Dispatch Center
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- OMNITRACKER Dispatch Center in Overview Key Features
Process and Interfaces Workflow and Examples
OMNITRACKER Dispatch View and Google Maps Integration Off-line processing of Work Orders
Extensibilities
Contents
Planning and dispatching of external field staff with OMNITRACKER Dispatch Center
Solution for planning, dispatching and tracking of work orders
Administration of skills that are needed for accomplishing the work order
Integrated route planning using OMNITRACKER GIS Gateway or Google Maps
integration
Automatic transfer of work orders to the field staff
Automatic processing of the work order forms returned by the field staff
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-OMNITRACKER Dispatch Center in Overview
OMNITRACKER Dispatch Center in Overview
Process and process phases:
Dispatch request from a request
management system
Work order to field staff
Response of field staff
Response to request management
system
Dispatch Center can be integrated
with existing OMNITRACKER solutions. Integration via „Field Mappings".
Connection to external request
management systems via different transport services (web service, email, export/import) available.
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-Planning and Processing
Fast dispatching of orders (Dispatch Requests)
Generation of dispatch requests directly out of request / service management
systems (e.g. incident/problem/change management) possible
Less administration effort to dispose field staff Effective use of resources
Management of skills
Automatic calculation of way to and from the customer
Data synchronization between mobile devices and OMNITRACKER
Key Features 1/2
User Interface and Display
User-friendly route planning Intuitive user interface
Route planning via „drag & drop"
Miscellaneous
Interfaces to request management systems (e.g. OMNITRACKER IT Service
Management)
Connection with route planner using OMNITRACKER GIS Gateway or Google
Maps
Integration with further OMNITRACKER solutions Display of dependencies at a glance
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-Workflow and Interfaces
Different possibilities for generating a dispatch request:
Web service: Transfer of a subset of
incident, problem or change information from a connected request management system to OMNITRACKER Dispatch Center
Structured email: Data transfer via
email to OMNITRACKER Dispatch Center
Import/export: Import of information
via lists in OMNITRACKER Dispatch Center
Field mapping: Via field mapping
from integrated OMNITRACKER solutions
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-OMNITRACKER User Interface
For the dispatch planning the following views are available:
Time line view for the timing
Map display for the spacial planning
Dispatch Center offers the following possibilities for map integration:
Google Maps: Access to the maps
of Google Maps
Dispatch View: Requires the
integration of the core component OMNITRACKER GIS Gateway for the connection to a geoinformation system.
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-New dispatch request has to be dispatched:
Define customer and location of the
request
Specify title and description to
define the request
Define the time frame in which the
request has to be processed
Specify the required skills and
materials for processing the request
If a request management system is
connected (e.g. OMNITRACKER IT Service Management Center), the creation of a dispatch request can be done directly out of an incident, problem or change ticket.
Workflow: To be Dispatched
In the time line view the selected
planning date is displayed.
In the list the dispatch requests that
have not yet been assigned are displayed.
In the time line view the requests
that have not yet been assigned are displayed at the bottom.
Dispatch requests can be assigned
to a technician using drag & drop.
At the top on the right useful
information about the selected entry is displayed:
planned route for the selected
employee
distance of the employee to the
The planned route is displayed in
the map.
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- If a request is selected, at the top on
the right the distances from the technicians' home locations to the customer sites are displayed.
Technicians that do not have the
required skills for the selected request are shaded.
The customer site is displayed in the
map.
By clicking a marked place in the
map the address of the place is displayed.
Dispatch Planning using Google Maps (Example 2)
Technician who is supposed to
process the work order at customer site is assigned.
Time of the on-site appointment is
defined.
Predecessor and successor can be
defined in the dispatch request form and within the dispatch planning. In the dispatch planning the travel times can be calculated automatically:
From the employee's home location
to the first job
From one job to the next one
From the last job to the employee's
home location
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-Assignment via Drag & Drop (Example)
Request is assigned to a technician
with the required skills via drag & drop:
within the time line view
from the list into the time line
view
Field staff responsible receives the
order data as PDF via email.
Field staff can send back the
completed PDF.
The dispatch request is updated
automatically:
If the order could be completed,
the state is changed to "Techn. Solved".
If the order could not be
completed, the state is changed to "Rejected". Then it can be dispatched again.
Optionally the GPS coordinates of
the employee's current position can be transmitted to OMNITRACKER
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-Techn. Solved
Technician has completed the order successfully on-site and returns the PDF
form with the state "OK".
State of the dispatch request is changed automatically to „Techn. Solved",
on-site and travel times as well as the comments are taken over. Rejected
Technician could not complete the order, e.g. because the customer could not
be reached on-site, and returns the PDF form with the state "Not OK".
State of the dispatch request is changed automatically to „Rejected", on-site
and travel times as well as the comments are taken over.
Workflow: Techn. Solved, Rejected
Both possibilities of dispatch planning offer almost exactly the same functionality:
View for planning in the time line Drag & drop functionality
Display of the planned route in the map
Route planning in the map (Dispatch View only) Automatic alignment with start of working day
Predecessor-successor relationships for sequence of orders Route optimization
Current position of the resource can be displayed Batch mode available
OMNITRACKER Dispatch View and Google Maps
Integration
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-OMNITRACKER Dispatch Center offers the following possibilities for route optimization:
Calculation of travel times corresponding to the assigned dispatch requests and
the position of the field staff
Compact aggregation of the requests planned for one employee to avoid idle
time. The first order is aligned automatically with the start of the employee's working hours.
Geographical optimization of the route to avoid detours
Route Planning and Optimization
If the field staff cannot access OMNITRACKER on the way, they can use the PDF forms of the work orders to document the results of their work.
By returning the PDFs as email attachment to OMNITRACKER Dispatch Center the data can be processed off-line. The following data are updated automatically in the dispatch request:
State (depending on the state reported by the technician) Start and end of the on-site work
Travel times
Technician's comment
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- OMNITRACKER Dispatch Center
can be integrated easily with existing OMNITRACKER installations
Integration of further
OMNITRACKER solutions, e.g. OMNITRACKER IT Service Management Center
Extensibilities
Questions?
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