User Guide - Plumbing Software by wulinqing

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									             Dispatch Pro
                                     THE ULTIMATE DISPATCH SOFTWARE




                         User Guide




1760 Hotel Circle South, Suite 110
San Diego, California 92108
619-692-4255

Technical Support
619-829-5531
                                                                                            Dispatch Pro




          Material in this publication may not be reproduced or transmitted, in any form or by any means,
          without prior written permission. Request for that permission should be directed to:

                  Dispatch Software, Inc.
                  1760 Hotel Circle South, Suite 110
                  San Diego, California 92108
                  619-692-4255

          The contents of this publication are believed to be accurate. However, responsibility cannot be
          assumed for the information contained herein, and the consequences resulting from the use
          thereof. Material in this publication is subject to change without notice.

          This guide and the computer software it describes are designed to provide accurate and
          authoritative information in regard to the subject matter covered. They are distributed with the
          understanding that the publisher is not engaged in rendering accounting or other professional
          service. If legal advice or other expert assistance is required, the services of a competent
          professional person should be sought.




Table of Contents                                                                                   Page 2
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                                             Table of Contents
TABLE OF CONTENTS.................................................................................................. 3

INTRODUCTION ............................................................................................................. 8

USING THIS GUIDE ....................................................................................................... 9

NAVIGATING THE SOFTWARE .................................................................................. 10

SIGN ON TO DISPATCH PRO ..................................................................................... 12

SERVICE ORDER ENTRY ........................................................................................... 14
   INTRODUCTION TO SERVICE ORDER ENTRY .................................................................... 14
   STEP 1 – START THE SERVICE ORDER ENTRY (SCHEDULE) PROGRAM ............................. 17
   STEP 2 – ENTER NEW SERVICE ORDER ......................................................................... 18
   STEP 3 – COMPLETE SERVICE ORDER ENTRY WINDOW ................................................... 20
   STEP 4 – TECHNICIAN‟S WEEKLY SCHEDULE W INDOW .................................................... 24
   STEP 5 – CUSTOMER MAINTENANCE - OPTIONAL ............................................................ 25
   STEP 6 – SERVICE ORDER ENTRY SEARCH W INDOW ...................................................... 28
   ADDITIONAL SERVICE ORDER ENTRY FEATURES ............................................................. 36
   SERVICE HISTORY BY CUSTOMER .................................................................................. 39
   CUSTOMER COMMENTS/SURVEY ................................................................................... 41
   ASSIGN/DELETE INVOICE NUMBERS TO TECHNICIANS...................................................... 44
   TODAY‟S SCHEDULE – ALL TECHNICIANS ....................................................................... 45
   CHANGE QUICK PURCHASE ORDER DATA ...................................................................... 47
   PRINT DISPATCH REPORT ............................................................................................. 47
   PRINT PRIOR DAY‟S COMPLETION TICKETS .................................................................... 49
   PRINT PRIOR DAY‟S JOB LABELS ................................................................................... 49
   PREVENTIVE MAINTENANCE LIST OR LABELS .................................................................. 50
   PRINT INVOICE NUMBER REPORTS ................................................................................ 52
   PRINT CREDIT CARD REPORT ....................................................................................... 53
   PRINT TECHNICIAN DAILY W ORKSHEET .......................................................................... 54
   LIST OF QUICK PURCHASE ORDERS............................................................................... 55
   LIST OF SURVEY RESULTS ............................................................................................ 57
   QUICK PURCHASE ORDER VENDOR LIST ........................................................................ 58
   VIEW TECHNICIAN‟S INFORMATION ................................................................................. 58
   COMBINE/DELETE CUSTOMER NAMES ........................................................................... 59
   COMPLAINT RESPONSE ................................................................................................ 61
   SERVICE ORDER ENTRY OPTIONS ................................................................................. 63
DISPATCH .................................................................................................................... 68
   DISPATCH COMMAND CENTER ...................................................................................... 68
   STEP 1 – TECHNICIAN‟S WEEKLY SCHEDULE .................................................................. 71
   STEP 2 – DISPLAY AVAILABLE TECHNICIANS ONLY / DUTY STATUS................................... 77
   STEP 3 – AUTOMATIC PAGING - OPTIONAL ..................................................................... 79
   STEP 4 – MANUAL PAGE ............................................................................................... 80

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   STEP 5 – QUICK PURCHASE ORDER .............................................................................. 81
   STEP 6 – EQUIPMENT TRACKING ................................................................................... 87
     Check Out Equipment to Technician .................................................................................................. 87
     Check Equipment In From Technician ............................................................................................... 89
   STEP 7 – MANAGER‟S INQUIRY ...................................................................................... 91
   STEP 8 – OTHER DISPATCH FEATURES .......................................................................... 92
     Dispatch Program Options ................................................................................................................. 92
     Command Center Activity ................................................................................................................... 96
        New Jobs – New jobs set up today ................................................................................................ 96
        Completed – Jobs completed today ............................................................................................... 97
        Open Calls ..................................................................................................................................... 98
        Scheduled – Jobs for today and in the future .............................................................................. 101
        Pending – Jobs in a pended status .............................................................................................. 102
        Estimates – Jobs coded as estimates.......................................................................................... 103
        Cancelled ..................................................................................................................................... 105
        Tech Totals .................................................................................................................................. 106
   FREQUENTLY ASKED QUESTIONS ................................................................................ 108
     How do I cancel a job? ..................................................................................................................... 108
     How do I “un-cancel” a job? ............................................................................................................. 109
ACCOUNTING ............................................................................................................ 110

ACCOUNTS RECEIVABLE INVOICING .................................................................... 111
   INTRODUCTION TO DISPATCH PRO FLAT - RATE INVOICING ............................................ 111
   STEP 1 – CREATE INVOICE BALANCING TOTALS ............................................................. 112
   STEP 2 – START THE ACCOUNTING PROGRAM & SELECT ACCOUNTS RECEIVABLE ........... 113
   STEP 3 – INVOICING MAIN MENU ................................................................................. 113
   STEP 4 – ENTER JOB DATA FOR INVOICES ................................................................... 114
   STEP 5 – STARTING A NEW BATCH .............................................................................. 115
   STEP 6 – FLAT RATE TASK ......................................................................................... 118
   STEP 7 – PRINT THE SALES JOURNAL AND BALANCE THE BATCH..................................... 124
   STEP 8 – DAILY ACCOUNTING CONTROLS .................................................................... 128
   STEP 9 – PRINT INVOICES ........................................................................................... 130
   STEP 10 – PRINT DEPOSIT SLIP .................................................................................. 130
   STEP 11 – OTHER INVOICING FEATURES ...................................................................... 131
     Search for Completed/Not Invoiced ................................................................................................. 131
     Print Invoice Number Reports .......................................................................................................... 132
     Sales Journal Accounting Entries ..................................................................................................... 134
   FREQUENTLY ASKED QUESTIONS ................................................................................ 136
     Split Commissions ............................................................................................................................ 136
     Recalls – charge back commission and royalty ............................................................................... 137
     Invoice Corrections ........................................................................................................................... 140
     How do I correct an invoice entered for the wrong customer? ......................................................... 146
     How do I handle a returned check (NSF)? ....................................................................................... 147
ACCOUNTS RECEIVABLE CASH RECEIPTS .......................................................... 152
   STEP 1 – CREATE CASH RECEIPTS BALANCING TOTALS ................................................. 152
   STEP 2 – START THE ACCOUNTING PROGRAM AND SELECT CASH RECEIPTS MAIN MENU . 152
   STEP 4 – PRINT DETAIL OF CASH RECEIPTS ................................................................. 155
   STEP 5 – PRINT DEPOSIT SLIP .................................................................................... 155
      Reprint Detail of Cash Receipts ....................................................................................................... 155

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   FREQUENTLY ASKED QUESTIONS ................................................................................ 156
      How do I reverse a payment received from a customer?................................................................. 156
      How do I enter a write-off? ............................................................................................................... 157
      How do I reverse a write-off? ........................................................................................................... 158
      How can I stop invoice corrections from appearing on the monthly statement? .............................. 160
ACCOUNTS RECEIVABLE AGED TRAIL BALANCE............................................... 161
   PRINT AGED TRAIL BALANCE ...................................................................................... 161
ACCOUNTS RECEIVABLE STATEMENTS ............................................................... 164
   PRINT ACCOUNTS RECEIVABLE STATEMENTS ............................................................... 164
ACCOUNTS RECEIVABLE COMPUTE INTEREST .................................................. 167
   COMPUTE INTEREST FOR STATEMENTS ........................................................................ 167
ACCOUNTS RECEIVABLE SERVICE HISTORY ...................................................... 169
   SERVICE HISTORY BY CUSTOMER ............................................................................... 169
ACCOUNTS RECEIVABLE CUSTOMER PAYMENT HISTORY ............................... 170
   CUSTOMER PAYMENT HISTORY ................................................................................... 170
   PAYMENTS AND INVOICES FROM CASH RECEIPTS ......................................................... 171
   INVOICES AND PAYMENTS ........................................................................................... 172
CONVERT INVOICE BALANCE TO PAYMENTS ...................................................... 174
   CONVERT INVOICE BALANCE TO PAYMENTS ................................................................. 174
TRANSFER GENERAL LEDGER ENTRIES TO QUICKBOOKS .............................. 175
   TRANSFER GENERAL LEDGER ENTRIES TO QUICKBOOKS .............................................. 175
MISCELLANEOUS FILE MAINTENANCE ................................................................. 177
   PASSWORD MAINTENANCE ......................................................................................... 178
   TECHNICIAN MAINTENANCE ......................................................................................... 181
   ZIP CODE MAINTENANCE ............................................................................................ 184
   G/L CHART OF ACCOUNTS MAINTENANCE .................................................................... 185
   FINANCIAL STATEMENT LAYOUT MAINTENANCE / BUDGETS ............................................ 187
   ACCOUNT NUMBER / FINANCIAL STATEMENT CROSS REFERENCE MAINTENANCE ............ 189
   ACCOUNTS RECEIVABLE CUSTOMER MAINTENANCE...................................................... 190
     Other Customer Maintenance Features ........................................................................................... 193
       Preventive Maintenance............................................................................................................... 193
       Collections / Invoices & Payments ............................................................................................... 194
       Change Source ............................................................................................................................ 195
       Notes ............................................................................................................................................ 195
       Multiple Locations ........................................................................................................................ 196
   MASTER TASK MAINTENANCE ..................................................................................... 197
   CUSTOMER SOURCE MAINTENANCE ............................................................................ 202
   TELEPHONE AREA CODE MAINTENANCE ...................................................................... 204
   WORK DESCRIPTION MAINTENANCE ............................................................................ 204
   COMBINE/DELETE CUSTOMER NAMES ......................................................................... 206
   COUNTY TAX ZONE MAINTENANCE .............................................................................. 207


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   CONVERT TO MULTIPLE LOCATION .............................................................................. 208
   AREA PROXIMITY MAINTENANCE ................................................................................. 209
   CUSTOMER COMMENTS/SURVEY MAINTENANCE ........................................................... 210
   CANCEL / LOST CALL REASON /CHORE CODES MAINTENANCE....................................... 211
   MARKETING AREA MAINTENANCE ................................................................................ 212
   INVENTORY VENDOR MAINTENANCE (FOR QPO) .......................................................... 213
   SKILL DESCRIPTION MAINTENANCE .............................................................................. 213
MISCELLANEOUS FILE PRINT ................................................................................. 214
   PASSWORD LIST ........................................................................................................ 215
   TECHNICIAN LIST........................................................................................................ 216
   ZIP CODE LIST ........................................................................................................... 216
   G/L CHART OF ACCOUNTS LIST................................................................................... 217
   FINANCIAL STATEMENT LAYOUT .................................................................................. 217
   ACCT NUMBER/FINANCIAL STATEMENT CROSS REFERENCE .......................................... 218
   CUSTOMER LIST......................................................................................................... 218
   SOURCE ANALYSIS ..................................................................................................... 220
   MASTER TASK REPORTS ............................................................................................ 224
   SOURCE LIST ............................................................................................................. 225
   FINANCIAL SYSTEM BUDGET LIST ................................................................................ 225
   CUSTOMER MAILING LABELS OR OUTPUT FILE .............................................................. 226
   ZIP CODE ANALYSIS ................................................................................................... 227
   WORK DESCRIPTIONS ................................................................................................ 228
   LIST OF COUNTY TAX ZONES ...................................................................................... 228
   AREA PROXIMITIES LIST.............................................................................................. 229
   MARKETING AREA ANALYSIS ....................................................................................... 229
   POTENTIAL DUPLICATE CUSTOMERS ............................................................................ 230
   LIST OF INVENTORY VENDORS (USED FOR QPO).......................................................... 231
SPECIAL REPORTS .................................................................................................. 232
   START THE SPECIAL REPORTS PROGRAM ..................................................................... 232
   COMMISSION REPORTING & OPTIONS WITH DISPATCH PRO ........................................... 234
   THE COMMISSION REPORT ......................................................................................... 238
   COMMISSION REPORT – COMMISSION PERCENT/DOLLAR AMOUNT MAINTENANCE .......... 241
   COMMISSION REPORT – COMMISSION HOURS/MINUTES ADJUSTMENT ........................... 242
   COMMISSION REPORT – BONUS TABLE MAINTENANCE .................................................. 244
   COMMISSION REPORT – DIRECT COMMISSION DOLLARS ............................................... 245
   COMMISSION REPORT – COMMISSION EXPORT FILE ..................................................... 247
   SALES REPORTS ........................................................................................................ 247
   TECHNICIAN‟S SALES REPORT..................................................................................... 250
   OPEN JOBS / INCOMING CALLS ANALYSIS ..................................................................... 252
   SALES TAX REPORT ................................................................................................... 253
   SERVICE TASK REPORT .............................................................................................. 255
   CALL VALUE ANALYSIS REPORT .................................................................................. 257
   SURVEY ANALYSIS ..................................................................................................... 258
   MONTHLY SALES TRACKING REPORT ........................................................................... 260
   C.S. R. PERFORMANCE REPORT ................................................................................. 261

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   SALES BREAKDOWN BY TASK ...................................................................................... 263
   LIST OF JOBS NOT INVOICED ....................................................................................... 264
   LIST OF TECHNICIANS PREFERRED OR REFUSED BY CUSTOMERS .................................. 266
   COMPANY PERFORMANCE REPORTS ........................................................................... 267
   ESTIMATE ANALYSIS ................................................................................................... 269
   RECALL ANALYSIS ...................................................................................................... 270
   CHORES REPORT ....................................................................................................... 271
   NET PROFIT REPORTS ................................................................................................ 272
   COMPANY JOB ANALYSIS ............................................................................................ 273
   DISPATCHER / CSR ANALYSIS .................................................................................... 274
ELECTRONIC BIG BOARD ....................................................................................... 276
   STEP 1 – START THE BIG BOARD PROGRAM ................................................................. 278
   STEP 2 – COMPLETE THE SELECTION SCREEN ............................................................. 278
   STEP 3 – ELECTRONIC BIG BOARD DISPLAY – GOALS AND TRIPS................................... 282
   STEP 4 – ELECTRONIC BIG BOARD DISPLAY – PERCENTAGES ....................................... 287
   STEP 5 – ELECTRONIC BIG BOARD DISPLAY – BASIC .................................................... 289
APPENDIX .................................................................................................................. 291
   TIME CARDS .............................................................................................................. 291
     Step 1 – Setting Your Time Sheet Options ...................................................................................... 292
     Step 2 – Set up Office Staff as Technicians ..................................................................................... 292
     Step 3 – Add Technician Number to Users ...................................................................................... 292
     Step 4 – Record Arrival Time ........................................................................................................... 293
     Step 5 – Record Break Times .......................................................................................................... 293
     Step 6 – Quick Review of Hours ...................................................................................................... 294
     Step 7 – Reviewing Time Sheet Entries ........................................................................................... 294
     Step 8 – Print the Time Worked Summary ....................................................................................... 296
     Step 9 – Printing Time Sheets .......................................................................................................... 297
   DAILY CHECK LIST ..................................................................................................... 299
   WEEKLY CHECK LIST.................................................................................................. 300
   MONTHLY CHECK LIST ................................................................................................ 300
   BACKUP PROCEDURES ............................................................................................... 300
   ACTIVATION KEY ........................................................................................................ 300
   NETWORK ADMINISTRATOR INFORMATION .................................................................... 301
   PRE INSTALLATION CHECK LIST................................................................................... 302
   DAILY ACCOUNTING CONTROLS .................................................................................. 303
GLOSSARY ................................................................................................................ 304

INDEX ......................................................................................................................... 307




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                                            Introduction
Dispatch Pro, the Ultimate Dispatch Software, is the newest and most effective software for the service
industry. It is the easiest to use yet most advance software on the market today.

         Save unnecessary and time-consuming paperwork
         Keep track of technicians with up-to-the-minute information
         Streamline the billing and accounting process with automated invoicing
         Permanent customer history records accessible in seconds
         Eliminate the errors associated with a manual dispatching system
         Fully integrated accounting package available


Dispatch Pro is a Windows-based product. It is a multi-user interactive system that runs on most
networks.

A minimum server configuration is a Pentium II with 256 megabytes of memory, two gigabytes of disk and
some type of back-up system. A laser network printer is desired, but some type of printer is required.
Each desktop should be a Pentium II with at least 128 megabytes of memory for better performance. The
system is designed so that the programs run on the desktop and the databases reside on the server. If
the network is Windows 95, 98, 2000, XP or Vista, the server may be used as a workstation. As in most
Windows applications, the system will perform better with additional memory and processor speed.

If you have access to the Internet in your office, Internet paging is available.

Dispatch Pro is extremely simple to use. A prompt appears on each window for every function, informing
the operator as to the available options.

There are four main programs – Dispatch, Service Order Entry, Accounting and Special Reports. The
Service Order Entry program sets up the jobs to be performed and Dispatch manages your technicians
from the dispatch through job completion. The Accounting program is used to maintain the databases
and to manage the accounting portion of your business. The Special Reports program allows you to
manage and prints commission reports and sales reports. Additional programs facilitate management
reporting.




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                                      Using This Guide

This training guide was designed for the new user of Dispatch Pro. The Table of Contents lists steps in
each section that are covered during the training program.


Schedule, Dispatch, Accounting & Special Reports

These four sections will be covered during the training program. But reading ahead in the guide is
recommended for all employees who will be using Dispatch Pro.


Appendix

This section contains checklists you might find useful when establishing your own office procedures for
using Dispatch Pro.


Conventions

The “steps” shown in each section of the guide use a larger font size and appear bolded. The narrative,
which explains the steps and window layouts use a smaller font.



A message beginning with NOTE,     IMPORTANT NOTE, or TIP will contain important information.




Using This Guide                                                                                Page 9
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                                 Navigating the Software

The Dispatch Pro program options are selected by using the mouse to “click” on the desired selection.
All windows displaying buttons require a left-mouse button click to activate the button. As with other
Microsoft Windows programs if the button has a bolded border, pressing Enter is the same as a mouse-
click.

Entry fields shown in light blue are usually for information only and not available to the operator to enter
data. When a data entry field is completely filled, such as a 6-digit date, you generally do NOT need to
press the Enter key. Be somewhat cautious of this because pressing the Enter key may take you to the
next window before you are aware of it.

Prompts, in yellow, are available on most windows to assist you.

Some windows will allow you to press the Esc key to exit. Others may require clicking on a “Save This”

            button or pressing a function key (i.e. F2).

Be advised that when you use the Esc key, any changes you have made will be saved.



Option Buttons

Click on or near the option button to make your selection.




Printing and viewing reports
Many of the Dispatch Pro programs allow you to either print reports or view them on your screen.

Reports that can be displayed as well as printed will have both the            button and the         button.


If you choose the Display, you have additional navigation options. The upper-left window has the Print
Preview dialog box shown here. Buttons on the dialog box are described below.




Navigating the Software                                                                           Page 10
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    Go to Page – This button allows you to go to a specific page in the
report. On the Go To Page dialog box click the up or down arrows or
enter the page number and click OK.




          Next page, Last Page – Click the arrow button to move one page forward or move to the last
page.



          First Page, Previous Page – Click the arrow button to move back one page or back to the first
page.



             Click on the Drop-down arrow and select the viewing size of the report.




     Close Preview – Close the preview window and return to the menu.



      Print Report – Click the button to print on the Windows default printer.




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                                   Sign on to Dispatch Pro




                                                  Diagram SO-1



          When the Schedule or Dispatch program is first selected each morning, Dispatch Pro will check
          the previous week‟s activity for each technician to see if there are any jobs that have been
          scheduled, dispatched or arrived but have not been pended or completed.

          This window alerts the operator to any unfinished business from the previous week. All jobs
          should be pended, completed or cancelled. The Incomplete Job List is printed showing the letter
          Y under the week number for each technician that has an unfinished job.

          The Daily A/R Past Due Report is printed detailing the customers who have invoices 31, 61, 91,
          and 121 days old. If there are invoices that are 80 days old, the work Lien is printed to the left of
          the number of days. The Total Delinquent amount shown is for the specific invoice. Optionally, a
          “Past Due Notice” form detailing the past due invoices, is printed to mail to your customers. If the
          customer‟s Statement option is N, the Past Due Notice will not print. The Past Due Notice itself
          will show all past due, unpaid invoices. If there are no invoices older than 30 days, a brief
          message is displayed: “There are no past-due accounts to report.”



Mr. Rooter                                 Daily A/R Past-Due Report                          10/09/01

                                           #                         Invoice
Service Name                               Days     Date    Inv #    Amount Tot Delinq        Job Descr

AON Home Warranties W-800-744-4900         91       07/02/01 75371   174.35      174.35       Drain clogged,

ARBY‟S RESTAURANT W-310-659-8498           91       07/02/01 73818   128.38      128.38       Pipe leaking

CHEVRON STATION       W-310-989-6585       121      06/06/01 63301   150.00      150.00       Locate septic tanks




          The Daily Technicians‟ Totals report is automatically printed at the start of a new week detailing
          last week‟s totals.




Sign on to Dispatch Pro                                                                             Page 12
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                                                 Diagram SO-2

          The first person signing on each morning will be asked to enter today‟s date. The system does
          some automatic deleting of records based on dates, and it is imperative that the starting date is
          correct.
          The date input by the operator is compared to the computer‟s date, and if the date entered is the
          same, the program continues. If not, a correction must be made.




                                                 Diagram SO-3



          Each of the programs is controlled with passwords, which are assigned to each person using
          Dispatch Pro. Authority is controlled by options set in Password Maintenance.




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                                     Service Order Entry

In this section we will cover the following:
          Setting up a new service order for a new or existing customer
          Creating and sending Notes
          Scheduling the job to a technician
          Canceling a job
          Customer maintenance




Introduction to Service Order Entry

          Service Order Entry is where all new jobs start with the selection, Enter New. Job information
          can be changed, tracked, rescheduled, or canceled in the Schedule System. Service Order Entry
          handles all daily reports, Quick Purchase Order management and customer surveys. An
          interactive view of all technicians‟ daily schedules is available as well.




                                                Diagram SOE-1




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          The Service Order Entry System is used for the following:


          1.   Enter New Service Orders – See Step 2

          2.   Search Open Job

               Search for Open Job Orders is used after a job is set up and before it is scheduled. The
               jobs will appear in alphabetical order by customer name. This is useful if you need to add,
               change or delete some of the information on the job or see what jobs are not scheduled.
               This is also used to find a job that has not been scheduled that you wish to cancel.
               The system tracks the promised time for each “open job” and will color-code the name and
               address as follows:

                    Current date/time is past promised time: Black letters on red.
                    Current time within 30 minutes of promised time: White letters on orange
                    Current time 31 to 60 minutes of promised time: Black letters on yellow.
                    Current time more than 1 hour before the promised time: Black letters on gray.

          3.   Search All Current Jobs– Search for existing jobs that are Open, Scheduled, Dispatched,
               Arrived Pended or Completed in the last 5 days. The jobs will appear in alphabetical order
               by customer name. On the search results screen, buttons are available to search by
               Address or by Name. This is useful to add, change or delete information about the job or
               see what jobs are not completed.

          4.   History – History of all jobs for a customer.

          5.   Enter Survey – Conduct a telephone survey with your customers and record comments.
               An analysis of the results can be printed in Special Reports.

          6.   Assign Invoice Numbers – Control the invoices assigned to technicians.

          7.   All Technicians Schedule – An interactive look at all your technicians. Jobs can be
               rescheduled or assigned to different technicians.

          8.   Change Quick Purchase Order Info – Authorized users can change the vendor from
               whom materials were purchased, the job number to charge for the materials and/or the
               mark-up percentage.

          9.   Printing

                    Dispatch Report – Prints a dispatch report for any or all technicians for one day or up to
                     seven months ago. It shows all times scheduled, dispatched, arrived, pended and
                     completed, as well as invoice numbers used and dollars collected or estimated.

                    Prior Day‟s Completion Tickets – Prints a Completion Ticket for all completed jobs for
                     a given day. This provides you with printed information if you are not using the full
                     Accounting System, for input to your accounting system.

                    Prior Day‟s Completed Job Labels – Prints a label for each job completed (Avery
                     #5351, 5314, 8160 or 8660) or creates an import file.

                    Preventive Maintenance List or Labels/Schedule Posting – Manage the scheduling
                     of jobs for Preventative Maintenance customers.


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                    Invoice Number Reports – Reports reflect outstanding invoices or all invoices.

                    Credit Card Report – A recap of jobs within a specific date range paid by credit card.
                     Totals can be used to balance to a daily credit card submission.

                    Technician Daily Worksheet – A recap of daily hours worked for all or selected
                     technicians.

                    List of Quick Purchase Orders – A report of all Purchase Orders for a specific date
                     range by PO number or by vendor.

                    List of Survey Results – Recap of telephone survey calls made for a specific day.

                    Quick Purchase Order Vendor List – An alphabetic list of all vendors used for Quick
                     Purchase Orders.

          10.   View Technician‟s Information – A quick look at basic personnel information for a
                technician.

          11.   Combine/Delete Customer Names – Combine and delete duplicate customer information.

          12.   Complaint Response – Address complaints from your customers

          13.   Options – Selected options for Service Order Entry

          14.   Exit this Program – Exits out of program and returns to Windows




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Step 1 – Start the Service Order Entry (Schedule) Program

          Each option listed on the Service Order Entry main menu is described in detail in this section.
          The Available Technicians display as shown in Diagram S-2 is optional. This real-time look at
          availability allows your dispatchers to make realistic commitments to your customers.


               Active Techs – The total number of active technicians

               Busy – The number technicians who are on a job (scheduled, dispatched, or arrived).
                Each job is internally allocated a two-hour block when displayed on this window. If the
                “block-out” feature of Dispatch is used for a technician, slashes are shown for those time
                slots and the busy number is increased by one. If a technician is off duty, “Off “ is shown
                for the entire day and the busy number is increased by one.

               Prom – The number of technicians who have been promised for this time slot using the
                internally allocated a two-hour block. Any jobs currently listed as Open Service Orders are
                added to this count. If a promised time was not entered, the count is shown at 6:00 AM.

               Total – The total number of technicians either on jobs or promised for this time slot.

               Avail – The total number of technicians who are available. (Number of Active Technicians
                less Busy and Promised.)

               Calls – The total number of jobs with this promised time.

               Open – The total number of jobs with this promised time that are still in an “Open Status.”




                                                 Diagram SOE-2



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                                        – Buttons at the bottom allow you to display All Technicians, only the
          Plumbers, only the Drain Cleaners or only the technicians who can perform both tasks. These
          technician types are user defined and can be changed.



                 – The Next button advances the display one day.


                 – The Back button goes back one day at a time.




Step 2 – Enter New Service Order

          The Search window, as shown in Diagram SOE-3, is displayed when the Search by Name option
          is set. Notice there are several buttons available at the bottom of the screen. A description of
          these buttons can be found later in this section.




                                                  Diagram SOE-3




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To select an existing customer:



                                 Enter up to five characters of customer‟s last name in the field as shown in
          Diagram SOE-3. A search window will display all customers whose names start with the
          characters entered. If the customer has a Multiple Location, an asterisk precedes the address.
          Select the desired customer by pressing the up or down arrow keys and press Enter. Or simply
          click on the correct name. The Customer Information window, similar to Diagram SOE-4 is
          displayed.




To add a new customer:


                           Add Customer – Click on this button to display the Customer Information
          window. See Diagram SOE-4.




                                                 Diagram SOE-4



Complete the new customer information and click the Save This button when
finished. The Service Order Entry window is displayed as shown in Diagram
SOE-5.




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Step 3 – Complete Service Order Entry window




                                                     Diagram SOE-5

          The information in the upper-left shows the customer name and address to be billed. This data
          comes from the Customer Information file.

          If it is necessary to change any of the billing information, click on the Customer Maintenance

                           button at the bottom of the screen. The Change Billing Customer Information window
          is shown.


                  A notepad is available to enter notes regarding any customer or each multiple location.
          See Step 7 for more details.


                          – If more detail is needed, click on the Service History button to view the complete
          history file.


               Job number assigned, the operator who took the call and the time of the call is shown in
                the upper-center of the window.

                   NOTE: The job number assigned uses the 2-digit month, 2-digit day and a consecutive
                   number starting today. Instruct your technicians to write this job number on the invoice
                   when they call in the job completion information.

          The upper-right of the window displays the aged accounts receivable and the date of the last
          invoice.

          The information in the second block is the name and address of the job, and may be different
          from the billing data. If the service information is different, it may be that the billing customer has


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          multiple locations. It may be changed on this window, if necessary. If the billing customer is a
          warranty customer (i.e., American Home Shield, Old Republic) this second block of job
          information will be left blank, so the name and address of the job site can be entered. It is not
          desirable to set warranty accounts up as multiple locations as their renewal rate is very low.

              Tax Code – Yes or No, indicates whether sales tax is charged for this customer.

              P.O.# – Allows entry of the customer‟s Purchase Order number, if necessary.

              C.O.D. or Credit OK – If the C.O.D. field is Yes, COD is displayed in red. If No, Credit OK
               is displayed in green to indicate whether the customer must pay cash or if you will bill them
               for your service.

              Commercial (or Residential, Warranty) – Indicates customer type.

              No Service – If the Allow Service field in the Customer file is No, No Service is displayed.
               A job cannot be created for a customer who is coded as No Service.

              Work Description –                  displays the “most often used” descriptions. Select from
               the list or enter your own description. The descriptions can be maintained by the user.


                   IMPORTANT NOTE: The work description is required information. If left blank, this
                  service order will be automatically deleted and a warning message is shown. Optionally,
                  a selection list of Cancel Reasons may be displayed.
                  Normally (with an option set), the first five characters of the description will show in the
                  “open jobs” portion of the Dispatch Program, so care should be taken when entering
                  these characters.

                  TIP: These descriptions can be changed in the Accounting Program, Miscellaneous File
                  Maintenance.


              Collect Service Fee of.. – Displays the amount the warranty companies suggest you
               collect from the customer. This field is displayed only for warranty companies.

              Comments – Comments appear in red letters with a white background if entered in
               customer maintenance. These comments are specifically related to the customer. The
               blue comment area shows the cross street name if entered in customer maintenance. To
               Exit this field and save the data entered, press the Tab key.

              A brief history (up to the last six times) of the work at the job address is shown at the

               bottom of the window. If more detail is needed, click on the Service History
               button to view the complete history file.


          … Scheduled… When the Work Description has been entered the bottom portion of the
          window displays an open area to schedule the job. See Diagram S-16.

          If the technician to be assigned the job is known, the technician number may be entered and the
          job may be scheduled at this time.




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             Tech – The technicians assigned to this job. The next available field allows entry of an L
              (last week), C (current week) or 1 through 7 weeks in the future or the past to schedule the
              job. Press the Enter key and the Technician‟s Weekly Schedule window is displayed to
                                                      nd  rd   th
              schedule the technician to this job. A 2 , 3 or 4 technician can also be scheduled to the
              same job.

             Date and Time – The scheduled date and time of the job. If the technician is not known,
              the job may be put in the open jobs file by entering a promised date and time. Press the
              Enter key at the first Promised Time field and Dispatch Pro will enter a time of one hour
              from the current time. If Window is selected, the second time field is filled automatically,
              also. If you enter a Promised Time that is between 6:00 and 12:00 and it is currently
              afternoon, Dispatch Pro will warn you to verify the AM / PM field.

             Window or Exact – The letter indicates your policy of entering an Exact time or a Window
              of time. Optionally, the window of time can be one or two hours. Dispatch Pro displays the
              time range automatically.

             Pay Type – The customer has indicated how they will pay for your services:
              1 = cash, 2 = check, 3 = credit card, 4 = charge customer, 5 = other, R = Recall, P =
              Possible Recall, B = Barter, O = Office Priced. Pay type 1-5 displays Spcl. Inst. in the next
              field. Pay type R, P, or B displays Pref. Tech.

              When Pay Type 3 is entered a dialog box is displayed to enter the credit card information.
              This information will then display in the Dispatch program at the job completion window.

              Once the Credit Card Information is saved, you are asked, “Do you want to save card # and
              expiration date permanently? (Y or N.)” If you answer yes, the information is saved in the
              Customer Master record in the Contact field.




                                                Diagram SOE-6



             Spcl. Inst. or Pref. Tech – Enter a 3-digit description (i.e. CAM or JET) as Special
              Instructions or the preferred technician number. The description or number will display on
              the Dispatch Command Center in Open Service Orders.

              NOTE: If Pay Type is R, Recall, and the service customer is in Dispatch Pro History, the
              technician (number) who performed the work originally is automatically inserted in the Pref.
              Tech. field. This information is shown on the Dispatch Command Center to alert the
              Dispatcher.

              NOTE: See Additional Service Order Entry Options for a description of the buttons at the
              bottom of the Service Order Entry window.



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         - display your selection of “most often used” Work Descriptions. Select
one or more that may fit. The description appears on the Service Order Entry
window. (See Diagram SOE-7)




                                     Diagram SOE-7




Click in the Tech number field and the available technicians
and their numbers are displayed for reference.

Press any key to remove the Available Techs window. If you
enter the number of the technician you wish to assign to
this job, proceed to step 4.

                                                                         Diagram SOE-8


If you don‟t know which technician to assign, enter only the promised date and
time. The job is placed in the „open service calls‟ in the Dispatch program.


Press the Esc key to exit the window.


If you have elected to print Call Tickets, it is printed immediately. If you have
access to more than one printer, the first time you print a Call Ticket each
morning, Dispatch Pro will ask you to designate which printer to use.




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Step 4 – Technician‟s Weekly Schedule Window




                                                Diagram SOE-9

          This window is used when the technician to be assigned to the job is known at the time the job is
          set up. Enter the technician‟s number on the Service Order Entry window and Diagram SOE-9 is
          shown. Position the curser at the day and time desired and enter “S” for scheduled.
          The entire week‟s schedule for a technician is shown on the window.

                  (B)lock out – Blocks out a range of time

                  (R)e-schedule – Reschedule this job

                  (U)nblock – Remove the blocked time

                          – Toggles back and forth between the Day Shift window and the Night Shift
                  Windows.

                              – Toggles back to the previous seven-week‟s schedule or forward through
                  seven weeks in the future.


          The Zip Codes shows the various job locations. They are color-coded as follows:

              Scheduled jobs:    White numbers on blue.
              Dispatched jobs:   Yellow numbers on black.
              Arrived at jobs:   Black numbers on yellow.
              Pended jobs:       White numbers on red back.
              Completed job:     White numbers on green.




