The HOBS Product Catalogue has been updated with the latest speeds. All HOBS customers who applied for the covered plans have had their speeds increased already.
Logging On
During initial logon, you may experience slowness or minor system issues. This initial behavior is expected and will improve as you continuously use the system.
Especially for Cashiers, make sure to ALWAYS select your Business Center from the dropdown after logging on in TCare.
If you intend to access WorkList / HOBS Ticketing directly, please use the new link going directly to this application. No need to go through CRMS.
Serviceability Checking
For buildings, pin may be movable once the customer clicks on Serviceability Check and hits Back Button to return to the previous page.
Action: Validate correct Building Name and update fields accurately, including Street Name. Avoid clicking the Back button.
In checking the serviceability of subdivisions / others, pin the location as accurately as possible – use the closest landmark if not the exact location. Our serviceability team can detect the actual long/lat of the customer’s address versus the pinned location. Accuracy in pinning will increase the efficiency of resource allocation and reduce the possibility of new sales fallouts.
Customer Account Encoding
Make sure to encode the CORRECT FORMAT of the required information on the corresponding field, e.g., NAME (Last / Middle / First), and ADDRESS (Subv Name / Street / Room Flr #), to avoid information discrepancy in the back end.
When encoding the customer’s name, do not insert the qualifiers “1st circuit”, or “2nd circuit” (Last / Middle / First) to avoid the same being captured in the SOA. This is practice done only in IBAS.
If there are address elements that are not applicable, such as building name, street name, or barangay name, type in the word NA in this exact format only so that it does not reflect in the SOA (not N/A).
For SME application encoding, please use the value MANILA in the territory code dropdown. This is an interim process. TCS will review the tagging in the backend once the final values are aligned with the concerned Product Owners.
Documents Uploading
Make sure to upload two (2) MANDATORY documents in HOBS (PoID and POB). We know that our current process flow for plans below 2000 requires us to upload an ID only; however, HOBS’ current logic requires two (2) document uploads to fulfill the pre-order prerequisites.
For POB, just upload any other ID (supplementary) if any, or upload the ID twice but under a different file name, and choose POB as the Document Type. This logic also applies to SMEs/Commercials.
Be reminded of the following pre-requisites for all new sales orders prior installation. Otherwise, your order will not go to our Installers.
APPOINTMENT should be set after today / future-dated.
MANDATORY documents are complete:
For Residential (2):
PoID
PoB
PoI (for high plans 3500 and up)
For SME (3):
PoID
PoB
PoBIZ-ID
PAYMENT made.
Appointment Setting
Appointment slots for a new application will be available for the next seven (7) days only.
If the customer asks why there are limited slots within this 7-day period, explain that this is dependent on the availability of installers.
Auto Port Reservation
Port reservation/allocation is automatic, if (1) correct documents were uploaded, (2) an appointment was selected, and (3) payment was successfully processed.
If there is a port reservation fallout, this will be triggered in the Network Inventory Management System (NIMS) and will be fixed in the backend by designated groups. Immediately report the non-flowthrough of the new sales order in WFM, so this can be fixed ASAP.
Payments
Issue manual Official Receipt (OR) if the new customer’s plan is with device and selected mode of payment is outright.
Order Cancellation with Refund (Interim Process)
ORDER MUST BE CANCELLED IN CRMS. Cancellation can be done in TCare > Order Summary. Click on the gear button on the upper right corner of the Order Summary segment. Then, select Cancel Order.
Specify the reason for order cancellation.
Inform the TCS team of the requested order and payment so the transaction can be cancelled from backend. No need to file a refund ticket. Please send your email to the following:
Jitendra Nagar jitendra.nagar@tcs.com
Raffi Shaik mahammadraffi.shaik@tcs.com
Miguel Edouardo Cedilla miguel.cedilla@tcs.com
Mohit Bhardwaj mohit.bhardwaj1@tcs.com
Mohammed Younus younus.md@tcs.com
Shivom Raval shivom.raval@tcs.com
Once you receive the confirmation of order cancellation from TCS team, proceed with the BAU/current refund process (via LBC).
AirInternet Plans (DOCSIS)
Please note that all Air Internet plans will not be available in HOBS from October 14 onwards. Continue processing all Air Internet applications in IBAS for the time being. We will send a follow-up advisory on its availability in HOBS.
How To Generate Your End-of-Day BC Report (Interim Process)
Confirm if user is connected to the Converge network. This will only work if you are connected to Converge’s network via LAN/Wifi/VPN.
