OS/2 Shareware BBS: OtherApp/OtherApp.zip/supdemo.zip/HELP.ZIP/help/urefsup.inf

OS/2 Help File | 1995-02-22 | 45KB | 1,655 lines

ΓòÉΓòÉΓòÉ 1. Introduction and Overview ΓòÉΓòÉΓòÉ

HODstar Supporter provides a unique call tracking platform for your help desk
staff.  This platform not only provides call tracking but also the ability to
model and document your networks.

The call tracking features include automatic queue updates and call alarming.
Your help desk staff start and watch multiple queues tracking any variety of
call status and types.  You control how often these queues automatically
refresh themselves, or you can refresh them manually.

You also can define the call types assigned to calls, and what triggers an
alarm call requiring immediate attention.  Other settings you control include
call search keys, support groups, and support staff.

HODstar Supporter includes the HODstar Monitor product. Help desk staff can
immediately pull up a customer's network profile as they take the call.  For
example if a customer reports a printer problem, then you can immediately
identify what printer that user has assigned and more importantly quickly
determine if that problem will affect other customers using that same network
resource.  If a server goes down or a server loses any of its resources, you
know at a glance who is affected and what other resources are managed by that
downed server.

HODstar Supporter/Monitor is network independent.  It does not require a
network to be installed or active on your machine.  Nor does it require a
special network to support your users.  Any kind of network can be modeled
using the Monitor facility.

HODstar Monitor is intended primarily to be used as a reference tool.  Your
network administrators will decide how to model your network, and they decide
what information to put in the HODstar Database.  They also may be responsible
for making sure the information in your database stays current, or they may
provide that information to the help desk staff for database maintenance.

Like all HODstar products HODstar Supporter is user friendly and designed to be
easy to use:

o Anytime a field is modified the field is highlighted in red and the window
  title changed so that users remember to save their changes.
o Information is organized into logical 'pages' in a notebook to give a folder
  or book-like feel.
o All features are accessible using either the keyboard or the mouse. Mouse
  options can be accessed from a menu line or using popup menus.
o Drag-and-drop permits you to easily assign relationships between call and
  network objects, and list buttons may be used also.
o HODstar Supporter runs from either the OS/2 Desktop or from the command-line.

This reference is primarily used to provide online help for the HODstar
Supporter, and to provide low-level detail for the system administrator.

The following topics are covered in the User Reference:

o Conventions Used in this Reference
o Logon Security
o Managing Calls
o Managing Queues

As you go through this Reference, next and previous sections will be
highlighted.


ΓòÉΓòÉΓòÉ 2. Conventions Used in this Reference ΓòÉΓòÉΓòÉ

Throughout this reference and in the tutorials you will see the consistent use
of conventions that help you quickly recognize and associate parts of the
HODstar Supporter system.

These conventions are as follows.

o Terms
o Symbols


ΓòÉΓòÉΓòÉ 2.1. Commonly Used Terms ΓòÉΓòÉΓòÉ

Throughout this reference and in the tutorials you will see several consistent
terms.

o Profiles

  Profiles always refer to a notebook.  Notebooks are special windows that
  organize information into pages. Profiles are used to define calls, queues,
  and network resources and to give you the detail you need to use these.

  Profiles can be setup so that they will automatically refresh their display
  as often as you or your system administrator decide.

o Lists

  Lists always refer to one or more profiles displayed to you as single-line
  entries in a single window. Lists are used to quickly summarize all the
  profiles that have been defined for calls, queues, and other resources.

  From a list you can select one or more of the profile entries and then show
  their profile notebooks. Lists are also used to delete one or more resources,
  and for queues to activate Queues Monitors.

  Lists can be setup so that they will automatically refresh their display as
  often as you or your system administrator decide.

o Aliases

  Aliases are one-to-eight character names used to refer to all the different
  profiles in your system. A User alias for Jan Smith might be JSMITH. An alias
  for a printer might be BWLASER.

  Aliases are always associated with a brief description, a 64-character single
  line used to give more information on that profile alias.  Nearly all Lists
  (see above) show both the Alias and its associated brief description.

o Queue Monitors

  Sometimes also referred to as Active Queue Monitors, Monitors are a special
  kind of list. A Queue Monitor takes the criteria or information defined in
  its associated Queue Profile and uses it to scan for Call Profiles that match
  those criteria.

  Queue Monitors can be setup so that they will automatically refresh their
  display as often as you or your system administrator decide.


ΓòÉΓòÉΓòÉ 2.2. Commonly Used Symbols ΓòÉΓòÉΓòÉ

Throughout this reference and in the tutorials you will see several consistent
symbols. These symbols are indentical to the icons used to represent objects in
the Supporter system. You will sometimes see one or more of the following
symbols when you first open a part of the reference. They tell you which object
that part of the reference discusses.

o (CONTROL.EXE) Control Panel

  This module controls logon and access level security. It must be active and
  logged-on with a valid user ID before using any other part of the HODstar
  system.

o (CALLLIST.EXE) Calls List

  This module lists one-line summaries of all calls defined in the system.

o (CALLPROF.EXE) Calls Profile

  This module display a call profile notebook. The Calls List and active Queue
  Monitors run this module when you highlight one or more entries and then
  select the View or Add options.

o (QUESLIST.EXE) Queues List

  This module lists one-line summaries of all queues defined in the system.

o (QUESPROF.EXE) Queues Profile

  This module display a queue profile notebook. The Queues List runs this
  module when you highlight one or more entries and then select the View,
  Change, or Add options.


ΓòÉΓòÉΓòÉ 3. Logon Security ΓòÉΓòÉΓòÉ

Logon Security

Some versions of HODstar Supporter require logon security. Logon security
protects you and your data.

Logon IDs are defined in each person's User Profile.  The ID is the User Alias
assigned in that profile.  Contact your system administrator for your User ID.

System users have different levels of access.  This access level also is
assigned in the User Profile.

