ORS
Operations Resource System, the Avaya Services request fulfillment tool.
OVERALL OBJECTIVE
Provide dashboard/workflow of activity to ensure ease of transactions, accountability and versatility.
BUSINESS NEEDS MET
1.Provide Avaya Business Partners access to Services resources and capabilities.
- Provide a comprehensive view of work requests so all can work together effectively.
- Create a mechanism to allow Business Partners to outsource Provisioning-related activity.
WORKFLOW
What is the General Workflow? Where do Business Partner requests go, how does Avaya respond and how will the BPCC and Provisioning Partners have visibility to work forecast and assignments?
Request
Customer BP ORSBPCC
Complete Response Area Engagement Specialist (ES). Writes Order
Web form Evaluate Request Render Invoice Assign Work
AVAYA Team
Complete Work
COMPLETING THE REQUEST - OVERVIEW
(from outside of Avaya).
Access the request via your Avaya web portal. Enter your ID and password.
For security reasons, your password must be changed every 30 days.
Cick on the ‘Business Partner Dashboard’ icon.
You are now in the form where you may enter data, attach documents (material list) and submit a request for Avaya services.
Required fields are labeled in red. Parts of the form are initially collapsed and expand depending on selections you make as you enter your request information.
For example, if this is work is included in the Business Partner Advantage Program, click the box
…and the relevant fields display for you to enter your information.
COMPLETING THE REQUEST – OVERVIEW, continued
Other examples of expanding sections include
Placing the cursor on Trunking Providers and clicking once causes the following additional fields to display
To collapse the form, simply place your cursor in the box and click it to ‘uncheck’ the option.
COMPLETING THE REQUEST – OVERVIEW, continued
If more Trunking Providers will be involved in this project, enter the number of additional providers in the box next to , and click on . Four rows will display.
Using the button works the same way throughout the form.
COMPLETING THE REQUEST – OVERVIEW, continued
All of the fields in the form accept direct entries from you, the BP, with the exception of the Avaya Response Section. This section is to be completed by the Avaya Engagement Specialist (ES) assigned to the territory in which your service work will take place. This information will be ‘Read only’ to you.
Following are field-by-field instructions for entering information on the ORS Work Request Form.
COMPLETING THE REQUEST – DETAIL
COMPLETING THE REQUEST – DETAIL (continued)
One or all of the type of services offers may be selected. At least one must be selected.
Your selections determine what additional information is requested.
- Selecting Preparation & Deployment (Installation) causes the fields for basic information to display.
- Selecting Project Management gives you certain help desk options to select in the Training and Help Desk section of the form.
- Selecting Design & Development (Software) gives the same help desk options as Project Management and presents additional choices and designations of responsibility in the Software Provisioning section of the form.
- Selecting Knowledge Transfer creates the ability to request additional training in the Training and Help Desk section of the form.
- Multiple selections are allowed and combine to present all of your associated options.
COMPLETING THE REQUEST – DETAIL (continued)
COMPLETING THE REQUEST – DETAIL (continued)
Some form of a material/equipment list is required if the project involves new product hardware.
COMPLETING THE REQUEST – DETAIL (continued)
COMPLETING THE REQUEST – DETAIL (continued)
This field will expand to accommodate as much information as you wish to enter.
COMPLETING THE REQUEST – DETAIL (continued)
Move Information displays if ‘Customer Move’ is selected in the Activities and Schedule section of the form.
COMPLETING THE REQUEST – DETAIL (continued)
Everything in this section is required except for the Sold to: Number, which is very helpful for order writing once the request has been authorized.
The Distributor Information section displays if Project Management has been selected on the Request/Response Summary Screen.
All fields in this section are optional. The selection list includes the names of Avaya distributors.
COMPLETING THE REQUEST – DETAIL (continued)
The Installation section displays if Preparation & Deployment has been selected on the Request/Response Summary Screen.
COMPLETING THE REQUEST – DETAIL (continued)
COMPLETING THE REQUEST – DETAIL (continued)
COMPLETING THE REQUEST – DETAIL (continued)
If you checked Addition/Upgrade on the Activities and Schedule section, the Major Additions bar displays.
Enter the number of additions, and click on to display the entry fields.
