1 (Customer Care Operator) PDF

Customer Care Operator
Prepaid 4.5
User Manual
5036718/1


Document 5036718/1 Author Lorraine Bolger
Status Issued Editor Lorraine Bolger
Issue date 03.08.2007 Acceptor Lorraine Bolger

Copyright
Copyright Tecnomen Corporation 2007. All rights reserved. No part of this document
may be reproduced, distributed, stored in a retrieval system or translated into any language,
in any form or by any means, electronic, mechanical, magnetic, optical, photocopying,
manual or otherwise, without the prior written permission of Tecnomen. For additional
copies of the document, please contact Tecnomen by e-mail: document s@t ecnomen. com.
Disclaimer
Tecnomen makes no representations or warranties with respect to the contents hereof and
specifically disclaims any implied warranties of merchantability or fitness for any
particular purpose. Further, Tecnomen reserves the right to revise this publication and to
make changes from time to time in the contents hereof without obligation to notify any
person of such revision or changes.
Feedback
Tecnomen endeavours to provide accurate and useful documentation for all Tecnomen
products. To achieve this goal, the documentation group welcomes your comments and
suggestions regarding any aspect of Tecnomen user documentation. Send your comments
by e-mail to: f eedback@t ecnomen. com.
Trademarks and Registered Trademarks
Products and product names mentioned in this document may be trademarks or registered
trademarks of their respective owners.
Revision History
Version Issued Description
1 03.08.2007
First revision for Prepaid 4.5.


Copyright Tecnomen Corporation 2007 5036718/1

Preface
About This Document
The Prepaid Customer Care Operators User Manual provides descriptions and instructions
for using the Graphical User Interfaces (GUIs) provided by the Customer Care application.
Audience
This manual is intended for those responsible for day-to-day operations of the Prepaid
Customer Care system.
Notational Conventions
The following margin symbols are used throughout this document.
Margin Symbols
Notes, cautions and warnings appear to highlight important or critical procedures and tips.

Note: Used to highlight important procedures or tips.

Caution: Used to highlight procedures you must follow exactly.

Warning: Used to highlight critical procedures you must follow exactly. Otherwise, you
may experience data loss or application failure.


5036718/1 Copyright Tecnomen Corporation 2007

Manual Organisation
This manual contains six chapters:
Chapter 1, Introduction, gives a brief overview of the Prepaid system and where the
Customer Care element fits in.
Chapter 2, Basics, describes Customer Care security and the basic of the Graphical
User Interfaces.
Chapter 3, Getting Started, describes how to start, login, select modules and exit the
Customer Care system.
Chapter 4, Viewing Your Details, describes the modules and procedures required to
view your personal details and history file.
Chapter 5, Acting on Behalf of an Agent, describes the modules and procedures
required to execute operations on behalf (proxy) of an Agent.
Chapter 6, Acting on Behalf of a Subscriber, describes the modules and procedures
required to execute operations on behalf (proxy) of a subscriber.
Chapter 7 J ob Management, describes how to use Tecnomens J ob Management
System.

Contents i

Copyright Tecnomen Corporation 2007 Customer Care Operator
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Contents
1. INTRODUCTION.............................................................................................................................1
1.1. Tecnomens Prepaid Service....................................................................................................1
1.1.1. Prepaid Customer Care.................................................................................................2
1.1.2. Commonly Used Terms................................................................................................5
2. BASICS..............................................................................................................................................6
2.1. Security.....................................................................................................................................6
2.1.1. Access Security.............................................................................................................6
2.1.2. Order Generation Security............................................................................................7
2.1.3. Voucher Security..........................................................................................................7
2.2. Window Layout........................................................................................................................8
2.2.1. The Services Tree Menu...............................................................................................8
2.2.2. Customer Care Error and Informational Message Display...........................................9
2.3. Cron J ob Process Failure Notification....................................................................................10
2.3.1. SMILE Message Notification.....................................................................................10
3. GETTING STARTED.....................................................................................................................11
3.1. Starting the Customer Care Client..........................................................................................11
3.1.1. Using a Web Browser.................................................................................................11
3.1.2. Using an AppletViewer..............................................................................................12
3.1.3. Using the Windows Start Programs Menu..............................................................13
3.1.4. Using Suns Web Start Application Manager.........................................................13
3.2. Logging In to the Customer Care...........................................................................................14
3.3. Welcome to Prepaid Customer Care......................................................................................15
3.3.1. Selecting a Module.....................................................................................................15
3.3.2. Exiting a Module........................................................................................................16
3.3.3. Logging Out of Operator Functionality......................................................................16
3.4. Exiting the Prepaid Customer Care Client.............................................................................17
3.4.1. Via a Web Browser.....................................................................................................17
3.4.2. Other Environments....................................................................................................17
4. VIEWING YOUR ACCOUNT DETAILS......................................................................................18
4.1. Session Information Window.................................................................................................18
4.1.1. Personal Details..........................................................................................................19
4.1.2. User History................................................................................................................20
4.1.3. Password.....................................................................................................................21
5. SUBSCRIBER MANAGEMENT...................................................................................................23

ii Contents

Customer Care Operator Copyright Tecnomen Corporation 2007
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5.1. Subscriber Management Services Tree..................................................................................23
5.1.1. Creating a New Subscriber.........................................................................................23
5.1.2. Deleting Subscribers...................................................................................................27
5.2. Subscriber Services................................................................................................................29
5.2.1. Adding or Removing a Subscribers Service.............................................................30
5.3. Managing an Individual Subscriber........................................................................................33
5.3.1. Verifying a Subscribers Details.................................................................................34
5.3.2. Reviewing a Subscribers Account History................................................................36
5.3.3. Modifying a Subscribers Password...........................................................................45
5.3.4. Viewing or Recharging a Subscribers Account Balance...........................................47
5.3.5. Overall Balance..........................................................................................................54
5.3.6. Viewing a Subscribers Voucher Queue....................................................................54
5.3.7. Reviewing a Subscribers Current Account Details...................................................56
5.3.8. Viewing a Subscribers Usage Discount....................................................................58
5.3.9. Reviewing a Subscribers Family and Friends and Best Friend Settings.............60
5.3.10. Reviewing a Subscribers Reverse Charging Settings................................................62
5.3.11. Checking a Subscribers Settings...............................................................................64
5.3.12. Subscriber SM Account..............................................................................................78
5.3.13. Subscriber Data Account............................................................................................78
5.3.14. Subscriber MMS Account..........................................................................................78
6. ACTING ON BEHALF OF AN AGENT........................................................................................79
6.1. Verifying an Agents Details..................................................................................................80
6.2. Activating a Batch of Vouchers for an Agent........................................................................81
6.2.1. Activation Procedure..................................................................................................82
6.3. Viewing an Agents Activated Voucher List...........................................................................84
6.3.1. Viewing the Activation File.......................................................................................85
6.4. Checking Available Issued Vouchers for an Agent ...............................................................86
6.4.1. Viewing Available Issued Vouchers..........................................................................87
6.5. Issuing Boxes or Batches of Vouchers to an Agent...............................................................88
6.5.1. Issuing Procedure.......................................................................................................89
6.6. J ob Summary..........................................................................................................................92
7. J OB MANAGEMENT SYSTEM....................................................................................................93
7.1. Using the J ob Summary Window...........................................................................................94
7.2. Available J ob Management System Statuses.........................................................................94
APPENDIX A: SUBSCRIBER SERVICE AND ACCOUNT STATUS.................................................2
REFERENCES..........................................................................................................................................6

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1. Introduction
This introductory section gives a brief overview of the following:
Tecnomens Prepaid Service
The function of Prepaid Customer Care
The role of an Operator and lifecycle of a voucher within Customer Care
Commonly used terms
1.1. Tecnomens Prepaid Service
Tecnomens Prepaid system allows subscribers to pay for telephone service in advance,
eliminating the worry about the ability to pay when a bill arrives. Subscribers get
immediate service with an easy-to-use voucher system. Alternatively, they may choose to
pay by credit card.
In addition to providing subscribers prepaid credit for calls, Prepaid real-time rates the
calls and adjusts the subscribers credit balance while the call is in progress. Once the
balance is exhausted the service automatically disconnects the subscription eliminating a
common source of fraud.
During normal use when the account is in credit and the expiry date has not been reached
the subscriber can make all types of calls. Once the credit expiry date has been reached
or the credit has been used, the type of call a subscriber can make is restricted to the
Customer Care helpdesk, Interactive Voice Response Unit (IVR), and emergency number
calls.
Prepaid allows subscribers to charge their accounts using a credit card or special prepaid
telephone vouchers. Vouchers are purchased from any one of a range of retail outlets.
The vouchers have a voucher number, consisting of a serial number and a security code
under a scratch-off panel. Prepaid keeps a record of all valid voucher numbers in a voucher
management database.
If the subscriber does not pay the recharge and the reconnection fee within a time frame
specified by the network operator, the service is shutdown and the subscriber is deleted
from the database.
More detailed information is available in your Prepaid Service, Service Description
manual.

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1 GB
Twisted Pair
Connection
PSP SDP
RAID Storage
SRP
SCPs
Backup LAN

CC / SCDR Handler

Redundant LAN
Switch

Operator LAN
Clustered Nodes
Tape Backup
Cluster
Admin
Dual VPN

Dual VPN
OMC
Console Server Connections
Dual Tecnomen and Cluster Admin LAN

Operator
LAN

Customer Care Clients
MDR SMSC
Other Operator
Specific Devices
Gateway
ESN
Remote
ESN
Remote
ESN
Dual Cluster Interconnects
RAID Storage

Terminal
Server
VPN A
PUB A
VPN B
PUB B
Interconnect
Switch

Figure 1-1. Customer Care in the Prepaid System
1.1.1. Prepaid Customer Care
Tecnomens Customer Care is a multi-tier IN Service and Subscriber Configuration and
Control System. The Graphical User Interface (GUI) sub-system is a J ava based front-end.
Running on its own industry standard platform, Customer Care can support one or more IN
services executing on a clustered Highly Available (HA) environment. In the case of
Prepaid, Customer Care allows service providers to control their customers services,
manage the system users and access some additional features by means of easy to use
graphical interfaces. Tecnomens Customer Care system also includes a comprehensive
Voucher Management system, which is used to create and maintain vouchers used by
subscribers as one means of prepayment for the service
Customer Care hosts a database which contains service provider related information such
as user name, user address, total number of vouchers issued to a user, etc.. The database
also stores service independent information relating to subscribers- name, address, etc..
Note:
All service dependant information is stored on the SDP (Service Data Point).
Customer Care supports both intranet and internet access. Functionality is delivered by
means of a CORBA (Common Object Request Broker Architecture) distributed design.
Access to the system is provided via login names associated with one of the allowable user
types defined. Each user type provides access to specific areas of functionality within the
Customer Care application. The user types allowed are as follows:
Administrators

1. Introduction 3

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Voucher Administrators
Operators
Agents
1

Subscribers
Note:
The maximum number of concurrently logged in users is 100 by default.

Service subscribers can access the Prepaid system directly using the Interactive Voice
Response Unit (IVR) or by calling a Customer Care Operator, see Section 1.1.1.1 for
details on an operators role. Both accesses provide detailed account status as well as
account recharging facilities.

Administrator or
Operator
Customer Care
Server
Voucher Management
Server
Prepaid System
Voucher Administrator
or Administrator
WWW
WWW
WWW
Agent or Subscriber

Figure 1-2. High Level Customer Care Overview
1.1.1.1. The Role of a Customer Care Operator
The following diagram depicts the main tasks associated with an Operator in handling
Prepaid operation requests. These tasks include:
Acting as a proxy for both an Agent or Subscriber
Creating new Subscribers
O

Issuing and activating vouchers for Agents
Updating subscribers credit via either a voucher or credit card

1
Access to Customer Care may be available, via the Internet or Intranet, directly by Agents or by using Operator or
Administrator proxy.
O
This feature is service provider configurable, and may not be available to any or all Operators.

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Note:
The following diagram depicts section numbers relating to specific areas of this manual.

Operators
Act on behalf of a User
Voucher Status Updates
Path of Voucher
Request to use voucher, or
updatevia Credit Card.
See Section 6.2.2.
Proxy for an Agent
Voucher Issue
and Activation
requests. Refer to
Sections 5.2 and
5.5.
Distribution
Centre
Vouchers from
print shop
distributed in
boxes.

Agents
Retail Outlets
Prepaid System
Subscribers
DatabaseUpdates
Boxes and / or
Batches of issued
vouchers delivered to
Agents
Sell activated vouchers to
Subscribers
Proxy for a Subscriber
OOOO
O
O
O
O

Customer Care
Server

Figure 1-3. Path of Voucher and Role of an Operator
1.1.1.2. The Lifecycle of a Voucher
A voucher order is created in response to a shortage of a particular denomination of
vouchers O (Created). The creation order is converted into an encrypted printing order O
to be fulfilled by a contracted printing company (Printed). The order consists of line items,
which detail the vouchers to be printed along with their associated serial numbers and
security codes.
The order, once printed, is then delivered from the supplierO. The vouchers then need to
be received into the system O (Received). If the delivered vouchers are damaged or faulty
the status must be modified to Rejected O.
Once the vouchers have been booked into the system they proceed to a distribution centre
O. The responsibility for the vouchers now moves into the hands of the Operator.
Vouchers are IssuedO, and delivered to Agents in either boxes or batches when requested.
Once vouchers are in the possession of an Agent they must be ActivatedO prior to being
offered for sale to subscribers. The subscribers in turn must either contact an Operator or
use the IVR to use the vouchers (Used O) in re-charging their accounts. If vouchers are not
used before their expiry date they are automatically changed to Expired status by the
system.

