ECR- Trouble Call Management System User Manual Draft Version
System Designed & Developed By
NetSmart Technologies
Copyright Notice All terms mentioned in this document that are known to be trademarks or service marks are duly acknowledged. NetSmart Technologies cannot attest to the accuracy of this information. Use of a term in this document should not be regarded as affecting the validity of any trademark or service mark. © Copyright 2009 NetSmart Technologies, All rights reserved
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NO WARRANTIES OF ANY NATURE ARE EXTENDED BY THIS DOCUMENT.
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Any product or related information described herein is only furnished pursuant and subject to the terms and conditions of a duly executed agreement to purchase or lease equipment or to license software. The only warranties made by NetSmart Technologies, if any, with respect to the products described in this document are set forth in such an agreement. NetSmart Technologies cannot accept any financial or other responsibility that may be the result of your use of the information in this document or software material, including direct, special, or consequential damages. You should be very careful to ensure that the use of this information and/or software material complies with the laws, rules, and regulations of the jurisdictions with respect to which it is used. This document is not a contract and does not create any representations or warranties by NetSmart Technologies. All applicable representations, warranties and covenants are contained only in the applicable agreement signed by the parties. The information contained herein is subject to change without notice. Revisions may be issued to advice of such changes and/or additions.
NetSmart Technologies
ECR TCMS User Manual
Table of Contents Preface ................................................................................................... 1 Purpose of this Manual ........................................................................................................................... 1 Intended Audience................................................................................................................................... 1 Document Conventions ........................................................................................................................... 1 Compliance .............................................................................................................................................. 2
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Comments ................................................................................................................................................ 2
Overview ................................................................................................. 5 Introduction ............................................................................................ 9
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Features .................................................................................................................................................... 9
Getting Started ..................................................................................... 13 User Hierarchy ...................................................................................................................................... 13
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Common Icons ....................................................................................................................................... 15 Login Process ...................................................................................................................................................... 16 Change Password ................................................................................................................................................. 16 Search .................................................................................................................................................................. 17 ToDays Calls ....................................................................................................................................................... 17 Signout Process.................................................................................................................................................... 17
Administrator Module ........................................................................... 21
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Configuration ....................................................................................................................................................... 22 Extensions............................................................................................................................................................ 23 Organisations ....................................................................................................................................................... 23 Staff ..................................................................................................................................................................... 25 Reason ................................................................................................................................................................. 27
Supervisor Module ................................................................................ 31 Organisation .......................................................................................................................................... 32
Employees .............................................................................................................................................. 32 Staff......................................................................................................................................................... 32 Leave Permission Details Add Form ................................................................................................................... 33 Call Center Staff Details View ............................................................................................................................ 34 Staff Leave Permission View form ...................................................................................................................... 34 Staff Schedule Add Form .................................................................................................................................... 35 Staff Attendance Add Form ................................................................................................................................. 35 Reason .................................................................................................................................................... 36 Summary Reports ................................................................................................................................. 37
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Division Wise Call Summary Report -Date Wise ............................................................................................... 37 Division Wise Call Summary Report Month Wise .............................................................................................. 37 CBD Wise Call Summary Report -Date Wise ..................................................................................................... 38 CBD Wise Call Summary report by Month wise ................................................................................................ 39 FOCC Wise Call Summary report by Date.......................................................................................................... 39 FOCC Wise Call Summary report by Month ...................................................................................................... 39 Call Summary Report by Reason Type and Date ................................................................................................ 40 Call Summary report by Reason Type and Month .............................................................................................. 41 Call Summary report by User and Month ............................................................................................................ 41
Calltaker Module .................................................................................. 45
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Dispatcher Module ................................................................................ 51 Feedback Module.................................................................................. 57
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Callback Module ................................................................................... 61 SMS Module .......................................................................................... 67 MIS Reports .......................................................................................... 73
