Call Dispatch

OBJECTIVE

The Call Dispatch allows the users to, depending on the Dispatch Type selected, assign employees, equipment, trades, equipment types, contacts and teams to projects; to assign service calls, work orders, quotations or projects to an employee; assign work orders or projects to equipment.

PREREQUISITES

ICONS

GENERAL or COMMON Icons

Icon	Title	Used to
	All	Display all the dispatches.
	On Hold	Allows to only display calls which are On Hold.
	Display Dispatches Vertically	Display the dispatch grid vertically.
	Display Dispatches Horizontally	Display the dispatch grid horizontally.
	Day View	Display the dispatch grid by day.
	Work Week View	Display the dispatch grid by work week. NOTE: By default, the work week is from Monday to Friday.
	Week View	Display the dispatch grid by week.
	Month View	Display the dispatch grid by month.
	Timeline View	Display the dispatch grid in a timeline.
	Show items with dispatches only
	Filters Configuration	Access the ViewsConfiguration screen. NOTE: For additional details, consult the Filters Configuration document.
	Display the allocated dispatches	Display the allocated dispatches on the left side of the dispatch grid.
	Show/hide the list of resources	Show or hide the list of resources on the right side of the screen. NOTE: When the list is displayed, it is possible to move an assignment from the dispatch grid to a resource displayed in this list.
	Open Project Management Screen	Access the Dispatch Project Management screen. NOTE: For additional details, consult the Project Management document.
	Catalogue Orders	Access the Purchase Order Details screen.
	Contact Management	Access the Contact Management screen. NOTE: For additional details, consult the Contact Management document.
	Refresh the grid	Click to refresh the dispatch grid. NOTE: It is possible to refresh the dispatch grid and all other information, by clicking on the dropdown arrow to the right of the icon and selecting Refresh the dispatch grid and all other information.
	Dispatch Dashboard	Access the Dispatch Dashboard screen. NOTE: For additional details, consult the Dispatch Dashboard document..
	Locate dispatches of the day	Access the Dispatch map screen in order to locate, on a map, all the dispatches as of today’s date. NOTE: It is possible to view the locations of the employees assigned to the projects and/or the projects themselves.
	Location of Employees	Access the Location of Employees screen in order to locate all the employees on a map, at a given moment. NOTE: For additional details, consult the Location of Employees procedure in the help.
	Location on a map	Access the Display Address on a Map screen in order to locate the assignments on a map.
	Mandatory Questionnaires Verification	Gives access to the Mandatory Questionnaires Verification window.
	Configuration	Access the Configuration screen. NOTE: For additional details, consult the Configuration document.

EMPLOYEE Dispatch Icons

Icon	Title	Used to
	Open « Enter Service Calls » screen	Access the Enter a service call screen.
	Work Order Entry	Access the Work Orders screen.
	Estimating	Access the Estimating screen.

EQUIPMENT Dispatch Icons

Icon	Title	Used to
	Work Order Entry	Access the Work Orders screen.

PROJECT Dispatch Icons

Icon	Title	Used to
	Project View	Display the dispatch grid in project view.
	View non-availabilities	Displays a section at the top of the dispatch grid, which allows the user to view the non-availabilities. NOTE: It is possible to assign an employee to the non-available section; the Definition of Work Hours window is displayed to indicate the type of non-availability, the start date and end date, and the hours.
	Display worked non-availabilities	Displays a section at the top of the dispatch grid, which allows the user to view the worked non-availabilities. NOTE: It is possible to assign an employee to the worked non-available section; the Definition of Work Hours window is displayed to indicate the type of non-availability, the start date and end date, and the hours.
	Display project « Stay Home »	Displays a section at the top of the dispatch grid, which allows the user to view the Stay Home.
	Dispatch confirmation management	Access the Dispatch confirmation management screen in order to obtain a list of dispatches for which there was no confirmation of acceptance received following the sending of the schedule and launch actions on dispatches not confirmed. NOTE: There are 3 possible choices: Resend invitation, Accept invitation and Delete dispatch.

STEPS

maestro* > Service Management > Service Management > Dispatch > Call Dispatch

Enter a dispatch

Select a dispatch: Employees, Equipement ou Projects.
Select a dispatch Model.
If needed, apply a Filter.
Assign an item in the dispatch:

Employees Dipatch

Assign a call, a work order, an estimation or a project to an employee by clicking on an item and dragging it in the Employees Dispatch grid.

