DCP Service Portal Enterprise Guide

Transcription

1 DCP Service Portal Enterprise Guide Ericsson Device Connection Platform USER GUIDE 5/1553-HRC /1 Uen U

2 Copyright Ericsson AB 2012, All rights reserved. No part of this document may be reproduced in any form without the written permission of the copyright owner. Disclaimer The contents of this document are subject to revision without notice due to continued progress in methodology, design and manufacturing. Ericsson shall have no liability for any error or damage of any kind resulting from the use of this document. Trademark List Internet Explorer Firefox is a registered trademark of Microsoft Corporation in the United States and/or other countries. is a registered trademark of the Mozilla Foundation. All trademarks mentioned herein are the property of their respective owners.

3 Contents Contents 1 Introduction 1 2 Service Portal Overview 3 3 Login Logging into Service Portal 5 4 Header and Footer 7 5 Dashboard Editing My Dashboard Views Dashboard Widgets Aggregated Traffic Historical Trigger Notifications Recently Modified Incidents Top 5 Countries GPRS Traffic Top 5 Subscriptions GPRS Traffic Top 5 Countries SMS Traffic Top 5 Subscriptions SMS Traffic Subscription State Information News Bulletin Announcements Platform Status Requests 13 6 Solution Management Ordering SIMs Viewing Subscriptions Single Range Customer Label Batch Changing Subscription Status Changing Region Reactivation of Terminated IMSI Parameters Viewing Submitted Service Requests Viewing Contract Details Changing Subscription Package Changing Subscription Packages Errors Viewing Requests 59

4 DCP Service Portal Enterprise Guide 6.7 Ordering SIM Subscriptions 61 7 Operational Status Viewing Subscription Traffic Information Subscription Traffic Errors Viewing Aggregated Traffic Information Aggregated Traffic Errors Viewing Real-time Trace Information Viewing Trigger Notifications Managing Trigger Packages Editing Trigger Package Settings Used in Following Subscription Packages Creating New Trigger Package Trigger Notifications Alerts Trigger Notifications Actions Zone Traffic Trigger - Alerts Zone Traffic Trigger Notifications - Actions Editing Customer Settings Smart Search Balance Notifications 97 8 Reports and Statistics Downloading Usage Data Downloading Reports Download Invoices Support Report Incidents Viewing Reported Incidents Updating Company Details Changing Password User Guide Announcements Search Subscriptions 129 Glossary 131

5 Introduction 1 Introduction This document describes how to use the Ericsson Device Connection Platform (DCP) Service Portal for enterprises. Note: Training is recommended in order to be able to fully understand the services and concepts described in this document. Scope This document covers the following topics: A general description of the Service Portal How to use services in the Service Portal Target Groups This document is intended for all the users of the Service Portal especially enterprises. 1

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7 Service Portal Overview 2 Service Portal Overview The DCP Service Portal provides a self-service web application portal to the enterprises. Most of the services that can be accessed through the web portal, are also provided by the Application Programming Interface (API). The Hypertext Transfer Protocol Secure (HTTPS) is used to secure the communication channel between applications and DCP. The DCP Service Portal contains self-service functionality to manage and control installed Subscriber Identity Module (SIM) base, including real-time access to monitor operational levels, support management, and access statistics. The Service Portal provides the following compatibilities: Secure Sockets Layer (SSL) encryption (128-bit) and hashed passwords for login Compatible with Internet Explorer 8.0 and 9.0, and Firefox 9.0 or later 24/7 operating hours Note: The words enterprise and company refer to the same thing, which is the operator's end customer. Their use are exchangeable in this document. All the figures in this document are taken from unbranded (neutral) theme of portal. The actual portal views will have a different theme 3

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9 Login 3 Login This section describes the following: Logging into the Service Portal 3.1 Logging into Service Portal To log into the Service Portal, perform the following steps: 1. Enter the correct URL for the Service Portal in the browser. The login page is shown, see Figure 1. Terms of Use link as well as the current portal Version are visible in the footer of the Login page as shown in Figure 1. Figure 1 Login 2. Enter the user identity and password. 3. Click Sign In. If everything is OK, the user is logged in and the Dashboard page is shown, see Figure 3. 5

10 DCP Service Portal Enterprise Guide Note: There is an automatic refresh of the Dashboard every 10 minutes. The portal automatically terminates the session after a predefined time. Currently this is set to 30 minutes without any activity, unless the user is on the Dashboard page. If the valid password is forgotten, perform the following steps: 1. Click Forgot Password. The following page is shown, see Figure 2. Figure 2 Forgot Password 2. Enter the correct address. 3. Enter the displayed verification text. 4. Click Send Password Reset Link. Then an will be sent to the specified address which includes a link to where the user has the possibility to create a new password. Note: The provided link to create new password is valid in 24 hours. For more information about the password policy, see Section 9.4 Changing Password on page

11 Header and Footer 4 Header and Footer The current User name, Platform Status, Log out link, and the selected language are visible on the header of all the pages in the Service Portal as shown in Figure 3. Help link, Terms of Use link, and the current portal Version are visible in the footer of all the pages in the Service Portal as shown in Figure 3. The Platform Status in the header shows only the most critical indicator of the DCP core network elements. For more information about Platform Status, see Section 5.2 Platform Status on page 12. Note: DCP offers multilingual Service Portal. The set of available languages varies based on operator preferences. Figure 3 Header and Footer 7

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13 Dashboard 5 Dashboard This section describes the following: Editing My Dashboard Views Platform Status Requests 5.1 Editing My Dashboard Views To edit My Dashboard Views, perform the following steps: 1. Click Edit in My Dashboard Views. 2. Select those widgets that are desired to be shown as active views in Dashboard, see Page 9. For further details on different available widgets on Dashboard, see Section Dashboard Widgets on page Click OK. Figure 4 Edit Dashboard Widget The customized Dashboard is shown, see Figure 5. 9

14 DCP Service Portal Enterprise Guide Figure 5 Customized Dashboard Dashboard Widgets This section describes all the possible widgets on Dashboard Aggregated Traffic Historical This widget shows the network statistics for Short Message Service (SMS) and General Packet Radio Service (GPRS) traffic, for all subscriptions and an average per subscription, during Yesterday, Last 30 days, and Last 365 days. To view the daily-based aggregated traffic information, click Aggregated Traffic Trigger Notifications This widget shows the notifications that have most recently been triggered, both Action and Alert. Notifications are monitored on individual SIM level. To view all the notifications, click View All. To manage triggers, click Manage Notifications and the user will be redirected to the Section 7.5 Managing Trigger Packages on page

15 Dashboard Recently Modified Incidents This widget shows five recently modified incidents with the latest current status, see the last modified date on the Dashboard. All incidents are available by clicking View All. To access the details for an incident, click the header of that incident. The following page is shown, see Figure 6. Figure 6 Reported Incident Details View To create an incident, click Report Incident Top 5 Countries GPRS Traffic This widget shows the five countries that have generated the most GPRS traffic, during Yesterday, Last 7 days, or Last 30 days Top 5 Subscriptions GPRS Traffic This widget shows the five subscriptions that have used the most GPRS traffic, during Yesterday, Last 7 days, or Last 30 days. 11

16 DCP Service Portal Enterprise Guide Top 5 Countries SMS Traffic This widget shows the five countries that have generated the most SMS traffic, during Yesterday, Last 7 days, or Last 30 days Top 5 Subscriptions SMS Traffic This widget shows the five subscriptions that have used the most SMS traffic, during Yesterday, Last 7 days, or Last 30 days Subscription State Information News Bulletin This widget shows the state information for all subscriptions, during Yesterday, Last 30 days, or Last 365 days. The possible subscription states are Active, Deactivated, Pause, or Terminated. This widget shows the most recently published articles with information to users for example release info, scheduled maintenance, and so on. To view all available articles, click View All Announcements This widget shows the most recently directed announcements to selected customers by the operator for example announcing planned updates and service disturbance. To view all the announcements, click View All. 5.2 Platform Status This is a service to quickly view the current status of the different core services in DCP, see Figure 3. Note: Platform Status indicators do not show status of listed services in roaming networks but indicates status of core network elements at DCP that has an overall impact on the services independent of where they are used. The following colors describe the status of the Platform: Grey: No status information could be retrieved from this service. Green: There is currently none or only minor disturbances with no significant customer impact. 12

17 Dashboard Amber: The service has reduced capacity or intermittent loss of functionality (moderate or limited disturbance), or both. Red: The performance of the service is seriously affected or the service is not working at all (extensive or large disturbance). 5.3 Requests This service shows the status of the batch change validation requests for the selected company. Only the successfully validated requests end up as service requests and then will be actually enforced in the system. The failed requests are not accepted by the system and hence the request is not processed any further. There are two different batch change scenarios, one to change the subscription state from View Subscriptions page and one to change the subscription package from Change Subscription Package page. For these batch changes, the first step done is the validation of the change request. That validation may take some time, and user does not need to wait for the outcome on the actual request page. The status of the batch change request can be followed on this request widgets on Dashboard until it is turned into a service request, see Figure 5. In order to view the details of the result of the validation process for each batch request, click View All and the user will be redirected to the Solution Management > Requests as described in Section 6.6 Viewing Requests on page

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19 Solution Management 6 Solution Management This section describes the following shown in Figure 7: Ordering SIMs Viewing Subscriptions Viewing Submitted Service Requests Viewing Contract Details Changing Subscription Packages Viewing Requests Order SIM Subscriptions Figure 7 Solution Management 6.1 Ordering SIMs A tailored service request has been created so that companies can order a number of SIMs from their allocated International Mobile Subscriber Identity (IMSI) ranges and attach them to a specific subscription package. 15

20 DCP Service Portal Enterprise Guide To order SIMs, perform the following steps: 1. Select Solution Management > Order SIMs, see Figure 8. Figure 8 Order SIMs 2. Verify the delivery address in Delivery Location. 3. Verify the information in Company and Contract Details. If the company has several service contracts, or subscription packages, or both, the proper choices must be made in the Service contract and Subscription Packages. More information on the available service contracts and subscription packages can be found by selecting Solution Management > Contract Details. 4. Verify the information in SIM Specification that has to be used for all SIMs in this order. The available SIM specifications are displayed after selection of the Subscription Package. 5. Enter the number of SIMs to be ordered in Quantity of SIMs required. Total SIMs available indicates how many IMSIs or Mobile Station International Subscriber Directory Numbers (MSISDNs) that currently remain in the number series allocated for the user. 16