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Step 5 – Customer Maintenance - optional

          New customers can be added and changes made to existing customer from the Schedule
          program and also in the Accounting program. If you select the Add Customer button in Service
          Order Entry, Diagram SOE-10 is displayed to establish the new customer.




                                                 Diagram SOE-10




                     When you have completed entering the customer information, click on the Save This
          button.


                 Notes can also be entered from the Customer Maintenance and Multiple Location
          Maintenance windows. The button text turns green to signify that Notes have been entered.


                          Change Multiple Locations. The button text turns green to signify that one or more
          multiple locations have been entered for this customer.


                        Add Multiple Locations

          Any customer may be set up to contain multiple locations. This is useful for chains or property
          managers where work is done at various locations, but invoices or statements must be sent to the
          parent location. When either of these buttons is selected, Diagram SOE-11 is displayed to enter
          the multiple location data.


                         Change Source displays the Customer Source list to select a different source if the
          incorrect Source was selected when the job was established.




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                                                 Diagram SOE-11




                           A Preventive Maintenance program may be set up for each customer, each
          multiple location or for a specific address. The system will automatically schedule the technician
          on the desired date and time, or if no technician is entered, the job will be placed in the open file
          for the desired date and time.




                                                 Diagram SOE-12




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Select the Customer Source

          Dispatch Pro tracks the source of all of your new customers and jobs. When you have
          completed entry of the new customer information, Diagram SOE-13 is displayed to select the
          appropriate Source. If you have set up the Yellow Page Source Codes to include a page number
          in the description, you can simply enter that number in the field at the bottom of the window. Or
          else use the mouse to click the button for the appropriate source. You must select a Source
          Code.

          Three analysis reports are available showing the number of jobs per source for up to 93 different
          sources by month and a total for the year. See Source Analysis and Source List in the
          Accounting – Miscellaneous File Print section of this guide.




                                                Diagram SOE-13




          If you need to add a code, click the Add Source button               to display Diagram SOE-14.




                                                Diagram SOE-14




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Step 6 – Service Order Entry Search Window




                                                Diagram SOE-15




                            All Name Search – Click on this button to scroll through all of the names.


                            Phone Number Search (7) – This is an exact match search on the home
          phone, work phone and third phone number.


                               Phone Number Search (10) – This is an exact match search on the phone
          number including the area code.


                           Address Search – Click this button and enter up to five digits of the customer‟s
          street numbers as shown in Diagram SOE-16. A search window, will display the customers
          whose street numbers match the numbers entered. See Diagram SOE-17.


                  NOTE: The Address Search, optionally, can be the primary search. This feature allows
                  you to perform several functions, such as adding a new customer and a new service
                  order, which are also available in other areas of the programs. (Address Search uses a
                  separate address database and is different from the Multiple Location database.)




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                                                 Diagram S-16




                                                Diagram SOE-17

          There can only be one record for any address (number, direction, street name and unit number).
          The record contains a link to the customer-billing file, which is usually to the owner of the
          property. It is possible, however, that this link could be to a tenant. This could happen if you
          have done work for the tenant but have never done work for the owner.

          The Address file contains the name and phone numbers of the owner or the person living at the
          address, which will be carried forward to the Service Order Entry window. Additional data, such
          as cross street and map codes are also carried to ease the setting up of a new job.

          The search window displays the owner‟s or property manager‟s name as well as the address, city
          and state of the property. If the correct property is shown, click on the proper line or move the
          curser to that line and press Enter to go directly to Service Order Entry. The uses of the buttons
          on the Service Address Search window are described below.


                                             Change or Delete Service Address – Display the address that
                  is highlighted. You then have the ability to change or delete any of the data contained in
                  the record. You have the option of returning to the search window or going directly to
                  Service Order Entry.




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                  Preventive Maintenance can be set up for this address by selecting the Change/Delete
                  Serv Addr button. Click on the                button from the Customer Information
                  window.
                                             Add Service Address to this Customer – Set up an additional
                  property address for the same owner or property manager. The data contained in the
                  selected record will be carried forward to the new record so that only minor changes need
                  to be made in the new record. You have the option of returning to the search window or
                  going directly to Service Order Entry.



                                              New Owner at this Service Address – New owner is at an
                  existing address. The address, map code and cross street will be carried forward in
                  setting up the new customer data.



                                            Tenant at this Service Address? Display a search window to
                  determine if the tenant is already In the Customer file. If the tenant is not already
                  established, Dispatch Pro will bring forward all pertinent data.



                              New Customer – Set up a new customer that has not had service in the past.



                                   Search by Name – Search the address file by owner, property
                  manager or corporation, and then display all associated addresses.



                               History List – Print a report detailing the job history for this address.



                        Add Customer – Click on this button to display the Customer Information window.



                         Change Customer – Click on this button to change information on the Customer
          Information window or the Multiple Location window. “Multiple locations” are used for chains or
          property managers to allow multiple service addresses and one billing address.



                         Private Mail – Similar to Notes, Dispatch Pro can record messages from one
          employee to another. However, in the Private Mail feature, only the person to whom the
          message is intended has access to the message.

          When you click this button a list of the recipients is displayed first. Select the one you wish and
          Diagram SOE-19 is displayed. Type the message and click the Save This button.

          To see your messages, you must click on the You've Got Mail! button on the Dispatch
          Command Center window.




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          Diagram SOE-18




                                                                     Diagram SOE-19




                  NOTE: Dispatch Pro management will set up the recipients for you. Changes to an
                  existing name are performed in Accounts Receivable Customer Maintenance. Select
                  Existing Customer and enter (P instead of the customer‟s name. The Private Mail
                  Recipients are displayed. Select the one you wish to change.




                                                 Diagram SOE-20


                      IMPORTANT NOTE – When you change a Private Mail name you must also
                  change the Mail Init field to the initials of the new recipient. These initials MUST be the
                  same initials they use to sign on to Dispatch Pro.




                           Complaint – Use this button to record a complaint from a customer and forward
          the information to the appropriate person in the company.

          A selection window similar to Diagram SOE-18 from above is shown first. Select the recipient of
          the complaint then enter the invoice number that is appropriate to the complaint. Diagram SOE-
          21 is shown to record the customer‟s name and pertinent data. Click on the Send button
                      to activate the Notepad. See Diagram SOE-22.




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                                                Diagram SOE-21




                                                Diagram SOE-22




          If you elect to search by Zip Code or to enter the Work Description first (See Service Order Entry
          options at the end of this section) Complaints can be entered immediately. In Diagram SOE-23,
          enter a 3 in the Type of Call field.




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                                               Diagram SOE-23



          Diagram SOE-24 is shown to select the recipient.




                                               Diagram SOE-24


          Enter the invoice number the customer is calling about or click on the Address Search button.




                                               Diagram SOE-25




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                                             Diagram SOE-26



          In Diagram SOE-26 above, the customer information is displayed based on the invoice number
          entered. Choose the reason for the complaint; Home Warranty, Membership, Price,
          Workmanship or Other.


          Click the Send button              and Diagram SOE-27 is shown to add additional
          comments.




                                             Diagram SOE-27




                    Click the Save This button and answer the questions shown in Diagrams SOE 28
          and SOE-29 below.



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                                               Diagram SOE-28




                                               Diagram SOE-29




          See the Complaint Response section later in this section.




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Additional Service Order Entry features




                                                 Diagram SOE-30




          See all Sched.                      Daily Schedule- All Technicians

          View the daily schedule for all or selected technicians. Point to the technician number/initials and
          click to schedule the appropriate technician. See Diagram SOE-24. The technician number is
          shown in the “Scheduled” area and you may enter a week number to schedule this job in the
          future.




                                                 Diagram SOE-31



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          Notes
          A notepad is available to enter notes regarding any customer or each multiple location. Each
          note is dated and time-stamped with the initials of the person recording the message. The
          message may be as long or short as desired.




                                                Diagram SOE-32



          When the Save This button is selected, Diagram SOE-33 is displayed to choose the recipients.




                                                Diagram SOE-33




                   The Notes button text is now green to let you know that a Note exists for this customer.
          Additional notes can be recorded for this customer. Subsequent viewing will display all notes as
          shown in Diagram SOE-34.


                       The Exit Screen button returns you to the Service Order Entry window.




                                                Diagram SOE-34



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          Cross Street                  Click this button to enter the cross street.




                                                  Diagram SOE-35




          Cancel
          The cancel button allows you to cancel an open job and select a reason for the cancellation.




                                                  Diagram SOE-36

          If the job is dispatched or the technician has arrived on the job, it can also be cancelled in the
          Dispatch program:

                   Go to the appropriate technician and job on the Dispatch Program.
                   Enter “T” for the Time Entry.

                   Click the Cancel Job button.
                   Select the appropriate cancellation reason.




          Customer Maintenance                      – If it is necessary to change any of the billing
          information, click on the Customer Maintenance button at the bottom of the screen. The Change
          Billing Customer Information window is shown.



          Service History                   – If more detail is needed, click on the Service History button to
          view the complete history file.




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Service History by Customer

Select History from Service Order Entry.
          Dispatch Pro retains the service history for every customer. You can search for this information
          8 different ways. See Diagram SOE-37. After selecting your choice enter the appropriate search
          criteria; Invoice Number, PO/SWO Number, Service Last Name, Telephone Number, Service
          street number or Job Number, Telephone or File Number.




                                                Diagram SOE-37



          The Service Comments/Description for the customer selected is shown first. See Diagram SOE-
          38.




                                                Diagram SOE-38


                        – Main Screen button removes the Service Comments/Description screen

                         – Reprint the original invoice, then select from the following:
                                Y = Include work performed
                                N = Do not include work performed
                                O = Only print work performed
                     Next – Advances to the next occurrence of the same address.

                       Back – Moves to previous occurrence of the same address.
                When your search finds a new address, Dispatch Pro displays a red box with white letters
                “Different Address” alerting you to a possible different customer.

                           Next job # – Moves to next job number

                            Previous job # – Moves back to the previous job number



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                                            Diagram SOE-39



             Job # – Number assigned when the job was originally set up.
             Customer – Billing customer name and address.
             Job Name – Service name and address.
             Dispatched Hours – Date and time the technician was dispatched, when arrived and
              completed the job.
             By – Person who took the call and the date and the time.
             H: or W: – Home and work telephone numbers.
             Invoice Number – The invoice number entered when the job was invoiced.
             Performed – Date work performed.
             Commercial (or Residential or Warranty) – Customer type
             P.O. # – P.O. number that may have been supplied by the customer.
             Technician Number and Name – Technician who performed the work.
             Hours – The hours worked on the job.
             Commission Split Percentage – Commission percentage.
             Material Split – If material costs were split between more than one technician
             Task Summary – Tasks performed and costs
             Work Performed – Description of work entered in Service Invoicing
             Invoice Date and Invoice number
             Payments from Cash Receipts – Payments entered through Cash Receipts; date, check
              number, amount of payment, write-off and current balance.
             Original Invoice/Payment – Total invoice amount and payments entered through Service
              Invoicing.
             Invoice number, amount and payment method – Information entered through Dispatch.
                   – Return to the Service History menu.
                              – Reprint the invoice.
                          – Display the Comments/Description window again
                     – Advances to the next occurrence of the same address.
                     – Moves to previous occurrence of the same address.


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                     The Print button is available to print a P & L of this invoice.
                        The Survey button is available if the Customer Survey was conducted for this job.
               The survey questions and the customer‟s answers are displayed with two lines of
               description. See sample in Diagram SOE-40.
                               The Service Job Maintenance button is available to change the name and
               address of the service customer.




                                                 Diagram SOE-40




Customer Comments/Survey

          The Customer Comments/Survey can assist your staff when conducting a Customer Satisfaction
          Survey. There are 10 questions for 3 categories, Residential, Commercial and Estimates. The
          Customer Type Code (R or C) controls the questions that are shown for completed jobs. The
          Estimate questions are shown only if the completed job is an Estimate. Another category,
          Telephone Prompt, appears at the beginning and end of each survey to help your staff with an
          opening and closing phrase. The questions are maintained in the Accounting program and
          Special Reports prints the analysis of the survey.



Select Enter Survey from the Service Order Entry program.




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Diagram SOE-41 is shown. Enter a date in the near past to display the customers
who you wish to call. You can elect to survey your commercial customers and
customers who received an estimate as well as residential customers.




                                               Diagram SOE-41


          The list of customers, based on the date and the criteria you entered is shown. The Type column
          indicates whether the customer is residential or commercial. The Comp column is the date the
          job was completed.




                                               Diagram SOE-42



          When you select the customer, the Survey window, as shown in Diagram SOE-42, is displayed.
          The Called section of the window will show a date and increase the number from zero to one.
          This indicates that you attempted to call but no one answered the telephone. The count is
          increased (unsuccessful call) and the date changed each time you select the customer then press
          ESC to exit the window. The customer is then moved to the bottom of the list.




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Conduct the survey with the customer and enter a Y or N beside each question.
Or use a rating system rather than asking a “yes or no” question. The answer
field will accept a Y, N or 1-5. Information already displayed in the comment
section is from the Dispatch program. You can add notes to this area, if desired.

If the customer does not wish to take part in your survey, click the No Survey
Button          . When reviewing a job (in Service History) where no survey was
taken, the Survey button is grayed out.




                                    Diagram SOE-43




When reviewing the job in Service History you will see the comments as shown in
Diagram SOE-40. Press the ESC key to remove the Comments window and you
have access to the Survey button.             Click on the button to view the
results. The initials of the person conducting the survey, the date and time of the
survey and the respondent‟s name are shown in the title bar. You can then print
a Survey Summary for this one job and include the original work description, the
actual work performed or both.




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                                               Diagram SOE-44




Assign/Delete Invoice Numbers to Technicians

          Dispatch Pro can help you track the blank invoices you give to your technicians. (This is an
          optional program and must be activated by Dispatch Pro before you can begin to use it.) You
          assign each technician a range of invoice numbers. An optional report prints, Invoice Assignment
          Acknowledgement, see Diagram SOE-46, listing the invoice numbers. The technician‟s name is
          shown with a signature line. You may also elect to print the “previously assigned (but not
          invoiced) invoice numbers. You can ask the technician to sign the report and keep it for your
          records. After the numbers are assigned the Dispatch program will alert you when there is a
          discrepancy in the invoice numbers used.


Select Assign Invoice #s from the Service Order Entry menu.




                                               Diagram SOE-45




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Enter the technician‟s number and the range of invoice numbers to assign.
Answer Yes or No to the question “Print all outstanding invoice numbers for this
technician?” Click the Save This button.


If incorrect numbers were used, re-enter the incorrect numbers and click the
Delete This           button. (The operator must be authorized to delete invoice
numbers.)




                                     Diagram SOE-46




To continue to track invoices, see instructions on printing an outstanding number
report later in this chapter.



Today‟s Schedule – All Technicians

Select All Techs‟ Schedules – for an over-all, interactive view of all technicians‟
schedules for today. Click on the specific job to see the detail.

If you are using multiple franchises, select the appropriate one and Diagram SOE-
47 is displayed.




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                                                  Diagram SOE-47

          Active Techs – The total number of active technicians

          Busy – The number technicians who are on a job (scheduled, dispatched, or arrived). Each job
          is internally allocated a two-hour block when displayed on this window. If the “block-out” feature
          of Dispatch is used for a technician, slashes are shown for those time slots and the used number
          is increased by one. If a technician is off duty, “Off “ is shown for the entire day and the used
          number is increased by one.

          Prom – The number of technicians who have been promised for this time slot using the internally
          allocated a two-hour block. Any jobs currently listed as Open Service Orders are added to this
          count. If a promised time was not entered, the count is shown at 6:00 AM.

          Total – The total number of technicians either on jobs or promised for this time slot.

          Avail – The total number of technicians who are available. (Number of Active Technicians less
          Used and Promised.)

          Zip Code of job, color-coded as follows:

                   Scheduled jobs – White letters on blue
                   Dispatched jobs – Yellow letters on black
                   Arrived jobs – Black letters on yellow
                   Pended jobs – White letters on red
                   Completed jobs – White letters on green


The F8 key will display the previous day or            and F9 will display the next day or                . If all
technicians are not visible on the window the left and right arrow key will scroll through the full list.




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Change Quick Purchase Order Data

Select Change Q. P. O. Info from the Service Order Entry menu. Enter the PO
number you wish to change.




                                                Diagram SOE-48

          You can change the vendor and/or the markup percentage for the QPO in the fields to the
          bottom-left. If the original job for which the items were purchased is cancelled, for example, you
          can also reassign the QPO to a different job number.




Print Dispatch Report

Select Printing / Dispatch Report from the Service Order Entry menu.

Yesterday‟s date is shown. Change the date if desired. Select the technician
number or accept All. Select to print either the Dispatch Detail Report (Diagram
SOE-50) or the Dispatch Summary Report (Diagram SOE-51). Click the Display or
Print button.

The Tracking Report is printed automatically when you select the Detail Dispatch
Report. The Tracking Report prints all completed jobs that are coded as Estimate
(E), Declined (D), Recall (R) or No-Charge (N) and jobs completed that are less
than a specific dollar amount. For example, you may wish to track all jobs that are
$20 or less which you have established as your standard trip charge.


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                      Diagram S-49




                      Diagram S-50




                      Diagram S-51




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Print Prior Day‟s Completion Tickets

Select Printing / Prior Day‟s Completion Tickets from the Service Order Entry
menu.

Today‟s date is displayed. Enter the date you wish. When you press Enter, the
Completion Tickets will print.
          NOTE: You can only go back 10 days.




                                             Diagram SOE-52




Print Prior Day‟s Job Labels

Select Print Prior Day‟s Job Labels from the Service Order Entry program.

Today‟s date is displayed. Enter the date you wish up to 10 days ago or press
Enter and Diagram SOE-53 is displayed.




                                             Diagram SOE-53



          Customer Type – (C)ommercial, (R)esidential, (W)arranty



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          C.O.D. only – (Y) or (N) Print labels for only those customers that are C.O.D.

          Job Type – (C)ancelled only, (E)stimates only, (S)old jobs only, (A)ll

          Output Type – (L)abels, (F) delimited import file

          Breakdown Type – For use with multiple franchises or technician types such as Drains,
          Plumbing, etc.

          Case to use – (A)ll upper case, (C)apitalize first letters of names only
          Printer Type – (L)aser, (I)nk Jet

                  Laser = Avery # 5351 or 5314 (1” x 2 13/16”)
                  Ink Jet = Avery # 8160 or 8660 (1” x 2 5/8”)




          New Customers only – (Y) or (N)

                  NOTE: For additional information, see Customer Mailing Labels in the Accounting-
                  Miscellaneous File Maintenance section of this guide.




Preventive Maintenance List or Labels

Select Printing / Preventive Maintenance List or Labels Service Order Entry
program. Diagram SOE-54 is displayed.




                                                 Diagram SOE-54


          A Preventive Maintenance program may be set up for each customer or each multiple location.
          The information can be entered from the Schedule program or the Accounting program.

          Customer with Service Agreements can also be scheduled with Preventive Maintenance.
          Indicate in the Work Description area that this is for “CSA Walk-through” or a similar description.


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          Dispatch Pro will automatically schedule the technician on the desired date and time, or if no
          technician is entered, the job will be placed in the open file for the desired date and time. Five
          days before the last working day of the month a red border is displayed around the Preventive
          Maintenance option on the main Schedule program window. This is to inform you that it‟s time to
          review and schedule preventive maintenance for the next month.




                   IMPORTANT NOTE: See the suggestions below. It is important to note that you
                  can only “post” the Preventive Maintenance once each month so review and verify your
                  customers carefully.


          The suggested procedure is to:

                      o   Select Preventive Maintenance from the Service Order Entry Printing menu.
                      o   Select List Due Next Month (No Posting) and print the report.
                      o   Verify the customers and the schedules. Changes can be made in the
                          Accounting program, Accounts Receivable Customer Maintenance.
                      o   Run the List Due Next Month and Post Schedules. After “Posting” the schedules
                          they can be viewed from the Dispatch program or Schedule / Search for
                          Scheduled but Not Completed.



          List All - Alpha Order – Display or print a report detailing the customer information and the
          preventive maintenance schedule in customer name order.


          List All - Tech Order – Display or print a report detailing the customer information and the
          preventive maintenance schedule in customer name order. The reports print a separate page for
          each technician.

                                                                                          th
          List Due Next Month / Post Schedules – Select this option on or after the 25 of the month. A
          list of the customers is displayed or printed. After printing answer (Y)es or (N)o to the question:
          Ready to post schedules to databases? A yes answer will post the job to the technician‟s
          schedule and print another report – this time in date/time sequence.
                                                                 th
                  NOTE: If you select this option before the 25 of the month, “Too early to run next
                  month‟s schedule” is shown.


          List All Expiring (Next Month) – Display or print a report detailing the customers whose
          preventive maintenance program is due to expire.


          List Due Next Month / No posting – Display or print a report detailing the customers whose
          preventive maintenance schedule is due for next month.


          Labels Due Next Month / No posting – Print mailing labels for customers whose preventive
          maintenance schedule is due for next month


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                  After selecting the month to process, exclude “No Mail” customers, Y or N; print work
                  description, Y or N. Then enter the printer type: (L)aser or (I)nk Jet. If Laser is selected
                  you are prompted to Use Avery Copier labels #5351 or 5314 (1” x 2 13/16) or equivalent.
                  If Ink Jet is selected you are prompted to Use Avery Ink Jet Labels # 8160 or 8660 (1” x 2
                  5/8”) or equivalent.




                                                Diagram SOE-55




Print Invoice Number Reports

Select Printing, then Invoice Number Reports from the Service Order Entry menu.

          Enter the beginning and ending invoice number range to search for outstanding invoices or
          invoices already entered in Accounting. You can also enter a specific technician number or All.
          The report can be displayed or printed.




                                                Diagram SOE-56




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          NOTE: If an error was made when assigning numbers, such as 5000 instead of 50,000, the report
          could possibly show 5000-49000 as missing. View the report on screen first to alert you to this
          and save printing an erroneous report.

          The List of Outstanding Invoice Numbers will indicate duplicate numbers with an asterisk.

          The Invoice Tracking Report is shown in Diagram SOE-57.




                                              Diagram SOE-57




Print Credit Card Report

Select Printing, then Credit Card Report from the Service Order Entry menu.
Diagram SOE-58 is shown to enter the date range. Click Display or Print.




                                              Diagram SOE-58




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                                   Diagram SOE-59




Print Technician Daily Worksheet


Select Printing, then Technician Daily Worksheet from the Service Order Entry
menu. Diagram SOE-60 is shown to enter the date and to select either All
technicians or a specific technician. Click Display or Print. A sample of the
report is shown in Diagram SOE-61.




                                   Diagram SOE-60




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                                                 Diagram SOE-61




          The Technician‟s Daily Worksheet recaps the job information for the day and functions as a time
          sheet that can be signed by both the technician and the supervisor. The Quick Purchase Order
          number is shown with an asterisk if an amount was not entered. This is considered an “Open
          QPO.” In the Dispatch program also references jobs with a QPO with no dollar amount as
          “Open.”




List of Quick Purchase Orders

Select Printing, List of Quick Purchase Orders from the Service Order Entry
menu. Diagram SOE-62 is shown to select the appropriate criteria.
          Tech #: – Click the drop-down arrow to select a specific technician or press Enter to select All.

          Start and End Date – Date range of Purchase Order issue

          Q.P.O. Vendor Code – Click the drop-down arrow to select a specific vendor or press Enter to
          select All vendors.

          Report Sequence – PO number sequence or alphabetic by vendor

          Open Jobs only – Show only QPOs that do not have a dollar amount, also referred to as an
          “Open QPO.”

          Completed jobs only – Yes or No



Click on the Display button                           or Print button                   .




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                      Diagram SOE-62




                      Diagram SOE-63




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List of Survey Results

Select Printing, List of Survey Results from the Service Order Entry menu.
Diagram SOE-64 is shown. Click on the Display button               or Print button
           .




                                   Diagram SOE-64




                                   Diagram SOE-65




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Quick Purchase Order Vendor List

Select Printing, Quick Purchase Order Vendor List, from the Service Order Entry
menu.

Click on the Display button            or Print button          .




                                   Diagram SOE-66




View Technician‟s Information


Select View Techs‟ Information from the Service Order Entry menu. Diagram
SOE-67 is shown. Click the drop-down arrow and select the technician you wish
to view. Press the Tab key and the personnel data is displayed. See Diagram
SOE-68.




                                   Diagram SOE-67



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                                              Diagram SOE-68




Combine/Delete Customer Names

Select Combine/Delete Names from the Service Order Entry menu
          Duplicate customer records should not be deleted. Instead, use the Combine/Delete feature
          Dispatch Pro will combine the information from two customers into one.


Enter the first 5 characters of the last name of the first customer you wish to
combine/delete. Diagram SOE-70 is displayed. Notice the separate listings for
Baker Construction and Baker Construction 17307. They are the same customer.




                                              Diagram SOE-69




                                              Diagram SOE-70




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Select the first one and Diagram SOE-71 is displayed.




                                     Diagram SOE-71



In the 2nd customer field, enter the first 5 characters of the name again and select
the duplicate.




                                     Diagram SOE-72



The 2nd customer listed has a more complete name, address and phone number.
The 1st customer is missing this information. In this example, the Save/Delete
questions are answered as:

          Save #1, Delete #2 No
          Save #2, Delete #1 Yes



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Complaint Response

          Complaints from your customers can be recorded when entering job information and the
          information can be sent to management



To respond to customer complaints, select Complaint Response and click the
           button and a list is displayed.




                                              Diagram SOE-73




To respond to this complaint, click the Enter Complaint                                button and
enter the invoice number received by this customer.




                                              Diagram SOE-74




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                                 Diagram SOE-75




Additional information can be entered. If you select       Diagram SOE-76 is
displayed. If you answer Yes, the complaint is removed from the list




                                 Diagram SOE-76




If you select Not Resolved          , the complaint will remain on the list.




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Service Order Entry Options
          The Options menu selection displays the Schedule Program Options. See Diagram SOE-77




                                                Diagram SOE-77



              Display Lost Call Selection Y or N – If a work description is not entered on the Service
               Order, the job is NOT created. Dispatch Pro assumes this call is “lost.” To track why the call
               was lost, a reason can be selected from a pre-defined list. The list of reasons is created in
               Miscellaneous File Maintenance.

              Burden Percent to calculate net profit on Service History report. See example in Diagram
               SOE-78.




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                                             Diagram SOE-78




             Customer Search Options – N to search by last name, A to search by address, Z to search
              by Zip Code, W to enter Work Description first.


                        Search by Last Name – Enter up to 5 characters of last name.




                                             Diagram SOE-79




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                  Search by Address – Enter up to 5 digits of the service address.




                                        Diagram SOE-80




                  Search by Zip Code – Enter the 5 digit Zip Code and up to 5 digits of the service
                  address to find the address within a specific Zip Code.




                                        Diagram SOE-81



                  Enter Work Description first – Prompts the customer service representative through
                  the phone call to enter the work description first.

                  When this option is selected, enter a telephone answering prompt as shown in
                  Diagram SOE-82.




                                        Diagram SOE-82




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                  When Enter a New Service Order is selected, Diagram SOE-83 is displayed.




                                        Diagram SOE-83


                  Type of call –   1 Regular Job (see Diagram SOE-84)
                                   2 Personal call, screen returns to main menu
                                   3 Complaint




                                        Diagram SOE-84




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                        What problem are you having? –                  Click this button to select from the
                        Work Description list or to enter the problem in the customer‟s words.

                        What is your Zip Code? – The prompt at the top changes to “What is your Zip
                        Code?” and the cursor moves to the Zip Code field to narrow the search.

                        What is your street number? – The cursor is now at the address field and the
                        prompt has changed. Enter up to 8 digits of the street address and the Service
                        Address Search window is shown to select the existing customer or to enter new
                        customer information.


                                          – Click the Other Searches button to display Diagram SOE-79.

             Source Selection for both new and repeat jobs. Answer Y or N
                       Answer Yes to select the source of every call. Answer No to select the source
                       only if the customer is new.

             If above selection = N, assign source as Residential or Commercial repeat OR assign
              source to be same as original customer.
                        If you wish to select the source for new customers only, answer Yes to assign
                        this call as either Residential Repeat or Commercial Repeat.

                        If you wish to select the source for new customers only, answer No to retain the
                        customer‟s original source code.

             Choice of source selection from customer set-up screen or from Service Order Detail Entry
              screen. Answer Y or N.
                        Answer Yes to select the source code from the customer set-up screen. Answer
                        No to select the source code from the Service Order Entry Detail screen.

             Primary search option when entering sources. Answer A to search by ad number or P to
              search by Yellow Page number.




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                                               Dispatch

In this section we will cover the following:

          The Dispatch Command Center
          Dispatching technicians to job sites
          How to manage technicians‟ daily, weekly and future schedules
          Automatic and manual paging
          Quick Purchase Orders


Dispatch Command Center




                                                 Diagram D-1

          The Dispatch Command Center is one of the most informative windows in Dispatch Pro.

          The Command Center tracks all technicians - where the technician is located, their current status
          and length of time at that status.

          Each status is color-coded as follows:
                  Dispatched – Yellow letters on black background
                  Arrived – Black letters on yellow background
                  Available – White letters on green background

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                                              Window description


                               Click this button to view Customer Notes or Private Mail sent to the person
          who signed on Dispatch.

          Enter Tech

              Enter tech # to display or left-mouse click on the technician‟s button,  and the
               Technician‟s Weekly Schedule window is shown. – See Step 1
                                  or „A‟ for Available Only – See Step 2
                                       or „D‟ to change Duty Status – See Step 2
                                 or „P‟ for Pager Message (Manual Paging) – See Step 4
                              or „Q‟ for Quick PO – See Step 5
                    or „X‟ to Exit from the Dispatch program
                       Equipment Tracking – See Step 6
                         Manager‟s Inquiry – See Step 7

          Today‟s jobs – center of window

              Technician type, number and initials. Optionally, the truck number can be displayed. See
               Step 8.
              5-digit duty status description
              Current job status (St - dispatched, arrived, completed or pended)
              Territory area where the technician is located (Ar). For example, NC for North County.
              Zip Code for the job or Town Abbreviation as entered in the Zip Code database.
              Customer name for the current job.
              Time/Elapsed – Time elapsed for the current status.

               The hour is color coded as follows:

                  Dispatched status for over 1 hour – Red numbers on black background
                  Dispatched status for over 2 hours – Black letters on red background

                  Arrived status for over 31 minutes – Estimated time of completion policy (the technician
                  is to call the shop 30 minutes after arrival to report an estimated time of completion). The
                  elapsed time displays red letters on yellow background. When the technician reports in,
                  press the letter E (Estimated time completed) on the Technician‟s Weekly Schedule and
                  the elapsed time will turn black. This alerts your dispatchers that technicians have called
                  in and those who have not. (The E is a toggle key, touch once to turn off, and touch
                  again to turn back on.) It is also suggested that you use the “Block Out” feature to
                  indicate how long the technician will be unavailable.

                  Arrived status for over 5 hours – Red numbers on yellow background

              Next Scheduled – If the technician has a job scheduled, area of the city (optional), Zip Code
               and time shown. If more than one job is scheduled the number is shown to the left of the
               Zip Code. The hour is color coded as follows:

                  Schedule time over 1 hour from now – White letters on blue background
                  Schedule time 31-60 minutes from now – Black letters on yellow background
                  Schedule time 0-30 minutes from now – White letters on red background


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                  Schedule time has past – Black letters on red background
          Activity area – left-middle side of the window – See details in Step 8.

              Number of New Jobs set up today
              Number of Completed jobs for the day
              Number of Total $ that have been reported on completed jobs (if authorized to view)
              Number of Open calls for today and older.
              Number of Scheduled jobs, for today and in the future.
              Number of Pending jobs
              Number of Estimates. Review estimates frequently and delete the estimate if it is lost or
               coded as “sold.” They cause different results on the month-to-date Technicians Report for
               the “success rate” percentage.
              Number of Cancelled jobs.
              Tech Totals - This week‟s Completion dollars for each technician by day and the
               technician‟s totals for last week.

          Open Service Orders – Unscheduled jobs in “promised time” sequence

               Service Name
                 If commercial or residential customer and they have an active service agreement and/or
                 credit, the name is shown in all upper case. Otherwise the name is in both upper and
                 lower case.

               Preferred Technician‟s number or Special Instructions, with Pay Type codes if entered in
                the Schedule program / Service Order Entry.
                  For example, technician 001 is the preferred technician:
                           R – Recall displays as R001
                           B – Barter displays as B001
                           P – Possible Recall displays as P001
                  If preferred technician not entered the Pay Type will display as follows:
                           R – Recall displays as R/C
                           P – Possible Recall displays as PR/C
                           B – Barter does not display

                  If the Pay Type is 1-5 and an abbreviation is entered in the 3-digit Special Instructions
                  field, the abbreviation is shown – i.e. JET

              Service Address, City
              Area of the city (AR) and Zip Code
                st
              1 5 digits of the work description (DESC)
              Telephone
              Promised time – E is shown for exact time, W for window of time
              Map code – if it hasn‟t been entered, an N is displayed if you are using this option
              Number of times service has been delayed, if applicable

               The Open Service Orders are color-coded as follows:

                  Promised time within window – Black letters on gray background
                  Promised time within 60 minutes – Black letters on yellow background
                  Promised time within 30 minutes – White letters on orange background
                  Promised time has past – Black letters on red background




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Step 1 – Technician‟s Weekly Schedule

At the Dispatch Command Center window, enter the technician‟s number you
wish to schedule or dispatch to a job site. The Technician‟s Weekly Schedule
window is displayed. Enter the appropriate code or Right-mouse click on the Zip
Code to display a window of the most common selections.




                                  Diagram D-2


          The Technician‟s Weekly Schedule is used for dispatching, recording arrival at the job, pending
          the job, completing the job, rescheduling the job (if necessary) and other miscellaneous functions.

          The window shows the technician‟s entire weekly schedule. There is a corresponding window for
          the previous week (     ) and for the next seven weeks (    ). The Zip Code of each job is
          color-coded as follows:

                  Scheduled jobs – White letters on blue
                  Dispatched jobs – Yellow letters on black
                  Arrived jobs – Black letters on yellow
                  Pended jobs – White letters on red
                  Completed jobs – White letters on green




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          The window shown in Diagram D-2 is used to control jobs between 6:00 A.M. and 4:00 P.M. in
          thirty-minute increments. An additional window can be displayed,       - PM Schedule, which
          is used to control jobs between 4:30 P.M. and 5:30 A.M.

          A prompt showing the key used to control each function, including navigation between windows,
          is shown at the bottom of the screen.

          Enter the letter corresponding to the status you wish to occur or press the function key to obtain
          the desired result. See detailed descriptions below.

              (B)lock Out – Diagram D-2 shows that the technician will not be working on Saturday
               between 7:00 AM and 2:30 PM. His time has been “blocked out.”

              (U)nblock – Remove blocked out time.

              (D)ispatch –Record the dispatch time. If automatic paging is set up, the paging window is
               shown. See a sample in Diagram D-11 later in this section.

