HEAT User Guide
3/10
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Welcome to Call Logging
What’s New . . . 1-2
Getting Started
Launch and Log On to Call Logging . . . 2-2
Shortcut Keys . . . 2-3
Navigate Call Logging . . . 2-7
HEAT Dashboard . . . 2-7
Call Logging Main Window . . . 2-8
Menu Bar . . . 2-8
Toolbar . . . 2-16
Call Status Banner . . . 2-17
Tabbed Layout . . . 2-18
InfoCenter . . . 2-18
Call Record Tab Bar . . . 2-18
Call Record Controls . . . 2-19
Attachments Toolbar . . . 2-19
Status Bar . . . 2-20
How Call Logging Works
Key Terms and Concepts . . . 3-2
Visualizing the Call Logging Flow . . . 3-4
How Call Logging Works with Other Modules . . . 3-6
Call Records
Working with Call Records . . . 4-2
Open Call Records . . . 4-2
Create New Call Records . . . 4-3
Save Call Records . . . 4-4
Close Call Records . . . 4-5
Reopen Call Records . . . 4-5
Update Call Records . . . 4-6
Delete Call Records . . . 4-6
Lock and Unlock Call Records . . . 4-7
Put Call Records On Hold . . . 4-8
Create Alarms . . . 4-8
Working with a Subset . . . 4-9
Table of
Contents
Working with the Call Log Form . . . 4-10
Working with the Detail Form . . . 4-11
Working with the Assignment Form . . . 4-12
Working with the Journal Form . . . 4-16
Track Call Records . . . 4-19
Working with the Activity Log . . . 4-19
Call Transfer Logs . . . 4-21
Call Groups
Create Call Groups . . . 5-2
Simple Search . . . 5-2
Boolean Search . . . 5-3
Working with Call Groups . . . 5-4
Open Call Groups . . . 5-5
Edit Call Groups . . . 5-5
Delete Call Groups . . . 5-6
Restore Saved Call Groups . . . 5-6
Save Call Group after Running . . . 5-6
Refresh Call Groups . . . 5-7
Remove Calls from Call Groups . . . 5-7
Create Toolbar Buttons for Call Groups . . . 5-7
Hot Lists . . . 5-8
Working with My Hot List . . . 5-9
Working with Hot Lists . . . 5-9
Create Hot Lists . . . 5-9
Add Call Records to Hot Lists . . . 5-10
Remove Calls from Hot Lists . . . 5-10
Delete Hot Lists . . . 5-10
Customer Records
Profile Form . . . 6-2
Contacts Form . . . 6-5
Configuration Form . . . 6-5
Call History Form . . . 6-7
Customer Groups
Create Customer Groups . . . 7-1
Working with Customer Groups . . . 7-4
Open Customer Groups . . . 7-4
Edit Customer Groups . . . 7-5
Delete Customer Groups . . . 7-5
Create Toolbar Buttons for Customer Groups . . . 7-6
Attachments
Record Attachments . . . 8-2
Global Attachments . . . 8-3
Table of Contents v
Searching
Quick Search . . . 9-2
Simple Search . . . 9-2
Search Using the Find Command . . . 9-3
Search by Browsing . . . 9-4
Search Using Go To Call ID . . . 9-4
Boolean Search . . . 9-5
HEAT Plus Knowledge (HPK) . . . 9-6
First Level Support (FLS) . . . 9-7
InfoCenter
HEATBoard . . . 10-2
Create HEATBoard Issues . . . 10-4
Designate a Lead Call . . . 10-6
Link Calls to HEATBoard Issues . . . 10-6
Call Map . . . 10-7
AutoTasks
Working with AutoTasks . . . 11-2
Create AutoTasks . . . 11-2
Edit AutoTasks . . . 11-4
Copy AutoTasks . . . 11-4
Delete AutoTasks . . . 11-4
Run AutoTasks . . . 11-4
Work with AutoTask Folders . . . 11-5
Create AutoTasks Toolbar Buttons . . . 11-5
Import AutoTasks . . . 11-6
Export AutoTasks . . . 11-7
AutoTask Actions . . . 11-7
Create Activity Log Record . . . 11-9
Create an Alarm . . . 11-11
Create Assignment . . . 11-12
Create Call . . . 11-13
Create Configuration . . . 11-15
Create Contact . . . 11-16
Create Customer Login . . . 11-17
Create Journal . . . 11-18
Create Profile . . . 11-20
Display Message Box . . . 11-21
Execute External Service Request . . . 11-22
Goto Call(Ticket) . . . 11-26
HEATBoard Issue . . . 11-27
If Field is Empty Statement . . . 11-29
If Statement . . . 11-29
Jump to a Control . . . 11-30
Print Information . . . 11-31
Run an AutoTask . . . 11-32
Run a Program . . . 11-32
Send a Broadcast . . . 11-34
Send a Message . . . 11-34
Update Call . . . 11-36
Update Configuration . . . 11-37
Update Contact . . . 11-38
Update Customer Login . . . 11-39
Update Profile . . . 11-39
Web Browse . . . 11-40
Write a File to Disk . . . 11-42
Advanced AutoTask Features . . . 11-44
Customizing Call Logging
Set User Preferences . . . 12-2
Display Preferences . . . 12-2
Grid Settings . . . 12-4
SupportMail Preferences . . . 12-5
MAPI/Lotus Preferences . . . 12-6
GroupWise Preferences . . . 12-7
POP/SMTP Preferences . . . 12-8
Location Preferences . . . 12-9
Path Preferences . . . 12-10
Sound Preferences . . . 12-11
Prompt Preferences . . . 12-12
HEATBoard Preferences . . . 12-13
Call Map Preferences . . . 12-14
Customize/Create Toolbars . . . 12-15
Table Maintenance . . . 12-18
Adding Values . . . 12-19
On the Fly Table Maintenance . . . 12-20
Smart Prompts . . . 12-21
Asset Configuration . . . 12-23
Reporting
Working with Report Shortcuts . . . 13-2
Add Report Shortcuts . . . 13-2
Run Report Shortcuts . . . 13-6
Copy Report Shortcuts . . . 13-7
Edit Report Shortcuts . . . 13-7
Delete Report Shortcuts . . . 13-7
Set Default Report Shortcuts . . . 13-8
Add, Rename, Delete Report Shortcut Folders . . . 13-8
Create Toolbar Buttons for Report Shortcuts . . . 13-9
Running Crystal Reports . . . 13-9
SupportMail
Setting Up SupportMail . . . 14-1
Navigating the SupportMail Interface . . . 14-2
Creating SupportMail Groups . . . 14-3
Creating New Folders in SupportMail . . . 14-3
Sending an E-mail through SupportMail . . . 14-3
Table of Contents vii
Broadcast Messages . . . 14-5
Printing
Print Preview . . . 15-2
Print Call Records in Form View . . . 15-2
Print Call Records in Grid View . . . 15-3
Export Call Records . . . 15-3
Print by Call Group . . . 15-3
MobileHEAT
Create the MobileHEAT Data Source and Database . . . 16-2
Copy the MobileHEAT Database to the Remote . . . 16-2
Transfer Call Records . . . 16-3
HEAT Integration with GoldMine
How Integration Works . . . 17-1
Advantages of Integration . . . 17-2
Integrating GoldMine with HEAT . . . 17-3
Resources
Additional Documentation . . . A-1
Contact Us . . . A-2
1
Welcome to Call Logging
Call Logging is the principal module for your HEAT system, providing all the tools you need to effectively track and resolve your organization’s important issues. Features include an internal mail program, an InfoCenter for posting important customer and company information, AutoTasks for executing actions automatically, Call Groups for managing issues, extensive reporting features to help you keep abreast of your organization’s performance, and much more. With Call Logging you can:
• Create multiple Assignments for one call, enabling the most qualified personnel to address and resolve specific facets of the issue in question. Refer to "Create a New Assignment". • Create a Journal entry each time there is contact with the employee or customer so that you
have a complete record of the tasks performed on behalf of that employee or customer. Refer to "Working with the Journal Form".
