Incognito
At this point, our subscriber’s services are up and running, but in order to protect business processes and minimize potential disruption to the subscriber’s experience, there must be a mechanism to handle errors. There is potential for a lot of errors throughout the order management cycle, for example:
- The simple but hugely disruptive failure to connect to a third-party system
- A resource is already in use
- Systems timing out when connecting to a third party system due to lack of response
Error Handling
Whatever the reason, the error handling sub-process needs to be able to deal with the error effectively. Some of the ways to achieve this are:
- Retrying the request, sometimes after an interval wait
- Remedial actions if the validation step fails, e.g. the SNR levels are outside of expected thresholds
- Manual intervention, for example:
- Swapping the device
- Changing the details of the requests, e.g. a phone number
- Fixing a network connection and retry
• Failing the request if an issue cannot be resolved, e.g. a subscriber address does not exist
Error handling may involve integration of many components throughout the order management cycle, including:
- Inventory Database
- Address Database
- Product Catalog
- Customer Resource Management (CRM) Platform
- Service Assurance Platform
- Captive Portals
- Order Management/Activation Server
In the final article of the Incognito Order Management Series, we’ll look at how automation is a key component in the end-to-end order management process.
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