System administrators control the access level of users, and also control the
logon status of operators.  Contact your system administrator to:

o Increase your access level
o Force-off your User ID
o Reset your password

Select one of the following options present these various aspects of Logon
Security.

o Logging-on

  A User profile must first be configured before a user can logon. The User
  profile determines the logon ID and access level for the user.

o Changing password

  Users must change their password the very first time they log onto the
  system. It is a good security practice to change your password monthly.

o Logging-off

  Logging-off ensures that your Supporter session shuts down cleanly.
  Abnormally terminated sessions may cause you problems the next time you try
  to logon.

o Logon problem recovery

  Procedures to recover from known problems encountered when logging-on or off.


ΓòÉΓòÉΓòÉ 3.1. Logging-on ΓòÉΓòÉΓòÉ

Logging-on

A User profile must first be configured before a user can logon. The User
profile determines the logon ID and access level for the user.

In many environments the logon ID is the first letter of the first name
immediately followed by the first seven letters of the last name.  For example,
Jan Smith may have a logon ID of JSMITH.

The first time a user logs on to HODstar Supporter the password is the same as
the logon ID.  The user must change the password before logging-on.  Passwords
can be from one to eight letters, numbers, and/or special characters.
Upper/lower case is ignored for letters.

Use the Tab key to move from field to field.  Click the Logon button or use the
Alt-L key combination to start the logon process.

Logon status is shown in the title bar of the Control Panel. Status is either
'Initializing', 'LOGGED-ON', and 'NOT LOGGED-ON'.

Logon will fail for any of the following reasons:

 1. User ID is already logged-on and in use
 2. User ID is not configured to the system
 3. User ID specified is incorrect
 4. Password specified is incorrect
 5. Your PC is unable to access the HODstar Common Database
 6. Your local Supporter configuration is corrupted

Select Logon problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 3.2. Changing password ΓòÉΓòÉΓòÉ

Changing password

The first time a user logs onto HODstar Supporter the password is the same as
the logon ID.  The user must change the password before logging-on.  Passwords
can be from one to eight letters, numbers, and/or special characters.
Upper/lower case is ignored for letters.

Change the password by first entering the logon ID and current password in
their usual fields exactly as you do for logon.  Then enter the new password in
the New Password field.  Specify the exact same new password in the New
Password field.

Use the Tab key to move from field to field.  Click the Logon button or use the
Alt-L key combination to start the logon process and change the password.

Password changes will not take effect if someone else is already logged-on with
the same User ID, or if the User profile does not exist in the system.

Changing your password will fail for any of the following reasons:

 1. User ID is already logged-on and in use
 2. User ID is not configured to the system
 3. User ID specified is incorrect
 4. Password specified is identical to the User ID
 5. Your PC is unable to access the HODstar Common Database
 6. Your local Supporter configuration is corrupted

Select Logon problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 3.3. Logging-off ΓòÉΓòÉΓòÉ

Logging-off

Logoff by selecting the Logoff button or by using the Alt-L key combination
from the Control Panel.

You should always logoff Supporter before shutting down your workstation.
Abnormally terminating Supporter may cause problems the next time you try to
log back on.

Select Logon problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 3.4. Logon problem recovery ΓòÉΓòÉΓòÉ

Most problem recovery will require assistance from your system administrator.
Use this information to help your administrator identify and resolve the
problem.

Problem types are -

 1. 'User ID was not found'

    The user ID specified was spelled incorrectly or has not yet been
    configured to the system.  Make sure the spelling is correct or specify a
    different user ID.

    Contact your administrator to determine if you have been assigned a valid
    ID or if your ID has been defined.

 2. 'Password is invalid'

    The password was spelled incorrectly or is not the same as the password
    currently defined for this user ID.  Make sure the spelling is correct or
    specify a different user ID with a proven password.  New IDs or IDs reset
    by the system administrator have a password indentical to the user ID.

    Contact your administrator to determine if you have been assigned a valid
    ID, or if your password has been changed.

 3. 'Someone is already logged-on with user ID []'

    The user ID specified is already active on the system. This can be caused
    not only by someone else using this ID but also if the previous session was
    not correctly logged-off.

    Contact your system administrator to determine if the ID should be reset or
    if there is a security violation.

 4. 'Unable to find the expected number of HODstar Common Database files'

    Your system is unable to connect to the HODstar Common Database or the
    Common database is missing or corrupted.  Contact your system administrator
    to make sure you have a valid Supporter configuration, that your PC is able
    to connect to the Common Database, and that the Common Database is
    correctly defined.

 5. 'Cannot start CONTROL.EXE'

    Your local Supporter configuration is missing or corrupted. Make sure that
    the directory and file specified in the Settings page of the Control Panel
    icon exists, and that the Startup and Working Directories are both defined
    to the correct path.

    Contact your system administrator is you are not able to get past these
    suggestions.

 6. Control Panel disappears after logon

    This is caused by a missing or corrupted Supporter configuration.  Contact
    your system administrator immediately.


ΓòÉΓòÉΓòÉ 4. Managing Calls ΓòÉΓòÉΓòÉ

A Call is a description of a customer call and all the events associated to
that call.  Events are any sort of action related to the customer call.

The first event of all calls is the 'NEW' event to indicate that the call was
reported and then created.  Each time more work is done for the call, the
customer calls in for a status, or more information is discovered then another
event is added to the call.  Typically the last event of a call is the 'CLOSED'
event.

Calls also may have one or more search keys associated with them. Search keys
are words or phrases that help you and other users search for calls covering
related topics. You should always assign serveral search keys that best
identify the topic to each call.

As calls are created they are added to the overall list of calls. Calls can be
created, listed, viewed, updated, and deleted.

Select one of the following options to present these various aspects of Calls.

o Listing Calls

  All calls irregardless of their type and status are available to the Calls
  List.

o Creating Calls

  Defining a Call Profile to record and start tracking a customer call.

o Viewing/Updating Calls

  Viewing a Call Profile to determine its current status, or adding an event to
  track additional actions taken against the customer call.

o Deleting Calls

  Calls can only be deleted from the Calls List. Deletion is permanent.

o Call problem recovery

  Procedures to recover from known problems encountered while processing calls
  from Lists or Profiles.


