Classic - Customer Service - Call Center

Call Center

The Call Center is the electronic version of your dispatch board. Use the Call Center to track and maintain calls. You can maintain assignments and schedules, and can view call activity by day, technician, or week.

The Call Center can be opened by:

Clicking the Call Center icon from the toolbar,
Pressing Ctrl+C from the Call Taking form, and
Clicking the Call Center icon from the Job

Call Center Features

The Call Center allows you to view your dispatch screen in three ways. they are the:

Daily Assignment View,
Daily Call View, and
Weekly Job View.

The Call Center contains 4 lists that can be displayed in the right portion of the screen. They are the:

Job List,
Call List,
Technician Assignments List, and
Visits Due List.

The Call Center also allows you to display information pertaining to the currently selected customer and job in the Job/Call Information Panel.

Assignment Needs Attention Alerts

The Call Center contains a feature that will alert you to appointments that may require attention from your dispatcher. These may be calls assigned for a particular time that you are in danger of missing, or appointments that may need some manual attention indication added to them. When there are appointments in the Call Center that require attention an exclamation point indicator button will light to notify the dispatcher. Additionally, the assignments on the dispatch board that require attention will appear with a red and yellow exclamation point on them. These indicators remain active as long as there are assignments on the board that require attention from a dispatcher.

The “Needs Attention” status can be set for a assignment in three ways:

Automatically when the Call Center refreshes based upon progress attention checks that you indicate you want to perform. These allow you for example, to flag calls that haven't been dispatched or onsited within a set number of minutes from the scheduled time. The actual number of minutes before/after the scheduled time required to trigger the Attention indicator is configured in the Company Setup
A call can be manually flagged from the Call Center by opening the Assignment Attention form and entering a comment identifying the attention situation.
Calls can also be updated by technicians in the field using SWRemote. When a tech is nearing completion of an appointment they can select. the 10-8 button on the SWRemote device This will mark the related call in Successware as requiring attention. This is to inform the dispatcher that the tech is nearly ready for their next assignment.

Turning on Automatic Attention Alerts in the Call Center

There are four criteria that you can establish that will cause the Attention Alert indicator to appear in the Call Center. These criteria are set on the Call Center tab of the Company Setup form.

To Identify Attention Alert Criteria

Open the Main Menu using the 21 Button, select Setup and then Company.
Click on the Call Center tab.
Click Edit.
Checkmark the Progress Attention criteria you want to see displayed in dispatch.

Dispatch- Use this option to flag assignments that are not yet dispatched, but should be. Enter the number of minutes before the scheduled onsite time that dispatch is considered overdue.
Onsite- Mark this option if you want to flag assignments that are not yet onsite, but should be. Enter the number of minutes after the scheduled onsite time that the assignment should be considered overdue.
Precomplete- Mark this option to flag assignments that require some sort of pre-completion tasks such as calling the next customer. Enter the number of minutes before the scheduled completion time that pre-completion is considered overdue.
Complete- Select this option to flag assignments that are not yet complete, but should be. Enter the number of minutes after the scheduled completion time that completion is considered overdue.

Note: You do not need to make use of all of the Progress Attention statuses if you don't want to.

Click Save when you are finished.

Manually Applying Needs Attention Alerts to Assignments in the Call Center

While the Attention Alert can be set to appear automatically under certain circumstances, you can also manually indicate that an assignment requires special attention.

To Manually Apply Needs Attention Status to an Assignment

Right click on the appointment (call) in the Call Center for which you want to add a Needs Attention Status.
Select Attention...
Add an Attention Note that indicates why the call requires special attention.
Checkmark Needs Attention.
Click OK.

Displaying Calls that "Need Attention” In the Call Center

When there are calls in the Call Center that require attention, either because of their dispatch/onsite/completed time status or because they have been manually marked, the Needs Attention indicator light will illuminate in the Call Center.

Also, calls that require attention will appear on the dispatch board with a red and yellow exclamation point.

Click on the Needs Attention Indicator to change the view of the Calls List so that it only displays the calls that have the Needs Attention status. If the Calls list was not already open, the Needs Attention indicator will open the list.

If you click on the Needs Attention call in the Call list, the associated assignments are found and highlighted on the dispatch board.

To display the specific reason or notes related to the Needs Attention Status, right click on the call and select Attention... from the right click menu.

The Assignment Attention window will open and identify whether the status is related to time (such as Dispatch Overdue) or the call has been marked as Needing Attention manually. You can add or update notes in this form as necessary.

To turn off the Attention view in the Calls list, right click in the header of the Calls List (where it now says 'Needs Attention') and select the appropriate option.

Clearing the “Needs Attention” Status

Needs Attention status indications that are the result of Dispatch Overdue, Onsite Overdue, and Completion Overdue situations are cleared (handled) automatically as the assignment is dispatched, on-sited, or completed.

Attention statuses that were manually applied to a call, either through the Assignment Attention window or via SWRemote must manually be removed once the reason for the attention status has been corrected.

To Manually Remove the Attention Status

Right click on the call in the Call Center which has been marked as requiring attention and select ..
In the Assignment Attention form, enter any notes that are relevant and then clear the Needs Attention checkbox
Click the OK

The Assignment Attention window will update to include text indicating the User ID of the user who removed the Needs Attention status.

Call Panel Views

Daily Assignment View

Click the Daily Assignment View button to display the dispatch grid in a vertical format.

Daily Call View

Click the Daily Call View button to display the dispatch screen in a horizontal format.

Weekly Job View

Click the Weekly Job View button to display the dispatch grid as a series of one-week calendars which display Jobs vertically for each day.

Dispatch Grid Display

The Dispatch grid displays a list of your technicians along with colored blocks, which represent your calls, sorted by time of call. Calls are color coded to represent the zone where work is being performed. In the Daily Assignment View, the length of the call block corresponds to the amount of time required to complete the call.

As the call progress is recorded, the call display will change to represent the current state of progress (see table below). Recording call progress is covered later in this lesson.

Call Display	Represents
	Scheduled call
	Call Requires Special Attention
	Call Confirmed
	Tech Notified
	Call Dispatched
	Tech Onsite
	Call Completed (But Job not Closed)
	Job Closed
	(Green Checkmark) Current Invoice has been Posted
	Job has multiple invoices
	Job has been Finalized
	Priority Level, a number between 1 and 4 will be displayed. A Call with a Priority Level of 5 (the Default) will not display on the bar.
	Represents Time of dispatch until arrival
	Represents scheduled time of call. Line extends to actual onsite time.
	Call is a Priority Call
	An Agreement Visit is attached to the Call
	Call is a Sales Call
	Call is a Project assignment
	Call Cancelled

Technician Display

The displayed list of technicians gives you information regarding the skills of the technician and their utilization. Icons near the employee’s name represent their qualifications for a particular job class, type and to identify special skills. There are also indicators to identify whether the employee is a technician, salesperson or both. These elements of the employee are identified in the Employee Setup Form.

The Call Center List Panel

Job List

The Job List displays all jobs for the selected period of time.

The Job List icon will toggle the Job List on and off,
By right-clicking on the Job List Header you can choose to either list jobs for the current day or for all open jobs.

Icon Descriptions

Icon	Represents
	Current progress of the Job is Dispatched
	Current progress of the Job is Onsite
	Current Progress of the Job is Completed
	Current Progress is Offsite. A completed time has been recorded for the tech, but the call was not marked as completed.
	Job is Closed, but not invoiced
	Job has been invoiced.
	Job has been Finalized

Call List

The Call List displays all calls according to which options you have selected.

The Call List icon will toggle the Call List on and off.
By right-clicking on the header to the Call List you can choose to list calls for the current date, list only Unscheduled calls, list calls for the Selected job only, list only calls that Need Attention, list all Unassigned calls and list Calls with no time.

The Call List contains a number of icons that identify information about the specific call.

Icon Descriptions

Icon	Represents
	The color of the symbol represents the Zone where the call takes place. - A small “v” on the circle indicates that it is a visit call. - A small “exploding p” identifies a priority call. - A small “s” identifies it as a sales call. - A green "p" in a black square represents a project assignment.
	The call needs to be assigned.
	The call is assigned, but not all of the required hours have been assigned.
	The Call is for a job that requires or contains more than one call.
	Call is unscheduled but requested for the morning of the current date.
	Call is unscheduled but requested for the afternoon of the current date.
	Call is unscheduled but requested for any time on the current date.

Technician Assignment List

The Technician Assignments list displays all technician assignments for the day.

The Tech Assignment List icon will toggle the technician assignments list on and off.
By right-clicking on the header of the Tech Assignment List you can choose to list assignments by Selected job, Selected call or Selected technician.

The Technician identified with the #1 Icon is the Primary Technician on the Call. To change the Primary Tech, right click on the employee and select Make Primary Employee
If an assignment associated with a tech had an Attention Alert associated with it, the assignment will display a red and yellow exclamation point.

Visits Due List

The Visits Due list displays all visits that are due according to which options you have selected.

The Visit Due List icon allows you toggle on and off..
By right-clicking on the Visits Due List header you can choose to list visits for a select location, all open visits for the current month, next moth or for a defined date range. You can also limit the list to only unscheduled visits and only visits of a particular type.

Icon Descriptions

Icon	Represents
	Color of circle represents the Zone of the visit
	The Agreement Visit is scheduled
	The listed Agreement visit is currently selected in the Call Center

Job/Call Information Panel

The Job/Call Information Panel displays information about the currently selected customer and/or job.

The Job/Call Information panel icon allows you to toggle on and off the Job/Call Information panel at the bottom of the Call Center

Refreshing and Filtering the Call Center

As you work in Successware you will want to be certain that the information you see in the Call Center is current based upon the additions and deletions made by other users in your office. In order to see the most current information you will need to refresh the Call Center. The Call Center can be refreshed manually or it can be set to auto-refresh.

