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DIRECTV Rio

HSP Technician Wireless

Job Aids Updated: 6/17/09

TABLE OF CONTENTS Glossary of Basic Computer Terms.......................................................................................... 3 Glossary of Rio Siebel Terms ................................................................................................... 6 E-Trust Identity Manager Single Sign On — Wireless........................................................... 10 Adding Rio as a Trusted Site — Wireless .............................................................................. 16 Setup Owner Information — Wireless ................................................................................... 18 Intermec Virtual Keyboard....................................................................................................... 20 Full Screen Setting Issue — Wireless .................................................................................... 23 Login Guidelines — Wireless ................................................................................................. 24 Privileged Vs. Non-Privileged Views — Wireless .................................................................. 30 Service Request / Activity / Order / Timeframes.................................................................... 31 Single Wire Multi-Switch (SWM).............................................................................................. 32 TAT Actions by Sub Type — Wireless.................................................................................... 33 How to Submit Order Line Items by Sub Type — Wireless .................................................. 34 Troubleshooting Siebel Failed Line Item Errors — Wireless .............................................. 38 Adding Protection Plan as an OLI — Wireless ...................................................................... 45 DOA Replacements — Wireless.............................................................................................. 47 Upgrade Relocate and Swap Relocate — Wireless............................................................... 49 Upgrade Swap Replace — Wireless ....................................................................................... 54 Adding a Non-Serialized OLI — Wireless............................................................................... 60 Former Install — Wireless ....................................................................................................... 62 Service IRD Replace NEW Replacement Receiver — Wireless............................................ 73 Voice Recordings — Wireless ................................................................................................ 78

Copyright © 2008 DIRECTV. Unpublished work. All rights reserved. Page 1 Revised 1/18/08 Field Performance Managemen / Version 1.0

All materials are proprietary, confidential and subject to change.

GLOSSARY OF BASIC COMPUTER TERMS

TERMINOLOGY DESCRIPTION Application (often used synonymously with program)

Refers to one form of programming—the software package used to create all files.

Attachment A file attached to an Email message that can either be sent or received.

Back/Forward Browser Button

(Located at the top of the browser’s page menu bar) “Back Browser Button” takes the user back through recently visited web pages. “Forward Browser Button” allows the visitor to go forward and return to web pages recently visited.

Bookmarks/Favorites A web browser feature that allows you to save favorite web site addresses for quick access and return. It is located within the browser menu “Bookmarks” or “Favorites”.

(example: (http://www.directv.com)

Browser A software program allowing computers to connect and retrieve information from around the world via the Internet.

(example: Internet Explorer, Netscape, etc.)

Compressed File (also called a zipped file)

A technology used to make files smaller for faster transmittals over the Internet. Compressed files need to be unzipped with a zip file software in order to view or save.

Crash Computer unexpectedly quits due to hardware, system, power failure, etc. A “system error” message often appears on the screen.

Cyberspace Term used for referring to anything on the Internet.

Downloading The process of copying files from the Internet onto a computer or removable media (floppy disk, zip disk, etc.).

E-commerce Electronic commerce to conduct online business and transactions.

Email Electronic mail for sending messages, sometimes with a file(s) attachment(s), via the Internet.

File Any form of information you see on your computer (application, document, spreadsheet, etc.).

Firewall Software which creates a barrier between an individual computer from the rest of the Internet.

Folder Similar to a filing cabinet which contain files inside for organizational purposes.

Home Page The first page (Table of Contents) that users see when entering a web site. Home page provides hyperlinks to other HTML files within the web site or to other web sites.

Host A company providing a service of server disk space to an individual or company users to allow web sites to be publicly available on the Internet.

HTML (HyperText Markup Language)

A programming language allowing formatted pages to display on the World Wide Web (WWW) via a web browser.

http:// (HyperText Transfer Protocol)

A visual sign indicating a web page.

https:// (HyperText Transfer Protocol Secured)

A visual sign indicating a secured web page server.

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TERMINOLOGY DESCRIPTION

Hypertext Links (also called Links)

Text, graphic(s) or button(s) on a web page that can take the user to another web page after clicking on the link. Visual clues of a link:

• A text link is usually underlined: http://www.directv.com

• The cursor turns into a graphical image of a hand with a pointing finger when hovered over a link.

Icon A graphic image on the screen representing any kind of file. Image A visual graphic of a person or object (photograph, clip art, etc.).

Internet A system of global computers connected (networked) together which allows communication and sending messages from one computer to another.

Intranet A restricted network within an organization accessible for internal use only.

ISP (Internet Service Provider) A company that provides Internet access to the public for a fee with the necessary software and instructions.

Key FOB A small security hardware device with built-in authentication used to control and secure access to network services and data. The Key FOB displays a randomly generated access code.

Links (see Hypertext Links)

Modem A piece of hardware either attached or built inside the computer which connects it onto the Internet network.

Monitor Hardware computer device that displays a screen for viewing software, documents, Internet, etc.

Mouse Computer hardware that controls the movement of the pointer (cursor) on the computer monitor screen by either clicking, pressing or dragging the mouse.

Multimedia Content in the form of images, sound, video or animation.

Navigation A system of links used to access web pages and other files on the Internet while searching for information. (also see HyperText Links)

Network Two or more computers connected which are capable of communicating with each other.

Operating System An Operating System (OS) which controls the computer’s hardware to execute software operations.

(example: Windows, DOS, Macintosh, etc.) PC (Personal Computer) A desktop or portable computer operated by a computer user. PDF (Portable Document Format file)

A formatted file for viewing and printing.

Plug-in An application built into a browser or added to a browser to enable it to interact with a special file type (such as a movie, sound, Word document, etc.)

Reboot Restarts a computer if the computer screen freezes or after a system error message is received.

(Ctrl/Alt/Delete for PC’s)

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TERMINOLOGY DESCRIPTION

RSA Token A security token hardware authenticator that controls access to a digital asset. It is used in a networked environment to create a one-time password that the owner enters into a login screen along with an ID and a PIN.

Screen Freeze When neither the keyboard nor the mouse displays any effect on the screen and will require the computer to be rebooted (restarted).

Screen Shot (Screen Capture)

A picture of the computer screen from selecting a combination of keys.

Example using Windows: (Ctrl/Print Screen) or (Alt/Print Screen); then open up a new Word document and paste (Ctrl/V).

Search Engine A web site providing searchable content within its own database that match the requested query.

(an example search engine: www.google.com)

Spam Email advertisements sent to people who have not requested these Emails.

Surfing

The act of browsing the Web (Internet).

Undeliverable (Email) Email addresses returned indicating that the Email recipient has either closed their account, has a full Email box or the address is incorrect.

Uploading Taking files from your computer or disk and sending them to the Internet. (example: Uploading files containing updated information for your personal web site).

URL (Uniform Resource Locator) The global address of documents on the World Wide Web. Example: http://www.directv.com

Virus

A program or piece of code that is loaded onto your computer and runs without the user’s knowledge. A simple virus is dangerous, because it will quickly use all available memory and bring the system to a halt. The most dangerous type of virus is one capable of transmitting itself across networks and bypassing security systems.

VPN (Virtual Private Network) Refers to a network in which some of the parts are connected using the public Internet, but the data sent across the Internet is encrypted, so the entire network is "virtually" private.

Web Page(s) An HTML file(s) on the Web containing text, images, video, sound clips and programs that run directly from a Web page.

Web Site A location on the World Wide Web (WWW) containing a collection of related web pages about one topic.

World Wide Web (the Web) (WWW)

A collection of individual HTML files (pages) displaying text, graphics, sound, etc. on the Internet.

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Copyright © 2007 DIRECTV. Unpublished work. All rights reserved. Page 1 Revised 06/22/07 Installation & Service Dispatch / Version 1.2


Glossary of Rio Siebel Terms Following is a glossary of field names found in the Siebel Partner Portal. Obvious field names (i.e. tech, truck, etc.) were not included in the glossary.

Field Name Description ABS (Appointment Booking System) Scheduling

Time period when a list of possible appointment booking time slots are provided. For DIRECTV the Contract Scheduling range = Next day to 30 days out.

AC Status Defaults to AC status at asset level for service, equipment pickups, and upgrades. Will populate with activation status for installs.

Account # Customers STMS Account Number. Account Type Customers Account Type. Action Action Required for a Work Order. Action Required Used to tell technician what is required on an upgrade order. Values =

Swap, New, Relocate. Activation Approved Used to indicate if the technician can complete the activation in the field or

do they have to contact customer care to complete the activation. Activation Date Date Access Card is activated - Read Only. Active Flag Active / Inactive flag. Activities Activities are assigned to HSPs and are used to coordinate Truck Rolls,

Damage Claims, etc… Activity ETA Estimated Time of Arrival for an Activity - Read only for CSR Actual Duration Equals Actual End minus Actual Start. Actual End Activity Timestamp, set when technician updates status to 'Closed' Actual Start Activity Timestamp - set when technician updates status to 'Onsite' Alias Employee Alias Name - Nickname Appointment Booking Time period when a list of possible appointment booking time slots are

provided. For DIRECTV the Contract Scheduling range = Next day to 30 days out.

ASN (Advanced Shipping Notice)

Formatted electronic notification of pending deliveries that provides purchase order information for the HSPs to receive inventory against.

Average Travel Time (Minutes)

The amount of travel time that the ABS adds to an activity when calculating the duration of an activity (work time + average travel time).

Analytics Siebel reporting tool. Contract Scheduling Time period when activities are automatically scheduled by the optimization

engine. Also referred to as Same Day Scheduling. For DIRECTV the Contract Scheduling period = Same Day.

Customer Unscheduled Activities with no date. Data Conversion Data from other DIRECTV systems that are loaded prior to migration to

prepare the Siebel database for use. Dealer ID Using the ICF process, the Dealer ID is tied to a shipping location.

