Remote Order Entry (ROE)

Remote Order Entry (ROE)
BullsEye Telecom Remote Order Entry (ROE) Training November 2001 Revision 3 Proprietary and Confidential

Agenda Submission Log Order Status Reporting Updating User Profile RTS process Support ROE Updates Questions Introductions What is ROE? Benefits Getting Started Business Rules How to Create an Order How to Save an Order How to Modify an Order Submitting an Order Method 1 Method 2 Method 3

ROE stands for Remote Order Entry
What is ROE? ROE stands for Remote Order Entry Proprietary BullsEye Telecom application Allows for the acceptance and submission of orders through an automated on-line interface from a remote location ROE is not a proposal tool

ROE is better than paper because it:
Benefits of ROE ROE is better than paper because it: Shortens the sales cycle: Deliver quotes to customers in real time via an and web interface. Customers accept the quote with two mouse clicks – no hard signature required. Increases Order accuracy: A single interface eliminates the need to key orders into multiple systems. Improves provisioning intervals: Our fully automated systems allow for streamlined operations and reduced interval times allowing for quicker revenue generation. Provides Tracking and reporting: Track orders through initial provisioning steps to full activation.

System Requirements Windows 98, Windows ME, NT, 2000 or XP 32 MB RAM
Getting Started System Requirements Windows 98, Windows ME, NT, 2000 or XP 32 MB RAM 30 MB hard drive disk space 56K or higher Internet access (for application download and order submission) ROE does not run on Windows 95 or lower, or any Macintosh Operating System

Non-Disclosure Agreement signed
Getting Started Other Requirements Non-Disclosure Agreement signed User Profile Established – Including your address User ID and Password Do not share your ID and Password with other agents – these IDs drive your commissions and your ability to view the status of orders in your hierarchy Proprietary and Confidential

Getting Started The ROE application, supporting documents, links and other useful information can found at:

Getting Started roe.bullseyetelecom.com
Download ROE Go to the Status Report Web Site View this PowerPoint presentation. Download the ROE Quick Start Guide, which includes installation instructions NOTE: These downloads are password protected.

Business Rules One BTN per Order
This creates multiple bills (one for each BTN) at this time regardless of location(s) Although you may select long distance by line, IntraLATA selection is for all lines on the account. Although our billing system converts everything to capital letters, type in title case for an easy to read order for the customer. Do not start the company name with “The” Example: The Looking Glass should be entered as Looking Glass, The

Business Rules Ensure your customer does not have any pending order activity PIC change Service additions/deletions Line additions/deletions Ask the customer if they have had any order activity in the last 30 days If so, indicate in the Notes field that activity is pending If CSR indicates changes have not yet occurred, we will hold the order until the changes appear on the CSR

Note that you must be on-line for all of your ROE activity…
ROE Requirement Note that you must be on-line for all of your ROE activity… Preparing and Saving an Order Loading a Saved Order Submitting an Order Order Status Reporting

Creating an Order Logging In
To log in to ROE Start ROE by clicking Start, pointing to Programs, pointing to BullsEye Telecom, and then clicking ROE. Proprietary and Confidential

Creating an Order Logging In
Type your User Name and Password. You will select either Start New Order or Open A Saved Order to continue. You are finished logging into ROE.

Creating an Order Sample Order
Our Sample Order For this demonstration we are going to pretend that you are John Smith, a Michigan agent, and that you want to submit an order detailed as follows: Company Name and Address: CTC, Inc. 12345 Test Lane, Suite 330 Detroit, MI Contact person: Susan Susanis with an address of Her telephone is (248) and fax is (248) Requested services: Six-line account Two-year service contract Local Call Pack 500 IntraLATA Toll Long distance on all lines Voice mail on six (6) lines Two (2) toll-free lines Six (6) calling cards No changes to line options -Migrate (As Is) Lines to Migrate: BTN – (248) WTN – (248) WTN – (248) WTN – (248) WTN – (248) WTN – (248) Watch out! See if you can find the mistake we make while entering this order. Mary, notice the zip code of the our fictitious company. It is intentionally entered incorrectly as you’ll see on the next slide. This way we can Update the Customer’s Name and Address before submitting the order in “Beyond the Basics.” Hopefully, this will help to keep their interest.  Also, notice the last two WTNs are unknown (for whatever reason). You can reference this “HUGE” issue while offering the solution. This refers to the Legal Verbiage. Proprietary and Confidential

Creating an Order Start a New Order
To start a new order After you log in, click Start New Order. The User Name and Password identifies the sales person associated with this order in both ROE and the Voice Order Management system. Be sure to type the correct User Name and Password for accurate order tracking, history and commission purposes.

The Order Header Information window appears and should be blank except for the Sales Person field. Type the customer’s address and contact information by pressing tab and shift+tab to maneuver through the fields, and then click Update. The Sales Person field defaults to the ID and full name of the sales person based on the User Name and Password used during login. The Company Name field identifies the customer’s billing name. The Contact field identifies the “To” address that the order is ed to when submitting the order electronically.

Click 2-Year Contract term. Contract terms vary by region and sales group. Certain contract terms may not be available.

Type the BTN in the box, and then click OK. After you type the BTN and click OK, the ROE Main Window appears.

User Interface Overview Main Window and Button Bar
The title of the Main Window displays Account Level information. The ROE user interface has two main areas. The left portion of the screen is called the Main Window. The Main Window displays the customer’s company information and line configuration options. The right portion displays the Button Bar. Each button has a specific function. Each folder (Address & Contact Info, Local Call Packs, IntraLATA Toll, etc.) can be expanded or condensed. Click the plus sign (+) to expand a folder. Click the minus sign (-) to condense a folder.

User Interface Overview Button Bar Functions
Address & Contact Info Enables you to update the customer’s contact information. Save Saves the order so that you can load it later. Open Opens a saved order. New Clears the screen so that you can start a new order. Submit Displays the submission method options so that you can submit the order. Print Prints the order to your local printer, if connected. View Displays a ‘print preview’ of the order on screen. Accept Phrase Displays the accept phrase customer uses when confirming the order via the Web using submission method 1. Notes Enables you to type an informational note to add to the order. Submit Log Displays a list of orders that have been successfully submitted. Add a line to Migrate Enables you to specify WTNs associated with this order’s BTN.

Mark the checkbox for the desired Local Call Pack. Your selection updates the Usage Matrix.

Mark the checkbox for the desired IntraLATA Toll. Again, your selection updates the Usage Matrix. If the customer currently has Ameritech for IntraLATA service, you must choose BullsEye Telecom for IntraLATA service by checking the IntraLATA Toll check box (Ameritech does not offer stand-alone IntraLATA service). If the customer currently has another long distance carrier for IntraLATA, and prefers to keep this provider, check the Other check box.

Mark the checkbox to select long distance for all lines or for partial lines. Proprietary and Confidential

Mark the checkbox(es) for the desired Long Distance service(s), and then enter the Quantity. Proprietary and Confidential

We have taken the pain out of gathering the specifics on services where we need more information. In our order verification process, we review the order with the customer and collect the card holder names and PINs for calling card(s), Toll Free LOAs, and what lines have elected LD and length of non-validated acct codes if applicable. Note that currently the $1 Non-Recurring Charge for each calling card and the $2 Monthly Recurring charge per Toll Free Number do not show up in the order. Be sure to communicate this with your customer up front.

Select the desired Voice Mail Service(s).

Click in the On How Many Lines column and then click the up arrow to select the number of lines affected by this Voice Mail Service(s).

The Usage Matrix area of the main screen summarize the services and options you previously selected. The Usage Matrix is display only; you cannot select or deselect any options here.

