Projectsiebel Email Response Implementation

PROJECTSiebel Email Response Implementation

PROJECT

Siebel Email Response Implementation

User Manual

Document Information and Revision History

File Name / PROJECT Siebel Call Center Implementation User Manual
Original Author(s) / Shaheen Bandukwala, Flint Tearney, Mindy Schmidt
Current Revision Author(s) / Shaheen Bandukwala, Flint Tearney, Mindy Schmidt
Version / Date / Author(s) / Revision Notes
Draft / 1/18/01
1/26/01 / Shaheen Bandukwala, Mindy Schmidt
Revisions / 2/6/01
2/12/01 / Shaheen Bandukwala, Mindy Schmidt / Drafts distributed and corrections made by the team.
Final / 2/16/01 / Shaheen Bandukwala, Mindy Schmidt / Final suggestions & changes incorporated.

Proprietary Information

PROJECT Call Center considers information included in this documentation to be Confidential Information. Your access to and use of this Confidential Information are subject to the terms and conditions of the Siebel Systems software license agreement, PROJECT Call Center and Cap Gemini Ernst & Young, LLC, which has been executed and with which you agree to comply.

TABLE OF CONTENTS

Document Information and Revision History

Proprietary Information

Introduction

What is Siebel?

Clarification of Terminology

Data Entry Standardization

Accounts

First Name

Last Name

Address

City

Zip Code

Phone

State

Country

Siebel Basics

Logging On

Connecting

Who am I connected as?

Similar to Microsoft NT

Definitions

Siebel Logic

Views and Responsibilities

Variety of Ways to do the Same Thing: Example - Creating a New Record

Menu Bars

Menu Bar #1

Menu Bar #2

Menu Bar #3

Menu Bar #4

Tabs/Screens in Siebel Call Center:

Applets

List Applet

Form Applet

Entry Applets

List, Form and Entry Applets

Toggling within applets

Navigating through Siebel

Working with Records

Moving from Record to Record

Drilling Down for More Detail

Merging Duplicate Records

Changing Fields in Multiple Records Simultaneously

Message Bar and Status Bar

Sorting Records

Saving Changes

Correcting Mistakes

Locating Information

‘Find’ Command

Querying

Predefined Queries

Activities Screen

Working with Activities

Fields

List of Values

Activity Delegation

Contact Applet

Attachments

Notes

Contacts Screen

Fields

Accounts Screen

Fields

List of Values

Calendar

Views

Working with the Calendar

Schedule an Appointment

Schedule an Appointment for a Colleague

Calendar Access

Appendix

Generating Reports

Exporting Information

Customizing Siebel

Columns Displayed

Sort Order

Keyboard Shortcuts

Introduction

This manual focuses on PROJECT Call Center Training and the PROJECT Email Response system. This manual is intended to showcase the highlights of the system, provide step-by-step guidance when using the system, and become an in depth tool for those with the system at their desks and supplement instruction for users.

The information contained within has been organized around the major parts of the application’s interface. It includes the basics of Windows-generic items (menus, keyboard shortcuts and toolbars) as well as Siebel-specific elements (the tab bar, view bar and querying). This manual progresses to cover the actual flow of a “typical” day and the intended purposes of the available screens. This system and manual are specific to PROJECT Call Center processes.

Many of the associated views in the various tabs work the same as other views under other tabs. For example, notes are entered into the Notes View within the Contacts Screen the same way as they are entered within the Accounts Screen. For that reason, duplicate procedures will not be re-printed. Also note that this manual takes screen shots from a variety of log-ins, thus do not worry if tab order, available views or displayed accounts, contacts, etc. do not match up exactly to a specific screen – the general idea will be the same.

What is Siebel?

Siebel applications help organizations improve productivity and customer service by enabling users to share and manage all relevant information about customers, accounts and the activities associated with those contacts and accounts.

