Oracle Mobile Field Service - Voice is a voice-enabled application. There are specific commands that relate to specific actions within certain voice-enabled tasks that are coded into the application. Similarly, the Wireless option also supports Dual Tone Multi Frequency (DTMF) functionality, or keypad data entry.
This chapter covers the following topics:
The following wireless option actions are supported by the voice devices:
Speech Grammar Common Across the Application
Task Summary
Date
Another Date
Search
Task Entry
Request Entry
Search Confirm
Task Details
Confirm the Task Assignment Status
Request Details
Customer Details
Call Customer
Accept a Prefix
Counters
Counter Summary Screen
Counter Details
Counter Reading Entry
Accept New Counter Reading Entry
Debrief Summary
Update Resolution Code
Service Activity code for Expense and Labor Debrief
Expense Item and Expense Amount for Debrief
Labor Item and Labor Duration for Debrief
Grammar File for Voice Material Debrief
Type of Transaction List of Values (LOV)
Service Activity Code LOV
Sub-inventory LOV
Item Number LOV
Serial Number LOV
Parent Product LOV
Recovered Product LOV
Return Reason LOV
Confirm Material Debrief
Grammar for All Alphanumeric Entries
Alpha Digit Entry or Digits Entry
Search Confirmation
Search Results
Grammar for Voice Travel Debrief
Confirm Travel Debrief
Grammar for Listen and Delete Debrief Lines
Listen Debrief
Confirm Delete Debrief Line
Confirm entry of Resolution Code / Expense Debrief / Labor Debrief
The following tables detail the Speech Grammar and the DTMF Grammar for all the actions relating to the above Wireless Option Voice-enabled activities.
The following table contains actions that are common in most modules of the application.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Explains the actions for this card | {Help} | 0 |
| Navigates to the Main Menu | {main menu} | n/a |
| Cancel the Current Operation | {cancel} | * |
| Play the entire list of Speech Grammar | {touchtones} | # |
| Plays the tutorial | {tutorial} | n/a |
| + Previous item in current list | {previous} | 4 |
| + Next item in current list | {next} | 5 |
| + First item in current list | {first} | 6 |
| + Repeat the current item | {repeat} | 66 |
| + Last item of current list | {last} | 7 |
| + Search for task or service request | {search} {task search} | 8 |
| + Change the date of the tasks | {change date} {enter date} {date} | 9 |
+ These actions are not available in modal and data entry screens.
This activity lists the tasks for a particular day or the results of a task or service request search.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Task Details | {Task details} {details} | 1 |
| Counters | {edit counters} {counters} | 2 |
| Change Status | {change status} {status} | 3 |
| Previous | {previous} {go back} | 4 |
| Next | {next} {skip} {go forward} | 5 |
| First | {first} {beginning} {skip} | 6 |
| Repeat | {repeat} | 66 |
| Last | {last} {end} | 7 |
| Search | {search} {task search} | 8 |
| Date | {change date} {enter date} {date} | 9 |
| Main Menu | {main menu} {cancel} {goodbye} | * |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
This activity provides the ability to switch dates.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Yesterday | {previous} {view previous} {go to previous} {previous tasks} {previous day} | 1 |
| Tomorrow | {next} {view next} {go to next} {next tasks} {next day} | 2 |
| Today | {current} {view current } {go to current} {current tasks} {current day} | 3 |
| Previous | {previous} | 4 |
| Next | {next} | 5 |
| Another Date | {other} {pick day} {choose a day} {choose} {another date} | 6 |
| Search | {search} {task search} | 8 |
| Date | {change date} {enter date} {date} | 9 |
| Main Menu | {main menu} {goodbye} | n/a |
| Task List | {task list} {cancel} | * |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
This activity provides the ability to pick a new date. A user can say the date in the format October 19th, 2000 or type in the date in the format yymmdd (i.e. 20001019).
