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Actions for Metro PCS outages

Actions for Metro PCS outages

Last updated: 4 years ago

AT&T - H2O - Lyca - 2-3 Month Bundle Activations

AT&T - H2O - Lyca - 2-3 Month Bundle Activations

Last updated: 5 years ago

CWC - Apply payment procedure

Important ONLY process 1 payment at a time, and wait at least 1 minute between each payment application. First, get the Payment ID received on the email. Email comes from: setupscwc@emida.net , with subject: Payment Request Status. If the payment is on Pending approve status, enter the ID on this file , and select the corresponding status for it. Do the same process for any payment that arrives during your shift. As soon as the payment is approved, an automated email is sent to Zoho to create the ticket, go ahead and take the ticket number from there. Example of the ticket for the payment above: New Ticket Received on Zoho Emida: [##208175##] : Payment Request Status from: setupscwc Then, go to the file , upload the Ticket number next to the payment ID and change the status to: Pending to process - Already Approved, this will confirm that you are working already in that payment. Now, open the CWC support site and select the ISO that was received in the Approval email. On this case, it was FLOW ST.VINCENT, Go to Tools, Payments and then Dual Approval for Adding Funds (Approval), Select dates, choose ALL on the Status, enter the Payment ID and click on Show report: You will see results only for the payment that you are working on. Do not pull out a whole list that might confuse you during the application of the payments. Make sure, that Financial reference has a number on it. In case it doesn't, please report to the Supervisor for further actions Copy the Entity name which is the Agent where the payment was approved to, duplicate your tab, search for the agent and go to View Credit history. In the credit history, look for the amount of the payment and check merchant where the final payment will go to. Go and look up for the merchant: FLOW Airport Kiosk Open the merchant, then open 2 more tabs under Sub agent and Rep levels. make sure to have only the following tabs opened when doing a payment. Tab with the payment info. Subagent tab, Rep tab and Merchant tab. Now Go ahead and upload the information of the payment to this document . Please keep in mind to fill first this information: In the following box, as soon as you enter the payment ID, the ticket number will appears, you don't need to enter it. Make sure no extra spaces are left when pasting information from Support site. The payment notes, Ticket subject, and email content will be automatically populated. Copy the payment notes, go to Subagent level, enter the amount in the Gross payment field, paste the payment notes in the description field, and click on Update: Check on View credit history and confirm that the payment was applied correctly. Follow the exact steps for Rep and merchant level. Finally, take the screenshot of the payment applied to the merchant, open the email alert with the approval and send the following: Copy the contacts on this file , check the subject and the body of the email: Finally, please change the status of the payment and fill the notes as you can see below: NOTE: All the payments we received for Facey at CWC system, all are left down to the REP level. If you have any doubt in which entity to apply the money, please check with the supervisor on charge or look up for previous similar cases.

