eTOM and TAM view - Reference Model and Functional Architecture

BILLING
December, 2007

Reference models

Billing Processes eTOM view (Level 1)

Billing Process Elements eTOM (Level 2 and Level 3 )

Billing

Level 2
Billing and
Collections
Management

Service and Specific Instance

Rating

Resource Data Collection and

Distribution

S/P Settlements and

Payments Management

Manage Customer Bill

Enquiries

Mediate Usage Records

Collect Management
Information & Data

Manage Account

Apply Pricing,
Discounting & Rebate

Rate Usage Records

Process Management
Information & Data

Receive and Assess

Invoice

Create and Deliver Bill

Analyze Usage Records

Distributed
Information
Management & Data

Negotiate and Approve

Invoice

Level 3

Manage Customer
Billing

Audit Data Collections

& Distribution

Issue settlement
Notice & Payment

Manage Collections

GBA Billing Map (Version 3)

Billing and Customer Experience (TMForum)

OSS and BSS Functional Architecture

Products & Services
Network Services

Advanced Services

Voice
Services

SMS

Mobile
Portal

Unified
Messaging

Location
Services

Multimedia

Telemetry
Solutions

Authentication
&
Authorization

Virtual Home
Environment

3rd Party
Merchant
Services

Data
Services

Roaming

Content
Services

Merchant
Services

Mobile
Advertising

Enterprise
Application
Services

Content
Presentation
Management

Digital Asset
Management

3rd Party
Content
Services

3rd Party
Enterprise
Services

Product Development & Marketing

Products &
Services
Catalogue

Marketing
Encyclopaedi
a

Opportunity
Management

Solution
Advisor

Sales Force
Management

Payment
Services

Emergency
Services

Data
Services

Enterprise
Application
Services

Provisioning
Gateways

Content
Services

Distribution

Equipment
Returns

3rd Party
Identification

Performance
Management

Personalizatio
n Engine

Application
Helpdesk

Churn
Management

Emergency
Services

3rd Party
Integration

3rd Party
Maintenance

Customer Care
Self Care

Call Centre

Repairs
Management

3 Party
Settlement

Taxes &
Surcharges

Rating

Detailed Event
Collection

Payment
Services

Bill
Calculation

Promotions

Mediation

Taxes &
Surcharges

Rating

Invoice
Production
& Distribution

Invoice
Production
& Distribution

Taxes &
Surcharges

Settlement

Bill Calculation

Mediation

Collections

Rating

Fraud
Detections

Collections

Discounts &
Promotions

Payment
Processing

Payment
Processing

3rd Party
Communicatio
ns

Merchant Care
Self Care

Account Teams

Alliance
Teams

Call Centre

Service Assurance
Wholesale
Billing

rd

Prepaid

Detailed
Event
Collection

Fulfilment
Equipment
Warranty

Call Centre
Management

Customer Billing

Product/
Pricing/Plan
Definition

Merchant
Services

Inventory
Management

Customer
Notifications

Billing, Invoicing & Settlement

Voice
Services

Number
Admin

Contract
Management

Point of Sale
Campaign
Product
Management Configurator Commissions

Service Provisioning
Order
Management

Order
Entry

Invoice
Production
& Distribution

Network Management

Performance
Management
Customer
Trouble
Management

Directory & Operator Services

Monitor
the
Network

Channel
Management

3rd Party Management

Help Desk

Product
Management

Customer Management

Testing

Product &
Service

Development

Sell Products & Services

Design &
Build Data
Network

Multi-party
Solution
Development

Marketing
Intelligence

Relationship Management

Design &
Build Voice
Network

Develop and Manage

Products
& Services

3rd Party
Payment
Services

Rev Assurance

ERP/Administration

Market &
Field Operations

Finance

Network
Operations

HR

Accounts
Receivable

Logistics

Financial
Reporting

Decision Support Systems

Data
Mining

Customer
Information
Publishing

Billing
Operations
External
Interfaces
System
Controls
Reporting

Billing Applications-TAM View (Level 1)

Billing Applications TAM View (Level2)

BILLING
CUSTOMER SELF CARE MANAGEMENT

Customer self empowered management

Customer front office Customer back office

billing management billing management

Enterprise Supplier/ Resource Service

partner
mgmt
mgmt
mgmt

Customer
mgmt

CUSTOMER BILLING MANAGEMNET

Arbitrage management

Invoicing

Collection
management

Receivable
management

Billing formatting

Service rating/discounting management

Real time billing

management

Voucher
management

Billing data
mediation

Wholesale/interconnect billing

Knowledge management

Fraud management
9

Billing Applications-TAM View (Level 3

Customer management

BILLING

10

Billing Applications-TAM View (Level 3) Contd

Service mgmt

BILLING

11

Billing Applications-TAM View (Level 3) Contd..

