iris service director masterclass
DESCRIPTION
In these Masterclass slides, dedicated to IRIS Service Director customers, we take a detailed look at three areas, designed to save you time and money every day:- Crystal Director module - used to automate email, document and report production.- Scheduler integration with Outlook calendars.- Web module for sub-contractors and for customers.TRANSCRIPT
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Service Director MasterclassDanny Wieder
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Topics
• Crystal Director• Outlook Calendar Integration• Web Portal
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Crystal Director
• Typical Uses • Functionality Overview• Running Modes• Worked Example
• Call Acknowledgement Email
• Demonstration• Dispatch SMS• Stand Alone Report
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Typical Uses
• Email Visit Reports • Appointment Letters• Call Acknowledgment Email• Appointment Reminder SMS
• Via 3rd Party Email to SMS Service• eg [email protected]
• Daily Exception Reports – scheduled task
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Functionality Overview
• Automated production of Crystal Reports• Driven by SQL Select Statements
• Supply Data to Report, Email, File Naming etc.
• Standalone Reports (no SQL select)• Output files – Pdf, Excel etc.• Configurable File Names
• Automated Emailing and/or Printing• Subject & Message Text are configurable
and can include database fields.• Address from database (SQL Statement) or Constant • MAPI Email Client or SMTP
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Functionality Overview
• Caters for Multiple Reports/Documents• Selectable frequency• Activity Log• Exception Emails to Supervisor (optional) • Can be used for data updates only
• E.g. insert Call Note with Engineer’s comments on work event.
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Running Modes
• Continual Polling• Polls database at set interval (say 1 minute)
and actions any records found
• Command Line• A single run for a specified Setting such as a daily report.• Typically triggered by a scheduled Task
• Combination of Standard and Scheduled Modes
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Worked Example / Demo
• Call Acknowledgment Email• On Call Receipt send Email • Continuous Mode
• Dispatch SMS • Via 3rd Party Email to SMS Service• eg [email protected]
• Daily Call Report – scheduled task
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System Wide Settings
System-wide Settings
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Worked Example: Call Acknowledgment Email
Multiple reports
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Report Settings
Worked Example: Call Acknowledgment Email
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Record Selection
Set by Update
Worked Example: Call Acknowledgment Email
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Record Update
Set by Update
Worked Example: Call Acknowledgment Email
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Email Message
From Select SQL
Worked Example: Call Acknowledgment Email
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Email Settings
Worked Example: Call Acknowledgment Email
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From Select SQL
File Naming
Worked Example: Call Acknowledgment Email
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From Select SQL
Report Parameters
Worked Example: Call Acknowledgment Email
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Outlook Calendar Integration
Danny Wieder
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Topics
• EWS Bridge Functionality Overview• Architecture• User Setup
• Engineers• SD Activities – Outlook Categories Mapping
• Demonstration
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EWS Overview
Service Director
Diary Activities
Appointments
Engineer Bookings
Outlook Calendar
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EWS Bridge Features
• Diary Activities are replicated in Outlook and can be amended
• Relevant Outlook Appointments are replicated in Service Director and can be amended
• Engineer Bookings are shown in Outlook
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Architecture
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EWS Bridge Architecture
• SDI 2.7 December 2011 onwards• Developed against Exchange 2007• Certification against Exchange 2010 as needed• Listeners on
• Exchange Server• Oracle Server
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Setup - Engineers
Engineers (Persons) are mapped to Exchange Users
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Setup – Activities to Categories
Activities are mapped to Exchange Users’ Categories
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Example: Diary Activity
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Example: Bookings
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Web Portal
Danny Wieder
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Web Portal Overview …
• Customer Access• Engineer/Contractor Access
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Customers Access
• Customer Access• View Calls• View/Print Visit Reports• Run Set Reports• View Documents/Files• Log Calls (optional)
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Customer Access Types
User Linked to: Sees / Logs Calls for: Passes Report Parameter
Head Office Customer Site Customers linked to Head Office Customer ID
Head Office Customer ID
Customer Site Customer Customer ID
Contract Customers with Equipment covered by the Contract
Contract ID
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Customers Access
• User ID linked to either• Head Office Customer • Site Customer • Contract
• View/Log Calls• All sites linked to Head Office Customer• Single Site• Site
• Run Set Reports with Parameter• Head Office Customer ID• Site Customer ID• Contract ID
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Customer Access: Person Setup
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Customer Access: Call Browser
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Customer Access: Call Detail
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Customer Access: Call Detail
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Customer Access: Reports
Reports
Documents
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Shared Documents
Multiple Folders
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Customer Access: Call Logging
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Engineer/Contractor Access
• Engineer/Contractor Access• View notified Calls for Engineer• Add Events
• Despatch• Travel• Arrive• Work• Close
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Engineer/Contractor: User Setup
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Engineer/Contractor: Call Browser
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Engineer/Contractor: Call Detail
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Engineer/Contractor: Work Event
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Engineer/Contractor: Close Event
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Conclusion
• Crystal Director• Automated Reports & Emailing
• Outlook Calendar Integration• Tasks• Bookings
• Web Portal• Customers• Engineers