cadence user’s guide · cadence is a browser based crm application that is broken up into four...

CADENCE

USER’S GUIDE ©GTECH Corporation, 2010

Contents

ABOUT THE CADENCE USER’S GUIDE ........................................................................................... 4

ABOUT CADENCE ............................................................................................................................... 5

HOTLINE & DISPATCH PROCEDURES ........................................................................................... 6

SEARCHING FOR A RETAILER ........................................................................................................ 6

REVIEWING A RETAILER ACCOUNT ............................................................................................. 9

ENTERING CASE INFORMATION AND NOTES ........................................................................... 14

DISPATCH PRIORITY ....................................................................................................................... 18

CLOSING OUT/DISPATCHING A CASE ......................................................................................... 23

OPTION 1 – INSTALL USING MOBILE DEVICE ONLY ............................................................... 24

OPTION 2 – INSTALL USING MOBILE DEVICE AND PC ............................................................ 27

INSTALLING ACTIVE SYNC3 .......................................................................................................... 27

INSTALLING .NET COMPACT FRAMEWORK 3.5 ....................................................................... 35

INSTALLING CADENCE CAB FILE ON THE MOBILE DEVICE ................................................ 43

LOGGING IN TO CADENCE ............................................................................................................. 45

PREVIEWING A CASE ...................................................................................................................... 46

ACCEPTING/REJECTING A CASE .................................................................................................. 47

SETTING DRIVING STATUS ............................................................................................................ 48

SETTING WORKING STATUS ......................................................................................................... 49

CLOSING OUT A CASE ..................................................................................................................... 50

INCOMPLETE STATUS ..................................................................................................................... 51

SYNCING THE DEVICE .................................................................................................................... 52

USING CASE CLEANUP .................................................................................................................... 53

PASSWORD CHANGES ..................................................................................................................... 54

SENDING A MESSAGE TO A TECHNICIAN (MOBILE) ............................................................... 55

CADENCE MOBILE SCHEDULING ................................................................................................. 56

SYNCING APPOINTMENTS ............................................................................................................. 57

ADDING A NEW SHIFT ..................................................................................................................... 60

EDITING A SCHEDULED SHIFT ..................................................................................................... 66

ASSET TRACKING ............................................................................................................................. 87

SENDING A MESSAGE TO A TECHNICIAN (GUI) ........................................................................ 92

VIEWING SCHEDULES ..................................................................................................................... 95

EDITING SCHEDULES .................................................................................................................... 102

VIEWING ZONES AND RANKINGS .............................................................................................. 110

EDITING ZONES AND RANKINGS ................................................................................................ 115

ADDING A ZONE .............................................................................................................................. 118

DELETING A ZONE ......................................................................................................................... 121

VIEWING REPORTS ........................................................................................................................ 123

CUSTOMIZING REPORTS .............................................................................................................. 128

ASSET TRACKING ........................................................................................................................... 130

CADENCE ALERTS .......................................................................................................................... 135

CADENCE FAQS AND FACTS ........................................................................................................ 137

Contact Tim Howard ([email protected]) or Mike Carpenter ([email protected]) with any questions

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About the Cadence User’s Guide This User‟s Guide is intended to serve as a resource for the every day procedures used in Cadence. In this guide, topics that are applicable to Hotline Associates, Dispatch Associates, Field Service Supervisors and Managers, and Field Service Technicians will be covered. While not every possible issue or situation that can occur in Cadence has been covered, all of the core essentials to daily operations are included. This guide is arranged into several short chapters. The first section of the guide focuses on Hotline and Dispatch Procedures. The next section deals with Field Service Technicians and the mobile phones. The last section addresses scheduling, zoning, and reporting for FSMs. Finally, there is a FAQ reference section at the end of the user‟s guide.


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About Cadence Cadence is a browser based CRM application that is broken up into four main parts; browser-based User Interface, Cadence Mobile, Interfaces, and supporting Windows services. The Cadence User Interface (UI) consists of several modules that are designed to function differently bases upon the user role. These modules are Call Center, Communications Center, Retailer, and Field Services. Each section consists of a Case view specially designed for that role, can be customize by adding or removing columns, rearrange columns, and/or reorder the cases by a certain column, and modify the case information such as equipment status, notes, tech status, and/or close the case. Dashboards are available to view the overall performance in that particular area and supporting functionality to assist users in their particular role. The Mobile application delivers cases from the Cadence UI users to the Field Service users on a hand held device. The Mobile user has the ability to view all the case details from the Cadence UI and update the information to be delivered back to the Central system to update the case information. If any user of the Cadence UI or the Mobile updates the case information, the case is updated on both systems. With the Mobile device, the user will be able to see previous case history of the retailers. Cadence interfaces help users trouble shoot and diagnose Retailer issues. The interfaces that are currently supported are Quicktools, Knowledge base, and File Importer. Cadence supporting services include Penalty Engine, Dispatching Engine, AutoCase Creator, Down Terminal Manager, NRC Monitor, Paging, and Case Carryover Service. These services are designed to automate a particular functionality.

CADENCE – HOTLINE GUI


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Hotline & Dispatch Procedures

Searching for a Retailer

Click on Call Center



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Click Add

Choose your Jurisdiction (if applicable) and search criteria (Case #, Retailer #, Retailer Address, etc), then click Search

Click on the Retailer # link



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Retailers Account



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Reviewing a Retailer Account

There are three main sections to the Retailer Account: Retailer Information Tabs, Case Information Section, and Notes Section

The Retailer Information Tabs are: Equipment, History, Retailer Hours, and Retailer

Under the Equipment Tab you will see the terminal ID, the terminal passcode, etc

B) Case Information Section

A) Retailer Information Tabs

C) Notes Section



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Click the Show Details button to see Line and Drop information

Click Quick Tools to access the Quick Tools Feature – this will allow you to see the last 10 transaction made from the terminal selected, send resets to the terminal if necessary, and view the current terminal status

Click Change if there are multiple terminal types at one location – that way the call can be logged under the appropriate terminal type

Click the GNIE icon to access the Call Center Knowledgebase (requires GTK access)



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Under the History Tab, you will be able to see the retailer‟s service call history.

To view the details of any case in the service call history, right click on the case # link and choose open in new window.



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When finished reviewing the details of the past cases(s), close out the window by clicking the X at the top right corner.

Under the Retailer Hours Tab, you will be able to view the retailers store hours that have been entered into the system.

Under the Retailer Tab, you will be able to view name, address, and contact information for the location.



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Click Change if you have chosen the wrong retailer, and need to search for a different retailer number.

Click Retailer Notes to view, edit, or add retailer specific notes to the account



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Entering Case Information and Notes Type in the Caller’s Name

Choose the Type of equipment that is experiencing an issue from the dropdown menu (Terminal, Peripheral, Non-Hardware)



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Choose the Queue into which the case will be sent (cases should usually go to the Unassigned queue)

Choose the Specific Component of the equipment that is being affected by the issue from the dropdown menu



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Choose specifics on the Type of Issue that is taking place from the dropdown menu

Choose a Disposition for the case from the dropdown menu (dispatch, reset, cleaned, etc) – Note that Dispatch/Normal is the typical disposition for a case that requires a technician



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Choose the appropriate terminal status from the dropdown menu

Enter notes for the case in the notes section – Case notes do not have to be abbreviated – enter full detail



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Cadence GUI/Dispatch Engine/Mobile Update

Dispatch Priority

GUI The Dispatch priority feature allows users to indicate a priority when creating a case (High/Normal). During Case Creation or Editing, users will have the ability to change the dispatch priority. The default dispatch priority will be “Normal”, which is how cases are prioritized today. When the user changes the priority to High, the case is sent to the FST as the next case they will work. This will not impact any cases that are in the driving or working status. Case notes will be required to be entered to record the reason for the priority change. When changing the dispatch priority from Normal to High, the user will be able to automatically dispatch the case (Dispatch Engine will find and page a tech) or manually assign a tech through the normal application process (from the Unassigned queue). If the dispatch priority is down graded from a High to a Normal, the case could possibly be removed from the FST and all normal dispatch process will be applied to the case. All statuses and status changes will be recorded as Case Actions events along with the user information and date and time of the change. This information will be viewable for all users when they enter the case details view under Case Actions tab.



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A new column will be added to tech Case View named “Priority”. This column will display the dispatch priority status. This column will be able to be hidden or sorted as any other normal column.

The New Icon will be displayed in the Field Service Dispatching tab Case View only. Users will be able to edit the case through the pencil Icon as normal. Once in the edit view as described above, they will be able to edit the Dispatch Priority.



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DISPATCH ENGINE Dispatch Engine sends any case that is marked with the dispatch priority of high to the nearest tech on regular schedule at that current time and places the case as the next case the tech is to work. If the case times out or rejected, all other normal dispatch engine processes will be applied to the case. Any cases that are marked as high dispatch priority will not be pulled for a tech that has accepted the case for ANY reason during their normal shift. Once the tech‟s shift ends, the case will be pulled from the tech and as a normal case currently processed to be handled by the next available tech. If the tech goes into stand by hours and the case goes into penalty during the stand by hours, the case will remain with the tech.

