Introduction to the Dispatch Module

The core of the Dispatch module is the work order queue.  It is designed to assist call center personnel receiving work requests via telephone, Web Request, and email.  The Dispatch module makes the response to the work order requester and communications with the technicians easier.  In most cases, you'll use Web Request with Email Response, TMS Anywhere, Pager, Quick Close, data sources, and possibly the Survey module, in conjunction with the Dispatch module.

A brief outline of how the Dispatch module works:

1. You or the TMS administrator create the Dispatch screen in the Setup menu.  (Setup > Work Orders > Dispatch Setup).

2. Call center personnel, operator, or some designated staff member logs into TMS.  From the Work Orders menu, he or she selects WO Dispatch.

3. TMS launches the Dispatch screen.  The operator selects the appropriate Dispatch Queue from the Dispatch Queue drop-down menu. The Queue tab is selected.

4. The operator selects a work order by double-clicking it. This opens the work order for editing in the Main tab.

5. Within the Dispatch screen, the operator can create, edit, and retrieve work orders.  He or she can also print work orders, assign a resource to a work order, and page the resource.

Where do you need to go from here?

If you are a TMS system administrator or an end user with administrator permissions looking for topics on setting up the Dispatch module, proceed to the Dispatch Module Administration section.

If you are a TMS user only looking for topics on how to use the Dispatch module, proceed to the Using the Dispatch Module section.