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In some cases where abnormal conditions arise- such as vouchers reported lost, stolen or
damaged- manual intervention by the Administrator or Operator is required to change the
status of the vouchers to Invalid.
1.1.2. Commonly Used Terms
The following table lists most of the commonly used terms used in the Prepaid system.
Term Definition
Administrator Has unrestricted access to all Prepaid Customer Care
functionality. This functionality includes the following:
Acting as proxy for an Agent, Subscriber or Voucher
Administrator
Creating new Agents, Operators, Subscribers and Voucher
Administrators.
Creating and maintaining subscriber profiles.
Agent The retailer who sells the vouchers to the end user
(subscribers).
Batch A collection of vouchers of one denomination.
Box A collection of batches that are issued to an agent.
Operator Handles the day-to-day operations of the Customer Care
system, usually within a call-centre type environment. The
operators functionality includes: Acting as proxy for an Agent
or a Subscriber.
Proxy A user authorised to perform an operation on behalf of another
user.
Subscriber End user who avails of the Prepaid system.
Voucher A Prepaid service scratch card or other similar device with a
specific value used in the re-charging of subscribers account
balance.
Voucher Administrator A person or persons charged with managing the voucher
system. Such tasks would include creating new voucher
orders; receiving newly printed vouchers; updating voucher
status; etc.

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2. Basics
This section briefly describes the Prepaid security measures and the design of the
Graphical User Interfaces (GUIs) supplied.
2.1. Security
The following sections deal with the various forms of security within the Prepaid Customer
Care system.
2.1.1. Access Security
Prepaid Customer Care provides the following access security:
Login Name / Password
Proxy Login Management
GUI Field Access Control, see note below.
Note:
The GUI Field Access Control System also allows restrictions to be placed on access to various
functionality. These restrictions can be placed on user-types or individual users. Ask your
Tecnomen Project Engineer for details regarding access control.
2.1.1.1. Login Name / Password
Users of the Prepaid Customer Care system are assigned one of the five user types
available: Administrator; Voucher Administrator; Operator; Agent or Subscriber.
These are in turn linked to the users login name. Each of the available user types allows
access to different levels and modules of functionality. For example, a Voucher
Administrator is limited to accessing voucher management functions only.
A user must supply a valid login name and password before access to any modules of
functionality is granted. The Customer Care Server forces the user, upon first login, to
change the initial password assigned by the Administrator. All Customer Care GUI
passwords are encrypted using a one-way encryption algorithm.
All user interactions with Prepaid Customer Care are logged on an individual user basis.
Any action that modifies any of the data (i.e. name, address, creating users, using a credit
card, using a voucher, etc.) is logged in the database with a record of the user issuing the
change. In the case where an Administrator or Operator is acting as a proxy for an Agent or
Subscriber, any modifications carried out on behalf of the Agent or Subscriber are logged
in the database, along with the name of the Administrator or Operator who performed the
operation. Refer to Section 2.1.1.2 for details on proxy login management.

Note:
Logs containing subscriber call history records are also maintained. Details on viewing these logs
are available in Section 5.3.2 of this manual.

2. Basics 7

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2.1.1.2. Proxy Login Management
Administrator and Operator user types have specific functionality, which allows them the
authority to assume the identity and carry out operations, on behalf of an Agent or a
Subscriber.
In this scenario, when an Operator acts as a proxy, details are logged in the Operators
personal history file, see Section 4.1.2. Any actual operations carried out on behalf of
another User are logged under the users history files; see Sections 5.3.2, 6.3 and 6.4 for
more details.
2.1.2. Order Generation Security
Once an order has been created, the vmServer generates two (2) multi-part files
2

containing all pertinent order data (i.e. Order Number, Box details, voucher serial numbers,
denomination of vouchers, expiry date, etc.). This file data is transferred to a removable
storage device (tape or disk) and sent to the supplier for printing.
2.1.3. Voucher Security
Each individual voucher is assigned a unique serial number
3
that is used for identification
purposes throughout the system. This serial number consists of both identity code and
security code parameters. Each voucher contains an expiry date.
A Voucher Administrator has the capability to modify the status of an order, box, batch or
individual voucher, in the case of an abnormal situation arising, such as, the vouchers have
been damaged, lost or stolen. This status modification guarantees that vouchers even if
stolen will not be accepted by the system.
Voucher encryption counteracts subscriber fraud and prevents access to the voucher
numbers in the database. All voucher numbers and voucher PINS stored on the SDP
(PP_DB) and Customer Care databases (CC_DB) are encrypted. Only one user, cc_vm,
can view the decrypted versions of the vouchers and this user is the only user with access
to the vouchers. All Tecnomen APIs that access the data in the encrypted database fields
use the cc_vm user to enable them to read the encrypted data. All voucher numbers
displayed through the GUI, APIs and on the printed vouchers are the non-encrypted
version.
To further enhance voucher security, the ServerConfig setting,
maxWi l dcar dsI nVoucher Queue, can be used to disallow any customer wildcard queries. If
this parameter is set to 0, then no wildcards can be used in voucher queries.

2
File format details are available in the Voucher Administrator User Manual, Ref. /1/, Appendix A.
3
Refer to Ref. /1/, Appendix B for details on voucher serial numbers.

8 2. Basics

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2.2. Window Layout
The following is an example of a typical window, see Figure 2-1. It depicts most of the
common window features used in the actual windows provided by the Prepaid Customer
Care system.

Displayed GUI selected via the Services Tree Services Tree
Selection tabs and
menu items
Error and
informational
message display
area.
Data display
area

Display systemmessages
relating to current
session
Function
buttons
Logged in User
and Type
Use the split-pane bar to
resize the display

Figure 2-1. Sample Window Layout
Note:
Use the split pane bar to adjust the display area of either the Services Tree or GUI. Displays are
automatically reset to the default value when another option is selected.

Further details of relevant fields are displayed on individual windows.
2.2.1. The Services Tree Menu
Customer Care provides an expandableServices Tree menu to the left of all displayed
GUIs. This menu reflects the actions with which the current user has access. Options
selected via the Service Tree menu automatically display the corresponding GUI.

Note:
The Services Tree menu displayed depends on the User Type that is currently logged in.

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Use to expand or
collapse the tree
Details of current User
Displays all system
messages relating to
the current session.
Displays User Name +Type of User +Info
For example:
SampleOp(Operator) Info
Services displayed depend on the
User Type that is logged in

Figure 2-2. Sample Services Tree for a Proxied Subscriber
Note:
The User currently logged in may be either of the following:
The User who started the session, if a proxy login has not occurred
The User currently being proxied for.

2.2.2. Customer Care Error and Informational Message Display
Customer Care error and informational messages are displayed in the Error and
Informational Display area available in all windows, see Figure 2-1, and are also
available by selecting the System Messages option from the menu tree.
A comprehensive list or all error and informational messages are available in the Prepaid
Customer Care, Maintenance and Troubleshooting manual, Ref. /2/.
2.2.2.1. System Message Log
All activities per User session are logged in an easy to read colour coded system log. When
a User exits the Customer Care application the system log for that User is cleared.

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Figure 2-3. Sample System Message Log
The following colour codes are used in the log
Colour Description
Black Information messages
Red Error messages
Orange Warning message
2.3. Cron Job Process Failure Notification
A detailed list of all cron jobs is available in Ref. /2/.
2.3.1. SMILE Message Notification
A status notification procedure, using SMILE, is available for the i mpor t Subs process.
SMILE messages are sent in the event of either success or a failure of the importation
process. Refer to Using SMILE available in the Prepaid Platform Operators Manual for
details on checking SMILE messages.

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3. Getting Started
This section describes the steps required to access the system, select a module and exit the
functionality associated with Operator access into Customer Care.
The following basic steps are required:
Start the Customer Care Client
Enter a valid login name and password details
Select a module of functionality to execute from the Welcome window
Follow the instructions for each module window selected
Exit Customer Care
3.1. Starting the Customer Care Client
Depending on how the Prepaid Customer Care Client software was installed in your
environment, four (4) start-up solutions are supplied. Select which is applicable for your
environment:

Note:
Check with your System Administrator for the correct start-up procedure.

Executing Client software using a Web browser (Netscape).
Executing Client software via an Appletviewer.
Execute using the Windows Program menu option.
Execute using Suns Web Start Application Manager
3.1.1. Using a Web Browser
Caution: Check with your System Administrator to ensure that this is the correct procedure to use.
The following are the minimum system requirements:
128 MB of RAM is recommended.
Netscape Navigator 6.0 or 7.0

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Execute the following commands to start the Prepaid Customer Care client via a Web
browser on your workstation.
1. Start your Web browser (Netscape).
2. Enter the Prepaid Customer Care server name for your environment. For example,
http://<servername>/cc_client.html
Via Netscape
Replace with
actual
servername.

Figure 3-1. Entering a Sample Servername via Netscape
3. Follow the login instructions as described in Section 3.2.
3.1.2. Using an AppletViewer
A minimum of 64 MB of RAM is recommended.
1. Using the Windows Start button, select the Run option. Enter the location of the
JRE1.4\bin directory, followed by appletviewer and the location of the
Customer Care URL for Prepaid. For example:
C:\JRE1.4\bin\appletviewer http://<servername>/cc_client.html
Replace with actual
servername and
directory.
Insert c:\ JRE1.4\bin\
directory before
appletviewer.

Figure 3-2.Starting a Customer Care Client via an AppletViewer
2. Press OK when completed.
3. Follow the login instructions as described in Section 3.2


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3.1.3. Using the Windows Start Programs Menu
Execute the following commands to start the Prepaid Customer Care Client using the
Program menu option on your workstation
1. Using the Windows Start button, select the Programs -> Tecnomen -> Tecnomen
Customer Care menu path.
2. Follow the login instructions as described in Section 3.2
3.1.4. Using Suns Web Start Application Manager
Execute the following commands to start the Prepaid Customer Care Client using the
Program menu option on your workstation.
Note:
Ensure that the proper client installation process was executed prior to starting the Customer Care
Client via this method. If it was not, J ava Web Start will be unable to locate the correct directories
for starting the client. Refer to the Client Software Installation Manual for details.
1. Start the Java Web Start Application Manager using either a shortcut or via the
Windows Start button. The Java Web Start Application Manager window is
displayed.
2. Ensure the Tecnomen Customer icon is displayed. Press the Start button.

Figure 3-3. Sample Display of the Java Web Start Window
3. Follow the instructions as described in Section 3.2.


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3.2. Logging In to the Customer Care
Use the following procedure to access the Customer Care GUIs.
1. Select the File >New Session menu bar option.

Figure 3-4. Starting a New Session
2. Enter a valid User ID and Password into the displayed text fields and press OK.

Figure 3-5. Customer Care Login Window
If your name and password are entered correctly and accepted, the Welcome window is
displayed and access is then allowed to the Prepaid Customer Care system.

Note:
If your name and password are entered incorrectly, an error message is displayed in the
Error/Informational message display area.


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3.3. Welcome to Prepaid Customer Care
After a successful login the Customer Care Welcome window is displayed. This window
enables access to the various Operator functional modules.

Figure 3-6. Prepaid Welcome Applet
3.3.1. Selecting a Module
To select a module from the Services Tree, simply move the mouse cursor over your
selection and left mouse-click. This action opens the selected module and underlying
modules. The following is a brief description of the available modules from which to
select from:
Note: If required expand the menu by left mouse clicking the icon displayed on the Services Tree.

Module Name Description
<UserName>(<UserType>)Info Display current user details
Subscriber Management Create subscribers
Subscriber Services Modify services allocated to a specific
subscriber
Prepaid Subscriber Proxy for a subscriber.
Prepaid Agent Proxy for an Agent.
System Messages Display system message log.


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3.3.2. Exiting a Module
To exit a module, simply make a new selection from the displayed Services Tree.
3.3.3. Logging Out of Operator Functionality
To logout of Operator functionality select either the File >Logout menu option, or
press the button located next to the User Name(User Type) field and reply to the
displayed confirmation message.

Figure 3-7. Exit via the Menu Bar

Figure 3-8. Exiting via the X Icon

Note:
Once logged out, you must complete the login process to again access Operator functionality.

Figure 3-9. Confirming Logout Request
Refer to Section 3.4 if you are exiting the client.
Select to
logout of
current
session


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3.4. Exiting the Prepaid Customer Care Client
Select the correct exit procedure for your environment.
3.4.1. Via a Web Browser
To exit the Prepaid Customer Care system from a Web browser, simply close the browser
or select a new URL.
3.4.2. Other Environments
To exit the Prepaid Customer Care system from anything other than a browser, select the X
icon located in the top right-hand corner of the Customer Care Login window.

Figure 3-10. Exiting the Customer Care Client
Select to exit
client session

18 4. Viewing Your Account Details

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4. Viewing Your Account Details
Two options are available via the current user information option on the Services Tree:
To view details relating to your current session, refer to Section 4.1. Left mouse-click
on the <User-ID>(<User-Type>) Info branch of the Services Tree. For example,
tecnomenOper(Operator) Info
To view or modify your personal details, account history or password, refer to Sections
4.1.1. 4.1.3. Select the icon located next to your Info branch and left mouse-click
to expand the tree.

