Activations & Closures New Install Activities - WordPress.comAfter finding the Activity, confirm all details in the database are set appropriately. Listed below are the details you

Activations & ClosuresNew Install Activities

Copyright © 2011 DIRECTV. Unpublished work. All rights reserved. All materials are proprietary and confidential. Technology information released after March

2011 may not be included in the material.

C:\Documents and Settings\a05168\My Documents\Daily Working Files\A_C_New Installs\Workbook\New_Installs_1_10_12

Version 1.0.0January 11, 2012 3:31 PM

Changes Log

Date Page# Action

12/29/11 15 Edited Step 1: Click Order Line Items.

12/29/11 20 Added Quick Review and Next Steps box

12/29/11 21 Edited Step 1: Click ReturnToTruckRoll to access Activity screen.

12/29/11 21 Added Quick Review and Next Steps box

12/30/11 7-10 Changed order of checklist for confirming info: Must change Property status before Activity status, otherwise an error message will appear.

1/09/12 16 Added call out for submitting OLIs for receivers vs. serialized KA/KU LNB 3

1/09/12 17 Changed screenshot image from a receiver OLI to an ODU 18 X 20 OLI, added call out for WILDBLUE support Hardware

1/09/12 18 Added note about service calls and closing serialized vs. non-serialized OLIs.

1/10/12 12-13 Switched the order of pages 12 and 13

3TM

Welcome to New Install Activities training!

The following module describes the process for

closing New Install Activities. When a customer

orders an installation for DIRECTV services, a New (Truck Roll)

Install Activity is created in the Siebel database. Most often

technicians performing installations can submit Order Line

Items (OLIs) and close these Activities remotely. However, when

a technician does not have a wireless handheld unit, is out

of signal range, or is having technical difficulties, they will call

Dispatch for assistance. In these cases, you must submit OLIs

and close New Install Activities for technicians. This module

illustrates how to perform these tasks.

Table of Contents

Module Overview 4Objectives and Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Performing Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Confirming Activity and Order Information 7Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7The Details on the Activities Screen . . . . . . . . . . . . . . . . . . . 8Activation Approved and SR Sub-Area . . . . . . . . . . . . . . . . . 9Property Type and Setting Activity Status On Site . . . . . . . . 10DIRECTV Protection Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Capturing Customers’ Signature Information . . . . . . . . . . . . 12

Signature Tab Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Submitting Order Line Items (OLIs) 14Serialized OLIs: Receivers . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Serialized OLIs: KA/KU LNB 3 . . . . . . . . . . . . . . . . . . . . . . . . 16Non-Serialized OLIs: Support Hardware . . . . . . . . . . . . . . . . 17Non-Serialized OLIs: Add Service . . . . . . . . . . . . . . . . . . . . . 18

The Work Order 19Details and Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Confirming Activation and Closure Success 20The Description Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Entering Final Notes and Saving Activities . . . . . . . . . . . . . . 21

Review Questions 22

Course Summary 25

Appendix A 26Documents Customers Are Required to Sign . . . . . . . . . . . . 26

Appendix B 27When Customers Do Not Sign Documents . . . . . . . . . . . . . . 27

Appendix C 31Serialized and Non-Serialized Equipment . . . . . . . . . . . . . . 31

New Install Activities

4TM

ObjectivesIn this module, you will learn how to:

• Perform a query to search for a technician’s daily Activities.

• Confirm and update Activity and Order information.

• Submit Order Line Items (OLIs).

• Close Activities.

Module OverviewObjectives and Overview

Module OverviewThe process for assisting technicians with New Install Activities involves a lot of detailed customer information. Dispatchers must enter this information into the Siebel database and process these orders accurately. The procedures for handling these Activities follow a logical progression of steps. In this module, we will review the procedures for closing New Install Work Orders. More specifically, we will cover how to gather the necessary information from technicians; confirm the information is accurate; and process these orders by submitting OLIs and closing Activities properly.

New Install Activity Procedure OverviewWhen a technician calls to complete a New Install Activity, dispatchers must perform the following steps:

1. Perform a query to search for a technician’s daily Activities; find an Activity; and gather all necessary information from a technician.

2. Review an account for Activity and Order information, and all relevant signature information.

3. Submit all serialized and non-serialized OLIs.4. Enter detailed notes and close the Activity.

• Review the “Objectives” slide• Review the purpose of the module: Performing New Install Activities.• Show the “Questions” slide. Ask if there are any questions before you proceed.


5TM

New Install ActivitiesWhen a technician calls regarding a New Install Activity, ask for the following information:

• Tech User ID• Activity Number• RID Number• IRD Location• Tech Action Taken

New Install ActivitiesPerforming Queries

Performing a Query to Access a Technician’s ActivitiesTo begin the process, find the technician’s daily Activities by using the Query function. Then access the Activity.

1. From the Home screen, click Activities.

2. Click Query.

3. Click into the Owner field and enter the technician’s Tech User ID.

LearnMore

Search vs. QueryWhile working in the Siebel database, you will perform Searches and run Queries. Let us consider the difference between these two database functions.

Performing a Search provides a way to find one specific record. A Query is an advanced method of searching that allows you to filter data based upon more than one criteria. For example, running a Query for Activities according to a technician (using a Tech User ID) and date will produce a list of that technician’s Activities for that specific day. This is the type of Query you will run when a technician calls about a New Install Activity, and other Activities as well. Become proficient at querying the Siebel database. Using Queries will increase your productivity and efficiency.


• Review the “When a Technician Calls” slide• Show the “Query” slide and discuss the difference between performing a Search and running a Query.• Ask if there are any questions before you proceed.


6TM

4. Click (or press the Tab key to move your cursor) into the Due field and enter TODAY ().

5. Click Go. A list of that technician’s Activities for today appears.

6. Confirm all Activity numbers with the technician.

7. Click the Activity # link to access the Activity information. The Activities Form appears.

8. Confirm the customer’s name.

New Install ActivitiesPerforming Queries

Quick Review and Next StepsYou have found the Activity. Next, confirm the Activity and Order information. Confirming this information is like using a check list for a scavenger hunt. Just follow your checklist, do not skip any steps, and you will find everything you need. Have fun!

• Describe the next steps in the process: Confirming Activity and Order Information as like a scavenger hunt: follow your checklist, do not skip any steps, and they’ll find everything they need!

• Plus, if they follow this process, they will not receive any error messages when closing Activities.


7TM

Confirming Activity and Order InformationAfter finding the Activity, confirm all details in the database are set appropriately. Listed below are the details you must confirm.

1. Activation Approved: Confirm the customer’s account has been approved for activation.

2. SR Sub-Area: Confirm the Work Order type: New Install, Former Install, Upgrade, Mover, and other Work Orders.

3. Property type: Confirm whether the customer owns or rents the property.

4. Activity Status set to On Site: Confirm the Activity status displays On Site.

5. DIRECTV Protection Plan (DPP): Confirm whether the customer does or does not wish to purchase DPP.

6. Customer signatures: Confirm the customer has signed the legal documents required for the installation.

The following procedures and screenshots illustrate how to confirm this information on a customer’s account. On the next several pages, you will see general overview information in the left column, and the database procedures to follow on the right.

Obtaining Customers’ Signatures: OverviewTechnicians can capture customers’ signatures using their handheld devices. Depending upon the type of Activity, customers must sign at least one (the Work Order) or as many as all four of the following:

• Equipment Lease Agreement• Landlord Permission Document• DIRECTV Protection Plan (DPP) Document• Work Order

These documents are contracts that confirm the terms and conditions of the service agreements between DIRECTV and its customers. These signed agreements protect both customers and DIRECTV in legal matters.

The application used to capture customers’ signatures is called the Field Installation Signature Tracking Tool (FISTT). FISTT gathers and stores all the appropriate signature information necessary for activating service at a customer’s home. This information is stored in the Siebel database.

Note: For more information about these documents, see Appendix A.

Confirming Activity and Order InformationOverview

• Show the “Confirming Activity and Order Information” slide• Review the details in the database they will have to confirm.• Show the Database screenshot slide. Focus on the order of these procedures• Ask if there are any questions before you proceed.


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1. Activation Approved: Confirm the customer’s account has been approved for activation.

