Michael Order Management

Michael Order Management User Guide (v2.40)

033-100686-240001, Issue 1

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SYMMETRY NMS Version 2.40

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Chapter 1 Michael Order Manager Overview ........................................................................................................... 5

1.1 Introduction ......................................................................................................................... 6

1.2 MOM Architectural Overview............................................................................................... 6

1.3 Access MOM....................................................................................................................... 9

Chapter 2 Add New Customers.............................................................................................................................. 13

2.1 Introduction ....................................................................................................................... 14

2.2 Create a Customer Account .............................................................................................. 14

Chapter 3 Create CPE Install Orders ..................................................................................................................... 19

3.1 Introduction ....................................................................................................................... 20

3.2 Select an Order Type ........................................................................................................ 20

3.3 Select Target Base Stations and Sectors ......................................................................... 24

3.4 Specify Equipment Action And Additional Information ...................................................... 26

3.5 Enter Service Actions for Requested Services.................................................................. 28

3.6 Submit the Order ............................................................................................................... 31

3.7 What is Next? .................................................................................................................... 36

Chapter 4 Manage CPE Install Work Orders.......................................................................................................... 37

4.1 Introduction ....................................................................................................................... 38

4.2 Add and List CPE Installers .............................................................................................. 38

4.3 Assign Installers and Schedule Installations ..................................................................... 41

4.4 Download CPE Install Work Orders to MIT....................................................................... 45

4.5 Order and Account Update upon CPE Installation............................................................ 48

Chapter 5 Query Customer Accounts and Orders.................................................................................................. 55

5.1 Introduction ....................................................................................................................... 56

5.2 View a Customer Account and Orders .............................................................................. 56

Chapter 6 Change Customer Services................................................................................................................... 63

6.1 Introduction ....................................................................................................................... 64

6.2 Change Order, In-progress Order, or Disconnect Order?................................................. 64

6.3 Create a Change Service Order........................................................................................ 65

Table of Contents

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SYMMETRY Michael Order Management System User Guide

6.4 Process a Change Service Order...................................................................................... 68

Chapter 7 Disconnect Customer Services.............................................................................................................. 71

7.1 Introduction ....................................................................................................................... 72

7.2 Create a Disconnect Service Order................................................................................... 72

7.3 Submit and Process a Disconnect Order .......................................................................... 76

Chapter 8 Modify and Cancel Customer Orders .................................................................................................... 81

8.1 Introduction ....................................................................................................................... 82

8.2 When Can I Still Modify or Cancel an Order? ................................................................... 82

8.3 Modify an Order ................................................................................................................ 84

8.4 Cancel an Order ................................................................................................................ 89

Chapter 9 Maintenance Orders .............................................................................................................................. 93

9.1 Introduction ....................................................................................................................... 94

9.2 Create a Maintenance Order............................................................................................. 94

9.3 Download a Maintenance Order to MIT ............................................................................ 94

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Chapter 1 Michael Order Manager OverviewThis chapter provides an overview of the Michael Order Manager (MOM) application.

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1.1 IntroductionMichael Order Manager (MOM) is a system within the SYMMETRY NMS product portfolio that manages SYMMETRY customer accounts and orders. MOM is a web-based system that allows customer agents to create customer accounts and submit service orders over the Internet, search and query customer service status and account information, and schedule CPE installs and upgrades. MOM integrates with the Gabriel Element Management System to automatically send provisioning requests to Base Stations for open service orders and to receive service activation status updates from Gabriel. In addition, the work orders for installing CPEs at customer sites can be electronically downloaded to the Michael CPE Install Tool (MIT) simply by pressing the Hot Sync button on the MIT PDA.

1.2 MOM Architectural OverviewThe SYMMETRY NMS systems involved in the customer order management functions are shown in Figure 1.1. All the systems can be collocated in one single place, or they can distributed across different geographical regions. The customer agents in the sales offices only need to have web browsers on their desktops to access MOM.The installer desktops in the CPE install garages in the field need to be installed with MIT Conduit. When it is configured to work with MOM, the MIT Conduit uses HTTP protocol to download work orders to MIT and upload work order completion status from MIT.

Michael Order Manager Overview

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Figure 1.1 MOM Component Diagram

Inside the MOM, there are three processes responsible for performing order management functions, as follows:

Tomcat ServerTomcat server is an open source software from Apache that supports Java Server Pages and Servlets. A large portion of the MOM software runs within the Tomcat server. It receives the HTTP requests from either the web browsers or the MIT Conduit, parses the requests, hands the requests to MOM action objects to retrieve data from MOM database or update database, and selects MOM view objects to render the results and send them back to the web browsers or the MIT Conduit.

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Service Activation Manager (SAM)SAM interfaces to Gabriel for provisioning customer orders. It periodically retrieves open service orders from the order database, decomposes them to individual voice and HSD service provision requests, sends them to Gabriel through its CORBA IDL interfaces, receives service activation status updates from Gabriel, and properly updates the order status in the order database.

DatabaseThe Oracle database is the central persistence store of all customer accounts and orders.

