Program Description
This program can be found on the Service Data Entry menu (SD-1-2). It allows users to display all calls assigned to a particular technician. There is also the ability to dispatch a call to a particular technician, mark a call complete, reassign a call to a different technician, change the status of a call, or put a call on hold for parts or service.
Rev 15 Changes
A change was made to the dispatch log that gets printed when a call is completed. The Item Number, Serial Number and Model Number will print right above the Call Has Been Completed message. The Model Number is from the Item File. There are no headings on this line. The order is Item Number, Serial Number and Model Number.
Sample log:
If the OEM Interface Module is activated and the machine that the service call being entered is linked to is an OEM machine, the program will send the service information through the OEM Interface to the OEM. This information will be sent when the service call is reassigned, dispatched, cancelled, or put on hold through the Service Dispatch screen. The machine is considered to be an OEM machine if the OEM Machine field in the Serial File (SERIALD) is not set to N for no and the Ship-To Customer has the OEM Account field in the Customer file (CUSTD) set to Y for yes.
When a call is put on hold and a new call is created, the program does an internal linkage between the new call number and the original call number.
The operator will see no differences on the screen while the data is being transferred. It is all behind the scenes.
If the OEM Interface Module is activated and the machine that the service call being entered is linked to is an OEM machine, the program will display an option to see the OEM Interface information once the service call is brought up. See screen sample below. The prompt has OEM added to it. This will be displayed on calls created by the dealer and on calls created by the OEM. Once an O for OEM is entered, several screens will be displayed showing either the information that was sent to the OEM (on calls create or updated by the dealer), or information from the OEM (on calls created by the OEM). This information will be sent when the service call is reassigned, dispatched, cancelled, or put on hold through the Service Dispatch screen. The machine is considered to be an OEM machine if the OEM Machine field in the Serial File (SERIALD) is not set to N for no and the Ship-To Customer has the OEM Account field in the Customer File (CUSTD) set to Y for yes.
The information that is displayed on the OEM Inquiry will vary. We have added all possible fields to the screen, in case other OEMs down the line would like to fill in some more information. Dont be concerned if fields are not filled in with information.
If the service call that is brought up is an OEM service call, the phone number that is displayed will be from the OEM Service Extension file (OEMSVC.DT). This is because the OEM may have a different phone number than the one in the Dealers serial file.
If the service call that is brought up is an OEM service call and the machine is on custody to an order, the program will display OEM Machine Is On Custody Order ##### on the very last line on the screen. The ##### will be the order number that the machine is on custody to. These are machines that are probably Ship-In machine which have been received, but the AR Invoice has not been loaded by the OEM Interface which would release the custody order and place the machine at the customer site.
Rev 14 Changes
When displaying the detail of a service call, if the call was a callback, the callback prompt would erase the last character of the Problem Code field if it was four characters long. Also, the prompt Paged was moved to the right a little to prevent it from being cut off. These corrections were done while Revision 13 was being released and were added to Revision 13 at that time.
A new Global field was added to the Service Control File (Record Number 10). This field is field number 74 Allow Cancellation Of Svc Call In Dispatch (Y/N). Prior to Revision 14, the operator is allowed to cancel a service call from the Service Dispatch screen. If this field is set to N for no, the operator will not be allowed to cancel a service call from Service Dispatch. An active service call can still be cancelled from the Active Call File Maintenance screen. The prompt displays like this if this Global option is set to Y for yes:
If the Global option is set to N for no, the Cancel Call option is removed from the above prompt.
When putting a call on H-Parts, the operator can now enter the Associated Item Number at the Part Number prompt. The program will notice that it is an Associated Item Number, display a message Associated Item Number, and convert the Part Number and Description to be that of the item it is associated with.
With Revision 13, there was an enhancement where service calls for customers that are over credit limit or on credit alert are automatically assigned to a credit technician number. When this was done, a service message was created for the call that stated Technician Number = #. This was to help the credit person know who to assign service call to after they approved the credit. An enhancement is now added so that when the call is reassigned off the credit technician number, if the first service message line starts with TECHNICIAN NUMBER = , this message line will be deleted automatically. The reason for this is because that information is no longer needed. If the service call was paged to a technician, this message line took up some space on the page. It will no longer do this.
