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--- support:dispatch:dispatch_screens [2011/01/26 14:58]
edmondsj
+++ support:dispatch:dispatch_screens [2016/09/13 14:54] (current)
seyers
@@ Line 1: / Line 1: @@
 ====== Dispatch screen ======
 ===== Dispatch list =====
-{{:support:dispatch:dispatch_driver_assignment.gif|}}
+{{:support:dispatch:dispatch_screens.png|}}
-Addresses (both incident and destination) are color-coded to represent the quality of geocoding information, in the following way:
+==== Address color-coding ====
-  * ''Red'': The address is NOT geocoded at all.  It will not display on the map, and will prevent calculations of mileage estimates.
+Addresses (both incident and destination) are color-coded to represent the quality of geocoding information, in the following way, in order from worst to best:
-  * ''Gold'': The address is geocoded at a low quality.  This means that when Ranger called Google to geocode the address, Google returned an address that did NOT match the submitted address exactly.  Note that this might only mean differences such as:
-^Ranger address^Address returned by Google^
+|<html><font color="red">Red</font></html>|Not geocoded.  |
-|123 Main Circle|123 Main Cir|
+|<html><font color="tan">Tan-Brown</font></html>|The address geocoded at a low quality. If Ranger called Google to geocode the address, Google returned an address that did NOT match the submitted address exactly.  Note that this might only mean differences such as:\\ \\ Submitted by Ranger: 123 Main Circle\\ Returned by Google:123 Main Cir\\ \\ Submitted by Ranger: 456 West 1st\\ Returned by Google: 456 W 1st\\ \\ Additionally, if the geocode was provided by the auto club, Ranger sets the quality to low.  |
-|456 West 1st|456 W 1st|
+|<html><font color="blue">Blue</font></html>|The address is geocoded at a high quality, but is not confirmed by the user.  This means that when Ranger called Google to geocode the address, Google returned an address that matched the submitted address exactly.  However, the user has not used the advanced address options in ''DispatchDirect'' or the map to geocode and save the address.|
+|<html><font color="green">Green</font></html>|The address has been confirmed by the user.  This can be done two ways\\ \\ - In ''DispatchDirect'' by opening a job in the ''Job Entry'' tab, expanding the ''Advanced options...'' section in the appropriate address section, and clicking on the ''Lookup on map'' button.  If the user opens the map, manipulates addresses, clicks the ''OK - Replace address info'' button, and ultimately saves the job, the addresses will be set to a quality of confirmed.\\ \\ - On the map, on the ''Address Lookup / Job Position Update'' tab, select a job.  One or two pins will be placed on the map.  If the user manipulates an address and chooses to update it, the quality of the address will be set to confirmed.|
-  * ''Blue'': The address is geocoded at a high quality, but is not confirmed by the user.  This means that when Ranger called Google to geocode the address, Google returned an address that matched the submitted address exactly.  However, the user has not used the advanced address options in ''DispatchDirect'' or the map to geocode and save the address.
+==== Status columns ====
-  * ''Green'': The address has been verified by the user.  This can be done two ways:
-    * In ''DispatchDirect'' by opening a job in the ''Job Entry'' tab, expanding the ''Advanced options...'' section in the appropriate address section, and clicking on the ''Lookup on map'' button.  If the user opens the map, manipulates addresses, clicks the ''OK - Replace address info'' button, and ultimately saves the job, the addresses will be set to a quality of confirmed.
+=== "A" column ===
-    * On the map, on the ''Address Lookup / Job Position Update'' tab, select a job.  One or two pins will be placed on the map.  If the user manipulates an address and chooses to update it, the quality of the address will be set to confirmed.