ΓòÉΓòÉΓòÉ 4.1. Listing Calls ΓòÉΓòÉΓòÉ

Listing Calls

All calls irregardless of their type and status are available to the Calls
List.  From the Calls List you do the following:

 1. View/Update calls

    Selecting one or more calls and then clicking the View button displays the
    Profile for the selected calls. Calls displayed in View mode cannot be
    updated by default, but they can be locked for update.

    Select Viewing/Updating calls for more information.

 2. Add calls

    Selecting the Add option from the Resources drop down and popup menus
    displays an initialized Call Profile ready for new data. The new call is
    locked and assigned to the user's ID.

    Select Creating calls for more information.

 3. Delete calls

    Calls can be deleted only from the Calls List. Selecting one or more calls
    and then selecting the Delete option from the Resources drop down and popup
    menus removes the calls, all events associated to the calls, and any
    assigned search keys.

    Select Deleting calls for more information.

Select Call problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 4.2. Creating Calls ΓòÉΓòÉΓòÉ

Creating Calls

These are the three general areas of information related to creating a call -

 1. Defining the Call Profile

    The Call Profile is the first page of the Call notebook displayed.  The
    Profile organizes three areas of information making up the Call.

 2. Defining the Call Events

    Existing calls and calls newly created involve events, actions taken that
    relate to the customer call. The first event for all calls is the NEW
    event, though this event type can be overriden by the operator.

 3. Assigning Search keys

    Search keys are words or phrases that help identify and narrow down call
    searching. Search keys are used when scanning the database for calls
    related to a problem reported by a customer.

Select Call problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 4.2.1. Defining the Call Profile ΓòÉΓòÉΓòÉ

Defining the Call Profile

The Call Profile is the first page of the Call notebook displayed.  The Profile
organizes three areas of information making up the Call.

These three information areas identify and give contact data for the customer
reporting the call, the current status of the call, and general information
detailing and summarizing the call. Additionally there are Profile Controls
used to handle call updating.

o Customer Information

  This area identifies and gives contact data for the customer reporting the
  call.  The fields in this area are as follows -

    1. Customer Alias

       This is the user ID defined for the customer in their User Profile.

       All customers defined in the database are available from this list. You
       can 'jump' to a specific customer by typing in the first letters of
       their alias. The corresponding name and telephone detail are
       automatically entered as the letters you type match a known alias. Press
       the Enter key to completely enter the alias when you see information
       displayed for the customer you are helping.

       Besides typing in letters you can also click the down arrow to the right
       of the box or use the up/down cursor arrows to page through all listed
       users.

       You can also type in an alias if the user you want is not listed. Note
       that this just concerns the call and does not actually define the user
       to the system (this must be done from the User Profile notebook).

    2. Customer Group

       Once you have selected a customer the aliases for all groups that user
       is assigned to are listed in this box. Click the down arrow box to the
       right of the entry field or use the up/down cursors to select a specific
       group. By default if the customer is assigned to any group then the
       first (alphabetically) is selected.

       You can also type in a known alias if the group you want is not listed.
       Note that this just concerns the call and does not actually assign the
       user to that group (this must be done from the Group Profile notebook).

    3. Call #

       The call number is automatically generated when initializing a new call
       and cannot be changed. This number is unique and can be given to the
       customer for faster future reference.

    4. First Name

       The customer's First name.  This value can be typed in or automatically
       loaded from the User Profile.

    5. Last Name

       The customer's Last name.  This value can be typed in or automatically
       loaded from the User Profile.

    6. Phone

       The customer's phone number.  This value can be typed in or
       automatically loaded from the User Profile. The number typed in is
       automatically formatted to U.S.A. standards unless preceded by the plus
       ('+') symbol.

o Current Call Status

  This information reflects the current status of the call as controlled by the
  last event added to the call.

    1. Priority

       Current priority controls how active queue monitors view and alarm
       calls, and to guide call operators in how to handle these calls. The
       lower the number the higher the priority of the call. Zero is the
       highest priority and will instantly alarm on an active queue monitor.
       Five is the lowest and never alarms.

    2. Group

       This is the group to which the call is currently assigned. Group
       assignment is optional. The value displayed is the alias defined in a
       Group Profile.

    3. Rep

       This is the support staff member (User) to which the call is currently
       assigned. User assignment is optional. The value displayed is the alias
       defined in a User Profile.

    4. Call Type

       Type shows the current category assigned to the call. Call type is
       required and always displayed once a call is successfully opened.

    5. Last refresh

       Last refresh is the time (in 24-hour military) that the Call Profile was
       refreshed to reflect the current status.

o Call Summary and Detail

    1. Summary

       A 64-character single line that best sums up the subject of the call.
       This line is displayed in all lists and monitors and should be brief and
       accurate to help other users recognize the call subject.

    2. General call description

       Up to 3,072 characters (two-three typed pages) of text to more fully
       detail the call. The text can be formatted.

o Profile Controls

  Controls determine how calls are displayed, created, and updated.

    1. Lock

       A call must be locked before a user can update or add an event to the
       call. A call is locked when this box is checked.

       The value to the immediate right of the check box displays the user
       currently updating the locked call. This field will display '(none)'
       when the call is unlocked and available.

       When updating or adding a new call unlock the call as soon as possible
       to release the call to other support staff.

    2. Save

       The Save button updates the Call Profile with the information displayed
       in the Customer and Call Information areas (Current Status is updated
       only when processing events). A call must be locked to the current user
       before this button is available.

    3. Add New Event

       The Add New Event button displays the Event popup panel for a new event,
       and when saved updates the current status of the call. A call must be
       locked to the current user before this button is available.

    4. New Call

       The New Call button clears the Call Profile and initializes a new call
       number. The Lock box is checked and assigned to the current user. New
       calls are not permanent until saved and a first event added.

    5. Help

       The Help button displays the Supporter User's Online Reference for the
       section you are currently reading.

    6. Refresh

       The Refresh button updates the Call Profile with the current information
       and status of a displayed call. An existing call must be displayed
       before this button is available.

