HP.com B2B CCA ePrime User Guide · Web viewWhile working on the contact center site, agents may access tools that help to answer questions and increase efficiency. First of all,

Contact Center ePrime User GuideUser guide

© Hewlett-Packard Company, 2006. All rights reserved.Hewlett-Packard Company makes no warranty of any kind with regard to this material, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. Hewlett-Packard shall not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing, performance, or use of this material. This document contains proprietary information, which is protected by copyright. No part of this document may be photocopied, reproduced, or translated into another language without the prior written consent of Hewlett-Packard. The information contained in this document is subject to change without notice.Microsoft, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation in the U.S. and/or other countries.All other product names mentioned herein may be trademarks of their respective companies.

Hewlett-Packard Company shall not be liable for technical or editorial errors or omissions contained herein. The information is provided “as is” without warranty of any kind and is subject to change without notice. The warranties for Hewlett-Packard Company products are set forth in the express limited warranty statements accompanying such products. Nothing herein should be construed as constituting an additional warranty.

HP.com Business to Business Contact Center ePrime User Guidev.3.0September 2006Worldwide Operations and Capabilities Training Team

Revision History

Revision #

Date Change Name1.0 Jan. 21, 2004 First CCA User Guide created

from section of existing ePrime Admin Guide

2.0 July 8, 2004 First full stand-alone version of CCA User Guide

Mark Brotherton

2.3 Dec. 8, 2005 Revised for Cabernet/R1A Release

John McLaggan

2.4 March 28, 2006

Revised for March 2006 Tier II Release

3.0 September 12, 2006

Revised for Chianti/R1B Release; Made extensive formatting changes throughout document; Added Overview sections to most modules; Added Introduction and Price Overrides modules; Added revision history; Updated Online Help section; Added content on Customer Sat catalogs

Eric Broach

Contact Center ePrime User Guide

Table of contents

Introduction.............................................................................................................1Overview of Contact Center...............................................................................1About this guide.................................................................................................1New features......................................................................................................1

Online assistance.....................................................................................................1Online help.........................................................................................................1Shortcut keys.....................................................................................................2

User roles and workflow..........................................................................................3User roles...........................................................................................................3Workflow models................................................................................................4

No workflow...............................................................................................4Simple workflow.........................................................................................4Complete workflow....................................................................................5Cost-based workflow..................................................................................5HP Approver...............................................................................................6

Accessing the ePrime Contact Center site...............................................................7Overview............................................................................................................7ePrime Contact Center login..............................................................................7Organization list screen.....................................................................................8

Impersonation.......................................................................................................10Overview..........................................................................................................10Searching for a user.........................................................................................10Document creation..........................................................................................12Impersonated document on HP storefront.......................................................12

Searching documents............................................................................................14Search form.....................................................................................................14Cancelled documents.......................................................................................15

Creating quotes.....................................................................................................17Overview..........................................................................................................17Creating a new quote.......................................................................................17

Custom Defined Fields (optional) - Header and line item level UDFs........26Creating Purchase Requests..................................................................................39

Overview..........................................................................................................39Creating a new purchase request....................................................................40

Custom Defined Fields (optional) - Header and line item level UDFs........45Create a Purchase Order.......................................................................................63

Overview..........................................................................................................63Creating a new purchase order........................................................................64

Cross sell (optional)..................................................................................70Custom Defined Fields (optional) - Header and line item level UDFs........71

Search, edit, and submit existing documents........................................................90Overview..........................................................................................................90Searching documents......................................................................................90Editing documents...........................................................................................91

Editing documents when the bill-to address on a purchase request is enabled/disabled......................................................................................92Editing documents when the no-touch-order feature is enabled/disabled93

Saving documents...........................................................................................93Submitting documents.....................................................................................93

Copying documents...............................................................................................95Overview..........................................................................................................95

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Contact Center User Guide

Searching for a document to copy...................................................................95Copying a document........................................................................................96

Copying documents when bill-to address on purchase requests is enabled/disabled......................................................................................96

Saving an edited document.............................................................................97Configure to order (optional).................................................................................98

Overview..........................................................................................................98Accessing the Configurator interface...............................................................99

Configuring and validation.....................................................................101Reset button..........................................................................................102Flexible pricing display...........................................................................103Export tools............................................................................................103Print summary........................................................................................104

Add to shopping cart......................................................................................104Shopping cart.........................................................................................105

Reconfigure....................................................................................................105Price over writes (optional – US Fusion only).......................................................106

Overview........................................................................................................106Overriding a product price.............................................................................106Overriding logistical services prices...............................................................108Resetting a price............................................................................................108

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IntroductionSection 1

Overview of Contact CenterThe contact center site, often referred to as the “contact center application” or “CCA,” is a specialized Web site intended strictly for Teleweb personnel and other “agents” who assist customers with placing orders and other tasks on the HP.com Business to Business (B2B) site. Therefore, both the contact center site and this user guide are intended for an internal HP audience only.Every part of CCA is designed to help an agent quickly and efficiently assist clients. Unlike other HP.com Business to Business sites, the contact center site consolidates most information on a single screen and makes very minimal use of graphics. Despite its simplicity, the contact center site is a powerful, comprehensive application that allows agents to meet a variety of customer needs.

About this guideThis user guide takes a methodical, step-by-step approach to using the HP.com Business to Business contact center site and application. This guide explains all of the features of the contact center site and helps agents to: Search for products Create and copy quotes, purchase requests, and purchase orders Submit purchase orders Impersonate HP.com B2B users

New features New features for the August 2006 release include: Care Pack functionality enhancements for US Fusion and expansion of

availability to all regions Implementation of Customer Pricing Display to enable agents to adjust

customer pricing as necessary when resolving customer satisfaction issues Enhancements to the Logistical Services functionality to include additional

offerings and expansion to US Fusion Implementation of SOX enhancements to comply with governmental

regulations for Terms & Conditions for certain accounts Ability to view and edit the Customer Intent Document Number field on

purchase requests and purchase orders (Productized Factory Services) “Re-customize” button for configurations renamed to “Edit configuration”

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IPG supplies are provided as standalone items in the overall customer catalog. When IPG supplies are in the cart, no hardware items may be added and only logistical services for IPG supplies will display (EMEA only).

For IPG supplies orders when “no-touch order” functionality is enabled, new ship-to address creation is blocked and a new instructions-related disclaimer will display (EMEA only).

Ability to view bill-to addresses on purchase requests for requesters and managers

Automated mapping of bill-to and ship-to address countries Display of Customer Base Number (CBN) for bill-to addresses (EMEA only) Simple credit check and fraud check added for credit card orders (US Fusion

only) Cancelled documents resulting from a failed credit check or fraud check can

be retrieved from the Search screen (US Fusion only). Ability to search for products in Customer Sat catalogs (US Fusion only)

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Online assistanceSection 2

Online helpWhile working on the contact center site, agents may access tools that help to answer questions and increase efficiency. First of all, agents have access to online help via the HP Mentor application.All CCA agents should install the Mentor application and request access to the online help system. Then when help is required, the agent can click the HP Mentor icon in the system tray and launch the Mentor window, which appears beside the Web browser window.

Online help in Mentor focuses on step-by-step instructions for common tasks in the system. It can also be customized with content specific to the user’s region and function.

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Shortcut keysShortcut keys are displayed on the upper right-hand side of all document screens and can act as a valuable time saver.

F2: Updates pricing in cart according to the new quantities listed (The terms “basket” and “cart” are used interchangeably in this guide.)

F9: (Purchase Orders only) Submits purchase order to HP F10: Takes the user to the order detail at the bottom of the screen F12: Brings up the Product Search window ESC: Cancels document and return user to the Impersonation / Search Form

screen Enter: Takes the user to the next field Alt+S: Saves the document

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User roles and workflowSection 3

User rolesVarious system roles are available within HP.com Business to Business. On the contact center site, Teleweb agents and contact centers support unassisted and assisted direct sales go-to-market activities. Teleweb agents are split into two groups: Telesales and Order Desk.

Telesales agents: Receive a call from a customer Utilize the contact center interface Role ends after the quote is built and saved The customer then takes the quote and makes it an order.

Note: When Telesales agents apply for a CCA login (using Quest), there is a question in the profile to ask if they should be allowed Order Capabilities. If they select NO, then they will have the ability to create and view quotes, but not to convert quotes into orders. At the same point at which this is identified, there is another option to “mark as a Teleweb agent.” If this field is set to “On”, then quotes created by the agent in ePrime will show in the weekly and monthly reports.

Order Desk agents: Receive a fax, a phone call, or mail Enter the order Have an Order Desk login (they do not go in as that customer)

There are three customer roles that can be impersonated: Requester

Creates and edit Quotes and Purchase Requests Does not have the ability to submit a Purchase Order

Manager Creates and edits Quotes and Purchase Requests Does not have the ability to submit a Purchase Order

Purchaser Creates and edits Quotes and Purchase Orders

Reports are generated in BDE to monitor and evaluate the quotes and orders.

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Workflow modelsWorkflow, simply stated, refers to an order request and approval process where more than one person is involved in the purchasing process. Workflow is an option available in CCA and on the ePrime extranet; it is not required.Several workflow models are available for HP Customers, and a CCA agent should be familiar with the basics of each model. Each organization selects the workflow model that best meets its approval process. The workflow model of the customer will be followed when the impersonation capability is utilized on the contact center site.The workflow models are: No workflow – Purchasers only Simple workflow – Requesters and Purchasers Complete workflow – Requesters, Managers, and Purchasers Cost-based workflow – Extending workflow to be cost-based; workflow is

available for both the Simple and Complete workflows

No workflow“No workflow” is used when an organization does not require an online approval process. In this workflow model, only the role of the Purchaser is available to be impersonated. The Manager and Requester roles do not exist. Purchasers will create the purchase orders and submit them to HP.

Simple workflowIn this model there are two roles that may be impersonated: Requester and Purchaser. Simple workflow is used when an organization needs one level of approval between the creator of a requisition and the submission of the purchase order to HP. Each Requester is assigned to a Purchaser. When a Requester is impersonated to create a purchase request using the HP contact center site, the purchase request will then be sent to the Purchaser, who may approve it and submit a purchase order to HP.

Complete workflowIn the complete workflow model there are three user roles that may be impersonated: Requester, Manager, and Purchaser. Each Requester is assigned to a Manager or Purchaser and each Manager is assigned to a Purchaser. When a Requester is impersonated to create a purchase request using the HP contact

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center site, the purchase request will then be sent to the user to whom the requester is assigned, who may approve it and submit a purchase order to HP. Similarly, when a Manager is impersonated to approve or create a purchase request using the HP contact center site, the purchase request will then be sent to the Purchaser, who may approve and submit a purchase order to HP.

