Link Frames for Display

Use Pending Call Frame Sequence Maintenance (11.1.3.17) to specify the order in which frames display for a profile in Pending Call Maintenance. For every combination of profile ID and frame number, you can create a separate sequence for moving forward (click Next) through the frame and exiting (click Back) the frame.

• Specify a program to run as well as a next frame to display when that program completes execution.

• Specify one or more sets of conditions with alternate frames to display based on whether the condition or conditions are true.

• Define a default sequence for frames to display in Pending Call Maintenance. You can define different default sequences based on whether the user is moving forward through the frame or is exiting the frame.

• Specify one or more conditions for each condition set that must be true for that display sequence to be used.

You can design simple or complex sequences using Pending Call Frame Sequence Maintenance. You should carefully analyze your business requirements to determine how you want users to enter data in Pending Call Maintenance.

Much of the information associated with a call defaults from other related data. You should carefully consider this defaulting logic as you determine the order in which fields and frames display.

See Using Call Defaulting Logic Effectively.

Pending Call Frame Sequence Maintenance (11.1.3.17), Frame Sequence Configuration illustrates the first frame of Pending Call Frame Sequence Maintenance, where you define the basic elements of a sequence, including the direction, an optional next program to run, the next frame number to display, and the profile the frame is associated with.

When you define frame sequences, you can start with frames in one profile and then link to a frame in another profile. You might use this feature to give a user an expanded view of the pending call fields based on a certain condition.

Note: Once you link to another profile, the user stays in that profile unless it also invokes a different profile.

Example: User CSR1 typically enters only high-level call data, and SupRep1 adds details later. However, occasionally CSR1 may need to add details. You create a logical variable labeled Create Call Detail and add it to the last frame of CSR1’s default profile. When CSR1 responds Yes to this field, you branch to a second profile that contains detailed fields.

You can also use access to control which frames display. However, access cannot be set up to be conditional as frame sequences can. With this approach, CSR1 is assigned PROFILE1 that includes a subset of basic fields. You then create PROFILE2 with more detailed fields. You give CSR1 access to PROFILE1 and SupRep1 access to PROFILE1 and PROFILE2 using Pending Call Frame Maintenance.

See Assign Access to Profiles.

You link the last frame of PROFILE1 to the first frame of PROFILE2 and assign PROFILE 1 to both CSR1 and SupRep1. When SupRep1 executes Pending Call Maintenance, the frames from both profiles display. When CSR1 executes Pending Call Maintenance, only the set of frames that are part of PROFILE1 display.

In addition to specifying the next frame to display when the user clicks Next or Back, you can optionally specify a program to run. You must choose from one of a set of predefined programs that display preconfigured frames such as comments or installed base records.

See Using Preconfigured Frames.

Pending Call Frame Sequence Maintenance (11.1.3.17), Frame Sequence Configuration illustrates the first frame of Pending Call Frame Sequence Maintenance.

Enter the number identifying a frame within this profile to be linked to another frame. The frame number must exist in this profile or an error is generated.

A frame sequence is uniquely identified by a combination of profile ID, frame number, and direction. Thus, every frame within a profile can have at least two alternate sequences associated with it depending on whether the user is entering or exiting the frame.

Enter the navigation direction associated with this frame sequence. Valid values are:

Optionally enter the name of next program to run when no condition sets apply. Each of these programs displays a non-configurable frame. When users complete the frame (or sequence of frames, as in the case of Call Maintenance) displayed by the program, the next frame specified in the frame sequence displays for input.

A default next program always executes before the next frame in the next profile displays.

• fspcsr2.p displays multiple sources of coverage for an item and lets you select the one you want to use for this call.

• fspcsr3.p displays existing calls or call line item detail for the end user specified.

• fseusel.p displays an End User Selection frame that lets you search for an end user or create a new one.

Enter the ID of a valid profile containing the next frame to display in Pending Call Maintenance when no condition sets apply. This is typically the profile you are currently maintaining but can be any other valid profile.

Leave this field blank and Next Frame Number set to 0 if you want to terminate the display sequence or implement conditional branching. The system then evaluates the next sequential condition set to determine which profile and frame to use. If none exists, the first frame in the profile then redisplays in Pending Call Maintenance.

Note: If you specify a different profile, the user executing this sequence in Pending Call Maintenance must have access to both profiles or the frames do not display.

Enter the number of an existing frame to use next within the next profile when no condition sets apply. Leave Next Profile blank and the default 0 if:

• You do not want another frame to display. This indicates the end of the sequence in Pending Call Maintenance and the first frame of the profile redisplays.

• You want to implement conditional branching. The system evaluates the next sequential condition set to determine which profile and frame to use.

