The IBM WebSphere Business Integration Collaboration for Customer Service Configuration and Activation manages the configuration details for activating a service for the telecommunications industry. Based upon the service order this collaboration enables the setup and activation of various services such as digital subscriber lines (DSL), internet data centers (IDC) and wireless services. This collaboration processes the order after testing the delivery of the service.
If you use the Customer Service Configuration and Activation collaboration in conjunction with other WebSphere Business Integration for Telecommunications collaborations, their relationships are as follows:
The following diagram shows the relationship of the Customer Service Configuration and Activation collaboration with other WebSphere Business Integration for Telecommunications collaborations.
The Customer Service Configuration and Activation collaboration handles operations related to configuring services for customers within the business domain of service management and operations. The diagram below shows the position of the collaboration in the enhanced Telecom Operation Map (eTOM) as defined by the TeleManagement Forum (TM Forum).
The following business rule applies to the Customer Service Configuration and Activation business process:
The Customer Service Configuration and Activation collaboration does not currently support the following function points:
Like the other WebSphere Business Integration for Telecommunications collaborations, the Customer Service Configuration and Activation collaboration uses WebSphere MQ Workflow Server and IBM WebSphere InterChange Server. IBM WebSphere Business Integration Adapters are used to connect between these two applications, and to other applications that participate in the collaboration.
It is assumed that the following applications also participate in the Customer Service Configuration and Activation collaboration:
This collaboration uses the IBM WebSphere Business Integration Collaborations listed below.
The system features that are expected to execute this collaboration, including IBM WebSphere Business Integration Adapters, are shown in the following diagram:
This process involves the configuration of a service for a customer. The process begins when a new customer order is created, and is completed when a customer service is activated. This process can only proceed after the Resource Provisioning and Allocation process has been completed.
The following table shows the actors for this use case:
Actor | Description |
---|---|
Call center CSR (Customer Service Representative) | A person who is an agent of the telecommunications provider who performs a set of business functions in response to requests communicated over the telephone by clients. The person acting as Call Center CSR can be busy responding to the telephone and performing sales and/or support activities. |
Agent | A person who is an agent of the telecommunications provider who performs a set of business functions in response to requests from clients in a branch, retail, or distribution environment. The person acting as an Agent can be busy responding to individuals and performing sales and/or support activities. |
Service agent | A person who is an agent of the telecommunications provider who is responsible for the setup and configuration of a customer's service order along with the dispatching of the field agents to perform service installations. |
This business process encompasses configurations of digital subscriber lines (DSL), internet data centers (IDC), and Wireless services. These configurations are represented in the following use cases:
The following table describes the course that is followed in the DSL use case for the Customer Service Configuration and Activation business process:
# | Activity by the actor | System activity | Reference |
---|---|---|---|
M1 | Release Request | ||
M2 | Initiate configuration requests to provider | ||
M3 | Add customer's configuration record | ||
M4 | Test service configuration | ||
M5 | Set up service | ||
M6 | Configure Customer Premise Equipment (CPE) | ||
M7 | Update sales order status | ||
M8 | Update service order status |
The following activity diagram illustrates the DSL use case for the Customer Service Configuration and Activation business process:
Note: In the activity diagrams, these shapes are used to identify process activities:
The following business example shows a situation where the DSL use case for the Customer Service Configuration and Activation business process is realized.
Service agent sets up new customer DSL service
This example consists of the following steps:
The following tables describe the course that is followed in the IDC use case for the Customer Service Configuration and Activation business process:
# | Activity by the actor | System activity | Reference |
---|---|---|---|
M1 | Design configuration | ||
M2 | Create VLAN provisioning | ||
M3 | Implement service feature | ||
M4 | Install software | ||
M5 | Configure software | ||
M6 | Configure DNS | ||
M7 | Update sales order status |
The following activity diagram illustrates the IDC use case of the Customer Service Configuration and Activation business process:
The following business example shows a situation where the IDC use case for the Customer Service Configuration and Activation business process is realized.
Service agent sets up new customer IDC service
This example consists of the following steps:
The following tables describe the main course and the alternate course that may be followed in the Wireless use case for the Customer Service Configuration and Activation business process:
# | Activity by the actor | System activity | Reference |
---|---|---|---|
M1 | Create subscriber Home Location Registry (HLR) | ||
M2 | Create temporary password | ||
M3 | Notify customer about temporary password
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M4 | Set up service | ||
M5 | Update sales order status |
The following activity diagram illustrates the Wireless use case for the Customer Service Configuration and Activation business process:
The following business example shows a situation where the Wireless use case for the Customer Service Configuration and Activation business process is realized.
Service agent sets up new customer wireless service
This example consists of the following steps: