Transcript SB-WLR Training Material

eircom Wholesale
SB-WLR Web Portal Training
Presentation
© eircom
Welcome Screen
© eircom
eircom Confidential
November 2009
Slide 2
Welcome Screen - screen 1/1
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November 2009
1.
Front Screen shown
after logon or when
‘home’ is clicked
2.
Menu options
available are
displayed to the left
of the screen
Slide 3
Fixed Voice Orders
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November 2009
Slide 4
Wholesale Line Rental Orders
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Order Tracking
CDD - Cease DDI Numbers
CH - Change Line Services- (Modify Ancillary Services)
CL - Cease Lines
CM - Credit Management (Add/Remove TOS)
CN - Change Telephone Number
DNG - Downgrade ISDN to PSTN
DR - Data Request (Log an Account Data Request Order)
FA - Failed Activation Order
LE - Premises Line Enquiry
• LNN - Provide new Lines on a new Account (Not-In-Situ)
• LNI - Provide new lines on a new Account (In-Situ)
• LTI - Provide new Lines on an existing Account (In-Situ)
• LTN - Provide new Lines on an existing Account (Not in Situ)
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Slide 5
Wholesale Line Rental Orders
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RW - Winback WLR for eircom Retail, Retain CPS with OAO
MI - Move Inside Exchange Area (In-Situ)
MN - Move Inside Exchange Area (Not-in-Situ)
PDD - Provide DDIs on existing ISDN Line
PW - Provide WLR (PSTN or ISDN Lines)
PWB - Provide WLR and Bitstream
UPG - Upgrade PSTN Line to High-Speed
MRA - Merge Accounts
PWG - Provide WLR from GLUMP
PWU - Provide WLR from ULMP
RWP - Reschedule WLR Provide
XPW - Transfer Pre-Order WLR (Pre-order will be required for all
migrations orders from ULMP/GLUMP to WLR where the GO requests
BB/BS or LS )
• VCW - Validate CLI for WLR
• Daily WLR
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Slide 6
Migration Pre - Orders
Before submitting a ‘PW-Provide WLR’ order it may be necessary to;
•
‘log an account data request’ - this order will provide a list of all lines and
ancillary services on an account
•
Validate Fixed Voice Account / Telno -- provide an account telephone number
check
Where the customer is aware of all lines on their account and they don’t need to
know what services are on their account (e.g. residential user) it will not be
necessary to submit this order before the ‘PW - Provide WLR’ order. When
submitting a migration order, if the customer is not sure if they have a particular
service, but they would like it on their line - this service can be requested on the
migration order. If the service is already on the line, the order will not be rejected.
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Slide 7
DR - Log an Account Data Request Order - screen 1/4
1.
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Slide 8
Order type DR -Data
Request is highlighted
by cursor. Clicking on
the order type will
bring the user to the
next screen
DR - Log an Account Data Request Order - screen 2/4
1.
In Customer Details
enter Customers
Account Number
known as Universal
Account (UAN).
2.
Enter OAO Reference
Number or alternatively
if you leave this blank
the system will
automatically assign a
reference number.
3.
The submit button
should be pressed
when the UAN has
been entered
1
2
3
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Slide 9
DR - Log an Account Data Request Order - screen 3/4
1.
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Slide 10
When the order is
successfully submitted
you will receive a
message with Order
Recorded and the
reference number
submitted or the
number generated
automatically by the
GUI quoted.
DR - Log an Account Data Request Order - screen 4/4
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1.
If you insert an
account number with
incorrect characters
(account numbers
have 8 characters) you
will receive an error
message and a Red X
beside the field
indicates further details
available. Correct the
Account and click
submit.
2.
If the order is rejected
for any other reason
this is listed in
description - you can
click return to order
and correct the error.
Slide 11
WLR Order Tracking - screen 1/5
1
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1. Order type WLR Order
Tracking is highlighted
by cursor. Clicking on
the order type will bring
the user to the next
screen
Slide 12
WLR Order Tracking - screen 2/5
1
2. You can search by
Telephone Number
Reference Number
Date Logged
Status Date
Current Status
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2
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1. You can search under
Order Type by selecting
the First Search and
highlight the order type
or can search for All.
3. Click Search
November 2009
Slide 13
WLR Order Tracking - screen 3/5
1. If you search
under all it will
return all orders
and the Status of
each order.
2. Double Click on
Order Number
and it will take
you to see the
notifications
returned by
eircom on that
particular order.
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Slide 14
WLR Order Tracking - screen 4/5
1. On this order you
can see that
there was an
acceptance and
completion
notification
received.
2. By clicking on the
Details you can
view the
Acceptance and
Completion
Notification
details.
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Slide 15
WLR Order Tracking - screen 5/5
1. See Notification
details returned
by eircom.
2. By clicking the
back button it will
return you back
to the main
screen
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Slide 16
PW - Provide WLR (PSTN) - screen 1/5
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Slide 17
Order type PW Provide WLR is
highlighted by
cursor. Clicking on
the order type will
bring the user to the
next screen
PW - Provide WLR, Order (PSTN) - screen 2/5
1
1.
