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CellRam Repair User Instructions
What is
CellRam?
- * CellRam performs many web functions
required to process ASC claims and shipments. With a
minimal amount of data, CellRam will automatically
perform Account lookup, iDEN Unit Search, Negative File
Check, and Repair History searches on IMEI, SIM, and/or PTN in just seconds! These functions are also performed for CDMA and Hybrid hardware.
- * During these procedures, data is
extracted for display in the CellRam Action Menu. Data is
also used to populate fields in automatic submission
procedures and is stored in Spreadsheet
Reports.
- * CellRam will assist users in making
decisions about required procedures based on the customer
and hardware data. CellRam looks at ESRP status, Account
Status, Warranty Expiration date, and repair history to
control available functions and help steer users in the
proper direction.
* eticket login and hardware/account search procedures are also
automated.
* CellRam also performs automated submission procedures. (see below)
* Past voucher claim history is extracted. Click the blue View Claim
button and see a list of past claims and how many days old they
are.. Select a claim and click OK and CellRam will display the
selected claim.
THE MOST IMPORTANT FUNCTION IN CELLRAM, IS THE AUTOMATIC
CAPTURE OF CUSTOMER DATA. THE WIZARD WILL INCLUDE THESE REPAIR
CUSTOMERS IN REBATE TRACKING FUNCTIONS.
Using CellRam will dramatically
Increase the size of your customer database and therefore, the
quantity of customers in the upgrade eligibility lists that the
Marketing Wizard generates. .
Color Keyed
Buttons
Function
buttons in the CellRam Action Menu are color keyed based on
their function as follows:
- * Black buttons perform individual
web ASC procedures. Normally you will use the large
Button at the TOP of the window. This will automatically
perform all required functions to prepare for voucher
submission (and other submission procedures).
* Green buttons perform submission functions.
* Purple buttons perform automated web site Login procedures. Use
these function to display the main or index page of the site named
in the button.
* The Main Menu button is Blue. This will display the Main
Menu where you will find Reporting, Customer Callback,
Networking, Upgrade, and other settings and functions.
NOTE: Upgrades run automatically the first time you start
CellRam each day.
* Red buttons are for setup procedures.
* We have also colored the Negative File Check results
field. If all is well, it will be Green. If the unit is
in the negative file – it will turn red.
* The Voucher Claim History field will turn red if a claim is found
that was posted within the last 30 days. As explained above, click
the blue 'View Claim' button to have CellRam display past claims.
Put
CellRam to work Now!
- CellRam is simple to use. If
procedures fail to function as expected, be sure to
complete Setup Procedures and test the login data you
entered using the “Test” buttons in the Setup
Menu. The most common issues users have is entering
incorrect login ID’s and passwords. They are all
CASE sensitive. We have added the Test buttons to ease
the process. Please see Setup instructions at the end of
this document or call our support line @ 508-888-3764 for
a quick resolution of any issues.
Start
Here:
Grab a voucher to submit or one you
have already submitted.
Make sure the
“AutoMode” check box is checked.
- 1. Type the PTN – The
cursor will advance to the SIM field automatically.
2. Type the SIM – The cursor will advance to
the IMEI field automatically. (if unit is a CDMA device,
click top button now)
3. Type the IMEI –CellRam will automatically
perform all pre-submit functions for you!
When all web work is
complete, CellRam will display a dialog asking for
additional information, this includes the:
- Request Name - Type the person that
brought the phone to you.
Customer Complaint – Type the problem with the phone
and any additional comments.
Agent Name - Select your name
Entry into these
fields is NOT required at this time.
Press Enter or Click
Continue when done and CellRam will print a Repair Ticket
and display web procedure display results. (see below for
repair ticket info)
CellRam
Action Menu Results
There are three data areas in the
CellRam Action Menu. This section explains the results from
the web procedures performed.
- Account Search Section – Data
from the customer account is extracted and displayed in
fields. To the right, you will see the Units on the
account, the contract End Date and Upgrade Restriction
information. In the white field with the heading
“Payee” – you will see who should pay you
for the repair. If the Customer has ESPR AND their
account is in Good Standing this field will display
“Service Plan.” If there is no ESRP or the
account in NOT in Good Standing, this field will display
“Customer”
Unit Search Section –CellRam
can perform a Unit Search with the IMEI or the Serial
Number. The other will be returned. If you enter both,
the pair match will be verified. In addition, CellRam
will extract the Warrantee Expiration date, the Model
Number, and if there is an automatic payment from
Motorola for a flash or repair, the Reimburse field will
display “Yes.” To the right in this section you
will see the results of the Negative File Check. Results
will appear in Green if all is well and Red if the unit
is in the Negative list.
Repair / Voucher Section – A
search is performed on NASC for past repairs on BOTH the
SIM and IMEI. The History Field will display the results.
