee You can also assign this call by using the menu command a Dispatcher Actions gt Assign by pressing the Alt key combination or by using the pop up menu 6 4 COINS 10 97 GUI Dispatch System Chapter 6 Dispatching Calls Unassign a Call Assigned to a Technician It is possible to Unassign a selected call from a selected technician Step by step Instructions M Select a Call Use the Display Controls to sort and limit the calls dis played in the Call Browser For example use the controls to see only assigned calls Select the call you wish to unassign by highlighting it in the Call
89. tatus to Assigned A It also creates a call relationship with the technician to whom the call is assigned When using the Assign action button the system notifies you if you have not selected either a call or technician on the appropriate browser if the call is already complete or if the technician is not available 33 Chapter 2 Getting Started Unassign This button changes a selected call s status from Assigned A to Queued Q This allows you to remove a call s relationship to a specific technician while keeping the call open You may not unassign a dispatched call Dispatch This action button dispatches a technician to a call and upgrades the call status to Dispatched D When dispatching a call the system notifies you if you have not selected either a call or a technician on the Browser if the technician is already been dispatched to a call if the call is already complete or if the technician is not available Complete The Complete action button completes the assignment of the selected technician on the selected call Whenever you end a dispatched call the call should be completed Completing a call updates its call status to C When you select the Complete action button you will be presented with a call slip window on which you can enter the information appropriate to the completed call Other ways to perform these dispatcher actions are 0J Using the Dispatcher Actions menu at the top of t
90. tech Schedeted 12 26 97 Tima 1139 FAMC PM Est beara 1 00 Source ol lead Last Dispah Time FAMEM Prev slip 0 Customer PO Last Step Time FAMEEN La e om Update or view the call slip information and click on the OK button and you will be returned to the daily planner display When you have finished with the daily planner display simply click on Cancel to dose the schedule window 7 4 COINS 10 97 GUI Dispatch System Chapter 7 Technician Actions Check Technician s Monthly Schedule The Schd Month technician action button displays a monthly schedule of tasks that have been assigned to a selected technician This serves as a long term schedule for the technician Step by step Instructions M Select a technician Use the Display Controls to determine the technician whose schedule you wish to review Select the appropriate technician by highlighting him her in the Technician Browser M View the task list is tovaes Camas tonerer Tenpesta View the monthly task list of the selected technician by ee a clicking on the Schd Month Action Button or by using the menu command Technicians gt Task by pressing the Alt key combination or by using the pop up menu This brings up the Monthly Task List window for this techni cian fe Monthly tack bet for CARSON JEREMY Oix Schegeied Est hea Zone Pr st 2256 TRISTATE REALTY COMPANY 244 BLVD OF THE ALLIES PITTSBURGH C4257 om Om TA 1518 NEV
91. tem Reports and Inquires The Equipment page lets you review the equipment associ ated with the selected customer site Chapter 8 Reports and Inquiries A R History Page The A R History page allows you to review the A R history of the call s customer 8 6 COINS 10 97 GUI Dispatch System Chapter 8 Reports and Inquires Contracts Page The Contracts Page allows you to review the contracts for the selected customer site Contract Browser Contract View ee SE CG Use the Contract Browser to locate the appropriate contract by highlighting it The Contract View will give you detailed information about the selected contact COINS 10 97 GUI Dispatch System Chapter 8 Reports and Inquiries Work Orders Page The Work order page allows you to view existing work orders for the chosen customer site Work Order Browser Work Order View Use the Work Order Browser to locate the appropriate con tract by highlighting it The Work Order View gives you detailed information about the selected work order 8 8 COINS 10 97 GUI Dispatch System Chapter 8 In Summary COINS 10 97 GUI Dispatch System Reports and Inquires In this chapter we explored the various reports and inquir ies available in the GUI Dispatch system
92. that begin running when Windows 95 starts 4 Drag or copy the Dispatch shortcut icon from the desktop into the StartUp folder as shown in Figure 3 Adding Dispatch to the Startup Menu 10 Chapter 1 Installation Figure 2 Accessing Task Bar from Start Menu Windows Explorer sxa Programs gt x Favorites N Documents gt Control Panel al Printers 3J Folder Options A Active Desktop RY Windows Update gt Taskbar Properties Taskbar Options Start Menu Programs m Customize Start menu You can customize your Start menu by adding or removing items from it aE Remove Aayar m Documents menu Click the Clear button to remove the contents of the Documents menu and other personal history lists Clear ie Bony OK Cancel Figure 3 Adding Dispatch to the Startup Menu My Computer Internet Explorer 5 a BX Exploring StartUp t Network Neighborhood RESULTS File Edit View Go Favorites Tools Help l Ea TZ All Folders x A aad Progress zj My Documents 85sElGgS Real Sound Blaster 16 2 l gt Recycle Bin Name Size Type Modified Ezp Disk Icons 1KB Shortcut 5 21 99 7 21 A gm Refresh 1KB Shortcut 5 21799 7 20 4 i Dispaks H 11 Chapter 1 Installation 5 Set and save database connections Once C