21 Solution Management If more SIMs are required than the remaining allocated IMSIs or MSISDNs, contact the responsible account manager, or raise a Request Contract Change. 6. Select Delivery state. Default Delivery state is Active, which means that the SIMs are ready to be used in the network when delivered (specified bearer services are open for traffic). Deactivate, that is, all bearer services blocked for traffic at delivery, is optional but can be selected in the Delivery state. Once the SIMs have been provisioned, subscription mode can be changed at any time for an individual, a range or a batch of subscriptions, by selecting View Subscriptions. 7. Complete the order form. 8. Click Submit Request. 6.2 Viewing Subscriptions This function enables the user to view the basic information about the current subscription and to change the state or the customer label of the selected subscription. The subscription has one of the following states: ACTIVE DEACTIVATED PAUSE TERMINATED Single To view a single subscription, perform the following steps: 1. Select Solution Management > View Subscriptions, see Figure 9. 17

22 DCP Service Portal Enterprise Guide Figure 9 View Subscriptions 2. Select a type (IMSI/MSISDN /ICC) in Select type 3. Select Single in Search format. 4. Enter a valid number in Set Value. 5. Click Retrieve Data. ACTIVE If the subscription status is ACTIVE, the result page shows the detailed subscription information, see Figure 10 18

23 Solution Management Figure 10 Subscription Active state DEACTIVATED If the subscription status is DEACTIVATED, the result page shows the detailed subscription information, see Figure 11 19

24 DCP Service Portal Enterprise Guide Figure 11 Subscription Deactivated state PAUSE If subscription status is PAUSE, the result page shows the detailed subscription information, see Page 21 20

25 Solution Management Figure 12 Subscription Pause State TERMINATED If the subscription status is TERMINATED, one of the following result page appears. If the IMSI is allowed for reactivation, the result page shows the detailed subscription information with Reactivate option button, see Page 22. For more information on Reactivate under Change Subscription Status, see Section Reactivation of Terminated IMSI on page 37. If the IMSI is not allowed for reactivation, the result page shows the detailed subscription information with out Reactivate option button, see Figure 14 21

26 DCP Service Portal Enterprise Guide Figure 13 Subscription Terminated State - Reactivation possible 22

27 Solution Management Figure 14 Subscription Terminated State - Reactivation not possible To see all the options available under each expandable information package, see Table 1, Table 2, Table 3, Table 4, and Table 5, explained later in this section. To navigate back to View Subscriptions and perform another search, click New Search on the top right corner of the page Range To view a range of subscriptions, perform the following steps: 1. Select a type (IMSI /MSISDN) in Select type. Note: To view subscriptions based on Customer Label, see Section on page Select the Range in Search format. 23

28 DCP Service Portal Enterprise Guide 3. Enter the desired range, that is, number of subscriptions in sequence starting with entered start value, in Set Range. The maximum size of the range is 100 subscriptions. 4. Click Retrieve Data, see Figure 15. Figure 15 View Subscriptions IMSI Range 5. The result page appears with the list of IMSIs, which are in the specified Range, see Figure 16 The result page appears with the list of IMSIs, which are in the specified Range 24

29 Solution Management Figure 16 View Details for Range 6. To sort the result table, click the required column headings. 7. Click the required IMSI to view the subscription details. 8. According to the subscription status one of the following result page appears: ACTIVE : See Figure 10 DEACTIVATED: See Figure 11 PAUSE: See Page 21 25

30 DCP Service Portal Enterprise Guide TERMINATED: See Page 21 To see further details for each expandable information package, see Table 1, Table 2, Table 3, Table 4, and Table 5, later in this section. To go back to View Subscriptions and perform another search, click New Search on the top right corner of the page. To go back to the presented range list, click Back to Range List Customer Label To view a subscription with a specific customer label, perform the following steps: 1. Select Solution Management > View Subscriptions, see Page 26. Figure 17 Customer Label Search 2. Select the Customer Label in Select type. 3. Enter the text string in Set value. The search text is case sensitive and restricted to exact match. 4. Click Retrieve Data. 5. The result page appears with the list of IMSIs based on the Customer Label selected, see Figure

31 Solution Management Figure 18 View Subscriptions Customer Label 6. Click the IMSI to view the subscription details of a particular IMSI. One of the following result pages appears based on the subscription status: ACTIVE : See Figure 10 DEACTIVATED: See Figure 11 PAUSE: See Page 21 TERMINATED: See Page Click Customer Label under Change Subscriptions Configurations tab in the subscription details page. 8. Click Remove to remove the Customer Label, see Page 28. The result page appears, seepage 28. Or To edit the Customer Label enter the new text in New Customer Label and click Ok Or Click Cancel to cancel the operation. 27

32 DCP Service Portal Enterprise Guide Figure 19 Remove Customer Label Figure 20 Remove Customer Label result Batch 9. To navigate back to View Subscriptions and perform another search, click New Search on the top right corner of the page. To view a batch of subscriptions with an IMSI or MSISDN, perform the following steps: 1. Select the Batch in Search format. Note: Selecting the type is unnecessary here since the type will be defined by the uploaded batch file. 2. Click Browse to open a dialog where the batch file to use can be selected. 3. Click Upload File, see Figure

33 Solution Management Figure 21 View Subscriptions Upload Batch The Batch selection is used for viewing or changing status of subscriptions listed in a text file as shown in Example 1. The text file starts with either MSISDN or IMSI, depending on what type of data listed, and ends with an END string. IMSI END Example 1 Text File The result view is shown in Figure 22. To go back to View Subscriptions and do another search, click New Search in the upper right corner. 29

34 DCP Service Portal Enterprise Guide Figure 22 View Subscriptions Batch To remove an IMSI or MSISDN from the batch list, select the number and click Remove in List of Subscriptions. To add a number to the batch list, enter a valid IMSI or MSISDN and click Add in Add Subscriptions to the List. Note: Adding or removing a subscription will only update the batch list in the portal and the original file uploaded to the portal will not be modified Changing Subscription Status The SIM state actions are as follows: Activate The SIM is registered in the DCP and can be connected to the network. Deactivate The SIM is barred and cannot connect to the network. It can be activated again. The standard monthly fee is charged as usual. Pause The SIM is barred and cannot connect to the network. It can be activated again. A reduced monthly fee is charged during the period when the SIM is paused. An entry and exit fee may apply. Terminate The SIM is terminated. 30

35 Solution Management Note: All the listed SIM states may not be visible for a company due to not having privilege to that service. Changing Status for Single and Range: To change the SIM status for a single subscription or a range of them, perform the following steps in the result view of View Subscriptions: 1. Click the desired options, that is, either Activate, Deactivate, Terminate, or Pause. In this example, Activate has been chosen. A confirmation question for Activate Subscription is shown, see Figure 23. Figure 23 Change Status Activate To go back to View Subscriptions and do another search, click New Search in the upper right corner. 2. Click Confirm Change. 31

36 DCP Service Portal Enterprise Guide A confirmation message is shown, confirming that the request to change status has been successfully sent. In the same message the request ID is presented as shown in Figure 24. Figure 24 Change Status Result Changing Status for Batch: To change the status for a batch of subscriptions, perform the following steps: 1. Click Browse to open a dialog where the batch file to use can be selected. 2. Click Upload File. The available status change alternatives are shown, see Figure Click a status change option. 32

37 Solution Management A confirmation message is shown which also presents how many subscriptions status will be changed as shown in Figure 25. Figure 25 Change Status Batch 4. To perform the operation for all the subscriptions in the batch file, click Confirm Change. To go back to View Subscriptions and do another search, click New Search in the upper right corner. If the uploaded batch file consists of some invalid data, the following is shown, see Figure

38 DCP Service Portal Enterprise Guide Figure 26 Change Status Batch Error To ignore the errors and proceed with the valid numbers in the batch file, click Ignore All Errors. Only valid IMSIs will be shown in batch run details screen, see Figure

39 Solution Management Figure 27 Change Batch Result Changing Region The user can change the region/msisdn pool for a particular subscription using this option. If there is a region available for the required subscription and Change Region role is enabled for the user, the Change Region tab appears along with other tabs, such as Activate, Deactivate, Pause. If the subscription is in Terminated state, the Change Region tab is disabled. This option is only available if Single Subscription search is selected. Change region option is not available if Range or Batch search is selected in View Subscription page. To change the region/msisdn pool for a particular subscription, perform the following steps. 1. Go to Solution Management >View Subscriptions, see Figure Select a type, IMSI/MSISDN/Customer Label/ICC in Select type. 3. Select the Single in Search format. 35

40 DCP Service Portal Enterprise Guide 4. Enter a valid number in Set Value. 5. Click Retrieve Data. The result page appears with detailed subscription information for one single IMSI, see Figure Click Change Region. The Change Region page appears. 7. Select the required region in New Region field. See Figure 28. Figure 28 Change Region 8. Click Submit Change. A dialog box appears. 9. Click Confirm to accept the change. See Figure 29. The result page of successful region change appears, see Figure

41 Solution Management Figure 29 Confirm Region Change Figure 30 Change Region Result 10. Click Ok. 11. Go to View Subscriptions result page to view changed region, see Figure Reactivation of Terminated IMSI If the SIM cards are terminated accidentally, then the terminated SIM cards need to be reactivated again. The portal user can reactivate the terminated subscription using the Change Subscription Status in View Subscriptions result page, see Page 21. To reactivate the terminated subscription, perform the following steps: 1. Click Reactivate under Change Subscription Status, see Figure Click Confirm Change to reactivate the subscription, see Figure

42 DCP Service Portal Enterprise Guide Figure 31 Reactivate Figure 32 Confirm Reactivation On successful reactivation, the result page appears with a success message, see Figure

43 Solution Management Figure 33 Reactivation Success If the MSISDN number is in use for a new subscription or if it is removed from the platform (only kept as history data), then the error message This IMSI cannot be reactivated appears, see Figure

44 DCP Service Portal Enterprise Guide Figure 34 Reactivation Error Parameters The parameters in the Subscription Information group are shown in Table 1. Table 1 Subscription Information Field Name Company Customer Label IMSI Description The name of the company associated with the IMSI Can be populated by company, or operator, or both. Maximum 60 characters and % cannot be used. International Mobile Subscriber Identity according to ITU-T E

