Customer Service Desk

Available from 4.10.0.0

The Customer Service Desk page provides a 'Contact centric' view of Tasks, typically to call centre or help desk operators dealing with queries.

The page was initially developed to meet the requirement of integrating MRI Evolution with CTI call management software but can also be used by MRI Evolution users without the call management software.

The page is made up of three collapsible and resizeable panes, allowing users to adjust the screen elements to suit their needs:

Contact Directory pane on the left containing a Contacts grid
Contact Details pane, top-right, displaying a read-only ‘summary’ version of the Contact input panel for the Contact selected in the left pane
History pane, bottom-right, containing two tabs, each tab displays a grid of records related to the Contact selected in the left pane

Available from 7.0.0.0

The Purchase Key licence dependency for this specific element of the system has been removed and is now included as standard in the core MRI Evolution product the feature has been turned on for all systems by default.

Note: Other restrictions, such as User licence type restrictions and / or any restrictions to underlying functionality that is dependent upon Purchase Key licences will remain in place.

Available from 7.0.0.0

The following changes have been made to the History pane of this page:

The order of the two tabs have been reversed, the pane will now open on Task History rather than Customer Comments tab
The toolbar buttons have been updated as follows:
- The Ownership Toolbar icons have been organised into an Actions Group
- An Assign Ownership button has been added along with the associated functionality

Available from 7.0.0.0

This function will now open in the same window as MRI Evolution, instead of a separate window, by default.

Users will still have the option to open the function in a separate window.

Either the Close button will be hidden and the Open in new window button will be displayed or vice versa, depending on whether the page is opened in a page of its own, or not.

Task Management > Customer Service Desk

The link will open the Customer Service Desk page.

Customer Service Desk - Contact Directory pane

Click to view - Contact Directory Fields and Descriptions

Field Name	Description
Phone Number	This field is hidden when the page is not opened via CTI call management software A read-only Phone Number field. The field is populated with the ‘phone’ URL parameter value (caller's phone number) passed by the CTI call management software. The 'phone' value is used to search for Contacts (FADDRS) with a matching KP_PHONE value. Matching Contacts are displayed in the grid below. The 'phone' value will be present for the duration of the call, allowing users to refer back to it where necessary
Quick Search	The standard grid Quick Search field is included and can be used to filter the grid.
Query drop down	The standard grid Query drop down is included and can be used to filter the grid. The drop down contains Queries related to Contacts.
Search All Contacts	This field is hidden when the page is not opened via CTI call management software Check-box - Checking this box will clear the filter that’s been automatically applied to the grid, namely the ‘phone’ URL parameter value passed by the call management software. It is possible that the 'phone' parameter passed doesn't return any matching Contacts, once the filter has been cleared, users will be able to search the full Contact Directory (subject to any Task Query visibility that may be applied). Unchecking this box will re-apply the automatically applied filter using the 'phone' URL parameter

Customer Service Desk - Contact Details pane

Click to view - Contact Details Fields and Descriptions

Field Name	Description
Create New (toolbar button)	Clicking this button will open a ‘Quick Add Contact’ pop-up allowing new Contacts to be added.
End Call (toolbar button)	This toolbar button is hidden when the page is not opened via CTI call management software and the CTI Settings System Preferences have not been defined Clicking this button will invoke the end call process which includes prompting for call completion comments and passing back information to the call management software. Once the call has been ended, the operator's status is updated in the call management software and they can receive the next call.
Query drop down	The standard grid Query drop down is included and can be used to filter the grid. The drop down contains Queries related to Contacts.
Search All Contacts	Note: This field is hidden when the page is not opened via CTI call management software Check-box - Checking this box will clear the filter that’s been automatically applied to the grid, namely the ‘phone’ URL parameter value passed by the call management software. It is possible that the 'phone' parameter passed doesn't return any matching Contacts, once the filter has been cleared, users will be able to search the full Contact Directory (subject to any Task Query visibility that may be applied). Unchecking this box will re-apply the automatically applied filter using the 'phone' URL parameter

