DIRECTV Connected Home
Work Order Training
May 5, 2010 V.1
1
DIRECTV Connected Home
• Introduction
– With the launch of Connected Home Multi-RoomViewing (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
2
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
Connected Home Guiding Principles
•
There are five (5) guiding principles to follow when
activating and closing Activities with or without MRV
Programming
1. Receiver DECA
• Every SWiM MRV compatible receiver installed (excluding
the H24 and HR24 receivers) must include a Receiver
DECA
2. Education
• During every SWiM installation, with MRV Programming or
No Programming, the technician must provide MRV product
education
4
DIRECTV Connected Home
Guiding Principles
3. Broadband DECA
• Every installation, with Internet, will include a Broadband
DECA OLI on the Order
4. Band Stop Filter
• Every SWiM non-MRV compatible receiver installed must
include a Band Stop Filter (BSF) OLI on the Order
5. SWiM
• Every MRV installation must be SWiM compatible
5
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 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 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 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 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 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 Home
New Connected Home Field Values
Field
Value
Description
Tech Action
Taken Value
Support Hardware
Swap
This value is selected by the technician
when swapping the Connected Home
Support Hardware components on a
Service Order.
Action
Required
Value
System Swapped
This value is a system generated value
used for Orders when the customer
upgrades to MRV programming.
Category
Values
SysAdded
Deleted
These category values display when Order
Line Items are added or deleted by the
system during the IRD activation process.
DIRECTV Connected Home
Compatible MRV Receivers
Receivers
SWiM
Compatible?
D10
D11
D12
No
No
Yes
R15
R16
R22
No
Yes
Yes
MRV
Compatible?
Standard SD
No
No
No
Standard Def DVR
No
No
Yes
Need DECA?
BSF?
N/A
N/A
N/A
N/A
N/A
Yes
N/A
N/A
Yes
N/A
Yes
No
N/A
Yes
Yes
Built-in
Yes
No
No
N/A
Yes
No
High Definition (HD)
H20
H21
H23
H24
Yes
Yes
Yes
Yes
HR20
Yes
No
Yes
Yes
Yes
High Definition DVR
Yes
See Note
HR21
HR22
HR23
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
No
No
No
HR 24
Y
Y
Built-in
No
Printed Work Orders
New Install #2
Former Install
Wireless Orders Resolution Codes
Resolution
Type
Group
Major Group
DECA Add
Service
Connected
Home
Installation
Quality
DECA Replaced
Service
Connected
Home
Equipment
Quality
Band Stop Filter Add
Service
Connected
Home
Installation
Quality
Band Stop Filter Replaced
Service
Connected
Home
Equipment
Quality
DECA Broadband Add
Service
Connected
Home
Installation
Quality
DECA Broadband Replace
Service
Connected
Home
Equipment
Quality
Triplexer Replace/Add
Service
Connected
Home
Equipment
Quality
Power Supply Replace DECA
Service
Connected
Home
Equipment
Quality
Cable Replaced Ethernet
Service
Connected
Home
Installation
Quality
Cable Reattached Ethernet
Service
Connected
Home
Installation
Quality
Customer Equip Comp/Router
Service
Customer
Issue
Customer Issue
Configure/Authorize MRV
Service
Connected
Customer Issue
Escalation Procedures
• Order Modification Group (OMG)
– As a field technician, you will call a DIRECTV specialty
group known as Order Modification Group or OMG (1888-785-5520) 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 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.
Assessment Review
Wireless Work Order Assessment
1. What “three” new fields display on the Order
for Connected Home?
a)
b)
c)
d)
e)
f)
Tech Action Taken
Mode
MAS Programming
Capability
Product Line
Compatibility
Wireless Work Order Assessment
2. One Band Stop Filter (BSF) is added for every
OLI on an Order.
– True
– False
Wireless Work Order Assessment
3. A Receiver DECA will not be added when an
HR24 is Activated.
– True
– False
Wireless Work Order Assessment
4. What are the new non-serialized OLIs which
could appear for a MRV Connected Home
Order?
a)
b)
c)
d)
e)
BS Filter
IRD HD/DVR COMBO
Receiver DECA
KA/KU LNB SWM 3
Broadband DECA
Wireless Work Order Assessment
5. Close all serialized OLI FIRST prior to
submitting non-serialized OLIs.
– True
– False
Wireless Work Order Assessment
6. A Capability field will populate on a printed
Work Order with ATSC = True in Local-intoLocal markets where the MPEG-4 local
channels are not received via the 99 and
103.
– True
– False
Wireless Work Order Assessment
7. Every MRV new installation will have SWiM
compatible Support Hardware OLIs on the
Order.
– True
– False
Wireless Work Order Assessment
8. Why would a BS Filter OLI appear on
the Work Order?
a) BS filters are required when an IRD is not
SWiM compatible.
b) BS Filters are included for "Potential" SWiM
non-MRV compatible IRDs
c) As support hardware for the customer’s
internet
d) To support a SWiM installation
Wireless Work Order Assessment
9. Which “3” IRDs are SWiM compatible and
require a BANDSTOP FILTER. Check all that
apply.
a)
b)
c)
d)
e)
f)
g)
h)
i)
H20
R15
H21
R22
D10
D11
HR24
R16
D12
Wireless Work Order Assessment
10. A RECEIVER DECA OLI will be added to every
MRV Compatible Order?
– True
– False
Wireless Work Order Assessment
11. If the Mode and Compatibility fields reflect the
following on a Printed Work Order, what
should the technician do? Check all that
apply.
a)
b)
c)
d)
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 Assessment
12. The Siebel system will add or delete nonserialized OLIs based on the type of IRD
activated.
– True
– False
Wireless Work Order Assessment
13. If the Mode, Compatibility and
Capability fields reflect the
following on a Printed Work
Order, what should the technician
do?
a)
b)
c)
d)
e)
f)
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 Assessment
14. A BROADBAND DECA OLI appears if the
customer chose Internet.
– True
– False
Wireless Work Order Assessment
15. 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