MOBILE When the Cadence Mobile application is sent a case with the dispatch priority of high, the case view‟s background color will change from the normal color to GREEN. The case also is the next case the FST works besides any other cases that are already in the drive or working status. Any cases marked as high dispatch priority and accepted by the FST, will not be pulled for the hand held application for ANY reason during their normal shift. Once the tech‟s shift ends, the case will be pulled from the tech and as a normal case currently processed to be handled by the next available tech.



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Closing Out/Dispatching a Case If the case is to be dispatched, click the Save button just below the notes field – this will save the case to the queue that you selected earlier

If you have made a mistake or do not wish to save the entry, click the Discard button just below the notes field

If the call was cleared over the phone and there is no need to send a technician to the location, click the One ‘n Done button just below the notes field

The Self Dispatch button is used primarily when tan FST is experiencing issues with their phone and needs to log a PM. It will allow you to assign Arrive and Clear times without entering the case into the automated dispatch process.

CADENCE MOBILE – INSTALLING APPLICATION


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OPTION 1 – Install Using Mobile Device Only

1. Open Internet Explorer on

the Mobile Device

2. Go to

http://65.124.94.201:26788//Install/ - you must type this exact address

http://65.124.94.201:26788/Install/

http://65.124.94.201:26788/Install/



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3. Click on NET Compact

Framework 3.5 CAB (you will want to Open this file)

NOTE – You may either be prompted to Open the file or you will have to press Menu at bottom right of screen and choose Open as shown NOTE – you may get a message that you already have a later version of the Framework – if this is the case, abandon the install of the Framework and proceed to step 4

4. Click on Cadence Mobile

Setup (you will want to Open this file)

NOTE – You may either be prompted to Open the file or you will have to press Menu at bottom right of screen and choose Open as shown

http://65.124.94.201:26788/Install/DotNet%20Framework%203.5%20Compact/NETCFv35.wm.armv4i.cab



http://65.124.94.201:26788/Install/CadenceMobileSetup.CAB





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5. Once the download is

complete, exit out of IE and open the Start Menu – Cadence should be listed under All Programs



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OPTION 2 – Install Using Mobile Device and PC

Installing Active Sync3

1. Cut and Paste this URL

into Internet Explorer: http://65.124.94.201:26788/Install/

2. Click on Active Sync 4.5

3. Click Save

http://65.124.94.201:26788/Install/

http://65.124.94.201:26788/Install/



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4. Click Save

5. After the download is complete, click on Open Folder



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6. Double Click on setup.msi

7. Click on Run



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8. Click Next

9. Click on Accept and Next



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10. Click Next

11. Click Next



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12. Click Install

13. Click Finish



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Go to All Programs and click on Microsoft ActiveSync

14. ActiveSync is running.



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15. Connect the Phone to your PC with data cable



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Installing .Net Compact Framework 3.5

Using your PC, go to www.microsoft.com

Search for .Net Compact Framework 3.5 Download

http://www.microsoft.com/



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Click Download

Click Save



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Click Save

Click on Open Folder



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Click on Open Folder and double click on NETCFSetupV35.

Click Run



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Click on Next

Click on Accept and then Next.



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Choose Complete then Next

Click Install



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Click on OK. During the install progress you should get a notice that the device is being updated.

Click on Finish



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Disconnect phone from PC



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Installing Cadence CAB File on the Mobile Device

On the phone, open Internet Explorer and type in this URL: http://65.124.94.201:26788/Install/

Touch Cadence Mobile Setup

Touch Menu, then Open

http://65.124.94.201:26788/Install/



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Login should come up (if not close out of IE and click Start Menu, then locate Cadence shortcut under All Programs list).

CADENCE MOBILE PROCEDURES

Contact Tim Howard ([email protected]) or Mike Carpenter ([email protected]) with

any questions

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Logging In To Cadence Touch the Start Menu icon at the top left of the screen Touch the Cadence icon (if not on the start menu it may be located under “all programs”) At the login screen enter your username and password Touch “Submit” Once the phone is logged on you will be at the “Case View” screen In “Case View” you will be able to see the case number, the retailer address, the case status (up, down, faulty), and the current penalty status (red means case is in penalty – green means case will go into penalty in 30min)



any questions

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Previewing a Case Click on the case (where the case # and address information is) Sort through the tabs to view detailed information on the retailer (current case, notes, history of last 5 cases, equipment, store contact information)

To return to “Case View” Touch “Case Menu” at bottom left of preview screen and then touch “Case View”

You may contact the retailer by clicking on the phone number link found under the Retailer tab



any questions

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Accepting/Rejecting a Case Accept or Reject the cases by touching the “A” or “R” at the top right of the case when in “Case View” or by touching Accept or Reject at the bottom of the preview screen You will be prompted to confirm that this is the action you wish to take When Rejecting, you must enter notes as to why the case was rejected – enter detailed notes Rejecting a Case

