Comcast Teleworker Order Center
Comcast Teleworker Order Center
Methods and Procedures
Table of Contents
WHAT IS THE COMCAST TELEWORKER ORDER CENTER ..................................................3 NEW TELEWORKER ACCOUNT REGISTRATION .................................................................3
How to reset a Teleworker password in the portal .............................................................3 How to reset Teleworker login ID .....................................................................................3 MY PAGE..............................................................................................................................4 MY PAGE LAYOUT AND FIELDS.................................................................................................4 How to view orders received for a specific month. .............................................................5 How to view orders that are awaiting an install date for a specific month.............................5 How to view orders "in service" for a specific month ..........................................................6 How to view disconnects (pending and completed) for a specific month .............................6 How to view last 10 submissions to Comcast Teleworker Order Center ..............................6 How to view all submissions to Comcast Teleworker Order Center.....................................6 How to view a submission from the My Page ....................................................................6 MY ACCOUNT .......................................................................................................................7 Page Layout: My Account ................................................................................................7 MY PROFILE.........................................................................................................................8 PRE -QUALIFICATION ............................................................................................................9 How to identify if a single location is serviceable ...............................................................9 How to pre-qualify for service then place an order .............................................................9 How to Pre-qualification for service then place an order at a later time ............................. 11 PRE-QUALIFICATION ? MULTIPLE LOCATIONS ................................................................. 13 How to submit a multiple Pre-qualification request .......................................................... 13 How to Pre-qualification for service then place an order at a later time ............................. 14 NEW ORDER: SINGLE ........................................................................................................ 17 SINGLE ORDER ? HOW TO PLACE A SINGLE ORDER ....................................................... 17 Single Order ? How to place a single order ..................................................................... 17 DISCONNECT...................................................................................................................... 20 How to disconnect a single service or multiple services ................................................... 20 REPORTS............................................................................................................................ 21 How to Run a Report using Filters.................................................................................. 22
Comcast Teleworker Order Center
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What is the Comcast Teleworker Order Center
The Comcast Teleworker Order Center is a web-based system designed for customers to manage Teleworker end-user accounts. It provides administrators the ability to:
? pre-qualify end- users for service ? order new service for new end- users ? disconnect end-user services ? report and track on multiple metrics including; orders received, install scheduled, accounts in service and disconnects.
New Teleworker Account Registration
If you need to provide access for additional users to the Comcast Teleworker Order Center Account, please contact your sales representative or Comcast Customer Service at (800) 316-1619.
ID Procedure
Expected Result
How to reset a Teleworker password in the portal
1. On the initial log in page click on the forgot password link
2. Enter login name
3. Enter the hint answer as well as a new password. Confirm the password
Forgot Password page appears
Screen refreshes with the hint question you provided. The password will be reset
How to reset Teleworker login ID
1. Logins can not be reset by an end user. Please call Comcast Customer Service at (800) 316-1619
Comcast Teleworker Order Center
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Comcast Online
My Page
My Page is the `landing page' ? a quick reference for your most recent activity. My Page will help you manage each account by providing cross sections of the accounts, a dashboard to display details of this months order activity (orders in service, disconnects, recent submissions to Teleworker etc). Whether it's a single Pre-qualification or a bulk order, here you are only one click away from reviewing the results.
My Page layout and fields
ID Title My Page
1. User Name 2. Account
Selection 3. Monthly
Summary
4. Last Ten Submissions
Description
? The name of the user who is currently logged into the system
? A list appears of all accounts based on what accts are selected (checked). The metrics that apply to that account appear in the monthly summary dashboard. Unless otherwise noted by a user, all accounts will be selected (checked) to ensure the dashboard provides all details relative to the customer.
? The last three months are shown, with the current month being first
? Each number links to a more detailed summary page ? Orders received: Total number or Comcast Teleworker Order
Center orders received for that month. ? Awaiting install date: These orders have been submitted to
Comcast (by the customer) and have yet to be activated. ? Install scheduled: When the install scheduled to complete ? In Service: Show the total number or orders that have been
installed in the given month. ? Disconnects Pending: Show the total number of disconnects that
are pending. ? Disconnects Complete: The total number of disconnects
completed. MACD ( Moves, Adds, Changes, Disconnects) completed in Clarify
Example: ? If a single order and 2 bulk orders were entered into the portal with
one bulk order including 50 end-users but only 25 were serviceable and the other bulk order had 10 end-users all serviceable. Orders received would show 36 orders. ? Of the 36 orders received installation preferences were given for each order but Comcast has only confirmed 10 of those dates. Therefore Awaiting install would say 26. ? The 10 dates that have been confirmed from the example would be Install scheduled.
1. The last 10 submission activities are listed in chronological order with the most recent date first.
2. The column headers are sort-able. These headers are: ID,
Comcast Teleworker Order Center
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Comcast Online
Allows users to view the last 10 submissions by request type
ID Procedure
Request Type, Date, Status, Count, Serviceable, Successful Orders, End User and Requested By. 3. Request type ?
? Single OrderSingle Pre-qualification ? Multi Location Pre-qualification ? Disconnect 4. Date: is the date request was submitted 5. Status Types: Allows users to view the last 10 submissions in status groupings. ? Single Order: Order Received, Awaiting Install, Install
Scheduled, In Service
? Single Pre-qualification: Processed is the only status ? Multi Location Order: Processed, Unprocessed (awaiting
order to complete processing), Bad Format, Cancelled 6. Count: The number of orders in the request. Single Order and
single prequel will always be 1. Multi Pre-qualification (Multiple addresses that are checked for cable readiness) will be the number of end users in the submission 7. Serviceable: The number of orders in the request that are serviceable. Single Order and single prequel will be 1. Multi Order and Multi Pre-qualification will be the number of end users in the submission that are serviceable. 8. Successful Orders: The number of orders in the request that are serviceable as well as successful. 9. End User: This is the end user who is getting service 10. Requested By: The portal admin who requests and places the order in the portal 11. By selecting all, all submissions will be listed 12. Last 10 is defaulted 13. Clicking on a file link goes to the results file page for that submission
Expected Result
How to view orders received for a specific month.
4. Select My Page under the home tab then select one of more accounts and click refresh
The monthly summary section appears, reflecting only those that apply to the account selected
5. Click on one of the numbers for a specific month.
A list of those orders received is displayed. Only the last 3 months of orders that fit the specified criteria are shown.
How to view orders that are awaiting an install date for a specific month.
2. From My Page select one or more accounts that the user has access to and click refresh
The page refreshes to reveal the monthly summary section reflecting only those that apply to the account selected
3. Click on one of the numbers for a specific month for Awaiting Install
A list of those orders that are awaiting are displayed Note: Only orders from last three months are shown.
Comcast Teleworker Order Center
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Comcast Online
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