Keyfax Inter•View Administrator's Guide

Inter•View Administrator Guide Copyright © Omfax Systems 2010

Keyfax

Inter•View

Administrator’s Guide

Omfax Systems Ltd


Keyfax Inter•View


CONTENTS

Section 1 – Navigating around Inter•View

Terms.......................................................................................... 10

Logging On .................................................................................... 11

Exclusive and Non-exclusive Log-in.................................................. 12

Navigating..................................................................................... 13

The Main Menu.......................................................................... 13

The Navigation Pane ................................................................... 14

The Menu Bar ........................................................................... 15

The Editing Pane ....................................................................... 16

Entities ........................................................................................ 19

Actions ...................................................................................... 19

Messages.................................................................................... 20

Message Selection: ........................................................... 20

Properties...................................................................... 21

The Menu Bar ................................................................. 21

Preview Pane.................................................................. 23

Editing Messages .............................................................. 23

Priorities ................................................................................. 25

Priorities Selection: .......................................................... 25

Properties...................................................................... 26

The Menu Bar ................................................................. 26

Services .................................................................................. 28

Services Selection: ........................................................... 28


Properties...................................................................... 29

The Menu Bar ................................................................. 31

Tasks ..................................................................................... 32

Task Selection:................................................................ 32

Properties...................................................................... 33

Task Templates ............................................................... 34

Bookmarks Used .............................................................. 36

Questions ................................................................................ 38

Selection....................................................................... 38

Question Type................................................................. 39

Address......................................................................... 39

Numeric ........................................................................ 39

List.............................................................................. 40

Text............................................................................. 41

Scripts ...................................................................................... 45

Master Scripts.............................................................................. 47

Categories ............................................................................... 48

Category Properties .......................................................... 49

Category Images .............................................................. 49

Topics .................................................................................... 52

Topic Properties .............................................................. 52

System Scripts ............................................................................. 55

Script Sets .................................................................................. 57

Sets ....................................................................................... 57

Setting up Categories .................................................................. 59

Category Images ........................................................................ 61

Topic Hotspots ................................................................ 61

Related Image Assignment .................................................. 63

Topics .................................................................................... 64

Topic Properties: ............................................................. 65

Script Editing .............................................................................. 67

Scripting Grid ........................................................................... 68

Script Editing............................................................................ 68

Navigating the script editor........................................................... 70

Sections ........................................................................ 70


Questions ...................................................................... 71

Messages ....................................................................... 73

Services ........................................................................ 74

Priorities ....................................................................... 75

Tasks ........................................................................... 76

Databox – Read ............................................................... 77

Databox – Write............................................................... 78

Master Script Links ........................................................... 79

System Script Links........................................................... 80

Script Set Links ............................................................... 81

Advanced...................................................................................... 84

Base Task Templates................................................................... 84

Add Template ................................................................. 85

Email ........................................................................... 86

Letter .......................................................................... 88

Note ............................................................................ 90

Test ............................................................................................ 92

Text Editor.................................................................................... 96

Reports ........................................................................................ 99

Report Viewer ............................................................................ 100

Report Selection....................................................................... 100

Parameters ............................................................................. 100

Menu items ................................................................... 101

Viewing Reports ....................................................................... 102

Expanding and Collapsing Report Contents .............................. 102

Changing Sorting order ..................................................... 102

Report Builder ............................................................................ 104

Report Data Sources .................................................................. 104

Repairs History............................................................... 104

Enquiries History............................................................. 107

Actions ........................................................................ 108

Creating a Report ..................................................................... 112

Report Controls .............................................................. 112

Adding a Date range as Parameters....................................... 115


Adding a Title / Changing Column Headings ............................ 119

Advanced Expressions....................................................... 119

Printing, exporting, saving the report.................................... 120

Report Manager........................................................................... 123

Where new reports should be created ................................... 123

Adding more Report Folders ............................................... 123

Data Sources ................................................................. 125

Security ....................................................................... 125

Automatic Report Generation and Delivery ............................. 126

Date ........................................................................................ 128

General .................................................................................... 129

Logical ..................................................................................... 129

Numeric.................................................................................... 129

Text ........................................................................................ 130

Number formatting specifiers .......................................................... 131

Section 2 - Entities

Entities ........................................................................................ 11

Actions ...................................................................................... 11

Messages.................................................................................... 12


Properties...................................................................... 13

The Menu Bar ................................................................. 14

Preview Pane.................................................................. 15


Priorities ................................................................................. 17


Properties...................................................................... 18

The Menu Bar ................................................................. 18

Services .................................................................................. 20


Properties...................................................................... 21

The Menu Bar ................................................................. 23

Tasks ..................................................................................... 24


Task Selection:................................................................ 24

Properties...................................................................... 25

Task Templates ............................................................... 26

Bookmarks Used .............................................................. 28

Questions ................................................................................ 30

Selection....................................................................... 30

Question Type................................................................. 31

Address......................................................................... 31

Numeric ........................................................................ 32

List.............................................................................. 32

Text............................................................................. 33

Section 3 - Databoxes

Databoxes ..................................................................................... 37

The concept of Databoxes ............................................................... 37

Databoxes - Script Data ............................................................... 38

Databoxes – SQL Query ................................................................ 38

Databoxes – Import XML ............................................................... 38

Databoxes – Export XML ............................................................... 38

Databoxes – System Values............................................................ 39

Databoxes – Company Data ........................................................... 39

Creating a Databox ....................................................................... 40

Script Data .............................................................................. 41

SQL Query ............................................................................... 42

Import XML .............................................................................. 44

Export XML .............................................................................. 45

System Values........................................................................... 47

Company Data .......................................................................... 48

Using a Databox – Write .................................................................. 49

Using a Databox - Read................................................................... 51

Using a Databox – Conditional Assessments ........................................... 53

Using a Databox – Messages & Tasks.................................................... 54

Using a Databox – Formatting Data ..................................................... 55

Using a Databox – Expressions........................................................... 57


Defining an Expression................................................................. 58

Creating a Basic Transformation Expression........................................ 59

Creating a Basic Logical Assessment Expression ................................... 60

Section 4 - Scripts

Scripts ...................................................................................... 63

Master Scripts.............................................................................. 65

Categories ............................................................................... 66


Category Images .............................................................. 67

Topics .................................................................................... 70


System Scripts ............................................................................. 73

Script Sets .................................................................................. 75

Sets ....................................................................................... 75


Category Images ........................................................................ 79

Topic Hotspots ................................................................ 79


Topics .................................................................................... 82


Script Editing .............................................................................. 85

Scripting Grid ........................................................................... 86

Script Editing............................................................................ 86


Sections ........................................................................ 88

Questions ...................................................................... 89

Messages ....................................................................... 90

Services ........................................................................ 91

Priorities ....................................................................... 92

Tasks ........................................................................... 93

Databox – Read ............................................................... 94

Databox – Write............................................................... 95




Script Set Links ............................................................... 98

Section 5 - Advance

Advanced..................................................................................... 100

Base Task Templates.................................................................. 100

Test ........................................................................................... 108

Text Editor................................................................................... 112

Section 6 - Reports

Reports ....................................................................................... 114

Report Viewer ............................................................................ 115


Parameters ............................................................................. 115

Viewing Reports ....................................................................... 117

Report Builder ............................................................................ 119



Report Manager........................................................................... 138

Appendix - Expressions

Date ........................................................................................... i

General .......................................................................................ii

Logical ........................................................................................ii

Numeric.......................................................................................ii

Text .......................................................................................... iii


Keyfax Inter•View


Section 1 – Navigating around Inter•View

Terms........................................................Error! Bookmark not defined.

Logging On ..................................................Error! Bookmark not defined.

Exclusive and Non-exclusive Log-in................Error! Bookmark not defined.

Navigating...................................................Error! Bookmark not defined.

The Main Menu........................................Error! Bookmark not defined.

The Navigation Pane .................................Error! Bookmark not defined.

The Menu Bar .........................................Error! Bookmark not defined.

The Editing Pane .....................................Error! Bookmark not defined.


Terms

Operators – staff at the customer service desk who use the scripts to manage calls

from customers

Administrators – staff who have access to the administration tools for editing

Keyfax scripts

Host system – the system that Keyfax Inter•View integrates with; that launches

Inter•View and passes across a startup data file (XML) and receives back the export

data file from Inter•View containing all the enquiry details and diagnosed actions

Startup XML – the data file passed across from the host or calling system to Keyfax

Keyfax Inter•View at commencement of a scripted enquiry.

Export XML – the data file passed back from Keyfax to the host system containing

the details of the enquiry and diagnosed actions


Logging On

Launch Keyfax Administrators Module

The log-in page is displayed


At the login screen, enter your details

User ID – enter logon name

Password – enter password

Server - select from the drop-down of available servers

System - select system from drop-down of available systems

Script Type – select Diagnostic or Enquiry scripts

Exclusive Login – check the box for exclusive log-on

Exclusive and Non-exclusive Log-in

To prevent illogical errors where more than one person may be accessing Keyfax

scripting tools and editing scripts at the same time, the login provides for an

Exclusive access.

Several administrators can log in as non-exclusive users and work simultaneously

but with some restricted functionality. Full functionality is available with

Exclusive login which will allow only one user to have access at a time. When

logging on, it will check that no other Administrators are logged on. Attempts to

login while another Administrator is exclusively logged in will display a warning.

When you login as Exclusive, the option to abort another Administrators login is

provided but this should only be used after checking the stated Administrator is

not actually using the system and is unable to close their login normally. (This can

happen in the event of a system failure while logged in.)

