i-TMS Telco contains all functions and queues needed to be able to create mobile, fixed net, VoIP and/or ADSL orders.
When an order is implemented through the call center or through the self service module, an order is generated with an order number. Each order must be shipped before the product is delivered to the customer.
Call center staff have a full overview of the orders recorded for individual customers. If a customer calls the call center with questions regarding an order, the call center staff has a complete overview of the customer’s recorded orders; i.e. created, discontinued orders, orders being processed, etc. Each order has an order number and individual order lines can be selected in order to see the details of an order.
The above orders have all been finalized. You can click on one of the lines to see the details of the order. The status indicates whether the order has been Finalised, which is displayed in green. The order may also be In Progress, which is displayed in yellow.
The following shows details of a particular order.
By selecting the order as a call center employee, he/she can see all of the details of the order.
The picture above shows the entire order history, which shows: Who has recorded the order, when the order was recorded, the length of time it has been waiting in the individual queue etc.
For this order, Order Confirmation has been sent out by e-mail, the subscription has been created, it has been provisioned and a SIM card has been sent out. Also, another e-mail has been sent to the customer containing the PIN and PUK codes and the order has consequently been completed
Orders may also be retrieved via the call center, whereby the entire order history will be displayed.
By clicking on Search Orders the call center staff can retrieve an order number.