Fast 123

OAP User Manual February 18, 2017
Users Operation Manual
Oracle Access Portal
Submitted to
By
ORACLE COMMUNICATIONS 1
Table of Contents
1. About this Document .......................................................................................................................... 10
2. Revision History .................................................................................................................................. 10
3. Access considerations to use OAP ...................................................................................................... 10
4. Application Login Process ................................................................................................................... 12
5. Master Data Setup .............................................................................................................................. 13
5.1. BRM Master Setup .......................................................................................................................... 13
5.1.1. Channel List ................................................................................................................................. 13
5.1.2. Channel Map ............................................................................................................................... 14
5.1.3. CATV Provisioning ....................................................................................................................... 15
5.1.4. Refund Rule ................................................................................................................................. 18
5.2. OAP Master Setup ........................................................................................................................... 22
5.2.1. Role Definitions ........................................................................................................................... 22
5.2.2. Role and Permission Settings ...................................................................................................... 25
5.2.3. User and Role Settings ................................................................................................................ 27
5.2.4. Plans and Pricing ......................................................................................................................... 30
5.2.4.1. Create a new Plan List ............................................................................................................. 31
5.2.4.2. Load an existing Plan List Details ............................................................................................ 33
5.2.4.3. Edit an existing Plan List .......................................................................................................... 34
5.2.4.4. Manage Geo Access for an existing Plan List. ......................................................................... 36
5.2.5. User and Plan Settings ................................................................................................................ 37
5.2.6. Country Geo Setup ...................................................................................................................... 39
5.2.7. State Geo Setup .......................................................................................................................... 41
5.2.8. District Geo Setup ....................................................................................................................... 44
5.2.9. City Geo Setup............................................................................................................................. 46
5.2.10. Area Geo Setup ........................................................................................................................... 48
5.2.11. Street Geo Setup ......................................................................................................................... 51
5.2.12. Location Geo Setup ..................................................................................................................... 54
5.2.13. Building Geo Setup ...................................................................................................................... 57
5.3. Ticket Mgmt. Master Setup ............................................................................................................ 60
5.3.1. Group Setup ................................................................................................................................ 60
5.3.2. Team Setup ................................................................................................................................. 61
5.3.3. Queue Setup ............................................................................................................................... 65
5.3.4. Team and Queue Mapping ......................................................................................................... 68

5.3.5. Admin to Group Mapping ........................................................................................................... 71
5.3.6. Service Coordinator and Team Mapping .................................................................................... 73
5.3.7. Service Executive and Team Mapping ........................................................................................ 75
5.3.8. Ticket Type Setup ........................................................................................................................ 77
5.3.9. Ticket Area Setup ........................................................................................................................ 79
5.3.10. Ticket Category Setup ................................................................................................................. 81
5.3.11. Ticket Sub-Category Setup .......................................................................................................... 83
5.3.12. Ticket Resolution Type Setup ...................................................................................................... 85
5.3.13. Ticket Action Type Setup............................................................................................................. 87
5.3.14. Team and LCO Mapping .............................................................................................................. 89
5.4. Prospect Master Setup.................................................................................................................... 92
5.4.1. Sales Coordinator to Pincode Mapping ...................................................................................... 92
5.4.2. Sales Executive to Pincode Mapping .......................................................................................... 94
5.4.3. Prospect Category Setup............................................................................................................. 96
5.4.4. Prospect Channel Setup .............................................................................................................. 97
5.4.5. Prospect Source Setup ................................................................................................................ 99
5.4.6. Prospect Reason Master Setup ................................................................................................. 101
6. Account Management ...................................................................................................................... 103
6.1. Manage Business Units ................................................................................................................. 103
6.1.1. Create Business Unit ................................................................................................................. 103
6.1.1.1. Service Provider Creation...................................................................................................... 103
6.1.1.2. Joint Venture Creation .......................................................................................................... 106
6.1.1.3. Super Distributor Creation .................................................................................................... 110
6.1.1.4. Distributor Creation .............................................................................................................. 114
6.1.1.5. LCO (Primary Point) Creation ................................................................................................ 117
6.1.1.6. LCO (Secondary Point) Creation ............................................................................................ 121
6.1.1.7. Central Warehouse Creation ................................................................................................ 124
6.1.1.8. Regional Warehouse Creation .............................................................................................. 128
6.1.1.9. City Warehouse Creation ...................................................................................................... 131
6.1.2. Search Business Unit ................................................................................................................. 135
6.1.3. Edit Business Unit...................................................................................................................... 136
6.2. Manage Business Users................................................................................................................. 138
6.2.1. Create Business User................................................................................................................. 138

6.2.1.1. General CSR Creation ............................................................................................................ 138
6.2.1.2. Call Center User Creation ...................................................................................................... 142
6.2.1.3. Field Service Engineer Creation ............................................................................................ 143
6.2.1.4. Collection Agent Engineer Creation ...................................................................................... 144
6.2.1.5. CSR Admin User Creation ...................................................................................................... 145
6.2.2. Search Business User ................................................................................................................ 148
6.2.3. First Time Login of a CSR ........................................................................................................... 149
6.2.4. Edit Business User ..................................................................................................................... 156
6.2.4.1. Edit Profile Basic Details........................................................................................................ 156
6.2.4.2. Edit Geo and Org Access ....................................................................................................... 156
6.3. End Customer Management ......................................................................................................... 160
6.3.1. Create End Customer ................................................................................................................ 160
6.3.1.1. Via On-Screen Process .......................................................................................................... 160
6.3.2. Search End Customer ................................................................................................................ 164
6.3.2.1. Views All Services associated to customer account.............................................................. 165
6.3.2.2. Views Active Services associated to customer account ........................................................ 165
6.3.2.3. Views Inactive Services associated to customer account ..................................................... 166
6.3.2.4. Views Terminated Services in the customer account ........................................................... 166
6.3.2.5. Views Details of a service associated with customer ........................................................... 166
6.3.2.6. View Deposits for an Agreement No. in Customer Acc. ....................................................... 167
6.3.2.7. View Settlements for a dispute record in Customer Acc. ..................................................... 167
6.3.2.8. View List of closed work orders in Customer Acc. ................................................................ 168
6.3.2.9. View List of created call log/ FTR in Customer Acc. .............................................................. 168
6.3.2.10. Search and view account Stat. in Customer Acc. .................................................................. 169
6.3.2.11. Search and view lifecycle events in Customer Acc. .............................................................. 169
6.3.2.12. Search and view Transactions List in Customer Ac. .............................................................. 169
6.3.2.13. Search and view Bills and invoices in Customer Ac. ............................................................. 170
6.3.2.14. Search and view Customer Account Prov. Orders. ............................................................... 170
6.3.3. Manage End Customer.............................................................................................................. 172
6.3.3.1. On-Screen Service Activation ................................................................................................ 172
6.3.3.2. Activation of Multiple TV Connections in an Account .......................................................... 174
6.3.3.3. Add a package/ala-carte to existing TV connection.............................................................. 176
6.3.3.4. Changing a package in Main Conn. for Res. Account ............................................................ 177
6.3.3.5. STB swap when its identified as faulty .................................................................................. 178
6.3.3.6. VC swap when its identified as faulty ................................................................................... 179
6.3.3.7. Corporate Parent customer registration .............................................................................. 180
6.3.3.8. Corporate Child customer registration ................................................................................. 181
6.3.3.9. Change LCO of customer....................................................................................................... 182
6.3.3.10. Verification of Self-care account profile ............................................................................... 184
6.3.3.11. CATV Service Termination for Additional TV. ....................................................................... 188
6.3.3.12. CATV Service Termination for Main TV. ................................................................................ 189
6.3.3.13. CATV Temporary Service Suspension ................................................................................... 191
6.3.3.14. CATV service reactivation as per customer request ............................................................. 191
6.3.3.15. View Invoices of customer as a CSR ...................................................................................... 193
6.3.3.16. View KYC/CAF PDF of customer as a CSR .............................................................................. 195
6.3.3.17. Post Cash Payment for Single customer as a CSR ................................................................. 196
6.3.3.18. Post Cheque Payment for Single customer as CSR ............................................................... 197
6.3.3.19. Payment receipt verification as a CSR .................................................................................. 198
6.3.3.20. Payment reversal because of wrong posting ........................................................................ 199
6.3.3.21. Payment reversal because of cheque bounce ...................................................................... 200
6.3.3.22. Single customer account level credit adjustment................................................................. 202
6.3.3.23. Single customer account level debit adjustment.................................................................. 203
6.3.3.24. Single customer bill level credit adjustment ......................................................................... 204
6.3.3.25. Single customer bill level debit adjustment .......................................................................... 205
6.3.3.26. Single customer Item level credit adjustment ...................................................................... 205
6.3.3.27. Single customer Item level debit adjustment ....................................................................... 206
6.3.3.28. Apply tax exemption for a specific customer Acc. ................................................................ 206
6.3.4. Manage tickets for individual customers and VHD cases ......................................................... 207
6.3.4.1. Individual Customer Ticket Management ............................................................................. 207
6.3.4.1.1. Create a Call Log / FTR as a CSR ............................................................................................ 207
6.3.4.1.2. Create a Call Log / Work Order as a CSR ............................................................................... 208
6.3.4.1.3. View Open Work Order History as a CSR .............................................................................. 209
6.3.4.1.4. Update Remarks in Open Work Order as a CSR .................................................................... 210
6.3.4.1.5. Auto Assignment of Work Order to a Service Team ............................................................. 211
6.3.4.1.6. View Assigned Work Order by Service Coordinator ............................................................. 212
6.3.4.1.7. Update Status and Remarks in WO by a Coordinator........................................................... 213

6.3.4.1.8. Update Work Order Status to mark as Soft Closed .............................................................. 213
6.3.4.1.9. Update Work Order Status to mark as Re-Opened .............................................................. 215
6.3.4.1.10. Update Work Order Status to mark it as Closed ............................................................... 217
6.3.4.2. VHD Type Ticket Management ............................................................................................. 218
6.3.4.2.1. Create a VHD Ticket at Super Distributor Level .................................................................... 218
6.3.4.2.2. Auto Assignment of Work Order to a Service Team ............................................................. 220
6.3.4.2.3. Handling of VHD WO by Service Coordinator ....................................................................... 221
6.3.4.2.4. Closure of a VHD WO by Service Coordinator ...................................................................... 222
6.3.4.3. Generation of Call Log Report ............................................................................................... 223
6.3.5. Provisioning for account management ..................................................................................... 226
6.3.5.1. Retrack .................................................................................................................................. 226
6.3.5.1.1. Retrack CISCO........................................................................................................................ 226
6.3.5.1.2. Retrack CONEX ...................................................................................................................... 232
6.3.5.1.3. Retrack GOSPEL ..................................................................................................................... 237
6.3.5.2. Send On Screen Display ........................................................................................................ 242
6.3.5.2.1. OSD CISCO ............................................................................................................................. 242
6.3.5.2.2. OSD CONEX ........................................................................................................................... 247
6.3.5.2.3. OSD GOSPEL .......................................................................................................................... 250
6.3.5.3. Send Email ............................................................................................................................. 257
6.3.5.3.1. Send Email CISCO .................................................................................................................. 257
6.3.5.3.2. Send Email CONEX ................................................................................................................ 261
6.3.5.3.3. Send Email GOSPEL ............................................................................................................... 266
6.3.5.4. FingerPrinting ........................................................................................................................ 271
6.3.5.4.1. FingerPrint CISCO .................................................................................................................. 271
6.3.5.4.1.1. One Channel One STB ....................................................................................................... 272
6.3.5.4.1.2. All Channel One STB .......................................................................................................... 275
6.3.5.4.1.3. One Channel All STB .......................................................................................................... 278
6.3.5.4.1.4. All Channel All STB ............................................................................................................ 282
6.3.5.4.2. FingerPrint CONEX ................................................................................................................ 285
6.3.5.4.3. FingerPrint GOSPEL ............................................................................................................... 289
6.3.5.5. Blacklisting ............................................................................................................................ 293
6.3.5.5.1. Blacklist CISCO ....................................................................................................................... 293
6.3.5.5.1.1. STB..................................................................................................................................... 293