If inventory location type = Fulfillment Center the Dealer ID field is required. If inventory location type = Depot then this field will default from the Fulfillment Center that replenishes it.

Delivery Method Options include: Customer Owned, Dropped Shipped, Tech Delivers. Depot This is a Provider’s outlying warehouse. All shipments go to a Fulfillment

Center. The center can then ship directly to their Depot. Dispatch Address Dispatch Location Address Dispatch Board Screen in Siebel that shows all Truck Roll Activities. Dispatch Name Dispatch Location Name.

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Field Name Description Dispatch Phone Dispatch Location phone number. Distribution List The Distribution list field is an MVG on the contacts screen that will inform

DIRECTV what type of communications the contact should receive from DIRECTV.

Due The due date for an Activity. Duration Equals Work time + Travel time. Earliest Start The earliest start - due date = the customer committed appointment window.

The earliest start is the earliest time the customer is expecting the technician.

Employee Type Options include: HSP Employee, HSP Contractor, DTV Employee, DTV Contractor, AFS Employee, AFS Contractor, Vendor.

End Date Ending range of calendar days or hours that define exception hours. End Time Schedule End Time - Indicates the end of a time period on the selected day. Exception Hours Exceptions to the Daily Schedule (non-working time). Holidays and

vacations primarily. Exception Schedule Schedule specifying a Provider’s non-working days (i.e. holiday). Focus Flag Focus flag will be checked on the Asset identified by the troubleshooting call

center as the potential issue. Fulfillment Center This is the shipping location created by DIRECTV and is tied to a Provider’s

Dealer ID. DIRECTV will only ship to a Fulfillment Center. Glued Period Time period when no scheduling of activities is permitted. For DIRECTV the

Glued Period = 4 hours. Hover When the cursor is placed over a field to produce a corresponding list. List of Values (LOV) Values available in drop down lists. Line Item Status Defaults to Open. Changes to Submitted to ID those line items which were

submitted for activation, pending to identify those which will not be sent to activation.

Location Location of product at customer site (IRD – Living Room.) Lock Assignment A checkbox that instructs the Siebel Assignment Manager not to assign this

activity. It ensures that the Optimizer cannot change the assignment (Technician field). This value can be changed manually.

Lock Schedule A checkbox that instructs the Siebel ABS and Optimizer not to schedule this activity.

Minimum Travel Time If the calculated travel time between two activities is less than this time, the Optimizer uses this time.

Multi Region Technicians

A technician that works in two (2) or more service regions. The technician will need a profile built in each region they are available to work in.

MVG Multi Value Group. More than one option can be selected from a pick list. New Responsibility A new responsibility to be assigned to an Employee - Read Only for

Providers. No Call/ No Show A checkbox that indicates the Activity is past its due date. OMS Order ID OMS System's order ID - Passed to Siebel via an interface from OMS. Optimization On The Schedule optimizer currently running for a specific Service Region. Optimization Started Read Only Flag - Notifies users that Optimization is running for a specific

Service Region. Optimizer Siebel tool that runs nightly to create the best technician routes for their daily

schedule.

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Field Name Description Optimizer Horizon Time period includes Glued period and Contract Scheduling period. All

activities scheduled within this time period have been optimized by the optimization engine.

Order Line Items An Order will have multiple order lines consisting of each Product (IRD, ODU, etc.) Technicians or Dispatch will have to disposition Order Lines to be able to close an order. Order Lines can be added by WOI or Technicians depending on the action required.

Order # Order # assigned when the Order is created - System generated. Orders The Orders associated with the selected Activity. Each Truck Roll Activity will

have one order. Orders are read-only in RIO 3. All updates of the order are done via the Activity.

Order Sub Type Type of work order (i.e. new install; former install; upgrade, etc.) Organization Providers have unique organizations within Siebel. Organizations prevent

provider data from being visible to each other. Part Status Based on serial number part status for item in truck inventory. Good-New,

Good-Refurb, Good-Used, Defective-DOA, Defective-Damaged

Partner Account Partner Account that this contact is associated with - Read Only on Contact Screen

Partner Portal Siebel Application for DIRECTV Providers. Planned End The proposed date for completing an activity. Planned Start The date and time the activity began for a service request. The engines use

this value along with Planned End, to calculate the duration on an activity and to determine whether to add activity data into the Optimizer or ABS cache.

Position Position is a 1:1 for a User ID and is required within the Siebel Application for many items. Positions are not to be re-used. Position assigned to an Employee - used for visibility, multiple values allowed - Read Only for Providers.

Position Organization Siebel Organization assigned - Data visibility - Read Only for Providers. Preferred Communications Providers preferred method of communication for their employees. Product Product involved in Inventory Transaction; auto populates based on Product

for the serial # in the truck inventory or Product Line of this Product on the Order Line.

Provider HSP / AFS company. Qty Quantity of product for Inventory Transaction or Quantity of product on order

line item. Query Allows you to enter specific query criteria to find records. Repeat Service Flag Read only. Checked if any other Service Requests (SR) have been

performed in the last 30 days.. Responsibility Defines which screens and views within Siebel an Employee can view. Set

by DIRECTV based on User Type. RID Required Determines if a RID number is required for a product. Rio3 Version of the Siebel Partner Portal Application that will launch as the Field

Service replacement. RMA (Return Material Authorization)

Authorization for HSPs to return products to a third party remanufacturing facility.

Schedule Primary Schedule for an Employee. Standard Schedules will be created by DIRECTV in conjunction with the Provider. Every Technician must have a schedule to be assigned jobs within Siebel.

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Field Name Description Service Details Starting and Ending locations for each employee who is assigned Truck

Rolls. Specifies Employee’s Service Region. Service Order A service work order. Service Region Single Area of Service defined by a unique set of ZIP codes. An employee

may be in only one Service Region, employees who work in two Service Regions require two profiles.

Service Request (SR) Created by DIRECTV call centers to initiate the process of creating an Activity and Order. DIRECTV view only.

Shift Start Flag Indicates a time period that begins a work shift. Site Map Directory of the Siebel Partner Portal. Short Name Employee Short Name - Abbreviated (Michael, Mike). Signature Signature box on handheld, text box on web client. Signature Name Typed Signature Name - Name of who signed. Signature Status System generated status - Unsigned, Signed - once it is signed the signature

data is read only. Signature Type Text field used to identify signer, i.e. customer, daughter, neighbor Signed Date Date of signature. Source Location The location the Inventory part is being move from. Source Status Part Status at Source Location (i.e. Good, New, Refurbished, etc.) SR # System generated number associated with the selected Activity or Order. SR Status The Service Request Status. Start Date Beginning range of calendar days or hours that define exception hours or

Schedule Start Date - The day of the week that is included in the schedule. Start Time Schedule Start Time - Indicates the start of a time period on the selected

day. Status The state of the Activity (Approved, Open, Unassigned Done) or the state of

the Order - Technician will update activity and it will update the status of the Order.

Tech Action Taken Values include: Replaced, Removed, Relocated, DOA, etc. Tech Instructions Specific instructions for customer - can be updated on the Activity. Transaction # System Generated inventory transaction number. Transaction Date/ Time System Generated Timestamp Type • Activity Type (Truck Roll, Escalation, Damage, Comment, etc)

• Type of Inventory Transaction (Adjustment, Stock Transfer, Ship Other) • Order Type -

o If working is checked, define the working type to assign, examples Normal, Overtime or Extended Overtime.

o Value used by ABS and Optimizer to schedule assignments, examples Normal, Overtime or Extended Overtime.

Unscheduled Activities Activities that have not been scheduled to a technician. Updated When the Last Inventory Transaction Entry update occurred Updated By Who updated this Inventory Transaction Entry last User ID Employee User ID (Siebel Logon) - Read Only for Providers VIP/ OOP VIP or Office of President Working If checked, this indicates that the record is still defined as a work period.

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E-Trust Identity Manager Single Sign On - Wireless

Copyright © 2008 DIRECTV. Unpublished work. All rights reserved. Page 1 Revised 01/18/08 Field Performance Management / Version 1.2


The E-Trust Identity Manager allows you to log in to the Rio3 applications securely by providing a platform for centrally managing access to the DIRECTV applications without the use of an RSA Token, thus reducing complexities of logging in and performing daily tasks. Before using E-Trust Identity Manager to access Rio3 Applications you will be required to set up your forgotten password questions. These questions will be used in the future, if you should forget your password. You will also reset your password at this time. To set up your forgotten password questions and reset your password you will access the E-Trust Identity Manager Administration Portal. From the Wireless Login screen, click on “Click here to manage your password.” This links directly to the E-Trust Identity Manager Login screen.

1. The first time you log into Identity Manager Administration Portal, you will see the Login E- Trust

Identity Manager screen below. Enter your RIO Username and password, and click on the Login button. The E-Trust Identity Manager Welcome Screen will appear.

2. Click on the My Account hyperlink on the top left corner.

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3. Click on the Modify My Password Questions hyperlink.

4. There are five questions and answers that must be completed in order to set up your E-Trust Identity Manager profile. Click on the drop-down arrow in Question 1 and select a question. Enter the answer to the question in the Answer 1 field.

5. Click on the drop-down arrow in Question 2 and select a question. Enter the answer to the question

in the Answer 2 field.

6. Click on the drop-down arrow in Question 3 and select a question. Enter the answer to the question in the Answer 3 field.



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9. Once you have selected all five questions and completed the answers for each question, click on the Submit button.

10. A message confirming the Task has been submitted will appear.

11. A message confirming the status is complete will appear indicating that your user profile has been

successfully updated. Click on the OK button.

12. Once your user profile has been updated, you can change your password by clicking on the Change My Password hyperlink.

13. Type in your new password in the Password field and confirm your new password by re-typing the same password in the Confirm Password field. Click on the Submit button.

