How To Enter An Exede Voice Sales Order Sales Only Dealer Desk Reference

Transcription

1 Summary This Desk covers: Gathering Information before placing an Order Order > Add Customer Tab Serviceability Page Contacts Page Packages Page Options Page VoIP Page Payment Page Review Page Schedule Page Confirmation Page Additional s to Confirm the Order Next s Porting a Number This Desk supports the Sales Only Dealer (SOD) audience. This document covers entering an order that includes new Exede 12 Internet service, and Exede Voice home phone service. Gathering Information before placing an Order Before beginning to enter an order that includes Exede Voice, a SOD must gather information from three sources: 1. From the Service Availability Tool in the Support Portal, the dealer must confirm that the beam is open for sales, and that ViaSat 1 is the satellite. 2. From exede.com, the dealer uses the Plan Selector Tool to qualify the Customer for the best Exede 12 plan, based on the ways the Customer currently uses the Internet. 3. From the TN Availability Tool, the dealer must determine whether Exede Voice supports the Customer s telephone rate center. Dealers cannot rely on the Serviceability page on the Orders tab to provide this information. Service Availability Tab Follow these steps to determine whether the beam is open for sales. 1. Log into the Dealer Support Portal with your Self-installing Dealer ID and password. 2. Go to the Tools tab ViaSat, Inc. Page 1 of 24

2 (continued) 3. Using the full, USPS-approved street address for the service location, complete this form. This must include the Zip code, and preferably, Zip+4. Leave the Satellite field as unspecified. Click Check Availability. 4. The results appear. Check the line Is Service Available. The answer must be yes. Check the line Satellite. It must show ViaSat-1. These two responses mean that Exede 12 service is available; therefore, Exede Voice is likely available in that area. Note: Exede Voice is not available in Hawaii or Alaska ViaSat, Inc. Page 2 of 24

3 The Plan Selector Tool The Plan Selector Tool is part of the zip code search available on This tool has several benefits: it matches the Customer s current activities to the best Exede Internet plan; and it is designed for use while the Customer is in the sales room. Selecting the right plan is critical to creating a valuable relationship between you, the Customer, and ViaSat. Follow these steps: 1. Open with your browser. On the Home page, look for the Zip Code field. It often moves around the page, but usually reads Check Availability in your area. 2. Type the Customer s Zip Code and click Go. 3. The results show whether Exede 12 is available in that area. Find the Which plan is right for you? bar, and click the + sign. Remember! Exede 12 is the only service level that supports Exede Voice, so if the zip code search results show anything else, Exede Voice is not available in that area ViaSat, Inc. Page 3 of 24

4 (continued) 4. The Plan Selector presents three categories of activities. Use the questions in each category to guide a conversation with the Customer. Select the best response for each category, and then click Submit. Each category becomes available when a selection is made in the previous categoy. 5. The Plan Selector Tool provides a Recommended plan, and a Next Best plan. Review these with the Customer and help them make a decision. Telephone Number Availability (Number Portability) ViaSat offers the Exede Telephone Number Availability Tool to help dealers identify whether Exede Voice supports a given rate center. This tool is also called TN Availability. This tool also offers information as to whether an existing number may be ported to Exede Voice. Note: A rate center is the geographical area used by telephone companies for billing purposes. It is the combination of a given area code and 3-digit prefix. For example, Area Code 518 and Prefix 394 make up the Amsterdam, NY rate center. Important! Dealers must use this tool for every Exede Voice order, as the correct rate center must be manually added to the order. Follow these steps to use the TN Availability Tool ViaSat, Inc. Page 4 of 24

5 1. Go to the Sales & Marketing Tab (in the Support Portal), and click the Retail Dealers Desk s menu. Click the TN Availability button. The Telephone Number Availability page for Exede Voice opens. 2. Type the Customer s current phone number into the phone number field, and click Submit. Important! Use landline numbers, not cell phone numbers. See section Customer without a current landline phone number below for additional information ViaSat, Inc. Page 5 of 24