View session
details
View your
personal details

Figure 4-1. Selecting your User Information
Note:
When a proxy login takes place, the displayed details are changed to reflect the user being
proxied.
4.1. Session Information Window
The Session Information window details information relating to your current session. If
you have initiated a proxy session for another User, the information displayed will reflect
the proxy session. See Figures 4-2 and 4.3.
The following information is available in read-only format:
Field Description
User Type Type of User logged in.
Parent User ID If a proxy login has taken place, the name of
the User that called the proxy is displayed
here.
Parent User Type If a proxy login has taken place, the User-
Type that called the proxy is displayed here.
Logged in Since Displays time that session has started. If a
proxy login has occurred, the time displayed
is the start time of the proxy login.

4. Viewing Your Account Details 19

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Figure 4-2. Current Session User Details
without a Proxy Session
Figure 4-3. Current Session User Details
with a Proxy Session
4.1.1. Personal Details
To view or modify your personal details, select the Personal Details option located under
the <username>(<usertype>) Info branch of the Services Tree.

Figure 4-4. Displaying Your Personal Details
Execute the following procedure to modify your personal details:
1. Select a field to modify from the displayed options.
The following information is displayed:


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Field Description
Name User Name
Address Address of user.
Contact No. Phone number of user.
Language Language in which GUIs are displayed to
the User.
Origin Id Only displayed if User-Type is equal to
Agent. Used in voucher related
operations. Maps the User-Type to the
location where the voucher originated.
Ensures that the Agent can only view
vouchers associated with their system if
Global Voucher is enabled.
Operator Type Type of user
Authorisation Additional security password. Service
provider specific
Date of Birth Date of Birth
Social Security No Social Security Number
Education Education level
Annual Income Annual income
Employment Current employment

2. Press the Apply button to save the changes. Alternatively, to cancel the change and
return the previously saved data press the Reload button.
3. When completed another option from the Services Tree or exit this session.
4.1.2. User History
To view a Users history, select the User History option located under the
<username>(<usertype>) Info branch of the Services Tree. The User History window
displays a detailed listing of all transactions executed by the current User. The information
is displayed in descending order with the latest transactions first.

4. Viewing Your Account Details 21

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Figure 4-5. Displaying Your Transaction History
Use the Start Date and End Date fields to narrow your search criteria. When ready, press
the Load button.
The following information is displayed in read-only format:

Field Description
Date Date of transaction.
Time Time of transaction.
Transaction Details of transaction.
Result Result of transaction
4.1.3. Password
To modify your password details, select the Password option located under the
<username>(<usertype>) Info branch of the Services Tree.


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Figure 4-6. Modifying Your Password
Execute the following procedure to modify your password:
1. Enter existing password in the Old Password field.

Figure 4-7. Entering Existing Password.
2. Enter a new password in the New Password field

Figure 4-8. Entering a New Password.
3. Re-enter the new password in the Re-Type New Password field

Figure 4-9. Re-entering the New Password
4. Press Apply to save the change or Reset to cancel.
The Customer Care database is updated accordingly and a confirmation message is
displayed in the Error / Informational Message field.

5. Subscriber Management 23

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5. Subscriber Management
5.1. Subscriber Management Services Tree
5.1.1. Creating a New Subscriber
New subscribers can be individually defined to system via the Subscriber Creation
Wizard window. Select the New option from the expanded Subscriber Management
Services Tree.

Refer to Section
5.2 for details on
Services and
Accounts

Figure 5-1. Creating a New Subscriber
To create a new user, execute the following procedure:
1. Select the Language in which to display the GUIs from the drop down menu. This step
is mandatory.
2. Enter a subscriber number in the Subscriber ID field. Customer Care provides two (2)
ways to create new individual subscribers.
Enter an assigned prefix and press the GetID button
4
. This action automatically
generates the next available subscriber number from the FreeMINs table.
Alternatively, enter a subscriber number.
3. Enter the Full Name of the subscriber in the displayed text box. This step is not
mandatory.

4
New subscriber numbers are generated from the FreeMINs table in the Customer Care database. Refer to Ref. /2/ for
more details.

24 5. Subscriber Management

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4. To add a service, select the required service(s) (Prepaid, Voice Mailbox) for the
subscriber by highlighting the serviceoption in the Available Services section and
press the button. This action moves the service option to the Allocated
Services section. Alternatively, use the button to remove a service from the
Allocated Services section.
Note:
Additional information on creating a Voice Mailbox is available in the Subscriber Voice Mailbox
Provisioning Manual, Ref. /4/
5. To add an account, select the required account(s) (Event, Data) for the subscriber by
highlighting the account option in the Available Accounts section and press the
button. This action moves the account option to the Allocated Accounts
section. Alternatively, use the button to remove an account from the
Allocated Accounts section.
6. Press the Next button to move to the next page. Alternatively, press the Reset button to
clear the window.

Figure 5-2. Subscriber Creation Wizard
7. Enter the following details in the Additional Details window:
Field Description
Address Address of subscriber.
Date of Birth Select the Calendar window by moving the
cursor to the DOB filed and right mouse
clicking. Select the Day, Month and Year
values and double-click to enter.


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Field Description
Social Security
Number
Subscribers Social Security number.
Education Subscribers education level.
Phone Subscribers contact telephone number.
Dealer Name of dealer that sold subscription. No ,
(commas) are permitted as part of the dealer
information.
Annual Income Subscribers annual income.
Authenticator Additional security password. Service
provider specific.
Employment Subscribers employment.

7. Press the Next button to move to the next page. Alternatively, press the Previous
button to return to the previous window. Alternatively, press the Cancel button to abort
request and return to the Subscriber Creation Wizard window.
8. If Prepaid has been selected in Step 4, complete the following details:
Field Description
Initial Balance Initial account balance for the subscriber.
ESN No.
5
Associated phone SIM hardware number.
Dialect Male or Female voice used in IVR prompts.
Use the drop down menu to change.
Blocking Table Defines a selection of prefixes that a
subscriber may not call. Use the drop down
menu to change.
Subscriber
Class
This field can be used in the provision of a
daily fee charged to the subscriber for the use
of the service. Refer to the PreiodicFee
Process manual for further information. Use
the drop down menu to change.
Profile Name Subscriber profile ID used to associate the
subscriber with access to Prepaid service
features.
Short Message
ID
If applicable, enter the subscribers number
used in receiving short messages relating to
their account.
Expiry Date Use the Calendar window to select the
expiry date. Select the Day, Month and Year
values and double-click to enter.
Short Message
Package Id
Enter a Short Message Package ID value.

5
IMSI number may also be displayed.


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Field Description
PIN Status PIN Level selection.
Recharge
Discount on at
Sub Level
Activates Recharge Discount on at subscriber
level. Must also be activated System wide
and in the relevant subscribers profile.
Recharge
Discount
Customer specific percentage value set by
Service provider.
Family and
Friends on at
Sub Level
Activates Family and Friends on at
subscriber level. Must also be activated
System wide and in the relevant subscribers
profile.
Family and
Friends
Discount
If Family and Friends is activated at
subscriber level, the percentage entered here
overrides that set via at profile level.
Family and
Friends Expiry
Date
Use the Calendar window to select the
expiry date for the subscriber level Family
and Friends feature. Select the Day, Month
and Year values and double-click to enter.
Family and
Friends
Numbers
Use the displayed panel to add numbers to
the Family and Friends list.
Local Collect
Call on at Sub
Level
Activate the Local Collect Call Feature at
subscriber level. If selected, collect calls are
blocked.
Incoming
Collect Call
List
Enter all the pre-selected A-numbers that can
call this subscriber free-of-charge. (This
subscriber is charged for the call.) Enter a
maximum of 14 numbers in a semi-colon-
separated list.
Outgoing
Collect Call
List
Enter all the numbers that this subscriber can
call free-of-charge. (The B-number is
charged for the call.) Enter a maximum of 14
numbers in a semi-colon-separated list.
Puk1 PUK 1 number
Puk2 PUK 2 number
Sim SIM number
Loyalty Tariff
Plan on at Sub
Level
Activate the Loyalty Tariff Plan feature at
subscriber level.

9. If no further information is required, press the Finish or Next buttons and go to Step
10. To change any details previously entered press the Previous button. To cancel the
request and clear all details press the Cancel and return to the Subscriber Creation
Wizard window.


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Note:
When a new subscriber is created, a file is generated in the subFileDir directory as defined in the
Server Config Table in Ref. /3/. This file contains the subscribers MIN and ESN numbers and
Dealer information. The filename has the following format:
ADDSUByyyymmddhhmmss

10. When completed, select Apply to add to the database and return to the Subscriber
Creation Wizard window, or Cancel to abort request and return to the Subscriber
Creation Wizard window.
5.1.2. Deleting Subscribers
This section outlines how to delete a subscriber.
Note: When a subscriber is deleted, the associated CDRs are not removed from the system. A
Sub_End_Of_Life CDR (54) is generated and used as a delimiter in the event the Sub_Id
(IMSI) number is recycled.
When a subscriber is deleted, a file is generated in the subFileDir directory as defined in the
Server Config Table in Ref. /3/. This file contains the subscribers MIN and ESN numbers.
The filename has the following format:
DELSUByyyymmddhhmmss

Note:
If a subscriber is associated with a service(s), the service(s) must be removed using the
Subscriber Services window prior to deletion.


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5.1.2.1. To delete an existing subscriber, execute the following:
1. Select the Delete option from the Subscriber Management branch of the Services Tree.
2. Enter the subscriber number in theSubscriber ID field and press Next. Alternatively,
press Reset to clear the field.

Figure 5-3. Selecting a Subscriber for Deletion
3. Verify the details if OK press Delete to remove the User. Alternatively, press either
Cancel or Previous to cancel the request and return to the Delete window.

Figure 5-4. Verifying Details Prior to Deletion


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4. To confirm the deletion, press Yes. To cancel the request and return to the previous
screen press No.

Figure 5-5. Confirming the Deletion of a Subscriber
5. If Yes was selected in the previous step, an information message is displayed
confirming the deletion. Press OK to clear the information message. The following
message is displayed in the Error and Information Display area and the System Log.

Note:
When a subscriber is susccessfully deleted from the system, their associated CDRs are not
removed from the database. Instead, a new CDR #54 is generated as a marker for deletion. This
marker will also be used to delimit subscriber records should the Sub_Id (IMSI) number be
recycled. The following message is displayed as the Transaction Type in the subscribers GUI:

5.2. Subscriber Services
Services associated with a valid subscriber account can be added or deleted via the
Subscribers Services GUI by selecting the Subscriber Services option from the Services
Tree. Currently supported services are Prepaid and Voice Mailbox.

Caution:
Voice Mailbox is only supported if Tecnomens Voice Mail system has been activated at your
site. Contact your Tecnomen Project Engineer for more information.


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Accounts available
for selection.
Accounts and
Services
associated with
the Subscriber

Figure 5-3. Subscriber Services Window
5.2.1. Adding or Removing a Subscribers Service
Execute the following in order to add or delete a service associated with a subscribers
account.
5.2.1.1. Adding a Service
1. Select the Subscriber Services option from the User Management branch of the
Services Tree.
2. Enter a valid Subscriber Number in the Subscriber ID field and press Load. The
services associated with the Subscribers account are displayed.
3. If you are adding an SMMO, SMMT or MMS service for a Subscriber, then the Event
accounts must be activated for that Subscriber. To add a service, highlight the
service/account in the Available Services window and press the button.
Selecting the All option adds all the services related to the Event account.

Figure 5-4. Addint the Event Account to the Allocated Accounts

The following figure details the services available once the Event account has been
allocated for the subscriber.


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Figure 5-5. Adding Services to the Allocated Services Side

Caution:
Voice Mailbox is only supported if Tecnomens Voice Mail system has been activated at your
site. Contact your Tecnomen Project Engineer for more information.

Warning:
Ensure that the Account being provisioned matches the system setting configured
in the CGW's EventDescription.xml. Please confirm the correct setting with your
System Administrator. The normal setting here would be the 'ALL' choice. This
would indicate that the account that is being provisioned will be used by 'all' Event
based services, including SMMO, SMMT and MMS.
Only choose a specific setting, other than ALL if your System Administrator instructs
you to do this.

This action moves the selected service to the Allocated Services window

Figure 5-6. Service Added to Allocated Services Window
If required, enter the relevant subscriber details as per the displayed window. For the
Prepaid service, refer to Section 7.1.2. Otherwise, go to the next step.
To accept the change, press the Apply button. Alternatively, to cancel the request and
reload the previous settings, press the Reload button.
A confirmation message similar to the following is displayed in the Error / Informational
Message display area and logged to the System Messages log.

Figure 5-7. Confirmation Message Display


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5.2.1.2. Removing a Service
1. Select the Subscriber Services option from the User Management branch of the
Services Tree.
2. Enter a valid Subscriber Number in the Subscriber ID field and press Load. The
services associated with the subscribers account are displayed.
3. To remove a service, highlight the service in the Allocated Services window and press
the button.

Figure 5-8. Selecting an Allocated Service
This action removes the selected service from the Allocated Services window and places it
in the Available Services window.