Click Add a line to Migrate on the button bar. Type the first WTN. For your convenience the box automatically fills with the area code and prefix (NPA/NXX) of the BTN you typed after logging in.

Click Add a line to Migrate on the button bar again. Type the second WTN, and then click OK.

Click Add a line to Migrate on the button bar again. Type the third WTN, and then click OK. Repeat step 15 and 16 to add the last two WTNs: (248) (248)

Important!! The Legal verbiage in the order states that by approving the order, the customer authorizes BullsEye Telecom to assume lines and services indicated on their Customer Service Records (CSRs). This means that if we find additional lines on the account, we will migrate those lines “As Is.” Please ensure that you have the most accurate WTN information associated with the BTN account. Your order will not calculate accurately if you do not list the appropriate BTN and WTNs in ROE.

Notice that the To Migrate information populates with the WTN telephone numbers you just added. If the customer is within the 340 LATA, you can click the ShortStop check box next to the line to include an inside wire maintenance agreement. The BTN appears green to differentiate it from the WTN(s).

If you notice that you have typed a Phone Number incorrectly, for example, you transposed a number, you can easily change it. Simply click the telephone number to open the Change Original Order Line Number box, retype the number, and then click OK.

You are through creating a new “As Is” order. Optionally, you can create an “As Specified” order. What’s the difference? “As Is” Orders “As Is” means that the line options that the customer originally had on their line(s) are the services they want to keep. “As Is” orders are, by nature, virtually error-free migrations. For this reason BullsEye Telecom recommends that you create “As Is” orders. “As Specified” Orders “As Specified” means that the customer wants to change line options. Because “As Specified” Orders increase the risk of service disruption to your customer, BullsEye Telecom highly recommends that you instead create “As Is” orders, and instruct the customer to change their line options after their service has been successfully migrated.

To modify the services related to the BTN or to any of the WTNs, right-click the telephone number and click Specify Options (As Specified).

Mark the check box related to the desired Call Management Services. To keep or add features, mark the checkbox. To discontinue a service that the customer currently has on the line, clear the checkbox.

Click Notes on the button bar to type an informational note to add to this order, and then click Update. Any text that you type for the note is included in the order that the customer receives. Customer ordered additional services on the first of the month. As stated in the header of this note box, do not include any pricing or promotion offers here. Doing so will reject the order. Proprietary and Confidential

Click View to review the order. Click the End Preview icon (the last icon on the toolbar) to close the preview window. Optionally, you can review a hard copy of the order by clicking Print on the button bar to print the order to your local printer. Watch out! Check the customer’s zip code. It should be 48202! Congratulations! You have found the error in our sample order. Click here to change the customer’s zip code.

Submitting an Order Submission Methods Overview
Submitting an order sends order information to the Voice Order Management (VOM) system. It also prepares the order for confirmation by the customer in one of three forms: Submission Method 1 – (Electronic LOA) Automatically s the customer using the “To” address as specified in the Contact address field. The customer accepts the order by clicking on a Web link in the and then entering the Accept Phrase when prompted. The sales person is CC’d on this . Submission Method 2 – (Hard copy) Prints the order to a local printer so that you can give it to the customer. The customer must sign the order and then return it to you. Mary, in order for the sales person to receive a copy of the that is sent to the customer, their address must be in the system. At last count George mentioned 300+ sales people for whom he did not have an address. You mentioned in our meeting that just the agents must have their address in the system at this point. Submission Method 3 – ( with PDF) Automatically generates the order in PDF (Portable Document Format), which is ed as an attachment to the customer. The customer opens the PDF order using the free Adobe Acrobat Reader, prints the order, signs it, and then returns it to you. The sales person is CC’d on this . Proprietary and Confidential

Submitting an Order Submission Method 1
To submit an order via submission method 1 (ELOA) Once you’ve created the order, click Submit on the button bar. NOTE: Remember, your PC must be connected to the Internet to submit an order.

