FUJ00079926
FUJ00079926
Fujitsu Services PEAK User Guide Ref: CS/MAN/011
Version: 1.0
User Guide Date: 08-Oct-2004
Document Title: Peak User Guide
Document Type:
Release: Phase 6.0
Abstract: A user guide to those new to using the system and as a reference
Document Status:
Originator & Dept:
Contributors:
Internal Distribution:
External Distribution:
Approval Authorities:
point for existing users
APPROVED
Catherine Obeng
John Simpkins
Mik Peach
Lionel Higman
(See PA/PRO/010 for Approval roles)
Name
Position
Signature
Date
John Simpkins
Peak Front End Development
© 2003 Fujitsu Services
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FUJ00079926
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Fujitsu Services PEAK User Guide Ref: CS/MAN/011
Version: 1.0
User Guide Date: 08-Oct-2004
0.0 Document Control
0.1 Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
0.1 09-Dec-2003 I First Draft
0.2 01-Oct-2004 First Formal Review
0.2 Review Details
Review Comments:
08-Oct-2004
Review Comments to: I Catherine Obeng
Mandatory Review Authority Name
Peak Front End Development John Simpkins
Peak Design Authority
Lionel Higman
Optional Review / Issued for Information
(*) = Reviewers that returned comments.
0.3 Associated Documents
Reference Version I Date Title Source
PA/TEM/001 8.0 19/12/02 Fujitsu Services Document PVCS
Template
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
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Version: 1.0
User Guide Date: 08-Oct-2004
0.4 Abbreviations/Definitions
Abbreviation Definition
Call A term used to reference the Incident/Defect record held in Peak
cP Change Proposal
DDL Drop Down List
GUI Graphical User Interface
LoV List of Values
Peak A Fujitsu Services call management system used within Post Office
Account.
SMC System Management Centre (2™ Line Support)
UTC Universal Time Coordinates
0.5 Changes in this Version
Version Changes
0.1 Any comments or feedback received, as a result of the review process will
be incorporated in future release of the document.
0.2 Comments received from Reviewers.
0.6 Changes Expected
Changes
Peak is ongoing in its design and therefore features, which might be missing at this release, may be
included at a future release.
The HTML Call List grid will be included at next release of this document.
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Version: 1.0
User Guide Date: 08-Oct-2004
0.7 Table of Contents
1.0 INTRODUCTION..
Ll CALL HANDLING
2.0 SCOPE..
2.1 NOTATION USED...
3.0 GETTING STARTED WITH PEAK....
3.1
3.2
4.0
Response Text
4.7 Target Release
48 Target Date.
49
4.10
4.10.1 New Call Form.
4.11 Manual Routing.
4.12 Auto Route......
4.13 Call Logger.
4.14 Team
5.0 VIEWING EXISTING CALLB........
5.1 Call Reference.
5.2 Call Logger.
5.3 Target Release
5.5 Priority.
5.6 Progress Narrative.
5.8 Top Reference...
5.9 Status...
5.10 Save Summary.
5.11 Root Cause...
5.12 Route.
5.13. Assignee.
5.14 Last Progres:
5.15 Products Button.
5.16 Show Audit / Hide Audit.
Auto Route...
6.1 Details button.
6.2 Full List button
63 Subset button...
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64
6.5
6.6
6.7
6.8
6.9
6.10
7.0 UPDATING EXISTING CALLS...
713
714
8.0 CLOSING AND REOPENING CALL!
8.1
8.2
8.2.1
8.2.2
9.0 SAVING A CALL AS A FILE...
9.1
10.0 QUERIES AND SEARCHES...
10.1
10.1.1
10.1.2
10.1.3
10.1.4
Bulk Update...
Save Layout button.
Pri
Refresh.
MultiPrint
Help...
Personalised Query Buttons.
Update Existing Call Detail
Call Reference.
Target Release.
Call Type....
‘Add Reference
Delete Existing
Mark Reference as Top Reference.
Add Response button...
Progress Narrative box.
Text box..
Response Category.
Close window BUttOR.......eccocsesseeeetinsseennennnetnnnnnstinnttssnisnntisnntinntinentnsnsinsnenseneneeneenee
Effort.
Target Date / Time.
No Forecast Date...
Close Window.
Save.
Clone Call button.
Action button / Remove Action.
Close window button.
Main Menu button.
Find Call button.
Print.
To Close a Peak Call (Internally raised
To Close Customer Raised Calls (OTT)
Reopening Peak Call (Internal).........
Re-Opening Peak Closed Call (OTD).....
Expand Call Details page...
Build and Store Query..
To Create new Query...
Customise Searches form.
Search Title...
Field to be compared.
Operator.
Value.. .
Add (AND) button...
Add (OR) button...
Parse Query button.
Clear Query button
Peak Query Code..
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10.1.12
10.1.13
10.1.14
10.1.15
10.1.16
10.1.17
10.1.18
10.1.19
10.1.20
10.1.21
10.1.22
10.1.23
10.1.24
10.1.25
10.1.26
10.1.27
10.1.28
12.0 SEA
12.1
12.1.1
12.1.2
12.1.3
12.1.4
12.1.5
13.0 EVIDENCE HANDLING, CLONING AND PRINTIN
13.3. PRINTING
SQL Query Code...
Set as Default Query Check Box.
Shared Query.
Sort Fields.
Order Ordering.
Add Direction.
Remove Ordering.
Available Display Fields.
<Remove Field<.
Removing a Field.
Display Fields.
Retrieve Query Button.
Execute Query.
Add Queries.........
Editing Existing Query.
Run.
Deleti 6
Default. . 6
Show Shared Searches..... .6
Query Build button.
Main Menu button. .
.RCH FOR A SINGLE CALL..........0005
Find Call Option...
Call Reference (other Reference) radio button.
Search All Calls radio butION........ccccsstssiststssistsuisinuisiniseinisiinistssistsiistsiseistseisesese
Search Open Calls radio button.......
Full Search Query Builder.
Search button.....
Managing Evidence.
Already Attached Evidence
Retrieving Attached Evidence........
‘Add New Evidence.
Removing Attached Evidence.
Update button..
Clone a Call.
Call Reference.
Call Type... scsscseneeen
Contact.
Call Logger.
Reference
Status.
Progress Narrative...
Routing.....
Assignee.
Printing from Call Display pags
Print from the Expanded Call Details page.
Multiple Print.
Print from Call List page. 6
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User Guide Date: 08-Oct-2004
14.0. EXTERNAL INTERFACES..
14.1 KEL.
14.1.1
14.2 PowerHelp...
143 Preferences and Change of Password.
15.0 USER PREFERENCES...
15.1 User Preferences page.
15.1.1
15.1.2
15.1.3
15.2 Customising Call List Grid
15.3 Changing Password
None UK and SSC domain users
Default Logging Team.........
Current Background DDL...
Size Call List to Fullscreen Tick box.
Automatically Fullscreen Call Details Tick box.
Automatically Refresh Call List each 10 minutes Tick and Combo boxes.
Display Horizontal lines in the Call List Tick box.
Display Queries in HTML grid Tick box...
Open Call List in a new page Tick bo:
Open Add Response/Progress in a new page.
Initial Audit View ON Tick box.... oe
Use Evidence Applet (requires Java) Tick box
Evidence Default Directory (use double backslahes) Text box
Call Progress Narrative Colour One Combo box.
Call Progress Narrative Colour Two Combo box.
Data Field Colour Combo box
Open Default Call List when Logon Tick box... oe
Main menu Call List button always opens Default list Tick box.
Hide logon page installation message (uses cookies) Tick box...
Use my background picture on the logon page (uses cookies) Tick box.
Fix (Java) Call List size to Tick box and Text boxes
Default Logging Call Type
Call List Font..
Main Menu...
Changing Column Width.
Moving the Columns...
Pointing at a column heading
Resizing the Window...
Save Layout button.
Display button.
Change User Password form page.
Old password. .
New Password...
Re-enter New Pz
Change button
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User Guide
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Ref: CS/MAN/011
Version: 1.0
Date: 08-Oct-2004
1.0 Introduction
11
Peak is the replacement Call Management System for Pinicl. Peak has a completely
different design. Newer technologies have been employed to minimise upgrade
requirements and future maintenance costs. Albeit, every effort has been made to
minimise any huge differences in the GUI between Pinicl and the new PEAK.
