HEAT User Guide. Version 9.5 3/10

Transcription

1 HEAT User Guide Version 9.5 3/10

2 ii Notices Copyright 2010 FrontRange Solutions USA Inc. All Rights Reserved. The Sentry Spelling-Checker Engine Copyright 1999 Wintertree Software Inc. The HEAT Web-based Call Logging product may contain the following and other open source components: GWT-Ext, Copyright (c) GWT-Ext LLC. which is licensed under the GNU LESSER GENERAL PUBLIC LICENSE v3.0; Hibernate, Copyright 2006, Red Hat Middleware, LLC. which is licensed under the GNU LESSER GENERAL PUBLIC LICENSE v3.0; itext Copyright (c) by Bruno Lowagie and Paulo Soares. All Rights Reserved. which is licensed under the GNU LESSER GENERAL PUBLIC LICENSE v2.1; javassist Copyright (c) Shigeru Chiba. All Rights Reserved. which is licensed under the GNU LESSER GENERAL PUBLIC LICENSE v2.1; antlr Copyright (c) , Terence Parr. All rights reserved. asm Copyright (c) INRIA, France Telecom. All rights reserved. dom4j Copyright (c) MetaStuff, Ltd. All Rights Reserved. jaxen Copyright (c) The Werken Company. All Rights Reserved. Slf4j-1.5 Copyright (c) QOS.ch. All rights reserved. Joda Time Copyright (c) Stephen Colebourne c3p Machinery For Change, Inc. USE OF THIS SOFTWARE AND ITS RELATED USER DOCUMENTATION IS SUBJECT TO THE TERMS AND CONDITIONS OF THE APPLICABLE END-USER LICENSE AGREEMENT (EULA), A COPY OF WHICH IS FOUND IN THE USER DOCUMENTATION FOLDER INCLUDED IN THE SOFTWARE. YOU MUST AGREE TO THE TERMS AND CONDITIONS OF THE EULA IN ORDER TO USE THIS SOFTWARE. IF YOU DO NOT AGREE TO THE TERMS AND CONDITIONS OF THE EULA, RETURN THE UNUSED SOFTWARE WITHIN THIRTY (30) DAYS OF PURCHASE IN ITS UNOPENED PACKAGE TO THE PLACE FROM WHICH YOU OBTAINED IT FOR A REFUND (MINUS ANY RESTOCKING FEE). WARNING: The software described in this manual and its related user documentation are protected by copyright law. In no event, shall any part of the related user documentation be copied, reproduced, distributed, transmitted, stored in a retrieval system, or translated into any language, without the express written permission of FrontRange Solutions USA Inc. FrontRange Trademark Information The following are trademarks of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries: FrontRange Solutions, FrontRange, GoldMine, GoldSync, GoldMine Answer Wizard, GoldMine Management Intelligence, GoldMine Manager s Console, igoldmine, HEAT, HEAT Service & Support, HEAT PowerDesk, iheat, HEAT Self Service, HEAT Manager s Console, HEAT Answer Wizard, HEAT Quick Start Wizard, InfoCenter, Automated Processes, First Level Support, enteo, DeviceWall, Centennial Discovery, Discovery Dashboard, MicroAudit, SAM and other FrontRange products and brands. Other Trademark Information Microsoft products, brands and trademarks, including Microsoft, Windows, Windows Server, Windows Vista, SQL Server, and Internet Explorer, are the property of Microsoft Corporation in the United States and/or other countries. Other products and brands are the trademarks of their respective owners or companies. Contact FrontRange Solutions USA Inc. at our Web site: (Jan 2010)

3 Table of Contents Welcome to Call Logging What s New Getting Started Launch and Log On to Call Logging Shortcut Keys Navigate Call Logging HEAT Dashboard Call Logging Main Window Menu Bar Toolbar Call Status Banner Tabbed Layout InfoCenter Call Record Tab Bar Call Record Controls Attachments Toolbar Status Bar How Call Logging Works Key Terms and Concepts Visualizing the Call Logging Flow How Call Logging Works with Other Modules Call Records Working with Call Records Open Call Records Create New Call Records Save Call Records Close Call Records Reopen Call Records Update Call Records Delete Call Records Lock and Unlock Call Records Put Call Records On Hold Create Alarms Working with a Subset

