The Call Hierarchy in TeleTeam is the method by which employees calling into the system to clock in are placed into a Job. It is essentially a set of sequential decision steps or conditions based on settings in TeamTime Defaults, Employee Classification and the Job Master File in WinTeam. These steps are followed in order to determine which Job the employee should be clocked in to.
For instance, when an employee calls in, the system will look at the first step. If that step does not apply, the system moves on to the next step, and so on until it finds a step that applies and uses that to make a decision on how to check that employee in.
See also the corresponding flow chart.
The basic hierarchy works like this:
An employee calls in, enters employee ID and presses 1 to Check In.
- If Employee Classification setup is Allow Work Ticket Entry and Enter Work Ticket Number First, ask for Work Ticket Number. If employee enters valid Work Ticket Number, clock in to that Ticket (and related Job). Done. If employee does not enter valid Work Ticket Number, go to No. 2.
- If Employee Classification set up is Force to Enter Job, ask for Job Number. If employee enters valid Job Number, clock in to that Job. Done. If employee does not enter valid Job Number, go to No. 3.
- If TeleTeam Live Schedule Lookup is enabled and if employee is on a schedule within PS Schedule Tolerance (set in TeamTime Defaults in WinTeam), clock in to that schedule and corresponding Job. Done. If employee cannot be placed in a schedule within tolerance, go to No. 4.
- If Live Schedule Lookup is not enabled, then look for downloaded schedules within TeamTime based on Employee and Date/Time. If employee is on a schedule, clock in to that schedule and corresponding Job. Done. If employee cannot be placed in a schedule, go to No. 5.
- If Caller ID matches to a Job, clock in to that Job. Done. If Caller ID is not recognized or is listed for multiple Jobs, go to No. 6.
- If employee is on a Permanent Time Card within PTC Tolerance (set in TeamTime Defaults in WinTeam), clock in to that Job. Done. If employee cannot be placed on a PTC within tolerance, go to No. 7.
- If employee can enter Job number as determined by Employee Classification setup, ask for Job Number. If employee enters valid Job Number, clock into that Job. Done. If employee cannot enter Job number or does not enter valid Job number, go to No. 8.
- Clock in to Last Resort Job (Primary or Last Resort). If employee can enter Work Ticket number as determined by Employee Classification set to Allow Work Ticket entry, ask for Work Ticket Number. Allow Work Ticket entry occurs at whatever step generated a clock-in to a Job. If employee enters valid Work Ticket number, clock in to that Ticket (and related Job). Work Ticket Number is validated as belonging to that Job by direct look up. Done. If employee does not enter valid Work Ticket Number, employee is just clocked into the Job but no ticket association is made.
Note: Enforce Punch Rejection would reject call for failure at step 3. Caller ID Mismatch Call Rejection would reject call for failure at step 6.
For example, assume:
Allow Work Ticket Entry: Not selected (Employee Classifications)
Force Callers to Enter Job Number: Not selected (Employee Classifications)
Allow Live Scheduling Lookups: Not selected (TeamTime Defaults)
Are there PS Schedules in TeamTime? No.
Permanent Time Cards: Job 1 has a PTC associated with it - 8:00 A.M. to 4:00 P.M. with a 15-minute tolerance. (PAY:Permanent Timecards and tolerance set in TeamTime Defaults)
Caller ID: Caller ID matches only Job 2. (TeamTime Job Attributes)
Callers Can Enter Job Numbers: Selected (TeamTime Defaults or Employee Classifications)
Last Resort Job: Job 3 (TeamTime Defaults)
Based on the above:
Scenario 1
Employee calls in at 7:50 A.M.
The Allow Work Ticket Entry in Employee Classifications is not selected (Step 1), so the system then looks to see if Force Callers to Enter Job Number is selected in Employee Classifications (Step 2). Since that is not selected, the system looks to see if Allow Live Scheduling Lookups is selected in TeamTime Defaults, and it is not (Step 3).
The system then looks for PS Schedules in TeamTime for that employee, and there aren't any (Step 4). Next, it looks to see if there are Permanent Time Cards assigned to the employee in PAY: Permanent Time Cards and whether the call is within the tolerance specified in TeamTime Defaults (Step 5). Since there is a PTC assigned, and the call is within the tolerance, the employee is clocked into Job 1, the Job associated with the PTC. Subsequent steps are not considered.
Scenario 2
Employee calls in at 7:00 A.M.
The Allow Work Ticket Entry in Employee Classifications is not selected (Step 1), so the system then looks to see if Force Callers to Enter Job Number is selected in Employee Classifications (Step 2). Since that is not selected, the system looks to see if Allow Live Scheduling Lookups is selected in TeamTime Defaults, and it is not (Step 3).
The system then looks for PS Schedules in TeamTime for that employee, and there aren't any (Step 4). Next, it looks to see if there are Permanent Time Cards assigned to the employee in PAY: Permanent Time Cards and whether the call is within the tolerance specified in TeamTime Defaults (Step 5). While the employee does have a PTC assigned, the call is outside of the tolerance parameters (15 minutes), so this step does not apply. The system will then look at the Caller ID (Step 6). Since the Caller ID matches Job 2, that is the Job the employee will be checked into.