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CDMA - CSR Trainer

Training Program

FX CDMA Architecture
New Phone Connection
ESN Swap
Shifting Cases
Permanent Closure and Handset
Recovery Flow
EVDO/NIC Provisioning
Deposit, Payment and Adjustment
LAI Change
Adding Multiple LAI
Search Legacy Account
Manual Restoration From
Temporary Disconnection

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FX CDMA Architecture
CSR
CC through
FX Launcher

CSR
Banks/Trichur/Dotsoft
/Collectiva/Indotel
(Lock Box Interface)

Customer Center
Customer Interaction, Tracking, Account Maintenance, Disconnection,
Reconnection, Adjustments, Payments, Billing Enquiries, Order Management

API Middleware

Internal FX
functional
architecture

Orders

Workflow

Inventory

Inventory
Replenishment

Request Handling
& Tracking

Customer
Data

Payment
Update (API)
Billing

A/R
Discounts

Payments

Admin/Catalog
PayONE FX

Application Integrator

Lockbox
Payment

Format/
Dispatch
Collections

Bill
Feed File

Rating

DATA Mediation

Remote
Printing
Interface

ZTE Network Elements

MSC, HLR,
PDSN,
SMSC

Circle/SSA
through
remote access

Legend
Kenan/FX Component
Confirmed Integration Point

Network Elements
/Devices
Two-way integration

Partner Solution
Component
Data Flow / Update

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NEW TELEPHONE CONNECTION FLOW IN CDMA

SDE
Outdoor

CSC

SDE Outdoor extract the


data from RepONE
Reports. Refer "How to
use RepONE?"

Customer comes to CSC


terminal and fills the WLL
form (WLL). CSR will
create the customer file.

SDE
Outdoor

CCN

SDE Outdoor will install the


handset in customer
premises and add the ESN
through RepONE utility.
Refer "How to use
RepONE?"

CSR will maintain the


records. Before Sending the
File to CO. he will check the
FX System for updated
MDN and ESN and update
the Customer File
accordingly

B&CCS
CSR does the entries
(mentioned in CAF) in
B&CCS extended data. CSR
enters the payments and
Deposits in B&CCS. Refer
section "Account
Registration", "Payment
Posting" "Deposit Posting"

06 October 2008

CCN

CCN

CSR will read from RepONE and add ESN


to the provisioning order and update the
manual milestone(handset delivered to the
customer) in B&CCS system. Refer section
"Add ESN to an order after Handset
Installation by SDE Outdoor
"

V1.1 Dated 22nd Aug 2008

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Permanent Closure
and Handset
Recovery flow

Permanent Closure and Handset Recovery Flow

Outdoor

CSC

Outdoor

Outdoor will fetch the relevant


infomation (address, handset type, etc)
and go to the customer premises for
handset recovery. Outdoor will update
the handset recovery status on
RepONE. Refer section "How to use
RepONE"

Outdoor will log on to the


RepONE utility and extract
the data for handsets which
are not yet recovered. Refer
section "How to use
RepONE"

Customer comes to CSC


and requests for Volunatry
closure.

B&CCS
CSR enters the closure
request data in B&CCS after
approval from Commercial
Officer. Refer section
"Service disconnection"

25th Aug 2008

CCN

Based on handset recovery, CSR


does the necessary updates in
B&CCS. CSR will add the note
code in B&CCS. Refer section
"Handset Recovery through
RepONE".

CSC

V1.1 Dated 25th Aug 2008

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Final Settlement Flow

Finalizing Account

Indoor

AO-TR will login into the


RepONE Utility and extract
the report for non recovered
handsets.

AO-T R

AO-TR will login into the


RepONE Utility and extract
the report for disconnected
but unfinalized accounts.

Indoor

The office will post the debits, if


applicable. Refer section "Post
Debits"

AO-TR

The report also shows the status of


the Handset given to the customer
whether its owned by the customer
or BSNL and show its state either
recovered, unreoverable or not.

