Call Center: New Inbound Call

The next stage is to identify the person raising this issue. This can be recorded in the Caller block which is on the right side of the page.

Enter the caller's name in the Caller field and callback number in the Callback # field.

The user would begin by identifying which site is reporting the problem in the site block.

The user is able to select the site either by using the Search filter or by navigating through the Site List.

This is an optional Search field.

If required, this box can be used to quickly search for an Asset Type, Category, Subcategory, or Problem Type with the search terms specified by the user. Enter search terms for the item requiring identification. Click Search.

Results will be displayed in a pop-up window and the user can scroll down to select the correct asset.

Once selected, Category, Subcategory and Asset Type details will be automatically populated in the equipment fields that come next.

Once the site has been selected, the user will then have to enter details in the Equipment block. The user will not need to enter Category, Subcategory or Asset Type if the Keyword functionality described above has been used.

If Asset Tag details are known, enter the tag number in the space provided and click Search. If the number is correct, most information in this block will auto-populate.

If Asset Tag details are not known, enter the Category, Subcategory, Asset Type, Location, Problem Type, Floor Level, if applicable, and Location Details. These fields are mandatory and the user must enter all required information.

Once these mandatory fields are entered, if an asset tag is used, the Equipment Details block will show information regarding the asset. It is possible to drill-down for further details of the asset by clicking the Asset Detail button.

If no asset tag is used to raise the work order, this block will remain blank.

Next to the Equipment Details block is the Assigned Contractor block. This block shows details of the contractor to which the work order will be sent.

It is possible to amend this contractor, if the security settings of the user allow them to change contractor details, using the alternate drop-down menu.

The final stage is to enter a description of the work order. This description will assist the contractor with identifying the fault and sending out the correct technician. This field can also be used for any other information pertaining to the issue.

If an asset tag is selected, a field will appear asking for the asset status. Select Working or Not Working. This field will not appear if the work order is raised without an asset tag.

Once all fields are completed, click the Save button.

A dialog box will then open, confirming the work order number.