6 (continued) 3. The results will be either Yes or No. If Yes, gather the Rate Center information. If the Customer wishes to port this existing number, they may do so. See section Porting a Number below. 4. If the result is No, this means two things: That the existing number cannot be ported into Exede Voice, and the Customer will have to get a new phone number. That the new phone number will not be a local number. Can the Customer still order Exede Voice? YES, with a caveat. The dealer may search for other nearby rate centers, and check whether Exede Voice might be available. Using a nearby rate center means that inbound calls are charged long distance rates to the caller. Exede Voice Customers will not be affected by using a nearby rate center; however, their friends and family might be. How do I find nearby rate centers? Try the area code and prefix for a nearby large city, or use Google to find other nearby prefixes. READ this fine print to the Customer: Important: Exede Voice may not be available in your telephone rate center. * If this situation applies to you: (i) ViaSat will not be able to transfer ("port") your current telephone number to our Exede Voice service and we will have to provide you with a new phone number, and (ii) ViaSat will not be able to provide a local telephone number to the rate center associated with your home address. This means that after we activate your Exede Voice service, certain calls to you from within your telephone rate center may be long distance calls for the caller (the person calling you). Long-distance calling to the United States and Canada is included in your Exede Voice service at no additional charge, and so this situation will only affect certain inbound calls to you and will not affect your outbound calls ViaSat, Inc. Page 6 of 24

7 Customer without a current landline phone number If a Customer does not have a current phone number, follow these suggestions to determine the best rate center for their service address. For example, the Customer is new to the area, or they have only cell phone numbers. 1. To find the local rate center, enter any LOCAL phone number for a neighbor, church/school, or business that is geographically close to the Customer s service location. Use an Internet search to find these nearby phone numbers. Use landline numbers, not cellular Over time, create a list of rate centers in the areas where you sell. 2. Continue with s 3 and 4 from the section above. Order > Add Customer Tab Now the Dealer is ready to enter the Order for Exede Voice (and Exede Internet). Go to the Support Portal, and click the Orders tab. Follow these steps to enter a Sales Order. The process involves completing eight (9) forms, using information gathered from Service Availability, The Plan Selector Tool, TN Availability, and the Customer. Tip! It is best to have the Customer available, when entering the order for two reasons: they can confirm the address information they can provide payment information directly, without the dealer writing it down. Writing down payment information, and then disposing of the information incorrectly, may be a PCI/DSS compliance violation. 1. After logging into the Dealer Support Portal with your Self-Installing Dealer ID and password, click the Orders tab, and confirm that the Add Customer tab is highlighted (dark blue) The Progress bar shows the Serviceability page highlighted (light blue). The Progress bar may be used to return to a previous page, but it does not allow the dealer to jump forward in the Order Entry process ViaSat, Inc. Page 7 of 24

8 Serviceability Page 1. In the Transaction Info box, do the following: 1. Confirm the Transaction type is New Connect. 2. Add a Referral Source, if necessary See image below. 2. In Service/Installation Info box, do the following: 1. Type the Customer's First, Middle Initial, Last Names, and Suffix (if required) 2. Type the Customer's USPS-standardized street address of the location where the service will be installed. a. Do not use a P.O. box. b. Do not use an address that is made-up, 'close enough' etc. 3. Type the Customer's City, State, Zip+4, primary and secondary (if desired) phone numbers. 4. Type the address the Customer wants as his/her contact . a. This may be an existing address. ViaSat strongly recommends this. b. If it is to be the address, check No address box. Important! Inform the Customer that they cannot receive communications from us until they complete their account setup. 5. Type the Customer's Birthdate. 6. Click Next to move the order forward; click Start Over to clear the forms. Note: Required fields have a small red asterisk to the right of the field box. See image below. 3. The address is verified as a USPS-standardized address. If minor changes are needed to standardize the address, the system automatically makes these changes. For example: 555 Ravenna Blvd, 98125, might be changed to 555 NE Ravenna Blvd, See image below. If the address is not recognized, the system presents a page with alternative addresses. If alternatives are not presented, then we strongly recommend that the address be verified using the US Postal Service Zip Code Lookup link. This link opens the USPS Zip Code web site, where the dealer and Customer may work on the address to arrive at the standardized address. o If the USPS Zip Code web site is unable to locate the Customer s correct address, it is very likely that the Customer s site will not receive service. The beam assignment and satellite alignment information used by the Installer will be incorrect, leading to a poor customer experience. The order should not be entered. See image below ViaSat, Inc. Page 8 of 24