45 Solution Management Table 1 Subscription Information Field Name MSISDN ICC SIM Specification Subscription status Description Mobile Station International Subscriber Directory Number according to ITU-T E.164. Integrated Circuit Card (ICC). The serial number of the SIM. An ID that refers to a document that describes how the SIM looks like as well as what it includes. Status of the subscription; Active, Deactivate, Pause, or Terminate. Table 2 Field Name PIN 1 The parameters in the More Details Subscription Information group are shown in Table 2. More Details Subscription Information Description SIM Personal Identification Number (PIN) code No. 1 (original value set when the SIM was produced). PUK 1 SIM PIN Unlock Key (PUK) code No. 1 (original value set when the SIM was produced). PIN 2 SIM PIN code No. 2 (original value set when the SIM was produced). PUK 2 SIM PUK code No. 2 (original value set when the SIM was produced). Subscription Package Name of the subscription package used. Order Status Status of the SIM order. Provisioning Date and Time (GMT) Date and time of original provisioning in the system. Parameter-based Rating (PBR) Exit Date When a subscriber exits PBR, also named Test Ready Mode, it is fully charged. (1) This date is shown in the PBR Exit Date. (1) PBR: allows rating to use bulks and caps to included in the base connection fee. Test ready Mode: Test Ready Mode is suspending recurring charges for the period when the device is supposedly being manufactured and tested (in Test Ready Mode). Triggering the switch to operational mode (and start of recurring monthly charges) is based on: A) Volume SMS or (B) Volume GPRS or (C) Volume CSD or (D) Volume Voice or (E) Time elapsed. The parameters in the Subscription Package Details group are shown in Table 3. 41

46 DCP Service Portal Enterprise Guide Table 3 Subscription Package Details Field Name Minimum time in Subscription Package (months) Trigger Package Description Indicates whether there is a minimum time before the subscription can be moved to another subscription package. Value given in months. If empty there is not any such restrictions. Name of trigger package used (if applicable). Trigger packages are described and can be added, removed, and modified in Trigger Management. PDP Context Profile Name of the PDP context profile used. The PDP context profile defines the APN or APNs that can be used with the subscription, and maximum bandwidth in uplink and downlink when using packet switched data. Price Profile Name of the pricing profile used. The pricing profile defines connection and monthly fees for services and usage fees. Price Profile Description Description of the pricing profile. Roaming Profile Name of the roaming profile used on the subscription. The roaming profile defines in which networks the subscription can be used. APN See Table 4. Bearer Services See Table 5. The parameters in the APN group are shown in Table 4. Table 4 APN Field Name APN Description Shows the APN or APNs available to be used with the subscription. The parameters in the Bearer Services Details group are shown in Table 5. Table 5 Bearer Services Details Field Name GPRS Description Shows whether the GPRS service is available with the subscription if subscription status is Active. 42

47 Solution Management Table 5 Bearer Services Details Field Name SMS MO SMS MT CSD Voice CLIP Description Shows whether the SMS Mobile Originated (MO) service is available with the subscription if subscription status is Active. Shows whether the SMS Mobile Terminated (MT) service is available with the subscription if subscription status is Active. Shows whether the Circuit Switched Data (CSD) service is available with the subscription if subscription status is Active. Shows whether the Voice service is available with the subscription if subscription status is Active. Shows whether the Call Line Identity Presentation (CLIP) service is available with the subscription if subscription status is Active. 6.3 Viewing Submitted Service Requests This function lists the service requests that have been raised by the user. Currently all service requests are shown in the same view. To view the progress of a specific request, perform the following steps: 1. Select Solution Management > Submitted Service Requests, see Figure

48 DCP Service Portal Enterprise Guide Figure 35 Submitted Service Requests 2. Scroll to the appropriate request in the Submitted Request window and highlight this row. 3. View the state in the Status graphical bar. To view more details on a specific request, perform the following step: 1. Select the desired rows in the Submitted Request, see Figure Click Request Details at the bottom of the page. 3. The details view is shown, see Figure

49 Solution Management Figure 36 Submitted Request Details The Activity Log window contains information on actions taken to fulfill the request, or order, or resolving the incident, see Figure 37. The user may add files with additional information to the activity log. 45

50 DCP Service Portal Enterprise Guide Figure 37 Submitted Request Activity Log The Process View window contains information about the request status. It shows the steps taken in the process more visible and in details, see Figure 38. Figure 38 Submitted Request Process View 46

51 Solution Management 6.4 Viewing Contract Details Information about a company contract can be found in this function. To view the contract details, perform the following steps: 1. Select Solution Management > Contract Details, see Figure 39. Figure 39 Contract Details 2. If the user is an operator or a user of a company with subcompanies, the drop-down list for selecting the appropriate company is shown. Company information such as locations (delivery and billing addresses), contact persons, company hierarchy, and so on, is described in Company Details. 3. To view information such as number (MSISDN) series and how many SIMs currently have been ordered, click Company Hierarchy (in the same section). The column Number of free SIMs shows the available numbers (MSISDN) for order in the company's number series, and by subtracting the numbers in the column Capacity with the numbers in column Number of free SIMs, the number of SIMs ordered, can be found. 47

52 DCP Service Portal Enterprise Guide 4. In Service Contract Details, information on type of agreement (test, pilot, or commercial), start and end dates (if applicable), whether a Service Level Access (SLA) is included, and so on, is listed. 5. Each Service Contract contains one or several subscription packages. These describe, for example, pricing plan, roaming profile (Area of Territory), APNs, available bearer services (GPRS, SMS MO, SMS MT, CSD, and Voice) and which SIM specification that applies to a given set of subscriptions. Information like this can be found in Product Offering Details at the bottom of the page. 6.5 Changing Subscription Package The subscription package defines which roaming profile, pricing profile, PDP context profile, and bearer services to be used on a specific subscription. Single: To view the existing subscription package on a SIM for a company, perform the following steps: 1. Select Solution Management > Change Subscription Package. 2. Select the preferred company from the drop-down list. 3. Select a type in Select type, either IMSI or MSISDN. 4. Select the Single in Search format. 5. Enter the valid IMSI or MSISDN in Set value. 6. Click Retrieve Data. The current subscription package is shown for a single IMSI, see Figure

53 Solution Management Figure 40 View Current Subscription Package Single To go back to Change Subscription Package first page and do another search, click New Search in the upper right corner. To change the subscription package for a single subscription, perform the following steps: 1. Select the new subscription package from the list, see Figure

54 DCP Service Portal Enterprise Guide Figure 41 Change Subscription Package Selecting 2. Click Change. A confirmation message is shown, summarizing the operation to be performed, see Figure

55 Solution Management Figure 42 Confirm Change Subscription Package 3. Click Confirm Change, to initiate the change subscription package operation. When the operation is initiated, a validation of the selected SIMs and new subscription package is performed as shown in Figure 43. Upon successful initiating of the operation, a feedback message is shown. Since the actual changing of the subscription package is an asynchronous operation, the feedback message shows a service request ID. Figure 43 Change Subscription Package Result Range: To view the current subscription packages for a range of subscriptions, perform the following steps: 1. Select a type in Select type, either IMSI or MSISDN. 2. Select the Range in Search format. 51

56 DCP Service Portal Enterprise Guide 3. Enter the desired range, that is, number of subscriptions in sequence starting with entered start value, in Set Range. 4. Click Retrieve Data. The current subscription packages are shown for a range of IMSIs, see Figure 44. Figure 44 View Current Subscription Package Range To go back to Change Subscription Package first page and do another search, click New Search in the upper right corner. To change the subscription package for all the subscriptions in the selected range, perform the following steps: 1. Select the new subscription package from the list, see Figure

57 Solution Management Figure 45 Change Subscription Package Range Selecting 2. Click Change. A confirmation message is shown, summarizing the operation to be performed, see Figure

58 DCP Service Portal Enterprise Guide Figure 46 Confirm Change Subscription Package Range Click Confirm Change, to initiate the change subscription package operation. When the operation is initiated, a validation of the selected SIMs and new subscription package is performed. Upon successful initiating of the operation, a feedback message is shown. Since the actual changing of the subscription package is an asynchronous operation, the feedback message shows a service request ID, see Figure 43. To change the subscription package for one of the subscriptions in the selected range, the desired IMSI in the presented list must be selected. To go back to the searched range list, click Back to Range List. Batch: To view the current subscription package for a batch of subscriptions with an IMSI or MSISDN, perform the following steps: 1. Select the Batch in Search format. 2. Click Browse to open a dialog where the batch file to use can be selected. 3. Click Upload File, see Figure 47 The current subscription package is shown for a batch of subscriptions. 54

59 Solution Management Figure 47 Change Subscription Package Batch 4. Select the new subscription package. 5. Click Change. A confirmation message is shown, summarizing the operation to be performed, see Figure

60 DCP Service Portal Enterprise Guide Figure 48 Confirm Change Subscription Package Batch 6. Click Confirm Change, to initiate the change subscription package operation. When the operation is initiated, a validation of the selected SIMs and new subscription package is performed, see Figure 49. Figure 49 Change Subscription Package Batch Result 56

61 Solution Management If the uploaded batch file consists of some invalid data, the following is shown, see Figure 50. Figure 50 Change Subscription Package Batch Error To ignore the errors and proceed with the valid numbers in the batch file, click Ignore All Errors. If this validation fails, the following is shown: For single and range selection: an appropriate error message. For batch selection: a list with validation status for each of the SIMs in the batch as described in Section 6.6 Viewing Requests on page 59. Note: Receiving a service request ID of type REQ means that the request has not gone through. In that case retry the operation and if the problem persists Report an Incident. This creates a manual work order to the operator's Service Desk. 57

62 DCP Service Portal Enterprise Guide The following prerequisites must be met to successfully perform the Change Subscription Package operation: All the selected subscriptions must have the same current subscription package. The new subscription package, that is, the subscription package to move the subscriptions to, must belong to the same service contract as the current subscription package. Both the current and the new subscription package must share the same SIM specification. These prerequisites are validated when the change operation is initiated and an appropriate message is shown if any of the validations fails. The information shown for each subscription package in the list is name, service contract, and description Changing Subscription Packages Errors The following are examples of error messages: An internal error has occurred: An error occurred when changing subscription package. Some of the selected resources already belongs to the selected target subscription package: Target subscription package cannot be the same as the current subscription package. The selected subscription package is not active or does not belong to the company in question: Current subscription package is not active or does not belong to your company. All selected resources must belong to the same current subscription package: Not all selected resources have the same current subscription package. A change subscription package request is already in progress for the selected resources: There is already a change subscription package operation pending for the selected resource(s). 58

