Dispatch Console

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Dispatch Console

• Susan Loera Spectrum Imaging Technologies
• March 14, 2006

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Dispatch Console

• Service Calls
• Dispatching
• Technician Availability
• Qualifications
• Equipment Movement

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Service Calls

• 6.0 now allows you to create service calls w/o
  creating equipment records 1st, when closing
  service call you will have the option to auto
  generate Equipment records. Save time for Depot
  Service.
• In our business to facilitate status on
  Incomplete calls we have created additional on
  hold statuses Emergency Parts Order In Allows
  dispatcher to prioritize Dispatching immediately
  for customers with bottle ups.
• Parts In Customer is not down but need parts
  replaced.
• Parts Backordered Doesnt mean all parts are
  backordered, but the initial order isnt
  complete, Parts clerk will specify what is on
  back order and eta in work order remarks.
• When we Void services calls we state on new
  ticket why the initial service call invoice was
  Voided this is also stated in work order remarks.
  Since that Voided invoice is not viewable.

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Dispatching

• We dispatch all calls via Text Message, this
  assures that all information that is required was
  sent.
• There 2 forms of scheduling service calls.
• 1st one is by scheduling and viewing in Day View
  Module. The down fall to these is that you rely
  on this module daily and prior to dispatching.
• 2nd one is by scheduling on service ticket and
  alter Due by date and time very easy to manage if
  you sort the Dispatch Console by Due Time and
  Priority Level.
• All Setups/refurbishments are assign to
  Unassigned Technician, which are dispatch and
  reassigned at earliest convenience. No items are
  depleted on this ticket, this is only to account
  for productivity and mileage only.
• Such items are processed through Inventory
  Refurbishment to pass COGs to the actual
  machine.

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Technician Availability

• Right click on technicians name in the
  dispatch console and select (Suggest New Call)
• The screen that appears allows you to
  reassign calls that fall under unassigned and by
• qualifications. Double click on a call
  below and reassigning screen will appear.
• Note Calls shown in this screen are
  calls that have an unassigned technician, which
  as
• mentioned before we use for
  Setups or Refurbishments.
• Note Qualifications must be setup.
• Same process other option is technician
  availability, this screen allow you to change
  status to
• unavailable w/days or hours and reassign
  calls automatically to another technician.
• Note This feature is also managed in
  Employee under People (Highly Secured Info.)

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Qualifications

• Qualifications are set in Employees under
  People
• Set qualifications by grouping Models or
  Manufactures, for easier assigning.
• If Territory driven must assign specific
  territory.
• Dont assign a territory per zip
  code (Technicians can only have one territory
  assigned).
• Suggest that zip codes be grouped
  and then name example North/West/south/East/etc.
  
• Note All active equipment records must have
  an assigned territory.

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Equipment Movement

• We use the dispatch console to schedule
  deliveries although I dont close the log, but I
  dont close work orders I cancel. This keeps the
  warehouse driver from affecting productivity,
  response times and theres less work involved.
  We rely on Status Changes to monitor equipment
  moves.
• When such work order is logged in the system we
  program install date, territory, technician,
  warranty expiration, contact, response and call
  back parameters.
• A cancellation code was created for this process.

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Spectrum Imaging TechnologiesEl Paso, TXSusan
Loera