TE FRS

Fixed Line Order Operation

HUAWEI TECHNOLOGIES CO., LTD.

Copyright © Huawei Technologies Co., Ltd. 2016. All rights reserved.
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Huawei Technologies Co., Ltd.

Address: Huawei Industrial Base
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 - Fixed Line Order Operation Contents

Contents

About This Document....................................................................................................................1

1 Fixed Line Order Operation.......................................................................................................3
1.1 Definition.....................................................................................................................................3
1.1.1 Order Management Features.................................................................................................................................3
1.1.2 Order Status and Status Transition........................................................................................................................4

1.2 Business Process.....................................................................................................................5

1.3 Feature Component..................................................................................................................6
1.3.1 FC.FixedLine.OrderOperation.001 Order Execution...........................................................................................6
1.3.2 FC.FixedLine.OrderOperation.002 Order Fee and Payment.............................................................................6
1.3.3 FC.FixedLine.OrderOperation.003 Orders Info Display.....................................................................................7
1.3.4 FC.FixedLine.OrderOperation.004 Order Cancellation....................................................................................11
1.3.5 FC.FixedLine.OrderOperation.005 Order Modification.....................................................................................12
1.3.6 FC.FixedLine.OrderOperation.006 Order Abandon (Terminate).....................................................................14
1.3.7 FC.FixedLine.OrderOperation.007 Notification..................................................................................................14
1.3.8 FC.FixedLine.OrderOperation.008 Order Close................................................................................................14
1.3.9 FC.FixedLine.OrderOperation.009 Pending Conflict Orders...........................................................................14

1.4 Impact on the System.............................................................................................................15

1.5 Application Limitation............................................................................................................15
1.6 GUI Prototype...........................................................................................................................15
1.6.1 GUI Flow..................................................................................................................................................................15
1.6.2 GUI Description.......................................................................................................................................................15

1.7 Reference...................................................................................................................................15

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 TE FRS - Fixed Line Order Operation About This Document

About This Document

- Change History
Date Versio Description Author
n
2018-07-09 0.1 Draft Ajit Kumar
Pal
(Huawei)
2018-07-10 0.5 Updated as per review Ajit Kumar
1.2 - Diagram updated to remove Pal
Suspend, Resume and Added Re-dispatch (Huawei)
1.3.5 - Added more information about
modify order fee calculation & payment
1.3.4 – Updated to mention that CRM will
wait for OMS final response even if order
cancel request is accepted by OMS.
2018-07-20 0.9 1.3.4. Added more order cancellation Ajit Kumar
business scenarios as per list provided by Pal
TE (Huawei)
1.3.5. Added more order modification
business scenarios as per list provided by
TE
2018-07-24 0.91 Updated after Mantis ticket online review Ajit Kumar
1.3.2 - Ticket 2247 Pal
(Huawei)
2018-08-03 0.92 1.3.3 – Update with more information Ajit Kumar
about order query information to include Pal
OMS info, offer into – ticket 2249 (Huawei)
1.3.9 – New section added to include
pending conflict order use cases
1.3.5 – Cancel FTTH Cancellation added.
1.3.2 – Clarified about order payment, Pay
on Spot & Charge to Account
2018-08-08 1.0 a) 1.3.4 - Added Change to VDSL order to Ajit Kumar
cancellation order list Pal
b) Version updated for sign-off (Huawei)

- Assumptions
Assumption ID Assumption Description
AS.001 The entire GUI mentioned under “GUI Prototype” section in this
document is only for reference.

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 TE FRS - Fixed Line Order Operation About This Document

- Glossary
Term Description
BES Business Enabling System
FRS Function Requirement Specification
CRM Customer Relationship Management
CBS Convergent Billing Solution
CSR Customer Service Representative
NE Network Element

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 TE FRS - Fixed Line Order Operation 1 Fixed Line Order Operation

1 Fixed Line Order Operation

1.1 Definition
Feature ID: Feature.FM.FMC.OrderOperation

Description This feature provides a general query to help customer easily track all
fixed line order information, such as order status, order handling track and
order errors.
Customer can also manage orders through this feature, like cancelling
order, modifying order.
Scenario 1. An operator queries order information including order status, OMS
order information.
2. An operator modifies, cancels, re-dispatches, and terminate an order
Channels This feature can be triggered by:
BSS CRM
Initial Operator Fixed line customer
Prerequisites An order has been created in the system after validation
Post-conditions Order information query result is displayed and order modification,
termination and cancelation is successful

1.1.1 Order Management Features

Feature Sub Function
Various Flexible Multiple Payment Method
Payment Modes 
Payment by cash

Payment by bank card
Order Verification Order verification: checks service validity and consistency after orders
are submitted
Order Process and 
Order Processing
Scheduling 
Order Scheduling Management
Orchestration
Order Operation 
Query order

Modify order

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 TE FRS - Fixed Line Order Operation 1 Fixed Line Order Operation

Feature Sub Function


Cancel order

Abandon order

Re-dispatch

1.1.2 Order Status and Status Transition

When an order has not reached any one of the final status (Completed, Cancelled or terminated),
the order is considered as pending.
CRM will not allow creating an order if there is a conflicting order in pending status. Two orders are
considered conflicting,
a) If the one completed after the other will override the subscriber information, e.g. status, offers
etc. Example, suspend and resume subscriber order are conflicting. If suspend order was
submitted first but pending and resume order is allowed to create, then resume order may
complete first and suspend order may complete later, so the final status of the subscriber will
become suspend which is not correct.
b) By default, same orders are conflicting, e.g. if a customer asked for option pack (static IP),
agent create one add VAS order. If by mistake agents create another order for the same
subscriber, fulfillment may not be able to decide which one to handle or need to handle both.

BSS order management will optimizes to reduce the conflict scenarios.

The following table describes all order statuses in BSS.

Order Item Status Description
Initial When a request is submitted to start processing immediately, after initial
verification is passed, an order is created with Initial status. It is system
internal status where order is queued before starting execution.
Future When a request is submitted to start processing in a future date, an order is
created with Future status.
Uncompleted When an order execution is started, order enters the Uncompleted state.
Amending When an agent modifies order information, the order status becomes
Amending.
To be Cancelled An order cancellation can involve rollback task, so when an order
cancellation request is submitted, the status changes to To be Cancelled
Cancelled When an order cancellation is completed, order status becomes Cancelled.
It is a final order status.
Abnormal When an order execution failed, the order enters the Abnormal state.
Terminated An Abnormal order can be terminated and status changed to Terminated.
This is when rollback is not possible; neither order can execute the
remaining tasks. It is a final order status
Completed When the execution of an order is complete, order enters the Completed
state. It is a final order status

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Order Status Transition:

1.2 Business Process

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 TE FRS - Fixed Line Order Operation 1 Fixed Line Order Operation

1.3 Feature Component

1.3.1 FC.FixedLine.OrderOperation.001 Order Execution
Business Handling
In CRM, when order information is complete, agent submits the order to execute fulfillment
tasks to complete the order. Order fulfillment steps may include calling legacy applications, like
OMS, Matrix for service fulfillment/activation and Huawei CBS for order information
synchronization.

 When CRM sends request to OMS, CRM will wait for OMS order fulfillment final status
which may involve manual task and take several days.
 In normal scenario, OMS will complete the order fulfillment, but in some scenarios, e.g.
phone number has a problem cannot be resolved, so fulfillment team will can cancel
the order in OMS. Based on OMS response, CRM will identify if OMS order is
completed successfully or OMS order is cancelled and completes the order or cancel
the order in CRM
Integration
CRM Integrate with OSS/OMS

1.3.2 FC.FixedLine.OrderOperation.002 Order Fee and Payment

Business Handling
Order business fee will be configured in catalog with payment type as “Pay on Spot” or “Charge
to Account’. Charge to account means, charge will be added in the next billing cycle invoice
During order capture, before order is created, agent can change Pay on Spot to Charge to
Account and vice versa. It cannot be changed after order is created in CRM
If a business fee is configured as Pay on Spot, customer has to pay the fee to complete the
order.
As per TE requirement, in some scenarios business fee payment can be delayed, e.g. new
ADSL/VDSL service may not be fulfilled due to technical problem or VIP customer need to be
service should be installed first. So, CRM will provide 2 options for business fees which is
configured to pay on spot: Pay Now or Pay Later.
Pay Now (default selected) – CRM will not allow agent to submit the order for fulfillment before
accepting the payment.
Pay Later (controlled by access permission) – CRM will allow agent to submit the order for
fulfillment. Any time customer can come to make the payment. Even if order fulfillment
completed in OMS, CRM will wait for the payment to complete the order.
Integration
NA
GUI: Low Fidelity GUI
Pay Now:

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 TE FRS - Fixed Line Order Operation 1 Fixed Line Order Operation

Pay Later:
Submit order without payment

Open business fee payment page to make payment:

1.3.3 FC.FixedLine.OrderOperation.003 Orders Info Display

Business Handling
Order query will provide order information available in CRM including the information queried
from OMS.
Business Rules
Operators must have the order search permission.

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TE FRS - Fixed Line Order Operation 1 Fixed Line Order Operation

Integration
CRM Integrate with OMS to show the fixed line work order information.
GUI: Low fidelity GUI

Element Type Description Valid Action Action Remarks

ation Descriptio
Rule n
Order Search
Service Text Broadband Phone - - -
Number Number with area code
Order ID Text CRM order number - - -
Busines Dropdow Business Type defined in - - -
s Type n list CRM, list of values. E.g.
Create Fixed Line
Subscriber,
Change Offer,
Suspend,
Resume,
Deactivate,
Transfer of Ownership, etc
Order Dropdow Order Status - - -
Status n list
Order Dropdow Order Type list. E.g. - - -
Type n list Normal order
Bulk order
Operator Text Select an Operator - - -
Start Calenda Order creation start time - - - Default value is
Time r the date one
week ago
End Calenda Order creation end time - - - Default value is
Time r current date

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TE FRS - Fixed Line Order Operation 1 Fixed Line Order Operation

Element Type Description Valid Action Action Remarks

ation Descriptio
Rule n
Include Selector If search should include - - - Default value is
History order which reached final unselected.
status, e.g. completed,
cancelled
Search Button Search button - - -
Reset Button Reset button - - -
Order Info
Order ID hyperlink CRM Order ID - Click Popup Read-Only
order detail
page
Busines Label Business Type - - - Read-Only
s Type
Sub- Label Sub-Business Type - - - Read-Only
Busines
s Type
Order Label Order Type - - - Read-Only
Type
Custom Label Customer Name - - - Read-Only
er Name
Status Label CRM order status - - - Read-Only
Service Label Broadband Phone number - - - Read-Only
Number
Operator Label Operator Name - - - Read-Only
Handling Label Handling channel - - - Read-Only
Channel
Handling Label Order creation time - - - Read-Only
Time
Handling Label Order handled by - - - Read-Only
Compan organization defined in
y system management
Operatio Button Cancel Button Permi Click Popup If the order
n Group ssion Cancel cannot be
contro reason cancelled (for
lled input page example, it is
and Cancel completed or
order. cancelled),
Cancel Button is
disabled.
Modify Button Permi Click Popup If the order

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 TE FRS - Fixed Line Order Operation 1 Fixed Line Order Operation

Element Type Description Valid Action Action Remarks

ation Descriptio
Rule n
ssion Modify cannot be
contro order page. modified (for
lled example, it is
completed or
cancelled),
Modify Button is
disabled.
Re-Dispatch Button Permi Click When an If order cannot
ssion order status be re-submitted
contro is (only Abnormal
lled Abnormal, order can be re-
can be re- submitted), Re-
submitted Dispatch button
to continue is disabled
execution
Abandon Button Permi Click When an If order cannot
ssion order status be abandoned
contro is Abnormal (only Abnormal
lled and cannot order can be
rollback or aborted), Abort
cannot button is
complete, disabled
order
should be
aborted, so
that order
status
change to
Terminated

When Click on the Detail/View button in the above page: Following GUI will open which will include
OMS order information supported by OMS order query interface. OMS order query should return OMS
order logs.

When click on the CRM order in the above GUI, it will show offer information, add/delete/modify:

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 TE FRS - Fixed Line Order Operation 1 Fixed Line Order Operation

1.3.4 FC.FixedLine.OrderOperation.004 Order Cancellation

Business Handling
For fixed line order customer can ask to cancel the order due to personal reasons or order can
be cancelled because TE cannot provide service because of various technical or non technical
reason.
1. If customer request for order cancellation, CRM will send the order cancellation message to OMS and
record the cancel reason.
a) If OMS rejects order cancellation request, because of current fulfillment step reached
point of no return (PONR, will be defined in OMS), CRM will continue to wait for the
original order OMS fulfillment response.
b) If OMS accepts order cancellation request, it means, OMS will cancel the order, CRM
will continue to wait for OMS final response.
2. In some scenarios, TE cannot fulfill the customer’s request because of several reasons like
phone line has problem, or Option Pack (Static IP) is not available. In this case, order can be
cancelled by fulfillment team in OMS and OMS will send final response to CRM as order
cancelled. CRM need to cancel the order.
3. CRM need to consider about the refund of the business fee, if the fee is collected from
customer already.
4. In case of cancellation of register new broadband subscriber, in some scenario TE can
charge the customer a fixed fee because certain steps in fulfillment was completed. So, OMS
final response that order is cancelled will have a specific value to indicate which cancellation
need charge customer and which don’t need charge customer. Ex. OMS response code=0
means fulfillment completed, 1 = order cancelled, but not charge customer, 2= order
cancelled, but charge customer. Refer to OMS ISD for actual response parameter value,

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Business Rules
Operators must have the order cancellation permission.

 CRM allows canceling an in-flight order, before corresponding OMS order is closed.
 Following are the business scenarios for order cancellation which will be supported
by OMS. OMS will define PONR and decide to accept or reject order cancellation
request.
 Cancel Register broadband subscriber order for ADSL/VDSL/FTTH
 Cancel Value Added Service add order for Option Pack
 Cancel CPE only order
 Cancel Deactivation order for ADSL/VDSL/FTTH
 Cancel ONT replacement order
 Cancel Change to VDSL order
Integration
CRM Integrate with OSS/OMS to cancel the order.
GUI: Low fidelity GUI

Element Type Description Validation Action Action Remarks

Rule Description
Basic Info
Reason Dropdo  Operator None None None Mandatory
wn list Request
box  Customer
Request
Description Text Description None None None Mandatory
Area
Submit Button Submit button None Click None
Close Button Close button None Click None

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 TE FRS - Fixed Line Order Operation 1 Fixed Line Order Operation

1.3.5 FC.FixedLine.OrderOperation.005 Order Modification

Business Handling
This feature enables operators to modify attributes of order. After the modification, agent
resubmits order in CRM to modify the order in OMS.

 If the modify order request is accepted by OMS, CRM will apply the modified
information. CRM will wait continue to wait for the OMS final response.
 If the modify order request is rejected by OMS, CRM will revert back the
modification and continue to wait for the OMS final response.
 If OMS sends final response before agent submits the modification to OMS, CRM
will revert back the modification and continue order fulfillment.
Business Fee payment:
1. If customer paid the business fee and modification has a difference in fee,
agent must get the additional payment or refund when submit the
modification.
2. If customer not paid (Pay Later), the modification business fee (additional
charge or refund) will be merged into original business fee, and let customer
to pay later.
Business Rules
Following information can be modified for OMS if the order is in pending in OMS fulfillment.
Note: TE OMS team is still reviewing will re-confirm the list by 2018-07-26.

Order Category/Scenario Modification List Remark

 CPE Type (Change offer)  Cannot change option

Register new ADSL/VDSL
Subscriber  CPE Delivery Method pack 1 to 2 or 3 or vice
 Installation Address versa
(Customer’s Address in  In case of delete option
OMS) page, the corresponding
 Subscriber Name parameter value=None
(Customer’s contact  In case of speed
name in OMS) change, CRM need to
 Exchange/POP Id send related parameters
 Speed (Change offer) as per OMS interface.
 Add/Delete Option
Pack(Change offer)
 Speed (Change Offer)  In case of speed
Register new FTTH
Subscriber change, CRM need to
send related parameters
as per OMS interface
 CPE Type
CPE only
 CPE Delivery Method

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 Installation Address

GUI: Low Fidelity GUI

1.3.6 FC.FixedLine.OrderOperation.006 Order Abandon

(Terminate)
Business Handling
This feature enables operators to abandon an abnormal order. This is one of the technical
handing tasks for failed order. When an order execution step failed and CRM can neither
rollback previously executed step nor proceed to complete the order, the order need to be
abandoned, so that order reaches the final status as Terminated. Either remaining fulfillment
tasks need to be completed manually or completed order tasks need to be rollback manually.
Depending on technical analysis, an order in abnormal status can be re-dispatched after
problem is resolved to continue the order execution or can be cancelled to rollback the
completed task.
Business Rules
NA
GUI: Low Fidelity GUI
NA

1.3.7 FC.FixedLine.OrderOperation.007 Notification

Business Rules
Notification templates should be pre-configured.
Business Handling
After the business order is processed, CRM will send the notification message to end user to
inform the user the business is completed.
Configuration
BSS support to configure notification template, Notification templates should be provided in real
delivery project.

1.3.8 FC.FixedLine.OrderOperation.008 Order Close

Business Handling
After the order is completed, CRM will internally archive all the order data

1.3.9 FC.FixedLine.OrderOperation.009 Pending Conflict Orders

Business Handling

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The list contains the which orders are allowed and not allowed to create when there is another
pending order. Also, alternate solution provided for each scenario, if pending order need to be
cancelled/terminated/re-dispatched.

1.4 Impact on the System

None

1.5 Application Limitation

None.

1.6 GUI Prototype

1.6.1 GUI Flow

Modify Order
Order Info Cancel Order
List

1.6.2 GUI Description

Refer to respective sections for GUI

1.7 Reference

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