The Call Center can also be filtered to limit or control the information that displays on the screen.

Data Refresh Indicator

The data refresh indicator is used to:

Display the status of the data refresh option,
Open the auto refresh setup, and
Notify you to manually refresh.

To manually refresh the Call Center, click on the RFSH portion of the data refresh indicator.

Auto Refresh Setup

Successware can also refresh the Call Center automatically according to a schedule that you establish.

Click the On portion of the data refresh indicator. This will open the Auto refresh

Set the Refresh Interval by using the up and down arrows. The refresh default time is 2 minutes.
Check On inactivity only to have the Call Center refresh only when you are not actively performing activities in the Call Center. If you are working when the interval is reached, the Call Center will not refresh and will try again the next time the defined interval passes.
If you only want to be notified that the interval has passed as a reminder to manually refresh the Call Center, than select Notify only.
To turn on the auto refresh click the on/off.
The On indicator will display illuminated to remind you that the auto refresh is turned on.

Filtering the Call Center

Filtering the Call Center allows you to control several types of information, including which employees are displayed, the types of calls, calls that occur in particular zones, and calls that are not scheduled.

Click the (no filter set) bar to open the Call center filters.
In the Call Center Filters window, set the specific filters by check marking the items that you want to display.
If you want to display only certain employees in the Call Center, click the Employees This will open the Employees/Subcontractors Visible in Call Center window.
Checkmark the employees that you want to display. You can limit the list of employees in the window by using the selector buttons at the right of the screen.

Click OK.
To activate the filter, click On and close the filter window.

The Filters indicator will illuminate to show you what filters are active and the filter bar will list them.

Call Center Navigation

There are a number of icons in the Call Center that allow you to navigate the Call Center screen and to move through the calendar to view different days.

Icon	Function
	Zoom – Select to zoom (Only available in Daily Assignment View) Daily Assignment View— When clicked, choose to zoom employees or hours Employee options are: 6, 8, 101, 12, or 14 employees Hour options are: 8, 10, 12, 16 or 24 hours
	Daily Assignment View— displays the number of hours that the employee is currently scheduled under his or her name in the column heading.
	Previous/Next day arrows— scrolls the screen back or forward by one day.
	Calendar—displays the current month’s calendar. You can move within months and days on the calendar to select the date you want.
	Call Calendar— opens the Call Calendar.
	Group Employees Assigned to Call— available in the Daily Assignment and Daily Call views.
	Preferences- Preferences will give you the ability to change the displayed number of hours, change sorting and grouping options and determine whether calls in the Call Center display customer name or address. You will also have an option to display technician related Scorecard information.

Call Center Preferences

The Preferences option in the Call Center gives you the ability to change the displayed number of hours, change sorting and grouping options and determine whether calls in the Call Center display customer name or address.

The Preferences option also allows you to include Technician Scoreboard information in the display area of the Call Center

Option	Description
Visible Hours	Allows you to change the display of the number of hours in
Sorting/Grouping	The Sorting and Grouping options will allow you to change the display of the technician area of the Call Center. There are three options · By Department- Will create headers in the Call Center for each department and list each member of that department under the header. · By Employee Type- A separate Employee Type header will be created and the employees listed under their respective type. · By Employee Code- Employees are sorted by employee code. This is the default view.
Call Caption	This option allows you to choose what customer information you want to display on your appointments in the Call Center. You can choose to display any combination of the customer's name, address and zip code. Customer Name is the default setting.
Technician Hint Options	This option allows you to add new figures that track Scorecard report information in the Call Center’s Tech popup hint. Only a Successware Administrator can add figures to be viewed. Be sure to select the Period for the calculation you wish to see displayed.
Auto Size Unassigned Call Panel	When checked, the size of the Unassigned bar will widen or narrow as calls are added or removed from it. (Only available in the Daily Call View).

Technician Hint Options

The information contained in the Scorecard reports in Successware can also be accessed from the Call Center.

The Technician Hint options allow you to display Scorecard report related information in the pop up menu that appears when you move the mouse pointer over an employee's code in the Call Center.

The Technician Hint Options are accessed by clicking on the Preferences button in the Call Center and selecting Technician Hint Options.

The form is divided into 4 sections:

Included Figures- This area of the form lists any scoreboard figures selected through the Select/Order Figures Included The check-marked option will have its result listed next to the technician's code, in place of the tech's daily time.
Week Starts On- This option allows you select the day of the week to be considered the starting day.
Select/Order Figures Included- Clicking this button will open an option window which allows you to choose which values you want to include in the Hint Options pop up.
Calculate for the Period- This option allows you to determine the time frame for which the displayed values will be calculated. These periods include the Current Day, Month, Quarter, Year and many others.
Refresh Frequency- This field allows you to identify how often you want the system to refresh the values in the Hint Options Pop Up menu.

The results of the options that you selected will be displayed when you point your mouse pointer at the Employee Code of an employee in the Call Center.

Note: Keep in mind that for each option you select in the Available list, the system must perform calculations to display in the pop-up. Too many options could cause the performance of the Call Center to deteriorate. If you experience such an issue, deselect a few of the options.

Call Calendar

The Call Calendar is used for viewing and managing the total workload. Access the Call Calendar by selecting from the Call Calendar button from the Call Center or the Job form.

Note: Opening the Call Calendar from the Job Form opens the Schedule panel in the bottom of the form.

To show separate totals for daytime and evening calls, toggle the AM/PM button (or press Ctrl+Tab).
To limit calls by Job Class, Department, Call type, or Technician, select , which opens the Call Calendar filters form. For further description of these filters, see Call Calendar Filters.

To change the Call Calendar view options, select the View Setup button (or press Ctrl+S). See Call Calendar View Options for more information.

Call Center Right Click Menu

The following options are available to you when you right click on a Call in the Call Center.

Menu Option	Function
Call Confirmed	Choose this option when you have contacted a customer to be sure that they are available and ready to have technician dispatched to their Service Location.
Dispatched (Ctrl+1)	Selecting this option will insert the 15 minute interval closest to the current time in the Dispatched field of the Call Progress window. To substitute the actual time, upon entry to the form type a slash (/) and tab out of the field.
Onsite (Ctrl+2)	Selecting this option will insert the 15 minute interval closest to the current time in the Onsite field of the Call Progress window. To substitute the actual time, upon entry to the form type a slash (/) and tab out of the field.
Completed (Ctrl+3)	Selecting this option will insert the 15 minute interval closest to the current time in the Completed field of the Call Progress window. To substitute the actual time, upon entry to the form type a slash (/) and tab out of the field.
Call Progress (Ctrl+P)	Choose this option to open the Call Progress window. Here, you can record notified, dispatched, onsite and completed times for technicians as well as add additional technician assignments to a Call.
Job Summary (Ctrl+Z)	Choose this option to open the Job Summary form which can be used to record technician debriefing information as well as Happy Checks.
Send a Page	Select this option to open the Paging window so that you can page job related information to selected technicians.
Employee Timecard (Ctrl+T)	Use this option to open the selected employee's timecard for the selected date.
Map	Use option to choose between Mapping the Selected Call- When selected, a map will be generated plotting the selected service call in the center of the map. Other technicians will also be plotted on the map using their last know service location based on call progress. Selected Employee- When selected, a map will be generated plotting the technician (based on call progress / last service location) in the center of the map. The map will also plot the service address of other currently open calls. You can use this map to help decide where to send can next send a technician, Route for the Current Employee- This option will allow you to map an employee's calls for the day. Recommended driving directions will be created from one call to the next based upon the employee's order of assignment for the day. Current Positions of techs- This option will allow you to map your employees' current location based upon their most recent call assignment.
Attention...	Use this option to manually mark a Call as requiring special attention. Use the popup box to mark the call as needing attention and indicate why.
Scheduling Assistant (Ctrl+S)	Select this option to open the Scheduling Assistant which can be used to assign multiple technicians to calls
Continue	Select this option if you need to create an additional call for a job. You will have the option to Continue the call for the next day or to schedule it for another day by choosing the Browse option.
Reschedule	Select this option if you need to reschedule a call. You will have the option to Reschedule the call for the next day or to schedule it for another day by choosing the Browse option.
Unschedule	Choose this option to remove a call from the schedule. You will have the option to unschedule for the current or next day. This will leave a date on the call, but remove the scheduled time. You can also choose to unschedule for Another Day, which will remove BOTH the scheduled date and time from the call.
Unassign (Del)	Select this option to remove the assignment from the selected technician. If there are multiple techs assigned to the call, only the selected tech will be removed. If the selected technician is the only one assigned to the call, the call will be moved to the unassigned bar (in the Daily Call View).
Cancel Call	Select this option to Cancel the selected call. If the call is the only one associated with a job, canceling the Call will cancel the Job as well.
Print Work Order	Select this option to open the printer dialog box allowing you to print the Work Order related to the selected call.
Preview Work Order	Select this option to open a Print Preview of the Work Order related to the selected call.
Print Call Sheet	(Only available for Sales Calls) Select this option to open the printer dialog box allowing you to print the Call Sheet related to the selected Sales call.
Preview Call Sheet	(Only available for Sales Calls) Select this option to open a Print Preview of the Call Sheet related to the selected Sales call.
Job Materials / Purchases	Select this option to create or open existing job-related Purchase Orders, AP Invoices or Inventory Requisitions/Returns.
Assignment View	This option, only available in the Daily Call view and Weekly Job view will change your Call Center to the Daily Assignment View
Job View	This option, only available in the Daily Assignment View and Weekly Job view will change your Call Center to the Weekly Job view
Open	This option allows you to open each of the screens related to the selected Call or Customer (F2 through F11)

Call Calendar Filters

The Call Calendar Filters allow you to select the calls you want to include in the Call Calendar daily calls/hours totals. To access the Call Calendar Filters, select the down arrow in the Filters Indicator Panel (at the top of the Call Calendar).

