HEAT User Guide. Version 9.5 3/10

HEAT User Guide Version 9.5 3/10

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) 2007-2008 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-2.1.3- Copyright (c) 1999-2008 by Bruno Lowagie and Paulo Soares. All Rights Reserved. which is licensed under the GNU LESSER GENERAL PUBLIC LICENSE v2.1; javassist Copyright (c) 1999-2003 Shigeru Chiba. All Rights Reserved. which is licensed under the GNU LESSER GENERAL PUBLIC LICENSE v2.1; antlr 2.7.6 Copyright (c) 2003-2006, Terence Parr. All rights reserved. asm Copyright (c) 2000-2005 INRIA, France Telecom. All rights reserved. dom4j-1.6.1 Copyright (c) 2001-2005 MetaStuff, Ltd. All Rights Reserved. jaxen-1.1.1 Copyright (c) 2003-2006 The Werken Company. All Rights Reserved. Slf4j-1.5 Copyright (c) 2004-2008 QOS.ch. All rights reserved. Joda Time Copyright (c) 2001-2004 Stephen Colebourne c3p0 2006 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: www.frontrange.com (Jan 2010)

Table of Contents Welcome to Call Logging What s New................................................................ 1-2 Getting Started Launch and Log On to Call Logging........................................... 2-2 Shortcut Keys............................................................... 2-3 Navigate Call Logging....................................................... 2-7 HEAT Dashboard........................................................ 2-7 Call Logging Main Window............................................... 2-8 Menu Bar............................................................... 2-8 Toolbar................................................................ 2-16 Call Status Banner...................................................... 2-17 Tabbed Layout......................................................... 2-18 InfoCenter............................................................. 2-18 Call Record Tab Bar..................................................... 2-18 Call Record Controls.................................................... 2-19 Attachments Toolbar.................................................... 2-19 Status Bar.............................................................. 2-20 How Call Logging Works Key Terms and Concepts..................................................... 3-2 Visualizing the Call Logging Flow............................................. 3-4 How Call Logging Works with Other Modules.................................. 3-6 Call Records Working with Call Records................................................... 4-2 Open Call Records....................................................... 4-2 Create New Call Records................................................. 4-3 Save Call Records........................................................ 4-4 Close Call Records....................................................... 4-5 Reopen Call Records..................................................... 4-5 Update Call Records..................................................... 4-6 Delete Call Records...................................................... 4-6 Lock and Unlock Call Records............................................. 4-7 Put Call Records On Hold................................................. 4-8 Create Alarms........................................................... 4-8 Working with a Subset....................................................... 4-9

iv Table of Contents Working with the Call Log Form............................................. 4-10 Working with the Detail Form............................................... 4-11 Working with the Assignment Form.......................................... 4-12 Working with the Journal Form.............................................. 4-16 Track Call Records......................................................... 4-19 Working with the Activity Log........................................... 4-19 Call Transfer Logs......................................................... 4-21 Call Groups Create Call Groups.......................................................... 5-2 Simple Search........................................................... 5-2 Boolean Search.......................................................... 5-3 Working with Call Groups................................................... 5-4 Open Call Groups....................................................... 5-5 Edit Call Groups........................................................ 5-5 Delete Call Groups...................................................... 5-6 Restore Saved Call Groups................................................ 5-6 Save Call Group after Running............................................ 5-6 Refresh Call Groups..................................................... 5-7 Remove Calls from Call Groups........................................... 5-7 Create Toolbar Buttons for Call Groups..................................... 5-7 Hot Lists................................................................... 5-8 Working with My Hot List................................................... 5-9 Working with Hot Lists...................................................... 5-9 Create Hot Lists......................................................... 5-9 Add Call Records to Hot Lists............................................ 5-10 Remove Calls from Hot Lists............................................. 5-10 Delete Hot Lists........................................................ 5-10 Customer Records Profile Form............................................................... 6-2 Contacts Form.............................................................. 6-5 Configuration Form......................................................... 6-5 Call History Form........................................................... 6-7 Customer Groups Create Customer Groups.................................................... 7-1 Working with Customer Groups.............................................. 7-4 Open Customer Groups.................................................. 7-4 Edit Customer Groups................................................... 7-5 Delete Customer Groups................................................. 7-5 Create Toolbar Buttons for Customer Groups............................... 7-6 Attachments Record Attachments......................................................... 8-2 Global Attachments......................................................... 8-3 HEAT

Table of Contents v Searching Quick Search............................................................... 9-2 Simple Search.............................................................. 9-2 Search Using the Find Command............................................. 9-3 Search by Browsing......................................................... 9-4 Search Using Go To Call ID.................................................. 9-4 Boolean Search............................................................. 9-5 HEAT Plus Knowledge (HPK)................................................ 9-6 First Level Support (FLS).................................................... 9-7 InfoCenter HEATBoard............................................................... 10-2 Create HEATBoard Issues.................................................. 10-4 Designate a Lead Call...................................................... 10-6 Link Calls to HEATBoard Issues............................................. 10-6 Call Map................................................................. 10-7 AutoTasks Working with AutoTasks................................................... 11-2 Create AutoTasks....................................................... 11-2 Edit AutoTasks......................................................... 11-4 Copy AutoTasks....................................................... 11-4 Delete AutoTasks....................................................... 11-4 Run AutoTasks......................................................... 11-4 Work with AutoTask Folders............................................ 11-5 Create AutoTasks Toolbar Buttons........................................ 11-5 Import AutoTasks......................................................... 11-6 Export AutoTasks.......................................................... 11-7 AutoTask Actions.......................................................... 11-7 Create Activity Log Record.............................................. 11-9 Create an Alarm....................................................... 11-11 Create Assignment.................................................... 11-12 Create Call........................................................... 11-13 Create Configuration................................................... 11-15 Create Contact........................................................ 11-16 Create Customer Login................................................. 11-17 Create Journal......................................................... 11-18 Create Profile......................................................... 11-20 Display Message Box................................................... 11-21 Execute External Service Request........................................ 11-22 Goto Call(Ticket)...................................................... 11-26 HEATBoard Issue..................................................... 11-27 If Field is Empty Statement............................................. 11-29 If Statement........................................................... 11-29 Jump to a Control..................................................... 11-30 Print Information...................................................... 11-31 Run an AutoTask...................................................... 11-32 Run a Program........................................................ 11-32 Send a Broadcast...................................................... 11-34 Administrator Guide

vi Table of Contents Send a Message....................................................... 11-34 Update Call........................................................... 11-36 Update Configuration.................................................. 11-37 Update Contact....................................................... 11-38 Update Customer Login................................................ 11-39 Update Profile........................................................ 11-39 Web Browse.......................................................... 11-40 Write a File to Disk.................................................... 11-42 Advanced AutoTask Features.............................................. 11-44 Customizing Call Logging Set User Preferences........................................................ 12-2 Display Preferences..................................................... 12-2 Grid Settings........................................................... 12-4 SupportMail Preferences................................................ 12-5 MAPI/Lotus Preferences................................................ 12-6 GroupWise Preferences................................................. 12-7 POP/SMTP Preferences................................................. 12-8 Location Preferences.................................................... 12-9 Path Preferences....................................................... 12-10 Sound Preferences..................................................... 12-11 Prompt Preferences.................................................... 12-12 HEATBoard Preferences................................................ 12-13 Call Map Preferences.................................................. 12-14 Customize/Create Toolbars................................................ 12-15 Table Maintenance........................................................ 12-18 Adding Values........................................................ 12-19 On the Fly Table Maintenance........................................... 12-20 Smart Prompts........................................................ 12-21 Asset Configuration................................................... 12-23 Reporting Working with Report Shortcuts.............................................. 13-2 Add Report Shortcuts................................................... 13-2 Run Report Shortcuts................................................... 13-6 Copy Report Shortcuts.................................................. 13-7 Edit Report Shortcuts................................................... 13-7 Delete Report Shortcuts................................................. 13-7 Set Default Report Shortcuts............................................. 13-8 Add, Rename, Delete Report Shortcut Folders.............................. 13-8 Create Toolbar Buttons for Report Shortcuts............................... 13-9 Running Crystal Reports.................................................... 13-9 SupportMail Setting Up SupportMail.................................................... 14-1 Navigating the SupportMail Interface........................................ 14-2 Creating SupportMail Groups............................................... 14-3 Creating New Folders in SupportMail........................................ 14-3 Sending an E-mail through SupportMail...................................... 14-3 HEAT

Table of Contents vii Broadcast Messages........................................................ 14-5 Printing Print Preview............................................................. 15-2 Print Call Records in Form View............................................. 15-2 Print Call Records in Grid View............................................. 15-3 Export Call Records........................................................ 15-3 Print by Call Group........................................................ 15-3 MobileHEAT Create the MobileHEAT Data Source and Database............................. 16-2 Copy the MobileHEAT Database to the Remote................................ 16-2 Transfer Call Records...................................................... 16-3 HEAT Integration with GoldMine How Integration Works..................................................... 17-1 Advantages of Integration.................................................. 17-2 Integrating GoldMine with HEAT............................................ 17-3 Resources Additional Documentation................................................... A-1 Contact Us................................................................. A-2 Index Administrator Guide

viii Table of Contents HEAT

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".

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 email features: SupportMail and the Send a Message AutoTask action allow htmlformatted email. The Send a Message AutoTask action allows you to specify a From and Reply to email address. Refer to "Sending an E-mail through SupportMail" and the "Send a Message" AutoTask action procedure. From and Reply to email addresses can also be specified globally for a number of email protocols available in Call Logging. Refer to "MAPI/ Lotus Preferences" and "POP/SMTP Preferences". HEAT

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).

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

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

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

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

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

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

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

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, email 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

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

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

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 email functionality. SupportMail can send and receive messages both within the HEAT system and within external email 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

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

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, email 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 email 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 email 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

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

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

Navigate Call Logging 2-17 Refresh Group - Refreshes the group to include any new or updated Call Records. My Hot List - Opens your personal Hot List. Arrow keys - Let you scroll through sequential Call Records: first, previous, next, and last. 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. FrontRange Solutions - Accesses the Front Range Solutions Web site. 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). Call Status Banner The banner area of the main window displays important information about the Call Record currently open in Call Logging, including: Call ID - A unique reference number for the current Call Record. It is automatically generated by HEAT and displayed on the left end of the banner area. Stopwatch - A tool designed to track the time that elapses from opening to closing a Call Record. Count - Keeps track of events associated with the active Call Record. For example, using the call counter, you can follow how many incoming calls relate to the issue documented in the Call Record. To change the call counter, press the plus (+) and minus (-) keyboard keys. User Guide

2-18 Getting Started Status - Displays whether the call is open, closed, reopened, pending, etc. Select View>Call Status Banner to turn the display of the banner off or on. The last setting is saved, so when you log off and log back on again, the last setting is retained. Tabbed Layout You can set Call Logging to display Call Groups in a tabbed layout mode, which will be helpful when working with multiple Call Groups. As each Call Group is opened, a tab labeled with the name of that Call Group displays. SupportMail and My Hot List will also open as tabs. Click and drag a tab onto the body of the Call Log form to open that tab in a separate pane; drag the tab back onto the other tabs to display that tab in the same pane. Click the x located to the right of the tabs to close the active tab. If you have multiple tabs open such that some tabs are hidden, the arrow keys to the right of the tabs activate, enabling you to expose the hidden tabs. To turn off the tabbed layout mode: 1. Select Edit>User Preferences. 2. Click the Display tab. 3. Deselect the Tabbed layout check box. 4. Click OK. To cascade or tile the open Call Groups (when not in tabbed layout mode), select Window> Cascade, Window>Tile Horizontal, or Window>Tile Vertical. InfoCenter The InfoCenter is located to the left of the Call Record in the Call Logging main window. Two panels comprise the InfoCenter: the HEATBoard (refer to "HEATBoard") and the Call Map (refer to "Call Map"). To manipulate the InfoCenter: Click the HEATBoard tab to view the HEATBoard Click the Call Map tab to view the Call Map. Click the Close icon to close the InfoCenter (which can be reopened from the View menu or by pressing Ctrl+Alt+I). Click the Auto Hide icon to hide the InfoCenter, leaving an InfoCenter tab - move your mouse over the tab to reopen the InfoCenter to see needed information; move your mouse away from the tab to re-hide the InfoCenter. Call Record Tab Bar The Call Record tab bar is located below the Subset form in Call Logging and contains tabs which enable you to navigate to the various Call Logging forms: Call Log (refer to "Working with the Call Log Form") Detail (refer to "Working with the Detail Form") Assignment (refer to "Working with the Assignment Form") Journal (refer to "Working with the Journal Form"). Attachments - Use the functionality on this tab to attach files to the call record (refer to "Attachments"). HEAT

Navigate Call Logging 2-19 For information about the Web tab, which enables you to open a Web page in Call Logging, refer to the Web Browse action in "AutoTask Actions". Note: The numbers on the tabs indicate the number of records on each tab. Call Record Controls Several control buttons are located to the right of the Call Record Tab Bar: Grid/Form View - Lets you switch from an Assignment or Journal form view to a grid view of all Assignments or Journal entries. New Entry - Opens a new Assignment or Journal form when the Assignment or Journal page is open (click the Assignment or Journal tab). Abandon Record - Becomes available when you click the New Entry button. You can abandon your new entry and the Assignment or Journal entry defaults to the last Assignment or Journal entry. Arrow keys - Let you scroll through sequential Assignments and Journal Records: first, previous, next, and last. Attachments Toolbar The Attachments toolbar is located above the main toolbar, below the menu bar: Add Attachment - Click to add, edit, or remove an attachment. Edit Attachment - Click to edit the attachment information. Remove Attachment - Click to remove the attachment from the Call Record. View Activity Log - Click to display the activity log for the current Call Record. View Transfer Log for Current Call - Click to display the transfer log for the current Call Record. View Attached Messages - Click to display email messages attached to the current Call Record. User Guide

2-20 Getting Started Global Attachments - Click to open the Global Attachments dialog box, in which you can view, add, edit, or remove global attachments. 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. Select View>Toolbar to turn the display of the Attachments toolbar off or on. The last setting is saved, so when you log off and log back on again, the last setting is retained. Status Bar The status bar is located at the very bottom of the Call Logging window and displays system prompt messages associated with the selected data field, displays the current data source, and displays the following buttons (from left to right): Validated Field - This button is available if your cursor is in a validated field. Double-click to access a list of values. Required Field - Indicates your cursor is in a required field (the button becomes available). Resolve Assignments in Order - When this button is available it indicates that assignments for the active Call Record must be resolved in chronological order. HEATBoard - This button becomes available when a new HEATBoard Issue is posted. Double-click to access the HEATBoard in the InfoCenter. Alarms - Double-click this button to open the Alarms dialog box, in which you can set up alarm parameters to remind you of any event. The alarm button will turn bright yellow if you set it up to do so in Edit>User Preferences>SupportMail. SupportMail - This button becomes available if you have SupportMail waiting. Double-click to open the SupportMail window. Select View>Status Bar to turn the display of the Status bar off or on. The last setting is saved, so when you log off and log back on again, the last setting is retained. HEAT

3 How Call Logging Works Call Logging is comprised of powerful functionality designed to streamline every aspect of your call-taking operation. Call Logging features include: Call Records and Customer Records track pertinent call and customer information. Call Groups and Customer Groups organize various types of calls and/or issues into orderly categories. The InfoCenter houses the Call Map, a repository for detailed information pertaining to the current call. By clicking the tab at the top of the InfoCenter, you can switch to the HEATBoard where issues affecting the organization as a whole can be posted. SupportMail is an electronic mail system unique to Call Logging. You can use it to send messages to anyone using the Call Logging module, and you can send mail externally to any recipient using GroupWise, Lotus, or MAPI, POP/SMTP-compliant email protocols. Call Logging allows multiple ways of searching for data: Go to Call ID, the Find command, the profile search, Simple Searching, Quick Searching, and Boolean searches all help you quickly find the specific information you need.

3-2 How Call Logging Works AutoTasks enable you to automate routine Call Logging activities and combine multiple operations within one task. Several operations can be defined to sequentially create a record, modify a record, send an email, activate an alarm, etc. Table Maintenance allows you to directly edit the data within the database tables, if your system administrator grants you rights to add, edit, view, or delete data. Call Logging makes reporting as efficient as possible. You can access the Answer Wizard module s many reports or create your own. Use Manager s Console to review your organization s metrics. Key Terms and Concepts You should be familiar with the following key terms and concepts found in Call Logging: Call Record - A Call Record is the collective information about an individual service issue. Call Records consist of information stored in five main database tables: Subset, Call Log, Detail, Assignment, and Journal. Assignments - In Call Logging, you can assign responsibility for a task to another person, and they can acknowledge, resolve, or reassign the issue. When any of these actions are taken, the automatic User ID, Date, and Time value stamps are placed in the Call Record. Multiple Assignments can exist within one Call Record. AutoTasks - The AutoTask feature offers a quick way to automate routine Call Logging activities. When an action becomes repetitive, you can create an AutoTask to automate the action s steps by combining several operations within one task. For example, you can identify several operations to sequentially modify the Call Record, add an Assignment, send an email, and activate an alarm. Journal - The Journal form is intended primarily as a memo field with room to record notes about the Call Record. When a new Journal entry is created, the User ID, Date, and Time values are automatically posted. Displaying the Journal entries in chronological order gives you the complete picture of the sequence of work that occurred on the call. Subset - When a call is initiated for a particular customer, selected portions of the Profile record are copied to and kept with the Call Record in the Subset table. In this way, the Profile is used as the validation table for the Subset. The Subset is linked to the Profile by its CustID and CustType fields. The Subset information is saved with each Call Record. Since the Customer Profile information can be edited or deleted, historical Subset information saved with a Call Record may or may not be consistent with the customer s current profile information. The Subset information displayed differs based upon the selected Customer Type. Customer Record - Used to reference information about a customer and derives its data from the Profile, Configuration, and Contact tables. Call History Form - Presents results from a query of the database rather than from a single table. The display contains a list of all existing Call Records for a selected customer. Configuration Form - Displays information specific to customer equipment and training. Contacts Form - Lists the individuals associated with an organization. The form contains a list of the contacts who call from that organization. Profile - Displays information specific to the customer such as name, address, phone number, etc. HEAT

Key Terms and Concepts 3-3 Customer Type - Customer Type (CustType) is a Call Logging feature that helps to categorize the various types of customers your organization has. Each Customer Type has its own set of forms and windows to help you record different information specific to that type. Because call Logging allows you to identify your own Customer Types and to customize the forms and windows associated with them, you can define a new Customer Type whenever you want to separate a group of customers that you need to store unique or specially-organized information. Because Call Logging is fully customizable, your Customer Types may be different; however, the demo data contains the following Customer Types: Company - Companies supported by your organization. Department - Internal departments for the Help Desk. Employee - Employees (end users) supported by your organization. Equipment - Equipment supported by your organization. Facility - Facilities supported by your organization. Call Groups - A Call Group's main function is to display data meeting user-defined criteria. The different types of Groups include: Work Groups, Call Groups, Calls on Hold, and My Hot Lists. A Call Group is a set of Call Records that meet some common criteria. This group is created using Boolean expressions or a Simple Search. Customer Groups - Like a Call Group, a Customer Group's main function is to display data meeting user-defined criteria. A Customer Group is a set of Customer Records that meet some common criteria. This group is created using Boolean expressions or a Simple Search. Call ID Number - The Call ID is a unique, system-generated number identifying each Call Record. Call Logging assigns the Call ID number when a new Call Record is created. Call ID numbers are never reissued even if a call is deleted or a new call is abandoned (not saved to the database). Call Type - The Call Type is a field on the Call Logging form used to define the type of problem a customer is experiencing. Call Types are selected from a predefined list but can be user defined. The value chosen from the list may call up a Detail window that allows for additional data entry. Not every Call Type incorporates a Detail window. Customer ID - A Customer ID (CustID) is a numeric or alphanumeric identifier assigned to uniquely identify each customer. It can be up to 25 characters in length. Call Logging does not automatically assign Customer ID values the HEAT administrator devises the Customer ID sequence. The Customer ID links the Customer Record to all of its Call Records. Hot Lists - To accommodate the need to display a group of calls not having criteria in common, a Group type called Hot List is available. The calls in a Hot List are not assembled through a Boolean query but are manually added to a list recorded in the database and are available for later retrieval. A personal Hot List called My Hot List is already set up on your system. All you need to do is add calls to it. You can also create new Hot Lists for personal use or for viewing by specific teams or the global audience. Validated Field - When a field is validated, you can place your cursor in that field and press F9. A dialog box opens containing a list of appropriate values from which to choose. Using this feature enables you to access information directly from the database tables and helps you avoid including inaccurate or misspelled information in the Call Record. View - Call Groups are saved to a view. The view is the audience who can access the Call Group. When you select a view, the window displays all the Call Groups contained in the view. All View - Includes all Global Call Groups and the user's Personal Call Groups. Global View - All Call Logging users can access the Group. Personal View - Only the user who created the group can access it. User Guide

3-4 How Call Logging Works Team View - A specific team can access the Call Group. InfoCenter - The InfoCenter is located next to the Call Record in the Call Logging main window. The two elements that comprise the InfoCenter are the Call Map and the HEATBoard. Call Map - An expandable and collapsible summary view of the current Call Record. The HEAT administrator determines which fields appear in the Call Map. HEATBoard - Enables users to post and read issues for other support desk personnel and receive system-wide information. Grid/Form Views - Call Logging contains pre-designed forms for your use. Each form is linked to a particular database table (or multiple tables) and displays information from that table(s). Both views are available on a variety of forms such as Table Maintenance, Assignment, Journal, etc. Some other forms have only one view available. Form View - The Form View displays a single record from the table displaying the fields. Data entry is typically performed in this view. Access it by clicking the active Grid/Form View button. Grid View - The Grid View displays a list of data in a table form. Access it by clicking the active Grid/Form View button. Visualizing the Call Logging Flow The following diagram depicts the logical progression of logging a call in Call Logging: HEAT

Visualizing the Call Logging Flow 3-5 Call Logging Process Understanding the sequential steps you should take when logging a call is essential to maximizing Call Logging's versatile functionality. The following phases represent the basic steps in processing all of the information necessary to properly document and resolve an issue. Phase 1: Gathering Customer Information Whether your caller is an internal employee or external client, you must gather all of the pertinent information regarding the caller's issue. When the call taker opens a new Call Record, the call taker either validates the caller s information via the validation table or creates a new customer profile in the Profile form before beginning the discovery process. Phase 2: Recording the Call After the customer's information is recorded, the call taker begins a discovery process to determine the nature of the caller's issue. The description most closely resembling the problem is selected from the Call Type drop-down list. There may or may not be a Detail form associated with the designated Call Type, where you can document more specific information. Additional information is gathered and typed into the Call Description field. Sometimes the call taker can immediately resolve the issue. If it is not possible to do so within the first call, however, the call taker most commonly assigns the issue to another technician with expertise in resolving that particular Call Type. Phase 3: Assigning Calls The call taker clicks the Assignment tab at the top of the main Call Logging window, opening the Assignment form where the issue is delegated to the appropriate technician. The receiving technician monitors Assignments by creating Call Groups meeting specific, pre-defined criteria. If the designated technician is not the correct person to resolve the issue, it can be reassigned. When the appropriate technician receives the Assignment, the technician acknowledges that Assignment. The issue's owner, or tracker, has ultimate responsibility for the resolution of the issue, and that person can track the Call Record as it progresses through various Call Groups. Phase 4: Researching and Creating a Journal Entry for the Call There are a variety of tools at the technician or call taker's disposal to aid in call resolution. The user can perform a knowledge search using HEAT Plus Knowledge, post an issue on the HEATBoard to help other call takers, or possibly create an AutoTask to expedite a repetitious process. The technician or call taker can make Journal entries containing relevant findings using the Journal form. In this way, pertinent information regarding the specifics of the call are stored within the Call Record. Phase 5: Resolving and Closing the Call When the issue is resolved to the customer's satisfaction, the Assignment form is marked as resolved by the attending technician, and the resolution information is entered in the Solution Description and Cause fields in the Call Log form. The Call Status is then updated to reflect a value of Solved. At this point, either the technician can perform a Quick Close operation, or the owner can close all owned issues in Solved status. User Guide

3-6 How Call Logging Works How Call Logging Works with Other Modules HEAT Messaging Center - The HEAT Messaging Center (HMC) provides an automated process for generating Call Records from e-mail, XML or text files, or using Web Services, enabling the service/support desk to address customer issues logged during nonstandard hours, or as a customer option in lieu of a phone call. HMC performs other functions facilitating a customer or user s work process: it updates Call Records, creates and updates Customer Records, as well as Configuration records, and lets customers perform information queries regarding their existing Call Ticket(s). If HMC fails to create or update a record, an error handler can create an incident Call Record. Alert Monitor - Allows users to set up alerts notifying them when new Call Records are created, Assignments are made, and/or when SupportMail messages are received - whether or not the user is logged on to Call Logging. Alert Monitor works with Call Logging to notify the user of these important events. Many features are customizable; the user decides what alerts to establish, how often to poll the database for specific events, and what action to take when an alert condition is detected. Alerts are created based on the established Call Groups in Call Logging HEAT Plus Knowledge - Use HEAT Plus Knowledge to build a library of your organization s knowledge and expedite the closing of Call Records. The HEAT Plus Knowledge integration with Call Logging allows you to perform cross-program tasks including:.searching - You can execute knowledge entry searches directly from Call Logging or from HEAT Plus Knowledge. Advanced searching options allow you to search external search engines..post Solution - When you find a solution to the issue on the current Call Record, you can automatically copy the text from the knowledge entry to an administrator-defined Call Record field..auto Populating - You can quickly pass new solutions on the Call Record to HEAT Plus Knowledge to create a new knowledge entry. Business Process Automation Module - The Business Process Automation Module (BPAM) is used to create, monitor, and execute Call Record conditions; these conditions are called Business Rules. This module allows you to automate the process of monitoring and resolving important events and time-sensitive activities. As a result, efficiency is improved and issues are resolved in a professional and timely manner. Answer Wizard - Using Answer Wizard s query tools, you can choose from numerous predefined reports built for your database that focus on current and past performance. Answer Wizard provides reports that you can view, print, export, or save. Manager s Console - Manager s Console provides at-a-glance summaries of the overall status of a Support Center or sales department. It allows managers to proactively review and manage critical business issues and facilitate future responses to recurring problems. Through a wizard interface, you define Metrics to monitor issues, set thresholds, and specify an action to take when threshold levels are reached. Managers are able to go from gauges to a graph or to a Call Group. HEAT

4 Call Records A Call Record (sometimes referred to as a Call Ticket) is comprised of the collective information about an individual issue. A Call Record is made up of five forms (sometimes referred to as records) that are tabbed for easy access. Each form (or record) is stored as a table in the database: Subset Form - Appears at the top of the window and remains there regardless of which form is activated below it. The Subset contains profile data for the currently open Call Record (refer to "Working with a Subset"). Call Log Form - Designed to give you an overview of the Call Record and provide the current status of the call (refer to "Working with the Call Log Form"). Detail Form - Provides additional information about the issue (refer to "Working with the Detail Form"). The fields in the Detail form are based on the Call Type the call taker assigns the Call Record. Not every Call Type has an associated Detail Form. Assignment Form - The form in which you assign the issue to the party responsible for resolving the matter. There are three steps involved in Assignments: Assigning, Acknowledging, and Resolving (refer to "Working with the Assignment Form"). A Call Record can contain multiple Assignments. Journal Form - Intended primarily as a memo field with room to record notes about the Call Record (refer to "Working with the Journal Form"). A Call Record can contain multiple Journal entries. Reviewing these entries in chronological order is an effective way to understand the progress made on an issue.

4-2 Call Records Working with Call Records You can perform the following tasks for 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 Open Call Records To Open and Review Call Records: 1. Select File>Go to Call ID. The Go to Call ID dialog box opens. 2. In the field, type the Call ID number you want to open. 3. Click OK. The Call Record opens in the Call Logging window. If you do not know the Call ID number, there are additional methods to locate and open an existing Call Record: From the current Call Record, navigate through the active Call Group using the navigation arrows on the main Call Logging window toolbar. Select Group>Call Record Browse. The Call Record Browse - Work Group dialog box opens, listing all of the Call Records generated in the current session. You can select the Call Record you need from the list. You can also export the call records to an Excel spreadsheet, as an XML file, or as a text file - refer to "Export Call Records" for more information. To search the entire database, from the Group menu, select Simple Search. The Simple Search feature finds Call Records based on a single field in the record. To search the entire database, select Customer>Search. This search finds all of the records for a single customer. You can select the Call Record you need from the list. HEAT

Working with Call Records 4-3 Create New Call Records A new Call Record is normally created for each customer issue. The following steps describe how to complete the Call Log form, which is the first part of the Call Record. To Create a New Call Record: 1. Create a new Call Record in one of the following ways: Click the New Call Record button in the toolbar Select File>New Call Record. While in a call, right-click outside any of the Call Log fields; a shortcut menu opens. Select New Call Record. A new Call Record opens and is assigned a unique Call ID number by the HEAT system. 2. The Customer Type dialog box opens. The following Customer Types are predefined in the HEAT demo data: Company - Company Profile Information Department - Internal Departments for Help Desk Employee - Employee Profile Information Equipment - Equipment Profile Information Facility - Facility profile information 3. When you choose the Customer Type, the cursor defaults to the first field in the Subset. Press F9 to validate the Subset or select Customer>Profile>Record>New if the entity calling is not already in the database. Press F6 to move directly to the Description of Incident field in the Call Log form. 4. In the Description of Incident field, type the details the customer relates about the issue they are having. 5. Based on the information the customer gives you, select a Call Type from the Incident/CallType drop-down list. The Call Type may or may not have an associated Detail Form. 6. The Call Status field defaults to Open. 7. In the Source field, select a source (describes how the customer contacted you) from the dropdown list. The default source, Phone, is automatically populated. 8. In the Priority field, select the call priority. A default priority is automatically selected based on the Call Type. You can keep the default or revise it. 9. In the Category field, select the category of the call. The available categories are based on the Call Type you selected. 10. The Owner field defaults to the currently logged-on user. You can select a different owner from the drop-down list. This is the person ultimately responsible for the successful resolution of the Call Record. 11. If you can determine the cause immediately, select the appropriate value from the Cause dropdown list. The values listed are also based on the Call Type you selected. 12. If applicable, select the customer service rating from the Customer Service Rating drop-down list. 13. Save the Call Record by selecting File>Save Call Record. User Guide

4-4 Call Records Save Call Records To comprehensively track your business, you should save all pertinent Call Record data to the database. This is true if the Call Record is new, when the Call Record is revised, updated, or resolved, and regardless of which user creates or changes the record. If you have not yet saved an open Call Record, and you attempt to either close HEAT or open a different Call Record, HEAT prompts you to save the Call Record. If you are using the HEAT demo database, you must complete specific fields before you can save the Call Record: Subset form and CustID field, then Call Log form, Description and Call Type fields. The Stopwatch, which is visible below the toolbar, automatically starts counting from the time a Call Record is created, modified, or reopened until it is saved. The time on the stopwatch represents the cumulative time spent working on the Call Record. Within the Administrator module, the administrator can establish system defaults requiring the creation of an Assignment before allowing the call to be saved. This is helpful when the business model requires a designated technician to resolve Call Records. To Save Call Records, do one of the following: Select File>Save Call Record. Click the Save Call Record button on the toolbar. Set up your system to always save Call Records without prompting by selecting Edit>User Preferences>Prompts Tab>Automatically save calls without asking. When you save the call, the fields at the top of the Call Log form (in the header) are updated with the Login ID, current date, and current time. These fields are updated if any of the five main Call Record components (Subset, Call Log, Detail, Assignment, Journal) are modified. Abandon Changes to Call Records If you have the appropriate rights, you can abandon a Call Record. Abandoning a Call Record is helpful when the issue is minor and business practice dictates you do not need to save the information. Any changes made to the record after the most recent, prior save are not saved to the database. If you abandon a new call, the Call Record is not saved, and the next Call Record Call ID reflects the subsequent available, sequential number. To Abandon Changes to a Call Record, do one of the following: Within the Call Log form, select File>Abandon Changes. Click the Abandon Changes button on the toolbar. Close out of the Call Record without saving, and when the Save Call dialog box opens, click Abandon. Set up your system to always abandon Call Records without prompting if an existing call is selected from the Customer Call History. Select Edit>User Preferences>Display Tab>If an existing call is selected, abandon new call without asking. You must also select Show Call History on new calls in order to make available the abandon option. Note: Using the last option is helpful if you identify an existing call addressing the same customer issue after creating a new call. Then you can easily abandon the new call to continue working in the existing, applicable call. HEAT

Working with Call Records 4-5 Save/Abandon/Cancel Prompt If you attempt to close Call Logging or exit the Call Record before saving (and if you have not selected either the save automatically or abandon automatically options in User Preferences), you will be prompted to: Save - Saves the Call Record. Abandon - Abandons the changes and does not save the Call Record. Put on Hold - Puts the Call Record on hold. You cannot exit Call Logging until you save or abandon any Call Records on hold. Cancel - Returns you to Call Logging or to the Call Record you attempted to exit. Don t ask-just save automatically - Prevents this prompt from appearing in the future, saving the record automatically. If you go to Edit>User Preferences>Prompts Tab, you will see the Automatically save calls without asking check box is selected. Close Call Records You can close a Call Record when the problem is resolved or otherwise becomes inactive. After you close records, you can track them to provide input for HEAT reports. To Close a Call Record: 1. In the Call Log form of a Call Record, type a description of how the issue was resolved in the Solution Description field. 2. Press the Tab key to advance to the Cause drop-down list. Type a cause, or select a cause from the list. 3. Select File>Quick Close. You can also right-click in the background of the Call Log form to open the shortcut menu, then click Quick Close. 4. When closed, the Call Status on that Call Record is changed to Closed. You cannot edit a closed Call Record without reopening the record. The Call Status would then change to Reopened. Note: If you do not complete the required fields, the Close Required Fields dialog box opens, listing the fields you must complete before you can close the call. Select Edit Call to complete those fields. You will also be prompted to fill in all fields required to save the call record, if those fields are not yet populated. Refer to "Save Call Records" for more information. Reopen Call Records After you create, save, and close a Call Record, you can reopen it for changes that may be necessary. Note: In the HEAT administrator module, the administrator can set a security right mandating the user reopen a closed Call Record before being allowed to modify it. A Closed Call Status often has statistical, billing, and customer service consequences. By choosing this security right, the administrator knows that any Call Record reflecting a Reopened status was previously a Closed issue that has been modified. To Reopen a Call: 1. Find the closed Call Record you want to reopen. 2. Select File>Reopen Call Record. A Call Logging dialog box opens asking if you would you like to move the solution text to the Journal. User Guide

