CDR L1/L2 Training – CRM
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CDR Training – CRM
• Prerequisites
• CDR Architecture Quick View
• To Get Users Created/Updated In CRM
• To Get Main Locality/Sub locality Created In CRM
• First Time Logging in to CRM
• Order Progression and Integration Touch Points
• Frequently occurring errors and their resolution
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CDR Training – CRM
• Users should be aware URL of CRM Production Environment
• http://crm.sdc.bsnl.co.in/
• Users should have Login Details of CRM Production Environment for support user
• Oracle client should be installed at support systems
• Users should have Login Details of CRM Production Database
• Users should be aware of architecture CDR Project
• Users should be aware of all the scenarios in CRM
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CDR Training – CRM
CRM
Customer Mgmt
Order Mgmt
Assurance
Marketing &Sales
Product Management
Web Self Care
Analytics Reports
CDR Applications
OM
Inventory
Provisioning
Billing
Plans
Charging & Invoicing
PMS
Payments
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CDR Training – CRM
• Support group members should take request for User Creation/Updates from authorized BSNL person in proper format and create a Service Manager (SM)
Ticket for the same.
• SM Ticket Should have all the details regarding the user like
• First Name
• Last Name
• Employee Number
• Correct Role according to CDR (CSR,CO,AOTR etc..)
• Respective exchanges should be there for CO
• Respective Number Ranges should be there for AOTR
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CDR Training – CRM
• Main Locality/Sub locality should be unique across the different modules of
CDR
• SM Ticket Should be raised to create New Main locality/ Sub Locality .Ticket should have all the details like
• Main Locality
• Sub Locality
• Exchange Code (CDR Exchange Code)
• WLL Exchange Code
• PIN Code
• Exchange Type (Rural/Urban)
• Workgroup (Clarity)
• All request should be created for Clarity first. After completion in clarity it should be done in CRM
• Existing Main Locality / Sub locality Should Not be changed. New record should be created by adding meaningful suffix to existing one.
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CDR Training – CRM
• User should have Internet Explorer (IE) Version 6 or 7 (Preferably 6)
• Users should have admin login to the system for fist time CRM client login
• Siebel Hi Interactivity Client require ActiveX.
• Siebel Automatically download required files on first time login to the client.
• Go To Tools  Internet Options  Security  Internet  Custom Level
• Select ‘Enable’ for all the sub options in ‘ActiveX Controls and Plugins’
• Go To Tools  Internet Options  General  Settings  View Objects
• Delete all the files with name as Siebel or Hi interactivity (Don’t delete java
, jre files)
• Login to CRM client.
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CDR Training – CRM
What is your mobile number
& Best time to call?
Phone Line 1,2..
Broadband. ISDN.
Contact
What Customer is subscribed
Customer
Account
Our Customer.. Account Id is - 4004004001
Billing
Account
One Customer..
More Bill Accounts!
Account id :
1234567890
1234567891
One customer - Any number of addresses!
Installation address1, 2..
Billing address… Service
(product instance)
Trouble
Ticket
Phone dead.. Bill not correct..
Service
Request
Order
Landline,
Broadband, WLL,
ISDN ..
Line Items
Plans
Products
Pls help !
I want electronic bill..
New Phone/BB orders.. Change my plan.. Remove facility.. (Sales &
Service Orders)

CDR Training – CRM
• ‘Create Account’ in Customer Account  Billing Account
• Billing System (Kenan)
• ‘Available Numbers’ In Orders
• Inventory (Clarity)
• ‘Reserve Number’ In Orders
• Inventory (Clarity)
• ‘Accessory Check’ In Orders
• Inventory (Clarity)
• ‘Demand Note’ In Orders
• PMS
• ‘Submit Order’ In Orders
• EAI
• ‘Milestones’ In Orders
• EAI
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CDR Training – CRM
• ‘Submit’ / ‘Approve’ in Trouble Tickets
• EAI
• ‘Approve’ In Service Request
• EAI / Billing System (Kenan)
• BB Billed/Unbilled Usage
• Billing System (Kenan)
• CDR Details
• Billing System (Kenan)
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CDR Training – CRM
• Check Order Status and Milestones of the Order. If there is no Milestone and order status is
• Open: Order is not yet progressed by CSR
• Not Feasible : Number Availability or Number reservation got failed
• Submission In Progress : Check Order Date, Check Parent Order
• In Progress: Check with EAI
• If there are Milestones and order status is
• Open/ Not Feasible / Submission In Progress : Check Cancellation
Reason.
• In Progress: Check Milestones.
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CDR Training – CRM
• By installing the 917425 ( Internet Explorer ActiveX compatibility patch)
• Changing the Internet Explorer Settings
• Open Internet Explorer Window
• Click Tools menu  Internet Options  Click on Settings
• A new window will open change the setting called “ Check for new versions of stored pages ” to ‘ Automatically ’.
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CDR Training – CRM
• In CDR System, Demand Note will not be generated for annual plan. It always come in next bill.
• May be zero deposit scheme selected
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CDR Training – CRM
• CSR has raised a shift order, cancelled the shift order meanwhile the shift disconnection was completed. Then raised a new provision order, Demand
Note raised for this NPC order but for the shift connection subscriber no need to pay any amount. How to proceed for such kind of orders.
• For this kind of orders. Please follow the procedure:
If the Shift order was Cancelled, while raising NPC, In Order details Screen In
More Info Tab .
In Comments field please mention the reason for raising new order. In customize button Select Deposit Scheme as 'Zero Deposit'.
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CDR Training – CRM
• While creating Shift Across Exchange Order, when clicked on Available numbers getting alert as "Installation address and Billing Account Exchange type should be same".
• The Billing address and installation address type should be same , either the both fields should be in rural or urban.
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CDR Training – CRM
• While correcting data for ECS customer it is not allowing changing.
• For this CSR has to raise SR changing first to Cash and again SR for changing it back to ECS.
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CDR Training – CRM
• User Registration without Broadband
• User Request will be sent to Primary Web CSR of that Zone and Web
CSR has to approve the Request. So that User can login into the WSC
Portal.
• User Registration with Broadband
• User login directly once the Registration process is completed. User
Request need not to be approved by WEBCSR.
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Questions?
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Thanks
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