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Design Document Demand Note

Wave-II - PTCL CRM Project Phase-II

Table of Contents
SIGN OFF.................................................................................. 2
DOCUMENT HISTORY.................................................................3
Version History.............................................................................................. 3
Reference Documents....................................................................................4

DEFINITIONS, ACRONYMS, AND ABBREVIATIONS.........................5


Definitions.................................................................................................... 5
Acronyms, and Abbreviations.........................................................................6

LEGEND.................................................................................... 8
SCOPE OF THIS DOCUMENT........................................................9
ASSUMPTIONS AND CONSTRAINTS.............................................9
OVERVIEW..............................................................................10
PAYMENT MODE.......................................................................10
MULTIPLE PRINT......................................................................11
TEMPLATE............................................................................... 11
ORDER CHANNEL.....................................................................12
INTEGRATION:.........................................................................12

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Copyright 2016 All Rights Reserved

Sign off
Signing this document records your agreement to the contents of the document, and confirms that the
remainder of the project can proceed.

Name

PTCL-IBM Confidential

Designation

Date

Copyright 2016 All Rights Reserved

Signature

Document History
Version History
Version
Initial
note

Date

Author (s)

29-April-2015 Jehanzeb

Summary of Changes
Initial Document

V1.0
V1.1
V1.2
V1.3

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Reviewer(s)

Reference Documents
Document Name

Document
Status

Document Description

PTCL
CRM
Customer
Hierarchy v1.0.PDF

Approved

This document describes the Model for Customer


Account Hierarchy which is implemented.

Solution Design Document Siebel Account Management


v1.7.PDF

Approved

This document describes the implementation of


customer account hierarchy in Siebel CRM.

To Be Document - PSTN v5.0

Approved

This document describes


processes for PSTN.

the

TO-BE

design

PSTN TO-BE Process Document


To Be Document Consumer
Broadband v2.0

Approved

This document describes the TO-BE


processes for Consumer Broadband.

design

To Be Document IPTV v3.1

Approved

This document describes


processes for IPTV.

design

Functional
Design
Specification Document for
Inventory
&
Workforce
Management v2.8

Approved

This document describes the Network, Physical,


Logical Inventory as well as workforce design models.

Solution Design Document Order Management Processes


v2.3

Approved

This document describes the order management


processing which is implemented in wave-I.

PTCL Product Model Design


Specifications v1.5

Approved

This document describes the commercial product


catalogue model for commercial product.

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the

TO-BE

Definitions, Acronyms, and Abbreviations


This section provides the definitions of all terms, acronyms, and abbreviations used in this document.

Definitions
Customer

The Customer buys products and services from the enterprise or


receives free offers or services. A customer may be a person or a
business.

Product

Product is what an entity (supplier) offers or provides to another entity


(customer). Product may include service, processed material, software
or hardware or any combination thereof. A product may be tangible
(e.g. goods) or intangible (e.g. concepts) or a combination thereof.
However, a product ALWAYS includes a service component.

Service

Services are developed by a service provider for sale within Products.


The same service may be included in multiple products, Discounted
differently, with different pricing, etc.

Resource

Resources represent physical and non-physical components used to


construct Services. They are drawn from the Application, Computing
and Network domains, and include, for example, Network Elements,
software, IT systems, and technology components.

Process

A PROCESS describes a systematic, sequenced set of functional


activities that deliver a specified result. In other words, a PROCESS is
a sequence of related activities or tasks required to deliver results or
outputs.

Subscriber

The Subscriber is responsible for concluding contracts for the services


subscribed to and for paying for these services.

User

Point of No
Return
Bundle

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The person who is authorized to use the system.

Point of No Return is usually the point where order cannot be modified


and/or cancelled. Here issuance of customer order will be considered
Point of no return.
Offering several products for sale as one combined product

Copyright 2016 All Rights Reserved

Acronyms, and Abbreviations


BSS

Business Support System

CNIC

Computerized National Identity Card

CRM

Customer Relationship Management

CRBT

Caller Ring back Tone

DC

Distribution Cabinet

DOB

Date of Birth

DP

Distribution Point

eTOM

enhanced Telecom Operations Map

HCM

Human Capital Management

ITR

Islamabad Telecom Region

IVR

Interactive Voice Response

KPI

Key Performance Indicator

MDF

Main Distribution Frame

MSAG

Multi-service access gateway

MSAN

Multi-service access Node

NADRA

National Database and Registration Authority

NE

Network Element

NTN

National Tax Number

OLT

Optical Line Terminal

ONU

Optical Network Unit

OSP

Out Side Plant

PCO

Public Call Office

POS

Permanent Out of Service

PSTN

Public Switch Telephony Network

SID

Shared Information & Data Model

SMS

Short Messaging Service

STD

Standard Trunk Dialing

TM Forum

Tele-Management Forum

TOS

Temporary Out of Service

VDSL

Very High Bit Rate Digital Subscriber Line

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VAS

Value ADNed Service

VMS

Voice Messaging Service

FAT

Fiber Access Terminal

AP

Access Point

SFU

Single Family Unit

STB

Set Top Box

CO

Central Office

DN

Demand Note

WFRA

Waiting for Resource Allocation

OTC

One Time charges.

