Auto Dispatch Configuration Reference Guide

Transcription

1 Auto Dispatch Configuration Reference Guide

2 Copyright 2009, 2010, 2011, 2012, 2013, 2014, 2015, 2016 Diversified Computer Corp. All rights reserved. No part of this publication may be reproduced, photocopied, stored on a retrieval system, or transmitted without the express prior written consent of the publisher. Diversified Computer Corp. retains the right to update or change the contents of this document without prior notice. Diversified Computer Corp. assumes no responsibility for the contents of this document. Names of persons or organizations used as examples in this document are fictitious unless otherwise noted Guestware is a trademark of Diversified Computer Corp. All other trademarks are the property of their respective owners th Avenue North, Suite 400 Seattle, WA Phone: Release 4.30

3 About Guestware Guestware is a comprehensive CRM software solution designed specifically for the hospitality industry. Guestware encompasses service delivery, guest recognition, and loyalty management to manage your most critical assets - your guests! Guestware is integrated with the property management system (PMS) and the central reservation system (CRS) to provide an independent cost effective global CRM solution. Table of Contents Auto Dispatch Configuration... 4 Who should use Setup?... 4 Training Module Objectives... 4 What s in it for you... 4 To add a Dispatch Device... 5 To edit a Dispatch Device... 7 To create a rule by Department... 8 To create a rule by Core Code... 9 To create a rule by Incident Detail Code To create a rule using the Assigned To Condition To create a rule by Room Attribute To create a rule by Shifts To create a rule by Classification Building Basic Rule Events To create an automatic response to an Event To automate changing incident status Creating a Rotating Pager Configuration General Rule Information Best Practices... 31

4 Auto Dispatch Configuration The Communication Server allows the Guestware administrator to customize devices and auto-dispatch rules so that Guestware Rapid Response calls are forwarded to specific devices. This is accomplished by creating rules that are activated when certain conditions are met. Who should use Setup? Only Administrators with prior Communication Server training should attempt to configure auto-dispatch rules. We recommend that Guestware Administrators contact Support or schedule setup with Guestware for major changes or new configuration. Training Module Objectives To demonstrate various types of auto-dispatch rules commonly used. To build devices and auto-dispatch rules using common Conditions. To know where to go to edit existing rules. What s in it for you You will understand basic rule setup and options. You will be able to configure and edit new and existing dispatch devices. Auto Dispatch Configuration Reference Guide 4

5 To add a Dispatch Device To add a new dispatch device: 1. Click on the Messaging button in the Guestware menu bar to open the Communication Server. 2. When the Communication Server screen opens, click the Devices tab at the bottom of the window. 3. Highlight a similar device type (Ex: , Mobile, etc.), and click the Copy Device button. 4. When the Add Device screen opens, enter the new device s name in the Device Name field. 5. Select the correct device type from the Device Type dropdown menu. Auto Dispatch Configuration Reference Guide 5

6 6. Click the Save button. The Device Settings screen will open: 7. In the Assign To field, select the associate that will carry the device by either clicking the Assign To button or using the dropdown menu. 8. In the Note field, enter any additional necessary information such as the position using this device for instance, HK Houseman In the Address field, enter the address to the address for the new device. 10. In the Language Code field, select the default language for this device. If an associate needs to receive messages in any language other than the default system language, a user login must be created for that associate as described in the Admin Reference Guide. 11. Assuming you copied a working device, all other fields will have copied for you with the correct values and they should not be changed. 12. Click the Save button. 13. To test the device, press the Test Button on the far right side of the new device s row to open the test message window, and click OK to send a test message. Auto Dispatch Configuration Reference Guide 6

7 To edit a Dispatch Device 1. Click on the Messaging button in the Guestware menu bar to open the Communication Server. 2. When the Communication Server screen opens, click the Devices tab at the bottom of the window. 3. Click the Edit icon to the right of any dispatch device to open that device s settings screen. 4. Make any necessary changes to the device configuration. 5. Click the Save button. NOTE: The Assigned To field should be changed any time the device changes hands for example, during lunch or after a shift change. As a general rule, devices are always active. Devices can be deactivated by removing the checkmark from the Active column next to the device. If a device is deactivated, any rules that refer to it may not function as intended. Auto Dispatch Configuration Reference Guide 7

