An individual service or service code. You define services on 9XX cards.
An action that removes a charged-off account balance from processing when all attempts at collection fail.
A message indicating that CCS accepted the information that you entered.
A record of debit or credit entries, along with a balance, resulting from services ordered by a customer. You can manually build an account prior to submitting an order. CCS automatically creates an account if one does not previously exist, based on the information entered on the order. The customer can select the cycle date for each of his accounts. � An account can consist of many lines of business (LOBs). CCS assigns the customer's System, Principal, Agent (SPA) number to the account from the highest priority LOB as defined on the house record. An account cannot bill for services from several service locations. Up to 10 accounts can exist at one location. � The word account is synonymous with statement.
A group of accounts that belongs to an organization or customer entity.
The 16-digit number that identifies the customer's account(s). A customer can have multiple account numbers. The account number is tied to the customer's System, Principal, Agent (SPA). See also System, Principal, Agent (SPA).
An action that moves monetary data and account history from one account to another.
The current dollar value of the customer's account based on the number of months since the customer's initial connection date.
An electronic funds transfer (EFT) initiated by an organization at the request of a customer.
A graphical user interface (GUI) that provides access to information in the voice database tables. Backoffice controls how ACSR for ACP Voice windows appear and stores the parameters that determine how your customized version of ACP Voice functions. See also ACSR for ACP Voice.
An Advanced Customer Service Representative (ACSR) feature that uses Citrix's Independent Computing Architecture (ICA) technology to allow CSG to provide you with access to ACSR without having to maintain servers at your site or load software on each workstation at your site.
A graphical user interface (GUI) that lets customer service representatives (CSRs) manage customer care and billing functions for a voice business. CSRs can create a single order for video, voice, and high speed data (HSD) services using ACP Voice. See also ACP Voice Backoffice.
A series of actions that CSG takes against a customer account at specific intervals throughout delinquency.
An action that updates an order to reflect changes to equipment. Activating an order also updates accounting and inventory information to reflect changes in equipment status.
The process initiated by your customers when they sign up to have their bills delivered to their choice of Web sites. This allows your customers to begin paying bills online through consolidator services in CSG Care Express.
A Component Object Model (COM)-enabled application program interface (API) that gives CSG clients the ability to access the Advanced Customer Service Representative (ACSR) domain object layer to retrieve information, perform transactions, and supply output to their user interface.
A component of the voice Service Delivery System (SDS) that performs Master Street Address Guide (MSAG) validation on service addresses that are loaded into the voice database.
The first address line of a house record. This line usually includes the lot number and street name plus an apartment, suite, or box number.
The second address line of a house record. This line usually includes additional address information, such as a building or office complex name.
The provisioning of services, events, and equipment features from a remote location by use of an addressable controller.
A device used to communicate authorization changes using set-top boxes. The device is typically a PC with software created by the set-top manufacturer (e.g., Jerrold, Scientific Atlanta [SA], Pioneer).
A set-top box that supports the capability of an organization to direct programming to a service location (e.g., house) on demand.
A correction to an account balance.
CSG's flexible, functionally rich, customer-centric platform that supports an advanced business environment. See also CCS and Advanced Customer Service Representative (ACSR).
CSG's graphical user interface (GUI) to CCS, its customer care and billing product. ACSR lets customer service representatives (CSRs) move through customer inquiries and other transactions using the PC's mouse rather than requiring CSRs to memorize transaction codes. See also CCS.
A network provider used by CSG to establish communication circuits to your location.
(1) In the voice Service Delivery System (SDS), an agent performs a specific subset of tasks within the overall SDS functionality. (2) In the voice Usage Handling System (UHS), an agent receives and sends values to and from the Event Manager to perform a specific task in a given workplan.
A secondary accounting level, such as a franchise or geographical area, within a Principal in a System, Principal, Agent (SPA) number.
A standardized mapping of particular characters to the values from 0�127.
An Oracle database that takes customer and interaction information from CSG Vantage and transfers it to the modeling engine.
See application server (app server).
The set of services that a computer's operating system (OS) makes available to programs that run under it. APIs allow an application to tie into other software packages. For example, the Microsoft Windows API makes it easy for developers to build applications that look and work like other Windows applications.
A server that contains proprietary vendor software responsible for communicating with set-top boxes and the Digital Network Control System (DNCS).
An external provider of subordinate services, such as directory listing and enhanced 911 (E911) service.
A follow-up component of the Customer Interaction Tracking (CIT) planner that you use to schedule events, such as a meeting or conference call.
An association that must be created between a customer and a house before you can enter an order. This association is also referred to as customer/location. See also customer/location.
A form of automated transaction processing that includes event ordering, balance inquiry, order activity, and outage detection.
A trail that shows account activity details for auditing purposes.
See authorization code (auth code).
See authorization profile (auth profile).
The addressable controller's ID for an event with which it is associated. You can find this code on the PPV INQUIRY AND UPDATE (PIU) screen in CCS. Code table PA (CTD-PA, PROTOCOL SPECIFICATIONS) lists auth codes.
A profile that defines equipment status, service codes, and events. You use an authorization profile for equipment provisioning. You define this profile through the AUTHORIZATION PROFILE INQUIRY AND UPDATE (AIU) transaction in CCS. See also package name.
An individual who is authorized to use CheckFree consolidator services in CSG Care Express. Your customers can authorize additional users to access the same service.
An action that changes a delinquency status or cancels an outage situation. This action also cancels a non-pay disconnect job when a customer makes a payment.
A type of job that CCS generates because a non-paying customer has met delinquency parameters.
A group of financial institutions that have formally agreed to exchange funds and data electronically through the Federal Reserve Bank.
A telephone facility that manages in-bound telephone calls and handles them based on the telephone number called and an associated database containing handling instructions.
A letter that generates when an account reaches a particular delinquent or overlimit status.
A database feature of voice enhanced 911 (E911) services that provides information such as name, telephone number, address, nearest cross street, and special pre-existing conditions. Local telephone service providers supply the database with the information, and the local telephone company or another agency usually maintains this information.
(1) A form of encoded information sent in a telephone call that provides the caller's telephone number to the distant end (i.e., the number being called). This information is generally delivered to the distant end between the first and second rings and is used for billing purposes, caller ID, or enhanced 911 (E911) services. (2) A form of automated event ordering that is characterized by the use of a source code on event records.
An action that converts the a la carte and package services into packages that offer customers the best buy for their money.
A feature of CSG Workforce Express (WFX) that routes technicians to work assignments based on a technician's skills or job type, available time, and proximity to the work site.
The process of automatically scheduling automatically generated non-pay jobs.
An automatic process that shuts off services based on defined delinquency parameters.
A group of catalog items that is available for sale to a particular dwelling or customer. This functionality allows you to restrict the services that a customer service representative (CSR) can view and sell to a customer.
Blocks of time available each day for scheduling jobs.
A delinquent account for which CCS is seeking collection but the balance was removed from outstanding accounts receivable. See also charge-off.
The difference between debits and credits posted to an account.
A type of envelope featuring a second perforated flap attached to the envelope flap. You use this type of envelope to promote a special product or service.
(1) For systems using the Pioneer resident application, CSG routes Business Applications Support System (BASS) transactions directly to the BASS server. (2) In a pure Scientific Atlanta (SA) environment, all transactions (i.e., Business Operations Support System [BOSS] and BASS) are routed to the Digital Network Control System (DNCS).
An address that identifies a Business Applications Support System (BASS) server to a client network. The system or vendor installing the equipment assigns this Internet Protocol (IP) address.
A group of monetary transactions, such as payments, pre-payments, or deposits, posted at the same time.
The intended total of all the payments in the batch.
A number that identifies the batch on the batch header.
The first 2 positions of the bridger address.
A voice process that controls which records are processed during a particular toll cycle.
The CSG Care Express process by which CSG submits or delivers billing data to CheckFree for electronic delivery to your customers.
A term used to describe bill information that includes the bill amount, due date, biller name, and a link to the online bill in CSG Care Express.
The CSG Care Express client offering electronic billing and payment services through CheckFree's network of more than 850 Internet sites, as well as bank or other financial Web sites.
A CSG Care Express term used to describe a particular type of electronic billing and payment service, which is offered directly through a biller's Web site and has the same look and feel as the biller's Web site.
The beginning and ending billing dates for charges.
The period of time during each month when CCS generates bills.
