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Field Data Module Desktop

Users Guide
for administrators and managers who create, schedule, distribute, and review field calls

Thinque Systems 4130 Cahuenga Blvd. Universal City, CA 91602 (877) THINQUE

Thinque | FDM Field Data Module Desktop, Users Guide Version 3.1.9 March 2003 Copyright 2003 Thinque Systems Corporation. All rights reserved.

Thinque Systems Corporation Service Marks


Thinque Systems Corporation and Mobile Solutions Platform are service marks of Thinque Systems Corporation.

Other TradeMarks
Microsoft, MS-DOS, Visual Basic, Windows, Windows NT, SQL Server, and other names of Microsoft products referenced herein are trademarks or registered trademarks of Microsoft Corporation. Oracle is a registered trademark of Oracle Corporation. Adobe and Acrobat are registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Java and all Java-based marks are trademarks or registered trademarks of Sun MicroSystems, Inc. in the U.S. and other countries. All other trademarks or registered trademarks are the property of their respective holders.

Acknowledgements
The Mobile Solutions Platform product includes software developed by the Apache Software Foundation (http://www.apache.org).

Copyright Notice
This material is protected under Federal Copyright Laws (Title 17 of the United States Code) and international copyright laws. Any reproduction, distribution, or public display of this work without the express written authorization of Thinque Systems is strictly prohibited. This document is furnished for informational purposes only. The material presented in this document is believed to be accurate at the time of distribution. However, Thinque Systems Corp. assumes no liability in connection with this document except as set forth in the License Agreement under which this document is furnished.

Thinque Systems Corporation


4130 Cahuenga Blvd., Suite 128 Universal City, CA 91602 Corporate Office FAX Sales E-mail Internet (877) THINQUE (818) 752-1355 sales@thinque.com www.thinque.com

Contents
About This Guide Preface
Purpose . . . . . . . . . . . . . . . . . . . . Overview of Field Data Module . . . . . . . How it works . . . . . . . . . . . . . . Server components . . . . . . . . . Administrative client components . Field client components . . . . . . How it gets set up . . . . . . . . . . . . How to Use This Guide . . . . . . . . . . . Typographical Conventions . . . . . . Related Documentation . . . . . . . . . . . Obtaining and viewing PDF documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi xi xii xii xii xii xiv xiv xvi xvii xvii . . . . . .

Getting Started

Chapter 1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . What You Need to Do . . . . . . . . . . . . . . . . . . Setting up desktop users and field reps . . . . . . Common user setups . . . . . . . . . . . . . . Constructing the business model and applications Other tasks . . . . . . . . . . . . . . . . . . . Starting FDM Desktop . . . . . . . . . . . . . . . . . . FDM Desktop Basics . . . . . . . . . . . . . . . . . . . FDM Desktop application window . . . . . . . . . Title bar . . . . . . . . . . . . . . . . . . . . . Menu bar . . . . . . . . . . . . . . . . . . . . Application tool bar . . . . . . . . . . . . . . Status bar . . . . . . . . . . . . . . . . . . . . Workspace . . . . . . . . . . . . . . . . . . . Module window . . . . . . . . . . . . . . . . Module tool bar . . . . . . . . . . . . . . . . FDM Desktop modules . . . . . . . . . . . . . . . Using filters . . . . . . . . . . . . . . . . . . . . . Wildcards . . . . . . . . . . . . . . . . . . . . Entering dates . . . . . . . . . . . . . . . . . . . . Customizing FDM Desktop . . . . . . . . . . . . . . . Changing module nomenclature and field names Establishing regional settings . . . . . . . . . . . . Closing FDM Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 1-1 1-2 1-2 1-3 1-4 1-4 1-5 1-5 1-5 1-5 1-9 1-9 1-9 1-9 1-9 1-10 1-10 1-11 1-11 1-12 1-12 1-12 1-12

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Contents

Region Manager

Chapter 2
Overview . . . . . . . . . . . . . . . . . . . The Region Manager Window . . . . . . . . Module tool bar action buttons . . . . . Region set list . . . . . . . . . . . . . . Region tab . . . . . . . . . . . . . . . . Region tab tool bar . . . . . . . . . Level Names tab . . . . . . . . . . . . . Exceptions tab . . . . . . . . . . . . . . Creating Region Sets . . . . . . . . . . . . . Defining the [DEFAULT] region set . . . Creating chain/manufacturer region sets Changing region sets . . . . . . . . . . . . . Changing region names . . . . . . . . . Adjusting region position . . . . . . . . Naming Regional Levels . . . . . . . . . . . Level Names tab tool bar . . . . . . Creating level names . . . . . . . . . . Changing level names . . . . . . . . . . Viewing Regional Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 2-1 2-2 2-3 2-3 2-3 2-4 2-4 2-5 2-5 2-6 2-7 2-7 2-7 2-8 2-8 2-8 2-9 2-10

Site Manager

Chapter 3
Overview . . . . . . . . . . . . . . . . . . . . . The Site Manager Window . . . . . . . . . . . Module tool bar action buttons . . . . . . . Site list . . . . . . . . . . . . . . . . . . . . If it takes too long to load the site list . Sorting the site list . . . . . . . . . . . Filtering the site list . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . Details tab . . . . . . . . . . . . . . . . . . Contacts tab . . . . . . . . . . . . . . . . . Reps Assigned to Site tab . . . . . . . . . . Manufacturer\Chain Region tab . . . . . . Authorized Products tab . . . . . . . . . . Creating and Maintaining Site Records . . . . . Creating site records . . . . . . . . . . . . . Changing sites . . . . . . . . . . . . . . . . Removing site records . . . . . . . . . . . . Creating and Maintaining Contact Information . Adding contacts . . . . . . . . . . . . . . . Setting a default contact . . . . . . . . . . . Changing contact information . . . . . . . Removing contacts . . . . . . . . . . . . . Managing Rep Assignments . . . . . . . . . . . Assigning reps to a site . . . . . . . . . . . Removing rep assignments . . . . . . . . . Setting a default rep for a site . . . . . . . . Filtering the rep list . . . . . . . . . . . . . Manufacturer/Chain Region Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 3-2 3-3 3-3 3-3 3-4 3-4 3-6 3-7 3-8 3-8 3-9 3-9 3-10 3-10 3-10 3-11 3-11 3-12 3-13 3-13 3-14 3-14 3-15 3-15 3-16 3-17 3-17

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Rep Manager

Chapter 4
Overview . . . . . . . . . . . . . . . The Rep Manager Window . . . . . Module tool bar action buttons Rep list . . . . . . . . . . . . . Filtering the rep list . . . . General tab . . . . . . . . . . . Details tab . . . . . . . . . . . . Sites Assigned to Rep tab . . . . Calls Assigned to Rep tab . . . . Changing Rep Records . . . . . . . . Removing Reps. . . . . . . . . . . . Managing Site Assignments . . . . . Assigning sites . . . . . . . . . Unassigning sites . . . . . . . . Assigning default reps . . . . . Managing Call Assignments . . . . . Filtering the call list . . . . . . . Changing call details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 4-1 4-2 4-3 4-3 4-5 4-6 4-7 4-7 4-7 4-8 4-8 4-8 4-9 4-10 4-10 4-11 4-11

Product Manager

Chapter 5
Overview . . . . . . . . . . . . . . . . . . . . . . . . The Product Manager Window . . . . . . . . . . . . Module tool bar action buttons . . . . . . . . . Products tab . . . . . . . . . . . . . . . . . Product Sets tab . . . . . . . . . . . . . . . Products tab . . . . . . . . . . . . . . . . . . . . Product list . . . . . . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . Chain Attributes tab . . . . . . . . . . . . . Site Attributes tab . . . . . . . . . . . . . . Assigned tab . . . . . . . . . . . . . . . . . Product Sets tab . . . . . . . . . . . . . . . . . . Managing Products. . . . . . . . . . . . . . . . . . . Adding products . . . . . . . . . . . . . . . . . Changing products . . . . . . . . . . . . . . . . Removing products . . . . . . . . . . . . . . . . Managing Products Sets . . . . . . . . . . . . . . . . Adding products sets . . . . . . . . . . . . . . . Changing products sets . . . . . . . . . . . . . . Removing products sets . . . . . . . . . . . . . Assigning Products to Chains, Sites, and Product Sets Adding products to chains . . . . . . . . . . . . Assigning products to sites . . . . . . . . . . . . Assigning products to product sets . . . . . . . Using Filters . . . . . . . . . . . . . . . . . . . . . . Filter By FormProducts tab . . . . . . . . . . . Filtering by sites . . . . . . . . . . . . . . . Removing filters . . . . . . . . . . . . . . . Filter by ProductProduct Set tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 5-1 5-2 5-2 5-3 5-4 5-4 5-5 5-5 5-6 5-6 5-7 5-7 5-8 5-9 5-9 5-10 5-10 5-11 5-12 5-12 5-12 5-14 5-15 5-15 5-16 5-17 5-18 5-18

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Contents

Call Report Builder

Chapter 6
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The Call Report Builder window . . . . . . . . . . . . . . . . . . Additions to the menu bar . . . . . . . . . . . . . . . . . . . View menu . . . . . . . . . . . . . . . . . . . . . . . . . Call Report Builder menu . . . . . . . . . . . . . . . . . Panes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call reports pane . . . . . . . . . . . . . . . . . . . . . . Forms pane . . . . . . . . . . . . . . . . . . . . . . . . . Contents pane . . . . . . . . . . . . . . . . . . . . . . . . Module tool bar action buttons . . . . . . . . . . . . . . . . . Understanding Call Reports . . . . . . . . . . . . . . . . . . . . . Call report forms . . . . . . . . . . . . . . . . . . . . . . . . Survey form . . . . . . . . . . . . . . . . . . . . . . . . . Grid form . . . . . . . . . . . . . . . . . . . . . . . . . . Late-binding grid form . . . . . . . . . . . . . . . . . . . Instructions form . . . . . . . . . . . . . . . . . . . . . . Call report specification workflow . . . . . . . . . . . . . . . Step 1 - Create the call report record . . . . . . . . . . . Step 2 Assess users and question types . . . . . . . . . Step 3 - Create the forms . . . . . . . . . . . . . . . . . . Step 4 Prepare the call report for deployment . . . . . . Building Call Reports . . . . . . . . . . . . . . . . . . . . . . . . . Creating the call report record . . . . . . . . . . . . . . . . . About using scripts with call reports . . . . . . . . . . . . . . If you distribute call reports to multiple client types . . . About scripting IDs . . . . . . . . . . . . . . . . . . . . . Attaching scripts to call reports . . . . . . . . . . . . . . Inserting survey forms . . . . . . . . . . . . . . . . . . . . . Inserting grid forms . . . . . . . . . . . . . . . . . . . . . . . Inserting a standard grid form . . . . . . . . . . . . . . . Inserting a late-binding grid form . . . . . . . . . . . . . Inserting instructions forms . . . . . . . . . . . . . . . . . . . Copying existing forms . . . . . . . . . . . . . . . . . . . . . Adding Products, Questions, and Instructions to Forms . . . . . . Adding questions to survey forms . . . . . . . . . . . . . . . Adding IVR-enabled questions to survey forms . . . . . Adding audio to an IVR-enabled question . . . . . . . . Adding questions and products to grid forms . . . . . . . . . Adding questions . . . . . . . . . . . . . . . . . . . . . . Adding products . . . . . . . . . . . . . . . . . . . . . . Adding questions and product sets to late-binding grid forms Adding questions to late-binding grid forms . . . . . . . Adding product sets to late-binding grid forms . . . . . . Adjusting grid form display properties . . . . . . . . . . . . . Adjusting grid display propertiesan overview . . . . . . Extending grids with display-only information . . . . . . Adding content to instructions forms . . . . . . . . . . . . . Changing questions, products, and instructions in forms. . . . . . Changing survey form questions . . . . . . . . . . . . . . . . Changing survey question content . . . . . . . . . . . . . Changing survey question order . . . . . . . . . . . . . . Marking survey questions as required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 6-2 6-3 6-3 6-3 6-4 6-4 6-5 6-5 6-6 6-7 6-7 6-7 6-7 6-7 6-8 6-8 6-8 6-8 6-8 6-8 6-9 6-9 6-10 6-10 6-10 6-11 6-12 6-13 6-13 6-13 6-14 6-15 6-16 6-16 6-17 6-18 6-18 6-18 6-19 6-21 6-21 6-21 6-22 6-22 6-23 6-27 6-29 6-29 6-29 6-29 6-29

FDM Desktop Users Guide

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Changing grid form questions . . . . . . . . . . Changing grid question content . . . . . . . Changing grid question order . . . . . . . . Marking grid questions as required . . . . . Changing grid form products . . . . . . . . . . Changing grid product order . . . . . . . . Marking grid products as required . . . . . Changing instructions form content . . . . . . . Removing instructions forms . . . . . . . . . . . Removing questions and products . . . . . . . . Exploring Question Types . . . . . . . . . . . . . . . Question types . . . . . . . . . . . . . . . . Choice type . . . . . . . . . . . . . . . . . . . . Adding choices . . . . . . . . . . . . . . . . Manually adding choices . . . . . . . . . . Selecting from the Available Choice Sets list Changing choices . . . . . . . . . . . . . . . Removing choices . . . . . . . . . . . . . . Adding choice sets . . . . . . . . . . . . . . Adding choice sets from the Question dialog Changing and removing choice sets . . . . . Currency type . . . . . . . . . . . . . . . . . . . Specifying a currency type question . . . . . Extending the Currency Code list . . . . . . Date type . . . . . . . . . . . . . . . . . . . . . DateTime type . . . . . . . . . . . . . . . . . . . Decimal(Short) type . . . . . . . . . . . . . . . . Image type . . . . . . . . . . . . . . . . . . . . Integer type . . . . . . . . . . . . . . . . . . . . Separator type . . . . . . . . . . . . . . . . . . . Adding survey form question separators . . Adding grid form product separators . . . . Text type . . . . . . . . . . . . . . . . . . . . . Text(Short) type . . . . . . . . . . . . . . . . . . Time type . . . . . . . . . . . . . . . . . . . . . Managing Libraries. . . . . . . . . . . . . . . . . . . Question library . . . . . . . . . . . . . . . . . . Choice set library . . . . . . . . . . . . . . . . . Viewing Call Reports . . . . . . . . . . . . . . . . . . Viewing previous call report versions . . . . . . Changing Call Reports . . . . . . . . . . . . . . . . . Making new call report versions . . . . . . Duplicating call reports . . . . . . . . . . . . . . Changing call report properties . . . . . . . . . Removing call reports . . . . . . . . . . . . . . Changing forms . . . . . . . . . . . . . . . . . . Setting form order . . . . . . . . . . . . . . . . Preparing Call Reports for Deployment . . . . . . . .

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6-30 6-30 6-30 6-30 6-31 6-31 6-31 6-31 6-32 6-32 6-32 6-33 6-34 6-35 6-35 6-35 6-36 6-36 6-36 6-37 6-37 6-37 6-38 6-39 6-40 6-41 6-41 6-43 6-43 6-45 6-45 6-45 6-46 6-46 6-47 6-48 6-48 6-49 6-52 6-52 6-53 6-53 6-54 6-54 6-55 6-55 6-55 6-56

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Contents

Call Scheduler

Chapter 7
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Call Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . Concepts You Need to Understand . . . . . . . . . . . . . . . . . . . . Call report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Project . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Project template . . . . . . . . . . . . . . . . . . . . . . . . . . Campaign . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Ways to Schedule Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . Standard scheduling projects . . . . . . . . . . . . . . . . . . . Rule-based scheduling projects . . . . . . . . . . . . . . . . . Self-scheduling projects . . . . . . . . . . . . . . . . . . . . . Broadcast scheduling projects . . . . . . . . . . . . . . . . . . Creating calls manually . . . . . . . . . . . . . . . . . . . . . . Moving calls between projects . . . . . . . . . . . . . . . . . . Starting Call Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . If Call Scheduler wont start . . . . . . . . . . . . . . . . . . . The Call Scheduler window . . . . . . . . . . . . . . . . . . . . . . Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Scheduler frame and command bar . . . . . . . . . . . . . . . Campaign-project tree . . . . . . . . . . . . . . . . . . . . . . Campaign Manager . . . . . . . . . . . . . . . . . . . . . . . . Call Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . Managing Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . Opening Campaign Manager . . . . . . . . . . . . . . . . . . . . . Adding campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing campaigns . . . . . . . . . . . . . . . . . . . . . . . . . Extending campaign, project, and call end dates . . . . . . . . . . Adjusting end dates for rule-based and standard scheduling projects . . . . . . . . . . . . . . . . . . . . . . . . . . Adjusting end dates for broadcast and self-scheduling projects How to adjust campaign and project end dates . . . . . . . . . Removing campaigns . . . . . . . . . . . . . . . . . . . . . . . . . Managing Projects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding project types and scheduling types . . . . . . . . . Project types . . . . . . . . . . . . . . . . . . . . . . . . . . . . Scheduling types . . . . . . . . . . . . . . . . . . . . . . . . . Immediate vs. background scheduling . . . . . . . . . . . . . . . . Viewing Project Details . . . . . . . . . . . . . . . . . . . . . . . . Project status . . . . . . . . . . . . . . . . . . . . . . . . . . . Project statistics . . . . . . . . . . . . . . . . . . . . . . . . . . Adding standard or rule-based scheduling projects . . . . . . . . . Selecting sites and reps in standard scheduling projects . . . . . . . . . Defining site/rep selection criteria in rule-based scheduling . . . . Explicit site selection . . . . . . . . . . . . . . . . . . . . . . . Dynamic site selection . . . . . . . . . . . . . . . . . . . . . . Dynamic rep selection . . . . . . . . . . . . . . . . . . . . . . Adding advanced rules . . . . . . . . . . . . . . . . . . . . . . Text-based attributes that accept wildcards . . . . . . . . . . . Previewing results for dynamic site or rep selection . . . . . . Adding a self-scheduling project . . . . . . . . . . . . . . . . . . . Enabling self-scheduling projects . . . . . . . . . . . . . . . . Creating a self-scheduling project . . . . . . . . . . . . . . . . Adding a broadcast scheduling project . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 7-1 7-2 7-2 7-2 7-2 7-2 7-3 7-4 7-4 7-5 7-5 7-6 7-6 7-6 7-7 7-7 7-8 7-8 7-8 7-8 7-9 7-10 7-12 7-12 7-13 7-14 7-14 7-15 7-15 7-16 7-16 7-17 7-18 7-18 7-19 7-19 7-20 7-21 7-21 7-21 7-28 7-30 7-30 7-31 7-32 7-33 7-34 7-35 7-35 7-35 7-37 7-40

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Changing projects . . . . . . . . . . . . . . . . . . . . . . About changing project end dates . . . . . . . . . . . Ways to change projects . . . . . . . . . . . . . . . . Removing projects . . . . . . . . . . . . . . . . . . . . . Managing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing and filtering the call list . . . . . . . . . . . . . . Viewing calls for a selected project . . . . . . . . . . Viewing all calls regardless of campaign . . . . . . . Interpreting call status . . . . . . . . . . . . . . . . . . . Viewing call details . . . . . . . . . . . . . . . . . . . . . Adding calls manually . . . . . . . . . . . . . . . . . . . Moving calls between projects . . . . . . . . . . . . . . . Changing calls . . . . . . . . . . . . . . . . . . . . . . . . Removing calls . . . . . . . . . . . . . . . . . . . . . . . Managing Exceptions . . . . . . . . . . . . . . . . . . . . . . Exception types . . . . . . . . . . . . . . . . . . . . . Exception status . . . . . . . . . . . . . . . . . . . . Viewing and filtering the exception list for a project . . . Viewing exception details . . . . . . . . . . . . . . . . . Handling exceptions manually . . . . . . . . . . . . . . . Ignoring exceptions . . . . . . . . . . . . . . . . . . Removing exceptions . . . . . . . . . . . . . . . . . Handling exceptions using automatic verification . . . . Preparing for automatic verification . . . . . . . . . . What happens when you run automatic verification Enabling automatic exception verification . . . . . . Initiating automatic exception verification . . . . . .

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7-41 7-41 7-41 7-42 7-42 7-42 7-42 7-45 7-46 7-47 7-47 7-48 7-49 7-50 7-50 7-51 7-52 7-53 7-55 7-55 7-55 7-56 7-56 7-57 7-57 7-58 7-58

Promotion Manager

Chapter 8
Overview . . . . . . . . . . . . . . . The Promotion Manager Window . . Module tool bar action buttons Chain Promotion tab . . . . . . Site Promotion tab . . . . . . . Chain Promotions . . . . . . . . . . Site Promotions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 8-1 8-2 8-3 8-4 8-5 8-5

Sync Manager

Chapter 9
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . How site update synchronization works . . . . . . . About adding new sites for self-scheduling calls . . How matching works . . . . . . . . . . . . . . If FDM doesnt find a matching site . . . . . . . The Sync Manager Window . . . . . . . . . . . . . . . Module tool bar action buttons . . . . . . . . . . . Sites tab . . . . . . . . . . . . . . . . . . . . . . . . Outlet table . . . . . . . . . . . . . . . . . . . . Contacts tab . . . . . . . . . . . . . . . . . . . . . . Contact table . . . . . . . . . . . . . . . . . . . Managing Change Requests . . . . . . . . . . . . . . . . Accepting change requests . . . . . . . . . . . . . . Editing change requests . . . . . . . . . . . . . . . Discarding change requests . . . . . . . . . . . . . Manually matching a new site with an existing one . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1 9-1 9-2 9-2 9-2 9-3 9-3 9-4 9-5 9-6 9-7 9-7 9-7 9-8 9-8 9-8

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Contents

Import Manager

Chapter 10
Overview . . . . . . . . . . . . . . . . . . Using Import Manager to Run an Import . Setting Up the Import File . . . . . . . . . General formatting rules . . . . . . . Validation rules . . . . . . . . . . . . Action field . . . . . . . . . . . . . . File format requirements . . . . . . . Rep Permission Group . . . . . . Rep . . . . . . . . . . . . . . . . Site . . . . . . . . . . . . . . . . . Contact . . . . . . . . . . . . . . Call . . . . . . . . . . . . . . . . Outlet region . . . . . . . . . . . Product . . . . . . . . . . . . . . ProductSet . . . . . . . . . . . . . ProductChainAttribute . . . . . . ProductSiteAttribute . . . . . . . ChainPromotion . . . . . . . . . SitePromotion . . . . . . . . . . . Using the SAImport Command Line Utility Import Log . . . . . . . . . . . . . . . . . Sample Import File Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1 10-1 10-3 10-3 10-4 10-4 10-4 10-5 10-5 10-7 10-9 10-10 10-11 10-12 10-13 10-14 10-14 10-15 10-16 10-16 10-19 10-19

Export Profile Manager

Chapter 11
Overview . . . . . . . . . . . . . . . . . . . Using Export Profile Manager . . . . . . . . The Export Profile Manager Window . . Module tool bar action buttons . . . . . Export profile list . . . . . . . . . . . . Sorting the export profile list . . . . Managing Export Profiles. . . . . . . . . . . Changing Export Profiles . . . . . . . . . . . Duplicating Export Profiles . . . . . . . . . . Removing Export Profiles and Data Files Generating an Export Data File . . . . . . . Using the SAExport Command Line Utility . Export Log. . . . . . . . . . . . . . . . . . . Sample export file log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-1 11-1 11-2 11-2 11-3 11-3 11-3 11-21 11-21 11-22 11-22 11-23 11-25 11-26

FDM Desktop Tools

Chapter 12
Overview . . . . . . . . . . . . . Managing the Manufacturers List Managing the Chains List . . . . Customizing Nomenclature . . . Customizing Field Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-1 12-1 12-3 12-5 12-6

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Managing Completed Calls using FDM PC WebClient

Appendix A
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Administration using FDM PC WebClient . . . . . . . . . Considerations when using FDM PC WebClient for call management . . . . . . . . . . . . . . . . . . . Logging into FDM PC WebClient . . . . . . . . . . . . . . . . . Approving Calls . . . . . . . . . . . . . . . . . . . . . . . . . . About the call approval process . . . . . . . . . . . . . . . Enabling call approval . . . . . . . . . . . . . . . . . . . . In Thinque Management Console . . . . . . . . . . . . In FDM Desktop . . . . . . . . . . . . . . . . . . . . . Opening the Calls Pending Approval screen . . . . . . . . Ways to approve calls . . . . . . . . . . . . . . . . . . . . Approving calls without changes . . . . . . . . . . . . Approving calls with changes . . . . . . . . . . . . . . Filtering the call list . . . . . . . . . . . . . . . . . . . . . . Reverting to the original call list . . . . . . . . . . . . . Editing Completed Calls . . . . . . . . . . . . . . . . . . . . . . Who can edit calls . . . . . . . . . . . . . . . . . . . . . . Enabling call editing . . . . . . . . . . . . . . . . . . . . . In Thinque Management Console . . . . . . . . . . . . In FDM Desktop . . . . . . . . . . . . . . . . . . . . . Calls eligible for editing . . . . . . . . . . . . . . . . . . . How to edit calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1 . . . . . A-1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2 A-2 A-3 A-3 A-4 A-4 A-5 A-6 A-6 A-6 A-7 A-8 A-9 A-10 A-10 A-11 A-11 A-12 A-12 A-13

Setting Up Scan-and-Search Appendix B on the FDM Handheld Client Overview . .

. . . . . . . . . . . . . . . . . . The FDM Scan-and-Search Feature . . . . . . Enabling Scan-and-Search (Default Behavior) Customizing Scan Behavior for Chains . . . . The scan.txt file . . . . . . . . . . . . . . Distributing scan settings . . . . . . . . .

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B-1 B-1 B-2 B-3 B-3 B-4

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index-1

Contents

Preface

About This Guide


Purpose
This guide explains how to use the Mobile Solutions Platform (MSP) Field Data Module (FDM) Desktop application. FDM Desktop is designed for administrators and managers who need to: set up applications for field data collection that are tailored for their enterprise distribute call reports to field reps

This guide also includes addenda that explain how to perform special administrative functions using tools other than FDM Desktop to: manage call reports once field reps have completed and uploaded them (using FDM PC WebClient) customize scan-and-search behavior on handheld devices (using initialization files)

This guide assumes the reader is familiar with Windows 2000. This guide also assumes FDM Desktop and FDM PC WebClient have already been installed, and that users with appropriate administrative privilege have been set up using Thinque Management Console.

Overview of Field Data Module


FDM is an application that automates audit and data gathering activities in your marketplace. FDM provides server- and client-side components that allow you to: construct call reports and distribute calls to field reps on a one-time or recurring basis. collect field reports from reps by means of data synchronization with mobile devices, data delivery through the Web, or interactive voice response. FDM collects data in real time, and stores it in a central location. This way, business managers can analyze field conditions throughout the enterprise in a timely manner.

FDM Desktop is the tool that allows you to model and administer business applications for your enterprise. Using FDM Desktop, you can specify reps, sites, products, regions, and promotions, and build relationships between them to create the business model. With this information, you can create call reports, and then schedule and deploy calls to designated field reps.

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Overview of Field Data Module

How it works
The figure on the following page illustrates the major FDM system components and how they relate conceptually.

Server components
ThinqComm manages communications between field reps and the MSP server, which includes the interchange of data between handheld- and Web browserbased FDM field clients and: the MSP system database that contains licensing and user information, and the MSP application database that contains the business model, call reports, call schedules, and corresponding field data supplied by reps.

MSP Interactive Voice Response (IVR) Server manages data collection using voicebased surveys conducted over the telephone. As with call reports managed by ThinqComm, the MSP IVR Server uses the MSP application database to extract survey content and to store answers received from the field.

Administrative client components


Thinque Management Console (TMC) allows the FDM administrator to manage FDM resources including user accounts, the application database, and software/file distribution. FDM Desktop allows business administrators and managers to: specify regions, sites, reps, products, and promotions relevant to a business application build relationships between regions, sites, reps, products, and promotions create call reports, and then schedule and distribute calls to designated field reps

Field client components


Mobile Devices Handhelds (PDAs) provide ways for FDM field reps to actively communicate with the home office while in the field. First, reps download surveys and product spreadsheets that were created using FDM Desktop and complete them at the customers site; then, they transmit their responses back to the MSP server. The data is immediately available to managers for analysis. Mobile PCs that run FDM PC WebClient allow field reps to respond to calls using a Web browser and the Internet. Available in two versions, reps can use FDM PC WebClient either always connected to the MSP server (call reports completed online) or disconnected from the MSP server (call reports completed offline and then transmitted to the MSP server just like handhelds).

Note FDM PC WebClient also supports special administrative functions to manage completed calls. Access to these functions are restricted to users with appropriate privilege. Telephone (IVR) allows field reps to respond to IVR-enabled calls using standard telephones to dial in responses. As with information provided by way of handheld devices, the dialed-in information is immediately available to business analysts.

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Administrative Clients Used by administrators & managers

Field Clients Used by reps

Thinque Management Console

Handheld FDM Desktop

Mobile PC with Web Browser (FDM PC WebClient)

Telephone

Laptop computer

Administers users and resources for an enterprise application

Create business model and call reports; distribute to field reps

Download call reports, complete surveys and forms, and then upload responses

View and complete surveys and forms while online

Supply answers to IVR surveys

MSP Server Components MSP IVR Server

ThinqComm

MSP user accounts Application licensing System logs

MSP System Database

MSP Application Database

Business model Call reports Field data

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How to Use This Guide

How it gets set up


FDM includes two administrative client applications that your administrator needs to use to set up the business application and communications environment: FDM Desktop (described in this guide) and the Thinque Management Console (TMC). Use FDM Desktop to construct the business model, create call reports, and schedule calls. This tools saves configuration information in the MSP application database. Use TMC to configure ThinqComm: create user accounts (field reps, FDM Desktop users, and FDM administrators), define user permissions, and authorize special activities like whether a field rep can can change site/contact information or perform product spreadsheet searches using a scanner. TMC saves configuration information in the MSP application and system databases used by ThinqComm. ThinqComm components use this information to manage incoming and outgoing data, and to make sure the data staged for pickup is in a format compatible with the recipients machine.

How to Use This Guide


This guide is organized around the structure of the FDM Desktop user interface. Administrative functions available in other applications are covered in the appendices. To help you find the information you need, locate the heading that best summarizes what you want to do, and then read through the chapter descriptions. Note If this is your first time using FDM, by all means start by reading Chapter 1, Getting Started. FDM Desktop is a large applicaton. Chapter 1 will help you understand when and why to use the different desktop modules, as well as the kinds of tasks that your FDM administrator needs to complete in Thinque Management Console before you can use FDM Desktop.

Start here! Getting acquainted with FDM Desktop


Chapter 1, Getting Started, which provides an overview of what you need to do to set up a business application, create call reports, and schedule calls. It also explains the mechanics of using the FDM Desktop application and how to perform common functions such as calendar date entry.

Setting up the business model


Chapter 2, Region Manager, which explains how to set up hierarchies that establish structure for your business field rep and customer (site) organization (important for call assignment and distribution), as well as manufacturers and chains (used in reports). Chapter 3, Site Manager, which explains how to manage customer details and assign reps to customer sites. Chapter 4, Rep Manager, which explains how to manage field personnel data, assign reps to customer sites, and view calls scheduled for reps. Chapter 5, Product Manager, which explains how to add products to the inventory of products you can include in a call report form, and how to group

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products into named sets you can attach to a call report and then dynamically update during call scheduling. Chapter 8, Promotion Manager, which explains how to specify promotions running at specific sites and chains. Chapter 12, FDM Desktop Tools, which explains how to specify chains and manufacturers relevant to your enterprise.

Creating call reports and scheduling calls


Chapter 6, Call Report Builder, which explains how to create and integrate surveys, product spreadsheets (grid forms), and instructions into a call report. Chapter 7, Call Scheduler, which explains how to create scheduling specifications that relate call reports to reps and sites, generate calls automatically, create calls manually, review scheduled calls, and if needed, adjust details of scheduled calls.

Importing and exporting data


Chapter 10, Import Manager, which explains how to establish selected portions of your business model by importing legacy data into the MSP application database using either the Import Manager module in FDM Desktop or the DOSbased SAImport utility. Chapter 11, Export Profile Manager, which explains how to extract data from the MSP application database into text files using either the Export Profile Manager in FDM Desktop or the DOS-based SAExport utility; once exported, you can use these files as input to third-party applications like Microsoft Excel.

Managing completed calls and other data received from the field
Chapter 9, Sync Manager, which explains how to process change requests received from the field for customer site information. Appendix A, Managing Completed Calls using FDM PC WebClient, which explains how users with administrative privilege can review, approve, and edit calls completed by field reps. These capabilities are available in FDM PC WebClient only, not FDM Desktop.

Customizing FDM applications


Chapter 12, FDM Desktop Tools, which explains how to change FDM Desktop terminology to suit your business model. Appendix B, Setting Up Scan-and-Search on the FDM Handheld Client, which explains how the scan feature works with product spreadsheets (grid forms) in its default mode and how you can customize its behavior on a handheld device.

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How to Use This Guide

Typographical Conventions
This guide adheres to these typographical conventions.
This notation...
monospace font

Means this...
Any of the following, depending on context: Commands or text typed at the keyboard Source code One of the following, depending on context: Emphasis Book, chapter, or heading cross-references Parameter placeholder, for example, in command and programming language syntax; the user needs to substitute a value A specific key on the keyboard. The plus (+) symbol between key symbols means you need to press keys concurrently. Tip providing advice like best-practice methods or shortcuts.

Example
In the Show Severity Level text box, type WARNINGS. Generic calls function as call templates that you can use to... To run an import, type:
saimport file_name

italic

where file_name contains the database records. Press S+s

To optimize performance...

Caution or discussion of particular importance. Typically conveys higher precedence than a note.

Make sure you... If you dont, the operation will fail.

Additional command line or programming syntax conventions:


| (pipe symbol) < > (angle brackets) { } (curly braces) * (asterisk symbol) Separator for mutually exclusive choices Possible values for a required syntax element; angle brackets are not literal. Optional syntax element; curly braces are not literal. Optionally repeat syntax element; can appear with angle and curly brace syntax elements
Yes | No <C | L | F | user_defined_datatype>

{input_value}
input_value{, input_value}*

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Related Documentation

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Related Documentation
Documentation for FDM is available in PDF format.
This book... Explains this... Documents available on the installation CD only (\Docs folder)
FDM Installation and Configuration Installation and configuration for FDM handheld devices, FDM PC WebClient, and MSP server components

Installed documents (also available on the installation CD) For MSP server components
FDM Desktop Users Guide TMC Administrators Guide How to implement a basic FDM business application, create call reports, and schedule calls for distribution to your field reps. How to use TMC to: administer and troubleshoot ThinqComm server-side resources create FDM Desktop and field users, set user permissions, and authorize special FDM activities define software and file distribution

For field users


Field Data Module Users Guide How to manage calls and view and update site information while in the field, using either a handheld device, mobile PC running the browserbased FDM PC WebClient), or interactive voice response.

Obtaining and viewing PDF documents


Document PDF files reside in the \Docs directory on the MSP installation CD. The installer also copies MSP application guides to the target machine (within the Docs subfolder under the MSP component folder specified during installation) and sets up access from the Windows Start menu. The MSP installation CD includes Adobe Acrobat Reader, which you need to use to view PDF documents.

To view PDF documents for an MSP component


1 Make sure you have installed Acrobat Reader. If not, run the executable in the \REDIST\Acrobat Reader folder on the MSP installation CD and follow the onscreen installation instructions. On the machine youve installed the MSP component on, click the Windows Start menu. Click Program Files, and then click Thinque Systems document_name. Note The Field Data Module Users Guide does not install on handheld devices. Look for this document on the machine where FDM Desktop installs.

2 3

xviii

Related Documentation

Chapter 1

Getting Started
Overview
This chapter introduces MSP Field Data Module (FDM) Desktop, which allows you to set up your business applications and distribute calls to field reps. Topics include: Overview of what you need to do to become operational, which includes setting up FDM user accounts and creating business applications Starting FDM Desktop Moving around the desktop Using common desktop functions like the filter and calendar features.

This chapter assumes you are familiar with the introductory information in Overview of Field Data Module in the preface.

