Software User’s Documentation For The Franchisee

Franchisee Management System Portal

Software User’s Documentation

For The

Franchisee Management Portal

September 2017

Prepared for:

Franchisee Users

Prepared by:

ITPC (Dev), Hyderabad

Notice

NOTICE

This is a controlled document. Unauthorised

access, copying, replication or usage for a purpose

other than for which it is intended, are prohibited.

All trademarks that appear in the document have

been used for identification purposes only and

belong to their respective companies

Revision Sheet

Revision Sheet

Release No. Date Revision Description

Rev1. 0 User’s Manual Template and Checklist

Document Update, Screen shots change and reports added

02/02/2017 Updating of the Screens and Flow

25/09/2017 Updating of the Modifications in features and screenshots

Change Register serial numbers covered:

The documents or revised pages are subject to document control.

Please keep them up-to-date using the release notices from the distributor of the document.

These are confidential documents. Unauthorised access or copying is prohibited.

Approved by: Authorised by:

Date: Date:

Index

Table of Contents

1.0 GENERAL INFORMATION .................................................................................................... 1-2

1.1 INTRODUCTION ........................................................................................................................ 1-2

FRANCHISEE MANAGEMENT SYSTEM:.................................................................................................... 1-2

ARCHITECTURE ........................................................................................................................................ 1-3

BRIEF DESCRIPTION ................................................................................................................................. 1-3

SALES ......................................................................................................................................................... 1-3

WORK ........................................................................................................................................................ 1-3

MAINTENANCE .......................................................................................................................................... 1-3

ACCOUNTS ................................................................................................................................................. 1-4

TEAM ......................................................................................................................................................... 1-4

REPORTS.................................................................................................................................................... 1-4

COMMISSION REPORTS ............................................................................................................................ 1-4

USER MANUAL .......................................................................................................................................... 1-4 INFORMATION STORAGE ....................................................................................................................................1-4

REPORTING ........................................................................................................................................... 1-4

1.2 AUTHORIZED USE PERMISSION .............................................................................................. 1-5

1.3 AUDIENCE DESCRIPTION ........................................................................................................ 1-5

1.4 HARDWARE REQUIREMENTS .................................................................................................. 1-5

HARDWARE GUIDELINES ..................................................................................................................... 1-5 CPU ...................................................................................................................................................................1-5 Memory .............................................................................................................................................................1-5

1.5 SOFTWARE REQUIREMENTS ................................................................................................... 1-6

1.6 SOFTWARE DEVELOPMENT REQUIREMENTS ........................................................................ 1-6

2.0 SYSTEM SUMMARY ................................................................................................................ 2-2

2.1 SYSTEM CONFIGURATION ...................................................................................................... 2-2

2.2 LIST OF USER INTERFACES ..................................................................................................... 2-2

2.3 DEPENDENCIES AND CONSTRAINTS ....................................................................................... 2-3

3.0 GETTING STARTED ................................................................................................................ 3-1

3.1 LOGGING ON ........................................................................................................................... 3-1

3.2 SYSTEM MENU ......................................................................................................................... 3-2 3.2.1 DASHBOARD ........................................................................................................................................3-3 3.2.2 MENU HEADER ....................................................................................................................................3-4 3.2.3 MENU SIDE BAR ..................................................................................................................................3-4 3.3 EXIT SYSTEM ...........................................................................................................................................3-1

4.0 USING THE PROFILE................................................................................................................ 4-1

Index

4.1 USER MANAGEMENT – PROFILE ACCOUNT .......................................................................... 4-1 4.1.1 PERSONAL INFO ...................................................................................................................................4-1 4.1.2 CHANGE AVATAR ................................................................................................................................4-2 4.1.3 CHANGE PASSWORD ............................................................................................................................4-3 4.1.4 PRIVACY SETTINGS ..............................................................................................................................4-3

5.0 USING THE SYSTEM............................................................................................................. 4-3

5.1 SALES ....................................................................................................................................... 4-3

5.1.1 FLOW DIAGRAM FOR CAF ORDERS ....................................................................................... 4-4 This process is better explained in a Flow chart, defined as below:..................................................................4-4

