New Call Viewer


Enables the user to quickly create a new work order.


When a customer calls in with a service request, the dispatcher selects the site and equipment, records the new call information and then saves the call with the Add Record button to create a work order. The new call is automatically added to the Dispatch Board, and the dispatcher is given the option of printing the work order.

Registry Entries:

Registry Entry for New Call Options including entries to write service tasks/parts list to the work order, automate the display of the Master Contract pane, clear the default Tech and many more.

The Registry New Call Service Category may be implemented to warn the user of excessive activity for the selected site by Service Category.

Specify fields as Required or Disabled in the Registry Entry sys-start-snwcll.

This registry entry may override the default status of work orders by Technician Web Access: Registry Entry Web Access .

See Auto-Generate Work Orders from Web Logs for details on implementing this functionality.


When Intercompany Processing is enabled, the Job GL Entity specified in the selected Job will determine the Work Order’s Company/Security.

image\SKIN1_NewCall2.gif The New Call 2 Screen will appear when New Call is launched if a registry setting is enabled. For detailed Help on New Call 2, click New Call 2 .

image\SKIN1_NewCall.gif Click this button to toggle back to the original New Call screen. If the call is for an established client site, select the appropriate Client Site and Equipment from the lists in the lower section of the screen (as discussed below).

 If no record exists for Equipment at this Site, select the Client Site and then click the Flashlight button to access the create mode: New Call (New Client Site).  Although the create mode may also be used to create Client and Client Site records, the Clone Job Wizard is highly recommended for the initial creation of commercial client, site, equipment and job records.

 If WO Materials Requisitioning is implemented this button will be enabled to enable the addition of required resources (inventory items and flat rates). See New Call Required Resources .

Call sequencing is disabled when no tech has been assigned to a work order created in New Call.

Screen Organization:

Upper Portion of New Call – Data Entry

The upper portion of the screen contains data-entry fields for the Work Order. The lower portion of the screen is divided into three scrollable lists.

Middle Portion of New Call – Site List

The list in the middle portion of the screen displays Client Sites; click on a Site to select it.

image\SKIN1_showMCP.gif  This sidebar button toggles the display between the Client Site (middle) pane and the Master Contract pane. A Client Site must be selected before clicking the button. The Master Contract pane displays all Contracts associate with the selected Site. Contracts are listed in descending order of the Master Contract Date End. Doubling-clicking on a Contract opens the Master Contract record. A registry entry may be used to automate the Master Contract display.

If Notes exist for the selected Client Site, the system will ask if you wish to view the Notes. Select Yes to view the notes.

When a Site is selected, the system attempts to determine which Client it is associated with in order to check the AR Balance and Aging either of the client or of a specific site associated with the client (if the registry option EnableNewCallClientSiteARAnalysis is enabled).

The system checks the AR status by comparing the New Call AR Warning Days field (in the Client record) against the actual age of the Client's receivables. If the age of the receivables exceeds the value of the New Call AR Warning Days field, the system will automatically display the aging summary for this Client. Note that this warning is only displayed once per Client each time you start up New Call.

Credit Hold Sites: If the Site’s status is set to Credit Hold, the system will alert the user and the WO will be marked as on Credit Hold – see ‘Credit Hold Warning’ (below) for details on handling Credit Hold Work Orders.

Trip and other additional charges will be automatically defaulted into the Other tab of the work order if they are specified on the WO Other tab of the selected Client Site. The charges will automatically be posted to job history.

Lower Right-hand Section - Work Order History

The lower right-hand list displays Work Order History for that site (this will be filtered to Equipment when you select an Equipment record). Open Work Orders (with the Date Closed blank) will appear at the top of the Work Order History list when you select a Site or Equipment record. Work Orders are sorted by Date Closed (with <<Open>> work orders listed first), and then by Equipment Id, and WO Id - all in descending order. Note that one line will be shown for each technician / equipment line associated with the Work Order. The Work Code displayed in this pane represents the Work Code on the WO's Equipment tab.

Double-click on a line to view that work order.

Lower Left-hand Section: Equipment List

The lower left-hand list displays the active Equipment for that site; click on an Equipment Id to select it. When you do so the system may display a call script or credit hold warning, as discussed below.