A new Global field was added to the Service Control File (Record Number 10). This field is field number 72 Auto Reset Call Time On Hold Call When Do Not Create New Call (Y/N). Hold calls are where the operator changes that status of a call to something starting with the letter H. Prior to Revision 14, when an operator places a call on hold, and answered N for no to the create a new call question, the call would have its status changed, but the call date and time would remain unchanged. The date and time would be from when the original call came in. With this new Global option, if it is set to Y for yes, when this scenario happens, the call will have the call date and time automatically reset to the current system date and time. The time will be adjusted for the appropriate time zone if time zone logic is activated.
A new Global field was added to the Service Control File (Record Number 10). This field is field number 73 Auto Reset Call Time When Change Status To Non-Hold Call (Y/N). This field refers to calls where the operator changes the status of the call and enters in a status that does not begin with the letter H. When this is done, the operator is not asked the question about creating a new call. Prior to Revision 14, when an operator changes the status of a call to a non-hold status, the call would have its status changed, but the call date and time would remain unchanged. The date and time would be from when the original call came in. With this new Global option, if it is set to Y for yes, when this scenario happens, the call will have the call date and time automatically reset to the current system date and time. The time will be adjusted for the appropriate time zone if time zone logic is activated. If the operator changes the status of a dispatched call and just returns at status, this basically un-dispatches a call. When a call is un-dispatched, the call date and time will remain unchanged, even if the Global option is set to Y for yes.
Rev 13 Changes
When reassigning a call to an alternate technician, the Q prompt will respond similar to Service Call Entry. The system will display the qualified technicians in rank, qualified date, and tech number order, only if global field 54. Technician Qualification by Zip Code (Y/N) set to Y for yes in Service Call Control File Maintenance.
When creating a Hold Call, the Q prompt will display the qualified technicians in rank, date qualified and technician number order if global field 54 is set to Y in Service Call Control File Maintenance.
There is now the ability to access a call by Call Number. If the user presses enter after the Technician Number prompt, the cursor will be at the Call Number prompt. If an invalid call number is entered, the message Call No. ##### Not Found will be displayed. A message at the bottom of the screen will either display Return For Call Number Access or Return For Technician Number Access.
In Revision 12, accessories were stored in the Accessory File (SERACC.DT). With Revision 13, accessories can be stored in the Serial file (SERIALD). Host Item Number and Host Serial Number were added to the Serial file to accommodate this.
The initials of the person marking the service call complete will be stored in the Service Dispatch file (DISP.DT). When a call is dispatched, the initials were already stored in the dispatcher initials field in the Service Dispatch file (DISP.DT).
Two new indexes (ACALL3.IX and CCALL.IX) were added to the Service Dispatch file (DISP.DT) and will be added to or deleted from.
When technician messages are being displayed, there is now the ability to enter N for next screen and P for previous screen. If the number of messages fit on one screen, the Send Page prompt will be displayed (if paging is invoked) or the delete messages prompt will appear.\When a call is brought up, the Bill To customer number will now display above the Bill To customer name. The example is shown below:
When a call number is accessed and the information is displayed, the machine id (ID No.) will display next to the serial number on the right (SDDE002A, SDDE002B). The example is shown below:
See also:
Primary/Secondary Technician by Technician Qualification/Zip Code
Service History Inquiry in Service Call Entry, Technician Dispatching, and TRC Screen
Rev 12 Documentation
Technician Dispatch is found on the Service Data Entry menu, 1-2.
When a service call is marked complete, an option to chain directly to Service Ticket Entry and enter the service ticket is displayed. Many of you have had a custom change to have the response to the question hard coded to a Yes. With Revision 12, there is a new Global File option to set the default answer to the question.
Internal changes were made to incorporate the new record length of the Item and Serial File. Service history displays the four decimal cost and price of the parts, as this is the unit cost and price. When deleting a call, marking a call complete, or creating a new hold call the new active call index is updated appropriately.
A new field is now stored in the Dispatch File. This is a Yes or a No for has the service ticket been entered. Prior to Revision 12 this was determined by a time being in the arrival time field. When a call is created a N for no is written into the field. When doing service history inquiries the necessary changes have been made to use the new field instead of the arrival time to determine if the ticket has been input.
When a call is paged through Technician Dispatch the phone number is sent through the page. The phone number will now be the phone number that is stored in the Serial File, not the ship-to customer number from the Customer File. The Serial File phone number is stored in fields 28 and 29 in Machine Placement. If there is no phone number in the Serial File, the phone number of the ship-to customer , stored in field 8 in Customer File Maintenance, is used.
If the technician that is entered in Technician Dispatching is not available, the Not Available message displays next to the technicians name. A technician is considered unavailable if the 12 Technician Available (Y/N) field in the Sales Rep/Service Technician File (BI 3-1-5) is equal to N for no. See page 230 of the Billing section for further details. If a technician is unavailable, a call assigned to this technician can be dispatched, marked complete, reassigned to an available technician, or can undergo a change in status. However, an unavailable technician can not have a service call reassigned to him/her. If a specific call number is entered for the unavailable technician and help is available for the calls machine/problem code, the Help Available message overwrites the Not Available message. The Not Available message redisplays after returning to the technicians main dispatch screen, however.
Introduction (Contd)
When a call is placed on hold (i.e., a hold-for-parts or hold-for-technical assistance call) and a new call is created, the initials of the operator who performed this action are written into the dispatcher initial field of the Disp.dt File. When the call is dispatched, these initials are replaced with those of the dispatcher.
When placing a call on hold and creating a new call, the operator is prompted to enter a new technician to whom the new call will be assigned. The default is the technician to whom the first call was assigned. If the default technician is not available, the default is zero. Enter a new technician for the new call, if desired. If the technician that is entered is not available, the Technician Is Not Available message displays and the cursor returns for re-entry. An unavailable technician can not have a service call assigned to him/her. A technician is considered unavailable if the 12 Technician Available (Y/N) field in the Sales Rep/Service Technician File (BI 3-1-5) is equal to N for no. See page 230 of the Billing section for further details.
A valid problem code must now be entered at the Enter Problem Code For New Call: prompt when placing a call on hold and creating a new call in technician dispatching if the global code lockout feature is turned on. If the global code lockout field is turned off, the entry does not have to be a problem code. Also, a question mark (?) can now be entered at this prompt to perform a search of service codes. If the code lockout option is turned on, only problem codes display. If the option is turned off, all service codes display. The list is sorted in code type/code order.
A new Global File option has been added to the Service Control File. This option provides the ability to select the call date and time of the new call when placing a call on hold and creating a new call. The call date and time of the new call can be either the current system date and time or that of the original call. If the global field is set to C, the current system date and time is assigned to the new call. If the global field is set to O, the original call date and time is assigned. This global option affects all hold calls for which a new call is created. The call date/time feature also works in accordance with the Time Offset feature.
Default To Enter Service Ticket
Set Up
There is a new field in the Service Control File, Global record 10. The Global File is found in the Billing module, 3-1-18. DO NOT access the Global File with anyone on the system. The new field is as follows.