Copy and paste this URL below this advisory in your web browser’s address bar:
https://hobsapache.convergeict.com/HobsReporting/downloadReportWithReportName?serviceType=RMS_DET_COLL_RPT_PER_BC&BRANCH_CD=XXX
Replace the XXX at the end of the URL with the 3 digits of your branch code.
Press ENTER. .XLS file should automatically download upon pressing Enter.
In case you encounter a prompt saying, “Whitelabel Error Page”, just hit refresh until download initiates.
Centralized Reporting of Issues: IT Helpdesk
Report encountered issues immediately to ensure our customers do not have to prolong their wait in the BC. Send your report to our IT Helpdesk at ithelpdesk@convergeict.com. Likewise, log your issues in the central BC Issues Tracker.
For a more efficient issue management and resolution, provide the following details when emailing our helpdesk:
Email Subject: HOBS (Module) | (Brief Description of Issue)
Account Number or Order ID:
Username/User login:
Time encountered:
BC/Office Location:
Screenshot/s of the Issue:
If you encounter a no slots available issue, provide the following information, too:
Location Type:
Address:
Coordinates (Long/Lat) :
Customers Waiting Time :
BC Intervention :
For any stuck application processing in HOBS, SLA for the issue resolution is 30 minutes. If the application has been stuck for more than 30 minutes, please proceed with encoding in IBAS.
SERVICEABILITY
Question: For Serviceability Check: Where can we put the middle name of the customer?
Answer: Middle name is not a required information for serviceability check. The required information are: Region, Province, Municipality / City, Barangay, Location Type (Subdivision / Building / Others), Street, House / Floor No.
BLACKLISTING
Question: Do we still need to conduct a Blacklisting Check?
Answer: Yes, it is a must to conduct a blacklisting process using the current tool (outside of CRMS).
http://blacklisting.convergeict.com/login/
CAPTURE CUSTOMER BILLING AND PROFILE:
Question: Where do we add suffix on the customer creation page?
Answer: Suffix that can be added in the Basic Info page. You can access the Create Customer page after serviceability check.
Question: Does the system accept landline numbers?
Answer: Landline numbers can be added on the Create Customer page.
Question: What if the address is not available in the dropdown list? How can we proceed?
Answer: Dropdown is sequential and dependent on the initial details encoded in the system (e.g., Region before Province). These addresses are consistent with addresses registered with the PSA. If the desired address is not visible, contact the Hypercare/Technical Support Team.
Question: Can the email provided by the customer be validated correctly?
Answer: The system can detect if the information provided is a valid email address (if it has an "@" and ".com"). However, it will not be able to check if it is a registered email.
Question: In a scenario when the agent’s encoding was interrupted (while a Customer ID has already been created but the agent was not able to finish up until Order ID creation), how would the customer’s application continue?
Answer: Since Customer ID has already been created, the BC Officer can search for the Customer ID and continue with the remaining steps needed to finish job order creation.
SELECT PRODUCT:
Question: Can we bundle up FiberX and Air Cable?
Answer: Please refer to the release comms on the product type to be offered for BGL1
VALIDATE AND UPLOAD DOCUMENTS:
Question: Will the system show the list of required documents?
Answer: Yes, the system will show the list of required documents based on the product selected by the Customer. You may also refer to your business policies for guidance.
Question: Do we need to upload the documents provided by the customer?
Answer: Yes, the required documents need to be uploaded in the system.
ORDER REVIEW AND SUBMIT:
Question: Will the customer receive a notification after submitting an application?
Answer: Yes, the customer will receive a notification in the email and/or sms provided by the customer.
PAYMENT:
Question: What is the difference between upfront and one-time charge?
Answer: Outright Charge is one of the modes of payment, other than installment. It comprises the installation and the security deposit. Total Upfront Charges are the total initial payment, which includes all outright charges and the advanced MRC payment.
Question: What if a customer who walks in the Business Center opts to pay via accredited channel instead of paying upfront to apply for a plan?
Answer: When a customer applies for a plan, it should be explained to him/her that payment should be settled in that Business Center as well. If the customer insists to pay through other channels, then they are advised to process their application thru the GoFiber app.
PORT RESERVATION AND ALLOCATION:
Question: When is the port reserved? Where can we see if the port has been reserved for the Customer order?
Answer: After serviceability check, if the area is serviceable, the port is automatically reserved. There is no need for the Business Center Officer to view the port reservation.
Question: How long will the port be reserved for new applications that have not been paid?
Answer: Port will be reserved for a period of 1 month. After this, it will be freed up and available for other applications.
JOB ORDER AND INSTALLATION:
Question: How will the customer get informed about the installation?
Answer: An email and / or SMS notification will be sent tot he customer regarding the details of the installation.
SERVICE ACTIVATION:
Question: How will the service get activated?