Cost-based workflowFor organizations using simple workflow or complete workflow, the workflow can be extended to a cost-based model. Implementing cost-based workflow is optional for each organization. If cost-based workflow is implemented for an organization, the Requester and Purchaser roles are assigned a default spend limit at the organizational level. Each Requester and Purchaser may also be assigned a modified individual spend limit at the user level. Managers are not assigned spend limits, and their role does not change in any way. These spend limits will also exist when impersonating a user on the HP contact center site.Following are the changes to roles for organizations with cost-based workflow enabled: Spend Limits - Each requester can be assigned a spend limit. Requesters

with spend limits are Empowered Requesters. Empowered Requesters may create purchase orders, up to their spend limit.

The purchase orders that Empowered Requesters create do not need approval by a Manager or Purchaser and are submitted directly to HP.

For a requisition with a total cost over an Empowered Requester’s spend limit, the Requester creates a purchase request and the approval process works the same as in simple or complete workflow.

HP ApproverThe HP Approver role allows a customer account representative from HP to review orders to ensure accuracy and order validity as well as timely order processing. For organizations that are setup with an HP Approver designated to a Purchaser, the purchase order will be routed to that HP Approver prior to the order being fulfilled. If the order needs to be edited or deleted by someone in the organization, the HP Approver must reject the order, sending it back to the

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organization. If an organization is not setup with a Purchaser–HP Approver relationship, then the order will be routed for fulfillment when it is submitted by the organization’s Purchaser.

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Accessing the ePrime Contact Center siteSection 4

OverviewThe contact center application is hosted on a separate website from the rest of HP.com Business to Business, with its own dedicated login page and sign-in procedure. As mentioned previously, the CCA interface is very basic. Graphics and other elements that might slow system performance have been removed.Once an agent logs in to the application, the agent chooses an organization to which he or she is assigned. From there, the agent may impersonate a user, search through existing documents, create a new order document, or perform any other function necessary for the customer.

ePrime Contact Center login

CCA Agents can access the contact center site by following these instructions:1. Enter the following URL:

https://enfini01.bbndirht.external.hp.com/is-bin/INTERSHOP.enfinity/WFS/eprime/en_US/-/USD/ViewLogin-Start1

2. Bookmark this page so users may easily access the contact center site in the future.

3. Enter the login and password. Click Login.

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Organization list screenAfter logging in, the Organization list screen displays. This screen allows agents to select from a list of organizations within the region to which the user is assigned.

It is possible to search for Organizations using any of four criteria: all columns portal account id Siebel account id company name

Clicking the portal account id will take the agent to the Impersonate/Search form screen for the selected organization. The name of the organization will display at the top of this screen, as seen below.

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The name of the selected organization displays at the top of the Impersonate user page.

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ImpersonationSection 5

OverviewIn order to generate and/or retrieve purchasing documents for customers, agents are able to impersonate users within the Contact Center interface. This enables agents to browse the customer’s product catalogs, and submit and/or retrieve purchasing documents without interruption to their workflow.When impersonating a specific customer, the workflow will behave the same as when that customer is creating their own documents through the HP Storefront. For example, if a Requester is impersonated to create a new quote, that document will flow to the assigned Manager. In addition, if a Manager is impersonated to create a purchase request, the document will flow to the assigned Purchaser.

NoteWhen ordering third party option items (Supplies, Accessories, Software, and Services - SASS) for a customer, the agent must log into the storefront, as SASS products are only accessible from within the storefront.

Searching for a userTo impersonate a user within the Contact Center interface, the agent must first locate the user from the Impersonate user screen. To impersonate a customer, select the customer’s login id from the pull-down list and click the appropriate document button based on the type of document the users wishes to create.

NoteIf the customer impersonated does not have the ability to create a purchase request or purchase order, those buttons will not be displayed on the screen.

Agents may also search for a user via the Search field. The search will work for: Contacts Login Name, First Name, Last Name, or with partial search strings. For example, a search using Rob would return any combination of names using that string of characters. Rob, Roberto, Roberta, Robertson, Robbins, etc., would all be returned as matches. If multiple matches are located, those results populate the pull down list on the Impersonate User page.

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Search field

Once a valid Contact is found, the Agent will impersonate the selected Contact and the impersonation section is displayed with the whole list of documents (Quote, PR, PO) assigned to the selected Contact.Clicking one of the three document creation buttons listed will take users to a screen to begin creating a quote, purchase request or purchase order. These buttons are: new quote new purchase request new purchase order

NoteTo create a quote, purchase request or purchase order without impersonating a customer, make sure that “all users” is selected in the pull-down list and simply click the associated button without choosing a user from the list.

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Document creationWhen a new quote, purchase request or purchase order is created, the impersonated user’s information is auto-populated on the screen, as well as the agent’s ID and name:

Please refer to the Workflow section of this document to get an understanding of what path the documents can take once they are created.

Impersonated document on HP storefrontOnce the purchase request above is created, it is then assigned to the Manager. Below is a screenshot of this purchase request once it is received by the Manager on the HP Storefront.

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Searching documentsSection 6

Search formThe lower portion of the Impersonate user/Search form screen contains the search and document inquiry functionality for the contact center site.

Documents can be searched using either the name or number of the created document. Only documents for the organization appear when searching. Agents are able to search within different types of documents: quotes purchase requests draft purchase requests submitted purchase orders All Documents Cancelled Documents

When impersonating, only documents created by the chosen user are displayed in search results. Clicking the document name will take users to a screen where they will have access to review and edit the document.

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Cancelled documentsDocuments that have been cancelled because of a failed simple credit check or due to suspected fraud can only be retrieved in CCA by a CCA agent. At this point, the storefront user can no longer access the document. When this occurs, the storefront customer is notified that the order has been declined and is instructed to contact their HP.com Business to Business Representative if they feel the order was declined in error. If this happens, agents are directed to contact the fraud department to obtain resolution.Cancelled purchase orders can be retrieved and resubmitted once resolution has been obtained through the fraud department. If the agent saves the PO, the user will be able to access the document from the Orders & quotes screen within the storefront. The last option for the agent is to cancel the document, keeping it in a cancelled status, where it is irretrievable by the storefront user.Cancelled purchase requests can be saved in order to forward the document to the originator’s approver, where they will appear in the approver’s Orders & quotes screen. In addition, purchase requests can be cancelled, keeping them in a cancelled status that renders them irretrievable by the storefront user.

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Creating quotesSection 7

OverviewQuotes are documents that are created mainly for informational purposes. A customer may be looking for this information for a number of reasons, such as upcoming hirings, special needs for a project, replacement of older equipment, etc. A quote gives them the basic information they need in a timely manner.Quotes may be saved and later turned into purchase requests. A quote may also be shared with colleagues or managers as needed.

To create a new quote, the CCA agent follows these steps:1. Add to the Shopping Cart (also known as Shopping Basket)

Select a product category Select or configure a product Add the product to the Shopping Cart Change quantities Add additional products (if necessary) Select logistical services carrier and service level options (optional –

EMEA and US Fusion only)2. Save the Quote

Identify the order source (optional) Insert Influencer ID (optional) Name the quote Fill in required fields and validate address information Provide personal information (optional) Provide information for e-mail notification (optional) Save the quote

Creating a new quoteNoteIt is important to note that many of the document creation steps and features are the same for Quotes, Purchase Requests (PR), and Purchase Orders (PO). In this guide some duplicate information appears, but we will highlight the differences.

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! ImportantDo NOT use the Back button in the browser when navigating the HP contact center site. Doing so will cause unpredictable results, such as error pages.

All CCA users are authorized to create quotes. Certain agents who do not have authorization to create a purchase request or purchase order will only see the New Quote button.

Perform the following to create a quote:1. Click the new quote button on the Impersonate user / Search form screen.

2. The Quote page displays.

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NoteThe Order Source pull-down list identifies how the order came in to the Contact Center. The four options are: Phone, Email, Fax and Letter.

3. Identify the order source (Optional)One of the first things an agent may do is record the source of the order. This is a simple matter of selecting from a pull-down menu. The choices are: phone, email, fax, or letter. This information can be use to track target markets for advertising, etc.

4. Agent Direct – Influencer ID (Optional) The Influencer ID field, which appears on the quote, PR, and PO detail screens, is an editable field in which the agent can enter the alphanumeric character combination for the Influencer Partner that works directly with the customer. This field can be edited at any point during the purchase document creation process.

5. Add a productIf an agent already knows the specific product or company standard number(s), they can utilize the Quick Buy feature by entering the number(s) in the field to the left of the add products button and clicking the button. Multiple product numbers can be entered if separated by commas.

Note – IPG supplies (EMEA only)If the agent attempts to add an IPG supplies product and a hardware product into the shopping cart at the same time via Quick Buy, they will receive the following error message.

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Only products corresponding to the Fulfillment Site ID (FFSID) of the first item listed via Quick Buy will be added into the shopping cart.

As an agent navigates through a catalog, they can add a product or standard configuration to the shopping cart. Adding an item to the shopping cart is not a commitment to submit a quote.

6. Search for productsThe first step in creating a quote is to select a product or standard (a group of products) to add to the cart. Click the search products button at the bottom of the screen and the product search screen will appear in a new window.

There are two methods to searching for a product: Searching with Criteria - Search for products using the criteria at the top of

the Product search screen (Product Number, Product Description, and Standard Name are not required fields).

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Hierarchical Search - Locate products within categories using the hyperlinks provided closer to the bottom of the screen.

Note – IPG supplies (EMEA only)If the agent already has an IPG supplies product in the cart, he will not be able to search for hardware products via “Search by criteria” or “Search by product category.” The search will simply return empty categories.

7. Search by criteriaAgents can search for specific products by entering in the product number or name (not required) A search can be narrowed by using the Search for and Search within drop-down lists provided at the top of the screen.

The available options in the Search for field are: all – all products will be listed regardless of standards and configurations single items – only stand-alone products will appear in the search items in standards – only items contained within an HP-created standard

will be returned. items in company standards – only items contained within a customer-

created standard will be returned. configurations – only configured products will be returned (EMEA accts

only).

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The available options in the Search within field are: all – all products will be listed together regardless of the source catalog <Account name> catalog – this custom catalog, which will display the as

the <Account name> catalog, contains special products and prices, and has been customized for this particular customer

general catalog – a general catalog, with specific prices for the customer, has a listing of all HP products

Customer Sat catalog (US Fusion only) - this special catalog contains parts from the customer satisfaction big deal. It is never visible by the customer, and it is intended for use specifically by CCA agents for customer satisfaction purposes.

Partial word searches are also possible when using the product description / standard name field. When this functionality is utilized, no wildcards (*) are necessary. Once the desired criteria have been specified, click the Search button on the right side of the screen and the query results will be displayed below.

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8. Search By Product CategoryA list of categories is displayed in the middle of the original Product Search screen. When agents click on a category hyperlink, subcategories are displayed when available. Agents are able to drill down on the category hyperlinks and locate the desired product(s) within each category.

