MANUAL - EMS - CAU Eng V

EMS MANUAL
USER: CAU
CONFIDENCIAL
Referencia: 20010-T123123/1 | 10/11/2010 | Página 1
Operativa EMS usuario CAU
INDEX
1 INTRODUCTIONN ................................................................................................................ 3
2 WHAT IS EMS? .................................................................................................................... 4
3 HOW TO ACCESS TO EMS ? ............................................................................................ 5
4 HOW TO LOG OFF FROM EMS ? ....................................................................................10
5 HOW TO TRANSFER INFORMATION TO THE INSTALLER?...................................... 11

5.1 INCIDENT PROCEDURES ............................................................................................................11
5.2 SEND INFROMATIONT TO THE INSTALLER ......................................................................12
5.3 REQUIREMENT TO SEND INFORMATION TO I+M PROVIDERS..............................12
5.3.1 I+M PROVIDER IN SPAIN........................................................................................................12
5.3.2 I+M PORTUGAL PROVIDER ..................................................................................................13
6 FUNCIONALLITY OF THE CAU USER ............................................................................14

6.1 SEARCH BY MERCHANTS...........................................................................................................14
6.1.1 SEARCH BY MERCHANT........................................................................................................15
6.1.2 SEARCH BY POS ........................................................................................................................20
6.1.3 SEARCH BY SERVICE REQUEST ......................................................................................23
6.2 HOW TO OPEN A POS INCIDENT? .........................................................................................27
6.2.1 INCIDENT ASSIGNAMENT TO THE I+M PROVIDER.................................................34
6.2.2 REMOTE INCIDENT CLOSING .............................................................................................37
6.3 ORDERS SEARCH ...........................................................................................................................41
CONFIDENCIAL
1 INTRODUCTIONN
The present document describes the operation of the EMS system (Equipment Management
System) for the CAU profile.
CONFIDENCIAL
2 WHAT IS EMS?
EMS (Equipment Management System) is the BPM program implanted to perform the follow
up to the TOTALNET project.
Navision is a BPM tool which allows us to:

— Instantiate different clients.
— Making traceability of the service order (pre Openings, Openings, Cancelled,
Replacements and Re openings).
— Making traceability of Failures is enabled to be used by the CAU (register,
follow up and close of the failures).
— Inventory the different devices of POS, SIMs, batteries...
— Inventory status (installed, on stock, damaged, under repairing etc…).
— Defined services providers (Installers) and perform the communication and the
follow up of the situation of the assigned service orders.
Navision is an INFORMATIONAL tool which allows us to perform:
— Reports of the Service Order situation (pending, positive closed, negative
closed…).
— SLAs Reports defined for the service orders/failures close.
— Reports of the Inventory situation (installed, in stock, damaged, under repair,
etc…).
— Provider reports and SLAs with the Providers.
Navision allows us also to perform:

— Reading CSV files posted by EDITRANES.
— WEB Service interface with the Installers.
In EMS you can define the access to different profiles:
— OPPPLUS Profile: customer queries.

— MANAGEMENT Profile: queries/Query and reports for the System Managers.
— COGPEAL Profile : request and queries/Query, Inventory Status
Management, import and export files and load inventory
— COGPEOT: queries, EDITRAN load, dispatch panel, provider response,
incident management.
— CAU: Failure opening and queries from CAU_L2 of Telefónica.
— IM Provider: OT queries for the I+M provider.
— COGPEADM: management for the OT followup and files load on the system.
— BASIC MANAGEMENT: creation of clients, providers and elements.
— ADVANCE MANAGEMENT: super administrator.
CONFIDENCIAL
3 HOW TO ACCESS TO EMS ?
EMS access to the Internet must be accessed via CITRIX through the address:
http://195.235.72.29/CitrixAccess/auth/silentDetection.aspx
This is a temporary access until the new one is available through a secure domain.
To access to EMS log in with the selected user profile.
CONFIDENCIAL
Then select the icon “Microsoft Dynamics Nav 2009”.
A window will appear for login access application.
Enter the user/password of the selected profile.
Then it will display the warning message of the use of the license.
Now select the “Accept” button.
Next it will display the “Telefonica –Microsoft Dynamics NAV Classic” environment.
Open the Database with which you are going to Work:
File Æ Database Æ Open
CONFIDENCIAL
And will display a menu where you have to type the following data:
Server Name: 40.0.0.9

