Details for RA Control Implementation

1. Background

All LTE based services are activated through Order-to Activation (O2A) process. There is an
order generated for any job on SAP CRM which will contain KYC details and the order details.
SAP CRM is integrated with Order Manager which in turn interacts with all network and IT nodes
for provisioning as per order details. Mentioned below is high level diagram depicting
provisioning flow for LTE based services.

Figure 1 – HL Provisioning flow for LTE based services

Detailed Flow:

a. All customer orders are logged on CRM and on successful completion of payment, the
orders are sent to Order Manager (OM) for provisioning.
b. The OM orchestrates the configuration of customer orders on the various systems
involved (OSS, BSS and NSS). The status of each request processed is maintained by OM.
c. The systems which the OM interfaces with during the provisioning process are based on
the service type and network.
i. LTE – HSS and PCRF
ii. Voice – HSS, CNUM and PCRF
iii. FTTX/WIFI – Granite, PCRF and AAA
iv. OTT – COMVIVA subscription engine
d. Post provisioning of services at network nodes, OM shares successful provisioning status
to CRM.
e. CRM create services and products in CC and CI

2. Risks covered:
 Impact
Severity
Risk
Risk Root Cause Customer Revenue Others
#
Experience /
Leakage
Customer not Order Manager is not
configured on HSS successful in
will not be able to provisioning and
use the services activating subscriber on
resulting in customer HSS due to :
dissatisfaction 1. link failure
(Status mismatch) 2. link fluctuation
R1
3. Incorrect  Medium
interpretation of
status send by
HSS to CRM or
incorrect status
updated by HSS

Inconsistent Customer orders

subscriber numbers terminated on CRM but
R2 reported from corresponding account  Medium
different systems not deleted from HSS
(CRM and HSS)
Customers Customers directly
configured in HSS provisioned in HSS in
and not in CRM able earlier scenario due to
R3 to use the services absence of provisioning  High
without getting policy
charged (Status
mismatch)

3. Control Name: Subscriber Reconciliation for all network (SAP CRM vs. HSS) – Daily Analysis

4. Control Objective:

The objective of the control is to ensure consistency of customer database across various OSS /
BSS and NSS systems in relation to:
a. Count of customers is identical across SAP CRM and HSS
b. Customer status across CRM and HSS is identical

5. Control Description:

For successful delivery of services and appropriate charging for services provided, it is essential
that there should be match of the subscriber base as CRM and HSS. In case there is a mismatch
in counts of either system or status, it could result in revenue leakages or subscriber
dissatisfaction on account of the following major reasons:

a. Subscribers unable to use services – If customer account is not created on HSS or

there is a mismatch in customer status, customer won’t be able to use services
leading to bad customer experience
 b. Subscribers able to use services without getting charged – For cases where
subscribers to be de-provisioned from the network are still in HSS due to technical
faults, usage made can’t be billed leading to revenue leakage.

6. Frequency of the Activity:

This activity is automated on the SUBEX ROC RA tool and is performed on a daily basis. The
reconciliation is performed on data for (D-1) day on any given day.

7. Data Sources to be used:

Source Network
# Data Description Function Name SPOC
Element

1 CRM subscriber dump SAP CRM IT Operations <TBD>

2 HSS subscriber dump HSS IT Operations <TBD>

8. Activity Overview:

 Following activities are automated in RA Tool (SUBEX)

o CRM vs. HSS subscriber count validation (Two way reconciliation)
o CRM vs. HSS subscriber status validation (Two way reconciliation)

9. Probable Exceptions:

 Subscriber present in SAP CRM but missing in HSS

 Subscriber present in HSS but missing in SAP CRM
 Mismatch in subscriber status between SAP CRM and HSS

10. Exceptions reports generated

SAP CRM vs. HSS

 Subscribers present in SAP CRM but missing in HSS

o These exceptions need to be sent to OM and HSS team to analyze if provisional
failures were encountered during activation on HSS. Once reason is confirmed by the
concerned team, the subscribers will need to be configured on HSS. Following are the
reasons or provisional failures at HSS:
 Response time-out or negative response from HSS during provisioning flow,
resulting in subscriber not configured. However customer order is
successfully logged and present on SAP CRM.
o Refer Annexure – A52_E1 for the detailed exception report extracted from RA tool
 Subscribers present in HSS but missing in SAP CRM
o These exceptions need to be sent to OM and SAP CC team to analyze if all the
deactivated subscribers or any potential test accounts configured have been removed
from SAP CC and HSS
o Refer annexure – A52_E2 for the detailed exception report extracted from RA tool

 Subscriber status mismatch between HSS and SAP CRM

o This exception report is the summarization of subscriber status wise counts for SAP
CRM and HSS and the respective mismatches in the count. HSS contains both pre-
active and active subscribers; only active subscribers identified by TS21 flag are
considered for this recon
o Refer annexure – A52_E3 for the detailed exception report extracted from RA tool