Severance Process - Near Real-Time Service Reconnection

When a severance process is cancelled, an algorithm based on the application-owned  Severance Process Template – Post Cancel algorithm type, SEV POST CAN (Reconnect service if service is cut and cust. Pays), is called if plugged in and checks to see if the severance process has a completed ‘disconnect’ severance event.  If so, it creates a "reconnection" severance process using the Reconnect Severance Process Template defined in the algorithm parameter. This typically occurs because outstanding debt has been paid and the related service agreement is no longer eligible to be on the severance process.

In this release, the application can now initiate a near real-time service reconnection following the cancellation of a disconnection-related severance process. The updated SEV POST CAN (Reconnect Service if Service is Cut and Cust. Pays) algorithm type includes an additional parameter that enables you to define if a batch process should be submitted for each newly created reconnection severance process to activate all severance events whose trigger date is on or before the supplied business date. The submitted batch process is based on the new Trigger Severance Events for a Severance Process (C1-SESP) batch control.

Previously, the application called a SEV POST CAN-based algorithm when a severance process was cancelled to determine whether the process has a completed disconnect severance event. If the event existed, the application created a reconnection severance process using the Reconnect Severance Process Template defined in the algorithm parameter. The creation of the reconnection severance process typically occurred when the outstanding debt had been paid and the related service agreement was no longer eligible to be included in the severance process.

This improves customer satisfaction by initiating prompt service reconnection following payment of a customer's outstanding debt.

Steps to Enable

To enable this feature, complete these steps:

1. Create or update the applicable post-cancel algorithm(s) based on the SEV POST CAN algorithm type and set the Trigger Reconnect Process Events algorithm parameter set to Y.

2. Configure or update the applicable disconnect severance process templates with the applicable post-cancel algorithm(s).

3. Configure or schedule the Trigger Severance Events for a Severance Process (C1-SESP) batch control to run at an implementation-defined intervals on your batch schedule to initiate near real-time service reconnections.

Tips And Considerations

A new To Do Type, Trigger Severance Events for a Severance Process Errors (C1-SETSP), is provided to create To Do Entries for object-specific errors detected by the above batch process.

Key Resources

• Refer to the How Are Severance Processes (and their Events) Cancelled? and The Severance Process Background Processes sections of the Business User Guide for more information.