Welcome to the August 2007 issue of “HEATWave,” the monthly newsletter created especially for users of the FrontRange IT Service Management solutions family, including HEAT® Service & Support™, FrontRange™ IT Service Management and FrontRange™ Voice. To read the articles that interest you, just click on the links below. You can also access current and past issues of HEATWave online.

For your convenience, HEATwave is organized according to topic areas. Just click on a headline to be taken to that section.

Create Text Files from Two Locations – With One Instance of Auto Ticket Generator

To save time, you can run two “Create Ticket” text file modules from the same machine looking at two different directories.

Follow these simple directions to process text files from two different directories using one instance of Auto Ticket Generator (ATG):

1. Create the first .tkt definition pointing to the first directory.
2. Save and close this .tkt.
3. Create the second .tkt definition pointing to the second directory.
4. Save and close this .tkt.
5. Open both .tkt modules from the file menu in ATG.
6. Select each module and start them individually.

You should now be able to run text files from different directories with one step in ATG.

Find Call Tickets Linked to HEATBoard Issues

How do you find all call tickets linked to a specific HEATBoard issue? Run the following Call Group criteria to return all CallIDs linked to the entered HEATBoard issue number:

{CallLog.CallID} in (select CallID from HEATHot where HOTNAME like '%' + @Prompt('Enter HEATBoard Issue Number'))

Learn tips and tricks from fellow HEAT users in free HEAT User Groups (HUGS) in cities nationwide. To stay updated on HUGS near you, visit www.frontrange.com/hug.

New York, NY
Thursday, August 16, 2007

Overland Park, KS
Thursday, September 6, 2007

Atlanta, GA
Tuesday, September 11, 2007

Raleigh/Durham, NC
Tuesday, September 11, 2007

Denver, CO
Thursday, September 13, 2007

Houston, TX
Tuesday, September 18, 2007

Irvine, CA
Tuesday, September 18, 2007

Oakland, CA
Wednesday, September 19, 2007

Orefield, PA
Thursday, September 27, 2007

Vancouver, BC
Wednesday, October 10, 2007

Arlington, VA
Tuesday, October 9, 2007

Baltimore, MD
Wednesday, October 10, 2007

For times and locations for all HUGs, visit http://www.frontrange.com/Company/ListEvent.aspx?ccid=124.

Army LandWarNet Conference 2007

The 2007 LandWarNet Conference is the premier forum to bring government and industry together to openly communicate commercial best business practices and government implementations. Formerly known as the DOIM/AKM Conference, in 2007 LandWarNet will encompass both the DOIM and AKM focus, plus a Tactical-Operational Signal component has been added.

Tuesday, August 21-Thursday, August 23, 2007
5:00 PM - 3:00 PM Eastern
Broward County Convention Center

itSMF USA Conference – Charlotte, NC, Sept. 16-19

itSMF USA Fusion 07 provides all the educational opportunities and informative presentations you have come to expect from the itSMF USA Conference. But the 7th Annual Conference offers much more, including expanded networking, desirable speakers, improved event organization, and a new event management team. With the guidance and expertise of itSMF backing the conference, IT professionals will come together under one roof to help unify the ever-evolving industry of IT service management.

The itSMF USA Conference & Expo is the only non-profit, unbiased conference designed specifically for you by itSMF, the global authority on IT service management.

Sunday, September 16, 2007 to Thursday, September 19, 2007
8:00 AM - 12:00 PM Eastern
CharlotteConvention Center

HEAT Service & Support

Simply Powerful HELP DESK Automation Series
Customers and prospects learn how automating HEAT can immediately increase a help desk’s daily effectiveness in our webinar series.

Issue Management
Develop a proactive IT strategy by effectively enabling your Help Desk. Learn how FrontRange Solutions’ HEAT issue management could immediately impact the effectiveness of your Help Desk performance.

Wednesday, September 12, 2007
11:00 AM - 12:00 PM Pacific

Help Desk Automation
Customers and prospects learn how automating HEAT can immediately increase their help desk’s daily effectiveness. Register Now for Part Five: Putting it all Together in FrontRange Solutions’ five-part educational webinar series on increasing help desk performance through automation.

Tuesday, August 21, 2007
11:00 AM - 12:00 PM Pacific

IT Service Management

The Next Generation Service Desk!
Transform your current IT Help Desk into The Next Generation Service Desk. Learn how you can capture and aggregate the necessary knowledge about your service capabilities and current processes to allow your IT staff to automate operations – enabling you to reduce costs, enhance service delivery, and increase customer satisfaction.

Wednesday, August 15, 2007
11:00 AM - 12:00 PM Pacific

IT Service Management LIVE!
Develop an ITIL-based service management strategy by aligning IT services with your company’s business needs. See a LIVE demonstration of FrontRange Solution’s ITSM Service Management product, and learn how ITSM could help your company increase ROI and maintain compliance through Business and IT alignment.