5.1.2 CAF ENTRY ............................................................................................................................. 4-5

5.1.3 CAF STATUS ............................................................................................................................ 4-7

5.1.4 FLOW DIAGRAM FOR NPC ORDERS ....................................................................................... 4-8

5.1.5 LEASED CIRCUITS .................................................................................................................. 4-9

5.2 WORK ..................................................................................................................................... 4-11

5.2.1 BOOKED ORDERS .................................................................................................................. 4-11

5.2.2 ADD BROADBAND .................................................................................................................... 4-1

5.2.3 COMPLETED ORDERS.............................................................................................................. 4-2

5.3 MAINTENANCE ........................................................................................................................ 4-3

6.0 User MANUAL ................................................................................................................................... 4-2

7.0 SLA (Service level agreement) ........................................................................................................ 4-1

8.0 Help desk............................................................................................................................................ 4-1

9.0 PROJECT SCOPE AND STATUS ................................................................................................. 4-1

1.0 General Information

1.0 GENERAL INFORMATION


1.0 GENERAL INFORMATION

1.1 INTRODUCTION

Franchisees play a vital role in bringing wide range of Business for BSNL. They work

on different services as per Line of Business (LOB) like Wire-line, Broadband on Wire-

line, Wire-less (GSM – 2G/3G sim cards –prepaid and postpaid), Data services (Leased

lines, MLLN, MPLS-VPN, Internet Leased Line, VPN o BB), FTTH etc.

The franchisees not only bring the business, but also create business, maintain it and

deliver it to the best to our customers. They facilitate the customers (who are their

business) by doing the CAF entry, maintenance of the lines (wired or wireless) and also

provide the services to the customers on behalf of BSNL.

They have a huge business expansion with different wings working on different modules

like sales, Work and Maintenance franchisees.

BSNL being traditional player and has many franchisees working under it. To establish a

platform to all the franchisees, make them work with ease, an online software tool

“Franchise Management System” is being provided to support the BSNL’s franchisees, to

manage their customer data base, enter the details of their respective business, to track

their complaint, attend the faults, get new business etc..,

FRANCHISEE MANAGEMENT SYSTEM:

This online tool provides an interface to all the Franchisees on PAN India basis, to meet

various functionalities like Customer data Creation, Activation of different services

opted by customers at the soonest, tracking of faults booked and their management,

performance monitoring of the services, status of different functionalities, account

management, team management, reporting module, commissioning reports etc.

Purpose: It is a single instance unified software package for serving BSNL

Franchisees on PAN India basis

Scope: It provides access to the Franchisees to carry out their work efficiently and

to manage their Business effectively apart from managing their Commission data.


ARCHITECTURE

BRIEF DESCRIPTION

Franchisee Management System is a unified software module for Franchisees with the different

verticals and functional requirements. It consists of the following basic modules as a proposed

solution:

SALES

Provides an opportunity to create new business like CAF entry, leased line circuit

creation, to track the orders created along with the status of the CAF etc..,

WORK

This module provides access to the faults orders and facilitates in modifying the business

currently working and to view the status of the completed orders.

MAINTENANCE

The faulty orders created through different sources like clarity, crm, customer care, phone

etc which are pertaining to the particular franchisee can be viewed here


Facilitates the franchisee to get the faults rectified in their respective logins by contacting

the related people in the department.

ACCOUNTS

The customer accounts generated by a particular franchisee, their related bills, the status

of their payments and invoices generated against them are all available in this option.

TEAM

Management of team, assigning them the work and keeping a track of them is possible

along with the time sheets

REPORTS

They speak about the faults booked by different customers which are in pending state and

cleared state, for which the reports are generated.

COMMISSION REPORTS

This is where the franchisees can actually see their revenue, claim and even take a

physical copy of the data for their perusal.

USER MANUAL

The complete process and method of using this online tool is clearly explained with flow

diagrams and screen shots in this module, where it can even be downloaded for future

use.

INFORMATION STORAGE

FMS Portal Stores information about users, units, franchisees, companies, services

provided by franchisees in a database.

Updates reports generated regularly as per the franchisee’s requirement.

Stores information about the Franchisees and Users, depending on all four

Zones/franchisee/type.

REPORTING

Visually display out reports of information in (.xls , .pdf) format and saved to a file or

to be printed.


1.2 AUTHORIZED USE PERMISSION

Any unauthorized use of this application without the consent of BSNL is prohibited. Any

unauthorized usage of the system and making unauthorized copies of data, software,

reports, and documents are also prohibited.

1.3 AUDIENCE DESCRIPTION

The Franchisee Management Portal is only to be use by an authorized user of Franchisee

or the Franchisee Managers in BSNL.

The Franchisee Management Portal will utilize the Franchisee Manager’s details, their

employee database (as provided by them) and employee information stored in the

database to map the user to a unit and also to keep track of various activities of the

individual user including tasks, sales, maintenance and work management activities.

1.4 HARDWARE REQUIREMENTS

The hardware requirements for the Franchisee Management Portal

Computer/workstation/notebook: Each franchisee should have a computer available to

use for this project. No particular funds have been allocated for any acquisition or rental

of hardware resources

Internet hardware and active Internet connection: Each project member should have

all the necessary hardware and an active connection to be able to access the project web

site. An Internet connection is required to connect to the Franchisee Management Portal.

HARDWARE GUIDELINES

CPU

A Pentium 1.0 GHz processor is the minimum recommendation. For best performance, a

Pentium 1.7 GHz or faster is suggested. Equivalent AMD processors are also supported.

The computer must have at least two available USB port.

Minimum

Pentium 1.0 GHz Processor

Recommended

Pentium Processor at 1.7 GHz or faster

Memory

2GB of RAM is the minimum requirement for 2 users.


1.5 SOFTWARE REQUIREMENTS

The software requirements for the Enterprise Portal:

Applicable web browser:

The Mozilla Firefox web browser is the only browser compatible to view the activity

and the menus effectively.

1.6 SOFTWARE DEVELOPMENT REQUIREMENTS

The software developments requirements are as follows:

Internet Explorer, Firefox or other applicable web browser:

The web browser is required. Mozilla Firefox is a free and open source web browser

descended from the Mozilla Application Suite and managed by Mozilla Corporation.

Microsoft Office:

Documents associated with this project are created as Word documents and Excel

documents.

Eclipse:

Eclipse is a multi-language software development environment that is used to develop

applications in Java

Apache Server v8:

Apache Server is a web server notable for playing a key role in the initial growth of the

World Wide Web.

Oracle 11g:

This database program will emulate the database that would hold the information

including user, company and other relevant information.

2.0 System Summary

User’s Manual 2

2.0 SYSTEM SUMMARY

2.0 System Summary

User’s Manual 2

2.0 SYSTEM SUMMARY

2.1 SYSTEM CONFIGURATION

A Mozilla fire fox web browser is required to view the activity and the menus. A graphical user

interface (GUI) along with an application programming interface (API), which will allow other

methods of interacting with the data, and third party application integration to be created as

needed. A keyboard and a mouse are required for inputting data.

2.2 LIST OF USER INTERFACES

DASHBOARD

Dashboard provides an easy access and interactive view of various booked orders, completed

orders, fault orders, total accounts with weekly statistics of Revenue and accounts.

SALES

Contains Submenus to access CAF pages for sales activities of the sales franchisees

1. CAF entry

2. CAF Status

WORK

Can view, modify as per customer’s requirement for the orders created based on sales by the

work franchisees

1. Booked Orders

2. Add Broadband

3. Completed Orders

4. Leased Circuits

MAINTENANCE

To manage the customer accounts by clearing the fault orders generated and track them by

the Maintenance franchisees

1. Fault Orders

2. Track Assigned Faults

ACCOUNTS

To manage the customer’s billing details, payments and invoices

1. Customer Accounts

2. Payment Status

3. Invoice Report

TEAM

The management of the franchisee’s teams, by the franchisee Manager, for the distribution of

work and time management.

2.0 System Summary

User’s Manual 2

1. Manage Team

2. Time Sheets

REPORTS

They speak about the details of the faults booked.

1. Pending fault Report

2. Cleared fault Report

COMMISSION REPORTS

These give the details of the Commission received / yet to be received by the franchisees.

