SIMPro - User Guide. Customer Documentation. Version Issue Date 17/08/2017. Wireless Logic Ltd Horizon Honey Lane Hurley, Berkshire SL6 6RJ

Transcription

1 SIMPro - User Guide Customer Documentation Version Issue Date 17/08/2017 Wireless Logic Ltd Horizon Honey Lane Hurley, Berkshire SL6 6RJ Tel: Web :

2 Section 1. Wireless Logic Quality Control 1.1 Document Properties Client Assignment Document Title Wireless Logic Reference Client Reference Document Status Customer Documentation SIMPro User Guide None None Published 1.2 Version History Author Date Version Matt Thomas 10th December Matt Thomas 30th January Hannah Hailstone 01st August Hannah Hailstone 23rd October Hannah Hailstone 03rd February Hannah Hailstone 22 nd February Hannah Holloway 27 th July Hannah Holloway 1 st November Harish Natrajan 06 th July Harish Natrajan 27 th July Harish Natrajan 17 th August Customer Distribution Page 2

3 Section 2. Contents Section 1. Wireless Logic Quality Control Document Properties Version History... 2 Section 2. Contents... 3 Section 3. Background SIMs Connections... 6 Possible Connection States... 6 Work Flow Status... 6 Custom Fields... 6 Customer Reference Customer Solutions Adding Information From Your Systems Help Key Contacts... 8 Section 4. Using SIMPro Accessing SIMPro... 9 Logging On Managing your User Account Levels of User Access The Customer Dashboard SIM Management - Searching and Filtering to find the SIMs you want to work with Quick Search Filtering Pasting or Uploading Lists Customising Results SIM Management - Carrying out Actions on SIMs Activating SIMs Refreshing SIMs SIM Swaps Ordering SIM Swap replacements SIM Swaps (Bulk) Managing Bars - Adding a Full Bar Managing Bars - Removing a Full Bar Managing Services - Enable Roaming Managing Services - Disable Roaming Schedule Tariff Holiday Service Level Agreements (SLA s) Create a Support Case Requesting Cancellations Customer Distribution Page 3

4 4.6 SIM Management - Exporting Data SIM Management - Individual SIM Details Connection Details Usage SMS History SIM Management - Edit SIM Details SIM Management - Multiple SIM Edit SIM Groups Creating a SIM Group Moving SIMs into a group Moving Users into a group Deleting a Group Online Ordering Order History Addresses Placing your Order SMS Sending SMS Live Message Status Adding Recipients Inbox/Sent Message Manage Numbers Manage Groups Message Templates BillPro - Invoice List Invoice Reports Invoice Drilldown Invoice Drilldown - GPRS Aggregation Invoice Drilldown - SMS Aggregation Service Invoice Drilldown - Nokia Mapping Invoice Drilldown - Individual Number Invoice Drilldown - Individual Number Detail Billing Accounts Billing Accounts Billing Accounts General Billing Account Tariffs and Customer Solutions Billing Account - Setting Usage Alerts Stock Threshold Alert Contact Wireless Logic API settings Customer Distribution Page 4

5 4.15 Users Creating a new user in SIMPro Editing existing users Reporting NetPro Usage Usage Alert Information Uploads Upload information Requesting SIM swaps Uploads - Custom Fields Uploads - Bulk SIM Swap Uploads Location Help menu Contact Us Customer Distribution Page 5

6 Section 3. Background SIMPro version 4 provides a system to view and manage your SIM estate with Wireless Logic, you will be able to search, view, and export all of the details about your SIMs, including SIM State, ICCID (SIM Number), MSISDN (Mobile Number), IMSI (International Mobile Subscriber Number) etc. You will also be able to manage those SIMs, requesting actions such as Activation, adding or removing Bars, enabling or disabling services such as Roaming. 3.1 SIMs A SIM comes in either a plastic or ruggedized form, each SIM has an ICCID or SIM Number. With some networks the SIM number can have two formats; a full SIM number and a partial SIM number. A partial SIM number may appear on the SIM card itself (or when the barcode on the SIM is scanned). We hold both formats in SIMPro, so you can search based on either. A full SIM number will always begin 89 and will be 19 or 20 digits including a check digit. The partial number will have some of the initial digits missing, as these identify the network to which the SIM belongs. 3.2 Connections Each SIM will have a connection associated with it. When a SIM is activated, the mobile network will assign an MSISDN, and an IMSI, which uniquely identify the connection and are associated to a SIM; the connection also has a state. Possible Connection States Not all mobile networks support Active Ready/Test, so for networks without this feature, it will not be displayed as an option. Inactive - The SIM is not Billable, the SIM is not usable Active Test - The SIM is not Billable, the SIM is usable and will automatically move to an Active state after a set period of time or if a usage limit is reached Active Ready The SIM is not Billable, the SIM is usable and will immediately move to Activated when it is first used Active - The SIM is Billable, and the SIM is usable Barred - The SIM is Billable, the SIM will be unusable, bar can be removed by user Barred approval needed The SIM Billable, the SIM will be unusable, bar can only be removed by Wireless Logic Cancelled - The SIM is not Billable, the SIM is unusable Inactive Swapped The SIM is not Billable, it is the old SIM from a SIM swap Work Flow Status When a request is submitted, this action is logged and will show a work flow status, which will indicate the progress of the request. The work flow status is shown next to the connection details. Once the request is completed, the connection will no longer have a work flow status. Custom Fields There are five custom fields available against each connection, these can be re-named and labelled accordingly. This is managed through the Billing Account section. These custom fields can be used to tag a reference or group connections together. At present, only custom field 1 will be shown on invoices. Custom fields can be updated or edited through the Uploads section of SIMPro. Customer Distribution Page 6

7 Customer Reference An optional customer reference is available to add on all requests made via SIMPro. This customer reference will only be included in the subject line of the s sent via SIMPro for the duration of the request. 3.3 Customer Solutions In SIMPro 4 we have introduced the concept of a Customer Solution ; which is essentially an activation profile. When you initially take SIMs from Wireless Logic, at least one customer solution will be built to your requirements. This solution contains all of the details needed to activate your SIMs; It contains a tariff, which will normally include a set amount of data for a given line rental. The tariff will also detail the costs of other services such as SMS, CSD, Voice and any usage over and above the included amount. It also contains the details of the Services required by the customer on the SIMs they take from Wireless Logic, such as CSD Data and Fax Numbers, Voice, Voic , SIM PIN numbers etc. Additionally, it contains details of the connectivity required by the customer, whether that is on the Public APN, NetPro (Our Private APN) or the customer s own Private APN. If you are using NetPro then it will also include the specific requirements for your SIMs, no VPN, Fixed Public, IPSEC VPN, SSL VPN etc. Each Customer Solution can then be named, so if you have different types of SIMs or different projects you can have a Customer Solution for each of those scenarios. For instance, you could have a solution called Standard Tracking and another called Tracking with Roaming ; with the only difference being that roaming is requested in the second. Or, if you have a 500MB Tariff for your ANPR Product, which goes over an IPSEC VPN and a 2GB Tariff for your CCTV which required connectivity on an SSL VPN, you can have two solutions named ANPR and CCTV which will contain all of the relevant settings for us to get the SIMs configured correctly. So now when customers come to activate a SIM you will simply be asked to pick the Customer Solution to use for that connection. 3.4 Adding Information From Your Systems You can upload information and store it against a SIM, there are 5 Custom Fields available the first of these is the Username field from SIMPro v3, but you can edit any of these fields for your own information, enabling you to search for SIMs based on your own data. 3.5 Help As well as this user guide, within the application there are help buttons, relevant to the section you are using at the time. which will display help Customer Distribution Page 7

8 3.6 Key Contacts Department Sales Sales Admin Orders SIM Management Technical Support Finance Development Contact Information T: Option 1 salesadmin@wirelesslogic.com T: Option 1 orders@wirelesslogic.com T: Option 1 simmanagement@wirelesslogic.com T: Option 2 support@wirelesslogic.com T: Option 4 creditcontrol@wirelesslogic.com invoice@wirelesslogic.com T: Option 3 development@wirelesslogic.com T: Option 5 Customer Distribution Page 8

9 Section 4. Using SIMPro 4.1 Accessing SIMPro SIMPro 4 is available on the following URL Logging On You will be prompted for your username and password; if you don t already have these our SIM Management department can create one for you. SIMPro is currently available in English, French and German. Select the desired language from the drop down list. Please note; passwords will expire after 60 days and will need to be a minimum of 8 characters. Customer Distribution Page 9

10 4.2 Managing your User Account Once you have logged into SIMPro, you are able to manage your user account, on the top right hand side of each screen you will see the user you are logged in as. If you click on this link it will take you to the user management page. We advise you check your details are correct and make the necessary alterations to; Your Name, Username, Address, and set a new Password. When you have finished click Update. Levels of User Access SIMPro offers different levels of user access, this means certain areas of functionality can be restricted or enabled, depending on the requirement. The different levels of user access that are available are described below. To request users with restricted or enhanced abilities, please contact the SIM Management team. Customer API access SMS API access Access to BillPro Basic upload access, for SIM swaps and usernames NetPro reports Ability to view tariffs View Billing Accounts Manage Billing Accounts View Customer Solutions Customer Distribution Page 10

11 Manage own User Details View SIMs Manage NetPro Usage Alerts Ability to use SMS functionality Ability to edit SIMs Ability to request activations Ability to request a refresh Ability to request a SIM swap Ability to request a full bar Ability to remove a full bar Ability to enable roaming Ability to disable roaming Customer Distribution Page 11

12 4.3 The Customer Dashboard The customer dashboard is intended to quickly show customer s key information about their SIM estate, there are a number of widgets available and these can be added or removed by using the filter on the top right hand side of the page: Top Ten GPRS - Allows customers to see their highest usage SIMs, which have transferred data over the Wireless Logic private APN s Customer Distribution Page 12

13 Top Ten SMS usage Allows customers to see their highest usage SMS SIMs. (This is only available on o2global, KPN, Rogers and Telenor Denmark). Customers can choose to view their MSISDN or Custom fields in the x-axis. Top Ten Voice usage Allows customers to see their highest usage voice SIMs. (This is only available on o2global, KPN and Rogers). Customers can choose to view their MSISDN or Custom fields in the x-axis. % of Data Usage Per SIM Shows top 20 SIMs by percentage usage compared to inclusive allowance. Only available if utilising NetPro. Customers can choose to view their MSISDN or Custom fields in the x-axis. % of SMS Usage Per SIM Shows top 20 SIMs by percentage of SMS usage compared to the inclusive allowance. (This is only available on o2global, KPN, Rogers and Telenor Denmark). Customers can choose to view their MSISDN or Custom fields in the x-axis. % of Voice Usage Per SIM Shows top 20 SIMs by percentage of voice usage compared to the inclusive allowance. (This is only available on o2global, KPN and Rogers). Customers can choose to view their MSISDN or Custom fields in the x-axis. SIMs by Tariff Shows how many SIMs a customer has on each of their tariffs Billable Connections by Tariff Shows a table of activated SIM s categorised by tariff SIMs by Status Summarises an account by status. Active SIMs by Network Shows how many SIMs a customer has on each Network Activations by Week Shows the customer s activation trend Inactive SIMs by Network Shows the customers inactive stock level for each Network Activations Pending Shows how many connections are pending to be completed for each Network Aggregated Tariff Usage Shows total amount of available pooled data per tariff. Also shows month to date usage vs. total available amount of data. Only available if utilising NetPro. Active Test/ Ready connections by network Quantity of SIMs by Network in Active Test/ Ready status Cancellations Pending Shows any approved pending cancellations. BillPro Invoice Shows the last six invoices, hover over invoice reference to view a cost breakdown (only available to users with BillPro rights) BillPro Cost Trend Shows rental, GPRS, SMS, CSD, voice and roaming costs over the last six months. Click on the legend to either add/remove cost from chart. On most of the widgets the graph is clickable and will take you directly to a filtered view containing the list of SIMs which makes up the data. Users can customise the dashboard to show the desired information by editing which widgets are on display in the top right hand side of the screen. Users can request to change the landing page when logging in, allowing for flexibility per user experience. If required, please contact the SIM Management team. 4.4 SIM Management - Searching and Filtering to find the SIMs you want to work with You can access the SIM Management screen which allows you to manage your SIMs by clicking on the SIMs button on the Navigation bar. By default, you will see a list of every SIM on your base, you can then filter and search for the SIMs you are interested in. Customer Distribution Page 13