A SB-WLR Major Account
number is inserted.
2.
Account Option - is New
Account or if the customer
has an existing WLR
account you can select
Target a/c and insert their
a/c.
3.
The customers Account
UAN and customer name
should be entered as
shown
4.
The customers telephone
number should be entered.
The default line type is
shown. The different line
types available are shown
in the following screens.
Repair SLA can be
selected from the drop
down
5
Ancillary services are as
shown in the next screen
6
Add existing CLI button is
used if there is more than
one line on the account this is shown in later
screens
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3
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5
6
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Slide 18
PW - Provide WLR, Order (PSTN) - screen 3/5
1.
‘Add listed’ and ‘only
listed’ are the two
default menu options.
‘add listed’ will add the
services listed in the
right hand box and
maintain any existing
services on the line.
‘only listed’ will add
services in the right
hand box and remove
any other services that
may be on the line.
2
Ancillary Services can
be added / removed as
required using the
Add/Remove buttons
shown.
3.
Click Add Existing CLI
if you need to add any
additional lines to the
account.
4.
The order can then be
submitted by pressing
the ‘submit’ button. A
reference number is
then displayed.
1
2
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4
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Slide 19
PW - Provide WLR, Order (PSTN) - screen 4/5
1 For Accounts with
multiple lines that are
being migrated to SBWLR you need to add
these lines to the
order by clicking on
Add Existing CLI enter
Telephone Number
and Line Type.
Repeat for any
additional lines.
1
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Slide 20
PW - Provide WLR, Order (PSTN) - screen 5/5
1.
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Slide 21
When the order is
successfully submitted
you will receive
message with Order
Recorded and the
reference number
submitted or the
number generated
automatically by the
GUI.
PW - Provide WLR, Order (ISDN) - screen 1/14
1.
1
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Slide 22
Order type PWProvide WLR is
highlighted by cursor.
Clicking on the order
type will bring the user
to the next screen
PW - Provide WLR, Order (ISDN) - screen 2/14
Add SB-WLR Major
Account Number
Account Option and
Customer Details.
1.
Where the line is a
Basic Rate ISDN line
all numbers associated
with the line should be
entered on this order.
2.
MSN numbers
associated with this
line should be entered.
1
The MSN can be
entered in this area, as
shown in the next
screen. Additional
DDI’s associated with
the BRA can be
entered here.
2
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Slide 23
PW - Provide WLR, Order (ISDN) - screen 3/14
1.
‘DDI Number Block’
should be clicked to
expand this area
2.
Add DDI Block button
should then be
pressed
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2
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Slide 24
PW - Provide WLR, Order (ISDN) - screen 4/14
1.
Where a MSN number
is being entered this
should be entered in
the ‘range start’.
2.
The DDI type selected
should be ‘multiple
subscriber number’.
Menu options available
here are shown on the
next screen.
Where a DDI range is
being entered the
range start and end
should be entered in
the field shown and the
appropriate menu
option selected from
the DDI type - shown
on the next screen.
1
2
‘add DDI block’ can
used to add additional
ranges as required
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Slide 25
PW - Provide WLR, Order (ISDN) - screen 5/14
1
1.
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DDI Type menu
options (referenced in
previous slide)
Slide 26
PW - Provide WLR, Order (ISDN) - screen 6/14
1. Add the Additional line
for the BRA by entering
the MSN in the Range
Start and DDI type
selecting Multiple
Subscriber Number.
2. If you need to add any
DDI block Click Add
DDI block
1
2
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Slide 27
PW - Provide WLR, Order (ISDN) - 7/14
1
1. Ancillary Services can
be added or modified
2. To add DDI block enter
the first number of the
DDI block in Range
Start and the End
Number in the Range
End. The last digit of
the Start number
should be a “0” and the
last digit of the end
number should be a “9”
You can add multiple
blocks of number
ranges.
2
3. If additional numbers
need to be added click
Add Existing CLI
3
4
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November 2009
1
4. Enter Reference
number or alternatively
one will be generated
by the UG if it is left
blank and submit
order
Slide 28
PW - Provide WLR, Order (ISDN) - screen 8/14
1.
1
1
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Slide 29
For ‘Fractional Rate
ISDN’ DDI blocks and
ancillary services
should be entered as
shown in the previous
slide
PW - Provide WLR, Order (ISDN) - screen 9/14
1.
1
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Slide 30
For ‘Primary Rate
ISDN’ DDI blocks and
ancillary services
should be entered as
shown in the previous
slide
PW - Provide WLR, Order (ISDN) - screen 10/14
1.
1
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Slide 31
For ‘Fixed Cellular’
ancillary services
should be entered as
shown in the previous
slide
PW - Provide WLR, Order (ISDN) - screen 11/14
1.
For ‘virtual line’
ancillary services
should be entered as
shown in the previous
slide
2.
The ‘Add existing CLI’
should be used where
there is more than one
line on the customer
account, that is
migrating to fixed voice
with OAO
1
2
1
2
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Slide 32
PW - Provide WLR, Order (ISDN) - screen 12/14
1.
