1. Standard Operating Procedure
Call_Mgr

2. Agenda
Introduction
Overview of Call Mgr Screen
How to Change Views
How to Filter the View
Saving a Custom View
Merging Calls
Additional Information
Quiz

3. Purpose
The purpose of this document is to explain the Call Mgr area of VinCENT.

4. Scope
This document contains information on the Call Mgr section and all procedure completed in this area of VinCENT.

5. General Requirements
The following requirements must be met. The user must have access to VinCENT and the Call Mgr section of the program. If the user does not have access please contact the Agency System Administrator.

6. Agenda
Introduction
Overview of Call Mgr Screen
How to Change Views
How to Filter the View
Saving a Custom View
Merging Calls
Additional Information
Quiz

7. Overview of Call Mgr Screen
Purpose
The below is an explanation of the different icons found on the Call Mgr Screen.

8. Overview of Call Mgr Screen
Mode
Viewing
Filters
Date Range
Refresh

9. Overview of Call Mgr Screen
Add 1
Add 1+
Mass Edit
Update
Print

10. Overview of Call Mgr Screen Mode
The default Mode is Normal. This mode allows the user to add schedules, adjust schedules, merge calls and review exceptions.

11. Overview of Call Mgr Screen Viewing
The default View is Monthly Calendar. The view can also be changed to Detailed Listing, Google Map and if applicable Custom Views that have been created.

12. Overview of Call Mgr Screen Filters
The default Filter is to list every day of the week. To change the filters click on the Add + icon. There are a variety of Filters to choose from to most efficiently view the screen for the task to be accomplished.

13. Overview of Call Mgr Screen Date Range
The user can select a month within the View of Monthly Calendar or any date range within the Detailed Listing view.

14. Overview of Call Mgr Screen Refresh
By selecting the Refresh Icon the user will refresh the screen and update the schedules with the calls that have been made since the last refresh. VinCENT automatically performs a refresh.

15. Overview of Call Mgr Screen Add 1
By selecting the Add 1 icon the user will be able to add a schedule for one day.

16. Overview of Call Mgr Screen Add 1+
By selecting the Add1+ icon the user will be able to add a schedule for a custom date range.

17. Overview of Call Mgr Screen Mass Edit
Be selecting the Mass Edit icon the user will be able to change a group of items on multiple schedules at one time.

18. Overview of Call Mgr Screen Update
By selecting the Update icon all data on the screen will be Updated to current bill rates, pay rates and call information.

19. Overview of Call Mgr Screen Print
By selecting the Print icon the user will be able to create a printable version of the schedules on the screen in list format.

20. Agenda
Introduction
Overview of Call Mgr Screen
How to Change Views
How to Filter the View
Saving a Custom View
Merging Calls
Additional Information
Quiz

21. How to Change Views Select Call Mgr from Menu Default View
Select Viewing Menu
Select Detailed Listing
Review Detailed Listing
Sort Columns
Quick Search

22. How to Change Views Select Call Mgr from Menu
Select the Call Mgr icon on the top left portion of the screen. This will take the user to the Call Mgr default view.

23. How to Change Views Default View

24. How to Change Views Select Viewing Menu
Click on the box Monthly Calendar

25. How to Change Views Select Detailed Listing
Select the required View. Detailed listing will default to current day and allows the user to select the date range to view. Monthly calendar shows one complete month. Custom views are just that, views custom to the agency.

26. How to Change Views Review Detailed Listing
Detailed listing view can be changed to reflect any date range.

27. How to Change Views Sort Columns
By clicking on the column header the user will be able to sort the column in ascending or descending order.

28. How to Change Views Quick Search
Utilizing the Search feature on the right side will further limit the data on the screen.

29. Agenda
Introduction
Overview of Call Mgr Screen
How to Change Views
How to Filter the View
Saving a Custom View
Merging Calls
Additional Information
Quiz

30. How to Filter the View Purpose
How to find the exact information the user is searching for.

31. How to Filter the View Select Call Mgr Select Add +
Select desired Filters
Filters are visible on the left side
Delete the filters by clicking red X

32. How to Filter the View Select Call Mgr
Select the Call Mgr from the Main Menu on the top left.

33. How to Filter the View Select Add +
Select the Add + icon to bring up the list of Filter Option

34. How to Filter the View Select desired Filters
Select the desired filters to narrow the search. Example filter by Call In: Not present to view all schedules with no call in present.

35. How to Filter the View Filters are visible on the left side
Once the filters are selected they are visible after the Filter option. Above the filters are for Call in and Service.

