Using Order Capture and Service Management in the Communications Industry

This chapter provides an overview and discusses how to:

Manage 3G wireless services and SIM.
Manage mobile number portability.
Manage lost and stolen handsets.
Order and manage prepaid services.

Understanding Order Capture and Service Management in the Communications Industry

This section discusses:

3G wireless services and SIM management.
Mobile number portability.
Lost and stolen handsets.
Prepaid services.

3G Wireless Services and SIM Management

To support 3G wireless services and SIM cards, PeopleSoft CRM enables you to:

Model and order 3G Service packages comprised of services, USIM and handsets. Also, you can define the relationship between the services, USIM and the handsets.
Order a new handset to replace an existing handset.
Use Phone Number Management to support 3G wireless services such as voice, data and fax.

This includes the ability to:
- Support selection of reserved number while ordering
- Capture and track external numbers ported-in.
Order pre-provisioned Wireless Service where the USIM and the MSISDN(s) are linked prior to sale.
Order post-provisioned Wireless Service where the USIM and the MSISDN(s) are linked post sale.
Support business processes required to sell and support 3G Wireless Service, including:
- Ability to search customers by phone number on the 360-degree view, as well as the Account and Installed Products components.
- Ability to capture IMEI number for a handset already owned by the customer.
- Ability to swap handsets.
Support bulk order 3G services.
Support future dated orders for 3G services.

See PeopleSoft Enterprise Number Management 9 PeopleBook.

Mobile Number Portability

To support mobile number portability, PeopleSoft CRM enables you to:

Create an order or quote with a port-in phone number.
Prevent duplicate port-in requests.
Cancel an order with port-in.
Capture data for order lines with a port-in for both US and EMEA.
Provide a temporary phone number for an order line with a port-in.

Lost and Stolen Handsets

To support the management of lost and stolen handsets, PeopleSoft CRM enables you to:

Handle a customer report of a lost or stolen handset and capture lost and stolen handset information.
Suspend or disconnect the service for a lost or stolen handset.
Process the replacement handset order with the same service or with a change to the service plan.
Associate the existing service with a customer owned handset
Cross sell or up sell a new handset while processing a Lost/Stolen Handset report.
Reactivate suspended service if the customer finds the handset.

See Working with PeopleSoft Service Management.

Prepaid Services

To support the ordering and management of prepaid 3G Services, PeopleSoft CRM enables you to:

Model and order Prepaid 3G Service packages comprised of services, USIM and handsets.

Also, you can define the relationship between the services, USIM and the handsets. Basically a Prepaid 3G Service is identical and supports the same functionality a normal 3G Services, except the account that is created for the customer is a prepaid account rather than a postpaid account.
Set up recurring payments or one time payments.

The prepaid account payment options can be changed at any time after the service is ordered by accessing the customer's account.
Change the Prepaid Service features. You can Suspend, Resume or Disconnect a Prepaid Service.
Search customer's account or service by phone number on the 360-degree view, as well as the Account and Installed Products components.
Provide support for an unknown prepaid consumer.
Convert a prepaid service to a normal 3G Service.

See Order Capture Delivered Business Processes and Web Services, Understanding Prepaid Accounts for Communication Service Providers.

Common Terms Used in this Chapter

These terms are used throughout this chapter:

3G Wireless Networks (Third generation wireless networks)	Third generation wireless networks. An International Telecommunications Union (ITU) specification for cellular communications technology, also called International Mobile Telecommunications-2000 (IMT-2000).
BPEL (Business Process Execution Language)	Controls process flows similar to CRM Business Projects.
EIR (Equipment Identity Register)	A database that stores list of IMEI numbers.
GSM (Global system for mobile communication)	A globally accepted standard for digital cellular communication.
HLR (Home Location Register)	A database that contains semi-permanent mobile subscriber information for a wireless carriers' entire subscriber base. Stores permanent subscriber data such as service profile, location information and activity status. When an end-user is activated, their permanent data (SIM, IMSI, MSISDN etc.) is entered into the HLR.
IMEI (International Mobile Equipment Identity)	Each GSM mobile phone has a unique identifier. This ID is used to track the phone but not necessarily the subscriber. The IMEI is completely independent of the international mobile subscriber identity (IMSI).
IMSI (International Mobile Subscriber Identity)	The unique identifier for a subscriber. The IMSI is related to the SIM/USIM and is used to uniquely identify a subscriber to the network.
MNP (Mobile Number Portability)	The industry agreed process by which a customer can switch from one network operator to another, within the same country, and take their existing mobile number with them.
MSISDN (Mobile Station International ISDN Number)	Mobile phone number. The MSISDN is the dialable number that callers use to reach a mobile subscriber. Some phones can support multiple MSISDNs, for example, a U.S.-based MSISDN and a Canadian-based MSISDN. Callers dialing either number will reach the subscriber
NPAC (Number Portability Administration Center)	Authority responsible for mobile number porting in the US and Canada.
PAC (Port Authorization Code)	A code used by wireless carriers outside the US to authorize transferring a mobile number from one carrier to another. Its issued by the existing carrier, and required by the new carrier.
Port-In	The term given to the action of signing up for wireless service and using your existing mobile phone number.
SIM (Subscriber Identity Module) or USIM (Universal Subscriber Identity Module)	The device that carries the subscriber information for a set of services owned by a subscriber. A SIM card can be inserted into any GSM phone or device (laptop, blackberry, etc.) to enable the services and billing for that subscriber. Service is not available without an active SIM card. Each SIM is assigned a unique number, which is known as the SIM number or ICCID (integrated circuit card identity).

Understanding 3G Wireless Services and SIM

This section discusses:

3G wireless business processes.
Holds
Service Management actions
Considerations for 3G wireless services

3G Wireless Business Processes

The 3G market drives business process requirements in customer service, order capture, order management, and service management.

The primary areas of functionality are:

Product model

Ability to support a multi-tier hierarchy of services and equipment. Ability to indicate specific services must be ordered through either Postpaid or Prepaid Accounts.

See Understanding Prepaid Accounts for Communication Service Providers.
Number Management

Ability to manage SIM cards, additional number types, and the relationship between service numbers (MSISDN) and SIM card.

See Working with Subscriber Identity Modules (SIM).
Order Capture

Ability to support the ordering scenarios for a set of 3G services, a SIM card and a phone.

See Managing 3G Wireless Services and SIM.
Service Management

Ability to support a n-tier hierarchy between services and equipment

See Working with PeopleSoft Service Management.

Holds

The following holds support orders for the communications industry:

Hold	Description
Phone Number Required	This hold condition ensures that a Service product that requires a Phone Number is assigned a Phone number. This hold cannot be overridden. This is applicable to Order only.
SIM Required	This hold condition ensures that a Service product that requires a SIM is associated to the SIM product.
Ensure Prepaid Order Validation	This hold ensures that the order containing a Prepaid Service is consistent. That means there are no postpaid services on the same order and that Prepaid Service is enabled on the business unit.
Ensure Prepaid Product Validation	This hold ensures that the products on the order are consistent with the account type selected.
Prepaid to Postpaid Conversion Order	This hold only fires if order is a conversion order that is converting a Prepaid account to a Postpaid account. The hold ensures there is enough information on the order to perform the conversion.

The following holds support Service Management transactions for the communications industry:

Hold	Description
New Order Check	A new Order Action cannot be combined with Cancel or Disconnect Action.
Phone Number Check	This Hold condition is to check if a Phone numbers is assigned to the Service.
Action Check	This Hold condition will make sure if the selected Action is applicable to the selected Installed Product based on its status. For example, no Actions are allowed on Installed Products with status ‘Pending Port-In’.
Prepaid Activation Details Validation	This hold ensures that the Activation Details are completed for the Prepaid Service being activated.

See Also

Managing Holds

Service Management Actions

3G Services, lost or stolen features, and prepaid services support the following new Actions in addition to existing actions like Suspend, Disconnect, and Resume.

Action	Description
Activate	The Activate action allows the selected Installed Services to be activated. The Activate BPEL process is invoked to send message to the provisioning or HLR system to activate the services. Activate Service allows you to assign a service phone number if a phone number is not assigned. With Prepaid Services it ensures that the phone and SIM card were purchased and are ready for activation.
Change	This action allows the user to change the attributes, features, and the phone numbers. A port-in request cannot be entered as part of change number. This action is not applicable for disconnected services.
Suspend and Change	This action suspends the selected installed service and changes the service plan. For example, a customer reports a lost phone handset and requests a change in the plan from 1000 Minutes Anytime to 500 Minutes Anytime. Using this action, the CSR can suspend the existing service and change the plan. The new plan will acquire the status of the parent service. Upon submitting the Service Management order, a BPEL process is triggered, which performs the existing activities of Suspend and Change features along with additional steps pertaining to Lost or Stolen.
Change Number	This action tracks the change to the existing phone number of the selected Installed Service. This action is not applicable for disconnected services. Upon submitting the Service Management Order, a BPEL process is triggered, which sends a message to the provisioning system about the change of the phone number. This action is not user-selectable. The action is automatically assigned when a phone number is changed as part of Change or Suspend and Change action. The Change business process handles the activation of the new number, aging the old phone number, and managing the relationship of the old and the new phone number with the SIM card.
New Order	This action adds a new order from Service Management. This supports ordering of new replacement handset for a lost or stolen handset. . This action results in a new order associated to the current Service Management order. The shipping and billing information is entered on the order by navigating to the new order. This action is not user-selectable. This action is automatically added when replacement products are added to Service Management Order.
Charge	This action is used to track penalties or other charges captured through Service Management. A penalty can be incurred by cancelling a service. A new order will be created for this action. This action is not user-selectable.

See Also

Creating Line Actions

Considerations for 3G Wireless Services

Points to consider when implementing 3G wireless services:

Multiple 3G Services can be ordered and price rules can be defined to offer special prices.
Providers operating in multiple countries must have multiple instances of the databases for Number Management.

Understanding Mobile Number Portability

This section discusses:

Generating a Service Management order to control the port-in.
Issuing a PAC.
Canceling an order with a port-in request.
Porting-out a number.

Generating a Service Management Order to Control the Port-In

Submitting an order with a port-in request will generate a Service Management order to control the port-in.

The following steps describe the process to control a port-in:

Submit new order

Create a new order containing a port-in request. This order is submitted.
Confirm porting details

Because the port-in details entered on the order may not be correct, or may not be sufficient to allow the port-in to occur, the system will confirm the details prior to shipping out a free phone, for example. No Service Management order is created yet. The system sends an EIP out to the donor/third party with the porting details and waits for validation. Once the details are validated, the order is submitted.
Create installed products

The installed products and services for this order are created before the Service Management order.
Create Service Management order

The Service Management order is created, copying the customer information from the original order, and using the Installed Product created to enter an action of Port-In Request.
Link Related Actions

When the Service Management order is created, a Related Action link is placed on the original order, to point to the service management order. Additionally, a Related Action link is placed on the Service Management order that points back to the original order.
Submit Service Management order

The system submits the new Service Management order, which fires off the BPEL process to control the porting process, as determined by the Action code entered for the Service Management order.

See Order Capture Delivered Business Processes and Web Services.
Run BPEL Process

The Service Management BPEL process tracks the port-in through these steps:
- Firm order commitment received
- Port date agreed to by both providers
- Port-in complete
Status Updates

After each process, the Service Management order line’s status is updated to reflect the progress of the port-in request. This will aid a CSR in informing the customer of the progress of the port-in. Additionally, the Installed services status is updated to reflect the progress of the port-in. Following the Port-In Complete step, the original order’s port-in line will be updated to Complete status. The Installed service also is updated with the Port In date, once it is agreed upon by the 3rd party.

Issuing a PAC (Port Authorization Code)

A customer who is switching wireless service to a new carrier may require a PAC from their existing carrier to make the switch.

To issue a PAC:

Select the wireless phone service in the customer's installed services.
Select the action of PAC Request for this installed service. There is no charge for this order.

The ability to choose a PAC Request action is controlled by the Actions listed on the product definition.
You can capture a reason for requesting a PAC to help identify why customers are switching carriers. This is optional.
Submit the order.

If there is an outstanding PAC already for this customer’s service, issued within the last 30 days, the Service Management order will be put on hold.
BPEL is launched.

Order submission launches a business process to issue the PAC, and communicate this code to the necessary third party system. This transaction will not go to Billing.

The BPEL process completes these steps:
- PAC Issued: Provided there is no reason to deny the PAC, the PAC is generated. The PAC is three letters, representing the Carrier, and six digits, which uniquely identify the individual port-out request.
  
  The PAC is generated from the Auto Number system. The autonumber type is PACD.
- Installed Product Update: The PAC is valid for 30 days and is logged on the installed product along with the PAC expiration date.
- Correspondence: A written confirmation of a PAC is provided to the customer. We provide a template for a PAC notification enabled for the service management order.

See Order Capture Delivered Business Processes and Web Services.

