Introduction... 3 Installation and Configuration... 6 Front End Scanning and Processing Back End Scanning and Processing...

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1 AMS 360 Integration Guide Revision 1.1 4/04/08

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3 Table of Contents Introduction... 3 Requirements for AMS 360 Integration... 3 Agency Workflows... 3 Back End Scanning... 3 Front End Scanning... 4 Distributed Scanning... 4 Integration Components... 4 Integration Agent... 4 AMS 360 Integration Module... 4 Installation and Configuration... 6 Installing Prerequisite Modules... 6 docstar... 6 Integration Agent... 6 Barcode Module and Fonts... 6 AMS 360 Integration Setup... 6 docstar Host... 6 Workstations... 8 Licensing... 9 Configuration... 9 Client Settings... 9 Server Settings Front End Scanning and Processing Scanning Using Barcodes Using an MFP Processing Generating the VCS Using the VCS Exceptions Back End Scanning and Processing Processing Scanning Printed VCS with Barcodes Non-printed VCS Using an MFP Distributed Scanning and Processing Integrated Retrieval Retrieving Documents Viewing Documents Non-Integrated Retrieval Reference Integrated Filing Requirements Customization Document Type Lists Changing Hot Keys More Customization File Reference... 27

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5 Introduction docstar s AMS 360 Integration, using SmartLink, provides integrated retrieval of docstar documents from Clients, Policies, and Activities in AMS 360. Requirements for AMS 360 Integration 1. AMS 360 Online or self-hosted version docstar Workgroup or higher or EP or higher with Advanced Templates Module v or later. docstar Host must be running on Windows 2000 or Windows 2003 Server 3. RetrieveUser or FileUser licenses for each concurrent user. FileUser licenses are required for front end scanning, as described below. 4. docstar Integration Agent (included in the AMS 360 Integration package). 5. docstar Barcode Module (optional) 6. docstar SmartLink Module (included in this package). Agency Workflows Different agencies employ docstar in different manners. The fundamental difference is whether documents are scanned (captured) before or after they are processed by customer support reps, producers, and other users. A single agency may use different workflows for different departments. Review the following to determine how docstar will be employed in your agency. Back End Scanning Agencies receive paper via mail, fax, and courier. These documents must be processed, generally by customer service reps (CSRs), who often need to enter or verify information in AMS 360. The Back End Scanning approach does not significantly change the process of receiving and distributing paper to CSRs who then perform their data entry or verification or other processing tasks. After processing is complete, the CSR creates a virtual cover sheet (VCS) using the AMS 360 Integration. The VCS is displayed on screen and stored on the workstation. It contains information from the current client and, optionally, policy and/or activity in AMS 360. It has a unique ID number, which is barcoded. The CSR can print the VCS and place it on top of the document as a cover sheet. Documents with cover sheets are collected and scanned. Thanks to the barcode, filing is completely automated and requires no specialized knowledge. Alternately, users may wish to conserve paper by not printing the VCS. Instead, they note each VCS ID number and write it in a corner of the associated document. During filing, an operator types in the ID number recorded on each document to retrieve the filing information from the VCS. Despite this manual step, no specialized knowledge is needed during scanning or filing only the ability to read and enter the VCS ID number recorded on the document. Proponents of back end scanning workflow favor it because it involves minimal change to the work processes for the CSRs. However, it lacks some of the advantageous of front end scanning. docstar AMS 360 Integration Guide 2.1 Page 3

