Scenario 1 (Create New Individual Customer Account) 2.
On Order Header, click on Withdraw Order button and
1. Login to Siebel with your username
2. Go to Accounts 2 screen
3. Search the Customer in Accounts Home view
4. If the customer does not exist, go to New Individual
Customer Account
5. Click on New button
6. Fill in the Customer Account information in the form
7. Click Copy Info in Billing Account
8. Make changes to the Billing Account information
9. Click Copy Info in Service Account
10. Make changes to the Service Account information
11. Add Region, Division and other information in
Service Account
12. Click on Confirm Account button on the top of
page
13. Click on Verify from Nadra button
14. Check the I verify button after manual
verification of Nadra information
15. Save the information (Ctrl + S)
16. Click on View Services button to go to Installed
Services in Account 360 view
Scenario 2 (Search a Customer & Place a New Order)
1. Go to Accounts 2 screen
2. Search the Customer in Accounts Home view
3. Click on the Customer Name (hyperlink) to go to Account
360 view
4. Go to Installed Services tab
5. Click on New Connection button to create a new order
6. On the Order Header, select the Billing Account (should be
created already)
7. On the Order Header, select the Service Account (should be
created already)
8. On the Order Line Item view, click the New button
9. Select the PTCL Standard Subscription product in Line
Item to add default single play products
10. If any change is required in the products, click on
Customize button to open product details
11. Select the products that are added and remove the ones
which are not required
12. Click on Done to save the changes in products
13. Click on Demand Note button to generate Demand Note
14. On Order Header, click on Submit to complete order entry
Scenario 3 (Search an Order and check the details)
1. Go to Sales Order screen and search the Order using Order
number
2. Click on the order hyperlink to open order details
3. Order Header will contain information like Order Created
date, Created by, Current Status etc.
4. Order Line Items will contain the details of the products and
their Actions / Statuses
5. Click on Status Track tab to view all status changes with
time
Scenario 4 (Revise an in-flight Order)
1. Search an order and open the details
2. Click on Revise button to create new version of order
3. Click on Customize button to make changes in products
4. Add Comments in the order and click on Submit
Scenario 5 (Withdraw an in-flight Order)
1. Search an order and open the details
then Submit the withdraw order
Scenario 6 (Change prices of OTC in an Order)
1. When order is in Created status, go to Line Item tab
and select Line Details link
2. From the products, select the OTC product for which the
price needs to be changed.
3. In the form on the bottom of page, add the new price of
product in Manual Price Override and save it
Scenario 7 (Change Division of an Order in Siebel)
1. Search the Customer Account from Accounts 2 screen
2. Create a new Service Account with correct Division
information
3. Search the order and open the details (status: Division
Change)
4. Click on Revise button and associate correct Service
Account
5. Submit the Revised order
Scenario 8 (Create new Billing Account in Siebel)
1. Search the Customer Account from Accounts 2 screen
2. Go to Account 360 view and open Individual Customer
Account tab
3. Go to Billing Account view on the page and click Copy
Info
4. Make changes to the account if required and save it
Scenario 9 (Create new Service Account in Siebel)
1. Search the Customer Account from Accounts 2 screen
2. Go to Account 360 view and open Individual Customer
Account tab
3. Go to Service Account view on the page and click Copy
Info
4. Make changes to the Address if required and add Region,
Division info
5. Save the Account (Ctrl + S)
Scenario 10 (Search and view Installed Services)
1. Go to Accounts - 2 screen and search the Account with
Service ID (PSTN #)
2. Click on relevant Account name (hyperlink) and go to
Installed Services
3. Check the product details like Status, Package, Installation
Date, VAS installed and Product Attributes (Switch, FSP etc.)
Scenario 11 (Customer Information change in Siebel)
1. Go to Accounts - 2 screen and search the Account
2. Click on Account Summary tab and click New in Service
Request view
3. Select the required PSTN number in Service ID
4. Select Customer Info SR in SR Category
5. Select Account in Type
6. Select Customer Account Change in Sub Type
7. Add the Alternate Number and click on the SR number
(hyperlink)
8. On SR details view, go to the bottom of page and update
the New Customer Account Information.
9. Click on Update button; otherwise, make the SR In-
Progress / Assigned
Scenario 12 (Billing Address change in Siebel)
1. Go to Accounts - 2 screen and search the Account
2. Click on Account Summary tab and click New in Service
Request view
3. Select the required PSTN number in Service ID
4. Select Customer Info SR in SR Category
5. Select Account in Type
6. Select Billing Account Change in Sub Type
7. Add the Alternate Number and click on the SR number
(hyperlink)
8. On SR details view, go to the bottom of page and update
the New Billing Account Information.
9. Click on Update button; otherwise, make the SR In-
Progress / Assigned