4 iv Table of Contents Working with the Call Log Form Working with the Detail Form Working with the Assignment Form Working with the Journal Form Track Call Records Working with the Activity Log Call Transfer Logs Call Groups Create Call Groups Simple Search Boolean Search Working with Call Groups Open Call Groups Edit Call Groups Delete Call Groups Restore Saved Call Groups Save Call Group after Running Refresh Call Groups Remove Calls from Call Groups Create Toolbar Buttons for Call Groups Hot Lists Working with My Hot List Working with Hot Lists Create Hot Lists Add Call Records to Hot Lists Remove Calls from Hot Lists Delete Hot Lists Customer Records Profile Form Contacts Form Configuration Form Call History Form Customer Groups Create Customer Groups Working with Customer Groups Open Customer Groups Edit Customer Groups Delete Customer Groups Create Toolbar Buttons for Customer Groups Attachments Record Attachments Global Attachments HEAT

5 Table of Contents v Searching Quick Search Simple Search Search Using the Find Command Search by Browsing Search Using Go To Call ID Boolean Search HEAT Plus Knowledge (HPK) First Level Support (FLS) InfoCenter HEATBoard Create HEATBoard Issues Designate a Lead Call Link Calls to HEATBoard Issues Call Map AutoTasks Working with AutoTasks Create AutoTasks Edit AutoTasks Copy AutoTasks Delete AutoTasks Run AutoTasks Work with AutoTask Folders Create AutoTasks Toolbar Buttons Import AutoTasks Export AutoTasks AutoTask Actions Create Activity Log Record Create an Alarm Create Assignment Create Call Create Configuration Create Contact Create Customer Login Create Journal Create Profile Display Message Box Execute External Service Request Goto Call(Ticket) HEATBoard Issue If Field is Empty Statement If Statement Jump to a Control Print Information Run an AutoTask Run a Program Send a Broadcast Administrator Guide

6 vi Table of Contents Send a Message Update Call Update Configuration Update Contact Update Customer Login Update Profile Web Browse Write a File to Disk Advanced AutoTask Features Customizing Call Logging Set User Preferences Display Preferences Grid Settings SupportMail Preferences MAPI/Lotus Preferences GroupWise Preferences POP/SMTP Preferences Location Preferences Path Preferences Sound Preferences Prompt Preferences HEATBoard Preferences Call Map Preferences Customize/Create Toolbars Table Maintenance Adding Values On the Fly Table Maintenance Smart Prompts Asset Configuration Reporting Working with Report Shortcuts Add Report Shortcuts Run Report Shortcuts Copy Report Shortcuts Edit Report Shortcuts Delete Report Shortcuts Set Default Report Shortcuts Add, Rename, Delete Report Shortcut Folders Create Toolbar Buttons for Report Shortcuts Running Crystal Reports SupportMail Setting Up SupportMail Navigating the SupportMail Interface Creating SupportMail Groups Creating New Folders in SupportMail Sending an through SupportMail HEAT

7 Table of Contents vii Broadcast Messages Printing Print Preview Print Call Records in Form View Print Call Records in Grid View Export Call Records Print by Call Group MobileHEAT Create the MobileHEAT Data Source and Database Copy the MobileHEAT Database to the Remote Transfer Call Records HEAT Integration with GoldMine How Integration Works Advantages of Integration Integrating GoldMine with HEAT Resources Additional Documentation A-1 Contact Us A-2 Index Administrator Guide

8 viii Table of Contents HEAT

9 1 Welcome to Call Logging Call Logging is the principal module for your HEAT system, providing all the tools you need to effectively track and resolve your organization s important issues. Features include an internal mail program, an InfoCenter for posting important customer and company information, AutoTasks for executing actions automatically, Call Groups for managing issues, extensive reporting features to help you keep abreast of your organization s performance, and much more. With Call Logging you can: Create multiple Assignments for one call, enabling the most qualified personnel to address and resolve specific facets of the issue in question. Refer to "Create a New Assignment". Create a Journal entry each time there is contact with the employee or customer so that you have a complete record of the tasks performed on behalf of that employee or customer. Refer to "Working with the Journal Form". Define Call Groups and Customer Groups using Boolean or Simple Searches to create specific collections of issues for your review. For example, you could define a Call Group of all open issues with a Call Type of Asset Issue. Refer to the Simple Search and Boolean Search procedures in "Call Groups" and "Customer Groups". Keep apprised of issues that affect the organization using HEATBoard. Refer to "HEATBoard". Create AutoTasks (a series of steps linked together to accomplish an action) and assign the AutoTasks to a toolbar button for quick access. Refer to "AutoTasks". Customize settings in Report Shortcuts so the reports you run most often are saved and ready for use at a moment's notice. Refer to "Add Report Shortcuts".