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9. Product Availability (Lead Time)During product searches, an approximate lead time will display. This lead time number is an accurate estimate of the number of business days it will take between the date when the order is received and the date when the item will be ready to ship. In the case of a stand-alone product, the lead time is based on that particular product. In the case of a configured item, the lead time will be based on the component with the longest lead time. Lead times will display for products on list/details search pages, for products in lists of company standards, and for products in lists of configurations. Lead time is a sortable field. The agent can sort the products according to lead time by clicking on the ‘Estimated to ship in’ [business days] column heading.The first time an agent clicks on the column heading, the list is sorted in ascending order. Null values will display at the top of the list. A second click on the column heading sorts the list in descending order. Null values will drop to the bottom of the list. Where enabled, lead time will also display in the configurator screens for US accounts that have access to this functionality.

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Product Availability/Lead Time column

10. Add selected productsClicking on the subcategory will display the products within it. Once displayed, click the add checkbox next to the desired product(s). Then click the add products button above to add the selected product(s) to the shopping cart. The Search screen disappears and the products are displayed in the shopping cart at the bottom of the Quote screen.

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Add products selection box and add products button.

Custom Defined Fields (optional) - Header and line item level UDFs

Organizations can identify specific Custom Defined fields – also known as User Defined Fields (UDF) to be included either at shopping cart line item level or on the account information portion of quotes, purchase requests, and purchase orders. When an organization identifies the need for an additional field(s) on their documents, the HP Administrator for the account should be notified and the fields can be added to the organization’s set-up.These Custom Defined Fields can be required or optional and can be editable or read-only. The fields will appear on all quotes, purchase requests and purchase orders in the account setup portion of the document and/or against each shopping cart line item. The fields can be set to appear on the invoice and/or packing list and can also be configured to appear on the order information included in Order Status.Custom Defined fields will be visible and/or editable for each line item in the shopping cart if enabled for the organization. These fields may be visible at the header level of bundles, configurations, and standalone products. They are not visible for logistical services.

Products added to Shopping Basket. Custom Defined Fields highlighted.

11. Change quantity of itemsChange the quantity of products by changing the number in the Qty column to the left of each product. Click the update basket button to update the quantity and pricing.

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NoteWhen shopping the contact center site, it is important that the user click update basket after changing the quantity of items in the Shopping Basket.

12. Add additional productsFollow the steps listed above to add additional products as necessary. The previously chosen products will be retained in the shopping basket when new products are selected.

13. Remove itemsItems can also be deleted at any time before creating a quote. To delete unwanted products from the quote, click the delete button that is on the same line item as the unwanted product.

NoteThere will NOT be a warning message asking the agent if they are sure they want to delete.

14. Estimated Tax (optional) By default, sales tax does not appear on orders in HP.com Business to Business. Optionally, an organization may request the ability to include an estimated tax amount in the order to give customers some idea of what their final cost will be. The estimated tax feature can be enabled for an account at the organizational level by an Org Admin.This amount is merely an estimate and may appear on the Quote, Purchase Request and Purchase Order screens, as well as on any notification e-mails and printouts produced by the system.

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When creating a new quote, PR or PO, estimated tax is not visible to agents until they click the TAX button at the bottom of the screen.

When this information is shared with customers, it is important that they are aware that estimated tax is intended to be as close to the final tax amount as possible but is not guaranteed as such, and that the actual tax will appear on the final invoice. These important points are featured in the disclaimer that appears at the bottom of the Quote, PR and PO screens:

Also keep in mind that if an organization has been set up as non-taxable, it will NOT be charged tax on its invoices.For US Fusion customers, estimated tax on quotes, purchase requests and purchase orders is calculated with the help of a special Tax Calculation web service. This system makes calculations based on the selected products, the ship-to, and the bill-to address (city, state and zip code) on the order, for increased accuracy. If a response is not received from the web service within a specified time, a warning message will display to that effect on the Quote, PR, or PO screen. In such cases, the purchasing process is not stopped and the user will be prompted to continue to the next step.For non-US and non-Fusion accounts, estimated tax is not determined by the Tax Calculation web service. Instead, it is calculated based on a general sales tax rate for the customer’s country, set and maintained by Org Admins in ePrime.As shown above, when the estimated tax option is turned on for an account and the agent clicks the TAX button at the bottom of the screen, an “Estimated tax”

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line appears beneath the “SubTotal” line, showing the total estimated sales tax amount for the entire order.For US Fusion accounts, customers may also view estimated tax for each individual stand-alone product, configured product, or eComCat bundle, in addition to the usual summary of all tax on the order.

If the line item estimated tax option is enabled and estimated shipping applies to the account, estimated tax will also appear beneath each shipping and handling charge on the order, whether shipping and handling appears as a single consolidated total at the bottom of the document or as a list of individual charges for each item on the order.When you add together all the itemized estimated tax on the quote, PR, or PO, it should add up to the same amount as the estimated tax total line at the bottom of the document.Like the estimated tax option, the line item estimated tax option must be activated by an Org Admin to appear for an account.

15. Estimated Shipping (US Only)Estimated shipping will display on Quotes. These estimates are based on common carriers and service levels. Estimated freight is calculated based on the weight of the items being shipped, transit times and carrier, and the destination. In the case of a configurable product, the weight of the base model (prior to any changes) will be used in the calculation. Changes to the carrier/transit time selection on draft documents automatically triggers a re-calculation of the estimated freight. Actual shipping charges will be displayed on the customer invoice and may vary from the estimated amount.

16. Select Logistical Services (Optional – US and EMEA only)Logistical Services provides certain customers in the US and EMEA with the ability to select from available enhanced shipping service options.With the Logistical Services options enabled, agents may be able to select the carrier and shipping services prior to submitting the purchase order. These selections display based on the product(s) placed in the shopping cart, the organization settings, and the ship-to address. Then, Logistical services costs are applied towards the user’s spend limit, and display at the bottom of the review order screen in the Logistical Profile area.

EMEA - Users with Logistical Services enabled in EMEA first choose from the Customer Logistics Profile options: Default, Optional, or Custom.

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NoteFor orders containing IPG supplies, this screen may vary. For more information on IPG supplies, please refer to the IPG Supplies section of this guide.

Once the Customer Logistics Profile option has been selected, the Basic Logistic Service screen displays, as shown in the following image portraying some of the possible logistical services options.

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US - Agents assisting certain US customers with Logistical Services enabled can change the carrier selection as well as the desired service level as shown in the screenshot below.

WS Logistics – If WS Logistics is down, an error message displays instead of the selections:

17. SB20 Fees (US - California Only)In accordance with current legislation, SB20 (recycling) fees must be charged on products having been identified as having SB20 fees associated with them, when they are being shipped to customers in California. These products will be identified with the superscript of “2” on all product related screens. In addition, SB20 fees will display in the sub-total section of quotes, PRs, and POs, and all associated emails.

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Estimated Tax, Shipping, and SB20 fees in the Shopping Cart. Estimated Tax disclaimer displays beneath the Shopping Cart.

18. Fill in other information on quote as necessaryOnce the contents of the Shopping Basket are satisfactory, a quote can be created and saved. Complete the quote by filling in the necessary information in the available fields. Enter the quote name. Verify all information and make changes, if required. Mandatory fields are designated by an asterisk (*).

19. Select Alternate Addresses

NoteThis process works for selecting any available alternate address: Ship-To, Bill-To, etc., and applies to Quotes, Purchase Requests, and Purchase Orders.

The Shipping Information section displays the default shipping address if a default has been chosen.

Note – IPG supplies (EMEA only)If the no-touch-order functionality for IPG supplies has been enabled for the account and IPG supplies are in the cart, agents will see the following disclaimer message below any instructions when they have been enabled for the account.

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To select an address other than the one displayed, click the select alternate shipping address button in the top right corner of this section.

This brings up the Address List screen. From this screen, the agent will be able to: Select an existing shipping address Set an existing shipping address as the default for the organization Identify new temporary shipping information

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Click the Select radio button associated with the desired existing address. Also click the My Default radio button next to the associated address for the address to be auto-populated in the Purchase Request screen for future purchase requests. Click the Accept button at the bottom right of the screen to return to the Purchase Request screen with the chosen shipping information listed.

20. Creating a one-time Shipping AddressIf the necessary shipping address is not listed, click the Select radio button associated with the New Temporary Shipping Information line item. Then click the Accept button at the bottom right of the screen to return to the Purchase Request screen where all Shipping Information fields will be editable for this purchase request.To return to the Purchase Request screen without changing any shipping address settings, click the Cancel button on the bottom left corner of the screen.

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Fill in all known shipping address information, noting that all fields with an asterisk (*) next to the field names are mandatory.

Ship-to and Sold-to addresses on QuotesSeptember 2006 36


Note – IPG supplies (EMEA only) If the no-touch-order functionality has been enabled for the

account and IPG supplies are in the cart, the creation of new ship-to addresses will be blocked and agents will not see the “new temporary shipping information” section. However, EMEA accounts and select US accounts will still be able to edit the attention-to, phone, fax, and email fields in the Shipping information section, even if no-touch-order is enabled.

If the agent had previously created a new temporary shipping address and then added an IPG supplies product in the cart with no-touch-order enabled, the new temporary shipping address will be deleted and the agent will see the following error message.

21. E-mail NotificationsWhen the Send E-mail box is checked, an e-mail notification will go out to the address(es) listed in the E-mail Address field below it. To insert more than one e-mail recipient, use a semi-colon to separate the addresses.

22. Save QuoteTo save the quote, click the Save button near the bottom of the screen. The Impersonate User / Search form screen will appear. Since the default sort on the Search form section is sorted by date saved, the quote that was just created should be listed first. If the quote is not to be saved, click Cancel.

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A saved quote can be: Viewed and Edited by using the Search form screen Copied; click Copy to New Quote, Copy to New PR, or Copy to New PO. If

agents wish to make changes to the copy of the document, they may change the quantity of items, delete items, or add more products to the shopping cart. Click Save. A new document number is then generated automatically.

Sent in an email to the user and/or other recipients during quote creation; to send a copy of the quote via e-mail to recipients other than the user, add the additional addresses separated by a semicolon in the e-mail address field on the quote screen and click Save. When the quote is finally saved, the quote is automatically emailed to these individuals.

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Creating Purchase RequestsSection 8

OverviewA purchase request can be either created from a quote or independently created. Purchase requisitions (or purchase requests) are then submitted by a requester for approval by the assigned manager, or by managers for approval by the assigned purchaser. Once approved, the purchase request can be converted into a purchase order. As seen previously, a CCA agent may impersonate a user with any role in the customer’s workflow, and thus may find it necessary to create a purchase request.Creating a purchase request is virtually identical to the process for creating a quote. The process for creating a purchase request begins with clicking on the new purchase request button on the Impersonate User page or by copying another document.

