MBS ENHANCEMENTS:DEEPER DIVE (PART 1)Melissa Morgan

Provision and Restoration Priority for Critical Services

Government-Issued Certifications

Specific to Service(s)

Authorizations Expire after 3 Years

Details Entered in Customer Care

Visibility Throughout MBS

TELECOM SERVICE PRIORITY (TSP)

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With the service selected in the tree view, click the new TSP button in the service toolbar, then click New and enter the credentials.

ENTERING TSP INFORMATION

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TSP VISIBILITY—SUBSCRIBER SEARCH

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TSP Icons Display with Red “Halo” When Details Present

Command Toolbar (See All TSP Service Info for Subscriber)

Service Toolbar (See TSP Info for Specified Service)

TSP VISIBILITY—SUBSCRIBER MAIN VIEW

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TSP VISIBILITY—TASK MANAGEMENT

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TSP VISIBILITY—TROUBLE

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TSP NOTATION ON TICKET PDF

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We now expose the recurring charge totals for a service on the Trouble Search (Primary tab only).

This is also available in Task Management.

Note: If the ticket or task are not associated with a specific service, this column will be blank.

RECURRING CHARGE TOTALS

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Allows you to define contacts per service.Very helpful for MDUs or multiple business locations.Maintain wherever contacts are available in MBS.

SERVICE-LEVEL CONTACT INFO

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ADD PERSON AND ASSOCIATE

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If a service-level contact exists when you create a trouble ticket for the service, this contact will be listed first. This applies to the Mobile interface, as well.

SERVICE CONTACT FIRST IN TROUBLE

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Notice that the Contact Info field is now a combo box, which supports free-form entry (stored only with the ticket).

Or you can access and maintain subscriber contacts here:

TROUBLE VS SUBSCRIBER CONTACTS

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ATTACHMENTS AND NOTESWe have standardized the screens for notes and attachments, giving them a common area in order to foster greater visibility and maintenance across modules.

Anywhere you see the paperclip button, you can view or create attachments.

Attachments and notes can also be viewed and maintained from the Mobile solution.

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When viewing/adding an attachment from Plant, Task Management, or Trouble, the screen will contain the Attachment Type filter/field.

Attachment types can be created on the Company Attachment Types screen in the Configuration module.

PLANT, TASK, & TROUBLE ATTACHMENTS

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When accessing attachments from Customer Care, you will see optional filters/fields for Session, Account, and Service.

CUSTOMER CARE ATTACHMENTS

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Configuration option #358--Default Session Notes & Attachments to All Session defines the default settings when viewing or adding notes and attachments from Customer Care.

VIEW DEFAULTS (ATTACHMENTS & NOTES)

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Set to Yes, defaults to all sessions upon entry.

Set to No, defaults to Current Session upon entry.

NOTES ENHANCEMENTSIncreased visibility and maintenance.Cannot delete or update unless you are the creator or you have Admin privileges (applies to attachments, as well). Delete is only “soft delete”, all still exist in history.Increased character count to 24,000.

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You can also filter notes in Task Management by Task Comments or Session Comments. SAM task comments are included in the Task Comments view.

Word of caution!Attaching a comment to an individual task may make it difficult to locate, as it is not attached to the task group nor the session, but to that individual task. Best practice is to add information as a session comment.

NOTES LIST FILTERING IN TASK MGMT.

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This comment only displays on the Subscriber Session Selection screen, but it can aid in selecting the correct session by providing a brief synopsis of the session/order.

SESSION SUMMARY COMMENT

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ATTACHMENTS & NOTES IN MOBILE MBS

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MOBILE TASK/TROUBLE FROM E-MAIL LINKWe have added a link to the mobile version of tickets and tasks to the assignment E-mail.

This is helpful for your field techs, as it will take them directly into the ticket or task to which they’ve been assigned.

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We now allow users to view and manage customer-premise equipment from Task Management and Trouble.

CUSTOMER-PREMISE EQUIPMENT (CPE)

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When you click the button on the gadget, the Equipment screen opens. From here you can perform nearly all the same functions as you can from Customer Care.

CPE (CONT’D)

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Remember, customer-premise equipment updates are a session-based activity.

In Trouble, any changes to customer premise equipment will create a new session and the session will be completed by the system automatically (unless SAM is used to process the service type, in which case the incomplete session is sent to SAM and SAM will complete the session). In Task Management, the session for the task is used to process equipment changes. If that task session has already been completed, then a new session will be automatically created by the API for the equipment (just as the session is automatically created in the Trouble Application). The difference between the two being that the auto-generated session for the task will remain in Incomplete status until it is manually completed by the user (as there is no auto-complete trigger for non-SAM provisioned equipment from Task Management). The User ID on the session reflects the name of the person who made the change to the equipment. The application uses API calls to perform the updates, so the work is done real-time.

SESSION COMPLETION LOGIC FOR CPE

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As Mark Lozner showed us earlier today, you can review the credit risks for customers using the integrated OUE interface. From a New Customer Install, you will click the button within the wizard, which displays directly below the navigation pane.

TIP: When performing a credit evaluation from the install, it is best to enter as much information as possible in the wizard before clicking this button, as it will save you the additional steps of manually entering it on the next screen.

ONLINE UTILITY EXCHANGE (OUE)

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When you click the button (or access from the Subscriber Details screen), the Online Utility Exchange Request screen opens, and you can enter co-applicant information.

OUE REPORTING INTERFACE

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In order to maintain a secure two-way API, you must update your password for the ONLINE Utility Exchange. We have added this to the “Blue Guy” screen. The password expires every 60 days.

OUE PASSWORD MAINTENANCE

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For companies that participate in the Online Utility Exchange, we can also produce Payment History reports daily for any and all customers via QRT, as well as Collection reports for those customers who have gone to collections.We can also produce a report for Payments from Collections to update balances for customers in Collections with payments taken by the Collections Agency.Visit the website to learn more about the ONLINE Utility Exchange offering: http://www.onlineutilityexchange.com/

REPORTING TO ONLINE UTILITY EXCHANGE

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We have added the name of the collection agency to the Balances gadget for written-off guarantors. If there is more than one written-off guarantor for the subscriber, the number of guarantors will display after the name of the agency.

COLLECTION AGENCY INFORMATION

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You can now grant limited access to certain screens within a module by setting all screens within a module to No Access, and then adding back in the screens to which you want to grant access. This is set up on the Privileges tab in Security.

ENHANCED PRIVILEGE CODES

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When users click the link in the registration E-mail, they will now be taken immediately to the Profile tab in E-Care. They will see a message alerting them to enter a secret question and answer. From here the user must click the “View/edit security information” link.

Until the user has completed this step, access to E-Care will be extremely limited.

E-CARE SECURITY ENHANCEMENT

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You can now optionally allow your E-Care customers to sign up for receiving their invoice as a PDF attachment to the Invoice is Ready E-mail. This is available only to E-Care users.Configuration option #433 controls the display of the check box in E-Care. Contact your PSR if you want to offer this service.

ATTACH INVOICE TO NOTIFICATION EMAIL

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QUESTIONS?