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15. A message confirming the status is pending will appear. Click on the OK button.

16. A message confirming the status is complete will appear indicating that you have successfully

changed your password. You can now log into Rio3 or Siebel Wireless using your username and password.

17. To log out of E-Trust Identity Manager, click on the (Logout) hyperlink.

18. Click on the Close this Window button to log out of E Trust Identity Manager.

19. You can now access the Rio3 applications with your Rio3 Username and password using the

following: Siebel eChannel: xxx.xxx.xxx Siebel Wireless: xxx.xxx.xxx Siebel Analytics: xxx.xxx.xxx (Note: the URLs will be provided prior to the Environment going live)

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IMPORTANT: Note that anytime you forgot your password, you will have to use the Identity manager hyperlink: Click here if you forgot your password. In case you entered the incorrect password twice, always click on Click here if you forgot your password and answer three of your secret password questions that you set up earlier in this exercise. You can also click on the same link from the Wireless Login screen also. 1. Click on the forgot your identity manager password link below:

2. Answer your first password question and click on the OK button.

3. Answer your second password question and click on the OK button.

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4. Answer your third password question and click on the OK button.

5. Enter your new password and click on the Submit button.


7. Now you have successfully changed your password. Whenever you forget your password, always use

the Identity Manager to reset your password. You can now log in to Siebel production using your new password.

If you are still experiencing log in issues, you may have to clean your Internet Explorer temporary folders and any Internet Explorer cookies that may be stored in your Internet Explorer browser.

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Adding Rio as a Trusted Site - Wireless



1. In the Siebel Home page highlight the url in the address bar, stop after .com.

2. Using your mouse right click and select Copy

3. Select Tools and Click on Internet Options

4. Select the Security tab.

5. Click on Trusted sites

6. Click on the Sites button.

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Adding Rio as a Trusted Site - Wireless



7. Click in the window below 'Add this web site to the zone' and right click. Select Paste

8. Click the Add button.

9. Click on the OK button.

10. Click OK again.

11. Log in as you normally would.

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Setup Owner Information – Wireless



The Wireless Handheld devices are tracked in Altiris. The tracking is based on the technician’s username in the Name field. Below are the steps to set the owner information on the device. The Owner Information Name field MUST be populated and must include ONLY the technician’s username ID. 1. From the Main Menu, tap on the Start link, tap on Today and then tap the Tap here to set owner

information link. Note: If the Tap here to set owner information link is not visible and the Owner field is populated, ensure it is populated correctly with only the technician’s username ID. If it is populated with anything other than the technician’s username ID, tap on the Owner link and follow the steps below.

2. Tap in the Name field.

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Setup Owner Information – Wireless



3. Enter the technician username ID. The Name field has a limitation of 35 characters. Note: The remaining fields (Company, Address, Telephone and E-mail) are not required fields; however, they can be populated with the applicable information if desired.

4. Once the technician username is entered in the Name field, tap OK in the upper right corner. 5. Verify the Owner username is displayed on the Main Menu.

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Intermec Virtual Keyboard



The Virtual keyboard on the Wireless device can appear in one of two ways.

1. Five (5) rows – Small keys (includes a row of numbers above the alphabet). This is the default setting for the Virtual keyboard.

2. Four (4) rows – Large keys (does not include the row of numbers above the alphabet)

Access the Virtual Keyboard 1. Access the Virtual keyboard on the Wireless device. One of the ways to access the keyboard would

be to tap on the Start link and tap on Internet Explorer or access the Rio3 log in screen.

2. The Keyboard symbol will appear on the bottom middle of the screen. Tap on the Keyboard symbol . The Virtual keyboard will appear.

3. Once the Virtual keyboard appears, the default setting with five (5) rows should appear (see below). To change the keyboard to four (4) rows with larger keyboard letters tap on the Up arrow (or triangle) next to the Keyboard symbol. This will access a pop-up list.

Default setting with five (5) rows.

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4. Select Options from the pop-up list.

5. There are two options for the keyboard layout: Small keys or Large keys. Small keys will be set as the default.

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6. If Large keys is selected, the Virtual keyboard will have four (4) rows without the number row across the top (see below).

7. To access numbers, tap on the 123 key and a Number keyboard will appear.

Note: You can select whichever you prefer. Keep in mind that if Large keys is selected, the numbers do not appear above the letters as with Small Keys.

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Full Screen Setting Issue - Wireless



ISSUE: When the screen on the Wireless device is missing the Menu Bar and Keyboard Icon, if there is white space at the bottom of the screen, a complete white screen or no URL is displayed, it could be the Full Screen option was selected. SOLUTION: The Full Screen could be selected and would need to be de-selected. 1. Press and hold the Stylus on the screen until a pop-up menu appears. If Full Screen is checked,

uncheck the selection to return to a normal screen view. Full Screen View Normal Screen View

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Login Guidelines — Wireless



When a technician logs into their Wireless Device, they could encounter an error message not allowing them to log in. There are various reasons an error message will appear.

• Technicians should log in via a blue login screen. If the log in screen is white and they enter their Username and Password, they may encounter an error not allowing them to log into the device.

• A white login screen will also appear after the technician logs out. The user will be taken to the white login screen and when the user attempts to login again from this screen, they will often encounter an error not allowing them to log back in.

• There are times when the correct Username and Password are entered and an error message will appear not allowing them to log into the device.

Blue Login Screen — Correct White Login Screen — Incorrect

Login Error Message

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When an error is encountered, there are three steps which may need to be followed before attempting an additional login.

1. Clear History, Delete Files (clears Cache) and Clear Cookies. 2. Access the Siebel Wireless URL from Favorites. 3. Refresh Button

Clear History, Delete Files (Cache) and Cookies Always ensure the user is attempting to login from the blue login screen. If needed, clear the History, Delete Files (Cache) and Cookies. and then access the URL from the favorites menu. 1. To clear the History, Delete Files (Cache) and Cookies, access and display an Internet Explorer

page. Click on Menu at the bottom right of the screen.

2. Select Tools from the drop-down list and then Options. The Options screen will display.

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3. Click on the Memory Tab.

4. Click Clear History and Delete Files (this clears the Cache). This may take a few seconds to

complete depending on how many sites have been viewed since the last time these files were cleared. If there were not many sites viewed, it may not be apparent that the process has been completed.

5. After the files have been deleted, click on the Security tab.

Clears the Search History.

Clears the Temporary Internet Files in the Cache.

Note: If the Symbol appears to the left of the Delete Files button, there were a large amount of files in the Cache to be deleted.

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6. Click on the Clear Cookies tab. When finished, click OK in the top right of the screen.

Access Siebel Wireless URL 1. Click on the Menu button and click on Favorites.

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2. Choose the Siebel Wireless Login from the Favorites site. This may be titled differently dependent on each site location.

Note: It is also very important for all HSPs to ensure the Wireless URL is set up correctly as: https://wls.rio.directv.com/wireless.

3. To check if the URL is correct, click on the Edit button and the Edit Favorite screen will appear.

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4. If the URL is not correct, click in the Address field and edit the URL to match: https://wls.rio.directv.com/wireless.

Refresh Button When logging into the application the SiteMinder Siebel Connector screen will appear prior to connecting the user to the Siebel Wireless Application. However, if the DIRECTV Main Menu does not appear and the

SiteMinder screen remains, the user may need to tap the Refresh button or the Green Arrow . This will have to be performed repeatedly approximately every 45 seconds to allow the application to load properly.

Hint… Many times the “s” is missing from the https portion of the

URL.

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Privileged vs. Non-Privileged Views — Wireless



Error Message Your UserID or Password is not valid. Please try again.

If a technician is not set up as a Privileged user for the Wireless device, the following issues could take place for the user. Non-Privileged User Issue #1

When a technician logs in and only sees the option to Log Out, the user is not provisioned as a Privileged User.

In these cases a change order will need to be submitted for a reactivation of the user for the correct privileged role(s).

Non-Privileged User Issue #2

When a technician attempts to log in and continuously receives an error message not allowing them to log in to their Wireless Device, the user may not be provisioned as a Privileged User.

Privileged User When a technician is provisioned correctly, they will see the option to view the My Activities link from the Main Menu. Dependent on the type of Inventory view, the technician will see one of the following views. Truck Level Technician View Pooled Inventory Technician View

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Technician - Wireless Service Request / Activity / Order / Timeframes



PLANNED STARTThe Planned Start indicates the estimated time the

technician will start the Truck Roll Activity.

The Planned Start is used by the Optimizer and should not be communicated to the customer.

EARLIEST START AND DUE

The Earliest Start and Due indicate the arrival time window chosen by the customer.

These fields reflect the customer's time zone. (This is the arrival time window that is communicated to a customer.)

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Single Wire Multi-Switch (SWM)



The Five and Eight Channel Single Wire Multi-Switches (SWM) are designed to provide DIRECTV programming from all current and future KA/KU satellites via a single RG-6 cable run to a set of multiple IRDs connected using one or more splitters in a customer’s premise. SWM allocates five or eight channels for viewers selected programming for connected IRDs. New Install orders could potentially include a SWM product line. The Product line and Product items will be reflected as follows:

Product Line: MULTI-SWITCH Product: MULTI-SWITCH SWM 5 Product Line: MULTI-SWITCH Product: MULTI-SWITCH SWM 8

The Category, Action Required, Delivery Method, and Tech Action Taken fields will auto default to the following:

Category = New Action Required = New Delivery Method = Tech Delivered Tech Action Taken = Support Hardware Installed

Note: The SWM field will not be flagged as the time of the order creation. The SWM order line item must first be closed, only then will the field be flagged.

Upon successful submission of the Order Line Item (OLI), the SWM check box at the account level will be checked. All subsequent activities/orders will come over with the SWM flag checked as an indicator to the technician that the home is currently wired with the SWM type multi-switch. The SWM field, located on the work order will also be flagged upon successful closure of a SWM product line.

