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
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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
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Business Machines Corporation. Java is a trademark of Sun Microsystems, Inc. Hyperion SQR and
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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 i

 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 Training Process
Investment in Singl.eView increases the service The Singl.eView training process is divided into
potential to your customers, but the true value is eight steps. Each stage of the process ensures
in the effective use of the Singl.eView system. effective, quality training.

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.

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 1

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.
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.
2 Training Services Prospectus
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.
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 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 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
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.
3
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.
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 classroom-
based delivery. The remaining modules are
targeted at specific audiences. See the Training
Modules section for details.
Module Name Duration

Module Name Duration Configuration Fundamentals 4 days

End to End Overview 1 day

e-learning format 8 days
End to End (includes practical, 3 days
hands-on exercises) Product Design and 4 days
Configuration

e-learning format 6 days Finance Configuration 2 days

Invoice Design Tool 10 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 Duration
Introduction to Singl.eView 3 hours
Convergent Billing
(e-learning format only)
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

Contacts and Customers 4 hours Billing Operations 1 1/2 days

Customer Hierarchies 3 hours Security 2 hours

Products, Services, and 4 hours Introduction to Reports 1 day

Inventories
Billing Administration 1 day
Queries 3 hours

Date Ranging 3 hours

Invoices 2 hours

Post Billing 4 hours

4 Training Services Prospectus

Singl.eView Process Engine Singl.eView Customer Management

Familiarisation Program 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.
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 Duration Module Name Duration

Terminology, Technology and 1 3/4 days Overview 1 day

Concepts

Complex Search 2 1/2 hours End User Program

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.
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 Duration

Module Name Duration Navigation and Familiarisation 1/2 day

Classes, Facts, and Interface 4 days Managing Call Flow 2 days

User Configuration 2 hours Managing Workflow 1/2 day

Scripting Tool 2 hours

Expressions 1 1/2 days

Work Management 1 day

Status Tool 2 hours

Business Rules 2 hours

Parameter Tool 2 hours

Menu Tool 2 hours

Triggered Operations 1 day

Training Services Prospectus 5

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 Duration

Overview 1/2 day

Error Management 1/2 day

GL Reporting 1/2 day

Configuration 1 day

6 Training Services Prospectus

Training Modules End to End
The following sections summarise the training
modules within each program. Each module Provides participants with an end-to-end look at
outline lists the following information: Singl.eView Convergent Billing functionality.
The module includes practical hands-on
Audience exercises.
Prerequisite
Note: This module is also available in
Duration
e-learning format.
Content
Audience Vice-President

Singl.eView Convergent Billing Directors

Familiarisation Program Project Managers

Key Business Stakeholders

End to End Overview and Representatives

Introduces the major components of Any person who requires

Singl.eView Convergent Billing to participants. knowledge of the functionality
Demonstrations are used to introduce key of Singl.eView Convergent
concepts. Billing

Audience Directors Prerequisites None

Project Managers Duration 3 days

Key Business Stakeholders (6 days e-learning format)

and Representatives
Content Introduction to Singl.eView
Prerequisites None Convergent Billing

Duration 1 day Using Singl.eView

Convergent Billing
Content Introduction to Singl.eView
Convergent Billing Architecture of Singl.eView
Convergent Billing
Using Singl.eView
Convergent Billing Configuration and
Customisation
Architecture of Singl.eView
Convergent Billing Overview of Functionality

Configuration and The Business Lifecycle,

Customisation including:
Product Development
The Business Lifecycle, Customer Management
including: Rating and Billing
Product Development Post Billing
Customer Management Introduction to Security and
Rating and Billing Reporting
Post Billing
Introduction to Security and
Reporting

Training Services Prospectus 7

Customer Care Program Contacts and Customers

Identifies the purpose of contacts and

Introduction to Singl.eView Convergent
customers, and how they are used in
Billing
Singl.eView Convergent Billing.
Familiarises participants with basic navigation in Audience Customer Service
Singl.eView Convergent Billing and to introduce Representatives
key concepts and terminology.
Customer Service Managers
Audience Customer Service
Representatives People who require an
understanding of customer
Customer Service Managers care elements in Singl.eView
Convergent Billing. May
People who require an
include Business Analysts and
understanding of the customer
Software Testers.
care elements in Singl.eView
Convergent Billing. May Prerequisites Introduction to Singl.eView
include Business Analysts and Convergent Billing
Software Testers.
Duration 4 hours
Prerequisites None
Content Introduction to Contacts and
Duration 3 hours Customers
Content Introduction Create and Maintain Contact
and Customer Records
Customer Lifecycle
Search for Contact and
Key Concepts
Customer Details
Accessing Convergent Billing
Prospect Management
Navigation
Account History
Forms