To create a purchase request, an agent follows these steps:1. Add to the Shopping Cart Select a product category Select or configure a product Add the product to the Shopping Cart Change quantities Add additional products (if necessary) Select Logistical Services carrier and service level options (Optional –

EMEA and US Fusion only)2. Save the Purchase Request Identify the order source (optional) Provide the Purchase Request Name Provide the order information Insert Influencer ID (optional) Provide personal information Provide the Shipping Information Provide information for e-mail notification (optional) Document Attachment (Optional) Select payment method (credit card request, lease request, purchase

request) Save the Purchase Request

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Creating a new purchase request


Perform the following to create a purchase request.1. Click the new purchase request button on the Impersonate User / Search

Form screen

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2. The Purchase Request page displays

NoteThe Order Source pull-down list identifies how the order came in to the Contact Center. The four options are: Phone, Email, Fax and Letter.

3. Add a productIf agents already know the specific product or company standard number(s), they can utilize the Quick Buy feature by entering the number(s) in the field to the left of the add products button and clicking the add products button. Multiple product numbers can be entered if separated by commas.


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As an agent navigates through a catalog, they can add a product or standard configuration to the shopping cart. Adding an item to the shopping cart is not a commitment to submit a purchase request.

4. Searching for productsThe first step in creating a purchase request is to select a product or standard (a group of products) to add to the cart. Click the search products button at the bottom of the screen and the Product Search screen will appear in a new window.


the Product Search screen (Product Number, Product Description and Standard Name are not required fields)


Note – IPG supplies (EMEA only)If the agent already has an IPG supplies product in the cart, he will not be able to search for hardware products via “Searching with Criteria” or “Hierarchical Search”. The search will simply return empty categories.

5. Search With CriteriaAgents can search for specific products by entering in the product number or name (not required) A search can be narrowed by using the Search for and Search within drop-down lists provided at the top of the screen.

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The available options in the Search for field are: all – all products will be listed regardless of standards and configurations single items – only stand-alone products will appear in the search items in standards – only items contained within an HP-created standard will

be returned. items in company standards – only items contained within a customer-created

standard will be returned. configurations – only configured products will be returned (EMEA accts only).

The available options in the Search within field are: all – all products will be listed together regardless of which catalog they are in. <Account Name> catalog – this custom catalog, which will display the as the

<Account name> catalog, contains special products and prices, and has been customized for this particular customer



Partial word searches are also possible when using the product description / standard name field. When this functionality is utilized, no wildcards (*) are necessary. Once the desired criteria have been specified, click the Search button on the right side of the screen and the query results will be displayed.

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7. A Product Availability (Lead Time)During product searches, an approximate lead time will display. This lead time number is an accurate estimate of the number of business days it will take between when the order is received and when the item will be ready to ship. In the case of a stand alone product, the lead time is based on that particular product. In the case of a configured item, the lead time will be based on the component with the longest lead time. Lead times will display for products on list/details search pages, for products in lists of company standards, and for products in lists of configurations. Lead time is a sortable field. agents can sort the products according to lead time by clicking on the ‘Estimated to ship in’ [business days] column heading. The first time an agent clicks on the column heading the list is sorted in ascending order. Null values will display at the top of the list. A second click on the column heading sorts the list in descending order. Null values will drop to the bottom of the list.

8. Add selected productsClicking on the subcategory will display the products within it. Once displayed, click the add checkbox next to the desired product(s). Then click the add products button above to add the selected product(s) to the shopping cart. The Search screen disappears and the products are displayed at the bottom of the Purchase Request screen.

9. Intent Document number (US only)The customer Intent Document number is an editable 20-character field that will display on the summary and review pages for purchase requests, purchase orders, print pages, and e-mail notifications. It is only for Configure to Order products, eCC bundles and customer-defined bundles that contain a CTO with Productized Factory Services.


Organizations can identify specific Custom Defined fields – also known as User Defined Fields (UDF) to be included either at shopping cart line item level or on the account information portion of quotes, purchase requests, and purchase orders. When an organization identifies the need for an additional field(s) on its documents, the HP Administrator for the account should be notified and the fields can be added to the organization’s set-up.

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These custom-defined fields can be required or optional and can be editable or read-only. The fields will appear on all quotes, purchase requests and purchase orders in the account setup portion of the document and/or against each shopping cart line item. The fields can be set to appear on the invoice and/or packing list and can also be configured to appear on the order information included in Order Status.Custom Defined fields will be visible and/or editable for each line item in the shopping cart if enabled for the organization. These fields may be visible at the header level of bundles and configurations along as well as against standalone products. They are not visible for logistical services.

10. Change quantity of itemsChange the quantity of products by changing the number in the Qty column to the left of each product. Click the update basket button to update the quantity and pricing.

NoteWhen shopping the contact center site, it is important that the user click update basket after changing the quantity of items in the Shopping Cart.

11. Add additional productsFollow the steps listed above to add additional products as necessary. The previously chosen products will be retained in the shopping basket when new products are selected.

12. Remove itemsItems can also be deleted at any time before creating a purchase request. To delete unwanted products from the purchase request, click the delete button that is on the same line item as the unwanted product.

NoteThere will NOT be a warning message asking the agent if they are sure they want to delete.

13. Select Alternate Shipping AddressThe Shipping Information section displays the default shipping address if a default has been chosen.

Note – IPG supplies (EMEA only)If the no-touch-order functionality for IPG supplies has been enabled for the account and IPG supplies are in the cart, agents will see the following disclaimer message below any instructions that have been enabled for the account.

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To select an address other than the one displayed, click the Select Alternate Shipping Address button in the top right corner of this section.

This brings up the Address List screen. From this screen, the agent will be able to: Select an existing shipping address Set an existing shipping address as the default for the organization Identify new temporary shipping information

Click the Select radio button associated with the desired existing address. Also click the My Default radio button next to the associated address for the address to be auto-populated in the Purchase Request screen for future purchase requests. Click the Accept button at the bottom right of the screen to return to the Purchase Request screen with the chosen shipping information listed.

14. Creating a one-time Shipping AddressIf the necessary shipping address is not listed, click the Select radio button associated with the New Temporary Shipping Information line item. Then click the Accept button at the bottom right of the screen to return to the Purchase Request screen where all Shipping Information fields will be editable for this purchase request.


account and IPG supplies are in the cart, the creation of new ship-to addresses will be blocked and agents will not see the “new temporary shipping information” section. However, EMEA accounts and select US accounts will still be able to edit the attention-to, phone, fax, and email fields in the Shipping information section, even if no-touch-order is enabled. Agents will also see the following disclaimer message below the shipping instructions when they have been enabled for the account.

If the agent had previously created a new temporary shipping September 2006 46


address and then added an IPG supplies product in the cart with no-touch-order enabled, the new temporary shipping address will be deleted and the agent will see the following error message.

To return to the Purchase Request screen without changing any shipping address settings, click the Cancel button on the bottom left corner of the screen.Fill in all known shipping address information, noting that all fields with an asterisk (*) next to the field names are mandatory.

15. Billing information on purchase requests (if enabled)The bill-to address may be enabled to appear on purchase requests for an account. If enabled, agents would be required to enter or select a bill-to address when creating the purchase request. Managers in the storefront would also be able to edit the bill-to address when approving the purchase request. The bill-to address would then appear in the storefront on the review request page and the summary page, the email notification, and the print page.However, for select US accounts, even if the bill-to address is enabled to appear on purchase requests, if credit card is selected as the payment method, then the bill-to address will not display.In addition, if the agent had entered a new ship-to address when creating the purchase request, bill-to filtering may occur, depending on the account settings. If bill-to filtering is disabled, then when a new ship-to address is created, all available bill-to addresses for the organization will display. If bill-to filtering is enabled, then when a new ship-to address is entered, the system will first search for all ship-to addresses with the country of the catalog. It will then display all bill-to addresses for which those ship-to addresses have been assigned. If no bill-to address can be found by this process, no bill-to address will be displayed. Only the EMEA region will have bill-to filtering feature defaulted to enabled. All other regions will be defaulted to disabled.

Note – Customer Base Number (EMEA only)The Customer Base Number will appear at the top of the Billing Information section in CCA and on the order email for EMEA accounts only.

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When creating a new PR, just as with a quote or a PO, estimated tax is not visible to agents until they click the TAX button at the bottom of the screen.

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When this information is shared with customers, it is important that they are aware that estimated tax is intended to be as close to the final tax amount as possible but is not guaranteed as such, and that the actual tax will appear on the final invoice. These important points are featured in the disclaimer that appears at the bottom of the PR screen:

Also keep in mind that if an organization has been set up as non-taxable, it will NOT be charged tax on its invoices.For US Fusion customers, estimated tax on purchase requests, quotes and purchase orders is calculated with the help of a special Tax Calculation web service. This system makes calculations based on the selected products, the ship-to and the bill-to address (city, state and zip code) on the order, for increased accuracy. If a response is not received from the web service within a specified time, a warning message will display to that effect on the PR screen. In such cases, the purchasing process is not stopped and the user will be prompted to continue to the next step.For non-US and non-Fusion accounts, estimated tax is not determined by the Tax Calculation web service. Instead, it is calculated based on a general sales tax rate for the customer’s country, set and maintained by Org Admins in ePrime.As shown above, when the estimated tax option is turned on for an account and the agent clicks the TAX button at the bottom of the screen, an “Estimated tax” line appears beneath the “SubTotal” line, showing the total estimated sales tax amount for the entire order.For US Fusion accounts, customers may also view estimated tax for each individual stand-alone product, configured product or eComCat bundle, in addition to the usual summary of all tax on the order.

If the line item estimated tax option is enabled and estimated shipping applies to the account, estimated tax will also appear beneath each shipping and handling charge on the order, whether shipping and handling appears as a single consolidated total at the bottom of the document or as a list of individual charges for each item on the order.When you add together all the itemized estimated tax on the PR, it should add up to the same amount as the estimated tax total line at the bottom of the document.Like the estimated tax option, the line item estimated tax option must be activated by an Org Admin to appear for an account.

17. Estimated Shipping (US Only)Estimated shipping will display on Quotes. These estimates are based on common carriers and service levels. Estimated freight is calculated based on the weight of the items being shipped, transit times and carrier, and the destination.

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In the case of a configurable product, the weight of the base model (prior to any changes) will be used in the calculation. Changes to the carrier/transit time selection on draft documents automatically triggers a re-calculation of the estimated freight. Actual shipping charges will be displayed on the customer invoice and may vary from the estimated amount.

18. SB20 Fees (US - California Only)In accordance with current legislation, SB20 (recycling) fees must be charged on products having been identified as having SB20 fees associated with them, when they are being shipped to customers in California. These products will be identified with the superscript of “2” on all product-related screens. In addition, SB20 fees will display on quotes, PRs, and POs, and all associated emails.

19. Select Logistical Services (Optional – US and EMEA only)Logistical Services provides certain customers in the US and EMEA with the ability to select from available enhanced shipping service options.

With the Logistical Services options enabled, agents may be able to select the carrier and shipping services prior to submitting the purchase order. These selections display based on the product(s) placed in the shopping cart, the organization settings, and the ship-to address. Then, Logistical services costs are applied towards the user’s spend limit, and display at the bottom of the review order screen in the Logistical Profile area.


