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Whats New in This Edition
The following changes and additional features have been documented in this version 19 edition of the COM User Guide.
Trapeze COM is a user-friendly and versatile application that is designed to perform the following functions:
Types of COM Users
COM has two general types of users:
Levels of Access
The level of access to specific screens and functionality assigned to each user depends on the transit site’s policies and practices.
About This Guide
The COM User Guide provides detailed step-by-step instructions on COM features and functions. It is not intended to answer complex or site-specific questions. For specific questions or problems, contact your Trapeze representative.
Resources for Software Maintenance
You can access additional technical assistance from the Trapeze community forum and at the Think Transit Conference.
Depending on the password policies at your site, you may be prompted to change your password when logging on to the system. You can also change your password after you log on to the system.
Logging Out of COM
It is important to exit from the system properly. Failure to do so could lead to the corruption of the database. Never switch off the power button until you have exited from the system correctly.
All screens sort information in a manner set by default.
Sort Options
You can sort information, for example, ID numbers and names, alphabetically or numerically in the grids.
Restoring the Sort Order
If you have changed the sort order, you can restore the order back to the default.
Performing Advanced Sorting
You can sort by multiple fields, in opposite directions (ascending and descending).
About Quick Sorting
You can sort the data in a grid with the Quick Sort feature.
Finding Information in the Grids of the COM Investigator Screen
The Find feature allows the system to search individual columns (fields) in the grid.
You can preview the data to be printed and print from COM screens such as the COM Investigator and COM Representative screens.
Changing Page Setup and Orientation
You can change the page setup and orientation of the COM screens using the Page Setup and Print Setup dialog boxes.
Printing Feedback in the COM Investigator Screen
You can print a list of the feedback records.
A workspace refers to the user interface that contains the features such as menu options and commands that allow you to perform tasks based on your security permissions.
Types of Workspaces
The following table describes the types of workspaces.
Basic Components of a Workspace
The following graphic shows the COM Investigator screen, which illustrates the typical components of a workspace.
About Workspace Access Policy
When your transit site sets a policy defining the use of private and shared workspaces, it is up to the system administrator to maintain Trapeze6 in accordance with that policy. The policy may define which users may or may not be given access to certain functions throughout COM.
Opening Workspaces
You can open workspaces using the Load Workspace dialog box or the Workspace shortcut menu.
Standard Toolbar Options
The following table describes the commands in the COM standard toolbar:
COM Representative Screen Toolbar
The following table lists descriptions of the commands on the COM Representative screen toolbar.
COM Investigator Screen Toolbar
The following table shows the descriptions of the commands on the COM Investigator screen toolbar.
Creating Private Workspaces
You can configure a workspace according to your specific requirements, for example, display only the menus and commands that you use, and then save it as your private workspace.
About Customizing the Appearance of the Workspace
You can change the appearance of your workspace by changing the position of or resizing your workspace elements such as toolbars and screens as well as adjusting the zoom level.
About Source Workspaces
You can update your existing workspace layout with a source workspace when you upgrade your COM version using the Workspace Layout Manager. The source workspace may be an exported workspace or a workspace that is locally stored in the database.
Once ancillary data and system properties have been defined to suit the needs of your transit site, you can record customer feedback in COM using the COM Representative screen.
About the Components of the COM Representative Screen
The following graphic shows a sample COM Representative screen. The fields shown may be different from those in your workstation. Your transit site requirements determine the fields and tabs included in the screen.
Opening the COM Representative Screen
You can open the COM Representative through the Launchpad or Task menu.
Selecting Input Fields for the COM Representative Screen
You can set the input fields for the COM Representative screen in the Customize dialog box.
Navigating in the COM Representative Screen
You can use the COM Representative screen to view the records that are entered and saved during the current session.
About Feedback in COM Representative Screen
The COM Representative screen is designed to accommodate circumstances when a feedback record can include more than one subject, relate to a specific service (fixed route, demand response), or refer to multiple transit experiences.
Searching for Feedback in the COM Representative Screen
You can search for feedback with the Find Feedback feature in the COM Representative screen. (This procedure is also know as setting the context in the COM Representative screen.)