Credit Hold Warning
When you select a piece of Equipment for a Site, the system will check the Job referenced in the Equipment. If any receivables for the Client associated with this Job exceed the Credit Hold Days (in the Client record), the system will display the number of days overdue, and warn you that the work order will be placed on Credit Hold. If a work order is placed on credit hold:

It will not be visible on the dispatch board AT ALL (like archived)

The WO cannot not be changed AT ALL except by credit managers

The credit manager will be able to filter the view work order list for only WO's on credit hold

The credit manager can remove the Credit Hold status by clearing the Credit Hold box

If Escalation Management is implemented on your system, you may want to create an escalation event that would notify the credit manager that there is a work order on credit hold to review.

Call Scripting
When you select a piece of Equipment or a Work Code in New Call that has a Call Script associated with it, the Call Script Wizard screen will appear. The Questions in the Call Script will appear on the left and lines for Response will appear on the right. After you have completed the Responses, tab once more or click the CS Wizard button on the side button bar to return to the New Call screen. The Questions and Responses will be included on the Work Order when you save it.

Important Fields: Upper Section

Search Text:
Enter a text string in the Search Text field and then press [Enter]. SAM Pro will compare this text with the Alphanumeric Id of the Client Site. If the Search Text matches the text in a Client Site record, SAM Pro will include that client site in the revised listing.

If you decide that your site/equipment selections were not correct and enter a different search string, all fields except the (Service Category) that were previously completed will be automatically cleared in preparation for selecting a new Site and Equipment record.

Use Wild Card Search
If this field is blank, SAM Pro will only search the first characters starting at the extreme left-hand side of the field. If checked, the system will search for the text string you enter globally within the search field.

Alpha  Phone  Street  Name  Id Any
By default, SAM Pro compares the Search Text you entered with the data in the Client Site Alpha field. However, by selecting one of the other radio buttons (by double-clicking or pressing the Spacebar), you have the option of searching for Client Sites based on their Name, ID, phone number, or street.

The Any option causes the system to check all of the following Client Site fields (unless specific SearchColumns are specified in a registry entry) for the specified search text:

Client Site Id, Alpha, Name, Street Shipping Address
Client Site Voice Phone, Contact 1 Phone, Contact 2 Phone

Assume that the Alpha search option is selected. If you search for the text st when the Use Wild Card Search is not checked, the system would locate a record with the Alpha field Stevens; however, an Alpha field of Faust would not be considered a match. However, if you check the Use Wild Card Search box, the system would consider both Stevens and Faust to be matches.

Original Caller:
This field lists the person who called in this Work Order. It defaults from the Contact 1 First and Last Name fields in the Client Site record (if completed); if these field are not completed it will default from the Client Site Contact 2 information. This field may be changed by the user; it will be written to the Work Order's Original Caller field.

Market Source:
Defaults from the Client referenced in the Job, or the Client Site (if blank in the Job’s Client record) but may be changed by the user to track the success of marketing campaigns that generated specific work orders. For example, the Site may have been generated by a customer reference, but this particular work order was generated by the spring coupon mailing.

Service Category:
If this field is completed, it will filter the Work Code list to those associated with this service category. The system will filter the Site Equipment list to show Equipment for the selected Category, plus Site Equipment that hasn't been classified into a Service Category.

This field may be set by entering a Service Category Id or by selecting a piece of Equipment associated with this Service Category. The filtering of Equipment by selecting the Service Category may be disabled by the Registry Entry for New Call Options .

Work Code:
The Work Code Name and Estimated Hours fields are set from the Work Code record. This field is optional. If you select a Work Code with an assigned Call Script, the system will immediately prompt you to respond to the Call Script questions.

If PCR functionality is enabled, the system will validate the Work Code is specified in the PCR Table (in the Client Site / Client Site Equipment) when a Work Code is entered or changed. If a PCR Table is specified in the Client Site Equipment record, it overrides the PCR Table in the Client Site record.

Tech Finder Button
 This button launches the TechFinder screen to help you assign the call to the optimal technician and best date. This button should be clicked after the Site and Equipment have been selected. This feature works in conjunction with Certifications: if the Equipment selected includes a Certification Id, only those technicians with a matching Certification will be listed when the TechFinder viewer appears. Click TechFinder Viewer for details.