• Define Call Groups and Customer Groups using Boolean or Simple Searches to create specific collections of issues for your review. For example, you could define a Call Group of all open issues with a Call Type of Asset Issue. Refer to the Simple Search and Boolean Search procedures in "Call Groups" and "Customer Groups".
• Keep apprised of issues that affect the organization using HEATBoard. Refer to "HEATBoard".
• Create AutoTasks (a series of steps linked together to accomplish an action) and assign the AutoTasks to a toolbar button for quick access. Refer to "AutoTasks".
• Customize settings in Report Shortcuts so the reports you run most often are saved and ready for use at a moment's notice. Refer to "Add Report Shortcuts".
What’s New
•Tutorials: Introducing HEAT tutorials in the online help, which will eventually become a library of tutorials. Refer to the Call Groups: Create Call Groups: Boolean Search online help topics to view a tutorial showing how to create a Call Group using a Boolean search, and refer to the InfoCenter online help topic to view a tutorial showing how to hide, float, and re-dock the InfoCenter.
•Dashboard enhancements: Now displays My Active Incidents and allows you to modify which elements display in the Dashboard. Refer to "HEAT Dashboard".
•Tabbed layout: User Preferences enable you to display Call Groups, SupportMail, and My Hot List as tabs. Refer to "Display Preferences".
•Repositioned toolbar: The Call Record Controls toolbar has been relocated from the bottom of the screen to the right of the Call Record Tab Bar. The Lock/unlock calls button has been added to the main toolbar.
•Attachments toolbar moved and new Attachments tab: The Attachments toolbar has been moved to a position above the main toolbar, below the menu bar at the top of the Call Logging screen. You can also customize this toolbar (refer to "Attachments Toolbar" for details). An Attachments tab has been added, listing the attachments to the record. There is also an Attachments tab in the Profile screen. Refer to "Attachments" for more information. •Enhanced Execute External Service Request AutoTask action: Selects a third-party
application to exchange information with HEAT utilizing .NET capability. Refer to "Execute External Service Request".
•Enhanced email features: SupportMail and the Send a Message AutoTask action allow html-formatted email. The Send a Message AutoTask action allows you to specify a From and Reply to email address. Refer to "Sending an E-mail through SupportMail" and the "Send a Message" AutoTask action procedure. From and Reply to email addresses can also be specified globally for a number of email protocols available in Call Logging. Refer to "MAPI/ Lotus Preferences" and "POP/SMTP Preferences".
2
Getting Started
The following topics describe how to: •Launch and Log On to Call Logging.
• Use Shortcut Keys in the various HEAT modules.
Launch and Log On to Call Logging
To Launch Call Logging:
1. Select Start>Programs>HEAT>Call Logging.
2. The HEAT Service & Support Data Source dialog box opens. Specify the data source to use. 3. Select Automatically use this Data Source in the future if you want to always use the
designated data source.
Note:If you make this selection, the HEAT Service & Support Data Source dialog box no longer opens when launching Call Logging. You can still change the data source on the Location tab under Edit>User Preferences; refer to "Location Preferences" for details.
4. Click OK. The Call Logging log on window opens.
5. Type your User ID and Password. Click OK. The Call Logging main window opens, displaying the Call Log form, with the HEAT Dashboard dialog box open (refer to "HEAT Dashboard"). Note:After your initial log on, the Restore Saved Groups dialog box may open upon subsequent logons, asking if you want to Restore saved groups from previous session. If you answer Yes, the last active Call Group displays.
Shortcut Keys 2-3
Shortcut Keys
HEAT provides access to common functions and commands with keyboard shortcut keys.
Core HEAT
Call Logging
Function Key
Copy Ctrl+C Cut Ctrl+X Delete character to the left Backspace Delete character to the right Delete Move back one field Shift+Tab Move cursor one word to the left Ctrl+left arrow Move cursor one word to the right Ctrl+right arrow Move cursor to beginning of text field Ctrl+Home Move cursor to beginning of the line Home Move cursor to end of text field Ctrl+End Move cursor to end of the line End Move cursor to next field Tab
Move cursor within a field left arrow and right arrow
Paste Ctrl+V Scroll text in a memo field up arrow and down arrow
Undo Ctrl+Z
Function Key
Alarms Shift+F11 Assignment Alt+3 Assignment, Acknowledge Shift+F2 Assignment, New Ctrl+A Assignment, Resolve Ctrl+Shift+F2 Call, First Shift+F7 Call, Last Shift+F8 Call, Next F8 Call, Previous F7 Call Group, Close Ctrl+F4
Call Group, Open Existing Ctrl+O Call ID, Go to Ctrl+G Call Log Alt+1 Call Map, Go to Ctrl+Alt+M Call on Hold, Place Ctrl+H Call Record Browse, Display Ctrl+B Call Ticket Report, Run Ctrl+Alt+R Clear a Date or Time Field F2 Counter Field, Decrement - (numpad) Counter Field, Increment + (numpad) Crystal Decisions Crystal Reports Ctrl+D Customer Types, Change Ctrl+T
Detail Alt+2 Display Calendar in Date Field F4
Fill in System Date/Time F3 First Level Support (FLS) Ctrl+F HEATBoard Current Call Information Ctrl+Alt+C HEATBoard, Go to Ctrl+Alt+B
Help F1 InfoCenter, Show Ctrl+Alt+I
Journal Alt+4 Moves between Call Groups Ctrl+Tab
My Hot List, Add Call Ctrl+M New Call Ctrl+N New Journal Ctrl+J
Next Assignment/ Journal Ctrl+Page Down Previous Assignment/ Journal Ctrl+Page Up Print Active Call Group Ctrl+Shift+P Print Call Ticket Ctrl+P
Profile F5 Quick Close F10
Refresh Call Record Ctrl+F5 Refreshes Active Call Group Ctrl+E
Shortcut Keys 2-5
SupportMail
Alert Monitor
Run Crystal Report Ctrl+Shift+D Run/Edit Report Shortcut Ctrl+Alt+D
Save Ctrl+S Search, Perform Ctrl+Shift+S
Spell Check Shift+F9 Subset, Autosize F12
SupportMail F11 Toggles between upper and lower
panes
F6 Un/Lock Call Record Ctrl+L
Validations F9
Function Key
Attached Call, Go to Ctrl+A
Broadcasts Ctrl+B Forward Mail Ctrl+F
Message, new Ctrl+M Move Ctrl+V Refresh Messages Ctrl+E Reply to Sender Ctrl+R
Function Key
Define a Call Group Alert Ctrl+G Define a System Message Alert Ctrl+M New Alert Definition Ctrl+N Open a Call Group Alert Definition Ctrl+O Poll Now F5
Save Ctrl+S Start Polling F2
Toggles between At and Away from Desk
F7
First Level Support (FLS)
Toggles between upper and lower panes
F6 View Alert Summary F8 View Journal Entries Ctrl+J
Function Key
Add Child Ctrl+A Collapse branch - (numpad) Edit F2
Exit Alt+F4 Expand branch * (numpad)
Expand one level + (numpad) Find F3 New Ctrl+N Open Ctrl+O Print Ctrl+P Save Ctrl+S Function Key
Navigate Call Logging 2-7
Navigate Call Logging
To navigate through Call Logging, you should become familiar with the:
•HEAT Dashboard - Enables you to view at a glance My Groups, HEAT Broadcasts, My Active Incidents list, and call/incident metrics.