10 1-2 Welcome to Call Logging What s New Tutorials: Introducing HEAT tutorials in the online help, which will eventually become a library of tutorials. Refer to the Call Groups: Create Call Groups: Boolean Search online help topics to view a tutorial showing how to create a Call Group using a Boolean search, and refer to the InfoCenter online help topic to view a tutorial showing how to hide, float, and redock the InfoCenter. Dashboard enhancements: Now displays My Active Incidents and allows you to modify which elements display in the Dashboard. Refer to "HEAT Dashboard". Tabbed layout: User Preferences enable you to display Call Groups, SupportMail, and My Hot List as tabs. Refer to "Display Preferences". Repositioned toolbar: The Call Record Controls toolbar has been relocated from the bottom of the screen to the right of the Call Record Tab Bar. The Lock/unlock calls button has been added to the main toolbar. Attachments toolbar moved and new Attachments tab: The Attachments toolbar has been moved to a position above the main toolbar, below the menu bar at the top of the Call Logging screen. You can also customize this toolbar (refer to "Attachments Toolbar" for details). An Attachments tab has been added, listing the attachments to the record. There is also an Attachments tab in the Profile screen. Refer to "Attachments" for more information. Enhanced Execute External Service Request AutoTask action: Selects a third-party application to exchange information with HEAT utilizing.net capability. Refer to "Execute External Service Request". Enhanced features: SupportMail and the Send a Message AutoTask action allow htmlformatted . The Send a Message AutoTask action allows you to specify a From and Reply to address. Refer to "Sending an through SupportMail" and the "Send a Message" AutoTask action procedure. From and Reply to addresses can also be specified globally for a number of protocols available in Call Logging. Refer to "MAPI/ Lotus Preferences" and "POP/SMTP Preferences". HEAT

11 2 Getting Started The following topics describe how to: Launch and Log On to Call Logging. Use Shortcut Keys in the various HEAT modules. Navigate Call Logging (which includes information about menus, toolbars, and tabs).

12 2-2 Getting Started Launch and Log On to Call Logging To Launch Call Logging: 1. Select Start>Programs>HEAT>Call Logging. 2. The HEAT Service & Support Data Source dialog box opens. Specify the data source to use. 3. Select Automatically use this Data Source in the future if you want to always use the designated data source. Note: If you make this selection, the HEAT Service & Support Data Source dialog box no longer opens when launching Call Logging. You can still change the data source on the Location tab under Edit>User Preferences; refer to "Location Preferences" for details. 4. Click OK. The Call Logging log on window opens. 5. Type your User ID and Password. Click OK. The Call Logging main window opens, displaying the Call Log form, with the HEAT Dashboard dialog box open (refer to "HEAT Dashboard"). Note: After your initial log on, the Restore Saved Groups dialog box may open upon subsequent logons, asking if you want to Restore saved groups from previous session. If you answer Yes, the last active Call Group displays. HEAT

13 Shortcut Keys 2-3 Shortcut Keys HEAT provides access to common functions and commands with keyboard shortcut keys. Core HEAT Function Copy Cut Delete character to the left Delete character to the right Move back one field Move cursor one word to the left Move cursor one word to the right Move cursor to beginning of text field Move cursor to beginning of the line Move cursor to end of text field Move cursor to end of the line Move cursor to next field Move cursor within a field Paste Scroll text in a memo field Undo Key Ctrl+C Ctrl+X Backspace Delete Shift+Tab Ctrl+left arrow Ctrl+right arrow Ctrl+Home Home Ctrl+End End Tab left arrow and right arrow Ctrl+V up arrow and down arrow Ctrl+Z Call Logging Function Alarms Assignment Assignment, Acknowledge Assignment, New Assignment, Resolve Call, First Call, Last Call, Next Call, Previous Call Group, Close Key Shift+F11 Alt+3 Shift+F2 Ctrl+A Ctrl+Shift+F2 Shift+F7 Shift+F8 F8 F7 Ctrl+F4 User Guide

14 2-4 Getting Started Function Call Group, Open Existing Call ID, Go to Call Log Call Map, Go to Call on Hold, Place Call Record Browse, Display Call Ticket Report, Run Clear a Date or Time Field Counter Field, Decrement Counter Field, Increment Crystal Decisions Crystal Reports Customer Types, Change Detail Display Calendar in Date Field Fill in System Date/Time First Level Support (FLS) HEATBoard Current Call Information HEATBoard, Go to Help InfoCenter, Show Journal Moves between Call Groups My Hot List, Add Call New Call New Journal Next Assignment/ Journal Previous Assignment/ Journal Print Active Call Group Print Call Ticket Profile Quick Close Refresh Call Record Refreshes Active Call Group Key Ctrl+O Ctrl+G Alt+1 Ctrl+Alt+M Ctrl+H Ctrl+B Ctrl+Alt+R F2 - (numpad) + (numpad) Ctrl+D Ctrl+T Alt+2 F4 F3 Ctrl+F Ctrl+Alt+C Ctrl+Alt+B F1 Ctrl+Alt+I Alt+4 Ctrl+Tab Ctrl+M Ctrl+N Ctrl+J Ctrl+Page Down Ctrl+Page Up Ctrl+Shift+P Ctrl+P F5 F10 Ctrl+F5 Ctrl+E HEAT