14 Quick Search In the quick search box, you can enter any piece of information which you want to search, for instance, you can enter all or part of a SIM number, MSISDN, or any other piece of information displayed on the screen such as custom fields. If you only enter part of the data, the results will display any information that includes that data. Filtering If you click the Filter Button, then the filter panel will drop down. To keep the filter menu permanently in view, click the V button next to the filter header. There are two different types of filters; Simple Advanced The simple filter is limited to the most frequently used filter options. To use the advanced filter, click the Use Advanced filter tick box. This will show all of the available options to filter by. Customer Distribution Page 14

15 You can now set the filters you want; to limit the SIMs you can see in the table. When a filter is applied the filter bar will turn green so that you know you have one or more filters enabled. Once you have chosen the filters you would like to apply simply click Go To clear the filters you have applied, open the filter panel and click the Clear Filter button on the left hand side. Pasting or Uploading Lists The right hand side of the filter panel allows you to search for SIMs either by: pasting a list uploading a csv file completing a box search Choose the required search method. Select which identifier you plan to paste or upload. You can search by; SIM Number (either the Full ICCID or Scanned SIM Number which may be different) MSISDN (in International or Local format) IMSI Data Numbers (in International or Local format) The maximum number you can paste or upload at one time is Once you have selected the identifier you will be using, you can paste your list of data into the available box on the screen. If using the CSV Upload you can also select the file which contains your list, by clicking Browse ; Finally, you can complete a box search; simply enter the first and last SIM from a network box, choose the MNO that you are searching and press go. Customising Results The amount of displayed results can be customised, by changing the records per page filter to show less or more per page. The column order can be modified by dragging the columns into the desired order or by clicking the Show/Hide columns button and selecting which information you require on the results. Once the information is displayed, the columns can all be sorted into either ascending or descending order by clicking on the arrow in the column header. Customer Distribution Page 15

16 4.5 SIM Management - Carrying out Actions on SIMs PLEASE NOTE: Not all actions are available across different networks; therefore, if the option is not available, it will not be displayed. Once you have found the SIMs you are interested in, you can carry out various actions on those SIMs. To do this you should tick the box next to the SIMs; Or you can use the select buttons; Select All will select all of the SIMs you have searched for on all pages Select Current Page will select all of the SIMs visible on the current page Clear Selection will clear any selections you have made Once you have made you selection, you can carry out actions using the Action Buttons across the top of the SIM Management Screen. Activating SIMs Select the SIMs you wish to activate and click the Activate Button You will be taken to the Activate SIMs page; If you would like to put a reference against the request so that you can track it against your own systems, then you should enter the reference (this is optional). This reference will appear in the subject line of the requested and completed audit s. If you would like to add a username to the connection, this should be entered into the Custom Field 1. You can then select the Customer Solution you would like to use as the activation profile from the Customer Solution drop down. If you want to view the details of a particular Customer Solution, select it and then click the info button to display the full detail of the solution. Customer Distribution Page 16

17 If needed, as well as the confirmation of activation request and completion being sent to the registered address for the account, an additional address can be added for this one-off request. Once the details have been completed, press Create Request. Refreshing SIMs Select the SIMs you wish to refresh and click the click the SIM Refresh Button If you would like to put a reference against the request so that you can track it against your own systems, then you should enter the reference (this is optional). This reference will appear in the subject line of the requested and completed audit s. Customer notes can also be added to the request, which added to the history of the request. Within the same request, an SMS can also be sent. Ticking the Send SMS box, will display a message box, where the SMS message content can be added. Click Create Request. SIM Swaps A SIM swap moves all of the current connection details (MSISDN, IP, tariff, contract term etc) from one ICCID on to a new ICCID. SIM swaps can be requested individually, in bulk or replacements can be requested to be delivered. Select the SIMs you wish to swap and click the SIM Swap button. If you would like to put a reference against the request so that you can track it against your own systems, then you should enter the reference (this is optional). This reference will appear in the subject line of the requested and completed audit s. Customer Distribution Page 17

18 In addition, if the SIM has a full bar, this can be requested to be removed by ticking the check box Remove Bar? A list of the ICCID s and the current MSISDN s will appear and against each SIM listed in the request, you will need to enter the new ICCID of the SIM you want to swap the connection to. All properties of the connection will remain the same, but be swapped to the new SIM. On completion, the old ICCID will have a status of Inactive swapped. Click Create Request. Ordering SIM Swap replacements Replacement SIM cards can be requested to be despatched via SIMPro. Select the SIM s you wish to have replacements despatched for and click the SIM Swap button. Click the Request a new SIM box. This will bring up two additional fields to be completed, delivery address and type of replacement SIM card required. Click the Create New Delivery Address button to add a new address. The relevant despatch details should be entered in the pop-up box. This section includes a label field which can be used to describe the delivery address, e.g. delivery depot. To set this address as a default, select the make this address the default tick box. Press Create to add the address. If multiple addresses need to be added, repeat this process. All previously entered delivery addresses will be available to select from the drop down list. Use the New SIM Type drop down list to choose which type of replacement SIM you need. Please note; that only those SIM types which are available for each network will appear. If you require a SIM type which is not listed, please simmanagement@wirelesslogic.com. If you require SIM s replacements to be despatched to multiple addresses and/or different types of SIM s these can completed within the same request, just use the drop down lists next to each connection listed to change the details as required. If you would like to put a reference against the request so that you can track it against your own systems, then you should enter this in the Customer Reference box. Finally, press create request. SIM Swaps (Bulk) There is a function for completing bulk SIM swaps (more than 1 request).you can go to the Uploads section on the Navigation Bar to complete this request. Customer Distribution Page 18

19 In the Upload Type filter there are two options for Bulk SIM Swap, Bulk SIM Swap by ICCID or Bulk SIM Swap by MSISDN. The first requires you to provide the ICCID of the current SIM and the ICCID of the new SIM, the second requires you to provide the MSISDN of the current Connection and the ICCID of the new SIM. For example, to swap the connection from the SIM to the new SIM your file would look as follows; For Bulk SIM Swap by ICCID , For Bulk SIM Swap by MSISDN , Next, select the network on which you want to carry out the swap. Then click the Choose File button and you will be able to browse for the.csv file to upload. Click Go A list of SIM Swaps will be displayed showing the existing ICCID, the MSISDN of the connection and the new ICCID on to which it will be swapped. You also have the opportunity to add a customer reference to allow you to track the request against your own systems. Managing Bars - Adding a Full Bar Select the SIMs you wish to bar and click the click the Add Full Bar Button If you would like to put a reference against the request so that you can track it against your own systems, then you should enter the reference (this is optional). Customer notes can also be added to the request, which added to the history of the request. Click Create Request. Managing Bars - Removing a Full Bar Select the SIMs you wish to unbar and click the click the Remove Full Bar Button Customer Distribution Page 19

