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© OMNINET -1- Dispatch Center Overview DPC 2.1.0
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Dispatch Center
Overview
DPC 2.1.0
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OMNITRACKER Dispatch Center in Overview Key Features Process and Interfaces Workflow and Examples OMNITRACKER Dispatch View and Google Maps Integration Off-line processing of Work Orders Extensibilities
Contents
DPC 2.1.0
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Planning and dispatching of external field staff with OMNITRACKER Dispatch Center Solution for planning, dispatching and tracking of work orders Administration of skills that are needed for accomplishing the work order Integrated route planning using OMNITRACKER GIS Gateway or Google Maps
integration Automatic transfer of work orders to the field staff Automatic processing of the work order forms returned by the field staff
OMNITRACKER Dispatch Center in Overview
DPC 2.1.0
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OMNITRACKER Dispatch Center in Overview
DPC 2.1.0
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OMNITRACKER Dispatch Center in Overview
Process and process phases: Dispatch request from a request
management system Work order to field staff Response of field staff Response to request management
system
Dispatch Center can be integrated with existing OMNITRACKER solutions. Integration via „Field Mappings".
Connection to external request management systems via different transport services (web service, email, export/import) available.
DPC 2.1.0
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Planning and Processing Fast dispatching of orders (Dispatch Requests) Generation of dispatch requests directly out of request / service management
systems (e.g. incident/problem/change management) possible Less administration effort to dispose field staff Effective use of resources Management of skills Automatic calculation of way to and from the customer Data synchronization between mobile devices and OMNITRACKER
Key Features 1/2
DPC 2.1.0
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User Interface and Display User-friendly route planning Intuitive user interface Route planning via „drag & drop"
Miscellaneous Interfaces to request management systems (e.g. OMNITRACKER IT Service
Management) Connection with route planner using OMNITRACKER GIS Gateway or Google
Maps Integration with further OMNITRACKER solutions Display of dependencies at a glance
Key Features 2/2
DPC 2.1.0
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Workflow and Interfaces
DPC 2.1.0
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Different possibilities for generating a dispatch request: Web service: Transfer of a subset of
incident, problem or change information from a connected request management system to OMNITRACKER Dispatch Center
Structured email: Data transfer via email to OMNITRACKER Dispatch Center
Import/export: Import of information via lists in OMNITRACKER Dispatch Center
Field mapping: Via field mapping from integrated OMNITRACKER solutions
Generating Dispatch Request
DPC 2.1.0
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OMNITRACKER User Interface
DPC 2.1.0
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For the dispatch planning the following views are available: Time line view for the timing Map display for the spacial planningDispatch Center offers the following possibilities for map integration: Google Maps: Access to the maps
of Google Maps Dispatch View: Requires the
integration of the core component OMNITRACKER GIS Gateway for the connection to a geoinformation system.
Dispatch Planning: Views and Map Integration
DPC 2.1.0
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New dispatch request has to be dispatched: Define customer and location of the
request Specify title and description to
define the request Define the time frame in which the
request has to be processed Specify the required skills and
materials for processing the request If a request management system is
connected (e.g. OMNITRACKER IT Service Management Center), the creation of a dispatch request can be done directly out of an incident, problem or change ticket.
Workflow: To be Dispatched
DPC 2.1.0
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In the time line view the selected planning date is displayed.
In the list the dispatch requests that have not yet been assigned are displayed.
In the time line view the requests that have not yet been assigned are displayed at the bottom.
Dispatch requests can be assigned to a technician using drag & drop.
At the top on the right useful information about the selected entry is displayed: planned route for the selected
employee distance of the employee to the
customer site
The planned route is displayed in the map.
Dispatch Planning using Google Maps (Example 1)
DPC 2.1.0
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If a request is selected, at the top on the right the distances from the technicians' home locations to the customer sites are displayed.
Technicians that do not have the required skills for the selected request are shaded.
The customer site is displayed in the map.
By clicking a marked place in the map the address of the place is displayed.
Dispatch Planning using Google Maps (Example 2)
DPC 2.1.0
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Technician who is supposed to process the work order at customer site is assigned.
Time of the on-site appointment is defined.
Predecessor and successor can be defined in the dispatch request form and within the dispatch planning.
In the dispatch planning the travel times can be calculated automatically: From the employee's home location
to the first job From one job to the next one From the last job to the employee's
home location
Workflow: Dispatched
DPC 2.1.0
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Assignment via Drag & Drop (Example)
Request is assigned to a technician with the required skills via drag & drop: within the time line view from the list into the time line
view
DPC 2.1.0
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Field staff responsible receives the order data as PDF via email.
Field staff can send back the completed PDF.
The dispatch request is updated automatically: If the order could be completed,
the state is changed to "Techn. Solved".
If the order could not be completed, the state is changed to "Rejected". Then it can be dispatched again.
Optionally the GPS coordinates of the employee's current position can be transmitted to OMNITRACKER Dispatch Center.
Processing the Work Order
DPC 2.1.0
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Techn. Solved Technician has completed the order successfully on-site and returns the PDF
form with the state "OK". State of the dispatch request is changed automatically to „Techn. Solved", on-
site and travel times as well as the comments are taken over.
Rejected Technician could not complete the order, e.g. because the customer could not
be reached on-site, and returns the PDF form with the state "Not OK". State of the dispatch request is changed automatically to „Rejected", on-site
and travel times as well as the comments are taken over.
Workflow: Techn. Solved, Rejected
DPC 2.1.0
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Both possibilities of dispatch planning offer almost exactly the same functionality: View for planning in the time line Drag & drop functionality Display of the planned route in the map Route planning in the map (Dispatch View only) Automatic alignment with start of working day Predecessor-successor relationships for sequence of orders Route optimization Current position of the resource can be displayed Batch mode available
OMNITRACKER Dispatch View and Google Maps Integration
DPC 2.1.0
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OMNITRACKER Dispatch Center offers the following possibilities for route optimization: Calculation of travel times corresponding to the assigned dispatch requests and
the position of the field staff Compact aggregation of the requests planned for one employee to avoid idle
time. The first order is aligned automatically with the start of the employee's working hours.
Geographical optimization of the route to avoid detours
Route Planning and Optimization
DPC 2.1.0
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If the field staff cannot access OMNITRACKER on the way, they can use the PDF forms of the work orders to document the results of their work. By returning the PDFs as email attachment to OMNITRACKER Dispatch Center the data can be processed off-line. The following data are updated automatically in the dispatch request: State (depending on the state reported by the technician) Start and end of the on-site work Travel times Technician's comment
Off-line processing of Work Orders
DPC 2.1.0
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OMNITRACKER Dispatch Center can be integrated easily with existing OMNITRACKER installations
Integration of further OMNITRACKER solutions, e.g. OMNITRACKER IT Service Management Center
Extensibilities
DPC 2.1.0
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Questions?
Thanks for your attention!
DPC 2.1.0
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OMNINET GmbHD-90542 [email protected] – http://www.omninet.de
OMNINET Austria GmbHA-1010 [email protected] – http://www.omninet.at
OMNINET Technologies NV/SAB-3018 [email protected] – http://www.omninet.be
OMNINET NederlandNL-2517 Den Haag [email protected] – http://www.omninet.nl
OMNINET OOO (Russia and CIS)RUS-Moscow [email protected] – http://www.omninet.ru
OMNINET GmbH (Schweiz)CH-8808 Pfä[email protected] – http://www.omninet.ch
OMNINET USAUS-New York, NY [email protected] – http://www.omninet.biz
DPC 2.1.0
OMNINET Software Solutions
