Filtering by Qualifications at the Sub-Callout Level

Qualification based callouts call only employees who have the specified qualifications assigned to their contact record in ARCOS. Qualifications are added to ARCOS via Extended Employee Attributes page on the SysAdmin tab and are assigned to employees through the Employee Modify page.

To Create a Qualification Based Callout

1. Click the Create button on the Callout tab. The Callout Create page displays.

2. Select the desired callout type from the Type dropdown.

3. Click the calendar icon to the right of the Work Start date and time to select a start date and time.

4. Click the calendar icon to the right of the Work End date and time to select an end date and time.

Note: The Work End time must be greater than the Work Start time or you will receive a pop-up when you try to save the callout or advance to the Roster Picker.

5. Enter up to 100 characters in the Description field. This information displays on the View Open Callouts screen as well as other ARCOS reports. The employee does not see or hear the description field as part of the callout process. The purpose of this field is to aid you in identifying the callout when you pull reports. If you do not enter a description, ARCOS uses the name of the current user, type of callout, work start time and date, reason, and location to create a description for the callout.

6. Select a callout reason from the Reason dropdown.

7. Select a custom message from the Custom Msg dropdown, if necessary -OR-

   Only the first 50 characters of Custom Messages will display in the Custom Msg dropdown field on the Create Callout page. If the message exceeds the limit of 50 characters, it will be followed by an ellipsis (...) and will have a mouse over so that you can hover your mouse pointer on the message to see the full description.

   Note: The mouse over feature allowing you to view the full description is only available to customers using Internet Explorer (IE) version 7.0.

Create a custom message from the Callout Create page.

1. 1. Click the Enable Wave2Web/TTS link in the Custom Msg section of the page.
   2. Click the TTS button to create a custom message via Text-to-Speech -OR-

Skip to step 6 to create a custom message using the microphone attached to your PC.

1. 3. Type the custom message in the textbox that appears below the TTS button.
   4. Click the Convert button.
   5. Make any necessary changes to the text and repeat steps 4 and skip to step 10.
   6. Click the Record button and speak the custom message into the microphone.
   7. Click the Stop button once you are done recording.
   8. Click the Play button to listen to the custom message.
   9. Repeat steps 6 through 8 until satisfied with the recording.
   10. Click the Upload button.
   11. Type a name for the new custom message in the textbox where the Custom Message dropdown was.
   12. Click the OK button.

8. Click to select each appropriate attribute selection. Attributes vary based on company preferences. For an explanation of the Attributes, see Callout Definition Table.

9. Click to select each appropriate override selection. Overrides vary based on company preferences. For an explanation of the Overrides, see Callout Definition Table.

10. Click the Save button.

11. Click to select a roster from the Roster Picker table. The roster title turns pink.

Note: If the roster resides in a different location, click the Loc Selector button to select the location.

12. Click the 'cmt?' link to view comments associated with the roster. If no comments are available, the 'cmt?' link changes to N/A when you click it.

    

13. Click the 'avail?' link to see how many employees are available for the callout from the selected roster, if desired.

       • The 'avail?' link queries the database and counts the current number of available and existing            employees for each roster in the list.

       • For example, 2/4 means that there are two employees available for the callout and there are a          total of four employees in that roster.

14. Enter the number of employees required from the roster to be used in the callout in the Quantity field.

15. Click the Submit button. The information you entered in the Callout Definition table and the Roster Picker table is saved. The Sub-Callout and Manual Bypass information displays.

Sub-callout

• The sub-callouts table displays one row per roster selected for the callout.
• Sub-callouts are also referred to as child callouts.
• You can modify the number of employees required for the callout, the number of attempts ARCOS makes through the list, and whether or not the roster is chained in the Sub-Callout table.
• You can also remove a roster from the callout by clicking the Delete button in the Action column.

16. Make modifications to the Sub-Callout(s) table by changing any of the following options (if your company uses the option):

21. • The number of employees required (# Req, to modify the number of employees requested from each sub-callout),

    • The number of attempts (Attempts), or

      You can configure the Callout page to automatically allow a specified number of attempts before going to Wait status. If you have the option, you may also configure a delay period between attempts.

    • Chaining (Chain), if your company has this feature. (Click here for more information on Chaining).

17. Select the qualifications need for each sub-callout.

    1. Click the 'edit' link in the Qual Filter section of the sub-callout table.

       

    2. Select the attribute to filter by from the Qualifications Filter dropdown.

       

    3. Click the 'add' button.

    4. Select the value or values from the Values Menu for the attribute.

       

    5. Click the Save button if you are done adding qualifications, - or -

Repeat steps b-d to add additional qualifications for filtering.

Note: If multiple Qualifications are selected, only employees who have all of the selected Qualifications will be called.

18. Click the Add New Class/WG button to include any additional rosters in the callout.

19. Enter any Manual Bypass results in the Manual Bypass table.

    • If the checkbox in the Call column to the left of any employee is grayed out, the employee cannot be called for the pending callout.

    • Right-click the checkbox to change the box to pink and override the exception so the employee may be called. This applies to the current roster ONLY. If the employee is on any subsequent chained rosters, the schedule exception is still in place.

    • If you uncheck the Call box for all employees AFTER you enter Bypass results for any employees in the list, you will receive a pop-up that warns you responses for all available employees will be changed to Manually Bypassed if you continue.

    

Note: ARCOS allows you to submit a callout if no one is available in the roster you select. When you initiate the callout, you receive a message that you must confirm to continue the callout.

20. Click the Initiate Callout button to initiate the callout. The View Open Callouts screen displays.

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*Note: ARCOS documentation is a living document. For inconsistencies or missing features, contact ARCOS Support. Not all companies have all items in the Online Help.