1. Commission Summary

USER MANUAL

The overall FMS tasks, procedures etc are explained here in detail which can be downloaded

2.3 DEPENDENCIES AND CONSTRAINTS

The project is dependent on the current hardware/software policies and procedures in place for

FMS Portal.

The user interface must be viewable on a monitor with a 1024x768 resolution or larger

3.0. Getting Started

User’s Manual 2

3.0 GETTING STARTED


User’s Manual

3.0 GETTING STARTED

3.1 LOGGING ON

A user can login to the Franchisee Management Portal by browsing to http://www.fms.bsnl.co.in/ and

entering the Username allocated to them, password and click "Sign in." The system will transition to a

screen with various menu options and Dashboard page being open. After the user logs on to the system,

the user can proceed to the specific activity.

The Menu Items visible are variable depending on the type of User, his role and privileges based

on which he can or cannot access a menu item.


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3.2 SYSTEM MENU

DASHBOARD

Dashboard provides an easy access and interactive view of various booked orders, completed

orders, fault orders, total accounts with weekly statistics of Revenue and accounts.

SALES

This module provides access to CAF pages for data entry, submit the CAF and to know the

status of the CAF(s) already submitted.

WORK

The options to view, modify the already booked orders and completed orders as per

customer’s requirement are available here.

MAINTENANCE

The maintenance works like fault orders booked and to be cleared are available and also to

track the already assigned faults is present in this menu.

ACCOUNTS

This gives a detailed analysis of the customer’s accounts, their bill payment status and the

invoices generated against them.

TEAM

Coming to team, managing a team is more important for the systematic functioning of the

organization. Hence, this is an option to manage the franchisee’s teams and to assign works to

the designated, and help them to keep a track of the works.

REPORTS

It is the menu which provides the faults pending and faults cleared under a particular user

COMMISSION REPORTS

Gives the commission summary of the franchisees in detail

USER MANUAL

The facility to know the complete flow

SLA

HELP DESK


User’s Manual

3.2.1 DASHBOARD

The Dashboard is the first window that appears after the user logs in to the system, which shows

various statistics, Team activities and tasks pending etc.

The user can now select any options and Menus available on the page


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3.2.2 MENU HEADER

Menu Header Bar gives information and access to the user to his

profile, Inbox, Tasks Calendar widgets which are personal to the

user.

3.2.3 MENU SIDE BAR

The Menu can be minimized to allow for

maximum utilization of user space by clicking

the button.

The complete menu expansion is shown at the

side. The menu itself clearly explains the tasks

to be carried out and the facilities available in

the FMS portal.


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3.3 EXIT SYSTEM

When a user wishes to leave the EB Portal, the

user clicks "Log Out." The “Log out” button will

always be displayed at the bottom of the drop-

down menu of User Header Menu in web page.

4.0. Using the Profile

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4.0 USING THE PROFILE

4.0 Using the Profile

User’s Manual

4.0 USING THE PROFILE

4.1 USER MANAGEMENT – PROFILE ACCOUNT

Allows the user to modify the personal Info of the user, Change his/her profile picture by uploading

picture etc.

4.1.1 PERSONAL INFO


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4.1.2 CHANGE AVATAR

The user can upload their image in their own profile for better identification purpose.


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4.1.3 CHANGE PASSWORD

The users are facilitated to change their passwords in case they forgot the password or just likely

to update regularly as a security measure.

4.1.4 PRIVACY SETTINGS

This has an overall explanation of how the user management, change of user settings can be done by the

individual users, in their respective Logins.

5.0 Using the System

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5.0 USING THE SYSTEM


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5.0 USING THE SYSTEM

5.1 SALES

The foremost menu option is that of SALES.

This menu item is specifically designed to

create or enter the new business acquired by

the franchisees, and to track the status of that

business.

For example, if any FMS user wants to submit

a new Customer Application Form (CAF) to

BSNL, now there is a direct provision for the

franchisees to fill the CAF online through this

portal, and submit the CAF directly for

activation.

There is a flow chart explaining the typical

flow of how an order is generated and how the

tasks are carried out in a chain.

