Heat Web User Interface

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TECHNOLOGY SERVICES INFORMATION SYSTEMS

HEAT Web User Interface Killeen Independent School District 104 E Beeline • Harker Heights, Texas 76548 HEAT System 254.336.6861 • Fax 254.520.1794

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!"#$%&'(&)'*+%*+,& Introduction......................................................................................................................... 4! Web User Interface - Call Logging..................................................................................... 4! Accessing the Web User interface (WebUI)................................................................... 4! The WebUI Main Window ............................................................................................. 5! The Menu Bar ............................................................................................................. 5! Toolbar........................................................................................................................ 6! The InfoCenter ............................................................................................................ 8! Call Ticket Tab Bar..................................................................................................... 9! The Action Bar............................................................................................................ 9! The Status Bar........................................................................................................... 11! Call Tickets/Records..................................................................................................... 12! Creating a New Call Ticket....................................................................................... 12! Saving a Call Ticket.................................................................................................. 12! Opening Existing Call Tickets .................................................................................. 13! Abandoning Changes to a Call Ticket ...................................................................... 13! Closing Call Tickets.................................................................................................. 13! Reopening a Call Ticket............................................................................................ 15! Updating a Call Ticket .............................................................................................. 16! Locking and Unlocking Call Tickets ........................................................................ 17! Call Log Form........................................................................................................... 18! Assignment Form...................................................................................................... 20! Viewing Assignments ....................................................................................... 20! Stages of an Assignment................................................................................... 20! Creating an Assignment.................................................................................... 21! Acknowledging Assignments ........................................................................... 22! Resolving an Assignment ................................................................................. 22! Reassigning an Assignment .............................................................................. 22! Abandoning Assignments ................................................................................. 23! Viewing Assignments ....................................................................................... 23! Journal Forms............................................................................................................ 24! Creating Journal Entries.................................................................................... 24! Editing Journal Entries...................................................................................... 26! Viewing Journal Entries.................................................................................... 27! Abandoning Journal Entries.............................................................................. 27! Attachments .............................................................................................................. 28! Types of Attachments ....................................................................................... 28! Adding Attachments to Records ....................................................................... 28! Editing Attachments.......................................................................................... 29! Removing Attachments..................................................................................... 29! Searching................................................................................................................... 30! Simple Search ................................................................................................... 30! Go To Call ID ................................................................................................... 31! Printing...................................................................................................................... 32! Printing Call Records in Form View ................................................................ 32! - 3 of 32 -

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Introduction

HEAT Service and Support is the foundation for the HEAT product suite from FrontRange Solutions. HEAT Service and Support provides core service and support functions, including incident tracking, inquiry tracking, and case management.

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Web User Interface (WebUI) for Call Logging – This module is a web-based version of Call Logging, providing the major functionality of Call Logging through a browser. There are some menu buttons and Auto Task functions that differ slightly between the Desktop version of Call Logging and the WebUI.

Web User Interface - Call Logging Accessing the Web User interface (WebUI) Before using the WebUI users will need to launch a Web Browser and log in. Launch a Web Browser. The HEAT WebUI can be accessed from the KISD Website in the Information Systems department page under Help Desk > Login to HEAT Web UI or users can go to the web address: http://kisdheat01:8180/HeatWebUI/calllogging/CallLogging.html

Logging In

To login to the WebUI: 1. Launch the WebUI in a Web Browser. 2. In the browser window, type in your HEAT username in the “User ID” field. 3. Type in the associated password in the “Password” field. 4. Click on

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The WebUI Main Window The screen you see after logging into HEAT will be the Main Call Logging window. The WebUI main window contains the Customer Profile subset, Call Log area, Menu bar, Toolbar, InfoCenter, Call Ticket Tab bar, Action buttons and Action bar. WebUI main window with an active call record: Menu Bar Toolbar

Customer Profile Subset

InfoCenter Call Ticket Tab bar Action bar

Call Log Area

Action Buttons

The Menu Bar The menu bar provides access to Call Logging functions. Menus include File, Edit, View, Group, Customer, Solution, Auto Task, and Help. Menu Bar