Resource management

BILLING

12

Billing Applications-TAM View (Level 3) Contd..

Supplier/partner
management

BILLING

13

Process Architecture

Functional Architecture Billing

Self Care

Mediation
Collection
Filtering
Aggregation
Correlation
Formatting
Data Distribution

Network
Element

Real Time Rating

Session Management & Control
Active Mediation
Customer
Balance Management
& Service
Real Time Rating
Data
Rating
Guiding
Discounting
Rating

Discounts
&
Promotions

Collections
Collection Rules Definition
Collections Event Processing
Treatment Rules Definition
Pricing
Treatment
Catalogue
Write Of
Adjustments
Adjustments Set Up
Adjustments Processing
QoS Adjustments
Adjustments Reversals

Partner Care

EBPP

Billing
Catalogue

Journals
Accounts Setup
Journals Processing
Invoicing
Charge Calculation
Discounts & Promotions
Taxing
Invoice Calculations
Invoice Presentment

Financial
System

Printer
Commissions
Management

Partner Settlements

Roaming Settlements

Receivables Management
Payment Processing
Payment Reversals
Deposit Management
Vouchers
Refunds
Operations
Alarms & Monitoring
Process Scheduling
Security
Error Management

Common
Configura
August 15, 2016
Customization
Functionality
tion

Banks
Payment
Gateway

Functional Architecture - Billing

Functio
n

Mediation

Rating

Functionality

Event Collection
Event formatting
Event Transformation
Correlation
Pre-processing
Filtering
Distribution
Suspense Handling

Process
Collect Usage
Records
Mediate Usage
Records
Audit Usage
records

Service Correlation
Event guiding, rating and
pricing
Apply Rating discounts
SLA based adjustments
Rating Suspense Handling

Manage Rating

Collections

Collection rules definition

Collections processing
Credit limit monitoring

KPIs

Services

Timeliness of event
Collection
Timeliness of correcting
fallouts
Timeliness of distribution
No of correlation fallouts

Manage Billing
Event
Mediation

No of transactions in error
Timeliness of correcting
fallout transactions
Rating Accuracy
Percentage of revenue in
error
Percentage of transaction al
files received on time
Rating timeliness
Amount of transactions
deemed to be old on bill
Time taken for daily
processing of CDRs

Manage Rating
Manage Event
Suspense

Cost of collecting revenues

Timeliness for collections
Manage collection
actions
event processing
Collections efficiency
Manage treatment
Manage Billing
against credit terms
Manage credit
Debt
Number of accounts
limit
Common
Configura
August
processed
in collections
per15, 2016
Customization
Manage write-of
Functionality
tion
hour

Functional Architecture - Billing

Function

Online charging

Invoicing

Journals

Functionality
Active Mediation
Real time rating and
charging
Service consumption
reservation and
authorization
Session Control
management
Balance Management
Advice of charge/Advice of
rate

Apply Charges
Aggregate Usage charges
Apply Discounts
Track commitment
Apply Taxes
Invoice Generation
Invoice Presentment
Invoice viewing

Assign financials codes to

charge items
Accrual posting
Financial reporting

Process

Manage online
charging
Manage advice of
charge requests

Manage Invoice
generation cycle
Manage Invoice
Presentment
Manage ondemand invoice
Manage duplicate
invoice
Manage invoice
suppression
Manage pro-forma
invoicing

KPIs

Response time for

requests
Availability
Latency
Throughput

Billing Accuracy
Billing completeness
Billing timeliness
Cost-to-Bill
No of bills distributes
per delivery media
Number of errored
bills
Leakage/billed
revenue
Time taken to
complete the entire
billing cycle
Number of bills
generated per hour

Services
Manage
Authorization
Manage
authentication
Manage
Reservations
Manage Session

Manage Invoice
View
Manage Invoice
Presentment
Manage
Customer
Invoice
Manage Print
and Dispatch
Manage Invoice
Exceptions

Manage journal
Manage
runs
Financial
Common
Configura August 15, 2016
Manage financial
Customization
Accounting
tion
reporting Functionality

Functional Architecture - Billing

Function

Functionality

Process

KPIs

Services

Number of payment
transactions by
method
Cost of collecting
revenue

Receivables
Management
(Payments and
Deposits)

Adjustments

Payments /Deposits
Collection
Payment /Deposits
Processing and allocation
Manage deposit interests
Payment reversal
Voucher Management
Refunds
Promise-to-Pay
Late fee payments
Customer debt age
maintenance