15 Shortcut Keys 2-5 Function Run Crystal Report Run/Edit Report Shortcut Save Search, Perform Spell Check Subset, Autosize SupportMail Toggles between upper and lower panes Un/Lock Call Record Validations Key Ctrl+Shift+D Ctrl+Alt+D Ctrl+S Ctrl+Shift+S Shift+F9 F12 F11 F6 Ctrl+L F9 SupportMail Function Attached Call, Go to Broadcasts Forward Mail Message, new Move Refresh Messages Reply to Sender Key Ctrl+A Ctrl+B Ctrl+F Ctrl+M Ctrl+V Ctrl+E Ctrl+R Alert Monitor Function Define a Call Group Alert Define a System Message Alert New Alert Definition Open a Call Group Alert Definition Poll Now Save Start Polling Toggles between At and Away from Desk Key Ctrl+G Ctrl+M Ctrl+N Ctrl+O F5 Ctrl+S F2 F7 User Guide

16 2-6 Getting Started Function Toggles between upper and lower panes View Alert Summary View Journal Entries Key F6 F8 Ctrl+J First Level Support (FLS) Function Add Child Collapse branch Edit Exit Expand branch Expand one level Find New Open Print Save Key Ctrl+A - (numpad) F2 Alt+F4 * (numpad) + (numpad) F3 Ctrl+N Ctrl+O Ctrl+P Ctrl+S HEAT

17 Navigate Call Logging 2-7 Navigate Call Logging To navigate through Call Logging, you should become familiar with the: HEAT Dashboard - Enables you to view at a glance My Groups, HEAT Broadcasts, My Active Incidents list, and call/incident metrics. Call Logging Main Window - Contains navigation components such as the Menu bar, InfoCenter, and a number of toolbars and controls. HEAT Dashboard The HEAT Dashboard dialog box opens over the Call Log form when you first log on to HEAT, and can be subsequently accessed via the View menu or by pressing Ctrl+F12. The Dashboard provides a one-stop location for common views and metrics: My Groups section - Enables users to add personal call group icons, allowing for quick access to commonly used groups. Note: When creating or editing a Personal Call Group, the Display on HEAT Dashboard check box must be selected in order for the group to be visible on the Dashboard. Refer to the online help topic "Create Call Groups" for more information. HEAT Broadcasts section - Enables users to view and maintain HEAT broadcasts. Displays My Active Incidents list and three commonly used metrics: Active Incidents by Priority, Active Incidents by Call Type, and Total Calls by Month. The list and metrics are interactive, allowing users to open the specific record or group of records by clicking the corresponding record or area of the metric. The columns in the My Active Incidents list can be sorted by clicking the column header. User Guide

18 2-8 Getting Started Note: The display of the Active Incidents by Priority metric requires the Priority field (which is not a HEAT system field). If the HEAT system does not have a Priority field, users will receive an error when opening the HEAT Dashboard. Use the Refresh button to refresh the Dashboard display, especially receiving a new incident assignment or after creating a new Personal Call Group to display in the My Groups section. Modify Display Any of the views and metrics can be removed from display on the Dashboard, so you can display on the Dashboard only the information you need to see: 1. Click the Settings down arrow at the bottom left of the Dashboard. 2. Deselect the check box next to the item you want to remove from display. Disable Dashboard To prevent the dashboard from opening when you log on to Call Logging: 1. Select Edit>User Preferences. 2. Click the Display tab. 3. Deselect the Show Dashboard at Startup check box. 4. Click OK. Note that you can still reopen the Dashboard at any time from the View menu. Call Logging Main Window The Call Logging main window contains components to help you access information and commands in Call Logging. Components include: Menu Bar Toolbar Call Status Banner Tabbed Layout InfoCenter Call Record Tab Bar Call Record Controls Attachments Toolbar Status Bar Menu Bar The dockable menu bar provides access to Call Logging functions (dock the menu bar to the bottom, top, or either side of the Call Logging main window by dragging the bar to the desired location). Menus include: File Menu - Accesses commands for manipulating Call Records such as saving, locking, printing, viewing attachments, etc. Edit Menu - Accesses commands for manipulating record data, as well as commands for customizing your user preferences, toolbars, field validations, etc. View Menu - Accesses commands for displaying the different Call Record forms, components of the Call Logging window, SupportMail, alarms, and Activity Logs. HEAT