In the Order Submission Options window, click 1.

Wait while the order is submitted. It may be helpful to make a note of the Telcare ID for future reference since it is one of the ways we track customers in the Submission Log and the BullsEye Telecom billing system. Click OK to continue. NOTE: You can validate that the order was submitted successfully by viewing the Submission Log.

Write down the Accept Phrase (in this example, “Trick”), and then click OK. You are finished submitting an order via submission method 1. NOTE: If you receive an error during the submission process, save the order so that you don’t lose any of the order information. Saving the order enables you to open it later. Possible errors that may occur include problems with your dial-up connection or other errors unrelated to ROE.

Submitting an Order E-mail - Submission 1
What does the sent to the customer and the sales agent look like?

Submitting an Order Web - Submission 1
What does the Web site look like? The customer types the Accept Phrase, here… … and then clicks Enter.

Submitting an Order The Order
Primary Contact Information: your name, , telephone, and fax What does the order look like? Customer’s name and address Legal Verbiage Notes, if any Line configuration options NOTE: The signature line does not appear on the order created by Submission Method 1. Acceptance of the order is electronic, therefore, a signature is not required.

Review of Submission Method 1 Upon clicking Submit, an is sent to the customer asking them to confirm the order. The customer receives a telephone call from you with the Accept Phrase. The customer clicks the Web link in the that takes them to a Web site. There they can preview the order and check it for accuracy. The customer types the Accept Phrase then clicks Enter. The order is automatically advanced to the next processing stage in the VOM (Voice Order Management) system. Submission Method 1 is the quickest method for submitting an order.

To submit an order via submission method 2 (hard copy) Once you’ve created the order, click Submit on the button bar.

Select printing options, and then click Start.

Wait while the order is submitted and is printed to your local printer. It may be helpful to make a note of the Telcare ID for future reference since it is one of the ways we track customers in the Submission Log and the BullsEye Telecom billing system. Click OK to continue. NOTE: You can validate that the order was submitted successfully by viewing the Submission Log.

Review the hard copy of the order, and then fax or mail it to the customer. Collect the customer-signed copy of the order and forward it to your sales support coordinator. You may want to make a copy of it for your own records. You are finished submitting an order via submission method 2.

Submitting an Order Hard Copy- Submission Method 2
Primary Contact Information: your name, , telephone, and fax What does the order look like? Customer’s name and contact information Legal Verbiage Notes, if any Line configuration options Signature Line NOTE: The signature line appears only on printed orders. You will not see the signature line while previewing the order online through ROE using the View button on the button bar.

Review of Submission Method 2 Upon clicking Submit, the order is printed to your local printer. You give the order to the customer. The customer reviews the order, checks it for accuracy, signs it, and then returns it to you. You submit your paperwork to your BullsEye Telecom Sales Administrator (Suzanne Toncar or Amy Johnsonbaugh). Once the Sales Administrator receives the signed paperwork, she will forward your order to the next provisioning queue.

To submit an order via submission method 3 ( with PDF) Once you’ve created the order, click Submit on the button bar.

In File name, specify a name for the PDF file attachment, and then click Save.

Your client automatically opens with the PDF attached. Click Send.

Wait while the order is submitted. It may be helpful to make a note of the Telcare ID for future reference since it is one of the ways we track customers in the Submission Log and the BullsEye Telecom billing system. Click OK to continue. NOTE: You can validate that the order was submitted successfully by viewing the Submission Log.

Collect the customer-signed copy of the order and forward it to your sales support coordinator. You may want to make a copy of it for your own records. You are finished submitting an order via submission method 3.

Submitting an Order PDF - Submission Method 3
What does the PDF look like? Once the customer opens the PDF file and views it with the Free Adobe Acrobat Reader, they print it, sign it, and return it to you. The PDF file looks exactly like the hard copy order we looked at earlier for submission methods 1 and 2. The customer will see the signature line on the printed copy of the PDF file.

Review of Submission Method 3 Upon clicking Submit, you send an to the customer with the order attached as a PDF file. The customer opens the PDF with the free Adobe Acrobat reader, and prints the order. The customer reviews the order, checks it for accuracy, signs it, then sends it back to you (via fax or snail mail). You submit your paperwork to your BullsEye Telecom Sales Administrator (Suzanne Toncar or Amy Johnsonbaugh). Once the Sales Administrator receives the signed paperwork, she will forward your order to the next provisioning queue.

Submitting an Order Submission Method Overview
For all three Submission Methods, the elapsed time since the order was submitted is tracked for you. After the fifth day you will receive a reminder so that you can follow-up with the customer, if necessary. Sample reminder for orders submitted through method 1. The order expires eventually, at a time “yet to be determined.” Sample reminder for orders submitted through method 2 or method 3. Proprietary and Confidential

Beyond the Basics ROE’s flexibility extends to additional functions that enable you to: Save an un-submitted order so that you can load it later. Change an order’s line configuration options before you submit. Update customer name and contact information before you submit. View a list of successfully submitted orders. Change your address or password. Use the NPA/NXX tool.

Beyond the Basics Save an Order
Once you create an order you can save it so that you can submit it later. You can save an un-submitted order at any point while you are creating it. However, you do not need to save an order before submitting it. To save an order While viewing your un-submitted order, click Save on the button bar.

Beyond the Basics Save an Order
In File name type a unique name for this order. Click Save. The default directory for the save order is C:\Program Files\ROE\PreOrders.

Beyond the Basics Load a Saved Order
After you save an order, as described in the previous procedure, you can load it into ROE so that you can continue working on it. To open a saved order Start ROE. Type your User Name and Password. Click Open a Saved Order. Optional: You can also load a saved order when ROE is already running. To do this simply click Open on the button bar.

Beyond the Basics Load a Saved Order
Highlight the order you want to open. Click Open. ROE opens with the selected order. You are finished loading an order.

Beyond the Basics Update Customer Information
While creating an order, you can easily change the customer’s address or contact information. Follow the procedure below to update this information. To update customer information On the button bar, click Address & Contact Info. Type over the information you want to change. Click Update. 48202 Update Complete! You have finished fixing the data entry error. You are now ready to submit the order.

Beyond the Basics Order Status Report
The submission log lists pertinent order information for each order that has been successfully submitted to BullsEye Telecom. You can assume that if an order that you attempted to submit does not appear here, that it was not successfully submitted. To view the submission log Click Submit Log on the button bar. View the log to obtain the desired information. Close the log by clicking the close button . The App ID column displays the BullsEye Telecom Telcare ID.

Once you submit an order using ROE, you can view its status in the VOM (Voice Order Management) system via a powerful order status tracking Web application called the ROE Status Report. The ROE Status Report Web site provides everything you need to know about an order’s status from submission to completion. NOTE: You must use Internet Explorer 5.5 or higher to view the ROE Status Reports. To download the latest version of Internet Explorer go to:

To view the status of an order Open Internet Explorer. Type in the address field. (For future reference, save this address as one of your Favorites.) Click the ROE Status Report Web Site link.

Type your Username and Password, and then click Submit.

The ROE Status Report window appears. All sales personnel appear in a hierarchy or “tree” according to your Username that you logged in with. You can expand or condense the tree as needed. Highlight the person for whom you want to generate a report, and then click the Generate Report button. For example, click to highlight Carol Lopez. Generate report button. To condense a portion of the tree, click the minus (-) sign. To expand a portion of the tree, click the plus (+) sign.

The report window appears, listing each of the submitted orders according to Agent Name and Company Name. Note the title of the report, “Carol Lopez’s team.” The orders that appear here are the orders that have been successfully submitted to the BullsEye Telecom Voice Order Management (VOM) system.