Data Base Name: TELEFONICA_TEST
Authentication: Authentication Server Database
Username ID:
Password:
Next, select the top right button and the “Open Company” Box will appear Company with the
Telefonica option. Then click on the Accept button.
CONFIDENCIAL
To change languages, select from the top left menu:
Tools Æ Language.
Select the language and click the button “OK”.
CONFIDENCIAL
Now you can access to the functionality that EMS offers to the user, with the profile you
gained access.
CONFIDENCIAL
4 HOW TO LOG OFF FROM EMS ?
To import an Excel Report bigger than 1000 records, in the report the user wants to request
user must select in the Options tab, “Options” so the output is to an Excel file.
To go to the previous screen you can close the current window or press the ESC key.
To log off EMS you must select:
File -> Log off
CONFIDENCIAL
5 HOW TO TRANSFER INFORMATION TO THE
INSTALLER?
The relation with the I+M Provider will be from COGPE in Spain, and from TIWS Operation
and Management OA-TIWS, in abroad countries.
• COGPE keeps the relation with the EEFF regarding the receipt of the SERVICE
REQUEST and regarding the response to BBVA.
5.1 INCIDENT PROCEDURES
Sequence of the Incidents/Failures:

• The Merchants call the Client Line to open a failure/incidents
• Client Line identifies if the Merchant belongs to ones transferred to Telefónica. If the
Customer is from Spain, the phone transfers call to CAU España, and if it is from
outside of Spain it will send it to CAU-TIWS.
• The CAU España opens the incident in the EMS system, assigns it to POAS and
follows it up.
• CAU-TIWS opens the failure/incident in the EMS and designates to the I+M provider
of the country or POAS and monitors the Failure/Incident
• The I+M Local Provider send the closures to COGPE and these are loaded in the
EMS System.
• The abroad I+M Local providers send the OT closures to OA-TIWS and load it in the
EMS System.
• Finally COGPE sends the total OT closures (from Spain as youll as the abroad
countries) to BBVA via EDITRAN server.
CONFIDENCIAL
5.2 SEND INFROMATIONT TO THE INSTALLER
At this time EMS has not Developed the Web Service interface of interconnection system to
the I+M Local Providers.
Currently the information will be submitted by file with the format agreed with the provider via
e-mail
The installer should receive two types of information, from COGPE to submit the Service
Requests requested by the bank via EDITRAN and from CAU to submit the
Failures/incidents opened by the merchants.
COGPE will submit the information from the COGPE generic e-mail address:
TE_COGPEBBVA@telefonica.es
OA-TIWS will submit the information from the COGPE generic e-mail address:
xxxxxxxxxxxxxxxxxxxxxxxxxxxx
CAU will submit the information from the CAU generic e-mail address:
pago.electronico@telefonica.es
And CAU-TIWS will submit the information from the CAU generic e-mail address:
The e-mail address to send the information to the current I +M Provider, POAS, is:
autotbv@poas.net
For the installer out of Spain, it is pending to identify the e-mail address
xxxxxxxxxxxxxxxxxxxxxxxxxxxx for Portugal
5.3 REQUIREMENT TO SEND INFORMATION TO I+M

PROVIDERS
5.3.1 I+M PROVIDER IN SPAIN
CONFIDENCIAL
The information to be sent to the POAS installer is:
autotbv@poas.net
The e-mail reference will be:
TELEFONICA SERVICE REQUEST
The name of the attached Excel file is not relevant. The name of the chart that contains the
data in the Excel file should be always the same one [TEL->PrvI+M]
Regarding the system answer
POAS will send 2 types of e-mail with the subject:
REPORT OF SERVICE REQUEST FROM POAS
With the Service Request and stop time reports in an Excel Attached doc. Under the name
REQUEST_YYYYMMDD_HHMMSS.XLS
INTERVENTIONS RECEIVING BY POAS
(The number of Service Request for new interventions has to match with our number of OT. It
is in Excel with the name ACKS_YYYYMMDD_HHMMSS.XLS ).
5.3.2 I+M PORTUGAL PROVIDER

