NGA IPM - open eir

Transcription

NGA IPM - open eir

Next Generation Access
Bitstream Plus and Virtual
Unbundled Access
Industry Process Manual
Version 3.2
6th September 2013
NGA Industry Process Manual
Version Control
Version
Status
Update
Date
0.1
Draft
Provisioning Module
25th April 2012
0.2
Draft
Migrations Module and Items for
Resolution
from
Provisioning
Workshop on 9th May
14th May 2012
0.3
Draft
Fault Diagnostics, Management and
Repair module added. Reformatting.
28th May 2012
0.4
Draft
V0.3 edits accepted, Core circuit
orders and faults added, Migrations
workshop issues added, Fault codes
and questions edited
9th July 2012
0.5
Draft
V0.4 edits accepted. Section 3
added, Repair Workshop issues
added, Planned Maintenance added
etc
23rd July 2012
0.6
Draft
V0.5 edits accepted. Section 1
added, Section 2 updated, multipleVPLS, IPM Items for Resolution
updated, etc.
16th August 2012
0.7
Draft
V0.6 edits accepted. IPM Items for
Resolution
updated,
Section
7
updated, In-life management section
added,
UG
response
times,
Advanced PreQual file structure etc.
4th September 2012
0.8
Draft
V0.7 edits accepted. Reschedule
Forecast (RF) added, Egress Groups
added,
Advanced
PreQual
file
updated,
Sections
6
and
7
reorganised into PB and SA sections,
minor edits, Appendix 3 updated
11th October 2012
1.0
Initial Issue
V0.8 edits accepted following review
at NGA Forum Workshop on 18th
October 2012
18th October 2012
2.0
Issue 2
Section 2 updated, In-home wiring
visits updated, Advanced PreQual file
edits, BAS_Code for Multicast, Fault
Reporting code edits, 11.8.3. edits,
Appendix 2 Line test fields update,
NGA Profiles Appendix 7 added, In
Home Wiring Appendix added
February 2013
3.0
Issue 3
Updates to: Deployment Plan, Delta
PreQual
file,
Section
5.6
(appointments), Section 11.7.2.4
(Fault Reports).
15th April 2013
Section
11.8.1
Book
Repair
Appointments added, Tables of
BAS_Codes / Reason_Codes / UG
Service Types added to Appendix 9
Clarification on NTU installation in
Multi-dwelling
units
added
to
Appendix 10
Appendix 11
NTU
Installation Guide
06/09/13
Version 3.2 (Published 20th September)
Next Generation Access IPM
eircom reserves the right to make further changes
2
3.1
Issue 3.1
Removal of last sentence in Section
4.2 QA regarding QA restriction.
HISTABLE code added to Appendix 9
19th April 2013
3.1a
Issue 3,1a
Addition of extended reach profiles
to Table 13. FTTC Rate Adaptive
Profiles
12th July 2013
3.2
Issue 3.2
Edit to max line length for an
extended reach profile in Table 13.
FTTC Rate Adaptive Profiles
6th September 2013
(Effective
20th
November 2013)
Addition of extended reach profiles
to Table 13. FTTC Rate Adaptive
Profiles
06/09/13
3
Contents
Section 1
Introduction........................................................................... 5
Section 2
Deployment Plan and Advanced PreQual File ......................... 6
2.1
Introduction ............................................................................................. 6
2.2
NGA Exchange Announcement ................................................................. 8
2.3
NGA Deployment Plan/ ............................................................................ 8
2.4
Advanced PreQual File ............................................................................. 8
2.5
Delta PreQual File .................................................................................... 9
Section 3
Unified Gateway and Order Type Definitions ........................ 10
3.1
Overview of Unified Gateway (UG) for NGA............................................ 10
3.2
Management of User Administration Rights ........................................... 10
3.2.1
Agency Access ................................................................................... 10
3.3
Overview of the Order Handling Process ................................................ 11
3.4
Order Information Requirements ........................................................... 11
3.5
UG Order Types ...................................................................................... 12
3.6
UG Definitions ........................................................................................ 14
3.6.1
Definition of End user ......................................................................... 14
3.6.2
Definition of Universal Account Number (UAN) ....................................... 14
3.6.3
Order Status Definition ....................................................................... 14
3.6.4
NGA Order Tracking ........................................................................... 14
3.7
List of order statuses ............................................................................. 14
3.8
Order Handling Contacts ........................................................................ 15
3.8.1
Standard Contacts.............................................................................. 15
3.8.2
Escalation Contacts ............................................................................ 16
3.9
Order Management escalation procedures ............................................. 16
Section 4
Enquiry (Information) Orders .............................................. 17
4.1
Line Enquiries ........................................................................................ 17
4.2
Query Account........................................................................................ 17
4.3
PreQual .................................................................................................. 17
4.4
Circuit Reference Number ...................................................................... 17
Section 5
Appointments and NTU Installation ..................................... 19
5.1
Initial Provisioning Appointments .......................................................... 19
5.2
Rescheduling Provisioning Appointments .............................................. 19
5.3
Operator NTU Installation ...................................................................... 20
5.4
Co-ordinate Appointment ....................................................................... 20
5.5
Updating Database of Slots for Operators’ own Technicians .................. 21
5.6
NGA Order Progress Information Flow on UG ......................................... 21
5.6.1
Reschedule Request (RR) .................................................................... 21
5.6.2
Reschedule Indicated (RI) and Reschedule Forecast (RF) ........................ 22
5.7
FTTC NTU Installation including data port extension socket .................. 23
Section 6
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POTS Based Provisioning & Migrations ................................ 24
1
6.1
Introduction ........................................................................................... 24
6.2
Scenario 1: Migrate to or Provide a POTS Based NGA service FROM SBWLR 25
6.3
Scenario 2: Migrate FROM ULMP or Standalone NGA TO POTS Based VUA
FTTC or POTS Based Bitstream Plus FTTC (Inter and Intra Migration supported
with this process) ............................................................................................ 27
6.3.1
ULMP to POTS Based VUA or POTS Based Bitstream Plus ......................... 27
6.3.2
Standalone NGA to POTS Based VUA or POTS Based Bitstream Plus ......... 28
6.4
Scenario 3: Provisioning a New Line and POTS-Based FTTC NGA Services
when nothing in place. .................................................................................... 28
6.5
Scenario 4: Migrate FROM SB-WLR (either alone or with Current
Generation Bitstream or Line Share or NGA Services in place) TO POTS based
NGA 29
6.6
Installation Failures (Dead on Arrival) ................................................... 29
Section 7
7.1
Standalone Provisioning & Migrations ................................. 30
Introduction ........................................................................................... 30
7.2
Scenario 1: Provisioning Standalone VUA FTTC or Standalone Bitstream
Plus FTTC when nothing in place ..................................................................... 31
7.3
Scenario 2: Migrations FROM SB-WLR or SB-WLR with Bitstream / Line
Share / NGA Bitstream/ NGA VUA TO Standalone VUA FTTC or Standalone
Bitstream Plus FTTC ........................................................................................ 32
7.3.1
SB-WLR to Standalone VUA or Bitstream Plus ........................................ 33
7.3.2
SB-WLR with ADSL Bitstream/Bitstream Plus or Line Share to Standalone
VUA or Bitstream Plus ....................................................................................... 33
7.3.3
SB-WLR with POTS Based NGA to Standalone VUA or Bitstream Plus ........ 34
7.4
Scenario 3: Migrations FROM ULMP TO Standalone VUA FTTC or
Standalone Bitstream Plus FTTC or moving Standalone NGA from one Operator
to another ....................................................................................................... 34
7.4.1
Migrations FROM ULMP TO Standalone VUA / Bitstream Plus (Inter and Intra
Migration supported with this process) ................................................................ 35
7.4.2
Migration FROM Standalone VUA / Bitstream Plus TO Standalone VUA /
Bitstream Plus (different Operator) ..................................................................... 36
Section 8
Logical Circuit Orders ........................................................... 37
8.1
Pre-requisites for Logical Circuit Orders ................................................ 37
8.2
Bitstream Plus Logical Circuit Order Process .......................................... 37
8.3
VUA Logical Circuit Order Process .......................................................... 38
Section 9
9.1
In-life Management ............................................................. 39
Cease Bitstream-Plus / VUA ................................................................... 39
9.1.1
Cease of Standalone Bitstream Plus / VUA Services ................................ 39
9.1.2
Cease of POTS-Based Bitstream Plus / VUA Services .............................. 39
9.2
Cancel Order .......................................................................................... 41
9.3
Change Bitstream Plus / VUA Services ................................................... 41
9.4
Upgrade Orders and Downgrade Orders on Bitstream Plus / VUA .......... 42
9.5
Move Orders ........................................................................................... 42
Section 10
Fault Diagnosis ................................................................. 43
10.1 Level 1 Testing ....................................................................................... 43
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2
10.1.1
Test Synchronisation for NGA (TSN) ..................................................... 44
10.1.2
Test Synchronisation History for NGA (TSH) .......................................... 46
10.1.3
Query NGA Details (QND) ................................................................... 46
10.2 Level 2 Testing ....................................................................................... 48
10.2.1
Test Performance for NGA tests (TPN) .................................................. 48
10.3 Level 3 Testing ....................................................................................... 49
10.3.1
Test Line for NGA (TLN) for FTTC services ............................................. 49
10.3.2
Test Line History for NGA (TLH) for FTTC services .................................. 50
10.4 Level 4 Testing – Port Reset (RN) of ONT / VDSL Port ........................... 51
Section 11
Fault Reporting and Fault Repair ...................................... 52
11.1 Introduction ........................................................................................... 52
11.2 Principles of NGA Fault Management ..................................................... 54
11.3 Objectives of the Fault Management Process ......................................... 54
11.4 Fault Management Definitions ................................................................ 54
11.4.1
General enquiry/query ........................................................................ 54
11.4.2
Incident ............................................................................................ 54
11.4.3
Fault................................................................................................. 54
11.4.4
Dead on Arrival .................................................................................. 54
11.4.5
Early Life Faults ................................................................................. 55
11.4.6
Repeat Faults .................................................................................... 55
11.4.7
Degraded Line Faults .......................................................................... 55
11.4.8
Repair .............................................................................................. 55
11.4.9
Incident/Fault Notification ................................................................... 55
11.4.10
Trouble Ticket .................................................................................... 55
11.4.11
Tier 1 Fault Analysis ........................................................................... 55
11.4.12
Tier 2 Fault Analysis ........................................................................... 56
11.4.13
Level 1 Fault Management................................................................... 56
11.4.14
Level 2 Fault Management................................................................... 56
11.4.15
NGA and Fault Management Demarcation Points .................................... 56
11.4.16
Incident and Fault Management Contacts .............................................. 56
11.4.17
Escalation Guidelines .......................................................................... 56
11.4.18
Logging an NGA Fault where a PSTN line fault is present. ........................ 56
11.5 FTTC Physical Demarcation Points and Fault Responsibilities ................ 56
11.6 FTTH Physical Demarcation Points and Fault Responsibilities ................ 57
11.7 NGA Fault Reporting............................................................................... 58
11.7.1
End User to Operator .......................................................................... 58
11.7.2
Operator to eircom Wholesale – FTTC ................................................... 58
11.7.3
Operator to eircom Wholesale – FTTH ................................................... 61
11.7.4
Fault Validation Hours ......................................................................... 62
11.7.5
eircom Wholesale to Operators ............................................................ 63
