Issuu on Google+

Keyfax Inter•View

Administrator’s Guide Omfax Systems Ltd

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 1


Keyfax Inter•View Administrator’s Guide CONTENTS Section 1 – Navigating around Inter•View Terms .......................................................................................... 10 Logging On .................................................................................... 11 Exclusive and Non-exclusive Log-in .................................................. 12 Navigating..................................................................................... 13 The Main Menu .......................................................................... 13 The Navigation Pane ................................................................... 14 The Menu Bar ........................................................................... 15 The Editing Pane ....................................................................... 16 Entities ........................................................................................ 19 Actions ...................................................................................... 19 Messages.................................................................................... 20 Message Selection: ........................................................... 20 Properties...................................................................... 21 The Menu Bar ................................................................. 21 Preview Pane.................................................................. 23 Editing Messages .............................................................. 23 Priorities ................................................................................. 25 Priorities Selection: .......................................................... 25 Properties...................................................................... 26 The Menu Bar ................................................................. 26 Services .................................................................................. 28 Services Selection: ........................................................... 28 Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 2


Properties...................................................................... 29 The Menu Bar ................................................................. 31 Tasks ..................................................................................... 32 Task Selection:................................................................ 32 Properties...................................................................... 33 Task Templates ............................................................... 34 Bookmarks Used .............................................................. 36 Questions ................................................................................ 38 Selection ....................................................................... 38 Question Type................................................................. 39 Address......................................................................... 39 Numeric ........................................................................ 39 List.............................................................................. 40 Text............................................................................. 41 Scripts ...................................................................................... 45 Master Scripts.............................................................................. 47 Categories ............................................................................... 48 Category Properties .......................................................... 49 Category Images .............................................................. 49 Topics .................................................................................... 52 Topic Properties .............................................................. 52 System Scripts ............................................................................. 55 Script Sets .................................................................................. 57 Sets ....................................................................................... 57 Setting up Categories .................................................................. 59 Category Images ........................................................................ 61 Topic Hotspots ................................................................ 61 Related Image Assignment .................................................. 63 Topics .................................................................................... 64 Topic Properties: ............................................................. 65 Script Editing .............................................................................. 67 Scripting Grid ........................................................................... 68 Script Editing............................................................................ 68 Navigating the script editor........................................................... 70 Sections ........................................................................ 70 Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 3


Questions ...................................................................... 71 Messages ....................................................................... 73 Services ........................................................................ 74 Priorities ....................................................................... 75 Tasks ........................................................................... 76 Databox – Read ............................................................... 77 Databox – Write ............................................................... 78 Master Script Links ........................................................... 79 System Script Links........................................................... 80 Script Set Links ............................................................... 81 Advanced...................................................................................... 84 Base Task Templates................................................................... 84 Add Template ................................................................. 85 Email ........................................................................... 86 Letter .......................................................................... 88 Note ............................................................................ 90 Test ............................................................................................ 92 Text Editor.................................................................................... 96 Reports ........................................................................................ 99 Report Viewer ............................................................................ 100 Report Selection ....................................................................... 100 Parameters ............................................................................. 100 Menu items ................................................................... 101 Viewing Reports ....................................................................... 102 Expanding and Collapsing Report Contents .............................. 102 Changing Sorting order ..................................................... 102 Report Builder ............................................................................ 104 Report Data Sources .................................................................. 104 Repairs History............................................................... 104 Enquiries History............................................................. 107 Actions ........................................................................ 108 Creating a Report ..................................................................... 112 Report Controls .............................................................. 112 Adding a Date range as Parameters....................................... 115 Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 4


Adding a Title / Changing Column Headings ............................ 119 Advanced Expressions....................................................... 119 Printing, exporting, saving the report.................................... 120 Report Manager........................................................................... 123 Where new reports should be created ................................... 123 Adding more Report Folders ............................................... 123 Data Sources ................................................................. 125 Security ....................................................................... 125 Automatic Report Generation and Delivery ............................. 126 Date ........................................................................................ 128 General .................................................................................... 129 Logical ..................................................................................... 129 Numeric.................................................................................... 129 Text ........................................................................................ 130 Number formatting specifiers .......................................................... 131

Section 2 - Entities Entities ........................................................................................ 11 Actions ...................................................................................... 11 Messages.................................................................................... 12 Message Selection: ........................................................... 12 Properties...................................................................... 13 The Menu Bar ................................................................. 14 Preview Pane.................................................................. 15 Editing Messages .............................................................. 15 Priorities ................................................................................. 17 Priorities Selection: .......................................................... 17 Properties...................................................................... 18 The Menu Bar ................................................................. 18 Services .................................................................................. 20 Services Selection: ........................................................... 20 Properties...................................................................... 21 The Menu Bar ................................................................. 23 Tasks ..................................................................................... 24 Inter•View Administrator Guide

Copyright Š Omfax Systems 2010

Page 5


Task Selection:................................................................ 24 Properties...................................................................... 25 Task Templates ............................................................... 26 Bookmarks Used .............................................................. 28 Questions ................................................................................ 30 Selection ....................................................................... 30 Question Type................................................................. 31 Address......................................................................... 31 Numeric ........................................................................ 32 List.............................................................................. 32 Text............................................................................. 33

Section 3 - Databoxes Databoxes ..................................................................................... 37 The concept of Databoxes ............................................................... 37 Databoxes - Script Data ............................................................... 38 Databoxes – SQL Query ................................................................ 38 Databoxes – Import XML ............................................................... 38 Databoxes – Export XML ............................................................... 38 Databoxes – System Values............................................................ 39 Databoxes – Company Data ........................................................... 39 Creating a Databox ....................................................................... 40 Script Data .............................................................................. 41 SQL Query ............................................................................... 42 Import XML .............................................................................. 44 Export XML .............................................................................. 45 System Values........................................................................... 47 Company Data .......................................................................... 48 Using a Databox – Write .................................................................. 49 Using a Databox - Read................................................................... 51 Using a Databox – Conditional Assessments ........................................... 53 Using a Databox – Messages & Tasks.................................................... 54 Using a Databox – Formatting Data ..................................................... 55 Using a Databox – Expressions ........................................................... 57 Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 6


Defining an Expression................................................................. 58 Creating a Basic Transformation Expression........................................ 59 Creating a Basic Logical Assessment Expression ................................... 60

Section 4 - Scripts Scripts ...................................................................................... 63 Master Scripts.............................................................................. 65 Categories ............................................................................... 66 Category Properties .......................................................... 67 Category Images .............................................................. 67 Topics .................................................................................... 70 Topic Properties .............................................................. 70 System Scripts ............................................................................. 73 Script Sets .................................................................................. 75 Sets ....................................................................................... 75 Setting up Categories .................................................................. 77 Category Images ........................................................................ 79 Topic Hotspots ................................................................ 79 Related Image Assignment .................................................. 81 Topics .................................................................................... 82 Topic Properties: ............................................................. 83 Script Editing .............................................................................. 85 Scripting Grid ........................................................................... 86 Script Editing............................................................................ 86 Navigating the script editor........................................................... 88 Sections ........................................................................ 88 Questions ...................................................................... 89 Messages ....................................................................... 90 Services ........................................................................ 91 Priorities ....................................................................... 92 Tasks ........................................................................... 93 Databox – Read ............................................................... 94 Databox – Write ............................................................... 95 Master Script Links ........................................................... 96 Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 7


System Script Links........................................................... 97 Script Set Links ............................................................... 98

Section 5 - Advance Advanced..................................................................................... 100 Base Task Templates.................................................................. 100 Test ........................................................................................... 108 Text Editor................................................................................... 112

Section 6 - Reports Reports ....................................................................................... 114 Report Viewer ............................................................................ 115 Report Selection ....................................................................... 115 Parameters ............................................................................. 115 Viewing Reports ....................................................................... 117 Report Builder ............................................................................ 119 Report Data Sources .................................................................. 119 Creating a Report ..................................................................... 127 Report Manager........................................................................... 138

Appendix - Expressions Date ........................................................................................... i General .......................................................................................ii Logical ........................................................................................ii Numeric.......................................................................................ii Text .......................................................................................... iii

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 8


Keyfax Inter•View Administrator’s Guide

Section 1 – Navigating around Inter•View

Terms ........................................................ Error! Bookmark not defined. Logging On .................................................. Error! Bookmark not defined. Exclusive and Non-exclusive Log-in ................ Error! Bookmark not defined. Navigating................................................... Error! Bookmark not defined. The Main Menu ........................................ Error! Bookmark not defined. The Navigation Pane ................................. Error! Bookmark not defined. The Menu Bar ......................................... Error! Bookmark not defined. The Editing Pane ..................................... Error! Bookmark not defined.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 9


Terms Operators – staff at the customer service desk who use the scripts to manage calls from customers Administrators – staff who have access to the administration tools for editing Keyfax scripts Host system – the system that Keyfax Inter•View integrates with; that launches Inter•View and passes across a startup data file (XML) and receives back the export data file from Inter•View containing all the enquiry details and diagnosed actions Startup XML – the data file passed across from the host or calling system to Keyfax Keyfax Inter•View at commencement of a scripted enquiry. Export XML – the data file passed back from Keyfax to the host system containing the details of the enquiry and diagnosed actions

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 10


Logging On Launch Keyfax Administrators Module

The log-in page is displayed

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 11


At the login screen, enter your details

User ID – enter logon name Password – enter password Server - select from the drop-down of available servers System - select system from drop-down of available systems Script Type – select Diagnostic or Enquiry scripts Exclusive Login – check the box for exclusive log-on

Exclusive and Non-exclusive Log-in To prevent illogical errors where more than one person may be accessing Keyfax scripting tools and editing scripts at the same time, the login provides for an Exclusive access. Several administrators can log in as non-exclusive users and work simultaneously but with some restricted functionality. Full functionality is available with Exclusive login which will allow only one user to have access at a time. When logging on, it will check that no other Administrators are logged on. Attempts to login while another Administrator is exclusively logged in will display a warning. When you login as Exclusive, the option to abort another Administrators login is provided but this should only be used after checking the stated Administrator is not actually using the system and is unable to close their login normally. (This can happen in the event of a system failure while logged in.)