Accepting a Case



any questions

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Setting Driving Status Once the case has been successfully accepted, touch the “D” at the top right of the case or touch Drive at the bottom of the preview screen to set Driving status You will be prompted to confirm that this is the action you wish to take Driving status can only be set after Accepting the case



any questions

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Setting Working Status Touch the “W” at the top right of the case in “Case View” or touch Work at the bottom of the preview screen to set Working status You will be prompted to confirm that this is the action you wish to take This will set your Arrive time for the case



any questions

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Closing out a Case Touch the “C” at the top right of the case in “Case View” or select Close at the bottom of the preview screen Enter detailed notes about the work performed (no abbreviations necessary) Enter Disposition and Detail codes (Case cannot be closed with Dispatch/Normal as Disposition code) Confirm that the Clear time is set to the current time in your local time zone Select the “Performed PM” checkbox if a PM was performed on the equipment Touch “Submit” You will be prompted to confirm that this is the action you wish to take



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Incomplete Status

NOTES

The „Incomplete‟ status is to be used anytime one tech is not able to complete the case for any reason (i.e. when ITVM keys are not available, a store is closed, parts are needed, etc). The case will then go back to the queues, and be reassigned as necessary. Case Notes are required, to document the reason for placing a case in „Incomplete‟ status.

The status of „Incomplete‟ will only appear as an option once the case is in „Working‟ status.

The option of „Incomplete‟ will appear on the mobile device as an „I‟.

If a tech selects „Incomplete‟, he will be prompted to enter comments to state the reason.

He will also be asked to enter a destination queue for the case; by default it will show the „Unassigned‟ queue. The available queues will depend on user permission.

If a case goes to the „Unassigned‟ queue, then the DE will attempt to page a new technician. The case will be handled like a reject meaning the case will not be paged to that tech again for that day.

The technician that originally set the case as „Incomplete‟ might receive the case again the next day, if the case remains in the „Unassigned‟ queue.

STEPS 1. Touch the “I” at the top right corner, next to the “C”

2. Enter notes detailing why the case could not be closed

3. Choose the queue to which the case will be sent

4. Touch Submit

5. Touch “Yes” to confirm that you wish to set the case in “Incomplete” status

6. Touch “ok” to confirm



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Syncing the Device

The Mobile Device will manually sync to Cadence every five minutes to look for open cases. To manually sync your device, touch “Case Menu”, then touch “Synch Cases” To view the last date and time when the device was synced, touch the checkmark at the top right of the “Case View” screen The last sync date and time along with the last successful sync date and time will be displayed Touch “Yes” at the bottom of the window to manually sync the device



Using Case Cleanup

In rare occasions, the Mobile Device may not reflect the most recent changes that have been made to a case. In these instances, touch “Case Menu”, and then touch “Case Cleanup. This will remove any cases that have been cleared from the device and manually sync the device to Cadence to look for new cases



Password Changes

To change your Cadence password, select “Case Menu”, and then “Change Password” You will see the Change Password screen. Enter your new password in the “New Password” text field, and then enter it again in the “Confirm New Password” text field. Hit submit to complete the change, or hit “Reset” to clear the text fields.



Sending a Message to A Technician (mobile) To send a message to another technician, select “Case Menu”, and then select “Send Message”. From the Send Message screen, select the technician to whom the message will be sent, enter a “Subject” for the message, and then type the message. Touch “Submit” to send the message.

CADENCE – SCHEDULING


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Cadence Mobile Scheduling

Notes The following procedures apply to changes to:

OT - DE will automatically dispatch cases Standby - DE will only dispatch cases that have a penalty associated with it Depot - DE will not automatically dispatch cases, but you can still manually assign cases Project - DE will not automatically dispatch cases, but you can still manually assign cases Sick/Vacation/Bereavement/Maternity - DE will not automatically dispatch cases Regular - DE will automatically dispatch cases

When adding a shift:

The Start and End Time cannot over lap and 2 shifts can not occur at the same time. This will cause an error message.

ENSURE ALL SCHEDULE EDITS ARE MADE WITH SUPERVISOR APPROVAL AND MAINTAIN THE ACCURACY OF YOUR SCHEDULE AT ALL TIME – IF UNSURE HOW TO PROCEED CONTACT YOUR SUPERVISOR



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Syncing Appointments You will need to Sync your Appointments to view the latest changes to your schedule.

Syncing your Appointments will automatically update your phones calendar with your current

work schedule.

You must Sync Appointments prior to making any edits or additions to your schedule

Touch Tech Menu



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Touch Sync Appointments

You will receive notification that your appointments have been successfully synced with the Mobile device



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Touch Case Menu then Case View to return to the Main Screen

Your Phones calendar will be updated with all scheduled hours currently entered into the system



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Adding a New Shift The illustration below details how to add a shift on a day during which you have NO

scheduled hours

Always Sync Appointments prior to adding or editing a shift

Touch Tech Menu



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Touch Add Appointment

Choose the date on which the shift will occur



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Choose the start time for the shift

Choose the end time for the shift



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Choose the type of scheduled time that you will be working (Regular, Stand-By, OT, etc)

Touch Add



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You will receive notification that the Appointment was created successfully

Touch Case Menu then Case View



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You may then view the Phones calendar to verify that the schedule update has taken place



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EDITING A SCHEDULED SHIFT

The illustrations below detail how to edit a shift for which you have already been

scheduled

Note that in some instances you will have to use both the Add Appointment and Edit

Appointment functions to complete your edits and maintain the accuracy of the schedule

Always Sync Appointments prior to adding or editing a shift

Example 1 – Adding Depot time to the start of your shift

Touch Tech Menu



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Touch Edit Appointment

Select the desired shift you wish to edit (Today, Tomorrow, Current Week, or Custom Timeframe) and Touch Search



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The desired shift will be displayed – Touch the shift to proceed to the Edit screen

Verify the date selected is correct



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Since you will be at the depot at the start of your shift for two hours you will change the end time for your current shift from 5pm to 10am and change the type of work time to Depot

Touch Update



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You will receive notification that the Appointment was updated successfully

Touch Case Menu and Case View – view the phone Calendar to verify the schedule edit went through



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Once your depot time is entered you must Add in Regular time to finish out the rest of your scheduled work hours NOTE – Times may not overlap Touch Tech Menu in Cadence, then Touch Add Appointment

Verify the date is correct



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Enter in a start time for the rest of your shift – shifts cannot overlap. The start time must begin 1 minute after your Depot end time (i.e. if Depot time ended at 10 your regular shift time must start at 10:01 as shown)

Choose the type of time that you will be working – in this case Regular time



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Touch Add and you will receive notification that the Appointment has been successfully created

View the phone calendar to verify that the update was successful



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Example 2 – Adding Depot time to the middle of your shift

Touch Tech Menu

Touch Edit Appointment



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Verify the date is correct

You must change the end time for the Regular time that you are currently working to when you will start depot time – in this case you will be starting depot time at 10am so the current Regular time must end at 10am



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Touch Update and you will receive a notification that the Appointment was updated successfully

View the phone calendar to verify the update was successful



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You must now add in the Depot time to your schedule. Touch Tech Menu in Cadence then Touch Add Appointment

Verify the date is correct and then set a start and end time for the Depot time that you intend to work – shifts cannot overlap. Note that the Depot time starts 1 minute after the Regular time ended at 10:01am



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Touch Add and you will receive notification that the Update was successful

View the phone calendar to verify that the Update was successful.



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To complete your shift after the Depot time has ended you must add in Regular time to complete your day. Touch Tech Menu in Cadence and the Touch Add Appointment

Verify the date is correct and enter a start and end time for the Regular time that will complete your day – shifts cannot overlap. Note the Regular time starts one minute after the depot time ended – 12:01pm



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Touch Add and you will receive notification that the Appointment was updated successfully

View the phone calendar to verify that the update was successful. Your schedule should appear as shown once all edits are made.



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Example 3 – Adding Overtime to the end of your shift

Touch Tech Menu in Cadence and then Touch Add Appointment

Verify the date is correct and then set a start and end time for the Overtime that will be worked – shifts cannot overlap. Note that the Overtime hours begin one minute after the Regular time for the day ends – 5:01pm.



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Touch Add and you will receive notification that the Appointment was added successfully

View the phone calendar to verify that the update was successful



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Example 4 – Changing Current shift from Regular to Project Time

Touch Tech Menu in Cadence and then Touch Edit Appointment




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Verify the dates and times for the current shift then change the Type of scheduled time to Project. No other edits are needed



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Touch Update and you will receive notification that the appointment was updated successfully.

View the phone calendar to verify that update was successful.



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Asset Tracking

Asset Tracking is used to create cases where a piece of equipment needs to be moved to or from the depot. To begin creating this case, click the “Retailer” icon, and select the “Equipment Movement” link.

This will bring you to the equipment movement screen. Select your jurisdiction from the drop down menu (if applicable).



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Set your “Order By” and “Search By” options however you chose, and then enter the appropriate data in the “Search For” field. Once you have done so, click “Search”.

The search screen will bring up a listing of all the equipment available with the information you have entered. Choose the entry that you would like to edit by clicking on the listing.



