TOPS Motor Club

Teresa Herman

Modified on: Mon, 5 Aug, 2024 at 2:29 PM

In this article:

Overview
Account Login
Dispatch To Do Process
Dispatch History
Filters
Notifications
Future Requested Date
Service Provider Initiated Requests
Reports

This application is accessed through your My Account portal through the TOPS website. Login using your TOPS ID and click on the TOPS Motor Club Icon. The application will open in a second browser window.

Motor Club Application Overview:

Account Management: Within the Account dropdown you will be able to manage each of your Motor Club Provider Id Accounts. You will have the ability to login/ logout of each account individually or login/logout of all accounts at one time.
Motor Club Main Menu: The icons within this menu system will give you the option of viewing your Motor Club Settings, changing your product view, viewing your user settings and logging out of the motor club application. Note: Logging out of the Application is not the same as logging off the Account Provider Id’s.
Dispatch To Do: Your incoming calls will display within this area. You can view information about these calls and decide to Accept, Reject, Request Call or Force Expiration. View details by double-clicking the call.
To Do & History Settings: Within each of the To Do & History areas you have the option to search, make settings changes, (including defining the columns of data you will see) and downloading data displayed in the grid.
Messages: Messages about Motor Club calls will display in this pull-out window.
Dispatch History: Once a call has been Accepted, Rejected, Requested a Call or Forced Expire it will display within this area.
Pagination, Filtering & Refresh: Within each of the To Do & History areas you will have pagination buttons to allow you to page through your calls. You will also have the ability to setup custom filters to filter your call view. The refresh icon will refresh the call listing.

fig. 1

Next make sure to login to all of your Provider Id Accounts by clicking the “Login All” button (fig. 2). When the Red/Green icon turns green, all Provider id’s are logged in. You can Click the refresh icon to update this status. Clicking the Accounts button will show the detail associated with the Provider Logon / Logoff. An Orange icon next to the Provider id indicates there is a problem with the Logon / Logoff process.

fig. 2

You also have the ability to login/logout to specific Motor Club accounts. If you currently have a Tow in process, you will be unable to log out of that Motor Club Account.

Dispatch To Do Process:
When a call comes into the Motor Club Application you will hear an audible siren alert. At this time, you will see the Expires (Secs) field counting down how many seconds you have to set your action for this call (This time may vary depending upon what each provider allows). You can access the Actions from the TODO grid or by double clicking the call and clicking the Actions icon within the detail.

Click on the Actions icon (fig. 3) to Accept, Reject, Request Call or Force Expiration of the job. You will see a popup box displaying your options available (fig. 4). Fill out the information required for the action you would like to complete.

fig. 3

fig. 4

Accept: You must provide an ETA, ETD, ETA Explanation (is only required if your ETA value is outside the accepted ETA window), Contact Name & Contact Phone (we pre-fill out the Contact Name & Contact Phone values for you) (fig. 5).

fig. 5

Reject: You must provide an Reason, Contact Name & Contact Phone (we pre-fill out the Contact Name & Contact Phone values for you) (fig. 6).

fig.6

Request Call: You must provide Remarks, Contact Name & Contact Phone (we pre-fill out the Contact Name & Contact Phone values for you) (fig. 7).

fig. 7

Force Expiration: Is only needed if we do not receive a response from the Motor Club and you need remove the call from the TODO section. You must provide a Reason. The explanation “Expiration Forced Because Motor Club Never Responded to Request “ is prepopulated into the field but you have the ability to change if needed (fig. 8).

fig. 8

Dispatch History:
Once an action has been applied to a call and the Motor Club responds the call will then move to the Dispatch History section.

Filters:
Both To Do & History sections give you the ability to set custom filters. To set a filter click the filter icon (fig. 9). If the filter icon is an orange color that means that a filter has been set (fig.10).

fig. 9

fig. 10

The Filter popup window will display allowing you to build your custom filter. To create a filter you will select an option in the Field drop-down list.

Once your field option has been selected a blue magnifying glass will then appear next to the field list. Click on the magnifying glass icon and select your option. Click the Save button and your filter Operator and Value fields will be populated for you. If you are happy with your filter setup click the “Add” button to add your filter. You will now see your filter written out as a statement just above the cancel button. Next click “Save”.

To remove a filter option either click the “Remove All” button in the filter header row or click the red (x) icon next to the specific filter you would like to remove.

Note: Filters are not required. We don’t specifically see a need for a filter in the TODO section but highly recommend filtering the History to Last Update is Today or Last Update is Last 6 or 12 hours.

Notifications:
Enabling Notifications for TOPS motor club will allow the following:

Instant Pop-up notifications when jobs and messages are received from motor clubs
Instant TOPS motor club Grid refresh when jobs and messages are received from motor clubs

Upon logging into TOPS Motor Club the first time, your browser will present a dialog box asking if you would like to Motor Club notifications.

The new plug icon in the blue header bar takes the user to the Notifications and Subscriptions setup page.

If the plug icon is green the computer is connected to the Notifications service. If the icon is red, the computer is not connected to the Notifications service.

Digital Transcript:
For non-digitally originated dispatches (Example – via phone call or IVR), we now support the ability to receive the details of the job through TOPS motor club and push them directly into TOPS without the need to respond since you have previously approved the job verbally. The Transcript job will be received in the Dispatch TODO section where users can use the actions button to push the job to TOPS or choose to Ignore it if the call was previous entered in TOPS. NOTE: The preferred method is to “Create TOPS Call” with the transcript as opposed to manually entering the call. Manually entered calls do not update status back to the motor club.

Future Requested Date:
These are appointment calls from the motor club. Your ETA response to the motor club should reference the Future Request time and be a very small number since you are responding to an appointment time in the future. When you receive a call with an appointment time, the motor club is expecting you to arrive at that time. An appropriate ETA response should be a small number of minutes (since 0 is not recognized).

If a job request has a Future Request Date, you will see this in the Job Tasks section of the call.

This appointment time will transfer directly into the Appointment field in TOPS. This TOPS call will now behave as all other appointment calls in TOPS.

Service Provider Initiated Requests:
These are call level messages the Provider can send to the motor club.

You see these new message types by clicking on the Actions button associated with the call.

Note: This list of Provider Initiated request is fluid and not applicable to all clubs. Use the above as a guide and users can see what is available from a club standpoint by clicking the Actions icon for a job being worked.

Reports:
With the appropriate security access, users can run reports from the Reports menu item.

Call History – offers a full history of calls for a date range
Cancel / Rejects – offers canceled or rejected calls for a date range.

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