In the panel, currently selected filters are shown as lit (bright green), and the selected filters are listed to the right of the down arrow. (If no filters have been selected, All Calls is shown at the right of the down arrow.)

Using either the mouse or the space bar, select the category (or categories) and the individual filters you want to apply, and select Close. The Call Calendar Filters form closes, and the Filters Indicator Panel updates to show the selections.

Call Calendar View Options

To change the Call Calendar view options, select (or press Alt+S) in the Call Calendar. This opens the view options panel in the top of the calendar.

Use the check-boxes to include Saturday and/or Sunday in the totals.
Use the arrows to select how many Weeks to view in the calendar.
Change the Midday time for splitting AM and PM totals.
Select Default to set the current view to appear each time you open the Call Calendar.

Priority Levels

Successware allows you to assign a priority level to calls. The call can be assigned a level from 1 to 5. All calls when created will have a default level of 5. Level 5 is considered to be the lowest priority. A priority level of 1 is considered a high priority. The priority level will be displayed as a number in a circle within the call center (horizontal and vertical views).

The Priority level of a call can be assigned from the Service portion of Call Taking form.

The Priority level of a call can also be assigned and edited from the Job Form.

Google Maps and Successware

The map is displayed in a separate form that can be left open as you continue to work in Successware. It can be configured to automatically refresh itself during periods of inactivity. On the left-hand side is the map itself, on the right is the information panel and along the top is the option bar.

The Map

Markers are displayed on the map to indicate the location and status of employees and calls. Other markers are used to represent your company address and employee residences. Right-click on a marker to pop-up an information balloon with the details of that marker.

The employee markers are positioned based on the expected whereabouts of each employee at the map time. For example, at 10:00 am in the morning if you set the map time to 2:00 pm in the afternoon, the markers will be displayed where each employee is expected to be at 2:00 pm.

Call Markers

GMap1.1.png Unassigned call

Assigned call (employee offsite/en route)

Assigned call (employee onsite)

Employee Markers

Employee Unassigned / Available

Employee Assigned (offsite/en route)

Employee Assigned (Onsite)

Other Markers

Company Address

Employee Residence

Option Bar

Map Date & Time
On the left side of the option bar you can control the map time, simply select a date and/or time. To return to the current date and time simply click the Now button.

When you are viewing a date that is in the past some functions such as assigning employees to a call and auto refresh will not be available. You will know you are in this mode as some of the columns in the grid will appear grey in color.

Refresh
Click this button anytime you want the map data to be reloaded with the most up to date information from Successware. You can set the map to auto refresh every 30 seconds by toggling the blue tack next to it. A vertical indicates auto refresh is on, and a horizontal means it is disabled.

Range
On the map you will see a blue circle around the currently selected marker. The radius of this circle is the number of miles (or kilometers) you specified, with the selected marker being the center point. The default range is 15 miles. In addition, all distances on the information panel will be displayed in the measurement you specify here.

Labels
You can choose whether or not you would like to see information labels over each marker on the map. Simply check this box when you want to see them.

Show HQ
When checked, a marker will appear on the map to indicate the company address.

Auto-Pan
When checked, as items on the map are selected, the map will pan so that the selected item is centered.

Auto-Zoom
When checked, as items on the map are selected, the map will zoom so that the route between items is entirely visible.

Toggle Information Panel
The button at the far right-hand side of the option bar is used to toggle the visibility of the information panel.

Information Panel

The information panel displays the pertinent data you need to interact with the map. It is broken up into tabs, each with their own use and functionality. In the left-most column of the various grids, you may see icons indicating potential address errors.

A grey question mark indicates that there is no address in Successware.
A red question mark indicates some type of address error occurred that needs to be corrected.
A yellow exclamation point indicates a partial match occurred and you should verify the address.
A red exclamation point indicates the address in Successware is so far from your headquarters that the application assumes it is not correct.

All Employees
A list of all employees will be displayed in a grid at the top of this tab. To reduce the number of employees visible in the grid it can be filtered. The following information is displayed for each employee:

The employee’s name and status.
The address the employee will be at, and the job number they will be on at the map time.
The employee's availability.

When you select an employee the marker for that employee on the map will turn yellow and additional information about that employee will be displayed at the bottom of the screen.

Employee
The top portion of this tab will display information about the currently selected employee, you will see:

Their current or most recently completed call (as of the map time), including the address and scheduled time.
Their next scheduled call (as of the map time).

A list of open calls will be displayed in a grid. The following information is displayed for each call:

The job number, scheduled time, duration and address of the call.
The estimated time (ETA) this employee could arrive at that location (based on his/her availability).
The distance the employee will have to travel to this call based on their expected position at the map time.
The estimated time it will take the employee to travel to this call based on their expected position at the map time.

A marker will appear on the map indicating the employee’s expected position at the map time. Markers will also appear for all calls listed in the grid. When you select a call in the grid, the map will highlight the route from the employee’s position to the call location.

To assign this employee to the selected call in the grid simply click the Assign Employee button, you will receive a confirmation that this action was successful.

Call
The top portion of this tab will display information about the currently selected call, you will see:

Job number, customer name and address.
The scheduled start and end time and the expected duration.

A list of employees will be displayed in a grid. To reduce the number of employees visible in the grid it can be filtered. The following information is displayed for each employee:

The employees status and availability.
The estimated time (ETA) they could arrive at that location (based on his/her availability).
The time the employee has between his most recent call and his next scheduled call (TBC). You can use this information to determine if you can assign this call to this employee.
The distance the employee will have to travel to this call based on their expected position at the map time.
The estimated time it will take the employee to travel to this call based on their expected position at the map time.

A marker will appear on the map indicating the location of the selected call. Markers will also appear for each employee’s expected position at the map time. When you select an employee in the grid, the map will highlight the route from the employee’s position to the call location.

To assign the selected employee in the grid to this call simply click the Assign Employee button, you will receive a confirmation that this action was successful.

Address Errors

To plot the various markers on the map the application communicates with Google in an attempt to geocode the address on file in Successware. All addresses in which this geocoding was unsuccessful will appear in the grid on this tab. Selecting an address in the grid will display the details of that address at the bottom of the screen, including the type of error. There are 3 different types of address errors that may occur.

Error/Not Geocoded
This type of error occurs when the address in Successware could not be geocoded, most likely due to a communications problem with Google. Markers for addresses with this type of error will not appear on the map.

To correct this type of error simply click the Refresh button on the option bar. Doing this will cause a re-geocoding to occur which should correct the error.

Partial Match
A partial match error condition can occur for many reasons but in most cases will be due to a spelling error or incorrect street number or zip code. Markers for addresses with this type of error will appear on the map but may not be at the correct location.

To correct this type of error peruse the details of the address at the bottom of the screen looking for data fields that do not match. You will know the data does not match if it is highlighted in red. In Successware, update this address to match the results from Google, and then back on the map click the Refresh button on the option bar.

If this address still appears in the error list, view it’s marker on the map and verify that it is in the correct location. If it is simply click the Accept Address as Mapped button, if it is not then repeat the step above and update the address in Successware.

Off the Map
The address in Successware is so far from your headquarters that the application assumes it is not correct. For example, the address is in Florida, but your company operates in New York.

To correct this error, you will most likely need to update the address in Successware and then click the Refresh button on the option bar.

Mapping Calculations

Employee Availability
Several of the information grids calculate the estimated time an employee will arrive at a call location (ETA). This calculation is based on the employee’s availability, which is dependent upon the map time, and is computed as follows:

For employees who are not expected to be on a call at the map time, their availability will be the end time of their previous call. However, no one’s availability will ever be before the actual date/time.
For employees who are expected to be on a call at the map time, their availability will be the expected end time of the call they will be on.

By default the ETA is calculated based on the employee’s availability at the map time. However, you can choose to base it on the current time regardless of whether an employee is on a call or not.

Estimated Time of Arrival (ETA)
An employee’s ETA to a call location is determined by starting with their Available time and adding the travel time from the location this availability was based on, to the call location. This travel time is computed by Google based on the route between these two locations. The ETA column in the grid will be color-coded as follows:

Green – The employee can make it to the call on time, based on his/her availability.
Red – The employee cannot make it to the call on time.

Note: Travel time does not reflect current traffic conditions.

Time Between Calls (TBC)
An employee’s TBC is the number of hours between the end of their current or last call and the start of their next call or the end of their shift, based on the map time. When scheduling a call this column will be color-coded as follows:

Green – There is enough time between calls for the selected call to be assigned to the employee, including 30 minutes to travel to his next call.
Red – There is not enough time between calls.

Filtering

Employees
You can manage the number of employees that appear in the grids and on the map by filtering. To filter you click the Employee Filter button on the All Employees tab or the Call tab. You can filter by department, employee type and whether or not an employee is a Sales Person, Employee or Subcontractor. If you check the box called Consider Work Schedule, employees will be further filtered by their normal working days and times.

Open Calls
You can limit the number of open calls that are displayed on the Employee tab by applying any or all of the following filters:

You can specify to only see unassigned calls.
You can specify to only see unscheduled calls.
You can further filter the calls to only those that start within the next XX minutes of the map time.

Using the Successware Map

Have a call and need to assign it to an employee
1. Open the Successware dispatch board.

2. Right-click on the call you want to assign and choose Map (Google) – Selected Call.

3. The map will appear with a marker showing the location of the call and markers showing where each employee will be at the time of the call.

4. The Information Panel will be opened to the Call tab with this being the selected call.

At this point you want to peruse the list of employees and select one to assign to the call. Use the color-coded ETA and TBC data for each employee as a guide. If the employee’s status is (unknown) it means that the software does not know where they currently are and because of that it cannot compute an ETA. The most common cause of this is that they have not yet been assigned to a call on this day.