What You Need to Do


The workflow shown below illustrates the minimum you need to do to set up a new FDM installation. In particular, before developing your business applications in FDM Desktop, you need to set up FDM user accounts using Thinque Management Console (TMC). These accounts define logon access to FDM Desktop including permitted activities, as well as accounts for field reps used in your business model.
Create FDM user accounts Configure FDM Desktop users Configure field reps

Set up desktop users and field reps Thinque Management Console

Create business applications FDM Desktop

Specify reps, sites, regions, products... Relate reps, sites, regions, products... Create, schedule, and distribute call reports

1-2

What You Need to Do

Setting up desktop users and field reps


To perform activities in FDM Desktop, users require appropriate access rights, which your FDM administrator (if not you) needs to define using TMC. Also, to develop the business model, the user accounts for field reps need to be defined using TMC. For complete instruction, consult Chapter 3, Setting Up Users, in the TMC Administrators Guide. That chapter explains how to create and configure user accounts, and how to assign access rights to individual users by means of permissions. If you have login rights to TMC, here are a few introductory guidelines for setting up FDM user accounts: In the User Properties dialog box, make sure you supply values for the settings on the General and the Attributes tabs. Ignore the other tabs. On the General tab, set the Access Level to Regular User; this applies to both a desktop user or a field rep. Under Permissions Manager, set the appropriate permissions. For a desktop user, this means assigning access to the FDM Desktop modules this user needs. For a field rep who uses Web access, this means assigning access to FDM PC WebClient.

Common user setups


Here are example setups for the most common types of users. The TMC Administrators Guide describes more variations.
If you want to...
Set up a field rep who has no FDM Desktop access

Do this...
On the Attributes tab in the User Properties dialog box: Check the Is Field User box. The Is Field User check box determines whether a user appears in the rep list when running Rep Manager (and other modules) in FDM Desktop. If the rep uses a handheld device, check the Has Device box; if the rep uses the FDM PC WebClient, check the Is Web User box. If the rep uses the FDM PC WebClient, under Permissions Manager, click Permissions Groups. Then right-click the Web Client User Group and click Properties. On the Users tab, add the rep to the Users Available list. Under Permissions Manager in the console tree, click Permissions Groups. Right-click the Administrator Group and then click Properties. On the Users tab, add the user to the Users Available list.

Set up an FDM Desktop user with full access rights; as administrator, this user can set up the business model, create call reports, deploy calls to field reps, and change FDM Desktop nomenclature and dialog box labels Set up an FDM Desktop user who is limited to creating call reports and deploying calls

Under Permissions Manager in the console tree, click Permissions Groups. Right-click the Call Administrator Group and then click Properties. On the Users tab, add the user to the Users Available list.

FDM Desktop Users Guide

What You Need to Do

1-3

Constructing the business model and applications


Once the desktop and field rep user accounts have been set up using TMC, you can begin constructing your business model and applications using FDM Desktop. The workflow shown here illustrates what you typically need to do. The buttons at left represent the specific modules (for example Site Manager) you need to use to complete each task. These modules, which are functional components of FDM Desktop, are introduced in FDM Desktop modules on page 1-10, and described in the remaining chapters in this guide.

Business Model
(building blocks) Define region hierarchy

Define sites

Specify rep details

Build region, site, and rep relationships

Build product database

Business Application
Construct call reports

Assign, schedule, and deploy calls

Note When you set up the business model, you can populate the MSP application database either manually, using the appropriate FDM Desktop module (for example, Product Manager) or using Import Manager to import data from your legacy systems.

1-4

Starting FDM Desktop

Other tasks
In addition to the tasks shown in the workflow, FDM Desktop provides features to integrate promotions, manufacturers, and chains; you can find out more about these in Chapter 8, Promotion Manager and Chapter 12, FDM Desktop Tools, respectively.

Starting FDM Desktop


To start and log on to FDM Desktop, you must already have a user name and password set up as described in the previous section.

To start and log on to FDM Desktop


1 Do one of the following: 2 Click the Windows Start button and then click Programs > Thinque Systems > FDM Desktop. If there is a shortcut icon on your desktop, double-click the FDM Desktop icon. The opens the FDM Desktop window.

In the Username text box, enter your assigned user name.

3 4

In the Password text box, enter a valid password. If you are connecting to the MSP server remotely using a dial-up connection, check the Dial-up Connection box. If you are connecting to the application server directly, leave the check box clear. Click OK. This starts FDM Desktop.

If you enter an invalid user name or password, FDM displays a message box describing the problem. Check with your FDM administrator about setting up a valid user account.

FDM Desktop Users Guide

FDM Desktop Basics

1-5

FDM Desktop Basics


FDM Desktop is an application that provides access to several functionally distinct modules which are described in the remaining chapters of this guide. However, some basic operations apply to FDM Desktop and all its modules. The following sections describe these system basics.

FDM Desktop application window


The FDM Desktop application window provides the workspace and functional framework for its modules.
menu bar title bar module window

module tool bar

action button

status bar

workspace

Title bar
The title bar displays the application name and the name of the active module.

Menu bar
The menus in FDM Desktop vary according to the active module. The standard commands are described in this section. Module-specific menus are described in the appropriate chapter describing the module.

1-6

FDM Desktop Basics

File menu
The nomenclature on the File menu varies according to the active module. The functionality, however, is the same for all modules.
Use this command...
New Close Save Save and Add Cancel Changes Exit

To do this...
Create a new record in the active module. Close the active window. Save the active record. Save the active record and create a new blank record. Discard any changes made to the active record after the last save. Close all open windows and quits the application.

Edit menu
The Edit menu offers access to commonly used editing options such as cut, copy, and paste.
Use this command...
Cut

To do this... Cut the selected item to the clipboard. Copy the selected item to the clipboard. Paste copied item from the clipboard. Remove the selected item.

Copy Paste Delete

View menu
There are several variations of the View menu, depending on the active module.
Use this command...
Filter by Form Remove Filter Apply Filter Clear Fields Cancel (Filter)

To do this...
Display the filter buttons (this item varies according to active module). Remove filter settings (this item varies according to active module). Apply filter settings, when filter buttons are available (this item varies according to active module). Clear filter fields (this item varies according to active module). Cancel current (filter) action (this item varies according to active module).

FDM Desktop Users Guide

FDM Desktop Basics

1-7

Use this command...


Current View

To do this...
Display the following submenu (Call Report Builder only): View By Name. View call reports by their name. View By Manufacturer. View call reports by their manufacturer. View By Owner. View call reports by their owner. Show Previous Versions. View all versions of call reports. Properties. Display call report properties. When selected, displays tool bar (at the top of the window). When selected, displays the module tool bar (along the left side of the window). Display filter criteria and item list quantity (at the bottom of the window). Update the data in the active window.

Toolbar Sidebar Status Bar Refresh

Go menu
The options available from the Go menu vary according to user permissions set up in TMC.
Use this command...
Rep Manager Site Manager Call Report Builder Call Scheduler Product Manager Export Profile Manager Sync Manager Region Manager Promotion Manager Import

To open this window...


Rep Manager; see Chapter 4, Rep Manager. Site Manager; see Chapter 3, Site Manager. Call Report Builder; see Chapter 6, Call Report Builder. Call Scheduler; see Chapter 7, Call Scheduler. Product Manager; see Chapter 5, Product Manager. Export Profile Manager; see Chapter 11, Export Profile Manager. Sync Manager; see Chapter 9, Sync Manager. Region Manager; see Chapter 2, Region Manager. Promotion Manager; see Chapter 8, Promotion Manager. Import Manager; see Chapter 10, Import Manager.

1-8

FDM Desktop Basics

Tools menu
The Tools menu provides access to the following: application features that allow you to specify manufacturers and chains for your business model FDM administration features to customize the FDM Desktop user interface
Use this command...
Manufacturers

To do this...
Display the Manufacturers dialog box that allows you to add, change, and remove entries in your list of manufacturers. Display the Chains dialog box that allows you to add, change, and remove entries in your list of chains. Display the Nomenclature Items dialog box that allows you to customize the names of objects referred to in the FDM Desktop (such as module names). Display the Field Labels dialog box that allows you to customize the name of fields appearing in FDM Desktop dialog boxes.

Chains Customize Nomenclature

Customize Field Labels

Window menu
Use the Window menu to organize any open windows as follows: The Cascade command arranges open module windows for easy accessibility. Additional commands numerically identify the open module windows (Rep Manager, Site Manager, and so on). The active module is checked. You can switch to another open window by selecting the window you want to display.

Help menu
The Help menu provides access to the following: The MSP Help option, which opens PDF versions of the chapters in this guide. To view these files, make sure you have installed Adobe Acrobat Reader. The About FDM option, which displays FDM Desktop version information.

Call Report Builder menu


The Call Report Builder menu displays when the Call Report Builder module is the active window. Refer to Chapter 6, Call Report Builder for more information.
Use this command...
Make New Version Insert New Duplicate Call Report Add Question to Library Open Question Library

To do this...
Create a new version of a locked call report. Display a submenu for selecting a new Form, Question, or Product to be inserted into a call report. Duplicate the selected call report (with a new version number). Add the selected question to the Question Library. Display the Question Library.

FDM Desktop Users Guide

FDM Desktop Basics

1-9

Application tool bar


Shortcut buttons for commonly used commands such as new, save, cut, copy, and paste are available in the application tool bar.

Status bar
General status information and system messages display on the status bar, located along the bottom of the application window.

Workspace
Individual FDM Desktop modules open and display in the workspace. You can open more than one module at a time and change the module windows size.

Module window
Each module opens in a separate window within the workspace. You can open more than one module at a time.

Module tool bar


The module tool bar contains the shortcut button you need to click to start the module and to view the action buttons you can use when the module is active. The shortcut buttons are arranged into module groups. For example, when you click the Reps/Territories group, shortcut buttons for Rep Manager and Regional Manager appear. If you then click the Rep Manager shortcut button, the Rep Manager module window opens in the FDM Desktop workspace, and action buttons appear in the module tool bar.

shortcut buttons

action buttons

1-10

FDM Desktop Basics

FDM Desktop modules


FDM Desktop comprises several functional modules introduced here. For details, see the specified chapter, which describes how to use features of the module. Note For a chapter roadmap by task, see "How to Use This Guide" in the preface. There, you can find chapters ( thus desktop modules) grouped by function; for example, which chapters to read to set up the business model. Chapter 2, Region Manager. Use Region Manager to define: the hierarchical structure (typically by geographical area) of your business organization, so that you can assign customer sites and reps appropriately alternate hierarchies for chain and manufacturer organizations important to your business, so you can generate reports that contain familiar and meaningful information.

Chapter 3, Site Manager. Use Site Manager to create and maintain detailed records for the customer sites/stores your representatives visit. Chapter 4, Rep Manager. Use Rep Manager to specify details for the field representatives previously set up using TMC. You can also filter the rep list and view assigned call reports. Chapter 5, Product Manager. Use Product Manager to create a database of your companys products as individual items and as sets. Chapter 6, Call Report Builder. Use Call Report Builder to create call reports that include questionnaires and product spreadsheets your field reps need to fill out. Chapter 7, Call Scheduler. Use Call Scheduler to schedule and deploy calls to field reps. Chapter 8, Promotion Manager. Use Promotions Manager to identify products or product sets scheduled for promotion during a given time period. This information is available to field reps and is useful when completing call reports. Chapter 9, Sync Manager. Use Sync Manager to approve or reject changes to site records submitted by field reps. Chapter 10, Import Manager. Use Import Manager to load legacy data into the MSP application database managed by FDM Desktop. Chapter 11, Export Profile Manager. Use Export Manager to extract completed call report data for further analysis.

Note Chapter 12, FDM Desktop Tools describes additional features available from the Tools menu. These features allow you to specify manufacturers and chains for your business model and to customize the FDM Desktop user interface.

Using filters
FDM provides filtering options in each module to help you quickly locate and display the information you are looking for. Using the filter, you can enter search and retrieval criteria and thus restrict the results set. For example, when looking for user records, you might want to restrict the user list to users with the last name Smith. Each module chapter includes filtering details. However, some basic filtering options apply to all modules.

FDM Desktop Users Guide

FDM Desktop Basics

1-11

Wildcards
Wildcards are keyboard characters that you can use to represent zero or many characters when specifying filter criteria. In FDM, the asterisk (*) represents zero or more characters, and the underscore (_) represents a single character.

Entering dates
When engaged in tasks such as call scheduling, you need to enter date values to specify when to start activities, deadlines, and so on. You can either type the date into the field provided, or you can use the calendar function.

To enter a date manually


In the date field, type the date using the format determined by the regional settings on your system. For example, if your system is set to the MM/DD/YYYY format, enter a value like 04/15/2003.

To select a date using the calendar function


1 2 Click the browse button next to the date field to display the Calendar dialog box. Select the month and year from the lists, and then click the day.

Click OK to save the specified date setting and close the window or click Cancel to discard changes.

1-12

Customizing FDM Desktop

Customizing FDM Desktop


You can adjust FDM Desktop presentation these ways: Tailor module and field names. Apply regional settings that affect decimal number, date, and time presentation.

Changing module nomenclature and field names


If you have administrative privileges, for example, if you are a member of the Administrator permissions group, you can change the names of modules and selected fields in dialog boxes and on tabs that appear in FDM Desktop. This way, you can tailor FDM Desktop for terminology consistent with your business and familiar to your desktop users. To find out more, see Chapter 12, FDM Desktop Tools. Note If you customize module and field names, the results are visible throughout the application. That means that corresponding modules and field names in the documentation will differ from the modules and field names displayed with your installation.

Establishing regional settings


FDM supports the regional settings defined on your computer for decimal numbers, date, and time values. If you change the regional settings on your system, make sure you exit FDM Desktop and restart it to have the settings take effect. Note The FDM mobile client application and FDM PC WebClient also support regional settings.

Closing FDM Desktop


To log off from FDM Desktop
1 From the File menu, click Exit.

Click Yes to close all open windows and exit the application.

Chapter 2

Region Manager
Overview
This chapter describes how to use the Region Manager module in the MSP Field Data Module (FDM) Desktop to define the hierarchical structure of your business organization. Topics in this chapter include how to: Create and maintain your business default organizational hierarchy; you will use this hierarchy to define the relationship of sites (customers) and reps to regions so that Call Scheduler can generate and deploy calls appropriately Create and maintain alternate hierarchies for chains and manufacturers; these hierarchies provide text descriptions used in reports View hierarchy alignment exceptions so you can fix discrepancies between rep and site region assignments

Note Though this module is typically used to establish geographical structure for a business, hierarchies are not restricted to regional designations. You can specify the hierarchy in any way that appropriately represents the aspect of your business you want to model. However, to simplify the following discussion, this chapter refers to nodes in the hierarchy as regions.

The Region Manager Window


The Region Manager window is divided into two panes. The top pane contains a list of defined hierarchies. The lower pane includes three tabbed pagesRegion, Level Names, and Exceptionswhich you use to manage hierarchies.

To start Region Manager


1 2 Start and log on to FDM Desktop. On the module tool bar, click the Reps/Territories module group, and then click the Region Manager shortcut button.

2-2

The Region Manager Window

The Region Manager window displays in the workspace.


region set list

tabs

Module tool bar action buttons


Once you open Region Manager, the following action buttons appear in the module tool bar.
Use this action button... To do this...
Add a new manufacturer or chain region set to the list.

Save any changes made to the selected regional hierarchy.

Save the selected region set information and add a new set.

Cancel any changes made to the selected region set.

FDM Desktop Users Guide

The Region Manager Window

2-3

Region set list


The region set list displays existing hierarchies by name and type. Region Manager always includes the [DEFAULT] region set, which is your business organizational structure. One of the first things you need to do when creating your business model is to define the [DEFAULT] region set.

Region tab
Use the Region tab to display, define, and maintain hierarchies. You can add new regions, change existing regions, and adjust the hierarchical structure.

Region tab tool bar


Use the Region tab tool bar to add regions (hierarchy node) and adjust hierarchy structure. The following diagram describes the tool bar buttons.
move region up within the current level indent region one level create new region

decrease indent by one level

edit region name move region down within the current level

2-4

The Region Manager Window

Level Names tab


Use the Level Names tab to assign text descriptions to levels in your hierarchical structure. These descriptions can be used in reports to provide meaningful information. You can create new levels and edit existing levels.

Exceptions tab
For the [DEFAULT] region set, the Exceptions tab lists conflicts or missing relationships detected between regional and rep assignments. You can use this tab to identify exceptions, and then fix the problem manually using the appropriate FDM Desktop module. Note This tab is not available for alternate chain and manufacturer hierarchies.

FDM Desktop Users Guide

Creating Region Sets

2-5

Creating Region Sets


The Region Manager module allows you to define the following multi-level organizational hierarchies: the [DEFAULT] region set, which is reserved for your business internal structure; to schedule calls effectively, you must define this region set, and then assign customer sites and reps appropriately alternate region sets for chain and manufacturer organizations important to your business; the structure you create here allows you to incorporate meaningful information into reports.

Defining the [DEFAULT] region set


The [DEFAULT] region set defines your business organizational structure, typically by geographical area. Its best to define the [DEFAULT] region set early in development so that you can assign reps and sites to predefined nodes/regions in the hierarchy. For example, for a U.S.-based business, you can create a top-level node for each part of the country (for example, Pacific, Mountain, Central, and Atlantic). At lower levels, you can break this down further, for example, Northwest, Southwest, and so on.

To define the [DEFAULT] region set


1 2 3 In the Region Manager window, click the Region tab. Click the new region button to add a new node to the hierarchy. This opens the Enter Region Name dialog box. Type in a name for the new node. Click Add to continue adding more nodes; click Done when you are finished creating nodes for this region set.

4 5

Use the arrow buttons on the Region tab tool bar to adjust the region levels into a hierarchical structure. Click Save Region Set on the module tool bar to save your entries.

2-6

Creating Region Sets

Creating chain/manufacturer region sets


You can create and maintain additional region sets that define the organizational structure of chains and manufacturers relevant to your business. The node names in these hierarchies can be used in reports. Note Before doing this, you must first set up your chains and manufacturers as described in Chapter 12, FDM Desktop Tools.

To add region sets for chains and manufacturers


1 2 On the module tool bar, click New Region Set. The New Region Set dialog box displays. Depending on what this new region set will be used for, choose either the Manufacturer option or the Chain option.

Select the appropriate chain or manufacturer from the list, and then click OK. The new region set appears highlighted in the region set list in the top pane of the Region Manager window. On the Region tab tool bar, click the new region button to add a new node to the hierarchy. This opens the Enter Region Name dialog box. Type in a name for the new node. Click Add to continue adding more nodes; click Done when you are finished creating nodes for this region set.

4 5

6 7

Use the arrow buttons on the Region tab tool bar to adjust the region levels. Click Save Region Set on the module tool bar to save your changes, or click Save and Add New Region Set to save your changes and add a new region set.

FDM Desktop Users Guide

Changing region sets

2-7

Changing region sets


You can change region sets these ways: edit the names of nodes within a region set adjust the hierarchical structure of nodes within a set.

Changing region names


To change the name of a region
1 2 3 Select the region set you want to change. The hierarchy displays on the Region tab in the lower pane. Select the node that you want to change and click the edit region button on the Region tab tool bar. This opens the Edit Region Name dialog box. Type in the new name and then click OK.

Click Save Region Set on the module tool bar to save your changes.

Adjusting region position


To adjust region position
1 2 3 4 Select the region set you want to change. The hierarchy displays on the Region tab in the lower pane. Select the node you want to move. Use the arrow buttons on the Region tab tool bar to move the node to the appropriate hierarchical position. Click Save Region Set on the module tool bar to save your changes.

2-8

Naming Regional Levels

Naming Regional Levels


If the regional hierarchy within a set expands to multiple levels, you can create a naming convention to describe each level. For example, level 1 could be National, level 2 could be Regional, and level 3 could be Territory. You can then use these text labels in reports

Level Names tab tool bar


The following diagram describes the tool bar on the Level Names tab.
edit level new level

Creating level names


To create regional level names
1 2 3 In the Region Manager window, click the Level Names tab in the lower pane. Click the new level button on the Level Names tab tool bar. This opens the Enter Level Name dialog box. Enter a name for the first level, and then click OK.

FDM Desktop Users Guide 4

Naming Regional Levels

2-9

Repeat steps 2 and 3 until you have assigned names to each level in the regional hierarchy.

Click Save Region Set on the module tool bar to save the set, or click Save and Add Region Set to save changes to the new set and add another set.

Changing level names


To change regional level names
1 On the Level Names tab, select the regional level name you want to change, and then click the edit level button on the tool bar. This opens the Edit Level Name dialog box. Type in a new name for the selected level, and then click OK.

Click Save Region Set on the module tool bar to save your changes.

2-10

Viewing Regional Exceptions

Viewing Regional Exceptions


Once youve defined your [DEFAULT] region set, FDM tracks associations between regions, reps, and sites. If a conflict occurs, FDM generates an exception record. This can happen, for example, if a rep is assigned to one region, and a site that the same rep is assigned to is in another region. FDM Desktop displays exception notifications on the Exceptions tab. If you see exceptions, manually adjust regional assignments to fix the problem.

Note This tab displays exceptions for the [DEFAULT] region set only. FDM Desktop does not track region assignments

Chapter 3

Site Manager
Overview
This chapter describes how to use the Site Manager module of MSP Field Data Module (FDM) Desktop. The Site Manager module maintains information about the customer sites that reps visit to complete calls. This information includes, address, phone numbers, and contact information. Using Site Manager, you can make rep assignments to specific sites. Use Site Manager to perform the following tasks: Create, change, and delete site records Add, change, or view site record details including: General information (e.g., name, address, and phone number) Detailed information specific to the location Name, title, and phone number of contacts at the site Reps currently assigned to the site Manufacturer/chain regions associated with a site Authorized products for the site

3-2

The Site Manager Window

The Site Manager Window


The Site Manager window contains a site list and six tabbed pages. These module components and corresponding tool bar buttons are described in this section.

To start and log on to Site Manager


1 2 Start and log on to FDM Desktop. On the module tool bar, click the Standard module group, and then click the Site Manager shortcut button. The Site Manager window displays in the workspace.
site list

tabs

Information displayed in Site Manager can be gathered from other modules, including Rep Manager and Call Report Builder. Note Depending on the permissions for your user account (set up in the TMC), access to certain components may be limited.

FDM Desktop Users Guide

The Site Manager Window

3-3

Module tool bar action buttons


Once you open Site Manager, these action buttons appear on the module tool bar.
Use this action button... To do this...
Add a New Site to the site list.

Save any changes made to the selected site (available only when changes are made to the selected site information).

Save selected site information and add a new site (available only when changes are made to the selected site information).

Cancel any changes made to the selected site (available only when changes are made to the selected site information).

Filter the site list (based on the fields in the Site Details tab). See Filtering the site list on page 3-4.

Remove any filter setting on the site list (available only when a filter has been applied to the site list).

Site list
The site list displays general information about sites including Name, ID, City, State, Postal Code, and Region. When you start Site Manager, FDM Desktop searches the MSP application database for site information and prepares the site list.

If it takes too long to load the site list


While preparing the list, FDM Desktop displays a Loading message box that indicates progress. If you discover it takes too long for FDM Desktop to prepare and load the site list, we recommend you click Cancel to abort the load, and then run the filter to restrict entries in the site list to the ones you are interested in. To find out more about setting up filters, see page 3-4. Note After starting Site Manager, it might take a few seconds for the Loading message box to appear.

3-4

The Site Manager Window

Sorting the site list


You can sort the list by clicking one of the column headings. For example, to sort sites alphabetically by name, click the Last column heading. Click the heading a second time to see the list in reverse alphabetical order. The + and symbols represent ascending and descending sort orders and appear on the column heading that the list is currently sorted on.
sort column

Filtering the site list


Site management is made easier using filters. Sites with certain parameters display in the site list based on filtering criteria, such as site name, address, chain, and other site-specific information.

FDM Desktop Users Guide

The Site Manager Window

3-5

To find a specific site or sites


1 On the module tool bar, click Filter by Form. The site list is replaced by the filter buttons.

2 3

Enter the appropriate filter information on the General and/or Details tabs. Use the asterisk (*) or underscore (_) as wildcards, where appropriate. Click Apply Filter.
Filter Applied displays in the Site Manager window title bar when the site

list is filtered.

To clear filter criteria and list all sites


1 2 3 On the module tool bar, click Remove Filter, click Filter by Form to replace the rep list with filter buttons. Click the Clear Fields button to clear any filter criteria. Click Apply Filter to view all the sites.
Filter Applied no longer appears in the Rep Manager window title bar when

filtering is removed.

3-6

The Site Manager Window

General tab
The General tab contains site information, including the selected sites name and identification, address, region, chain, and other site-specific information. The details of the selected site are displayed in the General tab. This section describes how to add or change site details. Note The Name field is required. The information on this tab is available to field users during a connection session.

For this setting...


Name ID ID2 Code Class Type

Specify this...
Name of the site. Unique, numeric identification for the site. Secondary identification number, if any. (You can rename this field.) Store code or identifier. (You can rename this field.) Store class or identifier. (You can rename this field.) Store type. (You can rename this field.) In the drop down-list, select one of the following: Regular. Most of the sites you create are regular sites; you assign reps to them. Generic. Create generic sites for generating selfscheduling projects in Call Scheduler (see Adding a self-scheduling project on page 7-35). A generic site defines an association with a region so that any rep assigned to the region receives the call. Note If you select Generic in the drop-down list, be sure to select a region in the Region list. Address type and sites street location or delivery address. Sites city. Sites state. Sites ZIP or postal code. Sites country. Region associated with the site. Chain associated with the site.

Address/Ship To City State Postal Code Country Region Chain

FDM Desktop Users Guide

The Site Manager Window

3-7

For this setting...


Phone Fax

Specify this...
Sites phone number, including area code. Sites fax number, including area code.

Details tab
The Details tab is an extension of the General tab; use it to add further detail to the site record. Making use of FDM Desktops user-definable fields, use this tab to collect specific information about sites serviced by your company.

For this setting...


Hours Latitude Longitude Notes Frequency Ranking

Specify this...
Sites business hours Sites latitude coordinate. Sites longitude coordinate. Notes or comments. Text that specifies how often this site is visited. An integer that indicates a site rating.

3-8

The Site Manager Window

Contacts tab
The Contacts tab lists the contacts for the site. You can create and change contacts. Once you create contacts, the Set as Default button is available so that you can establish a preferred contact for the site. After you select a default contact, the button label changes to Remove as Default. See Creating and Maintaining Contact Information on page 3-11 for more information.

Reps Assigned to Site tab


The Reps Assigned to Site tab lists the reps for the site. You can set the default reps for the selected site on this tab. Once you assign reps to the site, the Set as Default button is available. After you select a default rep, the button label changes to Remove as Default. See Managing Rep Assignments on page 3-14 for more information.

Note You can assign multiple reps to a single site, but only one default rep for each site.

FDM Desktop Users Guide

The Site Manager Window

3-9

Manufacturer\Chain Region tab


The Manufacturer\Chain Region tab lists and identifies regional territory divisions specific to the manufacturer or chain associated with the site. These regions identify territory assignments used by manufacturers or chains that do not correspond to your companys [DEFAULT] regional structure. See Chapter 2, Region Manager for more information.

Authorized Products tab


The tab lists the products authorized for sale at the selected site.

3-10

Creating and Maintaining Site Records

Creating and Maintaining Site Records


The Site Manager module allows you to create detailed and comprehensive records for the sites your company services. The amount of detail required to create a site record, however, depends on your companys requirements.

Creating site records


To add a new site
1 2 On the module tool bar, click New Site. A New Site entry appears in the site list, and an ID number automatically displays. Complete the entries on the General and Details tabs as required. See General tab on page 3-6 and Details tab on page 3-7 for more information. Note If you want to use this site for self-scheduling calls, be sure to select Generic in the Type drop-down list and specify the region for the site in the Region list. 3 4 5 6 Add new contact information as needed. See Creating and Maintaining Contact Information on page 3-11 for more information. Assign reps to this new site, as appropriate. See Assigning reps to a site on page 3-15 for more information. Assign manufacturer or chain region settings, if necessary. See Manufacturer/ Chain Region Assignments on page 3-17. Do one of the following: Click Save Site on the module tool bar to save the site information. Click Save and Add Site to save the site information and add another new site.

Changing sites
To change site details
1 2 3 In the Site Manager window, select a site from the site list. Make the appropriate changes on the associated tabs. Click Save Site on the module tool bar to save the site information.

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Removing site records


To remove a site
1 2 In the Site Manager window, select the appropriate site from the site list. Click the delete button on the application tool bar to delete the site. A message displays prompting you to confirm your actions.

Click Yes to delete the selected site. Note If there are any outstanding calls assigned to the site, the calls must be reassigned before the site can be deleted. If you attempt to delete a call without reassigning it, a message box appears; click OK, and see Chapter 7, Call Scheduler for more information.

Creating and Maintaining Contact Information


Contacts are people associated with a particular site, and can include store managers and sales representatives. You can create, remove, and change contacts for a selected site.

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Creating and Maintaining Contact Information

This tab lists the contacts first name, last name, title, and phone number. Opening the contact displays additional contact information. All of this information is available to field users when they connect to the MSP server (if authorized to do so, field users can update this information). You can set a contact as the default contact for the selected site. The default contact displays at the top of the Contacts list; an icon appears to the left of the entry.

Adding contacts
You can assign multiple contacts to a site.

To add a contact to a site


1 2 On the Contacts tab, click New. The New Contact dialog box displays. In the Name area, select the appropriate salutation and enter first, middle, and last names in the text boxes.

Enter the contacts job title, phone number (including the area code), e-mail address, working hours, an any notes or comments in the appropriate text boxes, as necessary. Click OK to save the information, close the window and display the contact in the contacts list. Click Save Site on the module tool bar to save the contact information for this site.

4 5

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Setting a default contact


The Set as Default button on the Contacts tab allows you to specify the preferred contact for the selected site; this button is available after you create the first contact. After you select a default contact, the button label changes to Remove as Default.

To set a default contact


1 2 On the Contacts tab, select the contact to set as the default contact. Click the Set as Default button. An icon appears to the left of the default contact name, and the Set as Default button label changes to Remove as Default.

To remove a default contact


1 2 On the Contacts tab, select the contact to remove as the default. Click Remove as Default; the icon to the left of the contact name, indicating it was the default contact, is removed. The Remove as Default button label changes to Set as Default.

The contact is no longer the default contact.

Changing contact information


To change contact information
1 2 On the Contacts tab, select the contact to be change. Click Open to display the Open Contact dialog box.

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Managing Rep Assignments 3

Change the contacts information, as necessary, and click OK.

Click Save Site on the module tool bar to save the contact information for this site.

Removing contacts
To remove a contact
1 2 On the Contacts tab, select the contact to remove. Click the delete button on the application tool bar to remove the contact (after verification).

Managing Rep Assignments


The Reps Assigned to Site tab allows you to assign reps to sites and lists the reps that are currently assigned to the selected site. Additionally, if a rep has primary responsibilities for the selected site, you can set the rep as the default rep for the site. Each site can only have one default rep. Note Reps are created and maintained in the Rep Manager module.

Any changes you make to the rep-site assignments are reflected in the Rep Manager module once you open or refresh that module. Note Make sure you save changes so other users can see the updated information.

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Assigning reps to a site


To assign reps to a site
1 2 3 In the Site Manager window, select a site from the site list. Click the Reps Assigned to Site tab. Click Assign to display the Filter Reps dialog box. Apply the necessary filter to limit the Rep list, and then click Apply Filter. See Filtering the rep list on page 3-17 for more information. In the Select Reps dialog box, click Filter to further limit the rep list or click Remove Filter to view all available reps. Select the rep(s) to assign to the site and click Add to add a rep, or click Add All to add all available reps.

4 5

6 7 8

To remove reps from the Selected Reps pane, select the reps and click Remove, or click Remove All to remove all reps. Click OK to close the Select Reps dialog box. Click Save Site on the module tool bar to save changes, or click Cancel Changes to discard changes.

Removing rep assignments


To unassign reps
1 2 3 In the Site Manager window, select the rep in the site list, and then click the Reps Assigned to Site tab. Select the reps to unassign from the site, and click Unassign to unassign the selected reps. Click Save Site on the module tool bar to save the site information.

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Managing Rep Assignments

Setting a default rep for a site


To set a rep as default
1 2 In the Site Manager window, select the site in the site list, and then click the Reps Assigned to Site tab. Select the rep to set as the default rep for the site, and then click Set as Default to make the selected rep the default rep for the site. An icon indicates the rep is the default, shown below. The Set as Default button label changes to Remove as Default.

Click Save Site on the module tool bar to save the site information

To remove a rep as default for a site


1 2 In the Site Manager window, select the site in the site list, and then click the Reps Assigned to Sites tab. Select the default rep (indicated with an icon), and then click Remove as Default. The rep remains assigned to the site and the Remove as Default button label changes to Set as Default.

Click Save Site on the module tool bar to save the site information.

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Filtering the rep list


To filter the rep list
The Filter Reps dialog box has two tabs. The General tab lists common rep information; the Details tab lists e-mail and other user type information. 1 2 On the Reps Assigned to Site tab, click Assign to display the Filter Reps dialog box. Enter the filter information on the General and Details tabs. For example, on the General tab, select a region from the Region list. This displays all the reps that belong to the selected region.

Click Apply Filter. Use the asterisk (*) or underscore (_) as wildcards, where appropriate.

To remove the filter and list all reps


1 2 Click Clear Fields to clear any filter criteria. Click Apply Filter to view all the reps.

Manufacturer/Chain Region Assignments


Manufacturers and chains often have territory divisions based on their own internal business models. Often, this structure varies from the regional hierarchy used by your own company. To provide reports that meet the needs of chains and manufacturers that your company services, FDM allows you to create regional hierarchy sets that represent the territory divisions of chains or manufacturers. You can then use these regional sets to associate manufacturer or chain regions to sites, and other FDM resources. For detailed information about regions and regional sets, see Chapter 2, Region Manager. Note You cannot assign manufacturer or chain regions to a site until you set up manufacturer and chain region sets in Region Manager. See Creating chain/manufacturer region sets on page 2-6.

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Manufacturer/Chain Region Assignments

To assign a manufacturers region to a site


1 2 3 4 In the Site Manager window, select a site from the site list. Click the Manufacturer/Chain Regions tab. Manufacturers associated with products authorized at the selected site appear in the rightmost pane. Select a manufacturer from the list and then click the Assign button. The Manufacturer Regions dialog box displays. Select the manufacturers region associated with the selected site.

Click OK to return to Site Manager.

To assign a chains region to a site


1 2 3 In the Site Manager window, select a site from the site list. Select the Manufacturer/Chain Region tab. Chains associated with the select site appear in the leftmost pane. Select a chain from the list and then click the Assign button. The Chain Regions dialog box displays.

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3-19

Select the chain region associated with the selected site.

Click OK to return to the Site Manager window.

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Manufacturer/Chain Region Assignments

Chapter 4

Rep Manager
Overview
This chapter describes how to use the Rep Manager module in the MSP Field Data Module (FDM) Desktop It allows you to manage detailed profile records for your field personnel, including information such as: name, address, phone numbers, assigned sites, and assigned calls. Using Rep Manager, you can: Add and update detailed information about reps Manage rep site assignments Manage rep call assignments

Note You cannot create reps in FDM Desktop. You must use the Thinque Management Console (TMC) to first create FDM users and then to designate which users are reps. To find out more, see Chapter 1, Getting Started in this book, and consult the TMC Administrators Guide for detailed procedures.

The Rep Manager Window


The Rep Manager window contains a rep list and four tabs. These module components and corresponding tool bar buttons are described in this section.

To start Rep Manager


1 2 Start and log on to FDM Desktop. On the module tool bar, click the Reps/Territories module group, and then click the Rep Manager shortcut button.

4-2

The Rep Manager Window

The Rep Manager window displays in the workspace.


rep list

tabs

Much of the information displayed in Rep Manager is gathered from other modules, including Site Manager and Call Report Builder.

Module tool bar action buttons


Once you open Rep Manager, these action buttons appear in the module tool bar.
Use this action button... To do this...
Save any changes made (available only after changes are made).

Cancel any changes made (available only when changes are made).

Filter the rep list based on the fields in the Rep Details tab. See Filtering the rep list on page 4-3 for more information.

Remove any filter setting on the rep list (available only when a filter has been applied to the rep list).

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4-3

Rep list
The rep list displays summary information about each rep including Last name, First name, Username, User Type, Phone, Postal Code, State, and Region.

To sort the rep list


You can sort the list by clicking one of the column headings. For example, to sort reps alphabetically by last name, click the Last column heading. Click the heading a second time to see the list in reverse alphabetical order. The + and - symbols represent ascending and descending sort orders and appear on the column heading that the list is currently sorted on.
sort column

There are four tabs in the Rep Manager window: General, Details, Sites Assigned to Rep, and Calls Assigned to Rep.

