1. Log into HEAT Call Logging
Ø Start
Ø Programs
Ø HEAT
Ø Call Logging
Ø Enter your User ID & Password in the applicable fields
Ø Click on OK
1.1. HEAT Users
1.1.1. Finding the HEAT User
Ø Ask the user for their User ID and enter it in the User ID field & press the TAB key on your keyboard.
If the user is found in the HEAT database then all the fields in the Subset will be populated with the information on the user’s profile. Below is an e.g. of the Subset for a user
Ø Confirm with the user that all their details are still correct, if yes then you can continue with capturing the call. If not, you need to amend the users details.
If a user isn’t able to give you their User ID there is another way of finding their profile.
Ø Make sure that the User ID and Name fields are blank
Ø With the mouse cursor in the User ID or Name field, and press F9. The field you are in is the one you will be able to search in.
If the subset was blank then the Validate from Profile Window will be displayed, containing all the profiles in the HEAT database.
Ø To refine the list displayed, enter the letter that the person’s name starts with or that their User ID starts with in the Quick Search field and press Search.
Ø Continue searching to ensure that the person’s name wasn’t entered with the person’s surname first followed by their first name. Also don’t rule out the possibility that the person’s name or User ID was entered incorrectly, so please check for all variations.
Ø Select the Users details and click on OK or alternatively double click on their profile and the information will be entered into the subset.
Should HEAT not find the User ID or Name that have been entered in the database, the Validate from Profile Window will appear. Follow the steps above to see if the user’s profile exists.
1.1.2. Amending a HEAT Users details
Being able to amend users profiles will depend on the rights given to the each role, e.g. Engineers have no need to alter this information as they don’t log calls, therefore they don’t have access to this functionality.
Ø Place the mouse cursor in either the User ID or the Name field.
Ø Press F9 on your keyboard.
Ø Click on Edit
Ø Amend the relevant information on the users profile.
Ø Capture the customer’s user login or name and other details correctly, if you are unsure about the spelling, ask politely whether they would mind spelling their name for you.
Ø File/Save and Use OR Click on the Save and User Icon
Save and Use will save the information to the database and use that new information in the current call.
NB!! Save = Only saves the information to the database but leaves the information in the subset of the open call unchanged.
The F9 function can be used on any field with drop-down box functionality. This function will bring up a table containing all the selections available for that field and in cases a description of each (e.g.– call type field). HEAT has limitations on the length of field items and for this reason certain words have to be abbreviated.
Ø File/New Call Record
Ø Select the applicable Customer Type from the list by highlighting it
Ø Click on OK
If you have already logged a call, HEAT will automatically open the last customer type that was logged e.g. Client. If this is not the correct customer type you can change it. By pressing Ctrl T = to change the Customer Type. The Customer Type Window will open and you can select the correct customer type e.g. IT user
1.2. Capturing the rest of the call
Ø Ensure that User ID, Name (Name & Surname), Phone/Ext #, Email & Department Fields are correctly populated.
Ø Ask the user for as much information about what they need assistance with, and record this in the Call Description field.
Ø Ensure that you have sufficient information to assist you in identifying the call type against which the call should be logged. This will assist the engineer to establish what the cause of the problem may be, prior to contacting the user.
Ø Ensure that all relevant details and facts pertaining to the fault or issue being reported are logged.
Ø Each call should contain only one request, because the SLA’s/Uptimes were worked out accordingly. It is also for reporting purposes.
Ø If a user needs to have software installed on their new PC, have a problem with a printer sorted out, as well as needing access to Delta II. Three tickets must be logged, one for each request, this will mean that the calls can be logged under the correct call type and therefore allocated to the correct group.
Ø Exclude irrelevant or subjective comments, e.g. “Help, otherwise I will throw the PC out of the window.” This is of no value to anyone and clutters up the call log.
Ø Once the call has been logged, reconfirm all the details with the user, to ensure that you have understood the problem correctly.
Ø Provide the user with the Call ID should they have any queries at a later stage.
Ø Do not make promises on other people’s behalf, and that you yourself are not able to fulfill. Rather under-promise and over-deliver than vice versa.
Ø Ensure that the DETAIL Screen is completed, if applicable.
Log into HEAT.doc Version 1.0 2002/12/04