Siebel is a call center system that serves as a front end user interface, making vast amounts of information easily accessible. Siebel “sits” on an Oracle database that contains tables of sorted/arranged customer information. When a user “asks” Siebel (such as with queries) to retrieve valuable or relevant information, it searches through the database, finds the desired information and brings it back for the user in an easy to read, well-organized screen. The screens for the PROJECT Call Center were designed from the requirements discussed by the PROJECT and CGEY Team, management and best practice suggestions.

Siebel applications are a comprehensive family of front office products offering best-of-class functionality in sales, marketing and customer service.

– Using Siebel Applications/Siebel 99/Version 5.6, 1-2, Siebel Enterprise Applications; September 1999.

Clarification of Terminology

Because the terminology may be somewhat different than what you are used to, let’s quickly go over some terms that will be important to know. When referring to a “contact,” we are speaking of the actual consumer and all relevant information associated with that consumer. When referring to an “account,” we are speaking of a specific store location and all of the relevant information associated with that location. In this case, we are referring to all of the Company. When referring to an “activity,” we are speaking of the call detail associated with that particular contact or account. (Previously known as ‘Call Entry’) A record is a group of related pieces of information. All the information about a contact (name, address, phone, etc.) makes up a contact record. A line in a list applet or a form in a form applet is considered a record. When a user uses Siebel to add new information or retrieve existing information, he/she is working with records.

Therefore:

Contact = Consumer

Account = Store location

Activity = Call/Email/Comment Card Detail (Call Entry)

Record = A group of related pieces of information

Data Entry Standardization

The data in the system will only be as good as the user’s entry standards. Consistency is critical if our Call Center is to have long-term value to PROJECT. When entering records into the system, please take extra caution to spell names and labels correctly. When entering a new contact, please search first to see if the account already exists. We will review how to perform a query to see if the account or contacts already exists in a later section. Use different combinations of wildcards (*) to ensure the entry has not already been created. Work as a team to keep data clean and accurate. While talking with a contact, if information has changed or needs to be updated, take the necessary steps to correct it. Data Entry standards have been defined with the following. Please note, the examples are taken from the current system and are great examples of duplicate or ineffective data entries.

Accounts

Use the Full Name of the Company – No Acronyms

Examples:

Company NOT Comp.
Company of America NOT CofA

Do NOT include ‘Corp.’, ‘Inc.’, ‘Company’, etc.

COMPANY Corporation should be entered as ‘COMPANY’

No Punctuation before the company name, unless it is in the formal company name

No Parenthesis ‘()’, ‘[]’, ‘{}’
No Period ‘.’
No Spaces ‘ ’
No Apostrophes ‘ ’ ‘
Account main phone number are key for Territory Assignment

 Account main phone number are key for Territory Assignment

First Name

First Letter is always capital, everything else is lower case

No punctuation unless it’s in the formal name

Mary-Ann Smith is acceptable if the dash, ‘–’ is part of the formal

name

Last Name

First letter is always capital, except for last names like McCarthy, McCoy, McCabe, etc.

No Spaces in the last name

LeBlanc is correct, do NOT enter ‘Le Blanc’

No punctuation unless it’s in the formal name

Lu-Smith is acceptable if the dash, ‘–’ is part of the formal name

Address

No Punctuation such as ‘#’, ‘.’, or ‘,’on the address line

Street =St
Avenue=Ave
Boulevard=Blvd
Suite=Ste
Building=Bldg
Room=Rm
Mail Stop=MS
Road= Rd
Way= Wy
Court=Ct
Circle= Cir

No dash ‘–’ unless it is in the formal address

If you do not know the address, type in ‘Unknown’

City

Spell out the city name in full

San Francisco vs. ‘SF’, ‘SFO’, ‘San Fran’
Mountain View vs. ‘Mtn. View’ or ‘Mt. View’
Los Angeles vs. ‘LA’
Las Vegas vs. ‘LV’

Zip Code

Must be 5 or 9 digits

If a zip code is less than 5 digits, please call the company for the full 5-digit zip code

If a zip code is 9 digits, the format should be 12345-6789 (a dash is required between the 5th and 6th digit)

Canadian zip codes are an exception

Canadian zip codes have 6 digits
A space is required between the 3rd and 4th number of letter in the

Canadian zip code

Numbers and letters are both OK within a Canadian zip code

Phone

Always use 10 digits unless there is an extension

Phone format is 123-456-7890 xABC (No ‘1’ is needed.)