6.3.5.5.2. Blacklist GOSPEL .................................................................................................................... 296
6.3.5.5.2.1. STB..................................................................................................................................... 296
6.3.5.5.2.2. VC ...................................................................................................................................... 298
6.3.5.5.3. Reset PIN ............................................................................................................................... 301
6.3.5.5.3.1. Reset PIN CISCO ................................................................................................................ 301
6.3.5.5.3.2. Reset PIN GOSPEL ............................................................................................................. 304
6.3.5.5.4. Set Locking PIN ...................................................................................................................... 307
6.3.5.5.4.1. CONEX ............................................................................................................................... 307
6.3.6. Search Order Details ................................................................................................................. 310
7. Bulk Management ............................................................................................................................. 313
7.1. Inventory Management ................................................................................................................ 313
7.1.1. Inventory Search ....................................................................................................................... 313
7.1.2. Device Lifecycle ......................................................................................................................... 315
7.1.3. Inventory Loading ..................................................................................................................... 317
7.1.3.1. STB Device Loading ............................................................................................................... 317
7.1.3.2. VC Device Loading ................................................................................................................. 323
7.1.4. Change Device State ................................................................................................................. 328
7.1.4.1. Change State for STB ............................................................................................................. 328
7.1.4.2. Change State for VC .............................................................................................................. 332
7.1.5. Device Blacklisting ..................................................................................................................... 338
7.1.5.1. STB Device ............................................................................................................................. 338
7.1.5.2. VC Device .............................................................................................................................. 340
7.1.6. Inventory Stock Transfer ........................................................................................................... 342
7.1.6.1. STB Device ............................................................................................................................. 342
7.1.6.2. VC Device .............................................................................................................................. 348
7.1.7. New Stock Issue to LCO............................................................................................................. 353
7.1.7.1. STB Device ............................................................................................................................. 353
7.1.7.2. VC Device .............................................................................................................................. 359
7.1.8. Goods Return from LCO ............................................................................................................ 365
7.1.8.1. STB Device ............................................................................................................................. 365
7.1.8.2. VC Device .............................................................................................................................. 370
7.1.9. Bulk Pre-Activation.................................................................................................................... 376
7.1.10. Bulk LCO Payment ..................................................................................................................... 381

7.1.10.1. Payment Mode as Cash ......................................................................................................... 381
7.1.10.2. Payment Mode as Cheque .................................................................................................... 382
7.1.10.3. Payment Mode as Online ...................................................................................................... 382
7.1.11. LCO Change in Bulk ................................................................................................................... 383
7.1.12. CAF Changes in Bulk .................................................................................................................. 383
7.1.13. CAF/KYC Documents Path Upload ............................................................................................ 385
7.1.14. VHD and Child Work Orders Mapping ...................................................................................... 386
7.1.15. Search Failed Submissions of Bulk Orders ................................................................................ 387
8. Others ............................................................................................................................................... 388
8.1. Lead Management ........................................................................................................................ 388
8.1.1. Create a Quick Lead .................................................................................................................. 388
8.1.2. Create a Detailed Lead .............................................................................................................. 391
8.2. Prospect Management.................................................................................................................. 394
8.2.1. Auto Qualify (Creation) of a Prospect ....................................................................................... 394
8.2.2. Lifecycle Management of a Prospect ........................................................................................ 394
8.2.3. Alleviate a Prospect into actual Customer. ............................................................................... 395
9. Reports .............................................................................................................................................. 403
9.1. BIP User creation........................................................................................................................... 403
9.2. BRM user Creation Process ........................................................................................................... 411
9.3. Running the report........................................................................................................................ 416
9.3.1. Running Sub master report ....................................................................................................... 417
9.3.2. Running the LCO Master ........................................................................................................... 420
9.3.3. Running the LCO invoice Report ............................................................................................... 421
9.3.4. Churn Report ............................................................................................................................. 422
9.3.5. Running Collection Report ........................................................................................................ 424
9.3.6. Running STB, VC Replacement Report ...................................................................................... 424
9.3.7. Running CAS log Report ............................................................................................................ 426
9.3.8. Running Sub wise Billing Report ............................................................................................... 427
9.3.9. Running BC Report .................................................................................................................... 429
9.3.10. Running the STB wise location Report ...................................................................................... 430
9.3.11. Running The GRN report ........................................................................................................... 431
9.3.12. Running the new issue Report .................................................................................................. 433
9.3.13. Running the STB Transfer Report.............................................................................................. 434

9.3.14. Running Material Receipt Report. ............................................................................................ 436
9.3.15. Running the prospect report .................................................................................................... 437
9.4. Downloading the reports. ............................................................................................................. 439
1. About this Document
The document provides the user manual to allow handling critical OAP Activities by operations
team of Fastway Transmissions Pvt. Ltd and is under constant improvement for betterment.
The document illustrate steps involved in performing various activities as listed in the Table
of Contents section. Included material covers screenshots, field level descriptions, possible
error /confirmations messages that are applied as per concerned use case / business scenario.
This document has been written purely for the use of operations team so it is not technical in
nature and assumes very little knowledge in the readers of this document about the system.
Document is filled with lot of visual material to quickly understand how system UI looks like
when accessing it for different use cases and during respective workflows execution.
A separate operation manual has been provided and should be referred to know about
catalogue / product configuration and hence this guide does not fit for that purpose, although
some use cases on price plan management are covered as they are in OAP access purview.
This document does not cover the application monitoring guidelines for OAP. A separate
document (Standard Operational Procedure) will need to be created by operations team.
This document will continue to evolve as more functionalities are added to the OAP in future.
2. Revision History
S. No. Version Status Date Created by

01 1.0 Issued 18/02/17 Project Team, Oracle Communications
3. Access considerations to use OAP
1. OAP (Oracle Access Portal) is meant for direct login only by business users.
2. The types of business users that can login to OAP are as following
a. Customer Service Representative (CSR)
b. Customer Service Representative Admin (CSR Admin)

c. Pricing Admin
d. Payment Clerk
e. Operation User
f. Field Service Engineer
g. Collection Agent
h. Sales Coordinator (Prospect Mgmt.)
i. Sales Executive (Prospect Mgmt.)
j. Service Coordinator (Ticket Mgmt.)
k. Service Engineer (Ticket Mgmt.)
3. Every business user who wants to login to OAP should have Active account status and
respective roles assigned by an admin user.
4. A user need the login account user-name and password recognized by OAP to login.
5. It is recommended to keep the browser cache clear for optimal performance and
cookies & browser pop ups enabled to allow using application without any issues.
6. The browser type and its version used for accessing OAP should be equal or above
than the specified versions as mentioned in the below table
S. No. Browser Type Minimum Browser Version

01 Mozilla Firefox 45.7.0
02 Google Chrome 56.0.2924.87 (64-bit)
7. The application requires integration with SMS gateway so network connectivity should
be highly ensured to avoid any issue with using functionalities where SMS is sent.
8. Connectivity to Database and BRM application server is absolutely essential and should
be 100 % available else the use of application will be affected leaving poor experience.
9. OAP is different from Self-Care Portal which is mainly for the end customer login.
4. Application Login Process
Login page shown below for the OAP web application.
Profile being displayed below for a business user of account type: CSR_ADMIN
5. Master Data Setup
Master data setup plays a crucial role in the functioning of OAP hence such privileges should
be given only to very few roles (like CSR_ADMIN) as a recommended standard practice. The
integrity of master data should be protected in the system in all circumstances.
5.1. BRM Master Setup

This section covers screens to setup master data entities in BRM via OAP Interface.
5.1.1. Channel List
Objective: This screen allows to configure CATV Channel List data in BRM via OAP UI
Steps:
1. Login to OAP as a CSR Admin who will have permissions to configure master data.
2. Navigate to the menu path OAP >> Set up >> BRM Master Setup >> Channel List
3. Provide free text Inputs as required for Channel Name, Channel Id, Channel Type,
Channel Genre, Channel Rate, & Type on the screen loaded in front of you.
4. You will get a confirmation message on the screen when request is complete.
5.1.2. Channel Map
Objective: This screen allows to configure Channel Map master data in BRM via OAP UI.
Steps:
2. Navigate to the menu path OAP >> Set up >> BRM Master Setup >> Channel Map
3. Provide free text Inputs as required for Provisioning Tag, Package Type, Channel
Name, and Channel Id on the screen loaded in front of you.
5.1.3. CATV Provisioning

Objective: This screen allows to configure CATV Provisioning Tag in BRM via OAP UI.
Steps:
2. Navigate to the menu OAP >> Set up >> BRM Master Setup >> CATV Provisioning
3. Provide free text Inputs (as required) for Package Type, Package Type, and
Conditional Access Id for following network elements
a. CISCO Power Key
b. GOSPEL
c. CONEX.
5. After creation, the submitted data will be visible in the grid on lower part of page.
Editing the CATV Provisioning Tag in the below screens

Select the row from the grid in which target provisioning tag is present.
5.1.4. Refund Rule
Objective: This screen allows to configure CATV Refund Rules in BRM via OAP UI.
Steps:
2. Navigate to the menu OAP >> Set up >> BRM Master Setup >> Refund Rule
3. Provide free text Inputs (as required) for Rule Name, Plan Name, Rule Type, Step
Unit, Start Step, End Step, Step Amount, Step Value, & Flag.
5. After creation, the submitted data will be visible in the grid on lower part of page.
Updating definition of existing refund rule via OAP interface

Select the row from the grid in which target refund rule is present.
5.2. OAP Master Setup
5.2.1. Role Definitions
Objective: This screen allows to create & edit user roles in OAP and they would be mapped
with permissions in subsequent sections of master setup via OAP UI. Having such roles in the
system provide an easy way to manage permissions assignment to the actual business users.
Steps:
2. Navigate to the menu OAP >> Set up >> OAP Master Setup >> Role Definitions
3. Provide Inputs as following on the screen to create a new Role
a. Role Name Name of the role that you want to see in application
b. Role Description A friendly and clear description of the role
c. Privilege Description What kind of privileges this role should have
d. Active: Mark the slider to reflect the role as Active
4. You will get a confirmation message on the screen when role is created.
5. After creation, the role definition will be visible in the grid on lower part of page.
Editing an existing role entity definition via OAP interface.

