Operator Miscellaneous Tabs

This documentation instructs users on how to use the remaining tab options available within the Outbound Quantum Operator page.

Alarms #

The Alarms tab displays alarms received by the system and currently being handled by the outbound quantum operator. The Alarms table lists when the alarms were originally received and when the operator is scheduled to contact individuals on the alarm’s call list.

Users can input an account number into the Account field to refine the list of displayed alarms to a single account. Users can also select the magnifying glass icon to search for and select an account. See the Account Number Search documentation for instructions on how to search for accounts within Matrix.

If no account is selected, the system will confirm you would like to view all alarm data.

Users can interact with displayed alarms via the available toolbar options. These options are defined below.

Alarms On Hold #

The Alarms On Hold tab displays all alarms currently within the Hold queue in Monitoring.

Users can interact with the Alarms On Hold table via the available toolbar options. These options are defined below.

Log Message #

Selecting Log Message from the toolbar will display the Add History Message dialog box.

Perform the following steps to add a message to the selected alarm.

1. If applicable, update the Description text to the desired explanation of the message.
2. If applicable, select an available predefined message from the Quick Notes dropdown.
3. Input any additional information you would like to include into the available message text field.
4. Select OK to complete adding the message to the alarm.

Repeat the above steps as necessary to add messages to alarms.

Limit Voice Calls By Res Code #

The Limit Voice Calls By Res Code allows users to restrict voice calls by the Status Code assigned to service tickets. This allows users to determine if the automated operator will call ticket contacts with service information based on the status code assigned to the ticket.

Users can interact with the Limit Voice Calls by Res Code table via the available toolbar options. These options are defined below.

Edit #

Selecting Edit from the toolbar will display the Edit Notify By Voice dialog box. Users can then select or deselect the Notify Via Voice option to determine if the operator will call individuals assigned to service tickets labeled with the selected status code.

Mult Sig (Type) #

The Mult Sig (Type) tab allows users to define parameters on how the automated operator should handle multiple signals of a predefined alarm type.

Users can interact with the Mult Sig (Type) table via the available toolbar options. These options are defined below.

Add #

Selecting Add from the toolbar will display the Add Multiple Alarm Handling dialog box.

Perform the following steps to assign handling parameters to an alarm type.

1. Input the account number the parameters should be assigned to into the Account field.
   • Users can select the magnifying glass icon to search for and select an account.
2. Input the alarm type the parameters should apply to into the Type field.
   • Users can select the magnifying glass icon to search for and select an alarm type.
3. Input the desired number of hours after the receipt of the original alarm signal that the system should watch for duplicate signals into the Hours Between field.
   • After the defined number of hours, if a duplicate signal is received, the system will handle the duplicate using the parameters defined within the remaining options.
4. Select how the multiple signals received in the indicted number of hours should be handled from the Operator System dropdown.
   • O: Duplicate signals will be sent to an operator for handling.
   • S: Duplicate signals will be system handled.
5. Select how duplicate signals received in the indicated number of hours and whose original signal was previously stormed, should be handled from the Storm OPR/SYS dropdown.
   • S: Duplicate signals will be system handled.
   • O: Duplicate signals will be sent to an operator for handling.
   • V: Duplicate signals will be sent to OBV for handling.
6. Select Save to complete assigning handling parameters to the selected type.

Repeat the above steps as necessary to define how multiple signals are handled on customer accounts.

Mult Sig (Zone) #

The Mult Sig (Zone) tab allows users to define parameters on how the automated operator should handle multiple signals received by account zone.

Users can interact with the Mult Sig (Zone) table via the available toolbar options. These options are defined below.

Add #

Selecting Add from the toolbar will display the Add Call Time Per Zone Setup dialog box.

Perform the following steps to define how multiple signals should be handled on account zones.

1. Input the account number the parameters should be assigned to into the Account field.
   • Users can select the magnifying glass icon to search for and select an account.
2. Input the desired number of hours after the receipt of the original alarm signal that the system should watch for duplicate signals on the same zone into the Hours Between field.
   • After the defined number of hours, if a duplicate signal is received within the same zone as the original, the system will handle the duplicate as defined within the remaining options.
3. Select how the multiple signals received in the indicated number of hours should be handled from the Operator System dropdown.
   • S: Duplicate signals will be system handled.
   • O: Duplicate signals will be sent to an operator for handling.
4. Select how duplicate signals received in the indicated number of hours and whose original signal was stormed, should be handled from the Storm OPR/SYS dropdown.
   • S: Duplicate signals will be system handled.
   • O: Duplicate signals will be sent to an operator for handling.
   • V: Duplicate signals will be sent to OBV for handling.
5. Select Save to complete assigning handling parameters.

Repeat the above steps as necessary to define how multiple signals are handled when received on the same zone.

Status #

The Status tab displays two read-only tables that display VOX call status.

The Calls In Process table displays any calls currently being made by the operator.

The Pending Calls table displays all calls currently within the queue to be called when the operator completes its current in process calls.

Search/Replace #

The Search/Replace tab allows users to define words or phrases that the automated operator will replace with alternate text when reading scripts to contacts.

For Example: Users can create a script including the acronym LTT and add a Search/Replace to replace LTT with late to test. When the operator reaches the part of the script with LTT, it will say late to test when reading the script to contacts. See the Operator Scripts documentation for instructions on managing scripts.

Users can interact with the Search/Replace table via the available toolbar options. These options are defined below.

Add #

Selecting Add from the toolbar will display the Add Search/Replace dialog box.

Perform the following steps to create replacement text.

1. Input the desired numerical identifier into the Sort Order field.
   • Sort Order identifiers must be unique. No two search/replace combinations can share an identifier.
2. Input the text OBV should replace into the Search For field.
   • This is the text that will be replaced when the operator reads the script.
3. Input the text that will be substituted for the Search For text into the Replace With field.
   • This is the text that will be read when the operator reads the script and reaches the Search For text.
4. Select Save to complete creating the search/replace combination.

Repeat the above steps as necessary to create additional search/replace combinations.

Status Color Setup #

The Status Color Setup tab allows users to assign colors to VOX alarms based on how long they have been in the pending queue. This is the color alarms will display as within the Monitoring pending queue.

Users can interact with the Status Color Setup table via the available toolbar options. These options are defined below.

Add #

Selecting Add from the toolbar will display the Add Status Color dialog box.

Perform the following steps to assign colors to a new status.

1. Input the number of total minutes the signal has been in pending into the Age In Minutes field.
   • Once the signal’s age reaches this minute total, its color will change to what is defined below.
2. If applicable, select the Beep? option to assign a sound to the signal once it reaches the defined age.
3. Select the color the alarm text should be from the Foreground options.
4. Select the color the alarm banner should be from the Background options.
5. Select Save to complete assigning an age color to VOX alarms.

Repeat the above steps as necessary to assign colors to VOX alarms within the pending table.

QO Alarms on Hold #

The QO Alarms on Hold tab displays all alarms that have been placed into the hold queue by operator VOX.

Users can interact with the QO Alarms On Hold table via the available toolbar options. These options are defined below.

Log Message #

Selecting Log Message will display the Add History Message dialog box.

Perform the following steps to add a message to the selected alarm.

1. If applicable, update the Description text to the desired explanation of the note.
2. If applicable, select an available predefined note from the Quick Notes dropdown.
3. Input any additional information you like to include into the available message text field.
4. Select OK to complete adding the message to the alarm.

Repeat the above steps as necessary to add messages to alarms.