1 WELCOME TO THE WIRELESS TRAIN-THE-TRAINER SESSION

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WELCOME TO THE WIRELESSTRAIN-THE-TRAINERSESSION

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Administrative Details

• Smoking Area• Breaks / Lunch • Turn Cell Phones and Blackberries To Vibrate• Course Material

– Instructor Manual– CD ROM

• Course Format– CBTs– Instructor Led Demo– Hands On With Devices– Trainer Teach Backs

• Program Schedule

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Program Schedule

Day 1 Day 2Welcome / Purpose of T3 Training

Class IntroductionsVideo and Discussion

Intermec CN3 Wireless DeviceWireless Basics - CBTs

Instructor Led Demo - Rio BasicsHands On - Rio Basics

Review Day 1DOAs / Former Install Activity Scenarios -

CBTsInstructor Led Demo - Close a DOA

Replacement SecondaryHands On - Close one DOA Replacement

Secondary and one Former ActivityTeach Backs (2 students)

Lunch Lunch

Install / Upgrade Activity Scenarios - CBTsInstructor Led Demo - Close an Upgrade

Replace SecondaryHands On - Close one Install and one Upgrade

Replace SecondaryTeach Backs (2 students)

Service / VIP / OOP Activity Scenarios - CBTsInstructor Led Demo - Close one Basic Service

ActivityHands On - Close one Basic Service Activity

Teach Backs (4 students)Pilot / Continual Training

Evening (on your own) Wrap-up Day 2

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Introductions

• Name and Location• Job Description• Training Experience• Siebel Experience• Class Expectations• Tell…

– Something Unique About Yourself, OR – Your Favorite Vacation Spot, OR – Something You’ve Always Wanted to Do and Never

Have…

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Wireless Handheld Video

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Wireless Device Benefits

• Improved Field Technician Productivity– Eliminate the need to call a dispatcher or HSP call center to

activate and close activities on most activity types.– Technicians can status, activate and close activities using their

wireless-based equipment units– Look into customer’s equipment history– Real time visibility to activity changes. Cancelled or rescheduled

activities are removed from the activity list view and order line item changes are updated on the OLI list view

– Individual view of equipment on hand (electronic)– Ability to delete non-serialized order line items without user

interaction– A single device doubles as a phone and activity status handler

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Wireless Device Benefits

• Automated And Streamlined Processes– Optimized, automated scheduling for technician routes

based on service region, schedule and skills (exceptions are handled manually by dispatchers)

– Automated equipment inventory management and tracking via bar code scanning

– End-to-end view by warehouse technicians into inventory transactions for DIRECTV components only

– Detailed, timely view into technician attendance and average daily activities completed

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Wireless Training

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Intermec CN3 Wireless Device

• Using the Intermec CN3 Wireless Device QRC – Section 3

• Onscreen Keyboard and Stylus– To show or hide the input panel keyboard, use the

stylus.– Tap the input panel icon.– Tap the keys with your stylus to type the following.

• Lowercase letters, tap the keys with the stylus.• Single uppercase letter or symbol, tap the shift key.• Multiple uppercase letter or symbols, tap the cap key.

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Stylus

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• Screen Icons– The screen icons listed

will appear on the navigation and command bars to provide applicable statuses.

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• Turn Device On / Off– To turn the device on, press

the yellow power button once.

– To turn the device off, press and hold the power button for about two (2) seconds.

• Note: By default, the device goes into a lower power mode or turns off after two minutes of inactivity. Press the Power button to resume activity at any time.

Power Button

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• Capitalize a Single Key Using The Device Keypad– To capitalize a single

character on the keypad, press the shift key, and then the character. To type all alphanumeric characters as uppercase letters, enable the caps lock feature on the keypad.

Shift Key

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• Caps / Num / Alt Lock On The Device Keypad– To enable the caps lock feature

(light stays green), press the orange key on the keypad once followed by the up arrow (shift) key. Press the same key sequence to disable the caps lock feature (sometimes required twice depending on if in caps lock or num lock / alternate.)

• Tap or double tap orange key to switch between alpha and numeric

– To enable the num lock / alternate features, press the orange key on the keypad twice. Press the orange key once to disable the num lock and alternate features.