Customer Service Desk - History pane

Click to view - History Fields and Descriptions

Field Name	Description
Customer Comments tab	Contains a grid of Events against to the currently selected Contact Events must be enabled against Contacts (FADDRS) in the Table Register in order to see this tab
Create New toolbar button	Clicking this button will open a new Event page so that details or nature of the call may be captured for future reference. Events created will be stored against the Contact.
Refresh toolbar button	Standard refresh the grid function.
Task History tab	Contains a grid of Tasks related to the currently selected Contact
See table below for toolbar functionality
Grid buttons in first column	Add/View Task Event Clicking the button opens a pop-up showing a list of Events against the current Task There is a hyper-link to open the Event record There is an 'Add Event' hyper-link to allow users to add new Events against the Task Add/View Documents Clicking the button when there are no Documents attached to the Task should open the Document input panel, allowing a User to add a Document Clicking the button when there are Documents attached to the Task should open a pop-up showing a list of Documents against the current Task There is a hyper-link to open the Document in the standard Document Viewer There is a 'New Document' hyper-link to allow users to add new Documents against the Task Step Questions Clicking the button will open the Instruction Step input panel, allowing a User to view and/or answer Instruction Step Questions

History Pane - Task History Icons

Click to view more detail.

Icon	Feature	Description
	New	Click to open the helpdesk and create a new Task. The helpdesk opened is controlled by the option set for User Preferences > Tasks > Task Settings > Use Helpdesk.
	Edit	Select a Task in the grid and click to Edit.
	Refresh	Click to refresh the grid.
	Assign button group	Available from 5.5.0.0
	Assign Resource	Available from 5.5.0.0 Click to assign a Resource to Task(s). The 'Assign Resource' button is subject to the following constraints to ensure that all of the selected tasks are suitable for assignment to the same Resource: The Task Status must NOT be: REQUESTED REJECTED UNAUTHORISED HISTORY CANCELLED Multiple selections of Tasks will be permitted When multiple Tasks are selected all Tasks must be in Contracts that have the same Supplier When multiple Tasks are selected all Tasks must have the same Time Zone When multiple Tasks are selected all Tasks must be linked to the same Appointment Request, if applicable
	Assign CSF	Available from 5.5.0.0 Click to Assign a CSF Audit.
	Print	Click to Print the Task Jobcard. JC-001 PPM Issue Job Card JC-002 Breakdown Job Card PR-004 Project Job Card
	Status button group
	Accept	Available from 5.5.0.0 Click to Accept a Task Request.
	Reject	Available from 5.5.0.0 Click to Reject a Task Request.
	Authorise	Click to Authorise a Task.
	Mark as Complete	Click to move the Task(s) status to Complete. This button is hidden for Tasks that have a status of REJECTED, HISTORY or CANCELLED
	Cancel	Click to Cancel the Task.
	Sign Off to History	Click to move the Tasks status to History.
	Restore Task	Available from 5.5.0.0 Click to Restore Task(s) to the State they were prior to being sent to Rejected, History or Cancelled.
	Actions button group	Available from 7.0.0.0
	Take Ownership	Click to become the Owner of a Task
	Remove Ownership	Click to remove your Ownership of a Task
	Assign Ownership	Available from 7.0.0.0 Click to assign the Ownership of a Task to another user.
	Show Tasks in Contact's Building	Toggled off (by default) - The grid will show Tasks associated with the currently selected Contact, where the currently selected Contact is the main reporter or one of the multiple reporters of the Task, regardless of the Building Toggled on - The grid will show Tasks against the Building associated with the currently selected Contact, regardless of the reporter
	Show Tasks in Contact's Location	Toggled off (by default) - The grid will show Tasks associated with the currently selected Contact, where the currently selected Contact is the main reporter or one of the multiple reporters of the Task, regardless of the Location Toggled on - The grid will show Tasks against the Location associated with the currently selected Contact, regardless of the reporter
	Open in new window / Close	Available from 7.0.0.0 This function will now open in the same window as MRI Evolution, instead of a separate window, by default. Users will still have the option to open the function in a separate window. Either the Close button will be hidden and the Open in new window button will be displayed or vice versa, depending on whether the page is opened in a page of its own, or not.