If you are switching profiles (Default Next Profile is not the same as the current profile), you can:

• Leave the default 0 and the system will display the first frame in the frame sequence.

Enter a brief (maximum 40 characters) description of this frame sequence to help identify its purpose.

Use condition sets to implement conditional branching in the display of frames. For example, you can design a sequence where the user is always prompted to enter call comments. Or you can add a logical field to a frame so the user can specify Yes or No to entering comments. You then set up a condition based on the value of the logical field so that the comments frame displays only when the value of the Comment field is Yes.

Each frame sequence can be associated with multiple condition sets, which are evaluated in order based on the condition sequence number. This lets you link together a sequence of events, such as running one program, followed by another, and then followed by a frame. Within a condition set, programs are always executed first; then the system looks for the next profile and frame.

To implement options that do not already exist in Call Maintenance, create your own fields in Pending Call Field Maintenance (11.1.3.13) and add them to frames in Pending Call Frame Maintenance (11.1.3.15).

Multiple conditions can belong to a condition set. All of the conditions must be true for the next action to be taken.

Note: Review the condition sets in the DEMO profile loaded with Pending Call Setup Utility for examples of how to implement conditional branching.

Pending Call Frame Sequence Maintenance (11.1.3.17), Condition Sets illustrates the frame in Pending Call Frame Sequence Maintenance for defining condition sets.

Enter a number (from 1 to 999) identifying this condition set. Leave the default 0 if no conditions apply. In this case, the default behavior always occurs, since it is unconditional.

When all conditions within the set are true, the next program, next profile ID, and next frame number associated with the condition set determine the configuration of Pending Call Maintenance. The next program is always executed before the next frame displays.

If any condition within the set is false, the entire set is bypassed. The system then evaluates the next condition set (determined by sequence number). If none of the condition sets is true, the default next program is run or next frame within the next profile displays in Pending Call Maintenance. If multiple condition sets are true, they are all processed sequentially.

Number condition sets by 10’s or 100’s, so you can add new sets without renumbering existing ones. For example, if you define condition sets 10, 20, and 30 and want to add another between 20 and 30, you can enter it as 25. Use Pending Call Setup Utility to renumber condition sets.

Optionally enter the name of the next program to run when this condition set applies. This field is the same as the Default Next Program field, but applies only when this condition set is true. See Default Next Program.

Enter the ID of a valid profile containing the next frame to display in Pending Call Maintenance when this condition set applies. This field is the same as the Default Next Profile field, but applies only when this condition set is true. See Default Next Profile.

Enter the number of an existing frame to use next within the next profile when this condition set applies. Leave Next Profile blank and the default 0 if you do not want another frame to display. This indicates the end of the sequence in Pending Call Maintenance and the first frame of the profile redisplays.

If you are switching profiles (Next Profile is not the same as the current profile), you can:

• Leave the default 0 and the system will display the first frame in the frame sequence.

If you are using conditional branching, you first define condition sets and then define the conditions that are part of the set. The condition identifies a field name and value (or range of values) that must be true. When all conditions within the set are true, the next program, next profile ID, and next frame number associated with the condition set determine the configuration of Pending Call Maintenance.

If any condition within the set is false, the entire set is bypassed.

You can define complex conditions using Boolean operators such as less than, greater than, and equal to.

Pending Call Frame Sequence Maintenance (11.1.3.17), Conditions illustrates the frame in Pending Call Frame Sequence Maintenance for defining conditions.

Enter a number (from 1 to 999) identifying a condition within this condition set. Each condition set can include multiple conditions. These are evaluated in order based on the sequence number specified in this field.

Number conditions by 10’s or 100’s, so you can add new conditions without renumbering existing ones. For example, if you define conditions 10, 20, and 30 and want to add another between 20 and 30, you can enter it as 25. Use Pending Call Setup Utility to renumber condition sets.

Enter the name of an active field to be evaluated as part of this condition. You can specify only fields marked as active in Pending Call Field Maintenance.

When this profile is used to determine the sequence of frames in Pending Call Maintenance, the system compares the value entered in this field with the list of values specified for the condition to determine the program to run or next profile and next frame to display.

The system displays up to 20 characters of the field label (as specified in Label Master Maintenance) below the field name.

Enter the string that must match the string specified for Field Name for this condition to be true. You can enter:

• A comma-separated list of specific values using any of the following operators: =, >, <, <>, >=, <=

• A comma-separated list of ranges (separated with a hyphen) using either the = operator for values within the range or the <> operator for values outside the range

The system performs the matching using OR logic; when the first match is found, the condition is considered true.

Enter a brief (maximum 40 characters) description of this frame sequence condition or its effect.