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1991-04-12
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H O T N E T
Hotline Phone Calling/Tracking
A Networked Phone Support System
Version 1.12
Copyright 1990,1991 - Joey Robichaux
P.O. Box 91016-199
Baton Rouge, La. 70821
(504) 752-2620
1
HotNet - Phone Support System
BASICS
HOTNET was originally designed as a tool to help provide
technical telephone support for a software package. It captures
information about user telephone calls and problems. It captures
solutions to those problems, as well as information about number
of calls, amount of work done by support personnel, unresolved
"open" calls, and other types of managerial information.
HOTNET has been adapted for NETBIOS LAN use -- this lets
multiple telephone support personnel use a common database.
Support personnel can query the database to discover if
particular problems have already been "solved" -- this saves a
great amount of time not having to re-invent the wheel over and
over again. It also captures information in a common database
that can be used for managerial decisions.
HOTNET is now being distributed as a copyrighted shareware
package for LAN or single-user use.
DEFINITION OF SHAREWARE
The author is a member of the Association of Shareware
Professionals. Shareware distribution gives users a chance to
try software before buying it. If you try a Shareware program
and continue using it, you are expected to register.
Copyright laws apply to both Shareware and commercial
software, and the copyright holder retains all rights, with a
few specific exceptions as stated below. The main difference
between shareware and commercial software is the method of
distribution. The shareware author specifically grants the
right to copy and distribute the software, either to all and
sundry or to a specific group.
Shareware is a distribution method, not a type of software.
You should find software that suits your needs and pocketbook,
whether it's commercial or Shareware. The Shareware system makes
fitting your needs easier, because you can try before you buy.
Shareware has the ultimate money-back guarantee -- if you
don't use the product, you don't pay for it.
This program is produced by a member of the Association
of Shareware Professionals (ASP). ASP wants to make sure that
the shareware principle works for you. If you are unable to
resolve a shareware-related problem with an ASP member by
contacting the member directly, ASP may be able to help. The
ASP Ombudsman can help you resolve a dispute or problem with
an ASP member, but does not provide technical support for
members' products. Please write to the ASP Ombudsman at 545
Grover Road, Muskegon, MI 49442 or send a CompuServe message
via CompuServe Mail to ASP Ombudsman 70007,3536.
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HotNet - Phone Support System
DISCLAIMER - AGREEMENT
Users of HOTNET must accept this disclaimer of warranty:
"HOTNET is supplied as is. The author disclaims all warranties,
expressed or implied, including, without limitation, the
warranties of merchantability and of fitness for any purpose. The
author assumes no liability for damages, direct or consequential,
which may result from the use of HOTNET."
HOTNET is a "shareware program" and is provided at no charge
to the user for evaluation. Feel free to share it with your
friends, but please do not give it away altered or as part of
another system. The essence of "user-supported" software is to
provide personal computer users with quality software without
high prices, and yet to provide incentive for programmers to
continue to develop new products.
If you find this program useful and find that you are using
HOTNET and continue to use HOTNET after a reasonable trial
period, you must make a registration payment of $49 per file
server to the author. The $49 registration fee will license one
copy for use on any one file server at any one time. Up to 4
workstations attached to the file server may use this copy of
HOTNET.
Commercial users of HOTNET must register and pay for their
copies of HOTNET within 30 days of first use or their license is
withdrawn. Site-License arrangements or arrangements for use by
more than 4 workstations may be made by contacting the author.
Anyone distributing HOTNET for any kind of remuneration must
first contact the author at the address below for authorization.
This authorization will be automatically granted to distributors
recognized by the (ASP) as adhering to its guidelines for
shareware distributors, and such distributors may begin offering
HOTNET immediately (However, the author must still be advised so
that the distributor can be kept up-to-date with the latest
version of HOTNET).
You are encouraged to pass a copy of HOTNET along to your
friends for evaluation. Please encourage them to register their
copy if they find that they can use it.
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HotNet - Phone Support System
REGISTRATION
If you like and use HOTNET after the initial trial period
you must register, and pay for, this program. Full details and a
registration form can be found in the file HOTNET.REG which is
distributed with HOTNET.
