Frameworx Home

Application Framework (TAM)

Business Process Framework (eTOM)

Business Process Framework Flows

Information Framework (SID)

Business Metrics High Level

All Diagrams

Frameworx Processes

Frameworx Applications

Information Framework ABEs

Frameworx Metrics

Views

Frameworx Process: Party Interaction Management

Category: (2) eTOM Process Type

Process Identifier: 1.6.9

Original Process Identifier: 1.0.7.10

Maturity Level: 3

Description

Manage interactions between parties and the enterprise. Interactions can be triggered by the enterprise (as a result of a query or complaint) or by a party (for example sending bills or other notifications.)

Extended Description

The purpose of this process is to manage interactions between a party and the enterprise. Interactions can be triggered by the enterprise (as a result of a query or complaint) or by the party (for example sending bills or other notifications.) All interactions are logged by the enterprise in order to provide a full track record of the activity to the enterprise representatives. Interactions may be short lived (such as in the case of a query that is answered immediately) or may take long time to complete (such as in the case of complex orders or requests concerning back office intervention). When interactions are long the process is in charge of making sure the party and enterprise are notified in a timely manner about the progress of the request. Interaction history may be used by BI systems in order to gather information about party profile and satisfaction. Interactions can span over multiple channels (such as: phone calls, web self-service and devices.) each party involved in the interaction has a role that mandates its credentials. For some interactions users may need to login/authenticate themselves in order to get the appropriate role assigned to them.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

Reserved for future use.

Candidate Mandatory

Reserved for future use.

Candidate Optional

Reserved for future use.

Candidate Interactions

Reserved for future use.

(2) eTOM Process Type Party Interaction Management

Appears on these diagrams:

is a more detailed diagram for the

Issues

  • Business Process Framework 14.5 Addition
  • Business Process Framework 15.0 Modification
  • Business Process Framework 15.5 Modification

This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:13