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BSNL CDR, CRM Application

1. ccccccesceeesceceeeeeseneeeceneeeeaeeceeeeceaeeeseaeeseaeeeseaeeeseeeeseaeeees 60 3 6 New PCO Connection for Local STD and ISD PCOS 0 ceccceeeeeeeeeeeeeeeeeeeeeteeeeteaeeteneeees 60 3 7 Disconnection due to Non PayMent ccececeeeeeneeeeeeeneeeeeeeeeeeeeeaeeeeeeeaeeeseeaeeeeseeaeeesenaeees 61 3 8 Permanent Closure due to Non Payment cccccceseeeeeeeeeeeeeeeeeeeeeeeeseaeeeceeeeseaeeseeaeeseaeeeas 62 A Business Scenarios Cemrensscci asics ccsssecssedaceceatscsecastansens stceiacastdasocasteatesaveaacesaetsacusad 63 4 1 New Centrex Connection ric seccecsvec cr neeede ee vtest asioida araia EEEa aN Ea 63 4 2 Facility Provisioning for C ntreX cccccceceeceeeeeeeeeeeeeeneeeseaeeeeeeeeeaeeseaeeeseaeeseeeeeseaeeseeaeeseeeees 65 4 3 Centrex Disconnection with Landline Connection ccccceeeceeeeeeeeeeeeeneeeeeeeeseaeeeseeeeseaees 66 4 4 Centrex Disconnection Without Landline Only Centrex feature cccecseeeeeeteteeeeeeees 67 4 5 Centrex FR0400 Technical Faults cccceceeceeceeeeeeeeeeeneeeeeeeeeeaeeseaeeeseaeeseeeeseaeeeseaeeseaees 69 4 6 Centrex FR0401 Billing Complaints cccecceececeeeeeeeeeneeeeeeeeeeaeeeeaeeeseaeeseaeeeseaeeeseaeeseaees 69 5 Business Scenarios Call Hunting Group ceceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeees 70 5 1 New Landlines forming new Call Hunting Group ccceceeeeeeeeeeeceeeseeeeeeeeeeeeeeteaeeeteaeetee
2. Collections View appears 30 Click Approve if the outgoing has to be disconnected The task is approved and the outgoing service is barred for the customer and Promise to Pay Status value is Approved OR 31 Click Reject if the outgoing service should not be disconnected The task is rejected and the outgoing service is not barred for the customer and Promise to Pay Status value is Rejected 3 8 Permanent Closure due to Non Payment The CO receives an alert to disconnect services permanently due to non payment Prerequisites to proceed The outgoing calls have been barred for this customer initially and later even the incoming calls have been barred Users CO CSRRITN To disconnect service for a customer permanently due to non payment of bills follow the procedure below 1 The procedure is similar to the Voluntary Closure of Landline scenario The only difference is that instead of CSR the CO will be initiating the process and CSR is not involved Only the CSRRTN users are involved 2 The alert has the Message Body Raise Permanent Disconnect order on the Service lt Service Id Ph gt Date of Processing lt date of processing gt 4 Business Scenarios Centrex Centrex is central office based communication service which integrates all your multi located Telephone lines Existing and New into a single highly functional communication group with more distinctive features without any additional exupiment like EXABX at
3. ISDN Group View appears Decrease the value in No of Extensions Provide the End Date against the DIDs that are being deleted in the Extension Numbers Applet Click Accessory Check The Sub Status field value changes from Pending to Accessory Check Done Click Submit Order The order is submitted to the downstream systems Note i The Status field displays Submission in Progress and the Sub Status displays Validation Successtul ii The Status field value becomes In Progress Once the order is completed that is after the facility is provisioned for the customer the Status becomes Completed Once the order is completed the view becomes completely non editable Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet displays Completed indicating that the order has been completed Click ISDN Group tab The Orders ISDN Group View appears Note The status of the deleted DIDs are populated with the End Date Verify the status of the DIDs that are populated with End Date and the Status changes from Active to Inactive 6 2 7 Increase of Junctions for ISDN Note Number of Junctions can be increased only for ISDN PRI 1 2 D o To change the N
4. 1 28Permanent Closure due to Expiry of Date Casual Permanent Closure of a Landline connection due to Expiry of Date is applicable only for a Casual connection In this scenario the Service End Date value should be within 30 days from the date of connection If the customer does not request for the extension of service the service will be ended T A job is run everyday to check for any connections whose Service End Date has expired If there are any such services a Disconnection Order is created and the job is submitted CSR or any other user cannot change any values manually in this scenario 1 29Reconnection after Disconnection due to Misuse In this scenario An alert is sent to CSR from the Fraud Management System FMS informing that the service can be reconnected Prerequisites to proceed The outgoing facility should be barred for the customer on whose account reconnection is being done Users CSR To reconnect after disconnection due to misuse 1 Login into the CRM application as CSR The CSR Home View appears Note An alert with the Message Body FMS Alert Create the Modify order for lt service id gt and delete the Product OUT GOING CALL BARRING appears 2 Click Task The Customer Accounts Accounts Summary View of the corresponding account appears 3 Follow Step 3 to Step 7 in the Facility Provisioning for Landline 4 Deselect the facility Out Going Call Barring 5 Click Done The Orders Detail Vie
5. 19 Copy Ctrl C the phone number of the customer from the Service Id Ph field 20 Click Services screen The Services Home View appears 21 Click Services List link The Services List View appears 22 Paste Ctrl V the phone number A record with the phone number whose Status value is Active appears 23 Click the corresponding Service The Services Components View appears Note In the lower applet under Product field the facility that has been added is seen 6 2 2 Facility Disconnection for ISDN Users CSR CO Prerequisites to proceed The customer should have an existing ISDN connection and the facility to be disconnected provisioned To disconnect an existing facility from an ISDN connection 1 Follow Step 1 to Step 10 in the Facility Provisioning for ISDN 2 Unselect the facilities to be disconnected 3 Click Done The Orders Detail View appears The details of the current order being created appear 4 Follow Step 12 to Step 21 in the Facility Provisioning for ISDN 6 2 3 Accessory Provisioning for ISDN Users CSR CO Prerequisites to proceed Customer should have an existing ISDN connection Note Accessory provisioning is allowed only for ISDN BRI Accessories are not available for ISDN PRI To provision a new accessory for an ISDN BRI connection 1 Follow Step 1 to Step 9 in the Facility Provisioning for ISDN 2 Click Accessories The accessories enlisted for the ISDN BRI service are e NT Box
6. Click Accessory Check The feasibility of the new facility is verified Note The Sub Status value changes from Pending to Accessory Check Done Click Validate The mandatory changes that are made are validated for correctness Note The Sub Status changes to Validation Successful If the validations are successful a message Validations are successful appears Click Demand Note The Demand Note View for the requested facility is generated Note A record with the Demand Note Number and the amount if any to be paid by the customer appears Click Submit Order The order is submitted to the downstream systems Note The Status field displays Submission in Progress and the Sub Status displays Validation Successful The system automatically picks up the order for submission to down stream system Clarity Then the Status field value becomes In Progress Once the order is completed that is after the facility is provisioned for the customer the Status becomes Completed Once the order is completed the view becomes completely non editable Click Milestones view tab The Orders Milestones View appears Note The Type field indicates with which downstream system the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view is Completed the Status field in the upper applet is also Completed indicating that the order has been completed
7. If you click the Approve button the Status of the activity becomes Approved CSRHYD t Login as CSRHYD The CSRHYD Home View appears Note After AOTR approves the activity has to be closed by CSRHYD Under Activities click the activity which has to be closed The Orders Activities View of the Parent disconnect order appears The Close button is enabled Click Close The activity Status will be Closed Click Child Orders view tab The Orders Child Orders View appears Note In the lower applet the child or reconnect order can be seen Click Order Number The detail view of the child or reconnect order appears Click Submit Order The order is submitted to the downstream systems Note The Status field displays Submission In Progress and the Sub Status field displays Validation Successful The Status field becomes In Progress and Completed thereafter indicating that the child and the parent orders are completed Once the order is completed the view becomes completely non editable Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this View displays Completed the Status field in the upper applet also displays Completed indicating that the order has been completed If the Nature of Shit is Shift Immediat
8. In this scenario shift takes place on the date requested by the customer The Accessory Check button is active a Change the installation address Note If the address is not changed an alert is generated indicating that the installation address needs to be changed b Click Accessory Check The Sub Status field changes from Pending to Accessories Check Done c Change the Customer Requested Date field to the date requested by the customer Note Change in this field can be made only after Accessory Check is completed and before you click the Validate button d Click Validate A message All validations are successful appears User AOTR e f Login as AOTR The AOTR Home View appears Under Activities click the activity which needs to be approved for shift The Orders Activities View of the Parent disconnect order appears Note The Type field for shift will be Shift Approval Click either Approve or Reject to approve and reject the activity respectively i Note ii If you click the Reject button the Status of the activity is Rejected and both the Reconnect and Disconnect orders has the Status as Cancelled indicating that neither service for the old address has been disconnected nor the connection for the new address connection is done iii If you click the Approve button the Status of the activity becomes Approved User CSRHYD h Login as CSRHYD The CSRHYD Home View appears Note
9. Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet displays Completed indicating that the order has been completed If the Nature of Shift is Shift When Feasible Q gt Click Available Numbers A list containing phone numbers available in the current exchange appears Select a number from the list The selected number is populated in Service Id Ph field Click Reserve Number The Sub Status field becomes Port Available Click Accessory Check The Sub Status field changes to Accessories Check Done Click Validate An alert All the Validations are successful appears Note The Sub Status field changes to Validation Successful User AOTR Login as AOTR The AOTR Home View appears Under Activities click the activity which has to be approved for shift The Orders Activities View of the Parent disconnect order appears Note i The Type for shift will be Shift Approval ii If you click the Reject button the Status of the activity is Rejected and both the Reconnect and Disconnect orders has the Status as Cancelled indicating that neither service for the old address has been disconnected nor the connection for the new address connection is done iii If you click
10. Safe Custody When a customer requests for disconnecting the landline connection temporarily the connection will be put On Hold or Safe Custody When the customer requests for the reconnection from the Safe Custody he has an option to select the previous plan before the Safe custody or can select a new plan Note For Reconnection from Safe Custody the Asset can only be modified The status of the activity should be either Cancelled or Complete To apply for Safe Custody 1 2 A o gt Oh 10 11 15 16 17 18 19 Click Customer Accounts screen The Customer Accounts Home View appears Click Customer Accounts List link The Customer Accounts List View appears Click Accounts Summary View tab The Customer Accounts Accounts Summary View appears Note Only the Asset can be modified Click Modify The Product Configuration screen appears Click Plans tab Select the Plan as Safe Custody Click the radio button against the option LL Safe Custody Rental Plan Urban Click Calling Level tab It automatically locks two features namely e Incoming Call Barring e LL Outgoing Call Barring Click Done Click Orders screen The Orders Home View appears Click Orders List link The Orders List View appears Click Order The Orders Detail View appears The Order Type field is Modify and the Order Sub Type field is Plan Conversion Click Accessory Check The accessories requested for are checked Note The Validate butt
11. Click Orders screen gt Orders List link The Orders List View appears OR Click Orders view tab in the Customer Accounts screen The Orders Detail View appears Click New A blank record is created and is highlighted in yellow Note Order Number Order Type and Order Sub Type and other fields are auto populated Enter the information in the mandatory fields Billing Account Address Connection Type as Permanent Casual Permanent and Usage Code Select the Service Line field as Basic Phone Service Service as Wire line and Service Type as Landline Service Sub Type as Fixed Landline Click Order Number The Orders More Info View appears Click Line Items view tab The Line Item view appears Click New A new line item is added Enter the information in all the mandatory fields Nominee Name Nominee Relation and Product which are mandatory Depending upon the Service Type selected Product is filtered and displayed Click Line The details of the products selected can be viewed Click Customize button which is activated after the Line Items have been selected There are several tabs in Orders View Click Plans tab to select the Landline plans By default None is selected Only one option can be selected at a time Click Facilities tab to select or deselect the facilities according to the customer s requirements By default CONDITIONAL CALL TRANSFER ON BUSY NR ABBREVIATED DIALLING CALL and TRANSFER CALL WAITING
12. Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this View displays Completed the Status field in the upper applet also displays Completed indicating that the order has been completed e If the Nature of Shit is Shift Immediate Note i The user can complete the disconnect order parent order before the child order as the Submit Order button and the Available Numbers button are both active ii Change the installation address failing which an alert is generated that the installation address needs to be changed Click Available Numbers A list containing phone numbers available in the current exchange appears Click Reserve Number The Sub Status field becomes Port Available Select a number from the list The selected number is populated in Service Id Ph field Click Accessory Check The Sub Status field changes to Accessories Check Done Click Validate An alert Validations are successful appears Note The Sub Status field changes to Validation Successful User AOTR f 9 Login as AOTR The AOTR Home View appears Under Activities click the activity which has to be approved for shift The Orders Activities View of the Parent disconnect order appears Note The Type for shift wi
13. More Info View appears Click Line Items view tab The Orders Line Items View appears Click New A new line item is added Enter the information in all the mandatory fields Nominee Name Nominee Relation and Product Note Depending on the Service Type selected Products are filtered and displayed Click Line The details of the products selected can be viewed Click Customize to select the Plan Facilities Accessories and Schemes The customer can customize the product according to the requirement Click Plans tab to select the ISDN BRI ISDN PRI plans By default None is selected Only one option can be selected at a time Click Facilities tab to select the facilities Click Calling Level tab to select the customer s choice for Local STD and ISD By default Local is selected Click Accessories tab to select the customer requested accessories Click Done to accept all the information provided The Orders screen appears with the selected products under the Line Items tab Click Available Numbers A list with all the available numbers for that particular exchange and service type appears Select a number from the list Depending on the availability the list is populated Click OK The number is updated in Orders Line Items View Click ISDN Group tab The ISDN Group View appears Enter the information in the No of Junctions No of Extensions No of Incoming Channels No of Outgoing Channels as per the requiremen
14. Validation Successful ii The Status field value becomes In Progress Once the order is completed that is after the facility is provisioned for the customer the Status becomes Completed Once the order is completed the view becomes completely non editable Click Milestones view tab The Orders Milestones View appears Note The Type field indicates with which downstream system the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet displays Completed indicating that the order has been completed e When Nature of Shift is Shift When Feasible Click Available Numbers A list containing phone numbers available in the current exchange appears Select a number from the list The selected number appears in Service Id Ph Click Centrex IDSN Group ID pick applet The Centrex ISDN Group Number applet appears Select the ISDN Group Number created Click Reserve Number The Sub Status field becomes Port Available Click Accessory Check The Sub Status field changes to Accessories Check Done Click Validate A message Validations are successful appears The Sub Status field value changes to Validation Successful Click Submit Order The order is submitted to the downstream systems 31 Note i The Status field displays Submission in Progress and the Sub Status field displays Valid
15. appears The order is submitted to the downstream systems for further processing After the process is completed the response messages are received from the downstream systems CRM Order Id is the Reference Number to search a particular record in the Clarity System for generating a Service Order Number SO number Click Orders List link The Orders List View appears Click Order Number The Orders Detail View appears Click Milestones View tab The Orders Milestones View appears 27 28 29 30 31 32 Note The status updates from the downstream systems can be viewed After completing the process in the Provisioning Application Clarity the order details are sent to the Billing System Kenan After the processing of the order is successful in Billing a message is sent to the CRM system Check the status message from the Billing System in the Milestones View to confirm that number for the child Call Hunting Group is changed Copy Ctrl C the phone number from the Service Id Ph Click Services screen Search on Service Id Ph copied above Click Query The service record appears Click Service The Services Detail View appears Verify and confirm the details in the Services Detail View By default the Service Details Components View appears Check if the product components requested are provisioned as per the customer s requirement 5 9 Disconnection of pilot number Prerequisites to proceed The
16. be selected at a time Click Calling Level tab to select the customer s choice for Local STD and ISD By default Local is selected Click Facilities tab to select the facilities Click Accessories tab to select the requested accessories of the choices provided By default LL NON CLI PHONE is selected Click Centrex Schemes Deposit Schemes Installation Schemes Rental Schemes and CUG Plans to select the customer s choice By default none is selected Only one option can be selected at a time Click Done to accept all the information provided The Orders Line Item View with the selected products appears Click Accessory Check The feasibility of the new order is verified Note The Sub Status changes from Pending to Accessory Check Done Click Validate The mandatory changes that have been made are verified Note If the validations are successful the Sub Status changes to Validation Successful A dialog box with Validations are Successful appears Click Submit Order The order is submitted to the downstream systems Note Status is Submission In Progress and the Sub Status is Validation Successful After the order is completed after which the Centrex Service is disconnected for the customer the Status becomes Completed Once the order is completed the view becomes non editable Click Milestones View The Orders Milestones View appears Note The Type field in this view indicates the downstream systems in which
17. s choice By default none is selected Only one option can be selected at a time Click Done to accept all the information provided The Orders Line Items View with the selected products appears Click Available Numbers A list with all the available numbers for that particular Exchange and Service Type appears Select CH Pilot No Reference number The CH Pilot Number Pick Applet appears Select a number Click OK The number is selected Click Reserve Number The Number selected is reserved Click Accessory Check The feasibility of the accessories selected is verified Note After the Accessory Check is successful Validate button is enabled Click Validate The mandatory changes made are verified Note If any of the information is missing an alert is displayed with an appropriate message For example If Hunting facility is selected an alert with the message Please remove Hunting Facility appears Fill in the relevant details Click Orders List link The Orders List View appears Click Order Number The Orders Detail View appears Click Validate If the information provided is complete and correct the order is validated successfully A message Validations are successful appears Note Demand Note button is enabled after the validations Click Demand Note The Orders Demand Note View appears Note If the Total Amount in the Orders screen is Rs 0 00 then the Submit Order button is activated without any payme
18. verify in Service Detail broadband components view tab 8 2 Broadband Provision for an existing Landline A Broadband provision for an existing landline occurs when the customer requests for a Broadband connection Prerequisites to proceed Customer should have a permanent landline connection Users CSR To provide the broadband provision on existing Landline NOa PON gt Click Customer Accounts screen The Customer Accounts Home View appears Enter any or all of the values in the Search fields Click Go The Customer Accounts Account Summary View appears Select the Order Sub Type field values as Broadband Provision Click Modify The Broadband Detail View appears Click Customize The Product Configurator View appears Follow Step 36 to 46 in Creating a New Broadband Connection Note Make Payment button on Broadband Demand Note view tab is activated If the customer has any dues or if the balance has to be paid click Make Payment button It is optional A Receipt number is auto populated Click Submit Order The order is submitted Note If the order is successful a message Broadband Order submitted successfully appears Change the Order Status to Submission In progress and change Root line item Action Code to Update 8 3 Modify Scenarios 8 3 1 Modifying the Broadband Prerequisites to proceed The customer should have an existing Broadband connection Users CSR To modify the broadband on an existin
19. with the Order Type as Shift and Order Sub Type as Disconnect Parent order or Shift Disconnect order 11 The Available Numbers button is activated 12 Select a new installation address from the Address pick applet 13 Click More Info view tab The Customer Accounts More Info View appears 14 Select Nature Of Shift from the following three options e Shift CRD e Shift when feasible e Shift Immediate If Nature of Shift is Shift CRD 19 20 21 22 23 24 25 26 27 28 29 30 Note The Available Numbers button is activated Click Available Numbers A list containing the phone numbers available in the current exchange appears Select a number from the list The selected number appears in Service Id Ph field Click ISDN Group Applet The Centrex ISDN Group Number pick applet appears Select the ISDN Group Number created Click Reserve Number The Sub Status field becomes Port Available Click Accessory Check The Sub Status field changes to Accessories Check Done Enter the Customer Requested Date field as the requested by the customer Note The date cannot be less than the current date Click Validate A message Validations are successful appears The Sub Status field changes to Validation Successful Click Submit Order The order is submitted to the downstream systems Note i The Status field displays Submission in Progress and the Sub Status displays
20. 3 Select NT Box More than one accessory can be selected 4 Click Done The Orders Detail View appears The details of the current order being created appear Note Quantity of the selected accessory can be changed in the Line Items tab 5 Follow Step 12 to Step 21 in the Facility Provisioning for ISDN 6 2 4 Pilot Number Change for ISDN Prerequisites to proceed To change the pilot number Indicator the customer should have an existing ISDN facility To change the pilot number 1 Follow Step 1 to Step 8 in the Facility Provisioning for ISDN 2 Click Available Numbers A list with all the Available Numbers for that particular exchange and Service Type are populated 3 Select a number from the list Depending on the availability the list is populated 4 Click OK The selected number is updated in the order detail view 5 Click Reserve Number The new ISDN Pilot Number is reserved 6 Follow Step 12 to Step 21 in the Facility Provisioning for ISDN 6 2 5 Adding DIDs for ISDN Note DIDs can be added only on an ISDN PRI connection To change the count of DIDs the customer should have an existing ISDN PRI facility 1 Follow Step 1 to Step 8 in the Facility Provisioning for ISDN 2 Click ISDN Group View tab Update the the No of Extensions and save the record Note Verify that the Extension Numbers section displays the updated number of rows one for each extension number 3 Click Reserve Number The new DIDs against the gro
21. 6 Change the Account Name Billing Account and Installation Address fields Note The new Installation Address has to be different from the Installation Address of the previous customer 7 Click Accessory Check The Sub Status field changes from Pending to Accessory Check Done 8 Change the Nominee Relation and Nominee Name fields under the Orders Line Items View tab 9 Click Validate to check whether all mandatory changes have been made The Sub Status field changes to Validation Successful If the validations are successful a message Validations are successful appears User AOTR 10 Login as AOTR The AOTR Home View appears 11 Click Transfer Approval link under Activities The Orders Activities View of the Parent disconnect order appears 12 Click Approve or Reject Note If the activity is approved the Status of the activity becomes Approved If the activity is rejected the Status of the activity becomes Rejected and both the child reconnect and the parent disconnect orders are cancelled User CSR 13 Go to Orders Activities View of the parent disconnect order 14 Click Close The Status of the activity becomes Closed 15 Click Child Orders view tab The Orders Child Orders View appears Note The child order record appears in the lower applet 16 Click Order Number The Orders Detail View of the child order appears 17 Click Demand Note The Demand Note for the requested facility is generated Th
22. 8 Disconnection due to Non Payment The disconnection due to Non Payment is initiated in the Billing system It is initiated for the customers who have not made their payments that were due for the past 120 days 6 months The Billing system sends this data to Clarity and CRM and updates the Opearating Status to OG barred NP initially Prerequisites User should have the Service ID Phone Number for which the service is being disconnected Users CSRHYD To check whether outgoing is barred for a service 1 Click Services The Services Home View appears 2 Enter the Service ID in the Service Id Ph field 3 Click Go The Services Detail View appears with the service associated with the particular Service Id Note i Notice the Operating Status as OG Barred NP ii If the customer does not pay the bill the Operating status indicates G Barred NP The customer s incoming and outgoing calls are barred If the customer still does not pay for the service it would be permanently disconnected A list is generated and CO receives a list of numbers for which the connection is permanently disconnected CO then raises a permanent disconnection order iii For landline and other services such as WLL the Operating Status would be OG barred NP only outgoing barred initially For a PCO or PT service the Operating Status would be Suspend NP both the incoming and outgoing facility is barred 1 9 Reconnection from Safe Custody
23. Accessories and the Schemes The customer can customize the product according to the requirement Click Facilities The facilities corresponding to the current service appears Select the facilities required Click Done The Orders Detail View appears with all the details of the current order being created Note More than one facility can be selected Click Accessory Check The feasibility of the new order is verified Note The Sub Status changes from Pending to Accessory Check Done Click Validate The mandatory changes that have been made are verified Note If the validations are successful the Sub Status changes to Validation Successful A message Validations are Successful appears Click Demand Note The Orders Demand Note View appears Note i The Demand Note is generated for the requested facility ii A record with the Demand Note Number and the amount if any to be paid by the customer appears Click Submit Order The order is submitted to the downstream systems Note i Status is Submission In Progress and the Sub Status is Validation Successful ii After the order is completed after which the facility is provisioned to the customer the Status becomes In Progress and Completed iii Once the order is completed the view becomes non editable Click Milestones View The Orders Milestones View appears Note The Type field in this view indicates the downstream systems in which the orde
