Cancellation Process There would be a provision to cancel the order till indoor task on new provision orders.

Cancellations also allowed at modify and delete orders from clarity. Cancellation Process in Clarity: Following are the common steps to cancel the order at any task in clarity. 1. Select one of the reasons from the LOV of HALT REASON attribute. 2. Fill the FEEDBACK attribute with proper comments. 3. Close the task.(If it is manual task then update the task status to COMPLETED else update the task status to CLOSED.) 1. New Provision Landline, PCO, ISDN PRI, ISDN BRI and WLL services:

Once the new provision order is submitted to clarity , the task flow would be as below for any wireline service (Landline, PCO, ISDN PRI, ISDN BRI):

IDENTIFY LINEMAN

OUTDOOR

MDF

INDOOR

FINAL TESTING

For WLL Services(WLL_FIXED,WLL_MOBILE,WLL_EVDO,WLL_NIC):

OUTDOOR

INDOOR

FINAL TESTING

At IDENTIFY LINEMAN in progress:

o At IDENTIFY LINEMAN task, the JTO/SDE can initiate cancellation due to

reasons like Wrong Sublocality, Wrong Address, Customer Initiated, Change in Urban/Rural and defaulter premises. Please refer the below screen shots.

At OUTDOOR in progress: o At outdoor, the JTO can initiate cancellation due to reasons like Wrong Sublocality, Wrong Address, Customer not Interested, Change in Urban/Rural, customer premises too long and defaulter premises. Once the order is cancelled at Clarity, the update goes to CRM and an alert is created for CO approval.

At MDF in progress:

At MDF, the JTO cannot cancel the service since there would be no reason of non feasibility.

At INDOOR in progress:

o At INDOOR, the indoor JTO can cancel the service order with Indoor not
feasible as a reason. Please refer to the below screen shots:

Rollback tasks would be generated for MDF and Outdoor activities.

At FINAL TESTING in progress: o Neither CRM nor Clarity can cancel the service order at this stage.

Note: For WLL cases, there would be no MDF task. CRM can initiate cancellation only till Outdoor task in progress. Clarity can initiate cancellation till INDOOR in progress. 2. New Provision order for Broadband over Landline and PCO services Once the BB provision order is submitted to clarity , the task flow would be as below:

BB MDF

P2.2

N/ W Typ e

P3

BB FEASIBILITY

BB OUTDOOR

P2.2 ACTIVATION

NIB ACTIVATION

BB OUTDOOR

CLOSE SO

At BB MDF in progress: o At MDF, the JTO can cancel the order due to reasons like technically not feasible, prepaid not feasible and dslam ports not available.

P2.2 - At BB Feasibility in progress:

o The Outdoor JTO can cancel the order with a valid reason. Once the order is
cancelled, an MDF work order would be generated to revert the MDF activity.

P2.2 - At P2.2 Activation in progress:

o At P2.2 Activation, the SDE NIB can cancel the service order with PLAN NOT
FEASIBLE as a reason. He can enter the actual reasons in the FEEDBACK attribute which is passed to CRM. Please refer to the below screen shots:

Rollback task would be generated for BB MDF.

P2.2 - BB Outdoor in progress: o Neither CRM nor Clarity can cancel the service order at this stage.

P3 - BB Outdoor in progress: o The Outdoor JTO can cancel the order with reasons like technically not feasible, customer initiated, no stock of modems and cable pair faulty. Once the order is cancelled, A MDF work order would be generated to revert the MDF activity.

P3 - At NIB Activation in progress: o Neither CRM nor Clarity can cancel the service order at this stage. Note: For a service order with static ip request, a static ip allocation task would be there after BB Feasibility for P2.2 and after MDF for P3 network. Order cannot be cancelled at this point from Clarity. 3. Modify scenarios for Landline, PCO, ISDN BRI, ISDN PRI and WLL services: Following are the possible list of modify scenarios: Accessory Provision. Facility Provision Combination of both Accessory & Facility Change of Number

The taskflow for a typical modify order would be as below :

OUTDOOR Accessory, Change of Number scenarios Change of Number scenarios Facility, Change of Number (IND)NUM_DEL(((scen arios(IND)NUM Change of Number scenarios

MDF

INDOOR

FINAL TESTING

At Outdoor task in progress: o At Outdoor, the JTO can cancel the order due to reasons like technically not feasible and customer initiated.

At MDF task in progress: o CRM can initiate customer initiated cancellation which would hit clarity and the order would be cancelled. A rollback task would be generated for Outdoor.

At MDF, the JTO cannot cancel the service since there would be no reason of non feasibility.

