PTCL CRM Phase II Wave Demand-Draft Document v1 1

Design Document Demand Note
Wave-II - PTCL CRM Project Phase-II
Table of Contents
SIGN OFF.................................................................................. 2
DOCUMENT HISTORY.................................................................3
Version History.............................................................................................. 3
Reference Documents....................................................................................4
DEFINITIONS, ACRONYMS, AND ABBREVIATIONS.........................5

Definitions.................................................................................................... 5
Acronyms, and Abbreviations.........................................................................6
LEGEND.................................................................................... 8
SCOPE OF THIS DOCUMENT........................................................9
ASSUMPTIONS AND CONSTRAINTS.............................................9
OVERVIEW..............................................................................10
PAYMENT MODE.......................................................................10
MULTIPLE PRINT......................................................................11
TEMPLATE............................................................................... 11
ORDER CHANNEL.....................................................................12
INTEGRATION:.........................................................................12
PTCL-IBM Confidential
Copyright 2016 All Rights Reserved
Sign off
Signing this document records your agreement to the contents of the document, and confirms that the
remainder of the project can proceed.
Name
Designation
Date
Signature
Document History
Version History
Version
Initial
note
Date
Author (s)
29-April-2015 Jehanzeb
Summary of Changes
Initial Document
V1.0
V1.1
V1.2
V1.3
Reviewer(s)
Reference Documents
Document Name
Document
Status
Document Description
PTCL
CRM
Customer
Hierarchy v1.0.PDF
Approved
This document describes the Model for Customer

Account Hierarchy which is implemented.
Solution Design Document Siebel Account Management

v1.7.PDF
Approved
This document describes the implementation of

customer account hierarchy in Siebel CRM.
To Be Document - PSTN v5.0
Approved
This document describes

processes for PSTN.
the
TO-BE
design
PSTN TO-BE Process Document

To Be Document Consumer
Broadband v2.0
Approved
This document describes the TO-BE

processes for Consumer Broadband.
design
To Be Document IPTV v3.1
Approved
This document describes

processes for IPTV.
design
Functional
Design
Specification Document for
Inventory
&
Workforce
Management v2.8
Approved
This document describes the Network, Physical,

Logical Inventory as well as workforce design models.
Solution Design Document Order Management Processes

v2.3
Approved
This document describes the order management

processing which is implemented in wave-I.
PTCL Product Model Design

Specifications v1.5
Approved
This document describes the commercial product

catalogue model for commercial product.
the
TO-BE
Definitions, Acronyms, and Abbreviations

This section provides the definitions of all terms, acronyms, and abbreviations used in this document.
Definitions
Customer
The Customer buys products and services from the enterprise or

receives free offers or services. A customer may be a person or a
business.
Product
Product is what an entity (supplier) offers or provides to another entity

(customer). Product may include service, processed material, software
or hardware or any combination thereof. A product may be tangible
(e.g. goods) or intangible (e.g. concepts) or a combination thereof.
However, a product ALWAYS includes a service component.
Service
Services are developed by a service provider for sale within Products.

The same service may be included in multiple products, Discounted
differently, with different pricing, etc.
Resource
Resources represent physical and non-physical components used to

construct Services. They are drawn from the Application, Computing
and Network domains, and include, for example, Network Elements,
software, IT systems, and technology components.
Process
A PROCESS describes a systematic, sequenced set of functional

activities that deliver a specified result. In other words, a PROCESS is
a sequence of related activities or tasks required to deliver results or
outputs.
Subscriber
The Subscriber is responsible for concluding contracts for the services

subscribed to and for paying for these services.
User
Point of No
Return
Bundle
The person who is authorized to use the system.
Point of No Return is usually the point where order cannot be modified

and/or cancelled. Here issuance of customer order will be considered
Point of no return.
Offering several products for sale as one combined product
Acronyms, and Abbreviations