Estimated Hours
This field defaults from the Work Code but may be modified by the user.

The priority level for this call. Zero (0) is the highest priority (most critical), and 9 the lowest (least critical)

Date Scheduled:
Enter the date in MMDDYYYY format; double-click to open the calendar; or press the Spacebar to enter the current date.

Tech Unavailability: If this feature is enabled and the Tech is Unavailable for this day, a Warning will appear saying the Tech is Unavailable when the New Call is saved.

Time Scheduled:
Enter the scheduled time for this call in 24-hour or military format or double-click on this field to access the Clock Viewer to do so. Alternately, press the Spacebar to enter the current time.

NOTE: The Date and Time fields are optional; the date also be set from the Dispatch Board or TechFinder. If you do not enter a date, it will automatically default to January 1, 1900 (unless the default date is specified in the Registry Entry for New Call Options ).

PO Required
An 'x' will appear in this information only field if a PO is required for this Client Site.

PO Number:
If the PO Required field is flagged (contains an 'x'), enter the Client's PO number in this optional field. A Registry Setting may be enabled to default this field from the selected Equipment's Default Service Job.

Technician Id:
This field defaults from the Client Site Equipment record (unless disabled via Registry), and is used to assign a technician to this work order. Unless this field is required by customization/registry setting, the technician may be assigned from the dispatch board.

Subcontractor Technicians:
If the Technician you selected references a Vendor Id AND has the Web Access set to Subcontractor on the Remote Access tab, a Purchase Order will also be generated.

You will not be allowed to select a Sub Tech whose required insurance is out of date and Block Purchases is flagged in their Vendor / Tech record.

For SubAnywhere techs, the PO will be set to Unreleased to conform to SubAnywhere requirements. To be considered a SubAnywhere tech, the Technician record must also have the Remote Device Type set to the option of SubAnywhere.

Call Sequence:
The sequence number for the new work order (used by the Classic board to determine the order in which the Technician should attend to his work orders on a given day). If you do not set the call sequence, the system will attempt to derive an appropriate call sequence number based on the Time Scheduled and the Technician assigned to the Work Order. In the case of ties, the original work order will retain its original sequence number. See Registry Entry for New Call Options for a registry entry to alter this behavior.

Original WO:
If this Work Order is being created as a Call Back, enter the original WO Id in this field or right-click on it in the lower right-hand (Work Order list) pane with the caret not on this field. When you do so, the system will ask you to confirm that this work order is being created as a Call Back for the Work Order that you select. If you click 'Yes', the system will insert the appropriate Work Order Id, and set the Work Order Type to Call Back.

Branch Id:
The Branch this work order is assigned to. See Branch Processing in New Call for details.

Work Order Name:
This optional field may be used to describe the Work Order or add other pertinent information. If this field is left blank, it defaults from the Work Code Name when the work order is created. This field well be listed on the Power Board.

Web Log Id:
Web Logs are requests for service that may be created by a Client, a Technician (from TechAnywhere), or a Service Provider.

Web Logs may also be generated by FMMS companies such as ServiceChannel. In this case, the NTE amount from the selected Service Request now defaults to the NTE Client field which will populate the corresponding field in the newly created Work Order.

To create a work order from a web log, enter its Id (or double-click to select from a list) and tab out of the field.

Web Logs from TechAnywhere
When a Weblog from TechAnywhere is entered, a wizard displaying the Weblog information will appear. The following buttons allow you to process the Weblog as follows:

Proceed:  Clicking this button will use this Weblog to create a new Work Order. The contents will load into NewCall to allow the dispatcher to finish creating the new Work Order.

Decline:  Gives the user the opportunity to change a Weblog to the status of ‘Cancelled’ to remove it from the list of New/Unacknowledged Weblogs.

AssignToWO: Click this button to select an existing Work Order to assign this Weblog to. The Weblog’s Equipment and Work Requested contents will be added to the Work Order's Equipment Tab. The Weblog will also be changed to Acknowledged and reference the selected Work Order.

Cancel: Returns you to the New Call with the weblog field cleared. It only cancels the operation of selecting the Weblog; it does NOT set the Weblog's status to Cancelled. Note: Pressing the X works the same as the Cancel button.

The Client Site, service category, work code and work requested fields will default from the web log. Select the appropriate Equipment Id and complete any remaining fields as needed. When a Web Log with the Equipment Id set from TechAnywhere is processed, it does not automatically select the Equipment.

Important Note on Multiple Web Logs:
If you are processing multiple Web Logs, always click the New Record button before you select another Web Log. Doing so clears any completed Call Scripts cached for the previous Web Log.

Escalation Profile:
The Escalation Profile that will be attached to this work order. This field defaults from the Equipment record but may be changed if needed.

Work Requested:
Briefly describes the work requested by the customer. This field defaults to the Work Order Equipment and Main tab (which is printed for many invoice formats).

Store Number:
The Store Number associated with this Client Site.

Zone Id:
The Service Zone
defaults from the Site record. It appears on the Dispatch Board, and is used by TechFinder.

Account Manager Id:
This optional field identifies the Account Manager for this Work Order. The system defaults this field from the Equipment record or, if blank, from the Site record.

Dispatcher Id:
This optional field identifies the Dispatcher assigned to this work order. The system defaults this field from the  Equipment record or, if blank, from the Site record.

Sales Rep Id:
This optional field identifies the Sales Rep assigned to this work order. The system will default this field from the Client Site Equipment record or, if blank, from the Site record.

Service Account Manager:
The default value for this field is based on these rules:

 a. The Service Manager in the Equipment record rules on the defaulting.  If it has one, use it.
 b. Next, apply the ServiceManagerBasedOnSite option if it is implemented in the registry.
 c. When all else fails, the User Account defines the choice.

When the Work Order is generated, the software uses the value that appears on the New Call screen (whether defaulted by the software or entered by the user).


Service: By default, Work Orders created in New Call are set to Service.

PreventiveMaint: Normally, you would not select this Type for work orders created in New Call. Work orders generated by Create PM WorkOrders are assigned this Type. If select this type, the Service Tasks and Parts lists specified on the Equipment Service Tab will added to the Work Order Equipment tab.

CSR: Obsolete.

Installation, Estimate, Other, Call Back: one of these Types may be selected for informational purposes to better identify the work order.

PM Invoice: Do not select this Type for work orders created in New Call; it is reserved for PM Billings only.

Material Direct: The Type would be selected to record the ‘sale’ of a purchased item to a client and the client's invoice will come directly from the vendor from whom the item was purchased (instead of generating the invoice in SAMPro). In this case, the WO Status Category will be set to ‘Archived’ instead of ‘Completed’ when the Escalation Status is set to ‘Completed’.

Quote: no longer has any special meaning, and is used for informational purposes only.

Requisition: "Requisition" should be used ONLY for the purpose of requisitioning materials for installation / construction jobs and should not be used for service or PM work orders. When the Work Order is specified as Requisition, running Start Tech (Work Order) Material Pickup creates a Loc-to-Job transfer instead of transferring the materials to a location (typically, the Tech's truck).

Override Tech Status:
By default, this field is set to the value ‘ default’: the technician status will be set to the appropriate value for that type of technician (referring to the sys-web-access and other registry entries, if present). The ‘ ‘ blank Override Tech Status is processed the same way as ‘ default’ if the field is accidentally cleared.

To select a special status (e.g., Return Trip), double-click this field (or click the Magnify button) to display a list of valid statuses to select from. By default, all statuses will be displayed, but a registry entry may made to control the contents of the list: Registry New Call (sys-newcall) .

Show Records for: Active All Inactive
This field enables you to select whether to display Active, All or Inactive Client Sites on the New Call viewer. By default, Active is selected so only active Sites (and their active equipment will appear on the list). To display All or only Inactive Sites, double-click on the appropriate radio button. Note that work orders cannot be created for Inactive sites.

NTE Client: NTE Sub:
These fields default from the Client Site (unless they are superceded by the values from the Client Site Equipment record) but may be changed by the user if necessary. The NTE Sub field is used in conjunction to limit autogenerated PO's to this dollar value.

Log Form Id:
This field defaults from the Equipment record, but may be changed by the user to select which log form id (for work order metrics) will be specified on the new work order's Equipment tab, and be used to which metrics will appear on the Metrics tab.

Important: when a work order referencing a log form is created in SAMPro, metrics are only written to the  metrics tab if the Technician is not a TechAnywhere Tech or no Tech is specified. If the work order initially assigned to a technician with remote access, metrics will be uploaded to the technician’s device, and then posted to the work order when they have been completed in the field.

Payment Type:
Typically used to record how the client says they will pay (Cash, Check, Account, CreditCard, etc.).


Job Id:  Job Cost Code Id:  Job Billing Item Id:
These fields will be filled in from the Equipment record's Default Job fields, but may be changed if needed. When you blank the Job Id or select a different Job Id, the Job Cost Code and Billing Items will be blanked so that they can be easily re-entered. The Job should refer to the Site selected in New Call unless special processing for certain Utility or Warranty Jobs is in effect. See Registry to Specify Default Service Job Selection Filter Override for details.

Email Address:
When a Site is selected, the Client Site's Email field is defaulted to the Work Order Email Address field. The user may manually update this field if desired before adding the Work Order. Escalations for the new Notification Source 'Work Order' will be sent to this address. The Email address for the Scheduled Events is set when the WO is generated. Changing it in the Work Order after creation will not propagate the change to the Events themselves.

Client Id: Client Name:
The Client Id and Name from the Default Service Job. The following logic derive the Default Service Job / Client:

When the Site is selected, look at the Equipment records: if their Service Jobs all point to the same Client, display that Client.

When the Equipment is selected, check that Equipment’s Default Service Job and display its Client.

If the selected Equipment has no Default Service Job, display the Client from the Job that the user selects.

Client Site Id:  Client Site Name: Equipment Id:  Equipment Name:
Contact:  Site Address:

These informational fields are filled in from the Client Site and Equipment records.

Important Buttons:

 Add the new Work Order (and PO if a subcontractor tech was selected)

image\SKIN1_Record.gif  Clicking the New WO button clears all cached fields. The New button should be clicked before entering and tabbing out of the Search Text field if you wish to search again for the same text (for example, when switching from New Call to New Call 2). The New button should also be clicked to clear all fields if you select a Web Log but do not use it to create a new work order.

image\SKIN1_FindClientSite.gif / image\SKIN1_NewClientSite.gif Search For Site On/Off

image\SKIN1_ARAging.gif View an Aged Accounts Receivable summary for this customer

image\SKIN1_NewCallCollection.gif  Access the detailed Client Collections Screen

image\SKIN1_Printer.gif Select a site and click this button to launch the service report specified in the Registry Entry for New Call Options.

image\SKIN1_AttachmentsOn.gif The Attachments button lets you attach documents to one or more of the scheduled events generated by this work order and to the work order itself.  A checklist of files will appear in the upper portion of the screen – click in the Attach column to select /deselect a file. In the Attachments screen, the AttachmentsOn button takes you back to New Call.

If no Attachments are available, the grayed-out Attachments button is displayed.

Only those documents belonging the categories specified in the Registry Entry for New Call Options will be available for selection in New Call. When Escalation Manager runs, it will look at each scheduled e-mail event and determine if its Attach Document flag is set in the Escalation Profile . If so, the documents you selected will be included as an e-mail attachment.

image\SKIN1_NotesOn.gif  If the selected site has notes, the Notes On (notes with text) button appears so that you can view or add to them.

image\SKIN1_Notes.gif  If the selected site has no existing notes, the Notes button appears (active notes with no text) so you can add notes to the site.

image\SKIN1_Notes-.gif  Finally, if no Site is selected, the grayed out Notes button appears.

Multiple Date/Technician Work Orders:

A Work Order can be scheduled for multiple days and/or assigned additional technicians.

1. Schedule the Work Order for the first day, and save it by clicking the Add Record button.

2. To add additional days and/or technicians, access the Work Order (from the Dispatch Board or Folders viewer), and click the Technicians tab. Add the technicians and their days and hours as desired.