2. SR Sub-Area: Confirm the Work Order type: New Install, Former Install, Upgrade, Mover, and others.

3. Property type: Confirm whether the customer owns or rents the property.

4. Activity Set to On Site: Confirm the Activity status displays On Site.

5. DIRECTV Protection Plan (DPP): Confirm whether the customer does or does not wish to purchase DPP.

Confirming Activity and Order InformationThe Details on the Activities Screen

1

3

4

2

5


9TM

Activation Approved: Details

not ,

SR Sub-Area (Work Order) Type: Details

Upgrade:

Service: Former Install:

Activation Approved: Procedures1. Confirm the status of the Activation Approved checkbox.

2. If the Activation Approved checkbox is not selected, advise the technician to call the IVR system to have the account approved.

3. If the Activation Approved checkbox is selected, proceed to the Status field.

SR Sub-Area (Work Order) Type: Procedures1. Review the SR Sub-Area field to confirm the Work Order

type.2. If the Activity is a New Install, ask the technician if the

customer has signed the Equipment Lease Agreement.

Confirming Activity and Order InformationActivation Approved and SR Sub-Area

• Show the “Activation Approved” slide.• Explain that 95% of the time the Activation Ap-

proved checkbox is selected, but because it’s a required field, they should always check it.

• Show the “SR Sub-Area” slide.• Explain the four primary Work Order types.• Mention we will cover the other Work Order

types in future training.


10TM

Confirming Activity and Order InformationProperty Type and Setting Activity Status On Site

Property Type: Procedures1. Ask the technician if the customer owns or rents the property.2. Depending upon the technician’s answer, click the Property

field and select Own or Rent.

3. If the customer is renting, ask the technician if the customer has signed, indicating they have their landlord’s permission to have the system installed.

Setting Activity Status to On Site: ProceduresTo change the status of an Activity to On Site:

1. Find the Status field.2. Click the drop-down menu.3. Select On Site.

Property Type: Details

However, technicians do not need the signature of a customer’s landlord to perform installations.

Setting Activity Status to On Site: Details

• Show the “Property Type” slide: Explain the importance of knowing whether a customer owns or rents the property.• Customers who rent must have permission to have a DIRECTV system installed. However, the technician does

NOT need the signature of the customer’s landlord to perform the installation.• Show the “Activity Set to On Site” slide. Explain how when it is not set to “On Site,” the database doesn’t “think” the

technician is “on site” at the customer’s home.


11TM

DIRECTV Protection Plan: Details

Note: not

Confirming Activity and Order InformationDIRECTV Protection Plan

DIRECTV Protection Plan: Procedures1. Check the Protection Plan field. If the field displays:

• Y: No action is necessary. The customer purchased DPP.

• P (Pending): No action is necessary. The customer purchased DPP. (After the Activity is closed, the field will change to Y.)

• N: Ask the technician if the customer purchased DPP.a. If the technician offered DPP, but the customer did not

purchase it, click the drop-down menu and select No.

2. If the customer wants to purchase DPP, click the drop-down menu and select Yes.

Note: This will create a non-serialized, DPP OLI that you must submit and close. We will illustrate this procedure later in the module.

Quick Review and Next StepsYou have confirmed the Activity and Order information. Next, enter the customer’s signature information.

• Show the “DPP” slide: Explain the nature of the insurance plan and why it is a good deal for customers.• Customers must be offered DPP before agents can close Activities. • Technicians are trained to make these offers, but dispatchers must confirm that the technician made the offer, and what

the customer decided.• Review the process for confirming Activity and Order information, and explain the next step: entering the customer’s sig-

nature information.


12TM Capturing Customers’ Signature Information

Confirming Activity and Order Information

5. Click the Signature Method drop-down menu and select either HandHeld or Paper.

• If the customer signed the technician’s handheld device, select HandHeld.

• If the customer signed a paper document, select Paper.

6. Click into the Signature Captured By field and enter the technician’s Tech User ID.

7. Click the Signature Status drop-down menu and select the appropriate option.

• If the customer signed the handheld device when the device was out of range, select Queued. (Confirm the Signature Method field displays HandHeld).

• If the customer signed a paper document, select Accepted. (Confirm the Signature Method field displays Paper).

