Welcome to OfficeTrack knowledge center

Browse all FAQs by topic

  • What are the recommended system requirements to work with the system?

    - Screen resolution: 768 X 1024.
    - Browser settings: trusted site, pop-up windows allowed, check for newer versions of the page on every visit.

  • I cannot manage to log in to the system. What can I do?

    You can change your login password. On the login page click Forgot Password?. Your new password will be instantly sent to the email address listed for your user name in the system.

  • What are the minimum system requirements to work with the system?

    - Operating system: Microsoft Windows 2000/XP and above.
    - Browsers: Internet Explorer 7 and above, Firefox, Google Chrome.

  • Where can I find user guides to the management system and the OfficeTrack application?

    You can download the user guides from the Help Center inDownloads.

  • How often do I have to change my password to the system?

    The system prompts you to change your password once every four months and for a new user, after two months from time of registration

  • Can a user logged in to the management system from one computer, log in to the system from another computer?

    No. If a user is logged in to the management system from one computer and tries to log in to the system from a second computer, a message is displayed on the second computer informing that the user is already logged in to the system. To log in to the system from the second computer, it is required to first log out of the system on the first computer. Do this by clicking Exit on the main window and then click Yes.

  • What is the difference between time zones and work hours defined for my account?

    The defined time zone determines the time that is displayed and saved in the system (date, hour and minute) is associated with the location report or sampling. The defined work hours determine the range of hours during which location data is saved in the system. Location data received in the server outside of this range is not stored in the system.

  • How do I log out of the system?

    On the main menu click Exit and then click Yes. If a user exits the system it will then be locked for an estimated 30 minutes until the particular user can re-enter it.

  • How can I search for a subscriber?

    - From the main menu click Find. In the search field, enter the employee's name in the system or the subscriber's number without the area code, and press Enter.
    - From the main menu click Resources. In the search field, enter the name of the employee and press Enter.

  • How can I delete a system user?

    Note: This setting requires manager type user permissions. From the main menu select Settings > Site Users. Select the user and from the toolbar click Edit. From User Properties, in Status, select Closed. Then click Save and Close.

  • How can I revert to my default map (resolution and position)?

    From the map tool bar click the home icon.

  • How frequent does the resource list refresh?

    The resource list refreshes every 30 seconds.
    The location of each employee is updated according to the applicable location sampling rules.

  • Why do I get a white screen displayed when logging in to the system?

    - It might occur because the browser is not supported.
    - Try logging in using a supported browser.

  • How can I add a new employee?

    You can add an employee without a mobile device - from the main menu select Resources > New Employee. Fill in the details and then click Save and Close (primarily for reporting attendance of other employees). To add a new subscriber, i.e. a new employee linked to a mobile device, please contact your mobile operator representative or OfficeCore technical support.

  • A user can't manage to view a new subscriber added to the OfficeTrack service by the operator. What could the reason be?

    - The new subscriber was added improperly.
    - The operator did not activate the new subscriber to the service. .
    - The user does not have viewing permission regarding the group under which the new subscriber is defined.

  • How can I relate an employee to its manager?

    Refer to How can I edit the employee's details.
    Then from the Employee tab, from Manager, select the manager.

  • My employee list changes on a daily basis. How can I update the list on the system automatically?

    Please contact the OfficeCore technical support to have this capability made available for your account.

  • I can't manage to delete an employee group. What could the reason be?

    Confirm that no employees are associated with the group. From the main menu click Resources. Scroll down to the group. If there is an employee listed under the group, select the employee and from the toolbar click Edit. From Employee Properties, from Group, select No Group or another relevant group.
    Confirm that no proximity alerts are associated with the group. From the main menu select Settings > Proximity Alerts. If there is a proximity alert associated with the group, select it and from the toolbar click Delete.

  • How can I edit the employee's details?

    From the resource list select the employee.
    From the right-click dropdown menu select Properties ... . Alternatively, from the main menu click Resources. In the search field enter the employee's name and press Enter. From the result list select the employee and click Edit. From Employee Properties make your settings. Then click Save and Close.

  • I need to edit an employee's permissions so that they are the same as the permissions of the other employees on his team. How can I do that?

    Refer to How can I edit the employee's details.

  • In the course of adding a new employee, I can't manage to enter the employee number. Why is that?

