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SiCLOPS provides fully integrated and seamless communications to field technicians. The Communications Centre is designed and developed by Advatech. There are no third party communications software providers effecting the ongoing use or support of the system. Information is passed to and from technicians "real time" allowing visibility of workloads and engineer availability.

All of the communications features described in this brochure are modular. Each element may be selected individually and the overall solution enhanced as requirements change or budgets allow.

Text Messaging
The SMS & Paging system allows manual or automated text and pager messages to be sent and monitored. All GSM networks are supported as well as major Pager networks such as PageOne, O2, Vodapage and Hutchison. SiCLOPS users can send and receive text messages whilst details of the messages sent and received times are recorded. Text messages can be used to automatically alert field technicians of urgent information, new priority jobs or when response times are threatened.

Web System
The Internet allows the facilities of SiCLOPS to be extended to a variety of other users including remote offices, home workers and customers. By giving controlled access to specific information, customers could be allowed to place calls; track the status or history of faults, sites and equipment or gain secure access to published performance information 24 hours a day.

Global positioning
The SiCLOPS software incorporates features for displaying location based information of the whereabouts of engineers and client sites, using industry standard mapping and GPS systems.

Hand-Held Technology
The SiCLOPS Communications Centre allows real time information to be sent to and from engineers in the field. Using a hand-held device engineers can view their workload, be allocated to jobs, complete job sheets, record travelling and time spent on-site, issue/return van stock or requisition parts, identify fault codes, enter work done and capture customer signatures! Data can be transmitted using multiple GSM networks. This allows different GSM networks to be utilised, assisting in areas of poor coverage to achieve maximum efficiency.

Field technicians using a hand-held device can record most types of form or information. Facilities such as estimating, sales orders, cash collection and other customer specific requirements can be customised to clients individual needs.

SiCLOPS Web System
The SiCLOPS Web server option provides a number of features which may be used by internal staff, field engineers, clients and sub contractors. Based around industry standard Microsoft IIS and .asp services, the web system is fully integrated to the SiCLOPS Service Management System, and may be deployed either as a company based Intranet or hosted on the Internet. A secure login process ensures that only those with approved access can utilise the features of the system.

For clients, the ability to place service calls is provided. This may be given purely to existing clients, or opened up for use by anyone wishing to use your services. Every user will be given a unique login code and password and will also be able to monitor calls placed, and view details of work done.

Sub Contractor companies may be given access to calls that have been allocated to them, in order to enter details of work done and parts used. They would also be able to view the history of the site and equipment being dealt with.

Any device with a web browser program may be used to connect to the server, including PDAs, such as the Compaq IPAQ; combination mobile units such as the Nokia Communicator; laptops and PCs. When a user connects, the system determines which device is being used and sends pages specifically designed for that device, ensuring ease of use.

Virtual Call Centre !!
When used in conjunction with the SiCLOPS escalation processing, the web server can become the heart or a Virtual Call Centre operating as follows:

	The client places the call over the internet
	SiCLOPS determines the engineer and sends a text message to them.
	Engineer connects with his PDA and views details of the call. He then visits the client and does whatever work is necessary.
	Engineer connects and closes the call, entering time taken, work done and parts used.
	On completion SiCLOPS automatically sends a fax to the client thanking them for their custom and advising of any charges.

Escalation Server
If the engineer hadn't taken the call within the allotted time frame then the job allocation can be escalated automatically to re-advise the engineer, pass the call to another engineer, or eMail a supervisor.

Automation Server
The Automation Server is a separate module which allows SiCLOPS to perform a number of tasks without manual intervention. The principle use is that of creating Service Calls from incoming eMails. This facility is of maximum benefit to those companies who use an external 'Out of Hours' answering service.

If the call details are eMailed by that centre then the automation server will create the calls within SiCLOPS, alleviating the need for rekeying next morning.

Using the standard 'When to Print' features of SiCLOPS, these calls can then be escalated to duty engineers. Additional features of this server include the ability to 'Close' a call or change its status via eMail or Text Message - therefore allowing a job to be created, escalated, dealt with and closed - without any operator present.

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