Only use dashes between the 3rd and 4th and the 6th and 7th numbers

No parenthesis ‘()’

International phone numbers should start with a ‘+’.

Make sure that every account has a main phone # (even if it is the contact’s phone number)

Do not use the words extn or ex, Siebel automatically does this. To show an extension, leave a space between the actual phone number and the extension. Put an ‘x’ before the number of the extension.

DO NOT type in any letters for a phone number

800-TRY-ABC should be entered as ‘800-879-2746’

State

Use TWO letter abbreviations only

Make sure every domestic account has a ‘State’

A ‘State’ can be a Canadian Providence, a US State or Bermuda, Bermuda.

All letters should be capitalized

California = ‘CA’
‘CA’ vs. ‘Cal’

Though you will have a drop down box to select from, below is a list of State Abbreviations for reference:

Abbreviation List

Alabama / AL
Alaska / AK
Alberta / AB
American Samoa / AS
Arizona / AZ
Arkansas / AR
British Columbia / BC
California / CA
Colorado / CO
Connecticut / CT
Delaware / DE
District of Columbia / DC
Fed. States of Micronesia / FM
Florida / FL
Georgia / GA
Guam / GU
Hawaii / HI
Idaho / ID
Illinois / IL
Indiana / IN
Iowa / IA
Kansas / KS
Kentucky / KY
Louisiana / LA
Maine / ME
Manitoba / MB
Marshall Islands / MH
Maryland / MD
Massachusetts / MA
Michigan / MI
Minnesota / MN
Mississippi / MS
Missouri / MO
Montana / MT
Nebraska / NE
Nevada / NV
New Brunswick / NB
New Hampshire / NH
New Jersey / NJ
New Mexico / NM
New York / NY
Newfoundland / NF
North Carolina / NC
North Dakota / ND
Northern Mariana Islands / MP
Northwest Territories / NT
Nova Scotia / NS
Ohio / OH
Oklahoma / OK
Ontario / ON
Oregon / OR
Palau / PW
Pennsylvania / PA
Prince Edward Island / PE
Puerto Rico / PR
Quebec / QC
Rhode Island / RI
Saskatchewan / SK
South Carolina / SC
South Dakota / SD
Tennessee / TN
Texas / TX
Utah / UT
Vermont / VT
Virgin Islands / VI
Virginia / VA
Washington / WA
West Virginia / WV
Wisconsin / WI
Wyoming / WY
Yukon / YT

Country

Use 3 letter Country code only

All letters should be capitalized

No punctuation

USA vs. ‘U.S.A.’ or ‘U S A’

Broadcast Query will run once a month on Country codes and state abbreviations

Hard copy of the country codes and state abbreviations are available upon request, or listed here

Though you will be selecting the Country from a drop down box, a standardized listing of the country codes is attached below, as well as the states or providences within commonly used countries, for reference:

Abbreviation List

Alpha by 3-Letter Abbreviation / Alpha by Country Name
3-Letter Abbreviation / Country Name / Country Name / 3-Letter Abbreviation
ABW / ARUBA / AFGHANISTAN / AFG
AFG / AFGHANISTAN / ALBANIA / ALB
AGO / ANGOLA / ALGERIA / DZA
AIA / ANGUILLA / AMERICAN SAMOA / ASM
ALB / ALBANIA / ANDORRA / AND
AND / ANDORRA / ANGOLA / AGO
ANT / NETHERLANDS ANTILLES / ANGUILLA / AIA
ARE / UNITED ARAB EMIRATES / ANTARCTICA / ATA
ARG / ARGENTINA / ANTIGUA AND BARBUDA / ATG
ARM / ARMENIA / ARGENTINA / ARG
ASM / AMERICAN SAMOA / ARMENIA / ARM
ATA / ANTARCTICA / ARUBA / ABW
ATF / FRENCH SOUTHERN TERRITORIES / AUSTRALIA / AUS
ATG / ANTIGUA AND BARBUDA / AUSTRIA / AUT
AUS / AUSTRALIA / AZERBAIJAN / AZE
AUT / AUSTRIA / BAHAMAS / BHS
AZE / AZERBAIJAN / BAHRAIN / BHR
BDI / BURUNDI / BANGLADESH / BGD
BEL / BELGIUM / BARBADOS / BRB
BEN / BENIN / BELARUS / BLR
BFA / BURKINA FASO / BELGIUM / BEL
BGD / BANGLADESH / BELIZE / BLZ
BGR / BULGARIA / BENIN / BEN
BHR / BAHRAIN / BERMUDA / BMU
BHS / BAHAMAS / BHUTAN / BTN
BIH / BOSNIA AND HERZEGOWINA / BOLIVIA / BOL
BLR / BELARUS / BOSNIA AND HERZEGOWINA / BIH
BLZ / BELIZE / BOTSWANA / BWA
BMU / BERMUDA / BOUVET ISLAND / BVT
BOL / BOLIVIA / BRAZIL / BRA
BRA / BRAZIL / BRITISH INDIAN OCEAN TERRITORY / IOT
BRB / BARBADOS / BRUNEI DARUSSALAM / BRN
BRN / BRUNEI DARUSSALAM / BULGARIA / BGR
BTN / BHUTAN / BURKINA FASO / BFA
BVT / BOUVET ISLAND / BURUNDI / BDI
BWA / BOTSWANA / CAMBODIA / KHM
CAF / CENTRAL AFRICAN REPUBLIC / CAMEROON / CMR
CAN / CANADA / CANADA / CAN
CCK / COCOS (KEELING) ISLANDS / CAPE VERDE / CPV
CHE / SWITZERLAND / CAYMAN ISLANDS / CYM
CHL / CHILE / CENTRAL AFRICAN REPUBLIC / CAF
CHN / CHINA / CHAD / TCD
CIV / COTE D'IVOIRE / CHILE / CHL
CMR / CAMEROON / CHINA / CHN
COD / CONGO, THE DEMOCRATIC REPUBLIC OF THE / CHRISTMAS ISLAND / CXR
COG / CONGO / COCOS (KEELING) ISLANDS / CCK
COK / COOK ISLANDS / COLOMBIA / COL
COL / COLOMBIA / COMOROS / COM
COM / COMOROS / CONGO / COG
CPV / CAPE VERDE / CONGO, THE DEMOCRATIC REPUBLIC OF THE / COD
CRI / COSTA RICA / COOK ISLANDS / COK
CUB / CUBA / COSTA RICA / CRI
CXR / CHRISTMAS ISLAND / COTE D'IVOIRE / CIV
CYM / CAYMAN ISLANDS / CROATIA (local name: Hrvatska) / HRV
CYP / CYPRUS / CUBA / CUB
CZE / CZECH REPUBLIC / CYPRUS / CYP
DEU / GERMANY / CZECH REPUBLIC / CZE
DJI / DJIBOUTI / DENMARK / DNK
DMA / DOMINICA / DJIBOUTI / DJI