Figure 5-9. Service Placed Back Into Available Services Window

4. To accept the change, press the Apply button. Alternatively, to cancel the request and
reload the previous settings, press the Reload button.

Figure 5-10. Confirmation Display Message


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5.3. Managing an Individual Subscriber
A facility is provided whereby you can act on behalf of the subscriber, (or proxy). This
facility allows recharging and debiting accounts, verifying account history, modifying
settings and details. The following functionality is available as a proxy:
Verifying the subscribers details
Checking account history
Modifying password details
Recharging an account
Viewing the subscribers voucher queue
Checking current account details
Checking settings
Modifying / Verifying Usage Discount, Collect Call Pre-Select and Family and Friends
values
Execute the following procedure to proxy for a subscriber:
1. Select the Prepaid Subscriber option from the Services Tree. This action opens the
Prepaid Subscriber Login window.

Figure 5-11. Enter an Existing Subscriber Number


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2. Enter a valid subscriber number in the User ID field and press OK.
3. Use the available selection options displayed via the Services Tree. Follow the
instructions within each window

Details relating to
current subscriber
Displays current
session information
Use to perform
operations on behalf
of the subscriber

Figure 5-12. Sample Subscriber Services Tree
4. When completed select another option from the Services Tree, or to exit this
subscribers session, select either the Exit Prepaid Subscriber button or use the File >
Exit Prepaid Subscriber menu option.

5.3.1. Verifying a Subscribers Details
The subscribers Personal Details option allows you to perform either a modification or
validation check to ensure that all details are correct. Use this option before executing any
procedures on behalf of a subscriber.


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Subscriber
number.
Use the scroll
bar to display
all fields.

Figure 5-13. Validating a Subscribers Personal Details
1. Enter the subscriber number in the Prepaid Subscriber Proxy Login window and press
the OK button.
2. Select the Personal Details option from the Services Tree. Verify that the details are
correct before proceeding.
3. If any of the subscribers details needs modification, complete Step 4. Otherwise go to
Step 5.
Field Description
Name Name of subscriber
Address Address of subscriber.
Contact Phone Subscriber phone number
Language Audio prompts played via IVR are played in this
language.
Origin Id Used for Global Voucher functionality. Only supported by
User Types equal to Agent or Voucher Administrator.
Operator Type Subscriber is displayed
Authorisation Can be used as an additional security password.
Date of Birth Date of Birth.
S. S. Number Social Security number
Education Subscriber education level
Annual Income Subscriber annual earnings
Employment Subscribers current employment.


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4. Enter the required changes and press the Apply button to update the database.
Alternatively, to cancel the request and return to original value, press Reload.
subscribers session, select either the Exit Prepaid Subscriber button or use the File >
5.3.2. Reviewing a Subscribers Account History
A subscriber Voice and TOCS account activity can be viewed by looking at their history
records. The Voice records detail activity such as calls completed, account recharges
attempted, etc. The TOCS records detail activity only on SM and Data accounts and
account recharges attempted, etc. The History Summary windows can be viewed in
summary or detailed fashion. The History Summary windows display a list of all
available history records for that subscriber. To get more details on a particular record,
refer to the History Details window.
Note:
History record fields displayed via the History Summary window can be switched on globally
(display) or off globally (hidden) via the CDR_TABLE_MASK parameter, contact your Tecnomen
Project Engineer. To configure this feature, refer to the Configuring Customer Care section of the
Prepaid 4.4, Client Software Installation Manual.

5.3.2.1. Voice History Summary
The following table details Voice information that is available per subscriber.
Feature Name Description
Sub Id Subscribers MSISDN or IMSI number.
Start Time Start time (seconds since midnight) of the
call.
Call Duration Duration of the call displayed in seconds.
Service Type IN Service Type that generated the CDR.
IMSI Subscribers IMSI number.
Account No. Account number assigned by the Network
Operator to the Agent for billing purposes.
Transaction Type The type of call.
Call ID Call ID. (B number, voucher serial number,
etc.) Can also contain the following if the
subscriber number has changed either using
UpdateSubs or via the IDL Gateway:
the new MIN number
the old MIN number
Final Balance Subscriber account balance on call
termination.


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Call Origin ID Identifier for the region where the call
originated.
Subscriber Class Subscriber class. Can be used in the
provision of a fee charged to the subscriber
for use of the service. Refer to Ref. /5/
periodicFee Process, Operation Manual for
details.
Profile ID Subscriber profile ID used to associate the
subscriber with access to Prepaid service
features.
Final Tariff Plan ID Tariff plan in use at the end of the call.
Expiry Type Recharge expiry date type. This feature is
subscriber profile related. Refer to the Profile
Management section for more details.
Original Called
Number
Original called number. This field is
applicable only to a diverted IVR call.
Cli Out Calling party number after translation for
international CLI identification.
Rate Name Tariff rate name applied at the start of the
call.
Discount Type Type of discount applied to call.
1 =Family and Friends
2 =Best Friend
3 =Usage Discount
Percent Discount
Applied
Percentage discount applied to call. These are
specified in whole number values, e.g. 1%,
2%. Fractional percentages (e.g. 3.5%) are
not allowed.
Operator Transaction
Type
This parameter can be used by an operator to
define unique transaction types as part of the
bank recharge facility.
Tariffing Method The tariff method employed by the call.
Operator ID The Operator ID field is used for voucher
recharge identification.
Location ID The location_id (prefixed by the msc_id) of
the A-number making the call.
MSA Name The location cell name of the A-number
making the call.


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Preferred Long
Distance Carrier
A two digit number indicating the long
distance carrier (LDC) selection. For MO
calls, the carrier prefix is selected by the
subscriber during call set-up. For MT calls,
the carrier prefix uses the preferred LDC
(default) set via the Subscriber Settings
window.
SM Delivery Method Short message delivery method via SMSC or
directly to the subscriber.
Package ID The Package ID used by the subscriber when
sending a short message.
Airtime Cost Airtime cost for the call.
Interconnection Cost Cost of interconnection (toll) for the call.
Tax Total percentage tax applied to the call.
Destination Name The name of the destination for the call.
FF Discount Family and Friends percentage discount.
Call Reference CAP2 call reference.
Additional Calling
Party Number
The CAP2 calling party number parameter.
Redirecting Number The directory number the call was redirected
from.
Calling Party Category The CAP2 calling party category parameter.
Home MSC Address The CAP2 home MSC address parameter.
Visited MSC Address The CAP2 visited MSC address parameter.
Original Dialled
Number
The original subscriber number.
Bonus Type Type of bonus applied:
0 =No bonus
1 =Bonus based on recharge
Bonus Percentage Actual bonus percentage applied. Valid
values are between 1 and 100.
Bonus Amount Value of bonus displayed in 3 or 5 decimal
accuracy.
Account Balance Delta Monetary value of the call. (Cost or voucher
value.)
Periodic Balance The periodic account balance remaining.
Periodic Balance Delta Call cost deducted from the periodic account
balance. A negative balance in this field
indicates a debit from the account. A positive
value indicates a credit to the account.


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Bonus Balance The balance a subscriber has in his bonus
account after the transaction.
Bonus Balance Delta The amount that was deducted from the
subscribers bonus balance. A negative
balance in this field indicates a debit from the
account. A positive value indicates a credit to
the account.
Data Balance The balance the subscriber has in Data
Data Balance Delta The amount that was deducted from the
subscribers Data balance. A negative
balance in this field indicates a debit from the
the account.
SM Balance The balance the subscriber has in his SM
SM Balance Delta The amount that was deducted from the
subscribers SM balance. A negative balance
in this field indicates a debit from the
the account.
Call Type Describes where the call was charged from at
the start of the call.
Air Time Charged The seconds of airtime charged for.
Toll Time Charged The seconds of toll time charged for.
Time Band The name of the timeband in which the call
was made.
Timezone Destination
Adjustment
The number of minutes by which the start
time of the call was adjusted for tariffing
purposes.
Short Message ID The short message identifier for the
subscriber originated short message.
Src Type Indicates where the CDR originated. Please
refer to Ref. /7/ Prepaid CDRs, Feature
Description for more information.
Src Info1 Used in conjunction with the Src Type.
Please refer to Ref. /7/ Prepaid CDRs,
Feature Description for more information.
Src Info2 Used in conjunction with the Src Type.
Please refer to Ref. /7/ Prepaid CDRs,
Feature Description for more information.
Itel Tax Cost The amount of Itel tax charged for the call.


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Itel Tax Time Charged The amount of time for which Itel tax was
charged.
Active Reservations
Counter
Indicates how many reservations are
currently active in this account, as follows:
0 =no active reservations
>0 =number of active reservations
-1 = active reservations unknown
Distance ID Refers to the geographical distance between
the A-number and B-number. If the Rating
using Latitude and Longitude feature is
enabled, then this field will contain a value,
otherwise this field will default to 0.
Srr ID Identity of the number range that the
subscriber belongs to. This field will contain
a value if the network is a geographically-
redundant network, otherwise, this field will
default to 0.
Loyalty Tariff Plan Id The tariff plan that the subscriber has
qualified for.
Loyalty Tariff Plan
Expiry
The date the tariff plan expires. It is only
used for cron job pp_updated_sub_data.
Call Forwarding
Reason
The reason for forwarding the call.
0 Unknown/unavailable
1 User busy
2 No reply
3 Unconditional
4 Deflection during alerting
5 Deflection immediate response
6 Mobile subscriber not reachable
Periodic Tariff Plan ID The Periodic Tariff Plan ID that was used
when deducting the call charges from the
subscribers Periodic Account.
MMS Balance The amount of balance the subscriber has in
his MMS account after the transaction.
MMS Balance Delta The amount that was deducted from the
subscribers MMS. This field can have a
negative value.


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5.3.2.2. TOCS History Summary
The following table details the TOCS information that is available per subscriber.
Sequence Number Sequence number of the CDR. Each new
CDR is allocated a number in sequence.
Subscriber Id Subscriber Id in international format
MSISDN (E. 164) without +
CDR Date Time stamp
Source Date Date
Service Type Service key value.
Transaction Type Refer to Section 6.
Correlation ID A unique client value. If not supplied field is
populated with Transaction Major Number.
Transaction Major
Number
Unique number generated by the payment
engine for correlation of CDRs.
Transaction Minor
Number
Sequential set of values used for ordering of
multipart CDRs, in conjunction with
correlation ID and Transaction Major
Number.
Source Type Indicates where CDR originated. This field
contains a number which represents the
origin of the CDR. The following values are
supported:
0 reserved, 1 scf_pp,
2 pp_update_sub_data,
3 mts_util,
4 scf_pp_gprs,
5 >19 reserved for use services group,
20 29 reserved for Customer Care group,
30 127 Reserved
Source Info 1 Is used by Services and contains information
specific to the component which originated
the CDR.
Source Info 2 Is used by Customer Care and contains
information specific to the component
(idlGateway, GUI, ccRun, other CC source)
which originated the CDR. The information
contained is the Server Type and Thread Id
information.
This is always set to a value 0 for cdrs
generated by scf_pp, pp_update_sub_data,
mts_util, and scf_pp_gprs.
Rate Name Tariff Rule


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Tariff Plan ID Tariff plan used as a basis for the charge.
System Tax The amount of system tax charged (if any).
Expressed as a percentage.
Location Tax The amount of location tax charged (if any).
Service Tax The amount of service tax charged (if any).
Billing Event ID 300 =Mobile Terminated Short Message
Time Band Group ID Time band Group ID
Service Category ID As per Call Category ID.
Operator ID If a customer care operator acts as proxy to
recharge a subscribers account this field is
used to identify which operator performed
the recharge.
Operator Transaction
Type
Identifier (number) passed from client to
mark CDR with foreign key defined by
customer.
Account Number This is the subscribers account number as
read from the database.
Subscriber Class This is the subscriber class value used with
rate name to determine the cost of the call or
event.
Profile Id This is the subscriber profile ID of the calling
or called party at the time of the call or event.
Options Array As per Subscriptions: Subs level options
settings
Service Fee Date Date of Daily fee application.
Suspended Date Date account is suspended for fraud or by
Customer Care.
Frozen Date Date count is frozen by Customer Care
Group Type Type of account: Corporate, Community,
Closed User Group.
Group ID Id of group for Group type.
Rule Discount Amount The size of the rules discount awarded.
Rule Discount Units 0 =percentage.
Rule Discount Name The name of the rule that awarded the
discount.
Discount Amount 0 The size of the F&F discount awarded.
Discount Units 0 The discount scheme ID.


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Discount Amount 1 The size of the usage discount awarded.
Discount Amount 2 The size of the group discount awarded.
Account Type Type of account e.g. Main =0, SM =1,
Data=2.
Account Status The current status of the account.
Balance Type Balance [0 to 5]
Package [0 to 13]
Balance Def ID 0 means its a Balance, else it is the
Pkg_def_id from the package entry
Balance Amount Final Balance
Balance Units Currency Code
Balance Delta Records the amount that was debited/credited
to the subscribers account.
Reservation Count Reservation count.
Extra Info Extra information.
5.3.2.3. Voice/TOCS History Summary Window
The Voice/TOCS History Summary window displays a summary of the transactions
associated with the subscriber.
Note:
History record fields displayed via this window can be switched on globally (display) or off
globally (hidden) via the CDR_TABLE_MASK parameter, contact your Tecnomen Project
Engineer. To configure this feature, refer to the Configuring Customer Care section of the
Prepaid 4.4, Client Software Installation Manual.


