Requirements Traceability Matrix Call Center Enhancements to I.D.A.
Design
Build/Development RFC Req? Development Complete? Unit Tested? Accounted for System Tested? in Development?
Testing User Acceptance Tested? Performance Tested? Accounted for in Testing? Approved Exclusions or Comments
Project Requirements
Requirement 1 - CHECK-IN FUNCTIONALITY - I.D.A. must provide rolebased users with Quick Check-In functionality (Closing an order) for iO provisioning overflow calls.
Item Requested?
In Delivered Solution?
In Customization per Accounted for In Custom Interface? GAP analysis? in Design?
A.
Deferred to 2009
Yes
Yes
N/A
Yes
RFC # 0006- To remove the DSL message
B.
C.
Requirement 2 - CLEARTRAN ACCOUNT LOCK ISSUES - When ClearTran is launched as a payment option in the payment screen, I.D.A. must close the payment screen, force the user to close out additional open interactive screens and bring the user back to the 'Interaction Home' page prior to launching ClearTran. Requirement 3 - LINK TO ALL OTHER ACCOUNTS AT CORP/HOUSE I.D.A. must provide the user with a tab that contains links to all other account at that corp/house (active and inactive).
Development
Yes
Yes
N/A
Yes
Development
Yes
Yes
N/A
Yes
D.
Requirement 4 - IGNORE CERTAIN WRAP CODES FOR REPEAT CALLER INDICATOR - The repeat caller indicator logic in I.D.A. must be modified to ignore specific configurable Inbound/Outbound Reason 1, 2 or 3 wrap-up codes when determining repeat caller criteria to eliminate false customer contacts. Requirement 5 - EASTERN TIME ZONE - I.D.A. must default to the Eastern Time zone in the sign on screen.
Development
Yes
Yes
N/A
Yes
E.
Requirement 6 - BOX HIT STANDARDIZATION - The Equipment Overview Page must be revised to present the box hits identically to those presented in the Box Authorization tool in the repair page (with explanation what to use them for). Requirement 7 - BUSINESS RULES FOR TC TASK CODES - A new business rule must be created to automatically add Trouble Call Code 900 (Bz Acct-Priority SLA) as the first code when scheduling a trouble call on all business accounts. The current Business rule that adds the 400 task code when a repeat T/C is set up must be modified to add the 400 task code if the Requirement 8 - EXISTING SVCS. IN PRODUCT NEGOTIATION PAGE I.D.A. must prepopulate the customers existing services as a default when loading the Product Negotiation tab Requirement 9 - LAUNCH OUTAGE BOARD IN CONTEXT - I.D.A. must launch the Outage Board in context (as a new Internet Explorer window) whenever an active account is brought up in the Interaction Home page that has a current outage in their area (census/node). Requirement 10 - LAUNCH iO BLUE PAGE IN CONTEXT - I.D.A. must launch the iO Blue page in context, utilizing the Customer's Account Number.
Development
Yes
Yes
N/A
Yes
RFC# 0004 - to display messaging to user in the
F.
Development
Yes
Yes
N/A
Yes
Pending RFC -to change number of new OV TN's
G.
Development
Yes
Yes
N/A
Yes
H.
Development
Yes
Yes
N/A
Yes
I.
Development RFC# 0003 - To change the wording of req 9.3.2-
J.
Requirement 11 - ADDITIONAL EXIT POINT MILESTONES FROM THE IVR - The memo data screen pop must be modified to to include additional exit milestones from IVR (1) Four Dash Box Hit Successfully Sent & (2) Four Dash Box Hit Attempted).
Development
K.
Development
W.
Data Conversion / History
X.
Security
Y.
Performance
Traceability Matrix.Sample.xls
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