Cancellation Clarity User Manual

8/3/2019 Cancellation Clarity User Manual

http://slidepdf.com/reader/full/cancellation-clarity-user-manual 1/11

Cancellation Process

There would be a provision to cancel the order till indoor task on new provision orders.

Cancellations also allowed at modify and delete orders from clarity.

Cancellation Process in Clarity:

Following are the common steps to cancel the order at any task in clarity.

1. Select one of the reasons from the LOV of “HALT REASON” attribute.

2. Fill the FEEDBACK attribute with proper comments.

3. Close the task.(If it is manual task then update the task status to COMPLETED else

update the task status to CLOSED.)

1. New Provision Landline, PCO, ISDN PRI, ISDN BRI and WLL services:

•Once the new provision order is submitted to clarity , the task flow would be as belowfor any wireline service (Landline, PCO, ISDN PRI, ISDN BRI):

For WLL Services(WLL_FIXED,WLL_MOBILE,WLL_EVDO,WLL_NIC):

OUTDOOR

MDF

INDOOR

FINAL TESTING

IDENTIFY

LINEMAN

FINAL TESTING

OUTDOOR

INDOOR



• At IDENTIFY LINEMAN in progress:

o At IDENTIFY LINEMAN task, the JTO/SDE can initiate cancellation due to

reasons like Wrong Sublocality, Wrong Address, Customer Initiated, Change in

Urban/Rural and defaulter premises. Please refer the below screen shots.



• At OUTDOOR in progress:

o At outdoor, the JTO can initiate cancellation due to reasons like Wrong

Sublocality, Wrong Address, Customer not Interested, Change in Urban/Rural,

customer premises too long and defaulter premises. Once the order is cancelled at

Clarity, the update goes to CRM and an alert is created for CO approval.

• At MDF in progress:

o At MDF, the JTO cannot cancel the service since there would be no reason of non

feasibility.

• At INDOOR in progress:

o At INDOOR, the indoor JTO can cancel the service order with Indoor not

feasible as a reason. Please refer to the below screen shots:



o Rollback tasks would be generated for MDF and Outdoor activities.

• At FINAL TESTING in progress:

o Neither CRM nor Clarity can cancel the service order at this stage.

Note: For WLL cases, there would be no MDF task. CRM can initiate cancellation

only till Outdoor task in progress. Clarity can initiate cancellation till INDOOR in

progress.

2. New Provision order for Broadband over Landline and PCO services

Once the BB provision order is submitted to clarity , the task flow would be as below:

P2.2 P3

BB MDF

BB OUTDOOR BB FEASIBILITY

N/

W

Type

NIB ACTIVATIONP2.2 ACTIVATION

BB OUTDOOR

CLOSE SO



• At BB MDF in progress:

o At MDF, the JTO can cancel the order due to reasons like technically not

feasible, prepaid not feasible and dslam ports not available.

• P2.2 - At BB Feasibility in progress:

o The Outdoor JTO can cancel the order with a valid reason. Once the order is

cancelled, an MDF work order would be generated to revert the MDF activity.

•P2.2 - At P2.2 Activation in progress:

o At P2.2 Activation, the SDE NIB can cancel the service order with “PLAN NOT

FEASIBLE” as a reason. He can enter the actual reasons in the FEEDBACK

attribute which is passed to CRM. Please refer to the below screen shots:

o Rollback task would be generated for BB MDF.

• P2.2 - BB Outdoor in progress:




• P3 - BB Outdoor in progress:

o The Outdoor JTO can cancel the order with reasons like technically not feasible,

customer initiated, no stock of modems and cable pair faulty. Once the order is

cancelled, A MDF work order would be generated to revert the MDF activity.

• P3 - At NIB Activation in progress:


Note: For a service order with static ip request, a static ip allocation task would be

there after BB Feasibility for P2.2 and after MDF for P3 network. Order cannot be

cancelled at this point from Clarity.

3. Modify scenarios for Landline, PCO, ISDN BRI, ISDN PRI and WLL

services:

Following are the possible list of modify scenarios:

Accessory Provision.

Facility Provision

Combination of both Accessory & Facility

Change of Number

The taskflow for a typical modify order would be as below :

• At Outdoor task in progress:

o At Outdoor, the JTO can cancel the order due to reasons like technically not

feasible and customer initiated.

• At MDF task in progress:

o CRM can initiate customer initiated cancellation which would hit clarity and the

order would be cancelled. A rollback task would be generated for Outdoor.

OUTDOOR

MDF

INDOOR

FINAL TESTING

Accessory, Change of

Number scenarios

Change of Number

scenarios

Facility, Change of

Number

(IND)NUM_DEL(((scen

arios(IND)NUM

Change of Number

scenarios



o At MDF, the JTO cannot cancel the service since there would be no reason of non

feasibility.

