Migrating to EngageIP Billing from another Billing Application

Summary

This article outlines general steps to be taken when migrating from generic billing software to EngageIP Billing v8. It also outlines the acceptance tests to be completed on location to confirm:  i) the migration was a success (no data lost); and ii) CSRs, Accountants, and Admins will be able to perform their regular tasks similar to how it was done in their previous billing software.

This document will use 'Billing X' as a reference to your current billing software whose customer base is being migrated to EngageIP Billing.

Overview

1. Migration from Billing X to EngageIP Billing Includes an outline of all steps involved in migration, and various 'check questions' along the way to confirm the migration is successful

2. Acceptance Testing CSR / Accountant / General Role driven scenarios for common tasks. Report reconciliation between Billing X and EngageIP Billing Initial bill run confidence testing

Migration from Billing X to EngageIP Billing

These are the general steps involved in the migration from Billing X  to EngageIP Billing.

Note: this document does not attempt to cover any specific migration requirements or information directly related to the migration where other detailed documents are available.

1. Use the XML import methods, detail for the import tool and file formats provided here: Data Migration Utility.  Below is a quick list of items that may give an outline of processes to be completed during the migration:

   • Collect Support Phone Numbers
     Finance:
     Development:
     Operations:
     Legacy System:

   • Decommissioning
     Provisioning services
     Email notification servers
     Legacy Billing

   • Import Process
     Update/verify time-sensitive views, views with date calculations
     Backup previous XML import folders
     Backup EngageIP Prod Database config
     Backup existing current staging database(s)
     Import/Stage legacy data to intermediate database(s)
     Verify staged data is complete (transactions from most recent dates included)
     Copy any staged/static XML to import folder
     Restore prod database to dev environment to prep for import
     Turn off DAL Logging
     Import base data as required
     Verify base data
     Complete XML imports
     Complete each stage of import, backup and verify as you go
     Generate equipment import CSV
     Verify Inventory Locations/Bins
     Import Equipment
     Run Post-Import Scripts if needed
     Restore DAL Logging
     Backup and push database to production
     Perform exception reporting and deliver to CSRs for manual correctionPost-Deployment Tasks
     Notify management/stakeholders
     Enable provisioning services
     Confirmation Email for Go-Live to end users
     Notify customers of changes/portal location/other relevant info

2. Do a preliminary accuracy check to ensure customers have been entered into EngageIP Billing:

   • Can you look them up?

   • Can you view their packages and services?

   • Are next bill dates correct?

   • Are base fees correct?

   • Is the status listed correctly?

   • Are their contacts filled out?

   • Do you see a full list of transactions?

3. If the above step is successful, proceed to validating reports for number of users in the system etc:

   • Do the reports accurately reflect the number of users imported?

   • Are the balance totals correct, both at the customer level and on reports?

Note: Scan through each owner report to see if there is data or not, and if that data is plausible according to your setup and the users you entered. Different installations will of course make use of a difference variety of reports depending on the nature and number of records imported. The reports here should reflect for the most part the reports in Billing X in terms of Package lists, customers active/non active, taxes payable etc.

If the above looks correct, you can move into acceptance testing which invoices a more defined intensive measurement of the systems accuracy and integrity post import.

Acceptance Testing

Acceptance testing will be scenario and report driven to provide the most true to life test of the system.

Role Driven Scenarios

Role driven scenarios are made up of common tasks carried out in EngageIP Billing by admin users including; Agents, CSRs, Accounting, and/or Admin. The requirement is that you compile a list of common tasks carried out by each of the management levels in your organization, and have said management personnel complete these tasks in the application (EngageIP Billing) as a test of user competency, system data integrity and overall system configuration completeness before a 'go live' decision is made.

Have your users (depending on management level) complete the described scenarios in EngageIP Billing to confirm that: i) they can complete their tasks, ii) there are no questions along the way or interface misunderstandings, and iii) there are no errors (unexpected outcomes) while completing the tasks.

The list below provides a basic list of scenarios that you will want to build on in your organization. These are based on roles, requirements and general tasks of a cross section of your administrative personnel:

Support User (CSR) Can you go through the process of

1. Adding a user with required package?

2. Searching for a user based on various pieces of information (firstname, lastname, billing phone number, invoice number)?

3. Creating a ticket?

4. Updating a ticket?

5. Cancelling a package?

6. Suspending a user account?

7. Adding a transaction?

8. Looking up, emailing, printing an invoice for a customer?

9. Applying a payment on account via credit card or applying a credit transaction?

10. Changing packages?

11. Entering auxiliary contact information or editing existing information?

Accountant / Billing Admin Role - Can you go through the process of

1. Searching for customer accounts?

2. Looking up transactions / invoices?

3. Navigating the transactions page as required?

4. Produce, export, email and understand sales reports, tax reports and other pertinent reports?

General Admin Role

The general admin role will need to do all of the above and have an understanding of all items above.

Worksheet

List the roles in your organization and 5 or more common tasks they perform each day under regular working conditions:

Role #1: _______________________________

Common tasks performed by this role:

1. _________________________________

2. _________________________________

3. _________________________________

4. _________________________________

5. _________________________________

Role #2: _______________________________

Common tasks performed by this role:

1. _________________________________

2. _________________________________

3. _________________________________

4. _________________________________

5. _________________________________

Role #3: _______________________________

Common tasks performed by this role:

1. _________________________________

2. _________________________________

3. _________________________________

4. _________________________________

5. _________________________________

Role #4: _______________________________

Common tasks performed by this role:

1. _________________________________

2. _________________________________

3. _________________________________

4. _________________________________

5. _________________________________

Role #5: _______________________________

Common tasks performed by this role:

1. _________________________________

2. _________________________________

3. _________________________________

4. _________________________________

5. _________________________________

Once complete, sit down with a member of each role and proceed to test proficiency, ease of use and system integrity with assigned tasks. This will ensure that when the system is live, a user with one of these roles will be able to complete the common tasks without issue and efficiently.

Report Reconciliation Between Billing X and EngageIP Billing

The following comparisons assume a frozen Billing X state and a fresh import of users into EngageIP Billing (with no existing test users, if test users exist, you can mentally filter them out when looking at reports).

Billing X Report = EngageIP Billing  Report

• A/R Report = A/R Report  > This is the aged receivables report which is standard in billing software and recorded / displayed as of a specific date

• Customer Accounts = Accounts Report  > This is the listing of accounts in the billing software

• Customer Services Report = Account Services Report > A complete listing of active and non active services in the billing software

• Bank Deposits = Bank Deposits Report > A general report showing bank deposit transactions, monies received

• Taxes Payable = Taxes Payable > A general report listing the taxes payable in the billing software listed by customer

Acceptance Testing is complete when you can confirm that both users can complete common tasks and reports that match Billing X reports. Any extra testing that may be more specific to your operations is prudent, including the correct provisioning of accounts to external servers etc. These however may be included in the 'common task' check list and indeed should be.