Functions that require exclusive login are: •

• • •

Deleting items:  Actions  Templates  Questions  Databoxes, Expressions and Company Values  Topics  Categories  Script Sets  Hotspots and Set level overrides  Related images Option List - Add, Delete or Re-order options Un-assign Set level related image Un-assign Set level Category and Topic

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 12


Navigating The terms used throughout this manual when referring to areas of the screen are: Main Menu Menu Bar

Navigation Pane

Editing Pane

The Main Menu

Script Mode The main menu gives access to: • Scripts o System Scripts o Master Scripts o Script Sets • Entities o Actions  Messages  Priorities Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 13


• •

 Services  Tasks o Questions o Databoxes Advanced o Base Task Templates o Large Icons o Test Reports o Report Builder o Report Manager o Report Viewer Users o Users o Business Groups o Task groups Help o Contents o About Exit

Script Mode o Diagnostic Scripts o Enquiry Scripts

As click on a menu item, a new tab is displayed with the appropriate display. You can have multiple tabs open at any one time but editing is only permitted on one tab at a time. If you have the Edit mode open on a tab, the tab title will have an asterisk *.

The Navigation Pane The Navigation Pane is where the selection of items is made. It will contain list of items, often in groups and ordered alphabetically. For many views, a filter is provided for entering text to narrow the selection

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 14


The Menu Bar The Menu Bar shows icons for viewing and editing the selected items. Icons on the Menu Bar will vary depending on which items are currently being viewed and edited

- select ‘Edit’ to enable changes to be made to the selected item - the Edit icon will change from to . The icon on the right of the Menu bar will also change from ‘Read Only’ to ‘Editing’. If you find you cannot access areas, check that you are in Edit mode. You cannot have edit mode open on more than one tab. - select ‘Add’ to add a new item.

- select ‘Save’ to save changes. - select ‘Restore’ to undo and restore the item to the last saved position .

- select ‘Delete’ to delete an item. The delete button will only be enabled if you are in Edit mode and have logged in as an exclusive user. WARNING: Deleting items cannot be undone. Text - Select

to edit the component details of the item.

Spell Check - Select to spell check your message text for any spelling errors (this button is only present when relevant, e.g. for Messages).

displays a list of the scripts that this item is References - Selecting used in. Selecting a script from the list shows a preview of that script.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 15


The Editing Pane The Editing Pane is where most editing will take place. In edit mode, the Editing Pane will allow new entries, setting properties for items and edits to existing items.

Editing Pane

Inter•View Administrator Guide

Copyright Š Omfax Systems 2010

Page 16


Keyfax Inter•View Administrator’s Guide Section 2 - Entities Entities ........................................................................................ 19 Actions ...................................................................................... 19 Messages.................................................................................... 20 Message Selection: ........................................................... 20 Properties...................................................................... 21 The Menu Bar ................................................................. 21 Preview Pane.................................................................. 23 Editing Messages .............................................................. 23 Priorities ................................................................................. 25 Priorities Selection: .......................................................... 25 Properties...................................................................... 26 The Menu Bar ................................................................. 26 Services .................................................................................. 28 Services Selection: ........................................................... 28 Properties...................................................................... 29 The Menu Bar ................................................................. 31 Tasks ..................................................................................... 32 Task Selection:................................................................ 32 Properties...................................................................... 33 Task Templates ............................................................... 34 Bookmarks Used .............................................................. 36 Questions ................................................................................ 38 Selection ....................................................................... 38 Question Type................................................................. 39 Address......................................................................... 39 Numeric ........................................................................ 39 List.............................................................................. 40 Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 17


Text............................................................................. 41

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 18


Entities To access Entities, select Entities from the Main Menu. The sub menu contains: •

Actions 

Messages



Priorities



Services



Tasks

Questions

Databoxes

Actions

Select Actions from the sub-menu to access the four options. 

Messages



Priorities



Services



Tasks

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 19


Messages Messages are displayed whilst using the scripts to give important information to the operator. They can also feature links to related documents and websites. Select Messages from the Actions sub menu in the Entities Menu to open a new tab. The Navigation Pane displays the Message Selection, containing a list of the messages already set up, organised into groups and listed alphabetically. Message Selection: Filter - type in characters from the keyboard to search for messages with the specific text. You can search for text in the Description or the Code columns. As you type into the Filter the list will update with messages matching your Filter criteria. Selected message

Menu Bar

Navigation Pane

Preview Pane

The Editing Pane contains: Inter•View Administrator Guide

Copyright Š Omfax Systems 2010

Page 20


Selected message – the message code and description is displayed at the top of the Editing Pane. Properties Group - Messages are arranged into groups so that they appear together in the message selection list. Either select a group from the drop down list when creating/editing a message or type in the name of a new group. You can also move multiple messages into a group in the Navigation Pane by either Shift clicking to select a block of messages or by Ctrl clicking to select multiple messages and then dragging them into the desired group in the message selection list.

Code – the code for the message. This code may be numbers or letters and can be up to 15 characters in length. It is useful to make the code mean something to you for use within the scripts. Title - the title of the message displayed in the bar above the main body of text when viewed by a Operator. Messages provided in the model use the titles such as ‘Advise Caller’ and ‘Check’. Style - a model set of styles are provided for messages. Choose the style for each message by selecting it from the drop down list. If you would like any amendments or additions to the styles you should contact your Keyfax Account Manager. Description – a short description of the content of the message, displayed in the message selection list on the left and searchable using the filter. Link text- you can add a button to messages linked to files or WebPages within your network. The link text is the name that will be displayed on the button. Link URL - the location of the file the button on the message will open. For files, enter the network path e.g. //servername/sharename/file1.doc. For webpages enter the URL e.g. http://www.domainname.com/page1.htm. Parameters – the parameters to be applied to a URL. Note that parameters themselves can be parameterised.

The Menu Bar The Menu Bar shows icons for editing the selected items.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 21


Add - Select to add a new message to the system. Enter relevant information in all the appropriate fields described below before clicking Save to finish creating the message. Edit - click on the Edit icon to enable changes to be made to the selected item the Edit icon will change from to . The icon on the right of the Menu bar will also change from ‘Read Only’ to ‘Editing’.

Save - to save changes, select Save.

.

Restore - to undo and restore the item to the last saved position, click on Restore . Delete - to delete the message, select Delete . The delete button will only be enabled if you have logged in as an exclusive user. WARNING: Deleting a message cannot be undone. Text - Select

to edit the text of the message.

References - Selecting opens a new tab which displays a list of the scripts that this message is used in. Selecting a script from the list shows a preview of that script.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 22


Spell Check - Select

to spell check your message text for any spelling

Preview Pane The Preview Pane displays a preview of the message. Use the Preview Pane to see how changing the Style from the drop down affects the appearance of the message.

Width - move the slider to change the width of the message. You can see how this will affect the appearance of the message in the Preview window.

Editing Messages Click on Edit on the Menu Bar to enter edit mode. In Edit mode, the Navigation Pane contains a Bookmark Selection – these are Databoxes that have already been created (see Section 3 Databases) .You can drag bookmarks into the Editing Pane to place them onto a message or add bookmarks to the message by placing the cursor in the text area at the required position and click on the the right of the selected bookmark.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

to

Page 23


Menu Bar

Formatting Menu Navigation Pane Text Area

Use the Text Area to enter the text of the message and the Formatting Menu to format the text of the message as required.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 24


Priorities Priorities are timescales associated with actions. They determine how quickly the action described by a Service Code should be carried out (Services are used within scripts to denote when an order for a service or work needs to be given) Select Priorities from the Action sub menu in the Entities Menu to open a new tab. The Navigation Pane shows the Priorities Selection, containing a list of the priorities already set up and listed alphabetically. Priorities Selection: Filter - type in characters from the keyboard to search for priorities with the specific text. You can search for text in the Description or the Code columns. As you type into the Filter the list will update with priorities matching your Filter criteria.

Menu Bar

Navigation Pane

Editing Pane

Inter•View Administrator Guide

Copyright Š Omfax Systems 2010

Page 25


The Editing Pane contains: Properties Priority code - a unique code for the priority. This code may be any combination of numbers or letters and can be up to 15 characters in length. It is useful to make the code meaningful for when it is used within the scripts. Description - a short description of the content of the priority. This is displayed in the message selection list in the Navigation Pane and will be searchable using the filter. Premium Factor – where a service or repair is rechargeable, this factor will be the multiplier applied to the service cost held. This is expressed as a decimal, where for example a 25% add-on is expressed as Premium Factor of 1.25. Premium Fixed - where a service or repair is rechargeable, this factor will be the amount added to the service cost held. This is expressed as a whole number where for example a £25 add-on is expressed as Premium Fixed of 25. Target Days - the number of (calendar) days within which the case must be dealt with.

The Menu Bar The Menu Bar shows icons for editing the selected items.

Add - Select to add a new priority to the system. Enter relevant information in all the appropriate fields described below before clicking Save to finish creating the priority. Edit - click on the Edit icon to enable changes to be made to the selected item the Edit icon will change from to . The icon on the right of the Menu bar will also change from ‘Read Only’ to ‘Editing’.

Save - to save changes, select Save.

Inter•View Administrator Guide

.

Copyright © Omfax Systems 2010

Page 26


Restore - to undo and restore the item to the last saved position, click on Restore . Delete - to delete the priority, select Delete . The delete button will only be enabled if you have logged in as an exclusive user. WARNING: Deleting a priority cannot be undone.

References - Selecting open a new tab which displays a list of the scripts that this message is used in. Selecting a script from the list shows a preview of that script.

Inter•View Administrator Guide

Copyright Š Omfax Systems 2010

Page 27


Services Services are used in the scripts to denote when an order for a service or work needs to be given. For repairs and similar work, these are usually the Schedule of Rates (SOR) with SOR codes. They contain the information on the work required and how much it will cost. Various other pieces of information can be attached to a service code. Select Services from the Action sub menu in the Entities Menu to open a new tab. The Navigation Pane displays the Services Selection, containing a list of the priorities already set up and listed alphabetically. Services Selection: Filter - type in characters from the keyboard to search for services with the specific text. You can search for text in the Description or the Code columns. As you type into the Filter the list will update with services matching your Filter criteria. The list of services can also be sorted (ascending or descending) by code or description by clicking on the column header.

