Standard Operating Procedure

New Telephone Connection (v 2.0)

SOP-NTC2-0

NAME

DESIGNATION

AUTHORED

SM BUSINESS PROCESSES &CM

BY

EVP COSUMER SERVICES

AASIF INAM
ZAKIR

DATE

BY

HATIM KHAN

REVIEWED

SIGNATURE

HUSSAIN

SATTI

GM REVENUE ACCOUNTS

APPROVED BY
MUHAMMAD NEHMATULLAH

SEVP FINANCE

NAVEED SAEED

SEVP COMMERCIAL

Table of contents
Objectives...4
Scope...4
SOP..4
Format.....4
Scenarios.4
Roles and Responsibilities...4
Service Provisioning Scenarios...4
Scenario 1...5
Scenario 2...5
Scenario 3...6
Scenario 4...7
Turn Around Times..8
Payment Options...8
Bank Transfer.9
Accounting.9
Checking against defaulters9
Verification by contact centre..9
Reconciliations...9
Process Guidelines for Operations ...11
Process Guidelines for OSS13
Process Guidelines for Contact Centre17
Help and support18

Objective

The objective of this SOP is to describe the processes, guidelines and procedure for New
Telephone Connection (NTC) installation. It is aimed at balancing financial controls,
operational efficiency and customer care. It is also revised to ensure that responsibilities
are clearly defined for all involved in the provisioning process i.e. operations, OSS,
Contact Centre, Revenue

Scope

The SOP covers all steps involved during the NTC provisioning process i.e. from order
placement to final line installation and archival. Its scope covers both new connection
and new connection for shift (shifting from one exchange to another). The SOP does
not cover shifting in same exchange, reactivation or any other similar service.

SOP format

The SOP is first described in brief by illustrating 4 services provisioning scenarios, Turn
around times, accounting etc. Detailed process descriptions for Operations, OSS and
Contact Centre are narrated later

Roles and Responsibilities

Role
Operations
One Stop Shop (OSS)*
Contact Centre
Revenue

Task
Conduct Feasibility, Install Line, weekly monthly reconciliations
Order Entry, verify documents, Issue Demand Note, Collect Cash,
Refund initiation, weekly/monthly reconciliations
Order Entry, Validate order, Communicate feasibility status, Confirm
physical installation
Weekly monthly reconciliations, Issuance of refund cheques

* These tasks will be carried out by operations ONLY IF no OSS exists in the immediate surrounding of an
exchange.

Service Provisioning Scenarios:

There are four service provisioning scenarios.

1
2

Scenario
Customer places order via phone and pays at OSS
Customer places order via phone and pays at exchange (No OSS
available)

No of Visits
1
1

No of calls
4
4

3
4

Customer places order at OSS and pays at OSS at order entry step
(Refund policy)
Customer places order at OSS and prefers to pay after feasibility

1 or (2 in case of
refund)
2

2
3

Scenario 1: Customer places order via phone and pays at OSS

In this scenario, order is placed at the contact centre and customer is requested to pay
after positive feasibility. Demand note issuance is part of the collect payment process
which is executed by the OSS.

Scenario 2: Customer places order via phone and pays at exchange (only if
OSS is not available next to the exchange)
Process in this scenario will be the same as scenario 1 (above). However all the
processes executed by OSS in scenario 1 will be executed by designated person
appointed for the concerned exchange. The person would be responsible for demand
note issuance, cash collection, refund processing and order entry.

Scenario 3: Customer places order at OSS and pays upfront at the time of
order entry
In order to facilitate the customer, it has been decided to give the option of paying
upfront at the time of order entry. This will save the customer from the hassle of multiple
visits. Thus a customer pays upfront prior to feasibility of the order. If the order is not
feasible, the customer will be refunded the upfront charges less Rs. 50 processing fee.
Refund can only be given if the order is deemed not-feasible. There is no refund in any
other case.

*Only refund process will be initiated by OSS. Actual refund will be made by DDO through mailing a
cheque to the customer

Scenario 4: Customer places order at OSS and prefers to pay after feasibility
In this scenario customer can prefer to pay upfront charges after feasibility is confirmed.
Although this will make the customer visit the OSS twice, he/she will pay only once the
order is feasible. There are no processing charges in this case. In case there is no OSS
available with the exchange, OSS processes will be executed by designated person
appointed for the concerned exchange.