63 Solution Management The selected subscription package does not belong to the same service contract as the selected resources current subscription package: Current and target subscription package does not belong to the same service contract. The selected subscription package does not share the same SIM specification as the selected resources current subscription package: Current and target subscription package does not share the same SIM specification. 6.6 Viewing Requests This function lists the outcome of all the batch validation requests that have been raised by a company. The validation requests can have three status, that is, Failed Requests, Ongoing Requests, or Successful Requests, see Figure 51. Figure 51 Requests This function shows some information about each request as well as the possibility to remove the request from the portal manually. The information presented for each request are type, name, submitted by, date, and options. The failed requests are kept in Requests page only for two weeks. For the Failed Requests, more details are shown by clicking on details, see Figure

64 DCP Service Portal Enterprise Guide Figure 52 Failed Request Details For the Successful Requests, the Service request ID is shown which is used for following the request in the Submitted Service Requests. The successful requests are kept in Requests page only for two weeks, see Figure 53. Figure 53 Successful Request 60

65 Solution Management 6.7 Ordering SIM Subscriptions A tailored service request has been created so that companies can order a number of SIMs from their allocated International Mobile Subscriber Identity (IMSI) and attach them to a specific subscription package. Note: DCP offers different alternatives for ordering SIMs. This SIM ordering service is connected to SIM Stock service and may not be applicable for all enterprise customers. To order SIM Subscriptions, perform the following steps: 1. Select Solution Management > Order SIM Subscriptions, see Figure 54. Figure 54 Order SIM Subscriptions 2. Verify the delivery address in Delivery Location. 3. Verify the information in Company and Contract Details. If the company has several service contracts, or subscription packages, or both, the proper choices must be made in the Service contract and Subscription Packages. More information on the available service contracts and subscription packages can be found by selecting Solution Management > Contract Details. Note: Once a Service Contact is selected, its MSISDN Pools (related to the SIM Number Type) are displayed. These MSISDN Pools are displayed in a choice list beside the Service Contact. 61

66 DCP Service Portal Enterprise Guide 4. Verify the information in SIM Specification to be used for all SIMs in this order. The available SIM specifications are displayed after selection of the Subscription Package. 5. Enter the number of SIMs to be ordered in Quantity of SIMs required. 6. Select Delivery state. Default Delivery state is Active, which means that the SIMs are ready to be used in the network when delivered (specified bearer services are open for traffic). Deactivate, that is, all bearer services blocked for traffic at delivery, is optional but can be selected in the Delivery state. Once the SIMs have been provisioned, subscription mode can be changed at any time for an individual, or a range of subscriptions, by selecting View Subscriptions. 7. Complete the order form. 8. Click Submit Request. The Summary for New Order SIM Subscriptions page appears. See Page 62 Figure 55 Summary for New Order SIM Subscriptions 62

67 Operational Status 7 Operational Status This section describes the following shown in Figure 56: Viewing Subscription Traffic Information Viewing Aggregated Traffic Information Viewing Real-time Trace Information Viewing Trigger Notifications Managing Trigger Packages Smart Search Balance Notifications Figure 56 Operational Status 63

68 DCP Service Portal Enterprise Guide 7.1 Viewing Subscription Traffic Information This function returns the amount of traffic generated by subscriptions during the current day 24 day (starting at 00:00 GMT). To view the subscription traffic information, perform the following steps: 1. Select Operational Status > Subscription Traffic, see Figure 57. Figure 57 Subscription Traffic 2. Select either IMSI or MSISDN in Select type. 3. Enter a valid number in Start number. 4. Enter the desired range, that is, the number of subscriptions to be retrieved in sequence starting with entered start value, in Set Range. The maximum size of the range is 100 subscriptions. 5. Click Retrieve Data. The result page appears with the list of IMSIs or MSISDNs, see Figure

69 Operational Status Figure 58 Subscription Traffic Result 6. Click Download file to download the results to a comma-separated values (CSV) file. 7. Click the required IMSI to view the traffic information. The result page appears with traffic information for that particular IMSI or MSISDN, see Figure

70 DCP Service Portal Enterprise Guide Figure 59 Subscription Traffic Information For details on each expandable information package, see Table 6, Table 7, Table 8, and Table 9, explained later in this section. 8. To view the subscription details click View Subscriptions at the top left corner of the page. According to the subscription status one of the following pages appears. ACTIVE : See Figure 10 DEACTIVATED: See Figure 11 PAUSE: See Page 21 TERMINATED: See Page 21 The parameters in the ID field (group) are shown in Table 6. 66

71 Operational Status Table 6 ID Field Name Company IMSI MSISDN Description The name of the company associated with the IMSI International Mobile Subscriber Identity according to ITU-T E.212. Mobile Station International Subscriber Directory according to ITU-T E.164. The parameters in the Last Network Activity field (group) are shown in Table 7. Table 7 Last Network Activity Field Name Time stamp Country Mobile network Description The date and time when the last location update was performed. The name of the country where the last location update was performed. The name of the mobile network where the last location update was performed. Note: Last Network Activity shows time stamp of latest communication, irrespective of the type, from 00:00 GMT of the current day. The network signaling data, for example, Location Update, is only available with the subscriptions which are hosted on DCP network. The parameters in the GPRS field (group) shown in Table 8. Table 8 GPRS Field Name PDP Context activated Activation IP Address GI Destination APN Last GPRS Activity Description Indicates if the PDP is active. The date and time when the last PDP was activated. IP v4 address of the Mobile Station (MS) in the last PDP. Gateway GPRS Support Node (GGSN) interface destination. APN used by the MS in the last PDP (GPRS session). The date and time of the last transmission or receipt of GPRS data. 67

72 DCP Service Portal Enterprise Guide Table 8 GPRS Field Name Tx (B) Rx (B) Description Transmitted data volume (in Bytes). Received data volume (in Bytes). Note: The calculation of Tx and Rx counters in the portal is done as follows: KB = 1024 MB = KB KB If the amount of Bytes goes over KB (1024) but lower than MB (KB KB), then the system converts the amount as in KB. If the amount of Bytes goes over MB (KB KB), then the system converts the amount as in MB. The parameters in the SMS field (group) are shown in Table 9. Table 9 SMS Field Name MO Count MO Error Count Last MO Last MO Destination MT Count MT Error Count Last MT Last Error Time stamp Last error Description Description The number of mobile originated SMS. The number of errors for mobile originated SMS. The date and time when the last mobile SMS was originated. MSISDN the last SMS was sent to. The number of mobile terminated SMS. The number of errors for in the mobile terminated SMS. The date and time when the last mobile SMS was terminated. The date and time when the last error occurred Description of the last error Subscription Traffic Errors If one or more resources are not available in the system, for example, because these subscriptions are not provisioned, one of the following messages are shown: Single subscription search: 68

73 Operational Status The requested resource is unavailable. Range search: All the requested resources are unavailable or One or more of the requested resources are unavailable. If the user tries to view the resources of a company to which the user does not belong to, the following messages are shown: Single subscription search: The requested resource does not belong to your organization. Range search: All the requested resources are unavailable or One or more of the requested resources are unavailable. For all other errors the message shown is: An error occurred when retrieving subscription traffic. 7.2 Viewing Aggregated Traffic Information This function shows the aggregated usage data from 00:00 GMT of the current day. The traffic information can be aggregated in different ways. To view the aggregated traffic information, perform the following steps: 1. Select Operational Status > Aggregated Traffic, see Figure 60. Figure 60 Aggregated Traffic 2. Select the preferred company from the drop-down list. 69

74 DCP Service Portal Enterprise Guide 3. Select the desired filter in Aggregate on, see Figure 61. In the example Country has been chosen. Figure 61 Aggregated Traffic Country The parameters in the Aggregate on list are shown in Table 10. Table 10 Aggregate On Field Name All traffic APN Country Operator SMSC Account Description Show all traffic statistics. Filter traffic statistics on fully qualified domain name. Filter traffic statistics on country. Filter traffic statistics on operator. Filter traffic statistics on SMS short codes. The result view shows detailed traffic information for the selected filter. If All traffic is selected, the General group contains the parameters shown in Table

75 Operational Status Table 11 All Traffic Selected Field Name Number of Location Updates Active PDP Context Description Number of location updates. Number of active PDP contexts. For all other filters, a new list is shown. The first parameter in the General group depends on the selected filtering, for example, if selecting APN as filter, a new parameter with the name APN will be added to the General group as shown in Table 12. Note: Location Update is only available with subscriptions in following IMSI ranges: and Table 12 APN Selected Field Name APN Number of Location Updates Active PDP Context Description The currently selected APN. Number of location updates. Number of active PDP contexts. The parameters in the GPRS group are shown in Table 13. Table 13 GPRS Traffic Field Name GPRS Tx (B) GPRS Last Tx GPRS Rx (B) GPRS Last Rx GPRS Error Count GPRS Last Error Description Transmitted data (in Bytes). The date and time of last data transmission. Received data (in Bytes). The date and time of the last received data. Number of errors. The date and time of last error. The parameters in the SMS MO group are shown in Table 14. The SMS AT, SMS MT, and SMS AO groups contain the same parameters as the SMS MO. Table 14 SMS MO Field Name Count Last Time stamp Description Total number of messages. The date and time of last message. 71

76 DCP Service Portal Enterprise Guide Table 14 SMS MO Field Name Error Count Last Err. Time stamp Description Number of errors. The date and time of last error Aggregated Traffic Errors The following are examples of error messages: If a user fails authentication for the request: You do not have access to the requested resource. If a requested resource is unavailable: The requested resource is not available. For all other errors the message is: An error occurred when retrieving traffic data. 7.3 Viewing Real-time Trace Information This function shows the traffic and signaling data during one to five minutes. With the Real-time Trace functionality it is possible to set up a trace filter, either based on subscription number, or by event and location. To view the real-time trace information, perform the following steps: 1. Select Operational Status > Real-time Trace, see Figure

77 Operational Status Figure 62 Real-Time Trace 2. Select the preferred company from the drop-down list. 3. Select the type of trace in Select type, either Number or Event and Location. If Number is selected, enter a start IMSI number and set the range, see Table 15. The default value on range is 1 and this only returns information relating to that specific number. If Event and Location is selected, it is possible to set up a filter based on Country, Operator, or different event types, such as All, Location Update, SMS, GPRS, or Other, see Table 16. At least one event type must be selected, see Figure