8 To create a rule by Department To create a department-based rule condition: 1. Click on the Messaging button in the Guestware menu bar to open the Communication Server. 2. When the Communication Server screen opens, click the Rules tab at the bottom of the window. 3. Click the Add Rule button 4. Enter a name for the new rule in the Rule Name column. NOTE: This rule should be listed BELOW any other Engineering rules with more specific conditions (rules that trigger by attribute, by trade, etc.). Use the Move Up or Move Down button to list this rule immediately below the other EG rules. 5. Click the Save Button. 6. Click the Edit icon to the right of the new rule to open that rule s Rule Properties window. 7. Select the Conditions tab and click the Add Record button. Auto Dispatch Configuration Reference Guide 8

9 8. In the Condition Type dropdown menu, select Incident Value. 9. In the Field Name dropdown menu select Department. 10. In the Field Value field, type in the two-letter department code of the department for which you are creating the rule (ex.: EG) and click Save. To create a rule by Core Code Creating the Incident Code condition: 1. Click on the Messaging button in the Guestware menu bar to open the Communication Server. 2. When the Communication Server screen opens, click the Rules tab at the bottom of the window. 3. Click the Add Rule button 4. Enter a name for the new rule in the Rule Name column. 5. Click the Save Button. 6. Click the Edit icon to the right of the new rule to open that rule s Rule Properties window. 7. Select the Conditions tab and click the Add Record button. 8. In the Condition Type drop down menu select Incident Value. 9. For the Field Name drop down menu select Core Code. 10. For the Field Value text box type in the core code you are creating the rule for (For example, EG1) and click Save. Auto Dispatch Configuration Reference Guide 9

10 To create a rule by Incident Detail Code Creating the Incident Code condition: 1. Click on the Messaging button in the Guestware menu bar to open the Communication Server. 2. When the Communication Server screen opens, click the Rules tab at the bottom of the window. 3. Click the Add Rule button 4. Enter a name for the new rule in the Rule Name column. 5. Click the Save Button. 6. Click the Edit icon to the right of the new rule to open that rule s Rule Properties window. 7. Select the Conditions tab and click the Add Record button. 8. In the Condition Type drop down menu select Incident Value. 9. For the Field Name drop down menu select Incident Code. 10. For the Field Value select the Incident Code you are creating the rule for (in the example below, code EG1-NC) and click Save. You have the ability to use multiple conditions of the same type. For example, if you have 3 incident detail codes that could apply, you can add all 3 to one rule. This is the same for any condition where the field name is the same, such as department codes, core codes, etc. Auto Dispatch Configuration Reference Guide 10

11 To create a rule using the Assigned To Condition Creating the Assigned To condition: 1. Click on the Messaging button in the Guestware menu bar to open the Communication Server. 2. When the Communication Server screen opens, click the Rules tab at the bottom of the window. 3. Click the Add Rule button 4. Enter a name for the new rule in the Rule Name column. 5. Click the Save Button. 6. Click the Edit icon to the right of the new rule to open that rule s Rule Properties window. 7. Select the Conditions tab and click the Add Record button. 8. In the Condition Type dropdown menu, select Incident Value. 9. In the Field Name dropdown menu select Assigned To. 10. For the Field Value, select the desired associate and click Save. Auto Dispatch Configuration Reference Guide 11

12 To create a rule by Room Attribute Creating the Room Attribute condition: 1. Click on the Messaging button in the Guestware menu bar to open the Communication Server. 2. When the Communication Server screen opens, click the Rules tab at the bottom of the window. 3. Click the Add Rule button 4. Enter a name for the new rule in the Rule Name column. 5. Click the Save Button. 6. Click the Edit icon to the right of the new rule to open that rule s Rule Properties window. 7. Select the Conditions tab and click the Add Record button. 8. In the Condition Type dropdown menu, select Room Attribute. 9. For the Field Name drop down menu select the desired room attribute. 10. For the Field Value select from available choices and click Save. Auto Dispatch Configuration Reference Guide 12