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File: Accesses commands for manipulating Call Records such as saving, locking, printing, viewing attachments and many more commands. Edit: Accesses commands for field validations, Stopwatch and increasing or decreasing the Count on a call (Tech Services does not currently use the Count function) This function is to record how many phone calls are received on a specific incident instead of entering a new call record. View: Accesses commands for displaying the different Call Record forms, the components of the Call Logging window. Users can view the Call Log, Details, Assignments, Journal or Attachments screens from the View Menu. Group: Accesses commands for finding Call Records and managing and setting up Call Groups or Hot List. Customer: Accesses Customer Record forms for the selected customer, as well as Profile attachments. Solution: Provides additional search methods. AutoTask: Accesses commands for running AutoTasks. Help: Accesses online Help, a link to the FrontRange Solutions Home Page, and information about the application. • When a Customer Record is active in the Call Logging main window, the toolbar and menu bar change to accommodate customerspecific commands (for example, the Group menu accommodates Customer Groups and the AutoTask menu accommodates customer AutoTasks). • You can use shortcut keys to access the menu functions. Some of the individual options under each menu item also have shortcut keys; they appear to the right of the option.

Toolbar

Use the toolbar to access common commands. These options are also available in the Call Logging menu bar. Toolbar buttons include: New Call Record: Creates a new Call Record in the Call Logging main window. Abandon Changes: Closes the current Call Record without saving any of the information. Save Call Record: Permanently records the information from the current Call Record. Quick Close: Closes the current Call Record and saves it immediately if all requirements have been met. Print Current Call Ticket: Prints the current Call Record, including the Detail, Assignment, and Journal forms. - 6 of 32 -

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Lock Call: Locks call so other users cannot make changes. (If a call is Locked the icon will change) Unlock Call: Unlocks a locked call so other users can access and make changes. Validate Field: Opens a window displaying a list of "legal" values for the currently selected field. New Group: Launches the Create new Call Group dialog box where you can define criteria for a new Call Group. Open Group: Launches the Open Call Group dialog box where you can open a existing Call Group. Refresh Group: Refreshes the group to include any new or updated Call Records. Add Call to My Hot List: Adds the currently active Call Record to your personal Hot List. Grid/Form View: Changes the view between Form and Grid views First Record: Go to first record in call group. Previous Page: Go to previous page, i.e. Assignments/Journals on active call Previous Call: Go to previous call in call group. Next Call: Go to next call in call group. Next Page: Go to next page, applies to Assignments/Journals on active call. Last Record: Go to last record in call group. Customer Profile: Opens the current customer’s Profile record. View Contacts: Opens the current Call Record’s Contact records. Customer Configuration: Opens the current customer’s Configuration records Caller History: Opens the current customer’s Caller History records. Search: Opens a search window, allows users to search by CallID. This icon is above the toolbar.

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The InfoCenter The InfoCenter is located next to the Call Record in the Call Logging main window. The two features of the InfoCenter are the HEATBoard and the Call Map. The HEAT Board displays Global issues affecting many users. Calls can be added to a HEAT Board issue and calls connected to a HEAT board issue can be closed when the Lead Call is closed. The Call Map is an over view of all the Call information at a glance. Each area can be expanded or collapsed using the + or – next to the area.

Heat Board

Call Map

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Call Ticket Tab Bar

The Call Ticket tab bar contains five tabs: Call Log, Detail, Assignment, Journal and Attachments. Use these tabs to navigate to the different Call Record forms. The numbers on the tabs indicate the number of records on each tab.

The Action Bar The Action bar is located under the Call Ticket Tab bar in the Call Logging window and displays actions available such as New Assignment, New Journal and Add File actions.

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The Action Buttons The Action Buttons are located on the Call Logging screen and perform various Action tasks, such as Creating new assignments, Assigning the call to User, Create a New Journal, Displaying the Journal History on the current call, Save Call and Save and Close call.