Scenario 13 (Change Ownership in Siebel)

1. Go to Accounts - 2 screen and search the Account

2. Click on Account Summary tab and click New in Service
Request view
3. Select the required PSTN number in Service ID
4. Select Customer Info SR in SR Category
5. Select Account in Type
6. Select Ownership Change in Sub Type
7. Add the Alternate Number and click on the SR number
(hyperlink)
8. On SR details view, go to the bottom of page and select the
New Customer Account. Note that the Customer Account
must already be created
9. Click on Update button; otherwise, make the SR In-
Progress / Assigned
Scenario 14 (Add Other Charges in Siebel)
1. Go to Accounts - 2 screen and search the Account
2. Click on Account Summary tab and click New in Service
Request view
3. Select the required PSTN number in Service ID
4. Select Other Charges in SR Category
5. Select the desired product in Type
6. Select the charge head in Sub Type
7. Add the Alternate Number and click on the SR number
(hyperlink)
8. On SR details view, add the charges in Net Price field
9. Click on Send to Billing button to send information to
Billing system
Order Statuses and Description in Siebel
Created - order created in Siebel
Cancelled order cancelled in Siebel
Awaiting Validation Order is sent to CC for Validation
In-Progress Order is marked as In-progress by CC
Validation team
Rejected Order marked as Rejected by CC Validation
Submitted order submitted from Siebel
Provisioning in Progress Order received by BPM to be
provisioned
Awaiting Resource Allocation order to be processed in
Maximo for Resource Allocation
Resource Allocated Resources allocated in Maximo
Service Activating Order sent from BPM for Activation of
services to OSS (SP)
Service Activated All services activated
Awaiting Resource Configuration order to be
processed in Maximo for Resource Configuration
Resource Configured Resources configured in Maximo
Provisioning Complete Order completed by BPM and
sent to Siebel
Billing in Progress Order sent to Billing system for
creation
Billing Complete Order completed in Billing
Complete Order is now completed and Installed Services
are updated
Partially Allocated Some products are not feasible in the
order. Revise or Withdraw the order. Order goes in Pending
Management
Not Feasible All products are not feasible in the order.
Order goes in Pending Management
Partially Activated Partial Activation in BPM
Partially Deactivated Partial Deactivation in BPM
Activation Failed-Manual Auto Activation failed. Manual
processing required in BPM
Deactivation Failed-Manual - Auto Deactivation failed.
Manual processing required in BPM
Partially Activated-Manual Auto Activation failed for
some services. Manual processing required in BPM
Partially Deactivated-Manual - Auto Deactivation failed
for some services. Manual processing required in BPM
Partially Configured Some products are not Feasible at
configuration stage. Revise or Withdraw the order. Order
goes in Pending Management
Billing Failure Order has failed in Billing (to be fixed
manually CRM Support)
Partial Billing Failure Some products in order have
failed in Billing (to be fixed manually CRM Support)
Awaiting NADRA Verification Resources are configured
in New order and Nadra Verification is required manually in
Siebel
NADRA Verified Order is verified manually from NADRA
Division Change Order requires manual change of
Division in Siebel (returned from Maximo). Revise order is
required
Withdraw Created Withdraw is created in Siebel
Withdraw Submitted Withdraw is submitted for an
order
Withdrawn Order is withdrawn completely end-to-end
Marked for Release Order is marked for Releasing
Resources automatically
Awaiting Resource Recovery Order to be processed in
Maximo for Recovering Resources.
Resources Recovered Resources are recovered
successfully in Maximo.