Connected Home Work
Order Training for
Technicians Participant
Workbook
Version 1.0
May 5, 2010
Table of Contents
DIRECTV Connected Home ................................................................................................................... 3 Introduction ............................................................................................................................................ 3 Prerequisites ........................................................................................................................................... 3 Connected Home Guiding Principles ..................................................................................................... 3 New Orders Components ....................................................................................................................... 4 Compatible MRV Receivers .................................................................................................................. 7 Viewing Connected Home Printed Work Orders ................................................................................... 7 Resolution Code ................................................................................................................................... 17 Escalation Procedures .......................................................................................................................... 18 Copyright © 2010 DIRECTV. Unpublished work. All rights
reserved. All materials are proprietary and confidential.
Technology information released after March 2010 may not be
included in the material.
Notes
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
Detail
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Notes
Detail
DIRECTV Connected Home
Introduction
With the launch of Connected Home Multi-Room-Viewing
(MRV) 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.
It is important to remember every MRV installation must be
SWiM compatible and utilize the SWiM LNBs and Modules.
This document explains the new Order Components and
provides high-level look at the changes to the printed Work.
Prerequisites
This document is part of the Connected Home Certification
course and is intended for users who have successfully
completed the Connected Home Installation course.
Connected Home
Guiding Principles
There are five (5) guiding principles to follow when activating
and closing Activities with or without MRV Programming.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
•
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 MRV Programming, the technician must provide
MRV product education.
•
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.
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DIRECTV Connected Home, continued
New Orders
Components
Below is a list of new Fields and Order Line Items (OLIs)
which now appear with Connected Home Work Orders.
New Fields
There are three new fields which display in the OLI details
screen Mode, Compatibility and Capability.
•
•
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.
Regardless whether the Compatibility
Field displays programming or
noprogramming, MRV Support
Hardware OLIs will populate on the
Order.
•
The Compatibility field will not display
MPEG-4 in non MPEG-4 markets.
•
MPEG-4 is for informational purposes
letting you know the local channels
are broadcast in high definition.
•
In MPEG-4 markets where local are
received via the 99° and 103°, ATSC
will not appear, or the Capability field
displays blank.
•
Important Note: Upon activation of a
receiver, the Siebel system autochecks the receiver’s back-end
Compatibility and Capability criteria
and adds the required additional
OLIs. The OLI will fail if the criterion is
not met for the market area.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
• Mode
The Mode field is used to identify whether the customer
ordered MRV programming. The system displays either
basic, programming or noprogramming.
• Compatibility
The Compatibility field is used to determine if the Account is
SWiM, MRV, and MPEG-4. The system displays MRV:
programming or noprogramming, SWiM: True or blank
and MPEG-4: True.
• Capability
A Capability field will populate on a printed Work Order with
ATSC = True in Local-into- Local markets where the MPEG4 local channels are not received via the 99° and 103°. In
these markets an Off Air Antenna is required. Additionally,
the Siebel system will auto-add an AM21 OLI to the Order
upon activation of an HD IRD without a built-in Tuner.
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DIRECTV Connected Home, continued
New Orders
Components,
continued
New MRV Non-Serialized Order Line Items (OLIs)
• Receiver DECA
Every SWiM and MRV compatible receiver installed (without
a built-in DECA), requires a Receiver DECA OLI. Once an
IRD OLI 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 OLIs.
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.
•
The Broadband DECA displayed will
be releases for use in May, 2010.
Prior to May, the Receiver DECA unit
should be used with a power supply.
New MRV Non-Serialized Order Line Items (OLIs)
• Broadband DECA
For every 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 below 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.
Requires a
Power Supply
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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DIRECTV Connected Home, continued
• Band Stop Filter
New Orders
Components,
For every IRD Standard or IRD DVR added to the Order, a
Band Stop Filter (BSF) OLI displays.
continued
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.
DIRECTV
LoRF DHN Equip.
Band Stop Filter
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.
NOTES:
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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DIRECTV Connected Home, continued
Compatible MRV
Receivers
The chart below outlines the SWiM and MRV compatible
receivers.
Receivers
SWiM
Compatible?
MRV
Compatible?
Need
DECA?
BSF?
