Package Subscription Migrations
Contents
Overview
A package migration is a type of order that gives end users the ability to transition from one package plan to another package plan within the same service type.
To understand migrations, it is a good idea to have an awareness of the related billing objects.
- Customers order (subscribe to) a package plan.
- When the order is submitted, an 'instance' of the package plan that the customer subscribes to, is created.
- This 'instance' is called the customer's package subscription. It binds the package plan with the customer.
- Customers may subscribe to several package plans, creating a set of package subscriptions for each plan they subscribe to.
Package migrations work in conjunction with the package pool that stores the contractual benefits and penalties incurred when customers upgrades, cross-grades or downgrade their plan. This ensures customers are charged the appropriate contract break out fees or discounts as they defined in the contract.
Migrations can be paused at any time and returned to later. Any information saved up until this point will be retained, and other users will be prevented from starting another migration while there is already one in progress.
To continue with an incomplete migration:
Nav: Service > Migrations
The following page will be displayed showing a list of all migrations that have occurred, or are in progress. For those in progress, click the Order ID to resume the migration. The system will take the user to the last page within the migration process where it was saved.
The Migration Wizard
Start the Migration
New package subscription migrations is started from the customer level under the Customer > Package Subscription screen.
Under the Package Subscription Actions section, press the Migrate Package Subscription button.
Add Service Types
The first step in a migration is to choose the service types to add, if any. The list of available service types is based on the service types contained in the current subscription.
Tick any that apply and click Submit.
Package Selection
Choose which service types to keep under the new package. If the package subscription contains a single service then it cannot be cancelled in this screen.
Then, select a package from the available packages list. If the package plan cannot be found, you may need to step through the troubleshooting article below to determine why.
Press the Select button to proceed.
Service Allocation
This screen will present to the user the source pacakge and the desination package and will prompt users to configure any new services that may be contained in their new package.
Set the Date of Migration
Choose what date the migration will occur.
! IMPORTANT ! Setting a future date for a migration to occur will not result in the system automatically processing the migration when the date arrives. By default, a service type will still require a user to process the migration manually via the Manual Provisioning section of Cumulus. The future date is used by the Manual Provisioning page as a filter so users can see what service activation need to be done on a given date.
Some service types are configured to automatically process future-dated service activations and/or future-dated migrations. Check the help page for your service type if you are not sure. Service types configured to override the default behaviour will specifically note this information.
To find the page for a specific service type, use the search facility and enter the name of the service type.
Set the Agent
If an agent needs to be assigned to the order, select the agent from the commissions fields (requires Agents and Commissions)
Submit the Migration
Once you have completed all fields, and you are satisfied all the infomration is correct, press Complete Migration. The migration order will be closed and will not be editable.
The system will create new package and service subscriptions for the new plan under the customer. This will be referred to as the destination subscription.
Migration Business Rules
Different rules apply to migrations depending on several factors.
Manually Provisioned Services
If the migration is not future-dated:
- the source subscriptions will be Cancelled
- the destination subscriptions will be Active
- No further work needs to be done to finish the migration.
If the migration is future-dated:
- the source subscriptions will remain Active
- the destination subscription will be Preactive.
The destination subscription will be available to manually activate via the the Manual Provisioning page.
Automatically Provisioned Services
This only applies when a customer:
- moves away from a package that contained services they no longer want
- moves to a new package plan that contains additional services they do not have
- the service lost or gained is automatically provisioned.
Cancelling Services
- The source subscriptions will be initially placed into the status of PendingProvCancel.
- The provisioning sub-system (affectionately called 'Cyclone') initiates the relevant interactions with the carrier.
- The carrier system tells Emersion when the services are cancelled on the network
- The subscription statuses will be updated to Cancelled.
Additional Services
- The destination subscriptions will be initially placed into the status of PreActive'.
- The provisioning sub-system initiates the relevant interactions with the carrier.
- The carrier system tells Emersion when the services are connected and active on the network.
- The subscription statuses will be updated to Active.
Aborting a Migration
Aborting of a migration is possible prior to it being finalised via Services > Manual Provisioning (for semi-manual service types) or where the migration date is in the future. To abort a migration:
Go to the source package subscription under the customer and click the Abort Migration
Users will be asked to confirm the action. Once confirmed the system will:
- remove all preactive subscriptions that have been created
- revert the source subscriptions back to Active.
If a migration has completed automatically or been manually finalised, you cannot abort or reverse this action. You will be required to
- migrate back to the original package plan (where the migration was performed in error) or
- perform an additional migration to the correct plan (where the destination plan was incorrect). This may not be possible if package plans are not in correct contract pools.
In the case that contract break fees and/or new plan setup fees have been charged, you may be required to manually delete or modify cardlines.
Troubleshooting Migrations
These articles address common issues found when attempting to perform a migration.
- Why can't I migrate the customer's subscription?
- Why can't I find the destination package plan I want to migrate the customer to?
