Program Description
This is also called Callback Report. It can be found on the Service Reports Service History Reports (SD-4-4-1). The report prints the information on machines that have had callbacks on service done within a specified period of time, specified number of copies, or both. Branch, customer, or technician number can be sorted on the report. The original, follow-up, or both types of calls and service history of the calls can be included. A summary of the number of callbacks per item is printed. A callback by copies service call is defined when this report is generated. The system flags the call as a callback if the number of copies made between the call in question and the previous call is less than or equal to the specified number of copies. The number of copies is set in the Serial file (CN-3-1, field 23) or if that number is zero, then the Item file can be accessed (BI-3-1-2, field 64). A callback by days service call is defined when the service call is created in Service Call Entry (SD-1-1). The system flags the call as a callback if it is within a specified number of days from the previously completed call. The number of callback days is set in the Serial, Item, and Global files. The program first looks at the Serial File. If callback days are not available, it looks at the Item File.
Do not enter the Service Call Control File Maintenance with operators logged into the Service module. If callback days are not available, it looks at Service Call Control File Maintenance (BI-3-1-18-10, field 6. Days Between Calls For Call Backs). When entering the service call, the following message appears Service History Indicates This is A Call Back (Y/N/I). The operator must decide if this call is a callback by days. When the call is flagged as a callback, the call type becomes CB. This is the follow-up call and F for follow-up is written to the Dispatch File in the Call Back Indicator field. The completed service call that is considered the original call has Y for yes written to the Dispatch File in the Call Back Indicator field. If a third call is entered within the call back days, the second call’s Call Back Indicator is changed from F to Y for the original, and the third call would have F for follow-up. The Callback Report uses the stored Call Back Indicator to determine if a call is an original or follow-up for the call back by days.
Two call types may be excluded from being factored in as an original call and setting the new call as a callback. These are PM (preventative maintenance) and CC (courtesy call) types. With fields 35. Exclude CC Calls From EMT and CB Calculation (Y/N) and 36. Exclude PM Calls From EMT and CB Calculation set to Y in Service Call Control File Maintenance (BI-3-1-18-10), a completed call with either of these call types is never factored in as an original call that generates a callback on the service call being created. CU (custody) calls and H- (hold) calls are never included.
The following fields are described below:
Beginning Date, A’ll, Or E’nd
Enter a beginning date in a date range, enter A to include all dates, or enter E to end the report. The date used is the completion date of the original call and the follow-up call. Only calls with a completion date within the specified range are included. This includes the original and the follow-up calls. (MMDDYY)
Ending Date
The beginning date defaults as the ending date. Press return to accept the default. (MMDDYY)
Miscellaneous Notes:
Based on the inputted date range, both the original and the follow-up call may not be printed. One call may be in the date range while the other is not, or the follow-up call may still be an active call. For more details, view the service history of the machine and check the current calls. Running the report for dates in previous months and for a wider time span should provide more of a complete record of both the original and follow-up calls.
Print Report By C’ustomer, Technician No., Or B’ranch
Enter C to sort the report by customer number from the Service History (DISPA.DT) File. This is the customer number at which the machine is placed. Enter T to sort the report by technician number from the Service History File. This is the technician that performed the service. Enter B to sort the report by branch from the SERIALD File and technician number from the Service History File. An input prompt displays to allow selection of specific populations within each sort.
When C is entered, the following prompts display:
Enter Beginning Customer, Or A’ll
Enter Ending Customer
Enter A to include all customers, enter a specific customer, or enter a range of customers. (8 Numeric)
When T is entered, the following prompts display:
Enter Beginning Technician, Or A’ll
Enter Ending Technician
Enter A for all technicians, enter a specific technician, or enter a range of technicians. (3 Numeric)
When B is entered, the following prompts display:
Enter Beginning Branch, Or A’ll
Enter Ending Branch
Enter A for all branches, enter a specific branch, or enter a range of branches. (3 Numeric)
Print Callbacks Based On D’ays, C’opies, Or B’oth
Enter D to print callbacks based on days. The program uses the callback indicators that were set during Service Call Entry.
Print Callbacks Based On D’ays, C’opies, Or B’oth
Enter C to print callbacks based on copies. To be considered a callback by copies call, the difference between the current call’s copies and the previous call’s copies must be less than or equal to the callback copies set in the Serial File or the Item File. If printing callbacks based on copies, the meter reading, copies made, and callback copies display. Copies made is the number of copies to follow-up if call is an original or the number of copies from original if call is a follow-up.