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Search | {search} {task search} | 8 |
| Date | {change date} {enter date} {date} | 9 |
| Main Menu | {main menu} {goodbye} | n/a |
| Task List | {task list} {cancel} | * |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
This activity provides the ability to search for a task using a task number or request number.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Search by Task Number | {task} {search by task} {task number} | 1 |
| Search by Request Number | {request} {search by request} {request number} {service request number} | 2 |
| Search | {search} {task search} | 8 |
| Date | {change date} {enter date} {date} | 9 |
| Main Menu | {main menu} {goodbye} | n/a |
| Task List | {task list} {cancel} | * |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
This activity enables the user to enter the task number to be searched. Numeric searches are allowed. A wild card % will be added at the end of the numbers. The user can say or type the digits.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Main Menu | {main menu} {goodbye} | n/a |
| Task List | {task list} {cancel} | * |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
This activity enables the user to enter the request number to be searched. Numeric Searches are allowed. A wild card % will be added at the end of the numbers. The user can say or type the digits.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Main Menu | {main menu} {goodbye} | n/a |
| Task List | {task list} {cancel} | * |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
The activity enables the user to confirm whether the task number or request number entered is correct. Say 'OK' or remain silent to continue. Say 'Cancel' to re-enter the search number.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Yes | {yes} {okay} {ok} | 1 |
| No | {no} {cancel} | 2 |
| Search | {search} {task search} | 8 |
| Date | {change date} {enter date} {date} | 9 |
| Main Menu | {main menu} {goodbye} | n/a |
| Task List | {task list} {cancel} | * |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
The existing Task Details action has the ability to navigate to Debrief.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Main Menu | {Main Menu} | n/a |
| Change Status | {change status}, {status} | 1 |
| Edit Counter | {counters}, {edit counters), {change counters) | 2 |
| Request Details | {request details}, {request}, {service request details}, {service request}, {request number details}, {request number} | 3 |
| Previous | {back}, {previous} | 4 |
| Next | {next}, {skip} | 5 |
| First | {first} | 6 |
| Last | {last} | 7 |
| Customer Details | {customer}, {customer details} | 8 |
| Debrief | {debrief} | 9 |
| Repeat | {repeat}, {repeat task} | 66 |
| Task List | {task list} | * |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
This activity enables the user to change the assignment status of a task.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Status Name 1 | {status name 1} | 1 |
| Status Name 2 | {status name 2} | 2 |
| + Status Name 3 | {status name 3} | 3 |
| Task Details | {task details}, {cancel} | n/a |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat}, {repeat task} | 66 |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
+ The Status Name actions continue until the user reaches the end of the available statuses.
This activity enables the user to confirm the assignment status of a task.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Yes | {yes} {OK} {okay} {correct} | 1 |
| No | {no}, {never}, {no way}, {cancel} | 2 |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
This activity enables the user to access certain details of a service request.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Customer Details | {customer} {customer details} | 1 |
| Previous | {back}, {previous} | 4 |
| Next | {next}, {skip} | 5 |
| First | {first} | 6 |
| Repeat | {repeat} | 66 |
| Last | {last} | 7 |
| Search for task or service request | {search} {task search} | 8 |
| Change the date of the tasks | {change date} {enter date} {date} | 9 |
| Task Details | {task details}, {task}, {cancel} | * |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
This activity enables the user to access certain details about the customer.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Call Customer | {call customer}, {call}, | 1 |
| Task Details | {task details}, {task}, {cancel} | 2, * |
| Previous | {back}, {previous} | 4 |
| Next | {next}, {skip} | 5 |
| First | {first} | 6 |
| Repeat | {repeat} | 66 |
| Last | {last} | 7 |
| Search for task or service request | {search} {task search} | 8 |
| Change the date of the tasks | {change date} {enter date} {date} | 9 |
| Tutorial | {tutorial} | n/a |
This activity asks the user whether he wants to add a prefix to the calling phone number.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Yes | {yes}, {OK}, {okay}, {add}, {prefix}, {add prefix} | 1 |
| No | {call customer}, {call}, {no} | 2 |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
| Customer Details | {customer details} | * |
This activity is a form and accepts whatever the user punches in or says. Then the application calls the number and, after the call, returns to customer details.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
| Customer Details | {customer details} | * |
These activities enable a user to capture the counter reading for a particular customer product which has counters. If there is more than one counter associated with the customer product, then if the user says "counters" in the task details screen, the application goes to the counter summary screen. After selecting a counter, the application navigates to the counter detail screen. However, if there is only one counter, then the application navigates directly to the counter details screen.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Counter Name 1 | {Counter name 1} | 1 |
| Counter Name 2 | {Counter name 2} | 2 |
| + Counter Name 3 | {Counter name 3} | 3 |
| Task Details | {task details}, {cancel} | n/a |
| Task List | {task list} | n/a |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat}, {repeat task} | 66 |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
+ Counter names continue to be prompted until the user reaches the end of the available counters. The maximum status is DTMF Grammar plus one.