Last updated: 5 years ago

CWC Erros Mapping - Meaning

1. Errores en Transacciones Locales : El código de error se registra en la columna Provider response (los primeros 5 dígitos) y es completado por la tabla de errores que CWC nos había compartido o nuestra interpretación de ello . Cuando el código de error no estaba detallado en dicha tabla, nuestra tecnología lo completa con la frase NOT COMPLETED. Veamos estos ejemplos: Error 51119 : Para la integración con CWC la descripción es “CANNT_FIND_EXTERNALID::Csm::Can not find the external id” y por experiencia entendemos que esto es un teléfono inválido. Por ello lo convertimos a 7124 INVALID ACCOUNT. Esto es un ejemplo de error interpretado ERROR TYPE CLASSIFICATION | Error Type | Provider Response ---|---|--- Invalid Account | 7124/ INVALID ACCOUNT | 51119:CANNT_FIND_EXTERNALID::Csm::Can not find the external id Error 45102 : Para la integración con CWC la descripción es “VOUCHER_RECHARGE_ERROR_5::Csm::Error 4903: Subscriber in fraud state” el que es convertido a 7120 con la misma descripción. Eso es un mapeo 1 a 1 ERROR TYPE CLASSIFICATION | Error Type | Provider Response ---|---|--- VOUCHER_RECHARGE_ERROR_5::Csm::Error 4903: Subscriber in fraud state. | 7120/ VOUCHER_RECHARGE_ERROR_5::Csm::Error 4903: Subscriber in fraud state. | 45102:VOUCHER_RECHARGE_ERROR_5::Csm::Error 4903: Subscriber in fraud state. Error 19844 : Este código de error no venía en la especificación para la integración con CWC. Por ello nuestro h2h lo adiciona la la clasificación ERROR y en el Error type vuelve a ser 9/Error y el Provider Response se complementa como 19844:NOT COMPLETED. Esto quiere decir que cuando vayan a escalar estos errores a CWC el código de error que tienen que decir es 19844, ellos no conocen el resto ERROR TYPE CLASSIFICATION | Error Type | Provider Response ---|---|--- Error | 9/ Error | 19844:NOT COMPLETED . 1. Errores en Transacciones Cross Border : Recuerden que en una transacción Cross Border la transacción se ve reflejada en el mercado origen (source) con un transaction id y se ejecuta realmente en el mercado destino y es allí donde recibe la aprobación o el código de error. Por ello es en el mercado destino donde realmente vemos el código de error que nos envía el proveedor. Aunque ya pasamos un requerimiento para que el mapeo sea más directo, por ahora trabajemos con esta tabla resumen de los principales códigos de error y su mapeo en el origen. Tengan en cuenta que la mayoría de errores se está mapeando como APIXXX: NOT ACTIVATED donde el XXX es el código de error de la columna error type del destino y este no es el código de error que nos responde el proveedor. Miren estos ejemplos | DESTINATION ERROR MESSAGES | SOURCE ERROR MESSAGES (CURRENT) | | ---|---|---|---|--- ERROR TYPE | Error Type | Provider Response | Error Type | Provider Response Invalid Account | 7124/ INVALID ACCOUNT | 51119:CANNT_FIND_EXTERNALID::Csm::Can not find the external id | 7/Denied | API7124:NOT ACTIVATED Invalid Amount -Terminal Limit Error | 34/ Invalid Amount -Terminal Limit Error | | 7/ Denied | API34:NOT ACTIVATED VOUCHER_RECHARGE_ERROR_5::Csm::Error 4903: Subscriber in fraud state. | 7120/ VOUCHER_RECHARGE_ERROR_5::Csm::Error 4903: Subscriber in fraud state. | 45102:VOUCHER_RECHARGE_ERROR_5::Csm::Error 4903: Subscriber in fraud state. | 7/ Denied | API7120:NOT ACTIVATED Error | 9/ Error | 47075:NOT COMPLETED | 7/ Denied | API9:NOT ACTIVATED 1. Timeouts : Recuerden que un timeout es cuando enviamos una transacción y no recibimos respuesta dentro del tiempo que tenemos establecido para la espera. NO es que ellos nos estén contestando timeout. SI recibimos un código de error ya no se declara timeout pues ya tuvimos respuesta. En este caso en el PRovider Response NO tenemos un código de error de CWC (pues no llegó respuesta) y pueden ver en la duración que para este ejemplo se superaron los 60 segundos (>60000) para declararlo. 1 | 01/26/2020 07:33:13 AM | 46522143 | $150.00 | 174 | 18763186596 | IGT GTECH Jamaica | 60109 | 18/ H2H Response Timeout | TIMEOUT:Timeout - Provider Not Available, please try again ---|---|---|---|---|---|---|---|---|--- Si esto se mira a la luz de una transacción Cross Border van a encontrar por ejemplo que en el mercado destino se tienen registrados estos códigos de error 18/ H2H Response Timeout | TIMEOUT:Timeout - Provider Not Available, please try again ---|--- Mientras que en el mercado origen 51/ Not Activated | API51:An error has occurred. ---|--- 1. Connection Error : Es cuando el h2h pierde la conexión con el otro extremo. En estos casos algunas transacciones ni siquiera pueden ser enviadas al proveedor , mientras que otras podrían ser diferencias de conciliación. Aquí la duración de la transacción es mucho más pequeña. Miren en el ejemplo que son tiempos pequeños (4 seg) 4 | 01/26/2020 02:59:15 PM | 46544607 | $2,392.20 | 21174 | 8768026567 | 0 Incoming DIA2JAM | 4193 | 17/ H2H Connection Error | ---|---|---|---|---|---|---|---|---|--- 5 | 01/26/2020 02:59:15 PM | 46544608 | $1,150.54 | 21174 | 8767843052 | 0 Incoming DIA2JAM | 4151 | 17/ H2H Connection Error | Cuando estas transacciones son crossborder se están mapeando bajo la clasificación 7/Denied y con Provider Response API17: NOT ACTIVATED

