Managing Orders

This chapter provides details on creating orders for Provisioning Manager products and services, processing orders, and changing and canceling existing products and services.

All changes to the underlying systems are made through a two-stage process of creating an order and then processing the order. You can set policies for both of these stages. For example, you can configure the system so that one group of users can only create and submit orders, while another group of users can view and perform processing-related activities. Provisioning Manager contains an automation engine which performs the order processing, including service activation and business flow based on how Provisioning Manager is configured.

Viewing Orders

Orders for a subscriber are displayed in the Subscriber Record page for that subscriber.

Accessing a Subscriber Record

If you are assigned the Ordering authorization role, you can access your own subscriber record, and the subscriber records of other users.

Step 1

Select Provisioning Dashboard > Manage Subscribers > Search Subscriber. The Search page appears.

Step 2

Click the desired subscriber. The Subscriber Record page for the selected subscriber appears.

Tip

The Provisioning Dashboard page provides a direct link to the Search page. In the Manage Subscriber pane, click Search Subscribers.

Ordering Products and Services

Using Order Manager, you can create orders for telephone equipment and services. You can create orders for individual products, or you can order bundled products and services.

The length of time it takes to provision an order can vary. To verify if the order has successfully completed, go to the Subscriber Record of the user (see Accessing a Subscriber Record). The products are listed in the Subscriber Record Details section, and the View Orders section shows the order with the status as Complete. Also, you can perform an order search for the order number.

Note Users assigned the Ordering authorization role can add, change or cancel their own orders, or those of other subscribers.

Table 3-1 describes the various Provisioning Manager products and services that you can order.

