QUICK REFERENCE FOR CRM Name appears.

Select Billing where the demand note which

Account number from Pick list. has been generated for the
NPC (Manual Order) Select the Service Line as Basic requested services is seen. The
Phone Service; Service as Wire Make Payment button is active.
1. Click Customer Accounts. line, Service Type as Landline,
The Customer Accounts Home Service Sub Type as Landline 19. Click Make Payment. Once
View appears. Service Category , Installation the payment is made, a Receipt
Address and Usage code. Number is auto-populated in
2. Click Customer Account List. CRM.
The Customer Accounts List 10. Click Order Number. The
View appears. Orders Detail view appears. 20. Click Submit Order

3. Click New (in the upper 11 .Click Line Items. The Orders NPC (Auto Order)
applet). Enter Account Name Line Items View appears. Click
(Surname, Name) and Account New (in the lower applet). Enter : 1. Click Contacts screen. The
Type. Save the record and Nominee Name, Nominee Contacts Home View appears.
unique customer id is generated. Relation, Usage Code and
Product. 2. Click Contacts List link. The
4. Click Name. The Customer Contacts List View appears.
Accounts Detail View appears. 12. Click Customize. The
Product Configuration screen 3. Click New (in the upper
5. Click Address Tab .Click new appears. Select a Plan, Calling applet). A blank record is created
(in the lower applet). By default, Level, Facilities, Accessories, and is highlighted in yellow. Enter
the Address Type is selected as Deposit Schemes and Installation the information in all the
Installation Address. For House Schemes depending on the mandatory fields: Surname,
no. /Flat No. Click on Pickapplet. requirement of the customer. Name and Preferred
Click on New .Provide the details Communication. Click Ctrl + S.
and Save. If the Billing address is 13. Click Done. The Orders The record is saved.
same as the Installation address, Detail View appears.
Click Ctrl + B to copy the 4. Click Name. The Contacts
Installation address and select 14. Click Available Numbers. A Detail View appears.
the Address type as Billing list with all the available numbers
Address. for that particular exchange is 5. Click Address Tab .Click New
populated. Click OK. (in the lower applet). By default,
6. Click Contacts view tab. Click the Address Type is selected as
New. Enter Surname, Name, 15. Click Reserve Number. Installation Address. For House
Preferred Communication Once the number is reserved, the no./Flat No. Click on Pickapplet.
Method, and Preferred Accessory Check button is Click on New .Provide the details
Communication Language. enabled. and Save. If the Billing address is
same as the Installation address,
7. Click Billing Accounts View 16. Click Accessory Check. The Click Ctrl + B to copy the
tab. Click New. Enter Billing Order Sub Status becomes Installation address and select
Account Type, Billing Account Accessories Check Done. The the Address type as Billing
Sub Type, Frequency, Preferred feasibility of the accessories is Address.
Language Name, Bill Period, checked.
Billing Address, and Billing 6. Click Auto Order. The Orders
Correspondence Address. 17. Click Validate. If the Detail view appears. The
information provided is complete Customer Account, Billing
8. Click Orders screen. The and correct, then the order is Account and Order Header are
Orders Home View appears. validated. A message Validations created automatically.
are successful, appears.
9. Click Orders List link. The 7. Click Billing Accounts view
Orders List View appears. Click 18. Click Demand Note. The tab. The Orders Billing
New. A record with the Customer Demand Note view appears Accounts View appears. Enter

