Dispatching with SmartNet

Instructions for dispatch operators

SmartNet is a system which enables you to exchange jobs automatically with other SMART control rooms, mobile workers using SMS or email, or any authorised person or company using a web browser.

You won't need to use Smart any differently than you do now except that you won't need to make or receive as many phone or radio calls, faxes, or emails. And you won't have to key in as many jobs.

Setup

These instructions apply to the Job Dispatch window. If you are using the Field Monitor window it is already configured for you. 

It's highly recommended that you set up your dispatch window to show job details at the bottom. Information about SmartNet communication is displayed there.

Below the job list

If the job details are not already displayed, press F2 while viewing the list of jobs, and check the box labelled Show details below job list.

 

You may need to close the Dispatch window and open it again for the setting to take effect. You may also need to make this change for each service type if you use the Dispatch window for more than one service type.

Receiving a SmartNet job

A job sent to you by SmartNet will 'magically' appear in your list of jobs.  You can set your system up to sound an audible alarm if you wish.

In the Job Details section below the job list, all the details will appear in red

Once you open the job and view the details, the text will return to its normal colour.

Receiving an update for the job

If a remote user updates the job, the words Updated by remote user will appear next to the job in the job list and it will be marked with a red dot.   You can set your system up to sound an audible alarm if you wish.

As with a new job, the job details below the list will appear in red until you open the job.

Updating a SmartNet job.

Update and complete the job as normal. Each time you make a change it is sent to the job's creator and possibly others involved in the job (e.g. the customer).

At this time you should continue to obtain a seal clearance manually, i.e. by calling the alarm company or using the link they provide you with. A future version of SmartNet will do this automatically.

Dispatching via SmartNet

If you are dispatching work to a Service Provider which accepts work via SmartNet, you need to tell Smart their SmartNet number.

  • In the Service Provider Details window, go to the Auto Dispatch \SmartNet tab
  • Set Auto Despatch By to SmartNet, and enter the provider's SmartNet number in the box below:

 

Once the Service Provider is set up, simply select them as usual. Once the dispatched time is entered and from then on until the job is complete, details will be sent to the Provider any time you make a change.

  • A Service Provider can access SmartNet using Smart or Sendem.

Dispatching via email

To dispatch via email (e.g. to a mobile phone or other device), simply set Auto Dispatch By (previous section) to Email, and enter the email address.

As with SmartNet, the job will be emailed automatically once you have selected the Service Provider and entered the dispatched time. If the job details are changed, the job is emailed again.

Instructions are included at the bottom of the email which explain how the Service Provider can reply to the email with brief codes which are then used to update Smart automatically with on- and off-site times and outcomes.

Dispatching via SMS

 If your company has set up an account with an SMS provider, you can also dispatch a job via SMS. The same procedure applies as when dispatching via SmartNet or email. However due to limitations with the SMS network, automated replies are not possible.

Cancelling a job

If you cancel a despatched job, by

  • Setting the Despatch Time to zero, or
  • Checking the 'abandoned' box, or
  •   Changing the provider which has been allocated to the job

The provider receives a 'job cancelled' message.

Rejecting a job

You reject a job request from another control room by checking the 'Rejected' box (this box only appears on jobs requested via SmartNet). You may also add reasons for your rejection in the 'Intial Status/Request' field. The job will now be considered complete in your system.

If you request a job from another control room using SmartNet and that control room rejects the job

  • The Service Provider and Despatched Date and Time are removed from the job (you can see the original details in the Job Change Record (Internal Notes tab) or the Communications Log (press F5 in the list of jobs))
  • A red cross appears next to the job in the list of jobs (this disappears after the job has been viewed).
  • The word 'REJECTED!' appears in the 'Job Status' column of the list of jobs.

Communications errors

If SmartNet has been unable to deliver a message, or if your system has been unable to retrieve messages from SmartNet, an error message will be displayed in the Job Details section below the job list, and a red dot will appear next to the job in the list.   You can set your system up to sound an audible alarm if you wish.

Sending an ad hoc message

You can send a free form message by SMS (if configured) or email by using the buttons on the main Smart toolbar. If you need to message another control room about a specific job, enter the message in the 'initial status/request' field in the Job Details window.

Setting up audible alarms

You can set up an alarm to sound when a remote job is received in your SMART system, or when the job is updated remotely or has a communication error. Your PC must have speakers to sound the alarm.

To set up the alarm and choose the sound, go to \File \Operator Setup \Dispatch Window. Clear Disable Warning Sounds and the Disable box alongside New Remote Sound.  Press the down arrow to choose a different warning sound.

More information

More detailed information about setup can be found on the SmartNet page.

© Skorpion Pty Ltd 2008