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XYZ Management Reference Manual
Residential ICOMS
Purpose of The purpose of this procedure is to give the Telephony Technician the ability to
Procedure Login and Navigate through ICOMS to find the following information:
Customer Comments
Customer Features/Services
Customer Information
Network Information
Work Order Information
Date Approved 05-14-01 New Document
X Revised Document
Approved By This document has been approved for Telephony use by:
Joe Smith, Telephony TRAC Manager, AT&T Broadband
Created/ This procedure was created/updated with input from the following AT&T Broadband
Updated By personnel:
Charles Babbage
Ada Lovelace
Departments The following departments may participate in this procedure:
Affected
NNOC Surveillance
NNOC Telephony Tech Support (Tel Tech Support or Tech Support)
NNOC Telephony TRAC (NNOC Tel TRAC or Tel TRAC)
End to End The following End to End Process Model(s) may be affected by this M&P version:
Process Model
Affected Model Affected Processes Numbers
x Baseline (Fremont)
x Release 1
x Release 2
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Table of Contents The following topics will be covered throughout this document:
TOPICS PAGE
Accessing Customer Comments 23
Accessing Customer Equipment 22
Accessing Customer Features 14
Accessing Customer Telephones 15-16
Accessing Network Information 20
Accessing Work Order Information 17-18
Basic Navigation 3
Connecting to ICOMS 9
Creating an ICOMS Shortcut 8
Locating a Customer 11-13
Logging In to the 5250 Terminal 4-5
Logging Out of ICOMS 24
Logging Out of the “5250 Terminal” 24
Printing Work Orders 19
Setting up the Connection Profile for ICOMS 6
Signing On to ICOMS 9
Figures The following “Screen Prints” are shown in this document.
Figure # Displays
1 Path for Logging In to the “5250 Terminal”
2 “5250 Terminal” desktop
3 “TN5250 ICOMS” added to the “Connection Profile”
Within ICOMS
4 ICOMS Sign On screen
5 Customer Management System Master Menu
6 Operator Main Menu
7 Customer Search
8 Customer Services
9 Customer Telephones
10 Customer Work Order Display Selection
11 House Maintenance
12 Customer Equipment
13 Customer Comments
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Basic The following table shows the keys used to navigate in ICOMS.
Navigation
Key Function
[Tab] Moves Cursor forward 1 Field
[Shift] + [Tab] Moves Cursor backward 1 Field
[Shift] + [Enter] or Moves Cursor down 1 Field
down arrow
[F2] Moves Cursor to the @CM Field
[F3] Takes you back 1 Screen
[F4] Shows Command Options from @CM and Search Fields
[F5] Refreshes any screen
[F17] ( [Shift] + [F5] ) Subset Screen from Work with w/orders Screen
[F23] ( [Shift] + [F11] ) Shows More Options from the Customer Telephones
Screen
+ (Field Exit) Deletes an Entire Field and moves Cursor to the next Field
[Pause Break] Unlocks Cursor
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Logging In to Complete the following to Log In to the “5250 Terminal.”
the 5250
Terminal Note: Figure 1 shows an example of the path for Logging In to the 5250
Terminal.
Figure 1 Shows an example of the path for Logging In to the 5250 Terminal
Step Action
1 Determine whether a “5250 Terminal” shortcut appears on the desktop.
If “Yes”: Double-click the shortcut and proceed to “Connecting to
ICOMS” located on Page 8.
If “No”: Proceed to Step 2.
2 Click “Start” located on the Windows desktop.
Select “Chameleon HostLink 97” from the drop-down menu.
Select “Chameleon Host Access” from the drop-down menu.
Select “5250 Terminal” from the drop-down menu.
Result: The “5250 Terminal” desktop appears as shown in Figure 2.
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Figure 2 Shows an example of the “5250 Terminal” desktop.
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Setting up the Complete the following to set up the Connection Profile for the appropriate ICOMS
Connection version within the “5250 Terminal.”
Profile for
ICOMS
Step Action
1 Click “Settings” on the “5250 Terminal” toolbar.
Select “Connection Profile” from the drop-down menu.
2 Use the following table to populate the “Description” and “Host” fields for
the correct version of ICOMS:
If… Type the following in Type the following in
the “Description” the “Host” Field…
Field…
Residential ICOMS – Residential 155.90.11.49
Eastern & East
Mountain
Residential ICOMS – Residential 155.90.11.65
Central and West
West
Click “Add.”