MOM provides the following main order management functions:

• Create and manage customer accounts

• Create and manage CPE install orders for new customers

• Create and manage service change orders for existing customers

• Create and manage disconnect orders for terminating and removing all services of existing customers

• Create and manage maintenance orders for troubleshooting or upgrading activities at the customer sites

• Modify or cancel in-progress orders

• Search and query customers and their accounts

• Administration functions for adding users and installers

We will explain in this manual how to perform the above order management functions using MOM.


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1.3 Access MOMTo access MOM

1. Enter the MOM home page URL in the Web browser on your desktop.

If you do not know the URL, please ask your system administrator who installed MOM. Figure 1.2 shows the login screen of the home page.

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Figure 1.2 MOM Login Page

2. Enter your user ID and password.

3. Click the Login button.


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If your user ID and password are valid, you will see the page displayed in Figure 1.3. You are now ready to explore MOM.

Figure 1.3 MOM Menus

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Chapter 2 Add New CustomersThis chapter describes how to create a customer account in MOM.

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2.1 IntroductionWhen a new customer orders services for the first time, you need to create a customer account before you proceed to create a installation order.

2.2 Create a Customer AccountYou use the Customer > Add Customer link to display the adding customer page (Figure 2.1). MOM uses three pieces of data to identify a customer: first name, last name, and an ID. Customers may have the same names, but they should have unique IDs, such as the Social Security Number (SSN) system used in the United States. If there is an existing customer in the system who has the same first name, last name, and a national ID, MOM will not allow you to add the customer and you will get a page displaying an error (Figure 2.2). In such case, you can search for that customer and this is described in a later chapter.

Add New Customers

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Figure 2.1 Adding a New Customer Page

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Figure 2.2 Error Page: Adding a New Customer

Add New Customers

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After the customer is successfully added, MOM generates an account number and location code for this new customer and prompts you to enter more information (Figure 2.3). The mandatory fields are clearly marked. You would be informed if you didn’t complete the mandatory fields and clicked the Save button.

The customer installation address will be included in the CPE installation work order used by the CPE installer. Therefore, you should make sure to enter the accurate and detailed customer address information. The contact and e-mail information is useful if, for some reason, you need to get in touch with the customer prior to the CPE installation. The GPS coordinates will be populated on installation of the CPE as the CPE installer enters this information in the Michael Installation Tool (MIT) and later synchronizes this information with MOM. These GPS coordinates fields can also be edited and saved through this page. The UTM coordinate system has four parameters: UTM Zone, an integer value; UTM Zone letter, a single alphabetic character; Easting which is the “x-coordinate” is a number; Northing which is the “y-coordinate” is also a number. Either all or none of these four parameters are accepted as input.

f The GPS coordinates feature is available only from MOM version 2.31c onwards. Hence in these versions, the short customer information in customer or order screens will show an additional line detailing the GPS coordinates. The GPS coordinates displayed in MOM are only stored in the MOM database and are not sent to Gabriel.

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Figure 2.3 Customer Address and Contact Information

Click the Save button after you complete entering the customer data. The customer account will be saved in the MOM database.

After you have created and saved the customer account, you will be taken to the next step to create a CPE install order for this new customer. This is described in Chapter 3.

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Chapter 3 Create CPE Install OrdersThis chapter describes how to create CPE install orders and how the install orders are processed by MOM.

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3.1 IntroductionFor a new customer, you need to create a CPE install order to capture the requested service information as well as the information necessary for an installer to be able to install a CPE at the customer site.

3.2 Select an Order TypeIf you have just added a new customer as described in Chapter 2, you will be taken to the order type selection page shown in Figure 3.1. There are four types of orders in MOM, as follows:

Installation OrderThese types of orders are for new customers who do not have CPE installed at their houses. You will not be able to create any other types of orders if the customer does not have CPE installed.

An installation order requires an installer to be dispatched to the customer site to install the CPE. For each installation order, MOM generates a work order to track a CPE installation activity and this is described in detail in a later chapter.

An installation order can be modified and even cancelled before the CPE is installed.

Change Service Order After the CPE is installed at a customer site and services are activated, the customer may wish to change his or her services. For example, the customer may wish to add more voice lines, add HSD service, or request public IP addresses. The customer may also wish to terminate (also called as de-activate) one of his or her services. You create a change service order to handle these. This type of service orders is described in detail in a later chapter.

Disconnect Service OrderIf the customer wishes to de-activate all of his or her services and wishes to have the CPE removed from the house, you should create a disconnect service order. You should create actions with the disconnect order to de-activate all the existing services and remove all public IP addresses. A disconnect service order makes sure that the CPE record is removed from the entire SYMMETRY NMS system and the Base Station after the physical CPE is taken off the customer site.

Create CPE Install Orders

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Maintenance Service OrderIf you need to dispatch a field technician to a customer site as the result of a trouble ticket or other activities, you can create a maintenance order for the customer. Like an install order, a maintenance order can be automatically downloaded to the MIT in the field garage and the completion status can be later on uploaded to MOM.

Figure 3.1 Order Type Selection Page

Since you are creating a CPE install order for a new customer, select the Installation type from the options, click the Create button, and the order page is displayed as shown in Figure 3.2.

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Figure 3.2 Compose a CPE Install Order


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There are three tabs on the order page that help you organize the order information.

