B2B

Contact Module

1
Notes Booking Process Flow Chart

Enter smartcard no.

Check if
correct

No
Display Yes
search page
again

Get all subscriber data and display

Select category, Reason, Products, contact

method and provide problem description and
action taken

Submit and save.

DB

It will output note number

for ref.

End

2
Description:
CSRs are typically required to log incoming customer calls (contacts). The IBS 5.4 contact logging feature enables
you to track contact history by logging the following elements:

 Date and time of the contact

 Method of contact
 Explanation of issue
 CSR who handled the contact
 Required follow-up actions.

If the contact requires follow-up, the CSR can assign the follow-up task to a particular user or user group, or
generate a work order for a service technician or engineer.

Book Notes
There are two ways to book a note By Customer Number or Smartcard Number

Required Fields:

 Category: Select the category such as:

1. Emails (Feedback)
2. In-Bound notes
3. Marketing and promotions
4. Outbound - Welcome Calls
5. Renewal(Churn)
6. Retention
7. Sales & Activation
8. Agent-dealer sales
9. Billing
10. CNBC compensation
11. Cancellations
12. Downgrades
13. Reconnections
14. SC Swap
15. Sleep mode
16. Subscription
17. Technical
18. Welcome Call

 Reason: When you select the category the reason Field Will be Load.

 Product: Select one of the products that the smartcard contain it.

 Contact Method: Fax, telephone, email

 Problem Description

 Action Taken

 Users

3
Business Rules Implemented:

1. Validate smartcard
2. Cross migration not allowed.
3. If Category is U (Smartcard Swap)
Check the reason no,
 If it is 1710 (Pehla VA box-Not chargeable) or 1711 (Pehla VA box chargeable 25$) then check if
NOTE request already booked before or not, if booked then exit and display message otherwise
proceed.

4. Check if selected category is N (downgrade) or F (cancellation) then you must check the activation date it
must be grater or equal to the current date.

5. Check if selected reason is 987 (Subscription Adjustment) or K (Change of MOP & CC details) or 3 (Billing)
then take care about credit card input.

6. Check if reason no is 1657 (AJS WORLD CUP ACTIVATION) then update the respective database table.

7. Problem description should not exceed 240 characters.

This screen is calling below Web service to get the data.

http://172.16.254.96/MCMEWS/Subs.asmx

Web Methods Used

NOTESVALIDATION( )
GETSUBSCRIBERPACKAGE( )
GETSMSLOCALMOBILENO( )
GETSMSSEQUENCENO( )
GETSHPSNR( )
GETPRODUCT1( )
GETPRODUCT( )
GETCONTACTCATEGORY( )
GETCCCHANGESEQUENCENO( )
GETSHSEQUENCENO( )
INSERT_HISTORY( )
INSERT_CCCOMPLIANTDETAIL( )
LOAD_PRODUCTS1( )
LOAD_PRODUCTS( )
GETCONTACTSTATUS( )
LOADCONTACTMETHOD( )
LOADCOMPLIANTDETAIL( )
LOAD_REASON( )
LOADCATEGORY( )
LOAD_USERS( )
CHECK_SMART_CARD_NUMBER( )
CHECK_DECODER_NUMBER( )
CHECKPROSPECT( )

Database Table
SBA.CCCOMPLAINTDETAIL
SBA.SMS_CLIENT_ID
SBA.CONTACT_SC_INFO
4
IBSADMIN.CHISTORY
IBSADMIN.PRODSUBS
IBSADMIN.DECODERS
IBSADMIN.SUBSCRIB
IBSADMIN.K_SLEEP_NOCONTACT
IBSADMIN.SUHISTOR
IBSADMIN.DEPOTS
IBSADMIN.CALLCAT
SRASHID.WEBCONNECT

Sequence Used

SBA.SMS_BGQUEUE
SBA.CC_CHANGE_SEQ

Screen Shots

Step # 01

Step # 02

5
View and Edit Notes Process

Input e.g. Smartcard

If smartcard

Yes
If input length=
10 or 11
No

Yes
Display data based on
No criteria.

Edit
Note
Print
s

Select Particular record

Yes
If status is
COMPLETE

No

Update Action Date/

Status and Action Taken.

Save or Cancel

End

6
View Notes

View notes used to search and view the booked notes by providing the below criteria.

 Smartcard No (Must equal to 10 or 11 digits)

 Note No
 Date Range
 Status
 Category
 Notes Assigned By Current User
 Note Assigned For Current User
 Show All Notes

After getting data user can select particular note and print it or edit it.

Edit Notes

In edit note user can update the note status, action date and action taken. This process is used to close the
opened note.

This screen is calling below Web service to get the data.