The Update Worklog Button opens a prompt to enter the work summary. The information entered in the prompt will be entered in the Work Log section of the Call Ticket with the User Name and Date. This creates a front page view work log. The Create Assignment Button creates an assignment to the Group specifically set up for the call type, if a group is not assigned to a call type a drop down will open allowing the user to pick an Assignment group. The Assign To Self Button creates an assignment to the user logged into the system and Acknowledges the assignment. The Create Journal Button opens a drop down list of journal types so the user can select what type of journal to create. Once the type is selected the journal is created and the Journal tab opens. The Journal History Button opens a dialog box displaying all journals entered for the call in one screen. The Save Call Button saves the call. The Save And Close Call button runs the Auto Task that closes the call. This Auto Task will verify all required elements of the call have been fulfilled, copies the text from the Solution Journal to the Close Description box on the Call Log tab and triggers an email to the Customer with the closed call information.

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The Status Bar The status bar is located at the bottom of the Call Logging window and displays system prompt messages associated with the selected data field or the current data source.

Validate Field: This button is available if your cursor is in a validated field. Double-click it to access a list of values. Required Field: When this button is available it indicates that your cursor is in a required field. Resolve Assignments in Order: When this button is available it indicates that assignments for the active Call Record must be resolved in chronological order. HEAT Board: This button becomes available when a new HEATBoard Issue is posted. Double-click it to access the HEATBoard in the InfoCenter. 00:00

Time area to the left of status bar indicates time left before session timeout in WebUI.

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Call Tickets/Records A call record is collective information about an individual issue. This is also known as a call ticket.

Creating a New Call Ticket There are several ways to create a new call record … •

Select File > New Call Record in the Menu Bar.

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Click the

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Press on your keyboard

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While in a Call, right click outside any of the Call Log fields; a shortcut menu appears. Select New Call Record.

button in the toolbar.

Saving a Call Ticket Once a call ticket is created, it can be saved by … •

Selecting File > Save Call Record in the Menu Bar.

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Cicking the

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Pressing on your keyboard.

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When moving to a new Call Ticket select appears.

button in the toolbar.

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Opening Existing Call Tickets To open an existing call ticket … 1. Select File > Go to Call ID or press on your keyboard. 2. The Go to Call ID dialog box appears.

3. In the text box, type the call ID number you want to open. 4. Click

. The Call Ticket opens in the Call Logging window.

Abandoning Changes to a Call Ticket If updates are made to a call ticket and the updates do not need to be saved, then the changes can be abandoned. To abandon changes to a call ticket … •

While in the Call Log form, select File > Abandon Changes.

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Click the

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Close out of the Call Ticket without saving, and when the “Save Call” dialog box appears, click

button on the toolbar.

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Closing Call Tickets To close a call ticket once it has been resolved … •

Verify all assignments have been resolved.

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Verify the LAST journal entered is a SOLUTION type journal with the description of action taken to close the call in easy to understand terms.

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Select Save and Close Call on either Call Logging, Assignment, or Journal tabs. This button will begin the action task that will copy the solution information in the Solution Journal to the Solution Description on the Call Logging tab, set the Status to Closed and trigger an email to the customer that the call has been closed. The Save and Close Call Action button will not successfully close the call if mandatory fields are not fully completed. Using the File Quick Close is NOT an option as our Solution Description field is not an editable field.

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Reopening a Call Ticket After a call ticket is created, saved and closed, it can be reopened for changes. This can be done by … 1. Finding the Call Ticket. 2. Select File > Reopen Call Record 3. A “Call Logging” dialog will display, asking if you would like to move the solution text to the Journal.

4. If you click • • •

The call status changes to Reopened. The Closed Description and Cause Code are removed and posted to a new journal entry. The Cause Code, Closed Description, Closed By, and Closed Date and Time Fields are cleared form the Call Log form.

5. If you click • •

…

…

The call status changed to Reopened. All other closed information remains in the “closed” fields.

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Updating a Call Ticket An unlocked, non-closed Call Record can be updated. If the Call Record is closed, you may reopen it before updating. Most updates add information to the record providing additional information about the issue and the resolution. To Update a Call Record … 1. Select File > Go to Call ID or press on your keyboard. 2. The Go to Call ID dialog box appears.