Filtering the rep list


Rep management is made easier using filters. Reps with certain parameters are displayed in the rep list based on filter criteria, such as rep name, address, region, and other rep-specific information.

4-4

The Rep Manager Window

To filter the rep list or find a specific rep


1 On the module tool bar, click Filter by Form. The rep list is replaced by filter buttons.

2 3

Enter the appropriate filter information on the General and Details tabs. Use the asterisk (*) or underscore (_) as wildcards, where appropriate. Click Apply Filter.
Filter Applied appears in the Rep Manager window title bar when the rep

list is filtered. The filter criteria also appears on the status bar.

To remove filter and show all reps


1 2 3 On the module tool bar, click Remove Filter or click Filter by Form to replace the rep list with filter buttons. Click Clear Fields to clear any filter criteria. Click Apply Filter to view all the reps.
Filter Applied is removed from the Rep Manager window title bar when

filtering is removed.

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4-5

General tab
The General tab contains rep information, including the selected reps name, address, phone numbers, region, and supervisory role.

For this setting...


First/Middle/Last Is Supervisor Supervisor Address City/State/Postal Code Country Region Title SSN ID Phone Mobile Fax Pager

Specify this...
Reps first, middle, and last names If the user is a supervisor. Supervisors name. Reps home address. City, state, and postal code of the reps home address. Reps country of residence. Region the rep is responsible for. Job title of the rep. Reps social security number. Reps identification number. Reps phone number. Reps mobile phone number. Reps fax number. Reps pager number.

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The Rep Manager Window

Details tab
The Details tab is an extension of the General tab and is used to add further detail to the rep user account, for example, e-mail address. Making use of FDM Desktops user-definable fields, use this tab to collect information specific to your business operation.

For this setting...


Username User Type Mail Notes Active?

Specify this...
Reps user name. This field is disabled. Reps type, e.g., Administrator, Desktop User, Handheld, or IVR. This field is disabled. Reps e-mail address. Any notes for the rep. Whether the rep is currently an active employee. Select one of the following from the list: None Vacation Sick Terminated Other Whether the rep is currently employed full time. Skill level of the rep. This is compared with the skill level necessary to complete a particular call report. Hire date for the rep. Termination date for the rep. Starting date for the reps vacation. Ending date for the reps vacation.

Full Time Skill Date Hired Date Terminated Vacation Starts Vacation Ends

Note After setting rep details, refresh the rep list (press F5).

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Changing Rep Records

4-7

Sites Assigned to Rep tab


Use the Sites Assigned to Rep tab to view and maintain the list of sites assigned to the selected rep. You can assign the rep as the default rep for the selected site using the Set as Default button. For more detailed information about how to use this tab, see Managing Site Assignments on page 4-8.

Note You can assign a rep as the default rep for multiple sites, but only one rep can be the default for a specific site. See Assigning default reps on page 4-10 for information.

Calls Assigned to Rep tab


The Calls Assigned to Rep tab lists the calls currently assigned to the selected rep. It also allows you to open calls, and to filter the list of calls. For more detailed information about how to use this tab, see Managing Call Assignments on page 4-10.

Note Calls are assigned in the Call Scheduler module.

Changing Rep Records


You can update or add information to rep records at any time.

To change rep information


1 2 3 Select a rep from the rep list. Make changes, as necessary, to fields on the appropriate tabs. On the module tool bar, click Save.

4-8

Removing Reps

Removing Reps
You cannot remove reps using Rep Manager. Instead, use the TMC; you must have administrator privileges. For more information, consult the TMC Administrators Guide.

Managing Site Assignments


Reps are responsible for completing call reports at specific sites. Using the Sites Assigned to Rep tab, you can assign sites to reps. You create and maintain sites in Site Manager. See Chapter 3, Site Manager for further information. Sites already assigned to the selected rep appear on the Sites Assigned to Rep tab. You can assign additional sites to them, or unassign them. Additionally, if a rep has primary responsibilities for one or more sites, you can set these sites as default sites for the rep, indicated by an icon.

Assigning sites
To assign sites to a rep
1 2 Select a rep from the rep list and then click the Sites Assigned to Rep tab. Click the Assign button. The Filter Sites dialog box displays.

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Managing Site Assignments

4-9

Apply the necessary filters, if any, to limit the Site list, and then click Apply Filter.

In the Assign Sites dialog box, click Filter to limit the site list further, or click Remove Filter to view all the available sites.

5 6 7

Select the site(s) to assign to the selected rep and then click Add, or click Add All to add all available sites. Click OK to close the Assign Sites dialog box. Click Save Rep to save changes, or click Cancel Changes to discard changes.

Unassigning sites
To unassign sites
1 2 3 Select a rep from the rep list and then click the Sites Assigned to Rep tab. Select the site assignment(s) to remove from the rep, and then click Unassign. Click Save Rep to save changes, or click Cancel Changes to discard changes.

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Managing Call Assignments

Assigning default reps


A default rep is a rep that FDM automatically chooses for a specific site in the absence of a specified alternative. You can assign a rep to multiple sites as the default rep, but only one rep can be the default for a particular site.

To assign a default rep


1 2 Select a rep from the rep list and then click the Sites Assigned to Rep tab. Select the sites to assign this rep to as the default rep and then click Set as Default. An icon indicates the site as the default, and the Set as Default button label changes to Remove as Default.

To remove a site as default for a rep


1 2 Select a rep from the rep list and then click the Sites Assigned to Rep tab. Select the default site (indicated with an icon) and then click Remove as Default. The site remains assigned to the rep and the Remove as Default button label changes to Set as Default.

Managing Call Assignments


You assign calls to reps in Call Scheduler (see Chapter 7, Call Scheduler for further details). Use the Calls Assigned to Rep tab to display calls assigned to a selected rep and to view the call details.

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Filtering the call list


The Show Calls options allow you to filter calls displayed in the Calls list. Changing Choose this option...
Today This Week (Sun - Sat) Anytime Between

To display calls for...


Today (the current day according to the computer running FDM Desktop). This week (Sunday through Saturday). All past and present calls. A selected time-period. Enter start and end dates in the boxes, or click the browse button (...) to specify dates using the Calendar dialog box.

Changing call details


Note You cannot change a call if its status is Deployed, Downloaded, Complete, In Process or Declared Complete; however, you can change a calls status from Deployed to Under Review. You can only change calls that have a status equal to Under Review.

To change an assigned call


1 Select the call to change from the list of assigned scheduled calls, and then click Open to display the Open Call dialog box. This dialog box contains scheduling information set in Call Scheduler. Any changes you make here are reflected in Call Scheduler once you open or refresh that module. See Chapter 7, Call Scheduler, for information. 2 Make changes to the open call, as necessary. To change the site, select a site from the Site list or click the browse button (...) to display the Filter Sites dialog box. To change the rep, select a rep from the Rep list. To change the download date, enter a new date in the box or click the browse button (...) to change the date using the Calendar dialog box.

Note If you change the download date, you may also need to change the start date.

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Managing Call Assignments 3

Click OK to change the call and return to the Calls Assigned to Rep tab. The tab refreshes to display the updated call information.

Chapter 5

Product Manager
Overview
This chapter describes how to use the Product Manager module of the MSP Field Data Module (FDM) Desktop. Product Manager allows you to maintain detailed product information and to organize products into product sets. You can do the following: Add, change, and remove products Add, change, and remove product sets

The Product Manager Window


The Product Manager window contains a product list, two main tabs, and four subtabs. These module components and corresponding tool bar buttons are described in this section.

To start Product Manager


1 2 Start and log on to FDM Desktop. On the module tool bar, click the Standard module group, and then click the Product Manager shortcut button.

5-2

The Product Manager Window

The Product Manager window displays in the workspace.


product list

tabs

Module tool bar action buttons


When you open Product Manager, different buttons appear on the module tool bar, depending on the tab you selecteither the Products tab or the Product Sets tab.

Products tab
Use this action button... To do this...
Create a new product.

Save any changes you make to a product.

Save product information and add a new product (available only when you make changes).

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5-3

Use this action button...

To do this...
Cancel any changes you make (available only when you make changes).

Filter the product list.

Remove any filter setting on the product list (available only when a filter has been applied to the product list).

Product Sets tab


Use this action button... To do this...
Create a new product set.

Save any changes you make to a product set.

Save product set information and add a new product set (available only when you make changes).

Cancel any changes you make (available only when you make changes).

5-4

The Product Manager Window

Products tab
Product list
The product list displays summary information about each product. It lists the following: Name, Manufacturer, Part Number UPC, SKU, Size, Weight, Unit, and Category.

To sort the product list


You can sort the product list by clicking one of the column headings. For example, to sort products alphabetically by product name, click the Product Name column heading. Click the heading a second time to see the list in reverse alphabetical order. The + and - symbols represent ascending and descending sort orders and appear on the column heading that the list is currently sorted on.
sort column

When you click the Products tab in the Product Manager window, four tabs display at the bottom of the window: General, Chain Attributes, Site Attributes, and Assigned.

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5-5

General tab
The General tab contains product information, including the product name, part number, manufacturer, identification numbers and product specifications.

For this setting...


Name Part Number Manufacturer UPC SKU Category Weight Size Unit of Measure

Specify this...
Name of the product. Part number associated with the product. Products manufacturer. Universal parcel code for the product. Stock-keeping unit for the product. Product category. Weight of the product. Relative or proportionate dimension of the product. Products unit of measure, i.e., each, unit, case, etc.

Chain Attributes tab


The Chain Attributes tab allows the user to create and change chains that are associated with particular products. The Authorize/Unauthorize button changes the status for each chain by product. For more information on how to set up the chain attributes see page 5-12.

5-6

The Product Manager Window

Site Attributes tab


The Site Attributes tab allows the user to authorize products to sites regardless of chain authorization properties. Site Attribute properties take precedence over Chain Attributes. The Authorize/Unauthorize button changes the status for each Site by product. For more information on how to set up the site attributes, see page 5-14.

Assigned tab
The Assigned tab allows you to add or remove products to and from product sets.

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Product Sets tab


The Product Sets tab contains three panes: Product Set Name, Selected Products, and Available Products.
product set list

selected products

available products

The Product Set Name pane, located in the top portion of the tab, displays all product sets. The Selected Products pane, located in the bottom-left corner of the tab, displays the products from within a product set. The Available Products pane, located in the bottom-right corner of the tab, displays products the user can add to a product set.

Managing Products
A product is an item that users audit. Products can be independent of product sets; however, before you can create product sets, you must first add products. Using Product Manager, you can create, change, or remove products from the list of products.

5-8

Managing Products

Adding products
To add a product
1 2 Click New Product on the module tool bar to display the New Product dialog box. Enter the appropriate data on the General tab. See General tab on page 5-5 for more information.

Do the following for the new product, if necessary: Assign chain attributes to this new site. See Adding products to chains on page 5-12 for more information. Assign site attributes to this new site. See Assigning products to sites on page 5-14 for more information. Assign the product to a product set. See Assigning products to product sets on page 5-15 for more information.

Click Save Product to add the product or Save and Add Product to add another product.

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Changing products
To change a product
1 2 Select the appropriate product from the list of products. Change product attributes on the General, Chain Attributes, Site Attributes, and Assigned tabs, if necessary.

Click Save Product to save changes, or Cancel Changes to discard changes.

Removing products
To remove a product
1 2 3 Select the appropriate product from the product list. On the Assigned tab, remove the selected product sets assigned to the product. Click the delete button, or press the Delete key to remove the product. A message displays prompting you to confirm your actions.

5-10

Managing Products Sets

Managing Products Sets


A product set is a group of products; they allow you to organize products into groups for more efficient product administration. You can assign products to multiple product sets. The Product Set tab contains three areas: the Product Set Name list, the Selected Products pane (on the left), and the Available Products pane (on the right).

Adding products sets


To create a product set
1 2 3 Click the Product Sets tab. Click New Product Set on the module tool bar. Enter a product set name in the Name box.

In the Available Products pane, select the product(s) to add to the new product set. Filter the list of Available Products using the Product Filter button, if necessary, or select a product set from the list. See page 5-18 for more information. If you select a product set from the list, you can view only those products within an existing product set. Click Add to add the selected product(s), or click Add All to add all the products displayed in the Available products pane to the Selected Products pane. Click Remove to remove products, or click Remove All to remove all products from the Selected Products pane. Adjust the following settings for the new product set, if necessary: In the Selected Products group, select a product and click the up and down arrows to arrange the order of the products or product separators in the product set. Click to display the Product Set separator dialog box. A product separator can be used to organize or categorize the products within a set.

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Managing Products Sets

5-11

Enter a name for the product set separator.

b c 8

Click OK to save the product set separator. Click to sort ascending the Selected Products list.

Note The sort ascending feature sorts products and product separators alphabetically. Click Save Product Set or Save and Add Product Set to save the new product set, or click Cancel Changes to discard changes.

Changing products sets


To change a product set
1 2 Select the product set from the Product Set Name list. Make the appropriate changes to the product set. See Adding products sets on page 5-10 for details.

Click Save Product Set on the module tool bar to save the product set, or click Cancel Changes to discard changes.

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Assigning Products to Chains, Sites, and Product Sets

Removing products sets


To remove a product set
1 2 3 4 5 Select the product set to remove from the Product Set Name list. Click Remove All to remove all products from the product set. Select the product set again. Click the delete button or press the Delete key to remove the product set. A message displays prompting you to confirm your actions; click Yes.

Assigning Products to Chains, Sites, and Product Sets


Adding products to chains
You can quickly assign products to an entire chain on the Chain Attributes tab when you click the Products tab in Product Manager. You can authorize or unauthorize them for a particular chain.

To add a product to a specific chain


1 Click the Chain Attributes tab.

Click New to display the Product Attributes (Chain) dialog box.

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Assigning Products to Chains, Sites, and Product Sets

5-13

Either select a chain from the list, or click the browse button (...) to display the Select a Chain dialog box.

Select the chain in the list and click Select to return to the Product Attributes (Chain) dialog box.

4 5

Enter the chain ID. Select a Status for the product. An authorized product displays on the client device when the authorized only function for the call report is selected; an unauthorized product does not display. Click OK. Click Save Product on the module tool bar to save changes, or click Cancel Changes to discard changes.

6 7

5-14

Assigning Products to Chains, Sites, and Product Sets

Assigning products to sites


You can assign products to sites.

To assign a site
1 Click the Site Attributes tab.

2 3

Click New to display the Product Attributes (Site) dialog box. Select a site from the list or click the browse button (...) to display the Filter Sites dialog box. Click Apply Filter and select a site from the Select Site dialog box. See page 5-17 for more information.

4 5

Enter the product ID. Select a Status for the product. An authorized product displays on the client device when the authorized only function for the call report is selected; an unauthorized product does not display. The (Default to Chain) status adds the chain attributes to the site attributes Note Site attributes take precedence over chain attributes. Click OK. Click Save Product to save changes, or click Cancel Changes to discard changes.

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Using Filters

5-15

Assigning products to product sets


You can assign products to product sets.

To assign a product to a product set


1 2 3 4 Select a product from the product list and then click the Assigned tab. Select available product set(s). Click Add to add the product or Add All to add all the products displayed in the Available Product Sets pane to the Selected Product Sets pane. Click Save Product to save changes, or click Cancel Changes to discard changes

Using Filters
Filters make managing the product and product set lists easier. Parameters display in each list based on filtering criteria, such as rep name, address, region, and other specific information.

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Using Filters

Filter By FormProducts tab


To filter the product list
1 2 Click the Products tab. Click Filter by Form on the module tool bar; filter buttons replace the product list.

Enter the appropriate filter information on the General and/or Site/Chain Filter tabs and click Apply Filter. Use the asterisk (*) or underscore (_) as wildcards, where appropriate.

Filter Applied appears in the Product Manager window title bar when the project list is filtered. The filter criteria is also visible on the status bar at the bottom of the module.

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Using Filters

5-17

Filtering by sites
To filter by sites
1 2 3 4 On the Products tab, click the Site Attributes tab. Click New to display the Product Attributes (Site) dialog box. Click the browse button (...) to display the Filter Sites dialog box. Enter the appropriate filter information on the General or Details tabs. As an example, on the General tab, select a region from the Region list. Only the sites that belong to the selected region display. Use the asterisk (*) or underscore (_) as wildcard where appropriate.

Click Apply Filter to display the Select Site dialog box, or click Clear Fields to clear any filter criteria, and click Apply Filter to view all the sites.

Click Filter to further define the Available Sites list, or click Remove Filter to display all available sites.

5-18

Using Filters 7 8 9

Click Add to add selected site(s) in the Available Sites pane to the Selected Site pane. Click Remove to move selected site(s) from the Selected Site pane to the Available Sites pane. Click OK to save changes, or click Cancel to discard changes.

Removing filters
To remove filter criteria and list all reps
1 2 3 Click Remove Filter on the module tool bar, or click Filter by Form to replace the product list with filter buttons. Click Clear Fields to clear any filter criteria. Click Apply Filter to view all the reps.
Filter Applied is removed from the Product Manager window title bar when filtering is removed.

Filter by ProductProduct Set tab


The Filter by Product dialog box has two tabs. The General tab lists common rep information. The Site/Chain Filter tab lists chain and store attributes.

To filter products
1 2 From the Product Sets tab, click Product Filter to display the Filter by Product dialog box. Enter the appropriate filter information on the General and/or Site/Chain Filter tabs. As an example, on the General tab, select a manufacturer from the Manufacturer list. Only the products that belong to the selected manufacturer display. Use the asterisk (*) or underscore (_) as wildcards, where appropriate.

Click Apply Filter to filter the Available Products pane; or click Clear Fields and then Apply Filter to clear any filter criteria and view all available products.

Chapter 6

Call Report Builder


Overview
This chapter describes how to use the Call Report Builder module of MSP Field Data Module (FDM) Desktop. It allows you to create call reports that contain instructions, surveys, and product questions for reps using handheld devices, mobile PCs with a Web browser, or IVR systems in the field. Later you can schedule calls using the Call Scheduler module (see Chapter 7, Call Scheduler). Use Call Report Builder to perform the following tasks. Create and maintain call reports Add questions, products, and instructions Change questions, products, and instructions Explore question types Manage question libraries

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The Call Report Builder window

The Call Report Builder window


Call Report Builder adds a menu to the FDM Desktop menu bar. The window is divided into three panes. The menu, tool bar buttons, and panes are described in this section.

To start Call Report Builder


1 2 Start and log on to FDM Desktop. Click the Calls/Scheduling module group, and then click the Call Report Builder shortcut button. The Call Report Builder window displays in the workspace.
added menu forms pane

call reports pane

contents pane

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The Call Report Builder window

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Additions to the menu bar


The Call Report Builder module adds View commands and the Call Report Builder menu to the FDM Desktop main menu bar.

View menu

Use this command... Current View > View By Name Current View> View By Manufacturer Current View > View By Owner Show Previous Versions

To do this...
View call reports by their name. View call reports by manufacturer. View call reports by owner. Display all versions of call reports; see Making new call report versions on page 6-53 to find out more about versions. View the properties of the selected call report or form.

Properties

Call Report Builder menu

Use this command...


Make New Version Insert New > Form Insert New > Question Insert New > Products Duplicate Call Report

To do this...
Make a new version of the selected call report (available only when a call report is locked). Insert a new form into the selected call report. Insert a new question into the selected form. Insert a new product into the selected call report. Make a copy of the selected call report.

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The Call Report Builder window

Use this command...


Add Question to Library

To do this...
Add the selected question to the question library (available when a question is selected); see Question library on page 6-48 to find out more about the question library. Open the question library; see Question library on page 6-48 to find out more about the question library.

Open Question Library

Panes
There are three panes in the Call Report Builder window: the call reports pane, the forms pane, and the contents pane. When you select a call report in the call reports pane, corresponding forms display in the forms pane. When you select a form in the forms pane, corresponding questions, products, and instructions display in the contents pane.
forms pane

call reports pane

contents pane

Call reports pane


This pane contains a directory of all call reports. You view call reports according to owner, manufacturer, or name by using the View commands. Click the + or - buttons to expand or collapse the directory hierarchy.

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Forms pane
The forms pane displays the forms contained in the selected call report, and contains a tool bar illustrated here.
move form down show form properties

move form up

insert new form

Contents pane
The contents pane varies according to the selected form. If you select a survey form, corresponding questions display in this pane. If you select a grid form, either products or questions display in this pane, depending on the Products or Questions folder selected in the forms pane. If you select an instructions form, the corresponding instructional text for the field rep displays in this pane. When you select a survey form or the Questions folder for a grid form, the contents pane contains the tool bar illustrated here.

insert new question move question up move question down

open question open question library add question to library

question required

When you select the Products folder for a grid form, the contents pane contains the tool bar illustrated here.

product required move product up

open question show/hide available products

move product down

sort products

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The Call Report Builder window

When you select an instructions form, the contents pane contains the tool bar illustrated here.

preview HTML

load file

Module tool bar action buttons


Once you open Call Report Builder, these action buttons appear in the module tool bar.
Use this action button... To do this...
Display the New Call Report dialog box to add a call report.

Display the Properties dialog box containing call report properties.

Save the call report (available only when changes are made).

Cancel any changes made to the selected call report (available only when changes are made).

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Understanding Call Reports

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Understanding Call Reports


To use Call Report Builder to its full potential, you need to understand the types of call report forms, their individual makeup, and the steps necessary to create and deploy a call report.

Call report forms


A call report is made up of one or more forms, and is the template for calls that FDM generates for field reps. Reps complete the calls in the field by filling out the forms comprising the associated call report any of these ways: using a handheld device running the FDM CE client application, using a mobile PC running FDM PC WebClient, or by telephone using the MSP IVR system. FDM provides a number of different form types to accommodate the creation of call reports. Forms contain the questions the home office needs answered, or instructions for answering questions. FDM supports: survey forms grid forms late-binding grid forms instructions forms

Note Handheld devices and the FDM PC WebClient support all call report forms; however, IVR systems support survey forms only.

Survey form
The survey form is a question-and-answer style form, and is useful if the home office wants to obtain statistical data from reps. If you are creating a call report for use in an IVR system, you can only use this type of form.

Grid form
The grid form is a data-entry style form for multiple products, similar to a spreadsheet. The field rep answers each question for each product listed in the grid. For example, you might ask these kinds of questions in a grid form: How many items were on the shelf? How many items were on the POP (Point of Purchase) Display? How many items were in the stockroom?

Late-binding grid form


The late-binding grid form is a data-entry style form associated with a given product set. Like the grid form, you create questions for multiple products. However, rather than specifying individual products, you specify product sets. This provides a level of flexibility not available with a regular grid form. With the regular grid form, once you associate products with the form and deploy the call report, you cannot make changes to the products. With the late-binding grid form, you can make changes to the product set at any time; if the call report has not been

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accessed by the client, the products associated with the call report are updated accordingly.

Instructions form
The instructions form is an HTML text-based form in which you specify detailed instructions. For example, you might include the following instructions:
Make sure you create 2 POP Displays for the products.

Field reps do not respond to instructions forms. Like the late-binding grid form, you can change an instructions form until the field rep accesses the form.

Call report specification workflow


To implement a call report, you need to: Create the call report record Assess who the users are and what questions you need to ask Create the forms Prepare the call report for deployment

Step 1 - Create the call report record


The call report record contains general information about the call report, such as owner, and status. Once you create a call report record, an entry displays in the call reports pane, and you can add forms to the record.

Step 2 Assess users and question types


A crucial step when developing a call report is determining who will be completing the report and what type of questions should be asked. For example, IVR users can only respond to survey type questions with date, time, choice, currency, and other types of numeric answers. Therefore, if the call report is strictly for IVR users, you must use a survey form.

Step 3 - Create the forms


Once you have determined the types of forms to create, you can insert forms into the call report, construct questions either from scratch or by selecting them from the question library, and for grid forms, add product associations.

Step 4 Prepare the call report for deployment


The final step when creating a call report is changing its status from Edit to Ready. Once you declare the call report Ready, you can deploy it to reps in the field using Call Scheduler (see Chapter 7, Call Scheduler).

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Building Call Reports


The following sections describe how to create a call report. Note Only FDM administrators, regional users, and desktop users with Read/Write access can create call reports.

Creating the call report record


To create a call report
1 Click New Call Report on the module tool bar to display the New Call Report dialog box.

Specify the following details.


For this setting...
Name Manufacturer

Do this...
Replace the default name, New Call Report, with the appropriate name for this call report. Select the manufacturer for this call report from the list, or select the browse button (...) to open the Select a Manufacturer dialog box (described in Chapter 12, FDM Desktop Tools). Select the owner of the call report from the list (field users are not owners of call reports). Select the status of the call report from the list: Editing indicates that the call report is under construction. Ready indicates that the call report is complete and ready for deployment. It can still be changed, if necessary, by changing the status to Editing. If required, select the region to associate with the call report.

Owner Status

Region

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For this setting...


IVR Enabled Signature Required

Do this...
Check this box if survey forms in the call report will be used with IVR. Check this box if a signature is required; it automatically adds a Signature form to the call report, with the indicated signature caption (set using the Signature Caption field, described below). Enter the expected amount of time to complete the call report. This field specifies the text that displays under the signature area on client device. Check this box if you want to download a script with this call report. If so, specify the script file to download using the Manage Scripts button. To find out more, see About using scripts with call reports in the next section.

Time Estimate Signature Caption Scripting Enabled

Do one of the following: Click OK to add the call report. This creates the empty call report record. Its version number is one and its status is Editing. Click Cancel to discard changes and close the New Call Report dialog box.

4 5

Add forms to the call report as described in Inserting survey forms on page 6-12. Click the Save Call Report button on the module tool bar regularly to save your work.

About using scripts with call reports


When creating call reports, you can attach a Visual Basic script that provides enhanced forms control in the field, for example, data entry validation and datadriven movement between forms. This means you need to specify what script to download with the call report.

If you distribute call reports to multiple client types


You can attach multiple scripts to a call report, depending on the type of client the call report is sent to. For example, if you want to use a call report to generate calls for both handheld and FDM PC WebClient users, you can attach an appropriate script for each client type to the same call report rather than creating multiple call reports. You attach and manage scripts in the Manage Scripts dialog box.

About scripting IDs


Forms and question fields have unique IDs that the script refers to. When using Call Report Builder, you will see dialog box settings for these values. FDM Desktop generates unique IDs for you. In general, you can leave these IDs unchanged. Later, when writing the script, the developer can integrate these IDs into the script logic.

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However, if you are creating a form for an existing script, you can overwrite the system-generated ID so that it is in agreement with the script. The ID must be alphanumeric, starting with an alphabetic character; all alphabetic characters must be uppercase.

Attaching scripts to call reports


To attach scripts to the call report
1 In the New Call Report dialog box, check the Scripting Enabled box.

2 3

Click the Manage Scripts button to display the Manage Scripts dialog box. In the Script Type list, select the type of script to use, depending on the client type: For handheld devices, select Handheld. For FDM PC WebClient, select Web. For telephone access, select IVR.

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To insert the script and view the source code in the Script Text box, do one of the following: Click the Load From File button and browse for the file. Type the script code directly in the box.

If you want to attach a script for a different client type, repeat step 3 and step 4. Call Report Builder will first prompt you to save the changes for the script you just attached. Click Yes, and then proceed to attach the next script.

Click Update Call Report to save the script attachments and close the dialog box.

Inserting survey forms


Once you create the call report record, you can associate forms with the call report.

To insert a survey form


1 2 In the call reports pane, select a call report. Click the insert new form button on the forms pane tool bar to display the New Form dialog box. 3 Use the New tab to insert a new form. To insert a new form by copying from an existing form, use the Copy From Existing tab.

In the Name box, replace the default value with the name you want to assign to the form.

In the Scripting ID field, FDM Desktop generates and displays a unique ID. This is the ID that you can use later when writing a Visual Basic script that refers to this form. To find out more, see About using scripts with call reports on page 6-10. Click the survey form and click OK. Click Save Call Report on the module tool bar to save changes. Click OK.

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Inserting grid forms


Inserting a standard grid form
To insert a grid form
1 2 In the call reports pane, select a call report. Click the insert new form button on the forms pane tool bar to display the New Form dialog box. 3 Use the New tab to insert a new form. To insert a new form by copying from an existing form, use the Copy From Existing tab.

In the Name box, replace the default value with the name you want to assign to the form.

In the Scripting ID field, FDM Desktop generates and displays a unique ID. This is the ID that you can use later when writing a Visual Basic script that refers to this form. To find out more, see About using scripts with call reports on page 6-10. Click the grid form and click OK. Click Save Call Report on the module tool bar to save changes.

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Inserting a late-binding grid form


To insert a late-binding grid form
1 2 In the call reports pane, select a call report. Click the insert new form button on the forms pane tool bar to display the New Form dialog box. Use the New tab to insert a new form. To insert a new form by copying from an existing form, use the Copy From Existing tab.

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In the Name box, replace the default value with the name you want to assign to the form.

In the Scripting ID field, FDM Desktop generates and displays a unique ID. This is the ID that you can use later when writing a Visual Basic script that refers to this form. To find out more, see About using scripts with call reports on page 6-10. Select the late-binding grid form and click OK.

Inserting instructions forms


To insert an instructions form
1 2 In the call reports pane, select the call report. Click the insert new form button on the forms pane tool bar to display the New Form dialog box. Use the New tab to insert a new form. To insert a new form by copying from an existing form, use the Copy From Existing tab.

3 4

In the Name box, replace the default value with the name you want to assign to the form. In the Scripting ID field, FDM Desktop generates and displays a unique ID. This is the ID that you can use later when writing a Visual Basic script that refers to this form. To find out more, see About using scripts with call reports on page 6-10.

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Select the instructions form and click OK. Click Save Call Report to save changes.

Copying existing forms


You can use an existing form as the basis for a new form.

To copy from an existing form


1 2 3 4 5 Click the insert new form button on the forms pane tool bar to display the New Form dialog box. Click the Copy from Existing tab in the New Form dialog box to insert a form. Enter the name of the new form. Click the call report list and select a call report or click the browse button (...) to display the Select a Call Report dialog box. From the View By list, select the way to view the call report list: Name of call reports Manufacturer assigned to the call report Owner of the call report

6 7 8

Check the Show All Versions box to view all versions of call report. Clear the Show All Versions box to view only the most recent versions of call report. Select the call report. Click OK to save changes and close the dialog box, or click Cancel to discard changes and close the dialog box.

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Adding Products, Questions, and Instructions to Forms 9

Click a form.

10 Click OK to save changes and close the dialog box.

Adding Products, Questions, and Instructions to Forms


The process for adding content to forms is different, depending on the type of form. Note Every question includes a companion scripting ID that FDM Desktop automatically generates. This section does not discuss this field. Instead, see "About using scripts with call reports" on page 6-10.

Adding questions to survey forms


As you add questions to a survey form, they display in the contents pane. Note IVR systems only support survey forms.

To add a question to a survey form


1 2 3 In the forms pane, select the appropriate survey form. Click the insert new question button on the contents pane tool bar to display a Question dialog box. Type the question in the Text box.

Select the type of answer for this question and fill in the remaining fields according to the instructions in Exploring Question Types on page 6-32.

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Click Add to save the question to the selected form and keep the Question dialog box open. If you click Done before Add, a message box will appear, asking you if you want to save the current question. Click Yes to save the question; click No to discard the question.

6 7

Click Done after adding the last question to the selected survey form and to close the Question dialog box. In the confirmation message box that appears, click Yes.

Adding IVR-enabled questions to survey forms


To add IVR-enabled questions to a survey form
Note You must enable the call report record for IVR (see Creating the call report record on page 6-9). 1 2 3 4 5 6 In the forms pane, select the appropriate survey form. In the contents pane, click the insert new question button on the tool bar to display a Question dialog box. Type the question in the Text box. Check the Answer Required box if an answer is mandatory. Check the IVR Enabled box. In the Type text box, select an IVR-supported question type from those listed in Question types on page 6-33, for example, DateTime. Buttons appear for recording and playing back an audio version of the question.

7 8 9

Fill in the remaining fields for the specific question type according to the instructions in Exploring Question Types on page 6-32. Attach a recording of the question text according to the instructions in Adding audio to an IVR-enabled question on page 6-18. Click Add to save the question to the selected form and keep the Question dialog box open. If you click Done before Add, a dialog box will appear asking you if you want to save the current question. Click Yes to save the question; click No to discard the question.

10 Click Done after adding the last question to the selected survey form and to close the Question dialog box. 11 In the confirmation message box that appears, click Yes.

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Adding audio to an IVR-enabled question


There are two ways to add audio to an IVR-enabled question. Record the audio file. Select a pre-recorded audio file.

To record the audio file


1 2 3 4 Click Record. Speak into the microphone. Click Stop when done. Click Play to review.

To select a pre-recorded audio file


1 Click the browse button to display the Select Sound File dialog box.

2 3 4

Browse to the location of the pre-recorded sound file. Select the pre-recorded sound file. Click Open.

Adding questions and products to grid forms


When you create a grid form, two folders are created under the grid form in the forms pane. The first folder, Questions, lists the questions to be asked. The second folder, Products, identifies the products to be included in the survey. Each question is asked for each product. Note You can also extend grid forms with display-only product details that you want to provide for informational reasons or to use with the scan-and-search capability. To find out more, see "Adjusting grid form display properties" on page 6-22.

Adding questions
To add questions to a grid form
1 2 In the contents pane, select the grid form you want to add questions to. Click insert new question button on the tool bar to display a Question dialog box.

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Type the question in the Text box.

4 5 6

Select the type of answer for this question and fill in the remaining fields according to the instructions in Exploring Question Types on page 6-32. Click Add to save a question to the selected form and keep the Question dialog box open. Click Done after adding the last question to the selected grid form and to close the Question dialog box.

Adding products
To add products to a grid form
You can insert products in a grid form only if you have already created product records using the Product Manager. See Chapter 5, Product Manager for more information regarding creating and managing product sets. Note Using the standard grid form, once products are assigned to the call report, and the call report is saved and scheduled for deployment, you cannot change the products associated with the grid. For dynamic binding of products, use a late-binding grid form instead. 1 2 3 Select the Products folder for the appropriate form. In the contents pane, click Show/Hide Available Products, Select a product set from the drop-down list Select All to display all products, if products set are not available. Click Product Filter to display the Filter by Product dialog box. , on the tool bar. To display products in the Available Products pane, do one of the following:

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Enter the appropriate filter information on the General and/or Site/Chain tabs and click Apply Filter. Use the asterisk (*) or underscore (_) as wildcards, where appropriate.

After the appropriate products are in the Available Products list, select the product(s), and click Add or Add All to add the products to the Assigned Products group.

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To remove products, select the product(s) and click Remove or Remove All to remove the products from the Assigned Products group. To add a separator, see the Adding grid form product separators on page 6-45. Click the Show/Hide Available Products on the tool bar.

Adding questions and product sets to late-binding grid forms


When you create a late-binding grid form, two folders are created under the form on the Forms pane. The first folder, Questions, lists the questions to be asked. The second folder, Products, identifies the product set to be associated with the survey. Each question is asked for each product in the product set. The advantage of the late-binding grid form is that you can change products associated with product sets, using Product Manager, and the call report is updated dynamically. Note You can also extend late-binding grid forms with display-only product details that you want to provide for informational reasons or to use with the scan-and-search capability. To find out more, see "Adjusting grid form display properties" on page 6-22.

Adding questions to late-binding grid forms


To add questions to a late-binding grid form
1 2 3 In the contents pane, select the appropriate late-binding grid form. Click insert new question on the tool bar to display a Question dialog box. Type the question in the Text box.

4 5

Select the type of answer for this question and fill in the remaining fields according to the instructions in Exploring Question Types on page 6-32. Click Done after adding the last question to the selected grid form and to close the Question dialog box.

Adding product sets to late-binding grid forms


To add a product set to a late-binding grid form
1 2 Select the Products folder for the appropriate form. In the contents pane, select the product set you want to associate with the form.

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Adjusting grid form display properties


This section describes how to adjust presentation behaviors for both standard grid forms and late-binding grid forms. The properties you can adjust include: Whether to reveal or hide unauthorized products. What display-only product attributes you want to add to the grid as columns. By extending the grid this way, you can equip your reps with: product bar code data they can use to locate a product in the grid using FDMs scan-and-search feature (handheld devices only). additional product details that might be useful.