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NoteFor orders containing IPG supplies, this screen may vary. For more

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information on IPG supplies, please refer to the IPG Supplies section of this guide.



Note – IPG supplies (EMEA only)If the no-touch-order functionality has been enabled for the account and IPG supplies are in the cart, only logistical services for IPG supplies will be made available. The custom logistical services profile will be the only selectable profile, regardless of whether the

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administrator has enabled or disabled the custom choice setting. The default and optional profiles will not display. All services normally available in the custom profile when hardware products are in the cart also will not display.

20. Fill in information in purchase requestOnce the contents of the Shopping Cart are satisfactory, a purchase request can be created and saved. Complete the purchase request by filling in the information in the available fields. Enter the following mandatory fields: request name

first name last name e-mail address attention toVerify all information and make changes, if necessary. Mandatory fields are designated by an asterisk (*).

21. Cross sell Items (Optional)After creating a shopping basket, the agent may see additional products offered directly under the shopping cart in a ‘cross sell’ section. The products offered are based on the product(s) added to the shopping cart and the cross sell offerings displayed are based on the catalog access of the user being impersonated or, if no impersonation is used, on the catalog access rights of the CCA. Cross sell items may come from the custom catalog, the general catalog, the shared catalog or from all (depending on user settings).Up to five Cross sell and Care Pack items (see below) may be offered to the customer. This would include up to three cross sell offerings and two Care Packs.Click the add button to add cross sell items to the shopping cart. Click the more info link beside the product to see more product information before adding the product to the shopping cart.

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22. HP Care Pack HandlingHP Care Packs (service and support packages) are available for stand alone products, CTOs BTOs, eCC bundles, and third-party products. Products identified as Care Packs will display directly below their associated hardware item in the shopping basket, as well as in the “HP Care Pack Services” area. Care Packs can also be searched on as stand-alone items. In this instance, the Care Pack will display as an individual line item within the shopping basket. As a general rule, the most expensive Care Packs will be prioritized for display. This applies to both single and multiple hardware items in the cart. When hardware items are added one after the other, ePrime will display a maximum of 5 cross-sell and Care Pack products (3 cross-sell and 2 Care Pack) for the recently added item only. When multiple hardware items are added to the cart at the same time via Quick Buy or the search functionality, the 5 most expensive Care Packs and cross-sell products will be shown for those hardware items.


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In the US, if HP Care Packs have been added to the Shopping Basket, CCA agents may have the option to automatically register an HP Care Pack on behalf of a client, depending on the account setting. When the agent saves or submits the document, a registration form pops up and the following information will be auto-populated. Customer name Customer address City, State, Zip/Postal Code Country/RegionThe agent should verify the information and then click on the continue button.

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HP Care Pack Registration screen (US only)

NoteHP Care Packs may also be ordered as stand alone items. In these cases, the registration form will not auto-populate and the agent must provide correct product information such as model number, serial number, etc.

NoteAs a default, the “Auto register HP Care Pack Services” flag is set to “Yes” for organizations at the account level. It is important to note that setting this flag to “No” will not prevent the web registration page from displaying. If the “auto register HP Care Pack Services” flag is set to “no”, the following message will be displayed:

IMPORTANT: Thank you for purchasing an HP Care Pack. This

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step is electronic registration of your Care Pack to provide an easy and quick way of activating the extended warranty and product support. Electronic registration is enabled by setting the Auto register field, below, to “Yes” and then completing the rest of the form. If the Auto register field setting is “No”, manual registration instructions will be emailed to you at a later date.

The Org Admin setting simply dictates whether “Auto-registration” is set to yes. Customers can override this setting on the web registration form.

23. E-mail NotificationsWhen the Send E-mail box is checked, an e-mail notification will go out to the address(es) listed in the E-mail Address field below it. To insert more than one e-mail recipient, use a semi-colon to separate the addresses.

24. Document Attachment (Optional)The attachment upload function allows the agent to link files to the Purchase Request (or Purchase Order) at the request of the client. For example, an attached document might include a project plan illustrating the deployment of equipment being ordered, etc. Uploaded files are attached to the PR or PO however, the attached files are not viewable from the PR or PO document. The attached files are included in email notifications sent to individuals identified on the PR or PO document and are accessible/viewable from the email.

25. Select Payment Method – Credit Card (US Only)Three methods of payment may be available for selection on the Purchase Request: purchase request, lease request or credit card request. Options available depend on payment methods enabled for the account.If credit card request is selected, the agent must fill in all required fields. The mailing address selected in the Payer Address section must match the customer’s billing address. A credit authorization, which is a validation of the credit card information, is performed when the agent attempts to submit the request.

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Additionally, a simple credit check and fraud check is performed. The simple credit check validates whether or not a customer is on credit hold and a fraudulent history list, referred to as the Negative List, will be maintained and used during the fraud check process.

Various error messages may display for the agent depending on the situation: credit card validation service being unavailable, soft decline (information error), or hard decline (card is refused due to a failed credit authorization, failed credit check or failed fraud check). If the order is refused due to a failed credit authorization, the agent may be prompted to try and correct the information on the request, try a different credit card, save the document as a draft, or select a different payment method. If the card is rejected due to a failed credit check or failed fraud check, the agent is directed to contact the fraud department for resolution and cancel the order. The agent can retrieve any cancelled documents by selecting Cancelled Documents from the Impersonate User / Search Form screen.

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Credit card validations are good for 30 days for most credit cards. Visa card validations are good for only 7 days. In the event that the Purchase Request is being submitted after 30 days (or 7 for a Visa card) the credit card information must be re-entered and the validation process repeated. In addition, if the starting point is a saved purchase request and the amount of the order has been INCREASED since the original document was created, the credit card information must be re-entered and validated.If the amount of the purchase request is equal to or exceeds $100,000, a message is encountered notifying the agent the shopping cart total is equal to or greater than $100,000 and the credit card payment option is no longer available. In the Payment Method section, credit card request is no longer listed and the purchase request payment method is selected by default.

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To save the purchase request, click the Save button near the bottom of the screen. The Impersonate User / Search Form screen will appear. If the purchase request is not to be saved, click Cancel.

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A saved purchase request can be: Viewed and Edited by using the Search Form screen Copied; click Copy to New Quote, Copy to New PR, or Copy to New PO. If

users wish to make changes to the copy of the document, they may change the quantity of items, delete items, or add more products to the shopping cart. Click Save. A new document number is then generated automatically.

Sent in an email to the user and/or other recipients during purchase request creation; to send a copy of the purchase request via e-mail to recipients other than the user, add the additional addresses separated by a semicolon in the e-mail address field on the purchase request screen and click Save. When the purchase request is finally saved, the purchase is automatically emailed to these individuals.

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Create a Purchase OrderSection 9

OverviewThe purchase order is the document that is actually submitted to HP for order fulfillment. Only users designated as purchasers within the storefront can submit purchase orders. To place a new order for a customer, a CCA agent will normally impersonate a user designated as a purchaser for the customer’s account, and then create a new purchase order.The document creation process for a purchase order (PO) follows that of the quote and the purchase request. To create a purchase order, after selecting an account and impersonating a user:

1. Add to the Shopping Cart Select a product category Select or configure a product Add the product to the Shopping Cart Change quantities Add additional products (if necessary) Select Logistical Services carrier and service level options (Optional -

EMEA and US Fusion only)2. Save the Purchase Order Identify the order source (optional) Provide the order information Provide personal information Add Influencer ID (Optional) Provide information for e-mail notification (as applicable) Provide the Shipping Information Provide the Billing Information Provide the Sold To Address Provide the Payer Address Provide Order Completion Comments (EMEA) Save the purchase order

3. Submit the Purchase Order

Click the Submit Order button

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Creating a new purchase order


Perform the following to create a purchase order.1. Click the new purchase order button on the Impersonate User / Search

Form screen.

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2. The Purchase Order page displays.

Purchase Order Screen (US view)

3. Enter PO detailsAgent enters data for all required fields on the PO screen, including: PO name PO number Requested delivery date T&C’s notification email, if required

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! ImportantWhen the “Show PO Terms and Conditions text” flag is enabled in ePrime offline, agents in EMEA and the US must enter a valid customer e-mail address in the “T&C’s notification email” field. If no address is entered, the order will not be submitted and an error message will display.

4. Add a productIf agents already know the specific product or company standard number(s), they can utilize the Quick Buy feature by entering the number(s) in the field to the left of the add products button and clicking the add products button. Multiple product numbers can be entered if separated by commas.



As an agent navigates through a catalog, they can add a product or standard configuration to the shopping cart. Adding an item to the shopping cart is not a commitment to submit a purchase order.

5. Searching for productsThe first step in creating a purchase order is to select a product or standard (a group of products) to add to the cart. Click the search products button at the bottom of the screen and the Product Search screen will appear in a new window.


the Product Search screen (Product Number, Product Description and Standard Name are not required fields)


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Note – IPG supplies (EMEA only)If the agent already has an IPG supplies product in the cart, he will not be able to search for hardware products via “Searching with Criteria” or “Hierarchical Search”. The search will simply return empty categories.

6. Search With CriteriaAgents can search for specific products by entering in the product number or name (not required) A search can be narrowed by using the Search for and Search within drop-down lists provided at the top of the screen.

The available options in the Search for field are:

all – all products will be listed regardless of standards and configurations single items – only stand-alone products will appear in the search items in standards – only items contained within an HP-created standard will

be returned. items in company standards – only items contained within a customer-created

standard will be returned. configurations – only configured products will be returned (EMEA accts only).

The available options in the Search within field are:

all – all products will be listed together regardless of the source catalog

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<Account Name> – this custom catalog, which will display the as the <Account name> catalog, contains special products and prices, and has been customized for this particular customer



Partial word searches are also possible when using the product description / standard name field. When this functionality is utilized, no wildcards (*) are necessary. Once the desired criteria have been specified, click the Search button on the right side of the screen and the query results will be displayed below.


8. A Product Availability (Lead Time)During product searches, an approximate lead time will display. This lead time number is an accurate estimate of the number of business days it will take between when the order is received and when the item will be ready to ship. In the case of a stand alone product, the lead time is based on that particular product. In the case of a configured item, the lead time will be based on the component with the longest lead time. Lead times will display for products on list/details search pages, for products in lists of company standards, and for products in lists of configurations. Lead time is a sortable field. agents can sort the products according to lead time by clicking on the ‘Estimated to ship in’ [business days] column heading. The first time an agent clicks on the column heading the list is sorted in ascending order. Null values will display at the top of the list. A second click on the column heading sorts the list in descending order. Null values will drop to the bottom of the list.

9. Add selected productsSeptember 2006 68


Clicking on the subcategory will display the products within it. Once displayed, click the add checkbox next to the desired product(s). Then click the add products button above to add the selected product(s) to the shopping cart.The Search screen disappears and the products are displayed at the bottom of the Purchase Order screen.