Select the target role based record in the grid and click on edit icon to edit it.
5.2.2. Role and Permission Settings

Objective: This screen allows to map existing roles with one or more permissions in OAP so
that any user account having such role would automatically inherit those permissions
accordingly and would be able to see permissible operations while navigating via OAP UI.
Steps:
1. Login to OAP as a CSR Admin who has permissions to map roles with permissions.
2. Navigate to OAP >> Set up >> OAP Master Setup >> Role and Permissions Settings
3. Perform below steps as suggested to map a role with permissions
a. Select a role from the Roles dropdown.
b. Based on the selected role, the already assigned and to be assigned
permissions would be visible on the screen in the respective sections.
c. Select new permissions from the Available Permissions section and move them
into Assigned Permissions section by clicking on button labeled as >.
4. Click on the update button to map the permissions.
5. You will get a confirmation message on the screen when role is created.
6. Quite similar steps to be followed for the existing mapping of a role and permissions.
5.2.3. User and Role Settings
Objective: Here we map a business user account with one or more roles as per operational
requirements. The permissions mapped to the associated roles will be automatically given to
the user account and hence upon login, that user would be able to access all relevant
functional links through OAP. This mapping can be edited also later on to associate more
roles or to remove existing associated roles if needed. This operation should be given to very
few privileged admin user accounts to prevent any un-intentional access to functionalities.
Steps:
1. Login to OAP as a CSR Admin who has permissions to map user accounts with roles.
2. Navigate to OAP >> Set up >> OAP Master Setup >> User and Role Settings
3. Perform below steps as suggested to map a role with permissions
a. Search and select a role using either account number / registered mobile no.
b. Already assigned and available roles for assignment would be auto populated.
c. Select the roles that need to be now to be mapped with the user account and
move them to the Assigned Roles section by using the > labelled button.
4. Click on the update button to map the roles in the Assigned Roles section with user.
5. You will get a confirmation message on the screen when mapping is saved.
6. Similar steps to be followed for the existing mapping of a user and roles.
5.2.4. Plans and Pricing

Objective: The use cases under this section allow an admin business user to manage the
plan-list configuration (create/edit/display) as well as specifying the geographical access
constraints applied to the plan-list so that based on geo scope, they may or may not be visible
to the CSR accounts while managing the end customers in BAU operations.
5.2.4.1. Create a new Plan List

Steps:
2. Navigate to OAP >> Set up >> OAP Master Setup >> Plans and Pricing.
3. Perform below steps as suggested to create a new plan list
a. Click on the button

b. Provide following inputs and perform given steps
i. Enter New Plan List Name
ii. Select name of any one city where the plan list should be used.
iii. Select the type of service where the plan list is to be applied.
iv. Search plans that you want to add in the plan list definition. Us either
the name, code or POID of the plans you are searching.
v. Use Search Type as EQUALS or Contains.
vi. Use % as the wild character in the field Value.
vii. Choose respective plan type example: Hardware, Subscription etc.
viii. Choose applicable plan sub-type as ALL.
ix. Click on the Search button.
x. Move displayed plans from Available to Assigned section in the screen.
4. Click on the submit button and you will get a confirmation message on the screen.
While creating a plan-list, displayed plans are searched and retrieved from Billing System.
Plan-list definition is stored and managed within OAP only and not sent to Billing System.
5.2.4.2. Load an existing Plan List Details

Steps:
3. Perform below steps as suggested to load an existing plan list
4. Select a plan list from the plan-list names displayed in the drop down.
5. Click on the button
5.2.4.3. Edit an existing Plan List

Steps:
3. Perform below steps as suggested to edit an existing plan list.
4. Select a plan list from the plan-list names displayed in the drop down.
5. Click on the button

6. Associated and available plans will be displayed on the screen for the plan-list.
7. Search for additional plans if needed (similar to create new plan list flow).
8. Choose final set of plans to be updated in the plan lists and click on Submit.
While editing a plan-list, new plans can be added to the plan-list and existing associated plans
can be moved out of the plan-list definition.
5.2.4.4. Manage Geo Access for an existing Plan List.
1. A Plan list geo access restrictions is manageable through the OAP interface.
2. The widest scope it can be applied is at PAN India level (All states).
3. If needed plan-list geo constraints can be narrowed to a restricted scope too example,
a particular state or few cities under a particular state etc.
4. For a specific plan-list, the geo-constraints can be modified at a later stage.
5. It is essential that for every plan list created in the system, the geo access is defined.
6. Key inputs while assigning geo access constraints for a plan list are as following
a. Select the plan list name which you want to configure geo access control.
b. Select the target state. If nothing specific then select ALL.
c. Select the target district. If nothing specific then select ALL.
d. Select the target city. If nothing specific then select ALL.
e. Select the target region. If nothing specific then select ALL.
5.2.5. User and Plan Settings

1. It is an existing functionality to map a business user account (usually a CSR or
CSR_ADMIN) with one or more plan lists.
2. Changes brought now are to allow a better search and navigational to find the right
set of plan lists while assigning to the CSRs.
3. Follow below steps to associate a user (CSR) account with one or more plan lists
a. Navigate to OAP >> Set up >> OAP Master Setup >> User and Plans Settings.
b. Search and select a user account using either the account number or RMN.
c. When the searched user account is selected then the already assigned and
available (to be assigned) plan-lists get visible in the screen accordingly.
d. To narrow down the search scope of plan-lists, select the appropriate
combination of State, District, City and Region and accordingly it will filter the
shown plan-lists in the available plan-lists section.
e. Choose any more plan-lists that you want to assign to the user account and
move those plan-lists from the Available to Assigned plan-lists section.
f. Click on Update button and you will get a confirmation message on the screen.
5.2.6. Country Geo Setup
1. This functionality allows to setup the master data for a Country as geo entity in the system.
2. Navigate to OAP >> Set up >> OAP Master Setup >> Country.
3. Provide inputs as following on the screen loaded in front of you.
a. Country Code Enter value 91 for India (Country).
b. Name of the Country.
c. Short name of the country (IND)
d. Currency Code 356 (For Indian Rupees.)
e. Currency INR (For Indian Rupees.)
4. Click on the submit button.
5.2.7. State Geo Setup

1. This functionality allows to setup the master data for a State as geo entity in the system.
2. Navigate to OAP >> Set up >> OAP Master Setup >> State.
a. Select Country from the drop down.
b. State Code A unique code for each State to be given.
c. Name of the State (Unique for each State).
d. Select Service Type under Home Pass drop down.
e. Enter Home Pass capacity (Integer value > 0)
To edit an existing State, choose the target state from the display grid and click edit icon.
5.2.8. District Geo Setup

1. This functionality allows to setup the master data for a District as geo entity in the system.
2. Navigate to OAP >> Set up >> OAP Master Setup >> District.
a. Select State from the drop down.
b. Input District Code A unique code for each District to be given.
c. Name of the District (Unique for each District).
d. Select Service Type under Home Pass drop down.
e. Enter Home Pass capacity (Integer value > 0)
5.2.9. City Geo Setup

1. This functionality allows to setup the master data for a City as geo entity in the system.
2. Navigate to OAP >> Set up >> OAP Master Setup >> City.
a. Select State from the drop down.
b. Select District from the drop down.
c. Input City Code A unique code for each City to be given.
d. Name of the City (Unique for each City).
e. Select Service Type under Home Pass drop down.
f. Enter Home Pass capacity (Integer value > 0)
Editing an existing City Details. Select target city record from the grid and click on edit icon.
5.2.10. Area Geo Setup
1. This section allows to setup the master data for an Area as geo entity in the system.
2. Area is the topmost entity in the geo data hierarchy that maps to a pin-code.
3. An area is defined under a city and must have a unique area code mapped to it.
4. It is recommended to not configure duplicate area names under a specific city.
5. Navigate to OAP >> Set up >> OAP Master Setup >> Area.
a. Select type of service applicable (CATV only for Fastway)
b. Select State from the drop down.
c. Select District from the drop down.
d. Select City Detail from the drop down.
e. Select a specific Region from the drop down.
f. Enter the zip code (Pincode) applicable for the Area being defined.
g. Input Area Code A unique code for each Area to be given.
h. Name of the Area (Unique for each Area).
i. Select Service Type under Home Pass drop down.
j. Enter Home Pass capacity (Integer value > 0)

8. On-screen confirmation would be provided.
Editing an existing Area Detail is allowed and can be done if needed. Must not edit area
code once defined and created the area.
5.2.11. Street Geo Setup
Description: A Street is reported under an area in the geo structure of data. A Street
shares the same pin-code that has been applied at the area level.
1. Navigate to OAP >> Set up >> OAP Master Setup >> Street.
b. Enter the zip code (Pincode) applicable for the Street being defined.
c. Select Area Name based on the Pincode entered in the previous step.
d. Input name of the Street (Unique for each Street).
Updating an Existing Street Details is allowed and can be done.
5.2.12. Location Geo Setup
Description: A Location is reported under an area in the geo structure of data. A Location
shares the same pin-code that has been applied at the area level.
1. Navigate to OAP >> Set up >> OAP Master Setup >> Location.
b. Enter the zip code (Pincode) applicable for the Location being defined.
d. Input name of the Location (Unique for each Location).
Updating an existing Location Details is allowed and can be done.

Chose target Location and click on the edit image icon
5.2.13. Building Geo Setup
Description: A Building is reported under a Street in the geo structure of data. A Building
shares the same pin-code that has been applied at the respective Street level.
1. Navigate to OAP >> Set up >> OAP Master Setup >> Building.
b. Enter the zip code (Pincode) applicable for the Location being defined.
d. Select the Street populated based on the selected Area.
e. Input name of the Building (Unique for each Building).
f. Select Service Type under Home Pass drop down.
g. Enter Home Pass capacity (Integer value > 0)
5.3. Ticket Mgmt. Master Setup
5.3.1. Group Setup

A group is the top level entity in the master data hierarchy for ticket management system.
The main purpose to have it is to allow a logical grouping of related teams together. The
existence of a group is mandatory to define in order to use customer ticket management.
1. Navigate to OAP >> Set up >> CT Master Setup >> Group.

a. Input name of the Group being created.
b. Select the State under which that Group will operate.
5. Note: Once a group has been mapped to one or more teams and is in operational
use then you should not move that group across to any other state.
5.3.2. Team Setup
In the context of customer ticket management, defining a team is essential and it represents
a service team which has the responsibilities to manage the customer tickets / work orders
when a call is logged by the CSR agents as per customer calls / feedback / other channels.
A team ultimately gets placed in a group under a particular state. A team is generally mapped
with an LCO to serve the work orders of respective customers however a team can be shared
across multiple LCOs under a particular state. An LCO can also have multiple teams if required
per unique combination of disposition parameters (Call Type, Call Area and Call Category).
1. Navigate to OAP >> Set up >> CT Master Setup >> Team.

a. Select the type of service for which the team will work (CATV)
b. Input name of the team being created.
c. Select the State under which the team will operate.
d. Select a group from the listed groups as per selected State.
e. Select one or more cities under chosen State for which the team will operate.
3. Click on the submit button & on-screen confirmation would be provided.

4. Note: Once a team has been put in operational use then you should not change the
service (ex: CATV) for which team was originally associated with.
Updating existing Team Details is allowed with some restrictions.
Below is the team setup being created for handling the VHD work orders? Generally it is
recommended to have separate service teams to deal with VHD specific and normal customer
complaints specific work orders. In case of defining a VHD team you must map all cities under
the chosen state while creating a VHD team definition.
5.3.3. Queue Setup

A queue is also a necessary configuration entity for the ticket management system and plays
an important role in assignment of ticket (WO) to service team as well as in the calculation of
the overall TAT (elapsed time from the point of creating WO till its closure).
It is highly recommended to define separate queues for VHD and non-VHD types of work
orders SLAs and is a good idea to define a separate queue for each service team. Mapping of
a queue to a call type is an important consideration and plays a vital role in automatic
assignment of work order to the associated service team when a ticket is raised by CSR.
1. Navigate to OAP >> Set up >> CT Master Setup >> Queue.

a. Select the type of service for which the team will work (CATV)
b. Select the call types (one or more) for which queue will receive the work orders.
c. Input name of the queue being created.
d. Input description of the queue being created.
4. Note: Once a team has been put in operational use then you should not change the
service (ex: CATV) & call types for which queue was originally associated with.
Below is the queue being setup to handle the VHD type of work orders
5.3.4. Team and Queue Mapping

A queue defined must be mapped to a team but if required same queue can be mapped to
more than one teams also. Where 2 teams have to always work in a sequence for some kind
of work order, then both the teams can be mapped to same queue for overall TAT calculation.
It is recommended to map individual-customer specific service team to a normal queue and
VHD specific service team with the respective VHD type queue definitions in the system.
1. Navigate to OAP >> Set up >> CT Master Setup >> Assign Team and Queue.
a. Select the group from which you want to pick the team for mapping.
b. Select a team from the list populated based on the selected group.
c. Select a specific queue that you want to map to the selected team.

