Professional Documents
Culture Documents
Publication Date
April 2007
Document Number
SVTRN-90-1097-BR3, v2.0
Disclaimer
Although every effort has been made to ensure the accuracy of the information contained in this document, Intec Billing Ireland ('Intec') makes no warranty, expressed or implied, with respect to the quality, correctness, reliability, currency, accuracy, or freedom from error of this document or the products it describes. Intec may make improvements and/or changes to the products and services described in this document at any time. Unless otherwise explicitly agreed in the licence agreement governing use of this documentation, Intec disclaims all liability for any direct, indirect, incidental, consequential, special, or exemplary damages resulting from the use of the information in this document or from the use of any products described in this document. Mention of any other product not owned by Intec does not constitute an endorsement of that product by Intec, and if such products are provided by Intec, they are provided on an 'as-is' basis without warranty of any kind from Intec. Data used in examples and sample data files are intended to be fictional and any resemblance to real persons or companies is entirely coincidental. Persons reading this document should rely on their own enquiries in making any decisions touching on their own interests.
Licence Agreement
The software described in this guide is supplied under a licence agreement and may only be used in accordance with the terms of that agreement. This documentation and products described in this document are provided under licence from Intec. It is possible that the applicable licence does not cover all the elements of functionality described in this document. If you have any questions regarding the functionality for which your site is licensed, contact your contract administrator. Confidentiality obligations set forth in the licence apply to all documentation that is marked as Intec Confidential Information.
Copyright Information
2007 Intec Billing Ireland (An Intec Telecom Systems PLC Group Company). All rights reserved. Apart from any use permitted under the Copyright Act, no part may be reproduced by any process without the written permission of Intec Billing Ireland, IDA Business Park, Dangan, Galway, Ireland. The following are trademarks of Intec Billing Ireland:
Commerce Engine The following are third-party trademarks: Microsoft is a registered trademark and Windows is a trademark of Microsoft Corporation in the USA and other countries. FrontPage is a trademark of Microsoft. TEX is a trademark of the American Mathematical Society. PostScript and Acrobat Reader are trademarks of Adobe Systems Incorporated. UNIX is a registered trademark of The Open Group. Tuxedo is a registered trademark of BEA Systems, Inc. Oracle is a registered trademark of Oracle Corporation. AIX is a registered trademark of International Business Machines Corporation. Java is a trademark of Sun Microsystems, Inc. Hyperion SQR and Hyperion Intelligence are trademarks of Hyperion Solutions Corporation. Unicode and the Unicode Logo are trademarks of Unicode, Inc.
Table of Contents
Singl.eView Product Training .................................................................................................................... 1 Contact Us ................................................................................................................................................... 1 Training Process ......................................................................................................................................... 1 Training Presentation Services Offered ................................................................................................. 2 Familiarisation Training ............................................................................................................................. 2 Training Needs Analysis............................................................................................................................ 2 Training and Development Plan ................................................................................................................ 2 Training Delivery........................................................................................................................................ 2 e-learning ............................................................................................................................................... 2 Training Assessment ................................................................................................................................. 3 Training Effectiveness Survey ................................................................................................................... 3 Training Report.......................................................................................................................................... 3 Certificate of Participation.......................................................................................................................... 3 Training Programs ...................................................................................................................................... 3 Singl.eView Convergent Billing.................................................................................................................. 4 Familiarisation Program ......................................................................................................................... 4 Customer Care Program........................................................................................................................ 4 Configuration Program........................................................................................................................... 4 Operations Program............................................................................................................................... 4 Singl.eView Process Engine...................................................................................................................... 5 Familiarisation Program ......................................................................................................................... 5 Configuration Program........................................................................................................................... 5 Singl.eView Customer Management ......................................................................................................... 5 Familiarisation Program ......................................................................................................................... 5 End User Program ................................................................................................................................. 5 Singl.eView Financial Assurance .............................................................................................................. 6 Financial Assurance Program................................................................................................................ 6 Training Modules ........................................................................................................................................ 7 Singl.eView Convergent Billing.................................................................................................................. 7 Familiarisation Program ......................................................................................................................... 7 End to End Overview.......................................................................................................................... 7 End to End.......................................................................................................................................... 7 Customer Care Program........................................................................................................................ 8 Introduction to Singl.eView Convergent Billing .................................................................................. 8 Contacts and Customers.................................................................................................................... 8 Customer Hierarchies......................................................................................................................... 9 Products, Services and Inventories.................................................................................................... 9 Queries............................................................................................................................................. 10 Date Ranging ................................................................................................................................... 