CMS9 hinges around the generation and tracking of tickets. These can be physical pieces of paper which the system prints, or simply a record created to record an activity such as a telephone call. The historic basis of the system was 'Take a ticket and wait to be called', it it handled the management of visitors to Benefit Agencies and similar offices. To that end, the core system can print tickets and then generate automatic announcements and display pages to advise visitors where to go. ( The hardware for this can be seen in the Display Management System section ).
Over the years the need for a ticket printer 'front of house' has reduced due mainly to the provision of computer terminals on the front line counters. Check out the historic notes for an insight to the last 15 years of developments. ( That is due a tidy up to make it more readable ). So currently systems tend to only issue tickets were a visitor has to wait to be seen by further members of staff. In this situation, the automated call system can use text to speech and call visitors by name for a more personal touch, but where anonymity may be required, a simple ticket number is used.
The tasks package provides for two type of tasks, the traditional ticket based activity for callers to an office either physically or via the phone, and longer term tasks which may take several days to complete. Both work on the basis of 'serving' and 'waiting', only the time element varies between the two, and although 'serving' time will always record the amount of time handling of an activity takes, the waiting time will switch between seconds and days for the longer term activity. Tickets are left waiting in queues and these queus can be viewed to see who is waiting, and in addition counter locations can call tickets listed to their location.
Currently the within a day action software is available through a combination of the existing CMS9 hardware and interface software and new modules in the CMS10 tasks package. Viewing of activity history is currently available via the contacts and the nlpg packages, and all task records relating to a particular CALLER_ID or a particular UPRN can be viewed and any interest in a property can be tracked, such as multiple enquiries to the same property.