Adjusting grid display propertiesan overview


To adjust grid display properties
1 2 3 In the forms pane, click the standard grid or late-binding grid form you want to adjust. On the forms pane tool bar, click the show properties button, properties dialog box for the form. , to display the

Check the Show Authorized Products Only box to show only products authorized for the current site. Clear this box to show both authorized and unauthorized products.

If you want to extend the grid with display-only product attributes, click the add new extension button, . This opens the Add Grid Extension dialog box. See Extending grids with display-only information on page 6-23 for instructions and more background. Click OK to save information. Click OK in the form properties dialog box to save changes. Click Save Call Report to save changes, or click Cancel Changes to discard changes.

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Extending grids with display-only information


Grid forms look like a spreadsheet. Grid extensions allow you to insert up to four additional read-only columns that contain product attribute data from the MSP application database. Here are some of the key features: For handheld device users, add product data that reps can use to perform barcode searches. In addition to product details that are strictly informational, you can add data columns to the grid that include, for example, product barcodes. If youve enabled FDMs scan-and-search feature, your reps can scan product barcodes off the packaging to locate the item in the grid form. To learn more about enabling and configuring the scan feature, see Appendix B, Setting Up Scan-andSearch on the FDM Handheld Client. Link product attributes to grid questions. When you add a product attribute to the grid, you can map the attribute to a specific question (column) in the form. The product attribute column displays immediately adjacent to the linked column, on the left. If there is no linkage, the product attribute appears after the first column in the grid (product name) and before any columns that accept input. Include both global and chain-specific product attributes. Global attributes are always available from the Add Grid Extension dialog box. However, before you can extend a grid with a chain-specific attribute, you need to expose it using the Customize Field Labels command provided in the Tools menu (explained below).

To extend the grid with a display-only attribute


1 Make sure youve exposed all of the chain-specific product attributes you want to add to the grid using the Customize Field Labels command in the FDM Desktop Tools menu. The screen you see when you select this command looks something like this.

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Once youve opened the Field Labels dialog box, heres what you need to do to prepare chain-specific attributes for use as grid extensions. a In the Areas box, select Product Manager. This displays all of the global and chain-specific product attributes you can add to the grid, which correspond to Product and Product Attribute values in the DB Table column, respectively. b Select the Product Attribute you want to expose. The attributes you want to expose depend very much on the data your enterprise has chosen to store in user-defined database fields on the MSP server. c In the Current Label text box, type in a meaningful name for the product attribute. Once the attribute has a user-defined name, youll be able to see and select it as a grid extension. If later on you decide you want to disable it as a candidate grid extension, you need to set the attributes label back to its default using the Set to Default button. To find out more about using this command, see Customizing Field Labels on page 12-6. 2 In Call Report Builder, follow the steps described in Adjusting grid display propertiesan overview on page 6-22 to open the grid properties dialog box. By default, every grid includes the product name attribute, which always appears as column one in the grid. This attribute is required; you cannot remove or reposition it.

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Click the add new extension button, , to open the Add Grid Extension dialog box, and fill out the settings as described in the following table.

For this setting...


Table Name

Do this...
If you want to add a: global product attribute, select Product. chain-specific product attribute, select Product Attribute. Select the attribute you want to add to the grid. Available attributes include:

Field Name

Global attributes (Table Name=Product)


Category, the product grouping

Product Code, the store number associated with

the product
Size, the physical dimensions of the product SKU, storekeeping unit Unit of Measure, the products measurement UPC, the universal product code Weight, the amount

Chain-specific attributes (Table Name = Product Attributes)


ID, the products identification number Status, the condition of the product

The user-defined name of the product attribute you exposed using the Customize Field Labels command in the Tools menu (see page 6-23).

Link to a Question

If you want the product attribute to always precede a given question in the grid display, select the appropriate question from the drop-down list. Otherwise, the product attribute and all other unlinked grid extensions follow column one, and appear in list order as defined in the grid properties dialog box. Enter the column heading you want associated with this product attribute in the grid display. Enter the display width, in characters, for Caption. Check this box if you do not want the column to display when the underlying database table contains no data for this column.

Caption Width Hide Column if no Values

To enable the OK button, make sure you fill out all of the settings.

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Click OK to add the product attribute to the list of grid extensions.

To enable scanning on the product attribute, see Appendix B, Setting Up Scanand-Search on the FDM Handheld Client.

When the grid displays on either a handheld device or in FDM PC WebClient, grid extensions appear something like this.

chain-specific grid extension

global grid extension

In this FDM PC WebClient example, the Product column is the global grid extension that all grids require, and Chain Barcode is the chain-specific grid extension that was linked to the OnHand question.

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Adding content to instructions forms


Each instructions form contains one set of instructions. When adding an instructions form to a call report, only the instructional text needs to be added. Note Instructions forms are late-binding; you can change them up until the moment the field rep downloads the call report. You can add multiple instructions to one call report; for example, if you want to send different instructions to different reps using one call report. You can add up to three additional instructions to a call report based on chain, site, and rep. For example, you can specify that all reps assigned to a particular chain get one form, those assigned to a particular site get another, and an individual rep, get another. If, for example, you specify that a particular rep receive one set of instructions, but he is assigned to a site for which you specified another set of instructions, the rep would get the instructions specified for the individual rep. Keep these rules in mind when adding multiple instructions to one call report: the chains instructions override the default instructions the sites instructions override the chains instructions the reps instructions override the sites instructions

For more information, see To manage multiple instructions forms on page 6-28.

To add content to an instructions form


1 2 Select the appropriate instructions form. In the contents pane, type the text for the mobile rep to view, or click the folder button to browse to an existing HTML file (refer to the following section to manage multiple instructions forms). Click the preview HTML button on the tool bar to preview the form as it will appear to the field rep. Click Save Call Report on the module tool bar.

3 4

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To manage multiple instructions forms


1 2 In the contents pane, click Manage Multiple Instructions. In the Manage Multiple Instructions dialog box, click the appropriate Add button to add instructions to the call report for a chain, site, or rep.

The Select Chain, Select Site, or Select Rep dialog box appears, depending on the Add button you click. 3 4 5 6 Select the appropriate chain, site, or rep in the dialog box, and then click OK. Either type the text in the window, or click Load HTML From File and browse for the instructions file that you want to use. Click Save Current. Click the Preview button to preview the form as it will appear to the field rep. 7 8 9 Click Clear HTML to remove the text from the window. To remove the current instructions, click the Delete button, and then click the Update Call Report button.

Repeat this procedure, if necessary. Click Update Call Report to apply your changes. Click Close to exit the dialog box.

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Changing questions, products, and instructions in forms


You can change the order of questions, properties, and other aspects of questions, products, and instructions. This section describes these tasks for survey and grid forms (Instructions forms require little maintenance). Grid forms have two components: questions and products. Note You cannot change a call if its status is Deployed, Downloaded, Complete, In Process, or Declared Complete. However, you can change a calls status from Deployed to Under Review. You can only change calls that have a status equal to Under Review.

Changing survey form questions


Once you create survey form questions, you can change them, add and remove them, change their sequence, and mark them as required.

Changing survey question content


To open or change a survey form question
1 2 3 4 In the contents pane, select the question to open. Click the open question button on the tool bar to display the Question dialog box. Change the question as necessary. Click OK.

Changing survey question order


Call Report Builder controls the order in which field reps view survey questions. The current questions for the survey form display in the contents pane; this order is the order the field reps view them in.

To change the order of questions in the survey form


Select a question in the contents pane and click the up arrow button or the down arrow button to move the selected question to the appropriate position.

Marking survey questions as required


Mark survey questions as required using the question required button on the tool bar. A check mark in the question name list indicates it is required. Note Usually, you mark a question as required in the Question dialog box (see page 6-29).

To mark a survey form question as required


1 2 In the contents pane, select the appropriate survey question. Click the question required button on the tool bar.

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Changing questions, products, and instructions in forms

Changing grid form questions


Once you create grid form questions, you can change them, or add or remove them, change their sequence, or mark them as required.

Changing grid question content


To open or change a grid question
1 2 3 4 In the contents pane, select the question to open. Click the open question button on the tool bar to display the Question dialog box. Change the question as necessary. Click OK.

Changing grid question order


Call Report Builder controls the order in which field reps view grid questions. The current questions for the grid form display in the contents pane; this order is the order the field reps view them in.

To change the order of questions in the grid form


In the contents pane, select a question and click the up arrow button or the down arrow button to move the selected question to the appropriate position.

Marking grid questions as required


You mark grid form questions as required using the question required button on the tool bar. A check mark in the question name list indicates it is required. Note Usually, you mark a question as required in the Question dialog box (see page 6-29).

To mark a grid form question as required


1 2 In the contents pane, select the grid form question to mark as required. Click the question required button in the tool bar.

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Changing grid form products


Select the Products folder to display the products already contained in the form. Once you add products to a grid form, you can change their order or mark them as required.

Changing grid product order


Call Report Builder controls the order in which field reps view grid products. The current products for the grid form display in the contents pane; this order is the order the field reps view them in.

To change the order of products in a standard grid


In the contents pane, select a product and click the up and down arrow buttons to move the selected product to the appropriate position.

Marking grid products as required


Grid form products are marked as required using the product required button on the tool bar. A check mark in the product name list indicates it is required.

To mark a standard grid form product as required


1 2 In the contents pane, select the grid product to mark as required. Click the product required button in the tool bar.

Changing instructions form content


To change content in an instructions form
1 2 3 Select the appropriate instructions form. In the contents pane, change the content as needed. Click Save Call Report to save changes, or click Cancel Changes to discard changes.

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Exploring Question Types

Removing instructions forms


To remove an instructions form
1 2 3 Select the appropriate form. Click the Delete button to remove the form. Click Save Call Report to save changes, or click Cancel Changes to discard changes.

Removing questions and products


To remove a question
1 2 3 Select the appropriate form. Select the question to remove. Click the Delete button.

To remove a product or separator


1 2 3 Select the Products folder of the appropriate form. Click Remove or Remove All to remove the product or separator. Click Save Call Report to save changes, or click Cancel Changes to discard changes.

Exploring Question Types


The different types of answers for survey, grid, and late-binding grid form questions are described in this section. The following table summarizes the questions types call reports support, and the subset of questions types supported by IVR-enabled survey forms. Note In the detailed answer type descriptions that follow this table, examples use survey forms. In most cases, grid form questions differ only by the addition of one more fieldthe Width fieldthat you use to specify the default column display width in screen pixels. The IVR Enabled field is only visible for supported question types in survey forms belonging to IVR-enabled call reports. If you think you should see this field and you do not, verify the properties of the call report. Most likely, you need to adjust call report properties by checking the IVR Enabled box; see "Creating the call report record" on page 6-9.

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Question types
This question type...
Choice Currency Date DateTime Decimal(Short) Image Integer Scribbling Separator

Requires this answer...


A choice from the list of possible answers. An amount specified in the currently selected unit of monetary exchange. A date entry formatted according to the client systems regional settings. A date and time entry formatted according to the client systems regional settings. A decimal number formatted according to the client systems regional settings. A file attachment. An integer number (digits only). A written response, using the stylus as a writing instrument; for example, a signature. A separator is not a question. It is used to separate or group questions or products appearing in a form. An alphanumeric entry up to 250 characters, including spaces. An alphanumeric entry up to 20 characters, including spaces. A time entry formatted according to the client systems regional settings

IVR support?
Yes Yes Yes Yes Yes No Yes No No

Text Text(Short) Time

No No Yes

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Choice type
Supported FDM clients: handheld device, FDM PC WebClient, IVR The Choice question type supplies the field rep with a list of answers or choices to choose from. If you check the Allow Multiple Choice box, reps can select more than one answer or choice.

To create choice questions


1 2 Specify the question. Create the list of answer choices; see Adding choices on page 6-35.

. For this setting...


Answer Required

Do this...
Check this box to require an answer to the question.

Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Multiple Choices Allow Answer Rollover Check this box to allow the rep to select more than one choice in answer to the question. For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10. (survey forms only) Check this box to make this question available to IVR users. When checked, additional IVR settings appear. To find out how to set these, see Adding IVR-enabled questions to survey forms on page 6-17. Note This setting is exposed for IVR-enabled call reports only.

Width Scripting ID IVR Enabled

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Adding choices
You can manually add choices every time you create a choice type question; however, this can become cumbersome and tedious over time. To simplify the process, you can group choices into choice sets. This involves: creating new choices adding the choices to a choice set saving the choice set in the choice set library Manually add choices Select a choice set from the Available Choice Sets list

There are two ways to add choices:

Manually adding choices


To manually add choices
1 2 Click the insert new choice button in the Question dialog box. Type the name of the choice in the Text box.

Call Report Builder automatically generates the number in the Result box; however, you can change it if necessary. In most circumstances, let the Call Report Builder maintain this value. 3 4 Click Add to insert the current choice to the Available Choices group. Click Done to save changes and close the Choice dialog box.

Selecting from the Available Choice Sets list


To add choices from the Available Choice Sets list
1 In the Available Choice Sets list, select a choice set to display the choices for that set. The choice and its associated result number, the value that is used internally by FDM is listed. Select all or some of the available choices and click Add to add the selected choices to the Assigned Choices. Click Add to save and add more questions or click Done to finish adding questions. If you click Done before Add, a dialog box appears, asking you if you want to save the current question. Click Yes to save the question; click No to discard the question.

2 3 4

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Changing choices
Changing choices involves renaming the choice, changing the result number, and changing the order of the choices.

To rename the choice


1 2 3 4 In the Question dialog box, select the choice you want to rename. Click the open choice button on the tool bar to display the Choice dialog box. In the Text box, change the name as needed. Click OK.

To change the result number


1 2 3 4 In the Question dialog box, select the choice you want to change the result number for. Click open choice to display the Choice dialog box. In the Result box, change the number as needed. Click OK.

To change the order of the choices


1 2 In the Question dialog box, select the choice you want to modify the order for. Click the up and down arrow buttons to place the choice(s) in the proper order.

Removing choices
Removing choices is permanent and effective immediately.

To remove choice(s)
1 2 3 In the Question dialog box, select the choice(s) you want to remove. Click the delete button to remove the choice(s). Press OK.

Adding choice sets


You create choice sets by grouping choices. When you create a choice set, it is saved in the choice set library. You create choice sets in two ways: When manually adding choices When adding choices and choice sets for future use

The following section describes the first method, which is simpler and more commonly used. The second one is explained in Managing Libraries on page 6-48.

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Adding choice sets from the Question dialog box


1 2 3 Manually add choices as described in Manually adding choices on page 6-35. Click the add to choice set library button on the tool bar to display the Add Choice Set to Library dialog box. Type the name for the new choice set in the Name box.

Click OK to save the choice set to the choice set library, or click Cancel to discard changes.

Changing and removing choice sets


You can only change or remove a choice set in the choice set library. See Choice set library on page 6-49 for more information.

Currency type
Supported FDM clients: handheld device, FDM PC WebClient, IVR You can set up currency type questions either of these ways: rep-defined, which means the field rep can select the currency type on-the-fly, and then enter a value that agrees with that currency type. enforced, which means the field rep must enter a value that adheres to the predefined currency type you specify when creating the call report.

Specifying a currency type question on page 6-38 explains how. To find out how you can extend the default set of supported currency types, see Extending the Currency Code list on page 6-39.

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Specifying a currency type question


When you add a currency question, the Question dialog box includes settings that allow you to select the currency type, and then specify whether or not the field rep must enter the value in that currency type. The rep can enter up to 9 digits, with as many decimal places as needed within the 9 digit limitation.

Check this box to require data entry using the selected currency type

Select default international currency type from this drop-down list For this setting...
Answer Required

Do this...
Check this box to require an answer to the question.

Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10. (optional) Type in the minimum accepted decimal value (no currency exchange symbol). If a field rep enters a value less than this value, the rep is prompted to enter a valid answer. (optional) Type in the maximum accepted decimal value (no currency exchange symbol). If a field rep enters a value greater than this value, the rep is prompted to enter a valid answer. Check this box to accept numeric values less than and greater than the minimum and maximum values you specify.

Width Scripting ID Minimum Value

Maximum Value

Allow Answer Outside Minimum and Maximum Value

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For this setting...


Currency Code

Do this...
Select the default international currency you want this field to accept. If the available currency code list does not include the currency you want to use, add it as described in Extending the Currency Code list on page 6-39. One of the following: Check this box if you want to require all answers entered in the currency specified by Currency Code. Clear this box if you want to allow the rep to select the currency type. (survey form only) Check this box to make this question available to IVR reps. When checked, additional IVR settings appear. To find out how to set these, see Adding IVR-enabled questions to survey forms on page 6-17. Note This setting is exposed for IVR-enabled call reports only.

Enforce Default Currency

IVR Enabled

Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.

Extending the Currency Code list


By default, FDM supports these currency types.
This currency code... AUD CAD CHF EUR GBP MXP USD Represents this currency type... Australian dollars Canadian dollars Swiss francs Euro British pounds Mexican pesos American dollars

When you log in, FDM Desktop checks your systems current regional settings to make sure the currency code list contains the configured value. If it does not, FDM Desktop adds it to the list. You can use this behavior to add currency codes to the drop-down list.

To extend the currency code list


1 2 3 Exit the FDM Desktop application. From Regional Options in Control Panel, adjust the locale and any currency settings as needed, and then apply the changes. Start and log into FDM Desktop.

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Date type
Supported FDM clients: handheld devices, FDM PC WebClient, IVR The Date type sets the answer type to a date value with formatting that conforms to the regional settings on the computer or device that is in use when viewing the call report form.

For this setting...


Answer Required

Do this...
Check this box to require an answer to the question.

Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10. (survey form only) Check this box to make this question available to IVR users. When checked, additional IVR settings appear. To find out how to set these, see Adding IVR-enabled questions to survey forms on page 6-17. Note This setting is exposed for IVR-enabled call reports only.

Width Scripting ID IVR Enabled

Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.

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DateTime type
Supported FDM clients: handheld devices, FDM PC WebClient, IVR The DateTime type sets the answer type to a date and time value that conforms to the regional settings on the computer or device that is in use when viewing the call report form.

For this setting...


Answer Required

Do this...
Check this box to require an answer to the question.

Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10. (survey form only) Check this box to make this question available to IVR users. When checked, additional IVR settings appear. To find out how to set these, see Adding IVR-enabled questions to survey forms on page 6-17. Note This setting is exposed for IVR-enabled call reports only.

Width Scripting ID IVR Enabled

Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.

Decimal(Short) type
Supported FDM clients: handheld devices, FDM PC WebClient, IVR The Decimal(Short) type sets the answer type to decimal numeric value that conforms to the regional settings of the computer or device in use when viewing the call report. You can specify minimum and maximum decimal values to avoid data entry errors.

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The rep can enter up to 9 digits, with as many decimal places as needed within the 9 digit limitation.

For this setting...


Answer Required

Do this...
Check this box to require an answer to the question.

Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10. (optional) Type in the minimum accepted decimal value. If a field rep enters a value less than this value, the rep is prompted to enter a valid answer. (optional) Type in the maximum accepted decimal value. If a field rep enters a value greater than this value, the rep is prompted to enter a valid answer. Check this box to accept numeric values less and greater than the minimum and maximum values you specify. (survey form only) Check this box to make this question available to IVR users. When checked, additional IVR settings appear. To find out how to set these, see Adding IVR-enabled questions to survey forms on page 6-17. Note This setting is exposed for IVR-enabled call reports only.

Width Scripting ID Minimum Value

Maximum Value

Allow Answer Outside Minimum and Maximum Value IVR Enabled

Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.

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Image type
Supported FDM clients: handheld devices, FDM PC WebClient The Image type creates a question that allows the field rep to attach a file as the answer.

For this setting...


Answer Required

Do this...
Check this box to require an answer to the question.

Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10.

Width Scripting ID

Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.

Integer type
Supported FDM clients: handheld devices, FDM PC WebClient, IVR The Integer type sets the answer type to an integer value. You can specify minimum and maximum integer values to avoid data entry errors. On handheld devices, integer fields display with <numeric> in the input box.

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For this setting...


Answer Required

Do this...
Check this box to require an answer to the question.

Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10. (optional) Type in the minimum accepted integer value. If a field rep enters a value less than this value, the rep is prompted to enter a valid answer. (optional) Type in the maximum accepted integer value. If a field rep enters a value greater than this value, the rep is prompted to enter a valid answer. Check this box to accept numeric values less and greater than the minimum and maximum values you specify. (survey form only) Check this box to make this question available to IVR users. When checked, additional IVR settings appear. To find out how to set these, see Adding IVR-enabled questions to survey forms on page 6-17. Note This setting is exposed for IVR-enabled call reports only.

Width Scripting ID Minimum Value

Maximum Value

Allow Answer Outside Minimum and Maximum Value IVR Enabled

Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.

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Separator type
Separators are visual enhancements that demarcate groups of questions in survey forms or groups of products in a grid form. The Separator functions as a heading. The way you add a separator depends on the type of form: survey or grid

Adding survey form question separators


For survey forms, you manage separators in the same way that you manage questions. You can move, remove, and rename separators, and add them to question library. You must name separators.

For this setting...


Scripting ID

Do this...
See About using scripts with call reports on page 6-10.

Click Add to save the current separator and continue adding more separators. Click Done when you are finished adding separators.

Adding grid form product separators


To add a grid form product separator
1 2 3 In the contents pane, select the product you want to add the separator after. On the tool bar in the contents pane, click the insert separator button, display the Product Separator dialog box. Enter a name for the separator. Separator names are required. , to

Click OK.

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Exploring Question Types

Text type
The Text type sets the answer type to ASCII text up to 250 characters (including spaces).

For this setting...


Answer Required

Do this...
Check this box to require an answer to the question.

Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10.

Width Scripting ID

Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.

Text(Short) type
The Text(Short) type sets the answer type to ASCII text up to 20 characters (including spaces).

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For this setting...


Answer Required

Do this...
Check this box to require an answer to the question.

Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current customer. (grid form only) Type in the column width in pixels. See About using scripts with call reports on page 6-10..

Width Scripting ID

Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.

Time type
The Time type sets the answer type to a time value that conforms to the regional settings on the computer or device in use when viewing the call report.

For this setting...


Answer Required

Do this...
Check this box to require an answer to the question.

Note If the call report specifies loose restrictions, reps can skip
the question anyway. Allow Answer Rollover For call reports completed on a recurring basis, check this box to initialize the answer field with the value entered the last time the rep answered this question for the current site. Note For answer rollover to succeed, the call report must be exactly the same as the last time it was filled out for the site. If you create a new version of the call report, FDM deactivates answer rollover the first time the rep fills it out, and reactivates it thereafter. (grid form only) Type in the column width in pixels.

Width

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Managing Libraries

For this setting...


Scripting ID IVR Enabled

Do this...
See About using scripts with call reports on page 6-10. (survey form only) Check this box to make this question available to IVR users. When checked, additional IVR settings appear. To find out how to set these, see Adding IVR-enabled questions to survey forms on page 6-17. Note This setting is exposed for IVR-enabled call reports only.

Click Add to save the current question and continue adding more questions. Click Done when you are finished adding questions.

Managing Libraries
Question library
You use questions in many different forms. Instead of recreating identical questions, you can store them in the question library so you can easily access and repeatedly use them. You view the Question Library dialog box from the contents pane in a survey or grid form.

To add questions to the question library


In the contents pane, select the question to add to the question library and click the add to question library button on the tool bar.

To manage the question library


1 In the contents pane, click the open question library button on the tool bar to display the Question Library dialog box. Text column: Displays the question name. Type column: Displays the question answer type.

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Click Remove From Library to remove a selected question from the question library.

Click Add to Form to add a selected question to the current form.

To add library question to a form


1 2 3 4 5 Select the appropriate form. Click the open question library button on the tool bar to display the Question Library dialog box. Select one or more questions to add. Click Add to Form to add the question to the form and close the Question Library dialog box. Click Save Call Report to save changes, or click Cancel Changes to discard changes.

Choice set library


The choice set library is a central repository for choice sets. It is a good place for the you to add, change, and remove choices and choice sets. You can also use it to add choices to questions. The choice set library contains three sections: Choice Set Name Choices Available Choice Sets

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To open the choice set library


1 2 3 4 In the contents pane, select a Choice type question. Click the open question button on the tool bar to display the Question dialog box. In the Question dialog box, click the open choice library button to display the Choice Set Library dialog box. Click Cancel to close the choice set library.

To add a choice set name


1 2 In the Choice Set Name section of the choice set library, click the new choice set button to display the Choice Set Name dialog box. Type the name for the new choice set.

Click OK to save the new choice set name. The name appears in the Choice Set Name list.

To change a choice set name


1 2 3 4 In the Choice Set Name section of the choice set library, select the name of the choice set you want to change. Click the edit choice set name button on the tool bar to display the choice set name dialog box. Change the name as needed. Click OK to save changes, or click Cancel to discard changes.

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To remove a choice set


1 2 3 In the Choice Set Name section of the choice set library, select the name of the choice set you want to remove. Click the delete button to display the Delete Choice Set dialog box. Click Yes to permanently remove the choice set name, or click No to cancel.

To add choices to a choice set


1 2 3 In the Choice Set Name section of the choice set library, select the name of the choice set you want to add choices to. In the Choices section, click the insert new choice button on the tool bar to display the Choice dialog box. Type in the name of the choice in the Text box.

4 5 6 7 8

Type in the result number in the Result box, if needed. Click Add to save the choice. Repeat steps 3-5 to continue adding choices. Click OK to save the choices. Click Done when finished adding choices, or click Cancel to discard changes and exit the Choice dialog box. In the Available Choice Sets section, select a choice set name from the list to display the available choices. Select one or more available choices from the list. Click Add to add the choices. Note You cannot have two choices with the same result number. Click OK to save the choices, or click Cancel to discard changes.

Alternatively, do the following: 1 2 3 4

To change choices in a choice set


1 2 3 In the Choice Set Name section of the choice set library, select the name of the choice set you want to change choices for. In the Choices section, select the choice to change and click the open button, or double-click the choice to display the Choice dialog box. Change the name and the result number as needed.

Click OK to save the changes, or click Cancel to discard changes.

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To remove choices from a choice set


1 2 3 4 In the Choice Set Name section of the choice set library, select the name of the choice set you want to delete choices from. In the Choices section, select the choices to remove. Click the delete button to remove the selected choices. Click OK to save changes, or click Cancel to discard changes.

To change the order of choices in a choice set


1 2 3 In the Choice Set Name section of the choice set library, select the name of the choice set you want to re-order the choices for. In the Choices section, select the choice to move. Click the up and down arrow buttons to place the choice in the proper order.

To add choices from the choice set library to questions


You can add choices to questions while administering the choice set library. 1 2 3 In the Choices section of the choice set library, select one or more choices. Click the add choices to question button on the tool bar to add choices to the question. Click OK to save the question, or click Cancel to discard changes.

Viewing Call Reports


You can view call reports by the name, manufacturer, or owner of the call report. To view call reports in one of these ways: Click Current View from the View menu and click the appropriate command (View By Name, View By Manufacturer, or View By Owner). The call reports pane displays the call reports accordingly.

Viewing previous call report versions


As you create call reports, FDM assigns version numbers to help maintain control over the different versions. When FDM deploys a call report, it is locked and cannot be changed. When a new version of a locked call report is made, it also creates a new version number. Versioning is also important when using the question library, described on page 6-48.

To view previous versions


Click Show Previous Versions from the View menu.

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FDM updates the call reports pane to include previous versions of call reports. When previous versions are displayed, the Show Previous Versions command is checked.

To exclude previous versions


Clear Show Previous Versions in the View menu. FDM updates the call reports pane to exclude previous versions of call reports. No check mark appears next to the Show Previous Versions command.

Changing Call Reports


This section describes how to create call report versions, duplicate call reports, and change call report properties.

Making new call report versions


When Call Scheduler deploys a call, it locks the associated call report. To create a call report based on a deployed or otherwise locked call report, make a new version of the call report that you can change.

To make a new version of a call report


1 2 Select the locked call report. Click Make New Version from the Call Report Builder menu.

The new version of the call report appears in the Call Report pane and is ready for editing.

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Changing Call Reports

Duplicating call reports


You can duplicate call reports regardless of their status. FDM duplicates all forms in the call report and renames it. If the original call report was locked, the duplicate is automatically ready for editing. The new call report has a version number of 1 (since it is renamed).

To duplicate call reports


1 2 Select the appropriate call report. Select Duplicate Call Report from the Call Report Builder menu.

The duplicate call report appears in the call reports pane. You can change the call report name (and other properties) using the Properties button described in the next section.

Changing call report properties


You can change the properties of a call report as necessary.

To change the properties of a call report


1 2 3 Select the appropriate call report. Click Call Report Properties on the module tool bar to display the Properties dialog box for the selected call report. Make the necessary changes to the call report. See Understanding Call Reports on page 6-7 for more information.

If you are making changes to an existing call report, and calls have already been deployed, the following message appears.

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Click Yes to update existing call reports to include new changes. Click No to leave existing call reports unchanged. Click OK to make the changes and close the dialog box, or click Cancel to discard changes and close the dialog box. Click Save Call Report to save any changes.

Removing call reports


To remove a call report
1 2 Select the call report to remove. Click the delete button to remove the call report (after verification).

Note You cannot recover a call report once you remove it.

Changing forms
To change form properties
1 2 3 Select the form you want to change. Click Properties from the View menu to display the properties dialog box for the form. Change the name if necessary.

Click OK.

Setting form order


Call Report Builder controls the order in which field reps view forms. The current forms for the call report appear in the forms pane. This order is the order in which field reps view them. Note Signature forms do not appear in Call Report Builder, since they are configured using the Call Report Properties dialog box. If a Signature form is specified, it is always the last form and its order cannot be changed.

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Preparing Call Reports for Deployment

To change the order of forms in the forms pane


Select a form and use the up and down arrow buttons to move the selected form to the appropriate position. Note Selecting the Questions or Products folder for a grid form and selecting a move button will move the entire grid form.

To remove forms
To remove a form, select the form in the call reports pane and click Delete from the View menu.

Preparing Call Reports for Deployment


Once you create a call report, including all content, you can prepare the call report for scheduled deployment. This means changing its status to Ready.

To change call report status to ready


1 2 3 4 5 In the call reports pane, select the call report that you want to deploy. On the module tool bar, click the Call Report Properties button. The Properties dialog box displays. In the Status list, select Ready. Click OK to close the Properties dialog box. On the module tool bar, click Save Call Report.

The call report status changes to Ready in the call reports pane and the call report is ready for deployment using Call Scheduler (see Chapter 7, Call Scheduler).

Chapter 7

Call Scheduler
Overview
This chapter describes how to use the Call Scheduler module of the MSP Field Data Module (FDM) Desktop to set up and deploy customer calls (appointments) to your fields reps. Topics include: Overview of Call Scheduler Scheduling concepts you need to understand Ways to schedule calls Starting the Call Scheduler and moving around the interface Managing campaigns Managing projects Managing calls Handling exceptions

About Call Scheduler


The Call Scheduler component of FDM provides an automated way for your home office to schedule calls for deployment to reps that use a handheld device, mobile PC running FDM PC WebClient, or Interactive Voice Response (IVR). This way, you can selectively distribute call reports that need completion by an appropriate field rep for a given customer site. Instead of scheduling each call one-by-one, Call Scheduler helps automate the process by allowing you to define selection criteria to determine which field reps need to visit which customer sites during a specified time range. Also, you can schedule calls on a one-time or cyclical basis. As conditions change within your enterprisefor example, as field reps change region, or as field reps join or leave your companyyou can quickly create or regenerate calls that reflect these changes. After you specify scheduling properties, Call Scheduler generates calls automatically. Depending on how you set up scheduling, the calls are either ready for immediate deployment, or you need to first review and refine the call set. Next time the field rep connects to the MSP server or dials in to the IVR server, FDM supplies corresponding calls ready for deployment.

7-2

Concepts You Need to Understand

Concepts You Need to Understand


Call report
A call report comprises one or more forms that include questions the home office needs answered. You can think of a call report as an empty questionnaire or product spreadsheet that you want one or more designated field reps to fill out for specified customer sites. To do this, you need to associate a call report with a scheduling project. To create call reports, use Call Report Builder described in Chapter 6, Call Report Builder.

Call
A call defines an appointment to be carried out by a designated rep at a given customer site. The call has attached to it an instance of a call report that the rep needs to complete. Call Scheduler generates calls based on the reps and sites that the call report is associated with as defined by a project. Or, you can manually schedule calls oneby-one. Field reps view and respond to calls while in the field.

Project
A project defines the association between one call report, one or more site-rep combinations, as well as scheduling properties. Depending on the type of scheduling project, the specification can include: the sites the call report should be deployed to the reps that should complete the call report start and end dates for the project download and expiration lead times how often to deploy the call report: one time only, again after completion, or at regular intervals

Based on these specifications, Call Scheduler generates multiple calls that reps can respond to from the field. For example, a project could define how to generate regularly-scheduled calls on a monthly basis, including which rep needs to complete the call at a given customer site. You can create a project from scratch or you can start a new project by copying an existing project.

Project template
A project template is a named project specification that you can use as a starting point for new projects. Call Scheduler allows you to name and save any project as a reusable template. This way, you can quickly: create a new project by applying a new template, and then customize it by adjusting the specification.

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Campaign
A campaign defines the general properties of a merchandising or information gathering activity, and includes one or more scheduling projects. This way, you can organize projects by purpose. For example, you can create a campaign that contains projects for all of your special promotions, and another for all of your routinelyscheduled customer visits. You can create as many campaigns as you need. However, if you do not want to use campaigns, you can add all your projects to the _Default campaign provided by Call Scheduler. The following diagram illustrates the association between campaigns, call reports, projects, and calls.
Call Scheduler Campaign A Project A1 call report reps sites Project A1 call 1 call 2
reads project details and generates calls

call 4

call 3

call n

Project A2 call report reps sites Project A2 call 1


reads project details and generates calls

call 4

call 2 call 3 call n

Campaign B Project B1 call report reps sites Project B1


reads project details and generates calls

call 1 call 2 call 3

call 4

call n

7-4

Ways to Schedule Calls

Ways to Schedule Calls


Call Scheduler provides several ways to generate and deploy calls to your field reps, which are summarized in this table and described in more detail below. When deciding how you want to generate calls, make sure the method is supported by the type of FDM field application your mobile workers use handheld device, FDM PC WebClient, or IVR.
If you want to do this... And your field reps use... Use this call scheduling technique...

Automated techniquesgenerate a call for each site-rep combination


Explicitly define the sites and reps to generate calls for handheld devices, FDM PC WebClient, or IVR handheld devices, FDM PC WebClient, or IVR Create a standard scheduling project.

Generate calls dynamically based on selection criteria (rules) and the latest site/rep database content

Create a rule-based scheduling project.

Automated techniquesgenerate generic calls to minimize distribution load


Have any rep assigned to a region respond to any call for that region; the rep determines what sites to complete calls for Send the same call to all reps in your enterprise handheld devices or FDM PC WebClient Create a self-scheduling project.

handheld devices or IVR

Create a broadcast scheduling project.

Manual techniques
Specify calls one-by-one Change the way existing calls are grouped (project-dependent, see automated techniques above) (project-dependent, see automated techniques above) Within a project, manually create each call using Call Viewer. Move calls between projects using Call Viewer.

Standard scheduling projects


Supported field clients: handheld device, FDM PC WebClient, IVR Use this technique when you want Call Scheduler to generate calls for a fixed set of site-rep combinations each time scheduling occurs. For this kind of project, you must specify an explicit list of sites and reps you want saved with the project. To simplify and speed up the process, you can use filter criteria to restrict the site/rep database to a suitable subset. Every time Call Scheduler runs the project, calls generate for exactly the same site-rep combinations. For step-by-step setup instructions, see Adding standard or rule-based scheduling projects on page 7-21 and Selecting sites and reps in standard scheduling projects on page 7-28. Note If you want Call Scheduler to automatically pick up additions and deletions to the site/ rep database each time it schedules calls for the project, use rule-based scheduling instead (see the next section).

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Rule-based scheduling projects


Supported field clients: handheld device, FDM PC WebClient, IVR Use this technique when you want Call Scheduler to dynamically calculate the set of sites and reps to generate calls for each time scheduling occurs. This technique can be a time saver if your enterprise experiences rapid changes in your field force and/or customer base. Unlike standard scheduling projects, this kind of project saves site and rep selection criteria as rules rather than explicit site-rep results. This means that each time you run the project, Call Scheduler applies the rules and generates calls based on the up-to-date site/rep database. The site-rep combinations that Call Scheduler extracts can be different over time depending on how the database content has changed. Also, during call generation, Call Scheduler detects and reports any encountered problems. You can fix exceptions manually, or, if automatic verification is enabled, adjust site and rep attributes and then have Call Scheduler reverify the generated call set. For step-by-step setup instructions, see Adding standard or rule-based scheduling projects on page 7-21 and Defining site/rep selection criteria in rule-based scheduling on page 7-30. To find out how to fix errors in the generated call set, see Managing Exceptions on page 7-50.