Select Call problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 4.2.2. Defining Call Events ΓòÉΓòÉΓòÉ

Defining Call Events

Existing calls and calls newly created involve events, actions taken that
relate to the customer call. The first event for all calls is the NEW event,
though this event type can be overriden by the operator.

The NEW call event is a popup panel displayed after clicking the Save button
from the Call Profile for the first time. A new call is not permanently saved
until the NEW event is defined and Filed.

There are two areas of information used to define an event, and another area of
Event controls used to manage the event. These areas are described as follows:

o Call Header

  The first information area, shown at the top of the event panel, is the Call
  Header. The information displayed here helps identify the call owning the
  event and what type of call the event describes.

  The only field in the Call Header the user can change is the Call Type drop
  down list. The call types listed are defined by your system administrator.

o Event Details

  The second information area, shown in the middle of the event panel, is the
  Event details area.  All fields in this area describe the action taken for
  the call for this event, and all can be changed by the user. These fields are
  as follows:

    1. Minutes

       The value specified here is the time in minutes the user worked on the
       call.  The value must be numeric and can be from 0 to 9,999.  The
       default value is 0.

    2. Priority

       The value selected from the priority list determines the relative
       importance of the call.  The lower the number the more critical the
       call.

       A priority of 0 is the highest priority; calls with a 0 priority will
       alarm as soon as detected by an active queue monitor. A priority of 5 is
       the lowest priority and will never alarm. Priorities 1 through 4 will
       alarm in the time periods determined by your system administrators. The
       default value is 3.

    3. Group

       Specifying a value for this field assigns the call to a support group.
       The value specified for Group is an alias for a support group. Group
       alias is optional. What you specify can be typed in or selected from a
       list of all defined support groups displayed when clicking the list
       Groups button.

       The value specified here controls how the list Staff button behaves
       (discussed in the Staff item below).

    4. Type

       The value selected from the Type list describes what kind of event, what
       action, was performed for the call. The values listed are defined by
       your system administrator.

       An event type must be specified. The default is the first
       (alphabetically) item in the list, or '(none)' if no event types have
       been defined for your system.

    5. Staff

       Specifying a value for this field assigns the call to a support staff
       user. The value specified for Staff is an alias for a user with support
       responsibility. User alias is optional. What you specify can be typed in
       or selected from a list of defined support staff members displayed when
       clicking the list Users button.

       The value specified in the Group field controls how the list Staff
       button behaves. If no group alias is specified (i.e. the field shows
       '(none)') then the list displayed is of all support staff. Otherwise
       only support staff assigned to the group are shown.

       If you want to assign the call to a support staff member not in the
       indicated group, and you want to use the list buttons, then first define
       the user and then define the group or just type in the respective
       aliases.

    6. Next Action

       The values listed for Next Action depend on the event Type defined
       previously. Next Action controls how the call will be handled in the
       future.

       Currently the only Next Action displayed is for Rescheduled calls (calls
       set to activate after a certain time and date to prevent them from
       alarming). Otherwise the value available in the list is 'NONE'.

    7. Queue

       Specifying a value for this field assigns the call to a support queue.
       The value specified for Queue is an alias for a Queue Monitor used by
       support staff to track calls. This value is optional, but remember that
       queues defined to only search for calls assigned to them will ignore
       this call.

       You can type in the queue alias or use the list Queues button to display
       a list of all Queues and select the queue alias from the list.

    8. Event Summary

       A 64-character single-line that you use to best summarize additional
       information describing the event or action taken for this call.

o Event Controls

  There are three buttons used to control the event popup. The Help button
  displays the Supporter Online User's Reference to show the information you
  are reading.  The others are as follows.

    1. File Changes

       This button is displayed when adding or changing an event. Click this
       button to save your changes and return to the Event History page.

       To cancel changes use the Alt-F4 key combination or double-click the
       upper left box of the popup panel.

    2. Exit

       This button is displayed when viewing an event. Click this button to
       return to the Event History page.

    3. Refresh

       This button is available when in View or Change event mode. When clicked
       the information is updated to show the current saved status of the
       event. Any changes made are lost.

Select Call problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 4.2.3. Assigning Search Keys ΓòÉΓòÉΓòÉ

Assigning Search Keys

Search keys are words or phrases that help identify and narrow down call
searching.  Search keys are used when scanning the database for calls related
to a problem reported by a customer.

The list to the left of the screen are all search keys defined by your system
administrator. Those to the right are the keys currently assigned to this call.

Select Call problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 4.3. Viewing/Updating Calls ΓòÉΓòÉΓòÉ

Viewing/Updating calls

Call profiles are initially displayed in a read-only View mode, whether
displayed from an active Queue Monitor or from the Calls List.  In this view
mode the operator can read and refresh the information displayed but cannot
make permanent changes to the call.

Once you lock the call you are able to make changes to the call and its events.
Select any of the following for information on updating calls:

o Defining the Call Profile
o Defining the Call Events
o Assigning Search Keys

  Words or phrases the best identify important aspects of a customer call and
  used to find other related calls.
o Events History

  Record of all events or actions performed while handling the customer call.

Select Call problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 4.3.1. Events History ΓòÉΓòÉΓòÉ

Events History

The large white area in the middle of the page lists the history of events, or
actions, taken for this call and filed by support staff. This list is updated
using the Refresh button to the lower right of the page. The event at the very
top of the list is the first and oldest, usually the NEW event. The event at
the bottom of the list is the most recent and determines the current status of
the call as shown on the Call Profile page.

You can View and Change events by highlighting the appropriate row with the
mouse pointer and then clicking the appropriate button at the bottom of the
screen.

Select Call problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 4.3.2. Analyzing Calls ΓòÉΓòÉΓòÉ

Analyzing Calls

The Analysis page of the Call Profile notebook is a powerful research tool to
review other existing calls in the database to answer the call you currently
are working on. This page is only available when in View or Change mode.

This research tool is as flexible as you determine. You can not only search for
calls with related header information but you can also search the contents of
all calls for any criteria not already defined by your system administrator.

All calls in the database, whether closed or in progress, are scanned. This
includes library calls as well.

