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| − | =Quarantine= | + | = Quarantine = |
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| − | The Quarantine function is used to review and resolve any billing issues encountered by BMS and the Billing and Rating engine during the Rating, Billing and Invoicing process. Issues may arise for many reasons, such as missing service information, incorrect rating data, or issues with the service usage file received from your upstream service provider. The Billing and Rating engine places these records into Quarantine for manual intervention. Once the issue is resolved, the records can be re-processed through the billing and rating engine to place the associated charges on to the required account’s invoice. | + | The Quarantine section of Cumulus is used to review and resolve any billing issues that are encountered in the Billing and Rating engine of Emersion. |
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| − | Throughout the billing cycle, and particularly around the bill run, you should regularly review Quarantine to resolve billing issues placed into Quarantine to ensure your account’s invoices contain all the appropriate charges. Records in quarantine may result in missing or incorrect charges on your invoices, and lead to missing revenue.
| + | The Billing & Rating engine (Batch Mediation System or 'BMS') functions include, but are not limited to |
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| + | * receiving & processing usage from your suppliers |
| − | Note that this section outlines the system actions performed to resolve billing issues identified by the Billing and Rating engine. It does not describe the business processes involved in determining the required action to resolve each issue.
| + | * rating the usage in accordance with your rate cards |
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| + | * appending rated usage to your customer accounts |
| | + | * producing CDRs for your customers (for Wholesale Service Providers) |
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| | + | Issues may arise for many reasons, such as missing service information, incorrect rating data, missing tariffs, or issues with the service usage file received from your upstream service provider. The Billing and Rating engine places these records into Quarantine for manual intervention. Once the issue is resolved, the records can be re-processed through the billing and rating engine to place the associated charges on to the required account’s invoice. |
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| − | The quarantine issues are categorised into broad two categories:
| + | Throughout the billing cycle, and particularly around the bill run, you should regularly review Quarantine to resolve billing issues placed into Quarantine to ensure your account’s invoices contain all the appropriate charges. Records in quarantine may result in missing or incorrect charges on your invoices, and lead to missing revenue. |
| − | * [[BMSQuarantine|BMS Quarantine]], which is separated into three types: Telephony BMS, Data BMS, and Misc BMS
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| − | * [[RatingQuarantine|Rating Quarantine]]
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| − | ==[[BMSQuarantine|BMS Quarantine|==
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| − | The Telephony BMS, Data BMS and Misc BMS quarantine pages list issues identified during the supplier file mediation process for your telephony services, data services, and miscellaneous service charges respectively. These issues will only appear if you receive service files (e.g. CDRs, usage feeds etc) directly from your supplier. If you are reselling services through an Emersion Wholesale Service Provider, you may not see any BMS quarantine issues.
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| − | ===BMS Quarantine Reasons===
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| − | The following table lists all BMS Quarantine reasons and the recommended action for each:
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| − | {| class="prettytable"
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| − | '''Quarantine Reason'''
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| − | '''Description'''
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| − | '''Recommended Action'''
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| − | Bucketer Called on Records With Rated Records
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| − | A duplicate usage fault
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| − | Submit an Emersion Support Ticket to rectify
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| − | Could not process all Accounts
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| − | An account was not able to be processed.
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| − | Submit an Emersion Support Ticket to rectify
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| − | Duplicate Usage Fault
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| − | The record received from the supplier satisfies the criteria for a duplicate record
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| − | Write Off
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| − | Fatal Exception Thrown
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| − | Internal Error
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| − | Emersion to rectify the cause and cleanse the CDR
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| − | Incorrect Duration Fault
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| − | Incorrect usage duration found in the record
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| − | Emersion maintains an internal exception list that determines which usage items can have 0 duration (e.g. SMS) - usage items not in the exception list are put into quarantine
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| − | If you believe the usage should be charged, the internal exception list may need to be updated
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| − | Submit an Emersion Support Ticket or Write Off
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| − | Mismatched Service Account Fault
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| − | Service is in the system but is not owned by you
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| − | Write Off and make a claim with your service supplier
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| − | No Accounts to Bill
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| − | Service is in the system but is not owned by you
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| − | Write Off and make a claim with your service supplier
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| − | No Package Available
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| − | The service is assigned to a Package ID that does not exist in the system.