Have an employee who is free and need to assign a call
1. Open the Successware dispatch board.

2. Right-click on the employee who is free and choose Map (Google) – Selected Employee.

3. The map will appear with a marker showing the location of the employee and markers showing the location of all open calls.

4. The Information Panel will be opened to the Employee tab with this being the selected employee.

At this point you want to peruse the list of open calls and select one to assign to the employee. Use the ETA and TBC data for each employee as a guide. If the employee’s status is (unknown) it means that the software does not know where they currently are and because of that it cannot compute an ETA. The most common cause of this is that they have not yet been assigned to a call on this day.

Graphically viewing where all employees are
1. Open the Successware dispatch board.

2. Right-click on any employee and call choose Map (Google) – Current Position.

3. The map will appear with a marker showing the location of each employee at the map time.

4. The Information Panel will be opened to the All Employees tab.

All employees will appear in the grid along with their status and availability at the map time. If they are expected to be on a call at the map time the job number and address will also be displayed.

Accessing Job Materials from the Call Center

The Control Menu (right click) in the Call Center allows you to create and access Purchase Orders and Inventory Requisitions and Returns for material needs related to jobs.

To Access Job Material Forms from the Call Center

Right click on a job in the Call Center and highlight Job Materials
Choose Purchase Orders, Requisitions or Returns

An additional floating menu will appear that allows you to create a new Purchase Order or Requisition. Additionally, if there are existing POs or Requisitions for the job they will be listed and will be available for you to open.

Open the existing document you wish to review or create a new PO or Requisition or Return.

Scheduling and Assigning Jobs

When a Job is created a Call or appointment is immediately created as well. In order for the job to be completed, the Call or Calls associated with the job must be Scheduled (given a date and time) and Assigned (given to a tech).

The Calls related to a Job are what we maintain in the Call Center (Dispatch board).

You have 3 scheduling and assigning options. They are:

Schedule a job, but not assign it;
Assign a job, but not schedule it; and
Schedule and assign a job.

Ultimately however, the Job can not be completed until all of its associated calls have been scheduled AND assigned.

You can schedule and assign Calls from 4 screens. They are:

Job form- From here you can manually enter a date and time or enter a date and choose AM, PM or Anytime. You can also access the Call Center, Call Calender and Scheduling Assistant from the Job Form.
Call Taking form- From the Call Taking form, you can manually enter a date and time or enter a date and choose AM, PM or Anytime or you can use the keystroke Ctrl+C to take the call to the Call Center where you can drag and drop it to a date, time and technician.
Call Center- From the Call Center a call can be dragged and dropped from either the list panels on the right hand side to the dispatch board or from one time to another on the board itself.
Scheduling Assistant- The Scheduling Assistant is a tool which allows you to assign multiple techs to jobs at various times.

Scheduling Calls from the Job Form

The Job form offers 2 methods of scheduling a call.

Enter in the date and/or time in the Scheduled Date/Time fields at the bottom of the form.
Go directly to the Call Center from the Job form, select the Call Center The call will appear in the Call Clipboard. Use the Call Center scheduling and assigning options to pull it from the Call Clipboard.

Scheduling Calls from the Call Center

Calls can be scheduled in the Call Center using the drag and drop method. Successware conveniently allows you to use the mouse to drag a call to a particular time and technician, creating the scheduling and assignment of the call in one step. Whether you create a job in the Call Taking screen or the Job form, you can click the Call Center icon,or press Ctrl+C on the keyboard to move the individual job to the Call Clipboard in the Call Center. From there you can drag it to the time and technician you choose.

Scheduling a Call from the Call Clipboard

The Call Clipboard appears at the left side of the Job/Call Information panel in the Call Center. When you click on the Call Center button from the Job form, or press Crtl+C in the Call Taking form, the current call will be placed in the Call Clipboard.

Use the day and time scroll options to move to the desired date and time block.
Place the mouse pointer on the name of the customer in the Call Clipboard and drag it to the desired schedule time for the technician you want to assign to the call.
If the technician you have chosen lacks the necessary skills for the job class or type you are assigning you will be notified. You can either accept the assignment, or cancel the assignment and drag the call to a different technician.

Scheduling Unscheduled Calls

In the Calls List Panel, right-click and choose Unscheduled calls.

The list panel will now only display calls that are not scheduled.

Find the call you want to schedule and assign.
Drag it to the technician you want to assign the job to, at the time you want it scheduled for.
If the technician you have chosen lacks necessary skills for the job class or type you are assigning, you will be notified. You can either accept the assignment, or cancel the assignment and drag the call to a different technician.

Assigning Technicians to a Job

There are 3 ways to assign an additional technician to a job:

From the Call Center, drag an assigned call from one technician to another while holding down the Ctrl This will copy the call to the other technician’s schedule.
Open the Scheduling Assistant and select the additional employee.
From the Call Progress window, right-click and choose to add another employee, or open the Scheduling Assistant and add the additional technician through it.

Scheduling and Assigning from The Scheduling Assistant

The Scheduling Assistant will display a list of employees with information to help you determine which technician would be the best choice for the job. The Scheduling Assistant will allow you to schedule the call, assign a technician, and assign additional technicians to jobs that have already been assigned.

The Scheduling Assistant will display the following information to help you select a technician and schedule a call:

Skill, job class and job type, as indicated by the wand (the technician has the skills required for this job), wrench (the technician is qualified for this job class), and screwdriver (the technician is qualified for this job type) symbols;
Open time slots, and
The zone where a technician will be working before and after a particular time.

The Scheduling Assistant can be accessed from several locations:

The Job form - click the Assignments button
The Call Center - right-click and select Scheduling Assistant from the drop-down menu (or Ctrl+S)
the Job Manager- right-click and select Assignments from the drop-down menu
Call Progress- right-click and select Scheduling Assistant from the drop-down menu (or Ctrl+S)

Using the Scheduling Assistant

Open the Scheduling Assistant from any of the previously mentioned screens.

If you open the assistant from a job that has not been assigned, the Scheduling Assistant will contain 2 tabs; Available Slots and Employees @.(time)

The top of the form contains information about the job. The bottom of the form contains a list of employees, showing:

Each employee’s available times during the day,
Whether or not the employee has the required job class, type and skills; and
The zone an employee will be in before and after a time slot. (by color coding the from and to )

Select the employee and time that best fits your needs.
Press Enter

The call will be scheduled and the employee will be assigned to the call.

The Available Slots tab will disappear, leaving only the Technicians @ (Start time) tab.

To assign an additional technician, select them from the list and press Enter.
When you have selected all of the needed technicians click Apply.

This will close the Scheduling Assistant.

Rescheduling Calls

Calls that have already been scheduled can be rescheduled in both the Call Center as well as the Job Manager. A call can only be rescheduled if it does not have timecard entries (Call Progress) recorded against it. Once Call Progress has been recorded against a job, Calls associated with the job can only be Continued.

Rescheduling from the Call Center

Right-click on the call in the Call Center and select Reschedule.

The cascading menu will allow you to move the call to the next day at the Same time, AM, PM or Anytime or to choose Browse.

If you want to move the call to a different day select Browse and the call will be moved to the Call Clipboard. While the call in on the Call Clipboard, you can navigate to a different date then drag the call to the time and desired technician.
If you want to move the call to the next day, select Same Time this will put the call on the board at the same time as the current day and assign to the same technician. You will be warned if the technician has a conflict.
AM/PM/Anytime will move the call to the next day as a date, but will not give it a time. It will be placed in the Call List on the right side of the Call Center where it will appear with a Sun Icon for AM, a Moon Icon for PM or a Question Mark Icon for Anytime.

Select the Rescheduling option you wish to use.

Note: If the Call has Call Progress recorded, it can not be rescheduled, but rather, only continued.

Adding a Call

Adding a call is a term that is used to identify adding additional appointments to a job. If a call that was scheduled for one day is not completed it can be continued to another day. Adding a Call has the effect of "copying" the call and allowing you to place that copy on another day in your schedule. When a Call is continued it DOES NOT create another invoice for the job. There is still one invoice associated with the main job that each of the calls are attached to.

Right-click on the call in the Call Center and select Add call.

The cascading menu will allow you to move the call to the next day at the Same time, AM, PM or Anytime or to choose Browse.

If you want to copy the call to a different day select Browse and the call will be moved to the Call Clipboard. While the call in on the Call Clipboard, you can navigate to a different date then drag the call to the time and desired technician.
If you want to copy the call to the next day, select Same Time this will put the call on the board at the same time as the current day and assign to the same technician. You will be warned if the technician has a conflict.
AM/PM/Anytime will copy the call to the next day as a date, but will not give it a time. It will be placed in the Call List on the right side of the Call Center where it will appear with a Sun Icon for AM, a Moon Icon for PM or a Question Mark Icon for Anytime.

Select the Add call option you wish to use.

Tracking Call Progress

Once a Job has been scheduled and assigned to a technician, the next step in the job process is to send the technician out on the call. The actual performance of the job is recorded, for timecard sake as well as job process sake in the Call Progress window.

Entering Call Progress will create job-related timecard entries for the employees in the Call Progress form. The timecard entries created in the Call Progress window are then made available in the labor costing screens of an AR invoice where they can be imported as actual cost.

The Call Progress window can also be used to assign additional technicians a call by pressing Insert while you are in Call Progress.

The call progress stages are:

Call Confirmed - confirm the call with the customer
Notified - notify the technician with the call information (optional) This time will be recorded if you page job information to the technician.
Dispatched- This time indicates the beginning of the drive time for the technician as he starts his trip to the location.
Onsite- Identifies the time that the technician arrives at the Service Location
Completed- Identifies the time that the technician finished the job.

Only the Dispatched, Onsite and Completed entries result in the creation of timecard entries.