11.7.6
Fault Reporting – Core ........................................................................ 63
11.7.7
Peer to Peer Communication for Critical Faults ....................................... 64
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3
11.8 Repairs ................................................................................................... 64
11.8.1
Booking of Repair Appointments through the UG .................................... 64
11.8.2
Repair Appointments .......................................................................... 65
11.8.3
Visits to End User Premises for NGA Repair. .......................................... 65
11.8.4
Additional NGA Fault Handling Process – Repeat Faults ........................... 65
11.8.5
NGA Faults Tracking ........................................................................... 65
11.8.6
Change Profile NGA (CPN) ................................................................... 66
11.8.7
Pending Clear .................................................................................... 67
11.9 OAO NGA Faults Reports ........................................................................ 67
11.10 Fault Management Contacts ................................................................... 68
11.10.1
Standard Contacts.............................................................................. 68
11.10.2
Escalation Contacts ............................................................................ 69
11.11 Fault Management Escalation Procedures .............................................. 69
11.12 Fault Management Timescales ............................................................... 69
11.13 FTTC Tier 1 and Tier 2 Structured Questions .......................................... 70
11.13.1
Tier 1 FTTC Structured questions – SUGGESTIONS - TO BE AGREED ........ 70
11.13.2
Tier 2 FTTC structured questions – SUGGESTIONS, TO BE AGREED .......... 70
11.14 FTTH Tier 1 and Tier 2 Structured Questions .......................................... 71
11.14.1
Tier 1 FTTH Structured Questions – SUGGESTIONS, TO BE AGREED ......... 71
11.14.2
Tier 2 FTTH Structured Questions – SUGGESTIONS, TO BE AGREED ......... 71
Section 12
Wholesale NGA Billing....................................................... 72
Appendix 1
Pre-qualification ............................................................... 73
Appendix 2
Guide to Synch Test Results (TSN) ................................... 75
Appendix 3
Guide to Performance Tests (TPN) .................................... 78
Appendix 4
Guide for FTTC Line Test (TLN) Results ............................. 79
Appendix 5
FTTC Fault Management Trouble Shooting Guide .............. 82
Appendix 6
FTTH Fault Management Trouble Shooting Guide .............. 86
Appendix 7
NGA Fault Logging Form ................................................... 88
Appendix 8
Notification of Planned Maintenance Form ........................ 90
Appendix 9
NGA Profiles and Codes used by UG .................................. 91
Appendix 10
RAP NGA Home Installations ............................................ 93
Appendix 11
NTU Installation Guide .................................................... 110
Appendix 12
Glossary .......................................................................... 117
06/09/13
4
Section 1
Introduction
This document is the Industry Process Manual (IPM) for the Next Generation Access (NGA)
service. Its purpose is to define an industry agreed set of processes covering Deployment
Planning, Order Handling, Fault Management and Wholesale Billing.
The assumed readership of this document is the Access Provider (eircom Wholesale) and
Operators purchasing NGA service.
This IPM should be read in conjunction with the current version of eircom Wholesale‟s NGA
Bitstream Plus Service Product Description, NGA Virtual Unbundled Access (VUA) Service
Product Description and the eircom Service Level Agreement for the Service Delivery and
Service Assurance of the eircom NGA Service.
The current agreed versions of all
documents are available on the eircom Wholesale website (www.eircomwholesale.ie)
All NGA products provide generic Ethernet access between an end-customer‟s premises
and an Operator‟s own network. NGA is intended to support a mix of time sensitive and
high volume applications, including voice, general entertainment (including Broadcast TV),
and high speed Internet.
NGA products are differentiated in terms of the physical medium used to connect the endcustomer to the eircom network. These NGA products are delivered over Fibre to the Home
(FTTH) or Fibre to the Cabinet (FTTC). Two distinct products, standalone (SA) or POTSBased (PB), are available with each access medium. The NGA service is available as either
Bitstream Plus or VUA.
With the Bitstream Plus service, the broadband traffic from one or more NGA exchange
areas is transported across the eircom NGN (Next Generation Network) network to the
Operator‟s handover WEIL.
With the VUA service, the broadband traffic is not transported across the eircom NGN
(Next Generation Network) network but is handed off to the Operator‟s WEIL at local Agg
Nodes associated with an NGA exchange area.
The points of demarcation for the eircom FTTC NGA service are the NTU (Network
Terminating Unit) in the end user‟s premises and the hand-over point from eircom to the
Operator‟s network (i.e., a WEIL at an eircom NGN Agg Node). For FTTH the demarcation
point the in the end user‟s premises is the Optical Network Terminal (ONT).
The Operators will rent the NGA service from eircom.
The eircom Wholesale NGA Portfolio consists of the following product sets:
Bitstream Plus FTTC
Bitstream Plus FTTH
VUA FTTC
VUA FTTH
NGA is not a ubiquitous service and will be rolled out on a phased basis within selected
exchange areas. Eircom Wholesale provides a file (Advanced PreQual file) to participating
operators of all premises which are pre-qualified or qualified for FTTC/FTTH NGA.
The NGA service is designed to support multicast TV service as an over-the-top Operator
service. The processes to support of multicast in the eircom core and access networks are
detailed in this document.
The Unified Gateway (UG) is the interface gateway with Operators for ordering and fault
management system for all NGA Services.
06/09/13
5
Section 2
Introduction
NGA
Advanced
PreQual File
(Ready for
Order date)
Deployment
Plan Cab’s
Issue NGA
Exchange List
Deployment
Plan
Cabinet
Details Sheet
Deployment
Plan
NGA –eircom
Wholesale
2.1
Deployment Plan and Advanced PreQual File
Deployment
Plan
Summary.
Fields 1 to 9
(See below)
NGA
Exchange –
“Ready For
Order”
Number of
NGA
Cabinets
Live post
RFO
Actual “Ready
For Order”
date
Forecast of
“Ready For
Order” Date
Number of
Premises
Live post
RFO
TIMELINES
T3
Once an exchange is set to
RFO then these fields will be
updated in the subsequent
deployment plans
T2
T1
N o tes:
1. Timelines: T1 = minimum 26 weeks, T2 = 3 months T3 = 4 Weeks
2. The field “Total NGA Cabinets Expected in Full Deployment” will be updated as
required should additional information arise during design
3. The field “Total Premises Expected in Full Deployment” will be updated as required
should additional information arise during design
Deployment Plan Summary Fields 1 to 9
County
06/09/13
NGA
Exchange
Name
NGA
Exchange
Code
Phase
Total NGA
Exchange
Total Premises
Cabinets
Announced to
Provisionally
Provisionally
Industry
Forecast
Forecast
Notes
Deployment
Schedule
Figure 1 Deployment Plan
6
NGA –eircom
Wholesale
0
1
Operator
7
Issue NGA
Exchange
List.
Forecast
WEILs
(Location &
Handover
type)
Operator can place co-lo
orders for VUA and /or
Backhaul Orders for
Bitstream Plus
2
Place
WEIL
Order
If IBH WEIL,
place PIB order
3
TIMELINE
eircom
If IBH, then order
QIB 2 weeks in
advance of step 2.
5
WEIL
Handover.
OAO
configures
VLAN
6
6
NGA
Advanced
PreQual
File
8
NGA
Exchange
– “Ready
For Order”
Install
Equipment,
Test
Commission
4
Survey
Execute
T2
T3
T4
T1
N o tes:
1. Timelines: T1 = minimum 26 weeks,T2 = 9 weeks, T3 = 1 week, T4 = 4 Weeks
2. WEIL (IBH, CSH) target delivery within 9 weeks.
3. WEIL (ISH) target delivery within 9 weeks, assuming Operator secures wayleave & chamber is ready for fibre pull within 5 weeks of WEIL Handover
4. IBH = In-Building Handoff; QIB = Quotation for Infrastructure Build (2 weeks) ; PIB = Provision for Infrastructure Build
5. Some weeks should be allowed for the configuration of an operator’s Multicast VPN (BPM order)
Figure 2 Exchange Launch Process
06/09/13
7
In order to inform participating Operators of addresses in scope, the cabinet roll-out
schedule and ongoing installation progress, four information components will be provided:
NGA Exchange Announcement
o
Announcement of new phases of FTTX exchanges.
Deployment Plan
o
Summary of Exchanges, Agg nodes, approximate number of premises in
scope and number of planned cabinets.
o
Details of when individual exchange areas are forecast to be available
o
Forecast and Actual Ready for Order (RFO) dates
o
Indicative details of FTTC cabinets within individual exchange areas
o
Confirmation that individual NGA cabinets are landed / energised /
commissioned, together with an indicative forecast RFO for each cabinet
based on average timeframes .
The “Advanced PreQual File”
o
A per Operator file confirming the available premises where Orders can be
issued
A “Delta Prequal File”
o
A per Operator file showing the delta between the standard Prequal and
enhanced Prequal HSI and NRA profiles supported.
The above figures are schematics of the timing of events from the point of rollout
announcement of individual exchanges, to the point where an Operator can place an
access Order on UG.
2.2
NGA Exchange Announcement
The NGA Exchange Annnouncement data is provided approximately 6 months in advance
of Orders. This is a summary of the next phase of rollout and indicates the exchanges in
scope.
2.3
NGA Deployment Plan/
The NGA Deployment Plan provides operators with a view of the forecast and the actual
scope and roll out schedule for NGA exchanges and details of cabinets within an exchange
The NGA Deployment Plan will be issued regularly with updated data as the design and the
rollout of NGA progresses.
2.4
Advanced PreQual File
The Advanced PreQual File contains the addresses of all lines that are expected to pass on
pre-qual for that Operator and is provided 28 calendar days in advance of the first date for
access Orders. All premises (residential and business) included in the file are served from a
technically ready NGA cabinet and the Cabinet RFO (Ready For Order) date in the file is the
first date from which an Operator can submit an end-user Order via the UG. The Advanced
PreQual file is available as the Advanced_PreQual_YYYYMMDD.csv file (case sensitive)
in the /common/uginfo folder on the Hub.
06/09/13
8
1)
2)
3)
4)
ARD_ID:
FIBRE_TYPE:
RFO_DATE:
NGA_EXCHANGE:
broadband services.
5) COPPER_EXCHANGE:
services.
6) CABINET_NUMBER:
7) MAX_HIGH_SPEED:
8) MAX_HIGH_STABILITY:
9) UNIT_NO:
10) UNIT_NAME:
11) BUILDING_NO:
12) BUILDING_NAME:
13) LOCATION:
14) POSTAL_DISTRICT:
15) POSTAL_CODE:
16) COUNTY:
17) X_REF:
18) Y_REF:
Address Reference
FTTC or FTTH
Date Cabinet Ready to Take Orders
Name of Exchange Site serving the cabinet for NGA
Name of Exchange Site serving the cabinet for Copper
Cabinet Number In Exchange Area
Max High Speed Profile
Max High Stability Profile
Used for Unit Number in Industrial Estate/Apartment Blocks
Used for Unit Name in Industrial Estate/Apartment Blocks
Used for Building Number in Housing Estates/Streets
Used for Building Name in Housing Estates/Streets
Postal Address Details
Postal District e.g. Dublin 16.
(Blank – For Future Use)
County
X Co-ordinate of Address (Blank – For Future Use)
Y Co-ordinate of Address (Blank – For Future Use)
The full specification of this file is outlined in Appendix 1
RFO Date indicates the date from which orders can be placed for that line.
MAX High Speed will indicate the maximum available profile for a rate adaptive high
speed internet (HSI) profile. Similarly MAX High Stability will indicate the maximum
available stable or non-rate adaptive (NRA) profile.
This file will initially be placed on the UG Industry Hub for participating Operators.
The file will be available weekly.
This single file will be the definitive list of homes available for NGA services. The file will
grow as additional cabinets are rolled out.
2.5
Delta PreQual File
The expected maximum bandwidth profiles for each in situ line is initially estimated based
on the existing PreQual line tests and are provided in the Advanced PreQual File. These
maximum profiles can then be checked and updated as required with enhanced postdelivery measurements. The enhanced figures are based on the VDSL Synch tests
following installation and require the customer modem to be connected and powered up.
The Delta Prequal File will show any positive or negative differences for each of the
Operator‟s customer lines, between the maximum bandwidth Profiles supported based on
pre-delivery tests and the subsequent enhanced post-delivery figures. The Delta File is
expected to be provided on the Industry Hub on a weekly basis and is available separately
for each operator. The Delta Prequal File is available as the Bitstream_Profile_<OAO
Code>.csv (case sensitive) file in the ug\info folder on the Hub.
1)
2)
3)
4)
5)
6)
06/09/13
STD code / 888x part of Circuit Reference Number (CRN)
Phone Number / second part of CRN
Existing Profile
Max High Speed Profile
Max Stable Profile
Tested Date
9
Section 3
Unified
Definitions
Gateway
and
Order
Type
This section provides an overview of the Unified Gateway and the order types relevant to
NGA Bitstream Plus and VUA.
The following is covered under this section:
Overview of Unified Gateway (UG)
Management of User Administration Rights on UG
Objectives of the order handling process
Main NGA Order types & descriptions
Order Statuses
CSID
3.1
Overview of Unified Gateway (UG) for NGA
The Unified Gateway is eircom Wholesale‟s interface gateway with Operators for
provisioning and fault management. The UG is enhanced to support NGA.
Operators can access the UG via the following three options:
1. Web GUI (Graphical User Interface): Operator processes orders via the on line web
GUI interface and receive all order status notifications via the Order Tracking Screens
on the Web GUI.
2. FTP (File transfer protocol) (Transfer Syntax is XML File Format): Operator sends in all
orders via FTP and receives all order status notifications via same channel. Files are
delivered to an external server address, and are subsequently available for collection
by the Operator.
3. Web-Services functionality is available for Bitstream Plus / VUA Order types.
3.2
Management of User Administration Rights
The UG allows Operators to provide their UG users variable configurable options within
each NGA order type e.g. provide / cease / upgrade & downgrade/ faults etc. The
functionality is fully configurable and managed directly by each Operator.
The Operator‟s system administrator can give each user access to particular order types
within the Bitstream Plus and VUA product set. The Operator creates User Roles to which
the Order Types are assigned and then assigns these Roles to the individual user. For
example one user will have access to NGA provides only and the other user will have
access to provide, ceases and faults.
The Operator‟s system administrator has full responsibility for the management of their UG
users and user groups. This management is enabled via the UG Admin GUI.
3.2.1
Agency Access
Agency access to the UG allows the Operator‟s resellers/agents to raise orders on behalf of
the Operator. This functionality gives the resellers an individual view of their own orders,
while the Operator retains a view of all orders placed by themselves or their agent on the
UG.
The following level of access will apply for Agency/Operator access:
Agency Access:
o
06/09/13
The Operator will assign an Agent to a User-Group.
Profile for Order Entry and Release.
There will be one User
10
o
Operator Agents will have access to order processing only. Please see note
below regarding faults.
o
The Agent will be able to raise the order types assigned by the Operator‟s
system administrator, an Agent user can be given access to particular order
types within the Bitstream Plus and VUA product set by the Operator‟s system
administrator. For example one Agent user may have access to Bitstream Plus
and VUA provides only and the other agent user will have access to provides
and ceases etc.
o
The Operator‟s Agent will use the same Pre-Qual as the Operator.
o
Operator‟s Agents can be given access to the Creation and Cancellation of all
order types where appropriate.
o
A single Agent may have multiple users.
o
Where an Agent has multiple users, each user will have access to all Agency
orders. The User-Group is used to restrict access to data appropriate to the
User-Group only.
o
The Agent code will be displayed on the UG GUI screens.
o
The Agent Code will be (up to) an eight digit alphanumeric code.
Note: The Operator should not give Agents access to Fault Handling as only the Operator
should submit faults to eircom Wholesale as per agreed fault handling processes outlined
in Section 11 .
Operator access:
3.3
o
The parent Operator will have access to all Orders created by their Agents.
o
It is the responsibility of the Operator to manage its Agents.
o
The Operator will have the facility to create their own Application Users.
o
The Operator will have the ability to assign a new user to the User Group,
where appropriate via their system administrator.
o
The Operator administrator will have full responsibility for the management of
their users and User-Groups via the UG Admin GUI.
Overview of the Order Handling Process
The order handling process for NGA orders can be summarised in the following steps:
To outline and gather the mandatory information required to complete the order
To validate and accept a correctly detailed order from an Operator
To complete the order which has been validated, providing the operational
/provisioning team with the appropriate information to allow completion to take
place
To indicate to an Operator the status of the order
3.4
Order Information Requirements
Detailed specification of the information required on placing an order and the information
supplied on completion is defined in the UG Data Contract and should be read in
conjunction with this Industry Process Manual.
This section is to describe the generic order information required to place the majority of
NGA orders on the UG.
Operator unique code
Access Provider (includes eircom or SB-WLR Access Provider) universal account
number
Telephone number (including STD code) / Circuit Reference Number (CRN)
Action = Order Type
Product (selected from Product List)
Appointment Options (Earliest, Earliest AM/ Earliest PM, Date )
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Contact Details: customer contact details (i.e. phone number etc.). As part of the
some UG processes the eircom technician will need end user co-operation for
testing of the NGA service and therefore, these end user contact details must be
accurate. If possible a mobile number for the end customer should be included.
UG Order Number: Operator‟s own order number or auto-generated by UG
Each Operator is responsible for the capture and submittal of accurate and
complete orders on behalf of their end users. In the event that an Operator order
is deemed not to meet order acceptance requirements for reasons outlined in the
sections related to order acceptance, the order will be rejected automatically.
Following a rejection, the Operator will make any necessary changes, and submit a
new order to the UG.
3.5
UG Order Types
The UG Data Contract is the master reference for NGA Order types. However a useful list
of the main Order types and indicative UG response times is provided in Table 1 below.
The response times are based on Order completion without manual intervention, in periods
of normal operation and normal demand, and are indicative only.
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Order
Code
Order Type Description
UG Access
supported
Typical
Response
Times
BA
Book Appointment
GFW
<20 Seconds
CA
Co-ordinated appointment
GFW
<20 Seconds
CEN
Cease NGA
GFW
<20 Seconds
CHN
Change NGA
GFW
20 – 30 Seconds
CNP
Cease NGA POTS based
GFW
<20 Seconds
CO
Cancel Order/Request/Fault
GFW
<5 Seconds
CPN
Change Profile for NGA
GFW
20 – 30 Seconds
FDC
Fault on Data Circuit
G
<20 Seconds
FNC
Fault on NGA fibre to the cabinet
GW
<20 Seconds
FNH
Fault on NGA fibre to the home
GW
<20 Seconds
Line Enquiry
GFW
20 – 30 Seconds
LLC
Telephone Line Characteristics
GW
Up to 1 Minute
LNI
Provide new Lines on a new Account (In-Situ)
GFW
20 – 30 Seconds
PDC
Provide Data Circuit
G
20 – 30 Seconds
PNN
Provide NGA New
GFW
20 – 30 Seconds
PNO
Provide NGA from Other
GFW
20 – 30 Seconds
PNW
Provide NGA from WLR/Bitstream
GFW
20 – 30 Seconds
PPN
Provide POTS based NGA
GFW
20 – 30 Seconds
PWN
Provide WLR from NGA
GFW
20 – 30 Seconds
PWU
Provide WLR from ULMP
GFW
20 – 30 Seconds
QA
Query Account/Telephone No
GW
< 15 Seconds
QB
Pre-qual (Query Bitstream) NGA and
Bitstream
GFW
< 5 Seconds
Query NGA Details
GFW
< 20 Seconds
RA
Reschedule appointment
GFW
< 20 Seconds
RN
Reset NGA Line
GFW
20 – 30 Seconds
TLC
Telephone Line Characteristics
GW
Up to 1 Minute
TLH
Test History for NGA Line
GW
<10 Seconds
TLN
Test Line NGA
GW
Up to 2 Minutes
TPN
Test Performance for NGA
GW
<10 Seconds
TSH
Test Synchronization History
GW
<10 Seconds
TSN
Test Synchronisation for NGA
GW
<10 Seconds
LE
QND
Table 1 Main NGA Order Types
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3.6
UG Definitions
3.6.1
Definition of End user
An end user is defined as the Operator‟s end customer or subscriber.
3.6.2
Definition of Universal Account Number (UAN)
A Universal Account Number uniquely identifies an Access Provider‟s end customer at a
particular installation address. The UAN is associated with one customer and each
customer may have one or more lines account number at the same installation address.
3.6.3
Order Status Definition
The order status is used as an indicator to reflect the current stage of the process. Each
order type will have an order status under the „CLI details‟ on UG. Full details of the order
status can be viewed from the NGA Ordering Tracking screens on the UG; please refer to
the UG Data Contract for further details3.7.
3.6.4
NGA Order Tracking
The NGA Order Tracking facility on the Web GUI allows the Operator to search or track
orders. The Operator can search by each order type displayed in the drop down list menu
on the GUI.
There are 3 methods of order tracking:
NGA Order Tracking (all order types submitted by the Operator)
Pending loss notification (transfer orders types only)
Loss notifications
3.7
List of order statuses
An Order can have one of a number of possible status types; these are as follows (in
alphabetical order):
Accepted
Awaiting Delivery
Awaiting Validation
Cancel Requested
Cancelled
Completed
Delivered
In Progress
Recorded
Rejected
Undeliverable
Reschedule Request
Reschedule Indicated
3.7.1.1
Accepted – Order Status Explanation
This means the Order has been accepted by eircom, the operator has submitted an Order
which contains all the required data within the mandatory fields.
3.7.1.2
Awaiting Delivery – Order Status Explanation
An Order has been issued by the UG and is in the process of execution.
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Awaiting Validation – Order Status Explanation
3.7.1.3
An Order has been issued by the UG, but internal system and processes are being
validated to ensure flow through.
3.7.1.4
Cancel Requested – Order Status Explanation
The operator has submitted a Cancel Order/Request/Fault Order which is not yet been
actioned by the UG.
3.7.1.5
Cancelled – Order Status Explanation
An operator has requested that an Order is to be cancelled; this can only be implemented
prior to the Order reaching delivered status.
3.7.1.6
Completed – Order Status Explanation
The Order status is updated to completed when all tasks relating to the Order are finished
and the billing commences against the account / telephone number.
3.7.1.7
Delivered – Order Status Explanation
The Order status is updated to delivered when the work at the local exchange has been
carried out, the Order is basically completed only the billing triggers are left to be
implemented.
3.7.1.8
In Progress– Order Status Explanation
An Order has been issued by the UG and is in the process of execution.
3.7.1.9
Recorded – Order Status Explanation (Internal UG status only)
An operator enters an Order into the UG and automatically this Order has a status of
recorded but has not yet been accepted or rejected by the UG.
3.7.1.10 Rejected – Order Status Explanation
An Order is rejected when it is not accepted by the UG due to a validation failing on the
Order, i.e. there is missing data on the Order.
3.7.1.11 Undeliverable – Order Status Explanation
An Order obtains the undeliverable status when the Order cannot be delivered, however it
was not rejected.
3.8
Order Handling Contacts
Order handling contacts will be re-verified by all Operators on initial service establishment.
Updates and changes to contacts will be managed on an ad-hoc basis.
All Orders should be submitted via the UG. In the event that manual intervention is
required, there is a single point of contact for Order handling issues for all Operators.
3.8.1
Standard Contacts
eircom Wholesale Freefone phone number, 1800 656 656 (Option 3)
The Wholesale Customer Care Centre (WCCC) is open for Order Validation issues
from 9:00 to 17:00 Monday to Friday excluding bank holidays
WCCC e-mail address ([email protected])
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3.8.2
Escalation Contacts
Office and Mobile phone numbers for NGA level 1 (Service Managers) and level 2
(Head of Service Management) contacts.
e-mail addresses for NGA level 1 and level 2 contacts
3.9
Order Management escalation procedures
The escalation of an Order process may occur at two levels:
If the target time for an action has elapsed without the action being completed, the
appropriate Level 1 contact shall be notified and the appropriate steps shall be
taken.
In the event that the Order has still not progressed as expected, and no evidence
of progress exists, the second level of contact shall be used to agree appropriate
steps to be taken.
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Section 4
4.1
Enquiry (Information) Orders
Line Enquiries
The Line Enquiry (LE) Order will return the availability of infrastructure for the POTS Based
element of the product. The LE Order is not required for standalone as the same PNN order
is used whether the line is in situ or not
Step 4.1.1
- Determine ARD Key for the premises
Step 4.1.2
- Submit (LE Order Type) – if ARD utilised then Order is processed
automatically.
Step 4.1.3
- The LE Completion Notification returns:
- Quantity of In Situ Lines
- Quantity of Pre-cabled Line
- Quantity of Pending Available Lines
- Quantity of Wired Lines
- Flag Indicating Active Line
4.2
Query Account
Step 4.2.1
- Determine UAN and optionally CLI/CRN
Step 4.2.2
- Submit (QA Order Type)
Step 4.2.3
- The QA Completion Notification returns:
- CLI Details
- Line Type including FTTH or FTTC
- Product Type FTC, FTH, IP, VC, BEA.
- PreQual information if the Operator specifies an NGA Order type
4.3
PreQual
Step 4.3.1
- Determine CLI, CRN, LI or ARD
Step 4.3.2
- Submit (QB Order Type)
Step 4.3.3
- The QB Completion Notification returns:
- PreQual Result
- All Products Types available to that Operator (including separate
profiles for NRA and for HSI)
- Multicast Availability Flag
4.4
Circuit Reference Number
The introduction of a Standalone variant requires a new circuit reference number to be
introduced for Bitstream and VUA Standalone products. Previously, Bitstream products
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utilised the telephone number (CLI) as the reference number for ordering as an underlying
telephone service was expected to be in place. A new Circuit Reference Number is utilised
in the Standalone environment and will have the same format as a telephone number e.g.
STD and TELNUM. However, the STD will always be 88XX where XX is numeric. The XX will
indicate the type of product e.g. 81= FTTC, 82= FTTH etc. The TELNUM will be in exactly
the same format as per the CLI variant e.g. YYYY YYYY where Y is numeric. This structure
allows existing Order processes such as PreQual to continue as normal whilst at the same
time the 88XX format will indicate to Operators that the underlying product is a Standalone
variant.
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Section 5
5.1
Appointments and NTU Installation
Initial Provisioning Appointments
The process for arranging appointments is Operator driven. Order Types for provisioning of
services that require site visits by eircom technicians will facilitate selection of the
appointment as part of order submission. The purpose of this section is to give an
overview of the methodology for selecting appointments. Additional details are provided as
necessary in each of the order types where appointments are required.
There is a range of options available when selecting an Appointment at order submission such as selecting Earliest, Earliest AM or Earliest PM, Earliest Date. Specific AM (9:00 to
12:30), Specific PM (12:30 to 16:30) appointments are available for Reschedule