               An option can be set that will display a window to enter the invoice number the technician
               intends to use for this job. If the technician cannot provide the number the Dispatcher
               should enter the number 1. When the job is completed, a message is displayed to alert the
               Dispatcher to “please check the invoice number.” The correct invoice number can be
               entered at that time.

              (A)rrival – This is not required, but recording the arrival will calculate amount of time spent
               on the job.

              (E)st Comp – Estimated time of completion policy (the technician is to call the shop 30
               minutes after arrival to report an estimated time of completion). The elapsed time displays
               red letters on yellow background on the Command Center. When the technician reports in,
               press the letter E (Estimated time completed) on the Technician‟s Weekly Schedule and the
               elapsed time will turn black. This alerts your dispatchers that technicians have called in and
               those who have not. (The E is a toggle key, touch once to turn off, and touch again to turn
               back on.) It is also suggested that you use the “Block Out” feature to indicate how long the
               technician will be unavailable

              (C)omplete – Record the completion time. Diagram D-3 appears to allow entry of the
               invoice number, type of payment, amount and description if estimate is entered. If an
               invoice number is entered that is assigned to a different technician, a warning is displayed.

               Warning.. Invoice 50042 is assigned to 003…press any key.




                                                  Diagram D-3




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                                              Diagram D-4


           When you complete a job that was paid by credit card (Type code 3) Diagram D-4 is shown
           to enter the credit card number. Dispatch Pro will verify that it is a valid number. The
           expiration date is entered; the invoice amount is displayed and can be changed if
           necessary. Enter the Authorization number that you received and click the Save This
           button. If you do not want to enter this information, click the Delete This button.

           The credit card information is retained and can be printed in the Schedule program.


           There is an option to save the customer‟s credit card number in the Contact field of the
           Customer Master record can, if desired. When you complete a job with Pay Type 3, the
           Credit Card Information window is displayed. After saving this information you are asked
           the question, “Do you want to save card # and expiration date permanently? (Y or N.)” The
           data will be saved when you answer yes. If the credit card information was saved
           previously (in the Schedule program) the number and expiration date will be shown.


           Job tasks numbers can be entered at job completion, if desired. Press the F11 key at the
           Completion Information window to turn on the full tasking feature. (Press F11 to turn it off).
           To make this a permanent option, see Dispatch Program Options later in this section.

           Enter the appropriate task number and make changes, if necessary. Press the F2 key to
           update the information. See Diagram D-5.




                                              Diagram D-5


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             (P)end – If the technician doesn‟t complete the job after arrival (shortage of parts, time) and
              will return at a later time, the job should be “pended.” When a technician returns to the job
              site, enter R (reschedule) beside the pended Zip Code, move the cursor to the new time
              slot and enter D to dispatch (or S to schedule).

              Enter the reason the call is pended. The estimated date of completion and the estimated
              dollars can also be entered.




                                                 Diagram D-6

              Pended calls can also be rescheduled by entering P instead of O for all Open Calls. Select
              all technicians or a specific technician and All previously pended calls are displayed for
              selection.


             (R)eschedule – Move a scheduled or dispatched job to a different time, a different
              technician, or return it to open status, by entering an “R” to first reschedule the job, and then
              an “S” to schedule it or an “X” to return it to an “open” status.

             (T)ime Entry – Enter dispatched, arrival, pended and completed dates and times if the
              entries were not made during normal working hours. These entries should be made early
              the following morning before the daily reports are produced. (See Diagram D-7). Cancel
              an existing scheduled, dispatched or arrived job by clicking the Cancel Job button. A list of
              cancellation reasons appears for selection if the Cancel Job button is selected.




                                                 Diagram D-7

              NOTE – If you use a Time Entry on an already-invoiced job a warning message is displayed
              showing the batch date.

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             Cancel Reschedule (X or R) – Return a scheduled job back to open status. Enter an “R”
              to re-schedule, and then an “X” to return to the open status.

             (O)pen – Displays an Open Service Order window which shows all “open orders” in date
              and promised-time sequence. The full description of the jobs will appear at the bottom of
              the screen. The dispatcher uses this window to decide which job to assign to the technician.
              Position the cursor on the desired job and press Enter. You are returned to the
              Technician‟s Weekly Schedule window. Move the cursor next to the desired time, press the
              letter “S” to schedule the job, or press the letter “D” to schedule and dispatch the job.




                                                 Diagram D-8



                      Click the Area button to view the Open Jobs promised today and in the past only in
              Area, City & Date/Time sequence. The Area is a 2-digit alpha/numeric code entered for
              each Zip Code. See Accounting, Miscellaneous File Maintenance.


                      Click the Time button to return the view to Open Jobs in promised time sequence.

                      Click the All button to display all open jobs, even those with a future promised date.

              NOTE: The option, „P‟ to reserve this job while you call the customer locks the
              customer record so another dispatcher cannot schedule that customer. Press the Esc key
              to exit the window and the message, “Press Y to record a delay otherwise press Enter.”

              TIP: Notice that the Last Job Zip Code and address are shown on the Title Bar. When
              deciding which open job to assign to this technician, it may be helpful to know the part of
              town he is currently in.

             (1) Page – Send a page for a job scheduled today or later.

             (2) Off Duty – Mark the hours as “Blocked”



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             (Q)uick P.O. – A Quick Purchase Order can be created or changed for any job. See Step 5.

             (S)chedule – Schedule the job and enter the date, time and technician into the service
              order database.

             (M)ore Techs – Schedule another technician to this job. A prompt is displayed:

                Set up a new job number for next tech selected? (Y or N)

                If you press Y (yes), the following is displayed:

                A new job number will be set up…are you sure you want to do this? (Y or N)

              Whether you answer yes or no, you are then prompted to:
               Select another tech & press „S‟ to schedule or „D‟ to dispatch

             (N)otes – Enter notes for the selected technician.

             (H) Chore – The selected technician has been assigned a “chore” that is not related to a
              specific job but the hours are payable and should be tracked. After selecting the chore from
              a list, choose to only schedule the chore or schedule & arrive.




                                                 Diagram D-9



                       – PM Schedule – Show the Night Shift window for the selected technician (or
              return to the Day Shift window if you are on the Night Shift window).

             F4 - Call Ticket – An individual Call Ticket may be created for any job by positioning the
              cursor to the left of the job Zip Code.

             F5 - Print Schedule – Print the technician‟s daily schedule.

                       – Toggle back and forth between weeks. The previous week‟s data and future
              seven weeks may be viewed (and blocked, unblocked or scheduled).




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Step 2 – Display Available Technicians Only / Duty Status

          Duty Status is used to specify which technicians currently are or are not available and to view
          those technicians in various ways on the Dispatch Command Center. The Available Only and the
          Available/Success options work in conjunction with the Duty Status.


          Method 1 – Remove the technician‟s number and initials from the Command Center
          window.

              Enter the letter “D” in the Technician # field and press Enter or Tab. Select the technician
               from the drop-down list, and then select the appropriate status. Enter up to a 5-digit
               description. See Diagram D-9.




                                                 Diagram D-9

          Method 2 – Continue to show the number but display a 5-digit message.


              Enter the letter “D” in the Technician # field and press Enter or Tab. Select the technician
               from the drop-down list, and then select the On Duty status. Enter up to a 5-digit
               description to display on the Command Center, such as OFF or VACA. See example in
               Diagram D-10.




                                                 Diagram D-10




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          Method 3 – Highlight the technician in green to indicate availability.

               Enter the letter “D” in the Technician # field and press Enter or Tab. Select the technician
                from the drop-down list. Select Available and the current time is shown. Press Enter to
                accept the current time or enter a time in the past. (See Diagram D-11.) Click the
                button to exit from the Duty window and the technician is highlighted in green. The Elapsed
                time will alert you to the amount of time the technician has been available. The green
                highlight is changed when the technician is dispatched to a job. You can manually remove
                the green highlight by returning to the Duty Status, enter Y (on duty) and press Enter.




                                                 Diagram D-11




                                                 Diagram D-12

               To display only the available technicians, enter the letter “A” from the Command Center.
                All other technicians are removed from the window. The technicians are displayed in the
                order of who has been available the longest period of time.

                Press the Esc key to return to the normal view.

             To display the technician‟s Success Ratio in addition to the time available, enter the letter “S”
              from the Command Center.




                                                 Diagram D-13




           IMPORTANT NOTE - The success ratio percentages are obtained and stored when
          you run the Big Board Report for a complete month (i.e. 09/01/02 thru 09/30/02). This must be
          done before the percentages will display.




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Step 3 – Automatic Paging - Optional

          If Automatic Paging has been installed, Diagram D-14 is displayed when the technician is
          dispatched from the Technician‟s Weekly Schedule window.




                                                Diagram D-14



          The light-blue area informs you what message will be paged. If you wish to change the page,
          move to the white area and make the change. Press the Enter key and enter (Y)es to send the
          page now. Enter (N)o to bypass the page.

          This same procedure can be used to send the page again. When you enter D to the left of the
          Zip Code on the Technician‟s Weekly Schedule window you will see “This job has already been
          dispatched. Press „Y‟ to page again otherwise press Enter.”

          Information that can optionally be paged:
              The job number is always the first information sent
              Customer Type (R, C or W), Source Code and how they intend to pay
              Indicate if Service Agreement is still in effect
              City initials rather than full name
              Cross street name
              Map Code
              Telephone number
              Comments
              Full name of the customer if residential
              Bill-to name if different from Service name
              Sales tax rate percentage
              Work description




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Step 4 – Manual Page

          To send a manual page to one or more technicians, enter “P” from the Dispatch Command
          Center and Diagram D-15 is displayed.

          Type the message you wish to send and double-click each recipient. Press the Esc key when
          finished.




                                               Diagram D-15

          Common messages can be created when the same page is sent repeatedly. Click the Edit

          Messages button.                Diagram D-16 is displayed. You can enter up to 5 separate
          messages that are shown on the Selective Paging window.




                                               Diagram D-16



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          To send a common message, click the option button to the left of the message on the Selective
          Paging window. The message will appear in the dark-blue area. Double-click the option button
          for Send to all and the page will be sent to all technicians. A notice appears in the upper-right
          corner – Sending messages 1 second apart to avoid duplication. You may also select only
          specific technicians to receive the page.

Step 5 – Quick Purchase Order

          When your technicians are in the field and need to purchase parts or supplies, a “Quick PO” can
          be created to help you track costs. A Purchase Order can be added to a job that has a status of
          Scheduled, Arrived, Dispatched, Pended or Completed. Because all Quick Purchase Orders
          entered for a job become part of the invoice, once the job has been entered in Service Invoicing
          you can no longer access the QPO.


              If the Purchase Order is assigned to the technician (Shop) enter the letter Q on the
               Command Center window and then enter the technician‟s number.

              If the Purchase Order is assigned to a job, enter the letter Q on the Technician‟s Weekly
               Schedule window to the left of the job‟s Zip Code. Diagram D-17 is displayed.




                                                 Diagram D-17



          Answer the question Yes; Enter a New Purchase Order and Diagram D-18 is displayed.




                                                 Diagram D-18



          You define the 4-digit Vendor Code. The first time the program is used there will be “no entries
          found” as the message in the upper-right corner.




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                                                  Diagram D-19



          Click the Add/Chg Vendor button, double click on NEW and Diagram D-20 is displayed.




                                                Diagram D-20

          Use a 4-digit vendor code that is easy for you to remember. Complete the name and address
          fields. Select a Vendor Type: Subcontractor, Material, Equipment, Labor or Other. The Mark-up
          % applies to all Purchase Orders for this vendor. Click the Save This button. Diagram D-21 is
          displayed.



                  *** IMPORTANT NOTE – Before adding new mark-up percentages for your
                  vendors, you must add the new task in the Master Task database. For example, if your
                  QPO task number is now U4099 and you wish to have vendors with a 25% and 35%
                  markup in addition to the 40%, you must add task number U2599 and U3599.

                  If you do not add the tasks before making changes in Vendor Maintenance, the message
                  “Invalid percent entered. Task U3599 is not in Master Task database.” is displayed.
                  ***

          Enter the code for the new vendor you just set up. Diagram D-22 is displayed to select the
          vendor.




                                                Diagram D-21



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          After you create your first vendor, this Quick Purchase Order Vendor Name Search will always
          display to select the one you wish.

          Press Enter to select the vendor. Diagram D-22 is displayed.




                                                 Diagram D-22



              Qty – Enter the quantity you wish to appear on the Purchase Order form and on the invoice.
               The quantity is not used for calculations.

              Description – Enter the description of the purchase to print on the Purchase Order Form
               and the invoice.

              Cost – Enter the cost of the item(s). An optional field can be displayed to enter the retail
               amount, if desired. Contact Dispatch Pro personnel to have this field added.

               If the cost is unknown it can be added later by accessing the QPO and making a change.
               (See Diagram D-23) If the cost is left blank, “Open QPO” is shown on the Dispatch
               Completion window when the job is completed.



                     – When you click the Save This button a reminder message is displayed to print the

          Purchase Order. This is the only opportunity to print the Purchase Order. Click on the
          button and the Purchase Order Form is printed immediately.


                       – Delete this Purchase Order.




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                                                Diagram D-23



          NOTE: When the Quick Purchase Order has been entered, you will see QPO on this customer‟s
          job information window in the Dispatch program as shown above.


          If changes need to be made to the original purchase order or if another purchase order needs to
          be added to the same job, simply enter the letter Q at the Technician‟s Weekly Schedule window
          as you did initially. Diagram D-24 is displayed.




                                                Diagram D-24



          To change the existing purchase order, answer the question “Add or Change Purchase Order?
          with the letter C and enter the PO number. Continue to make the necessary changes.

          If you need to add another PO, answer the question with the letter A and Diagram D-25 is
          displayed to enter the new purchase order information. A new Purchase Order number is
          assigned automatically.




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                                                Diagram D-25



          QPO vendors can be edited or deleted. Here‟s how:

          Enter the letter Q at the Command Center screen and enter the Shop Tech number. (You can
          use any tech number for the purpose of editing or deleting vendors). Select Add a Purchase
          Order.




                                                Diagram D-26

          Instead of entering a Vendor Code, simply press the Enter key and all your QPO Vendors are
          displayed. Find the Vendor Code of the vendor you wish to change.



          Click on the                 button at the bottom of the screen. The Vendor Maintenance
          screen is displayed as shown in Diagram D-27.




                                                Diagram D-27

          Now double-click the Vendor Code that you wish to edit or delete. The Vendor you selected is
          displayed. See an example in Diagram D-28. The information can be changed or the Vendor
          can be deleted.




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                                        Diagram D-28




           *** IMPORTANT NOTE – Before adding new mark-up percentages for your
           vendors, you must add the new task in the Master Task database. For example, if your
           QPO task number is now U4001 and you wish to have vendors with a 25% and 35%
           markup in addition to the 40%, you must add task number U2501 and U3501.

           If you do not add the tasks before making changes in Vendor Maintenance, the message
           “Invalid percent entered. Task U3501 is not in Master Task database.” is displayed.


           NOTE: QPO Vendors can also be edited in the Accounting program, Miscellaneous File
           Maintenance.




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Step 6 – Equipment Tracking

          Tracking the use of your major equipment can be accomplished using the Equipment button
                  on the dispatch Commend Center. Select Maintain Equipment File to set up the
          equipment to track. The first two selections allow you to check out the equipment to a specific
          technician and to check it back in. The Equipment Status List shows who has the equipment, for
          which job and when it was checked out. The list can be viewed on screen or printed.




                                                Diagram D-29




Check Out Equipment to Technician


          Select the Technician from the drop-down list as shown in Diagram D-30.




                                                Diagram D-30




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          The Equipment Check-Out window is shown to select the equipment. Enter the Equipment Code
          or double-click on the item. Today‟s date and current time are listed and can be changed, if
          desired. Enter a specific job number or press Esc to enter more equipment. See Diagram D-31.




                                               Diagram D-31



          The Equipment Check-Out Sheet is displayed and should be printed for the technician‟s
          signature.




                                               Diagram D-32




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Check Equipment In From Technician

          To check the equipment in, select the technician from the drop-down list. Only the equipment
          checked-out to this technician is shown. See Diagram D-33.




                                                Diagram D-33



          A sample of the Equipment History (Diagram D-34), Equipment List (Diagram D-35) and
          Equipment Status List (Diagram D-36) are shown below.




                                                Diagram D-34




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           Diagram D-35




           Diagram D-36




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Step 7 – Manager‟s Inquiry

          The Manager‟s Inquiry button                displays a menu of report options to more easily view
          and/or print selected reports. Additional information is available for Today, This Week, Last
          Week, This Month and Last Month. The company‟s Aged Accounts Receivable dollars and
          percentages are shown at the bottom of the screen. Click on the button to display a menu of
          selected reports as shown in Diagram D-37.




                                                 Diagram D-37




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Step 8 – Other Dispatch Features


Dispatch Program Options


          Dispatch Pro has numerous options that can be changed at your discretion. From the
          Command Center press the F11 key and Diagram D-38 is displayed.




                                                Diagram D-38


              Require job to be pended or completed before assigning technician to another job. Y
               or N

                 If this option is yes, and previous jobs are not completed or pended, and the dispatcher
                 attempts to dispatch another job, this message is shown:

                 “Last job for tech not pended or completed...can‟t dispatch again”


              Require entry of invoice number when job is dispatched. Y or N. If “Y”, show
               outstanding #s for tech when job is dispatched. Y or N.

               A window similar to Diagram D-39 is shown to enter the invoice number in advance.
               Outstanding invoice numbers can also be shown. Additional accountability for all invoices
               is given back to the technician.




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                                               Diagram D-39



             Ask Dispatcher if customer has been called. Y or N
              A window similar to Diagram D-40 is shown to remind the Dispatcher to contact the
              customer with the question; “Has the customer been notified of technician‟s arrival time?”
              If the answer is no, a second question is posed: Do you want to dispatch technician
              anyway?




                                               Diagram D-40




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             Show truck number instead of technician on Command Center screen. Y or N

              Truck Number                                               Technician Type




                         Diagram D-41                                                    Diagram D-42


             Display preference on technician schedule screen. Y to show Job Number; A to
              show invoice amount; N to show Zip Code.

                 Zip Code                        Job Number                      Invoice Amount



               Diagram D-43                      Diagram D-44                    Diagram D-45

             Special color on technician schedule screen if job is billed. Show billed jobs in black
              on green instead of white on green. Y or N


             Require description (or comments) when completing job. Y or N

              When the job is completed, the Invoice amount is zero and the type is an E, Estimate, the
              Description field must be completed.


             Day of week to start time sheet. Enter the number that represents your payroll start day
              and Weekly or Bi-weekly in the Payroll frequency field.


             Payroll frequency. Enter (W)eekly or (B)i-weekly.


             Allow only technician-assigned invoice # when dispatching/completing job. Y or N

              If you answer Yes, you cannot dispatch or complete a job unless the invoice number
              matches numbers previously assigned to the technician. The following are examples of the
              messages shown:

                 Invoice 35141 is assigned to 209. It may not be used for this tech….press any key.

                 Invalid invoice # entered…it has not been assigned.


             Enter tasks used when completing job. Y or N


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              Task information can be entered at completion time similar to Service Invoicing. This option
              is not available for Inventory users.




                                               Diagram D-46


             Highest tech number to use when sending pager message to “ALL” techs

              Assigning technician numbers to your office personnel, using higher numbers, allows you to
              send manual pages to these individuals. You can then eliminate them from group
              messages by enter the highest number of your field technicians here.


             Add telephone number to paging message after ____ P.M.

              Including the customer‟s telephone number on the pager message is optional but you may
              wish to send the number for evening jobs. If so, enter the time after which you wish the
              telephone number to be included.


             Request technician to call in estimated completion time __ minutes after arrival at
              job.


             Enter truck odometer reading when dispatched. Y or N


             Show „Repeat‟ customers in Upper Case when displaying „Open Calls.‟ Y or N


             Print report for techs with incomplete job automatically upon first sign-on to system.
              Y or N



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Command Center Activity

          Click on any line on the left side of the window to print or display up-to-the-minute information.


New Jobs – New jobs set up today


          Accept today‟s date or changed to the desired date.




                  Diagram D-47




                                                                              Diagram D-48

              Service Name and address

              Work Description – Description entered when call was logged in.

              Init – Initials of the person who took the call.

              Time – Time of day the call was taken

              Tech – Technician assigned to the job

              S – Current Status of the job;
                         A – Arrived
                         C – Complete
                         D – Dispatched
                         P – Pended

               Press the F3 key to print the entire Log-in Report.




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Completed – Jobs completed today


Enter the desired technician‟s number or press Enter for All technicians. Enter the date of the jobs to
review. You can narrow your search for completed jobs to the specific technician types, such as Plumber
or Drain Cleaners. This is the type you set up for each technician. If you do not wish to narrow the
search, leave the Job Type field blank.




                                               Diagram D-49




                                               Diagram D-50


             Service Name and address

             Work Description – Description entered when call was logged in.

             Tech – Technician who completed the job

             Time – Time job completed

             $ – Amount of the invoice

             EST$ – Amount of the estimate, if applicable

              Press the F3 key to print the entire Completed Report

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Open Calls


          View all Open Jobs (Promised Date for today, in the past and future jobs) in date/time sequence.
          Position the cursor on the desired name to see the full description of the job.




                                                 Diagram D-51


              Service Name and address

              Description – Description entered when call was logged in.

              Telephone

              Promised –Date and time promised to the customer

              Number of delays recorded


          Open Jobs for Residential customers displays the names and addresses in upper and lower
          case. If the Residential customers also have a Service Agreement, the names and addresses
          are displayed in all capital letters.

          Open Jobs for Commercial customers displays the names and addresses in upper and lower
          case. If the Commercial customers COD fields are coded with a Y (collect payment when the job
          is complete), the names and addresses are displayed in all capital letters.

          Preferred Technician‟s number or Special Instructions are shown to the right of the Service Name
          along with the Pay Type codes if entered in the Schedule program / Service Order Entry. (See
          additional details in the Schedule section.)

          For example, technician 001 is the preferred technician:
                 R – Recall displays as R001
                 B – Barter displays as B001
                 P – Possible Recall displays as P001


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          If you do not enter a preferred technician the Pay Type will display as follows:
                   R – Recall displays as R/C
                   P – Possible Recall displays as PR/C
                   B – Barter does not display

          If you enter Pay Type 1-5 and the 3-digit alphanumeric Special Instructions:
                   The code that you enter displays – i.e. JET

          The Promised Date and Time may be changed or the Delay counter advanced. Click on the
          desired Open Service Order and Diagram D-52 is shown.




                                                  Diagram D-52



          A first-time delay can be recorded or you can advance the delay counter, record that the
          customer is “Home” or do not record a delay. The number of delays or the letter H will appear on
          the Open Calls window in the far-right column.

          Pay Type can be entered or changed here.

          After Hours – If service will be done after normal closing hours, enter a Y. The promised time is
          changed to “After Hours” as shown in Diagram D-53. This Open Call will not appear on the
          Command Center Open Calls.




                                                  Diagram D-53



          Press the F3 key to print the list of Open Service Orders The list can be printed for All Open Calls
          or only those promised Today and Older.



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          Press the F4 key to print a Call Ticket for the selected customer



                  Click the Area button to view the Open Jobs promised today and in the past only in Area,
          City & Date/Time sequence. The Area is a 2-digit alpha/numeric code entered for each Zip Code.
          See Accounting, Miscellaneous File Maintenance.


                  Click the Time button to return the view to all Open Jobs



                   Click the Cancel button to cancel the job. A list of cancellation reasons is displayed for
          selection.




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Scheduled – Jobs for today and in the future


          Jobs scheduled by the Preventive Maintenance system have the characters “*CPM*” displayed to
          the far right of the line for the job.

          Enter the desired technician‟s number or press Enter for All technicians. Enter the range of dates
          you wish to view.




                                                 Diagram D-54



          Select the sort sequence desired, Date/Time or Alphabetic.




                                                 Diagram D-55




                                                 Diagram D-56



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              Service Name and address

              Tech – Technician scheduled on this job

              Date & Time – Scheduled time

              Work Description – Description entered when call was logged in.

               Press the F3 key to print the entire Scheduled Report.


Pending – Jobs in a pended status


          Enter the desired technician‟s number or press Enter for All technicians.




                                                 Diagram D-57




                                                 Diagram D-58



              Service Name and address

              Tech – Technician on this job

              Date – Date job was pended




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              Reason – Reason why the job was pended.

          Position the cursor on the desired job and press Enter to record a cancellation reason. Select the
          appropriate reason from the list.


          Press the F3 key to print the Pending Report.




Estimates – Jobs coded as estimates


          Review estimates frequently and delete the estimate if it is lost or coded as “sold.” They cause
          different results on the month-to-date Technicians Report for the “success rate” percentage.


          Select the desired technician or press Enter for All technicians.




                                                  Diagram D-59


          Select the listing sequence, alphabetic or in date/time order.




                                                  Diagram D-60




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                                                Diagram D-61
              Service Name and address

              Telephone

              Tech – Technician on this job

              Date – Date of estimate

              Amount – Estimate amount

              Work to be performed – Description of the job estimated

          Each line is color-coded as follows:
                  Current Estimates – Black letters on gray
                  Estimates 1 day old – Black letters on yellow
                  Estimates 2 days old – Black letters on orange
                  Estimates 3 days and older – Black letters on red

          Press the F3 key to print the Estimate Report. You have a choice to print the work to be
          performed and to print a separate page for each technician.




                                                Diagram D-62




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          If you wish to mark as “sold” or to delete the job, click on the appropriate line. If the estimate has
          been “sold,” answer Yes and the estimate is deleted.

          If you answer No, Diagram D-64 is displayed to delete it. A Yes answer will leave the job listed
          as an estimate.




                  Diagram D-63                                                Diagram D-64




Cancelled

          When Cancelled calls are selected from the Dispatch Command Center, a drop-down selection
          allows you to select a specific CSR or all CSRs. Next, select the time frame for reviewing the
          cancelled jobs as shown in Diagram D-65.




                                                   Diagram D-65

          The cancelled jobs are displayed in alphabetic order by customer name. When you press F3 to
          print the report you can select the List as shown on the screen or print a Cancellation Analysis.
          The Analysis shows each Customer Service Representative and how many jobs have been
          cancelled by each cancellation reason. A Cancellation Analysis Recap is printed also.




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                                                  Diagram D-66




                                                  Diagram D-67

          Highlight the appropriate line then press Enter to delete the job or return it to Open Service
          Orders. (Un-Cancel)




                                                  Diagram D-68


Tech Totals


          Daily sales totals can be shown for the technicians by day for the current week with an
          accumulated total for this week and last week. You will also see the number of log-ins displayed
          at the top of the screen. When viewing the Daily Technicians‟ Totals, the window is “refreshed”
          every 5 minutes.

          Each technician‟s name is color-coded based on their current status:



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                   Dispatched jobs – Yellow letters on black
                   Arrived jobs – Black letters on yellow
                   Completed jobs – White letters on green

          The Pace amount is calculated based on the average daily sales amount for the number of days
          worked to-date:

                  Total sales x 5 (estimated work days per week) divided by the number of days
                  actually worked this week. In the sample below, technician 007 has a weekly total
                  of $2378 x 5 = $11,890 / 3 = $3963. But technician 001 has only worked 2 days this
                  week. His pace is calculated as $834 weekly total x 5 = $4170 / 2 = $2085.

          Press the F3 key to print the Daily Technicians‟ Totals report.


          At the beginning of each new week, the Daily Technicians‟ Totals report will automatically print
          last week‟s totals when the first person logs in that day.




                                                  Diagram D-69




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Frequently Asked Questions

How do I cancel a job?


If the job is scheduled, dispatched or technician has arrived:

     Go to the appropriate technician and job on the Dispatch Program.
     Enter “T” for the time record.

     Click the Cancel Job button.
     Select the appropriate cancellation reason. Changes to the cancellation reasons are done in the
      Miscellaneous File Maintenance section of the Accounting program.


If the job is not scheduled (open):

     Click on Open Calls from the Activity area of the Dispatch Command Center.
     Select the job you wish to cancel and press Enter. The Cancel button is available from the
      Promised Date and Time window.
     Select the appropriate cancellation reason.

          Or…

     Find job through “Search for Open Job Orders” on the Schedule Program.

     Click on “Cancel” button           in lower right corner of Service Order Entry window.
     Select the appropriate cancellation reason.


If the job has been pended:

     Click on Pending calls from the Activity area of the Dispatch Command Center.
     Enter the technician number or All
     Select the job you wish to cancel and then select the appropriate cancellation reason.




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How do I “un-cancel” a job?


The Activity Area of the Dispatch Command Center shows the number of Cancelled jobs. Click on this
line and select either the specific technician or All. Then select the time period to display the cancelled
jobs.




Select the job you wish to “un-cancel” or delete. Then enter “Y” or “N” to delete or un-cancel the job.




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                                             Accounting

          The Accounting Program is divided into 4 different menu bar selections:


          Accounts Receivable – All functions relating to the accounts receivable department; entering
          invoice data and printing related reports; recording payments; computing interest; printing A/R
          reports and service history.


                  Accounts Payable – Not available with Dispatch Pro Lite

                  Financial System – Not available with Dispatch Pro Lite


          Miscellaneous File Maintenance – Create and maintain all databases such as customers,
          users, technicians, and work descriptions.


          Miscellaneous File Reports – Print database information, customer labels, and database
          analysis reports


          Options




              Separate cash and checks on Sales Journal for entries to General Ledger. Answer Y or N

              General Ledger account number for separate credit card entries to General Ledger. Enter
               the account number for posting credit card sales.

              Separate Master Card on sales journal for entries to General Ledger. Answer Y or N



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              Separate American Express on sales journal for entries to General Ledger. Answer Y or N

              Separate Discover Card on sales journal for entries to General Ledger. Answer Y or N


          QuickBooks Export File options

          See Miscellaneous File Maintenance/GL Chart of Accounts Maintenance for additional
          information.

              Enable this feature. Answer Y or N

              Separate entries for Residential /Commercial sales. Answer Y or N

              Separate entries for each sales category. Answer Y or N

              Separate entries for each credit card sale. Answer Y or N




                            Accounts Receivable Invoicing

In this section we will cover the following:
          Creating totals to balance the daily invoice batch
          Entering the invoice data
          Printing the Sales Journal to balance
          Printing invoices and trial balance
          Viewing service history




Introduction to Dispatch Pro Flat - Rate Invoicing
          Integrated with Scheduling & Dispatch – All information captured in the Scheduling/Dispatch
          System will be automatically brought forward into the Invoicing System. This is accomplished by
          entering the job number, which was assigned by the Schedule program as the job was set up. It
          is important to make sure that the technician writes this number on the invoice. It is possible,
          however, to change some of the customer and job information brought forward by clicking on the
          appropriate button to display a maintenance window.




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                                                 Diagram SI-1

    The Invoicing Program is used for the following:

          1.   Enter Job Data for Invoices – Enter dollar information and work description from the
               invoice. See Step 5.

          2.   Print Invoices –You can print an invoice for each job entered, or as a preset option, only
               print those invoices that were not paid in full. See Step 10.

          3.   Print Sales Journal/Post to G/L – After entering a batch of invoices, a sales journal must
               be printed. This is a one-line recap of invoices processed, showing entries to the General
               Ledger and must be kept for audit/tax purposes. See Step 8.

          4.   Print Deposit Slip – Payments received for each invoice, cash and checks, are printed on
               the deposit slip. See Step 11.

          5.   Search for Completed / Not Invoiced – All jobs, except those cancelled, should be
               invoiced. This includes recalls, estimates, voids and no charge jobs. This search window
               lists (in alphabetical sequence) all jobs that are have been completed but have not been
               invoiced. This list should be very short. See Step 12.

          6.   Print Invoice Number Reports – Dispatch Pro allows you to enter a range of invoice
               numbers and will then print a list of missing numbers in that range for all or selected
               technicians. See Step 12.

          7.   Sales Journal Accounting Entries – A report detailing all General Ledger entries made
               within a specified period of time. See Step 12.




Step 1 – Create invoice balancing totals

Batch the invoices that you have to-date. These may be invoices for work
performed 2 days ago or longer. The contents of the batch may contain several
day‟s work or even invoices from today.

Use an adding machine with a tape and add all the accounts receivable dollar
amounts from the invoices. Save and label the tape. Add all the cost amounts
from invoices, label and save the tape. Add all the total amounts from the
invoices and again label and save the tape. This step is essential not only for

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balancing today‟s invoices but it will make your weekly and monthly balancing
steps that much easier.

           IMPORTANT NOTE: A word of caution – you must balance this batch and print a Sales
          Journal before creating a new batch. Do not continue with a new batch if you see the following
          message displayed:




Step 2 – Start the Accounting program & select Accounts Receivable

Select Accounts Receivable from the Accounting menu bar and Diagram SI-1 is
displayed.




                                                Diagram SI-1



Step 3 – Invoicing Main Menu

Select Invoicing Main Menu from the Accounts Receivable menu and Diagram SI-
2 is displayed.




                                                Diagram SI-2




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Step 4 – Enter Job Data for Invoices

Select Enter Job Data for Invoices from the menu and Diagram SI-3 is displayed.




                                                Diagram SI-3



             Batch Control – The program uses a “Batch Control” system to balance the input for a
              group of invoices (usually done daily, bi-weekly, or weekly). More than one batch can be
              open for a period of no more 20 days in the past. Printing the Sales Journal (discussed
              later in this section) constitutes completing a batch as well as posting invoice data to the
              General Ledger.

             A closed batch can be reopened (within the last 20 days) to add more invoices but the
              Sales Journal must be printed again to mark it as closed. An “incomplete batch” date, as
              shown in Diagram SI-5, indicates the Sales Journal for that batch has not been printed.
              The Sales Journal provides a printed report of all invoices in the batch and generates the
              sales entries for the General Ledger and the Financial and Special Reports systems.

             It is important that each batch is balanced. A warning message is displayed on the screen
              if the debits and credits are not equal.

             Changes to invoice dollar amounts can only be made in the batch where the invoice was
              originally entered. If the batch date for that invoice is now greater than 17 days ago, you
              cannot access that invoice. To make dollar corrections, enter the original job number in the
              current batch and use the Invoice Correction feature. This is discussed in more detail at
              the end of this section. It is possible to change the invoice number, technicians, hours or
              commission percentages without using Invoice Correction.




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Step 5 – Starting a New Batch




                                                  Diagram SI-4


To start a new batch, enter the desired date. Confirm the date for the new batch
by answering the question with YES. Diagram SI-5 is displayed.

           IMPORTANT NOTE - Batch Date – Care should be exercised when entering the batch
          date. The batch date will become the invoice date of all invoices in the batch. The date used is
          an important consideration when processing subsequent Dispatch Pro reports, such as
                                                                                                th
          Commission and Royalty Reports. For example, all invoices in a batch dated June 15 will be
                                                           th                   th
          included in commissions for the period of June 11 through June 17 .

          If your workload does not permit you to process your invoices on a daily basis, it is probably
          advisable to still process each day‟s invoices as a separate batch.


Enter the hand-written job number from the invoice.
          TIP: Be sure to instruct your technicians to always write the job number on the invoice.




                                                  Diagram SI-5


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          NOTE: The New Job # button                is generally used for conversion purposes to create a
          job that was not entered through the Schedule program. It is also used to correct some input
          errors. When the New Job number button is used to enter an invoice the “job count” on
          various reports is not increased.