The entries made in the Dispatch and Onsite fields will together create a timecard entry with a status of Dispatched on the employee’s timecard. The Onsite and Completed entries in the Call Progress window will together create a timecard entry with a status of Onsite on the employee’s timecard.

Call progress can be accessed from 3 different screens:

The Job form- click the Call Progress button
The Job Manager- right-click on the call and select Call Progress
The Call Center- right-click on the call and select Call Progress

To Record Call Progress

Open the Call Progress window
Record the times in the appropriate field by, typing the time or typing a "/" which will give you the current computer time. Click As scheduled to automatically complete the fields based on scheduled time and call duration.
Once you have recorded the Completed time you can access the Job Summary or tech debrief by clicking the Job Summary
The Call Status drop down can be used to identify a status of the call such as a need to reschedule or that the call is waiting for parts. The Calls report can be run grouped by the Call Status.
Once you leave the Completed field the Call Taking form will ask you if the Call is complete. If you do not plan to record any additional timecard entries against this call on the current date, click Yes. If you need to add additional techs or send a tech back later in the day, answer no and the Call Progress will remain editable for the Call.

Note: Once a "Completed" time has been recorded for all technicians assigned to the call, Successware will ask the user via a pop-up box if they want to "Mark the Call Complete". Marking the Call complete will prevent any additional assignments or modifications to the existing Call Progress. Marking the Call complete is ultimately required for the job to be "Closed" in the system.
If you have marked the Call as complete and then discover that you need to modify or add assignments, you can choose the Uncomplete Call

The recording of Call Progress will create Job-related timecard entries

The pay rate used for the timecard entry will either be the employee’s variable rate set up to match the pay item in employee setup or, if no specific rate is define for the pay item, the employee’s standard hourly rate will be used.

Note: Modifications of the pay item, premium code or rate of a timecard entry generated via the Call Progress window must be made in the employee’s timecard, they cannot be made from the Call Progress window. Appropriate user permission is required.

The Job Summary Form

The Job Summary form can be used to debrief your technician as they complete a job. The JOB Summary form allows you to enter detail about a job and the technician that completed the job. This information can be reported daily, before the actual invoicing is complete. The information that you record includes whether an agreement was sold, leads generated, total ticket, total collected as well as payment method information. Information entered in the JOB Summary form can be compiled daily in the Job Summary Analysis report.

The Job Summary form also serves as the basis for many of the pieces of data that comprise the Job and Invoice Scorecard reports.

In addition, the Job Summary form gives you access to options which allow you to create job related wage and commission entries.

The Job Summary form can also be used to record Happy Check information.

The Job Summary Form can be Opened:

From the Call Center or Job form by right clicking on a call/job and selecting Job Summary.
Pressing Ctrl+Z from the Call Center
From the Call Progress window by clicking the Job Summary
Right clicking in an invoice and selecting Job Summary
Right clicking on a Job in the Job Manager and selecting Job Summary

In the Job Summary Form, select the options that apply to the particular job or technician for which you are filling out the form.

Note: Financial information such as Total Ticket and Amount Collected will not automatically be carried over to the invoice and has no General Ledger effect.

If the Job for which you are entering Job Summary information is Completed, you will have to right click in the background of the form and select Edit Completed Job.

Job Summary Tabbed Screen Layout

The information in the Job Summary screen is divided into sections. This format allows a number of features to be available to you.

The tabbed layout of the screen provides a more organized grouping of the information.
You are now able to identify a Reporting Job Class that will provide an additional grouping option in reports.
The Total Ticket field allows a breakdown of the numbers and a more automatic calculation of the field.
An area has been added to allow you to enter tech credits for opportunities identified and the result of the opportunity. These tech credits can be used in reports of Key Performance Indicators.

Job Info / Notes Tab

This tab includes some general information about the job.

Field	Description
Reporting Job Class	This dropdown is used to classify the job for reporting purposes.
Callback	Mark this if the job was a callback from a previous job.
Callback Job Number	If the job is marked as a callback, select the original job number that resulted in the callback.
Instructions	This field contains the job instructions entered for the job.
Work Done	The notes in this field describe the work that was performed during the job.
Suggested	Enter notes in this field if the technician suggests work that the customer chooses not to have performed.

Invoice Info Tab

The Invoice Info Tab includes invoice information about the performance of the job and payment information.

Field	Description
Invoice Number	The default invoice number is system generated but can be changed if needed. Any change made here will be reflected on the actual invoice also.
Invoice Status	This field displays the current status of the invoice.
Invoice Total	Enter the dollar amount of the invoice.
Agreement Visit Value	This field will display the value of any agreement visit associated with the job even if there is no current charge on the invoice.
Override	Selecting this will allow you to change the amount in the Agreement Visit Value field.
Service Charged to Agreement	Enter the value of the work performed that was charged to an agreement and not reflected in the invoice total.
Service Charged to Warranty	Enter the value of the work that was charged to a warranty and not reflected in the invoice total.
Value of Agreements Sold and Billed	Enter the value of any agreement(s) sold on the job that was billed and the revenue is being deferred until the visit is performed.
Total Job Value	This is a calculated field that displays the total value of the job based on the following calculation. Total Job Value = Invoice Amount + Agreement Visit Value + Service Charged to Agreement + Service Charged to Warranty - Value of Agreement Sold and Billed
Money Task Count	Enter the number of repairs performed beyond any diagnostic.
Add On Count	Enter the number of repairs/items sold beyond the original reason for the job.
Add On (extra) Amount	Enter the value of any add ons sold.
Billable Hours	Enter the billable hours associated with the job.
Amount Collected	This should be the amount collected by the technician on the job.
No Charge	Mark this if a Diagnostic was performed.
Diagnostic	Mark this if ONLY a Diagnostic was performed.
Warranty Call	Mark if the job was a warranty call.
Contract Maintenance	Mark this if the job included preventative maintenance agreement work.
Non-contract Maintenance	Mark this if maintenance work was done and there is no preventative maintenance agreement.
Payment Information	Enter information related to the Payment method used by the customer. This information will be carried over to the Payment screen of the Invoice form

Opportunities Tab

This tab allows entry of information about any opportunity identified during the job.

Field	Description
Agreement Opportunity	This checkbox will be selected if the customer does not have an existing agreement.
Agreement Sold	Select this checkbox if an agreement was sold with the job.
Included with Install	Select this if an agreement was included with an installation job (Agreement Sold must be selected).
Replacement Opportunity	Select this if this customer meets the guidelines for an equipment replacement.
Replacement Sold (Amount)	Select and enter the value of any replacement sold on the job.
Extended Warranty Opportunity	Select if this customer or job qualifies for an extended warranty sale.
Extended Warranty Sold (Years, Amount)	Select if extended warranty was sold and enter the amount.
Opportunity Generated	Select this check box to indicate that an Opportunity has been identified.
Lead Job Required	If a sales opportunity was generated while on the job checkmark this option and identify the lead generating technician.
Opportunity Code	Select code to identify type of opportunity.
Follow Up Date	Select or enter date to follow up on opportunity.
Notified	Select to indicate that the customer has been notified of the opportunity and is expecting a contact.
Quote/ Proposal Given	Check to get access to the Sales Summary without creating a sales job.

Tech Credit Tab

This tab allows you to identify sales opportunities that were presented by a technician. Multiple opportunities and multiple technicians can be entered on this screen. You are not limited to only the technician assigned to the original job. The information entered on this tab is available in KPI reports by job.

Multiple technicians can be added to indicate opportunities identified and to give credit for sales. To add the technician(s) from the job, simply Click the Add Techs (from Job) button. Additional Technicians can be added by pressing the Insert button on your keyboard.

Select the Technician who identified the sale opportunity. (Required field)
Select the Reporting Sales Source from the list of options.
Check the Opportunity Quoted option to indicate that a quote was given.
Check the Opportunity Sold option to indicate that the opportunity resulted in a sale.
Enter the Sale Amount if sold.

Happy Check Tab

This tab is used to indicate that a follow up call was made to a customer and to record the results of this call.

Field	Description
Did Happy Check	Select this checkbox to indicate that a happy check call was made.
Date	Select the date the happy check call was made.
By	Select the employee who made the happy check call.
Happy Check Notes	Record any notes or comments from the customer that were made during the happy check call.

Closing a Job

A Job is considered closed when two things have happened.

All Calls associated with the Job have been marked as Complete through Call Progress. This means that when a completed time has been entered for all technicians and the form prompts you to Mark the Call As Complete you have chosen Yes.
Any invoice(s) associated with the job have been posted.

If both of the above stated requirements are met, the system will automatically indicate that the Job is Closed.

Until a Job is closed, the History indicator light on the Customer's Information Screen record will remain illuminated in yellow and contain the text Open Job. Once the job is closed, the indicator will illuminate in green and contain the text History This indicates that there is existing service history on the customer's account.

Once a job is closed, no more calls can be created for that job. If additional calls must be made, you must open the Job Form (F9), right click and select the option to Reopen Job.

Finalizing a Job

A job can be finalized from the job form as well. To finalize a job, the job must first be closed. After a job has been closed, right click in the background and select Finalize Job.

In order to finalize a job:

All Timecard entries must have been imported
All parts used on the job must have been verified
All part tags must have been resolved
All invoices must have been posted
All Calls must have been completed

Job Manager

The Job Manager screen provides you with a view which gives you the tools to view and manage jobs.

Within the Job Manager you can:

Find and view jobs using different filters,
Reschedule one job or a group of jobs,
Assign technicians to jobs,
Update call progress,
Maintain timecard entry,
Print or preview work orders, and
View Job note information
View Assignment and scheduling information related to the job.

The Job Manager can be opened by going to the Main Menu, choosing Customer Service and then Job Manager, or by clicking the Job Manager icon if you have added it to the toolbar.

