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Internet + TV (Back Office Provisioning (Telenet: OMD (/ Order capture /…
Internet + TV
Back Office Provisioning
Telenet: OMD
/ Order capture / Feasibility Error
Order capture / Feasibility Error
Order capture / Feasibility Error / Order Support
/ Order capture / Location ID Error
Handover to backoffice / Order capture / Location ID Error
Drop cable activation needs to be paid / Order capture / Drop Cable
Drop cable error / Order capture / Drop cable error
Drop cable doesn't exist for Location ID / Order capture / Drop Cable
Installation date in the past
Cancellation / Orange installation / Installation issue
Global signal problem / Orange installation / Installation issue
Image or sound problem / Orange installation / Installation issue
Orange installation / Installation issue
Other problem / Orange installation / Installation issue
Speed problem / Orange installation / Installation issue
STB activation problem / Orange installation / Installation issue
SWAP problem / Orange installation / Installation issue
CPE Activation Issue / Orange installation / CPE Installation Issue
Orange installation / CPE Installation Issue
TV Right Issue / Order capture / TV Right Issue
Handover to backoffice / Telenet / TLN Admin Ticket / Address control
Telenet / TLN Admin Ticket / Address control
Telenet / TLN Admin Ticket / Order Support
Telenet / TLN Admin Ticket / Other
Telenet / TLN Drop Cable Ticket
Activation error / Order capture / Portfolio change Error
Telenet response time exceeded / Order capture / TLN confirmation error
Telenet doesn't confirm installation date within the timeframe defined.
Reset Button
Installer field
WeManage
Create P4 to AN
Wrong Location ID
Interpret Wecare Status
Usage of OMDtool for customer contact/Ring Ring
USe comment field& Follow-up callback
VOO:TP Tunis
Confirmation Error / Order capture / Activation Error - VOO
Order capture / Activation Error - VOO
Confirmation Error / Order capture / VOO CONFIRMATION ERROR
Confirmation Error 13823 / Order capture / VOO CONFIRMATION ERROR
Order capture / VOO CONFIRMATION ERROR
Order capture / VOO Eligibility error
Order capture / VOO TERMINATION CONFIRMATION ERROR
Ordered
Waiting for confirmation
Cancellation / Orange installation / Installation issue
Global signal problem / Orange installation / Installation issue
Image or sound problem / Orange installation / Installation issue
Orange installation / Installation issue
Other problem / Orange installation / Installation issue
Speed problem / Orange installation / Installation issue
STB activation problem / Orange installation / Installation issue
SWAP problem / Orange installation / Installation issue
CPE Activation Issue / Orange installation / CPE Installation Issue
Orange installation / CPE Installation Issue
TV Right Issue / Order capture / TV Right Issue
add boost option / Order capture / VOO Boost
remove boost option / Order capture / VOO Boost
Customer code missing / Mypartner / Customer code missing
Scoring result missing / Mypartner / Scoring result missing
Cancel CORDB order / Order capture / Cancel CORDB order
Launch CORDB order / Order capture / Launch CORDB order
Installation appointment/ Order Capture/ Appointment VOO
Elligiblity Process
Cancellation failed
Cease Failed
Interpret Wecare Status
Reset Button
Installer field
WeManage
Create a p4
Use comment field& Follow-up callback
Ring ring or SMS process for customer contact
-
Sogeti Provisioning
respond to calls from technicians
troubleshoot issues and solve them
high usage
create orange repairs
create cablo repairs
create p4 to AN
finish the installer field
hygiene/security
NIU installation
Use reset button to create a new sale
BackOffice Technical
BOT Cable
Wifi password, send to customer
reset wifi password
repair orange
repair cablo
reboot modem
reset modem
reboot stb
reset stb
change bandmode
parental code
check internal cabling
Use techsee for troubleshooting
escalations
follow-up repairs
follow-up cases that come from front office
report incidents
follow up incidents
troubleshooting
Sogeti BOT
respond to calls from technicians
troubleshoot issues and solve them
high usage
create orange repairs
create cablo repairs
create p4 to AN
finish the installer field
hygiene/security
NIU installation
Front Office Technical
Wifi password, send to customer
reset wifi password
repair orange
reboot modem
reset modem
reboot stb
reset stb
change bandmode
parental code
check internal cabling
Use techsee for troubleshooting
Follow scripts
answering calls
OMD Provisioning
-Pre-eligibility
-Billing activation Internet +TV
-Scoring result missing
-Customer code is missing
-Launch COrDB order
-Treat the take over
-Add/ Remove the VOO boost
-Data Cleaning
-Update & Downgrade Profile VOO NET03&NET06
-ADD STB in wecare
-ADD Chromocast / treat the request
-ADD DIY Serial number STB
-Encode Location id
-Close tln ticket, 'de afspraak is uitgevoerd'
-Treat Churn requests
-Cease failed (VOO & TLN)
-Cancellation failed (VOO &TLN)
-Prorate Cancellation
-Extra Charges in BSCS
-Options in BSCS
-Verify customer profile in Wecare
-
FrontOffice Provisioning
-Give information, concerning installation
-Update TLN admin/address control
-Create a TLN admin/address control
-Encode Location id
-Make a new appointment with the customer (both in Wecare & VOO)
-Change appointment from Single to Dual visit
-Change appointment in case of nouvelle date proposé ( customer is ok & nok)
-Create a dropcable ticket
-When dropcable has been connected, plan an installation date with customer
-Use takeover button to change customer code
-DIY STB serial number if not done yet by OMD
-Cancel orange appointment
-Usage of Reset Button if wrong address, both VOO & Telenet
-Move request ( create the new sale)
-Add/remove decoder
-Request a DIY decoder
-Add options, BOOST and remove BOOST ( the request)
-Add evening/weekend (request)
( Use the follow-up Callback & Comment field & Peoplesoft)