4. Note: Once a team has been mapped to a queue and is in operational use then you
should not change this mapping unless there are serious reasons to do it, as that may
have impact on reporting on previous tickets + any in-flight tickets based on the earlier
mapping in the system (thats now being changed).
Below is mapping of VHD queue to state level VHD team to handle VHD WO
5.3.5. Admin to Group Mapping

This defines an individual user account as owner of a logical groups of teams, although does
not play any important role in the system currently and can be omitted if not required.
5.3.6. Service Coordinator and Team Mapping
This screen is used to assign a business user (always a CSR) as the coordinator of a service
team. This assignment is essential and has high importance as it plays a role in the automatic
assignments of work orders to intended service team when the ticket is logged by the CSR.
It is a valid scenario to make the same business user as a coordinator for more than one
service teams. If done so then the assigned work orders to all those teams will be visible in
that service coordinator dashboard upon his login, but for the simplicity sake, a separate
coordinator account mapping with each service teams also does work.
1. Navigate to OAP >> Set up >> CT Master Setup >> Team Admin Mapping.
2. Perform steps as below and provide required inputs as specified.
a. Search for service coordinator (CSR) using Account Number or Name input.
b. Upon selecting the searched user account record, the already assigned and
available teams (can be assigned) are listed on the screen bottom section.
c. Associate a specific team to the target CSR by moving that team from Available
teams section to the Assigned teams section.
d. Associate only those teams which are under one of the states already mapped
in target CSR geo access else this mapping wont serve any purpose.
e. Disassociate a specific team from the target user by moving that team from
Assigned teams section to the Available teams section.
5.3.7. Service Executive and Team Mapping
This screen supports the assignment of a service engineer (generally a technical person from
LCO side), who works at the ground level to resolve the created work order.
It is understood that in case of Fastway, LCO organization user do not use the online system
and communication with them from Fastway service management team is managed offline
therefore to stick with designed service model of the system, a member of the Fastway service
team itself (someone other than the coordinator) can be mapped as a service engineer to the
team via this screen so that his name then can be reflected in the engineers list while the
team coordinator schedules the assignment of that work order.
If the Service executive to team assignment is not done then the teams service coordinator
will have to assign the work order to himself and track for closure.
Steps to map a service engineer with a team are same as what were followed for coordinator.
5.3.8. Ticket Type Setup
This configuration represents the call type and it plays an important role in the disposition
parameters set used during the ticket creation by the helpdesk CSR. This is the topmost entity
in the disposition parameters hierarchy used by the ticket management system.
The Call Type also plays a vital role while defining a queue for ticket mgmt. and it is used as
one of the parameter to identify concerned service team while the ticket is raised by CSR.
1. Navigate to OAP >> Set up >> CT Master Setup >> Call Type.
a. Select the relevant Service Type (CATV only).
b. Input a meaningful name of the call type (provide one word or if multiple words
given then concatenate them by an underscore).
c. Select the Status as Active.
d. Carefully select True or False from the field drop down (IS_VHD).
e. The field (IS_VHD) will determine whether the call type (being created) and
underneath disposition will be used for individual tickets or for VHD type tickets.
5.3.9. Ticket Area Setup
This configuration represents the call area and it plays an important role in the disposition
parameters set used during the ticket creation by the helpdesk CSR. This is the level-2 entity
The Call Area is defined under a specific Call Type in the disposition parameters hierarchy.
1. Navigate to OAP >> Set up >> CT Master Setup >> Call Area.
b. Select the top level entity in the disposition hierarchy (i.e. Call type).
c. Input a meaningful name of the call area (provide one word or if multiple words
given then concatenate them by an underscore).
d. Select the Status as Active.
5.3.10. Ticket Category Setup
This configuration represents the call category and it plays an important role in the disposition
parameters set used during the ticket creation by the helpdesk CSR. This is the level-3 entity
The Call Category is defined under a specific Call Area in disposition parameters hierarchy.
1. Navigate to OAP >> Set up >> CT Master Setup >> Category.

c. Select the next entity in the disposition hierarchy (i.e. Call Area).
d. Input a meaningful name of the call category (provide one word or if multiple
words given then concatenate them by an underscore).
e. Select the Status as Active.
5.3.11. Ticket Sub-Category Setup
This configuration represents the call sub-category and it plays an important role in the
disposition parameters set used during the ticket creation by the helpdesk CSR. This is the
level-4 entity in the disposition parameters hierarchy used by the ticket management system.
The Call Sub-Category is defined under a specific Call Category in disposition hierarchy.
1. Navigate to OAP >> Set up >> CT Master Setup >> Sub Category.
d. Select the next entity in the disposition hierarchy (i.e. Call Category).
e. Input a meaningful name of the call sub category (provide one word or if
multiple words given then concatenate them by an underscore).
f. Choose (type of action workflow) from the list First Time Resolution, or Work
Order and this will be of potential use in self-care portal in future development.
g. Select the Status as Active.
5.3.12. Ticket Resolution Type Setup

This configuration represents the resolution type for the ticket and it plays an important role
in the disposition parameters set used during the ticket creation. This is the level-5 entity in
the disposition parameters hierarchy used by the ticket management system.
The Call Resolution Type is defined under a Call Sub Category in the disposition hierarchy.
1. Navigate to OAP >> Set up >> CT Master Setup >> Resolution.

e. Select the next entity in the disposition hierarchy (i.e. Call Sub Category).
f. Input a meaningful name of the call Resolution Name (provide one word or if
g. Select the Status as Active.
5.3.13. Ticket Action Type Setup
This configuration represents the type of action (FTR/Work Order) to be taken by the system
when the other disposition parameters are chosen in the hierarchy and so it plays an
important role in the disposition set used during the ticket creation by the CSR. This is the
level-6 entity in the disposition parameters hierarchy used by the ticket management system.
1. Navigate to OAP >> Set up >> CT Master Setup >> Action.
e. Select the next entity in the disposition hierarchy (i.e. Call Sub Category).
f. Select the next entity in the disposition hierarchy (i.e. Resolution Name).
g. Input a meaningful name of the call Action Type (provide one word or if multiple
h. Select Action Status (Completed or FWD To WO) for the Action being created.
i. Select the Status as Active.
5.3.14. Team and LCO Mapping

This mapping ensures that based on the concerned LCO of the customer, a service team can
be identified by the system for work order assignment when the ticket is raised by the CSR.
In this mapping, a set of disposition parameters are considered plays important role. It is an
absolute essential configuration for the functioning of ticket management system.
1. Navigate to OAP >> Set up >> CT Master Setup >> Team and LCO Mapping.
b. Select the Access State under which the target LCO is registered.
c. Select a Group Name (list populated as per already selected State).
d. Select a team Name (list populated as per already selected Group).
e. Select a city (list populated as per already team name).
f. Select an LCO (list populated as per already city name).
3. When all above inputs are chosen then screen fetches and displays already associated
and not associated mapping of disposition parameters.
4. Chose the required disposition set with the input combinations as needed.
5.4. Prospect Master Setup
5.4.1. Sales Coordinator to Pincode Mapping

This screen allows to map a business user (always a CSR) as a sales coordinator based on a
specific pin-code. It is possible to map the same sales coordinator with multiple pin-codes.
Sales coordinator is the ultimate authority who will alleviate a prospect into a real customer.
It is essential to have a sales coordinator mapping to create a lead against a given pin-code.
1. Navigate to OAP >> Set up >> Prospect Master Setup >> SC Pincode Mapping.
a. Click on button to allow one or multiple pin-codes that we need

to map with the Sales Coordinator account.
b. A pop up dialog box will appear where you have to select a STATE & CITY to
fetch the list of target Pincode(s) that are not yet mapped.
c. Select one or more pin-codes from the populated list and then click on the
button to proceed with selected pin-codes.

d. After returning to parent screen, search the CSR (Sales Coordinator) account.
e. Select the start date and end date (optional) as validity period of this mapping.
5.4.2. Sales Executive to Pincode Mapping
This screen allows to map a business user (always a CSR) as a sales executive based on a
specific pin-code. It is possible to map the same sales executive with multiple pin-codes.
Sales executive is the person supposed to do ground level follow ups on the created lead /
prospect and ultimately reports back the feedback to the sales coordinator.
It is essential to have a sales executive mapping to create a lead against a given pin-code.
The steps here would be similar to followed for Pincode to Sales Coordinator mapping
5.4.3. Prospect Category Setup

This is a necessary master data configuration that is used in lead/prospect management.
1. Navigate to OAP >> Set up >> Prospect Master Setup >> Category.
a. Input a meaningful name of the prospect category (provide one word or if
b. Input a meaningful description of the prospect category being created.
5.4.4. Prospect Channel Setup
1. Navigate to OAP >> Set up >> Prospect Master Setup >> Channel.
a. Input a meaningful name of the prospect channel (provide one word or if
b. Input a meaningful description of the prospect channel being created.
5.4.5. Prospect Source Setup
1. Navigate to OAP >> Set up >> Prospect Master Setup >> Source.
a. Input a meaningful name of the prospect source (provide one word or if multiple
b. Input a meaningful description of the prospect source being created.

5.4.6. Prospect Reason Master Setup

1. Navigate to OAP >> Set up >> Prospect Master Setup >> Reason Master.
a. Select a value from pre-populated list of Reason Types.
b. Input a meaningful name of the prospect reason name (provide one word or if
c. Input a meaningful description of the prospect reason description.


6. Account Management
6.1. Manage Business Units
6.1.1. Create Business Unit
6.1.1.1. Service Provider Creation
Creating a Service Provider account in the below screens where Service Provider is one of
the top most entities in the organizational hierarchy. This is a onetime setup activity.
Follow the steps as show in the screenshots provided below.



6.1.1.2. Joint Venture Creation

Creating a Joint Venture account in the below screens where Joint Venture is one of the
top most entities in the organizational hierarchy. This is a onetime setup activity.



6.1.1.3. Super Distributor Creation
Creating a Super Distributor account in the below screens where a Super Distributor is
placed either under a Service Provider / Joint Venture in the organizational hierarchy. This
is a usually a onetime setup activity for each super-distributor that needs to be supported.




6.1.1.4. Distributor Creation
Creating a Distributor account in the below screens where a Distributor is placed always
under a Super Distributor account in the organizational hierarchy. This is a usually a onetime
setup activity for each distributor (sub-distributor) that needs to be supported.



6.1.1.5. LCO (Primary Point) Creation

Creating an LCO account below where an LCO can be placed at different levels in the
organizational hierarchy, depending upon whether it is a primary point or a secondary point
LCO. Without an LCO existence, end customer cannot be registered in the system. This is a
usually a onetime setup activity for each LCO and is for primary point LCO in this section.
Follow the steps as shown in the screenshots provided below.



6.1.1.6. LCO (Secondary Point) Creation

Creating an LCO account below where an LCO can be placed at different levels in the
organizational hierarchy, depending upon whether it is a primary point or a secondary point
LCO. Without an LCO existence, end customer cannot be registered in the system. This is a
usually a onetime setup activity for each LCO and is for secondary point LCO in this section.


6.1.1.7. Central Warehouse Creation

Creating a Central Warehouse account below where it is be placed at the top level in the
organizational hierarchy (Similarly to a Service Provider / Joint Venture). This is a usually
a onetime setup activity for each Central Warehouse that is required in the system.



6.1.1.8. Regional Warehouse Creation
Creating a Regional Warehouse account below where it is be placed under a Central

Warehouse account in the organizational hierarchy. This is a usually a onetime setup activity
for each Regional Warehouse that is required in the system.



6.1.1.9. City Warehouse Creation

Creating a City Warehouse account below where it is be placed under a Regional Warehouse
account in the organizational hierarchy. This is a usually a onetime setup activity for each
City Warehouse that is required in the system.



6.1.2. Search Business Unit

6.1.3. Edit Business Unit


6.2. Manage Business Users
6.2.1. Create Business User
6.2.1.1. General CSR Creation




6.2.1.2. Call Center User Creation
Follow steps as were in case of a normal CSR user creation but make sure to
assign the roles specific to call center user. Example screenshot below:-

6.2.1.3. Field Service Engineer Creation
assign the roles specific to field service engineer. Example screenshot below:-

6.2.1.4. Collection Agent Engineer Creation
assign the roles specific to collection agent engineer. Example screenshot below:-

6.2.1.5. CSR Admin User Creation



6.2.2. Search Business User

6.2.3. First Time Login of a CSR

In this process, the CSR agent has to go through a series of steps to establish the authenticity
of his login profile and so he will have to reset his password, re-validate email address /
mobile numbers, validate a OTP M-Pass code and setup some security answers, so it is
essential to have his mobile no. correctly set while creating his profile in the first place.





