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Procedure - processing Modify Order request eForms

Contents

  1. Description
  2. Tasks

1. Description
Follow this procedure upon receiving an eForm to modify an order. 

2. Tasks
1. Open eForm and account in CORE 

  1. Open and review the eForm request.
  2. If the eForm is to request: 
    • a change to TV service due to a pending order preventing a Front of House (FOH) agent from raising the request – Go to Step 2 
    • a Records Only on/off order for an active HP and/or BB service to fix a fault (request from BB Tech) – Go to Step 5 
  3. Any other reason – Go to Step 8

2. Verify details of request and open order 

  1. Copy the customer's account number from the eForm and paste it into CORE to open the account.
  2. Go to Orders in CORE and select all open orders.
  3. Check if pending order is a HP and/or BB order: ​​​​​
  • validate what change of service the agent who raised the eForm is requesting
  • validate if the FOH agent can raise the change of service in CORE without impacting the Broadband order 
  1. If there is no pending HP and/or BB order or the agent can raise the order themselves in CORE, then:
  • send an email via the Outlook to the internal Foxtel agent who raised the ticket in Zendesk, advising them to reattempt raising the order
  • if the error is still present, advise the agent to submit a new ticket that includes an attached screen shot of the error:
Hi (eForm agent), 

Please reattempt customer's requested order via change options in CORE. If you experience an error when raising the order, please raise a new BPS request and include a screen shot of the error.

Kind Regards
The Foxtel Team
 
5. If there is a pending HP and/or BB order preventing making the change in CORE, then Attempt to raise the order in VIVA – Go to Step 3.

3. Raising Orders in VIVA
    Please refer to Viva Process documents for process instructions. 
    Note: Any TV only requests are to be sent back and referred to VST. 

  1. Leave appropriate notes.
  2. Resolve the ticket in Zendesk.
  3. If unable to raise an order in VIVA without cancelling the pending order – Go to Step 4.

4. Cancel pending order, make change, and raise a Records only order 

  1. If unable to raise a VIVA order while a pending HP and/or BB Order exists, copy TRN into notes from extended data of the pending HP and/or BB order.
  2. Open the RCT Undo tool - http://flash/foxtools/RCT/Pages/RCTUndo.aspx.
  3. Copy the Service Order number of the HP component of the CORE order.
  4. Paste into the RCT undo tool.
  5. Click commit.
  6. Repeat Tasks 2-3, but copy the Service Order number of the BB component of the CORE order.
image.png
 
  1. Cancel pending order in VIVA (do not withdraw order from MESH).
image
  1. Raise the requested change of TV service order in CORE. 
  2. Raise a Records only duplicate of previously pending HP and/or BB Order utilising information from within CORE. 
image.pngimage.png
  1. Ensure to select ‘do not automate’ when raising the order in CORE.
image.png
  1. Update EDT (extended data tool) of the order using the details associated with the TRN copied into notes in task 1-2.
  2. Leave appropriate notes.
  3. Resolve the ticket in Zendesk.

5. BB Tech request for a Records Only on/off order 

  1. If BB Tech request for a Records Only on/off order to fix a fault, then raise a Records Only disconnect of HP and/or BB in VIVA.
    1. Use EDT (extended data tool) to poll order to completion.
    2. Raise a Records Only connect of HP and/or BB in VIVA.
    3. Use EDT (extended data tool) to update order with CSN, what else?
    4. Use EDT (extended data tool) to poll order to completion.
  2. Ensure the ticket in Zendesk is updated as required.
  3. Leave appropriate case notes and always push notes to Kenan.
  4. Resolve Case.
 

6. Any other reason

  1. Check notes in the eForm for more details on the request.
  2. If FOH can complete the desired action by themselves, then send an email via the Outlook to the internal Foxtel agent who raised the eForm, advising them to reattempt raising the order.
  3. If the error is still present, advise the agent to submit a new eForm that includes an attached, screen shot of the error
Hi (eForm agent)
 
Please reattempt customers' requested order via change options in CORE.
If you experience an error when raising the order, please raise a new BPS request and include a screen shot of the error.
 
Kind Regards
The Foxtel Team
 
7. Missing NTD FTTP Post Completion
  1. Check FBI to ensure the customer is not online as sometimes after the eForm is received customers can locate the NTD.
  2. If the customer is online, no action is required and the case can be resolved – If offline, proceed to the next step.
  3. Perform Records Only disconnect of HP and/or BB in VIVA.
  4. Email the eForm-raising agent using the format given below:
Hi <eForm Agent>
 
We have completed a records only disconnection of the HP & BB service in Core only to cease billing of the services while the Service Class Rollback is in progress. 
Please ensure Tech Case is escalated to LVL 2 Tech so customer POD and open Telstra InfraCo Hub ticket are sent to TW to begin the Service Class Rollback process. 
BPS will submit a new HP & BB order once Technical Support has confirmed Service Class Rollback is completed.
 
Kind Regards,
The Foxtel Team
  1. Close case
  • 16/10/23 - <Agent Name> - BPS - FNN: <FNN>
  • AS PER TECHNICAL SUPPORT EFORM RECEIVED <AGENT ID>: Missing NTD - FTTP
  • ACTION TAKEN: Email sent back to agent to advise we have completed a records only disconnection of the HP &/or BB service in Core only to cease billing of the services and to ensure case is sent to LVL 2 Technical so customer POD and open Telstra InfraCo Hub ticket are sent to TW to begin the Service Class Rollback.
     FNN <FNN> is still active in MESH. BPS Closing Case pending new eForm from Technical requesting HP and BB services to be reconnected once Service Class Rollback completed
  • ACTION REQUIRED FROM ZENDESK AGENT: Resolved
8. Missing NTD HFC / FTTC / FXWL
  1. Check FBI to ensure the customer is not online as sometimes after the eForm is received, customers can locate the NTD.
  2. If the customer is online, no action is required and the case can be resolved – If offline, proceed to the next step.
  3. Email the eForm-raising agent using the format given below:
Hi <eForm Agent>,
Please be advised that BPS action is not required for missing <HFC Arris NTD / FTTC NCD / FXWL NTD> post completion.
Please escalate technical case to lvl 2 tech squad so an incident ticket can been raised with Telstra Wholesale and nbn™ to arrange Technician visit to install new equipment.
Once this has been completed a LOS credit is to be applied by technical case manager.
Kind Regards,
 
The Foxtel Team
 
        4. Close Case
  • 26/06/20 - <Agent Name> – BPS
  • ACTION TAKEN: replied to Eform raising agent <eForm Agent>, advising "Please be advised that BPS action is not required for missing <HFC Arris NTD / FTTC NCD / FXWL NTD> post completion. Please escalate technical case to LVL 2 tech squad so an incident ticket can be raised with Telstra Wholesale and nbn™ to arrange Technician visit to install new equipment. Once this has been completed a LOS credit is to be applied by technical case manager."
  • ACTION REQUIRED FROM ZENDESK AGENT: resolved

9. Scam or telemarketing calls

  1. Reply to the eForm-raising agent:
Hi <eForm agent>
 
Please be advised that we cannot stop the customer from receiving scam or telemarketing calls. Please advise customer to register their phone number on the Do Not Call Register at https://www.donotcall.gov.au/ as this may help reducing these types of calls.
 
Another option is that the customer may be able to block these numbers directly on their phone handset but they will need to refer to their telephone handset manufactures manual on how to do this and if this feature is available to them. 
Alternatively the customer can request a change of CSN at cost but they still may receive these calls.

Kind Regards,
The Foxtel Team
 
    2. Close case


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