single view training

Singl.eView v6.01 Training Services Prospectus

Publication Date April 2007 Document Number SVTRN-90-1097-BR3, v2.0 Software Version Number Singl.eView v6.01 Disclaimer Although every effort has been made to ensure the accuracy of the information contained in this document, Intec Billing Ireland ('Intec') makes no warranty, expressed or implied, with respect to the quality, correctness, reliability, currency, accuracy, or freedom from error of this document or the products it describes. Intec may make improvements and/or changes to the products and services described in this document at any time. Unless otherwise explicitly agreed in the licence agreement governing use of this documentation, Intec disclaims all liability for any direct, indirect, incidental, consequential, special, or exemplary damages resulting from the use of the information in this document or from the use of any products described in this document. Mention of any other product not owned by Intec does not constitute an endorsement of that product by Intec, and if such products are provided by Intec, they are provided on an 'as-is' basis without warranty of any kind from Intec. Data used in examples and sample data files are intended to be fictional and any resemblance to real persons or companies is entirely coincidental. Persons reading this document should rely on their own enquiries in making any decisions touching on their own interests. Licence Agreement The software described in this guide is supplied under a licence agreement and may only be used in accordance with the terms of that agreement. This documentation and products described in this document are provided under licence from Intec. It is possible that the applicable licence does not cover all the elements of functionality described in this document. If you have any questions regarding the functionality for which your site is licensed, contact your contract administrator. Confidentiality obligations set forth in the licence apply to all documentation that is marked as Intec Confidential Information. Copyright Information © 2007 Intec Billing Ireland (An Intec Telecom Systems PLC Group Company). All rights reserved. Apart from any use permitted under the Copyright Act, no part may be reproduced by any process without the written permission of Intec Billing Ireland, IDA Business Park, Dangan, Galway, Ireland. The following are trademarks of Intec Billing Ireland:

Commerce Engine� The following are third-party trademarks: Microsoft is a registered trademark and Windows is a trademark of Microsoft Corporation in the USA and other countries. FrontPage is a trademark of Microsoft. TEX is a trademark of the American Mathematical Society. PostScript and Acrobat Reader are trademarks of Adobe Systems Incorporated. UNIX is a registered trademark of The Open Group. Tuxedo is a registered trademark of BEA Systems, Inc. Oracle is a registered trademark of Oracle Corporation. AIX is a registered trademark of International Business Machines Corporation. Java is a trademark of Sun Microsystems, Inc. Hyperion SQR and Hyperion Intelligence are trademarks of Hyperion Solutions Corporation. Unicode and the Unicode Logo are trademarks of Unicode, Inc.

Licences for Third-party Software Process Engine distributes and utilises TreeNT by Dipl. Ing. Mike Lischke ([email protected]). TreeNT is distributed under the Mozilla Public licence (http://www.mozilla.org/MPL/).

Training Services Prospectus i

Table of Contents

Singl.eView Product Training .................................................................................................................... 1

Contact Us ................................................................................................................................................... 1

Training Process ......................................................................................................................................... 1 Training Presentation � Services Offered ................................................................................................. 2 Familiarisation Training ............................................................................................................................. 2 Training Needs Analysis............................................................................................................................ 2 Training and Development Plan ................................................................................................................ 2 Training Delivery........................................................................................................................................ 2

e-learning ............................................................................................................................................... 2 Training Assessment ................................................................................................................................. 3 Training Effectiveness Survey................................................................................................................... 3 Training Report.......................................................................................................................................... 3 Certificate of Participation.......................................................................................................................... 3

Training Programs ...................................................................................................................................... 3 Singl.eView Convergent Billing.................................................................................................................. 4

Familiarisation Program......................................................................................................................... 4 Customer Care Program........................................................................................................................ 4 Configuration Program........................................................................................................................... 4 Operations Program............................................................................................................................... 4

Singl.eView Process Engine...................................................................................................................... 5 Familiarisation Program......................................................................................................................... 5 Configuration Program........................................................................................................................... 5

Singl.eView Customer Management ......................................................................................................... 5 Familiarisation Program......................................................................................................................... 5 End User Program ................................................................................................................................. 5