3. In the text box, type the call ID number you want to open. 4. Click

. The Call Ticket opens in the Call Logging window.

5. Check the Locked-Unlocked icon to make sure this Call Record is unlocked. 6. Check the Status box to make sure the call is not closed. 7. Click the form tab of the form you want to update. 8. Edit the fields you want to update. 9. Select File>>Save Call Record.

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Locking and Unlocking Call Tickets When someone is working in a Call Ticket, it is automatically locked. It remains locked until the record is saved, closed, or changes are abandoned. During a typical workday, the Call Logging process may see a heavy volume of activity, and calls lock and unlock continuously. Click the ( refresh group ) button to ensure the most recent information is displayed. You cannot unlock a call that is locked by another user. If you attempt to modify a call locked by another user a warning dialog box appears. To Lock or Unlock a Call Record ..

( Lock Control ) button located on the Toolbar. The icon turns from an 1. Click the unlocked padlock to a key. 2. Click again to revert back to the unlocked status OR 1. Select File>>Unlock Call Record. 2. Select File>>Unlock All My Calls.

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Call Log Form The Call Log form is designed to give you the overall status of the call. When you open a new Call Ticket, a blank Call Log form always appears first. Data is then collected and stored in this form.

Some of the form fields that you will encounter are … Field Incident Description Ticket Type Category Call Type Email Subject: Priority

Description This field is a memo field and is used to record the customer described problem. This field is a selection field. It is used to describe what type of call is being entered. This field is a selection field. It is used to record the area of the incident or request. This field is a selection field. It is used to record the more specific area the of the Category. This field is not editable, this is the information received by a user if the call is received by email. This field is a selection field. It is used to set the priority of the call. The priorities are … - 18 of 32 -

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1 - Critical 2 - High 3 - Medium 4 - Low Status Solution Description Work Log Cause Owner Source Target Date:

This field is a selection field. It is used to indicate the status of the call. This field is a memo field and is used to record the solution to the problem. This area is filled by the text of the Solution Journal. This field is a Memo Field – it is read only and is updated by selecting the Update Worklog button in the Action Button area. This field is a selection field. It is used to mark what caused the issue. This field is who created the call ticket. This field is a selection field. It is used to mark how the call ticket was received…. Via phone, email and etc. This is a date field. It is used to set the target date of completion for the HEAT Call.

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Assignment Form The assignment form provides “responsibility” tracking. Using this form helps assure individuals they are aware of their responsibilities. You can have multiple Assignments within one Call Record. This many-to-one relationship capability allows you to track delegated tasks. One person may not always be able to resolve an issue, in which case each assignee would have an Assignment within the Call Record.

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Use the Green Navigation buttons in Action Bar to navigate to various Assignments.

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The grid view displays a list of all the Assignments for the Call Record.

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There are three stages to an Assignment: Creating, Acknowledging, and Resolving. •

Making a New Assignment: The person receiving the call (noted in the Assigned by field) delegates the task to an Assignee.

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Acknowledging an Assignment: The Assignee receives and accepts responsibility for the Assignment. The status of Acknowledgments is often used for reporting purposes to ensure response to all Call Records.

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Resolving an Assignment: The displayed Assignment is completed. This neither affects nor changes the Call Status on the Call Logging form. Additional Assignments can still be unresolved for the same Call Record.

Any of these three actions results in the automatic system stamp of User ID, Date, and Time values in the Call Record. Normally, you can create another Assignment at any time. Call Logging can also notify you of "overdue" Assignments.

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If the call taker cannot resolve an issue on his or her own, that issue can be assigned to someone who can resolve it. HEAT also allows users to assign a Call Record to more than one group with each resolving a designated portion of the issue. Each Assignment and its associated specifics become part of the Call Record. There are multiple ways to create assignments within the HEAT Call Logging system. While the Call Log form is active…. 1. Select File>>Assignment>>New Assignment; This will open a blank assignment screen. or 1. Select the screen.