Data Entry

Search

On-Line Help System

8 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 Customer and Contacts
Duration 3 hours
Content Introduction to Customer
Hierarchies
Create and Maintain Customer
Hierarchies
Training Services Prospectus
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 Customer Hierarchies
Duration 4 hours
Content 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
9
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 Products, Services and
Inventories
Duration 3 hours
Content 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
10
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 Queries
Duration 3 hours
Content Introduction
Types of history records
Types of record updates
History Form
Future date records
Back date records
Training Services Prospectus
 Post Billing Invoices

Provides participants with an understanding of 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.
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 Date Ranging Prerequisites Post Billing

Duration 4 hours Duration 2 hours

Content Payments, including: Content Introduction

Create and Maintain Invoice Data and Invoice
Individual and Batch Images
Payments
Pre-Authorised Payments Immediate Invoices
Adjustments, including:
Interim Invoice
Create and Maintain
Individual and Batch Invoice Formats
Adjustments
Adjustment Security Limits
Treatment, including:
Treatment Processing
Treatment Queries
Create and Maintain
Treatment Details
Treatment Reporting

Training Services Prospectus 11

Configuration Program Product Design and Configuration

Configuration Fundamentals Assists participants in understanding the

Singl.eView Convergent Billing product model
Provides participants with the ability to write and and how to configure components related to
test expressions, create entity validation, define product modelling.
derived attributes, and create functions in
Singl.eView Convergent Billing. Audience Singl.eView Convergent
Billing Product Administrators
Note: This module is also available in
e-learning format. Partners and System
Integrators
Audience Singl.eView Convergent
Billing Product Administrators Singl.eView Convergent
Billing Configurers
Partners and System
Integrators Prerequisites End to End

Singl.eView Convergent Configuration Fundamentals

Billing Configurers
Duration 4 days
Prerequisites End to End
Content Introduction
Duration 4 days
Product Model Structure
8 days e-learning format
Product Case Study
Content Expressions
Product Components
Composite Data Types
Product Definitions
Entity Validation
Product Testing
Derived Attributes

Functions

Dynamic Forms

12 Training Services Prospectus

 Finance Configuration Invoice Design Tool

Provides participants with the ability to configure Provides participants with the ability to work with
financial business rules in Singl.eView the Invoice Design Tool and its structure and
Convergent Billing. layout files.

Note: The maximum number of participants for Note: This module is available via e-learning
this module is five (5). format only.

Audience Singl.eView Convergent Audience Singl.eView Convergent

Billing Configurers Billing Administrators
specialising in financial
Singl.eView Convergent
requirements
Billing Configurers, including
Partners and System Partners
Integrators
Prerequisites End to End
Prerequisites End to End
Configuration Fundamentals
Configuration Fundamentals
Customer Care and Finance
Product Design and Configuration
Configuration
Product Design and
Duration 2 days Configuration

Content Introduction Duration 10 days e-learning format

Finance Concepts and Content Introduction

Singl.eView
Invoicing and the Invoice
Configuring Customer Design Tool
Accounts
Using the Invoice Design Tool
Configuring the GL
Creating an Invoice Format
Subsystem
Using XML for Singl.eView
Convergent Billing Invoice
Design Tool

Training Services Prospectus 13

Operations Program Introduction to Reports

Introduces participants to the reporting

Billing Operations
functionality in Singl.eView Convergent Billing,
and to introduce the report development
Provides participants with a thorough
process.
investigation of Billing Operations in Singl.eView
Convergent Billing. Audience Billing Operations
Administrators
Audience Billing Operations
Administrators System Administrators
System Administrators Prerequisites End to End
Prerequisites End to End Duration 1 hour
Duration 1.5 days Content Introduction to Reports
Content Rating and Billing Overview Running and Managing
Reports
Schedules and Tasks
Custom Reports
Rating Process
Report Parameters
Billing Process
Report Format