When the ‘add existing
CLI’ is selected a
summary of the lines
entered to date is
shown
2.
If it is necessary to
enter another line on
the order ‘add existing
CLI’ should be pressed
Submit can be pressed
when all lines have
been entered.
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Slide 33
PW - Provide WLR, Order (ISDN) - screen 13/14
1.
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Slide 34
The same screens are
shown then, allowing
entry of additional lines
as before (shown at
the beginning of this
order)
PW - Provide WLR, Order (ISDN) - screen 14/14
Completion Notification
Acceptance Notification
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Slide 35
LE - Premises Line Enquiry - screen 1/4
1.
Order type LE Premises Line Enquiry
is highlighted by
cursor. Clicking on the
order type will bring the
user to the next screen
1
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Slide 36
LE - Premises Line Enquiry - screen 2/4
1.
Premises Line Enquiry
for a new address will
only have the Target
Address populated or
by inserting an
Address ID.
2.
New CLI - Quote
Quantity
3.
Insert Reference
Number and Click
Submit
1
2
3
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Slide 37
LE - Premises Line Enquiry - screen 3/4
1.
To check a premises for
SDT and if the address is
within the exchange area
Insert UAN of the customer
wishing to move in
Customer Details Account
number.
2.
The existing customer
service address should be
entered.
3.
The target address should
be entered providing as
much detail as possible.
4.
The quantity of lines
required at the new site can
also be listed.
5.
The address ID (returned
with this order) can be
used, for the move order
itself, instead of entering the
address if required.
1
2
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Slide 38
LE - Premises Line Enquiry - screen 4/4
1. Enquiry results are shown
here.
These results outline if the
move is within the same
exchange area and the
number of insitu lines available
at is site.
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Slide 39
LNI - Provide new Lines on a New Account (In-Situ) - screen 1/7
1.
1
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Slide 40
Order type LNI Provide New Line on a
New Account (In-Situ)
is highlighted by
cursor. Clicking on the
order type will bring the
user to the next screen
LNI - Provide new Lines on a New Account (In-Situ) - screen 2/7
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1.
Insert your Major Account.
2.
Insert Account Option - New Account
3.
Enter customer Details - Customer
name Address or Address ID
Slide 41
LNI - Provide new Lines on a New Account (In-Situ) - screen 3/7
1.
Line Quantity should be
selected. In this case a
‘premises line enquiry’ order
should be completed to identify
how many in situ lines are
available on site. The order
would be rejected if the
quantity exceeds what is
available. The Add new CLI
button can be used to order
additional PSTN lines, with
different attributes. As this
is an ‘in situ’ order, only
PSTN is available to select
from the drop down menu
2.
You can quote a reinstate Tele
No that the end customer had
previously utilised.
3.
Ancillary Services can be
added as with previous orders
4.
Appointment Details Defaults to
Earliest.
5.
Bitstream Service see next
screen.
1
2
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5
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Slide 42
LNI - Provide new Lines on a New Account (In-Situ) - screen 4/7
1. Appointment Details =
Requested option is
Earliest.
1
2. If the customer requires
Bitstream Action type will be
P for Provide.
Click Get Product List - The
‘line speed result code’
should be entered here and
‘generate list’ pressed if you
know the Prequal Speed.
Only products available
from this code will appear
on the list. If the code is
not available, this field
can be left blank and a full list
of products will be generated.
This is explained further as part
of the DSL process
3
© eircom
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November 2009
3. This will not generate a new line
check. A full list of products is
then available in this drop down
menu. Only products available
from the line speed result code
will appear on the list. If the
code was not available, a full list
of products will be generated.
Slide 43
LNI - Provide new Lines on a New Account (In-Situ) - screen 5/7
1..
Contact details for the
customer should be
entered. First name,
Last name and one
contact number are
mandatory fields
2.
The Add New CLI
button should be
used where there are
more than one insitu
line to be ordered and
the set up of this line is
different to the initial
line (s) ordered (e.g.
different ancillary
services) When the
Add New CLI button is
pressed this screen is
presented.
3.
When the CSR is
finished with the order
‘submit’ can then be
pressed. A reference
number is then
provided if one has not
been inserted by the
OAO.
2
1
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Slide 44
LNI - Provide new Lines on a New Account (In-Situ) - screen 6/7
1
1
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Slide 45
If you click add NEW
CLI in error you can
delete by clicking the
Delete Button.
LNI - Provide new Lines on a New Account (In-Situ) - screen 7/7
1.
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Slide 46
When the order is
successfully submitted
you will receive a
message with Order
Recorded and the
reference number
submitted or the
number generated
automatically by the
GUI.
LNN - Provide new Lines on a New Account (Not in Situ)- screen 1/6
1.
1
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Slide 47
Order type LNN Provide new lines on a
New Account (Not-in
Situ) is highlighted by
cursor. Clicking on the
order type will bring the
user to the next screen
LNN - Provide new Lines on a New Account (Not in Situ)-screen 2/6
1
1.
Insert your Major Account
Number .
2.
Insert Account Option New
Account
3.
Preferred Appointment Date
You can select a Preferred
Appointment Date - and
Appointment Option
4.
All address information
should be entered.
2
3
4
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Slide 48
LNN - Provide new Lines on a New Account (Not in Situ)-screen 3/6
1. Enter quantity of lines (all
will be set up the same
way). The lines available to
order are PSTN, BRA, FRA
and PRA
1
2
3
2. Click New DDI/MSN.
Additional MSN and DDI
numbers can then be
ordered if required in
addition to the default DDI /
MSN that come with
particular line types - BRA (1
MSN) FRA / PRA (100 DDI).
At a minimum default
amounts should be
entered here.
3. Ancillary Services to be
added should be listed as
requested by the customer.
‘only listed’ is selected and
only services listed will be
added.
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Slide 49
LNN - Provide new Lines on a New Account (Not in Situ)-screen 4/6
1
1.
You can add additional
CLI request by clicking
on New CLI and
selecting the product
Required.
2.
If the Customer Orders
an FRA/PRA then you
need to select 1 100
Block DDI. This
cannot be ordered on
the same order as an
ISDN BRA or PRA.
These must be ordered
on separate orders.
3.
First name, last name
and one contact
telephone number are
mandatory
4
When the CSR is
finished with the order
‘submit’ can then be
pressed. A reference
number is then
provided if one has not
been inserted by the
OAO.
2
3
4
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Slide 50
LNN - Provide new Lines on a New Account (Not in Situ)-screen 5/6
1.
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Slide 51
When the order is
successfully submitted
you will receive a
message with Order
Recorded and the
reference number
submitted or the
number generated
automatically by the
GUI.
LNN - Provide new Lines on a New Account (Not in Situ)-screen 6/6
Check Order tracking to
see the appointment date.
This Notification will also
list available slots. If you
you need to change the
customer appointment
submit a RWP order.
If you request a specific
appointment date / option
and this is available then
this appointment is
booked and no available
slots are sent back on this
notification.
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Slide 52
RWP - Reschedule WLR Provide - screen 1/3
1.
1
1
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Slide 53
Order type RWP Reschedule WLR
Provide is highlighted
by cursor. Clicking on
the order type will bring
the user to the next
screen
RWP - Reschedule WLR Provide - screen 2/3
1. You will have received a
list of appointments
available on original
order and Select your
Preferred Appointment
Date from Drop down.
1
2. Select Specific AM/PM
2
3. Enter Original Order Ref
of the LNN order
submitted
3
4
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November 2009
4. Enter Reference
number and click
Submit.
Slide 54
RWP - Reschedule WLR Provide - screen 3/3
1.
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Slide 55
When the order is
successfully submitted
you will receive a
message with Order
Recorded and the
reference number
submitted or the
number generated
automatically by the
GUI.
Premises Moves
A premise can be within or outside and exchange area
How do I know if it is within or outside the change area?
Conduct a ‘premises line enquiry order’. This will identify if the move is within or outside the exchange
area. The order will also identify if there is any in-situ lines at the new address. PSTN (not ISDN) is the
only line type that would be insitu at the new site.
What happens if the move is within an exchange area?
Where the move is within the exchange area the customer will be able to maintain their telephone number.
It should be determined from the premises line enquiry if there are any insitu lines in place at the
customers premises. For in-situ lines a Move Inside Exchange Area (in-situ) should be submitted. For non
insitu lines a ‘Move Inside Exchange Area (Not in-situ) should be submitted. Any additional lines required
can be ordered as part of the move.
What happens if the move is outside the exchange area?
In this case a ‘CL - Cease Line’ order and a ‘LNN - Provide new Lines on a New Account (Not in Situ) order should be submitted. These are two independent orders and will not be linked. Order lead times for
both should be co-ordinated.
The customer will be unable to keep their telephone number. The only exception to this is for FRA and
PRA lines -- as Location Portability.
© eircom
Slide 56
eircom Confidential
November 2009
Move inside Exchange Area (In-Situ) - screen 1/6
1.
Order type MI- Move
Inside Exchange Area
(In-Situ) is highlighted
by cursor. Clicking on
the order type will bring
the user to the next
screen.
1
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Slide 57
Move inside Exchange Area (In-Situ) - screen 2/6
1. Enter the OAO Major
Account
2. Account Option - New
Account if the
customer does not
have an existing
account at the new
premises or Target
Account if the
customer has an
account at the site.
1
3 Cease Date and
Provide Date can be
populated if you know
the customer is
moving on a particular
date and would like
the service moved on
this date.
4
4. The Customers
account number and
Occupants Name is
populated.
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Slide 58
Move inside Exchange Area (In-Situ) - screen 3/6
1
1. Current and Target
address details should
be entered. If the
‘address id’ is entered
(from the line enquiry
order) it will not be
necessary to enter the
address details.
2. Existing CLI one
telephone number and
line type is mandatory.
Any existing PSTN
numbers (i.e. currently
in place at the old site)
that are moving to in
situ lines at the new
site should be entered
here.