1
the information in the mandatory 16. Click Make Payment. Once 8. Click Landline Order
fields: Frequency, Bill Type, the payment is made, a Receipt Number. The corresponding
Preferred Payment, Bill Media, Number is auto-populated in Landline Order appears.
Bill Period, and Preferred CRM.
Language Name. 9. Click Submit Order of
17. Click Submit Order landline.
8. Click Line Items. The Orders
Line Items View appears. Click NPC with Broadband provision 10. Click Child Order View tab.
New (in the lower applet). Enter The Orders Child Order View
the information in the mandatory To create a new Broadband appears.
fields: Nominee Name, Nominee Provision, first create a new
Relation, Usage Code and phone connection by Auto Order 11. Click the Order No. The
Product. or Manual Order. Before going Broadband Order Details View
for Validate select Broadband appears.
9. Click Customize. The Product Required Flag as Y and Click
Configuration screen appears. Validate. Then Follow On 12. Click Submit Order of
Select a Plan, Calling Level, button will be enabled to go with broadband. Order is submitted for
Facilities, Accessories, Deposit the broadband order creation. further processing.
Schemes and Installation
Schemes depending on the 1. Click Follow On BB Order. Broadband Provision for
requirement of the customer. The Broadband Orders Detail existing Landline
view appears
10. Click Done. The Orders 1. Click Services. The Services
Detail View appears. 2. Click Customize. Click Home View appears.
11. Click Available Numbers. A Broadband, Select Broadband
list with all the available numbers Plan, Modem Types, Static IP 2. Enter the Service ID in the
for that particular exchange is Component, Facilities, Deposit Service ID (Ph #) field.
populated. Click OK. Schemes, Rental Schemes and
Installation Schemes. 3. Click Go. The Services Detail
12. Click Reserve Number. View appears with the service
Once the number is reserved, the 3. Click Done to accept all the associated with the particular
Accessory Check button is information provided. The Service Id.
enabled. Broadband Detail View appears
with the selected products under 4. Click the Account Name.
13. Click Accessory Check. The the Line Items tab.
Order Sub Status becomes 5. Select the Order Sub Type
Accessories Check Done. The 4. Enter User Id and Email field values as Broadband
feasibility of the accessories is against the Broadband product. Provision.
checked. 5. Click User Id Creation. The
User Id is created. 6 Click Modify. The Broadband
14. Click Validate. If the Detail View appears.
information provided is complete 6. The Demand Note button 7. Click Customize. Click
and correct, then the order is becomes active. Click Demand Broadband, Select Broadband
validated. A message Validations Note. Plan, Modem Types, Static IP
are successful, appears. Component, Facilities, Deposit
7. Click Landline order view tab. Schemes, Rental Schemes and
15. Click Demand Note. The The Landline Orders View Installation Schemes.
Demand Note view appears appears.
where the demand note which 8. Click Done to accept all the
has been generated for the Note: It is required to submit the information provided. The
requested services is seen. The landline order before the Broadband Detail View appears
Make Payment button is active. Broadband order can be with the selected products under
submitted. the Line Items tab.

2
9. Enter User Id and Email 9 Click Validate. The Sub Status
against the Broadband product. 4. Click the Account Name. By field value changes to Validation
default, the Account Summary Successful.
10. Click User Id Creation. The View appears.
User Id is created. 10 Click Demand Note. A
5. Select the Order Sub Type Demand Note for the requested
11. Click Demand Note field values as Broadband plan is generated.
Disconnect
13. Click Make Payment. Once 11 Click Submit Order. The
the payment is made, a Receipt 6 Click Disconnect Broadband. order is submitted
Number is auto-populated in Orders View appears.
CRM.
7. Select LL plan if Combo plan is Change of Number
14. Click Submit Order. The selected for BB.
order is submitted. 1. Click Services. The Services
8. Click Submit Order Home View appears.
Disconnect Landline Order
(Voluntary Disconnection/ Landline modify (Change of 2. Enter the Service ID in the
Closure) plan) Service ID (Ph #) field.

