Transcript Wireless Work Order Assessment What
DIRECTV Connected Home Work Order Training
1
May 5, 2010 V.1
DIRECTV Connected Home
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Introduction
– With the launch of Connected Home Multi-Room Viewing (MRV) product, new Fields and Order Line Items appear on the printed Work Order – These changes are necessary to accommodate the programming and support hardware required to successfully install and activate the Connected Home MRV product – This document explains the new Order components and provides a high-level look at the changes to the printed Work Order 2
DIRECTV Connected Home
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Prerequisites
– This material is part of the Connected Home Certification course and is intended for users who have successfully completed the Connected Home Installation course
Introduction
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Connected Home Guiding Principles
There are five (5) guiding principles to follow when activating and closing Activities with or without MRV Programming
1.
2.
R
eceiver DECA • Every SWiM MRV compatible receiver installed (excluding the H24 and HR24 receivers) must include a Receiver DECA
E
ducation • During every SWiM installation, with MRV Programming or No Programming, the technician must provide MRV product education 4
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Guiding Principles 3.
4.
5.
B
roadband DECA • Every installation, with Internet, will include a Broadband DECA OLI on the Order
B
and Stop Filter • Every SWiM non-MRV compatible receiver installed must include a Band Stop Filter (BSF) OLI on the Order
S
WiM • Every MRV installation must be SWiM compatible 5
DIRECTV Connected Home
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New Order Components
There are three new fields that display in the OLI Details screen –
Mode:
Use this field to identify whether the customer ordered MRV programming. The system displays either
basic
,
programming
or
noprogramming When the Mode field displays basic the customer did not order HD equipment. However, if the technician installs an H24 or HR24 IRD the system will require you to add the required MRV equipment to all other IRDs on the account.
DIRECTV Connected Home
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New Fields (Cont’d)
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Compatibility:
Use this new field to determine if the Account is MRV, SWiM and MPEG4 compatible. The system displays: • • • MRV:
programming
SWiM:
True
MPEG-4: or
True blank
or
noprogramming
or will not appear in non-MPEG-4 markets
The MPEG-4 value is for informational purposes letting you know the local channels are broadcast in high definition in the market area.
DIRECTV Connected Home
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New Order Components New Fields (Cont’d)
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Capability:
A Capability field will populate on a printed Work Order with ATSC =
True
in Local-into- Local markets where the MPEG-4 local channels are not received via the 99 and 103 .
• The Siebel system will auto-add an
AM21
an IRD without a built-in tuner OLI to the Order upon activation of
Important Note: Upon activation of a receiver, the Siebel system auto-checks the receiver ’ s back-end Compatibility and Capability criteria and adds the required additional OLIs.
DIRECTV Connected Home
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New Order Components New Order Line Items (OLIs)
– Every SWiM MRV compatible receiver installed (without a built-in DECA), requires a
Receiver DECA
. Once an IRD is submitted and closed the Siebel system automatically determines if the receiver is
MRV compatible
or
non-MRV compatible
and adds the required
RECEVER DECA
to the Order. •
Note:
H24 and HR24 IRDs have a built-in DECA. If you install one of these IRDs, a Receiver DECA OLI will not be added.
Receiver DECA
DIRECTV Connected Home
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New Order Components New Order Line Items (OLIs)
– For every MRV installation, with Internet, a Broadband DECA OLI displays on the Order. If the customer does not order Internet the new Broadband DECA OLI will not display. • Note: The Broadband DECA displayed above will be available summer of 2010. If this device is not available in your area, install a Receiver DECA in its place with a power supply at the Router.
Broadband DECA Requires a Power Supply
DIRECTV Connected Home
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New Order Components New Order Line Items (OLIs)
– For every IRD Standard or IRD DVR added to the Order, a Band Stop Filter (BSF) OLI displays. – Once an IRD OLI is submitted and closed, the Siebel system determines if the receiver is
SWiM
and
MRV compatible
or
non-MRV compatible
and automatically deletes the unnecessary BSF OLIs depending on the Order scenario.
Band Stop Filter
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New Connected Home Field Values Field Tech Action Taken Value Value Support Hardware Swap Action Required Value System Swapped Description This value is selected by the technician when swapping the Connected Home Support Hardware components on a Service Order.
This value is a system generated value used for Orders when the customer upgrades to MRV programming.
Category Values
SysAdded
Deleted These category values display when Order Line Items are added or deleted by the system during the IRD activation process.
DIRECTV Connected Home
Receivers
D10 D11 D12 R15 R16 R22 H20 H21 H23 H24 HR20
Compatible MRV Receivers SWiM Compatible?
No No Yes No Yes Yes
MRV Compatible?
Standard SD
No No No
Standard Def DVR
No No Yes Yes Yes Yes Yes Yes
High Definition (HD)
No Yes Yes Yes
High Definition DVR
Yes
Need DECA?