When you register HOTNET you will receive:
* a copy of the latest version of HOTNET on
diskette, direct from the author and guaranteed
virus-free;
* a printed copy of this reference manual;
* notification of upgrades and new releases;
* access to 3 months of free technical support.
ADDRESS FOR ENQUIRIES, REGISTRATIONS & SUPPORT
For Technical Support and General Enquiries, the author can be
contacted in the following ways (in approximate order of
preference):
* On Compuserve, via EASYPLEX to ID [71336,336].
Registrations should be sent by mail to the address
below.
* By US Mail to : Joey Robichaux
P. O. Box 91016-199
Baton Rouge, La. 70821
* Telephone : (504) 752-2620. Please note that the
author will not normally be available at this number
during working hours, but please leave a message and
he will return your call as soon as possible.
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HotNet - Phone Support System
TABLE OF CONTENTS
SECTION I. INTRODUCTION
Why should I use HOTNET .............................. 6
Hardware Requirements ................................ 7
How to Install HOTNET ................................ 8
Files and Buffers .................................... 10
SECTION II. GETTING STARTED
Starting HOTNET ...................................... 11
A Menu Tour .......................................... 12
SECTION III. USING HOTNET
Maintain Call Records ................................ 14
Edit an Existing Record .............................. 16
The Free-Form Comments Field ......................... 18
Adding a New Record .................................. 19
Deleting an Existing Record .......................... 22
Returning From the Scrolling Call Record Window ...... 23
The Utility Menu ..................................... 24
Log In ............................................... 25
Choose a Printer ..................................... 26
Build New Index ...................................... 27
Purge Old Records .................................... 28
Export Range of Records .............................. 29
Import Records ....................................... 30
Return from the Utilities Menu ....................... 31
The Report Menu ...................................... 32
Return from the Report Menu .......................... 33
Terminate HOTNET ..................................... 34
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HotNet - Phone Support System
SECTION I. INTRODUCTION
1.1 WHY SHOULD I USE HOTNET?
Do you provide some type of "hotline" phone support --
perhaps from users of a software package you support, or maybe
from business owners needing tax advice. You may be trying to
trouble-shoot mechanical problems from lawn-mower dealers;
perhaps you're part of a legislative committee that's explaining
new laws introduced in the current session. Maybe you're just
trying to collect feedback from people on a new product you've
introduced.
All of these scenarios have common business problems:
1) They're fielding questions from a wide body of
end-users.
2) Many different people may be answering the phone.
3) These people may not know the "product" or
"service" in great detail.
4) Many common questions are asked frequently.
5) The phone personnel may not know if a question
has already been solved or not.
6) Managment needs some kind of way to track what
kinds of questions and problems end-users have.
7) Management needs to know which problems are
unresolved so they can concentrate resources to
solve those problems.
8) Management needs a way to track the activity and
performance of phone personnel.
HOTNET, a PC-based multi-user shareware system, can help
solve these business problems. HOTNET is network capable and
supports NETBIOS record locking.
HOTNET is designed to capture caller information to help
phone personnel record and solve common problems and also to
provide management with the necessary information to help make
business decisions.
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HotNet - Phone Support System
1.2 HARDWARE REQUIREMENTS
HOTNET will run on any 100% IBM compatable PC-DOS/MS-DOS
machine. It will run on 8088 class machines, although
performance is best with 80286 and above machines. A hard drive
and printer are recommended for optimum performance. You should
have 640K conventional RAM to use HOTNET, especially if you are
accessing a network.
HOTNET will run on a NETBIOS-compatable network. It has
been tested on Novell Advanced Netware and on TopShare. It uses
standard NETBIOS record locking techniques.
The physical type of network should not be important.
HOTNET has been tested on both Arcnet and Ethernet LAN's.
Note that some types of networks require a great amount of
memory in each workstation to be reserved for network software
use. You must have at least 374K of free memory to use HOTNET.
Most network software leaves this much free memory.
HOTNET supports both color and monochrome video monitors.