If necessary, click on the Show items with dispatches only icon to display only the employees already assigned.

Select the assigned item in the dispatch grid and then right-click to display the pop-up menu.

Equipment Dispatch

Assign a work order or a project to an equipment by clicking on an item and dragging it in the Equipment Dispatch grid.

If necessary, click on the Show items with dispatches only icon to display only the equipments already assigned.

Select the assigned item in the dispatch grid and then right-click to display the pop-up menu.

Projects Dispatch

Assigner an employee, an equipment, an equipment type or a trade by clicking on an item and dragging it in the Project Dispatch grid.

If necessary, click on the Show items with dispatches only icon to display only the projects already assigned.

Select the assigned item in the dispatch grid and then right-click to display the pop-up menu.

Dispatch Grid Options

Fields	Action
Filters	Allows user to filter the employees, by status, employee number, last name, first name, work category, CCQ union, trade code, region, grouping, equipment codes and user number.
Show items with dispatches only	Allows user to display only employees with dispatches.
Calendar	Allows user to select a specific date, based on the detail mode selected. It is possible to navigate the dates using the previous and next buttons.
Number of employees	Allows the user to indicate the number of employees to display in the dispatch grid.
Detail	Allows user to select the level of detail to display in the dispatch grid. The choices are: Hours, 30 minutes, 15 minutes, 10 minutes, 6 minutes and 5 minutes.
Zoom	Displays the percentage of de zoom for each detail mode. NOTE: It is possible to modify the default zoom percentage for each level of detail by sliding the scrollbar.
Show Work Orders Only	Check in order to display only work orders.

Pop-up menus

Pop-up Menu - Time Range

Option	Description
Add a non-availability for this employee for the time range	Allows user to access the Define Work Schedules in order to add a non-availability to the employee in the time range selected.
Create a Service Call	Allows user to access the Enter a Service Call window in order to create a new service call.
Add a helper to the employee	Allows user to add a helper to the employee selected. It is possible to add more than one helper per employee. NOTES: Maestro* displays the equipment as an employee dispatch. In the pop-up menu, the option Remove the employee default equipment, (or the Delete key) the assignment is not deleted, but a window appears prompting the user to Select the end date of the assignment.
Add default equipment to the employee	Allows user to add a default equipment to the employee selected. It is possible to add more than one default equipment per employee. NOTES: Maestro* displays the equipment as an employee dispatch. In the pop-up menu, the option Remove the employee default equipment, (or the Delete key) the assignment is not deleted, but a window appears prompting the user to Select the end dateof the assignment.
Delete all dispatches on XXXX-XX-XX	Allows user to delete all the dispatches for a selected date. The user must confirm the deletion by clicking Yes. NOTE: This option is only available for users who have an Administrator security level.
Print the schedule of employee X on XXXX-XX-XX	Allows user to print the schedule for employee X on the date selected.
Send the dispatches to employee X on XXXX-XX-XX	Allows user to send the dispatches to the employee for the date selected. NOTE: When sending the schedules and assignments to the employees, the documents attached to the dispatch transactions AND that have a document category with the new checkbox, are added to the email. If amongst the employees the “Correspondence mode” is set to paper, the schedule will be displayed in the Maestro Report Viewer in order to print. If a schedule sent is for more than one employee with the same email address or the same cell phone number, the same day, the emails/text messages are sent to the same address/cell phone each with their employee #.
Send the dispatches to all employees / contacts on XXXX-XX-XX	Allows user to send the dispatches to all the employees / contacts for the date selected. If amongst the employees the “Correspondence mode” is set to paper, the schedule will be displayed in the Maestro Report Viewer in order to print. If a schedule sent is for more than one employee with the same email address or the same cell phone number, the same day, the emails/text messages are sent to the same address/cell phone each with their employee #.
Send a text message to employee X	Allows user to access the “Compose Text Message” in order to compose a text message and send it.