          Invoicing an uncompleted job – If a job has not been coded as complete in the Dispatch
          program, the Validate window is displayed (See Diagram SI-6.) When you answer Yes to the
          question, “Go ahead and invoice?” additional fields are displayed so you can now enter the job-
          completion data. The job shown on the Technician‟s Weekly Schedule will appear green just as if
          it was completed in Dispatch.




                                                  Diagram SI-6



          Invoicing a cancelled job – When a job has been cancelled, Dispatch Pro retains this
          important information for history purposes. If that cancelled job number is entered into the
          invoicing program, you will first see a window that indicates, “This job not yet complete.”


          If you answer Yes, “go ahead and invoice”, the message: “Job Cancelled on 11/05/01 because
          ……(cancel reason). Press Y to remove cancel reason.” When you answer Yes, the job will no
          longer appear in Dispatch as a cancelled job.



           IMPORTANT NOTE:                Always verify that the correct customer is shown before you
          continue entering the invoice data. Select the Different Customer button to change the billing to a
          different customer.



You can change any of the fields on the Invoice window if the information from
Dispatch is incorrect. See below for a complete description of the fields.




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                                               Diagram SI-7



             Job # – Created automatically.

             Red alert for weekends, holidays and evening shift

             Tech – Number and name of technician originally assigned to the job

             Customer – Name and address of billing customer

             Service Job Name – Name and address of service customer

             Dispatched Hours – Technician (number and initials) originally assigned to the job in
              Dispatch; dispatch, arrived pended or completed date and time; Total hours spent on the
              job.

             Invoice Number – The invoice number entered when the job was completed (in the
              Dispatch program) is shown. Dispatch Pro will check to see if the number has been
              previously entered. Always verify that this is the correct number.

             Performed – Date displayed is the job completion date entered in the Dispatch program.

             Commercial or Residential; Credit OK or C.O.D – Customer type and if cash-on-delivery-
              shown in red. If Credit OK, shown in green.

             Add‟l Comm % – Additional commission percentage for weekend or evening work.

             Technician Number – The number assigned to the technician who was dispatched to the
              job will be automatically entered on the screen. Verify the number and correct if necessary.

             Hours – The hours worked on the job should be entered in full hours and tenths. The
              hours displayed are calculated automatically from the time the job was dispatched to the
              time it was coded as complete.


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             Commission Split Percentage – Dispatch Pro can handle up to a four-way commission
              split on a job. The total of the four percentages must equal one hundred percent, or a
              warning will appear. The only exception to this is on a recall, where the percentage total
              must zero.

             Material Charge-back Split – Material (and other costs) is normally charged back to
              commission in the same percentage as the commission split. However, the system has the
              ability of only charging back these costs to certain technicians. An “N” in the “Split /Mat %”
              field will not charge back the costs to that technician.




Step 6 – Flat Rate Task

Position the cursor in the Tech # field below the technician who performed the
job. When you press the Tab or Enter key, Diagram SI-8 is displayed.




                                                Diagram SI-8



             Task Numbers – The task number is a 5-digit number. By adding an “A” (for additional, or
              add-on‟s) as the sixth digit, a different amount is displayed. This is controlled in the Master
              Task database. An error message is displayed if the Task Number does not exist. The
              task number will not be written to the database if the description, cost and amounts are left
              blank.


                 IMPORTANT NOTE: If the customer has a Service Agreement in effect when the
                invoice data is entered, the Member Price for each task is displayed automatically when
                the task number is entered.

             Part # – If using the Dispatch Pro Inventory System, part used on jobs can be entered in
              Service Invoicing. See the Inventory section of this guide.


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              Quantity – The quantity can indicate if the task was performed multiple times.

              Description – The task description is automatically displayed when entering the task
               number. You can change it for any job, and it is recorded in the history file. The original
               description is displayed the next time the task is used. If an entry error is made, the
               description, cost and amounts should be deleted which will keep the record from being
               written to the database.

              Cost – Material or labor costs associated with this task.

              Amount – Amount charged for the task. If more that one task is performed on the job,
               each task should be entered separately. This will give a better description of the real work
               performed in the history file. It is also possible to pay different commission rates on
               separate tasks.

              Warr – The warranty period can be the number of days or years or LTD (Limited warranty).

              Change M/U% – Button allows changes to the markup percentage for U tasks.




                                                 Diagram SI-9



  When you have completed the entry for the first task, press F2 to Update. The
task information is moved to the Task Summary portion of the screen. To correct
    an error re-enter the task number that is displayed in the Summary area.


          NOTE: The Master Task database may be maintained from this window when you press F7.




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When all tasks have been entered, press the Esc key to exit this window. You are
returned to the Service Invoice Entry window to complete this invoice. See
Diagram SI-10.




                                                Diagram SI-10



              Work Performed – This is a written description of the work performed on the job. It can be
               as many lines of descriptive information as desired. It is important (as indicated in the
               yellow prompt) that Tab is depressed at the end of this entry. The data is not saved unless
               Tab is used.

              Warranty Period – Number of days or years. The date and period shown is from the
               warranty of the first task entered.

              Sales Amount, Total Invoice – Amounts are displayed for verification

              Inv. No, Amt, Paid by – Invoice information entered in the Dispatch program. When you
               exit from this invoice, this amount is compared to the total just entered. A message is
               shown if they do not agree.

                         The total amount of the invoice is different from amount turned in when job was
                         completed….Press any key.

              Payment Received – Enter the amount received, check number if applicable, and type of
               payment. Any balance due will be automatically posted to the Accounts Receivable file.

              Balance Due – Calculated for your verification

               NOTE: The payment type field must have a 1, 2 or a 3.


                                                                                                         nd
                    If more than one type of payment was received (i.e. check and cash) click on the 2
          Payment button and Diagram SI-11 is displayed.



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                                                Diagram SI-11



Enter the 2nd payment amount and payment type. When you return to the Service
Invoice Entry window, the 2nd Payment button is bordered in green.

          NOTE: Only the first payment amount is brought forward.

Press the Esc key to return to the Job # entry window and continue entering
invoices. After the last invoice has been entered, press the Esc key again to
return to the main Service Invoice Entry window.

          NOTE: Invoices with a zero amount require a reason: (R)ecall, (E)stimate, (V)oid, (N)o Charge.
          or (D)eclined. You can press the Esc key if this window is displayed in error. Enter the job
          number again to correct your mistake. See Diagram SI-12.




                                                Diagram SI-12




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Additional Service Invoice Options:




                                               Diagram SI-13



                     Customer Maintenance – Select this button to perform Customer Maintenance if
          necessary. For example, use the Customer Maintenance feature to establish a new Service
          Agreement for a customer.

          A warning about changing the customer name is displayed as shown below. Enter a Y to
          continue.




                                               Diagram SI-14




                  IMPORTANT NOTE: Entry of the UPP task number on an invoice does not
                 automatically set up the Service Agreement information in the customer‟s file. You can
                 enter the information here or later using Accounting/Miscellaneous File Maintenance/A/R
                 Customer Maintenance.




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                                                 Diagram SI-15




                           Service Job Maintenance – Select this button to maintain Service Job name and
          address and telephone numbers.

          Other fields available for editing:

                  PO # - Purchase Order number normally entered in Service Order Entry.

                  Cust. Type – (W)arranty, (C)ommercial or (R)esidential

                  Tax Code – Charge Sales Tax, (Y)es or (N)o

                  Convert to credit card on (date)? (The date shown is 10 days from the Batch Date.)
                  Enter a Y or N to make this a temporary charge and to charge to a credit card after 10
                  days. When you answer (Yes), a window is shown to enter the credit card number and
                  expiration date. Enter the Credit Card data and click on Save This.

                  This feature gives you some flexibility in allowing a COD customer to charge your
                  services fees. The COD customer guarantees that payment will be received within 10
                  days and, if not, you can charge his credit card. This applies only to the specific invoice
                  from which you selected the                    button.

                  Reminders are shown with Collection Notes and on the Trail Balance.




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                                                 Diagram SI-16




                               Different Customer – Select this button to access a different billing
          customer.




                                                 Diagram SI-17


                               Delete from Batch – This button is only available if you enter a job number
          that was previously entered in this batch. Once the invoice has been deleted from a batch, it can
          be re-entered into the correct batch. You will need to re-key all the task information and the
          payment information as it has been deleted from the invoice.

          The Sales Journal must be printed again for both the batch from which you deleted the invoice
          and the batch into which you added the invoice.




Step 7 – Print the Sales Journal and balance the batch.

Select Print Sales Journal / Post to General Ledger. You may display the Sales
Journal but it must be printed to complete the batch.



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The dates of incomplete batches are shown. Enter the batch date you wish to
print. You can print the Sales Journal from any previous batches if desired.




                                                 Diagram SI-18



Three reports are printed:

              Sales Journal Accounting Entries – This report details the General
               Ledger entries. Save this report for audit purposes.

              Sales Journal with totals to balance back to the tapes you created
               earlier in Step 1. Save this report for audit purposes.

              Sales Journal Technician recap

                          See samples of each report below.


If you are out of balance, compare the report to your tapes. Return to Invoicing
and reenter the same batch date. Enter the appropriate Job Number and make
the necessary corrections.

           IMPORTANT NOTE: It is very important to verify that all your invoices have been entered
          correctly and that your batch is in balance. After the 20-day period, the only way to correct an
          invoice error is via Invoice Correction.




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Sales Journal




                                                Diagram SI-19


             Inv # – Invoice number
             Job # – Job number
             Warranty Init – If this job is for a warranty company (i.e. American Home Shield) the initials
              appear here. For example, AHS.
             Service Name – The name of the customer where the work was performed.
             Tech – Technician‟s number
             Trk – The truck number assigned to the technician
             Job – Technician job designation, such as Plumbers, Drain Cleaners, Both or 1,2, or 3.
             Task – Task numbers used for this invoice
             Cd – Sales code (Royalty reporting codes) assigned to this task. A code of QP designates
              this entry is a Quick Purchase Order.
             % Comm – The percentage of the commission that the technician is to receive. A minus
              100 (-100.00%) with a positive 100.00 directly beneath indicates a Recall.
             Charge – Amount charge for the task
             Cost – Cost (materials) amounts charged to the job
             Tax – Sales tax, if applicable.
             Total – Total amount of the invoice
             Chk # – Check number if customer paid by check.
             Pay Type – Void, Estimate, Recall, Declined, No Charge invoices. 1, paid by cash, 2, paid
              by check, 3, paid by credit card.
             Rec‟d – Payment amount received
             Due – Amount due from the customer. This amount is Accounts Receivable.
             Totals – Total of all cash, all check and all credit card payments and grand totals of each
              column. Suspense totals corrected invoice amounts from a previously entered invoice.
             1, 2, 3 with amounts (shown bottom left corner) – Grand Totals of each job designation
              code (P, D, B or 1, 2, 3)




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Sales Journal Accounting Entries




                                               Diagram SI-20



              Account Number – General Ledger Account number for each entry

              Account Name – Name of General Ledger Account. The Cash account (generally, 1020)
               may have more than one entry based Dispatch Pro options. Cash and Checks can be
               separate or combined; all types of credit cards can be combined or shown separately by
               type. A separate Credit Card account (1021 in this example) for credit card payments or
               combined with the Cash account.

              # Sales – Number of sales (invoices) for each debit entry; number of tasks in each
               truck/sales code category.

              Debits –Dollar amount debited to the General Ledger

              Credits – Dollar amount credited to the General Ledger

              Avg. Sales – Average sale amount

              Pct. – Percent of the total



           IMPORTANT NOTE: It is very important that the Debits are equal to the Credits. If they are
          unequal, call Dispatch Pro immediately.


Sales Journal Technician Recap




                                               Diagram SI-21




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Step 8 – Daily Accounting Controls


          The process of balancing your entries on a daily basis can be simplified with the use of a form
          similar to the Daily Accounting Controls, Diagram SI-22. A copy of this form can be found in the
          Appendix if you wish to make photocopies for use in your office. The fields on the form are
          described below:


          Day – Day of the week. Start on the line that represents your starting day of the week.

          Date – Month and day.

          Daily Sales – Total Charge amount from today‟s Sales Journal.

          Weekly Sales – The sum of yesterday‟s Weekly Sales and today‟s Daily Sales. Compare this
          total to the Invoice Amount column on Commission Report Summary and to the Amount column
          on the Royalty Report Summary.

          Daily Costs – Total Costs amount from today‟s Sales Journal.

          Beginning Balance – Yesterday‟s Ending Balance is today‟s Beginning Balance.

          Daily Accounts Receivable – Total Amount Due from today‟s Sales Journal.

          Cash Received – Enter the total dollars received via the mail and entered into Cash Receipts
          Processing.

          Cash Receipts (C/R) Write-offs – The amount entered in Cash Receipt Processing as a write-
          off.

          Interest charged – The total amount of interest charged this month.

          Ending Balance – Calculated amount that will balance to the Aged Trail Balance




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                                                   Daily Accounting Controls
                                     Commission &                                                            Accounts Receivable
                                     Royalty
Day       Date           Daily       Weekly   Daily                      Beginning    Daily Acct              Cash       C/R                   Int.      Ending       Init
                         Sales        Sales   Costs                       Balance     Receivable            Rec‟v/mail   Write-offs            Chrg.     Balance
                           (1)          (2)                (3)              (4)                 (5)            (6)       (7)                   (8)          (9)

                                                                                                                                                         152,172.50   SB


Mon       10/9          26,277.00    26,227.00           5,112.93        152,172.50         8,079.00         11,400.00           20.00               0   148,831.50   BW


Tues      10/10          7,500.00    33,727.00            325.00         148,831.50              500.00         945.00                   0           0   148,386.50   BW


Wed       10/11


Thurs     10/12


Fri       10/13


Sat       10/14


Sun       10/15


Mon       10/16


  
                                                                          Diagram SI-22

                  (1)                              (2)
Daily Sales             and Weekly Sales                 are the same on Monday (if week begins on Monday.)
                                             (2)                                          (1)
Add Monday‟s Weekly Sales plus Tuesday‟s Daily Sales to equal Tuesday‟s new Weekly Sales.
Balance this figure to the Invoice Amount on Commission Report and on the Royalty Report.
                  (3)
Daily Costs             are recorded and compared to the Cost Totals on the Sales Journal each day.
                          (8)                                                                                                  (4)
Ending Balance                  is brought forward from Monday and recorded in Beginning Balance                                     .
                                                            (5)
Record the Daily Accounts Receivable                              from the Total Due on the Sales Journal.
                                       (6)
Record the Cash Receipts                     (received via the mail) that were entered in Cash Receipts Processing in the
Accounting program.

Record the Cash Receipts Write-offs that were entered in Cash Receipts Processing in the Accounting
program.
                                                                   (8)
Record the Total Interest amount charged.
                                         (4)                                                          (5)                                (6)
Add the Beginning Balance , plus the Daily Accounts Receivable , less Cash Received , less Cash
                     (7)                   (8)                         (9)
Receipts Write-offs , plus Interest Charged equals the Ending Balance.     Match this to the Aged
Trail Balance total.


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Step 9 – Print Invoices

Select Print Invoices from the Invoicing main menu. The From and Thru dates
shown is the batch date. You may print invoices for a range of days or press
Enter to accept the batch date. Invoices will print for customers with an accounts
receivable balance.




                                     Diagram SI-23




Step 10 – Print Deposit Slip

Select Print Deposit Slip from the Invoicing window. Enter the batch date to print.
The message, “Do you want to combine this deposit with cash receipts deposits
of (current date) Y or N?” is displayed.

The deposit ticket will list all checks and cash and currency from invoices
entered in the batch.




                                     Diagram SI-24




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Step 11 – Other Invoicing Features

Search for Completed/Not Invoiced




                                                   Diagram SI-25



          This selection of the Service Invoicing menu is an excellent tool to ensure that you are billing
          everything you should. The list of completed jobs is alphabetic by Service Customer name
          showing Service Name, Address, whether customer is commercial residential or warranty, the
          invoice number, amount, technician number and the job number.

          The F3 key will print the list. Enter the cut-off date to display completed jobs.




                                                   Diagram SI-26




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Print Invoice Number Reports




                                                Diagram SI-27



          Enter the beginning and ending invoice number range to search for outstanding invoices or
          invoices already entered in Accounting. You can also enter a specific technician number or All.
          The report can be displayed or printed for All Invoices or Outstanding Invoices. .
          .




                                                Diagram SI-28



          NOTE: If an error was made when assigning numbers, such as 5000 instead of 50,000, the report
          could possibly show 5000-49000 as missing. View the report on screen first to alert you to this
          and save printing an erroneous report.

          The List of Outstanding Invoice Numbers will indicate duplicate numbers with an asterisk. See
          sample in Diagram SI-29.

          The Invoice Tracking Report is shown in Diagram SI-30.


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                                Diagram SI-29




                                Diagram SI-30




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Sales Journal Accounting Entries




                                                 Diagram SI-31

          This report recaps, by batch date ranges, the accounting entries posted to the general ledger.




                                                 Diagram SI-32




          Enter the date range for the accounting entries you wish to review. Click on the Display button

                         or Print button              . See sample in Diagram SI-33.




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                                Diagram SI-33




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Frequently Asked Questions

Split Commissions


How do I split commissions between more than one technician?

The Service Invoice Entry window automatically enters a 100% commission rate. Change the percentage
                st                                           nd
amount for the 1 technician to reflect his split. Enter the 2 technician‟s number and his percentage of
                                 nd
the commission split. Does the 2 technician also share the material costs? If yes, enter a “Y” in the
Material % column should also be split. The total of the percentages listed must equal 100%.


 IMPORTANT NOTE: The 1            st
                                    technician listed on the invoice receives the “credit” for selling this job
in various sales reports throughout Dispatch Pro.




                                                 Diagram FAQ-1




How do I split commissions for only certain tasks on an invoice? We pay a special commission
rate on Customer Service Agreements. A job may consist of multiple tasks, one of which is the
Service Agreement. But only one of the technicians actually is responsible for selling the
agreement.


Complete the invoice by entering all the standard tasks that are to be split between more than one
technician. Do not enter the Service Agreement task. If the customer paid the invoice, this will require
adjusting the Payment Received amount by the amount of the Service Agreement.

After the first part of the invoice is complete you are prompted to enter another job #. Click on the
             button. Enter the same invoice number used for the standard tasks. Enter only the
technician who is to receive the Service Agreement commission and enter only the Service Agreement
task and amount. If the customer paid the invoice, the Payment Received you will enter is the amount of
the Service Agreement.

          NOTE: When the New Job number button is used to for an invoice correction the “job count” on
          various reports is not increased.




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Recalls – charge back commission and royalty


How do I enter a recall when the original technician is sent back to the job? (No charge to the
customer.)

Recalls are entered in Service Invoicing along with your daily invoices. Enter the job number that was
assigned when you scheduled the technician to return to the service site. When the job was coded as
completed in the Dispatch program, the invoice number, a zero amount, and invoice type “R” for Recall
was entered. This information is carried forward to the Service Invoicing program. (See Diagram FAQ-2
& 3.)




                                             Diagram FAQ-2




                                             Diagram FAQ-3

The technician‟s number is displayed and the Commission % field defaults to 100%. Do not change this
amount. Enter recall and any other description you wish in the Work Performed area. Because the Total
Invoice amount is zero, a window is displayed for you to enter a “reason for zero for invoice amount.”
Enter “R” for recall.




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How do I enter a recall when a different technician is sent back to the job? (No charge to the
customer.)


Recalls are entered in Service Invoicing along with your daily invoices. Enter the job number that was
assigned when you scheduled a technician to return to the service site. When the job was coded as
completed in the Dispatch program, the invoice number, a zero amount, and the type “R” for Recall was
entered. This information is carried forward to the Service Invoicing program. (See Diagram FAQ-4.)

The technician‟s number is displayed and the Commission % field defaults to 100%. Change this to the
original technician‟s number from whom you are recalling commissions. Enter a negative 100% in the
Commission % field. (Press the minus first, then the amount.) Now enter the technician who did the job
over. His commission percent is a positive 100%. The total of these amounts must equal zero.

When at the Flat Rate Task Entry window, enter the task and amount that was originally charged. Enter
recall and any other description you wish in the Work Performed area. The word “Recall” is displayed in
the balance due field at the bottom of the screen.

The Commission Report will reflect a minus amount (based on the task amount) from the original
technician and the same amount given to the technician who redid the work.




                                              Diagram FAQ-4




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How do I enter a recall that also had add-on service? A different technician performed both the
recall work and the add-on.


Recalls are entered in Service Invoicing along with your daily invoices. Enter the job number that was
assigned when you scheduled a technician to return to the service site. When the job was coded as
“completed” in the Dispatch program you entered the invoice number and invoice amount for the add-on
service. This information is carried forward to the Service Invoicing program.

The technician‟s number is displayed and the Commission % field defaults to 100%. Change this to the
original technician‟s number from whom you are recalling commissions. Enter a negative 100% in the
Commission % field. (Press the minus first, then the amount.) Now enter the technician who did the job
over. His commission percent is a positive 100%. The total of these amounts must equal zero.

When at the Flat Rate Task Entry window, enter the task and amount that was originally charged. Enter
recall and any other description you wish in the Work Performed area. The word “Recall” is displayed in
the balance due field at the bottom of the screen. (See Diagram FAQ-4.)


After completing this invoice the field is displayed to enter the next job number. Click on the
button at the bottom of the window. Use the same invoice number entered for the “recall” task. Now
enter the new task number for the add-on service. Enter the actual costs and amount charged for the
add-on service. Press F2 again to update the Task Summary.

          NOTE: When the New Job number button is used to for an invoice correction the “job count” on
          various reports is not increased.

Press the Esc key to return to the Service Invoice Entry window. Enter recall with add-on in the Work
Performed description area. The Total Invoice amount is for the add-on service only. Complete the
invoice as normal.




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Invoice Corrections


How do I make an invoice correction when the batch is still open?

When you begin Service Invoicing, answer No to the “start new batch” question. Enter the job number
that is recorded on the original invoice. Verify the invoice number that is displayed on the Service Invoice
Entry window. Positions the cursor beneath the technician‟s number and press Enter. The Flat Rate
Task Entry window, Summary section, shows the tasks and associated information. Enter the task
number that needs correction. You will see “Previously Entered” in bright, red and white letters. Make
your corrections and press F2. The new information is reflected in the Summary and the invoice totals
are corrected. Press the Esc key and verify the accuracy of the rest of the invoice.




How do I make an invoice correction when the batch is closed?



                         The Invoice Correction button is available when you enter a job number that was
invoiced in a previous batch. See Diagram FAQ-5.




                                               Diagram FAQ-5




NOTE: The initials of the person making the correction are shown on the Service Invoice Entry window.




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Example 1 –

Invoice number 5496 was entered for job number 07-16-004. The total sales amount was $1049.63 and
you have billed that amount and it is currently unpaid. You have paid royalty fees and commission on this
amount.

Later the customer calls and is unhappy about the amount he paid and you have agreed to reduce his
invoice by $500.

With the original invoice in hand, enter the job number 07-16-004 in the Service Invoicing program.
Dispatch Pro will display the original invoice information. Notice the white-on-red message “Completed
in Batch 07/16/08.” This message is to warn you that the invoice was processed in a previous batch.
You will also see the new “Invoice Correction” button directly below the message.

When you click on the Invoice Correction button Dispatch Pro will display the Invoice Correction window
as shown in Diagram FAQ-6.




                                               Diagram FAQ-6



A “Yes” answer the question will create two new invoices (1) a 5496, to reverse the original dollar
amounts and Invoice (2), B 5496 to enter the new, correct information.

Two new job numbers are created for you to record on the original invoice. These new job numbers will
appear on the Sales Journal. General Ledger, royalty and commission reverse entries will also be made.
Make your correcting entries using the new invoice, B 5496, as shown in Diagram FAQ-8. In this
example, the original task, T41960, was charged at $680.69. For this Invoice Correction we have
changed the charge amount to $180.69, $500 less.




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                                                   Diagram FAQ-8

The Sales Journal entries will appear as shown in this example:




The Sales Journal Accounting Entries will appear as shown in this example:

                                            Sales Journal Accounting Entries

ACCOUNT#           ACCOUNT NAME                       DEBITS               CREDITS
1060               ACCOUNTS RECEIVABLE                                     500.00
4003-05            PLUMBING LABOR - (RES)             500.00

          Totals                                      500.00               500.00



Both the Accounts Receivable and Sales General Ledger accounts have been lowered by $500.




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Example 2 –

Invoice number 5983 was entered for job number 09-20-003. The total sale was $90.56 and the
customer paid in full. You paid commission on this amount. See Diagram FAQ-9.

You have agreed to charge the customer only $50 and to refund $40.56.




                                             Diagram FAQ-9


With the original invoice in hand, enter the job number 09-20-003 and click the
button. Answer “Yes,” you want to reverse the original invoice. See Diagram FAQ-10.




                                            Diagram FAQ-10



Diagram FAQ-11 shows the correcting invoice, number B 5983, before entering the task at the lower rate
of $50.00.


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                                            Diagram FAQ-11



When you access the Flat Rate Task Entry window, enter the original task number, MD, change the
charge amount to $50.00. See Diagram FAQ-12.




                                            Diagram FAQ-12

In Diagram FAQ-13 the amount for task MD has now been changed to $50.00. Notice the first payment
amount is changed to equal the new Total Invoice amount. The refund ($40.56 in this example) is posted
to the Refund Suspense account and will be refunded to the customer via an accounts payable check.



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                                             Diagram FAQ-13

The Sales Journal entries will appear as shown in this example:




                                             Diagram FAQ-14

The Sales Journal Accounting Entries will appear as shown in this example:




                                             Diagram FAQ-15

You will process an Accounts Payable refund check in the amount of $40.56 and distribute the amount to
the Refund Suspense account.




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How do I correct an invoice entered for the wrong customer?


The wrong job number was written on the invoice and entered in Servicing Invoice for the wrong
customer. I billed Customer A and it should have been for Customer B. Customer B did not get billed at
all. How do I correct this?



             Use the New Job Number button                    in the current batch. With the incorrect
              invoice in-hand, enter all the information again with negative amounts. This is a credit
              memo that will reverse the entire entry for Customer A.


                NOTE: When the New Job number button is used to for an invoice correction the “job
                count” on various reports is not increased.

             To bill Customer B, use the original job number assigned. Enter the invoice number (it will
              be the same number that was entered above). Complete the invoice to correctly bill
              Customer B.

             Use the New Job Number button again to create an invoice to correctly bill Customer A.




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How do I handle a returned check (NSF)?


If the check was entered as payment in Service Invoicing, process an Invoice Correction as shown below.
If the check was entered in Cash Receipts, see Steps 6 – Step 10.


             Step 1 – In the current batch of invoices, enter the original job number in the Service
              Invoicing program. Dispatch Pro will display the original invoice information. See Diagram
              FAQ-16. Notice the white-on-red message “Completed in Batch 06/24/08.” This message
              is to warn you that the invoice was processed in a previous batch. You will also see the
              new “Invoice Correction” button below the message.




                                             Diagram FAQ-16



             Step 2 – When you click on the Invoice Correction button Dispatch Pro will display the
              Invoice Correction window as shown in Diagram FAQ-17.




                                             Diagram FAQ-17


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             Step 3 – A “Yes” answer the question will create two new invoices (1) A 5083, to reverse
              the original dollar amounts and Invoice (2), B 5083 to enter the new, correct information.
              Two new job numbers are created, one for Invoice A and one for Invoice B. These new job
              numbers will appear on the Sales Journal. General Ledger and the Commission Report
              reverse entries are also made automatically.


             Step 4 – Make your correcting entries using the new invoice, B 5083, as shown in Diagram
              FAQ-18. In this example, the original task amounts stay the same but a returned check fee
                                st
              is added and the 1 payment is deleted to reflect a balance due.




                                             Diagram FAQ-18

              In this example the customer now owes you the original $62.32 plus the $5.00 Returned
              Check Fee. The task, RETCK, was previously setup as a special task and commissions
              will not be paid.

             Step 5 – When you have completed this batch and print invoices, a new, amended invoice
              should be sent to your customer.




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If the check was originally entered in Cash Receipts you can reverse the payment as shown
below.

In Diagram FAQ-19, Customer Rutherford mailed a payment and $261.02 was entered in Cash Receipts.
Your bank has now returned the check unpaid.




                                               Diagram FAQ-19



             Step 6 – In the current batch of Cash Receipts, use F4 to search for the invoice as shown
              in Diagram FAQ-21 (Or simply search for the customer‟s name.) The customer has a zero
              balance and the message in Diagram FAQ-20 is shown.



                                                Diagram FAQ-20


             Step 7 – Press F3 to recall the original invoice.




                                               Diagram FAQ-21




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                                             Diagram FAQ-22



             Step 8 – Enter RET CK instead of a check number, enter the amount of the payment as a
              negative (minus sign first) in the payment field. Press the Enter key to bypass the Paid
              column. Enter the same amount as a negative in the A/R Credit field.




                                             Diagram FAQ-23

             Step 9 – Once you have entered the A/R Amount, the letter Y is automatically entered in
              the Paid column. The entry will appear similar to Diagram FAQ-23.


             Step 10 – Press F2 to complete payment




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          The Aged Trail Balance now reflects the new balance of $261.02.




                                         Diagram FAQ-26



          If you wish to charge the customer a Returned Check fee you can use the New Job #
          button in Service Invoicing to create a job and add a new invoice with the charge.




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                       Accounts Receivable Cash Receipts

In this section we will cover the following:

          Creating totals to balance the daily cash receipts batch
          Entering the cash receipts data
          Printing reports
          Viewing customer‟s payment history




Step 1 – Create Cash Receipts balancing totals

Batch the payments that you have received to-date. If possible, match these to
Service Invoices that have already been entered. This will facilitate your bank
reconciliation.

Using an adding machine with a tape add all the checks received. Save and label
the tape. This step is essential not only for balancing today‟s cash receipts but it
will make your weekly and monthly balancing steps that much easier.

           IMPORTANT NOTE: A word of caution – you must balance this batch and print a Cash
          Receipts Detail Report before creating a new batch.




Step 2 – Start the Accounting program and select Cash Receipts Main
Menu




                                                 Diagram CR-1




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Select Cash Receipt Processing.




                                                  Diagram CR-2



          Batch Control - The program uses a “Batch Control” system to balance the input for a group of
          cash receipts (usually done daily, bi-weekly, or weekly).

          A “YES” answer to the appropriate question, as shown in diagram CR-3, will close the old
          (previous) batch and start a new one. The system requires that a Cash Receipts Detail Report”
          be printed for the old batch before you can start a new one. The Cash Receipts Detail provides a
          printed report of all checks in the batch and generates the accounting entries for the General
          Ledger and the Financial System.

          The batch date should correspond to the date used for today‟s service invoice batch.

          Cash receipts entered in this program are the A/R payments received via the mail. The totals
          created for this batch and the total cash/checks collected from the customer (service invoice
          payments) should equal your daily bank deposit. If you process and use the same batch dates
          for both the service invoices and the cash receipts your monthly bank reconciliation is simplified.




                                                  Diagram CR-3




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Enter the first 5 characters of the customer‟s name or press the F4 key to search
for the invoice number or F5 to search by an exact dollar amount of the invoice.




                  Diagram CR-5                                               DiagramCR-6



Enter the check number or CASH, W/O or M for more payment-type options.
Enter the payment amount and that becomes the Undistributed Amount. This
figure is reduced each time a payment is applied to a specific invoice.

Enter a “Y” to apply payment to the full invoice amount or enter a different
amount. If the remainder is to be written off, enter that amount in the W/O
column. The balance column is now zero. Continue to enter the amounts paid.
ESC to return to the main window and select Display a Summary of Cash
Receipts from the Cash Receipts Main Menu. See Diagram CR-7.




                                                  Diagram CR-7



          If the customer is paying an invoice that is not shown, the F3 key will allow you to add it. F3 can
          also be used to recall an invoice. See Diagram CR-8.




                                                  Diagram CR-8



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Step 4 – Print Detail of Cash Receipts

When you have completed the cash receipts data entry, select Print Detail of
Cash Receipts/Post to General Ledger

          The report lists all the invoices you entered and total cash received. The accounting entries are
          listed on the last page. Save the report for audit purposes.



Compare the report total to your tape. If the amounts do not agree go back into
Cash Receipt Processing. Enter “No” when asked if you wish start a new batch.
The date will default to the date of your last batch. Select the customer or invoice
where the error occurs and make the necessary corrections.



Step 5 – Print Deposit Slip

Select Print Deposit Slip from the Cash Receipts Main Menu.

          The Deposit Slip shows the customers names, check numbers (or other options such as CASH or
          M/ORD) and the payment amounts entered in Cash Receipts Processing. Total Checks, Total
          Cash (Currency and Coin) and the Total Deposit are listed.




          The Deposit Slip will print immediately.



Reprint Detail of Cash Receipts


          Detail of Cash Receipts report is printed after each new batch of Cash Receipt payments.
          Accounting entries are created when the report is printed. The original should be kept as an audit
          trail. Reprint Detail of Cash Receipts from the Cash Receipts Main Menu provides you with the
          ability to reprint this report without affecting accounting figures.




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Frequently Asked Questions


How do I reverse a payment received from a customer?


I received a payment on an invoice from a customer and entered the information into Cash Receipts. The
bank has since returned the check for Non-Sufficient Funds. How can I show that the customer stills
owes the money?

Select Cash Receipts Processing from the Cash Receipts Main Menu in Accounting.

             In the current batch select the appropriate customer.

             Enter CORR in the check number field and enter the returned check amount as a negative.

             Press the F3 key to recall the original invoice and enter the invoice number. The paid
              invoice is displayed. See Diagram FAQ-1

             Enter the O/R Amount as a negative. That amount now appears in the Balance column.

             Press the F2 key to complete the entry.




                                               Diagram FAQ-1




                                               Diagram FAQ-2




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How do I enter a write-off?


Select Cash Receipt Processing from the Cash Receipts Main Menu in Accounting.




             In the current batch select the appropriate customer.

             Enter W/O in the check number field. Leave the payment amount blank.

             Select the Bad Debit accounts in the Account Nbr column.

             Enter the amount of the invoice in the Misc Amt column (write-off). The letter Y is
              automatically entered in the Paid column and the Balance column is now blank.

             Press the F2 key to complete the entry.




                                               Diagram FAQ-3


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How do I reverse a write-off?


The customer‟s payment did not entirely pay an invoice in full. The remainder was entered as a write-off.
The customer has since paid the difference and I would like to reverse the write-off amount that was
originally posted to the Bad Debts account.




                                               Diagram FAQ-4

Diagram FAQ-4 shows the original payment of $100.00 and the write-off of $33.75. The $100 was posted
to the Cash in Bank account and the $33.75 to the Bad Debts account.


You have since received another check from the customer paying the $33.75.

             In the current batch select the appropriate customer.

             Enter the check number and the $33.75 in the Payment Amount field.

             Press F3 to recall the original invoice. The invoice shows a payment amount of $100.

             Enter Y in the Paid column.

             Select the Bad Debit accounts in the Account Nbr column

             Enter $33.75 in the A/R Credit column and a negative $33.75 in the Misc Amt column.

             Press the F2 key to complete the entry.


The balance of the invoice remains a zero but the Bad Debts accounts is now reduced by $89.00. See
Diagram FAQ-5.




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                                Diagram FAQ-5




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How can I stop invoice corrections from appearing on the monthly
statement?


When an invoice has been corrected using the Invoice Correction button, the original invoice, the reversal
of the original invoice and the corrected invoice all appear on the statement and the Aged Trial Balance.
See a sample in Diagram FAQ-6.

If you do not want to show the original invoice and the reversal (same amounts, one a positive amount
and the other a negative amount) enter a correction in Cash Receipts.




                                               Diagram FAQ-6


Select Cash Receipts Processing from the Cash Receipts Main Menu in Accounting.

             In the current batch select the appropriate customer.

             Enter CORR in the check number field. Leave the payment amount blank.

             Enter the letter Y in the Paid column for the original invoice and the reversal invoice. The
              Balance column is now blank. These entries will no longer print on statements or the Aged
              Trial Balance.

             Press the F2 key to complete the entry.




                                               Diagram FAQ-7




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                    Accounts Receivable Aged Trail Balance

          The Aged Trial Balance report prints an aged listing (current, 30-60, 60-90, etc) of all invoices that
          have not been paid.




Print Aged Trail Balance


Start the Accounting program & Select Accounts Receivable




                                                  Diagram ATB-1




Select Print Aged Trial Balance from the menu and Diagram ATB-2 is displayed.




                                                  Diagram ATB-2




Today‟s date is shown. The date can be changed, if desired. Click on the Display
or Print button.

Diagram ATB-3 is shown to select the type of Trial Balance.
          Detail Trial Balance shows all customers with current or older accounts receivable balances,
          listing all unpaid invoices. (Diagram ATB-4)

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          Summary Trial Balance shows only one line for each customer (Diagram ATB-5)

          Delinquent Accounts Only shows all invoices 30 days and older

          Detail Trail Balance / Invoice Date Order - Aged detail in invoice date order (Diagram ATB-6)




                                                Diagram ATB-3




                                                Diagram ATB-4




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                                 Diagram ATB-5




                                 Diagram ATB-6




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                          Accounts Receivable Statements

          Print an Accounts Receivable statement for any (or all) customers that have an outstanding
          balance.


Print Accounts Receivable Statements


Start the Accounting program & Select Accounts Receivable




                                                Diagram ST-1



Select Accounts Receivable from the menu and Diagram ST-2 is displayed.




                                                Diagram ST-2




Today‟s date is shown and can be changed, if desired.


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Select whether to print Residential only, Commercial & Warranty only or both.
Enter All to print a statement for all customers with an accounts receivable
balance. If you wish to print a statement for one customer, enter up to 5
characters of the last name and select from the list shown.

Check boxes are available to print statements for:
         All accounts – Print a statement for every customer on file, regardless of balance.

         All Debit Accounts – Only print statements for the customers with a balance due.

         All Credit Accounts – Only print statements for the customers with a credit balance.

         Don‟t print if balance equal or less than: _____ – Enter an amount

         Current balance – Check this box to print the statements for customers with current, 30, 60 and
          90-day aged balance.

         Age 30, Age 60, Age 90 and beyond – Uncheck any of the boxes to only print statements for
          customers with a 30-day, 60-day or 90-day and beyond balance.



Click on the Display or Print button.

A sample of the statement is shown in Diagram ST-3.




Accounts Receivable Statements                                                                   Page 165
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                                 Diagram ST-3




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                    Accounts Receivable Compute Interest

          Dispatch Pro can calculate interest on invoices that are more than 30 days old. The interest
          percent that is assessed is 1 ½%. Contact Dispatch Pro personnel if the amount of interest you
          wish to charge is different. This computation must occur immediately after the end of a month
          (first 5 days) and should be done prior to sending out statements.




Compute Interest for Statements


Start the Accounting program & Select Accounts Receivable




                                                Diagram CI-1




Select Compute Interest for Statements from the Accounts Receivable menu and
Diagram CI-2 is displayed.


The date of the last Interest Computation is shown. Press Y to continue.




                                                Diagram CI-2




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The Account Receivable Interest Report will print immediately for your review.
The interest amount appears on the statement with a description of Interest and
the date. Optionally, this can be changed to Service Charge.

Diagram CI-3 is displayed after printing. If you wish to review the Accounts
Receivable Interest Report before continuing, enter N to stop the updating
process. If there are customers that should not be charged interest, change their
Interest code from Yes to No in Account Receivable Customer Maintenance.
Then process again.




                                    Diagram CI-2




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                       Accounts Receivable Service History

          Dispatch Pro retains the service history for every customer. Each job entered with a work
          description will be stored in the history file. The information can then be located either by invoice
          number, P.O. (or SWO) number, job name, telephone number (home and work), or job address
          or by file number. Any invoice can be reprinted from this window. A complete description can be
          found in the Schedule-Service Order Entry section of this guide.




Service History By Customer

Start the Accounting program & Select Accounts Receivable




                                                  Diagram SH-1



Select Service History By Customer from the menu and view customer history 7
different ways.




                                                  Diagram SH-2




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                                  Diagram SH-3




          Accounts Receivable Customer Payment History


Customer Payment History


Start the Accounting program & Select Accounts Receivable




                                  Diagram CPH-1




Select Customer Payment History from the menu.


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          An Aged Accounts Receivable Balance report can be printed or displayed for a specific customer
          showing all unpaid or partially paid invoices. This is the same information that prints on the
          Accounts Receivable Statement.


Select Accounts Receivable Balances. Enter the first 5 characters of the
customer‟s name and select the one you wish to view. Diagram CPH-2 is
displayed.




                                                Diagram CPH-2



          The aged accounts receivable balance appears on the first line of the report. Detail of each
          unpaid invoice is shown in date sequence. Click on one invoice to see the partial payment
          history. This is the same information that prints on the Accounts Receivable Statement.




Payments and Invoices from Cash Receipts

          A list of all payments and the invoice the payment applies to for any customer and any selected
          time period can be printed or displayed.

Select Payments and Invoices from Cash Receipts from the menu.


Enter the first 5 characters of the customer‟s name and select the one you wish.
Diagram CPH-3 is displayed.




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                                                Diagram CPH-3



Enter the date range for the payments you wish to review. Click on the Display
button              or Print button          . See Diagram CPH-4




                                                Diagram CPH-4




Invoices and Payments
          A list of all invoices and the payments applied for any customer and any selected time period can
          be printed or displayed.

Select Invoices and Payments from the menu.


Enter the first 5 characters of the customer‟s name and select the one you wish.
Diagram CPH-5 is displayed.




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                                    Diagram CPH-5



Enter the date range for the invoices you wish to review. Click on the Display
button        or Print button    . See Diagram CPH-6.




                                    Diagram CPH-6




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                      Convert Invoice Balance to Payments

          Convert Invoice Balance to Payments takes one invoice and converts it into a specified number of
          individual invoices. This feature may be used to allow a customer to spread out payments over a
          period of time. Payments are then recorded in Cash Receipts for each individual invoice.




Convert Invoice Balance to Payments


Start the Accounting program & Select Accounts Receivable




                                                Diagram CV-1




Select Convert Invoice Balance to Payments from the menu and Diagram CV-2 is
displayed.




                                                Diagram CV-2




Verify the information shown and answer Yes to the question, Are you sure you
want to do this? As in Diagram CV-3, enter the number of payments desired (2
thru 24) and the date to start. The start date must be greater than today.



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                                   Diagram CV-3




                                   Diagram CV-4




Dispatch Pro automatically calculates the payment amounts. Type Yes to finalize
the entries.




          Transfer General Ledger Entries to QuickBooks


Transfer General Ledger Entries to QuickBooks

Start the Accounting program & Select Accounts Receivable




                                   Diagram CEF-1




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Select Transfer General Ledger Entries to QuickBooks menu and Diagram CEF-2
is displayed.




                                    Diagram CEF-2




Enter the From and Thru dates to include in the export. Process type S for Sales,
C for Cash Receipts or B for both.


The QuickBooks Export File Detail List is displayed immediately.




                                    Diagram CEF-3




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                          Miscellaneous File Maintenance

In this section we will cover the following:

          Maintaining your employee information for Dispatch Pro
          Zip Code maintenance
          Adding or changing information for the General Ledger and Financial Statements
          Adding and changing customer information
          Combining and deleting duplicate customer information
          Task, price book and work description maintenance
          Source Code maintenance



Miscellaneous File Maintenance is used to maintain your databases. Some of this information was
covered in the Getting Started section of this guide. This section will take you through each option.




                                               Diagram MFM-1




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Password Maintenance

Enter the initials for the employee you wish to change and Diagram MFM-2 is displayed.




                                              Diagram MFM-2



             Name – Enter each user‟s name.

             Password – Enter a password for each user. This should only be known to the user and
              should be changed every several months.

             Emp # – Enter an employee number

             Authorized Use In – Enter Y, N or other choice for each of the “authorized use in” that
              applies to each user.

                Dispatch System – Is the operator allowed access to Dispatch?

                        Issue Quick Purchase Orders – Does the operator have the authority to issues
                        purchase orders to technicians? A No response will still enable POs to be issued
                        for a job.

                        Delete Canceled Records – If the job has been canceled, does the operator
                        have the authority to delete the information?

                        Delete Estimates – At completion, a job can be coded as an Estimate. Does the
                        operator have the authority to delete the job information from Dispatch? The
                        details can still be found in Service History.


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                   Cancel Jobs – Jobs can be canceled from the Technician‟s Weekly Schedule
                   window, from Pending calls, and from Estimates. Does the operator have the
                   authority to perform this function?

                   Change Completed Status – Does the operator have the authority to perform
                   this function? If no, a “T” entry to complete a job (or to remove the completed
                   date and time) is disallowed. The message “The current password is not
                   authorized to change completed status” is displayed.

                   Allowed to see daily completion dollars – Does the operator have the
                   authority to see the daily sales dollar amount on the Dispatch Command Center?
                   If no, the operator is also disallowed from viewing Technicians Totals on the
                   Dispatch Command Center.

                   Manager‟s Inquiry – Does the operator have the authority to view the reports
                   shown here?

                   Equipment Tracking – Is the operator allowed access to this system? Enter Y
                   for full access, N for no access, O to allow checking out equipment, I to allow
                   checking in equipment or C to allow check-in and check-out.

           Schedule System – Is the operator allowed access to the Schedule System?

                   Cancel Jobs – Does the operator have the authority to cancel an open job?

                   Delete Notes – Does the operator have the authority to delete notes attached to
                   a customer‟s file?

                   Change QPO? – Does the operator have the authority to change the dollar
                   amount, job number and/or markup percentage for any QPO?

                   Assign Invoice Numbers – Does the operator have the authority to assign
                   invoice numbers for the technicians?

                   Delete Invoice Numbers – Does the operator have the authority to delete
                   invoice numbers for the technicians?

                   Change data on completed jobs on Order Entry Screen – When reviewing
                   completed jobs in the Schedule program, the data may be changed if the
                   operator has the authority.


           Invoicing – Is the operator allowed to enter Service Invoices?

           Change/Delete Quick P.O. – Does the operator have the authority to change or delete
           Quick P.O. information in Service Invoicing?

           Cash Receipts – Is the operator allowed access to Cash Receipts? Enter Y for full
           access, N for no access, L for limited access. Limited access does not allow write-offs.

           Accounts Payable – Is the operator allowed access to Accounts Payable, yes or no? If
           the operator is only allowed to enter A/P invoices, enter E.

           Financial System – Is the operator allowed access to the Financial System?



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                  Miscellaneous Maintenance – Is the operator allowed access to Miscellaneous
                  Maintenance, yes or no? If the operator is only prohibited from entering Password
                  Maintenance, enter a P.

                          Change “No Service” – Is the operator allowed to change the No Service flag in
                          Customer Maintenance? If no, the field is not shown.

                          Change C.O.D. – Is the operator allowed to change the flag for customer billing?
                          If a user is allowed to change this field, their initials are displayed when the code
                          is changed.

                          Combine/Delete Customers/Convert to Multiple Location – Is the operator
                          allowed to Combine and Delete Customers and/or Convert Customers to Multiple
                          Location?

                          See Soc. Sec #s on Tech Maintenance Screen – Is the operator allowed to
                          enter and/or see the technician‟s Social Security Number?

                          See Pay Rates on Tech Maintenance Screen – Is the operator allowed to enter
                          and/or see the technician‟s pay rate?

                          See Good/Bad Remarks on Tech Maintenance Screen – Is the operator
                          allowed to enter and/or see the remarks about the technician?

                  Payroll System – Is the operator allowed access to the Payroll System?

                  Inventory System – Is the operator allowed access to the Inventory System?

                          Adjust Inventory on Hand Quantities – Does the operator have the authority to
                          adjust quantities?

                  Special Reports – Is the operator allowed access to Special Reports?

                          Royalty Report – Is the operator allowed access to the Royalty Report?

                          Commission Report – Is the operator allowed access to the Commission
                          Report?

                          All Other Reports – Is the operator allowed access to all other reports?

                  Authorized to:
                         Print Service History Job Data – Is the operator allowed to print a recap of a
                         specific job from the Service History program?

                          Change Program Options (F11)– Is the operator allowed to make changes to
                          the options from the Dispatch and/or Schedule programs?



Make the appropriate changes. Press the Esc key or Save This                    to save your changes. Click
the Delete This               button to delete this employee.


To add an employee, enter the new initials. Diagram MFM-3 is displayed. Enter “Y” and continue to
enter the new information.


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                                             Diagram MFM-3




Technician Maintenance

Click on the drop-down arrow to view the technicians. Click the one you wish to change and press the
Tab key. Diagram MFM-4 is displayed.




                                             Diagram MFM-4




                                             Diagram MFM-5




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          Set up each technician as follows:

              Tech # – Three-digit number for each technician.

              Technician‟s name

              Technician‟s type – Technicians can be grouped in up to 3 categories. A Dispatch Pro
               representative will discuss the options for this field.

              Rate – If this is an hourly employee, enter the rate.

              Technician‟s initials – Enter the technician initials or enter *** if technician is inactive.

              Technician‟s pager number – Used for automatic paging.

              Paging Company Code – Dispatch Pro can page to more than one paging company.

              Truck # – 2-digit number assigned to this technician‟s truck. (This must be a valid number
               previously assigned in the General Ledger.)

              Nextel Direct – Nextel radio number for display purposes only.

              2-way Com – Special paging code used for scanning. A Dispatch Pro representative will
               discuss this feature.

              Commission Pct – Percentage of commission paid to the technician

              Material Cost Pct – 3 different options:


                      Material Cost Markup percentage to apply to the total costs before calculating the Net
                      Service Volume
                      No = Material costs are not deducted when calculating commissions
                      Leave this field blank = No material markup. The invoice material costs entered by
                      the technician have already been marked up.
                         th
                      A 4 option can be set by your Dispatch Pro representative that will deduct $100
                      from the total costs per invoice before calculating the Net Service Volume.


              Big Board – Show this technician on the Big Board windows and reports? Enter a Y or N.

              Employee Type – Is this employee a technician or an office employee?

              Bonus Type – If the technician receives a bonus, enter the type A, B, C, D, E or F. See
               Bonus Table Maintenance in the Special Reports section of this guide. This field is
               optional.

              TOC – If you wish to charge back a special fee enter a Y or N. A Dispatch Pro
               representative will discuss the options for this field. This field is optional as is the 3-digit
               description.

              Address, City, State, Zip, Telephone, Spouse, Hire Date, Birth Date, Term Date,
               Reason, SS# – Personnel information.




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              Marital status, # of Exemptions, Spouse‟s name, email Address, Driver‟s License
               Number, Commission type – Personnel information

              Goals – Enter the monthly sales goals you have established for this technician. These
               amounts are used for the Big Board report. This field is optional.

              Good Remarks                      – Enter any information deemed good remarks received for
               this technician.

              Bad/Counseling/Policy/Procedure violations                       – Enter any information
               deemed bad remarks received for this technician.

             Skills       – Click the Skills button to select from 1-10 different skills applicable to this
              technician. The skills for the technician are displayed in the Dispatch program to assist in
              the assignment of jobs.




                                                 Diagram MFM-6




          Press the Esc key or Save This               to save your changes.



           IMPORTANT NOTE: You can delete technicians if you set one up in error by clicking the
                       button. The window shown in Diagram MFM-7 below is displayed to alert you that
          making the technician inactive is preferred.




                                                 Diagram MFM-7


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          TIP: It is recommended that one unique technician be set up, such as “Shop Recall,” to use for
          recalled jobs if the original technician is no longer with the company.


To add a new technician, enter the new number and Social Security Number. Enter “Y” and continue to
enter the new information.




Zip Code Maintenance


Enter the Zip Code you wish to change or add and Diagram MFM-8 is displayed.




                                                Diagram MFM-8

              5-digit Zip Code

              Market Area – This code divides your service area into smaller areas, which will be very
               helpful as you are dispatching your technicians. (i.e., NB = North Bay; SW = South West;
               CC = Central City) If your franchises cover a large geographic area, this code will be
               beneficial to the dispatchers. Open Service Orders can be displayed in Area sequence.

              City represented by Zip Code

              State represented by Zip Code

              Trip charge – Enter an amount to charge for a trip to this Zip Code, if desired.

              Zip Code Telephone area code represented by this Zip Code.

               Town Abbreviation – Display a 5-digit Town Abbreviation instead of the Zip Code on the
                Command Center as well as the Technician Weekly Schedule window. If you choose to
                use this feature you will also see this Town Abbreviation when selecting Today‟s Schedule
                – All Technicians in the Schedule program.



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              Telephone # – The in-coming telephone number for customers in this Zip Code to call.
               When the service job is located in this Zip Code, the phone number is displayed in the
               upper-right corner of numerous windows in a bright, lime-green color.

              Tax zone – If you collect sales tax and the rates can be assigned by Zip Codes, the Tax
               Zone is used for this assignment.


Make the appropriate changes. Press the Esc key or Save This                to save your changes. Click
the Delete This               button to delete this Zip Code.

To add a new Zip Code, enter the new number. The message below is shown. Enter “Y” and continue to
set up the new Zip Code.




                                                Diagram MFM-9




G/L Chart of Accounts Maintenance

Enter the G/L number you wish to change or add and Diagram MFM-10 is displayed.




                                               Diagram MFM-10



If you are using the Dispatch Pro Chart of Accounts and you wish to have multiple bank accounts for
                                            nd
Accounts Payable checks, you can add the 2 account using a 4-digit number greater than 1020. For
example use 1022 or 1024. Do not use sub-accounts. Be sure to enter a Y in the column headed “bank.”


Make the appropriate changes. Press the Esc key or               to save your changes. Click the
              button to delete this G/L Account Number.


           IMPORTANT NOTE: Care should be taken when adding or deleting General Ledger
          account numbers. See the Setting Up Financial Statement section of this guide.


To add a new General Ledger account, enter the new number. Diagram MFM-11 is displayed. Enter “Y”
and continue to enter the new information.




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                                            Diagram MFM-11



If you have enabled the QuickBooks Export feature, Diagram MFM-12 is displayed after entering the
General Ledger account number.




                                            Diagram MFM-12




Double-click the QuickBooks name that applies to this General Ledger account number.



Make the appropriate changes. Press the Esc key or Save This             to save your changes. Click
the Delete This            button to delete this G/L account number.




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Financial Statement Layout Maintenance / Budgets


Select Financial Statement Layout Maintenance and Diagram MFM-13 is displayed.




                                               Diagram MFM-13

Enter the letter Y for Full Maintenance, enter the Key Number you wish to change and Diagram MFM-14
is displayed.




                                               Diagram MFM-14



Each Key contains the following codes:

             Description
              The description will print exactly as entered here. Use the space bar to indent if needed,
              noting the use of all upper case for the major heading lines and total lines and upper/lower
              case for other lines.


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             Type
              D = Descriptive line, will print only the description entered. No amounts are presented.
              L = Accumulate amounts. Multiple accounts are accumulated and presented on this line.
              H = New page heading. Will print only the description entered and start at the beginning of a
              new page.

             Print
              1= Single space before printing next line
              2 = Double space before printing next line

             Sign
              R = Reverse signs (usually for Income Accounts)

             Format
              P = Profit/loss format. Prints only on the Statement of Income and Expense
              B = Balance sheet format. Prints only on the Balance Sheet

             Total A
              T = Print total of accumulator A (includes all lines that precede this one since the last line
              that contains Total A = T or Total A = C.)
              C = Clear the accumulator of all lines that precede this key
              S = Sub-total all lines that precede this key
              % = Accumulate divisor for percent calculations. Used only for the initial “Revenue”
              descriptive lines on the P&L, accumulates all sales accounts to calculate the percent of
              sales.

             Total B
              T = Print total
              C = Clear total
              S = Sub-total

             Total C
              T = Print total
              C = Clear total
              S = Sub-total

             Store/Recall
              S plus 1, 2, or 3 = store totals for later use
              R plus 1, 2, or 3 = recall totals previously stored



Make the appropriate changes. Press the Esc key or Save This                     to save your changes. Click
the Delete This                 button to delete this key number.



           IMPORTANT NOTE: Care should be taken when adding or deleting Financial Statement
          key numbers. See the Setting Up Financial Statement section of this guide.


To add a new Financial Statement layout key, enter the new number. Diagram MFM-15 is displayed.
Enter “Y” and continue to enter the new information.




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                                                  Diagram MFM-15




Account Number / Financial Statement Cross Reference Maintenance

Enter the Key Number change or add and Diagram MFM-16 is displayed.




                                                  Diagram MFM-16

             7-digit Key number

             Description – Prints on the Financial Statement. Indent if necessary.

             G/L Account Number – General Ledger number to accumulate into this line on the
              Financial Statement. The description displays automatically.


Make the appropriate changes. Press the Esc key to exit and save your changes. Click the Delete This
              button to delete this key number.



           IMPORTANT NOTE: Care should be taken when adding or deleting Financial Statement
          key numbers. See the Setting Up Financial Statement section of this guide.

To add a new General Ledger Account number to the Cross Reference key, enter the new number in the
G/L field, press Enter and Diagram MFM-18 is displayed. Enter “Y” and the General Ledger Account
Number description is displayed in the dialog box.

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To continue to add G/L numbers, click the New Key button           . Enter the Key number again and
repeat for each number to be added.



Accounts Receivable Customer Maintenance

Select the Existing Customer or New Customer button. If you wish to edit an existing customer, enter the
first 5 characters of the customer name to search as shown in Diagram MFM-17.




                                             Diagram MFM-17




                                             Diagram MFM-18




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Description of the Customer Information Window:

             File # – Number assigned by Dispatch Pro

             On File – Date customer file originally created

             Opened by – Initials of user who created the customer file

             Over Limit – This customer‟s accounts receivable balance is over the limit established.

             Last Inv – Date of the last invoice

             Last Payment – Last payment received from customer


                          – Total Sales button displays the most current total dollar sales for this customer
                  Select the Total Sales button to view the sales dollars to-date. The total number of
                  charge sales (A/R Paid Trans) and the average number of days to pay are shown. (Ave
                  Payment Days)

             Accounts Receivable Balances –

                  Total Due – White numbers on black
                  Current – White numbers on black
                  Over 1 Month – Black numbers on yellow
                  Over 2 Months – White numbers on red
                  Over 3 Months – Black numbers on orange

             Name 1 (and Name 2 if desired)

                  NOTE: An asterisk is automatically inserted in the first position of the name for
                  alphabetic sorting. The asterisk should precede a business name. For an individual‟s
                  name, the asterisk should precede the last name.

               Cross St. – Enter the cross street name if available.

               City, State and Zip – Complete the address information. Once the Zip Code database is
                set up, entering the Zip Code will automatically display the appropriate city and state name
                as well as the city‟s area code in the telephone number field. If the Zip Code is not in the
                database, “Invalid Zip Code...do you want to add Zip Code? (Y or N)” is shown.

               Map Code – Enter the Thomas Guide page number and grid. (Guide available for AZ, CA,
                DC, MD, NV, OR, VA, WA.)

               Tax Zone – Tax Zone Code for states that charge sales tax. See Appendix for additional
                information.
                                         rd
               Home, Work, Fax and 3 Phone numbers

               Slsm – Enter the technician number assigned to your salesman. When entering Job Data
                For Invoices in Service Invoicing, the salesman‟s name and number assigned to that
                customer is shown. If you pay a finder‟s fee, you can use this feature as an alert to enter
                the salesman‟s number in the F/FEE field.

               Cust. Type – (W)arranty, (C)ommercial or (R)esidential



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             Cust. Init – Warranty customers only. Enter the customer‟s initials.

             Service Fee – Warranty customers only. Enter the amount to collect from the customer.

             Tax Code – Charge Sales Tax, (Y)es or (N)o

             Exempt # – If this customer is non-taxable, enter the exemption number.

             C.O.D. – Is this customer cash on delivery? (Y)es or (N)o

             U.P.P. (or Service Agreement) – Does this customer have Service Agreement? (Y)es or
              (N)o. If yes, enter 1-6 years or (L)ifetime, (S)ilver, (G)old or (P)latinum and the expiration
              date.

             Credit Hold – Is this customer on credit hold? (Y)es or (N)o (User initials are shown when
              this field is changed.)

             Statement – Does this customer get a monthly statement? (Y)es or (N)o. If (N)o and the
              customer has a past due invoice, the Past Due Notice will not print.

             Interest – Charge customer interest if past due? (Y)es or (N)o

             Allow Service – Allow service for this customer? (Y)es or (N)o. If you enter N, No Service
              is displayed on the Service Order Entry window and the service job record cannot be
              created. (User initials are shown when this field is changed.)

             Cr. Limit Set a credit limit for this customer. If the Total Due amount exceeds the credit
              limit, “Over Limit” is displayed in bright pink on both the Customer Information window and
              on the Service Order Entry window. Dispatch Pro has the ability to automatically populate
              this field with a specific amount. Call us for details.

             COD – Must this customer pay cash on delivery (Y)es or (N)o. (User initials are shown
              when this field is changed.)

             E-mail address and Comment , if desired.

             Source – Code entered when customer was asked, “How did you hear about us?”

             Contact or Credit Card #

             Credit Card Expiration Date and Client ID

             Preferred Technicians – Enter up to three numbers – optional. This number appears on
              the Command Center window.

             Technicians not to send – Enter up to three numbers – optional

             Logo – Code for printing different logos, if applicable.

             Mail – Exclude this customer from mailings? Enter a “Y” for yes or leave blank.

             Moved – Has this customer moved? Enter a “Y” for yes and the name will not appear on
              search windows. Dispatch Pro retains the information for service history.




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                    Save this information and return to the Customer Search window.

Other Customer Maintenance Features


Preventive Maintenance


              Preventive Maintenance. See Diagram MFM-19.




                                              Diagram MFM-19

             Effective – Enter the date the preventive service is to begin.

             Expiration – Enter the date the service ends.

             Tech – If you know the technician who is to perform the maintenance, you can assign
              his/her number here. If you do not enter a technician, the job will be placed in the Open
              Service Orders when you post Preventive Maintenance. (See Preventive Maintenance List
              / Schedule Posting in the Schedule section of this guide.) If the assigned Technician is no
              longer with your company at the time the service is posted to the Schedule, the job is
              automatically placed in Open Service.

             Last Scheduled Service – The date of the last job performed for this customer is shown.

             Service – Point to and click on the desired service schedule frequency, week and day.
              You must select one option from each list.

             Start month – Enter the month number when service is to begin.

             Time – Enter the service time and indicate AM or PM. If you do not enter a time, the
              service will be scheduled for 6:00 AM.

             Work Description – Enter a description of the work to be performed.



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              Comments – Enter any comments you wish.

              Contact – Enter the person to contact.


                    Click the Add New button to add another Preventive Maintenance schedule for this
          customer. Note the #1 field at the top right of the screen designates which schedule you are
          viewing.


                 Back – Displays the previous maintenance schedule set up, if applicable.


                 Next – Displays the next maintenance schedule set up, if applicable.


                      Save this information and return to the Customer Information window


                       Delete this information and return to the Customer Information window.


                    For future use


                 Print the Preventive Maintenance Inspection Report. See Diagram MFM-20.




                                               Diagram MFM-20




Collections / Invoices & Payments



               Collection Notes displays a list of Unpaid Invoices for reference. You can enter any notes
regarding the collections and the date you spoke with the customer. The first 20 characters of the notes
and the date will appear on the customer search window as a reminder. The user‟s initials and the date


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will also print on the Aged Trial Balance on the same line as the customer‟s name. This should alert you
to the fact that additional collection information can be found for that customer. Only those users
authorized to access the Dispatch Pro Financial System are allowed to delete the Collection Notes.


                Invoices and Payments displays a list of invoices and payments made for the last 12
months.


                 Payments and Invoices (from Cash Receipts) displays a list of payments made in the
last 12 months and to which invoices the payments applied.




Change Source


                Change Source displays the Customer Source list to select a different source.




                                               Diagram MFM-21


Notes

                   Notes – A notepad is available to enter notes regarding any customer or each multiple
          location. Each note is dated and time-stamped with the initials of the person recording the
          message. The message may be as long or short as desired. See Diagram MFM-22.




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                                             Diagram MFM-22




                                             Diagram MFM-23



Press the F8 key to view the previous Note, F9 to view the next Note. Click the Save This              to
save your changes, click the Delete This             button to delete this Note or click the Exit Screen

button.               Diagram MFM-23 is displayed to select the recipient.




Multiple Locations



               Change the existing information for the Multiple Location. Diagram MFM-24 is displayed.



                Add Multiple Locations – Any customer may be set up to contain multiple locations. This
is useful for chain stores or property managers who have work done at various locations but invoices or
statements are sent to the parent location.




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                                                 Diagram MFM-24




                         Preventive Maintenance and               Notes can be maintained from this window.


                        Delete the Multiple location and return to the Customer Information window


                      Save this information and return to the Customer Information window




Master Task Maintenance

Enter the Task number you wish to change or add and Diagram MFM-25 is displayed.




                                                 Diagram MFM-25



          The Master Task database contains each job task number, the sales code necessary for
          commission reports, the associated material costs and suggested amount to charge. Flat-Rate
          Billing also uses the Master Task database. An accurate database will facilitate data entry when
          entering daily service invoices and it is used in numerous calculations throughout Dispatch Pro.

          We will provide you with a list of the standard tasks that are included with your software. This list
          shows the following:


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                                                                                               th
             Task number – This is the 6-digit code (one letter, 4 numeric, one letter). The 6 digit
              should not be used when setting up the task. When the task number is entered in Service
                              th
              Invoicing, the 6 digit is assumed to be the letter “T” for Main Task. When the letter “A” is
              added at the start of the task number, the Additional Task pricing is displayed automatically.

              U Tasks – Special codes beginning with the letter U (“up-charge”) are designated for
              commission purposes only. This task number is entered in Service Invoicing to reflect
              costs that are to be charged back to the technician. The first two numeric digits after the U
              control the percentage of cost markup and the last two digits allow for further breakdown.
              For example:

                        U3001 = 30% markup for laborers           U2001 = 20% markup for laborers
                        U3002 = 30% markup miscellaneous          U2002 = 20% markup miscellaneous


              Other U Tasks can be set up for specific purposes such as a percentage to be charged
              back and as a task to control Quick Purchase Orders. The task number used for charge
              back begins with U00 and will not be considered for markup. The task number used for
              Quick Purchase Orders can be considered for markup by using the percent as the first two
              numeric digits. The 2-digit Sales Codes for the U Tasks are ignored. When entering U
              Tasks, the Sales Code and Charges fields are not shown.


              * Tasks – Other special task codes can be set up for various types of discounts such as
              10% Senior Discount or $25 Coupon. The same number structure should be used to
              simplify data entry. For example:
                         *1001 = 10% Senior Discount
                         *1501 = 15% Senior Discount
                         *1502 = $15 Coupon
                         *2502 = $25 Coupon

                Using an asterisk as the first digit of the Task number will automatically calculate the
                discount in Service Invoicing. The * Task also performs a specific function for Royalty
                and Commission reports. The technician will use the * Task on the invoice and apply the
                discount. The *Task is not added to task counts on the Sales Reports and the
                Commission Report.

                When the * Tasks are created in Master Task Maintenance, the 2-digit Sales Code will
                automatically show two asterisks. “This Task will be used as a discount item” is
                displayed to alert you to the special function of this task.

                The Discount percentage amount (i.e. *1501) will automatically calculate 15% of the
                invoice when this task number is entered in Service Invoicing.

                The Discount dollar amount (i.e. *2502) is entered automatically when this task number
                is entered in Service Invoicing. You must enter the dollar amount as a negative (-25.00)
                in the Standard Charge (Primary Task) field.


              User-Defined Special Tasks – Up to 5 special tasks can be established that will or will not
              (your choice) affect commission and/or royalty calculations. These special tasks may be
              used for items such as Liens or Returned Check fees. An example of how these tasks are
              used in the royalty and commission calculation is shown below.




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                        Task                     Pay
                        Name                     Commissions

                        LIENS                    NO
                        RETCK                    NO
                        SPEC1                    NO
                        SPEC2                    NO
                        SPEC3                    YES

                The description of these tasks is defined by you and can be up to 5 characters in length.
                Each task must first be added in Accounting / Miscellaneous File Maintenance / Master
                Task Maintenance. Once established, you must then contact Dispatch Pro to set these
                options for you.


             Sales Code – Code 01 through 10 is the code used for Commission reporting. The Sales
              Code is ignored for the U Task and asterisks are automatically placed in the field for the
              *Task.

             Task Description – Description of the task

             Material Cost – All costs (materials, subcontractors, permits etc.) are entered in the Cost
              column when entering Service Invoices. Costs, for commission report purposes, can either
              be entered as marked-up or as actual. If they are entered as already marked-up, then a
              field on the Technician‟s Maintenance window, “Material Cost Pct” must be left blank.
              Leaving this field blank will prevent further cost markup and will not generate any
              accounting entries. Dispatch Pro has several different options that you can elect to
              manage these costs.

                Commissions unaffected by material costs:
                     If parts and materials are shown on the invoice and charged to the customer, you
                     may wish to use a specific task number for that purpose. That task number is
                     entered in Service Invoicing and the dollars are reflected in the total invoice. In
                     this scenario, commissions are paid on the total amount of the invoice, which
                     include the material costs.

                Invoice amount reduced by material costs before commissions:
                        If the parts and materials used on the job are included in the amount charged to
                        the customer, the dollar amount of the materials is generally not shown on the
                        customer‟s copy of the invoice. In order for you to track the use of the parts and
                        materials for each job, the material costs must be entered into Dispatch Pro.
                        You may also wish to reduce the total amount of the invoice by these costs
                        before commissions are calculated.

                                Actual Costs
                                The cost of parts and material can be entered in Service Invoicing as the
                                actual amount paid. Dispatch Pro will subtract the costs from the total
                                invoice to arrive at the Net Service Volume. The actual costs can either
                                be marked up automatically for commission purposes or accounting
                                entries can be generated that remove the material from the truck
                                inventory and charge it to expense. Commissions are then calculated on
                                the Net Service Volume.




