Enter a Service Call

OBJECTIVE

The Enter a Service Call option is used to enter service calls received for customer service contracts.

The additional fields’ values can be copied from one screen to another as long as name of the variable used for the additional field is the same in all screens.

 

PREREQUISITEs

• Contract Management
• Define Priority Types
• Define Equipment Codes

 

ICONS

Enter a Service Call Icons

Icon Title Used to Print (CTRL+P) Print the work order form. With the help of the icon’s dropdown menu, it is also possible to print, based on user permissions, the Service Call Control Report, either detailed or summary formats. For more information on this report, consult the Service Call Validation Report help topic. Display Documents Related to Project Displays the documents stored in the Customer Documents linked to the project. Calls for the Current Contract Display, in the Calls for this contract tab, the calls of the contract, without regard to the work location. NOTES: Calls displayed on screen may vary in accordance to the All Calls and Calls in Progress Only icons. Please note that it is only possible to select one of the following two icons: Calls for the Current Contract or Calls for the current contract and location. Calls for the Current Contract and Location Display, in the Calls for this contract tab, only the calls linked with the work location. The location is indicated in the location section of the Service call. NOTE: Calls displayed on screen may vary in accordance to the All Calls and Calls in Progress Only icons. All Calls Displays all calls including calls completed. Calls in Progress Only Displays only calls that are not completed. Service Contract Inquiry Access the Service Contract Inquiry. For more information on this report, consult the Service Contract Inquiry help topic. Search for an Address Perform a quick search on the addresses from the following options: Contract Management; Customer Management; Define Customer Addresses; Contact Management. NOTE: The address search is intended to facilitate the creation of a new call from a work address. If the address searched is found, maestro* will initiate the creation of a new call from the contract linked to the address found, if possible. If the address found does not correspond to an existing contract, maestro* will use the miscellaneous contract entered in the configuration to create the call. Configuration Configure maestro* behaviour for the service call entry and determine the default values. NOTE: These configurations are saved by user with the exception of the following option (which apply to all users): Print work order after saving service call. Only the non-self-explanatory icons or those with special features are defined in the table below.

 

Steps

maestro* > Service Management > Service Management > Contract > Enter a Service Call

 

Create a call

1. Enter the required information:

Fields followed by the * character are mandatory fields.

 

Field	Description
Contract Number*	Contract number from Contract Management and linked to the call. Only contracts with an ACTIVE status are displayed in the search results. NOTES: It is not possible to enter the call when : the contract is a master contract; the contract is expired; the contract is on hold (except if the Service type even if the contract is suspended and Maintenance type even if the contract is suspended boxes are checked in the Contract Management option. the contract is expired (except if the After the contract's expiration date box is checked in the Contract Management option. In this case, it will only be possible to enter a service type call, even if the contrat is expired.
Search by call number	Used to enter the call number directly.

The Contract, Details and Technical Details, located at the top of the window, display the information from Contract Management.

Contract tab particularity : The date of the last visit is displayed on the screen as a function of the last Return From a Service Call for this contract. Maestro* calculates and displays the number of days elapsed since the last visit.

The Calls for this contract tab contains the calls attached to the selected contract number, depending on the choices made in the selection icons.