Singl.eView Financial Assurance .............................................................................................................. 6 Financial Assurance Program................................................................................................................ 6

Training Modules ........................................................................................................................................ 7 Singl.eView Convergent Billing.................................................................................................................. 7

Familiarisation Program......................................................................................................................... 7 End to End Overview.......................................................................................................................... 7 End to End.......................................................................................................................................... 7

Customer Care Program........................................................................................................................ 8 Introduction to Singl.eView Convergent Billing .................................................................................. 8 Contacts and Customers.................................................................................................................... 8 Customer Hierarchies......................................................................................................................... 9 Products, Services and Inventories.................................................................................................... 9 Queries............................................................................................................................................. 10 Date Ranging ................................................................................................................................... 10 Post Billing........................................................................................................................................ 11 Invoices ............................................................................................................................................ 11

Configuration Program......................................................................................................................... 12 Configuration Fundamentals ............................................................................................................ 12 Product Design and Configuration ................................................................................................... 12 Finance Configuration ...................................................................................................................... 13 Invoice Design Tool.......................................................................................................................... 13

Operations Program............................................................................................................................. 14 Billing Operations ............................................................................................................................. 14 Introduction to Reports..................................................................................................................... 14

ii Training Services Prospectus

Security ............................................................................................................................................ 15 Billing Administration........................................................................................................................ 15

Singl.eView Process Engine.................................................................................................................... 16 Familiarisation Program....................................................................................................................... 16

Terminology, Technology and Concepts ......................................................................................... 16 Complex Search............................................................................................................................... 16

Configuration Program......................................................................................................................... 17 Classes, Facts, and Interface........................................................................................................... 17 Expressions...................................................................................................................................... 17 Work Management ........................................................................................................................... 18 Triggered Operations ....................................................................................................................... 18 Scripting Tool ................................................................................................................................... 19 Business Rules................................................................................................................................. 19 Parameter Tool................................................................................................................................. 19 Menu Tool ........................................................................................................................................ 19 User Configuration ........................................................................................................................... 20 Status Tool ....................................................................................................................................... 20

Singl.eView Customer Management ....................................................................................................... 21 Familiarisation Program....................................................................................................................... 21

Customer Management Overview.................................................................................................... 21 End User Program ............................................................................................................................... 21

Navigation and Familiarisation ......................................................................................................... 21 Managing Call Flow.......................................................................................................................... 22 Managing Workflow.......................................................................................................................... 22

Singl.eView Financial Assurance ............................................................................................................ 23 Financial Assurance Program.............................................................................................................. 23

Overview .......................................................................................................................................... 23 Error Management ........................................................................................................................... 23 GL Reporting .................................................................................................................................... 24 Configuration .................................................................................................................................... 24

Training Administration............................................................................................................................ 25 Copyright Note......................................................................................................................................... 25 Program Registration............................................................................................................................... 25 Training Location ..................................................................................................................................... 25 Training Terms and Conditions ............................................................................................................... 25 Training Administration Items.................................................................................................................. 25

Training Services Prospectus 1

Singl.eView Product Training Investment in Singl.eView increases the service potential to your customers, but the true value is in the effective use of the Singl.eView system. Singl.eView training is designed and delivered to provide your employees with the ability to use the full range of Singl.eView features in the course of their day-to-day work. When everyone who uses Singl.eView has the same skills, knowledge, and confidence to perform, your organisation will realise the full potential of Singl.eView. Our professional trainers deliver standard or customised courses, either on-site or in our training rooms, to minimise disruption to your business and provide quality course material for easy user reference. The Product Training team works closely with key personnel in your organisation to develop a total training strategy to achieve your corporate goals. We continually monitor the training function through participant feedback and provide attendance and assessment reports to help you maintain accurate training records. This document outlines all services offered by the Product Training team.

Contact Us Please contact the Product Training team listed below for further information on the Singl.eView training services. Toronto, Canada Tel: +1 905 944 6900

Training Process The Singl.eView training process is divided into eight steps. Each stage of the process ensures effective, quality training.