Logistical Services are offered at this time Administrators can enable and disable the ability to allow partial shipments for

an organization. If partial shipment is allowed, separate invoices and shipments are created in Vista, and each partial shipment is displayed as separate orders in OSS. The requested date entered by the user will not impact the partial shipment option. The date is used as a checkpoint to report through OSS if the delivery date has been met or not.

10. Understanding the total price of the shopping cartThe subtotal listed at the bottom right of the shopping cart reflects the sum of the products listed above it as well as other charges that are factored in. Regional deals and Global deals require Trade Block Adjusters to adjust the price in order to enable a single deal price to work as the basis for pricing in many countries. These TBAs allow a single base price to be applied and used in a set of countries that have a higher cost of selling.

11. Change quantity of items:Change the quantity of products by changing the number in the Qty column to the left of each product. Click the update basket button to update the quantity and pricing.

NoteWhen shopping the contact center site, it is important that the agent click update basket after changing the quantity of items in the Shopping Cart.

12. Add additional products:Follow the steps listed above to add additional products as necessary. The previously chosen products will be retained in the shopping basket when new products are selected.

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13. Intent Document Number (US Only)The customer Intent Document number is an editable 20 characters field that will display in the summary and review pages for Purchase Orders, print pages and email notifications. It is only for CTO products, eCC bundles and Customer Defined Bundles that contains a CTO with a PFS.

14. Remove items:Items can also be deleted at any time before creating a purchase order. To delete unwanted products from the purchase order, click the delete button that is on the same line item as the unwanted product.

NoteThere will NOT be a warning message asking the user if they are sure they want to delete.

Cross sell (optional)15. Cross sell Items (Optional)After creating a shopping basket, the agent may see additional products offered directly under the shopping cart in a ‘cross sell’ section. The products offered are based on the product(s) added to the shopping cart and the cross sell offerings displayed are based on the catalog access of the user being impersonated or, if no impersonation is used, on the catalog access rights of the agent. Cross sell items may come from the custom catalog, the general catalog, the shared catalog or from all (depending on user settings).Click the add button to add cross sell items to the shopping cart. Click the more info link beside the product to see more product information before adding the product to the shopping cart.

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Organizations can identify specific Custom Defined fields – also known as User Defined Fields (UDF) to be included either at shopping cart line item level or on the account information portion of quotes, purchase requests, and purchase orders. When an organization identifies the need for an additional field(s) on their documents, the HP Administrator for the account should be notified and the fields can be added to the organization’s set-up.These custom-defined fields can be required or optional and can be editable or read-only. The fields will appear on all quotes, purchase requests and purchase orders in the account setup portion of the document and/or against each shopping cart line item. The fields can be set to appear on the invoice and/or packing list and can also be configured to appear on the order information included in Order Status.Custom Defined fields will be visible and/or editable for each line item in the shopping cart if enabled for the organization. These fields may be visible at the header level of bundles and configurations along as well as against standalone products. They are not visible for logistical services.In EMEA all custom defined fields will appear on all 3 output types – invoice, packing list, and in Order Status.


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When creating a new PO, just as with a quote or a PR, estimated tax is not visible to agents until they click the TAX button at the bottom of the screen.

When this information is shared with customers, it is important that they are aware that estimated tax is intended to be as close to the final tax amount as possible but is not guaranteed as such, and that the actual tax will appear on the final invoice. These important points are featured in the disclaimer that appears at the bottom of the PO screen:

Also keep in mind that if an organization has been set up as non-taxable, it will NOT be charged tax on its invoices.For US Fusion customers, estimated tax on purchase orders, quotes and purchase requests is calculated with the help of a special Tax Calculation web service. This system makes calculations based on the selected products and the ship-to and bill-to addresses (city, state and zip code) on the order, for increased accuracy. If a response is not received from the web service within a specified time, a warning message will display to that effect on the PO screen. In such cases, the purchasing process is not stopped and the user will be prompted to continue to the next step.For non-US and non-Fusion accounts, estimated tax is not determined by the Tax Calculation web service. Instead, it is calculated based on a general sales tax rate for the customer’s country, set and maintained by Org Admins in ePrime.As shown above, when the estimated tax option is turned on for an account and the agent clicks the TAX button at the bottom of the screen, an “Estimated tax” line appears beneath the “SubTotal” line, showing the total estimated sales tax amount for the entire order.For US Fusion accounts, customers may also view estimated tax for each individual stand-alone product, configured product or eComCat bundle, in addition to the usual summary of all tax on the order.

If the line item estimated tax option is enabled and estimated shipping applies to the account, estimated tax will also appear beneath each shipping and handling charge on the order, whether shipping and handling appears as a single consolidated total at the bottom of the document or as a list of individual charges for each item on the order.When you add together all the itemized estimated tax on the PO, it should add up to the same amount as the estimated tax total line at the bottom of the document.Like the estimated tax option, the line item estimated tax option must be activated by an Org Admin to appear for an account.

17. Estimated Shipping (US Only)Estimated shipping will display on Quotes. These estimates are based on common carriers and service levels. Estimated freight is calculated based on the

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weight of the items being shipped, transit times and carrier, and the destination. In the case of a configurable product, the weight of the base model (prior to any changes) will be used in the calculation. Changes to the carrier/transit time selection on draft documents automatically triggers a re-calculation of the estimated freight. Actual shipping charges will be displayed on the customer invoice and may vary from the estimated amount.

18. SB20 Fees (US - California Only)In accordance with current legislation, SB20 (recycling) fees must be charged on products having been identified as having SB20 fees associated with them, when they are being shipped to customers in California. These products will be identified with the superscript of “2” on all product-related screens. In addition, SB20 fees will display on quotes, PRs, and POs, and all associated emails.

19. Select Logistical Services (Optional – US and EMEA only)Logistical Services provides certain customers in the US and EMEA with the ability to select from available enhanced shipping service options.With the Logistical Services options enabled, agents may be able to select the carrier and shipping services prior to submitting the purchase order. These selections display based on the product(s) placed in the shopping cart, the organization settings, and the ship-to address. Then, Logistical services costs are applied towards the user’s spend limit, and display at the bottom of the review order screen in the Logistical Profile area.


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NoteFor orders containing IPG supplies, this screen may vary. For more

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information on IPG supplies, please refer to the IPG Supplies section of this guide.



Note – IPG supplies (EMEA only)If the no-touch-order functionality has been enabled for the account and IPG supplies are in the cart, only logistical services for IPG supplies will be made available. The custom logistical services profile will be the only selectable profile, regardless of whether the

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administrator has enabled or disabled the custom choice setting. The default and optional profiles will not display. All services normally available in the custom profile when hardware products are in the cart also will not display.

20. Select Payment Method – Credit Card (US Only) Three methods of payment may be available for selection on the Purchase Order: purchase order, lease order or credit card order. If credit card is selected, the agent must fill in all required fields. The mailing address selected in the Payer Address section must match the customer’s billing address. A credit authorization, which is a validation of the credit card information, is performed when the agent attempts to submit the order. Additionally, a simple credit check and fraud check is performed. The simple credit check validates whether or not a customer is on credit hold and a fraudulent history list, referred to as the Negative List, will be maintained and used during the fraud check process.

Various error messages may display for the agent depending on the situation: credit card validation service being unavailable, soft decline (information error), or hard decline (card is refused due to a failed credit authorization, failed credit check, or failed fraud check). If the order is refused due to a failed credit authorization, the agent may be prompted to try and correct the information on the order, try a different credit card, save the document as a draft, or select a different payment method. If the card is rejected due to a failed credit check or failed fraud check, the agent is directed to contact the fraud department for

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resolution and cancel the order. The agent can retrieve any cancelled documents by selecting Cancelled Documents from the Impersonate User / Search Form screen.If credit card order is selected as the Payment Method and the Purchase Order document is the first document created using the credit card information (no Purchase Request) then the credit card information must be entered and validated at this point.Credit card validations are good for 30 days for most credit cards. Visa card validations are good for only 7 days. In the event that the Purchase Order is being submitted after 30 days (or 7 for a Visa card) the credit card information must be re-entered and the validation process repeated.In addition, if the amount of the order is INCREASED after validation, for any reason, the credit card information must be re-entered and validated.If the amount of the purchase order is equal to or exceeds $100,000, a message is encountered notifying the agent the shopping cart total is equal to or greater than $100,000 and the credit card payment option is no longer available. In the Payment Method section, credit card order is no longer listed and the purchase order payment method is selected by default.

21. Select Alternate Shipping Address: The Shipping Information section displays the default shipping address if a default has been chosen.

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Note – IPG supplies (EMEA only)If the no-touch-order functionality has been enabled for the account and IPG supplies are in the cart, agents will see the following disclaimer message below the shipping instructions if they have been enabled for the account.

To select an address other than the one displayed, click the Select Alternate Shipping Address button in the top right corner of this section.This brings up the Address List screen. From this screen, the agent will be able to: Select an existing shipping address Set an existing shipping address as the default for the organization Identify new temporary shipping informationClick the Select radio button associated with the desired existing address. Also click the My Default radio button next to the associated address for the address to be auto-populated in the Purchase Order screen for future purchase orders. Click the Accept button at the bottom right of the screen to return to the Purchase Order screen with the chosen shipping information listed.

22. Creating a one-time Shipping Address: If the necessary shipping address is not listed, click the Select radio button

associated with the New Temporary Shipping Information line item. Then click the Accept button at the bottom right of the screen to return to the Purchase Order screen where all Shipping Information fields will be editable for this purchase order.

To return to the Purchase Order screen without changing any shipping address settings, click the Cancel button on the bottom left corner of the screen.

Fill in all known shipping address information, noting that all fields with an asterisk (*) next to the field names are mandatory.


account and IPG supplies are in the cart, the creation of new ship-to addresses will be blocked and agents will not see the “new temporary shipping information” section. However,

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EMEA accounts and select US accounts will still be able to edit the attention-to, phone, fax, and email fields in the Shipping information section, even if no-touch-order is enabled.

If the agent had previously created a new temporary shipping address and then added an IPG supplies product in the cart with no-touch-order enabled, the new temporary shipping address will be deleted and the agent will see the following error message.

23. Select Billing Address:

! ImportantFor select US accounts, if credit card is selected as the payment method, the Billing Information section (bill-to address) will not display.

The Billing Information section displays the default billing address if a default has been chosen.

Note – IPG supplies (EMEA only)If the no-touch-order functionality has been enabled for the account and IPG supplies are in the cart, agents will see the following disclaimer message below the invoice/special instructions if it has been enabled for the account.

To select an address other than the one displayed, click the Select Alternate Billing Address button in the top right corner of this section.This brings up the Address List screen. From this screen, the agent will be able to: Select an existing billing address Set an existing billing address as the default for the organizationClick the Select radio button associated with the desired existing address. Also click the My Default radio button next to the associated address for the address to be auto-populated in the Purchase Order screen for future purchase orders.

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Click the Accept button at the bottom right of the screen to return to the Purchase Order screen with the chosen billing information listed.

