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The Service Management System provides interfaces to the Clients Suppliers to manage the workflow, order and provision of products and services (Provisioning) of the Client with Suppliers of the Client or the Clients Systems through a web services Application Programming Interface (API) and provides interface to other Emersion Systems for Customer Management, information retrieval and billing.
Emersion is fully integrated with multiple upstream Suppliers, implemented using different communications protocols, such as web services API, FTP, XML etc. Emersion can provision multiple services from multiple providers. Over time Emersion will include the ability to sell, provision, bill and manage all of the following services:
| Service Type |
Service |
| Data |
DSL, ADSL 2, Dial, Wireless, Hosting, Mail, Radius, Telehousing |
| Voice/ Telephony |
Override, Preselect, IP Call termination Service, IP Call Collection Services, Voice over IP, Mobile, 13/1300/1800 numbers, 1900 Numbers, Re-bill of Primary Line |
| Video Services |
Cable TV, Video on Demand (pay per use), Satellite Internet Access and TV, Subscription Video Content |
| Point of Sale |
Sets a once off charge on the invoice for goods sold with the plan, such as equipment. Point of Sale events cause an invoice to be generated on Plan Sale creation. |
| Content |
Subscription based Services,
Usage based Services
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| Hardware Products |
Modems and Routers, Mobile Phone Handsets, Other CPE |
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The Process Manager(Process Manager) controls Service provisioning processes. Each activity is monitored from beginning to end, ensuring processes completeness, and exceptions are handled in a timely and appropriate manner. Requests and responses from the Client’s Supplier (or required manual intervention from the Client) are handled in real time to minimise the time it takes to complete a business process. Business process steps are executed, monitored, and controlled by the Process Manager (PM).
Emersion Service Management System and the Supplier specific interfaces as specified in the associated Service Schedules manage the process flow and transaction management functions and control all interactions between the Emersion and Supplier’s Systems.
The Service Management System User Interface, in conjunction with the Entity Management Systems User interface, allows the Client to submit requests for Ordering, Provisioning and management of services and monitoring of service requests that have been submitted to the Supplier.
The User interface allows for:
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Service Qualification |
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New Service Activation |
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Porting(Voice Services) |
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Churning (Data Services) |
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Change Service Components (e.g Value Added Services) |
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Terminations |
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Relocations |
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Terminations |
A New Telephony Order is a request to provision a new Telephony service to a customer’s address. This means acquiring the ULL at the customer’s premises. A New Service Order can be used when there is no existing service at the customer address, or a customer requests a new service in addition to a service they already have with you or another service provider.
Note: you cannot place a New Telephony Order without first successfully completing a SQ that confirms that a new telephony service can be provided at the specified address.
A New Broadband Order is a request to provision a new Broadband service to a customer’s address. This means acquiring the ULL at the customer’s premises. A New Broadband Order can be used when there is no existing service at the customer address, or a customer requests a new service in addition to a service they already have.
The View Bundle Sale Details page will show whether a New Broadband Order can be placed. The options that are available in the Actions drop list are based on the results of the SQ (e.g. new service, churn or port etc).
Note: You cannot place a New Broadband Order without first successfully completing a SQ that confirms that a new broadband service can be provided at the specified address.
The Service Qualification (SQ) function verifies that a Service sold can be provisioned based on the parameters required of that Service e.g. ULL (i.e. copper wire) at the customer’s address. The results of the SQ will show the available actions based on the services available at the specified address and any services already received by the customer.
A Sale for a service cannot be saved until a SQ is successfully completed that confirms that the Service can be provisioned at the customer’s address.
Due to privacy considerations, if the service belongs to another Service Provider, only minimal information will be displayed. The name and address information will only be displayed if the service already belongs to you or you performed the SQ by the customer’s address. The Phone Number or DSL Service ID will only be displayed if the service already belongs to you or you performed the SQ by the customer’s phone number or DSL Service ID.
If the address could not be found, or the SQ finds that a RBT service cannot be provisioned at the customer’s premises, a message will display showing details of why the service cannot be provisioned. The Sale will not be created. If there are any errors on the SQ, an error message will display the error details for further investigation. You will need to successfully complete a SQ to create the Sale.
A Cease Telephony Order for example is required when a customer wishes to remove or completely disconnect their existing telephony service. This will result in a full disconnect and the customer will receive no dial tone, be unable to make emergency calls and not receive incoming calls.
Cease Order Details include a Reason and the Required Date.
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