Inter•View Administrator Guide

Copyright Š Omfax Systems 2010

Page 28


Menu Bar

Navigation Pane

Editing Pane

The Editing Pane contains: Properties Group - Services can be arranged into groups so that they appear together in the Service Selection on the Navigation Pane. Either select a group from the drop down list when creating/editing a service or by type in the name of a new group. You can also move multiple services into a group in the Navigation Pane by either Shift clicking to select a block of services or by Ctrl clicking to select multiple services and then dragging them into the desired group in the Service Selection list.

Service Code – the code associated with the service. This is a unique code; it can be any combination of numbers or letters and up to 15 characters in length. It is useful to make the code meaningful for when it is used within the scripts Short Description - a short description of the service/work that will be carried Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 29


Long Description - a detailed description of the service/work that will be carried out Default Priority – the default priority assigned to the service. When this service code is used within a script it will be assigned the default priority. Within a script, if a priority is encountered after the service code this will overwrite the default priority.

IR Certification - sets the IR Certification to true if checked. Unit of Measure – sets the unit of measure for each service code. E.g. LM, No., Job or SM Unit Cost – the cost per unit or the total cost of the service code SMV – the Standard Minute Value for the service Contractor – the code of the contractor to be associated with the service.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 30


The Menu Bar The Menu Bar shows icons for editing the selected items.

to add a new Service to the system. Enter relevant information Add - Select in all the appropriate fields described below before clicking Save to finish creating the service. Edit - click on the Edit icon to enable changes to be made to the selected item the Edit icon will change from to . The icon on the right of the Menu bar will also change from ‘Read Only’ to ‘Editing’.

Save - to save changes, select Save.

.

Restore - to undo and restore the item to the last saved position, click on Restore . . The delete button will only be Delete - to delete the Service, select Delete enabled if you have logged in as an exclusive user. WARNING: Deleting a service cannot be undone.

References - Selecting opens a new tab and displays a list of the scripts where this Service is used. Selecting a script from the list shows a preview of that script.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 31


Tasks Tasks are used in the scripts to send letters, emails or notes. Various pieces of information can be collected from the Host system or the operator by Keyfax Inter•View to be used by a Task. Select Tasks from the Action sub menu in the Entities Menu to open a new tab. The Navigation Pane displays the Task Selection, containing a list of the tasks already set up and listed alphabetically. Task Selection: Filter - type in characters from the keyboard to search for Tasks with the specific text. You can search for text in the Description or the Code columns. As you type into the Filter the list will update with tasks matching your Filter criteria. The list of tasks can also be sorted (ascending or descending) by code or description by clicking on the column header.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 32


Menu Bar

Navigation Pane

Editing Pane

The Editing Pane shows: Properties Group - tasks can be arranged into groups so that they appear together in the Task Selection list. Either select a group from the drop down list when creating/editing a task or type in the name of a new group if you wish to create a new one or if no groups exist. You can also move multiple tasks into a group by either Shift clicking to select a block of tasks or by Ctrl clicking to select multiple tasks and then dragging them into the desired group in the task selection list.

Code – the unique code for the task. This code may be any combination of numbers or letters and can be up to 15 characters in length. It is useful to make the code meaningful for when it is used within the scripts. Short description – a brief description of what the task will do. Full description - a detailed description of what the task will do. Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 33


Default priority – the default priority assigned to the task. When this task code is used within a script it will be assigned the default priority Within a script, if a priority is encountered after the service code this will overwrite the default priority.

Task Templates Templates are used to create letters, emails or notes. The Task Templates shows all the templates attached to the task. To add a template, select<Add template>. The drop down list displays the available templates.

On making a choice, the Task Template editor will be displayed where you can adjust the template to suit. To edit an existing task item click on the Edit button screen.

to open the editing

Formatting Menu Navigation Pane Text Area

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 34


The Editing Pane displays the task to be edited and contains a Formatting Menu and a Text Area. Here you can design the layout of the task or item, insert images and format the text. You can also drag any Bookmarks from the Bookmark Selection list into the task. In Edit mode, the Navigation Pane contains a Bookmark Selection – these are Databoxes that have already been created (see Section 3 - Databoxes) .To add a bookmark to a task, either select the bookmark in the Navigation Pane and drag it into the Text Area to place it onto a message or place the cursor in the text area to the right of the selected bookmark. To at the required position and click remove a bookmark from the Text Area, position the cursor after the bookmark and type a Backspace or select the bookmark, right click and select ‘Cut’. Add item - add an item to a template by selecting <Add item>. The drop down list contains the options of a Continuation (open a new editor and blank page) or an Enclosure if linked to a letter, or an Attachment if linked to an email.

For enclosures or attachments, a new tab is displayed: Description – enter a description of the attachment or enclosure File – for attachments enter the file path or select the browse button

.

Note that the path/filename must be available to the hosting webserver when the script is executed. Typically, you should arrange for all attachments/enclosures to reside in a shared folder on a file server.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 35


Bookmarks Used This lists any bookmarks used by the templates attached to this task.

The Menu Bar The Menu Bar shows icons for editing the selected items.

Add - Select to add a new Task to the system. Enter relevant information in all the appropriate fields described below before clicking Save to finish creating the task. Edit - click on the Edit icon to enable changes to be made to the selected item the Edit icon will change from to . The icon on the right of the Menu bar will also change from ‘Read Only’ to ‘Editing’.

Save - to save changes, select Save.

Inter•View Administrator Guide

.

Copyright © Omfax Systems 2010

Page 36


Restore - to undo and restore the item to the last saved position, click on Restore . Delete - to delete the task, select Delete . The delete button will only be enabled if you have logged in as an exclusive user. WARNING: Deleting a task cannot be undone.

References - Selecting opens a new tab and displays a list of the scripts where this task is used. Selecting a script from the list shows a preview of that script.

Interâ&#x20AC;˘View Administrator Guide

Copyright Š Omfax Systems 2010

Page 37


Questions Questions are used in the scripts to obtain information about an enquiry. They form the main steps in a script for processing the enquiry and determining the appropriate responses. Select Questions from the Entities Menu to open a new tab.

Editing Pane

Navigation Pane

The Navigation Pane shows the Question Selection, containing a list of the questions already set up and listed alphabetically. Selection Level – display a drop down list of System and Master – System – lists all questions set up at the System level. These are available to all scripts and are useful for functionality that is shared by all scripts. Master – lists all questions set up at the Master level. These are available only within the category they are assigned to, when used in Script Sets. Filter - type in characters from the keyboard to search for questions with the specific text. Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 38


As you type into the Filter the list will update with questions matching the Filter criteria selected. To open a category to view the questions, click on . Click the

button to remove the filter and re-display all entries.

The Editing Pane displays: Question Type Select one of the question types to create a new question. The options are: •

Address

Numeric

List

Text

Address This question type allows the input of an address into the system.

Name - a descriptive name to identify the question within the system. Display - the question text to be displayed to the Operator. Fields - the fields to be used and displayed with the question. Select an item by checking the check box. Select if the field is to be mandatory or not by clicking through the box.

Numeric This question type allows the input of a numeric value into the system. Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 39


Name – a descriptive name to identify the question within the system Display - the question text to be displayed to the Operator Asset Data – this will display a new window prompting for selection of a data source to be used as the default answer for this question. Min - the minimum value the field will accept Max - the maximum value the field will accept Mandatory - check this to make input into the field mandatory Decimal places - set how many decimal places to be recorded for the value.

List This question type allows a list of options to be displayed for the Operator to select.

List Properties Name – a descriptive name to identify the question within the system. Display - the question text to be displayed to the Operator.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 40


Asset Data – this will display a new window prompting for selection of a data source to be used as the default answer for this question. Multi-select Allow freeform text - check this to allow freeform text to be entered into the system. Record freeform text - check this to record the text entered by the operator. Options Display Prompt – the text of the option to be displayed to the Operator Return Value – text to be used to replace the display prompt. If ‘Rec’ (below) is selected, this value will be concatenated to any previously collected responses. Rec – check the box if the selected response is to be added to the enquiry description. To re-order options, select the options and use the new option, click

or

buttons. To add a

.

Text This question type allows the Operator to type in text in answer to the question.

Name – a descriptive name to identify the question within the system. Display - the question text to be displayed to the Operator. Asset Data – this will display a new window prompting for selection of a data source to be used as the default answer for this question. Multi-line - check this box to allow multiple lines of text to be entered. Mandatory - check this box to make input into this field mandatory. Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 41


Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 42


Keyfax Inter•View Administrator’s Guide

Section 4 - Scripts Scripts ...................................................................................... 45 Master Scripts.............................................................................. 47 Categories ............................................................................... 48 Category Properties .......................................................... 49 Category Images .............................................................. 49 Topics .................................................................................... 52 Topic Properties .............................................................. 52 System Scripts ............................................................................. 55 Script Sets .................................................................................. 57 Sets ....................................................................................... 57 Setting up Categories .................................................................. 59 Category Images ........................................................................ 61 Topic Hotspots ................................................................ 61 Related Image Assignment .................................................. 63 Topics .................................................................................... 64 Topic Properties: ............................................................. 65 Script Editing .............................................................................. 67 Scripting Grid ........................................................................... 68 Script Editing............................................................................ 68 Navigating the script editor........................................................... 70 Sections ........................................................................ 70 Questions ...................................................................... 71 Messages ....................................................................... 73 Services ........................................................................ 74 Priorities ....................................................................... 75 Tasks ........................................................................... 76 Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 43


Databox – Read ............................................................... 77 Databox – Write ............................................................... 78 Master Script Links ........................................................... 79 System Script Links........................................................... 80 Script Set Links ............................................................... 81

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 44


Scripts Keyfax Inter•View provides an intelligent scripting system, enabling staff to handle call enquiries and service requests consistently and to respond to the individual and context. A script comprises: •

a Topic – the subject that the enquiry or service request relates to (e.g. noisy neighbours, shared ownership, broken window, blocked waste)

the Script Steps – the questions or prompts that identify the nature of the enquiry or problem

the Actions - provide messages, collate and manipulate responses, generate tasks and service orders.