19 Navigate Call Logging 2-9 Group Menu - Accesses commands for finding Call Records and managing Call Groups. Customer Menu - Accesses the four Customer Record forms for the selected customer, as well as Profile attachments and Simple Search options. Solution Menu - Provides additional search methods and launches the loaded knowledge base. Accessory Menu - Accesses commands for table maintenance, the HEATBoard, asset configuration, functions, etc. Report Menu - Accesses commands for managing reports. AutoTask Menu - Accesses commands for managing AutoTasks and lists the available AutoTasks. Window - Accesses display options for information in the Call Logging window. Help - Opens online help, a link to the FrontRange Solutions Home Page, and information about the application. Note: When a Customer Record is active in the Call Logging main window, the toolbar and menu bar change to accommodate customer-specific commands (for example, the Group menu accommodates Customer Groups and the AutoTask menu accommodates customer AutoTasks) You can also use shortcut keys to access the menu functions (refer to "Shortcut Keys"). Some of the individual options under each menu item also have shortcut keys; they appear to the right of the option. File Menu This menu accesses commands for manipulating Call Records such as saving, locking, printing, viewing attachments, etc. Menu items include: New Call Record - Opens a new, empty Call Record applying the next available Call ID number. You can also click the New Call Record button on the toolbar. Save Call Record - Saves the current Call Record to the database. You can also click the Save Call Record button on the toolbar. Lock/Unlock Call Record - Locks or unlocks the current Call Record. Locking a Call Record means that only one person is allowed to modify the Record at any given time. This helps prevent Call Record information from being overwritten in the database. You can view a listing of all locked calls by selecting Accessory>Locked Calls. Unlock All My Calls - Unlocks all of the current user's Call Records. Users are the only ones who can unlock their own calls. A Call Record is unlocked automatically when you save or close the call, or when you click the Lock button. Customer Type - Opens the Customer Type dialog box, in which you can select the Customer Type for a new Call Record (such as Company, Employee, and Equipment). When you make this selection, place your cursor in a validated field in the Subset and press F9 to see validated values specific to the Customer Type. Reopen Call Record - Reopens the selected Call Record. Use this option when you need to modify a closed Call Record. When you select this menu item, the Call Status changes to Reopened and a Journal entry is created with the Closed Description and Cause Code. In addition, the Cause Code, Closed Description, Closed By and Closed Date/Time fields in the Call Record are cleared. Quick Close - Automatically populates the Closed fields and closes the Call Record. Using Quick Close prompts you to fill in any blank required fields and changes the Call Status to Closed. It also stops the Stopwatch and automatically populates the Closed By fields with your Login ID and the current date/time. You can also click the Quick Close toolbar button. User Guide

20 2-10 Getting Started Put Call on Hold - Places the current Call Record on hold. You can only put unsaved Call Records on hold. Call Logging allows you to put 15 unsaved calls records on hold at a time. Calls that are on hold are contained in a Calls On Hold Call Group. Any Call Records contained in this group are only available on the local machine. If your Calls On Hold Call Group is empty, the menu item is not available. Go to Call - Opens the Go to Call ID dialog box, enabling you to search for a Call Record. Abandon Changes - Abandons changes you have made to unsaved Call Records. Delete Call Record(s) - Deletes the Call Record from the database. Use caution when deleting a Call Record, since deleting a Call Record is permanent. The Call Record must be recreated if you discover it was deleted in error. Remove Call from Group - Temporarily removes the Call Record from its current group. For example, you can remove a Call Record from its group while you archive old data, work within the Call Group, or display the calls you have not worked on yet. You can also remove calls from your Hot List in order to print only the remaining calls in the Call Group. New Broadcast - Opens the Create Broadcast dialog box, enabling you to use a broadcast message to alert everyone logged onto Call Logging of an important business issue or event. Assignment/Journal - Accesses a submenu with options to add, delete, and edit Assignments and Journal entries. Print - Accesses the Print submenu containing options to Preview the Printout or print the Call Ticket, Group, or Grid: Preview - Allows you to view the Call Record as it will appear on the hard copy. Call Ticket - Opens the Print Call Ticket dialog box, enabling you to select the sections of the Call Record you want to print, the section spacing, the header information, and the printer. Group - Prints the currently displayed group of Call Records using the same print parameters selected for a single record. Grid - Prints the currently displayed grid. Make sure the cursor is within an active grid window. Print Setup - Opens the Print Setup dialog box, enabling you to specify printers, paper selection and orientation, as well as access advanced print properties. Grid Page Setup - Opens the Grid Page Setup dialog box, in which you can specify headers, footers, margins, and fonts. Reset Column Width - Resets the column widths in grid view to their original settings. Attachments - Accesses the Attachments submenu containing options to add, edit, and remove Attachments and add Global Attachments. Exit - Closes the Call Logging application and logs you out of the database. Closing Call Logging any other way does not log you out of the database. IMPORTANT: When a Customer Record is active in the Call Logging main window, the File menu changes to accommodate commands specific to Customer Records. HEAT