6 Front End Scanning A higher level of automation and efficiency can be gained by scanning (or importing) incoming documents as soon as they are received and routing them to appropriate CSRs through their respective Inboxes within docstar. Each CSR is responsible for checking his or her Inbox for new documents, processing each, and then filing each document. This is generally done with the Virtual Cover Sheet (VCS) described above. In this case, the VCS is never printed, because the document is already scanned. The CSR simply notes the VCS ID number and enters into docstar to file the document. Front end scanning involves more change for CSRs, who must now do their work from images, rather than from paper. However, front end scanning saves labor and speeds processing by not requiring paper to be distributed. It also avoids the possibility that a document will be lost during distribution or processing by the CSR. Finally, it gives managers a way to monitor the workload of each CSR. Note that working from images is made more convenient through the use of dual displays; docstar runs on one display while AMS 360 runs on the other. This is not a requirement, however. In fact, docstar includes an on top mode to make entering data into AMS 360 from an image more convenient. Distributed Scanning Most docstar users employ a single, centralized scanner. However, desktop scanners may be employed by each CSR. In this case, workflow is essentially back end, in that paper is distributed and processed first. The CSR s can file documents using the VCS. Integration Components The following components make up the AMS 360 Integration Module. Integration Agent Integration Agent consists primarily of web pages running under Microsoft s Internet Information Services. It responds to requests from AMS 360 (through SmartLink) to provide the following integration services: Integrated retrieval, using docstar s thick (Windows) or thin (browser-based) client program. Virtual Cover Sheet generation for integrated filing. AMS 360 Integration Module These components complete the AMS 360 Integration Module. SmartLink SmartLink serves as the bridge between AMS 360 and Integration Agent. It recognizes client, policy, and activity data in AMS 360 and, in response to designated hot-keys, retrieves documents or generates a virtual cover sheet. It is the one integration component that must be installed on every workstation. Page 4 docstar AMS 360 Integration Guide 2.1

7 Virtual Cover Sheet An AMS 360-specific Virtual Cover Sheet is included in the AMS 360 Integration Module. When generated from an AMS 360 Activity, it captures the client, policy (if present), and activity information (including document type and description) from the activity. When generated from a client or policy, it prompts the user to enter a document type and description. Templates Several filing templates are included, all based on the use of Virtual Cover Sheets for front-end or back-end workflow. The difference between each is the due date set for each document to be filed. Thus, documents can be given different priorities my selecting different templates. VCS Level 1 For highest priority documents. Documents will be flagged as overdue if they remain in the Inbox for more than one day. VCS Level 2 Lower priority for documents that must be processed within 3 days. VCS Level 3 Lowest priority documents, which don t need to be processed in less than 5 days. There are also special versions of three of these templates (each with an N suffix) for filing electronic documents like MS-Word and MS-Excel in their native format. docstar AMS 360 Integration Guide 2.1 Page 5

8 Installation and Configuration Installing Prerequisite Modules docstar Of course, the docstar host must be installed and working before proceeding. Each docstar client station must be installed as well. Refer to the docstar Installation Guide. Integration Agent The Integration Agent (IA) is installed according to the instructions in the docstar Integration Agent Reference Guide (which refer to the docstar WebView Installation Guide), except that it is not necessary to install or use the Integrator Software or cover pages described therein. Take note of the network name or IP address of the docstar server. This will be used later during the installation. Confirm its accessibility from one or more network stations by launching Internet Explorer and browsing to //mydocstar/dswv, where "mydocstar" is the network name or IP address you noted. If you don't see the WebView welcome page, something is not configured correctly; review the Webview installation and security settings. Barcode Module and Fonts The Barcode Module is optional. It can be used to automate filing with Virtual Cover Sheets during backend scanning. It can also be used to distribute document into each user s Inbox during front-end scanning. If it will be used, install the module per the instructions in the Barcode Module Reference Guide. AMS 360 Integration Setup The AMS 360 Integration Module installation disk must be installed on the docstar Host and on each workstation. docstar Host Run the AMS 360 Integration Module SETUP program on the host after completing the prerequisite installations. It will install the SmartLink integration module and other software used for AMS 360 Integration. Destination To do so, first choose the destination folder for SmartLink. Page 6 docstar AMS 360 Integration Guide 2.1

9 The default selection is recommended. Components Then choose the components you wish to install. Generally, select all components. If you re reinstalling or updating your installation, you should deselect the coverpages because these will overwrite those you ve already installed. docstar AMS 360 Integration Guide 2.1 Page 7

10 Shortcuts Generally, you should choose to run Smartlink on Startup for All Users so that AMS 360 Integration is always available. Ready You are new ready to install AMS 360 Integration. Finished At the conclusion of SETUP, the result of template installation (if you selected this option) is displayed. New templates and custom field are added. If the templates and custom field had already been installed, then they will not be changed. SETUP also leaves text files (AMS txt) in your DOCSTAR\DATABASE folder. It is valuable to check these files for installation errors that might otherwise not be readily apparent. Workstations The AMS 360 Integration Setup is required on each workstation, too. For convenience, you may copy the Setup Program to a shared folder on the docstar server and install each other workstation through your local area network. The virtual cover sheets are not installed on the workstations only the Smartlink module, associated configuration files, and the barcode font (in case you print virtual cover sheets). Page 8 docstar AMS 360 Integration Guide 2.1