    Check whether the employee number you are trying to enter is already set to another employee in the system.

  • How can I get the location of an employee?

    - Automatic - The resource list and map display the updated location of the employee, which is the most recent location sampled according to the applicable location sampling rules.
    - Manual/Immediate – From the resource list select the employee and from the right-click dropdown menu select Send Position Request. From Manual Sampling click Yes.

  • How can I get the location of all employees in the company?

    - Automatic - The resource list and map display the updated location of every employee in the company, which is the most recent location sampled according to the applicable location sampling rules.
    - Manual/Immediate – From the resource list select an employee and from the right-click dropdown menu select Send > Position Request > Company. From Manual Sampling click Yes.

  • How can I zoom in on an employee's location on the map?

    - From the resource list double-click the employee or select the employee and from the right-click dropdown menu select Zoom On > Resource.
    - You can also get gradual zoom-in. Place the mouse on the map next to the employee's icon. Hold the left click and drag the mouse around the employee's icon. A rectangle is displayed. Then release the click. You can repeat this to get your required zoom.

  • How can I get the location of an employee group?

    - Automatic - The resource list and map display the updated location of every employee in the group, which is the most recent location sampled according to the applicable location sampling rules.
    - Manual/Immediate – From the resource list select an employee in the group and from the right-click dropdown menu select Send > Position Request > Group. From Manual Sampling click Yes.

  • What could be the reason that an alert does not function?

    Confirm the alert settings. From the main menu select Settings > Alerts. Select the alert and from the toolbar click Edit.
    From Alert Properties window:
    - In Check If confirm the event that is defined for the alert.
    - In Check Locations of confirm the resources associated with the alert. For example, if the alert is associated with an employee group, confirm the employees included in this group.
    - In Notify Distribution List confirm the distribution list. From the main menu select Settings > Distribution Lists. Select the distribution list and click Edit. From Distribution List Properties confirm the users included in the distribution list.

  • Why can one user view a certain point of interest and another user cannot?

    From the map window, from the toolbar, click the Show Layers icon. From the left pane you can select the layer(s) that includes the point(s) of interest you want displayed on the map. To confirm the points of interest included in a layer, from the main menu click Points of Interest. In the search field enter the name of the point of interest and press Enter.

  • Do I need to have an address in order to set up a point of interest?

    A point of interest can be set according to an address or coordinates. Alternatively, if the employee is at the location where you want to set up a point of interest, hover with your mouse over the employee's icon and from the right-click dropdown menu select New > Point of Interest. From Point of Interest Properties, displaying the corresponding coordinates, complete the information and then click Save and Close.

  • How can I set the system for an employee to receive an SMS notifying receipt of a new task or an update regarding an existing one?

    From the map window, double click the task icon (Refer to “How can I set up the map window to display the task locations alongside the employee's locations”). Alternatively, from the main menu click Tasks. Select the task and click Edit. From Task Properties select Send SMS to the assigned employee. Then click Save and Close.

  • What are the required settings in the employee's mobile device to enable working with tasks?

    Confirm the employee's mobile device:
    - Has cellular internet connection
    - Can receive SMS messages from external content providers.

  • What are the required permissions I need to set up regarding the employee's mobile device to enable working with tasks?

    From the resource list select the employee and from the right-click dropdown menu select Properties. In Employee Properties, on the Permissions tab, in the Tasks area, select the required permissions. Then click Save and Close.

  • What can be done if an employee forgot to report attendance?

    From the main menu click Attendance. From the toolbar click:
    - For one report: Add Entry.
    - For more than one report: go to arrow next to Add Entry and select Add Entries.
    Fill out the information and click Save and Close.

  • Why is an attendance report not updated in the payroll application?

    Confirm that the number in Employee Number is the same as the employee's number in the payroll system. From the main menu click Resources. Search the employee and click Edit. From Employee Properties confirm the number in Employee Number.

  • Why the "Employee Attendance" report filtered to a particular day does not display an employee's total work hours?

    - Confirm the applicable location sampling rules. From the main menu select Settings >. Location Sampling Rules.
    - Confirm the applicable work hours. From the main menu select Settings > Work Hours.
    - Make sure the mobile device is available. The system does not display locations of a mobile device that is unavailable.

