Documente Academic
Documente Profesional
Documente Cultură
Users Guide
for administrators and managers who create, schedule, distribute, and review field calls
Thinque Systems 4130 Cahuenga Blvd. Universal City, CA 91602 (877) THINQUE
Thinque | FDM Field Data Module Desktop, Users Guide Version 3.1.9 March 2003 Copyright 2003 Thinque Systems Corporation. All rights reserved.
Other TradeMarks
Microsoft, MS-DOS, Visual Basic, Windows, Windows NT, SQL Server, and other names of Microsoft products referenced herein are trademarks or registered trademarks of Microsoft Corporation. Oracle is a registered trademark of Oracle Corporation. Adobe and Acrobat are registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Java and all Java-based marks are trademarks or registered trademarks of Sun MicroSystems, Inc. in the U.S. and other countries. All other trademarks or registered trademarks are the property of their respective holders.
Acknowledgements
The Mobile Solutions Platform product includes software developed by the Apache Software Foundation (http://www.apache.org).
Copyright Notice
This material is protected under Federal Copyright Laws (Title 17 of the United States Code) and international copyright laws. Any reproduction, distribution, or public display of this work without the express written authorization of Thinque Systems is strictly prohibited. This document is furnished for informational purposes only. The material presented in this document is believed to be accurate at the time of distribution. However, Thinque Systems Corp. assumes no liability in connection with this document except as set forth in the License Agreement under which this document is furnished.
Contents
About This Guide Preface
Purpose . . . . . . . . . . . . . . . . . . . . Overview of Field Data Module . . . . . . . How it works . . . . . . . . . . . . . . Server components . . . . . . . . . Administrative client components . Field client components . . . . . . How it gets set up . . . . . . . . . . . . How to Use This Guide . . . . . . . . . . . Typographical Conventions . . . . . . Related Documentation . . . . . . . . . . . Obtaining and viewing PDF documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi xi xii xii xii xii xiv xiv xvi xvii xvii . . . . . .
Getting Started
Chapter 1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . What You Need to Do . . . . . . . . . . . . . . . . . . Setting up desktop users and field reps . . . . . . Common user setups . . . . . . . . . . . . . . Constructing the business model and applications Other tasks . . . . . . . . . . . . . . . . . . . Starting FDM Desktop . . . . . . . . . . . . . . . . . . FDM Desktop Basics . . . . . . . . . . . . . . . . . . . FDM Desktop application window . . . . . . . . . Title bar . . . . . . . . . . . . . . . . . . . . . Menu bar . . . . . . . . . . . . . . . . . . . . Application tool bar . . . . . . . . . . . . . . Status bar . . . . . . . . . . . . . . . . . . . . Workspace . . . . . . . . . . . . . . . . . . . Module window . . . . . . . . . . . . . . . . Module tool bar . . . . . . . . . . . . . . . . FDM Desktop modules . . . . . . . . . . . . . . . Using filters . . . . . . . . . . . . . . . . . . . . . Wildcards . . . . . . . . . . . . . . . . . . . . Entering dates . . . . . . . . . . . . . . . . . . . . Customizing FDM Desktop . . . . . . . . . . . . . . . Changing module nomenclature and field names Establishing regional settings . . . . . . . . . . . . Closing FDM Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 1-1 1-2 1-2 1-3 1-4 1-4 1-5 1-5 1-5 1-5 1-9 1-9 1-9 1-9 1-9 1-10 1-10 1-11 1-11 1-12 1-12 1-12 1-12
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Contents
Region Manager
Chapter 2
Overview . . . . . . . . . . . . . . . . . . . The Region Manager Window . . . . . . . . Module tool bar action buttons . . . . . Region set list . . . . . . . . . . . . . . Region tab . . . . . . . . . . . . . . . . Region tab tool bar . . . . . . . . . Level Names tab . . . . . . . . . . . . . Exceptions tab . . . . . . . . . . . . . . Creating Region Sets . . . . . . . . . . . . . Defining the [DEFAULT] region set . . . Creating chain/manufacturer region sets Changing region sets . . . . . . . . . . . . . Changing region names . . . . . . . . . Adjusting region position . . . . . . . . Naming Regional Levels . . . . . . . . . . . Level Names tab tool bar . . . . . . Creating level names . . . . . . . . . . Changing level names . . . . . . . . . . Viewing Regional Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 2-1 2-2 2-3 2-3 2-3 2-4 2-4 2-5 2-5 2-6 2-7 2-7 2-7 2-8 2-8 2-8 2-9 2-10
Site Manager
Chapter 3
Overview . . . . . . . . . . . . . . . . . . . . . The Site Manager Window . . . . . . . . . . . Module tool bar action buttons . . . . . . . Site list . . . . . . . . . . . . . . . . . . . . If it takes too long to load the site list . Sorting the site list . . . . . . . . . . . Filtering the site list . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . Details tab . . . . . . . . . . . . . . . . . . Contacts tab . . . . . . . . . . . . . . . . . Reps Assigned to Site tab . . . . . . . . . . Manufacturer\Chain Region tab . . . . . . Authorized Products tab . . . . . . . . . . Creating and Maintaining Site Records . . . . . Creating site records . . . . . . . . . . . . . Changing sites . . . . . . . . . . . . . . . . Removing site records . . . . . . . . . . . . Creating and Maintaining Contact Information . Adding contacts . . . . . . . . . . . . . . . Setting a default contact . . . . . . . . . . . Changing contact information . . . . . . . Removing contacts . . . . . . . . . . . . . Managing Rep Assignments . . . . . . . . . . . Assigning reps to a site . . . . . . . . . . . Removing rep assignments . . . . . . . . . Setting a default rep for a site . . . . . . . . Filtering the rep list . . . . . . . . . . . . . Manufacturer/Chain Region Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 3-2 3-3 3-3 3-3 3-4 3-4 3-6 3-7 3-8 3-8 3-9 3-9 3-10 3-10 3-10 3-11 3-11 3-12 3-13 3-13 3-14 3-14 3-15 3-15 3-16 3-17 3-17
Contents
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Rep Manager
Chapter 4
Overview . . . . . . . . . . . . . . . The Rep Manager Window . . . . . Module tool bar action buttons Rep list . . . . . . . . . . . . . Filtering the rep list . . . . General tab . . . . . . . . . . . Details tab . . . . . . . . . . . . Sites Assigned to Rep tab . . . . Calls Assigned to Rep tab . . . . Changing Rep Records . . . . . . . . Removing Reps. . . . . . . . . . . . Managing Site Assignments . . . . . Assigning sites . . . . . . . . . Unassigning sites . . . . . . . . Assigning default reps . . . . . Managing Call Assignments . . . . . Filtering the call list . . . . . . . Changing call details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 4-1 4-2 4-3 4-3 4-5 4-6 4-7 4-7 4-7 4-8 4-8 4-8 4-9 4-10 4-10 4-11 4-11
Product Manager
Chapter 5
Overview . . . . . . . . . . . . . . . . . . . . . . . . The Product Manager Window . . . . . . . . . . . . Module tool bar action buttons . . . . . . . . . Products tab . . . . . . . . . . . . . . . . . Product Sets tab . . . . . . . . . . . . . . . Products tab . . . . . . . . . . . . . . . . . . . . Product list . . . . . . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . Chain Attributes tab . . . . . . . . . . . . . Site Attributes tab . . . . . . . . . . . . . . Assigned tab . . . . . . . . . . . . . . . . . Product Sets tab . . . . . . . . . . . . . . . . . . Managing Products. . . . . . . . . . . . . . . . . . . Adding products . . . . . . . . . . . . . . . . . Changing products . . . . . . . . . . . . . . . . Removing products . . . . . . . . . . . . . . . . Managing Products Sets . . . . . . . . . . . . . . . . Adding products sets . . . . . . . . . . . . . . . Changing products sets . . . . . . . . . . . . . . Removing products sets . . . . . . . . . . . . . Assigning Products to Chains, Sites, and Product Sets Adding products to chains . . . . . . . . . . . . Assigning products to sites . . . . . . . . . . . . Assigning products to product sets . . . . . . . Using Filters . . . . . . . . . . . . . . . . . . . . . . Filter By FormProducts tab . . . . . . . . . . . Filtering by sites . . . . . . . . . . . . . . . Removing filters . . . . . . . . . . . . . . . Filter by ProductProduct Set tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 5-1 5-2 5-2 5-3 5-4 5-4 5-5 5-5 5-6 5-6 5-7 5-7 5-8 5-9 5-9 5-10 5-10 5-11 5-12 5-12 5-12 5-14 5-15 5-15 5-16 5-17 5-18 5-18
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Contents
Chapter 6
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The Call Report Builder window . . . . . . . . . . . . . . . . . . Additions to the menu bar . . . . . . . . . . . . . . . . . . . View menu . . . . . . . . . . . . . . . . . . . . . . . . . Call Report Builder menu . . . . . . . . . . . . . . . . . Panes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call reports pane . . . . . . . . . . . . . . . . . . . . . . Forms pane . . . . . . . . . . . . . . . . . . . . . . . . . Contents pane . . . . . . . . . . . . . . . . . . . . . . . . Module tool bar action buttons . . . . . . . . . . . . . . . . . Understanding Call Reports . . . . . . . . . . . . . . . . . . . . . Call report forms . . . . . . . . . . . . . . . . . . . . . . . . Survey form . . . . . . . . . . . . . . . . . . . . . . . . . Grid form . . . . . . . . . . . . . . . . . . . . . . . . . . Late-binding grid form . . . . . . . . . . . . . . . . . . . Instructions form . . . . . . . . . . . . . . . . . . . . . . Call report specification workflow . . . . . . . . . . . . . . . Step 1 - Create the call report record . . . . . . . . . . . Step 2 Assess users and question types . . . . . . . . . Step 3 - Create the forms . . . . . . . . . . . . . . . . . . Step 4 Prepare the call report for deployment . . . . . . Building Call Reports . . . . . . . . . . . . . . . . . . . . . . . . . Creating the call report record . . . . . . . . . . . . . . . . . About using scripts with call reports . . . . . . . . . . . . . . If you distribute call reports to multiple client types . . . About scripting IDs . . . . . . . . . . . . . . . . . . . . . Attaching scripts to call reports . . . . . . . . . . . . . . Inserting survey forms . . . . . . . . . . . . . . . . . . . . . Inserting grid forms . . . . . . . . . . . . . . . . . . . . . . . Inserting a standard grid form . . . . . . . . . . . . . . . Inserting a late-binding grid form . . . . . . . . . . . . . Inserting instructions forms . . . . . . . . . . . . . . . . . . . Copying existing forms . . . . . . . . . . . . . . . . . . . . . Adding Products, Questions, and Instructions to Forms . . . . . . Adding questions to survey forms . . . . . . . . . . . . . . . Adding IVR-enabled questions to survey forms . . . . . Adding audio to an IVR-enabled question . . . . . . . . Adding questions and products to grid forms . . . . . . . . . Adding questions . . . . . . . . . . . . . . . . . . . . . . Adding products . . . . . . . . . . . . . . . . . . . . . . Adding questions and product sets to late-binding grid forms Adding questions to late-binding grid forms . . . . . . . Adding product sets to late-binding grid forms . . . . . . Adjusting grid form display properties . . . . . . . . . . . . . Adjusting grid display propertiesan overview . . . . . . Extending grids with display-only information . . . . . . Adding content to instructions forms . . . . . . . . . . . . . Changing questions, products, and instructions in forms. . . . . . Changing survey form questions . . . . . . . . . . . . . . . . Changing survey question content . . . . . . . . . . . . . Changing survey question order . . . . . . . . . . . . . . Marking survey questions as required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 6-2 6-3 6-3 6-3 6-4 6-4 6-5 6-5 6-6 6-7 6-7 6-7 6-7 6-7 6-8 6-8 6-8 6-8 6-8 6-8 6-9 6-9 6-10 6-10 6-10 6-11 6-12 6-13 6-13 6-13 6-14 6-15 6-16 6-16 6-17 6-18 6-18 6-18 6-19 6-21 6-21 6-21 6-22 6-22 6-23 6-27 6-29 6-29 6-29 6-29 6-29
Contents
Changing grid form questions . . . . . . . . . . Changing grid question content . . . . . . . Changing grid question order . . . . . . . . Marking grid questions as required . . . . . Changing grid form products . . . . . . . . . . Changing grid product order . . . . . . . . Marking grid products as required . . . . . Changing instructions form content . . . . . . . Removing instructions forms . . . . . . . . . . . Removing questions and products . . . . . . . . Exploring Question Types . . . . . . . . . . . . . . . Question types . . . . . . . . . . . . . . . . Choice type . . . . . . . . . . . . . . . . . . . . Adding choices . . . . . . . . . . . . . . . . Manually adding choices . . . . . . . . . . Selecting from the Available Choice Sets list Changing choices . . . . . . . . . . . . . . . Removing choices . . . . . . . . . . . . . . Adding choice sets . . . . . . . . . . . . . . Adding choice sets from the Question dialog Changing and removing choice sets . . . . . Currency type . . . . . . . . . . . . . . . . . . . Specifying a currency type question . . . . . Extending the Currency Code list . . . . . . Date type . . . . . . . . . . . . . . . . . . . . . DateTime type . . . . . . . . . . . . . . . . . . . Decimal(Short) type . . . . . . . . . . . . . . . . Image type . . . . . . . . . . . . . . . . . . . . Integer type . . . . . . . . . . . . . . . . . . . . Separator type . . . . . . . . . . . . . . . . . . . Adding survey form question separators . . Adding grid form product separators . . . . Text type . . . . . . . . . . . . . . . . . . . . . Text(Short) type . . . . . . . . . . . . . . . . . . Time type . . . . . . . . . . . . . . . . . . . . . Managing Libraries. . . . . . . . . . . . . . . . . . . Question library . . . . . . . . . . . . . . . . . . Choice set library . . . . . . . . . . . . . . . . . Viewing Call Reports . . . . . . . . . . . . . . . . . . Viewing previous call report versions . . . . . . Changing Call Reports . . . . . . . . . . . . . . . . . Making new call report versions . . . . . . Duplicating call reports . . . . . . . . . . . . . . Changing call report properties . . . . . . . . . Removing call reports . . . . . . . . . . . . . . Changing forms . . . . . . . . . . . . . . . . . . Setting form order . . . . . . . . . . . . . . . . Preparing Call Reports for Deployment . . . . . . . .
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6-30 6-30 6-30 6-30 6-31 6-31 6-31 6-31 6-32 6-32 6-32 6-33 6-34 6-35 6-35 6-35 6-36 6-36 6-36 6-37 6-37 6-37 6-38 6-39 6-40 6-41 6-41 6-43 6-43 6-45 6-45 6-45 6-46 6-46 6-47 6-48 6-48 6-49 6-52 6-52 6-53 6-53 6-54 6-54 6-55 6-55 6-55 6-56
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Contents
Call Scheduler
Chapter 7
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Call Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . Concepts You Need to Understand . . . . . . . . . . . . . . . . . . . . Call report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Project . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Project template . . . . . . . . . . . . . . . . . . . . . . . . . . Campaign . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Ways to Schedule Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . Standard scheduling projects . . . . . . . . . . . . . . . . . . . Rule-based scheduling projects . . . . . . . . . . . . . . . . . Self-scheduling projects . . . . . . . . . . . . . . . . . . . . . Broadcast scheduling projects . . . . . . . . . . . . . . . . . . Creating calls manually . . . . . . . . . . . . . . . . . . . . . . Moving calls between projects . . . . . . . . . . . . . . . . . . Starting Call Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . If Call Scheduler wont start . . . . . . . . . . . . . . . . . . . The Call Scheduler window . . . . . . . . . . . . . . . . . . . . . . Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Scheduler frame and command bar . . . . . . . . . . . . . . . Campaign-project tree . . . . . . . . . . . . . . . . . . . . . . Campaign Manager . . . . . . . . . . . . . . . . . . . . . . . . Call Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . Managing Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . Opening Campaign Manager . . . . . . . . . . . . . . . . . . . . . Adding campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing campaigns . . . . . . . . . . . . . . . . . . . . . . . . . Extending campaign, project, and call end dates . . . . . . . . . . Adjusting end dates for rule-based and standard scheduling projects . . . . . . . . . . . . . . . . . . . . . . . . . . Adjusting end dates for broadcast and self-scheduling projects How to adjust campaign and project end dates . . . . . . . . . Removing campaigns . . . . . . . . . . . . . . . . . . . . . . . . . Managing Projects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding project types and scheduling types . . . . . . . . . Project types . . . . . . . . . . . . . . . . . . . . . . . . . . . . Scheduling types . . . . . . . . . . . . . . . . . . . . . . . . . Immediate vs. background scheduling . . . . . . . . . . . . . . . . Viewing Project Details . . . . . . . . . . . . . . . . . . . . . . . . Project status . . . . . . . . . . . . . . . . . . . . . . . . . . . Project statistics . . . . . . . . . . . . . . . . . . . . . . . . . . Adding standard or rule-based scheduling projects . . . . . . . . . Selecting sites and reps in standard scheduling projects . . . . . . . . . Defining site/rep selection criteria in rule-based scheduling . . . . Explicit site selection . . . . . . . . . . . . . . . . . . . . . . . Dynamic site selection . . . . . . . . . . . . . . . . . . . . . . Dynamic rep selection . . . . . . . . . . . . . . . . . . . . . . Adding advanced rules . . . . . . . . . . . . . . . . . . . . . . Text-based attributes that accept wildcards . . . . . . . . . . . Previewing results for dynamic site or rep selection . . . . . . Adding a self-scheduling project . . . . . . . . . . . . . . . . . . . Enabling self-scheduling projects . . . . . . . . . . . . . . . . Creating a self-scheduling project . . . . . . . . . . . . . . . . Adding a broadcast scheduling project . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 7-1 7-2 7-2 7-2 7-2 7-2 7-3 7-4 7-4 7-5 7-5 7-6 7-6 7-6 7-7 7-7 7-8 7-8 7-8 7-8 7-9 7-10 7-12 7-12 7-13 7-14 7-14 7-15 7-15 7-16 7-16 7-17 7-18 7-18 7-19 7-19 7-20 7-21 7-21 7-21 7-28 7-30 7-30 7-31 7-32 7-33 7-34 7-35 7-35 7-35 7-37 7-40
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Changing projects . . . . . . . . . . . . . . . . . . . . . . About changing project end dates . . . . . . . . . . . Ways to change projects . . . . . . . . . . . . . . . . Removing projects . . . . . . . . . . . . . . . . . . . . . Managing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing and filtering the call list . . . . . . . . . . . . . . Viewing calls for a selected project . . . . . . . . . . Viewing all calls regardless of campaign . . . . . . . Interpreting call status . . . . . . . . . . . . . . . . . . . Viewing call details . . . . . . . . . . . . . . . . . . . . . Adding calls manually . . . . . . . . . . . . . . . . . . . Moving calls between projects . . . . . . . . . . . . . . . Changing calls . . . . . . . . . . . . . . . . . . . . . . . . Removing calls . . . . . . . . . . . . . . . . . . . . . . . Managing Exceptions . . . . . . . . . . . . . . . . . . . . . . Exception types . . . . . . . . . . . . . . . . . . . . . Exception status . . . . . . . . . . . . . . . . . . . . Viewing and filtering the exception list for a project . . . Viewing exception details . . . . . . . . . . . . . . . . . Handling exceptions manually . . . . . . . . . . . . . . . Ignoring exceptions . . . . . . . . . . . . . . . . . . Removing exceptions . . . . . . . . . . . . . . . . . Handling exceptions using automatic verification . . . . Preparing for automatic verification . . . . . . . . . . What happens when you run automatic verification Enabling automatic exception verification . . . . . . Initiating automatic exception verification . . . . . .
