Using Services in Pinnacle V6

USING SERVICES IN PINNACLE V6

As the Department Manager, you can request telecom services electronically. Below is screen shot of what the Services tab looks like:

At this window, you can add new service with a new employee (select the Add subscriber and Service button) and you can search for existing services by either selecting the Search button or entering some details either about the phone number (Service Number field), the employee’s last name, or the Department Number and then clicking the Search button. If a Service Number is entered, the following will appear:

From this window you can see two hyperlinks. You can click either one. When a hyperlink is chosen, the following screen will appear:

This screen will give you the opportunity to use the requesting buttons at the top of the page. You can select to:

Ø  Report a trouble with the phone line (the Report Incident button)

Ø  Add to the existing service (the Add drop down will allow you to Add a second appearance of the service number, Add another type of service for the customer, or Add a location to the service number. NOTE: Sometimes a service is in the billing database without location information.)

Ø  Move the service

Ø  Change the service

Ø  Disconnect the service.

Reporting a Trouble:

Ø  Click the Report Incident button

Ø  When the Wizard window opens, select the Problem from the drop down.

Ø  Provide a Complete By date.

Ø  Provide additional details in the “Any more information” box

Ø  Click on the Finish button.

Ø  This will put your trouble ticket in the INCIDENTS tab.

Adding Service to a Subscriber:

Ø  Click on the drop down for the Add button and highlight the Add Service to Subscriber option.

Ø  When the Wizard window opens, select the type of service required from the listing provided at this window.

Ø  Once your choice has been made, click the Next button.

Ø  A window will open for you to provide the Complete By date and further details to be entered in the “Any more information” box.

Ø  Click the Finish button. This will put your request in the Cart tab where you will either choose to submit your request, edit your request, or cancel/remove your request.

Ø  If you choose to submit your request, it will appear in the Orders tab and be sent to Telecom Administration.

Move Service:

Ø  Click on the Move Service button.

Ø  At the Move Service Wizard window, you will be asked to provide a Complete By date and details about the request at the “Any more information” box.

Ø  Click on the Next button until you reach the New Location portion of the Wizard.

Ø  Provide the Building, the Floor, the Room, and the Jack information.

Ø  Click the Finish button. Your request will be in the Cart tab.

Ø  From the Cart tab, submit your request. It will then appear in the Orders tab.

Change Service:

Ø  Click on the Change Service button.

Ø  At the Change Service Wizard window, you will be asked to provide a Complete By date and details about the request at the “Any more information” box.

Ø  Click the Finish button. Your request will be in the Cart tab.

Ø  From the Cart tab, submit your request. It will then appear in the Orders tab.

Disconnect Service:

Ø  Click on the Disconnect Service button.

Ø  At the Disconnect Service Wizard window, you will be asked to provide a Complete By date and details about the request at the “Any more information” box.

Ø  Click the Finish button. Your request will be in the Cart tab.

Ø  From the Cart tab, submit your request. It will then appear in the Orders tab