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MIS (Management Information System) Reports .............................................................................. 73 Division Wise Reports ......................................................................................................................................... 73 CBD wise Reports ............................................................................................................................................... 76 FOCC Wise Reports ............................................................................................................................................ 77 Shift Wise Reports ............................................................................................................................................... 80
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Charts ..................................................................................................................................................... 82 Date Wise Call Summary Report......................................................................................................................... 82 Present Status of Complaints ............................................................................................................................... 82 Reason Wise Call Summary Report .................................................................................................................... 83 Pending Calls Summary Report by Time ............................................................................................................ 83 Division wise Dispatched Complaints with Time Duration ................................................................................ 84 Scada Events .......................................................................................................................................... 84 SCADA Events Monitoring System .................................................................................................................... 84 SCADA Information Reports .............................................................................................................................. 90 Transformers ....................................................................................................................................... 102
Data Entry Module .............................................................................. 106 SCADA Events .................................................................................................................................................. 106 SCADA LT (Low Tension Fuse)....................................................................................................................... 108 PTR Failure Details Add Form .......................................................................................................................... 109 DTR Details ....................................................................................................................................................... 110 Accidents Information ....................................................................................................................................... 111
Glossary .............................................................................................. 116 Index ................................................................................................... 118
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Table of Figures
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Figure 1: Architecture on User hierarchy .................................................................................................... 13 Figure 2: Login form .................................................................................................................................... 16 Figure 4: Search Form ................................................................................................................................ 17 Figure 5: List of Todays Calls...................................................................................................................... 17 Figure 6: Signout Form ............................................................................................................................... 18 Figure 7: Home page of Administrator ........................................................................................................ 22 Figure 8: Configuration Setting Form .......................................................................................................... 22 Figure 9: Extension Master Add Form ........................................................................................................ 23 Figure 10: Organisation Master Form ......................................................................................................... 24 Figure 11: Organisation Employee Master Add form .................................................................................. 25 Figure 12: Staff Master add Form ............................................................................................................... 26 Figure 13: Reason Master Add Form.......................................................................................................... 27 Figure 14: home page of supervisor application ......................................................................................... 31 Figure 15: Organisation Report ................................................................................................................... 32 Figure 16: Report on Organisation Employees ........................................................................................... 32 Figure 17: Leave permission details ........................................................................................................... 33 Figure 18: Call Center Staff Details ............................................................................................................ 34 Figure 19: Staff Leave Permission Details .................................................................................................. 34 Figure 20: Staff Schedule form ................................................................................................................... 35 Figure 21: Schedule Edit Form ................................................................................................................... 35 Figure 22: Staff Attendance Add form......................................................................................................... 36 Figure 23: Report on reason ....................................................................................................................... 36 Figure 24: Summary Reports ...................................................................................................................... 37 Figure 25: Division wise call summary report- date wise ............................................................................ 37 Figure 26: Division wise .............................................................................................................................. 38 Figure 27: CBD call summary report- date wise ......................................................................................... 38 Figure 28: FOCC wise call summary report- date wise .............................................................................. 39 Figure 29: FOCC wise call summary report –month wise .......................................................................... 40 Figure 30: Call summary reason type and date wise report ....................................................................... 40 Figure 31: Call summary reason type and month wise report .................................................................... 41 Figure 32: Call summary report by user and month wise report ................................................................. 41 Figure 33: Fetching Consumer details ........................................................................................................ 46 Figure 34: Complaint Registration form ...................................................................................................... 47 Figure 35: History of complaint details ........................................................................................................ 48 Figure 36: Form selecting time and date details ......................................................................................... 48 Figure 37: Dispatcher Window .................................................................................................................... 51 Figure 38: Dispatcher Form ........................................................................................................................ 52 Figure 39: Feedback Window ..................................................................................................................... 57 Figure 40: Call History................................................................................................................................. 58 Figure 41: Callback Window ....................................................................................................................... 61 Figure 42: Consumer Feedback Form ........................................................................................................ 62 Figure 43: Solved complaint details ............................................................................................................ 63 Figure 44: SMS screen ............................................................................................................................... 67 Figure 45: SMS module .............................................................................................................................. 68 Figure 46: Dispatcher form-SMS module.................................................................................................... 69 Figure 47: Complaints rectified in more than 2 hours ................................................................................. 73
