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DIRECTV Connected Home Work Order Training May 5, 2010 V.1. DIRECTV Connected Home. Introduction With the launch of Connected Home Multi-Room-Viewing (MRV) product, new Fields and Order Line Items appear on the printed Work Order

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Directv connected home work order training may 5 2010 v 1

DIRECTV Connected HomeWork Order TrainingMay 5, 2010 V.1


Directv connected home
DIRECTV Connected Home

  • Introduction

    • With the launch of Connected Home Multi-Room-Viewing (MRV) product, new Fields and Order Line Items appear on the printed Work Order

    • These changes are necessary to accommodate the programming and support hardware required to successfully install and activate the Connected Home MRV product

    • This document explains the new Order components and provides a high-level look at the changes to the printed Work Order


Directv connected home1
DIRECTV Connected Home

  • Prerequisites

    • This material is part of the Connected Home Certification course and is intended for users who have successfully completed the Connected Home Installation course


Introduction
Introduction

Connected Home Guiding Principles

There are five (5) guiding principles to follow when activating and closing Activities with or without MRV Programming

Receiver DECA

Every SWiM MRV compatible receiver installed (excluding the H24 and HR24 receivers) must include a Receiver DECA

Education

During every SWiM installation, with MRV Programming or No Programming, the technician must provide MRV product education

4


Directv connected home2
DIRECTV Connected Home

Guiding Principles

Broadband DECA

Every installation, with Internet, will include a Broadband DECA OLI on the Order

Band Stop Filter

Every SWiM non-MRV compatible receiver installed must include a Band Stop Filter (BSF) OLI on the Order

SWiM

Every MRV installation must be SWiM compatible

REBBS

5


Directv connected home3
DIRECTV Connected Home

New Order Components

  • There are three new fields that display in the OLI Details screen

    • Mode: Use this field to identify whether the customer ordered MRV programming. The system displays either basic, programming or noprogramming

When the Mode field displays basic the customer did not order HD equipment. However, if the technician installs an H24 or HR24 IRD the system will require you to add the required MRV equipment to all other IRDs on the account.


Directv connected home4
DIRECTV Connected Home

  • New Fields (Cont’d)

    • Compatibility: Use this new field to determine if the Account is MRV, SWiM and MPEG4 compatible. The system displays:

      • MRV: programming or noprogramming

      • SWiM: True or blank

      • MPEG-4: True or will not appear in non-MPEG-4 markets

The MPEG-4 value is for informational purposes letting you know the local channels are broadcast in high definition in the market area.


Directv connected home5
DIRECTV Connected Home

New Order Components

  • New Fields (Cont’d)

    • Capability: A Capability field will populate on a printed Work Order with ATSC = True in Local-into- Local markets where the MPEG-4 local channels are not received via the 99 and 103.

      • The Siebel system will auto-add an AM21 OLI to the Order upon activation of an IRD without a built-in tuner

Important Note: Upon activation of a receiver, the Siebel system auto-checks the receiver’s back-end Compatibility and Capability criteria and adds the required additional OLIs.


Directv connected home6
DIRECTV Connected Home

New Order Components

  • New Order Line Items (OLIs)

    • Every SWiM MRV compatible receiver installed (without a built-in DECA), requires a Receiver DECA. Once an IRD is submitted and closed the Siebel system automatically determines if the receiver is MRV compatible or non-MRV compatible and adds the required RECEVER DECA to the Order.

      • Note: H24 and HR24 IRDs have a built-in DECA. If you install one of these IRDs, a Receiver DECA OLI will not be added.

Receiver DECA


Directv connected home7
DIRECTV Connected Home

New Order Components

  • New Order Line Items (OLIs)

    • For every MRV installation, with Internet, a Broadband DECA OLI displays on the Order. If the customer does not order Internet the new Broadband DECA OLI will not display.

      • Note: The Broadband DECA displayed above will be available summer of 2010. If this device is not available in your area, install a Receiver DECA in its place with a power supply at the Router.

Broadband DECA

Requires a Power Supply


Directv connected home8
DIRECTV Connected Home

New Order Components

  • New Order Line Items (OLIs)

    • For every IRD Standard or IRD DVR added to the Order, a Band Stop Filter (BSF) OLI displays.

    • Once an IRD OLI is submitted and closed, the Siebel system determines if the receiver is SWiM and MRV compatible or non-MRV compatible and automatically deletes the unnecessary BSF OLIs depending on the Order scenario.

