4 Termination to Confirmation Business Process

This chapter describes the Termination to Confirmation business process and its features.

Overview of the Termination to Confirmation Business Process

The Termination to Confirmation business process deals with all activities related to carrying out a subscriber's request for termination of assets or services, as well as deactivating their engagement with the CSP.

The Termination to Confirmation business process supports the following features:

  • Disconnecting services

    • Terminating/Disconnecting a package or services in a package

    • Terminating/Disconnecting a service

    • Terminating/Disconnecting services for member(s) in account hierarchy

  • Terminating Subscriber Account

About Disconnecting Services

This functionality allows a subscriber's assigned services to be disconnected (terminated) when not required.

The subscriber can call the agent to raise a request for terminating their services. The agent can view the services to be disconnected (this can be the entire package or specific services within the package), as well as any penalty (if applicable) on the termination order, and advise the subscriber on proceeding with the termination order.

A termination order is created with reference to the subscriber's original order and the service to be disconnected. The termination date associated with this order can either be the current date (for immediate disconnection) or a future date.

Once the order is submitted to OSM for fulfillment, OSM consumes it and orchestrates it to the provisioning system to terminate the service. OSM then informs BRM about the disconnected service to generate the invoice for any disconnection penalty and to also stop future invoices for the services being disconnected.

About Disconnecting a Package

When a subscriber wishes to disconnect an active package with a commitment period, the package components will also be disconnected.

The total penalty that is levied on the subscriber is determined by:
  • Package level penalty: This may be a flat amount. However, if the package is associated with a prorated plan, the penalty amount will depend on how long after service activation the disconnect request was placed.
  • Component level penalty: This is applied if any package components have a component charge penalty defined. The services associated with the package are now in an inactive state.

About Disconnecting a Service

In the cases where a subscriber has multiple assets/services as components in their existing package, they can choose to only disconnect the components no longer required. This only applies to the optional services included as add-ons, and not mandatory services of the package.

Disconnection of services is carried out according to the following two scenarios:
  • Disconnection of a Component with Commitment: If a component within a package has commitment enabled, it cannot be disconnected in isolation. So disconnection of this component requires disconnection of the entire package.

    For example, consider a package named Supremo Voice 500 that has the components Voice and SMS Bundles (commitment enabled) and Data and OTT Bundles (with no commitment). If a request is made to disconnect either the Voice Bundle or SMS Bundle, the entire Supremo Voice 500 package must be disconnected. Additionally, component-level charges may apply as a disconnect penalty.

  • Disconnection of a Component with no Commitment: If a component within a package does not have commitment enabled, it can be disconnected independently without affecting the rest of the package.

    For example, if a subscriber wants to disconnect the Data Bundle or OTT Bundle from the Supremo Voice 500 package, they can be removed in isolation without terminating the entire package. However, any component-level charges may still apply as a penalty.

About Disconnecting Services for a Member in Account Hierarchy

In the cases where account hierarchy is defined, it is possible for subscribers to disconnect services of one or more members in the hierarchy if no longer required.

In such cases, the termination order is created with reference to the services being terminated for specific member in the hierarchy. The termination can be done immediately or on a future date.

The billing system generates the invoice for any termination penalty and also stops generation of future invoices for the specific member. The agent will then view the subscriber account to ensure that the services for the specific family member are reflected as Inactive.

About Termination of Subscriber Account

A subscriber can choose to terminate their accounts. This action is done in Siebel, when the subscriber places a request to terminate their order via the CSR. The CSR must have the privileges to do this activity.

In order to deactivate a subscriber's account, all associated services must be disconnected first. Once the services are disconnected, the CSR terminates the account on Siebel CRM and the account termination status is sent to BRM, so that invoices are not generated in the future.

Terminating Services with Special Rating Products

When you terminate a service bundle or package that includes a special rating product, the integration terminates the associated assets in BRM and updates their status to Inactive.

Terminating Family Share Plan with Differential Pricing

When you terminate a service bundle or package that includes a family share plan with differential pricing, the integration disconnects the lines of one or more members in BRM, and updates their status to Inactive.

Note:

  • The commitment terms for the primary and secondary or add-on lines may be different and in this case, validate if the penalty is duly computed depending upon the termination of a given line.
  • Termination of the primary line can be done independently if the commitment is not enabled for this line. In this case, the secondary and add-on lines continue to be active.
  • You must validate the asset status in BRM and Siebel after the termination is completed.
The following are the possible termination scenarios:
  • Disconnecting primary line of a family plan.
  • Disconnecting the secondary or add-on line bundle of the family share plan.
  • Disconnecting the entire family share plan or promotion.

Terminating Services with Zone-Based Pricing

When you terminate a service bundle or package that includes zone-based pricing, the integration terminates the associated assets in Siebel and BRM, and updates their status to Inactive.

The possible termination scenario for services with zone-based pricing is as follows:

  • Create a sales order by selecting an appropriate plan (for example, Supremo Starter Home Phone).
  • Select the payment method as BillMe.
  • After the sales order is created:
    • Validate the assets on Siebel and BRM.
    • Validate unbilled usage data on Siebel and BRM.
    • Verify all the charges applied are correct on Siebel and BRM.
    • Generate bill on demand from BRM and validate the billed amount on Siebel and BRM.
  • Run usage with the number from defined zones and validate pricing based on standard zone pricing attribute. See Table 2-4 for details about various standard zone pricing attributes.
  • After usage run is successful, disconnect all services and assets of the account.

    Note:

    A penalty will be applied based on the commitment term and the grace period. See Commitment Terms and Rules for more information about eligible commitment terms and rules.
  • After the services get disconnected, the corresponding assets become inactive, and if there is any penalty associated, it will be computed and levied.
  • Generate bill on demand from BRM and validate the billed amount on BRM and Siebel.