Answer: Service will be activated upon completion of installation. The Installer will also get the consent/sign off from the customer to signify that the service is already activated.
BILLING ACTIVATION:
Question: When will my billing start?
Answer: Once the service is activated, the Billing Account is automatically activated and starts capturing the usage of the Customer.
Question : Besides e-Bill, will customers receive an SMS notification?
Answer : Yes. The customer will receive an SMS notification with a link to the Statement of Account (SOA).
AFTERSALES SUPPORT:
Question : SLA of tickets: Escalation
Answer: It depends on the CTS selected during ticket creation. The SLA will also show in the ticket details.
Simple - 24 hrs
Complex - 48 hrs
Question: How will we pull up a very old ticket?
Answer: Only tickets created in HOBS Ticketing from Business Go Live 1 will be retrievable. You may access it under: HOBS Worklist> Worklist submenu > click on View Item. You can search using ticket # or use different parameter under "Search by"
Note: If it is a ticket created in OTRS, it will not be retrievable in HOBS.
INTERIM HANDLING SPECIFIC TO BUSINESS GO LIVE 1 (BGL1):
Question: Are all products available at the 10 Business Centers by Business Go Live 1?
Answer: Yes. All products can be offered. Applications will be processed using HOBS CRMS. However, for the Business Centers offering DOCSIS (Air Internet Plans and Air Cable TV), the applications still need to be processed in IBAS until further advised. These Business Centers are:
Capas, Tarlac
Magalang, Pampanga
San Fernando, Pampanga
Question: Since the End of Day Collection Report is not yet available for the Business Centers, what will the Cashier use?
Answer: TCS will provide a system-generated End of Day Collection Report which will be sent via email to each of the 10 Business Centers scheduled at 5:15pm daily until further advised.
Question: If there are multiple email addresses on the list when sending manual notification, can we select multiple emails if customer wishes to receive updates from different email address?
Answer: Yes. User can select multiple email addresses.
Question: Can we proactively provide resolution time and date that is shown on the Ticket creation of the customer?
Answer: Yes, the customers can be informed that resolution time is within 24-48 hours.
Question: Can we create a ticket when the concern is technical inquiry like plan package?
Answer: No. BAU will apply for general inquiries.
Question: How do L1 agents close a quick kill or an FCR ticket?
Answer: Create the ticket, then self assign, then choose resolve on the action panel. Self-assign again the ticket then choose to close on the action panel.
Question: What is the look of an email sent to us by the customer? Will it be tagged automatically? If not, will the agent tag their CTS manually?
Answer: Ticket created via email has its own default CTS. After an agent fully understands the concern, he/she/they can now create a correlated resolution ticket with correct CTS.
Question: How do we tag the correct ticket state especially after sending manual notification?
Answer: We can select 'pending with customer dependency status' (assuming that the reason we sent a notification to the customer is that they are lacking some requirements).
Question: Will the agent still have to attach a file for follow up?
Answer: Yes. If needed.
Question: Is it possible to merge tickets from request to complaint/trouble and vice versa?
Answer: No.
Question: Will the created ticket be sent directly to the customer's registered email address (like OTRS)?
Answer: Yes. But if there is an update, let's ensure that contact details inside the ticket page are updated or added.
Question: For the HOBS ticket, what will happen if the client made a concern first in salesforce and the agent provided the ticket number and the client made a follow up but in voice and the ticket was from salesforce. Is it possible that we can locate the ticket in the HOBS?
Answer: Endorse the ticket or concern to your team leader. TLs have access to both HOBS and Salesforce. No need to create a new ticket. (This is applicable to same concerns only)
Question: Where can I see which month my payment was allocated?
Answer: In Payment History.
Question: How can we unlink/unparent/unchild a ticket?
Answer: Click the master ticket on the child ticket page and click un-associate.
Question: If client sent an email, would there be a ticket /generated?
Answer: Yes. The ticket will begin with letter I or Incident.
Question: Is there a batch re-assigning for tickets?
Answer: TL will manually assign for now. No ACD features yet.
Question: What are the things considered in the Pre-Order check validation (Success / Failure)?
Answer: No balance, No in-flight order.
Question: Why are there two statuses in Order History?
Answer: Processing Status + Order History.
Question: Will there be a notification for customer to receive from their second and/or added email/mobile number?
Answer: Yes
Question: Will draft application be saved if encountered an error prior being submitted?
Answer: Details will not be saved. Need to re-enter the details of the application.
Question: Can Port Reservation be reserved/availed during draft application?
Answer: If the port is free, it will be reserved during draft application. If port is not available but application still pushed through with application, system will prompt as "Port Reservation Failed"