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7-41 7-41 7-41 7-42 7-42 7-42 7-42 7-45 7-46 7-47 7-47 7-48 7-49 7-50 7-50 7-51 7-52 7-53 7-55 7-55 7-55 7-56 7-56 7-57 7-57 7-58 7-58
Promotion Manager
Chapter 8
Overview . . . . . . . . . . . . . . . The Promotion Manager Window . . Module tool bar action buttons Chain Promotion tab . . . . . . Site Promotion tab . . . . . . . Chain Promotions . . . . . . . . . . Site Promotions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 8-1 8-2 8-3 8-4 8-5 8-5
Sync Manager
Chapter 9
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . How site update synchronization works . . . . . . . About adding new sites for self-scheduling calls . . How matching works . . . . . . . . . . . . . . If FDM doesnt find a matching site . . . . . . . The Sync Manager Window . . . . . . . . . . . . . . . Module tool bar action buttons . . . . . . . . . . . Sites tab . . . . . . . . . . . . . . . . . . . . . . . . Outlet table . . . . . . . . . . . . . . . . . . . . Contacts tab . . . . . . . . . . . . . . . . . . . . . . Contact table . . . . . . . . . . . . . . . . . . . Managing Change Requests . . . . . . . . . . . . . . . . Accepting change requests . . . . . . . . . . . . . . Editing change requests . . . . . . . . . . . . . . . Discarding change requests . . . . . . . . . . . . . Manually matching a new site with an existing one . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1 9-1 9-2 9-2 9-2 9-3 9-3 9-4 9-5 9-6 9-7 9-7 9-7 9-8 9-8 9-8
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Contents
Import Manager
Chapter 10
Overview . . . . . . . . . . . . . . . . . . Using Import Manager to Run an Import . Setting Up the Import File . . . . . . . . . General formatting rules . . . . . . . Validation rules . . . . . . . . . . . . Action field . . . . . . . . . . . . . . File format requirements . . . . . . . Rep Permission Group . . . . . . Rep . . . . . . . . . . . . . . . . Site . . . . . . . . . . . . . . . . . Contact . . . . . . . . . . . . . . Call . . . . . . . . . . . . . . . . Outlet region . . . . . . . . . . . Product . . . . . . . . . . . . . . ProductSet . . . . . . . . . . . . . ProductChainAttribute . . . . . . ProductSiteAttribute . . . . . . . ChainPromotion . . . . . . . . . SitePromotion . . . . . . . . . . . Using the SAImport Command Line Utility Import Log . . . . . . . . . . . . . . . . . Sample Import File Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1 10-1 10-3 10-3 10-4 10-4 10-4 10-5 10-5 10-7 10-9 10-10 10-11 10-12 10-13 10-14 10-14 10-15 10-16 10-16 10-19 10-19
Chapter 11
Overview . . . . . . . . . . . . . . . . . . . Using Export Profile Manager . . . . . . . . The Export Profile Manager Window . . Module tool bar action buttons . . . . . Export profile list . . . . . . . . . . . . Sorting the export profile list . . . . Managing Export Profiles. . . . . . . . . . . Changing Export Profiles . . . . . . . . . . . Duplicating Export Profiles . . . . . . . . . . Removing Export Profiles and Data Files Generating an Export Data File . . . . . . . Using the SAExport Command Line Utility . Export Log. . . . . . . . . . . . . . . . . . . Sample export file log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-1 11-1 11-2 11-2 11-3 11-3 11-3 11-21 11-21 11-22 11-22 11-23 11-25 11-26
Chapter 12
Overview . . . . . . . . . . . . . Managing the Manufacturers List Managing the Chains List . . . . Customizing Nomenclature . . . Customizing Field Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-1 12-1 12-3 12-5 12-6
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ix
Appendix A
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Administration using FDM PC WebClient . . . . . . . . . Considerations when using FDM PC WebClient for call management . . . . . . . . . . . . . . . . . . . Logging into FDM PC WebClient . . . . . . . . . . . . . . . . . Approving Calls . . . . . . . . . . . . . . . . . . . . . . . . . . About the call approval process . . . . . . . . . . . . . . . Enabling call approval . . . . . . . . . . . . . . . . . . . . In Thinque Management Console . . . . . . . . . . . . In FDM Desktop . . . . . . . . . . . . . . . . . . . . . Opening the Calls Pending Approval screen . . . . . . . . Ways to approve calls . . . . . . . . . . . . . . . . . . . . Approving calls without changes . . . . . . . . . . . . Approving calls with changes . . . . . . . . . . . . . . Filtering the call list . . . . . . . . . . . . . . . . . . . . . . Reverting to the original call list . . . . . . . . . . . . . Editing Completed Calls . . . . . . . . . . . . . . . . . . . . . . Who can edit calls . . . . . . . . . . . . . . . . . . . . . . Enabling call editing . . . . . . . . . . . . . . . . . . . . . In Thinque Management Console . . . . . . . . . . . . In FDM Desktop . . . . . . . . . . . . . . . . . . . . . Calls eligible for editing . . . . . . . . . . . . . . . . . . . How to edit calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1 . . . . . A-1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2 A-2 A-3 A-3 A-4 A-4 A-5 A-6 A-6 A-6 A-7 A-8 A-9 A-10 A-10 A-11 A-11 A-12 A-12 A-13
. . . . . . . . . . . . . . . . . . The FDM Scan-and-Search Feature . . . . . . Enabling Scan-and-Search (Default Behavior) Customizing Scan Behavior for Chains . . . . The scan.txt file . . . . . . . . . . . . . . Distributing scan settings . . . . . . . . .
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Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index-1
Contents
Preface
This guide also includes addenda that explain how to perform special administrative functions using tools other than FDM Desktop to: manage call reports once field reps have completed and uploaded them (using FDM PC WebClient) customize scan-and-search behavior on handheld devices (using initialization files)
This guide assumes the reader is familiar with Windows 2000. This guide also assumes FDM Desktop and FDM PC WebClient have already been installed, and that users with appropriate administrative privilege have been set up using Thinque Management Console.
FDM Desktop is the tool that allows you to model and administer business applications for your enterprise. Using FDM Desktop, you can specify reps, sites, products, regions, and promotions, and build relationships between them to create the business model. With this information, you can create call reports, and then schedule and deploy calls to designated field reps.
xii
How it works
The figure on the following page illustrates the major FDM system components and how they relate conceptually.
Server components
ThinqComm manages communications between field reps and the MSP server, which includes the interchange of data between handheld- and Web browserbased FDM field clients and: the MSP system database that contains licensing and user information, and the MSP application database that contains the business model, call reports, call schedules, and corresponding field data supplied by reps.
MSP Interactive Voice Response (IVR) Server manages data collection using voicebased surveys conducted over the telephone. As with call reports managed by ThinqComm, the MSP IVR Server uses the MSP application database to extract survey content and to store answers received from the field.
Note FDM PC WebClient also supports special administrative functions to manage completed calls. Access to these functions are restricted to users with appropriate privilege. Telephone (IVR) allows field reps to respond to IVR-enabled calls using standard telephones to dial in responses. As with information provided by way of handheld devices, the dialed-in information is immediately available to business analysts.
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Telephone
Laptop computer
Download call reports, complete surveys and forms, and then upload responses
ThinqComm
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xv
products into named sets you can attach to a call report and then dynamically update during call scheduling. Chapter 8, Promotion Manager, which explains how to specify promotions running at specific sites and chains. Chapter 12, FDM Desktop Tools, which explains how to specify chains and manufacturers relevant to your enterprise.
Managing completed calls and other data received from the field
Chapter 9, Sync Manager, which explains how to process change requests received from the field for customer site information. Appendix A, Managing Completed Calls using FDM PC WebClient, which explains how users with administrative privilege can review, approve, and edit calls completed by field reps. These capabilities are available in FDM PC WebClient only, not FDM Desktop.
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Typographical Conventions
This guide adheres to these typographical conventions.
This notation...
monospace font
Means this...
Any of the following, depending on context: Commands or text typed at the keyboard Source code One of the following, depending on context: Emphasis Book, chapter, or heading cross-references Parameter placeholder, for example, in command and programming language syntax; the user needs to substitute a value A specific key on the keyboard. The plus (+) symbol between key symbols means you need to press keys concurrently. Tip providing advice like best-practice methods or shortcuts.
Example
In the Show Severity Level text box, type WARNINGS. Generic calls function as call templates that you can use to... To run an import, type:
saimport file_name
italic
To optimize performance...
Caution or discussion of particular importance. Typically conveys higher precedence than a note.
{input_value}
input_value{, input_value}*
Related Documentation
xvii
Related Documentation
Documentation for FDM is available in PDF format.
This book... Explains this... Documents available on the installation CD only (\Docs folder)
FDM Installation and Configuration Installation and configuration for FDM handheld devices, FDM PC WebClient, and MSP server components
Installed documents (also available on the installation CD) For MSP server components
FDM Desktop Users Guide TMC Administrators Guide How to implement a basic FDM business application, create call reports, and schedule calls for distribution to your field reps. How to use TMC to: administer and troubleshoot ThinqComm server-side resources create FDM Desktop and field users, set user permissions, and authorize special FDM activities define software and file distribution
2 3
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Related Documentation
Chapter 1
Getting Started
Overview
This chapter introduces MSP Field Data Module (FDM) Desktop, which allows you to set up your business applications and distribute calls to field reps. Topics include: Overview of what you need to do to become operational, which includes setting up FDM user accounts and creating business applications Starting FDM Desktop Moving around the desktop Using common desktop functions like the filter and calendar features.
This chapter assumes you are familiar with the introductory information in Overview of Field Data Module in the preface.
Specify reps, sites, regions, products... Relate reps, sites, regions, products... Create, schedule, and distribute call reports
1-2
Do this...
On the Attributes tab in the User Properties dialog box: Check the Is Field User box. The Is Field User check box determines whether a user appears in the rep list when running Rep Manager (and other modules) in FDM Desktop. If the rep uses a handheld device, check the Has Device box; if the rep uses the FDM PC WebClient, check the Is Web User box. If the rep uses the FDM PC WebClient, under Permissions Manager, click Permissions Groups. Then right-click the Web Client User Group and click Properties. On the Users tab, add the rep to the Users Available list. Under Permissions Manager in the console tree, click Permissions Groups. Right-click the Administrator Group and then click Properties. On the Users tab, add the user to the Users Available list.
Set up an FDM Desktop user with full access rights; as administrator, this user can set up the business model, create call reports, deploy calls to field reps, and change FDM Desktop nomenclature and dialog box labels Set up an FDM Desktop user who is limited to creating call reports and deploying calls
Under Permissions Manager in the console tree, click Permissions Groups. Right-click the Call Administrator Group and then click Properties. On the Users tab, add the user to the Users Available list.
1-3
Business Model
(building blocks) Define region hierarchy
Define sites
Business Application
Construct call reports
Note When you set up the business model, you can populate the MSP application database either manually, using the appropriate FDM Desktop module (for example, Product Manager) or using Import Manager to import data from your legacy systems.
1-4
Other tasks
In addition to the tasks shown in the workflow, FDM Desktop provides features to integrate promotions, manufacturers, and chains; you can find out more about these in Chapter 8, Promotion Manager and Chapter 12, FDM Desktop Tools, respectively.
3 4
In the Password text box, enter a valid password. If you are connecting to the MSP server remotely using a dial-up connection, check the Dial-up Connection box. If you are connecting to the application server directly, leave the check box clear. Click OK. This starts FDM Desktop.
If you enter an invalid user name or password, FDM displays a message box describing the problem. Check with your FDM administrator about setting up a valid user account.
1-5
action button
status bar
workspace
Title bar
The title bar displays the application name and the name of the active module.
Menu bar
The menus in FDM Desktop vary according to the active module. The standard commands are described in this section. Module-specific menus are described in the appropriate chapter describing the module.
1-6
File menu
The nomenclature on the File menu varies according to the active module. The functionality, however, is the same for all modules.
Use this command...
New Close Save Save and Add Cancel Changes Exit
To do this...
Create a new record in the active module. Close the active window. Save the active record. Save the active record and create a new blank record. Discard any changes made to the active record after the last save. Close all open windows and quits the application.
Edit menu
The Edit menu offers access to commonly used editing options such as cut, copy, and paste.
Use this command...
Cut
To do this... Cut the selected item to the clipboard. Copy the selected item to the clipboard. Paste copied item from the clipboard. Remove the selected item.
View menu
There are several variations of the View menu, depending on the active module.
Use this command...
Filter by Form Remove Filter Apply Filter Clear Fields Cancel (Filter)
To do this...
Display the filter buttons (this item varies according to active module). Remove filter settings (this item varies according to active module). Apply filter settings, when filter buttons are available (this item varies according to active module). Clear filter fields (this item varies according to active module). Cancel current (filter) action (this item varies according to active module).
1-7
To do this...
Display the following submenu (Call Report Builder only): View By Name. View call reports by their name. View By Manufacturer. View call reports by their manufacturer. View By Owner. View call reports by their owner. Show Previous Versions. View all versions of call reports. Properties. Display call report properties. When selected, displays tool bar (at the top of the window). When selected, displays the module tool bar (along the left side of the window). Display filter criteria and item list quantity (at the bottom of the window). Update the data in the active window.
Go menu
The options available from the Go menu vary according to user permissions set up in TMC.
Use this command...
Rep Manager Site Manager Call Report Builder Call Scheduler Product Manager Export Profile Manager Sync Manager Region Manager Promotion Manager Import
1-8
Tools menu
The Tools menu provides access to the following: application features that allow you to specify manufacturers and chains for your business model FDM administration features to customize the FDM Desktop user interface
Use this command...
Manufacturers
To do this...
Display the Manufacturers dialog box that allows you to add, change, and remove entries in your list of manufacturers. Display the Chains dialog box that allows you to add, change, and remove entries in your list of chains. Display the Nomenclature Items dialog box that allows you to customize the names of objects referred to in the FDM Desktop (such as module names). Display the Field Labels dialog box that allows you to customize the name of fields appearing in FDM Desktop dialog boxes.
Window menu
Use the Window menu to organize any open windows as follows: The Cascade command arranges open module windows for easy accessibility. Additional commands numerically identify the open module windows (Rep Manager, Site Manager, and so on). The active module is checked. You can switch to another open window by selecting the window you want to display.
Help menu
The Help menu provides access to the following: The MSP Help option, which opens PDF versions of the chapters in this guide. To view these files, make sure you have installed Adobe Acrobat Reader. The About FDM option, which displays FDM Desktop version information.
To do this...
Create a new version of a locked call report. Display a submenu for selecting a new Form, Question, or Product to be inserted into a call report. Duplicate the selected call report (with a new version number). Add the selected question to the Question Library. Display the Question Library.
1-9
Status bar
General status information and system messages display on the status bar, located along the bottom of the application window.
Workspace
Individual FDM Desktop modules open and display in the workspace. You can open more than one module at a time and change the module windows size.
Module window
Each module opens in a separate window within the workspace. You can open more than one module at a time.
shortcut buttons
action buttons
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Chapter 3, Site Manager. Use Site Manager to create and maintain detailed records for the customer sites/stores your representatives visit. Chapter 4, Rep Manager. Use Rep Manager to specify details for the field representatives previously set up using TMC. You can also filter the rep list and view assigned call reports. Chapter 5, Product Manager. Use Product Manager to create a database of your companys products as individual items and as sets. Chapter 6, Call Report Builder. Use Call Report Builder to create call reports that include questionnaires and product spreadsheets your field reps need to fill out. Chapter 7, Call Scheduler. Use Call Scheduler to schedule and deploy calls to field reps. Chapter 8, Promotion Manager. Use Promotions Manager to identify products or product sets scheduled for promotion during a given time period. This information is available to field reps and is useful when completing call reports. Chapter 9, Sync Manager. Use Sync Manager to approve or reject changes to site records submitted by field reps. Chapter 10, Import Manager. Use Import Manager to load legacy data into the MSP application database managed by FDM Desktop. Chapter 11, Export Profile Manager. Use Export Manager to extract completed call report data for further analysis.
Note Chapter 12, FDM Desktop Tools describes additional features available from the Tools menu. These features allow you to specify manufacturers and chains for your business model and to customize the FDM Desktop user interface.
Using filters
FDM provides filtering options in each module to help you quickly locate and display the information you are looking for. Using the filter, you can enter search and retrieval criteria and thus restrict the results set. For example, when looking for user records, you might want to restrict the user list to users with the last name Smith. Each module chapter includes filtering details. However, some basic filtering options apply to all modules.
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Wildcards
Wildcards are keyboard characters that you can use to represent zero or many characters when specifying filter criteria. In FDM, the asterisk (*) represents zero or more characters, and the underscore (_) represents a single character.
Entering dates
When engaged in tasks such as call scheduling, you need to enter date values to specify when to start activities, deadlines, and so on. You can either type the date into the field provided, or you can use the calendar function.
Click OK to save the specified date setting and close the window or click Cancel to discard changes.
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Click Yes to close all open windows and exit the application.
Chapter 2
Region Manager
Overview
This chapter describes how to use the Region Manager module in the MSP Field Data Module (FDM) Desktop to define the hierarchical structure of your business organization. Topics in this chapter include how to: Create and maintain your business default organizational hierarchy; you will use this hierarchy to define the relationship of sites (customers) and reps to regions so that Call Scheduler can generate and deploy calls appropriately Create and maintain alternate hierarchies for chains and manufacturers; these hierarchies provide text descriptions used in reports View hierarchy alignment exceptions so you can fix discrepancies between rep and site region assignments
Note Though this module is typically used to establish geographical structure for a business, hierarchies are not restricted to regional designations. You can specify the hierarchy in any way that appropriately represents the aspect of your business you want to model. However, to simplify the following discussion, this chapter refers to nodes in the hierarchy as regions.
2-2
tabs
Save the selected region set information and add a new set.
2-3
Region tab
Use the Region tab to display, define, and maintain hierarchies. You can add new regions, change existing regions, and adjust the hierarchical structure.
edit region name move region down within the current level
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Exceptions tab
For the [DEFAULT] region set, the Exceptions tab lists conflicts or missing relationships detected between regional and rep assignments. You can use this tab to identify exceptions, and then fix the problem manually using the appropriate FDM Desktop module. Note This tab is not available for alternate chain and manufacturer hierarchies.
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Use the arrow buttons on the Region tab tool bar to adjust the region levels into a hierarchical structure. Click Save Region Set on the module tool bar to save your entries.
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Select the appropriate chain or manufacturer from the list, and then click OK. The new region set appears highlighted in the region set list in the top pane of the Region Manager window. On the Region tab tool bar, click the new region button to add a new node to the hierarchy. This opens the Enter Region Name dialog box. Type in a name for the new node. Click Add to continue adding more nodes; click Done when you are finished creating nodes for this region set.
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Use the arrow buttons on the Region tab tool bar to adjust the region levels. Click Save Region Set on the module tool bar to save your changes, or click Save and Add New Region Set to save your changes and add a new region set.
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Click Save Region Set on the module tool bar to save your changes.
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Repeat steps 2 and 3 until you have assigned names to each level in the regional hierarchy.
Click Save Region Set on the module tool bar to save the set, or click Save and Add Region Set to save changes to the new set and add another set.
Click Save Region Set on the module tool bar to save your changes.
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Note This tab displays exceptions for the [DEFAULT] region set only. FDM Desktop does not track region assignments
Chapter 3
Site Manager
Overview
This chapter describes how to use the Site Manager module of MSP Field Data Module (FDM) Desktop. The Site Manager module maintains information about the customer sites that reps visit to complete calls. This information includes, address, phone numbers, and contact information. Using Site Manager, you can make rep assignments to specific sites. Use Site Manager to perform the following tasks: Create, change, and delete site records Add, change, or view site record details including: General information (e.g., name, address, and phone number) Detailed information specific to the location Name, title, and phone number of contacts at the site Reps currently assigned to the site Manufacturer/chain regions associated with a site Authorized products for the site
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tabs
Information displayed in Site Manager can be gathered from other modules, including Rep Manager and Call Report Builder. Note Depending on the permissions for your user account (set up in the TMC), access to certain components may be limited.
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Save any changes made to the selected site (available only when changes are made to the selected site information).
Save selected site information and add a new site (available only when changes are made to the selected site information).
Cancel any changes made to the selected site (available only when changes are made to the selected site information).
Filter the site list (based on the fields in the Site Details tab). See Filtering the site list on page 3-4.
Remove any filter setting on the site list (available only when a filter has been applied to the site list).
Site list
The site list displays general information about sites including Name, ID, City, State, Postal Code, and Region. When you start Site Manager, FDM Desktop searches the MSP application database for site information and prepares the site list.
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3-5
2 3
Enter the appropriate filter information on the General and/or Details tabs. Use the asterisk (*) or underscore (_) as wildcards, where appropriate. Click Apply Filter.
Filter Applied displays in the Site Manager window title bar when the site
list is filtered.
filtering is removed.
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General tab
The General tab contains site information, including the selected sites name and identification, address, region, chain, and other site-specific information. The details of the selected site are displayed in the General tab. This section describes how to add or change site details. Note The Name field is required. The information on this tab is available to field users during a connection session.
Specify this...
Name of the site. Unique, numeric identification for the site. Secondary identification number, if any. (You can rename this field.) Store code or identifier. (You can rename this field.) Store class or identifier. (You can rename this field.) Store type. (You can rename this field.) In the drop down-list, select one of the following: Regular. Most of the sites you create are regular sites; you assign reps to them. Generic. Create generic sites for generating selfscheduling projects in Call Scheduler (see Adding a self-scheduling project on page 7-35). A generic site defines an association with a region so that any rep assigned to the region receives the call. Note If you select Generic in the drop-down list, be sure to select a region in the Region list. Address type and sites street location or delivery address. Sites city. Sites state. Sites ZIP or postal code. Sites country. Region associated with the site. Chain associated with the site.
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Specify this...
Sites phone number, including area code. Sites fax number, including area code.
Details tab
The Details tab is an extension of the General tab; use it to add further detail to the site record. Making use of FDM Desktops user-definable fields, use this tab to collect specific information about sites serviced by your company.
Specify this...
Sites business hours Sites latitude coordinate. Sites longitude coordinate. Notes or comments. Text that specifies how often this site is visited. An integer that indicates a site rating.
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Contacts tab
The Contacts tab lists the contacts for the site. You can create and change contacts. Once you create contacts, the Set as Default button is available so that you can establish a preferred contact for the site. After you select a default contact, the button label changes to Remove as Default. See Creating and Maintaining Contact Information on page 3-11 for more information.
Note You can assign multiple reps to a single site, but only one default rep for each site.
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Changing sites
To change site details
1 2 3 In the Site Manager window, select a site from the site list. Make the appropriate changes on the associated tabs. Click Save Site on the module tool bar to save the site information.
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Click Yes to delete the selected site. Note If there are any outstanding calls assigned to the site, the calls must be reassigned before the site can be deleted. If you attempt to delete a call without reassigning it, a message box appears; click OK, and see Chapter 7, Call Scheduler for more information.
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This tab lists the contacts first name, last name, title, and phone number. Opening the contact displays additional contact information. All of this information is available to field users when they connect to the MSP server (if authorized to do so, field users can update this information). You can set a contact as the default contact for the selected site. The default contact displays at the top of the Contacts list; an icon appears to the left of the entry.
Adding contacts
You can assign multiple contacts to a site.
Enter the contacts job title, phone number (including the area code), e-mail address, working hours, an any notes or comments in the appropriate text boxes, as necessary. Click OK to save the information, close the window and display the contact in the contacts list. Click Save Site on the module tool bar to save the contact information for this site.
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3-14
Click Save Site on the module tool bar to save the contact information for this site.
Removing contacts
To remove a contact
1 2 On the Contacts tab, select the contact to remove. Click the delete button on the application tool bar to remove the contact (after verification).
