Difference between revisions of "Services/Orders"
| Line 1: | Line 1: | ||
{{DISPLAYTITLE:Orders}} | {{DISPLAYTITLE:Orders}} | ||
| − | + | = Introduction = | |
| − | |||
When ordering services for customers, the process and steps to complete an order from start to finish may vary. It can depending on several factors including but not limited to: | When ordering services for customers, the process and steps to complete an order from start to finish may vary. It can depending on several factors including but not limited to: | ||
| − | * if the service being ordered is a | + | * if the service being ordered is new, a churn/port from another provider, an upgrade or a change of ownership ('CHOWN'). |
| − | * the optional modules you are subscribed to | + | * the optional modules you are subscribed to. |
| − | * the service types you use | + | * the service types you use and their requirements. |
| − | * custom business rules specific to your organisation that Emersion have implemented | + | * custom business rules specific to your organisation that Emersion have implemented on your behalf. |
| − | * whether | + | * whether the service type is automatically or manually provisioned. |
| − | + | The Emersion ordering process follows this generic order workflow. | |
[[file: Emersion-orders-workflow-diagram.png]] | [[file: Emersion-orders-workflow-diagram.png]] | ||
| Line 20: | Line 19: | ||
All orders will go through the following high-level steps: | All orders will go through the following high-level steps: | ||
| − | # Choosing a type of service(s) to be ordered | + | # Choosing a type of service(s) to be ordered. |
| + | # Choosing a [[PackagePlans/PackagePlans|package plan]] | ||
# Capturing the customer's information | # Capturing the customer's information | ||
# Capturing the information for the service (service configuration) | # Capturing the information for the service (service configuration) | ||
# Order finalisation and confirmation | # Order finalisation and confirmation | ||
| − | |||
== Transfer Types == | == Transfer Types == | ||
| Line 30: | Line 29: | ||
* Churn | * Churn | ||
| + | * Internal Churn | ||
* CHOWN | * CHOWN | ||
* Upgrade | * Upgrade | ||
| − | NEW services, | + | NEW services, service migration, service type migration and service cancellations do not involve a transfer of the service that uses the order process. |
;Churn | ;Churn | ||
| Line 39: | Line 39: | ||
;Internal Churn | ;Internal Churn | ||
| − | This is a special transfer type that is Emersion-specific. It is very similar to a churn except that the service currently exists in Emersion a different service provider, who also happens to | + | This is a special transfer type that is Emersion-specific. It is very similar to a churn except that the service currently exists in Emersion a different service provider, who also happens to subscribe to Emersion. The 'internal churn' is invisible to the user and happens under the hood. From the user's perspective, they will commence a churn in the normal way. |
;CHOWN (Change of Ownership) | ;CHOWN (Change of Ownership) | ||
This will move the service from one account to another under the same provider. It does not require the service to be ported from one supplier to another. | This will move the service from one account to another under the same provider. It does not require the service to be ported from one supplier to another. | ||
| − | ;Migration | + | ;[[/Migrations | Service Migration]] |
This will allow the customer to shift plans within a specific package pool. It the option to choose when all you need is to swap plans. Migrating to a new plan does not involve churning the service and the owner of the service remains the same. | This will allow the customer to shift plans within a specific package pool. It the option to choose when all you need is to swap plans. Migrating to a new plan does not involve churning the service and the owner of the service remains the same. | ||
| Line 50: | Line 50: | ||
This is a more extensive version of a migration. In addition to a straight migration, upgrades can utilise advanced ordering features such as a credit check or a 100-point identity check. It also supports a change to a plan that has products, enabling the customer to upgrade to a plan with hardware, handsets or other mapped items. | This is a more extensive version of a migration. In addition to a straight migration, upgrades can utilise advanced ordering features such as a credit check or a 100-point identity check. It also supports a change to a plan that has products, enabling the customer to upgrade to a plan with hardware, handsets or other mapped items. | ||
| − | In the cases of | + | In the cases of Internal Churn, CHOWN and Upgrade, the following activities will occur when the order is submitted: |