DNK / DENMARK / DOMINICA / DMA
DOM / DOMINICAN REPUBLIC / DOMINICAN REPUBLIC / DOM
DZA / ALGERIA / EAST TIMOR / TMP
ECU / ECUADOR / ECUADOR / ECU
EGY / EGYPT / EGYPT / EGY
ERI / ERITREA / EL SALVADOR / SLV
ESH / WESTERN SAHARA / EQUATORIAL GUINEA / GNQ
ESP / SPAIN / ERITREA / ERI
EST / ESTONIA / ESTONIA / EST
ETH / ETHIOPIA / ETHIOPIA / ETH
FIN / FINLAND / FALKLAND ISLANDS (MALVINAS) / FLK
FJI / FIJI / FAROE ISLANDS / FRO
FLK / FALKLAND ISLANDS (MALVINAS) / FIJI / FJI
FRA / FRANCE / FINLAND / FIN
FRO / FAROE ISLANDS / FRANCE / FRA
FSM / MICRONESIA, FEDERATED STATES OF / FRANCE, METROPOLITAN / FXX
FXX / FRANCE, METROPOLITAN / FRENCH GUIANA / GUF
GAB / GABON / FRENCH POLYNESIA / PYF
GBR / UNITED KINGDOM / FRENCH SOUTHERN TERRITORIES / ATF
GEO / GEORGIA / GABON / GAB
GHA / GHANA / GAMBIA / GMB
GIB / GIBRALTAR / GEORGIA / GEO
GIN / GUINEA / GERMANY / DEU
GLP / GUADELOUPE / GHANA / GHA
GMB / GAMBIA / GIBRALTAR / GIB
GNB / GUINEA-BISSAU / GREECE / GRC
GNQ / EQUATORIAL GUINEA / GREENLAND / GRL
GRC / GREECE / GRENADA / GRD
GRD / GRENADA / GUADELOUPE / GLP
GRL / GREENLAND / GUAM / GUM
GTM / GUATEMALA / GUATEMALA / GTM
GUF / FRENCH GUIANA / GUINEA / GIN
GUM / GUAM / GUINEA-BISSAU / GNB
GUY / GUYANA / GUYANA / GUY
HKG / HONG KONG / HAITI / HTI
HMD / HEARD AND MC DONALD ISLANDS / HEARD AND MC DONALD ISLANDS / HMD
HND / HONDURAS / HOLY SEE (VATICAN CITY STATE) / VAT
HRV / CROATIA (local name: Hrvatska) / HONDURAS / HND
HTI / HAITI / HONG KONG / HKG
HUN / HUNGARY / HUNGARY / HUN
IDN / INDIA / ICELAND / ISL
IND / INDONESIA / INDIA / IDN
IOT / BRITISH INDIAN OCEAN TERRITORY / INDONESIA / IND
IRL / IRELAND / IRAN (ISLAMIC REPUBLIC OF) / IRN
IRN / IRAN (ISLAMIC REPUBLIC OF) / IRAQ / IRQ
IRQ / IRAQ / IRELAND / IRL
ISL / ICELAND / ISRAEL / ISR
ISR / ISRAEL / ITALY / ITA
ITA / ITALY / JAMAICA / JAM
JAM / JAMAICA / JAPAN / JPN
JOR / JORDAN / JORDAN / JOR
JPN / JAPAN / KAZAKHSTAN / KAZ
KAZ / KAZAKHSTAN / KENYA / KEN
KEN / KENYA / KIRIBATI / KIR
KGZ / KYRGYZSTAN / KOREA, DEMOCRATIC PEOPLE'S REPUBLIC OF / PRK
KHM / CAMBODIA / KOREA, REPUBLIC OF / KOR
KIR / KIRIBATI / KUWAIT / KWT
KNA / SAINT KITTS AND NEVIS / KYRGYZSTAN / KGZ
KOR / KOREA, REPUBLIC OF / LAO PEOPLE'S DEMOCRATIC REPUBLIC / LAO
KWT / KUWAIT / LATVIA / LVA
LAO / LAO PEOPLE'S DEMOCRATIC REPUBLIC / LEBANON / LBN
LBN / LEBANON / LESOTHO / LSO
LBR / LIBERIA / LIBERIA / LBR