This activity lists the counter details.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Edit Counter | {edit}, {update}, {edit counter} | 1 |
| Task List | {task list} | n/a |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat}, {repeat task} | 66 |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
The application is in edit mode at this point for the counter and accepts the counter reading as what the user types in or says.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
This activity accepts the new counter reading.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Yes | {yes}, {OK}, {okay}, {correct}, {update} | 1 |
| No | {no}, {never}, {cancel}, {no way} | 2 |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
| + Counter Summary / Task Details | n/a | * |
+ The DTMF GRAMMAR function would take the user to either the Counter Summary Page or Task Details depending on whether or not there is more than one counter associated with the customer product.
This activity enables the user to access the Debrief Summary page.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Resolution Code | {resolution}, {change resolution}, {change resolution code}, {change code}, {resolution code}, {code} | 1 |
| Labor Debrief | {labor debrief}, {labor} | 2 |
| Expense Debrief | {expense debrief}, {expense} | 3 |
| Material Debrief | {material} {Add material} | 4 |
| Travel Debrief | {travel} {travel debrief} {travel capture} | 5 |
| Listen Labor Lines | {details labor}, (listen labor}, {details labor lines} | 6 |
| Listen Expense Lines | {details expense}, (listen expense}, {details expense lines} | 7 |
| Listen Material Lines | {details material}, (listen material}, {details material lines} | 8 |
| Task Details | {task details}, {cancel} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat}, {repeat task} | 66 |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
This activity enables the user to update the resolution code.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Resolution Code 1 | {Code Name 1} | 1 |
| Resolution Code 2 | {Code Name 2} | 2 |
| + Resolution Code 3 | {Code Name 3} | 3 |
| Debrief | {debrief} | *, Maximum Status DTMF GRAMMAR + 1 |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
+ This activity continues to prompt Resolution Codes until the user reaches the end of the available codes. The Maximum Status is DTMF Grammar plus one.
This activity enables the user to access the Service Activity Code for Expense and Labor Debrief.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Service Activity Code 1 | {Activity Code Name 1} | 1 |
| Service Activity Code 2 | {Activity Code Name 2} | 2 |
| + Service Activity Code 3 | {Activity Code Name 3} | 3 |
| Debrief | {debrief} | *, Maximum Status DTMF GRAMMAR + 1 |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
+ This activity continues to prompt available service activity codes until the user reaches the end of the available codes. The Maximum Status is DTMF Grammar plus one.
This activity enables you to access expense items and amounts in Debrief.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Expense Item 1 | {item name 1} | 1 |
| Expense Item 2 | {item name 2} | 2 |
| + Expense Item 3 | {item name 3} | 3 |
| Expense Amount | {amount in currency} | Number |
| Debrief | {debrief} | *, Maximum Status DTMF GRAMMAR + 1 |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
+ This activity continues to prompt expense items until the user reaches the end of the available items. The Maximum Status is DTMF Grammar plus one.