The status of already booked CAFs is also

visible in the option CAF Status as shown in

the image.

The foremost thing to learn about Sales is the creation of a service either NPC or CAF etc., the process of

its routing to the FMS portal, its execution and the complete cycle of execution. This is explained through

a neat flow diagram in the following:


User’s Manual

5.1.1 FLOW DIAGRAM FOR CAF ORDERS

This process is better explained in a Flow chart, defined as below:


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5.1.2 CAF ENTRY

A CAF (Customer application Form) is to be entered in the above designed format as per the norms,

meeting the customer’s requirements in 4 stages.

The step 2 is open to enter data only after all the mandatory fields marked by ‘*’ are entered.


User’s Manual

The step 3 is open to enter data only after all the mandatory fields marked by ‘*’ are entered in step 2.

The step 4, final step in CAF entry is open to enter data only after all the mandatory fields marked by ‘*’

are entered.

Once, the data is completely verified to be correct, submit is to be pressed for submission of the CAF

request, else modifications can be made by pressing the back button.


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5.1.3 CAF STATUS

The status of all the CAFs entered in a particular day/week/month can be fetched and action can be taken

accordingly.

The status clearly shows if the order is in progress state or the order created is successfully generated by

seeing the status marked against the CAF required.

The size of the display, like the number of CAFs to be displayed per page also can be altered.


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5.1.4 FLOW DIAGRAM FOR NPC ORDERS


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5.1.5 LEASED CIRCUITS

To create a new service under the leased lines section a separate option is provided under Sales, as it is

carried out by the sales franchisees. To create a new business in Leased lines, it is required to clear the

four step process, just like CAF entry by providing all the mandatory fields required, to proceed further.


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The data in the second step also to be filled with all the mandatory fields ‘*’ entered, so that the final step

can be reached.


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The form is to be filled completely to proceed further.

5.2 WORK

User can view, modify as per customer’s requirement for the orders created based on sales by the work

franchisees. The work franchisee group can easily book orders, modify the new orders or existing orders,

add facilities like broad band.

One can also find the already completed orders and also the leased lines, ftth, broadband etc., previously

created can be viewed.

5.2.1 BOOKED ORDERS

The orders previously booked can be viewed as

per the requirement of the user (franchisee

manager) by selecting the date range and

customizing as per their requirement.


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The status of all the orders booked in a particular day/week/month can be fetched and action can be taken

accordingly.

5.2.2 ADD BROADBAND


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Service enhancement can be done here. Like an already existing landline user can be given an option to

upgrade his service by requesting for new broadband connection, on an existing working number.

This provision is given under this menu, facilitating the user and the customer to have an easy access.

5.2.3 COMPLETED ORDERS

Even for Completed orders Menu customization reports are possible by selecting the date range from the

calendar provided in the drop down.

We have also provided an option or a search box to input the particular order number to make the view

simpler.

The below is the view for completed orders.


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5.3 MAINTENANCE

The third vertical in the section of franchisees is

the maintenance franchisee.

It plays a vital role in monitoring the orders

booked for faults, rectifying them/ getting them

rectified from the respective field units.

It also maintains the track of these faults, for

faster fault rectification and to provide better

services to the customers.

5.3.1 FAULT ORDERS

The feature available in fault orders is shown above. It gives the details of the faulty order like the service

number against which the complaint has been booked along with its docket number, type of subscriber,

customer details etc. The same data can also be exported into a .pdf or .csv file and also can be printed on

a paper.


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5.3.1 TRACK ASSIGNED FAULTS

To track the status of the faults assigned to different employees in the hierarchy, this module helps.

It comes with a search box where the dockets can be searched against the customer name, name of the

person to whom the work was assigned etc., to know the current status of the fault.

5.4 ACCOUNTS

Main menu item showing the sub-

menus: The Accounts Management

menu provides a facility to manage

the Customers Accounts. The

consolidated data about all the

customers under one franchisee can be

seen, the payments received/paid

across the customers can be viewed,

along with the invoices generated

against the payments made also can

be analyzed.


User’s Manual

5.4.1 CUSTOMER ACCOUNTS

The consolidated details of the customers under

their franchisee, as per the service type and the

total number of connections against each service

type are displayed under this sub menu for all

the Franchisees.

