Electronic Provisioning in Rev.io
Once connectivity is established and tested with the carrier or switch, an Rev.io user can place and send orders directly to that carrier/switch through Rev.io.
Creating the Order
To create an order in Rev.io, follow the instructions in the New Customer Wizard or go to the Basic Customer Account Management section of the Rev.io User Guide. Once the order is created, the order can be automatically or manually sent to the carrier. If your organization is using the Flow Through service part of Rev.io, the order will pass right through to the carrier. If the Flow Through service is not activated, a user will need to manually change the status of the order to Sent and this will kick of the electronic provisioning process with the carrier.
To manually change the status of the order, Go to the Services and Workflow section of the order and click the Options button and select Send.
Orders must have at least one product with a valid USOC or SOC code to provision electronically with a carrier. USOCs or SOCs are provided by the carrier and are stored on the product level in Rev.io in the Code 1 field.
Processing the Order
Once the order is sent to the carrier, Rev.io can receive notifications about the order (if the setting is supported by carrier) and see a copy of the order XML or EDI that was actually sent to the carrier.
To view a copy of the order, open the order. Orders can be opened on the account level in the Services and Workflow section or from Workflow > Orders and then by clicking the PON of the order.
Once in the order, click the View Carrier Order button located near the top of the screen to see the order XML or EDI.
Notifications will update the status of the order and provide additional information about its progress.
An example of notifications on an order can be seen below and communication will continue with the carrier until the order completes. Order notifications can be found on the order at the bottom of the details page.
Occasionally, an order may enter a status that requires manual intervention. When an order enters an error status, a provisioner will need to review the error message and correct the issue before resending to the carrier.
Once the provisioner corrects the problem reported the order can be resubmitted to the carrier by pressing the Send button at the top of the order page. Order errors can occur several times throughout the process of electronic provisioning for various reasons. It is the responsibility of the provisioner to work with the carrier and correct the issues. The error messages presented on the screen are from the carrier.
Orders may also enter a Jeopardy status. A jeopardy status indicates that the due date is at risk of not being met. Jeopardy statuses typically require manual provisioner interactions.
When troubleshooting errors and jeopardy statuses from carriers, documents like Verizon Jeopardy Notification Document or the Verizon Partner Solution East Error Guide might help. All carriers provide documentation like this and it is typically available online. These documents were found with a quick search from an internet browser.
In addition to the statuses mentioned, a table of the all order status possibilities are listed below. Some of the statuses can be set by the carrier while others are used with manually manipulating the order.
|New||Represents a new order that has not been sent to a carrier or an order that has been sent but for some reason was manually placed back in a new status manually.|
|Sent||Orders are placed in a sent status to indicate the order has been placed either electronically or manually with the carrier.|
|Error||Error indicates that an issue was found when the carrier tried to process the order. An error message typically accompanies orders in this status.|
|Confirmed||Commonly associated with the FOC or Firm Order Completion, the confirmed status is the carriers good faith acceptance of the order and terms.|
|Completed||Orders go to the completed status once the carrier/switch has completed the provisioning process and the customer's service is live.|
|Canceled||Canceled represents an order that is not moving forward with activation.|
|On-Hold||On-Hold can be used as a staging area when sorting out order issues or to pause the order.|
|Flow Error||Flow error is an Rev.io status that appears when an order cannot be sent to the carrier.|
|Payment Hold||Places an order on hold until the pre-defined payment terms are met.|
|Lifeline Hold||Places an order on hold until the pre-defined Lifeline requirements are met|
|Jeopardy||A jeopardy status is returned when the order is in risk of missing the confirmed due date or when additional information is required to process.|
Once a carrier or switch is able to complete the activation process of the order, the order will move to a completed status. Orders in a completed status indicate active service at the customer location and that the service is ready to bill. A sample of an order that has completed without issue is shown below.
Rev.io supports several types of orders. A table listed below shows the different types of orders that Rev.io can process. All order types are not supported by all carriers.
|Change Feature||Changes a product on an existing service/line.|
|Change Listing||Updates the listing on the account.|
|Change TN||Changes the telephone number and provides a new one.|
|Deny||Suspends a service/line either 1 way or 2 way but does not stop billing.|
|Disconnect||Disconnects a service/line and stops billing.|
|LD Block||Blocks LD service but not other services the customer may have.|
|LD Restore||Restores LD service after it has been blocked.|
|New||Establishes a new line of service.|
|Suspend||Suspends a service/line either 1 way or 2 way but does not stop billing.|
|Transfer||Transfers all service from one location to another.|
|Rev.io supports ordering and provisioning electronically of some types of services but not all. They types of services supported are carrier and type specific. For a complete list of companies, services and order types Rev.io supports electronically please see the Rev.io Connectivity Guide.|