24. After approval by AOTR the activity needs to be closed by the CSRHYD Under Activities click the activity which has to be closed The Orders Activities View of the parent disconnect order appears The Close button is enabled Click Close The Status of the activity is Closed Click Child Orders view tab The Orders Child Orders View appears In the lower applet the Child or Reconnect order can be seen Click Order Number The Orders Child Order Detail View appears Click Submit Order The order is submitted to the downstream systems in accordance with the dates Customer Requested Date in the Re connect and Disconnect orders set by the user Note The Status field displays Submission In Progress and the Sub Status field displays Validation Successful The Status field becomes In Progress and Completed thereafter indicating that both the child and parent orders are completed Once the order is completed the view becomes completely non editable Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet displays Completed indicating that the order has been completed e If the Nature of Shift is Shift When Feasible In this scenario the shift ta
25. Click New A blank record is created and is highlighted in yellow Note Customer Id and Status are auto populated i Enter the information in the mandatory fields Account Name Surname First Name and Account Type Note ii To refresh or delete the record you just entered press Esc button iii Once the Account Name is entered it becomes a hyperlink 4 Click Account Name The Customer Accounts Accounts Summary View appears In this view information should be provided in the following view tabs e Addresses e Contacts e Billing Accounts 5 Click Addresses view tab The Customer Accounts Addresses View appears 6 Click New in the lower applet A new record is created and is highlighted in yellow 7 Enter the information in all the mandatory fields Billing Address Billing Correspondence Address and Installation Address By default Installation Address is selected 8 Click Contacts view tab located next to the Accounts Summary view tab The Customer Accounts Contacts View appears 9 Click New in the lower applet A blank record is created and is highlighted in yellow 10 Enter the information in all the mandatory fields Surname Name Preferred Communication Method and Preferred Communication Language 11 12 13 15 16 17 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 Note Once the Account Name is entered Customer Id is a
26. Click Validate A message Validations are successful appears The Sub Status changes to Validation Successful 19 Click Submit Order The order is submitted to the downstream systems Note The Status field displays Submission in Progress and the Sub Status displays Validation Successful 20 The Status field value becomes In Progress Once the order is completed that is after the facility is provisioned for the customer the Status becomes Completed Once the order is completed the view becomes completely non editable 21 Click Milestones view tab The Orders Milestones View appears 22 Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view shows Completed the Status field in the upper applet shows Completed indicating that the order has been completed 6 3 3 Shift of ISDN Across Exchanges and within zones Users CSR CO For Shift of ISDN Across Exchanges within the same zone See Shift of ISDN within the Exchange with number change There are two major differences between Shift of ISDN Across Exchange and Shift of ISDN within Exchange with Number change e For Shift of ISDN within same exchange with number change the new Installation Address has to be the same exchange as its previous address e For Shift of ISDN across Exchange should have different where as for th
27. Click Validate The mandatory changes that have been made are verified Note If the validations are successful the Sub Status changes to Validation Successful A dialog box with Validations are Successful appears 13 Click Demand Note The Demand Note View appears Note The Demand Note is generated for the requested facility A record with the Demand Note Number and the amount if any to be paid by the customer appears 14 15 16 17 18 19 20 21 22 23 Click Submit Order The order is submitted to the downstream systems Note Status is Submission in Progress and the Sub Status is Validation Successful After the order is completed after which the facility is provisioned to the customer the Status becomes In Progress and Completed Once the order is completed the view becomes non editable Click Milestones View The Type field in this view indicates the downstream systems in which the order is pending Status provides the status of the order in that respective system Note If the Status field in this view is completed the Status field in the upper applet is Completed indicating that the order has been completed Copy Ctrl C the phone number of the customer from Service Id Ph Click Services screen The Services Home View appears Click Services List link The Services List View appears Paste Ctrl V the copied phone number in Service Id Ph A record with that particular phone numb
28. Completed indicating that the order has been completed 32 Click Submit Order A message Disconnection parent Order is submitted successfully appears The Submit button becomes inactive Note The user can proceed with the Reconnection child Order The Status field value of the Parent Order becomes Submission in Progress 33 Click Accessory Check The Sub Status field changes from Pending to Accessory Check Done 34 Click Validate A message Validations are successful appears The Sub Status field value changes to Validation Successful 35 Click Submit Order The order is submitted to the downstream systems 36 The Status field displays Submission in Progress and the Sub Status displays Validation Successful 37 The Status field value becomes In Progress Once the order is completed that is after the facility is provisioned to the customer the Status becomes Completed Once the order is completed the view becomes completely non editable 38 Click Milestones view tab The Orders Milestones View appears 39 Note The Type field indicates with which downstream system the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view shows Completed the Status field in the upper applet shows Completed indicating that the order has been completed 6 3 2 Shift of ISDN within the Exchange with number change Users CSR CO Prerequisites
29. ISDN within the Exchange without number change Users CSR CO To Shift an ISDN connection the customer should have an existing ISDN service Before the Shift process is started it is required that the entry of the new installation address has the same exchange type which is provided in the Customer Accounts Addresses view for that particular customer To shift the ISDN process within the same exchange without the number change 1 Click Customer Accounts screen The Customer Accounts Home View appears 2 Enter any or all the values in the Search field 3 Click Go The Customer Accounts List View appears Click Account Name The Customer Accounts Account Summary View appears a Click Addresses view tab The Customer Accounts Addresses View appears D Click New A record with the Address Type as Installation Address appears 7 Note Installation Address Billing Address and Billing Corresponding Address are mandatory 8 Click Account Summary view tab The Customer Accounts Account Summary View tab appears The services provided to that particular account appears 9 Select the Order Sub Type as Shift Within exch w o NumChg 10 Click Ctrl S The record is saved 11 Click Shift At this point two orders are created 12 First with the Order Type as Shift and Order Sub Type as Shift Within exch w o NumChg Child order or Reconnection order 13 Second with the Order Type as Shift and Order Sub Type as Di
30. NON CLI PHONE is selected Click Centrex Schemes Deposit Schemes Installation Schemes Rental Schemes and CUG Plans to select the customer s choice By default none is selected Only one option can be selected at a time Click Done to accept all the information provided The Orders Line Items View with the selected products appears Click Available Numbers A list with all the available numbers for that particular exchange and service type appears Select a number from the list Depending on the availability the list is populated Click OK The number is selected Click Reserve Number The Service Id Ph number is reserved Click Accessory Check The feasibility of the accessories selected is verified Note After the Accessory Check is successful Validate button is enabled Click Validate The mandatory changes made are verified Note If any of the information is missing an alert is displayed with an appropriate message For example if a plan is not selected an alert Please Select at least one plan appears Fill in the relevant details and navigate to the Orders Screen Click Validate If the information provided is complete and correct the order is validated successfully A dialog box with the message Validations are successful appears Click Submit Order The order is submitted to the downstream systems Note Upon successful submission of the order a message Order is submitted successfully
31. Note After AOTR approves the activity has to be closed by CSRHYD i Under Activities click the activity which has to be closed The Orders Activities View of the Parent disconnect order appears The Close button is enabled j Click Close The activity Status will be Closed k Click Child Orders view tab The Orders Child Orders View appears Note In the lower applet the child or reconnect order can be seen 1 Click Order Number The Orders Detail View of the Child or reconnect order appears m Click Submit Order The order is submitted to the downstream systems The Status field displays Submission In Progress and the Sub Status field displays Validation Successful The Status field becomes n Progress and Completed thereafter indicating the completion of the parent and child order Once the order is completed the view becomes completely read only for the user n Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet also displays Completed indicating that the order has been completed 1 19 Shift of Landline Across Exchanges without number change and within zones In this scenario the customer can change the address within the same exchange
32. Order The Landline Orders Details View appears Click Orders Milestone View tab Verify in the Milestone section the Service Order status is Complete Verify the other OMIT tasks to be complete Verify that the Order status is Complete Click Services tab The Services List View appears Click Query Provide the Service Id as search criteria Click Go The service record that was created appears Verify the products in the Services Components View tab to be same as per customer request Verify the broadband provisioning 66 Click Services Components View tab Verify that the Broadband product component is available in the products column 67 Highlight the row corresponding to the Broadband product in Service Detail Components view 68 Verify the Broadband Email List has the same number of rows and email addresses as requested by customer 69 Click Services More Info View Verify the User Id is populated as same as requested by the customer 70 Click Services Components View tab 71 Click Service corresponding to the Broadband product The Component details for broadband are displayed 72 Verify that the plan and modem are as requested by the customer in CAF 73 Highlight the modem component and click Service The Service Detail View is refreshed Click Services Attributes View tab Verify the modem details Note In case the customer has requested for Static IP
33. Plan Calling Level Facilities and the remaining tabs depending on the requirement of the customer Note Under the Facilities tab depending on service and the plan selected values are selected by default Apart from the selected facilities you can select any of the options provided 24 To submit the order See Step 14 to Step 25 in Creating a New Permanent Phone Connection using the Auto Order Feature 1 4 NON Own Your Telephone NON OYT GEN This is a normal phone connection for which the customer has to pay the deposit before the service is provided Prerequisites to proceed e User should login with CRM credentials e Should have prior knowledge about the New Permanent Phone Connection User CSR To create a connection under OYT General category i Follow Step 1 to Step 12 in Creating a New Permanent Phone Connection using the Auto Order Feature 26 Select the Service Category as NONOYT GEN from the dropdown list Note Select the relevant category according to the requirement from FREE either Rent or deposit free service NONOYT GEN deposit or rent applicable These categories are applicable only for a Permanent Land Line connection 27 Follow Step 13 to Step 25 in Creating a New Permanent Phone Connection using the Auto Order Feature 1 5 BSNL Sulabh Plan A connection under the Sulabh plan has the outgoing facility barred In other words under the Sulabh plan only the incoming facility is provided T
34. Search fields Click Go The Customer Accounts Accounts Summary View appears Select Order Sub Type field value as Change in Service Click Ctrl S The record is saved Click Modify An order with Order Type as Modify is created The Orders List View appears Click Order Number The Orders Detail view appears Click Customize The Product Configuration screen appears Click Facilities The facilities enlisted for the current service appear CaANoarowon a 10 11 12 13 14 18 19 20 21 22 23 24 25 Unselect the facilities to be removed More than one facility can be unselected Click Done The Orders Detail View appears The details of the current order being created appear Click Accessory Check The Sub Status changes from Pending to Accessory Check Done Click Validate All the mandatory changes made are verified Note The Sub Status changes to Validation Successful If the validations are successful a message Validations are successful appears Click Demand Note The Orders Demand Note View appears The Demand Note is generated for the requested facility Note A record with Demand Note Number and the Amount if any to be paid by the customer appears Click Submit Order The order is submitted to the downstream systems Note The Status is Submission In Progress and the Sub Status is Validation Successful The Status field becomes In Progress and Completed thereafter in
35. Service Id Ph Click Services screen The Services Home View appears Search on Service Id Ph copied above Click Query The service record appears Paste Ctrl V the copied Service Id Ph Verify and confirm the details in the Services Detail View By default the Service Details Components View appears Check if the product components requested are provisioned as per the customer s requirement 5 2 Existing Landlines forming new Call Hunting Group Prerequisites to proceed The landline connection should be existing User CSR To add new Call Hunting Group to the Existing Landline D2 OV eB ONE 10 11 15 16 17 18 20 21 22 23 24 25 Click Customer Accounts The Customer Accounts Home View appears Enter the value in any or all of the Search fields Click Go The Customer Accounts Account Summary View appears Select Order Sub Type as Add to CH Group Click Save or Ctrl S The record is saved Click Modify An order with the Order Type as Modify is created The Orders Detail View appears with all the details of the current order being created Click Customize to select the Plan Facilities Accessories and the Schemes The customer can customize the product according to the requirement Click Plans tab to select plans By default none is selected Here only one option has to be selected Click Calling Level tab to select customer s choice for Local STD and ISD B
36. Sub Type and other fields are auto populated Enter the information in all the mandatory fields Billing Account Installation Address and Connection Type as Permanent Usage Code and Service Category Select the Service Line as Basic Phone Service Service as Wire line Service Type as Landline and Service Sub Type as Fixed Landline Click Order Number The Orders More Info View appears Click Line Items View tab The Orders Line Items View appears Click New A new record is created Provide information in all the mandatory fields Nominee Name Nominee Relation and Product Note Depending upon the Service Type selected Product is filtered and displayed Click Line The details of the Products selected can be viewed Click Customize to select the Plan Facilities Accessories and the Schemes The customer can customize the product according to the requirement Click Plans tab to select the Centrex plans By default none is selected Only one option can be selected at a time Click Calling Level tab to select the customer s choice for Local STD and ISD By default Local is selected Click Facilities tab to select the facilities Click Accessories tab to select the requested accessories of the choices provided By default LL NON CLI PHONE is selected Click Centrex Schemes Deposit Schemes Installation Schemes Rental Schemes and CUG Plans to select the customer s choice By default none is selected Only
37. To disconnect a member from Call Hunting Group See Deleting a member from Call Hunting Group ii To Existing Landlines forming new Call Hunting Group See Existing Landlines forming new Call Hunting Group 5 8 Change of child number in Call Hunting Group Prerequisites to proceed The customer should have an existing child Call Hunting group connection Users CSR To change child number in Call Hunting Group 1 Click Customer Accounts The Customer Accounts Home View appears 2 Enter any or all the values in the Search fields Ds OV Pe 10 11 15 16 17 18 20 21 22 23 24 25 26 Click Go The Customer Accounts Account Summary View appears Select Order Sub Type as Indicator Change Click Save or Ctrl S The record is saved Click Modify An order with the Order Type as Modify is created The Orders Detail View appears with all the details of the current order being created Click Customize to select the Plan Facilities Accessories and the Schemes The customer can customize the product according to the requirement Click Plans tab to select the Centrex plans By default none is selected Only one option can be selected at a time Click Calling Level tab to select the customer s choice for Local STD and ISD By default Local is selected Click Facilities tab to select the facilities Click Accessories tab to select the requested accessories of the choices provided By default LL
38. Type as Shift and Order Sub Type as Shift Across exchanges Child order or Reconnection order is created Second an order with the Order Type as Shift and Order Sub Type as Disconnect Parent order or Shift Disconnect order is created Note The Orders Detail View of the Child Order appears The Available Numbers button is active 10 Select a new installation address from the Address pick applet The new address is selected 11 Select the Nature Of Shift field under the More Info view tab The options are vi Shift CRD Shift when Feasible Shift Immediate If the Nature of Shift is Shift CRD In this scenario the Available Numbers button is active Click Available Numbers A list containing the phone numbers available in the current exchange appears Select a number from the list The selected number is populated in Service Id Ph field Click Reserve Number The Sub Status field becomes Port Available Click Accessory Check The Sub Status field changes to Accessories Check Done Change the Customer Requested Date to the date requested by the customer It cannot be less than the current date Click Validate An alert indicating that all validation are successful is generated Note The Sub Status field changes to Validation Successful User AOTR Login as AOTR The AOTR Home View appears Under Activities click the activity which has to be approved for shift The Orders Activities View of the Parent discon
39. and change the existing phone number Before the Shift process starts the New Installation Address should be provided in the Contacts Addresses View for that particular customer If not it has to be provided in the Orders Detail View Prerequisites to proceed Customer should have a permanent landline provisioned Users CSR To Shift across exchanges without number change Click Customer Accounts screen The Customer Accounts Home View appears Enter any or all of the values in the Search Criteria 1 2 3 Click Go The Customer Accounts Accounts Summary View appears 4 Click Addresses view tab The Customer Accounts Addresses View appears 5 Click Account Summary view tab The Customer Accounts Account Summary View appears where the services provided to that particular customer appears D Select the Order Sub Type field as Shift Across exchanges 7 Click Shift Two orders are created and an activity is created under parent disconnect order i First an order with the Order Type as Shift and Order Sub Type as Shift Across exchanges Child order or Reconnection order is created ii Second an order with the Order Type as Shift and Order Sub Type as Disconnect Parent order or Shift Disconnect order is created Note The Orders Detail View of the Child Order appears The Available Numbers button is active 8 Select a new installation address from the Address pick applet 9 Select the Nature Of Shift fi
40. appears Menu New Undo Record ctrl U New Record Ctri N Copy Record Ctri 6 Save Record ctrl 5 New Query Alt Q f Run Query AIt ENTER Refine Query At R About Record Ctr Alt K Record Count Ctrl Shift 3 Create Bookmark Print Preview Print 1 Pico Figure 1 Options under Menu button Select Cancel The Status field changes to Cancellation in Progress and then to Cancelled if the Status was earlier In Progress eventually indicating that the order has been cancelled If the Status of the order was other than In Progress the Status now changes to Cancelled after the Cancel option is selected Note For orders with Order Type as Shift and Transfer the parent order cannot be cancelled but when the child order is cancelled in the way mentioned above both the orders parent as well as child orders are cancelled that is the Status field for the orders becomes Cancelled 1 24 Change in Bill Plan Land Line In this scenario the customer can change the existing bill plan As the bill plan changes the pricing of the service also changes accordingly Prerequisites to proceed The customer should have an existing landline connection User CSR To change the bill plan of a customer 1 2 Follow Step 1 to Step 6 of Facility Provisioning for Landline Click Plans This tab is selected by default Change the plan by selecting a plan requested by the customer Click Done The Ord
41. appears To view the changes made 14 Click Customer Accounts screen The Customer Accounts Home View appears 15 Enter the Account Name in the Search field 16 Click Go The Customer Accounts Account Summary View appears 17 Click Contacts View tab The Customer Accounts Contacts View appears The new Name of the customer appears here 1 27Change in Billing Address In this scenario the customer can request for a change in the Billing Address Prerequisites to proceed The customer should have an exisitng landline connection Users CSR AOTR To change the billing address of the customer User CSR 1 Click Service Requests screen The Service Requests Home appears 2 Click SR List link The Service Requests List View appears 3 Click New A new record is created highlighted in yellow Note Request Status Sub Status Customer Name and Owner fields are auto populated 4 Enter the information in the mandatory fields Account Service Id Request Type Change Type Change Sub Type and Description 5 Click Ctrl S or go to Menu and click Save Record The record is saved 6 Enter the information in the mandatory fields in the Updated Details in the lower applet House No Flat No Village Name Colony Name City Mandal State District PIN Note The Address Type field is auto populated as Billing Address and Country is auto populated as India 7 Click Submit The Sub Status field changes to Assigned to CO Not
42. are selected Click Calling Level tab to select the customer s choice for Local STD and ISD By default Local is selected Click Accessories tab to select the requested accessories of the choices provided By default LL NON CLI PHONE is selected The remaining tabs can be customized individually depending on the requirement of the customer Click Done to accept all the information provided The Orders screen appears with the selected products under the Line Items tab Click Available Numbers A list with all the available numbers for that particular exchange and Service Type appears Select a number from the list Depending on the availability the list is populated Click OK The number is updated in the line items Click Reserve Number The Landline number is reserved All the requested extensions are reserved and the Accessory Check button is enabled 35 36 37 38 39 40 41 42 43 Click Accessory Check to check the feasibility of the accessories After the Accessory Check is successful Validate button is enabled Set the Broadband Required Flag to Y Click Validate If any of the information is missing an alert is displayed with an appropriate message For example If a plan is not selected an alert with the message Select atleast one plan appears Fill in the relevant details and navigate to the Orders screen and click Validate If the information provided is complete and correct th
43. button ii Once the Account Name is entered it is a hyperlink 5 Click Account Name The Customer Accounts Account Summary View appears Information should be provided in the following view tabs e Addresses e Contacts e Billing Accounts 6 Click Addresses View tab The Customer Accounts Addresses View appears 7 Click New A blank record is created and is highlighted in yellow Provide information in all the mandatory fields Billing Address Billing Correspondence Address and Installation Address 9 Click Contacts view tab located next to the Accounts Summary View tab The Customer Accounts Contacts View appears 10 Click New A blank record is created and is highlighted in yellow 13 14 15 16 17 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 Provide information in all the mandatory fields Surname Name Preferred Communication Method and Preferred Communication Language Click the down arrow located next to the Accounts Summary View A dropdown list appears Select Billing Accounts Click New A blank record is created and is highlighted in yellow Provide the information in the mandatory fields Billing Account Type Billing Account Sub Type Frequency Preferred Language Name Bill Period Billing Address and Billing Corresponding Address For more information on Billing Accounts field names and their description See Fiel
44. field changes to Accessories Check Done e Change the Customer Requested Date to the date requested by the customer It cannot be less than the current date f Click Validate A message All validations are successful appears Note The Sub Status field changes to Validation Successful User AOTR g Login as AOTR The AOTR Home View appears m Under Activities click the activity which has to be approved for shift The Orders Activities View of the Parent disconnect order appears Note The Type for shift will be Shift Approval If you click the Reject button the Status of the activity is Rejected and both the Reconnect and Disconnect orders has the Status as Cancelled indicating that neither service for the old address has been disconnected nor the connection for the new address connection is done If you click the Approve button the Status of the activity becomes Approved User CSRHYD h Login as CSRHYD The CSRHYD Home View appears Note After AOTR approves the activity has to be closed by CSRHYD i Under Activities click the activity which has to be closed The Orders Activities View of the Parent Disconnect order appears The Close button is enabled j Click Close The activity Status is Closed k Click Child Orders view tab The Orders Child Orders View appears Note In the lower applet the child or reconnect order is seen l Click Order Number The Orders Detail View of the Chi
45. is updated automatically when the CSR clicks New button Initially Sub Status will be unassigned Following Flags will be set to True based on the following conditions PCO Flag This flag will be set to True when the CSR selects the Service Id that is If Service is Landline PT then this flag will be set to True which indicated that the Service is related to PCO public phone VIP Flag This flag will be set automatically when the CSR selects the Account It is valid for a VIP account only New Connection This flag will be set to True when the CSR selects the Service Id that is if the Service was provided within last 30 days only Repeat Flag This flag will set be to True when the Complaint is repeatedly raised by the customer within a period of 30 days This is applicable only if the Service Id Complaint Type Complaint Sub Type are same Escalated Flag This flag will be set to True when the docket is escalated to the next level that is SLA time crosses which means that the complaint is escalted to the next level Installation Details e On saving the record in step 8 based on the installation address details the following fields are updated automatically e Exchange Name SSA Circle Fault Details The following fields are displayed automatically when the Clarity system sends the updates to the CRM system All the fields are optional Note These values are displayed only if the Complaint Type is Technical e Fa
46. none is selected Only one option can be selected at a time 13 Click Done to accept all the information provided The Orders Line Items View with the selected products appears 14 Click Accessory Check The feasibility of the accessories selected is verified 15 Note After the Accessory Check is successful Validate button is enabled 16 Click Validate All the mandatory changes made are verified Note i If any of the information is missing an alert is displayed with an appropriate message For example if a plan is not selected an alert Please Select at least one plan appears ii If a Pilot Number and HUNTING Facility are not removed an alert with the message Pilot Number and HUNTING Facility Should be removed appears Fill in the relevant details and navigate to the Orders Screen and click Validate 17 Fill in the relevant details and navigate to the Orders Screen Click Validate 18 If the information provided is complete and correct the order is validated successfully A dialog box with the message Validations are successful appears 19 Click Submit Order The order is submitted to the downstream systems Note i Upon successful submission of the order a message Order is submitted successfully appears The order is submitted to the downstream systems for further processing After the process is completed the response messages are received from the downstream systems ii CRM Order Id is
47. one option can be selected at a time Click Done to accept all the information provided The Orders Line Items View with the selected products appears Click Available Numbers A list with all the available numbers for that particular exchange and service type appears Select a number from the list Depending on the availability the list is populated Click OK A number is selected Click Reserve Number The Service Id Ph number selected is reserved Click Accessory Check The feasibility of the accessories selected is verified Note After the Accessory Check is successful Validate button is enabled Click Validate The mandatory changes made are verified 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 Note CH Pilot No Reference value is updated with Service Id Ph number If any information is missing an alert is displayed with an appropriate message For example if a plan is not selected an alert Please Select at least one plan appears Fill in the details Click Orders List link The Orders List View appears Click Order Number The Orders Detail View appears Click Validate If the information provided is complete and correct the order is validated successfully A message Validations are successful appears Click Demand Note The Orders Demand Note View appears Noite If the Total Amount in the Orders screen is Rs 0 00 then the Submit O
