Service Order Activities
Description of Service Order Types
Routine Orders
Two basic categories of orders are classified as "routine". They are "quick response" and "fast path". A majority of the quick response orders can be done on the spot with the customer on the phone, and do not require that the customer fill out an official order form. The fast path orders do require an order form from the customer and are usually completed within 5-7 business days with the exception of the Hospital. Hospital orders are completed within 3-5 business days.
Family 1: Quick Response
Requests that fall under this category can generally be completed by CSRs. "Billable" orders must be submitted by an "authorized signer" to be completed within two business days or less.
Requests considered, as "Quick Response" would include:
Software orders - these orders can usually be completed on the spot while the
customer is on the phone with the CSR.
Change features (voice mail {add, delete, reset password}, call forwarding, hunt
group, CPU group, change telephone number etc.)
Add/Delete long distance authorization codes
Account Number changes
Renting Polycom (rent or borrow speaker phones for a day)
Move phones
Debit/Credit billing (one time charges).
Change Len/Card (Assignments & FRED)
Change Network Class of Service (NCOS)
Equipment Only Deliveries
Suspend or restore orders (usually Housing)
Family 2: "Fast Path"
Field technicians or specialists can fulfill requests that fall under this category without going through project managers or engineering, thus improving turnaround time. A CSR and/or sometimes a Project Manager generally completes these orders.
Requests considered as "Fast Path" include:
Move a phone from one location to another
Install new wire, jacks, or special circuits that require no electronics and no conduit (conduit
already exits).
Install single voice/data line or special circuit
Active Ethernet circuit on demand for installed network
Install/Modify Automatic or Uniform Call Distribution (ACD or UCD; when equipment is in place).
Disconnect voice line
Disconnect data circuit
Demarc (wire & label only; if conduit exists)
Bridge lines
Multiple Appearance Directory Number (MADN)
Temporary service (dependent on project size)
Family 3: "Coordinated Requests"
Fulfilling these more complex requests require the collaboration of many ITCom functions (often include Plant or external vendors) to successfully analyze customer needs, design, and implement a solution. Turnaround time is job dependent but requests usually are completed within four to six weeks. Examples of these types of orders include:
Demarc (wire & label only; if conduit does not exist)
Order and coordinate the installation of AT&T 800 numbers
Order and coordinate the installation of Ameritech/GTE lines
Meet and discuss with customer the merits of a Service Agreements (SA)
Temporary Service (dependent on project size)
Order and coordinate the installation of off premises/Centrex lines
All orders needing conduit
All orders that require new riser panels
Infrastructure Projects
In addition to the above three order families, there are unique infrastructure requests that occur on a periodic basis. These orders usually do not have to go through the standard service delivery process, and are required to maintain ITCS or the University's basic networking or physical plant infrastructure.
Add/delete long distance authorization codes at the end of the semester
Reconfigure voicemails at semester-end
Upgrade software to infrastructure equipment
Install switch extensions
Change time of day on long distance carrier routings
Perform feasibility studies on new technologies
Implement new area code or split an exchange
Provide access to network monitoring tools
Respond to "requests for proposals"
Write "Request for Proposals" on behalf of customers
