Event Codes

A workflow event is identified by a combination of an event type and event code. An event type can be associated with more than one event code, but an event code uniquely identifies a workflow event. Event codes represent events or procedures within a business, such as a credit control disconnection.

The event code subdivides the event type and contains information used to produce customer In the context of the Cloud Monetisation Platform, an individual or organisation who has signed an agreement to take goods and services from a service provider. A customer receives a bill associated with one or more subscriptions, and can be a single end user or a large company with many subscriptions assigned to one agreement. communications, control workflow event entry and to carry out default actions. It is a 3-character or 4-character code plus a more user A person with the capability to log in to the CMP GUI software, such as a customer service advisor or agent.-friendly description, for example Add Data Bar (DBAR). If the associated event type is Bar Feature (BFEA), then for this example, CMP Converged Monetisation Platform. The MDS Global product that supports customer care and billing for digital service providers. identifies the workflow event as Bar Feature - Add Data Bar or BFEA DBAR.

Event codes can be linked to communications to send communications such as letters, emails, push notifications and SMS Short Message Service. A text messaging service component of most mobile telephone systems. SMS uses standardized communication protocols to enable mobile phone devices to exchange short text messages. messages to customers.

Workflow Event Reason Codes

Workflow event reason codes provide an additional layer of classification for workflow events. They are mostly used for reporting purposes. Reason codes allow an AgentView The graphical user interface of the CMP that is typically used by Customer Service Agents to access CMP customer and billing data. In versions prior to CMP 8.0, this was called the CMP GUI. user, when raising a workflow event, to select a reason from a drop-down list. For example, if a user raises a workflow event to note details of a complaint from a customer, reason codes can be made available to classify the type of complaint, such as invoice error, customer service, or network In the context of CMP, the infrastructure on which usage of registered customers will be measured – this could be a mobile phone network, broadband network or other non-telecommunications network. coverage. If a list of reason codes is configured against an event type, every workflow event with that type has the same list of reason codes.

Workflow Event Configuration

CMP Business Configuration A module in the CMP Administation console that provides for viewing and modification of business and user applicable system configuration. allows you to configure the following for event codes and workflow events:

The associated event type.
The event code and event description.
The status when the workflow event is raised and after it is confirmed.
Whether a reason code is mandatory and if required, a default reason code.
A date by which the workflow event should be resolved, and whether a date is mandatory.
Whether a contact name is required when raising the workflow event.
The CSA Customer Service Agent, Advisor, or Assistant. A (usually) customer-facing role in telecommunications, such as an agent in a call centre. Variations include CSR (Customer Service Representative) or CEA (Customer Experience Agent) to whose worklist the event is assigned by default.

Once you have configured a workflow event, you can:

Assign default actions to it.

Link communications to it.

Link it to other events to create linked events.

You can link a series of workflow events to create a sequence of linked workflow events. Linked workflow events can be used to automatically create another workflow event once a workflow event has been resolved.

For example:

Workflow A: Moves an account In the Cloud Monetisation Platform, a billing entity that can be used to manage payments on one or more subscriptions or payments for services. An account can hold details such as payments or invoices. from a nursery account to a business account.
Workflow B: Removes the data cap A limit on a subscriber's service. from the account.

An error with Workflow A will prevent Workflow B being created.

Any number of workflow events can be linked as long as every workflow event in the sequence is configured to be raised at the same level of the CMP customer hierarchy. For example, all workflow events are to be raised at account level.

The first workflow event in a sequence is referred to as the initiating event. All linked workflow events are linked to the initiating event only. You cannot link another initiating event to the first initiating event. For example:

Allowed: Workflow A is the initiating event. Workflow B and C are linked to A.
Not allowed: Workflow A is the initiating event. Workflow B is linked to A. Workflow C is linked to B.

When you define linked events, you give each workflow event a sequence number, which determines the order in which the linked workflow events will be created. When the first workflow event is resolved, the second will be created. When the second is resolved, the third will be created, and so on. Typically the sequence numbers 10, 20, 30 are used so that changes can be made in the future by using the numbers in between. For example:

Workflow A is the initiating event. Workflow B has sequence number 10 and will be created when Workflow A is resolved.
Workflow C has sequence number 20 and will be created when Workflow B is resolved.

Linked workflow event functionality is independent of other workflow event functionality, making it entirely optional. Linked event functionality runs as a background process. It identifies any workflow events that have linked workflow events predefined where one or more of predefined linked workflow events have not been created. It then checks if the preceding workflow event in the sequence has been set to Resolved. If it has, the next workflow event in the sequence is created. Linked workflow events are created in exactly the same way as workflow events created manually. Standard workflow functionality is then responsible for processing the workflow event.