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CDR Training Handout

CDR Training Handout

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06/28/2012

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CRM Training Handout

Billing and other systems.SAP CRM External Interfaces SAP CRM interacts with the following External Interfaces: • • • • PMS EAI IRB Billing Clarity PMS Payment Management System (PMS) is a gateway used for generating a Demand Note Call Detail Record (CDR) Payments interfacing with the CRM and Billing Application. Accessory Provision. Custome rs SAP CRM PMS EAI Clarit y Billing Accoun ts Figure: Basic System Architecture . Clarity. Number availability and so on. It plays an important role in data transfer between any of these systems. settlements and tariffs. if present. It is also used for point-topoint integration with the CRM Application for scenarios like Number Availability. The Billing related operational activities take place in IRB. We are using Oracle Fusion as a product for Integrating. Also the Work Orders generated in CRM flows on to the Clarity system via EAI for different provisioning activities to be performed. IRB Billing IRB Billing is billing software which is used for integration with legacy telecom operation systems and understanding the billing elements like CDRs. EAI Enterprise Application Interface (EAI) is a middleware that acts as an intermediate system for CRM. Clarity Clarity is a provisioning application and used for maintaining inventory details.

Enter First Name. Sub Locality from dropdown list. please provide valid Telephone Number If Communication method Mobile is selected. (Contact Account ID is auto generated) 4) Click on New over Addresses block. Customer Contact Creation 1) HomepageèAccount ManagementèIndividual Account (Create) 2) A new view appears. Tip • • • • 11) Tip Use Use Use Use symbol to expand dropdown list symbol to insert a new row symbol to select a row symbol to delete a row Select Communication method as Post (letter) If Communication method Email is selected. 5) Address screen appears. 3) Press Enter on Last Name. Main Locality. Select state code. (State Name is auto populated) 9) Select District. Installation & Billing by adding new rows as required. 7) A pop up appears. 8) Press Enter on state code. 6) Click on square symbol next to State. please provide valid Mobile Number If Communication method Fax is selected. Enter value of all mandatory fields.I. please provide valid Email Address If Communication method Telephone is selected. please provide valid Fax Number . (Exchange data gets auto populated) 10) In Address Types block. select address type as Correspondence. Last Name.

Create Customer Account (CA) 1) Search Customer Contact 2) Click on Create Customer Account link over Account Details block. 5) Click Save button to save the Customer Account details. Create Billing Account (BA) 6) Click Create Billing Account link. 4) Tick Form 60/61 Provided . Tip If the link doesn’t appear.12) 13) Click symbol (Next) at the top. Click on Account Name link (in Blue color). III. Click on Tip When different addresses need to be provided for Communication. click on Edit. Enter Account ID 3) Click on Search button 4) A new record with account details appear. IV. Installation & Billing Address Types. 3) Fill the relevant details. . button to open the Address view multiple times and select II. Search Contact 1) Home Page èAccount Management è Accounts (Search) 2) Enter search criteria. Click on Save. click on New appropriate Address Type each time. Create Billing Account link gets enabled over Account Details block. 7) Select Account Type from dropdown list. to save the customer contact. Contact Screen appears. For example. 8) Select Account Sub Type from dropdown list.

Status of the Sales Order is Open. Click Accessory Avail. 14) All the available Phone Numbers appear in a popup window. The status of the Sales Order changes to Demand Note Generated. Press Enter in any field. . Click Edit List on Products block. otherwise select NO”. Check link. 11) 12) 13) Press Enter on Customer Account ID. 23) Check Demand Note Amount and click on Save. Plan details appear in the Products block. Tip New Relationship is ‘Is Billing Account of’ appears in Relationships block. Click on YES. 19) 20) 21) 22) Click on Submit button at the top of dashboard and close the window. In Order Details block. Once selected. 16) 17) Click on Save at the top of the view. Select the desired Phone Number. select Sales Channel (Walk-In) Click on Save at the top of the view. Click on square symbol under Product ID. Status of Sales order changes to Number Reservation Done. Create New Orders link appears. “Select YES to Block this number. Click on Save at the top of the view.9) Click Save button to save the Billing Account details. V. it appears in Telephone number field. Click on customer account name link to go to Customer Account view from Billing Account view. Click Choose. Click on it to go to Sales Order screen. Create Sales Order /New Telephone Connection(NTC) 10) On Customer Account view. Click on Number Avail. Click Demand Note link. Check link. 15) A dialog box appears. Select the desired Plan by clicking on radio button. 18) Product dashboard view appears. Select the Accessory.

