Touch and Go!!!!
Computer Aided Dispatch
A service call can be received from the call-centre, the dispatcher or via batch call creation.
Batch call is a component that allows an external process to create a call. It is a gateway to
the dispatch database and network protocols. Service orders are automatically sent to the appropriat
dispatcher workstation based on the type and location of the service order. All
service order data is entered into a central database, and a subset of the data is broadcast on
the local area network to update the real-time status displays of the other dispatcher
workstations. The graphical user interface (GUI) and the database schema must be highly
configurable so that the system may be tailored for the terminology, workflow, and data
processing requirements of each individual customer.
The module provides full dispatching capabilities on a dual-screen colour workstation.
Interactive mapping is combined with both dispatching and monitoring functions. The map
display interacts with the information-entry display so that all available information received
for service calls is accessible and visible to the dispatcher. With the dispatch position, the
staff can dispatch service orders effectively, monitor crews, and control the operations of all service vehicles. Because visual information is easily assimilated, the dispatchers can make
their decisions quickly, accurately, and confidently.
In a dual-screen dispatcher workstation configuration, the first screen displays dialogs for
entering call information, listing pending events, and presenting crew and service order
statuses. The service order and crew status dialog is colour-coded, allowing the dispatchers
to see the status of the events and crews under their control. There are also built-in timers,
both visual and audible, to show crew and event statuses, alerting dispatchers before
problems develop. For example, a timer alarm sounds when a crew is out of communication
longer than expected or when a low-priority order, which had been stacked for later dispatch,
requires attention. The second screen displays the facility and street map of the
communications service territory. Command buttons on this screen issue some of the same
dispatching commands as the first screen, but there are additional buttons to control the
appearance of the map display. Dispatchers can zoom-in on views, window certain areas,
attach related graphic files to expand their informational base, turn different map layers on
and off to control the amount of data shown, and query the database about map symbols.
The data on both the dialog screen and the map screen is dynamically kept up-to-date.
Regardless of the data source, as new information is available, it is made available to the
user. There are no technical limitations to the information that can be displayed on the fully
interactive intelligent map, because the intelligent maps are not just pictures on a screen –
they are “smart” maps, meaning features include extensive database records for immediate
recall. The operator can query the system by simply pointing and clicking on map symbols.
Using the street network, the system can route crews to locations by the shortest time, the
shortest distance, the fewest turns or intersections, and the minimum risk involved.
The Base Station
The base station is the centrepiece to the support of service engineers and technicians that
are in the field. It provides them with up-to-date information, such as network status, from the
dispatcher’s office and is included in work orders and assignments. A tight integration with
ERP, Service Management and Customer information Systems ensures the accuracy of the
data. Detailed information is available on daily schedules, part availability, set appointments,
and route planning for time estimation purposes and complex queries. Thus technicians can
be assigned specific tasks based on the service area, task, where they are located compared
to the requested location and which spare components are available in which vehicle based
on land base backgrounds for dispatching software, representation of the status and location
of all the field engineers.
The Mobile Station
Once the Technicians connect and turn on the laptop or pen based computer, all information
is automatically exchanged, ready for the next day’s activities. One type of data included is
used for route planning to direct him to the location. Information on these computers includes
graphic and alphanumeric data. It is stored in a RDBMS along with connectivity information.
All information required for data display such as line styles, symbol, colour, etc. are also
stored in the RDBMS and created consistent with the master GIS implementation. With fast
screen displays for very large data volumes, a very efficient usage of internal memory and a
user definable layering structure that can be scale dependent for display purposes,
Technicians can quickly obtain the appropriate data needed to execute his task.
Dispatcher Features
The dispatcher application has a robust set of address matching functions, including customer
name, premise address, telephone number, or account number. It also provides a listing of
pending events to allow dispatchers to relay status information to customers, as well as a
map display that provides the location of existing events and crews.
Dispatch features include:
- Graphic display of map, service orders, and crews.
- Automatic route selection for shortest/fastest path.
- Screen forms and event types that can be user-configured, and monitor displays that
allow individual operators to personalize status, pending events, and map displays.
- Multiple deployment (coverage area) strategies that can be mapped to shortcut
commands.
- Multiple crew information.
- Road closures that appear on the graphic display and that the system recognizes so that
crews are automatically routed around them.
- Database links to information relevant to any map symbol that can be accessed by simply
clicking on the symbol.
- Sophisticated address verification algorithms.
- Call scheduling that can be applied relative to specific crews, to appoint times, or to both.
- Crew and event transfer between dispatchers.
- Crew recommendations that factor in current location, call type, specialized equipment, or
training requirements, using a true street network not an “as the crow flies” algorithm.
- Estimated time of repair.
- Edit repair timetable.
- High-performance map display that provides a seamless view of the entire service
territory.
