Questions frequently asked:
- What is the status of this OPP?
- Is this number Active?
- How many of these numbers have been delivered?
- What is the ETA for this order?
- Have we reached out?
Most of this information can be found in the OPPORTUNITY / CASES associated with the order. This allows faster access to the updates that are needed; therefore, it is critical that the case grading is accurate and consistent.
Opportunities
Please keep in mind there are 2 types of opportunities: Manual and Self-Provisioned.
- Manual - All numbers will need to be installed.
- Self-Provisioned - Some numbers may already be installed by the Shopping Cart if they are available in our inventory.
Information at first glance
- Quantity of numbers ordered
- Products tied to the order
- Numbers assigned to the order
- List of attachments
- Cases associated
- Summary
Cases
After an Opportunity is approved, it will yield install cases and Order Resumption cases.
If a number needs to be ordered or registered/activated, there will be at least 2 cases associated to the Opportunity.
- One of the cases is customer-facing (P3) so it will contain all details and correspondence with the customer.
- The other will be an internal carrier case (P4) which will have all carrier correspondence and details.
- There will be one P4 case per carrier, per country.
Case Subject
If the subject on an install case is the product, this is an Order Resumption Case. We only use these cases to trigger the Order Resumption process.
- if the number is already installed, these will be CLOSED
- If the number needs installing, these will be ESCALATED INTERNALLY (Until we have the number)
If the subject on an install case is Virtual Number Onboarding - This is the case that will contain all case notes and correspondence with the customer
If the subject on an install case is Number on Order -[Country + NumberType] - This is the internal case P4 that we use to communicate with the carrier as well as any notes pertaining to the Carrier
The best way to know which case to look at is to first look at the opportunity and all cases associated with it.
Case Description
Case Descriptions should contain the quantity, country, and number type
If there are multiple numbers and some are porting or on order, please provide an update to show at first glance, which can be confirmed by examining the rest of the order
Please Note: P4 internal carrier cases for numbers on order will need to show the triggers.
Case Status
| P3 | ||
|---|---|---|
| In Progress | Actively Working on it | |
| Escalated Internally | Pending action or feedback from an internal department ie Sales, Provisioning, Operations. Please look at Escalated Department for clarification. If the Escalated Department is Provisioning, this means this number is on order or needs to be activated. Check at its Related Cases (P4) |
|
| PENDING CUSTOMER ACTION - DO NOT CLOSE | Pending paperwork or clarification from the customer. Check emails | |
| Customer Replied | Customer responded. Check emails |
| P4 | ||
|---|---|---|
| In Progress | Actively Working on it | |
| Follow up Customer Opps | Carrier has rejected the information provided and we have reverted back to the customer. Check parent (P3) Case and its emails. | |
| PENDING CARRIER ACTION - DO NOT CLOSE | Pending delivery or activation. Check case notes | |
| Carrier Replied | Carrier responded. Check emails |
Sometimes, there we will need to confirm something with sales or another department before reaching out to the customer. In these scenarios please grade as follows
Case Notes
P3 - All manual installs should show the following information:
Tariffs Added:
Products Used:
Subscriptions ADDED:
Manual charges:
Promotions:
CDRs
P4 - Step by Step layout of interaction with the carrier
Emails
P3 - Correspondence with the customer (Latest update, numbers delivered, Lead time)
P4 - Correspondence with the Carrier (Latest update from the carrier, lead time, rejections, next steps)