2
PSTN is the only drop
down option available
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Slide 59
Move inside Exchange Area (In-Situ) - screen 4/6
1. Ancillary services can be
entered.
Add listed’ and ‘only
listed’ are the two default
menu options. ‘add listed’
will add the services listed
in the right hand box and
maintain any existing
services on the line. ‘only
listed’ will add services in
the right hand box and
remove any other
services that may be on
the line.
11
2. Appointment Details click Requested Option
and the only options is
Earliest
2
3. Bitstream Service - If
there is Bitstream on the
line you can request it to
be ceased or moved. If
the order is for move
when the MI is completed
the UG will generate a PB
-Provide Bitstream order.
3
© eircom
eircom Confidential
November 2009
Slide 60
Move inside Exchange Area (In-Situ) - screen 5/6
1
1. You can Add existing
PSTN lines to be moved if
there are more than 1 line
moving and there is more
than one instiu line at
the new address.
2
2. Click Add New CLI if you
wish to order additional insitu
lines at the new premises.
3. Click Add Cease Cli if you
wish to cease existing lines
at the old premises.
3
1
© eircom
2
eircom Confidential
November 2009
3
Slide 61
Move inside Exchange Area (In-Situ) - screen 6/6
1. First Name, last name
and one contact
telephone number are
mandatory.
1
2. Enter Reference Number
and Click Submit order.
2
© eircom
eircom Confidential
November 2009
Slide 62
Move inside Exchange Area (Not in-Situ) - screen 1/3
The move functionality
facilitates the customer moving
between premises in an
exchange area where the first
3 digits of the exchange code
match but it is not the same
exchange. In these cases the
customer will be able to retain
their existing CLI by ordering a
non in-situ move ( MN order ).
The move also facilitates the
moving of a line within the
exchange area where there is
no insitu lines available.
1. Order type MN- Move Inside
Exchange Area (Not-In-Situ)
is highlighted by cursor.
Clicking on the order type
will bring the user to the
1
© eircom
eircom Confidential
November 2009
next screen.
Slide 63
Move inside Exchange Area (Not in-Situ) - screen 2/3
1. Enter the OAO Major
Account
2
1
3
4
2. Account Option - New
Account if the
customer does not
have an existing
account at the new
premises or Target
Account if the
customer has an
account at the site.
3 The Customers
account number and
Occupants Name is
populated.
4. Service address
Target address are
entered or the ARD ID
returned from the LE
order.
© eircom
eircom Confidential
November 2009
Slide 64
Move inside Exchange Area (Not in-Situ) - screen 3/3
1. Ancillary services can be
entered.
2. Bitstream Service - If
there is Bitstream on the
line you can request it to
be ceased. This will cease
the Bitstream from the
account before the
move order is processed.
1
2
3. You can Add additional
lines to be moved if
there are more than 1 line
moving.
3
4
5
6
4. Click Add New CLI if you
wish to order additional
insitu lines at the new
premises.
5. Click Add Cease Cli if you
wish to cease existing lines
at the premises.
6. First Name, last name
and one contact telephone
numbers are mandatory.
Enter Reference Number
and Click Submit order.
© eircom
eircom Confidential
November 2009
Slide 65
CH - Change Line Service - screen 1/6
1.
1
© eircom
eircom Confidential
November 2009
Slide 66
Order type CH Change Line Services
is highlighted by
cursor. Clicking on the
order type will bring the
user to the next screen
CH - Change Line Service - screen 2/6
1.
Customer UAN should
be entered
2.
Customer Telephone
Number and line type
should be entered
3.
Ancillary Services to
be added should be
listed as requested by
the customer. If ‘add
listed’ is selected the
services listed on
screen will be added to
any existing services
on the line. If ‘only
listed’ is selected only
services listed will be
added - any existing
services being
removed.
4.
CPE Block is shown on
next screen
1
2
3
4
© eircom
eircom Confidential
November 2009
Slide 67
CH - Change Line Service - screen 3/6
1 . The Add Existing CLI
should be used where
there are more than
one line on the account
which require a change
to their ancillary
service
2.
1
2
© eircom
eircom Confidential
November 2009
‘CPE’ block is used
where the customer
wants to remove the
rental amount for ‘low
value fixed voice CPE
from their account .
‘Basic Phone’ is the
only menu drop down
option and the quantity
should be entered in
the box shown.
Slide 68
CH - Change Line Service - screen 4/6
1.
1
This button should be
pressed to add
additional lines to the
order
2
2.
Add Ancillary Service
to be modified or
ceased.
3.
If MSN or DDI blocks
need to be added Click
on DDI number Block
3
© eircom
eircom Confidential
The Existing CLI
button will list current
lines on the order.
November 2009
Slide 69
CH - Change Line Service - screen 5/6
1.
Add Existing LI button
should be pressed if
further lines are to be
added and the process
followed again.
2.
When you have
entered all CLI’s that
need to have ancillary
service modified you
can enter the
Reference Number .
3.