9 (continued) 4. The Credit Check also occurs. Contacts Page 1. The Progress bar shows the Contacts Page highlighted. 2. Between the Progress bar and the Service/Installation box, is a message concerning the Credit Check. It will state whether the check passed or not, or whether the system was unable to perform the check. If yes, continue with the order entry. If unable to perform, the reason is usually due to a recent change of address. In these situations, the Dealer must use good business judgment in deciding whether the person will be a good customer for ViaSat. Complete the order if appropriate. If no, confirm that the information was entered correctly, specifically the street address and the birthdate, and try again. o If it continues to fail, stop the order entry process ViaSat, Inc. Page 9 of 24

10 (continued) 3. If the credit check is denied, use the follow text to relay the information to the Customer. Unfortunately, the request for credit has been denied and we are unable to process your order for Exede Internet Service, and we have no alternative offerings for those who cannot pass a credit check." 4. If Customer wants to follow up on denial: For further information, the Customer may contact Equifax at one of the following: Online: Phone: Write to: Equifax Information Services LLC P.O. Box Atlanta, GA In the Service/Installation Info box, confirm that all information is correct. See images below. 6. In the Billing Info box, do the following, if necessary: 1. Remove the checkmark from the box Same as Service/Installation Info, and click the blue arrow. 2. Make any necessary changes to the Billing Info fields, so that this information matches the payment method the Customer will use for the Recurring Monthly charges. For example, if their bank account has a P.O. Box for the monthly statement, type that information into these fields. See images below. 7. Click Next to move the order forward; click Previous to return to the Serviceability Page. Click Reset Current Page to remove any change made to the Contacts Page; click Start Over to clear all forms ViaSat, Inc. Page 10 of 24

11 Packages Page 1. The Progress bar now shows the Packages Page highlighted. 2. Using the information gathered during the sales process, combined with the results of the Plan Selector Tool, select the desired package/plan. 1. Click the radio button next to the package title. 2. Click the radio button next to the desired promotion. 3. Review the features, price, and disclaimers with the Customer. See image below. 3. Click Next to move the order forward; click Previous to return to the Contacts Page. Click Start Over to clear all forms ViaSat, Inc. Page 11 of 24

12 Options Page Important! This is the page where the Exede Voice service product is added. 1. The Progress bar now shows the Options Page highlighted. 2. Using the information gathered during the sales process, select the desired Equipment Plan Click Equipment Lease Fee monthly to select the $9.99/month option Click Equipment Lease Fee Prepaid 24 months to select the $ option. Remember! The Prepaid Equipment Lease Fee is collected as an up-front fee at the time the order is submitted. The taxes for this up-front fee appear on the First Month bill. See the image below. 3. Review the other Fees, and any related credits in the Fees section. These fees are selected automatically, along with their credits. 4. Review the Included Features and Internet Access Service sections. These items are selected automatically. 5. Select the Exede Voice check box in the Optional Voice Services section. This adds the Exede Voice product to the order, and adds the fees/charges to the order. If there is an available promotion, select that check box as well. This applies any available credits. See image below. 6. If necessary, click the Recalculate Totals button to update the Totals section. 7. Use the information in the Upfront One Time Fees, First Month Fee, and Monthly Recurring Fee sections to help the Customer understand how the costs are divided. Upfront One Time Fees shows the fees that are collected when the order is submitted First Month Fee shows the next month s Monthly Service fee, and any other remaining One Time fees, such as Installation. It does not include the pro-rated fee for the Monthly Service (for the days between Activation and the first bill cycle), which will appear on the first Monthly Bill. Monthly Recurring Fee shows the total for services and equipment going forward during the Service Term. See image below ViaSat, Inc. Page 12 of 24

