SELF-SERVE MOBILE O2 and Vodafone

SELF-SERVE The following requests can be completed in Self- Serve: Add Bolt On Remove Bolt On Amend Bolt On Tariff Change SIM Change Add Bar Remove Bar

SELF-SERVE Raising a new task: The Self Serve icon is found on the main screen (bottom left), please select Launch:

SELF-SERVE This takes you to your workflow and allows you to create a new task by selecting Create New:

SELF-SERVE This takes you to the next screen with icons for each task type available. To select the task you need to simply click on the icon:

SELF-SERVE After selecting the task type you will be asked to search for the customer and the relevant mobile number(s) note that the actions to search for customers and numbers are the same for each task type. To select the customer, please begin to type the customer name in the Customer Name field, the relevant customer names will be returned and the partner should click on the correct customer name.

SELF-SERVE After the customer has been selected it will show on the screen, you are able to go back and select a different customer if required by typing the new customer into the Customer Name box and selecting, or you can go back to the main tasks page by selecting the Back Button:

SELF-SERVE Once you are happy that the correct customer name is appearing above the white box – please select Next to proceed:

SELF-SERVE The next screen shows all the available numbers on the selected customer account. It also shows various details, such as username and tariff, in order to help you to select the correct number(s). There is also a Filter option available, in order to search or partially search for any data in the lists. To use the filter option, you should begin to type the number, username, tariff or SIM, into the field and the portal will return any numbers matching the data typed:

SELF-SERVE You are then able to select just one number or multiple numbers to proceed by ticking the tick box to the left of the number(s). Once at least one number is ticked the portal will display a Next button which the partner should select to proceed to the next screen:

SELF-SERVE Add Bolt-On Once the number(s) have been selected the following screen will show, displaying the current bolt on details for the selected numbers. Current active bolt ons are displayed in green:

SELF-SERVE To select the new Bolt On the Partner will need to type the bolt on required into the “Enter New VAS” field and then select the bolt on from the list returned. This will place the bolt on into the list in white to denote that this is the new bolt on requested:

SELF-SERVE You can remove this if you change your mind by clicking on the cross next to it. You can select multiple bolt ons to add, you just need to keep typing the bolt ons into the Enter New VAS field and selecting them from the drop down list. Once you are happy that you have selected all the Bolt Ons, select Next to move to the next screen The Next screen shows the details of the request and allows you to add more detail should you want to. To add more detail or inform Zest4 of any update in relation to this task just type in the text box:

SELF-SERVE Remove Bolt-On Remove bolt on works in the same way as Add Bolt-On, the difference being that after the number(s) have been selected the portal will display the current bolt-ons but will only allow you to remove the bolt-ons, there is no option for adding a new one. To request the removal of a bolt on please select the X next to the relevant Bolt-On, this will display in red to denote that this one is to be removed. You are able to select to remove more than one bolt-on in the same request, if required:

SELF-SERVE Selecting Next will display the request for review: Confirm will place this into the workflow for action by Zest4

SELF-SERVE Amend Bolt-on This screen gives the ability to remove a current bolt on and add a new one in the same screen. As before, active bolt ons are displayed in green and to remove simply click the cross next to the bolt on so that it appears in red. To add a new bolt on enter the new VAS in the Enter new VAS field and select the correct bolt on from the drop down. It will appear in white. Once you are happy that the ones you want to remove are red and the ones you want to add are white, click Next view and the confirm to add to the workflow.

SELF-SERVE Tariff Change After selecting your customer and their list of numbers being returned, select those you wish to action a tariff change on. After the number(s) have been selected the following screen is displayed:

SELF-SERVE You are able to request that all the numbers in the list are changed to the same tariff, by typing the requested tariff into the “Input Common Tariff Here” field and selecting it from the drop down. That tariff will then be populated against each of the numbers:

SELF-SERVE Alternatively you can type the tariff(s) into the white tariff fields at the side of the number, and select from the drop down, this will allow you to select different tariffs for each number: Selecting Next will display the requested changes for review and then Confirm will put them into the workflow for processing.

SELF-SERVE SIM Change The SIM Change option will display the selected number(s) and a field in order to input the new SIM number. Note that the existing SIM displayed is as per our billing system records. Please submit the request for review and then Confirm to add this to the workflow for processing.

SELF-SERVE Add Bar Once the partner has selected the correct customer numbers, the following screen is displayed to allow the partner to select bars to be switched on or off: NOTE – on this screen you must apply the SAME bars to each of the numbers selected. If different bars are required then you should request these in separate tasks.

SELF-SERVE Each of the drop down boxes next to the bar has an ON or OFF status. Please select the relevant status accordingly. If nothing has been selected for a bar then this means that it should stay as it is currently. The request below means that mobile numbers and should have a Full BAR and an Outgoing bar placed: Next will display the task details for review and then Confirm will put the task into the workflow for completion. Remove Bar This is exactly the same screen and functionality as Add Bar (above)