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Use the column
separators to increase
or decrease the width
of the column.
To display a detailed
CDR, highlight in
table and press
Details .
Use scroll bar
to display all
columns.

Figure 5-14. Displaying a Summary of a Subscribers Voice History Records
To view a subscribers Call History Voice/TOCS records, execute the following:
the OK button.
Caution:
Ensure that the subscribers details are verified before proceeding, see Section 5.3.1 for details.
2. Select the History Summary option from the Services Tree. Use the scroll bar to
display all call history information.
3. To get more details on a particular record, highlight the record and either double left
mouse-click or press the Details button. Refer to the History Details window for more
information.
subscribers session, select either the Exit PrePaid Subscriber button or use the File >
5.3.2.4. Voice/TOCS History Details Window
Details of a particular history record can be viewed via the Voice/TOCS History Details
window. Two ways of accessing the window are possible, select an entry from the History
Summary window, or select the History Details option from the Services Tree.


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Open record / Total
number of records
Move to last
record
Move to first
record
Move to next record

Figure 5-15. Subscriber Call History Details Window
To view a subscribers history record in detail, execute the following:
the OK button.
Caution:
2. Select the Voice/TOCS History Details option from the Services Tree. Use the scroll
bar to display all history information. The display defaults to the first record in the file.
Alternatively, you may select a record from the History Summary window.
3. Use the selection buttons to navigate through the records.
5.3.3. Modifying a Subscribers Password
Password modification is carried out via the Password window. Select the Password
option from the active Subscribers Services Tree.


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Figure 5-16. Modifying a Subscribers Password
5.3.3.1. Modification Procedure
Execute the following to modify a subscribers password.
1. Enter the subscriber number in the Prepaid Subscriber Proxy Login window and
press the OK button.
Caution:
2. Select the Password option from the Services Tree.
3. Enter the new password in the New Password field, and re-enter the new password in
the Re-Type New Password field.
4. To confirm the change, press Apply. Alternatively, to cancel the change press Reset. If
accepted, the following confirmation message is displayed.

Figure 5-17. Password Changed Confirmation Message


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5.3.4. Viewing or Recharging a Subscribers Account Balance
The Account Balance window is used for both viewing a subscribers current account
balance(s), and also for recharging any of the displayed balances, or crediting or debiting
any of account balances via Direct Fund Transfer.
Subscribers can recharge their accounts (Main Account, Bonus Account, Data Account and
or Short Message Account) via two of theoptions provided:
Voucher, supports the crediting of one or all accounts from a single voucher, refer to
Section 5.3.4.1
Credit Card , supports the crediting of the Main Account only, refer to Section 5.3.4.2
The third option, Direct Fund Transfer, see Section 5.3.4.3, is used for refunding or
debiting of a subscribers Main Account balance without affecting their tariff plan.

Note:
Subscribers may also recharge accounts via the Payment Interface. This is an additional feature,
and may or may not be installed on your system. Refer to Ref. /8/ Payment Interface, Technical
Description for details.

Total
Available
Balance in
Account
Balance of
voucher
currently in
use
Select a
Recharge
Method
Select to
debit or credit
a subscribers
account.
Amounts can
be added or
deducted.

Figure 5-18. Viewing or Recharging a Subscribers Account Balance


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The following Main Voice balance field information is displayed.
Field Name Description
Main Balance Current balance of the Main Account.
Main Reservation
Amount
This is the amount of credit in the Main voice
balance that is reserved for ongoing calls.
Current Voucher
Balance
Balance of voucher currently in use.

The following subscriber Account Balances can also be viewed and recharged.
Balance Description
Data Balance Current balance of the Data Account if
activated for the subscriber.
Periodic Balance Current balance of the Periodic Account if
activated for the subscriber. This account is
not recharged via this window and is for
display purposes only. Refer to the Periodic
Account Balance, Feature Description for
more information.
SM Balance Current balance of the Short Message
Account is activated for the subscriber.
SM Bonus Balance This is the value of the Bonus for the SM
Account.
Bonus Balance Current balance of the Bonus Account if
activated for the subscriber.
Data Bonus Balance This is the value of the Bonus for the Data
Account.

If Voucher Type Tariffing (VTT) is on, a subscriber may have a maximum of eleven active
vouchers (current voucher +10 queued vouchers) associated with their account at any one
time. Voucher Tariff plans, if applicable, are applied in a First In First Out (FIFO)
scenario.
Note:
Voucher Type Tariffing is only associated with the Main Account.

Caution:
If modifying a subscriber from a profile with VTT active, to a profile with VTT inactive, then the
subscribers voucher queue must be cleared. Ensure that the Clear Voucher Queue option is
selected via the Subscriber Settings Miscellaneous window. No balance information is lost,
but all associated voucher queue details are deleted.


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Note: If a subscribers Main Account balance goes below a Service provider configurable threshold,
a call blocking procedure is initiated. Refer to the Mediation Device Router, Operation
Manual for details on call blocking.
After a successful recharge of the Main Account, and providing that the SMS Blocking feature
is active both system wide and in the subscribers profile, an enable_sms message is sent
from the Mediation Device to the HLR to allow subscribers send Mobile Originated Short
Messages.
If a subscribers balance exceeds the allowable threshold, the subscribers Service Status will
be changed to Suspended.

Voucher Type Tariffing is configured system-wide via the vttVersion
6
entry in the
ServerConfig table to support one of the following versions:
Voucher Type Tariffing Standard
Voucher Type Tariffing Autocontrol

Voucher Type Tariffing Standard
Note:
Must be enabled system-wide via the voucherTariffing entry in the ServiceConfig table, set to a
value of 0 in the vttVersion
6
entry in the ServerConfig table, and enabled in the subscribers
profile via the VoucherTypeTariffing parameter.

If Voucher Type Tariffing - Standard is activated, the Tariff Plan placed into the voucher
queue is set by the individual vouchers assigned Tariff Plan which is taken from the
TVMActiveVoucher Table.
Further restrictions on the use of vouchers may also be applied using the Voucher
Recharge by Profile ID.
Voucher Recharge by Profile ID is based on the premise that each subscriber has a Profile
ID associated with his or her account. For example, IDs such as Lite or Frequent are
examples of Profile IDs. When a subscriber attempts to recharge his or her account by
voucher, the subscribers profile is checked against the Profile_ID column in the
VoucherType table to ensure that this particular Profile ID is allowed to use this voucher.
If the subscriber attempts to use a voucher not associated with their profile ID an error
message is issued.
If no entry is found in the Profile table for the subscribers profile, and no default profile
entry exists, then the recharge attempt will fail.
Voucher Type Tariffing Autocontrol
Note:
Must be enabled system-wide via the voucherTariffing entry in the ServiceConfig table, set to a
value of 1 in the vttVersion
6
entry in the ServerConfig table and enabled in the subscribers
profile via the VoucherTypeTariffing parameter.

6
The vttVersion and pftVersion in the ServerConfig table must have the same value associated with each entry.


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With VoucherType Tariffing Autocontrol activated, the Tariff Plan placed on the
voucher queue is set by the Tariff Plan found in the VoucherType table, and this is based
on a lookup of the table using the voucher face value and subscribers Profile ID.

Note: Voucher assigned Tariff Plans are not used if the vttVersion is set to 1

If an entry is not defined for the voucher face value or subscribers Profile ID in the
VoucherType table, then a zero (0) Tariff Plan ID is placed in the voucher queue for that
recharge. Therefore, when this voucher is selected for use, the Service Logic Processes
(SLPs) will use the subscribers profile associated Tariff Plan when charging for the call.

5.3.4.1. Recharge by Voucher
Tecnomens Multiple Account Balance feature supports the use of up to 4 account
balances, supporting the use of Voice, Data, Short Message and Bonus type accounts. Each
voucher has an associated balance, or balances, which are used to recharge specific
accounts. For example, a voucher could have a Main Account value of 10 credits, a Data
Account value of 5 credits, and a Bonus Account value of 10 credits. When the voucher is
used for a recharge, each of the respective balances in the database are updated with the
account values on the voucher, and the updated balances are displayed in the Account
Balance window.
To recharge an account by voucher, execute the following procedure. Refer to Section
5.3.4 for more information on voucher recharging features, such as Voucher Type
Tariffing functionality.

Note: Non-voucher recharges such as Credit Card and the Payment Interface operation
onlineFundTransfer are stored as dummy vouchers in the subscribers queue with a Default
Tariff Plan (0).
the button.
Caution:
2. Select the Account Balance option from the active subscribers Services Tree.
3. Select the Voucher tab.
4. Enter the Voucher Serial Number in the field provided:

Note: Vouchers may contain up to four account values (see above for details).


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Figure 5-19. Entering the Voucher Details
Note:
To cancel the request or change information already entered, press the Reset button to clear all
fields. All details must be re-entered.
5. Press the Use Voucher button.
6. If the voucher is accepted, the relevant account balance field(s) are updated. A CDR
record is generated and will appear in the History Summary window.
Note:
If the voucher is not accepted or has been previously used, a status message is returned. This
message includes details on who previously used this voucher number.

Note:
The following CDR Transaction Types are generated by the payement Engi ne for
Voucher recharge operations and appear in the subscribers history window:
72 START_OF_VOUCHER_RECHARGE
73 END_OF_VOUCHER_RECHARGE
Both CDRs contain the Sub_id and Voucher number details.

5.3.4.2. Recharge by Credit Card
Note: Authentication of Credit Card details is outside the scope of the Tecnomen Prepaid
System and must be obtained from the Credit Card issuer.

To recharge a subscribers account by Credit Card, execute the following procedure:
the OK button.
Caution:
3. Press theCredit Card tab.


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Figure 5-20. Selecting the Credit Card Update Option
4. Enter the Credit Card number
7
. Use the drop down menu to select a value and credit
card type and enter an authorisation code.
Caution:
Authorisation Code must be obtained from the Credit Card issuer prior to pressing the Use Card
button.
5. Set the Credit Card expiry date. To modify the Expiry Date, select the down arrow to
open the Calendar window. Select the required Month, Year and double left mouse-
click on the Day to set.

-
Reset to current date
Select Month and Year
parameters
Double left-mouse
click to set date

Figure 5-21. Select Expiry Date Details
Note:
To cancel the request or change information already entered, press the Reset button to clear all
fields. All details must be re-entered.
6. When completed, press the Use Card button.
7. If the update is accepted theAccount Balance field is updated. A CDR record is
generated and will appear in the History Summary window.

7
By default the Credit Card number validation process is Off. If it was On, the process uses the Luhn validation technique
which validates the credit card number. Based on this number, the type of credit card is determined. The Customer Care
client validation process supports the following credit card types: Visa, Mastercard, American Express, En Route/Carte
Blanche and Diners Club. Refer to your Client Software Installation Manual for more details on the Luhn technique.


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5.3.4.3. Refunding or Debiting a Subscribers Account
The Direct Fund Transfer option allows the refunding or debiting of a subscribers
account balances without affecting their tariff plan. Amounts are added or deducted from
their current active tariff plan.
Note:
The subscribers account balance is adjusted within the system limits set in the
Max_credit_balance, Min_credit_balance and Max_charge_value, within the
Max Defines Table in the PP_DB.

Execute the following procedure to refund or debit a subscribers account balance.
3. Select the Direct Fund Transfer tab.
Enter a minus sign (-)
before the amount in
order to deduct froman
account.

Figure 5-22. Crediting or Debiting an Account via the Direct Fund Transfer
4. Enter the amount to credit or debit from the account. If you are debiting a subscribers
account place a minus sign (-) before the amount. Press the Transfer button to adjust
the account balance. Alternatively, press the Reset button to clear the amount field and
cancel the operation.
5. If the update is accepted theAccount Balance field is updated. A CDR record is
generated and will appear in the History Summary window.


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5.3.5. Overall Balance
The Overall Balance window consists of all the balances for the different units of currency
that exist (SMs, Money and Bytes). If using the TOCS then each of the currencies in the
CurrencyConversionRate table in PP_DB are added to the list. In the figure below, there
are 5 units. From the Subscriber and SubscriberAccount tables, each balance is added
together for each of the currency/unit returned. All money (e.g. main voice balance) is
assumed to be unit0. If the subscriber is not using TOCS, then only one currency will
appear, the default currency and all balances will be summed to this.

Figure 5-23. Prepaid Subscriber Overall Balance
5.3.6. Viewing a Subscribers Voucher Queue
A subscriber can have a maximum of 11 active vouchers. These vouchers are the current
voucher and 10 queued vouchers. When a vouchers value is used, the next one is pulled
from the queue.
Non-voucher recharges, such as bank charges and credit card charges are stored as dummy
vouchers in the voucher queue. The default Tariff Plan associated with the subscribers
profile is applied to non-voucher recharges.


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Figure 5-24. Viewing a Subscribers Voucher Queue
5.3.6.1. Procedure to View a Subscribers Voucher Queue
Execute the following procedure to view a subscribers voucher queue:
Caution:
2. Select the Voucher Queue option from the active subscribers Services Tree. The
following is displayed in read-only format.

