Objective:

• Enable users to develop, maintain, and query the Telephone Service Requests/Trouble Calls module.

Course Options:

• On-site and/or Resident Training
• Introductory, Advanced, or Management focused objectives

The Telephone Service Requests/Trouble Calls application training is broken down into two specific parts. The first part addresses the Trouble Calls portion of the application. In this training, the student will generate trouble calls, track pending trouble calls, and generate historical files for in-depth management analysis of completed work. The student will also enter completion information to capture the costs of associated hours, mileage, and materials. This training culminates in the processing of completed trouble calls. The resultant automatic updating of the Plant/Cable Records application is demonstrated through a series of exercises developed to show the manipulation of data that occurs as a result of the processing.

The Telephone Service Requests portion of the training addresses the steps and processes associated with creating and processing work orders. The student will generate work orders for the installation, disconnect, and modification of telephone circuits. They will add a variety of equipment and line services to the circuits during this process. Training will also include the processing of work orders, tracking of related costs, and the automatic updating of the Plant/Cable Records application. History files for completed work orders will be created and analyzed.

Specific training objectives include developing the ability to:

• Generate trouble call reports and identify their status from initiation to completion
• Generate telephone service requests and identify their status from initiation to completion
• Track costs associated with service requests and trouble calls
• Add or remove line service features and/or equipment for a given circuit
• Update the Plant/Cable Records database
• Produce expense and charge transactions for completed work
• Produce management reports