PeopleSoft CRM 9.1 Order Capture Applications PeopleBook

Using Order Capture and Service Management in the Communications Industry

This chapter provides overviews of order capture and service management in the communications industry, 3G wireless services and SIM management, mobile number portability, and lost and stolen handsets. It discusses how to:

Set up product definitions for 3G wireless services.
Manage 3G wireless services and SIM.
Set up mobile number portability.
Manage mobile number portability.
Manage lost and stolen handsets.
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.
Phone number status update.
Lost and stolen handset management.
Prepaid service management.
Split billing.
Trial period functionality.

3G Wireless Services and SIM Management

PeopleSoft CRM provides the framework for supporting 3G wireless service and SIM card management. The framework enables you to:

Model and order 3G service packages that consist of services, USIM (universal subscriber identity module, which is referred to as SIM on GSM networks), and handset products. Also, you can define product relationships among services, USIM, and handsets.
Order new handsets to replace lost or stolen handsets.
Use phone number management to support 3G wireless services such as voice, data and fax. This includes the ability to:

See Oracle's PeopleSoft CRM Number Management Preface.
- Support selection of reserved numbers while ordering.
- Capture and track external port-in numbers.
  
  See Mobile Number Portability.
Order pre-provisioned wireless services where the USIM and the MSISDN(s) are linked prior to sale.
Order post-provisioned wireless services where the USIM and the MSISDN(s) are linked after sale.
Support business processes required to sell and support 3G wireless services, 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 numbers for handsets already owned by customers.
- Ability to swap handsets.
Support bulk orders 3G wireless services.
Support future dated orders for 3G services.

Mobile Number Portability

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

Create orders and quotes with port-in phone numbers.
Prevent duplicate port-in requests.
Cancel orders with port-in requests.
Capture data for order lines with port-in requests for both US and EMEA regions.
Provide temporary phone numbers for order lines with port-in requests.

Phone Number Status Update

When a customer places an order for a phone plan and a phone number is assigned to the order through number management, the status of the phone number is changed to Reserved and the number will not be available for future assignment as long as the status remains the same. Should the order get cancelled later in the process, the associated phone number needs to be released so that it can be reused and does not become another reserved yet unused number in the inventory.

To recycle unused phone numbers that emerge due to order cancellation, PeopleSoft CRM provides an application engine (AE) program that converts the status of all reserved phone numbers, which are associated with cancelled orders, quotes, and bulk orders, to Available. The process name is RBT_NMRSV_AE and it can be located under People Tools, Process Scheduler, Processes. Like any other AE programs, customers can determine how often this process should run to clean up reserved yet unused phone numbers based on their business needs.

Refer to the Submitting and Scheduling Process Requests chapter of the PeopleTools 8.52: PeopleSoft Process Scheduler PeopleBook for more information on how to schedule process requests.

Lost and Stolen Handset Management

To support lost and stolen handset management, PeopleSoft CRM enables you to:

Handle customer reports of lost or stolen handsets and capture lost and stolen handset information.
Suspend or disconnect services for lost or stolen handsets.
Process replacement handset orders with the same service or with a change to service plans.
Associate existing services with customer owned handsets.
Cross sell or up sell new handsets while processing lost or stolen handset reports.
Reactivate suspended services if lost handsets are found.

See Working with PeopleSoft Service Management.

Prepaid Service Management

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

Model and order prepaid 3G service packages that consist of services, USIM and handset products.

Also, you can define the relationship between services, USIM and handsets. A prepaid 3G service package is almost identical to any standard 3G service package, the only difference is that 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 features of prepaid services. In addition, a prepaid service can be suspended, resumed and disconnected.
Find customer's accounts or services by phone number on the 360 Degree View, as well as the Account and Installed Products components.
Provide support for unknown prepaid consumers.
Convert prepaid services to standard 3G services.