HOTNET supports the following types of printers (and
compatables):
* Epson EX/FX/JX/RX/LQ printers
* HP LaserJet 500/+/II/III
* Generic ASCII printers
* HP LaserJet I
* IBM Proprinter
* Panasonic KX
* Diablo 620 & 630
* Toshiba P341/P351
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HotNet - Phone Support System
1.3 HOW TO INSTALL HOTNET
Installing HOTNET is fairly simple. Simply create a
subdirectory on the hard disk of the system which will contain
HOTNET. This will be your personal hard disk if you are
installing HOTNET for non-LAN personal use. It will be the file
server's hard disk if you are installing HOTNET for multi-user
access.
If you are installing HOTNET on a LAN, you must have the
proper supervisory rights to create the subdirectory. Contact
your Network Adminstrator if you have problems doing this.
Furthermore, you must grant create/delete/read/write rights to
all potential HOTNET users. Again, contact your Network
Administrator if you need assistance.
If you are installing the archived version of HOTNET
(HN.EXE), you may unarchive the system as follows:
1) Create the proper subdirectory on the target hard
drive.
2) Make that drive/subdirectory current.
(ex: F:\PUBLIC> MD HOTNET (create subdirectory)
F:\PUBLIC> CD HOTNET (make it current)
F:\PUBLIC\HOTNET>
3) Insert HOTNET diskette in disk drive.
4) Enter the following command (assumes using drive B):
F:\PUBLIC\HOTNET> B:HN
HN.EXE is a self-extracting version of HOTNET. It will
extract the necessary HOTNET files and place them in
the current drive\subdirectory.
You will install the following files:
HOTNET.EXE HOTNET.DOC PHONE.DBF PHONE.DBT
PHONE1.NTX PHONE2.NTX PHONE3.NTX PHONE4.NTX
REPORTS.RP1 RR.CNF RR.UDF RRC.OVL
RRUN.EXE RRUNC.OVL RRUNTIME.EXE RRUNIN.DBF
WWCUST.DBF REGISTER.DOC UPDATES.DOC
Next, you should create an environment variable called
LOGNAME. Each user should have this variable. You can do this
easily in each user's LOGIN script if they are networked users.
Contact your Network Adminstrator for assistance in doing this.
The LOGNAME variable should be set to the person's name.
This name will be used to track who is answering calls and will
be used in HOTNET reports.
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HotNet - Phone Support System
HOTNET has a method to override this variable -- you can
select an option called "Log in" (See LOG IN). However, if you
have the LOGNAME variable, users will be automatically logged in
when they access HOTNET.
If you do not use the LOGNAME variable, HOTNET will still
work. It will then be necessary for users to log in manually
with the "Log in" utility function.
If you don't set the LOGNAME variable in the network LOGIN
script, you can use the DOS "SET" command. For example,
"SET LOGNAME=JOEY" will create an environment variable called
LOGNAME and assign it the value "JOEY". If you then access
HOTNET, you'll that user "JOEY" has automatically been logged in.
You can place the SET command in your AUTOEXEC.BAT file.
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1.4 FILES AND BUFFERS
HOTNET requires you have an ample amount of FILES and
BUFFERS reserved in your CONFIG.SYS file. The amount depends on
the type of network software you use and possibly on what TSR
programs you may have installed.
In general, you should have at least the following figures:
FILES = 30
BUFFERS = 8
If you have problems running HOTNET, you should try
increasing the number of FILES. Again, this depends on your
network software and also on what else is running on your
workstation.
If you don't know how to check your CONFIG.SYS, you should
contact the Network Administrator for help. You could also try
the following:
The CONFIG.SYS file should be in the root directory of your
boot disk (probably your hard drive; probably drive C). If, for
example, you boot from drive C, enter "C:" to make drive C
current. Then, enter "CD \" to return to the root directory.
Enter "DIR CONFIG.SYS" to make sure you have a CONFIG.SYS
file. If you see one, you can check the contents by entering
"TYPE CONFIG.SYS".
