When a new call hits, press F1 or double-click on the line that appears in the call area.
A new order form will open and the phone number will be inserted automatically.
Ask the customer for the necessary information and fill out the appropriate fields on the order form. For the "From" and "To" fields, there is an auto-complete word function, i.e. you don't have to type the street name in full, usually it is enough to enter three or four letters, and then the software will complete the word itself. Also, the dispatcher can ask the passenger's name or surname, and enter it in the "Last name" field. If this passenger calls more than once, the program will automatically associate his name with the phone number in the line with the number of incoming calls in the orders area, and the order form will display a history of his requests. If you double-click on any line from the history, the data of the past order will be automatically substituted in the current order fields.
If you have finished the conversation, but have not yet filled in all the fields, you can click on "End call" and then complete the order.
If you click on the "Hold" button, the current call will be highlighted in yellow in the incoming calls area and the phone line will be put on hold. Double-clicking on the line with this call will restore it back.
Several work options are possible:
If this option is enabled, the call does not need to be picked up manually. Such calls will be answered automatically according to the existing call distribution strategy.
After picking up the handset, the order tab will open.
When the order tab is open, the auto-pickup function is paused.
After closing the tab, there may be a short delay after pausing, according to the "Auto-answer pause" setting, which will allow you some time to prepare to accept the next order.
When the context changes (city, service, queue), auto-answer will automatically be turned off. Turn it back on if necessary.
Everything happens according to the following scenario:
An accepted order, before its completion, can be edited. To do this, you need to find it in the list of orders and open it. When you open the order tab, it will be blocked on the server. Locking means that no one except the manager/admin who opened the order can change it. When you close the tab, the lock is removed, which means that any other dispatcher can now open it for editing.
Sometimes, if the dispatcher's process crashes, the lock may "freeze". If this happens use CTRL+ALT+R to remove all existing locks on the server.
If there were any changes during editing, the performer of the order will receive them and at the same time the corresponding sound will be played on his terminal.
The completed order cannot be edited in the dispatching program, only in the administration panel. The administration panel does not activate the rate server and therefore it is not recommended to change the fare of completed orders after they are completed, because the consequences can be unpredictable.