Turn Around Times

The KPI for installation of a new connection from order entry to archival remains 7 days.
Time taken by customer to make upfront payment will be excluded from the total time
taken. In case customer pays in form of cheque time taken for clearance of cheque will
also be excluded from the total time taken.
Phone-in Customer
Contact
CSR
Contact
Centre
Centre

OSS

CMS
CMS
Auto
Operator Operator (switching
Staff)

MDF
Tech

CSR

Order
Entry
20 mins

Feasibility Validate/ Collect* OSP

Number
Request payment Assign Assign
payment
1 day
1 day
1 day
20 mins 10 mins
min

Switch
Construct

MDF
External
Construct Construct

0.5 day

0.5 day

1 day

Assuming that the customer pays in 1 day. Time taken by customer to pay will not be part of the KPI

Walk-in Customer
OSS
CSR
Contact
Centre
Order
Entry
20 mins

OSS

CMS
CMS
Auto
Operator Operator (switching
Staff)
Validate/ Feasibility Inform
OSP
Number Switch
collect
Feasibility Assign Assign
Construct
payment
status

MDF
Tech

20 mins 1 day

0.5 day

1 day

20 mins 10 mins

0.5 day

CSR

MDF
External
Construct Construct
1 day

Payment Options
Customers shall have the option to make the D/N payment at OSS and banks through
cash and cheque.
a. At Bank: The customer shall provide a paid copy of D/N to OSS in-charge / SRO as
payment evidence.
b. At OSS: The OSS centre shall convey the payment details to the concerned SRO /
BM.
Selection of payment mode will be done as mentioned in annex 1. The bank / OSS shall
provide the information of D/N collections on daily basis and consolidated on monthly
basis to the relevant SRO, BM, SM (Treasury) and SM (Revenue and Control) at PTCL Head
Quarters. The bank shall provide a monthly bank statement to SRO, SM (T) and SM
(Revenue & Control) in the first week of the following month.

BANK TRANSFER
i. Designated bank/s shall collect upfront charges against D/N as per agreement with
PTCL.
ii. OSS/Designated personnel (in case of no OSS) shall collect D/N Charges, in form of
cash and cheque, and the amount shall be deposited in a SEPARATE BANK
ACCOUNT.

The bank shall transfer the funds into PTCL specified main collection account and the
information be communicated to SRO /SM (R&C), and SM (T).

Accounting
The Senior Revenue Officer shall:
a. Confirm the payment received at bank/s for reconciliation.
b. Convey complete payment details to the SM (Revenue & Control) for
booking of entries in the PTCL accounts.
c. The SM (Treasury) shall get the information from bank/s for cash
management.

Check against defaulters

i.
ii.
iii.

After payment of demand note is verified, CMC shall undertake verification of

NTC against defaulters ledger for possible default at the back end. Mean while
NTC installation process will continue.
In case any NTC is matched with defaulter's ledger, his ISD facility shall be
immediately downgraded and seven days time shall be allowed to clear default.
In case such person fails to clear the outstanding dues his telephone connection
shall be immediately disconnected. Moreover, in such cases strict action shall
also be taken against CSC representative who did not properly check default
history of the customer.

Verification by contact centre

The Contact Centre shall undertake verification of NTC by calling these numbers as a
part of quality assurance campaign. In case of non responding numbers they shall again
make a call on next day and in case these are again found not responding they shall
report these numbers to Manager Revenue.

Reconciliations
i.

