MANUAL_EMS_CAU Eng V

8/7/2019 MANUAL_EMS_CAU Eng V

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Referencia: 20010-T123123/1 | 10/11/2010 | Página 1

Operativa EMS usuario CAU

EMS MANUALUSER: CAU



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INDEX

1 INTRODUCTIONN ................................................................................................................ 3

2 WHAT IS EMS? .................................................................................................................... 4

3 HOW TO ACCESS TO EMS ? ............................................................................................ 5

4 HOW TO LOG OFF FROM EMS ? ....................................................................................10

5 HOW TO TRANSFER INFORMATION TO THE INSTALLER?...................................... 11

5.1 INCIDENT PROCEDURES ............................................................................................................11

5.2 SEND INFROMATIONT TO THE INSTALLER......................................................................12

5.3 REQUIREMENT TO SEND INFORMATION TO I+M PROVIDERS..............................12

5.3.1 I+M PROVIDER IN SPAIN........................................................................................................12

5.3.2 I+M PORTUGAL PROVIDER..................................................................................................13

6 FUNCIONALLITY OF THE CAU USER ............................................................................14

6.1 SEARCH BY MERCHANTS...........................................................................................................14

6.1.1 SEARCH BY MERCHANT........................................................................................................15

6.1.2 SEARCH BY POS ........................................................................................................................20

6.1.3 SEARCH BY SERVICE REQUEST ......................................................................................23

6.2 HOW TO OPEN A POS INCIDENT? .........................................................................................27

6.2.1 INCIDENT ASSIGNAMENT TO THE I+M PROVIDER.................................................34

6.2.2 REMOTE INCIDENT CLOSING.............................................................................................37

6.3 ORDERS SEARCH ...........................................................................................................................41



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1 INTRODUCTIONN

The present document describes the operation of the EMS system (Equipment ManagementSystem) for the CAU profile.



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2 WHAT IS EMS?

EMS (Equipment Management System) is the BPM program implanted to perform the followup to the TOTALNET project.

Navision is a BPM tool which allows us to:— Instantiate different clients.— Making traceability of the service order (pre Openings, Openings, Cancelled,

Replacements and Re openings).— Making traceability of Failures is enabled to be used by the CAU (register,

follow up and close of the failures).— Inventory the different devices of POS, SIMs, batteries...— Inventory status (installed, on stock, damaged, under repairing etc…).— Defined services providers (Installers) and perform the communication and the

follow up of the situation of the assigned service orders. Navision is an INFORMATIONAL tool which allows us to perform:

— Reports of the Service Order situation (pending, positive closed, negativeclosed…).

— SLAs Reports defined for the service orders/failures close.— Reports of the Inventory situation (installed, in stock, damaged, under repair,

etc…).— Provider reports and SLAs with the Providers.

Navision allows us also to perform:— Reading CSV files posted by EDITRANES.— WEB Service interface with the Installers.

In EMS you can define the access to different profiles:

— OPPPLUS Profile: customer queries.— MANAGEMENT Profile: queries/Query and reports for the System Managers.— COGPEAL Profile : request and queries/Query, Inventory Status

Management, import and export files and load inventory— COGPEOT: queries, EDITRAN load, dispatch panel, provider response,

incident management.— CAU: Failure opening and queries from CAU_L2 of Telefónica.— IM Provider: OT queries for the I+M provider.— COGPEADM: management for the OT followup and files load on the system.— BASIC MANAGEMENT: creation of clients, providers and elements.

—

ADVANCE MANAGEMENT: super administrator.



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3 HOW TO ACCESS TO EMS ?

EMS access to the Internet must be accessed via CITRIX through the address:http://195.235.72.29/CitrixAccess/auth/silentDetection.aspx

This is a temporary access until the new one is available through a secure domain.

To access to EMS log in with the selected user profile.



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Then select the icon “Microsoft Dynamics Nav 2009”.

A window will appear for login access application.

Enter the user/password of the selected profile.

Then it will display the warning message of the use of the license.Now select the “Accept” button.

Next it will display the “Telefonica –Microsoft Dynamics NAV Classic” environment.Open the Database with which you are going to Work:File Database Open



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And will display a menu where you have to type the following data:

Server Name: 40.0.0.9Data Base Name: TELEFONICA_TESTAuthentication: Authentication Server DatabaseUsername ID:Password:

Next, select the top right button and the “Open Company” Box will appear Company with theTelefonica option. Then click on the Accept button.