Self-scheduling projects
Supported field clients: handheld device, FDM PC WebClient Use this technique when you want any rep associated with a specified region to complete a generic call for one or more sites of their choosing. This technique is suitable for enterprises that have a well-defined hierarchical structure and need to minimize the number of distributed calls. Only reps who use FDM on a handheld device or FDM PC WebClient can receive this type of call. Its easiest to think of the downloaded generic call as a call template. When a rep chooses a site to complete the call for, FDM locally generates a site-specific call based on the template and adds it to the call list. The site-specific call is the call the rep actually completes. By default, a site-specific call can only be generated if it meets these conditions: the site is assigned to the rep, and the site belongs to the specified chain (if any). Note If the generic call does not specify a chain requirement, any site assigned to the rep is eligible. If authorized, reps using handheld devices can also add new sites to the system. For this kind of project, you need to generate calls for generic sites. Generic sites define an association with a region so that any rep assigned to the region receives the generic call. This means you need to first create the generic sites using Site Manager. To find out how, see Creating site records on page 3-10. For step-by-step setup instructions, see Adding a self-scheduling project on page 7-35. To find out how reps use self-scheduling on a handheld device or with FDM PC WebClient, consult the Field Data Module Users Guide. Note To use this kind of scheduling, your FDM administrator needs to enable the feature using Thinque Management Console. To find out more, see "Enabling self-scheduling projects" on page 7-35.

7-6

Ways to Schedule Calls

Broadcast scheduling projects


Supported field clients: handheld device, IVR Use this technique when you want all reps in your enterprise who use a handheld device or IVR to receive the same generic call regardless of site assignments. You can use this technique when you want to distribute notices to or request status from everyone in your field force. For this kind of project, Call Scheduler uses a generic site named Administrative. Whenever you create an MSP user account for a handheld- or IVR-based rep, FDM automatically assigns the rep to the Administrative site. This means you do not need to specify sites and reps as you do with standard or rule-based scheduling. For step-by-step setup instructions, see Adding a broadcast scheduling project on page 7-40.

Creating calls manually


Manual scheduling allows you create calls directly from Call Viewer. For example, you might use this if you create a standard scheduling project (see page 7-4), and realize after generating calls that you need to distribute the calls to additional reps. This way, you can quickly create the calls you need. For step-by-step instructions, see Adding calls manually on page 7-47. Note With this technique, you create calls one-by-one. We recommend using it only when you need to create small numbers of calls.

Moving calls between projects


You can move calls of a given project type to another project of the same type. For example, you might use this if you create a project and generate calls, but later realize you need to send the call to additional reps. Rather than manually creating a call for each rep, you can set up a project to generate the calls you need, and then move the call set to the original project. For step-by-step instructions, see Moving calls between projects on page 7-48. Note You can only move calls that have status of either Under Review or Deployed.

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Starting Call Scheduler

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Starting Call Scheduler


Call Scheduler is a browser-based module that you can start from FDM Desktop or from the Microsoft Internet Explorer Web browser. Note Make sure the version of Internet Explorer you run meets the minimum software requirements specified in the FDM Installation and Configuration guide.

To start Call Scheduler from FDM Desktop


1 2 Start and log on to FDM Desktop. Click the Calls/Scheduling module group, and then click the Call Scheduler shortcut button.

The scheduler frame opens in the right pane of the FDM Desktop main window.

To start Call Scheduler from a Web browser


1 2 3 Open Internet Explorer. In the Address box, type in http://web_server_name/MSPScheduler. This opens Call Scheduler in stand-alone mode. In the login screen, type in a valid user name and password, and then click Login.

If Call Scheduler wont start


To run, Call Scheduler uses the MSP Scheduler Web Server, which your FDM administrator typically configures at installation. If you encounter an error message when starting Call Scheduler, the MSP Scheduler Web Server connection properties might be incorrect. To check or correct this, you need to look at the CallSchedulerURL DSN settings for your installation using Thinque Management Console (TMC). If you dont have access rights to TMC, ask your FDM administrator for help. To find out more, consult either the TMC Administrators Guide or your installation guide.

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Starting Call Scheduler

The Call Scheduler window


The Call Scheduler window provides a self-contained environment for managing campaigns, projects, and calls. From here, you can open Campaign Manager, Call Viewer, and Exception Viewer.
command bar menu bar

campaign-project tree (Campaign Manager only)

scheduler frame

Menu bar
The menu bar provides a way to switch between Campaign Manager, Call Viewer, and the Exception Viewer components of Call Scheduler. Click an option to open the corresponding component.

Scheduler frame and command bar


When you click a menu bar option, the corresponding scheduler component displays in the scheduler frame. Commands available with that component appear in the command bar at left.

Campaign-project tree
In Campaign Manager, the campaign-project tree contains a hierarchical view of your campaigns and projects.

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Campaign Manager
Campaign Manager allows you to create campaigns and projects, and add projects to campaigns. You can also change, delete, and view details for projects and campaigns.

The following table describes the commands in the command bar.


Use this command...
New Campaign New Project Modify Extend

To do this...
Add a campaign to organize projects in. See Adding campaigns on page 7-13. Add a new project to a campaign. See Managing Projects on page 7-17. Change the selected campaign or project specification. See Changing campaigns on page 7-14 and Changing projects on page 7-41. Adjust the end date to a later date for all projects (and associated calls) within the selected campaign or for one project selection (and associated calls) at a time. See Extending campaign, project, and call end dates on page 7-14. For the selected rule-based project, validate that previously generated calls still adhere to project rules, and if not, generate exceptions. If warranted, generate additional calls produced by changes in the project rule set and underlying business model data. See Managing Exceptions on page 7-50. Note This command appears only if you have enabled project verification in Thinque Management Console. See "Enabling automatic exception verification" on page 7-58. Remove the selected campaign or project. See Removing campaigns on page 7-16 and Removing projects on page 7-42 for more information.

Verify

Delete

For more information about Campaign Manager, see Managing Campaigns on page 7-12.

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Starting Call Scheduler

Call Viewer
Call Viewer allows you to view a list of generated calls and their status, or to create and change calls.

The following table describes the commands listed in the command bar.
Use this command...
New Call Modify Delete Move Filter

To do this...
Manually add a call to a project. See Adding calls manually on page 7-47. Change a selected call specification. See Changing calls on page 7-49. Delete selected calls. See Removing calls on page 7-50. Move selected calls to another project. See Moving calls between projects on page 7-48. Display a subset of calls based on selection criteria. See Viewing and filtering the call list on page 7-42.

For more information about Call Viewer, see Managing Calls on page 7-42.

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Exception Viewer
Exception Viewer allows you to view a list of generated exceptions and their status, and to ignore or remove exceptions as needed. Note Call Scheduler generates exceptions for rule-based projects only.

The following table describes the commands listed in the command bar.
Use this command...
Ignore Delete Filter

To do this...
Ignore exceptions. See Ignoring exceptions on page 7-55. Remove selected exceptions. See Removing exceptions on page 7-56. Display a subset of exceptions based on selection criteria. See Viewing and filtering the exception list for a project on page 7-53.

For more information about Exception Viewer, see Managing Exceptions on page 7-50.

7-12

Managing Campaigns

Managing Campaigns
A campaign is a container that allows you to organize scheduling projects. You must assign each project to a campaign. Call Scheduler includes one default campaign named _Default, which appears at the top of the campaign-project tree in Campaign Manager. For convenience, you can save all your scheduling projects to the _Default campaign. If you want to further organize your projects, create additional campaigns. For example, if you have several projects for a given region, you can place all related projects in a single campaign. Or, you could organize routine customer visits that recur at regularly scheduled but varying intervalsfor example, weekly, monthly, and bi-monthlyas separate projects within a campaign.

Opening Campaign Manager


To open Campaign Manager
In the Call Scheduler menu bar, click Campaign Manager. Note the _Default campaign under the All Campaigns node in the campaignproject tree.

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Adding campaigns
To add a campaign
1 2 In Campaign Manager command bar, click New Campaign. Type in a campaign name and description in the Name and Description text boxes, respectively.

3 4

Click the browse button, Click OK.

, to specify start and end dates for the campaign.

Note The End Date must be later than the Start Date. The campaign appears under the All Campaigns node in the campaign-project tree.

Now you are ready to add projects to the campaign as described in Managing Projects on page 7-17.

7-14

Managing Campaigns

Changing campaigns
You can change campaign specifications; for example, you might want to change the name of the campaign or the start and end dates of the campaign. Note The campaign start date must be earlier than the earliest projects start date, and the end date must be later than the latest projects end date. For more ways to manage campaign and project end dates, see "Extending campaign, project, and call end dates" below.

To change a campaign
1 2 In Campaign Manager, select the campaign that you want to change, and then click Modify. Make any necessary changes. Note The End Date must be later than the Start Date.

Click OK.

Extending campaign, project, and call end dates


You can adjust end dates for all projects within a campaign to a later common date in one step using the Extend command. The Extend command has a slightly different effect depending on the project type youve defined (see Ways to Schedule Calls on page 7-4) and on the way you want Call Scheduler to generate calls for the project as defined by scheduling type (see Understanding project types and scheduling types on page 7-18). Note You can also extend dates on a single project. See "Changing projects" on page 7-41.

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Adjusting end dates for rule-based and standard scheduling projects


For rule-based and standard projects, the scheduling types that support the Extend command include: regenerating, standard, and deferred cyclical.

For projects that use regenerating or standard scheduling


When you adjust end dates on a campaign, Call Scheduler also adjusts dates on not only the qualifying projects within the campaign, but also all calls that have already been generated. If you specify a new end date that is: later than the campaigns existing end date, Call Scheduler adjusts the end date of the campaign, all of the campaigns qualifying projects, and each projects generated calls to the later date. earlier than the campaigns existing end date, Call Scheduler adjusts the end date of all of the campaigns qualifying projects (and generated calls) to the specified date as long as the projects original end dates are earlier than the new end date. The campaign end date remains unchanged. Similarly, any qualifying project within the campaign that has an original end date later than the new end date, also retains its original end date (as do generated calls for the project).

For projects that use deferred cyclical scheduling


The date adjustment you make to the campaign does not affect existing calls. Instead, the date extension applies to the campaign and qualifying projects only, which results in added scheduling runs. Qualifying projects must have original end dates that are earlier than the new end date.

Adjusting end dates for broadcast and self-scheduling projects


For broadcast and self-scheduling projects, the date adjustment affects the campaign, qualifying projects, and any generic calls already generated. Date adjustments follow the same rules used for regenerating/standard scheduling described earlier.

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Managing Campaigns

How to adjust campaign and project end dates


To adjust campaign and project end dates
1 In Campaign Manager, select the campaign you want to extend the end date for. Note You cannot extend dates for the _Default campaign. 2 Click Extend. This opens the Extend Campaign/Project dialog box.

Step 1: Select campaign Step 2: Click Extend

Enter the new end date using the guidelines outlined at the beginning of this section.

Click OK to adjust end dates.

Removing campaigns
Before you remove a campaign, determine whether you want to remove the projects contained in it. You can only remove projects that do not have generated calls. Alternatively, Call Scheduler gives you the option to move all projects to the _Default campaign.

To remove a campaign
1 2 In Campaign Manager, select the campaign you want to remove. Click Delete. A message box appears to confirm that you want to delete the selected campaign.

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Click OK.

Another message box appears asking you if you want to also remove the projects contained within the campaign. 4 Do one of the following: If you want to remove projects that do not have generated calls, click Yes. Call Scheduler makes sure all of the projects have not yet generated calls. If this is true, Call Scheduler deletes the projects, and then deletes the campaign. If at least one project has already generated calls, Call Scheduler issues a warning and stops. You will need to remove calls from these projects manually before you can delete the campaign. If you want to move the projects to the _Default campaign, click No.

After Call Scheduler moves the projects, it removes the selected campaign.

Managing Projects
Call Scheduler generates calls based on the projects you create. You need to specify the following for each project: project name and ID project start and end dates project type (see Project types on page 7-18) call report associated with the project For standard and rule-based scheduling: sites and reps assigned to the project scheduling mechanism (see Scheduling types on page 7-19)

scheduling details including call generation preferences and project status

Call Scheduler uses the project wizard to guide you through the specifications you need to supply when you create or change a project.

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Managing Projects

Understanding project types and scheduling types


When you create a project, you always need to define a project type, and for certain types of projects, also a scheduling type. Heres the difference: Project type defines how to generate calls in terms of which sites require calls and which reps need to make the visit and fill out the associated call report. For example, this setting determines whether Call Scheduler generates a single call to distribute to all field reps with handheld devices, or whether Call Scheduler generates and distributes multiple callsone for each site-rep combination in a region. Scheduling type identifies whether calls recur at specified intervals (repeating calls) or whether calls occur one time only (non-repeating calls). Companion settings define how Call Scheduler should manage them. Note Scheduling type settings apply to standard and rule-based scheduling projects only.

Project types
Project types are described in detail earlier in this chapter. To help you decide which technique to use, see Ways to Schedule Calls on page 7-4. The following table summarizes available project types.
This project type... Does this...

Applies to any rephandheld device, FDM PC WebClient, and IVR users


Standard scheduling Calculates a static set of sites and reps based on the filter criteria you specify while creating the project, and always generates calls based on this one-time site-rep result. Dynamically extracts the sites and reps to generate calls for from the up-to-date site/rep database every time scheduling occurs. Selection criteria are based on SQLlike extraction rules.

Rule-based scheduling

Applies to reps using handheld devices and IVR users


Broadcast scheduling Generates a single generic call for all reps.

Applies to reps using handheld devices and FDM PC WebClient


Self-scheduling Generates a generic call for each selected generic site that is available to any rep assigned to the generic sites corresponding region.

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Scheduling types
The following table describes the methods you can use to set up repeating and non-repeating calls.
Use this scheduling type...
Standard Regenerating Cyclical

To do this...
Generate non-repeating calls that are scheduled, answered, and completed once. Generate calls that need to be rescheduled each time the call is completed. Generate repeating calls that recur at a fixed frequency (for example, daily, weekly, monthly) all at once for the entire project period. Generate repeating calls that recur at a fixed frequency, at specified intervals over the project period. For example, generate calls for the next three months every three months up to the projects end date. This method minimizes scheduling overhead by spreading call generation over the period.

Deferred Cyclical

Immediate vs. background scheduling


For standard or rule-based scheduling projects, you can specify whether to schedule calls immediately, or later on in the background using the MSP Scheduling Service. The figure below illustrates how Call Scheduler components control the different types of scheduling. Note For self-scheduling and broadcast scheduling projects, scheduling is always immediate.

Immediate scheduling Call Scheduler allows you to create your project and then generate calls on the spot. If you do this, Call Scheduler immediately performs all scheduling in the foreground; this means you need to wait for scheduling to finish before you can continue specifying additional projects. To avoid tying up computer resources, use this method if youve set up your project to generate a relatively small number of calls. Background scheduling If you think that your projects might generate a large number of calls and thus take a long time to schedule, use background scheduling. With background scheduling, the MSP Scheduling Servicea standard Windows servicepolls for ready projects (projects with Ready status and deferred cyclical projects with upcoming scheduling runs). When it finds one, the service proceeds to generate calls without interfering with your other activities in Call Scheduler.
Note If you are using background scheduling, make sure the MSP Scheduling Service is started. Use Windows Component Services to start and stop this service.

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Managing Projects

Call Scheduler Components

Immediate Scheduling

Background Scheduling MSP Scheduling Service

Call Scheduler (Interactive Desktop)

project specifications & generated calls

generated calls

Application Data

projects ready for scheduling

To find out more about how to specify immediate or background scheduling, see step 9 in the project specification procedure on page 7-26. Once Call Scheduler generates the calls, you can review, and if needed, change or remove calls. To find out more, see Managing Calls on page 7-42.

Viewing Project Details


For existing projects, you can view a project summary as well as specification details.

To view project details


1 In the campaign-project tree in Campaign Manager, click the project you are interested in. Call Scheduler displays summary information about the project, including project statistics (see page 7-21).

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Note The number of generated calls displayed under project statistics can be larger than the number of active calls displayed in the upper pane. This indicates calls were manually added or removed using Call Viewer. 2 If you want to view additional specifications, click the More Details button. This opens the project wizard in view-only mode. Click Next to step through the specifications. To find out more about the project wizard and settings on each screen, see Adding standard or rule-based scheduling projects on page 7-21.

Project status
The following table explains the meaning of the possible project statuses.
This status...
Editing Ready

Means this...
The project is in the specification stage. The project is ready for scheduling and waiting for the MSP Call Scheduler to generate calls. For deferred cyclical call scheduling, additional call sets need to be generated at future scheduling intervals. All calls are generated. For deferred cyclical call scheduling, all call sets have been generated at specified intervals within the span of the project period.

Scheduling in Progress

Completed

Project statistics
If you use background scheduling, the MSP Scheduling Service tracks scheduling progress and status. Call Scheduler displays corresponding statistics in the project summary screen within Campaign Manager. Statistics include execution status, the last time scheduling occurred, the number of generated calls, and, for deferred cyclical scheduling, when the next scheduling run will occur.

Adding standard or rule-based scheduling projects


For a description of standard and rule-based scheduling projects and when you would want to use each one, see Ways to Schedule Calls on page 7-4. The steps for setting up each of these are very similar. Primary differences have to do with: Selection of the project type: Standard Scheduling or Rule-based Scheduling The way you specify selection criteria for the reps and sites you want to generate calls for.

The differences are highlighted in this procedure. For details about rep and site selection, see: Selecting sites and reps in standard scheduling projects on page 7-28 Defining site/rep selection criteria in rule-based scheduling on page 7-30

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Managing Projects

To add a standard or rule-based scheduling project


1 In Campaign Manager, click the campaign you want to add the project to, and then click New Project in the command bar. This opens the project wizard, which steps you through the project specification process. 2 Provide the following information in the Project Definition screen, and then click Next. name for the project optionally, an ID for the project if you want to change the default value the project type; either, Standard Scheduling or Rule-based Scheduling (see Project types on page 7-18 for more information) start and end dates for the project

Call Scheduler initializes the date settings based on campaign start and end dates. You can override these. Make sure of the following: End date must be later that start date. Project dates must be contained within the date range specified for the campaign.

If you want to base this project on a previous specification that you saved as a template, select the template in the Template Selection screen, and then click Next.

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In the Call Report screen, do the following: a If you always want to use the latest version of the call report whenever call scheduling occurs, check the Latest Version box. This setting has value when you use deferred cyclical scheduling (see step 8). Click the browse button, , to view all available call reports.

Select the call report from the list. Note If you want to see all call report versions, check the Show All Versions box.

d 5 6

Click OK.

Click Next. Depending on what kind of scheduling project you have selected (standard or rule-based) define the sites and reps you want to generate calls for. For standard scheduling projects, click the Add button in the Site/Rep Selection screen, and then define the site-rep combination explicitly. You can select from the complete list or use the form to enter filter criteria that pinpoint exactly which sites and reps you want. For step-by-step instructions, see Selecting sites and reps in standard scheduling projects on page 7-28. These site-rep selections are static and saved with the project specification. Every time this project runs, Call Scheduler generates calls for these (and only these) sites and reps.

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When you are finished selecting sites and reps, the screen looks something like this. You can further refine the list using the check boxes and buttons to select and then remove site-rep combinations.

For rule-based scheduling projects, you need to: (1) define your rules for selecting sites in the Site Selection screen, (2) click Next, and then (3) define your rules for selecting reps in the Rep Selection screen. For sites, the rule can be either dynamic, which means Call Scheduler extracts sites meeting your selection criteria from the latest site database, or, you can specify an explicit list of sites (much like standard scheduling) that is saved with the project. You can use only one of these approaches. If dynamic, you can preview the result of the site selection. The rep selection rule is always dynamic. For example, here is a simple rule set for dynamic site and rep selection:
Site rules

Rep rules

For step-by-step instructions, see Defining site/rep selection criteria in rule-based scheduling on page 7-30. 7 When you have completed defining site and rep selections, click Next.

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In the Scheduling Information screen, do the following:

Select the scheduling method to use for this project: standard, regenerating, cyclical, or deferred cyclical (see Scheduling types on page 7-19 for more information). Note The other fields in this screen vary, depending on the scheduling type you select. Specify other settings in the screen using these guidelines, and then click Next.
For this scheduling type...
Standard

Specify this information...



Calls are Due. The date the call is due. Download Calls. The number of days before the

start date when the rep can download calls


Calls Expire. The date when the call expires. Generate Calls... Days in Advance. The

number of days, weeks, or months in advance of the projects start date to schedule it. Regenerating
Generate Calls... Days in Advance. The

number of days, weeks, or months in advance of the new calls start date to schedule it. Cyclical
Calls Are Due. The date the call is due. Download Calls. The number of days before the

start date when the rep can download calls


Calls Expire. The date when the call expires. Schedule Calls Every. The number of elapsed

days, weeks, or months between new calls.


Generate Calls... Days in Advance. The

number of days, weeks, or months in advance of the projects start date to schedule it. Deferred Cyclical All settings specified for Cyclical (see above).
Generate Calls Every. The number of days,

weeks, or months between scheduling runs that generate the next call set.

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Managing Projects 9

Do the following in the How to Schedule screen.

If you want to...


Generate and deploy calls immediately

Specify this......
Check the Schedule Now box. Check the Deploy at Once box. Set Project Status to Ready. Note FDM runs this kind of scheduling in the foreground. If you think it will take a long time due to an exponential number of calls, use background scheduling instead (described next). Clear the Schedule Now box. Check the Deploy at Once box. Set Project Status to Ready. Note Next time the MSP Scheduling Service polls for Ready projects, it will pick up the project and generate calls. Corresponding statistics appear in Campaign Manager when you select the project. For the Schedule Now check box, either check it for foreground scheduling, or clear it for background scheduling. Clear the Deploy at Once box. Set Project Status to Ready. Note Later, you need to review the calls in Call Viewer; when you feel the calls are ready for deployment, change their status from Under Review to Deployed. Clear the Schedule Now box. Set Project Status to Editing. Type in a name in the Template Name text box.

Have the MSP Scheduling Service generate and deploy calls in the background

Have calls generated for review but not deployed

Save the project specification youve created so far, and return to editing it at a later time. Save the current project specification as a template that you can reuse as a starting point for a new project. Enable automatic verification to help you fix exceptions Call Scheduler generates for rulebased projects. Note To see the Tracking check box, you must also enable automatic verification in Thinque Management Console (see "Enabling automatic exception verification" on page 7-58 for more details).

Check the Tracking box.

Note See Managing Exceptions on page 7-50 for more information.

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If you checked the Schedule Now box, Call Scheduler displays this prompt.

Do one of the following: If you think you might have a large number of calls, and would prefer to run scheduling in the background, click Cancel. The MSP Scheduling Service will generate calls next time it polls for ready projects. If you want to proceed with immediate scheduling in the foreground, click OK.

After creating the project, Campaign Manager displays the project under the specified campaign node in the campaign-project tree with corresponding details.

Once Call Scheduler generates calls, you can view them using Call Viewer. From here, you can fine-tune existing calls, add new ones, and if needed, remove calls (see Managing Calls on page 7-42).

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Selecting sites and reps in standard scheduling projects

Selecting sites and reps in standard scheduling projects


For standard scheduling, you need to explicitly select sites and corresponding reps you want to generate calls for in the Site/Rep Selection screen. You can select them either: one by one from the full list of sites, or use filtering techniques to first restrict the site list, and then select the sites and reps you want saved with the project.

To see where these steps fit into the wizard flow, see step 6 on page 7-23.

Standard Project Specification Wizard


Standard Site-Rep Combination Selection Specifications (preceding) (1) Project definition (2) Template selection (3) Call report selection (4) Site-Rep Selection Specifications (following) (5) Scheduling repetition (6) Deployment constraints

Select Sites (explicit)

To select sites and reps in standard scheduling projects


1 In the Site/Rep Selection screen in the project wizard, click Add. This opens the Site Selection screen. By default, the list at the top of the screen contains all sites in the database. The Rep field for each site is a drop-down list that contains all reps assigned to the site. This field initializes to the default rep prefixed with (D).

From here you can either explicitly select the sites and reps for the project oneby-one. If needed, you can restrict the list to a suitable subset by specifying filter criteria.

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If you want to restrict the list of sites and reps, specify filter criteria in the form at the bottom of the screen, and then click Apply Filter. To find out more about wildcards in filters, see Using filters on page 1-10.

The list at the top of the screen changes to display only those sites that match your filter criteria. 3 Do the following to select the site-rep combinations: a Either individually check the boxes for the sites you want to assign to the project, or click the Select All button to select all of the entries in the list.

To select a rep other than the default rep for the site, select a rep from the corresponding drop-down list.

Note For each site, Call Scheduler accepts only one site-rep combination. If you select one combination, and then later add another combination for the same site by selecting a different rep, Call Scheduler replaces your original site-rep combination with your last selection. 4 Click OK to add the site-rep combinations and return to the Site/Rep Selection screen.

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Defining site/rep selection criteria in rule-based scheduling


With rule-based scheduling, Call Scheduler saves the search criteria for sites and reps as selection rules, and applies them at the time scheduling occurs. Unlike standard scheduling, you need to define the site selection rules separately from the rep selection rules. Heres what you need to do: Define your site selection rules in the Site Selection screen and choose whether to define: an explicit (static) list of sites (explicit site selection), or criteria for selecting sites every time scheduling occurs (dynamic site selection)

Define your rep selection criteria in the Rep Selection screen. For reps, you always define dynamic rules in terms of rep-site relationships and/or selection criteria similar to dynamic site selection.

The Site Selection screen and Rep Selection screen appear in succession in the rulebased scheduling project specification wizard. To see where these steps fit into the wizard flow, see step 6 on page 7-23.

Rule-Based Project Specification Wizard


Rule-based Site and Rep Selection Specifications (preceding) (1) Project definition (2) Template selection (3) Call report selection Specifications (following) (6) Scheduling repetition (7) Deployment constraints

(4) Site Selection

Next

(5) Rep Selection

Advanced Site Selection Select Sites (explicit)

Selected Sites Preview

Advanced Rep Selection

Explicit site selection


Use the Selected Sites option in the Site Selection screen. With this technique, you select sites explicitly and save the result with the project. The steps are similar to those used with standard scheduling projects. Click the Add button and then follow the instructions presented in Selecting sites and reps in standard scheduling projects on page 7-28 keeping this one difference in mind: While standard scheduling allows you to select the rep when making your site selections, rule-based scheduling does not. Instead, you need to define the rep selection rule using the Rep Selection screen.

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explicit site selection

Dynamic site selection


Use the All Sites option in the Site Selection screen. With this technique, you define rules for searching the site database every time scheduling occurs. This way, you generate calls for the latest set of sites meeting your search criteria.

dynamic site selection

This screen provides fill-in fields for the most common kinds of site attributes you might want to search on. The zip code, class type, and code type fields accept text string values where standard SQL syntax applies, including wildcards. To find out more, see Text-based attributes that accept wildcards on page 7-34. To specify more complex selection criteria, click Advanced Site Selection; for stepby-step instructions, see Adding advanced rules on page 7-33.

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Dynamic rep selection


When specifying rep selection, you always define rules from options in the Rep Selection screen. Call Scheduler applies these rules in combination with your site selection rules every time scheduling occurs. This way, you generate calls for the latest set of reps meeting your search criteria.

This screen provides a mutually exclusive set of options and a way to add advanced SQL-like rules for more complex selection criteria. You can either: select one option, or for certain combinations, select an option and specify advanced rules.
No Rep generates one call for each site with no rep assignment. Later, when you

When making your choice, consider the following: review the calls, you need to manually assign a rep. Call Scheduler ignores any advanced rules.
Default Rep generates one call for each site and automatically assigns the rep

who is designated as the site default. Call Scheduler ignores any advanced rules. The Random Rep... options generate one call per site, randomly assigning a rep according to the selection mechanism described in the option name. To refine the selection further, specify advanced rules; see the next section, Adding advanced rules. The All... options potentially generate several calls per site according to the rep selection mechanism described in the option; each call goes to a different rep. To refine the selection further, specify advanced rules; see the next section, Adding advanced rules.

Note If for a given site there is no rep satisfying the selection, Call Scheduler generates the call without a rep; later on, you need to manually assign a rep when reviewing the calls.

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Adding advanced rules


Use this method to specify site (see below) or rep (see page 7-34) selection criteria that you cannot specify in the basic filter form provided. If you specify more than one criterion, these logic rules apply: When there are multiple conditions on the same attribute, Call Scheduler combines conditions using the OR logical operator. For conditions on different attributes, Call Scheduler combines conditions using the AND logical operator.

To specify advanced rules for site selection


1 2 In the Site Selection screen, select the All Sites option. Click the Advanced Site Selection button. This opens the Advanced Site Selection screen.

Select the site attribute you want to search on.

Enter the value you want Call Scheduler to match when searching the site database. Standard SQL syntax for text strings apply, including the use of wildcards. To find out more, see Text-based attributes that accept wildcards on page 7-34.

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After entering selection criteria, click Add.

Repeat step 3 through step 5 for as many criteria as you need.

To specify advanced rules for rep selection


Follow the steps for site selection above, with these differences: Start from the Rep Selection screen. Click the Advanced Rep Selection button to open the screen that allows you to add SQL-like rules.

Note If you also select either the No Rep or Default Rep option, Call Scheduler ignores these advanced rules. For all other options, Call Scheduler combines the search criteria.

Text-based attributes that accept wildcards


The following table summarizes the wildcard characters you can use in text-based site and rep attribute values.
Use this wildcard symbol...
* or % ?

To allow substitution at the specified string location for...


Zero or more alphanumeric characters of any kind Exactly one alphanumeric character of any kind

Note If you use asterisk (*) wildcards, Call Scheduler substitutes the equivalent SQL-standard percent (%) symbol. The following table summarizes the site and rep attributes that accept text-based values.
Site text-based attributes
Name City State Country Code ID ID2 Postal Code Class Frequency

Rep text-based attributes


First Name Last Name ID City Postal Code Middle Name Title Username State Country

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Previewing results for dynamic site or rep selection


When you specify rules for dynamic site or rep selection, you can preview results extracted from the current database, and then tweak selection criteria until you obtain expected results.

To preview dynamic site selection results


1 In either the Site Selection or Advanced Site Selection screen, click the Preview Selected Sites button. This opens the Selected Sites Preview dialog box.

When finished, click the cancel button,

, in the title bar.

To preview dynamic rep selection results


1 In either the Advanced Rep Selection screen, click the Preview Selected Reps button. This opens the Selected Reps Preview dialog box.

When finished, click the cancel button,

, in the title bar.

Adding a self-scheduling project


For a description of self-scheduling projects, see Ways to Schedule Calls on page 7-4. By default, these kinds of projects are not available within Call Scheduler; your FDM administrator needs to enable the feature (explained below). Note This kind of scheduling applies to handheld device and FDM PC WebClient users.

Enabling self-scheduling projects


If when adding a project you do not see the option for creating a self-scheduling project, the feature has not been enabled. To do so, you must have access to Thinque Management Console. If you dont, ask your FDM administrator to complete the following procedure. Note For detailed information about how to use Thinque Management Console, consult the TMC Administrators Guide.

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To enable self-scheduling projects


1 2 Start and log on to Thinque Management Console. In the console tree, right-click the enterprise application node for your companys installation (by default, MSP Field Data Module), and then click Configuration Options.

On the Field Client tab, do the following: a b Check the Allow Self-Scheduling box. If you want to allow field reps who use handheld devices to self schedule calls for sites theyve added themselves, check the Allow Self-Scheduling for New Sites.

Note FDM PC WebClient users can only self-schedule calls for existing sites, not for new sites. You can now proceed to create a self-scheduling project.

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Creating a self-scheduling project


Many of the steps in this procedure are similar to steps for creating standard scheduling projects. Similar steps are abbreviated here. This procedure gives more detail whenever there are significant differences between standard and selfscheduling projects. If you have questions and want to see the appearance of screens for common steps, see Adding standard or rule-based scheduling projects on page 7-21.

To add a self-scheduling project


1 In Campaign Manager, click the campaign you want to add the project to, and then click New Project in the command bar. This opens the project wizard, which steps you through the project specification process. 2 Provide the following information in the Project Definition screen, and then click Next. name for the project optionally, an ID for the project if you want to change the default value the project type; in this case, Self-Scheduling (see Project types on page 7-18 for more information) start and end dates for the project

Call Scheduler initializes the date settings based on campaign start and end dates. You can override these. Make sure of the following: 3 End date must be later that start date. Project dates must be contained within the date range specified for the campaign.

If you want to base this project on a previous specification that you saved as a template, select the template in the Template Selection screen, and then click Next. Do the following in the Call Report screen, and then click Next: a b Click the browse button, , to view all available call reports. Select the call report from the list. Note If you want to see all versions of call reports in the list, check the Show All Versions box. c Click OK to return to the Call Report screen.

In the Generic Site Selection screen, click Add.

This opens the Select Generic Site(s) screen. By default, the list at the top of the screen contains all generic sites in the database. From here, you need to select

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the generic sites for the project one-by-one. If needed, you can restrict the list to a suitable subset by specifying filter criteria (next step).

Note To find out how to create generic sites, see "Creating site records" on page 3-10. 6 If you want to restrict the list of generic sites, specify filter criteria (either region or chain) in the form at the bottom of the screen, and then click Apply Filter.

The list at the top of the screen changes to display only those sites and reps that match your filter criteria. 7 For each generic site you want to generate a call for, check the box to the left of the entry.

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Click OK to return to the Generic Site Selection screen, which now displays the sites you selected.

Click Next.

10 Do the following in the How to Schedule screen.

If you want to...


Have calls generate immediately Have calls generated for review but not deployed

Specify this......
Check the Deploy at Once box. Set Project Status to Ready.

Clear the Deploy at Once box. Set Project Status to Ready. Note Later, you need to review the calls in Call Viewer; when you feel the calls are ready for deployment, change their status from Under Review to Deployed. Clear the Deploy at Once box. Set Project Status to Editing.

Save the project specification youve created so far, and return to editing it at a later time. Save the current project specification as a template that you can reuse as a starting point for a new project.

Type in a name in the Template Name text box.

11 Click Finish.

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Adding a broadcast scheduling project


For a description of broadcast projects, see Ways to Schedule Calls on page 7-4. Many of the steps in this procedure are similar to steps for creating standard scheduling projects. Similar steps are abbreviated here. This procedure gives more detail whenever there are significant differences between standard and broadcast scheduling projects. If you have questions and want to see screen appearance for common steps, see Adding standard or rule-based scheduling projects on page 7-21.

To add a broadcast scheduling project


1 In Campaign Manager, click the campaign you want to add the project to, and then click New Project in the command bar. This opens the project wizard, which steps you through the project specification process. 2 Provide the following information in the Project Definition screen, and then click Next. name for the project optionally, an ID for the project if you want to change the default value the project type; in this case, Broadcast Scheduling (see Understanding project types and scheduling types on page 7-18 for more information) start and end dates for the project

Call Scheduler initializes the date settings based on campaign start and end dates. You can override these. Make sure of the following: 3 End date must be later that start date. Project dates must be contained within the date range specified for the campaign.

If you want to base this project on a previous specification that you saved as a template, select the template in the Template Selection screen, and then click Next. Do the following in the Call Report screen, and then click Next: a b Click the browse button, , to view all available call reports. Select the call report from the list. Note If you want to see all versions of call reports in the list, check the Show All Versions box. c Click OK to return to the Call Report screen.

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Do the following in the How to Schedule screen.

If you want to...


Generate and deploy calls immediately Generate calls immediately to review later Save the current project specification as a template that you can reuse as a starting point for a new project

Specify this......
Check the Deploy at Once box. Clear the Deploy at Once box. Type in a name in the Template Name text box.

Click Finish.

Changing projects
If you have not yet deployed calls for a project and project status is Editing or Ready, you can change the project specification. If calls are already deployed, and the project status is Completed or Scheduling in Progress, you can extend the project end date only.

