Activations & Closures - WordPress.comNew Install Activities After each phone contact with a...

Activations & ClosuresNew Install Activities

ObjectivesUpon completion of this module, you will learn how to:• Perform a query to search for a technician’s daily

Activities.

• Confirm and update Activity and Order information.

• Enter Signature Capture data.

• Submit OLIs.

• Close Activities.

New Install Activities

What questions do you have before we begin?


When a Technician Calls About a New Install


Ask for the following information:• Tech User ID

• Activity Number

• RID Number

• IRD Location

• Tech Action Taken

Query to Access the Technician’s Activities


• Find the technician’s daily Activities by using the Query function.

• Then access the Activity.

Search vs. QuerySearch:

Query:

Confirming Activity and Order InformationAfter finding the Activity, confirm all details in the database are set appropriately. • Activation Approved

• SR Sub-Area

• Property type

• Activity Status Set to On Site

• DIRECTV Protection Plan (DPP)

• Customer signatures



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2

3

4

5

1. Activation Approved2. SR Sub-Area3. Property type

4. Activity Set to On Site5. DIRECTV Protection Plan (DPP)

Confirm the Activity and Order information in the following order:

New Install ActivitiesActivation Approved• DIRECTV must approve all new accounts.

• After DIRECTV approves an account, the Activation Ap-proved checkbox is selected.

• However, dispatchers cannot approve accounts; the Acti-vation Approved checkbox is inactive on your screen.

• If the Activation Approved checkbox is not selected, ad-vise the technician to call the IVR system to have it ap-proved.

New Install ActivitiesSR Sub-Area (Work Order) Type• The SR Sub-Area field displays the type of Work Order

the technician is performing.

• The Work Order type determines what Activity and Order information you must confirm, and how you submit OLIs and close Activities.

• The four primary Work Order types are:• New Install

• Upgrade

• Service

• Former Install

New Install ActivitiesProperty Type• After determining the Work Order type, ask the technician

whether the customer owns or rents the property.

• If the customer is renting, they must receive permission from their landlord to have a DIRECTV system installed.

• However, technicians do not need the signature of a customer’s landlord to perform installations.

New Install ActivitiesSetting Activity Status to On Site• One common reason a technician cannot submit an OLI

is because the Activity status is not set to On Site.

• The database does not “think” the technician is “on site” at the customer’s home.

• If the Activity is not set to On Site, the technician – and you – will receive an error message when the OLI is sub-mitted, and the Activity will not close.

New Install ActivitiesDIRECTV Protection Plan (DPP)• DPP is the equipment and service insurance plan cus-

tomers can purchase for their systems.

• Before a New Install Activity can be closed, the customer must be offered DPP.

• Always check the Customer wants DPP field and ask the technician if they offered DPP.

• If the field displays N, and the Customer wants DPP field is blank, the OLI will not close until you select Yes or No in the Customer wants DPP field.

New Install ActivitiesCapturing Customers’ Signature Information

1

2 3 4 5 6

1. Email Confirmation Required

2. Document Name

3. Signature Method

4. Signature Captured By

5. Signature Capture Date Time

6. Signature Status

7. Refused

8. Void

9. Refused Reason

New Install ActivitiesSubmitting Order Line Items (OLIs)After a technician obtains the signatures for the Equip-ment Lease Agreement and Landlord Permission, sub-mit the OLIs: 1. Access the Orders screen.

2. Submit the serialized OLIs (receivers and the KA/KU LNB 3).

3. Submit the non-serialized OLIs (support hardware, service, DPP, and other hardware and services).

Currently, serialized OLIs include all receivers and the KA/KU LNB 3. More products and services will become serialized in the near future.

New Install ActivitiesSubmitting Serialized OLIs: ReceiversWhen submitting a serialized OLI for a receiver: 1. Ask the technician for the RID #.

2. Enter the RID # into the RID # field.

3. Press the Enter key.

The IRD Serial #, Product, Access Card #, Tech Action Taken, and Parts Status fields auto populate.4. Confirm these data with the technician for accuracy.

5. Submit and Refresh the OLI.

New Install ActivitiesSubmitting Serialized OLIs: KA/KU LNB 3Unlike submitting OLIs for receivers, when you submit serialized OLIs for parts such as the KA/KU LNB 3:1. Enter the serial number into the Serial # field.