• At Indoor task in progress:

o At INDOOR, the indoor JTO can cancel the service order with technically not

feasible/Indoor not feasible as a reason. He can enter the actual reasons in the

FEEDBACK attribute which is passed to CRM. Rollback task would be

generated for Outdoor and MDF activities.

• Final Testing task in progress:


Additional Details:

o For scenarios like Add/Del DIDs and Add/Delete from Centrex or CH group,

no cancellation option would be available.

o Except for the fact that WLL service does not have MDF task in any case, all

other scenarios hold good for cancellation.

o In case of Change of number MDF,IND_NUM_DEL ,IND_NUM_ADD &

INDOOR tasks would be inserted on the order. Cancellation is allowed at

IND_NUM_DEL tasks . If IND_NUM_DEL task is completed then

cancellation is not allowed from the remaining tasks in clarity(i.e cancellation

not allowed at IND_NUM_ADD,INDOOR tasks)

Cancellation is allowed at all INDOOR tasks. In case of change of number if

IND_NUM_DEL task is completed then cancellation is not allowed at INDOOR task

4 Modify orders for BB Over Landline and PCO services:

• Following are the possible list of modify scenarios:

Change in Acquisition type

Accessory(Change of Modem)

Change of Plan

Add IP

Delete IP

Broadband Static IP change

Broadband Network Change

Change in EMAIL-ID

Combination of Modem & Acquistion type Change

Combination of Plan & IP requests

• The taskflow for a typical modify order would be as below :



• At BB Outdoor task in progress:

o Same as BB Outdoor in broadband provision order.

• At IP Allocation in progress:

o CRM can initiate customer initiated cancellation which would hit clarity and theorder would be cancelled. A rollback task would be generated for Outdoor if

applicable.

o Clarity cannot initiate cancellation at this stage.

• P2.2 - Activation task in progress:

o Same as P2.2 Activation in BB provision order. There would be rollback task

created for BB Outdoor if applicable.

• P3 NIB Activation or Indoor task in progress:


Note: In case of network change, cancellation is allowed at Clarity at MDF task

which is the first task. Later cancellation is allowed from neither CRM nor Clarity.

5. Broadband Disconnection Over Landline and PCO services:

Accessory, Acquisition

type change

Add/Delete/Change in

Static IP

BB OUTDOOR

IP ALLOCATION

P2.2Or P3

NIB ACTIVATIONP2.2 ACTIVATION

INDOOR

CLOSE SO

Change of Plan/Email

ID

Facility change

scenarios



• The taskflow for a BB disconnection order would be as below :

• At P2.2 Deactivation task, the order can be cancelled by the SDE NIB with customer

initiated reason.

• Once the P2.2 deactivation task is completed, there would not be any provision for

further cancellations.

• IN P3 service disconnection flow, we cannot cancel at any stage since the very first

task is a system task sent to NIB system for profile deletion.

6. Permanent Disconnection for Landline (having BB), PCO (having BB),

ISDN BRI, ISDN PRI and WLL services

Clarity:

• The taskflow for a permanent disconnection order for LL and PCO services having

BB would be as below :

P2.2Or P3

NIB DEACTNP2.2 DEACTN

BB DEL MDF

BB OUTDOOR

CLOSE SO

P2.2 P3

P2.2Or P3

NIB

DEACTNP2.2

DEACTN

MDF

OUTDOOR

CLOSE SO

P3P2.2

INDOOR INDOOR



• The taskflow for a permanent disconnection order for LL, PCO, ISDN and WLL

services would be as below :

• In case of LL+BB disconnection, cancellation is possible from Clarity only for P2.2

network at P2.2 Deactivation task/Indoor task. Further to this there is no cancellation

possible at Clarity.

Note: 1. While cancelling at P2.2 deactivation, there would be a check if Indoor

task is also in progress. If it is completed then cancellation is not allowed at P2.2

deactivation task from clarity.

2. While cancelling at Indoor task, there would be a check if P2.2 Deactivation

task is also in progress. If it is completed then cancellation is not allowed at Indoor

task from clarity.

3. Indoor JTO/SDE NIB can cancel the disconnection order with Customer

initiated as a reason. He can enter the actual reasons in the FEEDBACK attribute

which is passed to CRM.Please refer to the below screen shot:

INDOOR

MDF

OUTDOOR

FINAL TESTING

Would not be present in

case of WLL



Additional Details:

• In case of only LL disconnection, order can be cancelled at Indoor task with customer

initiated reason.

• No cancellations are allowed in case of Shift Disconnections.

• No cancellations are allowed from CRM in (normal & Shift) disconnect orders.

• No cancellations are allowed for Suspend & Restore Orders.

• No cancellations are allowed for fault orders in clarity.

• No cancellations are allowed for OFFLINE orders in clarity.

Cancellation Clarity User Manual

Documents