ALTECH AUTOPAGE
CUSTOMER OPERATIONS
ISP Provisioning Services
DEPARTMENT: Customer Operations
PROCESS:
ISP Provisioning Services
EFFECTIVE
DATE:
01 November 2014
PROCESS
OWNER:
Senior Manager: Provisioning – Candice Bell
Contents
1. Process and Approval list and Sign Offs …………………………………………………………………………………2
2. Acronyms ………………………………………………………………………………………………………………………………3
3. Systems …………………………………………………………………………………………………………………………………3
4. Purpose of this Document …………………………………………………………………………………………………….4
5. Business Rules…………………………………………….………………………………………………………………………...4
6. Process Flows …..……………………………….............................……………………………………………………..6
1. Process and Approval List and Sign Offs
Name
Candice Bell
Dion Engelby
Deon Hattingh
Title
Signature
Date
Senior Manager: Provisioning
Senior Manager : Customer
Operations
General Manager: Converged
Solutions
2. Acronyms
Acronym
Description
ISP
Internet Service Provider
GSM
Global System of Mobile Communication
KAM
Key Account Manager
SAM
Service Account Manager
SOC
Sales Order Control
MSISDN
Mobile System International Subscriber Identity Number
SON
Sales Order Number
APN
Access Point Name
TAT
Turn Around Time
3. Systems
System Name
Function
New Sales System (NSS)
Used for submitting new line applications
Business Support and Control System(BSCS)
Billing System
Bulk System
Used in processing of bulk requests
Ability
Used for Picking/Ordering of Stock
Telesa
Used in assigning MSISDN to users and updating of user
details
Trade Customer Portal (TCP)
MTN Network System
4. Purpose of this Document
The purpose of this Business Process document is to create a consolidated reference point that contains the
business rules and processes that must be used within the ISP Provisioning Services. It creates an ease of
understanding on the exact process that needs to be followed and gives clear indication on business rules that
applies to each aspect.
5. Business Rules
5.1. ISP Service Desk




All requests logged on ISP Service Desk, must have a Sales Order Control (SOC) attached to the log
The log must be allocated to a Project coordinator within 8 working hours
The Project coordinator has 8 working hours TAT to action the request
An introductory email must be sent by the Project coordinator to the customer within 8 working
hours from receipt of the log
5.2. Wholesale Vodacom APN




All supporting documents must be emailed through to the Provisioning Team, together with a sales
order control (SOC) which must be completed and signed by the respective management
The Provisioning Team will be responsible for picking of sim cards
The below information must be provided in order for activation to take place,
o Name
o Surname
o Email Address
o Data limit (if any)
o Puk Number
o VRF Requirement
o Which APN the sims need to be loaded against
Post Activation, the below information must be provided to the Core Team, in order for the sim cards
to be configured onto the Radius

o MSISDN’s
o Firewall rules (If required)
o VRF name that it needs to be added to
User details must be updated on Telesa System
5.3. Wholesale MTN APN






Line must be activated prior to sending through the request
All supporting documents must be emailed through to the Provisioning Team, together with a sales
order control (SOC) which must be completed and signed by the respective management
The Provisioning Team will be responsible for picking of sim cards
The below information must be provided in order for the APN activation to take place,
o Name
o Surname
o Email Address
o Data limit (if any)
o Puk Number
o VRF Requirement
o Which APN the sims need to be loaded against
Post Activation, the below information must be provided to the Core Team, in order for the sim cards
to be configured onto the Radius
o MSISDN’s
o Firewall rules (If required)
o VRF name that it needs to be added to
User details must be updated on Telesa System
5.4. Reversed Bill APN –Vodacom

The below information/documentation must be provided by the customer
Master Airtime Agreement in place –Yes
o Email order from the administrator of the company
o Number of lines required
o Specified Tariff
Master Airtime Agreement in place – No



o Signed and completed Subscriber Agreement
o Official order on a company letter head, signed by the signatory of the company
o An ID copy of the signatory of the company
o An Insurance Addendum (applicable to customers requesting a device)
Application must be submitted with a cover sheet and all supporting documents (above)
Application must pass the vetting criteria in order for activation to take place
APN and inhibitors must be added on the costing upon submission on the Pricing System
5.5. Cancellation of Wholesale APN


The GSM cancellation must be loaded on SSS


APN must be removed from the Radius and Billing System
ISP cancellation must be logged on Service Desk and must have a completed and signed(by the
respective management) Sales order Control termination attached to the log
Applicable termination notice must be adhered too
5.6. Cancellation of Wholesale APN Sim



Request must be logged on ISP Service Desk
Sim must be removed from the Radius and Billing System
Customer will be billed for the sim card if not returned
5.7. Cancellation of Reversed Bill APN



Customer must sign and complete an APN Change Request form
Cancellation can only be loaded on Autopage Systems, once cancellation confirmation is received
from Vodacom
APN must be cancelled on the Radius (applicable when Autopage is managing the Radius)
6. Process Flows
6.1. ISP Service Desk
ISP Service Desk
Sales
Phase
A request is logged on
IS P Service Desk
START
Coordinat or verifies if
a Sales order control
(SOC) is att ached and
if all required fields are
completed
Provisioning Team
Coordinat or accepts
log
No
Cal l is reject ed and call
owner advised to
provide a SOC
END
Yes
Coordinat or
deter mines t ype of
request and allocates
to the respective
Project coordinator
Project
coordinat or
act ions r equest
A request is
logged with
Procurement
Once st ock has been
picked, a sub task wi ll
be created and
assigned to the
engineer wit h stock
details
Depending on the request
type, a sub task wi ll be
opened and assig ned to
the respective engineer
Eng ineer not requir ed
Project coordinator
will prov ide customer
with feedback
Finance
Core Team
Eng ineer requir ed
Eng ineer wil l accept
log
Project coordinator will
create sub task and
assign to F inance
Engineer wil l
resol ve request/
quer y and
update log
Finance will
initiate billing
and update and
close t he log
END
6.2. Vodacom Wholesale APN
Wholesale APN Request-Vodacom
Sales/Provisioning
Team
KAM r eceives APN
whol esal e r equest
from customer
Agent loads GSM
act ivati on via the
Bulk S ystem
MSISDN wi ll be
generated once the
act ivati on has been
submitted (aut omated
process)
SAM completes a Sales
Order Confirmati on
(SOC)
Provisioning
Agent wil l pick
required si m
car ds
Provisioning Agent
emails request to IS P
Projects wi th all
suppor ting documents
Agent emails MSISDN’s
and all supporting
information to ISP Core
Team
SAM/KAM prov ides
APN detail to
customer to creat e
profile on dev ice/sim
Agent wil l update user
details to the MSISDN’s
on Telesa
Once added, agent wil l
adv ise IS P Projects v ia
email of completion
IT Billing
Agent configures
sims onto Radius
MSISDN’s wi ll be
loaded onto the
Expense Management
system
Finance
ISP Core Team
START
ISP Projects
Phase
Finance t o initiat e
billing
END
6.3. MTN Wholesale APN
Wholesale APN Request- MTN
Finance
ISP Core Team
ISP Projects
Provisioning Team
Sales
Phase
START
Agent wil l pick
required si m
car ds
Agent receives
request and
act ivates APN on
TCP
KAM r eceives APN
whol esal e r equest
from custom er
Agent submi ts
act ivati on on NSS
SAM completes a Sales
Order Confirm ati onl
(SOC)
Agent pr ovides APN
detail to custom er to
create profile on
device/sim
END
Once an MS ISDN has
been generated/
al located, SAM em ail s
request to ISP Projects
with al l supporti ng
documents
Agent em ails MSISDN’s
and all supporting
inform ation to ISP Core
Team
Agent wil l update user
details to the MSISDN’s
on Telesa
Agent configures
sims onto Radius
Once added, agent wil l
adv ise IS P Projects v ia
email of completion
Finance t o initiat e
billing
6.4. Reversed Bill APN- Vodacom (Add on onto Master APN)
Reversed Bill APN- Add on to Master APN
Phase
No
KAM r eceives Rev ersed
Bill APN request from
customer
START
KAM does a costing on
the Pricing system
Customer agrees
to costing
SAM loads deal
on NSS wit h all
required
documents
Provisioning
Agent loads
act ivati on on the
Bulk S ystem
Provisioning
Agent pi cks
required si m and
devices(if
appli cable)
SAM advi ses customer
of rejection
Credit Vetting
Provisioning Agent
emails/adv ises SAM of
act ivati on
Autopage
managing the
Radi us
No
SAM provides msisdn
and sim numbers to
customer
Customer will be
responsible for hav ing
the msisdn’s loaded on
the Radius
SAM advi ses customer
that the msisdn’s have
been added on the
Radi us
END
Yes
Sales /Provisioning Team
Yes
Application
appr ov ed
No
SAM logs a request on ISP
Servi ce Desk and at taches
the msisdn’s on an excel
spread sheet in order for
the msisdn’s to be l oaded
onto the Radius
END
SAM notified of
rejection
ISP Core Team
Yes
Agent receives log and
re-assigns to the
relevant engi neer
Engineer loads
MSISDN’s onto
the Radius
Agent updates and
closes log
6.4. Cancellation of Wholesale APN
Cancellation of Wholesale APN
Customer
Phase
START
SOC is handed over t o
relevant management
for signature
Once the SOC
has been signed
SAM loads
cancellation on
SS S
SAM
SAM completes a
termi nation Sales
Order Control (SOC)
Customer request an
APN cancell ation
ISP Core Team
SAM logs a
request on ISP
ser vice desk to
hav e the sim
removed from
the Radius
Engineer
removes sim
from the Radius
SAM wi ll adv ise
customer that the APN
has been r emoved
Once removed,
engineer updates log
Log r e-assigned to
Finance t o rem ove
from bi lling
Finance
Finance t o rem ove
ser vices from billing
END
6.5. Cancellation of APN Sim
Cancellation of APN Sim
START
Agent logs a
request on ISP
service desk to
hav e the sim
removed from
the radi us
Customer request an
APN cancell ation
Agent removes sim
from the Expense
Management System
and adds t o
unall ocated bin
Agent confirms if
the si m card has
been returned
Yes
Agent re-assigns log to
Finance t o remove
service from bill ing
No
Provisioning Team
Customer
Phase
Finance
ISP Core Team
Request sent t o
Finance t o bi ll
customer for the sim
card
Engineer
removes sim
from the Radius
Agent wil l advi se
customer that the APN
has been removed
Once removed, egineer
updates log
Finance t o remove
services from billing
END
6.6. Cancellation of Reversed Bill APN – Vodacom
Cancellation- Reversed Bill APN – Vodacom
Vodacom
Provisioning Team
Corporate Support
Customer / SAM
Phase
START
Customer requests
cancellation of
reversed bil l APN
Customer completes
form an emails back to
Corp Support Agent
END
SAM email s request to
Corporate Support
Agent receives request
Agent advises
customer that a
“change Request’ form
must be completed
Agent emails forms t o
customer
Agent receives request
with signed
documentati on
Agent advises
customer of
cancellation
Agent emails signed
and complet ed forms
to Provi sioning Team
Agent emails signed
and complet ed forms
to Vodacom
(apnmanagement@vo
dacom.co.za)
Agent loads
cancellation on
SSS/BSCS and
ICAP if requi red
Vodacom deactivates
APN on the network
Vodacom responds to
email adv ising the APN
has been deacti vated
Agent advises
Corporate Support that
the cancellat ion has
been loaded