FAQs about this subject
What are you looking for?
The Contact Management Service (CMS) is an online business-to-business tool for processing contacts to and from us.
CMS Login
CMS FAQs
CMS User Guides
Access Controls
Using the CMS
The CMS is a secure two-way communication system for Operational and Invoicing contacts.
Contacts can be raised using batch interfaces and online interfaces. Whichever way contacts are raised, they can be tracked from start to finish.
The CMS is a General Service provided under the Data Services Contract (DSC) in our CDSP role. It is not chargeable separately, and is available to:
- Daily Metered Service Providers (DMSPs)
- Meter Reading Agencies (MRAs)
- Network Operators (Gas Transporters (GTs) and Independent Gas Transporters (IGTs))
- Shippers
- Utility Infrastructure Providers (UIPs)
Contact Management Service USRV
The User Suppressed Reconciliation Value (USRV) process has been completed and all associated documents have been archived.
Please contact your Customer Advocate if you need to access any USRV documents.
Logging into the CMS
The CMS is accessed through the Xoserve Services Portal.
You may need to amend your computer or device settings if you are a new user or using Internet Explorer 11 (IE11). You should consult your IT representative before following our:
The service can only be accessed by Authorised Users and is managed through your Local Security Officer (LSO). They are responsible for:
- User account creations and deletions
- making account permission changes
- resetting passwords
If you are unsure who your LSO is, please contact our Service Desk:
- by email to servicedesk@xoserve.com
- by phone on 0845 600 0506
CMS from your LSO
Your LSO should be able to help you with training on the CMS and on the Contact Types used. If you do not know who your LSO is, please get in touch with our Service Desk.
If your LSO is unable to train you, please contact your Customer Advocate who will be able to help.
We also have a CMS e-learning package that is provided free of charge to all Users.
CMS Training and Understanding
Before using the CMS for the first time, you should also read the CMS Quick Reference Guide, which can help answer your initial queries.
We have prepared user guides for each group of customers, to ensure you can get the best from the system and use it most effectively:
- DMSP User Guide
- MRA User Guide
- GT User Guide
- IGT User Guide
- Shipper User Guide
- UIP User Guide
- CMS Quick Reference Guide
CMS e-learning
We have a CMS e-learning package that is provided free of charge to all Users.
The training is provided using Flash Player software. You can install the latest version of Flash Player from the Adobe website.
Access Controls
Access Controls is a self-service application. It allows Users and LSOs to manage access to our online services:
- If you are an LSO, you can control the activation and termination of access rights
- Download the Access Control User Guide for LSOs
- If you are a User, you can modify your password and some profile details
- Download the Access Control User Guide for Users
All new Users will have Access Control as part of the account set-up process provided by User Administration Services. The options available will be dependent on your need and will be managed by your LSO.
CMS Maintenance
A CMS maintenance window exists between midnight - 7:00am every day. The service will be unavailable during these hours.
Please visit our System Outage page for more information on our maintenance windows.
Contact CMS
To contact the CMS Team, please:
- email ewenquiries.spa@xoserve.com
- or call 0121 713 4903
Contact Access Controls
To contact Access Controls, please:
- email aqq.spa@xoserve.com
- or call 0121 713 4903
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