Senior Revenue Officer shall be responsible to:

a. Carry out a weekly reconciliation (on every Monday for NTC installed during last
week) of NTC installed and Collections made at OSS/Bank. Any short fall/variation
shall be responsibility of OSS in-charge or BM concerned (if OSS not available).
Same shall be reconciled within three days, or shall be recovered from BM/ABM/OSS
In-charge. In case BM/ABM/OSS in charge failed to deposit amount, regardless of
any other action to be taken by the management, the amount due should be
recovered through payroll.
b. Check billing register for NTC with Zero usage. Zero usage numbers shall be
matched with numbers reported as not responding and these numbers shall be
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marked as possible fake connections. In case no payment is received, these

numbers should be disconnected and revenue, if any recorded, should be reversed.
c. Closely monitor the high consumption report on daily basis. The credit limits
shall be automated in B&CC, so that any high consumption case could
automatically one way TOSSED on its appearance in the exception report.
ii. Business Manager (SE Operations) shall be responsible for :
Monthly reconciliation will be held of working connections appearing in billing register
with a list of working connections as per switch. The reconciliation statement (identifying
telephone number wise detail of numbers available in Bill register but not in Switch and
vice versa along-with name & designation of officer responsible to clear each difference)
shall be signed by the Business Manager (SE Operations), Manager Revenue and SE
Switching concerned, not later than 20th day after the end of month to which it relates.
The necessary action on un-reconciled items (profile entry, closure of unauthorized
numbers etc) shall be taken up by the concerned person within 15 days of its
identification. In case any of such case/s (U1 or un-reconciled difference) remained
unresolved for more than one month, a strict disciplinary action shall be taken against
the concerned officer responsible to clear this account.
iii. The Revenue Assurance shall
Test check on periodic basis that reconciliation is being regularly done and reconciling
items are being timely cleared.

Process guidelines for operations

Following are detailed guidelines for operations for provisioning of new telephone
connection. The BnCC operator will play a central role in coordinating provisioning efforts
between field staff, OSS and other internal staff. Operations will be responsible for
initiating the following two processes
2.1) Conduct Feasibility
2.2) Install Line

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Conduct Feasibility
This process will be initiated once an order lands in the cable distribution step of BnCC
and concluded when a feasibility report is checked and order is processed from this step
in the system.
2.1.1 Cable Distribution
This is the first landing point of orders in the exchange. BnCC operator must
communicate orders in this step to the concerned ABM/CSR for
feasibility. No order can move on from this step until a feasibility
report is submitted which is duly signed by the CSR.
2.1.2 Feasibility Report
Feasibility will be conducted by the CSR within 24hrs.
While conducting feasibility, if the CSR deems the
premises or applicant to be defaulter, it will be reported
to the concerned ABM/BM. CSR will however continue
feasibility and report status via a feasibility report.
Feasibility must be in the form of a physical survey (and
not theoretical). It should include Cabinet, DP and
applicant premises survey for drop wire length and
route.
Every feasibility report must contain DC/DP numbers,
Tag Pin number and length of drop wire. If number is not
feasible, reason for this must be noted. All feasibility
reports must be duly signed by CSR and handed over to
BnCC operator/Authorized person who will update the
system with the status of the feasibility.
2.1.3 Cable Result Confirmation
BnCC operator must immediately confirm order
distribution in the system if it is feasible or click
unfeasible if not. The order will now pass to customer
contact and reply step which will be processed by the
contact centre.
2.1.4 Dealing with Extra Drop Wire Charges
Extra drop wire charges will be mentioned on the feasibility
report. These will not be included on the demand note but will be
included in the first month bill by the BnCC operator.

2.2 Install Line

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A connection cannot be installed unless upfront charges have been paid for it (except for
government connections). Once payment has been made order will appear in the OSP
assignment step.
2.2.1 OSP Assignment
Pair numbers are assigned at this step. There is no change in this step
2.2.2 Number Assignment
Telephone number is assigned to the applicant at this step. There is no change in this
step
2.2.3 Switch Construction
The assigned number in the previous step is created in the switch. There is no change in
this step.
2.2.4 MDF Construction
Jumper between the Switch and OSP is performed at this step. There is no change at this
step.
2.2.5 External Construction
Physical access is provided till the applicants premises typically with the help of a drop
wire. The CSR must ensure that the last point of the drop wire is a rossette / other device
to which a subscriber can easily attach a phone. There is no other change at this step.
2.2.6 Archive:
Number is archived for billing at this step. Extra drop-wire charges will be applied in the
following step after archival. Archival can only be processed once a signed job
completion certificate is received by the BnCC operator. BnCC operator will be
responsible for numbers archived without Job Completion Certificates (JCC)
2.2.7 Add Other Charges
All extra drop wire charges will be collected through first month bill and not through
demand note. Drop wire charges will clearly be mentioned on the feasibility report. Apply
service of add other charges from main service centre page. Select mode of payment
as first month bill and input drop wire charges as on feasibility report.
2.2.7 Job Completion Certificate: JCC is a mandatory part of the provisioning process
and must be provided for every new connection installed as per format previously
provided.