Appointment (section 5.2 below). The full range of options is detailed in Appendix O of the
Unified Gateway Data Contract. Note that optional appointments returned in an acceptance
notification are not held whem an NGA Order is submitted.
The process steps below provide a generic overview of the process when selecting “Earliest
AM”.
Step 5.1.1
- Select appropriate Provisioning Order for Service required.
Step 5.1.2
- Complete the details in the format required as appropriate in the
(Provisioning Order Type)
- Include desired date in <Required_Date>
- Include E-AM in <Required_Schedule>
Step 5.1.3
- The Provisioning Order Acceptance Notification returns:
- the desired Appointment OR
- If the desired appointment is not available then the closest AM
available appointments after the desired appointment is assigned
and a range of AM appointments that are available are also
included.
5.2
Rescheduling Provisioning Appointments
Appointments can be rescheduled using RA Order type. The RA Order type is utilised
when an appointment needs to be changed which has already being set as part of a
provisioning order. An appointment can be changed without charge, up to 17:00 on the
working day prior to the original appointment.
The RA Order operates in a similar manner to the appointment functionality described in
section 5.1 above. However, only Specific appointments are supported and the RA will be
rejected if the specified appointment is not available
Note: Once a co-ordinated appointment has been logged on the system then the
Reschedule Order RA cannot be utilised for changing appointments. Instead the CA must
be used for this process which changes both the eircom and the Operator appointments in
tandem.
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5.3
Operator NTU Installation
In certain cases, Operators may be given the option to install the NTU in the end user‟s
premises and must do so in accordance with the NGA Technical Handbook. This process
applies to FTTC only.
Operators will designate certain exchanges via the UG interface as areas in which they will
install the NTU. In placing provisioning orders on the UG, the Operators will select an
eircom Wholesale appointment as normal. The UG will check whether the order being
placed is in an exchange designated as one in which the Operator will install the NTU. If it
such an exchange, then the UG will set an appointment where the technician will only visit
the cabinet for the jumpering and the Operator will be expected to visit the customer
premises to install the NTU. Operators may wish to avail of Co-ordinated Appointments
functionality to schedule this visit.
5.4
Co-ordinate Appointment
Co-ordinated Appointments occur when Operators wish to schedule their own technician‟s
visit to the end-user premises to coincide with the eircom technician. Co-ordinating
Appointments is an optional feature and is available for FTTH where the ONT is always
installed by the eircom technician and also for FTTC regardless of who installs the NTU.
There are two scenarios in which co-ordinate customer appointment can be utilised:
a) If an Operator wishes to send their technician to the end user‟s premises during
the same slot as an eircom technician visits both the exchange/cabinet for
jumpering and the end user‟s premises. The eircom technician in this case will
install the NTU / ONT while the Operator technician may install the modem or
other CPE.
b) If an Operator wishes to send their technician to the end user‟s premises during
the same slot as an eircom technician visits the exchange/cabinet for jumpering
only. In this case the Operator will install the NTU and may also install the modem
or other CPE.
The CA Order Type is utilised to set co-ordinated appointments. The CA order type can
only be used when a provisioning order has already been submitted.
Step 5.4.1
- Identify the Order Number for the Provisioning Order in which a coordinated appointment is required.
Step 5.4.2
- Complete the details on the (CA Order Type)
- Include the Provisioning Order Number
- It is assumed that the co-ordinated appointment is to occur during the
same slot as the eircom Technician appointment
- this process is used for both scenario a & scenario b above.
Step 5.4.3
- The CA Acceptance Notification returns:
- Confirmation of the desired Co-ordinated Appointment OR
- The CA Order will be rejected if the Operator does not have an available
slot for their technician that coincides with the eircom technician.
Note: Once a co-ordinated appointment has been logged on the system then the
Reschedule Order RA cannot be utilised for changing appointments. Instead the CA must
be used for this process which changes both the eircom and the Operator appointments in
tandem.
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5.5
Updating Database of Slots for Operators’ own Technicians
Operators must sign-up to enable access to the Co-ordinated Appointments functionality
on the Unified Gateway. Operators will then be provided with an interface on the Unified
Gateway to upload the appointments slots for their own technicians.
In communication with eircom Wholesale, Operators will have the ability to set the
exchange in which they wish to have their technicians implement the NTU change at the
customer premises. All provisioning requests to these exchanges will assume the
Operators own technician will conduct the customer site visit.
5.6
NGA Order Progress Information Flow on UG
The UG system will support essential information flow to Operators on NGA Order status
and progress.
Information Flow will be sent back to Operators through UG from eircom‟s field support
systems, including portable field terminals.
The UG will return a <REASON_CODE> with an Order status update, where a scheduled
provisioning appointment cannot be completed. This reason code is one of three options
and will indicate whether the appointment has been delayed by eircom, the end user or
due to non-standard provisioning issues (Options for Reason Code Tag= EIRCOM,
CUSTOMER, NON-STANDARD). Further information on appointment udpates are givien
below.
5.6.1
Reschedule Request (RR)
For customer related issues, where eircom cannot complete the Order due to the end-user
issues below, a Reschedule Request (RR) notification will be provided with explanatory text
(see below). The Operator will be able to re-schedule the appointment using the standard
RA or CA Order as appropriate, once the issue is resolved with their end-customer. The
Operator may optionally cancel the Order at no additional charge.
End-user not ready/not available (CUSTOMER)
o “NGA - Customer Not Available (Please contact end
customer to progress & re-schedule order as required.)”
o
“NGA - Customer Not Ready (Please contact end customer
to progress & re-schedule order as required.)”
End-user refuses service (CUSTOMER)
o
“NGA - Customer Refuses Service (Please contact end
customer to progress & re-schedule order as required.)”
Third party access denied (CUSTOMER)
o
“NGA - 3rd Party Access denied. (Please contact end
customer to progress third party issue & re-schedule as
required.)”
A charge will be raised against the Order for the above events.
Where unforeseen circumstances arise where eircom cannot keep the appointment on the
designated time, the Operator will be notified with an RR and should be able to re-schedule
a new appointment straight away.
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o
5.6.2
“NGA - Eircom unable to keep current appointment.
Appointment can now be re-scheduled.” (EIRCOM)
Reschedule Indicated (RI) and Reschedule Forecast (RF)
An RI notification will be sent back through to UG where eircom cannot complete the Order
due to eircom issues such as:
Cable Issues
Duct/UnderGround (DUG) where a new drop is needed
Issues Other service delivery issues
For the above issues, an RF notification update will be provided when a forecast date is
available for resolution. This will be followed by a Reschedule Request (RR) notification
from eircom when the issue is resolved. When the Operator receives this notification they
can then re-schedule the appointment.
5.6.2.1
Underground Cable (NON-STANDARD)
Initial message (RI) will read: “NGA - Underground Cable Issue - Eircom Unable
To Keep Appointment. (Further Information to Follow)”
Forecast message (RF) will read: “NGA Delivery Issue Resolution Forecast. Issue
due to be resolved on DD/MM/YYYY”
Resolution message (RR) will read: “NGA Delivery Issue Now Resolved. The
Appointment can be re-scheduled.”
5.6.2.2
Nil Cable Issues (NON-STANDARD)
Initial message (RI) will read: “NGA - Duct/ Nil Cable (No Cable Available) Issue Eircom Unable to Keep Appointment (Further Information to Follow)”
5.6.2.3
Other Service Delivery Issues (NON-STANDARD)
Initial message (RI) will read: “NGA - Eircom unable to keep current Appointment
due to Issue arising at Service Delivery that needs further resolution. (Further
Information to follow)”
The Co-ordinate Appointment and the Reschedule Appointment is disabled during an RI
phase.
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5.7
FTTC NTU Installation including data port extension socket
At the end-user premises the eircom or Operator technician will install the new NGA NTU,
replacing the master socket. The NGA NTU is the demarcation point for the Virtual
Unbundled Access (VUA) / Bitstream Plus FTTC products.
For the POTS-based product the internal wiring will continue to be served from the NTU
and supply PSTN service. eircom will, if requested at the time of Order, install a data port
extension socket using a standard extension kit to a maximum of 30 meters.
The eircom Wholesale technician will surface mount any extension wiring to accessible
skirting boards and will not put cable under carpet or floor. No moving of furniture and no
decorative work will be carried out as part of the installation. The installation of an
extension kit will only be carried out if the technician deems that the work can be carried
out in a reasonable time frame. This DSL extension kit is considered to be part of internal
wiring and is owned by the end-user.
A charge will apply for the installation of the data port extension socket.
Data Port Extension Kits are ordered as part of a provisioning Order, as an Additional
Service with a Bitstream Additional Service Code (BAS_CODE) of DPEXTRAP.
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Section 6
6.1
POTS Based Provisioning & Migrations
Introduction
The processes outlined below relate to the provisioning and migrations of POTS Based
FTTC services. The exact same order types will also be utilised for each of the provisioning
and migration scenarios for FTTH services. The primary difference between the FTTC and
FTTH processes relates to the downstream tasks. In addition, Operators will not have an
option to install the NTU in an FTTH context. The table below summarises the four
scenarios and UG order types utilised for provisioning POTS Based NGA services and
migrating to POTS Based NGA services.
Scenario 1
PPN
Scenario 2
PPW
Scenario 3
LNI then PPN
(not combined)
Scenario 4
PPN then PW
(PWX in future)
Scenario 1 PPN Order : Migrate or Provide a PB NGA BB
FROM
TO (POTS BASED NGA)
Narrowband
Broadband
Narrowband
Broadband
SB-WLR OAO1 or OAO2
Nothing
N/A
SB-WLR OAO1 or OAO2 LS-CGA-PB OAO1 or OAO2
SB-WLR OAO1 or OAO2 BS-CGA-PB OAO1 or OAO2
SB-WLR
OAO1 or OAO2 BS-NGA-PB OAO2
SB-WLR OAO1 or OAO2 BS-NGA-PB
*OAO1
*Use CHN when OAO2 to OAO2
Scenario 2 PPW: Migrate from SA NGA BB to (WLR based)
FROM
TO (POTS BASED NGA)
Narrowband
Broadband
Narrowband
Broadband
ULMP OAO1 or OAO2
SB-WLR
OAO2
BS-NGA-PB OAO2
BS-NGA-SA OAO1 or OAO2
BS-CGA-SA OAO1 or OAO2
Scenario 3 LNI then PPN: Provide New Line and PB NGA BB
FROM
TO (POTS BASED NGA)
Narrowband
Broadband
Narrowband
Broadband
Nothing
N/A
Nothing
N/A
SB-WLR
OAO2
BS-NGA-PB OAO2
Scenario 4 PPN then PW (PWX in future): Migrate SB-WLR and Migrate or Provide a PB NGA BB
FROM
TO (POTS BASED NGA)
Narrowband
Broadband
Narrowband
Broadband
SB-WLR
OAO1
Nothing
N/A
SB-WLR
OAO1
LS-CGA-PB OAO1 or OAO2
SB-WLR
OAO1
BS-CGA-PB OAO1 or OAO2
SB-WLR
OAO2
BS-NGA-PB OAO2
SB-WLR
OAO1
BS-NGA-PB
OAO1
Table 2 Summary of POTS based Provisions and Migrations
Key to Summary Table
POTS Based Line Share
POTS Based ADSL BMB / BIP / BS+
POTS Based FTTX BS+ /VUA
Standalone ADSL BMB / BIP / BS+
Standalone FTTX BS+ /VUA
LS-CGA-PB
BS-CGA-PB
BS-NGA-PB
BS-CGA-SA
BS-NGA-SA
Note 1: Operator establishes In-home Wiring Requirements
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The Operator is responsible for advising their customer of eircom Wholesale‟s requirements
for the in-premises installation up to the demarcation point. With the exception of an
extension kit, all installation beyond the demarcation point is not addressed in this
document. Issues that the Operator should discuss with their end-user may include:
(FTTC) Replacement of the existing eircom master phone socket with an NTU
Location of the NTU (FTTC)/ ONT (FTTH)
(FTTC) Are there multiple phone sockets in the premises and are these fed from a
master socket? There must be no splitting of internal wiring before the master
socket as this is not compatible with VDSL; the end user is responsible for
removing any splits on the eircom side of the master socket / NTU. (Any sockets
fed from the master socket are unaffected)
(FTTC) Is an extension socket required to extend the NTU within the premises?
This can be included in the UG Order (note that this is an additional cost item).
(FTTH) Availability of an electricity socket to power an ONT
Note 2: This section contains a set of operational processes that support the interactions
between eircom and the Operator for the delivery and operation of migrations to POTS
Based Next Generation Access Products from the Current Generation Access Products
portfolio.
This section is an addendum to the product process manuals for LLU, Bitstream, SB-WLR.
These process manuals will detail the processes applicable to migration from Next
Generation Access Products to the Current Generation Access Products. This document
should be read in conjunction with the other Industry Process Manuals as published on
www.eircomwholesale.ie.
Note 3: The NGA products support multiple VPLS solutions as described in the Product
Description. Operators availing of this functionality must nominate the Egress Group
required as part of provisioning and migration Orders. A pre-requisite for Egress
provisioning is that the logical connectivity has been configured in advance.
6.2
Scenario 1: Migrate to or Provide a POTS Based NGA service FROM SB-WLR
In this scenario the PPN Order will provide a POTS-Based VUA or Bitstream Plus service on
an existing SB-WLR line where nothing else is on the line. The PPN Order will also provision