Check link. 3) Press Enter on Customer Account ID. otherwise select NO”. 14) 15) 16) 17) Click on Create Broadband Connection at the top of the page. Status of Sales order changes to Number Reservation Done. Click on Save at the top of the page. VI. Billing Account as already explained. Check link. 9) Click Edit List on Products block. Create New Orders link appears. Once selected. Click Choose. Click on Save at the top of the view. Select Plan Type (Monthly/Annual/Commit) Select Service Type Broadband Order Type  Modify . Status of the Sales Order is Open. select Sales Channel (Walk-In) 5) Select Broadband Required  Yes 6) Click on Save at the top of the view. Click on YES. Click Accessory Avail. Select Service Process for Broadband Order. Select the Accessory. 4) In Order Details block. 12) 13) Press Enter in any field. Click on square symbol under Product ID. NTC with Broadband 1) Create Customer Account. 10) Product dashboard view appears. Click on Number Avail. 11) Click on Submit button at the top of dashboard and close the window. Repeat steps 11 to 23. it appears in Telephone number field. Select the desired Plan by clicking on radio button. A pop-up appears. “Select YES to Block this number. 7) All the available Phone Numbers appear in a popup window. 8) A dialog box appears. Billing Account.Tip Another way to create NTC: Go to HomePageèSales CycleèSales Order (Create) and enter Customer Account. Click on it to go to Sales Order screen. Plan details appear in the Products block. 2) On Customer Account view. Select the desired Phone Number.

4) Click on Asset ID link. Select Accessory/Modem Type (BROADBAND_MODEM_TYPE_1) Select Modem Acquisition (Rented from BSNL) Click Submit located at the top and close the window. Check amount and Save Demand Note. Status will change to AVAILABLE. Tip If Modem Acquisition is Purchased from BSNL. Click on Demand Note. Enter the Email ID as requested by the customer. Now.Order Sub Type Broadband Provision 18) Under Products block. new rows are activated for creating new Email IDs. User ID/Email ID status is OPEN. validate the Receipt Number generated in PMS against Modem purchase. The User ID will automatically change in Emails/Static IP block. Depending upon the plan chosen by the customer. 21) Click on User Id Creation at the top of the page. click on Product ID and select Broadband Plan. Email Id/User Id status changes to AVAILABLE. it that the user id is already assigned to some other user. The plan details appear in dashboard 20) User ID/Email ID for Broadband The User ID is auto-populated. Broadband on existing Landline 1) Homepage Master Data Customer Assets 2) Enter the Telephone Number 3) Click on Search. IBase View appears. 5) Click on Modify button located at the top of the page. Click on Save at the top of the page. Change the User ID located at the top (just below the Broadband Order ID) and press Enter. VII. 22) 23) Note If User ID status is NOT FEASIBLE. Enter the Receipt Number in PMS receipt number field and click on Validate before saving the order. . click User ID creation again. 19) Press Enter in any field.

IX. Account screen appears.Broadband Order ID 3) Click on Search. Search Customer Account/Billing Account 1) HomepageAccount ManagementAccount (Search) 2) Enter Search Criteria. Service order screen appears. X. Search Service Order/Service Request/Broadband Order 1) HomepageService OrdersService Orders/Requests (Search) 2) Enter Search Criteria. HomepageSales CycleDemand notes (Search) Enter Search Criteria. 4) Click on Account ID. iii. For Example – Billing Account ID 3) Click on Search.6) Select Broadband Order from the pop-up 7) Repeat steps 17 to 24 described above in NTC with Broadband. 8) Click on Sales Order ID. XI. Search Sales Order 5) HomepageSales CycleSales Order (Search) 6) Enter Search Criteria. . For Example – Sales Order ID 7) Click on Search. VIII. Sales order screen appears. ii. (Demand Note ID/Phone Number/Order ID) Click on Search. 4) Click on Service Order ID. For Example . Search Demand Note 1) NTC Demand Note i.