After completing all security steps and profile validation, now CSR is able to login as below

6.2.4. Edit Business User
6.2.4.1. Edit Profile Basic Details

This would follow same steps as executed in the section Edit Business Unit
6.2.4.2. Edit Geo and Org Access
This operations allows to extend / reduce the CSRs reachability in terms of his service access
at the geographical and organizational level. A CSR can also be allowed to work under multiple
LCOs under different states, if his ORG/GEO access are setup properly.




6.3. End Customer Management
6.3.1. Create End Customer
6.3.1.1. Via On-Screen Process
Below here, a CSR performs the on-screen registration of an end customer. After the
registration is complete, the system offers to proceed with activation inputs screen (covered
in a separate section of the document) and based on the situation, a CSR user can chose to
do it either immediately or at a later time, as required.




6.3.2. Search End Customer

6.3.2.1. Views All Services associated to customer account
Open a registered customer profile and follow steps as shown in the screenshots below.
6.3.2.2. Views Active Services associated to customer account

6.3.2.3. Views Inactive Services associated to customer account
6.3.2.4. Views Terminated Services in the customer account
6.3.2.5. Views Details of a service associated with customer

6.3.2.6. View Deposits for an Agreement No. in Customer Acc.
6.3.2.7. View Settlements for a dispute record in Customer Acc.

6.3.2.8. View List of closed work orders in Customer Acc.
6.3.2.9. View List of created call log/ FTR in Customer Acc.

6.3.2.10. Search and view account Stat. in Customer Acc.
6.3.2.11. Search and view lifecycle events in Customer Acc.
6.3.2.12. Search and view Transactions List in Customer Ac.

6.3.2.13. Search and view Bills and invoices in Customer Ac.
6.3.2.14. Search and view Customer Account Prov. Orders.


6.3.3. Manage End Customer
6.3.3.1. On-Screen Service Activation
Below screenshots guide on the process where a CSR has to activate an end customer account
which has been registered previously but was not moved forward in activation process.


6.3.3.2. Activation of Multiple TV Connections in an Account
Below screenshot displays the profile of already such customer with 2 active connections.

Clicking on the new activation button proceeds to a screen to create additional connection.

6.3.3.3. Add a package/ala-carte to existing TV connection
Open existing end customer account and perform the below steps.

6.3.3.4. Changing a package in Main Conn. for Res. Account

6.3.3.5. STB swap when its identified as faulty

6.3.3.6. VC swap when its identified as faulty

The process is same as mentioned in the section STB swap when its identified as
faulty above. Follow same steps but against VC Device this time. For CISCO network
element based account activations, this functionality will not be applied.
6.3.3.7. Corporate Parent customer registration
Objective: Set up a corporate hierarchy.
1. The account has to be created through preactivation and shipped to LCO as per the
normal process.
2. Open the end customer account from OAP
3. Select the
Model from the dropdown as Corporate
choose the appropriate subscriber type
Account type as Parent.
Click on Save changes

6.3.3.8. Corporate Child customer registration
Now to add a child to this hierarchy, add a child account which has been created through
preactivation. Open the end customer account from OAP
Select the
Model from the dropdown as Corporate
Choose the appropriate subscriber type
Account type as Child.
In Parent Account Number, enter the account number created in 4.3.3.14
Click on Save Changes.

Verify:
Go to Hierarchy Tab in Account Info. Screen and see if parent account can be seen or not.
6.3.3.9. Change LCO of customer


6.3.3.10. Verification of Self-care account profile

Open self-care portal main page as below and click on Login button under CATV.
Enter the login credentials as the end customer and click on Submit button.



6.3.3.11. CATV Service Termination for Additional TV.
Open end customer account from OAP for which Service Termination for Additional
TV is to be done.
Click on Show Details.

Click on Termination
A pop up appears on screen asking if you want to Disassociate the device. Click Yes.
The Service Termination for Additional TV will be done successfully.
6.3.3.12. CATV Service Termination for Main TV.
1. Open end customer account in OAP for which Main TV Service Termination to be done.

2. Click on Show Details.
3. Click on Termination
4. A pop up appears on the screen asking if you want to Disassociate the device. Click Yes.
The Service Termination for Main TV will be done successfully.

6.3.3.13. CATV Temporary Service Suspension

Please refer to section CATV Service Termination for Additional TV for this.
6.3.3.14. CATV service reactivation as per customer request
1. This can be done for Suspended Accounts.

2. In Inactive Services, click on Show Details
3. Click on reactivate in Service Details page.
4. Select the appropriate Schedule Picker and click Submit.

5. The service reactivation will be done successfully.
6. The Status of the service can be seen as Active.

6.3.3.15. View Invoices of customer as a CSR
Objective: The CSR should be able to view invoices of the end customer from OAP.
Pre-requisite: The billing and invoicing should be run for the end customer.
Go to Bills tab
In the count, enter the number of bills for which Invoices has to be seen.
Click on Search.

Click on View Invoice

The invoice comes up on the screen.
Click Ctrl+S to save the invoice in the local.

6.3.3.16. View KYC/CAF PDF of customer as a CSR

6.3.3.17. Post Cash Payment for Single customer as a CSR

6.3.3.18. Post Cheque Payment for Single customer as CSR


6.3.3.19. Payment receipt verification as a CSR


6.3.3.20. Payment reversal because of wrong posting


6.3.3.21. Payment reversal because of cheque bounce


6.3.3.22. Single customer account level credit adjustment


6.3.3.23. Single customer account level debit adjustment


6.3.3.24. Single customer bill level credit adjustment


6.3.3.25. Single customer bill level debit adjustment

6.3.3.26. Single customer Item level credit adjustment


6.3.3.27. Single customer Item level debit adjustment

6.3.3.28. Apply tax exemption for a specific customer Acc.


6.3.4. Manage tickets for individual customers and VHD cases
6.3.4.1. Individual Customer Ticket Management
6.3.4.1.1. Create a Call Log / FTR as a CSR

Open existing end customer account and input disposition parameters to create a ticket.

6.3.4.1.2. Create a Call Log / Work Order as a CSR
Open existing end customer account and input disposition parameters to create a WO.

6.3.4.1.3. View Open Work Order History as a CSR

6.3.4.1.4. Update Remarks in Open Work Order as a CSR

Open existing end customer account and perform the below steps as a CSR/CSR-ADMIN.

6.3.4.1.5. Auto Assignment of Work Order to a Service Team

Login as a service coordinator as below and perform the steps shown.

6.3.4.1.6. View Assigned Work Order by Service Coordinator


6.3.4.1.7. Update Status and Remarks in WO by a Coordinator

SMS that will be received by the Assigned Engineer (Example Format):

Dear Sir, Complaint No 13022017W619880-1 is registered for Subscriber (CRN-CR-
1080533467), Contact No 9686567623, Kindly resolve the complaint.
6.3.4.1.8. Update Work Order Status to mark as Soft Closed


6.3.4.1.9. Update Work Order Status to mark as Re-Opened


6.3.4.1.10. Update Work Order Status to mark it as Closed

6.3.4.2. VHD Type Ticket Management
6.3.4.2.1. Create a VHD Ticket at Super Distributor Level
Open the concerned Super-Distributor profile as a CSR/CSR-ADMIN and perform steps

Below screenshot shows mapped VHD work order at the Super-Distributor level in his profile

6.3.4.2.2. Auto Assignment of Work Order to a Service Team
Login as the service coordinator of the service team responsible to handle VHD work orders.

6.3.4.2.3. Handling of VHD WO by Service Coordinator

6.3.4.2.4. Closure of a VHD WO by Service Coordinator

6.3.4.3. Generation of Call Log Report

Login as the CSR ADMIN / with a role that has relevant permissions to extract this report.


6.3.5. Provisioning for account management
6.3.5.1. Retrack
6.3.5.1.1. Retrack CISCO

Navigation Path
Go to CATV Provisioning -> RETRACK -> CISCO

Permissions
The end user must have the following Permissions to execute the functionality:
(a) 40100000
(b) 40200000
(c) 40300000
(d) 40400000
(e) 4050000
(f) 4060000
(g) 40700000
(h) 40800000
Execution Steps
How to do retrack
There are 2 ways of doing retrack

From CATV Provisioning Menu

Go to CATV Provisioning -> RETRACK -> CISCO
Enter the STB Device ID for which retrack has to be done and click Submit.
From End Customer Account :

Search the end customer account for which Retrack has to be done.
Go to Service & Plans Tab

Select All Services
Choose the Service for which Retrack has to be done.

Click Retrack.
The Provisioning Order will be generated on the screen.
Verify status of Provisioning Order

There are two ways of verifying the Status of provisioning order:
From CATV Provisioning Menu:
Navigate to CATV Provisioning -> Search Order Details

There are various ways to search for provisioning order status:
1. Order ID
2. Error Code
3. Error Description
4. Provisioning Action
5. Order Creation Date
6. Status
Searching the provisioning status by Order ID
In above that the status is Inprogress. It is because the simulator has not run on BRM.

Display
The below screen is comes up when you select the Action as Display.
From end customer account:

Search the end customer account for which you wish to verify Retrack.
Go to Provision Tab
Select the search key as Provisioning Action and value as RETRACK_PK
You can see all provisioning actions for the account here.
Click Display.
The provisioning order display comes on the screen.

6.3.5.1.2. Retrack CONEX

Navigation Path
Go to CATV Provisioning -> RETRACK -> CONAX
Permissions
(a) 40100000
(b) 40200000

(c) 40300000
(d) 40400000
(e) 4050000
(f) 4060000
(g) 40700000
(h) 40800000
Execution Steps
How to do retrack
Go to CATV Provisioning -> RETRACK -> CONAX
Enter the VC Device ID for which retrack has to be done and click Submit.



Select All Services
Click Retrack.



1. Order ID
2. Error Code
6. Status
In above we see that status is Inprogress. It is because the simulator is not run on BRM.

Display

Go to Provision Tab
Select the search key as Provisioning Action and value as RETRACK_CONAX
Click Display.

6.3.5.1.3. Retrack GOSPEL

Navigation Path
Go to CATV Provisioning -> RETRACK -> GOSPELL
Permissions
(a) 40100000
(b) 40200000
(c) 40300000
(d) 40400000
(e) 4050000
(f) 4060000
(g) 40700000
(h) 40800000
Execution Steps
How to do retrack


Go to CATV Provisioning -> RETRACK -> GOSPELL
Enter the VC Device ID for which retrack has to be done and click Submit.


Select All Services

Click Retrack.



1. Order ID
2. Error Code
6. Status
Display


Go to Provision Tab
Select the search key as Provisioning Action and value as RETRACK_PK
Click Display.

6.3.5.2. Send On Screen Display
6.3.5.2.1. OSD CISCO
Navigation Path
Go to CATV Provisioning -> SEND OSD -> CISCO

Permissions
(a) 40100000
(b) 40200000
(c) 40300000
(d) 40400000
(e) 4050000
(f) 4060000
(g) 40700000
(h) 40800000
Execution Steps
How to do OSD
There are 1 way of doing OSD

Go to CATV Provisioning -> SEND OSD -> CISCO
Enter the STB Device ID for which OSD, Title and Message has to be done and click Submit.



1. Order ID
2. Error Code
6. Status

Display
Clear OSD
Click on Clear button on the display screen.
This will generate the Order ID on the screen.

6.3.5.2.2. OSD CONEX
Navigation Path
Go to CATV Provisioning -> SEND OSD -> CONAX
Permissions
1. 40100000
2. 40200000
3. 40300000
4. 40400000
5. 4050000
6. 4060000
7. 40700000
8. 40800000
Execution Steps

How to do OSD
There are 1 way of doing OSD
Go to CATV Provisioning -> SEND OSD -> CONAX
Enter the VC Device ID for which OSD, Duration in seconds and Message has to be done and
click Submit.