13 To create a rule by Shifts Creating the Shift condition: 1. Click on the Messaging button in the Guestware menu bar to open the Communication Server. 2. When the Communication Server screen opens, click the Rules tab at the bottom of the window. 3. Click the Add Rule button 4. Enter a name for the new rule in the Rule Name column. 5. Click the Save Button. 6. Click the Edit icon to the right of the new rule to open that rule s Rule Properties window. 7. Select the Conditions tab and click the Add Record button. 8. In the Condition Type dropdown menu, select Shift. 9. From the Field Name dropdown menu, select the name of the desired shift. 10. For the Field Value, select from available choices and click Save. Auto Dispatch Configuration Reference Guide 13

14 To create a rule by Classification Creating the Classification condition: 1. Click on the Messaging button in the Guestware menu bar to open the Communication Server. 2. When the Communication Server screen opens, click the Rules tab at the bottom of the window. 3. Click the Add Rule button 4. Enter a name for the new rule in the Rule Name column. 5. Click the Save Button. 6. Click the Edit icon to the right of the new rule to open that rule s Rule Properties window. 7. Select the Conditions tab and click the Add Record button. 8. In the Condition Type dropdown menu, select Incident Value. 9. For the Field Name dropdown menu, select Incident Classification. Auto Dispatch Configuration Reference Guide 14

15 10. For the Field Value type the following, depending on what Classification you want to use; N = Negative, P = Positive and S = Service Request. 11. Click Save. Auto Dispatch Configuration Reference Guide 15

16 Building Basic Rule Events Rule Events dictate the way that sending messages to devices is automated in Guestware. In this example we will set up a rule that sends dispatch messages to a device called EG1. If the message is not responded to in 15 minutes, it is escalated to the Manager on Duty device. Creating an event to send a new request to a device: 1. Go to Rapid Response Communication Server and select the Rules tab 2. Click the Edit icon to the right of the rule you want to edit. 3. Click the Events and Responses tab 4. Under the Rule Event tab click the Add Event button 5. For the Event dropdown menu select Incident Created. NOTE: For every event and response it is a good idea to put a descriptive note in the Notes field to make it easier for future users to identify how a rule functions. 6. The form should look similar to the one below. When finished, click Save. Auto Dispatch Configuration Reference Guide 16

17 To create an automatic response to an Event Creating a Response to the New Message event: (The response will send a message to the Engineer-on- Duty device) 1. Click the Add Response button. 2. In the Response dropdown menu, select Send Message. 3. In the Device dropdown menu select the EOD device. 4. Message Style defaults to number 1. Do not change this. 5. Remember the notes field! 6. Click the Save Button. Auto Dispatch Configuration Reference Guide 17

18 To automate changing incident status Creating an event to change incident status from New to Dispatched: 1. Click the Add Event button. 2. In the Event dropdown menu select Message Acknowledged. 3. Click in the Response Message field and select DISPATCHED from the drop down menu that appears. 4. Remember the notes field! 5. Click the Save button. Auto Dispatch Configuration Reference Guide 18

19 Adding a response to a Dispatched call event 1. Click the Add Response button. 2. In the Response dropdown menu, select Change Incident Status 3. Click in the New Value field and select DISPATCHED from the dropdown menu. 4. Click the Save button. Auto Dispatch Configuration Reference Guide 19

20 Creating an event to change incident status from Dispatched to Closed. 1. Click the Add Event button. 2. In the Event dropdown menu, select Incident Closed. 3. Click in the Response Message field and select CLOSED from the drop down menu that appears. 4. Add device specific notes. 5. Click Save. Auto Dispatch Configuration Reference Guide 20