CONFIDENCIAL
6 FUNCIONALLITY OF THE CAU USER
The CAU user has the following functionalities:
- “Search by Merchants” and
- “Search by Request”
6.1 SEARCH BY MERCHANTS

To select the Consult menu will bring us the opportunity of consultation/search by three
parameters.
- Merchant
- POs
- Service Request
Any report you get you can convert it into an Excel through the icon on the menu of direct
access tab the relevant conversion.
At this moment, the Word and Send buttons are not active.
The maximum length of the reports is 1.000 files, and it is highly recommended to previously
filter.
CONFIDENCIAL
To import an Excel Report bigger than 1.000 records, in the report the user wants to request
user must select in the Options tab, “Options” so the output is to an Excel file.
To go to the previous screen you can close the current window or press the ESC key. To log
off EMS you must select:
File -> Log off
6.1.1 SEARCH BY MERCHANT

To search by “merchant” (9 digits mandatory) enter the Merchant number and click on the
“Search Results” button.
In this way you get the information related to that Merchant with the history of the Service
Request for that merchant.
CONFIDENCIAL
To search for a Merchant using other data related to the Merchant you can click on the
existing arrow on the right side of the field “Merchant Code”
As a result we get a filtered page of Merchant Search using another data that identifies the
merchant
- NIF
- Commercial Name
- Zip Code
- Name
- Province
CONFIDENCIAL
Searching by province and then by Zip Code, you are delimiting our search by merchant.
The search process will be as follows:
- With all the fields in blank clic on the “search” button and it will display
all the merchants.
- In the “Province” field , for example, you can select Malaga and clic the
“search” button”
- In the “Zip Code” field you input the ZC you want and click on the
“Search” button.
Select the Merchant we are looking for and click on the Accept button first.
CONFIDENCIAL
Then on the “search result” and you will get the information related to the merchant with the
Service Request related to it.
CONFIDENCIAL
Without filtering the search you get a listing of all existing POS in the Data Base.
Any report you obtain, you can import it to Excel via the menu icon for direct access to the
relevant conversion.
At this moment the Word and Send buttons are inactive.
Since the maximum length of the reports is 1.000 registers, it is recommended to previously
filter the request.
CONFIDENCIAL
6.1.2 SEARCH BY POS
When searching by POS (11 digits mandatory) you can type in the POS serial number and
click on the Search Results.
In this way we get all the information related to this POS with the historical of Service
Requests.
CONFIDENCIAL
To search for a POS with other data related to it, you can click on the existing arrow on the
right side of the POS field.
As a result we get a filtered page of research for a merchant by other data identifying it:
- Serial Number
- Description
- Model
- Province
For example, if you search by “Description” you can delimited the search for the POS.
CONFIDENCIAL
Select the Pos, click on “Accept” button and then click the “Search Result” to obtain the
information related to the POS with the Service Request related to it.
Any report you obtain, you can import it to Excel via the menu icon for direct access to the
relevant conversion.
Since the maximum length of the reports is 1000 registers, it is recommended to previously
filter the request
CONFIDENCIAL
6.1.3 SEARCH BY SERVICE REQUEST
Searching by “Service Request” (13 digits mandatory) you can type in the number of the
Service Request and click on the Search Result button.
In this way you get the information related to the Merchant/POS related to the Service
Request selected with the history of the Service Request related to that POS/Merchant.
CONFIDENCIAL
To search a Service Request using other data related to the request, you can click on the
existing arrow on the right side of the “Service Request” field.
As result, you get a filtered search page of a Service Request by other identifying data:
- Nº de Intervención (nº asociado a PS por EMS)
- Zip Code
- City
- Province
- Merchant
- Request Date
CONFIDENCIAL
Searching by Province and then by Zip Code, for example, you are delimiting the Merchant
search.
Select the desired “Service Request”, click the “Accept” button and click the “Search Result”
to get the information related to the Service Request related to the Merchant/POS with the
Service Order related to that POS.
CONFIDENCIAL
Any report you obtain, you can import into an Excel file via the icon for direct access on the
toolbar.
Since the maximum length of the reports is 1.000 registers, it is recommended to previously
filter the request.
CONFIDENCIAL
6.2 HOW TO OPEN A POS INCIDENT?
In the “Search” field, type in the Merchant Number or the Serial Number related to the failing
POS.
For example, select and type in the Merchant Number and click on the “Search Results”
button, to obtain the information related to that Merchan.
CONFIDENCIAL
Review the POS Terminal Listing in order to create an Incident in one of those terminals
(serial number) in which the status of the service is ACTIVE.
When the POS is in INACTIVE status, do not proceed to open an incident.
The inactive status means that the Terminal has been terminated by the bank’s request but
is possibly still in the bank.
Before open an Incident, verify the Merchant address and update it in the system. In order to
do it, select the “Merchant View” button.
Click on it to display a form where you introduce the new address provided by the customer.
Once done, you click in the <INTRO> key and <ESC> key.
CONFIDENCIAL
Select the “Create Order” button.
And it will display the following Form:
• Fill out “type of Service” with “Incident”