  • How do I enable an employee to define a Point of Interest (POI) from his or her mobile device?

    From the system, from the resource list select the employee. From the right-click dropdown menu select Properties ... . Alternatively, from the main menu click Resources. In the search field enter the employee's name and press Enter. From the result list select the employee and click Edit.
    From Employee Properties, from Permissions, from the General area, select Create POI. Then click Save and Close.

  • What should I do if I get a "Connection Failed" error message displaying the IMEI number?

    - Confirm the mobile device has internet connection.
    - Confirm the IMEI number defined in the system – from the management system, from the main menu click Settings. Click Subscriber Management. Search for and select the subscriber, and from the toolbar click Edit. In IMEI Number confirm the number.
    - Confirm that from Providers List, the correct provider was selected. If the wrong provider was selected, or in case of doubt, uninstall the OfficeTrack application, then re-install it, and select the correct provider.

  • Is there a difference in the process for installing the OfficeTrack application between Android based devices and iOS based devices (including iPhone and iPad)?

    The process is very similar except for the following differences:
    For Android based devices you download OfficeTrack from Play Store whereas for iOS based devices OfficeTrack is downloaded from App Store.
    For iOS based devices, when opening OfficeTrack for the first time, it is sometimes required to enter an invitation code that you can generate from the management system.

  • How can I view from the mobile device if it has location data?

    From the OfficeTrack application tap Location. From Location Menu tap GPS Data.

  • Can I work with the OfficeTrack application from a tablet device connected via WiFi communication only or is it required to work with a device that includes a cellular modem?

    You can work with the OfficeTrack application from a tablet device that is connected to a cellular network via WiFi communication only and that does include a cellular modem.

  • How and when is data synchronization performed between the management system and the OfficeTrack application?

    Data synchronization is performed between the management system and the OfficeTrack application automatically once every 24 hours. You can perform manual data sync at any given time – from the OfficeTrack application, from Main Menu, tap Settings. Tap Full data sync. The data downloaded to the OfficeTrack application in the data sync includes data related to forms, points of interest, stock and more.

  • Which provider do I need to select?

    - If you obtain the service directly from OfficeTrack – select OfficeTrack World.
    - Otherwise – select your distributor.

  • Is an employee created in the system with every new subscriber that is added?

    Yes, every time you add a new subscriber, the system automatically creates a new employee card that:
    - Is associated with this subscriber
    - With the employee name is "Employee"
    - Is grouped under No Group.

  • When adding a new subscriber, which Device Type should I select?

    When you add a new subscriber, in Device Type it is recommended to select GPS, a setting that supports operation of the OfficeTrack application.

  • How do I add a new subscriber?

    From the management system, from the main menu, select Settings > Subscriber Management. From the tool bar click Add. Fill in the details, then click Save.

  • When I add a subscriber to the account, the process for adding an iPhone device is the same as for adding an Android based device?

    When adding a subscriber to the account, the process for adding an iPhone device is the same as adding an Android based device with one exception – when adding an Android based device you enter the IMEI number of the device.

  • How can I confirm that my subscriber (device) is defined in the system?

    From the management system, from the main menu click Find.
    In the search box enter the subscriber number and click Enter.
    If the subscriber is defined in the account, the page displays the employee card linked to the subscriber.

  • How can I link an existing employee with a new subscriber (device) that I have added to the account?

    Perform the following steps:
    1. Delete the new employee card that is automatically generated in the system when a new subscriber is added to the account, under the employee name "Employee" - From the management system, from the main menu click Resources. From the search box search "Employee". Select the employee and from the toolbar click Delete. Click Yes.
    2. Link the new subscriber to the existing employee card - From the management system, from the main menu click Resources. Search the existing employee card by the employee's name. Select the employee card and from the toolbar click Edit. From Mobile select the subscriber number. Click Save and Close.

  • What are the general settings required to be made in the mobile device so that the system can provide its location?

    From the device, select Settings > Location Services, and confirm that use of wireless networks and/or use of GPS satellites is/are selected. From OfficeTrack application, tap Settings and confirm that Privacy is not selected.

  • I have added a subscriber to my account and the management system does not display its location – what can I do?