1. Order ID
2. Error Code
6. Status
Display
Clear OSD

6.3.5.2.3. OSD GOSPEL
Navigation Path
Go to CATV Provisioning -> SEND OSD -> GOSPELL

Permissions
(a) 40100000
(b) 40200000
(c) 40300000
(d) 40400000
(e) 4050000
(f) 4060000
(g) 40700000
(h) 40800000
Execution Steps
How to do OSD
There is 1 ways of doing OSD


Go to CATV Provisioning -> SEND OSD -> GOSPELL
Enter the following fields for OSD GOSPELL
1. VC_ID : VC device id
2. Foreground Coloe
3. Background Color
4. Font Size : Size of Font to be displayed on screen.
5. Display : Time interval between each display in seconds
6. Frequency : Time interval between each display in seconds
7. Show Time :
8. Message : Enter the message to be displayed on screen
9. Style : Text Box or Scroll
10. Style Value : This will change based on style selected



(a) Order ID
(b) Error Code
(c) Error Description
(d) Provisioning Action
(e) Order Creation Date
(f) Status

Display

Search the end customer account for which you wish to verify OSD.

Go to Provision Tab
Select the search key as Provisioning Action and value as SEND_OSD_GOSPELL
Click Display.
Clear OSD


6.3.5.3. Send Email
6.3.5.3.1. Send Email CISCO
Navigation Path
Go to CATV Provisioning -> SEND EMAIL -> CISCO
Permissions
(a) 40100000
(b) 40200000
(c) 40300000
(d) 40400000
(e) 4050000
(f) 4060000
(g) 40700000
(h) 40800000
Execution Steps
How to do Email

There are 1 way of doing Email

Go to CATV Provisioning -> SEND Email -> CISCO
Enter the STB Device ID, Message and Title




(a)Order ID
(b)Error Code
(c)Error Description
(d)Provisioning Action
(e)Order Creation Date
(f)Status

Display
Search the end customer account for which you wish to verify Email.
Go to Provision Tab
Select the search key as Provisioning Action and value as EMAIL_PK
Click Display.

Clear Email
6.3.5.3.2. Send Email CONEX

Navigation Path
Go to CATV Provisioning -> SEND EMAIL -> CONAX

Permissions
(a) 40100000
(b) 40200000
(c) 40300000
(d) 40400000
(e) 4050000
(f) 4060000
(g) 40700000
(h) 40800000
Execution Steps
How to do Email
There is 1 way of doing Email

Go to CATV Provisioning -> SEND Email -> CONAX
Enter the VC Device ID, Slot is the slot in which VC will be inserted and Message



1. Order ID
2. Error Code

6. Status

In below we see that status is Inprogress. It is because the simulator is not run on BRM.
Display


Go to Provision Tab
Select the search key as Provisioning Action and value as EMAIL_CONAX
Click Display.
Clear Email

6.3.5.3.3. Send Email GOSPEL
Navigation Path
Go to CATV Provisioning -> SEND EMAIL -> GOSPELL

Permissions
(a) 40100000
(b) 40200000
(c) 40300000
(d) 40400000
(e) 4050000
(f) 4060000
(g) 40700000
(h) 40800000
Execution Steps
How to do Email
There is 1 way of doing Email
Go to CATV Provisioning -> SEND Email -> GOSPELL
Enter the Message Type, VC Device ID, Message and Title



(a)Order ID
(b)Error Code
(f)Status

Display

Go to Provision Tab
Select the search key as Provisioning Action and value as EMAIL_CONAX
Click Display.

Clear Email

6.3.5.4. FingerPrinting
6.3.5.4.1. FingerPrint CISCO
Navigation Path
Go to CATV Provisioning -> Finger Printing -> CISCO
Permissions

(a) 40100000
(b) 40200000
(c) 40300000
(d) 40400000
(e) 4050000
(f) 4060000
(g) 40700000
(h) 40800000
6.3.5.4.1.1. One Channel One STB
One Channel One STB
Execution Steps
How to do one channel One STB FP
There is 1 way of doing Fingerprinting

Go to CATV Provisioning -> Finger Printing -> CISCO -> One Channel One STB
Enter the STB Device ID, Add package CAID and Delete Package CAID
Add package CAID : The channel ID to be added if any.
Delete package CAID : The channel ID to be deleted if any.
Note : One among add package or delete package caid should be selected.




(a)Order ID
(b)Error Code
(f)Status

Display

Search the end customer account for which you wish to verify FP.
Go to Provision Tab Select the search key as Provisioning Action and value as
FINGERPRINTING_SINGLE_CHANNEL_PK
Click Display.

6.3.5.4.1.2. All Channel One STB
All Channel One STB

Execution Steps
How to do all channel One STB FP

Go to CATV Provisioning -> Finger Printing -> CISCO -> All Channel One STB


(a)Order ID
(b)Error Code

(f)Status
Display


FINGERPRINTING_ALL_CHANNELS_SINGLE_STB_PK
Click Display.
6.3.5.4.1.3. One Channel All STB
One Channel All STB

Execution Steps
How to do one channel All STB FP

Go to CATV Provisioning -> Finger Printing -> CISCO -> One Channel All STB



There are various criterias to search for provisioning order status:

(a)Order ID
(b)Error Code
(f)Status

In above we see the status is Inprogress. It is because the simulator is not run on BRM.
Display

FINGERPRINTING_SINGLE_CHANNEL_ALL_STBS_PK

Click Display.
CLEAR SINGLE CHANNEL ALL STB

Click on Clear Button of the display
The Order ID will be generated on the screen.

6.3.5.4.1.4. All Channel All STB
All Channel All STB

Execution Steps
How to do all channel All STB FP

Go to CATV Provisioning -> Finger Printing -> CISCO -> All Channel All STB
Enter the Segment Name and click Submit



(a)Order ID
(b)Error Code
(f)Status

Display

FINGERPRINTING_ALL_CHANNEL_ALL_STBS_PK

Click Display.
CLEAR All CHANNEL ALL STB

Click on Clear Button of the display
The Order ID will be generated on the screen.
6.3.5.4.2. FingerPrint CONEX

Execution Steps
How to do FP CONAX

Go to CATV Provisioning -> Finger Printing -> CONAX
Enter the following details and click Submit.
VC ID VC Device ID
Duration Duration in seconds
Position Weather Random or User Input. If User Input is selected, if enter X
and Y Coordinate.
Height Height of fingerprint measured in pixels.

1. From CATV Provisioning Menu :

There are various ways to search for provisioning order status :

(a)Order ID
(b)Error Code
(f)Status

Display
FINGERPRINTING_CONAX
Click Display.

6.3.5.4.3. FingerPrint GOSPEL
How to do FP GOSPELL
Go to CATV Provisioning -> Finger Printing -> GOSPELL
Enter the following details and click Submit.
o VC_ID : VC device id
o Foreground Color
o Background Color
o XCoordinate : in pixels
o YCoordinate : in pixels
o Font Size : Size of Font to be displayed on screen.
o Duration : Time interval between each display in seconds
o Frequency : Time interval between each display in seconds
o Show Time : Frequency in seconds to display
o NumTime : Number of times to display
o CAID Select the CA ID.


2. From CATV Provisioning Menu :


(a)Order ID
(b)Error Code
(f)Status
Display


FINGERPRINTING_GOSPELL
Click Display.

6.3.5.5. Blacklisting
6.3.5.5.1. Blacklist CISCO
6.3.5.5.1.1. STB
Navigation Path
Go to CATV Provisioning ->Blacklisting -> CISCO -> STB

Permissions
(a) 40100000
(b) 40200000
(c) 40300000
(d) 40400000
(e) 4050000
(f) 4060000
(g) 40700000
(h) 40800000
Objective
This functionality can be used by the users to blacklist STB devices.
Execution Steps
Click STB.
Enter the STB device id which has to be blacklisted.

Select the operation as Blacklist.
Note: To blacklist device, please make sure that the device is not in allocated state. If it is
in allocated state then please SWAP the device first.
Click on Submit.
Verify status of blacklist

Navigate to Inventory Mgmt. -> Device Life Cycle
In the search operation select STB Serial Number.

In the value enter the STB Serial Number.
Click on Search.

A new action Blacklist will be there with Description as State Changed from 1 to 7
which means that Blacklisting of device was successful.
6.3.5.5.2. Blacklist GOSPEL
6.3.5.5.2.1. STB
Navigation Path
Go to CATV Provisioning ->Blacklisting -> CISCO -> STB
Permissions
(a) 40100000

(b) 40200000
(c) 40300000
(d) 40400000
(e) 4050000
(f) 4060000
(g) 40700000
(h) 40800000
Objective
Execution Steps
Click STB.
Click on Submit.


Click on Search.
6.3.5.5.2.2. VC
Navigation Path
Go to Inventory Mgmt. ->Device Blacklisting -> VC

Permissions
(a) 40100000
(b) 40200000
(c) 40300000
(d) 40400000
(e) 4050000
(f) 4060000
(g) 40700000
(h) 40800000
Objective
This functionality can be used by the users to blacklist VC devices.
Execution Steps
Click VC.
Enter the VC device id which has to be blacklisted.

Click on Submit.

In the search operation select VC Serial Number.

In the value enter the VC Serial Number.
Click on Search.

which mean that Blacklisting of device was successful.
6.3.5.5.3. Reset PIN
6.3.5.5.3.1. Reset PIN CISCO
Execution Steps
How to do RESET PIN CISCO
There is 1 way of doing reset pin From CATV Provisioning Menu
Go to CATV Provisioning -> Reset PIN -> CISCO

Enter the Mac Address and click Submit.



(a)Order ID
(b)Error Code
(f)Status

Display

Search the end customer account for which you wish to verify Reset Pin.
RESET_PIN_PK
Click Display.

6.3.5.5.3.2. Reset PIN GOSPEL
Execution Steps
How to do RESET PIN GOSPELL
There is 1 way of doing reset pin, from CATV Provisioning Menu

Go to CATV Provisioning -> Reset PIN -> GOSPELL
Enter the VC ID and click Submit.

A) From CATV Provisioning Menu:


(a)Order ID
(b)Error Code
(f)Status

Display
B) From end customer account :


RESET_PIN_GOSPELL
Click Display.
6.3.5.5.4. Set Locking PIN
6.3.5.5.4.1. CONEX
Execution Steps
How to do SET PIN CONAX
There is 1 way of doing set pin, from CATV Provisioning Menu

Go to CATV Provisioning -> Set Locking Pin-> CONAX
Enter the VC ID and click Submit.


A) From CATV Provisioning Menu :

There are various criterias to search for provisioning order status :

(a)Order ID
(b)Error Code

(f)Status
Display
B) From end customer account :


RESET_PIN_CONAX
Click Display.
6.3.6. Search Order Details

(a)Order ID
(b)Error Code
(f)Status
Search the provisioning status by Provisioning Action
Select the key as PROVISIONING ACTION

Search the provisioning status by Status

Select the key as STATUS
Display
The below screen comes up when you select the Action as Display.

7. Bulk Management
7.1. Inventory Management
7.1.1. Inventory Search
Navigation Path
Go to Inventory Mgmt. -> Inventory Search
Permission
(a) 60000000
(b) 60100000
Objective
This functionality can be used by the end user to search for an inventory and locate details
about the inventory.

Inventory search options

Click on Inventory Search under Inventory Mgmt.
The inventory search can be done by providing the following options:

STB Serial No
VC Serial No
MAC ID
Remote Serial No
Adapter Serial No
STB State and LCO Account No
VC State LCO Account No
Remote State and LCO Account No
Adapter State and LCO Account No
Searching for inventory

If you want to search for an STB device, select the search type as STB Serial No and in Search
value provide the STB Serial No and click on Search

The search result returns follwing information about the inventory :

Device ID
Serial No
Customer ID End Customer Account number to which the device is associated
Vendor Warranty End
Category It can be NEW,FAULTY,GOOD,REPAIRED,USED
Device Type
Manufacturer
Model
State It can be GOOD,USED ,BLACKLISTED
Stock Point Name The current company to which the device is associated.
Stock Point The company code
Customer Warranty End
7.1.2. Device Lifecycle

Navigation Path
Go to Inventory Mgmt. ->Device Life Cycle

Permissions
(a) 60000000
(b) 60700000
Objective:
This functionality can be used by the end user to search for an inventory and locate lifecycle
details about the inventory.
Inventory search options

Click on Device Life Cycle under Inventory Mgmt.
The inventory device lifecycle search can be done by providing the following options:
STB Serial No
VC Serial No
Account No
Action
Creation Date
MAC ID
IP Address
Remote Serial No
Adapter Serial No
Searching for inventory

If you want to search the lifecycle for an STB device, select the search type as STB Serial No
and in Search value provide the STB Serial No and click on Search
The search result returns following information about the inventory :

Action
Description
Program Name
Created At
7.1.3. Inventory Loading
7.1.3.1. STB Device Loading
Navigation Path
Go to Inventory Mgmt. ->Loading -> STB Loading

Permissions
(a) 60200000
(b) 60201000
Objective
This functionality can be used by the users to load devices.
Execution Steps
Click STB Loading.