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Set the “Movement Type” to “Equipment Movement”. Cadence should default to this setting automatically. We have already selected the “From” category (retailer) and now need to select the depot. Enter the name or number for the depot according to the “Search by” field, and click “Search”.

Select the Depot that the equipment will be moved to by clicking the listing.



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You will then be asked to select the Date of the move.

Once you have done so, click “Add” to create the case.



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You will now see a list of all open Equipment Move cases in your JID.



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Sending A Message to a Technician (GUI)

From the home screen, select the Field Service tab.

In the Field Service view, select Send Technician Message



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After clicking Send Technician Message, you will be on the send message screen.

Select your jurisdiction from the Jurisdiction drop-down menu (if applicable).



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Select the technician you would like to send a message from the Person drop-down menu.

Type your message in the Message field, and click Send when finished.

You will receive a confirmation letting you know that the message has been sent, click OK to close this confirmation.

CADENCE – SCHEDULE MANAGEMENT


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Viewing Schedules

Click on Field Service



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Click on Schedule Builder



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Choose your Jurisdiction from the dropdown menu (if applicable)

Choose the Schedule Period you wish to view (day, week, month, custom) then click Submit



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In this example, one day of scheduling information is displayed – all the technicians along with their scheduled hours for the day can be seen. Note that you can scroll through the days using the Next Day and Previous Day buttons at the top of the schedule. The week and month views are more useful as snapshots of coverage from a high level.

Note that the types of schedules indicating Field Service Time, Project Time, Regular Time, Stand-by Time, etc are color coded. The key shown to the right is located above the schedule chart.



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To narrow down the results and view more specific schedule information, click Advanced Search

Select the Desired Time Period from the dropdown menu



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In this example, the time period selected is Day You will then be prompted to filter your results by Tech, Zone, or Schedule type.

In this example, the results have been filtered by Tech You will then be prompted to enter the Specific Technician whose schedule you wish to view



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1

Once the technician has been selected, click Submit and the technician‟s current schedule for the time period selected will populate.



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2

Editing Schedules The methods by which schedules may be edited vary depending on the view of the schedules you choose. If you are viewing All technician schedules (as pictured), simply right click on the technicians schedule that you wish to edit. In this example, we will edit the technicians schedule at the far right (Brian Nguyen)



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The screen will go mostly blank and you will see an Event box that populates that gives you two options:

Edit the selected schedule

Delete the selected schedule

If you choose Delete the schedule hours for the technician will be removed If you choose Edit, you will be taken to the screen pictured. You will note the JID and technician (Brian Nguyen) are already selected along with the currently defined hours for his shift.



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Use the dropdown menus and calendars to make the desired changes to the time the technician will work. In this example 12 – 4pm shift is changed to 4 – 8pm

You must then choose the day or days of the week on which this schedule change will apply.



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5

You must then choose a Type for the scheduled time such as Regular, Standby, Vacation, Sick, Depot, etc

Once all the fields are properly filled out, click Update



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By default you will be taken back to the Week view of the schedule for all technicians. Simply choose Day from the drop down to see that the change for the technicians schedule has been put in place.

By viewing the schedules by Day you are able to see clearly that the technician‟s schedule has been changed successfully.



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Another way to change schedules is by accessing the edit function from the Main Schedule Builder Screen by clicking Add

You will have to choose the technician whose schedule you wish to edit, and then follow the same edit process outlined in the steps above, clicking Add when edits are complete.

Note that any changes you make to the schedule will override what is currently in the system. i.e. a technician is currently scheduled for Project time from 4-8, and you want to put him in for Depot time from 4-6 – once you put in the 4-6 shift the system will not retain the 6-8 Project time. You will have to add this in separately.



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Another way to edit or add schedules is to highlight a portion of the schedule calendar – as shown in blue

Right click and you will see an Event box Click on Create New Appointment



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You will have to choose the technician for whom you wish to add scheduled hours, and then follow the same edit process outlined in the steps above, clicking Add when edits are complete.

CADENCE – ZONES & RANKINGS


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Viewing Zones and Rankings

Click on Field Service



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Click Zones



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Choose the Jurisdiction from the dropdown menu (if applicable)



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Choose a Zone

Click on the Zone # link



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From this screen you will be able to view details for the Zone (technicians, rankings)



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Editing Zones and Rankings While viewing information for a specific Zones as shown above, you may adjust each technicians Ranking within the Zone by clicking the “+” and “-“ icons to the left of the Rank field.

