Help Desk - File Tracking™ System

TABLE OF CONTENTS Introduction                     Introduction                     Important Notes                     To check which Explorer version you are currently using                     Instructions to check browser security settings                     System Operation To Create a File Report                     Step 1                     Step 2                     Step 3                     Step 4                     Step 5                     Step 6                     Step 7                     Step 8 To Add a File Journal                     Step 1                     Step 2                     Step 3                     Step 4                     Step 5                     Step 6 To View an Image                     Step 1                     Step 2                     Step 3 Help Desk                     Help Desk To Change Login Details                     Step 1                     Step 2                     Step 3 Additional Notes                     Technical Support                     Characters that shouldn't be used                     List of Agent Report Abbreviations Introduction The system uses "php" and "xml" coding and operates by using "cookies" to store and retrieve database information. See our Internet privacy statement for information on cookies. The system is secured by 128-bit encryption hosted on a separate highly secure server, thereby protecting electronic transmissions of your information from interception. All transmissions are encrypted in any event. Each time you click on a link within the system, a new browser window will open, so you can refer back to the previous screen without losing information. Close each window once you have completed your task. This Help Desk window has opened into a new window, so you may refer to this page whilst navigating through the system. Back to top Important Notes Pop-up control program software or XP Service Pack 2 (SP2) pop-up blocking must be disabled for AusCollect™ file tracking to work. Windows XP SP2 users or Internet users with other pop-up prevention software installed will need to set their pop up window software to "enable pop-ups for this site". The method of changing other pop-up control program software settings vary, so we are unable to provide you with precise information on how to allow pop ups in your particular case - please refer to your IT support personnel if this problem exists. To ensure effective use of AusCollect™ file tracking, you must be using either Microsoft Internet Explorer Version 5.5 with an xml coding upgrade installed or Version 6. We strongly recommend using Microsoft Internet Explorer Version 6 (If you do not have Version 6, click here to download the free Microsoft upgrade. If you are unable to install the Version 6 upgrade, click here to download the free xml upgrade for Version 5.5). Browser versions older than Version 5.5 will not run the system. You must also have your Internet browser security settings set to "Medium" or lower to allow the cookies to work properly. If you have your security settings on "High", your browser may block or possibly distort the xml code and create an error message when attempting to view reports. Back to top To check which Internet Explorer version you are currently using Click on "Help" at the top of the browser. Click on "About Internet Explorer". Ensure you are using at least Version 5.5 (provided you also install the xml upgrade), as the system will not create reports without it. If not, click here for the Microsoft free download upgrade to the latest version or click here to install the xml upgrade for Version 5.5. Back to top Instructions to check browser security settings Click on "Tools" at the top of the browser. Click on "Internet Options". Click on the "Security" tab second from left at the top. Click on the Internet icon. If your setting is on "High", click on the "Default Level" button at the bottom right. Then, adjust the sliding bar at left to "Medium". Click "Apply" and then "OK" to close each screen. Back to top System Operation Essentially, you can do five things: Create a file report for viewing, copying and/or printing. Add a file note to a report (such as instructions for us to hold action etc) including logging any payments received direct to your office, thus updating the current arrears amount. View (and save to your hard drive) a digital photograph, scanned image or PDF document relevant to a job (eg: Vehicle photo, insurance currency certificate, lands title search etc). View this help file. Change your current username and password. Back to top Step 1 Click on the "Create Report" button. Back to top Step 2 Once the next screen has loaded, you will see grey shaded bars to choose from. Click anywhere within one of the grey bars (the grey colour will glow darker when your mouse cursor hovers over the bar). There are six reports to choose from: Recent Journal Entries Report (a list of recent job report entries). Document Service Report (only for finalised Process Serving jobs). Final Field Call Report (only for finalised debt recovery personal visit jobs "field calls"). Final Repossession Report (only for finalised repossession reports). Progress Report (only for other finalised jobs or progress reports on any job). Rental Report (only for finalised rental jobs). Back to top Step 3 Once the next screen has loaded, you will see a page where information can be entered prior to running the report. To select a report to view, either: Input your customer's account reference number in the light blue coloured field named "File Reference" and then tab out of that field by pressing "Tab" on your keyboard or moving the cursor by left clicking with your mouse. Then, wait for the page to reload - after a short moment, you will see the customer's name appear in the wider field on the right hand side of the page. Or, Double click with your mouse cursor inside the light blue field to bring up a list of active jobs. Then, choose the job required by clicking on the relevant bar or alternatively, if there are a large number of jobs, use the search facility at the top of the page (eg: input the customer's name). Then, wait for the page to reload - after a short moment, you will see the customer's name appear in the wider field on the