CSV Template Upload

Click Download Template. Please fill the details of the csv file as below:
The Template will have two parts.
All the fields in CSV are mandatory.
Part 1:
Header - Short Description of the type of device for which loading is to be done.
Stock point code The WAREHOUSE account no.
Supplier code The code of supplier for which loading is done.
Invoice no the invoice number against which loading is done
purchase order The order number of the purchase
order date date of loading
Note: OAP is validating the account type of stock point code. Necessary changes to be
done to support new WAREHOUSES
Part 2:
Device Code Can be Harcoded as STB,VC,Remote or Adapter
Serial No Device Serial Number for loading
Warranty Period This can be given in months
Device Id Device ID for loading
NetworkNode - Manufacturer
Model Model no of the box
Type This is colon separated. First field is type of device like HD, SD, followed by
Plan name.
Category Can be NEW, REPAIRED, FAULTY, SCRAP.
CardRequired This can be either 0 or 1
Recordable - This can be either 0 or 1
Description Brief description can be given
Note: Part 2 can have multiple rows depending upon the number of devices to be loaded.

Sample CSV File:
STB_DEVICE (2).csv
Fill in the details of the CSV file in above format.

Select the CSV file from the system and click Submit.
On successful submission the Order Number will be generated on the screen.

Run the job in BRM

Login to BRM instance through putty.
Go to the following path : cd $PIN_HOME/mso/bin

Run ./device_load.sh
Verify status of job

Navigate to Inventory Mgmt. -> Loading -> STB Device
In the search box give the date range when the job was run in BRM.
In the Order List, select the Order Number
In the Task List, Select All.

Description and Status shows weather the job was executed succesfully or failed.
Error Codes and Description

51049: Error in searching Stock point code This error comes on screen when the
warehouse account number is not correct.
The CSV File format should not be changed - This error comes on screen when the
CSV file is tampered and fields in CSV are missing.
The CSV file is empty When no data is entered in CSV file.

Purchase Order is Empty When purchase order number is not provided for loading
7.1.3.2. VC Device Loading

Navigation Path
Go to Inventory Mgmt. ->Loading -> VC Loading
Permissions
(a) 60200000
(b) 60202000
Objective
This functionality can be used by the users to load VC devices.
Execution Steps
Click VC Loading.

CSV Template Upload

Part 1:
supplier_code The code of supplier for which loading is done.
Invoice_no the invoice number against which loading is done
purchase_order The order number of the purchase
order_date date of loading
Part 2:
Device Code Can be Harcoded as STB,VC,Remote or Adapter
Serial No Device Serial Number for loading
Warranty Period This can be given in months
Device Id Device ID for loading
NetworkNode - Manufacturer
Model Model no of the box
Type This is colon separated. First field is type of device like HD, SD, followed
by Plan name.
Category Can be NEW, REPAIRED, FAULTY, SCRAP.
CardRequired This can be either 0 or 1
Recordable - This can be either 0 or 1
Description Brief description can be given
Note: Part 2 can have multiple rows depending upon the number of devices to be loaded.

Sample CSV File:
VC_DEVICE.csv


Run the job in BRM

Run ./device_load.sh

Navigate to Inventory Mgmt. -> Loading -> STB Device


Purchase Order is Empty When the purchase order number is not provided for loading

7.1.4. Change Device State
7.1.4.1. Change State for STB
Navigation Path
Go to Inventory Mgmt. ->State Change -> STB Device State Change
Permissions
(a) 60400000
(b) 60401000
Objective
This functionality can be used by the users to change state of devices.
Execution Steps

Click STB Device State Change.
CSV Template Upload
Device_id: The STB device id for which state change has to be done.
State_id: The state id to which the STB Device has to be changed.
Sample CSV File:
STB_DEVICE_STATE
_CHANGE (2).csv


Run the job in BRM



Run ./state_update.sh
Navigate to Inventory Mgmt. ->State Change -> STB Device State Change

Device_id not found When user entered a wrong device ID.
7.1.4.2. Change State for VC
Navigation Path
Go to Inventory Mgmt. ->State Change -> VC Device State Change

Permissions
(a) 60400000
(b) 60402000
Objective
This functionality can be used by the users to change state of devices.
Execution Steps

Click VC Device State Change.
CSV Template Upload
Device_id: The VC device id for which state change has to be done.
State_id: The state id to which the VC Device has to be changed.

Sample CSV File:
VC_DEVICE_STATE_
CHANGE.csv


Run the job in BRM

Run ./state_update.sh
Navigate to Inventory Mgmt. ->State Change -> STB Device State Change


1. The CSV File format should not be changed - This error comes on screen when the CSV
file is tampered and fields in CSV are missing.
2. The CSV file is empty When no data is entered in CSV file.
3. Device_id not found When user entered a wrong device ID.
7.1.5. Device Blacklisting
7.1.5.1. STB Device

Navigation Path
Go to Inventory Mgmt. ->Device Blacklisting -> STB
Permissions
(a) 60700001
(b) 40500001
Objective
Execution Steps
Click STB.

Click on Submit.


Click on Search.

7.1.5.2. VC Device
Navigation Path
Go to Inventory Mgmt. ->Device Blacklisting -> VC
Permissions
(a) 60700001
(b) 40500000
Objective

This functionality can be used by the users to blacklist VC devices.
Execution Steps
Click VC.
Enter the VC device id which has to be blacklisted.
Click on Submit.

In the search operation select VC Serial Number.

In the value enter the VC Serial Number.
Click on Search.

which mean that Blacklisting of device was successful.
7.1.6. Inventory Stock Transfer
7.1.6.1. STB Device

Navigation Path
Go to Inventory Mgmt. ->Stock Transfer -> STB Device

Permissions
(a) 60700002
(b) 60700003
Objective
This functionality is used to transfer stock from one warehouse to another.
Execution Steps
Click STB Device.
CSV Template Upload

Part 1:

Part 2:
Serial No STB Device Serial Number for stock transfer
From The warehouse account number from where stock transfer is initiated
To warehouse who received the box
Category - Can be NEW/REPAIRED only
Transfer Flag This can be between 100 to 108.
Transfer Flag 100 : RGH to RGH

101 : RGH to CNW
102 : RGH to CIW
103 : CNW to CNW
104 : CNW to CIW
105 : CNW to RGH
106 : CIW to CIW
107 : CIW to RGH
108 : CIW to CNW
Where
RGH - Regional Warehouse
CNW - Central Warehouse
CIW - City warehouse
Comments Free text entered by user 255 chars
Note: Part 2 can have multiple rows depending upon the no. of devices to be transferred.

Sample CSV File:
STB_DEVICE_STOCK
_TRANSFER_CWRW.csv


Run the job in BRM


Run ./bulk_stock_transfer.sh

Navigate to Inventory Mgmt. ->Stock Transfer -> STB Device


Warehouse/LCO Account mismatch in SHIP_FROM When the FROM in CSV file is

not in sync with the transfer flag in the CSV.
SHIP_TO account not found When the TO account in CSV file not found in BRM.
Category can be NEW or REPAIRED only When the category in CSV is entered
something other than NEW or REPAIRED.
7.1.6.2. VC Device
Navigation Path
Go to Inventory Mgmt. ->Stock Transfer -> VC Device
Permissions
(a) 60700002
(b) 60700004
Objective
This functionality is used to transfer stock from one warehouse to another.

Execution Steps
Click VC Device.
CSV Template Upload

Click Download Template. Please fill the details of the csv file as below :
Part 1:
Part 2:
Serial No VC Device Serial Number for stock transfer


Transfer Flags 100 : RGH to RGH

101 : RGH to CNW
102 : RGH to CIW
103 : CNW to CNW
104 : CNW to CIW
105 : CNW to RGH
106 : CIW to CIW
107 : CIW to RGH
108 : CIW to CNW
Where
Note: Part 2 can have multiple rows based on the number of devices to be transferred.
Sample CSV File:

VC_DEVICE_STOCK_
TRANSFER_CWRW.csv

Run the job in BRM



Navigate to Inventory Mgmt. ->Stock Transfer -> VC Device

7.1.7. New Stock Issue to LCO
7.1.7.1. STB Device
Navigation Path
Go to Inventory Mgmt. ->New Stock Issue to LCO-> STB Device

Permissions
(a) 60700005
(b) 60700006
Objective
This functionality is used to transfer stock new stock issue to LCO.
Execution Steps

Click STB Device.
CSV Template Upload

Part 1:
Stock point code The WAREHOUSE account no .
done to support new WAREHOUSESE
Part 2:


Transfer Flag 200 : RGH to LCO
201 : CWH to LCO
202 : CIH to LCO
Where
Sample CSV File:
STB_DEVICE_STOCK
_ISSUE.csv


Run the job in BRM


Run ./bulk_new_issue_to_lco.sh


Navigate to Inventory Mgmt. ->New Stock Issue to LCO-> STB Device

7.1.7.2. VC Device
Navigation Path
Go to Inventory Mgmt. ->New Stock Issue to LCO-> VC Device

Permissions
(a) 60700002
(b) 60700007
Objective
This functionality is used to transfer stock new stock issue to LCO.
Execution Steps

Click VC Device.
CSV Template Upload

Part 1:
Part 2:
Transfer Flag 200 : RGH to LCO
201 : CWH to LCO
202 : CIH to LCO

Where
Note: Part 2 can have multiple rows based on number of devices to be transferred.
Sample CSV File:


Run the job in BRM



Navigate to Inventory Mgmt. ->Stock Transfer -> VC Device


7.1.8. Goods Return from LCO
7.1.8.1. STB Device
Navigation Path
Go to Inventory Mgmt. ->GRN FROM LCO-> STB Device
Permissions
(a) 60700008
(b) 60700009
Objective

This functionality is used to return goods from LCO.
Execution Steps
Click STB Device.
CSV Template Upload

Part 1:
Part 2:

Transfer Flag 300 : LCO to RGH
301 : LCO to CNW
302 : LCO to CIW
Where
Sample CSV File:
STB_DEVICE_GRN.cs
v


Run the job in BRM

Run ./bulk_grn_from_lco.sh



7.1.8.2. VC Device
Navigation Path
Go to Inventory Mgmt. ->GRN FROM LCO-> VC Device

Permissions
(a) 60700008
(b) 60700010
Objective
This functionality is used to return goods from LCO.
Execution Steps

Click VC Device.
CSV Template Upload

Part 1:
Part 2:

Transfer Flag 300 : LCO to RGH

301 : LCO to CNW
302 : LCO to CIW
Where
Sample CSV File:
VC_DEVICE_GRN.csv


Run the job in BRM


Run ./bulk_grn_from_lco.sh



Warehouse/LCO Account mismatch in SHIP_FROM When the FROM in CSV file is not
in sync with the transfer flag in the CSV.
7.1.9. Bulk Pre-Activation
This is one of the most important functionalities offered by the system and it allows the CSR
or CSR-ADMIN account type of users to register and activate end subscribers through a
lightweight and simple process where as a minimum very few inputs are to be passed in a
CSV file and a bulk number of end customer accounts can be registered and activated in one
go. Please follow steps as provided below in the screenshots provided. A sample CSV file
contents are being shown to give a fair idea of inputs required to execute this use case.