link in the Action bar. This will open a blank assignment

or

1. Select the button on the Call Log Screen. This will create an assignment to the Group depending on the Call Type. If a group is not assigned to a call type a dialog box with a drop down list will open to select an assignment group. **After using the Create Assignment button always select the Assignment tab to verify the Call Group Assignment is correct. or 1. To Create an assignment to yourself select the button on the Call Log screen. This will create an assignment to yourself and acknowledge the assignment. or

1. On the Assignment tab select the blank assignment screen.

link in the Action bar. This will open a

or

1. Click the Assignment tab, right-click in the background of the Assignment form, and choose New Assignment. 2. The Assignment form automatically opens and fields in the Assigned By area auto-fill with current Call Log information. 3. From the Group drop-down list, select the appropriate group. 4. From the Assignee drop-down list, select the appropriate person. 5. Type any comments or instructions about the Assignment. - 21 of 32 -

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6. Select File>>Save Call Record or select the Save call icon

in the toolbar.

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When you receive an Assignment, your first action is to acknowledge the assignment. Your acknowledgment becomes part of the Call Record, which is stamped with the time and date of your acknowledgement. To Acknowledge an Assignment … 1. In a Call Record assigned to you, click the Assignment tab. 2. From the File menu, select Assignment>>Acknowledge Assignment. Or 2. Click on the

button.

3. The Call Record is updated in the Acknowledged area of the Assignment form with the time, date, and your name. 4. Select File>>Save Call Record or select the Save call icon

in the toolbar.

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When you resolve an Assignment, you can record the resolution in the Call Record. Resolving an Assignment does not close a Call Record. To Resolve an Assignment … 1. In a Call Record assigned to you. 2. Click the Assignment tab. The Assignment form appears. 3. Click the

button.

4. The Call Record is updated in the resolve section of the Assignment form with the date, time and your name. 5. The Resolution area is updated with the status of Completed. 6. Select File>>Save Call Record or select the Save call icon

in the toolbar.

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If an assignment has been mistakenly assigned to you and needs to be reassigned or just needs to be reassigned to someone else then …. Reassigning an Assignment does not close a Call Record. 1. In a Call Record assigned to you. - 22 of 32 -

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2. Click the Assignment tab. The Assignment form appears. 3. Click the

button.

4. The Call Record is updated in the Acknowledge and Resolve sections of the Assignment form with the date, time and your name. If the call was previously acknowledged this section will not be updated. 5. A dialog box will open with a drop-down list of Assignment groups. Select the group to which you would like to assign the call. 6. The Assignment tab will open. At this time you can either select a specific assignee from the assignee dropdown list or leave the assignment to the Group. 7. If an Assignee is selected you must save the Assignment. Go to File>>Save Call Record, or select the Save call icon Assignment tab.

in the toolbar or select the Save button on the

7. An email will automatically be generated either to the Group email or to the specific assignee that a call record has been assigned to them.

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You can abandon an unsaved Assignment. If you have already saved the Call Record, the assignment must be deleted by a HEAT administrator. To Abandon an Assignment … 1. With the Assignment form open, click the

button.

2. Click Yes when asked to confirm abandoning the changes to the current Assignment.

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One Call Record can have multiple Assignments. The best way to view a comprehensive list of these Assignments is in grid view. Each row in the grid represents one Assignment for the selected Call Record. If you double-click an Assignment from the grid view, that Assignment appears in form view. To View Assignments in Grid View … 1. Click the Assignment tab. 2. In the Action Bar select the Grid/Form View Icon. 3. In the grid view, all Assignments for the Call Record appear. Double-click the Assignment you want to view. The selected Assignment appears in form view.

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Journal Forms The fourth Call Record tab displays the Journal form/tab. This form is intended as a memo field providing an area to document the chronological progression of the call resolution. Like the Assignment form, the Journal form also has a many-to-one database relationship for each Call Record. Typically, you would create a Journal entry for each conversation and every major task you perform on behalf of the customer towards issue resolution. Doing so allows multiple people in an organization to work on the call creating exceptional customer service and reduced duplication of effort.

Journals can be seen by anyone using Heat Self Service. If you do not want a Journal to be seen in HEAT Self Service use the Journal type of Internal View Only.