48. service that has been transferred appears This is the service which has been transferred from another account 22 Landline Transfer Third Party Transfer with Installation Address change In this scenario the customer can transfer the existing Landline service to another customer In this case the installation addresses of both these customers are different Prerequisites to proceed For any transfer process it is required that the customer to whom the service is being transferred should have an existing account with BSNL Users CSR AOTR To transfer a landline service from one customer to another with different installation addresses 1 Click Customer Accounts screen The Customer Accounts Home View appears 2 Enter any or all of the values in the Search Criteria 3 Click Go The Customer Accounts Account Summary View appears 4 Select Order Sub Type field as Third Party without inst addr 5 Click Transfer Two orders are created and an activity is created under the parent order which can be viewed in the Activity view tab of the parent disconnect order i First an order with Order Type as Transfer and Order Sub Type as Third Party without inst addr Child order or Reconnection order is created ii Second an order with Order Type as Transfer and Order Sub Type as Disconnect Parent order or Shift Disconnect order is created Note The Orders Detail View of the child order appears The Accessory Check button is active
49. the information in the mandatory fields Account Service Id Request Type Change Type Change Sub Type and Description 6 Click Ctrl S or go to Menu and click Save Record The record is saved 7 Enter First Name and Last Name fields which are mandatory They are present under the Updated Details section in the lower applet 8 Click Submit The Sub Status field changes to Assigned to CO An alert is created for the CO in the CO home page User CO 9 Login as CO The CO Home View appears 10 Click Alert under My Alerts The SR List View for that particular Service Request appears 11 Click Reject The Service Request is Rejected The Status field becomes Closed and the Sub Status field becomes Rejected 12 Click Approve The Service Request is Approved The Status field and the Sub Status field options are given below e f Sub Status is Approval in Progress Status becomes Open e If Sub Status is Pending Status becomes Open e If Sub Status is Resolved Status becomes Closed e f Sub Status is Approval Failed Status becomes Closed 13 If the Service Request is approved the changes in the customer Name are updated in the Contacts and Customer Accounts View of the customer in the CRM and also in the Billing system Note For any given account if a Service Request is raised another Service Request similar to the previous one cannot be raised If raised an alert indicating that a similar request has already been raised
50. the information provided is complete and correct the order is validated successfully A dialog box with the message Validations are successful appears Note Demand Note button is enabled after the validations 44 Click Demand Note The Demand Note View appears Note If the Total Amount in the Orders screen is Rs 0 00 then the Submit Order button is activated without any payments Make Payment button is disabled in the Demand Note Tab 45 Click Make Payment Based on the amount generated the customer may have to pay the deposit as well as the other charges Note i Once the payment is made a Receipt Number is auto populated in CRM ii Submit Order button is enabled after the payment details are entered 46 Click Submit Order Upon successful submission of the order a message Order is submitted successfully appears The order is submitted to the downstream systems for further processing After the process is completed the response messages are received from the downstream systems Note CRM Order Id is the Reference Number to search a particular record in the Clarity system for generating a Service Order Number SO number 47 Click Orders List link The Orders List View appears 48 Click Order Number The Orders Detail View appears 49 Click Milestones View tab The Orders Milestones View appears Note The status updates from the downstream systems can be viewed After completing the process in the Provision
51. to be approved for shift The Orders Activities View of the Parent disconnect order appears Note i The Type for shift will be Shift Approval ii If you click the Reject button the Status of the activity is Rejected and both the Reconnect and Disconnect orders has the Status as Cancelled indicating that neither service for the old address has been disconnected nor the connection for the new address connection is done iii If you click the Approve button the Status of the activity becomes Approved User CSRHYD 9 Login as CSRHYD The CSRHYD Home View appears Note After AOTR approves the activity has to be closed by CSRHYD Under Activities click the activity which has to be closed The Orders Activities View of the Parent disconnect order appears The Close button is enabled Click Close The activity Status is Closed Click Child Orders view tab The Orders Child Orders View appears Note In the lower applet the child or reconnect order can be seen Click Order Number The detail view of the child or reconnect order appears Click Submit Order The order is submitted to the downstream systems Note The Status field displays Submission In Progress and the Sub Status field displays Validation Successful The Status field becomes In Progress and Completed thereafter indicating that the child and the parent orders are completed Once the order is completed the view becomes completely non editable m
52. 17 202069 and Complaint Type Technical CSR cannot raise the complaint on the same Service Id In that scenario Click Complaint Type The Error appears Click OK Provide the valid data Following fields are auto populated Docket Auto populated Account Auto populated when CSR selects the account Contact Name Auto populated when CSR selects the Service Id Channel Of Approach Auto populated with the value Call Center If a complaint is raised from different channels this field is updated accordingly For example if the complaint is raised from Web Portal value will be Web MSO If the complaint is raised due to Major Service Outage this field is updated automatically Priority Auto populated with the value 3 Medium This value is based on the Account and Asset flag values that is If the following values are set to True then Priority will be updated as 1 ASAP all below fields displayed on the screen PCO Flag VIP Flag are auto populated and in case the connection is provided with in a month then New Connection check box would be checked Date Opened Date is auto populated with the current system date when CSR clicks the New button This field is non editable Date Closed This field is updated when the complaint is closed When CSR clicks the Close Docket button the current system date appears Status This field is updated when CSR clicks the New button Initially the Status will be Open Sub Status This field
53. 2 Shift of ISDN within the Exchange with number Change sscceesceeeeeeeeeeeeeeeeteneeeeeeeeeeaeeeseeenaes 95 6 3 3 Shift of ISDN Across Exchanges and within ZONES ceeceeeeeeeeeeeeeneeeeeeeeeaeeeeaeeeeaeeeeeeseeeeeneeeeaes 98 6 3 4 Shift of ISDN Across ZOMGS cecccesceeesceteseeeeeeeceneeseaeeteaeeseaeeteneeseaeeseaeeseaeeseseeseaeeessaeseaeeseeeseeeteaes 98 6 4 Creating ISDN Disconnection Order ccccccececeeeeeeeeeeeeeteaeeeeeeeeeaeeseaeeeseaeeseaeeeseaeeessaeeseaees 99 7 Business Scenarios Complaints on isisccecsscscsecsctnacenssccacecactacsnsantaaseacteacesaseansecactsains 101 7 1 Creating a New Complaint Technical Billing ccceeceeeeeeeeeeeeeeeneeeeeeeeseaeeseneeeeeeeeeeees 101 7 2 Closing the Complaint Technical Billing ccccccccceeeeneeeeeeeeeeeeeeeeeeseeeeseaeeseeaeeseneeeeees 103 7 2 1 Closing the Complaint by CSR eeeecceeeeeeeeeeeeeeeeeeneeeeeeeeaeeeeaeeseaeeseaeeseaeeseaeeseeeeteeseneeseneeeeeeess 103 7 2 2 Closing the Complaint by FTO 0 0 eeceecceseneeeeeeeceneeeeeeceaeeeeaeeseaeesaeeseaeeseaeeseaeeseeeeeeeseaeeseeeseaeenes 104 7 2 3 Closing the Complaint by AOTR ceccceesceeeseeceneeeeeeeseaeeeeaeeceaeeseaeeseaeeseaeeseaeeseaeeseaeeenaeeseaeeeeaeeres 104 8 Business Scenarios Broadband sasvccissssascssiesssssecesssescscsesssscssesaisewssasannseseceseanensanea 105 8 1 New Broadband Connection cccccccecccececeeceneeeeeeeeeeaeeseaeeeseaeeseaeesea
54. Accessory Check Done 8 Change the Nominee Relation and the Nominee Name field under Orders Line Items view tab 9 Click Validate to check whether all mandatory changes have been made The Sub Status field value changes to Validation Successful If the validations are successful a message Validations are successful appears User AOTR 1 Login as AOTR The AOTR Home View appears 2 Click Transfer Approval link under Activities The Orders Activities View of the Parent disconnect order appears 3 Click Approve or Reject If the activity is approved the Status of the activity becomes Approved If the activity is rejected the Status of the activity becomes Rejected and both the child reconnect and the parent disconnect orders are cancelled User CSR 4 Go to the Activity view tab of the parent disconnect order 5 Click Close The Status of the activity becomes Closed 6 Click Child Orders view tab The Orders Child Orders View appears Note The child order record appears in the lower applet 7 Click Order Number The Orders Detail View of the child order appears 8 Click Demand Note A Demand Note for the requested facility is generated Note The Orders Demand Note View appears A record with the Demand Note Number and Amount if any to be paid by the customer appears The Demand Note button becomes inactive 9 Click Make Payment The payment is made in PMS Note Once the payment is made the Recei
55. CONSULTANCY SERVICES CRM User Manual The total number of pages in this document including the cover page is 116 Confidential x 1_Business scenarios Landline This section describes the business scenarios performed using different modules of the CRM application A business scenario is a procedure which contains number of independent tasks that span across different modules The detailed steps for the individual tasks are explained in the corresponding modules Some scenarios explain the interaction with the external applications This section provides e Prerequisites for performing the scenarios e Different scenarios in the CRM application 1 1 Prerequisites e Login credentials for CRM application e Prior Knowledge about the scenarios 1 2 Scenarios in CRM Scenarios in CRM can be categorized as follows e Landline e WLL e PCO e Centrex e Call Hunting Group e ISDN e Complaints e Broadband This chapter deals with the Landline scenarios 1 3 New Permanent Phone Connection In this scenario a new customer requests for a new phone connection The customer details are collected in the Customer Acquisition Form CAF and the details are entered into the system Depending on the customer s exchange the Service Id Phone Number is provided A New Permanent Phone connection is created in two ways e Using the Auto Order feature e Manually To create a New Permanent Phone Connection information in the
56. Combo Normal Plan Select the appropriate option Go back to Broadband Product Configuration View Click Modem Type and select the appropriate type Click customize icon Select the corresponding acquisition type and Installation Required Flag Go back to Broadband Product Configuration View Click Static IP Component and select the appropriate component The remaining tabs can be customized individually depending on the requirement of the customer 46 Click Done to accept all the information provided The Broadband Detail View appears with the selected products under the Line Items tab 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 Note Order type of the new order created is Modify and Sub type is Broadband Provision Landline Order tab displays the corresponding Landline order Enter User Id and Email against the Broadband product Note The number of e mails should be equal to the number of e mails eligible for the plan that includes the primary e mail which is created automatically when the User Id is created successfully Click User Id Creation The User Id is created Note If the creation is successful then e Sub Status changes to Validation Successful e All fields and Emails becomes non editable e Customize button is disabled e Demand Note button is enabled Click Demand Note The Orders Demand Note View appears Note Based on the broadband details
57. Line plans appear By default None is selected Here only one option can be selected Depending on the Plan selected the corresponding Facilities Calling Level Accessories and Schemes are selected ii Click Facilities to select one or all among Call Transfer Call Waiting Conference and Calling Line Identification iii Click Calling Level to select one or all of the customer s choice for Local STD iv Incoming Call Barring Outgoing Call Barring and ISD V Click Accessories to select one or all of the choices provided vi Click Centrex Schemes to choose the relevant scheme vii Click Deposit Schemes to select the schemes viii Click Installation Schemes to select the installation schemes Click Done If the information provided is accepted the Orders Detail View appears Click Available Numbers A list with all the available numbers for that particular exchange is populated Select one of the numbers from the list or enter the last 4 numbers of the customer s choice in the Preferred Number field Depending on the availability the list is populated Note If the customer requests for 23456789 enter 6789 in the Preferred Number field to see if the number is available Click OK The number is selected Note To reserve a number selected enter a Line Item Click Reserve Number Once the number is reserved the Accessory Check button is enabled Click Accessory Check The Order Sub Status becomes Accessories Ch
58. TATA CONSULTANCY SERVICES Experience certainty IT Services Business Solutions Outsourcing BSNL CDR CRM Application Version 1 0 User Manual June 2009 BSNL Hyderabad India TANITA TIAA ATATA TATATA TATATA TATATA TATATAT NSTYZNSTYANSIYANSTYANSTYANJTVANNTVNTYANJTYANTVNTYANJIYANT VANTANT VNTY ANTYANTYANTY NTYANTVANTYNIYAN IVANSTYANNEYANSTVANSTVNTVANIVANNTYANJEYANTVANTVNTVANTVANTYANTYANVANTVNTVANIVANTYANTYANTVANTVNTYN NUT PANVTVANNTP NGTVANNTPANGHPANNT YANG TP NGH PANG P NGT PANN PANGEVANNTPANGEP ANT PANG TP AGEP NNHP NUE PANN P ANIP NNTPANNEPANN ANTANTI ETA TATATATA TA TAATA TATA TATATA TATATATA TATA TATATATA TATA CONSULTANCY SERVICES Experience certainty IT Services Business Solutions Outsourcing BSNL CDR CRM Application Version 1 0 User Manual June 2009 BSNL Hyderabad India TANITA AATA TATATATA TATATA TATATA TATATAT NUTPANGTV NGTVANNTYANGTYANGHYANGTVANNT VANS ANGTY NUTV NNTPANNT VANTANT VNTY ANTYANTYANTY ANTYANTVANTYNIYAN IVANNTYANGTY ANN ANN YANNI YANN TV ANG TV NGTVANG HY ANGTVANGT YANG YANNI YANNI PANTY NGTY NGHV NGHVANGT PANG ANNI ANNI PANN PANN NUT PANVEVANNTP NGTVANNTPANGHPANNT PANG TP NGT PANG Y NUTV NNTP NGEV ANT PANGEP ANT ANGE P AGEP NGHP NUE PANN PANN IP NNTPANNEPAANN ANTANTI TENTATA GAS A SEAS GS ANTS GS NS GS TS TATA CONSULTANCY SERVICES CRM User Manual This is a controlled document Unauthorised access copying replication or usage for a purpose other than for which it i
59. The Services Home View appears 11 Click Services List link The Services List View appears 12 Paste Ctrl V the copied phone number in the Service Id Ph field A record with this phone number with Status field value as Active appears 13 Click the corresponding Service field The Service Components View appears In the lower applet under the Product field the new bill plan can be seen 1 25FLPP Disconnection In this scenario the disconnection of the FLPP service is requested by the customer Although the customer chooses to close the connection voluntarily CSRRTN intervenes to check if the connection can be kept active Prerequisites to proceed The customer should have an existing FLPP connection Users CSR CSRRTN To disconnect an FLPP connection 1 Follow Steps from 1 to 14 of the Voluntary Disconnection of Landline Permanent Disconnection of Landline 1 26Customer Name Change In this scenario the customer can request for a change in their account name Prerequisites to proceed The customer should have an existing landline connection Users CSR CO To change the name of the customer User CSR 2 Click Service Requests screen The Service Requests Home View appears 3 Click SR List link The Service Requests List View appears 4 Click New A new record is created highlighted in yellow Note The fields Request Status Sub Status Customer Name and Owner are auto populated 5 Enter
60. Type as Modify is created The product configuration screen appears 5 Click Done The Orders Detail View appears The details of the current order being created appear 6 Note The Available Numbers and Accessory Check button are active The Service Sub Type field is editable 7 Select the Service Sub Type field as Fixed Landline Follow Step 10 to Step 18 in the Facility Provisioning for Landline 2 Business Scenarios WLL 2 1 New WLL Fixed WLL is wireless local loop which is a term used for a wireless communications link Prerequisites to proceed The CSR should have a CAF details from the customer for whom the WLL is being provisioned Users CSR To provide a new WLL service for a customer 9 10 11 12 13 14 15 16 20 21 22 23 24 25 26 27 28 29 Click the Customer Accounts screen The Customer Accounts Home View appears Click Customer Accounts List link The Customer Accounts List View appears Click New A blank record is created and is highlighted in yellow Note Customer Id field is auto populated The default value for Status is Prospect Enter the information in the mandatory fields Account Name Surname Name and Account Type Note To refresh or delete the record you just entered press Esc button Click Account Name The Customer Accounts Accounts Summary View appears To create a new WLL connection the customer has to provide the details in the followi
61. View appears Click Orders List link The Orders List View appears Click the down arrow A list appears 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 Select Orders The Orders Detail View appears Click New A record with the customer name appears Note The fields Order Order Number Order Type Order Sub Type Credentials Collected Currency Code Number Type Sales Channel Order Date Customer Requested Date Status and Sub Status are auto populated Enter the information in the mandatory fields Account Name Billing Account field and Installation Address Note Select the Service Line field as Basic Phone Service Service as Wireless Service Type as WLL Service Sub Type as WLL Fixed Connection Type and Usage Code The conditions are given below a If itis a Permanent connection the End Date field is disabled b If itis a Casual connection the End Date field is enabled and is mandatory Click Order Number The Orders More Info View appears Click Line Items view tab The Orders Line Items View appears Click New A record appears Note Line and Billing Account Usage Code Action Code DQ Level Value DQ Level Suggested Name Deposit Type Refund Type and Quantity fields are auto populated Enter Nominee Name select Nominee Relation Click Ctrl S The record is saved Click Customize The Plans tab is active by default Select a plan facility accessories fro
62. a aa ead 85 6 1 1 Creating a New ISDN BRI ISDN PRI New Connection ecceeeeceeeeeeeeeeeeeneeeeaeeeeeeeeeeeeeeeeeeeeenaas 85 6 2 Creating ISDN Modify Order c cceecceeeneceeeeeseeeeeeaeeeeeaeeseeeeeseaeeseaeeeeaeeseaeeseeeeseaeesseaeenenees 88 6 2 1 Facility Provisioning for ISDN cc eeeeeeeeeeeeeeeeeeeeeeeeeeeeceaeeeeaeeseaeeeeaeeseaeeseaeeseaeeseaeeseaeeseeeeseeeeeeeeeaes 88 6 2 2 Facility Disconnection for ISDN cee eeeeeeceeeeeeeeeeeeeeeeeeeeeeeeeeeeeaeeeeaeeseaeeseaeeseaaeseeeeesiaeeeeeeessaeeseeeenaas 89 6 2 3 Accessory Provisioning for ISDN eeeeeeeceeeeeeeeneeeeeeteaeeeeeeeseaeeeeaeeseaeeseaeeseaeeeeeeeesiaeeseeeessaeeseaeenaas 89 6 2 4 Pilot Number Change for ISDN cceeeceseeceeeeeeeeneeeeeeeseaeeeeaeeseaeeeeaeeseaeeeeaeeseaeeseaeeseaeeseeeseneeeeeeeenes 90 6 2 5 Adding DIDS for ISDN 0 ccccecececeeseeeceeecececeeeeeeseceaecaeceeecaeecaeeaesceseeecaeesaeeeaeeeaeseaeseaeseaesaeeeaeeeaeeaes 90 6 2 6 Deletion of DIDS for ISDN 00 0 eee eee cence cee eeeeeeeeeeeeeseaeeeeaeeseaeeseaeeseaeeseaeeesaaeeeeeesiaeeseeeessaeeseeeenaas 91 6 2 7 Increase of Junctions for ISDN eeeeeeeeeeceeeeeeeeeeeeeeeeeeeeeeeeeeseaeeseaeeseaeeseaeeseaaeeeeeeesiaeeseeeessaeeeeeeenaas 91 6 3 Creating ISDN Shitt Orders is castes idiniin saunas nanka eet iedeeels ve daa eie sea REE ee EEE EERE 92 6 3 1 Shift of ISDN within the Exchange without number Change cccceeeceseeeeeeeeteneeeeeeeeeneeeeseeenaes 92 6 3
63. abled 17 Customize broadband order if required and feasible Note Follow Step 35 and 61 in Creating a New Broadband Connection Shift Immediate The user can complete the disconnect order parent order before the child order as the Submit Order button and the Available Numbers button are both active Note Change the installation address failing which an alert is generated that the installation address needs to be changed 18 Customize Landline order if required Note Follow Step 25 and 27 in Creating a New Broadband Connection 19 Click Accessory Check The Sub Status field value changes from Pending to Accessories Check Done 20 Click Validate A message Validations are successful appears The Follow On button is enabled 21 Customize broadband order if required and feasible Note Follow Step 35 and 61 in Creating a New Broadband Connection 8 4 2 Shift of Landline within the Exchange with number change Prerequisites to proceed Customer should have a permanent Landline and broadband connection provisioned Users CSR To do the Shift of Broadband process within the same exchange and without changing number follow the procedure below Click Customer Accounts The Customer Accounts Home View appears Enter any or all of the values in the Search Criteria Click Go The Customer Accounts Account Summary View appears Click Addresses View tab The Addresses view with various types of addresses appears Clic
64. appears In the lower applet the Child or Reconnect order can be seen Click Order Number The detail view of the child or reconnect order appears Click Submit Order The order is submitted to the downstream systems Note The Status field displays Submission In Progress and the Sub Status field displays Validation Successful The Status field becomes n Progress and Completed thereafter indicating that both the child and the parent orders are completed Once the order is completed the view becomes completely non editable I Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream systems with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet also displays Completed indicating that the order has been completed e Ifthe Nature of Shift is Shift Immediate In this scenario the user can complete the disconnect order parent order before the child order as the Submit Order button and the Available Numbers button are both active a Change the installation address Note If the address is not changed an alert is generated indicating that the installation address needs to be changed b Click Accessory Check The Sub Status field changes from Pending to Accessories Check Done Note If an alert is generated to rem
65. ated The Orders Detail View appears with all the details of the current order being created Click Customize to select the Plan Facilities Accessories and the Schemes The customer can customize the product according to the requirement Click Plans tab to select the Centrex plans By default none is selected Only one option can be selected at a time Click Calling Level tab to select the customer s choice for Local STD and ISD By default Local is selected Click Facilities tab to select the facilities Click Accessories tab to select the requested accessories of the choices provided By default LL NON CLI PHONE is selected Click Centrex Schemes Deposit Schemes Installation Schemes Rental Schemes and CUG Plans to select the customer s choice By default none is selected Only one option can be selected at a time Click Done to accept all the information provided The Orders Line Items view with the selected products appears Click Accessory Check The feasibility of the new order is verified Note The Sub Status changes from Pending to Accessory Check Done Click Validate The mandatory changes that have been made are verified Note If a CH Pilot No Reference is not null an message Please Remove Pilot Number appears Fill in the relevant details and navigate to the Orders Screen and click Validate If the validations are successful the Sub Status changes to Validation Successful A dialog box w
66. ation Successful ii The Status field value becomes In Progress and Completed thereafter indicating the completion of both the orders child and parent orders Once the order is completed the view becomes completely read only for the user Click Milestones view tab The Type field indicates with which downstream system the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view shows Completed the Status field in the upper applet shows Completed indicating that the order has been completed e f Nature of Shift is Shift Immediate In this scenario the disconnect order parent order should be completed before the child order Note The Submit Order and Available Numbers buttons are activated If the Installation Address is not changed an alert is generated Case 1 When you click Available Numbers button 1 Click Available Numbers A list containing phone numbers available in the current exchange appears Click Centrex ISDN Group Id pick applet The Centrex ISDN Group Number applet appears Select the ISDN Group Number created Click Reserve Number The Sub Status field becomes Port Available Select a number from the list The selected number is populated in the Service Id Ph Click Accessory Check The Sub Status field value changes to Accessories Check Done Click Validate A message Validations are successful appears Click Submit Or
67. ation address Prerequisites to proceed For any transfer process it is required that the customer to whom the service is being transferred should have an existing account with BSNL Users CSR AOTR To transfer a landline facility from one customer to another customer without changing the installation address User CSR Oi RGN se Click Customer Accounts screen The Customer Accounts Home View appears Enter any or all of the values in the Search Criteria Click Go The Customer Accounts Account Summary View appears Select Order Sub Type field as Third Party without inst addr Click Transfer Two orders are created and an activity is created under the parent order which can be viewed in the Activity view tab of the parent disconnect order i First an order with Order Type as Transfer and Order Sub Type as Third Party without inst addr Child order or Reconnection order is created ii Second an order with Order Type as Transfer and Order Sub Type as Disconnect Parent order or Shift Disconnect order is created Note The Orders Detail View of the child order appears The Accessory Check button is active 6 Change the Account Name Billing Account and Installation Address fields Note The new installation address has to be same as the installation address of the previous customer as this transfer does not involve change in installation address 7 Click Accessory Check The Sub Status field changes from Pending to
68. ation in all the mandatory fields Billing Address Billing Correspondence Address and Installation Address For more information on how to provide the Addresses See Creating New Address 8 Click Contacts view tab located next to the Accounts Summary View tab The Customer Accounts Contacts View appears 9 Click New A blank record is created and is highlighted in yellow 10 Provide information in all the mandatory fields Surname Name Preferred Communication Method and Preferred Communication Language 11 Click the down arrow located next to the Accounts Summary View A dropdown list appears Select Billing Accounts 12 Click New A blank record is created and is highlighted in yellow 14 15 16 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 Note The Billing Account Number Status and other fields are auto populated Provide the information in the mandatory fields Billing Account Type Billing Account Sub Type Frequency Preferred Language Name Bill Period Billing Address and Billing Corresponding Address Click Save or Ctrl S to save the record Click Orders screen The Orders Home View appears Click Orders List link The Orders List View appears Or Click Orders View in the Customer Accounts screen The Orders Detail View appears Click New A record is created and is highlighted in yellow Note Order Number Order Type and Order
69. ayed with an appropriate message For example If Hunting facility is selected an alert Please remove Hunting Facility appears Fill in the relevant details Click Orders List link The Orders List View appears 22 23 Click Order Number The Orders Detail View appears Click Validate If the information provided is complete and correct the order is validated successfully A message Validations are successful appears Note Demand Note button is enabled after the validations Click Demand Note The Orders Demand Note View appears Noite If the Total Amount in the Orders screen is Rs 0 00 then the Submit Order button is activated without any payments Make Payment button is disabled in the Demand Note Tab Click Make Payment The payment is made in PMS Based on the amount generated the customer has to pay the deposit as well as the other charges Note Once the payment is made a Receipt Number is auto populated in CRM Submit Order button is enabled after the payment details are entered Click Submit Order The order is submitted to the downstream systems Note i Upon successful submission of the order a message Order is submitted successfully appears After the process is completed the response messages are received from the downstream systems ii CRM Order Id is the Reference Number to search a particular record in the Clarity System for generating a Service Order Number SO number Click Orders List l