This activity enables you to access labor items and labor duration for debrief.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Labor Item 1 | {item name 1} | 1 |
| Labor Item 2 | {item name 2} | 2 |
| + Labor Item 3 | {item name 3} | 3 |
| Start Date | {start date of labor} | YYYYMMDD |
| Start Time | {start time of labor am/pm/hours} | HHmm |
| End Time | {end time of labor am/pm/hours} | HHmm |
| Debrief | {debrief} | *, Maximum Status DTMF GRAMMAR + 1 |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
+ This activity continues to prompt labor items until the user reaches the end of the available items. The Maximum Status is DTMF Grammar plus one.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Install | {install} {install material} | 1 |
| Return | {return} {return material} | 2 |
| Change Install Service Activity Code | {change install} | 3 |
| Change Return Service Activity Code | {change return} | 4 |
| Change usable sub inventory | {change usable sub inventory} {usable} | 5 |
| Change defective sub inventory | {change defective sub inventory} {defective} | 6 |
| Debrief | {debrief} {cancel} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Service Activity Code 1 | {activity code name 1} | 1 |
| Service Activity Code 2 | {activity code name 2} | 2 |
| + Service Activity Code 3 | {activity code name 3} | 3 |
| Debrief | {debrief} {cancel} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
+ This activity continues to prompt service activity code until the user reaches the end of the available items.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Sub Inventory 1 | {Sub Inventory name 1} | 1 |
| Sub Inventory 2 | {Sub Inventory name 2} | 2 |
| + Sub Inventory 3 | {Sub Inventory name 3} | 3 |
| Debrief | {debrief} {cancel} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
+ This activity continues to prompt sub inventories until the user reaches the end of the available items.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Assigned Product 1 | {one} | 1 |
| Assigned Product 2 | {two} | 2 |
| + Assigned Product 2 | {three} | 3 |
| Enter New Product | {eight} {new item} {another item} | 8 |
| Get next bunch of assigned products | {more} {next} | 9 |
| Debrief | {debrief} {cancel} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
+ This activity continues to prompt item numbers until the user reaches the end of the available assigned items, or assigned product 7, whichever occurs first.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Serial Number 1 | {one} | 1 |
| Serial Number 2 | {two} | 2 |
| + Serial Number 3 | {three} | 3 |
| Debrief | {debrief} {cancel} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
+ This activity continues to prompt item numbers until the user reaches the end of the available serial numbers, or serial number count 8, whichever occurs first. If serial numbers are more than 8, they will not be prompted
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Instance of SR, if present | {one} {product of service request} | 1 |
| Enter another product using alpha numeric entry | {two} {enter parent product} {new product} {new parent product} {new serial number} {another product} {another parent product} | 2 |
| Skip the entry | {three} | 3 |
| Debrief | {debrief} {cancel} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Enter another product using alpha numeric entry | {one} {enter recovered product} {new product} {new recovered product} | 1 |
| Skip the entry | {three} {skip} {skip this step} {none} | 3 |
| Debrief | {three} {skip} {skip this step} {none} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Return Reason 1 | {Return Reason 1} | 1 |
| Return Reason 2 | {Return Reason 2} | 2 |
| + Return Reason 3 | {Return Reason 3} | 3 |
| Debrief | {debrief} {cancel} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
+ This activity continues to prompt return reasons until the user reaches the end of the available items.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Save debrief line and Go to debrief summary | {yes} {OK} {okay} {correct} {update} | 1 |
| Go to debrief summary without saving | {no} {never} {no way} {cancel} | 2 |
| Save debrief line and Go to addition of next material line | {add another} {another} | 3 |
| Go to Debrief summary | {debrief} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
For entries like ‘Item Number’, ‘Serial Number’, ‘Parent Product Serial Number’ and ‘Child Product Serial Number’.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Go to alpha digit entry | {alpha digit}, {alpha numeric} | 1 |
| Go to digits entry | {digits} {numbers} | 2 |
| Go to Debrief summary | {debrief} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Delete previous alphabet or digit entered | {remove} {delete} | n/a |
| Complete the entry | {complete} {done} | # |
| To hear what the user has entered so far | {string so far} | n/a |
| Wild card search | {star} | * |
| Cancel entry | {cancel} | n/a |
| Main Menu | {main menu} | n/a |
| Help | {help} | 0 |
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Yes | {yes} {okay} {ok} {search} | 1 |
| No | {no} {cancel} | 2 |
| Main Menu | {main menu} {goodbye} | n/a |
| Debrief Summary | {debrief} | * |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Select <data> number 1 | {one} | 1 |
| Select <data> number 2 | {two} | 2 |
| + Select <data> number 3 | {three} | 3 |
| Debrief Summary | {debrief} {cancel} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
+ This activity continues to prompt until the user reaches the end of the available results, or number 8, whichever occurs first.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Save debrief line and Go to debrief summary | {yes} {OK} {okay} {correct} {update} | 1 |
| Go to debrief summary without saving | {no} {never} {no way} {cancel} | 2 |
| Task List | {task list} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Delete Respective Debrief Line | {delete} {one} | 1 |
| Next | {next}, {four} | 4 |
| Previous | {five}, {previous} | 5 |
| Debrief Summary | {debrief} {cancel} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Confirm delete and Go to debrief summary | {yes} {delete} {one} | 1 |
| Deny confirmation and Go back to debrief line | {no} {never} {no way} {cancel} {two} | 2 |
| Save debrief line and Go to addition of next material line | {add another} {another} | 3 |
| Go to Debrief Summary | {debrief} | * |
| Main Menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Help | {help} | 0 |
| Touchtones | {touchtones} | # |
| Tutorial | {tutorial} | n/a |
This activity enables the user to confirm entries of resolution codes, expense debrief, and labor debrief.