A process that is used by the Line Information Database (LIDB) interface to determine whether to block third-party number and collect calls.
A time frame that details the period for which CCS calculates charges (e.g., bimonthly, quarterly). Code table 27 (CTD-27, BILLING PERIOD TYPE) lists billing periods.
The telephone number used to identify the customer's account for the billing components.
Information that identifies the billing name and address for the account if that information is different from the customer's name and address.
A series of links that typically appears at the top of a Web page. These links indicate to users which path(s) they have followed to access a certain Web page. Users can usually click any of the previous links to return to previous pages.
A piece of your site's cable plant equipment that connects different geographical segments of a given plant.
The address of the bridger that services the dwelling. Bridger address records contain the last assigned equipment address used for polling and the highest equipment address that you can assign. The bridger address consists of a 2-position code that identifies the bidirectional control unit (BCU), a 4-position code that identifies the bridger gate control (BGC), and a 2-position code that identifies the bridger private (BPR).
The middle 4-position code in the bridger address. BGCs are attached to bridger control units (BCUs).
The last 2-position code in the bridger address. BPRs are closest in proximity to the house and are attached to bridger gate controls (BGCs).
A server software component that connects the mainframe (i.e., CCS) to your site's server. The actual communication process is performed through the UNIX/Sun operating system (OS) so that the workstations at your site can communicate with the mainframe. The Brixton software allows the workstation to act as an extension of the mainframe and connect to your site's local area network (LAN) for e-mail and Internet access.
A process that specifies that CCS bills one account for all or part of the services provided to a number of dwellings. The billed account is the bulk master, and the dwellings receiving services are bulk subservients.
The billed account in the bulk billing process.
A plan that allows the customer service representative (CSR) to set the price for a customer at the time the service is ordered. Bulk plans are typically used when an organization is purchasing plans in bulk, such as a company that is purchasing an e-mail account for each employee and has negotiated a bulk-rate price with the provider. Also known as variable-rate plans.
The dwellings receiving services in the bulk billing process.
A specification document that addresses how digital set-tops are provisioned for pay-per-view (PPV) and impulse pay-per-view (IPPV).
A specification document that addresses how digital set-tops are provisioned.
A signal indicating that a called telephone line is busy.
A high-speed video device providing an interface between a hybrid fiber/coax infrastructure and customer devices or local area networks (LANs). Cable modems offer a high-speed connection to the Internet. Technically speaking, a cable modem is not a modem at all but a broadband network bridge.
A detailed record that collects and records information about incoming and outgoing telephone calls, such as who made/received them, where they went/where they came from, what time of day they happened, and how long they took.
A person calling to request service.
A type of line information database for voice that contains caller ID information.
A marketing promotion for a particular area or service. Use the CAMPAIGN CODE INQUIRY/UPDATE (CSD) transaction to add, view, update, or delete campaign codes.
A reason that explains why CCS canceled an order. Code table 10 (CTD-10, Work Order Cancel Reasons) lists these reasons.
A code assigned to long-distance providers. By dialing a 1 plus the CIC, you can use a long-distance carrier other than the primary one assigned to you with your telephone service.
An informational or trouble ticket that you open in biller care to alert CheckFree of any issues reported by your CSG Care Express customers.
A voice service or product that CSG can provision for a customer, such as call waiting or call forwarding. Catalog items are also referred to as catalogs.
CSG's mainframe-based, customer care and billing system. CCS is a transaction-driven billing solution that serves the video, direct broadcast satellite, voice, and high speed data industries. CCS supports financial management and reporting systems, inventory control, customer service orders, and repair scheduling.
A technology that folds packets of data into envelopes (or packets) that are sent at very high speeds during pauses in cellular phone conversations. It allows digital data to be sent to an analog cellular phone.
A local telephone switch that routes local telephone calls.
A port used by several different CSG clients simultaneously. This port is most often assigned to vendors who provide service through equipment located at their office as opposed to the client's office (e.g., Telvue).
A method of combining units to schedule jobs. You can chain an install time slot to up to two other install time slots to combine units to schedule jobs. CCS checks the secondary install time slot only if the primary install time slot has work units available but not enough for all jobs on the order.
The status of a delinquent account for which CCS is seeking collection, but the balance is removed from the outstanding accounts receivable.
Chase Manhattan's merchant services division for credit card transaction processing.
The last digit of an account number or statement scan line that CCS uses to validate the account or scan line number.
The process of sending CSG Care Express summary data to CheckFree's network of more than 850 Internet sites, as well as bank or other financial Web sites.
A CheckFree network of more than 850 Internet sites, as well as bank or other financial sites, that allows your CSG Care Express customers to access their bills online.
The act of leaving one service provider for another.
The communications link between CSG and the client and vendor.
A suite of products used to configure and manage broadband modems, including enabling and administering customer self-registration. CSRC is a directory-enabled solution that works with a Netscape Directory server.
A business that offers services to customers and employs a CSG product to provide customer care and billing functionality.
An entity in CCS that contains settings and information specific to each client. You display code tables through the ONLINE CODE TABLE MENU (CTD) transaction in CCS.
The degree of delinquency or overlimit condition required for CCS to place an account in the collections system.
A status that defines accounts that meet the degree of delinquency or overlimit condition required by CCS to place an account in the collections system. Code table 37 (CTD-37, INTERNAL STATUS CODES) lists internal status codes.
A history of accounts that currently have or previously had a collection status.
An online collections system that monitors delinquent or overlimit accounts.
An enterprise application integrator between disparate applications and hardware devices. CAP resolves the differences between individual system components that must communicate with each other by providing protocol conversion, message translation, and data-routing services. CAP provides the infrastructure for a message-based component application system.
(1) A 6-character ASCII code used to identify a building or site, often incorporating part of the names of a city and state. (2) An 11-digit, alphanumeric code developed by Bellcore as a method for identifying physical voice locations and equipment. The �silly� code is used for many purposes, such as finding a particular piece of voice equipment or lines. In some cases, the CLLI code is sent to a Line Information Database (LIDB) to identify a particular voice switch for routing purposes.
A standard that allows program objects to exchange information with other program objects regardless of what programming language they were written in or on which operating system (OS) they run. See also Object Request Broker (ORB).
A telephone service provider that offers customers local and long-distance service. Originally, these providers offered a way to bypass local telephone service and connect directly to the long-distance network.
A term used to describe voice carriers that are able to compete for providing telephone service in the deregulated telecommunications environment. CLECs can build or lease local loops from the incumbent local exchange carriers (ILECs) at wholesale rates for resale to end users.
The date that you complete a job.
A form letter in CCS that is written by your site and mailed directly to the customer or in bulk to designated customers.
A computer file containing all computer letters written by your site.
A term that refers to more than one customer using a service at the same time. For example, if two individuals dial up at the same time using the same user name, a provider can track and charge for the concurrent usage.
A term used in risk management processing to indicate that an account is open and active, as opposed to an unpaid closed account (UCA).
An account within an account hierarchy that bears the financial responsibility for charges incurred by the organization.
A device that is typically a PC with software created by the manufacturer of the equipment that it supports (e.g., Motorola, Scientific Atlanta [SA], Pioneer).
A type of account creation that can occur manually or automatically when you enter an order to connect a customer.
The amount of credits that exceed debits on an account.
The dollar amount of credit extended to a customer for pay-per-view (PPV) transactions.
A daily collections interface partner.
A daily collections interface partner.
A CSG interface for the Internet that enables your customers to view and pay their bills online from their own PCs using a standard Internet browser. This type of software product is often referred to as an electronic bill presentment and payment (EBPP) program. See also electronic bill presentment and payment (EBPP).
CSG's solution that provides a medium for managing and constructing operational and marketing correspondence in the form of a letter through the CSG DirectNet product. See also CSG DirectNet.
A CSG service that uses the Enhanced Statement Presentation (ESP) product to provide a mechanism to allow billing information to be retrieved and formatted easily and dynamically as customer statements are printed.
A self-care, Web application that allows CSG clients to gain real-time access to statement production statistics regarding jobs processed in CSG's Statement Processing Center (SPC).
An XML interface that provides a mechanism for clients to use to communicate with core CSG products through XML. See also Extensible Markup Language (XML).
A CSG product that provides messaging and call center statistical information delivery to customer service representative (CSR) desktops.
A CSG product that works with Advanced Customer Service Representative (ACSR) to reduce the time that customer service representatives (CSRs) spend on the telephone speaking with customers. With CSG Screen Express, as soon as the resident automatic call distributor (ACD) unit routes a call to the appropriate CSR's telephone, the CSR receives the customer's account data automatically on his computer screen.