2 Training Services Prospectus

Training Presentation � Services Offered This presentation identifies the services and training strategies offered by the Intec Product Training team and the value your business gains through the investment in Singl.eView training. The necessary elements for training are determined to ensure a comprehensive understanding of the Singl.eView product.

Familiarisation Training This stage involves management and product overview training for project stakeholders to provide them with a high-level understanding of Singl.eView functionality. More detailed familiarisation training is available to provide your project design team with the knowledge and skills to actively participate in the design phase of the project.

Training Needs Analysis A member of the Intec Product Training team liaises with representatives of your organisation to gather information on the number of users, and their roles and tasks. The information is used to develop an initial Training Plan for the most effective strategy, program, and costing. Information is gathered by a variety of methods including questionnaire, conference call, or visit to your organisation. After acceptance of the initial Training Plan, a more detailed analysis of the business requirements is conducted. The analysis focuses on obtaining information about existing skills and specific skills to be developed, logistical information about training (location, facilities, scheduling, resources, and timeframes) and training database requirements (creation, maintenance, and support). If customised training is required, an Intec Training Consultant will conduct a Business Requirements Analysis to integrate your business terminology, processes, and policies into the training program.

Training and Development Plan The Training and Development Plan collates all gathered information to clarify the goals of the training, appropriate training strategy, programs, schedule, timeframes, and assessment. The responsibilities and accountability of your organisation and Intec Product Training are clearly identified to achieve training excellence.

Training Delivery The Intec Product Training team is available prior to training delivery to complete final preparations and to establish contact with key personnel. This lead time is determined by negotiations based on requirements. Training delivery consists of: • Completion of Participant Attendance form • Allocation of name cards for each participant • A Participant Handbook for each participant • Presentation of the required training program If the programs have been adapted or customised, the Intec Product Training team ensures the training materials successfully integrate your specific business requirements and are to the satisfaction of your organisation.

e-learning Some of our training programs are available by on-line learning or �e-learning�. This is an attractive alternative to classroom-based training for a number of reasons, including: • Enables participants to remain productive and

work actively while receiving training • Substantial cost savings can be made by

eliminating travel and accommodation expenses

• Participant progress is monitored using curriculum testing, examination and assignment work

• The training environment is accessible using of Citrix technology

E-learning programs are web-based. Participants use their browser to navigate through course materials, complete assignments, attend synchronous meetings, and work asynchronously with classmates over the duration of the course. Note: An e-learning program is typically twice as long as the classroom based session.


Training Assessment Training assessment is optional. If training assessment is selected, each participant is assessed on the stated module outcomes. This is in the format of a written or practical assessment and determines the level of competency. A Singl.eView Assessment Record is completed for each participant.

Training Effectiveness Survey Each participant completes a Training Effectiveness survey after the training program. This allows participants to evaluate the learning outcomes, training program, Intec Training Consultant, training facilities, and program administration. The Intec Training Consultant includes the survey results in the Training Report.

Training Report If requested, on completion of the training program, the Intec Training Consultant completes a report evaluating the training program. This report provides a summary evaluating each participant, events occurring during the program, and their impact on the training. The report also includes copies of the Training Effectiveness survey, the Participant Attendance form, and the Participant Assessment log for accurate training records.

Certificate of Participation If requested, on successful completion of the training program, each participant is awarded with a Certificate of Participation.

Training Programs This prospectus includes training courses for: • Singl.eView Convergent Billing • Singl.eView Process Engine • Singl.eView Customer Management • Singl.eView Financial Assurance Whether you have selected our Singl.eView Convergent Billing product, or an integrated Singl.eView Convergent Billing and Process Engine business solution, we offer the following programs for training user groups across your organisation: Singl.eView Convergent Billing • Familiarisation • Customer Care • Configuration • Operations Singl.eView Process Engine • Familiarisation • Configuration Singl.eView Customer Management • Familiarisation • End User Singl.eView Financial Assurance • Overview • Error Management • GL Reporting • Configuration An outline of each training program is available to provide prospective trainees or managers with an overview of the content and purpose. Each training program contains a number of modules to be completed. Note: The durations listed may change when training programs are combined into a single training session. In addition, delivery times can vary depending on the number of participants and their involvement in the training session.