Pop-up Menu - Calls

Option	Description
Add the assignment to the employee’s Outlook calendar	Allows user to send the employee’s assignment to their Outlook calendar.
Add a non-availability for this employee for the time range	Allows user to access the Define Work Schedules in order to add a non-availability to the employee in the time range selected.
Open	Open the service call or Open the service call inquiry.
Add a helper to the employee	Allows user to add a helper to the selected employee.
Edit all dispatches for the call	Allows user to edit all the dispatches associated to this call. NOTES: If a dispatch is moved, the travel time assignment linked to it will follow. Maestro* automatically sends an email with Modification in the header when there is a change in the assignment.
Edit Dispatch	Allows user to edit the selected dispatch. NOTES: If a dispatch is moved, the travel time assignment linked to it will follow. Maestro* automatically sends an email with Modification in the header when there is a change in the assignment.
Change the State / Status of the Call	Allows user to edit the state and/or the status of the selected call. NOTE: Maestro* automatically sends an email with “Modification” in the header when there is a change in the assignment.
Delete Dispatch	Allows user to delete the selected dispatch. The user must confirm the deletion by clicking Yes. NOTE: Maestro* automatically sends an email with “Deleted” in the header when there is a change in the assignment.
Add default equipment to the employee	Allows user to add a default equipment to the employee selected.
Add special equipment to the call	Allows user to add special equipment to the call selected.
Delete all dispatches on XXXX-XX-XX	Allows user to delete all the dispatches for a selected date. The user must confirm the deletion by clicking Yes. NOTE: Maestro* automatically sends an email with “Deleted” in the header when there is a change in the assignment.
Change the dispatch status	Allows user to change the dispatch status. The available statuses are: Not started On the road In progress Completed Accepted Refused NOTE: Maestro* sends, to the service call’s contact, the expected arrival time of the technician when the status is changed to “On the road”.
Find nearby calls	Allows user to display nearby calls for a distance range of the number of kilometers indicated.
Print the schedule of employee X on XXXX-XX-XX	Allows user to print the schedule for employee X on the date selected.
Send the assignment to the employee(s)	Allows user to send the schedule for employee(s) X on the date selected.
Send the dispatches to employee X on XXXX-XX-XX	Allows user to send the dispatches to the employee for the date selected. If amongst the employees the “Correspondence mode” is set to paper, the schedule will be displayed in the Maestro Report Viewer in order to print. If amongst the employees the “Correspondence mode” is set to paper, the schedule will be displayed in the Maestro Report Viewer in order to print.
Send the dispatches to all employees / contacts on XXXX-XX-XX	Allows user to send the dispatches to all the employees / contacts for the date selected. If amongst the employees the “Correspondence mode” is set to paper, the schedule will be displayed in the Maestro Report Viewer in order to print. If a schedule sent is for more than one employee with the same email address or the same cell phone number, the same day, the emails/text messages are sent to the same address/cell phone each with their employee #.
Send a text message to employee X	Allows user to access the “Compose Text Message” in order to compose a text message and send it.
Cut	Allows user to cut the selected call, in order to paste it into another time range. NOTES: Maestro* requests a confirmation when a dispatch is moved, for which the return from a service call or the work order has a status of In progress. If a dispatch is moved, the travel time assignment linked to it will follow.
Copy	Allows user to copy the selected call, in order to paste it into another time range.
Split dispatch	Allows user to split the dispatch into two parts.