With below format, browse to the CSV file that needs to be uploaded to process inputs.
1. STB_NUMBER STB Device Identifier that will be associated with registered account.
2. VC_NUMBER VC Device Identifier that will be associated with registered account.
3. ENTITY_CODE Account No (User Id) of concerned LCO business unit for customer.
4. SUBSRIBER_TYPE Account type (constant value = 99 for end customer)
5. PAY_TYPE Prepaid / Postpaid type of the customer account being created.
6. SUBSCRIPTION_PACK - Subscription pack to be associated for activation.
7. FIRST_NAME First name of the customer.
8. LAST_NAME Last name of the customer.
9. RMN Valid mobile number of the end customer being registered.
10. RMAIL Valid email address of the end customer being registered.
11. DOOR_NO Door number of the customer billing address that will be registered.
12. AREA_CODE Area code as per customers Billing address (Pre-configured value).
13. BUILDING_ID Building Id as per customers Billing address (Pre-configured value).



Search using search options in the below part of the screen to confirm order is submitted

7.1.10. Bulk LCO Payment
Below are the parameters used in the CSV template to use various modes of bulk payments
1. Account No Account number of the end customer.
2. Service Type A numeric constant represents CATV service.
3. Mode of payment Cash / Cheque / Online payment (numeric constants).
4. Amount Amount posted on behalf of individual customer (must be valid amount).
5. Receipt No/Wired Transfer ID To be supplied as per the payment mode.
6. From Date(MM/DD/YYYY) Start date covered by the payment made
7. To Date(MM/DD/YYYY) End date covered by the payment made
8. MICR Code MICR code
9. Bank Account No Bank account number for cheque/online payments
10. Bank Name Bank name for cheque/online payments
11. Branch Name Bank Branch name for cheque/online payments
12. Cheque No Cheque number for cheque payments
13. Cheque Date/Effective Date(MM/DD/YYYY) Effective date for cheque payments.
14. Gateway Payment Gateway used for online payment mode
15. DESCR A bit description of the payment transaction being posted.
7.1.10.1. Payment Mode as Cash
Login as a CSR with required privileges and perform actions as below.

7.1.10.2. Payment Mode as Cheque
7.1.10.3. Payment Mode as Online

7.1.11. LCO Change in Bulk
7.1.12. CAF Changes in Bulk

Input CSV format as given below

7.1.13. CAF/KYC Documents Path Upload

7.1.14. VHD and Child Work Orders Mapping

7.1.15. Search Failed Submissions of Bulk Orders
Easiest way is to search using bulk functionality type & applicable date-range.

8. Others
8.1. Lead Management
8.1.1. Create a Quick Lead

Login as a CSR and perform steps as below.

1. Supplying a pin-code is mandatory to create a lead.

2. In case customer is not able to provide a Pincode and you still want to create a lead
then populate a default pin-code which should be mapped to a central pair of sales
coordinator and the sales executive and the created lead will get assigned to them.


8.1.2. Create a Detailed Lead



8.2. Prospect Management
8.2.1. Auto Qualify (Creation) of a Prospect

8.2.2. Lifecycle Management of a Prospect


8.2.3. Alleviate a Prospect into actual Customer.

Login as a CSR (Sales Coordinator) and perform steps as below.


After clicking on Assigned button, below screen appear for the highlighted row.

Login as a CSR (Responsible for customer registration) and perform steps as below.





9. Reports
9.1. BIP User creation
1. Login to BIP console
http://103.41.23.141:9001/console/
Username: weblogic
Password: weblogic1
2. Click on security Realms

3. Click on myrealm
4. Then click on Users and Groups

5. Click on new and it will open the user creation part. Provide the user details which
you want to create. And click OK
6. After creating the user all users will appear as shown below.

Adding user to groups

Click on the user which you want to add to the group
It will open the window as shown below and click on groups

Select Group and click on the arrow as shown below
Save and exit

For roles login to
http://103.41.23.141:9001/em/faces/targetauth/emasLogin?target=Farm_bifoundation_do
main&type=oracle_ias_farm&FromContextInitFilter=true&_afrLoop=1891462731095980&_a
frWindowMode=0&_afrWindowId=18f9pfdsj4_6#%40%3Ftarget%3DFarm_bifoundation_do
main%26_afrWindowId%3D18f9pfdsj4_6%26FromContextInitFilter%3Dtrue%26type%3Dor

acle_ias_farm%26_afrWindowMode%3D0%26_afrLoop%3D1891462731095980%26_adf.ctr
l-state%3Dt2628g51l_4
Username: weblogic
Password : weblogic1
And click on bifoundation_domain
Right click on bifoundation_domain and click on security and select application roles as
shown below.

Select obi as shown below and click on search application roles
And click on create button and create a new role

Create a role and assign it to a group.

9.2. BRM user Creation Process
Please find the attached file for BRM user creation process
User creation in weblogic console (viewinvoice/viewinvoice1)
1. Create group in weblogic console(selfinvoice)

2. Associate group to user in weblogic console
3. Create Role in weblogic em console

4. Assign member(group & user) to the role

5. Open report catalog and then open permission to assign roles to get report access.


9.3. Running the report
1. Log in to bip with the admin credentials.

Step1: Click on catalog folders

Step 2: go to Fastway_Reports
9.3.1. Running Sub master report
Step 3. click on Expand for SUB_MASTER_REPORT

It will be like this after expanding
Click on open for SUB_MASTER_REPORT_NEW
The Report page open like this

Provide the filter values as shown below and click on apply to view the
report
Filter Clarification:
1. MSO: This filter shows the list of mso accounts.
2. DT: This filter shows the list of distributor account
3. LCO: This filter shows the list of LCO accounts.
4. Network Node: This filter shows the list of network nodes
5. Phase: This filter shows the list of Phase types.
6. Package: This filter show the list of packages.

If you want to see report data for other reports, click on catalog
9.3.2. Running the LCO Master

Click on catalog.
Click on LCO_MASTER_REPORT and click on Open

MSO: This filter shows the list of MSO accounts.
Phase: This list shows the different phases.
Expire Date: select the date (this date is for LCO agreement date which is getting expired
before the selected date)
Click on apply.
9.3.3. Running the LCO invoice Report
Click on catalog, and go to fastway_reports and open LCO invoice report
Click on open
Filter clarification:



4. Month: This filter shows the list of months (select month to see particular
month data)
Select the filters and click on apply.
9.3.4. Churn Report

Click on catalog and go to fastway_reports and select Churn_report
Click on open

Filter clarification:

4. Network Node: This filter shows the list of network nodes
6. CustomerCategory: This filter shows the different types of customers.

7. From_Termination_Date and To_Termination_date filter are to select date

range in which account got terminated.
And click on apply.
9.3.5. Running Collection Report

Click on catalog, and go to fastway_reports and select collection_report and click on Open.
Then it will display the report
9.3.6. Running STB, VC Replacement Report

Click on catalog, and go to fastway_reports and select STB_VC_REPLACEMENT

Click on Open


Select the filter and click on apply.
9.3.7. Running CAS log Report
Click on catalog, and go to fastway_reports and select CAS_LOG_REPORT
Click Open


Select the filter and click on apply.
9.3.8. Running Sub wise Billing Report

Click on catalog, and go to fastway_reports and select MSO_SUB_WISE_BILLING_REPORT

Click on Open


4. BillingCycle: this filter shows different types of billing cycles
9.3.9. Running BC Report

Click on catalog, and go to fastway_reports and select BC_REPORT_NEW
Click Open


2. Month: This filter displays the list of Months. Select particular month for
which month data need to be shown in the report.
Select the filters and click on apply.
9.3.10. Running the STB wise location Report

Click on catalog, and go to fastway_reports and select STB_WISE_LOCATION_REPORT

Click on open
Report will be shown like this.
9.3.11. Running The GRN report

Click on catalog, and go to fastway_reports and select GRN REPORT

And click on open
WAREHOUSE: This shows the list of warehouses
Entity: This filter shows the list of LCO accounts.

Start_Date and END_DATE: select the date range to know the transaction happened
between these dates.
And click on apply.
9.3.12. Running the new issue Report

Click on catalog, and go to fastway_reports and select NEW_ISSUE_REPORT
Click open

Entity: This filter shows the list of LCO accounts.
Start_Date and END_DATE: select the date range to know the transaction happened
between these dates.
Provide the filter data and click apply.
9.3.13. Running the STB Transfer Report

Click on catalog, and go to fastway_reports and select STB_TRANSFER_REPORT

Click open

Start_Date and END_DATE: select the date range to know what the transactions are
happened between these dates.
And click apply to view the report.
9.3.14. Running Material Receipt Report.

Click on catalog, and go to fastway_reports and select RECEIPT_MATERIAL_REPORT
Click open to view the report.

Start_Date and END_DATE: select the date range to know what are the transactions
happened between these dates.
Select the filters and click on apply to view the report.
9.3.15. Running the prospect report

Click on catalog, and go to fastway_reports and select PROSPECT_REPORT

Click open

Then you will be able to see the report.
9.4. Downloading the reports.

To download the reports follow the below steps.
Click on the view report as shown below.
To see the report in BIP select Interactive mode.

Here we can download reports in HTML, PDF, RTF, Excel, PowerPoint formats.
For example click on PDF it will open the report as shown below. There you will get
download option to download the report.
Thank you for visiting this user manual
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OAP User Manual February 18, 2017

Users Operation Manual

Oracle Access Portal

5.3.4. Team and Queue Mapping ......................................................................................................... 68

6.2.1. Create Business User................................................................................................................. 138

6.3.4.1.7. Update Status and Remarks in WO by a Coordinator........................................................... 213

6.3.5.5.1.1. STB..................................................................................................................................... 293

7.1.10. Bulk LCO Payment ..................................................................................................................... 381

9.3.13. Running the STB Transfer Report.............................................................................................. 434

1. About this Document

S. No. Version Status Date Created by

3. Access considerations to use OAP

b. Customer Service Representative Admin (CSR Admin)

S. No. Browser Type Minimum Browser Version

4. Application Login Process

Login page shown below for the OAP web application.

5. Master Data Setup

5.1. BRM Master Setup

5.1.1. Channel List

5.1.2. Channel Map

5.1.3. CATV Provisioning

Editing the CATV Provisioning Tag in the below screens

5.1.4. Refund Rule

Updating definition of existing refund rule via OAP interface

5.2. OAP Master Setup

5.2.1. Role Definitions

Editing an existing role entity definition via OAP interface.

5.2.2. Role and Permission Settings

5.2.3. User and Role Settings

5.2.4. Plans and Pricing

5.2.4.1. Create a new Plan List

a. Click on the button

5.2.4.2. Load an existing Plan List Details

5. Click on the button

5.2.4.3. Edit an existing Plan List

5. Click on the button

5.2.4.4. Manage Geo Access for an existing Plan List.

5.2.5. User and Plan Settings

5.2.6. Country Geo Setup

5.2.7. State Geo Setup

5.2.8. District Geo Setup

5.2.9. City Geo Setup

5.2.10. Area Geo Setup

7. Click on the submit button.

5.2.11. Street Geo Setup

Updating an Existing Street Details is allowed and can be done.

5.2.12. Location Geo Setup

Updating an existing Location Details is allowed and can be done.

5.2.13. Building Geo Setup

5.3. Ticket Mgmt. Master Setup

5.3.1. Group Setup

1. Navigate to OAP >> Set up >> CT Master Setup >> Group.

5.3.2. Team Setup

1. Navigate to OAP >> Set up >> CT Master Setup >> Team.

3. Click on the submit button & on-screen confirmation would be provided.

Updating existing Team Details is allowed with some restrictions.

5.3.3. Queue Setup

1. Navigate to OAP >> Set up >> CT Master Setup >> Queue.

3. Click on the submit button & on-screen confirmation would be provided.

5.3.4. Team and Queue Mapping

3. Click on the submit button & on-screen confirmation would be provided.

5.3.5. Admin to Group Mapping

5.3.6. Service Coordinator and Team Mapping

3. Click on the submit button & on-screen confirmation would be provided.