Table 3-1 Provisioning Manager Products and Services
Product or Service	Description
Phone	You can order a phone that does not have a line or a directory number associated with it.
Phone Service	Consists of a phone and a phone line.
Phone Service with extra line	The same as Phone Service with an additional line.
Enhanced Phone Service	Includes a phone, phone line, and voicemail. The line is automatically associated with the phone that you ordered, and the voicemail is automatically associated with the line. Note When placing an order for Enhanced Phone Service on a Cisco Unified CallManager Express, you must enter the call-forward provisioning attributes. When entering an order, click the Advanced Orders Option button and in the Voicemail Configuration Template provisioning attribute, enter the following commands: `call-forward busy <voice mail port/dn>` `call-forward noan <voice mail port/dn> timeout <seconds>` Note For a Cisco Unity Express Service Area, enter only alphabetical characters in the Voice Mail Display Name field. If you use other types of characters, orders for the subscriber will fail.
Line	You can create an order to add a line or directory number for a user who already has a phone. No shipping, assignment, receipt, or tracking (for returns) steps are required for provisioning a new Line product. Note The Upgrade designation next to the Line product indicates that a line is being ordered for an existing phone. Note For Call Processors the display for a line cannot exceed 30 characters. Make sure that the combination of characters for First Name and Last Name does not exceed 30 characters. If this limit is exceeded, when you place an order, the Call Processor sends an error.
Line on a Shared Phone	You order a Line on a Shared Phone when users require their own separate lines on the same physical phone. When this product is provisioned, the phone and all lines on it are displayed in each of the user's Subscriber Record. The Shared icon () appears next to the lines that are shared in the subscriber record.
Messaging Service	Consists of a phone, phone line, voicemail, and email.
SoftPhone Support	Softphone support enables users to use their PCs either in conjunction with a physical phone (both would ring at the same time), or to run a CTI port, which is a virtual phone (one that is defined on the Cisco Unified CallManager but does not physically exist). Note Cisco Unified CallManager Express does not support SoftPhone. You will not be able to order this products when placing orders on a Call Processor based on a Cisco Unified CallManager Express. Note If you already have softphone support on all your available Call Processors, the Enable SoftPhone Support product will not appear in your product list. If there is a Call Processor available to you, then a list of valid Service Areas appears for the specific Call Processor. When ordering softphone support, you must specify the server name or IP address of the user's computer in the Associated PC field. Although you enable softphone support based on Service Area, you can enable SoftPhone support only once per Cisco Unified CallManager, even if there are more Service Areas associated with the Cisco Unified CallManager. Note The SoftPhone Support product applies to a Cisco Softphone that uses a CTI port. Cisco IP Communicator is another type of softphone application that does not use CTI ports to communicate with the Cisco Unified CallManager, but acts as a regular hard phone with a MAC address. To order Cisco IP Communicator, you must order a physical Phone product, and select IP Communicator as the type of phone.
Extension Mobility access or access with Line	Enables users to log into a specific phone type and have their phone device profile applied to it. This product is available either by itself, or bundled with a line. Note Extension Mobility is available for ordering only if the optional extension mobility details are entered for a Call Processor when it is added to Provisioning Manager. Note Extension Mobility is not supported on Cisco Unified CallManager Express or Cisco Unified CallManager 4.0.
Extension Mobility Line	The directory number/line ordered for a device profile on a Cisco Unified CallManager. It can be ordered as an upgrade when the user already has Extension Mobility Access. Note Extension Mobility is not supported on Cisco Unified CallManager Express or Cisco Unified CallManager 4.0.
Voicemail and Email (bundle)	You can create orders for additional Voicemail and Email products if the user already has a line. Note The Upgrade designation next to the Voicemail and Email Service product indicates that the line product is being upgraded to include voicemail and email. Note For a Cisco Unity Express Service Area, enter only alphabetical characters in the Voice Mail Display Name field. If you use other types of characters, orders for the subscriber will fail. Note When placing an order for voicemail on Cisco Unified CallManager Express, you must enter the call-forward provisioning attributes. When entering an order, click the Advanced Orders Option button and in the Voicemail Configuration Template provisioning attribute, enter the following commands: `call-forward busy <voice mail port/dn>` `call-forward noan <voice mail port/dn> timeout <seconds>`
Voicemail (individually)	You can create orders for additional voicemail products if the user already has a line. Note The Upgrade designation next to the voicemail product indicates that the Line product is being upgraded to include voicemail. Note When placing an order for voicemail on a Cisco Unified CallManager Express, you must enter the call-forward provisioning attributes. When entering an order, click the Advanced Orders Option button and in the Voicemail Configuration Template provisioning attribute, enter the following commands: `call-forward busy <voice mail port/dn>` `call-forward noan <voice mail port/dn> timeout <seconds>`
Email (individually)	You can create orders for additional Email products if the user already has a Line and Voicemail. Note The Upgrade designation next to the email product indicates that the Line product is being upgraded to include email.
Unified Messaging	You can create an order to add the Unified Messaging feature if you already have Email and Voicemail. The Unified Messaging feature allows the retrieval of email from your voicemail, and the retrieval of voicemail from your email. In Cisco Unity, you will be enabling the Text-to-Speech (TTS) capability. In Cisco Unity Connection, you will be enabling the TTS and Internet Mail Access Protocol (IMAP) capability. Note The Upgrade designation next to the Unified Messaging product indicates that the existing email and voicemail are being upgraded to include the Unified Messaging feature.
Unified Messaging Service	A Unified Messaging Service order includes the Line, Phone, Voicemail and Email, and Unified Messaging products. The list of products and services that are available to users is based on user roles and Provisioning Manager system configuration. To modify this list to include the products and services you require, contact your Provisioning Manager administrator.

Note When placing orders for products and services on a Unified Message Processor based on Cisco Unity devices (Cisco Unity, Cisco Unity Connection, and Cisco Unity Express), not all the products and services are available. This is because the devices do not support all products and services. Table 3-2 lists the orderable and non orderable voice products and services for Cisco Unity devices.

Creating orders for all products and services follows the same basic procedure. This example shows the procedure for ordering Unified Messaging Service.

A user may not have access to all products and services. The list of products and services that appear in a given user's Subscriber Record depends on the following:

Table 3-2 Supported Cisco Unity Products and Services
Cisco Unity Device	Products and Services
Cisco Unity	Orderable: •Voicemail and Email (bundle) •Unified Messaging •Unified Messaging Service Not orderable: •Voicemail or Email individually •Enhanced Phone Service
Cisco Unity Connection	Orderable: •Voicemail and Email (bundle) •Voicemail or Email individually •Enhanced Phone Service •Unified Messaging •Unified Messaging Service
Cisco Unity Express	Orderable: •Enhanced Phone Service •Voicemail Not orderable: •Unified Messaging •Unified Messaging Service •Voicemail and Email (bundle) •Email individually

•

User role assigned to the user, and the Domains and Service Areas available to the user.