Result: “TN5250 <Appropriate Description>” is added to the
“Connection Profile” field as shown in Figure 3.
Click “Close.”
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Figure 3 Shows “TN5250 ICOMS” added to the “Connection Profile.”
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Creating an Complete the following to create an ICOMS shortcut on the Windows desktop.
ICOMS Shortcut
Step Action
1 Minimize the “5250 Terminal” window and complete the following:
Double-click the “Chameleon Hostlink 97” folder on the desktop.
Double-click the “Chameleon Host Access” folder.
Right-click on “5250 Terminal.”
Select “Create Shortcut” from the drop-down menu.
Drag the created shortcut to the Windows desktop.
Close the “Chameleon Host Access” window.
Result: “5250 Terminal (2)” shortcut appears on the desktop.
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Connecting to Complete the following to connect to ICOMS through the “5250 Terminal.”
ICOMS
Step Action
1 Click “Connect” on the “5250 Terminal” toolbar.
Highlight the <appropriate Residential ICOMS Region> within the
“Connection Profile” field.
Click “OK.”
Result: The ICOMS “Sign On ” Screen appears as shown in Figure 4.
Figure 4 Shows an example of the ICOMS Sign On Screen.
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Signing On to Complete the following to Sign On to ICOMS.
ICOMS
Step Action
1 Within the “User” field, type: <User Name>.
Within the “Password” field, type: <Password> in lower case.
Press [Enter].
Result: “Sign-on Information” screen appears.
Press [Enter] again.
Result: “Customer Management System Master Menu” appears as
shown in Figure 5.
If this is the first time the login has been used, you will be prompted to
reset the password. Passwords must be 6-10 characters. One
character must be a digit, but it cannot be the first character in the
password.
Example Password: avsroy1
Note: The cursor can be enlarged by completing the following:
- Click “Settings” on the “5250 Terminal” toolbar.
- Select “Preferences” from the drop-down menu.
- Click the “Block” radio button under “Cursor Type.”
- Click “OK.”
Result: Cursor is now in “block” form and is easier to see.
Figure 5 Shows an example of the “Customer Management System Master Menu” screen.
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Locating a Complete the following to locate a customer in ICOMS.
Customer
Step Action
1 With the “Customer Management System Master Menu” open, complete
the following:
Within the “Enter Option” field:
Type 1.
Press [Enter].
Result: “Operator Main Menu” screen appears as shown in Figure 6.
Within the “Enter Option” field:
Type 1.
Press [Enter].
Result: “Customer Search” screen appears as shown in Figure 7.
Figure 6 Shows an example of the “Operator Main Menu” screen.
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Locating a Customer (continued)
Figure 7 Shows an example of the “Customer Search” screen.
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Locating a Customer (continued)
Step Action
2 Complete the following within the “Customer Search” screen:
Use the [Tab] key to reach the “Search By” field (1 stroke).
Within the “Search By” field, enter one of the following:
Type H to search by Home Phone #.
Or
Type N to search by Name.
Note: You can press [F4] at almost anytime in order to access
the “Select Function” option, which offers options within that field.
3 [Tab] to the “1st purple line” and type one of the following:
<Home TN> (with no dashes or spaces)
Or
<Customer Name> (last name, first name)
Press [Enter].
Result: Customer’s name will appear below the Account Number field in
the upper left-hand corner of the screen. Make sure to verify the
name is the correct, as ICOMS will display the next “possible”
account if the entered telephone number or name is “not found.”
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Accessing Complete the following to access the features on customer’s account, installation
Customer date of each of the features, and the customer’s address and account number.
Features
Step Action
1 Navigate to the “@CM” field and complete the following:
Type CS in the “CM” field next to the appropriate customer.
Press [Enter].
Result: “Customer Services” screen appears as shown in Figure 8.
Note: You can press [F4] at almost anytime in order to access
the “Select Function” option, which offers options within that
field.
Arrow down to the <appropriate Service Description> and press [F4]
for more options.
If “More” appears in the bottom right-hand corner of the screen, press
[Page Down] to view the remaining features.
Note: Reference Customer Feature Codes in ICOMS – Hartford
Residential (JA172) for translation on the feature codes.
Figure 8 Shows an example of the “Customer Services” screen.