a POTS Based VUA or Bitstream Plus service and replace the ADSL Bitstream / Bitstream
Plus, Line Share or POTS Based NGA service on the line.
The steps involved in the provision of the PPN Order are listed below.
6.2.1 - Determine CLI and UAN
6.2.2 - PreQual Line- Submit (QB Order Type)
6.2.3 - PreQual Completion Notification returns list of available products
6.2.4 - Submit (PPN Order Type) to provision VUA PB/Bitstream Plus PB
- Request Appointment
- Option to Request Multicast (MCASTTV)
- Note: Appointment can be modified (before COB of day prior to
appointment)
6.2.5 - ADSL Bitstream or Line Share or PB NGA then Pending Loss notification Generated
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(if required)
- “Wait for Block” for defined time
6.2.6 - Port activated electronically & BI Notification or Pre BI Notification1 sent toOperator
6.2.7 - If ADSL Bitstream or Line Share then site visit to exchange to remove existing
BS/LS connection will be carried out after the NGA service has been enabled.
If a NGA broadband service is on the line then no site visit to the end-user‟s
premises will be required.
6.2.8 - eircom Technician Site visit to Cabinet for Port Connection
eircom technician will generally call the contact number prior to service being
disconnected from cabinet.
6.2.8 - If eircom installs the NTU for the Operator in this exchange area, then an eircom
Technician visits end-user premises for NTU Installation (Co-ordinate Appointment
may be usedby Operator if desired)..
6.2.9 - Loss Notification to ADSL/LS Operator if appropriate
- Completion Notification sent to Gaining Operator
1
The Pre BI notification is sent at the port reservation stage and it allows Operators to
configure their own network, get modem set up ready etc so that the end-user is ready to
go on completion of the jumpering/installation. The BI notification is sent on order
completion. In most cases the detail will be the same but in cases where a technician had
to swap the port when at the cabinet, then it will be different.
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6.3
Scenario 2: Migrate FROM ULMP or Standalone NGA TO POTS Based VUA
FTTC or POTS Based Bitstream Plus FTTC (Inter and Intra Migration
supported with this process)
In this scenario the PPW Order will replace the ULMP service with an SB-WLR line and a
POTS based VUA or Bitstream Plus service. The PPW will also replace will replace the
Standalone NGA service with an SB-WLR line and a POTS based VUA or Bitstream Plus
service.
6.3.1
ULMP to POTS Based VUA or POTS Based Bitstream Plus
In the case of ULMP on the line, the steps involved in the provision of the PPW Order are
listed below.
6.3.1.1 - Determine CRN and UAN
6.3.1.2 - PreQual Line based on CRN - Submit (QB Order Type)
6.3.1.3 - PreQual Completion Notification returns list of available products
6.3.1.4 - Submit (PPW Order Type) to provision VUA PB/Bitstream Plus PB
- Option Request GNP if number with 3rd Party
appointment)
6.3.1.5 - PWG Only - GNP Pending loss generated to losing Operator
6.3.1.6 - Line Activated
- Port Activated electronically & BI Notification sent to Operator
6.3.1.7 - eircom Site visit to Exchange to remove existing ULMP connection will be carried
out after the NGA service has been enabled.
- eircom Technician Site visit to Cabinet for Port Connection
6.3.1.8 - PWG Only - GNP Activated
6.3.1.9 - If no co-ordinated appointment is set for NTU - then eircom Technician visits
Customers Premises for NTU Installation. eircom technician will call contact
number prior to service being disconnected from cabinet.
6.3.1.10 - If a co-ordinated appointment is set for NTU - then Operator Technician visits
Customers Premises for NTU Installation. eircom technician will call contact
number prior to service being disconnected from cabinet.
6.3.1.11 - Loss Notification to ULMP Operator
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6.3.2
Standalone NGA to POTS Based VUA or POTS Based Bitstream Plus
In the case of Standalone NGA services, the steps involved in the provision of the PPW
Order are listed below.
6.3.2.4 - Submit (PPW Order Type) to provision VUA PB/Bitstream Plus PB
appointment)
6.3.2.5 - T Notification returned indicating telephone number assigned
6.3.2.6 - Line Activated
- Port Activated electronically & BI Notification sent to Operator
- eircom Site visit to Exchange for line connection (if required)
6.3.2.7 - GNP activated (if GNP requested)
6.2.2.8 - Loss Notification to Standalone Operator
6.4
Scenario 3: Provisioning a New Line and POTS-Based FTTC NGA Services
when nothing in place.
To provide a POTS-Based VUA or Bitstream Plus FTTC service on an in situ path an
LNI/LNG Order is used. The LNI/LNG Order activates the SB-WLR service on the line at the
end user‟s premises. Once part of the Order is complete the LNI/LNG then automatically
generates a PPN Order. The PPN Order activates the POTS-Based VUA or Bitstream Plus
FTTC service as outlined in Section 6.2 above.
The LNG order is used if the end user wants to port their current telephone number that
exists on a different serving platform onto the new SB-WLR line. Otherwise, an LNI order
will suffice.
Where the end user already has a SB-WLR service on their line then a PPN Order is used to
provide the POTS-Based VUA or Bitstream Plus FTTC service.
The PPN Order requires a port connection to be carried out by the eircom technician at the
cabinet. If applicable then the eircom technician will also visit the end user‟s premises to
install the NTU. Appointment setting is provided with the PPN Order.
Prior to submitting the Order types outlined below the gaining Operator should submit the
relevant prequal Order (QB) to determine the NGA products available for provision on that
line.
In this scenario the LNI/LNG Order followed by an automatically generated PPN Order will
provide a POTS-Based VUA or Bitstream Plus service on to an insitu line.
The steps involved in the provision of the LNI/LNG Order are listed below.
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6.4.1
- Determine ARD Key
6.4.2
- Optionally interrogate Advanced Pre-qual File and Ensure Address is NGA
Compatible
6.4.3
- Submit LE Order Type
6.4.4
- LE Order Completion Notification contain line details
6.4.5
- PreQual Line- Submit (QB Order Type)
6.4.6
- PreQual Completion Notification returns list of available products
6.4.7
- Submit (LNI/LNG Order Type) to provision Line & VUA PB/Bitstream Plus PB
- Request New Line
- Option to request old telephone number if at that premises
6.4.8
- T Notification returned indicating telephone number assigned
6.4.9
- LNG Only - GNP Port Notification generated to losing Operator (if GNP requested)
6.4.10 - Line Activated Electronically
6.4.11 - GNP Activated (if GNP requested)
Note 1: The end user‟s SB-WLR line is now active.
6.4.12 - LNI/LNG generates (PPN order Type) to provision VUA PB/Bitstream Plus PB
Note 2: On acceptance of PPN the default on UG is to allocate the earliest
appointment. The OAO should contact their end user and reschedule if required
6.4.12 - LNI/LNG Completion Notification sent to Gaining Operator with PPN Order Number
Note 3: Non In situ Lines Require a separate LNN order and PPN Order
6.5
Scenario 4: Migrate FROM SB-WLR (either alone or with Current Generation
Bitstream or Line Share or NGA Services in place) TO POTS based NGA
In this scenario the Operator should migrate the NGA Broadband element utilising the PPN
order as described above and move the SB-WLR service by utilising the PW order type. In
a future release a new combined order will be made available called the PWX.
6.6
Installation Failures (Dead on Arrival)
Installation failures / Dead on Arrival (DOA) are instances where eircom advised an OAO
that the requested service was provisioned when, in reality, the service was never
provisioned correctly in the first instance. For the avoidance of doubt this excludes all
provisioning work carried out by an Operator on behalf of eircom. The operator should
submit a fault report indicating an Install Fail (Sections 11.7.3.2.2 and 11.7.2.4); fault
reports on the day of installation should be reported directly to the eircom Wholesale
Customer Care Centre (Section 11.10.1), where the provisioning will be prioritised.
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Section 7
7.1
Standalone Provisioning & Migrations
Introduction
The processes outlined below relate to the provisioning and migrations of Standalone FTTC
services. The exact same order types will also be utilised for each of the provisioning and
migration scenarios for FTTH services. The primary difference between the FTTC and FTTH
processes relates to the downstream tasks. In addition, Operators will not have an option
to install the NTU in an FTTH context. The table below summarises the three scenarios
and UG order types utilised for provisioning Standalone NGA services and migrating to
Standalone NGA services.
Scenario 1 PNN Order : Provide SA NGA BBPB NGA BB
FROM
Narrowband
Nothing
N/A
TO (SA)
Broadband
Nothing
N/A
Narrowband
Broadband
BS-NGA-SA
OAO2
BS-CGA-SA
OAO2
Scenario 2 PNW Order : Migrate from (WLR based) to SA NGA BB
FROM
Narrowband
SB-WLR OAO1 or OAO2
SB-WLR OAO1 or OAO2
SB-WLR OAO1 or OAO2
SB-WLR OAO1 or OAO2
TO (SA)
Broadband
LS-CGA-PB
BS-CGA-PB
BS-NGA-PB
Narrowband
Broadband
OAO1 or OAO2
OAO1 or OAO2
OAO1 or OAO2
BS-NGA-SA
BS-CGA-SA
OAO2
OAO2
Scenario 3 PNO Order : Migrate (non WLR based) to SA NGA BB
FROM
Narrowband
ULMP
OAO1 or OAO2
TO (SA)
Broadband
BS-NGA-SA
BS-CGA-SA
*OAO1 or OAO2
*OAO1 or OAO2
Narrowband
Broadband
BS-NGA-SA
OAO2
BS-CGA-SA
OAO2
*Use CHN when OAO2 to OAO2 and same generation
Table 3 Summary of Standalone Provisions and Migrations
Key to Summary Table
POTS Based Line Share
POTS Based ADSL BMB / BIP / BS+
POTS Based FTTX BS+ /VUA
Standalone ADSL BMB / BIP / BS+
Standalone FTTX BS+ /VUA
LS-CGA-PB
BS-CGA-PB
BS-NGA-PB
BS-CGA-SA
BS-NGA-SA
Note 1: Operator establishes In-home Wiring Requirements
The Operator is responsible for advising their customer of eircom Wholesale‟s requirements
for the in-premises installation up to the demarcation point. With the exception of an
extension kit, all installation beyond the demarcation point is not addressed in this
document. Issues that the Operator should discuss with their end-user may include:
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(FTTC) Replacement of the existing eircom master phone socket with an NTU
Location of the NTU (FTTC)/ ONT (FTTH)
(FTTC) Are there multiple phone sockets in the premises and are these fed from a
master socket? There must be no splitting of internal wiring before the master
socket as this is not compatible with VDSL; the end user is responsible for
removing any splits on the eircom side of the master socket / NTU. (Any sockets
fed from the master socket are unaffected)
(FTTC) Is an extension socket required to extend the NTU within the premises?
This can be included in the UG Order (note that this is an additional cost item).
(FTTH) Availability of an electricity socket to power an ONT
Note 2: This section contains a set of operational processes that support the interactions
between eircom and the Operator for the delivery and operation of migrations to
Standalone Next Generation Access Products from the Current Generation Access Products
portfolio.
This section is an addendum to the product process manuals for LLU, Bitstream, SB-WLR.
These process manuals will detail the processes applicable to migration from Next
Generation Access Products to the Current Generation Access Products. This document
should be read in conjunction with the other Industry Process Manuals as published on
www.eircomwholesale.ie as appropriate.
Note 3: The NGA products support multiple VPLS solutions as described in the Product
Description. Operators availing of this functionality must nominate the Egress Group
required as part of provisioning and migration Orders. A pre-requisite for Egress
provisioning is that the logical connectivity has been configured in advance.
7.2
Scenario 1: Provisioning Standalone VUA FTTC or Standalone Bitstream Plus
FTTC when nothing in place
The PNN Order allows for the provision of an NGA standalone VUA or Bitstream Plus service
on to an in situ line that currently has no services on it.
The PNN Order requires a port connection to be carried out by the eircom technician at the
cabinet. If applicable then the eircom technician will also visit the end customer‟s premises
to install the NTU.
Prior to submitting the Order types outlined below the gaining Operator should submit the
relevant prequal Order (QB) to determine the NGA products available for provision on that
line.
Standalone NGA service does not include a wholesale voice service. If the end customer
requires a voice service then this can be provided by their operator over a VOIP platform.
In this scenario, there are no existing eircom Wholesale products (SB-WLR, LLU, Bitstream
or LS) in place
In this scenario the PNN Order will provide a standalone VUA or Bitstream Plus service on
to an in situ line.
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The steps involved in the provision of the PNN Order are listed below.
7.2.1 - Determine ARD Key
7.2.2 - Optionally interrogate Advanced PreQual File and ensure address is NGA compatible
7.2.3 - PreQual based on ARD - Submit (QB Order Type)
7.2.4 - PreQual Completion Notification returns list of available products
7.2.5 - Submit (PNN Order Type) to provision VUA SA/Bitstream Plus SA
- No requirement to specify in situ or non-in situ.
- Request appointment
- Option to request Multicast (MCASTTV)
appointment)
7.2.6 - Port activated electronically & BI Notification sent to Operator
7.2.7 - eircom Technician site visit to cabinet for Port connection
eircom technician will generally call the contact number prior to service
being disconnected from cabinet.
7.2.8 - If eircom installs the NTU for the Operator in this exchange area, then an eircom
Technician visits end-user premises for NTU Installation (Co-ordinate
Appointment may be used by Operator if desired).
7.2.9 - If the Operator installs the NTU on behalf of eircom in this exchange area, then an
Operator Technician visits customer‟s premises for NTU installation (Coordinate Appointment may be used by Operator if desired).
7.2.10 - Completion Notification sent to the Operator
Note 1: In the case of FTTH, the PNN Order will include the necessary downstream steps
to install the fibre element.
Note 2: If requested by the end-user, the Operator is responsible for porting their existing
Telephone number over to the new Standalone service with over- the-top VoIP.
Note 3: If an address is not included in the Pre-qual file then it will not be available for the
provision of NGA Standalone services.
7.3
Scenario 2: Migrations FROM SB-WLR or SB-WLR with Bitstream / Line