What can you do in PEAK? You can use PEAK to:
Log New Calls
Respond to Calls
Update existing Calls
Create Personalised Queries (for reporting purposes)
Search for particular Calls
Link Calls with Other Calls
Print Calls, KELs
Reopen Calls
Change user password
Access the KEL and PowerHelp Database interfaces
Manage Evidence files
Handle Contacts
You can also customise your PEAK interface
Call Handling
e Logging into Peak
e Logging New Call
e Viewing Call List
e Updating Existing Calls
© Call Cloning
¢ Closing and Re Opening Calls
© Copying a File from your PC
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2.0
2.1
3.0
3.1
Scope
This document is targeted at people trying to use Peak Call Management System to
log calls, update calls, route calls, manage evidence, and close calls. The purpose of
this documentation is to serve as a user reference to accompany the Peak client
interface.
The client application interfaces with a limited number of views based on several
underlying tables. Technical details about related tables and files are not included in
this User Guide.
Use of Comments in this document (For on-line copy only)
Throughout the document, comments have been used in the form of Note: to minimise
the volume of text in the document and also to provide extra information where it is
thought helpful to the user. Hold mouse over the sign Note: to view hidden text.
Notation Used
The following notation is used to add more information where it is thought to be
necessary. For online readers point to the word NOTE:.
Getting Started with Peak
With an Intranet connection and Internet Explorer, you can find and view information
on the PEAK main server.
If it is your first time of attempting to connect to the Peak client, just click the topics
below to get started, or click on Index and type in a keyword. You'll find more
information to help you use Peak efficiently.
Initial Connection to Peak Server and the Client
Application (Java)
For how to configure your PC to connect to Peak server using ODBC and how to set
up your Client environment, click this lin! 3 and follow the link
“configure your system’ see Fig 1 below.
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Version: 1.0
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3.2 Logging into Peak
The URL for accessing the Peak Client i:
As soon as the page is located, the logging screen is displayed.
Peak Call Management System
User Logon
Fig 1 Peak Login page
Type in your username and initial password, which would have been assigned to you
by the Administrator
> Click on the Logon button underneath, this displays the Peak Main menu page
or
> Press Enter
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Version: 1.0
User Guide Date: 08-Oct-2004
** Welcome to Peak **-Phase 6
‘You have mo meseages
Fig.2 Peak Main Menu page
See section on Preferences for how to customise the background wallpaper.
At any point in using Peak, users can access the same commands both via the Menu
driven commands under the main headings File, Call, Options and Help or by using the
web based approach of event driven, icon based. Both will invoke the same code to
run.
4.0 Logging New Call
Where a new incident is reported there must be a formal way of tracking and fixing the
problem. A call must be raised, this is done within Powerhelp or from within Peak
depending on who the incident is being reported by, e.g. Post Master via HSH, Events
via SMC or Future Release problems via Testing.
e Logging New Call
© Call Type
¢ Priority
e¢ Summary
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¢ Subject Product
¢ Product Groups
e Progress
© Response Text
e Target Release
e Target Date
© Route
¢ Manual Routing
¢ Call Logger
e Team
To log a call, from Peak Main Menu page;
Point mouse on Call
>» Click New.
The Main Menu page is displayed immediately after successful validation of your user
account.
To Enter New Call Details:
> Click New Call button, or choose New from the Call menu on the Main Menu bar
both will display the New Call form.
> Choose from the DDLs or input text in the appropriate fields.
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Version: 1.0
User Guide Date: 08-Oct-2004
Peak Call Management System _
[EaltLoaser [Catherine Oberg ffewn [esc a]
fieiSeeced a] [Bee frome ai
RoSelecied Dlksieay rerSarecea a]
(Samenay
[Response Tess
al
i)
[Response Cateaoy [Emaet Date [Target Time
[- Progress Only B] I i
[SibjectBreaaae frucne r 5 7
Manual Rowing EDSC a catherine Obeng =] Fane]
‘ [cesquenioe) [en nema
Note Belds Barked in are" mandatoey j a
favor aw ” RE NNCEE SAT: [cara I
41
42
Fig 3 Peak New Call form
Mandatory fields are Call Type, Summary, Priority, Release and Subject Product.
These appear in a different colour for high visibility. For a new call to be generated
the five fields must be completed. It is not important in what order the mandatory
fields are filled in, in any case, the last one to be completed, activates the Auto Route
and Route buttons. Click on either Auto Route or Route for the for a call number to
be generated and call assigned to a team or individual depending on which of the
buttons was selected.
Call Type
From the New Call form, a default value is selected from the Call Type DDL, (a
preference exist to default this value)
> Click the down arrow to select from the DDL. (“NOT SELECTED?’ is considered
an invalid value for this field, therefore as long as ‘NOT SELECTED’ is showing;
the colour will remain orange until changed to a valid value.)
Select a valid value from the list the new value overwrites the default. Once a
value is selected from the list, the colour reverts to normal colour in keeping with
the rest of the page.
Priority
Vv
Each Call Type has a list of level of priorities associated with it. The priority levels
start from A — D, with ‘A’ priority being the top most level and D the least. Priority
must be explicitly selected from the DDL; the default is ‘Not Selected’. If a default
call type is selected from Preferences option, the lowest priority available will be the
default.
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> Click on down arrow to select from the DDL. The list of values that is displayed in
this field is dependent on the Call Type selected.
> Select from the DDL
Choosing a valid priority from the DDL activates and populates the Target Date and
Target Time fields at the bottom of the page.
4.35 Summary
This is used as the title field for the call. When page is displayed, the field is empty; a
short text (a summary of the problem to be described in the Progress box) must be
typed into the Summary input box, there is a 50-character limit.
4.4 Subject Product
A product can be a Hardware or Software. Every product has an associated owner.
Choose from the DDL. This event also causes another DDL (a subset of products)
Product Groups to be displayed.
Many Teams can own a Product, however, only one Team can own a Product of a
specific version. For example
Product Version Team Owners
ACDB Server Ll UKSS
ACDB Server 1.8 Auto Config
ACDB Server 21 PIT
Option to use popup to select a product by Name rather than Group.
Note for Inline readers ONLY::
4.5 Product Groups
This DDL displays the subset of the associated Subject Product chosen. Field defaults
to a white space,
> Click on the down arrow (to the right)
> Select from the DDL, the most appropriate Product associated with your chosen
4.6 Response Text
Progress text will be displayed in the call history. To add new update to a call you
click Response Category. Typing in new text will cause the call Status to change.
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47
48
49
4.10
4.10.1
4.11
Target Release
Target Release is the scheduled POA, Horizon Programme release identifier for which
a resolution to the problem is required. During the life of a call, its Target Release can
be changed more than once to reflect the time frame that a fix is to be provided for the
fault. When the New Call form is displayed, the field defaults to ‘Not Selected’.
Target Date
Field is blank when New Call form is loaded. Target Date is the timescale within
which a faulty Peak call must be resolved. It is dependent on the Priority functionality
where once input is received in the Priority field the system will automatically populate
the Target Date and Time fields.
Target Time
Field is blank when New Call form is loaded. It is associated with the Target Date
field. Time is displayed in Local Time.
Route
Calls can be routed automatically (in which case PEAK transfers the call according to
the subject product, product version and platform) or manually (in which case the user
routing the call must specify to which team or user the call is to be transferred).
At the point where a New Call form is loaded, the Route button is grayed out. All the
mandatory fields (appearing with an orange background) on the form must be
completed before the Route button becomes visible. Once default values have
received valid input, you can transfer the call between teams and within teams to
individual users using the Route button on both the New Call form page and Call
Details page.
The Route button has two main functionalities on:
New Call Form
Having completed all the default fields in creating a New Call form, user must
click on Route for the details to be committed.
> Click Route button to transmit the call details to the PEAK database server, a
unique call number is allocated
» Call is automatically routed to the Logger (by default but can be changed)
Manual Routing
This option enables the user to select a Team or another user to transfer the call to.
The team displayed is the current user’s default Team.
> Click on down arrow
> Select a Team from the DDL this triggers another DDL containing a subset of
usernames associated with that team. DDL
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Version: 1.0
User Guide Date: 08-Oct-2004
> Click on the down arrow (to the right), field has a default value as ‘Team Only’.