About changing project end dates


If you change the project end date, it must be to a date later than you originally specified. You can also adjust end dates for all projects within a campaign simultaneously, which is explained in "Extending campaign, project, and call end dates" on page 7-14. See that section for an explanation of the effect project end date adjustments have on calls already generated for the project.

Ways to change projects


To change the specification for a project with Editing or Ready status
In Campaign Manager, select the project you want to change, and then click Modify. This opens the project wizard, which steps you through the necessary screens to change the project.

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To extend the end date for any project


1 2 In Campaign Manager, select the project you want to extend the end date for, and then click Extend. This opens the Extend Campaign/Project dialog box. Enter an end date that is later than the date in the original specfication, and then click OK.

Removing projects
Note Before you can remove a project, you must remove generated calls within the project.

To remove a project
1 2 3 4 5 In Campaign Manager, select the project you want to remove. In the menu bar, click Call Viewer. If there are any calls for this project, remove them. In the menu bar, click Campaign Manager. Click Delete. When the message box appears, click OK to remove the project.

Managing Calls
You can view, change, and remove generated calls using Call Viewer. You can also manually create calls and move them between projects.

Viewing and filtering the call list


You can view and filter a call list either: for a selected project or campaign across all campaigns

Viewing calls for a selected project


When you open Call Viewer, the viewer displays a list of all generated calls for the project you selected in Campaign Manager. If the call list is large, you can filter the list to display only the calls of interest to you. For example, if you want to view all calls for a given rep, you can filter the list based on the rep name. This way, you dont have to scroll through the entire list to find the ones you want to view.

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To view and filter the call list


1 2 In the campaign-project tree in Campaign Manager, select the project you want to view the list of calls for. In the menu bar, click Call Viewer. The Call Viewer screen opens in the scheduler frame and displays a list of generated calls. Note If Call Scheduler generated exceptions for the call, an exclamation point, , appears in the Details column. See Managing Exceptions on page 7-50 for more information.

If the call list is large and you want to view a subset of calls based on specific selection criteria, click Filter.

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Using the browse buttons, , and the drop-down lists, specify your selection criteria. When you click a browse button, another dialog box opens where you specify one constraint.

5 6

Click OK to return to the filter screen, and repeat step 4 to add or change selection criteria. Click Apply Filter.

The filter results display and a check mark appears next to Filter on the command bar.

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Viewing all calls regardless of campaign


You can view calls across all scheduled projects taking into consideration the following caveat: Because of the potentially enormous number of calls, Call Scheduler requires that you specify one or more filter criteria. You can start this process from either Call Viewer or Campaign Manager.

To view all calls starting from Call Viewer


1 In Call Viewer, click Filter, fill in one or more search criteria, and then click OK.

The Filter command displays with a check mark when you have specified at least one search criterion. 2 In the Select Project or Campaign list, select ALL PROJECTS. Note If you forget to specify search criteria, Call Viewer prompts for the filter details.
Step 2: Select ALL PROJECTS

Step 1: Apply filter

Call Scheduler immediately retrieves and displays the calls that satisfy your search criteria.

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To view all calls starting from Campaign Manager


1 In Campaign Manager, select All Campaigns.

Select this node

Click Call Viewer. Call Scheduler prompts for filter criteria.

3 4

Click OK. This opens the filter form. Fill in one or more search criteria, and then click Apply Filter to display the list of calls that satisfy the search criteria.

Interpreting call status


Call Scheduler supports the following call status types.
This status type...
Under Review

Indicates this...
The call is under construction; this happens when the project status is Editing. The call is generated and ready for the field rep to retrieve; project status is Ready. You can change the status of a Deployed call to Under Review. The field rep has retrieved the call from the MSP server. The field rep has downloaded the call, but not yet completed it. The field rep uploaded the call to the MSP server with outstanding issues in the call. The field rep completed the call and uploaded it to the MSP server.

Deployed

Downloaded In Process

Declared Complete

Complete

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Viewing call details


You can view details for any call.

To view call details


In Call Viewer, click the Details button . This opens the Call Details screen.

Adding calls manually


Typically, Call Scheduler generates calls based on a project specification (see Managing Projects on page 7-17). However, you might want to add calls to a project manually. For example, if you realize that you incorrectly selected the sites and reps for a particular project, and you want to deploy calls to additional reps, you can do so manually using Call Viewer.

To add a call using Call Viewer


1 2 In Call Viewer, click New Call in the command bar. This displays the New Call screen. Specify the following in the New Call screen.

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For this setting...


Call Report

Specify this...
Call report to associate with the call. To create call reports, use Call Report Builder (see Chapter 6, Call Report Builder). Name of the site to assign to the call. Name of the rep to assign to the call. Starting date for the call. Date the call is due. Number of days, before the start date, that the rep can access the call from the field. Date when the call expires. Current status of the call: either Under Review or
Deployed.

Site Rep Start Date Due Date Download Date Expiration Date Status

Click OK.

The new call displays in Call Viewer.

Moving calls between projects


For standard and rule-based scheduling projects, Call Scheduler allows you to move calls between projects. The originating and destination projects must be of the same type. This is something you might want to do if you realize that a large number of calls were not generated in a particular project. You can generate them in a separate project, and then move them to the first one.

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To move calls between projects


1 2 In Call Viewer, check the boxes for the calls that you want to move, and then click Move in the command bar. Select the project you want to move the selected calls to, and then click OK. The project drop-down list shows only those projects that are of the same type as the originating project.

The selected calls appear in Call Viewer under the listing for the new project.

Changing calls
Once Call Scheduler has generated calls, or after you create calls manually, you can edit details for calls with Under Review status. For example, if you create a project and generate its calls, and then realize that the start date for the project is incorrect, you can simply use Call Viewer to change the start date for each of the calls. This way, you avoid having to delete all of the incorrect calls and having to start over with a new project. Note You can also edit calls with Deployed status by first changing each deployed calls status to Under Review.

To change a call
1 2 Check the box for the call you want to change and then click Modify. Change call details as needed, depending on the calls status (see the preceding table).

Click OK.

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Removing calls
To remove calls
1 2 3 In Call Viewer, check the box for the call you want to remove. Note You can check multiple boxes. Click Delete. When the message box appears, click OK to remove the calls.

Managing Exceptions
When Call Scheduler generates calls for rule-based projects, it also generates exceptions if it detects problems, and lists them in Exception Viewer with their exception type and status. All calls with new exceptions have an Under Review status. In Call Viewer, they display with an exclamation point icon, . Depending on how you fix the exception, and on what features are enabled in Call Scheduler, you can process exceptions either manually on a call-by-call basis, or by using the Call Schedulers automated verifier on a project-by-project basis.

Manual exception handling With this approach, you need to process exceptions as
follows: 1 2 Optionally fix exceptions by editing calls in Call Viewer. Use Exception Viewer to process each exceptioneither set status to Ignored or physically delete the exception. This step is described in Handling exceptions manually on page 7-55.

Automated exception handling If automatic exception verification is enabled, you can fix and verify exceptions by following these steps:
1 2 Change site and rep attributes using FDM Desktop (for example, reassign reps in Rep Manager). Run the Verify command on the project. Call Scheduler automatically verifies the effect of your fixes on the results generated by project rules and updates the exceptions list accordingly. This step is described in Handling exceptions using automatic verification on page 7-56.

Note By default, the Verify command is disabled. To find out how to enable it, see "Enabling automatic exception verification" on page 7-58.

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Here is a typical task flow for managing exceptions.

Receive exception in project

Fix exception

*Always available Manually verify fix* Automatically verify fix**

**You must enable automatic verification (see page 7-50)

Exception types
Call Scheduler supports the following exception types and subtypes.
Exception type Description Possible resolution

When reps are not available...


Rep terminated Rep on vacation For the rep the call is assigned to, the Terminated attribute is set on the Details tab in Rep Manager. For the rep the call is assigned to: Vacation, Vacation Starts, and Vacation Ends attributes are set on the Details tab in Rep Manager, and the call date falls within the reps vacation dates. For the rep the call is assigned to, the Sick attribute is set on the Details tab in Rep Manager. No reps are assigned to the region Call Scheduler is generating calls for. Reassign the call to another rep. Reassign the call to another rep.

Rep is sick No rep in the region

Reassign the call to another rep. Reassign the call to another rep or, if you have enabled automatic verification, assign the rep to the region.*

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Exception type
No rep assigned

Description
No reps are assigned to the site Call Scheduler is generating calls for.

Possible resolution
Reassign the call to another rep or, if you have enabled automatic verification, assign the rep to the site.* Reassign the call to another rep or, if you have enabled automatic verification, set the rep as the default rep for the site.* Reassign the call to another rep. Reassign the call to another rep.

No default rep

No default reps are assigned to the site Call Scheduler is generating calls for.

Rep no longer applies Rep is not compatible with call report

The site/rep combination is no longer valid; for example, the rep is no longer assigned to the site. Call report requires rep with specific attributes, and the assigned rep does not meet the requirements; for example, the rep is an IVR user and the call report is not IVR-enabled. Some rare condition, such as if there are no reps in the system, or if a rep is permanently deleted.

Other

Reassign the call to another rep or, if you have enabled automatic verification, create reps and assign reps to sites, as necessary.*

When sites are not available...


Site not yet approved The call is generated for a site created in the field that has not been approved by the FDM administrator; for example, a rep self-scheduled a call and created a new site in the process that is awaiting approval. The site Call Scheduler is generating the call for is no longer valid; for example, it has been deleted or reassigned to another region. Reassign the call to an existing site or, if you have enabled automatic verification, approve the change request for the new site in Sync Manager.* Reassign the call to another site or, if you have enabled automatic verification, modify the site to fix the problem.*

Site no longer applies

If you use automatic verification, make sure you run Verify on the project after changing rep and site attributes in FDM Desktop.

Exception status
When you view exceptions in Exception Viewer, they display with either of the following status types:
Newa new exception. Before you deploy the corresponding call, you need to

fix, mark as ignored, or remove the exception. Note Call Scheduler allows you to deploy the call without addressing exceptions. Do so with care. If you choose to skip this step, you might experience unexpected results.
Ignoredan exception you want Call Scheduler t overlook in future scheduling runs (see Ignoring exceptions on page 7-55).

You can also filter the list of exceptions based on these status types.

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Viewing and filtering the exception list for a project


When you open Exception Viewer, the viewer displays a list of all generated exceptions for the rule-based project you selected in Campaign Manager. If the exception list is large, you can filter the list to display only the exceptions of interest. For example, if you want to view all exceptions for a given rep, you can filter the list based on the rep name. This way, you dont have to scroll through the entire list to find the ones you want to view.

To view and filter the exception list


1 2 In the campaign-project tree in Campaign Manager, select the project you want to view the list of exceptions for. In the menu bar, click Exception Viewer. Exception Viewer screen opens in the scheduler frame and displays a list of generated exceptions.

If the exception list is large and you want to view a subset of exceptions based on specific selection criteria, click Filter.

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Managing Exceptions 4

Using the browse buttons and the drop-down lists, specify your selection criteria. When you click a browse button, another dialog box opens where you specify one constraint.

5 6

Click OK to return to the filter screen, and repeat step 4 to add or change filter criteria. Click Apply Filter.

The filter results display and a check mark appears next to Filter on the command bar.

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Viewing exception details


You can view details for any exception.

To view exception details


In Exception Viewer, click the Details button, Details screen. . This opens the Exception

Handling exceptions manually


To manually verify fixes, you need to validate the exceptions in Exception Viewer by marking them as ignored or by physically deleting them. At your discretion, you can manually fix any problems in the generated call set on a call-by-call basis using Call Viewer.

Ignoring exceptions
When you assign Ignored status to an exception, the corresponding call no longer displays with the exclamation point in Call Viewer. More importantly for projects that employ regenerating or deferred cyclical type scheduling, the Ignored status informs Call Scheduler to overlook the exception in future scheduling runs.

To ignore exceptions
1 2 In Exception Viewer, check the box for the exception you want to ignore. Note You can check multiple boxes. Click Ignore.

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Managing Exceptions 3

When the message box appears, click OK to confirm.

The status of the exception changes to Ignored.

Removing exceptions
You can physically remove an exception listed in Exception Viewer. In Call Viewer, the corresponding call no longer displays with the exclamation point. Note If you decide not to fix the underlying problem for projects that employ regenerating or deferred cyclical type scheduling, Call Scheduler will detect and report the exception the next time verification occurs. To avoid this, assign Ignored status to the exception instead.

To remove exceptions
1 2 3 In Exception Viewer, check the box for the exception you want to remove. Note You can check multiple boxes. Click Delete. When the message box appears, click OK to confirm.

Call Scheduler removes the exception from the list in Exception Viewer, and also removes the exclamation point from the call displayed in Call Viewer.

Handling exceptions using automatic verification


If your FDM administrator has enabled the automatic exception verification feature, you can use the Verify command in Campaign Manager to automatically verify fixes for generated calls on a project-by-project basis. This is an iterative process that involves implementing fixes to resolve detected exceptions, and then running the Verify command again to see if your fixes work or reveal new problems. Call Scheduler allows you to run project verification either immediately in the foreground, or later on in the background on a specified date. If you choose to verify the project later, a check mark appears in the project details pane to indicate the project is pending verification.

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By default, this feature is disabled


This means the Verify command is not visible. To find out how you can enable it in Call Scheduler and then activate automatic verification for a specific rule-based project, see Enabling automatic exception verification on page 7-58.

Preparing for automatic verification


To prepare for automatic verification, follow these guidelines: Use FDM Desktop to fix call generation problems caused by missing relationships in the underlying business model. Once you adjust site and rep attributes in this way, Call Scheduler verifies calls generated using the latest rule-based results. Note For automatic exception verification, youll achieve the best results by fixing call generation problems at the source as described above. However, you can also edit calls manually in Call Viewer, just as you would for manual exception handling. While iteratively fixing and reverifying exceptions, determine on a case-bycase basis whether you need to adjust exception status to Ignored or remove the exception altogether. This works in exactly the same way as described for manual exception verification. To find out more, see Handling exceptions manually on page 7-55.

What happens when you run automatic verification


FDM generates only one exception at a time per call. So, it is possible to fix an exception, automatically verify it, and then receive another exception for the call if the original call contained multiple errors. If Call Scheduler verifies that you fixed an exception, it removes it from the list in Exception Viewer. If there are no additional exceptions associated with the call, Call Scheduler removes the exclamation point icon from the call displayed in Call Viewer. If Call Scheduler verifies that you fixed an exception, but the original call contains another exception or you accidentally introduced an error with the last fix, Exception Viewer generates a new exception and displays it in the list. In Call Viewer, the exclamation point icon remains displayed with the call.

If necessary, the verification process also generates new calls. For example, if you generated your project for all sites in a particular region, and then decide to add another site to the region before you run verification, Call Scheduler automatically generates the new call for the new site along with any exceptions. Or, if you have an abnormal situation, for example, if there are no reps in the system, Call Scheduler generates a new call for you in Under Review status along with an exception. Note If a call has a Downloaded or Complete status, the verification process does not validate the call or generate a new exception for it.

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Enabling automatic exception verification


Automatic exception verification is an optional feature of Call Scheduler. By default, it is disabled. If you want call administrators to be able to use this feature, you need to first enable it in Thinque Management Console, and then activate it for specific rule-based projects. Heres what you need to do.

In Thinque Management Console


1 In the console tree, right-click the enterprise application node for your companys installation (by default, MSP Field Data Module), and then click Configuration Options. On the Field Client tab, check the Allow Project Verification box.

The next time you open Call Scheduler, you will see the Verify command in the command bar.

Verify command visible once enabled

In Call Scheduler
When creating or editing a rule-based scheduling project using the project wizard, check the Tracking box in the How to Schedule screen.

Initiating automatic exception verification


You can have Call Scheduler automatically verify either: an individual rule-based project with tracking enabled, or a campaign that contains rule-based projects with tracking enabled

Note If you are using automatic verification for deferred cyclical projects, you must run the verification process between the call generation cycles.

To automatically verify exceptions for a rule-based project


1 2 3 Open Campaign Manager and in the campaign-project tree, select the rulebased project you want to verify your fixes for. Click Verify on the command bar. In the screen that appears, click one of the following:
Verify Later. This option runs the verification process in the background on the date you select (click the button to open the Calendar dialog box, select the date, and then click OK). Use this verification option if your project contains a large number of calls and thus might take a long time to verify. Verify Now. This option runs the verification process immediately in the foreground. This means you need to wait for verification to finish before

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you can continue fixing exceptions. To avoid tying up computer resources, use this verification option if your project contains a relatively small number of calls.

Click OK.

To automatically verify exceptions for a campaign


1 2 3 Open Campaign Manager and in the campaign-project tree, select the campaign you want to verify your fixes for. Click Verify on the command bar. In the screen that appears, click the browse button to open the Calendar dialog box, and do the following: a b Select the appropriate date. Click OK.

Click OK again.

On the selected date, Call Scheduler will run the verification process in the background.

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Chapter 8

Promotion Manager
Overview
This chapter describes how to use the Promotion Manager module of the MSP Field Data Module (FDM) Desktop. Use Promotion Manager to identify product promotions at either the chain or site level. You can: Create and maintain promotions running at specific chains Create and maintain promotions running at specific sites

The Promotion Manager Window


The Promotion Manager window contains two tabs. These module components and corresponding tool bar buttons are described in this section.

To start Promotion Manager


1 2 Start and log on to FDM Desktop. On the module tool bar, click the Standard module group, and then click the Promotion Manager shortcut button.

8-2

The Promotion Manager Window

The Promotion Manager window displays in the workspace.

tabs

Module tool bar action buttons


Once you open Promotion Manager, these action buttons appear in the module tool bar.
Use this action button... To do this...
Add a new chain or site promotion.

Save any changes made to the selected promotion.

Save selected promotion information and add a new promotion.

Cancel any changes made to the selected promotion.

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Chain Promotion tab


Use the Chain Promotion tab to create and maintain promotions at the chain level. The top portion of the tab displays a listing of current chain promotions. The lower portion of the tab displays data entry fields.

The Defaults that appear in the lower-right portion of the window provide comparative information. For example, if a chain promotion is running based on price, the default price appears under Defaults, and a pricing field becomes available for editing.
For this setting...
Chain Product Download Date

Do this...
Select the chain for the promotion. Select the product on promotion. Click the browse button (...) to display the Calendar dialog box and select the date when the promotional information should be accessible to the field. Click the browse button (...) to display the Calendar dialog box and select the start date for the promotion. Click the browse button (...) to display the Calendar dialog box and select the end date for the promotion. Click the browse button (...) to display the Calendar dialog box and select the expiration date for the promotion. Select or override authorization status for the product on promotion. User-defined identifier for the promotion.

Start Date End Date Expire Date

Status ID

8-4

The Promotion Manager Window

Site Promotion tab


Use the Site Promotion tab to create and maintain promotions at the site level. The top portion of the tab displays a listing of current site promotions. The lower portion of the tab displays data entry fields.

The Defaults that appear in the lower-right portion of the window provide comparative information. For example, if a site promotion is running based on price, the default price appears under Defaults, and a pricing field becomes available for editing.
For this setting...
Chain Product Download Date

Do this...
Select the chain for the promotion. Select the product on promotion. Click the browse button (...) to display the Calendar dialog box and select the date when the promotional information should be accessible in the field. Click the browse button (...) to display the Calendar dialog box and select the start date for the promotion. Click the browse button (...) to display the Calendar dialog box and select the end date for the promotion. Click the browse button (...) to display the Calendar dialog box and select the expiration date for the promotion. Select or override authorization status for the product on promotion. User-defined identifier for the promotion.

Start Date End Date Expire Date

Status ID

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Chain Promotions
Chain promotions provide information about promotions being offered at specific chains during a specified period.

To add a chain promotion


1 2 In the Promotion Manager window, click the Chain Promotion tab and click the New Promotion button on the module tool bar. Complete the data entry fields as necessary and then click Save Promotion to save the entry or, Save and Add Promotion to save entries and add another promotion.

To change a chain promotion


1 2 3 In the Promotion Manager window, click the Chain Promotion tab and select the promotion you want to change. Make changes to the data entry fields as necessary. Click Save Promotion to save your changes.

Site Promotions
Site promotions provide information about promotions being offered at specific sites during a specified period. They can also exclude chain promotions from being offered at specified sites.

To add a site promotion


1 2 In the Promotion Manager window, click the Site Promotion tab and click the New Promotion button on the module tool bar. Complete the data entry fields as necessary and then click Save Promotion to save the entry or, Save and Add Promotion to save entries and add another promotion.

To change a site promotion


1 2 3 In the Promotion Manager window, click the Site Promotion tab and from the listing, select the promotion that you want to edit. Make changes to the data entry fields as necessary. Click Save Promotion to save your changes.

To exclude a site from a chain promotion


1 2 3 4 Complete the entry for the chain promotion as detailed on page 8-5. Create a new site promotion with the same information as the chain promotion, specifying the site that you need to exclude. In the Status list, select Unauthorized. Click Save Promotion.

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Site Promotions

Chapter 9

Sync Manager
Overview
This chapter describes how to use the Sync Manager module of the MSP Field Data Module (FDM) Desktop. Sync Manager provides a simple way to coordinate customer information changes made in the field with the MSP application database. It allows handheld device users to: add or change site information, including contact details create new sites to self-schedule calls for

FDM sends the updated information to the MSP server; it appears in FDM Desktop as change requests. Managers receive requests in the Sync Manager module and can either accept or discard changes. Use Sync Manager for the following tasks: Accepting changes to site or contact information Editing changes to site or contact information Discarding changes made to site or contact information

Note Sync Manager only applies to changes from handheld device users; FDM PC WebClient users changes are immediate.

How site update synchronization works


Modifications are stored on the handheld device as change requests for update on the server. These change requests are highlighted in red. Between connections, the changes appear on the clients site and contact screens instead of the old information. When the user connects to the server, the requests are uploaded and queued for administrative approval. As long as the requests are pending approval, the device continues to display the updated information. When the client connects to the server again after a request is approved or denied, the clients database is updated accordingly and the requests for changes are deleted from the database. If the request is denied, the site and contact tables on the device revert to their original settings. If the request is approved, the site and contact tables are updated.

9-2

Overview

About adding new sites for self-scheduling calls


When Call Scheduler generates calls for self-scheduling projects, the field reps that respond to them can either select the site to complete the call for from a list of available sites, or they can create a new site. (For more information about selfscheduling projects, see page 7-5.) If the rep decides to create a new site, FDM tries to find a matching site in the MSP application database. If it does not find a matching site, it sends a change request for the new site to Sync Manager.

How matching works


If a rep self-schedules a call for a new site, FDM tries to find a matching site in the MSP application database. FDM compares the new site details against the default matching criteriaa combination of NAME+ID+POSTAL CODE fields in the Outlet table (you can configure the default matching criteria to suit your needs). If FDM matches the new site to an existing one using the matching criteria, it assigns and saves the self-scheduled call to the existing site.

If FDM doesnt find a matching site


If FDM doesnt find a matching site, it sends a change request for the new site to Sync Manager. When you receive the change request in Sync Manager, you can do one of the following: 1 Accept the change request for the new site (see Accepting change requests on page 9-7). FDM adds the new site to the MSP application database and assigns the self-scheduled call to the new site. Reject the change request for the new site (see Discarding change requests on page 9-8). FDM discards the change request and removes the self-scheduled call. Manually match the new site with an existing one. FDM discards the change request and assigns the self-scheduled call to the site you select.

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The Sync Manager Window

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The Sync Manager Window


The Sync Manager window contains two tabs. The tabs, associated lists, and corresponding tool bar buttons are described in this section.

To start Sync Manager


1 2 3 Start and log on to FDM Desktop. Log in using your assigned user name and password. A successful login displays the FDM Desktop window. On the module tool bar, click the Calls/Scheduling module group, and then click the Sync Manager shortcut button.

The Sync Manager window displays in the workspace.

Module tool bar action buttons


Once you open Sync Manager, these action buttons appear in the module tool bar.
Use this action button... To do the following...
Save any changes made.

Remove the entire change request.

Cancel any changes made.

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The Sync Manager Window

Sites tab
The Sites tab is split into two panes. The top pane of the Sites tab displays summary information about sites with pending change requests. The lower pane displays current site information side by side with change requests.

Sorting the sites list


You can sort the list in the top pane by clicking on one of the column headings. For example, to sort sites alphabetically by name, click the Name column heading. Click the heading a second time to see the list in reverse alphabetical order. The + and symbols represent ascending and descending sort orders and appear on the column heading that the list is currently sorted on.

To resize the panes


You can use the split bar to resize the top and bottom panes. Move the mouse over the split bar until the I-bar becomes a double arrow symbol. Drag the split bar up or down until the windows are the desired size.

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Outlet table
The Outlet table that appears in the lower pane displays current site information and change requests for the selected site sent from the handheld devices. Note ShipTo fields are user-definable.
For this setting...
Name Address 1 Address 2 City State Postal Code Country Phone Fax Hours Notes ID ID2 Code

Specify this...
Name of the site. Sites street address. Sites street address. City in which the site is located. State in which the site is located. Sites postal code. Country in which the site is located. Sites phone number, including area code. Sites fax number, including area code. Sites hours of business operation. Notes or comments for the site. Identification information stored for the contact. Identification information stored for the contact. Stores code number.

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The Sync Manager Window

Contacts tab
The Contacts tab displays the current contact information and a list of change requests. The top pane of the Contacts tab displays information about contacts with pending change requests. The lower pane displays current contact information for the selected contact side-by-side with change requests.

Sorting the contacts list


You can sort the list in the top pane of the tab by clicking one of the column headings. For example, to sort contacts alphabetically by name, click the LastName column heading. Click the heading a second time to see the list in reverse alphabetical order. The + and symbols represent ascending and descending sort orders and appear on the column heading that the list is currently sorted on.

To resize the panes


You can use the split bar to resize the top and bottom panes. Move the mouse over the split bar until the I-bar becomes a double-arrow symbol. Drag the split bar up or down until the windows are the desired size.

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Contact table
The contact table displays the current contact information and the change requests sent from handheld devices to the MSP server for the selected contact.
For this setting...
Salutation First name Middle name Last Name Title Phone Email Working Hours Notes Primary Contact

Specify this...
Contacts greeting or title. Contacts name. Contacts middle name. Contacts last name. Contacts job title. Contacts phone number. Contacts email address. Contacts work day hours. Notes or comments about the contact. Name of the first point of contact.

Managing Change Requests


Sync Manager allows you to accept, reject, or modify change requests for site and contact information uploaded by field users. Change requests are all highlighted in red.

Accepting change requests


Note When you click Save, all changes in red are accepted immediately.

To accept change requests


1 2 3 Click the appropriate tab, Sites or Contacts. Select the site or contact to accept the change request for. Click Save to save all change requests for the selected site/contact.

To accept a change request for a new site created for self-scheduling calls
1 2 Click the Sites tab and then select the [New Site] change request you want to accept. Click the Save button.

FDM adds the new site to the MSP application database and assigns the selfscheduled call to the new site.

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Managing Change Requests

Editing change requests


To edit change requests
1 2 3 4 Click the appropriate tab, Sites or Contacts. Select the site or contact to edit the change request for. Make changes to the appropriate change request fields, as necessary. Click Save to save all changes, or click Cancel to undo the changes you have made.

Discarding change requests


Note Discarding a change request is effective immediately and cannot be undone.

To discard an entire change request


1 2 3 Click the appropriate tab, Sites or Contacts. Select the site or contact to discard the change request for. Click the Discard button to discard change requests.

To discard a change request for a new site created for self-scheduling calls
1 2 3 Click the Sites tab and then select the [New Site] change request you want to discard. Click the Discard button. In the message box that appears, click No.

FDM discards the change request and removes the self-scheduled call.

Manually matching a new site with an existing one


If FDM does not match an existing site with a new one created by a field rep when self-scheduling a call, you can manually match it with an existing one.

To manually match a new site with an existing one


1 2 3 Click the Sites tab and select the [New Site] change request for the site you want to manually match. Click the Discard button. In the message box that appears, click Yes.

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Select the site you want to match the new site to and click the Add button to move the site to the Selected Sites window.

Click OK.

FDM discards the change request and assigns the self-scheduled call to the selected site.

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Managing Change Requests

Chapter 10

Import Manager
Overview
This chapter describes how to use the Import Manager module of MSP Field Data Module (FDM) Desktop. You can import existing data from your legacy systems into the database using either: Import Manager from the FDM Desktop, or SAImport, a DOS command line utility.

Both Import Manager and the SAImport utility accept standard, ASCII, comma- or tab-delimited text files as input. Topics in this chapter explain: How to use Import Manager to import data Record formatting rules your import files must adhere to How to use the SAImport utility to run imports from either the DOS command line or a batch file Import log content

Using Import Manager to Run an Import


Import Manager opens the Import dialog box, which is where you enter import settings and initiate processing. Note The key to successfully importing data into FDM is up-front analysis of the data and preparation of the import file. See Setting Up the Import File on page 10-3 to find out more.

To start Import Manager


1 2 Start and log on to FDM Desktop. On the module tool bar, click the Import/Export group, and then click the Import shortcut button.

10-2

Using Import Manager to Run an Import

The Import dialog box displays in the workspace.

To specify import settings


Fill in the Import dialog box fields as follows.
For this setting...
User Name Password Type

Specify this...
Valid FDM user name (make sure user exists and has Administrator permissions). Valid FDM case-sensitive password. The type of data you are importing, which can be one of the following: rep | site | contact | product | productset | call | productsiteattribute. For a detailed description of the format Import Manager expects for each of these, see Setting Up the Import File on page 10-3 One of the following: Preview if you want to see what additions, updates, overwrites, and deletes will occur with an actual import of the data; in this case, Import Manager logs the activities but does not make any changes to the MSP application database. Process to have Import Manager actually write the changes to the MSP application database. Which charactercomma (,) or tabyou want to use to separate data items in each import record. Resolution method to use when Import Manager encounters a conflict between an imported record and an existing record. Click: Skip to do nothing and proceed to the next import record. Update to change all fields to match the imported record, where the fields from the imported record are not blank.

Mode

Delimiter Conflict

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For this setting...


Log

Specify this...
Whether to generate a log file during import, and how. Choose: Append if you want Import Manager to add messages to an existing log file. If the log file does not exist, Import Manager creates one. Replace if you want Import Manager to overwrite the existing log file. If the log file does not exist, Import Manager creates one. None if you do not want an import log. The fully qualified name of the log file. The fully qualified name of the import file.

Log File Data File

To run the import and view the log


1 2 After entering values for all the dialog box settings, click Import to start the import. Click View Log File to view the import log.

Setting Up the Import File


A set of general format specifications apply to all data processed by SAImport. Additionally, specific file formats are detailed for each data type to be imported. Note Data imported into the MSP application database must be presented in standard ASCII comma or tab delimited text files. The following sections describe the rules used to validate data and detect conflicts with existing records and the general format of the ASCII text files that SAImport uses to bring data into the MSP application database. Note To import data for projects that contain regenerating calls, first create and configure the project using FDM Desktop. Then you can import the data to that call using the command line interface.

General formatting rules


All required fields must have values. If a required field is blank, the line is skipped and an error is logged to the log file (if logging is enabled). Fields that contain special characters (for example, a comma in a commadelimited file) must be enclosed in double quotes (). Fields that contain a double quote must be enclosed in double quotes and the double quote must be escaped with another double quote adjacent to it. For example: Length is 8 from isle would be Length is 8 from isle Boolean values must be set to Yes for true or No for false. Date values must be valid calendar dates and must be in the format of mm/dd/ yyyy (for example, April 15, 1998 as 04/15/1998).

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Setting Up the Import File

Validation rules
If the format of a line from the import file does not match the expected format, the line is skipped and an error is logged to the log file (if logging is enabled). If a field type mismatch occurs, the record is skipped and an error is logged to the log file (if logging is enabled). If the length of the imported field is too long, it is truncated to the length of the database field. This will be noted in the comments section of the log file (if logging is enabled). If the uniqueness rule is violated, then the outcome will be resolved by the value of the conflict parameter. If a record that is to be updated, overwritten, or removed, is locked by another process, then the record is skipped and an error is logged to the log file (if logging is enabled).

Action field
Each import file must start with the Action field. This field can contain one of the following values:
Update (or blank): If no key match is found, it adds a new record with data from the import file; if a key match is found, it updates an existing record with data from the import file. Delete: If a key match is found, it removes the record from the database.

For Call type records only, Insert: If a key match is found, it adds the record anyway to create a duplicate entry.

File format requirements


There are specific file format requirements for importing data. Details for the following file types follows: Rep Permission Group Rep Site Contact Call Outlet Region Product Product Chain Product Set Product Site Attribute Chain Promotion Site Promotion

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Rep Permission Group


The rep permission group records must adhere to the following format:
Key Name
Action * *
* Field is required

Type
Special Varchar Varchar

Length
N/A 20 50

Username Permission Group

Rep
The rep records must adhere to the following format:
Key Name
Action Yes* ** UserName Password FirstName MiddleName LastName Region Name Address1 Address2 City State PostalCode Country SSN ID Title Phone Fax MobilePhone Pager Email IsSupervisor Supervisor Username

Type
Special Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Boolean Varchar

Length
N/A 20 20 15 15 20 50 32 32 20 15 10 10 11 30 20 15 15 15 30 50 N/A 20

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Setting Up the Import File

Key

Name
ConsoleRole ConsoleWritePermi ssion HasDevice DeviceID IVRUser Notes UserChar1 UserChar2 UserChar3 UserChar4 UserInt1 Backup Rep Username Active InActivity Reason SkillLevel Vacation Start Vacation End Date Hired Date Terminated Full Time Webuser Fielduser Permission Group Name

Type
Special Special Boolean Varchar Boolean Varchar Varchar Varchar Varchar Varchar Integer Varchar Boolean Special Integer Date Date Date Date Boolean Boolean Boolean Varchar Boolean

Length
N/A N/A N/A N/A N/A 50 50 50 50 50 N/A 20 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A 50 N/A

Call Approval Required

* Field is required ** Required if HasDevice is true

Note ConsoleRole and ConsoleWritePermission are obsolete; they are no longer used by the application.

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The following rules are applied to each imported rep:


Username must be unique.

If Region does not exist, then it will be added (Region refers to region name).
Supervisor must be the Username of an existing rep. If it does not exist, the record will be skipped and an error written to the log file (if logging is enabled). ConsoleRole must be one of the following values: Administrator, DesktopUser, ReportUser, Regional, none, or blank. Defaults to none, if conflict=overwrite. ConsoleWritePermission must be one of the following values: ReadOnly, ReadWrite, or blank. Defaults to ReadOnly, if conflict=overwrite. InActivity Reason must be one of the following values: None, Vacation, Sick, Terminated, Other, or blank; the default is None. Permission Group Name specifies the name of only one permission group. If you run the import to update the user, and the only field changed is Permission Group Name, the log file reflects that the record has been skipped, but the user is added to the specified permission group. If the user was previously assigned to any other permission groups, then those records are not deleted. Call Approval must be one of the following values: True, False, T, F, or blank; defaults to False if blank.

Import automatically adds the rep to the appropriate MSP user group based on FieldUser, WebUser, and related properties.

Site
The Site import records must adhere to the following format.
Key Name
Action * ID ID2 Name Address1 Address2 City State PostalCode Country ShipToAddress1 ShipToAddress2 ShipToCity ShipToState

Type
Special Integer Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar

Length
N/A 30 30 32 32 32 20 15 10 10 32 32 20 15

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Setting Up the Import File

Key

Name
ShipToPostalCode ShipToCountry Chain Name Region Name Phone Fax Hours DefaultRep Username Notes Code Class Type Latitude Longitude UserChar1 UserChar2 UserChar3 UserChar4 UserChar5 UserChar6 UserInt1 UserInt2 UserInt3 Ranking Frequency Generic Site

Type
Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Integer Integer Varchar Varchar Varchar Varchar Varchar Varchar Integer Integer Integer Numeric Varchar Boolean

Length
10 10 50 50 20 20 30 20 250 15 10 20 N/A N/A 20 20 20 20 50 50 N/A N/A N/A N/A 50 N/A

* Field is required

The following rules are applied to each imported site:


ID must be unique.

If Chain Name does not exist, then it will be added. If Region Name does not exist, then it will be added If DefaultRep is an invalid user name, Import Manager clears the default rep field and proceeds to import the record without error. Later on, you can assign a default rep using Rep Manager in FDM Desktop.