10 Post Billing........................................................................................................................................ 11 Invoices ............................................................................................................................................ 11 Configuration Program......................................................................................................................... 12 Configuration Fundamentals ............................................................................................................ 12 Product Design and Configuration ................................................................................................... 12 Finance Configuration ...................................................................................................................... 13 Invoice Design Tool.......................................................................................................................... 13 Operations Program............................................................................................................................. 14 Billing Operations ............................................................................................................................. 14 Introduction to Reports..................................................................................................................... 14
Security ............................................................................................................................................ 15 Billing Administration ........................................................................................................................ 15 Singl.eView Process Engine.................................................................................................................... 16 Familiarisation Program ....................................................................................................................... 16 Terminology, Technology and Concepts ......................................................................................... 16 Complex Search............................................................................................................................... 16 Configuration Program......................................................................................................................... 17 Classes, Facts, and Interface........................................................................................................... 17 Expressions...................................................................................................................................... 17 Work Management ........................................................................................................................... 18 Triggered Operations ....................................................................................................................... 18 Scripting Tool ................................................................................................................................... 19 Business Rules................................................................................................................................. 19 Parameter Tool................................................................................................................................. 19 Menu Tool ........................................................................................................................................ 19 User Configuration ........................................................................................................................... 20 Status Tool ....................................................................................................................................... 20 Singl.eView Customer Management ....................................................................................................... 21 Familiarisation Program ....................................................................................................................... 21 Customer Management Overview.................................................................................................... 21 End User Program ............................................................................................................................... 21 Navigation and Familiarisation ......................................................................................................... 21 Managing Call Flow.......................................................................................................................... 22 Managing Workflow.......................................................................................................................... 22 Singl.eView Financial Assurance ............................................................................................................ 23 Financial Assurance Program.............................................................................................................. 23 Overview .......................................................................................................................................... 23 Error Management ........................................................................................................................... 23 GL Reporting .................................................................................................................................... 24 Configuration .................................................................................................................................... 24 Training Administration............................................................................................................................ 25 Copyright Note......................................................................................................................................... 25 Program Registration............................................................................................................................... 25 Training Location ..................................................................................................................................... 25 Training Terms and Conditions ............................................................................................................... 25 Training Administration Items .................................................................................................................. 25
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Training Process
The Singl.eView training process is divided into eight steps. Each stage of the process ensures effective, quality training.
Contact Us
Please contact the Product Training team listed below for further information on the Singl.eView training services. Toronto, Canada Tel: +1 905 944 6900
Training Delivery
The Intec Product Training team is available prior to training delivery to complete final preparations and to establish contact with key personnel. This lead time is determined by negotiations based on requirements. Training delivery consists of: Completion of Participant Attendance form Allocation of name cards for each participant A Participant Handbook for each participant Presentation of the required training program If the programs have been adapted or customised, the Intec Product Training team ensures the training materials successfully integrate your specific business requirements and are to the satisfaction of your organisation.
Familiarisation Training
This stage involves management and product overview training for project stakeholders to provide them with a high-level understanding of Singl.eView functionality. More detailed familiarisation training is available to provide your project design team with the knowledge and skills to actively participate in the design phase of the project.
e-learning
Some of our training programs are available by on-line learning or e-learning. This is an attractive alternative to classroom-based training for a number of reasons, including: Enables participants to remain productive and work actively while receiving training Substantial cost savings can be made by eliminating travel and accommodation expenses Participant progress is monitored using curriculum testing, examination and assignment work The training environment is accessible using of Citrix technology E-learning programs are web-based. Participants use their browser to navigate through course materials, complete assignments, attend synchronous meetings, and work asynchronously with classmates over the duration of the course. Note: An e-learning program is typically twice as long as the classroom based session.
