Creating a New Permanent Phone 11. Click Customize. Select a Plan, 3.

Provide the Billing Address,

Connection Manually Calling Level, Facilities and the Billing Correspondence

remaining tabs depending on the Address and Installation
To create a new permanent phone
requirement of the customer. Address
connection manually:
Click Done.
4. Click Auto Order button. This
1. In the CRM Home patge, Click 12. Click Available Numbers. A list will create an order for residential
Customer Accounts . Click with all the available numbers for customers with all the default
Customer Account List. that particular exchange is values. Billing account will be
populated. Click OK. The number created and attached to this
2. Click New in the customer
is selected. order, Installation address will be
Account list. Customer Id is auto-
populated. 13. Click Reserve Number. Once attached to this order and Billing

the number is reserved, the address will be attached to the

3. Enter the mandatory fields. Click
Accessory Check is enabled. billing account.
Account Name. The Account
Summary View appears. 14. Click Accessory Check Click 5. Click Billing Account. Enter the
Validate. If the information mandatory fields and Click Save
4. Click Addresses Click New.
provided is complete and correct, or Ctrl + S.
The Customer Accounts
then the order is validated. A 6. Click Line Items Click
Addresses view appears.
message Validations are New.. And do the steps from
5. Provide the Billing Address, successful, appears. 11 to 17 of LL manual order as
Billing Correspondence
15. Click Demand Note. Demand given above.
Address and Installation
note will be generated and the
Address New Broadband Connection with
Make Payment button will be
Landline Service( LL+BB)
6. Click Contacts located next to enabled.
Creating a New Broadband
the Accounts Summary. Click 16. Click Make Payment for demand
Connection
New. Enter all the mandatory note payment. Do PMS Login
fields: Surname, Name, Preferred To create a new Broadband
and accept payment. Once
Communication Method, and connection, first create the new phone
payment is made, a Receipt
Preferred Communication connection by Auto order or manual
Number is auto-populated in
Language. process. Before going for validate,
CRM.
select Broadband Required Flag as
7. Click Billing Account Click 17. Click Submit Order. This creates
Y and click on Validate. Then Follow
New. Enter the mandatory fields a Sales Order in CRM and a
On button will be enabled to go with
and Click on create billing Service order in Clarity system.
broadband order creation.
account.
Creating a New Permanent Phone
8. Click Orders Click Orders List 1. Click Follow On. The Product
Connection By Auto Order
link Click New. Order # is auto Configuration View appears.

populated. Enter the mandatory 1. In the CRM Home patge, Click 2. Select Broadband. The
fields: Billing Account #, Address Contacts . Click Contacts Broadband Product Configuration
and Connection Type as List. Click New. Enter all the View appears. Manually select
Permanent. mandatory fields: Surname, Plan, Modem Types, Static IP
Name, Preferred Communication
9. Select the Service Line as Basic Component, Facilities, Deposit
Method, and Preferred
Phone Service; Service as Wire Schemes, Rental Schemes and
Communication Language.
line, Service Type as Landline, Installation Schemes according to

and Service Sub Type as Fixed 2. Click Addresses Click New. the customers requirement.

Landline. Select the appropriate The Customer Accounts Click Done to accept all the
Service Category. Addresses view appears. information provided.

3. Enter User Id and Email against

10. Click Order Number. Click Line
Items Click New. A new the Broadband product. Click

record is created.
 User Id Creation. The User Id is 6. Select options: Permanent Disconnection due to
created. Plans/Facilities/Calling level Voluntary Closure
4. Click Demand Note. Based on changes/Centrex changes. More
Disconnection may be due to
the broadband and Land line facilities can be selected or
voluntary closure, Non Payment and
details the demand note is deselected.
Misuse
generated and the amount to pay 7. Click Done. Click Accessory
To disconnect a permanent land line
is displayed in the Order Check. Click Validate. Click on
connection due to Voluntary closure:
Demand Note View. demand note button.

5. Click Make Payment for demand 8. Do PMS login and accept 1. Click services. Enter the customer

note payment. Do PMS login and payment. After payment, Click phone # with std code.