Capturing Customers’ Signature Information1. After the technician obtains all necessary signatures, click

Go To Order to access the Order screen.

2. Click Signatures.

3. Click New.

4. Click the Document Name drop-down menu, and select the appropriate document.

• Show the ‘Capturing Customer Signature Information” slide.• Walk participants through the procedures (1 - 6) on the screen while they follow along in their

workbooks.


13TM Signature Tab Details

Confirming Activity and Order Information

1

2 3 4 5 6 7


1. Email Confirmation Required: If a customer requests an emailed copy of their Work Order, select this checkbox; enter their email address into the Email Address field; and click Send Email.

2. Document Name: This field displays the four documents DIRECTV requires customers to sign: Equipment Lease Agreement, Landlord Permission, DIRECTV Protection Plan, and the Work Order.

3. Signature Method: This field displays how the technician captured the customer’s signature: Paper or HandHeld.

4. Signature Captured By: The Tech ID of the technician who captured the customer’s signature(s).

5. Signature Capture Date Time: The date and time when the signature information was entered into Siebel. When you click off the Signature field, the date and time will auto-populate.

6. Signature Status: This field displays the status of obtaining a customer’s signature on a particular document: Accepted, Deleted, Queued, Refused, and Void.

• Accepted: The signature is queued until the handheld device is online.

• Deleted: When a customer initially refuses to sign a document, then later decides to sign it, change the Signature Status from Refused to Deleted. After deleting a record, you can add a new record.

• Queued: Used when the accepted signature cannot be uploaded to Siebel because the technician’s handheld device is beyond signal range. When the handheld device is online, the field will change to Accepted.

• Refused: Used when a customer refuses to sign a document.

• Void: Used when one technician captures a signature (but does not complete the Install). Another technician must return to complete the job. The original signature record will become void. When the Install is complete, the technician who completes the Install must capture the customer’s signature(s).

7. Refused Reason: Identifies the reason why a customer did not sign a document: Customer Not Available or Customer Refused.

Note: For more information regarding capturing customers’ signatures, see Appendix A.

14TM

Submitting Order Line Items (OLIs)After a technician obtains the signatures for the Equipment Lease Agreement and Landlord Permission (when necessary), the next step is to submit the OLIs.

1. Access the Orders screen.2. Submit the serialized OLIs (receivers and the KA/KU LNB 3).3. Submit the non-serialized OLIs (support hardware, service,

DPP, and other hardware and services).

Currently, serialized OLIs include all receivers and the KA/KU LNB 3. More products and services will become serialized in the near future.

Note: For a list of serialized and non-serialized equipment, see Appendix C.

Introduction

Submitting Order Line Items (OLIs)

BeAwareWhen Technicians Cannot Collect Signatures

The process steps outlined above are based upon scenarios when technicians successfully obtain the appropriate signatures on all required documents. However, sometimes customers do not, or cannot, sign the necessary documents. For example, if a customer is not home, the technician cannot obtain any signatures. Also, sometimes a customer refuses to sign one or more required documents.

In these cases, the actions you must take depend upon which documents a customer refuses to sign. For more information on how to handle these situations, see Appendix B.

Quick Review and Next StepsYou have entered the customer’s signature information. Now it is time to submit the Order Line Items (OLIs) – first the serialized OLIs then the non-serialized OLIs.

• Review the process for entering the customer’s signature information.• Mention the information in the “BeAware” call out box. Explain: sometimes technicians cannot collect signa-

tures. See Appendix B for more information.• Show the “Submitting OLIs” slide.• Walk participants through the procedures (1 - 6) on the screen while they follow along in their workbooks.


15TM

The IRD Serial #, Product, Access Card #, Tech Action Taken, and Parts Status fields auto populate. Confirm these data with the technician for accuracy.

Notice: The Location field is blank.

7. Ask the technician where the receiver was installed.8. Click the Location drop-down menu and select the

appropriate location.

9. After confirming all data with the technician, click Submit. The Line Item Status changes to Submitted.

10. Click Refresh OLI until the Line Item Status changes to In Transit, then Closed.

Submitting Serialized OLIs: ReceiversWhen submitting a serialized OLI for a receiver, first ask the technician for the RID #. Then enter the RID # and press the Enter key.