Training Assessment
Training assessment is optional. If training assessment is selected, each participant is assessed on the stated module outcomes. This is in the format of a written or practical assessment and determines the level of competency. A Singl.eView Assessment Record is completed for each participant.
Training Programs
This prospectus includes training courses for: Singl.eView Convergent Billing Singl.eView Process Engine Singl.eView Customer Management Singl.eView Financial Assurance Whether you have selected our Singl.eView Convergent Billing product, or an integrated Singl.eView Convergent Billing and Process Engine business solution, we offer the following programs for training user groups across your organisation: Singl.eView Convergent Billing Familiarisation Customer Care Configuration Operations Singl.eView Process Engine Familiarisation Configuration Singl.eView Customer Management Familiarisation End User Singl.eView Financial Assurance Overview Error Management GL Reporting Configuration An outline of each training program is available to provide prospective trainees or managers with an overview of the content and purpose. Each training program contains a number of modules to be completed. Note: The durations listed may change when training programs are combined into a single training session. In addition, delivery times can vary depending on the number of participants and their involvement in the training session.
Training Report
If requested, on completion of the training program, the Intec Training Consultant completes a report evaluating the training program. This report provides a summary evaluating each participant, events occurring during the program, and their impact on the training. The report also includes copies of the Training Effectiveness survey, the Participant Attendance form, and the Participant Assessment log for accurate training records.
Certificate of Participation
If requested, on successful completion of the training program, each participant is awarded with a Certificate of Participation.
Configuration Program
The Configuration program is intended for users who want to use Singl.eView Convergent Billing to implement their business rules. The training includes design, creation, and maintenance of configurable elements. The standard program consists of the Configuration Fundamentals and the Product Design and Configuration modules, with a combined duration of 8 days for classroombased delivery. The remaining modules are targeted at specific audiences. See the Training Modules section for details. Module Name Configuration Fundamentals e-learning format Product Design and Configuration Finance Configuration Invoice Design Tool (e-learning format only) Duration 4 days 8 days 4 days 2 days 10 days
6 days
Operations Program
The Operations program covers key operational and administration aspects of Singl.eView Convergent Billing. The standard program consists of the Billing Operations, Introduction to Reports, and Security modules, with a combined duration of 2 days. The Billing Administration module targets a specific audience. See the Training Modules section for details. Module Name Duration 1 1/2 days 2 hours 1 day 1 day
Configuration Program
The Configuration program covers configuration of the Singl.eView Process Engine client application using the Configuration Workbench. Training includes design, definition, configuration, and maintenance of configurable elements in Process Engine. This program consists of 10 modules with a combined duration of 9 days. Module Name Classes, Facts, and Interface User Configuration Scripting Tool Expressions Work Management Status Tool Business Rules Parameter Tool Menu Tool Triggered Operations Duration 4 days 2 hours 2 hours 1 1/2 days 1 day 2 hours 2 hours 2 hours 2 hours 1 day
Training Modules
The following sections summarise the training modules within each program. Each module outline lists the following information: Audience Prerequisite Duration Content
End to End Provides participants with an end-to-end look at Singl.eView Convergent Billing functionality. The module includes practical hands-on exercises. Note: This module is also available in e-learning format. Audience Vice-President Directors Project Managers Key Business Stakeholders and Representatives Any person who requires knowledge of the functionality of Singl.eView Convergent Billing Prerequisites Duration None 3 days (6 days e-learning format) Content Introduction to Singl.eView Convergent Billing Using Singl.eView Convergent Billing Architecture of Singl.eView Convergent Billing Configuration and Customisation Overview of Functionality The Business Lifecycle, including: Product Development Customer Management Rating and Billing Post Billing
Contacts and Customers Identifies the purpose of contacts and customers, and how they are used in Singl.eView Convergent Billing. Audience Customer Service Representatives Customer Service Managers People who require an understanding of customer care elements in Singl.eView Convergent Billing. May include Business Analysts and Software Testers. Prerequisites Duration Content Introduction to Singl.eView Convergent Billing 4 hours Introduction to Contacts and Customers Create and Maintain Contact and Customer Records Search for Contact and Customer Details Prospect Management Account History
