An AdvOSS Business Use-Case Document
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AdvOSS Trouble Ticketing
AdvOSS trouble ticketing is a module that is available on the
subscriber self-serve portal as well as in
the CSR (Customer Service Representative) GUI to allow a formal
communication and resolution of
their troubles through a ticketing system
AdvOSS OSS Suite comes with a Trouble Ticket module that also
integrates with AdvOSS CRM.
The module allows a Customer to open a trouble ticket into the
system. The default method of
opening a ticket is through self-serve GUI but the system also
optionally supports an IVR and a SMS
based interface to open new tickets.
The Customer chooses a broad category for his ticket that allows
to route the ticket to the right
personnel. Typical categories are:
Technical Support
Billing and Accounting
Sales and Order Management
These can be changed or other categories added into the system
by the administrators.
The CSRs are made members of the categories and each new ticket
goes into the category queue
unassigned. In such cases, any group member CSR can resolve the
ticket. But in other cases, any CSR
can assign the ticket to any specific CSR and then that CSR can
re-assign the ticket to yet another CSR
Ticket allows communications between customer and CSR and both
have option to change the status
of the ticket.
Reports and alerts can be configured on the state of tickets and
for any tickets that are lying in a state
more than the configured period, can be escalated to
managers.
Classification of tickets Tickets can be classified as high
priority, normal or other tags. Some workflows can also be written
to
automatically classify tickets based on customer
information.
Escalation Workflows System supports multiple workflow languages
to allow the administrators to define their escalation
strategy
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An AdvOSS Business Use-Case Document
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Closing of tickets Tickets can be manually closed by CSRs,
Customers themselves or if not, they are closed by the system
after a time has elapsed and no customer activity is done on the
ticket.
Customer feedback Once ticket is closed, customer is given an
option to leave feedback on the quality of the service that
he received on the ticket.
Real-Time Reporting The system gives real-time reports on the
status of all active and closed tickets.
Products Needed Handles all aspects of a Service Providers
relation to its customers including Product
Catalogue, Services and Offerings, Product Subscriptions,
Customer Data and also provides a
Self-Serve portal for the Customers.
OSS Suite is a set of products providing operational support for
all other AdvOSS Platforms
and Products.
About AdvOSS: AdvOSS Provides a wide range of solutions to the
telecoms and service providers that enable
them to deliver their services using SIP / IMS products, manage
their services over Radius
and Diameter protocols and then charge for their services in
different ways.
This document broadly illustrates how the features available in
different AdvOSS products can be configured to realize a particular
business use case. Different variations of the use case are
possible and it can be enhanced or changed to suit different needs.
For more information on how AdvOSS products can be configured to
meet your specific use cases, please contact us on
[email protected]
Copyright AdvOSS. All rights reserved.
www.advoss.com Address: Suite 130 10691 Shellbridge Way
Richmond, BC V6X 2W8 Canada
[email protected] Tel:+1 (604) 800 0269