Select one of the following for more detail.

o Defining Analysis Criteria

o Reviewing Matched Calls


ΓòÉΓòÉΓòÉ 4.3.3. Defining Analysis Criteria ΓòÉΓòÉΓòÉ

There are two general areas of search criteria displayed on the Analysis page.
Both are optional but one does influence the other.

o The Same as this Call's Box

  The top Same as this Call's criteria box analyzes those calls with the same
  header information as your current call. You choose which part of the current
  call's header to use as search criteria. When any option is checked then only
  calls with the same detail are scanned. When two or all three options are
  checked then they must all be true before a call is retrieved from the
  database (true AND true AND true).  Note that those retrieved calls are then
  scanned using your Fuzzy 'long search' criteria if that option is checked
  (more on this below).

  The three options within the Same as this Call's criteria box are as follows.

   - Call Type

     When checked only calls with the same type as the current call are
     scanned. The current call type is determined by the last event added to a
     call, and is shown in the Current Status box on the first page of every
     call's Profile notebook.

   - Search Keys

     When checked only calls with one or more of the same search keys assigned
     to the current calls are scanned. This option is always processed as an OR
     search. The number of matched search keys increases the overall Confidence
     rating assigned to each scanned call.

   - Customer

     When checked only calls opened for the same customer (using the customer
     Alias) as the current call are scanned.

o The Fuzzy 'long search' criteria Box

  The bottom Fuzzy 'long search' criteria box allows you to specify any search
  criteria to locate other calls related to the call you currently are working
  on. These criteria are scanned against the pool of calls built using any
  checked options in the above Same as this Call's box. If no options were
  checked in the above box the Fuzzy criteria you specify are scanned against
  all calls in the database.

  The criteria you specify can be individual words or phrases. For example you
  could search on all calls containing the word 'operat' or instead 'operating
  systems'. These terms are case sensitive so 'operat' will not locate
  'Operat', 'OPERAT, or 'oPeRaT'.

  Enter your search criteria in the text box to the right of the Fuzzy search
  controls. Criteria are separated by pressing the Enter key after each word or
  phrase, i.e. operat(Enter), OPERAT(Enter).

  Note that Fuzzy seaches are very powerful and flexible, but they can take a
  long time depending upon how many search terms and phrases you specify.
  'Extremely' complex searches can even slow down your database server for your
  fellow team members.

  In the Search box you determine how deeply to scan calls for Fuzzy search
  criteria. Note that just the call header detail is scanned - call events are
  not scanned.

   - Summaries

     When checked the 64-character description line for each call is scanned
     for the specified fuzzy criteria.

   - Notes

     When checked the 3,072-character text box for each call is scanned for the
     specified fuzzy criteria.

  You also control how these parts of the call are scanned as whether to scan
  calls where all criteria are true (AND), or just any of the criteria (OR).
  The default is any of them.

   - AND

     When AND is checked then all of the criteria in the box must be found. If
     both Summaries and Notes are checked the criteria must be found in both
     parts of the call.

   - OR

     When OR is checked then any of the criteria can be found in any of the
     parts of a call.

  The number of matched Fuzzy search criteria increases the overall Confidence
  rating assigned to each scanned call.

Click the Start button once you have specified all the criteria you wish to
search on. Note that you may need to make more than one pass to analyze all
calls related to the call you currently are working on.

Select Reviewing Matched Calls for help on how to use the Calls Matching Search
Criteria panel that is popped up once you have started the analysis process.


ΓòÉΓòÉΓòÉ 4.3.4. Reviewing Matched Calls ΓòÉΓòÉΓòÉ

The Calls Matching Search Criteria panel is displayed during the analysis
process.

A warning message is displayed and you are returned to the Call Profile
notebook if no calls were matched. Otherwise all matched calls are listed in
the top Headers of Matched Calls box and the corresponding summary and notes
for each call is displayed in the Call Detail box just below.

This panel 'floats' over the Call Profile notebook. You can then compare the
matched calls display with the call profile notebook side-by-side and go back
to any of the pages of the notebook. Use standard copy and paste information
between the Call Detail box and the profile Summary and Detail fields (i.e.
highlight the desired text with the mouse or the keyboard, press the
Ctrl-Insert key combination, click in the target field, then press the
Shift-Insert key combination).

You can use the up and down cursor keys or the mouse to review individual calls
in the Matched Calls box. The corresponding detail for each call is shown as
you scroll or select a header. The Confidence level for each also is displayed
as you scroll through the list.

The confidence level gives you a feel for the preciseness of your search
criteria. The more specified criteria that match then the higher the confidence
level - it is possible to get a confidence level of over 100%. A very high
confidence level does not necessarily mean that the matched call is exactly the
answer to your current call but instead just that your search criteria closely
relate the calls.

You can display the full Call Profile notebook for each matched call by
selecting the header and clicking the View button. Once the Call Profiles are
displayed you can choose to lock those calls to make changes.

Select Defining Analysis Criteria to review setting up search criteria.


ΓòÉΓòÉΓòÉ 4.4. Deleting Calls ΓòÉΓòÉΓòÉ

Deleting calls

Calls can only be deleted from the Calls List. Once deleted calls cannot be
recovered except from database backups.

Delete calls by selecting one or more calls from the Calls List. When selecting
more than one call use the mouse pointer to drag the pointer up or down with
the left mouse button help down. To selectively highlight calls not next to
each other hold down the Ctrl key on the keyboard as you click on each entry to
be deleted.

When one or more calls are selected display the Resources menu either by
clicking on the Resources option on the menu bar or by clicking the right mouse
button while the pointer is over the Calls List area. When the menu is
displayed select the Delete option. A message box will display asking you to
confirm deleting the selected calls. Click the 'Yes' button to delete the
calls, or 'No' to cancel.

Select Call problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 4.5. Call problem recovery ΓòÉΓòÉΓòÉ

o 'The Control Panel is not active'

  All Supporter modules require that the user both start the Control Panel and
  logon to the Supporter system before they will start.

  When a Supporter module displays this error it will automatically try to
  start the Control Panel so that you can logon.