> Select a username from the DDL, the team member you wish to route the call to.
Note for Inline readers ONLY::
4.12 Auto Route
When a New Call form is loaded, the Auto Route button is greyed out. The five
mandatory fields must be filled in before Auto Route the button becomes activated.
Auto Route causes details to be committed the PEAK database and for a unique
number to be assigned to the call. Other functionality is to allocate the call to a team
based on the Subject Product selected.
Default Populated Fields
When the New Call form is loaded, the system will automatically populate the following two
fields with information based on your user account details.
413 Call Logger
Full name of the user is displayed in this field.
414 Team
Default Call logging team will be displayed, user can select any of their other teams at
this point.
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User Guide Date: 08-Oct-2004
5.0 Viewing Existing Calls
To view a list of existing calls, choose the option Call List from PEAK Main Menu.
System default query is generated automatically at first logon Peak. The Call List
page appears in columns with headings reflecting the core information on each call.
To End of
ection 5
e Call Reference
¢ Call Logger
e Reported In Release
¢ Top Reference
© Call Type
e Priority
© Contact
e Status
¢ Summary
e Save Summary
¢ Progress Narrative
¢ Root Cause
¢ Collections Button
¢ Show Audit / Hide Audit
e Add Response
e Route
e Action
¢ Subject Product
e Products Button
¢ Auto Route
e Expand
e Assignee
© Clone Call
e Evidence
¢ Close Call Button
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Date:
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08-Oct-2004
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e Last Progress
To view the details of an existing call, from the main menu,
> Click on Call List, which displays the default query that would have been set up by
the Peak Administrator or the last query loaded, depending upon the Preferences
set.
> Identify the appropriate entry in the Call List and double click or highlight and click
the Details button at the bottom of the page to display the Call Details page. The
Call Details page is similar to the page you access when you select New Call, the
difference is that information relating to the particular call is retrieved and
displayed.
Details of a call can also be accessed via Find Call option from Peak Main page. See
Searches for more details.
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Fig 4a Peak Call List Grid [Java version] page
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User Guide Date: 08-Oct-2004
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Fig 4b Peak Call List Grid [HTML version] page
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Fields on the Call Details page;
5.1
5.2
5.3
5.4
Call Reference
Reference is a unique number identifying each call. Once a call number has been
assigned, after creating a new call, it is treated as an existing call. To view it, you can
do a Find Call or load the Call List page; both options are available from the Peak
Main page.
Call Logger
Customer raised calls will display the default Gateway Team else the user who
generated the call’s name appears in the field.
When a final response is placed on a call, it is automatically routed to the call logger.
Target Release
Once a call has gone beyond the Target date, the Target Date column in the Call List
page gets displayed in colour red.
Real-time countdown, does not take core hours, weekends or Bank Holidays into
account.
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Fig 5 Target Release form
Contact
If call is a Customer raised one, then the Gateway Team’s name is displayed. All calls
raised within Peak will display the name of the user who logged the call. This is the
same detail that appears in the Call Logger field.
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5.8
The field is defaulted to the default Gateway Team, if a customer raised call; else the
text ‘None’ is displayed.
Team members can change the Contact to another team member.
Priority
Calls logged as ‘A’ priorities will appear in colour red in the Call List page. Priority is
directly linked to the Target Date and Time of the call. Alerts may trigger on Priority
changes, e.g. if current priority is a ‘B’ and it is changed to a ‘A’
Progress Narrative
Information previously added to the call appears in this box. The field shows what
details of text has already occurred in relation to this call. The text displayed is read
only, not editable.
Note:
Top Reference
References button is visible only from Call Details page. PowerHelp raised calls will
display the appropriate PowerHelp Reference as the Top Reference, e.g. E-
0311140001. To add a new reference;
» Click Reference button
Choose reference type in the DDL
Choose from the list and type in the reference in the text box next to the DDL and
> Click on Add button.
Vv
Some typical / other references include FastTrack numbers, Cloned Call reference,
KEL references etc.
A mask of the expected Reference value is automatically populated into the text box in
a ‘regular expression’ format.
Set a new reference as the top reference by choosing the Top Ref button next to the
reference item.
Status
Field is visible in the Call List and also in Call Details page. It defines the stage in the
lifecycle of the call, i.e. Open, Pending, Final or Closed. This is a system-generated
field on creating a new call.
Note:
Peak enforces the lifecycle, this means that final response cannot be entered until the
status is Pending and the call cannot be closed until the status is Final.
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5.1
5.1
5.1
5.1
0
1
2
4
nr
Save Summary
The Summary field can be amended as long as the call has not reached the end of its
lifecycle, ie. closed. The field has a limit of fifty characters length and its content is
editable during the life of the call. Once amended, click on the Save Summary button
to commit the changes to the database.
Root Cause
This field is visibly only from Call Details page. Root Cause can be changed only if
the call is on your Team’s stack. Once routed, field becomes grayed out. A Route
Cause must be specified before a call can be closed.
To change the Root Cause;
» Click the downward arrow to select from the DDL
Route
Calls on Peak are transferred between teams and within teams to individual users using
the Route button on the Call Details page. Calls can only be routed by the call
assignee or by a member of his team or the central administrator. The default value is
the default team of the Call Logger, unless call is a Customer raised one in which case
it will always be EDSC.
To change the currently displayed value (Team);
» Click on the downward arrow
> Select from the DDL /This will refresh the list of users in the team]
Calls can be routed directly to members of a team. However, teams may prevent this
and the call will be routed to the ‘Unassignee’ user. You may also search for a user by
name using the popup.
Assignee
The user name and user team are concatenated and displayed in this field. Field is read
only. The only way you can get another name to be displayed is by explicitly routing
the call to another user. A call can be assigned to only one user at any one time and an
action may be applied to one other user.
Last Progress
Displays the user, date and time of when the call last received an update in the
Products Button
The Product button is and available from the Call Details page. Choosing this option
allows you to amend product related to call. The AutoRoute button ‘s functionality is
based on the Products button. See section on U; ng calls.
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5.16
5.17
5.18
5.19
5.20
Show Audit / Hide Audit
If you wish to view more than just the narrative text, then click the Show Audit button
on the Call Details page. This displays audit information, which includes;
Call Type, Root Cause, and References etc. Effectively all other call attributes except
Progress Text.
This button is a toggle, click to see audit information and click again to hide audit
information.
Auto Route
Calls can be routed automatically (in which case Peak transfers the call according to
the call type, subject product, product version and platform) based on the Product
type.
Evidence
The area around the Evidence button appears in a different colour if at any stage
evidence has been attached to the call. See handling evidence for more details.
Expand
To view the full page of Call Details, click Expand button to display the Expanded
Call Details page. Call details can be printed and saved to a file using this option.
Close Call button
Close Call button available from the Call Details page and is grayed out if call is with
another team that you are not a member of. You can only close a call if;
- you are a member of the assigned team
- you are a member of the call logger’s team
- have Administrator privileges
- Root Cause must be set and Status must be ‘Final’.
Note: This button’s functionality is applicable only to call raised within Peak.
Back to Top of Section 5
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6.0 Call List Page Options
Existing calls are displayed in the Call List grid by choosing Call List from PEAK
Main Menu. The Call List grid (See Fig. 4) has several buttons, which you can click
for more options.
Two versions, the default is HTML, however this should only be used if the call kists
For more than that the Java version should be used. Can
switch between versions using the Preferences page. See figures 4a and 4b above.
have less than 200 rows.
See Call List figures in Section 5 above.
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Fig 6a Call List page (Java version)
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To End of Section 6
© Details
e Full List
© Subset
¢ Bulk Update
e Save Layout
e Print
e Refresh
©) MultiPrint
° Help
Imagine
6.1 Details button
To view details of a call, highlight the call from the Call List grid and click this button.
The Call Details page appear, (see Fig 6) double click call row.
6.2 Full List button
To display all calls matching your query, click on this button; click again to return from
a Subset operation.
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6.3
6.4
If you have already displaying a subset of calls, you can use the Full List button to
return to the complete query Call List. You can toggle between these lists by using the
Subset and Full List buttons.