LBY / LIBYAN ARAB JAMAHIRIYA / LIBYAN ARAB JAMAHIRIYA / LBY
LCA / SAINT LUCIA / LIECHTENSTEIN / LIE
LIE / LIECHTENSTEIN / LITHUANIA / LTU
LKA / SRI LANKA / LUXEMBOURG / LUX
LSO / LESOTHO / MACAU / MAC
LTU / LITHUANIA / MACEDONIA, THE FORMER YUGOSLAV REPUBLIC OF / MKD
LUX / LUXEMBOURG / MADAGASCAR / MDG
LVA / LATVIA / MALAWI / MWI
MAC / MACAU / MALAYSIA / MYS
MAR / MOROCCO / MALDIVES / MDV
MCO / MONACO / MALI / MLI
MDA / MOLDOVA, REPUBLIC OF / MALTA / MLT
MDG / MADAGASCAR / MARSHALL ISLANDS / MHL
MDV / MALDIVES / MARTINIQUE / MTQ
MEX / MEXICO / MAURITANIA / MRT
MHL / MARSHALL ISLANDS / MAURITIUS / MUS
MKD / MACEDONIA, THE FORMER YUGOSLAV REPUBLIC OF / MAYOTTE / MYT
MLI / MALI / MEXICO / MEX
MLT / MALTA / MICRONESIA, FEDERATED STATES OF / FSM
MMR / MYANMAR / MOLDOVA, REPUBLIC OF / MDA
MNG / MONGOLIA / MONACO / MCO
MNP / NORTHERN MARIANA ISLANDS / MONGOLIA / MNG
MOZ / MOZAMBIQUE / MONTSERRAT / MSR
MRT / MAURITANIA / MOROCCO / MAR
MSR / MONTSERRAT / MOZAMBIQUE / MOZ
MTQ / MARTINIQUE / MYANMAR / MMR
MUS / MAURITIUS / NAMIBIA / NAM
MWI / MALAWI / NAURU / NRU
MYS / MALAYSIA / NEPAL / NPL
MYT / MAYOTTE / NETHERLANDS / NLD
NAM / NAMIBIA / NETHERLANDS ANTILLES / ANT
NCL / NEW CALEDONIA / NEW CALEDONIA / NCL
NER / NIGER / NEW ZEALAND / NZL
NFK / NORFOLK ISLAND / NICARAGUA / NIC
NGA / NIGERIA / NIGER / NER
NIC / NICARAGUA / NIGERIA / NGA
NIU / NIUE / NIUE / NIU
NLD / NETHERLANDS / NORFOLK ISLAND / NFK
NOR / NORWAY / NORTHERN MARIANA ISLANDS / MNP
NPL / NEPAL / NORWAY / NOR
NRU / NAURU / OMAN / OMN
NZL / NEW ZEALAND / PAKISTAN / PAK
OMN / OMAN / PALAU / PLW
PAK / PAKISTAN / PANAMA / PAN
PAN / PANAMA / PAPUA NEW GUINEA / PNG
PCN / PITCAIRN / PARAGUAY / PRY
PER / PERU / PERU / PER
PHL / PHILIPPINES / PHILIPPINES / PHL
PLW / PALAU / PITCAIRN / PCN
PNG / PAPUA NEW GUINEA / POLAND / POL
POL / POLAND / PORTUGAL / PRT
PRI / PUERTO RICO / PUERTO RICO / PRI
PRK / KOREA, DEMOCRATIC PEOPLE'S REPUBLIC OF / QATAR / QAT
PRT / PORTUGAL / REUNION / REU
PRY / PARAGUAY / ROMANIA / ROM
PYF / FRENCH POLYNESIA / RUSSIAN FEDERATION / RUS
QAT / QATAR / RWANDA / RWA
REU / REUNION / SAINT KITTS AND NEVIS / KNA
ROM / ROMANIA / SAINT LUCIA / LCA
RUS / RUSSIAN FEDERATION / SAINT VINCENT AND THE GRENADINES / VCT
RWA / RWANDA / SAMOA / WSM
SAU / SAUDI ARABIA / SAN MARINO / SMR
SDN / SUDAN / SAO TOME AND PRINCIPE / STP
SEN / SENEGAL / SAUDI ARABIA / SAU