1. Click Services. The Services 1. Click Services. The Services 3. Click Go. The Services Detail
Home View appears. Home View appears. View appears with the service
associated with the particular
2. Enter the Service ID in the 2. Enter the Service ID in the Service Id.
Service ID (Ph #) field. Service ID (Ph #) field.
4. Click the Account Name. By
3. Click Go. The Services Detail 3. Click Go. The Services Detail default, the Account Summary
View appears with the service View appears with the service View appears.
associated with the particular associated with the particular
Service Id. Service Id. 5.Select the Order Sub Type
field values as Indicator
4. Click the Account Name. By 4. Click the Account Name. By Change.
default, the Account Summary default, the Account Summary
View appears. View appears. 6 Click Modify. An order with
Order Type as Modify is created.
5. Select the Order Sub Type 5. Select the Order Sub Type
field values as Disconnect field values as Change in 7. Click Available Numbers. A
Service. list of numbers available for that
6 Click Disconnect. Orders View particular exchange appears.
appears. 6 Click Modify. The Detail View Select a number from the list.
appears.
7. Click Submit Order. 8. Click Reserve Number. The
7 Click Customize. Click Plans number selected is reserved.
Disconnect Broadband (This tab is selected by default).
Change the plan by selecting a 9. Click Submit Order.
1. Click Services. The Services plan requested by the customer.
Home View appears.
8 Click Accessory Check. The
2. Enter the Service ID in the Sub Status field changes from Centrex
Service ID (Ph #) field. Pending to Accessory Check
3. Click Go. The Services Detail Done. 1. Click on Orders screen.
View appears with the service
associated with the particular 2. Click on Centrex Group. Click
Service Id. on new.

3
3. Enter name for Centrex . 18. Click Done. The Orders 5. Enter account name of
Select Circle, SSA. Detail View appears. Customer .Click Go

4. Click on Centrex Name. 19. Click Available Numbers. A 6. If its new customer Create
Centrex view page opens list with all the available numbers Address, contact, Billing account.
for that particular exchange is
5. Click New in Centrex group id populated. Click OK. 7. Click on Orders .Click on new.
block.
20. Click Reserve Number. 8. Select Billing account and
6. Enter No. of connection and Once the number is reserved, the provide details as NPC.
exchange. Accessory Check button is
7. Click on Approve. Centrex enabled. 9. Select ISDN name from
group get approved Picklist to which the customer
21. Click Accessory Check. The wants to get added.
8. Click on Reserve Number Order Sub Status becomes
.Numbers get reserved for Accessories Check Done. The 10. Click on Order no.
Centrex. feasibility of the accessories is
checked. 11. Click on ISDN Group .Enter
9. Click On Account screen. no. of junctions, no of extension,
10. Enter account name of 22. Click Validate. If the no. of incoming and no of
Customer .Click go information provided is complete outgoing.
and correct, then the order is
11. If its new customer Create validated. A message Validations 12. For DID facility, Click the DID
Address, contact, Billing account. are successful, appears. Flag.

12. Click on Orders .Click on 23. Click Demand Note. The 13. For ISDN PRI, provide
new. Demand Note view appears preferred number.
where the demand note which
13. Select Billing account and has been generated for the 14 .Click Line Items. The Orders
provide details as NPC. requested services is seen. The Line Items View appears. Click
Make Payment button is active. New (in the lower applet). Enter:
14. Select Centrex name from Nominee Name, Nominee
Pick list to which the customer 24. Click Make Payment. Once Relation, Usage Code and
wants to get added. the payment is made, a Receipt Product.
Number is auto-populated in
15. Click on Order number. CRM. 15. Click Customize. The
Product Configuration screen
16. Click Line Items. The Orders 25. Click Submit Order appears. Select a Plan, Calling
Line Items View appears. Click Level, Facilities, Accessories,
New (in the lower applet). Enter : Deposit Schemes and Installation
Nominee Name, Nominee Schemes depending on the
Relation, Usage Code and ISDN requirement of the customer.
Product.
1. Click on Orders screen. 16. Click Done. The Orders
17. Click Customize. The Detail View appears.
Product Configuration screen 2. Click on ISDN Group. Click on
appears. Select a Plan, Calling new. 17. Click Available Number. A
Level, Facilities, Accessories, list with all the available numbers
Deposit Schemes and Installation 3. Enter ISDN name and select for that particular exchange is
Schemes depending on the type (ISDN BRI or ISDN PRI) populated. Click OK.
requirement of the customer.
4. Go to Account screen 18. Click Reserve Number.
Once the number is reserved, the