2. Click the Accept icon to access the lower section.
3. Enter the required information in the Service Call tab:

Field	Description
Call Number	Call number. NOTE: This field is populated by default when the record is saved.
Call Type	Used to identify the call type to classify it. The choices are: Service, Installation or Maintenance. By default, the call type displayed is Service. It is possible to change this value, by user, using the Default Call Type configuration accessible under the Configuration icon. NOTES: In cases where the contract is expired, but the field Accept service calls after the end of the contract is checked in the contract management, the call type will inevitably be Service and it will be impossible to change as long as the contract is expired. For Maintenance type calls, maestro* will establish a link between a visit defined in Contract Management and a call if the call type is set to Maintenance and that the Date of work is the same as the date of the visit. If the call meets the criteria, then the link will be visible from the Contract Management, under the Visits tab and from the Service Contract Inquiry.
Customer Code	Customer to be invoiced from Customer Management.
Contact	Used to identify the contract contact. NOTE: If this field is completed in Contract Management, it is displayed automatically.
User	Code and name of the user who entered the call.
Order	Customer purchase order number. This number can be displayed automatically based on the type of call and the purchase order numbers entered in Contract Management, under the fields: Service Order No. for service or installation type calls. Maint. Order Np. for maintenance contracts; When entering a call, it is possible to modify this number manually. NOTES: For maintenance type calls generated by the system, maestro* displays here the Maint. Order No. indicated in the contact. If no order number is specified in the contract, the word CONTRACT will be displayed. During the saving of the call, maestro* can prevent the save or give a warning, if the customer purchase order is not identified, based on the field PO No. Mandatory defined in the Customer Management.
Work Order	User can specify to maestro* if a printout of the work order is required.
Project	Project to which the costs and revenues will be transferred for the call. If a project has been specified in the contract, it is automatically displayed and is not editable. If no project has been specified in the contract, it is mandatory to enter one here to be able to save the call.
Activity	Activity to which the costs and revenues will be transferred for the call. If an activity has been specified in the contract, it is automatically displayed and is not editable. If no activity has been specified in the contract, it is mandatory to enter one here to be able to save the call.
Skill	User can enter a skill required to perform this call. NOTES: If a skill is entered, maestro* ensures that the technician selected has the requested skill. (Beforehand, the skills must have been associated to the employee in Employee Management). A warning message will appear on screen when a selected technician does not have the required skill, but maestro* allows the user to continue entering the call.
Technician*	Employee code for the technician responsible for the work. By default, the technician comes from the Visits tab. If the technician is not indicated, maestro* displays the person in charge defined in Contract Management. NOTES: The person in charge is derived from Employee Management. Only the employees for which a work category connected to the Service Management module have been indicated appear in the list. If a skill was entered in the preceding field, maestro* validates and displays a warning message if the technician selected does not have the required skill.
Customer Project	Allows the tracking of receipts by project number for the customer, for informational purposes, if a lien is connected to an invoice. NOTE: This field is linked to the Lien Management option and is visible only if the module is installed.
Call Script Type	Script to be used for this call from Define Call Script Type.
Salesperson	User can enter the salesperson’s names for which the sale is to be associated. By default, maestro* displays the salesperson indicated in Contract Management. If blank, the salesperson indicated in Customer Management will be displayed. NOTE: The salesperson is derived from Salesperson Management.
Call Status	User can identify the status of the call, for informational purposes only. NOTE: The call status is derived from Define Call Status Codes. It corresponds to an internal process, to be defined according to each company.
Date	Displays the current date by default.
Time	Displays the time the call was entered by default.
Priority	Priority handling. NOTE: The priority type is displayed by default when the call is entered. It is possible to configure the priority types that allow an automatic prioritization of calls by using Define Priority Types. This prioritization is effective in Call Dispatch.
Required Date	User can specify the modalities concerning the date of the work. The choices are: Approximative, Fixed or Limited. Maestro* will determine which active equipment will be displayed under the Equipment tab based on the visit date indicated in this field. NOTES: It is possible to determine, by user, a default value with the help of the Configuration icon. The configuration of the Date required by default is accessible by the Calls tab in the Configuration icon. Please note that if a duration has been determined in the call status or in the type of priority, the required date will be automatically changed for the Fixed value regardless of the user-defined configurations.
Date and Time	For Maintenancetype calls, generated by maestro*, this value comes from the information defined in the Visits tab of Contract Management. The date and time the work should be executed are determined according to the type of emergency selected. If no number of hours has been indicated in Define Priority Types, maestro* calculates the date and time according to the status of call.
Estimated Time	Time estimated for carrying out the work. NOTE: The estimated time can be modified directly on the screen if no call dispatch is in place. In the case of a call that is allocated using the Call Dispatch option, the estimated time will be automatically adjusted according to the call allocation.
Max Delay	Used to specify a time period as a maximum number of hours for carrying out the work. NOTES: This time period can be used in conjunction with the No. Hours field entered in Define Priority Types when assigning calls. The following format must be respected. 15 minutes (00:15), 30 minutes (00:30), 1 hour (01:00), etc.
Travel time (hrs)	User can enter the travel time needed to arrive at the call location. NOTES: The travel time can be added to the call duration from the Call Dispatch (advanced mode) option, if the Dispatch module is configured to manage travel time. In the case where travel time management is enabled, the user will be able, in the return from a service call option, import the hours and the travel time by using the Automatic insertion according to the dispatch icon.
User in Charge	User responsible for the call. NOTE: The user in charge is not necessarily the person who does the work.
Lump Sum	A lump sum amount, if the amount was negotiated with the customer when the call was taken. NOTE: This amount is displayed on the call back and during preparation of the invoice to inform the user that there is an agreement on the price.
Max Amount	Allows user to indicate a maximum amount for the call.
Zone	Zone where the call is to be performed. NOTE: The zone is derived from Define Zones.
Form	Work order template used for the call. NOTE: If the field is set to the default setting, the system uses the default template entered in Contract Management or Configuration. If the call was generated by the Generate Maintenance Calls option, the form can be from the Visits tab in Contract Management.
Equipment Detail Type	Used to determine the information to be printed on the work order from Contract Management. Available values: None Prints no details. Materials Prints materials details. Maintenance Prints maintenance details.
Quot.	If the service call was created from a service quotation, the "source" quotation number will be displayed to the right of the Equipment Detail Type field. It is, in fact, a link: click on it to view the service quotation.
Lead Source	Lead source of the call from Define Lead Source.

