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Worked Example: Broadband B2C

Worked Example: Broadband B2C — "SuperFibre 200 Home"

This section walks through a complete, end-to-end order lifecycle for a residential broadband product — from the moment the customer clicks "Order Now" to the moment their service is active and they are browsing the internet. This is the first of five technology-specific worked examples in Module 3 (Sections 3.6–3.10), each showing how COM/SOM/ROM handles a different product and technology domain.

Follow this example carefully. If you can trace the full journey of an order through all three layers, you have a solid understanding of telco order management architecture.

Broadband B2C activation — SOM orchestrates through ROM to provision OLT, BNG, DHCP/RADIUS, IPAM, ACS, and Cloud WiFi

Building on Module 2

This example uses the same "SuperFibre 200 Home" product from Module 2's catalog modeling example. In Module 2, we defined the Product Offering, Product Specification, CFS, RFS, and Resource catalog entries. Now we see what happens when a customer actually orders that product — how the catalog definitions drive real-world fulfillment.

The Scenario

Customer Scenario

Customer: Jane Smith (existing mobile customer, new to broadband). Address: 42 Fibre Lane, Melbourne VIC 3000. Product: "SuperFibre 200 Home" — 200Mbps download, 50Mbps upload, unlimited data, WiFi management app, router included. Technology: GPON (confirmed by address qualification). Contract: 24 months, $89/month, $0 installation (promotional). Channel: Online self-service portal.

Order Summary

Attribute	Value
Customer	Jane Smith (CUST-4821)
Account	ACC-7742 (existing mobile account)
Product Offering	SuperFibre 200 Home (PO-SF200H)
Product Specification	Residential Broadband Access (PS-RBA-01)
Address	42 Fibre Lane, Melbourne VIC 3000
Access Technology	GPON (OLT-EAST-07 serving area)
Download Speed	200 Mbps
Upload Speed	50 Mbps
Data Quota	Unlimited
Router	Huawei HG8245H (included in offering)
WiFi App	Included
Static IP	Not selected
Contract Term	24 months
Monthly Price	$89.00
Installation	$0 (promotional)

Step 1: CPQ Configuration and Order Submission

Channel & CPQ Processing

Customer Browses Catalog

Online Portal → TMF620

Jane logs into the online portal. The portal queries TMF620 (Product Catalog API) to display eligible broadband offerings at her address. "SuperFibre 200 Home" is shown as available (address qualification confirms GPON coverage).

CPQ Configures Product

CPQ

Jane selects "SuperFibre 200 Home". CPQ loads the Product Specification and presents configurable options: router model (Huawei HG8245H — default), WiFi app (included), Static IP (optional — not selected). CPQ validates the configuration is complete and consistent.

CPQ Prices the Quote

CPQ

CPQ calculates pricing: $89/month recurring, $0 installation (promotional discount applied), 24-month contract. Total contract value: $2,136. Jane reviews and accepts the quote.

Order Submitted to COM

CPQ → COM (TMF622)

CPQ submits a TMF622 POST /productOrder request to COM containing: the Product Offering reference, selected characteristics, pricing, customer/account references, and delivery address.

TMF622 — Product Order Created

COM assigns order ID: PO-2024-00847. State: "acknowledged". The Product Order contains one Product Order Item (POI-001) with action "add", referencing Product Offering PO-SF200H, with characteristics: downloadSpeed=200, uploadSpeed=50, dataQuota=Unlimited, routerModel=HG8245H, wifiApp=true, staticIp=false.

Step 2: COM Validation and Decomposition

COM Processing Steps

Catalog Validation

COM → TMF620

COM validates: PO-SF200H is an active offering; all mandatory characteristics are provided; selected router model is valid for this offering; no incompatible options.

Credit Check

COM → Credit System

COM queries the credit system. Jane is an existing mobile customer in good standing — credit check passes with no issues. No deposit required.

Address Qualification

COM → Address Qualification

COM confirms the address is GPON-serviceable via the address qualification service. Exchange: EAST-07. Distribution point: DP-142. Available OLT capacity confirmed.

Duplicate Detection

COM

COM checks for existing broadband orders or services at this address for this customer. No duplicates found.

Product-to-CFS Decomposition

COM → Catalog

COM reads Product Specification PS-RBA-01 and determines the required CFS types: CFS:Internet-Access (mandatory), CFS:WiFi-Management (included in offering), CFS:CPE-Management (mandatory). Static IP was not selected, so CFS:Static-IP is not included.

Service Order Created

COM → SOM (TMF641)

COM creates a TMF641 Service Order (SO-2024-03291) with three Service Order Items and submits to SOM. Product Order state transitions from "acknowledged" to "inProgress".

COM Decomposition Output: Service Order Items

SOI ID	CFS Type	Action	Key Characteristics
SOI-001	CFS:Internet-Access	add	downloadSpeed=200, uploadSpeed=50, technology=GPON
SOI-002	CFS:WiFi-Management	add	platform=CloudWiFi, features=speedTest+parental
SOI-003	CFS:CPE-Management	add	equipmentModel=HG8245H, delivery=shipToCustomer

Step 3: SOM Orchestration and CFS → RFS Decomposition

SOM receives Service Order SO-2024-03291 and begins orchestration. Its first task is to decompose each CFS-level service order item into RFS-level items using the service catalog.

CFS:Internet-Access with technology=GPON decomposes into four RFS items:

ROI ID	RFS Type	Action	Key Characteristics
ROI-001	RFS:GPON-Bearer	add	bearerSpeed=1G, oltArea=EAST-07
ROI-002	RFS:VLAN-Service	add	vlanType=c-tag, serviceType=internet
ROI-003	RFS:IP-Profile	add	ipVersion=dualStack, dhcpPool=EAST-RES
ROI-004	RFS:QoS-Profile	add	download=200M, upload=50M, class=residential

SOM Orchestration Plan

SOM builds an orchestration plan based on the dependencies between RFS items. The plan determines what can run in parallel and what must be sequential:

Orchestration Plan: Dependencies

Task	Depends On	Reason
ROI-001: GPON Bearer	(none — starts immediately)	No prerequisites for bearer provisioning
ROI-007: CPE Provisioning	(none — starts immediately)	CPE can be shipped/pre-provisioned independently
ROI-002: VLAN Service	ROI-001 (Bearer)	VLAN is configured on the bearer connection
ROI-003: IP Profile	ROI-002 (VLAN)	IP addressing is bound to the VLAN
ROI-004: QoS Profile	ROI-001 (Bearer)	QoS policy is applied to the bearer
ROI-006: TR-069 Config	ROI-007 (CPE Provisioning)	ACS config requires CPE device identity
ROI-005: Cloud Controller	ROI-006 (TR-069 Config)	Cloud controller registration requires CPE to be ACS-managed

Parallel Branches

Notice two independent branches: Branch A (network-side): Bearer → VLAN → IP + QoS. Branch B (CPE-side): CPE Provisioning → TR-069 Config → Cloud Controller. These branches execute in parallel, significantly reducing the overall fulfillment time. The service is considered "active" when both branches complete.

Step 4: ROM Resource Allocation and Activation

SOM submits the Resource Order Items to ROM via TMF652. ROM processes each item: assigning specific resources from inventory and driving activation to network elements.

ROM Processing: Branch A (Network-Side)

ROI-001: Allocate GPON Bearer

ROM → Resource Inventory → OLT

ROM queries Resource Inventory for an available OLT port in the EAST-07 serving area. Selected: OLT-EAST-07, Line Card 3, Port 12. ROM reserves the port and sends GPON activation commands to the OLT via NETCONF adapter. OLT confirms bearer is up.

ROI-002: Assign VLAN

ROM → VLAN Manager → Access Switch

ROM allocates VLAN ID 1042 from the residential VLAN pool for exchange EAST-07. Configures the VLAN on the access switch/OLT for the bearer port. Configuration pushed via NETCONF.

ROI-003: Configure IP Profile

ROM → IPAM → DHCP/RADIUS

ROM requests an IPv4 address from IPAM: 10.42.17.22 from DHCP pool EAST-RES. Also allocates IPv6 prefix: 2001:db8:42:17::/64. Updates DHCP/RADIUS server with customer binding (MAC → IP → VLAN).

ROI-004: Apply QoS Profile

ROM → BNG

ROM selects QoS policy template BW-200-50-RES (200Mbps down/50Mbps up, residential class) and applies it to the bearer/VLAN combination on the BNG (Broadband Network Gateway).

ROM Processing: Branch B (CPE-Side)

ROI-007: CPE Provisioning

ROM → Equipment Inventory → Logistics

ROM reserves a Huawei HG8245H from warehouse stock (S/N: HWT2340098). Pre-provisions device configuration (SSID: SmithHome, WPA3, LAN settings). Dispatches shipping to customer address via logistics integration.