•

Availability of resources to support delivery within the Service Areas (for example, a Cisco Unity or Cisco Unity Connection system must be available to provide Unified Messaging).

Table 3-3 describes the various fields for ordering products and services. When these fields appear during the order process, they are always required.

Table 3-3 Order Entry Fields
Field/Button	Description
Associated PC	The name (DNS resolvable) or IP address of the computer to be used with the SoftPhone support.
Email ID	Enter the email ID. It cannot contain spaces.
Display Name (Email)	Enter the name to be used in the From field of the email.
Enable Extension Mobility	Select Yes or No as applicable.
Extension Mobility Line	Select one of the following: Auto-assigned—System automatically assigns a directory number. Chosen Line—User specifies a directory number. The directory number cannot include dashes or spaces.
Line	Select one of the following: Auto-assigned—System automatically assigns a directory number. Chosen Line—User specifies a directory number. The directory number cannot include dashes or spaces.
Directory Number	Enter a directory number for the line.
Line Position	The possible line positions appear, indicating whether it is occupied or available. If you select an occupied position (for example, position 2), Provisioning Manager shuffles the existing positions according to the following: •If there is an available position (for example, position 5), after a position is selected, all the occupied lines from the selected position to the last occupied position are pushed one position down (for example, 2 is pushed to 3, 3 is pushed to 4; 4 is pushed to 5). The new line is added into the selected position (position 2). •If there is not an available position after the selected position, and there is an available position before the selected position (for example, position 1), the new line is added into position 1. The existing lines do not shuffle. Note Line position is not supported on Cisco Unified CallManager Express or Extension Mobility Access Lines.
MAC Address	(Optional) Select a MAC address or enter one.
Phone Type	Select a phone type from the list.
Target Phone	Select a target phone from the list.
Phone Button Template	List of available Phone Button Templates.
Service Area	List of available Service Areas.
Unified Messaging	List of available emails to enable Unified Messaging for.
Voicemail Alias	Enter an alias for the voicemail.
Voicemail Display Name	Enter a display name for the voicemail.
Advance Order Options	Clicking this button opens the Provisioning Attribute Management page for the ordered service or product. This allows you to set provisioning attributes when placing an order (for more details on provisioning attributes, see Configuring Provisioning Attributes, page 6-13). Note The Advanced Order Options button is available, only to users that are assigned the Advanced Ordering authorization role.

Step 1

Select Provisioning Dashboard > Manage Orders > Order Subscriber Services. The Search Subscribers for Ordering Services page appears.

•

You can choose a subscriber from the Choose a Subscriber dialog box. The dialog box appears when you click Order Subscriber Services in the Manage Orders pane of the Provisioning Dashboard page (appears when you click the Provisioning Dashboard tab).

•

You can start a new order from the Subscriber Record page, by clicking New Order.

Step 2

Enter subscriber information to search on, then click Search. The results of your search appear.

Step 4

Click the product that you want to order. You may need to scroll down to locate the desired product.

Step 5

Follow the Order Entry wizard, entering the required information for the product.

•

If more than one Service Area is available, the system provides a drop-down list for you to choose from.

•

The Advance Order Options button enables you to access provisioning attributes for the ordered service or product. Only users assigned the Advanced Order authorization role (or Administrator) can access the Advanced Order options. For information on provisioning attributes, see Configuring Provisioning Attributes, page 6-13.

Step 7

After you click Done, the order number appears in the View Orders section of the Subscriber Record.

Ordering Shared Phones and Lines

You can configure both shared phones and lines within Provisioning Manager. The following scenarios are possible:

•

Common shared line—Multiple users share the same line from different phones.

•

Primary shared line—Multiple users share the same line from different phones, but one user's line display is used for all users (for example, a help desk). Users can also have their own lines separate from the shared line.

•

Shared phone—Multiple users share the same phone, but have separate lines from that phone.