1. Click the Order Line Items tab.2. Select the receiver OLI you want to submit. (The line turns

yellow.)

3. Scroll down to view the details displayed in the form. Find the Action Required field. If the field displays New, the OLI is for a new receiver. (All receivers are serialized.)

4. Click into the RID # field.5. Type the number the technician gives you.6. Press the Enter key.

Serialized OLIs: Receivers


üQuickTip

Action Required: New also means the technician will place the receiver in a new location.

• Show the “Submitting Serialized OLIs: Receivers” slide.• Mention the QuickTip call-out box: Action Required: New means the technician will place the receiver in a

new location. And regarding “Location,” agents must always select the Location for the receiver.


16TM

Submitting Serialized OLIs: KA/KU LNB 3Unlike submitting OLIs for receivers, when you submit serialized OLIs for parts such as the KA/KU LNB 3, you must enter the serial number into the Serial # field, and select the appropriate Part Status.

1. Select the OLI you want to submit.

2. Ask the technician for the serial number, and enter the number into the Serial # field.

3. Ask the technician for the part status.4. Click the Part Status drop-down menu and select the

appropriate option.

5. Click Submit.


Serialized OLIs: KA/KU LNB 3


BeAwareSubmitting OLIs for ReceiversWhen you submit a serialized OLI for a receiver, you must enter the RID # and press the Enter key. The IRD Serial #, Product, Access Card #, Tech Action Taken, and Parts Status fields auto populate.

Submitting OLIs for Other HardwareWhen you submit a serialized OLI for a KA/KU LNB 3, or any serialized support hardware, you must enter the serial number into the Serial # field.

• Show the “Submitting Serialized OLIs: KA/KU LNB 3” slide.• Mention the difference between the procedure for serialized OLIs for receivers (entering the RID #) and OLIs

for other support equipment (entering the serial # into the Serial # field).• The other, additional, step is setting the appropriate Part Status for the serialized part.


17TM

Submitting Non-Serialized OLIs: Support HardwareNon-serialized OLIs for Support Hardware are for ODUs, Multi-switches, and other equipment. When submitting serialized OLIs for support hardware, confirm the Tech Action Taken field displays Support Hardware.

1. Select the non-serialized OLI you want to submit. In this example, the OLI is for an ODU (Outdoor Unit).

2. Confirm the Tech Action Taken field displays Support Hardware Installed. If it does not, change it accordingly.

3. After confirming all data with the technician, submit the OLI by clicking Submit. The Line Item Status changes to Submitted.

Non-Serialized OLIs: Support Hardware



BeAwareWILDBLUE Support Hardware: WILDBLUE work orders are handled through the FSM system. However, occasionally you may find WILDBLUE support equipment on Siebel work orders.

The support hardware you may find on Siebel work orders include WILDBLUE ODUs, WILDBLUE TRIAs, and WILDBLUE Modems. WILDBLUE TRIAs and Modems require serial numbers. If you do not enter a serial number before submitting and refreshing an OLI for the WILDBLUE TRIA or Modem, you will receive an error message.

• Show the “Submitting Non-Serialized OLIs: Support Hardware” slide.• Mention the need for agents to confirm that the Tech Action Taken field displays “Support Hardware Installed.”• Discuss the BeAware call-out box: WILDBLUE Support Hardware.


18TM Non-Serialized OLIs: Add Service

Submitting Non-Serialized OLIs: Add ServiceNon-serialized OLIs for service are for Labor, DPP, and other services. Note: During a Service Call, a technician may install serialized or non-serialized equipment, or both. In these cases, first close any OLIs for serialized equipment, then close any non-serialized equipment OLIs, then close the Service Call Activity.

1. Select the non-serialized OLI you want to submit. In this example, the OLI is for the DIRECTV Protection Plan (DPP).

2. Confirm the Tech Action Taken field displays Add Service. If it does not, change it accordingly.

3. After confirming all data with the technician, submit the OLI by clicking Submit. The Line Item Status changes to Submitted.


BeAwareDo not forget the DIRECTV Protection Plan (DPP) OLI: Adding DPP to a customer’s account creates a new OLI that you must submit. If you forget to submit the DPP OLI before closing the Activity, an error message will appear.


