CASH ONCALL MODULE
Overview & Specification
“We’ve been able to reduce staff numbers in our office, redeploying a staff
member into another area of the business. We’ve also seen an increase in
the number of jobs carried out per day. Our cash flow has improved
with the speed of invoicing for corrective calls.”
Tom Bullock, Office Manager, Active Security.
Josh Farrar, Product Manager
Mentor Business Systems Limited
The OnCall Module for your business
The OnCall Module…
…keeps you and your Engineers in communication without the constant noisy chatter and
interruptions of radios or mobile phones, leaving your call centre staff free to give their full attention
to your customers. It eliminates lost or late paperwork, allows you to produce invoices quicker and
sooner, yet still collects and files signed electronic documents in case they are required as proof of
delivery at a later date.
Using the OnCall module means that…
…the amount of information you can provide to, and obtain from, each Engineer is almost
limitless and is communicated instantly. They know exactly where to be and what to do.
You know what they’ve done (and what else needs to be done), and your customers
receive fully customisable reports the moment a job is completed.
You need the OnCall module if you want:
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to substantially reduce the paperwork overhead in your office;
your engineers to be better informed when they attend site;
your call operators to be more efficient when assigning jobs;
the Engineer to perform specific tasks related to a particular job;
professional, customisable reports to be sent to your customers electronically;
to have full control over what each Engineer must do and when on each maintenance visit; and
to improve cash flow by reducing ‘call to invoice’ timescales.
In summary, the OnCall module…
…integrates seamlessly with the office and the underlying communications are transparent to your
office users. Simply assign an Engineer and the software takes care of the rest. The supplied
Communication Servers manage the sending and receiving of information to the mobile devices
while also sending Engineer Reports to your customers. Your office users can see at a glance
whether an Engineer has received a call, is on route to a call or has arrived on site. Once complete,
various office staff can be notified of any further action required, the call can be completed and
invoiced in the usual fashion. A fully comprehensive audit trail is also provided should you need to
investigate a particular calls history.
The OnCall Module for your Engineers
The ‘in hours’ Engineer:
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may ‘book on’ to receive automatic updates at a pre-determined interval;
is notified of a new job by SMS / Email or Alert on their phone/tablet or laptop;
may review the job details and history;
may contact your customer and navigate to the job;
must accept, or decline to accept, the job;
must record their arrival time and may record their travel time;
must complete any applicable risk assessment checklists;
may review the system and any installed equipment;
must perform any generic checks and checks that are specific to the system and equipment;
may record any parts they have used (they select from the same list available in the office);
may review, edit and add attachments including images, pdf, word and excel documents;
may add any additional comments that they do not wish to be included in the customer report;
may report any follow ups that are required (including re-visits, sales opportunities & admin updates);
must record their activity and finished time and may record job related fault codes (grouped);
may inform the customer of any related charges;
must (optionally) obtain a customer signature and rating;
must (optionally) sign the completed job; and
may ‘book off’ when they are no longer available for work that day.
The ‘out of hours’ Engineer:
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may log a call themselves against the same list of customers available in the office;
receive a fully populated call with all related checklist and attachments just as if it had been logged by the office;
must complete the job as they would if it were an ‘in hours’ job logged by the office; and
may receive calls directly from the Monitoring Station for customers whose signalling is provided by Custodian.
All Engineers:
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may (optionally) forward jobs to other Engineers;
may (optionally) determine if a particular call is chargeable or should be included ‘under contract’;
may record any time spent away from a job and the reason for doing so; and
may (optionally) enter a future completed time when working on unmanned sites.
The mobile device:
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may be Android or Windows 8 and above on phones, tablets or laptops;
connects directly to your communication server;
automatically synchronises with the office;
decrypts the proprietarily encoded messages received from the office;
maintains all current job information on the device so the Engineer can work off-line;
maintains a history of completed jobs for a pre-determined and configurable length of time; and
receives automatic and regular updates from Mentor.
The OnCall Module for your office
Call operators:
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can see at a glance which Engineers are booked on or off;
may assign calls manually and have them sent to the engineer electronically;
may assign calls in the scheduler before sending them electronically;
may re-assign calls and CASH will automatically cancel the call with the original engineer;
can see at a glance whether an engineer has accepted, is on route to, or has arrived at any call through the call grid or the
scheduler;
is able to view a comprehensive log of all mobile communications for any call;
can attach files of any type to a call;
can save any returned attachment directly to the site cabinet;
are able to view any products that the engineer has used;
are able to issue/return products to and from stock that have not been automatically issued;
may have CASH automatically add in/out of hours’ charges according to times recorded by the engineer;
may edit any automatically added charges and products before completing the call; and
may choose to include any attachments with the subsequent call invoice.
Managers:
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can view built in reports detailing engineer’s productivity and profitability;
can view and edit automatically generated Engineer time sheets;
may have CASH automatically issue and engineer’s time against the related Job Costing;
can easily generate reports highlighting any missed follow ups;
may design checklists and reports that relate to specific combinations of Call types and System Types; and
have full control and visibility of an engineer’s workload and individual job status.
Technical Requirements
Software
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The CORE CASH System.
A valid release code with the OnCall module enabled.
MS Word, Excel and 32bit Outlook (for sending email based engineer reports).
Hardware
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Windows 8 (and above) or Android based phones, tablets or laptops.
A PC/Server with access to the main CASH database and an Internet Connection (It is not possible to install the Email
based communication server on a machine running Exchange due to the requirement for an Outlook client).
An Internet Router with port-forwarding functionality (this routes external Internet traffic from the mobile device to the ‘Live’
MCS Server.