Script Steps are linked to create a logical flow. When designing a script, it is important that the logic is defined first. Use a flow chart to sketch out the steps for your script and to map out the decision tree – use Visio or Chartist or a similar program, or even paper and pencil!

With Inter•View you create Script Sets, comprising of a collection of individual scripts which are in turn grouped into Categories.

Each Script Set would be designed to reflect a particular service or client group. You can therefore create multiple scripts. To assist with managing multiple scripts, you can create: Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 45


System Scripts – containing individual scripts that are run at defined points or are available to link to individual scripts Master scripts - holding individual script items that can then be inherited by a Script Set Script Sets – containing the scripts that will be used by operators, containing scripts items unique to the Set as well as links to both System Scripts and Master Scripts A word about Master Scripts – all Categories and their associated properties are created and held at Master level. Any Categories used at Script Set level are ‘inherited’ from ‘Master’ Categories that must already be set up at Master level.

To access the scripts, select Scripts from the main menu

Main Menu

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 46


Master Scripts Select Master Scripts from the Scripts menu item.

Menu Bar

Navigation Pane

Editing Pane

The Navigation Pane shows the Script Categories. These can be opened up to show the list of Topics

The Menu Bar shows icons for editing the selected items.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 47


Click on the Edit icon to enable changes to be made to the selected item - the Edit icon will change from to . The icon on the right of the Menu bar will also change from ‘Read Only’ to ‘Editing’. To add a new item, select Add. To undo and restore the item to the last save position, click on ‘Restore’. To delete an item, in Edit mode, click on ‘Delete’.

Categories Select a Category and the Categories Properties are displayed in the Editing Pane. To add a new Category, either select the <New Category> at the bottom of the category list in the Navigation pane or click on ‘Add’ on the Menu Bar. This automatically takes you into Edit mode. You must create Categories at the Master script level before they are available at Script Set level.

To edit an existing category, select the category and click on ‘Edit’ on the Menu Bar.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 48


The Editing Pane shows: Bread-crumb – this displays the currently selected category. Category Properties Name – the displayed name of the Category Selectable (visible) – if this button is checked, the category is visible to Operators

.. Continuation (not visible) – if this is checked, the category is not visible to Operators and would be used as a continuation script, linked to a visible script. Category Images Topic Hotspots Images with ‘hotspot’ areas can be added and will be displayed to Operators as they select a category. Hotspots can be linked to Topics within the selected Category. By selecting a hotspot, Operators are selecting the associated Topic. Click on ‘Topic Hotspots’ to open the Hotspot Editor.

Breadcrumb

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 49


Again, to make any edits, click Edit on the Menu Bar.

The Hotspot Editor shows: Breadcrumb – this displays the current selected Category and confirms that this is held at Master level Master level Properties Image – identifies the image file being used – default images are ‘png’ format. ‘Gif’, ‘bmp’ and ‘jpg’ format can also be used. Display Text – the name displayed to Operators to add hotspot) – displays the topics within the selected Topic (click category. Where a hotspot has not been created, is shown on the right of the topic. To create a hotspot for the topic, click . A new hotspot area will be created on the image (any overlapping areas will be highlighted in red) which can be moved and resized as required.

Related Images Inter•View also provides a facility for Operators to view additional images appropriate to the selected Category. Click on ‘Related Images’ to open the Related Images Selection.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 50


To edit the list of related images, click on Edit on the Menu bar. Image –identifies the file name for the selected image. To view or select another image click on the browse icon

.

Name – the name for the image displayed to Operators.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 51


Topics In the Navigation Pane, double-click on a category or select topics.

to open the list of

Bread-crumb

Select a Topic and the Topic Properties are displayed in the Editing Pane. To add a new topic, either select the <New Topic> at the bottom of the topic list for each category in the Navigation pane or click on ‘Add’ on the Menu Bar. This automatically takes you into Edit mode. Topics are added to categories at the Master Script level. To edit an existing topic, select the category and click on ‘Edit’ on the Menu Bar. The Editing Pane shows: Bread-crumb – this displays the currently selected topic with its associated category. Topic Properties Name – the displayed name of the Topic Key Words – keywords used by the keyword search for Operators when looking for a topic – use all words that might assist with the selection. Related Image – this is the image displayed to Operators in the viewing pane when they select the ‘Related Images’ tab for the topic. The drop-down list Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 52


displays all images available for the Category. Any image selected will be shown as a thumbnail.

Selectable (visible) – if this button is checked, the topic is visible to Operators

.. Continuation (not visible) – if this is checked, the topic is not visible to Operators and would be used as a continuation script, linked to a visible script. Topics that have been set as Continuation (not visible) are displayed in the navigation pane with the leading ‘..’

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 53


Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 54


System Scripts System Scripts are scripts designed to be run at selected times or to provide scripts that can be used by other script types – by Master Scripts or Script Sets. Select System Scripts from the Main Menu.

The Navigation Pane shows two Categories of scripts – Reserved and Custom.

Reserved - scripts designed to provide pre-set functions and have the following options: Cancel - a script that runs when Keyfax is cancelled Priority Justifications – a script that runs when a priority is over-ridden by an Operator in the Results (final) screen Results – a script that runs immediately before the Results (the final) screen i.e. once other scripts have completed

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 55


Special Instructions - a script that identifies any special instruction and triggered by Operators from the Special Instructions button on the Results (final) screen Startup - a script that runs when Keyfax is started to handle an enquiry or service request

Custom – scripts that are created as required and which other scripts can link to. For example, scripts to check ‘How did it happen?’ – a standard question often used against service requests; a script to check on ‘Tenant responsibility’ for a service request

To create a new custom script, select <New Custom Script> at the foot of the list. To edit a script, click on ‘Edit’ on the Menu Bar.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 56


Script Sets Script Sets contains the elements of the scripts that Operators may access. Select Scripts Sets from the Main Menu. The Navigation Pane Set contains the Script Selection.

Sets Level – either Set or Set Alias. Select Set to view all script sets designed to function with their own scripts. Select Script Alias to view script sets that utilise scripts from another script set.

The example above shows the script set ‘Housing Services (Tenants)’ and its associated Categories. In the example below, the script set ‘test’ is an alias and using the scripts from the Script Set ‘Housing Services (Tenants). It therefore is displayed as subordinate to the script set ‘Housing Services (Tenants).

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 57


Breadcrumb

Aliases are used where host systems hold a variety of codes designating different services and/or client group (called ‘Tenancy Type’ in Keyfax Inter•View). The host passes across this code in the import (XML) data file for each new call/enquiry being handled by an Operator. Hosts may therefore use a multitude of codes but these can be set to link to a particular script set as required. For example, a particular code may represent ‘Tenants’ whereas another might represent ‘Leaseholders’.

Select a script set in the navigation pane to view the set properties. The Editing Pane shows: Bread-crumb – this displays the currently selected script set. Script Set Properties Code – the code for the script set that should be set to the code passed from the host system (in the Startup data file) Name – a descriptive name used for display purposes Policy Help page – the URL to the Policy pages for the script set Alias for Set – the script set that this set utilises. Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 58


Setting up Categories Master Category Assignment This section provides the facility for selecting the Categories to be used for the script set. Unassigned Categories – shows the full list of categories available for assignment. These are categories that have been set up in the Master Scripts. Assigned categories – shows those categories already assigned to be used for this script set. You must create Categories at the Master script level before they are available at Script Set level.

To assign categories, select it in the Unassigned Categories list and click the button. To remove an assigned category, select it in the Assigned category list and button click the

Select a category in the Navigation Pane. Double click or click category to show the associated topics.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

to expand the

Page 59


Breadcrumb

The Editing Pane now shows: Bread-crumb – this displays the currently selected category. Category Properties Name – a descriptive name used for display purposes Selectable (visible) – if this button is checked, the topic is visible to Operators

.. Continuation (not visible) – if this is checked, the topic is not visible to Operators and would be used as a continuation script, linked to a visible script. Topics that have been set as Continuation (not visible) are displayed in the navigation pane with the leading ‘..’ Test – if this is checked, scripts are visible when run using the Script Test (Test on the Main Menu) but not to Operators.

To edit any of these settings for the category, select Edit from the Menu Bar. Amendments made at this script set level will apply only to the script set. In this way, script sets can inherit elements from Master Scripts but display them in a unique way Topic Assignment Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 60


This section provides the facility for selecting the Categories to be used for the script set. Unassigned Topics – shows the full list of topics for the category available for assignment. These are topics that have been set up in the Master Scripts. Assigned Topics – shows those topics already assigned to be used for this category in this script set. Script sets can therefore use a unique selection of topics available. You must create Topics within Categories at the Master script level before they are available at Script Set level.

button. To assign Topics, select it in the Unassigned Topics list and click on the To remove an assigned Topic, select it in the Assigned Topics list and click the button.

Category Images Topic Hotspots Images with ‘hotspot’ areas are displayed to Operators as they select a category. Hotspots are linked to Topics within the selected Category. By selecting a hotspot, Operators are selecting the associated Topic. Click on ‘Topic Hotspots’ to open the Hotspot Editor. This will display the image and hotspots with associated topics that has been created at the master Script level. By default, this will be the image displayed to Operators, so if changes have been made to Topics at the Script Set Category level, these will need also to be reflected in the image, hotspots and topics at the Script set level. To edit the Hotspot click on ‘Edit’ in the Menu Bar. A message will appear:

Changes made at the Script Set level will therefore be unique to the script set. To continue, select ‘Yes’ and the following screen will be displayed:

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 61


Breadcrumb

This shows: Breadcrumb – this displays the script set and category Set Level Properties Image – identifies the image file being used – default images are ‘png’ format. ‘Gif’, ‘bmp’ and ‘jpg’ format can also be used. Use the browse button

to select an image.

Display Text – enter the name for the image to be displayed to Operators Topic (click + to add hotspot) – displays the topics within the selected category. Where a hotspot has not been created, is shown on the right of the topic. To create a hotspot for the topic, click . A new hotspot area will be created on the image (any overlapping areas will be highlighted in red) which can be moved and resized as required by dragging or selecting and moving a side handle.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 62


Hotspot area with handles shown

Related Image Assignment Inter•View also provides a facility for Operators to view additional images appropriate to the selected Category. Images available within each Category are set up at Master Script level. Click on ‘Related Images Assignment’ to view assigned images.