  Once you click the OK button on this message box the module will close
  itself. After logging-on restart the module.

o 'You are not logged into a HODstar session'

  All Supporter modules require that the user both start the Control Panel and
  logon to the Supporter system before they will start.

  If you have logged-on but you are getting this error then the system
  administrator may have forced off your session or you may be encountering a
  problem maintaining a connection with the HODstar Common Database.

  Contact your system administrator if you are not able to logon or to use
  Supporter after logon.


ΓòÉΓòÉΓòÉ 5. Managing Queues ΓòÉΓòÉΓòÉ

Queues provide a way to list certain types of calls.  Queues are configured for
the types of calls they list, and for how often they automatically scan through
the call database to find those calls.

Calls that have not been processed within a specific time will be alarmed by
queues running in monitor mode.  New calls and on-going calls can 'time-out' to
trigger an alarm.  Queues must be running in monitor mode to trigger alarms.

Queues can be created, listed, monitored, viewed, changed, and deleted.

Select one of the following options present these various aspects of Managing
Queues.

o List Queues

  Currently defined queues are shown using the Queues List object in the
  HODstar folder. Queue monitors are activated from the Queues List, and Queue
  Profiles can be started from the List to add, change, or view calls. Multiple
  queues can also be deleted from the Queues List.

o Monitor Queues

  Queue monitors are used to track specific kinds of calls as determined by how
  the Queue Profile is defined. Monitors also search for calls that have
  alarmed (timed-out from having no action taken against them), and will alarm
  calls that have exceed the priority timeout defined in the Queue Profile.

o Create Queues

  A Queue Profile must be defined and configured before users can begin to
  selectively monitor specific kinds of calls. The Profile also controls if new
  and on-going calls should time-out and trigger alarms to notify users.

o View/Change Queues

  Once created users will want to see what search and alarm criteria are being
  used for active Queue Monitors, and modify those settings as help desk needs
  change.

o Delete Queues

  Over time queues may become obsolete and will need to be removed from the
  system.

o Queue problem recovery

  Procedures to recover from known problems encountered while processing calls
  from Lists or Profiles.


ΓòÉΓòÉΓòÉ 5.1. List Queues ΓòÉΓòÉΓòÉ

List Queues

From the Queues List you can do the following:

o Activate Queue Monitors

  Queue monitors are activated only from the Queues List. You come here after
  logging-on to track your calls.

  Activate one or more queues by selecting the respective entries and then
  clicking the Monitor the Queues button.

o Create Queues

  Activate the Queue Profile to create queues by selecting the Add option from
  the Resources menu.  Display the Resources menu either by clicking the
  Resources option on the menu bar or by clicking the right mouse button while
  the pointer is over the Queues List area.

o View Queues

  You can view the profile for one or more queues by selecting the respective
  entries and then clicking the View button.

o Change Queues

  You can change the profile for one or more queues by selecting the respective
  entries and then selecting the Change option from the Resources menu.

o Delete Queues

  You can delete the profile for one or more queues by selecting the respective
  entries and then selecting the Delete option from the Resources menu. Once
  deleted queues cannot be recovered except from database backups.

Select Queue problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 5.2. Monitor Queues ΓòÉΓòÉΓòÉ

Monitor Queues

Queue monitors are used to track specific kinds of calls as determined by how
the Queue Profile is defined. Monitors also search for calls that have alarmed
(timed-out from having no action taken against them), and will alarm calls that
have exceed the priority timeout defined in the Queue Profile.

During the refresh process the Queue Monitor first scans all calls and
accumulates a list of those matching criteria from the Queue Profile.

If the Profile has been setup to alarm calls that have timed-out then new or
on-going calls matching alarm criteria are tagged. If no ALARM event has
already been posted to each call then the Monitor adds that event. Alarmed
calls may be displayed in a list, trigger a beeping alarm, and/or run an
external program (these events are defined in the Queue Profile). Select
Alarmed Calls for more detail.

The different parts of the Queue Monitor screen are as follows.

o Queue Type

  This displays the kind of calls being tracked by this queue monitor. The type
  is either Active or Library. Active calls are all calls associated to
  customers, irregardless of their actual (i.e. NEW, CLOSED, etc.) status.
  Library calls are re-formatted and not associated to customers; they are used
  strictly for lookup and research purposes.

o Matched Calls List

  All calls found in the database matching the queue's search criteria are
  listed in this area as a one-line summary for each call.

o Current Status

  Information presented in this area are displayed strictly for your reference.
  The fields shown in this area are as follows:

    1. Alarms?

       The total number of alarmed calls detected from the last refresh pass
       are displayed in thos field.

    2. Total

       The total number of calls detected in the last refresh pass and
       displayed in the Matched Calls List area is displayed here.

    3. Last pass

       Displays the last time (24-hour format) the Matched Calls List was
       refreshed either by the user or automatically by the Queue Monitor.

    4. Sleep time

       Shows the time period (in minutes) the Queue Monitor waits before
       automatically refreshing the list of Matched Calls.

o Assigned to queue

  When checked this option will only match calls that not only meet the queue
  profile's search criteria but are also directly assigned to this queue name.
  The default for this option is defined in the queue profile but can be
  overridden by the user to search for calls related to this queue.

o Queue's call types

  When checked this option will only match calls by their types as defined in
  the queue's profile. The default for this option is defined in the queue
  profile but can be overridden by the user to search for all calls related to
  this queue irrgardless of their call type.

o Refresh

  Clicking the Refresh button updates the list of Matched Calls and scans for
  newly alarmed calls.

o Add

  Clicking the Add button displays an initialized Call Profile to define a new
  customer call for the system.

o View

  Clicking the View button displays the Call Profile for one or more selected
  calls in the Matched Calls List. Once the profiles are displayed the user can
  lock them to add additional events for the selected calls.

o Change Queues

  Clicking this button permits you to select a new Queue Profile to activate
  and monitor instead of the current profile. Select Changing Monitored Queue
  for more detail.

o Help

  Clicking the Help button displays this information from the online Supporter
  User Reference for Queue Monitors.