If necessary, you can edit your CONFIG.SYS with a text
editor or word processor. Make sure and read and save the text
in ASCII format. For example, if you're using WordPerfect, be
sure to use "TEXT IN/TEXT OUT" to access your CONFIG.SYS file.
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HotNet - Phone Support System
SECTION II - GETTING STARTED
2.1 STARTING HOTNET
To start HOTNET, first make sure the proper hard drive and
subdirectory are current. If you're using network software, you
may want to MAP a pseudo-drive to this drive and subdirectory.
Next, type HOTNET and press enter.
HOTNET displays a brief copyright notice; you can wait a few
seconds for the copyright notice to clear, or you can press a key
to clear it instantly.
HOTNET then routes to the main menu; you can begin using
HOTNET. The first time you access HOTNET, you'll notice that a
small sample database has been loaded. You can practice editing,
scanning, deleting, and printing this database.
To clear the small database, you must delete each of the
individual records (see EDITING THE CALL DATABASE).
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HotNet - Phone Support System
2.2 A MENU TOUR
HOTNET uses scrolling menus. You can use the up and down
arrows to move a highlighted bar and select menu options. You
can also use the HOME key to highlight the first option on each
menu and the END key to highlight the last option. You must
press the ENTER key to select an option. An alternate method is
to press the first letter of the desired option.
HOTNET has three menus. They are:
* Main Menu
* Utilities Menu
* Reports Menu
The Main Menu looks like this:
*******************************
* *
* Phone Calls *
* Utilities *
* Reports *
* Terminate *
* *
* Select a function *
* *
*******************************
The first option, Phone Calls, lets you access the phone
call database. You can work with the call database sorted in
four possible ways -- sorted by call number, caller, problem
description, or date. The default sort sequence is problem
number.
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HotNet - Phone Support System
The second option activates the Utilities menu. The
Utilities menu looks like this:
*******************************
* Log in *
* Choose a printer *
* Build new Index *
* Purge old records *
* Export range of records *
* Import records *
* *
* Select a function *
* *
*******************************
The options on this menu let you override the automatic log
in function, select a printer, rebuild corrupted index files,
purge old records, and export/import ranges of call records.
These reports give you access to the number and types of
calls fielded during specified periods, the types of unresolved
calls, the phone activity and activity per person, and the types
of calls fielded by person.
Finally, the last option Terminates the HOTNET program and
returns you to DOS.
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HotNet - Phone Support System
SECTION III - USING HOTNET
IMPORTANT*** HOTNET is a multi-user system that supports
NETBIOS record locking. It's possible that two users may access
the same record and attempt conflicting actions -- both editing
at the same time, or editing and deleting. At these times, the
user who accesses the record first has preference. The second
user will receive a message noting that a record locking failure
has occured and that he should try again in a moment. ***
3.1 MAINTAIN CALL RECORDS
Select the first option on the Main Menu -- Phone Calls.
Now you're prompted to select the order -- you'll see the
prompt in the box on the bottom of the screen. You can select
problem number order (N), caller name order (C), problem
description order (P), or date call answered order (D). HOTNET
defaults to problem number order.
You can override this by pressing either C, P, or D. You
don't need to press the ENTER key; you don't need to enter the
upper-case letter. Once you select a new order, it remains
active for your entire session.
For now, take the default sort order -- Number. Just press
the ENTER key.
You now see this screen:
***********************************************************
* Problem Number Sequence *
***********************************************************
* 22 First Lastname Sample error call 01/24/91*
* 23 First Lastname Sample error call 01/25/91*
* 24 Another Lastname Printer error #8 01/26/91*
* *
* *
* *
* *
***********************************************************
The first option is marked by a highlighted bar. You can
move the bar up and down with the up and down arrows. As you
enter more records, you'll find the PgUp and PgDn keys also
work -- they move you a screen at a time. You can also use the
Home and End keys to move quickly to the beginning or end of the
call database.