Breadcrumb

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 63


Breadcrumb – this displays the script set and category Unassigned Images – shows the full list of images for the category available for assignment. These are images that have been set up in the Master Scripts. Assigned Images – shows those images already assigned to be used for this category in this script set. Script sets can therefore use a unique selection of images available. You must set up Related Image Categories at the Master script level before they are available at Script Set level.

To assign images, select it in the Unassigned Images list and click the button. To remove an assigned image, select it in the Assigned Images list and click the button.

Topics In the Navigation Pane, select a topic to display the Topic Properties in the Editing Pane. By default, the topic details will be those inherited from the Master Scripts. These can be amended at the Script Set level to present a unique set of topics for the script set. Click Edit on the Menu Bar to amend details for the script set.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 64


Breadcrumb

Bread-crumb – this displays the currently selected topic with its associated script set and category. Topic Properties: Name – the displayed name of the Topic Key Words – keywords used by the keyword search for Operators when looking for a topic – use all words that might assist with the selection. Related Image – this is the image displayed to Operators in the viewing pane when they select the ‘Related Images’ tab for the topic. The drop-down list displays all images available for the Category. Any image selected will be shown display area. If an associated thumbnail image has also been created, this will be displayed in the display area to the right. Selectable (visible) – if this button is checked, the topic is visible to Operators Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 65


.. Continuation (not visible) – if this is checked, the topic is not visible to Operators and would be used as a continuation script, linked to a visible script. Topics that have been set as Continuation (not visible) are displayed in the navigation pane with the leading ‘..’ Test – if this is checked, scripts are visible when run using the Script Test (Test on the Main Menu) but not to Operators.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 66


Script Editing Open Scripts (System, Master or Script Sets) to view topics within categories (see above for setting up Categories and Topics). The menu bar now displays the following:

Select the topic to be scripted and select Script on the Menu Bar. The Scripting Grid will now be displayed in the Editing Pane. To return to the Topic properties, click on Properties

on the Menu Bar.

Scripting Grid

References - Selecting is used.

Interâ&#x20AC;˘View Administrator Guide

displays a list of the scripts where this topic

Copyright Š Omfax Systems 2010

Page 67


Scripting Grid The Scripting Grid contains:

Script Step – the questions and options displayed in a hierarchical tree structure Rec – if checked, selected response is recorded and added to the enquiry description which may ultimately be exported to the host (calling) system. Act – indicates the type of action, i.e.: DBW – denotes a Databox Write DBR – denotes a Databox Read LNK – denotes a link to another scripts MSG – denotes a message PRI - denotes a Priority SVC – denotes a service code TSK – denotes a task Action – displays the selected action Next Step- indicates next step to be taken – [Next Step] - this is not displayed End – script finishes (will then return to any calling script) Cancel – script process cancelled Section n – go to designated section of script.

Script Editing Select Edit on the Menu Bar. The Edit Icon then changes to a lock indication that editing is in operation and other editing is not permitted. The Navigation Pane now contains all the script items available for script editing

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 68


Script Items: Item Type – the drop down lists all the available elements

The available ‘Script Links’ are dependent on the script type. Scripts within a Script Set can link to scripts within the same set to Master and to Systems scripts; System Script can link only to System scripts. Master Scripts can link to Master Scripts and Systems Scripts but not to Script Sets.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 69


Filter – type in characters from the keyboard to search for particular references. As characters are entered, a ‘Clear’ button is displayed which will clear the search. Note – the contents for each of the Item Types (the questions, messages, etc) must be created in advance of their use– See Section 2 Entities and Section 3 Databoxes.

Navigating the script editor Any of the Item types can be added to the script by using drag and drop. Select an item (question, message or whatever) from the list the items shown in the Navigation Pane. Right click on the item with the mouse, hold the right mouse button down and move the cursor into the Editing Pane. indicating that the question cannot be Initially the cursor will change to inserted at the point where the cursor is located. As you move the mouse into the Editing Pane a symbol

will appear to the left hand of the Script Step column.

The cursor will also change to as it moves over an area where the item can be placed. Releasing the right mouse button will place the item into a position below the step that the cursor is located over, to make it the next step in the sequence. To place the item above an existing step, hold down the Shift key whilst dragging and dropping and the symbol by the Script Step will change to

.

To delete any item, highlight it with the mouse and click on Bar.

in the Menu

Script steps are displayed in a hierarchical tree structure. The tree can be closed down by clicking on the

and opened up by clicking on the

.

At stages in the editing, to save any changes, Click

Sections At key steps in a script, you may want major branches in the script logic as well as script elements that apply to more than one branch. To reproduce this logic, you can create Sections within a script. When in script edit mode, click on Add and a new section is added to then end of the Grid.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 70


Sections are automatically named Section1, Section2, etc as they are added. It is recommended that these are renamed to create more meaningful phrases as required. Questions Select Questions from the Item Type. The Navigation pane now displays a list of available questions, showing the Description and Type

Click on the Type column header to change the sort order in which the questions are displayed. Question types are: ADDR – NUM LST TXT –

Address Numeric List Text

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 71


For List type questions, the options are displayed by clicking question.

to the left of the

Questions can be dragged/dropped into the Script Step column.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 72


Messages Select Messages from the Item Type. The Navigation pane now displays a list of available messages, showing the Code and the Description.

Click on the Code or Description column header to change the sort order in which the messages are displayed. Messages are dragged/dropped into the Action column, either against an existing step which has no other actions or, where that step has an existing action, it will be added with the word ‘Action’ placed in the Script Step column. Messages are displayed in the Action column showing the code and the description.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 73


Services Select Services from the Item Type. The Navigation pane now displays a list of available service codes, showing the Code and the Description. Click on the Code or Description column header to change the sort order in which the services are displayed. Services are placed in the Action column, either against an existing step which has no other actions or, where that step has an existing action, it will be added with the word ‘Action’ placed in the Script Step column. Services are displayed in the Action column showing the code, the default priority (bracketed) associated with that service and the description.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 74


Priorities Select Priorities from the Item Type. The Navigation pane now displays a list of available priorities, showing the Code and the Description. Click on the Code or Description column header to change the sort order in which the services are displayed. Priorities are placed in the Action column, either against an existing step which has no other actions or, where that step has an existing action, it will be added with the word ‘Action’ placed in the Script Step column. Priorities are displayed in the Action column showing the code and the description. Service codes and Tasks are set up with default priorities. Inserting a Priority over-rides the default.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 75


Tasks Select Tasks from the Item Type. The Navigation pane now displays a list of available Tasks, showing the Code and the Description. Click on the Code or Description column header to change the sort order in which the tasks are displayed. Tasks are placed in the Action column, either against an existing step which has no other actions or, where that step has an existing action, it will be added with the word ‘Action’ placed in the Script Step column. Tasks are displayed in the Action column showing the code, the default priority associated with that service and the description.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 76


Databox – Read Select Databox - Read from the Item Type. The Navigation pane now displays a list of available Databoxes with read facility. Open any category to view the individual Databox items. Databoxes are placed in the Action column, either against an existing step which has no other actions or, where that step has an existing action, it will be added with the word ‘Action’ placed in the Script Step column.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 77


Databox – Write Select Databox - Write from the Item Type. The Navigation pane now displays a list of available Databoxes with write facility. Open any category to view the individual Databox items Databoxes are placed in the Action column, either against an existing step which has no other actions or, where that step has an existing action, it will be added with the word ‘Action’ placed in the Script Step column.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 78


Master Script Links Select Master Script Links from the Item Type. The Navigation pane now displays the Master Scripts. Open any category to view the individual Topics – those highlighted in red have no script set up. Scripts can be linked – in the example below, the script for ‘Basins’ contains ‘Call’ links to other scripts. Note – unlike Script Set links, Master Script Links can only ever be ‘called’, i.e. the alternative method of ‘restart’ is not available (see Script Set Links below).

In this way, scripts involving a number of branches or can be broken up into ‘sub scripts’ to make editing and maintenance easier. Master Script Links are placed in the Action column, either against an existing step which has no other actions or, where that step has an existing action, it will be added with the word ‘Action’ placed in the Script Step column. Script Links are displayed in the Action column showing ‘call’, the level (Master) and the script topic.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 79


System Script Links Select System Script Links from the Item Type. The Navigation pane now displays System Scripts in the Custom category. Scripts can be linked – in the example below, the script for ‘Basin – seal leaking’ contains Call link to System Script for handling changes to Priorities by Operators. Using this method, repetitive scripts can be referenced from originating scripts to make editing and maintenance easier. Note – unlike Script Set links, System Script Links can only ever be ‘called’, i.e. the alternative method of ‘restart’ is not available (see Script Set Links below).

System Script Links are placed in the Action column, either against an existing step which has no other actions or, where that step has an existing action, it will be added with the word ‘Action’ placed in the Script Step column. Script Links are displayed in the Action column showing ‘call’, the level (System) and the script topic.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 80


Script Set Links Script Set Links are only available for linking scripts within the same set. Select Script Set Links from the Item Type. The Navigation pane now displays Script Set. Open any category to view the individual Topics. Select either of the radio buttons: Call - the linked script is called from an originating script and focus then returned to the next step in the originating script once the called script has ended. Restart – the focus is transferred to the called script and any script data collected from the originating script is deleted.

Scripts can be linked – in the example below, the script for ‘Gutter – leaking’ contains a Call link to the Script ‘Gutter- blocked’. Using this method, repetitive scripts can be avoided by reference to another script to make editing and maintenance easier. Script Set Links are placed in the Action column, either against an existing step which has no other actions or, where that step has an existing action, it will be added with the word ‘Action’ placed in the Script Step column. Script Set Links are displayed in the Action column showing either Call or Restart, the category and the script topic.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 81


Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 82


Keyfax Inter•View Administrator’s Guide

Section 5 - Advanced Advanced...................................................................................... 84 Base Task Templates................................................................... 84 Test ............................................................................................ 92 Text Editor.................................................................................... 96

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 83


Advanced To access the Advanced menu, select Advanced from the Main Menu Main Menu

The sub-menu contains two items: •

Base Task Templates

Large Icons

Base Task Templates Inter•View includes the facility to create Tasks – call logs, mail merge letters and emails. Select Base Task Templates from the sub-menu

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 84


The Navigation Pane shows the Template Selection with various pre-defined categories: •

Email – email templates used for tasks, generating emails from scripts

Letter – letter templates used for tasks, generating letters from scripts

Note – note templates for generating notes to pass to Contact•View

MISAction* - note templates for generating notes to pass to MIS

MISEmail* - templates used for tasks, generating emails in MIS

MISLetter* - letter templates used for tasks, generating letters in MIS

*MIS captions are only visible if MIS-AMS CRM integration is enabled.

