Monitor: Calls (Call Monitor)

This number is the amount of calls that are in the view

This is the number of calls that are overdue

This field indicates what the type of call is. The calls are styled as follows:

Forename of employee

Last name of employee

Site ID number

Employee PIN number

Pre time and date of the call

Operational time and date of the call

Post time and date of the call

Name of the Site

Name of the Group which the Site is part of

Name of the Branch that the Site/Site Group is part of

The type of hours associated with the Duty the Call is for

The type of pay associated with the Duty the Call is for

The actual time of the Call

Name of event

Name of the event team that the employee is a member of

Role the employee is playing in the event

Shows whether Manager Aware has been selected

Employees mobile telephone number

The telephone number of the Site for the call

The name of the Contract Manager for the call

Name of the slot for the call

Name of the area that the employee is allocated against

Used to categorise the employee and the zone they are assigned to - used in reporting

Name of the area that the site is allocated against

Used to categorise the site to indicate the area the site is assigned to - used in reporting

Verification of location details. Used to confirm that an employee is present. The status is color coordinated:

• Red - The employee closed the app, but didn’t take a picture to show proof of presence at launch

• Yellow - The employee closed the app. They tried to take a picture to show proof of presence at launch, but something went wrong

• Green - Successfully took picture for proof of presence

Select the Call Monitor view from list provided. By default this is “All Views”. Choices are defined in Admin | General | Call Monitor Views

Select the Time Zone to display information from, be that the System or Branch

Select  to search for site(s) to display on screen in the Call Monitor. This will bring up a dialog box from which the selection(s) can be made.

Select using the check boxes, which kind of call you wish to see - be that On calls, Check (CHK) calls and/or Off calls

Automatically update Call Monitor contents

Select to disable the periodic overdue calls system beep

Select to ensure currently open posts are not displayed

Enter search string here and select Search

Select to execute search using criteria in the Search Text

Select all records on the page

Select the record to action using the Call Monitor Menu (see below)

Select record and show right-mouse button menu (see below)

Select multiple records to action using the Call Monitor Menu/Right Mouse Click Menu (see below) e.g. Select multiple calls and then select Take/Untake Calls to Take/Untake multiple calls. In this example, the following screen is loaded:

Take the call - loads the following screen to enable the user to take the call and optionally to clear missed calls:

See entity information (i.,e. Employee, Site, Site Card, Branch)

Move up and down through calls table

Take/untake selected call

Select a column header to sort ascending/descending by that column

Select to display All Calls. This is the default view for Call Monitor. Records will remain on this screen for several minutes after the call has been taken. The duration is specified in System Settings

Select to view only Taken Calls. There is a System Setting that can be set to specify the number of hours in the past that the screen will display taken calls for

Select to view only Open Calls. Open Calls are those duties without an allocated employee. Again, there is a System Setting that can be specified for the number of hours in the future that the system will display Open Calls for

Open the branch record for the selected call

Open the site record for the selected call

Open the employee record for the selected call

Select to refresh the view (may not be used if Auto-Refresh has been selected).

see below for more information about Auto-Refresh

Selecting Take/Untake Call enables the user to manually Take or Untake (reject) a call.

Select a call row and select Take/Untake Call to either Take or Untake (reject) the Call.

If the call is being taken using Take/Untake Call within the On window, the user simply selects Take Call (no further action such as filling in a comment box is required)

Meanwhile, if the call is not due to be taken, or is overdue, a validation message box will appear.

The user is asked for confirmation that they want to take the call.

There is also a space where they must enter a comment (from a drop down list and also free form in a text box).

An example of the Take/Untake Call dialog box that is shown, is as follows:

The user may be presented with a Clear all missed calls check-box at the bottom of the screen (when the “Auto-take missed check calls’” system setting is enabled in Admin | General | T & A Monitor Settings.)