The Current Status column displays a visual representation of the progress of the order in the form of arrows. The next slide describes Current Status levels. Optional: You can print, create a PDF, or create an MS Word document of this screen by clicking the appropriate button. The LO/LP column displays the Lines Ordered and the Lines Provisioned.

The Current Status displays a visual representation of the progress of the order using the following symbols: Green arrows represent an order that is processing without errors. Progress is represented by up to 10 arrows. One arrow indicates that an order was just submitted. Ten arrows indicates that the order is nearly complete. A red bar indicates a snag in the processing of the order. A red X indicates that the order has been cancelled. A blue check mark indicates that the order is fully provisioned. The red bar indicates a pause or stop in the processing of an order. Usually this indicates that the order requires manual intervention of some sort. The red X indicates that the order was cancelled. Examples include BullsEye Telecom cannot provision the line (technical difficulties) and customer rejected proposal. A green check mark indicates a completed order, meaning BullsEye now owns the line. Proprietary and Confidential

Click one of the underlined Customer Names to view detailed status events. The picture below shows order status details for Syntex Solutions, Inc. Events are listed in reverse chronological order; the most recent event is at the top of the list.

To view a graph showing orders per agent From the View tab, select the top most part of the tree for which you want to create a graph. For example, to view a graph for John Smith’s team, select John Smith.

Click the Draw Chart button. View the chart to see the number of orders submitted for each sales person. Click the View tab to return to the list of agents. Draw chart button

To change your password or address From the View tab, select the name of the person associated with the password or address you want to change. For example, select John Smith. Click the Edit User Profile button. Edit User Profile

To change the address, click the check box and then type over the address. To change the password, click the Password check box, type your new password, and then type your new password again in Confirm Password. Click Submit. NOTE: Changing your password here affects your ROE log in password and your ROE Status Report password.

Beyond the Basics Use Reporting Tools
This NPA/NXX availability tool helps you to determine the underlying carrier of any telephone number. NOTE: This tool is accurate for most line information. However, if the line has moved to a facilities-based carrier, this database will not reflect the change but will instead reflect the original owner of the telephone number. To use the NPA/NXX tool On the toolbar, click the Tools for ROE button.

Click NPA NXX Ownership. Type the three-digit Area Code of the number you would like to check. Type the the three-digit Exchange Number.

Click Submit. The results display a record listing the State, CLLI Code and Owner.

Return to Sales (RTS) Process
Once a good order comes to BullsEye Telecom through ROE…. Provisioning conducts a Quality Check and a CSR pull and review Non-standard orders will drop out of the automatic provisioning process Voice Engineering (VE) will manage non-standard orders If possible, VE will address issue and get order back in flow

If VE can not address problem… Provisioning notifies the BullsEye Telecom Sales Administrator (Suzanne Toncar or Amy Johnsonbaugh) Sales Admin will communicate to Sales Agent Sales Agent resolves/works issue Sales Agent notifies BET Sales Admin of order disposition – even if it is notification to cancel the order, we need to know Sales Admin forwards details to Provisioning

Note that once an order is submitted in ROE, you are finished with ROE for that order… Any RTS activity is completed via the RTS process, you do not re-enter or resubmit anything through ROE.

What if I make a mistake? Mistakes
Notify your sales administrator of the changes you need to make. The sales administrator will notify Provisioning. If additional information is required to resolve the issue, you will be contacted.

What if I have a problem or question?
Support What if I have a problem or question? Quick Start Guide Your Channel Manager roe.bullseyetelecom.com

Continuous improvements and enhancements are being made
ROE Updates ROE automatically updates to the most recent version when you log-in via the Internet Continuous improvements and enhancements are being made Already working on additional features and automations

Questions We’re excited about Remote Order Entry and believe ROE will be an excellent tool in your SUCCESS! Any Questions?

Remote Order Entry (ROE)

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