| − | # | + | On the '''source''' account: |
| − | # | + | # Package and service subscriptions are cancelled. |
| − | # Service | + | # Bolt-on and bolt-on add-on subscriptions are cancelled (end dated). |
| − | # | + | # Service features are cancelled. |
| − | # | + | # Primary and secondary service identifiers are end dated. |
| − | # Object Property values are copied to the new subscription. | + | |
| − | # Primary | + | On the '''destination''' account: |
| + | # Package and service subscriptions are created in a status of ''PreActive''. | ||
| + | # Mandatory bolt-on subscriptions are created. | ||
| + | # The same service features that existed under the source subscription are created under the new subscription. | ||
| + | # Any service contacts are copied to the new subscription. | ||
| + | # Object Property data values (as seen under the [[Account_Management/Customer_Screen/Service_Subscriptions/Config|Service Configuration]]) are copied to the new subscription. | ||
| + | # Primary and Secondary service identifiers are copied to the new subscription, including usernames and passwords identifiers flagged as authentication identifiers. | ||
| + | |||
| + | Once an order for a service is submitted, the system will create the necessary package subscriptions, service subscriptions. If they are also included in the package plan, the system will also create mandatory bolt-on subscriptions and mandatory service feature subscriptions. All subscriptions are created in a status of ''PreActive'' until such time as they are activated. Upon activation, the destination subscriptions will change to an active status and billing will commence from the date of activation. | ||
| + | |||
| + | While an order is incomplete, any part of the order can be edited and updated via moving forward and back through the order wizard. Once an order is submitted, it cannot be edited in any way. | ||
== Order Statuses == | == Order Statuses == | ||
| + | The following statuses can apply to orders: | ||
| − | + | ;Order Incomplete | |
| + | The order is in progress and can be altered in any way. | ||
| − | The | + | ;Order Completed |
| + | The order has been submitted and cannot be modified. The order can be viewed under the '''Customer > Order History''' page. | ||
| + | * Order Pending | ||
| − | + | == Provisioning or fulfilling an order == | |
| + | Once an order is submitted, a service subscription will be created in the status of '''PreActive'''. It will remain PreActive until the order has been fulfilled. This means in broad terms: | ||
| − | + | * actually provisioning the service and getting it running. | |
| − | Once | + | * sending the customer any items they need for the service such as hardware, SIM/Device cards. |
| + | * commencing the billing in Emersion. This is known as service activation. | ||
| + | |||
| + | Once the service is activated in Emersion billing will commence, and all subscriptions will be ''Active''. | ||
| + | |||
| + | How an order for a service is provisioned varies between service types. The following scenarios are common. | ||
| + | |||
| + | * Emersion controls provisioning and activating the service via interfacing directly with the supplier. | ||
| + | * Your service provider is an Emersion Wholesale Service Provider who will provision and activate the service on your behalf. | ||
| + | * Manually activate the service via the [[Semi_Manual_Provisioning|Manual Provisioning]] section or on the [[Account_Management/Customer_Screen/Service_Subscriptions/Config|Service Configuration]] page. | ||
| + | Regardless of the provisioning method, billing for the service does not commence until the service is activated. | ||
= See Also = | = See Also = | ||
| − | * [[/NewOrder |New Orders (includes a video demonstration of placing a new order) ]] | + | * [[/NewOrder|New Orders (includes a video demonstration of placing a new order)]] |
| + | * [[Account_Management/Customer_Screen/Order_History|Order History]] | ||
* [[/Migrations | Migrating a service]] | * [[/Migrations | Migrating a service]] | ||
| − | * [[Main_Page/Provisioning | Provisioning | + | * [[Main_Page/Provisioning | Provisioning]] |
* [[/Address-based Service Qualification | Orders that use address-based service qualification]] | * [[/Address-based Service Qualification | Orders that use address-based service qualification]] | ||
Revision as of 11:00, 23 November 2016
Contents
Introduction
When ordering services for customers, the process and steps to complete an order from start to finish may vary. It can depending on several factors including but not limited to:
- if the service being ordered is new, a churn/port from another provider, an upgrade or a change of ownership ('CHOWN').
- the optional modules you are subscribed to.
- the service types you use and their requirements.
- custom business rules specific to your organisation that Emersion have implemented on your behalf.
- whether the service type is automatically or manually provisioned.
The Emersion ordering process follows this generic order workflow.
Not all steps are required for all orders. For example:
- if your company does not subscribe to the terms and conditions module, this step will be omitted when you place an order.
- if your company does not require customers submit to a credit check, then this step will not be included when placing an order.
All orders will go through the following high-level steps:
- Choosing a type of service(s) to be ordered.
- Choosing a package plan
- Capturing the customer's information
- Capturing the information for the service (service configuration)
- Order finalisation and confirmation
Transfer Types
The transfer of services between accounts and suppliers is handled via the following transfer types supported via Emersion.
- Churn
- Internal Churn
- CHOWN
- Upgrade
NEW services, service migration, service type migration and service cancellations do not involve a transfer of the service that uses the order process.
- Churn
Also known as a 'port'. This transfer type will transfer an existing service from one supplier to another supplier. The owner of the service remains the same.
- Internal Churn
This is a special transfer type that is Emersion-specific. It is very similar to a churn except that the service currently exists in Emersion a different service provider, who also happens to subscribe to Emersion. The 'internal churn' is invisible to the user and happens under the hood. From the user's perspective, they will commence a churn in the normal way.
- CHOWN (Change of Ownership)
This will move the service from one account to another under the same provider. It does not require the service to be ported from one supplier to another.
This will allow the customer to shift plans within a specific package pool. It the option to choose when all you need is to swap plans. Migrating to a new plan does not involve churning the service and the owner of the service remains the same.
- Upgrade
This is a more extensive version of a migration. In addition to a straight migration, upgrades can utilise advanced ordering features such as a credit check or a 100-point identity check. It also supports a change to a plan that has products, enabling the customer to upgrade to a plan with hardware, handsets or other mapped items.
In the cases of Internal Churn, CHOWN and Upgrade, the following activities will occur when the order is submitted:
On the source account:
- Package and service subscriptions are cancelled.
- Bolt-on and bolt-on add-on subscriptions are cancelled (end dated).
- Service features are cancelled.
- Primary and secondary service identifiers are end dated.
On the destination account:
- Package and service subscriptions are created in a status of PreActive.
- Mandatory bolt-on subscriptions are created.
- The same service features that existed under the source subscription are created under the new subscription.
- Any service contacts are copied to the new subscription.
- Object Property data values (as seen under the Service Configuration) are copied to the new subscription.
- Primary and Secondary service identifiers are copied to the new subscription, including usernames and passwords identifiers flagged as authentication identifiers.
Once an order for a service is submitted, the system will create the necessary package subscriptions, service subscriptions. If they are also included in the package plan, the system will also create mandatory bolt-on subscriptions and mandatory service feature subscriptions. All subscriptions are created in a status of PreActive until such time as they are activated. Upon activation, the destination subscriptions will change to an active status and billing will commence from the date of activation.
While an order is incomplete, any part of the order can be edited and updated via moving forward and back through the order wizard. Once an order is submitted, it cannot be edited in any way.
Order Statuses
The following statuses can apply to orders:
- Order Incomplete
The order is in progress and can be altered in any way.
- Order Completed
The order has been submitted and cannot be modified. The order can be viewed under the Customer > Order History page.
- Order Pending
Provisioning or fulfilling an order
Once an order is submitted, a service subscription will be created in the status of PreActive. It will remain PreActive until the order has been fulfilled. This means in broad terms:
- actually provisioning the service and getting it running.
- sending the customer any items they need for the service such as hardware, SIM/Device cards.
- commencing the billing in Emersion. This is known as service activation.
Once the service is activated in Emersion billing will commence, and all subscriptions will be Active.
How an order for a service is provisioned varies between service types. The following scenarios are common.
- Emersion controls provisioning and activating the service via interfacing directly with the supplier.
- Your service provider is an Emersion Wholesale Service Provider who will provision and activate the service on your behalf.
- Manually activate the service via the Manual Provisioning section or on the Service Configuration page.
Regardless of the provisioning method, billing for the service does not commence until the service is activated.