Submit’ should then
be submitted when the
list is complete and
submit the order.
1
2
3
© eircom
eircom Confidential
November 2009
Slide 70
CH - Change Line Service - screen 6/6
Completion Notification
received for CH order
© eircom
eircom Confidential
November 2009
Slide 71
CM - Credit Management - screen 1/3
1.
1
© eircom
eircom Confidential
1
November 2009
Slide 72
Order type CM - Credit
Management is
highlighted by cursor.
Clicking on the order
type will bring the user
to the next screen
CM - Credit Management - screen 2/3
1.
The drop down menu
option here gives the
choice of adding of
removing the service
2.
Customer Details -the
account to have the
‘TOS’ service applied
should be entered
here
3
Enter OAO reference
No.
4.
When the CSR is
finished with the order
‘submit’ can then be
pressed. A reference
number is then
provided if one has not
been inserted by the
OAO.
1
2
3
© eircom
eircom Confidential
November 2009
Slide 73
CM - Credit Management - screen 3/3
1. When the order is
successfully
submitted you will
receive message with
Order Recorded and
the reference number
submitted or the
number generated
automatically by the
GUI.
To Remove TOS Select
Remove and submit
order.
© eircom
eircom Confidential
November 2009
Slide 74
CN - Change Telephone Number - screen 1/4
1.
1
1
© eircom
eircom Confidential
November 2009
Order type - CN
Change Telephone
Number is highlighted
by cursor. Clicking on
the order type will bring
the user to the next
screen
This order is used
where the customer
wishes to change their
telephone number, e.g.
due to malicious call.
This order is only
possible on the
following line types;
PSTN / BRA and fixed
cellular. It is not
possible to change DDI
number ranges
Slide 75
CN - Change Telephone Number - screen 2/4
1.
The UAN customer
Account needs to be
populated .
2.
If the line is PSTN the
telephone no should
be entered. You can
quote Re-Instate Tele
no if end customer had
a number that was
previously ceased.
3.
When the CSR is
finished with the order
‘submit’ can then be
pressed. A reference
number is then
provided if one has not
been inserted by the
OAO.
1
2
3
© eircom
eircom Confidential
November 2009
Slide 76
CN - Change Telephone Number - screen 3/4
1. When the order is
successfully submitted
you will receive message
with Order Recorded
and the reference
number submitted or the
number generated
automatically by the GUI.
© eircom
eircom Confidential
November 2009
Slide 77
CN - Change Telephone Number - screen 4/4
1 & 2.
Where the line is
BRA any MSN or DDI
numbers associated
with this order should
be entered.
3.
1
2
3
© eircom
eircom Confidential
November 2009
Slide 78
When all lines have
been entered the
submit button should
be pressed.
Upgrade PSTN Line to ISDN- screen 1/4
1.
Order type - UPG
Upgrade PSTN to High
Speed is highlighted
by cursor. Clicking on
the order type will bring
the user to the next
screen
This order is submitted
where the customer
wishes to upgrade their
PSTN to High-Speed.
1
© eircom
eircom Confidential
November 2009
Slide 79
Upgrade PSTN Line to ISDN- screen 2/4
1.
© eircom
eircom Confidential
November 2009
Slide 80
Order Details - you can
select Preferred
Appointment Date and
Appointment Option.
Upgrade PSTN Line to ISDN- screen 3/4
1.
Enter Customers Account
Number
2.
Customer PSTN
telephone number should
be entered. Hi-Speed
ISDN is the only option
available on the drop
down list.
3.
Any DDI or MSNs
required should be
entered. At a minimum
default amounts should
be entered here (Highspeed = 1 MSN).
4.
Ancillary Services to be
added should be listed as
requested by the
customer. If ‘add listed’ is
selected the services
listed on screen will be
added to any existing
services on the line. If
‘only listed’ is selected
only services listed will be
added - any existing
services being removed.
As this is a new line this
drop down is not relevant.
1
2
3
4
© eircom
eircom Confidential
November 2009
Slide 81
Upgrade PSTN Line to ISDN- screen 4/4
1.
If the customer wishes
to upgrade a second
line then Click Add
Existing CLI and enter
details.
2.
Enter contact Details
First name, last name
and one contact
telephone number are
mandatory
3.
Enter Reference
number and Submit
1
2
3
© eircom
eircom Confidential November 2009
eircom Confidential November 2009
Slide 82
Slide 82
DNG - Downgrade ISDN to PSTN - screen 1/4
1.
This order is submitted
where the customer
wishes to downgrade
their ISDN line to a
PSTN line. In this
instance for example,
all numbers associated
with the ISDN number
will be lost. The main
number of the ISDN
line will revert to the
PSTN number.
1
© eircom
eircom Confidential
November 2009
Order type - DNG
Downgrade ISDN to
PSTN is highlighted by
cursor. Clicking on the
order type will bring the
user to the next screen
Slide 83
DNG - Downgrade ISDN to PSTN - screen 2/4
1.
© eircom
eircom Confidential
November 2009
Slide 84
Order Details - you can
select Preferred
Appointment Date and
Appointment Option.