ROI-006: TR-069 Configuration

ROM → ACS (TR-069 Server)

ROM creates an ACS (Auto-Configuration Server) profile for S/N HWT2340098 with the residential-gpon template and firmware target v3.2. When the CPE powers on and contacts the ACS, it will receive its full configuration automatically.

ROI-005: Cloud Controller Registration

ROM → Cloud WiFi Platform

ROM registers the CPE device with the CloudWiFi management platform, enabling the WiFi management app features (speed test, parental controls, device visibility) for Jane's account.

Complete Resource Allocation Summary

RFS	Resource Allocated	Type	Value
GPON-Bearer	OLT Port	Physical	OLT-EAST-07, LC3, Port 12
GPON-Bearer	ONT Device	Physical	HG8245H, S/N: HWT2340098
VLAN-Service	VLAN ID	Logical	VLAN 1042
IP-Profile	IPv4 Address	Logical	10.42.17.22
IP-Profile	IPv6 Prefix	Logical	2001:db8:42:17::/64
QoS-Profile	Bandwidth Policy	Logical	BW-200-50-RES
TR069-Config	ACS Profile	Logical	acs.example.com/device/HWT2340098
Cloud-Controller	Platform Registration	Logical	CloudWiFi device ID: CW-89012

Step 5: Activation and Completion Cascade

As ROM completes each resource order item, completion cascades upward through SOM to COM:

Completion Cascade

ROM Completes Resource Order Items

ROM → SOM (TMF652 Events)

ROM publishes ResourceOrderItemStateChangeEvent for each completed ROI. All 7 ROIs complete successfully (Branch A in ~15 minutes, Branch B in ~48 hours due to CPE shipping).

SOM Completes Service Order Items

SOM

As each ROI completes, SOM evaluates its orchestration plan. When all ROIs for a CFS are done, SOM marks the corresponding SOI as complete. SOI-001 (Internet Access) completes when all 4 network-side ROIs are done. SOI-003 (CPE) completes when CPE provisioning and TR-069 are done. SOI-002 (WiFi) completes when the cloud controller link is established.

SOM Updates Service Inventory

SOM → TMF638

SOM creates three new service instances in Service Inventory (TMF638): SI-INT-4821 (Internet Access, Active), SI-WIFI-4821 (WiFi Management, Active), SI-CPE-4821 (CPE Management, Active). Each instance carries the provisioned characteristic values.

SOM Completes Service Order

SOM → COM (TMF641 Events)

With all 3 SOIs complete, SOM marks Service Order SO-2024-03291 as "completed" and publishes ServiceOrderStateChangeEvent to COM.

COM Completes Product Order

COM → TMF637 → Billing

COM receives the service order completion event. It marks Product Order PO-2024-00847 as "completed", creates a Product Instance in Product Inventory (TMF637), and triggers billing activation.

Customer Notification

COM → Notification Service

COM triggers a notification to Jane: "Your SuperFibre 200 Home broadband is now active! Download the WiFi app to manage your connection." Jane connects her router and is online.

TMF APIs Used at Each Stage

API Usage Across the Order Lifecycle

Stage	API	Operation	Purpose
Catalog Browse	TMF620	GET /productOffering	Display eligible offerings to customer
Order Submission	TMF622	POST /productOrder	Create product order from CPQ
Order Status	TMF622	GET /productOrder/{id}	Track product order state
Service Order	TMF641	POST /serviceOrder	COM submits service order to SOM
Service Status	TMF641	Events	SOM notifies COM of service order state changes
Resource Order	TMF652	POST /resourceOrder	SOM submits resource order to ROM
Resource Status	TMF652	Events	ROM notifies SOM of resource order state changes
Product Inventory	TMF637	POST /product	COM creates product instance on order completion
Service Inventory	TMF638	POST /service	SOM creates service instances on completion
Resource Inventory	TMF639	PATCH /resource/{id}	ROM updates resource state (available → active)

