How To Book An LVR Created by Glenn Sutton & Simon Ballard v.01.
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Transcript of How To Book An LVR Created by Glenn Sutton & Simon Ballard v.01.
How To Book An LVRCreated by Glenn Sutton & Simon Ballard v.01
You must use Internet Explorer to process LVR
Requests
First you need the service ID from
SupportalSearch for the
telephone number in Asset
Management
Copy the Service ID as shown
above
Log into www.openreach.co.uk
and load up the OR Siebel option
Once in you will need to select ‘Inventory’
from the headings at the top
Paste the service ID into the service reference section and click ‘Search’
In the ‘View Inventory’ you
need to click the service ID number
Once you have selected the
service ID you need to chose
‘Modify’
Now you are creating the LVR Request –
Paste the service ID in as the order reference. You will need to enter
a description of the work that’s required
Now we need to select the first
desired date for an LVR engineer
Select the date that the customer would like.
Remember that this is only a request at this
point. Click Save.
You do not need to select a time at the
bottom. You will select AM/PM later in the booking process
Once selected you need to choose
the option highlighted
As you have already added a reference number you need to leave the ‘Appointment Reference’ blank
You need to leave appointment preference as AM/PM selecting
anything other than these will either stop an engineer going out or the customer will incur higher charges
Required fields are Name, Telephone Number, Secondary
Contact Number, Site Safety Notes, Special Arrangement Notes and
Access Password
Once this form is completed you need to select ‘Save’
Now that you have completed the site details section we need to tell the engineers what we would like
them to do
You need to leave most of this information as you find it otherwise it may interfere with the booking. You are only interested in the highlighted
area.
If you don’t change ‘CP Requested Site visit’ to ‘Yes’ then no engineer will go to the
property. If anything else is changed on here then the customer and TalkTalk may receive
increased charges with no work being completed
Click ‘Done’
Once done you will get the screen below. Click on ‘Verify
Configuration’. Do NOT just click next or your engineer request will
not be able to proceed
If you are not using IE then you will not see this screen and you will
need to log out and start again in IE
You can click on ‘Close’ once this screen has opened.
You will return to the screen above where you can now choose ‘Next’
Check this screen for all the correct details and once validated you can
submit your request
Your request has now been completed and has been sent to BT to confirm an appointment. You will
need to copy the 1-XXXXXXXX number in the highlighted area
Even though your order has been completed. You still need to click on the BT Reference number
highlighted
From here you can select order journey
Paste the 1-XXXXXXXXX number in BT Reference section
Select the BT Reference number from here
Click on ‘View Components’
Your request should show in ‘Awaiting Confirmation’ this can take up to 3 hours to
confirm
Once your order has been confirmed the ‘Status’ will change to
‘Committed’
Once your order has been confirmed the ‘Status’ will change to
‘Committed’
How To Cancel An LVR
Paste the 1-XXXXXXXXX number in BT Reference section
Select the BT Reference number from here
Click on ‘View Components’
Select the BT Reference number from here
Select the ‘Cancellation Reason’ and select the ‘Cancel All Related
Orders’. Click ‘Submit’
The product screen should be in the status of ‘Cancellation Pending’
Once cancelled successfully you will see the status ‘Cancelled’
How To Amend An LVR
Amending LVR Appointment
Select Service Management & then Service Requests
How to Amend LVR Appointment
Enter cli then select Raise Query
Fill in Relevant boxes and Select Drop Down on Sub
Query Type to Amend
When all relevant fields filled in the select Submit
Questions??
Q. The booking calendar shows from tomorrows dates onwards. Can’t I just The booking calendar shows from tomorrows dates onwards. Can’t I just request this date?request this date?
A. No. The system will work through the days checking both AM and PM slots and book the next available date and time. If you choose tomorrows date it still won’t book an appointment until 1 – 2 weeks in the future.