1. Control Flow
2. Admin User Manager
1. ROLES
2. Terms Used:
3. Rules :
4. Permissions :
1. Add New User :
2. User Search
3. Home Page
4. Complaint Manager
1. New Complaint
2. Unassigned Complaints
3. Assigned Complaints
4. Down Time Report
5. Performance Report
6. Complaint Tracing
7. Closed Complaints
8. Resolved Complaints
5. Category Manager
1. Create Category/Sub-Category
2. Category Search
1. Update
2. Delete
6. Exchange Code Manager

Control Flow

User logs on to http://202.159.215.118:8080/AKSH_MTNL and enters username and password, as shown on [Screen1] below:

Screen1

Next page will show sections as per their Roles. For eg. Super Admin (from Aksh or MTNL) will have access to all sections, whereas Admin will not have access to Admin User Manager. Roles with permissions can be defined as below:

•  Super Admin: Complaint Mgr., Category Mgr., Admin User Mgr., Exchange Code Mgr., Change Password

•  Admin: Complaint Mgr., Category Mgr., Change Password

•  Aksh Customer Support: Complaint Mgr., Change Password

•  Aksh NOC /Engineer: Complaint Mgr., Category Mgr., Change Password

•  Mtnl NOC/Area Manager/General Manager: Complaint Mgr., Category Mgr., Change Password

Below screen [Screen 2] shows sections available when a Super Admin logs in.

Screen 2

Screen3: Admin

Admin User Manager

Admin User Manager can be accessed only by Super Admin. All the new users are created from this area and permissions and roles are assigned accordingly.

  ROLES

Broadly dividing, two types of operations are being performed under Admin User Manager:

Add New User

1. User Search

Terms Used :

•  Company Code: Aksh, MTNL

•  Role Name: Super Admin, Admin, Aksh NOC, Mtnl NOC, Engineer, General Mgr., Area Mgr., Customer Support

Rules :

1. When a complaint is being lodged by Customer Support Exec. From Aksh, he can assign it only to Aksh NOC .
2. Aksh NOC can assign any complaint to Mtnl NOC and Aksh Engineer .
3. Mtnl NOC can assign any complaint to Aksh NOC.
4. However, an Aksh Engineer cannot assign directly to MTNL NOC, Mtnl General and Area Mgr. Similarly, Mtnl General and Area Mgr. cannot assign directly to Aksh Engineer and Aksh NOC.

Please see [Diagram] below:

Permissions :

1. Add New User :

‘User Action Permissions' will be assigned as per Company Code and Role Name selected.

All fields with asterisk are mandatory.

Checks uniqueness of username

Step 1:

Step 2: Area (User) Permissions – Once a user is created, the super admin decides which areas should be assigned to the user. Selecting ‘All' means all areas are assigned to the user.

Note : Super Admin, Admin, Aksh NOC and Mtnl NOC will have all areas under them.

2. User Search

The Super Admin can perform search, update and view the users from this area.

Search Results

1. Update – hyperlink – Lets the user update his details.
2. View – hyperlink – gives all the details of the user.
3. Username
4. Company Code
5. Rolename
6. Area Permissions

1. Update – All fields are updateable except ‘Company Code'

Home Page

Clicking on Complaint Manager brings up below page

Hyperlinks which open respective search pages

Complaint Manager

1.1 New Complaint

•  New Complaint will be logged by the Customer Support Executive who will belong to Aksh.

•  All the fields with Asterisk are mandatory.

Step 1:

Step 2: Confirm page

Step 3: Generates Complaint Id.

•  Complaint Id is generated and the complaint goes to Unassigned area.

•  Format of Complaint Id will be “ yymmdd-<Complaint Initials>(if entered in Category Mgr.)-No .”

Page 1: Search page

  Rules

1. When a complaint is being lodged by Customer Support Exec. From Aksh, he can assign it only to Aksh NOC .
2. Aksh NOC can assign any complaint to Mtnl NOC and Aksh Engineer .
3. Mtnl NOC can assign any complaint to Aksh NOC.
4. However, an Aksh Engineer cannot assign directly to MTNL NOC, Mtnl General and Area Mgr. Similarly, Mtnl General and Area Mgr. cannot assign directly to Aksh Engineer and Aksh NOC.

Page 2: Complaint Assign Page- Complaint is assigned from Assign To field.

Note: If a complaint is repeated within 30 days from same no., it is shown in pink color in all the sections namely:

•  Unassigned Complaints

•  Assigned Complaints

•  Closed Complaints

•  Down Time Report

•  Resolved Report

Page 2: View Page

With “Edit Complaint”, following fields can be edited. Please see [figure] below:

•  Assign To – Complaint can be assigned as per rules mentioned above under [Section 1.2 Unassigned Complaints]

•  Status – A complaint's status can be changed to closed only by Aksh Customer Support. Rest all (Mtnl NOC, Aksh Engineers etc.) can resolve a complaint.

•  Complaint Category

•  Complaint Type

•  Comments section

Important:

•  When status of a complaint is changed to ‘Resolved', it is mandatory to fill in the Assign To field, else system will give an error.

•  When status of a complaint is changed to ‘Closed', all the fields on Edit Complaint page would be disabled.

1.4 Down Time Report

This report calculates how much time a complaint took to resolve, that is, the day when the complaint was launched to the day it was closed.

•  Down Time – If the complaint takes less than a day to resolve, total hours are shown.

•  Down Time % - Down time % is calculated when Start Date and End Date are specified under search criteria.

Down time % = (Down time/No. of days)*100

1.5 Performance Report

This report shows performance of an entity within time period. Following are the statistics, which are shown under Performance Report.

•  It is mandatory to enter Company Code.

1.6 Complaint Tracing

•  This area shows history of events that took place since the complaint was launched. No changes can be made in this area. It also displays name and address of customer.

•  The admin can see the updates for one complaint at a time by putting in Complaint Id or Complaint Telephone No [See Figure1] .

•  All the comments and updates are displayed in descending order of their date and time [See Figure2] .

Figure 1:

Figure 2:

1.7 Closed Complaints

All the closed complaints can be viewed from this area. This section only shows history of complaints.

Figure 1:

1.8 Resolved Complaints

Figure1:

Figure2:

Category Manager

A new category or a sub-category related to the type of problem, can be added from here. Category Manager can be accessed by the Admin who can define categories.

This can be divided in two sections, namely:

Add New Category/Sub-Category

1. Category Search – By default, Category Search page is shown.

Create Category/Sub-Category

Step 1 : Select Category – Combo containing list of all the categories that have been created till date. The Admin can select a category under which new sub-category has to be created. This box also contains an option [Select New Category]. A new category can be created by selecting this option.

•  Fields with asterisk are mandatory.

Category Search

Figure 1:

Search Results (as shown in [Figure 1] above)

1. Delete – hyperlink – Clicking on delete asks for confirmation “Are you sure to delete this sub-category”. Selecting yes deletes the sub-category.
2. Update – hyperlink – Opens a new page where Category as well as sub-category is editable.
3. Category
4. Sub-Category

Return To Top

Update

Delete – Clicking on delete brings up this dialog box.

Exchange Manager

  •  Exchange Code Manager can be accessed only by Super Admin.

•  The areas corresponding to the respective exchange codes can be updated from here.

•  All the exchange codes along with their current area names are displayed on one page.