When Clear all missed calls is selected, if check calls are missed, the user does not have to “clear down” all of the calls, call-by-call for the duty, approving them as necessary. Instead, these missed duty check calls are automatically taken, with the actual time being set to the operational time

When Admin | General | T & A Monitor Settings is enabled, Clear all missed calls is by default selected as shown above

see Admin | General | T & A Monitor Settings for further information about this setting

To Take/Untake (reject) select Take/Untake (this is context sensitive depending upon the type of call selected)

When the Call is taken, it turns Green. The Actual Time is then recorded against it

If a call is taken by mistake or for some other reason there is a desire to Untake a call, use the same method as for taking the call. the following screen is loaded:

Select whether to Take/Untake All Calls as shown

Select a call row and select Contact Details to see the Site Telephone number, Employee Telephone number and the Employee number (if they are available)

Select a call row and select to create a new duty

Select a call row and select to edit an existing duty

Select a call row and click on this button to delete a duty

Select duty/duties to confirm them

Select duty/duties to flag them as temporary

Use this function to swap employees between two duties. Select two duties and select Swap Employees. A validation box will be displayed along with the opportunity to alter Hour Type and Pay Level for both employees involved in the swap. See Plan | Duty Edit | Swap Employees for more details

Select a duty/duties to assign an employee to them

Select to find a suitable employee for the duty

Select to remove an employee from the chosen duty/duties

Select to add a diary event related to the selected call using from the following screen:

• Select a Diary Event Type for the call

• Select Create Diary Event to validate

• Select Save Changes if the event meets the validation rules, otherwise, select Cancel

Select to create a Service Delivery Incident

Select to view the Notes Log. This view shows any notes that have been raised in the past. The number of hours in the past that will be displayed is specified in the System Setting. For more information about the Notes Log, look at Monitor | Notes Log 

Select to open the Notes Wizard - see “Using the Notes Wizard” below for more details about how to use this function

Three user definable buttons that can be configured to enable the rapid creation of certain types of note/perform actions on duties in the Call Monitor.

To run the actions, simply select the duty you wish to run the action against, and press the associated action button. The action buttons will only be available for duties with employees allocated to them - they will not work with open posts. Furthermore, buttons can only be used with a single duty - multiple duty selection is not supported.

For further information, see Admin | General | Actions, where you can learn how to configure the buttons.

Select a duty/multiple duties and use this option to flag that the problem has been escalated and that a manager is aware. Be aware that there is no functionality associated with this action at time of going to press, it merely works as an indicator to show that it has been raised with management

Select to configure the columns that are displayed in Call Monitor. See the “Configuring the Duty Filter using the Configure Grid” section of this guide below for further information about how to use this feature

Select to see the Call Monitor legend to understand the meanings of the different things displayed on the screen:

Unique identifier for the note generated by the system

Add details of the Employee that the Note is to be raised against.

Select Employee to open the below dialog box. Select the Employee name with the i icon:

Note: The button for Employee is grayed out unless Employee or Both is selected within the Log Against radio button selector (see below)

Add details of the Site that the Note is to be raised against.

Select Site to open the below dialog box. Select the Site name with the  i icon:

Note: The button for Site is grayed out unless Site or Both is selected within the Log Against radio button selector (see below)

Select whether to log the Note against the Site, Employee or Both

Select the status of the Note from the drop-down list:

• Closed

• Open

• Pending

This radio button is fixed at Note and cannot be changed

Select the Note type from the drop-down list

If using Sub Duties, this Note can be associated to a Sub Duty by adding the On Site and Off Site times in the hh:mm format

Setting an alarm will result in an audible and visible alarm being displayed regarding this note. This can be set against the Site or the Employee at a given time. After the notification has been received the user can edit the incident and either snooze or dismiss the alarm. The notifications will continue until the note status is set to Closed

Add a comment relating to the note in this space. You must add comments or an error message will be displayed

Select Create Note to review and save the note. The following Note Validation screen will be displayed, from which the user can:

• Create the note by selecting Create Note

• Discard the note by selecting Cancel

Those values that will be displayed in the Call Monitor view. Drag and drop columns between this and the Call Monitor Columns. Reorder the column values up and down the list to alter the order that they are shown from left to right of the screen

Columns that are not being displayed on the screen in Call Monitor

These names can be dragged and dropped between the two sides of the screen (the visible User Columns and the hidden Call Monitor Columns). The view is set up as follows:

Using drag and drop, select the column names in the User Columns left hand box that you wish to hide from view and drag them into the Call Monitor Columns right hand box

To change the sort order, select the User Columns with the left-hand mouse button. Holding the button, drag the columns into the desired place. Release the mouse button.

Select Reset to revert back to the original configuration at any time

Select Save to keep changes