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After the initial call, you should document follow up contacts or actions regarding an issue in the Journal form. There are multiple ways to Create a Journal Entry … 1. Select File > Go to Call ID or press on your keyboard. 2. The Go to Call ID dialog box appears.

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3. In the text box, type the call ID number you want to open. 4. Click

. The Call Ticket opens in the Call Logging window.

5. Select the

button on the Call Logging window or the on the Action Bar.

6. A dialog box will open with a drop down list, select the type of Journal to create.

7. The Journal tab will open with an empty Journal form. or 8. Click the Journal tab, select the

link on the Action Bar.

9. A new Journal form will open. Select the Journal type from the dropdown menu. or 10. Select File> Journal>New Journal Entry. An empty Journal form appears. Select the Journal type from the dropdown menu. or 6. Right-click in the background of the Journal form. 7. Choose New Journal, an empty Journal form will open, select the Journal type from the dropdown menu. 8. In the Journal Type drop-down list, select the correct type. If you selected a Quick Journal, you may or may not have prompt text appearing in the text box. Type additional information relative to this prompt text, or type new journal information. 8. To save the Journal go to File>>Save Call Record, or select the Save call icon the toolbar or select the Save button on the Journal tab.

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If the Email Customer Journal type is selected an email will automatically be sent to the person who generated the HEAT call. - 25 of 32 -

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When the customer responds to the email their response will create a journal and the tech will receive and email notification that the customer has replied.

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You can edit a Journal entry using a cut, copy, or paste function, or you can type additional text into the entry. The edited version of the entry overwrites the previous text when you save the Call Record. To Edit the Journal Entry … 1. Select File > Go to Call ID or press on your keyboard. 2. The Go to Call ID dialog box appears.

3. In the text box, type the call ID number you want to open. 4. Click

. The Call Ticket opens in the Call Logging window.

5. Click the Journal tab. 4. Use the blue navigation arrows on the toolbar or the Green Navigation arrows on the Action bar to find the Journal entry you want to edit, or In the Action Bar select the Grid/Form View Icon.

to see a list of all Journal entries.

6. In the Journal you wish to edit, type new text, or paste copied text. 7. To save the Journal go to File>>Save Call Record, or select the Save call icon the toolbar or select the Save button on the Journal tab.

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Changing the Journal type will clear all text from a Journal. To retain the text copy the text before changing the Journal type then paste the text into the updated Journal.

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One Call Record can have multiple Journal entries. The best way to view a comprehensive list of these entries is in grid view. Each row in the grid represents one entry for the selected Call Record. If you double-click an entry from the grid view, that entry appears in form view.

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Use the Green Navigation buttons in Action Bar to navigate to various Journal entries.

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The grid view displays a list of all the Journal entries for the Call Record.

To View Journal Entries in Grid View … 1. Select File > Go to Call ID or press on your keyboard. 2. The Go to Call ID dialog box appears.

3. In the text box, type the call ID number you want to open. 4. Click

. The Call Ticket opens in the Call Logging window.

5. Click the Journal tab. 5. In the Action Bar select the Grid/Form View Icon. 6. In grid view, all Journal entries for the Call Record appear. Double-click the entry you want to view. The selected entry appears in form view.

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You can abandon an unsaved Journal entry. If you have already saved the Call Record, you must contact the system administrator to have the Journal entry deleted. To Abandon a Journal Entry … 1. With the Journal form open, click the

button.

2. Click Yes when asked to confirm abandoning the changes to the current Journal entry.

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Attachments You can attach a wide variety of files and applications to the database, Customer Records, and individual Call Records. Attachments house additional information pertinent to a Customer Record or Call Record including information found in different file formats, executables containing memos from customers, time sheets from assignees, diagrams of a customer’s installation, video to assist with maintenance, and so on.

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HEAT provides three types of attachments: Call Record attachments: Call Record attachments link files or applications to a single Call Record and you can only view them from that Call Record. The file names are visible on the Attachment bar in the main Call Logging window. Global attachments: Global attachments link files or applications to the entire HEAT database, and you can view them at any time while in Call Logging. They may contain background information such as schedules, release notes, fax documents, internal policies, and so on. Use global attachments to put commonly used utilities within easy reach of everyone who uses Call Logging. Customer attachments (often called Profile): Customer attachments link files or applications to a Customer Profile record. The file names are visible on the Attachment bar in the Customer window. You can also access Profile attachments from the Call Logging window through Customer menu>>Profile Attachments.