| Action | Speech Grammar | DTMF Grammar |
|---|---|---|
| Yes | {yes} {OK} {okay} {correct} | 1 |
| No | {no}, {never}, {no way}, {cancel} | 2 |
| Task List | {task list} | * |
| main menu | {main menu} | n/a |
| Repeat | {repeat} | 66 |
| Touchtones | {touchtones} | # |
| Help | {help} | 0 |
| Tutorial | {tutorial} | n/a |
| Counter Summary / Task Details | n/a | * |
The following procedures detail key business flows supported by the Oracle Mobile Field Service - Voice application. The Mobile Field Service - Wireless application supports voice commands and key pad commands.
The procedures guide you through the following scenarios:
Accessing Task Details.
Accessing Service Request Details
Calling a Customer
Changing Task Assignment Status
Creating a Labor Debrief
Capturing an Expense Debrief
Capturing a Material Debrief
Capturing a Counter Reading
Within the procedures, each step is comprised of a Command, which leads to an Action by the Mobile Field Service - Wireless application.
Command: A command can either consist of a key pad stroke, such as pressing 1 or the * (star) key, or a predefined voice command. In the procedures, both the voice commands and the key pad strokes that initiate the desired action appear.
Action: The resulting action is identical whether you use a key pad command, or a voice command to initiate it.
To Access Task Details
Access the Mobile Field Service - Voice application.
You will hear all of the tasks assigned to you for the current day.
Press 1, Task Details
Note: You can click #, Help at any time to listen to the DTMF help.
You will hear the complete task details for the task.
To Access Service Request Details
Access the Mobile Field Service - Voice application.
You will hear all of the tasks assigned to you for the current day.
Press 1, Task Details
Note: You can press #, Help at any time to listen to the DTMF help.
You will hear the complete task details for the task.
Press 3, Request Number
You will hear the service request details for the task.
To Call a Customer
Access the Mobile Field Service - Voice application.
You will hear all of the tasks assigned to you for the current day.
Press 1, Task Details
Note: You can press #, Help at any time to listen to the DTMF help.
You will hear the complete task details for the task.
Press 8, Customer Details
Note: Press *, Task List to return to the task list.
You will hear all of the customer details.
Press 1, Call to call the customer.
Note: Press *, Task Details to return to task details.
You will hear the customer phone number. Then the application will ask if you want to enter a prefix.
Press 0-9, Add Prefix
Press 1, Yes to confirm the action and call the customer or Press 2, No to cancel the action and not call the customer.
To Change Task Assignment Status
Access the Mobile Field Service - Voice application.
You will hear all of the tasks assigned to you for the current day.
Perform one of these actions:
Press 3, Change Statuses
Press 1, Task Details and then Press 1, Change Statuses
You will hear all of the possible statuses.
Enter corresponding key for the new task assignment status.
Press 1, Yes to accept the new status or Press 2, No to cancel the status change.
To Create a Labor Debrief
Access the Mobile Field Service - Voice application.
You will hear all of the tasks assigned to you for the current day.
Press 1, Task Details
Note: You can press #, Help at any time to listen to the DTMF help.
You will hear the complete task details for the task.
Press 9, Debrief
The system provides a summary of the debrief activity for the task.
Press 2, Labor Debrief
Note: The Service Activity Code and Labor Item will default from the profile options CSFW: Voice Labor Activity Code and CSFW: Voice Labor Item. The Business Process will default from the profile option CSF: Default Debrief Business Process.
Enter Labor start date in YYYYMMDD format.
Enter Labor start time in HHMM (HH in 24 Hour format).
Enter Labor end date in YYYYMMDD format.
Enter Labor end time in HHMM (HH in 24 Hour format).
Press 1, Yes to confirm the entry and submit the labor line or Press 2, No to cancel the labor line.
After confirmation you will be at the Debrief section again.
Press 6, Details Labor to listen to the labor debrief line details.
Press 1, Delete to delete the line with confirmation.
After deletion you will be at the Debrief section again.
To Create an Expense Debrief
Access the Mobile Field Service - Voice application.
You will hear all of the tasks assigned to you for the current day.
