An AdvOSS Business Use-Case Document

AdvOSS Trouble Ticketing

www.advoss.com

AdvOSS trouble ticketing is a module that is available on the subscriber self-serve portal as well as in
the CSR (Customer Service Representative) GUI to allow a formal communication and resolution of
their troubles through a ticketing system
AdvOSS OSS Suite comes with a Trouble Ticket module that also integrates with AdvOSS CRM.
The module allows a Customer to open a trouble ticket into the system. The default method of
opening a ticket is through self-serve GUI but the system also optionally supports an IVR and a SMS
based interface to open new tickets.
The Customer chooses a broad category for his ticket that allows to route the ticket to the right
personnel. Typical categories are:

Technical Support

Billing and Accounting

Sales and Order Management

These can be changed or other categories added into the system by the administrators.
The CSRs are made members of the categories and each new ticket goes into the category queue
unassigned. In such cases, any group member CSR can resolve the ticket. But in other cases, any CSR
can assign the ticket to any specific CSR and then that CSR can re-assign the ticket to yet another CSR
Ticket allows communications between customer and CSR and both have option to change the status
of the ticket.
Reports and alerts can be configured on the state of tickets and for any tickets that are lying in a state
more than the configured period, can be escalated to managers.

Classification of tickets
Tickets can be classified as high priority, normal or other tags. Some workflows can also be written to
automatically classify tickets based on customer information.

Escalation Workflows
System supports multiple workflow languages to allow the administrators to define their escalation
strategy

Page 1

An AdvOSS Business Use-Case Document

Closing of tickets
Tickets can be manually closed by CSRs, Customers themselves or if not, they are closed by the system
after a time has elapsed and no customer activity is done on the ticket.

Customer feedback
Once ticket is closed, customer is given an option to leave feedback on the quality of the service that
he received on the ticket.

Real-Time Reporting
The system gives real-time reports on the status of all active and closed tickets.

Products Needed
Handles all aspects of a Service Providers relation to its customers including Product
Catalogue, Services and Offerings, Product Subscriptions, Customer Data and also provides a
Self-Serve portal for the Customers.
OSS Suite is a set of products providing operational support for all other AdvOSS Platforms
and Products.

About AdvOSS:
AdvOSS Provides a wide range of solutions to the telecoms and service providers that enable
them to deliver their services using SIP / IMS products, manage their services over Radius
and Diameter protocols and then charge for their services in different ways.

www.advoss.com
Address: Suite 130
10691 Shellbridge Way
Richmond, BC V6X 2W8
Canada

sales@advoss.com

This document broadly illustrates how the features available in different AdvOSS products
can be configured to realize a particular business use case. Different variations of the use
case are possible and it can be enhanced or changed to suit different needs. For more
information on how AdvOSS products can be configured to meet your specific use cases,
please contact us on sales@advoss.com

Tel:+1 (604) 800 0269

Copyright AdvOSS. All rights reserved.

Page 2