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Figure 48: pending calls summary report by office/Focc ............................................................................ 74 Figure 49: dicision wise rectifications of complaints ................................................................................... 74 Figure 50: Division wise dispatched of complaints ..................................................................................... 75 Figure 51: Division wise customer feedback............................................................................................... 75 Figure 52: View report ................................................................................................................................. 75 Figure 53: Present CBD reports .................................................................................................................. 76 Figure 54: CBD Rectification complaints .................................................................................................... 76 Figure 55: CBD wise dispatched complaints .............................................................................................. 77 Figure 56: CBD wise consumer feedback................................................................................................... 77 Figure 57: Status of complaints by FOCC .................................................................................................. 78 Figure 58: FOCC wise dispatched complaints ............................................................................................ 78 Figure 59: FOCC rectification complaints ................................................................................................... 79 Figure 60: FOCC wise consumer feedback ................................................................................................ 79 Figure 61: FOCC complaints....................................................................................................................... 80 Figure 62: Complaints received Shift wise .................................................................................................. 80 Figure 63: Division wise complaints ............................................................................................................ 81 Figure 64: Shift wise complaints ................................................................................................................. 81 Figure 65: Date wise call summary report .................................................................................................. 82 Figure 66: Present status of complaints...................................................................................................... 82 Figure 67: Reason wise call summary report.............................................................................................. 83 Figure 68: Calls summary reports ............................................................................................................... 83 Figure 69: division wise dispatched complaints .......................................................................................... 84 Figure 70: Events Entry Form ..................................................................................................................... 85 Figure 71: LT/HG Fuses Blown and LT Breakdowns ................................................................................. 86 Figure 72: SCADA LT (Low Tension Fuse) details ..................................................................................... 87 Figure 73: DTR form ................................................................................................................................... 87 Figure 74: DTR details ................................................................................................................................ 88 Figure 75: Power Transformer Failure Form............................................................................................... 89 Figure 76: PTR details ................................................................................................................................ 90 Figure 77: Abstract of LT/HG Fuses Blown and LT Breakdowns ............................................................... 90 Figure 78: Report on 11kv breakdowns ...................................................................................................... 91 Figure 79: Report on 11kv Interruptions ..................................................................................................... 91 Figure 80: 11kv feeder breakdowns............................................................................................................ 92 Figure 81: 11kv Feeder Line Clears............................................................................................................ 92 Figure 82: 11kv Momentary Faults ............................................................................................................. 93 Figure 83: 11kv feeder emergency load relief............................................................................................. 94 Figure 84: 11kv ICSF Report ...................................................................................................................... 94 Figure 85:11kv SSWorks ............................................................................................................................ 95 Figure 86: Report on Breakdowns and interruptions of 11kv feeders ........................................................ 96 Figure 87: Report on 33kv interruptions and BD's ...................................................................................... 96 Figure 88: 33kv emergency load relief ........................................................................................................ 97 Figure 89: 33kv feeder momentary faults ................................................................................................... 98 Figure 90: Report on 33kv line clears ......................................................................................................... 98 Figure 91: Report on 33kv feeder breakdowns ........................................................................................... 99 Figure 92: Report on 33kv Ss works ......................................................................................................... 100 Figure 93: Report on 33kv ICSF ............................................................................................................... 100 Figure 94: Report on 33kv load ................................................................................................................. 101 Figure 95: Report on 33kv load transfers.................................................................................................. 101 Figure 96: Report on Feeder Momentary Faults ....................................................................................... 102
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Preface
Purpose of this Manual
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This Document describes the process flow, functionality and step by step procedures to be utilized in ensuring and working with ECR Call Trouble Management System (ECR TCMS).
Intended Audience
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All the Users working or implementing the application are the intended audience and will be provided with this document for reference.
Document Conventions
In this manual, certain words are represented in different fonts, typefaces, sizes, and weights. This highlighting is systematic; different words are represented in the same style to indicate their inclusion in a specific category.
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The below table illustrates the typographic conventions used in this manual. Style
Elements
Indicates links and cross references
Black boldface
User interface elements such as button names and menu items
Italic
Document titles, glossary terms, and occasional emphasis
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Blue text
Indicates Note
A note presents information that is important, but not hazard‐related. Indicates Important
An important notice contains information essential to operation of the software.
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Compliance Definitions, document template, acronyms used in this document will follow IEEE standards and Document content, procedures follows Microsoft manual of style for Technical publication.