47. Service Ticket Default When Mark A Call Complete (Y/N) Y
8/19/97 Service Call Control File Maintenance 10:44
37. Pager (Y/N) Y
38. Page Length (100/200) 200
39. Time Offset (Hours) 0
40. Create Service Calls For Machine Tracking (Y/N) Y
41. Default Technician Number For Machine Tracking 99
42. Default Customer Number For Machine Tracking 7881111
43. Custody Service Plan For Machine Tracking CU
44. Only Include Past Due Invoices Assigned To
The Serviced Machine's Contract (Y/N) Y
45. Include Option To Print Out Past Due
Invoices In Service Call Entry (Y/N) Y
46. Display Original Tech. On A Callback (Y/N) Y
47. Service Ticket Default When Mark A Call Complete (Y/N) Y
48. Lockout Entering Service Calls For Machines On Inactive Contracts (Y/N) Y
49. Mileage Limit In Ticket Entry, Enter 0 For No Limit 160
50. Call Time And Date On All Hold Calls From
O'riginal Call Or C'urrent System Date C
51. Technical Resource Coordinator (TRC) (Y/N) Y
Fld
Enter Y for yes to have the default be Y for yes to the prompt Enter Service Ticket (Y/N), when a call is marked complete. Enter N for no to have the default be N for no. Note: This is set to N for no with the Revision 12 update program. For those of you that had custom changes for this to be hard coded, be sure and set the Global File the way you want it. The custom changes are no longer needed and will no longer exist.
Default To Enter Service Ticket (Contd)
Enter Data
When a call is marked complete one of the prompts that appears is as follows.
Enter Service Ticket (Y/N) Y
Time 12:56:30 Technician Dispatching 11/04/96 Dated 11/04/96 By
Technician No. 14 CINDY JACKSON Help Available Call No. 52516
No Rt Customer Item No. Serial No. Pcode Status
8 7883277 SF90 10 LT C Next-CGH Callback
SHARP COPIER
SMITH PROPERTIES Problem LIGHT COPIES Target MR 160698
1615 HYDE ST. Contact Inst. Dt
Comments Inst. MR 0
LA CROSSE WI Sd Plan GM GENERAL MAINTENANCE W.E. Date
7814321 Call Date 8/23/96 15:23:03 PM Dt 10/17/91
Bill To: Location PM MR
SMITH PROPERTIES Call MR 1000000
Terms:NET 10 DAYS P.O. Numb. Cop Since PM 1000000
Customer Was Past Due When Call Was Entered
* Maintenance Contract * 2316 Contract Exp. 9/01/96 % Full2381%
D'ispatch R'eassign Call C'hange Status M'ark Comp. I'nquiry P'age E'nd M
Enter Service Ticket (Y/N) Y
Whether Y for yes or N for no appears as the default is based on the set up of field 47 in Global record 10. A carriage return accepts the default. This can be changed if desired. A Y for yes chains over to the Service Ticket Entry program. The machine appears automatically and the ticket can be entered. A N for no completes the call and the technicians screen of open calls is redisplayed.
Reassigning a Service Call
Introduction
The ability to reassign a service call is available in Technician Dispatching. When reassigning a service call, the primary and secondary technicians display for the customer/machine. A service call can not be reassigned to an unavailable technician. If the primary or secondary technician is unavailable, an asterisk (*) displays next to the technicians number. A technician is considered unavailable if the 12 Technician Available (Y/N) field in the Sales Rep/Service Technician File (BI 3-1-5) is equal to N for no. See page 230 of the Billing section for further details.
Enter Data
Dispatch Reassign Call Change Status Mark Comp. Inquiry Page End
Enter R to reassign the service call to another technician. The following prompt appears.
Enter New Technician No. - End Procedure
Time 14:26:56 Technician Dispatching 8/15/97 Dated 8/15/97 By
Technician No. 10 BRUCE JOHNSON Call No. 53382
No Rt Customer Item No. Serial No. Pcode Status
8 7818047 2110A M555 200 Crisis
COPY MACHINE
MG OFFICE SUPPLIES, INC. Problem NOISE Target MR 100000
1250 RED CEDAR COURT Contact CONNIE Inst. Dt 3/15/97
P.O. BOX 1250 Comments GRINDING NOISE Inst. MR
ONALASKA WI Sd Plan GM GENERAL MAINTENANCE W.E. Date
608-781-8047 Call Date 8/14/97 16:59:13 PM Dt
Bill To: Location THIRD FLOOR PM MR
MG OFFICE SUPPLIES, INC.
