WorkTRAKRSM Frequently Asked Questions How Does My Cell Phone Call Capture Work? How Does WorkTRAKR Capture Office Phone Calls? How Does WorkTRAKR Capture emails? Can I Control What It Captures? Who Can See My Calls and emails? How does WorkTRAKR know about our Timekeepers, Contacts And Cases/Matters? What do Administrators do? How Does Billable Time Get Into the Billing System? Is WorkTRAKR Secure? How Do I Find Out If My Legal Software Is A WorkTRAKR Partner And What Do I Do If It Isn't? How Do I set up and learn how to use WorkTRAKR? How Do I Use WorkTRAKR to Create Billing Tickets? How Do I Know If Records Have Been Exported For Billing? How Can I Manage My Calls to Make Sure I Get The Results I Want? What If I Forget? How Does My Cell Phone Call Capture Work? After signup, one of the first things you do is download and install WorkTRAKR software on your Blackberry, Windows Mobile, or Palm cell phone (coming soon). You then use your cell phone just as you normally would. Our software operates quietly in the background and automatically captures information about inbound and outbound calls. The default setting for WorkTRAKR is to pop a window at the end of each call with information on the call just completed and suggestions on call type, client/matter code and billable time. You can accept this information or revise it on a per call basis. Since cell phones are often used for personal calls too, you can quickly mark calls as personal and from that point forward, these numbers are omitted from reporting. You can also delete immediately any call record from WorkTRAKR and it will not be included in any of the reports. If you're busy and need to get to the next call, simply click the Done button or your phone's End key and the call detail record is retained where you can later either append the necessary billing data or have an assistant do that for you. How Does WorkTRAKR Capture Office Phone Calls? WorkTRAKR installs software on a server in your office and integrates that with you phone system. This software integrates with 250 plus phone systems so it is likely that your phone system is supported. WorkTRAKR maps each extension to the applicable WorkTRAKR subscriber and tracks inbound and outbound calls from each extension on a near real time basis. The call information is processed by the WorkTRAKR software, contact information is linked to the call detail records, and is included in your Communications Log. Records from extensions not using WorkTRAKR are maintained in a call detail record archive and maintained for 180 days. Users receive this data automatically into their Communication Log. To complete the calls for billing submission requires a WorkTRAKR user to access the portal, review the record and include any additional information required, and complete the Assignment Process. How Does WorkTRAKR Capture emails? WorkTRAKR users frequently read and send e-mails from Microsoft Outlook on a PC or laptop and from their smart phones (Blackberry, Windows Mobile, and Treo). When you install WorkTRAKR software on your cell phone, WorkTRAKR not only creates call detail records for inclusion in your Communications Log but also captures e-mails sent and received. You also download WorkTRAKR software to your personal computer, home computer, or laptop (anywhere you use Microsoft Outlook) and it then captures e-mail from those devices as well. WorkTRAKR analyzes each e-mail to avoid sending spam and non-business type e-mail to your Communications Log. Like any other record in your Communications Log, an event can be adjusted for preparation time and post processing time with a simple entry to make it ready for billing. Can I Control What It Captures? For cell phone calling, most users opt for a quick screen pop at the end of each call where the call record can be completed for billing. The first option is to mark the call by the proper type: Business - Billable Business - Not Billable Business - No Charge Memo - Always Memo - This Event Personal - Always Personal - This Event Ignore - Always Ignore - This Event If you mark a call always personal for example, a call from a spouse, this call detail record will not be created and you will no longer be prompted after the call for processing. These events are not recorded in the Communications Log. For desk phone calls, you must go to your portal to assign the proper information for each call record and if have a personal call, for example, you can mark that call always personal and any future call will not be included in any reports. You can also delete/ignore any call both from a cell phone or in the portal. E-mail works similarly to phone calling with the same major communications event types possible. The same logic for personal e-mails is followed consistent with cell phone calling. Who Can See My Calls and emails? Each user has full control over their calls and e-mails and only records that have been fully "assigned" and ready for export to the billing system show completed detail to the administrator level user. Administrators can review overall activity reports that show total business and memo coded calls and e-mails and the status of those records for billing. Personal and deleted communications events are not visible. How does WorkTRAKR know about our Timekeepers, Contacts And Cases/Matters? If your firm uses a legal practice management software supported by WorkTRAKR, this step is performed automatically by WorkTRAKR at set up and is updated daily (or more frequently if performed by an administrator). For any user, however, you can reasonably quickly manage the set up of a data file used by WorkTRAKR. It is really pretty simple: You input them into WorkTRAKR. Using the online portal you can either enter them manually, import a .csv file extracted from your case/matter management system or, if you use software from one of our legal software partners, specify that your information be automatically extracted and updated in WorkTRAKR without requiring any manual intervention at all. Once WorkTRAKR has this information, it watches how you assign codes to calls and remembers. Very soon, it understands your business and makes helpful suggestions that are