Apply adjustments
Adjustment reversals

Manage Payment
collection
Manage payment
processing
Manage payment
reversals
Manage payment
transfers
Manage deposits
Manage promiseto-pay

Avg time from

notification of
payments to
application to billing
records
Payment
performance vs
credit terms
% of monthly
invoices remaining
unpaid after the due
date
Number of duplicate
payments entered in
billing
Time taken to
process payment
files

Manage
External
Payments
Manage
Payment
Processing

Manage disputes
Manage
No of bills adjusted/
adjustments
bills generated
Manage Billing
Commonno of
Configura
August 15, 2016
Manage
Customization
No of inquiries
Dispute and
tion
adjustmentFunctionality

Functional Architecture - Billing

Function

Functionality

Process

KPIs

Services

Manage inbound
roaming
Manage outbound
roaming
Manage roaming
settlements

Roaming rating
events exchange
timeliness
Roaming accuracy
Roaming
completeness

Manage
Roaming Rating
Manage
Roaming
Settlements

Manage Partner
rating
Manage partner
disputes
Manage partner
invoicing
Manage Partner
tarif

Partner rating
accuracy
Partner billing
accuracy
% of invoices
resulting in error
after reconciliation
Time taken to provide
resolution feedback
Credits not
accounted in
subsequent invoice
Timeliness of
payments
Timelines of
receiving events

Manage
Settlements

Operations

Billing operations
scheduling
Billing operations
monitoring
Archival

Manage Billing
operations

Timeliness in billing
jobs completion
Timeliness in
resolving failures

Tarif
Management

Manage tarif

Time
taken to August 15, 2016
Manage Billing
Configura
Manage tarifsCommon
Customization
introduce
new
tarif
Tarif
Functionality
tion

Roaming
settlement

Partner
Settlement

Roaming file exchange

Roaming file processing
Roamer event rating
Roaming invoice generation
Roaming

Partner rate management

Partner event rating
Partner disputes and credits
Partner Invoicing
Partner invoice
reconciliation

Functional Architecture - Billing

Function
Bill Inquiry
Handling

Billing Account
Management

Functionality
Billing Account profile
inquiries
Financial Inquiries
Unbilled usage inquiries
Invoice inquiries

Billing profile changes

Billing Hierarchy creation
and changing
Impact of service changes
in billing

Process

Manage bill inquiry

Manage Billing
Account

KPIs

Services

Time taken to
respond to bill
inquiries
No of bill inquiries
resulting in
adjustment

View Unbilled
Usage
View Financial
Details

Timeliness in
updating profile
changes
Response times for

Manage
Customer
Account
Manage Billing
Account
Manage
Customer Bill
Credit Score

Common
Configura August 15, 2016
Customization
Functionality
tion

Billing Business Entities SID View (Canonical Data Model)

Supplier

Customer

Supplier Contract

Customer Account
Customer Bill
Customer Usage

Billing Product and Tariff

Policy Rules

Customer Collections

Supplier Bill
Supplier Bill Inquiry

Customer Balance
Customer Transaction
Rate

Supplier Payments and

Commissions

Network

Event Records

Event Charge

Balance reservation

Event Session

Event Mediation
21

Billing Services A sample

Customer Account

Customer Bill

Customer Usage

Manage Customer Account

View Customer Invoice

Charge Event Records

Manage Billing Account

Present Customer Invoice

Manage Event Mediation

Manage Customer
Account Hierarchy

Print and Dispatch Invoice

Manage Customer
Billing Credit Score

Manage Exceptional Invoice

Customer Collections

Manage Customer
Payments
Manage Customer
Debt
Manage Dispute
and Adjustment

22

Manage Event Mediation

Transaction 1 Collect and Rate Events - Postpaid

23

Transaction 2 Generate Invoice - Postpaid

24

SOA Based Billing Architecture

Interfaces
Customer

Ordering

CRM

S/P systems

Billing Access Layer

Manage Billing Account

Manage Billing Dispute

And Adjustment

Manage Billing
Order

Manage Rating

Manage Billing Debt

Manage Billing
Event Mediation

Manage Commission

Manage Settlement

Applications
Enterprise Customer
Applications

COTS Packages

Legacy
Applications

Product specific
applications

Data

Account

Payments

Invoice

Usage

25

Services,
Product
& Tariff

Billing Service Mosaic

Enterprise Level
Capability

Transactions

Business Process

Process Services

KPI's Impacted (Business

Outcome Measured)

Event to Cash (Billing )

Event Rating

Event Col lection

Collect Events
Filter Events
Correlate Events
Aggreagte Events
Transform Events
Format Events