DNG - Downgrade ISDN to PSTN - screen 3/4
1
1.
Enter UAN for
Customer.
2.
Customer main ISDN
telephone number
should be entered.
(this will now be the
PSTN number) PSTN
is the only option
available on the drop
down list as the line
is being converted to
a PSTN line
3.
Any ancillary services
required should be
entered.
2
3
© eircom
eircom Confidential
November 2009
Slide 85
DNG - Downgrade ISDN to PSTN - screen 4/4
1.
All MSN and DDI
associated with the
ISDN line should be
entered here. Where
an MSN is being
entered only the ‘range
start’ is populated.
2.
New line can be added
to this order by
pressing the Add
Existing CLI as before
3.
Complete Contact
Details the customer
name and contact
telephone number
need to be populated.
4.
When completed the
submit button is then
pressed and an order
reference number
provided as shown on
the next screen.
1
2
3
4
© eircom
eircom Confidential
November 2009
Slide 86
Cancel order - screen 1/5
1.
© eircom
eircom Confidential
November 2009
View order in order
tracking and click
Cancel if you wish to
cancel an order.
Slide 87
Cancel order - screen 2/5
© eircom
eircom Confidential
November 2009
1.
The Reference
number of the
original order is
inserted in the
Order Details.
2.
Enter reference
number for the
Cancel order or the
UG will automatically
assign number.
Slide 88
Cancel order - screen 3/5
© eircom
eircom Confidential
November 2009
Slide 89
Cancel order - screen 4/5
© eircom
eircom Confidential
November 2009
Slide 90
Cancel order - screen 5/5
Cancellation Notification
Original Move
order now has a
Cancelled Status
© eircom
eircom Confidential
November 2009
Slide 91
CL - Cease Lines - screen 1/4
1. Order type CL Cease Lines
is highlighted by
cursor. Clicking on
the order type will
bring the user to the
next screen
1
© eircom
eircom Confidential
November 2009
Slide 92
CL - Cease Lines - screen 2/4
1. Insert Account Number
2. Insert Telephone Number
and Line Type Selected.
Migration Telephone Number
would be entered when the
line is a ‘Migration Line’ (i.e.
has been migrated to a ISDN
DDI)
© eircom
eircom Confidential
November 2009
Slide 93
CL - Cease Lines - screen 3/4
1. If a line is being partially
ceased Insert CLI - Line
Type as PSTN
2. Click Ancillary Services
- and Select the ancillary
service required on the
Virtual Line.
1
3 If the customer wishes to
have NDS National then
they must quote the
telephone in Ancillary
Services and click Save.
For NDS with Announcement
you must quote the line being
ceased to virtual in Ancillary
Service Telephone Number
and click Save.
2
3
© eircom
eircom Confidential
November 2009
Slide 94
CL - Cease Lines - screen 4/4
1.
© eircom
eircom Confidential
November 2009
Slide 95
If you Select Basic
Rate ISDN
Line/Highspeed/
FRA/PRA the DDI
number block will be
activated to add the
MSN or DDI blocks
associated with the
Main Number.
Flowchart for Call Answering mailbox configuration
© eircom
eircom Confidential
November 2009
Slide 96
Setting up mailbox on Virtual Lines with Announcement
Features
The mailbox allows callers to leave a message when the customer line has been ceased and a virtual line with
an announcement has been put in place. Calls are transferred to announcement when there is no reply.
Customers must record their personalised announcement. The greeting can be a max of one minute long.
Access to Virtual Line mailbox
To access the Virtual Line mailbox from another phone, customers should dial their virtual telephone number
and when they hear the standard greeting press #.
Once the customer accesses their mailbox they hear voice prompts telling them the different options available
to them and how to perform specific tasks. By pressing 0 the prompt is repeated.
How to set up the Extended Absence Greeting/ Announcement
1) Dial the virtual telephone number and then press the # key
2) Dial your password which will have been set to 1234 and then press the # key
3) Press 4, then 3, then 2
4) Record your message
"Thank you for calling xyz, We have moved to xxxx Drive, yyyy Business Park, City name.