•Call Logging Main Window - Contains navigation components such as the Menu bar, InfoCenter, and a number of toolbars and controls.
HEAT Dashboard
The HEAT Dashboard dialog box opens over the Call Log form when you first log on to HEAT, and can be subsequently accessed via the View menu or by pressing Ctrl+F12. The Dashboard provides a one-stop location for common views and metrics:
•My Groups section - Enables users to add personal call group icons, allowing for quick access to commonly used groups.
Note:When creating or editing a Personal Call Group, the Display on HEAT Dashboard check box must be selected in order for the group to be visible on the Dashboard. Refer to the online help topic "Create Call Groups" for more information.
• HEAT Broadcasts section - Enables users to view and maintain HEAT broadcasts. • Displays My Active Incidents list and three commonly used metrics: Active Incidents by
Priority, Active Incidents by Call Type, and Total Calls by Month. The list and metrics are interactive, allowing users to open the specific record or group of records by clicking the corresponding record or area of the metric. The columns in the My Active Incidents list can be sorted by clicking the column header.
Note:The display of the Active Incidents by Priority metric requires the Priority field (which is not a HEAT system field). If the HEAT system does not have a Priority field, users will receive an error when opening the HEAT Dashboard.
• Use the Refresh button to refresh the Dashboard display, especially receiving a new incident assignment or after creating a new Personal Call Group to display in the My Groups section.
Modify Display
Any of the views and metrics can be removed from display on the Dashboard, so you can display on the Dashboard only the information you need to see:
1. Click the Settings down arrow at the bottom left of the Dashboard. 2. Deselect the check box next to the item you want to remove from display.
Disable Dashboard
To prevent the dashboard from opening when you log on to Call Logging: 1. Select Edit>User Preferences.
2. Click the Display tab.
3. Deselect the Show Dashboard at Startup check box.
4. Click OK. Note that you can still reopen the Dashboard at any time from the View menu.
Call Logging Main Window
The Call Logging main window contains components to help you access information and commands in Call Logging. Components include:
•Menu Bar •Toolbar
•Call Status Banner •Tabbed Layout •InfoCenter
•Call Record Tab Bar •Call Record Controls •Attachments Toolbar •Status Bar
Menu Bar
The dockable menu bar provides access to Call Logging functions (dock the menu bar to the bottom, top, or either side of the Call Logging main window by dragging the bar to the desired location). Menus include:
•File Menu - Accesses commands for manipulating Call Records such as saving, locking, printing, viewing attachments, etc.
•Edit Menu - Accesses commands for manipulating record data, as well as commands for customizing your user preferences, toolbars, field validations, etc.
•View Menu - Accesses commands for displaying the different Call Record forms, components of the Call Logging window, SupportMail, alarms, and Activity Logs.
Navigate Call Logging 2-9
•Group Menu - Accesses commands for finding Call Records and managing Call Groups. •Customer Menu - Accesses the four Customer Record forms for the selected customer, as
well as Profile attachments and Simple Search options.
•Solution Menu - Provides additional search methods and launches the loaded knowledge base.
•Accessory Menu - Accesses commands for table maintenance, the HEATBoard, asset configuration, email functions, etc.
•Report Menu - Accesses commands for managing reports.
•AutoTask Menu - Accesses commands for managing AutoTasks and lists the available AutoTasks.
•Window - Accesses display options for information in the Call Logging window.
•Help - Opens online help, a link to the FrontRange Solutions Home Page, and information about the application.
Note:When a Customer Record is active in the Call Logging main window, the toolbar and menu bar change to accommodate customer-specific commands (for example, the Group menu accommodates Customer Groups and the AutoTask menu accommodates customer AutoTasks) You can also use shortcut keys to access the menu functions (refer to "Shortcut Keys"). Some of the individual options under each menu item also have shortcut keys; they appear to the right of the option.
File Menu
This menu accesses commands for manipulating Call Records such as saving, locking, printing, viewing attachments, etc. Menu items include:
•New Call Record - Opens a new, empty Call Record applying the next available Call ID number. You can also click the New Call Record button on the toolbar.
•Save Call Record - Saves the current Call Record to the database. You can also click the Save Call Record button on the toolbar.
•Lock/Unlock Call Record - Locks or unlocks the current Call Record. Locking a Call Record means that only one person is allowed to modify the Record at any given time. This helps prevent Call Record information from being overwritten in the database. You can view a listing of all locked calls by selecting Accessory>Locked Calls.
•Unlock All My Calls - Unlocks all of the current user's Call Records. Users are the only ones who can unlock their own calls. A Call Record is unlocked automatically when you save or close the call, or when you click the Lock button.
•Customer Type - Opens the Customer Type dialog box, in which you can select the Customer Type for a new Call Record (such as Company, Employee, and Equipment). When you make this selection, place your cursor in a validated field in the Subset and press F9 to see validated values specific to the Customer Type.
•Reopen Call Record - Reopens the selected Call Record. Use this option when you need to modify a closed Call Record. When you select this menu item, the Call Status changes to Reopened and a Journal entry is created with the Closed Description and Cause Code. In addition, the Cause Code, Closed Description, Closed By and Closed Date/Time fields in the Call Record are cleared.