93. the available information you can create the call Simply click on the Save action button in the lower left of the Call Detail page You can also use the AIt key combination This creates the call and makes it accessible to the Dispatch Board Chapter 5 Entering Calls Update Call It is sometimes necessary to update the call information for a given call slip For example the client may call back with a P O or contract number for the call or to provide more de tails about the reported problem Step by step Instructions M Select the call Use the Display Controls to sort and limit the calls displayed in the Call Browser Select the call you wish to update by highlighting it in the Call Browser Detailed information about this call will appear in the Call View M Update call detail ka Shakar Cowonies Sereoe Dapaleaig Once you have selected the call to be updated simply click Eran Caini Dematchat toere a on the Update Action Button to enter the Call Detail Note Lodge om book for the selected call You can also begin the update procedure by using the menu command Call gt Update call by using the Alt key combi nation or by double clicking on the selected call In addi tion there is a Pop up Menu available in GUI Dispatch call browsers and windows that has an Update option Sort 057 a oF oma 2 Gmie Ee teem Werterten Pel eer FEUDAL ETME LOM a Atiews 1 SEA GUAT STREET Se t es Gastesi i DAMIMUGHE
94. the next call e If you dick No the system returns you to the main Dispatch Board 49 Chapter 3 Self Guided Tour Assigning a call to a technician Assigning a call to a technician establishes a relationship between the technician and the call that makes it easier to dispatch a technician to the call later This process changes the call s status from Q queued to A assigned Note The call may seem to disappear as soon as it is assigned The call still exists it is simply not visible using the current call status filter Change the Call Status Filter to show Assigned calls or All except Closed if you need to update the call slip A call is automatically assigned to a technician if the S M Tailoring option Preassign calls to Pref Tech is set to Y and there is a Pref tech Preferred Technician on the screen when you create the call The preferred technician may default from the service site or be entered directly on the call Step by step Instructions M Select a call Use the Display Controls to sort and limit the calls displayed in the Call Browser For example you can set the controls to see only queued calls ME Select the call you wish to assign by highlighting it in the Call Browser Detailed information about this call appears in the Call View M Select a technician Once you have selected the call to assign you can use the Display Controls to determine the specific technician you wish to assign to t
95. tion Calls and Techs no association Calls Associated to Selected Tech Techs Associated to Selected Call Call Status Filter Queued C Assigned Dispatched Held C Wait Parts C WaitLongTerm C All except closed Closed e It displays calls and technicians without considering whether they are associated with each other e It displays only queued calls i e calls waiting assignment or other disposition See Chapter 4 for a complete discussion of Display Control functionality Identifying high priority calls Tohelp you quickly identify calls with certain attributes the browser on the main dispatch screen will apply certain colors to the Priority Column of the Call Browser For example all Preventive Maintenance calls will display green in the priority column The call priority values are designated in SM tailoring with 9 being the highest priority on a scale of 1 to 9 In addition to appearing in the Call Browser the priority assigned to the call also appears in the Call View 29 Chapter 2 Getting Started Viewing technician information Technician information is displayed on the Dispatch Board in the Technician Browser and the Technician View Technician Browser and Technician View Frank FRANK SMALL GE site name tes Wink M MARTIN WINKINDALE PRETTY ANDREW PRETTYMAN GE DJF DENISE J FINN FRED M FRED MOSSMAN ANNENBURG FUND KEN JACKSON THE WOODS CTR KEVIN Kevin Martin
96. u may use the Site lookup to determine the appropriate site for the call This lookup allows you to scroll through a list of all sites or to search for a site by customer ID or site address phone zone or name M Enter the call details The next step is to enter the details for the call Some information defaults from the selected customer and site such as the site address contact information call group etc Other information is entered directly for the call For example e Specify the contract if appropriate e Identify the people at the site to contact relating to this call e Describe the problem e If thereis no contract a PO number may be required instead if required for the selected site L Review the call Review the call information prior to saving the call and creating the call slip 47 Chapter 3 Self Guided Tour 46 Click the Reset button at the bottom of the screen to clear all the information entered since the call was last saved Be careful if this is a new call Reset will clear all information M Create the call After you have entered all the available information you save the call and create the call slip Todo this Ae Click the Save button at the bottom of the screen At press AIt S as indicated by the underlined letter on the Save button Mi system confirms call entry A dialog box pops up to confirm that the call has been entered The new call is accessible through the Call
