Initiate Order 

Purpose:

This page allows the agent to differentiate between different type of orders, as different business logic exists for each type of order: New, Move and Change Existing.

Description:

Based on the Order Path selected and data entered, SimpleOrder identifies and qualifies the customer and prompts them for the products and services which are available for ordering.

Use Cases:

• UC00 Place Order
• UC01 Change Submitted Order
• UC02 Identify Service Address
• UC07 Search and Retrieve Orders

OMF Services:

No OMF Services are applicable to this step.

Process Information:

• If agent has entered SimpleOrder via the Customer Interaction Portal, identifiers (i.e. Telephone Number, Internet B1 Number, and so on.) are pre-populated with customer’s account information sent by the portal.
• Otherwise, the agent must enter the customer’s account information in the appropriate fields. 
• There are four Order Paths: 
  • New (a customer new to TELCO, has no other accounts with TELCO),
  • Change Existing (an existing customer wishes to modify the current set of products he/she has availed),
  • Move (a customer is moving to another location and wishes to move his/her services to the new location), and
  • Retrieve Order (the agent can retrieve a list of previously placed orders).