Transcript CDR Project 1 (CRM)

CDR L1/L2 Training – CRM
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CDR Training – CRM
Agenda
• Prerequisites
• CDR Architecture Quick View
• To Get Users Created/Updated In CRM
• To Get Main Locality/Sub locality Created In CRM
• First Time Logging in to CRM
• Order Progression and Integration Touch Points
• Frequently occurring errors and their resolution
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CDR Training – CRM
Prerequisites
• Users should be aware URL of CRM Production Environment
• http://crm.sdc.bsnl.co.in/
• Users should have Login Details of CRM Production Environment for support
user
• Oracle client should be installed at support systems
• Users should have Login Details of CRM Production Database
• Users should be aware of architecture CDR Project
• Users should be aware of all the scenarios in CRM
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CDR Training – CRM
CDR Architecture – A Quick View
CDR Applications
Customer Mgmt
Order Mgmt
Assurance
Marketing &Sales
Product Management
Web Self Care
Analytics Reports
OM
Inventory
Provisioning
Billing
Plans
Charging & Invoicing
PMS
Payments
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down stream systems
CRM
CDR Training – CRM
To Get Users Created/Updated In CRM
• Support group members should take request for User Creation/Updates from
authorized BSNL person in proper format and create a Service Manager (SM)
Ticket for the same.
• SM Ticket Should have all the details regarding the user like
• First Name
• Last Name
• Employee Number
• Correct Role according to CDR (CSR,CO,AOTR etc..)
• Respective exchanges should be there for CO
• Respective Number Ranges should be there for AOTR
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CDR Training – CRM
To Get Main Locality/Sub locality Created In CRM
• Main Locality/Sub locality should be unique across the different modules of
CDR
• SM Ticket Should be raised to create New Main locality/ Sub Locality .Ticket
should have all the details like
• Main Locality
• Sub Locality
• Exchange Code (CDR Exchange Code)
• WLL Exchange Code
• PIN Code
• Exchange Type (Rural/Urban)
• Workgroup (Clarity)
• All request should be created for Clarity first. After completion in clarity it should
be done in CRM
• Existing Main Locality / Sub locality Should Not be changed. New record should
be created by adding meaningful suffix to existing one.
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CDR Training – CRM
First Time Logging In To CRM
• User should have Internet Explorer (IE) Version 6 or 7 (Preferably 6)
• Users should have admin login to the system for fist time CRM client login
• Siebel Hi Interactivity Client require ActiveX.
• Siebel Automatically download required files on first time login to the client.
• Go To Tools Internet Options  Security  Internet  Custom Level
• Select ‘Enable’ for all the sub options in ‘ActiveX Controls and Plugins’
• Go To Tools Internet Options  General  Settings  View Objects
• Delete all the files with name as Siebel or Hi interactivity (Don’t delete java
, jre files)
• Login to CRM client.
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CDR Training – CRM
Order Progression and Integration Touch Points
Our Customer.. Account Id
is - 4004004001
What is your mobile number
& Best time to call?
Contact
Phone Line 1,2..
Broadband. ISDN.
t Customer is subscribed
Service
(product
instance)
Trouble
Ticket
Phone dead.. Bill not correct..
Customer
Account
Billing
Account
What BSNL sells.. Order
Address
Landline,
Broadband, WLL,
Line Items
ISDN ..
Plans
Service
Request
Products
Pls help !
I want electronic bill..
My10name is spelt wrong!!
One Customer..
More Bill Accounts!
Account id :
1234567890
1234567891
One customer - Any number of
addresses!
Installation address1, 2..
Billing address…
New Phone/BB
orders.. Change my
plan.. Remove
facility.. (Sales &
Service Orders)
CDR Training – CRM
Order Progression and Integration Touch Points
• ‘Create Account’ in Customer Account  Billing Account
• Billing System (Kenan)
• ‘Available Numbers’ In Orders
• Inventory (Clarity)
• ‘Reserve Number’ In Orders
• Inventory (Clarity)
• ‘Accessory Check’ In Orders
• Inventory (Clarity)
• ‘Demand Note’ In Orders
• PMS
• ‘Submit Order’ In Orders
• EAI
• ‘Milestones’ In Orders
• EAI
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CDR Training – CRM
Order Progression and Integration Touch Points
• ‘Submit’ / ‘Approve’ in Trouble Tickets
• EAI
• ‘Approve’ In Service Request
• EAI / Billing System (Kenan)
• BB Billed/Unbilled Usage
• Billing System (Kenan)
• CDR Details
• Billing System (Kenan)
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CDR Training – CRM
Order Status is Not Changing
• Check Order Status and Milestones of the Order. If there is no Milestone and
order status is
• Open: Order is not yet progressed by CSR
• Not Feasible : Number Availability or Number reservation got failed
• Submission In Progress : Check Order Date, Check Parent Order
• In Progress: Check with EAI
• If there are Milestones and order status is
• Open/ Not Feasible / Submission In Progress : Check Cancellation
Reason.
• In Progress: Check Milestones.
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CDR Training – CRM
On clicking Customize Button, Application is
Getting Hanged
• By installing the 917425 ( Internet Explorer ActiveX compatibility patch)
• Changing the Internet Explorer Settings
• Open Internet Explorer Window
• Click Tools menu  Internet Options Click on Settings
• A new window will open change the setting called “ Check for new
versions of stored pages ” to ‘ Automatically ’.
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CDR Training – CRM
Demand Note Is Not Getting Generated
• In CDR System, Demand Note will not be generated for annual plan. It always
come in next bill.
• May be zero deposit scheme selected
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CDR Training – CRM
Shift Disconnection Completed, Reconnection In
Progress
• CSR has raised a shift order, cancelled the shift order meanwhile the shift
disconnection was completed. Then raised a new provision order, Demand
Note raised for this NPC order but for the shift connection subscriber no need to
pay any amount. How to proceed for such kind of orders.
• For this kind of orders. Please follow the procedure:
If the Shift order was Cancelled, while raising NPC, In Order details Screen In
More Info Tab .
In Comments field please mention the reason for raising new order. In
customize button Select Deposit Scheme as 'Zero Deposit'.
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CDR Training – CRM
Exchange Type Should Be Same
• While creating Shift Across Exchange Order, when clicked on Available
numbers getting alert as "Installation address and Billing Account Exchange
type should be same".
• The Billing address and installation address type should be same , either the
both fields should be in rural or urban.
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CDR Training – CRM
ECS Data Correction
• While correcting data for ECS customer it is not allowing changing.
• For this CSR has to raise SR changing first to Cash and again SR for changing
it back to ECS.
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CDR Training – CRM
WSC User Registration Problems
• User Registration without Broadband
• User Request will be sent to Primary Web CSR of that Zone and Web
CSR has to approve the Request. So that User can login into the WSC
Portal.
• User Registration with Broadband
• User login directly once the Registration process is completed. User
Request need not to be approved by WEBCSR.
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Questions?
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Thanks
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