Retact DSFA Pilot Field PDA Time Warner Cable Los Angeles Region

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Retact DSFA Pilot Field PDATime Warner
Cable Los Angeles Region
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Field / Call Center Communication Process via
DSFA Application
FIELD

• - If new or existing customer ordering IP Phone
• Send request for credit check to call center
• First and Last name
• Address, City, State, Zip
• SSN or DOB, DL
• - If existing customer not ordering IP Phone
• Go to 2

CALL CENTER

• Receive customer info, do credit check, and send
  result to the field
• Pass
• Fail
• Facta

1

• If received Pass or Fail (deposit required)
• Complete Order and Send to call center
• OR
• If existing customer not ordering IP Phone
• Complete Order and Send to call center

1

• Receive order info and send 3 installation
  options to the filed
• (There could be separate installations per each
  product ordered so the
• maximum of potential installation options could
  be 9)
• Date/Time Option 2
• Installation Date/Time Option 3

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2
Pick 1 desired installation option per product
and send it back to the call center
3

• Complete order and send confirmation w/ Order
  Order to the field
• Confirmation with Work Order

• Receive Work Order , Complete order on PDA.

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3
Go to http//www.retact.net/mobile
Next Screen
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Login to the DSFA Retact Wireless System
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Customer Registration
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Customer Registration Form
Scroll down
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Serviceability
Next Screen
Scroll down
1
3
2
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ID Request (Option 1 SSN, Option 2 DOB DL)
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Submit to Call Center for Credit Check, Receive
Result, and proceed with Order Registration
Step 1
Step 2
Step 3
Next Screen
Next Screen
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Order Entry (HSD)
Next Screen
Scroll down
Step 1
Step 2
Step 3
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Order Entry (Video)
Next Screen
Scroll down
Step 1
Step 2
Step 3
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Pick Other Options (example)
International Channels
DVR, A/O, Equipment
IP Phone and Bundle Discounts
Scroll down
Scroll down
13
Finalize Your Order and Submit to Call Center
Next Screen
Next Screen
Step 1
Step 2
Step 3
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Call Centers Answers w/3 Installation Options
Field Replies
Pick Desired Appt.
Scroll Down
Step 1
Step 2
Step 3
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Call Center Completes the Order, Field Receives
Account Confirmation, Order Summary, and Work
Order Number
Scroll down
Scroll down
Account Confirmation
Order Summary
Work Order
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Questions/Comments

• Please contact
• Paul Borenstein
• Advant Technologies Group, LLC
• Tel [phone]
• Fax [phone]
• info_at_advant-group.com