Share / NGA Bitstream/ NGA VUA TO Standalone VUA FTTC or Standalone
Bitstream Plus FTTC
The PNW Order type allows for the provision of an NGA standalone broadband or VUA
service from a SB-WLR based services. The PNW Order involves the removal of the POTS
based SB-WLR service and the associated broadband or Line Share service.
PNW Orders require a port connection to be carried out by the eircom technician at the
cabinet. If applicable then the eircom technician will also visit the end customer‟s premises
to install the NTU.
Prior to submitting the Migration Order types outlined below the gaining Operator should
submit the relevant prequal Order (QB) to determine the NGA products available for
provision on that line.
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The three variants of this scenario are addressed in the following sections.
7.3.1
SB-WLR to Standalone VUA or Bitstream Plus
In this scenario the PNW Order will replace the SB-WLR POTS based service on the line
with a standalone VUA or Bitstream Plus service.
The steps involved in the provision of the PNW Order are listed below.
7.3.1.1 - Determine CLI and UAN
7.3.1.2 - PreQual Line based on CLI - Submit (QB Order Type)
7.3.1.4
- Submit (PNW Order Type) to provision VUA SA/Bitstream Plus SA
appointment)
7.3.1.5 - Port Activated Electronically & BI Notification sent to Operator
7.3.1.6 - POTS Based Loss Notification sent to losing Operator
7.3.1.7 - eircom Technician Site visit to cabinet for Port connection
7.3.1.8 - If eircom installs the NTU for the Operator in this exchange area, then an eircom
may be used by Operator if desired).
If the Operator installs the NTU on behalf of eircom in this exchange area, then an
Operator Technician visits customer‟s premises for NTU installation (Co-ordinate
7.3.1.9 - Completion Notification sent to the Operator
7.3.2
SB-WLR with ADSL Bitstream/Bitstream Plus or Line Share to Standalone VUA or
Bitstream Plus
In this scenario the PNW Order will replace the SB-WLR and ADSL Bitstream / Bitstream
Plus or Line Share service with a standalone VUA or Bitstream Plus product.
7.3.2.4 - Submit (PNW Order Type) to provision VUA SA/Bitstream Plus SA
- Note: Appointment can be modified (before COB on working day prior to
appointment)
7.3.2.5 - Pending Loss notification generated to ADSL Bitstream or Line Share or PB NGA
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7.3.2.6 - Port Activated electronically & BI Notification sent to Operator
7.3.2.7 - POTS Based Loss Notification sent to Losing Operator (Bitstream / Line Share
notification also sent as applicable)
7.3.2.8 - If ADSL Bitstream or Line Share then site visit to Exchange to remove existing
BS/LS connection will be carried out after the NGA service has been
enabled.
- eircom Technician Site visit to Cabinet for Port Connection
Technician visits end-user premises for NTU Installation (Co-ordinate
Appointment may be used by Operator if desired)..
7.3.2.10 - If the Operator installs the NTU on behalf of eircom in this exchange area, then
an Operator Technician visits customer‟s premises for NTU installation (Coordinate Appointment may be used by Operator if desired).
7.3.2.11
- Loss Notification to ADSL/LS/PB BGA Operator
7.3.2.12
- Completion Notification sent to the Operator
7.3.3
SB-WLR with POTS Based NGA to Standalone VUA or Bitstream Plus
If POTS based NGA broadband services are also on the line the PNW Order will replace the
current services with a standalone broadband or VUA service.
7.3.3.4 - Submit (PNW Order Type) to provision VUA SA/Bitstream Plus SA
- Request Appointment (to co-ordinate installations)
- Option to request Multicast (MCASTTV)
appointment)
7.3.3.5 - PB NGA Pending Loss notification generated
7.3.3.7 - Loss Notification for POTS based service and NGA broadband service sent to
losing Operator(s)
7.3.3.8 - Completion Notification sent to the Operator
7.4
Scenario 3: Migrations FROM ULMP TO Standalone VUA FTTC or Standalone
Bitstream Plus FTTC or moving Standalone NGA from one Operator to
another
The PNO Order type allows for the provision of an NGA standalone broadband or VUA
service from ULMP based services. This order type also allow the migration of Standalone
NGA services from one Operator to another
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In the case of ULMP to Standalone NGA the PNO Orders require a port connection to be
carried out by the eircom technician at the cabinet. If applicable then the eircom technician
will also visit the end customer‟s premises to install the NTU.
The migration of Standalone NGA between Operators is essentially an electronic process.
Prior to submitting the Migration Order types outlined below the gaining Operator should
submit the relevant prequal Order (QB) to determine the NGA products available for
provision on that line.
The two variants of this scenario are addressed in the following sections.
7.4.1
Migrations FROM ULMP TO Standalone VUA / Bitstream Plus (Inter and Intra
Migration supported with this process)
In this scenario the PNO Order will remove the ULMP service on the line with a standalone
VUA or Bitstream Plus service.
The steps involved in the provision of the PNO Order are listed below.
7.4.1.4 - Submit (PNO Order Type) to provision VUA SA/Bitstream Plus SA
7.4.1.5
appointment)
7.4.1.7 - ULMP Loss Notification sent to Losing Operator
7.4.1.8
- eircom site visit to Exchange to remove existing ULMP connection will be
carried out after the NGA service has been enabled.
- eircom technician site visit to cabinet for Port connection
may be used by Operator if desired).
7.4.1.10 - If the Operator installs the NTU on behalf of eircom in this exchange area, then
an Operator Technician visits customer‟s premises for NTU installation (Co-ordinate
7.4.1.11 - Completion Notification sent to Gaining Operator
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7.4.2
Migration FROM Standalone VUA / Bitstream Plus TO Standalone VUA / Bitstream
Plus (different Operator)
Within FTTC or within FTTH, the migration from one standalone product to another using
the PNO Order doesn‟t require a site visit to the cabinet or the customer‟s premises. As the
customer‟s port is already connected in the cabinet, and for FTTC the NGA NTU is already
installed at the customer‟s premises, then the Order can be handled as a soft migration.
7.4.2.4 - Submit (PNO Order Type) to provision VUA SA/Bitstream Plus SA
7.4.2.6 - Loss Notification sent to Losing Operator
7.4.2.7 - Completion Notification sent to Gaining Operator
Note 1: If requested by the end-user, the gaining Operator is responsible for porting their
existing Telephone number over to the new Standalone service.
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Section 8
Logical Circuit Orders
This section covers the processes for ordering the NGN logical circuits available to support
NGA:
BPU - Bitstream Plus Unicast
BPM - Bitstream Plus Multicast
BPE - Bitstream Plus multicast to an Exchange
VAU - Virtual unbundled Access Unicast
VAM - Virtual unbundled Access Multicast
8.1
Pre-requisites for Logical Circuit Orders
The operator must have a WEIL(s) in place and SAB(s) configured.
In addition, operators wishing to place orders for support of multiple resellers (multi-VPLS)
must be configured for this on the UG. On request to eircom Wholesale, separate “Egress
Groups” for the operator and each of its resellers will be configured on the UG. Operators
with no resellers will be assigned to Egress Group 1.
8.2
Bitstream Plus Logical Circuit Order Process
The Provide Data Circuit (PDC) Order on the Unified Gateway enables Operators to order
each of the Logical Circuits for Bitstream.
Step (i)
Operator orders unicast service (BPU) per reseller from its specified WEIL
to an exchange area of interest. The operator specifies the required Egress
Group for the BPU.
i. This creates a logical connection for unicast traffic through the
eircom network between the operator handover point and the NGN
Aggregation node in an eircom exchange.
ii. Note that the default is for eircom to assign the S-VLAN ID
presented at the operator handover on the external Network to
Network interface (E-NNI) port. However the operator may
optionally specify the S-VLAN ID presented at the E-NNI for all SVLANs on that E-NNI.
Step (ii)
For unicast resilience, the Operator may optionally order multiple BPU
logical connections to multiple WEILs for the same BPU access traffic.
Step (iii)
For multicast, the Operator must then order multicast at the network level
before individual multicast connectivity to individual exchange areas can be
ordered.
Operator orders Bitstream Plus Multicast (BPM) which requests the creation
of an MVPN (Multicast IP-VPN) in the eircom core to an Operator specified
single SAB/WEIL. This is a single once off order per Operator per Multicast
Reseller.
i. Note that the operator determines if the SAB is shared with
Unicast or whether a separate dedicated SAB is used for Multicast.
ii. The operator determines the bandwidth required on the BPM
order.
iii. Note also that the operator should allow some weeks for the
provision of BPM connections (Section 2.1 Calendar of Events) as
the set up of BPM connectivity is a manual process.
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Step (iv)
8.3
An Operator wishing to support different multicast resellers orders an
additional BPM per reseller, specifying the required Egress Group.
Step (v)
For multicast resilience, the Operator optionally orders a second BPM on a
separate SAB/WEIL for resilience using its existing MVPN. This circuit
carries no traffic through the service access point in normal operation. The
Operator may alternatively use load sharing between its SAB/WEILs.
Step (vi)
When the BPM delivery notification has been received, the Operator orders
BPE multicast logical connectivity to each exchange area of interest. The
BPE order is linked to the operator‟s/reseller‟s associated BPU and BPM.
Step (vii)
The Operator has the option of ordering additional BPE logical connectivity
to each exchange to support different multicast resellers.
VUA Logical Circuit Order Process
The Provide Data Circuit (PDC) Order on the Unified Gateway enables Operators to order
each of the logical circuits for VUA.
Step (i)
For unicast, the Operator orders the Virtual Unbundled access Unicast
(VAU) logical connectivity from its specified WEIL at the NGN Agg Node in
an exchange of interest.
i. The default is for eircom to assign the S-VLAN ID presented at the
operator handover on the external Network to Network interface
(E-NNI) port. However the operator may optionally specify the SVLAN ID presented at the E-NNI for all S-VLANs on that E-NNI.
Step (ii)
For multicast, the operator then orders a VAM circuit for each NGA
exchange in scope.
Step (iii)
For multicast resilience, the operator may order an additional VAM circuit
to a different WEIL
Step (iv)
If an Operator wishes to support different multicast resellers, then a
separate VAU is a pre-requisite for an associated VAM order per reseller.
The operator selects the required Egress Group for each VAM order.
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Section 9
9.1
In-life Management
Cease Bitstream-Plus / VUA
A Cease request is an Order on the Unified Gateway for the removal of the Bitstream Plus
or VUA service from the end-user. There are two cease Order types on the UG for NGA
services, the CEN Order type is utilised for ceasing Standalone NGA and the CNP Order is
utilised for POTS-Based ceases. Both Order types are available via GUI, FTP and Web
Services channels.
9.1.1
Cease of Standalone Bitstream Plus / VUA Services
It is a pre-requisite that the Standalone Bitstream Plus / VUA service is with the Ceasing
Operator. The process for ceasing Standalone is as follows:
Step (i)
Operator selects CEN Order type
The CRN (with STD of 88XX) is utilised to identify the individual end-user
service in the TELE_NO tag.
The next working day is the default setting for the cease.
Step (ii)
Operator submits the CEN Order type on the Unified Gateway
Step (iii)
The Unified Gateway validates the Order and returns an acceptance /
rejection notification
Step (iv)
The cease is implemented by the Unified Gateway on the next working day.
Step (v)
The Unified Gateway returns a completion notification and billing for that
service stops on that date.
9.1.2
Cease of POTS-Based Bitstream Plus / VUA Services
It is a pre-requisite that the POTS-Based Bitstream Plus / VUA service is with the ceasing
Operator. The process outlined in this section refers to ceasing the Bitstream Plus / VUA
element of the POTS-Based service only. The SB-WLR element is ceased through the
normal SB-WLR cease process as outlined in the SB-WLR IPM. The NGA element must be
ceased before the POTS can be ceased.
There are two scenarios for ceasing the Bitstream Plus / VUA element of the POTS-Based
service but both utilise a similar ceasing process. The two scenarios are:
1. The Operator wishes to cease the service on a line for an existing account (Cease
Type „Normal‟ on UG)
2. An Operator initiated cease due to the end user‟s SB-WLR/PSTN service being
ceased (Cease Type „T‟ on UG) – see notes below.
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The ceasing process is as follows:
Step (i)
Operator selects CNP Order type
The telephone number is utilised to identify the individual end-user service
to be ceased
The next working day is the default setting for the cease.
The Operator selects the cease type – “normal” or “T” (see note below).
Step (ii)
Operator submits the CNP Order type on the Unified Gateway
Step (iii)
The Unified Gateway validates the Order and returns an acceptance /
Step (iv)
The cease is implemented by the Unified Gateway on the next working day.
Step (v)
The Unified Gateway returns a completion notification and billing for that
service stops on that date.
Note: Processes for cessation of Bitstream Plus / VUA and SB-WLR Service
There are two circumstances where a cease of Bitstream Plus / VUA service is required in
order to facilitate PSTN / SB-WLR service cessation, these are as follows:
1. If an end-user wishes to cease a line where a Bitstream Plus / VUA service exists with
a different operator, the SB-WLR/PSTN Operator must ask the end-user to cease the
underlying Bitstream service first SB-WLR/PSTN can be ceased. This process is
intended to prevent inappropriate cessation of another Operator‟s service. This is a
“normal” cease type on the Unified Gateway.
2. In reference to a clause in the Bitstream Access Reference Offer, there may be
instances where an end-user's SB-WLR/PSTN account may be terminated by eircom
and/or Operator. For example, due to non-payment of SB-WLR/PSTN by the end user.
The process for dealing with this scenario is as follows:

The SB-WLR/PSTN Operator received a failed order response to a cease SBWLR/PSTN order. The failed order response indicates that there is an "NGA Service
on the line"

In cases where the Bitstream Plus / VUA service is not with the SB-WLR/PSTN
Operator then the SB-WLR/PSTN Operator requests the eircom Wholesale
Customer Contact Centre WCCC/WCSC) to cease the Bitstream Plus / VUA service
on the line as they wish to cease the underlying SB-WLR/PSTN service.

WCCC/WCSC will instruct the relevant Operator to cease the Bitstream Plus / VUA
Service within 4 working days as the underlying SB-WLR/PSTN service is being
ceased.

The Operator raises a T type CNP cease order, with a required by date of 1 working
day, on the UG. This automatically ceases the billing and the Bitstream Plus / VUA
service.

When the Operator ceases the Bitstream Plus / VUA service - WCCC/WCSC then
notifies the SB-WLR/PSTN operator that the Bitstream Plus / VUA service is ceased.
The SB-WLR/PSTN service can then be ceased.

If the Bitstream Plus / VUA service is not ceased by the Operator (i.e. the T type
CNP cease is not raised/completed) within 4 working days then eircom Wholesale
will cease the Bitstream Plus / VUA service on behalf of the NGA Service Operator
after day 4.
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WCCC/WCSC notifies NGA Service Provider that they are ceasing the Bitstream
Plus / VUA service on their behalf (via phone call and email).

WCCC/WCSC team leader raises a T type CNP cease on the NGA Service Operator‟s
behalf via the GUI and notifies the SB-WLR/PSTN operator via email that the
Bitstream Plus / VUA service is now ceased.

9.2
Cancel Order
This Order type is not specific to NGA Bitstream Plus / VUA Orders. This Order type will
work for all UG product sets with the details provided below being specific to the Bitstream
Plus / VUA services. The Cancel Order (CO) will remove Bitstream Plus / VUA once the
original Order has been accepted. However, the Order can only be cancelled prior to
appointment date at the latest.

If the Order has reached delivered stage and the exchange work has already been
completed then a cease Order will need to be submitted instead and the CO Order
will be rejected.

A cancellation of a Cease Order Bitstream Plus / VUA can only be submitted if the
required by date for the cease Bitstream Plus / VUA Order is more than 1 working
day in the future.

A cancellation is not possible on a Transfer between existing NGA services on the
UG as they are immediate.
The UG Order code for a cancel is the CO Order type and it is available via GUI, FTP and
Web Services channels. The process is as follows:
Step (i)
Operator submits the CO Order type on the Unified Gateway.
The Order Number is utilised to identify the UG order to be cancelled.
9.3
Step (ii)
The Unified Gateway validates the order and returns an acceptance /
Step (iii)
The Unified Gateway returns a completion notification indicating the
original order was cancelled.
Change Bitstream Plus / VUA Services
The Change Bitstream Plus / VUA Order type allows Operators to modify the existing NGA
Bitstream Plus / VUA service. The CHN Order is available via GUI, FTP and Web Services
and provides Operators with the capability to:

Add or remove multicast on the end-user‟s NGA service.

Change the Egress group on an end-user‟s NGA service

Change the SLA on an end-user‟s NGA service

Intra-operator move between PB-VUA and PB Bitstream Plus

Intra-operator move between SA-VUA and SA Bitstream Plus
The addition of Multicast is added via the BAS Code (Bitstream Additional Service) on the
CHN Order type. Once the BAS_Code is set to MCASTTV, the profile must be set to Stable
Profile. If the BAS Code is blank then the profile must be Rate adaptive. Operators also
have the ability to obtain a non-rate adaptive fixed rate profile even though they are not
availing of Multicast. This can be achieved by setting the BAS Code to Stable Profile
(HISTABLE).
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It is important to note that the full details of the end user‟s service must be submitted
when submitting a CHN order. E.g. the Service Type, the Egress Group if relevant and
Multicast if relevant. (A CHN will remove the multicast if a change order is submitted and
there is no Multicast specified.)
Note: The CPN Order type described in the Fault Handling section 11.8.6 allows Operators
to change profiles for individual customers.
9.4
Upgrade Orders and Downgrade Orders on Bitstream Plus / VUA
There is only one variant of the Bitstream Plus / VUA service for FTTC and one variant of
Bitstream Plus / VUA for FTTH. It is expected that an end-user may be in scope for either
FTTC or FTTH but not for moving between them. Therefore, there is no concept of
upgrades or downgrades within NGA products.
End-users that wish to move from ADSL based Bitstream service to FTTC / FTTH or move
between Bitstream Plus and VUA should utilise the migration processes outlined in Section
7 as appropriate.
9.5
Move Orders
The Move Order (MI) available in the SB-WLR Industry Process Manual that facilitates a
customer moving both their SB-WLR and Bitstream service in a single transaction has not
been extended to POTS Based NGA Bitstream Plus / VUA.
Instead, if a POTS-Based customer wishes to move their services (within the same
exchange) and retain their telephone number, a three stage process is required. Please
refer to SB-WLR IPM for details on SB-WLR move order processes – however a summary of
the high level steps is outlined below.
Step (i)
The Operator ceases the Bitstream service in the “moving from” premises
Step (ii)
The Operator submits an MI or MN order as appropriate (without Bitstream
element) to move the telephone service to the “Move to” premises while
retaining the telephone number
Step (iii)
Once the MI and MN order has been completed the appropriate POTSBased NGA service can be added to the line.
In the case of Standalone NGA services – the move should be handled as a cease and
provide.
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Section 10
Fault Diagnosis
This section addresses the NGA Access fault diagnosis and the four levels of testing
available.
A number of tools have been made available on the UG to assist Operators in trouble
shooting service issues with their customers. These orders are all accessible on the NGA
Faults menu on the UG.
Figure 3. FTTC Diagnostic Capability
Figure 4. FTTH Diagnostic Capability
10.1 Level 1 Testing
Diagnostic testing for NGA is available to Operators on the NGA Faults section of the UG.



Relevant Unified Gateway Order Types

TSN (Test synchronisation for NGA)

TSH (Test Synchronization History)
VDSL FTTC functionality:

Querying details of an VDSL Port

Querying details of an VDSL Line profile
FTTH functionality:

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Querying the configuration status of an ONT Port
43

Querying the activation and the running status of an ONT

Querying details of Line profile

Querying parameters of the optical module on the ONT NNI port.

