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FieldCall for BlackBerry®

Version 7.20.00

Quick Installation

And

User’s Guide

Simplicity Keep your field crew and office staff up-to-date with

online real-time information.

Risk Management Reduce errors… enter information once only.

Small size A handheld with standard 8Mb of memory can hold thousands of calls in a tiny, easy-to-carry, palm-sized unit.

Eco-friendly No more printing work orders onto paper! Save the environment.

© 2005-2014 Mpowered Ventures Ltd.

45 – 15833 26 Ave South Surrey BC V3S 2X5

Canada http://www.mpowered.biz

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What’s New for 7.20.00

Tempest 720 Upgrade. Changes to support Tempest annual upgrade.

Documentation changes indicated with teal arrow. Now you can see what

has changed in this document by looking for the teal arrows. This saves existing

users time having to read the entire document looking for changes!

Upgrading from a previous version? See the Upgrade Notes at the end of this

document for helpful advice.

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1. Using FieldCall

Knowledge is of two kinds. We know a subject ourselves, or we know

where we can find information upon it.

Samuel Johnson

Note: This section assumes that you have successfully installed and configured

FieldCall. If you have not yet done so, follow the instructions in the next section,

Installation.

Before we begin, let’s lay a foundation for what FieldCall for

BlackBerry is designed to do, and what it is not meant to do. FieldCall

is designed to replace the function of printing out workorders from

Tempest and handwriting notes on them to be re-keyed into Tempest

workflow later in the office. FieldCall allows you to do everything

that you would do with your printed workorders, only it does it

wirelessly – from anywhere you have a wireless signal on your

BlackBerry. FieldCall is NOT designed to be a complete replacement

for Tempest Calls. For example, there is no functionality to create or

re-issue Calls.

There are three main screens in FieldCall - the main Calls screen, the

Call Details screen, and the Call Workflow screen. That’s it! Getting

access to your assigned Calls, and adding workflow uses the familiar

BlackBerry way of doing things – so if you’re familiar with opening

email and replying on your BlackBerry, you already know 99% of how

to use FieldCall.

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The main Calls screen

Below is the main Calls screen shown on a BlackBerry 7290 Wireless

HandheldTM

:

The main screen shows you a list of your assigned Calls. There are

heading rows for “New Calls” and “Opened Calls” to divide up your

Calls. Rows with Calls in them show the Call number and as much of

the description as will fit on the screen.

To open a Call, you must use the trackwheel to position the selection

bar onto a Call row. Then, clicking the trackwheel brings up the

menu:

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The Details screen

Selecting the Details… menu item will load a screen showing you all

of the pertinent details for the Call:

Scrolling with the trackwheel will allow you to view all of the

information. The Call workflow (up to 25 of the most recent) is listed

at the bottom of this screen with the most recent workflow at the top:

Viewing details on a Call which you have not previously opened on

the BlackBerry will automatically enter a NOTE workflow with the

text “Opened call on Blackberry.”

Pulling up the menu on this screen, we will have options to add

workflow:

The Add wf options will allow you to enter exactly the same types of

workflow as you can in Tempest.

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The Add Workflow screen

Selecting the Add NOTE wf… menu item will load a screen allowing

you to enter workflow:

After entering a note, and clicking the trackwheel, you can save that

workflow for the Call:

After saving the workflow, you return to the Call Details screen.

(NOTE: The Save item will not automatically refresh the Call Details

screen, however, the Save + Refresh item will automatically refresh

details after saving the workflow.) You can refresh details at any time

by selecting Refresh Details:

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After selecting Refresh Details, and scrolling down to the workflow,

we see our newly added workflow:

Uploads

While in the Call details screen, you can use the Uploads menu

option to allow you to upload any file from the BlackBerry as an

attachment to the Call. When you first display the Uploads screen,

you will see that ** No Uploads ** is displayed:

Going into the menu, you can easily launch the Camera or the Voice

Notes applications:

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If we select Camera, the Camera application launches and we can

take a picture. When we exit the Camera application, the screen shows

us something similar to the following:

A “journal” of file activities was automatically created for you, and

when you come back to FieldCall, the journal is shown to you

allowing you to upload the file just created. Above, we can see the

JPG (the picture just taken) in the journal.