11 SmartLink settings may need to be honed on each workstation if the video adapters and/or font settings vary from one to another. Licensing Each of these components: Integration Agent, Datalink, AMS 360 Integration, Barcode (optional), plus any additional modules and network users must be licensed through the administration program. You should have a license certificate for each module. With these in hand, run the Administrator s program and contact he docstar Helpdesk. Thereby, you ll be directed to add these licenses to your system. Configuration Client Settings There are some important settings to be made on each workstation after installing the docstar client program. Launch the program and click the Options->Setup menu item. Go to the Integration Settings tab. docstar AMS 360 Integration Guide 2.1 Page 9

12 Generally, you should choose to use the Thick integration client which provides the richest user interface. Other options often will be set as shown above. If you don t have the Access Management module, Logon Information must be left blank. If you do have this module, you should still leave this blank if your docstar logon is integrated with your Windows credentials, which is recommended. (This is set in the Administrator s program, Users and Security section; see the Administrator s Guide.) Otherwise, you may specify the user name and password for integrated retrieval here. Server Settings There are several settings in the Admin program under the WebView/IA (Integration Agent) button, which affect integrated retrieval through the browser-based (thin) client. Refer to the WebView User s Guide for more information. Page 10 docstar AMS 360 Integration Guide 2.1

13 Front End Scanning and Processing This section explains processing and scanning operation in an environment scanning takes place before paper has been distributed to CSR s and producers (processors). Scanning In a front end workflow, the scanner operator is responsible for routing documents to the appropriate processors, effectively sorting the mail through docstar. To scan a single document, the operator loads it into the scanner and opens the Scan window in docstar. He or she chooses the Inbox of the appropriate recipient as well as the appropriate template, based on the priority of the document. For a document with special scanning requirements: light images, dark backgrounds, fine print, etc. it may be necessary to adjust scanner settings. Or, the operator may choose a custom template with predefined scanner settings for a particular type of document. See Chapter 2 of the docstar Reference Guide for more details. After adjusting settings, he or she clicks Scan. When the document is complete, the operator clicks No when asked to add more pages. That document is now scanned and sent to the selected docstar Inbox. Another Inbox may be selected and another document scanned now. If scanning multiple documents to the same Inbox, the operator can save time by inserting blank sheets between each document and scanning the whole stack at once. In this case, the Blank Page Separators option must be selected. In this way, a whole stack of documents may be sent to an Inbox in one step. The operator should monitor the scanning process to ensure that blank pages are detected. (This is reported along the top of the Scan window.) Over time, dirt on the pages or in the scanner can cause blanks to be missed. Scanner cleaning or settings adjustment is then necessary. docstar AMS 360 Integration Guide 2.1 Page 11

14 Some scanners feature a special separator page, which works like a blank page, but is more reliable. Choose Scanner Separator Pages and separate documents with the special sheets provided with your scanner, if your model is so equipped. Using Barcodes With the barcode add-on module, documents may be automatically separated and routed to appropriate Inboxes using barcoded sheets between each. Barcode detection is enabled through the Template editor in the docstar program, and barcoded sheets are printed from there, too. (See the Reference Guide, Chapter 4.) If barcodes are used, a template which specifies barcode separation and routing will be set as the default. The operator sorts documents, places the appropriate cover sheet on each, and scans them as a single stack. The barcode sheets may then be pulled out and reused. The default templates provided with this module do not perform barcode separation. They may be modified as described in the docstar User s Guide. Using an MFP A multifunction product (MFP), which performs scanning, printing, and copying, is becoming increasingly popular for capturing documents. Depending on the capabilities of the MFP, it may be able to route documents to almost any number of different Inboxes through controls on its front panel. Refer to the documentation of your MFP and the docstar User s Guide for configuration info. Processing CSR s, producers, and any other users can receive and process their mail through docstar. First, launch the docstar application and then click on File/Inbox to see your Inbox. Page 12 docstar AMS 360 Integration Guide 2.1