Press 1, Task Details
Note: You can press #, Help at any time to listen to the DTMF help.
You will hear the complete task details for the task.
Press 9, Debrief
The system provides a summary of the debrief activity for the task.
Press 3, Expense Debrief
Note: The Service Activity Code and Expense Item will default from the profile options CSFW: Voice Expense Activity Code and CSFW: Voice Expense Item. The Business Process will default from the profile option CSF: Default Debrief Business Process.
Enter Amount for the expense line.
Press 1, Yes to confirm the entry and submit the expense line or Press 2, No to cancel the expense line.
After confirmation you will be at the Debrief section again.
Press 7, Details Expense to listen to the expense debrief line details.
Press 1, Delete to delete the line with confirmation.
After deletion you will be at the Debrief section again.
To Create a Material Debrief - Only Numeric Item Entry (No Control Item)
Access the Mobile Field Service - Voice application.
You will hear all of the tasks assigned to you for the current day.
Press 1, Task Details
Note: You can press #, Help at any time to listen to the DTMF help.
You will hear the complete task details for the task.
Press 9, Debrief
The system provides a summary of the debrief activity for the task.
Press 4, Material Debrief
Note: The Service Activity Code will default from the profile option CSFW: Voice Install Service Activity Code. The Business Process will default from the profile option CSF: Default Debrief Business Process.
Press 1, Install for an install line.
The application will ask if you want to enter digits or alpha numerics.
Press 2, Digits to enter item numbers in digits.
Enter the partial item number and wait to hear the value entered.
Press # to submit the search.
Search will retrieve the item that matches the search criteria.
Press 1, Yes to confirm the item.
Enter the quantity for this item.
Press 1, Yes to confirm the entry and submit the material line or Press 2, No to cancel the material line.
After confirmation you will be at the Debrief section again.
Press 8, Details Material to listen to the material debrief line details.
Press 1, Delete to delete the line with confirmation.
After deletion you will be at the Debrief section again.
To Create a Material Debrief - Alpha Numeric Item Entry (Serial Controlled Item)
Access the Mobile Field Service - Voice application.
You will hear all of the tasks assigned to you for the current day.
Press 1, Task Details
Note: You can press #, Help at any time to listen to the DTMF help.
You will hear the complete task details for the task.
Press 9, Debrief
The system provides a summary of the debrief activity for the task.
Press 4, Material Debrief
Note: The Service Activity Code will default from the profile option CSFW: Voice Install Service Activity Code. The Business Process will default from the profile option CSF: Default Debrief Business Process.
Press 1, Install for install line.
The application will ask if you want to enter digits or alpha numerics.
Press 1, Alpha Digits for item numbers in alpha numeric.
Enter the partial item number and wait to hear the value entered.
Press # to submit the search.
Search will retrieve the item that matches the search criteria.
Press 1, Yes to confirm the item.
The system will ask you if you want to the enter the serial number by digits or alpha numerics.
Press 1, Alpha Digits to enter an alpha numeric type serial number.
At prompt, speak the alpha numeric value.
The application will confirm the entry.
Speak the next alpha numeric value in the serial number.
The application will confirm the entry.
Repeat step 12 until you have entered all the alpha numeric values in the serial number. For example if the serial number is CSF200. You would need to speak C, S, and F.
Enter the next numeric value in the serial number.
Repeat Step 14 until you have entered all the numeric values in the serial number. For example if the serial number is CSF200. You would need to enter 2, 0, 0.
Press # to perform the search.
Press 1, Yes to confirm the item serial number entered.
Press 3, to skip the parent product entry.
Press 3, to skip the recovered product entry.
Press 1, Yes to confirm the entry and submit the material line or Press 2, No to cancel the material line.
After confirmation you will be at the Debrief section again.
Press 8, Details Material to listen to the material debrief line details.
Press 1, Delete to delete the line with confirmation.
After deletion you will be at the Debrief section again.
To Capture a Counter Reading
Access the Mobile Field Service - Voice application.
You will hear all of the tasks assigned to you for the current day.
Perform one of the following:
Press 2, Edit Counters
Press 1, Task Details and then Press 2, Edit Counters
You will hear all of the counters.
Enter corresponding key for counter.
Press 0 -9 and enter the counter reading.
Press 1, Yes to confirm the counter reading or Press 2, No to cancel the counter reading.