Last updated: 5 years ago

FACEY - Components Unresponsive alert

To the daily disk file usage we added a file checker to find this very particular case where an application generates files bigger than 10GB. In case of seeing this alert, it requires immediate escalation. This will help to catch those issues where some apps due non-clear situations cause logs to grow in 3 days what should spend in one year. Due some operating systems are too old and will take a while to upgrade them, the tool require additional work to make it portable to Linux, by now, this tool is only working in JAMAICA, we point to have a new version for the next sprint June 2020F.

Last updated: 5 years ago

Interlinc JAM - Tax Monitoring steps

Interlinc JAM - Tax Monitoring steps

Last updated: 4 years ago

Master Scheduler Tool

Master Scheduler Tool

Last updated: 3 years ago

SLA Agreement and procedure

A service-level agreement (SLA) is a part of a standardized service contract, where a service is formally defined. Particular aspects of the service – scope, quality, responsibilities – are agreed between the service provider and the service user. A common feature of an SLA is a contracted delivery time (of the service or performance). Within Emida an SLA customer will have special treatment as the contracts we hold with them are strict and require from Emida to excel in service. Currently we count Brunei and CWC under this kind of conditions. ## CWC SYSTEM At this moment in Emida, we count with two different systems to process transactions. One of them (The oldest one) works through an Activator and the other one (the newest one), works with a Gateway. Both systems offer the same services: Sales Administration, Integration with a third party, Connecting to different types of terminals and Reports; however the most important difference comes in the way how the activator and the gateway process the transactions. While DTU processes its transactions connecting directly with the Database (It's done in series, completing stages. If one stage fails, the whole transaction fails) through an Activator; ETP will process its transactions in a virtual memory using a grid system through a Gateway, making it modular (So we can process a lot of transactions at the same time, without the risk of an stage failing). Because of its reliability, CWC is built using the ETP system. ### THE BASICS CWC DATACENTER: The CWC physical datacenter is located in Curacao however all Emida applications are utilizing Amazon cloud based solution. CWC BILLING SYSTEMS: The current billing system which supports all CWC traffic is “ESB – GATEWAY (Ericsson)”CWC GATEWAY CONNECTIONSThe CWC system currently has two different connections (which they reference as “INSTANCES”) which receives and distributes EMIDA traffic. These instances are often referenced as follows:* Jamaica/Cayman – (ONLY SERVES THESE TWO REGIONS)* Barbados - (SERVES ALL THE REST OF THE CARIBBEANThe Jamaica/Cayman instance ONLY attends to traffic in Cayman and Jamaica regions. The Barbados instance serves all the other countries except Cayman and Jamaica. This has been designed to distribute the load accordingly on their system. TOTAL H2H PER CONNECTION: We have a total 3 application servers in the CWC system. Each application server contains 3 h2h instances. One of these applications is used for testing; the others two are live and processing transactions. This basically means that we have a total of 6 h2h instances running in the CWC system, three per connection (three for Jamaica/Cayman & three for Barbados). CWC LOAD BALANCER: A load balancer has been put in place and configured in order to increase capacity (concurrent users) and reliability of applications in the CWC system. This is virtual machine which acts as a reverse proxy and distributes network or application traffic across a number of servers. We have a total of 2 Load Balancers; one serves as primary and is always active, the second LB is only trigger should the first one failed. ## PROCEDURE - Being SLA, all CWC incidents must be treated as a P1 - If we receive any alert, we must report it on the Skype channel ( CWC P1 ) so that the IT team can review the alert while NOC team reviews the components, pings or tools affected in order to create the ticket and escalate it appropriately to IT or the provideraccording the case. - Check manually Public URL if public URL cannot be reached call immediately to IT ONCALL. - Even if the alert doesn't tell you to take any action, don't wait and call ONCALL and report the alert on the Skype channel. - Check internal URLS if any of those is down more than 3 minutes call IT ONCALL. - By default, PCTERM 4, SOAP, and Supporsite are restarted daily, so It's normal to receive daily alerts about services in CWC. - The restart for every component takes no more than 3 minutes, if recovery takes more than that please call IT ONCALL. - The restart NEVER MUST impact SLA and all PUBLIC URLS must remain up and running. - The restart of the services happen separated by 20 minutes for JBOSS affecting PCTERM 4 starting at 11PM Col time. First server restarted is CWC APP01. - The restart for Tomcat which impacts SOAP and SS starts at 1AM Col time each server separated 1 hour from the other. First server restarted is CWC APP01.

