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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 (public@lischke-online.de). TreeNT is distributed under the Mozilla Public licence (http://www.mozilla.org/MPL/).

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

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

ii

Training Services Prospectus

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.

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

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 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.

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.

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.

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 Services Prospectus

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 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.

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 Services Prospectus

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 End to End Overview End to End (includes practical, hands-on exercises) e-learning format Duration 1 day 3 days

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 classroombased delivery. The remaining modules are targeted at specific audiences. See the Training Modules section for details. Module Name Configuration Fundamentals e-learning format Product Design and Configuration Finance Configuration Invoice Design Tool (e-learning format only) Duration 4 days 8 days 4 days 2 days 10 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 Introduction to Singl.eView Convergent Billing Contacts and Customers Customer Hierarchies Products, Services, and Inventories Queries Date Ranging Invoices Post Billing Duration 3 hours

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 1 1/2 days 2 hours 1 day 1 day

4 hours 3 hours 4 hours 3 hours 3 hours 2 hours 4 hours

Billing Operations Security Introduction to Reports Billing Administration

Training Services Prospectus

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 Terminology, Technology and Concepts Complex Search Duration 1 3/4 days 2 1/2 hours

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 Overview Duration 1 day

End User Program


The End User program covers the use of Singl.eView Customer Management from an end users 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 Navigation and Familiarisation Managing Call Flow Managing Workflow Duration 1/2 day 2 days 1/2 day

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 Classes, Facts, and Interface User Configuration Scripting Tool Expressions Work Management Status Tool Business Rules Parameter Tool Menu Tool Triggered Operations Duration 4 days 2 hours 2 hours 1 1/2 days 1 day 2 hours 2 hours 2 hours 2 hours 1 day

Training Services Prospectus

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 Overview Error Management GL Reporting Configuration Duration 1/2 day 1/2 day 1/2 day 1 day

Training Services Prospectus

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

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 Key Business Stakeholders and Representatives Any person who requires knowledge of the functionality of Singl.eView Convergent Billing Prerequisites Duration None 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

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 Duration Content None 1 day 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

Introduction to Security and Reporting

Training Services Prospectus

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 Duration Content None 3 hours 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. Audience Customer Service Representatives Customer Service Managers People who require an understanding of customer care elements in Singl.eView Convergent Billing. May include Business Analysts and Software Testers. Prerequisites Duration Content Introduction to Singl.eView Convergent Billing 4 hours Introduction to Contacts and Customers Create and Maintain Contact and Customer Records Search for Contact and Customer Details Prospect Management Account History

Training Services Prospectus

Customer Hierarchies Provides participants with an understanding of customer hierarchies and how they are used in Singl.eView Convergent Billing. 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 Duration Content Customer and Contacts 3 hours 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. 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 Duration Content Customer Hierarchies 4 hours 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

Training Services Prospectus

Queries Provides participants with an understanding of query functionality in Singl.eView Convergent Billing and workflow processes. Audience Customer Service Representatives Customer Service Managers 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 Duration Content Products, Services and Inventories 3 hours 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. Audience Customer Service Representatives Customer Service Managers 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 Duration Content Queries 3 hours Introduction Types of history records Types of record updates History Form Future date records Back date records

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Training Services Prospectus

Post Billing Provides participants with an understanding of payment, adjustment and treatment processing in Singl.eView Convergent Billing. 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 Duration Content Date Ranging 4 hours 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. Audience Customer Service Representatives Customer Service Managers People who require an understanding of the customer care elements in Singl.eView Convergent Billing configuration. May include Business Analysts and Software Testers. Prerequisites Duration Content Post Billing 2 hours Introduction Invoice Data and Invoice Images Immediate Invoices Interim Invoice Invoice Formats

Training Services Prospectus

11

Configuration Program
Configuration Fundamentals 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 Duration End to End 4 days 8 days e-learning format Content Expressions Composite Data Types Entity Validation Derived Attributes Functions Dynamic Forms

Product Design and Configuration 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 Partners and System Integrators Singl.eView Convergent Billing Configurers Prerequisites End to End Configuration Fundamentals Duration Content 4 days Introduction Product Model Structure Product Case Study Product Components Product Definitions Product Testing

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Training Services Prospectus

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 Partners and System Integrators Prerequisites End to End Configuration Fundamentals Product Design and Configuration Duration Content 2 days Introduction 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 Prerequisites End to End Configuration Fundamentals Customer Care and Finance Configuration Product Design and Configuration Duration Content 10 days e-learning format Introduction 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

Training Services Prospectus

13

Operations Program
Billing Operations Provides participants with a thorough investigation of Billing Operations in Singl.eView Convergent Billing. Audience Billing Operations Administrators System Administrators Prerequisites Duration Content End to End 1.5 days 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. Audience Billing Operations Administrators System Administrators Prerequisites Duration Content End to End 1 hour 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

14

Training Services Prospectus

Security Provides participants with an introduction to the concepts and implementation of security in Singl.eView Convergent Billing. Audience Billing Operations Administrators System Administrators Prerequisites Duration Content End to End 2 1/2 hours Introduction to Security Convergent Billing Security Model Model Components, including: Form Roles Function Roles Groups Work Forces Profiles Operators

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 Content 1 day 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