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Legend
Following describes the symbols used in this document.
Name

Symbol

Activity

Description
This is a task. In other words an activity that
cannot be broken into finer units in the
process.

EmbeDNed
process

Sub-

An embeDNed sub-process is an activity that


includes a process within it. The plus sign
indicates that this is a collapsed sub-process.
The minus sign indicates that the sub-process
is expanded.

Linked
process

Sub-

The link indicator in the bottom left of an


activity indicates that this activity is linked to an
outside process. It is best to use the linked
sub-process if it is going to be used in different
processes or multiple times in the same
process.

User Task

A user task is one where a person performs a


key part of the step in a process.

Service Task

A service task is one that uses some type of


automated logic or integration.

Conditional
gateway

This gateway indicates a point in the process


where the flow can take one or more
alternative paths. This is an exclusive decision
where only one path can be chosen during
runtime.

Start Event

The start event symbol is used to mark the


beginning of a process. A process can only
have one start event.

End Event

Marks the ending point of a process. A process


can have multiple end events.

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Scope of this document


This document is based on wave-I design models. However, in case of any change in these models
and/or design will be mentioned in this document. This document will describe the other charges
/miscellaneous charges process only.

Assumptions and Constraints

Integrations are subject to availability and capability of target systems interfaces.

Current network infrastructure must support the TO-BE business process and business rules.

Any change in common requirements, which were written in all previous TO-BE documents, will
be considered for all TO-BE documents.

Existing Product Catalogue and Network inventory structure will be used to incorporate Change
Password Process.

This feature will be under exercise of concern users only

This feature will be available only for New, Modify and Shift orders

End user will use the interface properly.

End user will make sure to enter correct charges or modify properly.

Only numeric values will be allowed to enter in charges field.

DN generation for first month bill is not required

DN template is designed by IBM as DN template was not provided, however minor changes will
be allowed till final testing.

GST 16.5% used for OTC charges. However, would be configurable in system and can easily be
changed from CRM UI.

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Overview
Demand note requires when PTCL ask customer(s) for payment before service activation up to
WFRC step in Maximo. This service can be exercise in CRM payment mode option is Counter, if not
then CRM allows to change payment mode to Counter. Demand note will have basic details of
customer(s) and orders along with all one time charges OTC.
Print option of DN will also be available till WFRC (Waiting for Resource Allocation) step.
In CRM button will be available to print Demand Note. Customer will press the Demand note button,
system will generate DN as per the end user(s) system printer configuration. System will only store
and print the final / last modified information of charges E.g. Installation charges is 1500 but user
modified to 100 mean system will save 100 amount instead of 1500 PKR. The same will be follow
for other OTC if any. Charges can be modified up to WFRC stagebefore submission of orders only, in
later phases only print option will be available to end user(s).
CRM will not share charges with billing if payment type selected Counter. Drop wire / other charges
will be treated through Service Request as a separate process. Other charges has no relation with
DN.

Payment Mode
If demand note required payment, payment mode must be counter.

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Multiple Print
End user will be allow to take print of demand note multiple times. Template of demand note is
available in document.

Template
Demand Note template is as below, fields can be add / remove as per agreement between PTCL and
IBM and subject to availability of information available in CRM.

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Pakistan Telecommunication Company Limited


Demand Note
Customer Information
Credential
Customer Name

Jehanzeb

Nature of Business
Email

Other
Jehanzeb@hotmail.com

Address
Phone /Cell

CNIC173015656183-2
Nelum Road, G-9/4,
Islamabad
3335242777

Order Information
Order Number
Request Type

1-122222222
New / Modify/Shift

Product Address

Nelum Road, G-9/4,


Islamabad
Qadeer chowk Road, G-9/1,
Islamabad
1-23344

Billing Address
Account Number

Product
Connectio
n Type

PSTN,BB
Private 01

Order Date

29-04-2015

CRM User
Exchange

CRM.Live2
F-8

One Time Charges Information


Installation
Charges 1
Installation
Charges-2
Equipment
/Hardware Charges

1500 PKR

2500 PKR

GST @ 16.5 %

660 PKR

Total

41600 PKR

Terms:

Order Channel
System will allow to print Demand Note no matter orders is booked from phone-in, walk-in or Web-In.
Counter option must be selected before the order submission if Demand Note required. Channel can
be changed after submission of order.

Integration:

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CRM will share 0 charges w mean no charge with billing, if counter / demand note option is
selected.

Demand Note confirmation


Demand note confirmation is required after deposit by customer. PTCL team also requested to enter
the charges available on DN and system has to cross check the information. If charges are ok then
system should allow to process the order otherwise prompt with message and stop the orders from
further processing.
MISSING POINTS:

1. Region would like to Enter Demand note up to WFRC step


2. System shall not allow to complete the Order of Demand note till following pre requisites are
complete by end user:
a) End user to click Check box I confirm that DN amount matches with Order Amount
b) Shows Demand Note Amount along with Check Box.

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