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TechConnect

Environment

Tech Connect Call Screen

  • After logging in, a list of calls / projects assigned to you will appear in the Calls List screen.
  • If there was a period where you did not have internet connection, you can select Refresh to check for any additional calls.
  • From this screen, you can:
    • View assigned calls
    • Accept / Reject a call
    • Switch to Online / Off-line mode
    • Update current call (you can only work on one call at a time)
    • View your boot stock
    • View Time for the day
    • View Travel for the day
    • View Expenses for the day
    • Configuration: Refresh boot stock, 'main' warehouse part list, and services list.
    • When your work is done for the day: End Day
  • Tip: Press Back on your device to go back to a prior screen.

Start Day

  • Once you are ready to begin work, click on Start Day.

End Day

  • Once all calls are done for the day, click on End Day.

My Time

  • Click on My Time.

  • The Timer will be displayed.
  • Click on Stop to stop the Timer and you will return back to the Calls List screen.

Online / Offline Mode

  • By default, Tech Connect will be Online.
  • When Tech Connect is Online, the network icon will be 'activate'.
    • In this image, Tech Connect is Online.

  • To switch to Offline mode,
  • click on the network icon.

  • An Offline mode message will pop up asking you;
    • Are you sure you want to switch to Offline Mode?
  • Click on Yes.

  • The network icon will become 'cancelled'.

  • To switch back to Online mode,
  • click on the 'cancelled' network icon.

  • The network icon will become 'active'.

View Calls by Date

  • Click on the Calendar icon.

  • A Calls Filter screen will be displayed.
  • Click on the desired date.
  • The selected date will change colour to red.
  • Click on Filter.

  • The call list will now be filtered by the selected date.
      • Note: The date displayed and filtered for, is the Scheduled Start Date of the underlying work order.

  • To remove the filter, click on the (X) button in either the Filter Calls by Date section or the Calls List screen.

Syncing and Refreshing

  • Due to the functionality that enables the use of Tech Connect offline, data is saved to the phone and will sync with the database, via the TechWebService, whenever a connection is available.
  • It is essential that the Call Centre does not close off calls whilst the Technician is still working on a call or is offline.
  • Syncing will happen during different application events but you can sync / refresh your data manually.
  • Last update [ ] shows you the date and time the data was last manually refreshed.
  • To refresh your data manually, click on the Refresh button.

  • The Last Update [ ] will change to the current date and time.

Assigned Calls / Projects

Call / Project Icon

  • If a work order is linked to a
    1. Call - a phone icon will display.
    2. Project - a '3 task list' icon will display.

Work Info Circle

  • The work info circle will be:
    1. Grey for Completed Work,
    2. Red for High Priority Work,
    3. Orange for Medium Priorty Work
    4. and Green for Low Priority Work.

Call Status

  • If a work order linked to a call is awaiting acceptance - you will see the status as;
    • (U|N) - Awaiting Acceptance | New
  • The call will be in Status - New in the Call Listing screen in BPO.

  • If a work order linked to a call has been accepted - you will see the status as;
    1. (A|F) - Accepted | In progress
    2. and the colour will be grey.
      • Sometimes the status displays as (A|N) - Accepted | New but changes as soon as the screen is refreshed to (A|F).
  • The call will be in Status - In Progress in the Call Listing Screen in BPO.

  • If a work order is linked to a call and start travel has been selected - you will see the status as;
    1. (ST|F) - Start Travel | In progress
    2. and the colour will be grey.
  • The call will be in Status - In Progress in the Call Listing Screen in BPO.

  • If a work order is linked to a call and on site has been selected - you will see the status as;
    1. (OS|F) - On Site | In progress
    2. and the colour will be grey.
  • The call will be in Status - In Progress in the Call Listing Screen in BPO.

  • If a work order is linked to a call and start work has been selected - you will see the status as;
    1. (SW|F) - Start Work | In progress
    2. and the colour will be grey.
  • The call will be in Status - In Progress in the Call Listing Screen in BPO.

  • If a work order is linked to a call and end work has been selected without signing off the work - you will see the status as;
    1. (S|M) - Awaiting Signature | Complete
    2. and a signature icon will be displayed and the work info circle will be grey.
  • The call will be in Status - Complete in the Call Listing Screen in BPO.
      • Note 1: Only a call / project that was ended as Resolved will be displayed in this status.
      • Note 2: If work was ended as Unresolved or Unresolved Client without signing off the work, the call / project will be removed from the screen immediately.

  • If a work order is linked to a call and work has been ended and signed off - you will see the status as;
    1. (EW|M) - End Work | Complete
    2. and the work info circle colour around the call icon will be grey.
  • The call will be in Status - Complete in the Call Listing Screen in BPO.
      • Note 1: If work was ended as Resolved, the call / project will remain on the technicians list until the following day, unless closed from BPO the same day.
      • Note 2: If work was ended as Unresolved or Unresolved Client, the call / project will be removed from the screen immediately or when the the screen is refreshed.