Field Level Security Database Auditing Record Properties

Training Services Prospectus

15

Singl.eView Process Engine Familiarisation Program


Terminology, Technology and Concepts Provides participants with the concepts for configuring Singl.eView Process Engine. Audience Project Managers Key Business Stakeholders and Representatives Prerequisites Knowledge and experience of Windows Customer Management Overview Duration Content 1 3/4 days Introduction 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. Audience Project Managers Key Business Stakeholders and Representatives Prerequisites Knowledge and experience of Windows Customer Management Overview Duration Content 2 1/2 hours Introduction Complex Search Definition Search with Association Criteria Save and Retrieve Searches

16

Training Services Prospectus

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 Windows Experience Convergent Billing Configuration Program Customer Management Overview Duration Content 4 days 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. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Classes Facts and Interfaces Duration Content 1 1/2 days 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

Prerequisites

Prerequisites

Training Services Prospectus

17

Work Management Provides participants with the ability to configure actions, notifications, escalation policies, and merge definitions for a work management solution. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Triggered Operations Duration Content 1 day Introduction Work Management Review Workflow Tool Notification Tool Escalation Policy Tool Merge Definition Tool

Triggered Operations Provides participants with an understanding of the trigger functionality and how it is used to support business processes. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Classes Facts and Interfaces Expressions Duration Content 1 day Introduction 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

Prerequisites

Prerequisites

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Training Services Prospectus

Scripting Tool Provides participants with the ability to design and configure scripts for use by CSRs. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Triggered Operations Duration Content 2 hours Introduction Review of Scripts Scripting Tool Familiarisation Script Maintenance Script Creation Business Rules Provides participants with the ability to design and configure business rules. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Expressions Duration Content 2 hours Introduction 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. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Expressions Duration Content 2 hours Introduction Parameters Familiarisation Maintenance Creation Menu Tool Provides participants with the ability to configure and maintain menus in the Process Engine client. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Classes, Facts and Interface Duration Content 2 hours Introduction Defining a New View Familiarisation Maintenance Creating a Menu

Prerequisites

Prerequisites

Prerequisites

Prerequisites

Training Services Prospectus

19

User Configuration Provides participants with the knowledge to configure security that meets the internal requirements of the organisation. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Customer Management Overview Duration Content 2 hours 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. Audience Singl.eView Process Engine Administrators and Configurers Convergent Billing Configuration Program Classes Facts and Interfaces Expressions Duration Content 2 hours Introduction Status Functionality in Process Engine Familiarisation Status Maintenance Creating a Status

Prerequisites

Prerequisites

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Training Services Prospectus

Singl.eView Customer Management Familiarisation Program


Customer Management Overview Provides participants with a basic understanding of the functions, architecture, features, and functional elements of Singl.eView Customer Management, including hands-on exercises. Audience Project Managers Key Business Stakeholders and Representatives Prerequisites Duration Content None 1 day (hands on) Introduction to Singl.eView Applications, Customisation, and Security Architecture and Integration Business Functions User Interface Customer Communication Management Singl.eView Customer 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. Audience Customer Service Representatives Customer Service Managers People who require an understanding of the customer management functionality of Singl.eView. Prerequisites Convergent Billing End to End or Convergent Billing Customer Care 1/2 day 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

Duration Content

Training Services Prospectus

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Managing Call Flow Provides participants with the ability to use Singl.eView Customer Management to successfully manage call flow activities in a call centre. Audience Customer Service Representatives Customer Service Managers People who require an understanding of the customer management functionality of Singl.eView. Prerequisites Convergent Billing End to End or Convergent Billing Customer Care Navigation and Familiarisation Duration Content 2 days 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. Audience Customer Service Representatives Customer Service Managers People who require an understanding of the customer management functionality of Singl.eView. Prerequisites Convergent Billing End to End or Convergent Billing Customer Care Navigation and Familiarisation Managing Call Flow Duration Content 1/2 day Introduction Search for Actions View Actions Complete Actions Get the Next Action Manually Create an Action Action Groups Campaigns

22

Training Services Prospectus

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. Audience Project Managers Key Business Stakeholders and Representatives Participants of Financial Assurance Error Management, GL Reporting, or Configuration modules Prerequisites Introduction to Convergent Billing, or Convergent Billing End to End Overview. 1/2 day Introduction to Financial Assurance Accessing Financial Assurance Aggregate Generation Viewing Aggregates Searching Prerequisites Error Management Introduces participants to using Financial Assurance for error management. Participants learn to analyse and correct normalised error events. Audience Billing Operations Administrators System Administrators Financial Assurance Overview, and Convergent Billing - Billing Operations. 1/2 day 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

Duration Content

Duration Content

Training Services Prospectus

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GL Reporting Introduces participants to using aggregates and searches to view Accounts Receivable Subledger data, Sales Journal data, and payments, and to generate reports. Audience Prerequisites Finance personnel Financial Assurance Overview and Convergent Billing Finance Configuration. 1/2 day Introduction to GL Reporting Generating GL Reporting Aggregates Account Receivable Subledger Sales Journal Payments Reporting

Configuration Assists participants in understanding the Financial Assurance architecture and how to configure components. Audience Prerequisites Financial Assurance configurers 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 Content 1 day Understanding the Financial Assurance Architecture Setting up Options and EPM Functions Creating Aggregate Definitions Configuring the Aggregate Viewer Configuring Reporting Framework Options

Duration Content

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Training Services Prospectus

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.

Training Services Prospectus

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