Caller ID Management

Overview

The dispatch client has a number of features that facilitate quick data entry and booking lookup. A number of these features are based on the caller ID.  An example is shown in the screenshot below which is from the dispatch client and for a particular phone number is showing three recently used addresses (in order of the ones most used) and it is also highlighting an existing booking in the system that was placed using this caller id. These features quickly allow an operator to either create a likely address or quickly check on an existing booking or prevent a duplicate booking. More can be found on these features in the documentation on the dispatch client.

The caller id management page allows you to modify the information associated with the callers in the system. This includes names, addresses, notes, accounts and attributes

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Caller ID Search

In order to modify the information associated with a caller id you need to find it. You do this with the caller id search feature. You need to select the fleet that the caller id would be associated with (each fleet could have different information associated with the same caller id) and then enter the search term. This search term can be any part of the caller id phone number for that customer. You then select the “Search for Callers” button.

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The results of the search are then shown in a table along with a summary of the information associated with each of the caller id results. To modify the information for one of the caller id results click on the phone number text link located on the left most column of the table. This will being up the caller id details page.

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Caller ID Details

The caller id details page contains some information about that caller id along with a set of tabs that allow for display and editing of each set of information associated with a caller. These include addresses, names, accounts and attributes. Below are sections for each of the tabs.

At the top of the caller id details screen is the phone number and a checkbox indicating whether IVR should be used for this caller ID or not. This is only relevant if the fleet is using SmartVOIX. Unchecking this box will mean that no IVR will be used for that customer and they will be put straight through to an operator.

Next is a field where caller notes can be entered for this caller. These notes will appear in the “Caller Notes” section of the booking client when this caller is selected. Changes made to this section in either the client or fleet management will appear in the other.

If any changes are made either in the top section of in any of the tables in the tabs you will need to “Save Changes” before any of the information is saved. Likewise you can revert any changes made by clicking the “Cancel Changes” button and confirming. If there are unsaved changes there will be a red warning status message indicating this fact.

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Addresses Tab

The addresses tab shows the current list of addresses that will be shown in the dispatch client for this caller. Normally the client will only show the top 5 addresses although this is configurable. Unchecking the checkbox on an address row will remove that address from appearing in the dispatch client list. Normally the addresses will be shown in the dispatch client sorted by the “Count” amount but this can be changed by reordering them by clicking image or image. Note that once you start ordering the addresses for a client this way the count will be ignored from then on and changes can only be made using this method.

Note that changes made in this table will need to be saved using the “Save Changes” button before they are saved and used.

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Names Tab

Once an address is selected in the dispatch client the “Name” field will be populated with the names that have previously been used for this caller. If there are more than one names then this is a drop down list and the names displayed can be changed in the table in the names tab. The names can be either unchecked or can be edited in this table.

Note that changes made in this table will need to be saved using the “Save Changes” button before they are saved and used.

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If the edit icon imageis clicked in a name row then that name can be changed in the dialog that appears

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Accounts Tab

The accounts that have been used in the past can be removed in the accounts tab. These are shown in the dispatch client as a drop down list at the “Account” field. Other accounts can be entered on the dispatch client but this list allows for a quicker entry. Note that you cannot add accounts here, they can only be added by using them in the dispatch client for a booking (if you need to pre-populate these then create and cancel fake bookings)

Note that changes made in this table will need to be saved using the “Save Changes” button before they are saved and used.

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Attributes Tab

The attributes tab allows you to configure attributes that always will be pre-populated for bookings from this caller. Note that this is not affected or populated by bookings created in the dispatch client since this tended to lead to confusion if attributes were used once by a caller. I.e. the only way to add pre-populated attributes for a particular caller is via the “Add Attribute” button.

Note that changes made in this table will need to be saved using the “Save Changes” button before they are saved and used.

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To remove attributes from this caller click the imagebutton and then confirm the delete.

If the “Add Attribute” button is selected a dialog will appear that will show a list of available attributes that can be added. This will include “NOT” attributes. E.g. if a particular customer always wants to ensure that they do not have a WAT vehicle pick them up because they find them hard to get into then select “NOT WAT”.

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