Select Queue problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 5.2.1. Alarmed Calls ΓòÉΓòÉΓòÉ

Alarmed Calls

When an activated Queue Monitor refreshes itself and its Queue Profile is
configured to detect alarmed calls it will display this panel to list those
calls. Alarms are generated whenever a new or on-going call has timed-out from
no activity. The areas of this Alarm Popup panel are as follows.

o Beep alarm

  A Queue Monitor detecting alarmed calls will trigger a beeping alarm to
  notify the user if this action has been enabled in the Queue Profile.
  Disabling this check box will stop the alarm while the user browses the list
  of alarmed calls.

o Alarmed Calls List

  One-line summaries of all calls that have been alarmed are listed here.

o Acknowledge

  Clicking the Acknowledge button for the selected alarmed call will display
  its Call Profile. Once displayed the user can lock the call to add an event.

o Ignore

  When clicked the Alarmed Calls Popup panel is closed and the beeping turned
  off. Click this button if the alarmed calls are better handled by another
  user.

o Refresh

  When clicked the Alarmed Calls List is refreshed to scan for the current list
  of calls still alarming.

Select Queue problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 5.2.2. Changing Monitored Queue ΓòÉΓòÉΓòÉ

Changing Monitored Queue

When clicked this displays a list of all defined queues. The user may select a
new queue to begin monitoring instead. The previous queue will no longer be
monitored. This process is identical to selecting the Monitor the Queues button
from the Queues List: to activate queues.

You can disable this active Queue Monitor by selecting the '(none)' entry at
the top of the list.

Select Queue problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 5.3. Create Queues ΓòÉΓòÉΓòÉ

Create Queues

There are three pages organizing different information for queues. All
information must be specified before the queue can be activated and monitored.
These pages are as follows.

o Queue Profile

  The Queue Profile page specifies the name and description of the queue, and
  information determining how and what the queue processes.

  Select Queue Profile

o Call Types

  The Call Types page specifies what types of calls the queue processes. By
  default the queue will process all defined types of calls.

  Select Call Types

o Alarms

  The Alarms page is configured if new and on-going calls will be timed-out by
  this queue when it is active. Enabled alarms have different time-out periods
  based on each call's priority.

  Select Alarms for detail.

Select Queue problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 5.3.1. Queue Profile ΓòÉΓòÉΓòÉ

The Queue Profile page specifies the name and description of the queue, and
information determining how and what the queue processes. This information is
then used once this queue as been activated for Queue Monitoring.

The different fields on this page are as follows.

o Alias

  This is a one-to-eight character name that uniquely identifies this queue
  from your other defined queues. The Alias can be any combination of letters,
  numbers, and special characters. All letters are converted to upper case.

o Last Updated

  This value is a timestamp showing the date and time this profile as last
  added/updated. The user can change this timestamp only by using the Add and
  Change buttons.

o Description

  A 64-character single-line that best summarizes what this queue is and is
  intended for. Description as well as Alias are displayed from the Queues List
  and from the Change Queue option in active Queue Monitors.

o Queue Type

  This controls whether the Queue monitors active calls or library calls.
  Active calls are those associated with a customer and sre used to keep a
  record of that customer's call. Library calls are those no longer associated
  with a customer but instead cleaned-up and edited to serve as a research or
  look-up resource when investigating new calls.

o Call Events to Ignore

  All defined call events are listed in this box. Those that have been selected
  or highlighted will be ignored by the active Queue Monitor.

  Use the mouse pointer to select one or more call types to ignore. Select
  multiple entries next to each other by clicking on an entry with the left
  mouse button and dragging the pointer either up or down. Select multiple
  entries NOT next to each other by holding down the Ctrl key while clicking on
  those call types you wish to ignore.

o Monitor Override Defaults

  These settings establish defaults for the controls available on an active
  Queue Monitor. The user can override these settings from the active Monitor.

    1. Only show calls assigned to queue

       When enabled a call must be directly assigned to this queue before it
       will be picked up and processed by the active queue monitor.

       You may want to disable this option to scan for calls related but not
       assigned to this queue.

    2. Only show by queue's call types

       When enabled only calls with types assigned to this queue (see the Call
       Types

       You may want to disable this option to scan for calls with call types
       not assigned but related to this queue.

o Assigned to...

  When enabled only calls assigned to either the specified support staff user
  or group will be picked up and processed by the active Queue Monitor.

    1. Group

       The value entered here must be a valid Group alias defined in the
       system. The alias can be typed in or selected from a list of all defined
       support groups displayed by clicking the add from list button. Only
       groups with the Support Responsibility option enabled in their Profile
       will be displayed.

    2. User

       The value entered here must be a valid User alias defined in the system.
       The alias can be typed in or selected from a list of all defined support
       staff users displayed by clicking the add from list button. Only users
       with an access level of operator or above enabled in their profile are
       displayed.

Select Queue problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 5.3.2. Call Types ΓòÉΓòÉΓòÉ

The Call Types page specifies what types of calls the active Queue Monitor
processes. By default the queue will process all defined types of calls.

The different areas of the Call Types page are as follows.

o Types monitored

  All defined call types are listed in this area. By default the active Queue
  Monitor will scan for all call types listed in this area.

o Types ignored

  Call with the types listed in this area will not be picked and processed by
  the active Queue Monitor. Move call types from the Types monitored to here by
  selecting one or more of the monitored types and clicking the add ==> button,
  or by merely double-clicking the entries under Types monitored list. Click
  the Save button when through to make the changes permanent.

o add ==>

  This button is used to move one or more selected call types from the Types
  monitored list to the Types ignored list.

o <== del

  This button is used to move one or more selected call types from the Types
  ignored list back to the Types monitored list.

o Save

  Click this button to make permanent any changes made.

o Help

  Click this button to display this information from the online Supporter Users
  Reference for defining Call Types ignored by active Queue Monitors.

o Refresh

  Click this button to display what call types are processed or ignored for
  this queue once it is activated as a Queue Monitor.

Select Queue problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 5.3.3. Alarms ΓòÉΓòÉΓòÉ

The Alarms page is configured if new and on-going calls will be timed-out by
this queue when active. Enabled alarms have different time-out periods based on
each call's priority. By default both new calls and on-going calls will timeout
and trigger alarms if no action is taken against them within specific times.