Searching for Jobs in the Job Manager

You can search for jobs in the Job Manager according to any of the following criteria:

Specific job number,
All jobs,
Jobs with a date range,
Specified criteria, such as all open jobs or all installations, and
Unscheduled Jobs.

Finding Jobs with a Specific Job Number

To find jobs based upon a specific job number, enter the job number into the Job No field and press Enter. To find all jobs, click into the Job No field and press Enter without typing anything.

Finding Jobs within a Date Range

To find all jobs for a date range, enter the dates in the Start date and thru fields and press Enter to search. In order for the search to be performed successfully, you must hit the Enter key while your cursor is positioned in the field.

Finding Jobs According to a Specified Criteria

To limit the list of displayed jobs, you can filter for only those jobs that meet specific criteria.

To open the Job manager filters, select the text to the right of the filter indicators in the Job Manager

In the filter window, place a checkmark in front of the desired/applicable criteria. If you want to simply see all open jobs, select Open jobs.

Be sure the On button is depressed, then close the window to activate the filter.

All jobs that meet the specified criteria will appear. The filter indicator will display the filters you have chosen.

Sorting Jobs Search Results

Once you have completed searching for jobs, you can sort the jobs by any column by clicking on a column heading. The jobs will sort in ascending order.

Clicking on the column heading a second time will sort the results again but in descending order.

Job Progress Values in the Job Manager

The Job Progress Column can be sorted to bring Jobs with like progress together. This allows you to, for example to find completed jobs that have not yet been invoiced, find unscheduled jobs and jobs that are still In Progress.

The value displayed in the Job Progress column is automatically assigned by Successware based upon activity (or lack of it) related to the job itself.

Progress	Abbreviation	Explanation
Unscheduled	UNS	Job does not have both a scheduled date and time
Scheduled	SCH	Job has a scheduled date and time, but the job has not yet started
Confirmed	CNF	The job is scheduled, and has been marked as Confirmed, but has not yet started
Notified	NTF	The job is scheduled, the assigned tech has been notified, but the job has not yet started
Dispatched	DSP	An assignment is dispatched, but not yet onsite
In Progress	INP	At least one call is complete, but ALL calls associated with the job are not complete, and no assignment is currently onsite
Onsite	ONS	At least one assignment is onsite, but not yet complete
Offsite	OFS	All assignments are complete, but the call has not been indicated as complete in the Call Progress window
Completed	CMP	All Calls related to the job have been completed, but the job is not closed and the invoice associated with the job has not been posted
Closed	CLS	The Job has been closed
Invoiced	INV	The Job has had its invoice(s) posted
Cancelled	CAN	The Job has been cancelled
Finalized	---	There is no specific Progress indicator which identifies a Job as finalized. If the Job is finalized an "X" will appear in the "F" column of the Job Manager

Note: When a Job has at least one invoice posted and the job is not closed, Invoiced (INV) is combined with another status using an abbreviation such as CMP/INV.

Assigning Technicians to a Job

You can assign a technician simply by highlighting it, right-clicking the mouse, and selecting Assignments. This will take you to the Scheduling Assistant.

Additional technicians can also be assigned to a call from the Call Progress window.

Scheduling and Rescheduling Jobs from the Job Manager

Using the Job Manager, you can schedule and reschedule any number of jobs. You can schedule or reschedule jobs two different ways:

Right-click on an unscheduled job and select Call Center. This will open the Call Center and place the selected job in the Call Clipboard from which you can drag it to a time and/or technician.
Right-click on an unscheduled or scheduled job and select Reschedule. This will open a calendar with the current scheduled date highlighted or today’s date for a unscheduled call. Move through the months on the calendar and double-click on the date you wish to schedule the call for.
To reschedule multiple jobs, select all of the jobs you want to reschedule while holding down the Ctrl (This will allow you to multi-select). Right-click and choose Reschedule. Move through the months on the calendar and double-click on the date you wish to reschedule the calls for.

Finding Unscheduled Jobs

Unscheduled jobs can get overlooked at times and therefore eventually slip through the cracks. Consequentially, a large number of unscheduled jobs can slow down the operation of your call center. Fortunately, you can easily find unscheduled jobs using the Job Manager screen.

To find all unscheduled jobs, click into the Job No field and press Enter. This will display all jobs.
Click on the Progress column header to change the sort order. All unscheduled jobs will move to the top of the list.

Paging

Configuring the Successware Comm Center

The Comm Center allows you to configure Successware to use Alpha Paging, allowing to page text messages to your employees. The Comm Center can be configured to use Email paging or to interface with Mobilogic’s PageRunner software.

The Comm Center can be used to send pages to employees as well.

The Comm Center is accessed by selecting the icon from the toolbar.

Before you can use paging through Successware you must configure the Comm Center with information regarding your method of paging, identify which employees are pagable, and what job information you want to page to employees.

To Configure Employees

IMPORTANT If you are using Email Paging. Before you configure employees in the Comm Center, you must enter each employee’s email address in Employee Setup. Go to the Employee Manger, double click on each employee, on the Address/Phone tab enter the email address in the Pager E-mail field.

Click the Configure button at the bottom of the Comm Center
Select the Employees radio button.
The Employees will be displayed in the Source List column (If they are set up for email paging they will display with their email address
Add the employees you wish to be able to page to the Destination List by double clicking on the employee or using the arrows to:

Add a single employee, highlight the employee(s) and click > to add to the Destination List
Add all employees, select >> without highlighting records. If most employees need to be added to the Destination List, add all employees and remove the ones that you will not page.
Remove an employee from the Destination List, highlight the employee and select <.

To Configure Job Information

Click the Configure button at the bottom of the Comm Center
Select the Job Information radio button.
The fields of Job Information available to page will be displayed in the Source List Those that will be paged are listed in the Destination List
A number of fields will already be listed in the Destination List. Remove the fields you do not wish to page from the List by double clicking on them or highlighting them and selecting the < button
Highlight any fields that you to include in pages in the Source List and double click them to add them to the Destination List or press the > button
After you have selected all the fields you wish to include, use the up/down buttons to place them in the desired order.

Email Paging Requirements and Configuration

Successware supports the ability to page through your Internet Service Provider

In order to use email paging you must meet the following requirements

You must have a network internet connection (DSL, Cable, etc.). Your workstations must be configured so that they have access to this email server via TCP/IP networking. Email paging is difficult to use with a dial-up connection because of the time required to establish a connection.
Your paging service must be able to receive and process email messages.
Your email provider must process outgoing mail using SMTP protocol and must not require a secure (SSL) connection.

There is no special software required – the necessary components are included in Successware

Before you configure, you will need to gather the following information

From your paging service

Email addresses for each pager account.
Message character limit - Most paging services have a limit on the number of characters that their pagers can handle.

Obtain the following information from your internet provider, or check the account configuration in your existing email software (Outlook, Netscape, Eudora, etc.)

The name of your outgoing (SMTP) email server
The TCP/IP port for outgoing mail (usually it is port 25)
A valid email account as a return address
Whether the email server requires authentication
A valid email account user ID, and password if required by the email server

Setting Up

You must add an email address for each pagable employee by going to the Employee Manager, double clicking on each employee, and on the Address/Phone tab enter the email address in the Pager E-mail field

Open the Comm Center form and click the Configure
Select the Use Email Paging check box.
Enter the message character limit in the E-Mail Character Limit

Note: You should allow for a certain amount of overhead for email lengths. For example, if the character limit of your paging service is 255, then you should enter a lower amount such as 245. If you find that your pages are having the last few characters cut off, then you should lower the character limit. Successware uses this character limit to properly send pages that are too long. Any pages that are above the character limit will be split into two or more messages. The person receiving the page will then get multiple pages.

Enter the name of your outgoing email server in the E-mail Server field
Enter the TCP/IP port for outgoing email in the E-Mail Port
Enter the name of a valid email account in the Return E-mail Address This return address will be used for all outgoing email pages.
Select the Use Authentication checkbox if your email server requires authentication.
Enter a valid email account user ID in the E-Mail User ID This user ID is used to access the email server.
Enter the password for the user ID entered above in the Password field, if required by the email server.
Click OK

When you have completed the Email Paging configuration be sure that Employee Configuration and Job Information Configuration are also complete.

PageRunner Paging Setup

Successware allows for the paging of information through a Third Party program called PageRunner. Before the Comm Center can be configured to work with PageRunner and actual pages sent, PageRunner must be properly setup and configured on your network.

For information regarding PageRunner as well as its installation and configuration, contact Successware at 888-251-2779.

Once PageRunner has been installed and configured you will need to perform some setup in the Comm Center.

Open the Comm Center and select the Configure button
Use the Browse button to select the directory you are using as the Gateway Directory for Page Runner (normally this is NETWORKDRIVE:\PRUNNER.)
Click OK

When you have completed the PageRunner Paging configuration be sure that Employee Configuration and Job Information Configuration are also complete.

Sending a Page

You can page employees from the Call Center, or directly from the Successware Comm Center.

To Page an Employee from the Call Center:

Right click on the call you wish to send to the technician and select Send a Page. The Comm Center will open.

The generated message will appear in the Message You may change or add to the message, if desired. (The information that displays in this panel is controlled by clicking the Configure button and selecting Show Job Info)
The technician that is assigned to the job will display in the Assignments panel. All other "pagable" employees are displayed below.

Select the technician you want to page, then select Send.
The system will ask if you want to mark the call as Notified. This will fill the time of the page into the Notified field in Call Progress. Answer Yes or No.

The call is paged.

To Page an Employee from the Comm Center:

Open the Comm Center by selecting the icon from the toolbar.
Select the employee you wish to page.

To select more than one employee, press Shift or Ctrl with the mouse click. Shift will allow you to select a range. Ctrl will allow you to select multiple employees at random.

Type the message you wish to send in the Message
Select Send.

The page is sent.

Creating Timecard Entries

Timecard entries allow you to keep track of each block of time in your employee’s days.