78 DCP Service Portal Enterprise Guide Figure 63 Real-Time Trace Event and Location 4. Select Trace length from the drop-down list, 1 to 5 minutes. 5. Click Start trace. In the result view, the following options are possible: To end the trace earlier, click End trace. To repeat the performed trace, click Repeat trace. To download a comma-separated values (CSV) file with the complete trace data, click Download Trace file. Note: The performed trace will be refreshed every 10 seconds. For more details on tracing result, see Table 17. The parameters in the Number filter are shown in Table 15. Table 15 Number Filter Field Name IMSI Range Description International Mobile Subscriber Identity according to ITU-T E.212. Number of subscriptions in sequence starting with entered start value. Range can be from 1 to 100. Default is 1. 74

79 Operational Status The parameters in the Event type filter are shown in Table 16. Table 16 Event Type Field Name Country Operator All Location Update SMS GPRS Other Description Optional. Only traffic in the selected country is included in the trace. Optional. Shows the available operators for the country selected. If more than one operator is available, all can be chosen as well. Only traffic with the selected operator or operators is included in the trace. All event types are included in the trace. Location updates are included in the trace. SMS are included in the trace. GPRS are included in the trace. Other types of communication or signaling are included in the trace. The parameters in the Trace Session result group are shown in Table 17. Table 17 Trace Session Result Field Name Time stamp Event Description The date and time of tracing data. One of the following: GSM Location Update SMS MT deliver SMS MO submit GPRS Location Update GPRS failure GPRS attach PDP context active PDP context error PDP context time out PDP context terminate PDP context terminate error PDP context terminate time out 75

80 DCP Service Portal Enterprise Guide Table 17 Trace Session Result Field Name IMSI Originating MSISDN Terminating MSISDN Details Description Originating IMSI. Originating MSISDN. Terminating MSISDN. Detail information about the performed trace. 7.4 Viewing Trigger Notifications This function lists the 100 latest notifications, triggered by Alerts, or Actions, or both, on the individual SIM level. To view the trigger notifications, perform the following step: 1. Select Operational Status > Trigger Notifications, see Figure 64. Figure 64 Trigger Notifications 2. Select the preferred company from the drop-down list. 3. Select a type in Select types, either Alerts or Actions or, both. At least one type must be selected. 4. Click Retrieve. The trigger notifications are shown. The information in the notification list is shown in Table 18. Table 18 Trigger Notifications List Field Name Description Description The trigger description, for example, SMS MO overrun per time frame. 76

81 Operational Status Table 18 Trigger Notifications List Field Name IMSI MSISDN Threshold value Notifications type Time (GMT) Options Description International Mobile Subscriber Identity according to ITU-T E.212. Mobile Station International Subscriber Directory Number according to ITU-T E.164. Defined threshold value when a notification is to be triggered. For more information, see Section 7.5 Managing Trigger Packages on page 77. Type of the trigger the notification was raised from. Alert or Action. The time when the notification was triggered. Option to clear a specific notification. To clear an individual notification, perform the following step: 1. Click Clear in the presented list. 2. Click OK. To clear all notifications in the list, perform the following steps: 1. Click Clear all listed notifications. A confirmation message is shown. 2. Click OK. If the maximum number of notifications were shown and more ones exist, clearing some of the notifications in the list, will result in, those not previously presented will be shown. 7.5 Managing Trigger Packages This function offers the possibility to define or modify the trigger packages. To view trigger packages, perform the following step: 1. Select Operational Status > Trigger Management, see Figure

82 DCP Service Portal Enterprise Guide Figure 65 Trigger Management 2. Select the preferred company from the drop-down list. 3. The existing trigger packages for the selected company are shown, as well as the following options: New Trigger Package, to create a new trigger package, as described in Section Creating New Trigger Package on page 83. Customer Settings, to create a new address for sending the trigger notifications to, as described in Section Editing Customer Settings on page 93. In the Trigger Packages view, all the trigger packages are listed with their name, description, and options to copy or remove them. To make a copy of an existing trigger package or to rename it, perform the following steps: 1. Click Save copy as for the desired trigger package. 2. Enter a new name and optionally a new description. 3. Click OK, see Figure 66. Figure 66 Trigger Management Save Copy As To remove a trigger package, perform the following steps: 78

83 Operational Status 1. Click on Remove to remove the desired trigger package. 2. A confirmation message for removing the selected trigger package is shown, see Figure 67 Figure 67 Trigger Management Remove 3. Click Cancel to cancel the removing of trigger package. Or Click Remove to continue the removal. 4. If the selected trigger package has no subscription packages attached to it, the trigger package is removed. If the trigger package has subscription packages attached to it, an error message appears. See Figure Click on Close button. Figure 68 Trigger Management - Remove Error Note: For more information on removing of the subscription packages attached to the trigger, perform the steps mentioned in Page Editing Trigger Package Settings This function makes it possible to define which triggers that must be included in the profile, setting threshold values, and time frames. To edit the trigger package settings, perform the following steps: 1. Select the preferred trigger package by checking the box on the left column of the list in Trigger Packages, see Figure

84 DCP Service Portal Enterprise Guide Figure 69 Trigger Management Selecting 2. Click Continue. 3. Edit the desired settings in Trigger Package Settings, see Figure 70. The following rules apply when setting trigger values: To configure a trigger, at least one time frame and one of alert or action threshold values must be entered. If both alert and action threshold values are entered, the action threshold value must be larger than the alert threshold value. A maximum of six alert triggers can be configured. A maximum of four action triggers can be configured. Time frames can be set between one hour and 48 hours. A sliding time frame window with one hour resolution is used. Identical or different time frames can be applied for different triggers. For GPRS long term overrun and SMS long term overrun triggers, time frame can be set between one up to four weeks in one week increments or one calender month. GPRS trigger notifications are not initiated until the data session is closed. Note: Units for the threshold values are selected in the drop-down list. A trigger is activated or deactivated by clicking or not clicking in the check boxes. The threshold values that have been entered are saved even if the applicable check box is not selected. 80

85 Operational Status 4. Either, click Submit Changes to only save the changes, or expand the Used in Following Subscription Packages to select a current attached subscription package as described in Section Used in Following Subscription Packages on page 81, then click Submit Changes, see Figure 71. Note: For attaching and detaching the subscription packages, it might take up to 1 hour for the trigger configuration changes to be applied to all SIM Cards belonging to the subscription package. Figure 70 Trigger Setting Used in Following Subscription Packages This function lists the subscription packages currently attached to the selected trigger package, see Figure 71. An attached subscription package means that all subscriptions belonging to the subscription package is defined in the trigger package based on the trigger settings. 81

86 DCP Service Portal Enterprise Guide Figure 71 Attached Subscription Packages To attach one or several subscription packages to the trigger package, perform the following steps: 1. Click Add. A new area is shown, where the subscription packages currently not attached to the trigger package are shown. 2. Select one or several subscription packages. 3. Click OK, see Figure 72. Note: For attaching and detaching the subscription packages, it might take up to 1 hour for the trigger configuration changes to be applied to all SIM Cards belonging to the subscription package. 82

87 Operational Status Figure 72 Add Subscription Packages To detach one or several subscription packages from the trigger package, perform the following steps: 1. Select one or several currently attached subscription packages in Used in Following Subscription Packages. 2. Click Remove, see Figure 71. For both operations, the following applies. The operations are asynchronous. The feedback area shown when the operation has been requested, lists the status for each subscription package involved. 0 If the request was successfully processed, a service request ID is shown. 0 If the request was not successfully processed, an error message is shown. Note: The list of currently attached subscription packages is updated when the operation has finished and the trigger package is selected in the list again. Refreshing the page also updates the currently attached subscription packages. Only one trigger package at a time can be active on a subscription package, but the same trigger package can be used for many subscription packages for a given company Creating New Trigger Package To create a new trigger package, perform the following steps: 1. Click New Trigger Package, see Figure

88 DCP Service Portal Enterprise Guide Figure 73 New Trigger Package Step 1 2. Set up trigger name by entering a name and a description. 3. Click Continue. Figure 74 Trigger Package Settings - Step 2 first half 84

89 Operational Status Figure 75 Zone Traffic Triggers step2 - second half 4. Set trigger values by entering the appropriate data in the Trigger Package Settings, see Figure Set trigger values by entering the appropriate data in the Zone Traffic Triggers, see Figure 75. Note: Click on a selected Zone Traffic Trigger Network Group to view the list of operators by country. 6. Click Continue. 85

90 DCP Service Portal Enterprise Guide Figure 76 New Trigger Package Step 3 7. Select a desired subscription package, see Section Used in Following Subscription Packages on page 81. At least one subscription package should be selected. 8. Click OK, see Figure 76. Note: For attaching and detaching the subscription packages, it might take up to 1 hour for the trigger configuration changes to be applied to all SIM Cards belonging to the subscription package. The new created trigger package will be shown in the trigger package list Trigger Notifications Alerts The Alert type of notifications are shown in the Service Portal. A notification can also be generated by if an address is defined in Customer Settings in Trigger Management. The following triggers are available for Alert notifications: 86

91 Operational Status No location update The location update procedure allows a Mobile Station (SIM) to inform the cellular network, whenever it moves from one location area to the next. Mobile Stations are responsible for detecting location area codes. When a Mobile Station finds that the location area code is different from its last update, it performs another update, by sending to the network, a location update request together with its previous location and its Temporary mobile Subscriber Identity (TMSI). This trigger has only one level; Alert Threshold and NO trigger threshold, which means that an SNMP alert is sent when no location update is registered within the defined time frame (1 to 48 hours in 1 hours increments) for any SIM belonging to the selected subscription package. Roaming not allowed (event) The SIM cannot operate in the visited network because no roaming agreements exist between the network operators. When such a signal is caught for any SIM belonging to the selected subscription package, an Simple Network Management Protocol (SNMP) alert is triggered. The Roaming not allowed trigger has NO time frame. PDP Context Activation attempts per time frame When a SIM wants to use GPRS, it must first attach and then activate a PDP context (data structure existent on both the Serving GPRS Support Node (SGSN) and the GGSN, containing the subscribers session information). Setting this trigger will send an SNMP alert when the trigger threshold set is reached for the defined time window (1 to 48 hours in 1 hours increments). The number of PDP context activations for this trigger is set in pieces (pcs). GPRS short term over run The GPRS data volume is defined as the communication back and forth between the Mobile Station (SIM) and the radio network (Base Transceiver Station). This trigger is triggered when the total accumulated GPRS data volume exceeds the volume threshold set within the defined time window (1 to 48 hours in 1 hours increments). The data volume for this trigger can be set in bytes (B), kilobytes (KB), or megabytes (MB). This trigger has two levels; Alert Threshold means only an SNMP alert is sent when the alert threshold is reached. Action Threshold means that the affected SIM will automatically be deactivated when the action threshold is reached. Use the Action Threshold trigger with extreme caution. 87

92 DCP Service Portal Enterprise Guide GPRS long term over run The GPRS data volume is defined as the communication back and forth between the Mobile Station (SIM) and the radio network (Base Transceiver Station). This trigger is triggered when the total accumulated GPRS data volume exceeds the volume threshold set within the defined time window (1 up to 4 weeks in 1 week increments or 1 calender month). The data volume for this trigger can be set in bytes (B), kilobytes (KB), or megabytes (MB). This trigger has two levels; Alert Threshold means that only an SNMP alert is sent when the alert threshold is reached. Action Threshold means that the affected SIM will automatically be deactivated when the action threshold is reached. Use the Action Threshold trigger with extreme caution. GPRS short term under run The GPRS data volume is defined as the communication back and forth between the Mobile Station (SIM) and the radio network (Base Transceiver Station). This trigger is triggered when the total accumulated GPRS data volume does not reach the volume threshold set for the defined time window (1 to 48 hours in 1 hours increments). The data volume for this trigger can be set in bytes (B), kilobytes (KB), or megabytes (MB). This trigger has only one level; Alert Threshold which means that only an SNMP alert is sent when the alert threshold is reached. SMS MO long term over run The SMS MO defines the SMS sent from the source Mobile Station (SIM) to another Mobile Station, or an application. This trigger is triggered when the total accumulated number of SMS MO messages exceed the number threshold set within the defined time window (1 up to 4 weeks in 1 week increments or 1 calender month). The number of SMS MO for this trigger is set in pieces. This trigger has two levels; Alert Threshold means that only an SNMP alert is sent when the alert threshold is reached. Action Threshold means that the affected SIM will automatically be deactivated when the action threshold is reached. Use the Action Threshold trigger with extreme caution. 88

93 Operational Status SMS MO over run per time frame The SMS MO defines the SMS sent from the source Mobile Station (SIM) to another Mobile Station, or an application. This trigger is triggered when the total accumulated number of SMS MO messages exceed the number threshold set within the defined time window (1 to 48 hours in 1 hours increments). The number of SMS MO for this trigger is set in pieces. This trigger has two levels; Alert Threshold means that only an SNMP alert is sent when the alert threshold is reached. Action Threshold means that the affected SIM will automatically be deactivated when the action threshold is reached. Use the Action Threshold trigger with extreme caution. SMS MO under run per time frame The SMS MO defines the SMS sent from the source Mobile Station (SIM) to another Mobile Station, or an application. This trigger is triggered when the total accumulated number of SMS MO messages does not reach the number threshold set for the defined time window (1 to 48 hours in 1 hours increments). The number of SMS MO for this trigger is set in pieces. This trigger has only one level; Alert Threshold which means that only an SNMP alert is sent when the alert threshold is reached. SMS MT over run per time frame The SMS MT defines the SMS sent from another Mobile Station or from an application to the destination Mobile Station (SIM). This trigger is triggered when the total accumulated number of SMS MT messages exceed the number threshold set within the defined time window (1 to 48 hours in 1 hours increments). The number of SMS MT for this trigger is set in pieces (pcs). This trigger has two levels; Alert Threshold means that only an SNMP alert is sent when the alert threshold is reached. Action Threshold means that the affected SIM will automatically be deactivated when the action threshold is reached. Use the Action Threshold trigger with extreme caution. 89

94 DCP Service Portal Enterprise Guide SMS MT under run per time frame The SMS MT defines the SMS sent from another Mobile Station or from an application to the destination Mobile Station (SIM). This trigger is triggered when the total accumulated number of SMS MT messages does not reach the number threshold set for the defined time window (1 to 48 hours in 1 hours increments). The number of SMS MT for this trigger is set in pieces. This trigger has only one level; Alert Threshold which means that only an SNMP alert is sent when the alert threshold is reached. Net activity under run per time frame The net activity under run trigger defines multiple types of signalling information registered for any SIM belonging to the selected subscription package. Examples ofsignallingg information registered are; GPRS, GSM location updates, exchange of keys between the Home Location Register (HLR) and the Visitor Location Register (VLR), and so on. This trigger has only one level; Alert Threshold and NO trigger threshold which means that an SNMP alert is sent when no network activity is registered within the defined time frame (1 to 48 hours in 1 hours increments) for any SIM belonging to the selected subscription package Trigger Notifications Actions The Action type of notifications are shown in the Service Portal. A notification can also be generated by if an address is defined in Customer Settings in Trigger Management. The following triggers are available for Action notifications: GPRS short term over run GPRS long term over run SMS MO long term over run SMS MO over run per timeframe SMS MT over run per timeframe Note: Action notifications automatically deactivate the subscription that has triggered the notification. The subscription can be activated again as described in Section Changing Subscription Status on page

95 Operational Status Zone Traffic Trigger - Alerts This section features six new triggers Zone Traffic Triggers, which can be used by the customer to track data usage limit pertaining to GPRS and SMS while roaming. To view these triggers, the operator must be configured to any of the Network groups. Operators without network group configuration cannot view Zone Traffic Triggers in the Portal. Similarly Operators with only network group 1 configuration can view network group 1, other network triggers and operators configured with both the network groups (1 and 2) can view all the triggers. The following triggers are available under Zone Traffic Trigger Alert notifications: GPRS Long term Network Group 1 GPRS data volume is defined as communication back and forth between the Mobile Station (SIM card) and the radio network (Base Transceiver Station). This trigger is triggered when the total accumulated GPRS data volume exceeds the volume threshold set within the defined time window (1 up to 4 weeks in 1 week increments or 1 calendar month) and the data traffic is generated within network group nr 1 (a set of networks specified by your operator and visible on this page). The data volume for this trigger can be set in bytes (B), kilobytes (KB) or megabytes (MB). This trigger has two levels: Alert Threshold means that only an SNMP alert is sent when the alert threshold is reached. Action Threshold means that the affected SIM will automatically be deactivated when the action threshold is reached. GPRS Long term Network Group 2 GPRS data volume is defined as the communication back and forth between the Mobile Station (SIM card) and the radio network (Base Transceiver Station). This trigger is triggered when the total accumulated GPRS data volume exceeds the volume threshold set within the defined time window (1 up to 4 weeks in 1 week increments or 1 calendar month) and the data traffic is generated within network group nr 2 (a set of networks specified by your operator and visible on this page). The data volume for this trigger can be set in bytes (B), kilobytes (kb) or megabytes (MB). This trigger has two levels Alert Threshold means that only an SNMP alert is sent when the alert threshold is reached. Action Threshold means that the affected SIM will automatically be deactivated when the action threshold is reached. 91

96 DCP Service Portal Enterprise Guide GPRS Long term other Networks GPRS data volume is defined as the communication back and forth between the Mobile Station (SIM card) and the radio network (Base Transceiver Station). This trigger is triggered when the total accumulated GPRS data volume exceeds the volume threshold set within the defined time window (1 up to 4 weeks in 1 week increments or 1 calendar month) and the data traffic is NOT generated within network group nr 1 nor 2 (a set of networks specified by your operator). The data volume for this trigger can be set in bytes (B), kilobytes (kb) or megabytes (MB). This trigger has two levels Alert Threshold means that only an SNMP alert is sent when the alert threshold is reached. Action Threshold means that the affected SIM will automatically be deactivated when the action threshold is reached. SMS MO Long term Network Group 1 The SMS Mobile Originated (SMS MO) defines the SMS sent from the source Mobile Station (SIM card) to another Mobile Station or an application./>this trigger is triggered when the total accumulated number of SMS MO messages exceed the number threshold set within the defined time window (1 up to 4 weeks in 1 week increments or 1 calendar month) and the SMS is sent within network group nr 1 (a set of networks specified by your operator and visible on this page). The number of SMS MO for this trigger is set in pieces (pcs). This trigger has two levels Alert Threshold means that only an SNMP alert is sent when the alert threshold is reached. Action Threshold means that the affected SIM will automatically be deactivated when the action threshold is reached. SMS MO Long term Network Group 2 The SMS Mobile Originated (SMS MO) defines the SMS sent from the source Mobile Station (SIM card) to another Mobile Station or an application. This trigger is triggered when the total accumulated number of SMS MO messages exceed the number threshold set within the defined time window (1 up to 4 weeks in 1 week increments or 1 calendar month) and the SMS is sent within network group nr 2 (a set of networks specified by your operator and visible on this page). The number of SMS MO for this trigger is set in pieces (pcs). This trigger has two levels Alert Threshold means that only an SNMP alert is sent when the alert threshold is reached. Action Threshold means that the affected SIM will automatically be deactivated when the action threshold is reached. 92

97 Operational Status SMS MO Long term other networks The SMS Mobile Originated (SMS MO) defines the SMS sent from the source Mobile Station (SIM card) to another Mobile Station or an application. This trigger is triggered when the total accumulated number of SMS MO messages exceed the number threshold set within the defined time window (1 up to 4 weeks in 1 week increments or 1 calendar month) and the SMS is NOT sent within network group nr 1 nor 2 (a set of networks specified by your operator and visible on this page). The number of SMS MO for this trigger is set in pieces (pcs). This trigger has two levels Alert Threshold means that only an SNMP alert is sent when the alert threshold is reached. Action Threshold means that the affected SIM will automatically be deactivated when the action threshold is reached Zone Traffic Trigger Notifications - Actions The following triggers are available for Zone Traffic Trigger Action notifications: GPRS Long term Network Group 1 GPRS Long term Network Group 2 GPRS Long term other networks SMS MO Long term Network Group 1 SMS MO Long term Network Group 2 SMS MO Long term other networks Editing Customer Settings To create a new address for sending the trigger notifications to, perform the following steps: 1. Click Customer Settings, see Figure