You can do four things at this point (sometimes there's a
fifth). You can:
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HotNet - Phone Support System
* Insert a new record
* Edit an existing record
* Delete an existing record
* Return to the previous screen (the Main Menu)
The message in the bottom box prompts you to press the Enter
key to edit the currently highlighted record, press the Insert
key to add a new record, press the Delete key to delete the
currently highlighted record, or press the Escape key to return
to the Main Menu.
If you are not accessing the calls in call number sequence -
- if you selected caller sequence, or problem description
sequence, or date sequence -- you can use "keys" to locate
specific records.
For example, suppose you've accessed the calls in problem
description order and you want to see if any existing records
deal with the problem "Printer error #8". You're looking at the
scrolling window full of call records.
If you press the capital "P" key, the call record scrolling
window will move to the first record whose problem description
begins with the letter "P". Next, press the lower case "r" key.
The window scrolls to the records matching "Pr". You can
continue this successive refinement process until you locate any
desired records. You can then use the arrow keys to highlight
that record, or you can continue to type the rest of the key
until the record is highlighted.
If, at any time, you type a sequence that does not match a
key, you'll see the message "Key not found" in the bottom box.
You can use the backspace key to remove keystrokes. Also, any
time you use an arrow key, Home/End, or PgUp/PgDn key, you clear
the key portion that you've entered. This lets you quickly re-
enter a key from the beginning.
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HotNet - Phone Support System
3.2 EDIT AN EXISTING RECORD
Press the Enter key to edit the currently highlighted
record. You'll see a screen that looks like this:
********************************************************
* Log: Master User Track: 22 *
********************************************************
* Desc: Sample error call *
* Who: First Lastname *
* Where: Denver *
* Phone: (303)555-8291 *
* Time: 13:50:42 *
* Date: 01/24/91 Solved: 01/24/91 *
********************************************************
**************************************************************
* This is a sample call logging. The whole key is to select *
* meaningful values for the "Short" description field. This *
* makes it easy to display problems by problem type -- you *
* can then "discover" problems that another answerer has *
* already solved. *
* *
**************************************************************
The data fields are:
LOG : The phone answerer currently logged in. This
is the name in the environment variable
LOGNAME or it is the name used in the LOG IN
utility option to override LOGNAME. You
cannot edit this field.
TRACK : A tracking number assigned when the call was
originally added. You cannot edit this
field.
DESC : a short problem description. This is the
field that's used to sort by problem order.
WHO : The caller's name (if desired). This field
makes it easy to reference previous calls
from the same caller.
WHERE : The caller's location (if desired)
PHONE : The caller's phone number
TIME : The time the call was added.
DATE : The date the call was added.
SOLVED: The date the call was solved.
plus : The comments box. This box contains a free-
form memo field. This field can be thousands
of bytes long. You can scroll within the box
using several navigation keys.
Your cursor is initially set to the DESC field. You may
change this data by typing new data. You can use the INSERT key
to toggle OVERSTRIKE or INSERT mode. You can also use the DELETE
and BACKSPACE keys to edit data.
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Using either the left or right arrow keys move the cursor
one character at a time within the data field. Pressing either
the HOME or END key bring the cursor to the beginning or the end
of the field. Pressing CTRL-RIGHT ARROW or CTRL-LEFT ARROW move
the cursor one word at a time in the desired direction.
You can move the cursor to the next data field by pressing
the ENTER key or by pressing the down arrow key. Pressing the up
arrow key moves you up to the previous data field.
Once your cursor has reached the SOLVED field, pressing
ENTER brings the cursor into the free-form comments field. Once
you've reached the free-form comments field, you cannot up arrow
to return to the previous data fields. You must return to the
call record scrolling window and select the record to re-edit.
You can also quickly reach the free-form comments field by
pressing CTRL-W at any time while editing the DESC, WHO, WHERE,
PHONE, TIME, DATE, or SOLVED data fields.
You may also abort the edit at any time by pressing the
ESCAPE key. This will return you to the previous scrolling
window of call records.