4-6 Call Records 3. If you click Yes: 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, Closed Date and Time fields are cleared from the Call Log form. 4. If you click No, the Call Status changes to Reopened. All other closed information remains in the closed fields. Update Call Records You can update any unlocked, non-closed Call Record. If the Call Record is closed, you can reopen it before updating. You can update most of the information in a Call Record, including the Customer ID and Customer Type. 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. The Go to Call ID dialog box opens. 2. Type the Call ID of the Call Record you wish to update. Click OK. That Call Record opens to the Call Log form. 3. Move your mouse over Locked-Unlocked icon to make sure this Call Record is unlocked. 4. Check the Status field to make sure the call is not closed. 5. Click the tab of the form you want to update. 6. Edit the fields. 7. Select File>Save Call Record. Delete Call Records If a Call Record becomes obsolete you can permanently delete it. You must have special security rights to delete Call Records. The Call Record you want to delete must be the active Call Record in the Call Logging window. WARNING: Deleted Call Records are not written to a temporary directory on the server or the workstation. Restoring them from an archive backup file is the only way to recover them from an accidental deletion (and the ability to do so depends upon how recently the backup database was created), so use caution when deleting Call Records. To Delete a Call Record: 1. Select File>Delete Call Record(s). A Call Logging dialog box opens, asking you to confirm the deletion.you can delete the current record or all records in the active group. Selecting Current deletes the currently active Call Record; a Call Logging dialog box opens, asking you to confirm the deletion. Selecting Entire Group deletes all the Call Records in the currently active group; a Call Logging dialog box opens, asking you to confirm the deletion of all call in the group. HEAT

Working with Call Records 4-7 Note: Deleting large groups of Call Records may require extensive time depending upon computer, database, network connection speed, and other factors. It might take up to one hour to remove 1000 Call Records. Deleting a call removes all components of the Call Record including associated entries in the CallLog, Detail, Asgnmnt, and Journal tables. The HEAT administrator may find the Delete>Entire Group function useful for managing database size after saving an archive database. 2. Click Yes. Depending upon your selection, the current record or the group is deleted. Lock and Unlock Call Records When someone is working in a Call Record, it is automatically locked. It remains locked until the record is saved, closed, or changes are abandoned. 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 opens. 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. Note: A call is locked when the system places an entry in the HEATLock table for that call. For this reason, it is possible to create an orphan database entry by illegally exiting Call Logging (for example, during a power outage, workstation crash, etc.) If this occurs, the administrator can unlock the call if the user is no longer logged on to the system. Similarly, if a live system database is copied for backup, calls locked during the backup remain registered as locked. If this database is used to restore, the administrator may need to unlock these calls. The individual who originally locked the call can also unlock it. To Lock or Unlock a Call Record: Click the Lock button located on the main toolbar. The button turns from an unlocked to a locked padlock. Click again to revert back to the unlocked status or select File>Unlock Call Record or File>Unlock All My Calls. View Locked Call Records You must be granted the appropriate security rights by your HEAT administrator in order to view this list. To View Locked Calls: 1. Select Accessory>Locked Calls. The Locked Calls dialog box opens. 2. You can choose to view calls locked by all users or by individual trackers; select the desired option from the Tracker drop-down list. Note: Navigate to a locked call by clicking Go to Call. User Guide

4-8 Call Records Put Call Records On Hold If you create a new Call Record but are not ready to save it to the database, you can put it on hold. Only unsaved calls may be put on hold. The maximum number of calls you can simultaneously place on hold is 15. WARNING: Because a Call Record on hold is not saved in the database, you lose all Call Records on hold if your system administrator commits an Edit Set while the calls are on hold. When you place a call on hold, HEAT creates a special Calls On Hold Call Group. This group works like any other group in Call Logging, but the group's calls are only viewable from the local computer. The call data is saved to the local hard drive as an.hld file in the installed directory. In addition, a registry key entry is created. It is labeled Calls On Hold. This registry key records the data source and database version number as well as the individual Call ID numbers, thus ensuring the Calls On Hold Group can be recreated and saved to the main database if a user exits Call Logging. If the group is empty (all calls either saved or abandoned), it is an inactive option on the menu. If you attempt to exit the Call Logging application while you have calls on hold, a No Exit, Calls on Hold dialog box opens, reminding you to handle your on hold calls before exiting. Note: Your HEAT administrator has the option to deactivate the No Exit, Calls on Hold dialog box, but FrontRange Solutions strongly recommends keeping the default setting that prevents exiting Call Logging with calls on hold. On Hold Call Group You may want to put a record on hold when you have not yet saved the call, but you need to create another Call Record. The Calls on Hold Call Group is created automatically when you put a Call Record on hold. Access this Call Group by selecting Group>Calls On Hold. To Put a Call On Hold Do one of the following: Select File>Put Call on Hold. Press Ctrl+H. To Retrieve a Call on Hold Do one of the following: Select Window>Calls on Hold Select Group>Calls on Hold. Create Alarms You can create an alarm and attach a Call Record to it to inform yourself of an urgent matter. Alarms either pop up or display in color in the Status bar. To Set an Alarm: 1. From the Call Logging menu bar, select View>Alarms. The Alarms dialog box opens. 2. Click New. The Create Alarm dialog box opens. 3. If you want to attach the currently active Call Record to the alarm, select the Attach Current Call check box. HEAT

Working with a Subset 4-9 4. In the Date field, select the date when you want the alarm to trigger (click the down arrow next to the Date field to activate the Date Selection tool, then select a date in the calendar). 5. In the Time scroll box, type or select the time when you want the alarm to trigger. 6. In the Subject field, type a brief subject for the alarm. 7. In the Note field, type the alarm message. 8. Click OK. To Set Display Options for the Alarm: Select Edit>User Preferences>SupportMail Tab. To View and Edit an Alarm: Select the alarm in the Alarms dialog box, then click Edit. The Edit Alarm dialog box opens, in which you can modify your alarm parameters. To Delete an Alarm: Select the alarm in the Alarms dialog box, then click Delete. To Respond to an Alarm: The Alarm dialog box provides a number of options for responding to the alarm. Disable - Stops the alarm from executing. Snooze - Delays the alarm (for about 5 minutes). Reset - Opens the Edit Alarm dialog box, enabling you to change the alarm settings. Go to Call - Opens the Call Record linked to the alarm. Working with a Subset The Subset is comprised of specific information drawn from the Profile table. This collection of information is made up of the items your HEAT administrator chooses to include, based on data the administrator feels users need to refer to most often. The Subset form appears at the top of the Call Record regardless of which form is visible below it. The purpose of the Subset form is to ensure that fundamental data about the caller is saved with the Call Record. The Subset display does not change even as you navigate the different Call Record tabs; as a result, this data is always visible as you process the call. Note: Because the related Profile data can change over time, it is possible that different Call Records for the same customer can show different Subset information. Since the Subset is saved with each call, the historical customer information at the time of the call remains intact. The HEAT administrator should design the system such that the Subset is used to record only the information necessary for resolving the current issue. If HEAT users need more detailed information about the customer, they can easily view the entire Profile form. The Subset is linked to the Profile table by its CustID and CustType fields. Although there may be several different Subset forms (each based on a different Customer Type), the data elements for all of them are saved to a common Subset table in the database. The ID field in the Subset form has validation capability. This enables Call Logging to automatically populate the customer name, phone number, and other basic information already held in the database. User Guide

4-10 Call Records Validate Subsets To avoid errors, you can validate the Subset form from the Profile table. To Validate the Subset: 1. Place your cursor in the ID field, then select Edit>Validate Field or press F9. The Validate from Profile dialog box opens. Note: You can also right-click in the ID field, then select Validate Field. 2. Select the desired name from the list, then click OK (or you can double-click your selection). 3. The Subset form is populated with data from the Profile table. Working with the Call Log Form The Call Log form is common to all Customer Types and is designed to give an overview and the current status of the call. When you open a new Call Record, a blank Call Log form always appears first. Data collected in this form are stored in the CallLog table in the HEAT database. Form Fields Some of the form fields you might encounter are described below. Incident Log and Solution Information - These two fields are set up as memo fields, both of which can hold up to 64KB of text characters. They are used to record the customer-described problem and the final solution. Entries provide a general understanding of the call and may also be used to populate knowledge bases for sharing problem-solving experiences. Call Status - The Call Status automatically defaults to Open when you create a new Call Record. Some other values for this field may include:.closed - Triggers a system-generated stamp in the Closed By fields with the appropriate Call Logging user and date/time entries. Reopen - With appropriate rights, you can reopen a closed call. The previous closed information can remain, or you can move it to a Journal entry. Responded - This is an additional Call Status type that may be useful for grouping or reporting. No system-generated transactions are triggered by this status. Solved - An additional level of Call Status that may be useful for grouping or reporting. For example, a user might select the Solved Call Status if the user does not have rights to close a Call Record. A manager might create a Call Group of all Calls with the Solved status and go through them individually to make sure they meet all business criteria, then close them. No system-generated transactions are triggered for this status. Source - Contains values describing the various methods by which the customer can initially contact your organization with the issue. Incident / Call Type - Provides a way to classify the type of problem a customer is experiencing and is used extensively for reporting purposes. This value is used to determine which associated Detail form displays in the adjacent tab. You must provide a value in the Call Type field to save or close the call. Priority - Often set to automatically populate using a default value, depending upon the Call Type selected. High or low relative urgency values (1 = highest priority) are preset but can be redefined according to business needs. The priority description auto fills when the priority is selected. HEAT

Working with the Detail Form 4-11 Owner - Defaults to the current Login ID but you can (through User Preferences) set it to any other Call Logging user as a personalized default. You can use this value to identify the person responsible for the call, who may not necessarily be the person indicated in the Received By field. You can change this value on individual Call Records. Cause - Allows the user to classify the solution. The Call Type you select determines the values that are available in the Cause drop-down list. The list of causes are established in a validation table for each Call Type. You can modify the causes on the fly or in Table Maintenance. SLA Urgency - Contains the values associated with Service Level Agreement urgency. You can select the appropriate value based on the contract your organization holds with the customer. Customer Service Rating - Contains values related to how the customer perceives their service experience with your organization. The call taker can ask questions regarding performance and select the appropriate response. Received By - This cluster of three fields (UserID, Date, and Time) indicates exactly when the Call Record was created. The values are automatically stamped according to the user s Login ID and the date/time from the user s computer. Normally, these are read-only fields, but the HEAT administrator can allow editing upon call creation (Edit Received Info security rights). Updated - The last update that occurred to any of the Call Record forms is automatically system stamped into the Login ID, Date, and Time fields. Changes to a Call Record normally indicate someone is actively working on the call. Good call management may utilize these values for operational tracking of client responsiveness and staff performance. Closed By - Similar to the Received by field cluster in that it uses automatic, system-stamped values upon closure of the Call Record. Note that Date and Time fields are used extensively to calculate call durations and other parameters. Note: Right-click the Call Log tab (or grid) to access shortcuts to commonly-used commands. Working with the Detail Form The Detail form is used to gather additional information about a particular type of call. The Call Type value selected on the Call Log form determines which Detail form is active. Not every Call Type has an associated Detail form, since some Call Types do not require gathering additional information. For those issues requiring further clarification, however, data entry fields on the Detail form allow you to capture responses, analyze customer problems, or log special information. Note: Although a variety of Detail forms exist, all data elements are saved to a common Detail table in the database. You can add Call Types through Table Maintenance and not associate a Detail form with the new Call Type, or you can add a Detail form and associate it with a Call Type through the customization options in the Administrator module. Some Detail forms include fields that draw from Validation tables. Typically, these are identified by drop-down arrows displayed to the right of the field. If you begin typing in a validated field (most often the drop-down variety), then press Tab, the appropriate Validation table opens. The values for these tables can be maintained on the fly or in Table Maintenance. User Guide

4-12 Call Records Complete Detail Forms The Detail form appearing in the Call Record is based on the Call Type selected on the Call Log form. The Detail form provides additional, specific questions aiding in the resolution of particular issues. For example, in the HEAT demo data there are Detail forms for the Change Request, Employee Setup, Enhancement/Bug, Equipment, From Web, Printer, Product Issue, Purchase Order, RMA, Service Call, Software, Store Room, and Training Call Types. To Complete a Detail Form: 1. While the Call Log form is active, complete all necessary information to create a Call Record. If the Call Type selected on the Call Log form does not have an associated Detail form, the Detail tab contains a zero in parentheses (0). 2. Click the Detail tab. The Detail form displays. 3. Complete all of the required fields on the form displayed. 4. Select File>Save Call Record to save your changes. Edit Detail Forms If you need to make changes to detail information, you can edit entries in the Detail form. To Edit a Detail Form: 1. Select File>Go to Call ID. The Go to Call ID dialog box opens. 2. Type the Call ID of the Call Record you want to open. Click OK. The Call Record opens to the Call Log form. 3. Click the Detail tab. The Detail form displays. 4. Click in the field you want to edit. 5. Select Edit>Validate Field. The Validate from dialog box opens. 6. Click Show All to review all the choices. Click a value, then click OK. The new value auto-fills the field. 7. Click the Save Call Record button to save your changes. Note: To change information in a non-validated field, highlight the data you want to change, type over the current entry, then save your changes. Working with the Assignment Form The Assignment form/tab provides responsibility tracking. Good customer service practices rely on monitoring who is responsible for completing certain aspects of the issue resolution. Using this Call Logging capability helps assure individuals are aware of their responsibilities. Management can also track unresolved tasks. 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. Use the Navigation arrow buttons at the bottom to view various Assignments. In addition, the grid view displays a list of all the Assignments for the Call Record. HEAT

Working with the Assignment Form 4-13 There are three stages to an Assignment: Create, Acknowledge, and Resolve. Create a New Assignment - The person receiving the call (noted in the Assigned by field) delegates the task to an Assignee. Acknowledge 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. Note: When customizing through an Edit Set, the administrator can designate individual fields in the Assignment table as Acknowledged Required or Resolved Required before the Call Record can be saved. Resolve an Assignment - The displayed Assignment is completed. This does not change 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. You must manually create Assignments within the Assignment form. Right-click outside any of the Assignment fields to display the Assignment shortcut menu. The same menu options are available by selecting File >Assignment/Journal. Note: Although users regularly create and resolve Assignments, the Administrator module's System Defaults allow three options for processing Assignments: requiring resolution of Assignments before the Call Record can be closed; requiring an Assignment before the Call Record can be saved; allowing only one resolved Assignment to exist at a time. By selecting Edit>User Preferences>Grid Setting Tab, you can choose options for the Assignment form: Select the default view (Grid or Form) for Assignments Choose a field used for the sort-order preference Choose ascending or descending for the sort order Grid lines can also be activated or disabled in the Grid view. On the Edit>User Preferences>Prompts Tab, you can choose to automatically save Assignments. Using the File>Assignment/Journal>Reorder Assignments command, you can reorder assignments. This is especially useful when used in conjunction with the Resolve Assignments In Order option. Assignment Form Fields Some of the form fields you might see on the Assignment form: Group - Used as a method to combine assignees. When choosing a group, only predefined assignees are available for selection in the Contact field. The table name for this field is AsgnGrp. Maintenance for this table can be performed on the fly or in Table Maintenance. Contact - The values displayed in this field depend on the value in the Group field. The table name for this field is Assignee. Maintenance for this table can be performed on the fly or in Table Maintenance. The Assignee information automatically populates when the Contact is selected. Target Date/Time - Indicate the expected completion of an Assignment. Reports can be formulated to show those calls not meeting operational targets. The table names for these fields are TargetDate and TargetTime. Resolution - The three predefined resolution values are Completed, Partial, and Reassigned. Additional values can be added through table maintenance for the Resolution table. Selecting one of these values does not resolve an assignment. This field is used for reporting purposes. User Guide

4-14 Call Records Comments - The Comments field is set up as a Memo field, holding up to 64KB of text characters. It is used to record the technician's notes, which can include problems and/or solution information. Entries provide a general understanding of the activities performed by the technician. Create a New Assignment If the call taker cannot resolve an issue, that issue can be assigned to someone else to resolve. Depending upon your protocol, you may assign a Call Record based on workload, knowledge, experience, or location. HEAT allows you to assign a Call Record to more than one group or technician, with each resolving a designated portion of the issue. Each Assignment and its associated assignments become part of the Call Record. This is especially useful when used in conjunction with the Resolve Assignments In Order option. To Assign a Call Record: 1. In an active Call Log form, select File>Assignment/Journal>New Assignment; or click the Assignment tab, right-click in the background of the Assignment form, and select New Assignment. The Assignment form automatically opens and fields in the Assignment Created By section of the Assignment header auto-fill with current Call Log information. 2. From the Group drop-down list, select the appropriate group. 3. In the Contact field, select one of the listed contacts. Information about the technician such as Availability, Out of Office, Phone/Ext, Pager, and Email auto-fills the fields. 4. In the Comments field, type any comments or instructions about the Assignment. 5. Select File>Save Call Record. 6. To assign this Call Record to another group or technician, right-click and select New Assignment. Repeat steps 2 through 5. Acknowledge an Assignment When you receive an Assignment, your first action is to acknowledge it. 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. Select File>Assignment/Journal>Acknowledge Assignment. The Call Record is updated in the Acknowledge section of the Assignment form with the time, date, and your name. Resolve an Assignment 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: Note: Create and save a Call Group of all Call Records assigned to you or your department. Each time you open or refresh that Call Group, you see any new Call Records assigned to you. 1. Select File>Go to Call ID. The Go to Call ID dialog box opens. HEAT

Working with the Assignment Form 4-15 2. Type the Call ID of the appropriate Call Record, then click OK. The Call Record opens to the Call Log form. 3. Click the Assignment tab. The Assignment form displays. 4. Click the Resolve link. The Enter Value dialog box opens. 5. Click Validate. The Validate from Resolve dialog box opens. 6. Select the appropriate resolution code, then click OK. On the Enter Value dialog box, click OK. 7. In the Comments field, type any additional information about the resolution. 8. Select File>Save Call Record. Note: If your system administrator has set the Enforce Acknowledge Before Resolve right, you are required to acknowledge the assignment before resolving it. If your system administrator has enforced that assignments be resolved in order, you must resolve assignments in chronological order. Assignments that must be resolved in order are identified by the active Resolve Assignments in Order icon in the Status bar. You can also use shortcut keys to acknowledge and resolve Assignments. Acknowledge Assignments by pressing Shift+F2; resolve Assignments by pressing Ctrl+Shift+F2. Abandon Assignments You can abandon an unsaved Assignment. If you have already saved the Call Record, you must delete the Assignment. To Abandon an Assignment: 1. With the Assignment form open, select File>Assignment/Journal>Abandon Assignment, or click the Abandon Changes button. 2. Click Yes to confirm abandoning the changes to the current Assignment. View Assignments 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 displays in form view. In the grid view, you can drag and drop the column headers to re-sort the information. You can also drag and drop a column header to the area below the tabs (labeled Drag a column header here to group by that column), enabling you to sort and collapse information. To View Assignments in Grid View: 1. Select File>Go to Call ID. The Go to Call ID dialog box opens. 2. Type the Call ID of the appropriate Call Record, then click OK. The Call Record opens to the Call Log form. 3. Click the Assignment tab. 4. Select View>Grid, or click the Grid/Form button in the toolbar at the bottom of the screen, which will toggle between grid and form view. 5. In the grid view, all Assignments for the Call Record are listed. Double-click the Assignment you want to view. The selected Assignment displays in form view. Note: While you are in grid view, you can review the Assignments for an entire Call Group by using the navigation arrows on the toolbar. User Guide

4-16 Call Records Delete Assignments You can delete existing Assignments. Note: Your HEAT administrator grants users the security rights to delete Assignments. To Delete an Assignment: 1. Click the Assignment tab. 2. Click the Grid/Form button. 3. Click to highlight the Assignment to be deleted. 4. Select File>Assignment/Journal>Delete Assignments. 5. Click Yes to confirm the deletion. Working with the Journal Form The fourth Call Record tab displays the Journal form. This form is intended primarily 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 toward issue resolution. It is most helpful to display the Journal entries in chronological order, providing an organized view of the sequence of events performed to resolve the call. Options for displaying Journal entries in a specific order are found in the Call History section of user preferences (Edit>User Preferences>Grid Settings Tab). Journal entries are usually created manually. Right-click outside any of the Journal fields to display the shortcut menu, which is also available by selecting File>Assignment/Journal. Using the Journal form, you can transfer text from other sources. If you reopen a closed Call Record, you are asked if you want to move the Solution text from the previously closed Call Record to a new Journal entry. If you select Yes, a new Journal is created and populated with the previous closed information. By selecting Edit>User Preferences>Grid Setting Tab, you can choose options for the Journal form: Select the default view (Grid or Form) for Journal entries. Choose a field used for the sort-order preference. Choose ascending or descending for the sort order. Grid lines can also be activated or disabled in the Grid view. On the Edit>User Preferences>Prompts Tab, you can choose to automatically save Journal entries. Journal Form Fields Some of the form fields you might see on the Journal form: Journal Created By - When a new Journal entry is created, the user ID, date, and time values are automatically populated in the Journal header. Journal Type - The list of predefined Journal Types. The Journal Type field is validated, and you must add each new Journal Type to the validation table. This can be done by adding the record on the fly or in Table Maintenance. Each Journal Type can have an associated Quick Journal. HEAT

Working with the Journal Form 4-17 Quick Journal - A Quick Journal is a body of text associated with one specific Journal Type. When a Journal Type is selected, the Quick Journal auto fills information in the memo field. You can add or remove information from this memo field as required - up to 64KB of text characters. You can perform maintenance for the Quick Journal on the fly or in Table Maintenance. Email Journal - This button runs the Quick Message AutoTask: Email this journal to customer. It sends the Journal entry to the customer's email address, as found in the Subset. Notes - An additional memo field holding up to 64KB of text characters. Create Journal Entries After the initial call, you should document follow up contacts or actions regarding an issue in the Journal form. To Create a Journal Entry: 1. Select File>Go to Call ID. The Go to Call ID dialog box opens. 2. Type the Call ID of the appropriate Call Record, then click OK. The Call Record opens to the Call Log form. 3. Click the Journal tab. 4. Select File>Assignment/Journal>New Journal Entry. An empty Journal form displays. Note: HEAT automatically fills in the user, date, and time in the Last Modified area located in the Journal Information title bar. 5. In the Journal Type/Quick Journal drop-down list, select the correct type. 6. If you selected a Quick Journal, you may or may not have prompt text appearing in the field. Type additional information relative to this prompt text, or type new journal information. 7. Select File>Save Call Record. Note: You can copy and paste information from any other form in the Call Record into a Journal entry. You can also paste Journal entries into other fields. Edit Journal Entries 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. The Go to Call ID dialog box opens. 2. Type the Call ID of the appropriate Call Record, then click OK. That Call Record opens to the Call Log form. 3. Click the Journal tab. 4. Use the navigation arrows on the toolbar to find the Journal entry you want to edit, or select View>Grid to see a list of all Journal entries. 5. Type new text, or paste copied text. 6. Select File>Save Call Record. User Guide

4-18 Call Records View Journal Entries 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 displays in form view. In the grid view, you can drag and drop the column headers to re-sort the information. You can also drag and drop a column header to the area below the tabs (labeled Drag a column header here to group by that column), enabling you to sort and collapse information. To View Journal Entries in Grid View: 1. Select File>Go to Call ID. The Go to Call ID dialog box opens. 2. Type the Call ID of the appropriate Call Record, then click OK. That Call Record opens to the Call Log form. 3. Click the Journal tab. 4. Select View>Grid, or click the Grid/Form button in the toolbar at the bottom of the screen, which will toggle between grid and form view. 5. In grid view, all Journal entries for the Call Record are listed. Double-click the entry you want to view. The selected entry displays in form view. Note: While you are in grid view, you can review the Journal entries for an entire Call Group by using the navigation arrows on the toolbar. Abandon Journal Entries You can abandon an unsaved Journal entry. If you have already saved the Call Record, you must delete the Journal entry. To Abandon a Journal Entry: 1. With the Journal form open, select File>Assignment/Journal>Abandon Journal Entry, or click the Abandon Changes button. 2. Click Yes to confirm abandoning the changes to the current Journal entry. Delete Journal Entries You can delete existing Journal entries. Note: Your HEAT administrator grants users the security rights to delete Journal Entries. To Delete a Journal Entry: 1. Click the Journal form tab. 2. Click the Grid button. 3. Click to highlight the entry to be deleted. 4. Select File>Assignment/Journal>Delete Journal Entry. 5. Click Yes to confirm the deletion. HEAT

Track Call Records 4-19 Track Call Records Open the Activity Log by selecting View>Activity Log, and use it to track events associated with a Call Record. When the feature is enabled by the HEAT administrator, Call Logging creates a new Activity Log entry whenever the call is modified. It automatically records the user ID and name of the person modifying the call, the Call Status during that time, the number of minutes the individual worked on the record, and several other parameters from the Call Log tab. The HEAT administrator may define several other custom fields to display in the grid. The administrator also determines if you have Activity Log editing rights. Note: Activity log records are saved to the HEATActv table in the database. Requesting the log for a Call Record displays the query results of all log record entries related to the current Call ID. You can drag and drop the column headers to re-sort the information. You can also drag and drop a column header to the area labeled Drag a column header here to group by that column, enabling you to sort and collapse information. The Activity Log can be printed. Working with the Activity Log You can perform the following tasks for the Activity Log: Add Records to the Activity Log Delete Records from the Activity Log Edit Records in the Activity Log Print the Activity Log Add Records to the Activity Log You can manually add new Activity Records to a Call Record. Adding a record to account for additional time required outside of Call Logging to solve an issue (research, etc.) provides a more accurate picture of total resources used to successfully resolve the issue. To Add a Record to the Activity Log: 1. In the currently active Call Record, select View>Activity Log. The Activity Log for Call ID # dialog box opens. 2. Click the Add Record button. The Add Activity Log Record dialog box opens. 3. The Record Type drop-down list defaults to OFFLINE. Keep the default. 4. In the Stop Date field, press F3 to auto fill the current date. 5. In the Stop Time field, press F3 to auto fill the current time. 6. In the Duration section, enter the total amount of time you spent working the issue offline in the hrs, mins, and secs fields. 7. In the Activity Description field, type a record of tasks performed. 8. Click OK. The new Activity Record is added to the Activity Log. User Guide

4-20 Call Records Delete Records from the Activity Log You can delete a record from the Activity Log. To Delete an Activity Log Record: 1. In the currently active Call Record, select View>Activity Log. The Activity Log for Call ID # dialog box opens. 2. Select the record you want to delete. 3. Click Delete Record. 4. Click Yes to confirm the deletion. The record is removed from the log. Edit Records in the Activity Log You can edit a record in the Activity Log. To Edit an Activity Log Record: 1. In the currently active Call Record, select View>Activity Log. The Activity Log for Call ID # dialog box opens. 2. Select the record you want to edit. 3. Click Edit Record. The Edit Activity Log Record dialog box opens. 4. Make your changes, then click OK. Print the Activity Log You can print the Activity Log. The Page Setup function lets you format Header and Footer text, margins, and select Font specifications. To Print the Activity Log: 1. With the Activity Log open, click Page Setup. 2. In the Grid Page Setup dialog box, type the header and footer text, select font specifications, and set margins, then click OK. 3. Click Print. HEAT

Call Transfer Logs 4-21 Call Transfer Logs The Call Transfer Log tracks the Calls you transfer to another email address or to another system. Your HEAT administrator must enable this functionality from the Administrator module; a transfer method must be created before you can move a Call Record out of Call Logging. Once these criteria are set up, however, you can view the log for the current call, which shows all of the transfer activity corresponding to that specific Call ID. View the Call Transfer Log After you have transferred a call to another system or email address, Call Logging establishes a log for that activity. To View the Call Transfer Log: Select Accessory>Call Transfer>View Log for Current Call. A list of the transfers that have transpired for the currently active Call ID display in the Call Transfer Log - Call ID dialog box. User Guide

4-22 Call Records HEAT

5 Call Groups Call Groups allow you to organize Call Records by priority, type of call, or some other desirable criteria. For example, you can create a Call Group to cluster all open Call Records. Creating a group allows you to search for records very quickly. You can also run AutoTasks and reports against groups. Call Groups facilitate: Scheduling your work to make sure it gets completed on time. Organizing your work by priority to make sure the most important tasks get done first. Tracking your work according to various criteria. Alerting you to new calls, calls from important customers, or return calls. HEAT provides several predefined Call Groups (for example, All Calls contains all of the open calls in the database). You can use these Call Groups, modify them, or create your own. HEAT also provides a few special Call Groups: the Work Group which stores all Call Records created or revised on the workstation in the current Call Logging session, the Calls on Hold group which stores all on-hold calls, and the My Hot List group which stores Call Records important to an individual user. A single Call Record can belong to multiple groups, and a group may include one or many Call Records. A Call Group is dynamic and changes with Call Records as they are altered. The active Call Group name and Call Record count appear in the title bar at the top of the window.

5-2 Call Groups Create Call Groups Define the criteria for a Call Group using one of the following: Simple Search - One expression or set of criteria; for example, all open Call Records: the expression is Call Status = Open. Boolean Search - Multiple expressions or sets of criteria; for example, all open, priority 1 Call Records: the expressions are Status = Open AND Priority = 1. The Group menu is used to manage your Call Groups: you can open, create, edit, and delete Boolean Call Groups, and create Simple Search Call Groups. You can designate an audience for a Call Group by selecting a View for the Call Group. You can create a toolbar button for each Call Group and place the buttons on your toolbars for easy access. Simple Search You can create a Call Group to search for a value from a single field (or condition) using Simple Search; for example, you can search for all Call Records having the word printer as part of the call description. Note: If you want to search based on more than one condition, you must use a Boolean search. To run a Simple Search, select your query from a list of predefined queries your system administrator has already set up. When you search within the group, the group is narrowed because HEAT looks for the single condition criterion and closes any other records not meeting the criterion. After running a Simple Search, HEAT takes the query results and creates a Call Group so the group you searched is retained. To Create a Call Group Using a Simple Search: 1. From the Call Logging menu bar, select Group>Simple Search. A submenu listing simple search criteria opens. 2. From the submenu, select a field to search (for example, Call Status). The Simple Search for Field dialog box opens for the field you selected. 3. From the Operator drop-down list, select a logical operator (for example, =). 4. Click Browse to select a value for the search. The Validate from dialog box opens. 5. Select the value you want to add to the search (for example, Open). 6. Click OK. 7. In the Simple Search for Field dialog box, to limit the search to an existing Call Group, select the Narrow an Open Call Group check box. Then select a Call Group in the drop-down list. 8. To create a new Call Group from the query results, select the Create a New Call Group check box. HEAT

Create Call Groups 5-3 9. Click Run to begin the search. All Call Records that meet your criteria are displayed in the Call Logging main window (either in Grid view or Form view). Boolean Search You can create a Call Group to search for a value from multiple fields (or conditions) using a Boolean Search; for example, you can search for all open, priority 1 Call Records: expressions are Status = Open AND Priority = 1. To Create a Call Group Using a Boolean Expression: 1. From the Call Logging menu bar, select Group>New Call Group. The New Call Group dialog box opens. 2. Type a name and description for your new Call Group. 3. In the Save to View section, select a View (audience) for your Call Group. If you click Team, select the appropriate team from the drop-down list. All users assigned to that team have access to the Call Group. 4. To display a Personal Call Group on the HEAT Dashboard, select the Display on HEAT Dashboard check box. This check box is not available if you selected a Team or Global View. 5. In the Table Name drop-down list, select the table containing the field you want to use in your expression. When you select one of the tables, the available fields for that specific table appear in the Field list. Note: If you select a Compound table (Detail, Profile, or Subset table), you can also choose a Table Type. If you choose a Compound table, you can select the Fields from all Table Types check box to include every instance of a specific field from all of the available table types in your search criteria. You can also select @Functions to use in the expression. Only @Functions that are pertinent to Call Records and Call Groups are available. 6. In the Field list, double-click a field to add it to the Boolean Expression (for example, CallStatus). 7. In the Operators list, double-click an operator to add it to the Boolean Expression (for example, =). User Guide

5-4 Call Groups 8. Click Browse Field Data. The Validate from dialog box opens for the field you selected. All available options are listed in grid view. Select a value, then click OK (for example, Open). 9. Continue to add expressions: Click AND to add another statement. Using AND to join expressions means results must meet the criteria indicated by all expressions. For example, CallLog.CallStatus='Open' AND CallLog. CallType='Hardware'. Click OR to add a varying statement. Using OR to join expressions means results must meet any of the criteria indicated by the expressions. For example, CallLog.CallStatus= 'Reopened' OR CallLog. CallStatus='Open'. Note: To create a new Call Group designed with a complex Boolean expression, save time by opening a similar, existing Call Group, modifying the expression, then performing a Save As under the new group name. Also, the group can be saved to another view. 10. To define a sorting order for the Call Group, click the Order By button to open the Order By dialog box. Select the field(s) by which you want to sort the group; for example, if you select CallID, all records in the group are listed in ascending or descending order (you specify) by their Call ID numbers. When finished, click OK. Note: You need to refresh the group before sorting takes effect. To do this, click Save and Run or manually refresh the group. 11. Click the Check button to verify that your expression text is correct. 12. When you are satisfied with the expression(s) you have defined, click the Run button. All Call Records that match your criteria are displayed in the Call Logging main window (either in Grid view or Form view). To save the Call Group without running the search, click Save. To save the Call Group and run the search, click Save and Run. Working with Call Groups You can perform the following tasks for 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 You can also create a Hot List Call Group - refer to "Working with Hot Lists" for details. HEAT

Working with Call Groups 5-5 Open Call Groups You can open a Call Group from the list of Personal, Team, or Global Call Groups. To Open a Call Group: 1. From the Call Logging menu bar, select Group>Open Call Group. The Open Call Group dialog box opens. 2. In the View section, filter the list by selecting Personal, Team, Global, or All. If you click Team, select the appropriate team from the drop-down list. 3. Select a Call Group in the list, then click Open. The Call Group opens in the main Call Logging window. Note: You can also open a Call Group by pressing Ctrl + O, or by clicking the Open Group button on the Call Logging toolbar. Edit Call Groups You can edit the criteria defining a Call Group, changing the data or creating a new Boolean search to formulate a new Call Group. To Edit a Call Group: 1. From the Call Logging menu bar, select Group>Open Call Group. The Open Call Group dialog box opens. 2. In the list of groups, select the group you want to edit (you can filter the list by selecting a View), then click Edit. The Edit Call Group dialog box opens. 3. Change the information in the Name or Description fields, select a different View (audience) for the group, or if needed, edit the Boolean expression text (refer to "Boolean Search" for detailed information). User Guide

5-6 Call Groups 4. Click Save. Delete Call Groups You can delete a Call Group if you have security rights to do so. Use caution when deleting a Call Group; once deleted, you cannot restore it unless you recreate the Call Group. To Delete a Call Group: 1. From the Call Logging menu bar, select Group>Open Call Group. The Open Call Group dialog box opens. 2. In the list of groups, select the group you want to edit (you can filter the list by selecting a View), then click Delete. 3. Click Yes to confirm deletion of the group. 4. Click Close. Restore Saved Call Groups You can set up a prompt that asks at log on if you want to restore saved Call Groups. To Set Up the Restore Saved Call Groups Option: 1. From the main Call Logging menu bar, select Edit>User Preferences>Prompts. 2. Clear the Skip "restore saved call groups" prompt on startup check box. Doing so tells Call Logging to prompt you each time you log on with a dialog box asking if you want to restore the saved Call Groups. If you select the Skip "restore saved call groups" prompt on startup check box, two options become available: Always open - Select this option if you want to bypass the prompt and have Call Logging always automatically restore the active Call Groups from the last session. Never open - Select this option if you want to bypass the prompt and never have Call Logging restore Call Groups from the previous session. 3. Click OK. Save Call Group after Running Typically, you save Call Groups when you create or edit them. If you run a new Call Group before saving it, you can still save it afterward. To Save a New Call Group after Running the Group: 1. Select Group>Save Criteria As. The Unsaved New Group - Save As dialog box opens. 2. Type a name for the new Call Group in the Name field. 3. Type a description in the Description field. 4. In the Save to View section, select an audience for the group. If you click Team, select the appropriate team from the drop-down list. All users assigned to that team have access to the Call Group. 5. Click OK. HEAT

Working with Call Groups 5-7 Refresh Call Groups In a networked environment, calls are constantly added and modified. Periodically refreshing the active Call Group helps ensure the most recent information is available. To Refresh a Call Group: Do one of the following: Select Group>Refresh Group. Press Ctrl+E. Click the Refresh Group button. Remove Calls from Call Groups While displaying a group of Call Records in Call Logging, users can temporarily remove the current Call Record from the active Call Group. This feature does not permanently remove the Call Record from the database. The process of removing a Call Record from a group is temporary and is used primarily as a personal call management tool. You might remove the current call from the active Call Group if: You want to only display those calls not yet addressed. You want to remove calls from the My Hot List group and print only the remaining calls in that group. To Remove a Call Record from the Active Call Group: Select File>Remove Call from Group. Note: Refresh the Call Group to add the Call Record back into the active Call Group (if the Call Record still meets the Call Group criteria). Create Toolbar Buttons for Call Groups You can create a toolbar button for a Call Group so that you can run it directly from the Call Logging toolbar. To Create a Toolbar Button for a Call Group: 1. Create and save a Call Group. 2. From the Call Logging menu bar, select Group>Open Call Group. The Open Call Group dialog box opens. 3. In the list of Call Groups (filtered by View), select the group for which you want to create a toolbar button. 4. Click Associated Toolbar Button. The Select Image dialog box opens. User Guide

5-8 Call Groups Hot Lists 5. Select either a Stock or Custom image for the button. A preview of the image is displayed at the top of the dialog box. Note: HEAT provides several stock images for your use or you can add your own custom image. Images are limited to 45 KB. User must possess the appropriate security right (Custom Image Import) to add and remove custom images. 6. Select Insert a New Toolbar Button. 7. Click OK. The button is placed on the Call Logging toolbar. A Hot List is a special type of Call Group for which Boolean expressions are not used to pull specific Call Records according to defined criteria. Instead, the calls in a Hot List are manually added to the group. Any call can be added, including Call Records with different Customer Types. Hot Lists appear alongside other Call Groups in the Open Call Group dialog box. To open a Hot List, select Group>Open Call Group. The red question mark symbol to the left of the group differentiates the group as a Hot List. Note: The right to create Hot Lists is granted by your system administrator. Call Logging includes two types of Hot List Call Groups: My Hot List - This Call Group is for the sole use of the user who created the Call Group. Hot Lists - This type of Call Group is available to multiple users. HEAT

Working with My Hot List 5-9 Working with My Hot List Every Call Logging user has a personal Hot List called My Hot List, which is available only to that user. You might use My Hot List as a to-do list each workday, then purge the list at the end of the day. Open My Hot List by selecting Group>My Hot List, or click the My Hot List button on the main toolbar. Note: My Hot List is associated with the user login. Since the My Hot List group is system-provided, it has already been created for you. Add Call Records by selecting Group>Add Call to My Hot List or press Ctrl+M. The currently active Call Record is added to the My Hot List Call Group (the call information is stored in the database HEATHot Table and recorded with the owner s login name). Working with Hot Lists You can perform the following tasks for Hot Lists: Create Hot Lists Add Call Records to Hot Lists Remove Calls from Hot Lists Delete Hot Lists Create Hot Lists You can create a new Hot List for a Personal, Team, or Global audience. To Create a Hot List: 1. Select Group>Add Call to Hot List>New Hot List. The Create Hot List dialog box opens. Note: You can also open the Create Hot List dialog box by selecting Group>Open Call Group, then click the New Hot List button. 2. In the Name field, type a name for the new Hot List. 3. In the Description field, type a description of the Hot List. 4. Save the Hot List to the Personal, Team, or Global view. If you click Team, select the appropriate team from the drop-down list. All users assigned to that team have access to the Call Group. 5. Click OK. The current call is added to the new Hot List. User Guide

5-10 Call Groups Add Call Records to Hot Lists Adding a Call Record to an existing Hot List links that call with the Hot List, as it is recorded in the database, as well as with the Call ID number. This is important because it means you can add a Call Record to many Hot Lists at the same time. To Add a Call Record to a Hot List: 1. Make sure the Call Record you want to add to the Hot List is the currently active call. 2. Select Group>Add Call to Hot List. A list of existing Hot Lists displays. 3. Click the appropriate Hot List from the list. The currently active call is added to the Hot List. Remove Calls from Hot Lists You can permanently remove the active Call Record from the active Hot List. This option is available only when the Hot List is the currently active Call Group. Use this procedure to remove Call Records from both Hot Lists and My Hot List. To Remove a Call Record From a Hot List: 1. Make sure the Call Record you want to remove is the currently active call. 2. Select Group>Remove Call from Hot List. The Remove Call From Hot List dialog box opens. 3. Select the Don't show this dialog box again check box if you do not want to be prompted with the warning in the future. 4. Click OK. The Call Record is permanently removed from the Hot List. Delete Hot Lists You can delete a Hot List if you are given security rights to do so by the HEAT administrator. Use caution when deleting a Hot List. Once a Hot List is deleted, you cannot restore it unless you recreate it. Note: You cannot delete My Hot List. To Delete a Hot List: 1. Select Group>Open Call Group. The Open Call Group dialog box opens. 2. Select the view containing the Hot List you want to delete: Personal, Global, Team, or All. 3. Select the Hot List you want to delete. 4. Click Delete. 5. Click Yes to confirm the deletion. The Hot List is deleted from the list in the Open Call Group dialog box. 6. Click Close. Note: This action deletes a Hot List Call Group, not the Call Records contained in the Hot List. HEAT

6 Customer Records Customer Records contain information about customers, work environments, call histories, and other details. Call Logging gives you an overview of the records and quick access to specific information. A Customer Record is made up of four forms (sometimes referred to as records) that have tabs for easy access. An Attachments tab is also displayed. Profile Form - Displays Profile table information (that is, information specific to the customer, such as name, address, phone number, etc.). Contacts Form - Lists the individuals associated with an organization. The form contains a list of the contacts who call from that organization. Configuration Form - Displays Configuration table information (such as information specific to customer equipment and training). Call History Form - The contents of the Call History form are not from a single table but present results from a query of the database. The display contains a list of all existing Call Records for a selected customer. Attachments tab - Use the functionality on this tab to attach files to the customer record (refer to "Attachments"). You can view a Call Record's associated Customer Record at any time. From the Call Logging menu bar select Customer>Profile, or click the Customer Profile button.

6-2 Customer Records Profile Form The Profile form collects detailed contact information about a specific customer and stores it in the Profile table. The HEAT system administrator can create different Customer Types, each with a unique Profile form that captures information specific to that Customer Type. The Customer Types in the demonstration database are: Company, Department, Employee, and Organization. The HEAT administrator can create additional Customer Types during the customization process. The following tasks can be performed for the Profile Form: Find Profile Records Add Profile Records Add Profile Records On the Fly Edit Profile Records Delete Profile Records Find Profile Records There are several ways of finding the Profile record you are looking for. To Find a Profile Record, do one of the following: From the main Call Logging menu bar, select Customer>Search. The Profile Search dialog box opens, in which you can create a Boolean expression to find the Profile record(s). Refer to "Search Using the Find Command" for details. From the main Customer Profile menu bar (select Customer>Profile), select Record>Find. The Profile Search dialog box opens, in which you can create a Boolean expression to find the Profile record(s). Refer to "Search Using the Find Command" for details. From the main Customer Profile toolbar (select Customer>Profile), click the Find Record button. The Profile Search dialog box opens, in which you can create a Boolean expression to find the Profile record(s). Refer to "Search Using the Find Command" for details. You can launch a Simple Search by right clicking in any Subset field and selecting Simple Search from the shortcut menu, or by selecting Group>Simple Search. Add Profile Records You can create a new customer Profile by following the steps below. Note: The preferred method for adding multiple, new Profile records is to do so through Table Maintenance. To Add a New Customer Profile Record: 1. From the main Call Logging menu bar, select Customer>Profile or click the Customer Profile button. The Profile Record (Customer Record) for the current Call Record displays. 2. Create a new Customer Profile Record in one of the following ways: Click the Create Customer Record button in the toolbar Select File>New Customer Record. HEAT

Profile Form 6-3 3. The Customer Type dialog box opens. The following Customer Types are predefined in the HEAT demo data: Company - Company profile information Department - Internal departments for the Help Desk Employee - Employee profile information Equipment - Equipment profile information Facility - Facility profile information 4. When you choose the Customer Type, the cursor defaults to the first field in the Subset. Type the information to complete the form. If the HEAT administrator enabled you to upload photos or images to the record: Right-click the photo or image placeholder icon in the Subset form. For example, for an Employee profile, you might right-click the employee badge icon in the upper left corner of the Subset form. Either upload the image (select Image>Upload Image) or paste in the image (select Image>Paste). Note: If upload (and if this function has been enabled by the administrator), the original image will also become an attachment. 5. Click the Save button. Add Profile Records On the Fly If you are in the middle of creating a new Call Record and find that you need to add information to the Profile table, you can do it on the fly. To Add a New Profile Record On the Fly: 1. Click the New Call Record button. A blank Call Record displays. Note: The new Call Record defaults to the Customer Type of the last active Call Record. If you need to change the Customer Type, select File>Customer Type. The Customer Type dialog box opens. Select the appropriate Customer Type. Click OK and a blank Profile record bearing that Customer Type displays. 2. Your cursor defaults to the Subset. Press F9. The Validate from Profile dialog box opens. 3. Click New. A blank Profile form displays. Type the information to complete the form. If the HEAT administrator enabled you to upload photos or images to the record: Right-click the photo or image placeholder icon in the Subset form. For example, for an Employee profile, you might right-click the employee badge icon in the upper left corner of the Subset form. Either upload the image (select Image>Upload Image) or paste in the image (select Image>Paste). Note: If upload (and if this function has been enabled by the administrator), the original image will also become an attachment. 4. Click the Save button. User Guide

6-4 Customer Records Edit Profile Records When Profile information changes, you can update it if you have the rights required to do so. To Edit a Profile Record: 1. Find the Profile record you want to edit. 2. If the grid view opens, click the Form View button. 3. Edit the information. 4. On the toolbar, click the Save button. 5. Select File>Close. The Customer Record closes and returns you to the Call Record. Delete Profile Records You can delete a Profile if you have the rights required to do so. IMPORTANT: Always get permission from your system administrator before deleting. When you delete a Profile record, the information from that Profile record remains in the Subsets of the existing Call Records; however, if you attempt to re-validate Subset information on an open Call Record, or try and reopen a Call Record, there is no Profile from which the Subset can draw the information. This could cause problems when you need to run a report. To Delete a Profile Record: 1. Select Group>Close Call Group to close all open Call Groups. 2. Click the Customer Profile button. The Customer Profile record displays. 3. Select File>Customer Type. The Customer Type dialog box opens. 4. Double-click the Customer Type of the record you want to delete. The Customer grid view opens. 5. Click to highlight the specific Profile you want to delete. 6. Select Record>Delete. 7. Click Yes to confirm the deletion. 8. On the toolbar, click the Save button. 9. Select File>Close. The Customer Record closes and returns to the Call Record. HEAT

Contacts Form 6-5 Contacts Form The Contacts form stores the names of all the contacts you might have with a particular company or department. When you are in the Customer Profile record, you click the Contacts tab and the contacts appear listed in grid view. You can also access the Contacts form by selecting Customer>Contacts from the Call Logging menu bar. Note: The HEAT system administrator associates Contact forms with Customer Types in the Administrator module. If the Customer Type is not associated with a Contacts form, no contact information is available for that Customer Type. Add Contact Records As you establish more contacts at various companies and with other departments, it is necessary to add them to the Contact form. To Add a Contact Record to the Contact Form: 1. From within a Call Record in the Call Logging main window, click the Customer Profile button. The Customer Record for the currently active Call Record displays. 2. Click the Contacts tab. 3. Select Record>New or click the New Entry button. A new Contact Record displays. The Customer or Department ID from the Call Record is already in the ID field. 4. Type the remaining information. Note: You are required to have a value for the ID field and the name field, or the new Contact Record does not save. 5. Click the Save button. 6. Click the Grid/Form View button to view your new Contact Record. Configuration Form The Configuration form provides a way to capture data related to other elements of the customer s environment. A Configuration Record can contain asset information, including equipment or software. In addition, you can use this table to track various Configuration Types, such as training, storeroom equipment, inventory, IT settings, or registrations. Each Configuration Type has a unique form containing fields pertinent to that specific, configurable item. You can associate as many Configuration Types with related forms to a single Customer Record as you like. The following tasks can be performed for the Configuration Form: Add Configuration Record Edit Configuration Records Delete Configuration Records Add Configuration Record Follow the steps below to add new assets or update information in the Configuration form. To Add Information to the Profile Table: 1. From the main Call Logging menu bar, select Customer>Profile or click the Customer Profile button. The Profile record for the current Call Record displays. User Guide

6-6 Customer Records 2. Click the Configuration tab. The Configuration form displays. 3. Select Record>New or click the New Entry button. The Configuration Type dialog box opens. 4. Double-click a Configuration Type and the associated form displays. Type the information to complete the form. If the HEAT administrator enabled you to upload photos or images to the record: Right-click the photo or image placeholder icon in the Subset form. For example, for an Equipment record, you might right-click the equipment icon in the upper left corner of the Subset form. Either upload the image (select Image>Upload Image) or paste in the image (select Image>Paste). Note: If upload (and if this function has been enabled by the administrator), the original image will also become an attachment. 5. Click the Save button. 6. Click the Grid/Form View button to view your new Configuration Record. Edit Configuration Records You can revise Configuration Records if a customer's assets change. To Edit a Configuration Record: 1. From the main Call Logging menu bar, select Customer>Profile or click the Customer Profile button. The Profile record for the current Call Record displays. 2. Click the Configuration tab. The Configuration form displays. 3. If the grid view opens, double-click the item to be edited. The form view for that item displays. 4. Edit the form as needed. 5. Click the Save button. 6. Select File>Close. The Customer Record closes and returns you to the Call Record. Delete Configuration Records You can delete a Configuration Record. To Delete a Configuration Record: 1. From the main Call Logging menu bar, select Customer>Profile or click the Customer Profile button. The Profile record for the current Call Record displays. 2. Click the Configuration tab. The Configuration form displays. 3. Highlight the Configuration Record you want to delete. 4. Select Record>Delete. 5. Click Yes to confirm the deletion. 6. On the toolbar, click the Save button. 7. Select File>Close. The Customer Record closes and returns you to the Call Record. HEAT

Call History Form 6-7 Call History Form The content of the Call History form does not actually reside in a discrete database table but is the result of a database query. The form contains a list of all existing Call Records for the selected entity. To Access a Customer s Call History: Click the Caller History button on the Call Logging toolbar. The Call History displays (in grid view) a record of all the calls for the currently active CustID from the CallLog table. User Guide

6-8 Customer Records HEAT

7 Customer Groups Customer Groups allow you to group or organize Customer Records according to similarities or some other desirable criteria. For example, you can create a Customer Group to cluster Customer Records for customers living in Colorado. Creating a group allows you to search for records very quickly. You can also run AutoTasks against groups. HEAT provides several predefined Customer Groups. You can use these Customer Groups, modify them, or create your own. A single Customer Record can belong to multiple groups, and a group may include one or many Customer Records. A Customer Group is dynamic and changes with Customer Records as they are altered. The active Customer Group name and Customer Record count appear in the title bar at the top of the window. Create Customer Groups Define the criteria for a Customer Group using one of the following: Simple Search - One expression or set of criteria (for example, all customers living in Colorado; expression is State = Colorado). Boolean Search - Multiple expressions or sets of criteria (for example, Gold customers living in Colorado; expressions are SLA = Gold AND State = Colorado). You can designate an audience for a Customer Group by selecting a View for the Customer Group. You can create a toolbar button for each Customer Group and place them on your toolbars for easy access. You create toolbar buttons using the Open Customer Groups dialog box.

7-2 Customer Groups Simple Search You can create a Customer Group using a Simple Search, which is a query of one expression or set of criteria; for example, all open customers living in Colorado; expression is State = Colorado. Note: If you want to search based on more than one condition, you must use a Boolean search. To run a Simple Search, select your query from a list of predefined queries your system administrator has already set up. When you search within the group, the group is narrowed because HEAT looks for the single condition criterion and closes any other records not meeting the criterion. After running a Simple Search, HEAT takes the query results and creates a Customer Group so the group you searched is retained. To Create a Customer Group Using a Simple Search: 1. Open the Customer Window by clicking the Customer Profile button on the Call Logging toolbar. 2. From the Customer Profile menu bar, select Group>Simple Search. A submenu with single search criteria opens. 3. From the submenu, select a field to search (for example, State). The Simple Search for Field dialog box opens for the field you selected. 4. In the Operator drop-down list, select a logical operator (for example, =). 5. Click Browse to select a value for the search. The Validate from dialog box opens. 6. Select the value you want to add to the search. 7. Click OK. 8. In the Simple Search for Field dialog box, select the Profile Type. 9. Click Run to begin the search. All Customer Records that match your criteria are displayed in the Call Logging main window (either in Grid view or Form view). Boolean Search You can create a Customer Group using a Boolean Search, which is a query of multiple expressions or sets of criteria; for example, all Gold customers living in Colorado; expressions are SLA = Gold AND State = Colorado. To Create a Customer Group Using a Boolean Expression: 1. Open the Customer Window by clicking the Customer Profile button on the Call Logging toolbar. 2. From the Customer Profile menu bar, select Group>New Customer Group. The New Customer Group dialog box opens. HEAT

Create Customer Groups 7-3 3. Type a name and description for your new Customer Group. 4. In the Save to View section, select a View (audience) for your Customer Group. If you click Team, select the appropriate team from the drop-down list. All users assigned to that team have access to the Customer Group. 5. In the Table Name drop-down list, select the table containing the field you want to use in your expression. When you select one of the tables, the available fields for that specific table appear in the Field list. Note: If you select a Compound table (Config table), you can also choose a Table Type. If you choose a Compound table, you can select the Fields from all Table Types check box to include every instance of a specific field from all of the available table types in your search criteria. You can also select @Functions to use in the expression. Only @Functions that are pertinent to Customer Records and Customer Groups are available. 6. In the Field list, double-click a field to add it to the Boolean Expression (for example, SLA). 7. In the Operators list, double-click an operator to add it to the Boolean Expression (for example, =). 8. Click Browse Field Data. The Validate from dialog box opens for the field you selected. All available items appear in grid view. Select a value, then click OK (for example, Gold). 9. Continue to add expressions: Click AND to add another statement. Using AND to join expressions means results must meet the criteria indicated by all expressions. For example, CallLog.CallStatus='Open' AND CallLog. CallType='Hardware'. Click OR to add a varying statement. Using OR to join expressions means results must meet any of the criteria indicated by the expressions. For example, CallLog.CallStatus= 'Reopened' OR CallLog. CallStatus='Open'. Note: To create a new Customer Group designed with a complex Boolean expression, save time by opening a similar, existing Customer Group, modifying the expression, then performing a Save As under the new group name. Also, the group can be saved to another view. User Guide

7-4 Customer Groups 10. To define a sorting order for the Customer Group, click the Order By button to open the Order By dialog box. Then, select the field(s) by which you want to sort the group; for example, if you select CallID, all records in the group are listed in ascending or descending order (you specify) by their Call ID numbers. When finished, click OK. Note: You need to refresh the group before sorting takes effect. To do this, click Save and Run or manually refresh the group. 11. Click the Check button to verify that your expression text is correct. 12. When you are satisfied with the expression text you have defined, click the Run button. All Customer Records that match your criteria are displayed in the Call Logging main window (either in Grid view or Form view). To save the Customer Group without running the search, click Save. To save the Customer Group and run the search, click Save and Run. Working with Customer Groups You can perform the following tasks for Customer Groups: Open Customer Groups Edit Customer Groups Delete Customer Groups Create Toolbar Buttons for Customer Groups Open Customer Groups You can open a Customer Group from the list of Personal, Team, or Global Customer Groups. To Open a Customer Group: 1. Open the Customer Window by clicking the Customer Profile button on the Call Logging toolbar. 2. From the Customer Profile menu bar, select Group>Open Customer Group. The Open Customer Group dialog box opens. HEAT

Working with Customer Groups 7-5 3. In the View section, filter the list by selecting Personal, Team, Global, or All. 4. Select a Customer Group in the list, then click Open. The Customer Group opens in the Customer window. Note: You can also open a Customer Group by pressing Ctrl+O when in the Customer Window. Edit Customer Groups You can edit the criteria defining a Customer Group, changing data in any field of the dialog box or creating a new Boolean search to formulate a new Customer Group. To Edit a Customer Group: 1. Open the Customer Window by clicking the Customer Profile button on the Call Logging toolbar. 2. From the Customer Profile menu bar, select Group>Open Customer Group. The Open Customer Group dialog box opens. 3. In the list of groups, select the group you want to edit (you can filter the list by selecting a View), then click Edit. The Edit Customer Group dialog box opens. 4. Change the information in the Name or Description fields, select a different View (audience) for the group, or if needed, edit the Boolean expression text. 5. Click Save. Delete Customer Groups You can delete a Customer Group if you have security rights to do so. Use caution when deleting a Customer Group; once deleted, you cannot restore it unless you recreate the Customer Group. To Delete a Customer Group: 1. Open the Customer Window by clicking the Customer Profile button on the Call Logging toolbar. User Guide

7-6 Customer Groups 2. From the Customer Profile menu bar, select Group>Open Customer Group. The Open Customer Group dialog box opens. 3. In the list of groups, select the group you want to edit (you can filter the list by selecting a View), then click Delete. 4. Click Yes to confirm deletion of the group. 5. Click Close. Create Toolbar Buttons for Customer Groups You can create a toolbar button for a Customer Group so that you can run it directly from the Customer Profile toolbar. To Create a Toolbar Button for a Customer Group: 1. Create and save a Customer Group. 2. From the Customer Profile menu bar, select Group>Open Customer Group. The Open Customer Group dialog box opens. 3. In the list of Customer Groups (filtered by View), select the group for which you want to create a toolbar button. 4. Click the Associated Toolbar Button button. The Select Image dialog box opens. 5. Select either a Stock or Custom image for the button. A preview of the image is displayed at the top of the dialog box. Note: HEAT provides several stock images for your use or you can add your own custom image. Images are limited to 45 KB. User must possess the appropriate security right (Custom Image Import) to add and remove custom images. 6. Select Insert a New Toolbar Button. 7. Click OK. The button is placed on the Customer Profile toolbar. HEAT

8 Attachments You can attach a wide variety of files and applications to the database, Customer Records, and individual Call Records. Attachments provide 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, etc. HEAT provides three types of attachments: Call Record attachments - Call Record attachments link files or applications to a single Call Record, which can only be viewed from that Call Record. Click the Attachments tab to view the attachments. Refer to "Record Attachments" for details about adding, editing, viewing, and removing attachments. Customer attachments - Often called Profile attachments, Customer attachments link files or applications to a Customer Profile record. Click the Attachments tab to view the attachments. You can access Profile attachments from the Call Logging window through Customer>Profile Attachments. Refer to "Record Attachments" for details about adding, editing, viewing, and removing attachments. Global attachments - Global attachments link files or applications to the entire HEAT database, which can be viewed at any time while in Call Logging. They may contain background information such as schedules, release notes, fax documents, internal policies, etc. Use global attachments to place commonly-used utilities within easy reach of everyone who uses Call Logging. Refer to "Global Attachments". You can copy attachments to a central location (usually a shared location) specified by your system administrator. HEAT then points to the copy in the shared location rather than the original file. Use the Attachments Toolbar to add, edit, and delete attachments or click the Attachments tab, then right-click to display the shortcut menu.

8-2 Attachments Record Attachments You can perform the following Attachment procedures for Call Records and Customer (Profile) Records: Add Attachments to Records View Record Attachments Edit Attachments Remove Attachments Add Attachments to Records You can add attachments to Call Records and Customer Records using the Attachments Toolbar or click the Attachments tab. To Add an Attachment to a Record: 1. Open a Call Record or Customer Record. Do one of the following: Click the Add Attachment button on the Attachments toolbar. The Enter New Attachment Information for Call ID dialog box opens. Click the Attachments tab. Right-click, then click Add Attachment from the shortcut menu. The Enter New Attachment Information for Call ID dialog box opens. 2. In the Description field, type a description (which will appear on an attachment button in the Attachments toolbar). 3. Click Browse to browse to the location of the file, or type a file name or URL in the File Name field. 4. To copy the attachment to the central location specified by your system administrator, select the Copy Attachment check box. 5. Click OK. The attachment is now listed on the Attachments tab. View Record Attachments To View an Attachment: 1. Click the Attachments tab. 2. Right-click the attachment, then click View Attachment from the shortcut menu, or simply double-click the attachment. HEAT

Global Attachments 8-3 Edit Attachments You can edit the file names and paths for attachments using the Attachments toolbar or click the Attachments tab. To Edit an Attachment: 1. Open a Call Record or Customer Record. Do one of the following: Click the Edit Attachment button on the Attachments toolbar. The Edit Attachment Information for Call ID dialog box opens. If there is more than one attachment for the record, the Select Attachment to Edit dialog box opens. Highlight an attachment, then click Select. Click the Attachments tab. Right-click the attachment, then click Edit from the shortcut menu. The Edit Attachment Information for Call ID dialog box opens. 2. Edit the Description field, the path (or URL) and file name of the file, or select the Copy Attachment check box. 3. Click OK. 4. Select File> Save Call Record. Remove Attachments If you no longer need an attached file, you can remove it from the record. To Remove an Attachment: 1. Open a Call Record or Customer Record. Do one of the following: Click the Remove Attachment button on the Attachments toolbar. If there is more than one attachment for the record, the Select Attachment to Edit dialog box opens. Select an attachment, then click Remove. Click the Attachments tab. Right-click the attachment, then click Remove from the shortcut menu. 2. Click Yes to confirm the removal of the attachment. Global Attachments You can perform the following tasks for Global attachments: Add Global Attachments View Global Attachments Edit Global Attachments Remove Global Attachments Add Global Attachments You can add Global attachments using the Attachments toolbar. To Add a Global Attachment: 1. Click the Global Attachments button on the Attachments Toolbar. The Global Attachments dialog box opens. 2. Click Add. The Enter New Attachment Information for Call ID dialog box opens. User Guide

8-4 Attachments 3. In the Description field, type a description (which will appear next to the attachment icon in the Global Attachments dialog box). 4. Click Browse to browse to the location of the file, or type a file name or URL in the File Name field. 5. To copy the attachment to the central location specified by your system administrator, select the Copy Attachment check box. 6. Click OK. Notice the attachment is now listed in the Global Attachments dialog box. 7. Click Exit. View Global Attachments Global attachments can be viewed in the Global Attachments dialog box. To View an Attachment: 1. Click the Global Attachments button on the Attachments toolbar. The Global Attachments dialog box opens, listing all Global attachments. 2. Select the attachment you want to see, then click View. Edit Global Attachments You can edit Global attachments using the Attachments toolbar. To Edit a Global Attachment: 1. Click the Global Attachments button on the Attachments toolbar. The Global Attachments dialog box opens. 2. Select the attachment you want to modify, then click Edit. The Enter New Attachment Information for Call ID dialog box opens. 3. Edit the Description and File Name fields as needed. 4. Click OK. 5. Click Exit. Remove Global Attachments If you no longer need a Global attachment, you can remove it. To Remove an Attachment: 1. Click the Global Attachments button on the Attachments toolbar. The Global Attachments dialog box opens. 2. Select the attachment you want to delete, then click Remove. 3. Click Yes to confirm the deletion of the attachment. The attachment is removed from the list in the Global Attachments dialog box. 4. Click Exit. HEAT

9 Searching The ability to efficiently handle business relies on quick retrieval of critical information. Call Logging supplies several ways to find information housed in the database; these methods range from very simple searches to complex searches based on Boolean expressions. Search methods include: Quick Search - You can Quick Search any validated Call Record field. Quick searching allows you to type any alphanumeric combination and pull matching values from the database. For example, you could quick search the Call Type field for the value s. The Quick Search would then return all records with Call Types that begin with the letter s (for example, software). Simple Search - A Simple Search expedites locating Call Records with a single common feature, such as Company or Tracker. The system administrator determines the group of criteria from which you can select your simple search condition. Search Using the Find Command - The Find command is located in several secondary windows throughout Call Logging, under the Record menu option (it cannot be accessed from the menu bar in the main Call Logging window). The Customer Profile window, Contacts, Table Maintenance, and Asset Configuration windows all have a Record option in the menu bar. Search by Browsing - You can locate a specific Call Record by browsing through the Call Group. Search Using Go To Call ID - You can pull up a specific Call Record by its Call ID if you know that ID. Boolean Search - A Boolean search uses expressions comprising multiple conditions linked by logical operators. These expressions define the criteria by which the database is searched. Unlike a simple search, you can set as much criteria as you need to find very specific values. For example, you can find a group of Call Records closed for more than a month, whose priorities were greater than 3. First Level Support (FLS) and HEAT Plus Knowledge (HPK) - First Level Support is the knowledge base packaged with HEAT. A knowledge base is a tool for retaining the answers found as employees work issues. They can post solutions to the knowledge base, and those solutions remain available to all employees. These solutions can be posted back into Call Logging after you have made a successful search of the knowledge base. HEAT Plus Knowledge is a Web-based application that uses hierarchical content collections to store, author, and share knowledge. Integrating Call Logging with HEAT Plus Knowledge allows for searching and automatically populating knowledge entries.

9-2 Searching Quick Search If you need to find a Call Record based on a single criterion, you can perform a Quick Search. The Quick Search pulls all of the values matching that criterion, in effect giving you a short list of values from which to select. To Perform a Quick Search: 1. In a Call Record, place your insertion point in a validated field (for example, the Last Name field), and right-click. 2. Select Validate Field from the short-cut menu. The Validate from dialog box opens for the field you are validating. 3. In the Quick Search field at the bottom of the dialog box, type the first few character(s) of the data for which you are quick searching (for example, the first letter of the last name for which you are searching). Note: Depending upon the value for which you are searching, you can type any logical alphanumeric combination. For example, if you are searching for a phone number whose area code begins with 3, you might type (3. 4. Click Search. A list of all possible values that matches the characters you typed appears in the Validate from dialog box. 5. Double-click the one you want and it automatically fills the Subset of the Call Record. Note: If you are validating the Call Type field, and the Call Type you choose has an associated Detail form, that Detail form will be auto-populated. Simple Search A simple search looks for all Call Records with a common feature, such as Company or Tracker. Your HEAT system administrator determines on which fields you can search. 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. A submenu opens. To perform a simple search on a field in a Call Record, place the insertion point in the field and right-click. Select Simple Search from the short-cut menu. The Simple Search for Field opens for the field you selected. 2. Select a field to search from the submenu. The Simple Search for Field opens for the field you selected. 3. In the Operator drop-down list, select a logical operator. Note: An operator defines the logical relationship between a selected data field and its contents. 4. Click Browse to select a value for the search. The Validate from dialog box opens for the field. HEAT

Search Using the Find Command 9-3 5. Click to highlight the data you want to locate. Note: You can use the Quick Search feature from this box. Type the first few characters of the data for which you are searching and select Search. You can also use the Boolean Search button to define the data you are searching for (refer to "Boolean Search"). The Show All button can be used to display all of the items found in the subject validation table. 6. Click OK. 7. Select the Narrow an Open Call Group check box to indicate 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. Search Using the Find Command The Find command is found in the Customer Profile window, Contacts, Table Maintenance, and Asset Configuration windows under the Record menu bar option. Using this search option, you can also create a Boolean Search to find customer Profile records from one Profile table field, then sort the records according to a sort order criterion you specify. For example, you could search for all Profile records for companies in Denver, then sort them by SLA Class. To Find a Customer Profile Record: 1. From the main Call Logging window, select Customer>Profile. The current customer's Profile record displays. Note: You could click any of the tabs at the top of the window to perform searches in the Configuration, Contacts, or Call History records associated with the currently active customer. 2. Select Record>Find. The Profile Search dialog box opens (or, if you clicked from one of the other tabs, the dialog box would reflect the tab name, such as Config Search). User Guide

9-4 Searching 3. In the Customer Type drop-down list, select a Customer Type. 4. In the Field list, select the field to search. 5. In the Operator list, select a logical operator. 6. In the Value field, either type a value or click Browse to select a value. If you click Browse, the Browse Data dialog box opens. Select a value from the list and click Select. 7. To search this criteria, click Search. 8. To enhance your search criteria click the More button. Additional functionality opens in the Profile Search dialog box. Click Add. The search criteria you have already defined appears in the Condition List section, and the AND and OR buttons are activated. Click AND to add another statement. Using AND to join expressions means results must meet the criteria indicated by all expressions. For example, CallLog.CallStatus='Open' AND CallLog. CallType='Hardware'. Click OR to add a varying statement. Using OR to join expressions means results must meet any of the criteria indicated by the expressions. For example, CallLog.CallStatus= 'Reopened' OR CallLog. CallStatus='Open'. 9. Repeat steps 4 through 6 to create another condition, then click Add to add that criteria to the Condition List section. 10. Click Search. Search by Browsing You can browse through a list of Call Records in a Call Group to locate a specific Call Record. To Search by Browsing: 1. From the Group menu, select Call Record Browse. The Call Record Browse dialog box opens. 2. Scroll through the list of Call Records, then click to highlight a Call Record. To display the highlighted Call Record in the Call Logging window, select the Synchronize Displays check box. When you click Close, Call Logging returns to the prior active Call Record. To go to the highlighted Call Record, click the Go To Call button. Note: You can also print the highlighted Call Record from this dialog box. Click the Page Setup button to format the record, then click the Print button. Press Close to exit the box. Search Using Go To Call ID You can quickly search out a Call Record using the Go To Call ID function. To Perform a Search Using the Go To Call ID Command: 1. From the main Call Logging menu, select File>Go To Call ID. The Go To Call ID dialog box opens. 2. In the Call ID field, type the Call ID you are looking for. 3. Click OK. The Call Record you selected displays in the main Call Logging window. HEAT