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To change languages, select from the top left menu:Tools Language.

Select the language and click the button “OK”.



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Now you can access to the functionality that EMS offers to the user, with the profile yougained access.



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4 HOW TO LOG OFF FROM EMS ?

To import an Excel Report bigger than 1000 records, in the report the user wants to requestuser must select in the Options tab, “Options” so the output is to an Excel file.

To go to the previous screen you can close the current window or press the ESC key.To log off EMS you must select:File -> Log off



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5 HOW TO TRANSFER INFORMATION TO THEINSTALLER?

The relation with the I+M Provider will be from COGPE in Spain, and from TIWS Operationand Management OA-TIWS, in abroad countries.

• COGPE keeps the relation with the EEFF regarding the receipt of the SERVICEREQUEST and regarding the response to BBVA.

5.1 INCIDENT PROCEDURES

Sequence of the Incidents/Failures:

• The Merchants call the Client Line to open a failure/incidents• Client Line identifies if the Merchant belongs to ones transferred to Telefónica. If the

Customer is from Spain, the phone transfers call to CAU España, and if it is fromoutside of Spain it will send it to CAU-TIWS.

• The CAU España opens the incident in the EMS system, assigns it to POAS andfollows it up.

• CAU-TIWS opens the failure/incident in the EMS and designates to the I+M providerof the country or POAS and monitors the Failure/Incident

• The I+M Local Provider send the closures to COGPE and these are loaded in theEMS System.

• The abroad I+M Local providers send the OT closures to OA-TIWS and load it in theEMS System.

• Finally COGPE sends the total OT closures (from Spain as youll as the abroadcountries) to BBVA via EDITRAN server.



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5.2 SEND INFROMATIONT TO THE INSTALLER

At this time EMS has not Developed the Web Service interface of interconnection system to

the I+M Local Providers.Currently the information will be submitted by file with the format agreed with the provider viae-mailThe installer should receive two types of information, from COGPE to submit the ServiceRequests requested by the bank via EDITRAN and from CAU to submit theFailures/incidents opened by the merchants.

COGPE will submit the information from the COGPE generic e-mail address:[email protected]

OA-TIWS will submit the information from the COGPE generic e-mail address:xxxxxxxxxxxxxxxxxxxxxxxxxxxx

CAU will submit the information from the CAU generic e-mail address:[email protected]

And CAU-TIWS will submit the information from the CAU generic e-mail address:xxxxxxxxxxxxxxxxxxxxxxxxxxxx

The e-mail address to send the information to the current I +M Provider, POAS, is:[email protected]

For the installer out of Spain, it is pending to identify the e-mail addressxxxxxxxxxxxxxxxxxxxxxxxxxxxx for Portugal

5.3 REQUIREMENT TO SEND INFORMATION TO I+MPROVIDERS

5.3.1 I+M PROVIDER IN SPAIN



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The information to be sent to the POAS installer is:[email protected]

The e-mail reference will be:

TELEFONICA SERVICE REQUEST

The name of the attached Excel file is not relevant. The name of the chart that contains thedata in the Excel file should be always the same one [TEL->PrvI+M]

Regarding the system answer

POAS will send 2 types of e-mail with the subject:

REPORT OF SERVICE REQUEST FROM POAS

With the Service Request and stop time reports in an Excel Attached doc. Under the nameREQUEST_YYYYMMDD_HHMMSS.XLS

INTERVENTIONS RECEIVING BY POAS

(The number of Service Request for new interventions has to match with our number of OT. Itis in Excel with the name ACKS_YYYYMMDD_HHMMSS.XLS ).

5.3.2 I+M PORTUGAL PROVIDER

xxxxxxxxxxxxxxxxxxxxxxxxxxxx



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6 FUNCIONALLITY OF THE CAU USER

The CAU user has the following functionalities:- “Search by Merchants” and- “Search by Request”

6.1 SEARCH BY MERCHANTS

To select the Consult menu will bring us the opportunity of consultation/search by threeparameters.

- Merchant- POs- Service Request

Any report you get you can convert it into an Excel through the icon on the menu of directaccess tab the relevant conversion.