Enter B to print callbacks based on both days and copies. To print on the report, the call must meet both the callback days and copies criteria. If printing callbacks based on copies, the meter reading, copies made, and callback copies display.
Print O’riginal Calls, F’ollowup Calls, Or B’oth
Enter O to only print the original calls that generated the callback or follow-up call. Enter F to only print the follow-up calls to the original call. This is the callback call. Enter B to print both the original and follow-up calls.
Print Contents of Calls Selected (Y/N)
Enter Y to print the service history for the calls selected. Enter N not to print the service history for the calls. The next prompts only display if sorting the report by technician or branch.
If sorted by technician, the following prompt appears:
Print New Page For Each Technician (Y/N)
Enter Y to form feed after each technician or enter N not to form feed after each technician.
If sorted by branch, the following prompt appears:
Print New Page For Each Branch (Y/N)
Enter Y to form feed after each branch or enter N not to form feed after each branch.
Report Results
The following information is included on the report:
BRANCH
This is the Branch number from the Serial data file and the branch name from Global Record 5, Branch Global File. The branch information only prints when sorted by branch.
CUST. NO./NAME CITY
This is the customer number from the Service History (DISP.DT) File and customer name and city from the Customer (CUSTD) File.
TECH. NO. NAME
This is the technician number from the Service History File of the printed call. The technician’s name is from the Sales Rep/Service Tech File.
TECH. NO. ORIG. CALL
This is the technician number of the original call from the Service History File. This only prints on follow-up calls.
MODEL NO.
This is the item number of the machine. The item number’s description also prints. The description is from the Serial File.
SERIAL NO.
This is the serial number of the machine.
TRAVEL TIME
This is the arrival time of the service call minus the dispatched time of the service call.
MECH. TIME
Mechanical time is the completion time of the service call minus the arrival time of the service call.
An O prints if it is an original call. F prints if it is a follow-up call. This displays under the mechanical time. A message INCOMPLETE CALL prints if the service ticket has not been entered.
COMP. DATE
This is the completion date of the service call.
CALL NO.
This is the service call number.
METER RDG
This is the meter reading of this call.
COPIES MADE
This is the number of copies to the follow-up if the call is an original call or the number of copies made from the original call if the call is a follow-up.
CB COPIES
These are the call back copies used in the calculation.
Miscellaneous Note:
Service history is only printed if the original call is included on the report. An original call will print if it is outside the parameters if the report was requested to print both follow-up and original calls and the follow-up is within the date range. If just the follow-up call is included, no history prints.
Report Totals
The report sorted by customer number does not print any totals. The report sorted by technician number prints the total number of original calls and follow-up calls for each technician. The report sorted by branch prints the total number of original calls and follow-up calls for each technician and also for each branch.
Final Summary
The summary report prints for each sort selected. The summary report sorts by item number and prints the following for each included item:
ITEM NO.
This is the item number from the Service History File.
MACHINE DESCRIPTION
This is the item’s description from the Item File.
TOTAL RETURNS
This is the total number of original and follow-up calls for this item.
TOTAL TRAVEL TIME
This is the total travel time for this item.
TOTAL MECH. TIME
This is the total mechanical time for this item.
% OF CALL BACKS
This is the total number of original and follow-up calls for this item divided by the total number of original and follow-up calls for all items on the report.
The following totals also print on the summary report for each sort:
TOTAL ORIGINAL CALLS
This is the total number of original calls.
TOTAL FOLLOW-UP CALLS
This is the total number of follow-up calls.
TOTAL RECORDS PRINTED
This is the total number of original calls and follow-up calls.
Rev 15 Changes
When the report is printed for both days and copies, it would not include all of the service calls. This has been corrected.
Rev 14 Changes
N/A
Rev 13 Changes
To have the report include proper data, the call back copies need to be setup in the Item File (Serial file is accessed first, but if that is zero, the program will look at the Item file).
When the report is run, the Call back days are determined from when the call was entered (the call back indicator is set). Call back copies are determined at the time the report is run. If the call back days are changed, there will not be any effect on the pre-existing calls. The changing of the call back copies in either Serial file or Item file will have an immediate effect.
When building the index, the program will start at the beginning technician number instead of at the beginning of the index and will stop when it gets beyond the ending technician number. This will increase the efficiency of the index generation.
An invalid item number will show the item description Invalid.