21 Creating a response to the Completed Call Event To change incident status to CLOSED: 1. Click the Add Response button. 2. In the response dropdown menu select Change Incident Status. 3. Click in the New Value field and select Closed from the dropdown menu that appears. 4. Add notes, if necessary. 5. Click Save. Auto Dispatch Configuration Reference Guide 21

22 Creating an event to change incident status from Dispatched to Follow-up. 1. Click the Add Event button. 2. In the Event drop down menu select Incident Closed. 3. Click in the Response Message field and select Closed from the dropdown menu. 4. Add device-specific notes. 5. Click Save. Auto Dispatch Configuration Reference Guide 22

23 Creating a response to a Completed Call event (To change status to FOLLOW-UP) 1. Click the Add Response button. 2. In the response drop-down menu select Change Incident Status 3. Click in the New Value field and select Followup from the drop-down menu that appears. 4. Add notes. 5. Click Save. Auto Dispatch Configuration Reference Guide 23

24 Creating a response to the Completed Call event: (To create a new incident) 1. Click the Add Response button. 2. In the Response dropdown menu, select Create Incident 3. Select a code for the new incident from the Incident Code field. 4. In the Minute Time Delay field, enter the number of minutes before the new incident should be created. 5. In the Source field, enter the appropriate source. 6. Add notes, if necessary 7. Click Save. Auto Dispatch Configuration Reference Guide 24

25 Creating an escalation event to page the Manager on Duty: 1. Click the Add Event button. 2. In the Event dropdown menu, select Incident Past Due. 3. The default value in the Minutes Past Due field should be Click Save. Auto Dispatch Configuration Reference Guide 25

26 Creating the escalation response: 1. Click the Add Response button. 2. In the response drop-down menu select Send Message. 3. In the Message Style field type Click in the Device field then select the MOD device from the drop-down menu that appears. 5. Add Notes. 6. Click Save. Auto Dispatch Configuration Reference Guide 26

27 Creating an event to change status from Dispatched to Work Order: 1. Click the Add Event button. 2. In the Event dropdown menu, select Incident Closed. 3. Click in the Response Message field and select WORK ORDER from the dropdown menu. 4. Add device-specific notes, if necessary. 5. Click Save. Auto Dispatch Configuration Reference Guide 27

28 Creating a response to Work Order calls: 1. Click the Add Response button. 2. In the Response dropdown menu, select Change Incident Status 3. Click in the New Value field and select Work Order from the dropdown menu. 4. Add notes, if necessary. 5. Click Save. Auto Dispatch Configuration Reference Guide 28

29 Creating an event for when there is a change to a message after it has been sent: 1. Click the Add Event button. 2. In the Event dropdown menu, select Incident Updated. 3. Click Save. Creating a response for when there is a change to a message after it has been sent: 1. Click the Add Response button. 2. In the Event dropdown menu, select Send Message Update. 3. Click Save. Auto Dispatch Configuration Reference Guide 29

30 Creating a Rotating Pager Configuration Situation: There are three AYS runners on staff for any given shift. You would like to have pages rotate between the three available devices for each request. Entering multiple devices into a rule event or response: 1. Right click on the Device value of the Send Message event. 2. Click Rotate Devices. 3. Click Add Record to add each dispatch device to the rotation. Auto Dispatch Configuration Reference Guide 30

31 General Rule Information Please note that the order in which the rules are displayed determines the order in which the rules are applied. Guestware looks at the rules in descending order to determine which rule to apply. For instance, say a property has a rule that sends all EG1 calls to the EG runner device. This property also has a rule that sends all EG Department room requests to the Engineering Supervisor device. The EG1 rule would need to be listed first as it is restricted to a specific Core Code. The second rule would have an EG department condition (EG). Best Practices One best practice for escalations is to set up a reminder notice to be sent to the original device 1 minute after the call is past due. If the call is still not closed then an escalation message should be sent to a MOD designated device 30 minutes after the call is past due. Auto Dispatch Configuration Reference Guide 31