InTouch User Guide – Version 2.0

Author: Jeff McCarney

20/02/2012

WHAT IS INTOUCH? ........................................................................ 3

WEB BROWSER ................................................................................ 3

WHAT’S NEW - 2012? ...................................................................... 3 Business Name override ....................................................................................... 3 Filtered By Network .............................................................................................. 3 Performance improvements ................................................................................... 3

KEY FEATURES ................................................................................. 4

Improved user interface ....................................................................................... 4

Parked Jobs .......................................................................................................... 4

Customer Management ........................................................................................ 4

Security Levels ..................................................................................................... 4

Connections Grid .................................................................................................. 4

Base Management ................................................................................................ 4

INTRODUCTION ............................................................................... 5

JOB PROCESSING ............................................................................ 5 Export ................................................................................................................ 5 Search ................................................................................................................ 5 Create new Job (Non Consumer) ............................................................................ 6 Customer Details ................................................................................................. 9 Job Details .......................................................................................................... 9 Contact Details .................................................................................................... 9 Files ................................................................................................................... 9 Credit Check ....................................................................................................... 9 Notes ................................................................................................................. 9 Job History .......................................................................................................... 9 Connections ........................................................................................................ 9 Convert Job ....................................................................................................... 11 Create new Job (Consumer) ................................................................................ 12

CUSTOMER MANAGEMENT ............................................................. 12

BASE MANAGEMENT ...................................................................... 13 Resigns Due ...................................................................................................... 13 MPN Checker ..................................................................................................... 13

What is inTouch?

InTouch is the workflow management system used to process all airtime connection jobs within Daisy

Distribution. This document describes the partner facing, front end of the application that is accessed

via the DPP. InTouch is tightly integrated with our back office systems to provide real time

information on available tariffs, handsets as well as detailed information on your job status.

Web Browser

We strongly recommend that you use Google Chrome or Mozilla Firefox for the optimal user experience

when using inTouch R3. Both are free and can be obtained from the following locations.

http://www.google.com/chrome

http://www.mozilla-europe.org/en/firefox/ - please ensure you download the English (UK) version

What’s New - 2012?

Business Name override

When adding a new customer you can now override the Business Name returned from the lookup

service if it does not match the business currently at the address.

Filtered By Network

Once you have selected your network, only jobs available for that network are available to choose

from.

Performance improvements

We have introduced a number of performance improvements primarily around processing jobs with

large numbers of connections (100+) and adding & editing customer details in the Customer

Management area.

Other

Tariffs available filtered by Lead/Sharer/Single selection

Delete files from parked jobs

Landline Job Type

Key Features

Improved user interface

We have transformed the user interface to improve your user experience. InTouch now provides the

following enhancements to previous versions

A wizard driven interface that guides you through the process of adding jobs.

A Progress Indicator that turns the tabs from red to green as the required information is

added and that stage of the job is completed.

Context sensitive error messages through all stages of adding jobs.

Intelligent validation that ensures you are entering just the information needed for that

specific job type/network/customer type combination.

Parked Jobs

You can now create jobs and park them mid-processing to work on them over a period before

submitting them. InTouch can, therefore, be used as a tool for managing the workflow within your

business and creating a pipeline of your business.

Customer Management

The system now allows you to manage your customer base details. If a customer already exists in

the database, you can simply select the customer when creating new jobs without the need to re-

type all of their details. The ‘Add Notes’ option allows you to record all contact/account information,

which can be viewed by all users with the required access level.

Security Levels

We’ve introduced 3 security levels to assign to your users which will govern their access to the

information held in the system.

Job Processing

Customer Management

Base Management

Security levels reflect the 3 components of the system and a user’s security level is controlled by the

Dealer Principle DPP user account in DPP Admin.

Connections Grid

Get the connection details right before submitting to Daisy Distribution using the flexible data Grid.

For larger numbers of connections, you can use an Excel template to setup your connections then

import into the Grid, validate and submit for processing.

Base Management

We aim to introduce a number of tools that help you manage your connection base. Currently, there

is a ‘Resigns Due’ report that’s displays data based on the business rules by network and also the

ability to view MPN history on your base.

Introduction

InTouch is divided into 3 components and user access to these areas is controlled through assigning

the required permission to the user account in the DPP Admin console:

1. Job Processing

2. Customer Management

3. Base Management

It’s a hierarchal security model so level 3 can also access both levels 1 & 2.