Our number has changed to 01 257xyzz and fax 01 257xzyy Those numbers again phone 01 257xyzz and fax
01 257xzyy Thank you"
-How to change the Extended Absence Greeting/ Announcement
5) Dial the virtual telephone number and then press the # key
6) Put in a your 4 digit password and then press the # key
7) Press 4, then 3, then follow the spoken prompts
8) Record your message
© eircom
eircom Confidential
November 2009
Slide 97
Ancillary Services - availability shown per Line Type
UG Code
AHN
CA
CBP
CBPI
CBPIUK
CBPIUKN
CBPM
CFV
CLIP
CLIR
CW
FM
HL
ISB
ISDN3WC
ISDNCFV
ISDNCLIR
MHN
NCT
NDSANNC
NDSINT
NDSNAT
OSB
TWC
N/A
N/A
© eircom
Ancillary Service Description
Additional Hunting Number Hunt Number
Call Answering
Premium Barred
Premium and International Barred
Premium, International and UK Barred
Premium, International, UK and National Barred
Premium Mobile Barred
Variable Call Forwarding
Calling Line Identification Presentation
Calling Line Identification Restricion
Call Waiting
Family Mailbox
Hotline
Incoming Barred
ISDN Three Way Calling
ISDN Call Forwarding
ISDN Calling Line Identity Restriction
Main Hunt Number
Network Call Transfer
Number Diversion Service with Anuncement
Number Diversion Service International
Number Diversion Service National
Premium, International, UK, National and Local Barred
Three Way Calling
Alarm Reminder Calls
Caller Return
eircom Confidential
November 2009
PSTN
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
no
no
no
YES
YES
YES
YES
YES
YES
YES
YES
YES
BRA
YES
YES
YES
YES
YES
YES
YES
no
no
no
YES
YES
no
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
no
no
no
FRA
no
no
YES
YES
YES
YES
YES
no
no
no
no
no
no
YES
no
YES
YES
YES
no
YES
YES
YES
YES
no
no
no
PRA
no
no
YES
YES
YES
YES
YES
no
no
no
no
no
no
YES
no
no
YES
YES
no
YES
YES
YES
YES
no
no
no
Slide 98
VL
no
YES
no
no
no
no
no
no
no
no
no
no
no
no
no
no
no
no
no
YES
YES
YES
no
no
no
no
Ancillary Services - Compatibility Matrix
AHN
AHN
CA
CBP
CBPI
CBPIUK
CBPIUKN
CBPM
CFV
CLIP
CLIR
CW
FM
HL
ISB
ISDN3WC
ISDNCFV
ISDNCLIR
MHN
NCT
NDSANNC
NDSINT
NDSNAT
OSB
TWC
© eircom
Additional Hunting Number Hunt Number
Call Answering
Premium Barred
Premium and International Barred
Premium, International and UK Barred
Premium, International, UK and National Barred
Premium Mobile Barred
Variable Call Forwarding
Calling Line Identification Presentation
Calling Line Identification Restricion
Call Waiting
Family Mailbox
Hotline
Incoming Barred
ISDN Three Way Calling
ISDN Call Forwarding
ISDN Calling Line Identity Restriction
Main Hunt Number
Network Call Transfer
Number Diversion Service with Announcement
Number Diversion Service International
Number Diversion Service National
Premium, International, UK, National and Local Barred
Three Way Calling
eircom Confidential
November 2009
CA
NO
CBP
CBPI
CBPIUK CBPIUKN CBPM
NO
NO
NO
CFV
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
Slide 99
NO
NO
NO
Ancillary Services - Compatibility Matrix
CLIP
AHN
CA
CBP
CBPI
CBPIUK
CBPIUKN
CBPM
CFV
CLIP
CLIR
CW
FM
HL
ISB
ISDN3WC
ISDNCFV
ISDNCLIR
MHN
NCT
NDSANNC
NDSINT
NDSNAT
OSB
TWC
© eircom
Additional Hunting Number Hunt Number
Call Answering
Premium Barred
Premium and International Barred
Premium, International and UK Barred
Premium, International, UK and National Barred
Premium Mobile Barred
Variable Call Forwarding
Calling Line Identification Presentation
Calling Line Identification Restricion
Call Waiting
Family Mailbox
Hotline
Incoming Barred
ISDN Three Way Calling
ISDN Call Forwarding
ISDN Calling Line Identity Restriction
NO
Main Hunt Number
Network Call Transfer
Number Diversion Service with Announcement
NO
Number Diversion Service International
Number Diversion Service National
Premium, International, UK, National and Local Barred
Three Way Calling
eircom Confidential
November 2009
CLIR
CW
NO
FM
NO
NO
HL
ISB
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
ISDN3WC ISDNCFV
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
Slide 100
Ancillary Services - Compatibility Matrix
AHN
CA
CBP
CBPI
CBPIUK
CBPIUKN
CBPM
CFV
CLIP
CLIR
CW
FM
HL
ISB
ISDN3WC
ISDNCFV
ISDNCLIR
MHN
NCT
NDSANNC
NDSINT
NDSNAT
OSB
TWC
© eircom
Additional Hunting Number Hunt Number
Call Answering
Premium Barred
Premium and International Barred
Premium, International and UK Barred
Premium, International, UK and National Barred
Premium Mobile Barred
Variable Call Forwarding
Calling Line Identification Presentation
Calling Line Identification Restricion
Call Waiting
Family Mailbox
Hotline
Incoming Barred
ISDN Three Way Calling
ISDN Call Forwarding
ISDN Calling Line Identity Restriction
Main Hunt Number
Network Call Transfer
Number Diversion Service with Announcement
Number Diversion Service International
Number Diversion Service National
Premium, International, UK, National and Local Barred
Three Way Calling
eircom Confidential
November 2009
ISDNCLIR MHN
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NCT
NDSANNC NDSINT
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NDSNAT OSB
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
Slide 101
TWC
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
END
© eircom
eircom Confidential
November 2009
Slide 102