    Perform one or more of the following actions:
    - From the mobile device, confirm that OfficeTrack application is open.
    - From OfficeTrack application, tap Location > Send Current Location.
    - From OfficeTrack application, tap Settings and confirm Privacy is not selected.
    - From the management system, from the resources list, select the employee (subscriber), and from the right-click menu click Send Position Request.

  • How can I view historical actions I performed regarding adding and updating account subscribers?

    rom the management system, from the main menu click Settings. Click Subscriber Management. From the toolbar click History.

  • Where can I find data regarding mobile devices defined in the system? What is Employee Mobile Applications Report?

    From the management system, from the main menu click Reports. From Control, click Employee Mobile Applications. The report displays the employee name, associated subscriber, device type, version of installed OfficeTrack application and more.

  • If I update a subscriber's status to Closed and then return the status to Open – is the subscriber's historical data saved?

    When you update a subscriber's status to Closed, the employee card associated with that subscriber is not removed from the system; it remains in the system as an employee card that is not associated with a subscriber. When you return the status to Open, you can re-associate the subscriber to the same employee card it was previously associated with. This way the subscriber's historical data is saved.
    Note: This option is unavailable if the employee card has been deleted from the system.

  • When I disconnect a subscriber from my account, do I need to delete the employee card associated to that subscriber?

    When you disconnect a subscriber from your account, you do not need to delete the associated employee card. You can leave the employee card in the system as an employee card that is not associated to any subscriber.
    Note: When you delete an employee card, the entire historical data related to this employee is deleted from the system including historical locations and reports that were sent.
    Note: If you want to delete an employee card, then before you do so first confirm whether the employee card includes an employee number and delete the number, so that you can re-use the number for another employee card - From the management system, from the main menu click Resources. Search for the employee card, select it and from the toolbar click Edit. In Employee Number delete the number. Click Save and Close. To delete the employee card – select the employee card and from the toolbar click Delete.

  • When adding a new subscriber, which Service Type should I select?

    When you add a new subscriber, in Service Type you can select Location Only, Attendance Only or Full Product. The way you use the management system and the OfficeTrack application, changes according to the service type. Select the service type according to your needs and according to your agreement with your provider or with OfficeCore.

  • How can I create a new account (company) in the OfficeTrack system?

    To create a new account (company) in the OfficeTrack system, browse to www.officetrack.com and click Free Trial.

  • Can a subscriber be connected to more than one company (account) in the OfficeTrack system?

    No. A subscriber can be defined in the OfficeTrack system only under one company (account).

  • When installing OfficeTrack application on an iOS based device – why is it that for one device it is required to enter an invitation number and for another device it is not required?

    In the process of installing the OfficeTrack application the system needs to identify and register the device (subscriber). Sometimes the device is identified by an SMS message that is sent automatically from the device to the system. At times the option of sending the SMS message is no available, and so it is required to enter the invitation number.

  • Can the locations map in the OfficeTrack application be automatically updated?

    Yes. From the OfficeTrack application tap Settings. From Map Refresh (Sec.) select the frequency.

  • How can managers view from their OfficeTrack application the locations of their employees?

    A manager can view from the OfficeTrack application, the locations of its reporting employees – from Main Menu tap Location > Active Devices.
    Note: This feature is available for the OfficeTrack application for Android based devices and for iOS based devices (including iPhone and iPad).

  • Can I include pictures (photos) in a cellular form?

    Yes – when filling out a cellular form you can take pictures and include them in the form for sending. From the management system, when you're creating or editing a form, from the Toolbox panel, drag the Pictures field onto the form design area.

  • For attendance reports - can I define a different form for every different attendance entry type?

    Yes – for attendance reports you can create and link a different form for every one of the attendance entry types. For example, you can link a form to "Vacation" for entering the return date, link a different form to "Clock In" for entering the customer name, and so on.

  • Can I add a Table field to any form?

    No. In creating or editing a cellular form, you can add a Table or a Static Table field to a Form-type form, in other words a form that is not linked to a system report regarding attendance, tasks, catalog and orders. There is one exception – you can add a Table or Static Table field to a form that is linked to the task entry type Fill out task form.

  • In a cellular form, when adding a Number field, what is Initial Value?

    In a cellular form, when adding a Number field, Initial Value is the value displayed in this field to the employees when they open the form in the OfficeTrack application. The employee can change the value/number.