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                                Markup Costs
                                If you wish to mark up the material costs by a percentage amount, the
                                percent is entered for each technician. Material costs are multiple by this
                                percentage and shown (optionally) on the commission report as Total
                                Costs. This applies to all tasks, other than those that begin with the letter
                                “U” as discussed early. You can enter two or more tasks to give more
                                flexibility in computing the desired mark-up when entering your daily
                                invoices. Dispatch Pro will subtract the Total Costs from the invoice to
                                arrive at the Net Service Volume. Commissions are then calculated on
                                the Net Service Volume.
                                           Each technician can have:

                                                 A different markup percentage
                                                 No markup at all
                                                 Never deduct costs when calculating commissions

                                        There is another option that can be elected for all technicians. If
                                        the total costs for the job are less than $100 (or any specified
                                        dollar amount), the costs are not deducted from the invoice
                                        amount. The $100 deductible can be before the costs are
                                        marked up or after the markup.


             Member Charge (Primary Task) – Amount to charge for this primary task. If the customer
              has a Service Agreement in effect, this price is displayed when the task is entered in
              Service Invoicing.

             Standard Charge (Primary Task) – Amount to charge for this primary task.

             Member Charge (Add‟l Task) – Amount to charge for this additional task. If the customer
              has a CPP (Service Agreement) in effect, this price is displayed when the task (preceded by
              the letter A) is entered in Service Invoicing.

             Standard Charge (Add‟l Task) – Amount to charge for this additional task

             CPP , BIO, SRB – Does this include Service Agreement, BIO and/or Hydro Scrub?
              BIOChoice can have a 1, 2 or 3 to indicate the quantity.

             Warranty – The warranty period for this task; number of days or 1-8 years, 10, 12, 15 or 20
              years or LTD (Limited warranty).

             Warranty Type – Standard warranty printing or include special wording. This field is used
              for customers who print Price Books.

             Hrs – The number of hours to complete this task.

             Min – The number of minutes for additional task completion.

             OT – Show Overtime on the Price Book? Y or N




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            IMPORTANT NOTE - Service Agreement – You can create Silver, Gold and
           Platinum Service Agreement. The majority of the Dispatch Pro customers use the following
           task numbers:

             A0001 = 1 Year Service Agreement
             A0002 = 2 Year Service Agreement
             A0003 = 3 Year Service Agreement
             A0005 = Lifetime Service Agreement


             If you wish to use these new designations, simply create 3 new tasks (i.e. A0010, A0012,
             A0013) with descriptions such as Silver SA, Gold SA or Platinum SA. Then, in
             Accounting, Miscellaneous File Maintenance, enter the appropriate letter (S, G or P) in
             the agreement field.

             All areas of Dispatch Pro that display Service Agreement information will indicate the type
             of agreement.



          Save this information and return to the Miscellaneous File Maintenance window.


           Delete this information and return to the Miscellaneous File Maintenance window.




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Customer Source Maintenance

The Customer Source selection window is displayed when completing a new Service Order. The sources
are displayed in alphabetical order, first by category code and then by (description of the) source. Source
number 998 is reserved for Residential repeat customers, and 999 is reserved for Commercial repeat
customers.


              Use the Add Source button to add a new source code. Diagram MFM-26 is shown to
select a category for the new code.




                                              Diagram MFM-26



Or enter the three-digit code for the source you wish to maintain.                to select from a list of
all sources.

You can print a list of the codes and their descriptions in Miscellaneous File Print. Diagram MFM-27 is
displayed.




                                              Diagram MFM-27



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              Code – Three-digit code number for each source. (i.e. 001, 002).

              Category – 1 - 3 digits. This is the primary sorting sequence on the selection window when
               entering a new service customer.

              Description – You may wish to add the page number for Yellow Page advertising as shown
               above.

              Ad Host –The company name with whom you have placed the ad.

              Ad Locations – Regional or Local

              Ad Cost – The cost of the advertisement

              Ad Expiration Date – Date this ad expires

              Ad Size – Full page, ½ page, etc.; Ad Position; Ad Page Number

              Ad Color – Is the ad in color, yes or no.

              Ad contact – Person to contact regarding this ad.

              Contact Telephone Number – The telephone number for this contact person.

              Display Ad Results (from invoiced jobs only, based on job date) – Enter the dates for the
               report. See an example in Diagram MFM-28.




                                                Diagram MFM-28


              Save this information and return to the Miscellaneous File Maintenance window
               Delete this Source Code and return to the Miscellaneous File Maintenance window

If you wish to create your own categories, select Other to enter your own category codes




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Telephone Area Code Maintenance

When telephone companies add new area codes, there are generally multiple prefixes within the old area
code that must be changed to the new code.

Select Telephone Area Code Maintenance from the Miscellaneous File Maintenance Menu and Diagram
MFM-29 is displayed.

Enter the old area code and the new area code. Enter each prefix that is to change to the new area code.

When all numbers have been entered, click on the Go Change                 button.




                                             Diagram MFM-29




Work Description Maintenance

The Schedule program sets up the jobs to be performed. The work description data entry is facilitated by
this database. A selection window can be displayed with often-used work descriptions. A simple point-
and-click will enter the desired description. The 5-digit code entered here (along with the description)
designates the sequence on the selection window.


Suggestion: The Work Description code and description can be a “main heading” from your price books
that will help the technicians know what area of the price book to check for more accurate task numbers.

Enter the Work Description Code and Diagram MFM-30 is displayed. Make the appropriate changes.




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                                           Diagram MFM-30




          Save this information and return to the Miscellaneous File Maintenance window


           Delete this information and return to the Miscellaneous File Maintenance window




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Combine/Delete Customer Names

Duplicate customer records should not be deleted. Instead, use the Combine/Delete feature Dispatch
Pro will combine the information from two customers into one.

Enter the first 5 characters of the last name of the first customer you wish to combine/delete. Diagram
MFM-32 is displayed. Notice the separate listings for Baker Construction and Baker Construction 17307.
They are the same customer.




                                              Diagram MFM-31




                                              Diagram MFM-32



Select the first one and Diagram MFM-33 is displayed.




                                              Diagram MFM-33


          nd
In the 2 customer field, enter the first 5 characters of the name again and select the duplicate.



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                                               Diagram MFM-34


      nd                                                                                  st
The 2 customer listed has a more complete name, address and phone number. The 1 customer is
missing this information. In this example, the Save/Delete questions are answered as:

           Save #1, Delete #2 No
           Save #2, Delete #1 Yes




County Tax Zone Maintenance
Refer to the Appendix for additional details if your state charges sales tax on labor and materials.




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Convert to Multiple Location

Any customer may be set up to contain multiple locations. This is useful for chain stores or property
managers who have work done at various locations but invoices or statements are sent to the parent
location. Convert to Multiple Locations, makes it easier to create the multiple locations by eliminating the
need to retype the customer information.




                                               Diagram MFM-35


Enter the first 5 characters of the last name of the billing customer. This is the customer who receives the
invoices and the statements. Diagram MFM-36 is displayed showing the billing customer only.




                                               Diagram MFM-36




                                               Diagram MFM-37




Enter the first 5 characters of the last name of the future multiple location customer. Diagram MFM-38
shows both customers for verification.




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                                               Diagram MFM-38




           Click the Convert button to activate the conversion.

Answer Yes to finalize
                                                                                            Diagram MFM-39




Area Proximity Maintenance

A feature of Dispatch Pro enables an Area to be assigned to every Zip Code. In the example in Diagram
MFM-38, Area B1 is assigned to Zip Code 90001. In close proximity is Zip Code 90002 (Area A1) and
Zip Code 90003 (Area C1). When assigning an Open Call to a technician, the Area where the technician
is at this time is entered. Then all the Open Calls that are Near (in close proximity) are displayed for
selection.

In this example if the technician is currently in Area B1, all Open jobs that are in Areas A1, A2, B2, C1
and C2 are shown.




                                               Diagram MFM-40



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Customer Comments/Survey Maintenance

Pre-defined questions can assist your staff when conducting a Customer Satisfaction Survey. There are
10 questions for 3 categories, Residential, Commercial and Estimates. The Customer Type Code (R or
C) controls the questions that are shown for completed jobs. The Estimate questions are shown only if
the completed job is an Estimate. Another category, Telephone Prompt, appears at the beginning of
each survey to help your staff with an opening phrase.

Select the type of question you wish to maintain from the menu. For each of the customer types,
Residential and Commercial and for Estimates, 10 lines are shown for your questions. The Telephone
Prompt has 3 lines. See samples in Diagram MFM-42 and MFM-43.

An analysis of the survey answers can be found in Special Reports.




                                            Diagram MFM-41




                                            Diagram MFM-42




                                            Diagram MFM-43



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Cancel / Lost Call Reason /Chore Codes Maintenance

When a job is cancelled or “lost” (no description entered in Service Order Entry) in the Dispatch program,
a list of user-defined reasons is shown. Change, delete or add to the list with Cancel/Lost Call Reason
Maintenance.




                                                Diagram MFM-44




                                                Diagram MFM-45




            Click the Search button for all the existing Reasons. Select the one to change.



          Click the Add button to add a new reason.




                       Diagram MFM-46                                   Diagram MFM-47




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Chore Codes Maintenance


        Click the Search button for all the existing Chores or      click the Add button to create a
new Chore.




                                             Diagram MFM-48

Answer Yes to the question Post to time cards? if you want the chore hours on the employee time cards.




Marketing Area Maintenance

Each of the Zip Codes where you provide service can be assigned a 2-digit Marketing Area code. Use
Marketing Area Maintenance to assign a 25-character description to each code. This description prints
on the Market Area Analysis reports that give you the ability to analyze market segments within your
franchise.




                                             Diagram MFM-49




           Save this information and return to the Miscellaneous File Maintenance window


             Delete this information and return to the Miscellaneous File Maintenance window




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Inventory Vendor Maintenance (For QPO)

Quick Purchase Orders vendors are set up as needed in the Dispatch program and can be maintained
here.




                                               Diagram MFM-50



            Save this information and return to the Miscellaneous File Maintenance window

             Delete this information and return to the Miscellaneous File Maintenance window

Skill Description Maintenance

Each technician can be coded with up to 10 different skills and each skill can be rated on a level from 1 to
5. The skills are defined with an 18-character description that is displayed in the Dispatch program to
assist in the assignment of jobs.




                                               Diagram MFM-51




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                                  Miscellaneous File Print

In this section we will cover the following:


          Printing database lists for reference
          Printing customer mailing labels
          Creating an import file of your customer records to use for mail merging
          Printing Analysis reports, by month, of service dollars and jobs performed in each Zip Code




                                                Diagram MFP-1




All of the Miscellaneous File Print programs allow you to print or display the reports.




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Password List


Click on the Display button   or Print button      for the Password List report.




                                        Diagram MFP-2




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Technician List
The Technician List selection displays Diagram MFP-3. Select the print format you wish.


Click on the Display button        or Print button      .




                                             Diagram MFP-3




                                             Diagram MFP-4



Zip Code List


Click on the Display button        or Print button       for the Zip Code List report.




                                             Diagram MFP-5


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G/L Chart of Accounts List


Click on the Display button          or Print button     . The General Ledger Chart of Account reports
can be printed in numeric order or category order, and show individual trucks.




                                             Diagram MFP-6




                                             Diagram MFP-7


Financial Statement Layout



Click on the Display button        or Print button      for the Financial Reports Layout.




                                             Diagram MFP-9




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Acct Number/Financial Statement Cross Reference


Click on the Display button          or Print button       for the Financial Statement Cross Reference
List.

The report can be printed or displayed in Key Order, Account Number Order or Both Lists.




                                               Diagram MFP-10




                                               Diagram MFP-11




Customer List

The Customer List selection displays Diagram MFP-12, giving you 19 different print or display options.

Click on the Display button          or Print button      .
Delimited Import File Option creates a file of your entire customer database. This file can be opened in a
spreadsheet program such as Microsoft Excel. The one-page File Layout report can be displayed or
printed for reference. See Diagram MFP-14. The Delimited Import File is named CUSTFILE.TXT and is
created in the DSMI\DATA folder on your server.




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                           Diagram MFP-12




                           Diagram MFP-13




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                                             Diagram MFP-14




Source Analysis


The Source Analysis selection displays Diagram MFP-15. Click on the Display button            or Print

button      . Select Customer Analysis, Advertising Results or Job Analysis by count or dollars.
Samples are shown in Diagrams MFP-16, 17 & 18.




                                             Diagram MFP-15




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Customer File Analysis




                           Diagram MFP-16




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Job Source Analysis – Count




                              Diagram MFP-17




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Job Source Analysis – Dollars




                                Diagram MFP-18




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Master Task Reports


Master Task Report selection displays Diagram MFP-19. Click on the Display button               or Print

button       .




                                               Diagram MFP-19



Master Task List – Displays or prints the entire Master Task List.




                                               Diagram MFP-20



The Master Task Analysis – Displays or prints the number (count) and dollars sold for each task. The
report can be printed in task number order or in order of descending totals. After display or print answer
yes or no to the question “Do you want to clear counts/dollars? (Y/N) Last cleared on 09/01/06.”




                                               Diagram MFP-21




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Source List


Click on the Display button        or Print button       for the Customer Source List and the report will
print or display immediately.




                                             Diagram MFP-22




Financial System Budget List


Click on the Display button       or Print button       for the Budget List. The selection displays
Diagram MFP-23. Select the type of report and the year you wish.




                                             Diagram MFP-23




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                                               Diagram MFP-24



Customer Mailing Labels or Output File



Click on the Display button          or Print button           for Customer Labels or the Output File.
Diagram MFP-25 is displayed.




                                               Diagram MFP-25



          Select Dates – Enter the From and To date range (customers were originally set up).

          Minimum sales amount – This amount can further define the type of customers you wish to
          include.
                                                        nd
          Occupant line – Print Current Occupant on 2        line

          Type of customer – All customers or specific customer types

          File Source – Usually Main Customer File unless you wish to only include customers with
          multiple locations



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          Type of Output – Labels or file

          Printer Type – Laser or Ink Jet or display on screen

                  Laser = Avery # 5351 or 5314 (1” x 2 13/16”)
                  Ink Jet = Avery # 8160 or 8660 (1” x 2 5/8”)

          Zip Codes – Enter up to 10 Zip Codes or ALL to include all Zip Codes


Press F2 to start printing


If you selected Delimited Import File a message is displayed in the upper right corner similar to:
         File C:\DSMI\DATA\LABELFIL.TXT has been created….Press any key when ready.

This file can be imported into your word processing program.




Zip Code Analysis


Select Zip Code Analysis and Diagram MFP-26 is displayed. Click on the Display button                or Print

button         . The Zip Code Analysis can be printed for all Customer Source Codes or a specific Code.




                                               Diagram MFP-26




The Zip Code Analysis – Count
report displays or prints the number of
service jobs that were performed in
each Zip Code by month.




                                                                  Diagram MFP-27




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The Zip Code Analysis – Dollars
report displays or prints the total
service dollars that were performed in
each Zip Code by month.




                                                                   Diagram MFP-28




Work Descriptions


Click on the Display button          or Print button        for the Work Description List.




                                               Diagram MFP-29




List of County Tax Zones
Refer to the Appendix for additional details if your state charges sales tax on labor and materials.




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Area Proximities List


Click on the Display button        or Print button       for the Area Proximities List.




                                             Diagram MFP-30




Marketing Area Analysis

Select Marketing Area Analysis reports and Diagram MPF-31 is displayed. Click on the Display button

          or Print button     . A sample of each report is shown in Diagrams MFP-32 – 35.




                                             Diagram MFP-31




                                             Diagram MFP-32



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                                            Diagram MFP-33




                                            Diagram MFP-34




                                            Diagram MFP-35




Potential Duplicate Customers

Select Potential Duplicate Customers/Address and Diagram MFP-36 is displayed. Click on the Display

button         or Print button      for the Duplicate Customers or Duplicate Addresses List.



                                            Diagram MFP-36




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If duplicate customers are found, use Miscellaneous File Maintenance, Combine/Delete Customer Names
to combine one of the duplicates into the other.

List of Inventory Vendors (Used for QPO)


Click on the Display button       or Print button       for the Inventory Vendor List.




                                            Diagram MFP-37




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                                         Special Reports

In this section we will cover the following:

          Printing the Commission Report
          Making adjustments to task costs for commission purposes
          Maintaining the commission percentages and dollar amounts for job tasks
          Creating and maintaining bonus information
          Printing sales reports for each technician
          Analysis reports for incoming calls, specific tasks, job values by day, and survey answers
          Sales tax reports for states that are required to collect and pay sales tax




Start the Special Reports program
          Diagram SR-1 is displayed.




                                                 Diagram SR-1

          The Special Reports program generates the following reports:

                  Commission Report – Commission Report, Summary and CSR Commission Report, if
                   desired.

                  Sales Report – Detail and Summary accumulation of sales based on Task numbers
                   and their associated Sales Codes.

                  Technician‟s Sales Report – Sales, by Technician detailing success ratios, percent of
                   sales to total sales by Task Sales Codes.

                  Open Jobs / Incoming Calls Analysis – Numbers by day and time periods of
                   incoming calls.

                  Sales Tax Reports – Monthly reports for states that report sales tax collected.

                  Service Task Report – Dollars and counts accumulated for specific task numbers and,
                   if desired, the Zip Codes where the service jobs were performed.




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             Call Value Analysis – Discover the total number of jobs, the revenue generated and
              the average dollars for specific dates. Analyze whether a mass mailing or a field day
              leaving “door hangers” was successful.

             Survey Analysis – How do your customers perceive your service, your technician‟s
              professionalism?

             Monthly Sales Tracking Report – Project your daily sales dollars for a given month to
              compare the actual daily and month-to-date to the daily and month-to-date variance.

             C.S.R. Performance Report – Analyze how successful your CSR‟s are at generating
              jobs from customer calls. Why are customers canceling jobs?

             Distribution of Labor and Materials by Sales Code – Future

             Sales Breakdown by Task – Detailed sales based on the Sales Code assigned to
              every task number.

             Print Time Sheets –

             Technician Analysis – Future

             List of Jobs Not Invoiced – Report of all jobs completed, Dispatched, Arrived or
              Pended that have not been invoiced.

             List of Technicians Preferred or Refused by Customers – Reports listing customers
              who prefer specific technicians or who have asked that specific technicians not be sent
              to their site.

             Company Performance Detail and Summary Report – Analyze whether technicians
              are dispatched and arrive at job sites within the promised times.

             Estimate Analysis – Counts & dollars of estimates sold and lost.

             Recall Analysis – Count and dollar amount of recalls to total dollars sold and the
              percent of sales.

             Chores Report – Technicians performing tasks not related to customer jobs.

             Net Profit Reports – Create a Net Profits Reports based on your criteria.

             Company Job Analysis – An analysis of jobs, dollars invoiced and averages.

             Technician Job / Task Analysis – Not available.

             Dispatcher / CSP Analysis – Number of calls taken and dollars invoiced from those
              jobs.

             Net Labor Report – Not available.




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Commission Reporting & Options with Dispatch Pro

          The Commission Report produces two reports; (1) Detail Commission Report and (2)
                                                    rd
          Commission Summary report. An optional 3 report, Service Agreement Commission Report,
          can be produced to pay a special commission on the job that resulted in a Service Agreement
          sale.

          The Detail Report has a separate page per technician and lists all of the invoices for the
          commission period in invoice number sequence. If the invoice has a zero amount it will be coded
          as an “E,” (estimate), an “N,” (no charge), a “V,” (void) or an “R,” (recall.) Optionally, you may
          print the Cost and Total Cost columns on the Detail Commission Report.

          Dispatch Pro will code the invoice as to the number of tasks that were performed in each of the
          nine sales categories. Optionally, the total hours worked can be shown.

          The commissions can be split between up to four technicians regardless if the job is new or a
          recall.

          There is a lot of flexibility in marking up costs (i.e. material, sub-contractors and permits). This is
          discussed in more detail in the Service Invoicing section of this guide.

          Commission percentage is controlled by an entry in Technicians Maintenance. A separate
          commission rate (or flat dollar amount) can be given to up to 25 task numbers.

          For example, you may wish to pay a higher commission rate when more profitable tasks are sold
          or pay an additional commission percentage when your technicians work the evening shift. From
          1-25 tasks numbers can be added or changed for that purpose. To accomplish this:

                     Add the task number with Miscellaneous File Maintenance; Master Task Maintenance
                      in the Accounting program. Most likely you will add 9 task numbers that correspond to
                      the 9 sales categories.
                     Edit the new task number with Commission Percent/Dollar Amount Maintenance in
                      Special Reports. Add the commission percentage (or dollar amount) that you wish to
                      pay when this task is entered in Service Invoicing.
                     Use this task number whenever the technician sells the more profitable task or works
                      the evening shift.

          A separate charge, a percent or a flat dollar amount, can be assigned to each invoice. For
          example, a charge of $10.00 can be assigned for using the company truck. This fee may be
          called a “fuel surcharge” or a truck operating charge

          If the material markup percentage is computed using more than one percentage, an asterisk is
          printed to the right of the Total Cost column indicating that the calculation percentage is
          “blended.”

          If the commission percentage is computed using more than one percentage (or a flat dollar
          amount), an asterisk is printed to the right of the Commission column indicating that the
          calculation percentage is “blended.”

          In addition to commissions, a bonus may be calculated on the net sales dollars (after cost
          deductions) or on the gross sales dollars. Dollar amounts on which to pay the bonus are entered
          in Bonus Table Maintenance. Or a fixed dollar amount can be paid based on reaching a specific
          sales limit. Bonus can be calculated monthly or every pay period.



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          The Detail Commission Report calculates and prints the Actual Hourly Rate from the total
          commission dollars paid divided by the total hours recorded. Items such as processing fees,
          royalty fess and materials costs charged back to the technician may result in a different
          commission percentage. The Commission Summary calculates and prints the Actual
          Commission % paid to your technicians.

          A flat dollar amount or percentage of the Service Agreement sale can be paid to each individual
          user that takes the initial service call. The amount to pay is established for each Service
          Agreement task. The Service Agreement Commission Report lists all of the invoices that have a
          Service Agreement task for the commission period in invoice number sequence. The Service
          Agreement Commission Report prints one page for each individual user with the commission
          amount. Dispatch Pro personnel must activate this feature.



Recap of commission options:

             Calculate commission dollars on Net Service Dollars – Standard Price. Arrive at the
              Net Service Dollars beginning with the actual invoice amount

             Calculate commission on Net Service Dollars – Member Price. Arrive at the Net
              Service Dollars beginning with the Member Price (Master Task database) for each task listed
              on the invoice. Bonus dollars can also be calculated from the Member Price.

             Calculate a Service Agreement commission for the representative who took the
              service call. Pay a percentage of the Service Agreement invoice amount or flat dollar
              amount.

             Calculate a Service Agreement commission for the technician in the form of a
              percentage of the Service Agreement invoice amount or flat dollar amount for each sold.

             Pay a direct dollar commission to any technician. Processing fees are NOT deducted
              from the direct commission dollars.

             Calculate a bonus in addition to the commission based on information in the Bonus Table.
              For Bonus calculations Dispatch Pro can, optionally, ignore the gross or net service dollars
              for all special tasks established to pay a special commission rate (such as the Service
              Agreement commission mention above).

             Pay an additional commission percent by entering the percent in Service Invoicing for a
              specific job.
                                                      nd
             Calculate a commission based on a 2          percentage rate for specific tasks.

             5 special tasks numbers can be established that will or will not (your choice) affect
              commission and/or royalties such as liens or returned-check charges.

             Pay a Finder‟s Fee to the technician. The fee can either be a percentage of the invoice or
              a flat dollar amount.




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Deduction options to apply before commissions are calculated:

             Royalty charge-back – Calculate a percentage of the total invoice and subtract this amount
              from the gross invoice dollars before calculating commissions.

             Processing Fee – Charge a processing fee per invoice. The fee can be a flat dollar amount
              or percent of the total invoice. Subtract the fee from the net service dollars before
              calculating the commission.

                 This fee is not charged if the invoice is a Void.
                 This fee is not charged back to the original technician if the invoice is a recall.
                 This fee is not charged if the invoice is created from the Invoice Correction feature.
                 This fee is not charged if the New Job# button was used in Service Invoicing.

                 This fee is charged to the technician redoing the work if the invoice is a recall. (Or an
                 option can be set so the processing fee is waived if the invoice is a Recall.)

                 This fee is charged if the invoice is an Estimate. (Or an option can be set so the
                 processing fee is waived if the invoice is an Estimate.)

                 This fee is charged if the invoice is a N/C – no charge. (Or an option can be set so the
                 processing fee is waived if it is a N/C invoice.)

                 This fee is charged if the invoice amount is zero but there are material costs involved.

                 Note: If the invoice is for a task that pays special commission and there are no other
                 tasks involved, the commission rate is applied to the Processing Fee. See example
                 below.

                         Invoice amount = $289.00 with special commission of $139.50
                         Process fee     = $ 20.00
                         Technician is paid 21% commission

                         Commission is calculated as follows:
                         $20.00 x 21% = $4.20
                         $139.50 - $4.20 = $135.30 - This is the amount of commission.


Material Cost Options:
Material costs are entered in Service Invoicing and the costs are deducted from the invoice amount
before calculating commissions.

             Each technician‟s database can be coded as follows:
              NO = Do not deduct costs except when costs are entered with U task.
              % = Percent to mark up the cost before deducting from the gross invoice dollars
              Blank = Costs are not marked up at the technician level

             All technicians
              A deductible amount must be reached before costs are subtracted from the invoice amount.
              The deductible amount is user-defined and can apply before or after the cost amount is
              marked up.



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             Costs Markup
              Mark up all materials by percent in technician database.
              Mark up the materials entered via a Quick Purchase Order automatically based on an
              optional percentage.

              U tasks entered in Service Invoicing – The first 2 digits of the task number indicate the
              percent of markup, i.e. U2501 is 25%.

              Costs are not deducted if they are entered using a task that already is paying a higher
              commission, such as Service Agreement. (See Special Reports/Commission Percent/Dollar
              Amt Maintenance)

             Other considerations:
              The tasks for Service Agreements may be coded in Special Reports/Commission
              Percent/Dollar Amt Maintenance with a flat dollar amount to pay as a commission or a
              percent of the Service Agreement sales price. Tasks coded in this database are handled
              separately when calculating commissions. If the invoice includes the Service Agreement
              task and another tasks, to verify the commission you must subtract the sales amount of the
              Service Agreement from the invoice before calculating the commission.




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The Commission Report

Select Commission Report.

          Diagram SR-2 is displayed. Other options on this menu are discussed later in this section.




                                                Diagram SR-2


If you have multiple franchises, select the one you wish or select All.




                                                Diagram SR-3




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Enter the Start and End Date for the Commission Report. The dates are displayed
for any incomplete batches within the range entered.


Tech – Enter the 3-digit technician number or All for all technicians.
          NOTE: When All is selected, both the Detail Commission Report and Summary are printed.


Summary Only? – Print or display only the Commission Summary.


Include the following:

             Cost and Cost Markup – Enter Yes or No

             Hours – A No answer will remove hours from the report.

             Address instead of name – A Yes answer will print the Service Address instead of the
              name.

             Signature Line – A Yes answer will print a signature line for the technician‟s acceptance of
              the report.

             Tech Totals – A No answer will remove the total line from each technician‟s commission
              report.

             TOC – Print TOC? Y or N

             Jobs not invoiced – A list of jobs that have not been invoice will print on each technician‟s
              commission report to alert them for the next pay period. A Yes answer displays fields to
              enter “warning dates” to print on the report.

             On Printing: Replace TOC with % of Material Used: This print option will assist in your
              review process. Answer Yes to see the percentage of materials used but then answer No
              when printing the final Commission Report. If you use a per-invoice charge such as Truck
              Operating Charges (TOC) they are not shown when you print the Percentage of Materials
              Used.

             Subtract discounts when computing commission – If you wish to pay your technicians
              commission on the discount you offer to customers, answer No.

          Another question, Include Balance Forwards? appears only if the Bonus Table Frequency is
          “monthly.” It is required to correctly compute the bonus. A “yes” will combine all sales and
          commissions from the first day of the month through the end of the pay period.



Click on the Display button                   or Print button            .




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                                                 Diagram SR-4

                                                                                                      nd
          NOTE: The small number 2 that appears to the right of the Service Name indicates that a 2
          commission rate was used for these invoices. The small letter C that appears to the right of the
          task counts indicates that a coupon was included in these invoices.




                                                 Diagram SR-5



          If you have elected to calculate a Service Agreement commission for the representative who took
          the service call as discussed earlier, a sample of the CPP Commission Report (Service
          Agreement) is shown in Diagram SR-6.




                                                 Diagram SR-6


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                                               Diagram SR-7



Commission Report – Commission Percent/Dollar Amount
Maintenance

          The Commission Percent/Dollar Maintenance allows you to pay a different commission for
          selected tasks. You can enter up to 65 task numbers with an amount or a percentage of the task
          charge to pay. A report can be printed for future reference. The Commission Report prints a
          recap when commission is paid from these special tasks.


Select Commission Percent/Dollar Amount Maintenance from the Commission
Selection window.




                                               Diagram SR-8




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                                               Diagram SR-9



Enter the task number you wish to change and press Enter. Add or change the
Commission % or Commission $ fields. Press the Esc key to enter another task.

Click on the Display List button                        or Print List button                   to
print the Commission Rate List report.




                                              Diagram SR-10




Commission Report – Commission Hours/Minutes Adjustment

          Commission Hours/Minutes Adjustment enables adjustments to costs charged to job after the
          invoice batch has been closed. Corrections can be made to the technician‟s hours, to split
          commissions or changes to which technician performed the task. Adjustments take place before
          commissions are paid.


Select Commission Hours/Maintenance Adjustment from the Commission
Selection Screen.




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                                   Diagram SR-11



Enter the job number to adjust the costs. The original invoice is shown. Only the
tasks beginning with “U” can be adjusted.




                                   Diagram SR-12



Enter the Task # to adjust. Do you want to add this task to this job? Answer Y




                                   Diagram SR-13



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Enter the number of minutes required for this task.


Or the technician‟s hours can be adjusted. Press the Esc key and additional
fields are shown as in Diagram SR-14.




                                                Diagram SR-14




Commission Report – Bonus Table Maintenance

          In addition to commissions, a bonus may be calculated on the net sales dollars (after cost
          deductions) or on the gross sales dollars. Six (6) different tables can accommodate a variety
          ranges. Each technician can have one bonus type. A fixed dollar amount or an additional
          percentage can be paid based on reaching a specific sales limit. Bonus can be calculated
          monthly or every pay period.


Select Bonus Table Maintenance from the Commission Selection Screen.
Diagram SR-15 is displayed.




                                                Diagram SR-15




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                   Example –

                   Assume the Technician normally receives 25% commission. In Diagram SR-20, Bonus
                   Type A will pay the Technician 26% when the Net Service Volume is between $2,501 and
                   $3,500. When the Net Service Volume is between $3,501 and $5,000 the Technician will
                   receive 27% commission. On the Commission Report the amount for each invoice is still
                   calculated at 25%. The bonus amount, calculated at the 1, 2, 3 or 4% is shown
                   separately.


          Type A

          Frequency – Frequency to calculate bonus: (E)very pay period or (M)onthly. This applies to all
          six types.

          Net or Gross – Calculate the bonus on the net sales dollars (after cost deductions) or on the
          gross sales dollars.

          Limits – Enter the upper limit dollar amount that must be reached (either monthly or every pay
          period) before the bonus is paid.
          % – Enter the percentage (nn.n) of sales dollars for bonus calculation.

          $ – Enter the dollar amount to pay instead of a percent. Only a single dollar amount is entered for
          each Bonus Type.
          Type B - Type F

          Net or Gross – Calculate the bonus on the net sales dollars (after cost deductions) or on the
          gross sales dollars.

          Limits – Enter the upper limit dollar amount that must be reached (either monthly or every pay
          period) before the bonus is paid.

          % – Enter the percentage (nn.n) of sales dollars for bonus calculation.

          $ – Enter the dollar amount to pay instead of a percent. Only one dollar amount is entered for
          each Bonus Type.




Commission Report – Direct Commission Dollars

          The Commission Report program can calculate a specific dollar amount to be paid to any
          technician or staff member. The direct commission dollars can be paid in addition to the normal
          commission. If desired, the amount can be entered as a negative, which will subtract from the
          total commissions for the pay period.


Select Direct Commission Dollars from the Commission Selection Screen.
Diagram SR-16 is displayed.




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                                    Diagram SR-16




Click the New button             to create a new direct commission entry. The
Change button              is used to change an existing direct commission entry.




                                    Diagram SR-17



Enter the technician number and select computation by (H)ourly rate or
(C)ommission rate. The hourly rate is shown if it was entered for this technician.
You can enter the hours and the actual commission dollars will be calculated. Or
enter just the dollar amount you wish to pay. Click the Save This
button.




                                    Diagram SR-18




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          NOTE: The Direct Commission entry in the sample above was automatically assigned a job
          number of 07-02-005. If the dollar amount needs to be changed or deleted, click the Change
          button, enter that job number and click the Delete button.


Commission Report – Commission Export File




                                                Diagram SR-19




Sales Reports

          The Sales Report lists all of the invoice detail in invoice number sequence for the time period
          selected. The tasks performed, the technician and the number of trips required to complete the
          job are listed.

          The Sales Report Summary has two separate sections; (1) Total sales by Residential, and
          combined Commercial and Warranty customers for each of the service types, (2) The number of
          jobs, job average, calls, estimates and hours worked for the period.



Select Sales Report from the Special reports menu. Select the type you wish.




                                                Diagram SR-20




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                                    Diagram SR-21




Enter the Start Date and End Date for the Sales report. The dates are displayed
for any incomplete batches within the range entered.


Select to print only the summary (Y) or both the summary and the detail (N).
Click on the Display button        or Print button     .

See samples in Diagrams SR-22 and SR-23.




                                    Diagram SR-22




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                  Diagram SR-23




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Technician‟s Sales Report

          The Technician‟s Sales Report is a sales analysis by technician. The 9 or 10 job categories
          (Royalty reporting codes) are recapped showing total jobs sold, estimates and estimates sold
          and the technicians success rate. A more detailed explanation follows the report sample.



Select Technician‟s Sales Report from the Special Report menu. Select the type
you wish.




                                                Diagram SR-24




Enter the Start Date and End Date. Exclude tasks that do not pay commission?
Enter Y or N. Show splits? Enter Y or N.
          NOTE: Do you wish to distribute sales to all technicians? (Split the same as on the commission
          report.) When two technician numbers are entered in Service Invoicing (to split the commission)
          the split dollar amount is reflected on the Technician‟s Sales Report for each technician. If you
          answer No to this question, the dollar credit for reporting purposes is given only to the first
          technician listed.



Click on the Display button                    or Print button           . See Diagram SR-25.




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                                                Diagram SR-25



             Total Dollars by Sales type – The dollars shown under each sales type heading are based
              on the task number sales code (usually 01 = Sewer & Drain, 02 = Hydro Scrub, etc.)

             Total Net – The net amount of sales dollars.

             Total Tasks – Number of actual tasks (not the total of the sales code breakdown across the
              page)

             Tasks by Sales type – The counts are based on both the task sales code and whether BIO
              and SRB is coded. The counts are the same as those shown on the Commission Report
              and on the Big Board Report.

                 NOTE: If an invoice has a split commission, only the technician listed first will receive the
                 task count.
                                                                                             st
             Recalls – A Recall invoice is entered with two technician numbers. The 1 technician‟s
              commission shows -100% and the 2nd technician has a +100%. The Recall count shown on
              this report is for technician with the –100%.
                                                                                nd
             Opportunity Calls – In the description above for Recalls, the 2        technician listed on the
              invoice with the +100% receives credit for an opportunity call.