Project Status

  • If a work order linked to a project is awaiting acceptance - you will see the status as;
    • (U|O) - Awaiting Acceptance | Open
  • The project work order will be in Status - Open in BPO.

  • If a work order linked to a project has been accepted - you will see the status as;
    • (A|O) - Accepted | Open
  • The project work order will be in Status - Open in BPO.

  • If a work order is linked to a project and start travel has been selected - you will see the status as;
    • (ST|O) - Start Travel | Open
  • The project work order will be in Status - Open in BPO.

  • If a work order is linked to a project and on site has been selected - you will see the status as;
    • (OS|O) - On Site | Open
  • The project work order will be in Status - Open in the BPO.

  • If a work order is linked to a project and start work has been selected - you will see the status as;
    • (SW|O) - Start Work | Open
  • The project work order will be in Status - Open in BPO.

  • If a work order is linked to a project and work has been ended as resolved without signing off the work - you will see the status as;
    1. (S|O) - Awaiting Signature | Open
    2. and a signature icon will be displayed and the work info circle will be grey.
  • The project work order will be in Status - Open in BPO.
      • Note 1: Only a call / project that was ended as Resolved will be displayed in this status.
      • Note 2: If work was ended as Unresolved  or Unresolved Client without signing off the work, the call / project will be removed from the screen immediately.

  • If a work order is linked to a project and work has been ended as resolved and signed off - you will see the status as;
    1. (EW|M) - End Work | Complete
    2. and the work info circle colour around the project icon will be grey.
  • The project work order will be in Status - Complete in BPO.
      • Note 1: If work was ended as Resolved, the call / project will remain on the technicians list until the following day, unless closed from BPO the same day.
      • Note 2: If work was ended as Unresolved or Unresolved Client, the call / project will be removed from the screen immediately or when the the screen is refreshed.

Assigned Call / Project Details - Calls List Screen

  1. This shows the call / project number and description.
  2. This shows the customer name, customer contact person and phone number.
  3. This shows the work order number and the work order type.
  4. This shows the scheduled start date and time.
  5. This shows the serial number linked to the call / project work order.

  • To view an assigned project / call, click on the project / call you want to view.

  • The Call screen will be displayed.

Call / Project Details - Call Screen

    1. Work Info Bar: This shows the priority of the call / project.
    2. Customer Details: This shows the Customer Name and Customer Code.
    3. Machine Details: This shows the Serial Number linked to the project / call.
    4. Call / Project Details: This shows the call / project number and the call / project work order number
    5. Status: This shows the status of the call / project.
    6. Type: This shows the call / project work order type.
    7. Description: This shows the call / project number and description.

Machine Information

    • Model Number: This shows the model number of the machine linked to this call / project.
    • Serial Number: This shows the serial number of the machine linked to the call / project.
    • Warranty Status: This shows whether the machine linked to the call / project is on warranty and if linked to a warranty whether the warranty is active or inactive.
    • Part Description: This is the description of the machine linked to the call / project.

Location Description

    • Address: This shows the customer address.
    • Location: This shows where the machine is located.
    • Longitude/Latitude: This shows global address of the customer location for easy navigation.
    • Navigate To Icon: Click on this if you want to use the longitude / latitude points to navigate to the customer address using Google Maps etc. This works if a valid global address was captured in the Longitude / Latitude fields.

Contact Person Information

    • Name: This is the customer contact person.
    • Phone: This is the customer contact phone number.
    • Call Icon: Click on this if you want to call the customer contact person. This only works if a valid phone number was captured in the Phone field.

Call Information

    • Priority: This shows the priority of the call / project. High priority - 1 and Low Priority - 5.
    • Date: This is the scheduled start date.
    • Time: This is the scheduled start time.
    • SLA Date: This is the scheduled end date.
    • SLA Time: Scheduled end time.
    • Billable: This shows whether the call is billable or non billable.

Action Buttons

  • Action buttons will be displayed at the bottom of the screen, they will vary according to the status of the call / project selected;

    • Awaiting Acceptance Status: Accept Call | Reject Call buttons will be displayed.
    • Accepted Status: Start Travel | Reject Call buttons will be displayed.
    • Start Travel Status: On Site | Reject Call buttons will be displayed.
    • On Site Status: Start Work button will be displayed.
    • Start Work Status: End Work button will be displayed.
      • Note: No action buttons are displayed in Awaiting Signature and End Work statuses.

  • Click on the '+' button.

  • A menu will be displayed showing different work options. The work options displayed will vary depending on the status of the call / project.
  • For more information, refer to Work Options.

 

  • Click on the 'X' button to close this menu.