Individual templates that are created are displayed within the categories. To open a category click . To close down a category click . If the category contains no will not be visible. templates, Add Template To add a new template, highlight the appropriate category. In the Editing Pane, the Base Template Type contains a selection of template types: •

Email

Letter

Note

Select the appropriate template type. The Navigation pane now contains the Bookmark Selection, comprising the Databoxes available (See Section 3 Entities - Databoxes), listed within their categories. To open a category click . To close down a category click . To add bookmarks (Databoxes) to a template, place the cursor on the template at the required position and click

Inter•View Administrator Guide

to the right of the bookmark.

Copyright © Omfax Systems 2010

Page 85


Email To create a new Email template, select Email from the Base Template Type. The Editing Pane now contains the Email Details for the template. Click set out the template as required. When complete, click the last save, click

and

. To undo changes to

.

Interâ&#x20AC;˘View Administrator Guide

Copyright Š Omfax Systems 2010

Page 86


Formatting Menu

Text Area

Description – a description detailing the template Subject – text for the subject of the email To – recipient for the email From – sender of the email CC – recipient for copy of the email BCC – recipient for a blind copy of the email.

The Editing Pane also contains the Text Area for adding and editing the template text and layout. Use the Formatting Menu to format the text and layout of the document as required.

Add bookmarks (Databoxes) to the template by placing the cursor on the text area at the required position and click

to the right of the selected bookmark.

To edit an existing email template, click the template in the Navigation Pane to display the template in the Editing Pane. Click required. When complete, click click

and make any amendments

. To undo changes to the last save,

.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 87


Letter To create a new letter template, select Letter from the Base Template Type. The Editing Pane now contains the Letter Details for the template. Click set out the template as required. When complete, click the last save, click

and

. To undo changes to

.

Interâ&#x20AC;˘View Administrator Guide

Copyright Š Omfax Systems 2010

Page 88


Formatting Menu

Text Area

Description - – a description detailing the template Letterhead – a description of any pre-printed letterhead paper to be used in conjunction with the template. The Editing Pane also contains the Text Area for adding and editing the template text and layout. Use the Formatting Menu to create the style of document required.

Add bookmarks (Databoxes) to the template by placing the cursor on the text area at the required position and click

to the right of the selected bookmark.

To edit an existing letter template, click the template in the Navigation Pane to display the template in the Editing Pane. Click required. When complete, click

and make any amendments

. To undo changes to the last save, click

.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 89


Note Notes are specific to integration with Contact•View or similar CRM where notes can be added to the callers records. To create a new note template, select Note from the Base Template Type. The Editing Pane now contains the Note Details for the template. Click out the template as required. When complete, click last save, click

and set

. To undo changes to the

.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 90


Formatting Menu

Text Area

Description - – a description detailing the template Letterhead – not used. The Editing Pane also contains the Text Area for adding and editing the template text and layout. Use the Formatting Menu to create the style of document required.

Add bookmarks (Databoxes) to the template by placing the cursor on the text area at the required position and click

to the right of the selected bookmark.

To edit an existing note template, click the template in the Navigation Pane to display the template in the Editing Pane. Click required. When complete, click

and make any amendments

. To undo changes to the last save, click

.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 91


Test To access the Test facility, select Test from the Main Menu This provides access to a screen for launching scripts and testing their operation prior to release to Operators. Some scripts will have been set up to operate only a ‘test’ scripts and are only accessible via this facility. The Script Test has some different features depending on whether it is run from Diagnostic Scripts or Enquiry Scripts. The Script Test contains data that echoes that passed to Keyfax from a host system in the startup (XML) data file. For Repairs this comprises: User – logon username Tenant name/address Property or Tenant ID – reference held in host system Asset ID – reference held in host system, not always provided and may be same as property /tenant ID Tenancy Type – code denoting service or client group and links to Script Set code Repairs No - the Script Test allows for a Repairs Number to be passed Test Changes – if checked, the script set being run will include any scripts set as ‘Test’.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 92


For Enquiry scripts, the following are also passed: LAID – local area (local authority) code Scheme ID – reference code for scheme, estate, road

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 93


The Script Test allows these elements to be changed to test the effect of such changes as well as, most importantly, to allow testing of scripts functioning. To launch the scripts, select the appropriate settings and click Submit. Scripts will then appear and can be run to replicate the Operators actions. On completion of a script, the scripts will generate an export (XML) data file. The details of this file are displayed back in the Script Test tab.

Click on the XML Source tab to view the full XML data file.

Interâ&#x20AC;˘View Administrator Guide

Copyright Š Omfax Systems 2010

Page 94


Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 95


Text Editor

Source - Toggles display between wysiwyg and html mark-up Cut, Copy and Paste - standard text editing functions Paste Text - pastes mark-up as plain text Paste from Word - attempts to clean up text copied from Word Undo / Redo - undo or redo last text edit Find - find and select text Replace - find and replace text Select All - selects all text in the editor Remove Format - removes all formatting from text Bold, Italic, Underline, StrikeThrough, Subscript, Superscript - used for formatting selected text StrikeThrough, Subscript, Superscript Numbered, Bulleted list - used for formatting selected text Outdent, Indent - used for formatting selected text Justify Left, Justify Centre, Justify Right, Justify Full used for formatting selected text

Interâ&#x20AC;˘View Administrator Guide

Copyright Š Omfax Systems 2010

Page 96


Image, Flash, Table, Rule, SpecialChar, PageBreak used to insert images, tables, horizontal lines, special characters and page breaks respectively Style - sets appearance for selected text Format - sets appearance for selected text Font - sets appearance for selected text Size - sets appearance for selected text

TextColor, BGColor - sets text and background colour on selected text ShowBlocks - shows border round markup block items e.g. div elements Bookmark - Inserts bookmark (if any currently selected in Inter•View) into text at current character position

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 97


Keyfax Inter•View Administrator’s Guide

Section 6 - Reports Reports ........................................................................................ 99 Report Viewer ............................................................................ 100 Report Selection ....................................................................... 100 Parameters ............................................................................. 100 Viewing Reports ....................................................................... 102 Report Builder ............................................................................ 104 Report Data Sources .................................................................. 104 Creating a Report ..................................................................... 112 Report Manager........................................................................... 123

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 98


Reports To access reports, select Reports from the Main Menu. The sub menu contains: •

Report Builder

Report Manager

Report Viewer

Inter•View Administration Tools include a number of standard reports. More advanced Report Administrators also have the option to create their own reports using a Report Building Tool. Additionally, Report Administrators have the ability to manage the standard reports as well as ones which they have created, i.e. setting permissions, scheduling certain reports etc., using the Report Manager.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 99


Report Viewer To open the Report Viewer, select Actions from the sub-menu

Report Menu

Navigation Pane

Viewing Pane

Report Selection The Navigation Pane shows the Report Selection which contains a list of reports available. Select the report to be run and it will appear in the Viewing Pane.

Parameters Where a report requires parameters to be set, these will be displayed in the Report Menu and need to be completed to generate a report. Example: In this example, select the ‘from’ date and the ‘to’ date. The latter will normally contain the current date by default.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 100


Database - there will always be the option to select the database that the report is to run against. The drop-down will display available databases.

View Report – to view the report, after entering all required parameters, click

Menu items

Show or Hide Parameter Area – click the on and off Refresh Report – click on the

icon to toggle the parameter area

icon to re-load data into the report.

Zoom control – click on the Zoom drop down level.

and select a viewing

The viewing size of the report can be enlarged or reduced by selecting from the drop down list in the zoom control. This does not affect the size when printing or saving the report to file.

Save – select the

icon to save the report in a required format

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 101


Viewing Reports The report results are displayed in the Viewing Pane.

Expanding and Collapsing Report Contents For a number of reports, data can be viewed at a variety of level. Lower level data is accessed where a

is displayed.

In the example below, the report shows the ‘Enquiries Summary By Category and Topic’. Initially the totals are displayed per year. To open the view to see the categories click on

.

Here, 2009 has been expanded to show total orders raised by category. In addition, the ‘Basins’ category has been expanded to show total orders raised per fault.

Changing Sorting order Some reports are designed so that data can be sorted by different elements. Where this is available an icon will appear in the column header. By clicking on the heading, the report will re-sort itself by that column, alternating between alphabetical and reverse-alphabetical each time the header is clicked. The column header used for sorting will then contain Inter•View Administrator Guide

or

.

Copyright © Omfax Systems 2010

Page 102


The example above shows a sort on Category.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 103


Report Builder The Report Builder allows reports to be created using a without having to understand the underlying database query syntax or schema. The Keyfax Report Builder has a set of Data Sources, which represent a user-friendly data model on top of the database. Reports are created by selecting a relevant Data Source and then selecting the individual data elements from that source as required in the report. Each of the available Data Sources is described below and some examples are given to show how to build a report.

Report Data Sources There are currently three Report Data Sources – one for Repairs Diagnostics and two for Enquiries. These are detailed below. Some of the Data Sets are made up of more than one related entity. It is important to understand this relationship when building the reports in order for the reports to make sense.

Repairs History This Data Source is only available for applications with ‘Inter•View Repairs Diagnostics’. It is used when reporting on the History of Repair Orders. Relationship between Entities Order Details Repairs History Reason for Over-rides

Each Repair order (Repairs History) can have one or more Service code associated with it (Order Details). It will normally be one. Each Repair order (Repairs History) can also have 0 or more reasons for over-rides associated with it. An over-ride is where, for example, a priority is changed on the order, or where ‘Tenant Responsibility’ gets over-ridden.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 104


Entity Repairs History

Field

Description

#Total Orders

This is used in Summary Reports to give the total number of orders raised.