20 If you would like to put a reference against the request so that you can track it against your own systems, then you should enter the reference (this is optional). Customer notes can also be added to the request, which added to the history of the request. Click Create Request. Managing Services - Enable Roaming Select the SIMs you wish to enable and click the click the Enable Roaming Button If you would like to put a reference against the request so that you can track it against your own systems, then you should enter the reference (this is optional). Customer notes can also be added to the request, which added to the history of the request. Click Create Request. Managing Services - Disable Roaming Select the SIMs you wish to disable and click the Disable Roaming Button If you would like to put a reference against the request so that you can track it against your own systems, then you should enter the reference (this is optional). Customer notes can also be added to the request, which added to the history of the request. Click Create Request. Schedule Tariff Holiday Select the SIMs you wish to apply the Tariff Holiday to and click on 'Apply Tariff Holiday' button. Customer Distribution Page 20

21 Note: You can only apply Tariff Holiday to SIMs with the same Tariff. Tariff Holiday settings will need to be applied to your tariff's in SIMPro, before you can schedule a Tariff Holiday. Please contact your Account Manager, if you would like more information on which networks are supported. In the popup that appears, select the From and To dates and click on Apply. Note: Tariff Holiday can only be applied for full calendar months (e.g. 1st of November 2017 to 30th of November 2017) In the alert tab that appears, click on OK Customer Distribution Page 21

22 If the schedule is successful, the workflow status for the selected SIMs will change to 'Tariff Holiday scheduled'. When the schedule Tariff Holiday is applied to the SIM, the SIM Customer status will change to 'Barred - Tariff Holiday'. SIM administrators for your Billing Account in SIMPro will also be notified, when the SIM status changes. When the Tariff Holiday is applied, the Line rental for the selected SIM will change to the Tariff Holiday Line Rental. This can be viewed in the Tariff Details page in SIMPro. Note: To know more about Tariff Holiday Line Rental, please contact your Account Manager. To remove a scheduled Tariff Holiday or applied Tariff Holiday, select the SIM with workflow status 'Tariff Holiday scheduled' or Connection status 'Barred-Tariff Holiday' and click on Remove Tariff Holiday. Note: Tariff Holiday can be removed at any time. If a Tariff Holiday is removed in the middle of a month, full line rental charges for the whole month will apply and 1 month will be deducted from the allowance. Customer Distribution Page 22

23 When a Tariff Holiday is removed or reaches the scheduled end date, the Connection status for the selected SIM will change to the Original status (status prior to applying the Tariff Holiday). SIM administrators for your Billing Account in SIMPro will also be notified, when the SIM status changes. Service Level Agreements (SLA s) The time scales listed apply to requests made via SIMPro: 1-5 refreshes, bars, updates to international and roaming will be requested/completed within 3 hours 5+ refreshes, bars, updates to international and roaming will be requested/completed within hours Create a Support Case Select the SIMs you wish to create a support case for and select Create a Support Case There are five different options to choose from, choose the one which most closely represents the nature of the query: SIM functionality Usage query Connectivity via IP SIMPro help Other Next, complete the below fields to give as much information as possible about the query. Some of the below fields will not appear dependant on the nature of the query. Customer Distribution Page 23

24 Once completed, press Create. This will generate a ticket reference for the Wireless Logic support teams. The updates will be sent to the registered address of the user. Requesting Cancellations Select the SIMs that require cancelling and press the Cancel Connection button. There are two stages to cancellations; in and out of contract SIMs. Both stages will only be applicable if one or more of the selected SIMs fit into either category. SIMPro will firstly display any SIMs which have been selected which are in contract. In contract SIMs (those with more than 30 days left on the contract) can be cancelled with immediate effect, upon payment of an associated buyout and admin fee. The buyout fee is calculated on the outstanding line rental to end of the contract. Alternatively, in contract SIMs can be scheduled to cancel at any time after the end of the contract. If required, enter an optional customer reference. Customer Distribution Page 24

25 To select the desired cancellation date for all of the SIMs, choose from the below options; Tomorrow Contract End Date After Contract End Date (use the calendar to select the date) If required, a full bar can also be requested be selecting yes from the drop down list. To update the cancellation date or bar request of an individual SIM, use the options displayed against each SIM line. Please note if SIMs are already barred, this cannot be updated and the option will not be available. Select Confirm to continue. If applicable, repeat the same process for out of contract SIMs. A summary of the request detailing any applicable costs will be displayed. To accept the quote, select Confirm, to decline the quote, select Reject. Please note; if there is bespoke cancellation agreement in place, the request will be passed to the Sales Admin team to be manually calculated. At this stage, if a full bar has been requested it will still be completed. 4.6 SIM Management - Exporting Data Find the SIMs you are interested in using the Quick Search, Filter, or Paste and Upload panel as if you were going to perform an action, and press the export button on the right hand side. The results will then be sent to the address that is registered in your user profile. There is no limit to the amount which can be exported, but if the value is over 75,000, it will be split into multiple files. Customer Distribution Page 25

26 4.7 SIM Management - Individual SIM Details Clicking on an individual ICCID will take you to a detail screen, which shows all attributes for the SIM. The Get Live Status button will only be available on networks which support this functionality. If available, it will list the connection and registration details. There are various pieces of information available for a connection and these are separated into different tabs; Connection details Usage SMS History Connection Details On the left, there is information about the billing account for the SIM, the details and any custom data you have uploaded. On the right you have detailed information about the connection on that SIM including the Tariff, which you can click on to retrieve further details. Customer Distribution Page 26

27 Usage Current month to date usage is listed in NetPro Usage. This will only show data which has been transferred over Wireless Logic s private network for the current month. Where available, month to date voice and SMS usage will also be displayed. The recent invoice usage and charges against the SIM will also be displayed under BillPro Usage History. Please note that data displayed here will have already been billed. SMS If any SMS have been sent using the SMS tool within SIMPro, the details of these requests will show in this section, including the date and message content. Customer Distribution Page 27