At this moment, the Word and Send buttons are not active.

The maximum length of the reports is 1.000 files, and it is highly recommended to previouslyfilter.



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To import an Excel Report bigger than 1.000 records, in the report the user wants to request

user must select in the Options tab, “Options” so the output is to an Excel file.

To go to the previous screen you can close the current window or press the ESC key. To logoff EMS you must select:

File -> Log off

6.1.1 SEARCH BY MERCHANT

To search by “merchant” (9 digits mandatory) enter the Merchant number and click on the

“Search Results” button.

In this way you get the information related to that Merchant with the history of the ServiceRequest for that merchant.



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To search for a Merchant using other data related to the Merchant you can click on theexisting arrow on the right side of the field “Merchant Code”

As a result we get a filtered page of Merchant Search using another data that identifies themerchant

- NIF- Commercial Name- Zip Code- Name- Province



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Searching by province and then by Zip Code, you are delimiting our search by merchant.The search process will be as follows:

- With all the fields in blank clic on the “search” button and it will displayall the merchants.

- In the “Province” field , for example, you can select Malaga and clic the“search” button”

- In the “Zip Code” field you input the ZC you want and click on the“Search” button.

Select the Merchant we are looking for and click on the Accept button first.



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Then on the “search result” and you will get the information related to the merchant with theService Request related to it.



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Without filtering the search you get a listing of all existing POS in the Data Base.Any report you obtain, you can import it to Excel via the menu icon for direct access to therelevant conversion.At this moment the Word and Send buttons are inactive.Since the maximum length of the reports is 1.000 registers, it is recommended to previouslyfilter the request.



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6.1.2 SEARCH BY POS

When searching by POS (11 digits mandatory) you can type in the POS serial number and

click on the Search Results.

In this way we get all the information related to this POS with the historical of ServiceRequests.



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To search for a POS with other data related to it, you can click on the existing arrow on theright side of the POS field.

As a result we get a filtered page of research for a merchant by other data identifying it:

- Serial Number- Description

- Model- Province

For example, if you search by “Description” you can delimited the search for the POS.



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Select the Pos, click on “Accept” button and then click the “Search Result” to obtain theinformation related to the POS with the Service Request related to it.

Without filtering the search you get a listing of all existing POS in the Data Base.

Any report you obtain, you can import it to Excel via the menu icon for direct access to therelevant conversion.

At this moment the Word and Send buttons are inactive.

Since the maximum length of the reports is 1000 registers, it is recommended to previouslyfilter the request



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6.1.3 SEARCH BY SERVICE REQUEST

Searching by “Service Request” (13 digits mandatory) you can type in the number of theService Request and click on the Search Result button.

In this way you get the information related to the Merchant/POS related to the ServiceRequest selected with the history of the Service Request related to that POS/Merchant.



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To search a Service Request using other data related to the request, you can click on theexisting arrow on the right side of the “Service Request” field.

As result, you get a filtered search page of a Service Request by other identifying data: - Nº de Intervención (nº asociado a PS por EMS)- Zip Code- City- Province- Merchant- Request Date



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Searching by Province and then by Zip Code, for example, you are delimiting the Merchantsearch.

Select the desired “Service Request”, click the “Accept” button and click the “Search Result”to get the information related to the Service Request related to the Merchant/POS with theService Order related to that POS.



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Without filtering the search you get a listing of all existing POS in the Data Base.

Any report you obtain, you can import into an Excel file via the icon for direct access on thetoolbar.

At this moment the Word and Send buttons are inactive.

Since the maximum length of the reports is 1.000 registers, it is recommended to previouslyfilter the request.



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6.2 HOW TO OPEN A POS INCIDENT?

In the “Search” field, type in the Merchant Number or the Serial Number related to the failing

POS.For example, select and type in the Merchant Number and click on the “Search Results”button, to obtain the information related to that Merchan.



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Review the POS Terminal Listing in order to create an Incident in one of those terminals(serial number) in which the status of the service is ACTIVE.

When the POS is in INACTIVE status, do not proceed to open an incident.

The inactive status means that the Terminal has been terminated by the bank’s request butis possibly still in the bank.

Before open an Incident, verify the Merchant address and update it in the system. In order todo it, select the “Merchant View” button.

Click on it to display a form where you introduce the new address provided by the customer.Once done, you click in the <INTRO> key and <ESC> key.



