ServiceGrid Article - Using Mobile Devices

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Contents

Overview

This article describes the various parameters of using mobile devices.

Variations of Integration

The following sections describe the various functionalities, advantages, and restrictions when a technician uses a notebook, cell phone and SMS, and PDA.

Using notebook

The following are the important functions when a technician uses a notebook:
1.The technician gets notified through mail or SMS: The message content is defined with templates. The messages are sent according to CallState or automatically after the technician is assigned.
2.The technician edits the Call on his computer.

Advantages

The following are the advantages of using notebook:

  • Complete user interface.
  • High performance.

Restrictions

The following are the restrictions of using notebook:

  • Desktops are not portabe like mobile.
  • Access over WLAN, HSDPA, UMTS is not always possible.

Using cell phone and SMS

The following are the important functions when a technician uses a cell phone and SMS:
1.The technician gets notified through SMS. The message content is defined with templates. The messages are sent according to CallState or automatically after the technician is assigned.
2.The technician answers the Call through SMS.

Advantages

The following are the advantages of using cell phone and SMS:

  • Mobile phone coverage is widely available.
  • Use of existing equipment is possible.

Restrictions

The following are the restrictions of using cell phone and SMS:

  • Only status updates is possible. For example, accepted, in progress, or solved.
  • No additional information can be recorded such as work time, part usage, and so on.

Using PDA

The following are the important functions when a technician uses a PDA:
1.The technician gets notified through email. The message content is defined with templates. The messages are sent according to CallState or automatically after the technician is assigned.
2.The technician edits the Call on a mobile device.

Advantages

The following are the advantages of using PDA:

  • Mobile devices with Internet access is widely available.
  • Mobile devices are easily transportable.

Restrictions

The following are the restrictions of using PDA:

  • Reduced display size, limited space for information.
  • Only simple navigation is possible.
  • Response time depends on the used device
  • Service time is greater than 2 seconds.

Using SD.mobile and PDA device

Login

SD.mobile is available through a special URL: https://mobile.solvedirect.com.

To login to the mobile application, follow these steps:

Step 1: Enter your Username and Password in the given fields.

Step 2: Click Login

The call tracking list appears.

Sdmobilelogin-10174557-700px.jpg
Call Open through Mail and QuickLog

In case a mail notifcation containing a QuickLog number is automatically sent to the technician, no login is necessary:

  • The Call instantly opens after clicking the QuickLog number.
  • The Quick Log Number allows the CallReceiver (technician) to open the link.

Updating Call

To update a call, follow these steps:
Step 1: Select the Call from the Call tracking list.
Step 2: Select one of the actions on top of the screen.
Step 3: Fill in the details.
Step 4: Click Save: to save the updates and stay in the call.
Step 5: Click SaveList: to save the updates and go back to the call list.
Step 6: Click Cancel: to go back to the call detail without updating.

Sdmobilecalldetailupdate-10174643-700px.jpg


Entering work time and distance

To collect work and travel date, follow these steps:

Step 1: Fill in the travel time (minutes).

Step 2: Fill in the distance (miles or kilometers).

Step 3: Fill in the work time (minutes).

If there is already an activity on the call, the following activities can be performed:
1. The travel time, work time and distance can be corrected.
2. Click the (+) button to create a new activity.

The collected activity data will be processed in the same way as it was entered in the SD.call application.
Sdmobilecalldetailworktime-10174942-700px.jpg

 

Entering parts

To enter spare parts data, follow these steps:

Step 1: Click Parts.

Step 2: Click PartNo and select a part number from the list.

Step 3: Enter the amount and click Submit.

Step 4: Click Sel to select additional part.

Step 5: Click Save.
Sdmobilecalldetailpartslist-10174838-700px.jpg


The collected spare parts will be processed the same way as it was entered in the SD.call application.

Displaying call details

To display more information about the service case, follow these steps:

Step 1: Click Detail near Customer to display customer data.

Step 2: Click Detail near Contract to display contract data.

Step 3: Click Detail near Caller to display caller data.

Step 4: Click Detail near Component to display component data.
Sdmobilecalldetailcustomer-10174859-700px.jpg


The data displayed is directly requested from the Cisco ServiceGrid database.

Opening new call

To open a new call, follow these steps:

Step 1: Click NewCall.

Step 2:  From the list, choose a service Contract.

Step 3:  From the list, choose a Device.

A new call detail form will be opened.

Step 4: Fill in the form.

Step 5: Click Save.

The new call will be stored in the Cisco ServiceGrid data base immediately and processed the same way as it was created through SD.call. The dispatcher will see the new call in the SD.call call tracking list in the same way as all other calls.

Sdmobilenewcall-10174621-700px.jpg


Tracking call

The call tracking list is the default view of SD.mobile. Whenever you login to SD.mobile the list will be displayed.

To select a call from the list, click the call.

The call detail form will be displayed.

Depending on the status, you can view possible actions to select. If the call is already closed or in a status where the technician is not allowed to process the call, no actions will be displayed.


Sdmobilenewcall-10174621-700px.jpg


For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.




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