At Indoor task in progress:

o At INDOOR, the indoor JTO can cancel the service order with technically not
feasible/Indoor not feasible as a reason. He can enter the actual reasons in the FEEDBACK attribute which is passed to CRM. Rollback task would be generated for Outdoor and MDF activities.

Final Testing task in progress: o Neither CRM nor Clarity can cancel the service order at this stage.

Additional Details: For scenarios like Add/Del DIDs and Add/Delete from Centrex or CH group, no cancellation option would be available. o Except for the fact that WLL service does not have MDF task in any case, all other scenarios hold good for cancellation. o In case of Change of number MDF,IND_NUM_DEL ,IND_NUM_ADD & INDOOR tasks would be inserted on the order. Cancellation is allowed at IND_NUM_DEL tasks . If IND_NUM_DEL task is completed then cancellation is not allowed from the remaining tasks in clarity(i.e cancellation not allowed at IND_NUM_ADD,INDOOR tasks) o Cancellation is allowed at all INDOOR tasks. In case of change of number if IND_NUM_DEL task is completed then cancellation is not allowed at INDOOR task 4 Modify orders for BB Over Landline and PCO services:

Following are the possible list of modify scenarios:

Change in Acquisition type Accessory(Change of Modem) Change of Plan Add IP Delete IP Broadband Static IP change Broadband Network Change Change in EMAIL-ID Combination of Modem & Acquistion type Change Combination of Plan & IP requests

The taskflow for a typical modify order would be as below :

BB OUTDOOR

Accessory, Acquisition type change Add/Delete/Change in Static IP

IP ALLOCATION

P2.2 Or P3

P2.2 ACTIVATION

NIB ACTIVATION

Change of Plan/Email ID Facility change scenarios

INDOOR

CLOSE SO

At BB Outdoor task in progress: o Same as BB Outdoor in broadband provision order. At IP Allocation in progress: o CRM can initiate customer initiated cancellation which would hit clarity and the order would be cancelled. A rollback task would be generated for Outdoor if applicable. Clarity cannot initiate cancellation at this stage.

P2.2 - Activation task in progress: o Same as P2.2 Activation in BB provision order. There would be rollback task created for BB Outdoor if applicable.

P3 NIB Activation or Indoor task in progress: o Neither CRM nor Clarity can cancel the service order at this stage.

Note: In case of network change, cancellation is allowed at Clarity at MDF task which is the first task. Later cancellation is allowed from neither CRM nor Clarity.

5. Broadband Disconnection Over Landline and PCO services:

The taskflow for a BB disconnection order would be as below :

P2.2
P2.2 Or P3

P3

P2.2 DEACTN

NIB DEACTN

BB DEL MDF

BB OUTDOOR

CLOSE SO

At P2.2 Deactivation task, the order can be cancelled by the SDE NIB with customer initiated reason. Once the P2.2 deactivation task is completed, there would not be any provision for further cancellations. IN P3 service disconnection flow, we cannot cancel at any stage since the very first task is a system task sent to NIB system for profile deletion. 6. Permanent Disconnection for Landline (having BB), PCO (having BB), ISDN BRI, ISDN PRI and WLL services

Clarity: The taskflow for a permanent disconnection order for LL and PCO services having BB would be as below :
P2.2
P2.2 Or P3

P3

INDOOR

P2.2 DEACTN

INDOOR

NIB DEACTN

MDF

OUTDOOR

CLOSE SO

The taskflow for a permanent disconnection order for LL, PCO, ISDN and WLL services would be as below :

INDOOR

MDF

Would not be present in case of WLL

OUTDOOR

FINAL TESTING

In case of LL+BB disconnection, cancellation is possible from Clarity only for P2.2 network at P2.2 Deactivation task/Indoor task. Further to this there is no cancellation possible at Clarity. Note: 1. While cancelling at P2.2 deactivation, there would be a check if Indoor task is also in progress. If it is completed then cancellation is not allowed at P2.2 deactivation task from clarity. 2. While cancelling at Indoor task, there would be a check if P2.2 Deactivation task is also in progress. If it is completed then cancellation is not allowed at Indoor task from clarity. 3. Indoor JTO/SDE NIB can cancel the disconnection order with Customer initiated as a reason. He can enter the actual reasons in the FEEDBACK attribute which is passed to CRM.Please refer to the below screen shot:

Additional Details: In case of only LL disconnection, order can be cancelled at Indoor task with customer initiated reason. No cancellations are allowed in case of Shift Disconnections. No cancellations are allowed from CRM in (normal & Shift) disconnect orders. No cancellations are allowed for Suspend & Restore Orders. No cancellations are allowed for fault orders in clarity. No cancellations are allowed for OFFLINE orders in clarity.