28 History The audit history of a SIM will be shown in this section, it will detail the change which was applied, also the time and date stamp 4.8 SIM Management - Edit SIM Details You can also click Edit SIM to amend the custom fields associated with that SIM. When you have entered the required data click Update to save the changes. 4.9 SIM Management - Multiple SIM Edit If you want to edit more than one SIM you can do this on the main SIM Management screen. Find the SIMs you are interested in using the Quick Search, Filter, or Paste and Upload panel. Once selected, click the Edit button; a box will be displayed as below. Customer Distribution Page 28

29 Enter the custom field data you want to apply to the group of SIMs and click Update. The Custom Fields of all of the selected SIMs will be updated to the entered data. (Note: if you leave a field blank it will overwrite any data already in that field). If you want to update the custom data on lots of SIMs but have different data for each SIM then you can use the Upload Custom Field Option, from the Uploads menu. SIM groups is a permission based feature and is currently available to a test set of customers, please be aware this service may become chargeable in the future SIM Groups SIM Groups allows a collection of SIM s on a single Billing Account and SIMPro users to be moved into a named sub group, whilst being managed independently and limiting the view to only that group of SIMs. Creating a SIM Group To create a SIM group, select Billing Accounts from the Navigation menu and then SIM Groups. This will present the SIM Groups management page. To make a new SIM group, select Create SIM Group. This will allow you to name the group you are creating. Select the location the group should be related to. Press create. Customer Distribution Page 29

30 There is no limit to the number of groups and levels that can be created. Moving SIMs into a group Selecting the Account Number from the group list, will show the available SIM s on the Billing Account, select the required SIMs using the tick boxes which need to be moved into the new group. Press Move SIMs and Users. Select the destination of the SIMs from the drop down list: This will move the selected SIMs to the new group. Moving Users into a group To allocate users, select the Users tab, this will present a list of the current users on the Billing Account: Select the Users, using the tick boxes which need to be moved to the required group. If new users need to be created, this can be requested to our SIM Management team. Please note: Wireless Logic will need to set up the initial group and Admin user. The Admin user will then be responsible for managing groups and users. Customer Distribution Page 30

31 Deleting a Group If a group is no longer required, select the group name from the Group List and select Delete SIM Group. Please note that a group cannot be deleted if it still contains either SIM numbers or users. These would need to be reallocated before the group can be successfully deleted Online Ordering SIM cards can be ordered via SIMPro. PLEASE NOTE: this role will have to be enabled as a feature on your SIMPro login. The Wireless Logic SIM Ordering Form is intended to show customers an overview of the SIMs currently on their SIM estate, previous orders placed via SIMPro and delivery addresses. It also displays the SIM cards available to order and a summary of each of the stages throughout the Order process. This is known as the Status Type. You can hover over each of the SIM types which will provide you with further information. The two graphs, Inactive SIMs by Network and Active Test/Ready Connections by Network, which can also be found on the dashboard, are there to assist customers with their stock levels across their account. As mentioned previously, not all mobile networks support Active Test/Ready, so for networks without this feature, no information will be displayed. If you would like to find out more about the range of products which Wireless Logic offer, then customers can contact the Sales team to enquire further by clicking on the contact us blue hyperlink to the right-hand side of the page. By clicking on this link, a new will pop-up. Customer Distribution Page 31

32 Order History This is where your orders placed through SIMPro will be listed and all information relating to the order will be shown here. The Wireless Logic Reference relates to the which has been generated by the order request so if you need to query an order, please quote this reference number. Once an order has been completed and despatched, a tracking number will be displayed. Customers have the option to Export an order or Re-order if they wish to duplicate a previous order submitted. Addresses This is where you can find previously entered delivery addresses on your billing account. Click the Add new delivery address button to add a new address. All previously entered delivery addresses will be available to select from when you come to placing your SIM order. Alternatively, you may wish to Remove Selected Addresses. Placing your Order Choose the billing account which you wish to place an order for and click the New Order button. This will take you to the SIM Ordering Form page. The networks which you have tariffs on will show as the Products available to order from. They will be listed in ranking order depending on which network you have the highest connections on, i.e. the highest connections will show first. For each product, there are three drop-down lists; Product, Status and Customer Solution. Customer Distribution Page 32

33 The drop-down list for Product will depend on what SIM card sizes are available for each network. Some networks may not give you that option, for example, we currently only offer a Standard-SIM (2FF) for the 3 network. Once the Product type has been selected, you will need to select the Status. The Status option will mainly be Active or Inactive, however, Active Test and Active Ready will also be available to choose from for certain networks. If you would like the SIM(s) to be sent out as Inactive, then you will not be given the option to select a Customer Solution. If you do wish for your SIM order to be despatched as Active, then a Customer Solution will have to be selected. A drop-down list will appear if there is more than the one tariff on your account for that network. If you would like to add a username to the connection, this should be entered into the Custom Field 1 information box (this is optional). This reference will appear against the SIM on SIMPro once it has been despatched. A quantity will then have to be entered into the last box. Once this has all been filled out accordingly, click Add to Order. The page will then reload and you will see that the item has been added to Your Order. The MNO, SIM Status, Product Type, Quantity and price of the SIM will all be listed. Customer Distribution Page 33

34 You can amend the quantity of the SIMs that you wish to place an order for once the product has been chosen. If you wish to remove a product from your order, select it by ticking the request and then click Delete. Once all of the products have been selected for your SIM order, you will then have to confirm a delivery address of where you would like the SIMs to be despatched to. Alternatively, a new delivery address can be added by clicking +. There is a box below where you can add in specific delivery instructions if need be. To confirm the order, the Terms and Conditions box must be ticked. The Terms and Conditions will appear on a new browser if you click on the blue hyperlink. Once ticked, you will then be able to place the order by clicking Confirm Order. You will then be taken back to the main Orders page where it will be confirmed that your SIM request has been put through successfully. A reference number will be provided. Customer Distribution Page 34

35 4.12 SMS Clicking on SMS on the navigation menu will present you with different options regarding sending SMS, viewing messages, managing your connections and SMS templates through the Wireless Logic SMS platform. Using the SMS platform is restricted to those users who have been granted the SMS role within SIMPro and are assigned a primary billing account. This primary billing account is used to calculate the charges for the SMS usage you incur. If you do not have access to the SMS platform or would like to discuss your SMS tariff, please contact your Account Manager who will be able to discuss this further. Sending SMS Click on Send SMS, this will show you the interface where you can send SMS. To send an SMS please follow these steps: Please Note: The SMS service is international and requires all recipients to be entered in an international format starting with the correct international code. This code must exclude beginning with 00 or a + Customer Distribution Page 35

36 1. In the Message Details box you can choose which Send From (inbox) you want to use. If you have multiple inboxes you will see a list of these. If you only have one inbox you will just have the default Inbox option. 2. In the Recipients Details box you are able to enter a MSISDN, label you have associated with a MSISDN or a group you have setup. If you start typing into the Recipient box you will see any available devices or groups based on what you have typed. 3. Select either a message template or enter text in message box. 4. Press Send SMS 5. To see the live status of the SMS, click on the link in blue at the bottom of the page. Live Message Status The status will refresh every 10 seconds and provide an update: 1. Sent this is the first possible status. It means SIMPro has received the request and sent it on via our SMS provider. 2. Pending the provider has the message and its now pending. This means it is waiting delivery. 3. Delivered the message was delivered and has been received by the recipient. 4. Expired The SMS validity period varies per network and if the SMS remains undelivered it will eventually expire on the network. Adding Recipients Besides the described methods, if you know the connection you wish to SMS, you can simply begin typing the number/group name in. Alternatively, there are three methods available to add recipients to send an SMS to: 1. SIMPro SIMs this displays your existing connections, you can find the required numbers by searching within the results and ticking the selection to confirm. 2. Imported/Saved numbers SMS can be sent to connections outside of the existing SIMPro base. Enter the MSISDN for the connection and press add, this will remember the details going forward in the imported/saved numbers tab 3. Groups can be created for sets of connections, if searching a number, it can either be added to an existing group or if needed a new group can be created. Press Add to confirm the connections into the Recipient s box. The total amount of recipients will be displayed under the results. To remove a connection/group from the Recipients box, press the black cross next to the line of data. Customer Distribution Page 36

37 When you add more than one device to the Recipient list you then have the option to add the devices to an existing group. Alternatively, you can create a new group from the list of devices in the Recipient list. Clicking the Save as Device Group or Add to Device Group buttons will present you with a popup that will allow you to do this. Inbox/Sent Message Clicking on Inbox / Sent Messages on the SMS menu will show you all the messages you have sent and received and the status of any of the messages. On the Inbox tab, it will detail the sent from number, content of the message, status and a time stamp of when the message was received. To view the sent items, change the tab to Sent Messages. This will show where the SMS has been sent from, the user who requested to send the SMS, the destination number, Billing account to be billed, message content, status of the delivery, if it was requested via API and the time and date stamp. All previous sent messages will be stored and can be found using the search box. Customer Distribution Page 37

38 To view a conversation between the sent and received SMS, click on Conversations. This will show a time stamped conversation view. Help on SMS status can be found on the SMS Status Description section. Manage Numbers Clicking on Manage Numbers on the SMS menu will show you the manage numbers interface. It will list all previous numbers which have been imported outside of the SIMPro base. It is possible to delete any imported numbers which are no longer required, by selecting the line of data and pressing Delete. There are two methods available to add new numbers into SIMPro. Firstly either choose the existing group that you are adding the numbers to, from the drop down Add to an Existing Group or secondly, create a new group by typing the new group name in the Add to a New Group box. Please Note: The SMS service is international and requires all recipients to be entered in an international format starting with the correct international code. This code must exclude beginning with 00 or a + If you have a list of the numbers to add, these can be copied into the paste area and then click Import. Alternatively, if you have a.csv file, these can be imported by clicking on the Import New Numbers tab, and selecting the file and clicking Import. Customer Distribution Page 38

39 Manage Groups Select Manage Groups from the drop down list, within the SMS menu in the navigation bar, to show the current groups. All current groups will be listed, along with the total amount of connections included, broken down to those within SIMPro and those imported/saved numbers. To edit the group name or connections within the group, click on the hyperlink. This will then allow you to edit the name of the group and connections. To remove connections, select the line of data and click delete selected numbers. To create a new group, enter the group name and press create. Then add and remove connections as needed. Message Templates Clicking on Message Templates on the SMS menu will show you a list of all your message templates and allow you to create, update and delete them. To add a new message template, click on the Create a New Message Template button. This will load an empty template message for you to create and save. Complete the Template Name box and fill in the message box with the required content. Click Save. This will now appear as a template when sending an SMS. To edit a template name and content, click on the hyperlink of the template name. This will allow you to make changes to both fields. Click Save. To delete a message template, click the Delete button next to the message template you want to remove. Customer Distribution Page 39

40 4.13 BillPro - Invoice List Clicking on BillPro on the navigation menu will show the Invoices for your account. From here, you can drill down into the individual invoice details or download one of three levels of invoice data. BillPro access is restricted to those users who have been granted the finance role within SIMPro. By default, this will be the primary billing contact given to Wireless Logic. If you would like other users to have access to billing information please contact our SIM Management Team, who will be able to arrange this for you. The Data, SMS, CSD, Roam and Voice results columns are links which will display a drill down view of the connections contributing to the cost displayed. Invoice Reports There are 3 levels of data available to customers and these can be exported as either a csv or Excel file. Invoice Summary Details the breakdown of charges by CTN and charge type, also includes custom field 1 (username) against the connections. Invoice Detail - Details the breakdown of charges by CTN, charge type and also total usage statistics for each charge type. It also contains network, username, SIM number, activation date, custom field 1, tariff code and inclusive tariff allowances against actual usage. Usage Detail - Details billing session data for each SIM on your account. Invoice Drilldown Clicking on an Invoice Date will take you to a more detailed view for that invoice. This will display all of the information which is included on your invoice and then a breakdown for each mobile number on your account, including, Line Rental, Usage charges for Data, SMS, CSD, Roaming etc. Customer Distribution Page 40

41 Invoice Drilldown - GPRS Aggregation Clicking on the Data Aggregation link will show you details of how the aggregation charges are calculated. This breakdown will show all of the aggregated tariffs, network, quantity of MSISDN s, inclusive data allowance per tariffs, total available amount of data, total usage and the cost for any usage outside of the usage allowance. Clicking on the Total Cost link will show each MSISDN on that tariff and the total amount of usage in MB each connection has had. Customer Distribution Page 41