Singl.eView Convergent Billing

Familiarisation Program The Familiarisation program provides an end-to-end look at key Singl.eView Convergent Billing processes and covers topics of interest for client project teams involved in customising Convergent Billing. All modules within the program provide an overview of Convergent Billing functionality and an examination of the system technology and terminology. Three modules are available, each targeting a specific audience. These training modules address the prerequisites for additional training programs. Module Name Duration

End to End Overview 1 day

End to End (includes practical, hands-on exercises)

e-learning format

3 days

6 days

Customer Care Program The Customer Care program provides front end users with skills and knowledge to create and maintain customer care elements in Singl.eView Convergent Billing. All modules in this training program have practical hands-on exercises. This program is made up of 8 modules with a combined duration of 4 days. Module Name Duration

Introduction to Singl.eView Convergent Billing

3 hours

Contacts and Customers 4 hours

Customer Hierarchies 3 hours

Products, Services, and Inventories

4 hours

Queries 3 hours

Date Ranging 3 hours

Invoices 2 hours

Post Billing 4 hours

Configuration Program The Configuration program is intended for users who want to use Singl.eView Convergent Billing to implement their business rules. The training includes design, creation, and maintenance of configurable elements. The standard program consists of the Configuration Fundamentals and the Product Design and Configuration modules, with a combined duration of 8 days for classroom-based delivery. The remaining modules are targeted at specific audiences. See the Training Modules section for details. Module Name Duration

Configuration Fundamentals

e-learning format

4 days

8 days

Product Design and Configuration

4 days

Finance Configuration 2 days

Invoice Design Tool (e-learning format only)

10 days

Operations Program The Operations program covers key operational and administration aspects of Singl.eView Convergent Billing. The standard program consists of the Billing Operations, Introduction to Reports, and Security modules, with a combined duration of 2 days. The Billing Administration module targets a specific audience. See the Training Modules section for details. Module Name Duration

Billing Operations 1 1/2 days

Security 2 hours

Introduction to Reports 1 day

Billing Administration 1 day


Singl.eView Process Engine

Familiarisation Program The Familiarisation program outlines major components of the system technology and terminology for client project teams involved in customised specifications. Business-driven examples and exercises are used to examine how Singl.eView Process Engine works. The 2 modules that make up this training program have a combined duration of 2 days. Module Name Duration

Terminology, Technology and Concepts

1 3/4 days

Complex Search 2 1/2 hours

Configuration Program The Configuration program covers configuration of the Singl.eView Process Engine client application using the Configuration Workbench. Training includes design, definition, configuration, and maintenance of configurable elements in Process Engine. This program consists of 10 modules with a combined duration of 9 days. Module Name Duration

Classes, Facts, and Interface 4 days

User Configuration 2 hours

Scripting Tool 2 hours

Expressions 1 1/2 days

Work Management 1 day

Status Tool 2 hours

Business Rules 2 hours

Parameter Tool 2 hours

Menu Tool 2 hours

Triggered Operations 1 day

Singl.eView Customer Management

Familiarisation Program The Familiarisation program introduces Singl.eView Customer Management to your organisation and outlines the main concepts and business impacts. Note: The Overview module is prerequisite training for the Singl.eView Process Engine Configuration program. Module Name Duration

Overview 1 day

End User Program The End User program covers the use of Singl.eView Customer Management from an end user�s perspective, including tasks such as raising issues in the call centre, creating sales orders, resolving problems and queries, and allocating actions to workgroups for completion. The 3 modules that make up this program have a combined duration of 3 days. Module Name Duration

Navigation and Familiarisation 1/2 day

Managing Call Flow 2 days

Managing Workflow 1/2 day


Singl.eView Financial Assurance

Financial Assurance Program The Financial Assurance Program covers use and configuration of Financial Assurance. It provides an overview module for context, individual modules for the operational aspects of Error Management and GL Reporting, and a module for configuration. Module Name Duration

Overview 1/2 day

Error Management 1/2 day

GL Reporting 1/2 day

Configuration 1 day


Training Modules The following sections summarise the training modules within each program. Each module outline lists the following information: • Audience • Prerequisite • Duration • Content

Singl.eView Convergent Billing

Familiarisation Program

End to End Overview

Introduces the major components of Singl.eView Convergent Billing to participants. Demonstrations are used to introduce key concepts.