             Success % – Number of Jobs Sold divided by number of Estimates and No-Charges shown
              as a percent. (Optionally, no-charge invoices can be ignored for this calculation.) If an
              estimate is coded as Sold from the Dispatch program, the count is indicated in Est. Sold and
              does not adversely affect the Success Ratio percentage.




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Open Jobs / Incoming Calls Analysis

          The Open Jobs / Incoming Calls Analysis report enables you to analyze staffing requirements for
          24 hours for any selected Monday through Sunday, starting at 6:00 A.M. The counts shown in
          the Calls column help you determine your CSR staffing and the counts in the Open column can
          help you determine your technician staffing.

          You control the content of the Calls column by the Yes or No selections. The content of the Open
          jobs column is a comparison between Promised time and Dispatched time.


Select Incoming Call Analysis from the Special Reports menu. Diagram SR-26 is
displayed.

Enter the From and Thru dates and select which type of calls to include.

Click on the Display button                   or Print button           .




                                                Diagram SR-26



          The beginning date must be a Monday and the ending date must be a Sunday but the range may
          be as many weeks as you wish. Each count to include in the report is selected with the letter Y.
          Enter an N for counts to be excluded.

              Hang-ups – The Esc key was pressed from New Service Order entry before a Work
               Description was entered.

              Cancellations – Number of jobs cancelled from the Schedule and/or Dispatch program.

              Recalls – Number of jobs coded as Recall from Service Invoicing.



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             Estimates – Number of jobs coded as Estimates from Service Invoicing.

             Voids – Number of jobs coded as Void from Service Invoicing.

             No Charge – Number of jobs coded as No Charge from Service Invoicing.

             Normal Jobs – Number of New Service Orders set up in the Schedule program.


Sample Open Jobs / Incoming Calls Analysis report




                                             Diagram SR-27




Sales Tax Report


Select Sales Tax Report from the Special Reports menu. Enter the Start and End
dates and select which type of calls to include.

Click on the Display button                or Print button          .




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                  Diagram SR-28




                  Diagram SR-29




                  Diagram SR-30




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Service Task Report

          Service Task Report can be used to assist you with sales follow-up calls. For example, you may
          wish to contact the customers where you performed drain cleaning tasks in past. Enter up to 30
          task numbers and 36 Zip Codes to print the report by technician. The report shows the service
          name, address and telephone number plus each task total and the total amount of the invoice.
          You can also export the information to a Microsoft Excel file. The name of the file is displayed.



Select Service Task Report from the Special Report menu. Diagram SR-31 is
displayed. Enter the task numbers to appear on the report and the Zip Codes, if
desired.

Click on the Display button                          , the Print button                    or the
                . When Excel File is selected, the file name is displayed as in diagram
SR-32.




                                                 Diagram SR-31




                                                 Diagram SR-32




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                  Diagram SR-33




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Call Value Analysis Report

          The Call Value Analysis Report displays weekly totals for jobs sold versus estimates. All calls
          entered in Service Order Entry for the date range are analyzed. The Total Revenue, Average
          Value and the Close Percentage can help you analyze your calls. For example, your new radio
          ad was aired May 14 through May 20. The Call Value Analysis may indicate that business
          improved during that week.


Select Call Value Analysis Report from the Special Reports menu. Diagram SR-34
is displayed. Enter the date range you wish.

Click on the Display button                   or Print button           .




                                                Diagram SR-34




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                                               Diagram SR-35




Survey Analysis

          The Survey Analysis Detail Report prints one page for each technician listing the survey
          questions for each category. The report totals the Yes and No answers and prints the
          percentages that were answered Yes. The report can be printed for one day or a range of dates.
          The dates you select are Service Invoice Batch Dates. See example in Diagram SR-37.


Select Survey Analysis from the Special Reports menu. Diagram SR-36 is
displayed. Select All or a specific technician. Enter the date range you wish.

Click on the Display button                  or Print button          .




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                  Diagram SR-36




                  Diagram SR-37




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Monthly Sales Tracking Report

          You elect what your Daily Forecast Sales amount should be and the month and year for the
          report. The Monthly Sales Tracking Report shows the daily and month-to-date forecast amount
          to the actual dollars.


Select Monthly Sales Tracking Report from the Special Reports menu. Diagram
SR-38 is displayed. Enter the month/year you wish and the daily forecast. You
can print the report for all technicians or a specific one. The totals can be
accumulated by Service Invoice batch date or by Service Order Entry date.

Click on the Display button                  or Print button         .




                                              Diagram SR-38




                                              Diagram SR-39



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C.S. R. Performance Report

          The Performance Analysis shows each Customer Service Representative‟s name and type of
          calls for the day you select. Also shown is their weekly and month-to-day performance based on
          your weekly cut-off dates. All calculations are based on the date the job was set up. As shown in
          the sample in Diagram SR-41 below, any jobs that result in revenue greater than a specific
          amount are recapped. Please contact Dispatch Pro if you wish to set a default dollar amount.

          Four additional reports print after the Performance Analysis: Cancellation Analysis, Cancellation
          Analysis Recap, a List of Cancelled Jobs and, if applicable, List of Lost Jobs. If the CSR does not
          complete the Service Order Entry, the call is considered Lost.


Select C.S.R. Performance Report from the Special Reports menu. Diagram SR-
40 is displayed.




                                                 Diagram SR-40




          A sample of the C.S.R. Performance Analysis is shown in Diagram SR-41. The Cancellation
          Analysis is shown in Diagram SR-42, the Cancellation Analysis Recap in Diagram SR-43 and the
          List of Cancelled Jobs in Diagram SR-44.




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                  Diagram SR-41




                  Diagram SR-42




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                                                Diagram SR-43




                                                Diagram SR-44




Sales Breakdown by Task

          The Sales Report, discussed earlier in this chapter, accumulates sales totals based on the Sales
          Code assigned to every task number. The Sales Breakdown by Task prints the detail for each
          Sales Code.


Select Sales Breakdown by Task from the Special Reports menu. Diagram SR-45
is displayed. Enter the date range you wish. You can print the report for all
technicians or a specific one.

Click on the Display button                   or Print button           .




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                                                 Diagram SR-45




                                                 Diagram SR-46




List of Jobs Not Invoiced

          A List of Jobs Not Invoiced can be printed to assure that all invoices have been turned into your
          accounting department. You may select All technicians or a specific technician and the ending
          date desired. The jobs included on the list are all Completed jobs, and jobs that are in
          Dispatched status, Arrived status or Pended status. A sample is shown in Diagram SR-48.




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Select List of Jobs Not Invoiced. Diagram SR-47 is displayed. Select All or a
specific technician. Enter the ending date for the report.




                                    Diagram SR-47




Click on the Display button       or Print button      .




                                    Diagram SR-48




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List of Technicians Preferred or Refused by Customers

          The Customer Information window contains five fields to indicate “Technicians not to send.” A
          List of Technicians Refused by Customers can be printed to analyze which technicians may need
          additional training.


Select List of Technicians Preferred or Refused by Customers. Diagram SR-49 is
displayed. Enter Y for the report you wish and N for the other report. Select
Display or Print. A sample is shown in Diagram SR-50




                                              Diagram SR-49




                                              Diagram SR-50




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Company Performance Reports

          Company Performance Detail Report gives you the ability to analyze whether technicians are
          dispatched to and/or arrive at job sites within the times promised. The report lists all jobs for the
          date selected showing a “window” of times and the actual Dispatch and Arrival times. An asterisk
          appears next to the hours if the time is greater than the maximum window time entered when the
          job was created in the Service Order Entry program.

          The Company Performance Summary Report headings show promised time groups of 7:00-
          10:00, 10:00-2:00, 2:00-5:00 and 5:00-11:59. Dispatch Pro, if desired can change these
          groupings. The total number of Calls “promised” in those groups is shown. The total number of
          calls actually dispatched and/or arrived that fall within the window is listed under Time OK (D) and
          Time OK (A).


Select Company Performance Reports from the menu. Diagram SR-51 is
displayed. Enter the date range for the report Select All or a specific technician.
Then select Display or Print. Samples are shown in Diagram SR-52 and SR-53.




                                                  Diagram SR-51




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                  Diagram SR-52




                  Diagram SR-53




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Estimate Analysis

          The Estimate Analysis reports give you the ability to analyze whether job estimates are sold or
          lost. The report lists by technician, the total number of service invoices that have been entered
          as estimates. If the estimate has also been marked as Sold in the Dispatch program, the report
          shows an analysis of the count and the dollars sold.



Select Estimate Analysis. Diagram SR-54 is displayed. Enter the date range for
the report. Note that the report is based on Service Invoice batch dates. Then
select Display or Print. A sample is shown in Diagram SR-55.




                                                 Diagram SR-54




                                                 Diagram SR-55




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Recall Analysis

          The Recall Analysis reports give you the ability to analyze the number and dollar amount of
          recalls for each technician over a specific period of time. The report lists by technician, the total
          number of recalls, the dollar value of the recall invoices, the total dollars sold for the same period
          and the percent of sales to recalls.


Select Recall Analysis from the menu. Diagram SR-56 is displayed. Enter the
date range for the report. Note that the report is based on Service Invoice batch
dates. Then select Display or Print. A sample is shown in Diagram SR-57.




                                                  Diagram SR-56




                                                  Diagram SR-57




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Chores Report

          Technician‟s performing chores, such as Shop time, can be recorded in the Dispatch program for
          inclusion on time cards. The Miscellaneous Chores Report displays or prints the start, end and
          elapsed time for all technicians or a specific technician.



Select Chores Report from the menu. Diagram SR-58 is displayed. Select All
technicians or a specific technician. Enter the date range for the report. Then
select Display or Print. A sample is shown in Diagram SR-59




                                               Diagram SR-58




                                               Diagram SR-59




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Net Profit Reports


          Create a Net Profits Reports based on your criteria. Display all invoices above the Profit %
          indicated. Using the same criteria, add the company‟s net profit by answering yes to the Burden
          Option.

Select Net Profit Reports from the menu. Diagram SR-60 is displayed. Choose
whether to see the report with or without customer addresses or export the data
to a file. Then select All technicians or a specific technician. Enter the date
range for the report.

Then select Display or Print. Samples are shown in Diagram SR-62 & 63.




                                                Diagram SR-60




                                                Diagram SR-61




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                                                 Diagram SR-62




                                                 Diagram SR-63




Company Job Analysis

          An analysis of total jobs, total dollars invoiced as well as the average job amount can be created
          based on a date range selected.


Select Company Job Analysis from the menu. Diagram SR-64 is displayed. Enter
the Start and End Date. Then select Display or Print. A sample is shown in
Diagram SR-65.




                                                 Diagram SR-64




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                                  Diagram SR-65




Dispatcher / CSR Analysis


Select Dispatcher / CSR Analysis from the menu. Diagram SR-66 is displayed.
Choose Yes or No for Dispatcher and/or CSR report and the Start and End dates
to include in the report. Samples are shown in Diagrams SR-67 & -68.




                                  Diagram SR-66




                                  Diagram SR-67




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                  Diagram SR-68




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                                   Electronic Big Board

In this section we will cover the following:

          How to use the Electronic Big Board program
          Display and print format choices


The Electronic Big Board offers you the ability to automate your Big Board and gives you one more
method to motivate your technicians! The Electronic Big Board gathers all your sales information and
presents it on one window highlighting your number one technician.

There are several different formats, each one listing the technicians in descending order of success:

              Total Net (or Gross) Service Volume
              Job Average dollars
              Success Ratio Percent
              Percent of Goals
              Per-Trip Average

The highest-ranking technician in each of these categories is presented at the top of the screen with gold
as the background color.

Five additional screens can also be displayed:

              Star of the Month
              Yesterday‟s Heroes
              Three unique special images

You designate the “Star of the Month” by entering the technician‟s number. (Optionally, this can be
changed to Star of the Week. Contact Dispatch Pro if this is desired.) If you have access to digital
pictures of your technicians, Dispatch Pro can display the picture along with the technician‟s name.
Simply name the digital image nnn.bmp where the nnn is the technician‟s number. Copy this file to the
server in the Dsmi\Data folder.

“Yesterday‟s Heroes” is a display or print of all of your technicians who sold over $800 yesterday.
Contact Dispatch Pro if you wish to change the sales dollar amount and the title of the report.

Three unique images can also be displayed. You can create up to 3 of your own special images that are
displayed with the other report formats. Using a software product, such as Microsoft Paint or Microsoft
Photo Editor, create your special page. You can have 3 separate pages displayed at any one time. You
must save the file in the DSMI\DATA folder and name it Display1.jpg, Display2.jpg, and/or
Display3.jpg. When Dispatch Pro reads any of these 3 file names, the Electronic Big Board displays the
field that allows entry of the number of seconds to display each file.

Each report format can be shown for any desired number of seconds. The Electronic Big Board will then
display each subsequent format choice. To maximize the effect, attach a projector to a computer in your
technician‟s room and display the Electronic Big Board on the wall. Each time the program is started, the
data is renewed and you see an up-to-the-minute picture of key indicators for your business‟ success.




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You may prefer to select one or two of the most effective formats and the Electronic Big Board will cycle
through only those formats for the amount of time you enter. Leave the seconds field blank for any format
you do not want to show. The Big Board Report can be printed for any of the formats by selecting one
report type at a time.

Only employees already allowed to use Special Reports can access the Electronic Big Board.


           IMPORTANT NOTE:
          Goals: Monthly sales goals are displayed as part of each Electronic Big Board format. Be sure
          to set these up for each technician. Use the Accounting program, Miscellaneous File
          Maintenance to add monthly goal amounts for each technician.

          CPP, BIO & SRB: The Electronic Big Board shows the number of jobs or percent of total jobs
          sold for tasks that are coded with CPP.(Service Agreement), BIO, and/or SRB. Use the
          Accounting program, Miscellaneous File Maintenance to indicate that the additional products –
          CPP, BIO & SRB – should be tracked for specific tasks.




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Step 1 – Start the Big Board program

Diagram BB-1, the Selection Screen is displayed.




                                               Diagram BB-1




Step 2 – Complete the Selection Screen

The information you enter here will remain until you make changes.

             Current Month Being Processed – The current month is shown. You can go back one
              month by pressing the F8 key.

             Is this the correct month – Enter the letter Y if the correct month is shown. Press the F8
              key to go back one month, and then enter the letter Y. Diagram BB-2 is displayed.




                                               Diagram BB-2




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             From:       Thru: – The beginning and ending dates of the current month are displayed.
              You can change the dates if you track statistics on non-calendar months. Dispatch Pro
              verifies the dates entered as follows:

              From month number must be no less than one month earlier than Current Month.
              Thru month number must be no greater than one month later than Current Month.

             Is this correct? (Y or N) – Enter the letter Y if the dates shown are correct. Answer N if
              you wish to change the dates.


Additional selection fields are now shown. See Diagram BB-3.




                                                Diagram BB-3

             Report/display thru date: – Enter the date you wish to use

             Report/display basis: – The dollars displayed on the Big Board are derived from invoices
              entered into Service Invoicing. The dates entered on the Big Board Selection Screen
              encompassed batch dates. Or if you prefer, display the dollar amounts reported by the
              technicians when the jobs are completed. The actual date of completion is used instead of
              the batch date.

             Days used in “Sales Pace” calculation:

              The Sales Pace amount is calculated using the actual net service invoice dollars entered
              through the batch date. The day of the month (from the Total days invoiced to-date field) is



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              divided into the actual net service invoice dollars and multiplied by the total number of days
              in the month (from the Total days in month field). For example:

                          Actual Net Service dollars         Sales Pace (Projection)
                             for Technician 001                for Technician 001

                                   $18,000                          $30,000
                     st                                 th                              th
                   1                                   18                              30

                The From and Thru dates are only used to display the Total days invoiced to-date and
                the Total days in month fields for you. You can control the calculation by changing these
                two fields.

                The $18,000 (Actual Net Service dollars) are divided by 18 (total days invoiced to-date)
                and multiple by 30 (Total days in month) = $30,000 (Sales Pace dollars).


             Total days invoiced to date – Automatically displays day of the month from invoice batch
              date. Change this day if you wish to affect the Sales Pace calculation.

             Total days in period – Automatically displays total days in this month from the Thru date.
              Change this number if desired to reflect the actual working days this month due to holidays
              and days closed or if you wish to affect the Sales Pace calculation.

             Format desired – Goals or Trips and Goals, Percentages or Basic. Select the desired
              format to display or print. The Goals and Trips formats are described in detail in Step 3.
              The Percentages format is described in Step 4 and the Basic format in Step 5.

             Gross or Net Sales – Enter your preference to view Gross Sales dollars or Net.

             Show Splits – When two technician numbers are entered in Service Invoicing (to split the
              commission) the split dollar amount is reflected on the Big Board report for each technician.
              If you answer No to this new question, the dollar credit for reporting purposes is given only
              to the first technician listed.

             Exclude “non-commissioned” special tasks (liens, bad checks, etc): – Should dollars
              from tasks that are not paid commissions be excluded or not?

             Select Tech Type – Enter your technician‟s type designation or ALL to display all
              technicians. (i.e. 1, 2 or ALL or S, L or ALL)

             Star of the Month – Enter the technician number you wish to recognize as the “Star of the
              Month.”

             Screen display lengths (in seconds): Enter the number of seconds to display each
              report.

                Total Net (or Gross) Service Volume – See Diagram BB-4
                Job Average dollars – See Diagram BB-5
                Success Ratio Percent – See Diagram BB-6
                Percent of Goals – See Diagram BB-7
                Per-Trip Average – See Diagram BB-8
                Star of the Month name/picture
                Yesterday‟s Heroes – See Diagram BB-9
                Display1.jpg – See Diagram BB-10



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                NOTE: Leave the field blank to never show this view.

             Print – Enter the letter Y in each field for your choice of print formats.

              NOTE: Up to 30 technicians are displayed on each view. When Print is selected, all
              technicians will appear on the report.


Click on the Display button           or the Print button        for the Electronic Big Board.




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Step 3 – Electronic Big Board Display – Goals and Trips

Each format heading is shown in the title bar with the dates selected directly below. The column
headings are described below:


             Number – Sequential number ranking each technician

             Technician Name

             Goal – This month goal amount entered for each technician

             Service Volume – Actual dollars sold less material costs

             % Goal – Percentage of goal attained to-date

             Sales Pace – Forecast (Projected) sales amount for this month

             Call Disp – Number of calls dispatched. This number includes:

                -Regular invoices
                -Invoices coded as estimates
                -Invoices coded as No-Charge
                -Invoices coded as Recalls – only for the technician who redid the job
                -Invoices with commission dollars split between more than one technician

                This number will not include:

                -Invoices entered during your initial conversion to Dispatch Pro
                -Invoices that are corrected using the Invoice Correction feature
                -Invoices coded as Void

             Jobs Sold – This number includes:

                Regular invoices
                Invoices coded as Recalls – only for the technician who redid the job
                Invoices with commission dollars split between more than one technician. Only the
                technician listed first on the invoice will receive credit for the sold job.

             Job Average – Number of sold jobs divided into Service Volume dollars for average dollars
              sold for each job.

             Trips – Number of times the technician was dispatched to each job.

             Per Trip – Number of trips divided into Service Volume dollars.

             Success Ratio – Number of Calls Dispatched divided into number of Jobs Sold shown as a
              percent.

             CPP. (Service Agreement) BIOs, SRB – Number of jobs with tasks that are coded with
              CPP, BIO, and/or SRB if units are selected as criterion. Percent of total jobs sold that are
              coded with CPP, BIO, and/or SRB if percent is selected as criterion.



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              Totals – Grand totals for each column are shown in blue.

              Franchise Average – The total number of technicians divided into the grand total column.
               Technician with amounts below the franchise average are displayed in red.

              Press P to Pause – Pause the display until “P” is pressed again.

          See samples of each format at the end of this section.


          NOTE: Each of the formats you view on the screen can also be printed. All of the information
          shown on screen is included on the printed report with the addition of an Est column. This column
          prints the total number of estimates recorded for each technician.




                                                 Diagram BB-4




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                       Diagram BB-5




                       Diagram BB-6



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                       Diagram BB-7




                       Diagram BB-8



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                       Diagram BB-9




                       Diagram BB-10


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Step 4 – Electronic Big Board Display – Percentages

The format heading is shown in the title bar with the dates selected directly below. The column headings
are described below:


             Number – Sequential number ranking each technician

             Technician Name

             Call Disp – Number of calls dispatched. This number includes:

                Regular invoices
                Invoices coded as estimates
                Invoices coded as No-Charge
                Invoices coded as Recalls – only for the technician who redid the job
                Invoices with commission dollars split between more than one technicians.

                This number will not include:

                Invoices entered during your initial conversion to Dispatch Pro
                Invoices that are corrected using the Invoice Correction feature
                Invoices coded as Void.

             Service Volume – Actual dollars sold. Optionally, this can be either Net (Gross less
              material costs) or Gross dollars.

             Job Average – Number of sold jobs divided into Service Volume dollars for average dollars
              sold for each job.

             Under $145 – The number of jobs under $145 and the percentage of the total calls
              dispatched.

             No Go – The number of estimate and no-charge jobs and the percentage of the total calls
              dispatched.

             Recalls – i.e. 4 / -2. For the purpose of this presentation Dispatch Pro defines Opportunity
              calls, number left of the slash, and Recalls, number right of the slash:

              Opportunity Call - Tech #1 returns to a job site to redo an already-completed job for Tech
              #4. Tech #1 has the opportunity to sell new business. This job is counted to the left of the
              slash (/) and shown as a positive.

              Recall – Tech #4 is the technician who originally performed the work that Tech #1 is now
              redoing. Tech #4‟s will now have a minus count of one (1) to the right of the slash (/).

             BIOs, SRBs, CPPs (Service Agreement) – Number of jobs and percentage of total calls
              dispatched with tasks that are coded with BIO, SRB and/or CPP.

             Additional Service – Number of jobs coded with an “additional task.” The letter A follows
              the task number entered. For example, E0600A.

             Totals – Grand totals are shown at the bottom of each column.



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             Franchise Average – The total number of technicians divided into the total column.
              Technician with amounts below the franchise average are displayed in red.

             Press P to Pause – Pause the display until “P” is pressed again.




                                              Diagram BB-11




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                                              Diagram BB-12




Step 5 – Electronic Big Board Display – Basic

The Basic format of the Electronic Big Board reports prints/displays two versions: Total Gross Volume
and Job Average. The dates selected appear directly below the title. The column headings are
described below:


             Number – Sequential number ranking each technician

             Technician Name

             Gross – Actual dollars sold.

             Average – Number of sold jobs divided into Gross dollars for average dollars sold for each
              job.

             Call Disp – Number of calls dispatched. This number includes:

                Regular invoices
                Invoices coded as estimates
                Invoices coded as No-Charge
                Invoices coded as Recalls – only for the technician who redid the job
                Invoices with commission dollars split between more than one technicians.




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                This number will not include:

                Invoices entered during your initial conversion to Dispatch Pro
                Invoices that are corrected using the Invoice Correction feature
                Invoices coded as Void.


             Estimate – Number of estimates

             Recalls – Number of recall jobs

             Residential #, $ – Number of jobs and total sales amount

             Commercial #, $ – Number of jobs and total sales amount

             CPP.( Service Agreement), BIOs, SRB – Number of jobs and sales amount of tasks that
              are coded with CPP, BIO and/or SRB (JET).

             Totals – Grand totals are shown at the bottom of each column.

             Franchise Average – The total number of technicians divided into the total column.
              Technician with amounts below the franchise average are displayed in red.

             Press P to Pause – Pause the display until “P” is pressed again.




                                                Diagram BB-13


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                                             Appendix
Time Cards

The Time Card feature of Dispatch Pro is a separate module that gives you the ability to track your
technician‟s and your office staff hours. Meal times and personal time off are recorded by the Dispatcher
to arrive at total hours worked. A time card can be printed for your employee‟s signature.

The Time Card module includes the following features:

                    Daily activation for each technician and office staff
                    Notification when the technician should take a break
                               st      nd
                    Record 1 and 2 Break time out and back in
                    Management ability to adjust hours
                    Printed time sheets for technician signature
                    Time Worked Recap Summary
                    Commission Report recap of hours worked
                    Hours worked displayed on screen with an alert when over 40 hours per week

One simple entry records the technician arrival time whether the clock starts when they are first
dispatched or when the technician arrives at the shop.

Your state labor regulations may specify that employees require a break after a specified number of
hours. You inform Dispatch Pro what that time frame is and the Time Card feature will alert the
Dispatcher when the employee should “take a break.”

The Dispatchers can log the time out and back for meal breaks or personal time off. The completion time
for the last job of the day is automatically logged as the End Time. The manager has the added capability
to adjust any of the times recorded by Dispatch Pro.




                                                Diagram TC-1




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Step 1 – Setting Your Time Sheet Options




                                                 Diagram TC-2

Touch the F11 key in the Dispatch program to display the options as shown in Diagram TC-2. Enter the
number that represents your payroll start day in the Day of week field and Weekly or Bi-weekly in the
Payroll frequency field.


Step 2 – Set up Office Staff as Technicians


Each of your office staff is already set up as users in Dispatch Pro. Each user must also be set up as a
technician. Open the Accounting program, Miscellaneous File Maintenance and create a new technician
for each user. The required entries are as follows:

             Technician Type
             Three asterisks (***) in Tech Init field to keep this technician number off the Dispatch
              Command Center window.
             Any valid truck number
             Employee Type = O Office Employee



Step 3 – Add Technician Number to Users


Each Dispatch Pro user now has an Employee # field to enter the technician number. After setting up
each new “technician,” add that number to the User. From Accounting, Miscellaneous File Maintenance,
select Password Maintenance and enter the user‟s initials. Enter the new technician number.




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                                               Diagram TC-3




Step 4 – Record Arrival Time


When the technician or the office employee arrives at the shop or lets you know that he/she is available
for a job, enter D, Duty Status, from the Command Center. Diagram TC-4 is shown.

Select the employee from the drop-down list. Select Available. The letter A indicates available. Accept
the time shown or change it. The time should be entered using AM or PM, not military time.

The Command Center now highlights the technician in green and the Elapsed clock begins (Diagram TC-
7). This will let the Dispatcher know which technician have been available the longest.




          Diagram TC-4                           Diagram TC-5                     Diagram TC-6




                                               Diagram TC-7



Step 5 – Record Break Times


As the day progresses, Dispatch Pro will alert the Dispatchers when a technician has been on the job for
the regulatory hours you previously specified. Break in red & white letters is shown on the Command
Center.



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To record break time (or meal time or personal time) enter D, Duty status from the Command Center.
Enter the technician number, select P, Personal Time and Diagram TC-8 is shown to record the time.

NOTE: If the “time back” is not entered the next job arrival time is automatically entered as the End Time.




                                                Diagram TC-8



Enter the appropriate times and the type of break the technician is taking; meal or personal time. Meal in
red & white letters is shown on the Command Center. If you select Personal time, Pers is shown.

A first and a second time out/back can be recorded.



Step 6 – Quick Review of Hours


At any time throughout the workweek, you can review technician hours from the Dispatch Command
Center. Select Tech Totals and click on the Show Hours               button.

Hide Hours              button will show dollars only.




Step 7 – Reviewing Time Sheet Entries


The Manager‟s Inquiry button                  displays Diagram TC-9. Review Time Sheet Entries, gives you
the flexibility to adjust the time card information.




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                                                 Diagram TC-9




Enter the technician number whose hours you wish to review and the week beginning date.




                                                 Diagram TC-10



Click in the desired day/date to adjust the times. If the Available code was used when the technician first
arrived, the Start Time is already filled in for you. The Straight time and Overtime hours (if California) are
calculated automatically.




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                                                Diagram TC-11




               Select the Print button to print a time sheet for this technician.




Step 8 – Print the Time Worked Summary


If desired, you can immediately print a summary of time worked for the week while in Manager‟s Inquiry.




                                                Diagram TC-12




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                                            Diagram TC-13




Step 9 – Printing Time Sheets


The Special Reports program prints the Time Worked Recaps.




                                            Diagram TC-14



Select Print Time Sheets from the Special Reports menu and Diagram TC-14 is shown. Enter the payroll
starting date and Y to print both the summary and the time cards.



Click on the Display button      or Print button        for the Time Worked Recap Summary or Time
Worked Recap (Time cards for each technician.)




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           Diagram TC-15




           Diagram TC-16




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Daily Check List

First thing each day:

    1.    Any jobs started and finished after closing time yesterday must be “cleared” before beginning
          the new day.

               Start the Dispatch Program and enter the technician number. On the “Technician‟s
                Weekly Schedule” enter a “T” to the left of the Zip Code. This Time Entry code allows
                you to key in the date and time the job was actually started and/or completed. Enter the
                invoice number and the amount collected.

               Job that were not completed – Enter the letter “T” to the left of the Zip Code and Pend the
                job with the date and time. You must enter a reason for pending the job. Don‟t forget to
                press Enter after entering the reason. The color will change to red. Move the cursor to
                today‟s time slot and dispatch the technician.

    2.    Schedule program – print Dispatch report, option #5 and enter date range. This is a snapshot
          of yesterday‟s work.

    3.    Schedule program –print Yesterday‟s Completion Tickets, option # 6. Prints 3 tickets per page.

    4.    Print Yesterday‟s Completed Job Labels, option # 7.
               By customer type (all)
               Job type
               Output type or output file to import for printing letters.
               Break down type (if you have multiple franchises )
               C.O.D. jobs only


    5.    Enter Customer Comments (optional) to record follow-up information you received from the
          customer.

    6.    Service Invoicing

               After each new batch – print Sales Journal and balance
               Print Invoices (A/R balances only)
               Display the Summary Commission Report to verify balance on Daily Accounting Controls
                form.
               Display the Summary Royalty Report to verify balance on Daily Accounting Controls form.

    7.    Enter Accounts Payable invoices and hand check data.

    8.    At the end of each day:
               If the technician is still at the job at closing time and must go back tomorrow, Pend the job
                tonight.
               Close all Dispatch Pro programs so your backup system can access all files.

    1.    Back up all the files and folders in the DSMI\Data folder.




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Weekly Check List

    1.    Print the Royalty Report – Special Reports, option 1.

    2.    Print the Commission Report – Special Reports, option 2.

    3.    Print Accounts Payable checks, Check Register, Batch Summary and A/P Distribution and Post
          to General Ledger.




Monthly Check List

    1.    Print the Accounts Receivable Trail Balance. This report is printed from Accounting; Service
          Invoicing; option 7, Print Aged Trial Balance. The totals balance back to the A/R account in the
          General Ledger.

    2.    Accounts Payable – Checks can be written at any time but usually on a weekly basis. At the
          end of the month, the Account Distribution Report is run and the data is then automatically
          posted to the to the General Ledger to close the month.

    3.    General Ledger – print the report for the month. This report is printed from Accounting;
          Financial System; Printed Reports; option 7, General Ledger.

    4.    Financial Statements – Print the Financial Statements for the current month. This report is
          printed from Accounting; Financial System; Printed Reports; option 7, Financial Statements.

    5.    Process journal entries as needed and re-print reports as necessary. Accounting; Financial
          System; Journal Entry Input.




Backup Procedures

Backup is the process of copying date stored on a computerized system onto removable media, such as
floppy disks, magnetic tape, or CD, as a standby in case the original data is damaged or lost.
Consideration should be given to storing this removal media at an off-site location.

Most network systems have a backup device and a procedure for backing up on a daily basis. All the
Dispatch Pro programs must be closed at the end of the day so the backup programs will have access to
the databases. The files to backup are located in the DSMI\Data folder.




Activation Key

The Dispatch Pro software contains an internal date “key.” You may see a warning message that this
activation key is due to expire within the next 30 days. Each day thereafter the message will count down
the remaining days. Be sure to contact Dispatch Pro for a new key as soon as possible.


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Network Administrator Information

Dispatch Pro is a multi-user, interactive system, designed to run on most network platforms or can be
run on a stand-alone computer.

There are different types of networks platforms: Peer-to-peer or client/server. A peer-to-peer network is
usually defined as multiple computers (or workstations) connected via cables. In a peer-to-peer
environment, the hard drives and printers can be shared between each of the workstations but each
workstation can also work independently.

A client-server environment requires one dedicated computer acting as the server. Programs and files
are installed on the server and each workstation (computer) accesses programs from the server‟s hard
drive.




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Pre Installation Check List

Computers:

         Type ________________ Processor Speed _____________RAM ___________

         Type ________________ Processor Speed _____________RAM ___________

         Type ________________ Processor Speed _____________RAM ___________

         Type ________________ Processor Speed _____________RAM ___________

         Network type:    ________________________________________________

         Printers: type and number ___________________________________________

         Backup system____________________________________________________

         Modem and dedicated line – Telephone number__________________________

         Paging system type ________________________________________________




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                                        Daily Accounting Controls


               Commission & Royalty                               Accounts Receivable
Day   Date   Daily    Weekly    Daily   Beginning   Daily Accts      Cash         Cash Rec.    Interest   Ending    Init
             Sales    Sales     Costs    Balance    Receivable    Received/Mail   Write-offs   Charged    Balance
                                                                                             Dispatch Pro



                                               Glossary
Accounts Receivable
Invoices which you have billed for goods delivered or services performed, but which your customers have
not yet paid you for.

Activation Key
An internal date “key” assigned to your firm when you first license the Dispatch Pro software. The key
must be reactivated periodically.

Adjusting Journal Entry
A series of entries made to the accounting records to adjust previously entered data.

Arrival Time
The system will track the arrival time of the technician for each of the four possible scheduled times. It is
not necessary to use this feature.

Backup
The process of copying date stored on a computerized system onto removable media, such as floppy
disks, magnetic tape, or CD, as a standby in case the original data is damaged or lost.

Balance Sheet
A balance sheet is a financial statement that shows assets, liabilities, and owner‟s equity at a specific
point in time.

Batch
The process of inputting a series of transactions into a computerized system and then comparing control
totals to ensure that all data has been entered.

Big Board
A term used to describe a large white board used in most service companies to list the sales quotas and
achievements.

Block Out
A Dispatch Pro feature to indicate that a specific technician is unavailable for work

Call Ticket
A document detailing job information that can print when the job is first set up.

Cash Receipts
Cash received by a business, usually from the sale of products or services.

Chart of Accounts
A list showing the general ledger numbers with descriptions.

Client/Server Network
A network in which the stand-alone computer, called clients, are connected to and administered by a
main computer, called a server. Computers that are part of this group are said to be part of a domain.

Completed Job
When the job is completed, it should be recorded as such. The invoice number, invoice amount, and
payment type can be recorded at this point, if desired.




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Control Totals
The total dollar value of a series of transactions to be posted to the accounting records. Once the entries
have been made, the posted total is compared to the control total to ensure that all items have been
posted. Controls totals are most commonly used as part of batch processing.

Detail of Cash Receipts
The journal that accumulates entries from Cash Receipt entry for balancing and posting to the general
ledger

Dispatch Time
The system will track the time the technician was dispatched to the job for each of the four possible
scheduled times.

Domain
A domain is a group of computers that are part of a network and share a common directory database. A
domain is organized in levels and is administered as a unit with common rules and procedures. Each
domain has a unique name.

Financial Statements
Reports in a recognized format that give information about the financial affairs of a business. The most
common examples are the balance sheet and the income statement.

General Ledger
The principal book or ledger in an accounting system. This contains the history of all the transactions of
the business.