21 Navigate Call Logging 2-11 Edit Menu This menu accesses commands for manipulating record data, as well as commands for customizing your user preferences, toolbars, field validations, etc. Menu items include: Undo - Reverses the last activity performed on the Call Record. Cut, Copy, Paste - Accesses standard word processing features. Validate Field - Calls the validation grid for the active field. You can also open the validation dialog boxes by pressing F9 while your cursor is in the field you need to validate. Note: Call Logging stores information in database tables. This information appears in several fields on the Call Logging form. A field requiring information from one of these tables is called a validated field. When you import information from a table into a validated field, HEAT may auto-fill other validated fields with information from the table. Spell Check - Accesses standard spell-checking features. Spell Check scans all words within the active field. You can also access Spell Check by selecting the associated button on the toolbar. Stopwatch - Accesses the Stopwatch submenu where you can start, stop, and edit the Stopwatch included with Call Logging. The Stopwatch value is displayed on the Call Status Banner and keeps a running total of the time spent modifying the Call Record. It starts automatically whenever a change is made to a Call Record field or when a field is validated. It stops automatically whenever changes are abandoned, the Call Record is saved, or the Call Record is closed. Count - Accesses the Counter submenu where you can edit the counter included with Call Logging. You can use the Call Counter to keep track of the number of calls about a single incident. Instead of creating new Call Records for each incoming phone call, the Counter of the initial record is incremented. User Preferences - Opens the User Preferences dialog box, enabling you to customize many features in HEAT. Doing so determines how Call Logging behaves on an individual workstation. Most of the options that you can set in User Preferences apply to any HEAT user opening Call Logging on that computer. Many of the settings are saved in the registry key on the local workstation. Toolbar - Accesses the Toolbar submenu where you can customize your Call Logging toolbars. The toolbar settings travel with the user to any workstation the user logs on to. IMPORTANT: When a Customer Record is active in the Call Logging main window, the Edit menu changes to accommodate commands specific to Customer Records. View Menu This menu accesses commands for displaying the different Call Record forms, components of the Call Logging window, SupportMail, alarms, and Activity Logs. Menu items include: Call Log - Changes the display to the Call Log form (the Call Log form is the default display when you launch Call Logging). View Detail - Changes the display to the Detail form. Assignments - Changes the display to the Assignment form. Journal - Changes the display to the Journal form. Attachments - Changes the display to the Attachments tab. Grid - Toggles between the grid view and the form view (this menu option is only available on the Assignment and Journal tabs). User Guide

22 2-12 Getting Started Call Status Banner - Toggles the visibility of the Call Status Banner. Status Bar - Toggles the visibility of the status bar. Toolbar - Opens the Toolbars dialog box, enabling you to see the toolbars that are active, and turn them on or off. The Toolbars are customizable features in HEAT. You can select which buttons are displayed or create new buttons for AutoTasks, Call Groups, etc. InfoCenter - Accesses InfoCenter display commands including Show InfoCenter, Show Call Map, Show HEATBoard, Go to Call Map, and Go to HEATBoard. SupportMail - Accesses the SupportMail window with full functionality. SupportMail can send and receive messages both within the HEAT system and within external systems. Alarms - Opens the Alarms dialog box, enabling you to create personal reminders to take action at some future time. Alarms are an extension of SupportMail. Because a Call Record can be attached to an alarm, the user can then easily retrieve the associated call when the alarm triggers to check its latest status. Activity Log - Opens the Activity Log. The Activity Log is used to track events associated with a Call Record. When this feature is turned on by the HEAT administrator, Call Logging creates a new Activity Log entry whenever you work on the call. Dashboard - Opens the HEAT Dashboard. IMPORTANT: When a Customer Record is active in the Call Logging main window, the View menu changes to accommodate commands specific to Customer Records. Group Menu This menu accesses commands for finding Call Records and managing Call Groups. Menu items include: New Call Group - Opens the New Call Group dialog box, in which you can define the search criteria for a new Call Group. Open Call Group - Opens the Open Call Group dialog box, enabling you to open an existing Call Group. Simple Search - Accesses the Simple Search submenu that lists the defined Simple Searches. Using this menu item creates a Call Group based on one value from a single field. Close Call Group - Closes the active Call Group. Work Group - Accesses all of the Call Records you created, modified, or opened during your current working session. Calls on Hold - Shows all of the unsaved Call Records you placed on hold. My Hot List - Accesses Call Records that you added to your personal Hot List. The My Hot List Call Group is the only Call Group in which you cannot use search expressions to create the group. Calls must be added manually. You can add any call including those from different Customer Types. Save Criteria - Saves changes you have made to a Call Group's search criteria. Save Criteria As - Saves search criteria. Use this feature when you have edited a Call Group's search criteria and you do not want to alter the original Call Group. This creates a new Call Group that uses the new criteria and leaves the original Call Group intact. Edit Group Criteria - Accesses a Call Group's search criteria for editing purposes. After you have edited the criteria, you can either save over the old criteria or save the altered criteria as a new Call Group. HEAT