42 Invoice Drilldown - SMS Aggregation Service Clicking on SMS Aggregation Service will detail all SMS messages and charges associated with the use of our SMS aggregation service. Invoice Drilldown - Nokia Mapping Clicking on Nokia Mapping will display charges associated with the use of Nokia mapping data and platforms. Invoice Drilldown - Individual Number You can also click on an individual number and drilldown to a more details report of the usage against that SIM and the associated costs. From here, you can also download a detailed usage report for this connection by clicking on Download Connection Usage Report ; the report will be ed to you, once generated. Invoice Drilldown - Individual Number Detail You can access full detail of sessions etc. by clicking on Details. Customer Distribution Page 42

43 4.14 Billing Accounts The billing accounts tab on the navigation menu allows you to look at your account details; you will see a list of accounts which your user has access to manage; Customer Distribution Page 43

44 Billing Accounts Clicking on the account name will take you to the Account Details screen. There are various pieces of information available for a connection and these are separated into different tabs; General Tariffs and customer solutions Alerts Contact Wireless Logic API settings Billing Accounts General The Account Details screen displays your full account details, by clicking Edit you can amend the labels for the custom fields used on your account, and the addresses which are used to notify people for various reasons such as Usage Alerts and Outage Notifications. Customer Distribution Page 44

45 When you have finished editing the details simply click Update to save you changes Additional Security for people who call in for requests To further enhance the security of your Billing Account in SIMPro, you can set a password within the 'Billing Account Password' field. Any users contacting the support teams at Wireless Logic will then be requested to provide the password for any interaction. Please note: For new Billing Accounts created after 1st of June 2017, the system will automatically generate and set the password. Passwords will only be ed to the Billing Account system administrators. You can also click on the 'Edit' button to amend the existing password for that Billing Account. Clicking on the 'Edit' button will allow you to edit the password set for your Billing Account. When you have entered the required password, click 'Update' to save the changes. On save, the SIM administrators for the Billing Account will be notified of the password change. Please Note: Password length must be between 6-10 characters Only alphanumeric characters are allowed (e.g. t1e2s3t4 or Test1234). Billing Account Tariffs and Customer Solutions Clicking on the tariff and customer solutions tab will take you to the details screen (you can also get to this by clicking on a tariff code in SIM Details). Customer Distribution Page 45

46 The full tariff details are visible including the Line Rental, the level of inclusive Data and other services, and the charges associated with additional usage and roaming. The available customer solutions are also listed, detailing the network, tariff and connection details. Billing Account - Setting Usage Alerts The ability to set up usage alerts is only available in SIMPro for SIMs which make use of our NetPro service and only for Data (not SMS, CSD, or Voice). Click on Add Usage Alert at the bottom of the Billing Account page. There are four different alert types available: Billing Account level provides an alert across the entire base of connections Tariff level provides an alert for all connections within the same tariff MSISDN level provides a bespoke alert for individual connections Aggregated Tariff provides an alert across the total available amount of data allowance in an aggregated tariff pool. For Billing Account, Tariff and MSISDN level alerts, enter the low value for monthly usage alert, followed by the value of this amount from the drop down list. Next, enter the high value for monthly usage alert, followed by the value of this amount from the drop down list. Customer Distribution Page 46

47 Finally, if using the Tariff or MSISDN level alerts, either type the MSISDN or select the tariff you wish to apply it to from the drop down list. Press Create. For Aggregated Tariff alerting, the low and high data value can be used by following the above process. Alternatively, an alert can be created using a percentage threshold for low and high data usage. To use this option, tick the box Use a percentage for the alert values. Once the percentages have been entered, click Create. A daily summary will be sent from simpro@wirelesslogic.com to the registered addresses in the Usage Alert section on the billing account page. If this field is blank, it will prompt for an address to be added before creating an alert. The daily summary will contain the following information: SIM MSISDN IMSI Network Custom field 1 Inclusive tariff data allowance Monthly low and high alert value Dates the low and high alerts were reached Month to date usage To edit/delete an existing alert, click on the alert type hyperlink. This will then bring up the current attributes linked to the existing alert. The data can then be edited and accepted by clicking update. To remove an existing alert, simply click the delete button. Stock Threshold Alert To add an inactive stock alert, press create stock threshold. This will allow you to enter a stock threshold value. When the inactive stock on the account goes less than the threshold, it will trigger an to the addresses listed in the Sim Admin section. Contact Wireless Logic View the contact details for the different teams API settings View any active API settings linked to the account 4.15 Users Creating a new user in SIMPro Select the Users tab from the navigation menu. Please note that only users with the Admin role will be able to access this page. The page will load all of the existing users for the account. Customer Distribution Page 47

48 Select the Create a new User button. Enter the new users details: First name Last name Username address Password Next, select the level of access the user should have: Finally, press create. This will generate an automated welcome to the new user s address. Editing existing users Click on the username that you require to update. The options to edit will appear, select Update to submit the changes. To disable a user, untick the enabled box Reporting NetPro Usage Types of usage reporting Usage Reporting for data is available in SIMPro only for SIMs which utilise Wireless Logic NetPro services. Voice and SMS usage is only available on selected networks. The usage system does not distinguish between local and roaming usage. Different frequencies of data usage monitoring are available dependant on which MNO is being utilised, if available, usage reporting will be in one of the following types: Real time on session close Real time on session close and current open session updates at least daily Month to date usage, updated every 1-2 hours, including current open sessions For more information on what each MNO can offer, please speak to your Account Manager. Customer Distribution Page 48

49 Usage Data is not based on the mobile networks billing systems and while Wireless Logic make every effort to make the data accurate we do not accept responsibility for omissions or discrepancies. Generating usage reports Clicking on Reports and selecting NetPro Usage from the menu will take you to the NetPro Usage Reports screen. You can select the type of report to run from the report options panel There are six types of report available: GPRS usage by SIM SMS usage by SIM Voice usage by SIM GPRS usage by tariff SMS usage by tariff Voice usage by tariff You can use the paste area or alternatively, there are several different filters available to help define the search: Network Custom Field 1-5 Tariff Month Account SIM Group Each report can be run to show a month summary or a daily breakdown and each can be viewed either on screen of downloaded (which will be ed to you). By default the report is filtered to show only the current month, you can select additional months as required. Once you have selected your filter click Go to run the report. Customer Distribution Page 49