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HotNet - Phone Support System
3.3 THE FREE-FORM COMMENTS FIELD
When you're entering free-form comments, you're in a mini-
word processor mode. This simple word processor does word-
wrapping and responds to many standard word processing commands,
including the following:
Up arrow or CTRL-E Cursor up
Down arrow or CTRL-X Cursor down
Left arrow or CTRL-S Cursor left
Right arrow or CTRL-D Cursor right
CTRL-left arrow or CTRL-A Cursor left one word
CTRL-right arrow or CTRL-F Cursor right one word
HOME Beginning of current line
END End of current line
CTRL-HOME Beginning of current window
CTRL-END End of current window
PgUp Previous edit window
PgDn Next edit window
CTRL-PgUp Beginning of comments field
CTRL-PgDn End of comments field
Return Move to beginning of next line
Delete Delete character at cursor
Backspace Delete character to left of
cursor
Tab Insert tab character or spaces
CTRL-Y Delete the current line
CTRL-T Delete word right
CTRL-B Reformat paragraph
Insert Toggle insert mode
CTRL-W Finish edit and save data
ESCAPE Abort edit without save
You may use these commands to enter any free-form comments
you wish to describe the call and any resolution. Note that the
information will scroll within the window; you can enter
thousands of characters of information on a free-form comment.
This information can be printed on selected reports.
You can abort the edit process by pressing the ESCAPE key.
This will return to the previous scrolling window of call records
without saving any of the changes you've made.
The only way to exit from free-form edit and save the
information is by pressing the CTRL-W key combination. Pressing
ENTER simply adds carriage returns to the comment field.
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HotNet - Phone Support System
3.4 ADDING A NEW RECORD
From the scrolling call record window, press the INSERT key.
You'll receive a screen that looks like this:
********************************************************
* Log: Logname Track: 25 *
********************************************************
* Desc: *
* Who: *
* Where: *
* Phone: ( ) - *
* Time: 13:50:42 *
* Date: 01/24/91 Solved: 01/24/91 *
********************************************************
**************************************************************
* *
* *
* *
* *
* *
* *
**************************************************************
The data fields are:
LOG : The phone answerer currently logged in. This
is the name in the environment variable
LOGNAME or it is the name used in the LOG IN
utility option to override LOGNAME. You
cannot edit this field.
TRACK : A tracking number assigned when the call was
originally added. You cannot edit this
field.
DESC : a short problem description. This is the
field that's used to sort by problem order.
WHO : The caller's name (if desired). This field
makes it easy to reference previous calls
from the same caller.
WHERE : The caller's location (if desired)
PHONE : The caller's phone number
TIME : The time the call was added. Defaults to the
current machine time.
DATE : The date the call was added. Defaults to the
current machine date.
SOLVED: The date the call was solved. Defaults to
the current machine date. Assumes most calls
are solved the first time.
plus : The comments box. This box contains a free-
form memo field. This field can be thousands
of bytes long. You can scroll within the box
using several navigation keys.
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HotNet - Phone Support System
Your cursor is initially set to the DESC field. You may
enter data here to describe the nature of the call. It's best if
you take a little time and use consistent descriptions.
For example, suppose three different callers call with the
same problem -- a printer problem where the printer double spaces
instead of single spacing. The first call is described as
"Double spacing instead of single", the second call is described
as "Using too much paper", the third call is described as
"Problems with printer spacing".
With these three different descriptions, it's not likely
that a new call answerer fielding a fourth call on the same
problem would locate these three earlier calls and their
solutions.
In this case, it would be best to describe the problem as
"Printer problem - spacing".
This way, an answerer could access the call database in
problem description order. The answerer could use successive
refinement to locate the Printer problems, and then search for
spacing problems.
Back to the data entry screen. Enter your data in the same
manner that you used for the Edit screen. You can use the INSERT
key to toggle OVERSTRIKE or INSERT mode. You can also use the
DELETE and BACKSPACE keys to edit data.
Using either the left or right arrow keys move the cursor
one character at a time within the data field. Pressing either
the HOME or END key bring the cursor to the beginning or the end
of the field. Pressing CTRL-RIGHT ARROW or CTRL-LEFT ARROW move
the cursor one word at a time in the desired direction.
