adding+an+appointment+to+calendar+in+field+advisor v10

Adding an Appointment to Calendar in Field Advisor

Document Number: RSUD-89TF7HRelease Date: 6 Mar 2013

Status: ApprovedVersion: 10

Document Control and Repository

This document conforms to the “Single Master Electronic Document” policy.Printed or other electronic copies are for information only.

Readers are responsible for ensuring that they always use the current valid version at the address above.

France Telecom Group restricted

Document Status

Title: Adding an Appointment to Calendar in Field Advisor

Status: Approved

Owner: FOIS GPO

Author(s): Mike Shead

Approver(s): Robin Sutherland

Document Number:

RSUD-7VBNR4

Document Type: Work Instruction

Version: 10

Release Date: 6 Mar 2013

Document History

Version Date Changes Made Author(s)1 30 Sep

10Original Document Mike Shead

2 27 Jan 10 Added points on Nodal options Pramod Shendye

2.1 25 Feb 10

Removed one point under section A.1 Robin Sutherland

3 21 Oct 11

Added instruction no.6 on page 9 Mike Shead / Pramod Shendye

4 28 Oct 11

Updated screenshots and amended Activity Type of Absent

Mike Shead

4.1 6 Nov 11 modified instruction no. 6 on page 9 Pramod Shendye

5 19 Dec 11

added and changed appt types and definitions

Mike Shead

6 28 Mar 12

added Appendix of Do’s and don’ts Robin Sutherland

7 25 Apr 12

changed Field Engineer to Service Engineer

Robin Sutherland

8 22 Jan 13 Addition of Appt Type Field_Mgmt_Activity

Mike Shead

9 5 Mar 13 Addition of explanation for Off Shift Mike Shead

© copyright, France Telecom 2008

The information contained in this document is the property of France Telecom and its affiliates and subsidiary companies forming part of the France Telecom group of companies (individually or collectively). No part of this document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means; electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of France Telecom. Legal action will be taken against any infringement.Orange Business Services is a name used by companies within the France Télécom Group, including Equant, France Telecom and Orange.


Appt Type10 6 Mar 13 Added link to on-call WI Robin

Sutherland

© copyright, France Telecom 2008

The information contained in this document is the property of France Telecom and its affiliates and subsidiary companies forming part of the France Telecom group of companies (individually or collectively). No part of this document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means; electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of France Telecom. Legal action will be taken against any infringement.Orange Business Services is a name used by companies within the France Télécom Group, including Equant, France Telecom and Orange.



Table of Contents1 Introduction.................................................................................4

1.1 Summary...................................................................................................41.2 Scope.........................................................................................................41.3 Modification Guidelines..............................................................................41.4 Deviation Request.....................................................................................41.5 References.................................................................................................41.6 Definitions and Acronyms..........................................................................41.7 Responsibilities..........................................................................................5

2 Adding an Appointment to Calendar in Field Advisor......................52.1 Description................................................................................................52.2 Instructions................................................................................................52.3 Points of contact........................................................................................62.4 Entry Criteria.............................................................................................62.5 Tools..........................................................................................................72.6 Exit Criteria................................................................................................72.7 Measurements...........................................................................................7

Appendix A - Glossary........................................................................7A.1 Acronyms...................................................................................................7

Appendix B - Do’s and Don’ts for Service Engineers...........................................11

RSUD-89TF7H, V10, 4/17/2023 Approved

UNCONTROLLED COPY – FOR INFORMATION ONLY – Unless viewed from the ”Process Referential”



1 Introduction

1.1 Summary

In order for the SCC to know which FE’s are available for dispatching within Clarify Field Advisor, the Service Engineer must add appointment’s to his/her schedule/calendar in Field Advisor.

1.2 Scope

This work instruction describes the steps for adding an appointment to the schedule/calendar in Field Advisor.

1.3 Modification Guidelines

This document is owned and maintained by the FOIS GPO. Any requests for changes to this document must be provided to FOIS GPO. The FOIS GPO will update the document, as appropriate. Until the document is updated, approved, and posted into the Orange Process Repository (OPR), the existing work instruction must be followed, unless a deviation request has been granted

1.4 Deviation Request

It is expected that employees implementing this work instruction will apply their best judgment in every situation to determine the best course of action for the customer and the company. This may occasionally require deviation from the approved work instruction. All deviations must be documented and approved by a manager.