Functions that require exclusive login are:

• Deleting items: � Actions � Templates � Questions � Databoxes, Expressions and Company Values � Topics � Categories � Script Sets � Hotspots and Set level overrides � Related images

• Option List - Add, Delete or Re-order options

• Un-assign Set level related image

• Un-assign Set level Category and Topic


Navigating

The terms used throughout this manual when referring to areas of the screen are:

The Main Menu

The main menu gives access to:

• Scripts

o System Scripts

o Master Scripts

o Script Sets

• Entities

o Actions

� Messages

� Priorities

Navigation

Pane

Menu

Bar

Editing

Pane

Main Menu

Script Mode


� Services

� Tasks

o Questions

o Databoxes

• Advanced

o Base Task Templates

o Large Icons

o Test

• Reports

o Report Builder

o Report Manager

o Report Viewer

• Users

o Users

o Business Groups

o Task groups

• Help

o Contents

o About

• Exit

• Script Mode

o Diagnostic Scripts

o Enquiry Scripts

As click on a menu item, a new tab is displayed with the appropriate display.

You can have multiple tabs open at any one time but editing is only permitted on

one tab at a time. If you have the Edit mode open on a tab, the tab title will have

an asterisk *.

The Navigation Pane

The Navigation Pane is where the selection of items is made. It will contain list of

items, often in groups and ordered alphabetically. For many views, a filter is

provided for entering text to narrow the selection


The Menu Bar

The Menu Bar shows icons for viewing and editing the selected items. Icons on the

Menu Bar will vary depending on which items are currently being viewed and

edited

- select ‘Edit’ to enable changes to be made to the selected item - the Edit

icon will change from to . The icon on the right of the Menu bar will also

change from ‘Read Only’ to ‘Editing’.

If you find you cannot access areas, check that you are in Edit mode.

You cannot have edit mode open on more than one tab.

- select ‘Add’ to add a new item.

- select ‘Save’ to save changes.

- select ‘Restore’ to undo and restore the item to the last saved position .

- select ‘Delete’ to delete an item. The delete button will only be enabled

if you are in Edit mode and have logged in as an exclusive user.

WARNING: Deleting items cannot be undone.

Text - Select to edit the component details of the item.

Spell Check - Select to spell check your message text for any spelling

errors (this button is only present when relevant, e.g. for Messages).

References - Selecting displays a list of the scripts that this item is

used in. Selecting a script from the list shows a preview of that script.


The Editing Pane

The Editing Pane is where most editing will take place. In edit mode, the Editing

Pane will allow new entries, setting properties for items and edits to existing

items.

Editing

Pane


Keyfax Inter•View


Section 2 - Entities

Entities ........................................................................................ 19

Actions ...................................................................................... 19

Messages.................................................................................... 20


Properties...................................................................... 21

The Menu Bar ................................................................. 21

Preview Pane.................................................................. 23


Priorities ................................................................................. 25


Properties...................................................................... 26

The Menu Bar ................................................................. 26

Services .................................................................................. 28


Properties...................................................................... 29

The Menu Bar ................................................................. 31

Tasks ..................................................................................... 32

Task Selection:................................................................ 32

Properties...................................................................... 33

Task Templates ............................................................... 34

Bookmarks Used .............................................................. 36

Questions ................................................................................ 38

Selection....................................................................... 38

Question Type................................................................. 39

Address......................................................................... 39

Numeric ........................................................................ 39

List.............................................................................. 40


Text............................................................................. 41


Entities

To access Entities, select Entities from the Main Menu. The sub menu contains:

• Actions

� Messages

� Priorities

� Services

� Tasks

• Questions

• Databoxes

Actions

Select Actions from the sub-menu to access the four options.

� Messages

� Priorities

� Services

� Tasks


Messages Messages are displayed whilst using the scripts to give important information to the

operator. They can also feature links to related documents and websites.

Select Messages from the Actions sub menu in the Entities Menu to open a new tab.

The Navigation Pane displays the Message Selection, containing a list of the

messages already set up, organised into groups and listed alphabetically.

Message Selection:

Filter - type in characters from the keyboard to search for messages with

the specific text. You can search for text in the Description or the Code

columns. As you type into the Filter the list will update with messages

matching your Filter criteria.

The Editing Pane contains:

Selected message

Preview

Pane

Navigation

Pane

Menu

Bar


Selected message – the message code and description is displayed at the top of

the Editing Pane.

Properties

Group - Messages are arranged into groups so that they appear together in

the message selection list.

Either select a group from the drop down list when creating/editing a

message or type in the name of a new group. You can also move multiple

messages into a group in the Navigation Pane by either Shift clicking to

select a block of messages or by Ctrl clicking to select multiple messages

and then dragging them into the desired group in the message selection list.

Code – the code for the message. This code may be numbers or letters and

can be up to 15 characters in length. It is useful to make the code mean

something to you for use within the scripts.

Title - the title of the message displayed in the bar above the main body of

text when viewed by a Operator. Messages provided in the model use the

titles such as ‘Advise Caller’ and ‘Check’.

Style - a model set of styles are provided for messages. Choose the style for

each message by selecting it from the drop down list. If you would like any

amendments or additions to the styles you should contact your Keyfax

Account Manager.

Description – a short description of the content of the message, displayed in

the message selection list on the left and searchable using the filter.

Link text- you can add a button to messages linked to files or WebPages

within your network. The link text is the name that will be displayed on the

button.

Link URL - the location of the file the button on the message will open. For

files, enter the network path e.g. //servername/sharename/file1.doc. For

webpages enter the URL e.g. http://www.domainname.com/page1.htm.

Parameters – the parameters to be applied to a URL. Note that parameters

themselves can be parameterised.

The Menu Bar

The Menu Bar shows icons for editing the selected items.


Add - Select to add a new message to the system. Enter relevant information

in all the appropriate fields described below before clicking Save to finish creating

the message.

Edit - click on the Edit icon to enable changes to be made to the selected item -

the Edit icon will change from to . The icon on the right of the Menu bar

will also change from ‘Read Only’ to ‘Editing’.

Save - to save changes, select Save. .

Restore - to undo and restore the item to the last saved position, click on Restore

.

Delete - to delete the message, select Delete . The delete button will only

be enabled if you have logged in as an exclusive user. WARNING: Deleting a

message cannot be undone.

Text - Select to edit the text of the message.

References - Selecting opens a new tab which displays a list of the

scripts that this message is used in. Selecting a script from the list shows a preview

of that script.


Spell Check - Select to spell check your message text for any spelling

Preview Pane

The Preview Pane displays a preview of the message.

Use the Preview Pane to see how changing the Style from the drop down affects

the appearance of the message.

Width - move the slider to change the width of the message. You can see how this

will affect the appearance of the message in the Preview window.

Editing Messages

Click on Edit on the Menu Bar to enter edit mode. In Edit mode, the

Navigation Pane contains a Bookmark Selection – these are Databoxes that have

already been created (see Section 3 Databases) .You can drag bookmarks into the

Editing Pane to place them onto a message or add bookmarks to the message by

placing the cursor in the text area at the required position and click on the to

the right of the selected bookmark.


Use the Text Area to enter the text of the message and the Formatting Menu to

format the text of the message as required.

Formatting

Menu

Text Area

Navigation

Pane

Menu

Bar


Priorities

Priorities are timescales associated with actions. They determine how quickly the

action described by a Service Code should be carried out (Services are used within

scripts to denote when an order for a service or work needs to be given)

Select Priorities from the Action sub menu in the Entities Menu to open a new tab.

The Navigation Pane shows the Priorities Selection, containing a list of the

priorities already set up and listed alphabetically.

Priorities Selection:

Filter - type in characters from the keyboard to search for priorities with

the specific text.

You can search for text in the Description or the Code columns. As you type

into the Filter the list will update with priorities matching your Filter

criteria.

Navigation

Pane

Menu

Bar

Editing

Pane



Properties

Priority code - a unique code for the priority. This code may be any

combination of numbers or letters and can be up to 15 characters in length.

It is useful to make the code meaningful for when it is used within the

scripts.

Description - a short description of the content of the priority. This is

displayed in the message selection list in the Navigation Pane and will be

searchable using the filter.

Premium Factor – where a service or repair is rechargeable, this factor will

be the multiplier applied to the service cost held. This is expressed as a

decimal, where for example a 25% add-on is expressed as Premium Factor of

1.25.

Premium Fixed - where a service or repair is rechargeable, this factor will

be the amount added to the service cost held. This is expressed as a whole

number where for example a £25 add-on is expressed as Premium Fixed of

25.

Target Days - the number of (calendar) days within which the case must be

dealt with.

The Menu Bar


Add - Select to add a new priority to the system. Enter relevant information


the priority.







.

Delete - to delete the priority, select Delete . The delete button will only be

enabled if you have logged in as an exclusive user. WARNING: Deleting a priority

cannot be undone.

References - Selecting open a new tab which displays a list of the

scripts that this message is used in. Selecting a script from the list shows a preview

of that script.


Services

Services are used in the scripts to denote when an order for a service or work

needs to be given. For repairs and similar work, these are usually the Schedule of

Rates (SOR) with SOR codes. They contain the information on the work required

and how much it will cost. Various other pieces of information can be attached to

a service code.

Select Services from the Action sub menu in the Entities Menu to open a new tab.

The Navigation Pane displays the Services Selection, containing a list of the

priorities already set up and listed alphabetically.