Process guidelines for one stop shop (oss)

Following are the guidelines for OSS while provisioning new telephone connection.
OSS will deal with

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3.1
3.2
3.3
3.4
3.5
3.6
3.7

Order Taking
Demand Note Issuance for pre-feasibility
orders
Payment Collection for pre-feasibility orders
Refund Initiation (for pre-feasibility
collections)
Demand note issuance for post-feasibility
orders
Payment collect for post-feasibility orders
Monthly/weekly reconciliations

3.1 Order Taking

Order taking will involve the following steps
3.1.1 Verify Documents
Verification will be done by OSS or Exchange (if no
OSS) exists. The following document will be required
a) Copy of CNIC or valid passport (for foreign
nationals) or NTN (for corporate customers)
b) In case applicant is a call centre, copy of
Incorporation Certificate and Memorandum and
Articles of Association shall also be submitted.
c) Declaration that he or his family member (spouse,
children and parents) are not previous defaulter of
PTCL.
OSS representative shall verify that:
a) Copy of CNIC attached is matching with original
document (which will be seen by person receiving
application).
b)
In case of passport, the applicant is above the
age of 18 years and the passport is valid.
3.1.2 Enter Order
Order will be entered in BnCC as per policy.
Exchanges where OSS exists, order will only be
entered by the OSS. OSS representative should
i)
Fill order form and ensure all data is
correct
ii)
Ensure correct CNIC is entered on the
form
iii)
Ensure mobile number of customer is
entered on the form
iv)
Ensure order is completed and submitted in the system
v)
If the applicant is paying in advance, paid in advance must be entered in the
comment field
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3.1.3 Communicate Policy

It is the responsibility of the OSS representative to communicate a clear process and
policy to the customer while an order will be placed. The following should be
communicated
a) Brief process: Feasibility, Upfront Payment, Pay now or after feasibility, Installation
Time, Refund policy.
b) Payment Option: A walk-in customer can either pay upfront charges at order entry
step or after feasibility.
i) Pay at order entry step: If a customer wants to avoid the hassle of coming
again to the OSS, he/she can pay at the order entry step. The customer
however must be clearly told that installation is subject to feasibility and if
the order is not feasible, the refund policy will be applied as explained in
section 3.4. The customer must also be informed that extra drop wire
charges might appear in the first month bill if extra drop wire is used.
ii) Pay after feasibility: If a customer wants to pay upfront charges only when
he/she is sure that the order is feasible, then charges can be paid after
feasibility. It however must be made clear to the customer that they have to
visit the OSS again for payment of the charges and extra drop wire charges
will appear on first month bill
c) If an order is not feasible, the customer will be contacted to collect refund in the
form of a cheque

3.2

Issue demand note for pre-feasibility orders

Customers can pay upfront at the time of order entry prior to feasibility (to avoid
multiple visits). In this case the customer must clearly be briefed about the policy as in
section 3.1.3 Order. Demand note will be issued and signed by OSS in charge after order
entry. Order ID must be correctly and clearly mentioned on the demand note. Must also
write Provisional: subject to positive feasibility. Customer must be told that extra dropwire charges if any are will be ascertained after feasibility and paid on first month bill.
3.2.1 Dealing with pre-feasibility paid Demand notes
The demand note must be placed in the Advance demand note file after customer
pays for it.
Demand note remains in this file until the order appears in the charge step. At this time
the charge step will be performed in the system. If feasibility report is negative, the
demand note along with feasibility report (received from operations) will be moved to
the Refund demand note file. It will be kept in this file until the customer comes for a
refund claim.

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3.3 Payment Collection for pre-feasibility orders

OSS representative will collect cash and issue receipt against demand note. Demand
note will be stored in the Advance paid Demand Note file until order appears in charge
step.