SGP / SINGAPORE / SENEGAL / SEN
SGS / SOUTH GEORGIA AND THE SOUTH SANDWICH ISLANDS / SEYCHELLES / SYC
SHN / ST. HELENA / SIERRA LEONE / SLE
SJM / SVALBARD AND JAN MAYEN ISLANDS / SINGAPORE / SGP
SLB / SOLOMON ISLANDS / SLOVAKIA (Slovak Republic) / SVK
SLE / SIERRA LEONE / SLOVENIA / SVN
SLV / EL SALVADOR / SOLOMON ISLANDS / SLB
SMR / SAN MARINO / SOMALIA / SOM
SOM / SOMALIA / SOUTH AFRICA / ZAF
SPM / ST. PIERRE AND MIQUELON / SOUTH GEORGIA AND THE SOUTH SANDWICH ISLANDS / SGS
STP / SAO TOME AND PRINCIPE / SPAIN / ESP
SUR / SURINAME / SRI LANKA / LKA
SVK / SLOVAKIA (Slovak Republic) / ST. HELENA / SHN
SVN / SLOVENIA / ST. PIERRE AND MIQUELON / SPM
SWE / SWEDEN / SUDAN / SDN
SWZ / SWAZILAND / SURINAME / SUR
SYC / SEYCHELLES / SVALBARD AND JAN MAYEN ISLANDS / SJM
SYR / SYRIAN ARAB REPUBLIC / SWAZILAND / SWZ
TCA / TURKS AND CAICOS ISLANDS / SWEDEN / SWE
TCD / CHAD / SWITZERLAND / CHE
TGO / TOGO / SYRIAN ARAB REPUBLIC / SYR
THA / THAILAND / TAIWAN, PROVINCE OF CHINA / TWN
TJK / TAJIKISTAN / TAJIKISTAN / TJK
TKL / TOKELAU / TANZANIA, UNITED REPUBLIC OF / TZA
TKM / TURKMENISTAN / THAILAND / THA
TMP / EAST TIMOR / TOGO / TGO
TON / TONGA / TOKELAU / TKL
TTO / TRINIDAD AND TOBAGO / TONGA / TON
TUN / TUNISIA / TRINIDAD AND TOBAGO / TTO
TUR / TURKEY / TUNISIA / TUN
TUV / TUVALU / TURKEY / TUR
TWN / TAIWAN, PROVINCE OF CHINA / TURKMENISTAN / TKM
TZA / TANZANIA, UNITED REPUBLIC OF / TURKS AND CAICOS ISLANDS / TCA
UGA / UGANDA / TUVALU / TUV
UKR / UKRAINE / UGANDA / UGA
UMI / UNITED STATES MINOR OUTLYING ISLANDS / UKRAINE / UKR
URY / URUGUAY / UNITED ARAB EMIRATES / ARE
USA / UNITED STATES / UNITED KINGDOM / GBR
UZB / UZBEKISTAN / UNITED STATES / USA
VAT / HOLY SEE (VATICAN CITY STATE) / UNITED STATES MINOR OUTLYING ISLANDS / UMI
VCT / SAINT VINCENT AND THE GRENADINES / URUGUAY / URY
VEN / VENEZUELA / UZBEKISTAN / UZB
VGB / VIRGIN ISLANDS (BRITISH) / VANUATU / VUT
VIR / VIRGIN ISLANDS (U.S.) / VENEZUELA / VEN
VNM / VIET NAM / VIET NAM / VNM
VUT / VANUATU / VIRGIN ISLANDS (BRITISH) / VGB
WLF / WALLIS AND FUTUNA ISLANDS / VIRGIN ISLANDS (U.S.) / VIR
WSM / SAMOA / WALLIS AND FUTUNA ISLANDS / WLF
YEM / YEMEN / WESTERN SAHARA / ESH
YUG / YUGOSLAVIA / YEMEN / YEM
ZAF / SOUTH AFRICA / YUGOSLAVIA / YUG
ZMB / ZAMBIA / ZAMBIA / ZMB
ZWE / ZIMBABWE / ZIMBABWE / ZWE

– Data Entry Standardization, Katrina Auyeung, 10/27/99