Order Identifier

This is the unique identifier for an order. It would not normally be used in a report.

Property Identifier

This is the unique identifier for the property for which the order is against.

Tenant Identifier

This is the unique identifier for the tenant for which the order is against.

Fault Category

The name of the Category within which the fault was raised – e.g. ‘Bathroom’.

Fault Item

The name of the Topic within the Category – e.g. ‘Bath’.

Fault Description

A description of the Fault

Logged By

Log-in name of person who raised the Repair

Access Arrangements

Any special Access Arrangements, as itemised on the ‘Repairs Results’ screen.

Special Instructions

Any special instructions, as itemised on the ‘Repairs Results’ screen.

Additional Information

Any Additional Information, as itemised on the ‘Repairs Results’ screen.

# Total Cost

Total cost of the order.

Rechargable

Indicates whether or not the repair should be rechargeable.

Date Logged

Date and time that the fault was logged.

# Day Logged

Day that the fault was logged. (Numeric – 1 to 7.)

# Month Logged

Month that the fault was logged. (Numeric – 1 to 12.)

# Year Logged

Year that the fault was logged. (YYYY)

# Quarter Logged

Quarter that the fault was logged. (Numeric – 1 to 4.)

First Date Logged

Gives the earliest date on which a fault was logged.

Last Date

Gives the last date on which a fault was logged.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 105


Logged

Order Details

Reason for

Monthname Logged

Month that the fault was logged – e.g. ‘January’, ’February’ etc.

Tenant Details

Name and address of the tenant for which the order is against.

Script Set Code

Script set code from which the fault was diagnosed.

Script Set Name

Script set name from which the fault was diagnosed.

Total

This is used in Summary Reports to give the total number of repairs raised. (An order can have more than one repair against it.)

Service Code

Service code or SOR. An order can have more than one Service Code or Repair Code against it.

Works Description

Description of the repair.

Priority

Repair priority

#Quantity

Unit Quantity

Complete Date

Date on which the Repair gets completed. This is only applicable where InterView Contact Centre is used.

# Complete Day

Day on which the Repair gets completed. (Numeric – 1 to 7.) This is only applicable where InterView Contact Centre is used.

# Complete Month

Month in which the Repair gets completed. (Numeric – 1 to 12.) This is only applicable where InterView Contact Centre is used.

# Complete Year

Year in which the Repair gets completed. This is only applicable where InterView Contact Centre is used.

# Complete Quarter

Quarter in which the Repair gets completed. This is only applicable where InterView Contact Centre is used.

First Complete Date

Gives the earliest date on which a Repair was completed. This is only applicable where InterView Contact Centre is used.

Last Complete Date

Gives the last date on which a Repair was completed. This is only applicable where InterView Contact Centre is used.

# Target Days

This is only applicable where InterView Contact Centre is used.

Total

This is used in Summary Reports to give the total number

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 106


Over-rides

of over-rides given. (An order can have more than one over-ride against it.) Reason

States the reason for the over-ride – e.g. ‘Disabled Tenant’.

Reason Code

Reason code.

Change Type

E.g. ‘Log Repair as re-charge’, ‘Priority Level Changed’.

Enquiries History This Data Source is only available for applications with ‘Inter•View Enquiries’. It is used when reporting on the History of Enquiries. Relationship between Entities

Enquiry

Enquiry Actions

Each Enquiry can have one or more Actions associated with it.

Entity Enquiry

Field

Description

#Total Enquiries

This is used in Summary Reports to give the total number of enquiries raised.

Logged By

Log-in name of person who raised the enquiry

Tenant Identifier

This is the unique identifier for the tenant for which the enquiry is against.

Tenant Details

Name and address of the tenant for which the enquiry is against.

Tenure Code

Tenancy Type or Script Identifier

Enquiry Category

The name of the Category within which the enquiry was raised – e.g. ‘Anti-Social Behaviour’.

Enquiry Item

The name of the Topic within the Category – e.g. ‘Noisy Neighbours’.

Enquiry Description

A full description of the Enquiry.

Date Logged

Date and time that the enquiry was logged.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 107


Enquiry Actions

# Day Logged

Day that the enquiry was logged. (Numeric – 1 to 7.)

# Month Logged

Month that the enquiry was logged. (Numeric – 1 to 12.)

# Year Logged

Year that the enquiry was logged. (YYYY)

# Quarter Logged

Quarter that the enquiry was logged. (Numeric – 1 to 4.)

First Date Logged

Gives the earliest date on which an enquiry was logged.

Last Date Logged

Gives the last date on which an enquiry was logged.

Monthname Logged

Month that the enquiry was logged – e.g. ‘January’, ’February’ etc.

Total Enquiry Actions

This is used in Summary Reports to give the total number of task actions raised. (An enquiry can have more than one action against it.)

Action Sequence

The logical sequence of each action within the enquiry.

Action Code

Action Code.

Action

Description of the Action.

Priority

Action Priority.

Actions This Data Source is available for both Repairs and Enquiries. It is used when reporting on Actions which include Messages, Priorities, Services and Tasks. This Data Source will allow you to report on whether or not the Action is used in the scripts. Relationship between Entities Messages

Priorities

Services

Tasks

There is no relationship between the different entities here. There is one entity for each type of Action.

Entity

Field

Inter•View Administrator Guide

Description Copyright © Omfax Systems 2010

Page 108


Messages

Priorities

Total Messages

Total number of messages.

Type

Type = ‘Message’.

Type Description

= “A Message action”.

Code

Unique Message Code.

Short Description

Short description of the message.

Full Description

This will be null for a message.

Script Type

Either ‘Diagnostic Scripts’ or ‘Enquiry Scripts’.

Title

Message title.

Link Button

True or False. (Determines whether or not there is a button in the message which takes you to a web link.

Link Button Text

e.g. ‘Help’

Link URL

Url required for link.

Link Parameters

Any parameters that the link may need.

Used In Scripts

Indicates whether or not message is currently used by the scripts.

Total Priorities Total number of priorities. Type

Type = ‘Priority’.

Type Description

= “A Priority action”.

Code

Unique Priority Code.

Short Description

Short description of the priority.

Full Description

This will be null for a priority.

Script Type

Either ‘Diagnostic Scripts’ or ‘Enquiry Scripts’.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 109


Premium Multiply Premium Fixed

Services

Target Response Days

Target response time for priority

Used In Scripts

Indicates whether or not priority is currently used by the scripts.

Total Services

Total number of services.

Type

Type = ‘Service’.

Type Descr

= “A Service action”.

Code

Unique Service Code.

Short Description

Short description of the service.

Full Description

Full description of the service.

Default Priority Code

Default priority allocated to this service.

IR Certification

True or False.

Script Type

Either ‘Diagnostic Scripts’ or ‘Enquiry Scripts’.

Unit of Measure

Unit of measure.

Unit Price

Price given per unit.

Contractor

Default contractor.

SMV

Tasks

Used in Scripts

Indicates whether or not the service is currently used by the scripts.

Total Tasks

Total number of tasks.

Type

Type = ‘Task’.

Type

= “A Task action”.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 110


Description Code

Unique Task Code.

Short Description

Short description of the task.

Full Description

Full description of the task.

Script Type

Either ‘Diagnostic Scripts’ or ‘Enquiry Scripts’.

Used in Scripts

Indicates whether or not the task is currently used by the scripts.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 111


Creating a Report Select the ‘Report Builder’ option from the ‘Reports’ menu. This will load the Report Builder. Note – the first time that you select this it may take a few minutes to load because it actually installs the tool onto the desktop.

Report Controls

Report Controls Select a site or server - under this header, the path for the current connection is displayed. Click on this path to view and select alternative report servers as applicable. In order to understand how to create a report using the Report Building Wizard and the above models, we will work through a real example. Data Sources -the panel headed ‘Select a source of data for your report’ displays the available Data Sources – see Data Sources below.. Show Path - check this box to display the path for each Data Source in the Data Sources display panel. Description - display the description for the selected Data Source. Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 112


Report Layout – Select report format by selecting one of the radio buttons

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 113


Example - Repairs History Summary Report by Category and User

To create this report, select ‘IV History’ as the Data Source. The report is to be in a ‘Tabular’ format, so under Report Layout, click on the Table (columnar) radiobutton. You will then be taken into the following screen where you now select the data

fields that will be required in the report from the Data Source, which consists of Entities and Fields. For the purpose of this report we will need to select the Entity Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 114


‘Repairs History’ and then select the fields ‘Fault Category’ and ‘Logged By’ and drag them onto the report, into the area marked ‘Drag and Drop column fields’. As this is a Summary Report we also need to include a Total, so we will also drag the ‘#Total Orders’ field onto the report. The report should now have something that looks like this. Builder Menu

Report Editing Pane

The report could now be run, although this would not be practical without adding a range of dates. Adding a Date range as Parameters We now want to add two parameters to the report – the ‘from’ and ‘to’ dates that the report is to be run for. These parameters will be linked to the ‘Date Logged’ field. From the Builder Menu, click on the Report tab and select ‘New Field’.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 115


The ‘Define Formula’ screen is then displayed. Enter ‘Date from’ into the Field Name and then drag the ‘Date Logged’ field into the Formula box. Repeat this to create a field named ‘Date To’. Click ‘OK’. These two new fields will now appear in the ‘Fields’ list and will be used to create each of the two parameters.

To create the parameters: •

Select ‘Filter’ from the Report tab on the Builder Menu.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 116


The ‘Filter Data’ screen will appear. Drag the new ‘Date from’ and ‘Date to’ fields onto the Editing Panel.

Editing Panel

To set the fields as prompts, right-click on each of the field names and select ‘prompt’ from the list. To change the conditions, right-click on ‘Equals’ and select ‘on or after’ and ‘on or before’ for the dates.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 117


You can select default dates for the parameters by right-clicking on the box marked ‘unspecified’ and either selecting an actual date or a ‘relative’ date’. In this instance we will put a relative date of ‘1 month ago’ for the ‘From’ date and ‘today’ for the ‘To’ date.

Run the report. Notice the parameters at the top of the report. The names are the same as the new fields created. The report runs for the default period given – i.e. from one month ago to now. However, it is possible to over-ride those defaults at any time.