Reports Provided with

Convergent Billing

Developing Reports using

Hyperion SQR

Report Configuration

14 Training Services Prospectus

 Security Billing Administration

Provides participants with an introduction to the Provides participants with an understanding of

concepts and implementation of security in the directory structure of a Singl.eView
Singl.eView Convergent Billing. Convergent Billing implementation and the
operations and housekeeping tasks to maintain
Audience Billing Operations and monitor the system.
Administrators
This module is demonstration only. There are
System Administrators no hands-on exercises for participants.
Prerequisites End to End Audience Singl.eView Convergent
Billing Administrators
Duration 2 1/2 hours
UNIX System Administrators
Content Introduction to Security
Database Analysts
Convergent Billing Security
Model Production Support Staff
Model Components, including: Prerequisites Hands-on experience using
Form Roles Singl.eView Convergent
Function Roles Billing
Groups UNIX experience
Work Forces
Profiles End to End
Operators
Billing Operations
Field Level Security
Duration 1 day
Database Auditing
Content General Overview of
Record Properties 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

Training Services Prospectus 15

Singl.eView Process Engine Complex Search

Familiarisation Program Provides participants with the ability to use

advanced search techniques for Singl.eView
Process Engine.
Terminology, Technology and Concepts
Audience Project Managers
Provides participants with the concepts for
configuring Singl.eView Process Engine. Key Business Stakeholders
and Representatives
Audience Project Managers
Prerequisites Knowledge and experience of
Key Business Stakeholders Windows
and Representatives
Customer Management
Prerequisites Knowledge and experience of Overview
Windows
Duration 2 1/2 hours
Customer Management
Overview Content Introduction

Duration 1 3/4 days Complex Search Definition

Content Introduction Search with Association

Criteria
Classes, Facts, and Objects
Save and Retrieve Searches
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

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
Prerequisites Windows Experience
Convergent Billing
Configuration Program
Customer Management
Overview
Duration 4 days
Content Introduction - Classes, Facts,
and Interface Review
Class and Data Tool
Fact Tool
Interface Design Tool
Shared Classes
Training Services Prospectus
Expressions
Provides participants with the ability to write
expressions to support business processes.
Audience Singl.eView Process Engine
Administrators and
Configurers
Prerequisites Convergent Billing
Configuration Program
Classes Facts and Interfaces
Duration 1 1/2 days
Content 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
17
Work Management Triggered Operations

Provides participants with the ability to configure Provides participants with an understanding of
actions, notifications, escalation policies, and the trigger functionality and how it is used to
merge definitions for a work management support business processes.
solution.
Audience Singl.eView Process Engine
Audience Singl.eView Process Engine Administrators and
Administrators and Configurers
Configurers
Prerequisites Convergent Billing
Prerequisites Convergent Billing Configuration Program
Configuration Program
Classes Facts and Interfaces
Triggered Operations
Expressions
Duration 1 day
Duration 1 day
Content Introduction
Content Introduction
Work Management Review
Trigger Tool Familiarisation
Workflow Tool
Maintenance
Notification Tool
Create a Trigger
Escalation Policy Tool
EPM Usage in Process
Merge Definition Tool Engine

EPM Wrapper Functions

Debugging EPM

Trigger Events

Triggers in the Interface

Design Tool

Configuration Spreadsheet

18 Training Services Prospectus

 Scripting Tool Parameter Tool

Provides participants with the ability to design Provides participants with an understanding of
and configure scripts for use by CSRs. parameters and how they can be used to
simplify configuration expressions.
Audience Singl.eView Process Engine
Administrators and Audience Singl.eView Process Engine
Configurers Administrators and
Configurers
Prerequisites Convergent Billing
Configuration Program Prerequisites Convergent Billing
Configuration Program
Triggered Operations
Expressions
Duration 2 hours
Duration 2 hours
Content Introduction
Content Introduction
Review of Scripts
Parameters
Scripting Tool Familiarisation
Familiarisation
Script Maintenance
Maintenance
Script Creation
Creation

Business Rules
Provides participants with the ability to design
and configure business rules.
Audience Singl.eView Process Engine
Administrators and
Configurers
Prerequisites Convergent Billing
Configuration Program
Expressions
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
Prerequisites Convergent Billing
Configuration Program

Duration 2 hours Classes, Facts and Interface

Content Introduction Duration 2 hours
Familiarisation Content Introduction

Business Rule Maintenance Defining a New View

Business Rule Creation Familiarisation

Maintenance

Creating a Menu

Training Services Prospectus 19

User Configuration Status Tool

Provides participants with the knowledge to Provides participants with an understanding of

configure security that meets the internal how status can be used to control Process
requirements of the organisation. Engine object records.