•Quick Close - Automatically populates the Closed fields and closes the Call Record. Using Quick Close prompts you to fill in any blank required fields and changes the Call Status to Closed. It also stops the Stopwatch and automatically populates the Closed By fields with your Login ID and the current date/time. You can also click the Quick Close toolbar button.
•Put Call on Hold - Places the current Call Record on hold. You can only put unsaved Call Records on hold. Call Logging allows you to put 15 unsaved calls records on hold at a time. Calls that are on hold are contained in a Calls On Hold Call Group. Any Call Records contained in this group are only available on the local machine. If your Calls On Hold Call Group is empty, the menu item is not available.
•Go to Call - Opens the Go to Call ID dialog box, enabling you to search for a Call Record. •Abandon Changes - Abandons changes you have made to unsaved Call Records.
•Delete Call Record(s) - Deletes the Call Record from the database. Use caution when deleting a Call Record, since deleting a Call Record is permanent. The Call Record must be recreated if you discover it was deleted in error.
•Remove Call from Group - Temporarily removes the Call Record from its current group. For example, you can remove a Call Record from its group while you archive old data, work within the Call Group, or display the calls you have not worked on yet. You can also remove calls from your Hot List in order to print only the remaining calls in the Call Group.
•New Broadcast - Opens the Create Broadcast dialog box, enabling you to use a broadcast message to alert everyone logged onto Call Logging of an important business issue or event. •Assignment/Journal - Accesses a submenu with options to add, delete, and edit Assignments
and Journal entries.
•Print - Accesses the Print submenu containing options to Preview the Printout or print the Call Ticket, Group, or Grid:
–Preview - Allows you to view the Call Record as it will appear on the hard copy.
–Call Ticket - Opens the Print Call Ticket dialog box, enabling you to select the sections of the Call Record you want to print, the section spacing, the header information, and the printer. –Group - Prints the currently displayed group of Call Records using the same print
parameters selected for a single record.
–Grid - Prints the currently displayed grid. Make sure the cursor is within an active grid window.
•Print Setup - Opens the Print Setup dialog box, enabling you to specify printers, paper selection and orientation, as well as access advanced print properties.
•Grid Page Setup - Opens the Grid Page Setup dialog box, in which you can specify headers, footers, margins, and fonts.
•Reset Column Width - Resets the column widths in grid view to their original settings. •Attachments - Accesses the Attachments submenu containing options to add, edit, and
remove Attachments and add Global Attachments.
•Exit - Closes the Call Logging application and logs you out of the database. Closing Call Logging any other way does not log you out of the database.
IMPORTANT:When a Customer Record is active in the Call Logging main window, the File menu changes to accommodate commands specific to Customer Records.
Navigate Call Logging 2-11
Edit Menu
This menu accesses commands for manipulating record data, as well as commands for customizing your user preferences, toolbars, field validations, etc. Menu items include:
•Undo - Reverses the last activity performed on the Call Record. •Cut, Copy, Paste - Accesses standard word processing features.
•Validate Field - Calls the validation grid for the active field. You can also open the validation dialog boxes by pressing F9 while your cursor is in the field you need to validate.
Note:Call Logging stores information in database tables. This information appears in several fields on the Call Logging form. A field requiring information from one of these tables is called a validated field. When you import information from a table into a validated field, HEAT may auto-fill other validated fields with information from the table.
•Spell Check - Accesses standard spell-checking features. Spell Check scans all words within the active field. You can also access Spell Check by selecting the associated button on the toolbar.
•Stopwatch - Accesses the Stopwatch submenu where you can start, stop, and edit the Stopwatch included with Call Logging. The Stopwatch value is displayed on the Call Status Banner and keeps a running total of the time spent modifying the Call Record. It starts automatically whenever a change is made to a Call Record field or when a field is validated. It stops automatically whenever changes are abandoned, the Call Record is saved, or the Call Record is closed.
•Count - Accesses the Counter submenu where you can edit the counter included with Call Logging. You can use the Call Counter to keep track of the number of calls about a single incident. Instead of creating new Call Records for each incoming phone call, the Counter of the initial record is incremented.
•User Preferences - Opens the User Preferences dialog box, enabling you to customize many features in HEAT. Doing so determines how Call Logging behaves on an individual
workstation. Most of the options that you can set in User Preferences apply to any HEAT user opening Call Logging on that computer. Many of the settings are saved in the registry key on the local workstation.
•Toolbar - Accesses the Toolbar submenu where you can customize your Call Logging toolbars. The toolbar settings travel with the user to any workstation the user logs on to. IMPORTANT:When a Customer Record is active in the Call Logging main window, the Edit menu changes to accommodate commands specific to Customer Records.
View Menu
This menu accesses commands for displaying the different Call Record forms, components of the Call Logging window, SupportMail, alarms, and Activity Logs. Menu items include:
•Call Log - Changes the display to the Call Log form (the Call Log form is the default display when you launch Call Logging).
•View Detail - Changes the display to the Detail form.
•Assignments - Changes the display to the Assignment form. •Journal - Changes the display to the Journal form.
•Attachments - Changes the display to the Attachments tab.
•Grid - Toggles between the grid view and the form view (this menu option is only available on the Assignment and Journal tabs).
•Call Status Banner - Toggles the visibility of the Call Status Banner. •Status Bar - Toggles the visibility of the status bar.
•Toolbar - Opens the Toolbars dialog box, enabling you to see the toolbars that are active, and turn them on or off. The Toolbars are customizable features in HEAT. You can select which buttons are displayed or create new buttons for AutoTasks, Call Groups, etc.
•InfoCenter - Accesses InfoCenter display commands including Show InfoCenter, Show Call Map, Show HEATBoard, Go to Call Map, and Go to HEATBoard.
•SupportMail - Accesses the SupportMail window with full email functionality. SupportMail can send and receive messages both within the HEAT system and within external email systems.
•Alarms - Opens the Alarms dialog box, enabling you to create personal reminders to take action at some future time. Alarms are an extension of SupportMail. Because a Call Record can be attached to an alarm, the user can then easily retrieve the associated call when the alarm triggers to check its latest status.
•Activity Log - Opens the Activity Log. The Activity Log is used to track events associated with a Call Record. When this feature is turned on by the HEAT administrator, Call Logging creates a new Activity Log entry whenever you work on the call.
•Dashboard - Opens the HEAT Dashboard.
IMPORTANT:When a Customer Record is active in the Call Logging main window, the View menu changes to accommodate commands specific to Customer Records.
Group Menu
This menu accesses commands for finding Call Records and managing Call Groups. Menu items include:
•New Call Group - Opens the New Call Group dialog box, in which you can define the search criteria for a new Call Group.
•Open Call Group - Opens the Open Call Group dialog box, enabling you to open an existing Call Group.
•Simple Search - Accesses the Simple Search submenu that lists the defined Simple Searches. Using this menu item creates a Call Group based on one value from a single field.
•Close Call Group - Closes the active Call Group.
•Work Group - Accesses all of the Call Records you created, modified, or opened during your current working session.