13 (continued) 8. Click Next to move the order forward; click Previous to return to the Packages Page. Click Start Over to clear all forms ViaSat, Inc. Page 13 of 24

14 VoIP Page 1. The Progress bar now shows the VoIP Page highlighted. 2. This page has several sections, each one configuring a part of the Exede Voice service. Use the chart below to make the needed changes to each section. Some sections require that the dealer ask the Customer for information. 3. When the sections are all complete, click Next to move the order forward; click Previous to return to the Options Page. Click Start Over to clear all forms. Section Contact section Configuration Exede Voice includes a self-care portal where the Customer may further customize the features of the service. In the Contact section, ask the Customer to create a password for this portal, and then type and confirm that password. Use the same rules as a password for the Support Portal: Is not one of the last four passwords associated with the user name 7-20 total characters Contains at least one UPPER CASE letter Contains at least one lower case letter Contains at least one number (e.g., 1) When all other sections on this page are complete, return to this section. Provide the User Name to the Customer. The User Name changes as the page is configured, so do not give this information until the page is complete. The Customer will receive more information about the self-care portal when they receive their Exede Voice Adapter ViaSat, Inc. Page 14 of 24

15 Section Address/Site section Configuration (continued) Confirm and leave this information as is unless the Customer specifically requests a number from another state. See section Request for different state below for more details. 911 Information section 1. Select the Rate Center listed for the Customer in the TN Availability Tool. 2. Select the first phone number in the Choose Number list. Note: Every order is entered with a new phone number. Existing numbers cannot be ported during order entry. The Customer must call after their Exede Internet service is activated. See section Porting a Number, below. Street Address section Is this Customer living in a remote or very rural location? Do they have a different street address specifically for emergency services? If so, this is the section where that emergency services street address is added to the order. Important! Ask the Customer for their emergency service street address, and break it into parts like the example below. It is critical to enter this information correctly, or emergency service may not receive the correct location. For example, 2B North Main Street SW appears like this: Select the Unit Type, and add the Unit Number, when applicable. If the Customer does not have an emergency services street address, break the USPSapproved street address (from the Serviceability page) into its parts as in the example ViaSat, Inc. Page 15 of 24

16 Section Phone Number Detail Configuration (continued) Ask the Customer for their preferences with Caller ID. They may customize what is prepopulated, or block caller ID. If they wish to change what is prepopulated as the Caller ID, make the change in the Caller ID Name field. Caller ID Name is limited to 15 characters. Check the box if they wish to block Caller ID entirely. Directory Listing Ask the Customer for their preferences with the directory listing for the Exede Voice service. They may choose to list the number and/or to publish the street address with that number, or prevent both of these. In the Type list, choose one of the following: To remain unlisted, select the default Do Not List Do Not Publish. Leave all other fields as they stand. To list the number only, select List. To list both the number and their address, select ListPublish, and then check the Publish Address box. Then, customize the First Name and Last Name fields as the Customer desires. If the First Name field contains two names (i.e., a husband and wife), check the First is Dual Name box. The First Name is limited to 10 characters, and the Last Name is limited to 20 characters. Both fields, including any spaces or special characters, are limited to 31 characters. Request for different state In the unlikely situation that the Customer specifically requests a new phone number from a different state, the dealer needs to make a few changes to how they complete the VoIP page. 1. Select the desired state from the State list. Review the Region list with the Customer, and select their choice. 2. Do a quick Internet search by using the area code shown in the Region field and determine a prefix within that area code ViaSat, Inc. Page 16 of 24