1.5 References

Document Number

Title

ATLW-6GTRQ9 SCC HandbookATLW-6BTA2L Field Engineer’s Handbook RSUD-7VBNR4 Adding an On-Call Appointment

1.6 Definitions and Acronyms

SCC = Service Coordination CenterFE = Field Engineer (Service Engineer)




http://processref.si.francetelecom.fr/dicos/refopr.nsf/DocId/RSUD-7VBNR4


ASP = Authorized Service ProviderFA = Field AdvisorWI = Work InstructionEPR = Emergency Part Request

1.7 Responsibilities

It is the responsibility of the Service Engineer to keep his or her calendar up-to-date. The FE or the FE’s manager/supervisor must add appointments so the SCC is aware which FE’s are available for assigning activity within Clarify.

2 Adding an Appointment to Calendar in Field Advisor

2.1 Description

When the SCC needs to schedule a dispatch the agents need to know which FE’s are available for selection. This will ensure that the available FE’s will be approached first and other Fe’s are not contacted when busy or not available for selection.

2.2 Instructions

To add an appointment to Field Advisor: Step 1. Launch Field Advisor ( http://helix.equant.com/FieldAdvisor/)

Step 2. Click on My Info Step 3. Click on Add Appointment




http://helix.equant.com/FieldAdvisor/


Step 4. Enter the Start Date/time that the activity is for Step 5. Enter the End Date/time that activity will be completed Step 6. Select Importance Type default to be used “Standard” Step 7. Select Activity Type Step 8. Select Description Field and enter specific information relating to the

type of activity taking place

* Please specify the task details including the node/equipment ID such as CPAR02 or UPAR2-00 to which the activity is related with, e.g. LP card replacement for UPAR2-00

Step 9. Click on Create

2.3 Points of contact

Robin Sutherland: [email protected] Shead: [email protected]

2.4 Entry Criteria




mailto:[email protected]

mailto:[email protected]


The FE must know the dates and times that appointment is required for.

2.5 Tools

Clarify’s Field Advisor

2.6 Exit Criteria

The SCC must attempt to find an FE that is available for assigning with no existing dispatches or appointments that conflict with the Early/Late Start date and times of the dispatch. If none are available the SCC must contact the Regional Field Manager for instructions.

2.7 Measurements

There are no process measurements against this Work Instruction, at this time.

Appendix A - Glossary

A.1 Acronyms

Acronym DefinitionASP Authorized Service ProviderFE Field Engineer (Service Engineer)SCC Service Coordination CenterGPO Global Process OwnerGPS Global Process SponsorKPI Key Performance IndicatorKPO Key Performance ObjectiveLPO Local Process OwnerOPO Operational Process OwnerOPR Orange Process Repository





Description & scope of the ‘Activity Type’ options

The type of activity to be recorded needs to be entered using the appropriate optionfrom the pull down menu of the field ‘Activity type’ as shown earlier.

‘Activity type’ options & its description / scope is as follows.

1. Public Holiday – Public Holiday in country

2. Vacation – Employee out of office for planned vacation

3. Absent - Family event, doctor’s appt, sickness, compassionate, maternity and paternity leaves & domestic emergency, etc

4. Training - Any training activity including WBT, classroom, instructor-led, or remote (centra), completed by the staff. Duration can be full day or actual hours

5. Meeting - Any type of internal / external meeting related to network / site related matter including meeting with vendors, carriers & customers.

6. Gen_Admin - Miscellaneous activities which are not ‘billable’ yet required for continuing daily work. This also includes activities such as email, paper work, housekeeping tasks, supervision of any work being carried out at the site by external vendors or any other general management activity.

7. Personal - Any personal tasks which are not related to office & work.

8. Off-Shift – To be used to log off-shift time if FE regularly changes shift working hours on a regular basis or to block out NBH hours if has worked ONBH activity and has time to rest before starting work again. Also to be used for FE’s in countries which have weekend days which are other than Saturday and Sunday.

9. Logistics - All activities related to spare part management including dispatch & receipt of material, staging, customs clearance etc.

10. Nodal_Tech – All technical tasks of a node such as cabling, install/maintain/upgrade of network links, equipments including telephonic follow-up with carriers, vendors to accomplish the said task.

11. Nodal_PI - Power & Infrastructure related tasks which are related to power cabling (install/repair/replace), UPS/DG set maintenance, testing,





site air-conditioner maintenance & other power supply related activities.

12. Nodal_Admin – Other semi-technical admin tasks such as inventory update, special projects(optimization – lean etc.) Sourcing support & local IT related tasks if any.

13. Non_STD_IS_Support - This includes all the IS services related tasks such as installation, site survey, testing, documentation etc. (tasks not requested through clarify dispatch)

14. INT_IT_Reactive - This includes all the reactive internal IT support related tasks such as managing Remedy tickets, PC & peripherals delivery/recovery etc

15. INT_IT_Admin - Relates to the activities like Server Administration, IT asset management. All the IT administrative activities such as system backup, server storage space management, IT inventory management etc. can be booked under this category.