•Calls on Hold - Shows all of the unsaved Call Records you placed on hold.
•My Hot List - Accesses Call Records that you added to your personal Hot List. The My Hot List Call Group is the only Call Group in which you cannot use search expressions to create the group. Calls must be added manually. You can add any call including those from different Customer Types.
•Save Criteria - Saves changes you have made to a Call Group's search criteria.
•Save Criteria As - Saves search criteria. Use this feature when you have edited a Call Group's search criteria and you do not want to alter the original Call Group. This creates a new Call Group that uses the new criteria and leaves the original Call Group intact.
•Edit Group Criteria - Accesses a Call Group's search criteria for editing purposes. After you have edited the criteria, you can either save over the old criteria or save the altered criteria as a new Call Group.
Navigate Call Logging 2-13
•Refresh Group - Refreshes the Call Group. This retrieves any records back into the Call Group that were temporarily removed with the Remove Call from Group command on the File menu. The Refresh Group menu command forces the system to re-query the database and update the Group window.
•Call Record Navigation - Navigates through Call Records. Accesses First, Previous, Next, and Last commands.
•Call Record Browse - Displays a grid of Call Records in the currently displayed Group. This is a grid view of the group's CallLog table entries.
•Refresh Call Record - Refreshes the current Call Record.
•Add Call to My Hot List - Manually adds a Call Record to your default Hot List.
•Add Call to Hot List - Accesses the New Hot List submenu where you can add a Call Record to a new Hot List.
•Remove Call from Hot List - Removes a Call Record from a Hot List.
IMPORTANT:When a Customer Record is active in the Call Logging main window, the Group menu changes to accommodate commands specific to Customer Records.
Customer Menu
This menu accesses the four Customer Record forms for the selected customer, as well as Profile attachments and Simple Search options. Menu items include:
•Profile - Provides access to the customer's Profile record for the currently displayed Call Record. A Profile record contains all relevant information about a customer or employee. •Contacts - Displays the list of Contacts associated with a customer in grid view. The form
view displays an individual's contact information associated with the customer (for example, an employee who works for an organization). The contact information can be stored within the HEAT database in a local validation table or in an external database.
•Configuration - Accesses Configuration Records for the customer listed in the Subset of the currently displayed Call Record. A single Customer Record can have multiple Configuration Records associated with it.
•Call History - Displays the Call History grid view for the customer that is currently displayed. •Simple Search - Accesses a submenu listing simple search criteria. This option is also used to
define Call Groups based on a simple search (such as search for all open Call Records). •Search - Locates a Customer Record with a Boolean search. This search is independent of the
currently displayed record. You can search for either Profile, Contact, Configuration or Call History records.
•Profile Attachments - Sometimes called Customer attachments, Profile attachments link files or applications to a Customer Profile record.You can also access Profile attachments from the Call Logging window through Customer>Profile Attachments.
Solution Menu
This menu provides additional search methods and launches the loaded knowledge base. Menu items include:
•Perform Search - Begins a search based on the words highlighted in the Call Description field. Once the knowledge engine finishes the search, the FLS button on the toolbar changes from a tree to a light bulb. Click the light bulb button to view the Search Results dialog box. •Additional Search - Performs another search by allowing you to customize the query using
selected information in the current Call Record.
•Auto Search - Switches Auto Search on/off enabling HEAT to periodically launch searches using information from the current Call Record.
•Auto Populate - Automatically creates a node or article within the knowledge tree of a knowledge base and fills it with information from preselected Call Logging fields (specified as autopopulate defaults by the HEAT administrator).
•First Level Support or - Launches the knowledge base linked to Call Logging.
Accessory Menu
This menu accesses commands for table maintenance, the HEATBoard, asset configuration, email functions, etc.
Menu items include:
•Table Maintenance - Opens the Table Maintenance dialog box, enabling you to directly edit the validation tables in the HEAT database.
•Asset Configuration Window - Accesses a submenu where you can select from Maintenance or Transfer Assets.
–Maintenance - Opens the Asset Configuration Maintenance dialog box, which provides the interface for managing asset details. You can locate an asset, add a new asset, associate an asset with a customer, delete assets, modify an existing asset, create a new call for an asset, or select an asset and add it to the currently active call record.
–Transfer Assets - Opens the Asset Configuration Maintenance dialog box, in which you can manage asset ownership. It provides an interface for performing three actions: moving an asset to another customer, copying an asset to another customer, and deleting an asset •Call Transfer - Transfers copies of Call Records by transferring data in the record through an
email system format, which in turn is reconstructed at another HEAT installation or by transferring to any other application able to custom process message text data in an email format.
•Locked Calls - Displays a list of the calls currently locked in the system.
•HEATBoard - Accesses functions within the HEATBoard. For example, you can view the current call's information, view details about the issue, link and unlink the current call, set the lead call, open the group, close linked calls automatically with the AutoClose feature, edit a HEATBoard issue, delete a HEATBoard issue, or add a new HEATBoard issue.
•Mail - Accesses the Mail submenu where you can access the commands to send mail and to view attached messages.
•MobileHEAT-Transfer Calls - Transfers any new or modified Call Records to the main HEAT database, as well as other system maintenance functions. Call Transfer (often called
synchronization) with the main HEAT system can occur at any time and may be accomplished via a direct network connection or through a modem/WAN link.
Navigate Call Logging 2-15
•Set up MobileHEAT Database - Starts the set up procedure. The process of creating a new database and its associated Microsoft Access data source will take several minutes to complete, depending upon the size of the original database.
Report Menu
This menu accesses commands for managing reports. Menu items include:
•Run Call Ticket Report - Runs a Call Ticket Report based on the defaults that you set from the Defaults menu in the Run/Edit Report Shortcuts dialog box. This menu item becomes available after you set the default report for a Call Type or for all Call Tickets through the Run/Edit Report Shortcuts command. The Call Ticket Report can be set up to automatically print, to display in the window, to export to a file or application, or to prompt you at run-time for specifications.
•Manage Reports - Opens the Manage Reports dialog box, in which you can run, add, edit, delete, or copy the shortcut to another view.
•Run Crystal Report - Opens the Run Crystal Report dialog box, in which you can run an existing Crystal Report. Click the Browse button to navigate to an existing report and select from the Print, Selection Formula, and Data Source options listed.
•Crystal Decisions Crystal Reports - Opens the Crystal Reports Program Location dialog box, in which you can browse to and open a Crystal Report.
AutoTask Menu
This menu accesses commands for managing AutoTasks and lists the available AutoTasks (and/ or AutoTask categories). AutoTasks automate routine Call Logging activities and combine multiple operations within one task.
In addition to the list of AutoTasks and categories, menu items include:
•Manage AutoTasks - Opens the Manage AutoTasks dialog box, in which you can run, add, edit, or delete AutoTasks. This dialog box also lists the defined AutoTasks within Call Logging. In addition, you can assign a toolbar button to an AutoTask in this dialog box. •Import - Opens the Import dialog box, enabling you to import AutoTasks exported from
another HEAT system.