1. Location section: This section displays the same address as that assigned to Customer Code in Contract Management, but it can be changed by selecting one of the choices of the combo box in the location.

This address applies only for the current call.

 

Field

Description

Location

Location of the work for the call. Available values: Alternate Allow you to enter a work address manually or select an existing alternate address. NOTES: To enter a new alternate address, simply click on the ... symbol in the selection field and enter the address information.  All of the fields can be populated, except the address number, which is assigned by the system. Alternate addresses are from the Alternate Address Management option. Contact Used to select an address associated with a contact in Contact Management. Customer Allows you use the address of the customer identified in the Customer Management. NOTE: You can select another address for the same customer by selecting an address from Define Customer Addresses. Contract Address Displays the contract address.

2. Details section: This section is used to enter information about what has been requested by the customer. This information can be viewed in the call entry, service contract inquiry, call back and invoice preparation screens. Text can be entered manually or be taken from Define Types of Visits by pressing the F7 key.

The text that is entered in the Details section will be displayed on the service call's Information page in maestro*MOBILE.

3. Additional Information section: By clicking in this section, a window appears to allow the selection of additional information to be displayed. The information displayed will be refreshed automatically depending on:
• the customer selected in the Customer Code field, if the source table chosen in the dropdown list is Customer;
• the contract selected in the Contract Number field, if the source table chosen in the dropdown list is Contract.

4. Enter the required information in the Employees Assigned tab:

This tab is only displayed if the Type of Dispatch used, in the configuration option, is set to Service Dispatch. In multidimensional mode, each prefix can have its own dispatch type.

This tab displays the names of the employees assigned to the call if a service dispatch has been done. Otherwise, it is possible to manually enter the employees to be assigned.

5. Enter the required information in the Dispatch tab:

This tab is only displayed if the Type of Dispatch used, in the configuration option, is set to Call Dispatch. In multidimensional mode, each prefix can have its own dispatch type.

This tab displays the employees and equipment dispatched in the call, if a call dispatch has been done. Otherwise, it is possible to manually dispatch employees and equipment.