Report Menu

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 118


Adding a Title / Changing Column Headings In the Report editor Pane, there is a place-holder, “Click to add title”, for adding a title to the report. Click on the place holder and add appropriate text. To format the text, right-click on the title box.

Advanced Expressions You will notice that some textboxes have been added to this report, which contain ‘expressions’. Other expressions can be added. In this instance today’s date has been added, and also a reference to the ‘from’ and ‘to’ parameter values.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 119


The final layout of the report is shown below. Report Menu

The Internet is an excellent source of help if an expression is required.

Printing, exporting, saving the report The final report can be printed, exported to a number of different formats or saved to the Report Server, from where it can be executed and viewed by others and formally managed. (See Report Manager Section.)

Interâ&#x20AC;˘View Administrator Guide

Copyright Š Omfax Systems 2010

Page 120


To print the report, select the printer icon

from the Report Menu.

To change the report margins, page size and orientation, select the page setup icon

.

To preview the report prior to printing, select the print layout icon

.

To export the report to a particular format, select the Export icon and click on the drop down to view the options. There are six different formats available.

To save the report to the Report Server, select the save icon from the Builder Menu or select ‘File’ -> ‘Save as’. Select the ‘Interview Reports’ directory and enter a meaningful report name.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 121


Saving reports to the InterView Reports directory ensures that they are displayed in the Report Viewer.

Basic tasks like publishing reports to the correct folder in order that it is visible for others to see will need to be performed by the person who creates the report. Standard reports, as well as and custom reports which have been created and which you wish to share, must be published to the Report Server.

Interâ&#x20AC;˘View Administrator Guide

Copyright Š Omfax Systems 2010

Page 122


Report Manager The Report Manager provides facilities for managing reports - control user access, automate report generation and create historical archives. All of this can be very complex and powerful, but has been simplified somewhat for use in Inter•View. Where new reports should be created The Report Viewing tool has been set up so that all reports are stored in the ‘Interview Reports’ folder of the Report Server. New reports, created either using the Report Building tool or by any other method, should be saved to this Report Server folder and, subject to a user having the required access, will automatically appear in the Report Viewing menu. It is expected that this will be only task that the Inter•View Administrator has to carry out in terms of Report Management. It is useful, however, that Administrators are aware of what the Report Manager is for and who, if necessary will administer the tool - probably a DBA. The rest of this section goes into more detail about the Report Manager.

Adding more Report Folders It is possible for an administrator to add more structure to the ‘Interview Reports’ folder by creating new folders and moving existing reports to the new folders. This can help in tidying up a long list of reports by placing them in logical groups.

Select the Report Manager option from the main menu. The Report Manager will appear and will default to the ‘Interview Reports’ folder.

Manager Menu

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 123


To create a new folder, select ‘New Folder’ from the Manager Menu. Here a new folder is being created for Repairs History reports.

To move a report to the new folder, highlight the report in the report list and click on the ‘Properties’ tab.

In the properties of each of the reports that are to be moved, click on the ‘Move’ button. Select the new Folder name.

Go back into the Report Viewer to see the changes in the Report Menu structure.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 124


Data Sources Data sources are used to specify the sources of data to be used in the reports. For example, you can indicate that the queries in a report connect to a SQL Server or Oracle database. Data sources are wrappers for connection strings. A connection string tells the server what server the source database is on, and what database on that server to reference. Data sources also use credentials. Each of the InterView Standard reports is able to run against one or more databases. Specially-written dynamic data sources have been created to allow this. When creating a report in Report Builder, the data source always automatically points to the Production Database. InterView data sources should never need to be altered in any way. If there is ever a problem with them then you will need to contact the Omfax support team. Security A core function of Report Server management is ensuring that only authorised users have access to sensitive information. In Reporting Services, security is based on two elements: •

Identifying who is attempting to perform an action, then

Determining whether that user has permission to perform that action.

Reporting Services integrates with Windows authentication to validate users. The Report Server takes the authenticated users and categorises them into groups and then grants permissions to the users based on the groups. So typically a group of users will be set up with permission to view the Interview Reports and another

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 125


group might be set up with permission to create reports using the Report Building Tool. Security can be set at folder level. Everything within that folder (including sub folders) will inherit that security. So when someone creates a new report and places it in the ‘Interview Reports’ folder, it will automatically inherit the folderlevel security. Security can be over-ridden at Report level if so desired. Automatic Report Generation and Delivery Normally, to view a report you go to the Report Viewer, select the required report and run it. This section explores some other possibilities for managing Report Execution though the Report Manager. •

It is possible to set up reports to run on a scheduler at certain times. It is also possible to keep a history. (This can be done using the scheduler or manually.) So for example you could set up a report to run every month and keep a history of twelve reports. Configuring the history is carried out using the History Property page of the report. The scheduling mechanism is based on the SQL Server Agent.

It is possible to deliver reports to users in multiple ways and rendered in any of the following formats: o HTML – for static snapshots. o DHTML (the default) – allows dynamic behaviour such as expanding report sections. o PDF – Adobe Acrobat is needed on the client to view the file. o DOC – Microsoft Word. o XLS – Microsoft Excel. o CSV – Standard comma-delimited format.

Two delivery options are available: e-mail and file share. o E-mail Delivery – reports can be delivered to different people via Email. Delivering reports in this way requires that a configured SMTP server is available. o File Share Delivery – A shared area can be set up where executed reports are sent as per schedule. Users will then be able to view the

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 126


output. This is set up on the Subscriptions link for a report. It is even possible to update files on pocket pcs.

Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 127


Keyfax Inter•View Administrator’s Guide Appendix

Expressions - Base Functions Date................................................................ 128 General............................................................ 129 Logical............................................................. 129 Numeric ........................................................... 129 Text................................................................ 130

Date Expression

Data Box Value

Result

Comments

After("14-102008") AsDate

"15-10-2008 08:00pm" "15-10-2008 08:00pm"

True

Any time part of date is ignored

Before("14-102008") BetweenDates ("15-102008",Today)

"15-10-2008 08:00pm" "15-10-2008 08:00pm"

False

Any time part of date is ignored

True

Inclusive compare of date part only (not time). Range dates in any order e.g. BetweenDates(Today, "15-102008")

Inter•View Administrator Guide

15/10/2008 20:00:00

Copyright © Omfax Systems 2010

Page 128


DateAdd(12,"m")

"15-10-2008 08:00pm"

Day

"15-10-2002 08:00pm" AsDate Format "15-10-2002 ("ddd dd MMM yyyy 08:00pm" - HH:mm") Month "15-10-2008 08:00pm" WeekDay "15-10-2008 08:00pm" Year "15-10-2008 08:00pm"

15/10/2009 20:00:00

Intervals: s - seconds, n - minutes, h - hours, d - days, m - months, q - quarters, ww - weeks, yyyy - years

15

Numeric result

Wed 15 Oct 2008 - 20:00 10

Numeric result

4

Numeric, Sunday = 1

2008

Numeric result

Comments Returns the previous number unchanged. Used to change the 'natural' evaluation according to operator precedence. Where brackets cannot be used. e.g. the expression 1 +5 *6 would otherwise result in 1+(5*6) = 31

General Expression

Data Box Value

Result

'+5 Result *6

1

36

Expression

Data Box Value

Result

Comments

If("Yes", "No")

true / True / TRUE

Yes

Error if not true/false

Expression

Data Box Value

Result

AsNum + 3

"12.34"

15.34

Comments Processes databox as numeric value

Between(10,5)

5, 6, 7, 8, 9, 10

True

Same as Between(5,10)

line2

Entry n (1-based) from ',' separated list Returns "" if invalid entry.

Logical

Numeric

CSV(2)

line1, line2, line3

Interâ&#x20AC;˘View Administrator Guide

Copyright Š Omfax Systems 2010

Page 129


Exists

"any text"

True

False only for ""

Number Format("F2")

12.3456

12.35

rounded to decimal places (see Number formatting specifiers table below for more details).

Int

12.59

13

rounded (.5 to a whole number)

Mod(2)

1/3/5/7

1

Number > 12

"12.34"

True

Processes databox as numeric value (note absence of brackets when no parameter is specified)

Round

12.59

13

rounded (.5 to even integer)

Abs

-6.20

6.20

Expression

Data Box Value

Result

Entry(2, ";")

line1; line2; line3

line2

Index(" line2",",")

line1, line2, line3

2

Text

Inlist("A,B,C", ",")

A or B or C

Entry n (1-based) from list Returns "" if invalid entry. Index (1-based) index of entry in list Returns 0 if not in list. Note: exact match required e.g. text case and spaces

True

True if text is in list. Note: exact match required e.g. text case and spaces Item returns a named item from a multi-value Databox such as an Address or an SQL data source returning multiple columns where individual column values are returned using the column name e.g. Item("colName")

Item("Name")

Keyfax address Databox

Name item from address

Len

"characters"

10

Lower

NAME

name

PadLeft(7, " ")

"12"

"

Replace(", ", ChCRLF)

line1, line2, line3

line1 line2 line3

Interâ&#x20AC;˘View Administrator Guide

Comments

12"

Copyright Š Omfax Systems 2010

Page 130


Substr(4,2)

123456789

45

Trim

" text "

"text"

Upper

name

NAME

WCase

name

Name

1st character = 1

Number formatting specifiers Format String

Data Box Value

Result

Comments

"C"

"12345.678"

£12,345.68

Currency formatting

"E"

"12345.678"

1.234568E+004

Exponential formatting

"F2"

"12345.678"

12345.68

Fixed-point formatting

"G"

"12345.678"

12345.678

General formatting

"N2"

"12345.678"

12,345.68

"N3"

"12345.678"

12,345.678

"N4"

"12345.678"

12,345.6780

"P0"

"12345.678"

1,234,568 %

Percent formatting

"(#####) #######"

01202733767

(01202) 733767

Telephone no. conversion

Inter•View Administrator Guide

Number formatting to 2 decimal places Number formatting to 2 decimal places Number formatting to 2 decimal places

Copyright © Omfax Systems 2010

Page 131


Inter•View Administrator Guide

Copyright © Omfax Systems 2010

Page 132


Keyfax Inter•View Administrator's Guide