EAM > Call Center screen - HxGN EAM - Version 12.0.1 - Feature Briefs

HxGN EAM GIS

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English
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HxGN EAM
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Feature Briefs
HxGN EAM Version
12.0.1

The Call Center is the central form used by 311 personnel or facilities management call takers to handle incoming customer requests. From the Call Center, the user can search a GIS map to retrieve equipment for a customer request or work order. The screen design dictates that the user interacts with the map in the following ways when the Perform Map Search icon is clicked:

  • If an Equipment is specified, the map opens to show that equipment

  • If a Work Address is specified, the map opens to show that work address

  • If no Work Address or equipment is specified, the map opens to show the default map for the user based on the value of the GISMAPS install parameter.

Once the call-takers identify the equipment record(s) of interest on the map, they can select the equipment in the grid for return to the Call Center record. They can also view work orders related to searched equipment and schedule these work orders from this screen. The functionality of this screen is like the GIS Map Search described earlier and, in most cases, has similar behavior. However, please note that these screens are not intended to be exact duplicates since the verticals that may be using the two screens have different business processes.

Key details differentiate the Call Center map from its GIS Map Search counterpart. The Call Center setup screen allows the system administrator to utilize check boxes for the following options determine if the option(s) will be available on the map search pop-up called from the Call Center. Note that once enabled these options function the same on the Call Center map as they do on the GIS Map Search, but permissions defined here apply only to the Call Center map:

  • Highlight on Map

  • Identify Features

  • Show Children

  • View Nearest Address

  • Schedule WOs