Overview - CORE

Contents

1. Account Summary screen
2. Account privacy
3. Address information
4. Working with orders
 

1. Account Summary screen

1.1. About the Account Summary screen
1.2. Alerts
1.3. Account details
1.4. Status bar
1.5. Billing snapshot
1.6. Notes
1.7. Task menu
1.8. Package and monthly cost
 

1.1 About the Account Summary screen
The Account Summary screen is basically the home screen in CORE and is the base from where you can start all transactions within CORE. If a customer has provided their details through the IVR, the Account Summary screen will automatically populate with the customer's information. If the customer has not provided this information, you will need to search for their account to bring up the information on the Account Summary screen. To search for an account in CORE, see Procedure - search for an account.

The Account Summary includes the following customer information: 

• alerts
• account details
• status bar
• billing snapshot
• notes
• task menu
• package and monthly cost. 

The Account Summary screen may differ depending on the customer's account type. For more information about account types and how they display in CORE, see Overview - Foxtel account types.

1.2 Alerts
The alerts section of CORE will inform agents of outstanding issues that they may need to discuss with the customer, such as outstanding equipment, outages in the area or case management information.


Case management
The message Open /Recently resolved case(s) identifies that the customer has recently had, or is in the middle of, case management of an issue. Click the link on the alert to find information on which team is handling the case and any recent status updates.

1.3 Account details

The account details provide the main customer account and contact information, including: 

• account name
• account number
• date of birth
• service address
• billing address
• phone number
• authorised user(s)
• security question. 

Change contact details alert
A pop-up alert will display in CORE when a customer's contact details require updating. If a customer's mobile phone number or email address is missing or invalid, CORE will display the message Check Contact Details on the home page and when raising an order.
 
CORE will alert you to check and confirm the customer's contact details to ensure we can successfully contact the customer if required in the future. See Procedure - update account contact details.


1.4 Status bar
The status bar provides at a glance information about the customer's account status. 

Icon	What does it mean?
	Account status: shows if the account is active or disconnected.
	Rate class: shows the customer's account type.
	My Account: shows if the customer is signed up for My Account or not.
	Netflix: shows if the customer has Netflix billed by Foxtel or not.
	Tenure: shows how long the customer has been with Foxtel.
	Foxtel First: shows if the customer is enrolled in Foxtel First or not and also shows the Foxtel First tier the customer is in (if they are enrolled).

1.5 Billing snapshot

The billing snapshot shows the following information: 

Bill date
The bill date is the customer's bill cycle date. This is the date when new month's charges are billed to the account and any downgraded packages would be removed. 

Payment method
This shows how the customer's account is paid, either by direct debit (Easy Pay) or the statement method. 

Due date
This shows the due date of the customer's account. 

Total
This shows the total amount owing. 
Note: This may be calculated over multiple bills. 

Overdue
This shows the overdue balance only; the full amount owing is displayed in the Total section. 

For more information about billing, see Overview - general billing.

1.6 Notes
The notes list the history of the account, including automatically generated notes (from orders being placed) or CI notes added by agents to explain the customer's enquiry. 

If you'd like to see the notes on the account, click View Notes. To add a note to a customer's account, click Add Note/Task. 

1.7 Task menu
The task menu is the main menu for placing any orders on the account. Each heading in the task menu is a button that can be clicked to start that process: 

Task	Functions
Change Options	change packages add/remove specialty channels add/upgrade Multirooms or Multiscreen add broadband and/or home phone add offers and contract.
Moving Home	move a customer's service to a new address.
Technical	troubleshoot equipment change a return path send hits to a customer's box(es).
Pay Per View	order movies and Main Events.
Change Account Holder	transfer ownership of the Foxtel account to another person.
Accessories	order remote controls, cables, letters and Foxtel magazine.
Suspend & Resume	suspend and resumed a customer's account for up to 12 months.
Disconnect, Reconnect, Reconnect/Disconnect	disconnect an active account reconnect a disconnected account reconnect a shell account (an active account with no services on it).
Orders	access orders to cancel or modify them see order history.
Offer History	see previous offers a customer has had.

1.8 Package and monthly cost
The package section lists all the customer's services on their account, including their package, boxes and any active offers. 


The monthly cost displays the package plus any additional extras (including bill fees, Multiroom charges or Foxtel magazine subscription). 
Note: One-off charges or pro-rata charges will not display in the monthly cost section. 


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2. Account privacy
When a customer calls Foxtel, the IVR will attempt to identify the customer. If the IVR is able to identify the customer then CORE will display the customer's account and their ID check result.
Important: If the IVR is unable to identify the customer, CORE will not display any account. Agents must search for the customer's account and ID the customer.

 

Before continuing the interaction, ensure that 4 points of ID verification is completed. See Overview - call best practice.
 
CORE verification statuses
You must always check the verification field in CORE, as further verification is often required even if CORE automatically displays the customer's account. You can also verify what points of ID are required from the customer by clicking the Info button on the Avaya softphone.
 

ID verification status	Definition
	If CORE displays Passed ID in the ID verification field the customer has passed the ID verification and no further ID checks are required. Confirm the customer's full name and full service address before continuing the call.
	If CORE displays If Required in the ID verification field, the customer has not passed the ID verification and further ID checks are required. You must confirm the customer's full name, full service address and any 2 of the following: billing address (must include the street number, street name and suburb, state and postcode) phone number(s) security question and password total due on most recent invoice  last payment made to Foxtel email address
	If CORE displays Failed in the ID verification field, the customer has not passed the ID verification and further ID checks are required. You must confirm the customer's full name, full service address and any 2 of the following: billing address (must include the street number, street name and suburb, state and postcode) phone number(s) security question and password total due on most recent invoice  last payment made to Foxtel email address

For more information, see Overview - call best practice.

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3. Address information
You can find the following information about the customer's service address by clicking Technical from the Account Summary screen and selecting the Address tab. 
 

Address information
Wired (has the address been cabled)	Yes/No.
Cable location (how the lead-in enters the home)	U = underground A = aerial lead-in.
Contractor	BSA.
Lines of business
Service type	Cable, satellite, MDU lite, MDU extra lite.
iQ compatibility	Whether recording boxes can be installed
Multiroom capability	At least 1 additional box can be connected.
Geo region	Defines the default contractor, e.g. BSA Central Coast.
Service association
Lists the services connected to the account	Displays what boxes are active on the customer's account.

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4. Working with orders

4.1 Order timing
4.2 Reading an order
4.3 Service order types
4.4 Service order status
4.5 CORE status of orders
 

4.1 Order timing
When placing an order in CORE, you have 2 options for the time that the order will complete: 

• Now
  • selecting Now on the Order Summary screen will process the order as soon as order has been completed
  • the actual change may take up to 5 minutes to reflect in CORE on the Account Summary screen. 
• Date
  • selecting a date on the Order Summary screen will process the order on midnight of the date selected
  • choosing today's date will have the same impact as selecting Now. 

Default date
By default, CORE will select an appropriate date based on the order created. 
 

If...	Then...
the order only contains downgrades	CORE will select the next bill cycle date.
the order contains any upgrades	CORE will select the same day.

4.2 Reading an order
Orders in CORE are made up of different parts:

• the wrapper: 
  • the outer shell that contains different service orders
  • tracks the status of the combined service orders
  • ensures service orders are processed in the correct sequence (e.g. during a service move the service disconnect order of the old address must be done first, while the service connect order of the new address can only be done after the disconnect order has finished).
• service orders
  • there are many different service order types that each have a specific function (e.g. connect, change package, etc.). 

​​​​​​4.3 Service order types
Frequently used orders

• account level
  • lists changes to contracts and discounts (including contact changes, package eligibilities and primary discounts)
  • these are found on most orders, not including Pay Per View orders or service calls).

Connect and disconnect orders

• Connect - connects and activates a service ​​​​​​​
• Account disconnect - closes the account
• Service disconnect - disconnects a specific service (e.g. a Set Top Box)
• Change - adds or removes items from the customer's package. 

Account status orders

• Suspend - turns of all signals and charges
• Resume - resumes and suspended signals and charges
• Transfer disconnect - change of account holder (turns off the old customer)
• Transfer connect - change of account holder (turns on the new customer). 

4.4 Service order status
A service order status shows where the order is on its way to completion and can be found on service orders and the order wrapper. 

Start and end statuses

Status	Description
Committed	the order is being processed and will complete as soon as possible unless it is waiting on manual action (including installation of the inventory).
Activated	the order completed what it was meant to do but it is waiting on an administrative function (e.g. orders with equipment returns will wait 42 days to complete).  Note: A service disconnect order on a Set Top Box with the service order status of activated can be reconnected.
Completed	the order has finished.

Time delayed statuses

Status	Description
Dependent	the order is waiting for another order to complete before it can process (e.g. an account disconnect order cannot completed until all service level disconnections have completed).
Future dated	the order has been committed and will complete on the date listed on the order.
Early expansion	this appears only on disconnect orders (disconnect, transfer connect, moving home) and works as a placeholder for the future dated order.

Modifying statuses

Status	Description
Suspended	the order is being modified and will need to be committed again.
In progress	the order is being modified by another user or the order has a deferred appointment that has not been assigned to a contractor.

4.5 CORE status of Orders
The following messages are displayed in CORE at different stages of the processing of a SIK order. 

​CORE status

CORE status	Description
Order Created	the SIK order has been created in CORE.
Order Sent to Warehouse	the SIK order details have been sent to the ACER warehouse and the order is being packaged.
Order Dispatched by Warehouse	the SIK order has been picked up from the ACER warehouse by the courier.
Order Delivered to Customer	the SIK order has been delivered to the customer.
Order Undelivered	the SIK order was unable to be delivered to the customer.
Return Booked	the customer has organised for the return of the SIK order
Order Returned to Sender	the SIK is being sent back to the ACER warehouse
Completed	the SIK order has been completed in CORE.
Cancelled	the SIK order has been cancelled in CORE.

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