70. below 1 Follow the steps from Step 1 to 11 in the New WLL Fixed 2 Provide the information in the mandatory fields Contact Last Name Contact First Name Preferred Language Name Bill Period Billing Address and Billing Corresponding Address 3 Fill the fields with the following values Billing Account Type as PT Billing Account Sub Type select value from the dropdown list Frequency as Fort Nightly Click Orders screen The Orders Home View appears 5 Click Orders List link The Orders List View appears OR Click L and select Orders The Orders Detail View appears 6 Click New A record with the customer name is displayed Note The fields Order Order Number Order Type Order Sub Type Credentials Collected Currency Code Number Type Sales Channel Order Date Customer Requested Date Status and Sub Status are auto populated 7 Enter the information in the mandatory fields Account Name Billing Account field and Installation Address 8 Select the Service Line field as Basic Phone Service Service as Wireline Service Type as LL PCO Service Sub Type as either Landline PCO or FLPP PCO or CCB Connection Type and Usage Code 9 Click Order Number The Orders More Info View appears 10 Click the down arrow A list appears 11 Select Orders The Orders Detail View appears 12 Click New A record with the customer name appears 13 Note The fields Order Order Number Ord
71. ber of days the casual connection is required in the No of Days field 4 To submit the order See Step 11 to Step 25 in Creating a New Permanent Phone Connection using the Auto Order Feature 1 7 Disconnection due to Misuse Note This scenarios is for post production The disconnection due to misuse is initiated in the Fraud Management System FMS If the service has been misused in any way and it has been detected then the outgoing is barred for the customer Prerequisites User should have the Service ID Phone Number for which the service is being disconnected Users CSRHYD To check if the outgoing is barred for a service 1 Click Services The Services Home View appears 2 Enter the Service ID in the Service ID Ph field 3 Click Go The Services Detail View appears with the service associated with the particular Service Id Note i Atthis point the Operating Status indicates OG Barred MU ii If the customer continues to misuse the service the Operating status would indicate IG barred MU The customer s incoming and outgoing calls would be barred If the customer still continues to misuse the service it would be permanently disconnected iii For landline and other services such as WLL the Operating Status would be OG Barred MU only outgoing barred in the beginning where as for a PCO or PT service the Operating Status would be Suspend MU both the incoming and outgoing facility is barred 1
72. bmit Order The order is submitted to the downstream systems Note The Status field displays Submission in Progress and the Sub Status field displays Validation Successful The Status field becomes n Progress and Completed thereafter indicating that both the parent and the child orders are completed Once the order is completed the view becomes completely non editable Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream systems with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet displays Completed indicating that the order has been completed 1 17 Shift of Landline within the Exchange with number change In this scenario the customer can change the address within the same exchange and change the existing phone number Before the Shift process starts the New Installation Address should be provided in the Contacts Addresses View for that particular customer If not it has to be provided in the Orders Detail View Prerequisites to proceed Customer should have a permanent landline provisioned Users CSR To Shift within the same exchange and with number change Click Customer Accounts screen The Customer Accounts Home View appears Enter any or all of the values in the Search Criteria Click Go The Customer Accoun
73. cekestisttessnnveted iaa d aaa aa EA aAA eed 18 1 6 G s al GONMECHON issis raira a Neea Eaa A Ea a a 18 1 7 Disconnection due tO MISUSE sersarsreosrrceiii anorni i NEE E 18 1 8 Disconnection due to NON PayMentt sressesrsrismisssii rerne aerea a a aE EE AE A 19 1 9 Reconnection from Safe Custody ccccccccceceseeceeeeeeeeeceeeeeeeeeeseaeeeseaeeseeeseeeeeseaeesseaeeseeeees 20 1 10 Disconnection due to Shift rsrsrsr ttuen atinda anaa kasa asia etnies 21 1 11 Facility Provisioning for Landline eeceeeceeeeeeenneeeeeeneeeeeeeeeeeeeeaaeeeeeeaeeeeeenaeeeesesaeeeeeeaes 21 1 12 Facility Disconnection for Landline eee eeecee scence eeeeneeeeeeeeeeeeeaeeeeeeaeeeeessaeeeeeenaeeeeeeaaes 22 1 13 Accessory Provisioning for Landline 20 0 eee eeeeneeeeeeeneeeeeeeaeeeeeeeaeeeeeenaeeeeeesaeeeesenaeeeeeenaes 23 1 14 Accessory Disconnection for Landline cee eeceeeeeeeneeeeeeeneeeeeeenaeeeeeeeeeeeteaeeeeeenaeeeeeeaaes 24 1 15 Voluntary Disconnection of Landline Permanent Disconnection of Landline 0 26 1 16 Shift of Landline within the Exchange without number Change ccceccceeseeeesteeeeeeeeees 27 1 17 Shift of Landline within the Exchange with number change 2 ccccccseeeeeteeeteeeseneeeeees 32 1 18 Shift of Landline Across Exchanges with number change and within zones s 37 1 19 Shift of Landline Across Exchanges without number change and within zones 41 1 20 Shift of Land
74. customer Prerequisites to proceed The customer should have an existing fixed landline connection Users CSR To convert a fixed landline to a Prepaid service 13 Click Customer Accounts screen The Customer Accounts Home View appears 14 Enter any or all of the values in the Search fields Click Go The Customer Accounts Account Summary View appears 15 Select Order Sub Type field as Fixed to FLPP 16 Click Modify An order with Order Type as Modify is created The product configuration screen appears 17 Click Done The Orders Detail View appears The details of the current order being created appear 18 Note The Available Numbers and Accessory Check button are active The Service Sub Type field is editable 19 Select the Service Sub Type field as FLPP 20 Follow Step 10 to Step 18 in the Facility Provisioning for Landline 1 33Conversion of Prepaid to Fixed Landline In this scenario the customer has the provision to convert an existing FLPP service to a regular service Prerequisites to proceed The customer should have an existing prepaid connection provisioned Users CSR To convert from Prepaid to Fixed Landline service 1 Click Customer Accounts screen The Customer Accounts Home View appears 2 Enter any or all of the values in the Search fields Click Go The Customer Accounts Account Summary View appears 3 Select Order Sub Type field as FLPP to Fixed 4 Click Modify An order with Order
75. customer should have an existing Call Hunting group connection Users CSR To disconnect Call Hunting Group with landline disconnection oar WN gt Click Customer Accounts The Customer Accounts Home View appears Enter any or all the values in the Search fields Click Go The Customer Accounts Account Summary View appears Select Order Sub Type as Disconnect Click Ctrl S The record is saved Click Disconnect The Orders Detail View appears The details of the current order being created appear Note i An Activity for the disconnect order is created ii An order with the Order Type as Disconnect is created iii Activity created is of Type Retention Approval iv An alert is sent to the CSRRTN Home Page v Click Alert The Orders Activities View appears Note CSRRITN can either Approve Reject an activity Click Reject The status of an activity changes to Cancelled and Order Status changes to Cancelled Click Approve If the Comments field is null an alert Comments should not be null appears Enter the Comments field and click Approve The status of an activity changes to Approved and the status of an order changes to Submission in Progress Note i If the order is submitted successful the Status changes to Submission In Progress A dialog box with Order is submitted successfully appears ii The order is submitted to the down stream systems for further processing Response messages are received from the d
76. d Ph Click Services screen The Services Home View appears Search on Service Id Ph copied above Click Query The service record appears Click Service The Services Detail View appears Verify and confirm the details in the Services Detail View By default the Service Details Components View appears Check if the product components requested are provisioned as per the customer s requirement 5 4 Existing Landline attached to the existing Call Hunting Group Prerequisites to proceed The Call Hunting Group and landline connection should be existing Users CSR To add existing Call Hunting Group to the Existing Landline O3 Ol RGN 10 11 15 16 Click Customer Accounts The Customer Accounts Home View appears Enter any or all the values in the Search field Click Go The Customer Accounts Account Summary View appears Select Order Sub Type as Add to CH Group Click Save or Ctrl S The record is saved Click Modify An order with the Order Type as Modify is created The Orders Detail View appears with all the details of the current order being created Click Customize to select the Plan Facilities Accessories and the Schemes The customer can customize the product according to the requirement Click Plans tab to select the Centrex plans By default None is selected Only one option can be selected at a time Click Calling Level tab to select the customer s choice for Local STD and ISD By de
77. d References for Billing Accounts List View Click Ctrl S The record is saved Click Orders screen The Orders Home View appears Click Orders List link The Orders List View appears Or Click Orders View in the Customer Accounts screen The Orders Detail View appears Click New A record is created and is highlighted in yellow Note Order Number Order Type and Order Sub Type and other fields are auto populated Enter the information in all the mandatory fields Billing Account Installation Address and Connection Type as Permanent Usage Code and Service Category Select the Service Line as Basic Phone Service Service as Wire line Service Type as Landline and Service Sub Type as Fixed Landline Click Centrex ISDN Group Id The Centrex Group Number Pick Applet appears Select Centrex Group Id Depending on the Service Sub Type selected Centrex Group List is filtered and displayed Click Order Number The Orders More Info View appears Click Line Items view tab The Orders Line Items View appears Click New A new record is created Enter information in all the mandatory fields Nominee Name Nominee Relation and Product Depending upon the Service Type selected Product is filtered and displayed Click Line The details of the Products selected can be viewed Click Customize to select the Plan Facilities Accessories and the Schemes The customer can customize the product according to the requirement
78. der The order is submitted to the downstream systems The Status field displays Submission in Progress and the Sub Status displays Validation Successful The Status field value becomes In Progress Once the order is completed that is after the facility is provisioned for the customer the Status becomes Completed Once the order is completed the view becomes completely non editable Click Milestones view tab The Type field indicates which downstream system the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view shows Completed the Status field in the upper applet shows Completed indicating that the order has been completed Case 2 When you click Submit Order button Click Submit Order A message Disconnection parent Order is submitted successfully appears Note Submit button becomes inactive Proceed to the Reconnection child order The Status field of the parent order becomes Submission in Progress Click Available Numbers A list containing the available phone numbers in the current exchange appears 15 Select a number from the list The selected number appears in Service Id Ph 16 Click Centrex ISDN Group ID pick applet The Centrex ISDN Group Number applet appears Select the ISDN Group Number that has been created 17 Click Accessory Check The Sub Status field changes from Pending to Accessory Check Done 18
79. dicating that order is completed after which the facility is provisioned for the customer Once the order is completed the view becomes non editable Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream systems with which the order is pending The Status field indicates the status of the order in that respective system For example if the Status field in the upper applet is Completed it indicates that the order has been completed Copy Ctrl C the phone number of the customer from the Service Id Ph field Click Services screen The Services Home View appears Click Services List link The Services List View appears Paste Ctrl V the copied phone number in the Service Id Ph field A record with the phone number where Status is Active appears Click the corresponding Service The Services Components View appears Note In the Components applet under the Product field the facilities disconnected with Status as Inactive appears 1 13Accessory Provisioning for Landline In this scenario the customer can request for additional accessories to the existing service Prerequisites to proceed The customer should have a permanent landline provisioned and the accessory accessories that are being disconnected should exist Users CSR To provision a new accessory for a landline connection OO NO eS ONS Click Customer Accounts screen The Customer Accounts H
80. e User Note i The user can complete the disconnect order parent order before the child order as the Submit Order button and the Available Numbers button are both active ii Change the installation address failing which an alert is generated that the installation address needs to be changed a Click Available Numbers A list of numbers appears Note b If the exchange happens without the number change the list of new numbers does not appear An alert that the existing number can continue to be in use appears Click the Reserve Number button c If the existing number in the old address cannot be used for the new address then the list of new numbers appears indicating that the old number cannot continue to be present at the new address d Click Reserve Number The Sub Status field becomes Port Available e Select a number from the list The selected number is populated in Service Id Ph field f Click Accessory Check The Sub Status field changes to Accessories Check Done g Click Validate An alert Validations are successful appears Note The Sub Status field changes to Validation Successful AOTR h Login as AOTR The AOTR Home View appears i Under Activities click the activity which has to be approved for shift The Orders Activities View of the Parent disconnect order appears Note The Type for shift will be Shift Approval j If you click the Reject button the Status of the activity is Rejec
81. e The Services Detail View appears Verify and confirm the details in the Services Detail View 5 6 Deletion of entire Call Hunting Group Users CSR To delete an entire Call Hunting Group the customer should have an existing Call Hunting Group facility To delete an entire Call Hunting Group Click Customer Accounts screen The Customer Accounts Home View appears Enter any or all the values in the Search fields Click Go The Customer Accounts Account Summary View appears Select Order Sub Type as Remove from CH Group Click Save or Ctrl S The record is saved Click Modify An order with the Order Type as Modify is created The Orders Detail View appears with all the details of the current order being created on kW Nh N Click Customize to select the Plan Facilities Accessories and the Schemes The customer can customize the product according to the requirement 8 Click Plans tab to select the Centrex plans By default none is selected Only one option can be selected at a time 9 Click Calling Level tab to select the customer s choice for Local STD and ISD By default Local is selected 10 Click Facilities tab to select the facilities 11 Click Accessories tab to select the requested accessories of the choices provided By default LL NON CLI PHONE is selected 12 Click Centrex Schemes Deposit Schemes Installation Schemes Rental Schemes and CUG Plans to select the customer s choice By default
82. e An alert is created for the AOTR in the AOTR home page User AOTR 8 Login into CRM application as AOTR The AOTR Home View appears 9 Click Alert under My Alerts The SR List View for that particular Service Request appears 10 Click Reject The Service Request is rejected The Status field becomes Closed and the Sub Status field becomes Rejected 11 Click Approve The Service Request is approved The Status field and the Sub Status field options are given below e If Sub Status is Approval in Progress Status becomes Open e If Sub Status is Pending Status becomes Open e If Sub Status is Resolved Status becomes Closed e f Sub Status is Approval Failed Status becomes Closed 12 If the service request is approved the changes in the Billing Address are updated in the Customer Accounts of the customer in CRM and the Billing system also Note For any given account if a Service Request is raised another Service Request similar to the previous one cannot be raised If raised an alert indicating that a similar request has already been raised appears To check the changed billing address 13 Click Customer Accounts screen The Customer Accounts Home View appears 14 Enter the Account Name in the Search field 15 Click Go The Customer Accounts Account Summary View appears 16 Click Addresses view tab The Customer Accounts Addresses View appears Note The Billing Address along with the added details appears
83. e Orders Demand Note View appears Note A record with the Demand Note Number and the Amount if any to be paid by the customer appears The Demand Note button becomes nactive 18 Click Make Payment The payment is made in PMS Note Once the payment is made the Receipt Number field in the upper applet is auto populated The Submit Order button is activated 19 Click Submit Order The order is submitted to the downstream systems Note The Status field displays Submission in Progress and the Sub Status field displays Validation Successful The Status field becomes In Progress and Completed thereafter indicating that the order is completed for both the child and parent orders Once the order is completed the view becomes completely non editable 20 Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet also Completed indicating that the order has been completed Assumption The service has been transferred from Account X to Account Y Click Customer Accounts screen The Customer Accounts Home View appears 21 Enter the Account Name as X in the Search Criteria 22 Click Go The Customer Accounts Account Summary View of the X account appears Note U
84. e first scenario the exchange type of the new installation address has to be different e The Order Sub Type for the latter is Shift Within exch with NumChg where as for the first scenario it is Shift Across exchanges 6 3 4 Shift of ISDN Across Zones In this scenario the service is disconnected in one zone and a completely new service is provided in an other zone Each zone for example South Zone CRM North Zone CRM has a separate CRM application The only way to identify the customer who has shifted from one zone to the other is by the Transfer Flag check box in Orders screen To find out whether a customer had an account previously with BSNL in another zone 1 Click Orders screen The Orders Home View appears 2 Enter any or all the values for which the user can check if the account was transferred from another zone in the Search field 3 Click Go The Orders List View for that particular account appears Note There can be one or more records 3 Click Order Number The Orders Detail View appears In the upper applet if the Transfer Flag check box is selected it indicates that the account has been transferred 6 4 Creating ISDN Disconnection Order Prerequisities to proceed To disconnect the ISDN service the customer should have an existing ISDN service 1 Click Customer Accounts screen The Customer Accounts Home View appears 2 Enter any or all the values in the Search field 3 Click Go The Cust
85. e order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet displays Completed indicating that the order has been completed e If the Nature of Shift is Shift When Feasible In this scenario the shift takes place whenever it is feasible for BSNL The Accessory Check button is active If the Installation Address is not changed an alert is generated 22 Click Accessory Check The Sub Status changes from Pending to Accessories Check Done 23 Click Validate A message Validations are successful appears 24 Click Submit Order The order is submitted to the downstream systems Note i The Status field displays Submission in Progress and the Sub Status displays Validation Successful ii The Status field value becomes In Progress Once the order is completed that is after the facility is provisioned for the customer the Status becomes Completed Once the order is completed the view becomes completely non editable 25 Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view shows Completed the Status field in the upper applet shows Completed indicating that the order has been comp
86. eck Done The feasibility of the accessories is checked Note After the Accessory Check is successful Validate button is enabled Click Validate If the information provided is complete and correct then the order is validated A message Validations are successful appears Note If any of the information is missing an appropriate message appears For example Ifa plan is not selected a message Select atleast one plan appears Fill in the relevant details and navigate to Orders Detail View and click Validate 22 Click OK The Demand Note button becomes active 23 Click Demand Note The Demand Note view appears where the demand note which has been generated for the requested services is seen The Make Payment button is active 24 Click Make Payment Note i Based on the service requested the customer has to pay the deposit as well as the other charges he is entitled to Once the payment is made a Receipt Number is auto populated in CRM ii This is the reference Number to search a particular record in Clarity for generating a Service Order Number SO number iii If the Total Amount in Orders screen is 0 00 only and after the customer s payment details are entered the Submit Order button is activated 25 Click Submit Order The order is created and submitted A message Order is submitted successfully appears 1 3 2 Creating a New Permanent Phone Connection manually A new Permanent phone connection can be created
87. eees 70 5 2 Existing Landlines forming new Call Hunting Group cccccceeeeeeeeeeeeeeeeeeeeeeeeeeeeseaeeeeeeees 72 5 3 New Landline forming existing Call Hunting Group eeeeceeeeeeeeeeeeeneeeeeeeeeeaeeeeeeeteaeeseeeees 74 5 4 Existing Landline attached to the existing Call Hunting Group ccccceeseeeteeeeeteeteteeees 76 5 5 Deleting a member from Call Hunting GrOUDP ccceeeeeeeeeeeeeeeeeeeeeeaeeseaeeseeeeeseaeeeseaeeeeeeees 77 5 6 Deletion of entire Call Hunting Group ceeeeeeeeeeeeenee tence eeeeeeseaeeeeaeeseaeeseeeeseaeesteaeeseeeees 79 5 7 Change of pilot number in CH group cceeececeseeeeneeeeneeeeeaeeeceeeeeeaeeseaeeeseaeeseaeeeseaeeesneeessaees 80 5 8 Change of child number in Call Hunting Group cceccceeeeeeeeeeeeeeeeeeneeeseaeeseeeeeneeeteeaeesenees 80 5 9 Disconnection of pilot MUMDET cccceesenceeeeseneeeenseneeeenseneenenseneeseseneeneesaeeeeseseeeeesenseneees 82 5 10 Disconnection of child number cece eee eeee ee eeeeeeeeeeeeeeeeeeeaaeeeeeeaaeeeeeeaeeeeeenaeeeeeenaeeeeseaaes 83 Confidential viii TATA CONSULTANCY SERVICES CRM User Manual 5 11 Facility and Accessory Provisioning for Call Hunting Group ccccceseseeeeeeeeeeteeteteeeeeeees 83 Business Scenarios SOW asicccscscsccesccisecssssasecnserasiacsenaseccacsasaqsatanssanaesasoersnaasecsacnaseses 85 6 1 New ISDN CoOnneCHON sissies eaea a sinaia aasi adaa aaas basa aan
88. eeeseaeeseeeesceesseaeessaees 105 8 1 1 Creating a New Broadband Connection eccecceeeeeeesneeeeeeeeeeeeeeeeseaeeseaeeseaeeseaeeseaeeseneeeeieeeeneeens 105 8 2 Broadband Provision for an existing LANdline ee eeeeeeeeeeeeeeeneeeeeeneeeeeteneeeeetenaeeeeeeaaes 109 8 3 Modify SCONANOS wx i seccesaccesates chceehsahe tuees andiya aE deen aaa aa anaa eed Mt nada eE a 109 8 3 1 Moditying the Broadband is siasnenie ieee inl ele ieee Aiea ee ea 109 8 3 2 Broadband Static IP Change cecccesccesseceeseceseeeeeneeeseeeeeneeeseaeeeneeeseaeseneeeseaeeesaeeseaeessaeeseaaeseaneees 110 8 4 Shift Scenario siise und sonni aa aeaaeai ese attest aas aatan asi 111 8 4 1 Shift of Landline within the Exchange without number Change cccceseeeeeeeeteeeeeeeteneeteeeees 111 8 4 2 Shift of Landline within the Exchange with number Change ccccceeseeeseeeeeeeteneeseeeeseneeeeeeee 112 84 37 Shift Across OxCHANGOS ssc czticisec haves cede ssscchiahcyesdtbaadestecensusctganteadighesaanhdanecatesesgendtcans EEEE RA ERSE 114 8 4 4 Normal DISCOMMOCUOM cc ssccacisescctacessenetasvectecdeiegantisctsiheshs iara ae o NE A aae eeaeee ata 114 8 4 5 Broadband DiSCoNNECtON accisscccacessetct sxaccctes ceegaegescbenecudeeeadecesaeaavebesuacssandaicecees eaqeeenssteeeraeserdeeassteese 115 A ANNU sisisisiisssisisissssssisssissssssnnoosnssisssssssississsiosssssnoosrsississsssisisb dissisnsssissopsss s iii 116 Confidential ix TATA
89. eld becomes Validation Successful The Status field becomes In Progress and Completed thereafter indicating that the order is completed after which the accessory is provisioned for the customer Once the order is completed the view becomes non editable Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream systems with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view is Completed Status field in the upper applet is Completed indicates that the order has been completed Copy Ctrl C the phone number of the customer from the Service Id Ph field Click Services screen The Services Home View appears Click Services List link The Services List View appears Paste Ctrl V the copied phone number in the Service Id Ph field A record with the phone numbers where Status is Active appears Click the corresponding Service The Services Components View appears Note In the lower applet under the Product field the accessory which has been added with the Status as Active appears 1 14 Accessory Disconnection for Landline In this scenario the customer requests for disconnecting the accessories that were provided with the existing service Prerequisites to proceed The customer should have an exisiting e Permanent landline connection e Accessory accessori
90. eld under the More Info view tab The options are e Shift CRD e Shift when Feasible e Shift Immediate e Ifthe Nature of Shift is Shift CRD In this scenario the Available Numbers button is active a Click Available Numbers A list of numbers appears Note i If the exchange happens without the number change the list of new numbers does not appear An alert that the existing number can continue to be in use appears Click the Reserve Number button ji If the existing number in the old address cannot be used for the new address then the list of new numbers appears indicating that the old number cannot continue to be present at the new address b Click Reserve Number The Sub Status field becomes Port Available c Click Accessory Check The Sub Status field changes to Accessories Check Done d Change the Customer Requested Date to the date requested by the customer It cannot be less than the current date e Click Validate An alert A Validations are successful appears Note The Sub Status field changes to Validation Successful User AOTR f Login as AOTR The AOTR Home View appears g Under Activities click the activity which has to be approved for shift The Orders Activities View of the Parent disconnect order appears Note i The Type for shift will be Shift Approval ii If you click the Reject button the Status of the activity is Rejected and both the Reconnect and Disconnect orders has the Sta
91. em with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet also displays Completed indicating that the order has been completed 1 18 Shift of Landline Across Exchanges with number change and within zones In this scenario the customer can change the address within the same exchange and change the existing phone number Before the Shift process starts the New Installation Address should be provided in the Contacts Addresses View for that particular customer If not it has to be provided in the Orders Detail View Prerequisites to proceed Customer should have a permanent landline provisioned Users CSR To Shift across exchanges with number change 1 Click Customer Accounts screen The Customer Accounts Home View appears 2 Enter any or all of the values in the Search Criteria 3 Click Go The Customer Accounts Accounts Summary View appears 4 Click Addresses view tab The Customer Accounts Addresses View appears 5 Click Account Summary view tab The Customer Accounts Account Summary View appears where the services provided to that particular customer appears 6 Select the Order Sub Type field as Shift Across exchanges 7 Click Shift Two orders are created and an activity is created under the parent disconnect order First an order with the Order
92. en the order is validated A message Validations are successful appears Click OK Note The Sub Status of the Landline order becomes Validation Successful and Follow On button which is present at the Line Item List Applet near Customize button is enabled Click Follow On The Product Configuration View appears Note There are two tabs in this view Broadband and LL Plans Select Broadband By default None is selected Note a The LL Plan tab is provided for reference of the existing Landline plans with that customer b A red colored star appears besides Broadband tab This implies that its mandatory details to provide the broadband 44 Click The Broadband Product Configuration View appears CSR has two options here They are 45 Click Finish It to select the default values for Plan Modem Types Static IP Component Facilities Deposit Schemes Rental Schemes and Installation Schemes Although default values appear CSR can still select other values for all the tabs namely Plan Modem type and so on OR Manually select Plan Modem Types Static IP Component Facilities Deposit Schemes Rental Schemes and Installation Schemes according to the customer s requirement Vi Click Plans tab to select the Broadband plans Only one plan can be selected at a time that is BB Normal Plan BB Committed Plan Combo committed plan or Combo Normal Plan Click customize icon in case of BB Normal Plan and
93. ention Approval iv An alert is sent to the CSRRTN in the Home Page of the Application screen User CSRRTN 7 8 12 13 14 15 Login into CRM as CSRRTN The CSRRTN Home View appears Click Alert The Orders Activities View appears Note CSRRITN can either Approve Reject an activity Click Reject The status of an activity changes to Cancelled and Order Status changes to Cancelled Click Approve The activity is approved Note If the Comments field is null an alert Comments should not be null appears Enter the Comments field and click Approve The status of an activity changes to Approved and Order status changes to Submission In Progress The order is submitted to the downstream systems The Status field value becomes n Progress and Completed thereafter indicating the completion of the order after which the Centrex Service will be disconnected for the customer Once the order is completed the view becomes completely non editable Click Milestones View The Orders Milestones View appears Note The Type field in this view indicates the downstream systems with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view is Completed the Status field in the upper applet is Completed indicating that the order has been completed Copy Cirl C the phone number of the customer from the Service Id Ph field Click Se