5.4.2 PAYMENT STATUS

The status of all the payments made by the customers against the services consumed by them are

displayed here along with the receipt details, billing account number, amount paid, payment date etc.., the

same details can be taken by the franchisees either by copy / excel / .pdf formats as required by them.

5.4.3 INVOICE REPORT

Here, the invoices generated against the payments made by the customers under that particular franchisee

are displayed. The same details can be taken by the franchisees either by copy / excel / .pdf formats as

required by them.


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5.5 TEAM

Team Management is a tool provided for the

franchisee to organize their Staff, create roles or

users, assign them functionalities, track their

performances etc.

Maintaining the teams, assigning tasks to the

team members, managing their roles, tracking

the performance of all the individuals in a team,

designing proper time schedules for them, is the

most prominent task for any franchisee to

facilitate the successful functioning of the

franchisees.

This is such an option provided to the franchisee

users.


User’s Manual

5.5.1 MANAGE TEAM

The above shown is a replica of, how the display would be for Manage team option. Here, there is also a

provision to add new user or to delete an existing user as shown below:

The ‘tools’ option provides option to save / export to excel /pdf options as below:

5.5.2 TIME SHEETS This is where the assigned task tree can be found. The faults and provisions also come into the same view

which is updated on a regular basis.


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This page is having a new option

either to print the data / export to

CSV file / to export the data into

PDF file

5.6 REPORTS

As per the Franchisee logged in, the reports of

the pending faults, cleared faults can be found.

Even the list of franchisees using the FMS portal

also can be viewed.

These reports facilitate the overall performance

of the team as a whole.


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5.6.1 PENDING FAULT REPORT

The pending fault report gives the detail of the faults in pending status, their docket number, service type,

date of booking of the complaint, details of the customer and also the detail of the person where it is

pending, so as to enable tracking.

5.6.2 CLEARED FAULTS REPORT

Similar to the pending faults report, the Cleared faults report also gives the detail of the faults in pending

status, their docket number, service type, date of booking of the complaint, franchisee assigned to clear

the fault, details of the customer and also the detail of the person where it is pending, so as to enable

tracking. All this data is visible for the past seven days.


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5.7 COMMISSION REPORTS

The FMS Commission Reports gives the details

about the payments being made to the

franchisees by BSNL counter parts.

The status of the payments made, the

consolidated details or the summary also can be

viewed. This data is available as per the business

made by the particular franchisee.

5.7.1 COMMISSION SUMMARY

The commission summary is the report which facilitates the Franchisee Manager to manage their

payments.

Get consolidated reports by selecting the franchisee code from the drop down as shown above. One can

fetch the data pertaining to that particular franchisee.

The same data is available for printing, exporting as .csv for editing and also viewable .pdf format.

6.0 User Manual

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6.0 USER MANUAL

6.0 User Manual

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6.0 USER MANUAL

A user Manual is uploaded in the options in a

menu, so that it can facilitate any new user to

access the FMS portal with ease. This user

Manual is also available for download.

7.0 SLA (Service Level Agreement)

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7.0 SLA (SERVICE LEVEL AGREEMENT)


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7.0 SLA

This SLA (Service Level Agreement) is an option to facilitate the franchisees to calculate their fault(s)

clearance duration or orders provisioning duration which are crossing (24 hrs duration), the guidelines of

the SLA made with the BSNL.

The Service Level Agreement helps the franchisees to get a clear idea about each and every docket/order.

The users (franchisees) are provided with an option to express their opinion either consent or

disagreement to the SLA shown for the individual dockets/orders. They also can express their views in

comments. The same shall be then shown to their concerned Franchisee Manager in his/her login as a new

request, which will be processed as per the flow.

As of now, the SLA feature has been implemented only for the Maintenance Franchisees (which work on

fault dockets).

7.1 MTCE SLA

The Menu option SLA caters to the needs of the fault dockets clearance corresponding to the maintenance

franchisees.

This facilitates different options like the consolidated SLA report, the comments of the franchisee and the

dockets which were sent to the Franchisee Manager after the franchisee differs the dockets. All the

dockets displayed here are having duration more than 24 hours of clearance.


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The above shown is an example of the fault dockets which are open to the franchisees for their action.

The EDIT button when pressed opens a drop down with the options either to AGREE with the SLA

duration or to DIFFER.

Once, the opinion is selected as AGREE, then confirmation is to be given by pressing the CONFIRM

button which gets highlighted.


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Once, the AGREE option is selected, the portal prompts either to CONFIRM the choice or to CANCEL

the choice, which can be made accordingly by the Franchisee.

If the option is selected as DIFFER, the complete history of that particular docket is displayed to the

franchisee with a comments box to express their views.

The franchisees can also opt to get exemption for certain period in the processing of that docket by

checking in the Request check boxes displayed against the docket in the docket fault history, as shown in

below screen shot.

The same shall be sent to their corresponding Franchisee Manager as a new request, if he is to admit the

request or reject it as per the facts of the field.

Proper remarks need to be updated in the comments box before Requesting for exemption for any

particular docket selected.


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The Dockets once they are selected to DIFFER will be displayed in the ‘SENT TO FRANCHISEE

MANAGER’ sub option for perusal.

The final SLA report of that particular franchisee is displayed in their login as below. This report also is

customizable. It has an option to select the customized period required from the Date picker and thus the

relevant records can be filtered as per dates and the records can be fetched.

As a quick access option, reports can be fetched for last 7 days or last 30 days or the current month or

previous month from the date picker.


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The records are fetched for a particular period as below, shows the status of the dockets whether they are

RECONCEILED or NOT against them.

Thus a report can be generated from the required data by clicking on the ‘GENERAT REPORT’ button

present at the bottom of the page.

But, if any of the dockets were left unattended like if they are pending for the opinion of the Franchisee

Manager or for the reconciliation of the franchisee, a message box is displayed to warn the action to be

taken by the concerned as shown below:


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At any point of time all the reports can be exported in .csv, .pdf or .xlsx formats through the tools option

present to the right side of the page as per the requirement.

8.0 Help Desk

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8.0 HELP DESK

8.0 Help Desk

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8.0 HELP DESK

The last but not the least menu item is ‘HELP DESK’ which caters to all sorts of issues of the FMS

portal.

This Menu has options to:

Raise new docket

Trouble tickets Assigned

Trouble tickets raised

Raise New Docket provides an opportunity to raise new dockets pertaining to the FMS portal. It also

allows an option to set priority to the docket either it is high, medium or low.

Here, complaints can be booked pertaining to CAFs, commission, Faults, orders, SLA etc., with a brief of

it and related comments in the comments box which generates a unique docket number for the same and

can be used for further reference. The Status of the same can also be monitored.

8.0 Help Desk

User’s Manual

A confirmation is shown after the ticket is booked successfully, as shown above.

The list of all the dockets raised by the franchisees, are seen in the ‘TROUBLE TICKETS RAISED’

along with the status of the docket and providing an option to MANAGE the same…

The details of the ticket are shown and also option is given to chat, for the franchisee manager. Once,

when the user chooses to close the ticket, the same can be opted from the drop down provided for Status.

When the Franchisee chooses to MANAGE the docket the following page is displayed providing further

more options like below:

It also provides an option to close the dockets from this page. Also, to note that a docket once closed can

also be re opened by the franchisee itself.

8.0 Help Desk

User’s Manual

The Tickets booked by the franchisee from their login are displayed in their corresponding Manager’s

login as below, facilitating them to resolve the issue and comment.

9.0 Project Scope and Status

User’s Manual

9.0 PROJECT SCOPE AND STATUS

9.0 Project Scope and Status

User’s Manual

9.0 PROJECT SCOPE AND STATUS

9.1.1 PHASE – I

Enabling Franchisees to create Log ins to monitor their customers connections

Creating new Customer / Business by franchisees

Modification of business as per customer’s requirement

Monitoring the faults if any to the customer’s service

Tracking the faults to facilitate fast restoration of services to customers

Generating reports for different fields like creations, faults, orders, payments

Tracing customer’s payments and invoices

Details of commissions received and reporting.

User manual which systematically guides the user to perform their operations at ease.