AKSH-MTNL
Customer Relationship Management
Help | Complaint Manager | OB Manager

Table of Contents

  1. Introduction
  2. Overview
  3. Stake Holders
  4. Rules and Roles
    1. Rules
    2. Roles
  5. Control Flow
    1. New OB
    2. Assigned OBs
    3. Installed OBs
    4. Refused OBs
    5. Closed OBs
    6. OB Tracing
    7. Performance Report
    8. New OB Upload
    9. Status Report(s)
    10. Aksh Report(s)
  6. Flow of IT Unit




1. Introduction


This section will describe functionality of OB Manager. OB Manager mainly keeps Track of new orders of the product, Monitors their installation and takes care of Reporting. Therefore, from the moment new order is placed and correspondingly uploaded in our application till it is installed or refused all the activities are tracked through OB Manager.

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2. Overview

Orders of two products viz. IPTV and VOIP are undertaken through this application. Basically, our application would perform three kinds of functions:

•  Tracking

•  Monitoring

•  Reporting

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3. Stakeholders  

MTNL –

SDE NOC, SDE SYS, ECN, IT UNIT, NOC, Area Manager, General Manager, Admin, Super Admin.

AKSH –

Customer Support, Engineers, NOC, Admin, Super Admin.


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4. Rules and Roles

  1. Rules -
    1. Super Admin can have access to all the areas.


  2. Roles -
    1. AKSH
      • Super Admin
      • Admin
      • Aksh NOC
      • Customer Support
      • Engineer

    2. MTNL
      • Super Admin
      • Admin
      • MTNL NOC
      • Area Manager
      • General Manager
      • IT UNIT
      • ECN
      • SDE SYS
      • SDE NOC

    Assignment Rules




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    5. Control Flow

    On the Home page, there is a tab for OB Manager. Please see below.



    Fig 1:


    Clicking on OB Manager shows all the following tabs. See [Figure 2]:

    •  New OBs

    •  Assigned OBs

    •  Installed OBs

    •  Refused OBs

    •  Closed OBs

    •  OB Tracing

    •  Performance Report

    •  New OB Upload

    •  Status Reports (Only applicable for MTNL Admin, Super Admin)

    •  Reports (Only applicable for AKSH Admin, Super Admin)

    Note: The tabs will be visible depending on the permissions assigned as per Rules [in Section 4]



    Fig 2:


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    5.1 New OB

    This section is accessible by

    •  MTNL NOC.

    •  MTNL Area Managers having areas under them.

    The customer will first call on MTNL toll free number and place the order. The MTNL Support Staff will make the entry in their application and upload all the data through ‘New OB Upload' [as shown in Figure 2 above] in our application. New OB Upload is explained in separate section.

    Once data is uploaded, it gets saved in New OB section [See Fig 3] for New OB section.



    Fig 3


    Search Inputs

    1. Telephone No.: (text box)
    2. Docket Number (text box)
    3. City: (Drop-down)
    4. Area: (Drop-down)
    5. Request For: (Drop-down). VoIP, IPTV
    6. OB Number: (text box)
    7. Requested Plan: (Drop-down). With an additional “Add Plan” feature.
    8. Current Status: (Drop-down) PENDING, INSTALLED, REFUSED .
    9. Start Date
    10. End Date

    Search Results

    1. Action –> View Hyperlink [Explained below]
    2. Docket Number – This is the number that is generated when a customer calls on MTNL toll free number and gives the order, which is maintained in MTNL's application. Docket No. is unique.
    3. OB Number – This number can be assigned later, that is, after the orders are uploaded to our application.
    4. Request Date
    5. Request For
    6. Requested Plan
    7. Current Status
    8. Customer Name
    9. Customer Telephone
    10. Current Owner – Currently the OB in question is assigned to whom.

    OB View Page – Once basic feasibility is checked at the backend, status is changed and the Booking Order is assigned to Aksh/Aksh NOC. To change status and assign, click on ‘To Edit OB Click Here' hyperlink.



    Fig 4


    Edit OB



    Fig 5


    Editable fields:

    1. Assign To: (Drop-down)
      • AKSH -> When the order is assigned to Aksh, list of Engineers/Area Managers who belong to the respective area (from where the order came), also populates.
      • AKSH NOC -> When the order is assigned to Aksh NOC, Aksh NOC can thereby assign to the Engineers.

        Note : MTNL NOC can assign to AKSH NOC directly.

      • MTNL NOC ->
        1. When there is an ECN down problem then assignment to “DEBB (ECN)”
        2. VMAC related issue – assignment to “SDE-SYS” or alternatively to “Area Manager”
        3. Fibre/Link break or losses – assignment to “SDE-NOC”
        4. When Refused/Installed - assignment to “IT-UNIT”
      • MTNL -> There will be respective Area Manager/General Manager of concerned areas, ECN category, IT UNIT, SDE SYS, SDE NOC.

    2. Status: (Drop-down)
      • Pending -> When the order is assigned to AKSH/AKSH NOC or MTNL's Area Manager of concerned areas, ECN category, SDE SYS, SDE NOC, the Status is set to Pending.
      • Closed -> The Status is set to ‘Closed' if the feasibility check is done and the order cannot be processed further.
      • Refused -> When the customer refuses
      • Installed -> When the OB is successfully completed and the equipments installed at customer end.
    3. Received at Noc: The status is always set to ‘Yes', to acknowledge that the order has gone through feasibility check and area manager has informed after performing the check.
    4. Comments: (Text area): These are to be given after the order is assigned and status is changed.
    5. OB No.: (Text box): Unique OB No. can be entered here.
    6. VMAC: (Text box) 12 digit alphanumeric number, which can be entered here.

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    5.2 Assigned OBs

    This section is accessible by AKSH Engineers/ NOC/Customer Support; MTNL Area Manager/ECN/SDE SYS/SDE NOC/NOC/IT UNIT. See Figure below:



    Fig 6:


    Search Inputs

    1. Telephone No.: (text box)
    2. Docket Number
    3. OB Number: (text box)
    4. Company Code
    5. City: (Drop-down)
    6. Area: (Drop-down)
    7. Request For: (Drop-down). VoIP, IPTV
    8. Requested Plan: (Drop-down). With an additional “Add Plan” feature.
    9. Current Status: (Drop-down) PENDING, INSTALLED, REFUSED .
    10. Start Date
    11. End Date

     

    Search Results

    1. Action –> View Hyperlink [Explained below]
    2. Docket Number
    3. OB Number:
    4. Request Date: The date on which order came.
    5. Assigned Date: The date on which order was assigned.
    6. Request For
    7. Requested Plan
    8. Current Status
    9. Customer Name
    10. Customer Telephone
    11. Current Owner

    OB View Page – One profile can assign to another profile OBs from this page. To change status and assign, click on ‘To Edit OB Click Here' hyperlink.



    Fig 7


    Edit OB



    Fig 8


    Editable fields:

    1. Assign To: (Drop-down)
      • AKSH -> When the order is assigned to Aksh, list of Engineers/Area Managers who belong to the respective area (from where the order came), also populates.

      • AKSH NOC -> When the order is assigned to Aksh NOC, Aksh NOC can thereby assign to the Engineers.

        Note : MTNL NOC can assign to AKSH NOC directly.

      • MTNL NOC ->
        1. When there is an ECN down problem then assignment to “DEBB (ECN)”
        2. VMAC related issue – assignment to “SDE-SYS” or alternatively to “Area Manager”
        3. Fibre/Link break or losses – assignment to “SDE-NOC”
        4. When Refused/Installed - assignment to “IT-UNIT”
      • MTNL -> There will be respective Area Manager/General Manager of concerned areas, ECN category, IT UNIT, SDE SYS, SDE NOC.
    2. Status: (Drop-down)
      1. Pending -> When the order is assigned to AKSH/AKSH NOC or MTNL's Area Manager of concerned areas, ECN category, SDE SYS, SDE NOC, the Status is set to Pending.
      2. Closed -> The Status is set to ‘Closed' if the feasibility check is done and the order cannot be processed further.
      3. Refused -> When the customer refuses
      4. Installed -> When the OB is successfully completed and the equipments installed at customer end.
    3. Received at Noc: The status is always set to ‘Yes', to acknowledge that the order has gone through feasibility check and area manager has informed after performing the check.
    4. Comments: (Text area): These are to be given after the order is assigned and status is changed.

    5. OB No.: (Text box): Unique OB No. can be entered here.

      VMAC: (Text box) 12 digit alphanumeric number, which can be entered here.

    Important: When the status is changed to ‘Refused', ‘Installed' or ‘Closed', the order has to be assigned back to MTNL NOC. Only then, billing cycle gets activated or else depending upon the status



    Fig 9


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    5.3 Installed OBs

      When AKSH NOC/Aksh Engineer installs the order, they change the status to ‘Installed' and assign it back to MTNL NOC. Once the status is changed to ‘Installed', it goes to Installed OBs section. Please see [Figure 1] below.

    Note : Aksh Engineer can assign to AKSH NOC directly who in turn assigns the order to MTNL NOC.



    Fig 10


    Search Inputs

    1. Telephone No.: (text box)
    2. Docket Number
    3. OB Number: (text box)
    4. Company Code
    5. City: (Drop-down)
    6. Area: (Drop-down)
    7. Request For: (Drop-down). VoIP, IPTV
    8. Requested Plan: (Drop-down). With an additional “Add Plan” feature.
    9. Current Status: (Drop-down) PENDING, INSTALLED, REFUSED .
    10. Start Date
    11. End Date

    Search Results

    1. Action –> View Hyperlink [Explained below]
    2. Docket Number
    3. OB Number:
    4. Request Date: The date on which order came.
    5. Assigned Date: The date on which order was assigned.
    6. Request For
    7. Requested Plan
    8. Current Status
    9. Customer Name
    10. Customer Telephone
    11. Current Owner


    Fig 11.


    Edit OB

    Editable fields:-

    1. Assign To
    2. Status
    3. Any Comments
    4. OB No.


    Fig 12.


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    5.4 Refused OBs

      When the status from Assigned OBs is changed to Refused, it goes to Refused OBs area.

    Search Inputs

    1. Telephone No.: (text box)
    2. Docket Number
    3. OB Number: (text box)
    4. Company Code
    5. City: (Drop-down)
    6. Area: (Drop-down)
    7. Request For: (Drop-down). VoIP, IPTV
    8. Requested Plan: (Drop-down). With an additional “Add Plan” feature.
    9. Current Status: (Drop-down) PENDING, INSTALLED, REFUSED .
    10. Start Date
    11. End Date

    Search Results

    1. Action –> View Hyperlink [Explained below]
    2. Docket Number
    3. OB Number:
    4. Request Date: The date on which order came.
    5. Assigned Date: The date on which order was assigned.
    6. Request For
    7. Requested Plan
    8. Current Status
    9. Customer Name
    10. Customer Telephone
    11. Current Owner


    Fig 13




    Fig 14


    Edit OB

    Editable fields:-

    1. Assign To
    2. Status
    3. Any Comments
    4. OB No.


    Fig 15


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    5.5 Closed OBs

      When the status from Assigned OBs is changed to Closed, it goes to Closed OBs area.

    Note : When the status is set to ‘Closed', the Assign to field gets disabled on the ‘OB Edit' page. When Status is ‘Closed' by Area Manager, the same entry for this order also gets closed from MTNL NOC's New OBs section and Vice Versa.