+  * Indicates assignment status
+^Contents^Description^
+|<html><span style="color:black;background-color:yellow;font-weight:bold;">&nbsp;H&nbsp;</span></html>|Held|
+|S|Scheduled and pre-assigned|
+|W|Waiting for assignment|
+|<html><span style="color:white;background-color:red;font-weight:bold;">&nbsp;W&nbsp;</span></html>|Held and scheduled job nearing scheduled time and waiting for assignment|
+|<html><span style="color:white;background-color:green;font-weight:bold;">&nbsp;A&nbsp;</span></html>|Assigned|
+|<html><span style="color:black;background-color:#CCCCCC;">&nbsp;X&nbsp;</span></html>|Cancelled|
+=== "AS" column ===
+  * Indicates sortable assignment status
+  * Sort order values are configured on the ''Company/Company setup/General config'' screen
+  * Default values are A=1, W=2, H=3, X=4
+^Contents^Description^
+|<html><span style="color:black;background-color:yellow;font-weight:bold;">&nbsp;3H&nbsp;</span></html>|Held|
+|4S|Scheduled and unassigned|
+|2W|Waiting for assignment|
+|<html><span style="color:white;background-color:red;font-weight:bold;">&nbsp;2W&nbsp;</span></html>|Held and scheduled job nearing scheduled time and waiting for assignment|
+|<html><span style="color:white;background-color:green;font-weight:bold;">&nbsp;1A&nbsp;</span></html>|Assigned|
+|<html><span style="color:black;background-color:#CCCCCC;">&nbsp;5X&nbsp;</span></html>|Cancelled|
+=== "S" column ===
+  * Indicates job status
+  * __For active calls__:
+^Contents^Description^
+|AP|Approved, awaiting assignment|
+|AD|Driver assigned|
+|<html><span style="color:white;background-color:#FF00FF;font-weight:bold;">&nbsp;T&nbsp;</span></html>|Transmitting assignment|
+|<html><span style="color:white;background-color:#FF00FF;font-weight:bold;">&nbsp;TU&nbsp;</span></html>|Transmitting job update|
+|<html><span style="color:white;background-color:red;font-weight:bold;">&nbsp;F&nbsp;</span></html>|Failed to transmit assignment|
+|<html><span style="color:white;background-color:red;font-weight:bold;">&nbsp;UF&nbsp;</span></html>|Failed to transmit job update|
+|<html><span style="color:white;background-color:#4040C0;font-weight:bold;">&nbsp;K&nbsp;</span></html>|Acknowledged by Driver|
+|<html><span style="color:white;background-color:green;font-weight:bold;">&nbsp;E&nbsp;</span></html>|Enroute|
+|<html><span style="color:white;background-color:green;font-weight:bold;">&nbsp;>A&nbsp;</span></html>|Approaching Arrived|
+|<html><span style="color:white;background-color:green;font-weight:bold;">&nbsp;@A&nbsp;</span></html>|At Arrived per GPS|
+|<html><span style="color:white;background-color:green;font-weight:bold;">&nbsp;A&nbsp;</span></html>|Arrived|
+|<html><span style="color:white;background-color:green;font-weight:bold;">&nbsp;H&nbsp;</span></html>|Hooked|
+|<html><span style="color:white;background-color:green;font-weight:bold;">&nbsp;>D&nbsp;</span></html>|Approaching Dropped|
+|<html><span style="color:white;background-color:green;font-weight:bold;">&nbsp;@D&nbsp;</span></html>|At Dropped per GPS|
+|<html><span style="color:white;background-color:green;font-weight:bold;">&nbsp;D&nbsp;</span></html>|Dropped|
+|<html><span style="color:white;background-color:#0000FF;font-weight:bold;">&nbsp;P&nbsp;</span></html>|Awaiting pricing|
+|<html><span style="color:black;background-color:#F3A007;font-weight:bold;">&nbsp;PR&nbsp;</span></html>|Pricing returned|
+|UC  |Uncancelled  |
+|CA|Callback accept|
+  * __For closed calls__:
+^Contents^Description^
+|<html><span style="color:black;background-color:#CCCCCC;">&nbsp;C&nbsp;</span></html>|Cleared|
+|<html><span style="color:black;background-color:#CCCCCC;">&nbsp;G&nbsp;</span></html>|GOA|
+|<html><span style="color:black;background-color:#CCCCCC;">&nbsp;X&nbsp;</span></html>|Cancelled|
+=== "$P" column ===
+^Contents^Description^
+|{{:support:dispatch:dollar_sign.gif|}}|Job has a credit authorization that has not yet been captured|
+|Blank|Either no credit authorization was processed or a credit authorization has already been captured|
+=== "V" column ===
+^Contents^Description^
+|<html><span style="color:white;background-color:green;">&nbsp;C&nbsp;</span></html>|VIN has been looked up, is a valid VIN, and has been confirmed by a user|
+|<html><span style="color:black;background-color:yellow;">&nbsp;L&nbsp;</span></html>|VIN has been looked up, is a valid VIN, but has not been confirmed by a user|
+|<html><span style="color:white;background-color:red;">&nbsp;F&nbsp;</span></html>|VIN has been looked up and is NOT a valid VIN|
+|Blank|VIN has not been looked up|
+=== Driver Status ===
+Driver Status is a tool for drivers to notify dispatchers of their current situation.  For example:
+  * Active - actively working on service requests
+  * Standby - on duty, but temporarily unavailable - e.g., on lunch break
+  * On Call - logged in and available if other -- e.g., Active -- drivers are unable to respond
+The exact meaning of the terms can be defined by consensus/procedures within the company
 ===== Create a job =====
-Click "JOB ENTRY" Tab.