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Select the “Create Order” button.

And it will display the following Form:

• Fill out “type of Service” with “Incident”• The “Family Service Code” will fill out automatically with the “AVA” Information (this

form will fill out automatically when typing “Type of Service” with “Incident”)

Then, fill out the following data:

• “Service product Number” (if the Merchant has more than one POS to select the

failing POS to open the Incident)• “Defect Area Code”



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• “Symptom Code” and• “Comment”• “Comment”

• “Service Product Number”: Select the failing POS number to open the Incident andclick on the Accept button.

The “Serial number” and “Description” fields will fill out automatically



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The next step is to fill out the “Defect Area Code”.

And will display a menu with the following options:



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Select the best option according to the reported problem and click on the “Accept” button.Then fill out the “Symptom Code”.

This will display the drop-down menu where you must select the better option according tothe reported Incident.



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Click the “Accept” Button and will appear the next form:

Now select the “Comment” button and fill it out according the customer report:



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IMPORTANT: to exit that window to click on the “ESC” key.

Now, the CAU personnel should fill out a cuestionary regarding the type andmodel of the damaged POS to proceed with the remote assistance.

When CAU can not fix it in a remote way, proceeds to assign the Incident to theINSTALLER, that is called “Incident Assignment to the I+M Provider”.

6.2.1 INCIDENT ASSIGNAMENT TO THE I+M PROVIDER

To assign the incident to the I+M Provider, fill out the form with the following data:

• “Service Product Number”• “Defect Area Code”• “Symptom Code” and

• “Comment”

Then select the “ASIGN” button.



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Then will appear a Form. Fill out the Resource Number.

Now select the installer (“POAS” for Spain and the Local I+M provider for abroad) and clickthe “Accept” button.



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Next, will appear the Form with the Installer Code form (“POAS” or Local Provider)And finally to complete the assignment you click on the “Apply” button.

After completing this action the system will generate a file associated to that serviceorder that is saved in the directory: C:\Navision\Work Sheet



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And will be the type: “POASyymmddhhmm”This file must be summitted to POAS manually following the instructions below:

for: [email protected] (If POAS is the I+M provider)

For: xxxxxxxxxxxxxxxx (if there is other I+M abroad provider)

CC: TE_operacionestpv@Telefonica , Maria Victoria Garcia Garvi/UT01289/CRCEMPRESAS/TSM@Telefonica , TE_COGPEBBVA@Telefonica, TE_Pago Electronico@Telefonica

REF: TELEFONICA SERVICE REQUEST

When seleccting the “Apply” button it will display the next form, where you have to select“Complete Access”You have to click on “Accept” to generate the form above mentioned in the directoryC:\Navision\WorkSheet

6.2.2 REMOTE INCIDENT CLOSING

If the remote resolution is successful, the CAU staff should proceed to close of the Incident,for which they have to select the field “Resolution Code” the typ of solution performed.



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Select one of the 5 first types of resolution of the Incident:

Select the “Accept” button

Select the “Defect Area Code”



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Now select one of the 6 types of incident:

Select the “Accept” button

Fill out the “Symptom Code” field.



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Select the code that fits to the identify problem.

Select the “Accept” button.



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Now close the Incident by selecting the “Close” butto.

Click on the “Apply” button.

6.3 ORDERS SEARCH

The “Order Search” menu brings you the ability to search by filtering parameters:

- Type of Service (Incident)- Order Status- Filter Nº (OT Nº)- Filter ZP(zip code)- Filter Province- Filter Reopening (currently DOES NOT apply for Incidents)- Filter Cancellation (currently DOES NOT apply for Incidents)- Response Date- Request Date- Closing Date

- Campaign



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Any report you get you can convert it into and Excel through the icon on the menu of directaccess tab the relevant conversion.

At this moment, the Word and Send buttons are not active.

The maximum length of the reports is 1.000 files and it is highly recommended to previouslyfilter.

To set a date interval in the DATE FILTERS first you have to separate both dates with twopoints (example 06/09/10..07/09/10)



To import an Excel Report bigger than 1000 records, in the Report Request select in the

Options tab, “Options” so the output is to an Excel file.

To go to the previous screen you can close the current window or press the ESC key.

Documents

MANUAL_EMS_CAU Eng V