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

Split Billing

To provide customers the flexibility they need to bill for communications products, services and packages, PeopleSoft CRM introduces the split billing functionality, which enables you to:

Define split billing products, which can be associated with multiple billing account types for different kinds of charges.
Capture orders for split billing products that can be paid by multiple customer billing accounts selected at the order line level.
Pay for non-recurring and recurring charges in orders by billing account.
View billing account details of split billing products in installed products.

Important! Split billing is delivered primarily to support the ordering of multilevel product bundles in the communications market (where setID is COM01). The functionality can also be used in splitting billing charges and assigning them to multiple accounts for non-multilevel product bundles. The only exception is that the part of the split billing functionality that is performed in configuration sessions is not supported for non-multilevel product bundles. Refer to this see reference for more information on the split billing functionality.

See Orders and Service Management.

Trial Period Functionality

PeopleSoft CRM supports the definition and use of trial periods in orders and service management orders for the communications solution. The trial period of an order starts when the order status is set to Completed. During this time, the customer can use the newly purchased product or service and cancel the purchase, if not satisfied, without penalty.

Important! The trial periods functionality is delivered primarily to support the ordering of multilevel product bundles in the communications market (where setID is COM01). It can also be extended to orders and service management orders for non-multilevel product bundles.

See Trial Period Enablement.

Understanding 3G Wireless Services and SIM Management

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 data model.

Provides the ability to support a multi-tier hierarchy of services and equipment, and the ability to indicate that specific services must be ordered through either postpaid or prepaid accounts.

See Understanding Prepaid Accounts for Communication Service Providers.
Number management.

Provides the 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).
Ordering process.

Provides the ability to support the ordering scenarios for 3G packages, which include 3G services, a SIM card and a phone.

See Managing 3G Wireless Services and SIM.
Service management.

Provides the ability to support an n-tier hierarchy between services and equipments when entering service requests.

See Working with PeopleSoft Service Management.

Holds

The following holds support orders for the communications industry:

Hold	Description
Phone Number Required	This condition ensures that a phone number has been assigned to a service product that requires a phone number. This hold cannot be overridden and is applicable to orders only.
SIM Required	This condition ensures that a service product that requires a SIM has been associated to the SIM product.
Ensure Prepaid Order Validation	This condition ensures that the order containing a prepaid service is validated, meaning that there are no postpaid services on the same order and that prepaid service is enabled on the business unit.
Ensure Prepaid Product Validation	This condition ensures that the products on the order are consistent with the account type selected.
Prepaid to Postpaid Conversion Order	This condition only fires if the order is a conversion order that is converting a prepaid account to a postpaid account. It ensures that 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 a Cancel or Disconnect action.
Phone Number Check	This condition checks if a phone number has been assigned to the service.
Action Check	This condition checks to make sure that the selected line action is applicable to the selected installed product based on its status. For example, no actions are allowed on installed products with the Pending Port-In status.
Prepaid Activation Details Validation	This hold ensures that the activation details are completed for the prepaid service that is being activated.

See Also

Managing Holds

Service Management Actions

These new line actions are supported for 3G Services, lost or stolen features, and prepaid services in addition to existing actions such as Suspend, Disconnect, and Resume:

Action	Description
Activate	This action allows the selected installed products to be activated. It triggers the Activate BPEL process 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 has not yet been 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 phone numbers of selected installed products. A port-in request cannot be entered as part of change number. This action is not applicable to 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 with the Suspend and Change line action, a BPEL process is triggered, which performs the existing activities of Suspend and Change features along with additional steps pertaining to lost or stolen handsets.
Change Number	This action tracks the change to the existing phone number of the selected installed service. This action is not applicable to 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. It 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 the current service management order. It supports the ordering of new replacement handsets for lost or stolen handsets. 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 the 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 and submit it.
Confirm porting details.

Because the port-in details entered on the order may not be entirely accurate or sufficient to allow the port-in to occur, the system needs to confirm the details prior to shipping out a free phone, for example. At this point, no service management order is created yet. The system sends an EIP message out to the third-party system 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.

A service management order is created, which captures the customer information from the original order and adds the installed product created earlier to a line with the Port-In Request line action.
Link Related Actions.

