TITLE

SOFA Audits
Updated 8/4/06

F_Run_Rate Revenue
(Billing Data) Commitment
Orders NRL Compare at
(Order Data) Service level by
Audits
PIID-SCID for a set
of attributes
Products included are
those that are Clarify
One-Off Audits
initiated. These are
primarily the Network & Audit Name = Revenue
Internet Services Commitments (future)
products.
DIGRS Audit Name = One-Offs

Also excluded are all

Magma orders. There is
For each PIID-SCID, and each
no plan to audit these
attribute, DIGRS determines if
due to low strategic
the attribute is a Match, Mis-
priority.
Match, or No Match and
assigns Match Status

Products:
Network & Internet Services Audit Name = DIGRS
Managed Modem
Clarify Voice
Excludes: Magma and SLDB Active Items that are a Mis-Match (E) or No Match
Voice (N). Must be active in either Clarify or Kenan, not
necessarily in both. If disconnected in both, those SOFA
Match Status: are held in DIGRS and not moved to SOFA.
M-Match
SLDB E-Mis-Match
(Voice Order Data) N-No Match

Attributes:
MRR
NRR
YRR

Service Status:
Active
Disconnect

E-A : Mis-Match Active

E-D : Mis-Match Disco
N-A : No Match Active
DIGRS N-D : No Match Disco
Level 1.0 DIGRS

Pull “E” & “N” for

each Attribute from
DIGRS into SOFA SOFA

SOFA gives an
Pending
Yes Audit Status of
Billing?
“Pending Billing”
SOFA checks to see if the
item has just been received by
SES (Billing) within a period of
time. Currently, this Pending
Billing Window is 60 days.

No

Enter SOFA
E Routine Audit
1.0

Match Status?

Enter SOFA
N “N” Process
2.0
Enter SOFA
Routine Audit
1.0

Submit Fix
Fix Completed
Audit Request Complete Audit
in Field
1.4
1.2 1.3 1.5

Audit Statuses: Audit Statuses: Audit Statuses:

In Audit Process In Audit Process Complete
- Pending Further Research - (3)Help Submitted to Billing - FA Fixed
- Pending Stakeholder Review - Order Fix Submitted - FA Validated
- DIGRS=M - No Fix Needed - System Fixed
- SOFA/DIGRS Issue - Data Fixed

Note:
Step 1.1 was removed and moved to step 1.2.4.
I did not re-number these boxes as it would require
renumbering throghout our documentaiton. Thus, this
process now begins with 1.2 (there is no 1.1)
Audit 1.2.

FA Only FA Only

Prioritize Audit
Create Pending
Queue Update Root Cause Contact Account Teams
Scorecard record if
Level 3

Category and Reason (ATG 10.0)

appropriate
1.2.1 1.2.5 1.2.6
1.2.7

Move to “Submit Fix

Request 1.3”

Billing Only
Progeon

Update Audit Status & Update

Conduct Manual
Sub Status with Audit Discrepancy
Audit Update COF Status
Comments Status if Needed
1.2.8
1.2.3 1.2.4
1.2.2
Prioritize Audit
Queue

1.2.1

The following filters and priorities are applied for new items (IAP-null)

Date Added Month

This date reflects when the item was added to SOFA. The team works to resolve items
within 3 months of the item being added.

Threshold
Items above $1,000 in absolute value of the difference between Kenan and Clarify are
considered Above Threshold. The team works to resolve all Above Threshold items within
the 3 month window. Below Threshold items are worked if there is time.

Audit Category
As DIGRS logic or related issues are identified for false positives, a category is applied and
these items are ignored by the auditors as the DIGRS logic fix should resolve these items.
One exception is Audit Category of IA orders. These are not audited as they are out of scope
and there are no DIGRS fixes planned.

Discrepancy Type
Some items are able to be automatically identified with a discrepancy type. Where possible,
this is used to focus on Rev Impact discrepancies over other issues. However, the majority
of items must be researched to identify the discrepancy type; thus, this does not drive priority
at present. Current priority of Discrepancy Type is as follows.
1. Rev Impact-Under
2. Rev Impact-Over
3. Discrepancy Type =Null
4. Data Integrity
Conduct Manual Audit 1.2.2.

Rowdy to review and fix

5 SOFA/DIGRS Issue business rules or logic as Move to “Complete 1.5”
appropriate

6 (3)Help Sub. to Billing

Level 3

7 Order Fix Submitted

8 No Fix Needed Move to “Submit Fix 1.3”

13 Unable to Fix

14 Fix Needed

Records
that have
Audit Check current “In Audit Billing Only
Status of Process Sub-Status”
“In Audit Pull Order History
Look up COF in
Process” (TOES Qry)
Documentum
(ATG 4.0)
Follow the audit
procedure Is problem Move to “Update Audit
1 (null) Yes
(see Progeon M&P determined? Statuses 1.2.3”
FA Only Billing Only documentation)
Pull Billing History
Progeon

Look up Billing
(RM Qry)
in Kenan
(ATG 5.0)
No

2 Pending Further Consider

Research Additional Audit
Steps
1.2.2.1
Review Audit Process
3 Pending SH Review
steps

4 DIGRS=M
Update Discrepancy Type 1.2.4.

Populate Discrepancy
System (SOFA)

Records SOFA to query for “Rev

Disc Type already Meets criteria of Type as “Revenue
that meet No Impact” based on rev Yes Move to “Audit 1.2”
Populated? query? Impact-Over” or
criteria related to order history
“-Under”

Yes

No
Move to “Audit 1.2”
Analysts

Analyst
Analysts to do initial Populate Discrepancy
research to determine Type according to
Discrepancy Type definitions
(See Status Definitions)
Consider Additional Audit Steps 1.2.2.1.

Records
from 1.2.2
Does Rev amt from Move to
where Update Audit Statuses as
DIGRS match current No “Update Discrepancy
discrep. UI-SOFA/DIGRS Issue
billing amt? Status 1.2.4”
problem is
unknown.

Yes

Discuss with account

Does it look like it’s a Look for Contract and/or Look at Clarify Notes for
team, SBU, and other Is problem Move to “Update Audit
special contract Yes Quote and assess any insight Yes
stakeholders determined? Statuses 1.2.3”
arrangemnt? (ATG 2.0 & 3.0) (ATG 4.0)
(ATG 10.0)

No No
Progeon

Check SES or PDB for

Could this be an SES Consider next Additional
Yes billing status?
issue? Audit Step
(ATG 5.0)

No

Is there a question
Check network info
as to the active/disco status Yes
(ATG 9.0)
of this service?

No

What other considerations should we

include?
Submit Fix Request 1.3.

Records
that have
Validate audit results and
completed
determine fix approach
Audit 1.2
Step
No

Sub Statuses
14 – Fix Needed
Or, possibly
6 – (3) Help Submitted to Billing
7 – Order Fix
8 – No Fix Needed Vicki will need to
Update Audit Status to
13 – Unable to Fix run a query (or RC
“6 IAP-(3)Help Submitted
Is a Fix Needed? Billing Only Submit BIRD Request build a queue?)
to Billing”
and update comments

Has the item been in

Has Fix process
this status >10 Yes
been intiated?
days?
Order Entry
Update Audit Status to
Submit request to CPM.
“7 IAP-Order Fix
No Some items may be best
Submitted”
grouped together. Yes
and update comments
Level 3

Research & Figure out

No
what is the delay.
Escalate as necessary

Update Audit Status to

Is this a “special”? Yes “8 IAP-No Fix Needed”
and update comments

Update to one of
these statuses, as
Move to “Complete 1.5”
appropriate, per the
Status Definitions.
Yes
Update Audit Status to
No “13 IAP-Unable to Fix”
and update comments

Update audit notes and

Re-Evaluate Audit and/or
status as needed. May
determine if this is a new Move to “Audit 1.2.2”
need to send back to
case.
auditor
Complete Audit 1.5.

Move to “Audit 1.2”

Does DIGRS find Is this record

All Records Is this record What is the current
this record as an Yes (M) Yes assigned to an Yes (analyst)
in DIGRS currently in SOFA? Audit Status & Sub?
“M”? analyst?

No (E or N) No No (System)
IAP-Pending SH Review
SOFA changes Audit
Status & Sub to “IAP-
Current Status should DIGRS=M”
be (could only be) IAP-Pending Further
Record enters (or Record ignored by Research
“IAP (no sub status)”
remains in) SOFA SOFA
with “System” as the
Owner

SOFA ignores item.

IAP-DIGRS=M Leave for Analyst to
review and update
System (SOFA)

Is the current Status SOFA changes Audit

Move to “SOFA Routine
No and Sub “IAP-No Fix Status & Sub to SOFA changes Audit
Audit 1.0”
Needed”? “Complete-Data Fixed” Status & Sub to
IAP-SOFA/DIGRS Issue
“Complete-System/Data
Fixed”

Yes
IAP-(3)Help Submitted to
Billing SOFA changes Audit
SOFA changes Audit Status & Sub to
Status & Sub to “Complete-FA Fixed”
“Complete-FA Validated” IAP-Order Fix Submitted

IAP- No Fix Needed

SOFA changes Audit
Status & Sub to
“Complete-FA Validated”
IAP- Unable To Fix

Complete-All Sub SOFA ignores record.

Statuses Already complete.

Audit Complete
 This process documentation is
Enter SOFA “N” out of date. See SOFA Issues
Process log and other documentation for
2.0 current list of categories and
processes.

Query to
Determine
Filtered N-
“N” Category Yes – “N”
A Records
2.1

1. Data Error – Incorrect

ID

Populate Discrepancy
2. Asia-Pac Orders Type as “Data Integrity-
Order Issue

Assess and Fix via Is this record still an Move to “Complete Audit
4. IA Orders Yes No – “M”
Reporting Offline “N”? 1.5”

No – “E”

Populate Discrepancy
Move to “SOFA Routine
5. Cancelled Discos Type as “Revenue
Audit 1.0”
Impact-Under”

Put in one of existing

Assess to further
6. Null categories above or
categorize
create a new category.

Audit Statuses:
In Audit Process
- (null)