(Before on Activity Detail View) (After on Activity Detail View)

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TAT Actions by Sub Type - Wireless



Sub Type: Install Tech Action Taken Description

Installed Activation of new IRD if order is flagged as Activation Approved Installed Activation via the call center. DOA1 DOA deactivation. DOA Installed DOA replacement activation. Call Center DOA DOA deactivation via call center. Call Center DOA Activation DOA activation via call center. DOA Retail DOA deactivation of customer owned IRD. Call Center DOA Retail DOA deactivation of customer owned IRD via call center. Support Hardware Installed Installation of all non IRD related line items. No Action Taken No action taken on specified line item. Will auto close OLI.

Sub Type: Upgrade Tech Action Taken Description

Installed Activation of new IRD if order is flagged as Activation Approved Installed Activation via the call center. DOA1 DOA deactivation. DOA Installed DOA replacement activation. Call Center DOA DOA deactivation via call center. Call Center DOA Activation DOA activation via call center. DOA Retail DOA deactivation of customer owned IRD. Call Center DOA Retail DOA deactivation of customer owned IRD via call center. Relocated IRD relocated on an upgrade relocate order. Replaced Deactivation of existing IRD during upgrade swap replace. Call Center Replaced Upgrade swap replace deactivation via call center. Support Hardware Installed Installation of all non IRD related line items. No Action Taken No action taken on specified line item. Will auto close OLI.

Sub Type: Service Tech Action Taken Description

Service Swap Activation of NEW IRD and deactivation of a defective IRD during service replacement.

Support Hardware Installed Installation of all non IRD related line items. No Action Taken No action taken on specified line item. Will auto close OLI.

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How to Submit Order Line Items by Sub Type - Wireless



New Install Order Line Item Action

Required Location Tech Action Taken

Part Status

New OLI Activation Approved New Enter location Installed New Submit

New OLI Not Activation Approved New Enter location Installed New Submit

1. Before submitting any Order Line Items, check the Activity for Activation Approved = Yes. If the

Activation Approved field is No, click on the Activation Approval from the Activity Detail view. 2. If it remains unchecked then the technician must first call DIRECTV to activate all equipment before

any line items are submitted. 3. Use the Update All Fields link to ensure all required fields are populated before submitting the Order

Line Item. Required fields include Product (model #), IRD Serial #, Access card #, RID (if applicable) Part Status and Location.

Former Install (Movers) (Activation Approved) Order Line Item Action


Part Status

New OLI New Enter new location Installed New Submit

Existing OLIs Blank Blank No Action Taken Good Used DO NOT SUBMIT

1. Before submitting any Order Line Items, check the Activity for Activation Approved = Yes. If the

Activation Approved field is No, click on the Activation Approval button from the Activity Detail view. 2. If it remains unchecked the technician must first call DIRECTV to activate all equipment before any

Order Line Items are submitted. 3. The Order Line Items that display the customer’s existing IRD information should not be submitted.

The Action Required field on these Order Line Items will be blank. 4. Use the Update All Fields link to ensure all required fields are populated before submitting the Order

Line Item. Required fields include Product (model #), IRD Serial #, Access card #, RID (if applicable) Part Status and Location.

5. If the equipment was customer owned, ensure that the new Order Line Item contains all equipment information as it appears in the existing line.

6. If the customer has a mix of Advanced Product and Standard IRDs, you must enter the existing IRD information in the NEW order line Item with a PRODUCT that matches that of the existing.

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Upgrade Relocate (Activation Approved) Order Line Item Action


Part Status

OLI (Category New) Relocate Blank No Action Taken N/A DO NOT SUBMIT

OLI with IRD being relocated (Category

Existing) Blank Enter New

Location Relocated Good Used Submit

1. Do not enter equipment information of the receiver being relocated on the Order Line Item with the

Action Required of Relocate. The Tech Action of this new Order Line Item reflects No Action Taken and does not require action. The OLI exists for informational purposes only.

2. The existing Order Line Item being relocated does need to be submitted with the Tech Action Taken of Relocated.

3. If more than one IRD is being relocated, repeat the above process for each IRD. However, for each new Order Line Item with the Action Required of Relocate you can only submit one (1) existing Order Line Item with the Tech Action Taken of Relocated.

Upgrade (Activation Approved) – Swap IRD with New IRD and Relocate (Swap Relocate)

Order Line Item Action Required Location Tech Action

Taken Part

Status

OLI for New IRD (Category New)

Swap Relocate Enter location Installed * New Submit

OLI with IRD to be moved (Category

Existing) Blank Enter new

location Relocated Good Used Submit

1. Ensure the Action Required field on the new Order Line Item is Swap Relocate before closing. If it is

incorrect, contact your local Dispatch Office who will contact WOI to have the Activity modified. You will not be able to submit the relocated receiver if the Action Required is not Swap Relocate.

2. Check the Activity for Activation Approved = Yes. If the Activation Approved field is No, the technician MUST call DIRECTV to activate the new receiver and change the Tech Action Taken to Call Center Activation. The Activation Approval button will be disabled.

3. The new replacement receiver OLI with the Action Required of Swap Relocate MUST be activated and closed first.

4. Use the Update All Fields link to ensure all required fields are populated before submitting the new Order Line Item. Required fields include Product (model #), IRD Serial #, Access card #, RID (if applicable) Part Status and Location.

5. Once the new replacement receiver is activated, change the Tech Action Taken of the existing receiver to Relocated.

6. If more than one IRD has the Action Required of Swap Relocate, repeat the above process for each IRD. However, you can only submit one (1) new receiver with the Tech Action Taken of Relocated, for an existing receiver being relocated.

* Note: If the Activity is Activation Approved and the technician called the DIRECTV Call Center to activate, the Tech Action Taken should be changed from Installed to Call Center Activation.

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Upgrade (Activation Approved) – Swap Replace

Order Line Item Action Required Location Tech Action

Taken Part

Status

OLI for New IRD (Category New)

Swap Replace Enter location Installed * New Submit

OLI with IRD being deactivated (Category

Existing) Blank Blank Replaced Good Used Submit

1. Ensure that the Action Required on the new Order Line Item has Swap Replace before closing. If it is

incorrect, please contact your local Dispatch Office who will contact WOI to have the Activity modified. You will not be able to deactivate the old receiver if the Action Required is not Swap Replace.

2. Check the Activity for Activation Approved = Yes. If the Activation Approved field is No, the technician MUST call DIRECTV to activate the new receiver and change the Tech Action Taken to Call Center Activation. The Activation Approval button will be disabled.

3. The new replacement receiver OLI with the Action Required of Swap Relocate MUST be activated and closed prior to deactivating the replaced receiver. If the correct order is not followed, the error message below will display.

o You are attempting to disconnect more receivers than allowed on this order OR you have not activated the replacement receiver. The number of receiver disconnects must be equal to the number of successful receiver activations.

4. Use the Update All Fields link to ensure all required fields are populated before submitting the Order Line Item. Required fields include Product (model #), IRD Serial #, Access card #, RID (if applicable) Part Status and Location.

5. Once the new replacement receiver is activated, change the Tech Action Taken of the existing receiver to Replaced.

6. If more than one IRD has the Action Required of Swap Replace, repeat the above process for each IRD. However, you can only submit one (1) new receiver with the Tech Action Taken of Replaced for an existing Order Line Item being replaced.

Note: If the Activity is Activation Approved and the technician called the DIRECTV Call Center to activate, the Tech Action Taken should be changed from Installed to Call Center Activation.

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Service – Replace IRD with a New IRD (Activation Approved) Order Line Item Action


Part Status

Add a new OLI for the replacement IRD which will also deactivate the defective damaged IRD

N/A Enter location Service Swap New Submit

1. Both the secondary and primary defective and replacement IRDs can be activated / deactivated using

the Wireless Device. 2. Make note of the Location and the Access Card # of the defective asset being replaced. 3. Add a new Order Line Item. 4. Use the Update All Fields Hyperlink to ensure all required fields are populated. Required fields

include Product (model #), IRD Serial #, Access Card #, RID (if applicable) Tech Action and Location. • Change the Tech Action Taken of the new receiver to Service Swap.

5. On the OLI Detail view, scroll down to the Swap Access Card # field and click on the Hyperlink. 6. From the drop-down menu, select the correct Access Card # of the defective IRD to be deactivated

and click the Save button. The chosen Access Card will appear on the OLI Detail view. 7. Once the information is correctly populated, click the Submit Hyperlink and then Check Status

Hyperlink until the status changes from Open to Submitted to In Transit to Closed. 8. The Product Line field on the added line must match the Product Line of the existing line. Example:

If the defective receiver was IRD- STANDARD, the technician should only replace with an IRD – STANDARD.

* Note: If the technician called the DIRECTV Call Center to activate the new replacement IRD, the Tech Action Taken should be changed to Call Center Replacement Activation.

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Troubleshooting Siebel Failed Line Item Errors - Wireless



1. R3-OLI-70017: R3-OLI-70017:Inventory not available (not on truck) Problem: Serialized asset does not exist at source inventory location.

a) Review all Order Line Items and ensure you have not already submitted an OLI with the same equipment information.

b) Verify the Receiver Serial Number. It must be entered in upper case. Validate the Serial Number against the sticker. Most common errors are entering a letter 'O' instead of a zero and the number 1, instead of the letter L. Attention to detail is key.

c) Verify the Product and Product Line. If it is a DVR, the Product line should be IRD - DVR. An HD would be IRD - HD or IRD - KA/KU, etc. For Product Line updates contact your local office for assistance.

d) Verify the Delivery Method. If it is customer owned and the Delivery Method on the OLI is Tech Delivers, contact your local office for assistance.

e) Verify the Category field. Ensure you did not select an existing OLI for a Tech Delivers product or vice versa. The Category should be 'New' for all Tech Delivers products.

f) If there are no discrepancies, contact your local office for assistance to ensure assets are correctly moved to the correct inventory location.

2. R3-OLI-01003: Access Card Number already in use. Please select different Access Card

Number and submit again.

Problem: This error message indicates the Access Card number entered on the new line already exists on one of the Order Line Items.

a) Ensure you are not entering the same Access Card number twice. b) Contact your local office for assistance.

3. R3-OLI-15008: Access card status should be ACTV or DCRD (complete in call center and re-

submit)

Problem: The Tech Action Taken used does not match the status of the Access Card.

a) Reminder: Tech Action Takens of Removed and Replaced will attempt to disconnect the receiver.

b) Call Center Removed and Call Center Replaced will search for a DCRD Access Card status and should only be used if you used the IVR to disconnect the receiver.

c) On a Former Install Only: If the status is DCRD and should be ACTV, use the IVR to reactivate all necessary assets.

d) With Former Installs, be sure you have activated all assets required before leaving the job. e) If necessary, contact your local office for assistance.

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4. R3-OLI-08018: You are not allowed to complete this transaction (remove the existing box first and/or ensure product lines match.)

Problem: The product line for the replacement receiver (Category: Added) does not match the product line for the removed receiver (Category: Existing).

a) If this is a Service Call Activity and in a 72.5 market replacing an IRD – STANDARD with an

IRD – KA/KU, contact your local office for assistance. b) On a Service Call, validate the same product is on both the removed and replacement OLI(s).

You will not be able to close the Activity otherwise (except in a 72.5 market). c) Ensure the existing OLI has been successfully closed before submitting the added OLI. d) If steps A through C fail, contact your local office for assistance.

5. R3-OLI-08012: You are attempting to disconnect more receivers than allowed on this order OR

you have not activated the replacement receiver. The number of receiver disconnects must be equal to the number of successful receiver activations.

Problem: The technician attempts to deactivate the existing receiver first before activating the new receiver OR attempts more deactivations than the number of allowed Installs.

a) Begin with successfully activating the replacement receiver. b) The Order Line Item must be successfully closed. c) If the replacement receiver has been activated and the Order Line Item closed

successfully and the problem persists, contact your local office for assistance.

6. Click Refresh Activation Button. Verify Activation Approved flag. If the Activation Approved Flag is Y then submit OLI again. If Activation Approved Flag is N then activate thru IVR. Submit OLI again only after successful activation.

Problem: The asset may be active on another account or DCRD on the account when it would be ACTV. a) Verify all information for the asset is correct. Be sure there are no spaces in front of any

information and all Access Card numbers and RID numbers are 12 digits long. b) If necessary, contact your local office for assistance.

7. R3-OLI-01003: IRD Serial # OR Location OR Access Card # OR RID # is Null or Part Status is

Null. Problem: One of the fields required for activation or deactivation is not populated.

a) Populate all required fields and resubmit the line item. b) Required fields include: IRD Serial #, Product, Access Card #, RID (if applicable) Part Status,

and Location. c) Product name can not be the generic IRD - STANDARD, it must include a model number. d) Part Status should be Good Used if the delivery method is Customer Owned. Good New for

Tech Delivered. e) If the Activity is a Former Install, ensure the new Order Line Items match the existing. If the

existing line includes 12 zeros as the RID #, the new line must match. f) If steps A through E fail, contact your local office for assistance.

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8. R3-OLI-08011: You are attempting to relocate more IRDs than allowed on this order.

Problem: The user attempted to submit an additional OLI with a Tech Action Taken of Relocated, more than what is allowed on the order.

a) For each receiver being Relocated or Swap Relocated, a new Order Line Item must exist

with the Action Required of Relocate or Swap Relocate. b) Check the quantity of Order Line Items with Category = New and Action Required = Swap

Relocate or Relocate. c) Check the quantity of Order Line Items submitted with the TAT of Relocate. If the OLI

submitted exceeds the allowable quantity, then set Tech Action Taken to No Action Taken. d) To add additional Relocate Order Line Items, contact your local office for assistance. Fees

may apply and the customer must be in agreement. 9. R3-FS13-00021: One of the required fields is missing. Problem: One of the fields required for activation or deactivation is not populated.

a) Populate all required fields and resubmit the line item. b) Required fields include: IRD Serial #, Product, Access Card #, RID (if applicable) Part Status,

and Location. c) Product name cannot be the generic IRD - STANDARD, it must include a model number. d) Part Status should be Good Used if the Delivery Method is Customer Owned. Good New for

Tech Delivered. e) If the Activity is a Former Install, ensure the new Order Line Items match the existing. If the

existing line includes 12 zeros as the RID #, the new line must match. f) If steps A through E fail, contact your local office for assistance.

10. R3-OLI-01015: Activate the receiver thru IVR. Submit OLI again only after successful

activation. Problem: The active receiver is not found (not part of the original order) and Refresh Activation button is grayed: (OLI submitted with TAT = Installed) a) Activate the receiver through the IVR. Submit the OLI again only after successful activation. b) If step A fails, contact your local office for assistance.

11. R3-OLI-01019: Data on OLI does not match data on account.

Problem: The equipment information entered on the Order Line Item does not match what was entered by the DIRECTV call center rep at time of activation or deactivation. a) Contact your local office for assistance.

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12. R3-OLI-01050: Receiver not found based on account and access card number combination. Unable to locate receiver for deactivation. Verify account and access data and resubmit the Order Line Item.

Problem: Based on the Account Number and Access Card Number combination the actual Asset cannot be located for deactivation.

a) Verify the Account and Access Card data and resubmit the Order Line Item. b) If there are no discrepancies, contact your local office for assistance.

13. R3-OLI-01051: Receiver you are attempting to deactivate is not mirrored and cannot be disconnected. Contact DIRECTV Customer Service for assistance. If the receiver has already been disconnected resubmit the line with Call Center Replaced.

Problem: The Asset was located and found to be non-mirrored. a) Call the IVR to deactivate the receiver. b) If the receiver has already been disconnected, resubmit the Order Line Item with Call

Center Replaced. c) If steps A and B fail, contact your local office for assistance.

14. R3-OLI-01052: There is no active mirrored Secondary receiver. Activate the replacement

receiver first, before deactivating the Primary receiver.

Problem: You are attempting to deactivate the Primary receiver and there are no active mirrored Secondary Receivers found on the account. At least one mirrored receiver should exist to allow programming to be mirrored.

a) Activate the replacement receiver first and proceed with deactivating the old receiver. b) If there are no discrepancies, contact your local office for assistance.

15. R3-OLI-01055: Unable to find the Primary Receiver Access Card. Create an ISR for assistance.

Problem: Failure to locate the new Primary receiver.

a) Verify the deactivation of the Primary card was successful. b) If there are no discrepancies, contact your local office for assistance.

16. R3-OLI-01056: Unable to find the work Order Line Item of the new Primary receiver. Create an

ISR for assistance.

Problem: System Failure to locate the existing OLI based on Order Id and Access Card Number combination.

a) Contact your local office for assistance.

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17. R3-OLI-05003:You cannot submit this OLI until in progress transactions are complete

Problem: The user attempted to submit an OLI while another OLI is in Submitted or In Transit line item status. a) Ensure there are no OLIs currently in progress. If there are, you must follow this process to

ensure the OLI closes successfully before submitting other OLIs. b) If step A fails, contact your local office for assistance.

18. R3-OLI-70006:Tech is not assigned to truck (no inventory available) or Tech is assigned to

multiple inventory locations (transaction cannot be completed until corrected) Problem: Tech is not assigned to truck or is assigned to multiple inventory locations

a) Contact your local office for assistance with your Tech Profile and to ensure you are correctly

provisioned with one correct inventory location. 19. R3-OLI-70025: Receiver is not associated to a customer (inventory transaction not valid).

Problem: The receiver is found in an HSP’s inventory location and should be in an External location. This typically appears on Service Calls when closing an existing OLI with the Tech Action Taken of Call Center Removed or Removed.

a) Contact your local office for assistance. 20. R3-OLI-08012: You are attempting to disconnect more IRDs than allowed on this order.

Problem: The user attempted to submit an additional OLI with a Tech Action Taken of Replaced or Call Center Replaced, more than what is allowed on the order. a) For each receiver being Replaced or Call Center Replaced, a new line item must exist with

the Action Required of Replace or Swap Replace. Check the quantity of Order Line Items with Category = New and Action Required = Swap Replace or Replace.

b) Be sure the amount of existing OLIs closed with the Tech Action Taken of Call Center Replaced matches the amount of new OLIs closed with the Action Required of Swap Replace. If the OLI submitted exceeds the allowable quantity, set the Tech Action Taken to No Action Taken.

c) If steps A and B fail, contact your local office for assistance. 21. -1: Transaction Failed! Warning: 50051: Unable to add cards / services.

Problem: The wrong Tech Action Taken is being used on the replacement OLI.

a) Ensure the replacement OLI shows the Tech Action Taken of Call Center Rplcmnt Activation and resubmit.

b) If the problem persists, contact your local office for assistance.

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22. The count of New Order Line Items with Action Required Swap Replace should be equal to the

count of Existing OLIs closed with TAT = Replaced or Call Center Replaced.

Problem: You are attempting to close the truck roll Activity and have not successfully closed all existing OLIs or they were not submitted with the correct TAT.

a) Verify each new line item with the Action Required of Swap Replace, has an existing OLI successfully closed with the Tech Action Taken (TAT) of Replaced.

b) DO NOT USE the Service TAT of Removed or Call Center Removed unless you also had to replace an additional existing receiver. In this case, submit an additional Existing line with TAT of Removed or Call Center Removed, add the replacement line and submit it with Replacement Installed or Call Center Replacement Installed.

c) It is very important to verify the Action Required on the new OLI before submitting. If a receiver does not have to be replaced and the Action Required is Swap Replace, this must be modified.

d) If necessary, contact your local office for assistance.