Clicking on the journal item brings up the file information screen:

From this dialog box, we can Hold, Upload, Cancel or Remove.

Remove will remove the file from the journal only (the file itself is not

removed or deleted). Cancel returns you to the main Uploads screen.

Hold will queue the file for uploading (use this to wait to upload large

files until you are in WiFi zone – such as your office), and Upload will

immediately begin to try uploading the file as an attachment to the Call

you have loaded.

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After clicking Hold or Upload,

you can add a file description which is also added to the attachment in

Tempest. After adding a description, and clicking Ok, the main

Uploads screen is displayed again:

Or, if you chose Upload:

If you chose Hold, the icon is displayed beside the file. When you

are ready to upload the file you can choose Release, or if you have

many files on hold and wish upload them all you can choose Release

all, which sets the file(s) to waiting mode .

The icon indicates the BlackBerry is waiting to upload the file.

After a short time, the file begins uploading, and the icon is

displayed. When the upload is complete the icon is displayed

(indicating success):

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If you open the Call you were working on in Tempest now, you will

see the picture attached to the Call with your description.

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Notes about Uploads

You can upload (as an attachment) any kind of file that your

BlackBerry can create. This includes Docs to Go files, video files, etc.

The Camera and Voice Notes applications are shown on the menu for

convenience as these are the most commonly requested files to upload.

You cannot upload documents that are not stored in the BlackBerry

file system, such as MemoPad documents. Note: some BlackBerrys do not

support all applications discussed here.

The Voice Notes application stores files with the .AMR extension,

which requires QuickTime on the PC in order to play.

You can create as many files as you want while in an application (such

as Camera), and FieldCall will show you all of them on the journal

when you exit the application. You can then upload them one at a

time, or exit the journal display, and upload all of them at once with

the same description using the Upload all menu option.

The Camera application on your BlackBerry will allow you to fine-

tune the pictures taken, for example the size, resolution can usually all

be adjusted from the Options menu of the Camera application.

BlackBerrys with GPS capabilities can enable Geotagging in the

Camera application. With Geotagging enabled, read-only GPS

coordinates are stamped into the picture file, and can be displayed

from your PC by displaying the picture’s properties.

You can exit the Uploads screen at any time while a file is uploading,

even go back and work on a different Call. FieldCall manages the

uploads as a separate task from the regular operation of FieldCall and

completes the uploads when/as it can.

If the file is too large for the BlackBerry to encode (encoding is

required to be able to upload), the File Information dialog box will not

show you the Upload button. Typically, any picture you take can be

encoded, however videos longer than 10-15 seconds will be too large

to encode.

You can access the Uploads screen from the main FieldCall screen

(when there are uploads on the list), and from the Call Details screen.

You cannot add new files to upload from the main FieldCall screen, it

only shows existing upload records.

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An upload goes through various states as indicated by the icon beside

the upload record:

the file is on hold. When you release a file with this icon, that

file goes into waiting mode. Use the Hold option when you

want to use a WiFi zone at the office to upload large files.

waiting to upload the file. You may also see this icon beside

the upload record if you are not in wireless coverage, and the

BlackBerry is waiting for you to get back into coverage.

transmitting (uploading) the file

successfully uploaded

an error occurred while uploading. If an error occurs, you may

be able to correct the issue (use the Upload details menu option

to display the issue), and use the Retry option. If the Upload

continues to fail, you can use the Remove option to clear the

upload record.

three automatic attempts to upload failed. Again, you may be

able to correct the issue (use the Upload details menu option to

display the issue), and use the Retry option. If the Upload

continues to fail, you can use the Remove option to clear the

upload record.

Anytime you use the Remove or Remove all options, you are only

removing the file from FieldCall’s file journal or uploads records, not

deleting the actual file.

Technical notes about Uploads

The ColdFusion web server used by FieldCall must be able to “see”

the Calls attachment directory (defined in Calls config), and have

network rights to save files there. If the web server is protected from

the attachments directory via a firewall, you may have to open a

pinhole in order to save attachments.

In order to create the Tempest attachment, the Mpoweredweb user

must have Insert privileges on calls_attachments.

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Returning to the main Calls screen

Clicking the Escape button or selecting the Back menu option will

return you back to the list of Calls:

NOTE: FieldCall will not automatically refresh the main Calls screen

with new information when it returns from the Details screen. You

must do this manually by selecting Refresh Calls:

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After selecting Refresh Calls, note how the Call we just viewed has

now dropped to the Opened Calls section:

The main Calls screen is cached

The last refresh of Calls is cached on the BlackBerry, so that if you

exit the program and return, you are not required to refresh your Calls.

This will save wireless airtime, as you will only refresh Calls when

you want or need to. If you have a large number of assigned Calls,

there may be a slight delay on loading FieldCall as the cached Calls

are retrieved and displayed.

Completing Calls that have a repeat frequency

Completing a Call that has a repeat frequency set (e.g. ANNUALLY)

will bring up the following dialog box:

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The About screen

From the main screen, you can access the About screen from the

menu. At the top of the screen are version numbers, copyright

information and contact information:

At the bottom of the About screen are statistics of how many bytes

have been sent/received over the Internet by FieldCall:

Byte counts can be reset to 0 with the Reset Counts menu option:

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2. Installation

Three things are to be looked to in a building: that it stands on the

right spot; that it is securely founded; that it is successfully executed.

Goethe

Note: If you are upgrading from a previous version, see the notes near the end of this

section regarding upgrading. Then read through the rest of this section for further

information.

System Requirements

Blackberry backend services:

• Requires Internet connect via Mobile Data Server (MDS), or

Blackberry Internet Service (BIS)

• If connecting to a secure site (i.e. https) you need a Blackberry

Enterprise Server (BES) to have the MDS services that

FieldCall requires.

Internet Server:

• Requires an IIS server, running Cold Fusion MX 7, with a Data

Source connection to the Tempest database

Tempest Licences:

• Calls

• Web Customer

Note: Some of the steps below are required once at your site, and some

steps are required for each BlackBerry you want to connect.

Run the Install package

Go to www.mpowered.biz and click on Downloads. Run the

appropriate setup package with highest patch number corresponding to

your Tempest version. The Setup Wizard will guide you through set

up. When done, you will have a new program group: Start > Programs

> Mpowered > FieldCall BlackBerry. Under this entry is a shortcut to

this document, the Quick Installation and User’s Guide.

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Install the additional files

There will be six additional files loaded to the C:\Program

Files\Mpowered\FieldCallBB directory:

FieldCall.cod, FieldCall.alx – discussed under Load the BlackBerry

program

getauth.cfm

getcall.cfm

getcalls.cfm

setupload.cfm

setwf.cfm

The .cfm files need to be copied into a virtual directory on the Web

Server you intend to access from your BlackBerry. The recommended

location for this directory is:

C:\Inetpub\wwwroot\Mpowered\FieldCall

MpoweredWeb database user and permissions

The Tempest Live and Test databases will both require a new database

user - MpoweredWeb. With your database Enterprise Manager, give

the following table permissions to MpoweredWeb:

Table Permission

calls_workflow INSERT

calls_calls UPDATE

and for Uploads:

calls_attachments INSERT

These SELECT permissions are also required:

grant select on tempest_client to mpoweredweb;

grant select on tempest_release_header to mpoweredweb;

grant select on wc_customers to mpoweredweb;

grant select on wc_customer_users to mpoweredweb;

grant select on tempest_resources to mpoweredweb;

grant select on tempest_workgroups to mpoweredweb;

grant select on tempestv_security_all to mpoweredweb;

grant select on calls_calls to mpoweredweb;

grant select on calls_workflow to mpoweredweb;

grant select on calls_problems to mpoweredweb;

grant select on calls_problem_classes to mpoweredweb;

grant select on land_legal to mpoweredweb;

grant select on land_relation to mpoweredweb;

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Ensure that valid ColdFusion Data Sources exist

The installation requires two Data Sources (DSNs in ColdFusion

Admin), one to the Live and Test Tempest databases logging in as the

database user MpoweredWeb. Appropriate names for these Data

Sources would be "MpoweredLive" and "MpoweredTest". (Note: be

sure to use JDBC drivers in ColdFusion for Oracle by using the

"other" Driver type. The Adobe ColdFusion web site has information

on setting up JDBC data sources if this is your first time. SQL Server

users should use the built-in Microsoft SQL Server driver.)

On your Web Server, go into the Cold Fusion Administrator, and

ensure that valid (i.e. verified) Data Sources to the Tempest Live

(MpoweredLive) and Test (MpoweredTest) databases exist. The

UserName (under Advanced Settings for the Data Source) should be

MpoweredWeb – do not use TempestWeb.

Create the FIELDWORKSUSERS customer in Web Customer

In Tempest create a FIELDWORKSUSERS customer. Make the user

an INTERNAL type:

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Create the FIELDWORKSUSERS users in Web Customer Create the Calls user in the FIELDWORKSUSERS customer whose

UserId corresponds to the user’s actual database UserID:

In this example, we have created user GEORGE RAYMOND. George

is a Calls user, and logs into Tempest with the UserID GEORGE. You

also need to set a password for GEORGE. This will be the password

GEORGE will need to enter on the BlackBerry in the next steps. In

our example, GEORGE’s password is KJHS^&HJ

The users created in the FIELDWORKSUSERS customer should not

have any functions turned on.

You will need to create a user in the FIELDWORKSUSERS customer

for each BlackBerry user.

Security notes: Always use unique passwords of at least 5 characters for your users.

Passwords are never transmitted over the Internet. On the BlackBerry, before

sending a transaction request, FieldCall generates an MD5 “fingerprint” made up of

various pieces of information (including the password), which is then transmitted

with the transaction request over the Internet to the Cold Fusion server. On the

server, the Cold Fusion page looks up the user in the FIELDWORKSUSERS

customer, retrieves the user’s password, makes it’s own MD5 fingerprint and

compares the two fingerprints. If the fingerprints are identical, the transaction is

allowed to proceed. This is the same security method used in validating ecommerce

transactions by trusted ecommerce payment service providers.

If, for any reason, one of your BlackBerry’s is lost or misplaced, you can remove the

password for the user from the FIELDWORKSUSERS customer and be assured that

no transactions will be allowed from that BlackBerry.

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Load FieldCall to the BlackBerry

Open the BlackBerry Desktop Manager (this software comes with

your BlackBerry):

Run the Application Loader, and navigate to the C:\Program

Files\Mpowered\FieldCallBB\FieldCall.alx file, and open it. This will

load the FieldCall.cod file to your BlackBerry.

Alternatively, you can run Start > All Programs > Mpowered > Install

to BlackBerry. By running this on a desktop with the BlackBerry

Desktop Manager loaded on it, you can quickly and easily load

FieldCall to your BlackBerry(s) without having to run Desktop

Manager.

IMPORTANT NOTE: Storm devices have a “compatibility mode”

setting that should be turned off for FieldCall – which will allow

optimal performance (full screen , tilting, etc). Go into Options |

Advanced Options | Applications, and with the focus on the FieldCall

application (don’t click, just touch), hit the menu button, and click

Disable Compatibility Mode.

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Menus and context action on various BlackBerry devices

FieldCall supports all classes of BlackBerry devices (**)

, Touch Screen,

Trackball/Trackpad and Trackwheel:

Touch Screen Trackball/ Trackwheel Trackpad To bring up the screen’s full menu: Use the BlackBerry menu button

on Touch Screen and Trackball/Trackpad devices. Use the

Trackwheel on older devices. This will always bring up the screen’s

full menu.

Context action: Whenever there is a context action

(***) available

(usually on screens where a list is displayed), touch and click the

screen on Touch Screen devices, click the trackball/trackpad on

Trackball/Trackpad devices. The context action is performed. For

example, from the main screen shown above, touching and clicking on

a Touch Screen device or clicking the trackball/trackpad on a

Trackball/Trackpad device would be equivalent to opening the menu

and selecting Details… If there is no context action available, this will

bring up the screen’s full menu.