To return to the Purchase Order screen without changing any billing address settings, click the Cancel button on the bottom left corner of the screen.

! ImportantIf the agent had entered a new ship-to address when creating the purchase request, bill-to filtering may occur, depending on the account settings. If bill-to filtering is disabled, then when a new ship-to address is created, all available bill-to addresses for the organization will display. If bill-to filtering is enabled, then when a new ship-to address is entered, the system will first search for all ship-to addresses with the country of the catalog. It will then display all bill-to addresses for which those ship-to addresses have been assigned. If no bill-to address can be found by this process, no bill-to address will be displayed. Only the EMEA region will have bill-to filtering feature defaulted to “enabled.” All other regions will be defaulted to “disabled.”

* As of today there are several customers that do have the situation that they are billing within one country with two different currencies. If one catalog is used while shopping, only bill to addresses with currencies that match the catalog price descriptor will appear.

24. Select Sold To Address: The Sold To Address section displays the default sold to address if a default

has been chosen. To select an address, click the Select Alternate Sold To Address button on the right side of this section.

This brings up the Address List screen. From this screen, the agent will be able to: Select an existing sold to address Set an existing sold to address as the default for the organization

Click the Select radio button associated with the desired existing address. Also click the My Default radio button next to the associated address for the address to be auto-populated in the Purchase Order screen for future purchase orders. Click the Accept button at the bottom right of the screen to return to the Purchase Order screen with the chosen sold to information listed.

To return to the Purchase Order screen without changing any sold to address settings, click the Cancel button on the bottom left corner of the screen.

25. Select Payer Address: The Payer Address section displays the default sold to address if a default has

been chosen. To select an address, click the Select Alternate Payer Address button on the right side of this section.

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This brings up the Address List screen. From this screen, the agent will be able to: Select an existing payer address Set an existing payer address as the default for the organization

Click the Select radio button associated with the desired existing address. Also click the My Default radio button next to the associated address for the address to be auto-populated in the Purchase Order screen for future purchase orders. Click the Accept button at the bottom right of the screen to return to the Purchase Order screen with the chosen payer information listed.

To return to the Purchase Order screen without changing any payer address settings, click the Cancel button on the bottom left corner of the screen.

26. Complete purchase order:Once the contents of the Shopping basket are satisfactory, a purchase order can be created, depending on the user’s role in the site. Complete the purchase order by filling in the necessary information in the available fields. Mandatory fields are marked with an asterisk *.

Screen shot showing Update button and examples of mandatory field asterisks.

In EMEA, the agent can click on the Update button shown above to update the planned delivery date which is calculated from the date the order is received.

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Order Completion Comments (EMEA) may also be added on the Purchase Order screen, prior to completing the purchase order. These comments are passed in the order message. FFE (Fusion Front End) feeds these comments into a comments field, which is also mapped to the FFE Order Coordinator Log so that an Order Management agent may review them.

27. HP Care Pack HandlingHP Care Packs (service and support packages) are available for stand alone products, CTOs BTOs, eCC bundles, and third-party products. Products identified

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as Care Packs will display directly below their associated hardware item in the shopping basket. Care Packs can also be searched on as stand-alone items. In this instance, the Care Pack will display as an individual line item within the shopping basket. As a general rule, the most expensive Care Packs will be prioritized for display. This applies to both single and multiple hardware items in the cart.


In the US, if HP Care Packs have been added to the Shopping Basket, CCA agents may have the option to automatically register an HP Care Pack on behalf of a client, depending on the account setting. When the agent saves or submits the document, a registration form pops up and the following information will be auto-populated. Customer name Customer address

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City, State, Zip/Postal Code Country/RegionThe agent should verify the information and then click on the continue button.

HP Care Pack Registration screen (US only)

NoteHP Care Packs may also be ordered as stand alone items. In these cases, the registration form will not auto-populate and the agent must provide correct product information such as model number, serial number, etc.

NoteAs a default, the “Auto register HP Care Pack Services” flag is set to “Yes” for organizations at the account level. It is important to note

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that setting this flag to “No” will not prevent the web registration page from displaying. If the “auto register HP Care Pack Services” flag is set to “no”, the following message will be displayed:

IMPORTANT: Thank you for purchasing an HP Care Pack. This step is electronic registration of your Care Pack to provide an easy and quick way of activating the extended warranty and product support. Electronic registration is enabled by setting the Auto register field, below, to “Yes” and then completing the rest of the form. If the Auto register field setting is “No”, manual registration instructions will be emailed to you at a later date.

The Org Admin setting simply dictates whether “Auto-registration” is set to yes. Customers can override this setting on the web registration form.

28. E-mail Notifications:When the Send E-mail box is checked, an e-mail notification will go out to the address(es) listed in the E-mail Address field below it. To insert more than one e-mail recipient, use a semi-colon to separate the addresses.

29. Document Attachment (Optional)The attachment upload function allows the agent to link files to the Purchase Request (or Purchase Order) at the request of the client. For example, an attached document might include a project plan illustrating the deployment of equipment being ordered, etc. Uploaded files are attached to the PR or PO however, the attached files are not viewable from the PR or PO document. The attached files are included in email notifications sent to individuals identified on the PR or PO document and are accessible and viewable from the e-mail.

30. Select Payment Method – Credit Card (US Only)Three methods of payment may be available for selection on the Purchase Request: purchase request, lease request or credit card request. Options available depend on payment methods enabled for the account.If credit card is selected, the agent must fill in all required fields. The mailing address on the credit card information section must match the customer’s billing address. A credit authorization, which is a validation of the credit card information, as well as a simple credit and fraud check, is performed when the agent attempts to submit the PO.Various error messages may display for the agent depending on the situation: credit card validation service being unavailable, soft decline (information error), or hard decline (card is refused due to a failed authorization or suspicion of fraud). If the order is refused due to a failed authorization, the agent may be prompted to try and correct the information on the PR, to try a different credit card, to save the document as a draft, or to select a different payment method. If the card is rejected due to suspicion of fraud, the document is cancelled and the agent is directed to contact the fraud department for resolution. The agent can retrieve any cancelled documents by selecting Cancelled Documents from the Impersonate User / Search Form screen.

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Credit card validations are good for 30 days for most credit cards. Visa card validations are good for only 7 days. In the event that the Purchase Request is being submitted after 30 days (or 7 for a Visa card), the credit card information must be re-entered and the validation process must be run again. In addition, if the starting point is a saved PR and the amount of the order on has been INCREASED from when the original document was created, the credit card information must be re-entered and validated.

If the amount of the purchase request is equal to or exceeds $100,000, the credit card payment option is not available and the purchase request payment method is selected by default.

31. Save Purchase Order

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To save the purchase order, click the Save button near the bottom of the screen. The Impersonate User / Search Form screen will appear. If the purchase order is not to be saved, click Cancel.

A saved purchase order can be: Viewed and Edited by using the Search Form screen Copied; click Copy to New PR. If users wish to make changes to the copy of

the purchase order, they may change the quantity of items, delete items, or add more products to the shopping cart. Click Save. A new purchase order number is then generated automatically. The Impersonate User / Search Form screen will appear with the new purchase order listed first.

Sent in an email to the user and/or other recipients; to send a copy of the purchase order via e-mail to recipients other than the user, add the additional addresses separated by a semicolon in the e-mail address field on the purchase order screen and click Save. When the purchase order is finally saved, the purchase order is automatically emailed to these individuals.

32. Submit Purchase order:

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To submit the purchase order, verify all mandatory fields are populated correctly and click submit order button near the bottom of the screen. A saved purchase order can be located with the Search Form on the Impersonate User / Search Form screen. Click the Purchase Order name hyperlink to access the saved purchase order. On the Purchase Order screen, click the submit order button.

The Impersonate User / Search Form screen will appear and the following pop up window appears stating that the purchase order was successfully submitted. Select purchase orders from the search in pull-down list. Since the default sort on the Search Form section is sorted by date saved, the purchase order that was created should be listed first.

33. BDE: Order Reporting for orders from the contact center interface ONLY:Business Document Exchange (BDE) is a web-based e-commerce productivity tool that enables sales and operations teams to manage and monitor account activity. The ePrime Telesales Performance Report provides a measure of quote and order activities by telesales and contact center agents. This report enables the tracking and reporting of quotes, purchase requests and purchase orders for customers. For those roles that utilize this functionality, the following link will bring up the production environment for BDE:http://hpbdepro01.cce.hp.com/bdesecure/MyHome.aspx

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http://hpbdepro01.cce.hp.com/bdesecure/MyHome.aspx


Search, edit, and submit existing documentsSection 10

OverviewQuotes, purchase requests, draft purchase orders, and submitted purchase orders can be queried using the Search Form on the Impersonate User / Search Form screen. All documents except submitted purchase orders may be edited and submitted. When an agent attempts to query and edit a submitted purchase order, the following message is displayed at the top of the Purchase order screen.

Searching documents


To search for a quote, purchase request, draft purchase order, or submitted purchase order:

1. Find the Search Form on the Impersonate User / Search Form screen.

2. Select the desired type of document to search for from the search in pull-down list. Specify the name or document number (not required) and click the search button.

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3. Locate the desired document and click on the hyperlink for the document name. The document appears and allows fields to be edited and saved/submitted.

Editing documentsLocate the field values that need to be edited and input the correct information. Submitted purchase orders will display in “read only” mode.

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US View

Editing documents when the bill-to address on a purchase request is enabled/disabled

The bill-to address may be enabled to appear on purchase requests for an account. (Currently, only EMEA accounts have this feature enabled.) If enabled, agents would be required to enter or select a bill-to address when creating a purchase request. Managers in the storefront would also be able to edit the bill-to address when approving the purchase request. The bill-to address would then appear in the storefront on the review request page and the summary page, the email notification, and the print page.There may be instances where documents are created with the bill-to address for purchase requests enabled, and while the documents are still in the workflow, the bill-to address for purchase requests is disabled, or vice versa.For documents created with bill-to address on purchase requests enabled but later disabled, for the remainder of the document’s life cycle, the bill-to address on purchase requests will be enabled. When reviewing the purchase request, the requester, manager, and purchaser will see the bill-to address. When approving the purchase request, the manager and purchaser will see the bill-to address.

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However, if the purchase request is copied, the copied purchase request will not contain a bill-to address.For documents created with bill-to address on purchase requests disabled but later enabled, for the remainder of the document’s life cycle, the bill-to address on purchase requests will be disabled. When reviewing the purchase request, the requester, manager, and purchaser will not see the bill-to address. When approving the purchase request, the manager will not see the bill-to address and the purchaser will see his own default bill-to address. However, if the purchase request is copied, the copied purchase request will contain a bill-to address.