Customer Hierarchies Provides participants with an understanding of customer hierarchies and how they are used in Singl.eView Convergent Billing. Audience Customer Service Representatives Customer Service Managers People who require an understanding of the customer care elements in Singl.eView Convergent Billing. May include Business Analysts and Software Testers. Prerequisites Duration Content Customer and Contacts 3 hours Introduction to Customer Hierarchies Create and Maintain Customer Hierarchies
Products, Services and Inventories Provides participants with an understanding of the Singl.eView Convergent Billing product model and the activities involved in the creation and maintenance of products, services and equipment. Audience Customer Service Representatives Customer Service Managers People who require an understanding of the customer care elements in Singl.eView Convergent Billing. May include Business Analysts and Software Testers. Prerequisites Duration Content Customer Hierarchies 4 hours The Product Model Components of the Product Instance, Service, and Equipment Forms Demonstration Products Create and Maintain Product Instances View Products, Services, and Equipment Details Facility Groups Companion Products Product Moves Inventory Tasks Contracts
Queries Provides participants with an understanding of query functionality in Singl.eView Convergent Billing and workflow processes. Audience Customer Service Representatives Customer Service Managers People who require an understanding of the customer care elements in Singl.eView Convergent Billing. These people may include Business Analysts and Software Testers. Prerequisites Duration Content Products, Services and Inventories 3 hours Introduction to Queries Query Workflow, including: Create New Queries Progress a Query to a Workforce Search for Queries Update Query Progressions and Forward Queries to other Work Forces Resolve Queries
Date Ranging Provides participants with an understanding of how dates are handled in Singl.eView Convergent Billing. Audience Customer Service Representatives Customer Service Managers People who require an understanding of the customer care elements in Singl.eView Convergent Billing. These people may include Business Analysts and Software Testers. Prerequisites Duration Content Queries 3 hours Introduction Types of history records Types of record updates History Form Future date records Back date records
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Post Billing Provides participants with an understanding of payment, adjustment and treatment processing in Singl.eView Convergent Billing. Audience Customer Service Representatives Customer Service Managers People who require an understanding of the customer care elements in Singl.eView Convergent Billing. May include Business Analysts and Software Testers. Prerequisites Duration Content Date Ranging 4 hours Payments, including: Create and Maintain Individual and Batch Payments Pre-Authorised Payments Adjustments, including: Create and Maintain Individual and Batch Adjustments Adjustment Security Limits Treatment, including: Treatment Processing Treatment Queries Create and Maintain Treatment Details Treatment Reporting
Invoices Provides participants with an understanding of invoices and how they are applied. Audience Customer Service Representatives Customer Service Managers People who require an understanding of the customer care elements in Singl.eView Convergent Billing configuration. May include Business Analysts and Software Testers. Prerequisites Duration Content Post Billing 2 hours Introduction Invoice Data and Invoice Images Immediate Invoices Interim Invoice Invoice Formats
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Configuration Program
Configuration Fundamentals Provides participants with the ability to write and test expressions, create entity validation, define derived attributes, and create functions in Singl.eView Convergent Billing. Note: This module is also available in e-learning format. Audience Singl.eView Convergent Billing Product Administrators Partners and System Integrators Singl.eView Convergent Billing Configurers Prerequisites Duration End to End 4 days 8 days e-learning format Content Expressions Composite Data Types Entity Validation Derived Attributes Functions Dynamic Forms
Product Design and Configuration Assists participants in understanding the Singl.eView Convergent Billing product model and how to configure components related to product modelling. Audience Singl.eView Convergent Billing Product Administrators Partners and System Integrators Singl.eView Convergent Billing Configurers Prerequisites End to End Configuration Fundamentals Duration Content 4 days Introduction Product Model Structure Product Case Study Product Components Product Definitions Product Testing
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Finance Configuration Provides participants with the ability to configure financial business rules in Singl.eView Convergent Billing. Note: The maximum number of participants for this module is five (5). Audience Singl.eView Convergent Billing Configurers specialising in financial requirements Partners and System Integrators Prerequisites End to End Configuration Fundamentals Product Design and Configuration Duration Content 2 days Introduction Finance Concepts and Singl.eView Configuring Customer Accounts Configuring the GL Subsystem