most often correct. Of course, most users will never have to worry about any of this. You can set up as many free system administrators as you'd like. These systems administrators can perform all the routine maintenance so that it can automatically be available to all timekeepers who will then enjoy the "one click" assignments without ever needing to do any maintenance themselves. What do Administrators do? There are two useful guides provided on the web site. The first is a video overview for an administrator and second is a PDF file including similar and more detailed information. Administrators can also contact Proximiti support for assistance in set up and on-going maintenance of their WorkTRAKR service. The Administrator sets up the roster of authorized WorkTRAKR users. This includes at set up, the names, cell phone numbers, and e-mail addresses of end users. The Administrator can also set up the following: A master contact list for the firm that can include typical information found in any Outlook contact A file of client and subject matter data Manage additions, updates, and other changes to the roster file or client and subject matter data Managing exports of completed communications events for billing How Does Billable Time Get Into the Billing System? Getting call detail records and the attached billing notes into the firm's billing system can be handled in several ways. The most automated solutions are for those software companies supported directly by WorkTRAKR and this list expands monthly so check our web site to see if your package is supported. Other billing programs allow for file imports, most typically using the .csv file format. Proximiti WorkTRAKR includes a .csv export option and after the initial set up, you can keep the same configuration for future months. As a final option, billable calls can be summarized in a report to facilitate manual data entry. Is WorkTRAKR Secure? Yes. Security is a major concern for any organization. There are several areas to address with Security. The model Proximiti utilizes is largely the same as that deployed by RIM for Blackberry users of corporate e-mail. All communication links are encrypted and all data access is password controlled. The physical security in our data center far exceeds the physical security available in most legal offices. Finally, Proximiti has a stringent Confidentiality and Usage Agreement that applies for each subscriber. How Do I Find Out If My Legal Software Is A WorkTRAKR Partner And What Do I Do If It Isn't? When you begin the signup process we will ask you about your current software, tell you if it is supported and describe the integration options in your custom quote. If your software is supported, great! If not, remember WorkTRAKR works perfectly well on a standalone basis. Also, we plan to support numerous packages by the end of 2008 and we will give priority to integrating with software used by our customers. As we add partners, we will automatically inform existing customers if we have added support for one of their legal software packages. How do I set up and learn how to use WorkTRAKR? WorkTRAKR is easy to install and use, watch this video to see how: User Setup Video. There is also an on-line User Setup Guide. The process is very simple and fast The administrator provides a roster of users Each user gets an e-mail with instructions for setting up WorkTRAKR to work on their mobile phone, PC, and laptop. The user simply selects their cell phone type and network (typically AT&T , VZ, Sprint, or T-Mobile) and they receive a text message. One click and the software is instantly downloaded. A similar process is used to set up e-mail The e-mail includes links to helpful videos for almost instant training---and the entire process is highly intuitive. How Do I Use WorkTRAKR to Create Billing Tickets? WorkTRAKR has a full user guide, videos, and administrative guide explaining how to use the personal portal of a WorkTRAKR user to complete information needed about any communications event and export records into a billing system. WorkTRAKR allows the end user to code any communications event to be suitable for billing. This coding can be done in seconds and is much more efficient than hand logging billing events into the firm billing systems. WorkTRAKR understands that a Communications Event needs supporting information before submitting the record to the billing system. WorkTRAKR intelligently reviews each record and the supporting information applicable for each call and characterizes the record. Only communications events marked Assigned can be exported without the WorkTRAKR user completing the coding of the other Communications Event details. Here are the major communications event categories: There are three major call types and then for billable calls, a record status designation that lets the user know whether a business call is ready for final billing. Business communications events are further identified by the status of the record. How Do I Know If Records Have Been Exported For Billing? In the WorkTRAKR portal, a record that has been submitted for billing is marked as exported thereby avoiding duplicate work or multiple submission of billing records. How Can I Manage My Calls to Make Sure I Get The Results I Want? You can manage your call histories quickly and easily with WorkTRAKR. You can do so at any time by accessing your portal at http://www.proximiti.com/worktrakr. The portal contains a powerful analysis tool that will allow you to view any set of calls and sort or group them in any sequence you desire. You may update or delete call records singly or even select a group of calls and apply settings to all of them. What If I Forget? We know people are busy and administrative matters often fall by the wayside due to the press of business, so we provide options to automatically send reports to your email address. The reports, which can be daily, weekly or monthly, quickly summarize your call records and provide indications of the activity required to fully dispose of all captured calls. A single click on a report will automatically open a window to your portal where you will immediately see the relevant calls.