+* Click Green "New job" Button above open jobs screen.
-Fill in appropriate boxes.
+{{:support:dispatch:04_02_from_dispatch_board-rev.png|}}
-Click "Save" button at bottom.
-Fields will turn red if infomation is required.
+  * Fill in the yellow required fields:
-You CANNOT save job if required fields aren't filled in.
+    * Account name
+    * Incident location
+    * Select pricing template for the Account and the Job
+    * Bill to account name
+  * Recommended but not required fields:
+    * Year/Make/Model or other details available on vehicle/owner (can be filled in later)
+    * Destination (if not a service call)
+  * Click "Save" button at bottom.
+    * Fields will turn red if information is required.
+    * You CANNOT save job if required fields aren't filled in.
+{{:support:dispatch:jobentryREV.png|}}
+Example of error message appearance:
+{{:support:dispatch:job_entry_error_messages.png|}}
 ===== Edit/cancel a job =====
-EDIT:    Click job. This will take you to JOB STATUS folder. Go to JOB ENTRY folder and edit any info needed.
+EDIT:    From the Dispatch Direct screen, click on the job you wish to edit then select the Job Details tab.
-CANCEL:  Click job.  This will take you to JOB STATUS folder. Go to JOB ENTRY folder and go to "Cancel Reason" and put in reason for cancellation. Then click "Cancel Job" button at the bottom of page.
+{{:support:dispatch:dispatch_tabs.png|}}
+  * Edit or enter additional details, scroll to bottom and click SAVE button.
+{{:support:dispatch:update_job_details.png|}}
+CANCEL:  Follow steps above to open the job details tab. Scroll down to the bottom of the page and click on the Cancellation pop-down triangle to access the Cancel job button at the bottom of page.  Free form type in a reason or choose from the drop down and click the cancel job Button.
+{{:support:dispatch:cancel-job.png|}}
+It is not necessary to "save" the job again.
+Job will show an "X" on the dispatch screen under the status column.
 ===== Handle pricing for a job =====
+Be sure to select the appropriate pricing template when assigning the job.  If Account is set to Pricing=Driver, the driver will input and confirm the pricing for the job.
+If any details must be corrected after the call is cleared, the dispatcher (if proper permissions are granted in configuration) may update the job pricing by accessing closed jobs, selecting the job from the greyed out closed jobs, and clicking on the "Job Pricing" Tab to access the pricing details for that job.
+==== Pricing modes ====
+CommLink supports six different modes for pricing calls.  For a summary of the modes, review the [[#comparison|Comparison]].
+=== Mode NO - None ===
+In Pricing Mode NONE, all details of pricing are hidden from the driver.  This is accomplished by hiding the Clear process from the driver thus forcing the driver to use Quick Clear.
+The Status Update menu contains the following status items for a new tow call:  Enroute, Arrived, Hooked, Dropped, Quick Clear.
+=== Mode PD - Preset / Due Only ===
+In Preset / Due Only pricing, the call is priced by the mobile application //exactly// according the rules.
+The driver cannot see or override any prices.  The only dollar amount visible to the driver is the Amount Due from the motorist.  Note that in the case of a split invoice for a motor club call, the Amount Due is the second invoice amount.
+During the Clear process, the pricing calculations are performed automatically.
+There is no interaction with Dispatcher during the Preset / Due Only pricing process.  The driver can complete Preset pricing while out of coverage.
+This mode is useful when:
+  * A call should be priced strictly according to the pre-configured rules.  For example, it would be useful with a new driver.
+  * Pricing details should be hidden from the driver.
+The Status Update menu contains the following status items for a new tow call:  Enroute, Arrived, Hooked, Dropped, Quick Clear, Clear.
+=== Sample Screens ===
+In CommLink, these are the first three screens in Clear for Preset / Due Only when there's a split invoice. \\
+For a single invoice, the third screen is omitted.
+<html><center></html>
+{{:support:dispatch:pricing_mode_pd_odo.png?250|PD Odometer}}
+{{:support:dispatch:pricing_mode_pd_summary.png?250|PD Summary}}
+{{:support:dispatch:pricing_mode_pd_split.png?250|PS Split}}
+<html></center></html>
+=== Mode PR - Preset ===
+In Preset pricing, the call is priced by the mobile application //exactly// according the rules.
+The driver can see the prices, but cannot override any prices.
+During the Clear process, the pricing calculations are performed automatically.
+There is no interaction with Dispatcher during the Preset pricing process.  The driver can complete Preset pricing while out of coverage.
+This mode is useful when:
+  * A call should be priced strictly according to the pre-configured rules.  For example, it would be useful with a new driver.
