Glossary
The canonical reference for domain vocabulary in the order-processing workflow. Hand-curated, slow-changing (jargon doesn’t churn like procedures do). When a transcript word contradicts an entry here, prefer the glossary.
The SOPs themselves are the live memory of how the process works. This file is the live memory of what the words mean.
Tools and surfaces
Section titled “Tools and surfaces”| Term | Meaning |
|---|---|
| TAAS | Unifi/TM’s portal for submitting telco orders. Always called “TAAS” — nobody expands the acronym. The whole workflow exists to drive this portal at scale. |
| Unifi / TM | Telekom Malaysia’s consumer broadband brand. TAAS is their order-submission portal. This entire project is about processing Unifi orders. |
| Astro | A Malaysian TV-streaming + fibre brand. Relevant here because TR (transfer request) customers are typically switching FROM Astro fibre/broadband TO Unifi. |
| Chrome extension | The custom in-browser tool used to drive the entire workflow against TAAS. Has three main tabs: Key-In, POC, RPOC. Branded internally as “TAAS Submitter”. |
| Key-In tab | First of three tabs in the Chrome extension. Where new records get fetched, sanitized, and submitted. |
| POC tab | Second tab. Processes records whose order-creation has been approved through the official telco platform. |
| RPOC tab | Third tab. Same idea as POC but the approval came back via a comment-reply rather than the official channel. |
| operations.convenient.my | Internal operations portal. Custom-built. Used to look up records, view utility bills, edit address fields. |
| Airtable | Source of truth for records. Sometimes used for manual edits (e.g. filling in VOIP numbers that the portal can’t accept). |
| RustDesk | Remote desktop tool used to connect to the dedicated processing PC (which has three screens for the three tabs). |
| Processing PC | The remote machine where bulk processing is actually run. Three monitors, one per tab. |
| Find Case | Search button in operations.convenient.my. Accepts record ID and other fields; record ID is most reliable. |
| Trouble button | Button on a record in the portal that escalates it for manual follow-up (e.g. submitting “Missing Info” when a bill is incomplete). |
| Pull Unread TR Emails (button) | Button at the bottom of the Key-In tab activity log that pulls/classifies transfer-request emails, updates Airtable, and marks them read. Single click. Easy to forget. Refer to it in SOPs as just “Pull Unread TR Emails” — do NOT include the full descriptor suffix (“classify, update Airtable, mark read”). |
| Copy Unusual TSV (button) | Button in the Key-In tab that copies all flagged-as-unusual records as tab-separated values for review in a sheet. |
| Fetch Records (button) | Downloads records that are ready to submit, or refreshes the view after fixes. |
| Bulk Processing (button) | Runs all selected records through the relevant action for that tab. |
Process concepts
Section titled “Process concepts”| Term | Meaning |
|---|---|
| TR Email | Transfer-request email. A customer switching from one telco to another. Comes in via email; the “Pull Unread TR Emails” button classifies them. |
| TR (record) | A record of type “transfer request”. Requires a VOIP number to process. |
| VOIP number | The phone-line identifier needed to process a TR record. Extracted from the customer’s existing utility bill. On Celcom DigiFiber bills this may just be the mobile number at the top — there is no separate fiber number. |
| Demand | When you key in a record but the address isn’t yet in the telco’s system, the system creates “demand” — basically a request saying “please add this address”. Demand may later get approved as POC or RPOC. |
| POC | ”Proceed with order creation” — the telco has approved your demand through the official platform. Process this in the POC tab. |
| RPOC | Same outcome as POC, but the approval came back as a reply to a comment instead of through the official channel. Process in the RPOC tab. Account-locked: a POC/RPOC approval is tied to the account it was keyed under — order must be created on the same account. |
| TAC | Time-based authorisation code. The OTP the system uses to log into the telco platform; pulled from Gmail automatically. Subject to back-to-back rate limiting. |
| Demand creation vs order creation | Key-In tab can do either: process the order immediately (address already in system) or just create demand (please-add-this-address). POC/RPOC tabs only do order creation, after demand has been approved. |
| Trippy mode | Colloquial: running Login + Fetch + Bulk Processing on all three tabs concurrently across the three screens. Looks chaotic but is the fastest way through. |
| False flag | A record the system marked as unusual that doesn’t actually need fixing (e.g. “plot 897” misread as a missing unit number). Leave them alone — do not chase every one. |
| Meter number | Identifier on a utility bill, preferred as the unit-number replacement when the address has no unit number. Common on Sabah-style bills. |
| Astro bill | A bill from Astro (TV/fibre provider) that the customer attaches to a TR application. Does NOT include a meter number — fall back to using the customer’s name as the unit-number replacement. |
| Winback VOIP | Internal field/flag on a record indicating a “winback” scenario — a customer being won back from a competitor. Tied to the VOIP-number requirement on TR records. (If a transcript says “greenback view IP” or similar, it’s a Groq mishear of “Winback VOIP”.) |
Transcript corrections (Groq whisper-large-v3 misreads)
Section titled “Transcript corrections (Groq whisper-large-v3 misreads)”Watch for these — when Groq returns the left value, treat as the right value.
| Heard | Actually |
|---|---|
| TRE mails / TRE emails | TR Emails |
| VIP number / Voyo IP / Vue IP / Voo IP | VOIP number |
| RPOC sometimes heard as “R-POC”, “are POC”, “art POC” | RPOC |
| TAAS heard as “tass” | TAAS (it’s the literal portal name — don’t expand) |
| “Trippy mode” — sometimes heard literally as “trip mode”, “tripping mode” | Trippy mode (it really is the term) |
| Malay-language phrases mid-paragraph | Groq language-detection bug — the speaker is in English the whole way through; treat Malay output as a Groq mishear and re-read context |
| sub-ass / sub-as | Sabah (Malaysian state — Sabah-style addresses often lack unit numbers) |
| KEDA | Kedah (Malaysian state) |
| Astral / Astral bill | Astro / Astro bill (TV + fibre provider) |
| greenback view IP / green-flagged VOIP / similar | Winback VOIP |
Unresolved Groq mishears
Section titled “Unresolved Groq mishears”These came up in transcripts but the actual meaning is still unknown. If you see them, flag rather than guess.
- “FlagStr” — appears in Part 1 ~01:26 in context with Winback VOIP. May be an internal field name or a Groq mishear; not yet pinned down. Treat as unknown when it shows up.