TIMM–TELECOMNETWORKMODULEMANAGEMENT

Suitepresenta,on

LuísRosa,CTOofTO‐BEE‐mail:luis.rosa@to‐be.pt

AGEN

DA

AboutTO‐BE

CustomerCare

Interconnect

DMP

Equipment

Invoicing

Pricing

OperaLonSupervisor

Provisioning

ReporLng

StoreManagement

Roaming

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ScratchCardManagement Page44

AGEN

DA

SMSCentral

Workflow

RevenueAssurance

DCAS

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AboutTo‐Be

1. YoungandenergeLccompany,basedinPortugal

2. Over9yearsexperienceinIT,mostlyinAfrica

3. Emergingmarketsareourbiggestbet

4. Growingnumberoftrainedtechnicalhumanresources

5. Solidcompany,respectedbyit’sclients

Whoareourpartners

Whatarewedoing?

• CompleteTelecomsoawaresoluLon

• ERPHermessoawarepackageforlargeandmediumsizedcompanies

• BankingspecificsoluLons,speciallyinpaymentsystems• Trainingandemploymentcenterssoawaremanagement

• BusinessIntelligencebusinessunit• StronginNetworkingandserverswithseveralimplementaLonsinAfrica

CustomerCare‐Concept

Clientsarethemost importantaspectofanybusinessandweshouldprivilegethereinteracLonandcommunicaLon.

To reach this objecLve it is important to have a good CRMsoaware and this is where TIMM – Customer Care (CC)presentsitselfasanintegratedapowerfultooltoconnectthesubscriberwiththeoperator.

TIMM‐CCisanintegratedmanagementsystem,builtontopofflexible rules and procedures organized around model of"BusinessProcessManagement"(BPM)

CustomerCare‐Features

Themainpurposeofthissoawareistohelptheoperatororganize,recruitand maintain subscribers trying to reach the full saLsfacLon through abeherunderstandingoftheirneedsandexpectaLonsgivingtheoperatoraglobalviewoftheirbehavior,bythiswayimprovingthemarke,ngtools.

CustomerCareranges3majorareas:

•  AutomaLngMarkeLngmanagement•  AutomaLngcommercialmanagement,salesforceandchannels

•  Clientservicemanagement

Customer Care not onlymanages your clients and commercial agents butalsothroughaggressivereporLngandrapidcampaigndesign,coversalltheneedsofthemarkeLngdepartment.

CustomerCare‐Features

• Contractmanagement•  Bynetworktype•  Post‐paid,Post‐paidwithcreditcontrol,Pre‐paid

• Accesstypesandfeatures•  Access(InternaLonal,NaLonal,OwnNetwork)•  Features(SMS,Voicemail,3G,etc.)

• Services•  Equipments,FrequentNumbers,Internet,•  ProfilePlans,Pre‐PaidSwitchInteracLon,

QualityofService•  Etc.

CustomerCare‐Features

• TotalorparLalrecordingofinteracLons,accordingtoparametrizaLon• AuditlogsofeveryacLonmadeonthesystem

• InteracLonclassificaLons• UpgradinginteracLonstotroubleLckets• Queuesofapprovals

Interconnec,on‐Concept

PhysicalandlogicalconnecLonsbetweencommunicaLonnetworksusedbylocalandinternaLonalinorderforthenetworksubscriberstobeabletocommunicateandaccessservicesfromdifferentnetworks.

• SehlementAgreements•  Lackofagilitytorespondtothebusinessneeds•  HighwaiLngLmefortheinformaLontobeavailable

• Traffic•  LackofagilityintheHubbingoffers.•  RoutechangesintheswitchestaketoolongforHubbing

agreements.•  LatereplyfromengineeringinvalidatestheinformaLonofthe

rouLngandstaLsLcalreports.

Interconnectusualproblems

• OperaLonal•  Lackofcontroloftheroutesallocatedandtheirquality•  Feedbackandworkflowprocessescarriedoutbyengineeringinthe

routes.• AccounLng

•  DifficultyinconsolidaLngtheinternaLonalandnaLonalinvoicesandtheirrespecLveCredit/Debitintheaccounts.

•  DifficultyinhavinganovervieworspecificaccounLnginformaLonperoperatorandaccumulateddebt.

•  MulLplereportsgeneratedbyhand.• Routes

•  Excessivedelayinchangingroutesbrings3majorproblems:•  Allworkisdonemanually•  Notassurancethereportsandroutesmatch•  ExcessivequanLtyofroutechanges

Interconnect–MainFeatures

• InterconnectcalculaLonsnearReal‐Time•  InternaLonal90%realLme.