+  * Pricing details should be visible to the driver.
+The Status Update menu contains the following status items for a new tow call:  Enroute, Arrived, Hooked, Dropped, Quick Clear, Clear.
+=== Sample Screens ===
+In CommLink, these are the first three screens in Clear for Preset when there's a split invoice. \\
+For a single invoice, the third screen is omitted.
+<html><center></html>
+{{:support:dispatch:pricing_mode_pr_odo.png?250|PR Odometer}}
+{{:support:dispatch:pricing_mode_pr_summary.png?250|PR Summary}}
+{{:support:dispatch:pricing_mode_pr_split.png?250|PR Split}}
+<html></center></html>
+=== Mode DR - Driver ===
+In Driver pricing, the rules provide an initial guideline, but the driver can override those calculations.
+During the Clear process, the pricing calculations are performed automatically.  Then, the driver is presented with a menu that allows them to override any of the calculated values.  The final values are sent to Ranger Host.
+There is no interaction with Dispatcher during the Driver pricing process.  The driver can complete Driver pricing while out of coverage.
+This mode is useful when the driver has some input into call pricing.  For example, it would be useful with an experienced and trusted driver.
+The Status Update menu contains the following status items for a new tow call:  Enroute, Arrived, Hooked, Dropped, Quick Clear, Clear.
+=== Mode DI - Dispatcher ===
+In Dispatcher pricing, the call is priced by the mobile application //exactly// according the rules.  But that information is relayed to the dispatcher for final editing and approval.  You can think of Dispatcher pricing as Preset pricing plus dispatcher override.
+The driver cannot override any prices<sup>1</sup>.  During the Pricing process, the pricing calculations are performed automatically and sent to Ranger Host.
+The dispatcher then has a brief period of time (180 seconds) to review the pricing information, make changes (if any), and return the final results to the mobile app.  Note this implies the dispatcher is at their desk and ready to review pricing details immediately upon their arrival.
+Because of the interaction with the dispatcher, the mobile app must have network connectivity to finalize pricing.  If the mobile application is offline, only preliminary pricing can be completed.
+This mode is useful for dispatchers that want to control the pricing of a call.
+The Status Update menu contains the following status items for a new tow call:  Enroute, Arrived, Hooked, Dropped, Pricing, Quick Clear.
+=== Mode CO - Confirm By Dispatcher ===
+In Confirmed pricing, the rules provide an initial guideline, but the driver can override those calculations.  When the driver is complete, the information is relayed to the dispatcher for final editing and approval.  You can think of Confirmed pricing as Driver pricing plus dispatcher override.
+During the Clear process, the pricing calculations are performed automatically.  Then, the driver is presented with a menu that allows them to override any of the calculated values.  The final values are sent to Ranger Host.
+The dispatcher then has a brief period of time (180 seconds) to review the pricing information, make changes (if any), and return the final results to the mobile app. Note this implies the dispatcher is at their desk and ready to review pricing details immediately upon their arrival.
+Because of the interaction with the dispatcher, the mobile app must have network connectivity to finalize pricing.  If the mobile application is offline, only preliminary pricing can be completed.
+This mode is useful for dispatchers with trusted and experienced drivers that also want to review the pricing of a call.
+The Status Update menu contains the following status items for a new tow call:  Enroute, Arrived, Hooked, Dropped, Pricing, Quick Clear.
+=== Comparison ===
+The following table compares pricing modes.
+|                                         ^ None       ^ Preset/DO   ^ Preset   ^ Driver   ^ Dispatcher  ^ Confirmed  ^
+^ Rules from Ranger to CommLink           | X          | X             | X        | X        | X           | X          |
+^ Dispatcher post-pricing override        | X          | X             | X        | X        | X           | X          |
+^ CommLink calculates prices              |            | X             | X        | X        | X           | X          |
+^ Driver sees Amount Due                  |            | X             | X        | X        | X           | X          |
+^ Driver sees prices                      |            |               | X        | X        | X           | X          |
+^ Driver can override prices              |            |               |          | X        |             | X          |
+^ 'Pricing' process in CommLink           |            |               |          |          | X           | X          |
+^ Dispatcher interactive override         |            |               |          |          | X           | X          |
 ===== Assign driver to a job =====
@@ Line 54: / Line 274: @@
 ===== Unassign driver from a job =====
-Click on job.  This will take you to "JOB STATUS" folder. Click on "JOB ENTRY" folder and click on "Unasign Driver' button at the bottom of screen
+Click on job.  This will take you to "JOB STATUS" folder. Click on "JOB ENTRY" folder and click on "Unassign Driver' button at the bottom of screen

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