Pop-up Menu - Work Orders

Option	Description
Add the assignment to the employee’s Outlook calendar	Allows user to send the employee’s assignment to their Outlook calendar.
Add a non-availability for this employee for the time range	Allows user to access the Define Work Schedules in order to add a non-availability to the employee in the time range selected.
Open	Open the work order or Open the work order inquiry.
Close the Work Order	Allows user to close the work order.
Close Dispatch	Allows user to close the work order dispatch.
Add a helper to the employee	Allows user to add a helper to the selected employee.
Edit all dispatches for the work order	Allows user to edit all the dispatches associated to this work order. NOTE: Maestro* automatically sends an email with Modification in the header when there is a change in the assignment.
Edit Dispatch	Allows user to edit the selected dispatch. NOTE: Maestro* automatically sends an email with Modification in the header when there is a change in the assignment.
Change the status / priority of the work order	Allows user to edit the status and/or the priority of the selected work order. NOTE: Maestro* automatically sends an email with Modification in the header when there is a change in the assignment.
Delete Dispatch	Allows user to delete the selected dispatch. The user must confirm the deletion by clicking Yes. NOTE: Maestro* automatically sends an email with Deleted in the header when there is a change in the assignment.
Add a default equipment to the employee	Allows user to add a default equipment to the employee selected.
Add special equipment to the work order	Allows user to add special equipment to the work order selected.
Delete all dispatches on XXXX-XX-XX	Allows user to delete all the dispatches for a selected date. The user must confirm the deletion by clicking Yes. NOTE: Maestro* automatically sends an email with Deleted in the header when there is a change in the assignment.
Change the dispatch status	Allows user to change the dispatch status. The available statuses are: Not started On the road In progress Completed Accepted Refused NOTE: Maestro* sends, to the service call’s contact, the expected arrival time of the technician when the status is changed to On the road.
Print the schedule of employee X on XXXX-XX-XX	Allows user to print the schedule for employee X on the date selected.
Send the assignment to the employee	Allows user to send the schedule for employee X on the date selected.
Send the dispatches to employee X on XXXX-XX-XX	Allows user to send the dispatches to the employee for the date selected. If amongst the employees the Correspondence mode is set to paper, the schedule will be displayed in the Maestro Report Viewer in order to print. If a schedule sent is for more than one employee with the same email address or the same cell phone number, the same day, the emails/text messages are sent to the same address/cell phone each with their employee #.
Send the dispatches to all employees / contacts on XXXX-XX-XX	Allows user to send the dispatches to all the employees / contacts for the date selected. If amongst the employees the Correspondence mode is set to paper, the schedule will be displayed in the Maestro Report Viewer in order to print. If a schedule sent is for more than one employee with the same email address or the same cell phone number, the same day, the emails/text messages are sent to the same address/cell phone each with their employee #.
Send a text message to employee X	Allows user to access the Compose Text Message in order to compose a text message and send it.
Cut	Allows user to cut the selected work order, in order to paste it into another time range. NOTE: Maestro* requests a confirmation when a dispatch is moved, for which the return from a service call or the work order has a status of In progress.
Copy	Allows user to copy the selected work order, in order to paste it into another time range.
Split dispatch	Allows user to split the dispatch into two parts.

Pop-up Menu - Estimating

Option	Description
Add the assignment to the employee’s Outlook calendar	Allows user to send the employee’s assignment to their Outlook calendar.
Add a non-availability for this employee for the time range	Allows user to access the Define Work Schedules in order to add a non-availability to the employee in the time range selected.
Close the Quotation	Allows the user to close the quotation.
Close Dispatch	Allows user to close the quotation dispatch.
Add a helper to the employee	Allows user to add a helper to the selected employee.
Edit all dispatches for quotation	Allows user to edit all the dispatches for the selected quotation.
Edit dispatch	Allows user to edit the dispatch. The Enter Project Dispatch window is displayed.
Delete Dispatch	Allows user to delete the selected dispatch. The user must confirm the deletion by clicking Yes.
Add default equipment to the employee	Allows user to add a default equipment to the selected employee.
Delete all dispatches on XXXX-XX-XX	Allows user to delete all the dispatches for a selected date. The user must confirm the deletion by clicking Yes.
Print the schedule of employee X on XXXX-XX-XX	Allows user to print the schedule for employee X on the date selected.
Send the assignment to the employee(s)	Allows user to send the assignment to the selected employee(s).
Send the dispatches to employee X on XXXX-XX-XX	Allows user to send the dispatches to all the employee for the date selected. If amongst the employees the Correspondence mode is set to paper, the schedule will be displayed in the Maestro Report Viewer in order to print. If a schedule sent is for more than one employee with the same email address or the same cell phone number, the same day, the emails/text messages are sent to the same address/cell phone each with their employee #.
Send the dispatches to all employees / contacts on XXXX-XX-XX	Allows user to send the dispatches to all the employees / contacts for the date selected. If amongst the employees the Correspondence mode is set to paper, the schedule will be displayed in the Maestro Report Viewer in order to print. If a schedule sent is for more than one employee with the same email address or the same cell phone number, the same day, the emails/text messages are sent to the same address/cell phone each with their employee #.
Send a text message to employee X	Allows user to access the Compose Text Message in order to compose a text message and send it.
Cut	Allows user to cut the selected quotation, in order to paste it into another time range.
Copy	Allows user to copy the selected quotation, in order to paste it into another time range.
Split dispatch	Allows user to split the dispatch into two parts.

