System check

1- Query subscription order on BSS:

Go to Sitemap->Integrated Operations (New) -> Order Management, select Order Query menu.
  

2- Query subscription order on OM (Order management system):

Go to Order Query2
You can search on OM system with OM Order ID (From BSS) or service number as below:
All OM order activities should be matching with BSS order activities (activity name, status, start
and end time)
Subscription order activities:

Activity Sub-Activity
WO Request  
DSL Check Combo
DSL Check Combo
Check Port Number
Network Activation
Network Activation Configuration
Allow Assign CPE  
IM Update  
Check SN
Check delivery method
Home Visit
Call back to CRM  

New Subscription Required Papers

: ‫ دي‬SR ‫في حالة سؤال العميل عن األوراق المطلوبة هنعمل الـ‬

SR:FBB Non-Tech Inquiry--General Information--Required papers

Order activity cycle:

1- WO Request:
Work order number requested to proceed in splitting activity.

- In case of any problem appeared during WO request below TTs will be created by system:

BSS view:

- New activity will be added (WO problem)

- Case management info will has created TT info.

OM view:

Order details ->circulation history-> WO request

Problem type will be on (ADSL WO Request Result Msg)

Problems types:
1- Customer problem:

Automatic TT will be crated on BSS with SLA 2 WDs as below defining problem:

Level 1 Level 2 Level 3

Automatic TT - WO
CST Problem - Already Subscribed
FBB Problem
Automatic TT - WO
CST Problem - Delegation required
FBB Problem
Automatic TT - WO
CST Problem - DID or DOD
FBB Problem
Automatic TT - WO
CST Problem - DID or DOD
FBB Problem
Automatic TT - WO
CST Problem - Final Disconnection
FBB Problem
Automatic TT - WO
CST Problem - ISDN
FBB Problem
Automatic TT - WO
CST Problem - Landline bill not paid
FBB Problem
Automatic TT - WO
CST Problem - Office Sales of Service SRs:
FBB Problem
Automatic TT - WO FBB Non Tech follow up--
CST Problem - PBX
FBB Problem Installation Order--
Automatic TT - WO Customer Problem
CST Problem - Subscribed with another provider
FBB Problem informed
Automatic TT - WO CST Problem - Wrong Number
FBB Problem
Automatic TT - WO
Not tested yet
FBB Problem
 2- Line problem:

Automatic TT will be crated on BSS with SLA 15 WDs as below defining problem:

Level 1 Level 2 Level 3

Automatic TT - WO
Line problem - Connection Cable
FBB Problem
Automatic TT - WO
Line problem - Fiber
FBB Problem
Automatic TT - WO
Line problem - No copper
FBB Problem
Automatic TT - WO
Line problem - Pergain
FBB Problem
Automatic TT - WO
Line problem - Wireless
FBB Problem

SRs:

FBB Non-Tech Inquiry--Installation Order--Line problem

3- TE problem:

Automatic TT will be crated on BSS with SLA 7 WDs as below defining problem:

Level 1 Level 2 Level 3

Automatic TT - WO
TE Problem - No Data
FBB Problem
Automatic TT - WO
TE Problem - no data in both system integration
FBB Problem
Automatic TT - WO
TE Problem - No Financial Data
FBB Problem
Automatic TT - WO
TE Problem - No Technical Data
FBB Problem

SRs:

FBB Non Tech follow up--Installation Order--TE Problem Within SLA

FBB Non Tech follow up--Installation Order--TE Problem After SLA

2- DSL Check Combo:

This activity has two sub-activities:

- DSL Check Combo : system checking port number and status
 - Check Port Number : splitting service on port

- In case of any problem appeared during splitting the service below TTs will be created by system:

BSS view:

OM view:

Order details ->circulation history-> DSL Splitting-> Port Splitting

Problem type will be on Close reason.