97. using the menu command Technicians gt Schedule by pressing the Alt key combi nation or by using the pop up menu This brings up the Daily Schedule window for this techni cian You can modify this display by adjusting the times and or date that you wish to review COINS 10 97 GUI Dispatch System Chapter 7 COINS 10 97 GUI Dispatch System a T 2 Technician Actions eDaily schedels for DAVID MATSON 10 29 37 114 CLOWNA 1 00 S 10 26 97 10 30 am 114 CLOWNA 1 00 S 10 26 97 10 30 om 104600004 3 S 126 97 11 08 am 114 CLOWNA 1 00 S 10 26 97 10 30 am 114 CLOWNA 1 00 5 10 26 97 16 38 am im 1075 osos 681 Bost Compaey 2 00 5 1 26 87 1 98 pe 1075 osco O81 Bost Company 2 00 S102697 1 98 pm 1075 esco 081 Bost Compay 2 00 S102697 1 98 pe 1075 esco 681 Bost Company 2 00 5 10 26 87 1 98 pe 1075 ence 681 Bost Compaey 2 00 10 26 87 1 98 pe 1075 oso 81 Bost Company 2 00 10 26 87 1 98 pe 1075 esco 081 Bost Company 2 00 5 10 26 87 1 98 pe 1076 esco 681 Bost Company 2 00 5 1 26 87 1 98 pe 1075 osoo 681 Bost Company 2 00 10 26 87 1 98 pe r gt rPrPrrPrrrr us ee Step time 7 00 pm E Date 10726797 2 3 Ft ra Betres Cancel The display is color coded to illustrate whether a call is preventive maintenance light green suspended light blue or if the call is in conflict with another assigned call dark blue It is possible to modify a call from the technician schedule screen A single cl
98. wser Call Browser MULLEN DAN Al 8 2270 NORTHSIDE BANK KIE Technician View Call View Display Action Buttons Dispatch Board Step by step Instructions M Select a Call Use the Display Controls to sort and limit the calls dis played in the Call Browser For example to see assigned calls with no association to a Technician select the Calls and Techs no association Display Control and the Assigned Call Status Control Select the call you wish to dispatch by highlighting it in the Call Browser Detailed information about this call will appear in the Call View COINS 10 97 6 7 GUI Dispatch System Chapter 6 Dispatching Calls M Select a Technician Once you have selected the call to dispatch use the Display Controls to determine the specific technician you wish to dispatch to the call Select the technician you wish to assign by highlighting him her in the Technician Browser The Technician View shows information about the selected technician Verify that the technician has any skills required for the selected call These skills are listed in the Technician View Use the technician schedule options to verify the availability of the selected technician For more information about checking technician schedules see Chapter 6 M Dispa tch the call hy Shaker Computer Serice Oinpatching 5 CM Tectrwars H Once the technician and the call have both been selected you can dispatch the call In or
99. y provided in the installation instructions that accompanied the CD 1 To remove the earlier version of Call Entry Dispatch use Add Remove Programs option in the Windows Control Panel 1 Click on the Start button then Settings then Control Panel 2 Select Add Remove Programs 3 Choose S M Call Entry Dispatch then click the Remove button Chapter 1 Installation 9 Answer the questions on the popup dialog boxes as they appear In particular note that the CE Dispatch Board must be installed in C shaker dispatch in order torun correctly 10 Close the message window that says that installation is complete The Dispatch Icon now appears on the PC desktop The installation places the CE Dispatch icon on the PC desktop and also adds the GUI Dispatch option to Windows Start Menu Setting the Call Entry Dispatch Board to start automatically If you want to Call Entry Dispatch to automatically start when you turn on this PC you must add it to the Windows Startup folder The following instructions apply to both Windows 95 and Windows 98 1 Click on the Windows Start button choose Settings and then Taskbar 2 Click the Start Menu Properties tab Then click on the Advanced button in the Customize Start Menu portion of the screen See Figure 2 Accessing Task Bar from Start Menu 3 Fromthe folder list that now appears double click on Programs Then double click on the StartUp folder This folder contains all the programs
100. y this display by adjusting the date range that you wish to review The list is color coded to illustrate whether a call is preven tive maintenance light green or suspended light blue It is possible to modify a call from the monthly schedule screen A single click on the right or non primary mouse button will produce the following pop up menu fhe Monthly task bet for DAVID MATSON 1075 Beat Company 1154 GENERAL ELECTRIC RIVER ROAD 10 25 37 10 30 om 114 GIANT EAGLE 1051 HAISTEAD ST Ugni 1012 KUENS SEAFOOD RESTAURANT 200 PENN AVE Ches A 1 10 97 om eco 5A 1037 SHOW TIME THEATER 23 BROADWAY ERTOWN 1 10 37 om oo 5A 156 BELL ATLANTIC 210 CENTER CIRCLE oi A 10 26 97 11 38 om 10 aa eS To 121997 5 O Prever ve rari Btetrest Cestel a sunendd From 102637 Highlight the desired function and you will be placed in the appropriate screen For example clicking on Quick Edit will produce a screen on which you can update call slip information U pdate or view the call slip information and click on theOK button and you will bereturned tothe daily planner display When you have finished with the monthly task list display simply click on Cancel to close the schedule window COINS 10 97 GUI Dispatch System Chapter 7 Technician Actions Enter Receive a Technician Message GUI Dispatch contains a message system that allows you to enter messages to your technicians When

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