The first two sections of each tab are the same. The first section displays the customer identification information, such as the customer names and the installation address. The Location Code is an unique number that was automatically generated by MOM when this customer was first added. The Location Code is a important concept and is used by other SYMMETRY systems such as Gabriel, Base Station, and CPE to uniquely identify and represent a particular CPE, because these systems do not have other information that associates a customer location with the CPE record.

The second section is also common to all four tabs and it shows three types of status information for the order, as follows:

Activation StatusThe Activation status tracks the overall progress on provisioning the Base Station and the CPE. An order may contain more than one provision actions to activate multiple services. When all of these provision actions are successfully completed, the activation status will be marked as “Completed”.

Work Order statusThe Work Order status indicates the progress on CPE installation activity. When the installer completes the CPE installation using the MIT and updates MOM by uploading the work order completion status, the work order status will be marked as “Completed”.

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Order StatusThe Order status depends on the activation status and the work order status. When both are successfully completed, the order status will be marked as “Closed”.

When a new order is first created, its order status is “Unsubmitted”. While you are composing the order, the changes you are making are being saved in the MOM database. But the order will not be processed by MOM until you submit the order. An unsubmitted order will not be sent to Gabriel and the Base Station, and it will not be downloaded to any MIT.

You can void the order when the order is still un-submitted. Voiding an order will delete the un-submitted order completely from MOM. Voiding an order will no longer be possible as soon as you submit the order.

You must submit the order to tell the MOM to start processing it. But before you can successfully submit the order, you need to complete the order entry. This is a four-step process for a CPE install order and is described below.

3.3 Select Target Base Stations and SectorsYou use the Site tab (Figure 3.3) to select the target Base Station and the sector for the CPE installation. You can select up to three choices. The Base Stations for the three choices are normally the same, but they can be different for the cases where the customer site is in an overlapping area of two Base Stations. The Base Station in the first choice is called the primary Base Station. When the order is processed, a CPE record is created into the primary Base Station. When the installer installs the CPE on to the primary Base Station, the Base Station is able to locate the correct CPE record via the CPE Location Code and use the data in the CPE record to provision the CPE.

f If the installer decides to install the CPE on a Base Station different from the primary Base Station because of the poor RF coverage, the installer will have to inform you. You will need to cancel the install order and create a new one and make the new Base Station as the primary Base Station. The installer can then proceed to install the CPE. This exceptional scenario is often referred to as CPE re-homing, since you are changing the home Base Station for the CPE.


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Figure 3.3 Site Tab on Order Page

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3.4 Specify Equipment Action And Additional InformationThe Equipment tab (Figure 3.4) allows you to select the necessary equipment action for an order. The possible values include Install, Upgrade, and Remove. Since you are creating an install order, the only option is the value Install. You also need to specify the type of CPE that is going to be used for this customer. Optionally, you can assign an installer to the order to install the CPE. Click the Add Equipment Action button will add the equipment action to the order.

The Additional Info section allows you to enter information that the CPE installer may need to know about this order. The date of service field is required for install orders, maintenance orders, and disconnect service orders. This is the date or approximate date when the CPE will be installed on the customer site or when the maintenance visit is scheduled. This field is also used by the MOM to determine if the work order for this install or maintenance order should be downloaded to the CPE install tool MIT when a MIT requests new work orders by synchronizing its work orders with the MOM. By default, all open work orders that have dates of service one week prior to the synchronization date and two week beyond the synchronization date are included in the work order download to a MIT. Click the Save button persists the additional info data you entered.

f The date of service can be changed later if the installation or maintenance appointment needs to be re-scheduled. This is described in detail in a later chapter on managing work orders.


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Figure 3.4 Equipment Tab on Order Page

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3.5 Enter Service Actions for Requested ServicesFigure 3.5 shows the Services tab on the order page. You use this tab to enter the services requested by the customer. You enter one service action for each service request. For example, if the customer wants a voice line, you will need to create a service action Activate for a type Voice. The page will display required fields depending upon your selections from the drop-down option lists. For a voice service, you must enter a telephone number and a switch port, and these values must match what you will enter or have entered in the switch. For HSD service, you need to select the Grade of Services that the customer may request. Figure 3.5 shows that our example customer Demo D. Customer has requested one voice line and Gold HSD services.


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Figure 3.5 Service Tab on Order Page

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The service instance or (SI) is another important concept used in MOM and in SYMMETRY service provisioning in general. Each service (either a voice line service or the HSD service) is referred to as a service instance and is uniquely identified by an integer called service instance ID, or SI ID. MOM automatically generates SI IDs when you enter services during an order entry. An activate or de-activate service action is associated with a service instance ID. This way you know which service action is for which service instance.

Since you have not submitted the order, you can easily delete any service actions from the order. This simply deletes the actions from the MOM database. As you will see in a later chapter, after you have submitted the order, deleting a service action is no longer that simple. Since the order may have been processed by MOM and it is in-progress state, deleting a service action may require the MOM to ask Gabriel to de-provision the Base Station. Because of this important difference, deleting a service action after the order submission is called cancelling a service action in MOM.

f The switch port value for a voice service is unique to a Base Station. This means that you can not use a port again if it is already being used on a Base Station. Therefore, the switch ports, together with the telephone numbers, should be carefully tracked. If you have entered a port that is already being used and you have submitted the order, MOM will get notified by Gabriel when the order is processed. You will see the error indication on the service tab of the order page. In such case, you will need to cancel the error service action and create a new one. The same applies to public IP addresses, except that a public IP address must be unique across all Base Stations.