• The “Family Service Code” will fill out automatically with the “AVA” Information (this
form will fill out automatically when typing “Type of Service” with “Incident”)
Then, fill out the following data:
• “Service product Number” (if the Merchant has more than one POS to select the
failing POS to open the Incident)
• “Defect Area Code”
CONFIDENCIAL
• “Symptom Code” and
• “Comment”
• “Comment”
• “Service Product Number”: Select the failing POS number to open the Incident and
click on the Accept button.
The “Serial number” and “Description” fields will fill out automatically
CONFIDENCIAL
The next step is to fill out the “Defect Area Code”.
And will display a menu with the following options:
CONFIDENCIAL
Select the best option according to the reported problem and click on the “Accept” button.
Then fill out the “Symptom Code”.
This will display the drop-down menu where you must select the better option according to
the reported Incident.
CONFIDENCIAL
Click the “Accept” Button and will appear the next form:
Now select the “Comment” button and fill it out according the customer report:
CONFIDENCIAL
IMPORTANT: to exit that window to click on the “ESC” key.
Now, the CAU personnel should fill out a cuestionary regarding the type and
model of the damaged POS to proceed with the remote assistance.
When CAU can not fix it in a remote way, proceeds to assign the Incident to the
INSTALLER, that is called “Incident Assignment to the I+M Provider”.
6.2.1 INCIDENT ASSIGNAMENT TO THE I+M PROVIDER

To assign the incident to the I+M Provider, fill out the form with the following data:
• “Service Product Number”

• “Defect Area Code”
• “Symptom Code” and
• “Comment”
Then select the “ASIGN” button.
CONFIDENCIAL
Then will appear a Form. Fill out the Resource Number.
Now select the installer (“POAS” for Spain and the Local I+M provider for abroad) and click
the “Accept” button.
CONFIDENCIAL
Next, will appear the Form with the Installer Code form (“POAS” or Local Provider)
And finally to complete the assignment you click on the “Apply” button.
After completing this action the system will generate a file associated to that service
order that is saved in the directory: C:\Navision\Work Sheet
CONFIDENCIAL
And will be the type: “POASyymmddhhmm”
This file must be summitted to POAS manually following the instructions below:
for: autotbv@poas.net (If POAS is the I+M provider)

For: xxxxxxxxxxxxxxxx (if there is other I+M abroad provider)
CC: TE_operacionestpv@Telefonica, Maria Victoria
Garcia Garvi/UT01289/CRC
EMPRESAS/TSM@Telefonica, TE_COGPEBBVA@Telefonica, TE_Pago Electronico@Telefonica
REF: TELEFONICA SERVICE REQUEST
When seleccting the “Apply” button it will display the next form, where you have to select
“Complete Access”
You have to click on “Accept” to generate the form above mentioned in the directory
C:\Navision\WorkSheet
6.2.2 REMOTE INCIDENT CLOSING
If the remote resolution is successful, the CAU staff should proceed to close of the Incident,
for which they have to select the field “Resolution Code” the typ of solution performed.
CONFIDENCIAL
Select one of the 5 first types of resolution of the Incident:
Select the “Accept” button
Select the “Defect Area Code”
CONFIDENCIAL
Now select one of the 6 types of incident:
Select the “Accept” button
Fill out the “Symptom Code” field.
CONFIDENCIAL
Select the code that fits to the identify problem.
Select the “Accept” button.
CONFIDENCIAL
Now close the Incident by selecting the “Close” butto.
Click on the “Apply” button.
6.3 ORDERS SEARCH

The “Order Search” menu brings you the ability to search by filtering parameters:
- Type of Service (Incident)

- Order Status
- Filter Nº (OT Nº)
- Filter ZP(zip code)
- Filter Province
- Filter Reopening (currently DOES NOT apply for Incidents)
- Filter Cancellation (currently DOES NOT apply for Incidents)
- Response Date
- Request Date
- Closing Date
- Campaign
CONFIDENCIAL
Any report you get you can convert it into and Excel through the icon on the menu of direct
access tab the relevant conversion.
At this moment, the Word and Send buttons are not active.
The maximum length of the reports is 1.000 files and it is highly recommended to previously
filter.
To set a date interval in the DATE FILTERS first you have to separate both dates with two
points (example 06/09/10..07/09/10)
CONFIDENCIAL
To import an Excel Report bigger than 1000 records, in the Report Request select in the
Options tab, “Options” so the output is to an Excel file.
To go to the previous screen you can close the current window or press the ESC key.
CONFIDENCIAL

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EMS MANUAL

2 WHAT IS EMS? .................................................................................................................... 4

3 HOW TO ACCESS TO EMS ? ............................................................................................ 5

4 HOW TO LOG OFF FROM EMS ? ....................................................................................10

5 HOW TO TRANSFER INFORMATION TO THE INSTALLER?...................................... 11

6 FUNCIONALLITY OF THE CAU USER ............................................................................14

 Navision is a BPM tool which allows us to:

 Navision allows us also to perform:

 In EMS you can define the access to different profiles:

— OPPPLUS Profile: customer queries.

To access to EMS log in with the selected user profile.

A window will appear for login access application.

Enter the user/password of the selected profile.

Server Name: 40.0.0.9

Select the language and click the button “OK”.

5.1 INCIDENT PROCEDURES

Sequence of the Incidents/Failures:

5.3 REQUIREMENT TO SEND INFORMATION TO I+M

5.3.1 I+M PROVIDER IN SPAIN

The e-mail reference will be:

TELEFONICA SERVICE REQUEST

Regarding the system answer

POAS will send 2 types of e-mail with the subject:

REPORT OF SERVICE REQUEST FROM POAS

INTERVENTIONS RECEIVING BY POAS

5.3.2 I+M PORTUGAL PROVIDER

6.1 SEARCH BY MERCHANTS

File -> Log off

6.1.1 SEARCH BY MERCHANT

At this moment the Word and Send buttons are inactive.

At this moment the Word and Send buttons are inactive.

When the POS is in INACTIVE status, do not proceed to open an incident.

And it will display the following Form:

• Fill out “type of Service” with “Incident”

Then, fill out the following data:

And will display a menu with the following options:

6.2.1 INCIDENT ASSIGNAMENT TO THE I+M PROVIDER

• “Service Product Number”

Then select the “ASIGN” button.

for: autotbv@poas.net (If POAS is the I+M provider)

REF: TELEFONICA SERVICE REQUEST

6.2.2 REMOTE INCIDENT CLOSING

Select the “Accept” button

Select the “Defect Area Code”

Select the “Accept” button

Fill out the “Symptom Code” field.

Select the “Accept” button.

Click on the “Apply” button.

6.3 ORDERS SEARCH

- Type of Service (Incident)

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Navision is a BPM tool which allows us to:

Navision allows us also to perform:

In EMS you can define the access to different profiles: