The Trouble Info tab’s Callers view lists all calls associated with an event.
Understanding the Calls Table
The Calls Table lists all calls associated with an event. The table provides the following information:
• The Event # column displays the event number for the call.
• The Clues column displays the trouble code clues received for the call.
• The Device column displays the name of the customer's service device.
• The Name column displays the customer's name.
• The Telephone column displays the customer's telephone number.
• The Date/Time column displays the date and time of the customer's call.
• The Critical column displays the customer type value of the customer.
• The Cmt column displays a Y/N code depending on whether the call contains customer comments or not, respectively.
• The Address column displays the customer's address.
• The Account # field displays the customer's account number.
Understanding the Comments Table
The Comments table displays all customer comments associated with the event. If there is a comment associated with a call, selecting the call in the Calls Table will highlight the comment in the Comments table. The Comments table contains the following information:
• The Name column displays the customer's name.
• The Comment column displays the customer's comment.
Understanding Callers View Actions
The following actions are available using the Callers View:
Detailed information about a logged call is displayed in the Call Info window. An event (represented by a single row in the Work Agenda) can have multiple calls if the calls have been grouped to one event. The Call Info window may be accessed from the Event Details Trouble Info tab. You cannot edit the fields in the Call Info window; they are read only.
To open the Call Info window from the Trouble Info Callers view, select the row of the call you want to display and either click the Call Info... button or select Call Info... from the Actions menu.
Call Info Window
The Call Info window displays the following fields and buttons:
• Account # displays the customer's account number.
• Event Status displays the current status of the event that this call is a part of.
• Telephone displays the customer's phone number.
• Event # displays the number assigned to the event by the system.
• Name displays the customer's name.
• Clues displays the short description representation of the Request drop-down list selections that were entered when the call was logged.
• Address displays the customer's address.
• Reported Start Date displays the date and time the problem began for the customer.
• City displays the customer's city, state and zip code.
• Call Taker ID displays the user name of the person who entered the call.
• Customer Type displays the customer type value for the customer.
• Crew ID displays the name of the crew that has been placed en route to/is onsite at the event, if any.
• Customer Device displays the name of the customer's service device.
• Callback Date displays the date and time of the last callback attempt.
• Callback Result displays the callback result, when applicable
• Zones displays the control zones the customer is located in.
• Customer Comment displays any customer comments that were entered at the time the call was logged.
Buttons
• The Print button opens the Print Preview dialog box, which allows you to print the currently displayed customer call information.
Menus
The Call Info window provides the following menu options.
File Menu
• Print – Opens up the Print Preview dialog box, which allows you to print out the contents of the currently displayed customer call information
• Exit – Closes the Call Info window
Help Menu
The Help menu displays the standard Help and About options.
Ungrouping Calls
You can ungroup calls that were automatically grouped by the system as a result of trouble analysis rules. For example, you would ungroup a call from an event when it is not actually related to the event, but rather should be its own non-groupable event. To ungroup calls, complete these steps:
1. Select the event row in the Work Agenda you want to ungroup and click the Trouble Info... button (). The Event Details Trouble Info tab opens to the Callers view.
2. Select the row in the Calls Table for the call you want to ungroup.
3. Select Ungroup from the Actions menu. The Ungroup dialog box opens with the device related to the event populated in the Device field.
4. Click OK.
• In the Work Agenda, the call is ungrouped and a new event row appears in the Trouble Events list with the appropriate device association.
• In the Work Agenda, the ungrouped call is removed from the # Calls column for the event it was ungrouped from.
Note: Events that are manually ungrouped will not be automatically grouped again by the system. However, you can manually group them again.
Editing Call Clues
You can edit the clues associated with one or more calls, which will cause the event's clues to be changed. You can also enter comments that will be appended to the existing call comments.
To edit clues for a call, complete these steps:
1. Select an event in the Work Agenda with at least one call.
2. Select the Trouble Info button () to open Event Details. Trouble Info tab opens to the Callers view.
3. Select one or more rows in the Calls Table.
4. Click the Edit Clues toolbar button () or select Edit Clues... from the Action menu. The Edit Clues dialog box opens.
5. Use the drop-down lists to select different clues.
6. Enter remarks in the Comments box, if desired.
Note: The Customer Remarks section is view-only.
7. Click OK. The system performs a reprediction to see if the event can now be grouped to other events or be grouped to by other events, based on the updated clues. The system also recalculates the dispatch priority and target response time for any event associated with the modified calls.
Unassociating a Call from a Device
You can move a customer to a different device if you discover the customer is associated with an incorrect device. To move a customer to a different device, complete these steps:
1. Select an event in the Trouble Events list (in the Work Agenda window) with at least one call.
2. Select the Trouble Info button (). The Event Details Trouble Info tab opens to the Callers view.
3. Select a row in the Calls table and select Unassociate from the Actions menu.
Transferring a Call to a Different Event
If you discover that a call relates to an event that is not at the caller's location (for example, if a customer calls to report a problem with a service line going to their neighbor's house), you can move the call.
To move calls to a different event from Event Details, complete these steps:
1. Select an event in the Work Agenda that has calls that need to be moved.
2. Select the Trouble Info button (). The Event Details Trouble Info tab opens to the Callers view.
3. Select one or more rows in the Calls Table that you wish to transfer to another event. You have two options:
a. Select Transfer Call from the Trouble Info tab Actions menu (or the right-click option menu). The Transfer Call dialog box will open. Select the target event's row in the Work Agenda to fill the Event field in the dialog box. Click OK to confirm the transfer or click Cancel to leave the call unchanged.
b. You may drag the selected call row(s) to the event row in the Work Agenda.
To move one or more calls to a different event using the Viewer, complete these steps:
1. Display call symbols by selecting Toggle Call Display on the outage device or selecting the Show All Calls option in the Viewer's Hide / Display dialog box.
2. Drag the call symbol to the desired event location on the Viewer or the event's Work Agenda row.
3. If there are multiple calls associated with a call symbol in the Viewer, you will be asked to confirm the calls you want to move.
4. You will then be asked to confirm the event to move the call(s) to.
5. When dragging to an event symbol on the Viewer, if there is more than one event at the selected target location, all events for the device will be listed and one must be selected.