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3.6 Submit the OrderYou have now entered the install order for this customer. Clicking on the Submit button on any of the four tabs will complete the order entry and submit the order. You should see a confirmation message as shown in Figure 3.6.

Figure 3.6 Confirmation of a Successful Order Submission

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Note the various status of the order right after the submission.The activation status is open, which means that the Base Station provision activities have not yet started. The work order status is also open and this simply means that the CPE install activity has not started or has not completed. The overall order status is open.

If you view the service tab of the order before the MOM starts to process the order, you will notice that the states of the service actions you created are marked as Open, and the states of the service instances are marked as “Not Processed”. As you will see, these states are going to change during the processing of the order as MOM automatically manages their states and properly updates them as the order processing progresses.

f The Service Activation Manager (SAM) within the MOM periodically checks the order database for open service orders and process them accordingly by interacting with the Gabriel Element Management System. By default, SAM does this every two minutes. This interval can be changed easily by your system administrator.

As soon as the Service Activation Manager (SAM) discovers the new order that you just submitted, it sends provision requests to Gabriel and ask Gabriel to provision the primary Base Station. In the example order case, SAM sends two requests to Gabriel, one for the voice service instance, the other for the HSD service instance. The very first service provision request for a new Location Code causes the Gabriel to create a CPE record into the Base Station and store the service instance information in the record. This is how a pending CPE record in Gabriel gets created. If you have access to Gabriel and launches the Gabriel Viewer application, you will see a pending CPE record under the primary Base Station. This step of the service provisioning process is often called as pre-provisioning the CPE, as this is required by the Base Station to be able to provision the physical CPE when it is being installed from the customer site by the installer.

Figure 3.7 shows the states of the order and its service actions after the Base Station and the CPE are pre-provisioned. Notice that the activation status of the order is now in-progress, so are the service actions. The states of the service instances are shown as pending resource installation. This tells you that we are waiting for the CPE installation to occur to continue the processing of this order. This state is also indicated on the equipment tab of the order, as shown in Figure 3.8.


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A snap shot of the customer account at this point is shown in Figure 3.9. The customer account page displays all the service instances of the customer and their states, the equipment information, and the host (installed) Base Station. The installed Base Station is not known at this point, since the CPE has not been installed.

Figure 3.7 Order State after Pre-provisioning the CPE on the Base Station

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Figure 3.8 Equipment Action State after Pre-provisioning the CPE


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Figure 3.9 Customer Account Data after Pre-provisioning the CPE

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3.7 What is Next?The services within the example order will remain Pending Resource Installation until the CPE is installed at the customer site. Chapter 4 describes CPE install work orders and how work orders are downloaded to a MIT. After the CPE is installed, we will again take a look at the state of our example order and the account of our example customer, Demo Customer.

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Chapter 4 Manage CPE Install Work OrdersThis chapter describes how to manage CPE install work orders.

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4.1 IntroductionMOM provides functions to manage CPE install orders. These functions include adding installers, assigning installers to work orders, scheduling appointments, and integration with the Michael CPE Install Tool (MIT) to download work orders to MIT and upload their completion status from MIT.

4.2 Add and List CPE InstallersIf you have the system administration privilege, you will be able to add installers by using the Administration > Add Installer menu. Figure 4.1 shows the page for adding a new installer.

Manage CPE Install Work Orders

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Figure 4.1 Add a CPE Installer

You can also view all the installers using the Administration > List Installers menu (Figure 4.2). Installers in the MOM database are downloaded to the MIT together with open work orders. In order for an installer to use a MIT to view and work on any orders, the installer must be first added into the MOM.

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Figure 4.2 List All Existing CPE Installers

f MOM is shipped with one installer by default called mit and its password is also mit by default.


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4.3 Assign Installers and Schedule InstallationsAll open work orders which have dates of service in the range specified in the MIT download request are included in the download process, even though some of these work orders have not been assigned to installers. After you log on to a MIT, the work orders which do not have assigned installers show up under the option “All” on the order list screen. You are allowed to work on an order even though it is not assigned or it is assigned to someone else.

MOM allows you to assign work orders to installers. This is useful if you have a team of installers and you wish to partition the work load more efficiently and also to track their work history.

As described in Chapter 3, you must enter the date of service when you create and submit a new order for installing CPE. You or someone else can change the date of service of an order if the install appointment has to be re-scheduled for some reason.

Also described in Section 3.4 “Specify Equipment Action And Additional Information” on page 26, you can assign installer to a new install order when you are creating the order. This is not required, but it is often convenient.