Last updated: 5 years ago

US Mailchimp

In case that a P1 is raised and you need send external notifications for US ISO's, please use the following credentials: - User: usops - Password: Summer6920** - URL:https://login.mailchimp.com/?referrer=%2Fcampaigns%2F Keep in mind that you can use the template called EMIDA US - product name Outage Notification and modify the content accordingly. Notes: - Remember that this will be only sent if approved by US management team. - Note that the verification code will be sent under subject Mailchimp Verification Code to noc@emida.net

Last updated: 5 years ago

AddSourceSkustoRatePlansforprocesingrefunds

Add Source Skus to Rate Plans for procesing refunds Add Source Skus to Rate Plans (refund process) Modify the source sku by changing the FSO = Yes and the ACH Type as the same as the virtual 2\. Verify which plan is assigned to the terminal that’s going to be credited. 3\. Go to Global update, add products and search for the plan . 4\. Select the master template (ISO Level) and search the Source SKU: Note: Select the option copy rates (We will copy the rates from the virtual SKU) Take into account that if the sku to be added is not in the master template you will not be able to add it to the plan. 5\. Select continue and verify the terminal plan. Use Money Rates FSO 2 No Yes No Yes User Fee 3.0 ACH Type ? FSO Fixed Fee ACH [3994] VectorPOS Master(T) Template ISO EMIDA [4088] VectorPOS Master(T)_R_Texas Wireless Sou Template REP ISO - (4299037613793) Empower (Emida) ISO rce Rep [4244] VectorPOS Master(RP)_NMDAATT Plan MERCHANT ISO - (4299037613793) Empower (Emida) ISO [4156] VectorPOS Master(RP)_AccessPoints rate Plan MERCHANT ISO - (4299037613793) Empower (Emida) ISO [4249] VectorPOS Master(RP)_ATT CA Plan MERCHANT ISO - (4299037613793) Empower (Emida) ISO GLOBAL UPDATE Select the Products you want to modify Add selected Products as Enabled Both Templates and Plans Templates Only << Back Continue >> 1 One or more Root Templates were selected which then allows you to add any product from the Platform Search Platform Products: SKU 8816000 Name Search i For performance purposes the results are limited to the first 100 products that don't exist on the selected Root Templates SKU Name Amount Buy Rate Select/Deselect Rate Type 8816000 ATT $10 To $100 RTR 0.00 15.00 % 1 You can search a Product already existent on the selected Templates/Plans and use it as a Copy for the Rates of all the products selected above Copy rates from another Product Search Product to copy rates from: SKU 890103 Name Search 1 For performance purposes the results are limited to the first 100 products that already exist on all the selected Templates/Plans SKU Name Amount Buy Select Rate 890103 ATT RTR $10-100 0.00 5.00 [3994] VectorPOS Master(T) Template ISO EMIDA [4088] VectorPOS Master(T)_R_Texas Wireless Sou Template REP ISO - (4299037613793) Empower (Emida) ISO rce-Rep [4244] VectorPOS Master(RP)_NMDAATT Plan MERCHANT ISO - (4299037613793) Empower (Emida) ISO [4156] VectorPOS Master(RP)_AccessPoints rate Plan MERCHANT ISO - (4299037613793) Empower (Emida) ISO [4249] VectorPOS Master(RP)_ATT CA Plan MERCHANT ISO - (4299037613793) Empower (Emida) ISO [4610] VectorPOS Master(RP)_ATTCA-SPECIAL FO Plan MERCHANT ISO - (4299037613793) Empower (Emida) ISO R Wireless World [4427] VectorPOS Master(RP)_ATT CAFB Wireless Plan MERCHANT ISO - (4299037613793) Empower (Emida) ISO

