Employee Device Information

Each device (phone, cell phone, or pager) that ARCOS uses to contact an employee for a callout or notification is entered in the Device Information table in the Employee screen. The order in which the devices are called is identified in the Call Order Seq field of the same table. You can store as many devices as you wish per employee, but ARCOS only calls up to 3 devices for each employee, based on company preference. This does not include temporary numbers, which override a specific permanent device for a company-designated length of time. Employees can enter temporary numbers and set the length of time (up to 72 hours) that they will be active through Inbound VRU. You can enter additional devices and leave the Call Order Seq blank if you wish to store numbers that ARCOS does not call.

If your company uses the Standby List Status, a Call Order Seq of Standby is also an option in this field. When a callout is initiated using a Standby list, ARCOS builds the list with the Standby device considered first, then the other devices in numerical order.

Your company may not use some of the features shown.

Mouse over any of the fields below and when your mouse pointer turns into a pointing finger, click that link for further information about the field.

   

Description of Fields

• Number: The telephone number, including area code, that ARCOS will call.

• Call Order Seq: The order in which ARCOS calls the phone numbers on this screen. ARCOS calls up to 3 devices, depending on company preferences. Employees must have at least one active device. If no Call Order Sequence is selected, that phone will not be called.

• Pin Req: Control PIN Requirement option. A checkbox is located on each employee's Device Information table. When selected, it requires the employee to enter PIN on Outbound call. When deselected, it does NOT require employee to enter PIN on Outbound call.

Note: A temporary phone number inherits the PIN requirement of the permanent device it is temporarily replacing. Also, if an employee calls inbound to modify an existing device, the PIN requirement will be inherited from the previous device.

• On Duty: On Duty is a checkbox in the Employee page device section entitled "On Duty" to denote that the device is an On Duty phone. Duty phone is designated with a (D) to the right of the telephone number on the Manual Bypass Section table. The employee must be available for the callout, meaning the callout probably has a work time other than NOW.

• • If the employee is called out while on a working exception and has devices configured as "On Duty," these devices are called in order of their selected sequence.

  • If the employee is called out while on a working exception and does not have any devices configured as "On Duty," the operator receives a pop-up that allows them to select the appropriate response for the employee.

  • If the employee is not on a working exception, ARCOS attempts to call each of their configured devices in sequence order, including any on duty devices.

Example: A Fill Shift callout scheduled for Saturday which is initiated on Wednesday afternoon, presently ARCOS displays a Manual Response Pop-up to the callout owner, asking him to Accept or Decline for the employee. If "On Duty" is checked for an employee's device, ARCOS calls the employee on their Duty Phone to allow them to respond to the callout.

Note: A temporary phone number inherits the On Duty option of the permanent device it is temporarily replacing. Also, if an employee calls inbound to modify an existing device, the On Duty settings will be inherited from the previous device.

• Trusted: Trusted Device checkbox is a security feature for calling inbound. If an employee calls inbound from a number with Trusted Device checked, he will not have to enter his Employee ID or PIN.

Note: The same phone number can only set as a Trusted Number once throughout the whole system.

• Type: For telephones, this field does not affect the way ARCOS makes the call. It is used via the Inbound system by the employee. (The only Phone choices are Regular or Cell Phone.)

• Pause (sec): Pause is the number of seconds of time the system pauses before entering the numbers in the Touch Tone field.

• • Example: An employee's home voice mail message may say, "You have reached the Smith residence. To leave a message for John, press 1; to leave a message for Judy, press 2." The Pause directs ARCOS to wait the prescribed amount of time before entering the final digits.

Note: Pause and Touch Tone can only be input through the Web interface.

• Touch Tone: Touch Tone is the extension or other digit needed to access the employee. This field is used in conjunction with the Pause field.

Note: Pause and Touch Tone can only be input through the Web interface.

• Comments: Additional information the dispatcher or operator may need to know about the device.

• Pager Type: For pagers, Custom is set up to call the number directed in the ARCOS setup and leave the ARCOS number for QA or PROD on the pager. Other Pager Types are configured in SysAdmin > Pager Profile Admin Page.

• PIN: The PIN number for the pager. This number can be an actual PIN or employee pager number. If you do not enter a PIN number in the PIN field and a PIN is required, you will receive a pop-up telling you to enter a PIN. Conversely, if the pager type does not require a PIN but you enter one, you will receive a pop-up to confirm that you entered a PIN even though the pager type does not require it.

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*Note: Not all companies have all of the items described in the Online Help.

*Please note, the ARCOS online documentation is a living document that is always under review. If you see information that is inconsistent with the behavior in the application, or you do not see a page covering an ARCOS feature you would like to know more about, please contact the ARCOS Support Center.