In this example the “-“ icon has been clicked for Chris (technician 215) You will note his rank has changed from 1 to 2

You may also Add or Remove technician‟s from the zone



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To Remove a technician from the Zone, click on the technician # link (this will highlight that technician and the Delete button will appear next to the Add button) In this example Joe (technician 217) is selected

Click Delete to Remove the technician from the Zone. You will note that Joe (technician 217) is no longer listed in the Zone



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To Add a technician to the Zone, simply choose a technician from the dropdown menu next to where it says “Technician”

Once you have selected the technician to add into the Zone, click Add In this example Joe (technician 217) has been added back into the zone.

Note that whenever you edit a zone you must click Update as a final step or the changes will not take effect.



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Adding a Zone To add a Zone, start by viewing a listing of all Zones as shown in the steps above

Click Add at the bottom left of the screen

Enter a number for the new Zone and enter your jurisdiction (if applicable)



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Choose the technicians you wish to operate within the Zone from the dropdown menu, clicking the Add button under where it says “Technician” after each selection.

In this example three technicians have been added to the new zone. To make the changes take effect and finish creating the new Zone, click the Add button next to where it says “Cancel”



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By default you will be taken by to the All Zones view

Use the dropdown menu to search for the Zones that was just created.

Click to view the zone and verify that the information is accurate.



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Deleting a Zone Proceed to the Zone view as shown in the steps above

Click the Delete button located between the Cancel and Update buttons In this example Zone 989 will be deleted.



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View the Zone listing to verify that the zone was deleted successfully You will note that Zone 989 is no longer present.

CADENCE – ALERTS


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Viewing Reports

Click on Reports

CADENCE – ALERTS


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Click Run Report

CADENCE – ALERTS


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Choose the Jurisdiction from the dropdown menu (if applicable)

CADENCE – ALERTS


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Choose the Report you wish to View

Depending on the report you wish to view, you may be prompted to choose additional information such as Case Type (Up, Down, Faulty), Line Type (offline, online), and the Timeframe for the Report.

CADENCE – ALERTS


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Once you have chosen the additional information required, click Run Report

You may choose to Open or Save the file at the screen shown You may also choose Cancel if you have made an error and have chosen the wrong report

The Report chosen will be displayed for review

CADENCE – ALERTS


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Customizing Reports When proceeding to View a Report (as pictured) you will note the presence of the Customize Report link

Click the Customize Report link

CADENCE – ALERTS


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You will be able to:

Enter a Name for your Report

Uncheck or Check the columns on the original Report that you do or do not wish to see

Save the Changes that you have made to the original Report by clicking Save

Note that you will not want to change the Report Template

After clicking Save, you will be able to choose your Customized version of the Report from the dropdown menu of available Reports

CADENCE – ALERTS


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Asset Tracking

Asset Tracking is used to create cases where a piece of equipment needs to be moved to or from the depot. To begin creating this case, click the “Retailer” icon, and select the “Equipment Movement” link.

This will bring you to the equipment movement screen. Select your jurisdiction from the drop down menu (if applicable).

CADENCE – ALERTS


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Set your “Order By” and “Search By” options however you chose, and then enter the appropriate data in the “Search For” field. Once you have done so, click “Search”.

The search screen will bring up a listing of all the equipment available with the information you have entered. Choose the entry that you would like to edit by clicking on the listing.

CADENCE – ALERTS


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Set the “Movement Type” to “Equipment Movement”. Cadence should default to this setting automatically. We have already selected the “From” category (retailer) and now need to select the depot. Enter the name or number for the depot according to the “Search by” field, and click “Search”.

Select the Depot that the equipment will be moved to by clicking the listing.

CADENCE – ALERTS


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You will then be asked to select the Date of the move.

Once you have done so, click “Add” to create the case.

CADENCE – ALERTS


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You will now see a list of all open Equipment Move cases in your JID.

CADENCE – ALERTS


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Cadence Alerts Tech Page Mobile Alert

The Tech Page Alert will be triggered when a case has been paged to a tech, and they have not accepted it and it is close to timing out.

The Tech Page Alert will be sent to the technician at 50% of the dispatch time out. CA and TX have a 15-minute time out, so if the tech does not accept the case within 8 minutes, the alert is sent out.

The Tech Page Alert will be sent via text messaging to the FST‟s phone.

The Tech Page Alert will read as follows: “Cadence Alert for Case# <CaseNumber>: The case has been paged to you & will time out in <x> minutes. Accept or the system will need to page another tech.”

Case Penalty Alert

Alert is sent 1 ½ hours, 1 hour, and 30 mins before penalty grace expires.

The Alert will read as follows:

This is a Case Alert - 1 Hour Penalty Time! Case number 11957141 in TEXAS Jurisdiction will go into penalty on Jun 29 2010 1:32PM. At this time, the case is in the UNASSIGNED Queue and manual intervention may be required! RETAILER INFORMATION: HEB FOOD STORE #006 2150 W WASHINGTON ST STEPHENVILLE,76401 Please address this situation immediately to avoid any penalties. This message will be generated every 30 minutes until the case is resolved.