Quick Review and Next StepsYou have submitted the serialized and non-serialized OLIs. Before you can close the Activity, you must: ask the technician if the customer has signed the Work Order; confirm all OLIs are closed successfully; and enter notes on the account.

• Show the “Submitting Non-Serialized OLIs: Add Service” slide.• Mention how technicians may install serialized or non-serialized equipment - or both - during a Service Call,

and explain the proper procedures.• Mention the BeAware call-out box.• Review the processes for submitting serialized and non-serialized OLIs, and prepare for the next subject.


19TM Details and Procedures

The Work Order: ProceduresAfter an installation is complete (and you have submitted the OLIs), the technician will ask the customer to sign the Work Order.

1. Ask the technician if the customer signed the Work Order – either the handheld device or a paper document.

2. Click Go To Order to access the Order screen.


The Email Confirmation Required checkbox and the Email Address field will appear above, and to the right, of the Signatures tab.

4. Ask the technician if the customer wants an emailed copy of their Work Order.

The Work Order: Details

Confirmation Emails to Customers

The Work Order

• Show “The Work Order” slide.• Mention the importance of customers signing the Work Order as an approval of the work completed.• Show the “ Confirmation Emails to Customers” slide and walk participants through the procedure while they

follow along in their workbooks.


20TM

5. If the customer requests the email, select the Email Confirmation Required checkbox.

a. Type the customer’s email address into the Email Address field.

b. Enter all appropriate customer signature information. (Repeat the procedure starting on page 13.)

c. Click Send Email.

6. If the customer does not request an email, enter the customer’s signature information for the Work Order, and proceed to confirming activation and closure success.

Confirming Activation and Closure SuccessBefore you can close an Activity, you must close all open OLIs. When you close an OLI successfully, the OLI displays Success under the Description column. Follow these procedures to confirm you have closed all OLIs:

1. While on the Orders screen, click the Order Line Items tab.

2. Using the horizontal scroll bar (located below the OLIs), scroll to the right and locate the Description column.

3. Confirm all submitted OLIs display Success.

Confirming Activation and Closure SuccessThe Description Field

Quick Review and Next StepsYou have entered the customer’s Work Order information; sent a confirmation email to the customer; and confirmed you closed your OLIs correctly. Next, close the Activity, enter final notes, and finally, save the Activity.

• Show the “Confirming Activation and Closure Success” slide.• Walk participants through the procedure while they follow along in their workbooks.• Review the procedures for entering the customer’s Work Order information, sent a confirmation email, and

closed OLIs successfully.


21TM

Entering Final Notes and Saving ActivitiesAfter each phone contact with a technician or a customer, always enter detailed notes regarding what you performed on the account.

1. Access the Notes screen, and click New.2. Type a detailed note.

(Be Careful: After you save a note, you cannot edit it.)

3. Save the record by clicking anywhere off the text entry box.

Closing ActivitiesBefore closing an Activity, confirm all fields are complete, then perform the following steps:

1. Click ReturnToTruckRoll to access Activity screen.

2. Click the Status drop-down menu and select Closed.

3. Save the record by clicking anywhere off the Orders screen.

Confirming Activation and Closure SuccessEntering Final Notes and Saving Activities

Quick Review and Next StepsCongratulations! You have successfully performed all the procedures for closing a New Install Activity.

Next, you will answer some review questions and examine the key takeaways for the module. Also, for more information, see Appendix A for the documents customers are required to sign; Appendix B for what to do when customers do not sign these documents; and Appendix C for a table displaying serialized and non-serialized equipment.

• Show the “Closing Activities” and the “Entering Final Notes and Saving Activities” slides.• Walk participants through the process while they follow along in their workbooks.• Review the previous section, and ask if there are any questions.


22TM

Review Questions1. Describe the difference between performing a Search and running a Query in the

Siebel database.

2. If a technician is on site at a customer’s home performing an installation, what is the proper setting for the Activity Status field?

3. Before you can close a New Install Activity, you must ask the technician if they offered the customer the ______________________.

4. True or False: Dispatchers can approve accounts for activation and are responsible for selecting or clearing the Activation Approved checkbox.