23. Display Code: -1 Description: Unable to find line Item Id.

Problem: The asset is either not active on the account or the data listed on the OLI is incorrect (does not match account.) a) Contact your local office for assistance.

24. Display Code: ERROR Description: Order not found in OMS.

Problem: The asset is either not active on the account or the data listed is incorrect (does not match account).


Valid Scenarios WO Type Scenario Action RequiredOLI Category Tech Action Taken

New Installed Upgrade Upgrade Swap Replace Swap Replace Existing Replaced or Call Center Replaced

New Installed Existing Replaced or Call Center Replaced Existing Removed or Call Center Removed Upgrade

Upgrade Swap Replace and Service

Replacement Swap Replace

Added Replacement Installed or Call Center Replacement Installed

Invalid Scenario!!!!!!! WO Type Scenario Action RequiredOLI Category Tech Action Taken

New Installed Upgrade Upgrade Swap Replace Swap Replace Existing Removed or Call Center Removed

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25. Display Code not returned. Unable to get response for disconnect. Please try again at a later time or create an ISR for FOSS assistance.

Problem: Systemic error. a) Contact your local office for assistance.

26. Error: This account has been disconnected or suspended. Order Line Item can not be closed

unless the account is active. Please contact the customer to activate the account or cancel this work order with refused activation reason code.

Problem: The account is inactive.


27. Undefined: Transaction Failed! Warning: 50056: Unable to add / modify / disconnect cards / services.

Problem: The data in one or more of the fields is incorrect or the RID is active on another receiver. a) Verify all data is correct including but not limited to the Asset Serial Number and the Product. b) If the OLI continues to fail, contact your local office for assistance.

28. Undefined: Transaction Failed! Error: 74000 or 75450: A SeeBeyond error has occurred -

transaction incomplete. Problem: There are invalid characters in one or more of the fields on the OLI.


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Adding Protection Plan as an OLI – Wireless



Add a Protection Plan OLI from the OLI List To add a Protection Plan from the OLI List screen is an additional method, however it is not the preferred method. 1. In the OLI List screen click on New.

2. Select Protection Plan from the Product Line drop down list and click on Next.

3. Click Check Inventory from the Enter Entire Serial Number screen.

4. Click Next from the Verify Information screen.

5. Select Protection Plan from the Product drop down and click on Next.

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Adding Protection Plan as an OLI – Wireless



6. Click Save on the Final Update screen.

7. The Protection Plan is added to the OLI List.

8. Proceed with closing the line item as you would a non-serialized item.

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DOA REPLACEMENTS — WIRELESS



DOA Replacement on SECONDARY Receiver — Wireless Scenario Steps This scenario presumes the technician updated and submitted the Order Line Items (OLIs) on an Install / Upgrade and activated through the wireless unit. However, upon testing, the technician determined a secondary receiver was DOA prior to closing the Activity. The technician replaced the DOA receiver with a new receiver. Automation is allowed. The technician will … 1. Add a Comment — Job Running Long. 2. Update the DOA IRD OLI to indicate it is

defective and close the OLI. 3. Create a new OLI for the newly installed

replacement IRD and close the OLI to activate the IRD without calling the designated number to activate.

4. Close the Activity.

Add a Comment 1. Click on the Comment Link and click on the New Hyperlink. 2. Click on the Comment drop-down list and select the appropriate comment — Job

running long. 3. Click on Save. DOA IRD 1. Select the IRD OLI that is DOA. 2. Click on Tech Action and choose DOA1. 3. Click on Part Status and choose Defective DOA. No other fields need to be updated

since all the other information was previously entered when the IRD was activated. 4. Click on the Submit Link and Check Status to refresh the Status to Closed. 5. Click on the OLI List Link to return to the list of OLIs. Note the Status of the DOA IRD

OLI is DCRD. Replacement IRD 1. Click on the New Hyperlink. 2. Select the appropriate Product Line. Click on the Next button. 3. Scan or enter the new IRD Serial Number. 4. Click on the Check Inventory button. 5. Verify the Product, Access Card # and Part Status field. Click on the Next button. 6. Click on the Location Link and select the location where the new DOA replacement IRD

was installed. 7. Click on Tech Action and choose DOA Installed. 8. Scan or enter the new IRD RID Number. 9. Click on Save. 10. Select the OLI that was just created for the new DOA replacement IRD 11. Click on the Submit Link and Check Status to refresh the Status to Closed. Close the Activity 1. Return to the Activity Detail view. 2. Click the Close Hyperlink.

DOA Replacement on PRIMARY Receiver — Wireless Scenario Steps This scenario presumes the technician updated and submitted the Order Line Items (OLIs) on an Install / Upgrade and activated through the wireless unit. However, upon testing, the technician determined the primary receiver was DOA prior to closing the Activity. The technician replaced the DOA receiver with a new receiver. Automation is not allowed. Since a customer’s programming is associated with the primary receiver, the technician must call the designated number to have a DIRECTV CSR make the defective IRD DOA, create the pending Access Card and activate the new replacement IRD. The technician will … 1. Add a Comment — Job Running Long. 2. Update the DOA IRD OLI to indicate it is





running long. 3. Click on Save. DOA IRD 1. Select the IRD OLI that is DOA. 2. Click on Tech Action and choose Call Center DOA. 3. Click on Part Status and choose Defective DOA.

No other fields need to be updated since all the other information was previously entered when the IRD was activated.

4. Click on the Submit Link and Check Status to refresh the Status to Closed. 5. Click on the OLI List Link to return to the list of OLIs. Note the Status of the DOA IRD

OLI is DCRD. Replacement IRD 1. Click on the New Hyperlink. 2. Select the appropriate Product Line. Click on the Next button. 3. Scan or enter the new IRD Serial Number. 4. Click on the Check Inventory button. 5. Verify the Product, Access Card # and Part Status field. Click on the Next button. 6. Click on the Location Link and select the location where the new DOA replacement IRD

was installed. 7. Click on Tech Action and choose Call Center DOA Activation. 8. Scan or enter the new IRD RID Number. 9. Click on Save. 10. Select the OLI that was just created for the new DOA replacement IRD 11. Click on the Submit Link and Check Status to refresh the Status to Closed. Close the Activity 1. Return to the Activity Detail view. 2. Click the Close Hyperlink.

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DOA REPLACEMENTS — WIRELESS



DOA Replacement on SECONDARY Receiver — Customer-Owned Equipment — Wireless Scenario Steps This scenario presumes the technician updated and submitted the Order Line Items (OLIs) for a former customer installing a new customer-owned standard IRD purchased at a retail location. The technician activated through DIRECTV. However, upon testing, the technician determined the customer-owned standard secondary receiver was DOA prior to closing the Activity. The technician replaced the DOA receiver with a new receiver. Automation is allowed. Note: The Delivery Method field would reflect Customer Owned — not Tech Delivered. If a Former Customer’s Advanced Product is DOA, the technician does not replace the DOA IRD with a new one and only updates the DOA IRD OLI. The technician will … 1. Add a Comment — Job Running Long. 2. Update the DOA IRD OLI to indicate it is





running long. 3. Click on Save. DOA IRD 1. Select the IRD OLI that is DOA. 2. Click on Tech Action and choose DOA Retail. 3. Click on Part Status and choose Defective DOA. 4. No other fields need to be updated since all the other information was previously

entered when the IRD was activated. 5. Click on the Submit Link and Check Status to refresh the Status to Closed. 6. Click on the OLI List Link to return to the list of OLIs. Note the Status of the DOA IRD

OLI is DCRD. Replacement IRD (for Advanced Products skip to Close Activity) 1. Click on the New Hyperlink. 2. Select the appropriate Product Line. Click on the Next button. 3. Scan or enter the new IRD Serial Number. 4. Click on the Check Inventory button. 5. Verify the Product, Access Card # and Part Status field. Click on the Next button. 6. Click on the Location Link and select the location where the new DOA replacement IRD

was installed. 7. Click on Tech Action and choose DOA Installed. 8. Scan or enter the new IRD RID Number. 9. Click on Save. 10. Select the OLI that was just created for the new DOA replacement IRD 11. Click on the Submit Link and Check Status to refresh the Status to Closed. Close the Activity 1. Return to the Activity Detail view. 2. Click the Close Hyperlink.

DOA Replacement on PRIMARY Receiver — Customer-Owned Equipment — Wireless Scenario Steps This scenario presumes the technician updated and submitted the Order Line Items (OLIs) for a former customer installing a new customer-owned standard IRD purchased at a retail location. The technician activated through DIRECTV. However, upon testing, the technician determined the customer-owned standard primary receiver was DOA prior to closing the Activity. The technician replaced the DOA receiver with a new receiver. Automation is not allowed. Note: The Delivery Method field would reflect Customer Owned — not Tech Delivered. Since a customer’s programming is associated with the primary receiver, the technician must call the designated number to have a DIRECTV CSR make the defective IRD DOA, create the pending Access Card and activate the new replacement IRD. If a Former Customer’s Advanced Product is DOA, the technician does not replace the DOA IRD with a new one and only updates the DOA IRD OLI. The technician will … 1. Add a Comment — Job Running Long. 2. Update the DOA IRD OLI to indicate it is





running long. 3. Click on Save. DOA IRD 1. Select the IRD OLI that is DOA. 2. Click on Tech Action and choose Call Center DOA Retail. 3. Click on Part Status and choose Defective DOA. 4. No other fields need to be updated since all the other information was previously

entered when the IRD was activated. 5. Click on the Submit Link and Check Status to refresh the Status to Closed. 6. Click on the OLI List Link to return to the list of OLIs. Note the Status of the DOA IRD

OLI is DCRD. Replacement IRD (for Advanced Products skip to Close Activity) 1. Click on the New Hyperlink. 2. Select the appropriate Product Line. Click on the Next button. 3. Scan or enter the new IRD Serial Number. 4. Click on the Check Inventory button. 5. Verify the Product, Access Card # and Part Status field. Click on the Next button. 6. Click on the Location Link and select the location where the new DOA replacement IRD

was installed. 7. Click on Tech Action and choose Call Center DOA Activation. 8. Scan or enter the new IRD RID Number. 9. Click on Save. 10. Select the OLI that was just created for the new DOA replacement IRD 11. Click on the Submit Link and Check Status to refresh the Status to Closed. Close the Activity 1. Return to the Activity Detail view. 2. Click the Close Hyperlink.