Audience Directors

Project Managers

Key Business Stakeholders and Representatives

Prerequisites None

Duration 1 day

Content Introduction to Singl.eView Convergent Billing

Using Singl.eView Convergent Billing

Architecture of Singl.eView Convergent Billing

Configuration and Customisation

The Business Lifecycle, including:

• Product Development • Customer Management • Rating and Billing • Post Billing Introduction to Security and Reporting

End to End

Provides participants with an end-to-end look at Singl.eView Convergent Billing functionality. The module includes practical hands-on exercises.

Note: This module is also available in e-learning format.

Audience Vice-President

Directors

Project Managers


Any person who requires knowledge of the functionality of Singl.eView Convergent Billing

Prerequisites None

Duration 3 days

(6 days e-learning format)

Content Introduction to Singl.eView Convergent Billing

Using Singl.eView Convergent Billing

Architecture of Singl.eView Convergent Billing

Configuration and Customisation

Overview of Functionality

The Business Lifecycle, including:

• Product Development • Customer Management • Rating and Billing • Post Billing Introduction to Security and Reporting


Customer Care Program

Introduction to Singl.eView Convergent Billing

Familiarises participants with basic navigation in Singl.eView Convergent Billing and to introduce key concepts and terminology.

Audience Customer Service Representatives

Customer Service Managers

People who require an understanding of the customer care elements in Singl.eView Convergent Billing. May include Business Analysts and Software Testers.

Prerequisites None

Duration 3 hours

Content Introduction

Customer Lifecycle

Key Concepts

Accessing Convergent Billing

Navigation

Forms

Data Entry

Search

On-Line Help System

Contacts and Customers

Identifies the purpose of contacts and customers, and how they are used in Singl.eView Convergent Billing.



People who require an understanding of customer care elements in Singl.eView Convergent Billing. May include Business Analysts and Software Testers.

Prerequisites Introduction to Singl.eView Convergent Billing

Duration 4 hours

Content Introduction to Contacts and Customers

Create and Maintain Contact and Customer Records

Search for Contact and Customer Details

Prospect Management

Account History


Customer Hierarchies

Provides participants with an understanding of customer hierarchies and how they are used in Singl.eView Convergent Billing.




Prerequisites Customer and Contacts

Duration 3 hours

Content Introduction to Customer Hierarchies

Create and Maintain Customer Hierarchies

Products, Services and Inventories

Provides participants with an understanding of the Singl.eView Convergent Billing product model and the activities involved in the creation and maintenance of products, services and equipment.




Prerequisites Customer Hierarchies

Duration 4 hours

Content The Product Model

Components of the Product Instance, Service, and Equipment Forms

Demonstration Products

Create and Maintain Product Instances

View Products, Services, and Equipment Details

Facility Groups

Companion Products

Product Moves

Inventory Tasks

Contracts


Queries

Provides participants with an understanding of query functionality in Singl.eView Convergent Billing and workflow processes.



People who require an understanding of the customer care elements in Singl.eView Convergent Billing. These people may include Business Analysts and Software Testers.

Prerequisites Products, Services and Inventories

Duration 3 hours

Content Introduction to Queries

Query Workflow, including:

• Create New Queries • Progress a Query to a

Workforce • Search for Queries • Update Query Progressions

and Forward Queries to other Work Forces

• Resolve Queries

Date Ranging

Provides participants with an understanding of how dates are handled in Singl.eView Convergent Billing.



People who require an understanding of the customer care elements in Singl.eView Convergent Billing. These people may include Business Analysts and Software Testers.

Prerequisites Queries

Duration 3 hours


Types of history records

Types of record updates

History Form

Future date records

Back date records


Post Billing

Provides participants with an understanding of payment, adjustment and treatment processing in Singl.eView Convergent Billing.