Module SummaryIn this module, you learned how to:

ü Perform a query to search for a technician’s daily Activities.

ü Confirm and update Activity and Order information.

ü Submit Order Line Items (OLIs).

ü Close Activities.

Review QuestionsCheckPoint

Performing a Search provides a way to find one specific record. A Query, however, is an advanced method of searching that allows you to filter data based upon more than one criteria at a time.

On Site

False: Technicians must call the IVR to have accounts approved for activation.

DIRECTV Protection Plan

• Show the “CheckPoint” slides.• Give participants time to complete the questions.• Review the answers with the class.


23TM






Review Questions, continued5. If a customer is renting, but they do not have their landlord’s permission to have

a system installed, what do you tell the technician, and what do you do with the Activity?

6. True or False: When a customer refuses to sign the Work Order document, you must cancel the Activity.

7. True or False: When a customer changes their mind about signing a required document, you can change the Signature Status from Refused to Deleted.

8. What are some examples of serialized and non-serialized products and services?


False. The technician has already completed the installation, so you do not need to cancel the Activity.

Advise the technician not to install the system. If the landlord refuses to allow the system to be installed, transfer the order to the Save Team for cancellation. But if the customer simply has not yet received permission from their landlord, either place the order on Hold (Reason Code: Hold Landlord Permission), or reschedule the order until the customer has permission.

True

Serialized: All receivers and the KA/KU LNB 3 (More products will be serialized in the future.)Non-serialized: KA/KU LNB SWiM 3 (and 5), Multi Switch SWiM 6x8, 8, 16, 32, All DECAs (For more information, see Appendix C.)



24TM






Review Questions, continued9. When submitting Order Line Items (OLIs), you must first submit the ____________

OLIs, then submit the ______________ OLIs.

10. The Part Status for a newly installed receiver (IRD) should be ____________.

11. The DIRECTV Protection Plan (DPP) covers all of the following, except _____.a. Replacement receiversb. Power surge repairsc. Dish alignmentsd. Custom worke. Wiring

12. True or False: Before you can close an Activity, you must select the Email Confirmation Required checkbox; enter an email address into the Email Address field; and click Send Email.


....serialized OLIs, then submit the non-serialized OLIs.

New

d. Custom work

False. Customers are not required to provide an email address.



25TM

Key Takeaways

Confirm and Update Activity and Order InformationWhen handling a New Install Activity, confirm all details in the database are set accurately before submitting the OLIs and closing the Activity. Think of confirming this information as using a checklist for a database scavenger hunt. Just follow your checklist, do not skip any steps, and you will find everything you need!

Submitting Order Line Items (OLIs)After a technician has obtained the necessary signatures for a New Install, first submit the serialized OLIs, then submit the non-serialized OLIs.

• Serialized OLIs: All receivers (IRDs) and the KA/KU LNB 3. (More products will become serialized in the near future.)

• Non-Serialized OLIs: Support hardware, Service Calls, DIRECTV Protection Plan (DPP), and other services.

See Appendix C for a table of serialized and non-serialized equipment.






Course Summary

• Review the course objectives and the key takeaways with the class. • Solicit questions.• Thank the class for their time and attention.


26TM

Document Required if... Activity Type When must customers sign?

Equipment Lease Agreement A customer is leasing equipment from DIRECTV.

New Install, Upgrade, Former, Mover, Service Order

Before a technician begins work

Landlord Permission A customer is renting the property. New Install, Mover Before a technician begins work

DIRECTV Protection Plan (DPP) The technician has upsold DPP to the customer during the Activity.

All Activity types After a customer agrees to buy DPP

Work Order The technician has completed the required work on the Activity.

All Activity types After a technician completes the required work

*Customers must sign Lease Agreements before technicians begin performing Service Orders to replace receivers.

As illustrated above, the type of document dictates when in the process the technician must obtain the customer’s signature on a particular document. For example, if a customer is leasing equipment from DIRECTV, the customer must sign an Equipment Lease Agreement before the technician may begin installing the system.

When a technician requires your assistance, first confirm what type of Activity the technician is performing. Then ask the technician if the customer has signed the proper document(s) at the appropriate time.