Services Selection:

Filter - type in characters from the keyboard to search for services with the

specific text.


into the Filter the list will update with services matching your Filter

criteria.

The list of services can also be sorted (ascending or descending) by code or

description by clicking on the column header.



Properties

Group - Services can be arranged into groups so that they appear together

in the Service Selection on the Navigation Pane.

Either select a group from the drop down list when creating/editing a

service or by type in the name of a new group.

You can also move multiple services into a group in the Navigation Pane by

either Shift clicking to select a block of services or by Ctrl clicking to select

multiple services and then dragging them into the desired group in the

Service Selection list.

Service Code – the code associated with the service. This is a unique code;

it can be any combination of numbers or letters and up to 15 characters in

length. It is useful to make the code meaningful for when it is used within

the scripts

Short Description - a short description of the service/work that will be

carried

Navigation

Pane Editing

Pane

Menu

Bar


Long Description - a detailed description of the service/work that will be

carried out

Default Priority – the default priority assigned to the service. When this

service code is used within a script it will be assigned the default priority.

Within a script, if a priority is encountered after the service code this will

overwrite the default priority.

IR Certification - sets the IR Certification to true if checked.

Unit of Measure – sets the unit of measure for each service code. E.g. LM,

No., Job or SM

Unit Cost – the cost per unit or the total cost of the service code

SMV – the Standard Minute Value for the service

Contractor – the code of the contractor to be associated with the service.


The Menu Bar


Add - Select to add a new Service to the system. Enter relevant information


the service.






.

Delete - to delete the Service, select Delete . The delete button will only be

enabled if you have logged in as an exclusive user. WARNING: Deleting a service

cannot be undone.

References - Selecting opens a new tab and displays a list of the scripts

where this Service is used. Selecting a script from the list shows a preview of that

script.


Tasks

Tasks are used in the scripts to send letters, emails or notes.

Various pieces of information can be collected from the Host system or the

operator by Keyfax Inter•View to be used by a Task.

Select Tasks from the Action sub menu in the Entities Menu to open a new tab.

The Navigation Pane displays the Task Selection, containing a list of the tasks

already set up and listed alphabetically.

Task Selection:

Filter - type in characters from the keyboard to search for Tasks with the

specific text.


into the Filter the list will update with tasks matching your Filter criteria.

The list of tasks can also be sorted (ascending or descending) by code or

description by clicking on the column header.


The Editing Pane shows:

Properties

Group - tasks can be arranged into groups so that they appear together in

the Task Selection list.

Either select a group from the drop down list when creating/editing a task

or type in the name of a new group if you wish to create a new one or if no

groups exist.

You can also move multiple tasks into a group by either Shift clicking to

select a block of tasks or by Ctrl clicking to select multiple tasks and then

dragging them into the desired group in the task selection list.

Code – the unique code for the task. This code may be any combination of

numbers or letters and can be up to 15 characters in length. It is useful to

make the code meaningful for when it is used within the scripts.

Short description – a brief description of what the task will do.

Full description - a detailed description of what the task will do.

Navigation

Pane Editing

Pane

Menu

Bar


Default priority – the default priority assigned to the task. When this task

code is used within a script it will be assigned the default priority

Within a script, if a priority is encountered after the service code this will

overwrite the default priority.

Task Templates

Templates are used to create letters, emails or notes. The Task Templates shows

all the templates attached to the task.

To add a template, select<Add template>. The drop down list displays the

available templates.

On making a choice, the Task Template editor will be displayed where you can

adjust the template to suit.

To edit an existing task item click on the Edit button to open the editing

screen.

Navigation

Pane

Text

Area

Formatting

Menu


The Editing Pane displays the task to be edited and contains a Formatting Menu

and a Text Area. Here you can design the layout of the task or item, insert images

and format the text. You can also drag any Bookmarks from the Bookmark

Selection list into the task.

In Edit mode, the Navigation Pane contains a Bookmark Selection – these are

Databoxes that have already been created (see Section 3 - Databoxes) .To add a

bookmark to a task, either select the bookmark in the Navigation Pane and drag it

into the Text Area to place it onto a message or place the cursor in the text area

at the required position and click to the right of the selected bookmark. To

remove a bookmark from the Text Area, position the cursor after the bookmark

and type a Backspace or select the bookmark, right click and select ‘Cut’.

Add item - add an item to a template by selecting <Add item>. The drop down list

contains the options of a Continuation (open a new editor and blank page) or an

Enclosure if linked to a letter, or an Attachment if linked to an email.

For enclosures or attachments, a new tab is displayed:

Description – enter a description of the attachment or enclosure

File – for attachments enter the file path or select the browse button .

Note that the path/filename must be available to the hosting webserver

when the script is executed. Typically, you should arrange for all

attachments/enclosures to reside in a shared folder on a file server.


Bookmarks Used

This lists any bookmarks used by the templates attached to this task.

The Menu Bar


Add - Select to add a new Task to the system. Enter relevant information in

all the appropriate fields described below before clicking Save to finish creating

the task.







.

Delete - to delete the task, select Delete . The delete button will only be

enabled if you have logged in as an exclusive user.

WARNING: Deleting a task cannot be undone.

References - Selecting opens a new tab and displays a list of the scripts

where this task is used. Selecting a script from the list shows a preview of that

script.


Questions

Questions are used in the scripts to obtain information about an enquiry. They

form the main steps in a script for processing the enquiry and determining the

appropriate responses.

Select Questions from the Entities Menu to open a new tab.

The Navigation Pane shows the Question Selection, containing a list of the

questions already set up and listed alphabetically.

Selection

Level – display a drop down list of System and Master –

System – lists all questions set up at the System level. These are available

to all scripts and are useful for functionality that is shared by all scripts.

Master – lists all questions set up at the Master level. These are available

only within the category they are assigned to, when used in Script Sets.

Filter - type in characters from the keyboard to search for questions with

the specific text.

Navigation

Pane

Editing

Pane


As you type into the Filter the list will update with questions matching the

Filter criteria selected. To open a category to view the questions, click on

. Click the button to remove the filter and re-display all entries.

The Editing Pane displays:

Question Type

Select one of the question types to create a new question. The options are:

• Address

• Numeric

• List

• Text

Address

This question type allows the input of an address into the system.

Name - a descriptive name to identify the question within the system.

Display - the question text to be displayed to the Operator.

Fields - the fields to be used and displayed with the question. Select an

item by checking the check box. Select if the field is to be mandatory or

not by clicking through the box.

Numeric

This question type allows the input of a numeric value into the system.


Name – a descriptive name to identify the question within the system

Display - the question text to be displayed to the Operator

Asset Data – this will display a new window prompting for selection of a

data source to be used as the default answer for this question.

Min - the minimum value the field will accept

Max - the maximum value the field will accept

Mandatory - check this to make input into the field mandatory

Decimal places - set how many decimal places to be recorded for the value.

List

This question type allows a list of options to be displayed for the Operator to

select.

List Properties

Name – a descriptive name to identify the question within the system.



Asset Data – this will display a new window prompting for selection of a data

source to be used as the default answer for this question.

Multi-select

Allow freeform text - check this to allow freeform text to be entered into

the system.

Record freeform text - check this to record the text entered by the

operator.

Options

Display Prompt – the text of the option to be displayed to the Operator

Return Value – text to be used to replace the display prompt. If ‘Rec’

(below) is selected, this value will be concatenated to any previously

collected responses.

Rec – check the box if the selected response is to be added to the enquiry

description.

To re-order options, select the options and use the or buttons. To add a

new option, click .

Text

This question type allows the Operator to type in text in answer to the question.

Name – a descriptive name to identify the question within the system.


Asset Data – this will display a new window prompting for selection of a

data source to be used as the default answer for this question.

Multi-line - check this box to allow multiple lines of text to be entered.

Mandatory - check this box to make input into this field mandatory.


Keyfax Inter•View


Section 4 - Scripts

Scripts ...................................................................................... 45

Master Scripts.............................................................................. 47

Categories ............................................................................... 48


Category Images .............................................................. 49

Topics .................................................................................... 52


System Scripts ............................................................................. 55

Script Sets .................................................................................. 57

Sets ....................................................................................... 57


Category Images ........................................................................ 61

Topic Hotspots ................................................................ 61


Topics .................................................................................... 64


Script Editing .............................................................................. 67

Scripting Grid ........................................................................... 68

Script Editing............................................................................ 68


Sections ........................................................................ 70

Questions ...................................................................... 71

Messages ....................................................................... 73

Services ........................................................................ 74

Priorities ....................................................................... 75

Tasks ........................................................................... 76


Databox – Read ............................................................... 77

Databox – Write............................................................... 78



Script Set Links ............................................................... 81


Scripts

Keyfax Inter•View provides an intelligent scripting system, enabling staff to handle

call enquiries and service requests consistently and to respond to the individual

and context.

A script comprises:

• a Topic – the subject that the enquiry or service request relates to (e.g.

noisy neighbours, shared ownership, broken window, blocked waste)

• the Script Steps – the questions or prompts that identify the nature of the

enquiry or problem

• the Actions - provide messages, collate and manipulate responses,

generate tasks and service orders.

Script Steps are linked to create a logical flow. When designing a script, it is

important that the logic is defined first.

Use a flow chart to sketch out the steps for your script and to map out the decision

tree – use Visio or Chartist or a similar program, or even paper and pencil!

With Inter•View you create Script Sets, comprising of a collection of individual

scripts which are in turn grouped into Categories.

Each Script Set would be designed to reflect a particular service or client group.