98 DCP Service Portal Enterprise Guide Figure 77 Customer Setting 2. Enter an address to which trigger notifications are to be sent. 3. Click Save to save the address. 7.6 Smart Search Smart Search provides a functionality to find subscriptions matching a specific traffic behavior. The search result will aid the user to move the subscriptions between subscription packages, change the subscription package parameters or adjust the trigger package attached to the subscription package. To search for the required subscriptions, perform the following steps: 1. Go to Operational Status > Smart Search. 2. Select the search criteria for all the fields. See Page 94. Table 19 Smart Search Criteria Field Description Mandatory/Optional Customer Customer name Mandatory SIM Status Select the status of the SIM. It has the following options: Active Deactivated Pause Optional Traffic Type Terminated It has the following options: GPRS SMS Mandatory 94

99 Operational Status Field Description Mandatory/Optional Below/Above Total Volume It has the following options: Above Below For GPRS, enter the Volume and select the Size. Size has the following options: B KB MB GB Mandatory Mandatory Time Period Subscription Package Country For SMS, enter the volume and select the pcs Select the Time Period. It has the following options 1 Day 2 Days 7 Days 30 Days Select the subscription package(s). Select the country or countries. It has the following options Austria Belarus Denmark France Mandatory Optional Optional 3. Click Start Search. See Figure

100 DCP Service Portal Enterprise Guide Figure 78 Smart Search Note: Subscriptions can be searched by selecting multiple countries in Country. 4. To search for a required subscription from search results, enter the IMSI value in Search field. See Figure 79. Figure 79 Searched Subscriptions 96

101 Operational Status Note: If the Country is selected in search criteria, the search results are sorted by the aggregated volume by country for a subscription. If the Country is not selected in search criteria, the search results are sorted by the aggregated total volume for a subscription. 5. Click on '...' button, to select the columns to be displayed in results page. See Figure 80. Figure 80 Search Results Column Selection 6. Click on Export Search Results as CSV to download the search results in CSV format. 7. Click on the required IMSI. According to the subscription status one of the following result page appears: ACTIVE : See Figure 10 DEACTIVATED: See Figure 11 PAUSE: See Page 21 TERMINATED: See Page Balance Notifications The Balance Notifications feature allows the user to view the list of subscriptions that have reached the threshold value configured for SMS or GPRS for the current month. Once the subscription reaches the threshold value set for the current month, the subscription will be automatically deactivated. Note: The subscriptions deactivated due to balance threshold for the current month will be activated automatically at the beginning of the next month. To view the list of subscriptions, perform the following steps: 97

102 DCP Service Portal Enterprise Guide 1. Go to Operational Status > Balance Notifications. The result page with the list of subscriptions that have reached the threshold value configured for SMS or GPRS appears, see Figure 81. For more information on the fields in the list, see Table 20. Note: The user can sort the list of subscriptions by clicking any of the columns. Figure 81 List of Subscriptions Table 20 Field Customer Label Network Group Balance Notifications Fields Description Customer Label associated with IMSI The Network group configured by the operator to group different networks together and to enable different thresholds in each group. It has the following values. Total 1 2 Type Others The type of the traffic for which threshold value is set. It has the following values SMS Threshold GPRS The SMS or GPRS threshold limit that is being set to the subscription. 98

103 Operational Status Field Deactivated Activated Description The date and time on which the subscription is deactivated. For an IMSI, if the Deactivated field has value and Activated field is empty, it indicates that the subscription is in deactivated state. The date and time on which the subscription is activated. 2. Enter the IMSI value in Filter field to search for a required subscription from the list. 3. Click '...', to select the columns to be displayed in results page, see Figure 82. Figure 82 Balance Notifications - Customize View 4. Click IMSI to view the subscription details. According to the subscription status one of the following result pages appears: ACTIVE : See Figure 10 DEACTIVATED: See Figure 11 99

104 DCP Service Portal Enterprise Guide 100

105 Reports and Statistics 8 Reports and Statistics This section describes the following shown in Figure 83: Downloading Usage Data Downloading Reports Download Invoices Figure 83 Reports and Statistics 8.1 Downloading Usage Data With this function it is possible to download usage data (GPRS, SMS, and Voice/CSD) stored in data warehouse. Each file contains data for a 24 hour period and files are published on a daily basis. Files for the latest 30 days or more, providing that provisioned subscriptions have been available during that time period, are available for download. To download usage data, perform the following steps: 1. Select Reports and Statistics > Download Usage Data, see Figure 84. Figure 84 Download Usage Data 2. Select the preferred company from the drop-down list. 3. Select an year in Year drop-down list. 4. Select one or several months in the months list. 101

106 DCP Service Portal Enterprise Guide Click All, to select or deselect all months. 5. Click Retrieve Reports The available files list with date, size, and possibility to download is shown, see Figure 85. Figure 85 Download Usage Data Example 6. Click Click to download, to download the desired result file. The files are CSV text files in zip-compressed format containing GPRS, SMS, and Transfer Account Procedure (TAP) reports. For further details on GPRS, SMS, and TAP reports, see Table 21, Table 22, and Table 23, later in this section. The parameters in the GPRS Report are shown in Table 21. Table 21 GPRS Report Field Name REC_OPEN_TS Description Date and Time when the Charging Data Record (CDR) was started. 102

107 Reports and Statistics Table 21 GPRS Report Field Name Description CHG_ID Identification number of a given session. The same number even if several CDR's are generated. REC_SEQ_NUM Unique identification number for a given CDR if more than one is generated for a session. IMSI International Mobile Subscriber Identity according to ITU-T E.212, of the subscription that sets up the data session. MSISDN Mobile Station International Subscriber Directory Number according to ITU-T E.164, of the subscription that sets up the data session. TERMINAL_IP_ADDRESS - PDP_TYPE GGSN_IP_ADDRESS SGSN_IP_ADDRESS COUNTRY OPERATOR APN DURATION RECORD_CLOSE_CAUSE_CODE The type of PDP used. IP address of the used GGSN (DCP). IP address of the used SGSN (roaming network used). Name of the country. Name of the operator. Name of APN used. Duration of the CDR (in seconds). Cause for close of the CDR such as the following: 0 = Normal Release (session ended by MS) 4 = Abnormal Release 16 = Release due to Data Volume Limit (currently set to 1 MB) 17 = Release due to Time Limit (currently set to 6 hours) 18 = Release due to SGSN change 20 = Release due to System Intervention UPLOADED_DATA(B) 22 = Release due to Radio Access Technology change (for example, GSM -> 3G) Data volume uploaded during the CDR (in Bytes). 103

108 DCP Service Portal Enterprise Guide Table 21 GPRS Report Field Name Description DOWNLOADED_DATA(B) Data volume downloaded during the CDR (in Bytes). IMEISV - DYN_ADDR_FLAG - SGSN_PLMN - NODE_ID - APN_SEL_MODE - NET_INIT - The parameters in the SMS Report are shown in Table 22. Table 22 SMS Report Field Name ENTRY_TS ORIG_IMSI ORIG _MSISDN COUNTRY OPERATOR DEST_IMSI DEST_MSISDN DATA_LENGTH STATE ATTEMPTS Description Date and time when the short message was sent. Originating IMSI, that is short message sent from this IMSI number. Empty if originating source is a SMSC Account. Originating MSISDN or SMSC Account short number, that is short message sent from this MSISDN number or SMSC Account. Name of the country. Name of the operator. Destination IMSI, that is short message sent from this IMSI number. Empty if destination is a SMSC Account. Destination MSISDN or SMSC Account short number, that is short message sent from this MSISDN number or SMSC Account. Number characters or Bytes (Octets) in short message. Event or state that created the CDR. Number of attempts to deliver the short message. 104

109 Reports and Statistics Table 22 SMS Report Field Name ERROR_CODE Description Error encountered when trying to deliver the short message, such as the following: 0 = No Error 71= Customer application not connected For further details on error codes, see. ERROR_DESCRIPTION See ERROR_CODE. TYPE Short Message type such as the following: M = submit N = status report The parameters in the TAP Report are shown in Table 23. Table 23 TAP Report Field Name TAP_TYPE Description Type of traffic, such as the following: cs_mo = circuit switched mobile originated cs_mt = circuit switched mobile terminated sms_mo = sms mobile originated sms_mt = sms mobile terminated CHARGED_IMSI CHARGED_MSISDN DESTINATION_NUMBER DURATION ORIGINATING_NUMBER The voice and csd traffic are both listed as cs_mo or cs_mt. IMSI to be billed. Originating IMSI for mobile originated calls, Terminating IMSI for mobile terminated calls. MSISDN to be billed. Originating MSISDN for mobile originated calls, Terminating MSISDN for mobile terminated calls. Destination number entered on MS for Voice, CSD, and SMS (Not used for GPRS). Duration of call (in seconds). Originating number MSISDN in mobile terminated calls. 105

110 DCP Service Portal Enterprise Guide Table 23 TAP Report Field Name ORIGINATING_IMEI TS_LOCAL TS_UTC_OFFSET COUNTRY OPERATOR LA CELL_ID Description International Mobile Equipment Identity, that is a unique identification number of Mobile Station used to set up the call. The local date and time when the call was set up. Number of offset hours of time stamp local time compared to UTC (for example, 1 means that time zone in TS_LOCAL is UTC+1 hour). Name of the country. Name of the operator. Location Area Code (not provided for all mobile networks). Cell ID number (not provided for all mobile networks). 8.2 Downloading Reports With this function it is possible to search for different types of reports and download them. Most of these reports contain data for a month and are published on a monthly basis. All available report types are shown in Table 24. Table 24 Report Types Type Traffic Report Description Monthly Traffic reports are scheduled for each company and are available as a single workbook.xls at the beginning of each month. For further information about Traffic reports, see Table

111 Reports and Statistics Table 24 Report Types Type Error Report Description Monthly Error reports are scheduled for each company and are available as a tabbed workbook.xls, containing four workbook tabs at the beginning of each month as follows: IMSI LEVEL CUSTOMER LEVEL IMSI LEVEL (Error Detail) CUSTOMER LEVEL (Error Detail) Detailed Billing Report For further information about Error reports, see Table 26. Monthly Detailed Billing reports are run manually for each company and are available at the beginning of each month. This report is available as a.csv file. In case that there are too many entries, as is the case with the companies having many SIMs generating a lot of traffic, this file is compressed. All Incidents For further information about Detailed Billing report, contact the operator. Monthly All Incidents reports are scheduled for each company and are available as a tabbed workbook.xls, containing two workbook tabs at the beginning of each month as follows: Summary Detail For further information about All Incidents report, see Table