17 (continued) 3. Go to the TN Availability tool, and type a number using the area code and prefix. Add any numbers for the last four digits. 4. Repeat s 2 and 3 until there is a yes answer from the TN Availability tool. Note that rate center. 5. In the 911 Information section, select this rate center, and then select a new number. 6. Continue with the rest of the VoIP page. Payment Page The Payment Page allows a Customer to split the Up-front Fees and Recurring Fees between two (2) payment methods, if desired. For example, the Up-front Fees may be charged to a credit card, while the Recurring Fees are charged to a bank account via an electronic funds transfer (EFT). The EFT payments may be charged against either a checking or savings account. Accepted credit cards: American Express, MasterCard, and VISA Cash and checks are not accepted All payments are automatically taken from the designated account on the bill cycle date. No bill is sent. 1. The Progress bar shows the Payment Page highlighted. 2. To split the payments, follow these steps. 1. In the Upfront One Time Payment box, uncheck the Same as Recurring Payment box. Skip this step if both payments are to come from the same payment method. Use only the Payment Method for Recurring Charges box in this case. See images below ViaSat, Inc. Page 17 of 24

18 (continued) 3. Complete the fields in the form(s), gathering the required information for the payment method from the Customer. Reminder! We strongly recommend taking this information verbally to avoid any possible PCI compliance violations. EFT payments: a Bank Routing Number has 9 digits All methods: Always use the name from the payment method, even if it different from the Customer s name. See images below. 4. Click Next to move the order forward; click Previous to return to the Options Page. Click Reset Current Page to remove any change made to the Payment Page; click Start Over to clear all forms. 5. The payment method is validated. If it fails, an error message appears Invalid Credit Card Number. Possible reasons for the error include: Typo in the number Incorrect credit card type. Remember which cards are accepted. Name or Zip code does not match the information on file with the card vendor. An issue with the card vendor, such as a failed authorization for the amount. See images below ViaSat, Inc. Page 18 of 24

19 Review Page 1. The Progress bar shows the Review Page highlighted. 2. For each section of the Review Page, confirm with the Customer that the collected information is correct. If there are errors, use the Progress bar to return to the appropriate page to make the corrections. Other relevant information, such as driving directions, may also be added to the freeform text box, Installation Notes. See image below. 3. Use the questions in the Customer Checklist section to confirm that all disclosures were made to the Customer. This list is a summary, not a detailed, list. Be sure to follow the current list of disclosures, as directed in the Desk Sales Disclosures for Exede Broadband Plans Desk. and Sales Disclosures for Exede Voice Note: All Disclosures from both references must be used for every order. 4. When all sections are confirmed as correct, click Schedule. Click Previous to return to the Payment Page; click Start Over to clear all forms ViaSat, Inc. Page 19 of 24

20 Schedule Page The Schedule Page presents the Installation appointments that the ViaSat Fulfillment Network currently has available. The order may not be scheduled more than 14 days in advance. If there are no appointments available, the Sales Only dealer may Inform the Customer that they will be contacted by the Fulfillment Network to schedule the installation Schedule the appointment in FSM if the Customer calls back at a later date to schedule the installation, and appointments are now available. See Changing Work Order Assignment in FSM (Scheduling) Desk for details. 1. The Progress bar shows the Schedule Page highlighted. 2. Available dates appear as green blocks on the calendar; the box is yellow when it is selected. If necessary, use the Month and Year dropdown lists at the top of the calendar to move the calendar forward. Available appointments appear as AM or PM links on the date. Appointments are scheduled in 4-hour blocks. See image below. 3. To set the appointment: 1. Review the available dates with the Customer 2. Click the AM or PM link of their choice. The appointment time appears on the right side of the calendar under Selected Date. 3. Confirm that it matches the Customer s choice. See image below. 4. Use the Reset button to change the appointment. See image below ViaSat, Inc. Page 20 of 24

