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TechConnect

Introduction and Index

Tech Connect is a field service solution that runs on any Android device (phone / tablet) that can be used by businesses to send and receive information from the field based operative. This will update the BPO back office system as soon as the device has connectivity to the internet and the server.

The integration between the BPO server and the device is a live link, and there is no need for making calls and sending SMS’s to the field technician. The application runs on the hand held device so that means if the tech is not on the internet, the information he downloaded previously will still be on the application, and it will work. If he saves some information then it will update the server as soon as he has connectivity.

As the call centre assigns jobs to the technician, he receives them on the handheld device. If he rejects the request this is fed back to the call centre to assign another technician. If he accepts the work is assigned to him. When he is ready to start the job he clicks on start travel.

Any time the technician starts a job and ends a job the system tags his GPS co-ordinates, and sends them to the server. This information is presented on a GIS interface. The information is sent to a GIS application like Google Earth, so that an office bound user can see the information on a GIS interface.

The technician will be able to check stock levels and record stock usage on the device. These will be linked to the live stock levels on the server.

The technician will be able to record his time spent on the job on the device. This will be calculated by the system taking the difference between the start time and the end time. He will also be able to record mileage on the system, and this can be verified to an estimation based on GPS information stored on the device. Finally he will be able to record other expenses incurred on the device.

Basics

Environment

Work Flow

Work Options

Configuration Notes

  • The Auto Accept Call AssignmentCompany Configuration flag must be set to No.
    • The Technician will Accept the Call on TechConnect
    • If employees in the same company don't useTechConnect, then the Call Force Accept option should be used to accept the call.
  • A 7 day Shift must be configured - this defines the company's working hours and is required for SLA Monitoring.
  • Availability Codes must be configured. Start and End Day availability codes must be defined.
    • AVA: Available - Start Day.
    • UNA: Unavailable - Is Unavailable, Is Default and End Day.
  • All employees using TechConnect must be configured as active Technicians, and before first use on the device, the availability code should be set to Unavailable (this is to prevent Call Centre from assigning calls to Technicians who have not selected Start Day on their device and are therefore Unavailable.
  • The Technician must have the correct Craft / Site assignment in order to be assigned to the call.
  • Technicians who use boot stock will need a warehouse and bin configured (1stock warehouse with 1 bin per technician), and this warehouse must be linked to the Technician.
  • The travel rate code configured must be set to STD, so that the travel logged on TechConnect is saved to Work Order travel.
  • An Expense Allocationcode TVCH must be configured in segmented ledger environments, so that the travel logged from TechConnect can be linked the with the correct Travel Radii (Travel Zone) code.
  • If the technician will be logging other expenses on TechConnect, these Expense Allocations and Expense Types also need to be configured.
  • The following Static Data codes are required:
    • Work Order Rectification Codes - code to be selected by the Technician when work is ended as Resolved. This indicates successful completion of the work, e.g. Equipment Serviced.
    • Call Pending Reason Codes - code to be selected by the Technician when work is ended as Unresolved. This indicates work cannot continue due to company reasons, e.g. Expert Required / Parts on Order.
    • Call on Hold Reason Codes - code to be selected by the Technician when work is ended as Unresolved (Client). This indicates work cannot continue due to client reasons, e.g. Awaiting Quote Confirmation / Client Unavailable.
  • If the Meter Reading RequiredCompany Configuration flag is set to Yes, the technician must update the meter readings on the call before the work can be ended.
  • If you are starting to use TechConnect on an active BPO database, ensure there are no Calls in Progress (make sure these are Completed or Closed).

Additional Information

  • A technician can only have 1active assignment at a time.  Multiple calls can be assigned to the technician, but he can only acceptone at a time.
  • A technician can only have 1 assignment on the same work order.
  • Calls should not be closed off whilst a technician is working on them in TechConnect.  Wait until the Technician does one of the following actions:
    • Rejects the Call (call moves to New status)
    • Ends Work as Resolved (call moves to Complete status)
    • Ends work as Unresolved (call moves to Pending status)
    • Ends work as Unresolved Client (call moves to Hold status)