When you say "over the phone" are you referring to actual voice communication? I ask because our techs receive their marching orders via company issued Blackberrys but they are synced with eAutomate. The calls are closed in the system with the key strokes they enter on their Blackberrys. In other words, the calls are input by dispatch and closed by techs without any duplication of efforts or voice communication. At least that is my understanding from a salesreps perspective.