Note that calls are alarmed by active queue monitors. If no queues are being
monitored anywhere throughout your network or none of the active queues are
defined for alarms then calls will never alarm.

o First Response Alarm

  When enabled this option causes the active Queue Monitor to scan for
  timed-out calls whose current status is NEW and that meet the other queue
  profile criteria, but have had no action taken against them since first
  created. New calls will not time-out and trigger an alarm if this option is
  disabled.

  There are several areas that must be configured if this option is enabled.
  These are as follows.

    1. Timeouts in Minutes

       This list area shows how long a new call call will sit before it
       times-out and triggers a new call alarm. The time-out periods are
       different for each priority assigned to that call.

       Only priorities 1 through 4 are defined for a time-out period. Calls
       with a priority of 0 will alarm immediately and therefore have no
       timeout period. Calls with a priority of 5 never alarm and also do not
       need a timeout period.

              Default First Response timeouts in Minutes
              by Priority

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              ΓöéPriorityΓöéTimeout Γöé
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              Γöé   1    Γöé  60    Γöé
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              Γöé   2    Γöé  120   Γöé
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              Γöé   3    Γöé  240   Γöé
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              Γöé   4    Γöé  360   Γöé
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       Change the timout period for a specific priority by holding down the Alt
       key and then clicking in the Timout column for that priority entry. When
       the input box appears delete the previous setting and enter the new
       number of minutes. Then click somewhere else on that list. When
       completed click the Save button on the Call Profile page to make the
       changes permanent.

    2. First Response Alarm action

       The information specified in this section control what action(s) the
       active Queue Monitor takes when one or more alarmed calls are detected.
       You can choose one or more of these options.

      - Beep speaker

        When enabled the active Queue Monitor will start a beeping alarm on the
        user's PC when a first response alarm timeout occurs. The tone can be
        one of low, medium, or high and is a double-beep made about every three
        seconds until either the user disables the beeping (if Flash Alarm
        popup is also enabled) or until the alarmed call is handled and the
        Queue Monitor refreshed.

      - run program

        When enabled the active Queue Monitor will start an external program
        you specify in the adjacent field when a first response alarm timeout
        occurs. The program name can be fully qualified with a drive and path
        or can be just the executable name if the user's PATH statement in the
        CONFIG.SYS points to it.

      - Flash Alarm popup

        When enabled the active Queue Monitor pops up a list of all alarmed
        calls detected that match the alarm criteria. From this popup the user
        can open the alarmed call profile to take some action against the call.

        Select Alarmed Calls for more detail.

o Inactivity Alarm

  When enabled the Inactivity Alarm option works just like the First Response
  alarm for all calls except new calls. Refer to the previous list for general
  operations; the information presented below details just the different
  defaults.

    1. Timeouts in Minutes

       Like the First Response timeouts this list area shows how long a new
       call call will sit before it times-out and triggers an Inactive call
       alarm. The time-out periods are different for each priority assigned to
       that call and defined in hours. Defaults are as follows.

              Default Inactivity timeouts in Minutes by
              Priority

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              ΓöéPriorityΓöéTimeout Γöé
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              Γöé   1    Γöé  60    Γöé
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              Γöé   2    Γöé  120   Γöé
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              Γöé   3    Γöé  240   Γöé
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              Γöé   4    Γöé  360   Γöé
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    2. Inactivity Alarm action

       These options work just like those for First Response alarms. Refer back
       to the above information for detail.

Select Queue problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 5.4. View/Change Queues ΓòÉΓòÉΓòÉ

View/Change Queues

Queue Profiles can be started in a View or Change mode from the Queues List.
Profiles can also be displayed in these respective modes by the Queue Profile
by clearing the panel, typing the alias into the Alias field, and clicking the
Refresh button.

Profiles cannot be changed when displayed in View mode. View mode is typically
faster to get to and display and should be used when needing to quickly see how
a Queue Monitor is defined.

You can change the profile for one or more queues by selecting the respective
entries and then selecting the Change option from the Resources menu.

Select Create Queues  for detail on the fields and pages available in the Queue
Profile.

Select Queue problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 5.5. Delete Queues ΓòÉΓòÉΓòÉ

Delete Queues

Queue profiles can be deleted from both the Queues List and from their Queue
Profile. Once deleted their profiles cannot be recovered except from database
backups.

You can delete the profile for one or more queues displayed in the Queues List
by selecting the respective entries and then selecting the Delete option from
the Resources menu. Once deleted queues cannot be recovered except from
database backups.

Select Queue problem recovery if you encounter problems.


ΓòÉΓòÉΓòÉ 5.6. Queue problem recovery ΓòÉΓòÉΓòÉ

o 'The Control Panel is not active'

  All Supporter modules require that the user both start the Control Panel and
  logon to the Supporter system before they will start.

  When a Supporter module displays this error it will automatically try to
  start the Control Panel so that you can logon.

  Once you click the OK button on this message box the module will close
  itself. After logging-on restart the module.

o 'You are not logged into a HODstar session'

  All Supporter modules require that the user both start the Control Panel and
  logon to the Supporter system before they will start.

  If you have logged-on but you are getting this error then the system
  administrator may have forced off your session or you may be encountering a
  problem maintaining a connection with the HODstar Common Database.

  Contact your system administrator if you are not able to logon or to use
  Supporter after logon.


ΓòÉΓòÉΓòÉ 6. Trademarks ΓòÉΓòÉΓòÉ

The following products are Trade Marks of HODstar(TM) Support Solutions:

o HODstar Monitor
o HODstar Supporter
o HODstar Pager
o HODstar Broadcaster
o HODstar Supporter
o HODstar Loader

The following products are Trade Marks of International Business Machines,
Inc.:

o Database2 (DB2)
o Database 2/2 (DB2/2)
o Operating System/2 (OS/2)
o OS/2 LAN Server

The following products are Trade Marks of Microsoft Corporation:

o Windows
o Windows NT
o Windows 95

Netware is a Trade Mark of Novell Corporation.