Comments Every effort has been made to ensure the accuracy of the Document. If you have comments, questions, or suggestions regarding the document contact our documentation support: info@ntplindia.net
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Overview
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Chapter 1
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Overview
About ECR (Electricity Control Room)
Provides a means for the consumer to lodge complaints and request feedback regarding electricity supply, interruptions, outages and failure of equipment
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Real time monitoring of the electrical network for the early detection of abnormalities, alarms and defects to initiate the required remedial action
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Network operation at an optimal level to ensure a stable, reliable and high quality supply
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Coordinate all field activities to achieve operational efficiency and effectiveness
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The ECR (Electricity Control Room) Call Centre, Hyderabad forms the heart or centre of the electrical network and systems in many ways. The following aspects relate directly to the Control Room and receive the required attention on a daily basis:
Enforce electricity safety rules, regulation and switching operation to protect personnel and equipment.
In order to achieve the above, several systems are required and integrated in a specific manner to produce the desired outputs with results. These systems serve as tools which enable the System Operators to make informed decisions based on the availability of instantaneous and accurate information.
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ECR TCMS is one among the systems which undertakes the process of consumer support round the clock. The objective of TCMS is to, •
Receive calls from the consumers
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Prioritize the consumer’s needs and identify the fault from various Electricity Departments
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Provide timely updates to the consumer regarding the status from the field officer
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Records the communications between the consumer, ECR Staff and the Field officer to identify the process status
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Generate reports of each level and analyze the performance.
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In order to ensure interrupted consumer support and call‐back process, the system also tracks the daily shifts, attendance and performance of ECR’s staff members too.
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Introduction
This chapter gives information on Introduction and features of the ECR
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Chapter 2
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Introduction
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ECR Trouble Call Center Management System is an application designed to serve the purpose of managing and maintaining the Inbound and Outbound calls from the consumers. This system is capable of tracking the caller’s information through the Caller Line Interface, avoiding manual entering of consumer details. It facilitates you to record the voice communication messages that are exchanged between the ECR, consumer and the organisation employees. The call center activities mainly deal with power supply problems that occur randomly in any locations. In this scenario certain organizations such as FOCCs, CBDs, Sections and Circles are involved in updating the ECR call center with the latest updates. At crucial time periods, continuous information updates should be delivered efficiently to the FOCC or CBD organisations. The system is developed to provide a fast access route to an agent, if the callers have specific information about the loss of supply or an emergency situation to report. Simultaneously, FOCCs, CBDs and Sections are being updated with the latest fault information. This helps the FOCC and CBD organizations to know about all the complaints that are registered and can reach the problem area in no time to solve it.
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The application is inbuilt with certain functions and activities that are modified according to the consumers/ECR employee’s requirements. It is comprised of a range of proven adaptable modules that are integrated with each other to build a dedicated Trouble Call Management System specific to the unique and changing requirements.
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By gathering the information through the service calls, the suggestions and possible fault locations are informed to the consumers. It even supports the Local Dispatch function in resolving the occurred problem. Using this software application a good coordination is enhanced between the FOCC, CBD, Section and Circle employees and the ECR employees in solving the problems.
Features
ECR Call Center Management System is integrated with the best features that made the application more efficient. It is incorporated with certain advanced technical aspects which makes it a standalone application. Following are the main activities of the application:
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Provides enhanced CLI (Caller Line Identification) interface with consumer address
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Enables automatic retrieval of consumer details using their service number
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Facilitates voice recording for calltakers, dispatchers, feedback and callback activities
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It has a User friendly interface
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Roles and their predefined activities are managed more efficiently
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Information gathered from the consumers or the FOCCs, CBDs, Sections and Circles are managed and maintained in a proper way
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Complaint can also be lodged and solved through the SMS service
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High priority complaints are given more preference
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Information is regularly updated to maintain the complaints history
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Frequent monitoring is performed to maintain an error free application
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Immediate response to the faults is carried out
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Updates are given to ECR Trouble Call Management System regarding supply restoration
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Multiple incoming calls from a particular consumer or any location is generally considered as a group call.
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Reports are maintained for every incoming and outgoing call
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This chapter details about the Common hierarchy and icons of ECR…
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Getting Started
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Chapter 3
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Getting Started
User Hierarchy
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The roles of the Application Users are depicted in the figure below:
Figure 1: Architecture on User hierarchy
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Administrator: Administrator’s role is to perform all management functions, manages user accounts, views and modifies the settings, and has complete access to the System. They are responsible for maintaining the computer systems, Networking, installing and upgrading the desktops of the ECR Call Center. They are also responsible for ensuring that any new software’s are not installed, deleting the existing software and preventing unauthorized access. They create new role users for getting permissions to access the Call Center Software System. The information of New Employees (CBDs, FOCCs and ECR Call Center) can be Added/Edited/Deleted.