• Customizablereports

• SimulaLons[LCRandsehlementagreements]

• AutomaLcinvoicing

• Switch,Province,NaLonalandInternaLonal• HistoryofInterconnectbyOperator• TotalintegraLonwithTIMM‐OS

• SystemmonitorizaLonandvalidaLon

TIMM‐Icon

TIMM‐DMP‐YourBillingandMedia,onengine

Inmoderndaybillingtherearetwomainconcerns:• InformaLon

• Performance

Usuallytheydon'tmix,meaningthatthemoreinformaLonyouhave,themoreLmeittakes.InTIMM‐DMPtheconcepthaschanged,yougetthespeedandtheinfo.

• TIMM'ssystemfordecodingandprocessingvoiceanddatacalls

• FlexiblearchitectureallowsforeasycreaLonofnewinstances• CompletedecodingofallrecordsinsidetheCDRsallowforallsortsofcampaignsandmanagementreporLng• MulL‐decodingandMulL‐threadssystem

DMPRunningProcess

Begin

GetCDRs Decode

BillingRules

ImporttoDatabase

Processing Export

TheEnd

DMP‐Performance

0100002000030000400005000060000700008000090000

100000

CDRs/min1CPU

CDRs/min2CPU

CDRs/min4CPU

CDRsProcessedperMinute

MPR

DMPGenérico

DMP

TIMM‐Equipment

ManagingtheequipmentthatcanenterthenetworkismoreimportantforaCDMAoperatorthanaGSMorfixedline,buteitherway,it’salwaysimportanttovalidateeachmodelinsidethenetworkorevenforcustom‐brandingsoluLons.

TIMM‐EquipmentistheresponseoftheTIMMframeworktothesesituaLons,makingiteasierfortheoperatortoapproveequipments,requestshipmentsandevenevaluatewhatkindsofdevices(brandandmodel)areoperaLnginsideit’snetwork.

TIMMalsodisplaysaproductcatalogthatwhencrossedagainstusedIMEIsorESNs,allowstheoperatortoknowwhatkindofmobiledevicesyouareusinganddirectspecificmarkeLngcampaignstoyoursubscriberbase.

TIMM‐EquipmentFeatures

• EquipmentValidaLon•  RequestValidaLon

•  ViewOngoingvalidaLons

•  OutgoingRequests

•  IncomingRequests

•  Contacts

•  SampleFiles

• Management

•  ProcessRequests

•  ContactsConfiguraLon

• SerialNumbers

•  RegisterIMEINumbers

•  RegisterAKeys

•  RegisterSerialNumbers

TIMM‐Invoicing

TheinvoicingapplicaLonisresponsibleforgatheringtheseveralinputsfromthevarioussystems(CustomerCare,DMPandPricing)andcollecLngthemininvoices,separatedbyaccount.

TheinvoicingapplicaLonhasthefollowingfeatureslist:• ProcessBillingCycles

•  StartaBillingCycle•  SampleInvoices•  SampleReporLng•  CloseBillingCycle

• BillingCycleReporLng•  CycleReporLng•  CycleComparison

• InterconnectReporLng•  InterconnectCycle•  InterconnectComparison

• AdministraLon•  CycleConfiguraLon•  CycleRules•  CycleScheduling•  RulesandTables

TIMM‐Pricing

InaneverincreasingcompeLLvemarket,thecreaLvityandLmetomarketarethetwomostimportantfactorsindecidingwhoisahead.

To‐Beisawareofthisfactorsandtheirimportance,sowedevelopedtoolstodecreasethecomplexityandreducedrasLcallytheLmetomarket.Pricingissuchaneasyinterfacetool,thatitspurposeistogivethemarkeLngdepartmentdirectcontroloverthecampaignsandfeaturesoftheBillingengine.

• ProductsandServices• CommercialPricesandServices

•  ProfilePlans•  Retail•  Corporate•  DataProfiles

•  Components•  PricingPlans•  PricingPlans–FrequentPhones•  PricingPlans–CorporateAgreements•  PricingPlans–PromoLons•  DiscountPlans•  FraudDetecLon•  SwitchProvisioningRules•  BonusPlans•  MMS/SMSPlans•  DiscountandCreditPlans

TIMM‐Pricing

• PricingTables• Profiles

•  PrepaidSystemEquivalence•  RaLngUnits•  RaLngUnitsConversionfactors

• CampaignDesigner•  GraphicallydrawyourcampaignandputittoproducLon•  Workflowprocesses

• CreditControl•  Post‐Paidcreditcontrol•  ThresholdAcLons

•  SMS•  CutInternaLonal•  CutNaLonal•  CutFeatures

TIMM‐Opera,onSupervisor

TheOperaLonSupervisorisageneralmonitoring,configuraLonandinformaLongatheringtooloftheseveralTIMMservices.TheseservicesrangefromCDRdecoderstoprovisioningofswitches.