Any changes you make to the rep-site assignments are reflected in the Rep Manager module once you open or refresh that module. Note Make sure you save changes so other users can see the updated information.
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4 5
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To remove reps from the Selected Reps pane, select the reps and click Remove, or click Remove All to remove all reps. Click OK to close the Select Reps dialog box. Click Save Site on the module tool bar to save changes, or click Cancel Changes to discard changes.
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Click Save Site on the module tool bar to save the site information
Click Save Site on the module tool bar to save the site information.
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Click Apply Filter. Use the asterisk (*) or underscore (_) as wildcards, where appropriate.
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3-19
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Chapter 4
Rep Manager
Overview
This chapter describes how to use the Rep Manager module in the MSP Field Data Module (FDM) Desktop It allows you to manage detailed profile records for your field personnel, including information such as: name, address, phone numbers, assigned sites, and assigned calls. Using Rep Manager, you can: Add and update detailed information about reps Manage rep site assignments Manage rep call assignments
Note You cannot create reps in FDM Desktop. You must use the Thinque Management Console (TMC) to first create FDM users and then to designate which users are reps. To find out more, see Chapter 1, Getting Started in this book, and consult the TMC Administrators Guide for detailed procedures.
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tabs
Much of the information displayed in Rep Manager is gathered from other modules, including Site Manager and Call Report Builder.
Cancel any changes made (available only when changes are made).
Filter the rep list based on the fields in the Rep Details tab. See Filtering the rep list on page 4-3 for more information.
Remove any filter setting on the rep list (available only when a filter has been applied to the rep list).
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Rep list
The rep list displays summary information about each rep including Last name, First name, Username, User Type, Phone, Postal Code, State, and Region.
There are four tabs in the Rep Manager window: General, Details, Sites Assigned to Rep, and Calls Assigned to Rep.
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2 3
Enter the appropriate filter information on the General and Details tabs. Use the asterisk (*) or underscore (_) as wildcards, where appropriate. Click Apply Filter.
Filter Applied appears in the Rep Manager window title bar when the rep
list is filtered. The filter criteria also appears on the status bar.
filtering is removed.
4-5
General tab
The General tab contains rep information, including the selected reps name, address, phone numbers, region, and supervisory role.
Specify this...
Reps first, middle, and last names If the user is a supervisor. Supervisors name. Reps home address. City, state, and postal code of the reps home address. Reps country of residence. Region the rep is responsible for. Job title of the rep. Reps social security number. Reps identification number. Reps phone number. Reps mobile phone number. Reps fax number. Reps pager number.
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Details tab
The Details tab is an extension of the General tab and is used to add further detail to the rep user account, for example, e-mail address. Making use of FDM Desktops user-definable fields, use this tab to collect information specific to your business operation.
Specify this...
Reps user name. This field is disabled. Reps type, e.g., Administrator, Desktop User, Handheld, or IVR. This field is disabled. Reps e-mail address. Any notes for the rep. Whether the rep is currently an active employee. Select one of the following from the list: None Vacation Sick Terminated Other Whether the rep is currently employed full time. Skill level of the rep. This is compared with the skill level necessary to complete a particular call report. Hire date for the rep. Termination date for the rep. Starting date for the reps vacation. Ending date for the reps vacation.
Full Time Skill Date Hired Date Terminated Vacation Starts Vacation Ends
Note After setting rep details, refresh the rep list (press F5).
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Note You can assign a rep as the default rep for multiple sites, but only one rep can be the default for a specific site. See Assigning default reps on page 4-10 for information.
4-8
Removing Reps
Removing Reps
You cannot remove reps using Rep Manager. Instead, use the TMC; you must have administrator privileges. For more information, consult the TMC Administrators Guide.
Assigning sites
To assign sites to a rep
1 2 Select a rep from the rep list and then click the Sites Assigned to Rep tab. Click the Assign button. The Filter Sites dialog box displays.
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Apply the necessary filters, if any, to limit the Site list, and then click Apply Filter.
In the Assign Sites dialog box, click Filter to limit the site list further, or click Remove Filter to view all the available sites.
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Select the site(s) to assign to the selected rep and then click Add, or click Add All to add all available sites. Click OK to close the Assign Sites dialog box. Click Save Rep to save changes, or click Cancel Changes to discard changes.
Unassigning sites
To unassign sites
1 2 3 Select a rep from the rep list and then click the Sites Assigned to Rep tab. Select the site assignment(s) to remove from the rep, and then click Unassign. Click Save Rep to save changes, or click Cancel Changes to discard changes.
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4-11
Note If you change the download date, you may also need to change the start date.
4-12
Click OK to change the call and return to the Calls Assigned to Rep tab. The tab refreshes to display the updated call information.
Chapter 5
Product Manager
Overview
This chapter describes how to use the Product Manager module of the MSP Field Data Module (FDM) Desktop. Product Manager allows you to maintain detailed product information and to organize products into product sets. You can do the following: Add, change, and remove products Add, change, and remove product sets
5-2
tabs
Products tab
Use this action button... To do this...
Create a new product.
Save product information and add a new product (available only when you make changes).
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To do this...
Cancel any changes you make (available only when you make changes).
Remove any filter setting on the product list (available only when a filter has been applied to the product list).
Save product set information and add a new product set (available only when you make changes).
Cancel any changes you make (available only when you make changes).
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Products tab
Product list
The product list displays summary information about each product. It lists the following: Name, Manufacturer, Part Number UPC, SKU, Size, Weight, Unit, and Category.
When you click the Products tab in the Product Manager window, four tabs display at the bottom of the window: General, Chain Attributes, Site Attributes, and Assigned.
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General tab
The General tab contains product information, including the product name, part number, manufacturer, identification numbers and product specifications.
Specify this...
Name of the product. Part number associated with the product. Products manufacturer. Universal parcel code for the product. Stock-keeping unit for the product. Product category. Weight of the product. Relative or proportionate dimension of the product. Products unit of measure, i.e., each, unit, case, etc.
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Assigned tab
The Assigned tab allows you to add or remove products to and from product sets.
Managing Products
5-7
selected products
available products
The Product Set Name pane, located in the top portion of the tab, displays all product sets. The Selected Products pane, located in the bottom-left corner of the tab, displays the products from within a product set. The Available Products pane, located in the bottom-right corner of the tab, displays products the user can add to a product set.
Managing Products
A product is an item that users audit. Products can be independent of product sets; however, before you can create product sets, you must first add products. Using Product Manager, you can create, change, or remove products from the list of products.
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Managing Products
Adding products
To add a product
1 2 Click New Product on the module tool bar to display the New Product dialog box. Enter the appropriate data on the General tab. See General tab on page 5-5 for more information.
Do the following for the new product, if necessary: Assign chain attributes to this new site. See Adding products to chains on page 5-12 for more information. Assign site attributes to this new site. See Assigning products to sites on page 5-14 for more information. Assign the product to a product set. See Assigning products to product sets on page 5-15 for more information.
Click Save Product to add the product or Save and Add Product to add another product.
Managing Products
5-9
Changing products
To change a product
1 2 Select the appropriate product from the list of products. Change product attributes on the General, Chain Attributes, Site Attributes, and Assigned tabs, if necessary.
Removing products
To remove a product
1 2 3 Select the appropriate product from the product list. On the Assigned tab, remove the selected product sets assigned to the product. Click the delete button, or press the Delete key to remove the product. A message displays prompting you to confirm your actions.
5-10
In the Available Products pane, select the product(s) to add to the new product set. Filter the list of Available Products using the Product Filter button, if necessary, or select a product set from the list. See page 5-18 for more information. If you select a product set from the list, you can view only those products within an existing product set. Click Add to add the selected product(s), or click Add All to add all the products displayed in the Available products pane to the Selected Products pane. Click Remove to remove products, or click Remove All to remove all products from the Selected Products pane. Adjust the following settings for the new product set, if necessary: In the Selected Products group, select a product and click the up and down arrows to arrange the order of the products or product separators in the product set. Click to display the Product Set separator dialog box. A product separator can be used to organize or categorize the products within a set.
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5-11
b c 8
Click OK to save the product set separator. Click to sort ascending the Selected Products list.
Note The sort ascending feature sorts products and product separators alphabetically. Click Save Product Set or Save and Add Product Set to save the new product set, or click Cancel Changes to discard changes.
Click Save Product Set on the module tool bar to save the product set, or click Cancel Changes to discard changes.
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Either select a chain from the list, or click the browse button (...) to display the Select a Chain dialog box.
Select the chain in the list and click Select to return to the Product Attributes (Chain) dialog box.
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Enter the chain ID. Select a Status for the product. An authorized product displays on the client device when the authorized only function for the call report is selected; an unauthorized product does not display. Click OK. Click Save Product on the module tool bar to save changes, or click Cancel Changes to discard changes.
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5-14
To assign a site
1 Click the Site Attributes tab.
2 3
Click New to display the Product Attributes (Site) dialog box. Select a site from the list or click the browse button (...) to display the Filter Sites dialog box. Click Apply Filter and select a site from the Select Site dialog box. See page 5-17 for more information.
4 5
Enter the product ID. Select a Status for the product. An authorized product displays on the client device when the authorized only function for the call report is selected; an unauthorized product does not display. The (Default to Chain) status adds the chain attributes to the site attributes Note Site attributes take precedence over chain attributes. Click OK. Click Save Product to save changes, or click Cancel Changes to discard changes.
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Using Filters
5-15
Using Filters
Filters make managing the product and product set lists easier. Parameters display in each list based on filtering criteria, such as rep name, address, region, and other specific information.
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Using Filters
Enter the appropriate filter information on the General and/or Site/Chain Filter tabs and click Apply Filter. Use the asterisk (*) or underscore (_) as wildcards, where appropriate.
Filter Applied appears in the Product Manager window title bar when the project list is filtered. The filter criteria is also visible on the status bar at the bottom of the module.
Using Filters
5-17
Filtering by sites
To filter by sites
1 2 3 4 On the Products tab, click the Site Attributes tab. Click New to display the Product Attributes (Site) dialog box. Click the browse button (...) to display the Filter Sites dialog box. Enter the appropriate filter information on the General or Details tabs. As an example, on the General tab, select a region from the Region list. Only the sites that belong to the selected region display. Use the asterisk (*) or underscore (_) as wildcard where appropriate.
Click Apply Filter to display the Select Site dialog box, or click Clear Fields to clear any filter criteria, and click Apply Filter to view all the sites.
Click Filter to further define the Available Sites list, or click Remove Filter to display all available sites.
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Using Filters 7 8 9
Click Add to add selected site(s) in the Available Sites pane to the Selected Site pane. Click Remove to move selected site(s) from the Selected Site pane to the Available Sites pane. Click OK to save changes, or click Cancel to discard changes.
Removing filters
To remove filter criteria and list all reps
1 2 3 Click Remove Filter on the module tool bar, or click Filter by Form to replace the product list with filter buttons. Click Clear Fields to clear any filter criteria. Click Apply Filter to view all the reps.
Filter Applied is removed from the Product Manager window title bar when filtering is removed.
To filter products
1 2 From the Product Sets tab, click Product Filter to display the Filter by Product dialog box. Enter the appropriate filter information on the General and/or Site/Chain Filter tabs. As an example, on the General tab, select a manufacturer from the Manufacturer list. Only the products that belong to the selected manufacturer display. Use the asterisk (*) or underscore (_) as wildcards, where appropriate.
Click Apply Filter to filter the Available Products pane; or click Clear Fields and then Apply Filter to clear any filter criteria and view all available products.
Chapter 6
6-2
contents pane
6-3
View menu
Use this command... Current View > View By Name Current View> View By Manufacturer Current View > View By Owner Show Previous Versions
To do this...
View call reports by their name. View call reports by manufacturer. View call reports by owner. Display all versions of call reports; see Making new call report versions on page 6-53 to find out more about versions. View the properties of the selected call report or form.
Properties
To do this...
Make a new version of the selected call report (available only when a call report is locked). Insert a new form into the selected call report. Insert a new question into the selected form. Insert a new product into the selected call report. Make a copy of the selected call report.
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To do this...
Add the selected question to the question library (available when a question is selected); see Question library on page 6-48 to find out more about the question library. Open the question library; see Question library on page 6-48 to find out more about the question library.
Panes
There are three panes in the Call Report Builder window: the call reports pane, the forms pane, and the contents pane. When you select a call report in the call reports pane, corresponding forms display in the forms pane. When you select a form in the forms pane, corresponding questions, products, and instructions display in the contents pane.
forms pane
contents pane
6-5
Forms pane
The forms pane displays the forms contained in the selected call report, and contains a tool bar illustrated here.
move form down show form properties
move form up
Contents pane
The contents pane varies according to the selected form. If you select a survey form, corresponding questions display in this pane. If you select a grid form, either products or questions display in this pane, depending on the Products or Questions folder selected in the forms pane. If you select an instructions form, the corresponding instructional text for the field rep displays in this pane. When you select a survey form or the Questions folder for a grid form, the contents pane contains the tool bar illustrated here.
question required
When you select the Products folder for a grid form, the contents pane contains the tool bar illustrated here.
sort products
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When you select an instructions form, the contents pane contains the tool bar illustrated here.
preview HTML
load file
Save the call report (available only when changes are made).
Cancel any changes made to the selected call report (available only when changes are made).
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Note Handheld devices and the FDM PC WebClient support all call report forms; however, IVR systems support survey forms only.
Survey form
The survey form is a question-and-answer style form, and is useful if the home office wants to obtain statistical data from reps. If you are creating a call report for use in an IVR system, you can only use this type of form.
Grid form
The grid form is a data-entry style form for multiple products, similar to a spreadsheet. The field rep answers each question for each product listed in the grid. For example, you might ask these kinds of questions in a grid form: How many items were on the shelf? How many items were on the POP (Point of Purchase) Display? How many items were in the stockroom?
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accessed by the client, the products associated with the call report are updated accordingly.
Instructions form
The instructions form is an HTML text-based form in which you specify detailed instructions. For example, you might include the following instructions:
Make sure you create 2 POP Displays for the products.
Field reps do not respond to instructions forms. Like the late-binding grid form, you can change an instructions form until the field rep accesses the form.
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Do this...
Replace the default name, New Call Report, with the appropriate name for this call report. Select the manufacturer for this call report from the list, or select the browse button (...) to open the Select a Manufacturer dialog box (described in Chapter 12, FDM Desktop Tools). Select the owner of the call report from the list (field users are not owners of call reports). Select the status of the call report from the list: Editing indicates that the call report is under construction. Ready indicates that the call report is complete and ready for deployment. It can still be changed, if necessary, by changing the status to Editing. If required, select the region to associate with the call report.
Owner Status
Region
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Do this...
Check this box if survey forms in the call report will be used with IVR. Check this box if a signature is required; it automatically adds a Signature form to the call report, with the indicated signature caption (set using the Signature Caption field, described below). Enter the expected amount of time to complete the call report. This field specifies the text that displays under the signature area on client device. Check this box if you want to download a script with this call report. If so, specify the script file to download using the Manage Scripts button. To find out more, see About using scripts with call reports in the next section.
Do one of the following: Click OK to add the call report. This creates the empty call report record. Its version number is one and its status is Editing. Click Cancel to discard changes and close the New Call Report dialog box.
4 5
Add forms to the call report as described in Inserting survey forms on page 6-12. Click the Save Call Report button on the module tool bar regularly to save your work.
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However, if you are creating a form for an existing script, you can overwrite the system-generated ID so that it is in agreement with the script. The ID must be alphanumeric, starting with an alphabetic character; all alphabetic characters must be uppercase.
2 3
Click the Manage Scripts button to display the Manage Scripts dialog box. In the Script Type list, select the type of script to use, depending on the client type: For handheld devices, select Handheld. For FDM PC WebClient, select Web. For telephone access, select IVR.
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To insert the script and view the source code in the Script Text box, do one of the following: Click the Load From File button and browse for the file. Type the script code directly in the box.
If you want to attach a script for a different client type, repeat step 3 and step 4. Call Report Builder will first prompt you to save the changes for the script you just attached. Click Yes, and then proceed to attach the next script.
Click Update Call Report to save the script attachments and close the dialog box.
In the Name box, replace the default value with the name you want to assign to the form.
In the Scripting ID field, FDM Desktop generates and displays a unique ID. This is the ID that you can use later when writing a Visual Basic script that refers to this form. To find out more, see About using scripts with call reports on page 6-10. Click the survey form and click OK. Click Save Call Report on the module tool bar to save changes. Click OK.
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In the Name box, replace the default value with the name you want to assign to the form.
In the Scripting ID field, FDM Desktop generates and displays a unique ID. This is the ID that you can use later when writing a Visual Basic script that refers to this form. To find out more, see About using scripts with call reports on page 6-10. Click the grid form and click OK. Click Save Call Report on the module tool bar to save changes.
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In the Name box, replace the default value with the name you want to assign to the form.
In the Scripting ID field, FDM Desktop generates and displays a unique ID. This is the ID that you can use later when writing a Visual Basic script that refers to this form. To find out more, see About using scripts with call reports on page 6-10. Select the late-binding grid form and click OK.
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In the Name box, replace the default value with the name you want to assign to the form. In the Scripting ID field, FDM Desktop generates and displays a unique ID. This is the ID that you can use later when writing a Visual Basic script that refers to this form. To find out more, see About using scripts with call reports on page 6-10.
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Select the instructions form and click OK. Click Save Call Report to save changes.
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Check the Show All Versions box to view all versions of call report. Clear the Show All Versions box to view only the most recent versions of call report. Select the call report. Click OK to save changes and close the dialog box, or click Cancel to discard changes and close the dialog box.
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Click a form.
Select the type of answer for this question and fill in the remaining fields according to the instructions in Exploring Question Types on page 6-32.
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Click Add to save the question to the selected form and keep the Question dialog box open. If you click Done before Add, a message box will appear, asking you if you want to save the current question. Click Yes to save the question; click No to discard the question.
6 7
Click Done after adding the last question to the selected survey form and to close the Question dialog box. In the confirmation message box that appears, click Yes.
7 8 9
Fill in the remaining fields for the specific question type according to the instructions in Exploring Question Types on page 6-32. Attach a recording of the question text according to the instructions in Adding audio to an IVR-enabled question on page 6-18. Click Add to save the question to the selected form and keep the Question dialog box open. If you click Done before Add, a dialog box will appear asking you if you want to save the current question. Click Yes to save the question; click No to discard the question.
10 Click Done after adding the last question to the selected survey form and to close the Question dialog box. 11 In the confirmation message box that appears, click Yes.
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2 3 4
Browse to the location of the pre-recorded sound file. Select the pre-recorded sound file. Click Open.
Adding questions
To add questions to a grid form
1 2 In the contents pane, select the grid form you want to add questions to. Click insert new question button on the tool bar to display a Question dialog box.
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4 5 6
Select the type of answer for this question and fill in the remaining fields according to the instructions in Exploring Question Types on page 6-32. Click Add to save a question to the selected form and keep the Question dialog box open. Click Done after adding the last question to the selected grid form and to close the Question dialog box.
Adding products
To add products to a grid form
You can insert products in a grid form only if you have already created product records using the Product Manager. See Chapter 5, Product Manager for more information regarding creating and managing product sets. Note Using the standard grid form, once products are assigned to the call report, and the call report is saved and scheduled for deployment, you cannot change the products associated with the grid. For dynamic binding of products, use a late-binding grid form instead. 1 2 3 Select the Products folder for the appropriate form. In the contents pane, click Show/Hide Available Products, Select a product set from the drop-down list Select All to display all products, if products set are not available. Click Product Filter to display the Filter by Product dialog box. , on the tool bar. To display products in the Available Products pane, do one of the following:
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Enter the appropriate filter information on the General and/or Site/Chain tabs and click Apply Filter. Use the asterisk (*) or underscore (_) as wildcards, where appropriate.
After the appropriate products are in the Available Products list, select the product(s), and click Add or Add All to add the products to the Assigned Products group.
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To remove products, select the product(s) and click Remove or Remove All to remove the products from the Assigned Products group. To add a separator, see the Adding grid form product separators on page 6-45. Click the Show/Hide Available Products on the tool bar.
4 5
Select the type of answer for this question and fill in the remaining fields according to the instructions in Exploring Question Types on page 6-32. Click Done after adding the last question to the selected grid form and to close the Question dialog box.
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Check the Show Authorized Products Only box to show only products authorized for the current site. Clear this box to show both authorized and unauthorized products.
If you want to extend the grid with display-only product attributes, click the add new extension button, . This opens the Add Grid Extension dialog box. See Extending grids with display-only information on page 6-23 for instructions and more background. Click OK to save information. Click OK in the form properties dialog box to save changes. Click Save Call Report to save changes, or click Cancel Changes to discard changes.
5 6 7
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Once youve opened the Field Labels dialog box, heres what you need to do to prepare chain-specific attributes for use as grid extensions. a In the Areas box, select Product Manager. This displays all of the global and chain-specific product attributes you can add to the grid, which correspond to Product and Product Attribute values in the DB Table column, respectively. b Select the Product Attribute you want to expose. The attributes you want to expose depend very much on the data your enterprise has chosen to store in user-defined database fields on the MSP server. c In the Current Label text box, type in a meaningful name for the product attribute. Once the attribute has a user-defined name, youll be able to see and select it as a grid extension. If later on you decide you want to disable it as a candidate grid extension, you need to set the attributes label back to its default using the Set to Default button. To find out more about using this command, see Customizing Field Labels on page 12-6. 2 In Call Report Builder, follow the steps described in Adjusting grid display propertiesan overview on page 6-22 to open the grid properties dialog box. By default, every grid includes the product name attribute, which always appears as column one in the grid. This attribute is required; you cannot remove or reposition it.