accept payment. Submit Order button. Corresponding service record for

the phone no appears.
6. Click Landline order view tab. Creating Service Requests:
Then Click Submit Order of 2. Click Account Name. The
Account Related: Address Proof,
landline. All the other tabs are identification Proof, Name services opted by the customer
corrections, Influential contact, appears in the lower half of the
non-editable.
Preferred Method of contactetc
7. Click on the Orders Child screen.
Billing Related: Bill Media change,
Order View tab. The Child Order Bill Statement, Tax exemption,Billing 3. Under Installed Services, select
address changes,Bill frequency etc
View appears. Click on the order the service the customer wants to
The service requests are generated
#. The Broadband Order Details disconnect.
with the following logins.
View appears. 4. Select Order Sub Type field value
8. Click Submit Order of User1: CSR Step 1 to 2 User2: as disconnect. The record is
broadband. Order is submitted for AOTR Step 3 to 5 saved.
further processing. To create a new Service Request: 5. Click Disconnect. A
1. Go to Service Requests. Click Disconnection Order and an
Modify Orders - for Landline
on SR List. Click New. Enter Activity is created in the Activities
During Modify orders, the following
phone # and select desired view tab.
orders can be raised for the given
Request type, Change type and 6. Select Voluntary Closure in
scenarios.
Change sub type. Disconnection Reason in the
a) Addition/ Deletion of Facilities b) Drilldown the request number
2. Moreinfo tab.
Plan changes c) Calling Level
and Click Submit. The status of
7. Click Validate to check if all the
(STD/ISD) changes...etc
the Service Request changes to
details of the customer provided,
1. Click Services. Enter the Submitted. An alert is generated
is complete.
customer phone number with to the AOTR in the Home Page of
8. Then it will to go the Retention
std code (040-23232323). Click the CRM Application.
officer for approval.
Go button. 3. Click Alert #. The Services -
2. Click Account name. Go to Service Requests List View User: CSRRTN
Account Summary tab. appears. AOTR can either 9. In the CSRRTN home page, go to
3. Select Order Sub Type field Approve/Reject the Service My Activities, the activities that
value as Change in Service. Request. were created by CSRs are shown.
The record is saved. 4. Click Approve. The status of a
10. Click the Task. The control
4. Click Modify. An order with Service Request changes to
navigates to the Activities view of
Order Type as Modify is created. Approved. The desired request is
the order that was disconnected.
The Orders List View appears. updated in the Service. The Approve and Reject buttons
5. Click Order Number. The 5. Click Reject. The status of a are active for the CSRRTN user.
Orders Detail view appears. Click Service Request changes to
11. Click Approve. The status then
Customize. The Product Rejected.
becomes Approved. Then, Click
Configuration screen appears.
Submit Order.
 1. Click Services. Enter the phone New. A new complaint row is

number with std code (040- created with Docket #.

Refund Requests
23232323). Click Go button. 2. Enter the Phone no in the
Note: The CSR/AOTR can directly
2. Click Account name. Click service id field.
raise the request for Refunds.
Addresses view tab. The 3. Select the desired Complaint
User1: CSR/AOTR from Step 1 to
Customer Accounts Addresses Type and Complaint Sub Type.
Step 4.
View appears. 4. Save or Click Ctrl+S. Click on
User2: AOTR from Step 1 to Step 6
3. Click New to add a new address the Docket #. The Complaints
Go to services, enter service Id and with the Address Type field value Detail View appears.
click on Billing account. Select as Installation Address. 5. Click Submit. Based on the
Refunds tab. 4. Click Account Summary view details entered the complaint is
6. Click New. A blank record is tab which display the services submitted to either Clarity or
created and is highlighted in given to that particular AOTR.
yellow. customer.
WLL-TNF Connection
7. Select the Service Id (Ph#). 5. Select the Order Sub Type field
The Service Id (Ph#) associated as Shift Within exch w/o When the Landline-Fixed

with the corresponding Customer NumChg. connection is not feasible due to

Account appears. Select the outdoor cable fault, number not

6. Click Shift button. Two orders
available, accessories are not
Refund Reason Code. are created. One, with the Order
available , this service is initiated.
8. Select the Refund Type. Enter Type as Shift and Order Sub
the Request Amount as requested Type as Shift Within exch w/o When the out door staff
by the customer. NumChg (Child order or return the order to CRM due to TNF,

Reconnection order). Second then the order status becomes Not

9. Click Submit. An alert is sent to
order with Order Type as Shift Feasible and an alert will go to
the corresponding SSA AOTR.
and Order Sub Type as conserned CO for nessasary action.
10. Enter the Approved Amount
He can cancel, waitlist or create a WLL
and Click Approve. Otherwise Disconnect (Parent order or
TNF order. Login as CO and do the
reject the request. Shift-Disconnect order). The
following steps.
Orders Detail View of the Child
Shift Order Generation:
order appears. 1. to Home page Alerts.
Shift Types: Shift within 7. Select the Nature of Shift field Open the Landline Not
exchange With / Without number value under the More Info view Feasible order. Go to
change tab. menu. Click on Create WLL
TNF order.
Shift across 8. Click Accessory Check. Click
exchange With / Without number Validate. An alert is generated 2. Child order for WLL TNF will
change saying all the validations are be created and Landline

successful. order will be cancelled. Click

Shift of Landline within the Exchange
on Child Order tab and open
(without number change) 9. In case any outstanding
the child order.
amounts, then it will be
In this scenario, the
submitted to AO TR for approval. 3. Go to Line Items and click
customer can change the address
After approval only that order New. And proceed with
within the same exchange and can
can be submitted by CSR/AOTR. similar steps of Lanline order
retain the same phone number. Before
creation.
the Shift process is started, the new Creating a New Complaint
Installation Address should be (Technical / Billing/ Others)
provided in the Addresses View tab of
Complaint Types are Technical/Billing /
that particular customer. Otherwise,
Others
the new address should be entered
from the Orders Detail View. 1. Go to Trouble tickets menu
and Click Complaints. Click