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Supervisor: The task of supervisor is to organize the activities such as monitor the Day‐to‐Day operations. Maintains the staff attendance and supervises the call volume and adjusts the workflow of the call center. This ensures that calls are managed, escalated and resolved in a timely compliant manner and works directly to resolve consumer problems.
Officers: Monitors the standards and performance of the call center and also recommends and initiates the call center activities and some policy improvements.
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Calltaker: Calltaker is responsible for managing the calls such as support issue, consumer complaints and registering of new complaints. They also forward the complaints to the Dispatcher department when a new complaint is raised. Dispatcher: Dispatcher handles the complaints to the concerned CBDs/FOCCs and track progress and checks the work status of the complaints to ensure the timely servicing of consumer orders. This application also accepts the issues sent through SMS. These complaints are directly handled and dispatched by the dispatcher.
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Feedback: Feedback Agent enquires about the complaints, interacting with the field officers of the FOCC, CBDs and Sections organizations. The gathered information is updated to the Callback department and the complaint is forwarded for the callback operations. Call Back: Call Back Agent receives feedback from the field officers and callback to the complainants to get consumer feedback. Once the issue is solved, the complaint is treated as a solved complaint.
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Data Entry: Data entry is responsible for collecting the information and details given by SCADA regarding newly occurred events. It allows adding details of LC Details/Breakdowns and involved in printing MIS Reports.
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Common Icons Icon
Description To add the details
To save the details
To upload the details
To signout from the application
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To update the screen with default values
To chat with the consumer or field officers
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Shows the status of the call
Shows the status of the call
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Shows the status of the call
To listen to the voice chat
To register a complaint
To cancel any activity
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To clear all the details
To print the form
To get the details
To generate a report for a value
To export the details in to excel sheet To update the details
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Login Process
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ECR application can be accessed only by authorized users. Every ECR employee is given with a unique User ID and three different login passwords. Each password will navigate you to authorized home page of an application. Note that the three passwords are connected to the calltaker, dispatcher and monitor applications. Based on the selected password the application is navigated to that particular application.
Steps for login process: 1. Enter the User Name. 2. Enter the Password.
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Application cannot be accessed without providing an authorized UserID and Password. Incase of any mismatch a message is displayed on the login screen “Invalid username/password or deactivated”
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Figure 2: Login form
User name and Password is Case Sensitive.
Change Password
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Change Password Form allows you to change the existing password of the application.
Figure 3: Change Password Form
Steps to change the password: 1. Enter the Old Password.
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2. Enter the New Password. 3. Reenter the new password in the Confirm Password. 4. Click Update. •
It is recommended to change your password periodically for security reasons
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Change Password is the common icon present in every homepage.
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Search
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Search is the process performed to search for any complaint from the complaint form. Enter the value and click Search. The details of that particular complaint are displayed.
Figure 4: Search Form
Search can be done through any value present in this search form.
ToDays Calls
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The complaints handled in a day are displayed in this section. It helps you to know about the number of complaints processed or handled in a day along with the Comp No, Category, Priority, Dispatch Status and Closed Status.
Figure 5: List of Todays Calls
Signout Process
In the Application Exit Confirm window, the logout process is divided into three sections. Based on the selected option the process takes place.
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Figure 6: Signout Form
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Lock
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Shift Logout / change
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Restart / Logout
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The three signout options are given below:
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Lock: Lock process can be used to avoid other users to access the incoming or outgoing calls using your identity. This process locks the phone and don’t allow any calls to process further. Shift Logout / Change: Shift Logout is used when the User wants to logout from the application. Restart / Logout: This process is applied when the application should be restarted.
