How To Book An LVR Created by Glenn Sutton & Simon Ballard v.01

You must use Internet Explorer to process LVR Requests First you need the service ID from Supportal Search for the telephone number in Asset Management

Copy the Service ID as shown above Log into 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’

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??

The booking calendar shows from tomorrows dates onwards. Can’t I just request this date? Q. The booking calendar shows from tomorrows dates onwards. Can’t I just 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.