  • What is a cellular form?

    A cellular form is a report form that mobile employees fill out and send to the system directly from the OfficeTrack application on their mobile devices. A cellular form is created in the management system and displayed to the employee at the field in the OfficeTrack application (you can create cellular forms if you have the corresponding user permissions). The reported information is received at the system and can be viewed in a variety of system reports.

  • For task reports - can I define a different form for every different task entry type?

    Yes – for task reports you can create and link a different form for every one of the task entry types. For example, you can link a form to Start for entering whether the customer is present, link a different form to Not Done for entering the reason, and so on.

  • Can I link a form to any report type in the OfficeTrack application?

    Yes, you can link a form to any report type in the OfficeTrack application including attendance reports, task reports, order reports and so on.

  • The resolution of the pictures sent from the OfficeTrack application - how is it set?

    The resolution of the pictures included in reports sent from the OfficeTrack application is set by the OfficeTrack technical support center in the company's account in the system. The resolution is set according to the company's needs and nature of work.

  • In which system reports can I view information regarding cellular form reports?

    From the management system, from the main menu click Reports. In Forms you have four available reports:
    · Detailed Form Entries
    · Summarized Form Entries
    · Filled out forms by employee
    · Filled out forms by form.

  • In a cellular form, when adding a Drop down field, what is Values?

    In creating or editing a cellular form, in adding a Drop down field, define Values for each of the Items (the drop down options). It is recommended to define a numerical value in Values. For example: the items/dropdown options are: Blue, Green, Red. In Values, enter the values: 100, 200, 300 or optionally 1, 2, 3 or similar. The values have a system-internal role and are not reflected in the final form in any way.

  • Where can I view pictures that were included and sent within a cellular form?

    From the management system, from the main menu click Reports. From Forms click Detailed Form Entries. From the toolbar click Change Filter, make your settings and click Apply Filter.

  • Can I define in a cellular form that it is required to select a customer?

    You can define in a cellular form that it is required to select a customer. From the management system, when you're creating or editing a form, from Form Structure tab, select Requires customer selection.

  • How many pictures can I include in a cellular form in the OfficeTrack application?

    It is recommended to include in a cellular form only a few pictures. If you include a large number of pictures in the form, it loads the device's memory and might affect the application's performance.

  • In a cellular form, what is Current Location used for?

    In creating or editing a cellular form, Current Location field can be used for the employees to report their current location. The reported location is cellular or GPS based. The location of the cellular device is available if the device's Location Services are enabled. If not, the OfficeTrack application prompts the employee to update the Location Services.

  • The cellular signature a customer draws on the cellular device screen – is it an image?

    Yes - the cellular signature that a customer draws on the cellular device screen is saved in the system as an image file.

  • The device is asking for me to enter invitation number, how to I get this number?

    You can generate invitation numbers for your employee in the OfficeTrack system: Resources -> Actions -> Generate connection codes- > select the employees -> Generate connections arrow -> select one of the options:
    Generate connection codes: will display in the screen the codes
    Send connection codes: will open a screen allowing you to send the employee an SMS message with a code or an email with the code and configuration file.
    The employee can enter manually the code he received by email/SMS or open the configuration file attached to the email.

  • Can I send all my employees at once the invitation/connection code?

    Yes, you can generate invitation numbers for all your employees in the OfficeTrack system: Resources -> Actions -> Generate connection codes- > select all the employees -> Generate connections.

  • Why am I asked to send an SMS message when turning the OfficeTrack client on? Will it cost me money?

    Sending an SMS message is requested in order to identify the device in the OfficeTrack system, the cost of the SMS message will be of the mobile with his cellular operator.
    In order to avoid sending an SMS message you can generate invitation code or send the device configuration file from the OfficeTrack system.

  • Got an email with the subject "Connection to OfficeTrack", what do I do with it?

    If you didn't install the OfficeTrack client you can click on the links in email to download the client for Android or iPhone. Once OfficeTrack is installed you can click on the attached file called "OfficeTrack.otconfig" to activate the client and start working.
    You can also open the OfficeTrack client and enter the connection code received in the device.

  • Why wasn't I asked to select a Provider and still enter the OfficeTrack client?

    The device was identified automatically in the server by the invitation number/config file.

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