Overviewconsoleoftheseveralservices• Alarms

•  Visual(BigFlatPanelOutput)•  E‐Mail•  SMS•  TIMM‐NoLficaLon

• FaultTolerantSystemController•  Constantmonitoringofthesystemsinapermachinebasis•  Inter‐MachineMonitoring•  AllowsfortheconfiguraLonofautomaLcserviceor

servicesspawningincaseoffailuredetecLononasystemormachine.

• RemoteacLonsonservices•  ConfiguraLonChanges•  CommandExecuLon•  Plug‐inforfeatures(Ex:CDRerrorcorrecLon)

• ReporLngServices• ExtensibleProgramming

•  VBScript•  Plug‐inInteracLon

TIMM‐Provisioning

ProvisioningisattheheartofeveryOSSsystem,andTIMMisnoexcepLon.Ourprovisioningengineisbuiltonadynamicarchitecturethatallowstoaddseveralswitches,networkfeaturesandacLonsregardlessoftheiniLalenvironment.

• ScalableSystem(ScaleIn&ScaleOut)

• ModularApproach(1Module‐>1typeofswitch)

• TotalintegraLonwithWindowsInstrumentaLonMeasures

• FaultToleranceSystems

TIMM‐Repor,ng

TIMMReporLngenablesthecreaLon,management,anddeliveryofbothtradiLonal,paper‐orientedreportsandinteracLve,Web‐basedreports.AnintegratedpartoftheTIMMbusinessintelligenceframework,ReporLngServicescombinesthedatamanagementcapabiliLesofSQLServerandMicrosoaWindowsServerwithfamiliarandpowerfulMicrosoaOfficeSystemapplicaLonstodeliverreal‐LmeinformaLontosupportdailyoperaLonsanddrivedecisions.

• ReporLngServicesComponentsSummaryComponent

•  ProgrammaLcinterfaces‐ProvidesaccesstoSSRSfuncLonalitythroughSOAPandHTTPrequests.

•  ReportProcessor‐FacilitatesasetofreportgeneraLonoperaLonsfromdataretrievaltorendering.ReportProcessorinvokesothercomponents,suchasdataextensionstoassistwithreportgeneraLon.

•  Data‐processingextensions‐Retrievesreport'sdatafromadatasource.DeveloperscandevelopaddiLonalcustomdata‐processingextensions.

•  Command‐lineuLliLes‐ThreeuLliLes,designedtoassistwithscripLngofadministraLvetasks,installedautomaLcallyduringtheReporLngServicesinstall.

TIMM‐Repor,ng

•  Renderingextensions‐Transformthereport'sintermediateformat(acombinaLonofreport'slayoutanddata)intoadevice‐specificformat,suchasHTML.Developerscancreatenewrenderingextensions.

•  ReportServerdatabase‐StoresreportdefiniLons,reportmetadata,reporthistory,cachedreports,snapshots,resources,securitysewngs,encrypteddata,schedulinganddeliverydata,andmore.

•  ReportServertemporarydatabase‐Storesintermediateprocessingproducts,cache,anddata.

•  SchedulingandDeliveryProcessor‐Monitorsforevents(suchasLmedsubscripLon),collaborateswithReportProcessortorenderareport,anddeliveryextensionstodeliverscheduledreportstoalocaLonspecifiedinthesubscripLon.

•  Deliveryextensions‐Deliverreportstospecificdevices,suchasemailorafilesystem.Developerscancreatenewdeliveryextensions.

TIMM‐Repor,ng

• ReportManager• Providesweb‐basedreportaccessandmanagementcapabiliLes.

•  ReportModelDesigner‐GeneratesreportmodelsforuseinReportBuilder.•  ReportBuilder‐Providesdrag‐and‐drop,easy‐to‐usereportdesignfuncLonality.Report

Builderisanadhocend‐userreportauthoringandpublishingtoolexecutedonaclientcomputer.

•  ReportDesigner‐Allowsdeveloperstodevelopcomplexreports.ReportDesignerisacomprehensivereportauthoringandpublishingtool,hostedinBusinessIntelligenceDevelopmentStudioorVisualStudio.

•  Securityextensions‐EnableauthenLcaLonandauthorizaLonofusersandgroups.Developerscan(excludingSQLServerExpressediLon)createnewsecurityextensions.

•  SQLServerManagementStudio‐ProvidesadministratorswithWindowsform‐based,integratedenvironmenttomanageSQLServercomponentsincludingSSRS.FromthereportmanagementperspecLve,ManagementStudiohassimilarfuncLonalitytoReportManager,butprovidesaddiLonalcapabiliLes,suchasconsolidatedweb‐farmmanagement.

•  ReporLngServicesConfiguraLonTool‐ProvideadministratorswithfuncLonalitytostartandstopReportServerWindowsserviceandreconfigurereportservers.ThisisaWindowsformsapplicaLon.

•  WMIprovider‐ProvidesasetofWMIinterfacestomanagesewngsofaReportServerandassistswithSSRSinstancediscoveryonanetwork.

•  Performancemonitoringobjects‐ProvideaviewofSSRSWindowsandwebserviceperformance.

TIMM‐StoreManagement

ResponsibleforgeneralstoreacLviLessuchassalesofequipment,creditrecharges,stockmanagement,etc.TIMMstoremanagementisintegratedintheothermajorTo‐Beproduct:Hermes.

TIMMstoremanagementiscomposedof2mainapplicaLons,frontandbackoffice:

• Frontoffice•  Invoicemanagement

•  ViewingandprinLng•  Payments

•  Receive•  Annulments

•  ProductSales•  Sell•  Return•  Annulments

•  CashiersControl•  Cashiers•  Volt

• Backoffice•  Bankcontrol

•  DirectPayments•  ATMPayments

•  ConfiguraLon•  Taxes•  InvoiceLayout•  AccounLngRules

•  StaLsLcs

Roamingproblems

• SehlementAgreements

•  LackofagilitywhennegoLaLngagreementsduetoshortagesofthebillingsystems

•  TheavailabilityoftheinformaLonforroamingtakestoolongtobecommerciallyviable.

•  TheGSMArequirescertainproceduresandLmestobemet,thatarenotcompaLblewitheverybillingsystem.

• GSMA

•  TAPandRAPfilesneedtobeprocessedandquickly•  HUR–HighUsageReportsaremandatory

• LackofinformaLonabouttheroamersinsideyourownnetwork.

TIMM‐RoamingAdvantages

• RoaminginalmostReal‐Time• Customizablereports

•  UseofBalancedScorecards

• SendingandrecevingofTAPfiles• RecepLonofRAPfiles• AutomaLnginvoicing

• TypesofRoaming

•  NaLonal

•  InternaLonal

• Roamingoperatorshistory

• CustomerCareforRoamers

• SendingofHUR(HighUsageReports)• TotalintegraLonwithTIMM‐OS

•  MonitorizaLonandanalysisofTAPservices

TIMM‐ScratchCardManagement

ScratchCardsareamongstthemostimportantwaystorechargeyourprepaidaccountindevelopingcountries.WithTIMM‐SCMyoucaneasilyrequest,generateandevenprovisionthescratchcardstotheoperator’snetwork.UsingasophisLcatedworkflowprocessmanagement,TIMM‐SCMnotonlyguaranLesthatstepsaren’tskippedbutalsothattheintegrityoftheinformaLonispresent.

• CreateScratchCards•  GenerateNumbers•  ReceiveScratchCardsfromSupplier•  ExportFiletoSupplier•  ProvisioningPrepaidSystem•  AssignBonus•  BlockScratchCardsinPrepaid•  ReacLvateScratchCardsinPrepaid•  SeparateBoxes

• GenerateVirtualNumbers•  GenerateNumbers•  ExporttoBanks•  RetrievefromBanks

• RequestScratchCards•  Order•  DeliveryConfirmaLon•  OrderCancelaLon

TIMM‐ScratchCardManagement

• ScratchcardSales•  Resellers•  Distributors•  Vouchers•  Re‐PrintVouchers

• Reports•  Sales•  Stocks•  ScratchCardsperBoxandWarehouse

• AdministraLon•  PointofSaleRelaLonship•  Users•  ResellersComissions•  Distribuitors

• SIMRoaming•  CreateRoamingSIMCards•  Block•  ViewStatus

TIMM–SMSCentral

SMSisabigpartofthetoday’soperator’srevenue,andinTIMMweprovideyouwithatooltotakeadvantageofthistechnology.SMSCentralisanall‐roundsoluLonformarkeLngyourSMSsendingcapabiliLesandclientlisLngstomajorclients,suchasbanks,commercialstoresandtelevisioncompanies.

• EndtoEndsoluLon(fromtheSMSswitchtotheendcustomer)

• ScalableSystem

• ExternalwelldocumentedAPIallowingtheoperatortosellSMSservicestoitsclients

• WebSiteinteracLonforthecustomersallowsconfiguringthebulkSMSsending

• InterconnectandgatewayfuncLonaliLes• FaultToleranceSystem(inconjuncLonwithTIMM‐OS)

TIMM‐Workflow

WorkflowisoneofthecoreitemsofTIMM,beingtheinterconnecLonbetweenallthedifferentmodulesofthepackages.

• StepConfiguraLon• WizardforProcessCreaLon

• AssignacLonstosteps:•  Webpages

•  T‐SQLStoredProcedures

•  .NETreflecLon‐enabledforms

• Sendstepstogroupsorusers• RegistercommentsandaddiLonalinformaLonforsteps

TIMM–RevenueAssurance

LeaksofrevenueareamongstthebiggestproblemsofthetelecomoperatorandTIMMpresentsatooltohelp.

TIMMsRevenueAssurancetoolisdividedinthreemainblocks:

• DataCollecLonLayer• RulesandProcessingLayer• AlertsandRevenueDashboard• ThresholdconfiguraLon• Billingcross‐informaLon

• Switchcross‐informaLon

• AccessfeaturesverificaLonagainstswitches• PrepaidraLngverificaLonagainstPrepaidSystem DataCollecLon

CDRs Prepaid NetworkSwitches

RulesandProcessing

AccessandFeatures CreditThresholds BehaviourAnalysis

AlertsandRevenueDashboard

Alerts RevenueLeakageDashboard

TIMM–DataCustomerAdministra,onSystem

ManaginganISPisatrickybusiness,butDCAS(DataCustomerAdministraLonSystem)isavaluablehelp.Itincludesallthenecessaryfeaturesforahelpdesk,customeracLvaLonandevenacustomerhomepagesothatyoualwayshavetherighttoolstoprovideyourcustomerwiththebestservice.• ClientReports

•  LevelsofInformaLon•  DCAS DCASServices/StateofServices•  TNM ASAMpairconnectedtoservice/Switch•  Helpdesk TicketsinprogressbyClient/Closed•  Invoices FilterbyState,TypeofService,Date/ViewinPDF•  Contracts ViewADSLContractinPDF •  ConsumpLons FilterbyMonth/Year.

• Helpdesk/AcLons•  ViewTrouble‐Tickets/Requests

•  PerGroup(ofusers)•  PerProcess•  BlockedTickets(perloggeduser)

•  NewTicketCreaLon/Request•  Includes

•  ClientSearch•  Formfillingifrequired•  TicketcreaLon/Helpdeskrequestinserted

•  AdvancedTicketSearch•  ViewingPreferences•  FAQs

TIMM‐DCAS

• ADSLAdhesion•  Eligibility

•  RequestSearch/TicketsofthisProcess

• TelecomNetworkManagement

•  ASAMPairManagement

•  CompletemappingofASAMpairbySwitchandtheirstate

•  SwitchcapabiliLesconfiguraLon•  PairsBulkRelease•  ManualsupplyingofASAMpairtoclient

• StaLsLcs•  DistribuLonofrequestsbetweendates(LisLng/Graph)

•  HistoryofoperaLonsdoneperrequest/HelpdeskTickets

•  TransiLonsbetweenLcketsforagivenprocess

•  AverageLmeperTicket/ProcessandState(List/Graph)

•  StateofPairsinaSwitch(CircularGraph)

• ContentManagementSystemforClientArea•  ProductManagement•  FAQs•  ContactsManagement•  LinksManagement•  NewsManagement

• AdministraLon•  ApplicaLon

•  ApplicaLonPermissions•  ApplicaLonErrorLogs

•  Helpdesk•  Permissions(steps,transiLons)•  ParametersConfiguraLon(Lmeouts,layout..)•  GroupsandUsers•  HelpdeskProcesses(ADSLAdhesion,FixedIP,etc)•  ProcessCategories•  FAQCategories•  NumberingSeries

• Help•  HelpOnline(Web)•  ApplicaLonManualDownload(PDF,CHM)

ISP–Management

• RealLmeaccesstoNASdata• RealLmeaccesstoRadiusAuthorizaLonandAudiLng

• ExporttoBillingandCustomerSelf‐Care

• GPRS,Wi‐Fiand3GprovisioningbothonGSMandCDMA(evDO)aswellasADSLmanagement

THANKYOU

commercial@to‐be.pt