You can therefore create multiple scripts. To assist with managing multiple

scripts, you can create:


System Scripts – containing individual scripts that are run at defined points or are

available to link to individual scripts

Master scripts - holding individual script items that can then be inherited by a

Script Set

Script Sets – containing the scripts that will be used by operators, containing

scripts items unique to the Set as well as links to both System Scripts and Master

Scripts

A word about Master Scripts – all Categories and their associated properties are

created and held at Master level. Any Categories used at Script Set level are

‘inherited’ from ‘Master’ Categories that must already be set up at Master level.

To access the scripts, select Scripts from the main menu

Main Menu


Master Scripts Select Master Scripts from the Scripts menu item.

The Navigation Pane shows the Script Categories. These can be opened up to

show the list of Topics


Navigation

Pane

Menu

Bar

Editing

Pane


Click on the Edit icon to enable changes to be made to the selected item - the Edit

icon will change from to . The icon on the right of the Menu bar will also

change from ‘Read Only’ to ‘Editing’.

To add a new item, select Add.

To undo and restore the item to the last save position, click on ‘Restore’.

To delete an item, in Edit mode, click on ‘Delete’.

Categories

Select a Category and the Categories Properties are displayed in the Editing Pane.

To add a new Category, either select the <New Category> at the bottom of the

category list in the Navigation pane or click on ‘Add’ on the Menu Bar. This

automatically takes you into Edit mode.

You must create Categories at the Master script level before they are available at

Script Set level.

To edit an existing category, select the category and click on ‘Edit’ on the Menu

Bar.



Bread-crumb – this displays the currently selected category.

Category Properties

Name – the displayed name of the Category

Selectable (visible) – if this button is checked, the category is visible to

Operators

.. Continuation (not visible) – if this is checked, the category is not visible

to Operators and would be used as a continuation script, linked to a visible

script.

Category Images

Topic Hotspots

Images with ‘hotspot’ areas can be added and will be displayed to Operators as

they select a category. Hotspots can be linked to Topics within the selected

Category. By selecting a hotspot, Operators are selecting the associated Topic.

Click on ‘Topic Hotspots’ to open the Hotspot Editor.

Breadcrumb


Again, to make any edits, click Edit on the Menu Bar.

The Hotspot Editor shows:

Breadcrumb – this displays the current selected Category and confirms that this is

held at Master level

Master level Properties

Image – identifies the image file being used – default images are ‘png’

format. ‘Gif’, ‘bmp’ and ‘jpg’ format can also be used.

Display Text – the name displayed to Operators

Topic (click to add hotspot) – displays the topics within the selected

category. Where a hotspot has not been created, is shown on the right

of the topic. To create a hotspot for the topic, click . A new hotspot area

will be created on the image (any overlapping areas will be highlighted in

red) which can be moved and resized as required.

Related Images

Inter•View also provides a facility for Operators to view additional images

appropriate to the selected Category.

Click on ‘Related Images’ to open the Related Images Selection.


To edit the list of related images, click on Edit on the Menu bar.

Image –identifies the file name for the selected image. To view or select

another image click on the browse icon .

Name – the name for the image displayed to Operators.


Topics

In the Navigation Pane, double-click on a category or select to open the list of

topics.

Select a Topic and the Topic Properties are displayed in the Editing Pane.

To add a new topic, either select the <New Topic> at the bottom of the topic list

for each category in the Navigation pane or click on ‘Add’ on the Menu Bar. This

automatically takes you into Edit mode.

Topics are added to categories at the Master Script level.

To edit an existing topic, select the category and click on ‘Edit’ on the Menu Bar.


Bread-crumb – this displays the currently selected topic with its associated

category.

Topic Properties

Name – the displayed name of the Topic

Key Words – keywords used by the keyword search for Operators when

looking for a topic – use all words that might assist with the selection.

Related Image – this is the image displayed to Operators in the viewing pane

when they select the ‘Related Images’ tab for the topic. The drop-down list

Bread-crumb


displays all images available for the Category. Any image selected will be

shown as a thumbnail.

Selectable (visible) – if this button is checked, the topic is visible to

Operators

.. Continuation (not visible) – if this is checked, the topic is not visible to

Operators and would be used as a continuation script, linked to a visible

script. Topics that have been set as Continuation (not visible) are displayed

in the navigation pane with the leading ‘..’


System Scripts

System Scripts are scripts designed to be run at selected times or to provide scripts

that can be used by other script types – by Master Scripts or Script Sets.

Select System Scripts from the Main Menu.

The Navigation Pane shows two Categories of scripts – Reserved and Custom.

Reserved - scripts designed to provide pre-set functions and have the following

options:

Cancel - a script that runs when Keyfax is cancelled

Priority Justifications – a script that runs when a priority is over-ridden by

an Operator in the Results (final) screen

Results – a script that runs immediately before the Results (the final) screen

i.e. once other scripts have completed


Special Instructions - a script that identifies any special instruction and

triggered by Operators from the Special Instructions button on the Results

(final) screen

Startup - a script that runs when Keyfax is started to handle an enquiry or

service request

Custom – scripts that are created as required and which other scripts can link to.

For example, scripts to check ‘How did it happen?’ – a standard question often

used against service requests; a script to check on ‘Tenant responsibility’ for a

service request

To create a new custom script, select <New Custom Script> at the foot of the list.

To edit a script, click on ‘Edit’ on the Menu Bar.


Script Sets Script Sets contains the elements of the scripts that Operators may access.

Select Scripts Sets from the Main Menu.

The Navigation Pane Set contains the Script Selection.

Sets

Level – either Set or Set Alias. Select Set to view all script sets designed to

function with their own scripts. Select Script Alias to view script sets that utilise

scripts from another script set.

The example above shows the script set ‘Housing Services (Tenants)’ and its

associated Categories.

In the example below, the script set ‘test’ is an alias and using the scripts from the

Script Set ‘Housing Services (Tenants). It therefore is displayed as subordinate to

the script set ‘Housing Services (Tenants).


Aliases are used where host systems hold a variety of codes designating different

services and/or client group (called ‘Tenancy Type’ in Keyfax Inter•View). The

host passes across this code in the import (XML) data file for each new call/enquiry

being handled by an Operator. Hosts may therefore use a multitude of codes but

these can be set to link to a particular script set as required. For example, a

particular code may represent ‘Tenants’ whereas another might represent

‘Leaseholders’.

Select a script set in the navigation pane to view the set properties.


Bread-crumb – this displays the currently selected script set.

Script Set Properties

Code – the code for the script set that should be set to the code passed

from the host system (in the Startup data file)

Name – a descriptive name used for display purposes

Policy Help page – the URL to the Policy pages for the script set

Alias for Set – the script set that this set utilises.

Breadcrumb


Setting up Categories

Master Category Assignment

This section provides the facility for selecting the Categories to be used for the

script set.

Unassigned Categories – shows the full list of categories available for

assignment. These are categories that have been set up in the Master

Scripts.

Assigned categories – shows those categories already assigned to be used

for this script set.

You must create Categories at the Master script level before they are available at

Script Set level.

To assign categories, select it in the Unassigned Categories list and click the button. To remove an assigned category, select it in the Assigned category list and

click the button

Select a category in the Navigation Pane. Double click or click to expand the

category to show the associated topics.


The Editing Pane now shows:

Bread-crumb – this displays the currently selected category.

Category Properties

Name – a descriptive name used for display purposes


Operators





Test – if this is checked, scripts are visible when run using the Script Test

(Test on the Main Menu) but not to Operators.

To edit any of these settings for the category, select Edit from the Menu Bar.

Amendments made at this script set level will apply only to the script set. In this

way, script sets can inherit elements from Master Scripts but display them in a

unique way

Topic Assignment

Breadcrumb


This section provides the facility for selecting the Categories to be used for the

script set.

Unassigned Topics – shows the full list of topics for the category available

for assignment. These are topics that have been set up in the Master

Scripts.

Assigned Topics – shows those topics already assigned to be used for this

category in this script set. Script sets can therefore use a unique selection

of topics available.

You must create Topics within Categories at the Master script level before they are

available at Script Set level.

To assign Topics, select it in the Unassigned Topics list and click on the button.

To remove an assigned Topic, select it in the Assigned Topics list and click the

button.

Category Images

Topic Hotspots

Images with ‘hotspot’ areas are displayed to Operators as they select a category.

Hotspots are linked to Topics within the selected Category. By selecting a hotspot,

Operators are selecting the associated Topic.

Click on ‘Topic Hotspots’ to open the Hotspot Editor. This will display the image

and hotspots with associated topics that has been created at the master Script

level. By default, this will be the image displayed to Operators, so if changes have

been made to Topics at the Script Set Category level, these will need also to be

reflected in the image, hotspots and topics at the Script set level.

To edit the Hotspot click on ‘Edit’ in the Menu Bar. A message will appear:

Changes made at the Script Set level will therefore be unique to the script set.

To continue, select ‘Yes’ and the following screen will be displayed:


This shows:

Breadcrumb – this displays the script set and category

Set Level Properties

Image – identifies the image file being used – default images are ‘png’

format. ‘Gif’, ‘bmp’ and ‘jpg’ format can also be used. Use the browse

button to select an image.

Display Text – enter the name for the image to be displayed to Operators

Topic (click + to add hotspot) – displays the topics within the selected

category. Where a hotspot has not been created, is shown on the right

of the topic. To create a hotspot for the topic, click . A new hotspot

area will be created on the image (any overlapping areas will be highlighted

in red) which can be moved and resized as required by dragging or selecting

and moving a side handle.

