This example illustrates a simple voice activation on a new jack.

1. customer submits order via web page
   • reads information on voice activation procedure
   • inputs location
   • input requested voice service
   • inputs account number
   • inputs contact information
   • separate orders must be made for orders across multiple buildings
2. customer receives estimated completion time
3. transaction is queued for a facility analyst
4. customer places marker where jack is to be located
• markers are printed via a web page or placed by consultant
5. contacts receive estimated completion time
6. transaction is queued for a facility analyst
• queue is ordered by ect and priority
• queue is grouped by like jobs and similar locatons
• process manager monitors queue
• missed ects result in notifications to process manager and contacts
7. transaction is accepted by a facility analyst
• contacts receive notification of transaction acceptance, contact information
• jack installation is scheduled automatically with contractor
• CSR notified of new voice activation and jack install schedule
• CSR submits voice order to ICE9
• 5ESS and Field techs scheduled
• CSR notified of schedule changes and updates ICE9 as appropriate
• facility analyst may change schedules as necessary
• requests in similar locations may be consolidated
8. contractor installs and tests jack
• contractor sends monthly bill and testing data to MIT
• CSR reconcile contractor billing with installations performed
9. facility analyst and CSR receives notification after jack installation
10. 5ESS and Field techs activate phone (ongoing interaction with CSR)
11. feedback solicited on transaction close
12. transaction billing info sent to SAP (for jack)

measures recorded:

• time transaction sat in queue
• time to schedule contractor
• time to complete requested jack installation
• time between jack install and voice activation
• jacks installed
• type
• location
• length
• customer satisfaction
• did customer get what they want
• satisfied with staff & contractors
• satisfied with process
• process manager intervention