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Contact
Key Name
Action Yes* Yes** Yes** Yes** SiteID FirstName MiddleName LastName Salutation Title Phone Email WorkingHours PrimaryContact Notes UserField1 UserField2
* Field is required ** All three of these fields must contain a value

Type
Special Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Boolean Varchar Varchar Varchar

Length
N/A 30 15 15 20 5 20 15 50 20 N/A 250 20 20

The following rules are applied to each contact to be imported: The combination of SiteID-FirstName-MiddleName-LastName must be unique. Note SiteID refers to the ID field in the Site table. The site (identified by SiteID) must be an existing site. If it does not exist, then the record will be skipped and an error will be logged to the log file (if logging is enabled).

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Setting Up the Import File

Call
The Call import records must adhere to the following format.
Key Name
Action Yes Yes* Yes* Yes Yes* Yes* Yes* Yes* Yes* Rep Username SiteID CallReportName CallReportVersion StartDate ExpireDate DueDate DownloadDate ProjectName Status
* Field is required

Type
Special Varchar Varchar Varchar Integer Date Date Date Date Varchar Special

Length
N/A 20 30 50 N/A N/A N/A N/A N/A 50 N/A

The following rules are applied to each call to be imported: The combination of Rep-SiteID-CallReportName-CallReportVersionStartDate-DueDate-DownloadDate-Project must be unique. If rep is specified in the import file, then the rep must be an existing rep; otherwise, the record will be skipped and an error will be logged to the log file (if logging is enabled). Note Rep is the Username of the rep. If rep is blank, then the default rep specified for the site (identified by SiteID) will be used; otherwise, the record will be skipped and an error will be logged to the log file (if logging is enabled). The site (identified by SiteID) must be an existing site; otherwise, the record will be skipped and an error will be logged to the log file (if logging is enabled). Note SiteID refers to the ID field in the Site table. The call report (identified by CallReportName-CallReportVersion) must be an existing call report; otherwise, the record will be skipped and an error will be logged to the log file (if logging is enabled). If the CallReportVersion is left blank, the latest version of the call report will be assumed.
DownloadDate must be earlier or the same as the StartDate. StartDate must be earlier or the same as the DueDate.

If the project does not exist, then it will be added. Note Project is the name of the project.
Status must be one of the following values: UnderReview, Deployed, or blank. It defaults to UnderReview.

If Status is set to Deployed, then the status of the specified call report (identified by CallReportName-CallReportVersion) must be Ready or Locked. If the call reports Status is Ready, then it will be set to Locked.

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When action=delete, the call will be deleted if only one key match is found. If more than one existing call is found in the database with the same key fields, an error will be logged to the log file (if logging is enabled). When action=update, all calls with a key match are updated. When action=insert, the call will be added even when there is a key match. This way, you can insert multiple duplicate call records. You might want to do this if your legacy system normally generates multiple identical calls for a give field rep using an enterprise-defined generic site ID. All import calls will have the same project type as the project they are being imported into. Projects that are created, as a result of a call import, will always be of type standard.

Outlet region
The Outlet Region import records must adhere to the following format.
Key Name
Action Yes* Yes* ** ** OutletID RegioName ManufacturerName ChainName

Type
Special Varchar Varchar Varchar Varchar

Length
N/A 20 50 50 50

* Field is required ** Supply a value for only one of these fields

The following rules apply to each imported outlet region: If both the ManufacturerName field and the ChainName field are blank, the site associated with Outlet ID maps to default region set as specified by RegionName. If the ManufacturerName field has a value and ChainName is blank, the site associated with Outlet ID also maps to the equivalent region in the manufacturer region set. If the ManufacturerName field is blank and ChainName has a value, the site associated with Outlet ID also maps to the equivalent region in the chain region set. If both ManufacturerName and ChainName have a value, the import generates an error.

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Setting Up the Import File

Product
The Product import records must adhere to the following format.
Key Name
Action Yes* ID1 ID2 ID3 * * Product Name Manufacturer Name Size Weight UnitOfMeasure Category UserChar1 UserChar2 UserChar3 UserChar4 UserInt1 UserInt2
* Field is required.

Type
Special Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Integer Integer

Length
N/A 20 20 20 50 50 10 10 15 30 20 20 50 50 N/A N/A

The following rules are applied to each product to be imported:


ID1 must be unique.

If manufacturer does not exist, then it will be added.

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ProductSet
The ProductSet import records must adhere to the following format.
Key Name
Action Yes* Yes** ProductSetName ProductID

Type
Special Varchar Varchar

Length
N/A 30 20

* Field is required. ** Field is required only when adding products to product set, changing the position of the product within the product set, or deleting products from the product set.

The following rules are applied to each product set to be imported: The combination of ProductSetName-ProductID must be unique. Note ProductID refers to the ID1 field in the Product table not the internal ProductID. If the product set does not exist, then it will be added. The product (identified by ProductID), must be an existing product; otherwise, the record will be skipped and an error will be logged to the log file (if logging is enabled). Products will be sorted in the product set in the order that they are added from the import file. When a product from the import file already exists in the product set: If conflict=skip, no change will be made to the product set. If conflict=update or conflict=overwrite, then the products order in the product set will be changed to the last product in the product set (as if it had just been added).

A product may be deleted from a product set by setting Action to Delete and its key fields (ProductSetName-ProductID) to values that identify the product to be deleted from the product set. A product set may be deleted by setting Action to Delete and setting ProductSetName to the name of an existing product set to be deleted. All other fields in the import file should be left blank.

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Setting Up the Import File

ProductChainAttribute
The ProductChainAttribute import records must adhere to the following format.
Key Name
Action Yes* Yes* ProductID ChainName Status ID UserChar1 UserInt1 UserInt2
* Field is required.

Type
Special Varchar Varchar Special Varchar Varchar Integer Integer

Length
N/A 20 50 N/A 20 20 N/A N/A

The following rules are applied to each productchainattribute to be imported: The combination of Chain Name-ProductID must be unique. Note ProductID refers to the ID1 field in the Product table not the internal ProductID.
Status must be one of the following values: Authorized, Unauthorized, none, or blank. Defaults to none, if conflict=overwrite.

The chain must be an existing chain. If it does not exist, then the record will be skipped and an error will be logged to the log file (if logging is enabled).

ProductSiteAttribute
The ProductSiteAttribute import records must adhere to the following format.
Key Name
Action Yes* Yes* ProductID SiteID Status ID Userchar1 UserInt1 UserInt2
* Field is required.

Type
Special Varchar Integer Special Varchar Varchar Integer Integer

Length
N/A 20 30 N/A 20 20 N/A N/A

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The following rules are applied to each productsiteattribute to be imported: The combination of SiteID-ProductID must be unique. Note SiteID refers to the ID field in the Site table not the internal SiteID. ProductID refers to the ID1 field in the Product table not the internal ProductID.
Status must be one of the following values: Authorized, Unauthorized, none, or blank. Defaults to none, if conflict=overwrite.

The site (identified by SiteID) must be an existing site. If it does not exist, then the record will be skipped and an error will be logged to the log file (if logging is enabled).

ChainPromotion
The ChainPromotion import records must adhere to the following format.
Key Name
Action Yes* Yes* ProductID Chain Name Status ID UserChar1 UserInt1 UserInt2 Yes* Yes* Yes* Yes*
*Field is required.

Type
Special Varchar Varchar Special Varchar Varchar Integer Integer Datetime Datetime Datetime Datetime

Length
N/A 20 50 N/A 20 20 N/A N/A 8 8 8 8

DownloadDate StartDate EndDate ExpireDate

The following rules are applied to each chainpromotion to be imported: The combination of Chain Name-ProductID must be unique.
DownloadDate must be on or before StartDate. StartDate must be between DownloadDate and EndDate. EndDate must be between StartDate and ExpireDate. ExpireDate must be on or after EndDate. Status must be one of the following values: Authorized, Unauthorized, none, or blank. Defaults to none, if conflict=overwrite.

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Using the SAImport Command Line Utility

SitePromotion
The SitePromotion import records must adhere to the following formats.
Key Name
Action Yes* Yes* ProductID SiteID Status ID UserChar1 UserInt1 UserInt2 Yes* Yes* Yes* Yes*
* Field is required.

Type
Special Varchar Integer Special Varchar Varchar Integer Integer Datetime Datetime Datetime Datetime

Length
N/A 20 30 N/A 20 20 N/A N/A 8 8 8 8

DownloadDate StartDate EndDate ExpireDate

The following rules are applied to each sitepromotion to be imported:


DownloadDate must be on or before StartDate. StartDate must be between DownloadDate and EndDate. EndDate must be between StartDate and ExpireDate. ExpireDate must be on or after EndDate. Status must be one of the following values: Authorized, Unauthorized, none, or blank. Defaults to none, if conflict=overwrite.

Using the SAImport Command Line Utility


SAImport is the DOS command-line utility that you can use to import data into the MSP application database. You can run it directly from the DOS prompt or from a batch file. When running SAImport, you need to specify import parameters on the command line. Parameters may be specified in any order and are not case-sensitive, unless otherwise stated. Spaces are not allowed between the parameter name, the equal sign, and its corresponding value (for example, parameter=value).

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To run SAImport
1 From the DOS command prompt, change to the directory that contains SAImport (by default, C:\Programs Files\FDM). You must run the utility from the directory it is located in. Type the SAImport command using the following syntax:
SAImport user=username [password=password] type=rep|site|contact|product|productset|call|productsiteattribute file=filename [delimiter=delimiter ] [conflict=skip|update|overwrite] [log=append|replace|none] [logfile=filename ] [mode=process|preview]

where: Brackets ([ ]) identify optional parameters. The pipe character (|) separates available mutually exclusive choices that you must type in as shown. Words in italic mean you need to substitute an appropriate value.

Note If you enter an invalid command line or any other error not specific to a line of data in the import file occurs, SAImport notifies you.

SAImport parameters
Parameter
user=username

Status
Required

Description
Valid FDM Username (make sure exists and has Administrator permissions). Valid FDM case-sensitive password. The type of data to import.

password=password type=rep|site| contact|product| productset|call| productsiteattribute file=filename delimiter=delimiter

Optional; default is blank Required

Required Optional; default is a comma

The fully qualified name of the import data file. Supports UNC. The delimiting character to use to separate data elements. Use tab for tab-delimited files (for example, delimiter=tab). Resolution method to use when a conflict is detected. Skip: Does nothing and proceeds to the next item to be imported. Update: Changes all fields to match the imported record, where the fields from the imported record are not blank. Overwrite: Replaces all fields with the values from the imported record.

conflict=skip|update |overwrite

Optional; defaults to skip

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Using the SAImport Command Line Utility

Parameter
logfile=logfile

Status
Optional

Description
A fully qualified name of the file to which import messages are written to. Supports UNC. Defaults to ImportType.log in the current folder if log=append or log=replace, where ImportType is the value specified in the type parameter. Specifies whether, and how, a log file should be generated during import. Append: Attaches new messages to an existing import file if one exists; otherwise, creates a new file. Replace: Log new messages to a new log file and overwrites the file if it already exists. None: Does not log messages to a log file. See the Import Log section for more information.
Preview: a log of additions,

log=append|replace| none

Optional; defaults to append

mode=process|preview

Optional; defaults to process

updates, overwrites, and deletions that will be performed on the database (if the process option is used on the same import file) will be written but no changes are actually made to the database. Process: then actions are performed on the database.

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Import Log

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Import Log
If you enabled logging, Import Manager generates an import log that reflects the import activities performed. As each record is read and processed, a corresponding message is written into the import log. Import logs are standard comma-delimited ASCII text files that can easily be imported into an application such as Microsoft Excel or Microsoft Access. The messages convey the following information: Date and time that the message was written. Line number of the record in the import file. Action/Result values: SKIP: A conflict was detected between the record in the database and the imported record so the record was skipped. ADD: The record from the import file was added successfully. UPDATE: An existing record was updated successfully with the record from the import file. OVERWRITE: An existing record was overwritten successfully by the record from the import file. ERROR: The record could not be added, updated, or deleted for some reason. Note that Preview: is prepended to the action/result if mode=preview.

Comments that describe the Action/Result in further detail, if appropriate.

Sample Import File Log


4/19/98 9:47:58 AM,27,ADD,"Contact Added." 4/19/98 9:47:58 AM,28,ADD,"Contact Added." 4/19/98 9:47:59 AM,29,ADD,"Contact Added." 4/19/98 9:47:59 AM,30,ERROR,"Blank key fields found." 4/19/98 9:47:59 AM,31,ADD,"Contact Added." 4/19/98 9:47:59 AM,32,ADD,"Contact Added."

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Import Log

Chapter 11

Export Profile Manager


Overview
This chapter describes how to use the Export Profile Manager module of the MSP Field Data Module (FDM) Desktop. You can export data from the MSP application database using either: Export Profile Manager from the FDM Desktop, or SAExport, a DOS command line utility.

Both Export Profile Manager and the SAExport utility generate standard, ASCII comma- or tab-delimited text files called export data files. You can later open export data files in other applications like Microsoft Excel. The export profile that you create using Export Profile Manager defines what data to save to the export data file. This way, you can selectively extract data from the MSP application database by date range, project, rep, site, or call report. Note If you plan to use the SAExport command line utility to run the export, you must first use Export Profile Manager to create the export profile. Later, when you type in the SAExport command, you will need to specify the name of the export profile as a parameter on the command line. Topics in this chapter explain how to use: Export Profile Manager to create export profiles that selectively extract FDM data, to export data using the wizard, and to export data using manual setup. The SAExport utility to run data exports from either the DOS command line or a batch file. Export log content.

Using Export Profile Manager


Export Profile Manager allows you to: add export profiles change export profiles duplicate export profiles remove export profiles and export data files generate an export data file

11-2

Using Export Profile Manager

The Export Profile Manager Window


The Export Profile Manager window contains a list of export profiles. This component is described in this section.

To start Export Manager


1 2 Start and log on to FDM Desktop. On the module tool bar, click the Import/Export group, and then click the Export Manager shortcut button.

The Export Profile Manager window displays in the workspace.

Module tool bar action buttons


Action buttons for the Export Profile Manager module are displayed along the left side of the Export Profile Manager window.
Use this action button... To do this...
Create a new export profile using the Call Export Profile wizard.

Review the settings of the selected export profile using the Call Export Profile Wizard.

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Use this action button...

To do this...
Create a copy or duplicate of a selected export profile.

Create the export data file specified in the export profile.

Export profile list


The export profile list displays summary information about each export profile list. The list displays the Name, Start Date (if specified in the profile), End Date (if specified in the profile and the Call Report.

Sorting the export profile list


You can sort the list by clicking on one of the column headings. For example, to sort the export profile list by name, click the Name column heading. Click the heading a second time to see the list in reverse alphabetical order. The + and symbols represent ascending and descending sort order and appear on the column heading that the list is currently sorted on.

Managing Export Profiles


Export profiles define the information to include in the export data file. You create export profile data, based on one or more of the following criteria, using the Call Export Profile wizard. Within a specific date range: to specify call data generated between the two dates. In a specific project: to specify call data made in a specific project. By a specific rep or reps: to specify call data made by specific rep(s). At a specific site or sites: to specify call data made for specific site(s). Using a specific call report: to specify call data made for a call report. This criterion must be selected in order to export call data.

11-4

Managing Export Profiles

To add export profiles


1 Click New Export Profile from the module tool bar to display the Start Export Profile dialog box.

Enter a name for the export profile. Note Each export profile must have a unique name. Be as descriptive as possible when creating an export profile name. The export data file is named later in the wizard.

Click Next to view the Select Criteria dialog box. Note The number of screens that require input varies depending on the criteria chosen from the above-mentioned choices. This section covers each available selection criterion and the dialog boxes associated with each selection.

To export by date range


1 Check the Within a Specific Date Range box in the Select Criteria screen.

Click Next.

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Specify start and end dates for the data. Either type the date in the appropriate box, or click the browse button (...) to set the date in the Calendar dialog box.

4 5

Click Next. Select a table from the drop-down list. A selection of fields from the associated table appears.

6 7

Click Add to add the fields to the Selected Fields list. Click Remove to remove selected fields from the Selected Fields list. Click the up and down arrow buttons to change the field arrangement, if necessary.

Click Next. Do the following: a Click the Comma Delimited Text File option for a comma-separated file, or click the Tab Delimited Text File option for a tab-delimited file. Note Both files contain the same data. The format is the only difference. b Check Export Field Names as First Row, if you want to display export field names in the heading of the export date file.

11-6

Managing Export Profiles c d

Enter the location and name of the Export Data file or click Browse to open the Save As dialog box. Enter the pathname to the location of the export data file, and then click Save. Note The Export Data file name must be unique.

8 9

Click Next. Click the Finish button to build the file. A message box displays, indicating the progress of the export file generation.

Note You can save the information by clicking the Save button. This saves the information without generating an export data file. Refer to Generating an Export Data File on page 11-22 for more information.

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10 After generating the file a new screen displays. Verify the creation of the file by clicking the OK button.

This concludes the process and adds the export profile to the list.

To export by specific project


1 Check the In a Specific Project box in the Select Criteria dialog box, and then click Next.

Select a project from the list, and then click Next.

11-8

Managing Export Profiles 3

Select a table from the drop-down list. A selection of fields from the associated table displays.

4 5

Click to Add to add the fields to the Selected Fields list. Click Remove to remove selected fields from the Selected Fields list. Click the up and down arrow buttons to change the fields arrangement, if necessary.

Click Next. Do the following: a Click the Comma Delimited Text File option for a comma-separated file, or click the Tab Delimited Text File option for a tab-delimited file. Note Both files contain the same data. The format is the only difference. b Check the Export Field Names as First Row box, if desired, to export field names in the heading of the export date file.

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Enter the location and name of the export data file or click Browse to open the Save As dialog box. Enter the pathname to the location of the export data file, and then click Save. Note The Export Data file name must be unique.

Click Next.

Click the Finish button. A message box displays, indicating the progress of the file generation. Note You can save the information by clicking Save. This will save the information without generating an export data file. Refer to Generating an Export Data File on page 11-22 for more information.

11-10

Managing Export Profiles 8

After generating the file a new screen displays. Verify the creation of the file by clicking on the OK button.

This concludes the process and adds the Export Profile to the list.

To export by specific reps


1 Check the By a Specific Rep or Reps box, and then click Next.

Click the Select Reps button.

To select from a full list of reps, leave the filtering fields blank and click the Apply Filter button. Alternatively, to restrict the list of reps to choose from,

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enter filter criteria specific to the reps (for example, First, Middle, or Last name) and click the Apply Filter button.

Choose from the list of reps, add them to the Select Reps list, and then click OK.

Click Next.

11-12

Managing Export Profiles 6

Select a table from the drop-down list. A selection of fields from the associated table displays.

7 8

Click Add to add the fields to the Selected Fields list. Click Remove to remove selected fields from the Selected Fields list. Click the up and down arrow buttons to change the fields arrangement, if necessary.

Click Next. Do the following: a Click the Comma Delimited Text File option for a comma-separated file or click the Tab Delimited Text File option for a tab-delimited file. Note Both files contain the same data. The format is the only difference. b Check the Export Field Names as First Row box, if desired, to display export field names in the heading of the export date file.

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11-13

Enter the location and name of the export data file or click Browse to open the Save As dialog box. Enter the pathname to the location of the export data file, and then click Save. Note The export data file name must be unique.

Click Next.

10 Click the Finish button. A message box displays, indicating the progress of the export data file generation. Note You can save the information by clicking Save. This will save the information without generating an export data file. Refer to Generating an Export Data File on page 11-22 for more information.

11-14

Managing Export Profiles 11 After generating the file a new screen displays. Verify the creation of the file by clicking on the OK button.

This concludes the process and adds the export profile to the list.

To export by specific sites


1 Check the At a Specific Site or Sites box, and click Next.

Click the Select Sites button.

To select from a full list of sites, leave the filtering fields blank and click the Apply Filter button. Alternatively, to restrict the list of sites to choose from,

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enter filter criteria specific to the sites (for example, Name or Store#), and then click the Apply Filter button.

Choose from the list of sites and add them to the Select Sites list, and then click OK.

Click Next.

11-16

Managing Export Profiles 6

Select a table from the drop-down list. A selection of fields from the associated table displays.

7 8

Click Add to add the fields to the Selected Fields list. Click Remove to remove selected fields from the Selected Fields list. Click the up and down arrow buttons to change the fields arrangement, if necessary.

Click Next. Do the following: a Click the Comma Delimited Text File option for a comma-separated file or click the Tab Delimited Text File option for a tab-delimited file. Note Both files contain the same data. The format is the only difference. b Check the Export Field Names as First Row box, if desired, to display export field names in the heading of the export date file.

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Enter the location and name of the export data file or click Browse to open the Save As dialog box. Enter the pathname to the location of the export data file, and then click Save. Note The export data file name must be unique.

Click the Next button.

10 Click the Finish button. A message box displays, indicating the progress of the export data file generation. Note You can save the information by clicking Save. This will save the information without generating an export data file. Refer to Generating an Export Data File on page 11-22 for more information.

11-18

Managing Export Profiles 11 After generating the file a new screen displays. Verify the creation of the file by clicking on the OK button.

This concludes the process and adds the export profile to the list.

To export by specific call report


1 Check the Using a Specific Call Report box.

Click Next.

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Select a call report from the Call Report list. Note The Select Call Report dialog box includes a View By list that can be viewed by the name of call reports, the manufacturer assigned to the call report, or the owner of the call report.

4 5

Click Next. Select a table from the drop-down list. A selection of fields will display from the associated table.

6 7

Click the up and down arrow buttons to change the fields arrangement, if necessary. Click Add to add the fields to the Selected Fields list. Click Remove to remove selected fields from the Selected Fields list.

Click Next. Do the following: a Click the Comma Delimited Text File option for a comma-separated file or click the Tab Delimited Text File option for a tab-delimited file. Note Both files contain the same data. The format is the only difference.

11-20

Managing Export Profiles b c d

Check the Export Field Names as First Row box, if desired, to display export field names in the heading of the export date file. Enter the location and name of the export data file or click Browse to open the Save As dialog box. Enter the pathname to the location of the export data file, and then click Save. Note The export data file name must be unique.

Click the Next button.

Click the Finish button. A message box displays, indicating the progress of the export data file generation. Note You can save the information by clicking Save. This will save the information without generating an export data file. Refer to Generating an Export Data File on page 11-22 for more information.

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10 After generating the file a new screen displays. Verify the creation of the file by clicking on the OK button.

This concludes the process and adds the export profile to the list.

Changing Export Profiles


You can change export profiles after you create them. Changing an export profile involves opening the profile and reviewing the settings established by the Call Export Profile wizard. Remember to generate a new export data file after changing the profile.

To change an export profile


1 2 Select the appropriate export profile from the list of profiles. Click Open Export Profile to display the Call Export Profile Wizard - Start Export Profile window. The appropriate windows of the wizard will be displayed (according to the selection criteria). See Managing Export Profiles on page 11-3 for details regarding the wizard. If you make changes to the export profile, see Generating an Export Data File on page 11-22 for generating an updated export data file.

Duplicating Export Profiles


You can duplicate export profiles after you create them. This is useful when another export data file is needed that uses the same information from an existing export profile. Duplicating the export profile and then changing it can save time. You need to specify and generate a new export data file.

To duplicate a profile
1 2 Select the appropriate export profile from the list of profiles. Click Duplicate Export Profile. A copy of the selected export profile is created and displayed in the dialog box. See Changing Export Profiles on page 11-21 to modify the export profile. Click Generate Export File to create a new export data file. When prompted, specify the new export data file name and location.

11-22

Generating an Export Data File

Removing Export Profiles and Data Files


You can remove export profiles and export data files. To remove the profiles, use FDM Desktop; to remove the data files, use Windows Explorer. Note An export profile must be recreated if it has been deleted. An export data file can be regenerated after deletion as long as the export profile exists.

To remove an export profile


1 2 In Export Profile Manager, select the appropriate export profile from the list of profiles. Click the delete button or press the Delete key to delete the export profile. A message displays prompting you to confirm your actions.

To remove an export data file


1 2 In Windows Explorer, select the appropriate export data file. Click the delete button or press the Delete key to delete the export data file.

Generating an Export Data File


Once you create an export profile, the specified data can be written to the export data file. You can generate an export data file two ways. Generate from the Call Export Profile wizardthis is done in conjunction with adding Export Profile using the Call Export Profile wizard. Generate using the Generate Export File buttonthis is done when an Export Profile is already available or when a new Export Data file has to be generated.

To generate an export data file using the call export profile wizard
This process is done as a continuation of To add export profiles on page 11-4. 1 From the Call Export Profile Wizard Done! window, click Finish to generate the Export Data file and open the Generating File dialog box.

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Using the SAExport Command Line Utility

11-23

When done generating the Export Data file, the Call Export Profile Wizard box opens to confirm the creation of the Export Data file.

Click OK.

To generate an export data file using the Generate Export File button
1 2 Select the appropriate export profile from the list of profiles. Click the Generate Export File shortcut button on the module tool bar to open the Generating File dialog box. Note The Export Data file name must be unique. If the file name is not unique a message box appears. If this occurs, click OK and specify a new file name. 3 When done generating the Export Data file, the Call Export Profile Wizard box opens to confirm the creation of the Export Data file; click OK.

Using the SAExport Command Line Utility


SAExport is the DOS command-line utility that you can use to export data out of the MSP application database. You can run it directly from the DOS prompt or from a batch file. When running SAExport, you need to specify export parameters on the command line. Parameters can be specified in any order and are not case-sensitive, unless otherwise stated. Spaces are not allowed between the parameter name, the equal sign, and its corresponding value (for example, parameter=value).

11-24

Using the SAExport Command Line Utility

To run SAExport
1 From the DOS command prompt, change to the directory that contains SAExport (by default, C:\Programs Files\FDM). You must run the utility from the directory it is located in. Type the SAExport command using the following syntax:
SAExport user=username [password=password] profile=profile [startdate=date] [enddate=date] [file=filename] [generate=append|replace|fail|rename] [log=append|replace|none] [logfile=filename]

where: Brackets ([ ]) identify optional parameters. The pipe character (|) separates available mutually exclusive choices that you must type in as shown. Words in italic mean you need to substitute an appropriate value.

To specify SAExport parameters


Parameter
user=username

Status
Required

Description
Valid FDM Username (make sure user exists and has appropriate permissions). Valid FDM case-sensitive Password.

password=password profile=profile

Optional; default is blank

Required

Name of the export profile created using Export Profile Manager in FDM Desktop. If specified, the value overrides the value in the export profile. This change is not saved to the export profile in FDM Desktop. The date must adhere to the following format: mm/dd/yyyy (for example, 12/31/1998 or 01/21/2000) If specified, the value overrides the value in the export profile. This change is not saved to the export profile in FDM Desktop. The date must adhere to the following format: mm/dd/yyyy (for example, 12/31/1998 or 01/21/2000). The fully-qualified name of the export data file. Supports UNC.

startdate=date

Optional; default is the date defined in the export profile

enddate=date

Optional; default is the date defined in the export profile

file=filename

Optional; defaults to file specified in the export profile

FDM Desktop Users Guide

Export Log

11-25

Parameter
generate=append| replace|fail|rename

Status
Optional; default is append

Description
Determines what action to take when attempting to write data to the export data file as follows: Append: Attaches new records to an existing export data file if one exists; otherwise, creates a new file. Replace: Writes new records to a new file and overwrites the file if it already exists. Fail: If the file exists, the export fails. Rename: If the file exists, creates a new file with a unique name. The fully qualified name of the export messages log file. Supports UNC. Specify whether, and how, a log file should be generated during export. Append: Attach new messages to an existing log file if one exists; otherwise, create a new file. Replace: Log new messages to a new log file and overwrite the file if it already exists. None: Does not log messages to a log file. See Export Log on page 11-25 for more information.

logfile=filename

Optional; defaults to Profile.log in the current directory if log=append or log=replace Optional; default is append

log=append|replace| none

Export Log
If you enabled logging, the export process generates a log that reflects the export activities performed. Export logs are standard comma-delimited ASCII text files that can easily be imported into an application such as Microsoft Excel or Microsoft Access. If the export activity is unable to write errors to the log file, it will attempt to write them to the standard output (for example, to the display). The messages convey the following information: Date/Time. Date and time the error occurred. Date format is in US standard long date format: mm/dd/yyyy hh:mm:ss. Time is in 24-hour clock format (for example, January 1, 1998 1:30:13 appears as: 1/1/1998 13:30:13). Location. Where the error occurred.

11-26

Export Log

Logging on. Problem encountered when logging into FDM Desktop. Processing Command Line. Problem encountered either processing or retrieving values from the command line. Generating Export File. Problem encountered processing the FDM data for the export data file. Description. Brief details of the problem.

Sample export file log


"04/21/98 12:45:33","Logging into FDM","Unable to log into FDM. Please verify your user name and password and try again." "04/21/98 13:00:01","Processing Command Line","Invalid option specified in the Generate argument of the command line" "04/21/98 13:05:11","Generating Export File","Export ended successfully."

Chapter 12

FDM Desktop Tools


Overview
This chapter describes how to use the commands on the tools menu of MSP Field Data Module (FDM) Desktop. This menu provides ways to manage manufacturers and chains, and to customize names and labels that appear in FDM Desktop. Note You can also manage manufacturers and chains from the Select a Manufacturer dialog box and Select a Chain dialog box available from other FDM Desktop modules.

Managing the Manufacturers List


The Manufacturers dialog box lists the available manufacturers. Use this dialog box to add, change, and remove them.

To open the Manufacturers dialog box


From the Tools menu, click Manufacturers.

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12-2

Managing the Manufacturers List

To add a manufacturer
1 2 Click Add to display the Add Manufacturers dialog box. Enter the manufacturer name in the Name text box.

3 4

If necessary, enter the ID number for the manufacturer in the ID box. Do the following: Click Add to add this manufacturer to the list of available manufacturers. To add more manufacturers, enter the name and ID number and click Add.

When finished adding manufacturers, click Done.

To change a manufacturer
1 2 n the Manufacturers dialog box, select the manufacturer to change. Click Edit to display the Edit Manufacturer dialog box.

Make the necessary changes and click OK.

To remove a manufacturer
Note If there are call reports associated with the manufacturer you want to remove, remove or reassign the call reports before removing the manufacturer. See Chapter 6, Call Report Builder. 1 2 3 In the Manufacturers dialog box, select the manufacturer to remove. Click the Delete button or press the Delete key to delete the manufacturer (after verification). When finished removing manufacturers, click Close in the Manufacturers dialog box.

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FDM Desktop Users Guide

Managing the Chains List

12-3

To select a manufacturer
1 2 In Product Manager, click the browse button (...) on the General tab. Select the appropriate manufacturer in the Select a Manufacturer dialog box (this screen can be found in the Product Manager module).

Click Select.

Managing the Chains List


The Chains dialog box lists the available chains. You can add, change, and remove chains using the Chains dialog box.

To open the Chains dialog box


Click Chains from the Tools menu.

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12-4

Managing the Chains List

To add a chain
1 2 Select Add to display the Add Chain dialog box. Enter the chain name in the Name box.

3 4 5 6

If necessary, enter identification numbers in the ID and ID2 box. Click Add to add this chain to the list of available chains. To add more chains, enter the name and click Add. When finished adding chains, click Done.

To change a chain
1 2 Select the chain to change in the Chains dialog box. Click Edit to display the Edit Chain dialog box.

Make the necessary changes and click OK.

To remove a chain
Note If there are call reports associated with the chain you want to remove, remove or reassign the call reports before removing the chain. See Chapter 6, Call Report Builder. 1 2 3 In the Chains dialog box, select the chain to remove. Click the Delete button or press the Delete key to remove the chain (after verification). When finished removing chains, click Close in the Chains dialog box.

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FDM Desktop Users Guide

Customizing Nomenclature

12-5

To select a chain
1 2 In Site Manager, click the browse button (...) on the General tab. Select the appropriate chain in the Select a Chain dialog box.

Click Select.

Customizing Nomenclature
Certain naming standards are used throughout the FDM Desktop application. You can customize certain areas of system nomenclature to make the interface more familiar to users.

To change nomenclature
1 2 From the Tools menu, click Customize Nomenclature. The Nomenclature Items dialog box displays. Select an item to change and type the new nomenclature in the Current Name box.

3 4

Click Set to Default to make the new name the default name. Click OK to save the changes.

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12-6

Customizing Field Labels

Customizing Field Labels


Certain areas of the FDM Desktop application allow for a limited number of userdefined fields to be incorporated into FDM Desktop or client applications. These fields can be used to collect additional data that can then be extracted for reporting purposes. Note Use and customization of user-defined fields should be considered during the initial implementation phase of FDM Desktop. Changing the label for the field display in FDM Desktop is easy; however, changing the data corresponding to the field requires modifications to the MSP application database.

To customize field labels


1 2 From the Tools menu, click Customize Field Labels. The Field Labels dialog box displays. From the Field Labels list, select a field to customize. For example, additional detail about sites, such as Store Size, Store Type, # Cash Registers, and Store Location can be added using the Field Labels dialog box. Similarly, additional contact information, such as Mobile Phone and Assistants Name can be added in the same manner. Use the Areas dialog box to display user-definable fields associated with the various FDM modules. Note If you change the name of a module using the Customize Nomenclature command, its name will not change in the Areas dialog box of the Field Labels dialog box.

3 4 5

In the Current Label box, change the name of the field want to customize. If you want to set the new label as the default label, click Set to Default. Click OK to save changes.

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FDM Desktop Users Guide

Customizing Field Labels

12-7

To remove or change custom field labels


1 2 3 From the Tools menu, select Customize Field Labels. The Field Labels dialog box displays. Remove or change the appropriate values. Use the Set to Default button to restore the label to original settings. Click OK to make the changes.

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12-8

Customizing Field Labels

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Appendix A

Managing Completed Calls using FDM PC WebClient


Overview
This appendix describes tasks that managers can perform using FDM PC WebClient to administer completed calls. Topics include: An overview of the kinds of administrative tasks you can perform using FDM PC WebClient Starting and logging on to FDM PC WebClient How call approval works including: How to enable the feature using Thinque Management Console and FDM Desktop How to view pending call reports, change answers if needed, and approve them as complete. How to enable the feature using Thinque Management Console and FDM Desktop Which completed calls are elgible for editing How to change call answers

How call editing works including:

About Administration using FDM PC WebClient


FDM PC WebClient provides two administrative features that allow eligible users to view and if needed, alter call reports completed by reps prior to committing answers to the MSP application database. These include: Call approval, which places call reports completed by designated reps in a pending state until each reps immediate supervisor reviews the call report, makes any necessary changes, and gives it the stamp of approval. Call editing, which gives an administrator the ability to change answers in any call report completed by a rep within the administrators assigned region.

A-2

Logging into FDM PC WebClient

Both of these features have very specific user configuration requirements including the relationship between supervisors/administrators and the reps they are responsible for. These requirements, including how to configure user accounts, are fully explained in the sections describing each feature.

Considerations when using FDM PC WebClient for call management


Here are a few things to remember: When you log into FDM PC WebClient as a user with adminstrative privilege, you can only see menu commands that correspond to your access rights. If you think you should have access to a command that is hidden, check your user account settings. If you have access to both the call approval and the call editing features, you must approve calls before you can view them in the call editing feature. Note You can also edit calls from within the call approval feature.

Logging into FDM PC WebClient


To access call management functions, you must log onto FDM PC WebClient in online mode. If you are already a user of the online-only version of FDM PC WebClient, log in as usual; all you need to supply is your login name and password. If you are a user of the offline version of FDM PC WebClient for mobile PCs, make sure you select Server Mode in the login screen before signing in.

To login to FDM PC WebClient


1 2 3 Make sure you are connected to the network or Internet. Start Internet Explorer 5.0 or later. In the Address text box, type in http://web_server_name/fdmweb and then press R to open the FDM PC WebClient login screen. Specify web_server_name as follows: If you are using the online-only version of FDM PC WebClient, substitute the name of the machine where the FDM PC WebClient Server is located. For example, if FDM PC WebClient is installed on a machine named MSPwebserver, type in http://MSPwebserver/fdmweb. If you are using the offline version of FDM PC WebClient for mobile PCs, substitute localhost. Type in your user name and password with FDM PC WebClient administrative privilege. The following sections define the specific setup requirements the account needs for a given activity. b c If you are running the offline version of FDM PC WebClient for mobile PCs, select Server Mode to force connection to the FDM PC WebClient Server. Click Login.

In the login screen: a

FDM Desktop Users Guide

Approving Calls

A-3

Only users with administrative privilege for FDM PC WebClient can access the Administration menu. If you do not have this privilege, you will not see this menu command. Also, you will only see menu commands for which your user account has been granted access.