Breadcrumb


Related Image Assignment

Inter•View also provides a facility for Operators to view additional images

appropriate to the selected Category. Images available within each Category are

set up at Master Script level.

Click on ‘Related Images Assignment’ to view assigned images.

Hotspot area

with handles

shown

Breadcrumb


Breadcrumb – this displays the script set and category

Unassigned Images – shows the full list of images for the category available

for assignment. These are images that have been set up in the Master

Scripts.

Assigned Images – shows those images already assigned to be used for this

category in this script set. Script sets can therefore use a unique selection

of images available.

You must set up Related Image Categories at the Master script level before they

are available at Script Set level.

To assign images, select it in the Unassigned Images list and click the button.

To remove an assigned image, select it in the Assigned Images list and click the

button.

Topics

In the Navigation Pane, select a topic to display the Topic Properties in the Editing

Pane. By default, the topic details will be those inherited from the Master Scripts.

These can be amended at the Script Set level to present a unique set of topics for

the script set.

Click Edit on the Menu Bar to amend details for the script set.


Bread-crumb – this displays the currently selected topic with its associated script

set and category.

Topic Properties:

Name – the displayed name of the Topic

Key Words – keywords used by the keyword search for Operators when

looking for a topic – use all words that might assist with the selection.

Related Image – this is the image displayed to Operators in the viewing pane

when they select the ‘Related Images’ tab for the topic. The drop-down list

displays all images available for the Category. Any image selected will be

shown display area. If an associated thumbnail image has also been

created, this will be displayed in the display area to the right.


Operators

Breadcrumb






Test – if this is checked, scripts are visible when run using the Script Test

(Test on the Main Menu) but not to Operators.


Script Editing

Open Scripts (System, Master or Script Sets) to view topics within categories (see

above for setting up Categories and Topics).

The menu bar now displays the following:

Select the topic to be scripted and select Script on the Menu Bar. The

Scripting Grid will now be displayed in the Editing Pane.

To return to the Topic properties, click on Properties on the Menu Bar.

References - Selecting displays a list of the scripts where this topic

is used.

Scripting Grid


Scripting Grid

The Scripting Grid contains:

Script Step – the questions and options displayed in a hierarchical tree structure

Rec – if checked, selected response is recorded and added to the enquiry

description which may ultimately be exported to the host (calling) system.

Act – indicates the type of action, i.e.:

DBW – denotes a Databox Write

DBR – denotes a Databox Read

LNK – denotes a link to another scripts

MSG – denotes a message

PRI - denotes a Priority

SVC – denotes a service code

TSK – denotes a task

Action – displays the selected action

Next Step- indicates next step to be taken –

[Next Step] - this is not displayed

End – script finishes (will then return to any calling script)

Cancel – script process cancelled

Section n – go to designated section of script.

Script Editing

Select Edit on the Menu Bar. The Edit Icon then changes to a lock

indication that editing is in operation and other editing is not permitted.

The Navigation Pane now contains all the script items available for script editing


Script Items:

Item Type – the drop down lists all the available elements

The available ‘Script Links’ are dependent on the script type. Scripts within a

Script Set can link to scripts within the same set to Master and to Systems scripts;

System Script can link only to System scripts. Master Scripts can link to Master

Scripts and Systems Scripts but not to Script Sets.


Filter – type in characters from the keyboard to search for particular

references. As characters are entered, a ‘Clear’ button is displayed which

will clear the search.

Note – the contents for each of the Item Types (the questions, messages, etc) must

be created in advance of their use– See Section 2 Entities and Section 3

Databoxes.

Navigating the script editor

Any of the Item types can be added to the script by using drag and drop. Select an

item (question, message or whatever) from the list the items shown in the

Navigation Pane. Right click on the item with the mouse, hold the right mouse

button down and move the cursor into the Editing Pane.

Initially the cursor will change to indicating that the question cannot be

inserted at the point where the cursor is located. As you move the mouse into the

Editing Pane a symbol will appear to the left hand of the Script Step column.

The cursor will also change to as it moves over an area where the item can be

placed. Releasing the right mouse button will place the item into a position below

the step that the cursor is located over, to make it the next step in the sequence.

To place the item above an existing step, hold down the Shift key whilst dragging

and dropping and the symbol by the Script Step will change to .

To delete any item, highlight it with the mouse and click on in the Menu

Bar.

Script steps are displayed in a hierarchical tree structure. The tree can be closed

down by clicking on the and opened up by clicking on the .

At stages in the editing, to save any changes, Click

Sections

At key steps in a script, you may want major branches in the script logic as well as

script elements that apply to more than one branch. To reproduce this logic, you

can create Sections within a script. When in script edit mode, click on Add

and a new section is added to then end of the Grid.


Sections are automatically named Section1, Section2, etc as they are added. It is

recommended that these are renamed to create more meaningful phrases as

required.

Questions

Select Questions from the Item Type. The Navigation pane now displays a list of

available questions, showing the Description and Type

Click on the Type column header to change the sort order in which the questions

are displayed.

Question types are:

ADDR – Address

NUM - Numeric

LST - List

TXT – Text


For List type questions, the options are displayed by clicking to the left of the

question.

Questions can be dragged/dropped into the Script Step column.


Messages

Select Messages from the Item Type. The Navigation pane now displays a list of

available messages, showing the Code and the Description.

Click on the Code or Description column header to change the sort order in which

the messages are displayed.

Messages are dragged/dropped into the Action column, either against an existing

step which has no other actions or, where that step has an existing action, it will

be added with the word ‘Action’ placed in the Script Step column.

Messages are displayed in the Action column showing the code and the description.


Services

Select Services from the Item Type. The Navigation pane now displays a list of

available service codes, showing the Code and the Description.


the services are displayed.

Services are placed in the Action column, either against an existing step which has

no other actions or, where that step has an existing action, it will be added with

the word ‘Action’ placed in the Script Step column.

Services are displayed in the Action column showing the code, the default priority

(bracketed) associated with that service and the description.


Priorities

Select Priorities from the Item Type. The Navigation pane now displays a list of

available priorities, showing the Code and the Description.


the services are displayed.

Priorities are placed in the Action column, either against an existing step which

has no other actions or, where that step has an existing action, it will be added

with the word ‘Action’ placed in the Script Step column.

Priorities are displayed in the Action column showing the code and the description.

Service codes and Tasks are set up with default priorities. Inserting a Priority

over-rides the default.


Tasks

Select Tasks from the Item Type. The Navigation pane now displays a list of

available Tasks, showing the Code and the Description.


the tasks are displayed.

Tasks are placed in the Action column, either against an existing step which has no

other actions or, where that step has an existing action, it will be added with the

word ‘Action’ placed in the Script Step column.

Tasks are displayed in the Action column showing the code, the default priority

associated with that service and the description.


Databox – Read

Select Databox - Read from the Item Type. The Navigation pane now displays a list

of available Databoxes with read facility. Open any category to view the individual

Databox items.

Databoxes are placed in the Action column, either against an existing step which




Databox – Write

Select Databox - Write from the Item Type. The Navigation pane now displays a

list of available Databoxes with write facility. Open any category to view the

individual Databox items

Databoxes are placed in the Action column, either against an existing step which




Master Script Links

Select Master Script Links from the Item Type. The Navigation pane now displays

the Master Scripts. Open any category to view the individual Topics – those

highlighted in red have no script set up.

Scripts can be linked – in the example below, the script for ‘Basins’ contains ‘Call’

links to other scripts.

Note – unlike Script Set links, Master Script Links can only ever be ‘called’, i.e. the

alternative method of ‘restart’ is not available (see Script Set Links below).

In this way, scripts involving a number of branches or can be broken up into ‘sub

scripts’ to make editing and maintenance easier.

Master Script Links are placed in the Action column, either against an existing step

which has no other actions or, where that step has an existing action, it will be

added with the word ‘Action’ placed in the Script Step column.

Script Links are displayed in the Action column showing ‘call’, the level (Master)

and the script topic.


System Script Links

Select System Script Links from the Item Type. The Navigation pane now displays

System Scripts in the Custom category.

Scripts can be linked – in the example below, the script for ‘Basin – seal leaking’

contains Call link to System Script for handling changes to Priorities by Operators.

Using this method, repetitive scripts can be referenced from originating scripts to

make editing and maintenance easier.

Note – unlike Script Set links, System Script Links can only ever be ‘called’, i.e. the

alternative method of ‘restart’ is not available (see Script Set Links below).

System Script Links are placed in the Action column, either against an existing step



Script Links are displayed in the Action column showing ‘call’, the level (System)

and the script topic.


Script Set Links

Script Set Links are only available for linking scripts within the same set.

Select Script Set Links from the Item Type. The Navigation pane now displays

Script Set. Open any category to view the individual Topics.

Select either of the radio buttons:

Call - the linked script is called from an originating script and focus then returned to the next step in the originating script once the called script has ended.

Restart – the focus is transferred to the called script and any script data collected from the originating script is deleted.

Scripts can be linked – in the example below, the script for ‘Gutter – leaking’

contains a Call link to the Script ‘Gutter- blocked’. Using this method, repetitive

scripts can be avoided by reference to another script to make editing and

maintenance easier.

Script Set Links are placed in the Action column, either against an existing step



Script Set Links are displayed in the Action column showing either Call or Restart,

the category and the script topic.