Prerequisites Date Ranging

Duration 4 hours

Content Payments, including:

• Create and Maintain Individual and Batch Payments

• Pre-Authorised Payments Adjustments, including:

• Create and Maintain Individual and Batch Adjustments

• Adjustment Security Limits Treatment, including:

• Treatment Processing • Treatment Queries • Create and Maintain

Treatment Details • Treatment Reporting

Invoices

Provides participants with an understanding of invoices and how they are applied.



People who require an understanding of the customer care elements in Singl.eView Convergent Billing configuration. May include Business Analysts and Software Testers.

Prerequisites Post Billing

Duration 2 hours


Invoice Data and Invoice Images

Immediate Invoices

Interim Invoice

Invoice Formats


Configuration Program


Provides participants with the ability to write and test expressions, create entity validation, define derived attributes, and create functions in Singl.eView Convergent Billing.

Note: This module is also available in e-learning format.

Audience Singl.eView Convergent Billing Product Administrators

Partners and System Integrators

Singl.eView Convergent Billing Configurers

Prerequisites End to End

Duration 4 days

8 days e-learning format

Content Expressions

Composite Data Types

Entity Validation

Derived Attributes

Functions

Dynamic Forms


Assists participants in understanding the Singl.eView Convergent Billing product model and how to configure components related to product modelling.

Audience Singl.eView Convergent Billing Product Administrators


Singl.eView Convergent Billing Configurers



Duration 4 days


Product Model Structure

Product Case Study

Product Components

Product Definitions

Product Testing


Finance Configuration

Provides participants with the ability to configure financial business rules in Singl.eView Convergent Billing.

Note: The maximum number of participants for this module is five (5).

Audience Singl.eView Convergent Billing Configurers specialising in financial requirements





Duration 2 days


Finance Concepts and Singl.eView

Configuring Customer Accounts

Configuring the GL Subsystem

Invoice Design Tool

Provides participants with the ability to work with the Invoice Design Tool and its structure and layout files.

Note: This module is available via e-learning format only.

Audience Singl.eView Convergent Billing Administrators

Singl.eView Convergent Billing Configurers, including Partners



Customer Care and Finance Configuration


Duration 10 days e-learning format


Invoicing and the Invoice Design Tool

Using the Invoice Design Tool

Creating an Invoice Format

Using XML for Singl.eView Convergent Billing Invoice Design Tool


Operations Program

Billing Operations

Provides participants with a thorough investigation of Billing Operations in Singl.eView Convergent Billing.

Audience Billing Operations Administrators

System Administrators


Duration 1.5 days

Content Rating and Billing Overview

Schedules and Tasks

Rating Process

Billing Process

Introduction to Reports

Introduces participants to the reporting functionality in Singl.eView Convergent Billing, and to introduce the report development process.




Duration 1 hour

Content Introduction to Reports

Running and Managing Reports

Custom Reports

Report Parameters

Report Format

Reports Provided with Convergent Billing

Developing Reports using Hyperion SQR

Report Configuration


Security

Provides participants with an introduction to the concepts and implementation of security in Singl.eView Convergent Billing.




Duration 2 1/2 hours

Content Introduction to Security

Convergent Billing Security Model

Model Components, including:

• Form Roles • Function Roles • Groups • Work Forces • Profiles • Operators

Field Level Security

Database Auditing

Record Properties

Billing Administration

Provides participants with an understanding of the directory structure of a Singl.eView Convergent Billing implementation and the operations and housekeeping tasks to maintain and monitor the system.

This module is demonstration only. There are no hands-on exercises for participants.

Audience Singl.eView Convergent Billing Administrators

UNIX System Administrators

Database Analysts

Production Support Staff

Prerequisites Hands-on experience using Singl.eView Convergent Billing

UNIX experience

End to End

Billing Operations

Duration 1 day

Content General Overview of Singl.eView Convergent Billing Architecture

System Administration

System Housekeeping Tasks

Billing and Rating Server Configuration

Managing the Rating Process

Managing the Billing Process

Production Scheduling


Singl.eView Process Engine


Terminology, Technology and Concepts

Provides participants with the concepts for configuring Singl.eView Process Engine.