N/A N/A N/A N/A N/A Yes N/A Yes Yes Built-in Yes HR21 HR22 HR23 HR 24 Yes Yes Yes Y Yes Yes Yes Y Yes Yes Yes Built-in
BSF?
N/A N/A Yes N/A Yes No Yes No No N/A No
See Note
No No No No
Printed Work Orders
New Install #2
Former Install
Wireless Orders
Resolution Codes Resolution Type Group DECA Add DECA Replaced Band Stop Filter Add Band Stop Filter Replaced DECA Broadband Add DECA Broadband Replace Triplexer Replace/Add Power Supply Replace DECA Cable Replaced Ethernet Cable Reattached Ethernet Service Service Service Service Service Service Service Service Service Service Connected Home Connected Home Connected Home Connected Home Connected Home Connected Home Connected Home Connected Home Connected Home Connected Home Customer Issue Customer Equip Comp/Router Service Configure/Authorize MRV Service Connected Major Group Installation Quality Equipment Quality Installation Quality Equipment Quality Installation Quality Equipment Quality Equipment Quality Equipment Quality Installation Quality Installation Quality Customer Issue Customer Issue
Escalation Procedures
• Order Modification Group (OMG) – As a field technician, you will call a DIRECTV specialty group known as Order Modification Group or OMG (1 888-785-5520) to modify Residential Work Orders when necessary. Only call OMG when you are at the customer’s home,
pre-activation
, and the Work Order needs to be changed.
Escalation Procedures
• Dispatch – As a field technician you will call Dispatch to assist with work order modifications. You should also call Dispatch to resolve failed order line item errors when activating Orders via your handheld device. Dispatch will create an Internal Service Request (ISR) to request assistance from one of the following groups: •
Work Order Integrity (WOI).
An ISR is created for WOI assistance when a work order modification is needed “post activation,” such as line item add, delete, relocate, or an existing equipment swap from the order.
•
Field Operations System Support (FOSS).
the order are successfully closed. An ISR is created for FOSS assistance to ensure all required failed line items on
Assessment Review
Wireless Work Order Assessment
1.
What “three” new fields display on the Order for Connected Home?
a) Tech Action Taken b) c) d) e) f) Mode MAS Programming Capability Product Line Compatibility
Wireless Work Order Assessment
2.
One Band Stop Filter (BSF) is added for every
–
OLI on an Order.
True – False
Wireless Work Order Assessment
3.
A Receiver DECA will not be added when an
–
HR24 is Activated.
True – False
Wireless Work Order Assessment
4.
a) b) c) d) e)
What are the new non-serialized OLIs which could appear for a MRV Connected Home Order?
BS Filter IRD HD/DVR COMBO Receiver DECA KA/KU LNB SWM 3 Broadband DECA
Wireless Work Order Assessment
5.
Close all serialized OLI FIRST prior to
–
submitting non-serialized OLIs.
True – False
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6.
– –
A Capability field will populate on a printed Work Order with ATSC = True in Local-into Local markets where the MPEG-4 local channels are not received via the 99
and 103
.
True False
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7.
– –
Every MRV new installation will have SWiM compatible Support Hardware OLIs on the Order.
True False
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8.
Why would a BS Filter OLI appear on the Work Order?
a) BS filters are required when an IRD is not SWiM compatible.
b) c) d) BS Filters are included for "Potential" SWiM non-MRV compatible IRDs As support hardware for the customer’s internet To support a SWiM installation
Wireless Work Order Assessment
9.
b) c) d) e) f) g) h) i) Which “3” IRDs are SWiM compatible and require a BANDSTOP FILTER. Check all that apply. a) H20 R15 H21 R22 D10 D11 HR24 R16 D12
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10.
A RECEIVER DECA OLI will be added to every
–
MRV Compatible Order?
True – False
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11.
If the Mode and Compatibility fields reflect the following on a Printed Work Order, what should the technician do? Check all that apply. a) b) c) d) Educate the customer on MRV Programming Be aware the IRDs to be installed are SWiM compatible Do not install MRV Support Hardware Install MRV Support Hardware
Wireless Work Order Assessment
12.
The Siebel system will add or delete non serialized OLIs based on the type of IRD activated.
– – True False
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13.
If the Mode, Compatibility and Capability fields reflect the following on a Printed Work Order, what should the technician do?
a) Educate the customer on MRV Programming b) c) d) e) f) Install one AM21 Off Air Antenna for the three IRDs being installed Be aware the IRDs to be installed are SWiM compatible Do not educate the customer on MRV Programming Install one RECEIVER DECA for each MRV Compatible IRD being installed (without a built-in DECA) Install an AM21 Off Air Antenna for the IRD-DVR if the IRD does not have the tuner built-in
Wireless Work Order Assessment
14.
A BROADBAND DECA OLI appears if the
–
customer chose Internet.
True – False
Wireless Work Order Assessment
15.
When a technician has a Service Activity and the customer’s BROADBAND DECA needs to be replaced, the technician will need to add a new BROADBAND DECA OLI to the Order.
– – True False