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Upgrade Relocate and Swap Relocate - Wireless



Currently an Upgrade Relocate or Upgrade Swap Relocate Activity can be closed without identifying which existing receiver was relocated / swapped. This impacts proper payment of the Activity. As of 12/10/08 Siebel will perform validations based on the Order details, to ensure the same numbers of existing Order Line Items (OLIs) are closed with the appropriate Tech Action Taken (TAT). Siebel will prevent activity closure on Upgrade Relocate and Upgrade Swap Relocate Activities, unless the number of new second line Relocate or Swap Relocate OLIs are equal to the number of existing OLIs closed with TAT = Relocated. When the Action Required field reflects Relocate or Swap Relocate, the existing OLI MUST be closed with the TAT of Relocated. The process for OLI closure for an Upgrade Relocate or Upgrade Swap Relocate Activity will not change. However, if the existing IRD’s TAT is not changed to Relocated and the OLI is not closed, an error message will appear when the user tries to close the Activity. Scenario An Upgrade Relocate Activity requires the technician to move their DIRECTV D11 from one room to another. The Order has three open OLIs listed. The IRD – Standard is the OLI with the Action Required of Relocate and does not require any action by the technician. The existing DIRECTV D11 OLI is the one being relocated and must be closed with the TAT of Relocated.

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When an attempt is made to close a Relocate or Swap Relocate Activity without closing the existing line with Relocated the following error message will appear.

The open IRD – Standard OLI has the Action Required of Relocate. This is a No Action Taken OLI instructing the technician that an IRD - STANDARD is to be relocated.

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Close an Upgrade Relocate Activity 1. Review the OLIs. All of the customer’s existing assets are listed as OLIs. In addition, the OLI with

the Action Required field of Relocate is from DIRECTV’s Order Management System and is listed for informational purposes only. It is provided to inform the technician to relocate an IRD for the customer. No updates are required on this OLI.

2. Select the IRD OLI which was relocated. In this case it was the IRD - STANDARD that was relocated

so it was the existing D11.

3. Scroll down the OLI Detail screen. Click on the Tech Action Taken link and select Relocated form

the drop-down list.

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4. Click on the Part Status link and select Good Used form the drop-down list. Click on the Location link and select to the new Location of the IRD.

5. Once the Tech Action, Part Status and Location fields have been updated, scroll back to the top of

the page, click on the Submit link to close the OLI.

6. Once the Relocated OLI has been successfully submitted and closed, click on the Activity Detail link

to return to the Activity. Close the Activity.

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Upgrade Swap Relocate Activity The same rules apply for closing a Swap Relocate Activity as for closing a Relocate Activity. 1. When an Upgrade Activity reflects an OLI with the Action Required of Swap Relocate, the technician

will need to add the IRD information for the new IRD installed. 2. Change the TAT of the existing OLI that was Relocated to TAT of Relocated.

Note: If the TAT for the existing OLI is not changed, the following error will appear when attempting to close the Activity.

Note: Every OLI with the Action Required of Relocate or Swap Relocate will require an equal amount of Relocated OLIs to be closed.

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Upgrade Swap Replace – Wireless



The activation process for Swap Replace on an Upgrade Activity has been streamlined to increase self care activations and reduce the activations by DIRECTV Customer Service agents. Upgrade Swap Replace Activities will always be Activation Approved and the Activation Approval button will be disabled. Technicians will have the ability to deactivate primary receivers and activate the new replacement receiver without calling DIRECTV. (Receiver must be mirrored). The new Upgrade Swap Replace process will require the user to activate the replacement (Category = New) receiver prior to deactivating the replaced (Category = Existing) receiver. If the correct process is not followed, an error message will appear and in most cases will include clear instructions on what steps should be taken to successfully close the Order Line Item (OLI). Additionally, validation has been added at the time of activity closure. For each new OLI with the Action Required of Swap Replace there must be a closed existing OLI with the Tech Action Taken of Replaced or Call Center Replaced. If the system detects a mismatch, the user will not be able to close the Upgrade Activity. The new Swap Replace Process must follow three steps.

1. Activate the new replacement receiver ordered on an Upgrade Order. 2. Deactivate the customer owned receiver. 3. Validate the Action Required and Tech Action Taken for the new and existing OLIs.

Activate the New Replacement Receiver The new replacement receiver relies on the programming from the receiver being replaced. All programming currently active on the customer owned receiver will be transferred to the new receiver (upon successful closure). Therefore, it is important for the technician to always submit and activate the new receiver before deactivating the receiver being replaced. 1. At the DIRECTV Main Menu, click on My Activities.

2. At the Today’s Activities screen, select the appropriate Activity by clicking on the Time link in the Planned column. This navigates to the Activity Detail view.

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3. Click on the OLI List hyperlink.

4. In the OLI list, click the first Order Line Item in the Product column, which represents the new

receiver being installed.

5. In the OLI Detail screen click on the Update All Fields Hyperlink and follow the five steps to

complete the fields. Note: the Action Required = Swap Replace.

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6. Step 1: Verify the Product Line field. Click on the Next button.

7. Step 2: Complete the IRD Serial # field by either scanning the bar code or manually typing the Serial

Number and click on the Check Inventory button which auto-populates several other fields.

8. Step 3: Verify Information (Product Line; Product; IRD Serial #; Access Card #; Part Status. Click on

the Next button.

9. Step 4: Enter Product, Access Card, Part Status – verify these are correct. Fields can be edited if

needed. Click on the Next button.

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10. Step 5: Final Update. Enter the Location of the IRD; check the Tech Action = Installed and scan or enter the RID # if necessary. Click the Save button.

11. After updating or creating each OLI, click on the Submit link to submit the OLI.

12. Click on the Check Status link at the top to refresh the screen until the OLI Status changes from Submitted to In Transit to Closed before continuing to the next OLI.

13. The Line Item Status field will reflect Closed when successful. This completes the activation of the

new replacement receiver ordered on the Upgrade.

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Deactivate the Customer Owned Receiver Prior to deactivating the customer owned receiver, the new replacement receiver must be activated. 1. In the OLI List, highlight the OLI which represents the Customer Owned receiver being disconnected.

Category: Existing Action Required: None

2. Change the Tech Action Taken to Replaced and click Save.

3. Change the Part Status to Good Used and click Save.

4. Once the Tech Action Taken and Part Status fields are populated, click on the Submit button to submit the OLI.

5. The Line Item Status field will reflect Closed when successful. This completes the deactivation of the

customer’s swapped receiver.

6. Close the Upgrade Activity. Note: For each new OLI with the Action Required of Swap Replace there must be a closed existing OLI with the Tech Action Taken of Replaced or Call Center Replaced. If the system detects a mismatch, the user will not be able to close the Upgrade Activity.

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Error Messages Descriptions Users should carefully read the error message description and follow the next step indicated to assist in closing the line item successfully. 1. When the Asset was located and found to be non-mirrored then:

• R3-OLI-01051: Receiver you are attempting to deactivate is not mirrored and cannot be disconnected. Contact DIRECTV Customer Service for assistance. If the receiver has already been disconnected resubmit the line with Call Center Replaced.

2. Primary Card Deactivation if there is no active mirrored Secondary Receivers for that account:

• R3-OLI-01052: There is no active mirrored Secondary receiver. Activate the replacement receiver first, before deactivating the Primary receiver.

3. When the technician attempts to deactivate the existing receiver first before the new receiver is

activated OR attempts more deactivations than the number of allowed replacements.

• R3-OLI-08012: You are attempting to disconnect more receivers than allowed on this order OR you have not activated the replacement receiver. The number of receiver disconnects must be equal to the number of successful receiver activations.

4. When the primary access card has been successfully deactivated and the OLI will not successfully

close, contact your local office.

• R3-OLI-01055: Unable to find the Primary Receiver Access Card. Create an ISR for assistance. 5. When the user attempts to close the Activity and the number of successful receiver activations did not

match with the number of successful receiver deactivations:

• The count of New order line items with action required Swap Replace should be equal to the count of Existing OLIs closed with TAT = Replaced or Call Center Replaced.

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Adding a Non-Serialized OLI – Wireless



1. In the OLI List screen click on New.

2. Select the name of the non-serialized product from Product Line drop down list and click on Next.

3. Click Check Inventory on the Enter Entire Serial Number screen.

4. Click Next on the Verify Information screen.

5. Select the specific product from the Product drop down and click on Next.

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Adding a Non-Serialized OLI – Wireless



6. Click Save on the Final Update screen.

7. The non-serialized asset is added to the OLI List.

8. Proceed with closing the line item as you would a non-serialized item.

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Former Install – Wireless



Former Install Activities are categorized in one of two ways and can be recognized by the Order Class field on the Activity Detail screen. The Order Class descriptions are outlined below. Order Class 1. Movers – An existing DIRECTV customer who moves to a new home and requires a professional

installation at their new location. • Movers Activities will be Activation Approved and appear as Activation Approved “Y”.

2. Former Customers – DIRECTV customers who have disconnected and want to reconnect their DIRECTV service at the same location.