21 (continued) 5. When the appointment is confirmed as correct, click Schedule. Click Previous to return to the Payment Page; click Start Over to clear all forms. Confirmation Page 1. The Progress bar shows the Confirmation Page highlighted. 2. If the order is successful, a green border appears between the Progress bar and the sections of the order. Look for the phrase Add Customer: Accepted (Pending Completion). See images below ViaSat, Inc. Page 21 of 24

22 (continued) 3. If the order has failed, a red border appears around the error message, and the Progress bar returns to the Review Page. Click the blue arrow to expand the details, and read the Problem Details. Occasionally an error appears, but the order does complete. When an error appears, follow these steps to determine the right course of action: 1. Go to section Additional s to Confirm the Order, below, and confirm that the order did not go through. This step is necessary, as simply reentering the order would create duplicate orders. 2. If the order did not go through, then log out of the Dealer Portal, and close the browser. 3. If possible, reopen the browser and clear the browser s cache and cookies. 4. Wait minutes, and repeat the Order process. 5. If the order still fails, contact Partner Support at , Option 2. See images below. 4. If desired, click Print to print a paper copy of the Confirmation Page. Click New Order to return to the Serviceability page and enter the next order ViaSat, Inc. Page 22 of 24

23 Additional s to Confirm the Order As a best practice, ViaSat strongly recommends that the dealer confirm that the order has been fully completed in the Dealer Portal. The Order Management sub-tab (next to the Add Customer sub-tab) may be used for this purpose. These steps may also be used in when an error appears on the Confirmation page. 1. After the Confirmation appears with a green border, which states that the order was accepted, return to the Home page of the Dealer Portal. 2. Type the Customer s phone number in the Customer Search field, and click Search. See images below. 3. From the Search Results list, click the link in the WildBlue Account # column. This loads the Customer into the Dealer Portal context. All tabs in the Dealer Portal now show information about this specific account. See images below. 4. Click the Orders tab, and then click Order Management.The Order Management sub-tab is now dark blue. 5. If the Provisioning status reads Pending_Active, then the order has completed. The order is ready for installation ViaSat, Inc. Page 23 of 24

24 Next s The Customer will receive their Exede Voice Adapter (ATA) after the Exede Internet service is activated. Instructions are included for connecting the Adapter to the SurfBeam 2 modem, as well as activating the Exede Voice Service. No on-site visit is involved for Exede Voice. Porting a Number To port a number, the Customer follows these steps AFTER the Exede Internet service is activated. Dealers do not port numbers. Dealers retain all commissions on accounts with ported numbers since they entered the original order for Exede Voice service. 1. The TN Availability Tool must report a yes when the existing number is submitted. If it reports no, then the number cannot be ported. 2. Review these additional requirements with the Customer if they wish to port a number. These requirements reduce the number of errors when the porting request is made. The number must be active. Do not disconnect the number with the current service provider (e.g. Verizon, CenturyLink, etc.) before submitting the porting request. A number cannot be ported if a "freeze", "carrier freeze" or similar restriction exists for the number. All Distinctive Ring options on the line must be deactivated prior to porting. The Customer contacts the current service provider for assistance. If the porting request is for a wireless number, the Customer must have the Account and PIN numbers for that wireless account when making the request. The Customer contacts the current service provider for assistance. The Customer should also note the name, address and zip code for the Exede Voice account, and be sure to use the same information when making the porting request. 3. The Customer calls to request the number port. The date of the port will be negotiated with the Customer, but will take place during normal business hours. Note: The new number selected during the order entry is disconnected by Customer Care as part of the porting process. The Customer does not need to take any additional action for this to occur. This means, however, that there may be a few hours during the port when incoming calls may not complete if someone has tried to call the new number selected during order entry ViaSat, Inc. Page 24 of 24