** BlackBerry OS version 4.0, Bluetooth-capable are the minimum requirements.

*** Context action is the default action that would occur if you opened the menu and

then chose the default-selected item on the menu. It saves you one touch or click.

Note: Context action is not available on Trackwheel devices.

IMPORTANT NOTE: Any lists and dialog boxes where the full text of the list item

can be viewed with the ‘D’ key, this functionality is also available through the

BlackBerry menu button on both Touch Screen and Trackball/Trackpad devices.

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Configure FieldCall on the BlackBerry

Disconnect your BlackBerry, and run the FieldCall application. You

will have this screen:

On the menu choose Preferences. The following screen is shown:

The area of the screen that says “Ready” in the example above is the

message area. The message area is used to communicate information

about program status. For example, when FieldCall is

sending/receiving a request over the wireless, the message area will

change to “Requesting…”

If you wish to use FieldCall on a trial basis, leave the Licence key set to TRIAL.

You will have 10 days of full functionality trial usage from the time you first ran

FieldCall on your BlackBerry. Licence keys can be purchased from Mpowered.

Individual or Site licences are available.

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The other defaults need to be edited. For example:

The Base URL needs to have the name of your Cold Fusion server in

place of www.mycity.ca in the above example.

Once you have entered the Base URL, User ID, WC Password and

DSN; choose the Authenticate option on the menu. This will validate

the information you entered, and show “Authenticated!” if all is well:

When you click OK, your preferences will automatically be saved, and

the system will automatically reload the Main screen.

The authenticate process will attempt to let you know what is wrong

with your preferences. For example, if the URL is wrong (response

code 404):

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Loading Calls on the BlackBerry

Once you have authenticated and saved your preferences, you can use

the Refresh Calls menu option to load up your Calls:

OK in the message area indicates success!

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Upgrading from a previous version

1. Upgrade all handhelds and the Coldfusion server with the new 7.20.00

versions of code!

2. Run the following SQL using a system DBA account:

grant select on tempestv_security_all to mpoweredweb;

General upgrade notes All releases and patches are cumulative and include fixes from previous updates.

FieldCall is integrated with Tempest, and may or may not require maintenance as

Tempest releases major versions and patches as described below.

Major releases

A major release of FieldCall (FC) will coincide with a major Tempest release, that is,

when any of the first 3 digits of a release change, e.g. 71900 to 72000. You must

(and can only) upgrade FC when you have upgraded the underlying database in order

to continue using FC. (You will need new licence keys from Mpowered at each

major release, which will be automatically shipped to you.) All major releases are

full (i.e. cumulative), i.e. all Device and Coldfusion programs/modules are released

as a full package, and will usually require upgrading all handhelds and the

Coldfusion server with the new versions of code. After every major release, run the

SQL in Step 2 above using a system DBA account.

Patch releases

When any of the last 2 digits of a FieldCall release change, e.g. 72000 to 72001, this

is known as a patch release. Mpowered does not synchronize these patches with

Tempest. In other words, when Tempest releases a patch, there will not necessarily

be a corresponding patch release by Mpowered. Mpowered releases patches in order

to fix bugs and/or introduce new features. All patch releases are full (i.e.

cumulative), i.e. all Blackberry and Coldfusion programs/modules are released as a

full package, and will usually require upgrading all handhelds and the Coldfusion

server with the new versions of code. After every patch release, run the SQL in Step

2 above using a system DBA account.

Testing releases/upgrades

Clients may wish to test releases before going into production. This can be

accomplished by setting up an …\mpowered\fieldcall\test subdirectory on the Web

server and loading patches/release CFMs to this directory. Load the new .cod file to

the testing Blackberry and point its Base URL to the test directory, and DSN to the

Test database DSN. Once testing is complete, the CFMs can be moved to the

…\mpowered\fieldcall subdirectory, and all of the handhelds can have the .cod file

upgraded.