Tuesday, September 11, 2007
11:00 AM - 12:00 PM Pacific

FrontRange Voice

FrontRange Voice for Premium Service
Achieve new levels of efficiency and customer satisfaction with FrontRange Voice – Integrated Call Center Application. Learn how FrontRange Voice integrates IP business phone systems, IP telephony and advanced contact center software solutions, improving customer relations cost-effectively.

Wednesday’s the day to learn more about FrontRange Voice. Join us for an upcoming webinar.

Wednesday, August 15, 2007
11:00 AM - 12:00 PM Pacific

Wednesday, August 22, 2007
11:00 AM - 12:00 PM Pacific

Wednesday, August 29, 2007
11:00 AM - 12:00 PM Pacific

Redefining Premium Service with Voice Automation for Health Care Institutions
Achieve new levels of efficiency and customer satisfaction with FrontRange Voice for health care institutions. Using integrated voice with a service desk application can achieve a new level of results for the delivery of premium service while providing other synergies across health care institutions.

Thursday, September 6, 2007
11:00 AM - 12:00 PM Pacific

Redefining Premium Service with Voice Automation for Educational Institutions
Learn how FrontRange Voice solutions meet the most demanding needs of educational institutions. FrontRange Voice provides the most advanced service desk and contact center solutions to deliver service to parents, students, teachers, employees and administrators.

Thursday, August 23, 2007
11:00 AM - 12:00 PM Pacific

PC Lifecycle Management

Learn about enteo Software Lifecycle Management
enteo Software offers bi-weekly webinars for those interested in learning more about PC Lifecycle Management. Webinars take place every other Thursday at 11 a.m. CDT on the following dates:

August 23

September 6

September 20

October 4

October 18

For additional information, please contact your enteo representative or Laura Wolfe at Laura.Wolfe@enteo.com.

The Electric Power Commercialization Chamber (CCEE) carries out wholesale transactions and commercialization of electric power for Brazil’s national interconnected system. Per service-level agreements (SLAs), call center agents address issues and questions regarding wholesale transactions and power commercialization – taking 2,200 calls and 4,100 e-mails and faxes in an average month.

CCEE added IP Contact Center to its existing HEAT Service & Support and realized significant improvements in its call center:

• Wait times went from 157 seconds to 16 seconds with IPCC and the hiring of two additional agents.
• With shorter hold times, the abandon rates have gone down by more than 20 percent.
• First-call resolution rates improved with more training for call center agents.
• After implementing the solution, CCEE can monitor all aspects of the call center operation and make decisions to improve it.
• CCEE minimizes the number of call center agents needed to handle increasing call volumes

Read the complete case study.

Got a success story?
Does your organization have a great success story related to using FrontRange Voice or IT Service Management? E-mail casestudy@frontrange.com with a few details. If your company agrees to participate and FrontRange selects your story to create, your best practices approaches and results will be spotlighted on the FrontRange Web site, in newsletters and possibly in the media.

Call Center Magazine Article Highlights Trends in Support

For FrontRange, customer care is on center stage. A recent article in Call Center Magazine, “Customer Support Trends Too Important to Ignore,” provides an overview of trends in how support centers keep track of customers' requests for assistance. The article mentions FrontRange Solutions for offering multimedia routing systems alongside software for tracking support requests.

Read the complete article.

East Bay Business Times Names FrontRange Solutions to “50 Fastest Growing Private Companies” List
The East Bay Business Times named FrontRange Solutions in its annual “50 Fastest Growing Private Companies” List for 2007. According to East Bay Business Times Publisher Mike Consol, FrontRange has the highest revenue on this year’s list.
“We are delighted to be included in the 50 Fastest Awards and honored to be recognized by East Bay Business Times, which is an authority on the dynamic business environment in Silicon Valley,” said FrontRange CEO Michael McCloskey. “We strive for leadership, and this award is recognition of achievement.”

Log or check on support requests any time, day or night. Visit FrontRange’s Self-Service center to submit, manage, view progress and update information on a support incident/ticket. Please check out the link below and call our Customer Care department at 800.755.2100 if you have any issues with log-ins.  http://selfservice.frontrange.com/servicemanagementweb/SelfServiceLogin.aspx

FrontRange Support Services will be closed in observance of the Labor Day holiday on Monday, September 3. During this time, you can log an incident for a support request at http://support.frontrange.com or send an e-mail to customer.support@frontrange.com. We will answer these requests the following business day in the order in which they were received. If you are experiencing a down system during this time, please utilize the after-hours paging system at (800) 755-2100. Normal business hours will resume Tuesday, September 4. Thank you for your understanding. We wish you a safe and fun holiday!

What would YOU like to see in future issues of HEATWave? We'd love your feedback. Please take a moment to drop us a line at suggestion@frontrange.com. Each issue, we will select the most frequently-requested topics and provide step-by-step answers to your questions.
E-mail us today at suggestion@frontrange.com.