AccuPROFILE

IVR for SMART OTA

Requirements Specification

Document History

Revision Date Author(s) Reason for Change

A NSH Created

Approvals

Title Date Approved By

Technical Team Lead Simon Bradish
Programme Manager William Walters
Customer Representative A. N. Other.

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Table of Contents
1 Preface ................................................................................................................. 3
1.1 Purpose ..................................................................................................................................3
1.2 Scope .....................................................................................................................................3
1.3 Out of Scope ..........................................................................................................................3
1.4 Audience ................................................................................................................................3
1.5 Applicable Documents............................................................................................................3
1.6 Definitions / Acronyms............................................................................................................3

2 Introduction ......................................................................................................... 5
2.1 Purpose ..................................................................................................................................5
2.2 Overview ................................................................................................................................5
2.3 Issues / Constraints / Risks ....................................................................................................5

3 Call Flow .............................................................................................................. 6

3.1 Level 1 Diagram .....................................................................................................................7
3.2 Handset Activation PIN Verification .......................................................................................8
3.3 MDN Selection Process .........................................................................................................9
3.4 MDN Selection Option 1 - Random MDN.............................................................................10
3.5 MDN Selection Option 2 – MDM List Selection ...................................................................11
3.6 MDN Selection Option 3 – MDM Search..............................................................................12
3.7 MDN Selection Option 3 – Submenu (Selection Criteria) ....................................................13
3.8 Handset Activation Process .................................................................................................14
3.9 Handset Activation Failed Menu ..........................................................................................15
3.10 Call Transfer to CSC Process ..............................................................................................16
3.11 Script 17
3.12 Error Handling ......................................................................................................................18
3.12.1 Response timeout .................................................................................................18
3.12.2 Error Response .....................................................................................................18

4 Administration ................................................................................................... 19
4.1 Codec ...................................................................................................................................19

5 OTASP over HTTP Interface ............................................................................. 20

5.1 Handset Activation (programMDN) ......................................................................................20

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1 Preface

1.1 Purpose
This document is intended to provide requirements specification for the VoxPilot IVR as part
of the AccuPROFILE OTA delivery to SMART.

The requirements relate only to the IVR VoiceXML/Call Control XML application and the
usage of the OTASP over HTTP interface toward AccuPROFILE.

1.2 Scope
The aim of this document is to provide requirements for the VoxPilot IVR as part of the
AccuPROFILE OTA delivery to SMART.

1.3 Out of Scope

TBC.

1.4 Audience
The target audience of this document is technical readers and developers who wish to gain a
high level understanding of the proposed IVR modules and impact on the AccuPROFILE
architecture. Accuris Internal.

1.5 Applicable Documents

[1] AccuPROFILE OTASP in HTTP - Rev A.doc

1.6 Definitions / Acronyms

ESN Electronic Serial Number, 32-bit number assigned by MS manufacturer
uniquely identifying the MS.

HTTP Hyper Text Transfer Protocol

IMSI International Mobile Station Identity

MDN Mobile Directory Number

MEID Mobile Equipment IDentifier

MIN Mobile Identification Number

MS Mobile Station

OTAF Over-The-Air Service Provisioning Function

OTAPA Over-The-Air Parameter Administration

OTASP Over-The-Air Service Provisioning

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pESN Pseudo ESN, 32-bit number derived from MEID and used in place of ESN.
Pseudo ESN is not unique.

SNMP Simple Network Management Protocol

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2 Introduction

2.1 Purpose
The IVR for the SMART Over the Air (OTA) project is to provide an option for handset
activation to new customer. This feature allows new subscribers to activate their handsets on
the SMART network.

The purpose of this document is to identify and document the requirements that are required
to the IVR in order to inform customers of the availability of OTASP and allow customers to
program their phone without mobile user intervention.

2.2 Overview
The Over the Air Service Provisioning (OTASP) allows SMART Customers over the access
for mobile programming. The end user originating a call using a specified feature code
initiates the OTASP session. In other words, with OTASP, subscribers can program their
phone with a single call by dialling the special feature code (*228) at anytime from anywhere.

This feature will allows SMART customer to perform self- service activation without the
intervention of a customer service agent.

The IVR for OTA will provide SMART customers with an automated solution to program their
handsets. The IVR for OTA will decrease programming related calls by 3 minutes on agent-
based calls and will eliminate the live agent completely with the automated IVR solution.

2.3 Issues / Constraints / Risks

The development of the IVR for OTA does include the functionality for SMART subscribers to
enter an option “2” to indicate activate / program the mobile phone. However, this has
several ramifications:

1. Customers could not successfully make the call to the IVR due to poor radio frequency
coverage area. The customer would then have to initiate the OTASP from the SMART
provided coverage area.

2. If the OTASP process does not complete successfully (i.e. failure occurs at anytime
during the programming the process), the customer would then have to call back in to
talk to a CSR in order to start again and finish the programming of the mobile phone.

2.1. The customer could have to make extra calls to the Call Centres. There is a
both a monetary cost for such calls as well as the opportunity cost of not
fielding other calls that require live agent supports.

3. Customers could successfully make the call to the IVR but get disconnected before
the completion of the programming of their mobile phone due to Session failure,
commit failure, etc.

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3 Call Flow

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3.1 Level 1 Diagram

Play Welcome Msg [0001]

Language Selection Menu:[0002]

Press 1: Bahasa Indonesia [0003]
Press 2: English [0004]

Set
Language?
Language

Main Menu:
Press 1: Handset Activation [0005]
Press 0: CSC [0006]

1 0

Handset CSC:
RETRY Play on hold message.
Activation

Call Transfer to
Invoke MDN designated
success? agent
Selection Process
group.[0027]
MAIN NO
MENU
GO TO CSC
Failed:
YES Play failed
Invoke Handset message
Activation [0025]
Process to
AccuPROFFILE Success: Play
OTA successful
message.[0026]

GO TO CSC

Submenu:
Press 1: Return to main menu [0028]
Press 0: CSC [0006]

Hang Up

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3.2 Handset Activation PIN Verification

Main Menu

PIN Verification
Menu:
Play prompt[0000]

PIN verification
with AccuPROFILE
based on the input NO
by Caller

Valid?

YES

Invoke MDN
Selection
Process

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3.3 MDN Selection Process

Invoke MDN
Selection
Process

Play Prompt: [0007]

Press 1 for Random Number Plan [0008]

Press 2 for Normal Number Plan [0009]
Press 3 for Vanity Number Plan [0010]

Invoke Checking
procedure with
CBOSS backend

Valid? Play prompt

Option 1: Option 2: Option 3:

Play prompt and request for Play prompt and list out 5 Play prompt and request for
confirmation. MDN selection from CBOSS. input.

Handset
Hang Up Activation
Process

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3.4 MDN Selection Option 1 - Random MDN

Option 1:
Play prompt and request for
confirmation.

HTTP Request to
CBOSS interface
requesting
random MDN
from MDN Pool

External Interface
returns HTTP
Response with MDN Error Retry
attached Procedure

Play Prompt:
[Invoke TTS
Engine]
[0011+ MDN]

If caller decided to hang Confirmation Menu: Call Transfer

up at this point. No Press 1: Confirm [0012] to designated
confirmation and OTASP Press 2: Repeat [0013] agent
being activated. Status Press 0: CSC [0006] group.[0012]
reset to inactive MS.

Invoke
Handset
Activation
Process to
AccuPROFFILE
OTA

Exit To Main
Menu

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3.5 MDN Selection Option 2 – MDM List Selection

Option 2:
Play prompt and list out 5
MDN selection from CBOSS.

HTTP Request to
CBOSS interface
requesting
random MDN
from MDN Pool

External Interface
returns HTTP
Response with MDN
attached
Error Retry
Procedure

Play Prompt: [Invoke TTS Engine]

[0014 + MDN]

Press 1: [0015] + MDN_1

Press 2: [0016] + MDN_2 Refresh
Press 3: [0017] + MDN_3 MDN List
Press 4: [0018] + MDN_4
Press 5: [0019] + MDN_5
Press #: Next page [0020]
Press 0: CSC [0006]

Confirmation Menu:
Play prompt: [0000 + Call Transfer
MDN] to designated
If caller decided to hang
agent
up at this point. No
Press 1: Confirm group.[0012]
confirmation and OTASP
Press 0: CSC
being activated. Status
reset to inactive MS.

Invoke
Handset
Invoke MDN
Activation
Release
Request to
Request
AccuPROFFILE
OTA

Exit To Main
Menu

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3.6 MDN Selection Option 3 – MDM Search

Option 3:
Play prompt and request for
input.

Invoke MDN
Criteria
Selection
Process

External Interface
HTTP Request to
returns HTTP
CBOSS interface
Response with MDN Error Retry
requesting
attached Procedure
random MDN
from MDN Pool

Play Prompt: [Invoke TTS Engine]

[0014 + MDN]

Press 1: [0015] + MDN_1

Press 2: [0016] + MDN_2 Refresh
Press 3: [0017] + MDN_3 MDN List
Press 4: [0018] + MDN_4
Press 5: [0019] + MDN_5
Press #: Next page [0020]
Press 0: CSC [0006]

Confirmation Menu:
Play prompt: [0000 + Call Transfer
If caller decided to hang
MDN] to designated
up at this point. No
agent
confirmation and OTASP
Press 1: Confirm group.[0012]
being activated. Status
Press 0: CSC
reset to inactive MS.

Invoke
Handset
Invoke MDN
Activation
Release
Request to
Request
AccuPROFFILE
OTA

Exit To Main
Menu

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3.7 MDN Selection Option 3 – Submenu (Selection Criteria)

Invoke MDN
Criteria
Selection
Process

Criteria Selection Menu: [0021]

Call Transfer
Press 1: Prefix [0022] to designated
Press 2: Suffix {0023] agent
Press 3: Contain specific number [0024} group.[0012]
Press 0: CSC [0006]

Option 1: Option 2: Option 3:

Play Prompt: Play Prompt: Play Prompt:
Request for number Request for number Request for number
input input input

Construct HTTP Construct HTTP Construct HTTP

Request for Request for Request for
Prefix Search Suffix Search MDN Search

MDN Option 3
process flow

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3.8 Handset Activation Process

MDN
Selection
Menu

Invoke
Handset
Activation
Return Code
Process to
AccuPROFFILE
OTA
Return Code 0000 - OTA
Programming Success

HTTP Request Return Code 0001 - OTA General

Process Error

Return Code 0002 - OTA Session

Failed

The process will trigger a Return Code 0003 - OTA Protocol

HTTP GET request and Capability Failure
expecting a respond External
from the external Interface return Return Code 0004 - OTA SPL Failure
interface. HTTP Response

Return Code 0005 - OTA NAM

Update Failure

Return Code Return Code 0006 - OTA SSPR

Update Failure

Return Code 0006 - OTA Commit

Failure

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3.9 Handset Activation Failed Menu

Failed:
Play failed
message
[0009]

Press 1: To Retry [0014]

Press 0: CSC [0007]

Selection?

Press 1 Press 0

Handset CSC Call

Activation transfer
Trigger module

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3.10 Call Transfer to CSC Process

Call Transfer
to designated
agent
group.[0012]

Call Transfer
interface by
VoxPilot to
CBOSS CSC

Call Terminated

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3.11 Script
Voice prompt number Script
0001 “Welcome to SMART Telecom”
0002 “ Please select your preferred language”
0003 “ Press 1, for Bahasa Indonesia”
(Operator might need to use Bahasa Indonesia to play this prompt
and use this as default language)
“Untuk Bahasa Indonesia, Sila tekan 1”
0004 “Press 2, for English”
0005 “Press 2, for Handset Activation”`
0006 “To speak to our customer service consultant, please press 0”
0007 “ Please select your numbering plan”
0008 “Press 1 for Random MDN number Plan”
0009 “Press 2 for MDN Number List Plan”
0010 “Press 3 for Vanity Number Plan”
0011 “Your random MDN number is”
0012 “Press 1 to confirm your number”
0013 “Press 2 to repeat your number”
0014 “Please select your MDN number below”
0015 “Press 1 for”
0016 “Press 2 for”
0017 “Press 3 for”
0018 “Press 4 for”
0019 “Press 5 for”
0020 “Press hash for next list”
0021 “Please select your vanity number from below criteria”
0022 “Press 1 for Prefix vanity number”
0023 “Press 2 for Suffix vanity number”
0024 “Press 3 to enter a preferred number”
0025 “Your handset activation process has failed. Please try again or
contact the customer service consultant”
0026 “Please hold while we transfer you to our customer service
consultant, thank you”
0027 “To return to the main menu, please press 1”
0028 “Press 1 to retry. Thank you”

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3.12 Error Handling

All IVR menus that is created has standardize error handling such as:

• Response timeout

• Error Response

3.12.1 Response timeout

When a caller did not press any key within a given time out period (i.e. 5 sec), the IVR will
prompt the user with a reminder prompt: - “Sorry, we did not get the option you selected,
please select…” follow by the repetition of the menu that is triggering the response time out
error.

3.12.2 Error Response

When a caller selected the wrong selection from the given option (i.e. option 1 and 2 is give
but user press “3” instead); the IVR will prompt the user with a warning prompt:- “ Sorry, the
option you have entered is invalid, please try again…” follow by the repetition of the menu
that is triggering the error.

Play Welcome Msg [0001]

Language Selection Menu:[0002]

Press 1: Bahasa Indonesia [0003]
Press 2: English [0004] NO

RESPOND TIME OUT

Play reminder
NO Response?
prompt.

YES

Play selection
No more
valid? NO warning
retry?
prompt.

YES
YES

Processing End Call or

the response Route to CSC

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4 Administration

4.1 Codec
• A-law

• U-law

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5 OTASP over HTTP Interface

The interface to AccuPROFILE will be OTASP over HTTP [1], refer to [1] for full details of
this interface. The following commands will be used by the IVR.

5.1 Handset Activation (programMDN)

This scenario invokes a programs the device with MDN / NAM data selected automatically
by AccuPROFILE.

http://address.domain.com/OTAConsole/OTAAction.do?action=ivr&operation=programMDN&t
rn=1122334455

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