3.

1 Introduction To Telecommunication

3.1.1 Telecommunication:

Telecommunication is the exchange of information over significant distances by electronic
means. A complete, single telecommunications circuit consists of two stations, each equipped
with a transmitter and a receiver. The transmitter and receiver at any station may be
combined into a single device called a transceiver. The medium of signal transmission can be
electrical wire or cable (also known as "copper"), optical fiber or electromagnetic fields. The
free-space transmission and reception of data by means of electromagnetic fields is called
wireless.

3.1.2 Telecom Services Subscribers Perspective

A customer may take subscriptions from a telecom operator to avail different telecom
service. They may look for the following services

Voice
Fax/Data
MMS
SMS
Internet
Other supplementary services







Nowadays there are a lot of equipments that are used for Communication. Some of these
are:-
Mobile
FAX
Wireless
Iridium etc
In the current scenario mobile has been become affordable and has become a must use
equipment for each and every person.
Iridium is a satellite phone which is used in foreign countries. Iridium SSC, Iridium
communications service was launched on November 1, 1998. The first Iridium call was made
by then-Vice President of the United States Al Gore. Motorola provided the technology and
major financial backing.

In mobile phones two types of service is provided:-
GSM
CDMA
Global System for Mobile (GSM) is a second generation cellular standard developed to cater
voice services and data delivery using digital modulation.

GSM
Global System for Mobile (GSM) is a second generation cellular standard developed to cater
voice services and data delivery using digital modulation.
The Global System for Mobile communications is a digital cellular communications
system. It was developed in order to create a common European mobile telephone standard
but it has been rapidly accepted worldwide. GSM was designed to be compatible with ISDN
services.

GSM Network Components

Mobile Station (MS)
Mobile Equipment (ME)
Subscriber Identity Module (SIM)
IMSI
IMEI

Base Station Subsystem (BSS)
Base Transceiver Station (BTS)
Base Station Controller (BSC)


Network Switching Subsystem(NSS)
Mobile Switching Center (MSC) / Gateway Mobile Switching Centre (GMSC)
Home Location Register (HLR)
Visitor Location Register (VLR)
Equipment Identity Register (EIR)
Authentication Center (AUC)
Intelligent Network (IN)


3.1.3 Telecommunication Service Provider:

A telecom service provider is a type of communication provider that provides the telephone
services to the common people.

Service provider uses the telecommunication to develop the services and use those services
in products, to sell that product to customer.


Use telecommunication
Service Provider

Prepare Services
Use in Product
Customer1 Customer2 Customer3..
Sell to
Service providers divide their managing system into two categories
1) OSS
2) BSS

OSS
Operations Support Systems (also called Operational Support Systems or OSS) are computer
systems used by telecommunications service providers. The term OSS most frequently
describes "network systems" dealing with the telecom network itself, supporting processes
such as maintaining network inventory, provisioning services, configuring network
components, and managing faults.

Functions of OSS
Network management systems
Service delivery
Service fulfillment, including the network inventory, activation and provisioning
Service assurance
Customer care

BSS
Business Support Systems (BSS) are the components that a telephone operator or telco uses
to run its business operations towards customer. BSS and OSS platforms are linked in the
need to support various end to end services. Each area has its own data and service
responsibilities.

Role of BSS
BSS deals with the taking of orders, payment issues, revenues, etc. It supports four processes:
product management, order management, revenue management and customer management.

