Find and authorise customer via FOH

Use Case number Status Primary actor Supporting actors Brief description Stakeholder interests Pre conditions Post conditions Trigger
: : : : : WP131200 Closed CSR (Sales consultant, Billing consultant etc.) Prospective/Existing customer Allows primary actor to find/display customer details. If customer is not present in the existing ICELL customer base, then all details for new customer are captured. After sales consultant ensuring that the customer order is completed correctly and there are no errors or dirty tickets of work raised and the commitment to the customer is met. Primary actor is authenticated by the system. The primary actor has access to relevant FOH (Front Of House) systems. Details of the prospective/existing customer are displayed, if present in the system or new customer is created in the system. Primary actor attempts to find customer details.

: : :

Main Flow:
1. 2. 3. 4. 5. 6. 7. 8. The primary actor navigates to the screen to enter search criteria (Refer: Screen: WP131200_SCR1: Primary customer search screen). Primary actor enters search criteria (Refer: Section: Business Rules: 1). Result of the search is displayed (Refer: Screen: WP131200_SCR3: Multiple customer search result). Primary actor selects one of the displayed results. Details of the customer for authentication is displayed (Refer: Screen: WP131200_SCR4: Customer authentication screen). After successful authentication, primary actor proceeds for whole of customer view (Refer: Screen: WP131200_SCR5: Whole of Customer view). Primary actor selects one of the Broadband accounts to see the account details (Refer: Screen: WP131200_SCR6: Account details). or proceeds ahead with other functionality. Use case ends.

Alternative Flows:
Alternative path: A Primary actor selects to use advanced search criteria. Condition: i. Advance customer search screen is displayed (Refer: Screen: WP131200_SCR2: Advanced customer search screen). ii. Primary actor enters search criteria and attempts to search the customer. iii. Use case continues at step 3 of main flow. Alternative path: B Search results into a single customer record. Condition: i. Proceed to step 5 of main flow.

Alternative path: C No customer record matches the search criteria. Condition: i. Appropriate message is given to primary actor. ii. Primary actor can go back to step 1 of main flow and perform the search again. Alternative path: D Customer authentication is not successful. Condition: i. Appropriate message is given to primary actor. ii. Primary actor closes the call. Alternative path: Condition: i. ii. E Customer is not a part of ICELL customer base and has approached for taking a new service. Primary actor enters valid customer details and creates the new customer (Refer: Use Case: WP111225: Create New customer). Use case ends.

Business Rules:
1. Search Rules: Search cannot be performed only on the basis of customer type. It is a part of name search and can be used to perform the search along with Name. Company name is required only in case of business customers. Search can be done using partial names. Maximum number of records that should be retrieved as a result of search is 100. If number of records is greater than 100 then appropriate message to refine the search criteria is displayed to the primary actor. The details about the customer should be prepopulated, if available. In case the available details are not sufficient, primary actor has to enter the missing details.

Related Use Cases: (Ignore for Test cases)

WP111226: Full service qualification via FOH WP111225: Create New customer

User Interface:
1. WP131200_SCR1: Primary customer search screen Field name Contact Number Account number ICELL Broadband username Domain ICELL mobile number Company name Description Telephone number owned by customer Customers existing account number Username of ICELL Broadband application customer Username domain Mobile number provided by ICELL to the customer For business customers Mandatory No No No No No No Type Editable numeric Editable numeric Editable text Editable text Editable numeric Editable text

Corporate Account Id Order reference number / request id Fault number

For business customers Reference number for a customers order Reference number for any fault registered by the customer

No No No

Editable numeric Editable numeric Editable numeric

2.

WP131200_SCR2: Advanced customer search screen Field name Service address Description Address where customer already has some ICELL Service street type, street name and postcode Name of the Customer It is type of customer. (residential or business customer) Email address of the customer Employee number if the customer is working with ICELL Mandatory No Type Editable text

Name Customer type Email id Employee number

No No No No

Editable text Option Editable text Editable text

3.

WP131200_SCR3: Multiple customer search result Field name Customer name / Company name Unit number House number Street name Street type Suburb/Town State Postcode Description Name of the owner of the service Mandatory Yes Type Display only

Service address details Unit number House number Street name Street type Name of suburb / town State name Postcode No No Yes Yes Yes Yes Yes Display only Display only Display only Display only Display only Display only Display only

4.

WP131200_SCR4: Customer authentication screen Field name Title First name Last name Date of birth License number Description Title of customer First name of customer Last name of customer Customers date of birth License number of the customer Mandatory Yes Yes Yes Yes (if available) Yes (if available) Type Display only Display only Display only Display only Display only

State of issue Password Company name

State of issue of license Customer password / keyword Name of the company only for business customers Title of authorised representative First name of authorised representative Last name of authorised representative

Yes (if available) Yes (if available) Yes

Display only Display only Display only

Authorised representative details Details are displayed for all the authorised representatives Title First name Last name 5. Yes Yes Yes Display only Display only Display only

WP131200_SCR5: Whole of customer view Field name Description Mandatory Yes Yes Yes No No No No Yes (if DOB not provided) Yes (if licence number is provided) Yes Type Editable text Editable text Editable text Date Editable text Editable text Editable alphanumeric Editable text

Personal Details : Residential customers Title Customer title First name Last name Date of birth Occupation Employer Trading name Drivers license Customer first Name Customer last name Date of birth of the customer Customers occupation Employer of the customer Trading name of the individual The customers driver license

License state

State of issue of drivers license

Option

Authorised Representative details Customer segment Password

Details of authorised representative

Editable text

The segment to which the customer belongs Information access password if customer had set it earlier for additional security

NA No

Display only Editable text

Personal Details : Business customers Company Name Name of the company Trading name Authorised rep details Customer segment Contact Details Trading name of the company Details of authorised representative The segment to which the customer belongs

Yes No Yes NA

Editable text Editable alphanumeric Editable text Display only

Daytime and after hours phone number Mobile phone number Fax number E-mail address Service Address Unit/Floor number Street number Street name Street type Locality Postcode

The customer contact numbers during daytime / after hours The customers Mobile number The customers fax number. The Customers E-mail address. The floor number/unit of that area. The street number of that locality The street name of that locality The street type of that locality The area details where the customer wants to install the product. The postcode of that locality

Yes No No No No Yes Yes Yes Yes Yes

Editable numeric Editable numeric Editable numeric Editable text Editable text Editable numeric Editable text Option Editable text Editable numeric

Service details These details are present for all FNNs/Service address associated with customer Account Number Customer account number Yes Display only FNN/Service FNN (for ADSL), Service address (for Yes Display only Address cable) Service type 6. Type of service (Fixed, Mobile, Internet) Yes Display only

WP131200_SCR6: Account details Field name Description Mandatory Type

Details corresponding to the account selected are displayed on this screen.

Assumptions:
1. The sales consultant will have an option to cancel the proceedings at all points in the use case. In such a case, all resources allocated by the system for the process are released.

Issues:
None