Shift Key Numeric/Alternate Key (Orange)

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• Additional Keys On The Device Keypad– Space Bar Key– Enter Key

Enter Key

Space Bar Key

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• Additional Keys On The Device Keypad– Tab Key– Backlight Key

Tab Key

Backlight Key

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Access the Internet

• Click on the Start Button

• Click on Internet Explorer

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Select Internet Favorite Links

• Click on the Menu Button.

• Click on Favorites.

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Clear History and Cookies

• Select Tools from the drop down menu.

• Select Options from the drop down menu.

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Clear History and Temporary Internet Files

• Click on the Memory tab.

• Click on Clear History to clear previous URLs.

• Click on Delete Files to delete temporary internet files.

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Clear Internet Cookies

• Click on the Security tab.

• Click on Clear Cookies.

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Wireless Training

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Wireless Basics — CBTs

• Wireless Basics1. Using eTrust Identity Manager — Wireless2. Logging Into Rio — Wireless3. Using the Main Menu — Wireless4. Using the Menu Link — Wireless5. Using Links — Wireless6. Working with Lists and Forms — Wireless7. Working with Records and Fields — Wireless8. Logging Out — Wireless9. Reviewing and Acknowledging Today’s Activities — Wireless10.Viewing Truck Inventory and Today’s Equipment — Wireless11.Searching for Products in Inventory — Wireless12.Reviewing and Updating an Activity — Wireless13.Mapping the Customer’s Address — Wireless14.Updating Order Line Items and Capturing Parts Used —

Wireless15.Activating Using the Wireless Unit — Wireless16.Closing an Activity — Wireless

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Wireless Basics — Demo

• Instructor Led Demo– Log in – Navigate

• My activities• Truck inventory• Today’s equipment

– Equipment covered (on truck) – equipment required today– Equipment required (additional) – required today not on truck

• Activity detail– Receiver list

– Status activities– Log out– Handout activity / assets worksheets

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Wireless Basics — Hands On

• Trainers Hands On– Log in – Navigate– Status activities

• Status all activities to Acknowledged• Status the first Activity to En Route

– Log out

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Activity Scenarios — CBTs

• Install and Upgrade Activities– Install — Wireless– Install without Pending Services — Wireless– Upgrade Relocate — Wireless– Upgrade Swap Relocate on Secondary Receiver — Wireless– Upgrade Swap Relocate on Primary Receiver — Wireless– Upgrade Swap Replace on Secondary Receiver — Wireless– Upgrade Swap Replace on Primary Receiver — Wireless– Upgrade New Unit — Wireless

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Activity Scenarios— Demo

• Instructor Led Demo– Close one Upgrade Replacement On a Secondary

Receiver

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Activity Scenarios— Hands On

• Trainers Hands On– Each trainer will use their handheld wireless device

to perform the following tasks • Close one Install Activity• Close one Upgrade Replacement on a Secondary

Receiver

– Each trainer will complete the following when closing their activities

• Status the Activity• Add a comment (40’ ladder)• Add the DIRECTV Protection Plan• Close each OLI• Close the Activity

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Trainer Teach Backs

• Trainers Teach Back (30 Mins Each)– Two chosen trainers will teach back an assigned Activity to

the class using the URL on the trainer’s PC– Each trainer will…

• Have 5 – 10 minutes to prepare

• Have 10 – 15 minutes to show how to perform the following during their teach back

– Show the class how to use the QRC for their scenario

– Status the Activity

– Add a comment (40’ ladder)

– Add the DIRECTV Protection Plan

– Close each OLI

– Close the Activity

– Class feedback (5 – 10 mins)

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Trainer Teach Backs

• Trainer Teach Back #1– Technician CTOH000102 (Ironwood)

• Close one Install Activity

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Trainer Teach Backs

• Trainer Teach Back #2– Technician CTOH000113 (Mastec)

• Close one Upgrade Replacement on a Secondary Receiver Activity

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Wireless Training

• Wrap-up Day 1

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WIRELESS TRAIN-THE-TRAINER

All materials are proprietary, confidential and subject to change. Field Performance Management / Version 1.2.

Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Revised 10/10//08

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Documents

1 WELCOME TO THE WIRELESS TRAIN-THE-TRAINER SESSION