Job Processing

The display on the inTouch Homepage has 3 tabs

Open Jobs – these are jobs that have been submitted to Daisy Distribution and are currently

being worked on by the team at Daisy Distribution.

Completed Jobs – these are jobs that have been completed and closed.

Parked Jobs – these are jobs that have yet to be submitted to Daisy Distribution. There is no

time limit on how long they exist.

To open and review jobs in these sections – simply click once on the required job.

There are a number of filter options available on this screen to group your jobs together – multiple

filters can be applied at the same time to further refine your data. To apply a filter, select the

required option from the drop down boxes then select different the Open Job/Completed Jobs/Parked

Jobs tab to view results in that section.

Figure 1 - Filter Options

Export

You can export these summaries to a CSV file by selecting the Export option at the bottom of the

screen. If you apply a filter beforehand the export will contain the filtered results.

Search

Search through the jobs database by using the search facility at the bottom of the screen. Once you

have entered a search item select each of the 3 tabs to see if any contain a result in that section.

Use the Clear Filter option to remove any applied filters.

Create new Job (Non Consumer)

To launch the Add Job wizard

Select Add Job from the Homepage

Select No to the Business/Consumer prompt (option only available if your account is set up

to allow consumer processing), choose the Network & then select the job type from the

available list

If it is an existing customer, enter any 3 or more consecutive characters of the customer’s

business name or postcode, select from the list displayed & click Go

Alternatively, to add the customer ‘on-the-fly’, select New Customer and enter the

customer’s postcode & click find. InTouch will first check your own customer database to see

if you have any existing customers matching that postcode – to use the existing customer

select them now from the list or click the New Customer button to perform a postcode

lookup. You will now be presented with the result of the postcode lookup search - select the

required business from the lookup & then enter the Business Type. If the lookup service

results have an incorrect business name at the address of your customer, select the correct

address & you will have the option to modify the business name.

On the next screen change the business name if necessary, otherwise click Go to leave the

business name as is. You will then be prompted to select the business type.

After customer selection click Create to launch the wizard. The wizard is split into logical tabs

that all need to be completed to create the job successfully.

Figure 2 - Launching the Add Job wizard

You will now be presented with the Add Job wizard (Figure 3). This comprises a number of tabs that

each contain information required for the job to be processed. The tabs can be Green (Validated &

OK) or Red (Require Attention).

Figure 3 - Add Job Wizard

Navigate through these tabs by either clicking the Next / Previous buttons or by selecting the tab

directly.

Mandatory fields are marked as * and these need to be completed before the tab turns green.

Only when all tabs are green can the job be submitted through to the internal team for processing.

On all tabs, note the Tab Related Messages section at the top of the screen. This is used to provide

help and guidance on that screen including when something has been done incorrectly or missed.

More detailed information can be displayed by selecting Show Validation Messages within the

section.

Figure 4 - Tab Related Messages

Depending on the job type you will be presented with a combination of the following tabs:

Customer Details

Core information on the customer including Name, Registered Office Address, Date of

Formation etc.

Job Details

Standard information about the job including a description field, which can be used to provide

additional information that you would like the internal team to be aware of. On a job that

requires connections, the No. of Connections field is always mandatory. The value entered

here adds the correct number of rows to the grid on the Connections tab.

Contact Details

This tab holds details of contacts within the company. New contacts to the company can be

added ‘on the fly’ but the contact will only be saved back to the Customer Record in your

database if it is selected for the job you are adding.

Files

This tab enables you to add a file to the job – typically, a Purchase Order, proof or other

required documentation. Use the Choose File(s) button and you can add multiple files at the

same time. Files added to the job are displayed and can be viewed from this screen. There is

a 4Mb file size limit to each attachment. You can delete files of Parked jobs.

Credit Check

If the job is a Credit Check this tab is displayed. Highest Tariff requested is always

mandatory.

Notes

Once a job has been submitted, use this area to communicate with the internal team by

adding notes.

Job History

This enables you to view the status change history & accompanying notes added by the

internal team on all ‘Open’ or ‘Parked’ jobs.

Connections

If your job is one that requires connection information you can provide this by entering all the

required details onto the spreadsheet-like Grid. It is important that you complete the fields

from left to right as the list of tariffs presented to you is driven by the fields to the left of it,

along with the Network previously. Mandatory fields are pink in colour and must be completed

before the tab turns green and the job can be submitted.

On cells where this functionality would be helpful, the Connections

Grid provides ‘Drag & drop’ and ‘Copy & Paste’ functionality.