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Click the add new extension button, , to open the Add Grid Extension dialog box, and fill out the settings as described in the following table.
Do this...
If you want to add a: global product attribute, select Product. chain-specific product attribute, select Product Attribute. Select the attribute you want to add to the grid. Available attributes include:
Field Name
the product
Size, the physical dimensions of the product SKU, storekeeping unit Unit of Measure, the products measurement UPC, the universal product code Weight, the amount
The user-defined name of the product attribute you exposed using the Customize Field Labels command in the Tools menu (see page 6-23).
Link to a Question
If you want the product attribute to always precede a given question in the grid display, select the appropriate question from the drop-down list. Otherwise, the product attribute and all other unlinked grid extensions follow column one, and appear in list order as defined in the grid properties dialog box. Enter the column heading you want associated with this product attribute in the grid display. Enter the display width, in characters, for Caption. Check this box if you do not want the column to display when the underlying database table contains no data for this column.
To enable the OK button, make sure you fill out all of the settings.
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To enable scanning on the product attribute, see Appendix B, Setting Up Scanand-Search on the FDM Handheld Client.
When the grid displays on either a handheld device or in FDM PC WebClient, grid extensions appear something like this.
In this FDM PC WebClient example, the Product column is the global grid extension that all grids require, and Chain Barcode is the chain-specific grid extension that was linked to the OnHand question.
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For more information, see To manage multiple instructions forms on page 6-28.
3 4
6-28
The Select Chain, Select Site, or Select Rep dialog box appears, depending on the Add button you click. 3 4 5 6 Select the appropriate chain, site, or rep in the dialog box, and then click OK. Either type the text in the window, or click Load HTML From File and browse for the instructions file that you want to use. Click Save Current. Click the Preview button to preview the form as it will appear to the field rep. 7 8 9 Click Clear HTML to remove the text from the window. To remove the current instructions, click the Delete button, and then click the Update Call Report button.
Repeat this procedure, if necessary. Click Update Call Report to apply your changes. Click Close to exit the dialog box.
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Question types
This question type...
Choice Currency Date DateTime Decimal(Short) Image Integer Scribbling Separator
IVR support?
Yes Yes Yes Yes Yes No Yes No No
No No Yes
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Choice type
Supported FDM clients: handheld device, FDM PC WebClient, IVR The Choice question type supplies the field rep with a list of answers or choices to choose from. If you check the Allow Multiple Choice box, reps can select more than one answer or choice.
Do this...
Check this box to require an answer to the question.
Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Multiple Choices Allow Answer Rollover Check this box to allow the rep to select more than one choice in answer to the question. For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10. (survey forms only) Check this box to make this question available to IVR users. When checked, additional IVR settings appear. To find out how to set these, see Adding IVR-enabled questions to survey forms on page 6-17. Note This setting is exposed for IVR-enabled call reports only.
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Adding choices
You can manually add choices every time you create a choice type question; however, this can become cumbersome and tedious over time. To simplify the process, you can group choices into choice sets. This involves: creating new choices adding the choices to a choice set saving the choice set in the choice set library Manually add choices Select a choice set from the Available Choice Sets list
Call Report Builder automatically generates the number in the Result box; however, you can change it if necessary. In most circumstances, let the Call Report Builder maintain this value. 3 4 Click Add to insert the current choice to the Available Choices group. Click Done to save changes and close the Choice dialog box.
2 3 4
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Changing choices
Changing choices involves renaming the choice, changing the result number, and changing the order of the choices.
Removing choices
Removing choices is permanent and effective immediately.
To remove choice(s)
1 2 3 In the Question dialog box, select the choice(s) you want to remove. Click the delete button to remove the choice(s). Press OK.
The following section describes the first method, which is simpler and more commonly used. The second one is explained in Managing Libraries on page 6-48.
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Click OK to save the choice set to the choice set library, or click Cancel to discard changes.
Currency type
Supported FDM clients: handheld device, FDM PC WebClient, IVR You can set up currency type questions either of these ways: rep-defined, which means the field rep can select the currency type on-the-fly, and then enter a value that agrees with that currency type. enforced, which means the field rep must enter a value that adheres to the predefined currency type you specify when creating the call report.
Specifying a currency type question on page 6-38 explains how. To find out how you can extend the default set of supported currency types, see Extending the Currency Code list on page 6-39.
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Check this box to require data entry using the selected currency type
Select default international currency type from this drop-down list For this setting...
Answer Required
Do this...
Check this box to require an answer to the question.
Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10. (optional) Type in the minimum accepted decimal value (no currency exchange symbol). If a field rep enters a value less than this value, the rep is prompted to enter a valid answer. (optional) Type in the maximum accepted decimal value (no currency exchange symbol). If a field rep enters a value greater than this value, the rep is prompted to enter a valid answer. Check this box to accept numeric values less than and greater than the minimum and maximum values you specify.
Maximum Value
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Do this...
Select the default international currency you want this field to accept. If the available currency code list does not include the currency you want to use, add it as described in Extending the Currency Code list on page 6-39. One of the following: Check this box if you want to require all answers entered in the currency specified by Currency Code. Clear this box if you want to allow the rep to select the currency type. (survey form only) Check this box to make this question available to IVR reps. When checked, additional IVR settings appear. To find out how to set these, see Adding IVR-enabled questions to survey forms on page 6-17. Note This setting is exposed for IVR-enabled call reports only.
IVR Enabled
Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.
When you log in, FDM Desktop checks your systems current regional settings to make sure the currency code list contains the configured value. If it does not, FDM Desktop adds it to the list. You can use this behavior to add currency codes to the drop-down list.
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Date type
Supported FDM clients: handheld devices, FDM PC WebClient, IVR The Date type sets the answer type to a date value with formatting that conforms to the regional settings on the computer or device that is in use when viewing the call report form.
Do this...
Check this box to require an answer to the question.
Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10. (survey form only) Check this box to make this question available to IVR users. When checked, additional IVR settings appear. To find out how to set these, see Adding IVR-enabled questions to survey forms on page 6-17. Note This setting is exposed for IVR-enabled call reports only.
Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.
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DateTime type
Supported FDM clients: handheld devices, FDM PC WebClient, IVR The DateTime type sets the answer type to a date and time value that conforms to the regional settings on the computer or device that is in use when viewing the call report form.
Do this...
Check this box to require an answer to the question.
Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10. (survey form only) Check this box to make this question available to IVR users. When checked, additional IVR settings appear. To find out how to set these, see Adding IVR-enabled questions to survey forms on page 6-17. Note This setting is exposed for IVR-enabled call reports only.
Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.
Decimal(Short) type
Supported FDM clients: handheld devices, FDM PC WebClient, IVR The Decimal(Short) type sets the answer type to decimal numeric value that conforms to the regional settings of the computer or device in use when viewing the call report. You can specify minimum and maximum decimal values to avoid data entry errors.
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The rep can enter up to 9 digits, with as many decimal places as needed within the 9 digit limitation.
Do this...
Check this box to require an answer to the question.
Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10. (optional) Type in the minimum accepted decimal value. If a field rep enters a value less than this value, the rep is prompted to enter a valid answer. (optional) Type in the maximum accepted decimal value. If a field rep enters a value greater than this value, the rep is prompted to enter a valid answer. Check this box to accept numeric values less and greater than the minimum and maximum values you specify. (survey form only) Check this box to make this question available to IVR users. When checked, additional IVR settings appear. To find out how to set these, see Adding IVR-enabled questions to survey forms on page 6-17. Note This setting is exposed for IVR-enabled call reports only.
Maximum Value
Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.
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Image type
Supported FDM clients: handheld devices, FDM PC WebClient The Image type creates a question that allows the field rep to attach a file as the answer.
Do this...
Check this box to require an answer to the question.
Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10.
Width Scripting ID
Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.
Integer type
Supported FDM clients: handheld devices, FDM PC WebClient, IVR The Integer type sets the answer type to an integer value. You can specify minimum and maximum integer values to avoid data entry errors. On handheld devices, integer fields display with <numeric> in the input box.
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Do this...
Check this box to require an answer to the question.
Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10. (optional) Type in the minimum accepted integer value. If a field rep enters a value less than this value, the rep is prompted to enter a valid answer. (optional) Type in the maximum accepted integer value. If a field rep enters a value greater than this value, the rep is prompted to enter a valid answer. Check this box to accept numeric values less and greater than the minimum and maximum values you specify. (survey form only) Check this box to make this question available to IVR users. When checked, additional IVR settings appear. To find out how to set these, see Adding IVR-enabled questions to survey forms on page 6-17. Note This setting is exposed for IVR-enabled call reports only.
Maximum Value
Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.
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Separator type
Separators are visual enhancements that demarcate groups of questions in survey forms or groups of products in a grid form. The Separator functions as a heading. The way you add a separator depends on the type of form: survey or grid
Do this...
See About using scripts with call reports on page 6-10.
Click Add to save the current separator and continue adding more separators. Click Done when you are finished adding separators.
Click OK.
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Text type
The Text type sets the answer type to ASCII text up to 250 characters (including spaces).
Do this...
Check this box to require an answer to the question.
Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10.
Width Scripting ID
Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.
Text(Short) type
The Text(Short) type sets the answer type to ASCII text up to 20 characters (including spaces).
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Do this...
Check this box to require an answer to the question.
Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current customer. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10..
Width Scripting ID
Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.
Time type
The Time type sets the answer type to a time value that conforms to the regional settings on the computer or device in use when viewing the call report.
Do this...
Check this box to require an answer to the question.
Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels.
Width
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Managing Libraries
Do this...
See About using scripts with call reports on page 6-10. (survey form only) Check this box to make this question available to IVR users. When checked, additional IVR settings appear. To find out how to set these, see Adding IVR-enabled questions to survey forms on page 6-17. Note This setting is exposed for IVR-enabled call reports only.
Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.
Managing Libraries
Question library
You use questions in many different forms. Instead of recreating identical questions, you can store them in the question library so you can easily access and repeatedly use them. You view the Question Library dialog box from the contents pane in a survey or grid form.
Managing Libraries
6-49
Click Remove From Library to remove a selected question from the question library.
6-50
Managing Libraries
Click OK to save the new choice set name. The name appears in the Choice Set Name list.
Managing Libraries
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4 5 6 7 8
Type in the result number in the Result box, if needed. Click Add to save the choice. Repeat steps 3-5 to continue adding choices. Click OK to save the choices. Click Done when finished adding choices, or click Cancel to discard changes and exit the Choice dialog box. In the Available Choice Sets section, select a choice set name from the list to display the available choices. Select one or more available choices from the list. Click Add to add the choices. Note You cannot have two choices with the same result number. Click OK to save the choices, or click Cancel to discard changes.
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FDM updates the call reports pane to include previous versions of call reports. When previous versions are displayed, the Show Previous Versions command is checked.
The new version of the call report appears in the Call Report pane and is ready for editing.
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The duplicate call report appears in the call reports pane. You can change the call report name (and other properties) using the Properties button described in the next section.
If you are making changes to an existing call report, and calls have already been deployed, the following message appears.
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Click Yes to update existing call reports to include new changes. Click No to leave existing call reports unchanged. Click OK to make the changes and close the dialog box, or click Cancel to discard changes and close the dialog box. Click Save Call Report to save any changes.
Note You cannot recover a call report once you remove it.
Changing forms
To change form properties
1 2 3 Select the form you want to change. Click Properties from the View menu to display the properties dialog box for the form. Change the name if necessary.
Click OK.
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To remove forms
To remove a form, select the form in the call reports pane and click Delete from the View menu.
The call report status changes to Ready in the call reports pane and the call report is ready for deployment using Call Scheduler (see Chapter 7, Call Scheduler).
Chapter 7
Call Scheduler
Overview
This chapter describes how to use the Call Scheduler module of the MSP Field Data Module (FDM) Desktop to set up and deploy customer calls (appointments) to your fields reps. Topics include: Overview of Call Scheduler Scheduling concepts you need to understand Ways to schedule calls Starting the Call Scheduler and moving around the interface Managing campaigns Managing projects Managing calls Handling exceptions
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Call
A call defines an appointment to be carried out by a designated rep at a given customer site. The call has attached to it an instance of a call report that the rep needs to complete. Call Scheduler generates calls based on the reps and sites that the call report is associated with as defined by a project. Or, you can manually schedule calls oneby-one. Field reps view and respond to calls while in the field.
Project
A project defines the association between one call report, one or more site-rep combinations, as well as scheduling properties. Depending on the type of scheduling project, the specification can include: the sites the call report should be deployed to the reps that should complete the call report start and end dates for the project download and expiration lead times how often to deploy the call report: one time only, again after completion, or at regular intervals
Based on these specifications, Call Scheduler generates multiple calls that reps can respond to from the field. For example, a project could define how to generate regularly-scheduled calls on a monthly basis, including which rep needs to complete the call at a given customer site. You can create a project from scratch or you can start a new project by copying an existing project.
Project template
A project template is a named project specification that you can use as a starting point for new projects. Call Scheduler allows you to name and save any project as a reusable template. This way, you can quickly: create a new project by applying a new template, and then customize it by adjusting the specification.
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Campaign
A campaign defines the general properties of a merchandising or information gathering activity, and includes one or more scheduling projects. This way, you can organize projects by purpose. For example, you can create a campaign that contains projects for all of your special promotions, and another for all of your routinelyscheduled customer visits. You can create as many campaigns as you need. However, if you do not want to use campaigns, you can add all your projects to the _Default campaign provided by Call Scheduler. The following diagram illustrates the association between campaigns, call reports, projects, and calls.
Call Scheduler Campaign A Project A1 call report reps sites Project A1 call 1 call 2
reads project details and generates calls
call 4
call 3
call n
call 4
call 4
call n
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Generate calls dynamically based on selection criteria (rules) and the latest site/rep database content
Manual techniques
Specify calls one-by-one Change the way existing calls are grouped (project-dependent, see automated techniques above) (project-dependent, see automated techniques above) Within a project, manually create each call using Call Viewer. Move calls between projects using Call Viewer.
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Self-scheduling projects
Supported field clients: handheld device, FDM PC WebClient Use this technique when you want any rep associated with a specified region to complete a generic call for one or more sites of their choosing. This technique is suitable for enterprises that have a well-defined hierarchical structure and need to minimize the number of distributed calls. Only reps who use FDM on a handheld device or FDM PC WebClient can receive this type of call. Its easiest to think of the downloaded generic call as a call template. When a rep chooses a site to complete the call for, FDM locally generates a site-specific call based on the template and adds it to the call list. The site-specific call is the call the rep actually completes. By default, a site-specific call can only be generated if it meets these conditions: the site is assigned to the rep, and the site belongs to the specified chain (if any). Note If the generic call does not specify a chain requirement, any site assigned to the rep is eligible. If authorized, reps using handheld devices can also add new sites to the system. For this kind of project, you need to generate calls for generic sites. Generic sites define an association with a region so that any rep assigned to the region receives the generic call. This means you need to first create the generic sites using Site Manager. To find out how, see Creating site records on page 3-10. For step-by-step setup instructions, see Adding a self-scheduling project on page 7-35. To find out how reps use self-scheduling on a handheld device or with FDM PC WebClient, consult the Field Data Module Users Guide. Note To use this kind of scheduling, your FDM administrator needs to enable the feature using Thinque Management Console. To find out more, see "Enabling self-scheduling projects" on page 7-35.
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7-7
The scheduler frame opens in the right pane of the FDM Desktop main window.
7-8
scheduler frame
Menu bar
The menu bar provides a way to switch between Campaign Manager, Call Viewer, and the Exception Viewer components of Call Scheduler. Click an option to open the corresponding component.
Campaign-project tree
In Campaign Manager, the campaign-project tree contains a hierarchical view of your campaigns and projects.
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Campaign Manager
Campaign Manager allows you to create campaigns and projects, and add projects to campaigns. You can also change, delete, and view details for projects and campaigns.
To do this...
Add a campaign to organize projects in. See Adding campaigns on page 7-13. Add a new project to a campaign. See Managing Projects on page 7-17. Change the selected campaign or project specification. See Changing campaigns on page 7-14 and Changing projects on page 7-41. Adjust the end date to a later date for all projects (and associated calls) within the selected campaign or for one project selection (and associated calls) at a time. See Extending campaign, project, and call end dates on page 7-14. For the selected rule-based project, validate that previously generated calls still adhere to project rules, and if not, generate exceptions. If warranted, generate additional calls produced by changes in the project rule set and underlying business model data. See Managing Exceptions on page 7-50. Note This command appears only if you have enabled project verification in Thinque Management Console. See "Enabling automatic exception verification" on page 7-58. Remove the selected campaign or project. See Removing campaigns on page 7-16 and Removing projects on page 7-42 for more information.
Verify
Delete
For more information about Campaign Manager, see Managing Campaigns on page 7-12.
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Call Viewer
Call Viewer allows you to view a list of generated calls and their status, or to create and change calls.
The following table describes the commands listed in the command bar.
Use this command...
New Call Modify Delete Move Filter
To do this...
Manually add a call to a project. See Adding calls manually on page 7-47. Change a selected call specification. See Changing calls on page 7-49. Delete selected calls. See Removing calls on page 7-50. Move selected calls to another project. See Moving calls between projects on page 7-48. Display a subset of calls based on selection criteria. See Viewing and filtering the call list on page 7-42.
For more information about Call Viewer, see Managing Calls on page 7-42.
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Exception Viewer
Exception Viewer allows you to view a list of generated exceptions and their status, and to ignore or remove exceptions as needed. Note Call Scheduler generates exceptions for rule-based projects only.
The following table describes the commands listed in the command bar.
Use this command...
Ignore Delete Filter
To do this...
Ignore exceptions. See Ignoring exceptions on page 7-55. Remove selected exceptions. See Removing exceptions on page 7-56. Display a subset of exceptions based on selection criteria. See Viewing and filtering the exception list for a project on page 7-53.
For more information about Exception Viewer, see Managing Exceptions on page 7-50.
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Managing Campaigns
Managing Campaigns
A campaign is a container that allows you to organize scheduling projects. You must assign each project to a campaign. Call Scheduler includes one default campaign named _Default, which appears at the top of the campaign-project tree in Campaign Manager. For convenience, you can save all your scheduling projects to the _Default campaign. If you want to further organize your projects, create additional campaigns. For example, if you have several projects for a given region, you can place all related projects in a single campaign. Or, you could organize routine customer visits that recur at regularly scheduled but varying intervalsfor example, weekly, monthly, and bi-monthlyas separate projects within a campaign.
Managing Campaigns
7-13
Adding campaigns
To add a campaign
1 2 In Campaign Manager command bar, click New Campaign. Type in a campaign name and description in the Name and Description text boxes, respectively.
3 4
Note The End Date must be later than the Start Date. The campaign appears under the All Campaigns node in the campaign-project tree.
Now you are ready to add projects to the campaign as described in Managing Projects on page 7-17.
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Managing Campaigns
Changing campaigns
You can change campaign specifications; for example, you might want to change the name of the campaign or the start and end dates of the campaign. Note The campaign start date must be earlier than the earliest projects start date, and the end date must be later than the latest projects end date. For more ways to manage campaign and project end dates, see "Extending campaign, project, and call end dates" below.
To change a campaign
1 2 In Campaign Manager, select the campaign that you want to change, and then click Modify. Make any necessary changes. Note The End Date must be later than the Start Date.
Click OK.
Managing Campaigns
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Managing Campaigns
Enter the new end date using the guidelines outlined at the beginning of this section.
Removing campaigns
Before you remove a campaign, determine whether you want to remove the projects contained in it. You can only remove projects that do not have generated calls. Alternatively, Call Scheduler gives you the option to move all projects to the _Default campaign.
To remove a campaign
1 2 In Campaign Manager, select the campaign you want to remove. Click Delete. A message box appears to confirm that you want to delete the selected campaign.
Managing Projects
7-17
Click OK.
Another message box appears asking you if you want to also remove the projects contained within the campaign. 4 Do one of the following: If you want to remove projects that do not have generated calls, click Yes. Call Scheduler makes sure all of the projects have not yet generated calls. If this is true, Call Scheduler deletes the projects, and then deletes the campaign. If at least one project has already generated calls, Call Scheduler issues a warning and stops. You will need to remove calls from these projects manually before you can delete the campaign. If you want to move the projects to the _Default campaign, click No.
After Call Scheduler moves the projects, it removes the selected campaign.
Managing Projects
Call Scheduler generates calls based on the projects you create. You need to specify the following for each project: project name and ID project start and end dates project type (see Project types on page 7-18) call report associated with the project For standard and rule-based scheduling: sites and reps assigned to the project scheduling mechanism (see Scheduling types on page 7-19)
Call Scheduler uses the project wizard to guide you through the specifications you need to supply when you create or change a project.
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Managing Projects
Project types
Project types are described in detail earlier in this chapter. To help you decide which technique to use, see Ways to Schedule Calls on page 7-4. The following table summarizes available project types.
This project type... Does this...
Rule-based scheduling
Managing Projects
7-19
Scheduling types
The following table describes the methods you can use to set up repeating and non-repeating calls.
Use this scheduling type...
Standard Regenerating Cyclical
To do this...
Generate non-repeating calls that are scheduled, answered, and completed once. Generate calls that need to be rescheduled each time the call is completed. Generate repeating calls that recur at a fixed frequency (for example, daily, weekly, monthly) all at once for the entire project period. Generate repeating calls that recur at a fixed frequency, at specified intervals over the project period. For example, generate calls for the next three months every three months up to the projects end date. This method minimizes scheduling overhead by spreading call generation over the period.
Deferred Cyclical
Immediate scheduling Call Scheduler allows you to create your project and then generate calls on the spot. If you do this, Call Scheduler immediately performs all scheduling in the foreground; this means you need to wait for scheduling to finish before you can continue specifying additional projects. To avoid tying up computer resources, use this method if youve set up your project to generate a relatively small number of calls. Background scheduling If you think that your projects might generate a large number of calls and thus take a long time to schedule, use background scheduling. With background scheduling, the MSP Scheduling Servicea standard Windows servicepolls for ready projects (projects with Ready status and deferred cyclical projects with upcoming scheduling runs). When it finds one, the service proceeds to generate calls without interfering with your other activities in Call Scheduler.
Note If you are using background scheduling, make sure the MSP Scheduling Service is started. Use Windows Component Services to start and stop this service.
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Managing Projects
Immediate Scheduling
generated calls
Application Data
To find out more about how to specify immediate or background scheduling, see step 9 in the project specification procedure on page 7-26. Once Call Scheduler generates the calls, you can review, and if needed, change or remove calls. To find out more, see Managing Calls on page 7-42.
Managing Projects
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Note The number of generated calls displayed under project statistics can be larger than the number of active calls displayed in the upper pane. This indicates calls were manually added or removed using Call Viewer. 2 If you want to view additional specifications, click the More Details button. This opens the project wizard in view-only mode. Click Next to step through the specifications. To find out more about the project wizard and settings on each screen, see Adding standard or rule-based scheduling projects on page 7-21.
Project status
The following table explains the meaning of the possible project statuses.
This status...
Editing Ready
Means this...
The project is in the specification stage. The project is ready for scheduling and waiting for the MSP Call Scheduler to generate calls. For deferred cyclical call scheduling, additional call sets need to be generated at future scheduling intervals. All calls are generated. For deferred cyclical call scheduling, all call sets have been generated at specified intervals within the span of the project period.
Scheduling in Progress
Completed
Project statistics
If you use background scheduling, the MSP Scheduling Service tracks scheduling progress and status. Call Scheduler displays corresponding statistics in the project summary screen within Campaign Manager. Statistics include execution status, the last time scheduling occurred, the number of generated calls, and, for deferred cyclical scheduling, when the next scheduling run will occur.
The differences are highlighted in this procedure. For details about rep and site selection, see: Selecting sites and reps in standard scheduling projects on page 7-28 Defining site/rep selection criteria in rule-based scheduling on page 7-30
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Managing Projects
Call Scheduler initializes the date settings based on campaign start and end dates. You can override these. Make sure of the following: End date must be later that start date. Project dates must be contained within the date range specified for the campaign.
If you want to base this project on a previous specification that you saved as a template, select the template in the Template Selection screen, and then click Next.
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In the Call Report screen, do the following: a If you always want to use the latest version of the call report whenever call scheduling occurs, check the Latest Version box. This setting has value when you use deferred cyclical scheduling (see step 8). Click the browse button, , to view all available call reports.
Select the call report from the list. Note If you want to see all call report versions, check the Show All Versions box.
d 5 6
Click OK.
Click Next. Depending on what kind of scheduling project you have selected (standard or rule-based) define the sites and reps you want to generate calls for. For standard scheduling projects, click the Add button in the Site/Rep Selection screen, and then define the site-rep combination explicitly. You can select from the complete list or use the form to enter filter criteria that pinpoint exactly which sites and reps you want. For step-by-step instructions, see Selecting sites and reps in standard scheduling projects on page 7-28. These site-rep selections are static and saved with the project specification. Every time this project runs, Call Scheduler generates calls for these (and only these) sites and reps.
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Managing Projects
When you are finished selecting sites and reps, the screen looks something like this. You can further refine the list using the check boxes and buttons to select and then remove site-rep combinations.
For rule-based scheduling projects, you need to: (1) define your rules for selecting sites in the Site Selection screen, (2) click Next, and then (3) define your rules for selecting reps in the Rep Selection screen. For sites, the rule can be either dynamic, which means Call Scheduler extracts sites meeting your selection criteria from the latest site database, or, you can specify an explicit list of sites (much like standard scheduling) that is saved with the project. You can use only one of these approaches. If dynamic, you can preview the result of the site selection. The rep selection rule is always dynamic. For example, here is a simple rule set for dynamic site and rep selection:
Site rules
Rep rules
For step-by-step instructions, see Defining site/rep selection criteria in rule-based scheduling on page 7-30. 7 When you have completed defining site and rep selections, click Next.
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Select the scheduling method to use for this project: standard, regenerating, cyclical, or deferred cyclical (see Scheduling types on page 7-19 for more information). Note The other fields in this screen vary, depending on the scheduling type you select. Specify other settings in the screen using these guidelines, and then click Next.
For this scheduling type...
Standard
number of days, weeks, or months in advance of the projects start date to schedule it. Regenerating
Generate Calls... Days in Advance. The
number of days, weeks, or months in advance of the new calls start date to schedule it. Cyclical
Calls Are Due. The date the call is due. Download Calls. The number of days before the
number of days, weeks, or months in advance of the projects start date to schedule it. Deferred Cyclical All settings specified for Cyclical (see above).
Generate Calls Every. The number of days,
weeks, or months between scheduling runs that generate the next call set.
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Managing Projects 9
Specify this......
Check the Schedule Now box. Check the Deploy at Once box. Set Project Status to Ready. Note FDM runs this kind of scheduling in the foreground. If you think it will take a long time due to an exponential number of calls, use background scheduling instead (described next). Clear the Schedule Now box. Check the Deploy at Once box. Set Project Status to Ready. Note Next time the MSP Scheduling Service polls for Ready projects, it will pick up the project and generate calls. Corresponding statistics appear in Campaign Manager when you select the project. For the Schedule Now check box, either check it for foreground scheduling, or clear it for background scheduling. Clear the Deploy at Once box. Set Project Status to Ready. Note Later, you need to review the calls in Call Viewer; when you feel the calls are ready for deployment, change their status from Under Review to Deployed. Clear the Schedule Now box. Set Project Status to Editing. Type in a name in the Template Name text box.
Have the MSP Scheduling Service generate and deploy calls in the background
Save the project specification youve created so far, and return to editing it at a later time. Save the current project specification as a template that you can reuse as a starting point for a new project. Enable automatic verification to help you fix exceptions Call Scheduler generates for rulebased projects. Note To see the Tracking check box, you must also enable automatic verification in Thinque Management Console (see "Enabling automatic exception verification" on page 7-58 for more details).
Managing Projects
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If you checked the Schedule Now box, Call Scheduler displays this prompt.
Do one of the following: If you think you might have a large number of calls, and would prefer to run scheduling in the background, click Cancel. The MSP Scheduling Service will generate calls next time it polls for ready projects. If you want to proceed with immediate scheduling in the foreground, click OK.
After creating the project, Campaign Manager displays the project under the specified campaign node in the campaign-project tree with corresponding details.
Once Call Scheduler generates calls, you can view them using Call Viewer. From here, you can fine-tune existing calls, add new ones, and if needed, remove calls (see Managing Calls on page 7-42).
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To see where these steps fit into the wizard flow, see step 6 on page 7-23.
From here you can either explicitly select the sites and reps for the project oneby-one. If needed, you can restrict the list to a suitable subset by specifying filter criteria.
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If you want to restrict the list of sites and reps, specify filter criteria in the form at the bottom of the screen, and then click Apply Filter. To find out more about wildcards in filters, see Using filters on page 1-10.
The list at the top of the screen changes to display only those sites that match your filter criteria. 3 Do the following to select the site-rep combinations: a Either individually check the boxes for the sites you want to assign to the project, or click the Select All button to select all of the entries in the list.
To select a rep other than the default rep for the site, select a rep from the corresponding drop-down list.
Note For each site, Call Scheduler accepts only one site-rep combination. If you select one combination, and then later add another combination for the same site by selecting a different rep, Call Scheduler replaces your original site-rep combination with your last selection. 4 Click OK to add the site-rep combinations and return to the Site/Rep Selection screen.
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Define your rep selection criteria in the Rep Selection screen. For reps, you always define dynamic rules in terms of rep-site relationships and/or selection criteria similar to dynamic site selection.
The Site Selection screen and Rep Selection screen appear in succession in the rulebased scheduling project specification wizard. To see where these steps fit into the wizard flow, see step 6 on page 7-23.
Next
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This screen provides fill-in fields for the most common kinds of site attributes you might want to search on. The zip code, class type, and code type fields accept text string values where standard SQL syntax applies, including wildcards. To find out more, see Text-based attributes that accept wildcards on page 7-34. To specify more complex selection criteria, click Advanced Site Selection; for stepby-step instructions, see Adding advanced rules on page 7-33.
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This screen provides a mutually exclusive set of options and a way to add advanced SQL-like rules for more complex selection criteria. You can either: select one option, or for certain combinations, select an option and specify advanced rules.
No Rep generates one call for each site with no rep assignment. Later, when you
When making your choice, consider the following: review the calls, you need to manually assign a rep. Call Scheduler ignores any advanced rules.
Default Rep generates one call for each site and automatically assigns the rep
who is designated as the site default. Call Scheduler ignores any advanced rules. The Random Rep... options generate one call per site, randomly assigning a rep according to the selection mechanism described in the option name. To refine the selection further, specify advanced rules; see the next section, Adding advanced rules. The All... options potentially generate several calls per site according to the rep selection mechanism described in the option; each call goes to a different rep. To refine the selection further, specify advanced rules; see the next section, Adding advanced rules.
Note If for a given site there is no rep satisfying the selection, Call Scheduler generates the call without a rep; later on, you need to manually assign a rep when reviewing the calls.
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Enter the value you want Call Scheduler to match when searching the site database. Standard SQL syntax for text strings apply, including the use of wildcards. To find out more, see Text-based attributes that accept wildcards on page 7-34.
7-34
Note If you also select either the No Rep or Default Rep option, Call Scheduler ignores these advanced rules. For all other options, Call Scheduler combines the search criteria.
Note If you use asterisk (*) wildcards, Call Scheduler substitutes the equivalent SQL-standard percent (%) symbol. The following table summarizes the site and rep attributes that accept text-based values.
Site text-based attributes
Name City State Country Code ID ID2 Postal Code Class Frequency
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7-36
On the Field Client tab, do the following: a b Check the Allow Self-Scheduling box. If you want to allow field reps who use handheld devices to self schedule calls for sites theyve added themselves, check the Allow Self-Scheduling for New Sites.
Note FDM PC WebClient users can only self-schedule calls for existing sites, not for new sites. You can now proceed to create a self-scheduling project.
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Call Scheduler initializes the date settings based on campaign start and end dates. You can override these. Make sure of the following: 3 End date must be later that start date. Project dates must be contained within the date range specified for the campaign.
If you want to base this project on a previous specification that you saved as a template, select the template in the Template Selection screen, and then click Next. Do the following in the Call Report screen, and then click Next: a b Click the browse button, , to view all available call reports. Select the call report from the list. Note If you want to see all versions of call reports in the list, check the Show All Versions box. c Click OK to return to the Call Report screen.
This opens the Select Generic Site(s) screen. By default, the list at the top of the screen contains all generic sites in the database. From here, you need to select
7-38
the generic sites for the project one-by-one. If needed, you can restrict the list to a suitable subset by specifying filter criteria (next step).
Note To find out how to create generic sites, see "Creating site records" on page 3-10. 6 If you want to restrict the list of generic sites, specify filter criteria (either region or chain) in the form at the bottom of the screen, and then click Apply Filter.
The list at the top of the screen changes to display only those sites and reps that match your filter criteria. 7 For each generic site you want to generate a call for, check the box to the left of the entry.
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Click OK to return to the Generic Site Selection screen, which now displays the sites you selected.
Click Next.
Specify this......
Check the Deploy at Once box. Set Project Status to Ready.
Clear the Deploy at Once box. Set Project Status to Ready. Note Later, you need to review the calls in Call Viewer; when you feel the calls are ready for deployment, change their status from Under Review to Deployed. Clear the Deploy at Once box. Set Project Status to Editing.
Save the project specification youve created so far, and return to editing it at a later time. Save the current project specification as a template that you can reuse as a starting point for a new project.
11 Click Finish.
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Call Scheduler initializes the date settings based on campaign start and end dates. You can override these. Make sure of the following: 3 End date must be later that start date. Project dates must be contained within the date range specified for the campaign.
If you want to base this project on a previous specification that you saved as a template, select the template in the Template Selection screen, and then click Next. Do the following in the Call Report screen, and then click Next: a b Click the browse button, , to view all available call reports. Select the call report from the list. Note If you want to see all versions of call reports in the list, check the Show All Versions box. c Click OK to return to the Call Report screen.
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Specify this......
Check the Deploy at Once box. Clear the Deploy at Once box. Type in a name in the Template Name text box.
Click Finish.
Changing projects
If you have not yet deployed calls for a project and project status is Editing or Ready, you can change the project specification. If calls are already deployed, and the project status is Completed or Scheduling in Progress, you can extend the project end date only.
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Managing Calls
Removing projects
Note Before you can remove a project, you must remove generated calls within the project.
To remove a project
1 2 3 4 5 In Campaign Manager, select the project you want to remove. In the menu bar, click Call Viewer. If there are any calls for this project, remove them. In the menu bar, click Campaign Manager. Click Delete. When the message box appears, click OK to remove the project.
Managing Calls
You can view, change, and remove generated calls using Call Viewer. You can also manually create calls and move them between projects.
Managing Calls
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If the call list is large and you want to view a subset of calls based on specific selection criteria, click Filter.
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Managing Calls 4
Using the browse buttons, , and the drop-down lists, specify your selection criteria. When you click a browse button, another dialog box opens where you specify one constraint.
5 6
Click OK to return to the filter screen, and repeat step 4 to add or change selection criteria. Click Apply Filter.
The filter results display and a check mark appears next to Filter on the command bar.
Managing Calls
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The Filter command displays with a check mark when you have specified at least one search criterion. 2 In the Select Project or Campaign list, select ALL PROJECTS. Note If you forget to specify search criteria, Call Viewer prompts for the filter details.
Step 2: Select ALL PROJECTS
Call Scheduler immediately retrieves and displays the calls that satisfy your search criteria.
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Managing Calls
3 4
Click OK. This opens the filter form. Fill in one or more search criteria, and then click Apply Filter to display the list of calls that satisfy the search criteria.
Indicates this...
The call is under construction; this happens when the project status is Editing. The call is generated and ready for the field rep to retrieve; project status is Ready. You can change the status of a Deployed call to Under Review. The field rep has retrieved the call from the MSP server. The field rep has downloaded the call, but not yet completed it. The field rep uploaded the call to the MSP server with outstanding issues in the call. The field rep completed the call and uploaded it to the MSP server.
Deployed
Downloaded In Process
Declared Complete
Complete
Managing Calls
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Managing Calls
Specify this...
Call report to associate with the call. To create call reports, use Call Report Builder (see Chapter 6, Call Report Builder). Name of the site to assign to the call. Name of the rep to assign to the call. Starting date for the call. Date the call is due. Number of days, before the start date, that the rep can access the call from the field. Date when the call expires. Current status of the call: either Under Review or
Deployed.
Site Rep Start Date Due Date Download Date Expiration Date Status
Click OK.
Managing Calls
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The selected calls appear in Call Viewer under the listing for the new project.
Changing calls
Once Call Scheduler has generated calls, or after you create calls manually, you can edit details for calls with Under Review status. For example, if you create a project and generate its calls, and then realize that the start date for the project is incorrect, you can simply use Call Viewer to change the start date for each of the calls. This way, you avoid having to delete all of the incorrect calls and having to start over with a new project. Note You can also edit calls with Deployed status by first changing each deployed calls status to Under Review.
To change a call
1 2 Check the box for the call you want to change and then click Modify. Change call details as needed, depending on the calls status (see the preceding table).
Click OK.
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Managing Exceptions
Removing calls
To remove calls
1 2 3 In Call Viewer, check the box for the call you want to remove. Note You can check multiple boxes. Click Delete. When the message box appears, click OK to remove the calls.
Managing Exceptions
When Call Scheduler generates calls for rule-based projects, it also generates exceptions if it detects problems, and lists them in Exception Viewer with their exception type and status. All calls with new exceptions have an Under Review status. In Call Viewer, they display with an exclamation point icon, . Depending on how you fix the exception, and on what features are enabled in Call Scheduler, you can process exceptions either manually on a call-by-call basis, or by using the Call Schedulers automated verifier on a project-by-project basis.
Manual exception handling With this approach, you need to process exceptions as
follows: 1 2 Optionally fix exceptions by editing calls in Call Viewer. Use Exception Viewer to process each exceptioneither set status to Ignored or physically delete the exception. This step is described in Handling exceptions manually on page 7-55.
Automated exception handling If automatic exception verification is enabled, you can fix and verify exceptions by following these steps:
1 2 Change site and rep attributes using FDM Desktop (for example, reassign reps in Rep Manager). Run the Verify command on the project. Call Scheduler automatically verifies the effect of your fixes on the results generated by project rules and updates the exceptions list accordingly. This step is described in Handling exceptions using automatic verification on page 7-56.
Note By default, the Verify command is disabled. To find out how to enable it, see "Enabling automatic exception verification" on page 7-58.
Managing Exceptions
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Fix exception
Exception types
Call Scheduler supports the following exception types and subtypes.
Exception type Description Possible resolution
Reassign the call to another rep. Reassign the call to another rep or, if you have enabled automatic verification, assign the rep to the region.*
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Managing Exceptions
Exception type
No rep assigned
Description
No reps are assigned to the site Call Scheduler is generating calls for.
Possible resolution
Reassign the call to another rep or, if you have enabled automatic verification, assign the rep to the site.* Reassign the call to another rep or, if you have enabled automatic verification, set the rep as the default rep for the site.* Reassign the call to another rep. Reassign the call to another rep.
No default rep
No default reps are assigned to the site Call Scheduler is generating calls for.
The site/rep combination is no longer valid; for example, the rep is no longer assigned to the site. Call report requires rep with specific attributes, and the assigned rep does not meet the requirements; for example, the rep is an IVR user and the call report is not IVR-enabled. Some rare condition, such as if there are no reps in the system, or if a rep is permanently deleted.
Other
Reassign the call to another rep or, if you have enabled automatic verification, create reps and assign reps to sites, as necessary.*
If you use automatic verification, make sure you run Verify on the project after changing rep and site attributes in FDM Desktop.
Exception status
When you view exceptions in Exception Viewer, they display with either of the following status types:
Newa new exception. Before you deploy the corresponding call, you need to
fix, mark as ignored, or remove the exception. Note Call Scheduler allows you to deploy the call without addressing exceptions. Do so with care. If you choose to skip this step, you might experience unexpected results.
Ignoredan exception you want Call Scheduler t overlook in future scheduling runs (see Ignoring exceptions on page 7-55).
You can also filter the list of exceptions based on these status types.
Managing Exceptions
7-53
If the exception list is large and you want to view a subset of exceptions based on specific selection criteria, click Filter.
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Managing Exceptions 4
Using the browse buttons and the drop-down lists, specify your selection criteria. When you click a browse button, another dialog box opens where you specify one constraint.
5 6
Click OK to return to the filter screen, and repeat step 4 to add or change filter criteria. Click Apply Filter.
The filter results display and a check mark appears next to Filter on the command bar.
Managing Exceptions
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Ignoring exceptions
When you assign Ignored status to an exception, the corresponding call no longer displays with the exclamation point in Call Viewer. More importantly for projects that employ regenerating or deferred cyclical type scheduling, the Ignored status informs Call Scheduler to overlook the exception in future scheduling runs.
To ignore exceptions
1 2 In Exception Viewer, check the box for the exception you want to ignore. Note You can check multiple boxes. Click Ignore.
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Managing Exceptions 3
Removing exceptions
You can physically remove an exception listed in Exception Viewer. In Call Viewer, the corresponding call no longer displays with the exclamation point. Note If you decide not to fix the underlying problem for projects that employ regenerating or deferred cyclical type scheduling, Call Scheduler will detect and report the exception the next time verification occurs. To avoid this, assign Ignored status to the exception instead.
To remove exceptions
1 2 3 In Exception Viewer, check the box for the exception you want to remove. Note You can check multiple boxes. Click Delete. When the message box appears, click OK to confirm.
Call Scheduler removes the exception from the list in Exception Viewer, and also removes the exclamation point from the call displayed in Call Viewer.
Managing Exceptions
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If necessary, the verification process also generates new calls. For example, if you generated your project for all sites in a particular region, and then decide to add another site to the region before you run verification, Call Scheduler automatically generates the new call for the new site along with any exceptions. Or, if you have an abnormal situation, for example, if there are no reps in the system, Call Scheduler generates a new call for you in Under Review status along with an exception. Note If a call has a Downloaded or Complete status, the verification process does not validate the call or generate a new exception for it.
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Managing Exceptions
The next time you open Call Scheduler, you will see the Verify command in the command bar.
In Call Scheduler
When creating or editing a rule-based scheduling project using the project wizard, check the Tracking box in the How to Schedule screen.
Note If you are using automatic verification for deferred cyclical projects, you must run the verification process between the call generation cycles.
Managing Exceptions
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you can continue fixing exceptions. To avoid tying up computer resources, use this verification option if your project contains a relatively small number of calls.
Click OK.
Click OK again.
On the selected date, Call Scheduler will run the verification process in the background.
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Managing Exceptions
Chapter 8
Promotion Manager
Overview
This chapter describes how to use the Promotion Manager module of the MSP Field Data Module (FDM) Desktop. Use Promotion Manager to identify product promotions at either the chain or site level. You can: Create and maintain promotions running at specific chains Create and maintain promotions running at specific sites
8-2
tabs
8-3
The Defaults that appear in the lower-right portion of the window provide comparative information. For example, if a chain promotion is running based on price, the default price appears under Defaults, and a pricing field becomes available for editing.
For this setting...
Chain Product Download Date
Do this...
