The COM System Administrator Guide is intended for staff who are responsible for installing and configuring COM at client sites.

Service Shell configuration information is saved in text files called profile files. A profile file must include the following information:

The Trapeze Service Shell, Client Shell, and Schedule Server are available as 64-bit or 32-bit applications. 64-bit application versions take advantage of the memory addressing and processing power of 64-bit machines and must connect to the database using 64-bit ODBC drivers.

To configure the Client Shell, you must specify screen modules, or plug-ins, to load in the Client Shell including directory information. Each module contains functionality for a specific Trapeze application.

You can use command line switches when starting the Client Shell from a command line. You can also include switches in Windows shortcuts for launching the Client shell.

All the login information is stored in the registry for each profile.

The COM Daily Operations context property allows COM to access data from third party Operations and Dispatch systems.

Once COM has been installed, the appropriate COM context properties must be defined to allow it to receive customer feedback and record the actions taken to resolve the feedback.

Setting formats determines how specific information appears in COM.

You can set properties to manage the number of records that are shown when you perform a search on some COM screens.

The following table explains the context properties that you can set to manage the appearance of the Client Shell screen.

You can apply additional context properties to email messages and Formletter.

Mail merge is typically used for mass mailing where a document is merged with the list of names and addresses of the people to whom the document is sent.

The EMail properties allow you to send email messages using SMTP (Simple Mail Transfer Protocol ) to the appropriate person or group, for example, an investigator.

The Attachment context properties apply to attachments to COM and COM-Web records.

The following context properties are used to configure COM and OPS integration:

The following context properties must be configured to enable COM to access TransitMaster data:

The EAM Integration properties allow COM to initiate a service request directly to the EAM system. The properties are shared with OPS and are in the EAM Integration context properties folder.

Notification Services is a service that allows COM to accept data and generate, format, and deliver timely and personalized information securely by email to users.

User security can be turned off when troubleshooting.

When creating a user, you can specify which functionality the user can access by specifying security rights and by adding users to groups from which they can inherit permissions.

You can create, modify, and delete user groups that specify which functionality that group members can access by defining security rights and by adding groups to other groups from which they can inherit permissions.

You can assign users to groups, and you can assign groups to other groups.

Password policies the system must enforce can be defined in the Properties screen.

Security rights in Trapeze are managed using permission keys.

The COM security keys are tasks users in the system can be given access to or restricted from.

The COM security keys for Ancillary Data are properties users in the system can be given access to or restricted from editing and viewing.

COM allows you to customize each ancillary data screen according to your needs.

The Communication Modes screen allows you to define the methods through which feedback may be received and sent.

COM History allows you to track deletions, insertions, and updates in COM made at the database level in the COM Representative, COM Investigator, and ancillary data screens

The Communication Modes allow you to define the methods through which feedback may be received and sent in the COM Representative and COM Investigator screens.

The COM Notifications screen allows you to view information on notifications such as email messages, form letters, IVR messages, and spooled batch printouts.

ComStates refer to the state or condition of a specific feedback based on the actions performed by various employees while completing a workflow in order to resolve an issue or respond to feedback.

ComWorkFlow refers to workflows, which are sets of tasks or actions performed by various employees at the transit site in order to resolve an issue or respond to feedback.

The Departments screen allows you to define all departments in each division at your transit site.

The Distribution List screen allows you to define groups of employees to which email messages concerning specific feedback are to be sent.

A division is the geographic or revenue area served by a specific number of Full and/or Part-time Operators.

Email messages sent from COM are automatically logged on the system.

The Feedback Priorities screen allows you to define levels of priorities and specify a time period for resolution to each priority.

The Feedback Responsibilities screen provides an alternative method of assigning work in the Investigators screen, allowing you to define the departments and/or individuals responsible for specific types of feedback.

The Feedback Types screen allows you to classify all types of feedback that you may receive. These types are the categories under which Feedback Subtypes are classified.

Feedback subtypes are types of feedback classified within Feedback types. When you type feedback in the COM Representative or COM Investigator screen, you can classify the feedback using predefined Feedback types and Feedback subtypes.

The Report Groups screen allows you to define groups for categorizing feedback subtypes.

The Investigators screen allows you to define the names and information of individuals at the transit site who are responsible for reviewing and investigating customer feedback.

The Investigator Action Types screen allows you to define all possible actions that the investigators may perform to address different types of feedback.

The Registered Users screen shows the list of clients who are recorded in the system.

Financial penalties refer to the payment required resulting from failure to perform an action or not complying with certain standards of performance, It may also be imposed to deter actions that negatively affect the achievement of required standards of performance.

Titles are forms of addresses added to the surnames or full names of clients, typically used when corresponding with clients as a form of respect.

The Transportation Modes screen allows you to identify the vehicles at your site.

If your transit site uses other Trapeze applications, you can list them in the Trapeze Applications ancillary data screen.

You can view and configure how fields of a selected table are displayed on the screen in the Screen Information screen.

The following table describes the parameters (shown as column headers) in the Screen Information screen. The values that you type or select from the drop-down lists determine how users will be able to work on the fields in the COM screens.

The Screen Information screen is useful in adding fields from a COM table that you want to view in any of the COM screens.

You can edit the display parameters of COM fields in the Screen Information screen.

You can sort columns on the COM screen to view information in the order you wish.

You can add extra fields to the COM Representative and COM Investigator screens.

You can enable from letters that are used to reply to feedback in the COM application.

The procedure for printing or sending form letters to clients is similar to sending email messages to clients regarding their feedback.

Fill in the appropriate fields in the Correspondence dialog box, if you selected Email? to send a form letter as an email message to a client regarding their feedback.

The COM properties that apply to Form letters determine how the application configures Form letters based on your needs.

When creating COM form letters in Microsoft® Word, you can use the Mail Merge feature. This section describes the steps in creating a COM form letter template with mail merge.

To prevent generating large rtf files after merging form letters, you must activate the Email and Formletter/Allow user to modify Formletter context property and perform the following procedure.

Templates are documents with previously developed formats, they are used to create new documents without creating new formatting each time a standard document is required.