6. Enter the required information in the Work Description tab, which is used to enter a description for the work to be carried out. Text can be entered manually or be taken from Define Types of Visits by pressing the F7 key.
7. Enter the required information in the Technical Details tab, which is used to display notes entered in the technical details for maintenance contracts: The technical details can be changed manually in call entry to enter comments for the technician. This information can be printed on the work order. Text can be entered manually or be taken from Define Types of Visits by pressing the F7 key.

The text that is entered in the Technical Details section will be displayed on the service call's Information page in maestro*MOBILE.

8. Enter the required information in the Equipment tab:

This tab displays all of the equipment defined in Contract Management. You can also check equipment that requires maintenance or repairs. This information can be used in Service Equipment Inquiry to display the list of calls on which equipment has been serviced or repaired. Only active equipment will be displayed here. Equipment are considered Active when they meet the criteria listed under the Equipment tab of the Contract Management option: There is no Effective Date OR there is an Effective Date, but it is prior or exactly the work date, AND; There is no Inactivity Start Date OR there is an Inactivity Start Date, but it is later than the work date.

 

Field	Description
Equipment details	Used to identity the equipment on which the work is to be performed. Available values: Used Equipment covered by the contract. NOTE: The equipment code must be created in advance in Define Equipment Codes. Equipment Number of pieces of equipment for the contract. NOTE: Usually, the number is always 1 when serial numbers are generated. Number Description of the selected equipment. NOTE: This field cannot be modified because the information is taken from Define Equipment Codes. Description Brand of the selected equipment. NOTE: This field cannot be modified because the information is taken from Define Equipment Codes. Brand Used to enter the model of the equipment. Model Used to enter the type of unit connected to the equipment. Unit Type Location of the equipment at the customer’s premises. NOTE: The contents of this field can be printed on the maintenance work order from if configured this way. Location Serial number of the equipment. NOTE: The contents of this field can be printed on the maintenance work order from if configured this way. Serial number Displays the purchase order number used to purchase the equipment. NOTE: This number is entered in the Equipment tab in Contract Management. Order No. You can view the order from one of the following options: Service Call Inquiry, Service Contract Inquiry or Service Equipment Inquiry. Simply double-click on the order number in the Equipment tab. Extension Displays the extension of the purchase order used to purchase equipment, if applicable. Customer’s Ref. No Customer’s equipment reference number. NOTE: The contents of this field can be printed on the maintenance work order from if configured this way. Sector Served Sector served by equipment at the customer's premises. NOTE: The contents of this field can be printed on the maintenance work order form is configured as such.
Warranty	Warranty on the equipment. Available values: Start Date Warranty start date after purchase or when the equipment is replaced. End Date Labour Warranty end date on labour for each piece of equipment covered in the contract. End Date Material Warranty end date on parts for each piece of equipment covered in the contract. NOTE: When entering a call or call back, the system warns the user that the equipment in the contract is under warranty.

9. The Quotations tab displays information related to the quotations created through the current service call.

The Quotations tab is only displayed if the Service Quotation option is activated in maestro*.

10. The Modifications tab catalogues all changes made in a certain service call fields. The tab displays the name of the modified field, its original value, its new value, the name of the user who modified it, as well as the date and time it was modified.
11. Enter the required information in the Call Script tab: This tab displays the questions to ask the customer based on the call script selected in the Call Script Type field.
12. Click Save.

If in the configuration of the window, the user has activated the function Display the Dispatch confirmation screen, maestro* displays a confirmation window: Enter Call’s Dispatch. The window displays the information according to the data entered in the call (technician, time required and expected time). The user must confirm the entry by pressing the Save (F12) icon or make corrections, if required.

In the case where the technician was not entered in the call but a skill was indicated, maestro* displays a choice of employees with the call’s required skill.

 

See also

• Service Contract Inquiry
• Service Equipment Inquiry
• Employee Management
• Customer Management
• Salesperson Management
• Define Lead Source
• Define Call Script Type
• Define Call Status Codes
• Service Call Control Report
• How to Create a Service Contract

 

Last modification: November 12, 2024