Standard SD
D10
No
No
N/A
N/A
D11
No
No
N/A
N/A
D12
Yes
No
N/A
Yes
Standard Def DVR
The H24 and HR24 have a
built-in DECA: (DIRECTV
Ethernet to Coax Adapter)
R15
No
No
N/A
N/A
R16
Yes
No
N/A
Yes
R22
Yes
Yes
Yes
No
High Definition (HD)
NOTE: You must connect a
“BSF” between the HR20100’s Sat 1 tuner port and the
SWiM compatible 2 way
splitter (non-powered port).
If the BSF is not on the Order,
follow the escalations
procedures.
Any unique order scenarios
reference the Connected
Home Policy and Procedures
document.
H20
Yes
No
N/A
Yes
H21
Yes
Yes
Yes
No
H23
Yes
Yes
Yes
No
H24
Yes
Yes
Built-in
N/A
High Definition DVR
HR20
Yes
Yes
Yes
No
See Note
HR21
Yes
Yes
Yes
No
HR22
Yes
Yes
Yes
No
HR23
Yes
Yes
Yes
No
HR24
Yes
Yes
Built-in
N/A
On any SWiM Activity (Install or Upgrade), legacy receivers
cannot be used. Therefore, when SWiM is installed, you cannot
install a D10, D11 or R15.
Viewing Connected
Home Printed Work
Orders
The next few pages provide a look at the Connected Home
Printed Work Orders for Installs, Upgrade, Former and Service
Activities.
Remember REBBS, the five Connected Home Guiding
Principles!
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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DIRECTV Connected Home, continued
Connected Home
Printed Work
Orders, continued
•
Even if this Work Order were to
display MRV: noprogramming, the
same MRV Support Hardware would
be required.
•
There is a cost associated with MRV
programming and upgrades.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
New Install with Two IRDs (Customer order MRV and has
Internet)
This New Install Order shows two IRD-HD/DVR COMBO,
IRDs and one Broadband DECA. If an H24 or HR24 IRD is
installed a Receiver DECA is not required. All other IRDs
require a Receiver DECA.
As a technician, you will need to ensure you have the proper
MRV Support Hardware on your truck. In the example Work
Order below, you would need at least two Receiver DECA units
and one Broadband DECA.
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DIRECTV Connected Home, continued
Connected Home
Printed Work
Orders, continued
New Install with Two IRDs (Customer did not order MRV
and does not have Internet)
This New Install Order shows two IRD-HD/DVR COMBO
IRDs. If an H24 or HR24 IRD is installed a Receiver DECA is
not required. All other IRDs require a Receiver DECA. Also, if
a customer does not have Internet, no Broadband DECA is
required.
As a technician, you will need to ensure you have the proper
MRV Support Hardware on your truck. In the example Work
Order below, you would need at least two Receiver DECA units.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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Detail
DIRECTV Connected Home, continued
Connected Home
Printed Work
Orders, continued
New Install with three IRDs (Customer did not order MRV
and does not have Internet)
This New Install Order shows one IRD-Standard and two IRDKA/Ku receivers. Both IRD KA/KU receivers will require a
Receiver DECA. Receiver DECA OLIs will be added to the
Order once the IRDs are activated. The IRD-Standard requires a
BS Filter. Also, if a customer does not have Internet, the
Broadband DECA is not required.
As a technician, you will need to ensure you have the proper
MRV Support Hardware on your truck. In the example Work
Order below, you would need at least two Receiver DECA units
and one Band Stop Filter.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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Detail
DIRECTV Connected Home, continued
Connected Home
Printed Work
Orders, continued
Upgrade New IRDs (Customer order MRV and has
Internet)
This Upgrade Order shows one IRD-DVR, one IRD-Standard,
one Broadband DECA and two BS Filters being installed.
Depending on the IRD-DVR product installed, the system may
auto-delete one of the BS Filters.
As a technician, you will need to ensure you have the proper
MRV Support Hardware on your truck. In the example Work
Order below, you would need at least two Band Stop Filters, a
Broadband DECA and a possible Receiver DECA, depending on
the IRD installed.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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DIRECTV Connected Home, continued
Connected Home
Printed Work
Orders, continued
Upgrade Swap Replace (Customer did not order MRV and
does not have Internet)
This Upgrade Swap Order has five OLIs. One new IRDHD/DVR Combo, Second Line DVR for tracking and three
existing IRDs.
As a technician, you will need to ensure you have the proper
MRV Support Hardware on your truck. In the example Work
Order below, you would need one possible Receiver DECA,
depending on when the original H23 was installed (i.e., pre
3/17/2010), or whether you install an HR24.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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DIRECTV Connected Home, continued
Connected Home
Printed Work
Orders, continued
Former Install (Customer did not order MRV and does not
have Internet)
This Former Install includes existing non-serialized Support
Hardware OLIs and existing serialized OLIs.