Voucher Value The monetary value of the voucher.
Tariff Plan Id The Tariff Plan ID associated with this
voucher.
Voucher Expiry
Date
The expiry date of this voucher.
Voucher Type Type of voucher.
0 =normal voucher
1 99 =short voucher (promotional voucher)



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5.3.7. Reviewing a Subscribers Current Account Details
The Account Details window displays all the details regarding a subscribers account.
Select the Account Details tab and follow the instructions outlined below.

Figure 5-25. Viewing a Subscribers Current Account Details
5.3.7.1. Reviewing / Modification Procedure
To inquire on a subscribers account details or to modify the Service Status field, execute
the following procedure:
the OK button.
Caution:
Ensure that the subscribers details are verified before proceeding, see Section 5.3.1. for details.
2. Select the Account Details option from the active subscribers Services Tree.
3. The subscribers details are displayed as follows:


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Figure 5-26. Subscriber Account Details

All fields are described in the following table:
Field Name Description Modified By
Credit Expiry Date Date of Expiry of Credit in Subscriber Account Database
Account Status Current status of account. The following are valid
entries:
First Time User, Normal User, Recharge Expired,
Disconnected and Shutdown.
Database
Total Minutes Used Total number of seconds used by a subscriber on
the network. This value is reset monthly.
Database
Total Amount Used Total amount of credit used. Database
Subscriber Class Subscriber class can be used in the provision of a
fee charged to the subscriber for use of the service.
Subscriber Class consists of 3 options; Any User,
Light User and Heavy User.
Administrator
Service Status Current status of the users service.
Service Status:
Inactive
Service is currently inactive.
Service Status:
Active
Service is currently active.
Service Status:
Suspended
An Operator has suspended the subscribers
service.
Operator
Service Status:
Stolen
An Operator has marked the subscribers service
as Stolen.
Operator
Service Status:
Suspended by
Fraud
Suspend due to consecutive failed attempts to
recharge accounts, or persistent attempts to use
spent or non-issued vouchers
CC Server/
Prepaid Server
Service Status:
Suspended by
Errors
CC server suspends when subscriber is logged in
and commits a greater number of GUI errors than
allowed.
CC Server/
Prepaid Server


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Field Name Description Modified By
Service Status:
Suspended by Max
Balance
CC server suspends when subscriber account
balance exceeds the maximum balance allowed.
CC Server/
Prepaid Server
Service Status:
Suspended by PIN
CC server suspends when subscriber enters a
configurable number of invalid PIN number
attempts. PIN security is not supported in IS-41P
networks.
CC Server/
Prepaid Server
Service Status:
Frozen (Blocked)
Suspended by subscriber by contacting Help Desk
and placing account into Frozen / Blocked Status.
Any transactions regarding the subscriber account
are blocked during the period the subscriber is in
this status. Calls are restricted to Emergency calls
and Help Desk calls.
Operator
Account Status
Changed
The latest date on which the subscribers account
status changed.

4. If a subscribers Service Status needs modification, complete Step 5. Otherwise go to
Step 6.
Note:
Prior to changing a subscribers Service Status, ensure that the cause of the problem is
investigated.
5. Select a status from the available options and press the Apply button. Alternatively, to
cancel the request and return to original value, press Reload.

5.3.8. Viewing a Subscribers Usage Discount
A discount based on the subscribers usage rewards heavy users by applying a lower tariff
plan on their Mobile Originated calls for a specific period of time. If a subscriber meets the
criteria set, then the Usage Discount Active tick box is automatically selected and the
Expiry, Minutes Used and Balance Used fields are completed. To open the Usage Discount
window, select the Usage Discount option from the Services Tree.
Note:
Refer to Ref. /3/, Profile Management and Server / Service Configurations sections for more
information on setting the Usage Discount parameters.


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Automatically
selected if Subscriber
qualifies for a Usage
Discount

Figure 5-27. Sample Usage Discount Window
5.3.8.1. Procedure to View a Subscribers Usage Discount
Execute the following procedure to view a subscribers usage discount:
Note:
The Usage Discount feature must be activated at both System and Profile level. The following is
displayed if the Usage Discount feature is not available for the selected subscriber:

Caution:
2. Select the Usage Discount option from the active subscribers Services Tree.
3. If the subscriber has met the usage discount criteria, the following fields in the window
are completed.
Usage Discount
Active
Usage Discount must be active both
System-wide and in active profile. This
tick-box is set automatically by the system
if the subscriber has qualified for a usage
discount. Usage criteria is set via the
Services Table on the SDP.
Expiry Date that Usage Discount will expire for the
subscriber. Displayed in Read Only format.
Minutes Used Current minutes used. Must exceed set
criteria in order to receive a usage discount.
Displayed in Read Only format.
Balance Used Current credit balance used. Must exceed
set criteria in order to receive a usage
discount. Displayed in Read Only format.


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5.3.9. Reviewing a Subscribers Family and Friends and Best Friend Settings
The Family and Friends tariffing feature provides a means of rewarding subscriber
loyalty by allowing discounts on call tariffs to phone numbers defined by the subscriber.
These phone numbers would predominately be the subscribers most frequently called
numbers. If activated, a greater discount is applied to one (1) number via a Best Friend
option, which is selected by means of a radio button.
Family and Friends Subscriber Level settings can be configured via Section 5.3.8.1.4.
The following table depicts the configuration settings and available tariffing options based
on the settings chosen:
Family & Friends Configuration Tariffing
F & F
enabled in
Service
Config
F & F
enabled in
Subscriber
Profile
F & F
enabled in
Subscriber
sub_options
Subscrib
er.FF_Di
scount
applied
Voucher
Type
Tariffing
Charged
as
Normal
Call
Tariff taken
from
Discount
Scheme
table
Tariff
taken
from
Subscribe
r.FF_Disc
ount
Tariff
taken
from
Profile
Feature
Table
0 / / / /

1 On / / /

2 On On >or =
0%
/

2 On On 0% Off

2 On On 0% On

3 On On >or =
0%
/

3 On On 0% On/Off

Subscriber Family and Friends discount applied percentages:
% Discount Description
0% If Subscriber.FF_discount is 0%, apply a profile Level F&F
tariff plan id for the call.
>or =0% If Subscriber.FF_discount is >or =0% apply the actual
discount to the Airtime Charge (not the interconnection charge)
for the call before the Tax is added.

A maximum of fourteen (14) numbers per subscriber may be entered into the database.


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Note:
Refer to the Service Configuration section of Ref. /3/ for details on modifying the number of
Family & Friends fields to display via the GUI.

Allow an
additional special
call rate discount
for one number
selected via the
Radio button.
Use the Radio
button to select
as 'Best Friend'
Phone number
entry fields.
Maximumto
display is 14.

Figure 5-28. Viewing Family and Friends Selections
5.3.9.1. Creating or Modifying Phone Number Entries
Execute the following procedure to create or modify the Family and Friends and / or
Best Friend phone number entries:

Note:
The Family and Friends and the Best Friend features must be activated both at System and Profile
level. The following is displayed if Family and Friends is not available for the selected subscriber:

the OK button.
Caution:
2. Select the Family and Friends option from the active subscribers Services Tree.
3. The window display supports both the Family and Friends and the Best Friend
features.
4. To add a new number select a blank entry field and enter the phone number. If the Best
Friend radio button is selected next to the field you are entering the number into, the
number is also automatically entered into the Best Friend field.
Note:
If all the number fields are full, you must delete a currently displayed number in order to add the
new number. To do this, highlight the number field to delete and enter the new number in its
place.


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5. If required, the Best Friend selection may be changed by selecting the radio button
located next to the appropriate number field
6. Press the Apply button to accept. Alternatively, to cancel the request and return to
original value, press Reload.
5.3.10. Reviewing a Subscribers Reverse Charging Settings
Collect Call Pre-Select (Reverse Charging) allows subscribers to select in advance other
subscribers who may call them free of charge. Each Prepaid subscriber has two lists:
Incoming Collect Call List: contains all the pre-selected A-numbers that can call
the B-party where the cost of the call is payable by the B-party.
Outgoing Collect Call List: contains all the B-numbers that each nominated Prepaid
A-party can call free charge, i.e. the B-party is charged for the call.
The numbers in the Incoming Collect Call list are supplied by the paying subscriber. The
Outgoing Collect Call list is populated by the operator for each nominated Prepaid A-party.
Each list can have a maximum of 14 numbers.
A Prepaid subscriber may wish to use the Family and Friends feature and the Collect Call
Pre-Select feature simultaneously and may have very similar entries on the family and
friends list and the collect call lists. It can be configured, system-wide via the Service
Configuration screen, which feature takes precedence. For more information about the
Collect Call Pre-Select feature, please refer to Ref. /9/ Collect Call, Feature Description.

Phone number
entry fields.
Maximumto
display is 14.

Figure 5-29 Viewing Incoming and Outgoing Collect Call Lists


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5.3.10.1. Creating or Modifying Phone Number Entries
Execute the following procedure to create or modify the Incoming and Outgoing collect
call phone number entries:

Note:
The Collect Call feature must be enabled and configured to allows Collect Call Pre-Select calls.
The following is displayed if Collect Call is not available for the selected subscriber:

the OK button.
Caution:

2. Select the Reverse Charging option from the active subscribers Services Tree.
3. The window display supports both the Incoming Collect Call List and the Outgoing
Collect Call List.
4. To add a new number select a blank entry field and enter the phone number.

Note:
If all the number fields are full, you must delete a currently displayed number in order to add the
new number. To do this, highlight the number field to delete and enter the new number in its
place.
If less than 14 fields are available for input, then more numbers (up to a total of 14) may be added
by configuring the IncomingCollectCallMaxEntries and OutgoingCollectCallMaxEntries options
in the Service Configuration window.

5. Press the Apply button to accept. Alternatively, to cancel the request and return to
original value, press Reload.


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5.3.11. Checking a Subscribers Settings
View or modify the settings used by a subscriber accessing Prepaid services. Select the
Settings option from the active subscribers Services Tree.

Figure 5-30. Viewing a Subscribers Settings

5.3.11.1. Viewing / Modification Procedure
Caution:
Ensure that the subscribers details are verified before proceeding, see Section 5.3.1. for details.
2. Select the Settings option from the active subscribers Services Tree.
3. Select the relevant tab from the options displayed and follow the associated instructions
for each window.
4. If any details within a specific tab need modification, refer to the relevant window and
description of field and update accordingly.
5. When completed, press the Apply button. Alternatively, to cancel the request and return
to original value, press Reload.


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5.3.11.1.1. Language
Allows the IVR prompt language and dialect to be selected or modified.

Figure 5-31. Subscriber Language Tab Options
The following information is displayed.
Option Description
Language Available languages that a subscriber can
select prompts from when using the IVR.
Dialect Male or Female voice used in IVR prompts.
Execute the following if any updates are required:
1. Update the field with the new value.
2. When completed, press the Apply button. Alternatively, to cancel the request and
return to original value, press Reload.


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5.3.11.1.2. SMS Notifications
Balance notification to be sent via an SMS to the subscribers phone.

Figure 5-32. Subscriber Short Message Notification Tab Options
Option Description
SMS Notification Allow Short Message balance notifications
to be transmitted to the subscribers
handset. This feature is subscriber profile
related. Refer to Ref. /3/, Profile
Management section for more details.
Short Message
ID
Subscribers number used in receiving short
messages relating to their account.



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5.3.11.1.3. Recharge Discount
Applies Subscriber Level Recharge Discount as set by Service Provider.

Figure 5-33. Subscriber Recharge Discount Option Tab
Option Description
Recharge
Discount on at
Sub Level
Activates Recharge Discount on at
System wide and in the relevant
subscribers profile.
Recharge Bonus
Expiry
Date that Recharge Discount expires
Recharge Count Recharge counter
Recharge
Discount
Applies set percentage as per Service
provider.


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5.3.11.1.4. Family and Friends
Family and Friends Discount Subscriber Level fields. These values override the Profile
Level values if activated. Once F&F Expiry Date has elapsed, subscriber reverts to Profile
level parameters. Refer to Section 5.3.5. for subscriber Family and Friends numbers
details.

Figure 5-34. Subscriber Family and Friends Option Tab
Option Description
Family and
Friends Discount
on at Sub Level
Activates Family and Friends on at
System wide and in the relevant
subscribers profile.
Family and
Friends Expiry
Date
Use the Calendar window to select the
expiry date for the subscriber level Family
and Friends feature. Select the Day, Month
and Year values and double-click to enter.
Family and
Friends Discount
If Family and Friends is activated at
subscriber level, the percentage entered
here overrides that set via profile level.


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5.3.11.1.5. IVR
The IVR tab is associated with the Balance Query Charging Feature. If activated for the
subscriber, the window displays information relating to this feature.

Figure 5-35. Subscriber IVR Options Tab
Option Description
IVR Query
Expiry Date
Date that free IVR counter is refreshed for
the subscriber.
IVR Query
Counter
Number of remaining free IVR queries.


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5.3.11.1.6. SM Package ID
Short Message (SM) Packages or bundles allow the operator an alternative method of
offering MO SMs. For a fixed amount of money the subscriber receives a package at the
start of each period, for example on the first day of each month, which contains an
allocation of SMs. The subscriber must use these SMs within the defined package period.
If the subscriber uses all the allocated of SMs before the period is finished any subsequent
SMs sent, within that package period, will be charged at a fixed rate. A Short Message
notification will be sent to the subscriber, if configured, after the last SM from the
allocation has been sent. If the subscriber has unused packaged SMs at the end of the
period, then it can be configured as to whether the unused SMs are carried over to the next
period or not. This roll-over continues indefinitely or until the operator intervenes by
reconfiguring the roll-over option.
The SM Package ID screen shows information regarding the Short Message Package ID
currently in use.