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| − | Submit an Emersion Support Ticket to rectify
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| − | No Tariff Found
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| − | The billing system is unable to allocate a tariff to apply the charge
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| − | Submit an Emersion Support Ticket to add the missing tariff and then cleanse
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| − | No Valid Package Period
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| − | The service exists in the system but the Package Period is outside the usage date
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| − | Submit an Emersion Support Ticket to change the package periods and then cleanse
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| − | No Valid Service Sub Period
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| − | The service exists in the system but the Service Period is outside the usage date
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| − | Submit an Emersion Support Ticket to change the service periods and then cleanse.
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| − | No Valid Service Subscription Period
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| − | The service exists in the system but the Service Period is outside the usage date
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| − | Submit an Emersion Support Ticket to change the service periods and then cleanse.
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| − | Non Existent Service Fault
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| − | Service usage data has been received from the supplier that contains charges but the Service could not be located in the system
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| − | Add the Service to the appropriate account and then cleanse
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| − | Non Existent Tariff Key Fault
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| − | The billing system is unable to allocate a tariff to the usage to apply a charge
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| − | Submit an Emersion Support Ticket to add the missing tariff and then cleanse
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| − | Obsolete Usage Fault
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| − | The usage is in excess of the service supplier’s back billing threshold (usually 180 days)
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| − | Write Off and make a claim with your service supplier
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| − | Product Does Not Exist
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| − | Product is not found for the miscellaneous charge received from the supplier
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| − | Add the Product in the system and then cleanse
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| − | Unmatched Withdrawal Fault
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| − | A Withdrawal record cannot be matched to the original CDR
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| − | Investigate with supplier then Cleanse or Write Off
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| − | ===To View BMS Quarantine Records===
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| − | # Select '''Billing''' > '''Quarantine '''from the '''Menu.''' The ''Quarantine ''page will appear showing the ''BMS Usage Telephony Quarantine'' page by default.
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| − | # To view quarantine information for your telephony services, select the '''Telephony BMS''' tab. The ''BMS Usage Telephony Quarantine'' page will appear.
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| − | # To view quarantine information for your data services, select the '''Data BMS''' tab. The ''BMS Usage Data Quarantine'' page will appear.
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| − | # To view quarantine information for miscellaneous service charges (e.g. telephony products etc), select the '''Misc BMS''' tab. The ''BMS Usage Misc Quarantine'' page will appear.
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| − | {| class="prettytable"
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| − | <center></center>
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| − | The Telephony BMS, Data BMS and Misc BMS quarantine pages all look the same and operate in the same manner.
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| − | Search
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| − | You can locate BMS quarantine records by using the ''Search'' function. The following fields can be used to search for records:
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| − | * Quarantine ID the system generated quarantine record ID
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| − | * Batch number the system generated batch file number
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| − | * Carrier Name the service supplier
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| − | * Date Filtering No Date Filtering, Date Updated, or Date Released
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| − | * From allows date selection per the ''Date Filtering'' option via a Calendar tool
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| − | * To allows date selection per the ''Date Filtering'' option via a Calendar tool
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| − | * Service Identifier the service’s unique identifier, such as the phone number
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| − | * Batch File name as received from the supplier
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| − | * Carrier File Type dependant on the ''Carrier Name'' option selected
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| − | * Tariff Key the tariff key of the usage record
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| − | * Status All, Quarantine, Cleansed, Completed, Withdrawn, Write off, or Pending
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| − | * Quarantine Reason see the ''BMS Quarantine Reasons'' table above.
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| − | ===To Process records in BMS Quarantine===
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| − | # After reviewing the quarantine records and determining the required action, locate the required records in the list on the ''BMS Usage Telephony Quarantine ''page, the ''BMS Usage Data Quarantine'' ''BMS ''page, or the'' Usage Telephony Quarantine'' page. Use the search fields as required.
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| − | # Tick the check box beside each required record in the list.
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| − | To select all records on the current page of the list, tick the check box in the column heading row. All recorded will be ticked.
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| − | # Select the required action to update the selected records in the ''Update To'' drop list, which is located below the list of records.
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| − | The Actions and their results are as follows:
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| − | {| class="prettytable"
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| − | '''Action'''
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| − | '''Result'''
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| − | Cleansed
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| − | You or the Emersion Billing Operations team have made the necessary changes in the system to resolve the issue. The record will be marked as ready to be re-processed by the billing and rating engine, which will place the charge on the appropriate account’s invoice.
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| − | Action Pending
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| − | Places the item into a ''pending'' status. This can be used to mark the record as being actioned where it may take a few days for you to resolve the issue.
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| − | Write off
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| − | The record will be flagged in the system as not billed and ignored by the billing and rating engine. These records will appear in the write off report.
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| − | Quarantined
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| − | Leaves the record in the list for further investigation.
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| − | # Click the '''Submit''' button. The system will update the selected records and display a message at the top of the page showing the records have been updated.
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| − | ==Rating Quarantine==
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| − | Rating quarantine lists all rating, billing and invoicing issues identified by the Billing and Rating engine other than those identified during the supplier file mediation process by the BMS process.
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| − | ===Rating Quarantine Reasons and Error Codes===
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| − | The following table lists all Rating Quarantine reasons and the recommended action for each:
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| − | {| class="prettytable"
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| − | '''Quarantine Reason'''
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| − | '''Description'''
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| − | '''Recommended Action'''
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| − | Invalid Service Type
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| − | The Service Type is not set correctly for the usage data received from the supplier
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| − | Submit an Emersion Support Ticket to rectify
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| − | Missing Service Subscription
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| − | Service exists in the system but the Service Subscription is missing
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| − | Submit an Emersion Support Ticket to rectify
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| − | Invalid Package Period
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| − | The service exists in the system but the Package Period is outside the usage date
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| − | Submit an Emersion Support Ticket to change the package periods and then cleanse
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| − | Invalid Rounding Type
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| − | The underlying Service Plan setup is incorrect
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| − | Submit an Emersion Support Ticket to rectify
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| − | Rating Failed – Unknown Reason
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| − | Internal Issue
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| − | Emersion to rectify the cause and cleanse
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| − | Invalid Carrier Cost
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| − | A missing or invalid carrier cost is found in the record where one should exist
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| − | Submit an Emersion Support Ticket to rectify
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| − | Invalid Usage Hierarchy
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| − | Internal Issue
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| − | Emersion to rectify the cause and cleanse
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| − | Missing Rate Card
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| − | A Rate card has not been allocated to Service Plan
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| − | Add a Rate Card to the required service plan and then cleanse
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| − | If you need to backdate the usage, submit an Emersion Support Ticket to assist
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| − | Missing Rate
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| − | Although the Rate Card exists in the system, no rate is found for this tariff
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| − | Add a Rate Card to the appropriate Service Plan and then cleanse
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| − | Invalid Rate
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| − | An error has been detected in the rate configuration.
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| − | Review the rate card configuration
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| − | If required, submit an Emersion Support Ticket to assist
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| − | Bolting Failed – Unknown Reason
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| − | Internal Issue
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| − | Emersion to rectify the cause and cleanse
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| − | Invalid Bolt On
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| − | Bolt on type is not valid for the Service Plan
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| − | Submit an Emersion Support Ticket to rectify
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| − | Invalid Bolt On Subscription
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| − | Bolt on subscription exists in the system but the bolt on has been removed
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| − | Submit an Emersion Support Ticket to rectify
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| − | Invalid Bolt On – Markup Set On Underlying Rate
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| − | Internal Issue
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| − | Submit an Emersion Support Ticket to rectify
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| − | Charging Failed – Unknown Reason
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| − | Internal Issue
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| − | Emersion to rectify the cause and cleanse
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| − | Invalid Charging Attribute
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| − | An invalid charging attribute was detected
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| − | Submit an Emersion Support Ticket to rectify
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| − | Invalid Charging Attribute – Mark-up Set on Underlying Rate
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| − | Internal Issue
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| − | Submit an Emersion Support Ticket to rectify
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| − | Invoicing Failed – Unknown Reason
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| − | Internal Issue
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| − | Emersion to rectify the cause and cleanse
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| − | Invalid Cap Attribute
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| − | The Plan Cap has not been set however the Rate Card has capped tariffs
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| − | Add the required Cap amount to the Plan and then cleanse
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| − | Invalid MaxType Cap Attribute – Mark-up Set on Underlying Rate
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| − | Internal Issue
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| − | Submit an Emersion Support Ticket to rectify
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| − | Invalid MaxType Cap Attribute
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| − | Mismatched cap type was detected (e.g. tariff is in seconds but the Cap type is KB)
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| − | Correctly set the Cap Max type attribute and then cleanse
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| − | ===To View Rating Quarantine Records===
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| − | # Select '''Billing''' > '''Quarantine '''from the '''Menu.''' The ''Quarantine ''page will appear.