You can also assign or change installers and change the dates of services after orders have been submitted. To do so, you first query MOM to find the orders. There are two ways in MOM to find an order. One is to use the Order > Search Orders menu (Figure 4.3). The other way is to find the customer first, as will be described in a latter chapter. The order search page currently allows you to specify search filters such as names of the customers (case insensitive), their account numbers, and the states of the orders. Figure 4.4 shows the search result by using last name “Customer”. Check the order or orders that you would like to assign/change installers and dates of services, and then click the Schedule Service button. On the new page (Figure 4.6), pick the installer from the installer list, change the date of service if you need, and save the your changes by clicking the Submit button.

f If you are using MOM version 2.1Gb or higher, you must enter at least one search parameter. You can use wildcard (%) when using first name or last name. For example, ana% for last name field would return all orders for customers whose last names begin with “ana”.

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Figure 4.3 Order Search Page


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Figure 4.4 List of Orders with Search Using Customer Last Name “customer”

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Figure 4.5 Assign/Change Installers and Change Order Dates of Service


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4.4 Download CPE Install Work Orders to MITWithout using MOM, you would need to type in all work orders to a spreadsheet file on the MIT PC, the PC that has installed Palm OS and the Hot Sync Manager. When synchronizing the MIT against the MIT PC through a serial port connection, all work orders in the order spreadsheet file are downloaded into the MIT. You must manually manage the order file yourself, adding new orders as well as removing the orders after they have been completed. In addition, if the order entry centres and the CPE install garages are not co-located, new orders would need to be sent from the order entry centres to the install garages through e-mail or fax.

When used with MOM, the MIT gets the open work orders and valid installers directly from the MOM order database when you initiate the synchronization from the MIT. During the synchronization, the MIT also uploads any of its work orders which have been completed or failed. Since the MOM is a web-based system, the MIT PC desktops in CPE install garages only need to have Internet connections to the MOM in the order entry centre in order to download and upload orders.

By default, the MIT works with the order spreadsheet file on the MIT PC.

To configure MIT to work with the MOM, follow these steps after it is successfully installed.

To configure MIT to work with the MOM

1. Stop the Hot Sync Manager if it is running.

2. Open the mitsync.properties file in your MIT Data folder and change it to match the following:

• order.provider=url

• order.syncher=duplex

• installer.provider=url

• installer.syncher=write-only

• gos.provider=url

• gos.syncher=write-only

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3. Open the url.properties in the same folder and scroll to the bottom to change the transformation.service to plug in the IP address of the MOM server. For example, you would have a line like this if your MOM server IP address is 10.11.3.154:

transformation.service=http://10.11.3.154:8080/michael/transformationService.do

4. After you save your changes, restart the Hot Sync Manager. Next time you synchronize your MIT, it will communicate with the MOM for getting work orders and installers. Figure 4.6 shows some of the MIT screens for our example customer Demo Customer after the work order has been downloaded to the MIT.

For information on how to use the MIT to survey and install the CPE, please consult the BSU3000/SSU4000 CPE Survey and Installation Manual.

f Whenever you make changes to any MIT configuration files, be sure to re-start the HotSync. The changes will not take effect until the HotSync manager is re-started.

If you don’t see work orders to be displayed in MIT, in addition to checking the above configuration settings, you should also check the following two settings in the mitsync.properties file: order.view.days.back, and order.view.days.forward. If an order’s service date is not within these ranges, the order will not be included in the work order download from MOM.


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Figure 4.6 Download CPE Install Work Orders to MIT

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4.5 Order and Account Update upon CPE InstallationAs soon as the CPE is successfully installed, the Base Station sends an event to inform Gabriel. Gabriel in turn notifies the Service Activation Manager (SAM) in MOM and SAM updates the corresponding order in the order database. If a requested service instances is activated, its service action will be completed. When all of the service actions within the order are completed, the order’s activation status will become completed. Figure 4.7 shows the same order page for our example customer after the successful CPE installation.


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Figure 4.7 Example: Customer Order State upon Successful CPE Install

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The order’s equipment action for installing the CPE will also become completed and the actual CPE used for the installation is identified by its Hardware Serial Number (HSN) and saved in the MOM database. The Base Station and the sector used by the CPE installation is also updated and saved.

Figure 4.8 shows the customer account page for our example customer Demo Customer. The service tab of the customer account page displays all of the customer’s service instances and their states, including the ones that may have been cancelled or de-activated. If the customer has been given any static public IP addresses, they will also be displayed. In addition, the CPE equipment and host Base Station and sector information is also kept as part of the customer account.


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Figure 4.8 Example: Customer Account Upon Successful CPE Install

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In Figure 4.7, note that the install order for our example customer is still open. This is because its work order status is still open. An order can only be closed if both its activation status and its work order status are completed. When the installer who installed the CPE initiates a synchronization of his or her MIT next time against the MIT PC, the completion status of the work order will be uploaded to the MOM database. Figure 4.9 shows the closed state of the install order after its work order status is updated by the MIT synchronization to be completed. After an order is closed, you will not be allowed to make any changes to the order. All closed orders are persisted in the MOM database.

f You can also manually update an order’s work order status to be completed by searching the order and then clicking the Update Work Status button. This provides another way to close the order if the MIT was not used to upload the work order status.


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Figure 4.9 Example: Order State after Work Order Status Update from MIT

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Chapter 5 Query Customer Accounts and OrdersThis chapter describes how to find customers and their orders.