Audience Project Managers


Prerequisites Knowledge and experience of Windows

Customer Management Overview

Duration 1 3/4 days


Classes, Facts, and Objects

Expressions

Process Engine Client

Customising Process Engine

Workflow

Business Flow Summary

Associations

Computer Telephony Integration (CTI)

Campaign Management

User Configuration

Introduction to the Configuration Workbench

Complex Search

Provides participants with the ability to use advanced search techniques for Singl.eView Process Engine.



Prerequisites Knowledge and experience of Windows


Duration 2 1/2 hours


Complex Search Definition

Search with Association Criteria

Save and Retrieve Searches


Configuration Program

Classes, Facts, and Interface

Provides participants with the ability to create and manage classes, facts, and interface design components.

Audience Singl.eView Process Engine Administrators and Configurers

Prerequisites Windows Experience

Convergent Billing Configuration Program


Duration 4 days

Content Introduction - Classes, Facts, and Interface Review

Class and Data Tool

Fact Tool

Interface Design Tool

Shared Classes

Expressions

Provides participants with the ability to write expressions to support business processes.


Prerequisites Convergent Billing Configuration Program

Classes Facts and Interfaces

Duration 1 1/2 days

Content Expression Syntax Language

Expression Types and Syntax

Building Expressions

Reserved Words

Expressions in Fact Derivations

Expressions in Searches

Expressions in Rule Validations

Expressions in Triggers, Filter Searches, and Parameters

Performance


Work Management

Provides participants with the ability to configure actions, notifications, escalation policies, and merge definitions for a work management solution.



Triggered Operations

Duration 1 day


Work Management Review

Workflow Tool

Notification Tool

Escalation Policy Tool

Merge Definition Tool


Provides participants with an understanding of the trigger functionality and how it is used to support business processes.




Expressions

Duration 1 day


Trigger Tool Familiarisation

Maintenance

Create a Trigger

EPM Usage in Process Engine

EPM Wrapper Functions

Debugging EPM

Trigger Events

Triggers in the Interface Design Tool

Configuration Spreadsheet


Scripting Tool

Provides participants with the ability to design and configure scripts for use by CSRs.




Duration 2 hours


Review of Scripts

Scripting Tool Familiarisation

Script Maintenance

Script Creation

Business Rules

Provides participants with the ability to design and configure business rules.



Expressions

Duration 2 hours


Familiarisation

Business Rule Maintenance

Business Rule Creation

Parameter Tool

Provides participants with an understanding of parameters and how they can be used to simplify configuration expressions.



Expressions

Duration 2 hours


Parameters

Familiarisation

Maintenance

Creation

Menu Tool

Provides participants with the ability to configure and maintain menus in the Process Engine client.



Classes, Facts and Interface

Duration 2 hours


Defining a New View

Familiarisation

Maintenance

Creating a Menu


User Configuration

Provides participants with the knowledge to configure security that meets the internal requirements of the organisation.




Duration 2 hours

Content User Configuration Review

User and Security Tool Familiarisation

User and Security Maintenance

User and Security Creation

User Configuration Summary

Status Tool

Provides participants with an understanding of how status can be used to control Process Engine object records.




Expressions

Duration 2 hours


Status Functionality in Process Engine

Familiarisation

Status Maintenance

Creating a Status





Provides participants with a basic understanding of the functions, architecture, features, and functional elements of Singl.eView Customer Management, including hands-on exercises.



Prerequisites None

Duration 1 day (hands on)

Content Introduction to Singl.eView

Applications, Customisation, and Security

Architecture and Integration

Business Functions

User Interface

Customer Communication Management


Call Flow Management

Product and Order Management

Payment Assurance

Workflow Management

Campaign Management

Hands-on Exercises Throughout

End User Program

Navigation and Familiarisation

Familiarises participants with Singl.eView Customer Management. Participants learn to navigate the key areas of the system.



People who require an understanding of the customer management functionality of Singl.eView.