right hand side of the page. Back to top Step 4 Now, in the first date field (named "Between"), choose the date range you require by manually inputting the date or by choosing a date from the calendar function by clicking on the blue "c" button to the right of the field (we recommend selecting the date you instructed us for that particular job). Back to top Step 5 Finally, click on the "Create Report" button at top. Back to top Step 6 The report is now displayed for copying or printing. Back to top Step 7 To print, click on the "Print" button. Make sure that Internet Explorer is setup correctly to print. To setup your browser, open up any Internet Explorer window and click the "File" menu. Then select "Page Setup…". Setup the Page as shown in the diagram below. Pay careful attention that both the Header and Footer are set to blank and that all Margins are set to 3. Back to top Step 8 To copy, right click anywhere on the page and choose "Select all". Then, right click with the mouse cursor hovering over the highlighted text and choose "Copy". Back to top Step 1 Click on the "Add File Journal" button. Back to top Step 2 Once the next screen has loaded, click on the "Add Record" button at the top right. Back to top Step 3 Choose the required job in the same way as in creating a report above. Input your customer's account reference number in the light blue coloured field named "File Reference" and then tab out of that field by pressing "Tab" on your keyboard or moving the cursor by left clicking with your mouse. Then, wait for the page to reload - after a short moment, you will see the customer's name appear in the wider field on the right hand side of the page. Or, Double click with your mouse cursor inside the light blue field to bring up a list of active jobs. Then, choose the job required by clicking on the relevant bar or alternatively, if there are a large number of jobs, use the search facility at the top of the page (eg: input the customer's name). Then, wait for the page to reload - after a short moment, you will see the customer's name appear in the wider field on the right hand side of the page. Back to top Step 4 Enter your file notes in the "note" field. Back to top Step 5 Enter any payments received on the file, if relevant in the "Collected" field. Back to top Step 6 Click on the "Save Record" button at top middle. The file note is added. NOTE: Once you have clicked on "Save Record", the page will reload allowing you a final opportunity to make any changes. However, once you have closed this window, the file note you added cannot be reversed or changed. If you have made a mistake, you will need to add another file note or contact us on 1300 799 040 to have it deleted. Back to top Step 1 Click on the "View Images" button from the main menu. Back to top Step 2 On the next screen you will see an image file list in date order. To access recently loaded images, click on the file description bar, relevant file name or reference number at the top of the list. To access archived images, use the search facility at the page top by entering your file reference number or a word in one or more of the search fields (up to three) and then pressing "Enter" on your keyboard or by clicking on the "Filter" button at the top of page right. You may use any criteria to search (eg: Reference number, subject's name, image description etc). Then, once the filtered list has loaded, click on the relevant file you wish to view. NOTE: As image files take up a lot of server space, those older than 3 months are removed from the server and stored on a local hard drive. If you are searching for images older than 3 months and you find they cannot be viewed please contact us on 1300 799 040 to restore the images or have them emailed to you. All images remain the property of National Recoveries & Investigations (NRI) Pty Ltd and are provided to the client at our discretion (unless we have a contract with you stating otherwise). Back to top Step 3 Then, click on the "View Image" button. The image will open up in a new browser window for viewing and/or saving, so if you wish to view more images, close the open browser window and click on another grey bar. Back to top Help Desk To view this help file click on the "Help Desk" button. Back to top Step 1 To change your username and password click on the "Change Login Details" button. Back to top Step 2 Once the next screen has loaded, you will see a page named "Passwords" at the top left. Click anywhere within the grey bar containing your details. Back to top Step 3 Once the next screen has loaded, you can enter in you new details. Enter in you new username in the place marked "User Name". Note that you cannot enter in a username used by another user. You will receive a warning message if you do. Enter in your new password. You must then click on "Save Record" and wait for the page to reload in order to complete the change. Back to top Technical Support Should you experience any abnormal error messages or difficulties, please contact us for rectification on 1300 799 040 or email your query. Back to top Characters that shouldn't be used IMPORTANT NOTE: Due to the type of coding used to operate the system, on some rare occasions error messages will be generated by the use of unusual text character sequences when attempting to create a report. Therefore, you should avoid over use of commas & hyphens etc when adding file notes, as the system may interpret these as code and generate an error message. Back to top List of Agent Report Abbreviations AOS Att bor BUTD cust DTMS enq's ES ESUMM EWP f/addr g/addr h/addr IS ISUMM LKA LKE LMTC LTO NAD NAH PD PO Re-att repo ROS sec S/W TBA tel veh w/addr WOA WOC WOS arrest on sight attended borrower bring up to date customer phone disk (Desk Top Marketing System) enquiries examination summons examination summons electronic white pages file address given address customer's home address investigation summons investigation summons last known address last known employment left message to call lands title office Name & Address Database not at home phone disk post office re-attended repossession repossess on sight vehicle security spoke with to be advised telephone number vehicle customer's employment address warrant of arrest warrant of commitment warrant of sale Back to top