Canceling an Order with a Port-In Request

The system’s Port-In Cancellation setting established in the business unit setup, and the order line status determine if the port-in request can be cancelled.

Provided the order is in a cancelable status, such as In Fulfillment, the Cancel icon will appear in the order toolbar. The order status is set to Cancelled, and all lines that were not complete or shipped are cancelled. The Maintenance business project is launched to determine if any lines contained a port-in request. Since the initial Port-in requests were created as their own Service Management orders, the background process instantiates a Cancel action on the Service Management order that was created to perform the port-in. The BPEL process that was launched by the original service management order terminates, and a message is sent to a third party indicating that the Port-In request was cancelled.

If the order contains an inventory item such as a phone that has already been shipped, a cancellation will not affect the shipped items. The business unit setting determines whether you can cancel this order once the order has shipped products.

If the wireless service is already active with a temporary number, a cancellation would typically result in an early termination penalty. Cancellations of this type need to be performed through Service Management so the penalty can be applied.

Porting-Out a Number

Once a customer ports-in his phone number to a new carrier, the old service needs to be cancelled. This is a port-out transaction, and is executed automatically based on outside/third party input. The CRM system receives a port-out notification from an external system/third party, which identifies the phone number and customer information that was ported to the new carrier. Upon subscribing to the port-out message, the system creates a Service Management order with an action of Disconnect for the service tied to the customer's ported phone number. A Note record containing the information on the message received is added to the Service Management order. The disconnect order is submitted, and the business project which controls disconnects will fire.

The Service Operation for this portout is RBT_PORTED_NUMBER.

Understanding Lost and Stolen Handsets

This section discusses:

Lost and stolen handsets processing
Business flow
Duplicate reports
Handset identity validation
Handset replacement

Lost and Stolen Handsets Processing

Service Management provides the ability for Communication Service Provider Agents (CSP Agents) to:

Create a lost or stolen report from various entry points:
- 360 Degree View header action.
- 360 Degree View dynamic grid action.
- Selecting the Lost or Stolen reason from the Service Management order.
Prevent duplicate lost or stolen reports for the same service and handset combination.
Initiate service management actions to suspend, suspend/change, disconnect, or resume service and in the same transaction provide the ability to order a replacement handset, accessories, or a SIM.
Capture important information regarding the lost or stolen handset within Service Management.
Cross sell or up sell a new handset and accessories when customer does not request a new handset.
Invoke the Lost and Stolen BPEL that will initiate activities such as blacklisting or whitelisting the IMEI (handset), lead creation, or email correspondence.

Business Flow

If a customer loses a wireless handset, they will report it to the communications provider. The communications provider will then create a Lost/Stolen service management order to capture information about the loss and to track the progress of the process that will follow.

To create a lost and stolen service management order:

Identify the customer.
Identify the installed service.
Enter the line action. Select Suspend, Suspend/Change, Disconnect or Resume.
Select Lost or Stolen as the reason.
If the selected action is either Suspend, Suspend/Change or Disconnect, the Collect Lost/Stolen Details link is displayed. Click this link to open the Enter Handset Details page where you can enter all the necessary lost/stolen info. Click OK and save.

Submission of the Service Management order will trigger the processing to suspend or disconnect the service, send a black list message to EIR as well as create a lead or send emails, if appropriate.
If the selected action is Resume, the Collect Lost/Stolen Details link will not be visible as the system does not collect lost information when resuming a service. Submission of the Service Management order triggers the processing to resume the service and send a white list message to EIR.

See Service Management Resume Service Process Flow.

If the handset has already been reported as lost or stolen, the system displays a message that the loss has been reported and opens the existing service management order.

Duplicate Reports

If the customer attempts to report a lost or stolen handset that has already been reported, the system generates a message that prevents the user from reporting the handset again.

The user will have either the option to drill into the Service Management Order where the handset has already been reported lost or stolen to provide the customer with the current status of the order. Alternately, they can return to the 360–Degree View.

Handset Identity Validation

You can make administrative use of the IMEI in the following manner:

The white list is composed of all number series of equipment identities that are permitted for use.
The black list contains all equipment identities that belong to equipment that need to be barred.

The BPEL process that controls lost or stolen handsets publishes a message to either blacklist or white list the IMEI. If the IMEI, model number, and manufacturer information is not available, no message will be sent.

See Lost or Stolen Handset Process Flow.

Handset Replacement

PeopleSoft provides the functionality to handle three scenarios for handset replacement:

Order handset

The customer requests a replacement handset with the same service.

When the agent selects Order Handset, the Add Products and Services section on the Service Management order is expanded which allows the agent to add a new handset. When the new handset is added to the line action, the agent can now link this handset to an existing wireless service by going to the Line Details page. In the Line Relationship section there is a link called Relate to Customer's Installed Service. Clicking this link gives the agent a list of installed services that can be linked to the new handset. The agent then select the wireless service.

If a replacement handset is ordered during a lost or stolen Service Management transaction, a new relationship will be established between the replacement handset, new SIM, voice service, and the parent 3G Wireless Service Package.
Order SIM

The SIM is added to the order in the same way as a handset and is linked to the existing wireless service.
Customer supplied handset

The customer is going to use another handset they own with the existing wireless service. When the order is submitted, a service management order is created to suspend the service and a new order is created to process the unknown handset.

Reactivating Service

If the customer finds the missing handset and wants to reactivate the service, the user creates a new Service Management order and selects the action of Resume with the reason, Found Handset. When the Order is submitted, the Resume BPEL process is invoked to whitelist the handset.

See Order Capture Delivered Business Processes and Web Services.

Setting Up 3G Wireless Services and SIM

This section discusses how to set up:

Product definitions
Product categories
Product relationships

Pages Used to Set Up 3G Wireless Services and SIM

Page Name	Object Name	Navigation	Usage
Product Definition	PROD_DEFN	Products CRM, Product Definition	Define 3G products.
Product Category	PROD_CATEGORY	Products CRM, Product Category	Define 3G product categories.
Product Relationships	PROD_RELATIONS	Products CRM, Product Relationships	Define 3G product relationships.

Setting Up Product Definitions

Access the Product Definition page.

Communication

SIM Number required	Select to indicate if a SIM card is required and to associate the SIM with the Service. During the order process the system will check the existence of a SIM product and its association to product(s) that require SIM.
Phone Number required	Select to indicate if a phone number is required for the service to work. During the order process an overridable hold condition will be defined to check if a phone number is entered for the products/services that require a phone number.
Number Type	Select Wireless Number or Wireline Number.
Line Usage	Select a usage for the service. The valid values for usage are Voice, Fax or Data. The usage information defines the relationship between phone numbers assigned to the SIM based on usages, when the service is added to the order. Whenever Phone Number Required is selected, the Line Usage value must be captured.
Billing Account Type	Select the type of billing account that can use this feature. Prepaid Only, Postpaid Only or Either. The billing account type information defines what type of billing account can be created when the product is ordered. Some products can only be serviced through a Prepaid or a Postpaid account.

Setting Up Product Categories

Access the Product Category page.

The SIM category defines and tracks different SIM cards. The 3G USIM product belongs to the SIM category in the Product definition

Product and Item Management

Setting Up Product Relationships

Access the Product Relationships page.

This relationship indicates that a 3G USIM is required whenever 3G voice service is added to the order. The 3G USIM will automatically be added to the order, when the service is added to the order. The services are associated to the 3G USIM and the 3G USIM is associated to the parent package service of Voice, Fax and Data. The Installed Products created for the 3G services, USIM and handsets reflect these relationships.

A single SIM can support one voice, one fax and one data service. Therefore, if the order contains one quantity each of voice, fax and data service, then there will be one 3G USIM product with quantity as one.

The Child Of relationship type is used to define the parent of the product and to define the Service to Service and Product to Service relationships.

Product and Item Management

Managing 3G Wireless Services and SIM

This section discusses how to manage 3G wireless services and SIM.

Pages Used to Manage 3G Wireless Services and SIM

Page Name	Object Name	Navigation	Usage
Search	RO_SEARCH_UPDATE	Orders and Quotes, Search Orders and Quotes	Search orders and quotes by service phone number or account number.
Order	RO_FORM	Orders and Quotes, Add Order	Add or view an order with a SIM.
View SIM Details	RO_LINE_COM_SEC	Click the View SIM Details link on the Order page.	Add or view SIM details.
Order	RO_FORM	Orders and Quotes, Add Order	View or change numbers.

Using the Search Function

Access the Search page.

Service Phone Number

Allows searching Order and Quotes by Service Phone Number.

Account Number

Allows searching Order and Quotes by Account Number.

Source

A new value, Storefront is available for storefront users. This value implies that the storefront has physical products such as SIM and phones at their disposal to give to the customer with no shipping required.

Selection of this value means there will be no request sent to fulfillment system for shipping.

Managing SIM Assignments

Access the Order page.

View SIM Details

Click to access the View SIM Details page.

Viewing SIM Details

Access the View SIM Details page.

Selecting Numbers

Access the Order page-Products tab.

The phone number is automatically assigned when you select the Voice, Fax or Data services and return to the order. If a phone number is not assigned, the link will show be Assign Number.

Product Description	An order line may have multiple quantities of products. Similarly, a package component may have multiple quantities. If the selected products require a Phone Number or attributes, there will be multiple lines in the Order with single quantity. This allows capturing of distinct attributes or Phone Number for each product.
Change Number	The Change Number link is displayed if a phone number is assigned and the order is not submitted. It allows you to change the assigned Phone number.

Setting Up Mobile Number Portability

This section discusses how to:

Define a communications business unit.
Create a service provider list for wireless carriers.

Page Used to Set Up Mobile Number Portability

Page Name	Object Name	Navigation	Usage
Communications	BUS_UNIT_RBT	Set Up CRM, Business Unit Related, Order Capture Definition, Communications	Define mobile number portability parameters for the communications business unit. Create a service provider list for wireless carriers.

Page Name

Object Name

Navigation

Usage

Communications

BUS_UNIT_RBT

Set Up CRM, Business Unit Related, Order Capture Definition, Communications

Define mobile number portability parameters for the communications business unit.

Create a service provider list for wireless carriers.

Defining the Communications Business Unit

Access the Communications page.

Mobile Number Portability

Port-In Allowed	Control whether the enterprise user will be allowed to enter port-in information for wireless service.
Temporary Phone Numbers	Temporary numbers can be issued as part of a port-in request. This would not typically be the case for a port-in within the United States, but may be needed in EMEA, where the port is a lengthier process. Select a value of Always, Never, or Optional.
PAC Required	A PAC is required in most EMEA countries, but are not required in the United States.
Port In Cancellations	Indicate at which point in the process a cancellation of the port-in order may take place. Your organization may have rules about when to allow a cancellation of a port-in order. Select a value of Always allow cancel, Cancel until products ship, Never allow cancel, or Until port-in date agreed.
OCN (Operating Company Number)	Enter the operating company number.
Default Port-In Days	Enter the number of days to add to the current date to default the Port-In date.
Network ID (Network service provider identification)	Enter the network service provider identification (SPID).

See Also

Defining Order Capture Business Units

Creating a Service Provider List for Wireless Carriers

Access the Communications page.

Network ID (Network service provider identification)

Enter the network service provider identification (SPID).

OCN (Operating Company Number)

Enter the operating company number.

Managing Mobile Number Portability

This section discusses how to:

Create an order with a port-in request.
Select phone numbers.
Provide port-in number details.
View port-in number details.
View port-in orders in Service Management.

See Mobile Number Portability Process Flow.

Pages Used to Manage Mobile Number Portability

Page Name	Object Name	Navigation	Usage
Entry Form	RO_FORM	Orders and Quotes, Add Order	Enter an order for a port-in.
Available Phone Numbers	RO_LN_NUM_SRCH_SEC	Click the Change Number link on the Entry Form.	Access the Port-In Details page.
Port-In Details	RO_LINE_PORTIN_SEC	Click the Port-In Mobile Number link on the Available Phone Numbers page.	Enter port-in details.
Manage Service	RO_FORM	Service Management, View Service Management Order	View the Service Management order for the port-in.

Creating an Order with a Port-In Request

Access the Entry Form page.

Change Number

Click this link to access the Available Phone Numbers page.

Submit

When you submit the order, the system validates the port-in details and confirms that the phone number(s) being ported in has not already been logged in the Number Management database. A port-in request for a phone number cannot include a phone number that is already in the database, unless the number is in Ported-Out or Released status. The order will go on Hold if the data is invalid. If the data is valid, the order is fulfilled and a service management order is created which initiates the port-in actions to get the number ported to the new carrier. The customer gets an email correspondence of the order details.

Selecting Phone Numbers

Access the Available Phone Numbers page.

Port-In Mobile Number

Click this link to access the Port-In Details page.

Providing Port-In Number Details

Access the Port-In Details page.

Note. The PAC field is displayed above the Wireless Service Provider if the PAC Required field is selected for the business unit.

Area Code and Subscriber Number	Enter the area code and the phone number to be ported-in. The system validates the phone number against the Number Management system to confirm that this phone number is valid for porting, that is, it is not already assigned in the database. If the number is found in the number management database, the status must be Ported Out or Released, otherwise the number will be rejected.
Wireless Service Provider	Select from the list populated from the Wireless Carriers by Business Unit data. The list is filtered by Active status.
External Website	Click this link to access the website for the wireless service provider. This field is only displayed if the business unit setting for the selected wireless service provider has a website URL listed, otherwise this field is hidden. The URL displayed will open in a new window, and could be used to allow for a method to validate the port-in details using the old service provider's website.
Validation Methods Available	This field is controlled by the wireless service provider setup. If the provider setup page indicates that only Automatic validation is allowed, this field is read-only and will show Automatic validation. If the provider is not using Automatic validation, but instead allows either phone, fax or website, the field is displayed and required, and you must select the validation method used.
Contact Phone	Enter a valid phone number for the customer. Note. This should not be the number that is being ported in.
Request Date	The date that the customer would like the porting to occur. The date will be defaulted based on the PAC days setting in the Business Unit. If this date falls on a Saturday or Sunday, it will be advanced to the following Monday. No limits will be enforced, other than this date must be >= current system date.
Account Number	Enter the customer's account number.
Bill To Address	Select a Bill To address.
National ID	Some wireless providers may require the national ID (in the US, a Social Security ID). If the provider requires it, enter it here.
Password / PIN	Some wireless providers may require a password to allow the port-in to occur. If needed, enter the password here.
Temporary Phone Number	If the Assign Temp Number link is clicked, the temporary phone number will be displayed. If the business unit setting indicates that the system never provides temporary numbers, this field will be hidden. If the business unit setting indicates that a temporary number is optional, then a link is provided to assign a temporary number. If the business unit setting indicates that the system should always assign a temporary number, then a message is displayed that the temporary number will be assigned when you click OK.
Assign Temp Number	Click this link to assign a temporary phone number. The system displays the next available number in the pool.

Viewing Port-In Number Details

Access the Products tab on the Entry Form page.

View Port In Details

Click this link to access the Port-In Details page where you can view the details or cancel the port-in.

Change Number

Click this link to access the Port-In Details page where you can change the port-in number or cancel the port-in.

Managing Lost and Stolen Handsets

This section discusses how to:

Report a lost or stolen handset.
Enter lost or stolen details.

Pages Used to Manage Lost and Stolen Handsets

Page Name	Object Name	Navigation	Usage
Manage Service	RO_FORM	On the 360–degree view, select Report a Lost or Stolen Handset in the Action dropdown list.	Disconnect, suspend, suspend/change, or resume service for a lost or stolen handset.
Enter Handset Details	RBT_LOST_STOLEN	Click the Collect Lost/Stolen Details link on the Manage Service page.	Enter information regarding the lost or stolen handset, lost/stolen report, and whether or not customer is ordering a new handset, SIM, or using another customer owned handset for the existing service.

Reporting a Lost or Stolen Handset

Access the Manage Service page.

Line Action

Select Disconnect or Suspend to initiate the Lost or Stolen process.

Reason

Select Lost or Stolen. Click the Collect Lost/Stolen Details link to enter details about the handset.

Collect Lost/Stolen Details

The Collect Lost Details link will only be displayed if the action is Suspend, Suspend/Change, or Disconnect, and the reason is Lost or Stolen.

Enter Lost and Stolen Details

Access the Enter Handset Details page.

Service Phone Number

Installed Product Voice Service number. The Service Phone Number will only display a phone number for the voice service.

Product Description

The Product Description from the Installed Product. Defaults from the Installed Product, if available. If not available, the field is blank.

Manufacturer

The Manufacturer from the Installed Product. Defaults from the Installed Product, if available. If not available, the field is blank.

Model

The model number from the Installed Product. Defaults from the Installed Product, if available. If not available, the field is blank.

IMEI(International Mobile Equipment Identity)

The IMEI is a unique identifier used to track the handset. Defaults from the Installed Product if available, otherwise the field is blank. The IMEI number will always be 15 characters in length.

Status

The Installed Product Status. Defaults from the Installed Product if the handset is installed. If the handset is not installed then this field will be blank.

Date/Time of Loss

Informational fields to report the date and time that the customer first noticed that the handset was lost or stolen. Fields displayed side by side. Select the date from calendar and enter the time in the entry field.

Location of Loss

Informational field. Enter the location where the customer first noticed that the handset was lost or stolen.

Police Report Number

Informational field. Enter the Police Report number if the customer reported a stolen handset.

Police Report Date/Time

Informational fields if the customer reported a stolen handset. Select date from calendar and enter the time in the entry field.

Comments

Information field. Enter up to 256 characters of additional information regarding the lost or stolen handset.

Block Handset

Defaults to selected. If selected, then Manufacturer, Model, and IMEI will be sent to the EIR. The EIR requires this information to blacklist or whitelist a handset.

Order Handset

Defaults to cleared. Select if customer wants to order a replacement handset.

If Order Handset is selected, the Add Products and Services section on the Service Management Order will be expanded so that a new handset can be ordered.

Order SIM

Defaults to cleared. Select if customer wants to order a SIM.

If Order SIM is selected, the Add Products and Services section on the Service Management Order will be expanded so that a new SIM can be ordered.

Customer Supplied Handset

Defaults to cleared. Select if customer is going to use another handset they own with the existing wireless service. If selected, a dynamic group box called Customer Supplied Handset Information will be displayed.

These fields appear if Customer Supplied Handset is selected.

Manufacturer	The Manufacturer from the Installed Product. The same list of values will be displayed here as the Installed Product Manufacturer field.
Model	The model number of the customer owned handset.
IMEI	The IMEI of the customer owned handset. The IMEI number will always be 15 characters in length.

Managing Prepaid Services

For complete details on managing prepaid services, refer to the following documentation.

See Understanding Prepaid Accounts for Communication Service Providers, Setting Up Prepaid Account Management, Managing Accounts and Viewing Bills in the Communications and Energy Industries.

View Port In Details	Click this link to access the Port-In Details page where you can view the details or cancel the port-in.
Change Number	Click this link to access the Port-In Details page where you can change the port-in number or cancel the port-in.

Line Action	Select Disconnect or Suspend to initiate the Lost or Stolen process.
Reason	Select Lost or Stolen. Click the Collect Lost/Stolen Details link to enter details about the handset.
Collect Lost/Stolen Details	The Collect Lost Details link will only be displayed if the action is Suspend, Suspend/Change, or Disconnect, and the reason is Lost or Stolen.

Service Phone Number	Installed Product Voice Service number. The Service Phone Number will only display a phone number for the voice service.
Product Description	The Product Description from the Installed Product. Defaults from the Installed Product, if available. If not available, the field is blank.
Manufacturer	The Manufacturer from the Installed Product. Defaults from the Installed Product, if available. If not available, the field is blank.
Model	The model number from the Installed Product. Defaults from the Installed Product, if available. If not available, the field is blank.
IMEI(International Mobile Equipment Identity)	The IMEI is a unique identifier used to track the handset. Defaults from the Installed Product if available, otherwise the field is blank. The IMEI number will always be 15 characters in length.
Status	The Installed Product Status. Defaults from the Installed Product if the handset is installed. If the handset is not installed then this field will be blank.
Date/Time of Loss	Informational fields to report the date and time that the customer first noticed that the handset was lost or stolen. Fields displayed side by side. Select the date from calendar and enter the time in the entry field.
Location of Loss	Informational field. Enter the location where the customer first noticed that the handset was lost or stolen.
Police Report Number	Informational field. Enter the Police Report number if the customer reported a stolen handset.
Police Report Date/Time	Informational fields if the customer reported a stolen handset. Select date from calendar and enter the time in the entry field.
Comments	Information field. Enter up to 256 characters of additional information regarding the lost or stolen handset.
Block Handset	Defaults to selected. If selected, then Manufacturer, Model, and IMEI will be sent to the EIR. The EIR requires this information to blacklist or whitelist a handset.
Order Handset	Defaults to cleared. Select if customer wants to order a replacement handset. If Order Handset is selected, the Add Products and Services section on the Service Management Order will be expanded so that a new handset can be ordered.
Order SIM	Defaults to cleared. Select if customer wants to order a SIM. If Order SIM is selected, the Add Products and Services section on the Service Management Order will be expanded so that a new SIM can be ordered.
Customer Supplied Handset	Defaults to cleared. Select if customer is going to use another handset they own with the existing wireless service. If selected, a dynamic group box called Customer Supplied Handset Information will be displayed.