Audience Singl.eView Process Engine Audience Singl.eView Process Engine

Administrators and Administrators and
Configurers Configurers

Prerequisites Convergent Billing Prerequisites Convergent Billing

Configuration Program Configuration Program

Customer Management Classes Facts and Interfaces

Overview
Expressions
Duration 2 hours
Duration 2 hours
Content User Configuration Review
Content Introduction
User and Security Tool
Familiarisation Status Functionality in
Process Engine
User and Security
Maintenance Familiarisation

User and Security Creation Status Maintenance

User Configuration Summary Creating a Status

20 Training Services Prospectus

Singl.eView Customer Management End User Program

Familiarisation Program
Navigation and Familiarisation

Customer Management Overview Familiarises participants with Singl.eView

Customer Management. Participants learn to
Provides participants with a basic understanding navigate the key areas of the system.
of the functions, architecture, features, and
functional elements of Singl.eView Customer Audience Customer Service
Management, including hands-on exercises. Representatives

Audience Project Managers Customer Service Managers

Key Business Stakeholders People who require an

and Representatives understanding of the
customer management
Prerequisites None functionality of Singl.eView.

Duration 1 day (hands on) Prerequisites Convergent Billing End to

End or Convergent Billing
Content Introduction to Singl.eView Customer Care

Applications, Customisation, Duration 1/2 day

and Security
Content Introduction to Singl.eView
Architecture and Integration
Accessing the System
Business Functions
Introduction to Cases,
User Interface Contacts, Managing
Customer Inquiries, and
Customer Communication Actions
Management
Customer Management User
Singl.eView Customer Interface
Management
Navigation Techniques
Call Flow Management
Security
Product and Order
Management Customer Management
Views and Searching
Payment Assurance
Online Help System
Workflow Management

Campaign Management

Hands-on Exercises
Throughout

Training Services Prospectus 21

Managing Call Flow Managing Workflow

Provides participants with the ability to use Provides participants with the ability to
Singl.eView Customer Management to successfully manage call centre tasks from
successfully manage call flow activities in a call creation to completion.
centre.
Audience Customer Service
Audience Customer Service Representatives
Representatives
Customer Service Managers
Customer Service Managers
People who require an
People who require an understanding of the
understanding of the customer management
customer management functionality of Singl.eView.
functionality of Singl.eView.
Prerequisites Convergent Billing End to
Prerequisites Convergent Billing End to End or Convergent Billing
End or Convergent Billing Customer Care
Customer Care
Navigation and
Navigation and Familiarisation
Familiarisation
Managing Call Flow
Duration 2 days
Duration 1/2 day
Content Overview of Standard Call
Flow Content Introduction

Contacts and Customers Search for Actions

Customer Hierarchies View Actions

Date-ranging and Summary Complete Actions

Views
Get the Next Action
Products, Services, and
Equipment Manually Create an Action

Order Creation and Action Groups

Maintenance
Campaigns
Product Maintenance Issues

Customer Service Issues

Troubleshooting Issues

Billing Issues

Payments

Treatment

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.
Duration 1/2 day
Content Introduction to Financial
Assurance
Accessing Financial
Assurance
Aggregate Generation
Viewing Aggregates
Searching
Training Services Prospectus
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
Prerequisites Financial Assurance
Overview, and Convergent
Billing - Billing Operations.
Duration 1/2 day
Content 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
23
GL Reporting Configuration

Introduces participants to using aggregates and Assists participants in understanding the

searches to view Accounts Receivable Sub- Financial Assurance architecture and how to
ledger data, Sales Journal data, and payments, configure components.
and to generate reports.
Audience Financial Assurance
Audience Finance personnel configurers

Prerequisites Financial Assurance Prerequisites Financial Assurance

Overview and Convergent Overview; Convergent Billing
Billing Finance Configuration. Configuration Fundamentals;
Process Engine Classes,
Duration 1/2 day Facts, and Interface.
Content Introduction to GL Reporting Note: Convergent Billing
Finance Configuration is
Generating GL Reporting recommended for
Aggregates configuration of GL
Reporting.
Account Receivable Sub-
ledger Convergent Billing - Billing
Operations is recommended
Sales Journal for configuration of Error
Management.
Payments
Duration 1 day
Reporting
Content Understanding the Financial
Assurance Architecture

Setting up Options and EPM

Functions

Creating Aggregate
Definitions

Configuring the Aggregate

Viewer

Configuring Reporting
Framework Options

24 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 25