    Search Inputs

    1. Telephone No.: (text box)
    2. Docket Number
    3. OB Number: (text box)
    4. Company Code
    5. City: (Drop-down)
    6. Area: (Drop-down)
    7. Request For: (Drop-down). VoIP, IPTV
    8. Requested Plan: (Drop-down). With an additional “Add Plan” feature.
    9. Current Status: (Drop-down) PENDING, INSTALLED, REFUSED .
    10. Start Date
    11. End Date

    Search Results

    1. Action –> View Hyperlink [Explained below]
    2. Docket Number
    3. OB Number:
    4. Request Date: The date on which order came.
    5. Assigned Date: The date on which order was assigned.
    6. Request For
    7. Requested Plan
    8. Current Status
    9. Customer Name
    10. Customer Telephone
    11. Current Owner


    Fig 16


    Closed OB - View Page

    Fig 17

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    5.6 OB Tracing

    • This section shows history/updates of all the stages for that OB.
    • The search is performed by either:
      1. Docket No .- Number generated when the customer makes call on MTNL no. and places the order.
      2. OB Number – The Id that is generated when order is placed.
      3. Telephone No . – Telephone no. of the customer who placed the order.
      4. Opt for either “VOIP” or “IPTV” after entering the telephone number.


    Fig 18


    OB Tracing results:



    Fig 19


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    5.7 Performance Report

    • This Report shows performance of an entity within time period.
    • Performance Report can be accessed by Super Admin and Admin.


    Fig 20


    Search Inputs:

    1. Company Code: (drop-down)

      2. - AKSH Engineer

      - AKSH NOC

      - MTNL Area Manager

      - MTNL General Manager

      - MTNL NOC

    2. Start Date
    3. End Date

     

    Search Results:

    1. Designation – as put under Company Code
    2. Area Permission(s)
    3. No. of Connections
    4. Total Time to Resolve Complaints (Hrs.)
    5. Factor Result -> Calculated as ( Total Time to Resolve Complaints / No. of connections )

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    5.8 New OB Upload

    1. As explained in NEW OB section, the customer will first call on MTNL toll free number and place the order which will be entered in MTNL's existing application.
    2. The MTNL Call centre will then upload all this data through ‘New OB Upload' [See Figure] in our Application
    3. New OB Upload tab is present under OB Manager


    Fig 21


    Clicking on New OB Upload brings up following page from where excel files can be uploaded.

    Note : Only excel files can be uploaded.



    Fig 22


    Upload Files: A success message comes up if the file is uploaded successfully else shows error.

    After uploading the newly entered OBs get persisted in the DB and become visible to –respective Area Manager of MTNL and MTNL NOC under the “New OBs” tab. Clicking on the tab brings in the following screen where user can see the newly created OBs with its salient features.

    Clicking on the “View” link will open up a new window where the entire details of this OB will be displayed.



    Fig 23




    Fig 24


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    5.9 Status Report(s)

    This report section, viewable to Admin and Super Admin profiles only, provides an opportunity to see a summarized report of the OBs being handled based upon two criterions:

    1. Closed OB Statistics
    2. Pending OB Statistics

    Search Filters screen



    Fig 25


    5.9.1 Closed OB Statistics



    Fig 26


    5.9.2 Pending OB Statistics



    Fig 27


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    5.10 Aksh Report(s)

    These reports accessible to Admin and Super Admin profiles of Aksh provides summarized reports of the OBs being handled based upon following criterions:

    1. Summary of OBs
    2. Installed OBs
    3. Refused OBs
    4. Pending OBs

    Search Filters screen



    Fig 28


    5.10.1 OB Summary Report



    Fig 29


    5.10.2 Installed OBs Report



    Fig 30


    5.10.3 Refused OBs Report



    Fig 31


    5.10.4 Pending OBs Report



    Fig 32


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    Flow of IT Unit:

    An order with installed/refused status having Compliance Problem can be assigned by MTNL NOC to IT Unit who will give their acknowledgment and assign the order back to MTNL NOC.

    Step 1:



    Fig 33


    Step 2: This will go to the ‘Assigned OBs' section of IT Unit.



    Fig 34


    Step 3: IT Unit will acknowledge and submit the order, which will automatically go to corresponding status (Installed/Refused) OBs section of MTNL NOC.

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