•

If the second subscriber orders a line on a shared phone that already has a line with voicemail, email, and unified messaging, he will not see these products for the first line in his subscriber record. This also occurs when a shared line is ordered.

•

If the second subscriber deletes a shared phone, it is still displayed in the subscriber record for the first subscriber, and it is still present in Cisco Unified CallManager. But, if the second subscriber deletes any lines on the shared phone, they are deleted from the first subscriber and deleted from the Cisco Unified CallManager.

•

If the second subscriber deletes a shared line, it is deleted from the second subscriber's phone on Cisco Unified CallManager. But it is still displayed in the subscriber record for the first subscriber, and is still present in the first subscriber's phone on Cisco Unified CallMananger.

•

The first subscriber should not order a new voicemail for the second subscriber's line (that has a voicemail displayed in its own customer record). This second voicemail will fail on Cisco Unity because a voicemail already exists with the same directory number.

Setting Up a Common Shared Line

You can configure a scenario where multiple users share the same directory number by using lines on their own phones:

•

Each user's own phone and the shared line are displayed in their own Subscriber Record.

Step 1

Select Provisioning Dashboard > Manage Orders > Order Subscriber Services. The Search Subscribers for Ordering Services page appears.

Tip

Step 2

Enter subscriber information to search on, then click Search. The results of your search appear.

Setting Up Primary Shared Lines

You can configure a scenario where multiple subscribers share the same line from their own phones, but the primary subscriber's line display takes precedence over the others:

•

One primary user, and one or more secondary users, can all share the same line.

•

The primary user's line display appears on the shared line on all the subscriber's phones.

•

When a secondary subscriber makes calls using the shared line, the caller ID displays the primary subscriber's line display.

•

Subscriber records for secondary subscribers display the shared line as well as their own individual lines.

•

Subscriber records for the primary subscriber display all three shared phones and all three lines as well as the lines of the individual subscribers.

In this scenario, the Help Desk is the primary user that shares a line with secondary users 1 and 2.

User	Line Display	Destination Number
Primary User	Help Desk	123
User 1	User 1	321
User 2	User 2	345

Note For all phones, ensure that you choose a phone model that has capacity for the shared line.

Step 1

Select Provisioning Dashboard > Manage Orders > Order Subscriber Services. The Search Subscribers for Ordering Services page appears.

Tip

Step 2

Enter subscriber information to search on, then click Search. The results of your search appear.

Step 5

Repeat Step 1 through Step 4 for User 2, but specify the directory number as 345.

Step 6

Repeat Step 1 through Step 4 for Primary User (Help Desk), but specify the destination number as 123.

Setting Up a Shared Phone

You can configure a scenario where two or more subscribers share the same phone, but have their own lines and line display information:

•

Caller ID displays the appropriate subscriber's line display when they call other people.

•

Each subscriber's Subscriber Record lists the shared phone, their own line, and the other subscriber's line.

Step 1

Select Provisioning Dashboard > Manage Orders > Order Subscriber Services. The Search Subscribers for Ordering Services page appears.

Tip

Alternatively, you can choose a subscriber from the Choose a Subscriber dialog box. The dialog box appears when you click Order Subscriber Services in the Manage Orders pane of the Provisioning Dashboard page (appears when you click the Provisioning Dashboard tab).

Step 2

Enter subscriber information to search on, then click Search. The results of your search appear.

Step 6

Click Line on Shared Phone. In the Target Phone field, select the MAC address of the first subscriber's phone.

Changing Existing Phones

You can submit an order to replace an existing phone for a subscriber. You can pick the same phone type, or choose from a list of other available phone types for the subscriber. The phone types that subscribers have access to are determined by their subscriber role, and the number of lines on the phone that you are replacing. Phones that do not support the required number of lines are not available during the change order process.

When a phone is changed, all of its lines are transferred to the new phone. The Service Area assigned to the new phone is the same as for the original phone.

Note Users with the ordering authorization role can change their own phones, or those of other subscribers.

•

Any attributes that are not supported by Provisioning Manager and exist on the phone before placing a change phone order will either be reset to their default values or dropped from the phone. For a list of supported attributes in Provisioning Manager, see Table 6-1, Provisioning Attribute Descriptions.

•

Only services that are configured for the Domain will be kept after a phone change order is performed. If any other services existed on the phone, they will be dropped. For a description of the service's business rules, see DefaultServiceName<1-5>, page 6-5 and DefaultServiceURL<1-5>, page 6-5.

Tip

You can also use this process to change phone attributes (for example, provisioning attributes through the Advance Order Options, if you select the same phone type and the same MAC address).

Step 1

Select Provisioning Dashboard > Manage Subscribers > Search Subscriber. The Search page appears.

Tip

You can access the Search page by clicking Search Subscribers in the Manage Subscribers pane of the Provisioning Dashboard page (appears when you click the Provisioning Dashboard tab).

Step 2

Enter subscriber information to search on, then click Search. The results of your search appear.

Step 3

Click the desired subscriber. The Subscriber Record page for the selected subscriber appears.

Step 4

In the Products pane, click the phone that you want to change. The option buttons appear.

Step 5

Click Change. The Order Entry pane appears, displaying a description of the original order.

Step 7

From the Phone Type list, select the new phone. Depending on the type of phone, a picture and/or other phone options are displayed.

Step 10

Click Done. The order appears in the View Orders pane of the Subscriber Record.

Note

In the Products column, an information icon (

) appears next to the product that you have changed. It indicates that the product has an order running against it. When the order has been processed, the information icon disappears.

Changing Owners of Phones

You can change the ownership of a phone from one subscriber to another subscriber in the same Domain. When you change ownership of a phone, all products associated to the phone (Line, Email, Voicemail, Unified Messaging, and so on) are also changed. You can enter different values for the Email ID and Display Name, if applicable (users with the Advanced Ordering role can make these changes, either to their own phones, or to those of other subscribers). The Service Area assigned to the new owner is the same as the original owner.

Note If you do not change the email ID, email display name, voicemail alias, or voicemail display name, the services on the Call Processor and Unified Message Processor will not change. Only the subscriber records in Provisioning Manager for the old and new owner are changed. But, if any of these settings are changed, the voicemail and email accounts on the Call Processor and Unified Message Processor will be deactivated and then re-activated.

Note If a phone is shared, you cannot change owners of the phone. The Change Owner button is not displayed.

Step 1

Select Provisioning Dashboard > Manage Subscribers > Search Subscriber. The Search page for subscribers appears.

Step 3

Click the desired subscriber. The Subscriber Record page for the selected subscriber appears.

Step 4

In the Products pane, click the phone that you want to change. The product options appear.

Step 5

Click Change Owner. The Review Products pane appears, displaying a list of the associated products.

Note

If there are open orders against any of the associated products, a warning message appears, and you cannot continue.

Step 7

In the Choose New Owner field, click the Chooser icon (

). The Choose a User dialog box appears.

Step 8

Select a user. The user ID of the new user appears in the Choose New Owner field.

Step 9

If the phone has voicemail or email associated with it, you can change the following:

Step 12

Click Done. The order appears in the View Orders section of the new owner's Subscriber Record.

Searching for an Order

–

Extended status—The state that the order is in (for example, being provisioned, waiting for approval, or waiting to ship)

Step 1

Select Provisioning Dashboard > Manage Orders > Search Order. The Search page appears.

Ordering Bulk Services

If you are deploying a large number of services, you may want to combine these activities together into a single activity. The batch provisioning functionality of Provisioning Manager enables you to create a single batch that contains multiple types of orders. You can also combine multiple types of services into a single batch operation.

You can access Batch Provisioning page through the Provisioning Dashboard (Provisioning Dashboard > Manage Orders > Order Bulk Services).

Processing Orders

After you have submitted orders for subscribers, they are approved and then shipped. Depending on how your Provisioning Manager system has been configured, these steps may be automatic or may require processing by users.

There are four possible activities that can be assigned to users during the order processing stage. The activities are assigned based on the rules set for the Domain. For more information on rules, see Business Rules, page 6-2.

•

Approve orders—Approves orders before provisioning can occur, and can also reject orders. This user must be assigned the Approval authorization role. This is controlled by the following rules:

•

Assignment—Assigns phones to a phone order by providing the MAC address. This user must be assigned the Assignment authorization role. This is controlled by the rule PhoneAssignmentDoneBy.

