IRIS Service Director Masterclass

Service Director MasterclassDanny Wieder

Topics

• Crystal Director• Outlook Calendar Integration• Web Portal

Crystal Director

• Typical Uses • Functionality Overview• Running Modes• Worked Example

• Call Acknowledgement Email

• Demonstration• Dispatch SMS• Stand Alone Report

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

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

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.

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

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

System Wide Settings

System-wide Settings

Worked Example: Call Acknowledgment Email

Multiple reports

Report Settings


Record Selection

Set by Update


Record Update

Set by Update


Email Message

From Select SQL


Email Settings


From Select SQL

File Naming


From Select SQL

Report Parameters


Outlook Calendar Integration

Danny Wieder

Topics

• EWS Bridge Functionality Overview• Architecture• User Setup

• Engineers• SD Activities – Outlook Categories Mapping

• Demonstration

EWS Overview

Service Director

Diary Activities

Appointments

Engineer Bookings

Outlook Calendar

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

Architecture

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

Setup - Engineers

Engineers (Persons) are mapped to Exchange Users

Setup – Activities to Categories

Activities are mapped to Exchange Users’ Categories

Example: Diary Activity

Example: Bookings

Web Portal

Danny Wieder

Web Portal Overview …

• Customer Access• Engineer/Contractor Access

Customers Access

• Customer Access• View Calls• View/Print Visit Reports• Run Set Reports• View Documents/Files• Log Calls (optional)

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

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

Customer Access: Person Setup

Customer Access: Call Browser

Customer Access: Call Detail

Customer Access: Reports

Reports

Documents

Shared Documents

Multiple Folders

Customer Access: Call Logging

Engineer/Contractor Access

• Engineer/Contractor Access• View notified Calls for Engineer• Add Events

• Despatch• Travel• Arrive• Work• Close

Engineer/Contractor: User Setup

Engineer/Contractor: Call Browser

Engineer/Contractor: Call Detail

Engineer/Contractor: Work Event

Engineer/Contractor: Close Event

Conclusion

• Crystal Director• Automated Reports & Emailing

• Outlook Calendar Integration• Tasks• Bookings

• Web Portal• Customers• Engineers

IRIS Service Director Masterclass

Technology

Transcript of IRIS Service Director Masterclass