AO-TR

Finally after finalizing the


account the Officer will
update the Finalized fieled
(and finalizedfield if
applicable) in the Extended
data. Refer section
"Refund" and "Finalized".

V1.1 Dated 25th Aug 2008

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ESN SWAP

ESN Swap
(Handset not working)

CO

CSC

Customer comes to CSC


terminal and requests for
swap of ESN. CSR
forwards the request to
coincerned CO along with
the proof of address.

Commercial officer based on the


signature verification updates the
customer file and sends the approval
with the relevant information back to
CSC

Outdoor

Outdoor will log on to the


RepONE and extract the
ESN Swap cases. Refer
section "How to use
RepONE"

Outdoor

Outdoor will visit the


customer premises and
ensure the handset change.
Outdoor will add the ESN
through RepONE. Refer
section "How to use
RepONE"

B&CCS
CCN

Sunday, August
24, 2008
CSR will add the ESN Swap
package in the B&CCS. Refer
section "ADD ESN Swap
Package"

CCN

CSR will post the ESN Swap


order in B&CCS. Refer section
"ESN Swap"

V1.1 Dated 25th Aug 2008

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CSR after posting an ESN Swap


order will complete the manual
milestone of the order in which the
ESN Swap Package is added in
B&CCS so that it will not appear
in SDE Indoor queue from
RepONE. Refer section "ESN
Swap"

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SHIFTING CASES

SHIFTING CASES SAME EXCHANGE


(Mobile No is not changed)

CSC

CO

Customer comes to CSC


terminal and requests for
shift in address. CSR
forwards the request to
coincerned CO along with
the proof of address.

Commercial officer based on the


signature verification from the
customer file updates the customer
file and sends the approval with the
relevant information(new address)
back to CSC

Outdoor

Outdoor

Outdoor will log on to the


REPEX utility and extract
the Same Exchange
Shifting cases (Only
Address Change). Refer
section "How to use
RepONE"

Outdoor to check the


customer credentials and
verify the handset
installation, address
verification flag in RepONE.
Refer section "How to use
RepONE"

B&CCS
CCN

25th Aug
2008
Add the shifting case without
number change package and
then change the address.
Refer section "address
change"

CCN

CSR to verify the customer


address and put in a
confirmation in Customer
Center GUI, He will also
check if there is any change
in Urbar/Rural flag. Refer
section "Outdoor check"
Refer section "rural urban
change"

V1.0 Dated 25th Aug 2008

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SHIFTING CASES SAME EXCHANGE


(Mobile No is changed)

CSC

CO

Outdoor

Commercial officer based on the


signature verification updates the
customer file and sends the
approval with the relevant
information(rural/urban, exchange
capacity, new MDN) back to CSC

Customer comes to CSC


terminal and requests for
shift in address. CSR
forwards the request to
coincerned CO along with
the proof of address.

Outdoor will log on to the


RepONE utility and extract
the shifting cases. Refer
section "How to use
RepONE"

Outdoor

Outdoor will visit the


customer premises and
ensure the shifting of the
handset.

B&CCS
CCN

Add the "Shifting Case Package


with MDN Change" and then
change the address. Refer
section "address change"

25th Aug
2008

CCN

1) For Inter-exchange shift, CSR is responsible to create the


deprovisioning order in B&CCS for the old MDN. Refer section
"Disconnection Service"
2) Create the provisioning order of new mobile number(for interexchange shift) . Refer Section "Activate Service". CSR will
not update the manual milestone for address verification.
3) Change the rural/urban flag depending on address check.
Refer section "Rural Urban change"

V1.0 Dated 25th Aug 2008

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CSR to verify the customer


address and put in a
confirmation in Customer Center
GUI (Indoor to complete the
manual milestone for Adding
shifting case order). Refer
"Indoor check"

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Thank You
cdma.north@gmail.com

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