94. er Type Order Sub Type Credentials Collected Currency Code Number Type Sales Channel Order Date Customer Requested Date Status and Sub Status are auto populated 14 Enter the information in the mandatory fields Account Name Billing Account field and Installation Address Note Select the Service Line field as Basic Phone Service Service as Wireless Service Type as WLL Service Sub Type as WLL Fixed Connection Type and Usage Code The conditions are given below a If itis a Permanent connection the End Date field is disabled b If itis a Casual connection the End Date field is enabled and is mandatory 15 Click Order Number The Orders More Info View appears 16 Click Line Items view tab The Orders Line Items View appears 17 Click Modify An order with Order Type as Modify is created The product configuration screen appears 18 Click Done The Orders Detail View appears The details of the current order being created appear Note Available Numbers button is active i Click Available Numbers A list of numbers available for that particular exchange appears Select a number from the list 19 Follow Step 10 to Step 18 in the Facility Provisioning for Landline Note i The product to be selected for PCO in Line Items is Landline PT CCB is Coin Collection Box 3 7 Disconnection due to Non Payment In this scenario the user cannot update anything in CRM manually If PMS finds that the paymen
95. er and the Status as Active appears Click the corresponding Service The Services Components View appears In the lower applet under the Product field the added facility that has been added appears 6 Business Scenarios ISDN 6 1 New ISDN Connection For creating a new ISDN BRI ISDN PRI connection an order has to be created Once the order is created the processing of the order is controlled by exchanging the messages between the downstream systems that is Clarity and the Billing system Depending on the request received from CRM the Clarity system controls the required configurations either manually or automatically and sends the feedback to CRM in the form of controlled messages Once the order is provisioned system automatically creates an Asset against that particular order In other words an Asset is created for every provision order completed Prerequisites to proceed e User should login into the CRM application e User should have prior knowledge about the New ISDN Connection e User should be assinged the role of CSR or CO in the profile 6 1 1 Creating a New ISDN BRI ISDN PRI New Connection Users CSR CO To create a new ISDN connection details of the customer should be entered in a particular order Customer Accounts gt Contacts gt Billing Accounts gt Orders 1 Click Customer Accounts The Customer Accounts Home View appears 2 Click Customer Accounts List link The Customer Accounts List View appears 3
96. ers Detail View appears Click Accessory Check The Sub Status field changes from Pending to Accessory Check Done Click Validate to check whether all mandatory changes have been made The Sub Status field value changes to Validation Successful lf the validations are successful a message Validations are Successful appears 6 Click Demand Note A Demand Note for the requested plan is generated Note The Orders Demand Note View appears with a record with the Demand Note Number and the Amount if any to be paid by the customer 7 Click Submit Order The order is submitted to the downstream systems Note The Status field displays Submission in Progress and the Sub Status field displays Validation Successful The Status field becomes In Progress and Completed thereafter indicating that the order is completed after which the service is restarted for the customer Once the order is completed the view becomes completely non editable 8 Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet displays Completed indicating that the order has been completed 9 Copy Cirl C the phone number of the customer from the Service Id Ph field 10 Click Services screen
97. es Port Available 16 Click Accessory Check The Sub Status field value changes from Pending to Accessories Check Done 17 Change the Customer Requested Date to the date requested by the customer 18 Note You can change this field only after the Accessory Check is complete and before you click the Validate button 19 Click Validate A message Validations are successful appears The Follow On button is enabled 20 Customize broadband order if required and feasible 21 Note Follow Step 35 and 61 in Creating a New Broadband Connection Shift When feasible in this scenario shift takes place whenever it is feasible for BSNL The Accessory Check button is active when it is feasiable Note Change the installation address failing which an alert is generated that the installation address needs to be changed Customize Landline order if required 22 Follow Step 25 and 27 in Creating a New Broadband Connection 23 Click Available Numbers A list containing phone numbers available in the current exchange appears 24 Select a number from the list The selected number gets populated in Service Id Ph field 25 Click Reserve Number The Sub Status field value becomes Port Available 26 Click Accessory Check The Sub Status field value changes from Pending to Accessories Check Done 27 Click Validate A message Validations are successful appears The Follow On button is enabled 28 Customize broadba
98. es being disconnected Users CSR To disconnect an existing accessory for a landline connection 1 Click Customer Accounts screen The Customer Accounts Home View appears 0005 ND Oe OVP O07 AN 12 13 17 18 19 20 21 Enter any or all of the values in the Search fields Click Go The Customer Accounts Account Summary View appears Select Order Sub Type field value as Change in Service Click Ctrl S The record is saved Click Modify An order with Order Type as Modify is created The Orders List View appears Click Order Number The Orders Detail view appears Click Customize The Product Configuration screen appears Click Accessories The accessories for the landline service are e LLCLI PHONE e LL NON CLI PHONE Unselect the accessories required to be disconnected More than one accessory can be disconnected Click Done The Orders Detail View appears The details of the current order being disconnected appear Click Accessory Check The Sub Status field changes from Pending to Accessory Check Done Click Validate The mandatory changes have been made are verified Note The Sub Status changes to Validation Successful If the validations are successful a message Validations are successful appears Click Demand Note The Demand Note View appears The Demand Note for the difference in the amounts is generated Note A record with the Demand Note Number and the Amount if any to be paid by t
99. fault Local is selected Click Facilities tab to select the facilities Click Accessories tab to select the requested accessories of the choices provided By default LL NON CLI PHONE is selected Click Centrex Schemes Deposit Schemes Installation Schemes Rental Schemes and CUG Plans to select the customer s choice By default none is selected Only one option can be selected at a time Click Done to accept all the information provided The Orders screen appears with the selected products under the Line Items tab Click Available Numbers A list with all the available numbers for that particular exchange and service type are populated Note If any of the information is missing an alert is displayed with an appropriate message For example if a CH Pilot No is not selected an alert Please Populate Pilot No appears Select CH Pilot No Reference number The CH Pilot Number Pick Applet appears Select one of the numbers Depending on the availability the list is populated 17 18 19 20 21 24 25 26 27 28 29 30 31 32 33 34 Click OK The number is selected Click Reserve Number The Service Id number is reserved Click Accessory Check The feasibility of the accessories selected is verified Note After the Accessory Check is successful Validate button is enabled Click Validate The mandatory changes are validated Note If any information is missing an alert is displ
100. following entities should be provided in the CRM Application in a particular order as given below i Contacts ii Customer Accounts ili Billing Accounts iv Orders Once the Order is created the system automatically creates an Asset against that particular order In other words an Asset is created for every completed order Creating an order is controlled by the exchange of messages between the downstream systems that is Clarity and the Billing system As per the requirement of the customer Clarity system controls the switch configurations either manually or automatically and sends the feedback to CRM in the form of controlled messages The above mentioned entities can be created either manually or using a special feature called Auto Order This feature is implemented to minimize the time and effort in creating an order This feature bypasses creating the Customer Account and the Billing Account In other words you can create a Contact and click Auto Order to automatically create an order using the default values The procedures to create a connection using Auto Order feature as well as manually are described in the following sections 1 3 1 Creating a New Permanent Phone Connection using the Auto Order Feature Prerequisites to proceed e User should login with CRM credentials e Should have prior knowledge about the New Permanent Phone Connection e Users CSR To create a New Permanent Phone Connection using the Auto Order feature Clic
101. g connection NEO Or amp ODS Click Customer Accounts screen The Customer Accounts Home View appears Enter any or all of the values in the Search fields Click Go The Customer Accounts Accounts Summary View appears Select the Order Sub Type field values as Broadband Modify Click Modify The Broadband Detail View appears Click Customize The Product Configurator View appears Follow Step 36 to 46 in Creating a New Broadband Connection Note i Select only the tabs that have to be modified For example Plan Modem Type and so on ii Make Payment button on Broadband Demand Note view tab is activated If the customer has any dues or if the balance has to be paid click Make Payment It is optional A Receipt number is auto populated Click Submit Order The order is submitted Note If the order is successful then a message Broadband Order submitted successfully Change the Order Status to Submission In progress and change Root line item Action Code to Update 8 3 2 Broadband Static IP Change Prerequisites to proceed The customer should have a Broadband connection Users CSR To provide the Broadband Static IP Change on the existing broadband connection 9 10 11 12 13 14 15 16 17 18 19 20 21 22 Click Customer Accounts screen The Customer Accounts Home View appears Enter any or all of the values in the Search field Click Go The Customer Accounts Account Summary View appea
102. hat respective system For example if the Status field in this view displays Completed the Status field in the upper applet also displays Completed indicating that the order has been completed 1 20 Shift of Landline Across Zones In this scenario the customer s service is disconnected in one zone and a new service is provided in the other zone Each zone has a separate CRM application For example South Zone CRM North Zone CRM East Zone CRM and West Zone CRM The only way to identify the customer who has shifted from one zone to the other is by the Transfer Flag check box in Orders screen Prerequisites to proceed Customer should have a permanent landline provisioned in the previous zone which had the old address To view if the customer had an account previously with BSNL in another zone 1 Click Orders screen The Orders Home View appears 2 Enter any or all the values in the Search Criteria to view if the account was transferred from another zone The Orders List View appears for that particular account It can have one or more records 3 Click Order Number The Orders Detail View appears In the upper applet if the Transfer Flag check box is selected it indicates that the account is a transferred account l 1 21 Landline Transfer Third Party Transfer without Installation Address change In this scenario a customer can transfer the service from his account to another customer account without changing the install
103. he Amount if any to be paid by the customer appears 8 Click Make Payment Payment is made in PMS The Receipt Number field is auto populated in the upper applet 9 Click Menu A list appears 10 Select Create TNF Order The current order Status field becomes Cancelled A parent order is created with Order Type field as New Service field as Wireless Service Type field as WLL and Service Sub Type field as WLL TNF 11 Click Parent Orders view tab in the lower applet The Orders Parent Orders View appears The parent order with the WLL TNF service is seen 12 Click Order Number The Parent Order appears in the Orders Detail View 13 Follow Step 5 to Step 7 in the Change in Number Land Line scenario and Step 10 to Step 18 in the Facility Provisioning for Landline 2 3 WLL Facility Provisioning User CSR In this scenario the customer may request for additional facilities for an existing WLL connection To provision a new facility on an existing WLL connection see Facility Provisioning for Landline 2 4 WLL Fixed Disconnection or WLL Permanent Closure User CSR To disconnect or permanently close the WLL Fixed connection See Voluntary Closure of Landline 2 5 WLL TNF Facility Disconnection User CSR To disconnect a WLL TNF Facility See Voluntary Closure of Landline 2 6 WLL Shift Scenarios Within same exchange and without number change User CSR To shift a WLL connection Within same exchange and without
104. he customer appears Click Submit Order The order is submitted to the downstream systems Note The Status field displays Submission In Progress and Sub Status field displays Validation Successful The Status field becomes In Progress and Completed thereafter indicating that the order is completed after which the accessory is disconnected for the customer Once the order is completed the view becomes non editable Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream systems with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field indicates Completed the Status field in the upper applet indicates Completed indicating that the order has been completed Copy Ctrl C the phone number of the customer from Service Id Ph Click Services screen The Services Home View appears Click Services List link The Services List View appears Paste Ctrl V the copied phone number in the Service Id Ph field A record with the phone number where Status is Active appears Click the corresponding Service The Services Components appears Note In the lower applet under the Product field the accessory which has been added with the Status as Inactive appears 1 15Voluntary Disconnection of Landline Permanent Disconnection of Landline In this scenario the customer can req
105. in the application are written in Title Case amp Bold font For example Click Submit Order Italics All the error messages alerts status of the fields and values are written in talics For example A message Validations Successful appears Field Names All the field names in this document are written in Title Case For example The Account Name field is a hyperlink User entered text Text that you enter appears in Arial font References The following documents were used as references i CRM System Requirements Specifications V2 4 ii BID DOCUMENT 2006_7 8 Feedback and Suggestions Email customercare bsnl co in Support Hotline 1500 gt Confidential vi TATA CONSULTANCY SERVICES CRM User Manual 1 Contents Business scenarios LANCUIN Gs icisicssccisensscnssecsscnascanseansscrseniiensstansentsenascansiaasecasccaseans 12 1 1 PYOPOQUISITOS T A E E AE E A A sree 12 1 2 Scenariosin CRMs niaide ai ana iiaa a eE aa a a a eiaa 12 1 3 New Permanent Phone Connection ccccccceeeeeeeeeeeeneeeeeeeeeeaeeeeeeeeeeaeeseeeeeseaeesseeseeaeeseeeees 12 1 3 1 Creating a New Permanent Phone Connection using the Auto Order Feature ccscceseeeesees 13 1 3 2 Creating a New Permanent Phone Connection manually c ceeeceeeeeeeeneeeeeeeeeeeseeeeeeeteeeeeneeee 15 1 4 NON Own Your Telephone NON OYT GEN ccccceseeeeeesseeeeesseeeeesseeeeesesaeeesesseeeessaaes 17 1 5 BSNL Sulabh Plan s sccvstedeitectvec
106. ing Application Clarity the order details are sent to the Billing system Kenan After the processing of the order is successful in Billing a message is sent to the CRM system 50 Check the status message from the Billing System in the Milestones View to confirm that the new Centrex connection has been created 51 Copy Ctrl C the phone number from the Service Id Ph 52 Click Services screen Search on Service Id Ph copied above 53 Click Query The service record appears 54 Click Service The Services Detail View appears 55 Verify and confirm the details in the Services Detail View By default the Service Details Components View appears Check if the product components requested are provisioned as per the customer s requirement 4 2 Facility Provisioning for Centrex Prerequisites to proceed The customer should have an existing Centrex connection Users CSR To provision a new facility for a Centrex connection 1 Click Customer Accounts The Customer Accounts Home View appears Dapy 15 16 17 18 19 Enter any or all values in the Search field Click Go The Customer Accounts Account Summary View appears Select Order Sub Type as Change in Service Click Ctrl S The record is saved Click Modify An order with the Order Type as Modify is created The Orders Detail View appears with all the details of the current order being created Click Customize to select the Plan Facilities
107. ink The Orders List View appears Click Order Number The Orders Detail View appears Click Milestones view tab The Orders Milestones View appears Note The status updates from the downstream systems can be viewed After completing the process in the Provisioning Application Clarity the order details are sent to the Billing System Kenan After the processing of the order is successful in Billing a message is sent to the CRM system Check the status message from the Billing System in the Milestones View to confirm the existing Call Hunting Group is attached to the existing Landline connection Copy Ctrl C the phone number from the Service Id Ph Click Services screen Search on Service Id Ph copied above Click Query The service record appears Click Service The Services Detail View appears Verify and confirm the details in the Services Detail View 5 5 Deleting a member from Call Hunting Group Prerequisites to proceed A child Call Hunting Group connection should exist Users CSR To delete a member from Call Hunting Group DD Oi i OO No 10 11 17 18 19 Click Customer Accounts screen The Customer Accounts Home View appears Enter any or all the values in the Search fields Click Go The Customer Accounts Account Summary View appears Select Order Sub Type as Remove from CH Group Click Save or Ctrl S The record is saved Click Modify An order with the Order Type as Modify is cre
108. is highlighted in yellow Note i Billing Account Billing Account Number Status fields and other fields are auto populated ii Provide the information in the mandatory fields Billing Account Type Billing Account Sub Type Frequency Preferred Language Name Bill Period Billing Address and Billing Corresponding Address 13 Click Save or Ctrl S The record is saved 14 Click Orders screen The Orders Home View appears 15 Click Orders List link The Orders List View appears OR Click Orders under the Customer Accounts screen The Orders List View appears 16 Click New A record with the Customer Name appears Note Order is auto populated along with the other fields 17 Enter the information in the mandatory fields Billing Account Address and Connection Type as Permanent 18 Select the Service Line as Basic Phone Service Service as Wire line Service Type as Landline and Service Sub Type as FLPP Select the Service Category depending on the customer Note i If the Connection Type is Permanent the End Date field is disabled ii If the Connection Type is Casual Temporary the End Date field is enabled and is mandatory 19 Click Order Number The Orders More Info View appears 20 Click Line Items The Orders Line Items View appears 21 Click New A new record is created Note Line and Billing Account are auto populated 22 Click Ctrl S The record is saved 23 Click Customize Select a
109. ith Validations are Successful appears Click Submit Order The order is submitted to the downstream systems Note Upon successful submission of the order a message Order is submitted successfully appears The order is submitted to the downstream systems for further processing After the process is completed the response messages are received from the downstream systems CRM Order Id is the Reference Number to search a particular record in the Clarity System for generating a Service Order Number SO number Click Orders List link The Orders List View appears Click Order Number The Orders Detail View appears Click Milestones view tab The Orders Milestones View appears Note The status updates from the downstream systems can be viewed After completing the process in the Provisioning Application Clarity the order details are sent to the Billing System Kenan After the processing of the order is successful in Billing a message is sent to the CRM system 20 Check the status message from the Billing System in the Milestones View to confirm that the child record from the Call Hunting Group has been deleted 21 Copy Ctrl C the phone number from the Service Id Ph 22 Click Services screen The Services Home View appears 23 Click Services List link The Services List View appears 24 Click Query The service record appears 25 Enter the Service Id Ph copied above in the Search field 26 Click Servic
110. ities section the first record is the last activity created by CSR for CSRRTN 6 Click the activity The Orders Activities View appears Note The Type for the permanent disconnection is Retention Approval 7 Enter comments in the Comments field which is mandatory 8 Click Approve Note The disconnection process is approved The Status field changes to Approved and the order is submitted to downstream systems The Status field becomes In Progress and Completed thereafter indicating that the order is completed after which the service is permanently disconnected for the customer Click Milestones view tab The Orders Milestones View appears Note Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet also displays Completed indicating that the order has been completed Once the order is completed the view becomes non editable Copy Ctrl C the phone number of the customer from the Service Id Ph field Click Services screen The Services Home View appears Click Services List link The Services List View appears Paste Ctrl V the copied phone number in the Service Id Ph field A record with the phone number where Status is nactive appears Click Customer Accounts screen The Customer Accou
111. k Contacts screen The Contacts Home View appears Click Contacts List link The Contacts List View appears Click New in the upper applet A blank record is created and is highlighted in yellow Enter the information in all the mandatory fields Surname Name and Preferred Communication Note PO NS i Depending on the Preferred Communication the corresponding field value should be provided For example If you chose the Preferred Communication as Email then provide information in Email which then becomes mandatory ii After you enter the Surname Name it becomes a hyperlink Click the hyperlink to navigate to Detail View 5 Click Ctrl S The record is saved Note To refresh or delete the record you just entered press Esc 6 Click Surname Name The Contacts Detail View appears By default Addresses View is selected Note In the Detail View there are several view tabs Click on any of the view tabs to navigate to the corresponding views For example In Contacts screen if you click Addresses view tab Contacts Addresses view appears 7 Click New in the lower applet A blank record is created and is highlighted in yellow By default the Address Type is selected as Installation Address Enter the information in the mandatory fields Note i Enter the address details of the customer in the lower half of the screen ji Select the appropriate Address Type from the dropdown list In the House No Flat No fie
112. k New A new address with the Address Type as Installation Address appears oar wo Np gt Click Account Summary view tab The Customer Accounts Account Summary view appears displaying the services given to that particular customer Select the Order Sub Type field values as Shift Within exch w o NumChg Click Ctrl S The record is saved 9 Click Shift Two orders are created as given below On a First the Order Type as Shift and Order Sub Type as Shift Within exch w o NumChg Child order or Reconnection order b Second order with Order Type as Shift and Order Sub Type as Disconnect Parent order or Shift Disconnect order The Orders Detail view of the Child order appears 10 The Order detail view appears and Accessory Check button is enabled 11 Select the Nature of Shift field value under the More Info view tab If the value selected is Shift CRD In this case the shift occurs on the date requested by the customer At this point the Accessory Check button is active The Installation address has to be changed An alert appears if it is not changed Customize Landline order if required 12 Follow Step 25 and 27 in Creating a New Broadband Connection 13 Click Available Numbers A list containing phone numbers available in the current exchange appears 14 Select a number from the list The selected number gets populated in Service Id Ph field 15 Click Reserve Number The Sub Status field value becom
113. kes place whenever it is feasible for BSNL The Accessory Check button is active a c Change the installation address Note If the address is not changed an alert is generated indicating that the installation address needs to be changed Click Accessory Check The Sub Status field changes from Pending to Accessories Check Done Click Validate A message All validations are successful appears User AOTR d e Login as AOTR The AOTR Home View appears Under Activities click the activity which needs to be approved for shift The Orders Activities View of the Parent Disconnect order appears Note The Type for shift will be Shift Approval If you click the Reject button the Status of the activity is Rejected and both the Reconnect and Disconnect orders has the Status as Cancelled indicating that neither service for the old address has been disconnected nor the connection for the new address connection is done If you click the Approve button the Status of the activity becomes Approved User CSRHYD f Login as CSRHYD The CSRHYD Home View appears Note After approval by AOTR the activity should be closed by CSRHYD Under Activities click the activity which has to be closed The Orders Activities View of the Parent Disconnect order appears The Close button is enabled Click Close The Status of the activity is Closed Click Child Orders view tab The Orders Child Orders View
114. ld Reconnect order appears m Click Submit Order The order is submitted to the downstream systems Note The Status field displays Submission In Progress and the Sub Status field displays Validation Successful The Status field value becomes In Progress and Completed thereafter indicating that both the child and the parent orders are completed Once the order is completed the view becomes completely non editable n Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet displays Completed indicating that the order has been completed e Ifthe Nature of Shift is Shift When Feasible a Click Available Numbers A list containing phone numbers available in the current exchange appears b Select a number from the list The selected number is populated in Service Id Ph field c Click Reserve Number The Sub Status field becomes Port Available d Click Accessory Check The Sub Status field changes to Accessories Check Done e Click Validate An alert All the Validations are successful appears Note The Sub Status field changes to Validation Successful User AOTR f Login as AOTR The AOTR Home View appears n Under Activities click the activity which has
115. ld click the Pick Applet to select or browse the existing address or to provide a new address Follow Step 7 to create the Billing Address Billing Corresponding Address which are mandatory 11 15 16 19 20 21 iii Depending on the Main Locality and the Sub Locality provided the Exchange Name and the PIN fields are auto populated Click Auto Order The Orders Detail view appears Note i The Order Number is auto populated The Customer Account Billing Account and Order Header are created automatically ii Auto Order feature works for Landline and Wireless Land Line WLL connections only Click Billing Accounts view tab The Orders Billing Accounts View appears Enter the information in the mandatory fields Frequency Bill Type Preferred Payment Bill Media Bill Period and Preferred Language Name Click Line Items The Orders Line Items View appears 12 13 Click New in the lower applet A new record is created and is highlighted in yellow Enter the information in the mandatory fields Nominee Name Nominee Relation Usage Code and Product Note Depending on the Service Type selected a Product is created and displayed in the List Items Click Line to view the details of the Products selected Click Customize The Product Configuration screen appears A plan can be selected and customized according to the requirement of the customer Note i Click Plans The Orders Land
116. leted e When Nature of Shift is Shift Immediate In this scenario the disconnect order order parent order should be completed before the child order Note Submit Order and the Available Numbers button are activated If the Installation Address is not changed an alert is generated 26 Click Accessory Check The Sub Status field changes from Pending to Accessories Check Done iii Note If an alert is generated during the Accessory Check to remove the accessories that have status as Not Feasible then the accessories under Line Items with Status field as Delete should be removed and then click the Accessory Check button 27 Click Validate A message Validations are successful appears 28 Click Submit Order The order is submitted to the downstream systems 29 The Status field displays Submission in Progress and the Sub Status displays Validation Successful 30 The Status field value becomes In Progress Once the order is completed that is after the facility is provisioned for the customer the Status becomes Completed Once the order is completed the view becomes completely non editable 31 Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view shows Completed the Status field in the upper applet shows
117. lick Plans tab to select the Centrex plans By default none is selected Only one option can be selected at a time Click Calling Level tab to select the customer s choice for Local STD and ISD By default Local is selected Click Facilities tab to select the facilities Click Accessories tab to select the requested accessories of the choices provided By default LL NON CLI PHONE is selected Click Centrex Schemes Deposit Schemes Installation Schemes Rental Schemes and CUG Plans to select the customer s choice By default none is selected Only one option can be selected at a time Click Done to accept all the information provided The Orders Line Items View along with the selected products appears Click Available Numbers A list with all the available numbers for that particular exchange and service type appears Select a number from the list Depending on the availability the list is populated Click OK The number is selected Click Reserve Number The Centrex number is reserved 39 Click Accessory Check The feasibility of the accessories selected is verified 40 Note After the Accessory Check is successful Validate button is enabled 41 Click Validate Note If any of the information is missing an alert is displayed with an appropriate message For example if a plan is not selected an alert Please Select at least one plan appears 42 Click Orders List link The Orders List View appears 43 Click Validate If
118. lick Query The service record appears Click Service The Services Detail View appears 58 6 2 Verify and confirm the details in the Services Detail View By default the Services Components View appears Check if the product components requested are provisioned as per the customer s requirement Creating ISDN Modify Order 6 2 1 Facility Provisioning for ISDN Users CSR CO Prerequisites to proceed For a facility to be provisioned the customer should have an existing ISDN service To provision a new facility for an ISDN connection Panes SSCP ONnNOon Click Customer Accounts The Customer Accounts Home View appears Enter any or all of the values in the Search field Click Go The Customer Accounts List View appears Click Account Name The Customer Accounts Account Summary View with the records that satisfy the criteria appears Click Order Sub Type A dropdown list appears Select Order Type as Change in Service Click Ctrl S The record is saved Click Modify A modify order is created and order detail view appears Click Line Items view tab The Orders Line Items View appears Click Customize The product configurator view appears Click Facilities The facilities enlisted for the current service appear Note Select the facilities required More than one facility can be selected Click Done The Orders Detail View appears The details of the current order being created appear
119. line Across ZONES 0 cccccceeeceeeeeeeeeeeeeseeeeeeeaeeceaeeeeeeeseaeeeeaeeseaeeseaeeeseaeeseneeeeaas 46 1 21 Landline Transfer Third Party Transfer without Installation Address change 0 46 1 22 Landline Transfer Third Party Transfer with Installation Address change ee 48 1 23 Cancel Orde ticscccceescecssetveccet tess cates adapa aede da a aa veces 49 1 24 Change in Bill Plan Land Lime eee cecceceteeeeeeeeeeee cece eceaeeeeaeeeeaeeseaeeeseaeeseeeeseaeeseneeeeaas 50 t29 PUPP DISCOMMGCUOM sorsien E E E OE 51 1 26 Customer Name Change cccccccecceeeseeeceneeceneeeeeeeeeeeeeseaeeeseaeeseaeeseaaeeseaeeeseaeeseaeeeseaeeseneeenaes 51 1 27 Change in Billing AGGreSS sisciksidacinitnnta iaeiaiai aaa a aa a aiaa aa aaiae 52 1 28 Permanent Closure due to Expiry of Date Casual cecccceseeeeeeeeeeeeeeeeseneeeeeaeeseeeeeeaes 53 1 29 Reconnection after Disconnection due to MiSUSC ee ee eee ee eter trees eteae etree eeeeeeaas 53 1 30 Category Change Process Landline cccccececceeeseeeeeneeceeeeeeeeeecaeeesneeseaeeseeeeseeeseneeeeaas 54 1 31 Change in Number Land Line ccccceececeeeneeeeeeeeeeeeeeeeeseaeeeeaeeeeaaeeseaeeeseeeeseaeeeseaeeseneeeeaes 54 1 32 Conversion of Fixed Landline to Prepaid FLPP cceccceceseeceeeeeeeeeeeeeeeeeeeeseaeeteneeeesneeeeaes 55 1 33 Conversion of Prepaid to Fixed Landline cccccccceeeeeeneeeeneeeeeeeeeeaeeeeeeee
120. ll be Shift Approval If you click the Reject button the Status of the activity is Rejected and both the Reconnect and Disconnect orders has the Status as Cancelled indicating that neither service for the old address has been disconnected nor the connection for the new address connection is done If you click the Approve button the Status of the activity becomes Approved User CSRHYD h n Login as CSRHYD The CSRHYD Home View appears Note After approval by AOTR the activity needs to be closed by the CSRHYD Under Activities click the activity which has to be closed The Orders Activities View of the Parent disconnect order appears The Close button is enabled Click Close The activity Status is Closed Click the Child Orders view tab The Orders Child Orders View appears Note In the lower applet the child or reconnect order is seen Click Order Number The Orders Detail View of the child or reconnect order appears Click Submit Order The order is submitted to the downstream systems The Status field displays Submission In Progress and the Sub Status field displays Validation Successful The Status field becomes n Progress and Completed thereafter indicating the completion of the parent and child order Once the order is completed the view becomes completely read only for the user Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream syst
121. ll of the values in the Search Criteria Click Go The Customer Accounts Accounts Summary View appears Click Addresses view tab The Customer Accounts Addresses View appears Click New A blank record is created and is highlighted in yellow By default Address Type field is Installation Address Click Account Summary view tab The Customer Accounts Account Summary View appears displaying the services given to that particular customer Select the Order Sub Type field as Shift Within exch w o NumChg Click Shift Two orders are created and an activity is created for the AOTR which needs to be approved before the order is submitted Note i First an order with the Order Type as Shift and Order Sub Type as Shift Within exch w o NumChg Child order or Reconnection order is created This order is the connection at the new address ii Second an order with the Order Type as Shift and Order Sub Type as Disconnect Parent order or Shift Disconnect order is created This order is the disconnection at the old address iii The Orders Detail View of the Child Order appears iv The user need not work on the parent or disconnect order as it is submitted automatically Select Nature Of Shift field under the More Info view tab The options are e Shift CRD e Shift when Feasible e Shift Immediate e Note Nature Of Shift is selected only for Reconnect order and not Disconnect order e If Nature of Shift is Shift CRD
122. m the respective tabs according to the requirements of the customer Click Done The Orders Detail View appears Follow Step 5 to Step 7 in the Change in Number Land Line scenario and Step 10 to 18 in the Facility Provisioning for Landline 2 2 WLL TNF Connection In this scenario whenever the landline fixed connection is not feasible WLL TNF connection is provided to the customer Users CSR To provide a WLL TNF connection 1 2 3 4 5 Follow Step 1 to Step 15 in the New WLL Fixed Enter the information in the mandatory fields Account Name Billing Account field and Installation Address Note Select the Service Line field as Basic Phone Service Service as Wireline Service Type as Landline Service Sub Type as Fixed Landline Connection Type and Usage Code Follow Step 17 to Step 23 in the New WLL Fixed Note Before submitting the order the Status of the order can become Not Feasible at 3 stages when you click the following buttons e Available Numbers e Reserve Number e Accessory Check The Validate button is active Click Validate to check whether all mandatory changes have been made Note The Sub Status field changes to Validation Successful If the validations are successful a message Validations are successful appears 6 Click Demand Note The Demand Note for the requested facility is generated 7 Note The Orders Demand Note View appears A record with the Demand Note Number and t
123. manually In order to create the connection the details of the customer should be captured in a particular order as given below i Customer Accounts ii Addresses iii Contacts iv Billing Accounts v Orders Prerequisites to proceed e User should login with CRM credentials e Should have prior knowledge about the New Permanent Phone Connection Users CSR To create a new permanent phone connection manually 1 Click Customer Accounts The Customer Accounts Home View appears 2 Click Customer Account List The Customer Accounts List View appears 3 Click New in the upper applet A blank record is created and is highlighted in yellow Note Customer Id is auto populated after the Account details like Account Name and so on are provided and the record is saved The default value for Status is Prospect 4 Enter the information in the mandatory fields Account Name Surname Name and Account Type Note To refresh or delete the record you just entered press Esc button 5 Click Surname Name The Customer Accounts Detail View appears By default the Account Summary View tab is selected Note In the Detail View there are several view tabs Click on any of the view tabs to navigate to the corresponding views For example In Customer Accounts screen if you click Account Summary view tab Customer Accounts Account Summary View appears To create a new connection the customer has to provide the details in the following
124. mer may have to pay the deposit as well as the other charges Note i Once the payment is made a Receipt Number is auto generated in CRM ii Submit Order button is enabled after the payment details are entered Click Submit Order Upon successful submission of the order a dialog box with the message Order is submitted successfully appears The order is submitted to the downstream systems for further processing After the process is completed the response messages are received from the downstream systems CRM Order Id is the Reference Number to search a particular record in the Clarity System for generating a Service Order Number SO number Click Orders List link The Orders List View appears Click Order Number The Orders Detail View appears Click Milestones view tab The Orders Milestones View appears Note The status updates from the downstream systems can be viewed here After the process in the Provisioning Application Clarity is completed the order details are sent to the Billing System Kenan After the processing of the order is successful in Billing a message is sent to the CRM system Check the status message from the Billing System in the Milestones View to confirm that the new ISDN BRI ISDN PRI connection has been created Copy Ctrl C the phone number from the Service Id Ph Click Services screen The Services Home View appears Paste Ctrl V the phone number in the Service Id Ph field C
125. n this view displays Completed the Status field in the upper applet displays Completed indicating that the order has been completed If the Nature of Shift is Shift When Feasible Click Available Numbers A list of numbers appears Note If the exchange happens without the number change the list of new numbers does not appear An alert that the existing number can continue to be in use appears Click the Reserve Number button If the existing number in the old address cannot be used for the new address then the list of new numbers appears indicating that the old number cannot continue to be present at the new address Click Reserve Number The Sub Status field becomes Port Available Click Accessory Check The Sub Status field changes to Accessories Check Done Click Validate An alert A I the Validations are successful appears Note The Sub Status field changes to Validation Successful User AOTR User s Login as AOTR The AOTR Home View appears Under Activities click the activity which has to be approved for shift The Orders Activities View of the Parent disconnect order appears Note The Type for shift will be Shift Approval If you click the Reject button the Status of the activity is Rejected and both the Reconnect and Disconnect orders has the Status as Cancelled indicating that neither service for the old address has been disconnected nor the connection for the new address connection is done
126. nd order if required and feasible 29 Follow Step 35 and 61 in Creating a New Broadband Connection Shift Immediate The user can complete the disconnect order parent order before the child order as the Submit Order button and the Available Numbers button are both active Note Change the installation address failing which an alert is generated that the installation address needs to be changed 30 Customize Landline order if required 31 Note Follow Step 25 and 27 in Creating a New Broadband Connection 32 Click Available Numbers A list containing phone numbers available in the current exchange appears 33 Select a number from the list The selected number gets populated in Service Id Ph field 34 Click Reserve Number The Sub Status field value becomes Port Available 35 Click Accessory Check The Sub Status field value changes from Pending to Accessories Check Done 36 Click Validate A message Validations are successful appears The Follow On button is enabled 37 Customize broadband order if required and feasible 38 Follow Step 35 and 61 in Creating a New Broadband Connection 8 4 3 Shift Across exchanges Prerequisites to proceed Customer should have a permanent Landline and broadband connection provisioned Users CSR To do the Shift of Broadband process across exchange follow the procedure below 1 The only differences between the scenarios Shift of Broadband Across Exchange and Shif
127. nder the Installed Services the transferred services no longer exist 23 Click Customer Accounts screen The Customer Accounts Home View appears 24 Enter the Account Name Y 25 Click Go The Customer Accounts Account Summary View of the Y account appears Note Under the Installed Services the new service that has been transferred appears This is the service which has been transferred from another account 1 23 Cancel Order In this scenario a user can voluntarily cancel an order for various reasons For example if the customer changes mind and does not want the service or the data is entered incorrectly and so on An order cannot be cancelled after the INDOOR process is completed in the Milestones View tab Prerequisites to proceed MDF should not be completed in the Milestones view of the order Assumption CSR is either has the Status of the order as Open or has the Order Number which has to be cancelled Users CSR To cancel an order 26 27 28 29 30 31 32 33 Click Orders screen The Orders Home View appears Enter the Order Number in the Search field Click Go The Orders List View of that particular order appears Click Order Number The Orders Detail view appears Click More Info view tab The Orders More Info View with the additional details of the current order appears Select Cancellation Reason as Voluntary Cancellation Click Menu located in the upper applet A list of options
128. ne In this scenario the Service ID phone number provided by BSNL can be changed as per the customer s choice Prerequisites to proceed The customer should have an existing permanent landline service Users CSR To change the existing phone number Click Customer Accounts screen The Customer Accounts Home View appears Enter any or all of the values in the Search fields Click Go The Customer Accounts Account Summary View appears Select Order Sub Type field as Indicator Change Click Modify An order with Order Type as Modify is created The product configuration screen appears aFwonN 6 Click Done The Orders Detail View appears The details of the current order being created appear 7 Note Available Numbers button is active 8 Click Available Numbers A list of numbers available for that particular exchange appears Select a number from the list 9 Click OK The selected number is populated in Service Id Ph field in the upper applet 10 Click Reserve Number The number selected is reserved 11 Note The Sub Status field changes from Number Available to Port Available 12 Follow Step 10 to Step 18 in the Facility Provisioning for Landline 1 32Conversion of Fixed Landline to Prepaid FLPP The customer pays BSNL periodically after using the service provided In this scenario if the customer prefers to pay a certain amount before the service usage period Prepaid FLPP facility can be provisioned to the
129. nect order appears Note i The Type for shift will be Shift Approval ii If you click the Reject button the Status of the activity is Rejected and both the Reconnect and Disconnect orders has the Status as Cancelled indicating that neither service for the old address has been disconnected nor the connection for the new address connection is done iii If you click the Approve button the Status of the activity becomes Approved User CSRHYD vi vii viii Login as CSRHYD The CSRHYD Home View appears Note After approval by AOTR the activity has to be closed by CSRHYD Under Activities click the activity which has to be closed The control navigates to the Activities view of the parent disconnect order The Close button is enabled Click Close The activity Status will be Closed Click Child Orders view tab The Orders Child Orders View appears Note In the lower applet the child or reconnect order is seen Click Order Number The Orders Detail View of the child or reconnect order appears Click Submit Order The order is submitted to the downstream systems Note The Status field displays Submission In Progress and the Sub Status field displays Validation Successful The Status field value becomes n Progress and Completed thereafter indicating that both the child and the parent orders are completed Once the order is completed the view becomes completely non editable Click Milestones view tab The Orders
130. ng tabs a Addresses b Contacts Cc Billing Accounts Click Addresses view tab The Customer Accounts Addresses View appears Note No records are present as the addresses are yet to be added Click New A blank record is created and is highlighted in yellow Note The Billing Address Billing Correspondence Address and Installation Address are mandatory Click Contacts view tab The Customer Accounts Contacts View appears Note No records are present as the contacts have to be added Click New A blank record is created and is highlighted in yellow Enter the information in all the mandatory fields Surname Name Preferred Communication Method and Preferred Communication Language Click the down arrow located next to Account Summary view tab on the right side of the screen in the lower applet From the menu select Billing Accounts The Customer Accounts Billing Accounts View appears Click New A record appears Note The fields Billing Account Billing Account Number Preferred Payment Method Bill Media Currency Rural Urban Status fields are auto populated Provide the information in the mandatory fields Contact Last Name Contact First Name Billing Account Type Billing Account Sub Type Frequency Preferred Language Name Bill Period Billing Address and Billing Corresponding Address Click Ctrl S or click Menu and select Save Record option The record is saved Click Orders The Orders Home
131. nts Make Payment button is disabled in the Demand Note Tab Click Make Payment Based on the amount generated the customer has to pay the deposit as well as the other charges Note Once the payment is made a Receipt Number is auto populated in CRM Submit Order button is enabled after the payment details are entered Click Submit Order The order is submitted to the downstream systems Note i Upon successful submission of the order a message Order is submitted successfully appears After the process is completed the response messages are received from the downstream systems ii CRM Order Id is the Reference Number to search a particular record in the Clarity System for generating a Service Order Number SO number Click Orders List link The Orders List View appears Click Order Number The Orders Detail View appears Click Milestones view tab The Orders Milestones View appears 41 42 43 44 45 46 47 Note The status updates from the downstream systems can be viewed After completing the process in the Provisioning Application Clarity the order details are sent to the Billing System Kenan After the processing of the order is successful in Billing a message is sent to the CRM system Check the status message from the Billing System in the Milestones View to confirm that the new child Call Hunting Group record with new landline connection is created Copy Ctrl C the phone number from the Service I
132. nts The Trouble Tickets Complaints View appears 2 Click New A new complaint row is created with blank details except the Docket 3 Click Account pick applet to select the existing account By default Account is auto populated whenever an account is selected Note Contact Number appears when the CSR selects the account Contact number is the main phone number of account The Contact Number is editable 4 Enter the 10 digit number The system automatically prefixes with 91 Note If the number is entered in a wrong format a message Contact Number should be a valid number appears 5 Click Service Id to select the existing Service Id that is Phone Number 6 Click Complaint Type Select the Complaint Type s Technical 7 Click Complaint Sub Type and select a suitable value from the dropdown list from the complaint description from customer Note Complaint Sub Type is based on the Service Type amp Complaint Type values selected For example If Service Type is Landline amp Complaint Type is Technical then the Complaint Sub Type values can be Cable Fault Phone Dead No Speech No Ring and so on Save the complaint to system by clicking Ctrl S Click on the Docket The Complaints Detail View appears Note If complaint has been raised on the same Service Id and Complaint Type a message The Complaint Type of this Service ID is already been Raised Cannot Raise again appears For example Service Id 084
133. nts Home View appears Enter any or all the values in the Search fields Click Go The Customer Accounts Account Summary View appears No Landline record appears here indicating that the service has been permanently removed Click Reject The disconnection process is rejected The Status changes to Rejected Note The Status field of the Activities view displays Closed The Status field of the upper applet displays Cancelled indicating that the disconnection process has been cancelled Click Customer Accounts screen The Customer Accounts Home View appears Enter the Account Name Click Go The Customer Accounts Account Summary View appears Note Under the Installed Services the service on which the Disconnect order was raised is no longer exists 1 16Shift of Landline within the Exchange without number change In this scenario the customer can change the address within the same exchange and can retain the same phone number Before the Shift process starts the new Installation Address should be provided in the Contacts Addresses View for that particular customer If not it has to be provided in the Orders Detail View Prerequisites to proceed The customer should have an existing permanent landline connection Users CSR AOTR To Shift within the same exchange and without changing the number User CSR OP Oe Ne Click Customer Accounts screen The Customer Accounts Home View appears Enter any or a
134. number change See Shift of Landline within the Exchange without number change 2 7 WLL Shift Scenarios Within same exchange and with number change User CSR To shift a WLL connection Within same exchange and with number change See Shift of Landline within the Exchange with number change 2 8 WLL Shift Scenarios Across exchanges User CSR To shift a WLL connection Across exchanges See Shift of Landline Across Exchanges with number change and within zones 3 Business Scenarios PCO 3 1 PCO Closure Users CSR See Voluntary Closure of Landline 3 2 PCO Shift Across Exchanges Users CSR See Shift of Landline Across Exchanges with number change and within zones 3 3 PCO Shift within Exchange without number change Users CSR See Shift of Landline within the Exchange without number change 3 4 PCO Shift within Exchange with number change Users CSR See Shift of Landline within the Exchange with number change 3 5 PCO Accessory Provisioning Users CSR See Accessory Provisioning for Landline 3 6 New PCO Connection for Local STD and ISD PCOs A user can subscribe to a public telephone This service is different from a regular landline service as this is used for a commercial purpose Prerequisites to proceed The CSR should have the CAF details of the customer for whom the PCO connection has to be provisioned Users CSR To provide a customer with a new PCO connection follow the procedure
135. o of Junctions the customer should have an existing ISDN PRI facility Follow Step 1 to Step 8 in the Facility Provisioning for ISDN Click ISDN Group tab The Orders Detail View is displayed Increase the value in No of Junctions Click Reserve Number The new ports for the new junctions in the Clarity system are reserved Click Accessory Check The Sub Status value changes from Pending to Accessory Check Done Click Submit Order The order is submitted to the downstream system Note i The Status field displays Submission in Progress and the Sub Status displays Validation Successful ii The Status field value becomes In Progress Once the order is completed that is after the facility is provisioned for the customer the Status becomes Completed Once the order is completed the view becomes completely non editable 8 Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet displays Completed indicating that the order has been completed Note Scenarios 6 2 1 to 6 2 7 can be performed Individually or with any combination Note that for all the Modify scenarios only one Order Sub type Change in Service is allowed 6 3 Creating ISDN Shift Orders 6 3 1 Shift of
136. o select the BSNL Sulabh plan 1 See Step 1 to Step 23 in Creating a New Permanent Phone Connection manually Note The user can select the plan according to the requirement 2 Click Plans A list of landline plans appears By default None is selected 3 Select any plan starting with the word Sulabh or Sulab 4 Click Facilities tab to select one or all among Call Transfer Call Waiting Conference and Calling Line Identification features 5 Click Calling Level tab A list appears 6 Select one or all of the customer s choice for Local STD Incoming Call Barring Outgoing Call Barring and ISD 28 Note If the plan is selected as Sulabh the Outgoing Call barring field is selected automatically 7 Click Accessories A list appears Select one or all of the choices provided 8 Click Schemes A list appears Choose the relevant scheme i To submit the order Follow Step 16 to Step 25 in Creating a New Permanent Phone Connection using the Auto Order Feature 1 6 Casual Connection In this scenario the customer can request a landline service for a very short period of time For example maximum of 30 days If the customer initially requests for a service for 15 days the service can be extended upto another 15 days without exceeding 30 days in all 1 To select the Connection Type as Casual See Step 1 to Step16 in Creating a New Permanent Phone Connection manually 2 Select the Connection Type as Casual 3 Enter the num
137. ome View appears Enter any or all of the values in the Search fields Click Go The Customer Accounts Account Summary View appears Select Order Sub Type field value as Change in Service Click Cirl S The record is saved Click Modify An order with Order Type as Modify is created The Orders List View appears Click Order Number The Orders Detail view appears Click Customize The Product Configuration screen appears Click Accessories The accessories enlisted for the landline service are e LLCLI PHONE e LLNON CLI PHONE 10 11 12 13 17 18 19 20 21 By default LL NON CLI PHONE is selected Select the Accessories More than one accessory can be selected Click Done The Orders Details View appears The details of the current order being created appear Click Accessory Check The Sub Status field changes from Pending to Accessory Check Done Click Validate All the mandatory changes made are verified Note Sub Status field changes to Validation Successful lf the validations are successful a message Validations are successful appears Click Demand Note The Orders Demand Note View appears The Demand Note is generated for the requested facility Note A record with Demand Note Number and the Amount if any to be paid by the customer appears Click Submit Order The order is submitted to the downstream systems Note The Status field becomes Submission In Progress and the Sub Status fi
138. omer Accounts List View appears 4 Click Account Name The Customer Accounts Account Summary View appears 5 Select Order Sub Type field as Disconnect 6 Click Ctrl S The record is saved 7 Click Disconnect The Orders Detail View appears The details of the current order being created appear Note An activity is created for CSR RTN belonging to that circle To submit the disconnection order to the downstream systems the activity created for CSR RTN should be approved Activity Approval Process for CSR RTN 8 Login into the CRM application as CSR RTN The CSR RTN Home Page appears Note The activity that has been created can be viewed in My Activities applet 9 Click Type The Orders Activities View appears Note The lower applet displays the activity with status as Open The Approve and Reject buttons are activated 10 Click Approve The activity is approved The status of the activity becomes Approved An alert is created for CSR in the CSR Home Page 11 Click Reject The activity is rejected The status of the activity becomes Cancelled The Disconnection order status changes to Cancelled An alert is created for CSR in the CSR Home Page When the activity is approved 12 Click Validate A message All validations are successful appears The Sub Status field changes to Validation Successful 13 Click Submit Order The order is submitted to the downstream systems Note The Status field displays Submis
139. on becomes active Click Validate A message Validations are successful appears This will activate the Demand Note button Click Demand Note The amount that is due is displayed in the Total Amount field Note If the total amount displayed is in as in Rs 399 00 indicates that it is the negative amount The customer has no balance to pay If the total amount displayed is Rs 399 00 then the customer has to pay the amount The Make Payment button is activated If the customer has any dues or if the balance has to be paid click Make Payment button It is optional Receipt Number is auto populated Click Submit Order All the other tabs are inactivated The Status field becomes Complete Click Customer Accounts The Customer Accounts Home View appears Click Customer Accounts List link The Customer Accounts List View appears Select the record Click Account Name The Customer Accounts Detail View appears Click Accounts Summary view tab The Customer Accounts Account Summary View appears Note Under the Installed Services the Product should display the Plan that was placed in Safe Custody and the two features that were locked To reconnect from Safe Custody O Ore Ne Click Customer Accounts The Customer Accounts Home View appears Click Customer Accounts List link The Customer Accounts List View appears Select the record Click Account Name The Customer Accounts Detail View appears Click Accounts Summary
140. ote i The user can complete the disconnect order parent order before the child order as the Submit Order button and the Available Numbers button are both active ii Change the installation address failing which an alert is generated that the installation address needs to be changed a Click Available Numbers A list containing phone numbers available in the current exchange appears b Click Reserve Number The Sub Status field becomes Port Available c Select a number from the list The selected number is populated in Service Id Ph field d Click Accessory Check The Sub Status field changes to Accessories Check Done e Click Validate An alert Validations are successful appears Note The Sub Status field changes to Validation Successful User AOTR f Login as AOTR The AOTR Home View appears g Under Activities click the activity which has to be approved for shift The Orders Activities View of the Parent disconnect order appears Note iv Type for shift will be Shift Approval v If you click the Reject button the Status of the activity is Rejected and both the Reconnect and Disconnect orders has the Status as Cancelled indicating that neither service for the old address has been disconnected nor the connection for the new address connection is done vi If you click the Approve button the Status of the activity becomes Approved User CSRHYD h Login as CSRHYD The CSRHYD Home View appears
141. ount Summary View appears Select Order Sub Type field value as Change in Service Click Ctrl S The record is saved Click Modify An order with Order Type as Modify is created The Orders List View appears Click Order Number The Orders Detail View appears Click Customize The Product Configuration screen appears Click Facilities The facilities enlisted for the current service appear Select the facilities required More than one facility can be selected Click Done The Orders Detail View appears The details of the current order being created appear Click Accessory Check The feasibility of the new facility is verified The Sub Status changes from Pending to Accessory Check Done 12 Click Validate All the mandatory changes made are verified The Sub Status changes to Validation Successful f the validations are successful a message Validations are successful appears 13 Click Demand Note The Demand Note is generated for the requested facility Note The Orders Demand Note View appears A record with the Demand Note Number and the Amount if any to be paid by the customer appears 9 Click Submit Order The order is submitted to the downstream systems Note The Status is Submission In Progress and the Sub Status is Validation Successful The Status becomes In Progress and Completed thereafter indicating that the order is completed after which the facility is provisioned for the customer Once the order i
142. ove the accessories which have status as Not Feasible then the accessories under Line Items with Status field as Delete should be removed and then click Accessory Check c Click Validate A message indicating all validations are successful appears User AOTR d Login as AOTR The AOTR Home View appears e Under Activities click the activity which has to be approved for shift The Orders Activities View of the Parent disconnect order appears Note i The Type for shift will be Shift Approval ii If you click the Reject button the Status of the activity is Rejected and both the Reconnect and Disconnect orders has the Status as Cancelled indicating that neither service for the old address has been disconnected nor the connection for the new address connection is done iii If you click the Approve button the Status of the activity becomes Approved User CSRHYD f Login as CSRHYD The CSRHYD Home View appears Note After approval by AOTR the activity should to be closed by CSRHYD Under Activities click the activity which has to be closed The Orders Activities View of the Parent disconnect order appears The Close button is enabled Click Close The activity Status will be Closed Click Child Orders view tab The Orders Child Orders View appears In the lower applet the child or reconnect order can be seen Click Order Number The Orders Detail View of the child or reconnect order appears Click Su
143. own stream systems on completion of process iii CRM Order Id is the Reference Number to search a particular record in Clarity for generating a Service Order Number SO number 10 11 13 iv The Status field value becomes In Progress and Completed thereafter indicating the completion of the order after which the Service will be disconnected for the customer Once the order gets completed the view becomes completely read only for the user Click Milestones View tab The Orders Milestones View appears Note i The Type field in this view indicates the downstream systems in which the order is pending Status field provides the status of the order in that respective system ii If the Status field in this view is Completed the Status field in the upper applet is Completed indicating that the order has been completed Copy Cirl C the phone number of the customer from the Service Id Ph field Click Services screen The Services Home View appears 12 Paste Ctrl V the copied phone number in the Service Id Ph field A record with the phone number for which the Status is Inactive appears Click the corresponding Service The Services Components View appears In the lower applet under the Product field all the Facilities Plans Schemes with Status as Inactive appears 5 10Disconnection of child number To disconnect a child record from the Call Hunting Group with landline disconnection the customer
144. pears 11 Click Add The Add Solutions applet appears refer the following screen shot 12 Click Query to search for the existing record All the related solutions are displayed 13 Click Add located in the lower half of the applet The solution gets attached to the Complaint Detail Solution View 14 Click Close Docket The Complaint will be closed It has 3 applets e Complaint Solution view e Add Solutions without solutions applet e Click on the Query amp Go button gt Open the Add Solutions applet with Solutions 7 2 2 Closing the Complaint by FTO 15 Login into CRM as an FTO The FTO Home Page appears 16 Click Alert record in My Alerts applet The Faults Detail Applet appears FTO would call the customer and explain and verify with the customer that the complaint is resolved 17 Click Close Docket The complaint is closed The applets becomes non editable and the following fields are updated e Status Closed e Close Date lt Current System Date gt 7 2 3 Closing the Complaint by AOTR User 1 CSR Landline Note Only the Billing complaint will be closed by AOTR 1 The CSR creates the Billing Complaint Click Submit The complaint is assigned to AOTR User 2 AOTR 2 Login into CRM application as AOTR The AOTR Home Page appears 3 Click Alert in My Alerts applet The Complaints Detail View appears 4 Click Close Docket The complaint is closed and the following fields are updated in CRM e Stat
145. pt Number field in the upper applet is auto populated The Submit Order button is activated 10 Click Submit Order The order is submitted to the downstream systems Note The Status field displays Submission in Progress and the Sub Status field displays Validation Successful The Status field becomes In Progress and Completed thereafter indicating 12 13 14 15 16 17 1 that both the child and parent orders are completed Once the order is completed the view becomes completely non editable Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet also Completed indicating that the order has been completed Assumption The service has been transferred from Account X to Account Y Click Customer Accounts screen The Customer Accounts Home View appears Enter the Account Name X Click Go The Customer Accounts Account Summary View of the X account appears Note Under the Installed Services the transferred services no longer exist Click Customer Accounts screen The Customer Accounts Home View appears Enter the Account Name Y Click Go The Customer Accounts Account Summary View of the Y account appears Under the Installed Services the new
146. r is pending Status provides the status of the order in that respective system If the Status field in this view is completed the Status field in the upper applet is Completed indicating that the order has been completed Copy Ctrl C the phone number of the customer from Service Id Ph Click Services screen The Services Home View appears Click Services List link The Services List View appears Paste Ctrl V the copied phone number in Service Id Ph A record with that particular phone number and the Status as Active appears Click the corresponding Service The Components View appears In the lower applet under the Product field the added facility that has been added appears 4 3 Centrex Disconnection with Landline Connection Prerequisites to proceed The customer should have an exisitng Centrex connection User CSR CSRRTN To disconnect a Centrex Landline Connection 2 Or Nas Click Customer Accounts screen The Customer Accounts Home View appears Enter the value in any or all of the fields in the Search fields Click Go The Customer Accounts Account Summary View appears Select Order Sub Type field value as Disconnect Click Ctrl S The record is saved Click Disconnect The Orders Detail View appears The details of the current order appear Note i An Activity for the disconnect order is created ii An order with the Order Type as Disconnect is created iii Activity created is of Type Ret
147. rder button is activated without any payments Make Payment button is disabled in the Demand Note Tab Click Make Payment The payment is made in PMS Note Based on the amount generated the customer has to pay the deposit as well as the other charges Once the payment is made a Receipt Number is auto populated in CRM Submit Order button is enabled after the payment details are entered Click Submit Order The order is submitted to the downstream systems Note i Upon successful submission of the order a message Order is submitted successfully appears After the process is completed the response messages are received from the downstream systems ii CRM Order Id is the Reference Number to search a particular record in the Clarity System for generating a Service Order Number SO number Click Orders List link The Orders List View appears Click Order Number The Orders Detail View appears Click Milestones view tab The Orders Milestones View tab appears Note The status updates from the downstream systems can be viewed After completing the process in the Provisioning Application Clarity the order details are sent to the Billing System Kenan After the processing of the order is successful in Billing a message is sent to the CRM system Check the status message from the Billing System in the Milestones View to confirm that the new Call Hunting connection has been created Copy Ctrl C the phone number from the
148. roadband Detail View appears Note All fields except the Customer Requested Date in this view are enabled for modification 7 Select the appropriate date Click Activity view tab 8 Click Approve The order is approved 9 Click Submit Once the order is completed the view becomes completely non editable If successful the Sub Status becomes Submission In Progress and In Progress if submitted to downstream 8 4 5 Broadband Disconnection In this scenario the customer can disconnect only the Broadband connection due to any reasons Prerequisites to proceed e Customer should have a permanent Landline and broadband connection provisioned e CSR Retention should provide disconnection reason and comments for the activity Users CSR To disconnect the broadband 1 Click Customer Accounts The Customer Accounts Home View appears 2 Enter any or all of the values in the Search field 3 Click Go The Customer Accounts Account Summary View appears 4 Click Account Summary view tab The Customer Accounts Account Summary view appears displaying the services given to that particular customer 5 Select the Order Sub Type field values as Broadband Disconnect 6 Click Ctrl S The record is saved 7 Click Disconnect Broadband The Broadband Detail View appears Note All the fields except the Customer Requested Date in this view are enabled for modification 8 Select the appropriate date 9 Click activity view and click Appro
149. rs Select the Order Sub Type field values as Broadband Static IP Change Click Modify The Broadband Detail View appears Note The Sub Status field is set to Validation Successful Submit button is enabled Click Submit The order is submitted On completing the Static IP change verify the order status to be Complete Click Milestones View tab and verify the NIB tasks are completed successfully Click Services tab and search for the Service Id Click Service The Services Components View appears Verify that the Broadband product component is available in the products column Highlight the row corresponding to the Broadband product in Services Components view Click Service corresponding to the Broadband product The Component details for broadband are displayed Highlight the Static IP component Click Service The Services Detail View is refreshed Click Services Attributes View Verify the updated static IP details 8 4 Shift Scenario 8 4 1 Shift of Landline within the Exchange without number change In this scenario the customer can request for a shift of address within the same exchange and may want to retain the same phone number and Broadband Connection Before the Shift process starts it is required that the entry of the new installation address is completed in the Addresses view tab for that particular customer otherwise the user has to stop the process in between when the new address is being en
150. rvices screen The Services Home View appears Click Services List link The Services List View appears Paste Ctrl V the copied phone number in the Service Id Ph field A record with the phone number for which the Status is nactive appears Click the corresponding Service The Components View appears In the lower applet under the Product field all the Facilities Plans Schemes with Status as Inactive appears 4 4 Centrex Disconnection Without Landline Only Centrex feature To disconnect Centrex Connection without disconnection of landline the customer should have the Centrex Connection being disconnected User CSR To disconnect a Centrex Connection without disconnection of landline 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 Click Customer Accounts screen The Customer Home View appears Enter the value in any or all of the Search fields Click Go The Customer Accounts Account Summary View appears Select Order Sub Type as Remove From Centrex Group Click Save or Ctrl S The record is saved Click Order Number The Orders More Info View appears Click Customize to select the Plan Facilities Accessories and the Schemes The customer can customize the product according to the requirement Click Plans tab to select the Centrex plans By default none is selected Only one option can
151. s completed the view becomes non editable 10 Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream systems with which the order is pending The Status field provides the status of the order in that respective system For example if the Status in the upper applet is Completed it indicates that the order has been completed 11 Copy Ctrl C the phone number of the customer from the Service Id Ph field 12 Click Services screen The Services List View appears 13 Paste Ctrl V the copied phone number in the Service Id Ph field A record with that particular phone number where Status is Active appears 14 Click the corresponding Service The Services Components view appears Note In the Components applet under the Product field the facility that has been added where the Status as Active is seen 1 12Facility Disconnection for Landline In this scenario the customer requests for disconnecting the facilities provided with the existing service Facilities include Outgoing Call Barring Calling Line Identification Incoming Call Barring and so on Prerequisites to proceed The customer should have an existing e Permanent landline connection e 6Facility facilities that are being disconnected Users CSR To disconnect an existing facility Click Customer Accounts screen The Customer Accounts Home View appears Enter any or all of the values in the
152. s intended are prohibited All trademarks that appear in the document have been used for identification purposes only and belong to their respective companies Confidential ii TATA CONSULTANCY SERVICES CRM User Manual PF3020 Document Release Note Notice No Customer BSNL Project BSNL CDR Document details Version no Description CRM User Manual Version 1 0 Revision details Action taken Previous New page Revision description add del change page no no Change Register serial numbers covered The documents or revised pages are subject to document control Please keep them up to date using the release notices from the distributor of the document These are confidential documents Unauthorised access or copying is prohibited Approved by Authorised by Date Date Confidential iii TATA CONSULTANCY SERVICES CRM User Manual PF2060C Document Revision List Customer BSNL Project BSNL CDR Document Name CRM User Manual Release Notice Reference for release Rev Revision Revision Page Previous Action Addenda Release No CENG description no page no taken New page notice reference Confidential iv TATA CONSULTANCY SERVICES CRM User Manual About this Manual This manual provides the tasks scenarios that can be performed using the CRM application Purpose This manual has been written to help you under
153. sconnect Parent order or Shift Disconnect order 14 The Orders Detail View of the child order appears 15 Click More Info view tab The Customer Accounts More Info View appears 16 Select Nature Of Shift from the following three options e Shift CRD e Shift when feasible e Shift Immediate e Ifthe Nature of Shift is Shift CRD In this scenario shift takes place on the date requested by the customer The Accessory Check button is active Note If the Installation Address is not changed an alert is generated i Click Accessory Check The Sub Status changes from Pending to Accessories Check Done ii Enter the Customer Requested Date as per the date requested by the customer Note Change in Customer Requested Date can be made only after the Accessory Check is completed and before you click the Validate button 17 Click Validate A message Validations are successful appears 18 Click Submit Order The order is submitted to the downstream systems 19 The Status field displays Submission in Progress and the Sub Status displays Validation Successful 20 The Status field value becomes In Progress Once the order is completed that is after the facility is provisioned for the customer the Status becomes Completed Once the order is completed the view becomes completely non editable 21 Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which th
154. seaeeseeeeseaeeseneeeeaas 55 Confidential vii TATA CONSULTANCY SERVICES CRM User Manual 2 Business Scenari s WLL cscs cscs sesesets sch acectncrcrecascansece stceiacaatdasece ceeacesaveaececbatbasenss 57 2 1 New WEL IF IXOC sis setect vas cteaprvs surevenceveeseedelocpeeee dante dseulove vasa R ieeeenreeerens 57 2 2 WLL TNF Connections iscsi iseina ini iene ake ened hie tds 58 2 3 WLL Facility Provisioming sisi isctecct teste thetic ier aed ade 59 2 4 WLL Fixed Disconnection or WLL Permanent CIOSULE cccccceeeeeeeeeeeeeteeteteeeteaeeseneeeeaes 59 2 5 WLL TNF Facility DISCOMM CHHO Maissiin aianei aiana ANANA NAE EARE AA ERA 59 2 6 WLL Shift Scenarios Within same exchange and without number change 0 00 59 2 7 WLL Shift Scenarios Within same exchange and with number change 0 c0eee 59 2 8 WLL Shift Scenarios Across exchanges cccccceeeeeeeeeeeseeeeeeaeeeeaeeseaeeeeeeeeeeaeesecaeeseneeeeaes 59 S Business Scenari s PCO ice cscs asics sceesecascdaceci sccctacasccucens stceiacastdasoca aezatesaveaecesaessacuds 60 3 1 PCO CIOSUFE unsinnig d d e r aas a d 60 3 2 PGO Shift Across Exchanges issenensis ne aa aiaa ra edad 60 3 3 PCO Shift within Exchange without number Change sesseesesesssesessiresrresrrssrnesrnesrnnsrenens 60 3 4 PCO Shift within Exchange with number change essseessessressressressrrssinssrnsrinsrrnssrnssrnnens 60 3 5 PCO Accessory ProviSiOning
155. should have an existing landline connection and Call Hunting Group facility For disconnecting the child number see Disconnection of pilot number 5 11Facility and Accessory Provisioning for Call Hunting Group Users CSR For a facility and accessory provision for Call Hunting Group the customer should have an existing Call Hunting Group facility To provision a new facility and accessory for a Call Hunting Group connection O21 O O 12 Click Customer Accounts The Customer Accounts Home View appears Enter any or all the values in the Search fields Click Go The Customer Accounts Account Summary View appears Select Order Sub Type as Change in Service Click Save or Ctrl S The record is saved Click Modify An order with the Order Type as Modify is created The Orders Detail View appears with all the details of the current order being created Click Customize to select the Plan Facilities Accessories and the Schemes The customer can customize the product according to the requirement Click Facilities tab to select the facilities Click Accessories tab to select the requested accessories of the choices provided By default LL NON CLI PHONE is selected Click Done to accept all the information provided The Orders Line Items View with the selected products appears Click Accessory Check The feasibility of the new order is verified Note The Sub Status changes from Pending to Accessory Check Done
156. sing of the order is successful in Billing a message is sent to the CRM system Check the status message from the Billing System in the Milestones View to confirm that the adding Call Hunting Group to the existing landline connection Copy Ctrl C the phone number from the Service Id Ph Click Services screen Search on Service Id Ph copied above Click Query The service record appears Click Service The Services Detail View appears Verify and confirm the details in the Services Detail View By default the Services Components View appears Check if the product components requested are provisioned as per the customer s requirement 5 3 New Landline forming existing Call Hunting Group Prerequisites to proceed The customer should have an existing Call Hunting Connection Group User CSR To create new Call Hunting Group child connection n PONS 10 11 Click Customer Accounts The Customer Accounts Home View appears Enter any or all the values in the Search fields Click Go The Customer Accounts Account Summary View appears Click Orders View tab The Customer Accounts Orders View appears Click New A record is created and is highlighted in yellow Note Order Number Order Type and Order Sub Type and other fields are auto populated Enter the information in all the mandatory fields Billing Account Installation Address and Connection Type as Permanent Usage Code and Service Category Selec
157. sion in Progress and the Sub Status field displays Validation Successful The Status field becomes In Progress and Completed thereafter indicating the completion of the disconnection order Once the order gets completed the view becomes completely non editable Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet displays Completed indicating that the order has been completed 7 Business Scenarios Complaints 7 1 Creating a New Complaint Technical Billing Technical Complaints can be created using the following two views e Complaints View e Trouble Tickets View Using Complaints View 1 Click Trouble Tickets The Trouble Tickets Home View appears 2 Click Complaints The Trouble Tickets Complaints View appears 3 Click New A new complaint is created Using Trouble Tickets View 1 Click Trouble Tickets The Trouble Tickets Home View appears 2 Click All Trouble Tickets The Trouble Tickets All Trouble Tickets View appears 3 Click New A new complaint is created To create a new complaint User1 CSR Landline Prerequisites to proceed An Asset should exist 1 Click Trouble Tickets The Trouble Tickets Home View appears Click on the Complai
158. sioned CRM system automatically creates an Asset against that particular order In other words an Asset is created for every provision order completed Prerequisites to proceed e User should login into the CRM application e User should have prior knowledge about the New Centrex Connection e User should be assigned the role of CSR in the profile 5 1 New Landlines forming new Call Hunting Group To create new Call Hunting Group with new Landline Connection details of the customer should be entered in a specific order Contacts Customer Accounts gt Billing Accounts gt Orders 1 Click Customer Accounts screen The Customer Accounts Home View appears 2 Click Customer Accounts List link The Customer Accounts List View appears 3 Click New A blank record is created and is highlighted in yellow Note Customer Id and Status with a value as Prospect is auto populated 4 Enter the mandatory fields Account Name Surname First Name and Account Type Note i To refresh or delete the record you just entered press Esc button ii Once the Account Name is entered it is a hyperlink iii Click Account Name The Customer Accounts Account Summary View appears Information should be provided in the following view tabs e Addresses e Contacts e Billing Accounts 5 Click Addresses View tab The Customer Accounts Addresses View appears 6 Click New A blank record is created and is highlighted in yellow 7 Provide inform
159. ssage Validations are successful appears Note Demand Note button is enabled after the validations Click Demand Note The Orders Demand Note View appears Note If the Total Amount in the Orders screen is Rs 0 00 then the Submit Order button is activated without any payments Make Payment button is disabled in the Demand Note Tab Click Make Payment Based on the amount generated the customer has to pay the deposit as well as the other charges Note Once the payment is made a Receipt Number is auto populated in CRM Submit Order button is enabled after the payment details are entered Click Submit Order The order is submitted to the downstream systems Note 26 27 28 29 30 31 32 33 34 i Upon successful submission of the order a message Order is submitted successfully appears After the process is completed the response messages are received from the downstream systems ii CRM Order Id is the Reference Number to search a particular record in the Clarity System for generating a Service Order Number SO number jii Click Orders List link The Orders List View appears Click Order Number The Orders Detail View appears Click Milestones view tab The Orders Milestones View appears Note The status updates from the downstream systems can be viewed After completing the process in the Provisioning Application Clarity the order details are sent to the Billing system Kenan After the proces
160. stand the scenarios in the CRM Application It contains the procedures that you should know for performing your business tasks Intended Audience This manual is intended for the personnel in the CRM department Prerequisites Following are the prerequisites for performing the tasks presented in this manual e see Basic functional knowledge of the services provided by BSNL aee Basic knowledge of Siebel application Should have attended CDR training conducted for CSRs Organisation of the Manual Information in this manual has been organised as follows Organisation of this Manual Business Scenarios Landline Lists various Business Scenarios for Landline WLL amp PCO Lists various Business Scenarios for WLL PCO Lists various Business Scenarios for PCO Centrex Group Lists various Business Scenarios for Centrex Group Call Hunting Lists various Business Scenarios for Call Hunting Group Group ISDN Lists various Business Scenarios for ISDN Complaints Lists various Business Scenarios for Complaints Broadband Lists various Business Scenarios for Broadband Typographical Conventions The following table gives the details of the typographical conventions used in the document Typographical Conventions Confidential v TATA CONSULTANCY SERVICES CRM User Manual Formatting Type of Information Convention Title Case amp Bold All the buttons used
161. t 39 40 44 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 Note Group details can be modified if the Service Sub Type is ISDN PRI Click Reserve Number The ISDN number is reserved All the requested extensions are reserved Note Reserved numbers are displayed in the Extension Numbers applet in ISDN Group tab Once the numbers are reserved the Accessory Check button is enabled Click Accessory Check The feasibility of the accessories selected is verified Note i After the Accessory Check is successful Validate button is enabled ii If any of the information is missing an alert is displayed with an appropriate message For example If a plan is not selected an alert Select at least one plan appears Click Orders screen The Orders Home View appears Click Orders List link The Orders List View appears Click Order The Orders Detail View appears Click Validate If the information provided is complete and correct the order is validated successfully A dialog box with the message Validations are successful appears Note Demand Note button is enabled after the validations Click Demand Note The Demand Note View appears Note If the Total Amount in the Orders screen is Rs 0 00 then the Submit Order button is activated without any payments Make Payment button is disabled in the Demand Note Tab Click Make Payment Based on the amount generated the custo
162. t is not being done Clarity system is updated and Clarity in turn updates CRM The outgoing calls will be barred for the customer To check if disconnection has been done due to non payment for a regular customer Users Any 20 Click Services screen The Services Home View appears 21 Click Services List link The Services List View appears 22 Click Query in the upper applet A blank record highlighted in yellow appears 23 Select Operating Status field as OG barred NP 24 Click Go The result may or may not return records If there is one or more records that means customers of these services have outgoing calls barred To disconnect due to non payment for a VIP customer Users CSR AOTR CRM receives a list of VIP customers who have not made payments CSR calls the customer and asks for a date on which the customer can make the payment User CSR 25 Click Services screen The Services Home View appears 26 Click Services List link The Services List View appears 27 Click Collections link The Promise to Pay Date field is populated with a date If today s date is more than the date mentioned in the field the CSR has to escalate this to AOTR 28 Click Submit If today s date is more than the date mentioned in the field an alert is generated for the AOTR The Promise to Pay Status value is Submitted User AOTR 29 Click Task The Message Body Please approve reject collection request appears The Services
163. t of Broadband within Exchange with Number change is 2 In Shift of broadband across Exchange the Exchange Type of the new Installation Address has to be different from the previous Installation address The Order Sub Type is Shift Across Exchanges 3 In Shift of broadband within Exchange with Number change the installation address has the same exchange as its previous address Also the Order Sub Type is Shift Within Exch with NumChg 4 Refer to Step 1 to 20 of Shift of Landline within the Exchange with number change 8 4 4 Normal Disconnection 1 The customer may want to disconnect both Landline and Broadband connection due to some reasons This is the case when Normal Disconnection occurs Prerequisites to proceed e Customer should have a permanent Landline and broadband connection provisioned e CSR Retention should provide disconnection reason and comments for the activity Users CSR To do the disconnection of the complete service that is Landline with Broadband Click Customer Accounts The Customer Accounts Home View appears 1 Enter any or all of the values in the Search field 2 Click Go The Customer Accounts Account Summary View appears 3 Click Account Summary view tab The Customer Accounts Account Summary view appears displaying the services given to that particular customer 4 Select the Order Sub Type field values as Disconnect 5 Click Ctrl S The record is saved 6 Click Disconnect The B
164. t the Service Line as Basic Phone Service Service as Wire line Service Type as Landline and Service Sub Type as Fixed Landline Click Order Number The Orders More Info View appears Select CH Pilot No Reference number The CH Pilot Number Pick Applet appears Select CH Pilot No Click OK Click Line Items view tab The Orders Line Items View appears 12 13 Click New A new line item is added Provide information in all the mandatory fields Nominee Name Nominee Relation and Product Depending on the Service Type selected Product is filtered and displayed Click Line The details of the Products selected can be viewed 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 Click Customize to select the Plan Facilities Accessories and the Schemes The customer can customize the product according to the requirement Click Plans tab to select the Centrex plans By default none is selected Only one option can be selected at a time Click Calling Level tab to select the customer s choice for Local STD and ISD By default Local is selected Click Facilities tab to select the facilities Click Accessories tab to select the requested accessories of the choices provided By default LL NON CLI PHONE is selected Click Centrex Schemes Deposit Schemes Installation Schemes Rental Schemes and CUG Plans to select the customer
165. tab If the value selected is Shift CRD In this case the shift occurs on the date requested by the customer At this point the Accessory Check button is active The Installation address has to be changed An alert appears if it is not changed Customize Landline order if required Note Follow Step 25 to Step 27 in Creating a New Broadband Connection 11 Click Accessory Check The Sub Status field value changes from Pending to Accessories Check Done 12 Change the Customer Requested Date to the date requested by the customer Note You can change this field only after the Accessory Check is complete and before you click the Validate button 13 Click Validate A message Validations are successful appears The Follow On button is enabled 14 Customize broadband order if required and feasible Note Follow Step 35 and 61 in Creating a New Broadband Connection Shift When feasible in this scenario shift takes place whenever it is feasible for BSNL The Accessory Check button is active when it is feasible Note Change the installation address failing which an alert is generated that the installation address needs to be changed Customize Landline order if required Note Follow Step 25 and 27 in Creating a New Broadband Connection 15 Click Accessory Check The Sub Status field value changes from Pending to Accessories Check Done 16 Click Validate A message Validations are successful appears The Follow On button is en
166. ted and both the Reconnect and Disconnect orders has the Status as Cancelled indicating that neither service for the old address has been disconnected nor the connection for the new address connection is done k If you click the Approve button the Status of the activity becomes Approved User CSRHYD a Login as CSRHYD The CSRHYD Home View appears Note After AOTR approves the activity has to be closed by CSRHYD b Under Activities click the activity which has to be closed The Orders Activities View of the Parent disconnect order appears The Close button is enabled c Click Close The activity Status will be Closed d Click Child Orders view tab The Orders Child Orders View appears Note In the lower applet the child or reconnect order can be seen e Click Order Number The Orders Detail View of the child or reconnect order appears f Click Submit Order The order is submitted to the downstream systems The Status field displays Submission In Progress and the Sub Status field displays Validation Successful The Status field becomes n Progress and Completed thereafter indicating the completion of the parent and child order Once the order is completed the view becomes completely read only for the user g Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in t
167. tered in the Orders Detail view Prerequisites to proceed Customer should have a permanent Landline and broadband connection provisioned Users CSR To provide the Shift of Broadband connection within the same exchange without the number change Click Customer Accounts The Customer Accounts Home View appears Enter any or all of the value in any or all of the fields in Search field for which the landline facility should be permanently removed N Click Go The Customer Accounts Account Summary View appears Click Addresses View tab The Addresses view with various types of addresses appears Click New A new address with the Address Type as Installation Address appears oor amp Click Account Summary view tab The Customer Accounts Account Summary view appears where the services provided to a particular customer is displayed Select the Order Sub Type field value as Shift Within exch w o NumChg Click Ctrl S The record is saved 9 Click Shift The Order detail view appears and Accessory Check button is enabled Two orders are created as given below a First the Order Type as Shift and Order Sub Type as Shift Within exch w o NumChg Child order or Reconnection order Oe b Second order with Order Type as Shift and Order Sub Type as Disconnect Parent order or Shift Disconnect order The Orders Detail view of the Child order appears 10 Select the Nature of Shift field value under the More Info view
168. the Approve button the Status of the activity becomes Approved User CSRHYD i Login as CSRHYD The CSRHYD Home View appears Note After AOTR approves the activity has to be closed by CSRHYD Under Activities click the activity which has to be closed The Orders Activities View of the Parent disconnect order appears The Close button is enabled Click Close The activity Status is Closed Click Child Orders view tab The Orders Child Orders View appears Note In the lower applet the child or reconnect order is seen Click Order Number The Orders Detail View of the Child or reconnect order appears Click Submit Order The order is submitted to the downstream systems Note The Status field displays Submission In Progress and the Sub Status field displays Validation Successful The Status field becomes In Progress and Completed thereafter indicating that the child and the parent orders are completed Once the order is completed the view becomes completely non editable 0 Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field in this View displays Completed the Status field in the upper applet also displays Completed indicating that the order has been completed i If the Nature of Shit is Shift Immediate N
169. the Reference Number to search a particular record in the Clarity System for generating a Service Order Number SO number 20 Click Orders List link The Orders List View appears 21 Click Order Number The Orders Detail View appears 22 Click Milestones View The Orders Milestones View appears Note The status updates from the downstream systems can be viewed After completing the process in the Provisioning Application Clarity the order details are sent to the Billing System Kenan After the processing of the order is successful in Billing a message is sent to the CRM system 23 Check the status message from the Billing System in the Milestones View to confirm the deletion of entire Call Hunting Group 24 Copy Ctrl C the phone number from the Service Id Ph 25 Click Services screen The Services Home View appears 26 Enter the Service Id Ph copied above 27 Click Query The service record appears 28 Click Service The Services Detail View appears Verify and confirm the details in the Services Detail View 5 7 Change of pilot number in CH group In this process the customer account s service is disconnected completely from one Call Hunting Group and the customer account Landline connection is attached to the other Call Hunting Group To change pilot number in Call Hunting Group the customer should have an existing Call Hunting Facility facility In this scenario two processes are involved i
170. the demand note is generated and the amount to pay is displayed in this view The amount due is displayed in the Total Amount field Make Payment button on Broadband Demand Note view tab is activated If the customer has any dues or if the balance has to be paid click Make Payment This is optional A Receipt number is auto populated and the same receipt number is populated for the Landline order Click Landline order view tab The Landline Orders View appears Note It is required to submit the landline order before the Broadband order can be submitted Click Landline Order Number The corresponding Landline Order appears Click Submit Order of landline All the other tabs are non editable Note After the submission of the order is successful the Order Status changes to Submission In Progress Once the system submits the details to the downstream systems automatically the status changes to In Progress Click Child Order View tab The Orders Child Order View appears Click Order The Broadband Order Details View appears Click Submit Order of broadband Order is submitted for further processing Note If the order is submitted successfully a message Broadband Order submitted successfully and change order status to Submission In progress Change Root line item Action Code to Update Once the order is completed the view becomes completely non editable Verify the landline order status Click Broadband Landline View Tab Click
171. the order is pending Status provides the status of the order in that respective system For example if the Status field in this view shows Completed the Status field in the upper applet shows Completed indicating that the order has been completed Copy Ctrl C the phone number of the customer from Service Id Ph Click Services screen The Services Home View appears Click Services List link The Services List View appears Paste Ctrl V the copied phone number in Service Id Ph A record having with that particular phone number with Status as Active with Centrex Group Group Id null Click the corresponding Service The Services Components View appears In the lower applet under the Product field the added facility that has been added appears 4 5 Centrex FR0400 Technical Faults Refer to the Process Create a Technical Fault 4 6 Centrex FR0401 Billing Complaints Refer to the Process Create a Technical Fault 5 Business Scenarios Call Hunting Group For creating a New Call Hunting Connection an order has to be created Once the order is created the processing of the order is controlled by exchanging messages between the downstream systems that is Clarity and the Billing System Depending on the request received from CRM the Clarity system controls the required configurations either manually or automatically and sends the feedback to CRM system in the form of controlled messages Once the order is provi
172. to proceed To shift an ISDN connection the customer should have an existing ISDN service Note i Before the shift process is started it is required that the new Installation Address has the same Exchange Type as the previous Installation Address which is provided in the Customer Accounts Addresses view for that particular customer ii New ISDN Group has to be created in the ISDN Group View tab with the Group Type as the Service Sub Type ISDN PRI or ISDN BRI To shift the ISDN process within the same exchange and with number change 1 Click Customer Accounts screen The Customer Accounts Home View appears 2 Enter any or all the values in the Search field 3 Click Go The Customer Accounts List View appears 4 Click Account Name The Customer Accounts Account Summary View appears 5 Click Addresses view tab The Customer Accounts Account Summary View appears 6 Click New A new record with the Address Type as Installation Address appears 7 Click Account Summary view tab The Customer Accounts Account Summary view appears The services provided to that particular customer appear 8 Select the Order Sub Type field as Shift Within exch w o NumChg 9 Click Ctrl S The record is saved 10 Click Shift The Orders Detail View appears At this point two orders are created Note First with the Order Type as Shift and Order Sub Type as Shift Within exch with NumChg Child order or Reconnection order Second
173. ts Accounts Summary View appears iv Click Addresses view tab The Customer Accounts Addresses View appears 1 Click Account Summary view tab The Customer Accounts Account Summary View appears where the services provided to that particular customer appears 2 Select the Order Sub Type field as Shift Within exch w o NumChg 3 Click Shift Two orders are created and an activity is created under the parent disconnect order First an order with the Order Type as Shift and Order Sub Type as Shift Within exch with NumChg Child order or Reconnection order is created Second an order with the Order Type as Shift and Order Sub Type as Disconnect Parent order or Shift Disconnect order is created Note The Orders Detail View of the Child Order appears The Available Numbers button is active Select a new installation address in from the Address pick applet The address is selected Select the Nature Of Shift field under the More Info view tab The options are Shift CRD Shift when Feasible Shift Immediate If the Nature of Shift is Shift CRD In this scenario the Available Numbers button is active a Click Available Numbers A list containing the phone numbers available in the current exchange appears b Select a number from the list The selected number is populated in Service Id Ph field c Click Reserve Number The Sub Status field becomes Port Available d Click Accessory Check The Sub Status
174. tus as Cancelled indicating that neither service for the old address has been disconnected nor the connection for the new address connection is done iii If you click the Approve button the Status of the activity becomes Approved User CSRHYD h Login as CSRHYD The CSRHYD Home View appears Note After AOTR approves the activity has to be closed by CSRHYD Under Activities click the activity which has to be closed The Orders Activities View of the Parent disconnect order appears The Close button is enabled Click Close The activity Status will be Closed Click Child Orders view tab The Orders Child Orders View appears Note In the lower applet the child or reconnect order is seen Click Order Number The Orders Detail View of the Child or reconnect order appears Click Submit Order The order is submitted to the downstream systems Note The Status field displays Submission In Progress and the Sub Status field displays Validation Successful The Status field value becomes In Progress and Completed thereafter indicating that both the child and the parent orders are completed Once the order is completed the view becomes completely non editable Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provides the status of the order in that respective system For example if the Status field i
175. uest for disconnecting all the existing services from BSNL Although the customer chooses to disconnect the services voluntarily CSRRTN intervenes to check if the customer can be retained Prerequisites to proceed The customer should have an existing Landline connection Users CSR CSRRTN To close or disconnect a landline connection permanently User CSR i Click Customer Accounts screen The Customer Accounts Home View appears ii Enter any or all of the values in the Search fields iii Click Go The Customer Accounts Account Summary View appears 1 Select Order Sub Type as Disconnect 2 Click Disconnect An order with Order Type as Disconnect is created The Orders Detail View appears Note The Order Type and Order Sub Type field is Disconnect Every field is non editable for a disconnection order except for the Customer Requested Date field because it indicates the date from which the service can be disconnected An activity for CSRRTN is created for approval or rejection of the order Click Orders Activities View to see the activity 3 Change the Customer Requested Date field if required 4 Click Validate A message Validations are successful appears Note The Submit button becomes active An alert There is a non closed activity appears as long as the Status field of the activity in the Activities view is Open User CSRRTN 5 Login as CSRRTN user The CSRRTN Home View appears Note Under the Activ
176. ult Code e Fault Description e Fault Category e Fault Sub Category e Clearance Code 5 Click Submit Based on the details entered the complaint is submitted to either Clarity or AOTR 7 2 Closing the Complaint Technical Billing Prerequisites to proceed A complaint is already raised on an existing asset A complaint can be closed by the CSR FTO AOTR based on the complaint type and sub type In case of technical complaint after submitting the complaint it is assigned to ITO Once ITO resolves the complaint in Clarity system response is received in CRM system and it is assigned to FTO In case of Billing complaint on submission of complaint it is assigned to AOTR Once AOTR resolves the status of complaint changes to Closed In some cases CSR can find the existing solution from FAQ and close the complaint The following sections describe the procedure in detail Either CSR FTO AOTR will close the docket 7 2 1 Closing the Complaint by CSR 6 Click Complaints The Complaints View appears 7 Click New A new complaint is created Note If the CSR clicks on the Close Docket button without adding the predefined solution a message Please add solution before closing docket appears Click OK Create a new solution to the complaint 8 Click Trouble Tickets The Trouble Tickets Home View appears 9 Click Complaints link The Complaints Detail View appears 10 Click Solutions view tab The Complaints Solutions View ap
177. ummary View appears Information should be provided in the following view tabs e Addresses e Contacts e Billing Accounts 6 Click Addresses view tab The Customer Accounts Addresses View appears Click New A new record is created and is highlighted in yellow 8 Enter the information in all the mandatory fields Billing Address Billing Correspondence Address and Installation Address 9 Click Contacts view tab located next to the Accounts Summary view tab The Customer Accounts Contacts View appears 10 Click New A blank record is created and is highlighted in yellow 11 Enter the information in all the mandatory fields Surname Name Preferred Communication Method and Preferred Communication Language 12 13 15 16 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 Note Look for Billing Account tab if not present then click the down arrow located next to Demographics A dropdown list appears Click Billing Accounts The Customer Accounts Billing Accounts View appears Click New A blank record is created and is highlighted in yellow Note The Billing Account Number Status fields and other fields are auto populated Enter the information in the mandatory fields Billing Account Type Billing Account Sub Type Frequency Preferred Language Name Bill Period Billing Address and Billing Corresponding Address Click Save or Ctrl S to save the record
178. up is reserved Note The DIDs that are created appear in the Extension Numbers applet and the Status as Reserved 4 Click Accessory Check The Sub Status value changes from Pending to Accessory Check Done 5 Click Submit Order The order is submitted to the downstream systems Note i The Status field displays Submission in Progress and the Sub Status displays Validation Successtul ii The Status field value becomes In Progress Once the order is completed that is after the facility is provisioned for the customer the Status becomes Completed Once the order is Completed the view becomes completely non editable 6 Click Milestones view tab The Orders Milestones View appears Note The Type field indicates the downstream system with which the order is pending The Status field provies the status of the order in that respective system For example if the Status field in this view displays Completed the Status field in the upper applet displays Completed indicating that the order is completed 7 Click ISDN Group tab The ISDN Group View appears The status of the newly reserved numbers DIDs changes from Reserved to Active with Active Date populated 6 2 6 Deletion of DIDs for ISDN Note DIDs can be deleted only on ISDN PRI To change the count of DIDs the customer should have an existing ISDN PRI facility 1 2 Follow Step 1 to Step 8 in the Facility Provisioning for ISDN Click ISDN Group tab The Orders
179. us Closed e Close Date lt Current System Date gt 8 Business Scenarios Broadband Broadband refers to the high speed data transmission in which a single cable can carry over multiple channels over a single communication medium The most common types of Internet Broadband connections are cable and DSL modems It is also always on Internet connection that provides high speed access and downloads for a flat rate monthly charge 8 1 New Broadband Connection Prerequisites to proceed e User should login into the CRM application e User should have prior knowledge about the New Broadband connection e User should be assigned the role of CSR in the profile 8 1 1 Creating a New Broadband Connection Users CSR To create a new Broadband connection details of the customer should be entered in a particular order Customer Accounts gt Contacts Billing Accounts gt Orders 1 Click Customer Accounts The Customer Accounts Home View appears 2 Click Customer Accounts List link The Customer Accounts List View appears 3 Click New A blank record is created and is highlighted in yellow Note Customer Id and Status are auto populated 4 Enter the mandatory fields Account Name in the format of Surname First Name and Account Type Note i To refresh or delete the record you just entered press Esc button ii Once the Account Name is entered it becomes a hyperlink 5 Click Account Name The Customer Accounts Accounts S
180. uto populated Click the down arrow located next to Accounts Summary A dropdown list appears Click Billing Accounts view tab The Customer Accounts Billing Accounts View appears Click New in the lower applet A blank record is created and is highlighted in yellow Note Billing Account Number Status and other fields are auto populated Enter the information in the mandatory fields Billing Account Type Billing Account Sub Type Frequency Preferred Language Name Bill Period Billing Address and Billing Corresponding Address Click Ctrl S The record is saved Click Orders screen The Orders Home View appears Click Orders List link The Orders List View appears OR Click Orders view tab in the Customer Accounts screen The Orders Detail View appears Click New in the lower applet A blank record is created and is highlighted in yellow Note Order Number Order Type and Order Sub Type and other fields are auto populated Enter the information in the mandatory fields Billing Account Address Connection Type as Permanent and Usage Code Select the Service Line as Basic Phone Service Service as Wire line Service Type as ISDN Service Sub Type as ISDN BRI or ISDN PRI Click Centrex ISDN Group Id The Centrex ISDN Group Number pick applet appears Select the new ISDN Group Number Note Depending on the Service Sub Type selected ISDN Group List is filtered and displayed Click Order Number The Orders
181. ve 10 Click Submit Order Once the order is completed the view becomes completely non editable If successful the Sub Status becomes Submission In Progress and In Progress if submitted to the downstream systems A Annexure The list of roles and responsibilities for CDR are provided in the excel sheet given below CDR_ROLES xls
182. view tab The Customer Accounts Account Summary View appears Click Modify The Product Configuration screen appears Click Plans tab Select the previous plan or a new plan by clicking in the radio button located next to the plan The corresponding plan is selected 1 10Disconnection due to Shift To disconnect a permanent landline connection due to shift aoe Oo Nes Click Customer Accounts screen The Customer Accounts Home View appears Click Customer Accounts List link The Customer Accounts List View appears Click Accounts Summary view tab The Customer Accounts Accounts Summary view appears Click Addresses view tab The Customer Accounts Addresses View appears Provide the Installation Address that is provide the new address where the connection has to be shifted Click Shift tab Two orders are created e Disconnect Order e Reconnect Order Click Shift The Disconnect Order screen appears Click Parent Orders tab The Disconnect Order screen appears Note i For Disconnection due to Shift Order Type is Shift and Order Sub Type is Disconnect ii For Reconnection due to Shift Order Type is Shift and Order Sub Type should be selected from the dropdown list 1 11Facility Provisioning for Landline S Oe 00 ot OO es 00 Click Customer Accounts screen The Customer Accounts Home View appears Enter any or all of the values in the Search fields Click Go The Customer Accounts Acc
183. view tabs in the Detail View e Addresses e Contacts e Billing Accounts 6 Click Addresses The Customer Accounts Addresses view appears 7 Click New in the lower applet A blank record is created and is highlighted in yellow By default the Address Type is selected as Installation Address Enter the information in the mandatory fields Note vi Enter the address details of the customer in the lower half of the screen vii Select the appropriate Address Type from the dropdown list In the House No Flat No field click the Pick Applet to select or browse the existing address or to provide a new address Follow Step 7 to create the Billing Address Billing Corresponding Address which are mandatory viii Depending on the Main Locality and the Sub Locality provided the Exchange Name and the PIN fields are auto populated 8 Click Contacts view tab located next to the Accounts Summary view tab The Customer Accounts Contacts View appears 9 Click New A new record is created and is highlighted in yellow Enter the information in all the mandatory fields Surname Name Preferred Communication Method and Preferred Communication Language 10 Click Ctrl S The record is saved 11 Click the dropdown button located next to Payments view tab on the right side of the screen From the menu select Billing Accounts The Customer Accounts Billing Accounts View appears 12 Click New A new record is created and
184. w appears The details of the current order being created appear 6 Follow Step 10 to Step 18 in the Facility Provisioning for Landline Note The INCOMING CALL BARRING facility can also be deselected the same way as given above 1 30Category Change Process Landline In this scenario a free phone connection can be convered to a normal phone or vice versa Prerequisites to proceed The Service Category field for the existing landline service should indicate Free Users CSR To change the category for a service Click Customer Accounts screen The Customer Accounts Home View appears Enter any or all of the values in the Search fields Click Go The Customer Accounts Account Summary View appears Select Order Sub Type field as Free to Normal ON te 00 Da Click Modify An order with Order Type as Modify is created The product configuration screen appears 6 Click Done The Orders Detail View appears The details of the current order being created appear Note The Service Category field is editable 7 Select Service Category as either OYT GEN or NONOYT GEN values Note If FREE is selected an error Service Category is Invalid appears 8 Delete nullify the Main Phone Number field under the Orders Line Items Note When you click the Validate button if the Phone number is not deleted an alert appears 9 Follow Step 10 to Step 18 in the Facility Provisioning for Landline 1 31Change in Number Land Li
185. y default Local is selected Click Facilities tab to select requested facilities Click Accessories tab to select requested accessories of the choices provided By default LL NON CLI PHONE is selected Click Deposit Schemes Installation Schemes and Rental Schemes to select customer s choice By default none is selected Here only one option needs to be selected Click Done to accept all the information provided The Orders Line Items View with the selected products appears Click Available Numbers A list with all the available numbers for that particular exchange and service type appears Select a number from the list Depending on the availability the list is populated Click OK The number is selected Click Reserve Number The Service Id Ph number is selected Click Accessory Check The feasibility of the accessories selected is verified Note After the Accessory Check is successful Validate button is enabled Click Validate The mandatory details entered are verified Note If any information is missing an alert is displayed with an appropriate message For example If HUNTING facility is not selected an alert Please select HUNTING Facility appears Fill in the relevant details Click Orders List link The Orders List View appears Click Order Number The Orders Detail View appears Click Validate If the information provided is complete and correct the order is validated successfully A me
186. your premises For creating a New Centrex Connection an order has to be created Once the order is created the processing of the order is controlled by exchanging messages between the downstream systems that is Clarity and the Billing System Depending on the request received from CRM the Clarity System controls the required configurations either manually or automatically and sends the feedback to CRM in the form of controlled messages Once the order is provisioned CRM System automatically creates an Asset against that particular order In other words an Asset is created for every provision order completed Prerequisites to proceed e User should login into the CRM application e User should have prior knowledge about the New Centrex Connection e User should be assigned the role of CSR in the profile 4 1 New Centrex Connection User CSR To create new Centrex Connection details of the customer should be entered in a specific order Contacts gt Customer Accounts gt Billing Accounts gt Orders 1 Click Customer Accounts The Customer Accounts Home View appears 2 Click Customer Accounts List link The Customer Accounts List View appears 3 Click New A blank record is created and is highlighted in yellow Note Customer Id and Status with a value as Prospect is auto populated 4 Enter the mandatory fields Account Name Surname First Name and Account Type Note i To refresh or delete the record you just entered press Esc

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