4
Accessory Check button is Request type Change Type and 2. Click Account Name. Click
enabled. Change Sub Type. Addresses view tab. The
Customer Accounts Addresses
19. Click Accessory Check. The 2. Drilldown on the request View tab appears.
Order Sub Status becomes number and Click Submit. The
Accessories Check Done. The status of the Service Request 3. Click New to add a new
feasibility of the accessories is changes to Submitted. An alert is address with the Address type
checked. generated to the AOTR in the field value as Installation
Homepage of the CRM Address.
20. Click Validate. If the application.
information provided is complete 4. Click on the Account
and correct, then the order is 3. Click Alert #. The Services Summary view tab.
validated. A message Validations Service Requests List View
are successful, appears. appears. AOTR can either 5. Select Order Sub Type field
Approve/Reject the Service as Shift Within exch w/o
21. Click Demand Note. The Request. NumChg.
Demand Note view appears
where the demand note which 4. Click Approve. The Status of a 6. Click Shift Button. Two orders
has been generated for the Service Request changes to are created. One, with the Order
requested services is seen. The Approved. The desired request is Type as Shift and Order Sub type
Make Payment button is active. updated in the Service. as Shift Within exch w/o
NumChg. (Child Order or
22 Click Make Payment. Once 5. Click Reject. The status of the Reconnection Order). Second
the payment is made, a Receipt Service Request changes to order with Order Type as Shift
Number is auto-populated in Rejected. and Order Sub Type as
CRM. Disconnect (Parent Order or
Shift Order Generation: Shift Disconnect Order) The
23. Click Submit Order. Orders Detail View of the child
Shift Types: Shift Within order appears.
Creating a Service Request Exchange ->With/Without
Number Change 7. Select the Nature of Shift field
Account Related: Address value under the More Info view
Proof, Identification Proof, Name Shift Across Exchange-> tab.
Corrections, Influential Contact, With Number Change
Preferred method of contact... 8. Click Accessory Check. Click
Shift of Landline within Exchange Validate. An alert is generated
Billing Related: Bill Media (without number change) saying all the validations are
Change, Bill Statement, Tax successful.
Exemption, Billing Address In this scenario, the customer can
changes Bill frequency change the address within the 9. In case any outstanding
same exchange and can retain amount it will be submitted to
The service requests are the same phone number. Before AOTR for approval. After the
generated with the following the Shift process is started, the approval the order can be
logins: new Installation Address should submitted.
be provided in the Address View
User 1: CRS Step 1 to 2 User2: tab of that particular customer. Creating a New Complaint
AOTR Step 3 to 5 Otherwise, the new address (Technical / Billing /Others)
should be entered from the Order
To create a new Service Detail view. Complaint Types are Technical /
Request: Billing / Others
1. Click Services. Enter the
1. Go to Service Requests. Click phone number with STD code 1. Go to Troubled Tickets
on SR List. Click New. Enter (010-21212121). Click Go button. menu and Click Complaints.
phone # and Select desired

5
Click New. A New Complaint row
is created with Docket#.

2. Enter the Phone Number in the

service id field.

3. Select the desired Complaint

Type and Complaint Sub Type.

4. Save or Click Ctrl+S Click on

the Docket #. The Complaints
View appears.

5 Click Submit. Based on the

details entered the complaint is
submitted to either Clarity or
AOTR.

WLL TNF Connection

When the Landline- Fixed

connection is not feasible due to
outdoor cable fault, number not
available, accessories are not
available, this service is initiated.

When the outdoor staff return the

order to CRM due to TNF, then
the order status become Not
Feasible and an alert will go to
concerned CO for necessary
action. He/She can cancel waitlist
or create a WLL TNF order. Login
as CO and Do the following
steps.

1. to Homepage -> Alerts. Open

the Landline Not Feasible
Order. Go to the menu. Create
the WLL TNF order.

2. Child order for the WLL TNF

will be created and the Landline
order will be cancelled. Click on
the Child Order tab and open
the child order.

3. Go to the Line Items and Click

New. And Proceed with the
similar steps of Landline Order.