15 One or more items can be selected and Viewed by pressing Manual File. docstar AMS 360 Integration Guide 2.1 Page 13

16 Viewing the image, you can zoom in, step from page to page, or rotate the image using controls on this window. Thus, you can perform whatever work you would normally perform when receiving the document on paper, including data entry in AMS 360 as required. To work from the Image on a single display, click on the pin tool on the toolbar. This reduces the image to half size and keeps it on top, allowing you to work in AMS 360 without flipping back and forth between the two windows. Generating the VCS First, generate a virtual cover sheet from any of the following places in AMS 360. Activity You can generate a virtual cover sheet from the View Activity window, shown here. Press the hotkey, F8 (by default). Note that you cannot generate the VCS from the New Activity window, so if you ve just created an Activity, you must save it and reopen it in the View Activity window. Page 14 docstar AMS 360 Integration Guide 2.1

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18 A VCS generated from the Activity gets all of its information from AMS 360; no additional information is required from you. Page 16 docstar AMS 360 Integration Guide 2.1

19 Policy If the document is related to a policy, view the policy and press the hotkey. The hotkey must be pressed while on the Basic Policy Information (view) window. A browser-based form is used to capture additional information about each document when a virtual cover sheet is created from a Policy. docstar AMS 360 Integration Guide 2.1 Page 17

20 The form asks for a transaction date, which is usually the current date but you can alter this if you re recording a transaction after-the-fact. It also looks for a Document Type. (See Customizing Virtual Cover Sheets, below.) Finally, the form requests a description of up to 60 characters, which will help identify the document in a list and provide text-based retrieval. After entering data, click on the Generate (Virtual) Cover Page button. You will then see the VCS information including its ID number. Client If the document is related only a client, generate the VCS from the customer center. Page 18 docstar AMS 360 Integration Guide 2.1

21 The same browser-based form described above under Policy is used to capture additional information. Using the VCS When the VCS is displayed, you should verify the information it contains is correct. Note that same of the information comes from AMS 360, and other info (from Policies and Clients) has been typed in. Some data will be blank or zero on certain cover sheets. For instance, the ActDate and ActTime fields are only filled in with valid data from an Activity. The VCS number displayed has been automatically copied to your Windows clipboard, if your browser security settings have permitted this. If not, note the number. In docstar, choose one of the VCS templates (if it is not already selected). docstar AMS 360 Integration Guide 2.1 Page 19

22 Click Run Template and paste (pressing Ctrl+V) or enter the VCS number. This will identify the document. Click File Permanently to remove it from your Inbox and complete the process. Exceptions If you receive documents in your Inbox, which have been incorrectly routed, you can move them to another Inbox. Choose the Move to Inbox command in the File menu, or right-click on the document to open the context menu. You may also receive a document, which you cannot process immediately. In this case, enter a temporary description in the title and return it to the Inbox. You can also set a priority flag for each document in your Inbox through the context menu (opened by right-clicking on the document title) or the Edit menu. Note that the priority flag is distinct from the process-by date (due date) determined by the selected template. Documents whose due date has come or passed will be indicated by color codes in the Inbox. See the docstar User s Guide for more information. Page 20 docstar AMS 360 Integration Guide 2.1

23 Back End Scanning and Processing Your agency may prefer to process documents first and then scan them. Processing After completing processing and data entry in AMS 360, generate a virtual cover sheet (VCS) as described above under Front End Scanning. You may generate the VCS from an Activity, Policy, or Client. If you are using barcodes, print the sheet and place it on top of the document. Set the document aside for later scanning. If you re not using barcodes, don t print the VCS. Instead, note the ID number and write it clearly in the top right corner of the first page of the document. It will be used by the scanner operator or designated filer to file the document. Place a blank sheet or a scanner-specific separator page between each document. Set the document aside for later scanning. Scanning The scanner operator performs the following tasks in a Back End workflow. Printed VCS with Barcodes The scanner operator opens the scan window and selects the VCS Barcode template (if it is not already selected by default.) Then he or she stacks the documents with the appropriate cover page on each and clicks the scan button. The template is configured to automatically separate documents and file them using the barcodes. Thus, there is generally nothing else to do. Occassionally, documents will fail to file, due to an error reading a barcode or other problem. These will be sent to the Review box. The responsibility of checking documents in the Reviewbox and rescanning or refiling them as needed may be assigned to the scanner operator or another individual. Non-printed VCS It is most convenient for the scanner operator if document processors place separator pages (either blanks sheets or scanner-specific separator sheets) between each document. In this case, the scanner operator chooses the VCS template and selects the separator type, unless either or both of these settings are already set by default. Documents are scanned to the operators Inbox and may be filed immediately or later. Filing may be done through the Automatic File or Manual File modes. Automatic File requires fewer key clicks, but Manual File provides an opportunity to rescan individual pages or make other adjustments, if needed. During filing, the scanner operator (or another person responsible for filing documents) keys in the VCS ID numbers recorded on each document by the CSR s. Each VCS ID may be used only once, and only valid ones will be accepted. Once a valid VCS ID number is entered, the document is filed completely automatically. (In Manual File mode, the filing clerk or operator must click on File Permanently after the VCS has been processed.) docstar AMS 360 Integration Guide 2.1 Page 21

24 Using an MFP Documents with cover sheets or VCS numbers may be scanned using a multifunction product or multifunction device. The auto import function can be configured to assign the proper template (Barcode or VCS) and import the documents to the Inbox of the filing clerk. In the case of barcoded documents which require no additional user input, they can be automatically filed without waiting in anyone s Inbox. Page 22 docstar AMS 360 Integration Guide 2.1

25 Distributed Scanning and Processing Some agencies employ small scanners at each desktop. The workflow and filing process for desktop scanning is a mix of the front-end and back-end processes described above. Paper is distributed to each user, like in back-end scanning. After processing the document in AMS 360, each user is responsible for filing his or her own documents using a VCS, like in front-end scanning. Note that some desktop scanners do not include drivers to interface directly to docstar. If this is the case, you can use the scanning software provided with the scanner to create an image file (in TIFF or PDF format) on your desktop. Then drag-and-drop the image file onto the docstar shortcut on your desktop. This launches the Import Files dialog box. Choose your Inbox and import the file(s). These are then filed just like documents that have been scanned. Your desktop scanning software may include an option to configure custom destinations, so that scanned documents are automatically imported into docstar without the dragand-drop step. If such a mechanism is available with your scanner, configure it to send an image file to C:\DOCSTAR\DSCLIENT.EXE. Refer to your scanner documentation or your vendor for assistance. docstar AMS 360 Integration Guide 2.1 Page 23

26 Integrated Retrieval All documents related to AMS 360 clients and filed using one of the integrated templates may be retrieved from within AMS 360. This is integrated retrieval. Retrieving Documents Documents may be received from any of the three AMS 360 windows from which they are filed: Client, Policy, or Activity. A document doesn t necessarily have to be retrieved from the same window from which it was filed: Documents filed from an activity can be retrieved that activity, the associated client, or the associated policy (if any). Documents filed from a policy can be retrieved from that policy or the associated client. Documents filed from a client can be retrieved only from that client. In either case, press the hot-key assigned for retrieval (typically F10) while on the appropriate window. Exactly how document(s) are retrieved depend upon the integration settings you ve made choosen, as described above. Typically, a list of matching documents will be displayed (in the Windows-based or browser-based client, depending on your settings). Then you choose the one(s) you wish to view and view them. However, if you have selected the option to automatically open documents in the View screen, the list of results will be skipped, and the set of matching documents will be opened in the View window, as described below. Note that integrated retrieval in the Windows-based client will only occur if: docstar is not running (in which case it will be launched upon hitting the hot-key for retrieval.) docstar is running and at the main window. If any other window is open, docstar will not retrieve the requested documents until you close other window(s) and return to the main screen. Viewing Documents As mentioned above, you may view documents in either the docstar windows (thick) client application or the thin client, which runs in Internet Explorer. Use of the thin client is explained in its on-line help. The thick client is fully described in Chapter 5 of the docstar User s Guide. Page 24 docstar AMS 360 Integration Guide 2.1

27 Non-Integrated Retrieval Users do not always have to go through AMS 360 to retrieve documents. Every document is also available directly through the docstar client program. You may search for documents by the client name, policy number, or any words or phrases that appear in their document type or description. You also may lookup documents in the docstar folder system. Each of the AMS 360 templates automatically files documents in a folder arrangement similar to the way most agencies file on paper. Documents are organized under a main Customers folder, segregated by initial letter, and then grouped by policy number. The folder-based filing scheme is completely redundant with the keywords-based scheme and its use is optional. Note that the initial letter used to segregate documents is the first letter of the client s full name, which means personal lines are segregated by first name! This may take a little getting used to. See the User s Guide for complete information on retrieval by keyword or by folder. docstar AMS 360 Integration Guide 2.1 Page 25

28 Reference The following information is more technical in nature. It is provided for system administrators, information technology staff, and people who create or modify templates for integrated retrieval. Integrated Filing Requirements docstar s template-based filing system allows documents to be filed easily and consistently. The system administrator may create new templates or modify the ones provided to file documents in a way that matches the needs of your agency. Integrated retrieval compatibility requires that the following custom fields be accurately filled in by each template. (Templates for non-client documents which are not integrated with AMS 360 are not restricted.) FULLNAME POLICYNUM ACTDATE, ACTTIME Customization Every integrated document must contain a FullName, which precisely matches the name which appears in the title bar of the customer window in AMS 360. This custom field is required only for retrieval from the policy window. It must be the exact policy number, including punctuation, which appears in AMS 360. These fields store the activity date and time (not the entered date and time) for documents that are associated with a specific activity. ActDate is a date field, which will accept any valid date format. ActTime is actually a text field, in which the activity time must be stored in precisely as it appears in AMS 360, but with no AM or PM indicator. Document Type Lists The browser-based form used to capture cover sheet and virtual cover sheet information can be customized. The most common customization is changing the list of document types. These are found in the file DOCTYPES.TXT located at C:\INETPUB\WWWROOT\DSWV on the docstar Server. It can be edited with NOTEPAD. Contact technical support for assistance, if needed. Note that the lists within each of the Lookup templates must be edited separately. Changing Hot Keys The default hot keys are F9 for retrieval and F8 for filing (generating a VCS). To alter these key assignments, right click on the SmartLink icon (the chain link) in the systray and choose Configure. This opens the SmartLink window, on which you should select the Hot Key tab. Page 26 docstar AMS 360 Integration Guide 2.1

29 Select either application to reassign its hot key. Choose a hot key from the list and add any combination of Shift, Ctrl, or Alt options. Then click Apply new Hot Key. Repeat with the other application if desired. Finally, press OK to save changes and close the configuration window. More Customization Other customizations to the forms are possible: additional prompts, agency-specific logos, etc. However, these customizations require knowledge of ASP and HTML programming. It is recommended that you contact docstar or your authorized docstar partner for a proposal for customization services. File Reference The following table shows all files installed by the AMS 360 Integration Module. Path Filename(s) Description C:\DOCSTAR Ams360retrieve.vbs This VB script is run when you hit the retrieval hot key. It processes parameters and launches the docstar integrated retrieval mechanism. Either the thick or thin client is used depending upon the Integration Settings selected by the client. No changes should be made to this file. C:\DOCSTAR\ SMARTLINK Command.ini Config.dat These configuration files define the hot keys used for filing and retrieval. They should not be edited directly. Instead, go through the SmartLink user interface, as described above. docstar AMS 360 Integration Guide 2.1 Page 27

30 C:\INETPUB\ WWWROOT\ DSWV Ams360vcs.asp Createvcs.asp Doctypes.txt Ams360vcs.asp defines the form used to enter a document type and description for documents filed by a Client or a Policy. It also contains the logic to bypass this form when the VCS is activated from an Activity. This file can be edited to modify the form; contact docstar or your authorized docstar partner for assistance. Createvcs.asp should not be edited. It is called by Ams360vcs.asp to record and display the VCS. Doctypes.txt can easily be modified to change the list of document types, as described above. Page 28 docstar AMS 360 Integration Guide 2.1