iv. Current Active Plan will have status INSTALLED. select Service Type -> Landline Order Type -> Modify Order sub-Type -> Modify 8) Open Product Dashboard from product ID. 2) Broadband Demand Note i. (Demand Note ID/Phone Number/Order ID) Click on Search. ii. 4) Click on Asset ID link. Click on Demand ID link. XIII. Select any new plan. HomepageService OrdersDemand notes (Search) Enter Search Criteria. IBase View appears 5) Click on Modify at the top 6) From the pop window select BSNL Service Order 7) In Service Category block. XII. Landline Bill Plan Change 1) Homepage Master Data Customer Assets 2) Enter the Telephone Number 3) Click on Search. Click on Demand ID link. iii. New plan will have status ADD and current plan status will change to DELETE. 9) Click Submit and close dashboard 10) 11) Click Submit in the main form at the top of the page Click on Save. Facility/Accessory provisioning 1) Homepage Master Data Customer Assets . iv.

Facilities/Accessories with current Plan will have status INSTALLED. 4) Click on Asset ID link. select Service Type -> Landline Order Type -> Modify Order sub-Type -> Modify . IBase View appears 5) Click on Modify at the top 6) From the pop window select BSNL Service Order 7) In Service Category block. Tick the check box for new Facility/Accessory as required. Facility/Accessory deprovisioning 1) Homepage Master Data Customer Assets 2) Enter the Telephone Number 3) Click on Search. select Service Type -> Landline Order Type -> Modify Order sub-Type -> Modify 8) Open Product Dashboard from product ID.2) Enter the Telephone Number 3) Click on Search. 9) Click Submit at Service order screen. IBase View appears 5) Click on Modify at the top 6) From the pop window select BSNL Service Order 7) In Service Category block. XIV. 4) Click on Asset ID link. Click Submit located at the top and close window. 10) Click on Save. New Facility/Accessory will have status ADD.

4) Click on Asset ID link. Click Submit located at the top and close window.8) Open Product Dashboard from product ID. Broadband Bill Plan Change 1) Homepage Master Data Customer Assets 2) Enter the Telephone Number 3) Click on Search. Facilities/Accessories with current Plan will have status INSTALLED. IBase View appears 5) Click on Modify at the top 6) From the pop window select Broadband Order 7) In Service Category block. XVI. Current Active Plan will have status INSTALLED. Shift of Landline 1) Homepage Master DataCustomer Assets . New plan will have status ADD and current plan status will change to DELETE. 10) Click on Save XV. 9) Click Submit and close dashboard 10)Click Submit in the main form at the top of the page 11) Click on Save. Select any new plan. 9) Click Submit at Service order screen. select Service Type -> Broadband Order Type -> Modify Order sub-Type -> Modify 8) Open Product Dashboard from product ID. Delete/remove the tick the check box for Facility/Accessory to be deleted. Removed Facility/Accessory will have status DELETE.

7) Select Transaction type as BSNL Service Order 8) If old exchange code is same as new exchange code. Click on Save. 5) Enter the new installation address in the pop-up window. Order Sub Type  Shift within exchange w/o number change. Do Number Avail Check to choose new number. 9) Enter Nature of Shift. 10) Click on Submit. Click on Edit if Number Avail Check doesn’t get enabled. Main Locality. 6) Click on Save at the top and close the pop-up window. it is a case of Shift within Exchange. Click on Save. Click on Edit if Number Avail Check doesn’t get enabled. Select District. Order Sub Type  Shift across exchange Click on Save. Click on Save. click on Shift button located at the top. Click on Save. it is a case of Shift across Exchange. OR If required. OR If old exchange code is different from new exchange code. . select Order Sub Type Shift within exchange with number change. Do Number Avail Check to choose new number. By default. Click on Save. By default.2) Enter the Telephone Number and click on Search 3) Click on Asset ID 4) On the IBase view. Sub Locality Pin code and exchange code will get auto populated. Do not enter Pin code.