Prerequisites Convergent Billing End to End or Convergent Billing Customer Care

Duration 1/2 day

Content Introduction to Singl.eView

Accessing the System

Introduction to Cases, Contacts, Managing Customer Inquiries, and Actions

Customer Management User Interface

Navigation Techniques

Security

Customer Management Views and Searching

Online Help System


Managing Call Flow

Provides participants with the ability to use Singl.eView Customer Management to successfully manage call flow activities in a call centre.






Duration 2 days

Content Overview of Standard Call Flow

Contacts and Customers

Customer Hierarchies

Date-ranging and Summary Views

Products, Services, and Equipment

Order Creation and Maintenance

Product Maintenance Issues

Customer Service Issues

Troubleshooting Issues

Billing Issues

Payments

Treatment

Managing Workflow

Provides participants with the ability to successfully manage call centre tasks from creation to completion.






Managing Call Flow

Duration 1/2 day


Search for Actions

View Actions

Complete Actions

Get the Next Action

Manually Create an Action

Action Groups

Campaigns


Singl.eView Financial Assurance

Financial Assurance Program

Overview

Provides participants with a basic understanding of Financial Assurance and the context for subsequent Financial Assurance modules.



Participants of Financial Assurance Error Management, GL Reporting, or Configuration modules

Prerequisites Introduction to Convergent Billing, or Convergent Billing End to End Overview.

Duration 1/2 day

Content Introduction to Financial Assurance

Accessing Financial Assurance

Aggregate Generation

Viewing Aggregates

Searching

Error Management

Introduces participants to using Financial Assurance for error management. Participants learn to analyse and correct normalised error events.



Prerequisites Financial Assurance Overview, and Convergent Billing - Billing Operations.

Duration 1/2 day

Content Introduction to Error Management

Generating Error Event Aggregates

Viewing Error Event Aggregates

Working with Error Events

Error Management Module

Error Diagnosis and Reprocessing

Modifying Events using Transforms

Purging Error Events


GL Reporting

Introduces participants to using aggregates and searches to view Accounts Receivable Sub-ledger data, Sales Journal data, and payments, and to generate reports.

Audience Finance personnel

Prerequisites Financial Assurance Overview and Convergent Billing Finance Configuration.

Duration 1/2 day

Content Introduction to GL Reporting

Generating GL Reporting Aggregates

Account Receivable Sub-ledger

Sales Journal

Payments

Reporting

Configuration

Assists participants in understanding the Financial Assurance architecture and how to configure components.

Audience Financial Assurance configurers

Prerequisites Financial Assurance Overview; Convergent Billing Configuration Fundamentals; Process Engine Classes, Facts, and Interface.

Note: Convergent Billing Finance Configuration is recommended for configuration of GL Reporting.

Convergent Billing - Billing Operations is recommended for configuration of Error Management.

Duration 1 day

Content Understanding the Financial Assurance Architecture

Setting up Options and EPM Functions

Creating Aggregate Definitions

Configuring the Aggregate Viewer

Configuring Reporting Framework Options


Training Administration

Copyright Note All rights reserved. Neither the program material of the Singl.eView Training modules or any part of it may be copied or reproduced in any form or by any means or translated into another language without prior written permission of Intec.

Program Registration To assist with preparation and administration, customers are required to confirm the names of participants attending a training program two weeks prior to training. Confirmation may be by letter, fax, or email.

Training Location The training location will be agreed prior to training. Costs incurred due to the location will be borne by the customer.

Training Terms and Conditions The training will be conducted with a maximum of eight participants. For on-site training: • Customers must provide all necessary facilities including computer and audio visual equipment • Product Training will advise customers of any necessary additional equipment requirements • Each participant must have a client workstation • The training facilities, environment, and equipment must be prepared by the customer prior to the

commencement of the training • The maximum number of participants for the Finance Configuration Training is five (5). The maximum

number of participants in all other training courses is twelve (12).

Training Administration Items Intec Product Training will provide: • Participant Attendance Form • Participant name cards • Participant Handbook • Assessment Record (optional) • Training Effectiveness Survey (optional) • Training Report (optional) Certificate of Participation can be issued on request.

single view training

Documents