If repairs are found, CellRam will display claim numbers
and calculate days old. If a repair is less than 31 days
old, Voucher Submission systems will automatically
default to NON-ESRP for the New Voucher site and
Non-Voucher for the old voucher site. The Category field
displays the popup claim type options used for
submission. This popup list changes automatically based
on the site you are using and search results. For voucher
and other submission procedures, see below.
Submit
Voucher
With a single click,
CellRam will generate a new voucher and populate fields.
It’s impossible to make an error – NO
TYPING!
- 1. Select the Claim
Type.
- 2. Type a Comment
- 3. Select your Name from the
Agent Contact List
- 4. Click Submit
Voucher
- 5. In the voucher that appears,
verify your entries and submit the voucher.
Send
Service Express
- With a single click, CellRam will
generate and populate a new Service Express Submission.
If there are existing items to ship, CellRam will ask if
you wish to add the unit to the existing shipment. You
can choose no, close the shipment as you normally would,
and then click Service Express again using CellRam to
create a new shipment and add the unit. If you click yes,
the unit will be added.
Submit to
RR
- Click to add a unit to an RR
shipment. Functions are similar to the Service Express
descriptions above.
RDORA
Submission
- One–Click Automatic RDORA
(Indirect Repair Depot) submission for Blackberries (and
other hardware soon).
ESRP
Request
- Click this button if a NON-ESRP
customer requests that ESRP be added to his
account
Additional
notes and Functions
Boost
Account Detection
- * When CellRam looks up a boost
account, CellRam will display “Boost Prepaid”
in the “Contract End Date” field. Buttons that
should not be used for Boost phones will be invisible to
prevent rejections and errors.
Repair
Search Functions
- * NOTE: NEW voucher site Repair
search systems search by IMEI and SIM, or IMEI and PTN,
or all three. See the Setup menu to set these options
(new voucher site only)
CellRam
Repair Ticket
- * Print Repair tickets without regard
to data collected. This allows you to print a repair
ticket if web sites are down.
- * Additional data has been added to
the ticket along with improved field grouping.
- * Your Company name has been added to
the Repair Ticket.
- * A custom message option is now
available that will automatically be added to the repair
ticket printout. You can add / edit this message as
required. See new “Add / Edit Repair Ticket
Message” button in Setup Menu. This message is
machine specific (set on each computer).
“Auto Mode Lookup
and Data Prompt" Option in Setup further simplifies
procedures.
- * Simply enter PTN, SIM, and IMEI and
CellRam will perform all web procedures. When web
functions are completed, users are prompted the Customer
Name, Customer Complaint, and their agent name. This
additional data will be included on printed Repair
Tickets and is stored in CellRam fields for use during
submissions.
Process
CDMA hardware
- Automatic CDMA detection function
switches to CDMA when you enter a DEC into the SIM field.
The "Auto Net" check box enables this feature. Type the
11th digit of a DEC and CellRam switches to CDMA. Simply
press Enter or click to perform lookup and repair search
functions. Type additional digits into this field and
CellRam switches back to iDEN.
Swap /
Replacement Hardware
- When “Swap” is selected in
the Claim Type field, CellRam will verify that a
“New IMEI” is entered and request it if
required. When the “New IMEI” is entered,
CellRam will verify that the IMEI is not the same as the
old one.
The
"New Serial" number field.
- When you enter a new IMEI (for
replacement/swap), CellRam will automatically obtain the
matching serial number via Unit Search (iDEN only) and
populate this new field with it. This procedure also
verifies the new IMEI is a good one. We have also created
a function that will automatically obtain the new IMEI
from Motorola if you enter a Serial number in the New
Serial field.
New
Voucher Functions
- CellRam version 2 or functions for
both new and old voucher submission systems. See the
“New Voucher System” checkbox in the Setup
Menu. Select this checkbox if you are on the new Voucher
system, clear it if you are still on the old
system.
- * New Voucher Functions populate
additional fields in new vouchers. Along with the normal
fields completed in the past, CellRam will populate the
Claim Type, Manufacturer name, Model Number, and swap
phone information fields if applicable. Simply select the
parts replaced and click submit!
New
Automated System Procedures
There are 3 check boxes
in the CellRam Action Menu. These functions have matching
controls in the Setup Menu. Change one of these options in
Setup Save and CellRam will retain the selected setting. The
check boxes in the Action Menu are one time
switches.
- * The “AutoTab” check box
tells CellRam to advance from PTN, to SIM, to IMEI
automatically. It also enables the multifunction button
so it will perform all 4 web procedures (Lookup, Unit
Search, Repair Search, and Negative File check). This is
similar in function as in previous CellRam versions.
- * The new “AutoMode” check
box enables a new function that performs web procedures
as soon as you finish typing the IMEI (with 2 fields
completed in the lookup section) See the “Auto Mode
Lookup and Data Prompt" option above for more
information.
- * The new “Auto Net” check
box enables CDMA detection and process systems as
explained above.
Try it now
FREE!
Click below for a fully
functions version that runs for weeks - no charge or
obligation!
Call Toll FREE and we will set it up and get it working with
you in just minutes.
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