Boolean Search 9-5 Boolean Search All searches are designed to locate information based on specific criteria. Boolean searching is a method developed primarily for a computer-generated search of a database. This type of search also locates information based on multiple sets of criteria. The criteria is defined in terms of an expression, which employs values and/or symbols to find the data meeting the conditions you set up in the expression. In a Boolean search, these expressions can compare, filter, or define relationships using logical operators. These operators include: AND, OR, >, <, >=, <=, <>,=, like, is empty, is not empty, is null, is not null. Logical Operators Logical Operator Description Example AND OR Less Than (<); Less Than or Equal To (<=); Greater Than (>); Greater Than or Equal To (>=); Equal To (=); Not Equal To (<>) like Connect conditions with AND to have Call Logging return Call Records containing all of the specified values. Connect conditions with OR to have Call Logging return Call Records containing any of the specified values. The equivalency operators define a comparative relationship of values. Use this operator to find text within a Call Record. To find open Call Records with Hardware as the Call Type and JSmith as the tracker: CallLog.CallStatus = 'Open' AND CallLog.CallType = 'Hardware' AND CallLog.Tracker = 'JSmith' To find calls made about either Lotus 1-2-3 issues or Microsoft Excel issues: CallLog.CallType='Excel' OR CallLog.CallType='Lotus 123' To find all Call Records with a Call Type of Purchase Order resolved on or before 12/31/ 08: CallLog.CallType='Purchase Order' AND CallLog.CallStatus='Solved' AND CallLog.ClosedDate<='2008-12-31' To pull all Call Records with a Call Type of Purchase Order resolved on or after 12/31/08: CallLog.CallType='Purchase Order' AND CallLog.CallStatus='Solved' AND CallLog.ClosedDate >='2008-12-31' To search for data with a relationship to all but one of the possible associated values, such as a list of all Call Records that are not closed, use the Not Equal To operator (<>) to exclude that value; in this case, exclude the closed Call Status value (thereby including all the rest): CallLog.CallStatus <> 'Closed' To find a closed Call Record for which you have forgotten the customer s name, but recall that the Call Description contained the word training, use the like operator to find Call Records that include training in the Call Description: {CallLog.CallDesc}like '%training%' Note: The % is used as a wildcard, which replaces any text that may precede or follow the word training. User Guide

9-6 Searching Logical Operator Description Example is empty is not empty is null is not null Use this operator to find empty fields. Use this operator to find fields containing a value. Use this operator to search for field values equal to zero. Use this operator to search for field values that are not equal to zero. To find all Call Records with an empty Priority field: CallLog.Priorityis empty To find all Call Records with a value in the SLA field: CallLog.CallStatus is not empty To find all clients who did not pay tax on their orders (maybe all of your out-of-state clients): Detail.TaxCostis null To find all clients who did pay tax on their orders (maybe all of your in-state clients): Detail.TaxCostis not null @Functions When creating a Boolean expression, you may need to use @Functions to capture constantly changing variables. Doing so greatly simplifies Group creation by eliminating the need to constantly redefine new groups. Example: If you wanted to retrieve all calls within a date range that included current date, you could use an @Function in place of the specific current date. Instead of the following expression, which would pull all Call Records received between the last day of 2008 and the current date of November 12, 2009: {CallLog.RecvdDate} >= '2008-12-31' AND {CallLog.RecvdDate} <= '2009-11-12 You could create the following expression, which results in finding all Call Records received between the last day of 2008 and the current date, expressed by an @function: {CallLog.RecvdDate} >= '2008-12-31' AND {CallLog.RecvdDate} <= @Date() HEAT Plus Knowledge (HPK) HEAT Plus Knowledge is the advanced, web-based, knowledge base solution that uses hierarchical content collections to store, author, and share knowledge. When integrated with HEAT Call Logging and HEAT Self Service, HPK can be used to manage and share knowledge within your support organization and with the customers your organization supports. Advanced search features in HEAT Plus Knowledge expedite the process of finding answers to questions and solving problems, then facilitates posting solutions and automatically populating knowledge entries. HEAT Plus Knowledge Components HEAT Knowledge Connector - The tool used for the integration between Call Logging and HPK; The HPK Knowledge Service opens within the Knowledge Connector. To use HPK, Call Logging must be directed to the location of the knowledge base executable (KBConnector.exe) in User Preferences. Refer to "Path Preferences" for details. Knowledge Service - The primary HPK component, installed on the server. HEAT

First Level Support (FLS) 9-7 HEAT Plus Knowledge Administration - The interface used to manage HPK users and security as well as create empty content collections. Launched by clicking a button from the HPK navigation bar, Administration access is limited to users with the appropriate security rights. Self Service - The HPK user interface for the users supported by your organization and accessible by users through an Internet browser. First Level Support (FLS) First Level Support uses knowledge bases you create, or import from a third-party vendor, to share information. In knowledge bases, users can browse through topics to find answers to a problem, post solutions to a problem, or provide supporting documentation. FLS is integrated with Call Logging so you can easily transfer text from an FLS topic directly into a Call Logging field and vice versa. Example: While you are working in Call Logging, you can search FLS to look for a solution to the issue of the current Call Record. When you find the solution, you can transfer the solution text directly to the Call Record. The knowledge bases in FLS are called knowledge trees. Like an outline, knowledge trees are arranged in a hierarchical format of topics and subtopics, called nodes and child nodes (or subnodes). You can browse FLS trees by clicking the nodes, or you can search for keywords and phrases. Note: For further information and instructions on setting up and using FLS, refer to the First Level Support online help. User Guide

9-8 Searching HEAT

10 InfoCenter The InfoCenter is a source of information for Call Logging users. It is located to the left of the Call Record in the Call Logging main window. Users can switch back and forth between the two components that comprise the InfoCenter: HEATBoard - The HEATBoard is an information source, where users can post and read important notices pertaining to specific call issues or company-related events such as staff meetings, work process changes, or facility issues. Call Map - The Call Map is an expandable and collapsible summary view of the currently active Call Record. To manipulate the InfoCenter: Click the HEATBoard tab to view the HEATBoard Click the Call Map tab to view the Call Map. Click and drag the edge of the InfoCenter panel to resize it. Click the Close icon to close the InfoCenter (which can be reopened from the View menu or by pressing Ctrl+Alt+I). Click the Auto Hide icon to hide the InfoCenter, leaving an InfoCenter tab; move your mouse over the tab to reopen the InfoCenter to see needed information; move your mouse away from the tab to re-hide the InfoCenter. Click the Auto Hide icon again to re-dock the InfoCenter. Move the InfoCenter to other areas of your window by clicking the header at the top and dragging the InfoCenter to the desired location. Double-click the InfoCenter header to redock it.

10-2 InfoCenter Display Options To access display options, select View>InfoCenter from the Call Logging menu bar. A shortcut menu opens: Show InfoCenter - Includes the InfoCenter in the Call Logging window. Show Call Map - Includes only the Call Map component of the InfoCenter in your window. Show HEATBoard - Includes only the HEATBoard component of the InfoCenter in your window. Go to Call Map - The equivalent of clicking the Call Map tab in the InfoCenter: the Call Map becomes the active panel. Go to HEATBoard - The equivalent of clicking the HEATBoard tab in the InfoCenter: the Call Map becomes the active panel. Note: The HEAT administrator sets up specific rights for each user. HEATBoard rights allow a user access to the HEATBoard. Additional rights such as adding, editing, deleting, and autoclosing are granted at the discretion of the HEAT administrator. Call Map rights include access to the Call Map as well as options to change the User Preferences settings. HEATBoard The HEATBoard is an electronic bulletin board, located in the InfoCenter, where you can post issues affecting all personnel. Users can see that an issue is logged and that corrective action is in progress. This could include one issue relating to many customers (such as a printer malfunction or power failure) or an important issue all members of a team need to be aware of (such as a new application patch release). The HEATBoard provides a venue where these issues are made visible and their resolution can be managed. Using the HEATBoard, you can link all Call Records pertaining to a specific issue so that all of the calls are managed together. One call is designated as the Lead Call, and all new information, actions, or final resolutions for the issue are stored in the Lead Call. After an issue is resolved, you can automatically close all of the Call Records linked to the Lead Call using the AutoClose feature. The resolution information automatically posts to all of the linked calls. To open the HEATBoard, click the HEATBoard tab in the InfoCenter. To set preferences for the HEATBoard to govern the display, select Edit>User Preferences>HEATBoard Tab. To see issues related to a different View (such as a team), click the Global bar and select the desired View. HEAT

HEATBoard 10-3 Accessory Menu and Toolbar Use the Accessory menu to access HEATBoard commands to create, edit, and autoclose issues, to open Groups, to designate a Lead Call, and to link/unlink calls. The HEATBoard toolbar provides quick access to many of the HEATBoard commands. HEATBoard Toolbar Buttons The HEATBoard has a set of toolbar buttons to access HEATBoard functionality (from left to right): New HEATBoard Issue - Opens the Create new HEATBoard Issue dialog box. HEATBoard Issue Details - Displays the details of the selected issue. Link Current Call - Links the currently active Call Record to the currently selected HEATBoard issue. You can only link a Call Record to one HEATBoard issue. Open Group - Opens the Call Group comprising the selected HEATBoard issue and its linked calls. AutoClose - Automatically closes all linked calls when you resolve the lead call. In order to use the AutoClose button, you must type the closed information into the lead call, which in turn populates the closed information in all of the linked calls. Refresh - Refreshes the information in the HEATBoard. HEATBoard Issue Icons Issue icons provide information about the issue: Open Envelope Icon - If this icon appears next to a HEATBoard issue, it indicates the currently logged-on user opened and read the issue. The icon changes from a closed envelope to an open envelope when you highlight the issue. Crossed-Out Push Pin Icon - If this icon appears next to a HEATBoard issue, it indicates the Lead Call was manually closed instead of being AutoClosed, which would have also closed all of the linked calls. You may need to research why the Lead Call was manually closed, leaving associated issues open. Push Pin Icon - If this icon appears next to a HEATBoard issue, it indicates the issue has associated, linked calls. User Guide

10-4 InfoCenter Create HEATBoard Issues You can create and save HEATBoard Issues to various Team views or to the Global view. You can select the teams you want available on the HEATBoard in User Preferences. You can also create an AutoTask which, when executed, creates a HEATBoard issue; refer to "AutoTask Actions" for more information. To Create a HEATBoard Issue: 1. Click the New HEATBoard Issue button or select Accessory>HEATBoard>New HEATBoard Issue. The Create new HEATBoard Issue dialog box opens. 2. Type a description of the issue in the Text field, or click Get Description. Call Logging takes the text from the Incident Description field in the currently active Call Record and populates the Text field. 3. In the Save to View section, save the HEATBoard Issue to either the Global or Team view. If you select Team, choose the specific team from the drop-down list. 4. In the Linked Calls section: Allow Linked Calls - Allows other users to link their related calls to the HEATBoard Issue. If you do not select this option, the Expiration section becomes active, enabling you to set an expiration date/time. Note: Select Allow Linked Calls only if your issue is Call Record-related. Link Current Call - Links the currently active call to the HEATBoard Issue. If the call is already linked to a different HEATBoard Issue, this option is unavailable since calls can only be linked to one HEATBoard Issue. AutoClose - Allows the currently linked call to be closed upon resolution of the Lead Call. If you did not select Link Current Call, this option is unavailable. No AutoClose - The currently linked Call Record will not be autoclosed when the Lead Call is resolved. If you did not select Link Current Call, this option is unavailable. HEAT

Create HEATBoard Issues 10-5 5. Click OK. The new HEATBoard Issue displays in the view to which you assigned it. Edit HEATBoard Issues After you create a HEATBoard Issue, the only parameters you can edit are the description and the view. To Edit a HEATBoard Issue: 1. Select Accessory Menu>HEATBoard>Edit HEATBoard Issue, or right-click a HEATBoard Issue, then select Edit HEATBoard Issue. The Edit HEATBoard Issue dialog box opens. 2. Make the change to either the Description or Save to View options. 3. Click OK. AutoClose HEATBoard Issues After a HEATBoard Issue is resolved, you can autoclose it and all of its linked calls. Note: When you automatically close HEATBoard Issues, only the CallLog information is included in the linked calls; not the Detail, Assignment, or Journal information. To AutoClose a HEATBoard Issue: Note: When the call was initially linked to the issue, it must have been selected for AutoClose in order for this operation to work. 1. Make sure the Lead Call is the Call record currently open in Call Logging. Enter closing information into the Lead Call. Closing information includes the Solution Description and Cause. 2. In the InfoCenter, on the HEATBoard tab, click the AutoClose button. 3. The Lead Call and the linked Call Records are closed, with the following fields in those calls updated: Cause Solution Description Status Closed fields Note: If any of the linked calls selected for autoclose contain AutoTasks, you may receive an AutoTask warning apprising you that not all of the AutoTask actions are complete. User Guide

10-6 InfoCenter Designate a Lead Call When a number of calls are linked to the same issue, you can designate one of the calls as a Lead Call. The Lead Call acts as the single point-of-contact for the issue as well as a repository for new information. You should enter any information about the issue into the Lead Call. Some issues could have hundreds of linked calls. Using the Lead Call lets you quickly enter closing information, copy that information to linked calls, and close the calls in the group. When designating a Lead Call and linking calls, keep these conditions in mind: A call can only be linked to one issue. There can be only one Lead Call. A call that is added as a single issue is automatically designated as the Lead Call. To Designate the Lead Call: Ensure the call you want designated as the Lead Call is active in the Call Logging main window, then select Accessory >HEATBoard>Set Lead Call or right-click within the HEATBoard issue and select Set Lead Call. Open the HEATBoard Group You can view as a Group all of the linked calls associated with a Lead Call. To Open a HEATBoard Group: 1. Select a Lead Call from the HEATBoard. 2. Click the Open Group button or select Accessory>HEATBoard>Open Group. 3. The Lead Call and all of its associated, linked calls become the active Group in the Call Logging window. Navigate through the group using the Call Logging navigation buttons. Link Calls to HEATBoard Issues Link calls to an issue to expedite their resolution; solution information posted to a Lead Call is automatically posted to the linked calls at the time of closure. To Link a Call to a HEATBoard Issue: 1. Highlight the HEATBoard Issue to which you want to link the call. 2. Select Accessory>HEATBoard>Link current call. The Link Current Call to HEATBoard Issue dialog box opens. 3. Select Allow this call to be AutoClosed if you want to AutoClose this call when the Lead Call is resolved. 4. Click OK. HEAT

Call Map 10-7 Unlink Calls from HEATBoard Issues Occasionally, you may need to unlink a Call Record from a HEATBoard Issue. To Unlink a Call from a HEATBoard Issue: Make sure the Call Record you want to unlink is the currently active Call Record. Select Accessory Menu>HEATBoard>Unlink Current Call or right-click within the HEATBoard Issue and select Unlink Current Call. Note: If the Call Record you want to unlink is the Lead Call, a warning appears. If you unlink the Lead Call, the previous Lead Call or the oldest linked call in sequence becomes the new Lead Call. Call Map The Call Map is located in the InfoCenter. If the Call Map is not visible, click the Call Map tab in the InfoCenter to bring it to the front (which moves the HEATBoard to the back). Like a table of contents, the Call Map provides a quick overview of the currently-displayed Call Record. The HEAT administrator determines the Call Map categories. Click the plus and minus signs to the left of each category to expand or collapse the branch. Double-click a branch or item in a branch to view it in the main Call Logging window. Right-click any item in the Call Map to access shortcut menus. Shortcut menus allow you to navigate to, create, edit, and delete records. In User Preferences, users can determine which categories to include on their Call Map: To set preferences for the Call Map to govern the display, select Edit>User Preferences>Call Map Tab. You can also set grid preferences for displaying assignments and journals in the Call Map. User Guide

10-8 InfoCenter HEAT

11 AutoTasks An AutoTask is a user-defined operation that performs one or more actions with a single click. AutoTasks can be simple (one action) or complex (two or more actions). For example, you can create a simple AutoTask to send an email to a contact, acknowledging receipt of the contact s inquiry. Or, you can create a complex AutoTask to create an Employee Setup record, create the necessary tasks associated with the process, then notify the respective teams of the new assignments for the work order. The AutoTask feature is especially useful for automating routine or repetitive actions, such as sending thank you letters or flagging assignments. HEAT offers several predefined AutoTasks for your use. Use these AutoTasks, edit them, delete them, or create your own. When creating and managing AutoTasks, you can: Designate an audience for an AutoTask by selecting a View for the AutoTask. Organize AutoTasks by folder. AutoTasks are organized by folder in a tree format (filtered by View). HEAT provides some default folders such as Quick Assignments, Copy Calls, and Quick Messages for your use. Create a toolbar button for each AutoTask and place it on your toolbar for easy access. Use the Manage AutoTasks dialog box to create, edit, copy, delete and run AutoTasks; create, edit, and delete folders; add AutoTasks to the AutoTask menu for easy access; and create toolbar buttons for AutoTasks. Import and export AutoTasks so that they can be shared between systems. AutoTasks are exported as HEAT Export files (.hef).

11-2 AutoTasks Working with AutoTasks The following procedures can be performed for AutoTasks from the Manage AutoTasks dialog box: Create AutoTasks Edit AutoTasks Copy AutoTasks Delete AutoTasks Run AutoTasks Work with AutoTask Folders Create AutoTasks Toolbar Buttons You can also Import AutoTasks and Export AutoTasks; select these options from the AutoTasks menu. Create AutoTasks You can create AutoTasks for Call Records or Customer Records. To create an AutoTask for Customer Records, be sure to have the Customer Window active in Call Logging. To Create an AutoTask: 1. From the Call Logging menu bar, select AutoTask>Manage AutoTasks. The Manage AutoTasks dialog box opens. 2. Click Add. The Add/Edit Task dialog box opens. HEAT

Working with AutoTasks 11-3 3. In the Name field, type a descriptive name for the AutoTask. 4. In the Description field, type a brief description for the AutoTask. 5. To display the AutoTask on the AutoTask menu, select Display on Menu (if you do not select this option, you must run the AutoTask from the Manage AutoTasks dialog box). 6. In the Save to View section, specify the View (audience) who will have access to the AutoTask. If you click Team, select the appropriate team from the drop-down list. 7. To organize the AutoTask by folder, select an existing folder in the Folder drop-down list. Note: If the folder does not yet exist, exit the task, and create the folder. 8. In the Actions section, click Add to add an action. The Specify Action Type dialog box opens (refer to "AutoTask Actions" for more information). 9. Select the action you want to define, then click OK. A dialog box opens, specific to that AutoTask action, enabling you to define the details for the action. 10. Complete the details of the action, then click OK. The action now appears in the Add/Edit Task dialog box under Actions. To edit an action, select the action, then click Edit. To delete an action, select the action, then click Remove. 11. Continue to add actions as needed by repeating steps 8 through 10. 12. To display a confirmation dialog box before the AutoTask is run, select the Confirm AutoTask Run check box. The confirmation dialog box displays the AutoTask name and description, and requires the user to click OK to confirm the AutoTask run. 13. Click OK. The AutoTask now appears in the Manage AutoTasks dialog box. After you create the AutoTask, you can create a toolbar button for the AutoTask, run the AutoTask, or export the AutoTask. User Guide

11-4 AutoTasks Edit AutoTasks To Edit an AutoTask: 1. In the Manage AutoTasks dialog box, select the AutoTask you want to modify, then click Edit. 2. The Add/Edit Task dialog box opens, in which you can modify the name, description, View, folder, and actions. 3. When all changes have been made, click OK. 4. Close the Manage AutoTasks dialog box, or run the AutoTask. Copy AutoTasks To Copy an AutoTask: 1. In the Manage AutoTasks dialog box, select the AutoTask you want to copy, then click Copy. 2. The Add/Edit Task dialog box opens, in which you can modify the name, description, View, folder, and actions of the selected AutoTask to create a new AutoTask (you must at least modify the name). 3. Click OK. 4. Close the Manage AutoTasks dialog box, or run the AutoTask. Delete AutoTasks To Delete an AutoTask: 1. In the Manage AutoTasks dialog box, select the AutoTask you want to delete, then click Delete. 2. Click OK to confirm the deletion. 3. Close the Manage AutoTasks dialog box. Run AutoTasks You can run an AutoTask against Call Records or Customer Records. To run an AutoTask against Customer Records, be sure to have the Customer Window active in Call Logging. You can also run an AutoTask by clicking the associated toolbar button (if defined), or by selecting the AutoTasks from the AutoTask menu (if defined). To Run an AutoTask: 1. From the Call Logging menu bar, select AutoTask>Manage AutoTasks. 2. At the Manage AutoTasks dialog box, select: Run - Runs the selected AutoTask against records in your database. Group Run - Runs the selected AutoTask against records in the currently open group. 3. If the Confirm AutoTask Run check box was selected for this task, a confirmation dialog box opens. 4. Click OK to confirm the AutoTask run. HEAT

Working with AutoTasks 11-5 Work with AutoTask Folders You can create AutoTasks folders to organize your AutoTasks. Folders are created and listed in alphabetical order in the Manage AutoTasks dialog box. HEAT provides some default folders such as Quick Assignments, Copy Calls, and Quick Messages for your use. You can create AutoTasks for Call Records or Customer Records. To work with Customer Record AutoTasks, be sure to have the Customer Window active in Call Logging. To Create an AutoTask Folder: 1. From the Call Logging menu bar, select AutoTask>Manage AutoTasks. The Manage AutoTasks dialog box opens. 2. Click New Folder. The New Folder dialog box opens. 3. Type a name for the new folder, then click OK. The new folder appears in the Manage AutoTasks dialog box. You can add AutoTasks to the folder. To Edit an AutoTask Folder: 1. From the Call Logging menu bar, select AutoTask>Manage AutoTasks. The Manage AutoTasks dialog box opens. 2. Select the folder you want to edit, then click Edit. The folder name becomes available for editing. 3. Type a new name for the folder. 4. Click Close. To Delete an AutoTask Folder: 1. From the Call Logging menu bar, select AutoTask>Manage AutoTasks. The Manage AutoTasks dialog box opens. 2. Select the folder you want to delete, then click Delete. Note: To delete all AutoTasks, select the Tasks folder. 3. The Delete Folder dialog box opens. You can: Move the items currently in the folder to a different folder (specify the folder). Move items out of the folder. Also delete the items in the folder. 4. Select the desired option, then click OK. Create AutoTasks Toolbar Buttons You can create a toolbar button for an AutoTask, so you can run it directly from the toolbar. To work with Customer Record AutoTasks, be sure to have the Customer Window active in Call Logging. To Create a Toolbar Button for an AutoTask: 1. From the Call Logging menu bar, select AutoTask>Manage AutoTasks. The Manage AutoTasks dialog box opens. User Guide

11-6 AutoTasks 2. In the View section, select the View (audience) whose AutoTasks you want to display. If you click Team, select the appropriate team from the drop-down list. 3. In the list of AutoTasks (filtered by View), select the AutoTask for which you want to create a toolbar button. 4. Click Associated Toolbar Button. The Select Image dialog box opens. 5. Select either a Stock or Custom image for the button. A preview of the image is displayed at the top of the dialog box. Note: HEAT provides several stock images for your use or you can add your own custom image. Images are limited to 45 KB. User must possess the appropriate security right (Custom Image Import) to add and remove custom images. 6. Select Insert a New Toolbar Button. 7. Click OK. The button is placed on the toolbar. Note: Since the button does not display any tooltips, FrontRange Solutions recommends selecting the Confirm AutoTask Run check box for the task (in the Manage AutoTasks dialog box) to display the confirmation dialog box before the AutoTask is run. The confirmation dialog box displays the AutoTask name and description, and requires users to confirm the AutoTask run. Import AutoTasks You can import AutoTasks that have been exported to a HEAT Export File (.hef), so that you can share AutoTasks between systems. An.hef file can contain one or many AutoTasks. You can also use the Import feature to create and test AutoTasks on a test system before implementing them in a live system. You can import an AutoTask to use with Call Records or Customer Records. To import an AutoTask for Customer Records, be sure to have the Customer Window active in Call Logging. To Import an AutoTask: 1. From the Call Logging menu bar, select AutoTask>Import. The Import AutoTask dialog box opens. 2. In the View section, select the View (audience) for whom you will be importing the AutoTask. If you click Team, select the appropriate team from the drop-down list. 3. In the list of AutoTasks (filtered by View), select the folder to which you will import the AutoTask. 4. Click Browse to navigate to the.hef file to be imported. 5. Click Import. Note: If you choose to import an AutoTask that already exists in your system, HEAT checks for any differences in the AutoTasks. If no changes are detected, HEAT automatically copies over the original AutoTask. If a difference is detected, HEAT prompts you, asking if you want to: import over the original, create a new AutoTask (with an appended name), or cancel the operation. HEAT

Export AutoTasks 11-7 Export AutoTasks You can export AutoTasks so that you can share AutoTasks between systems. You export AutoTasks to a HEAT Export file (.hef). You can export one or many AutoTasks to an.hef file. Use the Export feature to create and test AutoTasks on a test system before implementing them in a live system. You can export an AutoTask to use with Call Records or Customer Records. To export an AutoTask for Customer Records, be sure to have the Customer Window active in Call Logging. To Export an AutoTask: 1. From the Call Logging menu bar, select AutoTask>Export. The Export AutoTask dialog box opens. 2. In the View section, select the View (audience) whose AutoTask you want to export. If you click Team, select the appropriate team from the drop-down list. 3. In the list of AutoTasks (filtered by View), select the AutoTask(s) to be exported. 4. Click Browse to navigate to an export location. By default, AutoTasks are exported to your current HEAT directory. 5. Click Export. AutoTask Actions An action tells an AutoTask what to do (for example, send an email). Each action can incorporate the following data: a field value, @Functions, filename, temporary filename, assignment, or journal, and some can insert a counter, blank value or new line. An AutoTask can contain one action (simple AutoTask) or many actions (complex AutoTask). Actions are listed in the Specify Action Type dialog box that opens when you are creating an AutoTask. HEAT AutoTask Actions include (arranged alphabetically): Create Activity Log Record - Use this action to record consistently- recurring activities that may not be captured by the Stopwatch. You can run this AutoTask instead of opening the Activity Log and manually adding a new record. Note: Every time you modify a Call Record, a new entry is generated in the Activity Log. However, if you open a call and do work without modifying the Record, your efforts are not captured by the log. User Guide

11-8 AutoTasks Create an Alarm - Creates a reminder to perform a task or a notification that a time period has elapsed. When you create an alarm by using an AutoTask, you can include information from Call Record fields into the alarm message, thereby eliminating the need to retrieve the original call. Create Assignment - Creates a new assignment. The setup dialog box functions similarly to Create a Call in that the fields from the Assignment table are available for modification. Field values can be appended or overwritten using the same method as in Create a Call. Create Call - Creates a new Call Record, saving time by automating many of the call creation steps. By logging even the quick calls, each call is documented and work flow processes are recorded completely. Create Configuration - Creates a new Configuration record. Create Contact - Create a new Contact record. Create Customer Login - Creates a new Customer Login ID. Create Journal - Creates a new journal entry. The functionality behind the setup window is similar to Create an Assignment in that the fields from the Journal table are available for modification. Users can append or overwrite values in the fields. Create Profile - Creates a new Profile record. Display Message Box - Displays a message dialog box (during the AutoTask run) which can be configured to convey information, or to enable the AutoTask, depending on conditions during the execution, to branch off to another AutoTask action. Execute External Service Request - Calls a Web Service or selects a third-party application to exchange information with HEAT utilizing.net capability. Goto Call(Ticket) - Performs the same action as Ctrl+G or File>Go to Call ID: enables you to open a specific Call Record by its Call ID. You can also use this action to link calls by configuring a HEAT expression to specify which call records to open. HEATBoard Issue - Creates a HEATBoard issue. The setup dialog box mirrors the dialog box that opens when creating a HEATBoard issue in the InfoCenter, with a few exceptions, due to the fact that the issue is not created until the AutoTask runs. If Field is Empty Statement - Adds an If statement to conditionally execute other AutoTasks if the specified field is not populated with data. If Statement - Adds an If statement to conditionally execute other AutoTasks. For example, you can use an If statement to stop your SLA clock (run the Stop Clock AutoTask) if a call is suspended (status = suspended). Jump to a Control - Places your cursor in specific field on a form. This action is best used after running another AutoTask. For example, after you run an AutoTask that creates a new Record, the Jump to a Control AutoTask might position the cursor in the Call Log Status field so you can change the status. Perform Dynamic Data Exchange - Performs Dynamic Data Exchange (DDE) with another application. DDE is a system that exchanges data with another application through a series of commands. This feature is designed for programmers and advanced HEAT administrators who are familiar with DDE mechanisms. Note: Integration and setup options for these processes vary according to application and vendor, so you should contact your Sales Representative for a list of certified vendors or contact the HEAT Support Desk for more information. HEAT

AutoTask Actions 11-9 Print Information - Sends selected information from a Call Record directly to the printer. You can also format text and field elements to suit a custom printout. This customization ability sets this feature apart from the print functionality available through the main Call Logging menu bar. Run an AutoTask - Runs multiple, established AutoTasks as one Super AutoTask. The individual AutoTasks execute in the order in which you add them, and they prompt the user for additional information, if required. Run a Program - Launches an executable file (.exe,.com,.bat). Send a Broadcast - Sends a HEAT Broadcast message and, if needed, an attached Call Record to every person in your Mail Group. Send a Message - Sends an email message through SupportMail or any mail protocol used in Call Logging: POP3/SMTP, MAPI, Lotus and GroupWise email systems. You can populate fields in the email with information from the current Call Record. Update Call - Updates an existing Call Record by appending or populating fields. The setup window is similar to Create a Call in that the fields from the tables can be modified. Values can be appended or overwritten in the fields using the same steps performed in Create a Call. Update Configuration - Updates an existing Configuration record by appending or completing fields. Update Contact - Updates an existing Contact record by appending or populating fields. Update Customer Login - Updates an existing Customer Login ID. Update Profile - Updates an existing Profile record by appending or populating fields. Web Browse - Launches a Web page and if needed, transfers data from the call record to the Web page. for example, an AutoTask could be created to open the Google Web site and transfer information from the Call record as the search criteria. The Web page can be opened within Call Logging (multiple Web pages can be opened on the Web tab), in a browser outside of the HEAT system, or the system can simply pass data to a Web site without opening the Web page. Write a File to Disk - Captures Call Record information in a file or temporary file format. You can then use the file as an argument for some other executable to process, or it can remain as a text record of selected data fields from the call. This function is often used in conjunction with other actions in a more complex AutoTask. Create Activity Log Record Use this action to record consistently recurring activities that may not be captured by the Stopwatch. You can run this AutoTask instead of opening the Activity Log and manually adding a new record. Note: Every time you modify a Call Record, a new entry is generated in the Activity Log. However, if you open a call and do work without modifying the Record, your efforts are not captured by the log. To Create an Activity Log Record Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Create Activity Log Record, then click OK. The AutoTask Create Activity Action dialog box opens. User Guide

11-10 AutoTasks 3. In the Title field, type a name for the Create Activity Log Record action. 4. In the Record Type drop-down list, select the type of activity you are documenting: OFFLINE - Work time not automatically recorded by HEAT. ONLINE - Work performed within the HEAT system. UNSAVED - Abandoned changes to Call Records. 5. In the Duration section, select the amount of time you want automatically added to the Activity Log for the current activity. 6. Select the calendar on which your organization runs. The duration that you choose is constrained by the calendar you select. For example, if you were to add a nine-hour duration on a calendar set up with an eight-hour work day, the log records activity on two different days. 7. In the Activity Description section, type an appropriate description for the activity, then click the Insert button to insert any fields from the Call Record you might want to include. 8. Your system administrator determines the Watch fields (tracked fields are referred to as Watch fields) that appear at the bottom of the dialog box (there can be up to three). Those appearing in the HEAT demo data are: Category Priority Cause Place the cursor in any of these watch fields, and click the Insert button to place the appropriate Call Log field in the field. These watch fields have their own columns on the Activity log. If you set them up here, when the AutoTask runs, the values in these fields appear in the specified columns. 9. Click OK. HEAT

AutoTask Actions 11-11 Create an Alarm Use this action to create a reminder to perform a task or a notification that a time period has elapsed. When you create an alarm by using an AutoTask, you can include information from Call Record fields in the alarm message, thereby eliminating the need to retrieve the original call. When you configure this action, you type the alert message and schedule the alert. You can include HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, or counters in the subject or body of the alert. To Create an Alarm Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Create an Alarm, then click OK. The AutoTask Alarm Action dialog box opens. 3. In the Title field, type a name for the Create an Alarm action. 4. In the When section, schedule the alarm action. The values you type in the Time fields reflect the amount of time you want to elapse from the running of the AutoTask to the sounding of the alarm. 5. Select a calendar from the Calendar drop-down list (all defined Hours of Operation calendars are listed). Note: The time value you selected in step 4 is limited by the calendar's active hours. 6. In the Subject field, type a description for the alarm action. You can also click the Insert button to incorporate HEAT data into the subject. 7. In the Note section, define the alarm text. You can also click the Insert button to incorporate HEAT data into the note. 8. Select Attach Current Call if you want the currently active Call Record to attach to the alarm action. 9. Click OK. User Guide

11-12 AutoTasks Create Assignment Use this action to create a new assignment. When you configure this action, you tell HEAT which fields to automatically populate in an Assignment record. You can populate the fields with HEAT field values,@functions, counters, filenames, or blank values. To Create a Create Assignment Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Create Assignment, then click OK. The AutoTask Create Assignment Action dialog box opens. 3. In the Title field, type a name for the Create Assignment action. 4. In the New Assignment section, specify when to create a new Assignment: Always create a new assignment - Creates a new Assignment each time you run the Create Assignment AutoTask. If the current assignment is new call, then use it - The current Assignment is used if it is new. Another Assignment is not created. If the current assignment is new, ask - Prompts Call Logging to ask which Assignment should be used when the AutoTask action launches. 5. In the Options section, determine if you want to: Acknowledge assignment - The AutoTask acknowledges the Assignment. The Assignee, date acknowledged, and time acknowledged information auto fills the Assignment Status Acknowledged fields. Resolve assignment - The AutoTask resolves the Assignment. The Assignee, date acknowledged, and time acknowledged information auto fills the Assignment Status Resolved fields. HEAT

AutoTask Actions 11-13 Save call when done - The AutoTask attempts to save the call. Ensure all the saved required fields have values. If not, the Call Record cannot save, and a message displays explaining the reason(s). Note: If you are a central call dispatcher, you could set up individual Create Assignment AutoTasks and associated toolbar icons for each Assignee. This greatly facilitates work assignments and reduces data entry time. 6. In the list of Fields, select the fields you want to populate when the record is created. Selecting a field activates one or more of the adjacent controls: the additional configuration icon (example: with the DateAssign field selected, clicking this icon opens the Select Date dialog box), the Validate button or the Insert button. You can click Validate or Insert to define the data that will populate the field. All required fields (identified by a lightning bolt icon) must be defined. The Overwrite column tells Call Logging whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo fields allow the Append and Insert Before options. To assign a new value to a field, highlight the field and then designate a value (either by typing a value in the Value for Text Field box, validating the field by clicking the Validate button to open the Validate From dialog box, or inserting variables using the Insert button). 7. When you have finished selecting fields, click Check to verify you have used valid formats for each. IMPORTANT: The Check button validates formats only, not values. Only after the AutoTask is run can you verify that all of your values are valid. If the AutoTask contains invalid values, an AutoTask Warning dialog box opens, informing you which field(s) contain errors. 8. Click OK. Create Call Use this action to create a new Call Record, saving time by automating many of the call creation steps. By logging even the quick calls, each call is documented and work flow processes are recorded completely. When you configure this action, you tell HEAT which forms and fields to automatically populate in a Call Record. You can populate the fields with HEAT field values,@functions, counters, filenames, or blank values. To Create a Create Call Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Create Call, then click OK. The AutoTask Create Call Action dialog box opens. User Guide

