B2B Customer

B2B Customer Telco Administrator

(Administrator User)

Associated with a single company or parent company. Might or might not have a service agreement associated with his or her user account. Responsible for managing all B2B users in his or her company including enrollment, registration, and access control by means of roles and permissions or user assignment into billing or business hierarchies. The telco administrator has a superset of all B2B user roles and permissions including access to the root node of all company hierarchies and account information. Can create new hierarchies and assign any company user to provide access to billing data. Might submit a dispute or service request on behalf of the company. (PAB and CAB) (Self-Enroll and CSR Enroll).

B2B Customer Cost Center Manager

(Manager User)

Associated with a single company or parent company. Might or might not have a service agreement associated with his or her user account. Responsible for viewing, analyzing, and paying invoices for all company accounts, and managing the budget, spend, and usage patterns of a group of users to company, account, or group levels of hierarchy. This user can create new hierarchies for the information he or she can access and can assign other company users to provide access to billing data. Manages his or her own profile and manages his or her own personal address book. Might submit a dispute or service request on behalf of the company. (Administrator Enroll).

B2B Customer Subscriber

(Subscriber User)

Associated with a single company and typically with a single service agreement within that company within a hierarchy by the Telco administrator or cost center manager. He or she manages his or her own profile and personal address book, and has view-only access to information. (Administrator or Manager Enroll).

Service Provider

Provider CSR Administrator

(Super CSR)

Responsible for managing CSR users and monitoring the productivity and effectiveness of the CSR users.

Provider CSR

(CSR User)

Responsible for handling calls in the call center. Provider CSR users are rated on the number of calls they handle, how quickly they resolve most issues, and the number of call-backs they make for a given case. Provider CSRs are part-time or full-time employees with medium to high turnover.

Provider Quality Assurance

(QA User)

Responsible for reviewing and approving the quality and accuracy of the billing data before accepting the data for presentation to the customer online. The QA user views the data in the same manner as the customer users to validate that the statements, details, amount due, and other characteristics of the bill are accurate and complete.

Provider IT Administrator

(System User)

Responsible for managing all provider users, loading periodic billing data, maintaining the connections to external systems such as billing, A/R, and payment systems. Responsible for maintaining registration and enrollment of all other provider users. Responsible for running batch jobs that load billing data, synchronize databases, send notifications, and purge old data.

Provider, Integrator, or Global Services Developer

Responsible for setting up the seed data in the application, customizing the application's appearance, process flows, statement layout, and report content. Can create custom defined hierarchies and hierarchy business object link targets.