112 DCP Service Portal Enterprise Guide Table 24 Report Types Type Open Incidents Description Monthly Open Incidents reports are scheduled for each company and are available as a tabbed workbook.xls, containing two workbook tabs at the beginning of each month as follows: Summary Detail Resolved Incidents For further information about Open Incidents report, see Table 28. Monthly Resolved Incidents reports are scheduled for each company and are available as a tabbed workbook.xls, containing two workbook tabs at the beginning of each month as follows: Summary Detail SIM Action Details Report SIM State Details Report For further information about Resolved Incidents report, see Table 29. Monthly SIM Action Details report is scheduled for each company and is available as a.csv file at the beginning of each month. This report lists all SIM state changes from the last billing cycle. For further information, see Table 30. Monthly SIM State Details report is scheduled for each company and is available as a.csv file at the beginning of each month. This report lists the state of all provisioned SIMs when exiting the last billing cycle. For further information, see Table 31. To download the desired report, perform the following steps: 1. Select Reports and Statistics > Download Reports, see Figure

113 Reports and Statistics Figure 86 Download Reports 2. Select the preferred company from the drop-down list. 3. Select the type of reports for search in the reports list. Click All, to select or deselect all types of reports. 4. Click Retrieve Reports, see Figure 87. When there are reports available, a table with report information is shown indicating period, date of creation, report type, size, and a link to be used to download the report. Figure 87 Download Reports Result 109

114 DCP Service Portal Enterprise Guide The parameters in the Traffic Report are shown in Table 25. Table 25 Traffic Report Field Name COUNTRY OPERATOR MSISDN IMSI SMS Count (MO) SMS Count (AO) GPRS Call Count Voice/CSD Call Duration (Sec) Downloaded Data (B) Uploaded data (B) Description Name of the country. Name of the operator. Mobile Station International Subscriber Directory Number, according to ITU-T E.164, of the subscription that sets up the data session. International Mobile Subscriber Identity, according to ITU-T E.212, of the subscription that sets up the data session. Total number of MO SMS messages. Total number of AO SMS messages. Total number of GPRS calls. Duration of the CDR (in seconds). Data volume downloaded during the CDR (in Bytes). Data volume uploaded during the CDR (in Bytes). The parameters in the Error Report are shown in Table 26. Table 26 Error Report Field Name Description Operator Name of the operator. Country Name of the country. MSISDN Mobile Station International Subscriber Directory Number, according to ITU-T E.164, of the subscription that sets up the data session. IMSI International Mobile Subscriber Identity, according to ITU-T E.212, of the subscription that sets up the data session. Source Type MO or AO. Row Counts - 110

115 Reports and Statistics Table 26 Error Report Field Name Error Error Code Description Description Error encountered when trying to deliver the short message. For further details on error codes, see. See Error. The parameters in the All Incidents report are shown in Table 27. Table 27 All Incidents Report Field Name Summary Detail Incident ID Summary Impact Description Shows the number of incidents for a month based on their status. The ID of the incident. A short description of the reported incident. The impact is one of the following: Extensive/Widespread Significant/Large Moderate/Limited Assigned Group Incident Reported Date Time Incident Resolved Date Time Resolution Minor/Localized The assigned support group when the incident has been resolved. Date and time when the incident has been reported. Date and time when the incident has been resolved. A short description of what has been done to resolve the incident. The parameters in the Open Incidents report are shown in Table 28. Table 28 Open Incidents Report Field Name Summary Detail Description Shows the number of incidents for a month based on their impacts. 111

116 DCP Service Portal Enterprise Guide Table 28 Open Incidents Report Field Name Incident ID Summary Status Description The ID of the incident. A short description of the reported incident. The status is one of the following: Assigned In Progress Pending Resolved Closed Assigned Group Incident Reported Date Time Cancelled The assigned support group when the incident has been resolved. Date and time when the incident has been reported. The parameters in the Resolved Incidents report are shown in Table 29. Table 29 Resolved Incidents Report Field Name Summary Detail Incident ID Summary Resolution Time in Days Assigned Group Incident Reported Date Time Incident Resolved Date Time Resolution Description Shows the number of incidents for a month based on their resolution time buckets, categorized in impact level. The ID of the incident. A short description of the reported incident. The number of days it took to resolve the incident. The assigned support group when the incident has been resolved. Date and time when the incident has been reported. Date and time when the incident has been resolved. A short description of what has been done to resolve the incident. The parameters in the SIM Action Details report are shown in Table

117 Reports and Statistics Table 30 SIM Action Details Report Field Name Account No Bill No Bill Cycle Start Bill Cycle End Subscription Type Name Subscription Activated IMSI MSISDN Created Date Action Scale Description The account number of the company (payer) The number of the bill. The start date of billing period. The end date of billing period. The type name of the subscription package, for example Advanced. The activation time of the subscription. International Mobile Subscriber Identity, according to ITU-T E.212, of the subscription that sets up the data session. Mobile Station International Subscriber Directory Number, according to ITU-T E.164, of the subscription that sets up the data session. The SIM creation Time. The date when the SIM action occurred. The type of action, for example Activated or Paused. The scale of impact on resources (fraction of accounting period left at time of the event). The parameters in the SIM State Details report are shown in Table 31. Table 31 SIM State Details Report Field Name Account No Bill No Bill Cycle Start Bill Cycle End Subscription Type Name Subscription Activated IMSI Description The account number of the company (payer) The number of the bill. The start date of billing period. The end date of billing period. The type name of the subscription package, for example Advanced. The activation time of the subscription. International Mobile Subscriber Identity, according to ITU-T E.212, of the subscription that sets up the data session. 113

118 DCP Service Portal Enterprise Guide Table 31 SIM State Details Report Field Name MSISDN Created State Description Mobile Station International Subscriber Directory Number, according to ITU-T E.164, of the subscription that sets up the data session. The SIM creation Time. The SIM State when exiting the billing cycle. 8.3 Download Invoices With this function it is possible to download invoices. To download an invoice, perform the following steps 1. Click Download Invoice. The result page appears, see Figure 88 Figure 88 Download Invoices 2. To download an invoice, click on Click to download. 114

119 Support 9 Support This section describes the following shown in Figure 89: Report Incidents Viewing Reported Incidents Updating Company Details Changing Password User Guide Announcements Figure 89 Support 9.1 Report Incidents This function enables the user to report the problem occurred in the portal. To report an incident, perform the following steps: 1. Select Support > Report Incidents. The Report Incident page appears, see Figure 90 and Page

120 DCP Service Portal Enterprise Guide Figure 90 Report Incidents page - first half 116

121 Support Figure 91 Report Incidents page - second half 2. Enter the required information in the fields. For more information on the fields and descriptions, see Page 117. Table 32 Report Incident Field Description Mandatory/Optional Summary Description Urgency Problem description with maximum of 100 characters Information that is required to analyze the incident. Error messages can be specified along with a brief description of the problem. Maximum of 2000 characters are allowed. The level of priority of the problem. It has four levels: Critical High Medium Low Mandatory Optional Mandatory 117

122 DCP Service Portal Enterprise Guide Field Description Mandatory/Optional Category Sub Category Impacted Location Attachments Select the class of problem that matches best the characteristics of the incident. Select the subclass of problem that matches best the characteristics of the incident. The site of the company affected by this problem. Upload the attachments required to analyze and solve the problem. Maximum of three attachments can be uploaded. Maximum size of each attachment is 3 MB. Mandatory Optional Mandatory Optional 3. Click Reset Form to re-enter the information in the above fields. Or Click Submit to submit the incident. A message appears after successful reporting of incident, see Figure 92. Figure 92 Report Incident Successful 4. Click on View Incident Details to view the reported incident. 9.2 Viewing Reported Incidents This feature enables the user to view the reported incidents. To view the reported incidents, perform the following steps: 1. Select Support > Reported Incidents. The Reported Incidents page with the list of incidents appears, see Figure

123 Support Figure 93 Reported Incidents List 2. Enter one of the filter criteria to view the reported incidents. The list of reported incidents with the matching the criteria appears, see Figure 94. For more information on filtering criteria, see Table 33. To sort the result table, click the required column headings. Figure 94 Reported Incidents list filtered Table 33 Filtering Criteria Filtering Criteria Filter Description Enter the part of the Incident Id or summary description 119

124 DCP Service Portal Enterprise Guide Filtering Criteria Period Status Description Select the start date and end date to retrieve the submitted incidents for specific period. By default system takes 30 days from current date as period. Defines the current step within the incident process flow. It has the following options: New Assigned In Progress Pending Resolved Closed Cancelled 3. Expand the Incident to see the incident description, see Figure 95. For more information on incident fields and descriptions, see Table

125 Support Figure 95 View Reported Incidents Table 34 Incident Description Fields Field Name Incident Id Requested by Category SubCategory Company Impacted Location Urgency Description Identifier of the incident to keep track of the problem and its status The name of the user who reported the problem The class of problem that matches best the characteristics of the incident The subclass of problem that matches best the characteristics of the incident Name of the affected enterprise or operator The site of the company affected by this problem. The level of priority of the problem 121

126 DCP Service Portal Enterprise Guide Field Name Status Submitted Date Last Modified Date Close Date Description The current step within the incident process flow The date on which the incident was submitted The date on which the incident was last updated The date on which the incident is resolved and agreed by all parties. This field will appear only for closed incidents. 4. Expand the Activity Log to view the list of activities performed on the incident, see Figure Click Add Activity to add the activity details, Summary/Comment/Attach ments for the incident, see Figure 96. Figure 96 Add Activity in View Reported Incidents 122

127 Support 6. Enter the required information in the respective fields. For more information on the description of add activity fields, see Page 123. Table 35 Add Activity fields Field Description Mandatory/Optional Summary Comment Attachments Problem description with maximum of 100 characters Information that is required to analyze the incident. Error messages can be specified along with a brief description of the problem. Maximum of 2000 characters are allowed. Upload the attachments required to analyze and solve the problem. Maximum of three attachments can be uploaded. Maximum size of each attachment is 3 MB. 7. Click Save Activity to save the activity. Or Click Cancel to cancel the activity. 9.3 Updating Company Details Mandatory Optional Optional This function enables the users to request an update of their company. Updates are then implemented by Service Desk. To update the company details, perform the following steps: 1. Select Support > Update Company Details, see Figure

128 DCP Service Portal Enterprise Guide Figure 97 Update Company Details 2. Fill in the fields. Mandatory fields are marked with *. 3. Upload any additional file in Attachment. 4. Complete the form. 5. Click Submit Request. 9.4 Changing Password To change the current password of the user, perform the following steps: 1. Select Support > Change Password, see Figure