11-14 AutoTasks 3. In the Title field, type a name for the Create Call action. 4. In the New Call section, specify when to create a new call: Always create a new call - Creates a new Call Record each time you run the Create Call AutoTask. If the current call is a new call, then use it - The current Call Record is used if it is new. Another Call Record is not created. If the current call is a new call, ask - Prompts Call Logging to ask which Call Record should be used when the AutoTask action launches. 5. In the Options section, determine if you want to: Close call - The AutoTask attempts to close the call. Ensure all the closing required fields are populated. If not, the Call Record does not close and a message displays explaining the reason(s). Save call when done - The AutoTask attempts to save the call. Ensure all the saved required fields have values. If not, the Call Record cannot save, and a message displays explaining the reason(s). 6. In the Table drop-down list, select the type of record you want to create: CallLog Detail Subset 7. In the list of Fields, select the fields you want to populate when the record is created. Selecting a field activates one or more of the adjacent controls: the additional configuration icon (example: with the CallLog ClosedDate field selected, clicking this icon opens the Select Date dialog box), the Validate button or the Insert button. You can click Validate or Insert to define the data that will populate the field. All required fields (identified by a lightning bolt icon) must be defined. HEAT

AutoTask Actions 11-15 The Overwrite column tells Call Logging whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo fields allow the Append and Insert Before options. To assign a new value to a field, highlight the field and then designate a value (either by typing a value in the Value for Text Field box, validating the field by clicking the Validate button to open the Validate From dialog box, or inserting variables using the Insert button). 8. When you have finished selecting fields, click Check to verify you have used valid formats for each. IMPORTANT: The Check button validates formats only, not values. Only after the AutoTask is run can you verify that all of your values are valid. If the AutoTask contains invalid values, an AutoTask Warning dialog box opens, informing you which field(s) contain errors. 9. Click OK. Create Configuration Use this action to create a new Configuration record. When you configure this action, you tell HEAT which values to automatically populate in the Configuration record. You can populate the fields with HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, counters, lines, or blank values. To Create a Create Configuration Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Create Configuration, then click OK. The AutoTask Create Configuration Action dialog box opens. 3. In the Title field, type a name for the Create Configuration action. 4. Since you are creating a Configuration record, the Config table is displayed by default in the Table field. 5. In the Configuration Type drop-down list, select the type of record you want to create. The fields for the selected Configuration Type appear in the Fields list. User Guide

11-16 AutoTasks 6. In the list of Fields, select the fields you want to populate when the record is created. Selecting a field activates one or more of the adjacent controls: the additional configuration icon (example: with the Equipment PurchaseDate field selected, clicking this icon opens the Select Date dialog box), the Validate button or the Insert button. You can click Validate or Insert to define the data that will populate the field. All required fields (identified by a lightning bolt icon) must be defined. The Overwrite column tells Call Logging whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo fields allow the Append and Insert Before options. To assign a new value to a field, highlight the field and then designate a value (either by typing a value in the Value for Text Field box, validating the field by clicking the Validate button to open the Validate From dialog box, or inserting variables using the Insert button). 7. When you have finished selecting fields, click Check to verify you have used valid formats for each. IMPORTANT: The Check button validates formats only, not values. Only after the AutoTask is run can you verify that all of your values are valid. If the AutoTask contains invalid values, an AutoTask Warning dialog box opens, informing you which field(s) contain errors. 8. Click OK. Create Contact Use this action to create a new Contact record. When you configure this action, you tell HEAT which fields to automatically populate in the Contact record. You can populate the fields with HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, counters, lines, or blank values. To Create a Create Contact Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Create Contact, then click OK. The AutoTask Create Contact Action dialog box opens. 3. In the Title field, type a name for the Create Contact action. HEAT

AutoTask Actions 11-17 4. In the Customer Type drop-down list, select the type of record you want to create. The fields for the selected Customer Type appear in the Fields list. 5. In the list of Fields, select the fields you want to populate when the record is created. Selecting a field activates one or more of the adjacent controls: the additional configuration icon (example: with the Notes field selected, clicking this icon opens the AutoTask Field Zoom dialog box), the Validate button or the Insert button. You can click Validate or Insert to define the data that will populate the field. All required fields (identified by a lightning bolt icon) must be defined. The Overwrite column tells Call Logging whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo fields allow the Append and Insert Before options. To assign a new value to a field, highlight the field and then designate a value (either by typing a value in the Value for Text Field box, validating the field by clicking the Validate button to open the Validate From dialog box, or inserting variables using the Insert button). 6. When you have finished selecting fields, click Check to verify you have used valid formats for each. IMPORTANT: The Check button validates formats only, not values. Only after the AutoTask is run can you verify that all of your values are valid. If the AutoTask contains invalid values, an AutoTask Warning dialog box opens, informing you which field(s) contain errors. 7. Click OK. Create Customer Login Use this action to create a new Customer Login. When you configure this action, you tell HEAT which fields to automatically populate in the Customer Login. You can populate the fields with HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, counters, lines, or blank values. To Create a Create Customer Login Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Create Customer Login, then click OK. The AutoTask Create Customer Login Action dialog box opens. User Guide

11-18 AutoTasks 3. In the Title field, type a name for the Create Customer Login action. 4. The HEATCAI table displays in the Table field by default. This table stores all customer login information. The fields in the HEATCAI table appear in the Fields list. 5. In the list of Fields, select the fields you want to populate when the login is created. You can click Insert to define the data that will populate the field. All required fields (identified by a lightning bolt icon) must be defined. The Overwrite column tells Call Logging whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo fields allow the Append and Insert Before options. To assign a new value to a field, highlight the field and then designate a value (either by typing a value in the Value for Text Field box, or inserting variables using the Insert button). 6. When you have finished selecting fields, click Check to verify you have used valid formats for each. IMPORTANT: The Check button validates formats only, not values. Only after the AutoTask is run can you verify that all of your values are valid. If the AutoTask contains invalid values, an AutoTask Warning dialog box opens, informing you which field(s) contain errors. 7. Click OK. Create Journal Use this action to create a new journal entry. When you configure this action, you tell HEAT which fields to automatically populate in a Journal record. You can populate the fields with HEAT field values,@functions, counters, filenames, or blank values. This feature helps facilitate frequently-used processes, such as setting up a new employee workspace. You can generate a Journal Entry to add to the Call Record noting all the associated tasks and assignees. The Quick Journal functionality built into the sample database may also be a helpful tool to enter standard comments quickly. You can also use this action to enter standard, repetitive comments about a call such as, customer did not answer phone - left a voice mail message or the user will try the suggestion and call back shortly. To Create a Create Journal Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Create Journal, then click OK. The AutoTask Create Journal Action dialog box opens. HEAT

AutoTask Actions 11-19 3. In the Title field, type a name for the Create Journal action. 4. In the New Journal Entry section, specify when to create a new Journal entry: Always create a new journal entry - Creates a new Journal entry each time the Create Journal AutoTask runs. If the current journal is new call, then use it - The current Journal entry is used if it is new. Another Journal entry is not created. If the current journal is new, ask - This selection prompts Call Logging to ask which Journal entry should be used when the AutoTask action launches. 5. Select the Save call when done check box to have the AutoTask attempt to save the call. Ensure all the saved required fields have values. If not, the Call Record cannot save, and a message displays explaining the reason(s). 6. In the list of Fields, select the fields you want to populate when the record is created. Selecting a field activates one or more of the adjacent controls: the additional configuration icon (example: with the EntryDate field selected, clicking this icon opens the Select Date dialog box), the Validate button or the Insert button. You can click Validate or Insert to define the data that will populate the field. All required fields (identified by a lightning bolt icon) must be defined. The Overwrite column tells Call Logging whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo fields allow the Append and Insert Before options. To assign a new value to a field, highlight the field and then designate a value (either by typing a value in the Value for Text Field box, validating the field by clicking the Validate button to open the Validate From dialog box, or inserting variables using the Insert button). User Guide

11-20 AutoTasks 7. When you have finished selecting fields, click Check to verify you have used valid formats for each. IMPORTANT: The Check button validates formats only, not values. Only after the AutoTask is run can you verify that all of your values are valid. If the AutoTask contains invalid values, an AutoTask Warning dialog box opens, informing you which field(s) contain errors. 8. Click OK. Create Profile Use this action to create a new Profile record. When you configure this action, you tell HEAT which fields to automatically populate in the Profile record. You can populate the fields with HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, counters, lines, or blank values. To Create a Create Profile Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Create Profile, then click OK. The AutoTask Create Profile Action dialog box opens. 3. In the Title field, type a name for the Create Profile action. 4. Since you are creating a Profile record, the Profile table is displayed by default in the Table field. 5. In the Customer Type drop-down list, select the type of record you want to create. The fields for the selected Customer Type appear in the Fields list. 6. In the list of Fields, select the fields you want to populate when the record is created. Selecting a field activates one or more of the adjacent controls: the additional configuration icon (example: with the SupportExpDate field selected, clicking this icon opens the Select Date dialog box), the Validate button or the Insert button. You can click Validate or Insert to define the data that will populate the field. All required fields (identified by a lightning bolt icon) must be defined. HEAT

AutoTask Actions 11-21 The Overwrite column tells Call Logging whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo fields allow the Append and Insert Before options. To assign a new value to a field, highlight the field and then designate a value (either by typing a value in the Value for Text Field box, validating the field by clicking the Validate button to open the Validate From dialog box, or inserting variables using the Insert button). 7. When you have finished selecting fields, click Check to verify you have used valid formats for each. IMPORTANT: The Check button validates formats only, not values. Only after the AutoTask is run can you verify that all of your values are valid. If the AutoTask contains invalid values, an AutoTask Warning dialog box opens, informing you which field(s) contain errors. 8. Click OK. Display Message Box Use this action to display a message dialog box (during the AutoTask run) which can be configured to convey information, or to enable the AutoTask, depending on conditions during the execution, to branch off to another AutoTask action. You can include HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, or counters in the message. You can also use this action to troubleshoot an AutoTask consisting of multiple actions by inserting a Display Message Box action between each action of the AutoTask to confirm the desired results are being achieved. To Create a Display Message Box Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Display Message Box, then click OK. The AutoTask Message Box Action dialog box opens. 3. In the Title field, type a name for the Display Message Box action. User Guide

11-22 AutoTasks 4. In the Message Box Text field, type the text that will display when the message dialog box opens; use the formatting buttons at the top to format the message. With your cursor in the Message Box Text field, you can also right-click to insert HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, or counters to configure an expression which will resolve when the AutoTask runs. 5. In the Message Box Return Choose drop-down list, select the response option(s) want displayed in the message box: Ok Ok-Cancel Yes-No If you select either Ok-Cancel or Yes-No, the two fields at the bottom of the dialog box enable you to specify an AutoTask which will run when the user selects that response. Right-click to select an AutoTask. 6. In the Default Choose drop-down list, select the default response (which enables the user to just press Enter to use the default response). 7. In the Message Box Display Type drop-down list, select the icon you want displayed (to indicate the type of message: Exclamation, Information, Stop, or Question), or leave the default at None. 8. In the Auto Hide Timeout field, specify the time frame the dialog box will display, awaiting a response, before closing, or leave the default at None. 9. Click OK. Execute External Service Request The AutoTask action provides two external service options: Use this action to call a Web Service. Use this action to select a third-party application to exchange information with HEAT utilizing.net capability. Note: The configuration of this AutoTask requires some application development knowledge and capability. To Create an Execute External Service Request Action that Calls a Web Service: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Execute External Service request, then click OK. The AutoTask External Service invocation dialog box opens. HEAT

AutoTask Actions 11-23 3. In the Title field, type a name for the Execute External Service Request action. 4. To populate the URL field, click the Reference button. 5. In the Service Reference dialog box, click the Web tab. 6. On the Web tab, type the Web service address in the URL field and click Go. The desired service appears in the display (the Web services found at this URL field lists the services). Click OK. 7. In the AutoTask External Service invocation dialog box, in the Service(Object) Name field, select the desired service from the list of available services. 8. In the Method Info (Return value type & Name) field, select the desired function for that service. When you select the function, the corresponding parameters will populate in the Parameters list section. 9. In the Method Info (I-Value) field, enter the HEAT field(s) for which you want the Web service to return a value (in addition to those specified in the Parameter list section); either right-click in the field and select Insert Field, or click the Insert Field button and click Insert Field. User Guide

11-24 AutoTasks 10. In the Insert Field dialog box, select the Table, then select the Field you want to insert in the Method Info (I-Value) field. Click OK. 11. In the AutoTask External Service invocation dialog box, in the drop-down field beside the Method Info (I-Value) field, indicate how you want the service to process the value it returns: Append - Add data in back of any data that may already be in the field. Ask - Ask before making a change to the existing data. Insert Before - Add data in front of any data that may already be in the field. No - Write values in blank fields. Yes - Overwrite the existing data. 12. In the Parameter list section, which populated when you selected the desired function in the Method Info (Return value type & Name) field, you need to specify the parameter Value (and corresponding Override Mode, if applicable). To select the parameter value, use the Value for parameter field at the bottom of the dialog box: Select the parameter, then right-click in the Value for parameter field, or click the Insert button to the right of that field. Note: Some parameters may have multiple insert options (including inserting HEAT field values, @Functions, filenames, temporary filenames, etc.); some may have only one insert option (such as Insert Field). Select the field, function, etc., you want to insert, then click the Value column of the parameter to insert the selected value. Note: The button to the left of the Insert button opens the AutoTask Field Zoom dialog box, which provides a larger work area for the Value for parameter field, if needed. 13. Click OK. HEAT

AutoTask Actions 11-25 To Create an Execute External Service Request Action that Selects an Application: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Execute External Service request, then click OK. The AutoTask External Service invocation dialog box opens. 3. In the Title field, type a name for the Execute External Service Request action. 4. To select the application to exchange information with HEAT (this will populate the URL field), click the Reference button. 5. In the Service Reference dialog box, click the.net tab. 6. On the.net tab, select the application, then click OK (or click Browse to locate the application). 7. In the AutoTask External Service invocation dialog box, in the Service(Object) Name field, select the desired service from the list of available services. User Guide

11-26 AutoTasks 8. In the Method Info (Return value type & Name) field, select the desired function for that service. When you select the function, the corresponding parameters will populate in the Parameters list section. 9. In the Method Info (I-Value) field, enter the HEAT field(s) for which you want the application to return a value (in addition to those specified in the Parameter list section); either right-click in the field and select Insert Field, or click the Insert button and click Insert Field. 10. In the Insert Field dialog box, select the Table, then select the Field you want to insert in the Method Info (I-Value) field. Click OK. 11. In the drop-down field beside the Method Info (I-Value) field, indicate how you want the service to process the value it returns: Append - Add data in back of any data that may already be in the field. Insert Before - Add data in front of any data that may already be in the field. No - Write values in blank fields. Yes - Overwrite the existing data. 12. In the Parameter list section, which populated when you selected the desired function in the Method Info (Return value type & Name) field, you need to specify the parameter Value (and corresponding Override Mode, if applicable). To select the parameter value, use the Value for parameter field at the bottom of the dialog box: Select the parameter, then right-click in the Value for parameter field, or click the Insert button to the right of that field. Note: Some parameters may have multiple insert options (including inserting HEAT field values, @Functions, filenames, temporary filenames, etc.); some may have only one insert option (such as Insert Field). Select the field, function, etc., you want to insert, then click the Value column of the parameter to insert the selected value. Note: The button to the left of the Insert button opens the AutoTask Field Zoom dialog box, which provides a larger work area for the Value for parameter field, if needed. 13. Click OK. Goto Call(Ticket) Use this action to search for a specific call record; performs the same action as Ctrl+G or File>Go to Call ID, enabling you to open a specific Call Record by its Call ID. You can also use HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, or counters to configure an expression that identifies which call(s) to go to. Utilizing HEAT field values, you to link calls by storing Call IDs in fields for a record, then execute the action using a command button, which results in the stored call record being opened. For more information regarding command buttons, refer to the online help topic "Add Command Buttons to Forms" in the Administrator module online help. Note: If you run the Go to Call AutoTask before the current call record has been saved, you will be prompted to fill in all fields required to save the call record, so the current call can be saved before the AutoTask runs. HEAT

AutoTask Actions 11-27 To Create a Goto Call Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Goto Call(Ticket), then click OK. The AutoTask Goto Call Action dialog box opens. 3. In the Title field, type a name for the Goto Call action. 4. In the Call ID expression field, type the Call ID for the call record (as shown in the Call Status Banner). With your cursor in the Call ID expression field, you can also click Insert to use HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, or counters to configure an expression that identifies which call(s) to go to. 5. Click OK. HEATBoard Issue Use this action to automatically create a HEATBoard issue. The setup dialog box mirrors the dialog box that opens when creating a HEATBoard issue in the InfoCenter, with a few exceptions, due to the fact that the issue is not created until the AutoTask runs. You can include HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, or counters in the issue. To Create a HEATBoard Issue Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select HEATBoard Issue, then click OK. The Create new HEATBoard Issue dialog box opens. User Guide

11-28 AutoTasks 3. In the Name field, type a name for the HEATBoard Issue action. 4. The Posted Information data will not populate until the AutoTask runs. 5. In the Text field, type the message content. You can also right-click to insert HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, or counters (which will be calculated at run time against the current call, user, etc.). 6. In the Save to View section, save the HEATBoard Issue to either the Global or Team view. If you select Team, choose the specific team from the drop-down list. 7. In the Linked Calls section: Allow Linked Calls - Allows other users to link their related calls to the HEATBoard Issue. If you do not select this option, the Expiration section becomes active, enabling you to set an expiration date/time. Use caution if setting an expiration date; if the AutoTask is run after the expiration date passes, you will create an expired HEATBoard issue. Note: Select Allow Linked Calls only if your issue is Call Record-related. Link Current Call - Links the currently active call to the HEATBoard Issue. If the call is already linked to a different HEATBoard Issue, this option is unavailable since calls can only be linked to one HEATBoard Issue. AutoClose - Allows the linked call to be closed upon resolution of the Lead Call. If you did not select Link Current Call, this option is unavailable. No AutoClose - The linked Call Record will not be autoclosed when the Lead Call is resolved. If you did not select Link Current Call, this option is unavailable. 8. Click OK. HEAT

AutoTask Actions 11-29 If Field is Empty Statement Use this action to add an If statement to conditionally execute other AutoTasks if the specified field is not populated with data. When you configure this action, you specify the field and define the true/false responses for the statement (which AutoTasks you want to run when a true or false response is returned). To Create an If Field is Empty Statement Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select If Field is Empty Statement, then click OK. The If Field is Empty Statement Definition dialog box opens. 3. In the Title field, type a name for the If Field is Empty Statement action. 4. Select the Table, then select the Field to be evaluated. 5. If you want an AutoTask to run or stop if the specified field is empty (a True response), select Run Task or Stop Task, then right-click in the True Response field (or you can click in the field, then click Insert), and click Select AutoTask. The Select a Task dialog box opens, in which you can select a Team or Global AutoTask. Click Save. 6. If you want an AutoTask to run or stop if the specified field is not empty (a False response), select Run Task or Stop Task, then right-click in the False Response field (or you can click in the field, then click Insert), and click Select AutoTask. The Select a Task dialog box opens, in which you can select a Team or Global AutoTask. Click Save. 7. Click OK. If Statement Use this action to add an if statement to conditionally execute other AutoTasks. For example, you can use an If statement to stop your SLA clock (run Stop Clock AutoTask) if a call is suspended (status = suspended). When you configure this action, you define the conditional statement, and the true/false responses for the statement (which AutoTasks you want to run when a true or false response is returned). You can incorporate HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, counters, lines, or blank values into the conditional statement. To Create an If Statement Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. User Guide

11-30 AutoTasks 2. In the Specify Action Type dialog box, select If Statement, then click OK. The If Statement Definition dialog box opens. 3. In the Title field, type a name for the If Statement action. 4. In the If field, define the if statement (for example, if status = suspended). You can also use the Insert button to incorporate HEAT data into the statement. 5. In the True Response field, define the action you want the AutoTask to perform if the statement is true by selecting either Run Task or Stop Task, then clicking the Insert button to select the AutoTask you want to run or stop (for example, stop SLA Clock AutoTask). 6. In the False Response field, define the action you want the AutoTask to perform if the statement is false by selecting either Run Task or Stop Task, then clicking the Insert button to select the AutoTask you want to run or stop (for example, run SLA Clock AutoTask). 7. Click OK. Jump to a Control Use this action to place your cursor in specific field on a form. This action is best used after running another AutoTask. For example, after you run an AutoTask that creates a new Record, the Jump to a Control AutoTask might position the cursor in the Call Log Status field so you can change the status. To Create a Jump to a Control Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Jump to a control, then click OK. The AutoTask Jump to Control dialog box opens. 3. In the Title field, type a name for the Jump to a Control action. HEAT

AutoTask Actions 11-31 4. Select the Table, then select the Field into which you want the cursor to jump. 5. Click OK. Print Information Use this action to send selected information from a Call Record directly to the printer. You can format text and field elements to suit a custom printout. This customization ability sets this feature apart from the print functionality available through the main Call Logging menu bar. You can set up various AutoTasks to send printouts to different printers. This is useful where there is a central call dispatch operation, and the assignees are in different locations where a Call Record hard copy is required. To Create a Print Call Ticket Information Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Print Information, then click OK. The AutoTask Print Action dialog box opens. 3. In the Title field, type a name for the Print Information action. 4. In the Printer section, select Default, or select Specify and click Printer to select another printer, then click OK. 5. With your cursor in the section below the formatting buttons, click the Insert button to incorporate HEAT data (mainly information from the Call Record) into your file. 6. Click Page Setup to open the Page Setup dialog box, in which you can set printing preferences. Click OK. 7. Click OK. User Guide

11-32 AutoTasks Run an AutoTask Use this action to run multiple, established AutoTasks as one Super AutoTask. The individual AutoTasks execute in the order in which you add them, and they prompt the user for additional information, if required. To Create a Run an AutoTask Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Run an AutoTask, then click OK. The Select a Task dialog box opens. 3. Select the AutoTask you want to run (you can filter the list by selecting a View). 4. Click Select. Your selected AutoTask is listed in the Actions section of the Add/Edit Task dialog box. 5. Continue adding AutoTasks until you have assembled the Super AutoTask you need. 6. When you have created all needed Actions, click OK in the Add/Edit Task dialog box. Run a Program Use this action to launch an executable file (.exe,.com,.bat). Note that not all programs accept arguments. For those that do, the argument may be character-based (such as,/p/r) or it may be a file with an extension normally opened by that application. When you configure this action, you tell HEAT which program to run and how. You can include HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, or counters in the filename and arguments. To Create a Run Program Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. HEAT

AutoTask Actions 11-33 2. In the Specify Action Type dialog box, select Run a Program, then click OK. The AutoTask Run Program Action dialog box opens. 3. In the Title field, type a name for the Run a Program action. 4. In the Filename field, type the path to the executable (.exe,.com,.bat) you want the AutoTask to run, or click Browse to navigate to the program. 5. If your program requires additional information to run, type it in the Arguments field. Click the Insert button to insert HEAT data into the argument. Note: You can add an argument line to those application executables able to handle additional launch information. This includes any input a program needs to run. For example, if you have a program that dials a pager, the program may require the pager number as an argument. An argument can be characterbased (for example, /p /r) or it may be a file with an extension normally opened by that application. 6. In the Working Directory field, type a path to a directory where the executable can perform calculations or create temporary files if it requires space to do so. 7. If you want the program to wait a period of time after it runs (if, for example, you need to pause between multiple AutoTasks or after a phone number is dialed), type the number of seconds you want the program to wait in the Pause after running field. 8. If you want the system to wait for the program to terminate before returning you to Call Logging, select the Wait for the program to terminate check box. 9. If you want the system to save the call record before the program runs, select the Save data before starting program check box. 10. If you want the system to refresh the call record after the program runs, select the Reload data from database when program terminates check box. 11. Click OK. User Guide

11-34 AutoTasks Send a Broadcast Use this action to send a HEAT Broadcast message and, if needed, an attached Call Record to every person in your Mail Group. The Broadcast message pops up on every user's screen. If there is no active Call Record to attach, the AutoTask ignores the attach command and continues with the other actions defined in the AutoTask. When you configure this action, you author the Broadcast message, and tell HEAT whether or not to attach the current, active Call Record to the message. To Create a Send a Broadcast Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Send a Broadcast, then click OK. The Send Broadcast Action dialog box opens. 3. In the Title field, type a name for the Send a Broadcast action. 4. To attach the current, active Call Record to the Broadcast message, select the Attach Current Call check box. 5. In the Subject field, type a subject for the broadcast message. 6. In the Note section, type the Broadcast message. 7. Click OK. Send a Message Use this action to send a mail message through SupportMail or any mail protocol used in Call Logging: POP/SMTP, MAPI, Lotus, and GroupWise email systems. When you configure this action, you type the email and configure options for sending the message. You can include HEAT field values (such as data from the currently active record), @Functions, filenames, temporary filenames, assignments, journals, or counters in the subject or body of the email. Use this AutoTask to set up an email message to send a verification, send a courtesy note to a customer that their call is being handled, remind a technician to contact a customer, or forward a message if the original message was not read after a specific period of time. To Create a Send Message Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Send a Message, then click OK. The AutoTask Send Mail Action dialog box opens. HEAT

AutoTask Actions 11-35 3. In the Title field, type a name for the Send a Message action. 4. Click Address button to specify a From email address, if needed. The Address Book dialog box opens. In the Mail System drop-down list, select the desired mail system (use HEAT for SupportMail or use any other mail protocol supported in Call Logging, as appropriate for external mail), then select a name from the list. Click OK. Do the same for the To field. You can also specify a CC email address, a BCC, and a Reply To address, if needed. 5. In the Subject field, type a descriptive subject. You can also right-click the field or click the Insert button to incorporate HEAT data (such as HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, or counters) into the subject line. 6. Select the Message Format: either HTML or Plain Text. If you select HTML, you have access to the following message formatting options in the formatting toolbar: modify font, font size, font style, font color; add highlight color; align left, center, right, or justify; add numbering or bullets; and decrease or increase indent. You can also add a hyperlink (highlight the text and click the Hyperlink button) or add a picture to the message (click the Image button). If you add a picture, you can specify you can specify Alternate Text (which appears when pictures are loading or are missing), alignment, spacing around the picture, and add a border (specify point size). Note: If you change the email format after typing the email message in the Note field, you will see a warning message indicating that changing the email format will erase all content from the Note field. Click OK to proceed; click Cancel to cancel the format change and maintain the content. 7. In the Note field, type the message text. You can also right-click the field or click the Insert button to incorporate HEAT data into the note. 8. If you want to automatically forward the email (if it remains unread for a specific period of time), click Forward If Unread. The Forward if Unread dialog box opens, in which you can select a forwarding recipient, a time increment after which the message will be forwarded, and a calendar to control the timing. Click OK. User Guide

11-36 AutoTasks 9. You can attach one or more files to the email. Click the Attach button to select one of the following options: File - Select one or more files to attach to the email (press and hold the Ctrl key while selecting multiple files). Move your cursor over the file name link of attached files to see the file path. Computed link - Enables you to select a file to attach, then insert a field, @Functions, etc., into the file name, which resolves when the AutoTask is run. You can right-click an attached file and select Edit to edit that file (click Insert to insert a field, @Functions, etc.) or replace it with another file (click Browse). To delete a file, right-click the file and select Delete. 10. If you want to attach the currently active Call Record, select the Attach Current Call check box. 11. If you want a copy of the AutoTask Send Mail Action forwarded to your Outbox as a record of the event, select the Save to Outbox check box. 12. If you want to be prompted before the email is sent, select the Prompt the user before sending check box. If selected, this causes the Compose Message dialog box to open when the AutoTask is run, enabling you to edit the email and message options, if needed. You can also cancel rather than send the message; if you choose to cancel, the AutoTask Warning dialog box will open, apprising you that the message was not sent. 13. Click OK. Update Call Use this action to update an existing Call Record by appending or populating fields. When you configure this action, you tell HEAT which forms and fields to automatically update in the Call Record (a Call Record is made up of five forms: Assignment, CallLog, Detail, Journal, and Subset). You can update the fields with HEAT field values,@functions, counters, filenames, or blank values. To Create an Update Call Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Update Call, then click OK. The AutoTask Update Call Action dialog box opens. 3. In the Title field, type a name for the Update Call action. 4. In the Options section, determine if you want to: Close call - The AutoTask attempts to close the call. Ensure all the closing required fields are populated. If not, the Call Record does not close and a message displays explaining the reason(s). Save call when done - The AutoTask attempts to save the call. Ensure all the saved required fields have values. If not, the Call Record cannot save, and a message displays explaining the reason(s). 5. In the Table drop-down list, select the type of record you want to update: Asgnmnt CallLog Detail Journal Subset HEAT

AutoTask Actions 11-37 6. In the list of fields, select the field you want to update when you run the AutoTask. Selecting a field activates one or more of the adjacent controls: the additional configuration icon (example: with the CallLog ClosedDate field selected, clicking this icon opens the Select Date dialog box), the Validate button or the Insert button. You can click Validate or Insert to define the data that will populate the field. All required fields (identified by a lightning bolt icon) must be defined. The Overwrite column tells Call Logging whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo fields allow the Append and Insert Before options. To assign a new value to a field, highlight the field and then designate a value (either by typing a value in the Value for Text Field box, validating the field by clicking the Validate button to open the Validate From dialog box, or inserting variables using the Insert button). 7. When you have finished selecting fields, click Check to verify you have used valid formats for each. IMPORTANT: The Check button validates formats only, not values. Only after the AutoTask is run can you verify that all of your values are valid. If the AutoTask contains invalid values, an AutoTask Warning dialog box opens, informing you which field(s) contain errors. 8. Click OK. Update Configuration Use this action to update an existing Configuration record by appending or populating fields. When you configure this action, you tell HEAT which values to automatically update in the Configuration record. You can update the fields with HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, counters, lines, or blank values. To Create an Update Configuration Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Update Configuration, then click OK. The AutoTask Update Configuration Action dialog box opens. 3. In the Title field, type a name for the Update Configuration action. 4. Since you are creating a Configuration record, the Config table is displayed by default in the Table field. 5. In the Configuration Type drop-down list, select the type of record you want to update. The fields for the selected Configuration Type appear in the Fields list. 6. In the list of Fields, select the fields you want to update when you run the AutoTask. Selecting a field activates one or more of the adjacent controls: the additional configuration icon (example: with the Equipment PurchaseDate field selected, clicking this icon opens the Select Date dialog box), the Validate button or the Insert button. You can click Validate or Insert to define the data that will populate the field. All required fields (identified by a lightning bolt icon) must be defined. The Overwrite column tells Call Logging whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo fields allow the Append and Insert Before options. To assign a new value to a field, highlight the field and then designate a value (either by typing a value in the Value for Text Field box, validating the field by clicking the Validate button to open the Validate From dialog box, or inserting variables using the Insert button). User Guide

11-38 AutoTasks 7. When you have finished selecting fields, click Check to verify you have used valid formats for each. IMPORTANT: The Check button validates formats only, not values. Only after the AutoTask is run can you verify that all of your values are valid. If the AutoTask contains invalid values, an AutoTask Warning dialog box opens, informing you which field(s) contain errors. 8. Click OK. Update Contact Use this action to update an existing Contact record by appending or populating fields. When you configure this action, you tell HEAT which fields to automatically update in the Contact record. You can update the fields with HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, counters, lines, or blank values. To Create an Update Contact Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Update Contact, then click OK. The AutoTask Update Contact Action dialog box opens. 3. In the Title field, type a name for the Update Contact action. 4. In the Customer Type drop-down list, select the type of record you want to update. The fields for the selected Customer Type appear in the Fields list. 5. In the list of Fields, select the fields you want to update when you run the AutoTask. Selecting a field activates one or more of the adjacent controls: the additional configuration icon (example: with the Notes field selected, clicking this icon opens the AutoTask Field Zoom dialog box), the Validate button or the Insert button. You can click Validate or Insert to define the data that will populate the field. All required fields (identified by a lightning bolt icon) must be defined. The Overwrite column tells Call Logging whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo fields allow the Append and Insert Before options. To assign a new value to a field, highlight the field and then designate a value (either by typing a value in the Value for Text Field box, validating the field by clicking the Validate button to open the Validate From dialog box, or inserting variables using the Insert button). 6. When you have finished selecting fields, click Check to verify you have used valid formats for each. IMPORTANT: The Check button validates formats only, not values. Only after the AutoTask is run can you verify that all of your values are valid. If the AutoTask contains invalid values, an AutoTask Warning dialog box opens, informing you which field(s) contain errors. 7. Click OK. HEAT

AutoTask Actions 11-39 Update Customer Login Use this action to update an existing Customer Login. When you configure this action, you tell HEAT which fields to automatically populate in the Customer Login. You can update the fields with HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, counters, lines, or blank values. To Create an Update Customer Login Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Update Customer Login, then click OK. The AutoTask Update Customer Login Action dialog box opens. 3. In the Title field, type a name for the Update Customer Login action. 4. The HEATCAI table displays in the Table field by default. This table stores all customer login information. The fields in the HEATCAI table appear in the Fields list. 5. In the list of Fields, select the fields you want to update when you run the AutoTask. Selecting a field activates one or more of the adjacent controls: the additional configuration icon (example: with the SupportExpDate field selected, clicking this icon opens the Select Date dialog box), the Validate button or the Insert button. You can click Validate or Insert to define the data that will populate the field. All required fields (identified by a lightning bolt icon) must be defined. The Overwrite column tells Call Logging whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo fields allow the Append and Insert Before options. To assign a new value to a field, highlight the field and then designate a value (either by typing a value in the Value for Text Field box, validating the field by clicking the Validate button to open the Validate From dialog box, or inserting variables using the Insert button). 6. When you have finished selecting fields, click Check to verify you have used valid formats for each. IMPORTANT: The Check button validates formats only, not values. Only after the AutoTask is run can you verify that all of your values are valid. If the AutoTask contains invalid values, an AutoTask Warning dialog box opens, informing you which field(s) contain errors. 7. Click OK. Update Profile Use this action to update an existing Profile record by appending or populating fields. When you configure this action, you tell HEAT which fields to automatically update in the Profile record. You can update the fields with HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, counters, lines, or blank values. To Create an Update Profile Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Update Profile, then click OK. The AutoTask Update Profile Action dialog box opens. 3. In the Title field, type a name for the Update Profile action. User Guide

11-40 AutoTasks 4. Since you are creating a Profile record, the Profile table is displayed by default in the Table field. 5. In the Profile Type drop-down list, select the type of record you want to update. The fields for the selected Profile Type appear in the Fields list. 6. In the list of Fields, select the fields you want to update when you run the AutoTask. You can click Validate or Insert to define the data that will populate the field. All required fields (identified by a lightning bolt icon) must be defined. The Overwrite column tells Call Logging whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo fields allow the Append and Insert Before options. To assign a new value to a field, highlight the field and then designate a value (either by typing a value in the Value for Text Field box, validating the field by clicking the Validate button to open the Validate From dialog box, or inserting variables using the Insert button). 7. When you have finished selecting fields, click Check to verify you have used valid formats for each. IMPORTANT: The Check button validates formats only, not values. Only after the AutoTask is run can you verify that all of your values are valid. If the AutoTask contains invalid values, an AutoTask Warning dialog box opens, informing you which field(s) contain errors. 8. Click OK. Web Browse Use this action to launch a Web page: the page can be opened within Call Logging (multiple Web pages can be opened on the Web tab), in a browser outside of the HEAT system, or the system can simply pass data to a Web site without opening the Web page. If needed, this action can be used to transfer data from the call record to the Web page. For example, an AutoTask could be created to open the Google Web site and transfer information from the Call record as the search criteria. To Create a Web Browse Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Web Browse, then click OK. The AutoTask Web browse dialog box opens. HEAT

