1 DIRECTV Connected Home Work Order Training May 5, 2010 V.1

2 DIRECTV Connected Home Introduction –With the launch of Connected Home Multi-Room- Viewing (MRV) product, new Fields and Order Line Items appear on the printed Work Order –These changes are necessary to accommodate the programming and support hardware required to successfully install and activate the Connected Home MRV product –This document explains the new Order components and provides a high-level look at the changes to the printed Work Order

DIRECTV Connected Home Prerequisites –This material is part of the Connected Home Certification course and is intended for users who have successfully completed the Connected Home Installation course

4 Introduction Connected Home Guiding Principles There are five (5) guiding principles to follow when activating and closing Activities with or without MRV Programming 1.Receiver DECA Every SWiM MRV compatible receiver installed (excluding the H24 and HR24 receivers) must include a Receiver DECA 2.Education During every SWiM installation, with MRV Programming or No Programming, the technician must provide MRV product education

5 DIRECTV Connected Home Guiding Principles 3.Broadband DECA Every installation, with Internet, will include a Broadband DECA OLI on the Order 4.Band Stop Filter Every SWiM non-MRV compatible receiver installed must include a Band Stop Filter (BSF) OLI on the Order 5.SWiM Every MRV installation must be SWiM compatible

DIRECTV Connected Home New Order Components There are three new fields that display in the OLI Details screen –Mode: Use this field to identify whether the customer ordered MRV programming. The system displays either basic, programming or noprogramming When the Mode field displays basic the customer did not order HD equipment. However, if the technician installs an H24 or HR24 IRD the system will require you to add the required MRV equipment to all other IRDs on the account.

DIRECTV Connected Home New Fields (Cont’d) –Compatibility: Use this new field to determine if the Account is MRV, SWiM and MPEG4 compatible. The system displays: MRV: programming or noprogramming SWiM: True or blank MPEG-4: True or will not appear in non-MPEG-4 markets The MPEG-4 value is for informational purposes letting you know the local channels are broadcast in high definition in the market area.

DIRECTV Connected Home New Order Components New Fields (Cont’d) –Capability: A Capability field will populate on a printed Work Order with ATSC = True in Local-into- Local markets where the MPEG-4 local channels are not received via the 99  and 103 . The Siebel system will auto-add an AM21 OLI to the Order upon activation of an IRD without a built-in tuner Important Note: Upon activation of a receiver, the Siebel system auto-checks the receiver’s back-end Compatibility and Capability criteria and adds the required additional OLIs.

DIRECTV Connected Home New Order Components New Order Line Items (OLIs) –Every SWiM MRV compatible receiver installed (without a built-in DECA), requires a Receiver DECA. Once an IRD is submitted and closed the Siebel system automatically determines if the receiver is MRV compatible or non-MRV compatible and adds the required RECEVER DECA to the Order. Note: H24 and HR24 IRDs have a built-in DECA. If you install one of these IRDs, a Receiver DECA OLI will not be added. Receiver DECA

DIRECTV Connected Home New Order Components New Order Line Items (OLIs) –For every MRV installation, with Internet, a Broadband DECA OLI displays on the Order. If the customer does not order Internet the new Broadband DECA OLI will not display. Note: The Broadband DECA displayed above will be available summer of If this device is not available in your area, install a Receiver DECA in its place with a power supply at the Router. Broadband DECA Requires a Power Supply

DIRECTV Connected Home New Order Components New Order Line Items (OLIs) –For every IRD Standard or IRD DVR added to the Order, a Band Stop Filter (BSF) OLI displays. –Once an IRD OLI is submitted and closed, the Siebel system determines if the receiver is SWiM and MRV compatible or non-MRV compatible and automatically deletes the unnecessary BSF OLIs depending on the Order scenario. Band Stop Filter

DIRECTV Connected Home New Connected Home Field Values FieldValueDescription Tech Action Taken Value Support Hardware Swap This value is selected by the technician when swapping the Connected Home Support Hardware components on a Service Order. Action Required Value System SwappedThis value is a system generated value used for Orders when the customer upgrades to MRV programming. Category Values  SysAdded  Deleted These category values display when Order Line Items are added or deleted by the system during the IRD activation process.