When the service management order is created, a related action link is placed on the original order, to reference the service management order. Additionally, a related action link is placed on the service management order that references the original order.
Submit service management order.

The system submits the new service management order, which invokes the BPEL process to manage 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 the 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.
Update status.

After each process, the Service Management order line's status is updated to reflect the progress of the port-in request. This aids the CSR in informing the customer of the progress of the port-in. Additionally, the installed service 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 the Complete status. The installed service also is updated with the port in date, once it is agreed upon by the third-party system.

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 PAC Request action for this installed service. There is no charge for this order.

The ability to choose a PAC Request action is controlled by the actions that are specified for the product definition of that installed service.
(Optional) Select a reason for requesting a PAC to help identify why customers are switching carriers.
Submit the order.

If there is an outstanding PAC already for this customer's service that is issued within the last 30 days, the service management order will be put on hold.
Run the BPEL process.

Order submission launches a business process to issue the PAC, and communicates this code to the appropriate third-party system. This transaction will not go to the billing system.

The BPEL process completes these steps:
- PAC issued: Provided there is no reason to deny the PAC, the PAC is generated. The PAC consists of three letters, representing the Carrier, and six digits, which uniquely identify the individual port-out request.
  
  The PAC is generated from the automatic numbering 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: The system sends a written confirmation of a PAC to the customer. The correspondence is built using the delivered PAC Request template package.

See Order Capture Delivered Business Processes and Web Services.

Canceling an Order with a Port-In Request

Both the port in cancellation setting at the business unit level and the order line status determine whether or not a port-in request can be cancelled.

If the order is in a cancelable status, such as In Fulfillment, the Cancel toolbar button appears. When clicked, the order status is set to Cancelled and all lines that were not complete or shipped are cancelled. Next, the Order 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 the third-party system to indicate 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.

See Also

Defining Order Capture Business Units

Order Capture Delivered Business Processes and Web Services

Porting-Out a Number

When a customer successfully ports in his phone number to a new carrier, the old service needs to be cancelled. This is called a port-out transaction and is executed automatically based on input from the third-party system. The CRM system receives a port-out notification from an external system, 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 the Disconnect action 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 port-out 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 Handset Processing

The service management framework provides these capabilities to support lost and stolen handset processing:

Create lost or stolen service requests from various entry points:
- 360 Degree View header action.
- 360 Degree View dynamic grid action.
- Service management component (select the Lost or Stolen reason for line actions such as Disconnect or Suspend).
Prevent the creation of duplicate lost or stolen service requests 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 business process 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 and report it to the communications provider, the communications provider then creates a service management order to capture information about the lost handset and to track the progress of the process that will follow.

To create a lost and stolen service management order:

Open a service management order and identify the customer.
Identify the installed service.
Select the line action (such as 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 information. Click OK and save.

Submission of the service management order triggers 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 Found Handset reason is available, 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 these handset replacement scenarios:

Order handset.

The customer requests a replacement handset with the same wireless service.

After the agent selects the installed service, the Show Add Products link appears, allowing the agent to add a new handset product. 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 that appears for the handset product, a link called Relate to Customer's Installed Service is displayed. 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 order, 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 wants 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 Resume line action with the reason Found Handset. When the service management order is submitted, the Resume business process is invoked to whitelist the handset.

See Order Capture Delivered Business Processes and Web Services.

Common Elements Used in 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 communications)	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 and so on) 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 subscriber 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, and so on) 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).

Setting Up Product Definitions for 3G Wireless Services

This section discusses how to:

Set up product definitions for 3G wireless services.
Set up product categories for 3G wireless services.
Set up product relationships for 3G wireless services.

Note. This section discusses page fields of the product data model that pertain only to 3G wireless services.

Pages Used to Set Up Product Definitions for 3G Wireless Services

Page Name	Definition Name	Navigation	Usage
Product Definition - Definition	PROD_DEFN	Products CRM, Product Definition, Product Definition - Definition	Define product definitions for 3G wireless services.
Product Category	PROD_CATEGORY	Products CRM, Product Category, Product Category	Define product categories for 3G wireless services.
Product Relationships	PROD_RELATIONS	Products CRM, Product Relationships, Product Relationships	Define product relationships for 3G wireless services.

Setting Up Product Definitions for 3G Wireless Services

Access the Product Definition - Definition page (Products CRM, Product Definition, Product Definition - Definition).

Billing Options

This section appears if the product type is Standard Product, Service Product, or Product Package.

See Setting Up Product Components.

Billing Account Details

This section appears if the Split Billing check box is selected in the Billing Options group box, indicating that charges that the corresponding product incurs can be paid using different billing accounts.

See Setting Up Product Components.

Communication

SIM Number required (Subscriber Identity Module number required)	Select to indicate if a SIM card is required and to associate the SIM with the service. A SIM is a smart card inserted into GSM phones that contain telephone account information. GSM is a wireless network standard in Europe. 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. If this option is selected, you must also select a value for the Line Usage field.
Number Type	Select Wireless Number or Wire line Number to indicate the type of number required for the service.
Line Usage	Select a usage for the service. The valid values for usage are Voice Line, Fax Line or Data Line. 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.

See Also

Defining Products

Setting Up Product Categories for 3G Wireless Services

Access the Product Category page (Products CRM, Product Category, Product Category).

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

See Also

Defining Product Categories

Setting Up Product Relationships for 3G Wireless Services

Access the Product Relationships page (Products CRM, Product Relationships, Product Relationships).

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.

See Also

Managing Product Relationships

Managing 3G Wireless Services and SIM

This section discusses how to:

Use the search function.
View SIM assignments.
View SIM details.

Pages Used to Manage 3G Wireless Services and SIM

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

Using the Search Function

Access the Orders and Quotes - Search page (Orders and Quotes, Search Orders and Quotes, Search).

You can search for communications-specific orders and quotes by:

Service phone number.
Account number.
Source of Storefront.

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.

Viewing SIM Assignments

Access the Order - Entry Form page (Orders and Quotes, Add Order, Order - Entry Form).

Line Summary

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	Click to access the Available Phone Numbers page to either select a new phone number or enter port-in phone number details. The system automatically assigns a phone number when you select a voice, fax or data service and return to the order. 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. If a phone number is not yet assigned, the Assign Number link appears instead. See Managing Mobile Number Portability.
Assign IMEI	Click to access the Assign IMEI page (RO_LINE_COM_SEC) to enter IMEI information. This link appears before the order is submitted.
View IMEI Details	Click to access the View IMEI Details page to review SIM information. This link appears after the order is submitted.
Assign SIM	Click to access the Assign SIM page (RO_LINE_COM_SEC) to enter SIM information. This link appears before the order is submitted.
View SIM Details	Click to access the View SIM Details page to review SIM information. This link appears after the order is submitted.

Viewing SIM Details

Access the Order - View SIM Details page (click the View SIM Details link on the Order - Entry Form page).

ICCID

Displays the integrated circuit card ID, which is the serial number of the SIM card.

PIN1 and PIN2

Displays the personal identity numbers that are needed for using the SIM card and accessing its data.

PUK1 and PUK2

Displays the PIN unblocking keys, which are required for unblocking PIN1 and PIN2 respectively.

A GSM SIM card becomes disabled after three unsuccessful attempts to enter a correct PIN code.

IMSI

Displays the international mobile subscriber identity code, which is used to identify the subscriber and the corresponding subscription within the GSM network.

Setting Up Mobile Number Portability

This section discusses how to define default options for porting mobile numbers.

Page Used to Set Up Mobile Number Portability

Page Name	Definition Name	Navigation	Usage
Order Capture Definition - 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 Default Options for Porting Mobile Numbers

Access the Order Capture Definition - Communications page (Set Up CRM, Business Unit Related, Order Capture Definition, Communications).

Parameters that are specific to porting mobile numbers are available in the Mobile Number Portability section. Enter the OCN (operating company number) in the Wireless Service Provides section as well.

Managing Mobile Number Portability

This section discusses how to:

Create an order with a port-in request.
Change phone numbers.
Provide port-in number details.
View port-in number details.

See Mobile Number Portability Process Flow.

Pages Used to Manage Mobile Number Portability

Page Name	Definition Name	Navigation	Usage
Convergent Order - Entry Form	RO_FORM	Orders and Quotes, Add Order, Convergent Order - Entry Form	Enter an order for a port-in.
Available Phone Numbers	RO_LN_NUM_SRCH_SEC	Click the Change Number link on the Convergent Order - Entry Form page.	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 - Entry Form	RO_FORM	Service Management, View Service Management Order, Manage Service - Entry Form	View the Service Management order for the port-in.

Creating an Order with a Port-In Request

Access the Convergent Order - Entry Form page (Orders and Quotes, Add Order, Convergent Order - Entry Form).

Change Number

Click this link to access the Available Phone Numbers page to select a number available on the page or enter a port-in number details.

Submit

When you submit the order with a port-in request, 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.

Changing Phone Numbers

Access the Available Phone Numbers page (click the Change Number link on the Order - Entry Form page).

Port-In Mobile Number

Click to access the Port-In Details page to enter details needed for the port-in process.

Providing Port-In Number Details

Access the Port-In Details page (click the Port-In Mobile Number link on the Available Phone Numbers page).

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

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 the OK button.
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 Order - Entry Form page (Orders and Quotes, Add Order, Order - Entry Form).

Line Summary

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	Definition Name	Navigation	Usage
Manage Service - Entry Form	RO_FORM	Customer 360-Degree View, Search For Customer Select a customer on the Search For Customer page. On the 360-Degree View page that appears, select Report a Lost or Stolen Handset as an action. Service Management, Maintain Service, Manage Service - Entry Form Select the Disconnect, Suspend/Change or Suspend action for a selected installed service and select Lost or Stolen as the reason.	Disconnect, suspend, suspend/change, or resume service for a lost or stolen handset.
Enter Handset Details	RBT_LOST_STOLEN	Click the Collect Lost/Stolen Detailsor the View Lost/Stolen Details link on the Manage Service - Entry Form 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 - Entry Form page (Service Management, Maintain Service, Manage Service - Entry Form. Select the Disconnect, Suspend/Changeor Suspend action for a selected installed service and select Lost or Stolen as the reason).

Line Action

Select Disconnect, Suspend or Suspend/Change to initiate the Lost or Stolen Handset process.

Reason

Select Lost or Stolen.

Click the Collect Lost/Stolen Details link that appears to enter details about the handset.

Collect Lost/Stolen Details or View Lost/Stolen Details

Click the Enter Handset Details page to enter details for the lost or stolen handset.

Entering Lost and Stolen Details

Access the Enter Handset Details page (click the Collect Lost/Stolen Details or View Lost/Stolen Details link on the Manage Service - Entry Form page).

Product Information

Service Phone Number	Displays the installed service (for the voice service) number. The Service Phone Number will only display a phone number for the voice service.
Product Description	Displays the product description of the handset from the installed product record (by default). If the information is 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.

Lost or Stolen Information

Loss Date and Time	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.
Report Date and 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 Information

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 will be displayed.

Customer Supplied Handset

This section appears if the Customer Supplied Handset field 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.
Serial ID	The serial ID of the customer owned handset.

Managing Prepaid Services

Refer to the these documentation for complete details on managing prepaid services.

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

ICCID	Displays the integrated circuit card ID, which is the serial number of the SIM card.
PIN1 and PIN2	Displays the personal identity numbers that are needed for using the SIM card and accessing its data.
PUK1 and PUK2	Displays the PIN unblocking keys, which are required for unblocking PIN1 and PIN2 respectively. A GSM SIM card becomes disabled after three unsuccessful attempts to enter a correct PIN code.
IMSI	Displays the international mobile subscriber identity code, which is used to identify the subscriber and the corresponding subscription within the GSM network.