3.4 Refund (Only for advance paid demand notes at OSS)

Refund policy applies only to unfeasible orders for which upfront charges were paid in
advance at OSS. Once an order is unfeasible, contact centre will notify the customer
about refund of his/her upfront paid amount. A processing fee of Rs. 50 will apply to all
refunds.
Customer must produce original receipt or paid copy of the demand note at OSS from
where the receipt was issued. OSS should inform the customer that a cheque will be
delivered on the home address within 15 days. OSS in-charge will mail necessary
documents mentioned below to regional DDO who will verify the documents and dispatch
the cheque.
OSS will perform the following
a) Ensure that the order is unfeasible by checking order status in BnCC. If status is
waiting then order is unfeasible.
b) Mail the following to the DDO
a) Original receipt
b) Paid demand note
c) Complete name/address/contact number of customer
d) Duly signed written statement that the customer has claimed refund
OSS should also maintain a copy of the above documents for record.

3.5 Executing Charge Step

Whenever feasibility is completed, positive
feasibility order will appear in the charge step.
OSS will check if a demand note has already been
paid for this feasibility report. This will be checked
in the advance paid demand note file. If
demand note has been paid then OSS will process
the order through this step. If feasibility is
negative and demand note is paid it will be stored
in the refund demand note file. If no demand note
exists for the feasibility report, a demand note will
be issued and kept in the unpaid demand note
file until the demand note is paid for by the
customer. Charge step will not be executed
until customer pays. OSS will have the option of
collecting payment related to any exchange of the

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region. Thus charge step can be executed for customers paying for any exchange in the
region.

3.6 Payment collection for post feasibility orders

When an order appears in the charge step, a
demand note will be issued by OSS in-charge and kept
in the unpaid demand note file. Whenever a customer
comes to pay for a feasible order, respective demand
note will be retrieved from the unpaid demand note
file. OSS will collect cash and stamp demand note.
After this the Charge step will be executed in the
system.
Please note: Refund is not possible for a feasible order.

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Process guidelines for contact centre

Detailed guidelines for contact centre are given below. Contact centre will deal with
4.1 Order entry for phone in customers
4.2 Validation of phone-in customers
4.3 Inform feasibility status & Request Payment
4.4 Confirm Installation

4.1 Order Entry

Order entry in the system will be carried out in the same way as previously practiced.
However care must be taken in communicating the right information to the customer in
relation to the new upfront payment policy. This includes
a) Communicating that upfront charges will be payable
b) Communicating the amount of upfront charges
c) Communicating that extra drop wire charges may be applicable and will appear in
the first month bill.
d) Communicating the general steps of phone installation i.e. order entry, feasibility,
upfront payment, installation, greeting call.
e) Communicating that if feasible, phone will be installed in 7 days
f) Communicating that customer will be contacted if phone is not feasible

4.2 Order Validation

There is no change in this step and will be executed as per contact centre practices.

4.3 Inform Feasibility Status

Here the order will appear in customer contact and reply step. This step can only be
executed by the contact centre. For all orders in this step, customers will be contacted.
If the order is not feasible, customer will be informed with regret. If the order is feasible,
customer will be requested to make payment at the OSS or exchange (if no OSS exists).
Payment can also be made at banks; however this is not encouraged especially in cases
where OSS exists. Payment should be made no later than 15 days.
4.3.1

What if customer has paid in advance at order entry step prior to

feasibility?
It is possible that the customer might have paid at the order entry step prior to feasibility
at an OSS. In this case simply inform the customer that the phone line will be installed
soon. To check this,
i)
click on expanded info of the order
ii)
click authorized person information
iii)
Check comment field. It should state paid in advance

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If customer has paid in advance and order is not feasible, customer will be dispatched a
cheque by the DDO in compliance with the refund policy. Refund process is initiated by
OSS and executed by the DDO.

4.4 Confirm Installation

This process will be performed as per previous practice. Customer will be made a
greeting call post archival.

Help and Support

The purpose of this SOP is to make life easier for both customers and employees. We
aim to continuously improve the process and policy of new telephone connection
provisioning which can only come from the end users of the process. Thus feedback and
suggestions are strongly encouraged.
Please address all communication to
process.support@ptcl.net.pk

5. Annexure 1:
[Select Counter Here to collect on counter], In case of cheque, Cheque Number could be
entered in payment no Field.

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