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Accessing the Complete the following to access information on additional phone lines, features for
Customer each phone line, which lines are ported numbers. PIC freeze information, network
Telephones path information, PIC and LPIC, distinctive ringing on account and account status.
screen
Step Action
1 Press F2 to navigate to the @CM field on any screen and complete the
following:
Type T2 in the “@CM” field.
Result: “Customer Telephones” screen appears as shown in Figure 9.
Figure 9 Shows an Example of the “Customer Telephones” screen.
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Customer Telephones (continued)
Step Action
2 The following information can be gathered from the first page of the
Telephone screen:
Account number
All Telephone Numbers
Status:
PI = Pending Install.
AC = Active Customer.
CT = change Telephone
DI = Disconnect.
PD = Pending Disconnect.
Ported Number: If there is an “L” in the “Port I/O” field, it is a ported
number.
Distinctive Ring
Occur #1 is always the main number.
3 Complete the following within the “Customer Telephones Screen”:
Use the “arrow” key to navigate to the field under the question mark
next to the desired phone number.
Type the <appropriate option> in the field to the left of the work
order.
Press [Enter].
Note: The following table shows the available options:
Entry… Information Displayed…
V Features for each individual line and the Status for each
feature.
E PIC and LPIC change and freeze information.
N Shows all Network information including the Switch ID.
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Accessing Work Complete the following to access Work Order Information.
Order
Information
Step Action
1 Navigate to the “@CM” field and complete the following:
Type WD in the “@CM” field.
Result: “Customer Work Order Display Selection” screen appears as
shown in Figure 10.
Figure 10 Shows an example of the “Customer Work Order Display Selection” screen.
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Accessing Work Order Information (continued)
Step Action
2 Complete the following within the “Customer Work Order Display Selection”:
Use the “arrow” key to navigate to the desired work order.
Type the <appropriate option> in the field to the left of the work order.
Press [Enter].
Note: The following table shows the available options:
Entry… Information Displayed…
1 “Work Order Display” = General Work Order Information
5 “W/O Telephone Detail Display” = W/O Completion Date
P “Work with w/order profile activities” = TN Queues
Note: Use the options in “blue” for further options in
viewing the queues.
W “Work Order Comments Maintenance” = Comments
made on the Work Order
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Printing Work Complete the following to print any portion of the “Work Order Display” screen.
Orders
Step Action
1 Access the “Work Order Display” screen that you want printed and then
complete the following:
Click “File” on the “5250 Terminal” toolbar.
Select “Print” from the drop-down menu.
Result: A “Print” window appears if a printer is installed on the PC. If a
printer is not installed, you will need to setup the printer prior to
printing the work order.
Type <number of copies> desired in the “Number of copies” field.
Click “OK.”
Press [Page Down] to retrieve each page of the display (if appropriate).
Repeat the first 4 bullet items for each page.
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Accessing Complete the following to view Network Information.
Network
Information
Step Action
1 Navigate to the “@CM” field and complete the following:
Type HM in the “@CM” field.
Result: “House Maintenance” screen appears as shown in Figure11.
2 Complete the following to access Node Information within the “House
Maintenance” screen:
Press [F11].
3 Complete the following to access NIU Information within the “House
Maintenance” screen:
Press [Shift] + [F8].
Type 5.
Press [Enter].
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Figure 11 Shows an example of the “House Maintenance” screen.
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Accessing Complete the following to access the customer equipment information:
Customer
Equipment
Step Action
1 Navigate to the “@CM” field and complete the following:
Type CE in the “CM” field.
Result: “Customer Equipment” screen appears as shown in Figure 12.
Figure 12 Shows an example of the “Customer Equipment” screen.
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Accessing Complete the following to view Customer Comments.
Customer
Comments
Step Action
1 Navigate to the “@CM” field and complete the following:
Type CC in the “@CM” field.
Result: “Customer Comments” screen appears as shown in Figure 13.
Figure 13 Shows an example of the “Customer Comments” screen.
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Logging Out of Complete the following to Log Out of ICOMS.
ICOMS
Step Action
1 Press [F3] to back the screen to the “Operator Main Menu.”
Type 90.
Press [Enter].
Result: ICOMS “Sign On” Screen appears.
Logging Out of the Complete the following to Log Out of the “5250 Terminal”.
“5250 Terminal”
Step Action
1 Click “File” on the “5250 Terminal” toolbar.
Select “Exit” from the drop-down menu.
Result: “5250 Terminal” message appears stating that you are
connected to a host.
Click “Yes.”
Result: ”5250 Terminal” shuts down. <End>
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