Figure 5-36. Subscriber SM Package ID Options Tab
Option Description
Short Message
Package ID
Short Message package currently in use.
Short Message
Package Next ID
ID of the package to be used by the subscriber in
the next period.
Short Message
Package Expiry
Expiry date for current package
Short Message
Package Counter
Number of short messages sent in this expiry
period
Short Message
Package Notification
Issue notification after last package SM has been
sent.


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5.3.11.1.7. Miscellaneous
Additional subscriber settings are available via the Miscellaneous tab.

Figure 5-37. Subscriber Miscellaneous Options Tab
Option Description
Table Blocking The blocking table defines a selection of
prefixes that a subscriber may not call.
ESN Number Associated phone SIM hardware number. If
the ESN number is modified, CDR #38
Subscriber ESN Change is generated.
Carrier Prefix A two digit number indicating the
subscribers preferred (default) long
distance carrier selection. Used to support
MT roaming calls.
Bonus Expiry Date that Bonus Account is due to expire.
Expiry Date Date that Main Account is due to expire.
Data Expiry Date that Data Account is due to expire.


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Option Description
Periodic Expiry Date that Periodic Account is due to expire.
SM Expiry Date that SM Account is due to expire.
Frozen Date Date Service Status was placed in Blocked
(Frozen) status.
Local Collect
Call on at Sub
Level
Activate the Local Collect Call Feature at
subscriber level. If selected, collect calls are
blocked.

5.3.11.1.8. PIN
Subscriber PIN details are provided via the PIN tab.

Figure 5-38. Subscriber PIN Number Options Tab


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Option Description
PIN Level A PIN number is required to execute calls
selected via the drop down menu box. This
feature is subscriber profile related. Refer to
the Ref. /3/, Profile Management section for
more details.
Not supported in IS-41P networks.
On International: PIN required for
international calls.
Off All: No PIN required for calls.
On All: PIN required for all calls.
PIN Number Subscribers current PIN number.
New PIN
Required
If selected, the subscriber must enter a new
PIN Number next time they access the IVR.
By default this box is automatically selected
when a subscriber is newly created. This
ensures that a new PIN number must be
entered when the IVR is first accessed, once
entered the box is automatically de-selected.
In the event of a subscriber forgetting his PIN
number, select this box and press Apply. The
subscriber will be asked to enter a new PIN
Number when they access the IVR again.
This feature is subscriber profile related. Refer
to Ref. /3/, Profile Management section for
more details.
Not supported in IS-41P networks.



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5.3.11.1.9. Profile
Displays profile related information.

Figure 5-39. Subscriber Profile Settings Tab
Option Description
Profile Type Subscribers current Profile Type ID. If the
subscriber is using VTT and changes to a
profile with VTT inactive, then the
subscribers voucher queue must be
cleared. Ensure that the Clear Voucher
Queue box is selected.
Clear Voucher
Queue
Force the clearing of the subscribers
voucher queue when changing a profile
from one with VTT active to a profile with
VTT inactive.
1. Update the field with the new value. Ensure that Clear Voucher Queue is selected if
transferring from a profile with VTT active, to a profile with VTT inactive.


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5.3.11.1.10. Periodic
Displays Periodic Account information. Amount, account expiry and Tariff Plan Id are
supplied by 3
rd
Party. Allows specific tariff plan to be applied to periodic amounts. If
Tariff Plan Id equals 0 (zero), then the profile level tariff plan is applied. Periodic Account
balance is used prior to the Main account if configured.

Figure 5-40. Subscriber Periodic Settings Tab

Option Description
Periodic Expiry Date that Periodic Account is due to expire.
Periodic Tariff
Plan ID
Tariff Plan Id as specified by 3
rd
party to be
used for periodic account charges. If 0, then
profile level tariff plan is used.



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5.3.11.1.11. Subscriber Details
Displays PUK and SIM related information.

Figure 5-41. Subscriber Details Tab
Option Description
Puk 1 / 2 Subscribers PUK 1 / 2 numbers.
Sim Subscribers SIM number.



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5.3.11.1.12. Loyalty Tariff Plan
Displays the Loyalty Tariff Plan feature information.

Figure 5-44 Subscriber Loyalty Tariff Plan Tab.
Option Description
Loyalty Tariff
Plan on at Sub
Level
Enables / Disables loyalty tariff plans on an
individual subscriber basis.
Loyalty
Accumulation
Date
The date the subscriber qualified for the
loyalty plan.
Loyalty
Accumulation
Quantity
The monetary amount recharged to
subscribers main voice account.
Loyalty Tariff
Plan Id
The loyalty tariff plan the subscriber is
currently on.
Loyalty Tariff
Plan Expiry
The date the loyalty tariff plan the
subscriber is currently on expires.

1. Update the field with the new value. Ensure that Clear Voucher Queue is selected
if transferring from a Profile with VTT active, to a Profile with VTT inactive.


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Subscribers session, select either the Exit PrePaid Subscriber button or use the
File > Exit Prepaid Subscriber menu option.

5.3.12. Subscriber SM Account
The SM Account selection displays the details relating to the SM Account for the selected
subscriber. The SM Account contains details relating to the types of services available
under the SM Account option, these are: the SM_MO service; the SM_MT service, MMS
service, All SM Services and SM Package Recharge. Details are retrieved from the
PP_DB.SubscriberAccount table. All the data is Read-Only. The SM Account information
is displayed in four tabs. Refer to Ref /3/ Prepaid Customer Care Administrator User
Manual for more information about the Subscriber SM Account.
5.3.13. Subscriber Data Account
The Data Account selection tab displays the details relating to the Data Account for the
selected subscriber. The Data Account contains details relating to the GPRS service
available under the Data Account option. Details are retrieved from the
PP_DB.SubscriberAccount table. All the data is Read-Only. The Data Account
information is displayed in four tabs. Refer to Ref /3/ Prepaid Customer Care
Administrator User Manual for more information about the Subscriber Data Account.
5.3.14. Subscriber MMS Account
The MMS Account selection tab displays the details relating to the MMS Account for the
selected Subscriber. The MMS Account contains details relating to the MMS service
available under the MMS Account option. Details are retrieved from the
PP_DB.SubscriberAccount table. Refer to the Ref /3/ Prepaid Customer Care
Administrator User Manual for more information about the Subscriber MMS Account.

6. Acting on Behalf of an Agent 79

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6. Acting on Behalf of an Agent
A facility is provided whereby you can act on behalf of an agent, (known as a proxy).
Acting as proxy allows you to assume an Agents identity and carry out the following
functionality on his behalf:
Checking an Agents details
Issuing and activating vouchers
Viewing currently available active vouchers for selected Agent
Viewing currently available issued vouchers for selected Agent

Note: All operations performed on behalf of an agent are logged, refer to Section 2.1.1.2 for
proxy login management details.

Starting a proxy session via the Services Tree
Select the Prepaid Agent option from the Services Tree and enter the Prepaid Agents
User ID.
Once a proxy session has been initiated, the main Customer Care Agent window is
displayed. Use the icon to expand the Services Tree to display all the available
options.
Use these options to
access Agent
functionality
Refer to Section 4 for
information regarding
these fields.

Figure 6-1. Main Customer Care Agent Window

80 6. Acting on Behalf of an Agent

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To logout of a proxy session, select either the Exit PrePaid Agent button, or use the File >
Exit Prepaid Agent option from the main menu.

Note:
Ensure that an Agents details are verified before conducting any transactions. Refer to Section
6.1 for a verification procedure.

6.1. Verifying an Agents Details
Prior to executing any transaction on behalf of an Agent, ensure that the Agents details are
correct.
Note:
If an Agent requires modification to any of the personal details listed below, refer to Section 4.1.1
for detailed instructions.
1. Select the Personal Details option from the Services Tree to display the Agents
details.
2. Have the Agent verify the Authorisation field entry.
Additional
security
password
Selected option

Figure 6-2. Verifying an Agents Details
3. Press the Apply button to save the changes. Alternatively, to cancel the change and
return the previously saved data press the Reload button.
4. When completed, select another option from the Services Tree, or to exit this Agents
session, select either the Exit PrePaid Agent button or use the File > Exit Prepaid
Agent menu option.


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6.2. Activating a Batch of Vouchers for an Agent
Once vouchers are in the possession of the Agent, they need to be activated before they are
sold to the subscribers (end users). Select the Activate Voucher option from the Services
Tree to activate an Order, Box or Batch of vouchers or range of any of these items.
The activation process is designed using a top-down hierarchical approach. If you activate
an Order you also activate all associated Boxes and Batches contained in that Order. If a
Box is activated then all associated Batches are also activated. The Batch activation
process allows a single Batch or range of Batches associated with the Order to be activated.
An activation choking mechanism, controlled by the ServerConfig entries interBatchDelay
and intraBatchDelay ensures that no system degradation occurs on the SDP due to the
activation process itself.
A two step process is called: 1) voucher status or PendingActive is given to the Order,
Box or Batch; 2) On a Batch by Batch basis, a list of vouchers for each Pending Active
Batch is created, which in turn are moved from the CC_TB..TVMVoucher table to the
PP_DB..TVMActiveVoucher table on the SDP.

Note:
The GUI provides a J ob Priority combo box which allows the priority (High, Medium or Low) of
the job to be specified. This priority setting overrides the intraBatchDelay and interBatchDelay
settings in the ServerConfig table.

Note: If the range option is used to mark all Boxes in an Order as activated, then all the associated
Batches are also marked as activated, but the Order is not modified and remains in its current
state, whether that be Received, Distributed or Issued.
If the range option is used to mark all Batches in an Order as activated, then all the Batches are
activated, while the associated Boxes and Order are not modified and remain in their current
state, whether that be Received, Distributed or Issued.

Note: Once an activation process has begun, the Job Management System can be used for
monitoring the status of the job, or adjusting the starting date or time parameters for those
operations supporting this adjustment. Refer to Section 7 for more information.
In the event an activation job fails, the remaining Pending Active Batches are processed for
the job with a status of Partially Completed, if J ob Persistance is enabled.


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Figure 6-3. Activating Vouchers
6.2.1. Activation Procedure
Use the following procedure to activate either a single batch or multiple batches of
vouchers:
Caution:
Ensure that the Agents details are verified before proceeding, see Section 6.1 for details.
1. Select the Activate Voucher option from the Services Tree.
2. The Agents Name is automatically completed in the Sold To area

Figure 6-4. Entering Informational Data
3. Select the Type of vouchers to activate (Order, Box or Batch) and enter the respective
Start No. and End No. and press Display. This area accepts a range of any of Types
available to be selected. To activate a range, enter the respective Start and End
numbers associated with the Type selected.

Figure 6-5. Entering Voucher Type Details


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Once the Display button is pressed, the vouchers are selected for activation. Batches are
displayed in denominational value order in the data display area. The total value of all
batches selected for activation is displayed in the Total Voucher Value field.
Field Description
Item ID Order, Box or Batch Number.
Item Number or sub-components associated with
the Type selected. For example, an Order
will list the associated number of Boxes. A
Box will list the associated number of
Batches.
Voucher
Quantity
Total quantity of vouchers selected.
Type Order, Box or Batch
Main Value Value associated with the Main Account
Art The Artcode is used to determine the visual
appearance of each voucher. The default is
Art0.
Tariff Plan Voucher tariff plan used to determine the
rate at which calls are charged.
Expiry Date Voucher expiry date associated with the
Main Account.
Bonus Value Value associated with the Bonus Account
Data Value Value associated with the Data Account
Data Bonus Value of the Voucher(s) displayed associated
with the Data Bonus Account
SM Value Value associated with the Short Message
Account
SM Bonus Value of the Voucher(s) displayed associated
with the SM Bonus Account
Sub Voucher Types of Sub Vouchers.
Data Package
Id
Data Account Package Ids associated with
Vouchers.
SM Package Id SM Account Package Ids associated with
Vouchers.
Sub Total Sub total of vouchers selected.


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Figure 6-6. Details of Batch(es) Selected For Activation
4. If more than one Item Type is required for activation, repeat Step 3 as necessary.
Note:
To deselect a a line item from the displayed list, highlight the line item and press the Clear
button.
5. When completed, press the Apply button to activate the vouchers displayed.
Alternatively, to cancel the request and clear all fields. Once the Apply button has been
pressed, the request is submitted to the Job Management System for processing and a
message similar to the following is displayed. Press OK to continue. Refer to Section 7,
the Job Management System, for details on using the Job Summary Window.

Figure 6-7. Sample Job Management System Message w/ associated Job Number
6. When completed select another option from the Services Tree, or logout of the proxy
session, by selecting either the Exit PrePaid Agent button or use the File >Exit
Prepaid Agent option from the main menu.
Note:
Once batches of vouchers are activated they are displayed in the Activated Vouchers window until
all vouchers within the batch records have been archived.
6.3. Viewing an Agents Activated Voucher List
Vouchers are moved from the Issued list to the Activated list once selected for activation.
The Item Type is removed from this list when all the vouchers within that Item Type have
either been used, expired, cancelled, etc.