23 Navigate Call Logging 2-13 Refresh Group - Refreshes the Call Group. This retrieves any records back into the Call Group that were temporarily removed with the Remove Call from Group command on the File menu. The Refresh Group menu command forces the system to re-query the database and update the Group window. Call Record Navigation - Navigates through Call Records. Accesses First, Previous, Next, and Last commands. Call Record Browse - Displays a grid of Call Records in the currently displayed Group. This is a grid view of the group's CallLog table entries. Refresh Call Record - Refreshes the current Call Record. Add Call to My Hot List - Manually adds a Call Record to your default Hot List. Add Call to Hot List - Accesses the New Hot List submenu where you can add a Call Record to a new Hot List. Remove Call from Hot List - Removes a Call Record from a Hot List. IMPORTANT: When a Customer Record is active in the Call Logging main window, the Group menu changes to accommodate commands specific to Customer Records. Customer Menu This menu accesses the four Customer Record forms for the selected customer, as well as Profile attachments and Simple Search options. Menu items include: Profile - Provides access to the customer's Profile record for the currently displayed Call Record. A Profile record contains all relevant information about a customer or employee. Contacts - Displays the list of Contacts associated with a customer in grid view. The form view displays an individual's contact information associated with the customer (for example, an employee who works for an organization). The contact information can be stored within the HEAT database in a local validation table or in an external database. Configuration - Accesses Configuration Records for the customer listed in the Subset of the currently displayed Call Record. A single Customer Record can have multiple Configuration Records associated with it. Call History - Displays the Call History grid view for the customer that is currently displayed. Simple Search - Accesses a submenu listing simple search criteria. This option is also used to define Call Groups based on a simple search (such as search for all open Call Records). Search - Locates a Customer Record with a Boolean search. This search is independent of the currently displayed record. You can search for either Profile, Contact, Configuration or Call History records. Profile Attachments - Sometimes called Customer attachments, Profile attachments link files or applications to a Customer Profile record.you can also access Profile attachments from the Call Logging window through Customer>Profile Attachments. User Guide

24 2-14 Getting Started Solution Menu This menu provides additional search methods and launches the loaded knowledge base. Menu items include: Perform Search - Begins a search based on the words highlighted in the Call Description field. Once the knowledge engine finishes the search, the FLS button on the toolbar changes from a tree to a light bulb. Click the light bulb button to view the Search Results dialog box. Additional Search - Performs another search by allowing you to customize the query using selected information in the current Call Record. Auto Search - Switches Auto Search on/off enabling HEAT to periodically launch searches using information from the current Call Record. Auto Populate - Automatically creates a node or article within the knowledge tree of a knowledge base and fills it with information from preselected Call Logging fields (specified as autopopulate defaults by the HEAT administrator). First Level Support or - Launches the knowledge base linked to Call Logging. Accessory Menu This menu accesses commands for table maintenance, the HEATBoard, asset configuration, functions, etc. Menu items include: Table Maintenance - Opens the Table Maintenance dialog box, enabling you to directly edit the validation tables in the HEAT database. Asset Configuration Window - Accesses a submenu where you can select from Maintenance or Transfer Assets. Maintenance - Opens the Asset Configuration Maintenance dialog box, which provides the interface for managing asset details. You can locate an asset, add a new asset, associate an asset with a customer, delete assets, modify an existing asset, create a new call for an asset, or select an asset and add it to the currently active call record. Transfer Assets - Opens the Asset Configuration Maintenance dialog box, in which you can manage asset ownership. It provides an interface for performing three actions: moving an asset to another customer, copying an asset to another customer, and deleting an asset Call Transfer - Transfers copies of Call Records by transferring data in the record through an system format, which in turn is reconstructed at another HEAT installation or by transferring to any other application able to custom process message text data in an format. Locked Calls - Displays a list of the calls currently locked in the system. HEATBoard - Accesses functions within the HEATBoard. For example, you can view the current call's information, view details about the issue, link and unlink the current call, set the lead call, open the group, close linked calls automatically with the AutoClose feature, edit a HEATBoard issue, delete a HEATBoard issue, or add a new HEATBoard issue. Mail - Accesses the Mail submenu where you can access the commands to send mail and to view attached messages. MobileHEAT-Transfer Calls - Transfers any new or modified Call Records to the main HEAT database, as well as other system maintenance functions. Call Transfer (often called synchronization) with the main HEAT system can occur at any time and may be accomplished via a direct network connection or through a modem/wan link. HEAT