Approving Calls
FDM allows you to set whether a given rep must have their completed calls reviewed and approved by their supervisor before FDM commits call report answers to the MSP application database.

Topics covered in this section


About the call approval process below Enabling call approval below Opening the Calls Pending Approval screen on page A-6 Ways to approve calls on page A-6 Filtering the call list on page A-8

About the call approval process


Whenever a rep requiring call approval completes a call, FDM assigns pending approval status. The call remains on hold until that reps supervisor approves it. To approve the call, the reps supervisor must log into FDM PC WebClient and use the call approval feature. From there, the supervisor can view the reps completed calls, optionally change details, and then mark them as approved. Once approved, FDM assigns completed status to the calls and commits the changes. Note This feature applies to all call completion mechanisms: mobile client, FDM PC WebClient, and IVR.

A-4

Approving Calls

Enabling call approval


By default, reps can complete calls and commit changes without supervisor approval. If you want to enforce supervisor approval instead, you need to do the following.

In Thinque Management Console


When you create a user who is a rep On the Attributes tab in the User Properties dialog box, check the Call Approval Required box in addition to any other attibutes that describe the field capabilities available to this user.

When you create a user who is a supervisor


On the Attributes tab in the User Properties dialog box, check the Is Field User and Is Supervisor boxes.

FDM Desktop Users Guide

Approving Calls

A-5

Using the Permissions Manager, make sure the user has administrative privilege on FDM PC WebClient (W_AdminTools) and for running the Call Approval feature (W_CallApproval). If you want all of your administrative users to have this capability, you can update the system-installed Web Administrator Group. First enable the W_CallApproval permission, and then assign the user to the permission group.

Set R/W access to these at minimum

To find out more about how to use Thinque Management Console to create users and set permissions, consult chapter 3 in the TMC Administrators Guide.

In FDM Desktop
Using the Rep Manager module, make sure you assign a supervisor to this rep. The supervisor is the user that needs to log in to FDM PC WebClient and perform call approval.

Assign supervisor to rep

A-6

Approving Calls

Opening the Calls Pending Approval screen


Only users with administrative privilege have access to the call approval feature.

To open the Calls Pending Approval screen


1 2 Log into FDM PC WebClient using the appropriate supervisors user name and password. From the Administration menu, click Call Approval. This opens the Call Pending Approval screen.

FDM PC WebClient displays all of the completed calls for any rep that requires approval and that you supervise.
menu bar

action bar

call list for review

Ways to approve calls


You can approve calls with or without changes.

Approving calls without changes


From the Calls Pending Approval screen, you can check off which calls you want to approve, and then sign off on them all at once.

FDM Desktop Users Guide

Approving Calls

A-7

To approve one or more calls from the Calls Pending Approval screen
1 Do one of the following: If you want to approve all calls in the list, check the Rep box in the list header.

check this box

FDM PC WebClient selects all of the entries in the list, which appear highlighted and with each calls corresponding leftmost box checked. If needed, you can exclude a call from the selection set by clicking the check box to clear it. If you want to approve selected calls, check the box next to the corresponding entry in the list.

check these boxes as needed

In the action bar, click Sign Check Off.

FDM removes approved calls from the list.

Approving calls with changes


If you need to make changes to calls, you need to approve them one by one.

To change a call and then approve it


1 In the Calls Pending Approval screen, click the Details button to the right of the call you want to review. This opens the call detail screen. Note If you prefer to read details from a printed document, click Print instead. FDM PC WebClient displays a read-only report in your browser that you can then print. 2 Using the form selector, select the call report form you want to review. FDM PC WebClient displays the detailed content.

A-8

Approving Calls

form selector

action bar

3 4 5

Make changes to the content as needed. Repeat steps 2-3 for as many forms as you want to review and make changes in. After making all of your changes (if any) to the call report, do one of the following: If you want to save the changes and approve the call, click Approve Call in the action bar. If you want to cancel changes, click Close instead.

FDM PC WebClient returns to the Calls Pending Approval screen and removes approved calls from the list.

Filtering the call list


If the list of calls is large and you want to restrict the list to a reasonable subset, you can apply a filter to display only the calls you are interested in. This filter allows you to select calls on the basis of completion date, the rep completing the call, corresponding site, as well as the call report and project of interest.

FDM Desktop Users Guide

Approving Calls

A-9

To filter the call list


1 2 In the Calls Pending Approval screen, click Filter in the action bar. This opens the filter screen. Enter the filter criteria as needed. FDM displays only those choices relevant to the calls currently pending approval.

Click Apply.

FDM PC WebClient redisplays the call list with only those calls that satisfy your selection criteria.

Reverting to the original call list


When the call list is in a filtered state, FDM PC WebClient adds the Remove Filter button to the action bar.

To revert to the original call list


Click Remove Filter.

A-10

Editing Completed Calls

Editing Completed Calls


FDM allows users with appropriate administrative privileges to open completed calls and change answers in call reports.

Topics covered in this section


Who can edit calls below Enabling call editing on page A-11 Calls eligible for editing on page A-12 How to edit calls on page A-13

Who can edit calls


The calls an administrator can view and edit depend on the administrators regional setup. Global administrators, who have no region associations, can view and edit all completed calls regardless of the rep, site, and call report region assignments (if any) corresponding to each call. The default administrator, fdmadmin, is an example of a global administrator who can edit any call. Regional administrators can view and edit only those calls that meet these criteria: completed by reps within the administrators assigned region (including subregions) for sites within the administrators assigned region (including subregions)

Important: For a call to be a candidate for editing by a regional administrator, both the rep and site must be assigned to a valid region. For example, a regional administrator assigned to the Western region can change content of call reports completed by a rep assigned to the Los Angeles County subregion as long as (1) corresponding stores are assigned to a valid Western region or subregion and (2) corresponding call reports have either no region assignment or a valid Western region or subregion assignment.

FDM Desktop Users Guide

Editing Completed Calls

A-11

Enabling call editing


If you want to allow a user to edit completed calls, you need to do the following using the specified MSP tool.

In Thinque Management Console


When you create a user who is a regional administrator
On the Attributes tab in the User Properties dialog box, check the Is Regional box and then specify the correct region. Note If you have not yet established the default organizational hierarchy for your business, you need to run Region Manager in FDM Desktop to create the hierarchy.

Using the Permissions Manager, make sure the user has administrative privilege on FDM PC WebClient (W_AdminTools) and for running the Call Editing feature (W_EditCompletedCalls). If you want all of your administrative users to have this capability, you can update the system-installed Web Administrator Group. First enable the W_EditCompletedCalls permission, and then assign the user to the permission group.

A-12

Editing Completed Calls

Set R/W access to these at minimum

To find out more about how to use Thinque Management Console to create users and set permissions, consult chapter 3 in the TMC Administrators Guide.

In FDM Desktop
Make sure your regional hierarchy is set up correctly. Make sure that both reps and sites have regional assignments.

To find out more, see Chapter 2, Region Manager, Chapter 3, Site Manager, and Chapter 4, Rep Manager, in this guide.

Calls eligible for editing


Calls with either Complete or Declared Complete status are eligible for editing. If you edit a Declared Complete call, the call editor always changes the calls status to Complete regardless of whether or not you supply values for required fields. Note If the call is awaiting approval (see Approving Calls on page A-3), it is not yet eligible for editing. However, the administrator who conducts call approval can edit answers before signing off on the call.

FDM Desktop Users Guide

Editing Completed Calls

A-13

How to edit calls


To edit completed calls within your region
1 2 Log into FDM PC WebClient with adminstrative privilege. From the Administration menu, click Edit Completed Calls.

This opens the call filter screen, which displays qualifying reps, call reports, and chains. If you are a regional administrator, the list of qualifying selection criteria depends on your region assignment. Note Call reports with undefined region assignments always qualify. 3 In the call filter screen, do the following: a Either leave the selection criteria unaltered so that the call filter looks for all qualifying calls, or further restrict the criteria by selecting entries in any of the lists. To select more than one entry, use C-click (add a single entry at a time) and S-click (add multiple entries at a time). You can also restrict selection by date range. b Click Apply to run the filter.

This opens the call list screen with the list of calls that satisfy your filter selection criteria. If youre a regional administrator, the call filter limits qualifying calls to those that have corresponding reps and sites assigned to your region or subregion.

A-14

Editing Completed Calls 4

For the call you want to open and change, click Edit.

This opens the call report detail screen. 5 In the call report detail screen, do the following: a b c Open a call report form using either the drop-down list or browse buttons. Change any field values you want to. After making all needed changes, click Update Call to save the changes.
Select call report form using these controls

Note Scripting is disabled when editing calls.

Appendix B

Setting Up Scan-and-Search on the FDM Handheld Client


Overview
This appendix explains how to enable and configure scanner support for grid forms displayed on handheld devices. Topics include: An overview of the FDM scan-and-search feature How to enable default scan behavior using Thinque Management Console How to customize scan behavior for a given chain

The FDM Scan-and-Search Feature


If you want your handheld device-based reps to be able to locate products in a grid form by scanning product packaging, you need to enable scanning using Thinque Management Console. Once enabled, you can use the default scan-and-search behavior, or you can customize it further for chains.

Default scan-and-search behavior If all you do is enable scanning, FDM searches grid columns sequentially starting with the column you specified in Thinque Management Console, and compares all characters in a given column entry with the scanned-in code. When FDM finds an entry that matches the scanned-in code, the search stops and FDM places grid focus on the input field that corresponds to the match. Otherwise, FDM stops the search when it reaches the last entry in the last grid column. Custom scan-and-search behavior for chains If you require more specific types of
searches, you can customize scan-and-search behavior further using a configuration file. In this file, you need to specify the chain each search specification belongs to, and which character positions within the scanned-in code FDM needs to compare the column value with. You can optionally define specific columns to search; if left unspecified, FDM reverts to the column sequence defined by the default scan-and-search behavior.

B-2

Enabling Scan-and-Search (Default Behavior)

Enabling Scan-and-Search (Default Behavior)


By default, field reps cannot use scanners to locate products in grid forms. You need to enable this feature using Thinque Management Console.

To enable scan-and-search on handheld devices


1 2 Start and log on to Thinque Management Console. For instruction, consult the TMC Administrators Guide. In the console tree, right-click the enterprise application node for your companys installation (by default, MSP Field Data Module), and then click Configuration Options.

On the Field Client tab, do the following: a b Check the Enable Grid Search/Scan box. In the Search/Scan Column box, enter the number of the column you want FDM to start the search with. FDM will continue searching columns starting from the column you specify here until it either finds a match or reaches the end of the grid form.

Your reps can now use the default scan-and-search feature with their handheld devices.

FDM Desktop Users Guide

Customizing Scan Behavior for Chains

B-3

Customizing Scan Behavior for Chains


To set up chain-specific scan behavior, you need to: enable default scan-and-search as explained in Enabling Scan-and-Search (Default Behavior) on page B-2, configure the scan.txt file, and then distribute this file to handheld devices.

The scan.txt file


The scan.txt file specifies for a given chain: which character positions in the scanned-in code to use when searching a column, and if you dont want to use the default scan behavior, exactly which columns you want to search.

You can define as many chain scan-and-search specifications as you want, but only one per chain.

Syntax
{ chain_ID = char_position_list {; column_search_list} }* ' comment_text

where:
chain_ID is the FDM-internal identifier for the chain this scan specification applies to. char_position_list is a comma-separated list of character positions within a

scanned-in code that you want FDM to match to the column value. Numbering progresses left to right starting at one.
column_search_list is an optional comma-separated list of column numbers

that specify the column search sequence FDM should use. This way, you can skip searching irrelevant columns, which can speed up the search. Column numbering progresses left to right starting at one, where column one always refers to the required product name column. If you omit column_search_list , FDM reverts to the default search behavior.
comment_text is permitted and must follow the tick (') symbol in column one

of the scan.txt file.

Example
'1000=Widget King, 1001=Widgets R Us, 1002=ACE Widgets 1000 = 7,8,9,10,11,12;3

In this example, the first line is a comment line that lists all of the FDM-internal chain IDs for this FDM implementation. The next line describes the scan-andsearch capability for the Widget King chain. Specifically, in grid column 3, read characters 7-12 and compare them to the scanned-in code for a match. This scan.txt file could be extended for both Widgets R Us and ACE Widgets using the chain IDs provided in the comment line.

B-4

Customizing Scan Behavior for Chains

Distributing scan settings


To distribute changes, you typically: 1 2 Change or generate one instance of the scan.txt file. Distribute the file to the MSP storage folder on each handheld device used by your field force.

Though you can manually copy these files to handheld devices, we recommend using the file distribution capability provided by ThinqComm. This way, you can single-source distribution by way of the MSP server. To find out more, consult file and software distribution in the TMC Administrators Guide.

Index
Symbols
* (asterisk) 1-11 _ (underscore) 1-11 _Default campaign 7-3 self-scheduling projects 7-35 sites 3-3, 3-10 standard projects 7-21 survey form to call report 6-12 answer, initializing for call report question 6-34 approving change requests 9-7 completed calls (FDM PC WebClient) A-1, A-3 assigning contacts to sites 3-8 products to chains 5-12 products to product sets 5-15 products to sites 5-14 regions to chains 3-9, 3-18 regions to manufacturers 3-9, 3-18 sites to reps 3-8, 3-14, 4-7, 4-8 asterisk character 1-11 audio adding to IVR-enabled questions 6-18 recording 6-18 using pre-recording 6-18 authorized products in grid forms 6-22

A
Add Question to Library command (Call Report Builder menu) 1-8 adding broadcast projects 7-40 call report 6-9 calls manually 7-47 campaigns 7-13 chain 12-3 Choice questions to forms 6-35 choice sets to library 6-50 choices to choice set 6-51 contacts 3-12 content to instructions form 6-27 display-only column to grid form 6-23 export profile 11-2, 11-4 form to call report 6-12 generic sites 3-10 grid extension 6-23 grid form to call report 6-13 instructions form to call report 6-14 late binding grid form to call report 6-13 manufacturer 12-1 product 5-2, 5-3, 5-8 product set 5-10 product set to late binding grid form 6-21 products to grid form 6-19 promotion for chain 8-5 for site 8-5 question separator to survey form 6-45 questions to form using Question Library 6-49 to grid form 6-18 to late binding grid form 6-21 to library 6-48 to survey form 6-16 region set 2-2, 2-6 rule-based projects 7-21

B
background call scheduling 7-19 Boolean values in import rules 10-3 broadcast projects about 7-6, 7-18 adding 7-40 Administrative site 7-6

C
calendar function 1-11 call import record 10-10 call report 7-2 adding 6-9 adding form to 6-12 attaching script 6-10 building 6-8 completed, management of about A-1 approval A-3 editing A-10 copying forms 6-15

Index-2

creating new version 6-53 deploying 6-56 duplicating 6-54 enabling for IVR 6-10 scripting 6-10 exporting data for 11-18 form type 6-7 grid 6-7, 6-13, 6-18 instructions 6-8, 6-14 late binding grid 6-7, 6-13, 6-21 survey 6-7, 6-12, 6-16 initializing answer for question 6-34 properties 6-54 removing 6-55 removing form from 6-32 saving 6-6 specifying 6-6 versions 6-52 viewing 6-52 Call Report Builder 6-1 about 6-7 Call Reports Pane 6-4 Form Contents Pane 6-5 Forms Pane 6-5 menu 1-8 New Call Report Properties button 6-6 Save Call Report button 6-6 starting 1-7, 6-2 window 6-2 Call Report Builder command (Go menu) 1-7 Call Report Builder menu Add Question to Library command 1-8 Duplicate Call Report command 1-8 Insert New command 1-8 Make New Version command 1-8 Open Question Library command 1-8 Call Scheduler 7-1 _Default campaign 7-3 about 7-4 background scheduling 7-19, 7-26 broadcast project 7-4, 7-6 call reports 7-2 Call Viewer 7-8, 7-10 calls 7-2 Campaign Manager 7-9 campaign-project tree 7-8 campaigns 7-3 command bar 7-8 components 7-20 concepts 7-2 exception management 7-50 Exception Viewer 7-11 foreground scheduling (immediate) 7-19 how it works 7-3 immediate scheduling (foreground) 7-19, 7-26 manually creating calls 7-4, 7-6 menu bar 7-8 moving calls 7-4

moving calls between projects 7-6 project templates 7-2 project types 7-18 projects 7-2 rule-based project 7-5 scheduler frame 7-8 scheduling methods 7-4 selecting sites and reps rule-based project 7-30 standard project 7-28 self-scheduling project 7-5 standard project 7-4 starting 1-7, 7-7 verifying exceptions 7-9 automatically 7-56 manually 7-55 viewing exceptions 7-53, 7-55 window 7-8 Call Scheduler command (Go menu) 1-7 call status complete 7-46 declared complete 7-46 deployed 7-46 downloaded 7-46 in process 7-46 under review 7-46 Call Viewer 7-8 about 7-10 call list 7-42 call status types 7-46 opening 7-43 calls about 7-2 adding manually 7-47 changing 7-49 exceptions management 7-50 generating 7-19 managing 7-42 moving between projects 7-48 removing 7-50 scheduling 7-1 viewing details 7-47 Campaign Manager about 7-9 campaign-project tree 7-8 opening 7-12 campaigns 7-3 _Default campaign 7-3, 7-12, 7-16 adding 7-13 changing 7-14 extending end date 7-14 managing 7-12 removing 7-16 chain promotion adding 8-5 changing 8-5 import record 10-15

FDM Desktop Users Guide

Index-3

chains adding 12-3 assigning products to 5-12 assigning regions to 3-9, 3-18 changing 12-4 grid extensions for 6-23 region import record 10-11 removing 12-4 scan-and-search configuration for B-1, B-3 Chains command (Tools menu) 1-8 change requests accepting for a new site 9-7 approving 9-7 changing 9-7 discarding 9-3, 9-8 discarding for new sites 9-8 for new site 9-2 removing 9-3, 9-8 changing calls 7-49 campaigns 7-14 chain promotion 8-5 chain specification 12-4 change requests 9-7 Choice questions in forms 6-36 choice sets 6-51 choices in 6-51 completed calls (FDM PC WebClient) A-1, A-10 contact specifications 3-13 end dates for campaigns and projects 7-14 export profile 11-21 field labels on desktop 1-12, 12-6 grid form properties 6-22 questions 6-30 instruction form content 6-31 manufacturer specification 12-2 nomenclature on desktop 1-12, 12-5 product 5-9 product set 5-11 projects (scheduling) 7-41 region assignments 2-10 region names 2-7 region position 2-7 rep specifications 4-7 site promotion 8-5 site specifications 3-10 survey form questions 6-29 Choice question type 6-34 adding 6-35 creating sets, see choice set removing 6-36 choice set adding choices to 6-51 changing choices in 6-51 changing order in 6-52 creating 6-50

removing 6-51 removing choices from 6-52 renaming 6-50 Choice Set Library 6-49 adding choice sets 6-50 removing choice sets 6-51 renaming choice sets 6-50 clients, FDM FDM PC WebClient xii handheld PC xii IVR (touchtone) xii completed calls about administering A-1 approval A-3 editing A-10 configuring scan-and-search (handheld device) B-1 contacts adding 3-12 assigning to sites 3-8 change requests for 9-7 changing specifications 3-13 defined 3-11 list 3-12 removing from sites 3-14 setting site defaults 3-13 conventions, typographical this guide xvi wildcards in strings (call scheduling) 7-34 copying export profile 11-3, 11-21 form to call report 6-15 creating broadcast projects 7-4, 7-6 calls manually 7-4, 7-6 rule-based projects 7-5 self-scheduling projects 7-5 standard projects 7-4 Currency question type 6-37 adding 6-38 extending exchange types 6-39 internaltional support 6-39 Current View command (View menu) 1-7, 6-3 Customize Field Labels command (Tools menu) about 1-8 activating chain attributes for grid extensions 6-23 changing labels 12-6 Customizing Field Labels command (Tools menu) reverting to defaults 12-7 cyclical scheduling 7-19

D
data validation, see scripting Date question type 6-40 dates exporting by 11-4 import rules 10-3 specifying

Index-4

format 1-11 using calendar function 1-11 DateTime question type 6-41 Decimal(Short) question type 6-41 deferred cyclical scheduling 7-19 deploying call reports 6-56 discarding, see removing documentation xvii Duplicate Call Report command (Call Report Builder menu) 1-8 duplicating, see copying

selection criteria 11-4 sorting 11-3 Export Profile Manager 11-1 exporting by call report 11-18 by date range 11-4 by project 11-7 by rep 11-10 by site 11-14 using the SAExport utility extension, grid 6-23 see also grid extension

11-23

E
enabling automatic exception verification for a scheduling project 7-26 using Thinque Management Console 7-58 call (completed) approval in FDM PC WebClient A-4 call (completed) editing in FDM PC WebClient A-11 scan-and-search in grid forms B-2 self-scheduling projects 7-35 Exception Viewer about 7-11, 7-50 exception list 7-53 exception types 7-51 opening 7-53 exceptions enabling automatic verification 7-58 ignoring 7-55 managing 7-50 removing 7-56 status 7-52 types 7-51 Verify command 7-9 verifying automatically 7-56 manually 7-55 export data file 11-1 generating 11-3, 11-22 removing 11-22 Export Manager activities 11-2 Duplicate Export Profile button 11-3 Generate Export File button 11-3 New Export Profile button 11-2 Open Export Profile button 11-2 starting 1-7 window 11-2 Export Manager command (Go menu) 1-7 export profile 11-1 adding 11-2, 11-4 changing 11-21 duplicating 11-3, 11-21 naming 11-4 opening 11-2 removing 11-22

F
FDM Desktop about xii application toolbar 1-9 application window 1-5 changing field labels 1-12, 12-6 changing nomenclature 1-12, 12-5 Logging on 1-4 menus 1-5 module toolbar 1-9 module windows 1-9 quitting 1-12 starting 1-4 user-defined fields 3-7 workspace 1-9 FDM PC WebClient about xii approving completed calls A-3 editing completed calls A-10 grid extension display 6-26 logging on A-2 starting A-2 field changing display name in desktop 1-12, 12-6 user-defined 1-12, 3-7, 12-6 Field Data Module (FDM) architecture xii Thinque Management Console xii field validation, see scripting file export data 11-1, 11-22 export log 11-25 import data Action field 10-4 call data 10-10 chain promotion data 10-15 formatting rules 10-3 outlet region data 10-11 product chain attribute data 10-14 product data 10-12 product set data 10-13 product site attribute data 10-14 site data 10-7 site promotion data 10-16

FDM Desktop Users Guide

Index-5

import log 10-19 scan-and-search (scan.txt) B-3 filters for call list 4-11 for product list 5-3, 5-16 for products in set 5-18 for project call list 7-42 for rep list 3-17, 4-2, 4-3 for site list 3-3, 3-4 wildcards 1-11 foreground scheduling (immediate) 7-19 form adding questions 6-16, 6-17, 6-18, 6-21, 6-35 adding to call report 6-12 changing Choice question 6-36 client-side control, see scripting copying 6-15 defined 6-7 properties 6-55 removing 6-32, 6-56 removing product 6-32 removing question 6-32 removing separator 6-32 script ID 6-10 sorting 6-55 type grid 6-7, 6-13, 6-18 instruction 6-8, 6-14, 6-27 late binding grid 6-7, 6-13, 6-21 survey 6-7, 6-12, 6-16

for scan-and-search 6-23 linking to question 6-25 grid form 6-7 adding products 6-19 adding questions 6-18 adding to call report 6-13 changing questions 6-30 extending 6-23 see also grid extension ordering products 6-31 ordering questions 6-30, 6-31 properties 6-22 question types 6-32 required products 6-31 required questions 6-30 scan-and-search 6-23 see also scan-and-search suppressing unauthorized products

6-22

H
handheld device configuring scan-and-search B-1 grid extension display 6-26 hierarchy (for business organization), see Region Manager and region set

I
Image question type 6-43 immediate call scheduling 7-19 Import Manager setup specification 10-2 starting 10-1 Import Manager command (Go menu) 1-7 importing Boolean values 10-3 call data 10-10 chain promotion data 10-15 data format rules 10-3 dates 10-3 outlet region 10-11 product chain attribute data 10-14 product data 10-12 product set data 10-13 product site attribute data 10-14 quotes 10-3 site data 10-7 site promotion data 10-16 special characters 10-3 using the SAImport utility 10-16 Insert New command (Call Report Builder menu) instructions form 6-8 adding content 6-27 adding to call report 6-14 changing content 6-31 Integer question type 6-43

G
Generate Export File button 11-23 generating calls 7-19 export data file 11-3, 11-22 generic sites about 7-5 adding 3-10 specifying 3-6 Go menu Call Report Builder command 1-7 Call Scheduler command 1-7 Export Manager command 1-7 Import Manager command 1-7 Product Manager command 1-7 Promotion Manager command 1-7 Region Manager command 1-7 Rep Manager command 1-7 Site Manager command 1-7 Sync Manager command 1-7 grid extension about 6-23 adding 6-23 appearance in FDM client application 6-26 chain-specific 6-23 exposing product attribute for 6-23

1-8

Index-6

international currency support 6-39 extending 6-39 IVR enabling call report for 6-10 survey form for 6-10 questions in call report adding audio 6-18 adding to survey form 6-17 supported types 6-32 server xii telephone access xii

N
new sites accepting change requests for 9-7 change requests in Sync Manager 9-2 discarding change requests for 9-8 matching using Sync Manager 9-2 Nomenclature command (Tools menu) 1-8 nomenclature, changing for desktop 1-12, 12-5 non-repeating calls 7-19 notation conventions this guide xvi wildcards in strings (call scheduling) 7-34

L
late binding grid form 6-7 adding product set 6-21 adding questions 6-21 adding to call report 6-13 extending 6-23 see also grid extension properties 6-22 question types 6-32 scan-and-search 6-23 see also scan-and-search suppressing unauthorized products libraries Choice Set Library 6-49 Question Library 6-48 log file export 11-25 import 10-19 Logon, FDM Desktop 1-4

O
Open Question Library command (Call Report Builder menu) 1-8 ordering export profile 11-3 forms in call reports 6-55 products in grid form 6-31 questions in grid form 6-30, 6-31 questions in survey form 6-29 6-22

P
Previous Versions command (View menu) 6-3 product adding 5-2, 5-3, 5-8 assigning to chains 5-12 assigning to product sets 5-15 assigning to sites 5-14 attributes for grid extensions 6-23 authorized 3-9, 6-22 chain attribute exposing for grid extension 6-23 import record 10-14 changing 5-9 defined 5-7 import record 10-12 removing 5-9 required 6-31 set 5-10 site attribute import record 10-14 product list 5-4 filtering 5-3, 5-16 sorting 5-4 Product Manager 5-1 activities 5-2, 5-3 Filter by Form button 5-3 New Product button 5-2, 5-3 Save and Add Product button 5-2, 5-3 starting 1-7, 5-1 window 5-1 Product Manager command (Go menu) 1-7

M
Make New Version command (Call Report Builder menu) 1-8 manufacturer adding 12-1 assigning regions to 3-9, 3-18 region import record 10-11 removing 12-2 Manufacturers command (Tools menu) 1-8 mobile device see FDM PC WebClient see handheld device module toolbar Export Profile Manager 11-2 Product Manager 5-2 Promotion Manager 8-2 Rep Manager 2-2, 4-2 Site Manager 3-3 Sync Manager 9-3 moving calls between projects 7-4, 7-6, 7-48 MSP Scheduling Service 7-19

FDM Desktop Users Guide

Index-7

product set adding 5-10 assigning products to 5-15 changing 5-11 defined 5-10 filtering products in 5-18 import record 10-13 removing 5-12 profile, see export profile project templates 7-2 project types broadcast 7-18 rule-based 7-18 self-scheduling 7-18 standard 7-18 projects 7-2 adding broadcast type 7-40 rule-based type 7-21 self-scheduling type 7-35 standard type 7-21 adding calls to 7-4, 7-6 broadcast 7-4, 7-6 call list 7-42 changing 7-41 extending end date 7-14 managing 7-17 project specification 7-17 removing 7-42 rule-based 7-5 selecting sites and reps 7-23 rule-based project 7-30 standard project 7-28 self-scheduling 7-5 standard 7-4 statistics 7-21 status 7-21 viewing details 7-20 promotion adding for chain 8-5 for site 8-5 changing for chain 8-5 for site 8-5 excluding site 8-5 import record chain 10-15 site 10-16 saving 8-2 Promotion Manager 8-1 activities 8-2 Save & Add Site button 8-2 Save Site button 8-2 starting 1-7, 8-1 window 8-1 Promotion Manager command (Go menu)

properties call report 6-6, 6-54 contacts 3-12 form 6-55 grid form 6-22 late binding grid 6-22 reps 4-5 sites 3-6 Properties command (View menu)

6-3

Q
question adding to form using Question Library assigning choices 6-52 initializing answer 6-34 IVR-enabled 6-17, 6-18, 6-32 linking to grid extension 6-25 required 6-29, 6-30 script ID 6-10 separators 6-45 types 6-32 Choice 6-34, 6-37 Date 6-37, 6-40 DateTime 6-41 Decimal(Short) 6-41 Image 6-43 Integer 6-43 Separator 6-45 Text 6-46 Text(Short) 6-46 Time 6-47 Question Library 6-48 adding question to form using 6-49 adding questions 6-48 opening 6-48 quotes in import rules 10-3 6-49

R
regenerating calls 7-19 Region Manager 2-1 activities 2-2 New Site button 2-2 Save & Add Site button 2-2 Save Site button 2-2 starting 1-7, 2-1 window 2-1 Region Manager command (Go menu) region set adding 2-2, 2-6 changing region names 2-7 region position 2-7 exception handling 2-10 list 2-3

1-7

1-7

Index-8

naming levels 2-8 saving 2-2 setting default 2-5 regional settings 1-12 and currency types 6-39 question types supported 6-33 regular sites 3-6 removing call report 6-55 calls 7-50 campaigns 7-16 chain 12-4 change requests 9-3, 9-8 choice sets in library 6-51 contacts for sites 3-14 export data file 11-22 export profile 11-22 form 6-32, 6-56 form from call report 6-32 manufacturer 12-2 product 5-9 product set 5-12 projects 7-42 question from form 6-32 rep specifications 4-8 separator 6-32 site assignments to reps 3-15, 4-9 site specifications 3-11 removing exceptions 7-56 renaming choice sets in library 6-50 rep list 4-3 filtering 3-17, 4-2 sorting 4-3 Rep Manager 4-1 activities 4-2 command (Go menu) 1-7 Filter by Form button 4-2 filtering rep list 4-3 Save Rep button 4-2 starting 4-1 window 4-1 rep selection (scheduling) in rule-based project 7-32 advanced rules 7-34 previewing results 7-35 specifying text-based attributes in standard project 7-29 repeating calls 7-19 report, call, see call report reps assigning sites to 3-8, 3-14, 4-7, 4-8 changing calls for 4-11 changing specifications 4-7 exporting data for 11-10 filtering the call list 4-11 removing 4-8 removing site assignments 3-15, 4-9 saving 4-2

setting site defaults 3-16, 4-10 setting up in Thinque Management Console specifying 4-5 viewing call assignments 4-7 required product in form 6-31 question in form 6-30 resizing panes 9-4, 9-6 rule-based projects about 7-5, 7-18 adding 7-21 selecting sites and reps 7-30

1-1

S
SAExport utility 11-1, 11-23 SAImport utility 10-16 saving call report 6-6 promotion 8-2 region set 2-2 reps 4-2 sites 3-3 scan.txt file (grid scan-and-search configuration) B-3 scan-and-search (grid form) about B-1 chain-specific configuration about B-1, B-3 distributing B-4 scan.txt file B-3 default configuration B-1, B-2 enabling using Thinque Management Console B-2 grid extensions for 6-23 Scheduler 1-7 scheduling calls automatically 7-4, 7-5, 7-6 background scheduling 7-19, 7-26 foreground call scheduling (immediate) 7-19 how it works 7-3 immediate scheduling (foreground) 7-19, 7-26 manually 7-4, 7-6 methods 7-4 moving 7-4 moving between projects 7-6 MSP Scheduling Service 7-19 scheduling types 7-25 cyclical 7-19 deferred cyclical 7-19 regenerating 7-19 standard 7-19 scripting about 6-10 attaching script to call report 6-10, 6-11 for multiple client device types 6-10 form IDs 6-10 question IDs 6-10 search (grid form), see scan-and-search

7-34

FDM Desktop Users Guide

Index-9

self-scheduling projects about 7-5, 7-18 adding 7-35 generic sites 7-5 matching new sites 9-2 separator for products in grid form 6-45 for questions in survey form 6-45 in question sets 6-45 Separator question type 6-45 service, MSP scheduling 7-19 Show Previous Versions command (View menu) site list 3-3 filtering 3-3 sorting 3-4 Site Manager 3-1 Filter by Form button 3-3 filtering site list 3-4 generic sites 3-6, 3-10 New Site button 3-3 regular sites 3-6 Remove Filter button 3-3 Save Site button 3-3 starting 1-7, 3-2 user-defined fields 3-7 window 3-2 Site Manager command (Go menu) 1-7 site selection (scheduling) in rule-based project advanced rules 7-33 dynamic 7-31 explicit 7-30 previewing results 7-35 specifying text-based attributes 7-34 in standard project 7-28 sites adding 3-3, 3-10 adding promotion 8-5 assigning contacts to sites 3-8 assigning products to 5-14 assigning to reps 3-8, 3-14, 4-7, 4-8 change requests for 9-5 changing promotion 8-5 changing specifications 3-10 excluding from chain promotion 8-5 exporting data for 11-14 generic 7-5 import record 10-7 promotion import record 10-16 removing 3-11 removing assignments to reps 3-15, 4-9 saving 3-3 setting default contacts 3-13 setting default reps 3-16, 4-10 specifying 3-6 user-defined specifications 3-7 sorting, see ordering special characters in import rules 10-3

1-7

standard projects about 7-4, 7-18 adding 7-21 selecting sites and reps 7-28 starting Call Report Builder 1-7, 6-2 Call Scheduler 1-7, 7-7 Export Profile Manager 1-7 FDM Desktop 1-4 Product Manager 1-7, 5-1 Promotion Manager 1-7, 8-1 Region Manager 1-7, 2-1 Rep Manager 4-1 SAExport utility 11-24 SAImport utility 10-17 Site Manager 1-7, 3-2 Sync Manager 1-7, 9-3 statistics, project 7-21 status exceptions 7-52 projects 7-21 survey form 6-7 adding IVR-enabled questions 6-17 adding questions 6-16 adding to call report 6-12 changing questions 6-29 enabling for IVR 6-10 ordering questions 6-29 question separators 6-45 question types 6-32 required questions 6-29 Sync Manager 9-1 activities 9-3 contact table 9-7 Discard button 9-3 manually matching new sites 9-8 matching new sites 9-2 outlet table 9-5 resizing panes 9-4, 9-6 sorting contacts 9-6 sites 9-4 starting 1-7, 9-3 window 9-3 Sync Manager command (Go menu) 1-7

T
templates, scheduling project 7-2 territory structure (for business organization), see Region Manager and region set Text question type 6-46 Text(Short) question type 6-46 ThinqComm xii Thinque Management Console xii adding users 1-1 designating reps 1-1 enabling

Index-10

automatic exception verification 7-58 call (completed) approval A-4 call (completed) editing A-11 grid scan-and-search B-2 self-scheduling projects 7-35 Time question type 6-47 Tools menu 1-8 Chains command 1-8 Customize Fields command 1-8 Manufacturers command 1-8 Nomenclature command 1-8 Tracking check box (project wizard) 7-26 typographical conventions this guide xvi wildcards in strings (call scheduling) 7-34

U
underscore character 1-11 user-defined fields 1-12, 3-7, 12-6 users designating reps 1-1 field rep 1-2 setting up accounts 1-1 utilities export (SAExport) 11-1, 11-23 import (SAImport) 10-1, 10-16

V
validating input data, see scripting verifying exceptions automatically 7-9, 7-56 enabling for a scheduling project 7-26 enabling using Thinque Management Console 7-58 manually 7-55 version control, call reports 6-53 View menu Current View command (Call Report Builder) 6-3 Previous Versions command (Call Report Builder) 6-3 Properties command (Call Report Builder) 6-3 viewing call reports 6-52

W
wildcards in filters 1-11 in strings (call scheduling) Window menu 1-8 7-34