50 The results can be sorted into either ascending or descending order by using the arrows in the column headers. Please note the usage on this page is shown in MB. Clicking on the SIM will take you to the details for that connection, including a graphical display of the month to date GPRS usage over the Wireless Logic private APN s. Usage Alert Information Clicking on Reports and selecting 'Usage Alert Information' will take you to the Usage Alert Information screen. By default, you will see a list of all the usage alerts for the current month for all the SIMs in your base. You can then filter and search for the alerts you are interested in. If you click on the filter button, the filter panel will drop down. To keep the filter menu permanently in view, click the 'V' button next to the filter header. Customer Distribution Page 50

51 You can now set the filters you want, to limit the alert type you see in the table. There are several different filters available to help define the search. Account (Name) Account Number Network Tariff (as available per billing account). Alert Types : includes alerts at Billing Account level, Tariff Level, MSISDN level, Aggregated Tariff level, SIM level. Date Alert Triggered Predicted Low Alert Date Predicted High Alert Date Custom Fields (1-5). Once you have chosen the filters you would like to apply simply click 'Go'. When a filter is applied, the filter bar will turn green so that you know you have one or more filters enabled. To clear the filters you have applied, open the filter panel and click the 'Clear Filter' button on the left hand side. Please note the usage on this page is shown in MB. Clicking on the SIM will take you to the details for that connection, including a graphical display of the month to date GPRS usage over the Wireless Logic private APN s Uploads Selecting Uploads from the Navigation Bar will allow you to perform bulk operations such as uploading custom data against your SIMs, or performing bulk SIM swaps. Historic uploads will be displayed, showing the upload type, file name, MNO, status, quantity and user. When an upload is requested, an will be generated on completion confirming if the batch upload was successful or if it failed. If the batch has failed, further information can be found of the error by selecting the details link. Upload information All files used for uploads must be saved as.csv, with no column headers. Select the relevant upload type from the drop down menu and upload the file. When a upload type is selected, a formatting help text is displayed, to help understand the file format. Customer Distribution Page 51

52 Requesting SIM swaps Bulk SIM swaps can be requested in two different formats and can only be requested for one network at a time. 1. Bulk SIM swap by ICCID column 1 should contain the old ICCID number(s); column 2 should contain the new ICCID number. 2. Bulk SIM swap by MSISDN column 1 should contain the MSISDN; column 2 should contain the new ICCID number. Uploads - Custom Fields Select the upload type as Custom Fields Click Choose File The file you upload should contain up to 5 columns, which will be uploaded in to the custom fields. There are two options on how we treat blank fields, which are chosen from the Save Choice drop down menu: Update - this will ignore blanks in your data and maintain the existing data in those fields. Overwrite - if you leave blanks in the data you upload, it will overwrite the data currently held in those fields. For example; if there are a number of SIMs which already have some Custom Data against them. SIM Number Custom Field 1 Custom Field 2 Custom Field 3 Custom Field 4 Custom Field Test Data 1 Wireless Logic If you upload a file with update as follows; ,Test Data2,,,Beaconsfield, HP9 1LJ Your data will end up as follows; SIM Number Custom Field 1 Custom Field 2 Custom Field 3 Custom Field 4 Custom Field Test Data 2 Wireless Logic Beaconsfield HP9 1LJ If you upload the same file with overwrite Your data will end up as follows; SIM Number Custom Field 1 Custom Field 2 Custom Field 3 Custom Field 4 Custom Field Test Data 2 Beaconsfield HP9 1LJ Customer Distribution Page 52

53 Uploads - Bulk SIM Swap You have two options on how to upload the data. ICCID->ICCID - this will require you to upload current and new ICCID. MSISDN->ICCID this will require you to upload the MSISDN and new ICCID Select the type of upload required and the network of the SIMs you wish to swap are on and click Choose File And click Go You will see a confirmation screen which will show all of the SIM Swaps you are requesting detailing the Current ICCID, the MSISDN of the connection and the New ICCID of the new SIM. You have the option to add a customer reference number. Confirm the SIM Swap request by clicking Create Request. Uploads Location You have two options on how to upload the Location data. Longitude and Latitude - The file you upload should contain 2 columns. Column A should contain the ICCID (in Full) Column B should contain quoted Co-ordinates. Valid examples are shown below o "41 24'12.2\"N 2 10'26.5\"E" o " N, E" o " , " Cell ID - The file you upload should contain 5 columns Column A should contain the ICCID (in full) Column B should contain the Cell ID (numeric, up to 10 digits) Column C should contain the LAC (numeric, up to 3 digits) Column D should contain the MCC (numeric, up to 3 digits) Column E should contain the MNC (numeric, up to 3 digits) Select the type of upload required and click 'Choose File' And click 'Go'. Customer Distribution Page 53

54 If the upload is successful, you can see the uploaded co-ordinates and a map view in the SIM details page under the Location tab You can click on the 'Edit' button to amend the existing co-ordinates for that SIM. When you have entered the required co-ordinates click 'Update' to save the changes. You can also view multiple SIM location on a map. To view the SIM location, select the SIMs in the SIM management page and click on Show Location button. Please Note: This is only available to users with role (ROLE_SHOW_LOCATION). To know more about this feature, please speak to your Account Manager or the SIM Management team. Customer Distribution Page 54

55 SIMs which do not have the location co-ordinates available in SIMPro will be displayed with a greyed out tooltip as shown. Clicking on a SIM will allow you to view the SIM status details Customer Distribution Page 55

56 4.18 Help menu Clicking on the Help Menu from the Navigation Bar, will show display the below options: Links MNO outages User Guide Quick Start SIMPro API Overview SMS API Documentation SIMPro 4 API Documentation SMS Status Description The Links page shows the Mobile Networks coverage checkers, our delivery partners tracking websites and site finder information. Quick start guides are available for, Requesting Activation, SIM Swaps, Billing Accounts, Uploads, SMS, NetPro and BillPro. If more information is required on the API documents available, please contact development@wirelesslogic.com. The SMS status descriptions will show the displayed error message, full description of the problem and the classification of if the status Contact Us Clicking on the icon next to the phone number in the Navigation Bar, will display the contact information for the individual department at Wireless Logic. If you have any queries or concerns regarding a product or service, please contact us. Customer Distribution Page 56