Select the chain for the promotion. Select the product on promotion. Click the browse button (...) to display the Calendar dialog box and select the date when the promotional information should be accessible to the field. Click the browse button (...) to display the Calendar dialog box and select the start date for the promotion. Click the browse button (...) to display the Calendar dialog box and select the end date for the promotion. Click the browse button (...) to display the Calendar dialog box and select the expiration date for the promotion. Select or override authorization status for the product on promotion. User-defined identifier for the promotion.
Status ID
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The Defaults that appear in the lower-right portion of the window provide comparative information. For example, if a site promotion is running based on price, the default price appears under Defaults, and a pricing field becomes available for editing.
For this setting...
Chain Product Download Date
Do this...
Select the chain for the promotion. Select the product on promotion. Click the browse button (...) to display the Calendar dialog box and select the date when the promotional information should be accessible in the field. Click the browse button (...) to display the Calendar dialog box and select the start date for the promotion. Click the browse button (...) to display the Calendar dialog box and select the end date for the promotion. Click the browse button (...) to display the Calendar dialog box and select the expiration date for the promotion. Select or override authorization status for the product on promotion. User-defined identifier for the promotion.
Status ID
Chain Promotions
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Chain Promotions
Chain promotions provide information about promotions being offered at specific chains during a specified period.
Site Promotions
Site promotions provide information about promotions being offered at specific sites during a specified period. They can also exclude chain promotions from being offered at specified sites.
8-6
Site Promotions
Chapter 9
Sync Manager
Overview
This chapter describes how to use the Sync Manager module of the MSP Field Data Module (FDM) Desktop. Sync Manager provides a simple way to coordinate customer information changes made in the field with the MSP application database. It allows handheld device users to: add or change site information, including contact details create new sites to self-schedule calls for
FDM sends the updated information to the MSP server; it appears in FDM Desktop as change requests. Managers receive requests in the Sync Manager module and can either accept or discard changes. Use Sync Manager for the following tasks: Accepting changes to site or contact information Editing changes to site or contact information Discarding changes made to site or contact information
Note Sync Manager only applies to changes from handheld device users; FDM PC WebClient users changes are immediate.
9-2
Overview
9-3
9-4
Sites tab
The Sites tab is split into two panes. The top pane of the Sites tab displays summary information about sites with pending change requests. The lower pane displays current site information side by side with change requests.
9-5
Outlet table
The Outlet table that appears in the lower pane displays current site information and change requests for the selected site sent from the handheld devices. Note ShipTo fields are user-definable.
For this setting...
Name Address 1 Address 2 City State Postal Code Country Phone Fax Hours Notes ID ID2 Code
Specify this...
Name of the site. Sites street address. Sites street address. City in which the site is located. State in which the site is located. Sites postal code. Country in which the site is located. Sites phone number, including area code. Sites fax number, including area code. Sites hours of business operation. Notes or comments for the site. Identification information stored for the contact. Identification information stored for the contact. Stores code number.
9-6
Contacts tab
The Contacts tab displays the current contact information and a list of change requests. The top pane of the Contacts tab displays information about contacts with pending change requests. The lower pane displays current contact information for the selected contact side-by-side with change requests.
9-7
Contact table
The contact table displays the current contact information and the change requests sent from handheld devices to the MSP server for the selected contact.
For this setting...
Salutation First name Middle name Last Name Title Phone Email Working Hours Notes Primary Contact
Specify this...
Contacts greeting or title. Contacts name. Contacts middle name. Contacts last name. Contacts job title. Contacts phone number. Contacts email address. Contacts work day hours. Notes or comments about the contact. Name of the first point of contact.
To accept a change request for a new site created for self-scheduling calls
1 2 Click the Sites tab and then select the [New Site] change request you want to accept. Click the Save button.
FDM adds the new site to the MSP application database and assigns the selfscheduled call to the new site.
9-8
To discard a change request for a new site created for self-scheduling calls
1 2 3 Click the Sites tab and then select the [New Site] change request you want to discard. Click the Discard button. In the message box that appears, click No.
FDM discards the change request and removes the self-scheduled call.
9-9
Select the site you want to match the new site to and click the Add button to move the site to the Selected Sites window.
Click OK.
FDM discards the change request and assigns the self-scheduled call to the selected site.
9-10
Chapter 10
Import Manager
Overview
This chapter describes how to use the Import Manager module of MSP Field Data Module (FDM) Desktop. You can import existing data from your legacy systems into the database using either: Import Manager from the FDM Desktop, or SAImport, a DOS command line utility.
Both Import Manager and the SAImport utility accept standard, ASCII, comma- or tab-delimited text files as input. Topics in this chapter explain: How to use Import Manager to import data Record formatting rules your import files must adhere to How to use the SAImport utility to run imports from either the DOS command line or a batch file Import log content
10-2
Specify this...
Valid FDM user name (make sure user exists and has Administrator permissions). Valid FDM case-sensitive password. The type of data you are importing, which can be one of the following: rep | site | contact | product | productset | call | productsiteattribute. For a detailed description of the format Import Manager expects for each of these, see Setting Up the Import File on page 10-3 One of the following: Preview if you want to see what additions, updates, overwrites, and deletes will occur with an actual import of the data; in this case, Import Manager logs the activities but does not make any changes to the MSP application database. Process to have Import Manager actually write the changes to the MSP application database. Which charactercomma (,) or tabyou want to use to separate data items in each import record. Resolution method to use when Import Manager encounters a conflict between an imported record and an existing record. Click: Skip to do nothing and proceed to the next import record. Update to change all fields to match the imported record, where the fields from the imported record are not blank.
Mode
Delimiter Conflict
10-3
Specify this...
Whether to generate a log file during import, and how. Choose: Append if you want Import Manager to add messages to an existing log file. If the log file does not exist, Import Manager creates one. Replace if you want Import Manager to overwrite the existing log file. If the log file does not exist, Import Manager creates one. None if you do not want an import log. The fully qualified name of the log file. The fully qualified name of the import file.
10-4
Validation rules
If the format of a line from the import file does not match the expected format, the line is skipped and an error is logged to the log file (if logging is enabled). If a field type mismatch occurs, the record is skipped and an error is logged to the log file (if logging is enabled). If the length of the imported field is too long, it is truncated to the length of the database field. This will be noted in the comments section of the log file (if logging is enabled). If the uniqueness rule is violated, then the outcome will be resolved by the value of the conflict parameter. If a record that is to be updated, overwritten, or removed, is locked by another process, then the record is skipped and an error is logged to the log file (if logging is enabled).
Action field
Each import file must start with the Action field. This field can contain one of the following values:
Update (or blank): If no key match is found, it adds a new record with data from the import file; if a key match is found, it updates an existing record with data from the import file. Delete: If a key match is found, it removes the record from the database.
For Call type records only, Insert: If a key match is found, it adds the record anyway to create a duplicate entry.
10-5
Type
Special Varchar Varchar
Length
N/A 20 50
Rep
The rep records must adhere to the following format:
Key Name
Action Yes* ** UserName Password FirstName MiddleName LastName Region Name Address1 Address2 City State PostalCode Country SSN ID Title Phone Fax MobilePhone Pager Email IsSupervisor Supervisor Username
Type
Special Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Boolean Varchar
Length
N/A 20 20 15 15 20 50 32 32 20 15 10 10 11 30 20 15 15 15 30 50 N/A 20
10-6
Key
Name
ConsoleRole ConsoleWritePermi ssion HasDevice DeviceID IVRUser Notes UserChar1 UserChar2 UserChar3 UserChar4 UserInt1 Backup Rep Username Active InActivity Reason SkillLevel Vacation Start Vacation End Date Hired Date Terminated Full Time Webuser Fielduser Permission Group Name
Type
Special Special Boolean Varchar Boolean Varchar Varchar Varchar Varchar Varchar Integer Varchar Boolean Special Integer Date Date Date Date Boolean Boolean Boolean Varchar Boolean
Length
N/A N/A N/A N/A N/A 50 50 50 50 50 N/A 20 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A 50 N/A
Note ConsoleRole and ConsoleWritePermission are obsolete; they are no longer used by the application.
10-7
If Region does not exist, then it will be added (Region refers to region name).
Supervisor must be the Username of an existing rep. If it does not exist, the record will be skipped and an error written to the log file (if logging is enabled). ConsoleRole must be one of the following values: Administrator, DesktopUser, ReportUser, Regional, none, or blank. Defaults to none, if conflict=overwrite. ConsoleWritePermission must be one of the following values: ReadOnly, ReadWrite, or blank. Defaults to ReadOnly, if conflict=overwrite. InActivity Reason must be one of the following values: None, Vacation, Sick, Terminated, Other, or blank; the default is None. Permission Group Name specifies the name of only one permission group. If you run the import to update the user, and the only field changed is Permission Group Name, the log file reflects that the record has been skipped, but the user is added to the specified permission group. If the user was previously assigned to any other permission groups, then those records are not deleted. Call Approval must be one of the following values: True, False, T, F, or blank; defaults to False if blank.
Import automatically adds the rep to the appropriate MSP user group based on FieldUser, WebUser, and related properties.
Site
The Site import records must adhere to the following format.
Key Name
Action * ID ID2 Name Address1 Address2 City State PostalCode Country ShipToAddress1 ShipToAddress2 ShipToCity ShipToState
Type
Special Integer Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar
Length
N/A 30 30 32 32 32 20 15 10 10 32 32 20 15
10-8
Key
Name
ShipToPostalCode ShipToCountry Chain Name Region Name Phone Fax Hours DefaultRep Username Notes Code Class Type Latitude Longitude UserChar1 UserChar2 UserChar3 UserChar4 UserChar5 UserChar6 UserInt1 UserInt2 UserInt3 Ranking Frequency Generic Site
Type
Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Integer Integer Varchar Varchar Varchar Varchar Varchar Varchar Integer Integer Integer Numeric Varchar Boolean
Length
10 10 50 50 20 20 30 20 250 15 10 20 N/A N/A 20 20 20 20 50 50 N/A N/A N/A N/A 50 N/A
* Field is required
If Chain Name does not exist, then it will be added. If Region Name does not exist, then it will be added If DefaultRep is an invalid user name, Import Manager clears the default rep field and proceeds to import the record without error. Later on, you can assign a default rep using Rep Manager in FDM Desktop.
10-9
Contact
Key Name
Action Yes* Yes** Yes** Yes** SiteID FirstName MiddleName LastName Salutation Title Phone Email WorkingHours PrimaryContact Notes UserField1 UserField2
* Field is required ** All three of these fields must contain a value
Type
Special Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Boolean Varchar Varchar Varchar
Length
N/A 30 15 15 20 5 20 15 50 20 N/A 250 20 20
The following rules are applied to each contact to be imported: The combination of SiteID-FirstName-MiddleName-LastName must be unique. Note SiteID refers to the ID field in the Site table. The site (identified by SiteID) must be an existing site. If it does not exist, then the record will be skipped and an error will be logged to the log file (if logging is enabled).
10-10
Call
The Call import records must adhere to the following format.
Key Name
Action Yes Yes* Yes* Yes Yes* Yes* Yes* Yes* Yes* Rep Username SiteID CallReportName CallReportVersion StartDate ExpireDate DueDate DownloadDate ProjectName Status
* Field is required
Type
Special Varchar Varchar Varchar Integer Date Date Date Date Varchar Special
Length
N/A 20 30 50 N/A N/A N/A N/A N/A 50 N/A
The following rules are applied to each call to be imported: The combination of Rep-SiteID-CallReportName-CallReportVersionStartDate-DueDate-DownloadDate-Project must be unique. If rep is specified in the import file, then the rep must be an existing rep; otherwise, the record will be skipped and an error will be logged to the log file (if logging is enabled). Note Rep is the Username of the rep. If rep is blank, then the default rep specified for the site (identified by SiteID) will be used; otherwise, the record will be skipped and an error will be logged to the log file (if logging is enabled). The site (identified by SiteID) must be an existing site; otherwise, the record will be skipped and an error will be logged to the log file (if logging is enabled). Note SiteID refers to the ID field in the Site table. The call report (identified by CallReportName-CallReportVersion) must be an existing call report; otherwise, the record will be skipped and an error will be logged to the log file (if logging is enabled). If the CallReportVersion is left blank, the latest version of the call report will be assumed.
DownloadDate must be earlier or the same as the StartDate. StartDate must be earlier or the same as the DueDate.
If the project does not exist, then it will be added. Note Project is the name of the project.
Status must be one of the following values: UnderReview, Deployed, or blank. It defaults to UnderReview.
If Status is set to Deployed, then the status of the specified call report (identified by CallReportName-CallReportVersion) must be Ready or Locked. If the call reports Status is Ready, then it will be set to Locked.
10-11
When action=delete, the call will be deleted if only one key match is found. If more than one existing call is found in the database with the same key fields, an error will be logged to the log file (if logging is enabled). When action=update, all calls with a key match are updated. When action=insert, the call will be added even when there is a key match. This way, you can insert multiple duplicate call records. You might want to do this if your legacy system normally generates multiple identical calls for a give field rep using an enterprise-defined generic site ID. All import calls will have the same project type as the project they are being imported into. Projects that are created, as a result of a call import, will always be of type standard.
Outlet region
The Outlet Region import records must adhere to the following format.
Key Name
Action Yes* Yes* ** ** OutletID RegioName ManufacturerName ChainName
Type
Special Varchar Varchar Varchar Varchar
Length
N/A 20 50 50 50
The following rules apply to each imported outlet region: If both the ManufacturerName field and the ChainName field are blank, the site associated with Outlet ID maps to default region set as specified by RegionName. If the ManufacturerName field has a value and ChainName is blank, the site associated with Outlet ID also maps to the equivalent region in the manufacturer region set. If the ManufacturerName field is blank and ChainName has a value, the site associated with Outlet ID also maps to the equivalent region in the chain region set. If both ManufacturerName and ChainName have a value, the import generates an error.
10-12
Product
The Product import records must adhere to the following format.
Key Name
Action Yes* ID1 ID2 ID3 * * Product Name Manufacturer Name Size Weight UnitOfMeasure Category UserChar1 UserChar2 UserChar3 UserChar4 UserInt1 UserInt2
* Field is required.
Type
Special Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Integer Integer
Length
N/A 20 20 20 50 50 10 10 15 30 20 20 50 50 N/A N/A
10-13
ProductSet
The ProductSet import records must adhere to the following format.
Key Name
Action Yes* Yes** ProductSetName ProductID
Type
Special Varchar Varchar
Length
N/A 30 20
* Field is required. ** Field is required only when adding products to product set, changing the position of the product within the product set, or deleting products from the product set.
The following rules are applied to each product set to be imported: The combination of ProductSetName-ProductID must be unique. Note ProductID refers to the ID1 field in the Product table not the internal ProductID. If the product set does not exist, then it will be added. The product (identified by ProductID), must be an existing product; otherwise, the record will be skipped and an error will be logged to the log file (if logging is enabled). Products will be sorted in the product set in the order that they are added from the import file. When a product from the import file already exists in the product set: If conflict=skip, no change will be made to the product set. If conflict=update or conflict=overwrite, then the products order in the product set will be changed to the last product in the product set (as if it had just been added).
A product may be deleted from a product set by setting Action to Delete and its key fields (ProductSetName-ProductID) to values that identify the product to be deleted from the product set. A product set may be deleted by setting Action to Delete and setting ProductSetName to the name of an existing product set to be deleted. All other fields in the import file should be left blank.
10-14
ProductChainAttribute
The ProductChainAttribute import records must adhere to the following format.
Key Name
Action Yes* Yes* ProductID ChainName Status ID UserChar1 UserInt1 UserInt2
* Field is required.
Type
Special Varchar Varchar Special Varchar Varchar Integer Integer
Length
N/A 20 50 N/A 20 20 N/A N/A
The following rules are applied to each productchainattribute to be imported: The combination of Chain Name-ProductID must be unique. Note ProductID refers to the ID1 field in the Product table not the internal ProductID.
Status must be one of the following values: Authorized, Unauthorized, none, or blank. Defaults to none, if conflict=overwrite.
The chain must be an existing chain. If it does not exist, then the record will be skipped and an error will be logged to the log file (if logging is enabled).
ProductSiteAttribute
The ProductSiteAttribute import records must adhere to the following format.
Key Name
Action Yes* Yes* ProductID SiteID Status ID Userchar1 UserInt1 UserInt2
* Field is required.
Type
Special Varchar Integer Special Varchar Varchar Integer Integer
Length
N/A 20 30 N/A 20 20 N/A N/A
10-15
The following rules are applied to each productsiteattribute to be imported: The combination of SiteID-ProductID must be unique. Note SiteID refers to the ID field in the Site table not the internal SiteID. ProductID refers to the ID1 field in the Product table not the internal ProductID.
Status must be one of the following values: Authorized, Unauthorized, none, or blank. Defaults to none, if conflict=overwrite.
The site (identified by SiteID) must be an existing site. If it does not exist, then the record will be skipped and an error will be logged to the log file (if logging is enabled).
ChainPromotion
The ChainPromotion import records must adhere to the following format.
Key Name
Action Yes* Yes* ProductID Chain Name Status ID UserChar1 UserInt1 UserInt2 Yes* Yes* Yes* Yes*
*Field is required.
Type
Special Varchar Varchar Special Varchar Varchar Integer Integer Datetime Datetime Datetime Datetime
Length
N/A 20 50 N/A 20 20 N/A N/A 8 8 8 8
The following rules are applied to each chainpromotion to be imported: The combination of Chain Name-ProductID must be unique.
DownloadDate must be on or before StartDate. StartDate must be between DownloadDate and EndDate. EndDate must be between StartDate and ExpireDate. ExpireDate must be on or after EndDate. Status must be one of the following values: Authorized, Unauthorized, none, or blank. Defaults to none, if conflict=overwrite.
10-16
SitePromotion
The SitePromotion import records must adhere to the following formats.
Key Name
Action Yes* Yes* ProductID SiteID Status ID UserChar1 UserInt1 UserInt2 Yes* Yes* Yes* Yes*
* Field is required.
Type
Special Varchar Integer Special Varchar Varchar Integer Integer Datetime Datetime Datetime Datetime
Length
N/A 20 30 N/A 20 20 N/A N/A 8 8 8 8
10-17
To run SAImport
1 From the DOS command prompt, change to the directory that contains SAImport (by default, C:\Programs Files\FDM). You must run the utility from the directory it is located in. Type the SAImport command using the following syntax:
SAImport user=username [password=password] type=rep|site|contact|product|productset|call|productsiteattribute file=filename [delimiter=delimiter ] [conflict=skip|update|overwrite] [log=append|replace|none] [logfile=filename ] [mode=process|preview]
where: Brackets ([ ]) identify optional parameters. The pipe character (|) separates available mutually exclusive choices that you must type in as shown. Words in italic mean you need to substitute an appropriate value.
Note If you enter an invalid command line or any other error not specific to a line of data in the import file occurs, SAImport notifies you.
SAImport parameters
Parameter
user=username
Status
Required
Description
Valid FDM Username (make sure exists and has Administrator permissions). Valid FDM case-sensitive password. The type of data to import.
The fully qualified name of the import data file. Supports UNC. The delimiting character to use to separate data elements. Use tab for tab-delimited files (for example, delimiter=tab). Resolution method to use when a conflict is detected. Skip: Does nothing and proceeds to the next item to be imported. Update: Changes all fields to match the imported record, where the fields from the imported record are not blank. Overwrite: Replaces all fields with the values from the imported record.
conflict=skip|update |overwrite
10-18
Parameter
logfile=logfile
Status
Optional
Description
A fully qualified name of the file to which import messages are written to. Supports UNC. Defaults to ImportType.log in the current folder if log=append or log=replace, where ImportType is the value specified in the type parameter. Specifies whether, and how, a log file should be generated during import. Append: Attaches new messages to an existing import file if one exists; otherwise, creates a new file. Replace: Log new messages to a new log file and overwrites the file if it already exists. None: Does not log messages to a log file. See the Import Log section for more information.
Preview: a log of additions,
log=append|replace| none
mode=process|preview
updates, overwrites, and deletions that will be performed on the database (if the process option is used on the same import file) will be written but no changes are actually made to the database. Process: then actions are performed on the database.
Import Log
10-19
Import Log
If you enabled logging, Import Manager generates an import log that reflects the import activities performed. As each record is read and processed, a corresponding message is written into the import log. Import logs are standard comma-delimited ASCII text files that can easily be imported into an application such as Microsoft Excel or Microsoft Access. The messages convey the following information: Date and time that the message was written. Line number of the record in the import file. Action/Result values: SKIP: A conflict was detected between the record in the database and the imported record so the record was skipped. ADD: The record from the import file was added successfully. UPDATE: An existing record was updated successfully with the record from the import file. OVERWRITE: An existing record was overwritten successfully by the record from the import file. ERROR: The record could not be added, updated, or deleted for some reason. Note that Preview: is prepended to the action/result if mode=preview.
10-20
Import Log
Chapter 11
Both Export Profile Manager and the SAExport utility generate standard, ASCII comma- or tab-delimited text files called export data files. You can later open export data files in other applications like Microsoft Excel. The export profile that you create using Export Profile Manager defines what data to save to the export data file. This way, you can selectively extract data from the MSP application database by date range, project, rep, site, or call report. Note If you plan to use the SAExport command line utility to run the export, you must first use Export Profile Manager to create the export profile. Later, when you type in the SAExport command, you will need to specify the name of the export profile as a parameter on the command line. Topics in this chapter explain how to use: Export Profile Manager to create export profiles that selectively extract FDM data, to export data using the wizard, and to export data using manual setup. The SAExport utility to run data exports from either the DOS command line or a batch file. Export log content.
11-2
Review the settings of the selected export profile using the Call Export Profile Wizard.
11-3
To do this...
Create a copy or duplicate of a selected export profile.
11-4
Enter a name for the export profile. Note Each export profile must have a unique name. Be as descriptive as possible when creating an export profile name. The export data file is named later in the wizard.