Band Stop Filter



Directv connected home10
DIRECTV Connected Home

Compatible MRV Receivers






Escalation procedures
Escalation Procedures

  • Order Modification Group (OMG)

    • As a field technician, you will call a DIRECTV specialty group known as Order Modification Group or OMG (1-888-785-5520) to modify Residential Work Orders when necessary. Only call OMG when you are at the customer’s home, pre-activation, and the Work Order needs to be changed.


Escalation procedures1
Escalation Procedures

  • Dispatch

    • As a field technician you will call Dispatch to assist with work order modifications. You should also call Dispatch to resolve failed order line item errors when activating Orders via your handheld device. Dispatch will create an Internal Service Request (ISR) to request assistance from one of the following groups:

      • Work Order Integrity (WOI). An ISR is created for WOI assistance when a work order modification is needed “post activation,” such as line item add, delete, relocate, or an existing equipment swap from the order.

      • Field Operations System Support (FOSS). An ISR is created for FOSS assistance to ensure all required failed line items on the order are successfully closed.



Wireless work order assessment
Wireless Work Order Assessment

  • What “three” new fields display on the Order for Connected Home?

    • Tech Action Taken

    • Mode

    • MAS Programming

    • Capability

    • Product Line

    • Compatibility


Wireless work order assessment1
Wireless Work Order Assessment

  • One Band Stop Filter (BSF) is added for every OLI on an Order.

    • True

    • False


Wireless work order assessment2
Wireless Work Order Assessment

  • A Receiver DECA will not be added when an HR24 is Activated.

    • True

    • False


Wireless work order assessment3
Wireless Work Order Assessment

  • What are the new non-serialized OLIs which could appear for a MRV Connected Home Order?

    • BS Filter

    • IRD HD/DVR COMBO

    • Receiver DECA

    • KA/KU LNB SWM 3

    • Broadband DECA


Wireless work order assessment4
Wireless Work Order Assessment

  • Close all serialized OLI FIRST prior to submitting non-serialized OLIs.

    • True

    • False


Wireless work order assessment5
Wireless Work Order Assessment

  • A Capability field will populate on a printed Work Order with ATSC = True in Local-into- Local markets where the MPEG-4 local channels are not received via the 99 and 103.

    • True

    • False


Wireless work order assessment6
Wireless Work Order Assessment

  • Every MRV new installation will have SWiM compatible Support Hardware OLIs on the Order.

    • True

    • False


Wireless work order assessment7
Wireless Work Order Assessment

  • Why would a BS Filter OLI appear on the Work Order?

    • BS filters are required when an IRD is not SWiM compatible.

    • BS Filters are included for "Potential" SWiM non-MRV compatible IRDs

    • As support hardware for the customer’s internet

    • To support a SWiM installation


Wireless work order assessment8
Wireless Work Order Assessment

  • Which “3” IRDs are SWiM compatible and require a BANDSTOP FILTER. Check all that apply.

    • H20

    • R15

    • H21

    • R22

    • D10

    • D11

    • HR24

    • R16

    • D12


Wireless work order assessment9
Wireless Work Order Assessment

  • A RECEIVER DECA OLI will be added to every MRV Compatible Order?

    • True

    • False


Wireless work order assessment10
Wireless Work Order Assessment

  • If the Mode and Compatibility fields reflect the following on a Printed Work Order, what should the technician do? Check all that apply.

    • Educate the customer on MRV Programming

    • Be aware the IRDs to be installed are SWiM compatible

    • Do not install MRV Support Hardware

    • Install MRV Support Hardware


Wireless work order assessment11
Wireless Work Order Assessment

  • The Siebel system will add or delete non-serialized OLIs based on the type of IRD activated.

    • True

    • False


Wireless work order assessment12
Wireless Work Order Assessment

  • If the Mode, Compatibility and Capability fields reflect the following on a Printed Work Order, what should the technician do?

    • Educate the customer on MRV Programming

    • Install one AM21 Off Air Antenna for the three IRDs being installed

    • Be aware the IRDs to be installed are SWiM compatible

    • Do not educate the customer on MRV Programming

    • Install one RECEIVER DECA for each MRV Compatible IRD being installed (without a built-in DECA)

    • Install an AM21 Off Air Antenna for the IRD-DVR if the IRD does not have the tuner built-in


Wireless work order assessment13
Wireless Work Order Assessment

  • A BROADBAND DECA OLI appears if the customer chose Internet.

    • True

    • False


Wireless work order assessment14
Wireless Work Order Assessment

  • When a technician has a Service Activity and the customer’s BROADBAND DECA needs to be replaced, the technician will need to add a new BROADBAND DECA OLI to the Order.

    • True

    • False


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