As a technician, you will need to ensure you have the proper
MRV Support Hardware on your truck. In the example Work
Order below, The customer should have the MRV Support
Hardware displayed on the Order. However, you will need to
ensure you have the same MRV Support Hardware on your
truck incase the components are missing or not working.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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Detail
DIRECTV Connected Home, continued
Connected Home
Printed Work
Orders, continued
Service Order (Customer has MRV and Internet)
This Service Order displays the existing serialized IRDs;
however, it does not display the MRV Support Hardware.
The Work Order does display MRV Programming in the
Compatibility field. You will need to ensure you have MRV
Support Hardware on your truck incase the components are not
working.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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DIRECTV Connected Home, continued
Connected Home
Printed Work
Orders, continued
Let’s discuss this printed Upgrade Work Order.
Notice the SWiM Flag displays N, the Compatibility SWiM
field displays True and Line #6 displays Multi-Switch SWM 8.
With a Connected Home Upgrade- System Swap Order, the
Siebel system will auto-populate the existing IRD Access Card #
information in the new line item’s Swap Access Card # field.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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DIRECTV Connected Home, continued
Connected Home
Printed Work
Orders, continued
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
Let’s discuss this printed Install Work Order.
Notice this Work Order is being installed at an apartment
complex. Also notice the Compatibility area of the Work Order
displays MPEG-4= true and Capability displays ATSC= true.
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DIRECTV Connected Home, continued
Resolution Codes
Resolution
Type
DECA Add
Service
DECA Replaced
Service
Band Stop Filter Add
Service
Band Stop Filter Replaced
Service
DECA Broadband Add
Service
DECA Broadband Replace
Service
Triplexer Replace/Add
Service
Power Supply Replace DECA
Service
Cable Replaced Ethernet
Service
Cable Reattached Ethernet
Service
Customer Equip Comp/Router
Service
Group
Connected
Home
Connected
Home
Connected
Home
Connected
Home
Connected
Home
Connected
Home
Connected
Home
Connected
Home
Connected
Home
Connected
Home
Customer
Issue
Configure/Authorize MRV
Service
Connected
Major Group
Installation
Quality
Equipment
Quality
Installation
Quality
Equipment
Quality
Installation
Quality
Equipment
Quality
Equipment
Quality
Equipment
Quality
Installation
Quality
Installation
Quality
Customer
Issue
Customer
Issue
Resolution Codes as of 03/09/2010
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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DIRECTV Connected Home, continued
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.
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.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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New Values and Fields
Connected Home Non-Serialized Products
PRODUCT LINE
PRODUCT
Description
MRV
HARDWARE
BS FILTER
Product will be used when a Standard or non compatible DVR receiver
is installed.
MRV
HARDWARE
RECEIVER
DECA
Product will be used when a non-integrated MRV compatible receiver
is installed.
Upon successful activation of the receivers, the system will validate MRV compatibility. Based on that,
the system may add or delete MRV Hardware product lines as needed.
INTERNET
HARDWARE
BROADBAND
DECA
Product will be used when a customer requests an Internet Connection
Kit.
Tech Action Taken
Action
Required
Order Sub
Type
Description
Support Hardware
Swapped
Null
Service
TAT will be used to swap out nonserialized assets.
Receiver Swap
System Swap
Upgrade /
Movers
Action required will be used when existing
receivers are non SWiM compatible.
Category
Order Sub
Type
Description
SysAdded
All
Will be used when system determines a BS Filter or Receiver DECA is needed.
Deleted
All
Will be used when he system determines MRV Support Hardware is not needed
•
•
•
Compatibility – The values in this field are based on the OMS order and displayed on the Order applet.
Mode – This value is based on the Compatibility values and displayed on the Order applet.
Capability – Value is based on the Order Line item and displayed at the OLI level.
COMPATIBILITY
MRV - No Programming
SWiM - True
MODE
Description
No Programming
MRV ready; not subscribed to MRV programming.
Programming
MRV ready; subscribed to MRV programming.
MRV - Programming
SWiM - True
IS NULL
Basic
SWiM - True
Basic
MPEG-4 - True
Basic
Not MRV ready; no MRV programming available.
CAPABILITY
Description
ATSC - True or
NULL
When ATSC - if a receiver is installed without a built-in antenna, the system will add
an AM21 OLI.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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