Subset button
You can arrange for a subset of the calls to be displayed;
> Highlight the relevant calls by holding down Ctrl and clicking on the
appropriate entry (use the tick boxes in the HTML version)
» Click the Subset button
Note: The Subset Call List grid is similar to the Full List grid except all the Buttons
are activated.
Bulk Update
Displays a list of calls, which needs to be updated with similar information. This
button is grayed out by default.
For example where more than one call needs updating with the same type of detail e.g.
Call Type, Priority, you can do so by choosing the Bulk Update option from the Call
Details page.
Vv
Identify the appropriate calls that you wish to update
Vv
For multiple selection, hold down the Ctrl + click on the individual calls use the
tick boxes in the HTML version (immediately upon the a second call being
selected, the Bulk Update button becomes activated)
Click Bulk Update button this opens up the Multiple Call Update form page.
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6.5
6.6
6.7
6.8
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Fig 7 Multiple Call Update form
Save Layout button
Following manipulation of the Call List grid (see Customising Call List grid), click this
button if you wish for the system to remember the new settings for future.
Print
Print the Call List grid as a landscape table.
Note: A pop up Printer information window will enable user to select to which
Printer to print to.
Refresh
A Preference can define an automatic refresh period; the time of the last refresh is
displayed at the bottom of the page.
MultiPrint
This allows printing in the Expanded call Details for each of the call selected. By
default, button is greyed out, to print more than one call,
>» Hold down Ctrl + click on the individual calls you wish to print (HMTL uses tick
boxes)
> Click on Multiprint button
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6.9 Help
Click this button to access the Help document online.
6.10 Personalised Query Buttons
Rows of buttons representing the user-defined queries are displayed. Only the first
nine queries are displayed in alphabetical order. Press the appropriate query button to
display that call list.
Back to Top of Section 6
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7.0 Updating Existing Calls
To add more details to an already open call, while in Peak Main Menu page, click Call
List.
This will display the Call List page, if the call is visible from the list, and then double
click to open or give focus to the call in the list and press the Open button at the
bottom of the page or use Find Call from main menu page.
To End of Section 7
e Action Button
e Add
e Add Response Button
¢ Call Reference
© Clone Call
© Close
© Close Window
e Contact
e Evidence
e Expand
¢ Hide/Show Audit
e Inline Link
e Main Menu Button
e Print
e Priority
e Products
e References Button
© Root Cause
¢ Route
e Search KEL
e Site
e Status
¢ Summary
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e Updating Exiting Call Details
7.1 Update Existing Call Details
Details of existing calls can be viewed by choosing Call List from the Peak Main
Menu page. This triggers the Calls grid to be displayed. The content of the list is
dependent on the users choice of default Query. On first logon, the list will default to
all calls currently opened in the user’s Default Team.
> Identify the appropriate entry in the list and double click on it to display the call
details. You can also access the Call Details page by clicking once on the
appropriate call in the list and clicking on Details button at the bottom of the page.
> Click Call List to display the Call Details page.
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Fig 8 Peak Call Details page
7.2 Call Reference
A unique system generated number that gets assigned to each call within Peak.
7.3 Target Release
This tracks the software releases over the course of the Project. It indicates at what
phase in the Release a fault became apparent. All faults reported must have a target
release associated with it, to select a valid target release,
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74
15
Peak Call Management System
pe I Terese f Added By. f ‘Dae Added
Reporte in [pr 3se0r Customer Call, [po64-o8
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Fig 9 Target Release page
Click icon
Select Type from DDL
Select release
Click Add
VVVV
The Target Release of a call can be changed throughout the lifecycle of a call. If call is
closed, the text in the field becomes greyed-out.
All roles may be set the “Reported In” release but the ‘Target At’ option is only
available to roles with Administrative privileges.
Call Type
The Call Type can be changed many times during the lifecycle of a call. Ability to do
this is role dependent. Call Type can be changed even if the call is outside the user’s
default team. Field is greyed out if call is closed.
> Click the downward arrow
> Select from the DDL, the new value will overwrite the previous. (The Call Type
chosen might cause only a subset of the Priority list to be displayed)
Note: If your current priority becomes invalid, it will change to lowest possible
priority.
Note:
References button
If a Customer raised call, the PowerHelp reference is displayed in the field. This
reference can never be overwritten. However, the option remains for the user to
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choose whether that reference gets displayed as the ‘Top Ref’ or not. For Peak raised
calls, the default is the Peak unique number. In this case, the field is blank, i.e. no
value is displayed, however more references can be added.
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Fig 10 References page
» Click on References button, the References form page appears;
751 Add References
> Select the Reference type from the DDL.
> Enter a value for Reference value. The expected format for the chosen
Reference type will be displayed in the cell below. This format is mandatory.
> Click on Add button. The Reference is now added to the list in the above box.
Note:
7.5.2 Delete Existing References
Only a reference generated with Peak can be deleted. For example, PowerHelp
reference is static and can never be removed.
> Click on the Delete button, this removes it from the list.
7.5.3 Mark Reference as Top Reference
The first reference to be added to the list is considered to be the Top Reference
and is the one displayed on the Call List and the Call Details pages. To nominate
an alternative:
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> Click on the Top Ref button, the word ‘TOP’ appears in the column title ‘Top
Ref
» Click on the Top Reference button.
7.6 Search KEL
Highlight any text or phrase in the Progress Narrative and click on this button to
access any KELs that contain that keyword.
7.7 Summary
The text in the Summary box can be changed as many times as is required throughout
the life of the call.
> Click in the box
> Delete part or all of existing text
> Type in new text
> Click on Save Summary button to the right of input box to commit the change to
Peak database
Text in Summary box appears in greyed mode if the user’s role does not allow changes
or if the call is closed.
7.8 Products
Choosing this option from the Call Details page can amend details of the product. See
Updating existing calls.
> Click on Products button, this displays the Product Details page
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Product Crop Frode i}
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Fig 11 Products page
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> Click the down arrow of the Product Group field to display the DDL
v
Click on your choice of Product Group, this will cause a subset of related
products to be available in the Products field
v
Click on the down arrow of the Product to display the DDL
Vv
Click on your choice of Product name
> Click Add Prod button, this will place the chosen product in the List box above
Search can be by a Product name using the pop-up.
To make a particular product appear as the Subject Product in the Call Details page,
> Click on the Subject Product button next to the product
To remove a particular product from the list, simply click the Delete button next to the
product.
> Click Back to Details to leave this page.
7.9 Add Response button
This button is visible only from the Call Details page. To add new information to the
call;
> Click on Add Response button, this opens the ‘Add Response’ form with three
input box
> Type in text
» Click Save button.
7.9.1 Progress Narrative box
Information that has already been added to the call is displayed in this box. The
content might have been transferred to Peak via the OTI this could be text input into
Progress box of the New Call form within Peak when the call was first being
generated. The text is not editable.
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__ Peak Call Management System ¢ 0 4)
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Figl2 Progress Narrative page
Note: Must select a Response Category
7.9.2 Text box
Text input into this box is only visible to Peak users.
transferred across the OTI to interface with other CMSs.
know about.
CMSs then, use the Response Categories.
The content does not get
This is for the benefit of
Development Teams to add update, which they do not wish for the Customer to see or
If you require the text update to be readable from within and other
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Peak Call it System
an pe
Fig 13 Progress Text Input window
7.9.3 Inline Link
Text highlighted in blue in the Progress Narrative window indicates a link to files such
as: Evidence, OCPs, OCRs, CSPCs and SSCKEL that is attached to the call.
> Click once to access details of that item.
7.9.4 Response Category
>» Click on the down arrow
> Select the appropriate response code from the DDL
> Click Save button to commit changes, which will go across the OTI link.
If you do not wish to save the update, click on Back to Details button.
Note:
7.9.5 Close window button
> Click on this button to abandon all changes on the form and return to the Call
Details page.
7.9.6 Effort
Time record of the amount of time the current user has spent working on the call.
7.9.7 Target Date / Time
See section 4.8 and 4.9.
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7.9.8 No Forecast Date
Tick this box to overwrite the Target Date and Time functionalities.
7.9.9 Close Window
Click to close the Add Response form window. Automatically returns to the Call
Details page of the call.
7.9.10 Save
For OTI users, click this button to send the new text across to PowerHelp.
7.9.11 Site
Provides a direct link to all current logged calls from that office.
