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Connected Home Work Order Training for

Technicians Participant Workbook

Version 1.0

May 5, 2010

Copyright © 2010 DIRECTV. Unpublished work. All rights reserved. All materials are proprietary and confidential.

Technology information released after March 2010 may not be included in the material.

Table of Contents DIRECTV Connected Home ................................................................................................................... 3

Introduction ............................................................................................................................................ 3 Prerequisites ........................................................................................................................................... 3 Connected Home Guiding Principles ..................................................................................................... 3 New Orders Components ....................................................................................................................... 4 Compatible MRV Receivers .................................................................................................................. 7 Viewing Connected Home Printed Work Orders ................................................................................... 7 Resolution Code ................................................................................................................................... 17 Escalation Procedures .......................................................................................................................... 18

Notes Detail

Field Operations Training for Technicians Page 2 Version 1.0 DIRECTV Connected Home Work Order

Notes Detail


DIRECTV Connected Home

Introduction

With the launch of Connected Home Multi-Room-Viewing (MRV) new Fields and Order Line Items appear on the printed Work Order.

These changes are necessary to accommodate the programming and support hardware required to successfully install and activate the Connected Home MRV product.

It is important to remember every MRV installation must be SWiM compatible and utilize the SWiM LNBs and Modules.

This document explains the new Order Components and provides high-level look at the changes to the printed Work.

Prerequisites

This document is part of the Connected Home Certification course and is intended for users who have successfully completed the Connected Home Installation course.

Connected Home Guiding Principles

There are five (5) guiding principles to follow when activating and closing Activities with or without MRV Programming.

• Receiver DECA Every SWiM MRV compatible receiver installed (excluding the H24 and HR24 receivers) must include a Receiver DECA.

• Education During every SWiM installation, with MRV Programming or No MRV Programming, the technician must provide MRV product education.

• Broadband DECA Every installation, with Internet, will include a Broadband DECA OLI on the Order.

• Band Stop Filter Every SWiM non-MRV compatible receiver installed must include a Band Stop Filter (BSF) OLI on the Order.

• SWiM Every MRV installation must be SWiM compatible.

Notes Detail


DIRECTV Connected Home, continued

New Orders Components

• When the Mode field displays basic the customer did not order HD equipment. However, if the technician installs an H24 or HR24 IRD the system will require you to add the required MRV equipment to all other IRDs on the account.

• Regardless whether the Compatibility Field displays programming or noprogramming, MRV Support Hardware OLIs will populate on the Order.

• The Compatibility field will not display MPEG-4 in non MPEG-4 markets.

• MPEG-4 is for informational purposes letting you know the local channels are broadcast in high definition.

• In MPEG-4 markets where local are received via the 99° and 103°, ATSC will not appear, or the Capability field displays blank.

• Important Note: Upon activation of a receiver, the Siebel system auto-checks the receiver’s back-end Compatibility and Capability criteria and adds the required additional OLIs. The OLI will fail if the criterion is not met for the market area.

Below is a list of new Fields and Order Line Items (OLIs) which now appear with Connected Home Work Orders.

New Fields

There are three new fields which display in the OLI details screen Mode, Compatibility and Capability.

• Mode

The Mode field is used to identify whether the customer ordered MRV programming. The system displays either basic, programming or noprogramming.

• Compatibility

The Compatibility field is used to determine if the Account is SWiM, MRV, and MPEG-4. The system displays MRV: programming or noprogramming, SWiM: True or blank and MPEG-4: True.

• Capability

A Capability field will populate on a printed Work Order with ATSC = True in Local-into- Local markets where the MPEG-4 local channels are not received via the 99° and 103°. In these markets an Off Air Antenna is required. Additionally, the Siebel system will auto-add an AM21 OLI to the Order upon activation of an HD IRD without a built-in Tuner.

Notes Detail



New Orders Components, continued

New MRV Non-Serialized Order Line Items (OLIs)

• Receiver DECA

Every SWiM and MRV compatible receiver installed (without a built-in DECA), requires a Receiver DECA OLI. Once an IRD OLI is submitted and closed the Siebel system automatically determines if the receiver is MRV compatible or non-MRV compatible and adds the required RECEVER DECA OLIs.

Note: H24 and HR24 IRDs have a built-in DECA. If you install one of these IRDs, a Receiver DECA OLI will not be added.

• The Broadband DECA displayed will

be releases for use in May, 2010. Prior to May, the Receiver DECA unit should be used with a power supply.

New MRV Non-Serialized Order Line Items (OLIs)

• Broadband DECA

For every installation, with Internet, a Broadband DECA OLI displays on the Order. If the customer does not order Internet the new Broadband DECA OLI will not display.

Note: The Broadband DECA displayed below will be available summer of 2010. If this device is not available in your area, install a Receiver DECA in its place with a power supply at the Router.