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You can add attachments to Call Records and Customer Records using the Attachment bar. To Add an Attachment to a Record … 1. Open a Call Record or Customer Record. 2. Click the Attachment tab. 3. On the Action Bar, click Add File. A file properties dialog box opens

4. Click Browse to browse to the path and file name of the file>Select Open. The file name appears in the Attachment bar. 5. In the Description text box, type a description. Select Add. We have setup \\kisdheat01\Call_Attachments as a shared location for attachments.

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6. To copy the attachment to the central location specified by your system administrator, select the Copy Attachment check box. 7. Click OK.

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You can only edit the Description of attachments. To Edit an Attachment … 1. Open a Call Record or Customer Record. 2. Select the Attachment tab. 3. A grid view of the attachments will show. Select the attachement you wish to edit. 4. On the Action Bar select Modify. 5. A dialog box will open; edit the description area. 6. Click OK. 7. To save the Call Record go to File>>Save Call Record, or select the Save call icon in the toolbar.

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If you have attached a file to a Call Record but no longer need the file, you can remove it If you have permissions to remove an attachment. If you do not have permission the Delete action will be grayed out and you must contact a system administrator to have the attachment deleted. To Remove an Attachment … 1. Open a Call Record or Customer Record. 2. Select the Attachment tab. 3. A grid view of the attachments will show. Select the attachment you wish to delete. 4. On the Action Bar select the Delete link. 5. A dialog box appears confirming you want to delete the attachment. Click Ok. 6. To save the Call Record go to File>>Save Call Record, or select the Save call icon in the toolbar.

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Searching The ability to efficiently handle business relies on quick retrieval of critical information. Call Logging supplies several ways to find information in the database; they range from very simple searches to complex searches based on intricate Boolean expressions. Search methods include: Simple Search: A Simple Search expedites locating Call Records with a single common feature; that is by a condition. The system administrator determines the group of criteria from which you can select your simple search condition. Browsing: You can locate a specific Call Record by browsing through the Call Group. Go To Call ID: You can pull up a specific Call Record by its Call ID if you know that ID off the top of your head.

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A simple search looks for all Call Records with a common feature. You can create a Call Group to search for a value from a single field using Simple Search—for example, you can search for all Call Records having the word printer as part of the call description. To Perform a Simple Search … 1. From the Group menu, select Simple Search. 2. Select a field to search from the submenu.

3. A dialog box will open that will allow to you select the parameters you would like to search.

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Or 1. To perform a simple search on a field in a Call Record, place the insertion point in it. 2. Right-click. Select Simple Search from the short cut menu.

3. In the Operator drop-down list, select a logical operator. 4. Click Browse to select a value for the search. The Validate from "x" dialog box appears. 5. Highlight the data you want to locate. 6. Click OK. 7. To search all call records uncheck the check box next to the” Narrow an Open Call Group”. This setting indicates you want to refine the search within a specific Call Group. If you choose to narrow the search, select the narrowing criteria using the drop-down list. 8. Select the Create a New Call Group check box to indicate you want to create a new Call Group from the query results after running a simple search. 9. Click Run to begin the search.

@.!>Go To Call ID. The Go To Call ID dialog box appears. 2. In the Call ID text box, type the Call ID you are looking for. 3. Click Open. The Call Record you selected appears in the main Call Logging window.

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Printing Call Logging allows you to print Call Records.

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You can print the currently active Call Record. A Call Record must be saved before it can be printed. To Print a Call Record … 1. In the main Call Logging window select File>>Print. The Print dialog box appears.

2. Select areas of HEAT record to print. 3. Select Selection Spacing. 4. Select Header Info. 5. Click OK 6. On a Mac system a PDF will open in Acrobat. 7. In Adobe Acrobat, Select File Print. 8. In the Print Dialog box verify Printer, click Print.

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