Product management
Product management supports product development, the sales and management of
products, offers and bundles to businesses and mass-market customers. Product
management regularly includes offering cross-product discounts, appropriate pricing
and managing how products relate to one another.
Customer management
Service providers require a single view of the customer and regularly need to support
complex hierarchies across customer-facing applications (customer relationship
management). Customer management also covers requirements for partner
management and 24x7 web-based customer self-service. Customer management can
also be thought of as full-fledged customer relationship management systems
implemented to help customer care agents handle the customers in a better and more
informed manner.
Revenue management
Revenue management focuses on billing, charging and settlement. It can handle any
combination of OSS services, products and offers. BSS revenue management
supports OSS order provisioning and often partner settlement. Billing is an integral
function offered by BSS systems and is not under the purview of OSS.
Order management
Order management encompasses four areas:
Order decomposition details the rules for decomposing a Sales Order into
multiple work orders or service orders. For example, a Triple Play Telco Sales
order with three services - land line, Internet and wireless - can be broken down
into three sub-orders, one for each line of business. Each of the sub-orders will be
fulfilled separately in its own provisioning systems. However, there may be
dependencies in each sub-order; e.g., an Internet sub-order can be fulfilled only
when the land line has been successfully installed, provisioned and activated in
the customer premise.
Order orchestration is an objective application, developed under Oracle Fusion,
which is used by Telco to precisely manage, process and handle their customer
orders across a multiple fulfillment and order capture network. It helps in the data
aggregation transversely from assorted order capture and order fulfillment
systems and delivers an all-inclusive platform for customer order management. It
has been in vast application in the recent times, due to its advanced and precise
order information efficiency and low order fulfillment costs, thus aggregating
lesser manual process, and faster output. Its radical exception response based
functioning and proactive monitoring enables it to centralize order data in
accurate manner with ease.
Order fallout, also known as Order Failure, refers to the condition when an order
fails during processing. The order fallout occurs due to multiple scenarios; such
as downstream system failure, which relates to an internal non-data related error;
or when the system receives incorrect or missing data, which subsequently fails
the order. Other Order Fallout conditions include database failure or error
pertaining to network connectivity. Validation or recognition of order also occurs,
in which the system marks the received corrupted order from external system as
failed. Another Order Fallout condition refers to the state of run-time failure,
wherein an order is inhibited from getting processed due to non-determined
reliance. Order Fallout Management helps in complete resolve of order failures
through detection, notification and recovery process, helping the order to process
sustain-ably and precisely.
Order status management
Order management as a beginning of assurance is normally associated with
OSS, although BSS is often the business driver for fulfillment management
and order provisioning.


3.2 CRM CUSTOMER RELATIONSHIP MANAGEMENT
3.2.1 Introduction to CRM
Customer relationship management (CRM) is a process used to learn more about
customers need and behavior's in order to develop stronger relationship with
customer to improve customer satisfaction and maximize profits.
It is a term applied to processes implemented by a company to handle its contact with
its customers.
CRM software is used to support these processes, storing information on current and
prospective customers.
Information in the system can be accessed and entered by employees in different
departments, such as sales, marketing, customer service, etc.
Customer relationship management (CRM) consists of the processes a company uses to track
and organize its contacts with its current and prospective customers. CRM software is used to
support these processes; information about customers and customer interactions can be
entered, stored and accessed by employees in different company departments. Typical CRM
goals are to improve services provided to customers, and to use customer contact information
for targeted marketing.
CRM is not just a technology but rather a comprehensive, customer-centric approach to an
organization's philosophy of dealing with its customers. This includes policies and processes,
front-of-house customer service, employee training, marketing, systems and information
management.
CRM is business support system (BSS) as it directly interacts with the business to maintain
healthy and stronger relationship with its customer.



3.2.2 Basic functions of the CRM are
1) Customer Registration
2) Customer Maintenance
3) Customer Queries









Customer Registration:
Customer can contact to the CRM people through:
Walk in
Call center
Written communication

Customer Registration includes :
Creation of new customer
CRM
Functionality
Customer
Registration
Customer
Maintenance
Customer
Queries
Creation of contact of the customer. That includes demographic details of the
customer like Name, age, Gender, Fathers name, Nationality etc
Creation of account - That includes account related details of customer. For example
account type postpaid/prepaid, account status, activation date, address, migration
date, documents validation date.
Creation of Order. It includes attaching of services and product with the account. For
example- after creating contact and account details of the customer we
Creates an order that contain details of the all services, plan and VAS etc taken by
customer.
The rationale behind this approach is to improve services provided directly to
customers and to use the information in the system for targeted marketing.
Customer Maintenance:
Customer maintenance includes all those services that maintain and handle all change
requests of customer details.
Customer maintenance includes-
Change of Demographic data. For example change of billing address, permanent
address, and service address.
Change Service orders For example change of any service, plan, VAS, product etc.
Change of bill cycle. For example Customer receives the bill after every one month
now he wants to have his bill dispatched after every 2 months.
Change of ownership. For example If customer A uses postpaid number in one city.
Now customer is going to another city and his SIM will be used by another customer,
then change of ownership will come in picture. Owner changes of that account while
MSISDN and SIM number remains the same.


Customer Queries:
Resolves and handle the queries raised by customer.
Customer can query on bills. For example- Wrong charges are calculated on used
call. Or wrong plan is attached with the account etc.
Customer can query on billed and unbilled usage. I.e. amount paid till date and
remaining amount to be paid.
Customer can query about handset related information etc.

3.3.3 Data Flow From CRM to other system
Billing /OM/ RA/ FMS takes input directly from the CRM.
Billing system will update the billing related details sent by CRM like billing address, bill
cycle, bill media, bill type etc.
OM generates the order and attached that with the customer account details.
Then order is sent to provisioning system where all services are provisioned with the help
of network elements and status is reflected back to the CRM.
RA/FMS takes the input from CRM and compare the records with records collected by
different sub systems like mediation etc. to find out the cause of revenue leakage if any.
And thus also helps to reduce fraud.
Fraud management system also uses different products and systems to prevent fraud.













Challenges faced by Service providers without CRM -
1) To have complete history of customers interaction with the company.
2) Building more loyalty for your products and services among the customers
3) To maintain the details of customer, stating the risk factor of the customer.
4) To Generate more revenue from existing customers
5) To Increase the Revenue
6) To Increase the profitability
7) Accurate sales forecasting
8) To maintain the valuability of the customer
CRM RA/FMS
Inventory
Provisioning
Network Element
OM
Billing
9) To record the payments details like Value, time & date of payment.
10) To have the flexibility of accessing Number management system, Inventory
management system, Enterprise payment system from one window.

CRM Tools available in market
Siebel
Clarify Amdocs
Oracle CRM
SAP CRM
Microsoft
Oracles People soft

3.2.4 Oracle Siebel CRM e-Communications
Siebel is a strong CRM tool which helps to maintain stronger customer relationship.
It helps to increase revenue and profit.
3.2.4.1 Features
Manage, synchronize and coordinate their customer internet, call center, field center
and distribution channel requirements.
Meets the needs of media service and content provider, wire line, wireless and
internet service provider.
Serves wide range of customer Global customer and
- Residential customer.
Siebel Business Application- Design to work together to provide an integrated CRM.

3.4.2.2 Basic Business component of Siebel
1) Contact
2) Account
3) Opportunity
4) Assets
5) Activities
6) Service Request
7) Orders








Contact:
Contact is the person with whom you do the business
Contact can be created for subscriber and non subscriber both.
Contact Management function is used to
1. Record and track the business and personal contact information.
2. Create and track the list of activities for a contact.
3. View a contact profile.
4. View information about account and service request (if any) associated with a
contact.

Account:
Account is an external organization with which the company does business.
Workflows activities are created as per the defined business rules
Track the account related information of the customer like account type
Postpaid/prepaid, bill to account, account category like billable/ non billable etc.
Supports account hierarchy. (maintain parent child relationship)
Account log in page
To get the details regarding subscriber account, enter the subscriber MSISDN in the
MSISDN block shown.


After log in we get the another screen which contains the account summary.


There are different types of accounts:
1. Account for individual Customer
2. Billing account
3. Service account
4. Account for an organization
Every account is assigned with a account sequence which is unique. After clicking on
Account Sequence we will get the full fledge detail of particular MSISDN.


The details of the user is stored in for columns that is:-
1. Account Information.
2. Personal Information.
3. Circle/Zone information.
4. Segmentation Information.

Activities
Activity is a specific task or event to be completed.
It has start date, end date, priority and status, outcome, created by, closed by, and assigned to
specific person based on workload and availability of the person.

Service Request:
Service request is a database record used to manage problems with equipment or general
request for service.
Service request is created separately for Subscriber and Non Subscriber customers.
The SR status and Sub status is changed automatically on basis of the outcome of
last activity.
On basis of SR Type, Sub Type workflows activities are created as per the defined
business rules
Activities and SR is auto assigned to different users on basis of various parameters
such as Type, sub type, sub sub type, Customer Classification, Product Type etc.
SR can be categories in two types OCR or NON OCR type. When CSR will click on
the OCR (On call resolution) button then CSR needs to fill in reason code and action
code and SR will be close automatically.
When CSR will click on NOCR (NON OCR ) button then SR will be saved and will
be assigned to backend user along with different set of activities created as per the
defined workflow.
3.4.3 Order Management process in Siebel CRM-
Order receive Customer can contact to Business through various channels like
walk in to call center, websites, company showrooms etc.
Order entry Contact is created in Seibel to update the personal details of customer
like name, permanent address.
Then account is created to update the account related information of customer.
Order Validation Customer information is validated via the following check
Document validation, Address Verification, Fraud management check. Customers
who fail any of these checks are rejected and the Customer Application Forms are
rejected.
Order creation: OM attaches the plan/services with the customer account (MSISDN).
Order Provisioning: Activation of services is happened by provisioning system.
Barring and unbarring process are also done through provisioning system. Once the
services are provisioned, response is send back to CRM.
Welcome call After provisioning of services, welcome call task is generated / message
sent to customer.


Walk in,
website, call
center
Order Receive
Contact creation,
Account creation
Order Entry
Document/ Address/
FMS Verification
Order Verification
OM attaches the plan
with the account.
Activation of services/ Plan
Order Provisioning Order Creation
Welcome Call to
the customer
3.5 Mobile Number Portability
3.5.1 Introduction
MNP Mobile Number Portability
MNP is launched Across India .20
th
January 2011
Mobile Number Portability (MNP), it is a service using which a mobile phone
subscriber can migrate from one operator to another without having to change his/her
mobile number. For example, you can opt to choose for Aircel services on your Airtel
number or vice-versa, courtesy MNP
The first phase of MNP in India has rolled out on 25th November from the Haryana
Circle.
3.5.2 Terminology

MNP: Mobile Number Portability
TM: Temporary Number
PM: Permanent Number

NPG (Number Portability Gateway): The NPG will operationally administer mobile
number portability for the client. The NPG provides an interface between an Operators
back-end systems, such as the clients OSS that may handle or interface with customer
care and billing functions, the Network Element Manager (NEM) for the clients local
Number Portability Database (NPDB), and the centralized reference database system
(MCH) for number portability in use within that country. The NPG also provides a GUI
interface for users to initiate porting requests.

MCH (Mobile Number Portability Clearing House): It is a centralized system that
interconnects wireline and/or mobile operators so that numbers can be ported easily
between them. The clearinghouse allows operators to rely on the same set of rules for
handling port requests, so number exchanges can occur quickly and accurately. To further
ease porting administration, the clearinghouse controls and tracks the flow of messages,
and contains a reference database that serves as a single repository for all ported
numbers.

UPC: Unique Porting Code: A 8 digit alpha-numeric porting code that you need to
submit to the operator you wish to opt to along with relevant documents.

3.5.3 Process Flow

MNP Process Starts from UPC message. User, requesting for either Port In or Port Out will
send a sms to 1900 of his home network. This message can also be called as UPC message.
The home network will reply to this message with UPC code for his/her porting process. This
is the Unique Porting code for his/her porting process.
Send an SMS as PORT<space> your mobile number and send it to 1900. You will then get
your Porting code provided by your current operator.
The whole MNP Process will take up to a week to see the change in Operator (Up to 2
Weeks in regions like J&K and NE India states).
Once changed to a new provider, you cannot change to another provider or come back to Old
provider until 90 days.

There are two main functions involved in mobile number portability that other processes rely
on:
1. Port In
2. Port out
Port IN: This process describes the steps wherein a customer belonging to another operator
opts to take up service with the target operator.
The business process can be explained in simplified terms as follows:
The customer walks in to the kiosk and signs up for service with the operator and
states the need to port the number from the existing operator. The customer is treated
as a new acquisition and is provided with some extra goodies' as part of the acquire
from competition' contest.
As part of the transformation the customer is handed with a new customer identity
module but keeps the mobile number.
After the deemed process the customer is ported into the new operator network as
needed.
Port OUT: This process describes the after the fact' step that needs to be undertaken at the
source operator end when a customer opts out of their network
The business process can be explained in simplified terms as follows:
A customer walks in to the kiosk of the new operator and requests a port in on to the
new operator network. The operator complies by providing all the necessary
documentation as ordained by the regulatory authority. A request from the target
operator (NSP) detailing the port out need for specific MSISDN that is currently
associated with a customer of the source network (Old Operator) is formally made.
A disconnection of the current services is initiated by the CSR as part of the
disconnection process. The CSR receives a list of port-outs and complies by
validating each of the port-out requests (whether a binding contract exists, fraudulent
customer etc).
Appropriate work flow and the residing milestones associated with disconnection of
service associated with the customer.

We have different types of MNP cases. Like
1. Port in to Uninor network from other network for prepaid connection

2. Port In to Uninor network from other network for postpaid connection

3. Port out from Uninor network to other network either prepaid or postpaid connections

Prepaid Port In:
Port In process starts at customer-approaching nearest retailer and ends at a stage where
customer able to use the Aircel Network with his own number. Below are the steps in this
process
1. Customer who wants to port in to Aircel, will approach the nearest Aircel retailer
with his UPC code
2. Retailer will ask the customer to fill the CAF form and then customer will be
provided with a dummy pre provisioned Aircel SIM. The MSISDN of this SIM will
be treated as Temporary number and customers own MSISDN will be treated as
Permanent number.
3. The retailer will send a message to 888 by mentioning PM, TM, CAF form no, UPC.
This should be in proper format.
4. This message will hit activation DB. An automatic message will go to corr.
Distributor. Now, distributor will send a message to 333 with all these details. Which
will hit activation DB and details will be updated in Activation Db.
(Above process is similar to 111-222 for prepaid activation. Where, 111 is analogous
to 888 and 222 is analogous to 333.)
5. This 333 message will hit CRM, OMIM through ESB. From here, CRM will take
over the MNP process until end. Following are steps which taken place at CRM
6. Customer Port In details(TM, PM, NAME,UPC &DONOR NAME will be updated
in CRM database against the active account of the temporary number in
S_ORG_EXT table.
7. An SR, will be created for the TM. Below are the Activities,
a. MNP_Donor_Approval: On generation of this activity, Initiate Port In Request
will hit NPG database from CRM database through ESB. All these Port In
details will updated in NPG database and NPG will send the acknowledgment
message back to CRM.In CRM with Transaction ID, which will be updated in
CRM database.
b. Now, NPG will send a request to Donor Operator network through MCHA for
account disconnection at their end.
c. The donor operator response will be updated in CRM against above activity.
Their response will close the activity.
i. If donor operator agrees for disconnection then above activity will be
closed with outcome as pass and next activity will be generated which is
MNP_Provisioning_Task
ii. If donor operator rejects for disconnection then above activity will be
closed with outcome as reject and next activity will be generated which
is MNP_Final_closure_Task. Rejection reason should be mentioned.
iii. If Final Closure activity is not closed and next Port In Request has been
sent then New SR will not be created again until and unless Final Closure
activity is closed and previous SR is in Closed Status.

d. MNP_Provisioning_Task: on generation of this activity, a change MSISDN
request will hit OMIM which will create an order for the TM at OMIM and
makes that order in work in progress state. Workflow at CRM will wait for the
response of OMIM
e. After, creation of this order, TSA will hit from ESB to OMIM which commits
the order and number swapping, some other required processing will occur at
OMIM. Finally, PM will become active at inventory against the same Billing
Account No of its TM.
f. In reverse path OMIM will update the CRM database as below,
i. X_MSISDN will be stored in X_REL_NUM i.e. TM will be updated in
rel_num for future reference
ii. X_MSISDN will be replaced with X_MNPI_MSISDN i.e. TM will be
replaced with PM.
g. After above changes in CRM database, we need to close the Provisioning task
manually with outcome as pass. Thus Final Closure Task will be generated.
h. Final Closure Task also need to be closed, manually by call center user.

8. Thus this completed Port In process at CRM
Postpaid Port In
1. Create Contact and fill up the information required.
2. Create associated Postpaid account record with users MSISDN # to be ported
in.
3. MNP Value Flag should be set to Y



4. Drilldown on Billing Account # field.
5. Navigate to MNP view Tab
6. Fill in the Donor Name, UPC and Request in Port In Time fields in PORT IN
section.

7. Click the Generate MNP Workflow on the Top (Account Detail) applet.



8. Activities will be created and will be assigned to eligible users. Following set of
Activities will be created and upon setting up the outcome subsequent Activities will
be created.

Customer requests for
MNP by providing the
CAF form
Customer requests for MNP by providing the CAF form. MNP
details will be part of CAF form only.

Unique identifier for MNP will be basis Value Segment (which will
be used for assignment and SLA)

**Customer need to fill MNP details in CAF form only will be part
of SOP
Create contact, Create
Account
(Manual step)

CSR will create Contact and Account (for both Postpaid and Prepaid
scenarios) by doing order entry. For SIM # customer will be provided
with new SIM and the SIM # will be provided on CAF for Order
Entry.

Unique identifier for MNP will be basis Value Segment (which will
be used for assignment and SLA)
Porting process will use UPC (generated by Donor service provider)
as a way to identify subscriber at both Donor & Recipient end.
MNP flag will be
selected in CRM along
with the Product type
(Manual Step)

On selection of MNP (using unique identifier) , MNP related Port in fields
will become Mandatory which will be displayed on MNP view tab under
Account Screen and Sync Billing Button to be disabled. At the same time,
Generate Workflow button will be enabled and CSR need to click this
button to generate workflow.
MNP_Document
Validation task will
be generated

On clicking Generate Workflow button, sequential tasks will get
generated.
First task to be generated will be MNP_Document Validation. The
outcome for this task will be Doc pass/ Doc fail (as they are in Phase
2A) and will be manually selected. SRP flow will also be carried out
for this task. This task will have Doc. Validation Done field logic.

There can be three possible outcomes for this task:-
a) MNP_Document Validation pass
b) MNP_Document Validation fail
c) Outcome=Request withdrawn by customer

**All MNP tasks names should be prefixed with MNP_
** For MNP, Doc validation Done field will be mandatory and the
doc validation logic will also be implemented.
GENERATE WORKFLOW button will be placed next to sync
billing button
MNP_Document
Validation pass

If MNP_Document Validation is pass then MNP_Verification
task and MNP_Donor Approval task will be generated

MNP_Document
Validation fail

If MNP_Document Validation fails, then SRP process will be
followed

Request withdrawn by
customer
If the outcome is Request withdrawn by customer then generate
MNP_ Close Communication task.
MNP_ verification
task will be generated

If MNP_Document Validation task is pass, then next task to be
generated will be MNP_ verification. The outcome for this task
will be AV pass/ AV fail (as they are in Phase 2A) and will be
manually selected. SRP flow will also be carried out for this task
(SRP as in phase 2a)

There can be three possible outcomes:-
a) MNP_ verification task pass
b) MNP_ verification task fail
c) Outcome=Request withdrawn by customer

MNP_ verification
task pass

If MNP_ verification task pass then MNP_Provisioning task will
be generated.

MNP_ verification
task fail

If MNP_ verification task fail then SRP process will be followed

Request withdrawn by
customer
If the outcome is Request withdrawn by customer then generate
MNP_ Close Communication task
Doc SRP Process/ AV
SRP Process
SRP process will work as for other workflows and there can be two
possible outcomes:-

a) Doc SRP Process/ AV SRP Process pass
b) Doc SRP Process/ AV SRP Process fail
Doc SRP Process/ AV
SRP Process pass

If Doc SRP Process is pass, then this will result in creation
MNP_Verification task & MNP_Donor Approval and if AV SRP
Process is pass then MNP_Provisioning task will get generated
provided MNP_Donor Approval is already pass.
Doc SRP Process/ AV
SRP Process fail

If Doc SRP Process/ AV SRP Process fails then MNP_ Close
Communicate task will be generated and customer will be informed
by CSR.

MNP_Donor
Approval task
generated

On generation of this task, trigger will send to MCHA to Inform the
donor to authenticate for disconnection. There can be two possible
outcomes:-
a) Donor accepts disconnection at his end
b) Donor rejects disconnection at his end
Donor accepts
disconnection at his
end

If Donor accepts disconnection at his end, then the task will be auto
closed and auto sync-billing will be done. At the same time,
MNP_Provisioning task will be created.

The outcome to be displayed in CRM = Pass
Donor rejects
disconnection at his
end

If Donor rejects disconnection at his end, then the task will be auto
closed and MNP_ Close Communication task will be generated and
customer will be informed by CSR.

The outcome to be displayed in CRM = Reject.
Account Status will be set to Inactive and SI Status will be set to
Disconnected Requested.

MNP_Provisioning
task
On generation of this task, CSR will create order in OM manually
and will select the outcome of this task as Provisioned in CRM
(this will be intermediate state).The workflow will stop until the
outcome of this task id changed to DONE.

Once the outcome of MNP_Provisioning task is changed to DONE
and task is auto closed then next task Welcome Call will be
generated.
The task will be auto closed as the Order will be completed in OM
and Account and SI status is updated in CRM.MNP_Provisioning
task will be auto closed with outcome DONE. This outcome should
not be reflected in MNP_Provisioning task outcome dropdown.
MNP_Welcome
Call task
MNP_Welcome Call task will be closed manually and this task
will have outcome Pass
Port Out
In Port Out process an Aircel network user can move from Aircel to any other network
without actually changing his number. This starts with UPC message. As, mentioned above
the user who wants port out will send a message to 1900. This is called UPC message and
below is the process flow
1. If the user is an active user in Aircel then, he/she will be replayed with UPC code. A Port Id
will be updated against the user Account in CRM database.
2. Flow, will stop until a request comes from any other network for account disconnection to
Aircel network through MCHA and NPG, to CRM.
3. Then Port out details will be updated in CRM database against the requested active account
of user.
4. A SR will be raised for that account. Below are activities flow,
a. In subscriber validation, Aircel will check whether requested user can be ported out
or not.
i. If yes then this activity will be closed with outcome as pass, and Provisioning
task will be generated
ii. If no, then the activity will be closed with outcome as reject and rejected
reason should be mentioned for that activity. Then, next task will be
generated which is Final Closure Task.
b. In provisioning task, disconnection request will trigger OM from MCHA and SI will be
disconnected at OM. In the reverse path the Account Status and SI status will be
disconnected at CRM. Once, account disconnection happens
MNP_Proviosioning_task will be auto closed with Outcome as pass. Next task, Final
closure will be generated.
c. Final Closure Task also need to be closed, manually by their owners












Campaign

Introduction
Campaign is an application to expand the business in form of providing offers and benefits. It
helps to increase revenues for a company. It also helps to attract other customers

Types of campaign
Awareness
Stretch
Awareness campaign
In this type of campaign the company just aware the person by sending message which
contains the offer detail and offer validity.
For example :
Recharge with Rs 8 and get 5000 local minutes for two days,offer valid till 17
th
may .

Stretch Campaign:
In this the company stretch the customer by providing offers on the basis of their usage .
For example
If a person use 500 MB data at rs 200 in a month . Then after seeing a person usage the
company offers higher data plan in a relatively low charges for that particular customer.
Product types :-
Bonus : in this the customers will be benefit by SMS , Minutes, etc . Direct amount is not
credited to any customer.
Direct IN : in this customer gets the direct amount benefits
Channels to communicate with customer:
SMS :- company sends an sms to inform the customer about the offer
USSD PULL:- In this the person dials the number like *123# to know about the offer running
on its number.
USSD Push:- in this the company sends a flash message to the customer regarding the offer.
CC:- in this person gets the call from the company in the form of Interactive voice
response (IVR)

After LOG-IN, home screen appears which contains the following mention tabs :-
Campaign Creation Screen: Main screen for entire campaign creation and
scheduling
All Campaign Screen: To view the list of existing campaign
Segment Screen: BIDW Segment screen (exactly as in current system
Track result Screen: New Screen for tracking the status and results of a campaign.
Manual Bulk Provisioning Screen: Manual bulk provisioning screen is created for
bulk provisioning to be given to circles for their own circle files, using which they
can themselves upload files for provisioning.




Campaign Life Cycle
Step 1 - Campaign Creation
Step 2 - Target list loading
Step 3 - Informing the customer
Step 4 - Benefit provising

Campaign Creation
As I have already mention the campaign types . so, here we will discuss the steps to create
the campaign.
Campaign creation Screen has three main sections:
Campaign Details
Campaign Offer Details
Offer creation under campaign
Offer Benefit Selection and Display

























Campaign Header

User will be able to enter, view or modify below campaign details at campaign header
level based on campaign type and feature in campaign creation screen

Steps to create campaign
1. Enter the campaign name
2. select the campaign type I.e is awareness or stretch.
3. select the circle from the mentioned below .
Uninor operates in six circles as mentioned below:-
Andhar Pradesh
Bihar
Uttar Pradesh East
Uttar Pradesh West
Gujarat
Maharashtra
4. input the start date and the end date for the campaign which indicates the starting and
ending date of offer for selected numbers.
5. campaign may be Recurring or Adhoc.
Recurring: Select Y if campaign is recurring and N if it is non-recurring.
if the campaign is of recurring type than the company communicate with customer at custom
days as set by the campaign UI user.
If the campaign is adhoc or non-recurring type than the company communicate with
customer only once through any channel.

Offer Block
Offer consists of Product/Benefit that would be passed to customer post his/her
consent or if he meets the target in case of stretch campaign.


1. Fill the offer name by your choice . as we had fill ffer 123.
2. The offer description block contains the offer detail that the person will get minutes
or talktime etc.
3. In ADD ADHOC SEGMENT we attach the file of those numbers on which the offer
is valid.
4. After all this step hit the validate button to save all this and to move on to next block
.













Treatment Block creation


In treatment block we select one of the channel mentioned below through which we can
communicate to the customer .
SMS (Short Message Service)
USSD Push (Unstructured Supplementary Services Data)
CC (Calling Card)
If SMS or USSD Push channel is choosen then the customer gets the text message from the
company which contains the offer details and the message details is visible in the Message
Text Box.
If CC channel is choosen then the IVR (Interactive File Response) file name is filled in IVR
File Name Box.

















Campaign submission

After completing the Offer block and Treatment Block Hit the tab Submit For Approval , so
that the Campaign Gets approved by the authorized person.




















Campaign Search Results Screen

Campaign Search Result: Based on campaign search criteria, results will be displayed
in the list format in descending order of campaign creation date

The person whose has the rights only that person can take the following action on pending
campaigns :_
1) Approve the campaign.
2) Delete the campaign.
3) Decline the campaign.
4) Execute the campaign.
5) Suspend the campaign.

By selecting the particular campaign and then by hitting the Tabs given on the top.









All Campaign Screen

User can navigate to the All Campaign screen by clicking on All Campaign Screen Tab.
User can search a campaign based on below campaign search fields:
Campaign Name
Camp Id
Campaign Type
Campaign Feature
Circle
Approval Status





Track Results

Results will be displayed in the list format:
For multi step campaigns results will appear step wise in different lines in the track
result view below campaign list view.
For multi communication campaigns results will appear channel wise in the track
result view below campaign list view.
For campaigns with multiple offers, results will appear offer and segment wise.