7.10 Clone Call button
Customer raised calls are governed by SLA’s which must be met within a specified
timeframe depending on the priority of the call. As a result, if a workaround is found
to a fault while a proper fix is being developed in the interim, then the original can be
duplicated to help keep track of the problem and a final resolution. Button is activated
only from the Call Details page.
» Click Clone
> Confirm ‘Yes’
7.11 Action button / Remove Action
Places an Action on a team to ensure that they carry out certain task(s) on the call.
> Select the name of the User you wish to place an action on,
> Click on the Action button to place action a particular team or user
The button is a toggle, click once to place an Action, click again to Remove Action.
Note: The User placing the action will not see any change except in the Audit Trail
of the call that an action has been placed.
7.12 Close window button
Click to close the Call Details page window.
7.13 Main Menu button
> Click on this button to return to the Peak home page.
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7.14 Find Call button
» Click to invoke the Quick Search form.
715 Print
Printing from this page will only print the current page, WYSIWYG.
Click will caused the Printer menu to appear:
Fig 14 Print Menu
Back to Top of Section 7
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8.0
8.1
8.2.1
Closing and Reopening Calls
There are two classifications of calls within Peak, Customer Calls and Peak (Internal)
Calls. Internally raised calls do not have PowerHelp call reference assigned. Only
Customer raised calls which are logged via HSH (Horizon Helpdesk) and assigned to
EDSC will have PowerHelp call references. Such calls come across the OTI interface
before being opened in Peak.
To close and reopen calls in Peak, first locate the call either from the Call List page or
by doing a search, Find Call.
Access the Call Details page.
To End of Section 8
e Close Peak Call
¢ Close OTI Calls
To Close a Peak Call (Internally raised)
Calls can be closed in two ways.
Calls raised within Peak, can only be closed via the Call Details page.
If you do not wish to add any further update to the call before you close it, then from
the Call Details page:
> Click Close Call button
Note: that the Close Call button is only activated from the Call Details page where
the call was raised in Peak only.
Also, you must have a Root Cause selected and the Status must be ‘Final’
before call will close.
Vv
Click in the Response Text
v
Type in text update
Vv
Click down arrow on Response Category
Vv
Select a Final category from the DDL, only one Final code exist for Internal calls,
you are returned to the Call Details page
> Click Save button at the bottom of the page, call is now closed.
Reopening Peak Call (Internal)
This button toggles between Close Call and Reopen Call functionalities. To re-open a
closed call,
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> Locate the call either from the Call List page or by doing a search
> Ifcall is located in the Call List, double click on it or
> Click on the call in the list and click Details button on Call Details page
> Click Reopen Call button, call is immediately opened.
Full functionality is returned, all text now appear in normal mode.
8.2.2 Re-Opening Peak Closed Call (OTI)
OTI calls may not be reopened in Peak. If the call has not yet been closed on
PowerHelp, then the call may be resent across the OTI into Peak and the call will
automatically reopen in Peak. If the call was closed on PowerHelp, a new call must be
raised.
Back to Top of Section 8
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9.0 Saving a Call as a File
Copy the contents of a call and save it to your local PC.
To save the details of a call to file, you must be in the Expanded Call Details page.
>» Click Expand, this displays the Expanded Call Details Page
To End of Section 9
e Expand Call Details
91
Peak Call Management System
(eecsanatoem) [coal
(eaioaeer Poser Gooden = Reltngrt ors,
[iop Ret
Fess 5 Sees
[ea Saba foal
Fig 15 Peak Call Details Expanded page
> Click Save As from the Explorer File menu, information box appears
> Accept or Decline, if you accepted, a standard Microsoft Save As window is
displayed and defaulted to your local Drive
> Type in the filename and Click OK to save.
Note:
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10.0 Queries and Searches
10.1
10.1.1
To End of Section 10
© Build and Stored Query
© Query List
e Finda Call
Build and Store Query
To view a list of existing calls, choose the option Call List from PEAK Main Menu.
Create a query or several queries that can be saved in the Query List for future use.
Option is accessible from Peak Main page, which gets displayed immediately after
successful login.
The Administrator will create a default query to enable new users to be able to load up
the Call List on first logon. This query can be edited after first logon using the Query
List option from Peak Main Menu page.
To Create new Query
> Click Query Builder option, the Customise Searches form is displayed
OR
> From the Call menu, click Build Query button.
ment System.
ison [ses [pee Seng I Sisesoieo [sere Dems Gum Tsar
a
a
otacd
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Fig 16 Peak Customise Searches form
10.1.2 Customise Searches form
The form has several parts and functionalities. Search can be based on just one
criterion of any particular column or several.
10.1.3 Search Title
For queries that are to be stored and retrieved in future, it is recommended that the
user type in some descriptive text to distinguish the query from others. The query
search will be successful however, with no title, it will be difficult to identify the type
of query it is.
> Click in the box
> Input text
The text in this field will be displayed as the page title in the Call List if and when the
query is successful.
10.1.4 Field to be compared
The DDL contains columns in the Peak Database that are most likely/most frequently
searched on. List appears in alphabetical ascending order with the first in the list
displayed when form loads up. If the column you wish to search is not listed, then
email the Administrator to ask if it is possible to add it to the list,
peaki i
> Click down arrow, the DDL displays several columns
> Select the column you wish to search on.
10.1.5 Operator
This is the operator such as Greater Than or Less Than, and a value. For example:
Status ‘Not Equal To’ C (Closed)
Such query will display all calls, which have a Status of Open, Pending OR Final.
10.1.6 Value
The query will return a value/values only if the value that appears in this field is true.
Click on the down arrow, the LoV allowed are displayed
» Select the appropriate value from the DDL or type text directly
> Click Add (and) button, this causes the SQL statement to be displayed in the Peak
Query Code box blow.
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10.1.7 Add (AND) button
10.1.8
10.1.9
10.1.10
10.1.11
To enter a search where more than one criterion applies, enter the first criterion in the
Field to be compared, Operator, Value fields and click the Add (and) button. The
other functionality of the Add (and) button produces results where all conditions are
true. Equivalent to the Logical AND operator where all conditions have to be True
for the query to be fulfilled.
> Click button, the SQL statement appears in the Peak Query Code window below.
The content of the Peak Query Code field can be edited. You can also type in your
own SQL statements if you do not wish to use the DDLs provided.
Add (OR) button
To enter a search where more than one criterion applies, enter the first criterion in the
Field to be compared, Operator, Value fields and click the Add (or) button. The other
functionality of the Add (or) button is it produces result where a condition is true, this
is equivalent to the Logical OR operator, where any one condition has to be True for
the query to be fulfilled.
> Click button, the SQL statement appears in the Peak Query Code window below.
Example
If you make the following entries:
Call Reference GREATER THAN PQ00976
OR Priority EQUAL TO ‘A’
This will select all 'A' priority calls and all calls with a Call Reference more than
PQ00976
Parse Query button
Parse the Query text into SQL again is useful for converting Pinicl queries. However
its primary functionality is to check the validity of any raw Peak Queries that users
might input into the Peak Query Code window. This is how brackets should be
entered or existing queries edited.
> Click Parse Query button
Clear Query button
If you wish to delete all entries from the Customise Searches form,
> Click on Clear Query button, this removes all the contents from the form
> Click Main Menu button at the bottom of page to exit from the form completely.
Peak Query Code
When you click on Add (and) and Add (or), the selected SQL statement is displayed in
this box. The content of the Peak Query Code box can be edited. For instance, you
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can add parentheses to ensure that the correct search is performed. You can also type
in your own text if you do not wish to use the DDLs provided, assuming that you are
conversant with the exact format of the search strings.
Note: Only type in your own queries if you have extensive knowledge of the
underlying views and tables in the Peak Database. If you type in a column
name that is not in the views used in Peak, your query will not be successful.
Email the Administrator to verify that you can search on the particular column,
10.1.12 SQL Query Code
The system uses this box to display the underlying views and tables it will be using
based on your criteria in sections 4.1.4. Field is editable depending upon the role of
the user.
10.1.13 Set as Default Query Check Box
Checking this box will load the query automatically upon logon. If you wish to define
a different format then leave this box unchecked.
10.1.14 Shared Query
All shared Queries can be listed and executed from the Query List page.