•Export - Opens the Export dialog box, enabling you to export existing AutoTasks.
IMPORTANT:When a Customer Record is active in the Call Logging main window, the AutoTask menu changes to accommodate commands specific to Customer Records.
Toolbar
Use the customizable, dockable toolbar to access common commands. These options are also available in the Call Logging menu bar.
Note:You can create a new toolbar or customize the existing toolbar by adding buttons, separators, and specifying a theme; click the drop-down arrow at the right side of the toolbar and click Customize, click the Commands tab, then click and drag the desired command onto the toolbar. You can also move, resize, delete, or rename the toolbar.
Toolbar buttons include:
New Call Record - Creates a new Call Record in the Call Logging main window.
Lock the current call record - Locks a call so that only one user at a time can work on a Call Record. When the call is locked, the button displays a key icon. When the call is unlocked, the button displays an unlocked padlock icon. When the call is locked by another user, this button becomes unavailable.
Abandon Changes - Closes the current Call Record without saving any of the information.
Save Call Record - Permanently records the information from the current Call Record.
Quick Close - Closes the current Call Record and saves it immediately.
Print Current Call Ticket - Prints the current Call Record, including the Detail, Assignment, and Journal forms.
Validate Field - Opens a dialog box displaying a list of legal values for the currently selected field.
Spell Check - Checks spelling in the currently selected field.
Cut - Deletes the selected text and copies it to the pasteboard so it can be copied to another location.
Copy - Creates a copy of the currently selected text.
Paste - Places the text from the pasteboard to the selected location.
New Group - Opens the New Call Group dialog box, in which you can define criteria for a new Call Group.
Open Group - Opens the Open Call Group dialog box, enabling you to open a existing Call Group.
Call Record Browse - Opens the Call Record Browse dialog box, enabling you to browse through a list of all Call Records within the currently active Call Group.
Navigate Call Logging 2-17
Note:When a Customer Record is active in the Call Logging main window, the toolbar and menu bar change to accommodate customer-specific commands (for example, the Group menu accommodates Customer Groups and the AutoTask menu accommodates customer AutoTasks).
Call Status Banner
The banner area of the main window displays important information about the Call Record currently open in Call Logging, including:
•Call ID - A unique reference number for the current Call Record. It is automatically generated by HEAT and displayed on the left end of the banner area.
• Stopwatch - A tool designed to track the time that elapses from opening to closing a Call Record.
•Count - Keeps track of events associated with the active Call Record. For example, using the call counter, you can follow how many incoming calls relate to the issue documented in the Call Record. To change the call counter, press the plus (+) and minus (-) keyboard keys.
Refresh Group - Refreshes the group to include any new or updated Call Records.
My Hot List - Opens your personal Hot List.
Arrow keys - Let you scroll through sequential Call Records: first, previous, next, and last.
Customer Profile - Opens the current customer’s Profile record.
View Contacts - Opens the current Call Record’s Contact records.
Customer Configuration - Opens the current customer’s Configuration records.
Caller History - Opens the current customer’s Caller History records.
FrontRange Solutions - Accesses the Front Range Solutions Web site.
•Status - Displays whether the call is open, closed, reopened, pending, etc.
Select View>Call Status Banner to turn the display of the banner off or on. The last setting is saved, so when you log off and log back on again, the last setting is retained.
Tabbed Layout
You can set Call Logging to display Call Groups in a tabbed layout mode, which will be helpful when working with multiple Call Groups. As each Call Group is opened, a tab labeled with the name of that Call Group displays.
SupportMail and My Hot List will also open as tabs.
Click and drag a tab onto the body of the Call Log form to open that tab in a separate pane; drag the tab back onto the other tabs to display that tab in the same pane. Click the x located to the right of the tabs to close the active tab. If you have multiple tabs open such that some tabs are hidden, the arrow keys to the right of the tabs activate, enabling you to expose the hidden tabs.
To turn off the tabbed layout mode: 1. Select Edit>User Preferences. 2. Click the Display tab.
3. Deselect the Tabbed layout check box. 4. Click OK.
To cascade or tile the open Call Groups (when not in tabbed layout mode), select Window> Cascade, Window>Tile Horizontal, or Window>Tile Vertical.
InfoCenter
The InfoCenter is located to the left of the Call Record in the Call Logging main window. Two panels comprise the InfoCenter: the HEATBoard (refer to "HEATBoard") and the Call Map (refer to "Call Map"). To manipulate the InfoCenter:
• Click the HEATBoard tab to view the HEATBoard • Click the Call Map tab to view the Call Map.
• Click the Close icon to close the InfoCenter (which can be reopened from the View menu or by pressing Ctrl+Alt+I).
• Click the Auto Hide icon to hide the InfoCenter, leaving an InfoCenter tab - move your mouse over the tab to reopen the InfoCenter to see needed information; move your mouse away from the tab to re-hide the InfoCenter.
Call Record Tab Bar
The Call Record tab bar is located below the Subset form in Call Logging and contains tabs which enable you to navigate to the various Call Logging forms:
•Call Log (refer to "Working with the Call Log Form") •Detail (refer to "Working with the Detail Form")
•Assignment (refer to "Working with the Assignment Form") •Journal (refer to "Working with the Journal Form").
•Attachments - Use the functionality on this tab to attach files to the call record (refer to "Attachments").
Navigate Call Logging 2-19
For information about the Web tab, which enables you to open a Web page in Call Logging, refer to the Web Browse action in "AutoTask Actions".
Note:The numbers on the tabs indicate the number of records on each tab.
Call Record Controls
Several control buttons are located to the right of the Call Record Tab Bar:
Attachments Toolbar
The Attachments toolbar is located above the main toolbar, below the menu bar:
Grid/Form View - Lets you switch from an Assignment or Journal form view to a grid view of all Assignments or Journal entries.
New Entry - Opens a new Assignment or Journal form when the Assignment or Journal page is open (click the Assignment or
Journal tab).
Abandon Record - Becomes available when you click the New Entry button. You can abandon your new entry and the
Assignment or Journal entry defaults to the last Assignment or Journal entry.
Arrow keys - Let you scroll through sequential Assignments and Journal Records: first, previous, next, and last.
Add Attachment - Click to add, edit, or remove an attachment.
Edit Attachment - Click to edit the attachment information.
Remove Attachment - Click to remove the attachment from the Call Record.
View Activity Log - Click to display the activity log for the current Call Record.
View Transfer Log for Current Call - Click to display the transfer log for the current Call Record.
View Attached Messages - Click to display email messages attached to the current Call Record.
Note:You can create a new toolbar or customize the existing toolbar by adding buttons, separators, and specifying a theme; click the drop-down arrow at the right side of the toolbar and click Customize, click the Commands tab, then click and drag the desired command onto the toolbar. You can also move, resize, delete, or rename the toolbar.