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5.1 IntroductionAll of the customer accounts and orders are persisted in the MOM database. When a customer contacts the customer service centre to place a new order, or to modify already in-progress order, you would need to first find the customer account and then view the customer’s past and present orders.

5.2 View a Customer Account and OrdersYou use the Customer > Search Customers menu to find a customer or customers. Figure 5.1 shows the customer search page. You can search a customer by the first name, the last name, the national ID, the account number, Location Code, phone number, or any combination of the above. MOM will display a list of customers who match the search filters you provide, as shown in Figure 5.2. Clicking the account link for a particular customer will display the customer account including the customer contact and address information as well as the service information (Figure 5.3).

Query Customer Accounts and Orders

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Figure 5.1 Search Customers

f If you are using MOM version 2.1Gb or higher, you must enter at least one search parameter. You can use wildcard (%) for last name and first name fields. For example, ana% for last name field would return all customers whose last names begin with “ana”.

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Figure 5.2 List of Customers Returned from the Customer Search


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Figure 5.3 Customer Account Page

The customer account page shows you all the service instances that the customer has, including the ones that are currently activated or still pending CPE installation, as well as the ones that were cancelled or de-activated. It does not, however, directly show you all the orders that the customer has requested.

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To list all the orders of the customer, either press the View Orders button available on the General tab page, or click the View Orders link on the Services tab. Figure 5.4 shows the page which lists all the orders for the customer Demo Customer.

Figure 5.4 List of All Orders for a Customer


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The order listing for a customer is divided to three categories based on the order state. The Closed Orders section lists all the customer orders which have been closed (either completed or cancelled), the Active Orders section lists all the orders that are still open, and the Unsubmitted Orders section lists any orders that have not been submitted. A category header will not appear unless there is at least one order within the category. As shown in Figure 5.4, the initial install order for this customer was completed on 12/22/03. On 12/23/03, a change service order was also completed for this customer. To view the detail of a particular order, click on the order number. For example, Figure 5.5 shows the service tab of the change service order number 5004. As you can see, this change service order added a voice line 425-123-8901 and also de-activate the HSD service.

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Figure 5.5 Order Detail: Order Number 5004 for Customer Demo Customer

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Chapter 6 Change Customer ServicesThis chapter describes how to create a change service order and how a change service order is processed in MOM. You use change service orders to add additional or remove voice or data services, to assign or remove public IP addresses, to change HSD grades of services, and to change phone numbers

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6.1 IntroductionAfter a customer has started to use the services requested in the install order, the customer may wish to change the existing services. For example, the customer may request to add additional voice lines, or add HSD service and request static public IP addresses, or remove certain services. You create change service orders for this type of requests.

6.2 Change Order, In-progress Order, or Disconnect Order?New MOM users are sometimes confused between a change service order, a disconnect order, and modifying an in-progress order. Before we begin describing how to create change service orders, it is important to point out their differences.

An in-progress order is not a new type of orderAn in-progress order can be any of the four types of orders: install order, change service order, disconnect order, or maintenance order. An in-progress order is simply a term often used for any order that is not completed and not closed. For example, a submitted install order is an in-progress order before the CPE is installed and the services are activated. A submitted change service order which requires no customer site visit can be an in-progress order for a short period of time, before it is picked up by SAM and provisioned by Gabriel. MOM allows you to modify an in-progress order to add additional service requests to the order or remove service requests from the order. You can also cancel an in-progress order. But as soon as the service actions in the order are completed, you will not be able to change or cancel the services by directly modifying the initial order. To change, you now must create a new order, a change service order.

You create a change service order to change the customer’s existing servicesFor example, remove one voice line by de-activating the correct service instance that is currently activated. You also create a change service order if you are to add the HSD service or public IP addresses or additional voice lines for an active customer. In fact, MOM will not allow you to create a change service order unless the customer has installed CPE on site.

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A change service order does require the physical removal of CPENote that although you may create a change service order to remove all of the customer’s services and release any public IP addresses, a change service order does not create an equipment action to remove the physical CPE from the customer site. If the customer wants to remove all the services permanently, the customer likely wants the CPE to be taken off also. In such a case, you should create a disconnect order. In the disconnect order, in addition to de-activating all services and releasing all public IP addresses, you also add an equipment action to remove the CPE. The status of the equipment action will be tracked. When MOM is confirmed about the CPE removal, it will automatically schedule a task to clean up the CPE record out of the Gabriel and the Base Station

6.3 Create a Change Service OrderWe will continue to use our example customer “Demo Customer”. As described in Chapter 4, this customer currently has one voice line and HSD services. Assume that the customer has requested to add one more voice line and also to remove the HSD service.

After you find the account for this customer and verify the customer data (described in Chapter 5), you go ahead click the Create New Order button and then select the Change Service order type. The order page for the new order is displayed (Figure 6.1), with the site information automatically populated. Go to the Services tab to enter service actions. When you select the Deactivate service action, you need to specify the service instance ID to be de-activated. The service actions for adding one voice line and removing the HSD service for our Demo Customer are shown in Figure 6.2. Submit the order once you complete the order entry.