An application programming interface (API) that provides a mechanism for you to use the open standards of the Extensible Markup Language (XML) to communicate with core CSG products, such as CCS.
A CSG software program that enables you to view and print a copy of a customer's Enhanced Statement Presentation (ESP) statement.
An optional component of CSG Workforce Express (WFX). CSG TechNet requires a wireless communications device with expanded capabilities to enable a technician to receive and process jobs in the field. Technicians receive job information in real time, which can reduce or eliminate paper jobs.
A CSG product that offers data analysis for general and detailed operational review and reporting.
A CSG job management tool for dispatchers and field technicians. It is designed to increase productivity, help prevent missed appointments, improve customer service, and reduce the time spent communicating between dispatchers and field technicians when combined with CSG TechNet.
An application within the CSG Workforce Express (WFX) suite that lets you process orders and assign and dispatch technicians. Workforce Management also includes a dispatch-messaging feature.
A person or organization requesting services or tasks from the client. A customer can have zero to many accounts at each service location, and a customer must exist prior to account creation. Also known as subscriber in some CSG product documentation.
A number that identifies the account. This number consists of a System number, Principal number, Agent number, sequence number, and check digit. CSG programs automatically assign account numbers when you enter a connect or reconnect job.
A voice interface used to forward information about a customer's long-distance provider.
Customer-level discounts that are assessed and assigned by CCS prior to being associated with a customer. Customer discounts are designed to look across all a customer's accounts at one location when performing discount evaluation. customer service representatives (CSRs) have no involvement with the application of customer discounts. These discounts are applied on top of other discounts that the customer may receive and remain associated with the customer until changes to services cause the discount to be re-evaluated.
A record that identifies selected information from the customer record combined with equipment information.
An add-on module for CSG's Advanced Customer Service Representative (ACSR) and ACSR Telephony programs. customer service representatives (CSRs) use CIT to enter notes, log information, and schedule reminders.
A unique 13-digit number that identifies the customer. This number is not associated with the customer's System, Principal, Agent (SPA).
A record that contains current and historical information for an individual customer. CSG programs create the customer record when you enter a an order requesting installation of services at a dwelling. The account number identifies this record.
The person at your site who takes incoming customer calls for service, service issues, or billing questions.
Verbiage used to reference a customer at one of his specific locations.
The day of the month that CCS produces an account statement. The SET CYCLE CODE field on User Data File (UDF) card 099 determines whether you can manually set billing cycle codes.
Any activity that occurred on an account since the creation of the last statement.
The process of entering information into CSG programs through a computer terminal.
A specification for transmission of data over a cable network that has been approved by the International Telecommunications Union (ITU) as an international standard. DOCSIS was developed by Multimedia Cable Network System (MCNS), a consortium consisting of CableLabs and a consortium of North American clients.
The number of days since an account cycled for the second consecutive time without a payment for the balance due.
The value that CSG programs use when you do not specify a value in a field.
An adjustment that posts to an account at a future (deferred) date.
A group of monetary charges from one to many accounts receivable (A/R) categories that you deem similar and view as a single unit.
A value that refers to customer delinquency. Code table 39 (CTD-39, Delinquency Status Codes) lists these values.
A predefined set of information that defines the global criteria that must be satisfied before a delinquency action is taken.
An account that cycles with a debit balance and then cycles again without a payment for the balance due.
A statement created upon request between cycles. This statement shows charges posted to an account from the beginning of the current cycle through the day that you request the statement.
A sum of money collected as security against assigned equipment or a potential credit risk account.
An order or customer payment in a monetary batch or a line item on a statement.
The sound that you hear when you pick up a telephone. This signal is sent from the telephone company to indicate that you can dial a number.
A hardware and software solution created by CSG that allows the CSG mainframe to communicate with the Digital Network Control System (DNCS).
An electronic identifier for a piece of equipment.
An addressable controller in the DigiBOSS architecture. Scientific Atlanta provides this controller.
High-speed Internet access carried over telephone lines (i.e., copper twisted pair) versus a coaxial cable, such as in high speed data (HSD).
Telephone calls to carriers requesting information. These calls are usually billed at a standard rate.
The process of having your telephone number and address published in the local telephone directories/books. Generally, there is no charge for listing a residential number.
A piece of equipment without enabled services assigned to a customer.
A type of job that discontinues service to a customer. Code table 32 (CTD-32, WORK ORDER TYPES) lists job types.
A temporary or permanent reduction in charges for specified services or events. A discount code determines the amount of the discount and the length of time that it will apply to a service or event.
A 2-position code that determines the amount of a discount and the length of time the discount will apply to a service or event. Code table 44 (CTD-44, Discount Code Information) lists discount codes. Code table 45 (CTD-45, Event Discount Codes) lists event discount codes.
A term that refers to all the jobs that have been scheduled for a specific date.
A feature in CSG Workforce Express (WFX) that allows text messages to be sent between dispatchers and technicians.
A term that refers to all pending credit adjustments, except for deferred adjustments.
A specific definition that follows the rules of Standard Generalized Markup Language (SGML).
A set of network addresses. A domain is defined by the Internet Protocol (IP) address. All devices sharing a common part of the IP address are said to be in the same domain. See also subdomain.
A server that runs behind the scenes to match a name, such as a Web site address or a user's e-mail address, to the corresponding Transmission Control Protocol/Internet Protocol (TCP/IP) address. For example, DNS maps the address name http://www.sonisys.com/ to the numeric TCP/IP address that is assigned to that computer.
The time that batch processing begins and online processing becomes unavailable for data entry in CCS. See also up system.
A type of job that discontinues specified services from an existing account. Code table 32 (CTD-32, WORK ORDER TYPES) lists job types.
An action that sends data from CSG to the addressable controller or server. You can have the download initiated automatically or manually. The data type that is sent is dependent on the type of download initiated.
An action that removes products or services from a customer's account.
A direction of information flow in a communications circuit. There are two directions of transmission: coming to you and going away from you. Downstream refers to the transmission coming toward you. See also upstream.
The location of the dwelling's service entrance. Code table 16 (CTD-16, Drop Location Codes) lists these codes.
An identification number of the tag on the line where the physical drop goes into a dwelling.
An activity that is taken against a delinquent accounts receivable (A/R) account to encourage the customer to pay his delinquent balance.
A value that you assign to an account indicating its credit risk.
A select group of action items that are applied against delinquent accounts in the Accounts Receivable (A/R) System. Plans are made up of a dunning group, the number of days delinquent, a delinquency family, and an action item ID.
A code indicating the type of dwelling that receives service. Code table 00 (CTD-00, Dwelling Type Codes) lists these codes.
A program that receives addresses and validates them against enhanced 911 (E911) format requirements.
A Service Delivery System (SDS) component that provides a bidirectional interface for sending enhanced 911 (E911) data to service providers and receiving response files from those service providers capable of sending response files. This component also can be a unidirectional interface for sending E911 data to service providers that can receive E911 data but cannot send response files.
An electronic representation of a billing statement received by a customer from a particular biller using consolidator services in CSG Care Express.
An e-mail message sent to your CSG Care Express customers to remind them that they have received an e-bill. The interface sends an e-mail message to your customers who have a new e-bill that has not been viewed after five days.
An action that verifies data that you enter.
A date that determines when a service is in effect.
A feature in CSG Care Express that enables your customers to view and pay their bills online from their PCs using a standard Internet browser.
A common gateway developed by AT&T to interact with multiple local exchange carriers (LECs) to obtain and verify customer address information.
A payment or deposit that is submitted to the banking system by way of an electronic transmission (e.g., debit card purchases, automated teller machine [ATM] transactions, wire transfer transactions).
An emergency reporting system where an individual calls a common number (i.e., 911) for all emergency services. The telephone call is answered from a common answering location that analyzes the nature of the emergency and dispatches the proper response teams. Basic 911 becomes E911 service when the Automatic Number Identification (ANI) and automatic location identifier (ALI) features are added to it. With these two features, the operator can automatically identify the originating telephone number, the originating address, and the closest emergency units to dispatch.
An Advanced Customer Service Representative (ACSR) feature that expands the campaign system to provide you with the means to create and administer campaigns based on a wide range of criteria and eligibility rules.
A CSG product that allows you more flexibility in customizing your past-due notices.