36. How to Filter the View Delete the filters by clicking red X
To remove a filter click the Red X to remove the selected filter.

37. Agenda
Introduction
Overview of Call Mgr Screen
How to Change Views
How to Filter the View
Saving a Custom View
Merging Calls
Additional Information
Quiz

38. Saving a Custom View Purpose
VinCENT allows the user to create a custom view and then have One-Click access to the saved view for ease of information.

39. Saving a Custom View Choose desired Viewing & Filter(s) Select Save As
Enter Name & Description
Select options for viewing
Custom view location
Click Clear to remove custom filter

40. Saving a Custom View Choose desired Viewing & Filter(s)
Select filters for custom view. The user can select as many as needed to view only what is required.

41. Saving a Custom View Select Save As
From the Viewing Menu select Save As to save the custom view created for future viewing.

42. Saving a Custom View Enter Name & Description
Enter the Name and Description of the custom view.

43. Saving a Custom View Select options for viewing
If the first option is selected all users within the agency will be able to utilize the custom filter.
If the second option is selected this option will be the Default View for the user.

44. Saving a Custom View Custom view location
The custom view will appear next to the Viewing option when selected.

45. Saving a Custom View Click Clear to remove custom filter
By selecting the Clear option the user will remove the custom filter and return to the default view of the Call Mgr screen.

46. Agenda
Introduction
Overview of Call Mgr Screen
How to Change Views
How to Filter the View
Saving a Custom View
Merging Calls
Additional Information
Quiz

47. Merging Calls
Purpose
This procedure will explain how to merge two calls into one schedule.

48. Merging Calls Find the two call schedules to merge
Click the + icon to view the call detail
Click on the sprocket to view call menu
Select the Merge This Call option
Call Merge Candidates will appear
Select the call to merge
The result is one schedule with both calls attached
Review call detail for merged calls
Complete the required information on the schedule

49. Merging Calls Find the two call schedules to merge
Within Detailed Listing viewing for the client with the two calls to merge.

50. Merging Calls Click the + icon to view the call detail
By clicking on the + icon next to the schedule with the call attached the detail of the call will appear.

51. Merging Calls Click on the sprocket to view call menu
Select the Sprocket on the right side to view the call merge option. Other options on the menu include: open call, open schedule, and remove this call.

52. Merging Calls Select the Merge This Call option
From the Call Menu select the Merge This Call option

53. Merging Calls Call Merge Candidates will appear
Review the Call Merge Candidates for the call you wish to merge together. If the anticipated call does not appear review the schedule to ensure there is a call to merge.

54. Merging Calls Select the call to merge
Highlight the call you wish to merge and click the Save icon in the upper left of the pop up box.

55. Merging Calls The result is one schedule with both calls attached
After the calls are merged there will be one schedule line item with both calls attached.

56. Merging Calls Review call detail for merged calls
By clicking on the + sign to the left of the schedule the detail of the two calls will appear and the user can review that the calls were merged under the Merged column.

57. Merging Calls Complete the required information on the schedule
Add the required Service and Activity to the schedule to complete the required information for the schedule.

58. Agenda
Introduction
Overview of Call Mgr Screen
How to Change Views
How to Filter the View
Saving a Custom View
Merging Calls
Additional Information
Quiz

59. Contact Information
Direct questions about this document to the Agency System Administrator.

60. Agenda
Introduction
Overview of Call Mgr Screen
How to Change Views
How to Filter the View
Saving a Custom View
Merging Calls
Additional Information
Quiz

61. How do I add filters to my Detailed Listing View?
A. The user cannot change their view
B. Click on the Add + Icon by Filters
C. Click on the column header
D. Change to Monthly View
Correct. Click on the Add + icon and then select the appropriate filter.

62. How does a user locate the Call Detail?
A. The call detail is found within the reports section
B. Click on the schedule
C. Click on the sprocket
D. Click on the + icon to open Call Detail
Correct. With the Detailed Listing view click on the + icon next to the schedule line to open the Call Detail

63. The Mass Edit Icon allows the user to:
A. Change a group of items on multiple schedules at one time
B. Assign the call to the schedule
C. Review the schedules
D. This Icon does not work
Correct. The Mass Edit icon should be used to adjust a group of schedules with the same adjustment. Example: Change all schedules for Client A on Monday to a new staff member.

64. The Add 1+ Icon allows the user to:
A. Enter one schedule
B. Utilize a calculator to add up time
C. Add a schedule for a custom date range
D. View one schedule at a time