25 Navigate Call Logging 2-15 Set up MobileHEAT Database - Starts the set up procedure. The process of creating a new database and its associated Microsoft Access data source will take several minutes to complete, depending upon the size of the original database. Report Menu This menu accesses commands for managing reports. Menu items include: Run Call Ticket Report - Runs a Call Ticket Report based on the defaults that you set from the Defaults menu in the Run/Edit Report Shortcuts dialog box. This menu item becomes available after you set the default report for a Call Type or for all Call Tickets through the Run/Edit Report Shortcuts command. The Call Ticket Report can be set up to automatically print, to display in the window, to export to a file or application, or to prompt you at runtime for specifications. Manage Reports - Opens the Manage Reports dialog box, in which you can run, add, edit, delete, or copy the shortcut to another view. Run Crystal Report - Opens the Run Crystal Report dialog box, in which you can run an existing Crystal Report. Click the Browse button to navigate to an existing report and select from the Print, Selection Formula, and Data Source options listed. Crystal Decisions Crystal Reports - Opens the Crystal Reports Program Location dialog box, in which you can browse to and open a Crystal Report. AutoTask Menu This menu accesses commands for managing AutoTasks and lists the available AutoTasks (and/ or AutoTask categories). AutoTasks automate routine Call Logging activities and combine multiple operations within one task. In addition to the list of AutoTasks and categories, menu items include: Manage AutoTasks - Opens the Manage AutoTasks dialog box, in which you can run, add, edit, or delete AutoTasks. This dialog box also lists the defined AutoTasks within Call Logging. In addition, you can assign a toolbar button to an AutoTask in this dialog box. Import - Opens the Import dialog box, enabling you to import AutoTasks exported from another HEAT system. Export - Opens the Export dialog box, enabling you to export existing AutoTasks. IMPORTANT: When a Customer Record is active in the Call Logging main window, the AutoTask menu changes to accommodate commands specific to Customer Records. User Guide

26 2-16 Getting Started Toolbar Use the customizable, dockable toolbar to access common commands. These options are also available in the Call Logging menu bar. Note: You can create a new toolbar or customize the existing toolbar by adding buttons, separators, and specifying a theme; click the drop-down arrow at the right side of the toolbar and click Customize, click the Commands tab, then click and drag the desired command onto the toolbar. You can also move, resize, delete, or rename the toolbar. Toolbar buttons include: New Call Record - Creates a new Call Record in the Call Logging main window. Lock the current call record - Locks a call so that only one user at a time can work on a Call Record. When the call is locked, the button displays a key icon. When the call is unlocked, the button displays an unlocked padlock icon. When the call is locked by another user, this button becomes unavailable. Abandon Changes - Closes the current Call Record without saving any of the information. Save Call Record - Permanently records the information from the current Call Record. Quick Close - Closes the current Call Record and saves it immediately. Print Current Call Ticket - Prints the current Call Record, including the Detail, Assignment, and Journal forms. Validate Field - Opens a dialog box displaying a list of legal values for the currently selected field. Spell Check - Checks spelling in the currently selected field. Cut - Deletes the selected text and copies it to the pasteboard so it can be copied to another location. Copy - Creates a copy of the currently selected text. Paste - Places the text from the pasteboard to the selected location. New Group - Opens the New Call Group dialog box, in which you can define criteria for a new Call Group. Open Group - Opens the Open Call Group dialog box, enabling you to open a existing Call Group. Call Record Browse - Opens the Call Record Browse dialog box, enabling you to browse through a list of all Call Records within the currently active Call Group. HEAT