You can move the cursor to the next data field by pressing
the ENTER key or by pressing the down arrow key. Pressing the up
arrow key moves you up to the previous data field.
You'll note that the TIME, the DATE, and the SOLVED fields
all default to current values. You may alter these values if
desired.
Once your cursor has reached the SOLVED field, pressing
ENTER brings the cursor into the free-form comments field. Once
you've reached the free-form comments field, you cannot up arrow
to return to the previous data fields. You must return to the
scrolling call record window and select the record to re-edit.
You can also quickly reach the free-form comments field by
pressing CTRL-W at any time while editing the DESC, WHO, WHERE,
PHONE, TIME, DATE, or SOLVED data fields.
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HotNet - Phone Support System
You may also abort the edit at any time by pressing the
ESCAPE key. This will return you to the previous scrolling
window of call records.
See the section "THE FREE-FORM COMMENTS FIELD" for details
on the comments field. Remember, you MUST press CTRL-W to exit
the comments field and save the data; pressing ESCAPE aborts the
insert process without saving any data.
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HotNet - Phone Support System
3.5 DELETING AN EXISTING RECORD
From the scrolling call record window, press the DELETE key
to delete the currently highlighted record.
You're now prompted with the message:
"Please press 'D' to confirm delete"
The system waits for you to press a key. If you press
anything other than the D key, the record will NOT be deleted.
If you press the D key (or the d -- upper or lower case will both
work), then the record will be deleted.
Once you've deleted a record, you cannot recover it without
restoring the system from a backup copy.
After you've either deleted a record, or aborted the delete,
you'll return to the scrolling call record window.
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HotNet - Phone Support System
3.6 RETURNING FROM THE SCROLLING CALL RECORD WINDOW
At any time while in the scrolling call record window, you
may press the ESCAPE key to return to the Main Menu.
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3.7 THE UTILITIES MENU
The second option on the Main Menu activates the Utilities
menu. The Utilities menu looks like this:
*******************************
* Log in *
* Choose a printer *
* Build new Index *
* Purge old records *
* Export range of records *
* Import records *
* *
* Select a function *
* *
*******************************
The options on this menu let you override the automatic log
in function, select a printer, rebuild corrupted index files,
scan through the phone call database, purge old records, and
export/import ranges of call records.
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3.8 LOG IN
The name used in the LOG IN function is automatically
assigned to any call records that are added in this session. You
cannot change this name when you are adding a call record. You
can only change the call answerer's name in the LOG IN function.
Note that if you have an environment variable called
LOGNAME, you can set this variable to the call answerer's name.
A discussion of this feature is found in the section, "HOW TO
INSTALL HOTNET".
If you use the LOGNAME feature, you may not need to use the
LOG IN function of UTILITIES.
If, however, you wish to override the automatic LOG
function, or if you don't wish to use the LOGNAME feature, you
can manually log in a call answerer.
When you select this option, the prompt box on the bottom of
the screen prompts:
Log In:
You may enter the call answerer's name in this field. Press
the ENTER key when you are finished, or press the ESCAPE key to
abort without changing anything.
You may use any of the editing keys (insert/overstrike,
delete, backspace, HOME/END, etc) that were effective in the data
entry screens.
After you either enter a name or escape, you'll return to
the Utilities menu.
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3.9 CHOOSE A PRINTER
This option lets you select one of several printers. If
your printer is not supported, the "Generic printer" option will
most probably work.
Note that most printers are capable of emulating other
printers. You should select the emulated printer over the
physical printer.
For example, a Toshiba P351 printer can be set to emulate an
IBM ProPrinter. In this case, you should select IBM ProPrinter
rather than the physically correct Toshiba P341/351.
If you press ESCAPE, you'll return to the Utilities menu
without changing the already selected printer.
You can use the arrow keys to highlight a new printer.
Press the ENTER key to select this printer and return to the
Utilities menu.
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3.10 BUILD NEW INDEX
Occasionally, it's possible that a data index may become
corrupted. The most likely cause is a power loss while you are
using the system.
Selecting this option will rebuild the index files.
This option is a protected option -- only the user logged in
as "Master User" is allowed to perform this option.