Order Timeline

End-to-End Timeline

Time	Event	System	State
T+0 min	Jane submits order	Portal → COM	PO: acknowledged
T+1 min	COM validates and decomposes	COM → SOM	PO: inProgress, SO: acknowledged
T+2 min	SOM builds orchestration plan	SOM	SO: inProgress
T+3 min	ROM begins Branch A (network)	SOM → ROM	RO: inProgress
T+3 min	ROM begins Branch B (CPE shipping)	ROM → Logistics	ROI-007: inProgress
T+5 min	OLT port activated (ROI-001)	ROM → OLT	ROI-001: completed
T+7 min	VLAN assigned (ROI-002)	ROM → Switch	ROI-002: completed
T+10 min	IP profile configured (ROI-003)	ROM → DHCP	ROI-003: completed
T+12 min	QoS applied (ROI-004)	ROM → BNG	ROI-004: completed
T+15 min	Branch A complete (network ready)	ROM → SOM	Network-side ROIs: completed
T+36 hrs	CPE delivered to Jane	Logistics	ROI-007: completed
T+36 hrs	TR-069 ACS profile ready (ROI-006)	ROM → ACS	ROI-006: completed
T+36.5 hrs	Jane plugs in router — CPE contacts ACS	CPE → ACS	Auto-configuration begins
T+37 hrs	Cloud controller registration (ROI-005)	ROM → CloudWiFi	ROI-005: completed
T+37 hrs	All ROIs complete → Service Order complete	SOM	SO: completed
T+37 hrs	Product Order complete → Billing active	COM	PO: completed
T+37 hrs	Jane receives "service active" notification	Notification	Customer online

What-If Scenarios

Real-world orders rarely follow the happy path perfectly. Here are some common scenarios and how the order management system handles them:

Scenario: ROM queries Resource Inventory for an OLT port and finds all ports on OLT-EAST-07 are in use.

ROM marks ROI-001 (GPON Bearer) as "held" with reason: "resource exhaustion"
ROM publishes ResourceOrderItemStateChangeEvent (held)
SOM receives the event, evaluates impact: all network-side items are blocked
SOM marks SOI-001 (Internet Access) as "held"
SOM publishes ServiceOrderStateChangeEvent (held)
COM receives the event, marks PO as "held", notifies customer: "We are working on your order — a network capacity issue at your local exchange needs to be resolved"
ROM routes the issue to network planning for OLT port expansion
Once new ports are available, ROM retries allocation and the order resumes

Complete Entity Map

Here is the complete set of entities created across all systems during this order lifecycle:

Entities Created by This Order

Entity	System of Record	System of Engagement	System of Reference	Notes
Product Order PO-2024-00847	COM	Online Portal	—	1 POI (add SuperFibre 200 Home)
Service Order SO-2024-03291	SOM	COM	—	3 SOIs (Internet, WiFi, CPE)
Resource Order RO-2024-07814	ROM	SOM	—	7 ROIs (Bearer, VLAN, IP, QoS, Cloud, TR069, CPE)
Product Instance PI-BB-4821	Product Inventory	COM	—	SuperFibre 200 Home for Jane Smith
Service Instance SI-INT-4821	Service Inventory	SOM	—	CFS: Internet Access (Active, 200Mbps)
Service Instance SI-WIFI-4821	Service Inventory	SOM	—	CFS: WiFi Management (Active)
Service Instance SI-CPE-4821	Service Inventory	SOM	—	CFS: CPE Management (Active, HG8245H)
Resource: OLT Port (LC3/P12)	Resource Inventory	ROM	—	Physical — allocated to SI-INT-4821
Resource: VLAN 1042	Resource Inventory	ROM	—	Logical — allocated to SI-INT-4821
Resource: IP 10.42.17.22	Resource Inventory	ROM	—	Logical — allocated to SI-INT-4821
Resource: ONT HWT2340098	Resource Inventory	ROM	—	Physical — shipped to customer

Section 3.6 Key Takeaways

A single product order ("SuperFibre 200 Home") decomposes into 3 service order items and 7 resource order items
Two-stage decomposition: Product → CFS (by COM) and CFS → RFS (by SOM), both catalog-driven
Orchestration identifies parallel branches (network-side vs CPE-side) to minimise total fulfillment time
ROM allocates specific resources (OLT port, VLAN, IP, QoS policy) from inventory and drives activation
Completion cascades bottom-up: ROM → SOM → COM, with inventory updates at each layer
Failure handling includes retry, manual routing, compensation, and customer notification
Modify orders use delta decomposition — only changed elements flow downstream
The full entity chain (order → inventory at each layer) provides end-to-end traceability
Ten TM Forum APIs are involved in a single end-to-end order lifecycle