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Figure 6-8. Agents Voucher Activation File
6.3.1. Viewing the Activation File
Use the following procedure to check an Agents voucher activation file:
Caution:
Ensure that the Agents details are verified before proceeding, see Section 6.1 for details.
1. Select the Activate option from the Services Tree.
2. Enter the Start Date using the Calendar option (defaults to current date) to search, and
the number of days to search backwards from the Start Date in the Decrement Days
field and press List.
3. The associated information is displayed in the data display area, as follows:
Field Description
Date Date of voucher activation.
Time Time of voucher activation.
Main Value Denominational value of activated vouchers
associated with the Main Account.
Item ID Order, Box or Batch number associated with
the Item Type field.
Item Type Order, Box or Batch
Quantity Total quantity of vouchers activated.
Tariff Plan Voucher tariff plan used to determine the rate
at which calls are charged.
Sold To Name and address of Agent who purchased
the vouchers.
Bonus Value Denominational value of activated vouchers
associated with the Bonus Account.


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Field Description
Data Value Denominational value of activated vouchers
associated with the Data Account.
SM Value Denominational value of activated vouchers
associated with the Short Message Account.
Data Package
Id
Vouchers.
Vouchers.

6.4. Checking Available Issued Vouchers for an Agent
This window contains all vouchers that are issued to the selected Agent, and are available
for activation. Once activated, all details associated with the Item Type are moved to the
Activated window.


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Figure 6-9. Agents Available Vouchers in Issued Status
6.4.1. Viewing Available Issued Vouchers
Use the following procedure to check available issued vouchers:
Caution: Ensure that the Agents details are verified before proceeding, see Section 6.1 for details.
1. Select the Issue option from the Services Tree.
2. Enter the Start Date using the Calendar option (defaults to current date) to search and
the number of days to search backwards from the Start Date in the Decrement Days
field and press List.
3. The associated information is displayed in the data display area, as follows:
Field Description
Date Date of voucher activation.
Time Time of voucher activation.
Item ID Order, Box or Batch Number associated with
the Item Type field.
Item Type Order, Box or Batch
Quantity Total quantity of vouchers activated.
Tariff Plan Voucher tariff plan used to determine the rate
at which calls are charged.
Sold To Name and address of Agent who purchased
the vouchers.


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Field Description
associated with the Short Account.
Data Package
Id
Vouchers.
Vouchers.

6.5. Issuing Boxes or Batches of Vouchers to an Agent
Before Orders, Boxes or Batches of vouchers are delivered to an agent for resale, the
vouchers must be in issued status. The Issue Voucher window provides the functionality
to issue an Order, Box or Batch of vouchers or range of any of these item types.
The issuing process is designed using a top-down hierarchical approach. If you issue an
Order you also issue all associated Boxes and Batches contained in that Order. If a Box is
issued then all associated Batches are also issued. The Batch issuing process allows a
single Batch or range of Batches associated with the Order to be issued.


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Note: If the range option is used to mark all Boxes in an Order as issued, then all the associated
Batches are also marked as issued, but the Order is not modified and remains in its current
state.
If the range option is used to mark all Batches in an Order as issued, then all the Batches are
issued, while the associated Boxes and Order are not modified and remain in their current
state.

Note:
Once an issuing process has begun, the Job Management System can be used for monitoring the
status of the job, or adjusting the starting date or time parameters for those operations supporting
this adjustment. Refer to Section 7 for more information.

Figure 6-10. Issuing Vouchers for an Agent
6.5.1. Issuing Procedure
Use the following procedure to issue vouchers for an agent.
Caution: Ensure that the Agents details are verified before proceeding, see Section 6..1 for details.
1. Select the Issued Voucher option from the Services Tree.
2. The Issue To field is automatically completed with the selected agents details. If
required, enter the Agents Address in the field provided.


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Figure 6-11. Details Regarding for Whom Vouchers Are Issued
3. Select the Type of vouchers to activate (Order, Box or Batch).

Figure 6-12. Selecting A Box or Batch to Issue
4. Enter the respective Start No. and End No. and press Display. This area accepts a
range of any of Types available to be selected. To issue a range, enter the respective
Start and End numbers associated with the Type selected.

Figure 6-13. Entering Respective Numbers for Selection
5. The data display area and Total Voucher Value field is updated accordingly.
Use the scroll
bar to display
all the fields

Figure 6-14. Details Of Box or Batch
Field Description
Item ID Order, Box or Batch Number associated with
the Type field.
Item Number or sub-components associated with
the Type selected. For example, an Order
will list the associated number of Boxes. A
Box will list the associated number of
Batches.
Voucher
Quantity
Total quantity of voucher selected.
Type Order, Box or Batch


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Field Description
Art The Artcode is used to determine the visual
appearance of each voucher. The default is
Art0.
Tariff Plan Voucher tariff plan used to determine the
rate at which calls are charged.
Expiry Date Voucher expiry date associated with the
Main Account.
associated with the SM Account.
Sub Total Sub total of vouchers selected.
with SM Bonus Account.
with Data Bonus Account.
Data Package
Id
Vouchers.
Vouchers.

Note:
To deselect a line item from the displayed list, highlight the line item and press the Clear
button.

6. If more than Item Type requires activation, then repeat Steps 3 5 as required.


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7. When completed, press the Apply button to issue the vouchers displayed.
Alternatively, to cancel the request and clear all fields. Once the Apply button has been
pressed, the request is submitted to the Job Management System for processing and a
message similar to the following is displayed. Press OK to continue. Refer to Section 7
for details on using the Job Management System.

Figure 6-15. Sample Job Management System Message w/ associated Job Number
Note:
Once the job has been successfully processed, issued Orders, Boxes or Batches are now available
via the Issued window.
6.6. Job Summary
The J ob Summary Window is a component of Tecnomens J ob Management System used
in monitoring and controlling the Issue and Activation operations. Refer to Section 7, Job
Management System for more details.

Figure 6-16. Sample Job Summary Window

7. Job Management System 93

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7. Job Management System
The J ob Management System is used to monitor and control asynchronous operations, such
activating or issuing vouchers for an Agent.
Operations can be scheduled for execution, and rescheduled should the need arise, using
the J ob Summary Windows which is available for Agents.

Figure 7-1. Sample Job Summary Window
The following information is displayed.
Field Description
Job No. J ob Management System number
automatically assigned by the system
State Current state of the job. See Section 7.2 for
valid states.
Operation
Details
Details of the job being performed. For
example, details of activation process.
Result Blank if job has completed successfully.
Otherwise a description of why job failed is
displayed.
% Work Done Total percentage of the job completed.
Start Date Date for J ob Management System to start
processing the job request. If the job has not
started processing, then this field can be
modified using the Rescheduled button.
Start Time Time for J ob Management System to start
processing the job request. If the job has not
started processing, then this field can be
modified using the Rescheduled button.

94 7. Job Management System

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7.1. Using the Job Summary Window
J obs using the J ob Management System are automatically assigned a J ob Number by the
system itself.
Execute the following procedure to view current jobs within the J ob Management System:
1. Select the Job Summary Window. This selection is available under Agent and
Voucher Administrator Service Trees.
2. Press Reload to refresh the screen.
3. Use the Job Number supplied when accepted by the Job Management System. For
example, a message similar to the following would have been displayed when the
operation, in this example an order, was submitted for processing.

Figure 7-2. Sample Information Number with Job Number Included
4. If the job has not been processed, and is dependant on a specific Date and Time to run,
the J ob may be rescheduled or deleted prior to execution. Select either the Delete or
Reschedule buttons.

7.2. Available Job Management System Statuses
The following is a list of valid job states:
State Code
Complete 0
New 1
Waiting 2
Ready 3
BeingUsed 4
WIP 5
Rolledback 6

7. Job Management System 95

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State Code
Failed 7
InternalError 8
Cancelled 9
RetriedOut 10
None 11


Document 5036718/1 Author Lorraine Bolger
Status Issued Editor Lorraine Bolger
Issue date 03.08.2007 Acceptor Lorraine Bolger

Appendix A: Subscriber Service and
Account Status
The following table describes the interaction between available subscriber service and
account statuses and types of call service available.
Note:
More detailed descriptions of Service Status and Account Status are available in following
sections.

Service
status
Account
status
Emergency
call
help desk
call
recharge
service #
out-calls
barred
incoming
calls barred
Inactive
Active 1 1
st
time user 4 4 4 6 4
2 normal 4
4
8

4
6
9

6
3 recharge expired 4 4
8
4 4 6
4 disconnected 4 4
8

4
10

4 4
5 shut down
4
11

6 6 4 4
Suspended_
Manually
1 1
st
time user Error Error Error Error Error
2 normal 4 4
8
6 4 4
3 recharge expired 4 6 6 4 4
4 disconnected 4 6 6 4 4
5 shut down 4
11
6 6 4 4
Stolen 1 1
st
time user 4 6 6 4 4
2 normal 4 6 6 4 4
5 shut down 4
11
6 6 4 4
Suspended_
Fraud
1 1
st
2 normal 4 4
8
6 4 4

8
If account balance - help-desk call cost <=max. neg. balance then help-desk calls are not permitted.
9
If account balance - initial call cost <=neg. balance 1 then out-calls are not permitted.
10
Recharge from a disconnected state is a configuration item.
11
Emergency calls if account has a status of shutdown are only possible if the subscriber (phone) still has access to the
network.

Appendix A: Subscriber Service and Account Status 3

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Service
status
Account
status
Emergency
call
help desk
call
recharge
service #
out-calls
barred
incoming
calls barred
5 shut down 4
11
6 6 4 4
Suspended_
Errors
1 1
st
2 normal 4 4
8
6 4 4
5 shut down 4
11
6 6 4 4
Suspended_
Balance
1 1
st
2 normal 4 4
8
6 4 4
5 shut down 4
11
6 6 4 4
Suspended_
PIN
1 1
st
2 normal 4 4
8
6 4 4
5 shut down 4
11
6 6 4 4
Suspended_
Frozen
1 1
st
2 normal 4 4
8
6 4 4
5 shut down 4
11
6 6 4 4

4 Appendix A: Subscriber Service and Account Status

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Subscriber Service Status
Service Status Description
0 Inactive Customer Care intervention required.
Service is not available prompt played to subscriber.
1 Active Default status.
2 Suspended_Manually Suspended by Customer Care Operator.
3 Stolen A prepaid account with a status of stolen is unable to make
outgoing calls or receive incoming calls.
Customer Care intervention required.
4 Suspended_Fraud Fraud thresholds exceeded. Subscriber is suspended.
5 Suspended_Errors Suspended by exceeding the number of GUI errors allowable.
6 Suspended_Balance Suspended by exceeding maximum allowable balance.
7 Suspended_PIN Suspended by an invalid number of PIN attempts.
8 Suspended_Frozen Suspended by subscriber by contacting Help Desk and placing
account into Frozen / Blocked Status
Account Service Status
The following table describes the account statuses that are available to a subscriber.
Account
Status
Description
1
st
Time User A new subscriber to Tecnomen Prepaid remains a First Time User until
the first call attempt is made or the subscriber attempts to recharge the
account. During First Time User status the subscriber can make
Emergency calls, Helpdesk calls and IVR calls, MO calls and Collect
calls. A new subscriber can also receive MT calls and Collect calls.
Normal During normal use - when the account is in credit and the expiry date
has not been reached - the subscriber can make and receive all types of
call.

Appendix A: Subscriber Service and Account Status 5

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Account
Status
Description
Recharge
Expired
(Credit
Expired)
Once the (recharge) credit expiry date has been reached or the credit has
been used, credit expired, the type of call a subscriber can make is
restricted to Helpdesk, IVR, Emergency calls, Voucher Recharge calls
and Collect calls. They can continue to make free MO calls and receive
calls that they do not have to pay for during this time. At the end of the
Credit Expired period, if the Repeat Flag
12
is set, the subscribers
account will begin another cycle of Cr edi t Expi r ed. A system-wide
setting determines whether the subscribers balance is zeroed on going
from Cr edi t _Expi r ed to Di sconnect ed.
Disconnected Once the service is disconnected the subscriber has access to the
Helpdesk, IVR, Emergency numbers, Voucher Recharge calls and
Collect calls. Subscribers can also continue to make free MO calls and
receive calls that they do not have to pay for during this time. It is
configurable to zero the account balance at the beginning of
Di sconnect ed St at us. To resume service, the subscriber must
recharge the account and pay the re-connection fee if
applicable/configured. Service reverts back to Nor mal -use once the
account is recharged.
Shutdown If the subscriber does not pay the recharge and reconnection fee (where
applicable), within a time frame specified by the Operator, the service is
Shut down. When this happens the Operator can delete a subscriber
from the database. The account remains in Shut down Status for a
configurable amount of time before the account information is removed
from the database. The account data must be copied off the database
within this configurable duration if the operator wishes to permanently
store the data.

12
Repeat flag is set if the subscriber has received free MT calls or made MO Free calls

6 References

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References
References
/1/ Prepaid Customer Care, Voucher Administrator User Manual
/2/ Prepaid Customer Care, Maintenance and Troubleshooting Manual
/3/ Prepaid Customer Care, Administrator User Manual
/4/ Subscriber Voice Mailbox Provisioning
/5/ PeriodicFee Process, Operation Manual
/6/ Prepaid Service, Service Description
/7/ Prepaid CDRs, Feature Description
/8/ Payment Interface, Technical Description
/9/ Collect Call, Feature Description

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