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Chapter 4 Administrator Module
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This chapter consists of functionality of the administrator…
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Administrator Module
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Administrator processes the operations of the application in a very efficient way. The administrator manages overall ECR call center operations through the administrator ECR call center application. The main role of administrator is to manage and monitor the status of employees in the FOCCs, CBDs, Sections and Circles. The Administrator is responsible for managing the major operations of ECR call Center activities such as: Manage ECR Employees accounts and assigning them with specific roles
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Allows only authorized Users to login to their respective application and perform ECR Call Center operations
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Manage the FOCCs, CBDs, Sections and Circles information and their respective personnel details
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Define call center extensions and configure each Phone No.s to an unique IP address
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Setup privileges and activity rights as per the abilities of the ECR employee
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Identify common electricity issues and sort them in particular categories.
Administrator Login
Administrator must login to the application using the authorized UserID and Password. Successful login process navigates the Administrator to the home page of the application.
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Dashboard
Once the login process is done, the administrator home page is displayed. The administrator can perform his assigned activities like controlling the extension and organization and managing the staff. Here, we can create a new activity, edit or update the details and even view the details as a report. The home page consists of following activities: 1. Configuration
2. Extensions
3. Organisations
4. Staff
5. Reasons
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Chapter 10 SMS Module
This chapter gives information on the functionality
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of the SMS module…
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SMS Module
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SMS module monitors the SMS activities performed for solving any complaint. It involves registration complaints through SMS, interacting with the FOCCs, CBDs and Sections or the consumer and solving the complaint using the SMS process. This task is handled by the dispatcher. It avoids the role of calltaker and the complaints are stored directly in the dispatcher list. Following are the activities under the SMS Module: •
Receiving SMS from the Consumers
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Sending conformation report to the consumers
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Transferring SMS complaint details to the CBDs, FOCCs through SMS
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Sending SMS Alerts when break downs in 11kv & 33 KV substations.
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When a new SMS arrives a message appears on the dispatcher screen informing about the SMS messages. Following is the message Indication screen displayed.
Figure 44: SMS screen
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11. Select the appropriate voltage value, in the Accident Occurred on Voltage radio button. 12. Select the name of the substation, from the 33KV Substation Name drop down list. 13. Select an appropriate Fatal/NonFatal radio button. 14. Select the Gender. 15. Enter the address in the Name of Casuality Address field. 16. Enter the details of accident in the Remarks textbox.
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17. Click Add.
Accident Details Update Form
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This screen allows you to edit the existing information of the accidents.
Figure 104: Accident Details Update Form
Accident Details View Form
The accidents that occurred to the FOCC, CBD etc… organisation employees is displayed in the Accidents Details View screen.
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Figure 105: Form with complete Accident Details
Accidents Details Report
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You can generate or view a report related to any particular section or any organisations. It provides you report on the accidents that occurred based on the section name. Here the date on which the accident occurred and name of the section are required to generate a report.
Figure 106: Accident Particulars Report
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Glossary Keyword
Abbreviation Supervisory Control And Data Accusation
TCMS
Trouble Call Management System
ECR
Electrical Control Room
FOCC
Fuse off Call Center
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SCADA
ERO
Electricity Revenue Office
MOM
Momentary
BD
Break down
ICSF
Incoming Supply Failure
CBD LC
Line Clearance Low Tension Horn Gap
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Central Break Down
ELR
Emergency Load Relief
B/F
Back Feeding
T/F
Transformer
DTR
Distribution Transformer
PTR
Power Transformer
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Index
2
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220/132k substation, 23
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Feedback, 14 FOCC,, 23 forecasting, 31
3 33kv substation, 23
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Accidents, 112 Administrator, 14 analyzing, 31 approach, 51
Inbound, 9 Information Reports, 90 Interruptions, 91
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BD, 107 Breakdown, 92
LC, 107 Lines Subdivision, 23 Load Relief, 93 Low Tension Fuse, 109
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MIN Reports, 76 Modules, 9 Momentary, 93 Monitoring System, 84
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Call Back, 14 calltaker, 52 CBD, 23 Circle, 23 Complaint Registration, 45 customer feedback, 62
N Normalized, 101
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Data Entry, 14 Dispatch, 9 Dispatched Complaints, 84 Dispatcher, 14 Divisions, 23 DTR, 111
Operational Subdivisions, 23 organisations, 23 Outbound, 9
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Previous Complaint, 46 process flow, 1 PTR Failure, 110
ECR (Electricity Control Room), 5 Emergency, 93 employees, 32 ERO, 23 Extensions, 23
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