Select View>Toolbar to turn the display of the Attachments toolbar off or on. The last setting is saved, so when you log off and log back on again, the last setting is retained.
Status Bar
The status bar is located at the very bottom of the Call Logging window and displays system prompt messages associated with the selected data field, displays the current data source, and displays the following buttons (from left to right):
Select View>Status Bar to turn the display of the Status bar off or on. The last setting is saved, so when you log off and log back on again, the last setting is retained.
Global Attachments - Click to open the
Global Attachments dialog box, in which you can view, add, edit, or remove global
attachments.
Validated Field - This button is available if your cursor is in a validated field. Double-click to access a list of values.
Required Field - Indicates your cursor is in a required field (the button becomes available).
Resolve Assignments in Order - When this button is available it indicates that assignments for the active Call Record must be resolved in chronological order.
HEATBoard - This button becomes available when a new HEATBoard Issue is posted. Double-click to access the HEATBoard in the InfoCenter.
Alarms - Double-click this button to open the
Alarms dialog box, in which you can set up alarm parameters to remind you of any event. The alarm button will turn bright yellow if you set it up to do so in Edit>User
Preferences>SupportMail.
SupportMail - This button becomes available if you have SupportMail waiting. Double-click to open the SupportMail window.
3
How Call Logging Works
Call Logging is comprised of powerful functionality designed to streamline every aspect of your call-taking operation.
Call Logging features include:
• Call Records and Customer Records track pertinent call and customer information.
• Call Groups and Customer Groups organize various types of calls and/or issues into orderly categories.
• The InfoCenter houses the Call Map, a repository for detailed information pertaining to the current call. By clicking the tab at the top of the InfoCenter, you can switch to the
HEATBoard where issues affecting the organization as a whole can be posted.
• SupportMail is an electronic mail system unique to Call Logging. You can use it to send messages to anyone using the Call Logging module, and you can send mail externally to any recipient using GroupWise, Lotus, or MAPI, POP/SMTP-compliant email protocols.
• Call Logging allows multiple ways of searching for data: Go to Call ID, the Find command, the profile search, Simple Searching, Quick Searching, and Boolean searches all help you quickly find the specific information you need.
• AutoTasks enable you to automate routine Call Logging activities and combine multiple operations within one task. Several operations can be defined to sequentially create a record, modify a record, send an email, activate an alarm, etc.
• Table Maintenance allows you to directly edit the data within the database tables, if your system administrator grants you rights to add, edit, view, or delete data.
• Call Logging makes reporting as efficient as possible. You can access the Answer Wizard module’s many reports or create your own. Use Manager’s Console to review your organization’s metrics.
Key Terms and Concepts
You should be familiar with the following key terms and concepts found in Call Logging: •Call Record - A Call Record is the collective information about an individual service issue.
Call Records consist of information stored in five main database tables: Subset, Call Log, Detail, Assignment, and Journal.
–Assignments - In Call Logging, you can assign responsibility for a task to another person, and they can acknowledge, resolve, or reassign the issue. When any of these actions are taken, the automatic User ID, Date, and Time value stamps are placed in the Call Record. Multiple Assignments can exist within one Call Record.
–AutoTasks - The AutoTask feature offers a quick way to automate routine Call Logging activities. When an action becomes repetitive, you can create an AutoTask to automate the action’s steps by combining several operations within one task. For example, you can identify several operations to sequentially modify the Call Record, add an Assignment, send an email, and activate an alarm.
–Journal - The Journal form is intended primarily as a memo field with room to record notes about the Call Record. When a new Journal entry is created, the User ID, Date, and Time values are automatically posted. Displaying the Journal entries in
chronological order gives you the complete picture of the sequence of work that occurred on the call.
–Subset - When a call is initiated for a particular customer, selected portions of the Profile record are copied to and kept with the Call Record in the Subset table. In this way, the Profile is used as the validation table for the Subset. The Subset is linked to the Profile by its CustID and CustType fields. The Subset information is saved with each Call Record. Since the Customer Profile information can be edited or deleted, historical Subset information saved with a Call Record may or may not be consistent with the customer’s current profile information. The Subset information displayed differs based upon the selected Customer Type.
•Customer Record - Used to reference information about a customer and derives its data from the Profile, Configuration, and Contact tables.
–Call History Form - Presents results from a query of the database rather than from a single table. The display contains a list of all existing Call Records for a selected customer.
–Configuration Form - Displays information specific to customer equipment and training.
–Contacts Form - Lists the individuals associated with an organization. The form contains a list of the contacts who call from that organization.
–Profile - Displays information specific to the customer such as name, address, phone number, etc.
Key Terms and Concepts 3-3
•Customer Type - Customer Type (CustType) is a Call Logging feature that helps to categorize the various types of customers your organization has. Each Customer Type has its own set of forms and windows to help you record different information specific to that type. Because call Logging allows you to identify your own Customer Types and to customize the forms and windows associated with them, you can define a new Customer Type whenever you want to separate a group of customers that you need to store unique or specially-organized information. Because Call Logging is fully customizable, your Customer Types may be different; however, the demo data contains the following Customer Types:
–Company - Companies supported by your organization. –Department - Internal departments for the Help Desk.
–Employee - Employees (end users) supported by your organization. –Equipment - Equipment supported by your organization.
–Facility - Facilities supported by your organization.
•Call Groups - A Call Group's main function is to display data meeting user-defined criteria. The different types of Groups include: Work Groups, Call Groups, Calls on Hold, and My Hot Lists. A Call Group is a set of Call Records that meet some common criteria. This group is created using Boolean expressions or a Simple Search.
•Customer Groups - Like a Call Group, a Customer Group's main function is to display data meeting user-defined criteria. A Customer Group is a set of Customer Records that meet some common criteria. This group is created using Boolean expressions or a Simple Search. •Call ID Number - The Call ID is a unique, system-generated number identifying each Call
Record. Call Logging assigns the Call ID number when a new Call Record is created. Call ID numbers are never reissued even if a call is deleted or a new call is abandoned (not saved to the database).
•Call Type - The Call Type is a field on the Call Logging form used to define the type of problem a customer is experiencing. Call Types are selected from a predefined list but can be user defined. The value chosen from the list may call up a Detail window that allows for additional data entry. Not every Call Type incorporates a Detail window.
•Customer ID - A Customer ID (CustID) is a numeric or alphanumeric identifier assigned to uniquely identify each customer. It can be up to 25 characters in length. Call Logging does not automatically assign Customer ID values—the HEAT administrator devises the
Customer ID sequence. The Customer ID links the Customer Record to all of its Call Records. •Hot Lists - To accommodate the need to display a group of calls not having criteria in
common, a Group type called Hot List is available. The calls in a Hot List are not assembled through a Boolean query but are manually added to a list recorded in the database and are available for later retrieval. A personal Hot List called My Hot List is already set up on your system. All you need to do is add calls to it. You can also create new Hot Lists for personal use or for viewing by specific teams or the global audience.