A CSG product that provides you with the ability to design customized statements from a series of templates or from existing statement layouts. You can also add customized graphics, logos, or sales messages.
The process of adding your customers to CheckFree's system so that they can activate and use consolidator services in CSG Care Express.
A term that identifies CSG's internally developed messaging standard that organizes request and reply records over a Transmission Control Protocol/Internet Protocol (TCP/IP) data stream. The program sends messages either synchronous (i.e., sends one message and waits for a response) or asynchronous (i.e., sends multiple requests without waiting for a response). EIP provides no encryption or authentication.
The number that voice carriers, not chosen as a customer's primary carrier, provide for customers to dial instead of 1 to bypass their primary carrier and use another carrier's service.
A physical device used to provide services.
A piece of equipment's polling address. You can maintain this address on the equipment record if you activate the equipment inventory system on User Data File (UDF) card 065 and on the equipment record.
A piece of equipment's special functions that you can either enable or disable through the billing system interface (e.g., remote control, last channel recall). Code table 46 (CTD-46, EQUIPMENT FEATURES) lists valid features.
A record that identifies equipment information. CCS identifies the equipment record by the equipment serial number and equipment type code.
A number assigned by the manufacturer and imprinted on the equipment for hardware identification.
A code that identifies a group of equipment. Code table ET (CTD-ET, Equipment Type) lists valid codes.
A message that indicates that CCS rejected the information that you entered.
A number created against the Z or L number to specify the common parameters associated with each download record assigned to an event.
A record that contains all information specific to one event that is required by the addressable controller to create a corresponding record for the event after initiation of the download.
A UNIX-based server that receives the data stream from the mainframe and then sends that data to the Statement Processing Center (SPC) for printing.
(1) Any action initiated by an external source, such as a switch, that requires calculation and rating, such as a telephone or Internet hookup. (2) A term that identifies a customer-requested activity that is viewed and billed at a specific rate. Also called pay-per-view (PPV) or PPV event. (3) An occurrence defined in the addressable controller with a specific start date, start time, channel, end date, and end time.
An identification number that allows CSG to keep track of event records.
The main component of the voice Usage Handling System (UHS). This component passes event data to agents defined in the application's workplan file and receives codes indicating processing success.
CSG's rating and discounting program used with the Usage Handling System (UHS) to process voice customers' call detail records (CDRs).
A list of dates and times when events are occurring. This schedule is typically grouped by supplier or channel.
The vendor that provides the pay-per-view (PPV) feed that you market to your customers.
A change to an account, house, or item value that is configured in CCS, which causes a notification message to be sent to the external system. See also external system.
A category of one or more specific usage actions. For example, directory assistance and local calls are voice events that can be grouped into one type. Pay-per-view (PPV) events can also be grouped into types. Code table EC (CTD-EC, EVENT TYPE TABLE) lists valid PPV event types.
A term that refers to types of activity considered to be out of the ordinary; accounts defined by these categories can appear on the exception reports. User Data File (UDF) cards 011 and 012 control the accounts and categories.
An agent in the voice Usage Handling System (UHS) that processes errors or exceptions encountered by other agents.
A process used to monitor and control accounts that are out of the ordinary and that may require special action.
A group of telephone line numbers with a common numbering plan area (NPA) and numbered exchange (NXX). Each exchange can have telephone line numbers from 0000 to 9999.
A Bellcore standard interface for the exchange of telecommunications information between carriers.
A mathematical concept where a binary operator (i.e., ^) makes a bit-by-bit comparison between two numbers. For each bit position, the resulting bit is 1 if one or the other, but not both, of the corresponding bits in the data is 1. EXAMPLE: (10010011) ^ (00111101) = (10101110)
A national credit bureau database formerly known as TRW. The credit verification service uses this database to approve or decline customer requests for service.
Scientific Atlanta's name for the digital set-top used with the Digital Network Control System (DNCS).
The option, which is available to local telephone carrier customers, that allows them to access calling areas usually classified as long distance at the same rate as a local call.
An 8-bit encoding method that represents 256 characters, numbers, etc.; it is used mainly on IBM and IBM-compatible mainframe computers.
A meta-markup language that allows a developer to define an infinite number of business-specific markup languages used to format documents for the World Wide Web (WWW).
The current condition of an account (e.g., active, disconnected, charged-off). code table 36 (CTD-36, External Status Codes) lists valid external status codes.
The system that receives changed account information from the CSG gateway. See also event trigger and CSG gateway.
An Internet-like network that a company runs in order to do business with its employees, clients, or suppliers.
Any physical entity through which a provider offers products or services.
A company that owns its own voice switching equipment. These companies provide a dial tone to the customer and all other local services according to the capabilities of their switching equipment. Facility-based companies dispatch technicians on connect, disconnect, and trouble call jobs.
The federal organization set up by the Communications Act of 1934. The FCC has the authority to regulate all interstate communications (i.e., radio, television, wire, satellite, video) originating in the United States.
A term that indicates how a telephone number is retrieved. Of the two types, SNA and INV, only INV is supported.
A specific area of a window, dialog box, screen, or report that contains data.
The standard protocol used to exchange files between computers on the Internet using Transmission Control Protocol/Internet Protocol (TCP/IP).
A software tool used to narrow a list of data (e.g., orders, technicians, vehicles, local notes) based on user-selected criteria.
A CSG product that provides customers with operational efficiencies, including credit verification, risk management, Paybill Advantage credit card processing, and auto-check refunds. This product reconciles issued and paid checks, provides toll-free inquiry service 12 hours a day, maintains secure records, checks inventory, delivers timely and accurate reports, complies with states' unclaimed property laws and franchise refund requirements, and issues stop-payment and re-issue checks.
The number of jobs that you can schedule first thing in the morning for installation and repair (I/R) technicians.
First Data Corporation's merchant services division for credit card transaction processing.
A credit card processing vendor.
A plan that has a predefined, monthly recurring charge in CCS.
A predetermined arrangement of characters, fields, or lines.
A screen with preprogrammed spacing; use for data entry.
A status in ACSR Telephony that indicates whether a telephone number is available for assigning to a customer.
A CSG server that is responsible for receiving all files sent through File Transfer Protocol (FTP) to CSG. This server acts as a firewall between your location and CSG's mainframe. Only Internet Protocol (IP) addresses registered with the FTP server can gain entrance and add files.
An address that identifies the File Transfer Protocol (FTP) server to the CSG network. The Internet Protocol (IP) address is permanent and part of the FTP client in the DigiBOSS Application Gateway (DAG).
A logical division of work. Technicians generally perform each day's work in a single fulfillment center.
A dollar amount that represents the 60-day forecast of your customer's value to you.
A protocol used by Common Object Request Broker Architecture (CORBA) to define how CORBA client and server application processes should interoperate.
A front-end program that provides access to computer functions through windows, icons, the mouse, pointers, buttons, and pull-down menus.
A group within a hierarchy.
An action that commits the order to the billing system and updates all records as closed. If you need to change a closed order, you must create a new order. See also soft close.
(1) The location where a video signal is introduced into the cable plant. (2) A mechanism for routing data to different ports through CSG.
A value representing the headend that services a particular dwelling. Code table 41 (CTD-41, HEADEND CODES) lists valid headend codes.
The centralized addressable control center.
An entity that specifies summary information entered before each payment or monetary order batch. The header totals all monetary details in the batch.
The reason that you separated a job from regular processing. Code table 20 (CTD-20, WORK ORDER HELD REASONS) lists valid held reasons.
The group assigned to the top of the account hierarchy pyramid.
A feature that allows you to connect to the Internet at up to 100 times faster than with a traditional modem. An Internet service provider (ISP), video, and telephone companies can offer HSD. HSD is sometimes known as broadband Internet.
A read-only interaction that has been accepted, rejected, or canceled.
A request to activate or refresh programs and services remotely, using the addressability features of the equipment (used as hit a box).
A code that indicates whether a customer's statement should be held, sent to your site, or mailed directly to the customer.
A statement mailed to your site rather than to the customer.
The event or movie with the lowest number in the Top 40 field on the PPV Order window in ACSR.
A number that identifies a specific house account. This 14-digit number includes a 9-digit postal code, a sequence number, and a check digit. CCS assigns this number when you create a house record.
The condition of a dwelling's serviceability. Code table 07 (CTD-07, House Status Codes) lists valid house status codes.
A high-bandwidth network architecture consisting of fiber-optic and coaxial cables used by video operators to primarily deliver video services.
The language used to construct the pages that make up the World Wide Web (WWW).
The method by which documents are transferred from the host computer or server to a browser and individual users. This method requires an HTTP client program on one end and an HTTP server program on the other end. HTTP is the most important protocol used on the World Wide Web (WWW).
See installation/repair technicians (I/R techs).
A graphical symbol that activates a function when selected.
An ordering mechanism that allows customers to purchase events directly through the addressable controller, bypassing the billing system for ordering.
The ordering of pay-per-view (PPV) events through a customer's equipment.
A term that describes a monetary batch in which the total detail amount equals the amount in the batch header.
A local telephone company that traditionally had the exclusive franchised right and responsibility to provide local transmission and switching services. Prior to divestiture, they were called telephone companies, or telcos.
The time period when a customer receives a particular service free of charge upon connection. You define this value on 9XX cards.
The amount charged to connect a customer.
Personnel assigned to install or disconnect services and repair equipment.
A risk management service that verifies a potential customer's identity and evaluates his credit worthiness before he receives access to a company's services.
(1) A term that refers to contact with a customer through any communications method (e.g., telephone, e-mail, fax). (2) A component of Customer Interaction Tracking (CIT) that you use to track activities and interactions logged on an account, based on code table AR (CTD-AR, ACTIVITY REFERENCE NO) settings.
(1) A system that allows individuals to access information from a database and receive it either verbally with a touch-tone telephone or on a PC through the Internet. (2) A system that enables callers to perform certain activities, such as placing an order, without intervention by customer service representatives (CSRs).
A term that refers to equipment technology consolidated into a multi-port unit typically installed outside the home. Your technicians permanently connect each port on the unit to the equipment used by a customer. You can authorize or unauthorize the unit just as you do any addressable piece of equipment.
Any common carrier authorized by the Federal Communications Commission (FCC) to carry customer transmissions between local access and transport areas (LATAs). Also called IXC.
(1) An electronic gateway into, out of, or among various CSG servers and systems. (2) In the Service Delivery System (SDS), a means of communicating with an application service provider (ASP). (3) The Web site or portal at which your CSG Care Express customers receive their e-bills.
A language used to describe the interface of a software system's functions and routines. IDL is used by Common Object Request Broker Architecture (CORBA).
A process that allows a customer to keep his telephone number when changing local or long-distance service providers. It involves assigning a new telephone number to the customer and assigning a new number to the original number. When the original number is called, the database searches for the new assigned number and forwards the call to it. You still maintain the original number but actually use the new number.
A term that refers to voice services that originate in one local access and transport area (LATA) and terminate outside that LATA. A long-distance company must carry these calls unless they receive a waiver from the Justice Department.
A trunk connecting tandem offices to points of presence (POPs) and connecting POPs to each other.
A code placed on an account to denote whether a customer is delinquent, overlimit, or delinquent and overlimit, or has a credit balance. Code table 37 (CTD-37, Internal Status Codes) lists valid internal status codes.
The 011 that precedes all international calling and notifies the network that you are about to place an international call.
A mapping of General Inter-ORB Protocol (GIOP) onto Transmission Control Protocol/Internet Protocol (TCP/IP), allowing the interoperability of Common Object Request Broker Architecture (CORBA) components over a TCP/IP network.
The part of the Internet's communication language that attaches an address to each packet of information.
A company that provides individuals and other businesses access to the Internet and other related services, such as building Web sites and Web hosting.
A trunk connecting voice central offices to each other and connecting central offices to tandem offices.
Any connection made between two states.
A commercial shown between pay-per-view events.
A private network that uses Internet software and standards and is reserved for use by people who have been given the authority and passwords necessary to use that network.
Any connection that remains within the boundaries of a single state.
A group of exchanges or other services that are available to a voice customer. Inventory groups are associated with geographical boundaries through geographical categories and with availability through availability groups.
The telephone numbers available to assign to a service.
(1) A specific service or action that you offer to your customers. Each item on a job can be completed independently. When the item is completed, billing begins for that item, even if all items on a job are not completed at the same time. Closing all items on a job automatically closes the job. � The word item is synonymous with service. (2) See order line item.
The manual tasks that you must perform to fulfill services requested on the order. CCS automatically creates the job(s) needed to satisfy the order. � Services reside on a job. If all items on a job are closed, the job automatically closes. If all jobs on an order are closed, the order automatically closes. When all services on an order can be provisioned automatically, a job is not created. � Up to 10 jobs can exist on an order. Also known as truck roll.
A unique 6-digit number that identifies the job.
A code that identifies the specific function of the job (e.g., new connect, change of service, trouble call). Code table 32 (CTD-32, WORK ORDER TYPES) lists the valid job types.
The number of jobs that you can schedule as the last thing in the afternoon or evening for installation/repair (I/R) technicians.
A charge assessed on a delinquent account.
A feature in Advanced Customer Service Representative (ACSR) that allows you to manage prospective customers by tracking lead information, such as name, address, and telephone number.
A term that refers to linked customer accounts.
The address in a voice switch.
A database developed by the Regional Bell Operating Companies (RBOCs) to contain origination line number screening, calling card validation, billing number screening, calling card fraud, and public telephone checks. The LIDB contains all the valid telephone and calling card numbers in the region and has the necessary information to perform billing validation.
A Service Delivery System (SDS) interface that provides a means of sending data on your behalf to a Line Information Database (LIDB) manager (i.e., a regional Bell operating company [RBOC] or independent vendor that owns and operates the database).
A number that distinguishes the specific user of a voice exchange. It is the last 4 digits of a telephone number.
A service that a provider offers its customers (i.e., video, high speed data, voice).
A term that is used in reference to the list of values button in ACP Voice Backoffice. You click this button to access a dialog box containing parameters from which you conduct effective database queries.
A system that provides a method for delineating the area within which a local telephone company can offer services and provides a basis for determining how the assets of the former Bell System were divided between the Bell Operating Companies (BOCs) and AT&T.
A geographically localized network consisting of hardware and software. LANs link personal computers, workstations, printers, file servers, and other peripheral devices and typically transmit data inside buildings or between buildings located near each other.
Calls placed to sources within the local service area of the calling telephone number.
A local telephone company that has the right to provide local transmission and switching services. Prior to divestiture, LECs were the local telephone company. After divestiture, they became known as incumbent local exchange carriers (ILECs).
A Bellcore-provided database of numbering plan area/numbered exchanges (NPA/NXXs).
The two-wire connection between a customer and the voice central office. Also known as the last mile.
The ability to change your telephone service provider but keep your original telephone number.
A 10-digit telephone number. LRNs are used in the context of local number portability (LNP).
The response to local service requests (LSRs) between trading partners and your voice company (reseller).
The form used to order voice service electronically from the local exchange carrier (LEC).
The geographical place used for establishing rate and tax jurisdictions. This is typically the place where services and tasks are delivered or performed. One location can have up to 10 active accounts and can be shared by multiple customers.
The payment processing type that you use.
An access port for users in IBM's Systems Network Architecture (SNA) that allows end-user-to-end-user communications.
An address that identifies a particular media access control (MAC) sublayer service access point.
The study of computer algorithms that improve automatically through experience.
A large computer system, used predominantly for business application processing.
The geographical area that CCS uses when scheduling jobs. Code table 40 (CTD-40, Management Area Codes) lists valid management area codes.
A term that refers to computer letters that you request by entering an online transaction.
A voice database containing the mapping of street addresses to emergency service numbers within a given community. This database provides the information necessary for the automatic location identifier (ALI).
A local-area network (LAN) method for controlling access to the media that stores or transmits data.
An internal online note that you use to communicate specific information about a customer.
A list of all memos on file for a particular customer's account.
A term that identifies particular pieces of content (e.g., text, fields, graphics) on the Care Express Web site.
A term that identifies the login script message utility software developed by RJL Software.
The communication mode that you are using with the customer (e.g., telephone, mail).
A sheet of microfilm that contains pages of reduced text. CSG uses microfiche to store its reports.
A structure and corresponding interpretation that summarizes a set of data for description or prediction.
A component of CSG ProfitNow! that takes information from the Analytics data mart and creates a churn score, churn reasons, and strategies for each customer.
A computer device that enables digital data to be transmitted over analog telephone lines.
A device used to communicate authorization changes to modems in the High Speed Data (HSD) interface.
A field that has a white background on a window, which means that you can enter new information or modify existing information.
A part of a program. Programs contain one or more independently developed modules.
A dollar-and-cent transaction that directly affects an account's balance, such as a charge, adjustment, or payment.
A service for which CCS calculates charges each month.
The period of time from the beginning of the month to the current date.
A term that refers to regular statements that have multiple pages.
A CSG client who owns and operates more than one System.
The type of service for delivery and reporting. CCS classifies services as basic, pay service, additional basic outlet, miscellaneous, viewer's guide, or additional pay outlet.
An appointment that is not marked as Completed or In Service before the end of the time slot in which the appointment was scheduled to begin.
A process used to hide the network part of an Internet Protocol (IP) address so that only the host computer portion of the address remains.
The point of demarcation between the local exchange carrier network and the customer premise. The NID is usually placed outside the main body of the premise on an exterior wall. Also called network interface unit (NIU).
The point of demarcation between the local exchange carrier network and the customer premise. The NIU is usually placed outside the main body of the premise on an exterior wall. Also called network interface device (NID).
A type of job for installing service at a dwelling that has never had service before. Code table 32 (CTD-32, WORK ORDER TYPES) lists valid job types.
A type of job that you can complete without an installation/repair (I/R) technician traveling to a location.
A transaction that does not directly affect an account's balance (e.g., name change, address change, telephone number change).
An action that removes all services due to an account's delinquent status.
A banking term indicating that a check or automatic debit is being returned because there were not enough funds in the debit account for the item to clear or be paid. Also known as insufficient funds.
A type of job other than service calls (e.g., connects, disconnects, changes of service).
A term that refers to memory in a set-top box that is not erased when the equipment is shut off.
A shift for which a technician might ordinarily be scheduled but for administrative reasons is not scheduled for that time. Examples include sick leave, vacation, and jury duty. See also override shift.
The assignment of codes and rules for telephone calls routed across the United States and Canada.
A component of Customer Interaction Tracking (CIT) that you use to track the subject, date and time, and operator ID during customer interactions and follow-up activities.
A term that refers to regional centers developed to assist in the implementation of local number portability (LNP) for voice. The NPAC database replaced the Local Exchange Routing Guide (LERG) after number portability was implemented.
The first 3 digits of the 7-digit local telephone number or the middle 3 digits of a 10-digit telephone number. This number is used with the numbering plan area (NPA) and line number to form the entire telephone number.
An industry term for telephone area codes. This number is used with the numbered exchange (NXX) and line number to form the entire telephone number.
A term that refers to middleware that manages message traffic between various programs and objects that reside on a variety of platforms and are connected by a network. When an application sends a message or request to an object, it only needs to identify the object by name; the ORB keeps track of the actual addresses of the objects and routes the request to the specific address space where the object resides in the system. See also Common Object Request Broker Architecture (CORBA).
A process that allows CSG's customer care and billing system to access data to build screens, bypassing the online transaction that it emulates.
A number assigned to you using the Line Information Database (LIDB) interface.
A telephone call placed with the assistance of a carrier's operator.
A code that identifies the person using a computer terminal.
A term that refers to information not in a computer file that is optionally inserted in a manually requested computer letter.
An Oracle product that contains the graphical user interface (GUI) for editing code tables in the Oracle database.
A request from a customer for services. You have the ability to enter an order for services for one or multiple lines of business (LOBs) from a single point of entry. All orders must be associated with a customer and a location. � A single order can have up to 10 jobs. CCS supports one open order of each class for a customer at a single location. There are three types of orders: service orders, trouble call orders, and special request orders. � A customer must be associated with a house before you can enter an order.
A single service or feature that is part of an order (e.g., call waiting, call forwarding). An order line item is typically converted to a single workplan by the voice Work Flow Manager (WFM).
A unique, random number that identifies an order. This number is not associated with the customer's System, Principal, Agent (SPA).
A code that indicates where an order is in the completion process (e.g., open, completed, rescheduled, canceled). Code table 23 (CTD-23, WORK ORDER STATUS CODES) lists the valid order status codes.
A version of a customer's order. The Work Flow Manager (WFM) creates a new version of the order if a customer requests a change to an order that has not yet been completed. WFM then creates new workplans, as necessary, to make the customer's changes in as few steps as possible.
A time frame that defines when a customer can order an event. The order window appears on the event record.
An ordered set of tasks designed to fulfill a single order. An order workplan may include one or more workplans, each of which is designed to accomplish a particular task.
The CSG system used for order entry, order processing, billing, and changes to customer account information.
See operating telephone company (OTC) number.
A condition that occurs if entered monetary batch items do not equal the amount indicated in the batch header.
An early warning mechanism for flagging potential outages.
A term that refers to information that is produced from specific data input.
The status that CCS assigns to an account that exceeds the credit limit assigned for pay-per-view (PPV) charges.
A shift that overrides a technician's regular work assignments. Examples include temporary reassignment to a different management area and changes in shift times. See also non-work shift.
The most recent customer service representative (CSR) who updated an interaction.
An identifier established within the Digital Network Control System (DNCS) that is tied to a service or event. The same value is typically entered on an authorization profile. See also authorization profile (auth profile).
A term that refers to two or more a la carte services combined into a single package code for billing purposes.
An attribute of a voice service, such as the number of rings required before the telephone call goes into voice mail.
A value assigned to a voice parameter, such as requiring five rings before an incoming telephone call goes into voice mail.
The relationship between a group and its subordinate groups, or a group and its leaf accounts.
A CSG program that performs mass changes to data on dwellings and customers.
The account from which your CSG Care Express customer's payments are made.
An account's record at cycle time for each of the last 12 months. The payment history verifies whether the account is current or shows the number of cycles that the account is delinquent.
A credit card processing vendor.
An event for which the customer pays (or is approved for) before the event actually occurs.
An offered strategy that has not yet been accepted or rejected.
A reduction in charges applied to an account as long as the discount code is set.
A security tool used to identify a specific customer.
The component in IBM's Systems Network Architecture (SNA) that manages and monitors the resources of a node. These resources include attached links and adjacent link stations.
A term that refers to basic voice service that supplies single-line telephones, telephone lines, and access to the public switch network. This service has no extra features, such as call waiting or call forwarding.
A component of Customer Interaction Tracking (CIT) that allows you to create follow-ups for reminding an individual or department to contact a customer in the future.
The place where a long-distance voice carrier connects to the local network.
The number of the pole that services a particular dwelling.
A type of communication initiated from the addressable controller to equipment that is requesting impulse purchase information.
The ability that the customer has to take his telephone number from place to place and the ability for 800 numbers to be switched from one long-distance company to another.
A Web site or service that offers a broad array of resources and services, such as e-mail functionality and online shopping malls. The first Web portals were online services, such as American Online (AOL), that provided access to the Web, but today most traditional search engines have transformed into Web portals to attract and keep a larger audience.
A customer's existing telephone number that he was allowed to keep even though he now receives service from a new service provider. The number is considered port in.
The way that e-mail software gets mail from a mail server. It is this POP account that your e-mail software uses to retrieve your e-mail messages.
A software program that is used to gain access to the United States Postal Service (USPS) data in a parsed format. This software works in conjunction with the address completion agent (ACA).
A transaction that posts a pay-per-view (PPV) charge to an account.
A prenotification containing information about a customer's bank account that CSG sends to the appropriate financial institution prior to sending an electronic funds transfer (EFT) transaction.
The process of allocating Internet Protocol (IP) addresses before the physical equipment is actually assigned to the account.
A long-distance telephone company to which traffic from a given location is automatically routed when you call a 1+ number in an equal access area.
A number that identifies a secondary accounting level within a System.
A hard-copy form that contains information that a technician needs to complete the function requested by the customer. You can customize select fields on the printed job.
The CSG department responsible for managing all product- or system-related issues after a service is in production mode.
A specific item or action that you offer to your customers. See also service.
The process that CCS uses to calculate charges for a partial billing cycle resulting from a service upgrade, downgrade, or disconnect.
A device used to connect addressable devices (e.g., addressable controllers, Audio Response Units [ARUs]) to the CSG data circuit. A protocol converter converts synchronous communications to asynchronous communications.
A business entity that provides products and services to customers. A voice business that sells telephone services to residential customers is an example of a provider.
(1) The act of supplying telecommunications service to a user, including all associated transmission, wiring, and equipment. (2) The act of setting up a particular modem on the network and attaching that modem to an account or customer. Once attached, the modem is assigned Internet Protocol (IP) addresses, and the customer has access to the World Wide Web (WWW).
A method that controls the function that the provisioning application performs when a usage type (e.g., CCS event code) is provisioned.
The host node that controls and manages the network. In a connection between an Audio Response Unit/Interactive Voice Response (ARU/IVR) interface and CCS, CCS is viewed as a physical unit (PU) Type 5.
A list of stored computer data, or data entered and waiting for a CSG program to complete the necessary processing. In the voice Usage Handling System (UHS), for example, a queue is used in the process of transmitting data between agents and the Event Manager.
A voice Service Delivery System (SDS) module that operates between CCS and the Work Flow Manager (WFM). The QDDS interface synchronizes the database operated by CCS with the voice database. Any processing error causes the process to stop, and a message indicating the problem is logged to the error file.
The value or cost assigned to a usage event.
An ACP Voice term that refers to the value or cost assigned to a usage event.
A field that appears dimmed on a window, which means that you cannot modify the information appearing in this field.
A processing method where updates are made immediately, rather than held for batch processing.
A type of job for installing service at a dwelling that has had service before. Code table 32 (CTD-32, WORK ORDER TYPES) lists valid job types.
A term that describes equipment that was previously reported as unrecovered and that meets one of the following criteria: The equipment was removed from the equipment record through the subscriber equipment update (SCU) screen in CCS; the account with the unrecovered equipment on file restarts with the close of a job entered through the restart service ENTRY (WRS) screen in CCS.
A payment that is set up to occur again after an interval; occurs time after time.
A number that identifies transactions in CCS. The composition of a reference number depends on the type of transaction that it identifies.
A voice term that refers to the seven original, regional operating companies created after AT&T split. The following list identifies the original seven companies: Ameritech, Bell Atlantic, Bell South, NYNEX, Pacific Telesis, Southwestern Bell (SBC Communications), US West.
The statement produced according to the customer's cycle code and mailed to the customer.
A term that refers to specific Extensible Markup Language (XML) calls within the application programming interface (API) that perform a function.
See resident application (res-app).
The reason that you rescheduled a job.
A voice company that purchases a block of telephone numbers, long-distance minutes, calling cards, or other services and sells (or resells) the services to its customers.
A voice company that receives telephone services through the switching services of another company and then sells the services to its customers. A reseller owns no switching equipment.
The number of days that the UsageIdName used by the ProvisionService Extensible Markup Language (XML) request will remain reserved after the service has been discontinued or unprovisioned.
A vendor application residing on the application server and in set-top boxes. The res-app is instrumental in provisioning a set-top box.
(1) The way that you solved a trouble call problem. (2) A designation showing whether an adjustment request was approved or disapproved.
A code returned by an agent when a voice task fails. The Work Flow Manager (WFM) can read this code and construct an appropriate repair template rather than simply rescheduling the task.
A record of restricted events and customers who have requested to view these events.
A piece of equipment that was on the equipment record prior to a disconnect job close but was removed from the equipment record when you closed the disconnect job.
The highest point of roll up within an organization. A root group is the group at the top of the tree structure.
A program-generated card that contains summary information for a job. You use route cards to assign work to technicians.
A connection point between a multi-protocol network (MPN) data circuit and the DigiBOSS Application Gateway (DAG). The telephone company installing the circuit supplies the router.
A number that identifies the router on a network. The telephone company (or Advantis) assigns this Internet Protocol (IP) number during the installation of the circuit.
The customer's title for use in correspondence (e.g., Mr., Ms.).
A term that refers to separate categories that define job types in the scheduling file. Code table 15 (CTD-15, W/O Scheduling Categories) lists valid job scheduling categories.
A CCS file maintained in the scheduling system that is used to schedule jobs for specific dates and times according to work unit availability and other site-defined criteria.
Groups that show which job types can be scheduled together, must be scheduled together, or must be scheduled separately.
The primary vendor for the Digital Network Control System (DNCS) and other related headend equipment necessary to implement a digital interface.
The CheckFree bill retriever icon. Scout represents CheckFree's ability to match your CSG Care Express customers with their available online bills throughout the CheckFree network.
A protocol used to manage message transmission security over the Internet. SSL uses a program layer located between the Hypertext Transfer Protocol (HTTP) and the Transmission Control Protocol (TCP) layers.
A query that you write to pull data from a database. The resulting data is then output to reports, mailing labels, data tapes, or PC downloads.
The priority order in which service agents need to run in ACSR Telephony. See also sequence number.
(1) An order number that appears on multiple list screens and windows. (2) An order number in the Service Delivery System (SDS) workflow. If the same customer has three orders in the system, each order has a unique sequence number. The Work Flow Manager (WFM) does not begin processing a new order for the customer until the order with the next lower sequence number has a status of Complete or Cancelled.
An inventory number for a piece of equipment. This number is used in conjunction with the CSG equipment type to ensure unique identifiers for all equipment within your database.
A computer or software package that provides a specific kind of service-to-client software running on other computers. The term can refer to a particular piece of software, such as a World Wide Web (WWW) server, or to the machine on which the software is running. A single server machine can have several different server software packages running on it, providing many different servers to clients on the network.
A specific item or action that you offer to your customers. Each service on a job can be completed independently. When the service is completed, billing begins for that service, even if all services on a job are not completed at the same time. Closing all services on a job automatically closes the job. � The word service is synonymous with item.
A subunit within a line of business (e.g., local long distance, calling cards).
A 2-position code that identifies a specific service (e.g., HBO, basic video service). You establish service codes on 9XX cards.
A voice support system that works in conjunction with a task template that flows through various interfaces and handles different verification and provisioning processes. The SDS consists of the following four executables and one adjunct program: Work Flow Manager (WFM); Agent Notifier (AGT); CARE Manager and Evaluator (CME); Queue Data Distribution System (QDDS); HouseKeeper (HSK).
The primary place used for establishing rates and tax jurisdictions. The service location is typically the location to which services are delivered.
A task that changes the voice workplan status so that it cannot be versioned.
A pipe-delimited file of order data saved by the SODF agent.
The tasks (or agents) required to provision a voice order.
A term that refers to categories for services that you provide to your customers (e.g., video, high speed data, local voice, long-distance service).
A batch file that is sent to credit card vendors to process credit card activity.
The device used to change the frequency of a television signal. A headend converter changes signals from the frequencies at which they are broadcast to clear channels that are available on the video distribution system. A set-top box is added in front of a customer's television receiver to change the frequency of the midband, superband, or hyperband signals to a suitable channel (typically a low-VHF channel) that the television receiver is able to tune. Also known as a processor.
A piece of hardware attached to a piece of equipment that is used as a storage device for pay-per-view (PPV) orders.
A categorization of work activities based on the type of work performed. Typical skill groups include installations, trouble calls, disconnects, and special request orders. Within CSG Workforce Express (WFX), skill groups are known as skills and are synonymous with CCS scheduling categories.
The process by which telephone service is switched between carriers without the customer's consent.
A process that automatically reduces an account balance to zero if the balance is less than or equal to a predetermined amount after a customer disconnects.
A term that refers to an order that has been marked as complete in CSG TechNet. The billing system sees the order as open until it is hard closed. See also hard close.
A code that specifies which type of order window appears on the event record.
A statement that CCS produces when one of the following conditions are met: statement is out of balance; statement is requested on demand; statement is generated by an account transfer.
The maximum dollar amount that you can spend when offering strategies to a customer to prevent disconnection.
A term that refers to non-centralized addressable controllers.
The geographical location at which a technician begins his workday.
The dates from which CSG programs calculate charges associated with services.
The document containing billing details and messages that is generated when a customer's account cycles.
A contract between CSG and its clients for a defined job.
CSG's processing center, from which statements are processed and mailed.
An extension of an Internet domain name. See also domain.
A person who pays a fee for the capability of receiving services. This person may also be referred to as a customer in some CSG product documentation.
A computer file that contains information and records for customer accounts.
A service that allows customers to select movies and events (as they would for video on demand) but with an added feature. The customer can view the movie or event when he wants to rather than at a specified time. CCS bills this service at a fixed monthly recurring fee.
A list that contains records of subscription events and customers who have asked to view these events.
A term that defines common values for a given supplier before you build events using the automated build process in CCS.
An event schedule, sent to CSG by the event supplier, that is loaded onto the CCS mainframe.
A mechanical, electrical, or electronic device that opens or closes circuits, completes or breaks an electrical path, or selects paths or circuits to provide voice services.
An IBM synchronous communications protocol where a message may contain any collection or sequence of bits without being mistaken for a control character. SDLC is used in Systems Network Architecture (SNA).
See System, Principal, Agent (SPA).
The CCS designation for a specific client.
The person dedicated to the operation, installation, maintenance, and troubleshooting of your programs.
The CSG business organization hierarchy used to denote a specific client and its geographical divisions.
A proprietary IBM network architecture that contains a set of products used for computing within an enterprise. CSG uses SNA to provide mainframe computing to customer workstations. When SNA is used within the Transmission Control Protocol/Internet Protocol (TCP/IP) environment, workstations have increased flexibility and can function on a local area network (LAN) and on the CCS platform.
An exterior device that allows or restricts the delivery of services to an individual dwelling.
A term that refers to information that is entered into CCS through magnetic tape.
(1) Work that is to be performed in CCS. See also job. (2) An operating system (OS) concept that refers to the combination of a program being executed and bookkeeping information used by the OS. Whenever you execute a program, the OS creates a new task for it. The task is similar to an envelope for the program; it identifies the program with a task number and attaches other bookkeeping information to it.
A number that is associated with each type of task and that allows a program to determine the order in which the tasks need to be scheduled.
A list of common voice tasks that require some sort of interaction to allow the provisioning of voice services.
The current state of a task.
A term that refers to information that tells the Task Scheduler in the Service Delivery System (SDS) which tasks must be performed for a given order line item.
An application within the CSG Workforce Express (WFX) product suite that is used to create technician profiles and manage technician shifts.
A text message sent by a dispatcher to a technician's CSG TechNet device.
The science of communicating over distance by telephone, telegraph, radio, and the Internet.
A server that resides at your site, where it accepts and stores video and voice order information that is collected using the Advanced Customer Service Representative (ACSR) product. In addition, this server handles the inside provisioning of telephone services, such as the assignment and installation of the telephone services on the telephone switch. The TDS also supports an interface from CCS for changes in order status and orders generated during nightly cycle.
The means by which data is transmitted from the voice Usage Handling System (UHS) to CCS. It compiles the data processed by the agents and prepares it for transmission to the mainframe billing system.
A reduction in charges posted to an account for a specified length of time.
A piece of equipment's polling address. You can maintain the terminal address on the equipment record, if the equipment inventory system is activated on User Data File (UDF) card 065 and on the customer's equipment record.
A term that refers to default information for a specific terminal, such as Prin bank, security, and profile.
The process by which telephone order information is verified by a third party. TPV is based on a ruling by the Federal Communications Commission (FCC) in late 1998 that protects consumers from slamming and the additional charges that may be associated with this practice.
A designated interval within a specific schedule (e.g., 8:00 A.M. to 12:00 noon). Jobs are scheduled to fit within time slots for each technician on the shift. Within CSG TechNet, auto-routing does not schedule jobs across time slot boundaries. See also auto-route.
A term that refers to the number of days that a telephone number (TN) is available before it goes into FRE (free) status in ACSR Telephony.
A follow-up component of the Customer Interaction Tracking (CIT) planner that you use to schedule tasks such as writing a memo or calling a customer.
An action that allows you to switch between two computer interface settings or workspaces by pressing a single button or indicator.
The last day for receiving usage for a billing cycle. This is usually five days before each billing cycle.
The dollar amount of the strategies that you offer to a customer.
An action that performs a reconciliation of the addressable controller's database based on the data in the billing system. You initiate this type of download from the Polling Control (PLC) screen in CCS.
A specific set of input data that tells CCS to execute a specific action.
An alpha, alphanumeric, or numeric code that identifies specific sets of information for entry into CCS.
A utility within the CSG Workforce Express (WFX) product suite that is used to send log files to the CSG Product Support Center (PSC) for troubleshooting purposes.
The part of the Internet's communication language that breaks down a message into packets of information before the message leaves its place of origin and reassembles those packets when they reach their destination.
A pictorial representation of account hierarchy. A tree groups relationships and typically resembles a pyramid structure.
The type of job used to service equipment or a signal. Code table 32 (CTD-32, WORK ORDER TYPES) lists valid job types.
The nature of the service problems as described by the customer. Code table 05 (CTD-05, TROUBLE CALL REASONS) lists valid trouble call reasons.
The manual tasks that you must perform to fulfill services requested on an order. Also known as job. See also job.
A processed file received from the rating provider. Detailed daily records are processed and sent to the Data Warehouse database server.
A software program that exists on the central Advanced Customer Service Representative (ACSR) domain server. This program enables your site's server and domain server to communicate by waiting for and then fulfilling requests from programs in the same or different computers.
The unique address of a document or program on the World Wide Web (WWW) or on an intranet.
Coded information used by the local telephone company for billing purposes in relation to service orders and service equipment records.
A term used in risk management processing to indicate that an account is delinquent and disconnected. This term also indicates that the account has an account balance or unrecovered equipment balance equal to or greater than an established dollar amount.
A monetary or non-monetary item that failed to post to an account.
A piece of equipment that meets both of the following criteria: it is defined as rented in the inventory record; it remains on the customer equipment record after a disconnect job is closed on the account.
The time that batch processing ends and online processing becomes available for data entry. See also down system.
A type of job used to add specified services to an existing customer's account. Code table 32 (CTD-32, WORK ORDER TYPES) lists valid job types.
A term that refers to information sent to CSG by the addressable controller in a batch process. An upload is typically associated with impulse purchase information for two-way sites and event information for satellite providers.
An action that adds products or services to a customer's account.
A direction of information flow in a communications circuit. There are two directions of transmission: coming to you and going away from you. Upstream refers to the transmission going away from you. See also downstream.
CSG's term for call detail records (CDRs). This is also known as traffic or messages.
A CSG product that measures the usage of telephone calls for billing to a customer.
A term that refers to major categories of usage events that you define for a provider.
The key file in the CCS customer care and billing program that establishes the parameters for processing all files (e.g., equipment, house, order).
A plan that allows the customer service representative (CSR) to set the price for a customer at the time the service is ordered. Variable-rate plans are typically used when an organization is purchasing plans in bulk, such as a company that is purchasing an e-mail account for each employee and has negotiated a bulk-rate price with the provider. Also known as bulk plans.
A number that refers to the release of a product.
A computer input/output device equipped with a keyboard on which you enter data and a screen that displays information.
A generated message that appears on screens and windows to indicate edits, information, and warnings.
CSG's provisioning and billing solution for 24-hour event ordering.
A logon ID and password assigned by CCS or the vendor installing the equipment when creating a video-on-demand (VOD) account.
A server that delivers video on demand (VOD).
An Internet Protocol (IP) address that identifies the video on demand (VOD) server to your network. This address is assigned by CCS or the vendor installing the equipment.
The central repository for all voice-specific data.
A voice service that is carried over Internet Protocol (IP) and offered by an Internet service provider (ISP) rather than traditional telephone service from a traditional voice service carrier. VoIP can be delivered through the following methods: telephone-to-telephone, computer-to-telephone, computer-to-computer.
The type of job used to remove services at a customer's request. Code table 32 (CTD-32, WORK ORDER TYPES) lists valid job types.
A term that refers to discounted toll services provided by telephone companies on a customer basis.
The core process of the Service Delivery System (SDS). The WFM is a program that is constantly running on the voice server. One of the WFM's primary responsibilities is to control the processing and flow of order task lists.
The individual blocks of time assigned to types of work performed by installation/repair (I/R) technicians. You define these units on User Data File (UDF) card 013.
The processing of data through the voice Usage Handling System (UHS). The workplan dictates the workflow.
(1) An ordered set of one or more tasks associated with a single order line item in the Service Delivery System (SDS). See also order workplan. (2) A blueprint or road map used by the voice Event Manager in the Usage Handling System (UHS) to accomplish the tasks essential to a specific event. The workplan tells the Event Manager what agents to use to collect data to accomplish a specific goal.
The schema used to define XML data structure. See also Extensible Markup Language (XML).
A port that you use to connect an addressable controller. CCS uses this number in conjunction with the Polling Control (PLC) and DIAGNOSTICS MESSAGE LOG (DGL) transactions to monitor data transfer from CSG to the addressable controller or server.
A statement for an account that has a zero balance.
A charged-off customer account.