16. INT_IT_Projects - All the project like activities on a large scale (for entire site/location) such as PC/RAM upgrade, software version update, platform migration (windows etc.) can be recorded through this category.

17. Voice_Admin - Activities such as voice users inventory update (IP address assignment list), configuration changes on the server, voice traffic monitoring & control on the server etc. are associated with this category. Also includes voice regulatory work formalities handled by FE with engagement of local carrier/vendor or regulating body.

18. Voice_Tech - This category includes tasks such as voice user configuration, testing & installing IP phones, cabling & phone instrument configuration etc. All activities that involve technical intervention on the voice network / phone which are done outside of Clarify are to be recorded through this category.

19. Billable_Project - This includes any activity handled under the GOLD order reference (in case there is no Clarify dispatch raised for the same). Example – Speciifc IPT projects

20. FE_Reserved_Time - Pre-booked time by FE without knowing the complete task details. SCC won't dispatch any activity during this “reserved period”. FE needs to modify the appointment type at a later time by choosing the most appropriate option which matches with the task performed during that time period. If not modified, this will be considered as non productive activity for the reporting purpose. FE will have to ensure





appointment “ FE_Reserved_Time” will be appropriately re-classed before the last day of the month.

21. Field_Mgmt_Activity - Only to be used by Field Managers, Supervisors, Team Leads & regional operations/local manager approved designated stand-ins. Scope includes people and work management activities, performance, productivity & financial management by people managers, supervisors and team leads

Calendar Rules

1. Every single task needs to be entered in the clarify calendar by selecting the most appropriate choice of the ‘activity type’

2. Deadline to update the calendar for the current month is 7th calendar day of the next month.

3. Users are however advised to update the calendar on a daily basis to avoid any last minute rush and ensure correct information.

4. For any discrepancy in the data/report OR wrongly entered details, please contact your line manager.

5. Please choose the am/pm time stamp carefully to record the correct duration of the task.

6. For ONBH dispatches handled by FEs, a. If on-call FE is closing a ONBH dispatch directly in FA and due to

regulatory reasons will now not be available for NBH dispatch until a specified time then they must create an appointment with a type of OFF_SHIFT stating the start and end time being when they will be available again so that SCC will not dispatch to them until this time.

b. If on-call FE is closing a ONBH dispatch using SCC or FA they should request to log an appointment with a type of OFF_SHIFT stating the start and end time being when they will be available again so that SCC will not dispatch to them until this time.





Appendix B - Do’s and Don’ts for Service EngineersDo's1. Remember to check the time stamp as per AM/PM & use most appropriate activity option.

2. Use the list of appointment options with descriptions as a ready reference. As listed in page 8/9 of this document.

3. For booking vacation period please book the time from 00.00 Hours of first day to 23:59 Hours of last day to avoid any dispatch being assigned to you during that period. (refer to point 5 if vacation period is longer than one calendar month)

4. Book an appointment for minimum duration of 30 minutes.

5. In case FE is dedicated handling a special project or a single long term activity for a duration > 1 month then it should be booked as one appointment per each calendar month with time stamps as shown below.

Start - 1st day of the month @ 00.00 Hrs.End - last day of the month @ 23.59 hourse.g. FE assigned to a remote site for 2 months (May & June)There would be 2 appointments 1 being booked for each month May & June (start/end date & hours as per above)

6. If FE is handling an activity on a recurring basis then it can be booked using as a recurring appointment with actual workdays of the week being selected in the menu option.

Such activity can be booked for a duration of more than a month (start & end time range can be more than a month) but non working days i.e weekends should not be selected.e.g daily checkup of a server activity with duration of 1 hour every day

7. If an activity is not completed at the end of the day and continued on the following day, please book it as a separate appointment for each day with actual time spent on each of the day (rather than booking it as a one single appointment from previous day to next day).

Don’ts1. Please DO NOT leave any activity booked using FE Reserved Time once the activity type is known to you,

ensure that you reclassify the activity type accordingly.

2. Do not book any appointment which is overlapping a dispatch already assigned to you.

3. Do not book a duplicate appointment for any work requested through Clarify dispatch.

4. Do not book a recurring appointment for vacation or leave (refer point 3 under Do’s list).

5. FE’s are not to use Field Mgmt Activity appointment type as this is only to be used by Managers, Supervisors, Team Lead’s & regional operations/local manager approved designated stand-ins. to record people and work management activities, performance, productivity & financial management.




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