Click Next to view the Select Criteria dialog box. Note The number of screens that require input varies depending on the criteria chosen from the above-mentioned choices. This section covers each available selection criterion and the dialog boxes associated with each selection.
Click Next.
11-5
Specify start and end dates for the data. Either type the date in the appropriate box, or click the browse button (...) to set the date in the Calendar dialog box.
4 5
Click Next. Select a table from the drop-down list. A selection of fields from the associated table appears.
6 7
Click Add to add the fields to the Selected Fields list. Click Remove to remove selected fields from the Selected Fields list. Click the up and down arrow buttons to change the field arrangement, if necessary.
Click Next. Do the following: a Click the Comma Delimited Text File option for a comma-separated file, or click the Tab Delimited Text File option for a tab-delimited file. Note Both files contain the same data. The format is the only difference. b Check Export Field Names as First Row, if you want to display export field names in the heading of the export date file.
11-6
Enter the location and name of the Export Data file or click Browse to open the Save As dialog box. Enter the pathname to the location of the export data file, and then click Save. Note The Export Data file name must be unique.
8 9
Click Next. Click the Finish button to build the file. A message box displays, indicating the progress of the export file generation.
Note You can save the information by clicking the Save button. This saves the information without generating an export data file. Refer to Generating an Export Data File on page 11-22 for more information.
11-7
10 After generating the file a new screen displays. Verify the creation of the file by clicking the OK button.
This concludes the process and adds the export profile to the list.
11-8
Select a table from the drop-down list. A selection of fields from the associated table displays.
4 5
Click to Add to add the fields to the Selected Fields list. Click Remove to remove selected fields from the Selected Fields list. Click the up and down arrow buttons to change the fields arrangement, if necessary.
Click Next. Do the following: a Click the Comma Delimited Text File option for a comma-separated file, or click the Tab Delimited Text File option for a tab-delimited file. Note Both files contain the same data. The format is the only difference. b Check the Export Field Names as First Row box, if desired, to export field names in the heading of the export date file.
11-9
Enter the location and name of the export data file or click Browse to open the Save As dialog box. Enter the pathname to the location of the export data file, and then click Save. Note The Export Data file name must be unique.
Click Next.
Click the Finish button. A message box displays, indicating the progress of the file generation. Note You can save the information by clicking Save. This will save the information without generating an export data file. Refer to Generating an Export Data File on page 11-22 for more information.
11-10
After generating the file a new screen displays. Verify the creation of the file by clicking on the OK button.
This concludes the process and adds the Export Profile to the list.
To select from a full list of reps, leave the filtering fields blank and click the Apply Filter button. Alternatively, to restrict the list of reps to choose from,
11-11
enter filter criteria specific to the reps (for example, First, Middle, or Last name) and click the Apply Filter button.
Choose from the list of reps, add them to the Select Reps list, and then click OK.
Click Next.
11-12
Select a table from the drop-down list. A selection of fields from the associated table displays.
7 8
Click Add to add the fields to the Selected Fields list. Click Remove to remove selected fields from the Selected Fields list. Click the up and down arrow buttons to change the fields arrangement, if necessary.
Click Next. Do the following: a Click the Comma Delimited Text File option for a comma-separated file or click the Tab Delimited Text File option for a tab-delimited file. Note Both files contain the same data. The format is the only difference. b Check the Export Field Names as First Row box, if desired, to display export field names in the heading of the export date file.
11-13
Enter the location and name of the export data file or click Browse to open the Save As dialog box. Enter the pathname to the location of the export data file, and then click Save. Note The export data file name must be unique.
Click Next.
10 Click the Finish button. A message box displays, indicating the progress of the export data file generation. Note You can save the information by clicking Save. This will save the information without generating an export data file. Refer to Generating an Export Data File on page 11-22 for more information.
11-14
Managing Export Profiles 11 After generating the file a new screen displays. Verify the creation of the file by clicking on the OK button.
This concludes the process and adds the export profile to the list.
To select from a full list of sites, leave the filtering fields blank and click the Apply Filter button. Alternatively, to restrict the list of sites to choose from,
11-15
enter filter criteria specific to the sites (for example, Name or Store#), and then click the Apply Filter button.
Choose from the list of sites and add them to the Select Sites list, and then click OK.
Click Next.
11-16
Select a table from the drop-down list. A selection of fields from the associated table displays.
7 8
Click Add to add the fields to the Selected Fields list. Click Remove to remove selected fields from the Selected Fields list. Click the up and down arrow buttons to change the fields arrangement, if necessary.
Click Next. Do the following: a Click the Comma Delimited Text File option for a comma-separated file or click the Tab Delimited Text File option for a tab-delimited file. Note Both files contain the same data. The format is the only difference. b Check the Export Field Names as First Row box, if desired, to display export field names in the heading of the export date file.
11-17
Enter the location and name of the export data file or click Browse to open the Save As dialog box. Enter the pathname to the location of the export data file, and then click Save. Note The export data file name must be unique.
10 Click the Finish button. A message box displays, indicating the progress of the export data file generation. Note You can save the information by clicking Save. This will save the information without generating an export data file. Refer to Generating an Export Data File on page 11-22 for more information.
11-18
Managing Export Profiles 11 After generating the file a new screen displays. Verify the creation of the file by clicking on the OK button.
This concludes the process and adds the export profile to the list.
Click Next.
11-19
Select a call report from the Call Report list. Note The Select Call Report dialog box includes a View By list that can be viewed by the name of call reports, the manufacturer assigned to the call report, or the owner of the call report.
4 5
Click Next. Select a table from the drop-down list. A selection of fields will display from the associated table.
6 7
Click the up and down arrow buttons to change the fields arrangement, if necessary. Click Add to add the fields to the Selected Fields list. Click Remove to remove selected fields from the Selected Fields list.
Click Next. Do the following: a Click the Comma Delimited Text File option for a comma-separated file or click the Tab Delimited Text File option for a tab-delimited file. Note Both files contain the same data. The format is the only difference.
11-20
Check the Export Field Names as First Row box, if desired, to display export field names in the heading of the export date file. Enter the location and name of the export data file or click Browse to open the Save As dialog box. Enter the pathname to the location of the export data file, and then click Save. Note The export data file name must be unique.
Click the Finish button. A message box displays, indicating the progress of the export data file generation. Note You can save the information by clicking Save. This will save the information without generating an export data file. Refer to Generating an Export Data File on page 11-22 for more information.
11-21
10 After generating the file a new screen displays. Verify the creation of the file by clicking on the OK button.
This concludes the process and adds the export profile to the list.
To duplicate a profile
1 2 Select the appropriate export profile from the list of profiles. Click Duplicate Export Profile. A copy of the selected export profile is created and displayed in the dialog box. See Changing Export Profiles on page 11-21 to modify the export profile. Click Generate Export File to create a new export data file. When prompted, specify the new export data file name and location.
11-22
To generate an export data file using the call export profile wizard
This process is done as a continuation of To add export profiles on page 11-4. 1 From the Call Export Profile Wizard Done! window, click Finish to generate the Export Data file and open the Generating File dialog box.
11-23
When done generating the Export Data file, the Call Export Profile Wizard box opens to confirm the creation of the Export Data file.
Click OK.
To generate an export data file using the Generate Export File button
1 2 Select the appropriate export profile from the list of profiles. Click the Generate Export File shortcut button on the module tool bar to open the Generating File dialog box. Note The Export Data file name must be unique. If the file name is not unique a message box appears. If this occurs, click OK and specify a new file name. 3 When done generating the Export Data file, the Call Export Profile Wizard box opens to confirm the creation of the Export Data file; click OK.
11-24
To run SAExport
1 From the DOS command prompt, change to the directory that contains SAExport (by default, C:\Programs Files\FDM). You must run the utility from the directory it is located in. Type the SAExport command using the following syntax:
SAExport user=username [password=password] profile=profile [startdate=date] [enddate=date] [file=filename] [generate=append|replace|fail|rename] [log=append|replace|none] [logfile=filename]
where: Brackets ([ ]) identify optional parameters. The pipe character (|) separates available mutually exclusive choices that you must type in as shown. Words in italic mean you need to substitute an appropriate value.
Status
Required
Description
Valid FDM Username (make sure user exists and has appropriate permissions). Valid FDM case-sensitive Password.
password=password profile=profile
Required
Name of the export profile created using Export Profile Manager in FDM Desktop. If specified, the value overrides the value in the export profile. This change is not saved to the export profile in FDM Desktop. The date must adhere to the following format: mm/dd/yyyy (for example, 12/31/1998 or 01/21/2000) If specified, the value overrides the value in the export profile. This change is not saved to the export profile in FDM Desktop. The date must adhere to the following format: mm/dd/yyyy (for example, 12/31/1998 or 01/21/2000). The fully-qualified name of the export data file. Supports UNC.
startdate=date
enddate=date
file=filename
Export Log
11-25
Parameter
generate=append| replace|fail|rename
Status
Optional; default is append
Description
Determines what action to take when attempting to write data to the export data file as follows: Append: Attaches new records to an existing export data file if one exists; otherwise, creates a new file. Replace: Writes new records to a new file and overwrites the file if it already exists. Fail: If the file exists, the export fails. Rename: If the file exists, creates a new file with a unique name. The fully qualified name of the export messages log file. Supports UNC. Specify whether, and how, a log file should be generated during export. Append: Attach new messages to an existing log file if one exists; otherwise, create a new file. Replace: Log new messages to a new log file and overwrite the file if it already exists. None: Does not log messages to a log file. See Export Log on page 11-25 for more information.
logfile=filename
Optional; defaults to Profile.log in the current directory if log=append or log=replace Optional; default is append
log=append|replace| none
Export Log
If you enabled logging, the export process generates a log that reflects the export activities performed. Export logs are standard comma-delimited ASCII text files that can easily be imported into an application such as Microsoft Excel or Microsoft Access. If the export activity is unable to write errors to the log file, it will attempt to write them to the standard output (for example, to the display). The messages convey the following information: Date/Time. Date and time the error occurred. Date format is in US standard long date format: mm/dd/yyyy hh:mm:ss. Time is in 24-hour clock format (for example, January 1, 1998 1:30:13 appears as: 1/1/1998 13:30:13). Location. Where the error occurred.
11-26
Export Log
Logging on. Problem encountered when logging into FDM Desktop. Processing Command Line. Problem encountered either processing or retrieving values from the command line. Generating Export File. Problem encountered processing the FDM data for the export data file. Description. Brief details of the problem.
Chapter 12
12-2
To add a manufacturer
1 2 Click Add to display the Add Manufacturers dialog box. Enter the manufacturer name in the Name text box.
3 4
If necessary, enter the ID number for the manufacturer in the ID box. Do the following: Click Add to add this manufacturer to the list of available manufacturers. To add more manufacturers, enter the name and ID number and click Add.
To change a manufacturer
1 2 n the Manufacturers dialog box, select the manufacturer to change. Click Edit to display the Edit Manufacturer dialog box.
To remove a manufacturer
Note If there are call reports associated with the manufacturer you want to remove, remove or reassign the call reports before removing the manufacturer. See Chapter 6, Call Report Builder. 1 2 3 In the Manufacturers dialog box, select the manufacturer to remove. Click the Delete button or press the Delete key to delete the manufacturer (after verification). When finished removing manufacturers, click Close in the Manufacturers dialog box.
12-3
To select a manufacturer
1 2 In Product Manager, click the browse button (...) on the General tab. Select the appropriate manufacturer in the Select a Manufacturer dialog box (this screen can be found in the Product Manager module).
Click Select.
12-4
To add a chain
1 2 Select Add to display the Add Chain dialog box. Enter the chain name in the Name box.
3 4 5 6
If necessary, enter identification numbers in the ID and ID2 box. Click Add to add this chain to the list of available chains. To add more chains, enter the name and click Add. When finished adding chains, click Done.
To change a chain
1 2 Select the chain to change in the Chains dialog box. Click Edit to display the Edit Chain dialog box.
To remove a chain
Note If there are call reports associated with the chain you want to remove, remove or reassign the call reports before removing the chain. See Chapter 6, Call Report Builder. 1 2 3 In the Chains dialog box, select the chain to remove. Click the Delete button or press the Delete key to remove the chain (after verification). When finished removing chains, click Close in the Chains dialog box.
Customizing Nomenclature
12-5
To select a chain
1 2 In Site Manager, click the browse button (...) on the General tab. Select the appropriate chain in the Select a Chain dialog box.
Click Select.
Customizing Nomenclature
Certain naming standards are used throughout the FDM Desktop application. You can customize certain areas of system nomenclature to make the interface more familiar to users.
To change nomenclature
1 2 From the Tools menu, click Customize Nomenclature. The Nomenclature Items dialog box displays. Select an item to change and type the new nomenclature in the Current Name box.
3 4
Click Set to Default to make the new name the default name. Click OK to save the changes.
12-6
3 4 5
In the Current Label box, change the name of the field want to customize. If you want to set the new label as the default label, click Set to Default. Click OK to save changes.
12-7
12-8
Appendix A
A-2
Both of these features have very specific user configuration requirements including the relationship between supervisors/administrators and the reps they are responsible for. These requirements, including how to configure user accounts, are fully explained in the sections describing each feature.
Approving Calls
A-3
Only users with administrative privilege for FDM PC WebClient can access the Administration menu. If you do not have this privilege, you will not see this menu command. Also, you will only see menu commands for which your user account has been granted access.
Approving Calls
FDM allows you to set whether a given rep must have their completed calls reviewed and approved by their supervisor before FDM commits call report answers to the MSP application database.
A-4
Approving Calls
Approving Calls
A-5
Using the Permissions Manager, make sure the user has administrative privilege on FDM PC WebClient (W_AdminTools) and for running the Call Approval feature (W_CallApproval). If you want all of your administrative users to have this capability, you can update the system-installed Web Administrator Group. First enable the W_CallApproval permission, and then assign the user to the permission group.
To find out more about how to use Thinque Management Console to create users and set permissions, consult chapter 3 in the TMC Administrators Guide.
In FDM Desktop
Using the Rep Manager module, make sure you assign a supervisor to this rep. The supervisor is the user that needs to log in to FDM PC WebClient and perform call approval.
A-6
Approving Calls
FDM PC WebClient displays all of the completed calls for any rep that requires approval and that you supervise.
menu bar
action bar
Approving Calls
A-7
To approve one or more calls from the Calls Pending Approval screen
1 Do one of the following: If you want to approve all calls in the list, check the Rep box in the list header.
FDM PC WebClient selects all of the entries in the list, which appear highlighted and with each calls corresponding leftmost box checked. If needed, you can exclude a call from the selection set by clicking the check box to clear it. If you want to approve selected calls, check the box next to the corresponding entry in the list.
A-8
Approving Calls
form selector
action bar
3 4 5
Make changes to the content as needed. Repeat steps 2-3 for as many forms as you want to review and make changes in. After making all of your changes (if any) to the call report, do one of the following: If you want to save the changes and approve the call, click Approve Call in the action bar. If you want to cancel changes, click Close instead.
FDM PC WebClient returns to the Calls Pending Approval screen and removes approved calls from the list.
Approving Calls
A-9
Click Apply.
FDM PC WebClient redisplays the call list with only those calls that satisfy your selection criteria.
A-10
Important: For a call to be a candidate for editing by a regional administrator, both the rep and site must be assigned to a valid region. For example, a regional administrator assigned to the Western region can change content of call reports completed by a rep assigned to the Los Angeles County subregion as long as (1) corresponding stores are assigned to a valid Western region or subregion and (2) corresponding call reports have either no region assignment or a valid Western region or subregion assignment.
A-11
Using the Permissions Manager, make sure the user has administrative privilege on FDM PC WebClient (W_AdminTools) and for running the Call Editing feature (W_EditCompletedCalls). If you want all of your administrative users to have this capability, you can update the system-installed Web Administrator Group. First enable the W_EditCompletedCalls permission, and then assign the user to the permission group.
A-12
To find out more about how to use Thinque Management Console to create users and set permissions, consult chapter 3 in the TMC Administrators Guide.
In FDM Desktop
Make sure your regional hierarchy is set up correctly. Make sure that both reps and sites have regional assignments.
To find out more, see Chapter 2, Region Manager, Chapter 3, Site Manager, and Chapter 4, Rep Manager, in this guide.
A-13
This opens the call filter screen, which displays qualifying reps, call reports, and chains. If you are a regional administrator, the list of qualifying selection criteria depends on your region assignment. Note Call reports with undefined region assignments always qualify. 3 In the call filter screen, do the following: a Either leave the selection criteria unaltered so that the call filter looks for all qualifying calls, or further restrict the criteria by selecting entries in any of the lists. To select more than one entry, use C-click (add a single entry at a time) and S-click (add multiple entries at a time). You can also restrict selection by date range. b Click Apply to run the filter.
This opens the call list screen with the list of calls that satisfy your filter selection criteria. If youre a regional administrator, the call filter limits qualifying calls to those that have corresponding reps and sites assigned to your region or subregion.
A-14
For the call you want to open and change, click Edit.
This opens the call report detail screen. 5 In the call report detail screen, do the following: a b c Open a call report form using either the drop-down list or browse buttons. Change any field values you want to. After making all needed changes, click Update Call to save the changes.
Select call report form using these controls
Appendix B
Default scan-and-search behavior If all you do is enable scanning, FDM searches grid columns sequentially starting with the column you specified in Thinque Management Console, and compares all characters in a given column entry with the scanned-in code. When FDM finds an entry that matches the scanned-in code, the search stops and FDM places grid focus on the input field that corresponds to the match. Otherwise, FDM stops the search when it reaches the last entry in the last grid column. Custom scan-and-search behavior for chains If you require more specific types of
searches, you can customize scan-and-search behavior further using a configuration file. In this file, you need to specify the chain each search specification belongs to, and which character positions within the scanned-in code FDM needs to compare the column value with. You can optionally define specific columns to search; if left unspecified, FDM reverts to the column sequence defined by the default scan-and-search behavior.
B-2
On the Field Client tab, do the following: a b Check the Enable Grid Search/Scan box. In the Search/Scan Column box, enter the number of the column you want FDM to start the search with. FDM will continue searching columns starting from the column you specify here until it either finds a match or reaches the end of the grid form.
Your reps can now use the default scan-and-search feature with their handheld devices.
B-3
You can define as many chain scan-and-search specifications as you want, but only one per chain.
Syntax
{ chain_ID = char_position_list {; column_search_list} }* ' comment_text
where:
chain_ID is the FDM-internal identifier for the chain this scan specification applies to. char_position_list is a comma-separated list of character positions within a
scanned-in code that you want FDM to match to the column value. Numbering progresses left to right starting at one.
column_search_list is an optional comma-separated list of column numbers
that specify the column search sequence FDM should use. This way, you can skip searching irrelevant columns, which can speed up the search. Column numbering progresses left to right starting at one, where column one always refers to the required product name column. If you omit column_search_list , FDM reverts to the default search behavior.
comment_text is permitted and must follow the tick (') symbol in column one
Example
'1000=Widget King, 1001=Widgets R Us, 1002=ACE Widgets 1000 = 7,8,9,10,11,12;3
In this example, the first line is a comment line that lists all of the FDM-internal chain IDs for this FDM implementation. The next line describes the scan-andsearch capability for the Widget King chain. Specifically, in grid column 3, read characters 7-12 and compare them to the scanned-in code for a match. This scan.txt file could be extended for both Widgets R Us and ACE Widgets using the chain IDs provided in the comment line.
B-4
Though you can manually copy these files to handheld devices, we recommend using the file distribution capability provided by ThinqComm. This way, you can single-source distribution by way of the MSP server. To find out more, consult file and software distribution in the TMC Administrators Guide.