Editing documents when the no-touch-order feature is enabled/disabled

Documents may experience some changes if the no-touch-order feature is enabled or disabled while the documents are still in the workflow. If a document is created with the “no-touch-order” feature turned off and then later the featured is turned on while the document is still in the workflow, no check will occur to see if a new ship-to address had been created. If a user had created a new address, the order may fail in downstream systems.Disclaimers will be updated according to the regional setting for all documents still in the workflow. For example, if an agent creates a purchase request with “no-touch-order” OFF, then the agent will NOT see the disclaimer. If “no-touch-order” is then turned ON, when the agent re-opens the purchase request, he will see the disclaimer. Disclaimers are NOT updated according to regional settings for rejected Purchase Requests and submitted Purchase Orders because these documents are no longer in the workflow and the settings of their last access are frozen.

Saving documentsTo save the edited document, click the Save button near the bottom of the screen. The Impersonate User / Search Form screen will appear. If the document is not to be saved, click Cancel.

Submitting documentsTo submit an edited draft purchase order, verify all mandatory fields are populated correctly and click Submit order button near the bottom of the screen.

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US View

The Impersonate User/Search Form screen will appear and the following pop up window appears stating that the purchase order was successfully submitted. Select purchase orders from the search in pull-down list. Since the default sort on the Search Form section is sorted by date saved, the purchase order that was just created should be listed first.

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Copying documentsSection 11

OverviewWithin the Contact Center site, agents have the ability to search for and copy existing documents. This is useful when the agent is aware of an existing document that already contains certain data elements and/or products that are needed for a new quote or purchase document for the same organization.


Searching for a document to copyQuotes, Purchase Requests, Draft Purchase Orders and Submitted Purchase Orders can be queried using the Search Form on the Impersonate User / Search Form screen. Select the desired type of document to search for from the search in pull-down list. Specify the name or number (not required) and click the search button.

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Locate the desired document and click on the hyperlink for the document name. The document appears and allows the agent to copy it to a new quote, new purchase request or a new purchase order, depending on the user’s role or the role being impersonated.

US View

Copying a documentOnce in a document, a quote, purchase request, draft purchase order, or submitted purchase order can be copied to a new document. To access this functionality, click on one of the three buttons near the bottom of the screen. If a quote is copied to a new quote by clicking the copy to new quote button all fields and products are copied over except for the quote name.

Copying documents when bill-to address on purchase requests is enabled/disabled

The bill-to address may be enabled to appear on purchase requests for an account. (Currently, only EMEA accounts have this feature enabled.) If enabled, agents would be required to enter or select a bill-to address when creating a purchase request. Managers in the storefront would also be able to edit the bill-to address when approving the purchase request. The bill-to address would then

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appear in the storefront on the review request page and the summary page, the email notification, and the print page.There may be instances where purchase requests are created with the bill-to address for purchase requests enabled, and while the purchase requests are still in the workflow, the bill-to address for purchase requests is disabled, or vice versa.For documents created with bill-to address on purchase requests enabled but later disabled, if the purchase request is copied, the copied purchase request will not contain a bill-to address.For documents created with bill-to address on purchase requests disabled but later enabled, if the purchase request is copied, the copied purchase request will contain a bill-to address.

Saving an edited documentTo save the edited document, identify a new quote name and click the Save button near the bottom of the screen. The Impersonate User / Search Form screen will appear and the document will have been saved. If the document is not to be saved, click Cancel.

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Configure to order (optional)Section 12

OverviewCustomers in all regions may have access to configurable products, and the CCA agent may be required to configure products for their customer. There are two ways of accessing configurable products in HP.com Business to Business Purchasing: When the agent is in a quote, purchase request or purchase order, click

Search Products button. Select configurations in the Search for field and click Search to display a list of all configurations and their details; those with a Configure Button represent configurable products.

When the agent is in a quote, purchase request or purchase order, click Search Products button. From the catalog list in the middle of the screen, select All Configurations to display the subcategories. Then select the appropriate subcategory to display a list of all configurations and their details; those with a Configure Button represent configurable products.

The list of configurable products will contain PSG and ESG products. Those for which banding options were specified will contain the Configure button. The PSG and ESG configurations without banding options (no Configure button) can be added to the shopping cart without further configuration. Examples of ‘banding’ options would mean a choice between several sizes of hard drive, or different CPU’s for a given model of desktop, etc.The product description, product number and unit price of a configuration are displayed in the list. It is possible to view the product in more detail by clicking on the product description. This display should help you to decide whether to accept the defaults and add the product directly to your shopping cart or to choose the configure option.To configure a product, click the Configure button to launch the eConfigure interface.

! ImportantSome screen variations may appear depending on the region, but the basic functionality is the same.

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Configure button launches eConfigure interface

Accessing the Configurator interfaceAfter clicking the Configure button, the Loading Configurator pop-up window displays.The Configurator tool loads in the main frame of the CCA, where you will customize your configuration.

Loading Configurator pop-up

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Screen shot of the eConfigure interface – US view showing Product Availability/Lead Time columns

Screen shot of the eConfigure interface – US view showing Product Availability/Lead Time disclaimer at bottom of page

Configuring and validationThe Configurator displays a description of the configuration and a set of default components as the starting point. Use the product configuration screen to

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customize the configuration by replacing the default components with alternative components available in the drop-down menus, as shown below:

In order to facilitate the configuration of the complex ESG products, the full list of product components is split in sections. Some of these sections start with configuration guidelines to improve the customer experience. Some characteristics are auto-refreshed in order to ensure a compatible and valid configuration. Those characteristics are indicated with an asterisk, e.g. “Drive Name Quantity*”. For other characteristics with fewer dependencies, no automatic refresh and validation is performed. The agent can always manually validate the compatibility of product characteristics for their configuration by: Clicking the Validate button either during or at the end of the configuration Clicking the Add To Cart button at the end of the configuration

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Validate and Add To Cart buttons

Please note, that in all circumstances, the configuration will be validated before being added to the Shopping Cart. In case of invalid choices, an error message displays inviting you to make another selection.

Reset button The Reset button can be used to return a configuration to a previous state. If the configuration has never been saved to the storefront cart, resetting the

configuration will always return to the default configuration settings If the configuration has been saved to the cart, resetting the configuration will

always return to the previous state of the configuration

Reset button

Flexible pricing displayThe price of each alternative product component appears beside the description. However, the interfaces will now support three different pricing modes driven by user access profile in HP.com Business to Business Purchasing.Comparative – Pricing mode: the price total box shows both the “base net price” and the “configured net price”. Delta pricing is displayed for selections (where

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possible). The base net price is the standard price of the configurable product before alternative components options are selected, while the configured net price is the price of the configurable product with the alternative components.As-configured Only mode: in this mode, the price total box shows only the “configure net price”. This will be labeled simply as “Total Price”. Delta pricing is displayed for selections (where possible). This is the default mode for the pricing display.No pricing mode: in this mode, no pricing information is displayed in the Configurator. The price total box is not displayed. No total price or “configured net price” is displayed. No delta pricing is shown for selections.

Export toolsWhen completed, the configuration data including all product characteristics can be exported by clicking the Export Tools button.Export the configuration options: Export to Word Generates a word file that can be saved to your computer Export to Excel Generate an excel file that can be saved to your computer Export to Email Enter your email address to generate an email where the

configuration details will be displayed in the body text.

Export tools link

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Export and Email options

Print summaryTo print a summary of your configuration, click the Print Summary button.The print friendly Configuration Summary Screen version is displayed. Click the Back button to return to the configuration screen.

Add to shopping cartOnce the configuration is complete, the product can be added to the shopping cart by clicking the Add to Cart button from either the configuration summary or product configurator screen. Please note, that in all circumstances, the configuration will be validated before being added to the Shopping Cart.

Shopping cartAfter a configuration has been added to the cart, the default view shows all product characteristics of the configuration. Agents may adjust the number of configured products in the shopping cart by changing the quantity on the top left of each product sub-screen, then clicking the Update Prices button.

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ReconfigureConfigurations can still be modified, even if they have been added to the shopping cart, by clicking the Edit configuration button (provided the quote has not yet been created). Clicking Edit configuration returns you to the product configurator screen. The corporate customer can continue shopping by clicking continue shopping or, if shopping is completed, they have the choice between creating a purchase order and creating a quote by clicking these buttons. (Please refer to sections entitled Create Purchase Order and Create Quote.) In addition, a customer can choose to create a company standard by clicking on Create Standard. (Please refer to sections entitled Create Standard.)

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Price over writes (optional – US Fusion only)Section 13

OverviewCSRs with the over write price option enabled may over write a price - either in CCA or in Fusion - for exception instances in order to align the price on a quote or sales order to the price originally quoted to a customer. If the PO does not match the price on the quote, a price can be overwritten in the CCA interface. If the order has already been submitted, the price must be adjusted directly within Fusion.Agents with the capability to over write prices can do so for: A single standalone product Components of a bundle Components of a CTO Logistical services

NoteFor CTOs and bundles the over write option is not available against the bundle header, the bundle option pack header, or the CTO header line. Also, in the CCA cart view, agents will always see all config component prices. However, upon returning from the configurator, ePrime will calculate the new rolled-up price of a bundle and of an option group or pack.

Overriding a product price For agents with the over write price feature enabled, two associated buttons display on the PO screen: “overwrite” and “reset price”, as shown below. Clicking on the “overwrite” button opens a customer price pop-up window, allowing the agent to enter an absolute discount, a percentage discount, or an absolute new price.

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In addition, the agent will select a reason code for the change. These codes – sometimes referred to as MCC codes –identify the root cause of the price discrepancy and support audit requirements. The reasons and reason codes will be edited and maintained in the config manager in ePrime, allowing the support teams to easily maintain them.

! ImportantDiscounts greater than 10% will cause order fall-out, and in the event of a zero dollar order, the only payment method available will be PO. All other payment method types will be grayed out.

In the case that the logistical services system may be down, the CSR must inform the customer not to access the draft PO. Doing so will trigger a price update with eCC. Instead, the CSR should retrieve the draft PO at a later time.

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Overriding logistical services pricesTo override logistical services prices, the agent must click the Logistical services button near the bottom of the PO screen. This launches the logistical services selection screen, allowing the agent to over write pricing on logistics for an order.

Resetting a priceOnce a price has been overwritten, the changes can be discarded, if desired, by clicking the “reset price” button which returns the prices back to the original catalog prices.

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© Hewlett-Packard Company, 2006. All rights reserved.Hewlett-Packard Company makes no warranty of any kind with regard to this material, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. Hewlett-Packard shall not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing, performance, or use of this material. This document contains proprietary information, which is protected by copyright. No part of this document may be photocopied, reproduced, or translated into another language without the prior written consent of Hewlett-Packard. The information contained in this document is subject to change without notice.Microsoft, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation in the U.S. and/or other countries.All other product names mentioned herein may be trademarks of their respective companies.

Hewlett-Packard Company shall not be liable for technical or editorial errors or omissions contained herein. The information is provided “as is” without warranty of any kind and is subject to change without notice. The warranties for Hewlett-Packard Company products are set forth in the express limited warranty statements accompanying such products. Nothing herein should be construed as constituting an additional warranty.

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