CADENCE – ALERTS


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Missing Store Hours Alert

This Alert will be triggered when it is found that a retail location does not have hours listed in Cadence

The Alert will read as follows:

CALIFORNIA This email is to inform you that retailer store hour information is missing for the following case(s): 11857922 Please update case with appropriate information. Cases will remain in the unassigned queue until missing information has been entered. Without this information Dispatch Engine and Penalty Calculations will be impacted! This will be the ONLY alert you will receive for these cases!

CADENCE FACTS & FAQ’s


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Cadence FAQs and Facts Since data and voice utilize the same antenna on your phone, you cannot use both at the same time. Do not click on the OK at the top right hand corner of the Cadence application – this will close, not minimize, the application and you will have to login all over again. Battery life is approximately 3-4hrs. Please ensure that between calls, you are charging your Mobile device. Battery life will be shorter if several applications are being used. Cadence will not function properly if too many applications are in use.

Question: How many Cases will I see at any given time on my mobile device? Answer This is customizable, determined by the FSM. Question: What should I do if I see the message “there is a newer version of the application available…” when I try to login? Answer Touch “Yes” and then “Open” when prompted. You will be prompted to confirm that you wish to overwrite the previous version of the application. Touch “OK” Question: Can I put myself in “Drive=D” status on more than 1 case? Answer No, Cadence will only allow you to process 1 case at a time. Question: What if I accept a case, but realize later that I can‟t take that case or just accidentally selected “Accept=A”? Answer Call Dispatch or Field Service Supervisor and they will be able to “Reject” the case from the application. The case will then go back into the Unassigned Queue and will then be dispatched out to the next optimal technician. Question: If I have a project to work on, how does that get entered into the system, so that I don‟t get cases dispatched to me? Answer Contact your Field Service Supervisor and have them put you in “Project Time” or “Depot Time” so that you will be excluded from having cases dispatched to you for that time period. Question: Can I take my cases in any order I want to? Answer No, the system has listed the cases in the most optimal order for case handling.



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Question: After “Accepting” all of my cases on my handheld, does this keep these same cases for me until I complete them all? Answer Any case that is not in either “Drive=D”, “Work=W” or “Close=C” can be removed and unassigned from you based on a reprioritization of all cases in that region. Question: If two cases get created for the same store, but for two different pieces of equipment; how do I handle this, since I can only work 1 case at a time? Answer: Accept both cases by selecting “Accept=A”. Take either the “Down” or the primary terminal i.e. “ISYS/Altura” as the case that you will work. Put yourself in “Drive=D” for that case. Upon arrival to that location, select “Work=W”. Service both terminal and/or devices. Upon completing service on both pieces of equipment; close the “DOWN” or i.e. “ISYS” with “Case Notes” that tie this case to the second case for this location. Second case for that location > Set “Drive=D” (wait 1 min), Set “Work=W” (wait 1 min), Set “Close=C” with “Case Notes” that tie this case to the previous one. Question: Do I still need to abbreviate my case notes? Answer No, you now have the ability to enter in complete data to cover all details of the case. Question: Why am I not receiving pages and/or able to process cases? Answer Ensure that you are not talking on the phone while also trying to process cases in Cadence (this functionality is not supported) - You may be in a bad coverage area or the data connection on your phone may be disabled. Verify internet connectivity by attempting to access a webpage. Verify data connection (on htc touchpro 2 windows 6.5) by touching start menu, then touch all programs, then touch comm. manager. Ensure that “Airplane Mode” is off and the “Data Connection” is on Question: What do I do if I see the error “Cannot connect to the Middleware” Answer Ensure that you are not talking on the phone while also trying to process cases in Cadence (this functionality is not supported) - You may be in a bad coverage area or the data connection on your phone may be disabled. Verify internet connectivity by attempting to access a webpage. Verify data connection (on htc touchpro 2 windows 6.5) by touching start menu, then touch all programs, then touch comm. manager. Ensure that “Airplane Mode” is off and the “Data Connection” is on



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Question: Why is Cadence freezing up constantly? Answer You may be running too many applications. Close out of all application, including Cadence, then power reset the phone by removing and replacing the battery. Remove the battery by first removing the stylus from the bottom right corner then pushing down and up on the back panel of the phone Question: What should I do if I see “an unexpected error has occurred…do you want to call helpdesk?” Answer Touch “No”, then close the Cadence application and reset your phone by removing and replacing the battery.

cadence user’s guide · cadence is a browser based crm application that is broken up into four...

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