Pop-up menu - Projects

Options	Description
Add the assignment to the employee’s Outlook calendar	Maestro* sends the employee’s assignment to their Outlook calendar. In the dispatch screen, right-click the mouse on a non-availability to assign it to the employee’s Outlook calendar. If the non-availability linked to Outlook is moved, modified or deleted, the changes (modifications or deletion) are also made in the Outlook calendar.
Add a non-availability for this employee for the time range	Allows user to access the Define Work Schedules in order to add a non-availability to the employee in the time range selected.
Open	Open the Project Dispatch Management or Open the Project Management or Open the Project Inquiry.
Close all dispatches for the project	Allows user to close all the dispatches for the project. The “Close Project Dispatch” window is displayed. A closed dispatch can still be modified, to allow for the possibility of correcting an error.
Close Dispatch	Allows user to close the dispatch. The “Close Project Dispatch” window is displayed. A closed dispatch can still be modified, to allow for the possibility of correcting an error.
Add a helper to the employee	Allows user to add a helper to the selected employee.
Edit all dispatches for the project on XXXX-XX-XX	Allows user to edit all the dispatches for the selected project. The Enter Project Dispatch on XXXX-XX-XX window is displayed.
Edit Dispatch	Allows user to edit the dispatch. The Enter Project Dispatch window is displayed.
Delete Dispatch	Allows user to delete the selected dispatch. The user must confirm the deletion by clicking Yes.
Cancel the dispatch	Allows user to cancel the selected dispatch. The user must enter a reason for the cancellation. The cancelled dispatch remains visible in the dispatch grid, the indicator is displayed in the assignment bar. The assignment in Outlook calendar is renamed in order to add “Cancelled” in front of the text. The cancelled dispatch can be copied/pasted and also reversed, using the Reverse the cancellation of the dispatch option, but cannot be modified, moved or cancelled. It is also possible to delete a dispatch, which completely removes it from the grid.
Cancel the project dispatches XXXX on XXXX-XX-XX	Allows user to cancel the project dispatches for the selected date. The user must enter a reason for the cancellation. The cancelled dispatch remains visible in the dispatch grid, the indicator is displayed in the assignment bar. The assignment in Outlook calendar is renamed in order to add “Cancelled” in front of the text. The cancelled dispatch can be copied/pasted and also reversed, using the « Reverse the cancellation of the dispatch » option, but cannot be modified, moved or cancelled. It is also possible to delete a dispatch, which completely removes it from the grid.
Add a default equipment to the employee	Allows user to add a default equipment to the selected employee.
Delete all dispatches on XXXX-XX-XX	Allows user to delete all the dispatches for the selected date. It is possible to delete future dispatches and those that occurred in the past. A confirmation message is displayed; allowing the user to click Yes or No. By clicking Yes, maestro* sends the notifications informing the change.
Non-renewable	Allows user to indicate that the selected resource is non-renewable, the indicator is displayed in the resource’s assignment bar.
Change the presence status	Allows user to change the presence status of the selected resource, the possible choices are: Present, Absent, Left and All employees for project XXXX.
Change Trade	Allows user to change the selected employee’s trade; only trades available to this project will be offered as possible choices.
Print the schedule of employee / contact XXX on XXXX-XX-XX	Allows user to print the employee / contact schedule for the date selected.
Print Dispatch List for Project XXXX on XXXX-XX-XX	Allows user to print the dispatch list for all projects on the date selected.
Send the dispatches to employee XXX on XXXX-XX-XX	Allows user to send the schedule to the employee / contact selected. If amongst the employees the Correspondence mode is set to paper, the schedule will be displayed in the Maestro Report Viewer in order to print. If a schedule sent is for more than one employee with the same email address or the same cell phone number, the same day, the emails/text messages are sent to the same address/cell phone each with their employee #.
Send the dispatches to the employees for project XXXX	Allows user to send the dispatches to the employees on the project selected. If amongst the employees the Correspondence mode is set to paper, the schedule will be displayed in the Maestro Report Viewer in order to print. If a schedule sent is for more than one employee with the same email address or the same cell phone number, the same day, the emails/text messages are sent to the same address/cell phone each with their employee #.
Send the dispatches to all employees / contacts on XXXX-XX-XX	Allows user to send the dispatches to all the employees / contacts for the date selected. If amongst the employees the Correspondence mode is set to paper, the schedule will be displayed in the Maestro Report Viewer in order to print. If a schedule sent is for more than one employee with the same email address or the same cell phone number, the same day, the emails/text messages are sent to the same address/cell phone each with their employee #.
Send a text message to employee / contact XXX	Allows user to access the Compose Text Message in order to compose a text message and send it.
Cut	Allows user to cut the selected project, in order to paste it into another time range.
Copy	Allows user to copy the selected project, in order to paste it into another time range.