Searching for Customer Records
In some cases, a customer may have previously sent in a complaint or commendation and wishes to add information to the previous matter or a separate subject. COM allows you to look up the customer’s record and append additional information to the record.
Registering New Users
After determining that a customer is not registered in your system, it may be necessary to create a record for him or her for future reference.
Use the COM Investigator screen to record the actions taken on the feedback received in the system.
Components of the COM Investigator Screen
The COM Investigator screen appears in a format set as the default.
Opening the COM Investigator Screen
You can open the COM Investigator screen to record the actions taken on the feedback received in the system.
Input Fields in the COM Investigator Screen
The majority of the feedback information displayed in the COM Investigator screen is filled in with information from the COM Representative screen.
Searching for Feedback in the COM Investigator Screen
You can search for feedback using multiple filters using the Context dialog box. (This procedure is also known as setting the context in the COM Investigator screen.)
Adding Feedback in COM Investigator Screen
Although input is generally received into the system through the COM Representative screen, you can enter a new feedback entry in the COM Investigator screen.
Cloning Feedback in COM Investigator Screen
You can replicate information from one feedback entry to a new feedback entry.
Editing Feedback in the COM Investigator Screen
In the COM Investigator screen, if the feedback has more than one subject, highlight the subject you want to edit in the Subject pane.
Deleting Feedback in the COM Investigator Screen
You can delete feedback records that are no longer required or that are duplicates.
Recording Actions
When you create a feedback entry, an action record is simultaneously created.
Files that are attached to feedback are typically copies of the letters received from or sent to clients. You can attach files to feedback records in the COM Representative or COM Investigator screen.
Opening Attachments
You can open the existing attachments from a feedback record.
Removing Attachments
You can remove an existing attachment from a feedback record.
Determining Number of Attachments
The COM Investigator screen shows the number of attachments of a subject in the Subject pane.
You can send feedback details by email directly from the COM Representative and COM Investigator screens to other parties.
Selecting Groups from Distribution List
Instead of entering individual email addresses, you can choose individuals or groups of individuals from investigator or distribution lists.
Selecting Individuals or Investigator Groups
Instead of entering individual email addresses, you can choose individuals or groups of individuals from the Investigators lists.
If your transit site also uses Trapeze FX, PASS, and/or OPS, use the Investigation Tool to retrieve additional data from the databases used by these applications. The Investigation Tool can be accessed from both the COM Representative and COM Investigator screens.
About the Investigation Tool for Fixed Route
The Investigation Tool helps you refine the search for the appropriate employee involved in an incident using filters for Fixed Route data.
About the Investigation Tool for Demand Response Data
The Investigation Tool for Demand Response is used when paratransit information is required and there is no client information available, for example, an anonymous caller reported that he or she was cut off by a paratransit vehicle.
Modifying Search
If the Investigator Tool fails to find matches, a message appears indicating that no information was found based on the input criteria. You are asked to modify your input and perform the search again.
About Logging Use of the Investigation Tool
When the Investigation Tool has been used to make changes to feedback, a record is generated by the system.
Searching for EAM Data
If there is a service request for a vehicle, COM users are able to view the items that require work referred to as symptom codes.
Incidents are events that occur during the work day that involve employees, passengers, and/or vehicles.
Creating OPS Incidents in COM
Only feedback records completed in COM can be created as OPS Incidents. Ensure all the required values are filled in or selected.
Linking OPS Incidents to COM Feedback
Incident reports that have been created in OPS can be linked to feedback records in COM. There may be details in the OPS incident reports that are relevant to a feedback record and can be helpful to whoever is investigating the feedback.
The Spell Check feature flags words in the memo or text fields that may not be spelled correctly in both the COM Representative and COM Investigator screens.
Using Spell Check (When Not Activated)
The system checks the spelling in fields when Spell Check is not activated.
Correcting Misspelled Words
Select the appropriate option to resolve the spelling errors that may be shown when you run Spell Check.
Keystroke Shortcuts
Keyboard shortcuts are useful in Trapeze6. They are an alternative to using the mouse to access commands on your screen.