The Employee Timecard form can be accessed from any screen that has an employee selected and you can enter either unapplied or job-related transactions.

Time entered in Call Progress is automatically added to an employee’s timecard.

To access the Timecard Manager you can:

Right Click on an employee in the Employee Manager and select Timecard
Right Click on an employee's name in the Call Center and select Timecard
Right Click on an Assignment in the Call Center and select Employee Timecard
Right Click on a Job in the Job Manager and select Time Card
Clicking on the Time Card Manager icon from the toolbar if it has been added.

Manual Timecard Entries

Manual timecard entries are created directly in the employee’s timecard. Manual timecard entries can be job related or non-job related. Manual Timecard entries in a addition to those that are job-related could include meeting time, shop time, vacation or personal time and lunch entries.

Accessing the Timecard

Timecard entries are added in the Timecard Manager. The Timecard Manager can be accessed from the:

Main Menu -- access the Main Menu and click Payroll and then Timecard Manager.
Call Center -- highlight the job for which you wish to make timecard entries. Right-click and select Employee timecard.
Employee Review view of the Payroll Manager -- Right-click and select Timecard, or click the Timecard button.

Recording Timecard Entries

Open the Timecard Manager.
Use the drop-down menu to select the employee.
Use the date navigation buttons to choose the date of the timecard entry.
Click Modify.

Press Insert or right-click and select Add new entry.
Select the appropriate timecard status.
Enter the In and Out
If Necessary change the IsPaid status of the Timecard Entry. If you change a non-paid entry to paid, you will need to choose a Pay Item for the Timecard Entry.
If necessary, modify the Non-Productive This field is defaulted by the setting associated with the Timecard Status selected. If you want to change the Productive status of a timecard entry, add or remove the checkmark. The Productive Status of a Timecard Entry determines how the particular timecard status is handled when calculating the technicians Billable Hour Efficiency for scoreboard reports.
Use the drop-down menu to select the department to which you wish to apply the timecard entry. For non-job related entries, the employee’s default department will appear
If the Timecard is a Paid item, the Pay Item will be displayed. Change it if necessary
The employee’s pay rate will be displayed. This will come from the employee’s standard hourly rate in employee setup, or from the pay rate entry for the corresponding pay item.
If you wish to apply a premium rate for the block of time, select the Premium Code from the drop down list.
If you have applied a premium code, choose the duration of the total timecard entry that should be calculated at the Premium Rate.
Click Accept.

Note: The Total Time (time out - time in) of any timecard entry can be broken down into five categories. Where it falls in the categories will determine how it is handled when preparing the payroll period.

Regular time—ordinary paid time that will accumulate and turn into overtime and effect regular/premium rate calculations.

Non-regular time—paid time that does not affect overtime and regular/premium rate calculations.

Premium time—time that is paid at a premium.

Non-paid time—time that is not paid.

Overtime—time that is paid at the overtime (OT) premium.

The Assignments option at the bottom of the screen includes a list of calls that the technician has been assigned to on that day. You can also view Other scheduled calls as well as Unscheduled calls, using this screen.

NTCs

NTCs are blocks of time on the employee timecard where there is no timecard entry. Successware fills in the gaps between defined timecard entries with NTCs. In employee setup you will determine whether or not the NTCs are paid or unpaid and whether the NTCs are counted as regular time. NTC entries are considered to be Productive Time by default for the sake of Scoreboard reports. If an employee is engaged in Non-Productive time, you must replace the NTC entry with a Non-Productive Timecard Entry to change the status.

NTCs cannot be edited, but can be replaced by creating actual timecard entries to account for the time filled by the NTCs.

Note: Successware will only create NTCs on the current date or when making entries on the employee’s timecard on previous dates. NTCs will not be created on future timecard entries.

End of Day Punch Out

By default, Successware is set up with a Timecard status called DayEnded (End of Day Punch Out). This status allows you to create a timecard entry at the end of the workday for an employee that only requires an In time. Based upon the End of day punch out time Successware will:

Prevent the creation of timecard entries on the day after the punch out time.
If there is a gap in time between the last out time on the timecard and the End of Day Punch out time, Successware will create an NTC to account for the gap in time.
If there is an open timecard entry and an end of day entry is entered, the end of daytime will be entered as the Out time for the previous timecard entry.

Timecard Assistant

The Timecard Assistant will help you to create timecard entries for multiple employees, multiple date or both. For instance, you can create entries placing several employees at a meeting or training session. Or, make entries to record an employee’s week of vacation. These entries can be made without having to opening or accessing multiple time cards. The Timecard Assistant can also be used to review or delete existing timecard entries already created through the Assistant.

Multiple Timecard entries can be created for a single event or can be created as recurring entries which can occur on a weekly, biweekly or other basis as required.

Additionally, timecard entries (the status and times and recurrence) as well as the list of employees associated with the entry can be saved as a template. These recurring timecard template entries can be opened in the future and used to create additional timecard entries with the same attributes.

Note: The Timecard Assistant can only be used to create Non-Job Related timecard entries.

To Access the Timecard Assistant:

Right click in the background of the Call Center and select Timecard Assistant
Right click in the back ground of the Timecard Manager or an employee's timecard and select Timecard Assistant
You can also right click on an existing employee timecard entry in the employee's timecard and select Timecard Assistant to create a matching timecard entry for other employees.

Creating Timecard Entries with the Timecard Assistant

Creating Timecard Entries using the Timecard Assistant involves 5 main steps:

Choose the Timecard Status as well as the start and end time of the entry
Select a recurrence pattern for the entry if necessary
Selecting the employees for which the entries will be created
Selecting the day or days of the entries
Review the results

To Create Timecard Entries

Open the Timecard Assistant.
Choose the Timecard Status of the entries you want to create from the Status drop down.
Enter the Time In, Time Out for the timecard entry/entries
Add a A comment must be entered. The comment will appear as the caption for the timecard entry in the Call Center
Use the Every ___ Weeks field to identify if the entry will be a weekly entry, or if it will happen every other week, every third week, etc. If you are only going to be creating the entry for a single week, leave the value as one.
Choose a Day or Days of the week on which you want the entry to occur.

Note: If you plan to create the entry for alternating weeks you will be required to choose a start date. This date will establish the start date for the recurrence pattern. It is NOT required that you create an entry within that week however. For example, if I enter that a meeting will occur every 3 weeks beginning 6/2/06 (First week of June)and choose Friday as my Day of the Week, the Timecard Assistant will calculate a meeting to occur every 3 weeks on a Friday, from that date.

Select the employees for whom you wish to create entries:

Click on Add under the Create Entries for these Employees list, to choose employees. This will open the Employee Selection
In the Employee Selection form, the employee filter defaults to all active employees. You can optionally modify this filter by clicking the Select from Filtered List button to assist in employee selection.
Use the Select from List to filter for only certain classes of employee, only those that work by default for a certain department or those with a specific Employee Type. Choose Apply Filter to update the list of employees.
Select the employees to be added to your list by double clicking the employee. This will toggle the X on and off in the employees row in the grid. All employees listed can be selected by right clicking in the grid and choosing Check All or pressing Ctrl+A on the keyboard.
When you select ‘Ok’, the employees with an ‘X’ will be added to your list.

You can use the Delete button to remove individual employees or the Clear button to delete the entire list of employees

If you wish to Save the entry that you have built as a template which can be used to create similar entries in the future, select the Save You will be taken into the Recurring Entries window. Once you save you can close without creating an entry at this time.
To create the entries, click the CREATEIf you choose to Save in the previous step, you will be selecting Create from the Recurring Entries window
Choose the date from which you want the entries to be created.
Choose the number of weeks forward that you would like the entry to be created. If you want to create entries only for the current week, leave this set to one.

Note: If you choose in the previous steps to create timecard entries every 2 weeks or 3 weeks etc, the entries will created based upon the Starting date you listed at that time and the for Next ___ Weeks you specify. For example because the meeting was set to occur every 3 weeks on a Friday, beginning 6/2/06, if you choose, beginning 6/14/06 to create the meeting for the next 6 weeks a meeting would be built on 6/16 and 7/7 only. Those are the only dates of the meeting specified that fall into the next 6 weeks.

Click OK to create the timecard entries
This will create the timecard entries and take you to the review grid showing the status of the new entries.

The timecard entries will be listed in the Review Grid proceeded by:

A Green Plus to signify that it was created successfully
A Yellow yield/warning sign to indicate that a conflict exists or an error has occurred. If this indicator appears that timecard entry HAS NOT been created. The comment column will indicate the conflict status and time in/out. You may right click the entry to open the timecard and manually review/modify entries for that employee.

From the review form you can use the Back button to return to the Timecard Assistant where you can create new entries or review existing entries.

Recurring Timecard Entries

The Timecard Assistant give you the ability to save an entry as a template which can be used in the future to create additional timecard entries with the same (or similar if you edit) attributes as the saved entry.

The recurring template will save the status of the timecard entry, the start and end time, the recurrence pattern and start date as well as the list of employees that have been added to the entry.

To access your recurring entry templates, open the Timecard Assistant and click the Recurring button at the bottom of the window.

Managing Recurring Timecard Templates

The Timecard Manager's Recurring Entry view allows you manage your list of recurring timecard entries. There are 5 functions available to you. Each is available via a button at the bottom of the window or by right clicking on an entry.

Option	Description
Create	Choose this option while an template row is selected to create a timecard entry using the template
Review	Choose this option to select a date and range and see all timecard entries create using the selected template which meet the date and range criteria
Edit	Use this option to open the template entry and make changes to it.
Create All	Use this option to create timecard entries starting on a selected date and for the defined number off weeks for ALL templates listed in the Recurring Entry window.
New/Review	Allows you to return to the main Timecard Assistant window where you can create a new entry or review an existing entry.
Delete (Only Available through Right Click)	Allows you to Delete the selected entry. If future timecard entries have been created using the template you will be given the opportunity to review those entries before you delete. Deleting a template will not delete entries created based upon the template.
Enable/Disable (Only Available through Right Click)	Use this option to toggle the templates enabled/disabled status. Disabled templates will not have entries created for them when the Create All option is selected.