AutoTask Actions 11-41 3. In the Title field, type a name for the Web Browse action. 4. In the Web Browser use to navigate URL field: Call Logging internal browser - Opens the Web page on a tab on the Web tab in HEAT Call Logging. External browser - Opens the browser outside of the HEAT system. 5. If you selected the Call Logging internal browser option in the Web Browser use to navigate URL field, use the Internal browser usage method field to configure how the browser will display: Open target URL in new tab - The Web page opens in a new tab; if a Web page is already open, you will see an additional tabbed Web page display on the Web tab. Reload first open tab - The page will refresh the existing tab (or open in the first Web tab if multiple tabs are open). Clear all tabs before navigate - Clears all open Web tabs and opens the Web page in a new tab. 6. In the Page URL field, type (or copy/paste) the Web page address. 7. To use a form on the Web page to submit information, select the Submit a form from the specified PageURL check box. The fields below the check box become active, enabling you to specify the URL for the forma action, 8. To autofill the fields below the Submit a form from the specified PageURL check box, click the Auto Fill Fields Below button, then click OK. Otherwise, go to step 13. 9. The Web Browse AutoTask dialog box opens, displaying the specified Web page. The Select Form from the list field lists any form(s) on the Web page that are detected. Select the specific form you want to populate with HEAT data. In most cases, the specified field flashes in the Web page so you can confirm this is the desired field. User Guide

11-42 AutoTasks 10. In the Web page display, in the desired field, type any text as a placeholder, then click OK. The Web Browse AutoTask dialog box closes, returning you to the AutoTask Web browse dialog box. Note that the Form Action URL, the POST data or Get query string data, and Request method fields have been autopopulated. Note: Before clicking OK on the Web Browse AutoTask dialog box, you may need to perform additional actions on the Web page before submitting the form (such a selecting a check box to remember a password). 11. In the POST data or Get query string data field, locate and highlight the placeholder text, then right-click the to insert HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, or counters to specify the HEAT data which will populate the Web form field. 12. Click OK. 13. Proceed with steps 12 through 16 only if you did not click the Auto Fill Fields Below button in step 8. In the Form Action URL field, type the URL for the form action. 14. In the POST data or Get query string data field, you will create an expression that specifies the field to be populated on the Web page as well as the data from the Call Record which will populate that field. 15. Right-click in the POST data or Get query string data field to insert HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, or counters to specify the HEAT data which will populate the Web form field. 16. The Request method check box refers to the method (protocol) used by the HTTP server to transfer data: the POST or GET method. Select the appropriate method for the Web page. 17. Click OK. Write a File to Disk Use this action to capture Call Record information in a file or temporary file format. You can then use the file as an argument for some other executable to process, or it can remain as a text record of selected data fields from the call. This function is often used in conjunction with other actions in a more complex AutoTask. In the first action, data is written to a file. Afterward, another application digests this file data in order to perform a different operation. To Create a Write a File to Disk Action: 1. Follow steps 1-8 in the Create AutoTasks procedure. 2. In the Specify Action Type dialog box, select Write a File to Disk, then click OK. The AutoTask Write File Action dialog box opens. HEAT

AutoTask Actions 11-43 3. In the Title field, type a name for the Write a File action. 4. In the Filename field, type the path to the directory where you want the file to reside, or click Browse to navigate to a location. 5. Select Write in RTF Format to allow font and formatting options. If you select the Write in RTF Format check box, the Append to existing file option becomes unavailable. 6. If you enter a non-variable file name, you can select Append to existing file and add additional text to the file every time the AutoTask runs. 7. With your cursor in the File Contents section, click the Insert button to insert HEAT data (usually information from the Call Record or Call Group) into the file. 8. Click OK. User Guide

11-44 AutoTasks Advanced AutoTask Features Field Tools Insert HEAT Values @Functions @Calculation AutoTask Field Tools The field tool identifies the type of data required in a field. Possible types of fields include: Date Field - If you click this button (when it appears), a calendar displays. Time Field Decimal Field Number Field Logical Field - If you click the button (when it appears), you are prompted to choose a Yes or No value. Text Field Memo Field - Click this button (when it appears) to open the AutoTask Field Zoom dialog box Required Field - If the required field symbol (a lightening bolt) appears beside a field, you must provide a value in order for the AutoTask to run properly. Insert HEAT Values Occasionally, you may need to insert a value from HEAT into an AutoTask action rather than manually enter a value. When you need to insert a value, click the Insert button (which appears in most AutoTask dialog boxes). A shortcut menu opens, listing available options (options displayed depends on the field into which you are inserting a value): Insert Field - Inserts a field value into an AutoTask. If you select this option from the Insert shortcut menu, the Insert Field dialog box opens. In the Table drop-down list, you can select from all of the database tables pertaining to the Call Record: Call Log, Subset, Detail, Profile, Asgnmnt, Journal. When you select a table, all of the fields specific to that table are made available so you can populate fields in the AutoTask with their values. Inserting a field value is a convenient way to populate AutoTask email messages, alerts, arguments for executables, and for formatting printed output so it contains data elements from the current record. The check box at the bottom of the Insert Field dialog box, entitled When running for a group, should information come from the starting record in the group (instead of from the current record being modified), indicates that an AutoTask run against an entire group runs based on the field value it finds in the first record in the group rather the record currently being modified. Insert Function - Inserts @Functions into the AutoTask. HEAT

Advanced AutoTask Features 11-45 Insert Filename - Inserts a filename into an AutoTask. For example, if you want to page an employee when a certain client calls, you can set up an AutoTask to perform the page. By providing a file with further instructions, however, you can include the name of the contact who is calling as well as the contact's phone number. Because you are including field information derived directly from the Call Record in question in your filename function, each time you run the AutoTask with the instructions you set up for Filename 1, the current contact and the corresponding phone number appear on the employee's pager, no matter how many contacts might call from that company. As a result, when you select Insert Filename>Filename 1, you create and save a function you can later use in any AutoTask. The system saves a record of having run the AutoTask and its associated file in the HEAT directory on the local hard drive, which appears as HFW###. Filename 1 is a repository for your set of instructions and saves you from having to perform a Save as operation each time an AutoTask utilizing it is run. Insert Temporary Filename - Inserts a temporary filename into an AutoTask. The mechanism for creating and using temporary filenames is identical to using the Insert Filename function, except the file is not permanently saved to the local hard drive. After an AutoTask runs all of its associated actions, the temporary file is deleted, and therefore should not be used as an attachment to an email within an AutoTask. While in use, the temporary file is stored on the local hard drive in the temporary directory (for example: C:\temp\HFW413.tmp). Insert All Assignments/Insert All Journals - Inserts Assignment or Journal information into an AutoTask. Using an AutoTask, you can include information from all of the Assignments or Journal entries associated with a specific Call Record. You might want to create such an AutoTask where alarm, printing, and email functions are concerned. You can also edit the way this information displays. In the Add/Edit Task dialog box, click Edit Blocks, which opens the Edit Assignment/Journal Blocks dialog box, in which you can rearrange the incoming information from the Assignments/Journal entries, and apply formatting such as fonts, point size, bold, italics, underline, and alignment. Insert Blank Value - Inserts a blank value into an AutoTask. If used, set the overwrite column to Yes to ensure the blank value is always inserted. Insert New Line - Inserts a line break (carriage return) into an AutoTask. If the { CR} character is inserted in the text of a memo field, the output reflects the designated line breaks. Insert Counter - Inserts a counter into an AutoTask. This allows the user to select a predefined counter as the value inserted into a field defined in the AutoTask. The counter function generates a number based on an existing counter. When you select Insert Counter, several options appear in the subsequent shortcut menu. If you select Format Counter, the Format Counter dialog box opens: you can select which counter you want to format, choose to increment the number when the counter is used, insert leading zeros, or insert commas or decimal points in numbers. The counters appearing in the shortcut menu when you select Insert Counter are predefined by your system administrator. You are limited to the counters appearing in that shortcut list although you can make formatting changes as indicated. User Guide

11-46 AutoTasks @Functions @Functions are expressions that capture continually changing variables, such as the current date or time. Use an @Function in an AutoTask (or in a Boolean expression) to define actions and search criteria. Note: The list of available @Functions varies by situation. For example, the @Functions available for use in an AutoTask may differ from the @Functions available in a Boolean expression. @Function Description Example @AllResolved() @Calculation @Credentials @CurrentDate @Current Time @Date @DateAdjust (YY,MM,DD) @datediff @DDERequest() Inserts a T (true) or F (false) in a defined field if all Assignments are resolved. Inserts a mathematical operation. An encrypted login string that inserts all credentials needed to access HEAT. Inserts current date from workstation clock. Inserts current time from workstation clock. Inserts the current date from workstation clock. Adjusts the current date by the specified amount for a specified calendar. Establishes the time difference between two dates or date/time combinations. Creates a textual data exchange between two software packages that support DDE. Populate a field on the Call Log form with T or F to indicate whether or not all Assignments are resolved. This field could then be used to report or escalate Call Records that should possibly be closed. Sum columns in a Purchase Order. { @Functions.@Calculation { Detail.Cost1}+ { Detail.Cost2} +{ Detail.Cost3} Run a Quick Update for HEAT link to LDAP by creating a Run a Program AutoTask that includes @Credentials (for example, CustID) that provide access for the update to occur in the HEAT database. Insert today's date in the Target Date field. Insert the current time in the Target Time field. Define a Call Group that retrieves all Call Records closed today: {CallLog.ClosedDate}=@Date() Add three days to the current date in the Target Date field: { @Functions.@DateAdjust() 3,Days,7 Day x 24 Hour, } Calculate elapsed days between date and time assigned and date and time resolved. Take information from a Call Record and populate an Excel spreadsheet. HEAT

Advanced AutoTask Features 11-47 @Function Description Example @If @MHTransfer Date () @MHTransfer Time () @NoAssignments() @NoJournal() @Prompt() @ReadFile @Role @strconcat() @strlower() Incorporates into an AutoTask the ability to evaluate a statement (or value) as true or false, then conditionally fill in a field. This @Function does not support AND, OR, or BRACKETS. As a result, you cannot include multiple or nested statements. Returns the date the MobileHEAT instance was last synched. Returns the time the MobileHEAT instance was last synched. Returns Call Records with no Assignments. Returns Call Records with no Journal entries. Displays a blank field prompting user entry. Inserts the contents of a text file or HEAT field. Inserts the role of the current user. Links two or more fields (concatenate). Generates output in all lowercase letters. Update the Priority field in a Call Record with one defined value if the SLA Class is Gold and another if it is not Gold. Check the last day data was received from a Mobile HEAT user. Check the last time data was received from a Mobile HEAT user. Create a Call Group that retrieves all Call Records without Assignments Create a Call Group that retrieves all Call Records without any Journal Entries. Prompt a user to retrieve Call Records with a Call Type of his/her choice. {CallLog.CallType}=@Prompt(Please enter a Call Type) Insert a phone list in a.txt format into a SupportMail message. { @Functions.@ReadFile() C:\My documents\ Phone list.txt } Create an If statement to run an AutoTask based on role. Create a password for users derived from their last name and phone extension. { @Functions.@Calculation strconcat({ Profile. LastName}+{ Profile.PhoneExt}) No matter how an email ID is typed, change it to appear in all lowercase letters. { @Functions.@Calculation strlower[{ Subset. EMailID}] } @strsub() Accesses a substring. Create an AutoTask that automatically extracts the first five characters of the customer's last name to create the CustID. { @Functions.@Calculation substr[{ CallLog. LastName},0,5] } User Guide

11-48 AutoTasks @Function Description Example @strtriml() @strimr() @strupper @SumAssignments @SumJournals @Team() @Time() @timeadd() @TimeAdjust() @timediff() @Tracker Removes white space from the beginning of a string. Removes white space from the end of a string. Generates output in all uppercase letters. Calculates the sum of numeric values in a specified Assignment field. Values must be whole numbers. Calculates the sum of numeric values in a specified Journal field. Values must be whole numbers. Returns a list of team memberships for the current user. Inserts the current time from the workstation clock. Calculates duration (how long it takes for an event to take place). Adjusts the current time by a specified amount based upon a specified calendar. Calculates the difference between two different times when the date is the same. Inserts the ID of the current Tracker. Create an AutoTask that removes any white space from the beginning of a field (the Call Description field for example), when pulling data for reporting purposes: { @Functions.@Calculation striml[{ CallLog. CloseDesc}] } Create an AutoTask to ensure that no white space appears at the end of a field, the Close Description field, for example: { @Functions.@Calculation strimr[{ CallLog. CloseDesc}] } Create an AutoTask to convert SLA Urgency input so that it appears in all uppercase letters, no matter how it was typed. { @Functions.@Calculation strupper[{ CallLog. SLAUrgency}] } Calculate the total time required to complete all the work identified in the Journals for a selected Call Record using the TimeSpent field. Calculate the total time required to complete all the work identified in the Journals for a selected Call Record using the TimeSpent field. Use in an If statement to conditionally run an AutoTask based on team membership. Create a Call Group that retrieves all Call Records closed yesterday before the current time. {CallLog.ClosedDate}=@DateAdjust(0,0,-1) AND {CallLog.ClosedTime}<=@Time() Calculate the total time spent on resolving both Assignments and Journals. Add a specified amount of time (12 hours for example) to the current date in the Target Date field. { @Functions.@TimeAdjust() 12,Hours,7 Day x 24 Hour, } Calculate the difference between the time assigned and the time resolved on a Call Record closed in the same day it was assigned. Create a follow-up action to advise the Tracker of overdue assignment. HEAT

Advanced AutoTask Features 11-49 @Function Description Example @TrackerSupervisor @UnAcknowledged Assignments() @Unresolved Assignments() @UserID() @ValidatedPrompt() Inserts the ID of the current Tracker's supervisor. Returns Call Records that have unacknowledged Assignments. Returns Call Records that have unresolved Assignments. Inserts the current Tracker's login ID. Displays a prompt with a list of validated values for selection. Create a new assignment for the Tracker's supervisor when an open Assignment is past the Target Date. Create a Call Group that retrieves all Call Records with unacknowledged Assignments. Create a Call Group that retrieves all Call Records with unresolved Assignments. Insert the Tracker's login ID into the Acknowledged User ID field on an Assignment. Prompt a user to select from a validated list of values when populating a predefined SupportMail message. @Calculation AutoTask An @Calculation allows you to change the way data displays or to perform mathematical operations. For example, you can take an email ID using upper and lowercase letters and create an AutoTask that inserts it in a field using only lowercase letters. Or, you might need to perform a mathematical function using values of a purchase order as the variables. Note: You cannot nest functions; that is, you cannot put one function inside another function. Also, note that you cannot put a text string in a date field; that is, whatever data you put in the function must be specifically formatted for that particular function. If it is not formatted correctly, you receive an error message. Using the @Calculation feature, you can perform the following types of functions: String Functions strconcat( Using this string function, you can link together (concatenate) two or more fields. A typical string concatenation function might look like this: { @Functions.@Calculation strconcat(abc - + { CallLog. CallID}) } Its output would look like this: ABC-00000012 The string function successfully combined the text element ABC- with the value in the CallID field of the CallLog table. You can also include text requiring a space to separate its elements. Do this by typing a plus sign (+) where the space is required, then insert as many soft returns (Shift/Enter) as you require for spaces, then type another plus sign. The number of soft returns you include determines the number of spaces appearing in your text. For example, if you want three spaces between two elements type: +space, space, space+ where space is a soft return. User Guide

11-50 AutoTasks strlower( Use this function to generate output in all lowercase letters. A typical string lowercase function might look like this: { @Functions.@Calculation strlower({ Subset.EMailID}) } Given the input of AHawker@global.net, this function s output would look like this: ahawker@global.net strupper( Use this function to generate output in all uppercase letters. A typical string uppercase function might look like this: { @Functions.@Calculation strupper({ CallLog.SLAUrgency}) } Given the input of priority1, this function s output would look like this: PRIORITY1 strsub( This function accesses a substring. For example, if you only want the first 5 characters of a field, you can construct the @Calculation to extract those characters. A typical substring function might look like this: { @Functions.@Calculation strsub({ CallLog.Category},0,5 } Note: The first character in a string is the zero position. Given the input of Break/Fix, this function s output would look like this: Break Constructing the function to take the first five characters of the Category field has successfully altered the output. strtriml( This function removes white space from the beginning of a string. A typical string trim left function might look like this: { @Functions.@Calculation strtriml({ CallLog.CloseDesc}) } This particular string function ensures that no white space appears at the beginning of the Close Description in the Call Ticket. strtrimr( This function removes white space from the end of a string. A typical string trim right function might look like this: { @Functions.@Calculation strtrimr({ CallLog.CloseDesc}) } This particular string function ensures that no white space appears at the end of the Close Description in the Call Ticket. HEAT

Advanced AutoTask Features 11-51 Date/Time Functions With the @Calculation, you can now determine the number of days, hours, minutes, and seconds between dates or date/time combinations. For example, you might want to determine how many days and hours elapse between the initial creation of a Call Record and the time that issue is closed. The value returned is always an absolute (positive) value, and it is formatted 000, HH:MM:SS reflecting days, hours, minutes, and seconds. You can also figure the duration of a specific event if you require that information. Note: Within your @Calculation, you must separate the day value from time values with a comma. You must separate the values within a time sequence with a minus sign or a plus sign. You can not execute multiple mathematical operations within the same @Calculation. datediff( Use this function to establish the time difference between two dates or two date/time combinations. The value returned is always positive and is formatted as follows: 000,HH:MM:SS. If you need to calculate only the number of elapsed days, the value is returned formatted as 000. A typical date/time difference function might look like this: { @Functions.@Calculation datediff({ Asgnmnt.DateAssign},{ Asgnmnt.TimeAssign}- { Asgnmnt.DateResolv},{ Asgnmnt.TimeResolv}) } This function calculates the difference between the time (the day, hour, minute, and second value) a Call Ticket was assigned and the time (the day, hour, minute, and second value) it was resolved. So if the date and time a call was assigned was March 5 at 2:36:00 PM, and the date and time it was resolved was March 12 at 8:30:15 AM, the value returned is: 006,17:54:15. A typical date difference function might look like this: { @Functions.@Calculation datediff({ CallLog.RecvdDate}-{ CallLog.ClosedDate}) } So if the date a call is received is June 6, and the date it is closed is November 28, the value returned is: 175. timeadd( Use this function to calculate duration; that is, how long it takes for an event to occur. The value returned is always positive and is formatted as follows: 000,HH:MM:SS. timediff( Use this function when the date is the same but where you need to calculate the time difference. The value returned is always positive and is formatted as follows: 000,HH:MM:SS. A typical time difference function might look like this: { @Functions.@Calculation timediff({ Asgnmnt.TimeAssign}-{ Asgnmnt.TimeResolv}) } So, if a call is received and assigned at 9:36:12 AM and is then resolved at 4:17:28 PM of the same day, the value returned is: 000,06:41:16 Math Functions You can perform mathematical operations using the @Calculation function. +,, x, and / Addition, subtraction, multiplication, and division. () Parenthesis designating order of operations. User Guide

11-52 AutoTasks abs(, cos(,round(, sin(,sqrt(, tan( Absolute, cosine, rounding, sine, square root, and tangent. Trigonometry functions assume radians, and the absolute function always returns a positive value. The rounding function provides the user with a way to round numbers to a meaningful size. For example, when tax is calculated, the value returned often includes too many places after the decimal point: 523.7461. The rounding function allows you to remove the extraneous digits to create a traditional monetary value like this: 523.75. A typical rounding function might look like this: { @Functions.@Calculation round({ Detail.TaxCost},2) } The integer 2 tells the calculation to round the output to the hundredth s place; that is, to two digits after the decimal point. Edit Calculations You can edit @Calculations: double-click the calculation in question and the Token Editor dialog box opens, in which you can make adjustments. HEAT

12 Customizing Call Logging You can customize Call Logging in the following ways: Set User Preferences Customize/Create Toolbars Perform Table Maintenance

12-2 Customizing Call Logging Set User Preferences You can set user preferences to help tailor the look and feel of Call Logging on your own desktop. These preferences are associated with your login. Display Preferences - Display, tracker, and keystroke options. Grid Settings - Grid settings for Call History, Journal entry, Assignment, and Configuration forms. SupportMail Preferences - Polling, alarm, label, and message options. MAPI/Lotus Preferences - MAPI and Lotus user ID, password, and mail options. GroupWise Preferences - GroupWise user ID, password and mail options. POP/SMTP Preferences - POP/SMTP user ID, password, and mail options. Location Preferences - Time zone offset and default database options. Path Preferences - Knowledge base and reporting paths. Sound Preferences - Noise alerts associated with events. Prompt Preferences - Autosave prompts and options. HEATBoard Preferences - HEATBoard Issue sorting, team selection, and team consolidation. Call Map Preferences - Available categories and show/hide options. Display Preferences The settings you manipulate on this tab are workstation-specific; they are not associated with the user. To activate the settings you may need to exit Call Logging and re-launch the application. To Set Display Preferences: 1. Select Edit>User Preferences, then click the Display tab. 2. Select from the check box options at the top of the dialog box: HEAT

Set User Preferences 12-3 AutoSize Subset - The Subset size automatically adjusts to display all of its fields. Maximize Group Windows - The Call Logging window is automatically maximized. Always Display All Validation Values - All legal values are displayed when non-legal values are typed into a Validated field. If this option is not selected, no legal entries appear; the user must search for them. Use Windows colors for forms - The user's desktop color scheme, applied in the Windows Display Properties dialog box, is implemented in Call Logging. 3. In the Auto-Show Call History section, you can choose to have a customer's Call History display when you open a new Call Record for that customer: Selecting Show Call History on new calls enables the customer s Call History to be displayed when a new call record is created. A second option becomes available: If an existing call is selected, abandon new call without asking, which causes Call Logging to automatically close a new Call Record whenever you move to an existing Call Record. These features alert you to existing Call Records for a particular customer, and, if a Call Record already exists for a problem, you can update that record rather than create a new record. 4. The Keys for Call Count Increment/Decrement section provides options for incrementing the Call Counter in the Call Status banner: Use +/- Keys - Allows you to add to or subtract from the Call Counter in the Call Logging Call Status banner by pressing the + or - keyboard keys. Note: If you use the + and - keys to change the call count, you cannot use the numeric keypad for data entry. Use Ctrl +/- Keys - Allows you to add to or subtract from the Call Counter in the Call Logging Call Status banner by pressing Ctrl and the + or - keyboard keys. Incrementing calls is useful if several customers call about the same problem. Instead of opening a new Call Record for each caller, you can use the Call Counter (which appears in the Call Status banner) to record the number of calls about the problem. 5. The Auto Search Interval section lets you specify how often you want your system to auto search your knowledge base. This option is only available when Auto Search is activated from the Solution menu. Either type a numeric value into the field or scroll to select a value. 6. In the Tracker section, specify a default call tracker for Call Records: Default Tracker - Specifies the person responsible for the Call Record (owner). That tracker s ID is automatically entered into the Call Record. E-Mail Name - The Default Tracker's email address. Change Password - Enables call trackers to change their system password. 7. If you want the HEAT Dashboard to display when you log on to Call Logging, select the Show Dashboard at Startup check box. 8. Select the Tabbed layout option if you want Call Groups, SupportMail, and My Hot List displayed as tabs. 9. Click OK. User Guide

12-4 Customizing Call Logging Grid Settings Call Logging allows you to customize the grid view. This includes setting Call History options, the Assignment and Journal views, sort orders, and the fields displayed on the Configuration form. The settings established on this tab are workstation-specific and are not associated with the user. To Set Grid Preferences: 1. Select Edit>User Preferences, then click the Grid Settings tab. 2. In the Call History Chronology section, select display parameters for the Call History grid view: Ascending - Displays Call Records from oldest to newest. Descending - Displays Call Records from newest to oldest. Limit Display to Calls That Are Not Closed - Displays only Call Records that have an open status. Limit Display to last - Displays only recent Call Records as defined within the time parameters (type the numeric value and select the interval). 3. In the Assignment section, select display parameters for the Assignments grid view. In the Open Using sub-section, define how information is displayed by default: Grid View - Information is displayed as a grid. Form View - Information is displayed as a form. Select the Specify Order check box to define the order of the fields appearing on the Journal tab and on the Call Map. In the drop-down box, select a field associated with the Assignment table, then select either: Ascending - Displays alphabetically from A to Z. Descending - Displays alphabetically from Z to A. HEAT

Set User Preferences 12-5 4. In the Journal section, select display parameters for the Journals grid view. In the Open Using sub-section, define how information is displayed by default: Grid View - Information is displayed as a grid. Form View - Information is displayed as a form. Select the Specify Order check box to define the order of the fields appearing on the Assignment tab and on the Call Map. In the drop-down box, select a field associated with the Journal table, then select either: Ascending - Displays alphabetically from A to Z. Descending - Displays alphabetically from Z to A. 5. In the Common Config Grid Display Fields section, select display parameters for Configuration data. Limiting the number of fields displayed helps horizontal fit and reduces the need for scrolling. Display settings here do not affect the Configuration grid as it appears in Table Maintenance. Click Less or More on the slide bar to add or remove fields. As you do that, the number of fields that will appear in the Configuration grid view displays below the slide bar, and the display area to the right of the slide bar changes, listing the fields that will appear. 6. Select Show Grid Lines to display grid lines in all Call Logging grid views. 7. Click Select Grid and Dialog Fonts to change the font specifications for grids and dialog boxes. 8. Click OK. SupportMail Preferences Call Logging allows you to customize email and alarm options including setting polling intervals, notification options, and mail folder labels. To Set SupportMail Preferences: 1. Select Edit>User Preferences, then click the SupportMail tab. User Guide

12-6 Customizing Call Logging 2. In the Poll Every field, specify how often your system checks for mail and alarms by typing or selecting a numeric polling interval. 3. In the Alarm Popup section, select an alarm notification method: Pop up when Alarm fires - Displays an alarm pop-up window when an alarm is triggered. Indicate Alarm in Status Bar - Displays an alarm icon in the status bar when an alarm is triggered. 4. In the Folder Labels section, type a label for your Inbox, Outbox, and Drafts folders. Labels are limited to 14 characters. 5. In the Message Options section, select email options: Always Save to Outbox - Automatically saves a copy of your email messages in your outbox. Always Attach Current Call - Attaches a currently displayed Call Record to a SupportMail message. Note: You can override both of these options at any time from the email message. 6. Click OK. MAPI/Lotus Preferences Call Logging supports external email systems using Lotus or MAPI formats. The User Preferences feature lets you enable this option, and set security and preferences for external email. To Set MAPI/Lotus Preferences: 1. Select Edit>User Preferences, then click the MAPI/Lotus tab. 2. To enable MAPI, in the MAPI Mail section, type the MAPI profile name. 3. In the Custom From field, you can type an email address that will be used in SupportMail as the email sender. HEAT

Set User Preferences 12-7 4. In the Reply To field, you can type an email address that will be used in SupportMail as the email address to which the recipient can reply. 5. Clear the Disable check box to enable MAPI functionality. 6. To display only unopened messages, select the Show only Unread Messages check box. Note: A mail system may run faster when set to display only unread messages. 7. To enable Lotus, in the Lotus Mail section, type your Lotus Password in the appropriate fields. Note: The user ID field automatically populates with the user ID specified in Lotus and can only be changed in Lotus. 8. In the Custom From field, you can type an email address that will be used in SupportMail as the email sender. 9. In the Reply To field, you can type an email address that will be used in SupportMail as the email address to which the recipient can reply. 10. Clear the Disable check box to enable Lotus Mail functionality. 11. To display only unopened messages, select the Show only Unread Messages check box. 12. Click OK. GroupWise Preferences Call Logging supports external email systems using GroupWise. User Preferences lets you enable this option, and set security and preferences for external email. 1. Select Edit>User Preferences, then click the GroupWise tab. 2. In the Server field, type the name of the GroupWise mail server. 3. Type the User ID and Password for the GroupWise account in the appropriate fields (this is the login required to access the GroupWise mail system). User Guide

12-8 Customizing Call Logging 4. Clear the Disable check box to enable GroupWise functionality in SupportMail. 5. To display only unopened messages, select the Show only Unread Messages check box. 6. Click OK. POP/SMTP Preferences You can use POP/SMTP Mail systems to send and receive email messages in SupportMail. POP/ SMTP functionality must be enabled and configured in Call Logging User Preferences before it can be viewed in the SupportMail interface. To Set POP/SMTP Preferences: 1. Select Edit>User Preferences, then click the POP/SMTP tab. 2. In the POP (Incoming Server) section: In the Server Name field, type the name of the POP mail server. Select the SSL check box if utilizing the Secure Socket Layer protocol. Type the User Name and Password for the POP account in the appropriate fields (this is the login required to access the POP mail system). 3. In the SMTP (Outgoing Server) section: In the Email Address (Default From) field, you can type an email address that will be used in SupportMail as the email sender. In the Reply To field, you can type an email address that will be used in SupportMail as the email address to which the recipient can reply. In the Server Name field, type the name of the SMTP mail server. Select the SSL check box if utilizing the Secure Socket Layer protocol. Select the Use SMTP Authentication check box. Type the User Name and Password for the SMTP account in the appropriate fields. HEAT

Set User Preferences 12-9 4. To enable POP/SMTP functionality, clear the Disable check box. 5. Click OK. POP/SMTP functionality is now available in SupportMail. POP/SMTP folders appear in the SupportMail interface. Location Preferences On the Location tab, you can establish a time zone offset, if required, and choose a default data source. The Time Zone Offset from Main Database setting addresses synchronization issues relating to the time difference between the location of a user and the location of the HEAT database. With modern networks, it is possible to make ODBC connections through a Wide-Area Network (WAN), remote modem dial-up, etc. Time zone offset has the effect of normalizing all HEAT time entries relative to the local database clock. Normalizing time allows every user connected to the database to access Call Records in real time, and eliminates the possibility of a call being closed before the time it was opened. In addition, call duration report calculations could be grossly distorted if the database accepted non-normalized time values. Using the Default Data Source settings, you can apply a default data source to a user workstation, speeding up the Call Logging launch by eliminating the need to select an ODBC data source every time a session begins. As a result, the data source dialog box is not displayed at login. To Set Location Preferences: 1. Select Edit>User Preferences, then click the Location tab. 2. In the TimeZone Offset from Main Database section, select the hours and minutes by which your current time differs from database time. The time period used for the offset value is local workstation time relative to database time. For example, if the database resides in New York, and the workstation connects from London, type 5 as an offset value in the Hours box (since the time zone for London is 5 hours later). If the workstation is in California with a New York database, type -3 as an offset (since the time zone for California is three hours earlier). User Guide

12-10 Customizing Call Logging 3. In the Default Data Source section, click Select. The HEAT Service & Support Data Source dialog box opens. 4. Specify a data source from the drop-down list. That data source displays in the field in the Default Data Source section. 5. Type your user ID and password in the appropriate fields. 6. Click OK. Path Preferences Use the Path tab to establish the paths to HEAT Plus Knowledge (HPK), First Level Support (FLS), Crystal Decisions Crystal Reports, and Crystal Report files. These paths are used to add toolbar buttons and menu items to HEAT Call Logging in order to automatically launch certain applications. IMPORTANT: You must type the local path for HPK (HEAT>KBConnector.exe), FLS (HEAT>Flswin.exe), or any other knowledge program you use, in the Knowledge Base Executable field so the Solution menu within Call Logging can launch the intended knowledge base application. To Set Path Preferences: 1. Select Edit>User Preferences, then click the Paths tab. 2. Click the Browse button beside the appropriate path field to locate the executable file, then click Open to specify the directory path to the executable file. Once the paths have been set, you can access the applications from within Call Logging. HEAT

Set User Preferences 12-11 3. Click OK. Note: When you set up First Level Support, Call Logging prompts you for the data source. Use the same data source that you selected for Call Logging. You also need to add tables to the data source for FLS, so when you are asked if you want to add tables, select Yes. This creates several new tables within the main database to hold FLS information. Sound Preferences You can use different sound files (.wav files) to indicate when Call Logging events occur. The settings established on this tab are workstation-specific and are not associated with the user. To Set Sound Preferences: 1. Select Edit>User Preferences, then click the Sounds tab. 2. Highlight an event in the Events list. 3. In the Sound section, type (or browse to) the location of the sound file you want to associate with the event. 4. Repeat steps 2 and 3 until you have made all of the associations you need. 5. Click OK. User Guide

12-12 Customizing Call Logging Prompt Preferences On the Prompts tab, autosave options allow you to apply settings to bypass certain Save dialog boxes. If you opt to automatically save, you are not prompted to save your changes on Call Records, Journal entries, or Assignments; any changes are automatically applied. To Set Prompt Preferences: 1. Select Edit>User Preferences, then click the Prompts tab. 2. In the Auto-save section: Select the Automatically save calls without asking check box to automatically save Call Records upon exiting the record. Select the Automatically save journals without asking check box to automatically save new Journal entries upon exiting the record. Select the Automatically save assignments without asking check box to automatically save new Assignments upon exiting the record. 3. If you select the Skip "restore saved call groups" prompt on startup check box, the default Restore Saved Call Groups prompt (normally displayed when the application is launched) is disabled. 4. Select Always Open to display, at startup, the Call Record open at the time the application was closed. 5. Select Never Open to display an empty Call Log screen upon startup. 6. Click OK. HEAT

Set User Preferences 12-13 HEATBoard Preferences Although the system administrator defines security rights for the InfoCenter HEATBoard, you can set preferences governing its display. To Set HEATBoard Preferences: 1. Select Edit>User Preferences, then click the HEATBoard tab. 2. In the HEATBoard Issue Sorting section, select how you want to sort HEATBoard Issues: Posted By - Sorts issues by the person posting the issue. Posted date/time - Sorts issues by the date and time the issue was posted. Last modified date/time - Sorts issues by the date and time the issue was last modified. Expiration date/time - Sorts issues by the expiration date and time. 3. In the Direction section, select: Ascending - Displays issues from oldest to newest. Descending - Displays issues from newest to oldest. 4. In the Team Selection section 9which displays existing Call Groups), select the team(s) you want displayed on the HEATBoard. Click Move Up or Move Down to alter the display order. 5. In the Team Consolidation section, determine how you want teams grouped: Show selected teams separately - Places team issues under specific team title bars. Combine selected teams - Displays all issues, regardless of team ownership, under a single title bar. Combine selected teams except global - Displays team issues under a single title bar, and displays all Global issues under a Global title bar. 6. Click OK. User Guide