Last updated: 3 years ago

BTC Bill Payment Launch

BTC Bill Payment Launch Good day team. CWC Bill Payment was enabled in production after our last update. The launch will be with BTC, using one distributor named Island Pay Kiosks.Apparently they will launch tomorrow and in fact, two transactions in production was processed this week. so there are some inputs that you must consider for the support: All kiosks use web service terminals. For enable Bill Payment and eTopup functionality, they need to manage BTC Plans (Product id: 81330), BTC EZTop Up (product id: 1330), CWC Lookup Account (product id: 51000) and Bill Payment BTC (product id: 51330) so the MASTER RP BTC(RP)_Kiosks LocalPlanBP has to be assigned to these terminals when CWC notify us. To process a Bill Payment transaction, the web service manage two key methods: The product 51330 has the following limits: 0.01 to 500 BSD. The kiosk are receiving cash and this information is part of the requirement For CWC requirement, the transaction is being identified in CWC for the Third Payment Number (invoice number) instead of our transaction id. The kiosks will continue selling eTopups and has enable the plans (although are not using it now) Island pay requirements can be reviewed in the Soap logs. (i.e. soap_APP02-37.log) Emida requirements to CWC (ESB) to process Bill Payments are under the provider 385 CWC_BILLS. You can identify the log with this name: h2hetp_BillPayment_APP01-37.log For Bahamas, the subscribers can pay bills for postpaid fixed line, and postpaid mobile. The account numbers are numerics with 8 characters (i.e 10035140) that is different to the phone numbers (i.e. 2423760136). The kiosks must have configured a parameter known as cashier id. This is transported from the terminal to the CWC Platform using our software. If this parameter is invalid, the transaction will be rejected by CWC. In the Support Site the only transaction that can be visualized is the pay bill through the product 51330 Bill Payment BTC. Bill Payment product is local, crossborder sales for this product are not allowed. In the near future, new countries will be launched.

