Star2Star QA AS (1)
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Transcript of Star2Star QA AS (1)
Quality Assurance
Star2Star Communications
Account Services
by
Paula Dodd Director, Process QA
Margaret Burch, Angel Rodriguez, Sandra
Hernandez, and Mae Isaacson – QA Team
Quality Assurance (QA)
• Quality Assurance (QA) is a systematic process adding detail-oriented support to each order, ensuring a smooth movement through our workflow.
• QA increases customer confidence and Star2Star’s credibility by improving work processes and efficiency.
• SLA 15 – 20 minutes to process new orders by QA team once the order has been received by Order Commencement.
QC –Reseller Information Tab
• Channel Reseller Name• Address• Contact Information• Account Representative
Customer Details
• Customer Type• Order Type• Site Type; Single Site, Multi-Location• Customer / Location Name• Customer Address• Shipping to Customer/Reseller
Basic Configuration Tab
• S2S Partner Services or Reseller• Installation• Configuration • Training• Porting
Comparison Tab
• System Type• StarSystem• StarSIP
• Confirm Partner Services Allocated Charges• Installation• Training• Configuration• Provisioning (Porting)
Quote Tab
• Equipment Compatibility
• Phones
• Switches
• ATAs
• Power Supplies (Volts)
• Software User Licenses
SIP Equipment Check
• No Phones • ATAs
• 232D FAX Only • SPA8000 Voice Only SIP to POTS
• PRI Adaptors• Adtran 908 • Adtran 908e
Order Tracking
• Order Type – New /Add On• Customer Type – New / Existing• Green Dates / Blue Dates• Monthly Service Deposits • SNA Results
• Pass• Fail
Zendesk Ticketing System
• Master Ticket• Customer Name Location• QC link• Billing Link• Reseller Contact Information• Expedite
-Who’s paying the additional shipping• Notes- Please get order out as soon as possible
QA1 Complete
• QA team assigns the Master Ticket to the appropriate Account Service’s Team
• Once a ship ticket is created, the Account Specialist processes the order back to the QA team for QA 2
QA2 Post Shipping
• QC• Service Desk (SD) Shipping Ticket• Portal Check
• Framework• AddOn Manager• E911Configuration• E911 Service Provider• SIP• DealTrack
• Master Ticket
QC Changes
• Confirm QC changes/Updates recorded• Order Tracking Page
• Monthly Service Deposits Paid• Service Sent to Shipping Date Recorded
(SD) Shipping Ticket
• Customer Name and Location Name Match• CR and or SIP Documented in Ticket• Ship Ticket Status
• Open• Accepted• Hold• Shipped
(SD) Shipping Ticket cont.
• Customer Address• Reseller Contact Information
• Email• Phone Number
• QC Link
Portal Check
• Framework• Software
• StarFax Personal• StarScope2• StarChat• StarVideo
• Free Starlets downloads ✔
E911 Service Provider
• Confirm DID is listed with our Service Provider
• DID Check• Address Check• CNAM (Caller ID)
DealTrack
• Circuit (StarBand) Status Check
• PreQual Completed• Circuit Pass• Circuit Ordered• Carrier Installing Circuit• Circuit Installed
Master Ticket
• Child Tickets• Communications Child Ticket• Porting/Number Child Ticket
• Project Porting Ticket• SNA Child Ticket • Circuit (StarBand)Ticket
• SLA 24-48 Hours• QA team processes the order back to AS to prepare the deal for Installation.
QA2 Complete
QA3 Post Install Check
• Updates & Changes• Documentation• Order Tracking
• Install Dates• Zendesk Install• SNA Completion Date
• DealTrack
• FOC• LOAs
• SLA 24-48 Hours• QA processes order back to AS
QA4 Check Post Porting
• Port Complete• Primary DID E911• Temporary DID • Final Review
• Service Desk• Zendesk
• Outstanding Tech Support Issues• SLA 24-48 Hours
• QA4 complete, QA team solves ticket.