Keyfax Inter•View


Section 5 - Advanced

Advanced...................................................................................... 84

Base Task Templates................................................................... 84

Test ............................................................................................ 92

Text Editor.................................................................................... 96


Advanced

To access the Advanced menu, select Advanced from the Main Menu

The sub-menu contains two items:

• Base Task Templates

• Large Icons

Base Task Templates

Inter•View includes the facility to create Tasks – call logs, mail merge letters and

emails.

Select Base Task Templates from the sub-menu

Main Menu


The Navigation Pane shows the Template Selection with various pre-defined

categories:

• Email – email templates used for tasks, generating emails from scripts

• Letter – letter templates used for tasks, generating letters from scripts

• Note – note templates for generating notes to pass to Contact•View

• MISAction* - note templates for generating notes to pass to MIS

• MISEmail* - templates used for tasks, generating emails in MIS

• MISLetter* - letter templates used for tasks, generating letters in MIS

*MIS captions are only visible if MIS-AMS CRM integration is enabled.

Individual templates that are created are displayed within the categories. To open

a category click . To close down a category click . If the category contains no

templates, will not be visible.

Add Template

To add a new template, highlight the appropriate category. In the Editing Pane,

the Base Template Type contains a selection of template types:

• Email

• Letter

• Note

Select the appropriate template type.

The Navigation pane now contains the Bookmark Selection, comprising the

Databoxes available (See Section 3 Entities - Databoxes), listed within their

categories. To open a category click . To close down a category click .

To add bookmarks (Databoxes) to a template, place the cursor on the template at

the required position and click to the right of the bookmark.


Email

To create a new Email template, select Email from the Base Template Type.

The Editing Pane now contains the Email Details for the template. Click and

set out the template as required. When complete, click . To undo changes to

the last save, click .


Description – a description detailing the template

Subject – text for the subject of the email

To – recipient for the email

From – sender of the email

CC – recipient for copy of the email

BCC – recipient for a blind copy of the email.

The Editing Pane also contains the Text Area for adding and editing the template

text and layout. Use the Formatting Menu to format the text and layout of the

document as required.

Add bookmarks (Databoxes) to the template by placing the cursor on the text area

at the required position and click to the right of the selected bookmark.

To edit an existing email template, click the template in the Navigation Pane to

display the template in the Editing Pane. Click and make any amendments

required. When complete, click . To undo changes to the last save,

click .

Formatting

Menu

Text Area


Letter

To create a new letter template, select Letter from the Base Template Type.

The Editing Pane now contains the Letter Details for the template. Click and

set out the template as required. When complete, click . To undo changes to

the last save, click .


Description - – a description detailing the template

Letterhead – a description of any pre-printed letterhead paper to be used in

conjunction with the template.


text and layout. Use the Formatting Menu to create the style of document

required.



To edit an existing letter template, click the template in the Navigation Pane to


required. When complete, click . To undo changes to the last save, click

.

Formatting

Menu

Text

Area


Note

Notes are specific to integration with Contact•View or similar CRM where notes

can be added to the callers records.

To create a new note template, select Note from the Base Template Type.

The Editing Pane now contains the Note Details for the template. Click and set

out the template as required. When complete, click . To undo changes to the

last save, click .


Description - – a description detailing the template

Letterhead – not used.


text and layout. Use the Formatting Menu to create the style of document

required.



To edit an existing note template, click the template in the Navigation Pane to


required. When complete, click . To undo changes to the last save, click

.

Formatting Menu

Text Area


Test

To access the Test facility, select Test from the Main Menu

This provides access to a screen for launching scripts and testing their operation

prior to release to Operators. Some scripts will have been set up to operate only a

‘test’ scripts and are only accessible via this facility.

The Script Test has some different features depending on whether it is run from

Diagnostic Scripts or Enquiry Scripts.

The Script Test contains data that echoes that passed to Keyfax from a host system

in the startup (XML) data file. For Repairs this comprises:

User – logon username

Tenant name/address

Property or Tenant ID – reference held in host system

Asset ID – reference held in host system, not always provided and may be same as property /tenant ID

Tenancy Type – code denoting service or client group and links to Script Set code

Repairs No - the Script Test allows for a Repairs Number to be passed

Test Changes – if checked, the script set being run will include any scripts set as ‘Test’.


For Enquiry scripts, the following are also passed:

LAID – local area (local authority) code

Scheme ID – reference code for scheme, estate, road


The Script Test allows these elements to be changed to test the effect of such

changes as well as, most importantly, to allow testing of scripts functioning.

To launch the scripts, select the appropriate settings and click Submit.

Scripts will then appear and can be run to replicate the Operators actions. On

completion of a script, the scripts will generate an export (XML) data file. The

details of this file are displayed back in the Script Test tab.

Click on the XML Source tab to view the full XML data file.


Text Editor

Source - Toggles display between wysiwyg and html

mark-up

Cut, Copy and Paste - standard text editing functions

Paste Text - pastes mark-up as plain text

Paste from Word - attempts to clean up text copied

from Word

Undo / Redo - undo or redo last text edit

Find - find and select text

Replace - find and replace text

Select All - selects all text in the editor

Remove Format - removes all formatting from text

Bold, Italic, Underline, StrikeThrough, Subscript,

Superscript - used for formatting selected text

StrikeThrough, Subscript, Superscript

Numbered, Bulleted list - used for formatting selected

text

Outdent, Indent - used for formatting selected text

Justify Left, Justify Centre, Justify Right, Justify Full -

used for formatting selected text


Image, Flash, Table, Rule, SpecialChar, PageBreak -

used to insert images, tables, horizontal lines, special

characters and page breaks respectively

Style - sets appearance for selected text

Format - sets appearance for selected text

Font - sets appearance for selected text

Size - sets appearance for selected text

TextColor, BGColor - sets text and background colour

on selected text

ShowBlocks - shows border round markup block items

e.g. div elements

Bookmark - Inserts bookmark (if any currently selected

in Inter•View) into text at current character position


Keyfax Inter•View


Section 6 - Reports

Reports ........................................................................................ 99

Report Viewer ............................................................................ 100


Parameters ............................................................................. 100

Viewing Reports ....................................................................... 102

Report Builder ............................................................................ 104



Report Manager........................................................................... 123


Reports

To access reports, select Reports from the Main Menu. The sub menu contains:

• Report Builder

• Report Manager

• Report Viewer

Inter•View Administration Tools include a number of standard reports. More

advanced Report Administrators also have the option to create their own reports

using a Report Building Tool. Additionally, Report Administrators have the ability

to manage the standard reports as well as ones which they have created, i.e.

setting permissions, scheduling certain reports etc., using the Report Manager.


Report Viewer

To open the Report Viewer, select Actions from the sub-menu

Report Selection

The Navigation Pane shows the Report Selection which contains a list of reports

available. Select the report to be run and it will appear in the Viewing Pane.

Parameters

Where a report requires parameters to be set, these will be displayed in the

Report Menu and need to be completed to generate a report.

Example:

In this example, select the ‘from’ date and the ‘to’ date. The latter will normally

contain the current date by default.

Report

Menu

Viewing

Pane

Navigation

Pane


Database - there will always be the option to select the database that the report is

to run against. The drop-down will display available databases.

View Report – to view the report, after entering all required parameters, click

Menu items

Show or Hide Parameter Area – click the icon to toggle the parameter area

on and off

Refresh Report – click on the icon to re-load data into the report.

Zoom control – click on the Zoom drop down and select a viewing

level.

The viewing size of the report can be enlarged or reduced by selecting from the

drop down list in the zoom control. This does not affect the size when printing or

saving the report to file.

Save – select the icon to save the report in a required format


Viewing Reports

The report results are displayed in the Viewing Pane.

Expanding and Collapsing Report Contents

For a number of reports, data can be viewed at a variety of level. Lower level

data is accessed where a is displayed.

In the example below, the report shows the ‘Enquiries Summary By Category and

Topic’. Initially the totals are displayed per year. To open the view to see the

categories click on .

Here, 2009 has been expanded to show total orders raised by category. In

addition, the ‘Basins’ category has been expanded to show total orders raised per

fault.

Changing Sorting order

Some reports are designed so that data can be sorted by different elements.

Where this is available an icon will appear in the column header. By clicking

on the heading, the report will re-sort itself by that column, alternating between

alphabetical and reverse-alphabetical each time the header is clicked. The column

header used for sorting will then contain or .


The example above shows a sort on Category.


Report Builder

The Report Builder allows reports to be created using a without having to

understand the underlying database query syntax or schema. The Keyfax Report

Builder has a set of Data Sources, which represent a user-friendly data model on

top of the database. Reports are created by selecting a relevant Data Source and

then selecting the individual data elements from that source as required in the

report.

Each of the available Data Sources is described below and some examples are given

to show how to build a report.

Report Data Sources

There are currently three Report Data Sources – one for Repairs Diagnostics and

two for Enquiries. These are detailed below.

Some of the Data Sets are made up of more than one related entity. It is

important to understand this relationship when building the reports in order for

the reports to make sense.

Repairs History

This Data Source is only available for applications with ‘Inter•View Repairs

Diagnostics’. It is used when reporting on the History of Repair Orders.

Relationship between Entities

Each Repair order (Repairs History) can have one or more Service code associated with it (Order Details). It will normally be one.

Each Repair order (Repairs History) can also have 0 or more reasons for over-rides associated with it. An over-ride is where, for example, a priority is changed on the order, or where ‘Tenant Responsibility’ gets over-ridden.

Repairs History

Reason for Over-rides

Order Details


Entity Field Description

Repairs History

#Total Orders This is used in Summary Reports to give the total number of orders raised.