Appendix ADocuments Customers Are Required to Sign


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Appendix B

When Customers Do Not Sign Documents

Lease Agreement and Landlord PermissionIf a customer does not have an Equipment Lease Agreement, or their landlord’s permission to have a system installed, advise the technician to not perform any work. In these situations, use the following procedures to document, in the Siebel database, what documents customers do not sign.

1. Advise the technician to not perform any work at the customer’s property.



4. Click New.

5. Click the Document Name drop-down menu and select the appropriate document.

6. Select the appropriate Signature Method. (Determine whether the customer refused to sign the handheld device or the paper document.)

7. Click into the Signature Captured By field. (You must identify the technician who worked on the Activity.)

8. Click the Signature Status drop-down menu and select Refused.

When Customers Do Not Sign DocumentsNew Install Activities

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9. Click the Refused Reason drop-down menu.

10. Select the appropriate option. If the customer:

• Was present, but refused to sign the document, select Customer Refused.

• Was not present to sign the document, select Customer Not Available.

11. Save the record by clicking anywhere outside the Signature section.

12. Cancel the Activity.

The DIRECTV Protection Plan DocumentIf a customer refuses to sign the DIRECTV Protection Plan document, return to the Activity screen and confirm the Customer Wants DPP field displays No.

Note: In these cases, you do not need to add the document type into the Signature section, nor capture the signature information.

Appendix BWhen Customers Do Not Sign Documents

BeAwareWhat is the difference between the Customer Refused and the Customer Not Available options? Here are two examples regarding Landlord Permission.

• Use Customer Refused when a customer’s landlord refuses to allow the customer to have a system installed.

• Use Customer Not Available when a customer has not yet obtained their landlord’s permission to have a system installed.


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The Work OrderSometimes after a technician completes an installation, a customer refuses to sign the Work Order. In these cases, since the technician has already completed the installation, you do not need to cancel the Activity. Perform the following steps if a customer refuses to sign a Work Order.



3. Click New.

4. Click the Document Name drop-down menu and select Work Order.

5. Click the Signature Method drop-down menu and select either HandHeld or Paper, depending upon what the customer refused to sign.

6. Click into the Signature Captured By field.

7. Click the Signature Status drop-down menu and select Refused.

Appendix BWhen Customers Do Not Sign Documents


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8. Select the appropriate option from the drop-down list.• If the customer was not present to sign the document,

select Customer Not Available.• If the customer refused to sign the document, select

Customer Refused.

9. Save the record by clicking anywhere outside the Signature field.

When Customers Change Their MindsWhen a customer initially refuses to sign a document, the technician enters this information into their handheld device. However, sometimes, before a technician leaves the property, a customer decides to sign the document. In these cases, the technician cannot change the status of the OLI using their handheld device. The technician must call Dispatch to have the Signature Status changed from Refused to Deleted.

1. Under the Signatures tab, find the record for the document the customer refused to sign.

2. Under the Signature Status column, find the status displaying Refused.

3. Click the Signature Status drop-down menu, and select Deleted.

Note: Only a Signature Status of Refused can be changed to Deleted.

Appendix BWhen Customers Change Their Minds


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Appendix C Serialized and Non-Serialized Equipment

Product Line (Siebel) Product StatusIRD Standard D11, D12 (Models start with “D”) Serialized

IRD Standard DVR R15, R16, R22 (Models start with “R”) Serialized

IRD HD H20, H21, H23, H24, H25

(Models start with “H”)

Serialized

IRD HD DVR (DVR Combo) HR20, HR21, HR22, HR23, HR24

(Models start with “HR”)

Serialized

KA/KU LNB LNB 3 Dec. 8, 2011

KA/KU LNB LNB 5 TBD

KA/KU LNB SWiM KA/KU LNB SWiM 3 TBD

KA/KU LNB SWiM KA/KU LNB SWiM 5 TBD

MULTI-SWITCH MULTI-SWITCH KA 6X8 TBD

MULTI-SWITCH MULTI-SWITCH SWiM 8 TBD



MRV HARDWARE RECEIVER DECA TBD

INTERNET HARDWARE BROADBAND DECA TBD

WIRELESS INTERNET HARDWARE WIFI BB DECA TBD