Web Methods Used

NOTESVALIDATION( )
GETSUBSCRIBERPACKAGE( )
GETSMSLOCALMOBILENO( )
GETSMSSEQUENCENO( )
GETSHPSNR( )
GETPRODUCT1( )
GETPRODUCT( )
GETCONTACTCATEGORY( )
GETCCCHANGESEQUENCENO( )
GETSHSEQUENCENO( )
INSERT_HISTORY( )
INSERT_CCCOMPLIANTDETAIL( )
LOAD_PRODUCTS1( )
LOAD_PRODUCTS( )
GETCONTACTSTATUS( )
LOADCONTACTMETHOD( )
LOADCOMPLIANTDETAIL( )
LOAD_REASON( )
LOADCATEGORY( )
LOAD_USERS( )
CHECK_SMART_CARD_NUMBER( )
CHECK_DECODER_NUMBER( )
CHECKPROSPECT( )

Database Table
SBA.CCCOMPLAINTDETAIL

7
SBA.SMS_CLIENT_ID
SBA.CONTACT_SC_INFO
IBSADMIN.CHISTORY
IBSADMIN.PRODSUBS
IBSADMIN.DECODERS
IBSADMIN.SUBSCRIB
IBSADMIN.K_SLEEP_NOCONTACT
IBSADMIN.SUHISTOR
IBSADMIN.DEPOTS
IBSADMIN.CALLCAT
SRASHID.WEBCONNECT

Sequence Used

SBA.SMS_BGQUEUE
SBA.CC_CHANGE_SEQ

Prospect Customers

This process introduced to capture the callers details (i.e. Name, Mobile, date of birth and language etc.) who
enquired about PEHLA product. By marking them as a prospect customer system will send them future promotion
via email or SMS or by call. After booking the prospects customer user can book a NOTE for prospect customer
as well from View Prospect screen.

8
Swap Smartcard Process Flow

Input Old Smartcard

Validatio
n
No

Yes

Input New
Smartcard

Select Dealer,
Reason.

End

If reason is
chargeable Capture HW

No Yes

No
Yes
Select Smartcard
price, decoder price, Check if
MOP, CC and CC H/W
Expiry product
exist

Insert Swap request

Submit

Validations Deduct from dealer

credit limit

No

9
Description

Swop smartcard process is used to swap old to new smartcard due to many reason e.g. Version change, broken or
damaged or replacement. There are two options are available for SWAP.

1. Chargeable

There are many payment options.

 Dealer collection (This option will deduct the charges from dealer’s credit limit)
 Cash (Subscriber will pay by cash)
 CC (Subscriber will pay by CC)

2. Non Chargeable

When swapping the smartcard system will make sure if connect hardware is already exist with the subscriber or
not. If not exist then system has to capture hardware product as an ADDON product.

Business Rules Implemented:

1. Check if smartcard version is VIACCESS.

a. If Card is on Subscriber status as well as Sleep status is also TRUE then proceed
b. If Card is not on subscriber status and also note is not booked then display error message and exit.
c. If Card is on subscriber status and note is not booked then display error message and exit.
d. If Card is not on subscriber status and booked then display error message and exit.

2. Check if smartcard is not in blocked list.

3. Check the customer type. Below types are not allowed.
 I In company demo
 H Hotels
 V VIP - ART / PEHLA / FNET)
 Y VIP Others
4. Check old smartcard and new smartcard number must be different.
5. Check the CI if any swop request is in pending.
6. Cross migration is only allowed to ADD-JA dealer.
7. For Saudi Dealers only 3 FREE SWOPS per year allowed.
8. Check both viaccess smartcard and decoder exist.
9. Check inventory stock for SDD-JEDDAH.
10. Check connect hardware exist or not. If exist then do swop only otherwise capture hardware as an ADDON
(Chargeable).

Swap Report

Swap report is used to display total swap request completed by Date and Country.

Database Tables Used

1. IBSADMIN.DEPOTS
2. IBSADMIN.METHOPAY
3. IBSADMIN.PRODSUBS
4. IBSADMIN.PRODUCTS
5. IBSADMIN.DECODERS
6. IBSADMIN.METHOPAY
10
 7. IBSADMIN.GENENTTY
8. IBSADMIN.REASONS
9. IBSADMIN.SUHISTOR
10. IBSADMIN.CHISTORY
11. IBSADMIN.P_SLEEP_PEHLA
12. IBSADMIN.SUINVOIC
13. IBSADMIN.SUBSCRIB
14. IBSADMIN.COUNTRY
15. IBSADMIN.ADDRESS
16. BILLENGINE.WEB_MOP
17. BILLENGINE.HARDWAREPROMOTION
18. SRASHID.FT_DLRCONFIG
19. SRASHID.WEBCONNECT
20. SRASHID.TEST_F
21. SRASHID.WEBCONNECT
22. MDERECHO.MDT_PRODPACKAGE
23. SBA.SMSPACKAGES
24. SBA.FT_DLRCREDITDETAILS
25. VIACCESS.VIACCESS_PAIRING

Functions Used

1. IBSADMIN.HWCHECK_ACTIVE()
2. IBSADMIN.HWCHECK2_ACTIVE()
3. BATCH.BATCH_GET_SUBSTYPE()

11
Call Back Process Flow Chart

Display
B2 on B2B
DB
C

User selects a request

Yes Booked No
by
another
user?