If a user other than "Master User" is selected, the user
will receive the message "Sorry, authorization failure".
If "Master User" selects this function, HOTNET will
reorganize the call record file and build a new set of data index
files.
Since the call record file is reorganized, this function
should be selected every month or so simply for housekeeping
functions. This will help if performance starts to slip.
After this function finishes, you'll return to the Utilities
menu.
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3.11 PURGE OLD RECORDS
This is another protected feature. It may only be accessed
by the user logged in as "Master User".
If "Master User" selects this option, HOTNET prompts:
Purge all before: / /
You can press the ESCAPE key to abort the purge process.
The date does not default to any value. If you enter this
blank date, then no call records will be purged.
Once you enter a date, you'll receive the prompt:
Confirm? N
The default value is No -- do not purge. If you press the Y
key (or the y key -- upper and lower case act the same), then all
call records with a DATE less than the purge date will be
deleted. Records with a DATE equal to or greater than the purge
date will not be deleted.
Once the purge process is complete, you'll return to the
Utilities menu.
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3.12 EXPORT RANGE OF RECORDS
This is another protected feature; it may only be accessed
by "Master User".
When you select this option, you're prompted to enter a
beginning date and an ending date. All call records that fall
within these two dates will be selected for export. These
records will only be copied -- they will not be removed from the
call record database.
You're then prompted to enter a diskette drive. Enter the
desired diskette drive. The selected records will be copied to
the disk.
You can press the ESCAPE key at any of the above data entry
fields to abort the Export process and return to the Utilities
menu.
HOTNET will not span large files over multiple diskettes.
If you need to export a large number of records, then use dates
so that you can do it in several smaller steps.
You may wish to use this feature if you wish to share call
record with a remote HOTNET user. This lets call answerers in
physically different locations use a common database of
information.
When the Export feature finishes, you will return to the
Utilities menu.
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3.13 IMPORT RECORDS
This is another protected feature that is only allowed to
"Master User".
You can only import records that have already been exported
with the "Export range of records" option.
You're prompted to select a diskette drive. Select the
drive that contains the exported records diskette.
The records will be imported and added to the current call
record file.
When this function finishes, or if you press ESCAPE at a
data entry prompt, you'll return to the Utilities menu.
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3.14 RETURN FROM THE UTILITIES MENU
At any time while you're in the Utilities menu, you may
press the ESCAPE key to return to the Main Menu.
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3.15 THE REPORTS MENU
The third option on the main menu activate the Reports menu.
The Reports menu looks like this:
************************************
* Activity Reports *
* Open Calls *
* Daily Call Frequency *
* Daily Call Frequency/Person *
* Individual Activity *
* *
* Select a function *
* *
************************************
Reports are generated with a run-time version of R&R Report
Writer (R & R Report Writer is a registered trademark of
Concentric Data Systems). You may select any of these reports:
* Activity Report -
Details full call activity chronologically
between two dates.
* Open Calls -
Lists all unresolved calls.
* Daily Call Frequency -
Lists number of calls by day between two
dates.
* Daily Call Frequency/Person -
Lists number of calls by day by call answerer
between two dates.
* Individual Activity -
Details full call activity chronologically
between two dates sorted by call answerer.
Once you've selected a report, you may be prompted to enter
a beginning and end date. You can press ESCAPE at these prompts
to abort the report process and return to the Report Menu.
After you've entered any necessary date information, you'll
see an informational message on the bottom of the screen as
HOTNET calls R & R Report Writer. You can press ESCAPE while
R & R Report Writer is in control -- you'll receive a prompt
asking you to Cancel or Resume the print process.
After the print has finished, HOTNET resumes control.
You'll return to the Report Menu.
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3.16 RETURN FROM THE REPORTS MENU
At any time while you're in the Reports menu, you may press
the ESCAPE key to return to the Main Menu.
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3.17 TERMINATE HOTNET
At any time while you're in the Main Menu, you may select
the Terminate option to exit HOTNET and return to DOS. Pressing
ESCAPE will not exit HOTNET.
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