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Figure 6.1 Change Service Order Site Tab


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Figure 6.2 Enter Service Actions for a Change Service Order

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6.4 Process a Change Service OrderAs soon as the change service order for our example customer is submitted, its work order status becomes completed. This is because MOM knows that this order does not contain any CPE work order. When the order is processed by MOM, MOM sends two provision requests to Gabriel, one for de-activating the HSD service, the other for activating the new voice service. When this is successful, MOM updates the activation status of the order to be completed. Since the activation status and work order status are both completed, the change service order becomes closed. Figure 6.3 shows the Service tab of the order page after the order was closed. Figure 6.4 is a snap shot of Demo Customer account after the change order was completed.


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Figure 6.3 Order Update After the Change Service Order is Closed

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Figure 6.4 Account Update After the Completion of the Change Service Order

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Chapter 7 Disconnect Customer ServicesThis chapter describes how to handle a customer disconnect request.

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7.1 IntroductionYou need to create a disconnect order when a customer asks to remove all of his or her services and no longer subscribes any services. Disconnecting a customer involves three tasks:

• De-activate all of the customer services and release all public IP addresses

• Recover the CPE from the customer site

• Delete the CPE record from the Gabriel and the Base Station

f You should not use disconnect order if the customer only wants to unsubscribe certain services, but not all of the services. In this case, you should use change service order instead.

7.2 Create a Disconnect Service OrderAssuming that our customer “Demo Customer” has decided to have the services disconnected. After you find the customer in MOM and verify the customer data, you create a disconnect service order (Figure 7.1).

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Figure 7.1 Site Tab of a Disconnect Order

Like the change service order, the Base Station site and sector information is automatically populated. The Services tab is also automatically populated with all service actions necessary to de-activate all services and remove all public IP addresses. Figure 7.2 shows the two actions that are automatically created to de-activate the two existing voice services for Mr. Customer.

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Figure 7.2 Services Tab of a Disconnect Order

For a disconnect order, there must be an equipment action to remove the CPE. This action is also automatically created (Figure 7.3). You only need to specify the date of service. This may be the date of the customer site visit to take back the CPE.


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Figure 7.3 Equipment Tab of a Disconnect Order

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7.3 Submit and Process a Disconnect OrderAfter you submit the disconnect order, MOM sends de-provision requests to Gabriel and de-activates the services. At this point, the first task of a disconnect order is completed and the customer no longer has any services as shown in Figure 7.4.

MOM will not ask Gabriel to delete the CPE record until the CPE has been taken off the customer site. This is indicated by the completion of the remove CPE work order. As of version 2.21, MIT only supports CPE install orders and maintenance orders. Therefore, remove CPE work orders are not downloaded to MIT. After you know that the CPE has been taken off the customer site, follow these steps to manually update the work order to be completed:

To manually update the work order to be completed

1. Use the Order > Search Orders page described in Chapter 4, and enter the customer name.

The search result is displayed in Figure 7.5.

2. Check the disconnect order for customer Demo Customer and then click the Update Work Order Status button.

3. On the new page (Figure 7.6), pick completed from the work order status list and submit the update.


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Figure 7.4 Order State Update After Service De-Provision

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Figure 7.5 Orders Found Using Last Name customer in the Search Order Page


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Figure 7.6 Update Remove CPE Work Order to Completed

This update marks the remove CPE work order for the disconnect order to be completed. This state change also triggers MOM to schedule a task to delete the CPE record. Next time MOM queries the order database, it finds the task and sends Gabriel a CPE record deletion request for this customer location. Upon completion, the CPE record will be taken out the Gabriel and Base Station. This completes the remove CPE equipment action and also closes the disconnect order, since all of the three tasks for a disconnect order have been completed (Figure 7.7).

f The deletion of a CPE record from Base Station should be done only after the CPE has been taken off the customer site and stops communicating with the Base Station. Therefore, you should update the work order status to be completed only when you know the CPE has been indeed taken off.

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Figure 7.7 Deletion of the CPE Record and Order Close

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Chapter 8 Modify and Cancel Customer OrdersThis chapter describes how to modify and cancel customer orders.

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8.1 IntroductionAfter an order is submitted, MOM coordinates various required activities to process and manage the state of the order until all the activities are completed and the order is closed. Some of these activities may take certain time to complete. For example, a CPE install order may take days to complete. In the mean time, the customer may decide to modify the order or even cancel the entire order. MOM provides functions to allow you to modify and cancel an in-progress order.

f Modifying or cancelling an order only apply to a submitted order. During the order taking, you can make corrections to the order entry by deleting service actions you entered. But this is NOT what we mean when we say modifying an order in this chapter. Even though unsubmitted orders are saved in the MOM database, they are like non-existent as far as the order processing is concerned.

8.2 When Can I Still Modify or Cancel an Order?An order consists of one or more service actions. Modifying an order means that you are adding or removing service actions in the order while the order is still in process. For example, before the CPE installation takes place, you can add additional service actions to the install order to request more voice lines, or cancel a service action from the install order. But you can not forever keep adding service actions to an order and cancel service actions from an order. MOM uses several rules that depend on the state and type of the order to consistently determine if or not an order can be modified and a service action can be cancelled. As a MOM end user, you may not necessarily have to understand these rules since MOM browser interfaces make adding and cancelling buttons available to you only when they are allowed for an order. But you can use MOM more effectively if you do understand these rules.