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| − | # Click the '''Rating''' tab on the ''Quarantine'' page. The ''Rating Quarantine'' page will appear.
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| − | Note that the page may take a few moments to appear.
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| − | Search
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| − | You can locate Rating quarantine records by using the ''Search'' function. The following fields can be used to search for records:
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| − | * Quarantine ID the system generated quarantine record ID
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| − | * Service Identifier the service’s unique identifier, such as the phone number
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| − | * Call Date From allows date selection via a Calendar tool
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| − | * Call Date To allows date selection via a Calendar tool
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| − | * Batch File Number the system generated batch file number
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| − | * Batch File name as received from the supplier
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| − | * Tariff Key the tariff key of the usage record
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| − | * Status see the ''Rating Quarantine Reasons'' table above
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| − | ===To Cleanse Records in Rating Quarantine===
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| − | Once you, or the Emersion Billing Operations team, have made the necessary changes in the system to resolve the issue, the ''Rating Quarantine'' record must be updated as cleansed so it is marked as ready to be re-processed by the billing and rating engine, which will place the charge on the appropriate account’s invoice.
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| | + | Quarantine issues are categorised into broad two categories: [[Quarantine/BMS_Quarantine|BMS Quarantine]], which is separated into three types: Telephony BMS, Data BMS, and Misc BMS; and [[Quarantine/Rating_Quarantine|Rating Quarantine]]. |
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| | + | This handy manual defines the reasons why usage may be quarantined and tells you how to resolve the issue. |
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| − | # After reviewing the quarantine records and correcting the issues, locate the required records in the list on the ''Rating Quarantine'' page. Use the search fields as required.
| + | [[media:Emersion Quarantine Manual Excerpt v0.1.pdf]] |
| − | # Tick the check box beside each required quarantine record in the list.
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| − | To select all records on the current page of the list, tick the check box in the column heading row. All recorded will be ticked.
| + | '''Note:''' This section outlines the system actions performed to resolve billing issues identified by the Billing and Rating engine. It does not describe hjow to investigate issues and determine what action is required action to resolve each issue. |
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| − | # Click the '''Cleanse''' button. The system will update the selected records and display a message at the top of the page showing the records have been cleansed.
| + | * [[Quarantine/BMS_Quarantine|BMS Quarantine]] |
| | + | * [[Quarantine/Non Existent Service|Non Existent Services]] |
| | + | * [[Quarantine/Rating_Quarantine|Rating Quarantine]] |
| | + | * [[Quarantine/BMS Quarantine/Preactive Package| Preactive Package]] |
| | + | * [https://resources.emersion.com/display/EKB/IPND+Module IPND_Quarantine] |
| | + | * [[Quarantine/Service Feature Quarantine | Service Feature Quarantine]] |
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| − | The records will now be ready to be re-processed by the billing and rating engine.
| + | = See Also = |
| | + | * [https://resources.emersion.com/display/EKB/Cleanse+and+Write+Off+Quarantine Cleansing Quarantine records in bulk] |
The Quarantine section of Cumulus is used to review and resolve any billing issues that are encountered in the Billing and Rating engine of Emersion.
The Billing & Rating engine (Batch Mediation System or 'BMS') functions include, but are not limited to
Issues may arise for many reasons, such as missing service information, incorrect rating data, missing tariffs, or issues with the service usage file received from your upstream service provider. The Billing and Rating engine places these records into Quarantine for manual intervention. Once the issue is resolved, the records can be re-processed through the billing and rating engine to place the associated charges on to the required account’s invoice.
Throughout the billing cycle, and particularly around the bill run, you should regularly review Quarantine to resolve billing issues placed into Quarantine to ensure your account’s invoices contain all the appropriate charges. Records in quarantine may result in missing or incorrect charges on your invoices, and lead to missing revenue.
This handy manual defines the reasons why usage may be quarantined and tells you how to resolve the issue.