Terms:2% NET 10 P.O. Numb. CONNIE
Customer Was Past Due When Call Was Entered * P.O. Required *
* Maintenance Contract * 3032 Contract Exp. 7/31/98 % Full 5%
Primary Technician = 15 JOE BROWN
Secondary Technician = 14 CINDY JACKSON
* Indicates Technician Not Available
Enter New Technician No. - E'nd Procedure 20
Technician Is Not Available
Reassigning a Service Call (Contd)
Enter Data (Contd)
Enter New Technician No. - End Procedure
Enter the number of the new technician to whom the call will be reassigned. If the technician is available, the service call is assigned to that technician. The Technician Is Not Available message displays and the cursor returns to the Enter New Technician Number - End Procedure prompt if that technician is not available.
Enter Q to bring up a list of all technicians qualified to work of the customers machine. An asterisk (*) displays before each unavailable technician in the list.
Enter M to bring up the service managers technician inquiry, a list of all technicians and call status. An asterisk (*) displays before each unavailable technician in the list. See the following example of the service managers technician inquiry when reassigning the service call.
Time 14:36:48 Technician Dispatching 8/15/97 Dated 8/15/97 By
Technician No. 10 BRUCE JOHNSON Call No. 53380
No Rt Customer Item No. Serial No. Pcode Status
8 7818047 2110A M080771 SHOP -0:31
COPY MACHINE
MG OFFICE SUPPLIES, INC. Problem SHOP WORK
1250 RED CEDAR COURT Contact PAT Inst. Dt 7/02/97
P.O. BOX 1250 Comments ALSO JAMMING Inst. MR
ONALASKA WI Sd Plan WT WARRANTY W.E. Date 9/07/97
608-781-8047 Call Date 8/14/97 16:05:15 PM Dt
Bill To: Location ADMINISTRATION PM MR
MG OFFICE SUPPLIES, INC.
Terms:2% NET 10 P.O. Numb. PAT
* P.O. Required *
Machine Is Under Warranty Tech Name EM PM HD SH
1*BILL TOWNER 0 0 9 0
Primary Technician = 15 JOE BROWN 2*FRANK KELLER 5 12 2 0
Secondary Technician = 14 CINDY JACKSON 3 J. MATHERS 4 7 8 0
* Indicates Technician Not Available 4 JON OLSON 1 11 0 0
6 JESSE JAMES 2 9 0 0
9 BETTY CROKER 1 2 0 0
Display Next Screen (Y/N)
Creating a New Call
Assigning a Technician
Introduction
When placing a call on hold and creating a new call, the operator is prompted to enter a new technician to whom the new call will be assigned. The default is the technician to whom the first call was assigned. If the default technician is not available, the default is zero. Enter a new technician for the new call, if desired. If the technician that is entered is not available, the Technician Is Not Available message displays and the cursor returns for re-entry. An unavailable technician can not have a service call assigned to him/her. A technician is considered unavailable if the 12 Technician Available (Y/N) field in the Sales Rep/Service Technician File (BI 3-1-5) is equal to N for no. See page 230 of the Billing section for further details.
Enter Data
Enter Technician For New Call: ##
Enter the number of the new technician to whom the new call will be assigned. If the technician is available, the new service call is assigned to that technician. The Technician Is Not Available message displays and the cursor returns to the Enter Technician For New Call: ## prompt if that technician is not available.
Enter Q to bring up a list of all technicians qualified to work of the customers machine. An asterisk (*) displays before each unavailable technician in the list.
Enter M to bring up the service managers technician inquiry, a list of all technicians and call status. An asterisk (*) displays before each unavailable technician in the list.
Creating a New Call (Contd)
Machine Problem Code Entry
Introduction
A valid problem code must now be entered at the Enter Problem Code For New Call: prompt when placing a call on hold and creating a new call in technician dispatching if the global code lockout feature is turned on. If the global code lockout field is turned off, the entry does not have to be a problem code. Also, a question mark (?) can now be entered at this prompt to perform a search of service codes. If the code lockout option is turned on, only problem codes display. If the option is turned off, all service codes display. The list is sorted in code type/code order.