10.1.15 Sort Fields
Select from this field the column on which you wish for your query to ordered. If you
make a selection from this field, you must also choose from the Order Direction DDL.
The result will be sorted on the basis of the fields you choose in the Call List page.
Click down arrow to display DDL
>
> Select column/s from list.
10.1.16 Order Ordering
Default value is Descending Order unless you explicitly choose the alternative from the
DDL. DDL contains only two options, i.e. Ascending or Descending order.
Click down arrow to display DDL
Select the alternative sort order.
Click Add Ordering to include the Sort order in your SQL query
VV WV
10.1.17 Add Direction
> Click this button to confirm the selections made in Section 10.1.4 only one column
can be sorted on at a time.
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10.1.18 Remove Ordering
A list of columns displayed in the ‘Ordered Fields’ can be removed by
> Click on the column name in the Ordered Fields
> Click Remove Ordering button
10.1.19 Available Display Fields
This selects the fields to be displayed in the call list. The default is to show all fields
but it is best to customise this to just those fields you are interested in appearing in the
Call List page.
The DDL does not contain the column, Call Reference because it is a mandatory
column it defaults in Display Fields display list box.
> Click down arrow to display DDL
> Select from list
> Click >Add Field> button to select additional fields.
Multiple rows can be selected from the DDL. The selected rows are displayed in the
Displayed Fields box.
10.1.20 All Fields
This box is linked to Available Display Fields functionality. Default is checked, click
in box to uncheck box. Unchecking this box causes the >Add Field> and <Remove
Field< buttons to be activated.
10.1.21 >Add Field>
The All Fields box must be unchecked for this button to become activated.
Vv
Click down arrow on Available Display Fields
Select from DDL
Vv
Vv
Click this button to include column in Call List display page
10.1.22 <Remove Field<
All Fields box must be unchecked for this button to become activated.
10.1.23 Removing a Field
If you wish to remove a field, highlight it in the Displayed Fields box and press the
Remove Fields button.
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10.1.24 Display Fields
Functionality is linked with Available Fields and >Add Field>. Each entry you select
from ‘Available Display Fields’ will appear in the Display Fields DDL. Default is
“Call Reference’, appears in the field which a mandatory value which cannot be
removed using the <Remove Field< button. A warning message appears if an attempt
to remove it.
10.1.25 Retrieve Query Button
> Click this button to display the Query List page
Functions as a toggle between Customise Searches form and Query List page.
10.1.26 Execute Query
> Click this button for the selected criteria to be searched against the Peak Database.
If query is successfully, the system will automatically open the Call List page
displaying all calls that matched your criteria.
10.1.27 Save Query
> Click to store the SQL statement displayed in the Peak Query Code window for
future use. The query will then appear in the Query List the next time you run this
option from Peak Main page.
10.1.28 Main Menu
Vv
Click this button exit the Customise Searches form completely.
Related Topics:
Find Call, Full Search
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11.0 Query List
The initial call list is set as your Default query, but can be amended by clicking the
Query List from the Peak Main page.
New users will access the Call List on first logon using a default query set up by the
Administrator. After the query has successfully loaded, the user can choose to amend
the query or delete it altogether and create a new one more which might be preferable.
Once a query has been generated and saved using the Query Builder options, the query
is added to the existing list of queries. Query List option is accessible from Peak Main
menu page, to display the list,
> Click Query List, the Custom Searches page is displayed
Peak Call Management System :
Query Tite Peak Query Text SQL Query Text [Default ~ [Shared
sagne - Equal To Caberne Obey OR Araoeee- BELECT “ FROM doo V_CALL, DETAILS WHERE
[Equal To - ‘Cathenne Obeng’) AND (Assignee - Equal [Assignee] = ‘Catherine Obeng’ OR [Actionee] =
. fe -‘Auoe Chanbes OR Actonte aga To ‘Arne [Cate Chena) AND (Acneee]= Ae Chabert
EB I ial I (Ba ference Face) AND (Aone = Eg T Too epi [Acne] Ame Chanerr) AND Cave] =
Ashe - Esl To - Soh Saepins) AND Sta [eb Sepa’ OF [Aches] = Toba Sens) AND
i EgulTe Suma
[Bal fscentne Pores Tome Fel To SSCARAND Sime (LECT “EON ds V-CALL DETAILS WHEE
Ld] Bgl ToC Assgeed Tem] = "530-4 AND [Sat] tC
ELECT = FROM aso V_ CALL DETAILS WHERE
rt Tats Open [Ausped Tews IN (EDSC'SSC-48) OR [Actoned
ma) Bt ee anes ee nee Resa} Bt CEDSC-SSC-40)) AND [Sans] =e
[ORDER BY [ory] ASC, (Ca Reteen] ASC
a 4]
TT itor
Fig 17 Peak Query List page
Three options existing on this page, Edit, Run or Delete
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Add Queries
> Click Query Builder to access the Customise Searches form page to create a new
query.
Editing Existing Query
If you wish to amend any of the existing queries in this list,
> Click the Edit button next to the Query you wish to amend the Custom Searches
form is displayed
Details of the current SQL statements are displayed.
Run
Click this button next to the query you wish to load the Call List page is displayed with
the result of the query.
Delete
> Click on this button next to the Query you wish to remove from the list.
Once a query is deleted, it is completely removed from the Peak Database.
Note: At lease one query must remain in the list for the system to load automatically
upon logon.
Default
This column displays a query in the list stored as your Default query, which appears in
the Call List upon logon. The default query in the list will have a setting of True and
False for all other Queries.
You can change the default query in the list. This option can be set via Customise
Searches form.
v
Click on Query Builder button, Customise Searches form is displayed
Check the Set as Default box
> Click Save Query.
See section 2.1 on how to build a query.
The next time you login into Peak, it is this query that will load into the Call List page.
Vv
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11.6 Show Shared Searches
Tick this option to show all the shared queries.
These queries may only be run.
Note:
11.6 Query Build button
Clicking this button will load up a blank Customise Searches form page ready to
receive new input.
(To build a new Query, exit page and choose Query Builder from Peak Main page.)
11.7 Main Menu button
> Click to exit from the Query List page and return to Peak Main page.
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12.0 Search for a Single Call
12.1
Searching for individual calls in Peak. Search is based on Peak unique number.
Queries can be saved in the Query List for future use. This option is accessible from
Peak Main page, which gets displayed immediately after successful login.
The Administrator will create a default query to enable new users to be able to load up
the Call List on first logon. This query can be edited after first logon using the Query
List option from Peak Main Menu page.
Peak Client offers two methods of searching for calls: Find Call which provides a
facility for searching based on only one field or Query Search which allows you to
construct complex search criteria and define a specific layout for the resulting Call List
page.
Find Call Option
Simple searches based on Peak call reference number, one of the other reference
numbers (¢.g. PowerHelp or Customer reference).
Select Find Call option from Peak Main menu page, the Quick Search page is
displayed.
Peak Call Management System
4
Tarra I
Fig 18 Peak Quick Search form
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12.1.1
12.1.2
12.1.3
12.1.4
12.1.5
Call Reference (other Reference) radio button
Select one of these and select the match criteria cither EQUAL TO or LIKE. Enter
the value in the Value field for 'Like’ searches where appropriate. No wild cards
accepted in this field. Click on the Radio button Search All Calls or Search Open
Calls Only.
The full Peak number with prefix of ‘PC’ is not mandatory for searching Call
References. Example, keying in just the actual number [seven digits] is sufficient,
Peak will insert the ‘PC’ before starting the searching.
Note:
Search All Calls radio button
If the status of the call is unknown to the user, then check this Radio button. The
search will encompass all calls on currently on the Live Database Server, Peak1.
Search Open Calls radio button
If you require a search to include only open, select this option. This and Search
Open Calls Only Radio buttons are mutually exclusive. Unchecking one will
automatically cause the other to be selected.
If more than on result is returned, they will be displayed in the call list grid.
Full Search Query Builder
A full search allows complex searches based on several different fields. The search
statement is built up as you specify the elements and you are then able to alter it or
add parentheses. Select Query Builder from Peak Main page. The Customise
Searches form page is displayed. See section 4.1.1 above.
Search button
» Click on this button to start search on Peak Database.
Successful query will display the Call Details page of the call specified in the search
query.