2. Select the appropriate Part Status.• Good New

• Good Refurbished

• Good Used

• Defective DOA

• Defective Damaged


New Install ActivitiesSubmitting Non-Serialized OLIs: Support HardwareNon-serialized OLIs for Support Hardware are for ODUs, Multi-switches, and other equipment. 1. Select the OLI.

2. Confirm the Tech Action Taken field displays Support Hard-ware Installed. If it does not, change it accordingly.


New Install ActivitiesSubmitting Non-Serialized OLIs: Add ServiceNon-serialized OLIs for service are for Labor, DPP, and other services.1. Select the non-serialized OLI you want to submit. In this ex-

ample, the OLI is for the DIRECTV Protection Plan (DPP).

2. Confirm the Tech Action Taken field displays Add Service. If it does not, change it accordingly.

3. Submit and Refresh the OLI. Be Aware

New Install ActivitiesThe Work Order

After an installation is complete, the technician will ask the customer to sign the Work Order.• The Work Order states the customer was present dur-

ing the installation and approves the work the technician completed.

• The customer can sign the document using the techni-cian’s handheld device, or a paper document.

New Install ActivitiesConfirmation Emails to CustomersAs you are processing the signature information for the Work Order, ask the technician if the customer wants an emailed copy of their Work Order. If the customer requests the email:

1. Select the Email Confirmation Required checkbox.

2. Type the customer’s email address into the Email Address field.

3. Click Send Email.

New Install ActivitiesConfirming Activation and Closure Success• Before you can close an Activity, you must close all open

OLIs.

• When you close an OLI successfully, the OLI displays Success under the Description column.


Before closing an Activity, confirm all fields are complete, then perform the following steps:1. Click ReturnToTruckRoll to access Activity screen.

2. Click the Status drop-down menu and select Closed.

3. Save the record by clicking anywhere off the Orders screen.

Closing Activities


After each phone contact with a technician or a custom-er, always enter detailed notes regarding what you per-formed on the account.1. Access the Notes screen, and click New.

2. Type a detailed note.

3. Save the record by clicking anywhere off the text entry box.

Entering Final Notes and Saving Activities

Be AwareBe Careful:

New Install ActivitiesCheckPoint

1. Describe the difference between performing a Search and running a Query in the Siebel database.

2. If a technician is on site at a customer’s home performing an installation, what is the proper setting for the Activity Status field?

3. Before you can close a New Install Activity, you must ask the technician if they offered the customer the ______________________.


4. True or False: Dispatchers can approve accounts for activa-tion and are responsible for selecting or clearing the Activa-tion Approved checkbox.

5. If a customer is renting, but they do not have their landlord’s permission to have a system installed, what do you tell the technician, and what do you do with the Activity?

6. True or False: When a customer refuses to sign the Work Or-der document, you must cancel the Activity.

CheckPoint, continued

7. True or False: When a customer changes their mind about signing a required document, you can change the Signature Status from Refused to Deleted.

8. What are some examples of serialized and non-serialized products and services?

9. When submitting Order Line Items (OLIs), you must first submit the ____________ OLIs, then submit the ______________ OLIs.



10. The Part Status for a newly installed receiver (IRD) should be ____________.

11. The DIRECTV Protection Plan (DPP) covers all of the fol-lowing, except _____.

a. Replacement receivers

b. Power surge repairs

c. Dish alignments

d. Custom work

e. Wiring



New Install ActivitiesCheckPoint, continued12. True or False: Before you can close an Activity, you must

select the Email Confirmation Required checkbox; enter an email address into the Email Address field; and click Send Email.

SummaryNow that we’ve completed this module, you should be able to:• Perform a query to search for a technician’s daily Activi-

ties.

• Confirm and update Activity and Order information.

• Enter Signature Capture data.

• Submit OLIs.

• Close Activities.


Key TakeawaysConfirm and Update Activity and Order Information

When handling a New Install Activity, confirm all details in the database are set accurately before submitting the OLIs and closing the Activity. Think of confirming this in-formation as using a checklist for a database scavenger hunt. Just follow your checklist, do not skip any steps, and you will find everything you need!


New Install ActivitiesKey Takeaways, continuedSubmitting Order Line Items (OLIs)

After a technician has obtained the necessary signatures for a New Install, first submit the serialized OLIs, then submit the non-serialized OLIs.• Serialized OLIs: All receivers (IRDs) and the KA/KU

LNB 3. (More products will become serialized in the near future.)

• Non-Serialized OLIs: Support hardware, Service Calls, DIRECTV Protection Plan (DPP), and other services.

Thank you!Thanks for your time, and stay safe!

TM


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