BSS
Business Support System
CNIC
Computerized National Identity Card
CRM
Customer Relationship Management
CRBT
Caller Ring back Tone
DC
Distribution Cabinet
DOB
Date of Birth
DP
Distribution Point
eTOM
enhanced Telecom Operations Map
HCM
Human Capital Management
ITR
Islamabad Telecom Region
IVR
Interactive Voice Response
KPI
Key Performance Indicator
MDF
Main Distribution Frame
MSAG
Multi-service access gateway
MSAN
Multi-service access Node
NADRA
National Database and Registration Authority
NE
Network Element
NTN
National Tax Number
OLT
Optical Line Terminal
ONU
Optical Network Unit
OSP
Out Side Plant
PCO
Public Call Office
POS
Permanent Out of Service
PSTN
Public Switch Telephony Network
SID
Shared Information & Data Model
SMS
Short Messaging Service
STD
Standard Trunk Dialing
TM Forum
Tele-Management Forum
TOS
Temporary Out of Service
VDSL
Very High Bit Rate Digital Subscriber Line
VAS
Value ADNed Service
VMS
Voice Messaging Service
FAT
Fiber Access Terminal
AP
Access Point
SFU
Single Family Unit
STB
Set Top Box
CO
Central Office
DN
Demand Note
WFRA
Waiting for Resource Allocation
OTC
One Time charges.
Legend
Following describes the symbols used in this document.
Name
Symbol
Activity
Description
This is a task. In other words an activity that
cannot be broken into finer units in the
process.
EmbeDNed
process
Sub-
An embeDNed sub-process is an activity that

includes a process within it. The plus sign
indicates that this is a collapsed sub-process.
The minus sign indicates that the sub-process
is expanded.
Linked
process
Sub-
The link indicator in the bottom left of an

activity indicates that this activity is linked to an
outside process. It is best to use the linked
sub-process if it is going to be used in different
processes or multiple times in the same
process.
User Task
A user task is one where a person performs a

key part of the step in a process.
Service Task
A service task is one that uses some type of

automated logic or integration.
Conditional
gateway
This gateway indicates a point in the process

where the flow can take one or more
alternative paths. This is an exclusive decision
where only one path can be chosen during
runtime.
Start Event
The start event symbol is used to mark the

beginning of a process. A process can only
have one start event.
End Event
Marks the ending point of a process. A process

can have multiple end events.
Scope of this document

This document is based on wave-I design models. However, in case of any change in these models
and/or design will be mentioned in this document. This document will describe the other charges
/miscellaneous charges process only.
Assumptions and Constraints
Integrations are subject to availability and capability of target systems interfaces.
Current network infrastructure must support the TO-BE business process and business rules.
Any change in common requirements, which were written in all previous TO-BE documents, will
be considered for all TO-BE documents.
Existing Product Catalogue and Network inventory structure will be used to incorporate Change
Password Process.
This feature will be under exercise of concern users only
This feature will be available only for New, Modify and Shift orders
End user will use the interface properly.
End user will make sure to enter correct charges or modify properly.
Only numeric values will be allowed to enter in charges field.
DN generation for first month bill is not required
DN template is designed by IBM as DN template was not provided, however minor changes will
be allowed till final testing.
GST 16.5% used for OTC charges. However, would be configurable in system and can easily be
changed from CRM UI.
Overview
Demand note requires when PTCL ask customer(s) for payment before service activation up to
WFRC step in Maximo. This service can be exercise in CRM payment mode option is Counter, if not
then CRM allows to change payment mode to Counter. Demand note will have basic details of
customer(s) and orders along with all one time charges OTC.
Print option of DN will also be available till WFRC (Waiting for Resource Allocation) step.
In CRM button will be available to print Demand Note. Customer will press the Demand note button,
system will generate DN as per the end user(s) system printer configuration. System will only store
and print the final / last modified information of charges E.g. Installation charges is 1500 but user
modified to 100 mean system will save 100 amount instead of 1500 PKR. The same will be follow
for other OTC if any. Charges can be modified up to WFRC stagebefore submission of orders only, in
later phases only print option will be available to end user(s).
CRM will not share charges with billing if payment type selected Counter. Drop wire / other charges
will be treated through Service Request as a separate process. Other charges has no relation with
DN.
Payment Mode
If demand note required payment, payment mode must be counter.
Multiple Print
End user will be allow to take print of demand note multiple times. Template of demand note is
available in document.
Template
Demand Note template is as below, fields can be add / remove as per agreement between PTCL and
IBM and subject to availability of information available in CRM.
Pakistan Telecommunication Company Limited