Invoice Design Tool Provides participants with the ability to work with the Invoice Design Tool and its structure and layout files. Note: This module is available via e-learning format only. Audience Singl.eView Convergent Billing Administrators Singl.eView Convergent Billing Configurers, including Partners Prerequisites End to End Configuration Fundamentals Customer Care and Finance Configuration Product Design and Configuration Duration Content 10 days e-learning format Introduction Invoicing and the Invoice Design Tool Using the Invoice Design Tool Creating an Invoice Format Using XML for Singl.eView Convergent Billing Invoice Design Tool
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Operations Program
Billing Operations Provides participants with a thorough investigation of Billing Operations in Singl.eView Convergent Billing. Audience Billing Operations Administrators System Administrators Prerequisites Duration Content End to End 1.5 days Rating and Billing Overview Schedules and Tasks Rating Process Billing Process
Introduction to Reports Introduces participants to the reporting functionality in Singl.eView Convergent Billing, and to introduce the report development process. Audience Billing Operations Administrators System Administrators Prerequisites Duration Content End to End 1 hour Introduction to Reports Running and Managing Reports Custom Reports Report Parameters Report Format Reports Provided with Convergent Billing Developing Reports using Hyperion SQR Report Configuration
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Security Provides participants with an introduction to the concepts and implementation of security in Singl.eView Convergent Billing. Audience Billing Operations Administrators System Administrators Prerequisites Duration Content End to End 2 1/2 hours Introduction to Security Convergent Billing Security Model Model Components, including: Form Roles Function Roles Groups Work Forces Profiles Operators
Billing Administration Provides participants with an understanding of the directory structure of a Singl.eView Convergent Billing implementation and the operations and housekeeping tasks to maintain and monitor the system. This module is demonstration only. There are no hands-on exercises for participants. Audience Singl.eView Convergent Billing Administrators UNIX System Administrators Database Analysts Production Support Staff Prerequisites Hands-on experience using Singl.eView Convergent Billing UNIX experience End to End Billing Operations Duration Content 1 day General Overview of Singl.eView Convergent Billing Architecture System Administration System Housekeeping Tasks Billing and Rating Server Configuration Managing the Rating Process Managing the Billing Process Production Scheduling
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Complex Search Provides participants with the ability to use advanced search techniques for Singl.eView Process Engine. Audience Project Managers Key Business Stakeholders and Representatives Prerequisites Knowledge and experience of Windows Customer Management Overview Duration Content 2 1/2 hours Introduction Complex Search Definition Search with Association Criteria Save and Retrieve Searches
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Configuration Program
Classes, Facts, and Interface Provides participants with the ability to create and manage classes, facts, and interface design components. Audience Singl.eView Process Engine Administrators and Configurers Windows Experience Convergent Billing Configuration Program Customer Management Overview Duration Content 4 days Introduction - Classes, Facts, and Interface Review Class and Data Tool Fact Tool Interface Design Tool Shared Classes
Expressions Provides participants with the ability to write expressions to support business processes. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Classes Facts and Interfaces Duration Content 1 1/2 days Expression Syntax Language Expression Types and Syntax Building Expressions Reserved Words Expressions in Fact Derivations Expressions in Searches Expressions in Rule Validations Expressions in Triggers, Filter Searches, and Parameters Performance
Prerequisites
Prerequisites
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Work Management Provides participants with the ability to configure actions, notifications, escalation policies, and merge definitions for a work management solution. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Triggered Operations Duration Content 1 day Introduction Work Management Review Workflow Tool Notification Tool Escalation Policy Tool Merge Definition Tool
Triggered Operations Provides participants with an understanding of the trigger functionality and how it is used to support business processes. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Classes Facts and Interfaces Expressions Duration Content 1 day Introduction Trigger Tool Familiarisation Maintenance Create a Trigger EPM Usage in Process Engine EPM Wrapper Functions Debugging EPM Trigger Events Triggers in the Interface Design Tool Configuration Spreadsheet
Prerequisites
Prerequisites
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Scripting Tool Provides participants with the ability to design and configure scripts for use by CSRs. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Triggered Operations Duration Content 2 hours Introduction Review of Scripts Scripting Tool Familiarisation Script Maintenance Script Creation Business Rules Provides participants with the ability to design and configure business rules. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Expressions Duration Content 2 hours Introduction Familiarisation Business Rule Maintenance Business Rule Creation
Parameter Tool Provides participants with an understanding of parameters and how they can be used to simplify configuration expressions. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Expressions Duration Content 2 hours Introduction Parameters Familiarisation Maintenance Creation Menu Tool Provides participants with the ability to configure and maintain menus in the Process Engine client. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Classes, Facts and Interface Duration Content 2 hours Introduction Defining a New View Familiarisation Maintenance Creating a Menu
Prerequisites
Prerequisites
Prerequisites
Prerequisites
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User Configuration Provides participants with the knowledge to configure security that meets the internal requirements of the organisation. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Customer Management Overview Duration Content 2 hours User Configuration Review User and Security Tool Familiarisation User and Security Maintenance User and Security Creation User Configuration Summary
Status Tool Provides participants with an understanding of how status can be used to control Process Engine object records. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Classes Facts and Interfaces Expressions Duration Content 2 hours Introduction Status Functionality in Process Engine Familiarisation Status Maintenance Creating a Status
Prerequisites
Prerequisites
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Duration Content
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Managing Call Flow Provides participants with the ability to use Singl.eView Customer Management to successfully manage call flow activities in a call centre. Audience Customer Service Representatives Customer Service Managers People who require an understanding of the customer management functionality of Singl.eView. Prerequisites Convergent Billing End to End or Convergent Billing Customer Care Navigation and Familiarisation Duration Content 2 days Overview of Standard Call Flow Contacts and Customers Customer Hierarchies Date-ranging and Summary Views Products, Services, and Equipment Order Creation and Maintenance Product Maintenance Issues Customer Service Issues Troubleshooting Issues Billing Issues Payments Treatment
Managing Workflow Provides participants with the ability to successfully manage call centre tasks from creation to completion. Audience Customer Service Representatives Customer Service Managers People who require an understanding of the customer management functionality of Singl.eView. Prerequisites Convergent Billing End to End or Convergent Billing Customer Care Navigation and Familiarisation Managing Call Flow Duration Content 1/2 day Introduction Search for Actions View Actions Complete Actions Get the Next Action Manually Create an Action Action Groups Campaigns
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Duration Content
Duration Content
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GL Reporting Introduces participants to using aggregates and searches to view Accounts Receivable Subledger data, Sales Journal data, and payments, and to generate reports. Audience Prerequisites Finance personnel Financial Assurance Overview and Convergent Billing Finance Configuration. 1/2 day Introduction to GL Reporting Generating GL Reporting Aggregates Account Receivable Subledger Sales Journal Payments Reporting
Configuration Assists participants in understanding the Financial Assurance architecture and how to configure components. Audience Prerequisites Financial Assurance configurers Financial Assurance Overview; Convergent Billing Configuration Fundamentals; Process Engine Classes, Facts, and Interface. Note: Convergent Billing Finance Configuration is recommended for configuration of GL Reporting. Convergent Billing - Billing Operations is recommended for configuration of Error Management. Duration Content 1 day Understanding the Financial Assurance Architecture Setting up Options and EPM Functions Creating Aggregate Definitions Configuring the Aggregate Viewer Configuring Reporting Framework Options
Duration Content
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Training Administration
Copyright Note
All rights reserved. Neither the program material of the Singl.eView Training modules or any part of it may be copied or reproduced in any form or by any means or translated into another language without prior written permission of Intec.
Program Registration
To assist with preparation and administration, customers are required to confirm the names of participants attending a training program two weeks prior to training. Confirmation may be by letter, fax, or email.
Training Location
The training location will be agreed prior to training. Costs incurred due to the location will be borne by the customer.
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