•Validated Field - When a field is validated, you can place your cursor in that field and press F9. A dialog box opens containing a list of appropriate values from which to choose. Using this feature enables you to access information directly from the database tables and helps you avoid including inaccurate or misspelled information in the Call Record.
•View - Call Groups are saved to a view. The view is the audience who can access the Call Group. When you select a view, the window displays all the Call Groups contained in the view.
–All View - Includes all Global Call Groups and the user's Personal Call Groups. –Global View - All Call Logging users can access the Group.
–Team View - A specific team can access the Call Group.
•InfoCenter - The InfoCenter is located next to the Call Record in the Call Logging main window. The two elements that comprise the InfoCenter are the Call Map and the HEATBoard.
–Call Map - An expandable and collapsible summary view of the current Call Record. The HEAT administrator determines which fields appear in the Call Map.
–HEATBoard - Enables users to post and read issues for other support desk personnel and receive system-wide information.
•Grid/Form Views - Call Logging contains pre-designed forms for your use. Each form is linked to a particular database table (or multiple tables) and displays information from that table(s). Both views are available on a variety of forms such as Table Maintenance,
Assignment, Journal, etc. Some other forms have only one view available.
–Form View - The Form View displays a single record from the table displaying the fields. Data entry is typically performed in this view. Access it by clicking the active Grid/Form View button.
–Grid View - The Grid View displays a list of data in a table form. Access it by clicking the active Grid/Form View button.
Visualizing the Call Logging Flow
Visualizing the Call Logging Flow 3-5
Call Logging Process
Understanding the sequential steps you should take when logging a call is essential to maximizing Call Logging's versatile functionality. The following phases represent the basic steps in processing all of the information necessary to properly document and resolve an issue.
Phase 1: Gathering Customer Information
Whether your caller is an internal employee or external client, you must gather all of the pertinent information regarding the caller's issue. When the call taker opens a new Call Record, the call taker either validates the caller’s information via the validation table or creates a new customer profile in the Profile form before beginning the discovery process.
Phase 2: Recording the Call
After the customer's information is recorded, the call taker begins a discovery process to
determine the nature of the caller's issue. The description most closely resembling the problem is selected from the Call Type drop-down list. There may or may not be a Detail form associated with the designated Call Type, where you can document more specific information. Additional information is gathered and typed into the Call Description field. Sometimes the call taker can immediately resolve the issue. If it is not possible to do so within the first call, however, the call taker most commonly assigns the issue to another technician with expertise in resolving that particular Call Type.
Phase 3: Assigning Calls
The call taker clicks the Assignment tab at the top of the main Call Logging window, opening the Assignment form where the issue is delegated to the appropriate technician. The receiving technician monitors Assignments by creating Call Groups meeting specific, pre-defined criteria. If the designated technician is not the correct person to resolve the issue, it can be reassigned. When the appropriate technician receives the Assignment, the technician acknowledges that
Assignment. The issue's owner, or tracker, has ultimate responsibility for the resolution of the issue, and that person can track the Call Record as it progresses through various Call Groups.
Phase 4: Researching and Creating a Journal Entry for the Call
There are a variety of tools at the technician or call taker's disposal to aid in call resolution. The user can perform a knowledge search using HEAT Plus Knowledge, post an issue on the HEATBoard to help other call takers, or possibly create an AutoTask to expedite a repetitious process. The technician or call taker can make Journal entries containing relevant findings using the Journal form. In this way, pertinent information regarding the specifics of the call are stored within the Call Record.
Phase 5: Resolving and Closing the Call
When the issue is resolved to the customer's satisfaction, the Assignment form is marked as resolved by the attending technician, and the resolution information is entered in the Solution Description and Cause fields in the Call Log form. The Call Status is then updated to reflect a value of Solved. At this point, either the technician can perform a Quick Close operation, or the owner can close all owned issues in Solved status.
How Call Logging Works with Other Modules
•HEAT Messaging Center - The HEAT Messaging Center (HMC) provides an automated process for generating Call Records from e-mail, XML or text files, or using Web Services, enabling the service/support desk to address customer issues logged during nonstandard hours, or as a customer option in lieu of a phone call. HMC performs other functions facilitating a customer or user’s work process: it updates Call Records, creates and updates Customer Records, as well as Configuration records, and lets customers perform information queries regarding their existing Call Ticket(s). If HMC fails to create or update a record, an error handler can create an incident Call Record.
•Alert Monitor - Allows users to set up alerts notifying them when new Call Records are created, Assignments are made, and/or when SupportMail messages are received - whether or not the user is logged on to Call Logging. Alert Monitor works with Call Logging to notify the user of these important events. Many features are customizable; the user decides what alerts to establish, how often to poll the database for specific events, and what action to take when an alert condition is detected. Alerts are created based on the established Call Groups in Call Logging
•HEAT Plus Knowledge - Use HEAT Plus Knowledge to build a library of your organization’s knowledge and expedite the closing of Call Records. The HEAT Plus Knowledge integration with Call Logging allows you to perform cross-program tasks including:
–.Searching - You can execute knowledge entry searches directly from Call Logging or from HEAT Plus Knowledge. Advanced searching options allow you to search external search engines.
–.Post Solution - When you find a solution to the issue on the current Call Record, you can automatically copy the text from the knowledge entry to an administrator-defined Call Record field.
–.Auto Populating - You can quickly pass new solutions on the Call Record to HEAT Plus Knowledge to create a new knowledge entry.
•Business Process Automation Module - The Business Process Automation Module (BPAM) is used to create, monitor, and execute Call Record conditions; these conditions are called Business Rules. This module allows you to automate the process of monitoring and resolving important events and time-sensitive activities. As a result, efficiency is improved and issues are resolved in a professional and timely manner.
•Answer Wizard - Using Answer Wizard’s query tools, you can choose from numerous predefined reports built for your database that focus on current and past performance. Answer Wizard provides reports that you can view, print, export, or save.
•Manager’s Console - Manager’s Console provides at-a-glance summaries of the overall status of a Support Center or sales department. It allows managers to proactively review and manage critical business issues and facilitate future responses to recurring problems.
Through a wizard interface, you define Metrics to monitor issues, set thresholds, and specify an action to take when threshold levels are reached. Managers are able to go from gauges to a graph or to a Call Group.
4
Call Records
A Call Record (sometimes referred to as a Call Ticket) is comprised of the collective information about an individual issue.
A Call Record is made up of five forms (sometimes referred to as records) that are tabbed for easy access. Each form (or record) is stored as a table in the database:
•Subset Form - Appears at the top of the window and remains there regardless of which form is activated below it. The Subset contains profile data for the currently open Call Record (refer to "Working with a Subset").
•Call Log Form - Designed to give you an overview of the Call Record and provide the current status of the call (refer to "Working with the Call Log Form").
•Detail Form - Provides additional information about the issue (refer to "Working with the Deta