A service action can no longer be cancelled as soon as it is completedHow long a service action take to complete depends on the order type. For example, you may be able to cancel an activate service action several days after the install order was submitted because the service action remains in-progress until the installer installs the CPE. But for a change service order or a disconnect service order, this can be as short as a few seconds after the order submission, depending on the timing of the order submission and next MOM query of the database for new orders. For example, a de-activate service action completes as soon as MOM successfully sends the de-activate request to Gabriel and the Base Station.

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If the customer changes mind after the de-activation is done, you would need to create a new service action either in the same order (if it is not yet closed) or with a new order to put the service back. If this is a voice line, you may need to specify a different switch port if the previous one has already been taken by another voice activation service action for another customer.

For an install order, no new service actions can be added to the order as soon as the CPE is installed

This is triggered by the CPE install notification from Gabriel. To add more services after that, you create change service orders.

When you cancel a service action, MOM immediately puts the service action in Pending Cancel stateThis is a transition state which may exist only for a short while. Cancelling a service action may require MOM to send commands to Gabriel and Base Station. As soon as this is successful, the service action will become cancelled. During the pending cancel state of a service action, you will not be able to change and modify the service action.

If you attempt to cancel every service actions within an order, MOM automatically puts the order in Pending Cancel stateAs soon as all the pending cancel service actions become cancelled, the order activation status and work order will become cancelled and the entire order will become cancelled and therefore closed.

For closed orders and service action cancellationsWhen an order is closed, no further modification of the order is allowed. When a service action is cancelled, no further modification of the action is allowed.

The rest of this chapter will illustrate these rules using a couple of examples. The first example describes how you use MOM to make modifications to an install order, and the second example cancels the entire install order.

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8.3 Modify an OrderAssume that you have already submitted an install order for a customer named Jean Customer. The order is still in process and is waiting for the CPE installation. Jean decides to change her order. She wants to cancel the voice line with phone number 206-868-4567 and to add HSD service. You find her account and the install order as described in Chapter 5. The service actions in her order are shown in Figure 8.1. You create a new activate service action to add HSD service. You click the Cancel link to cancel the activate action that corresponds to the correct phone number. Figure 8.2 shows the state of the service actions right after you make these changes. Note that the pending cancel state of the being cancelled service action and the open state of the new service action.


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Figure 8.1 An In-Progress Install Order

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Figure 8.2 Modify the Install Order


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When MOM queries the database for new tasks, it will process these new tasks by sending commands to Gabriel. As soon as this is successful, MOM completes the changes and updates the order. This is displayed in Figure 8.3.

If the work order for this order was previously downloaded to MIT, when an installer synchronizes the MIT again next time, it will be updated with these changes.

f If you add and remove service actions on or close to the date of service of the install order and if the installer does not synchronize his or her MIT again, the work order in the MIT will not be updated with the changes. The CPE install and service activations will still work, it is just that the installer will not be aware of the changes. You may want to inform the installer if this is the case.

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Figure 8.3 Order State Update After the Changes Were Processed by MOM


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8.4 Cancel an OrderAs previously mentioned, to cancel an order, you cancel all the service actions in the order. We will continue to use Jean Customer as our example.

On the Services tab of her order page (Figure 8.3), click the Cancel link for both the in-progress actions. Note that the actions become Pending Cancel and so does the overall order status (Figure 8.4). After MOM successfully cancels both actions, the activation status and the work order status are updated to be Cancelled, and the entire order is also cancelled (Figure 8.5).

Cancelled work orders will not be downloaded to MIT. If a work order was previously downloaded to a MIT and the order was subsequently cancelled, its work order will be deleted from the MIT when the MIT is synchronized with MOM order database again.

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Figure 8.4 Cancel an Order


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Figure 8.5 Order State Update After the Cancel was Processed by MOM

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Chapter 9 Maintenance OrdersThis chapter describes how to create and manage maintenance orders.

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9.1 IntroductionWhen a customer reports some problems with his or her services, sometime you may need to dispatch a technician to the customer site to investigate and resolve the issues. You can use MOM to create and manage maintenance orders. A maintenance order that you create using MOM will be included in the work order download to the MIT in the field garages.

9.2 Create a Maintenance OrderAfter you find the customer and verify the services, you can go ahead to create a maintenance order. You must enter the date of service as well as some text in the special instructions. You can use the special instructions area to describe the customer issues and possible maintenance activities. The maintenance order will be included in the work order downloading as soon as you submit the order. You can also assign an installer to the maintenance order.

9.3 Download a Maintenance Order to MITWhen a maintenance work order is downloaded to a MIT, it contains customer name and address, scheduled appointment date, the Base Station information, the existing customer services, as well as a description of the problems the customer is experiencing. After the work order is completed in the field by a technician, the technician can mark the order as passed or failed on the MIT. Next time the technician synchronizes the MIT, its completion status will be uploaded to MOM and the maintenance order will be closed.

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Documents

Michael Order Management