 Level 1 Level 2 Level 3 SLA
Automatic TT -
Splitting Problem Line problem - Pergain 15 WD
FBB
Automatic TT -
Splitting Problem Line problem - Wireless 15 WD
FBB
Automatic TT -
Splitting Problem Line problem - Connection Cable 15 WD
FBB
Automatic TT -
Splitting Problem Line problem - UNO 15 WD
FBB
Automatic TT -
Splitting Problem Line problem - Fiber 15 WD
FBB
Automatic TT -
Splitting Problem TE Problem - No Data 7 WD
FBB
Automatic TT -
Splitting Problem TE Problem - No Financial Data 7 WD
FBB
Automatic TT -
Splitting Problem TE Problem - No Technical Data 7 WD
FBB
Automatic TT -
Splitting Problem CST Problem - Out of Service 2 WD
FBB
Automatic TT -
Splitting Problem CST Problem - PBX 2 WD
FBB
Automatic TT -
Splitting Problem CST Problem - DID or DOD 2 WD
FBB
Automatic TT -
Splitting Problem CST Problem - ISDN 2 WD
FBB
Automatic TT -
Splitting Problem CST Problem - Landline bill not paid 2 WD
FBB
Automatic TT -
Splitting Problem CST Problem - Subscribed with another provider 2 WD
FBB
Automatic TT -
Splitting Problem CST Problem - Wrong Number 2 WD
FBB
Automatic TT -
Splitting Problem CST Problem - Already Subscribed 2 WD
FBB
Automatic TT -
Splitting Problem Damaged Port 2 WD
FBB
 3- Network Activation:
This activity has one sub-activity:
- Network Activation Configuration : Configure service on system

- In case of any problem appeared during Network Activation below TTs will be created by system:

- BSS View:

OM view:

Order details ->circulation history-> Network Activation -> Network Activation Configuration
 Level 1 Level 2 Level 3 SLA
Automatic TT- Activation
this frame not exist in this pop or used 2 WD
FBB Problem
Automatic TT- Activation
Customer number already exist 2 WD
FBB Problem
Automatic TT- Activation
Port damaged or Fixed 2 WD
FBB Problem
Automatic TT- Activation
Customer no is not validated 2 WD
FBB Problem
Automatic TT- Activation
Unexpected database error occurred 2 WD
FBB Problem
Automatic TT- Activation
Customer not found 2 WD
FBB Problem

4- Allow Assign CPE:

- System checks CPE status.
5- IM Update:
- System continue service configuration.
6- Check SN:
- If customer asked for CPE delivery.
7- Home Visit :
- Home visit dispatch: In case customer asked for installation visit (free or paid) so system
check visit availability , If there is a problem below TT will be created :

BSS view:
OM view:
 Level 1 Level 2 Level 3 SLA
Automatic TT/ ADSL-VDSL NON Technical Problem Unreachable 24 Hour
Automatic TT/ ADSL-VDSL NON Technical Problem Payment 24 Hour
Automatic TT/ ADSL-VDSL NON Technical Problem Cancellation 24 Hour
Outage (Global
Automatic TT/ ADSL-VDSL NON Technical Problem 24 Hour
problem)
Automatic TT/ ADSL-VDSL NON Technical Problem Voice bills 24 Hour
Automatic TT/ ADSL-VDSL NON Technical Problem change offer 24 Hour
Automatic TT/ ADSL-VDSL Technical Problem Data down 1 Day
Automatic TT/ ADSL-VDSL Technical Problem Voice down 1 Day
Automatic TT/ ADSL-VDSL Technical Problem Data and voice down 1 Day
Automatic TT/ ADSL-VDSL Technical Problem BLQ 1 Day
Automatic TT/ ADSL-VDSL Technical Problem Wrong card and port 1 Day
Automatic TT/ ADSL-VDSL Technical Problem Unable to obtain IP 30 Minutes
Automatic TT/ ADSL-VDSL Technical Problem physical instability 1 Day
Automatic TT/ ADSL-VDSL Technical Problem cross connection 1 Day
Automatic TT/ ADSL-VDSL Technical Problem voice overlapping 1 Day
Automatic TT/ ADSL-VDSL Technical Problem logical instability 1 Day
Automatic TT/ ADSL-VDSL Technical Problem browsing 30 Minutes

8- Call back to CRM:

- Service is activated successfully and order is closed now.