To Save an Entry as a Template

Create the entry using the Timecard Assistant as you normally would
Click the Save button at the bottom of the Timecard Assistant. You will be taken to the Recurring Entries window with the entry just created highlighted.
If you want to create the timecard entry at this time click the Create button at the bottom of the window. If you do not wish to create at this time you can close the Timecard Assistant.

Creating New Timecard Entries Using a Template

Open the Timecard Assistant and select the Recurring button at the bottom of the window
Select the listed entry for which you want to create new timecard entries
Click the Create button
Choose the date from which you want the entries to be created.
Choose the number of weeks forward that you would like the entry to be created. If you want to create entries only for the current week, leave this set to one.

Note: If the template you have chosen was built to create timecard entries every 2 weeks or 3 weeks etc, the entries will created based upon the Starting date you listed at that time and the for Next ___ Weeks you specify. For example if a meeting entry was set to occur every 3 weeks on a Friday, beginning 6/2/06, if you choose, beginning 6/14/06 to create the meeting for the next 6 weeks a meeting would be built on 6/16 and 7/7 only. Those are the only dates of the meeting specified that fall into the next 6 weeks.

Click OK to create the timecard entries
This will create the timecard entries and take you to the review grid showing the status of the new entries.

The timecard entries will be listed in the Review Grid proceeded by:

A Green Plus to signify that it was created successfully
A Yellow yield/warning sign to indicate that a conflict exists or an error has occurred. If this indicator appears that timecard entry HAS NOT been created. The comment column will indicate the conflict status and time in/out. You may right click the entry to open the timecard and manually review/modify entries for that employee.

From the review form you can use the Back button to return to the Timecard Assistant where you can create new entries or review existing entries.

Reviewing Existing Timecard Assistant Entries

The Timecard Assistant Review grid is used to review a list newly created timecard entries, or a group of already existing entries.

A list of timecard entries will be brought up for review immediately after they are created. The review also allows you to find any timecard entries built using the Timecard Assistant that match a Timecard Status, Start time and Date range you specify. Once the list of matching entries is displayed in the review grid you can:

Delete a single entry
Delete all listed entries for an employee
Delete all related entries for a date
Delete all related entries listed
Open an employees timecard
Print the list of timecard entries

Entries in the grid are listed with an image indicating the status of the entry as follows:

Entries with a plus (‘+’) indicate new successfully created entries.
Entries with a ‘minus (‘-‘) indicate new successfully deleted entries.
Entries with a yellow yield/warning sign, indicate either an unsuccessful attempt to create a new entry or unsuccessful attempt to delete an entry. Conflicts are indicated in the comment column for these entries,

Entries can be searched for and reviewed manually or you can enter the Recurring View and review entries created from an existing template.

To Manually Review Existing Entries:

Access the Timecard Assistant
Select Review existing entries from the top portion of the window.
Select the Status of the timecard entry that you want to review.
Enter the Time In of the entries to review.
Select Review.
Choose the beginning date of your search and the number of weeks from that date that you want to search.
To review the entries, click the OK This will take you to the review grid showing the existing entries during the selected week that match the Status and Time In that you entered..
From the Review Results window, right click on an entry to delete entries, access any of the employees’ timecard from this review list or Print the list.
You can use the Back button to return to the previous screen

Job Permits

Permit Tracking

Successware allows you to record permit details for each job, including the stages of the permit as well as when the work is due to be completed. As the stages of the permits are completed the permit stages can be updated to indicate the completed status. Reports will then tell you what stages are running late and are in danger of exceeding the life of the related job permit. You can use these reports to ensure the work is complete before the permits expire and avoid unnecessary cost of purchasing additional permits.

Permit Tracking Setup

In order for you to use the Permit tracking function in Successware, there are 3 Reference tables that you must populate. These reference tables will contain the values which you will select from the drop down lists in the Permit form as you are adding permits to a job.

All three of these Reference Tables can be accessed in the Customer Service volume of the Reference Library.

Permit Issuing Agency

Modify the Permit Issuing Agency reference book and create codes for the different agencies that will be issuing job permits for you. You will be able to sort and group reports by this code.

Permit Stage Type

Modify the Permit Stage Type reference book to create codes which will represent the different stages of your permits. Create a code for each standard stage that must be completed before your permits expire. You will use these permit stages to identify the required elements of the Permit Types that you will create. You will be able to track your jobs/permits by the codes created here.

Permit Type

Modify the Permit Type reference book and create codes for the different types of permits that you will be tracking. A permit type consists of a code, a description, and a chosen set of stage types. You will create a permit type to represent each distinct set of stages. This permit type code will act as a "stage list" template when you are entering permits. This way, any time a Permit Type is selected it will contain the same stages.

Permit Types are built using the Permit Type form.

To Add Permit Types:

In the Customer Service volume of the Reference Library, double click on the Permit Type table
Press Ctrl+Enter or right click on the table and select Modify Mode. This will open the Permit Type form.
In the Permit Type Code field enter a code for the permit type you are adding. The code can be up to 6 characters.
Enter a description of the permit type in the Description
In the Stages area of the form, select a Permit Stage from the Stages drop down list. This list will allow you to choose from the Stage Type reference table.
Once you have selected a Stage from the list, click the Add Stage button to add it to the list of stages which are part of the Permit Type.
Continue to add all stage types related to the permit type you are adding. Close the form when you have added all stages.

Note: The Move Up and Down buttons can be used to change the listed order of the stages. The Remove Stage button can be used to remove a stage from the Permit Type.

Job/Call Types

In addition, any item in the Job/Call Types table can be modified or created to indicate that a permit is required to perform that type of job.

When a job is created with a Job Type that has been marked IsPermitRequired, an alert will appear on the Job form to indicate that a permit is required.

Recording and Updating Permits

The Permit Form

The Permit form allows you to manage one or more permits for a particular job. Use this form to record new permits and update the status of permits after they have been recorded.

To access the Permit Form:

From the Job Form- right-click and select Permits or click the Permits... button
From the Call Center- right-click on an assignment and select “Job permits…”
From the Job Manager- right-click on the job and select “Job permits…”

Note: Permits for canceled or finalized jobs cannot be modified.

Note that permits for canceled or finalized jobs cannot be modified.

Entering New Permits

New permits are entered from the Permit form.

To create a new permit

Open the job to which you want to add a permit, right click and select This will open the Permit form. You can also open the Permit form from the Call Center or Job Manger.
Press “Insert” , press the New button or right click and select New.
Enter the Permit Number, the Date Issued and the Expiration Date
Select the permit type from the Permit Type drop down list.
Select the Issuing Agency from the drop down list. When you select the permit type, the stages for that type of permit will automatically complete the stages grid.
Enter a contact name in the Contact field
In the Stages grid you can enter a Due Date for each of the stages. This due date serves as the basis for reporting related to permits stages. With it Successware can help you to determine via the Permit Stages report, which permit stages are in danger of missing their due date..

Note: In the Stages grid you cannot add, delete, or change the stage types of a permit. For a given permit type, the stages included will be based upon those identified when creating the permit type in the Permit Type reference book.

Once all the appropriate detail has been added, you can close the permit. The permit's Status will be set to Open.

Updating The Permit and its Status

On a regular basis, as you complete phases of permits, you will need to update your permits. As the stages of your permits are completed you will move toward the completion of the permit, you may additionally need to mark a permit as expired or cancelled.

To edit a permit, open the job to which the permit is attached, right click and select Permit.

From the permit form you can modify the due and completed dates of the stages in the Stages grid and add any comments that may be necessary.

While editing the Permit you can also modify its Status

There are 4 available Statuses for a Permit

Open- When a permit is created it is marked as Open and remains open as it is in progress.
Complete- Permits are completed by entering a completed date for each of the stages. This will automatically change the permit status to Complete and make the Completed Date of the Permit equal to the date that the last stage was completed.
Expired- If a permit is past its expiration date and all of the stages have not been completed, you can mark the Permit as Expired. If the permit has not reached its expiration date, you can not set the status to expired.

Note: Permits will not expire automatically. You need to specify an expired status or complete a permit manually. Permits will remain open until you complete, expire, or cancel them.

Cancelled- If for some reason, you cancel a permit before the stages are complete, and before the permit expires. You can update the status to Canceled.

Note: If a permit is entered in error, it should not be canceled, but rather deleted using the Delete button in the Permit form.

Permit Tracking Reports

There are two reports in the Job/Call reports section of the Report Gallery to assist you in the tracking of Permits and their stages. Both reports give you the option of generating a Marketing list based upon the customers associated with the permits displayed in the search results.

Job Permits Report

This report shows general permit information including stage detail for each permit included.

The Date Based upon field as will allow you to control which permits are displayed based upon the date range you enter. The Status options allow you to limit the permits displayed to only those with the selected status.

The drop down filters can be used to limit the resulting stages to only those that meet the specified criteria.

Use the Sorting and Grouping options to look at the results organized by job, date or many other criteria.

Permit Stages Report

This report allows querying of permits based upon stage information and is primarily used to identify permit stages that have activity due within a given time period. The report can be run only to show stages of Permits that are still Due, or by selecting All Stages, stages will be displayed regardless of status.

The drop down filters can be used to limit the resulting stages to only those that meet the specified criteria.

Use the Sorting and Grouping options to look at the results organized by job, date or many other criteria.

Looking for a more interactive course on Customer Service? Check out our Learning Management System (LMS)! Our courses are available to all Successware users. If you don't have a sign-in for our LMS, contact us at training@successware.com for a free account.

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