• Former Customer Activities will not be Activation Approved and appear as Activation Approved “N”.

Note: Accounts in SUSP (Suspend) status with a Movers order will become ACTV (Active Status) once the Order Line Items are submitted successfully. Accounts in PSUSP (Pending Suspend) status will require a call to the IVR to complete the activation process. Important Note: If the customer has existing active IRDs, they will be listed in the OLI List as ACTV and Existing (Category – seen only when you click on the ACTV OLI and are taken to the OLI Detail view). These order line items should not be submitted! They exist for informational purposes only. Scenario: The following Former Install Activity is a Movers and instructs the technician to deliver one (1) IRD – 1 DVR (Line 3) and an ODU – 18 X 20 (Line 4). It will also require the installation of two (2), customer owned, Standard IRDs (Lines 1 and 2).

Lines 1 and 2 will need to be populated with the IRD information (Serial #, Access Card #, RID #) from the existing ACTV IRDs (Lines 5 and 6) on the customer’s Account. Once the information is populated, the OLI will be submitted for

Lines 5 and 6 contain the IRD information (Serial #, Access Card #, RID #) from the existing ACTV IRDs on the customer’s Account. These OLI will NOT be submitted – they for information purposes only!

Lines 3 and 4 have a Delivery Method of Tech Delivers and must be submitted.

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Activate the New “Tech Delivers” OLIs 1. Click on the new OLI to view the OLI Detail. (In this scenario the IRD - DVR (Line 3.)) 2. Scroll down to view the Category, Tech Action and Delivery Method fields.

Category > New Tech Action > Installed Tech Action > Tech Delivers

3. Click on the Update All Fields Hyperlink to continue to Step 1: Select the Product Line.

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4. Verify the Product Line and click on the Next button to continue to Step 2: Enter Entire Serial Number.

5. Scan or enter the IRD Serial # of the new IRD being installed and click on the Check Inventory

button to continue to Step 3: Verify Information.

The IRD Serial Number populates in the field.

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6. From the Step 3: Verify Information screen, verify the information. Click on the Next button to continue to Step 4: Enter Product, Access Card #, Part Status.

7. Verify the information is correct and click on the Next button.

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8. From the Step 5: Final Update screen, click on the Location drop-down list and choose the Location the new IRD being installed.

9. Verify the Tech Action = Installed. 10. Scan or enter the RID # into the RID # field. 11. Click on the Save button.

The OLI Detail screen displays.

12. Verify the information is populated correct. 13. Click the Submit Hyperlink and then Check Status Hyperlink until the status changes from Open to

Submitted to In Transit to Closed.

14. Repeat the previous steps for each required number of new assets being installed.

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Activate the Existing “Customer Owned” OLIs 1. Click on the ACTV existing OLI to view the OLI Detail. (In this scenario the DIRECTV D11 (Line 5.)) 2. Scroll down to view the Category and Tech Action fields: Category = Existing and Tech Action =

No Action Taken.

Note: Since this is an existing OLI and informational, DO NOT Submit.

3. Click on the OLI List Hyperlink to return to the list of OLIs. 4. Click on the first OLI. (In this scenario the IRD - STANDARD (Line 1).


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5. Scroll down to the Delivery Method field and verify whether it is Tech Delivered or Customer Owned.

6. Click on the Update All Fields Hyperlink to continue to Step 1: Select the Product Line.

In this scenario, the Delivery Method is Customer Owned.

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7. Click the Next button to continue to Step 2: Enter Entire Serial Number.

8. From the Step 2: Enter Entire Serial Number screen, click in the IRD Serial # field and scan or enter the IRD Serial # of the new IRD being installed then click on the Check Inventory button to continue to Step 3: Verify Information.

The IRD Serial Number auto populates in the field.

Note: If for some reason you cannot scan the Serial Number, follow the steps below to Copy and Paste the number from the existing OLI.

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9. From the Step 3: Verify Information screen, click the Next button to continue to Step 4: Enter Product, Access Card #, Part Status.

Note: Since the equipment was provided by the customer, it will not be in Truck Inventory and will not auto populate all the fields.

10. From the Step 4: Enter Product, Access Card, Part Status screen, click on the Product drop-down list and choose the correct Product.

Note: Ensure you choose the corresponding existing IRD from the list.

11. Scan or Copy / Paste the Access Card # into the Access Card field.

Note: If for some reason you cannot scan the Access Card Number, follow the steps below to Copy and Paste the number from the existing OLI.

12. Click on the Part Status drop-down list and choose Good Used. 13. Click the Next button to continue to Step 5: Final Update.

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15. From the Step 5: Final Update screen, click on the Location drop-down list and choose the Location the IRD was installed.

16. Verify the Tech Action = Installed (which is the default). 17. Scan or Copy / Paste the RID # into the RID # field.

Note: If for some reason you cannot scan the RID Number, follow the steps below to Copy and Paste the number from the existing OLI.

18. Click on the Save button.


19. Once the information is correctly populated, click the Submit Hyperlink and then the Check Status Hyperlink until the status changes from Open to Submitted to In Transit to Closed.

20. Repeat the previous steps for each required number of customer owned assets being installed.

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Copy / Paste Existing IRD Information Copy / Paste Tip – Using the Word Mobile Tool

1. From the existing OLI Detail view, press and drag the stylus across the number (Serial #; Access Card #; RID #) to highlight.

2. Once the number is highlighted, press and hold

the stylus to get the pop-up menu and select Copy. Return to the OLI being closed. Click in the field being populated. Press and hold the stylus again for the pop-up menu and select Paste.

1. From the existing IRD’s OLI Detail view, drag the stylus across all of the required information (Serial #; Access Card #; RID #) to highlight it.

2. Tap and hold the stylus and select Copy.

3. Go to the device’s Start Menu (Windows logo) and select Word Mobile or go to programs and select Word Mobile.

4. Open a new document. Tap and hold the stylus inside the document and select Paste.

5. From the Word document, copy the Serial #, and then go back to Internet Explorer to the appropriate new IRD OLI.

6. Select the Serial # field > tap and hold to Paste > Save.

7. Go back to the Start Menu > Programs > Word Mobile, find your document and follow the steps again for the Access Card # and RID #.

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Service IRD Replace NEW Replacement Receiver – Wireless



The following steps will walk you through how to activate the replacement receiver and deactivate the customers’ defective receiver. The new replacement receiver will be consumed (receiver is moved from the inventory location to an external location) and the defective receiver will be moved to the technician’s inventory location as defective damaged, all with the Tech Action Taken of Service Swap. Process includes:

Adding the new Order Line Item for the replacement receiver. Selecting the defective receiver from a list of customer’s existing receivers. Submitting the Order Line Item (OLI) to activate the new and deactivate the old

1. From the Activity Detail view, click on the OLI List link.

2. Click on the existing asset to be replaced. In this scenario, it is the Primary IRD which is defective

and needs to be replaced. Make note of the Location of the asset being replaced. Click on the OLI and make note of the Access Card as well which will be required later.

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3. Click on the OLI List Hyperlink to return to the OLI List view. 4. Click on the New Hyperlink to continue to Step 1: Select the Product Line.

5. Choose the applicable Product Line and click on the Next button to continue to Step 2: Enter Entire

Serial Number.

6. From Step 2: Enter Entire Serial Number screen, click in the IRD Serial # field and scan or enter the

IRD Serial # of the new IRD being installed then click on the Check Inventory button to continue to Step 3: Verify Information.

The IRD Serial Number populates in the field.

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7. From the Step 3: Verify Information screen, verify the information. Click on the Next button to continue to Step 4: Enter Product, Access Card #, Part Status.

8. Verify the information is correct and click on the Next button.

9. From the Step 5: Final Update screen, click on the Location drop-down list and choose the Location

the IRD being replaced. 10. Click on the Tech Action drop-down list and choose Service Swap. 11. Scan or enter the RID # into the RID # field. 12. Click on the Save button to return to the OLI List screen.

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13. Click on the new OLI to display the OLI Detail screen.

14. Verify the information is populated correct.

15. Scroll down to the Swap Access Card # field and click on the Hyperlink.

16. From the drop-down menu, select the correct Access Card # of the defective IRD to be deactivated

and click on the Save button. The chosen Access Card will appear on the OLI Detail.

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17. Once the information is correctly populated, click the Submit Hyperlink and then Check Status Hyperlink until the status changes from Open to Submitted to In Transit to Closed.

18. Upon successful closure of the OLI, the defective IRD will be deactivated whereby the AC Status will

display DCRD, and the AC Type will be changed from a Primary to a Secondary receiver.

• If there is more than one OLI, one of the other Secondary cards will be changed to Primary.

• If there is only one card, the new asset being installed will be changed to Primary.

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Voice Recordings — Wireless



The Intermec CN3 Wireless device is equipped with the ability to capture voice recordings and store them in the devices memory. Some technicians may or may not be aware of this functionality. Although we have not seen Siebel Wireless application performance problems relating to storage of voice recordings, it is in the user’s best interest to eliminate recordings as often as possible.

Storage Memory The Wireless device can store up to an overall maximum recording time of 85 minutes. Once the maximum is reached, a Storage Memory message will display with “Storage memory is critically low.” To free up memory space follow the steps below.

1. Tap on the Start button and select Programs from the drop-down menu.

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2. Select Notes from the Programs menu.

3. The Notes menu will appear. A Recording toolbar option will appear on the bottom of the Notes

screen to record audio notes.

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4. If the Recording option is not visible, tap on Menu and ensure the View Recording Toolbar option is checked.

5. If there are a number of Recordings listed or if the recording times are long, the device’s storage memory will decrease eventually making the device unusable. To increase the storage memory, delete large recorded files. Tap and Hold the Stylus over a Recording until the pop-up menu appears. Click Delete.

• Recording Name • Time of Recording • Length of Record in Seconds

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