Enter Data
Enter Problem Code For New Call: Note: ? To Inquire On Codes
Time 14:50:32 Technician Dispatching 8/15/97 Dated 8/15/97 By
Technician No. 10 BRUCE JOHNSON Call No. 53380
No Rt Customer Item No. Serial No. Pcode Status
8 7818047 2110A M080771 SHOP -0:45
COPY MACHINE
MG OFFICE SUPPLIES, INC. Problem SHOP WORK
1250 RED CEDAR COURT Contact PAT Inst. Dt 7/02/97
P.O. BOX 1250 Comments ALSO JAMMING Inst. MR
ONALASKA WI Sd Plan WT WARRANTY W.E. Date 9/07/97
608-781-8047 Call Date 8/14/97 16:05:15 PM Dt
Bill To: Location ADMINISTRATION PM MR
MG OFFICE SUPPLIES, INC.
Terms:2% NET 10 P.O. Numb. PAT
* P.O. Required *
Machine Is Under Warranty
R'eset Call - Enter S'tatus - C'ancel Call - Mark N'ext - E'nd Procedure S
Enter Problem Code For New Call: SHOP Note: ? To Inquire On Codes
The default problem code is that assigned during service call entry. Enter a new code to be applied to the new call, if desired. If the code lockout feature is turned on in the global file, enter a valid problem code. For a list of problem codes, enter a ?. One the following prompts appears.
Creating a New Call (Contd)
Machine Problem Code Entry (Contd)
Enter Data (Contd)
If the code lockout feature is turned off in the global file, enter a valid service code. The entry does not have to be a valid problem code. For a list of all service codes, enter a ?. One of the following prompts appears.
Select Code Choice, Or End:
Display Next, Select Code Choice, Or End: N
Display Previous, Select Code Choice, Or End:
Time 15:12:14 Technician Dispatching 8/15/97 Dated 8/15/97 By
Technician No. 10 BRUCE JOHNSON Call No. 53382
No Rt Customer Item No. Serial No. Pcode Status
8 7818047 2110A M555 200 Crisis
COPY MACHINE
MG OFFICE SUPPLIES, INC. Problem NOISE Target MR 10000
1250 RED CEDAR COURT Contact CONNIE Inst. Dt 3/15/97
P.O. BOX 1250 Comments GRINDING NOISE Inst. MR
ONALASKA WI Sd Plan GM GENERAL MAINTENANCE W.E. Date
Code Code Description Code Type
LOUD NOISE PROBLEM PR PROBLEM CODE
LT C LIGHT COPIES PR PROBLEM CODE
NOIS NOISE PR PROBLEM CODE
PM PREVENTATIVE MAINT PR PROBLEM CODE
SCAN SCANNING PROBLEM PR PROBLEM CODE
SHOP SHOP WORK PR PROBLEM CODE
Display P'revious, Select Code Choice, Or E'nd:
The first prompt appears if there is only a one page list of codes. The second prompt appears on the first page of the code list if it exceeds one page. The third prompt appears on the subsequent pages of the code list if it exceeds one page. Enter the desired code. The selected code is assigned to the new service call. Enter N to display the next page of codes, if available. Enter P to display the previous page of codes, if available. Enter E to end the inquiry.
Creating a New Call (Contd)
Call Date and Time
Introduction
A new Global File option has been added to the Service Control File. This option provides the ability to select the call date and time of the new call when placing a call on hold and creating a new call. The call date and time of the new call can be either the current system date and time or that of the original call. If the global field is set to C, the current system date and time is assigned to the new call. If the global field is set to O, the original call date and time is assigned. This global option affects all hold call for which a new call is created. The call date/time feature also works in accordance with the Time Offset feature.
Set Up
There is a new field in the Service Control File, Global record 10. The new field is as follows.
50. Call Time And Date On All Hold Calls From Original Or Current System Date
Enter O for original to use the original call date and time when creating a new call after placing a call on hold.
Enter C for current to use the current system date and time when creating a new call after placing a call on hold.