SMART Operator Notes

version 3.3

Part 1. Job List

Version 3.3 of Smart introduces major changes to the despatch windows. If you've used previous versions of Smart you will find that most operations are very similar but that there are lots of new options and easier ways of doing many operations.

Press the F1 key in this and other windows for further information.

First

To configure the screen layout to your liking, press the F2 key and/or read section 11, below.

To change the selection of jobs which appear in the list, right click in the list and select from the menu.

In Progress means all jobs which are not yet complete.
Not Dispatched means jobs where the dispatched date and time have not been recorded.
Not Advised means jobs which are otherwise complete (have an off-site time and report entered) where the Alarm Company and/or Customer must be advised before the job can be considered complete.
Complete means jobs which are operationally complete but not yet approved for invoicing.
History means all jobs which are complete.

You set additional filter options by pressing the F2 key.

To create a new job, press the Insert key, or right click in the list of jobs and select Add

To view details of an existing job, double click on the job, highlight the job and press Enter, or right click on the job and select Change

When you have time, read through the following sections to learn about other functions in this window.

For information about despatching or updating a job, see Part 2 of these notes (Job Details).

General points

Tool tips

Often, if you hold the mouse over a button or entry field a small help note, called a Tool Tip will appear to provide more information about how to use Smart.

Accelerator keys

When you see a label with an underline, e.g. Sites, you can hold down the Alt key and press the underlined letter to go directly to that part of the screen. There are none of these labels in the Job List window, but they appear in many other parts of Smart.

There may be minor differences between this document and the way your system looks or operates, depending on configuration and version.

Terminology

Because Smart is being used more and more outside its original purpose of alarm response, some terms have been changed to have more general purpose meaning.

The term 'Car' has now been (mostly) replaced by the term 'Service Provider'.
The term 'Patrolman' has been replaced by the term 'Service Person' or 'Person'.
The term 'Site' has been replaced by the term 'Location'.
The terms 'Single Man Working', 'Single Person Working', and "Guard Check' have been replaced by 'Safety Check'
The term 'Service' (used to refer to Service Department) has been changed to 'Systems'

In addtition, the terms Control Room, Division, Alarm Company, and BSB/Ref, and the names of Service Types may now be configured on site.

Job List functions

Items 1-8 appear on the Main Menu (i.e. can be accessed while from all other Smart window) and exist in previous versions of Smart. You should try each function so that you become familiar with it.

1	Open this window (job list).
2	Open the Incidents list for today. Use this button to quickly add an incident report. Incident reports are used to note events which do not require any other action and are not chargeable. They can be linked to a Site (Location).
3	Open the Driver Log window. The Driver Log is used to keep track of which drivers are in which vehicle.
4	Open the Sites (also known as Locations) window. Here you can search for a site and view details of the site and its history.
5	Open the Status window. This window shows the current number of pending jobs for this Control Room (or all Control Rooms, if none is selected).
6	Opens the Reminders window. This window enables you to enter messages and reminders for other Smart users, including other control rooms linked by SmartNet.
7	Opens the Safety Check window. Use this window to schedule and complete checks for personnel working on site alone.
8	Logs you out and leaves Smart running. When away from Smart for any period you should press this button to prevent other operators using Smart under your login and having their activity logged agains your operator code.
9	List sorting: Click on the top of a list column to sort the list of jobs by that column. Click again to reverse the sort order. After approximately 30 seconds of inactivity the list will be re-sorted so that the most urgent jobs are at the top of the list (see point 17.) This feature is only available when viewing active (incomplete) jobs.
10	This button will appear if you have Smart configured to use paging or SMS messaging to despatch jobs. It enables you to view a list of messages which have been sent, or enter ad hoc messages.
11	(Press F2). Allows to you configure the Job List window by choosing the jobs and columns to display. The settings you make here are saved by operator and service type, so that next time you view the Job List it will be configured the way you like it. The first time you change the view to a different Service Type, the Job List will appear to 'lose' its settings until you press F2 and make your choices. If you check Show Details below Job List you should close and reopen the Job List window so that the setting can be applied correctly. You can also change the view by changing the column widths - click on the line between columns (below the header) and then drag to change the width.
12	(Press F3). This button displays a drop-down menu at the top of the window, where you can select from a variety of actions for the current (highlighted) job, including For the highlighted job - View/Edit Operator Notes, Allocate Service Provider, View Communication Log (see 14, below). Print the highlighted job or a group of jobs For the site of the highlighted job - View/Edit History, Keys, Contacts, Incidents, Condition
13	(Press F4) Apply a filter to the current view. This enables you to search for a specific job, or jobs for a specific Customer, Service Location, Service Provider, or jobs matching other parameters.
14	(Press F5). View the communication log for the highlighted job. This only applies to jobs received or despatched via SmartNet, SMS, Orange Pager, or other electronic means.
15	(Press F9). Autodial people connected with the Location or Service Provider for the highlighted job. Dialer buttons are also provided in the Job Details window for access to other phone numbers.
16	(Press F11). Displays a list of hourly jobs (see Job Details notes). If this button is flashing, one or more of these jobs is due to arrive on site or leave the site but has not yet advised the control room.
17	This column (with the heading PR) indicates the priority of the job as set in the Job Details window, ranging from Scheduled (Blue) through to Duress (Red). Generally, highest priority jobs are shown at the top of the list, but jobs are also moved up the list if one or more of the following conditions occur: Slow to despatch Despatch overdue Due on site Late on site Due offsite Late offsite Incoming SmartNet communication You can resort the list by clicking on the top of a list column. After 30 seconds of inactivity, the sort order will revert as above so that the most urgent jobs are shown at the top of the list.
18	The Job Status columns shows further details of the job status (jobs in progress only), including a brief summary of incoming messages.
19	The column headed SN displays information about SmartNet communication. A yellow dot indicates that a message is being transmitted to another SmartNet control room. When the message has been delivered into the other control room, the yellow dot disappears (this may take a minute or two). This indicates that the message has been safely delivered but it does not guarantee that the operators in the other control room have noted the change. For additional information about message delivery, press the F5 key. If a yellow dot persists for more than 3 minutes there may be a communication problem and you should deliver the message by some other means (e.g. phone or fax). A red dot indicates an incoming message which has made a change to a job. The red dot will disappear if you view the job and then press the OK button, or press F5 for the communication log, and then the Read button.
20	The current view is described at the bottom of the window. To change the view, press the F2 key (see 11. above).
F6	The F6 key may be used to despatch a job without going to the Job Details window. If the job has already been despatched, this has no effect. If no Service Provider has been allocated, you will be asked to allocate one.
F7	The F7 key may be used to enter the current time as the On Site time for the job. This has no effect if the job has not been despatched, or if there is an existing On Site time.
F8	The F8 key is normally used when notified that the Service Provider is off site. It brings up the Job Details window and positions you for the Off Site Report (if any).