Demand Note
Customer Information
Credential
Customer Name
Jehanzeb
Nature of Business
Email
Other
Jehanzeb@hotmail.com
Address
Phone /Cell
CNIC173015656183-2
Nelum Road, G-9/4,
Islamabad
3335242777
Order Information
Order Number
Request Type
1-122222222
New / Modify/Shift
Product Address
Nelum Road, G-9/4,

Islamabad
Qadeer chowk Road, G-9/1,
Islamabad
1-23344
Billing Address
Account Number
Product
Connectio
n Type
PSTN,BB
Private 01
Order Date
29-04-2015
CRM User
Exchange
CRM.Live2
F-8
One Time Charges Information

Installation
Charges 1
Installation
Charges-2
Equipment
/Hardware Charges
1500 PKR
2500 PKR
GST @ 16.5 %
660 PKR
Total
41600 PKR
Terms:
Order Channel
System will allow to print Demand Note no matter orders is booked from phone-in, walk-in or Web-In.
Counter option must be selected before the order submission if Demand Note required. Channel can
be changed after submission of order.
Integration:
CRM will share 0 charges w mean no charge with billing, if counter / demand note option is
selected.
Demand Note confirmation

Demand note confirmation is required after deposit by customer. PTCL team also requested to enter
the charges available on DN and system has to cross check the information. If charges are ok then
system should allow to process the order otherwise prompt with message and stop the orders from
further processing.
MISSING POINTS:
1. Region would like to Enter Demand note up to WFRC step

2. System shall not allow to complete the Order of Demand note till following pre requisites are
complete by end user:
a) End user to click Check box I confirm that DN amount matches with Order Amount
b) Shows Demand Note Amount along with Check Box.

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Design Document Demand Note

Wave-II - PTCL CRM Project Phase-II

DEFINITIONS, ACRONYMS, AND ABBREVIATIONS.........................5

Copyright 2016 All Rights Reserved

Copyright 2016 All Rights Reserved

Copyright 2016 All Rights Reserved

This document describes the Model for Customer

Solution Design Document Siebel Account Management

This document describes the implementation of

To Be Document - PSTN v5.0

This document describes

PSTN TO-BE Process Document

This document describes the TO-BE

To Be Document IPTV v3.1

This document describes

This document describes the Network, Physical,

Solution Design Document Order Management Processes

This document describes the order management

PTCL Product Model Design

This document describes the commercial product

Copyright 2016 All Rights Reserved

Definitions, Acronyms, and Abbreviations

The Customer buys products and services from the enterprise or

Product is what an entity (supplier) offers or provides to another entity

Services are developed by a service provider for sale within Products.

Resources represent physical and non-physical components used to

A PROCESS describes a systematic, sequenced set of functional

The Subscriber is responsible for concluding contracts for the services

The person who is authorized to use the system.

Point of No Return is usually the point where order cannot be modified

Copyright 2016 All Rights Reserved

Acronyms, and Abbreviations

Business Support System

Computerized National Identity Card

Customer Relationship Management

Caller Ring back Tone

enhanced Telecom Operations Map

Human Capital Management

Islamabad Telecom Region

Interactive Voice Response

Key Performance Indicator

Main Distribution Frame

Multi-service access gateway

Multi-service access Node

National Database and Registration Authority

National Tax Number

Optical Line Terminal

Optical Network Unit

Out Side Plant

Public Call Office

Permanent Out of Service

Public Switch Telephony Network

Shared Information & Data Model

Short Messaging Service

Standard Trunk Dialing

Temporary Out of Service

Very High Bit Rate Digital Subscriber Line

Copyright 2016 All Rights Reserved

Value ADNed Service

Voice Messaging Service

Fiber Access Terminal

Single Family Unit