select . 6) Click on Back located at the top right hand corner. 6) From the pop window select BSNL Service Order 7) In Service Category block. Main shift order screen appears. 7) On the main Shift Service Order. Shift of Landline with Broadband 1) Repeat steps 1 to 9 as above. 3) Select Transaction Service Process  Broadband Order 4) Select Service Type Broadband Order Type  Modify Order Sub Type Broadband Reconnection 5) Click on Save to save the Broadband order. 3) Broadband reconnection order XVIII.XVII. Landline Disconnection (Disconnection due to Non-Payment) 1) Homepage Master Data Customer Assets 2) Enter the Telephone Number 3) Click on Search. 2) Click on Create Broadband Connection located at the top of page. Note: Three orders will be created in this case which hit clarity in following order: 1) Landline disconnection order. IBase View appears 5) Click on Disconnect button located at the top of view. 2) Landline reconnection order and finally. click on Submit and finally click on Save. 4) Click on Asset ID link.

Service Type -> Landline Order Type -> Disconnect Order sub-Type -> Disconnect 8) Select Disconnection Reason as Disconnection due to Non Payment. then the connection is disconnected. Broadband Disconnect . 9) Click on Submit. 9) Click on Submit. Landline Disconnection (Voluntary Disconnect) 1) Homepage Master Data Customer Assets 2) Enter the Telephone Number 3) Click on Search. Order status changes to In Process and hits clarity XIX. 10) Click on Save. 4) Click on Asset ID link. 6) From the pop window select BSNL Service Order 7) In Service Category block. The disconnection order is displayed in the Worklist of the Retention team CSR. XX. select Service Type -> Landline Order Type -> Disconnect Order sub-Type -> Disconnect 8) Select Disconnection Reason as Voluntary Disconnect. IBase View appears 5) Click on Disconnect button located at the top of view. 10) Tip The Retention team tries to retain the customer. If it fails. The Status of the Service Order changes to In Process with Retention. Click on Save.

. 4) Enter the Telephone Number in the pop-up window and click Search.Broadband Order 7) In Service Category block. Billing Address Update 1) Homepage Service ordersService Request (Create) 2) Select Transaction Type  BSNL Service Request 3) Click on Asset ID . Order status changes to Assigned to AOTR. 8) Click on Save at the top.1) Homepage Master Data Customer Assets 2) Enter the Telephone Number 3) Click on Search. XXI. select Service Type -> Broadband Order Type -> Modify Order sub-Type -> BB Disconnect 8) Select Disconnection Reason  Voluntary Disconnection 9) Click on Submit. 6) Select Transaction Type. IBase View appears 5) Click on BB Disconnect button located at the top of the page. 4) Click on Asset ID link. Customer Account/Billing Account will be auto-populated 6) Select Request Type  Billing Related Change Type Billing Address Update Change Sub Type Billing Address Update 7) Enter the new billing address in Billing Address Details. Order Status changes to In Process with Retention. Click on Save. 9) Click on Edit. 5) Click on Asset ID found.

5) Click on Execute Decision. Order status is updated accordingly. Select Decision  Approved/Reject. Login as CSRè Go to Complaint èSearch ComplaintèEnter Complaint IDèClick SearchèStatus “Approved” . Login as AOTR è Go to Complaint èSearch ComplaintèEnter Complaint IDèClick SearchèClick Complaint IDèEnter value in fields Amount paid.10) Note the Request Id. and Description Click on Save. XXII. Channel of Source. Login as AOTR 1) Homepage Worklist 2) Click on Service request Id 3) Click on the ‘BSNL Service request/Order Id/’ under Description in Orders block to see order details. 4) Click on back. 1) 2) 3) 4) 5) 6) 7) Billing Complaint Home PageComplaints Complaint (Create) Enter value in field Telephone Number Select Service Type  Landline Complaint Type  Billing Select Complaint Subtype from dropdown Enter values of Contact number. Adjustment Outcome and Adjustment IDèClick Saveè Goto Work listèClick Complaint IDèSelect ApproveèClick Execute Decision. Amount requested. Status changes to Assigned to AOTR.

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