Index
Symbols
* (asterisk) 1-11 _ (underscore) 1-11 _Default campaign 7-3 self-scheduling projects 7-35 sites 3-3, 3-10 standard projects 7-21 survey form to call report 6-12 answer, initializing for call report question 6-34 approving change requests 9-7 completed calls (FDM PC WebClient) A-1, A-3 assigning contacts to sites 3-8 products to chains 5-12 products to product sets 5-15 products to sites 5-14 regions to chains 3-9, 3-18 regions to manufacturers 3-9, 3-18 sites to reps 3-8, 3-14, 4-7, 4-8 asterisk character 1-11 audio adding to IVR-enabled questions 6-18 recording 6-18 using pre-recording 6-18 authorized products in grid forms 6-22
A
Add Question to Library command (Call Report Builder menu) 1-8 adding broadcast projects 7-40 call report 6-9 calls manually 7-47 campaigns 7-13 chain 12-3 Choice questions to forms 6-35 choice sets to library 6-50 choices to choice set 6-51 contacts 3-12 content to instructions form 6-27 display-only column to grid form 6-23 export profile 11-2, 11-4 form to call report 6-12 generic sites 3-10 grid extension 6-23 grid form to call report 6-13 instructions form to call report 6-14 late binding grid form to call report 6-13 manufacturer 12-1 product 5-2, 5-3, 5-8 product set 5-10 product set to late binding grid form 6-21 products to grid form 6-19 promotion for chain 8-5 for site 8-5 question separator to survey form 6-45 questions to form using Question Library 6-49 to grid form 6-18 to late binding grid form 6-21 to library 6-48 to survey form 6-16 region set 2-2, 2-6 rule-based projects 7-21
B
background call scheduling 7-19 Boolean values in import rules 10-3 broadcast projects about 7-6, 7-18 adding 7-40 Administrative site 7-6
C
calendar function 1-11 call import record 10-10 call report 7-2 adding 6-9 adding form to 6-12 attaching script 6-10 building 6-8 completed, management of about A-1 approval A-3 editing A-10 copying forms 6-15
Index-2
creating new version 6-53 deploying 6-56 duplicating 6-54 enabling for IVR 6-10 scripting 6-10 exporting data for 11-18 form type 6-7 grid 6-7, 6-13, 6-18 instructions 6-8, 6-14 late binding grid 6-7, 6-13, 6-21 survey 6-7, 6-12, 6-16 initializing answer for question 6-34 properties 6-54 removing 6-55 removing form from 6-32 saving 6-6 specifying 6-6 versions 6-52 viewing 6-52 Call Report Builder 6-1 about 6-7 Call Reports Pane 6-4 Form Contents Pane 6-5 Forms Pane 6-5 menu 1-8 New Call Report Properties button 6-6 Save Call Report button 6-6 starting 1-7, 6-2 window 6-2 Call Report Builder command (Go menu) 1-7 Call Report Builder menu Add Question to Library command 1-8 Duplicate Call Report command 1-8 Insert New command 1-8 Make New Version command 1-8 Open Question Library command 1-8 Call Scheduler 7-1 _Default campaign 7-3 about 7-4 background scheduling 7-19, 7-26 broadcast project 7-4, 7-6 call reports 7-2 Call Viewer 7-8, 7-10 calls 7-2 Campaign Manager 7-9 campaign-project tree 7-8 campaigns 7-3 command bar 7-8 components 7-20 concepts 7-2 exception management 7-50 Exception Viewer 7-11 foreground scheduling (immediate) 7-19 how it works 7-3 immediate scheduling (foreground) 7-19, 7-26 manually creating calls 7-4, 7-6 menu bar 7-8 moving calls 7-4
moving calls between projects 7-6 project templates 7-2 project types 7-18 projects 7-2 rule-based project 7-5 scheduler frame 7-8 scheduling methods 7-4 selecting sites and reps rule-based project 7-30 standard project 7-28 self-scheduling project 7-5 standard project 7-4 starting 1-7, 7-7 verifying exceptions 7-9 automatically 7-56 manually 7-55 viewing exceptions 7-53, 7-55 window 7-8 Call Scheduler command (Go menu) 1-7 call status complete 7-46 declared complete 7-46 deployed 7-46 downloaded 7-46 in process 7-46 under review 7-46 Call Viewer 7-8 about 7-10 call list 7-42 call status types 7-46 opening 7-43 calls about 7-2 adding manually 7-47 changing 7-49 exceptions management 7-50 generating 7-19 managing 7-42 moving between projects 7-48 removing 7-50 scheduling 7-1 viewing details 7-47 Campaign Manager about 7-9 campaign-project tree 7-8 opening 7-12 campaigns 7-3 _Default campaign 7-3, 7-12, 7-16 adding 7-13 changing 7-14 extending end date 7-14 managing 7-12 removing 7-16 chain promotion adding 8-5 changing 8-5 import record 10-15
Index-3
chains adding 12-3 assigning products to 5-12 assigning regions to 3-9, 3-18 changing 12-4 grid extensions for 6-23 region import record 10-11 removing 12-4 scan-and-search configuration for B-1, B-3 Chains command (Tools menu) 1-8 change requests accepting for a new site 9-7 approving 9-7 changing 9-7 discarding 9-3, 9-8 discarding for new sites 9-8 for new site 9-2 removing 9-3, 9-8 changing calls 7-49 campaigns 7-14 chain promotion 8-5 chain specification 12-4 change requests 9-7 Choice questions in forms 6-36 choice sets 6-51 choices in 6-51 completed calls (FDM PC WebClient) A-1, A-10 contact specifications 3-13 end dates for campaigns and projects 7-14 export profile 11-21 field labels on desktop 1-12, 12-6 grid form properties 6-22 questions 6-30 instruction form content 6-31 manufacturer specification 12-2 nomenclature on desktop 1-12, 12-5 product 5-9 product set 5-11 projects (scheduling) 7-41 region assignments 2-10 region names 2-7 region position 2-7 rep specifications 4-7 site promotion 8-5 site specifications 3-10 survey form questions 6-29 Choice question type 6-34 adding 6-35 creating sets, see choice set removing 6-36 choice set adding choices to 6-51 changing choices in 6-51 changing order in 6-52 creating 6-50
removing 6-51 removing choices from 6-52 renaming 6-50 Choice Set Library 6-49 adding choice sets 6-50 removing choice sets 6-51 renaming choice sets 6-50 clients, FDM FDM PC WebClient xii handheld PC xii IVR (touchtone) xii completed calls about administering A-1 approval A-3 editing A-10 configuring scan-and-search (handheld device) B-1 contacts adding 3-12 assigning to sites 3-8 change requests for 9-7 changing specifications 3-13 defined 3-11 list 3-12 removing from sites 3-14 setting site defaults 3-13 conventions, typographical this guide xvi wildcards in strings (call scheduling) 7-34 copying export profile 11-3, 11-21 form to call report 6-15 creating broadcast projects 7-4, 7-6 calls manually 7-4, 7-6 rule-based projects 7-5 self-scheduling projects 7-5 standard projects 7-4 Currency question type 6-37 adding 6-38 extending exchange types 6-39 internaltional support 6-39 Current View command (View menu) 1-7, 6-3 Customize Field Labels command (Tools menu) about 1-8 activating chain attributes for grid extensions 6-23 changing labels 12-6 Customizing Field Labels command (Tools menu) reverting to defaults 12-7 cyclical scheduling 7-19
D
data validation, see scripting Date question type 6-40 dates exporting by 11-4 import rules 10-3 specifying
Index-4
format 1-11 using calendar function 1-11 DateTime question type 6-41 Decimal(Short) question type 6-41 deferred cyclical scheduling 7-19 deploying call reports 6-56 discarding, see removing documentation xvii Duplicate Call Report command (Call Report Builder menu) 1-8 duplicating, see copying
selection criteria 11-4 sorting 11-3 Export Profile Manager 11-1 exporting by call report 11-18 by date range 11-4 by project 11-7 by rep 11-10 by site 11-14 using the SAExport utility extension, grid 6-23 see also grid extension
11-23
E
enabling automatic exception verification for a scheduling project 7-26 using Thinque Management Console 7-58 call (completed) approval in FDM PC WebClient A-4 call (completed) editing in FDM PC WebClient A-11 scan-and-search in grid forms B-2 self-scheduling projects 7-35 Exception Viewer about 7-11, 7-50 exception list 7-53 exception types 7-51 opening 7-53 exceptions enabling automatic verification 7-58 ignoring 7-55 managing 7-50 removing 7-56 status 7-52 types 7-51 Verify command 7-9 verifying automatically 7-56 manually 7-55 export data file 11-1 generating 11-3, 11-22 removing 11-22 Export Manager activities 11-2 Duplicate Export Profile button 11-3 Generate Export File button 11-3 New Export Profile button 11-2 Open Export Profile button 11-2 starting 1-7 window 11-2 Export Manager command (Go menu) 1-7 export profile 11-1 adding 11-2, 11-4 changing 11-21 duplicating 11-3, 11-21 naming 11-4 opening 11-2 removing 11-22
F
FDM Desktop about xii application toolbar 1-9 application window 1-5 changing field labels 1-12, 12-6 changing nomenclature 1-12, 12-5 Logging on 1-4 menus 1-5 module toolbar 1-9 module windows 1-9 quitting 1-12 starting 1-4 user-defined fields 3-7 workspace 1-9 FDM PC WebClient about xii approving completed calls A-3 editing completed calls A-10 grid extension display 6-26 logging on A-2 starting A-2 field changing display name in desktop 1-12, 12-6 user-defined 1-12, 3-7, 12-6 Field Data Module (FDM) architecture xii Thinque Management Console xii field validation, see scripting file export data 11-1, 11-22 export log 11-25 import data Action field 10-4 call data 10-10 chain promotion data 10-15 formatting rules 10-3 outlet region data 10-11 product chain attribute data 10-14 product data 10-12 product set data 10-13 product site attribute data 10-14 site data 10-7 site promotion data 10-16
Index-5
import log 10-19 scan-and-search (scan.txt) B-3 filters for call list 4-11 for product list 5-3, 5-16 for products in set 5-18 for project call list 7-42 for rep list 3-17, 4-2, 4-3 for site list 3-3, 3-4 wildcards 1-11 foreground scheduling (immediate) 7-19 form adding questions 6-16, 6-17, 6-18, 6-21, 6-35 adding to call report 6-12 changing Choice question 6-36 client-side control, see scripting copying 6-15 defined 6-7 properties 6-55 removing 6-32, 6-56 removing product 6-32 removing question 6-32 removing separator 6-32 script ID 6-10 sorting 6-55 type grid 6-7, 6-13, 6-18 instruction 6-8, 6-14, 6-27 late binding grid 6-7, 6-13, 6-21 survey 6-7, 6-12, 6-16
for scan-and-search 6-23 linking to question 6-25 grid form 6-7 adding products 6-19 adding questions 6-18 adding to call report 6-13 changing questions 6-30 extending 6-23 see also grid extension ordering products 6-31 ordering questions 6-30, 6-31 properties 6-22 question types 6-32 required products 6-31 required questions 6-30 scan-and-search 6-23 see also scan-and-search suppressing unauthorized products
6-22
H
handheld device configuring scan-and-search B-1 grid extension display 6-26 hierarchy (for business organization), see Region Manager and region set
I
Image question type 6-43 immediate call scheduling 7-19 Import Manager setup specification 10-2 starting 10-1 Import Manager command (Go menu) 1-7 importing Boolean values 10-3 call data 10-10 chain promotion data 10-15 data format rules 10-3 dates 10-3 outlet region 10-11 product chain attribute data 10-14 product data 10-12 product set data 10-13 product site attribute data 10-14 quotes 10-3 site data 10-7 site promotion data 10-16 special characters 10-3 using the SAImport utility 10-16 Insert New command (Call Report Builder menu) instructions form 6-8 adding content 6-27 adding to call report 6-14 changing content 6-31 Integer question type 6-43
G
Generate Export File button 11-23 generating calls 7-19 export data file 11-3, 11-22 generic sites about 7-5 adding 3-10 specifying 3-6 Go menu Call Report Builder command 1-7 Call Scheduler command 1-7 Export Manager command 1-7 Import Manager command 1-7 Product Manager command 1-7 Promotion Manager command 1-7 Region Manager command 1-7 Rep Manager command 1-7 Site Manager command 1-7 Sync Manager command 1-7 grid extension about 6-23 adding 6-23 appearance in FDM client application 6-26 chain-specific 6-23 exposing product attribute for 6-23
1-8
Index-6
international currency support 6-39 extending 6-39 IVR enabling call report for 6-10 survey form for 6-10 questions in call report adding audio 6-18 adding to survey form 6-17 supported types 6-32 server xii telephone access xii
N
new sites accepting change requests for 9-7 change requests in Sync Manager 9-2 discarding change requests for 9-8 matching using Sync Manager 9-2 Nomenclature command (Tools menu) 1-8 nomenclature, changing for desktop 1-12, 12-5 non-repeating calls 7-19 notation conventions this guide xvi wildcards in strings (call scheduling) 7-34
L
late binding grid form 6-7 adding product set 6-21 adding questions 6-21 adding to call report 6-13 extending 6-23 see also grid extension properties 6-22 question types 6-32 scan-and-search 6-23 see also scan-and-search suppressing unauthorized products libraries Choice Set Library 6-49 Question Library 6-48 log file export 11-25 import 10-19 Logon, FDM Desktop 1-4
O
Open Question Library command (Call Report Builder menu) 1-8 ordering export profile 11-3 forms in call reports 6-55 products in grid form 6-31 questions in grid form 6-30, 6-31 questions in survey form 6-29 6-22
P
Previous Versions command (View menu) 6-3 product adding 5-2, 5-3, 5-8 assigning to chains 5-12 assigning to product sets 5-15 assigning to sites 5-14 attributes for grid extensions 6-23 authorized 3-9, 6-22 chain attribute exposing for grid extension 6-23 import record 10-14 changing 5-9 defined 5-7 import record 10-12 removing 5-9 required 6-31 set 5-10 site attribute import record 10-14 product list 5-4 filtering 5-3, 5-16 sorting 5-4 Product Manager 5-1 activities 5-2, 5-3 Filter by Form button 5-3 New Product button 5-2, 5-3 Save and Add Product button 5-2, 5-3 starting 1-7, 5-1 window 5-1 Product Manager command (Go menu) 1-7
M
Make New Version command (Call Report Builder menu) 1-8 manufacturer adding 12-1 assigning regions to 3-9, 3-18 region import record 10-11 removing 12-2 Manufacturers command (Tools menu) 1-8 mobile device see FDM PC WebClient see handheld device module toolbar Export Profile Manager 11-2 Product Manager 5-2 Promotion Manager 8-2 Rep Manager 2-2, 4-2 Site Manager 3-3 Sync Manager 9-3 moving calls between projects 7-4, 7-6, 7-48 MSP Scheduling Service 7-19
Index-7
product set adding 5-10 assigning products to 5-15 changing 5-11 defined 5-10 filtering products in 5-18 import record 10-13 removing 5-12 profile, see export profile project templates 7-2 project types broadcast 7-18 rule-based 7-18 self-scheduling 7-18 standard 7-18 projects 7-2 adding broadcast type 7-40 rule-based type 7-21 self-scheduling type 7-35 standard type 7-21 adding calls to 7-4, 7-6 broadcast 7-4, 7-6 call list 7-42 changing 7-41 extending end date 7-14 managing 7-17 project specification 7-17 removing 7-42 rule-based 7-5 selecting sites and reps 7-23 rule-based project 7-30 standard project 7-28 self-scheduling 7-5 standard 7-4 statistics 7-21 status 7-21 viewing details 7-20 promotion adding for chain 8-5 for site 8-5 changing for chain 8-5 for site 8-5 excluding site 8-5 import record chain 10-15 site 10-16 saving 8-2 Promotion Manager 8-1 activities 8-2 Save & Add Site button 8-2 Save Site button 8-2 starting 1-7, 8-1 window 8-1 Promotion Manager command (Go menu)
properties call report 6-6, 6-54 contacts 3-12 form 6-55 grid form 6-22 late binding grid 6-22 reps 4-5 sites 3-6 Properties command (View menu)
6-3
Q
question adding to form using Question Library assigning choices 6-52 initializing answer 6-34 IVR-enabled 6-17, 6-18, 6-32 linking to grid extension 6-25 required 6-29, 6-30 script ID 6-10 separators 6-45 types 6-32 Choice 6-34, 6-37 Date 6-37, 6-40 DateTime 6-41 Decimal(Short) 6-41 Image 6-43 Integer 6-43 Separator 6-45 Text 6-46 Text(Short) 6-46 Time 6-47 Question Library 6-48 adding question to form using 6-49 adding questions 6-48 opening 6-48 quotes in import rules 10-3 6-49
R
regenerating calls 7-19 Region Manager 2-1 activities 2-2 New Site button 2-2 Save & Add Site button 2-2 Save Site button 2-2 starting 1-7, 2-1 window 2-1 Region Manager command (Go menu) region set adding 2-2, 2-6 changing region names 2-7 region position 2-7 exception handling 2-10 list 2-3
1-7
1-7
Index-8
naming levels 2-8 saving 2-2 setting default 2-5 regional settings 1-12 and currency types 6-39 question types supported 6-33 regular sites 3-6 removing call report 6-55 calls 7-50 campaigns 7-16 chain 12-4 change requests 9-3, 9-8 choice sets in library 6-51 contacts for sites 3-14 export data file 11-22 export profile 11-22 form 6-32, 6-56 form from call report 6-32 manufacturer 12-2 product 5-9 product set 5-12 projects 7-42 question from form 6-32 rep specifications 4-8 separator 6-32 site assignments to reps 3-15, 4-9 site specifications 3-11 removing exceptions 7-56 renaming choice sets in library 6-50 rep list 4-3 filtering 3-17, 4-2 sorting 4-3 Rep Manager 4-1 activities 4-2 command (Go menu) 1-7 Filter by Form button 4-2 filtering rep list 4-3 Save Rep button 4-2 starting 4-1 window 4-1 rep selection (scheduling) in rule-based project 7-32 advanced rules 7-34 previewing results 7-35 specifying text-based attributes in standard project 7-29 repeating calls 7-19 report, call, see call report reps assigning sites to 3-8, 3-14, 4-7, 4-8 changing calls for 4-11 changing specifications 4-7 exporting data for 11-10 filtering the call list 4-11 removing 4-8 removing site assignments 3-15, 4-9 saving 4-2
setting site defaults 3-16, 4-10 setting up in Thinque Management Console specifying 4-5 viewing call assignments 4-7 required product in form 6-31 question in form 6-30 resizing panes 9-4, 9-6 rule-based projects about 7-5, 7-18 adding 7-21 selecting sites and reps 7-30
1-1
S
SAExport utility 11-1, 11-23 SAImport utility 10-16 saving call report 6-6 promotion 8-2 region set 2-2 reps 4-2 sites 3-3 scan.txt file (grid scan-and-search configuration) B-3 scan-and-search (grid form) about B-1 chain-specific configuration about B-1, B-3 distributing B-4 scan.txt file B-3 default configuration B-1, B-2 enabling using Thinque Management Console B-2 grid extensions for 6-23 Scheduler 1-7 scheduling calls automatically 7-4, 7-5, 7-6 background scheduling 7-19, 7-26 foreground call scheduling (immediate) 7-19 how it works 7-3 immediate scheduling (foreground) 7-19, 7-26 manually 7-4, 7-6 methods 7-4 moving 7-4 moving between projects 7-6 MSP Scheduling Service 7-19 scheduling types 7-25 cyclical 7-19 deferred cyclical 7-19 regenerating 7-19 standard 7-19 scripting about 6-10 attaching script to call report 6-10, 6-11 for multiple client device types 6-10 form IDs 6-10 question IDs 6-10 search (grid form), see scan-and-search
7-34
Index-9
self-scheduling projects about 7-5, 7-18 adding 7-35 generic sites 7-5 matching new sites 9-2 separator for products in grid form 6-45 for questions in survey form 6-45 in question sets 6-45 Separator question type 6-45 service, MSP scheduling 7-19 Show Previous Versions command (View menu) site list 3-3 filtering 3-3 sorting 3-4 Site Manager 3-1 Filter by Form button 3-3 filtering site list 3-4 generic sites 3-6, 3-10 New Site button 3-3 regular sites 3-6 Remove Filter button 3-3 Save Site button 3-3 starting 1-7, 3-2 user-defined fields 3-7 window 3-2 Site Manager command (Go menu) 1-7 site selection (scheduling) in rule-based project advanced rules 7-33 dynamic 7-31 explicit 7-30 previewing results 7-35 specifying text-based attributes 7-34 in standard project 7-28 sites adding 3-3, 3-10 adding promotion 8-5 assigning contacts to sites 3-8 assigning products to 5-14 assigning to reps 3-8, 3-14, 4-7, 4-8 change requests for 9-5 changing promotion 8-5 changing specifications 3-10 excluding from chain promotion 8-5 exporting data for 11-14 generic 7-5 import record 10-7 promotion import record 10-16 removing 3-11 removing assignments to reps 3-15, 4-9 saving 3-3 setting default contacts 3-13 setting default reps 3-16, 4-10 specifying 3-6 user-defined specifications 3-7 sorting, see ordering special characters in import rules 10-3
1-7
standard projects about 7-4, 7-18 adding 7-21 selecting sites and reps 7-28 starting Call Report Builder 1-7, 6-2 Call Scheduler 1-7, 7-7 Export Profile Manager 1-7 FDM Desktop 1-4 Product Manager 1-7, 5-1 Promotion Manager 1-7, 8-1 Region Manager 1-7, 2-1 Rep Manager 4-1 SAExport utility 11-24 SAImport utility 10-17 Site Manager 1-7, 3-2 Sync Manager 1-7, 9-3 statistics, project 7-21 status exceptions 7-52 projects 7-21 survey form 6-7 adding IVR-enabled questions 6-17 adding questions 6-16 adding to call report 6-12 changing questions 6-29 enabling for IVR 6-10 ordering questions 6-29 question separators 6-45 question types 6-32 required questions 6-29 Sync Manager 9-1 activities 9-3 contact table 9-7 Discard button 9-3 manually matching new sites 9-8 matching new sites 9-2 outlet table 9-5 resizing panes 9-4, 9-6 sorting contacts 9-6 sites 9-4 starting 1-7, 9-3 window 9-3 Sync Manager command (Go menu) 1-7
T
templates, scheduling project 7-2 territory structure (for business organization), see Region Manager and region set Text question type 6-46 Text(Short) question type 6-46 ThinqComm xii Thinque Management Console xii adding users 1-1 designating reps 1-1 enabling
Index-10
automatic exception verification 7-58 call (completed) approval A-4 call (completed) editing A-11 grid scan-and-search B-2 self-scheduling projects 7-35 Time question type 6-47 Tools menu 1-8 Chains command 1-8 Customize Fields command 1-8 Manufacturers command 1-8 Nomenclature command 1-8 Tracking check box (project wizard) 7-26 typographical conventions this guide xvi wildcards in strings (call scheduling) 7-34
U
underscore character 1-11 user-defined fields 1-12, 3-7, 12-6 users designating reps 1-1 field rep 1-2 setting up accounts 1-1 utilities export (SAExport) 11-1, 11-23 import (SAImport) 10-1, 10-16
V
validating input data, see scripting verifying exceptions automatically 7-9, 7-56 enabling for a scheduling project 7-26 enabling using Thinque Management Console 7-58 manually 7-55 version control, call reports 6-53 View menu Current View command (Call Report Builder) 6-3 Previous Versions command (Call Report Builder) 6-3 Properties command (Call Report Builder) 6-3 viewing call reports 6-52
W
wildcards in filters 1-11 in strings (call scheduling) Window menu 1-8 7-34