Order Identifier This is the unique identifier for an order. It would not normally be used in a report.

Property Identifier

This is the unique identifier for the property for which the order is against.

Tenant Identifier

This is the unique identifier for the tenant for which the order is against.

Fault Category The name of the Category within which the fault was raised – e.g. ‘Bathroom’.

Fault Item The name of the Topic within the Category – e.g. ‘Bath’.

Fault Description

A description of the Fault

Logged By Log-in name of person who raised the Repair

Access Arrangements

Any special Access Arrangements, as itemised on the ‘Repairs Results’ screen.

Special Instructions

Any special instructions, as itemised on the ‘Repairs Results’ screen.

Additional Information

Any Additional Information, as itemised on the ‘Repairs Results’ screen.

# Total Cost Total cost of the order.

Rechargable Indicates whether or not the repair should be rechargeable.

Date Logged Date and time that the fault was logged.

# Day Logged Day that the fault was logged. (Numeric – 1 to 7.)

# Month Logged Month that the fault was logged. (Numeric – 1 to 12.)

# Year Logged Year that the fault was logged. (YYYY)

# Quarter Logged

Quarter that the fault was logged. (Numeric – 1 to 4.)

First Date Logged

Gives the earliest date on which a fault was logged.

Last Date Gives the last date on which a fault was logged.


Logged

Monthname Logged

Month that the fault was logged – e.g. ‘January’, ’February’ etc.

Tenant Details Name and address of the tenant for which the order is against.

Script Set Code Script set code from which the fault was diagnosed.

Script Set Name Script set name from which the fault was diagnosed.

Order Details Total This is used in Summary Reports to give the total number of repairs raised. (An order can have more than one repair against it.)

Service Code Service code or SOR. An order can have more than one Service Code or Repair Code against it.

Works Description

Description of the repair.

Priority Repair priority

#Quantity Unit Quantity

Complete Date Date on which the Repair gets completed. This is only applicable where InterView Contact Centre is used.

# Complete Day Day on which the Repair gets completed. (Numeric – 1 to 7.) This is only applicable where InterView Contact Centre is used.

# Complete Month

Month in which the Repair gets completed. (Numeric – 1 to 12.) This is only applicable where InterView Contact Centre is used.

# Complete Year

Year in which the Repair gets completed. This is only applicable where InterView Contact Centre is used.

# Complete Quarter

Quarter in which the Repair gets completed. This is only applicable where InterView Contact Centre is used.

First Complete Date

Gives the earliest date on which a Repair was completed. This is only applicable where InterView Contact Centre is used.

Last Complete Date

Gives the last date on which a Repair was completed. This is only applicable where InterView Contact Centre is used.

# Target Days This is only applicable where InterView Contact Centre is used.

Reason for Total This is used in Summary Reports to give the total number


Over-rides of over-rides given. (An order can have more than one over-ride against it.)

Reason States the reason for the over-ride – e.g. ‘Disabled Tenant’.

Reason Code Reason code.

Change Type E.g. ‘Log Repair as re-charge’, ‘Priority Level Changed’.

Enquiries History

This Data Source is only available for applications with ‘Inter•View Enquiries’. It is

used when reporting on the History of Enquiries.


Each Enquiry can have one or more Actions associated with it.


Enquiry #Total Enquiries

This is used in Summary Reports to give the total number of enquiries raised.

Logged By Log-in name of person who raised the enquiry

Tenant Identifier

This is the unique identifier for the tenant for which the enquiry is against.

Tenant Details Name and address of the tenant for which the enquiry is against.

Tenure Code Tenancy Type or Script Identifier

Enquiry Category

The name of the Category within which the enquiry was raised – e.g. ‘Anti-Social Behaviour’.

Enquiry Item The name of the Topic within the Category – e.g. ‘Noisy Neighbours’.

Enquiry Description

A full description of the Enquiry.

Date Logged Date and time that the enquiry was logged.

Enquiry Enquiry Actions


# Day Logged Day that the enquiry was logged. (Numeric – 1 to 7.)

# Month Logged

Month that the enquiry was logged. (Numeric – 1 to 12.)

# Year Logged Year that the enquiry was logged. (YYYY)

# Quarter Logged

Quarter that the enquiry was logged. (Numeric – 1 to 4.)

First Date Logged

Gives the earliest date on which an enquiry was logged.

Last Date Logged

Gives the last date on which an enquiry was logged.

Monthname Logged

Month that the enquiry was logged – e.g. ‘January’, ’February’ etc.

Enquiry Actions

Total Enquiry Actions

This is used in Summary Reports to give the total number of task actions raised. (An enquiry can have more than one action against it.)

Action Sequence

The logical sequence of each action within the enquiry.

Action Code Action Code.

Action Description of the Action.

Priority Action Priority.

Actions

This Data Source is available for both Repairs and Enquiries. It is used when

reporting on Actions which include Messages, Priorities, Services and Tasks. This

Data Source will allow you to report on whether or not the Action is used in the

scripts.


There is no relationship between the different entities here. There is one entity

for each type of Action.


Messages Priorities Tasks Services


Messages Total Messages Total number of messages.

Type Type = ‘Message’.

Type

Description

= “A Message action”.

Code Unique Message Code.

Short

Description

Short description of the message.

Full

Description

This will be null for a message.

Script Type Either ‘Diagnostic Scripts’ or ‘Enquiry Scripts’.

Title Message title.

Link Button True or False. (Determines whether or not there is a

button in the message which takes you to a web

link.

Link Button

Text

e.g. ‘Help’

Link URL Url required for link.

Link

Parameters

Any parameters that the link may need.

Used In Scripts Indicates whether or not message is currently used

by the scripts.

Priorities Total Priorities Total number of priorities.

Type Type = ‘Priority’.

Type

Description

= “A Priority action”.

Code Unique Priority Code.

Short

Description

Short description of the priority.

Full

Description

This will be null for a priority.



Premium

Multiply

Premium Fixed

Target

Response Days

Target response time for priority

Used In Scripts Indicates whether or not priority is currently used by

the scripts.

Services Total Services Total number of services.

Type Type = ‘Service’.

Type Descr = “A Service action”.

Code Unique Service Code.

Short

Description

Short description of the service.

Full

Description

Full description of the service.

Default

Priority Code

Default priority allocated to this service.

IR

Certification

True or False.


Unit of

Measure

Unit of measure.

Unit Price Price given per unit.

Contractor Default contractor.

SMV

Used in Scripts Indicates whether or not the service is currently

used by the scripts.

Tasks Total Tasks Total number of tasks.

Type Type = ‘Task’.

Type = “A Task action”.


Description

Code Unique Task Code.

Short

Description

Short description of the task.

Full

Description

Full description of the task.


Used in Scripts Indicates whether or not the task is currently used

by the scripts.


Creating a Report

Select the ‘Report Builder’ option from the ‘Reports’ menu. This will load the

Report Builder.

Note – the first time that you select this it may take a few minutes to load because

it actually installs the tool onto the desktop.

Report Controls

Select a site or server - under this header, the path for the current connection is

displayed. Click on this path to view and select alternative report servers as

applicable.

In order to understand how to create a report using the Report Building Wizard and

the above models, we will work through a real example.

Data Sources -the panel headed ‘Select a source of data for your report’ displays

the available Data Sources – see Data Sources below..

Show Path - check this box to display the path for each Data Source in the Data

Sources display panel.

Description - display the description for the selected Data Source.

Report

Controls


Report Layout – Select report format by selecting one of the radio buttons


Example - Repairs History Summary Report by Category and User

To create this report, select ‘IV History’ as the Data Source. The report is to be in

a ‘Tabular’ format, so under Report Layout, click on the Table (columnar) radio-

button.

You will then be taken into the following screen where you now select the data

fields that will be required in the report from the Data Source, which consists of

Entities and Fields. For the purpose of this report we will need to select the Entity


‘Repairs History’ and then select the fields ‘Fault Category’ and ‘Logged By’ and

drag them onto the report, into the area marked ‘Drag and Drop column fields’.

As this is a Summary Report we also need to include a Total, so we will also drag

the ‘#Total Orders’ field onto the report.

The report should now have something that looks like this.

The report could now be run, although this would not be practical without adding

a range of dates.

Adding a Date range as Parameters

We now want to add two parameters to the report – the ‘from’ and ‘to’ dates that

the report is to be run for. These parameters will be linked to the ‘Date Logged’

field.

From the Builder Menu, click on the Report tab and select ‘New Field’.

Builder

Menu

Report

Editing

Pane


The ‘Define Formula’ screen is then displayed. Enter ‘Date from’ into the Field

Name and then drag the ‘Date Logged’ field into the Formula box.

Repeat this to create a field named ‘Date To’.

Click ‘OK’.

These two new fields will now appear in the ‘Fields’ list and will be used to create

each of the two parameters.

To create the parameters:

• Select ‘Filter’ from the Report tab on the Builder Menu.


• The ‘Filter Data’ screen will appear. Drag the new ‘Date from’ and ‘Date to’

fields onto the Editing Panel.

• To set the fields as prompts, right-click on each of the field names and

select ‘prompt’ from the list. To change the conditions, right-click on

‘Equals’ and select ‘on or after’ and ‘on or before’ for the dates.

Editing

Panel


• You can select default dates for the parameters by right-clicking on the box

marked ‘unspecified’ and either selecting an actual date or a ‘relative’

date’. In this instance we will put a relative date of ‘1 month ago’ for the

‘From’ date and ‘today’ for the ‘To’ date.