Figure 5 - The Connections Grid

The 2 main ways to add connections are:

1. Manually complete the rows

Select, by double clicking, the cells and complete the required information by either selecting from

the drop down box or typing the data in. It important that you complete the cells from left-to-right

up until the tariff selection as these cells filter down the tariffs in the list so you are only presented

with valid options.

2. Complete the template and uploading it into the grid - this is ideal when adding a larger

number of connections. You must always download the latest template from either the link on

the Connections screen or the Homepage as this will have the latest tariffs and VASs

populating it. When you upload the template it will give you a preview of the data to be

imported – you can either accept and import or cancel and modify the spreadsheet. Even if in

the preview there are invalid selections (highlighted in red) you will be able to import these

and then modify in the grid before submitting.

NOTE:

You MUST have macros enabled in Excel to use the template correctly. Set macro

security to medium (Tools, Macro, Security in Excel 2003). For later versions of Excel

use the Security Centre to manage security settings

Always download the latest template from the site prior to adding connections – this

will ensure that you have the most up-to-date copy. The template can be downloaded

from both the Connections tab and the inTouch Homepage.

If using a later version of excel you must save the template as an Excel 97-2003 (.xls)

file type. This can be done in the ‘Save as Type’ drop down.

To use the Daisy Connection template

Click on the Download XLS Template button & Save or Open the template.

Always select Network first as this drives the tariffs displayed.

Enter all details of your connections into the template & save it.

On the Connections tab select Upload XLS Template & then browse & then select the file.

You will be presented with a preview of the data to be imported so that you can check

everything is correct before importing.

If you need to modify anything select Discard and make changes to template and save it

again, then re-upload it.

Once everything is correct in the preview select Import.

The contents of the template will now populate the Grid.

Click the Save button to save information to the job.

Once all tabs are green on the job then we have the minimum level of information required and you

can click Submit on the job to send through to processing. Progress can then be monitored via the

Open Jobs section on the inTouch Homepage.

Convert Job

InTouch enables you to convert certain types of completed jobs, which saves you having to re-enter

customer details. It links together the 2 jobs so that the original attachments and notes from the

previous job are visible from the new job. The following job conversions are possible

Credit check to New Connection (Credit Check status must be Passed on the Credit Check)

Credit Check to Port (Credit Check status must be Passed on the Credit Check)

Credit Check to Transfer of Ownership

Credit Check to Landline

Banding Check to Upgrade

To convert a job, click on the icon in the Cnv column of the Closed Jobs tab on the Homepage.

Alternatively, you can manage all your ‘convertible’ jobs by clicking on the Convert Jobs button on

the Homepage.

Create new Job (Consumer)

If you need to be able to process consumer jobs please contact Daisy Distribution to request that a

consumer sub account is set up for you. The basic principle is that when you add a new job you

select the consumer account as the business and then add a contact to the job to represent the

consumer customer. Typically you would only have 1 consumer sub-account but there may be

instances where you would require more than one.

Select Add Job from the Homepage

Select Yes to Create Consumer Job

Select Job Type & Network

Select the Consumer sub account you would like add the consumer job to and click create.

This launches the Add Job wizard and you follow this in the manner described above for Non-

Consumer jobs. You need to add a new contact to the job, including address details, to reflect the

consumer details. You then tick the Set as selected Consumer checkbox. You are required to

provide 3 years worth of address history for the customer. If you are raising a job for a consumer

that you have set up previously then you just need to reselect them from the list.

Customer Management

This area provides a database facility that enables you to set-up your customers, register business

addresses and details of contacts within the business all in one place. Then, when you add a new job,

you can simply select the customer at the start of the Add Job wizard. You can also add notes

against the customer to record details of contact & these are stored securely in time/date sequence.

To get full access to Customer Management your DPP user account needs to be set to Customer

Management or Base Management. Once you have Customer Management level or above

permission the Customer Management buttons appear on the Homepage.

Please note – any user with Job Processing access to inTouch can still add notes to a customer but

not change the core information.

Figure 6 - Edit Customer

Base Management

Access to Base Management becomes available once your DPP user account has the appropriate

permissions assigned to it. It is our intention to release a number of additional tools and reports in

the coming months into this area based on partner feedback.

The tools currently available in Base Management are:

Resigns Due

The purpose of this tool is provide you with advanced noticed of connections on your base that are

due for resign. The Homepage will provide you with an indication of how many are due and the link

to enter base management to view further details.

MPN Checker

Enter a mobile phone number here and it will return details of connection events on that number on

your base