•

Shipping—Ships the order. This user must be assigned the Shipping authorization role. This is controlled by the rule PhoneShippingDoneBy.

•

Receiving—Done by the user who has the Receiver user role. Indicates that an ordered phone has been received. This is controlled by the rule PhoneReceiptDoneBy.

Approving Orders

If your administrator has enabled approval, orders must be approved. To approve orders, you must be assigned the Approval authorization role (see Managing Authorization Roles, page 2-5).

Note If an order is rejected, the order status is set to Cancel in the subscriber record, and no provisioning is performed. If the order encounters a problem and the user chooses to abort the remainder of the order in the error handling workflow step, then the order status is set to Hold.

Step 1

Select Provisioning Dashboard > Manage Activities > My Activities. The My Activities page appears.

Step 2

Click the order that you want to process. The Viewing Activity page appears.

Step 3

Click Accept. The Viewing Activity page appears with the Add a Note field added.

Note

You can also decline the order, or delegate it to another user or group. If you delegate the activity, the new user or group is assigned the activity.

Step 4

If required, in the Add a Note field, type any additional information that you want to add to the order.

Shipping Phones

Depending on how your Provisioning Manager system is configured, this step may not be required. If your administrator has enabled shipping, you must be assigned the Shipping authorization role to perform this procedure (see Managing Authorization Roles, page 2-5). Shipping phones includes two parts: assigning MAC addresses and shipping.

Step 1

Select Provisioning Dashboard > Manage Activities > My Activities. The My Activities page appears.

Step 2

Select the order that you want to ship. The Viewing Activity screen appears.

Step 3

Click Accept. The Viewing Activity Phone Assignment page appears with the MAC Address field active.

Step 4

In the MAC Address field, type a hexadecimal value. Valid characters are 0-9, A-F, and a-f. The value must be 12 characters in length.

Note

The MAC address is available on a sticker on the phone set, and on the phone setting display on the handset.

Step 5

After you have added the required information, click Step Complete. The My Activities page appears.

Step 6

Click the Refresh icon (

). The order appears in the My Activities page.

Step 9

Click Step Complete. If you did not create the order, the order no longer appears on the My Activities page.

Receiving Phones

If your administrator has enabled receiving, you must be assigned the Receiving authorization role to perform this procedure (see Managing Authorization Roles, page 2-5).

Step 1

Select Provisioning Dashboard > Manage Activities > My Activities. The My Activities page appears.

Step 2

Click the order that you require. The Viewing Activity Form page appears.

Step 4

Click Step Complete. The My Activities page appears with the order no longer in the list.

Canceling Products

To cancel products, you submit a cancel order. When you cancel a product, all products associated with it are also canceled.

Table 3-4 lists the individual products that are associated with an orderable product.

Table 3-4 Orderable Products
Product	Associated Products
Voicemail	Email, Unified Messaging.
Email	Voicemail, Unified Messaging. Note For Cisco Unity Connection, Voicemail remains even when Email is canceled.
Line	Email, Voicemail, Unified Messaging
Phone	Line, Email, Voicemail, Unified Messaging. Note Cancelling a phone removes the associated directory numbers from the Cisco Unified CallManager.
Unified Messaging	None.

Step 1

In the Products pane of the Subscriber Record (see Accessing a Subscriber Record) select the product that you want to cancel. The product's options become available.

Step 3

In the Order Cancel Form pane, click Submit. The Confirmation of Order message appears.

Note

In the Products section, an information icon (

) appears next to the product that indicates that the product has an order running against it. When the order has finished processing, the information icon disappears.

After the order has been processed, the canceled products are no longer displayed in the Subscriber Record Details pane.

Table Of Contents

Managing Orders

Viewing Orders

Accessing a Subscriber Record

Ordering Products and Services

Ordering Shared Phones and Lines

Setting Up a Common Shared Line

Setting Up Primary Shared Lines

Setting Up a Shared Phone

Changing Existing Phones

Changing Owners of Phones

Searching for an Order

Ordering Bulk Services

Processing Orders

Approving Orders

Shipping Phones

Receiving Phones

Canceling Products