• Run the report. Notice the parameters at the top of the report. The names

are the same as the new fields created. The report runs for the default

period given – i.e. from one month ago to now. However, it is possible to

over-ride those defaults at any time.

Report

Menu


Adding a Title / Changing Column Headings

In the Report editor Pane, there is a place-holder, “Click to add title”, for adding

a title to the report. Click on the place holder and add appropriate text. To

format the text, right-click on the title box.

Advanced Expressions

You will notice that some textboxes have been added to this report, which contain

‘expressions’. Other expressions can be added. In this instance today’s date has

been added, and also a reference to the ‘from’ and ‘to’ parameter values.


The final layout of the report is shown below.

The Internet is an excellent source of help if an expression is required.

Printing, exporting, saving the report

The final report can be printed, exported to a number of different formats or

saved to the Report Server, from where it can be executed and viewed by others

and formally managed. (See Report Manager Section.)

Report

Menu


To print the report, select the printer icon from the Report Menu.

To change the report margins, page size and orientation, select the page setup

icon .

To preview the report prior to printing, select the print layout icon .

To export the report to a particular format, select the Export icon and click on

the drop down to view the options. There are six different formats available.

To save the report to the Report Server, select the save icon from the Builder

Menu or select ‘File’ -> ‘Save as’. Select the ‘Interview Reports’ directory and

enter a meaningful report name.


Saving reports to the InterView Reports directory ensures that they are displayed

in the Report Viewer.

Basic tasks like publishing reports to the correct folder in order that it is visible for

others to see will need to be performed by the person who creates the report.

Standard reports, as well as and custom reports which have been created and

which you wish to share, must be published to the Report Server.


Report Manager

The Report Manager provides facilities for managing reports - control user access,

automate report generation and create historical archives. All of this can be very

complex and powerful, but has been simplified somewhat for use in Inter•View.

Where new reports should be created

The Report Viewing tool has been set up so that all reports are stored in the

‘Interview Reports’ folder of the Report Server.

New reports, created either using the Report Building tool or by any other method,

should be saved to this Report Server folder and, subject to a user having the

required access, will automatically appear in the Report Viewing menu.

It is expected that this will be only task that the Inter•View Administrator has to

carry out in terms of Report Management. It is useful, however, that

Administrators are aware of what the Report Manager is for and who, if necessary

will administer the tool - probably a DBA.

The rest of this section goes into more detail about the Report Manager.

Adding more Report Folders

It is possible for an administrator to add more structure to the ‘Interview Reports’

folder by creating new folders and moving existing reports to the new folders. This

can help in tidying up a long list of reports by placing them in logical groups.

Select the Report Manager option from the main menu. The Report Manager will

appear and will default to the ‘Interview Reports’ folder.

Manager Menu


To create a new folder, select ‘New Folder’ from the Manager Menu.

Here a new folder is being created for Repairs History reports.

To move a report to the new folder, highlight the report in the report list and click

on the ‘Properties’ tab.

In the properties of each of the reports that are to be moved, click on the ‘Move’

button. Select the new Folder name.

Go back into the Report Viewer to see the changes in the Report Menu structure.


Data Sources

Data sources are used to specify the sources of data to be used in the reports. For

example, you can indicate that the queries in a report connect to a SQL Server or

Oracle database. Data sources are wrappers for connection strings. A connection

string tells the server what server the source database is on, and what database on

that server to reference. Data sources also use credentials.

Each of the InterView Standard reports is able to run against one or more

databases. Specially-written dynamic data sources have been created to allow this.

When creating a report in Report Builder, the data source always automatically

points to the Production Database.

InterView data sources should never need to be altered in any way. If there is ever

a problem with them then you will need to contact the Omfax support team.

Security

A core function of Report Server management is ensuring that only authorised

users have access to sensitive information. In Reporting Services, security is based

on two elements:

• Identifying who is attempting to perform an action, then

• Determining whether that user has permission to perform that action.

Reporting Services integrates with Windows authentication to validate users. The

Report Server takes the authenticated users and categorises them into groups and

then grants permissions to the users based on the groups. So typically a group of

users will be set up with permission to view the Interview Reports and another


group might be set up with permission to create reports using the Report Building

Tool.

Security can be set at folder level. Everything within that folder (including sub

folders) will inherit that security. So when someone creates a new report and

places it in the ‘Interview Reports’ folder, it will automatically inherit the folder-

level security.

Security can be over-ridden at Report level if so desired.

Automatic Report Generation and Delivery

Normally, to view a report you go to the Report Viewer, select the required report

and run it. This section explores some other possibilities for managing Report

Execution though the Report Manager.

• It is possible to set up reports to run on a scheduler at certain times. It is

also possible to keep a history. (This can be done using the scheduler or

manually.) So for example you could set up a report to run every month and

keep a history of twelve reports.

Configuring the history is carried out using the History Property page of the

report.

The scheduling mechanism is based on the SQL Server Agent.

• It is possible to deliver reports to users in multiple ways and rendered in any

of the following formats:

o HTML – for static snapshots.

o DHTML (the default) – allows dynamic behaviour such as expanding

report sections.

o PDF – Adobe Acrobat is needed on the client to view the file.

o DOC – Microsoft Word.

o XLS – Microsoft Excel.

o CSV – Standard comma-delimited format.

• Two delivery options are available: e-mail and file share.

o E-mail Delivery – reports can be delivered to different people via E-

mail. Delivering reports in this way requires that a configured SMTP

server is available.

o File Share Delivery – A shared area can be set up where executed

reports are sent as per schedule. Users will then be able to view the


output. This is set up on the Subscriptions link for a report. It is even

possible to update files on pocket pcs.


Keyfax Inter•View


Appendix

Expressions - Base Functions

Date................................................................ 128

General............................................................ 129

Logical............................................................. 129

Numeric ........................................................... 129

Text................................................................ 130

Date Expression Data Box Value Result Comments

After("14-10-2008")

"15-10-2008 08:00pm"

True Any time part of date is ignored

AsDate "15-10-2008 08:00pm"

15/10/2008 20:00:00

Before("14-10-2008")

"15-10-2008 08:00pm"

False Any time part of date is ignored

BetweenDates ("15-10-2008",Today)

"15-10-2008 08:00pm"

True Inclusive compare of date part only (not time). Range dates in any order e.g. BetweenDates(Today, "15-10-2008")


DateAdd(12,"m") "15-10-2008 08:00pm"

15/10/2009 20:00:00

Intervals: s - seconds, n - minutes, h - hours, d - days, m - months, q - quarters, ww - weeks, yyyy - years

Day "15-10-2002 08:00pm"

15 Numeric result

AsDate Format ("ddd dd MMM yyyy - HH:mm")

"15-10-2002 08:00pm"

Wed 15 Oct 2008 - 20:00

Month "15-10-2008 08:00pm"

10 Numeric result

WeekDay "15-10-2008 08:00pm"

4 Numeric, Sunday = 1

Year "15-10-2008 08:00pm"

2008 Numeric result

General

Expression Data Box Value Result Comments

'+5 Result *6 1 36

Returns the previous number unchanged. Used to change the 'natural' evaluation according to operator precedence. Where brackets cannot be used. e.g. the expression 1 +5 *6 would otherwise result in 1+(5*6) = 31

Logical


If("Yes", "No") true / True / TRUE Yes Error if not true/false

Numeric


AsNum + 3 "12.34" 15.34 Processes databox as numeric value

Between(10,5) 5, 6, 7, 8, 9, 10 True Same as Between(5,10)

CSV(2) line1, line2, line3 line2 Entry n (1-based) from ',' separated list Returns "" if invalid entry.


Exists "any text" True False only for ""

Number Format("F2")

12.3456 12.35 rounded to decimal places (see Number formatting specifiers table below for more details).

Int 12.59 13 rounded (.5 to a whole number)

Mod(2) 1 / 3 / 5 / 7 1

Number > 12 "12.34" True Processes databox as numeric value (note absence of brackets when no parameter is specified)

Round 12.59 13 rounded (.5 to even integer)

Abs -6.20 6.20

Text


Entry(2, ";") line1; line2; line3 line2 Entry n (1-based) from list Returns "" if invalid entry.

Index(" line2",",") line1, line2, line3 2

Index (1-based) index of entry in list Returns 0 if not in list. Note: exact match required e.g. text case and spaces

Inlist("A,B,C", ",") A or B or C True True if text is in list. Note: exact match required e.g. text case and spaces

Item("Name") Keyfax address Databox

Name item from address

Item returns a named item from a multi-value Databox such as an Address or an SQL data source returning multiple columns where individual column values are returned using the column name e.g. Item("colName")

Len "characters" 10

Lower NAME name

PadLeft(7, " ") "12" " 12"

Replace(", ", ChCRLF)

line1, line2, line3 line1 line2 line3


Substr(4,2) 123456789 45 1st character = 1

Trim " text " "text"

Upper name NAME

WCase name Name

Number formatting specifiers

Format String Data Box Value

Result Comments

"C" "12345.678" £12,345.68 Currency formatting

"E" "12345.678" 1.234568E+004 Exponential formatting

"F2" "12345.678" 12345.68 Fixed-point formatting

"G" "12345.678" 12345.678 General formatting

"N2" "12345.678" 12,345.68 Number formatting to 2 decimal places



"P0" "12345.678" 1,234,568 % Percent formatting

"(#####) #######" 01202733767 (01202) 733767 Telephone no. conversion

Keyfax Inter•View Administrator's Guide

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