Get the user ID

Mark the status

and get the job
No done.
Logged
user id=
booked
user id
End

Yes

Do Nothing

12
Description:

This process is introduced to cater feedback data from B2C subscriber where a subscriber or a prospect customer
can put his/ her request using PEHLA website. These requests can be any type i.e. Credit Card changing request,
Credit Card insertion request, Interested in subscription or any technical problem/ help. After that Call Center
agents has to call back them and sorting out the issue.

Callback Categories

1. Renew Subscription
2. Upgrade Subscription
3. Refresh Signal
4. Update Credit Card Information
5. Contact Me
6. Update Contact Information
7. Forgot Username or Password
8. Problem With Sign-Up
9. Redemption
10. New Subscription
11. Smartcard Activation
12. Billing Enquiry
13. General Enquiry
14. Feedback

Callback Status

1. I Incomplete
2. B Booked (by another CSR agent)
3. D Done
4. X Cancelled

Business Rules Implemented:

 User A cannot perform any action (Complete, Book or Cancel) on requests marked by user B.
 If user A booked selects a request from the list the system will immediately mark as BOOKED by this user
for two hours.
 Every time an agent is querying the database to check the callback entries system is checking for booked
entries as well and if any booked entry is in pending state more than two hours system will automatically
mark it as incomplete, hence another user can select this request.
 When the CSR marks an entry to Completed, he/she has to write a remark in the text box.

13
Database Diagram

14
Subscribers Credit Card Insertion Process Flow Chart

Display
B2 on B2B
Sba.Subscriber_CC_Detail
C

User selects a request

Yes Booked No
by
another
user?

Get the user ID

Mark the status

and get the job
No done.
Logged
user id=
booked
user id
End

Yes

Do Nothing

15
Description:

This process is introduced to capture add new, remove and update Credit Card details on subscriber’s request
submitted online through PEHLA B2C portal. After login to the PEHLA B2C portal subscriber can submit a request
and then CSR has to call them back for necessary action.

Callback Categories

1. Insert
2. Update
3. Delete

Callback Status

5. I Incomplete
6. B Booked (by another CSR agent)
7. D Done
8. X Cancelled

Business Rules Implemented:

 User A cannot perform any action (Complete, Book or Cancel) on requests marked by user B.
 If user A booked selects a request from the list the system will immediately mark as BOOKED by this user
for two hours.
 Every time an agent is querying the database to check the callback entries system is checking for booked
entries as well and if any booked entry is in pending state more than two hours system will automatically
mark it as incomplete, hence another user can select this request.
 When the CSR marks an entry to Completed, he/she has to write a remark in the text box.

Database Diagram

16
B2C Prospect Customer’s Process Flow Chart

Display
B2 on B2B
DB
C

User selects a request

Yes Booked No
by
another
user?

Get the user ID

Mark the status

and get the job
No done.
Logged
user id=
booked
user id
End

Yes

Do Nothing

17
Description:

This process is introduced to capture online requests submitted through PEHLA B2C portal in which future
subscriber showed interest in purchasing PEHLA subscription. B2C web will capture necessary detail into callback
database.

Callback Status

9. I Incomplete
10. B Booked (by another CSR agent)
11. D Done
12. X Cancelled

Business Rules Implemented:

 User A cannot perform any action (Complete, Book or Cancel) on requests marked by user B.
 If user A booked selects a request from the list the system will immediately mark as BOOKED by this user
for two hours.
 Every time an agent is querying the database to check the callback entries system is checking for booked
entries as well and if any booked entry is in pending state more than two hours system will automatically
mark it as incomplete, hence another user can select this request.
 When the CSR marks an entry to Completed, he/she has to write a remark in the text box.

Database

18
Export Complaints Process Flow Chart

Notes
Bookin DB
g

Enter Date Range

And Submit

Display
booked

Export to text file

End

Description

This process is used to extract requests booked under Technical category through book notes section. After getting
report system has the ability to export data into text file which will be given to technician for further action.
This report is calling below Web service to get the data.
http://172.16.254.96/MCMEWS/Subs.asmx

Database used to extract data

1. IBSADMIN.ADDRESS
2. IBSADMIN.CALLCAT
3. IBSADMIN.CSTATUS
4. IBSADMIN.CHISTORY
5. SBA.CONTACT_SC_INFO
6. IBSADMIN.USRNAMES
7. IBSADMIN.REASONS

19