Rating Promptness (CE)

Business Objectives
Customer Billing experience
Operational Efficiencyh

Rating Ac curacy (CE)

Rating Completeness (CE)
% Events in Suspense(OE)

Event Guiding and Rating Guide Events

Rate Events
Apply Discounts
Event Re-rating
Event Distribution

Event Analysis
Generate Invoices

Apply Pricing and

Discounting
Create and Del iver Bill

Distribute Events
Report Events
Audit Events
Analyse Events
Correc t Event Errors
Apply Pricing
Apply Taxation
Apply Discounting
Generate Bill
Format Bill
Dispatch Bill
Print Bil l

Suspense Correction
T imeliness(OE)
Re-Rating (OE)
Average age of errors(OE)

Billing Accuracy
Billing T imeliness
Billing C ompleteness
Bill Clarity
Cost-to-Bill
Cost-to-Bill-Deliver
Mean time from bill cycle c lose
date to bill dispatch
Bills Requiring Manual intervention
Average age of errors

26

Functional Architecture

Functional Architecture Billing

28

Functional Architecture Retail Billing

Web Self Care

eBPP

Partner Care

29

Functional Architecture Wholesale Billing

30

System Architecture - Examples

Based on Functional Architecture

Billing and CRM Interfaces for Wireless Scenario

32

Billing Interfaces - Postpaid

Billing
Email
Peoplesoft CRM

Comptel EventLink
Mediation

INTEC InterConnect
Billing

Fax

Custom Sol.
Payment G/W

Comptel
Instalink
Activation

Call
Rating
Wire line

Talgentra Tallyman
Collections Mgmt

Charge
Cal.

Kenan FX Retail Billing

Wireless
Adjustme
nts

Switch

Oracle Apps

Invoice
Gen.

Cable Bridge
Mediation

NCR Teradata Data

Warehouse

TTSL Portal
POS
(Refunds)

Post

Bill Printing /
Dispatching

TCS Product
Catalog

Servion
IVR

Self Care

TIBCO

Mobile Applications
EBPP

33

Billing Interfaces- Prepaid

Prepaid
Servion IVR
Services

NCR
Teradata DWH

Oracle Apps Handset Inventory

Oracle Apps Financials

Pre-paid Billing Kenan

Voucher
Manager

Balance
Manager
IN - Light Bridge

Comptel AMD

SHLR /
Switch

Advance Services
TTSL Portal - Self
Care

People Soft CRM

POS - Prepaid
provisioning

TCS Number
Mgmt

Comptel
InstantLink

34

Billing Integration View with Kenan

Retail Shop
Call Center
Car Number
Calling

eWorkflow

Manual
Input

Imaging
System
Commission
Scheme
MNP
CMS
Agency
Management
System
MPS
SIM Vendor
order files

Customer
Center

API Transaction Set

Ordering
Modules
Request Handling
& Tracking

Kenan
FX

Dual SIM
gateway
CTM existing
systems
TCS Product
implementation
In Scope
Interfaces

Web Interface

Michelle
Loyalty

Invoice Calculation

Kiosk/SMS
/IVR

Bill Formatting
Usage
Processing

Financials

Roaming

Collections

Inventory
Replenishment

Mobiweb

Billing Modules

Discounts/
Unit Credits

Inventory

Payroll
Print Soft
Retail
Decpos
Letter
Generation

Clearing
House
High Usage
Report

i.Service
eBill

Application Integrator
Mediation Device
(Comptel Eventlink)
CDR Polling

Provisioning
Comptel
Instalink6

Bank file
Gateway
Credit Card
/Direct Debit
Gateway
RA

HLR
VMS
(Ericsson) (Comverse)

NE

ProvisioningMobile banking
Gateway
gateway

FMS
Settler

35

Billing Integration View with Geneva

902Servers/
IDB

Rating
PP
RTPS
STS

Unrated
events

Customer
Transactional
Details

CRM
for Data
Enrich
UCM

Bank
Payment
Payment
details

Clearing
House

Billing Post
Processor

Invoice
details

CRS

Customer
Roaming
Transactional
Call details
Details

Payments

Siebel
Customer
Details

Master DB

Prepaid
tracking

Statement
data
GL details

SMS-N

Customer
Notification
Usage
Events

MDS

Billing
Related
Operation
Porting
transactions Data storage
Details
Revenue info

RA

ODS

Rev Acc

MNP

Billing
And
Service
Check

ICMS LL

Reward
Points

Loyalty

Fra
ud
I

Extract
for banks

nf o

UCM
DOC1
GL
Fraud
MS

High Toll

Legend
Real Time
Batch
Both

36

Thank You