DIRECTV Connected Home Receivers SWiM Compatible? MRV Compatible? Need DECA?BSF? Standard SD D10No N/A D11No N/A D12YesNoN/AYes Standard Def DVR R15No N/A R16YesNoN/AYes R22Yes No High Definition (HD) H20YesNoN/AYes H21Yes No H23Yes No H24Yes Built-inN/A High Definition DVR HR20Yes No See Note HR21Yes No HR22Yes No HR23Yes No HR 24YYBuilt-inNo Compatible MRV Receivers

Printed Work Orders

New Install #2

Former Install

Wireless Orders Resolution Codes ResolutionTypeGroupMajor Group DECA AddService Connected Home Installation Quality DECA ReplacedService Connected Home Equipment Quality Band Stop Filter AddService Connected Home Installation Quality Band Stop Filter ReplacedService Connected Home Equipment Quality DECA Broadband AddService Connected Home Installation Quality DECA Broadband ReplaceService Connected Home Equipment Quality Triplexer Replace/AddService Connected Home Equipment Quality Power Supply Replace DECAService Connected Home Equipment Quality Cable Replaced EthernetService Connected Home Installation Quality Cable Reattached EthernetService Connected Home Installation Quality Customer Equip Comp/RouterService Customer Issue Configure/Authorize MRVServiceConnected Customer Issue

Escalation Procedures Order Modification Group (OMG) –As a field technician, you will call a DIRECTV specialty group known as Order Modification Group or OMG ( ) to modify Residential Work Orders when necessary. Only call OMG when you are at the customer’s home, pre-activation, and the Work Order needs to be changed.

Escalation Procedures Dispatch –As a field technician you will call Dispatch to assist with work order modifications. You should also call Dispatch to resolve failed order line item errors when activating Orders via your handheld device. Dispatch will create an Internal Service Request (ISR) to request assistance from one of the following groups: Work Order Integrity (WOI). An ISR is created for WOI assistance when a work order modification is needed “post activation,” such as line item add, delete, relocate, or an existing equipment swap from the order. Field Operations System Support (FOSS). An ISR is created for FOSS assistance to ensure all required failed line items on the order are successfully closed.

Assessment Review

Wireless Work Order Assessment 1.What “three” new fields display on the Order for Connected Home? a)Tech Action Taken b)Mode c)MAS Programming d)Capability e)Product Line f)Compatibility

Wireless Work Order Assessment 2.One Band Stop Filter (BSF) is added for every OLI on an Order. –True –False

Wireless Work Order Assessment 3.A Receiver DECA will not be added when an HR24 is Activated. –True –False

Wireless Work Order Assessment 4.What are the new non-serialized OLIs which could appear for a MRV Connected Home Order? a)BS Filter b)IRD HD/DVR COMBO c)Receiver DECA d)KA/KU LNB SWM 3 e)Broadband DECA

Wireless Work Order Assessment 5.Close all serialized OLI FIRST prior to submitting non-serialized OLIs. –True –False

Wireless Work Order Assessment 6.A Capability field will populate on a printed Work Order with ATSC = True in Local-into- Local markets where the MPEG-4 local channels are not received via the 99  and 103 . –True –False

Wireless Work Order Assessment 7.Every MRV new installation will have SWiM compatible Support Hardware OLIs on the Order. –True –False

Wireless Work Order Assessment 8.Why would a BS Filter OLI appear on the Work Order? a)BS filters are required when an IRD is not SWiM compatible. b)BS Filters are included for "Potential" SWiM non-MRV compatible IRDs c)As support hardware for the customer’s internet d)To support a SWiM installation

Wireless Work Order Assessment 9.Which “3” IRDs are SWiM compatible and require a BANDSTOP FILTER. Check all that apply. a)H20 b)R15 c)H21 d)R22 e)D10 f)D11 g)HR24 h)R16 i)D12

Wireless Work Order Assessment 10.A RECEIVER DECA OLI will be added to every MRV Compatible Order? –True –False

Wireless Work Order Assessment 11.If the Mode and Compatibility fields reflect the following on a Printed Work Order, what should the technician do? Check all that apply. a)Educate the customer on MRV Programming b)Be aware the IRDs to be installed are SWiM compatible c)Do not install MRV Support Hardware d)Install MRV Support Hardware

Wireless Work Order Assessment 12.The Siebel system will add or delete non- serialized OLIs based on the type of IRD activated. –True –False

Wireless Work Order Assessment 13.If the Mode, Compatibility and Capability fields reflect the following on a Printed Work Order, what should the technician do? a)Educate the customer on MRV Programming b)Install one AM21 Off Air Antenna for the three IRDs being installed c)Be aware the IRDs to be installed are SWiM compatible d)Do not educate the customer on MRV Programming e)Install one RECEIVER DECA for each MRV Compatible IRD being installed (without a built-in DECA) f)Install an AM21 Off Air Antenna for the IRD-DVR if the IRD does not have the tuner built-in

Wireless Work Order Assessment 14.A BROADBAND DECA OLI appears if the customer chose Internet. –True –False

Wireless Work Order Assessment 15.When a technician has a Service Activity and the customer’s BROADBAND DECA needs to be replaced, the technician will need to add a new BROADBAND DECA OLI to the Order. –True –False