Details for RA Control Implementation

1. Background

All LTE based services are activated through Order-to Activation (O2A) process. There is an
order generated for any job on SAP CRM which will contain KYC details and the order details.
SAP CRM is integrated with Order Manager which in turn interacts with all network and IT nodes
for provisioning as per order details. Mentioned below is high level diagram depicting
provisioning flow for LTE based services.

Figure 1 – HL Provisioning flow for LTE based services

Detailed Flow:

a. All customer orders are logged on CRM and on successful completion of payment, the
orders are sent to Order Manager (OM) for provisioning.
b. The OM orchestrates the configuration of customer orders on the various systems
involved (OSS, BSS and NSS). The status of each request processed is maintained by OM.
c. Additionally, the status of the subscriber is updated in PCRF and HSS network nodes.
d. The systems which the OM interfaces with during the provisioning process are based on
the service type and network.
i. LTE – HSS and PCRF
ii. Voice – HSS, CNUM and PCRF
 e. Post provisioning of services at network nodes, OM shares successful provisioning status
to CRM.
f. CRM create services and products in CC and CI

Status Mapping:

Step CNUM CRM PCRF HSS

Initial Stage Available NA NA NA
Post Dealer NA Pre-active Available
Provisioned
acquisition (with TS21 flag disabled)
Customer obtains Service Pre-active Available
number (before tele- Consumed provisioning (with TS21 flag disabled)
verification) completed
Customer obtains Service active Active Available
number (after tele- Active
verification)
Subscriber Suspended Active Available
Active
suspended
Subscriber Disconnect Removed from Removed from node
Churn
disconnected node

Table 1: Subscriber status mapping

2. Risks covered:

Impact
Severity
Risk
Risk Root Cause Customer Revenue Others
#
Experience /
Leakage
Customers Customers directly
configured in PCRF provisioned in PCRF in
and not in CRM able earlier scenario due to
R1 to use the services absence of provisioning  High
without getting policy
charged (Status
mismatch)
Order Manager is not
successful in
provisioning and
activating subscriber on
Customer not PCRF due to :
configured on PCRF 1. link failure
will not be able to 2. link fluctuation
R2 use the services 3. Incorrect  High
resulting in customer interpretation of
dissatisfaction status send by
(Status mismatch) PCRF to CRM or
incorrect status
updated by
PCRF

R3 Inconsistent Customer orders  Medium

subscriber numbers terminated on CRM but
reported from corresponding account
different systems not deleted from HSS
 Impact
Severity
Risk
Risk Root Cause Customer Revenue Others
#
Experience /
Leakage
(CRM and PCRF)
Customer active in Pcrf_Custom15 flag is
network able to use blank in PCRF for an
R4 network without active subscriber. If this  High
getting charged flag value is blank, CDR
will bypass OCS

3. Control Name: Subscriber Reconciliation for all network (SAP CRM vs. PCRF) – Daily Analysis

4. Control Objective:

The objective of the control is to ensure consistency of customer database across various OSS /
BSS and NSS systems in relation to:
a. Count of customers is identical across SAP CRM and PCRF
b. Customer status across CRM and PCRF is identical

5. Control Description:

For successful delivery of services and appropriate charging for services provided, it is essential
that there should be match of the subscriber base as CRM and PCRF. In case there is a
mismatch in counts of either system or status, it could result in revenue leakages or subscriber
dissatisfaction on account of the following major reasons:

a. Subscribers unable to use services – If customer account is not created on HSS or

there is a mismatch in customer status, customer won’t be able to use services
leading to bad customer experience
b. Subscribers able to use services without getting charged – For cases where
subscribers to be de-provisioned from the network are still in HSS due to technical
faults, usage made can’t be billed leading to revenue leakage.

6. Frequency of the Activity:

This activity is automated on the SUBEX ROC RA tool and is performed on a daily basis. The
reconciliation is performed on data for (D-1) day on any given day.

7. Data Sources to be used:

Source Network
# Data Description Function Name SPOC
Element

1 CRM subscriber dump SAP CRM IT Operations Dharmesh Kaku

 2 PCRF subscriber dump PCRF IT Operations Dharmesh Kaku

8. Activity Overview:

 Following activities are automated in RA Tool (SUBEX)

o CRM vs. PCRF subscriber count validation (Two way reconciliation)
o CRM vs. PCRF subscriber status validation (Two way reconciliation)

9. Probable Exceptions:

 Subscriber present in SAP CRM but missing in PCRF

 Subscriber present in PCRF but missing in SAP CRM
 Mismatch in subscriber status between SAP CRM and PCRF

10. Exceptions reports generated

SAP CRM vs. PCRF

 Subscribers present in SAP CRM but missing in PCRF

o These exceptions need to be sent to OM and PCRF team to analyze if provisional
failures were encountered during activation on PCRF. Once reason is confirmed by
the concerned team, the subscribers will need to be configured on PCRF.
Following can be the reasons:
 Response time-out or negative response from PCRF during provisioning flow,
resulting in subscriber not configured. However customer order is
successfully logged and present on SAP CRM.
 Subscriber churned-out from the network, the subscriber is present in
disconnect status in CRM.
o Refer Annexure – A52_E1 for the detailed exception report extracted from RA tool
<< ANNEXURE NUMBERS TO BE UPDATED >>

 Subscribers present in PCRF but missing in SAP CRM

o These exceptions need to be sent to OM and SAP CC team to analyze if all the
deactivated subscribers or any potential test accounts configured have been removed
from SAP CC and HSS
o Refer annexure – A52_E2 for the detailed exception report extracted from RA tool
<< ANNEXURE NUMBERS TO BE UPDATED >>

 Subscriber status mismatch between PCRF and SAP CRM

o This exception report is the summarization of subscriber status wise counts for SAP
CRM and HSS and the respective mismatches in the count. The status mapping is
referred as per the table mentioned in Table 1.
o The subscriber is present in PCRF and SAP CRM but with PCRF custom15 value as
blank. These exceptions need to be sent to Network team and SAP CRM team to
analyze if these were numbers were used for testing purpose. The Network team
should be informed to update the custom15 flag value accordingly.
o Refer annexure – A52_E3 for the detailed exception report extracted from RA tool
<< ANNEXURE NUMBERS TO BE UPDATED >>