12-14 Customizing Call Logging Call Map Preferences You can manipulate the content and appearance of the InfoCenter Call Map. The system administrator determines which categories are available, but you can tailor the display to your needs. To Set Call Map Preferences: 1. Select Edit>User Preferences, then click the Call Map tab. 2. To specify which categories display, click a category in the Available list, then click Add to move it to the Selected list. To add all available categories to the Call Map, click Add All. Categories include: Call Info - Displays call information such as Call Type and priority. Customer - Displays customer information such as CustID and address. Assignment - Displays Assignment information such as due date. Journal - Displays the number of Journals available for the selected Call Record. Attachments - Displays Attachments on the Call Map (Call Attachments, Global Attachments, and Profile Attachments). 3. To remove a category from display, select the category in the Selected list, then click Remove to move it back to the Available list. To remove all categories from display, click Remove All. 4. To define the order in which categories appear in the Call Map, select a category, then click Move Up or Move Down. 5. In the Show/Hide section, select: Show Call Info Field Name - Under the Call Info category, displays the field name in addition to the value for that field. If you do not select this check box, only the field value appears. Show Cust Info Field Name - Under the Customer category, displays the field name in addition to the value for that field. If you do not select this check box, only the field value appears. HEAT

Customize/Create Toolbars 12-15 Show Assignment Field Name - Under the Assignment category, displays the field name in addition to the value for that field. If you do not select this check box, only the field value appears. Show Journal Field Name - Under the Journal category, displays the field name in addition to the value for that field. If you do not select this check box, only the field value appears. Show Assignment Count - Displays the number of Assignments for the Call Record immediately after the Assignments category. Show Journal Count - Displays the number of Journal entries for the Call Record immediately after the Journal category. 6. Click OK. Customize/Create Toolbars The following tasks can be performed for toolbars: Create, Edit, Delete Toolbars Modify Default Toolbars Move, Resize, Rename Toolbars Reset Default Toolbars Set Themes Create, Edit, Delete Toolbars Call Logging allows you to create custom toolbars and add buttons to the toolbar as you need them. An individual user's toolbar is associated with the user and is available at any network workstation the user logs onto. To Create a Toolbar: 1. From the main Call Logging window, select Edit>Toolbar>Customize. The Customize dialog box opens. 2. Click the Toolbars tab. 3. Click New. The New Toolbar dialog box opens. 4. In the Toolbar Name field, type a name for your toolbar. 5. Click OK. The new toolbar is listed in the Toolbars list. 6. Drag the new toolbar to the desired location to dock it. 7. In the Customize dialog box, click the Commands tab. 8. From the Categories list, select the category containing the button you want to add. The associated buttons appear in the Commands list. 9. Drag and drop the buttons you want displayed onto your new toolbar. 10. Click Close. To Remove a Toolbar Button: 1. Select Edit>Toolbar>Customize. The Customize dialog box opens. 2. Click the Commands tab. User Guide

12-16 Customizing Call Logging 3. Drag and drop unwanted toolbar buttons into the Customize dialog box (it does not matter which category is currently selected). 4. Click Close. To Delete a Toolbar: Note: You can only delete toolbars you created. 1. From the main Call Logging window, select Edit>Toolbar>Customize. The Customize dialog box opens. 2. Click the Toolbars tab. 3. Select the toolbar you want to delete, then click Delete. 4. Click OK to confirm the deletion. 5. Click Close. Modify Default Toolbars You can add buttons to a default toolbar. To Modify a Default Toolbar: 1. From the main Call Logging window, select Edit>Toolbar>Customize. The Customize dialog box opens. 2. Click the Commands tab. 3. From the Categories list, select the category containing the button you want to add. The associated buttons appear in the Commands list. 4. Drag and drop onto the toolbar the buttons you want displayed. 5. Click Close. You can also create toolbar buttons for: AutoTasks(refer to "Create AutoTasks Toolbar Buttons") Report Shortcuts (refer to "Create Toolbar Buttons for Report Shortcuts") Call Groups (refer to "Create Toolbar Buttons for Call Groups") Customer Groups (refer to "Create Toolbar Buttons for Customer Groups") Move, Resize, Rename Toolbars You can move any toolbar, resize a floating toolbar, and rename the toolbars you create. To Move, Resize, or Rename a Toolbar: To move a floating toolbar, click in the colored title bar and drag it to a new location anywhere in the workspace. It can continue as a floating toolbar or can be docked at the top, bottom, left or right side of the window. To move a docked toolbar, click the dotted line located at one end of the toolbar, and drag it to a new docked location at the top, bottom, left or right side of the workspace, or you can leave it as a floating toolbar. As you move the toolbar, an outline appears so you know where it is. HEAT

Customize/Create Toolbars 12-17 To resize a floating toolbar, move the cursor over the edge of the toolbar until the cursor becomes a double arrow. Click and drag the edge to resize it. To rename a toolbar, select Edit>Toolbar>Customize, then click the Toolbar tab. Select the toolbar you want to rename (you can only rename toolbars you created). In the Rename Toolbar dialog box, type a new toolbar name. Click OK, then click Close. Reset Default Toolbars If you modify a default toolbar you can reset it to the original settings. To Reset the Default Toolbar: 1. From the main Call Logging menu bar, select Edit>Toolbar>Reset to Default. The Toolbar Reset Options dialog box opens. 2. Select either: Temporary - The default toolbar is reestablished for the remainder of the current session. If you make changes to the toolbar during the session, they are not saved unless the toolbar is relocated. Permanent - The default toolbar is reestablished; any changes you make to it are saved and reappear when you log back on. 3. Select the Remove secondary bands from toolbar - Leave only the main band check box to delete your personal toolbars. Set Themes Themes allow you to customize your UI (user interface) by setting colors, backgrounds, menu bar options, etc. Several themes are available in HEAT. Note: When you set a theme, the theme is activated for the entire HEAT suite. To Set a Theme: 1. Select Edit>Toolbar>Customize. The Customize dialog box opens. 2. Click the Themes tab. 3. Select a theme. The preview on the right shows how the theme changes the display. Some themes have additional settings (such as Style and Hue). Click Apply, then click Close. All applicable modules in the HEAT suite are updated to display using the selected theme. User Guide

12-18 Customizing Call Logging Table Maintenance HEAT uses a relational database that stores information in tables. The rows of the table represent records and the columns represent fields. These tables also allow you to sort data based on any field, and generate reports containing only certain fields from each record. The HEAT database has several table categories. These categories each have different data dependencies and characteristics. Tables are not limited to inclusion under only one table category; they can have characteristics allowing them to be included in several table categories. Three HEAT table categories relate to table maintenance in Call Logging: System Tables - HEAT internal system tables are fundamental to the operation of HEAT; if certain fields are deleted or altered the application does not work since the software code needed to run the application requires their existence. These tables can, however, be edited to contain custom, non-system fields predicated on an individual business need. This customization must be done through the proper application of an Edit Set by the system administrator. System tables include the CallLog, Subset, and Asgnmnt Tables. Validation Tables - These tables hold the values found in drop-down lists. Your system administrator determines which fields have validated values. The result of using validated values is improved data entry consistency, which in turn creates more usable criteria for creating Call Groups, searching Call Records, and developing reports. Some validation table features: Helpful Validation - This term refers to fields having both a drop-down list of pre-selected values and the ability to allow the user to type a new value in the field. A user-input value is saved only in the current Call Record. Auto filled Fields - This term refers to the fields that automatically populate based on the validated value entered in a specific field. For example, if you press F9 and select a Company ID from the Validate from Profile dialog box, all of the other fields (full site address, email etc.) in the Subset auto fill. Tab Validating - This term refers to the action of typing a partial entry, then pressing Tab to open a Validation dialog box listing all possible values beginning with the characters typed. For example, if a user types E in the Call Type field and presses Tab, the Validate from Call Type dialog box opens, listing all Call Types that begin with the letter E. Compound Tables - These tables behave as if they are separate tables, but they are not; the database sees only one table. For example, when a user chooses a Call Type, if a Detail form is associated with that Call Type, it displays in the Call Record. Many different Detail forms exist for the various Call Types, and it would appear that each of these is a different table; however, they all reside in the same Detail Table. Table Maintenance includes: Adding Values On the Fly Table Maintenance Smart Prompts Asset Configuration HEAT

Table Maintenance 12-19 Adding Values The Table Maintenance feature allows you to further tailor the values found in Call Logging by adding values to tables. IMPORTANT: When you are performing table maintenance through Call Logging, you cannot add, edit, or delete fields. With appropriate rights, you can only add, edit, or delete values contained in those tables available for maintenance (some system tables cannot be maintained using Table Maintenance). Add, Edit, and Delete Values in Table Maintenance If your system administrator has granted you the rights to add, edit, or delete through table maintenance, you can further customize the values in Compound, Validation, and some System tables. To Add a Field Value in Table Maintenance: 1. From the Call Logging main menu bar, select Accessory>Table Maintenance. The Table Maintenance window opens. 2. In the Table drop-down list, select the field to which you want to add a value. The current list of values for that field displays. 3. To add a value, select Record>New or click the New Entry button on the toolbar. The window changes to form display, including a title bar reflecting the field to which you are adding a value, and the fields needed to add the value. Type the required information in the appropriate fields. 4. Click the Save button. Note: To switch back and forth between the form view and grid view, click the Grid/Form View button on the toolbar, or from the menu bar select View>Form or View>Grid. The grid view displays all the records and the form view displays information specific to a single record. User Guide

12-20 Customizing Call Logging To Edit a Value: 1. From the Call Logging main menu bar, select Accessory>Table Maintenance. The Table Maintenance window opens. 2. In the Table drop-down list, select the field to which you want to add a value. The current list of values for that field displays. 3. Double-click a value. The form view displays, enabling you to edit the information. 4. Click the Save button. To Delete a Value: 1. From the Call Logging main menu bar, select Accessory>Table Maintenance. The Table Maintenance window opens. 2. In the Table drop-down list, select the field to which you want to add a value. The current list of values for that field displays. 3. Select a value. 4. Select Record>Delete or press Delete on the keyboard. 5. Click Yes to confirm the deletion. On the Fly Table Maintenance Occasionally, you will need to add previously unavailable values as you are creating a Call Record. You may find certain information is not available, or a new customer is calling, for whom no information has been gathered. On the fly table maintenance enables you to generate the value(s) you need while working on the call. The following example illustrates how to add a new Call Type on the fly. The steps, however, are the same regardless of the field to which you are adding a value; follow the same procedure if you need to add a new Customer, Category, Cause, Call Status, Source, etc. Example: Add Information On the Fly Assume an existing customer calls and you have the Subset filled in. The customer is calling to report what they believe is a virus infecting their system. No Virus Call Type exists, so you need to add it. 1. Place your cursor in the Incident/Call Type field and press F9. The Validate from CallType dialog box opens. If not all of the values for the field appear, click Show All to see a complete list. 2. Click New. The Validation Update dialog box opens. 3. In the Call Type field, type Virus. 4. In the Description field type Suspected Virus Infection. 5. Click the Save Record button or select File>Save. The new Virus CallType appears in the Validate from CallType dialog box. Note: Or, you can select File>Save and Use or the Save and Use button to have the new value populate the field. HEAT

Table Maintenance 12-21 Smart Prompts Smart Prompts are questions prompting the user to obtain more detailed information related to an issue. The HEAT demo data contains two tables containing Smart Prompts: SubCallType - The Smart Prompt questions stored in this table are associated with particular CallTypes and generally display on the Detail form; if you choose the Incident/Call Type Software, click the Detail tab and view the Software Issue drop-down list, you find the list of Smart Prompt questions (check boxes listed below the Software Issue drop-down list) change depending upon the specific software issue selected. Equipment - The Smart Prompt questions stored in this table are associated with the EquipSubType. These questions display in the Configuration form when you select equipment from the Equipment drop-down list. If there is more than one type of that equipment selection available, the Validate from dialog box opens, enabling you to select the specific EquipSubType. The associated Smart Prompt questions display. Note: For SubCallType Smart Prompts, Call Logging allows you to have up to four check box questions (which the user selects if the answer is yes and clears if the answer is no) and up to two text response questions. For Equipment Smart Prompts, you are allowed up to three check box questions, two text response questions, and an area to type notes. Add Smart Prompts You can add Smart Prompts. Follow the steps below to access the smart prompt questions. To Add a Smart Prompt: 1. From the main Call Logging menu bar, select Accessory>Table Maintenance. The Table Maintenance window opens. 2. From the Table drop-down list, under Validation, select either: SubCallType - To add questions pertaining to different CallTypes and their associated Detail forms. Equipment - To add questions pertaining to EquipSubType appearing in the Configuration form. 3. Select Record>New or click the New Entry button. If you selected SubCallType, an empty SubCallType/Detail Issues form displays. If you selected Equipment, an empty Equipment/Inventory Listing form displays. 4. If you selected SubCallType, in the Call Type drop-down list, select the CallType for which you want to define a new SubType. In the Question fields, type the detailed questions you want the user to ask regarding the specific SubCallType or configuration issue. Proceed to step 6. 5. If you selected Equipment, in the Config Type drop-down list, select the Config Type. Proceed through the other fields in the form providing the requisite information. In the Question fields, type the detailed questions you want the user to ask regarding the specific Equipment or configuration issue. 6. Select Record>Save or click the Save Record button. User Guide

12-22 Customizing Call Logging Edit Smart Prompts You can edit Smart Prompts. Follow the steps below to access and edit the smart prompt questions. To Edit a Smart Prompt: 1. From the main Call Logging menu bar select Accessory>Table Maintenance. The Table Maintenance window opens. 2. From the Table drop-down list, under Validation, select either: SubCallType - To edit questions pertaining to different CallTypes and their associated Detail forms. Equipment - To edit questions pertaining to EquipSubType appearing in the Configuration form. 3. If you selected SubCallType, click the SubCallType header to sort the values alphabetically. If you selected Equipment, click the Equipment header to sort the values alphabetically. 4. Double-click the value for which you want to edit Smart Prompts. If you are editing a SubCallType field, the SubCallType/Detail Issues form displays. If you are editing an Equipment field, the Equipment/Inventory Listing form displays. 5. Place the insertion point in any of the Smart Prompt question fields and edit as needed. 6. Select Record>Save or click the Save Record button. Delete Smart Prompts You can add, edit, or delete Smart Prompts. Follow the steps below to delete the questions. To Delete a Smart Prompt: 1. From the main Call Logging menu bar, select Accessory>Table Maintenance. The Table Maintenance window opens. 2. From the Table drop-down list, select either: SubCallType - To delete questions pertaining to different CallTypes and their associated Detail forms. Equipment - To delete questions pertaining to EquipSubType appearing in the Configuration form. 3. If you selected SubCallType, click the SubCallType header to sort the values alphabetically. If you selected Equipment, click the Equipment header to sort the values alphabetically. 4. Double-click the value for which you want to delete Smart Prompts. If you are deleting a SubCallType field smart prompt, the SubCallType/Detail Issues form displays. If you are deleting an Equipment field smart prompt, the Equipment/Inventory Listing form displays. 5. Place the insertion point in the Question field whose question you want to delete. Select the question and press Delete. 6. Select Record>Save or click the Save Record button. HEAT

Table Maintenance 12-23 Asset Configuration In the HEAT database, the Config table stores all asset information contained in every Configuration Record. The Config table is a compound table so it behaves as many tables when in fact it is just one table. All configuration forms have four fields in common: HEATSeq CustID CustType ConfigType Each Configuration Record has a unique, system-generated HEATSeq value in combination with the customer's unique CustID value. This allows each customer to have as many Configuration Records as necessary to accommodate all of their assets. The Asset Configuration Maintenance window (Accessory>Asset Configuration Window>Maintenance) allows you to:.add a new Configuration Record to the customer profile. Search by Customer ID or by field value to locate specific Configuration Records. Create a new Call Record for the selected asset. Transfer asset information into an existing Call Record. At the top of the Asset Configuration Maintenance window are two tabs: the Assets and Customer tabs. The Customer tab allows you to see which customer owns the asset selected in the Assets tab. Note: You cannot add, edit, or delete information from the Customer Record accessed by clicking the Customer tab. Copy or Move Configuration Information Call Logging provides a utility that facilitates some internal inventory control and allows you to track asset transfers between Customer IDs. With this utility, you can copy and move Configuration information when equipment is moved in or out for repair, when a customer transfers parts of a system to a different department or different customer, or if more than one department or customer shares an element. If a customer has received new equipment similar to another customer's equipment, you can copy the Configuration information rather than manually entering it. You must, however, manually enter a unique asset tag in the Configuration form for the copied asset. To Copy or Move Configuration Information: 1. While in the Call Record, select Accessory>Asset Configuration Window>Maintenance. The Asset Configuration Maintenance window opens in form or grid view (you can switch views by clicking the Grid/Form View button). Configuration information for the open Call Record is displayed. 2. Select View>Transfer Mode. This splits the window into a From/To environment. 3. In the Transfer Assets From section, select the customer providing the asset: Select a Customer Type in the drop-down list. Based on the selected Customer Type, browse to find the Customer ID. That Customer Configuration is displayed in grid view. User Guide

12-24 Customizing Call Logging 4. In the Transfer Assets To section, select the customer receiving the asset: Select a Customer Type in the drop-down list. Based on the selected Customer Type, browse to find the Customer ID. That Customer Configuration is displayed in grid view. 5. Highlight the asset to be copied or transferred to the other Customer Record. Click Move or Copy to transfer. 6. When you have completed the transfer, select File> Close. Note: Although the two sections are labeled from and to, you can use the up and down Move/Copy buttons to move or copy in either direction. You can also use the buttons in lieu of an Undo function, to reverse a transfer. Create Call Records for Assets From the Asset Configuration Maintenance window, you can generate a new Call Record that will have asset information automatically pulled into the Detail form and certain fields already populated on the Call Log form. To Create a Call Record for an Asset: 1. From the main Call Logging menu bar, select Accessory>Asset Configuration Window> Maintenance. The Asset Configuration Maintenance window opens. 2. If the correct Customer Type is displaying its Configuration Records, select the asset in question and continue to step 7. If the wrong Customer Type is displaying assets, in the Search By section, select Field, and then select CustType in the adjacent drop-down list. 3. Click Search and all of the Configuration Records for the chosen Customer Type appear. 4. Select the asset for which you want to create a Call Record. 5. Select Record>Create Call for Asset or click the Create Call for Asset button. 6. A Call Record is created for the asset you chose. It automatically displays with the Detail form open. A message will display if the asset you select does not have a Detail form associated with it. Transfer Assets into Call Records From the Asset Configuration Maintenance window, you can transfer asset information into an existing Call Record. For example, if a customer calls and you already have a Call Record open for them (that is, you have populated the Subset), you can transfer asset information directly into that record. To Transfer an Asset into a Call Record 1. Select File>New Call Record or click the New Call Record button. A new Call Record displays. 2. Press F9 to validate the Subset. 3. Select Accessory>Asset Configuration Window>Maintenance. The Asset Configuration Maintenance window opens. 4. Select the asset you want to transfer into the Call Record. HEAT

Table Maintenance 12-25 5. Select Record>Transfer Asset Info. Note: If you attempt to overwrite existing asset information with new asset information of a different variety, a dialog box opens, explaining the Call Record Detail form does not have fields matching your chosen asset fields. This dialog box provides an alternate Detail form option. 6. The Call Log form reflects the Call Type associated with the asset you chose, and the Detail form reflects the fields associated with the asset. Transfer or Delete Assets The Transfer Assets function allows you to manage asset ownership through: Moving an asset to another customer. Copying an asset to another customer. Deleting an asset. Using the transfer assets function allows you to manipulate assets while minimizing the possibility of misspellings and transposed numbers. You can also produce duplicates of assets and transfer them to many customers rather than creating the assets each time you need them. To Transfer or Delete an Asset: 1. From the main Call Logging menu bar select Accessory>Asset Configuration Window>Transfer Assets. The Asset Configuration Maintenance window opens in Transfer mode. 2. In the Transfer Assets From section, select the Customer Type. 3. Click Browse. The Validate from Profile dialog box opens. Make your selection from the list, then click OK. Assets for the selection appear in the Transfer Assets From pane. 4. In the Transfer Assets To section, select the Customer Type. 5. Click Browse. The Validate from Profile dialog box opens. Make your selection, then click OK. Assets for the selection appear in the Transfer Assets To pane. 6. The following buttons allow you to move, copy, or delete assets: Move (up arrow) - Moves the selected asset from the lower pane to the upper pane. Notice the ownership of the asset changes when it is moved. Move (down arrow) - Moves the selected asset from the upper pane to the lower pane. Notice the ownership of the asset changes when it is moved. Delete (up arrow) - Deletes the asset selected in the upper pane. Click Yes to confirm the deletion. Delete (down arrow) - Deletes the asset selected in the lower pane. Click Yes to confirm the deletion. Copy (up arrow) - Copies the selected asset from the lower pane into the upper pane. Notice the ownership of the asset changes when it is copied. Copy (down arrow) - Copies the selected asset from the upper pane into the lower pane. Notice the ownership of the asset changes when it is copied. To copy or move an asset, click the asset to be copied or transferred to the other Customer Record. Click Move or Copy to transfer. To delete an asset, click the asset to be deleted, then click the appropriate Delete button. 7. Select File>Close. User Guide

12-26 Customizing Call Logging HEAT

13 Reporting Using HEAT's Reporting feature, you can find answers to almost any operational question or generate detailed business metrics. In Call Logging, you can report on information in a couple ways: You can create and run a Report Shortcut You can run an external report (.rpt) Note: You an also use Answer Wizard to run reports. Report Shortcuts A Report Shortcut is associated with a report on your server or computer. The Report Shortcut launches the report using the Report Shortcut properties you define. These properties control how Report Shortcuts are displayed in the Report Manager and how they operate in your system. Default Shortcuts - You can designate default shortcuts to run on all Call Records or all Call Records a specific Call Type. This enables you to run the default report quickly using the Run Call Ticket Report menu item on the Report menu. Views - You can designate an audience for a shortcut by selecting a View for the shortcut. Shortcut Folders - You can organize shortcuts by folder. HEAT provides a default folder called Report Shortcuts, or you can create your own. Toolbar Buttons - You can create a toolbar button for each report shortcut for easy access. External Reports You can run any report (.rpt) on-the-fly by browsing to it. You can view it on your monitor, print it, or save it to a file. For your convenience, HEAT is shipped with several predefined reports and Report Shortcuts, designed to help you automate your daily duties. You can use these reports, edit them, delete them, or create your own with a tool such as Crystal Reports.

13-2 Reporting Working with Report Shortcuts The following tasks can be performed for 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 Note: Reports can be printed after you run the report. Add Report Shortcuts You can create a Report Shortcut using the Manage Reports dialog box. To Add a Report Shortcut: 1. From the Call Logging menu bar, select Report>Manage Reports. The Manage Reports dialog box opens. 2. Click Add. The Add Report Shortcut dialog box opens. HEAT

Working with Report Shortcuts 13-3 3. On the Required tab, click Browse (at the bottom of the dialog box) to navigate to the report (.rpt) for which you want to create a shortcut. The name of the selected report appears in the Name field. You can change the name if needed (a maximum of 30 characters is available). 4. To display the shortcut on the Report menu for quick access, select Display on menu. If you do not select this option, you must run the shortcut from the Manage Reports dialog box. 5. In the Save to View section, select the audience who will have access to the shortcut. If you click Team, select the appropriate team from the drop-down list. 6. To organize the shortcut by folder, select an existing folder in the Folder drop-down list. Note: If the folder does not yet exist, exit the process and create the folder. 7. Click the Print tab to set print options: Prompt at run-time - Prompts you when the report is run to preview, print, or export the report. User Guide

13-4 Reporting Preview in window - Displays the report in the Report window only (no print options). Send to printer - Sends the report to the printer without prompting for print options. If you select this option the Printer section becomes active. Select Use default printer specified in report if you want to default to that printer, or click Setup to open a Print Setup dialog box, in which you can specify a printer (you can also change paper and print settings). Click Clear to clear the printer path field settings. Export to file, application, etc. - Displays dialog boxes at run-time, defining export parameters. After these parameters are defined, the report exports to the designated destination. 8. Click the Selection Formula tab to set selection criteria: Prompt at run-time - Prompts you when the report is run with the next three options: Do not change, Limit to current call ticket at run-time, Limit to current call group at run-time. Do not change - Applies the formula as it was written (refer to "Running Crystal Reports" for more information about the Selection Formula). Limit to current call ticket at run-time - Runs the report against the currently active Call Record only. Limit to current call group at run-time - Runs the report against the currently active Call Group. 9. Click the Report Parameters tab, then choose the parameter values you want to preset for runtime. You can also establish a variety of values for a parameter, from which the user can select when the report is run. HEAT

Working with Report Shortcuts 13-5 a) To preset or provide default parameters, select a parameter in the Report Parameters section: Name - Identifies the specific parameter by name. Type - Identifies the specific type of parameter: string, number, currency, Boolean, or date. Values - Two types of values exist: single and multiple, which depend on how the report was designed in Crystal Reports. If the value is single, you can type only one value. Kind - Two kinds exist: discrete or range. A discrete value is singular, and a range covers values between a beginning and an ending value. b) In the Values for Parameter, you can select either: Preset parameter values - Designates a value to always be used when the report is run. If you designate such a value, Call Logging does not prompt you at run-time to choose a value. Provide default parameter values - Designates a variety of options for the user to choose from at run-time. These are values that do not already appear in the list of available values and are added to that list. For example, if you have Priority 1, Priority 2, and Priority 3 already available, you can add Priority 4 and 5, which will also appear in the list of available values at run-time. c) For either of the options selected in step 9b, click Add. For Preset parameter values, the Add Discrete Value dialog box opens. Use this dialog box to add just one report parameter value (for example, Call Status = Open). In the Available field, either type a default value in the field, select a value in the drop-down list, or click Insert to add values from a HEAT field. Note: Crystal Reports allow multiple discrete values. For example, you can add Call Status = Open and Call Status = Pending. For Provide default parameter values, the Add Default Values dialog box opens. In the Available field, either type a default value in the field, select a value in the drop-down list, or click Insert to add values from a HEAT field. Then click Add to add the defined value to the list of default values, listed under Selected. You will be prompted to choose from the added default values at run time. To remove a value from the list, select a default value in the Selected box, then click Remove. User Guide

13-6 Reporting 10. Click the Data Source tab, then choose the data source against which to run your report: Prompt at run-time - Prompts you with the following three options at run-time. Do not change - Runs the report against the currently selected data source (as displayed in the Original Source section). Use Call Logging data source at run-time - Runs the report against the data source Call Logging is using at run-time. Change data source - Enables you to select a data source: select the data source listed in the Original Source section, then click Change. The Report Data Source dialog box opens. Select the new data source, then click OK. The data source appears in the New Source section. Click Reset to revert to the Original Source. IMPORTANT: FrontRange Solutions recommends setting up the reports to use the Call Logging data source at run-time. If you attempt to run reports against a database unlike the one for which they are designed, you may receive errors. 11. Click OK. The shortcut is listed in the Manage Reports dialog box. 12. Click Close. Run Report Shortcuts You can run a report shortcut using the Manage Reports dialog box. You can also run a shortcut by clicking its toolbar button (if defined), or by selecting it from the Report menu (if defined). The following procedure describes how to run the report shortcut from the Manage Reports dialog box. To Run a Report Shortcut: 1. From the Call Logging menu bar, select Report>Manage Reports. The Manage Reports dialog box opens. 2. In the View section, select the View containing the shortcut you want to run. If you click Team, select the appropriate team from the drop-down list. 3. In the list of shortcuts (filtered by View), select the shortcut you want to run. HEAT

Working with Report Shortcuts 13-7 4. Click Run. If report parameters are required to run the report, you will be prompted to provide them. Copy Report Shortcuts You can copy a report shortcut to create another shortcut. Note: This copies the shortcut and not the actual report To Copy a Report Shortcut: 1. From the Call Logging menu bar, select Report>Manage Reports. The Manage Reports dialog box opens. 2. In the View section, select the View containing the shortcut you want to copy. If you click Team, select the appropriate team from the drop-down list. 3. In the list of shortcuts (filtered by View), select the shortcut you want to copy. 4. Click Copy. The Copy Report Shortcut dialog box opens. 5. Change the name of the report. 6. Make any needed changes to the settings on the various tabs. 7. Click OK. Edit Report Shortcuts You can edit a Report Shortcut using the Manage Reports dialog box. To Edit a Report Shortcut: 1. From the Call Logging menu bar, select Report>Manage Reports. The Manage Reports dialog box opens. 2. In the View section, select the View containing the shortcut you want to edit. If you click Team, select the appropriate team from the drop-down list. 3. In the list of shortcuts (filtered by View), select the shortcut you want to edit. 4. Click Edit. The Edit Report Shortcut dialog box opens. 5. Make your changes. 6. Click OK. 7. Click Close. Delete Report Shortcuts You can delete a report shortcut using the Manage Reports dialog box. To Delete a Report Shortcut: 1. From the Call Logging menu bar, select Report>Manage Reports. The Manage Reports dialog box opens. 2. In the View section, select the View containing the shortcut you want to delete. If you click Team, select the appropriate team from the drop-down list. 3. In the list of shortcuts (filtered by View), select the shortcut you want to delete. User Guide

13-8 Reporting 4. Click Delete. 5. Click Yes to confirm the deletion. The report is removed from the system. 6. Click Close. Set Default Report Shortcuts You can designate a Report Shortcut as the default shortcut to run for all Call Records or for all Call Records of a specific CallType. The default shortcut runs every time you select Report>Run Call Ticket Report. Note: Defaults for a specific Call Type override defaults for all Call Records. To Set a Default Shortcut Report 1. Select Report>Manage Reports from the Call Logging menu. The Manage Reports dialog box opens. 2. In the View section, select the View containing the shortcut you want to designate as the default. If you click Team, select the appropriate team from the drop-down list. 3. In the list of shortcuts (filtered by View), select the shortcut you want to designate as the default. 4. In the Manage Reports dialog box menu bar select: Default>Set as Default for All Call Tickets - Designates the shortcut as the default to run for all Call Records. The shortcut will be run against all Call Records when you select Report>Run Call Ticket Report. Default>Set as Default for Current Call Type - Designates the shortcut as the default to run for all Call Records of a specific CallType. Call Logging automatically selects the currently active Call Record CallType. 5. To designate defaults for other Call Types, select Default>Edit Defaults, then select a Call Type and click the Shortcuts button to designate a shortcut. Click Select, then click OK. 6. Click Close. To Delete Report Shortcut Defaults: 1. In the Manage Reports dialog box menu bar, select Default>Edit Defaults. The Default Shortcuts dialog box opens. 2. To delete a report shortcut default, click a default, then click Clear. 3. Calcite Yes to confirm the deletion. 4. Click OK. 5. Click Close. Add, Rename, Delete Report Shortcut Folders You can add new folders to the Report Shortcut list, rename them, or delete them. To Add, Rename, or Delete a Report Shortcut Folder: 1. Select Report>Manage Reports from the Call Logging menu. The Manage Reports dialog box opens. HEAT

Running Crystal Reports 13-9 2. To add a new report shortcut folder, click New Folder. The New Folder dialog box opens. 3. Type a name for the new folder and click OK. 4. The new folder is listed in the Report Shortcuts tree in alphabetical order. 5. To rename a folder, select the folder, then click Edit. The folder can be renamed within the Report Shortcut list. 6. To delete a folder, select the folder, then click Delete. If there are no reports in the folder, it is deleted from the list. If there are reports associated with the folder, a dialog box opens, providing options: Move items to a different folder - Moves the items to a different folder in the Report Shortcut tree, then deletes the folder. Move items out of folder - Moves the items out of the folder and into the generic Report Shortcut tree, then deletes the folder. Delete folder items - Deletes the folder and all of its contents. Make your selection, then click OK. 7. Click Close. Create Toolbar Buttons for Report Shortcuts You can create a toolbar button for a Report Shortcut so that you can run it directly from the Call Logging toolbar. To Create a Toolbar Button for a Report Shortcut: 1. Create a Report Shortcut. 2. In the Manage Reports dialog box, in the list of shortcuts (filtered by View), select the shortcut for which you want to create a toolbar button. 3. Click Associated Toolbar Button. The Select Image dialog box opens. 4. Select either a Stock or Custom image for the button. A preview of the image is displayed at the top of the dialog box. Note: HEAT provides several stock images for your use or you can add your own custom image. Images are limited to 45 KB. The user must possess the appropriate security right (Custom Image Import) to add and remove custom images. 5. Select Insert a New Toolbar Button. 6. Click OK. The button is automatically placed on the Call Logging toolbar. Running Crystal Reports You can run any Crystal Report (.rpt) on-the-fly by accessing the Run Crystal Reports option. Generally, these are reports you run infrequently and for which you have established no shortcut. Note: If you do have a shortcut for the Crystal report, and you defined parameter options for it when you created the shortcut, those parameters will not be available if you access the report in the manner described below. The report runs exactly as it was originally set up by the Crystal Report designer. User Guide

13-10 Reporting To Run a Crystal Report: 1. From the Call Logging menu bar, select Report>Run Crystal Report. The Run Crystal Report dialog box opens. 2. In the Report Filename field, type the path to the report, or click Browse to navigate to the report location. 3. In the Print section, select: Preview in window - Provides a view of the report on your monitor. Send to printer - Prints the report. Export to file, application, etc. - Generates the report in another application, such as Microsoft Excel. If you select this option, an Export dialog box opens (after you click OK), enabling you to select a format and a destination for the saved report. 4. In the Selection Formula section, you can specify against which Call Record or Call Group you want the report to run: Do not change - Runs against all Call Records. Limit to current call ticket - Runs against the current Call Record only. Limit to current call group - Runs against the current Call Group only. 5. In the Data Source section, specify the data source against which to run your report: Do not change - Runs the report against the data source for which it was designed. Use Call Logging data source at run-time - Runs the report against the data source Call Logging is using at run-time. 6. Click OK to run the report. If report parameters are required to run the report, you will be prompted to provide them. HEAT

14 SupportMail SupportMail is HEAT's internal email. Through SupportMail, not only can you send email to any other individual using Call Logging, but you can send mail externally to any recipient using GroupWise, Lotus, MAPI, or POP/SMTP-compliant email protocols. When emailing another Call Logging user, you can attach Call Records but you cannot attach files. The Call Record can be accessed within the message, and displays in the main Call Logging window. If emailing to an external email address, you cannot attach Call Records but you can attach files. An address book is available, containing all of the HEAT users recorded in the Tracker table and the external recipients held in the external email protocol address book. When the address book is opened, it defaults to the HEAT address entries. You can also send broadcast messages to all logged-on HEAT users, alerting them to important business issues. You can attach a Call Record to your Broadcast. In SupportMail, you can establish Groups in the SupportMail address book. To ensure email is read in a timely fashion, SupportMail allows you to forward unread email when a predefined period of time has elapsed. Setting Up SupportMail All HEAT users are automatically set up for SupportMail. When a user is added to the Tracker table, their logon ID is added as a SupportMail addressee. The settings established for SupportMail through User Preferences are logon-specific and are associated with the user. To establish these default settings, refer to "SupportMail Preferences". SupportMail is designed to communicate directly with compliant email systems through their respective application interfaces: MAPI, GroupWise, Lotus, and POP/SMTP are the email systems/protocols supported by HEAT. You can log on to the email application directly through Call Logging. Configure external email protocols in User Preferences, enabling HEAT to directly access the email client's address book. Note: If you are using a POP/SMTP email protocol, no directly accessible address book functionality is available.

14-2 SupportMail Navigating the SupportMail Interface To launch SupportMail, from the main Call Logging menu bar select View>SupportMail or click the SupportMail button in the Status Bar in the lower right corner of the Call Logging window. The SupportMail interface displays in the main Call Logging area. The SupportMail interface is divided into two panes: Folders - The list of folders storing email. You can add additional folders to organize incoming mail by sender or subject. Contents - When you select a folder in the Folders list, the Contents section displays the list of the email messages contained in that folder. Double-click an email to view it. Three different symbols appear next to an email, indicating the status of the message: Indicates the message is unread. Indicates the message has been read. Indicates a Call Record is attached to the message. SupportMail Toolbar The SupportMail interface has its own toolbar: New Message - Opens the Compose Message dialog box. New Folder - Opens the New Folder dialog box, in which you can name a new folder for organizing your mail. View Broadcasts - Opens the Broadcasts dialog box, in which you can create a broadcast message. View Groups - Opens the Groups dialog box, in which you can view and open the various group subsets of Call Logging users (you can also create a new group). Reply - This button becomes available when you select an email from the Contents pane. Opens the Compose Message dialog box, in which you can write a response. Forward - This button becomes available when you select an email from the Contents pane. Opens the Compose Message dialog box. The original email appears in the Notes section. Move To - Opens the Move To dialog box, in which you can move the selected email to another folder. Copy - Opens the Copy To dialog box, in which you can copy the selected email to another folder. Delete - Deletes the selected email. If you select an internal email, it is marked for deletion. If you select an external email for deletion, SupportMail deletes that email from the email client. The deletions do not occur until the mailbox refreshes. Go To Call - If there is a Call Record attached to an email, click this button and the Call Record displays. Refresh - Refreshes the mailbox by polling between polling intervals. Create Journal - Opens a dialog box asking you to confirm the creation of an email journal for the designated Call Record. If you click Yes, the email message is transferred into a new Journal entry in the Call Record. HEAT

Creating SupportMail Groups 14-3 Creating SupportMail Groups You can arrange HEAT users into useful subsets, then send SupportMail to these defined groups. To Create a Group: 1. In the main Call Logging window, select View>SupportMail. The SupportMail interface displays. 2. Click the View Groups button. The Groups dialog box opens. 3. Click New. The Group dialog box opens. 4. In the Name field, type a name for your new group. You can use any combination of 8 alphanumeric characters. 5. In the Description field, type a description of the group. 6. Click the Address Book button to add users to the group. 7. Select Global if you want to make the new group universally available. 8. Click OK, then click Exit. Creating New Folders in SupportMail You can create as many folders in SupportMail as necessary to organize your email messages. For example, you might choose to organize by priority, date, sender, subject, issue type, etc. To Create a New Folder: 1. In the main Call Logging window, select View>SupportMail. The SupportMail interface displays. 2. Click the New Folder button. The New Folder dialog box opens. 3. In the Name field, type a name for the new folder. 4. Click OK. Sending an E-mail through SupportMail You can send email to either internal HEAT users or external addressees. To Send an E-mail through SupportMail: 1. With SupportMail open, select File>New Message from the Call Logging menu bar, or click the New Message button. The Compose Message dialog box opens. 2. The From field at the top automatically defaults to your user ID. Click the Fields button to display a list of available address fields, including CC, BCC, and Forward, which can be selected or deselected as needed. Note: If you are sending an mail externally to a recipient using GroupWise, Lotus, MAPI, or POP/SMTPcompliant email protocols, and you have specified a custom From and Reply To email address on the appropriate tab in User Preferences, then those email addresses will be displayed. Refer to "Set User Preferences" for details. User Guide

14-4 SupportMail 3. If you know the address of the recipient, you can type it in the To field; otherwise click Address. Note: If you type (rather than select) an external address in the field, you must preface it with the email application or protocol being used, such as MAPI:, etc. 4. The Address Book dialog box opens to the HEAT address book. If you need to access external mail, click the drop-down arrow and select an alternate Mail System. 5. Select the addressee, then click OK. 6. If you need add a CC, or BCC, click the Address button to select the recipient. Note: If you do not see these fields, click the Fields button at the top to select and display the desired fields. 7. In the Subject field, type the message subject. 8. Select the Message Format: either HTML or Plain Text. If you select HTML, you have access to the following message formatting options in the formatting toolbar: modify font, font size, font style, font color; add highlight color; align left, center, right, or justify; add numbering or bullets; and decrease or increase indent. You can also add a hyperlink (highlight the text and click the Hyperlink button) or add a picture to the message (click the Image button). If you add a picture, you can specify you can specify Alternate Text (which appears when pictures are loading or are missing), alignment, spacing around the picture, and add a border (specify point size). Note: If you change the email format from HTML to Plain Text after typing the email message, you will see a warning indicating that changing the email format will remove all formatting, including any pictures. Click OK to proceed; click Cancel to cancel the format change and maintain the formatting. 9. In the message field, type the email message. 10. If the email is external, you can attach files. Click the Attach button to locate and attach one or more files to the email (press and hold the Ctrl key while selecting multiple files). The attached file names appear in the field adjacent to the Attach button. Move your cursor over the file name link to see the file path. Right-click the file name link and select Delete to remove the attachment. 11. If you want to automatically forward the email (if it remains unread for a specific period of time by any or all recipients), type the email address in the Forward If Not Read field or click Forward. The Forward If Not Read dialog box opens, in which you can select a forwarding recipient and a date/time deadline after which the message will be forwarded. Click OK. Note: If you do not see the Forward If Not Read field, click the Fields button at the top and select Forward. 12. If the email is internal, you can attach a Call Record. Select the Attach Call check box (which specifies the Call Record number of the currently active call). 13. Select Save to Outbox if you want a copy of the email saved to your Outbox. 14. The Read Receipt option is only available if you are emailing to an external addressee. Select this option if you want a return email when the recipient reads your message. If you enable it, your return email goes to the external protocol folder in the SupportMail Folder list. 15. Select Create Journal if you want to import the email to a Journal entry for the currently active Call Record. If there are files attached to the email, you are asked if you want to attach the files to the Call Record. 16. Click Send. HEAT

Broadcast Messages 14-5 Broadcast Messages You can alert everyone logged onto Call Logging of an important business issue or event using a broadcast message. You can attach a Call Record to your broadcast message if needed. Broadcast messages always pop up on users' monitors. They are not tied to a polling frequency, and are therefore immediately displayed. The HEAT system administrator determines if you have rights to send broadcast messages. If you do not have this ability, another way to send messages to large groups of people is through the HEATBoard (refer to "HEATBoard"). Broadcast messages are generally reserved for only the most urgent, globally-applicable notifications. To Send a Broadcast Message: 1. With SupportMail open, click the View Broadcasts button. The Broadcasts dialog box opens. 2. Click New. The Create Broadcast dialog box opens. 3. In the Expiration section, specify a date and time for the message to expire. Users who log on after the designated expiration date/time do not get the broadcast message. 4. Type a the broadcast subject in the Subject field. 5. Type the message in the Note section. 6. Select Attach Current Call if you want the currently active Call Record to be attached to the broadcast message. 7. Select Save Broadcast to Outbox if you want a copy of the message saved in your Outbox. 8. Select Disable if you do not want the message to automatically delete upon expiration. 9. Click Send. Editing Broadcast Messages You can edit a previously sent broadcast message. Recipients who read the original message do not receive the edited message; only recipients who have not received the original message receive the edited message. To Edit a Broadcast Message: 1. Click the View Broadcasts button. The Broadcasts dialog box opens. 2. Select the broadcast message you want to edit. 3. Click Edit. Make the necessary changes. 4. Click Send. User Guide

14-6 SupportMail HEAT

15 Printing Call Logging allows you to print both Call Records (form view or grid view) and entire Call Groups. You can: Use Print Preview Print Call Records in Form View Print Call Records in Grid View Print by Call Group

15-2 Printing Print Preview Use Print Preview to review the currently active Call Record before you print it. To Preview a Call Record: 1. While in the Call Record you want to print, select File>Print>Preview. The preview window opens. 2. Use the preview window buttons to view the Call Record. Print - Prints the Call Record Next Page - Pages down to the next page. Previous Page - Pages up to the previous page. Toggle One/Two pages - Displays two pages at a time or goes back to a one-page display. Zoom In - Magnifies the preview image. Zoom Out - Reduces the preview image. 3. Click the Close button to exit the preview window or click the Print button to print the Call Record. Print Call Records in Form View 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>Call Ticket. The Print Call Ticket dialog box opens. 2. Select print quality from the Print Quality drop-down list. 3. In the Copies field, select the number of copies to print. 4. Select Collate Copies to collate multiple pages (if available). 5. Click Setup to change the printer settings. The typical Windows Print Setup dialog box opens. You can: Select a printer. Set its properties. Select the paper size. Select Source in the Size and Source area. Select either Portrait or Landscape in the Orientation area. 6. Click OK. 7. In the Sections to Print section of the Print Call Ticket dialog box, select all options that apply. 8. In the Section Spacing section, select the spacing scale for the Call Ticket print out. 9. In the Header Info section, select all options that apply. 10. Click OK. HEAT

Print Call Records in Grid View 15-3 Print Call Records in Grid View You can print a grid view of certain Call Record elements. Call Logging provides a Grid Page Setup feature to set the headers, footers, and fonts applicable to the document you are printing. Note: A Call Record must be saved before it can be printed. The following areas have grid views: Detail, Assignment, or Journal forms in the Call Record Records in Table Maintenance Call History Call Record Browse To Print in Grid View: 1. While in the grid view, select File>Grid Page Setup. The Grid Page Setup dialog box opens. 2. In the Enter the header text field, type header information. 3. In the Enter the footer text field, type the footer information. 4. In the Font and Margins sections, select the settings for how the grid is to print on the page (a sample of the font appears in the Sample section). 5. Click OK. The dialog box closes. 6. Select File>Print>Grid. 7. Click OK. Export Call Records You can export call records from the Call Record Browse dialog box, which displays a grid of Call Records in the currently displayed Group. 1. While in the Call Group, open the Call Record Browse dialog box by pressing Ctrl+B (or select Group>Call Record Browse). 2. In the Call Record Browse dialog box, click Export. The Save As dialog box opens. 3. In the Save as type field, select the type of file. You can save the call records as an Excel spreadsheet (.xls), as an XML file, or as a.txt file. 4. Click Save. 5. When the export is complete, the HEATExport dialog box displays an Export Successful message. Click OK. Print by Call Group You can print each Call Record within the current Call Group. Note: A Call Record must be saved before it can be printed. To Print Call Records by Call Group: 1. While in the Call Group you want to print, select File>Print>Group. The Print Group - Work Group dialog box opens. User Guide

15-4 Printing 2. Select a print quality from the Print Quality drop-down list. 3. In the Copies field, select the number of copies to print. 4. Select Collate Copies to collate multiple pages (if available). 5. Click Setup to change the printer settings. The typical Windows Print Setup dialog box opens. You can: Select a printer. Set its properties. Select the paper size. Select Source in the Size and Source area. Select either Portrait or Landscape in the Orientation area. 6. Click OK. 7. In the Sections to Print section of the Print Call Ticket dialog box, select all options that apply. 8. In the Section Spacing section, select the spacing scale for the Call Ticket print out. 9. In the Header Info section, select all options that apply. 10. Click OK. HEAT

16 MobileHEAT MobileHEAT is a utility allowing a user to remotely access Call Logging functionality. Individuals can work off-line, then synchronize with the main HEAT database (the host) at a later time. MobileHEAT is part of Call Logging and is accessed through the Accessory option on the main menu bar. The HEAT system administrator must grant the remote user MobileHEAT security rights. If the user does not have these rights, the MobileHEAT options in Call Logging are not available. Since the MobileHEAT database functions independently of the main HEAT database, many mobile users can operate as satellites on a single HEAT installation. Using this host/remote arrangement, a remote user is able to copy a group of calls from the host, work on them, then transfer the updated records back to the host. The mobile user can also create new Call Records and transfer those back to the host for integration in the main HEAT database. One of the central differences between Call Logging and MobileHEAT is that MobileHEAT can use a Microsoft Access database (note that for MobileHEAT, a Microsoft SQL Server Database can also be used). The structure of this database is virtually identical to the host database: all of the required table structure is copied over to the remote system, including Profile records, Configuration Records, and Validation table values. The data specific to individual Call Records is not copied over until specifically requested. Call Records added to the mobile database are given a temporary Call ID number starting with 9 (for example, 90000385). When Call Records are transferred from the mobile database to the host, new Call Records get a permanent Call ID in sequence with the host Call Records. If a Call Record is changed in both the host database and the remote database, the most recent version of the Call Record takes effect in the host database. Using MobileHEAT You Can: Update Call Records copied from the HEAT system. If the same record was changed on the host system the record with the most recent changes takes effect. Create new Call Records, which receive a temporary Call ID beginning with the number 9. When transferred back to the host the Call Records receive a permanent Call ID in sequence with resident Call Records. Use knowledge bases if they are installed on your remote system. When you transfer the database information over to the remote system, the resident knowledge base does not automatically transfer with it. You have to install and update the knowledge base tools separately. Using MobileHEAT You Cannot: Add or change Profile or Configurations. The Config transfer command is disabled. Add or update Validation entries.

16-2 MobileHEAT Delete Call Records from the host database. You can delete Call Records from your mobile database, but these deletions are not applied to the host. Access files and applications stored in the host system. The Attachment bar is not available. Change your password. Use SupportMail. Set or view alarms. Create the MobileHEAT Data Source and Database The process of creating a new data source and its associated Microsoft Access database can take up to several hours to complete, depending on the size of your host database. When this process is complete, a new Access database and data source reside at the specified location. If a MobileHEAT data source already resides on the workstation on which you are trying to copy a new one, the system displays an overwrite warning dialog box. After you have established the data source and database, you can then copy it from the host to the remote hard drive. To Create the Mobile HEAT Data Source and Database: 1. From the main Call Logging menu, select Accessory>Set Up MobileHEAT Database. The MobileHEAT Setup dialog box opens. 2. Click Browse to navigate to the directory where you want to store the database and data source. 3. Click OK. A status dialog box opens reflecting the setup progress. 4. When the setup is complete, log out of Call Logging, then immediately log back on using the new MobileHEAT data source. The setup automatically configures a new data source using a Microsoft Access driver. Note: In the directory in which you stored the database, you can see the two new files: HEATMobl.mdb and HEATMobl.ldb. Copy the MobileHEAT Database to the Remote After you have created the Access database and data source, you must transfer it to the mobile unit. You can do so by connecting the unit to the network and uploading the information, or you can copy it over to the remote. Should you choose to copy the information, follow the steps below. To Copy the MobileHEAT Database to the Remote: 1. The transfer consists of two files: HEATMOBL.mdb and HEATMOBL.ldb. Copy both of these files to the same directory on the remote system. 2. From the Windows Start menu, select Settings>Control Panel>32Bit ODBC to open the ODBC Data Source Administrator window. 3. Select the System DNS tab to add a data source. 4. Click the Add button. The Create New Data Source dialog box opens. 5. Select the Microsoft Access Drive (*.mdb) and click Finish. The ODBC Microsoft Access Setup dialog box opens. 6. In the Data Source Name field, type MobileHEAT. HEAT

Transfer Call Records 16-3 7. Click the Select button to display the Select Database dialog box. 8. Select HEATMOBL.mdb from the directory where you copied it. 9. Click OK to return to the main ODBC window. Click Close to exit ODBC Administrator. Your database should now be set up and accessible in the Call Logging module. Transfer Call Records Call Records can be transferred between the mobile system and the host system, to transfer updates in the mobile data source's CallLog table and any related Subset, Journal, Assignment, and Detail tables, back to the host data source, and to transfer a group of calls from the host data source to the mobile system. The transfer command also synchronizes the two systems when downloading Call Groups from the host, meaning that any validation or system tables that have changed are also downloaded along with the selected Call Group. If a new Edit Set was committed on the host, then all of the tables need to be downloaded in order to synchronize the systems. A warning message displays, since downloading all of the changes could take a long time, depending on the size of your database. Note: For case-sensitive databases, such as Oracle, duplicate records are not imported. Only the first record within the file is imported (for example, DATabASE and database may be different records, but only one is imported). When you transfer Call Records between your MobileHEAT database and the host HEAT database: The host copies new and updated Customer Records to MobileHEAT. MobileHEAT transfers new and updated Call Records to the host. A Transfer Log entry is created for each Call Record transferred to the host. You can copy additional Call Records from the host to MobileHEAT. You can copy the current Call Group table from the host to MobileHEAT. Transfer Call Records from the Host to the Mobile After you download the MobileHEAT database and data source, you can then transfer Call Groups from the host so you can work on them remotely. To Transfer Call Records from the Host to the Mobile: 1. Launch Call Logging. 2. During logon, select MobileHEAT as your data source. You must be logged on to the mobile data source before you can transfer calls. 3. Select Accessory>MobileHEAT - Transfer Calls. The MobileHEAT Call Transfer dialog box opens. 4. Select the Get Call Group check box. Click Groups. The Open Group dialog box opens, displaying a list of all of your Call Groups. Note: The two options beneath the Get Call Group option are available only if a change was made to the Config or Profile tables in the host database. 5. Select the group you would like to transfer to the host system, then click Open. This returns you to the Get Call Group dialog box, with the name of the selected Call Group in the Get Call Group field. User Guide

16-4 MobileHEAT 6. To download the host's group table along with the specified Call Group, click the Get Host Group table check box. This selection overwrites any local groups you may have set up on your mobile system. 7. Click the Transfer button. A message displays when the transfer is complete. Note: If you have created any new calls or made changes to calls, these are automatically uploaded to the host first. After that transfer is complete, your requested group download occurs. Transfer Call Records from MobileHEAT to the Host After you have added or modified Call Records on your local computer, you must transfer those back to the host computer so the new data can be synchronized. To Transfer Call Records from MobileHEAT to the Host: 1. Launch the Call Logging. 2. During logon, select MobileHEAT as your data source. You must be logged on to the mobile data source before you can transfer calls. 3. Select Accessory>MobileHEAT - Transfer Calls from Call Logging. The MobileHEAT Call Transfer dialog box opens. 4. Click the Transfer button to transfer all calls. This merges your mobile database with the host, transferring calls from the mobile database to the host only if new calls were added to the mobile database, or if previously downloaded calls were changed on the mobile database. If the Host Profile table or Configuration table have new or updated records, either the Config table has changed check box or the Profile table has changed check box is selected; HEAT always updates the Configuration and Profile tables in the mobile database to match those on the host system. Once the Call Records from the mobile database are synchronized with the host, the temporary Call Id (beginning with 9 that MobileHEAT uses to distinguish its Call Records) is replaced with permanent Call IDs in sequence with resident Call Records. HEAT

17 HEAT Integration with GoldMine HEAT can be integrated with GoldMine so that the two applications share information. The integration allows HEAT users read and write access to GoldMine customer information from within the Call Logging module. In addition, GoldMine users can view Call Logging information from within the Tickets tab and Details tab in GoldMine. Answer Wizard and Manager s Console can be used to monitor and report on information from both systems. How Integration Works HEAT and GoldMine communicate by sharing information in their database tables. When integrated, an external link is created from HEAT to two GoldMine database tables: the Contact1 table and the ContSupp table. From the external link, you can view and modify data. This allows data to flow in both directions, between the databases and between the applications. The Contact1 Table The Contact1 table stores information for GoldMine customers such as phone numbers, address, fax number, etc. HEAT displays the Contact1 table information using the Contact1 Customer Type in Call Logging. Information is displayed in the customer profile (often called the Customer window). Call Logging users can view and modify customer information. Note: Information about pending sales and sales history is also displayed in the Customer window using the Sales-Pending and Sales-History tabs. This information is read-only. In GoldMine, users can view Call Logging information (more specifically Call Record information) for Contact1 customers directly from the Tickets tab. Call History information is displayed in grid form. Users can right-click and select the Zoom command to view Detail, Journal, and Assignment information. Call Record information displayed in GoldMine is readonly. IMPORTANT: Call Record information displayed in the GoldMine Tickets tab is not actually stored in a GoldMine record; it is stored in the HEAT database and dynamically viewed by GoldMine users. In comparison, information displayed in the GoldMine Details tab is stored in the ContSupp table. Information is transferred using the GoldMine Ticket Transfer feature.

17-2 HEAT Integration with GoldMine The ContSupp Table The ContSupp table stores information about a GoldMine customer's additional contacts and email addresses for all contacts. Additional contacts are displayed in the Contact tab in the Customer window. IMPORTANT: You cannot modify the email addresses that auto fill in the Profile and Subset forms in HEAT Call Logging. The GoldMine Ticket Transfer Feature The GoldMine Ticket Transfer feature runs as a service and queries the HEAT database for Contact1 Call Record information. Data is then transferred to the ContSupp table in the GoldMine database, where it can be displayed in the GoldMine Details tab. You can then synchronize this information to remote, undocked users. Advantages of Integration The primary advantage of integrating HEAT and GoldMine is that a single customer record exists and is shared by both applications: HEAT users can view and modify some GoldMine customer information, allowing Call Logging users to view a GoldMine customer s phone number, address, email address, etc. GoldMine can also be integrated to display a list of associated contacts for the selected Contact1 customer. HEAT users can view a customer s Sales-Pending information, allowing Call Logging users to view a list of scheduled sales activities for a particular GoldMine customer. HEAT users can view a customer s Sales-History information, allowing Call Logging users to view a list of prior sales activities for a particular GoldMine customer. GoldMine users can view Call Logging Information, allowing them to view call history information including information in the Detail, Journal, and Assignment tabs. Note: The Ticket Transfer feature expands the viewing of Call Logging information in GoldMine by allowing the transfer of Call Record data to the ContSupp table. From there, it can be displayed in the GoldMine Details tab and synchronized to remote, undocked users. HEAT and GoldMine users can send internal email messages to each other, allowing them to communicate about customers using email. HEAT and GoldMine users can post alerts to each other, allowing them to alert each other about key customer issues. Answer Wizard and Manager s Console can be used to monitor and report on data from both applications, allowing Answer Wizard and Manager s Console users to take advantage of analyzing and reporting on information from both HEAT and GoldMine. HEAT

Integrating GoldMine with HEAT 17-3 Integrating GoldMine with HEAT To properly integrate HEAT and GoldMine, you must complete the following steps in sequence: Note: Integration between HEAT and GoldMine is accomplished in the Administrator module, the Call Logging module, the Ticket Transfer Utility, and the GoldMine application. 1. Install HEAT and GoldMine. 2. Set up HEAT Security Rights for GoldMine. Security rights must be granted in order for HEAT to integrate with GoldMine. You must also grant security rights for the Ticket Transfer feature and GoldMine mail. Security rights are set in the HEAT Administrator module (refer to the "Setting Security" topic in the Administrator module online help). 3. Run the GoldMine Connection Wizard, which leads you through the steps necessary to connect HEAT with the GoldMine data source. The GoldMine Connection Wizard is run from within an Edit Set in the HEAT Administrator module (refer to the "Integrations" topic in the Administrator module online help). 4. Set up GoldMine Integration Options, which enable you to set the path to the GoldMine application as well as configure default options for displaying information in the Call Logging Customer window. Options are set using the GoldMine Integration dialog box located under the Defaults menu in the HEAT Administrator module (refer to the "Setting Defaults" topic in the Administrator module online help). 5. Set up Call Logging Preferences for GoldMine. User Preferences tell Call Logging where to find the GoldMine program so that it can be launched directly from Call Logging, and allow you to set display and logon options for individual users. 6. Set up Call Logging Preferences for GoldMine Alerts. User Preferences tell Call Logging how to display GoldMine alerts for GoldMine customers. 7. Run the GoldMine Ticket Transfer Configuration Utility, which sets up options for the GoldMine Ticket Transfer service. The service allows you to transfer new and updated Call Record information to the ContSupp table in GoldMine (refer to GoldMine documentation). 8. Set up HEAT Integration in GoldMine. HEAT integration options let you enable integration with HEAT, and define HEAT data source and login options. HEAT integration is conducted in the Tickets tab within GoldMine (refer to GoldMine documentation). Set up Call Logging Preferences for GoldMine To Set Call Logging Preferences for GoldMine: 1. Launch Call Logging. 2. From the Call Logging menu bar, select Edit>User Preferences. The User Preferences dialog box opens. 3. Click the Sales/Marketing Links tab. 4. In the GoldMine Path field, type the path to the location of the GoldMine program (.exe) or click Browse to navigate to that location. 5. In the Customer Window Options section, select the GoldMine tabs you want to display in the Call Logging Customer window: Show Pending Activities in Customer Window - Displays the Sales-Pending tab in the Customer window. This allows HEAT Call Logging users to view a list of scheduled sales activities for a particular GoldMine customer. User Guide

17-4 HEAT Integration with GoldMine Show Activity History in Customer Window - Displays the Sales-History tab in the Customer window. This allows HEAT Call Logging users to view a list of sales activities that took place for a particular GoldMine customer. 6. In the Data to Display section, select the GoldMine information you want to display by default. 7. To limit the view to only the activities you have created, select the Show only my activities check box. 8. To use your HEAT User ID and password to logon to GoldMine from within Call Logging, select the GoldMine Login Information check box. You must then type your HEAT User ID and password in the appropriate fields. 9. Click OK. Set up Call Logging Preferences for GoldMine Alerts To Set Call Logging Preferences for Sales Alerts: 1. Launch Call Logging. 2. From the Call Logging menu bar, select Edit>User Preferences. The User Preferences dialog box opens. 3. Click the Sales Alerts tab. 4. In the Call Logging section, select display options for GoldMine alerts appearing in the Call Logging main window: Show in Call Map -Displays the GoldMine alerts in the Call Map component of the InfoCenter. Pop-up alerts - Displays the GoldMine alerts as pop-up messages. Hide the alert bar if there are no alerts - Hides the GoldMine alert bar when no alerts are available. 5. In the Customer Window section, select display options for GoldMine alerts appearing in the Customer window: Pop-up alerts - Displays the GoldMine alerts as pop-up messages. Hide the alert bar if there are no alerts - Hides the GoldMine alert bar when no alerts are available. 6. In the Wait for initial query field, type a numeric value indicating how many seconds you want HEAT to wait before displaying GoldMine alerts. 7. Click OK. HEAT

A Resources Additional Documentation In addition to this guide, the following resources are available to provide you with information about HEAT: Online Help - Accessed by clicking the Help menu option in Call Logging or Administrator module, and the Help icon in Web User Interface, online help provides topic overviews and step-by-step instructions to walk you through basic tasks, in addition to a comprehensive table of contents, index, and search function. HEAT Installation Guide - Provides the information needed to install HEAT, including system requirements and instructions for unattended installations. HEAT Administrator Guide - Provides administrators with the information necessary to configure HEAT settings and defaults, HEAT Messaging Center (HMC), HEAT Survey, and HEAT Self Service configurations.. Note: Guides are available in PDF format from the Installation CD-ROM or from support.frontrange.com for maintenance customers. HEAT Plus Knowledge Installation Guide - Provides the information needed to install HPK, including system requirements, installation wizard procedure, and the HPK database schema. Training Courses - Information regarding training courses for the FrontRange Solutions family of products can be found at: http://frontrange.learn.com

A-2 Resources Contact Us Support Site FrontRange Solutions can answer your technical support questions about HEAT, FRS Foundation, GoldMine, and other FrontRange product families. Visit: http://support.frontrange.com Contact Information FrontRange Solutions Worldwide Headquarters 5675 Gibraltar Drive Pleasanton, CA 94588 USA TEL: 800.776.7889 and +1 925.398.1800 If calling from Canada, dial: 1.888.603.3270 Offices are also located in Latin America, Asia Pacific, Europe, and South Africa. For international contact information, go to the FrontRange Solutions Web site, click the Contact link at the top of the page, then click the Support or Offices tab. HEAT

Index Symbols @calculations, 11-49 @functions, 11-46 A acknowledge assignment, 4-14 activity log add record, 4-19 delete record, 4-20 edit record, 4-20 print, 4-20 add attachments, 8-2, 8-3 add autotasks, 11-2 add call group, 5-2 add configuration record, 6-5 add contact record, 6-5 add customer group, 7-1 add customer profile, 6-2 add record to activity log, 4-19 add report shortcut, 13-2 alarms, 4-8 asset configuration, 12-23 delete assets, 12-25 transfer assets, 12-25 transfer assets into call records, 12-24 assets create call records, 12-24 assignment form, 4-12 assignments acknowledge, 4-14 create, 4-14 delete, 4-16 resolve, 4-14 view, 4-15 attachments add, 8-2, 8-3 attachment buttons, 2-19 call record, 8-1 customer, 8-1 edit, 8-3, 8-4 global, 8-1 remove, 8-3, 8-4 autoclose HEATBoard issue, 10-5 autotask actions create, 11-7, 11-11 defined, 11-7 autotask folder create, 11-5 delete, 11-5 autotasks, 11-1 @calculations, 11-49 @functions, 11-46 add, 11-2 create, 11-2 create toolbar button, 11-5 delete, 11-4 edit, 11-4 export, 11-7 import, 11-6 run, 11-4 B Boolean search, 9-5 @functions, 9-6 logical operators, 9-5 broadcast messages, 14-5 C call groups, 5-1 add, 5-2 create, 5-2 create toolbar button, 5-7 delete, 5-6 edit, 5-5 open, 5-5 refresh, 5-7 remove calls, 5-7

I-2 Index tabbed layout, 2-18 call log form, 4-10 call logging attachments toolbar buttons, 2-19 call record control buttons, 2-19 call record tabs, 2-18 call status banner, 2-17 customize, 12-1 InfoCenter, 2-18 menu descriptions, 2-8 status bar buttons, 2-20 table maintenance, 12-18 toolbar, 2-16 user preferences, 12-2 call logging process, 3-5 call map user preferences, 12-14 call record forms, 4-1 call records, 4-1 alarms, 4-8 attachments, 8-1 close, 4-5 create, 4-3 delete, 4-6 lock, 4-7 open, 4-2 print, 15-2 put on hold, 4-8 reopen, 4-5 save, 4-4 track, 4-19 unlock, 4-7 update, 4-6 call status banner, 2-17 call transfer log view, 4-21 change password user preferences display tab, 12-2 close call record, 4-5 close HEATBoard issue, 10-5 configuration record add, 6-5 create, 6-5 contact record add, 6-5 create, 6-5 create assignment, 4-14 create autotask actions, 11-7, 11-11 create autotask folder, 11-5 create autotasks, 11-2 create call group, 5-2 Boolean expression, 5-3 simple search, 5-2 create call record, 4-3 create call record alarm, 4-8 create configuration record, 6-5 create contact record, 6-5 create customer group, 7-1 Boolean expression, 7-2 simple search, 7-2 create customer profile, 6-2 create HEATBoard issue, 10-4 create journal entry, 4-17 create report shortcut, 13-2 create toolbars, 12-15 customer attachments, 8-1 customer groups, 7-1 add, 7-1 create, 7-1 create toolbar button, 7-6 delete, 7-5 edit, 7-5 open, 7-4 customer profile add, 6-2 create, 6-2 delete, 6-4 edit, 6-4 find, 6-2 customer records, 6-1 call history form, 6-7 configuration form, 6-5 contacts form, 6-5 profile form, 6-2 customize toolbars, 12-15 D dashboard, 2-7 delete assignment, 4-16 delete autotask folder, 11-5 delete autotasks, 11-4 delete call group, 5-6 delete call record, 4-6 delete customer groups, 7-5 delete customer profile, 6-4 delete journal entry, 4-18 delete record from activity log, 4-20 delete report shortcut, 13-7 designate lead call, 10-6 detail form, 4-11 display tabbed layout, 2-18 E edit activity log record, 4-20 edit attachments, 8-3, 8-4 edit autotasks, 11-4 edit call group, 5-5

Index I-3 edit customer group, 7-5 edit customer profile, 6-4 edit HEATBoard issue, 10-5 edit journal entry, 4-17 edit report shortcut, 13-7 export autotask, 11-7 F find customer profile, 6-2 find profile record, 6-2 First Level Support (FLS), 9-7 user preference settings, 12-10 forms assignment, 4-12 call history, 6-7 call log, 4-10 call record, 4-1 configuration, 6-5 contacts, 6-5 detail, 4-11 journal, 4-16 profile, 6-2 subset, 4-9 G global attachments, 8-1 go to call ID, 9-4 H HEAT Plus Knowledge (HPK), 9-6 user preference settings, 12-10 HEAT terminology, 3-2 HEATBoard icons, 10-3 issue icons, 10-3 lead call, 10-6 toolbar buttons, 10-3 user preferences, 12-13 HEATBoard groups open, 10-6 HEATBoard issues autoclose, 10-5 close, 10-5 create, 10-4 edit, 10-5 link calls, 10-6 I import autotask, 11-6 InfoCenter close, 10-1 display options, 10-2 hide, 10-1 move, 10-1 integration GoldMine, 17-1 J journal entries create, 4-17 delete, 4-18 edit, 4-17 view, 4-18 journal form, 4-16 K keyboard shortcut keys, 2-3 knowledge bases First Level Support (FLS), 9-7 HEAT Plus Knowledge (HPK), 9-6 L link calls to HEATBoard issue, 10-6 lock call record, 4-7 log in, 2-2 logical operators, 9-5 M MobileHEAT, 16-1 N navigation, 2-7 O open call group, 5-5 open call record, 4-2 open customer group, 7-4 open HEATBoard group, 10-6 P print call records by call group, 15-3 in form view, 15-2 in grid view, 15-3 print preview, 15-2 profile find, 6-2 Q quick search, 9-2 R refresh call group, 5-7

I-4 Index remove attachments, 8-3, 8-4 reopen call record, 4-5 report shortcuts, 13-1 add, 13-2 create, 13-2 create toolbar button, 13-9 delete, 13-7 edit, 13-7 run, 13-6 set default, 13-8 reports Crystal reports, 13-9 resolve assignment, 4-14 run autotask, 11-4 run report shortcut, 13-6 S search Boolean search, 9-5 browse, 9-4 find command, 9-3 go to call ID, 9-4 quick search, 9-2 simple search, 9-2 search methods, 9-1 send broadcast message, 14-5 set theme, 12-17 shortcut keys, 2-3 simple search, 9-2 smart prompts, 12-21 status bar buttons, 2-20 subset form, 4-9 supportmail create folders, 14-3 create groups, 14-3 navigation, 14-2 send email, 14-3 set up, 14-1 toolbar, 14-2 T tabbed layout, 2-18 table maintenance, 12-18 add values, 12-19 asset configuration, 12-23 create call records for assets, 12-24 delete assets, 12-25 delete values, 12-19 edit values, 12-19 smart prompts, 12-21 transfer assets, 12-25 transfer assets into call records, 12-24 themes, 12-17 toolbar supportmail, 14-2 toolbars create, 12-15 customize, 12-15 track call records activity log, 4-19 U unlock call record, 4-7 update call record, 4-6 user preferences, 12-2 assignments, 12-4 call map, 12-14 default data source, 12-9 display, 12-2 grid settings, 12-4 GroupWise, 12-7 HEATBoard, 12-13 journals, 12-4 location, 12-9 MAPI/Lotus, 12-6 paths, 12-10 POP/SMTP, 12-8 prompts, 12-12 sounds, 12-11 supportmail, 12-5 tabbed layout, 2-18, 12-2 time zone, 12-9 V view assignment, 4-15 view call transfer log, 4-21 view journal entry, 4-18