Back to Top of Section
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13.0 Evidence Handling, Cloning and Printing
e Manage Evidence
e Clone Call
e Print
13.1. Managing Evidence
Aside from the text input which can be directly input onto a Peak call directly using the
Add Response Text button, extra information such as log file, messagestore extracts
ete can added.
13.1.1 Already Attached Evidence
On opening a call in the Call Details page, if the call already has other evidence
attached, the Evidence button appears in a different background colour (see Fig 11
below).
Peak Call Management System (sew
I [lia Reeence —jpcoroesns ol Logaee I Consme: Cal_- EDSC Cite
Parget Release [Reported In -- BI 3S60R-Provonal FPop Ret fe-canei20247 [References
Type __fi-tveweero a ae el
Contac fee Fiat [edie Poet Probie
[sunary 5 EAPADS coiies si SS cel See
J te
Fig 19 Call with Evidence attached
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13.1.2 Retrieving Attached Evidence
Copies of attached files can be downloaded. From the Call Details page
> Click Evidence button Call Evidence page is displayed
Note: There are two evidence pages, HTML and Java, the main difference is only in
the way the Update functionality works, see Section 13.1.5.
s Peak Call Management System
histo Caren Evidence ls On] pis cnet ine roe [Domne wil iro yo be a)
ie pba Fine fous [eae os] SI
I love corpey (sm
ep OCP OCP eee js ees
tas ffl be abloVamended
cre Fe Nae Leone
re a [ezeenone i a
=a
owes OF z] ees T
lig oe
Fig 20 Call Evidence page (for download)
> Locate the particular evidence file from the list
> Click Download button next to the file, this opens up. This functionality
depends on the user’s level of privilege.
Note: Peak will remember the last directory used and so will point to that.
13.1.3 Add New Evidence
To add extra information from a different source, you must be in the Call Details
page:
> Click Evidence button, the Call Evidence form appears
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Peak Call Management System
Call: PQ0099537 — Call Evidence
‘List of Current Evidence Files Evidence contents will be displayed in the browser, right-click and choose 'Save Target ac! to Download)
(FileName [Description Sze [yee [Date ___[CompressIOs. pos
Details of file to he added/amended
[Source File Name Browse.._I
IFile Type Configuration file =] [Compression Type [Rone =a
[Description
[Source OS Secure Solos (UN I Ea I
Gack to Details
Fig 21 Call Evidence form page (blank form)
> Click on Browse button, the standard Microsoft Windows Choose File
va
For Clarity,
>
>
13.1.4
Note:
>
>
windows is displayed
Select the appropriate file from the right source
Click Open, the full path of the file is now placed in the Source File Name field
box on the Call Evidence page
Click on File Type down arrow to select from the DDL appropriate File Type
Type in some summary text describing the type of file or evidence gathered in
the Description box
Choose from the DDL, the appropriate Source OS (Operating System)
If file is other than plain ASCI text, then make sure to select the appropriate
Compression Type
Click down arrow next to Compression Type to select from DDL, field has
default of ‘NONE’
Click on Add Evidence to include the chosen file to the call, the new evidence
is added to the top of the page.
Removing Attached Evidence
From the Call Evidences page
Click the Delete button next to the file you wish to remove from the call.
Click on Back to Details button to exit Call Evidence form page.
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13.1.5
13.2
Update button
Clicking the Update button next to the particular evidence file will cause the
evidence details to be copied to the second part of the form ‘Derails of File to be
Added / Amended’. To enable user to make any necessary changes required.
Users running the Java versions of the Peak client will noted that Peak will try to
load the Updated version of the Evidence file from their default directly. In the
HTML version users must Browse to the Updated file.
Note: Update and Delete buttons are activated or deactivated depending where
the call is i.e. call is currently with your Default team, unless you have
Administrator privileges.
Clone a Call
For the purposes of meeting SLA, if a call is to be fixed at future Release date that is
well beyond the Target Date of the call, then the call can be duplicated for
progression to allow the original call to be closed. Call cloning takes place only at the
Peak end of the OTI link.
To clone a call user must be in the Call Details page
> Click Clone, a copy of the master call is taken. The new cloned copy is displayed
in the Call Details page.
catcane ‘Prove a 7 Tessas II _AaaReaponee
oy ese a [Coreme Over laf “Foes I radon]
Eeieciedact PEAR = Peak Pot nd Pot J SI Eeant I
lence [eaten Oban EDS one] Goes cat I
[cerBrogess 04-00-73 1610 16057 Cater Oba
(commited Laman) (fete
senmenoneen — I
Dn paren 4]
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13.2.1
13.2.2
13.2.3
13.2.4
13.2.5
13.2.6
13.2.7
13.2.8
Fig 22 Newly created Cloned call page
When the new clone call is generated, some of default values are changed to reflect the
fact that this is a copy of a call rather than an original. Some of the values that are
changed including the following;
Call Reference
A new call reference now appears in the Call Reference field.
Call Type
The newly created cloned call will have call type Call Type ‘C - - Cloned call’.
Contact
The field is defaulted to the current user who is cloning the call.
Call Logger
The user’s name and default Team name is displayed in this field.
References
Cloned calls will automatically displayed the reference number of the Master call
under the references menu.
> Click References button, the References page is displayed
The listing includes the original call that the cloned call was copied from.
Note: The master call reference now has the focus in the Top Ref button.
Status
The current Response Category of the original call is copied, however the key
word ‘Open’ now appears in front of the Response Category.
Progress Narrative
A detail of creation date, time, user and the Summary line is displayed in the top
part of the Progress Narrative box.
Routing
The cloned call is automatically routed to the call ‘Cloner’s’ default team and
username.
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13.2.9 Assignee
The value in the field is defaulted to the cloned call’s originator username and
default team concatenated together.
13.3 Printing
Several options in Peak on what type of print output you can have. Print per page of
what is currently displayed or printing detailed information on a particular call.
13.3.1 Printing from Call Display page
v
Click Print button
Standard Microsoft Printer options window is displayed
vw
Select the appropriate printer
Click Print
Vv
Note:
13.3.2 Print from the Expanded Call Details page
From the Call Details page
>» Click Expand button, the Expanded Call Details page is displayed
Vv
Either click on the Print button the page (print job will go straight to your defined
default local printer) or
Vv
Select Print from the Explorer File menu, the standard Microsoft Printer options
window is displayed
> Select the appropriate printer
Click Print
Vv
13.3.3 Multiple Print
More than one call details can be printed using this option. Select the option from the
Call Details page
> Click Multiple Print button the Multi-Print form page is displayed;
> Enter a comma delimited list of call reference number to be printed
> Click on Print calls button to start printing.
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Fig 23 Multi-Print form page
13.3.4 Print from Call List page
To print from the Call List page,
> Click Print button, this will print the grid in a table.
To print several individual calls, select the list of calls and choose multi-print.
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14.0 External Interfaces
e SSC KEL Database
e¢ PowerHelp Database
14.1. KEL
KELs resources can be accessed directly from the Peak Main page.
> Click KEL, the SSC KEL Search form is displayed (this is only true if you are
currently connected to the UK domain or SSC domain else see 14.1.1);
SSC KEL database
Search Form
Listigh Visibility KELs
If this isthe first ime you have used this system, please take time to read the in
fore you stat to use it
Query: I
© Query is literal text CTs Query Language
© Word beginning with
T Return the titles only
Release: [ALL Releases =] Product [AlL products =]
Execute Query Clear For
‘The following properties can be added to the Query above:
Fig 24 SSC KEL Query Search Form
> Enter into are available for Query
> Click Execute Query to begin search on the SSC Database
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14.1.1 None UK and SSC domain users
On clicking the KEL button, users who are not currently connected to the UK or SSC
domains will be presented with the NT domain login window below;
xl
ee eee
Sie Wens660
Ueernane [Pb
ee
Domn [KO
Banat paeawbidin vou pair at
Ee Ss
Fig 25 Logon screen for accessing KEL database
Note: If y ady have a UK or,
3 r lionel. higman@)
14.2 PowerHelp
Select option from Peak Main menu page, a standard Windows Network Login
appears.