General and Administrative Expenses
Cost incurred in managing a business as opposed to manufacturing a product or selling the product;
these expenses are sometimes referred to as overhead. Examples are office rent and administrative
salaries.

Income Statement
The financial statement that relates costs and expenses and derives net income or net loss. This is often
called the statement of profit and loss or the “P&L.”

Job Number
An internal number set up automatically by the system for each job input into the system. This number is
used to bring forward all information captured in the Scheduling & Dispatch system.

Journal Entry
An individual transaction recorded in the accounting records. Also, the process of recording transactions.

Mapping a drive
Assign (map) a drive letter to a network computer or folder so that it is accessible to network users.

Master Task
A database that contains a 6-digit alphanumeric code assigned to specific job tasks. Each task contains
the prices to charge for the service, material costs associated with the service and other information used
in various reports throughout Dispatch Pro.

Network Server
A computer on the network that is designed as the server. In a peer-to-peer network, the server can also
be used as a workstation. In a client/server network, the server is a dedicated computer and cannot be
used as a workstation.




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Open Service Order
A job that has been set up in the system, but has not been assigned to a technician.

Peer-to-Peer Network
Group of computers that are connected directly to each other and share resources equally, such as
printers

Pending Job
If a technician needs to return to the job in order to complete it, the job should be put into a “Pending”
status, once he leaves it. A second (third/fourth) scheduled time should be set up when he returns to the
job.

Posting
The process of entering transactions into the accounting records. This process may be done manually or
in a computer program.

Profit and Loss Statement
See Income Statement

Promised Time
A one- or two-hour window of time that you agree to arrive at a customer‟s home or place of business.

Recurring journal entry
An accounting transaction that recurs with frequency such as after-the-fact payroll entries, rent and utility
payments

Retention
Dollars not billed until job (construction) completed.

Sales Journal
The journal that accumulates entries from Service Invoicing for balancing and posting to the general
ledger

Scheduled Job
A scheduled job is one that has been assigned to a technician. The system will allow up to four
scheduled times for each job.

Source Code
A code assigned to each type of advertising that you wish to track; such as Yellow Pages, TV, etc.

Time Entry
A Dispatch Pro feature to permit you to enter correcting dispatched, arrival and completion dates and
times.

Trial Balance
A listing of the balances of all general ledger accounts for the same point in time.

Workgroup – one or more computers with the same workgroup name (for example, “peer-to-peer”). Any
user can join a workgroup by simply specifying the workgroup name.




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                                                                         Index
                                                                             Add button .............................................. 211, 212
                                    $                                        Add Customer ...................................... 19, 25, 30
                                                                             Add Multiple Locations button .................. 25, 196
$100 cost deductible ...................................... 200              Add New Preventive Maintenance ................. 194
                                                                             Add or Change Purchase Order ...................... 84
                                    *                                        Add Service Address to this Customer button . 30
                                                                             Add Source .................................................... 202
* Tasks ........................................................... 198
                                                                             Add Source button ........................................... 27
                                                                             Add telephone number to paging message after
                                    2                                           ____ P.M ..................................................... 95
 nd
2 Payment ................................................... 120            Add/Chg Vendor .............................................. 82
                                                                             Additional commission percentage ................ 117
                                                                             Additional Service .......................................... 287
                                   A                                         Address Search ......................................... 28, 29
A new job number will be set up…are you sure                                 Address Search button .................................... 28
  you want to do this? (Y or N) ....................... 76                   Adjust Inventory on Hand Quantities ............. 180
A/R Statements .............................................. 171            Adjust Time Card Entries ............................... 291
Account Distribution Report ........................... 300                  Adjusting Journal Entry .................................. 304
Account Number/Financial Statement Cross                                     After Hours ....................................................... 99
  Reference List ............................................ 218            Aged Trial Balance......................................... 161
Account Number/Financial Statement Cross                                     All Name Search .............................................. 28
  Reference Maintenance ............................. 189                    All Techs‟ Schedules ....................................... 45
Account Receivable Interest Report .............. 168                        Allow only technician-assigned invoice # when
Accounting...................................................... 110            dispatching/completing job .......................... 94
Accounting - Options ...................................... 110              Allow Service ........................................... 21, 192
Accounts Payable ..........................110, 179, 300                     Answering Service Telephone Number List .. 216
Accounts Receivable ............. 110, 113, 164, 304                         Are you sure you want to do this? ................. 174
Accounts Receivable Aged Trail Balance ...... 161                            Area button .............................................. 75, 100
Accounts Receivable Balances ...................... 171                      Area Proximities List ...................................... 229
Accounts Receivable Cash Receipts ............. 152                          Area Proximity Maintenance .......................... 209
Accounts Receivable Compute Interest ......... 167                           Arrival ............................................................... 72
Accounts Receivable Customer Maintenance                                     Arrival Time .................................................... 304
   ................................................................... 190   Arrived Jobs ................................. 46, 68, 71, 107
Accounts Receivable Customer Payment History                                 Ask Dispatcher if customer has been called. ... 93
   ................................................................... 170   Assign Invoice Numbers ................................ 179
Accounts Receivable Invoicing ...................... 111                     Authorized use ............................................... 178
Accounts Receivable Service History ............ 169                         Automatic Paging ................... 68, 72, 75, 79, 182
Accounts Receivable Statements .................. 164                        Avail ................................................................. 17
Accumulator ................................................... 188          Available Only ............................................ 69, 77
Activation ........................................................ 291      Available Technicians display .......................... 17
Activation Key ........................................300, 304              Available/Success ............................................ 77
Active Techs ..................................................... 17        Avery # 5351 or 5314 (1” x 2 13/16”) ....... 50, 227
Actual Commission % .................................... 235                 Avery # 8160 or 8660 (1” x 2 5/8”) ........... 50, 227
Actual Costs ................................................... 199
Actual Hourly Rate ......................................... 235                                                B
Ad Color ......................................................... 203
Ad Contact...................................................... 203         Back button .................................................... 194
Ad Cost........................................................... 203       Backup ........................................................... 304
Ad Expiration Date ......................................... 203             Backup Procedures........................................ 300
Ad Host........................................................... 203       Balance Sheet................................................ 304
Ad Locations .................................................. 203          Barter ............................................................... 70
Ad Size ........................................................... 203      Basic format ........................................... 280, 289



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Batch .............................................................. 304     Chore ............................................................... 76
Batch Control .........................................114, 153              Chore Codes Maintenance ............................ 212
Batch Date..............................................115, 153             Chores Report................................................ 271
Big Board............................... 182, 276, 278, 304                  Client ID ......................................................... 192
BIOChoice (BIO) ........... 200, 277, 282, 287, 290                          Client/Server Network .................................... 304
Block Out ............................................24, 72, 304            Collect Service Fee .......................................... 21
Bonus Table Maintenance ............................. 244                    Collection Notes ............................................. 123
Bonus Type ............................................182, 245              Collection Notes button .................................. 194
Bonus Type A ................................................. 245           Combine/Delete Customer Names .. 59, 206, 231
Bonus Type B - Type F .................................. 245                 Combine/Delete Customers ........................... 180
Break time ...................................................... 291        Comments................................................ 21, 192
Break Time ..................................................... 293         Commercial ............................................ 123, 191
Breakdown Type .............................................. 50             Commercial repeat customers ....................... 202
Budgets .......................................................... 187       Commission Export File ................................. 247
Burden Percent ................................................. 63          Commission Hours/Minutes Adjustment ........ 242
Busy ................................................................. 17    Commission Pct ............................................. 182
                                                                             Commission Percent/Dollar Maintenance ..... 241
                                   C                                         Commission Rate List .................................... 242
                                                                             Commission Report ............... 232, 234, 239, 300
C.O.D. ......................................................21, 192         Commission Split Percentage .................. 40, 118
C.O.D. only ....................................................... 50       Commission Summary ................................... 234
C.S.R. Performance Analysis......................... 261                     Common messages ......................................... 80
C.S.R. Performance Report ...................233, 261                        Company Job Analysis .................................. 273
Call Ticket...................................23, 76, 100, 304               Company Performance Detail and Summary
Call Value Analysis ........................................ 233                Report ........................................................ 233
Call Value Analysis Report............................. 257                  Company Performance Detail Report ............ 267
Calls ................................................................. 17   Company Performance Summary Report ..... 267
Cancel / Lost Call Reason / Chore Codes                                      Complaint ......................................................... 31
  Maintenance .............................................. 211             Complaint Response ................................. 35, 61
Cancel a job ............................ 75, 100, 108, 179                  Completed .12, 70, 71, 72, 74, 97, 107, 112, 137,
Cancel job button ...............................38, 74, 108                    138, 139
Cancel Reason .........................................21, 116               Completed Job Labels ..................................... 49
Cancellation Analysis ..................................... 261              Completed Jobs ............................... 46, 299, 304
Cancellation Analysis Recap.......................... 261                    Completed Report ............................................ 97
Cancellation reason ........ 74, 100, 103, 105, 108                          Completion Tickets .......................................... 49
Cancellations .................................................... 70        Compute Interest ........................................... 167
Cancelled Report ........................................... 105             Compute Interest for Statements ................... 167
Cash Receipt Balancing ................................. 152                 Contact ................................................... 192, 194
Cash Receipts ....... 128, 129, 152, 153, 179, 304                           Contact Telephone Number ........................... 203
Cash Receipts Detail Report ..................152, 153                       Control Totals ................................................. 305
Change “No Service” ...................................... 180               Convert button ............................................... 209
Change button ................................................ 246           Convert Invoice Balance to Payments ........... 174
Change C.O.D. ............................................... 180            Convert to credit card on (date)? ................... 123
Change Completed Status ............................. 179                    Convert to Multiple Location .................. 180, 208
Change Customer ............................................ 30              CORR .................................................... 156, 160
Change Dispatch Program Options (F11) ...... 180                             Cost and Cost Markup ................................... 239
Change information on completed jobs ......... 179                           County Tax Zone Maintenance ...................... 207
Change M/U% button ..................................... 119                 Cr. Limit .......................................................... 192
Change Multiple Location button .............25, 196                         Credit Card #.................................................. 192
Change or Delete QPO Vendors ..................... 85                        Credit Card Expiration date ........................... 192
Change or Delete Service Address .................. 29                       Credit Card Information ............................. 22, 73
Change QPO? ................................................ 179             Credit Card Report ........................................... 16
Change Source button .............................25, 195                    Credit Hold ..................................................... 192
Chart of Accounts ........................................... 304            Credit memo .................................................. 146
Check Equipment In From Technician ............. 89                          Credit OK ......................................................... 21
Check Out Equipment to Technician ............... 87                         Cross St. .................................................. 38, 191


Index                                                                                                                             Page 308
                                                                                                                              Dispatch Pro

CUST_LAB.TXT ............................................... 50              Dispatcher / CSR Analysis ............................. 274
CUSTFILE.TXT .............................................. 218              Display Ad Results ......................................... 203
Customer Comments/Survey Maintenance ... 210                                 Display button .................................................. 10
Customer Initials ............................................ 192           Display1.jpg ........................................... 276, 280
Customer Mailing Labels ..........................50, 226                    Distribution of Labor and Materials by Sales
Customer Maintenance ... 20, 25, 31, 38, 51, 122                                Code .......................................................... 233
Customer Name List – Potential Duplicates .. 230                             Do you want to clear counts/dollars? ............. 224
Customer Satisfaction Survey ........................ 210                    Do you want to combine this deposit with cash
Customer Search Options ................................. 64                    receipts deposits of (current date) Y or N? 130
Customer Source ............................................. 27             Do you want to dispatch technician anyway? .. 93
Customer Source Analysis ............................. 221                   Do you want to save card # and expiration date
Customer Source List ..................................... 225                  permanently? (Y or N.) .......................... 22, 73
Customer Source Maintenance...................... 202                        Domain ........................................................... 305
Customer Type .................................49, 123, 191                  Duplicate customers ...................................... 231
                                                                             Duty Status ........................................ 69, 77, 293
                                   D
                                                                                                                 E
Daily A/R Past Due Report............................... 12
Daily Accounting Controls ......................128, 299                     Edit Messages button ...................................... 80
Daily Accounting Controls Form..................... 303                      Effective Date................................................. 193
Daily Accounts Receivable............................. 128                   Electronic Big Board ...................................... 276
Daily Check List ............................................. 299           E-mail address ............................................... 192
Daily completion dollars ................................. 179               Enter Complaint ............................................... 61
Daily Costs ..................................................... 128        Enter Customer Comments/Survey................... 15
Daily Sales ..................................................... 128        Enter Job Data for Invoices ................... 112, 114
Daily Technicians‟ Totals .........................12, 107                   Enter New Service Orders ............................... 15
Day of week ................................................... 292          Enter tasks used when completing job. Y or N
Day of week to start time sheet ........................ 94                     ..................................................................... 94
Day Shift .....................................................24, 76        Enter Tech to Display ...................................... 69
Debits do not equal credits! Fix before… ...... 113                          Equipment Check-Out Sheet ........................... 88
Delay counter ................................................... 99         Equipment History............................................ 89
Delete Canceled Records .............................. 178                   Equipment List ................................................. 89
Delete Estimates ............................................ 178            Equipment Status List ...................................... 89
Delete from Batch button ............................... 124                 Equipment Tracking ................................... 69, 87
Delete Invoice Numbers ................................. 179                 Est Comp ......................................................... 72
Delete Notes .................................................. 179          Estimate Analysis................................... 233, 269
Delete this estimate?...................................... 105              Estimate Report ............................................. 104
Delinquent Accounts Only .............................. 162                  Estimate sold? ............................................... 105
Deposit Slip ....................................112, 130, 155               Estimated time of completion policy .......... 69, 72
Detail of Cash Receipts ..........................155, 305                   Estimates ................................. 70, 103, 112, 121
Detail of Cash Receipts/Post to General Ledger                               Exact dollar amount search ........................... 154
   ................................................................... 155   Exact time ........................................................ 22
Detail Trail Balance / Invoice Date Order ....... 162                        Exclude “non-commissioned” special tasks ... 280
Detail Trial Balance ........................................ 161            Exempt # ........................................................ 192
Different Customer ......................................... 124             Existing Customer button ............................... 190
Different Customer button .............................. 116                 Exit Screen button............................................ 37
Digital pictures ................................................ 276        Expiration Date .............................................. 193
Direct Commission Dollars ............................. 245
Dispatch ...................................................72, 178                                              F
Dispatch Command Center ...30, 68, 71, 80, 109,
   179                                                                       F/FEE ............................................................. 191
Dispatch Detail Report ..................................... 47              F11 key .............................................. 73, 92, 292
Dispatch Report ........................................15, 299              Financial Statement Layout ........................... 217
Dispatch Summary Report ............................... 47                   Financial Statement Layout
Dispatch Time ................................................ 305              Maintenance/Budgets ................................ 187
Dispatched Jobs ...........................46, 68, 71, 107                   Financial Statements ............. 185, 188, 189, 305



Index                                                                                                                               Page 309
                                                                                                                        Dispatch Pro

Financial System ............................110, 179, 300                Incomplete batches ........................ 114, 239, 248
Financial System Budget List ......................... 225                Incomplete Job List .......................................... 12
Finder‟s Fee ...........................................191, 235          Interest ................................................... 129, 192
Flat Rate Task ................................................ 118       Invalid invoice # entered…it has not been
Flat-Rate Billing .............................................. 197         assigned ...................................................... 94
Forecast Daily Sales ...................................... 260           Invalid percent entered. Task U3501 is not in
Format ............................................................ 188      Master Task database ................................. 86
Franchise Average .........................283, 288, 290                  Invalid Zip Code..do you want to add? .......... 191
Frequency ...................................................... 245      Inventory System ................................... 118, 180
Fuel surcharge ............................................... 234        Inventory Vendor List ..................................... 231
Full tasking ....................................................... 73   Inventory Vendor Maintenance (for QPO) ..... 213
                                                                          Invoice 35141 is assigned to 209. It may not be
                                  G                                          used for this tech ......................................... 94
                                                                          Invoice Assignment Acknowledgement ........... 44
G/L Chart of Accounts List ............................. 217              Invoice balancing ........................................... 112
G/L Chart of Accounts Maintenance .............. 185                      Invoice Correction .................. 114, 140, 147, 160
General and Administrative Expenses ........... 305                       Invoice Number .................................. 39, 40, 117
General Ledger .............................................. 305         Invoice Number Reports ............ 16, 52, 112, 132
General Ledger account number for separate                                Invoice number search .................................. 154
  credit card entries to General Ledger ........ 110                      Invoice Tracking Report ........................... 53, 132
General Ledger Account Numbers ................ 189                       Invoices .................................................. 112, 130
Go ahead and invoice? .................................. 116              Invoices and Payments .................................. 172
Go Change button .......................................... 204           Invoices and Payments button ....................... 195
Goals ..............................................183, 277, 282         Invoicing ................................. 111, 125, 179, 299
Goals and Trips format...........................280, 282                 Invoicing a cancelled job ................................ 116
Goals format ................................................... 280      Invoicing an uncompleted job ........................ 116
Gold SA .......................................................... 201    Invoicing Main Menu ...................................... 113
                                                                          Issue Quick Purchase Orders ........................ 178
                                  H
Has the customer been notified of technician‟s                                                              J
   arrival time? ................................................. 93     Job Average ................................... 276, 282, 287
Highest tech number to use when sending pager                             Job Average dollars ....................................... 280
   message to “ALL” techs ............................... 95              Job Cancelled on…........................................ 116
History List button ............................................ 30       Job Number ............................. 20, 115, 121, 305
Hours ................................................40, 117, 239        Job Source Analysis - Count ......................... 222
How do I cancel a job? ................................... 108            Job Source Analysis – Dollars ....................... 223
How do I correct an invoice entered for the                               Job Type .......................................................... 50
   wrong customer? ....................................... 146            Jobs Sold ....................................................... 282
How do I enter a recall ................................... 137           Journal Entry .................................................. 305
How do I enter a write-off? ............................. 157             Journal Entry Input ......................................... 300
How do I handle a returned check (NSF)?..... 147
How do I make an invoice correction? ........... 140                                                        K
How do I reverse a payment received from a
   customer? .................................................. 156       Key ......................................................... 189, 218
How do I reverse a write-off? ......................... 158               Key Total A .................................................... 188
How do I split commissions? .......................... 136                Key Total B .................................................... 188
How do I un-cancel a job?.............................. 109               Key Total C .................................................... 188
Hydro-Scrub (SRB) ....... 200, 277, 282, 287, 290
                                                                                                            L
                                  I
                                                                          LABELFIL.TXT ............................................... 227
Import File ...................................................... 226    Labels .............................................. 50, 226, 299
IMPORTANT NOTE ..... 9, 21, 31, 51, 78, 82, 86,                           Labels Due Next Month ................................... 51
   113, 115, 116, 118, 122, 125, 127, 136, 152,                           Last Inv .......................................................... 191
   183, 185, 188, 189, 201, 277                                           Last job for tech not pended or completed..can‟t
Income Statement .......................................... 305             dispatch again ............................................. 92


Index                                                                                                                         Page 310
                                                                                                                            Dispatch Pro

Last Payment ................................................. 191          Net Profits Reports................................. 233, 272
Last Scheduled Service ................................. 193                Network Server .............................................. 305
Liens ............................................................... 198   New button ..................................................... 246
Limits .............................................................. 245   New Customer button .............................. 30, 190
List Due Next Month (No Posting) ................... 51                     New Job # button ........... 116, 136, 139, 146, 151
List of Cancelled Jobs .................................... 261             New jobs .................................................... 70, 96
List of Inventory Vendors (Used for Q.P.O.) .. 231                          New Key ......................................................... 190
List of Jobs Not Invoiced ........................233, 264                  New Owner at this Service Address button ..... 30
List of Lost Jobs ............................................. 261         Next button ..................................................... 194
List of Outstanding Invoice Numbers .......53, 132                          Nextel Direct .................................................. 182
List of Quick Purchase Orders ...................16, 55                     Night Shift .................................................. 24, 76
List of Survey Results ...................................... 16            No Charge. ..................................................... 121
List of Technicians Preferred or Refused by                                 No Go ............................................................. 287
   Customers..........................................233, 266              No Service ............................................... 21, 192
Logo ............................................................... 192    Non-Sufficient Funds ..................................... 156
Lost Call ............................................................ 63   Not Resolved ................................................... 62
LTD (Limited warranty) ...........................119, 200                  NOTE ....9, 20, 22, 28, 31, 49, 50, 51, 53, 74, 75,
                                                                              86, 116, 119, 120, 121, 132, 136, 139, 140,
                                  M                                           146, 191, 239, 240, 247, 250, 251, 281, 283,
                                                                              294
Mail Code ....................................................... 192       Notes ............................................ 20, 37, 76, 197
Main Screen button .......................................... 39            Notes button............................................. 25, 195
Manager‟s Inquiry ........................................... 179           NSF ................................................................ 147
Manager‟s Inquiry button............................69, 91                  Number of delays recorded ............................. 98
Manual page .................................................... 80
Map Code .................................................70, 191
                                                                                                               O
Mapping a drive .............................................. 305
Market Area .................................................... 184        O/R Amount ................................................... 156
Marketing Area Analysis ................................ 229                Off Duty ...................................................... 75, 77
Marketing Area Maintenance ......................... 212                    On Duty ............................................................ 77
Markup Costs ................................................. 200          On File ........................................................... 191
Master Task.................................................... 305         Open ................................................................ 17
Master Task Analysis ..................................... 224              Open calls .................................................. 70, 98
Master Task database............................119, 197                    Open Jobs / Incoming Calls Analysis .... 232, 252
Master Task List ............................................. 224          Open QPO ................................................. 55, 83
Master Task Maintenance .............................. 197                  Open Service Orders ......................... 70, 75, 306
Material Charge-back Split ............................. 118                Open Service Orders list .................................. 99
Material Cost .................................................. 199        Opened by ..................................................... 191
Material Cost Pct ....................................182, 199              Opportunity Calls ................................... 251, 287
Material Split .................................................... 40      Option Buttons ................................................. 10
Meal................................................................ 294    Output Type ..................................................... 50
Meal time ........................................................ 291      Outstanding Invoices ..................................... 132
Member Charge ............................................. 200             Over Limit....................................................... 191
Member Price ................................................. 118
Miscellaneous File Maintenance ............110, 177                                                            P
Miscellaneous Maintenance ........................... 180
Monthly Check List ......................................... 300            P.O. # ............................................................... 21
Monthly Sales Tracking Report ..............233, 260                        Page a job scheduled today or later ................ 75
More Techs ...................................................... 76        Pager Message ................................................ 69
Moved............................................................. 192      Paging ................................................ 69, 81, 302
Multiple franchises .....................45, 50, 238, 299                   Paging Company Code .................................. 182
Multiple locations ........................21, 25, 196, 208                 Password List................................................. 215
                                                                            Password Maintenance ................................. 178
                                   N                                        Past Due Notice ....................................... 12, 192
                                                                            Pay Type .......................................................... 22
Net or Gross ................................................... 245        Payments and Invoices button ....................... 195



Index                                                                                                                             Page 311
                                                                                                                          Dispatch Pro

Payments and Invoices from Cash Receipts . 171                              Promised Date and Time ................................. 22
Payroll frequency .....................................94, 292              Promised Time ................................... 15, 70, 306
Peer-to-Peer Network .................................... 306
Pending jobs ................. 46, 70, 71, 74, 102, 306                                                       Q
Pending Report .............................................. 103
Per Trip........................................................... 282     Quantity .......................................................... 119
Percent of Goals ............................276, 280, 282                  Quick PO .......................................................... 69
Percent of Sales ............................................. 245          Quick Purchase Order ......................... 68, 76, 81
Percentages format ................................280, 287                 Quick Purchase Order Vendor List ............ 16, 58
Performed Date ........................................40, 117              Quick Purchase Order Vendors, Change or
Personal time .........................................291, 294               Delete .......................................................... 85
Personnel List ................................................ 216         QuickBooks Export ........................................ 111
Per-Trip Average ....................................276, 280               QuickBooks Export File Detail List ................. 176
Phone Number Search (10) ............................. 28
Phone Number Search (7) ............................... 28                                                    R
Platinum SA ................................................... 201
                                                                            Rating system .................................................. 43
PO/SWO Number ............................................. 39
                                                                            Recall .......70, 121, 137, 138, 139, 251, 287, 290
Possible Recall ................................................. 70
                                                                            Recall Analysis ....................................... 233, 270
Post to time cards? ........................................ 212
                                                                            Record arrival time ......................................... 293
Posting ........................................................... 306
                                                                            Recurring Journal Entries .............................. 306
Potential Duplicate Customers ....................... 230
                                                                            Refund Suspense Account .................... 144, 145
Preferred Technician‟s number ..........22, 70, 192
                                                                            Report/display basis: ..................................... 279
Pre-Installation Check List ............................. 302
                                                                            Reprint Detail of Cash Receipts ..................... 155
Press P to Pause ...........................283, 288, 290
                                                                            Reprint Invoice ................................................. 39
Preventive Maintenance .............26, 50, 101, 197
                                                                            Require entry of invoice number when job is
Preventive Maintenance button ..................... 193
                                                                              dispatched. Y or N ....................................... 92
Preventive Maintenance by Address ............... 30
                                                                            Require estimate description (or comments)
Preventive Maintenance Customers Due Next
                                                                              when completing job. Y or N ...................... 94
   Month or Expiring Next Month ..................... 51
                                                                            Require job to be pended or completed before
Preventive Maintenance List/Schedule Posting . 15
                                                                              assigning technician to another job. Y or N . 92
Primary Task .................................................. 200
                                                                            Reschedule ................................................ 74, 75
Print button ....................................................... 10
                                                                            Residential ............................................. 123, 191
Print Deposit Slip ............................112, 130, 155
                                                                            Residential repeat customers ........................ 202
Print Detail of Cash Receipts ......................... 155
                                                                            RETCK ........................................................... 148
Print Dispatch Report ..........................15, 47, 299
                                                                            Retention ........................................................ 306
Print History record .......................................... 41
                                                                            Returned Check ............................................. 147
Print Invoice Number Reports ....16, 52, 112, 132
                                                                            Returned Check – Cash Receipts ................. 147
Print Invoices ..........................................112, 130
                                                                            Returned Check – Service Invoicing.............. 147
Print Prior Day‟s Completed Job Labels ............ 15
                                                                            Returned Check fees ............................. 148, 198
Print Prior Day‟s Completion Tickets ...........15, 49
                                                                            Reverse a payment ........................................ 156
Print Prior Day‟s Job Labels .............................. 49
                                                                            Reverse a write-off ......................................... 158
Print Sales Journal / Post to G/L .................... 112
                                                                            Review Time Sheet Entries ........................... 294
Print Schedule .................................................. 76
                                                                            Royalty Report ............................................... 300
Print Service History Job Data ....................... 180
                                                                            Royalty reporting codes ................................. 250
Print Technician‟s Daily Worksheet ................. 16
Print Time Sheets ........................................... 297
Print Yesterday‟s Completed Job Labels ......... 299                                                          S
Print Yesterday‟s Completion Tickets ............ 299                       Sales Breakdown by Task ..................... 233, 263
Printer Type ...................................................... 50      Sales Code .................................................... 199
Printing and viewing reports ............................. 10               Sales Journal 112, 114, 124, 125, 141, 142, 145,
Prior Day‟s Completed Job Labels .................... 15                      299, 306
Prior Day‟s Completion Tickets ...................15, 49                    Sales Journal Accounting Entries . 112, 125, 127,
Prior Day‟s Job Labels ..................................... 49               134, 142, 145
Private Mail...........................................30, 31, 69           Sales Pace ............................................. 279, 282
Profit and Loss Statement .............................. 306                Sales Report .................................. 232, 247, 248
Prom ................................................................. 17   Sales Report Summary .................................. 247


Index                                                                                                                           Page 312
                                                                                                                             Dispatch Pro

Sales Tax Reports .......................................... 232             Set up a new job number for next tech selected?
Salesman ....................................................... 191            (Y or N) ........................................................ 76
Schedule .......................................................... 76       Shop Recall .................................................... 184
Schedule preventive maintenance ................... 51                       Shop Technician .............................................. 81
Schedule System ........................................... 179              Show Hours button ........................................ 294
Scheduled jobs .................... 46, 70, 71, 101, 306                     Show outstanding #s for tech when job is
Search button .........................................211, 212                 dispatched. Y or N ....................................... 92
Search by Address ............................................ 65            Show Splits .................................................... 280
Search by Last Name....................................... 64                Show truck number instead of technician on
Search by Name .............................................. 30                Command Center screen. Y or N ............... 94
Search by Zip Code .......................................... 65             Sign ................................................................ 188
Search for All Current Jobs .............................. 15                Signature Line ................................................ 239
Search for Completed / Not Invoiced .....112, 131                            Silver SA ........................................................ 201
Search For Open Job Orders ........................... 15                    Skill Description Maintenance ........................ 213
Search window ...........................................18, 29              Skills button .................................................... 183
See All Schedules ............................................ 36            Slsm ............................................................... 191
See Soc. Sec #s on Tech Maintenance Screen                                   Source ............................................................ 192
   ................................................................... 180   Source Analysis ....................................... 27, 220
Select a Printer ................................................. 23        Source Category ............................................ 203
Select another tech & press „S‟ to schedule or                               Source Code .................................................. 306
  „D‟ to dispatch. ............................................. 76          Source Description......................................... 203
Selective Paging .............................................. 80           Source List ............................................... 27, 225
Send to all ........................................................ 81      Special Instructions (Spcl Inst) .................. 22, 70
Sending messages 1 second apart .................. 81                        Special Reports.............. 114, 180, 182, 232, 300
Separate American Express on sales journal for                               Special task .................................................... 148
  entries to General Ledger .......................... 111                   Split Commissions ......................................... 136
Separate cash and checks on Sales Journal for                                SRB ................................ 200, 277, 282, 287, 290
  entries to General Ledger .......................... 110                   Standard Charge............................................ 200
Separate Discover Card on sales journal for                                  Star of the Month ................................... 276, 280
  entries to General Ledger .......................... 111                   Start month .................................................... 193
Separate entries for each credit card sale ..... 111                         Statement....................................................... 192
Separate entries for each sales category ...... 111                          Store/Recall ................................................... 188
Separate entries for Residential /Commercial                                 Success Ratio .................................................. 78
  sales ........................................................... 111      Success Ratio Percent .......... 251, 276, 280, 282
Separate Master Card on sales journal for                                    Summary Trial Balance ................................. 162
  entries to General Ledger .......................... 110                   Survey .............................................................. 41
Service Address .............................29, 30, 39, 70                  Survey Analysis ............................................. 233
Service Agreement ... 79, 98, 118, 122, 136, 192,                            Survey Analysis Detail Report ....................... 258
  200, 237, 240, 282, 287, 290                                               Survey button ................................................... 41
Service Agreement ......................................... 200              Survey Maintenance ...................................... 210
Service Agreement Commission Report 234, 235
Service Agreements ....................................... 136                                                  T
Service Comments/Description ........................ 39
Service Fee .................................................... 192         Task Description .................................... 119, 199
Service History .............. 20, 21, 38, 39, 169, 178                      Task numbers ........................................ 118, 198
Service History By Customer ......................... 169                    Task Summary ................................................. 40
Service Invoicing .. 121, 137, 138, 139, 140, 300,                           Tax Code ......................................... 21, 123, 192
  306                                                                        Tax Zone ........................................................ 185
Service Job Maintenance ............................... 123                  Tax Zone Code .............................................. 191
Service Job Maintenance button ...................... 41                     Tech Totals ...................................... 70, 106, 239
Service Last Name ........................................... 39             Technician Analysis ....................................... 233
Service Order Entry... 14, 19, 23, 24, 25, 29, 108                           Technician Number .......... 40, 117, 182, 193, 239
Service Order Entry Options.............................. 63                 Technician‟s Daily Worksheet .................... 16, 55
Service Task Report ...............................232, 255                  Technician‟s initials ........................................ 182
Service Volume ......................................282, 287                Technician‟s name ................................. 182, 282
                                                                             Technician‟s pager number ........................... 182



Index                                                                                                                              Page 313
                                                                                                                             Dispatch Pro

Technician‟s Sales Report .....................232, 250                      Unblock ...................................................... 24, 72
Technician‟s type ...................................182, 280                Un-cancel a job .............................................. 109
Technician‟s Weekly Schedule .....24, 71, 75, 79,                            Under $145 .................................................... 287
   179, 299                                                                  Undistributed Amount .................................... 154
Technicians not to send ................................. 192                Unpaid Invoices ............................................. 194
Telephone Area Code Maintenance .............. 204                           User-Defined Special Tasks .......................... 198
Telephone Prompt.......................................... 210
Tenant at this Service Address button ............. 30                                                          V
TFS................................................................. 182
The total amount of the invoice is different from                            Vendor Code .............................................. 81, 85
   amount turned in when job was                                             View Technician‟s Information ................... 16, 58
   completed….Press any key. ...................... 120                      Void ................................................................ 121
There are no accounts past due to report ........ 12
This job has already been dispatched ............. 79                                                          W
This job not yet complete. .............................. 116
                                                                             W/O-Write off ................................. 128, 154, 157
Thomas Guide ................................................ 191
                                                                             Warning.. Invoice 50042 is assigned to.. ......... 72
Time button ..............................................75, 100
                                                                             Warranty ................................ 119, 120, 192, 200
Time Card....................................................... 291
                                                                             Weekly Check List ......................................... 300
Time Entry ..................................38, 74, 299, 306
                                                                             Weekly Sales ................................................. 128
Time Sheet Options ....................................... 292
                                                                             Window ............................................................ 70
Time Worked Recap ...................................... 297
                                                                             Window of time ................................................ 22
Time Worked Recap Summary ...................... 297
                                                                             Work description .. 21, 23, 70, 169, 177, 193, 204
Time Worked Summary ................................. 296
                                                                             Work Description List ..................................... 228
TIP ......................................... 9, 21, 75, 115, 184
                                                                             Work Performed ............................................. 120
Today‟s Schedule – All Technicians ................ 15
                                                                             Workgroup ..................................................... 306
Too early to run next month‟s schedule ........... 51
                                                                             Write-off ......................................................... 129
Total $ .............................................................. 70
Total Net (or Gross) Service Volume ............. 280
Total Net Service Volume .............................. 276                                                     Y
Total Sales button .......................................... 191            Yellow Pages page numbers ........................... 27
Town Abbreviation ......................................... 184              Yesterday‟s Completed Job Labels ............... 299
Tracking Report ................................................ 47          Yesterday‟s Completion Tickets .................... 299
Trail Balance .................................................. 123         Yesterday‟s Heroes................................ 276, 280
Transfer General Ledger Entries to Quickbooks                                You've Got Mail! ......................................... 30, 69
   ................................................................... 175
Trial Balance .................................................. 306
Trip charge ..................................................... 184
                                                                                                                Z
Trips ............................................................... 282    Zip Code Analysis .......................................... 227
Truck # ........................................................... 182      Zip Code Analysis – Count ............................ 227
truck operating charge ................................... 234               Zip Code Analysis – Dollars ........................... 228
Type of Call ...................................................... 32       Zip Code List .................................................. 216
                                                                             Zip Code Maintenance ................................... 184
                                   U
U Tasks .......................................................... 198




Index                                                                                                                              Page 314

								
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