COMPLETING THE REQUEST – DETAIL (continued)
COMPLETING THE REQUEST – DETAIL (continued)
COMPLETING THE REQUEST – OVERVIEW, continued
COMPLETING THE REQUEST – OVERVIEW, continued
COMPLETING THE REQUEST – OVERVIEW, continued
COMPLETING THE REQUEST – OVERVIEW, continued
The Software Provisioning and Training and Help Desk sections appear and display entry fields depending on selections made in the Request/Response Summary Section of the form. Combinations and results are shown below.
Software Provisioning displays if Design & Development has been selected in the R/R Summary.
COMPLETING THE REQUEST – OVERVIEW, continued
Training options appear if Knowledge Transfer is checked on the R/R Summary section.
COMPLETING THE REQUEST – OVERVIEW, continued
If Project Management and or Design & Development has been selected
COMPLETING THE REQUEST – OVERVIEW, continued
If Project Management and/or Design & Development; and Knowledge Transfer have been selected
COMPLETING THE REQUEST – OVERVIEW, continued
Click the checkbox to open the BPAP section and the Sales Associate name and contact information are required.
COMPLETING THE REQUEST – OVERVIEW, continued
TRACKING YOUR REQUESTS ON THE BUSINESS PARTNER DASHBOARD
After you complete the information, click Submit to send the request. It will be routed to the appropriate Avaya ES Manager for the area where the installation will occur. Your request will be evaluated, responded to, and posted on your Business Partner Dashboard within 48 hours of submission.
The Business Partner Dashboard is arranged by status categories.
SUBMITTING THE REQUEST TO AVAYA and AUTHORIZING THE WORK
SUBMITTING THE REQUEST TO AVAYA and AUTHORIZING THE WORK
If this is an agreeable bid, click on Authorize to accept the terms
If you wish to make changes to your request, do so in the form and click on Revise to re-submit;
If you wish to rescind the request, click on Cancel;
If you wish to leave the screen without making changes, click on Quit (no change).
SUBMITTING THE REQUEST TO AVAYA and AUTHORIZING THE WORK continued
To make revisions for resubmission, click revise, make your change and click on Resubmit.
TRACKING YOUR REQUESTS ON YOUR BUSINESS PARTNER DASHBOARD
TRACKING YOUR REQUESTS ON THE BUSINESS PARTNER DASHBOARD
APPENDIX I – STATUS DEFINITIONS
The system will store system dates and associate them with all status changes.
DEALER / CONTROL POINT (FSO) / NCCC (BPCC/CINCY/ATL/OKC)None
Draft / Read Only (forecast) / None
Submitted – Dealer has completed a request for service and clicked on the Submit icon / Pending – Initial request submissions appear on the CP dashboard as ‘pending’ / Pending. NCCC status is the same as FSO status until the order is written.
CP has 3 options (icons?):
. Accept (as is) – Status = Accepted
. Respond (with changes)= Responded
. Reject = Rejected (see below) / . Accepted
. Responded
. Canceled
If CP accepts they use discretion whether to assign prior to authorization or wait until authorization and PO have been completed.
Status is Accepted
Dealer has 3 options:
. Authorize (accept & enter PO)
. Revise (make changes & resubmit)
. Cancel <end> /
Status is Accepted (with a staffing status)
‘U’ (unstaffed) – no assignments have been made.
‘P’ (Partially Staffed) – 1 or more but not all assignments have been made
‘S’ (Staffed) – a resource has been assigned to all of the requested functions.
Note ‘I’ will be assigned to an FSM. / Status is Authorized (with a staffing status)
NCCC write quotation and order.
And change Status to Ordered
Status = ordered / Order/project is worked and status is
. Work Complete
(status triggered by TWB or FSO Time Entry in Voyager) / . Ordered
. Work Complete
. Closed / . Closed / BPCC carries out post provisioning activites and changes status to Closed.
Revised flow is described below.
Dealer revises their request.Clicks on Resubmit. / Status is Resubmitted
CP reviews and Accepts, Responds or
Rejects. Back through the loop until accepted or canceled / Status mirrors FSO status.
Status is Rejected
Dealer has 3 options:
. Revise (make changes & resubmit)
. Cancel <end>
IF YOU HAVE QUESTIONS OR PROBLEMS CONCERNING THIS SOFTWARE APPLICATION, PLEASE CONTACT OUR HELP DESK AT
1-800-229-5006.
IF YOU HAVE BUSINESS ISSUES OR QUESTIONS RELATED TO ORS PLEASE CONTACT YOUR AREA SERVICES REPRESENTATIVE.
November 20031