FP Reman
Fig 26 Logon on screen for accessing PowerHelp database
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> Input your Co-operate Domain account details (what you use to login into
Outlook mail)
> Click OK, the PowerHelp Main Menu page is displayed
Main Menu (Maer Futsu Servions
Displays ost of calls matching specitied search parameters I
INE. Opens new browser window for eearch parameters,
[seerch resuts are csplayed inthis window
Displays ful deta ofa specited cal, inctucng callog
Dipiaye courts of cle logged, heed and oustanding fra pects period I
Displays ist of open cals for te
tows analysis of curertty open cals
Breskdown of tine of day cals are logged over a period
New features inthis and eater versions
Fig 27 PowerHelp Main Menu page
14.3. Preferences and Change of Password
e User Preferences
© Customising Call List Grid
e Password Change
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15.0 User Preferences
15.1
eak Call Management System
‘Curent Default Logging TeamI
FEDSC supporteem =]
‘Current Background
oun’ 3]
Sie Call List for FullscreenI
a
‘Autornatically Fullscreen Call Details:
ca
‘Automatically Refresh Call ListI
F [omnes 1
‘Display Horicontal ines in the Call ListI
=
Display Queries in HTML Grid I
‘Open Cal ist in a new pageI
‘Open Add Response/Progress in anew page
Trital Avait View ONI
‘Wee Evidence Applet (Requires Tava)
afalafaya
Evidence Default Directory (use doubleI
bbackslashes)
[ENrinicLs
Call Progress Narrative Colour OneI
a
Cal Progress Narrative Colour Two
I
Data Field ColourI
a
‘Open Defait Call List when LogonI
‘Mam menu Call List button always opens
Defautt is
aa
“Hide logon page installation message (usesI
cookies)
a
- I Use my background picture on the logon pageI =
(uses coolaes)
Fix lava) Call Lst sie to
Default Logging Call Type:
‘Call Lit Font]
Tone Saeed
Ee os
Fig 28 User Preferences page
User Preferences page
These options relate specifically to individual user in terms of how you wish to view
your call list grid, which team is used as the default when logging new calls and
whether the call list grid is displayed in HTML or Java.
From Peak Main page,
>
>
>
Make necessary changes or
Select Preferences, the User Preferences page is displayed with default
Click in the appropriate DDL and make a choice
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15.1.1
15.1.3
15.1.4
15.1.5
Or from the Main Menu page
> Point mouse on Options, choose Preferences
Default Logging Team
The Administrator sets up the value, which appears in this box. Some users may
belong to more than one team and therefore this option is to allow them to choose
another team in the DDL as the default.
> Click Preferences button, the User Preferences page is displayed
> Click in the Default Logging Team field to change the currently displayed value
(you might not have any other options available if you belong to only one team)
From New Call page you can also change the default team
Current Background DDL
The background picture in that appears as the wallpaper when you log into Peak client.
> Click the down arrow to select from the DDL of Teams, which you might belong.
Size Call List to Fullscreen Tick box
There are two modes to display the Call List page, Full page which displays wider and
bigger view of the page and Standard (default), half of the web browser and.
> Click to check the box next to the field to activate the Full page
> Click in the box again to uncheck to reset the page size to the default, Standard.
To size Internet Explorer (IE) to full-page mode, select View menu -> full screen or
FIL.
Automatically Fullscreen Call Details Tick box
> Check box to display the Call Details page to full screen size when opening the
details of a call.
Automatically Refresh Call List each 10 minutes Tick and Combo boxes
Every time Peak is updated (currently set to 10 intervals) the changes will be reflected
automatically in your Call List page with.
Use the dropdown to Select Refresh time period.
Note: if this option is not ticked, you can use the Refresh button in Call List page to
refresh as and when you choose to.
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15.1.6
15.1.7
15.1.8
Display Horizontal lines in the Call List Tick box
This option allows users to have horizontal lines are drawn between each call in the
Call List grid page.
Display Queries in HTML grid Tick box
Two choices to view the Call List page either use the Java grid or HTML pages.
There is greater flexibility to using the Java pages since you can resize the columns,
drag and drop columns and narrow columns. Also you can load as many as 15000
rows in the Java grid without losing speed. Limitation with the HTML page is that any
more than 100 rows will cause the query to slow down.
Tick box to load Call List page in HTML.
Main differences between the Java and the HTML Interface are as follows;
Call List grid
Once the box is ticked in the Preference page,
> Click Main Menu to return to Home page
> Click Call List, the Default Query will run to display the calls in the HTML
interface, see figure below:
Open a Call
A single click on a call in the list will open the Call Details page.
Select Multiple Calls
In the HTML Call List grid;
> Click in the empty boxes in the first column against the calls you wish to select
and
> Click on Subset button on top of the page
Open Call List in a new page Tick box
When the user opens a Call List page from the drop-down menu or Main Menu
page it will be opened in a separate window preserving the page the user is on.
Open Add Response/Progress in a new page
Will leave the Call Details page open and display the Add Progress page in a new
window.
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15.1.10 Initial Audit View ON Tick box
The ‘Show/Hide Audit’ test on the Call Details page initial settings.
15.1.11 I Use Evidence Applet (requires Java) Tick box
Uses the evidence applet rather than the HTML evidence page, see Section 13.0.
15.1.12 Evidence Default Directory (use double backslahes) Text box
The directory used by the evidence applet by default.
15.1.13 Call Progress Narrative Colour One Combo box
Background colour used to highlight a single progress updates to a call.
15.1.14 Call Progress Narrative Colour Two Combo box
Background colour to highlight alternating progress updates to a call
15.1.15 I Data Field Colour Combo box
The colour used to highlight data items on pages.
15.1.16 Open Default Call List when Logon Tick box
Displays the Default Query in a Call List page when the user first log on.
15.1.17 I Main menu Call List button always opens Default list Tick box
The Main Menu Call List button will always open the default query rather than the
one last loaded.
15.1.18 I Hide logon page installation message (uses cookies) Tick box
Hide the link to the logon instructions on the logon page.
15.1.19 I Use my background picture on the logon page (uses cookies) Tick box
Show the users selected background picture on the logon page.
15.1.20 Fix (Java) Call List size to Tick box and Text boxes
Customise the Java Call List to a specific size rather than the default full screen.
15.1.21 Default Logging Call Type
A default logging type when raising new calls.
15.1.22 Call List Font
The font used by the Java Call List.
15.1.8 Main Menu
>» Click button to return to Peak Main page.
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15.2
15.2.1
15.2.4
15.2.5
Note: Changes made using Preferences will not affect existing windows, to effect
the changes; you must go back and navigate from Peak Main menu.
Customising Call List Grid
User has the option to configure their Peak Client interface to their choice. From Peak
Main page,
> Click Preferences, the User Pr
s page is displayed
Manipulating the Column headings information in the Call List page, see fig 4.
Changing Column Width
If the information in a column is not fully visible due the column being too narrow,
you can increase the size of the column by
>» Pointing at the dividing lines on the (right hand side) of the column, mouse
changes to horizontal arrow <>
> Press down arrow or click on the left mouse and drag to the new preferred
point and release the mouse.
Moving the Columns
You can change the position of a column to another position by
Pointing at a column heading
Dragging the column across to the desired position.
Resizing the Window
You can resize the window using standard Windows techniques with the mouse.
Save Layout button
You can make permanent changes to the layout by performing any of the above
actions and then clicking on the Save Layout button.
Note: Layout setting relates to the current Query only! No functionality exists for
reinstating previous page layout from the Call List grid. User must make the
required changes and click Save Layout button again.
When building a query if you edit an existing call, the layout will be copied to the
new query.
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15.2.6 Display button
Select a particular call entry and double click or click on the Display button to
display the Call Details page.
15.3. Changing Password
Users have the option to change their own password where they feel their existing one
has been compromised. Select New Password from Peak Main menu page, the
Change User Password page is displayed.
15.3.1 Change User Password form page
The Change User Password form has three input fields.
User: Catherine Obeng ~ Change User Password
Enter New Password [ I
Re-Enter New Password:
: ss
Main Mena
Fig 29 Change User Password form page
15.3.2 Old password
Before you can choose a new password, you must know what your current password
is. Input the current password that you now wish to change in this field.
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Date:
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15.3.3 New Password
Input a new value to change the password.
15.3.4 Re-enter New Password
The new password must be entered twice to allow verification. Type the same input in
section 5.3.2.
15.3.5 Change button
Press on this button to validate and confirm the change.
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