Requires a Power Supply

Notes Detail



New Orders Components, continued

• Band Stop Filter

For every IRD Standard or IRD DVR added to the Order, a Band Stop Filter (BSF) OLI displays.

Once an IRD OLI is submitted and closed, the Siebel system determines if the receiver is SWiM and MRV compatible or non-MRV compatible and automatically deletes the unnecessary BSF OLIs depending on the Order scenario.

New Connected Home Field Values

Field Value Description

Tech Action Taken Value

Support Hardware Swap

This value is selected by the technician when swapping the Connected Home Support Hardware components on a Service Order.

Action Required Value

System Swapped

This value is a system generated value used for Orders when the customer upgrades to MRV programming.

Category Values

• SysAdded

• Deleted

These category values display when Order Line Items are added or deleted by the system during the IRD activation process.

NOTES:

DIRECTVLoRF DHN Equip. Band Stop Filter

Notes Detail



Compatible MRV Receivers

The chart below outlines the SWiM and MRV compatible receivers.

Receivers SWiM Compatible?

MRV Compatible?

Need DECA? BSF?

Standard SD

D10 No No N/A N/A

D11 No No N/A N/A

D12 Yes No N/A Yes

Standard Def DVR

R15 No No N/A N/A

R16 Yes No N/A Yes

R22 Yes Yes Yes No

High Definition (HD)

H20 Yes No N/A Yes

H21 Yes Yes Yes No

H23 Yes Yes Yes No

H24 Yes Yes Built-in N/A

High Definition DVR

HR20 Yes Yes Yes No See Note

HR21 Yes Yes Yes No

HR22 Yes Yes Yes No

HR23 Yes Yes Yes No

HR24 Yes Yes Built-in N/A

On any SWiM Activity (Install or Upgrade), legacy receivers cannot be used. Therefore, when SWiM is installed, you cannot install a D10, D11 or R15.

Viewing Connected Home Printed Work Orders

The next few pages provide a look at the Connected Home Printed Work Orders for Installs, Upgrade, Former and Service Activities.

Remember REBBS, the five Connected Home Guiding Principles!

The H24 and HR24 have a built-in DECA: (DIRECTV Ethernet to Coax Adapter)

NOTE: You must connect a “BSF” between the HR20-100’s Sat 1 tuner port and the SWiM compatible 2 way splitter (non-powered port). If the BSF is not on the Order, follow the escalations procedures.

Any unique order scenarios reference the Connected Home Policy and Procedures document.

Notes Detail



Connected Home Printed Work Orders, continued • Even if this Work Order were to

display MRV: noprogramming, the same MRV Support Hardware would be required.

• There is a cost associated with MRV programming and upgrades.

New Install with Two IRDs (Customer order MRV and has Internet)

This New Install Order shows two IRD-HD/DVR COMBO, IRDs and one Broadband DECA. If an H24 or HR24 IRD is installed a Receiver DECA is not required. All other IRDs require a Receiver DECA.

As a technician, you will need to ensure you have the proper MRV Support Hardware on your truck. In the example Work Order below, you would need at least two Receiver DECA units and one Broadband DECA.

Notes Detail



Connected Home Printed Work Orders, continued

New Install with Two IRDs (Customer did not order MRV and does not have Internet)

This New Install Order shows two IRD-HD/DVR COMBO IRDs. If an H24 or HR24 IRD is installed a Receiver DECA is not required. All other IRDs require a Receiver DECA. Also, if a customer does not have Internet, no Broadband DECA is required.

As a technician, you will need to ensure you have the proper MRV Support Hardware on your truck. In the example Work Order below, you would need at least two Receiver DECA units.

Notes Detail




New Install with three IRDs (Customer did not order MRV and does not have Internet)

This New Install Order shows one IRD-Standard and two IRD-KA/Ku receivers. Both IRD KA/KU receivers will require a Receiver DECA. Receiver DECA OLIs will be added to the Order once the IRDs are activated. The IRD-Standard requires a BS Filter. Also, if a customer does not have Internet, the Broadband DECA is not required.

As a technician, you will need to ensure you have the proper MRV Support Hardware on your truck. In the example Work Order below, you would need at least two Receiver DECA units and one Band Stop Filter.

Notes Detail




Upgrade New IRDs (Customer order MRV and has Internet)

This Upgrade Order shows one IRD-DVR, one IRD-Standard, one Broadband DECA and two BS Filters being installed. Depending on the IRD-DVR product installed, the system may auto-delete one of the BS Filters.

As a technician, you will need to ensure you have the proper MRV Support Hardware on your truck. In the example Work Order below, you would need at least two Band Stop Filters, a Broadband DECA and a possible Receiver DECA, depending on the IRD installed.

Notes Detail




Upgrade Swap Replace (Customer did not order MRV and does not have Internet)

This Upgrade Swap Order has five OLIs. One new IRD-HD/DVR Combo, Second Line DVR for tracking and three existing IRDs.

As a technician, you will need to ensure you have the proper MRV Support Hardware on your truck. In the example Work Order below, you would need one possible Receiver DECA, depending on when the original H23 was installed (i.e., pre 3/17/2010), or whether you install an HR24.

Notes Detail




Former Install (Customer did not order MRV and does not have Internet)

This Former Install includes existing non-serialized Support Hardware OLIs and existing serialized OLIs.

As a technician, you will need to ensure you have the proper MRV Support Hardware on your truck. In the example Work Order below, The customer should have the MRV Support Hardware displayed on the Order. However, you will need to ensure you have the same MRV Support Hardware on your truck incase the components are missing or not working.

Notes Detail




Service Order (Customer has MRV and Internet)

This Service Order displays the existing serialized IRDs; however, it does not display the MRV Support Hardware. The Work Order does display MRV Programming in the Compatibility field. You will need to ensure you have MRV Support Hardware on your truck incase the components are not working.

Notes Detail




Let’s discuss this printed Upgrade Work Order.

Notice the SWiM Flag displays N, the Compatibility SWiM field displays True and Line #6 displays Multi-Switch SWM 8. With a Connected Home Upgrade- System Swap Order, the Siebel system will auto-populate the existing IRD Access Card # information in the new line item’s Swap Access Card # field.

Notes Detail




Let’s discuss this printed Install Work Order.

Notice this Work Order is being installed at an apartment complex. Also notice the Compatibility area of the Work Order displays MPEG-4= true and Capability displays ATSC= true.

Notes Detail



Resolution Codes

Resolution Type Group Major Group

DECA Add Service Connected Home

Installation Quality

DECA Replaced Service Connected Home

Equipment Quality

Band Stop Filter Add Service Connected Home


Band Stop Filter Replaced Service Connected Home

Equipment Quality

DECA Broadband Add Service Connected Home


DECA Broadband Replace Service Connected Home

Equipment Quality

Triplexer Replace/Add Service Connected Home

Equipment Quality

Power Supply Replace DECA Service Connected Home

Equipment Quality

Cable Replaced Ethernet Service Connected Home


Cable Reattached Ethernet Service Connected Home


Customer Equip Comp/Router Service Customer Issue

Customer Issue

Configure/Authorize MRV Service Connected Customer Issue

Resolution Codes as of 03/09/2010

Notes Detail



Escalation Procedures

Order Modification Group (OMG)

As a field technician, you will call a DIRECTV specialty group known as Order Modification Group or OMG (1-888-785-5520) to modify Residential Work Orders when necessary. Only call OMG when you are at the customer’s home, pre-activation, and the Work Order needs to be changed. Dispatch

As a field technician you will call Dispatch to assist with work order modifications. You should also call Dispatch to resolve failed order line item errors when activating Orders via your handheld device. Dispatch will create an Internal Service Request (ISR) to request assistance from one of the following groups: • Work Order Integrity (WOI)

An ISR is created for WOI assistance when a work order modification is needed “post activation,” such as line item add, delete, relocate, or an existing equipment swap from the order.

• Field Operations System Support (FOSS)

An ISR is created for FOSS assistance to ensure all required failed line items on the order are successfully closed.

New Values and Fields


Connected Home Non-Serialized Products

PRODUCT LINE PRODUCT Description

MRV HARDWARE BS FILTER

Product will be used when a Standard or non compatible DVR receiver is installed.

MRV HARDWARE

RECEIVER DECA

Product will be used when a non-integrated MRV compatible receiver is installed.

Upon successful activation of the receivers, the system will validate MRV compatibility. Based on that, the system may add or delete MRV Hardware product lines as needed.

INTERNET HARDWARE

BROADBAND DECA

Product will be used when a customer requests an Internet Connection Kit.

Tech Action Taken Action

Required Order Sub

Type Description

Support Hardware Swapped Null Service

TAT will be used to swap out non-serialized assets.

Receiver Swap System Swap Upgrade / Movers

Action required will be used when existing receivers are non SWiM compatible.

Category Order Sub

Type Description

SysAdded All Will be used when system determines a BS Filter or Receiver DECA is needed.

Deleted All Will be used when he system determines MRV Support Hardware is not needed

• Compatibility – The values in this field are based on the OMS order and displayed on the Order applet. • Mode – This value is based on the Compatibility values and displayed on the Order applet. • Capability – Value is based on the Order Line item and displayed at the OLI level.

COMPATIBILITY MODE Description

MRV - No Programming No Programming MRV ready; not subscribed to MRV programming.

SWiM - True

MRV - Programming Programming MRV ready; subscribed to MRV programming.

SWiM - True

IS NULL Basic

Not MRV ready; no MRV programming available. SWiM - True Basic

MPEG-4 - True Basic

CAPABILITY Description

ATSC - True or NULL

When ATSC - if a receiver is installed without a built-in antenna, the system will add an AM21 OLI.

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