Last updated: 5 years ago

CWC - END OF THE MONTH AND FACEY PIN IMPORTS BILLING

CWC - END OF THE MONTH AND FACEY PIN IMPORTS BILLING

Last updated: 5 years ago

EMIDA Priority 1 Incident Management Process - P1

EMIDA Priority 1 Incident Management Process - P1

Last updated: 4 days ago

How to create the Metering on Facey (Pin products)

How to create the Metering on Facey (Pin products)

Last updated: 5 years ago

Manage Rate Plan Global Updates Permission

Manage Rate Plan Global Updates Permission

Last updated: 5 years ago

PROCEDURE FOR P1 MEX ESCALATIONS

PROCEDURE FOR P1 MEX ESCALATIONS

Last updated: 3 years ago

Stuck Transactions Process for CS

Stuck Transactions Process for CS

Last updated: 4 years ago

All Disk Volumes - SolarWinds

URL: http://emidamonitor01/Orion/Report.aspx?Report=All%20Disk%20Volumes

Last updated: 5 years ago

BTL - Reserve balance

BTL - Reserve balance

Last updated: 5 years ago

CWC : Xborder Diaspora to Panamá Configured

According to Aura's confirmation, they completed the XBorder configuration between Diaspora Partners (769083549741) and CWC Panamá (630899513626). This functionality has the next features: SOURCE (DIASPORA) - We created a new rate plan with name “MASTER RP FLOW DIASPORA(RP)_OutAllCWC” that enable the merchants to send XBorder transactions to all the Flow markets, BTC and CWP using the outgoing products. Today this rate plan is assigned only to the Emida Test Terminals in Diaspora ISO. - What ever Diaspora partner can sell the topup for all the CWC markets including CWP, using product 4000 , sending the phone number including the NPA and the amount in USD$. For the Panamá case they must send the number as 507xxxxxxxx. - For the currency management, was configured the exchange rate from USD of the Panamanian Balboa PAB as 1. - Transactions processed with destination Panamá, will be recorded in the reports using the product 31295 (Dia Out CWP PAN). DESTINATION (PANAMA) - Entities: The next hierarchical entities were defined - The Crossborder Mapping routes were configured to convert the Source TopUp request working with outgoing products (31295) to the Destination TopUp request working with incoming products (21295) after to apply the exchange rate. - As is the policy in CWC Panamá all the entities managing balance (Agent to Merchant) are defined as prepaid (unlimited are not authorized by auditory) and have now a balance of zero. CWP Panamá team (Security Group) are the only users authorized to assign money to the Agent level and CWP has internal team to do the funds dispersion. Emida can’t assign or do dispersion of funds in any level. This is something different to the rest of Flow countries were the entities created to support the XBorder implementation are defined as unlimited entities. - We did some tests and the transactions are incoming with the correct values, however the transactions can’t be processed because the entities related with this configuration doesn’t have balance , then the transaction is denied for Insufficient Funds. As soon CWP assign the balance to the merchant the transaction will be processed using the current connection with the CWP OCS through the Mule ESB Software as is processed the local topup today. - Note for CWP decision the tax management is doing processed outside of the Emida Platform, then the amount introduced in the source will be the same amount applied to the subscriber and deducted from the balance of the merchant (0 Incoming DIA2PAN). - All the transactions processed incoming from Diaspora Partners will be recorded under the merchant 0 Incoming DIA2PAN and with the product 21295 (Diaspora Incoming PAN). Note: To enable in production is required that CWC authorize enable the products for the Diaspora partners (Through changes in the rate plans) and authorize enable the sale in the merchant adding the funds required to operate. We (Project Management team) will be pending to support this process working with our CS Team.

Last updated: 5 years ago

EX-COMM Contact List

EX-COMM Contact List

Last updated: 5 years ago

Interlinc FACEY Infrastructure

Interlinc FACEY Infrastructure

Last updated: 4 years ago

Manage Rate Plan Global Updates Permission

Manage Rate Plan Global Updates Permission

Last updated: 5 years ago

QA Releases

In the below document, you can find all the information about the sprints for DTU and ETP: JIRA Credentials: ifonseca@emida.net pwd: //NOC//2019 Google Docs: https://docs.google.com/spreadsheets/d/1hbOiM1R6DQ9sqIek14bFADMWQOK3cuMUIGuhAyLttrc/edit#gid=1216580156

Last updated: 6 years ago

TPNG Daily reports

TPNG Daily reports

Last updated: 5 years ago