Querying the last time the ONT was up / down
10.1.1 Test Synchronisation for NGA (TSN)
Order type TSN “Test Sync for NGA” on a FTTC connection enables the Operator to test the
end user‟s “in service” line and retrieve metrics regarding that particular line.
Order type TSN on an FTTH connection will return the status of the remote end ONT.
TSN Steps
Step (i)
Step (ii)
Select TSN – Test Synch NGA
Enter the CLI (PB FTTC/FTTH) or CRN (SA FTTC/FTTH) of the line to be
tested
Step (iii)
Submit Order TSN
Step (iv)
The TSN Completion Notification for FTTC returns:
Synch Test Date and Time
Unique ID
Profile Code
Result of last complete initialisation
Port Status
Downstream Attenuation
Upstream Attenuation
Downstream Noise Margin
Upstream Noise Margin
Downstream Attainable Bitrate
Upstream Attainable Bitrate
Downstream Actual Bitrate
Downstream delay of channel 1
Upstream actual bitrate
Upstream delay of channel 1
Last synchronisation time
Last loss of synch time
Duration of present showtime
Downstream INP of channel 1
Upstream INP of channel 1
Step (v)
The TSN Completion Notification for FTTH returns:
Synch Test Date and Time
Unique ID
Line Profile and Service Profiles
Port Status
ONT Run Status (Up (normal and online)/ Down)
ONT Admin Status (Up/ Down)
RX Power (Optical power in 0.01dBm)
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TX Power (Optical power in 0.01dBm)
Last Time Up
Last Time Down
Last Down Cause
Figure 5. TSN Screenshot for FTTC
Figure 6. TSN Screenshot for FTTH
10.1.1.1 Explanation of Synchronisation Test terms
A list of some key terms that need to be understood when using the sync checker (TSN)
tool is given in Appendix 2 .
The key metrics that should be analysed when running a TSN are the following:
1. Status
2. Actual bit rate
3. Attainable bit rate
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When run in conjunction with a pre-qualification check, it‟s possible to determine the actual
individual products a customer can currently attain based on the last Pre-qual update for
that line. If the actual bitrates being returned on the TSN are noticeably different from the
Pre-qual result then further investigation is required. The attainable bitrates can be used
for additional information purposes but it is important to note that the customer modem
can influence the attainable rates. For all suspected faults it is essential that the Operator
ensures that unless otherwise instructed, the end user leaves the modem on for the entire
duration of the analysis and resolution process. End users should not be advised of the
Attainable bitrate as this figure is purely for diagnostic purposes only.
10.1.2 Test Synchronisation History for NGA (TSH)
The TSH Order type can be used to retrieve the results from six previous Test
Synchronisation (TSN) checks. This information is useful when troubleshooting intermittent
or repeat faults.
TSH Steps
Step (i)
Select TSH – Test Synch History
Step (ii)
Determine the CLI or CRN of the line to be tested
Step (iii)
Submit Order TSH
Step (iv)
The TSH Completion Notification for FTTC returns the results of a previous
TSN order.
10.1.3 Query NGA Details (QND)
The QND order is a fault diagnostic tool that can be used for the following requirements:
1) To check the current profile set on a customer‟s line including downstream and
upstream speeds.
2) To check the product onto which a customer is provisioned.
3) To check product characteristics such as is the product rate adaptive or fixed.
4) For FTTC, to check to see if a customer‟s line quality has changed resulting in a
lower or perhaps higher qualification. This order type will then enable the Operator
to change the Profile on the line (Change Profile NGA in section 11.8.6.)
10.1.3.1 QND FTTC Steps
Step (i)
Select QND-Query NGA Details
Step (ii)
Determine the CLI or CRN of the line to be tested
Step (iii)
Submit Order QND
Step (iv)
The QND Completion Notification returns
Unique ID
CLI / CRN
Current Profile Code
List of Qualified Service with Service Code and Profile Codes that
the line should support
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Figure 7 UG Screenshot of QND (FTTC)
10.1.3.2 QND FTTH Steps
Step (i)
Select QND-Query NGA Details
Step (ii)
Determine the CLI or CRN of the line to be queried
Step (iii)
Submit Order QND
Step (iv)
The QND Completion Notification returns
Unique ID
CLI / CRN
Current Profile (e.g. 150M_30M)
List of Services and Codes that the line should support (e.g. BPFTH –
150M_30M_F)
Figure 8. UG Screenshot of QND (FTTH)
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47
10.2.1 Test Performance for NGA tests (TPN)
Order Type TPN (Test Performance for NGA) on the Unified Gateway will allow Operators
get the per-link statistics for an FTTx line.
Step (i)
Select TPN-Test Performance for NGA
Step (ii)
Enter CLI / CRN number
Step (iii)
Submit TPN Order
Step (iv)
A unique reference number is provided
Step (v)
Step (vi)
Operator is advised that the results are available in the Order results
screen in order tracking
Select NGA Faults and NGA Fault Tracking
Step (vii) Select Test and then Details to see Performance
FTTC
Corrected Blocks
Uncorrected Blocks
Errored seconds
Severely errored seconds
CRC errors
Separate results for the network side and the customer side
Each in current215 mins, last (previous) 15 mins and current 24 hours.
Number of initialisations (Synchronisation)
Number of initialisation failures
FTTH
ONT Port Type (Ge, Gigabit Ethernet)
Actual Port Type (Fe/ Ge/Ethernet)
Duplex mode (Half/ Full)
ONT Port Status (active / activating / deactive)
ONT running status
ONT management status (Administration status: Up/Down)
ONT Speed
Number of transmitted packets
Number of received packets
2
Each 24 hours has 96 periods of 15 minutes. The “current” performance result contains
the results so far in the current 15 minutes period or if applicable in the current day / 24
hour period.
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Level 3 testing is applicable to FTTC only and allows the copper line to be tested. See
Appendix 2 for details of these test results. Level 3 tests require the end user‟s modem to
be in a specific state for the different tests and is dependent on end user co-operation.
10.3.1 Test Line for NGA (TLN) for FTTC services
Order Type TLN (Test Line for NGA) on the Unified Gateway will allow Operators get
detailed information on the copper line to assist in NGA FTTC Fault Handling.
TLN FTTC Steps
Step (i)
Select TLN-Test Line for NGA
Step (ii)
Select the test type (SELT, DELT or MELT) and ensure that the customer
modem is in the required configuration for the test
Step (iii)
The Operator will be advised in the text description as to the correct status
the modem should be in for the different test type.
For SELT test the line will have to be disconnected from the Modem.
For DELT tests the modem will have to be connected and powered up.
For MELT the modem should be at least powered off and preferably
disconnected.
Step (iv)
Selection of the test type will be regarded as confirmation that the modem
is in the correct status
Step (v)
Enter the CLI / CRN of the line to be queried
Step (vi)
Submit Order TLN
Step (vii) SELT / DELT / MELT tests results provided as appropriate
It should be noted that some of these tests are customer/service affecting.
10.3.1.1 SELT (Single End Line Test) Tests for FTTC services
SELT (Single End Line Test) is performed by the Line Card in a DSLAM and the
test is based on a Frequency Domain Reflectometry (FDR) test (Pulse – Echo
response test). As the distance travelled (pulse + echo) is twice the loop
length, the loop limit of a SELT is in the region of 3 to 4 Kilometres.
If a modem is connected at the customer end, the modem should be powered
off. Otherwise the test result will be inaccurate because the signal sent to line
by the customer end modem seriously impacts the test signal.
SELT enables estimated measurements of Upstream
Bandwidth, (Signal to) Noise Margin and line length.
and
Downstream
SELT testing can take up to 2-3 minutes
Figure 9 SELT
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10.3.1.2 DELT (Dual End Line Test) Tests for FTTC services
DELT (Dual-Ended Line Test) is a technology for testing the twisted pair
transmission line and the DSL physical layer using both the DSLAM and CPE
DSL transceiver.
DELT results come from interaction between DSLAM and the customer modem
and therefore have more features and are more accurate than SELT results.
DELT enables the measurement of the Upstream and the Downstream
attenuation, (signal to) noise margin, maximum bandwidth and transmit
power.
DELT is applicable to both standalone and POTS based FTTC
DELT testing can take up to 2-3 minutes
Figure 10 DELT
10.3.1.3 MELT (Metallic Line Test) Tests for FTTC services
A MELT (Metallic Line Test) is basically the same as the existing TLC test (Test
Line Characteristics for POTS) with the test head located on the DSLAM Line
Card.
MELT enables the measurement of AC voltages, DC voltages, insulation
resistance and capacitance on a copper line.
Using MELT, technicians can trace and isolate faults on a copper line.
The customer modem should be powered-off and preferably disconnected from
the line to obtain a valid result.
MELT is only applicable to standalone FTTC. However for POTS based NGA, the
MELT test will run a similar test (TLC) of the copper from the exchange.
MELT testing can take 20-30 seconds
10.3.2 Test Line History for NGA (TLH) for FTTC services
An additional History Order Type TLH (Line Test History for NGA) is available on the Unified
Gateway.
This Order Type will return SELT/ DELT/ MELT line test histories as specified by
the Operator.
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10.4 Level 4 Testing – Port Reset (RN) of ONT / VDSL Port
A new order type RN (Reset NGA) is available as part of the NGA Fault handling menu. This
order type is for single lines only.
An RN Order will result in the resetting of:
The VDSL port on the DSLAM for FTTC services
The ONT port for FTTH services
The CLI/CRN number of the line must be submitted.
The line will be validated as being FTTH or FTTC, no other type will be allowed.
RN Steps
Step (i)
Select RN-Reset NGA Line
Step (ii)
Enter CLI / CRN
Step (iii)
Submit Order
Step (iv)
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A Rejection, Accept, Completion or Undeliverable Notification response will
be provided to the Order. Completion Notification confirms that the port
has been reset
51
Section 11
Fault Reporting and Fault Repair
11.1 Introduction
This section covers the following main Level 2 fault management processes. Level 1 Fault
Management refers to the Operator‟s fault management process which must include fault
diagnosis from Section 10 , which proves the fault out of the Operator‟s own network and
into eircom‟s network, prior to raising a fault to eircom Wholesale.
Fault
Reporting
Fault
Isolation
Fault
Repair
Final Test/
Closure
It describes the post provisioning process for dealing with operational issues
relating to in-service NGA VUA and Bitstream Plus service. These items include
fault reporting, fault handling and fault resolution procedures for the NGA VUA and
Bitstream Plus product.
It details areas of demarcation for the determination of responsibility and initiation
of correct fault diagnosis.
It outlines the definitions used and the fault management information, which needs
to be passed by Operators/eircom Wholesale to isolate, resolve and close
incidents/faults.
It also details the high level process to be followed in reporting and monitoring the
progress of a fault.
It sets out specific information required and forms to be used when reporting a
fault to another operator.
Escalation procedures to be added in a later draft.
This section does not contain an exhaustive list of all possible scenarios/contingencies in
the fault management process
For the purposes of this Industry Process Manual faults/incidents relate to the NGA VUA
and Bitstream Plus product. Faults/incidents relating to services, which operate over the
NGA VUA and Bitstream Plus product, are deemed to be the responsibility of the relevant
Operator and outside the scope.
General inquiries/queries from end users, for which Operators are responsible for
resolving, are excluded from the Industry Process Manual.
The following topics are covered:
Principles of NGA Fault Management
Objectives of the Fault Management Process
Fault Management Definitions
o
Incident
o
Fault
o
Repair
o
Incident/Fault notification
o
Trouble ticket
o
Tier 1 Fault Analysis
o
Tier 2 Fault Analysis
o
NGA VUA and Bitstream Plus service and Fault Management Demarcation
Points
o
Fault Handling Tools available on the UG
o
Fault Management Contacts (later edition)
o
Level 2 Fault Management processes
o
Escalation Guidelines (later edition)
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Figure 11 Fault Management Flow
53
11.2 Principles of NGA Fault Management
It is a fundamental principle that an Operator must prove any fault out of its own network
before reporting the fault to eircom Wholesale. All network outages are notified to
Operators via the Alert screen on UG and Operators are also required to ensure that faults
on individual end user lines are not raised before correlating against known network faults.
An Operator‟s agent/reseller must not report a fault directly to eircom Wholesale. eircom
Wholesale will not accept a fault report directly from an end user.
There is a requirement on the Operator to complete the fault diagnosis in Section 10 and
to complete the industry agreed common set of Tier 1 and Tier 2 Questions (to be agreed
with Industry) to aid fault diagnosis.
In the case of POTS based NGA service, when an end user reports a fault to an Operator,
the Operator must firstly verify with the end user that their normal PSTN service is
available. If it is discovered that their PSTN service is not working the Operator should
direct their customer to their PSTN/SB-WLR Operator. For standalone NGA service, a fault
can be reported once the Tier 1 and Tier 2 Diagnosis and Questions have been completed.
eircom Wholesale may speak directly to the Operator‟s end user during the Fault
Management Process if the end user‟s co-operation is needed as part of the repair.
The end user must leave their modem and device switched on until instructed when they
are reporting a fault, to enable the Operator/eircom Wholesale to remotely test the line
during the Fault Management Process.
11.3 Objectives of the Fault Management Process
To outline and gather the mandatory information required to log an incident/fault
To accept a correctly detailed incident/fault from an Operator (See Appendix 7
Fault logging form)
–
To facilitate the isolation, resolution and closure of Operator reported incident/fault
To make available to an Operator the status of a incident/fault
11.4 Fault Management Definitions
11.4.1 General enquiry/query
A general enquiry/query is an interaction between an end user and the Operator, which
does not concern a loss or degradation of their NGA VUA and Bitstream Plus service
11.4.2 Incident
An incident is an event, which occurs within the Operator‟s/eircom Wholesale‟s Network
that may cause a loss of service to end users.
11.4.3 Fault
A fault is a problem that affects/prohibits an end user‟s service, either service threatening
(deteriorating or degraded service) or loss of service (completely dead).
11.4.4 Dead on Arrival
Dead on Arrival (DOA) are instances where eircom advised an OAO that the requested
service was provisioned when, in reality, the service was never provisioned correctly in the
first instance. For the avoidance of doubt this excludes all provisioning work carried out by
an Operator.
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11.4.5 Early Life Faults
An Early Life Fault (ELF) is a fault which is reported in the 28 day period following the
provisioning and is localised and cleared to the eircom network elements impacted by the
provisioning process. This will include faults relating to Dead on Arrival.
11.4.6 Repeat Faults
Repeat Faults are faults which are not the result of a separate network failure, occurring
within 28 days of the original fault being cleared. A Repeat Fault is defined as 2 or more
related faults with similar “symptoms” on the same line that have been reported within a
28-day period.
11.4.7 Degraded Line Faults
Degraded line faults include two categories of degraded lines:
Reduced line speed: The line no longer supports the required line speed
Unstable Line: The supported line speed is unchanged but the line is losing
synchronisation or has high errors
11.4.8 Repair
This refers to the actual process of isolating, resolving and closing the NGA VUA and
Bitstream Plus service fault.
11.4.9 Incident/Fault Notification
The methods and processes by which an Operator / eircom Wholesale can report a fault or
incident:
UG Fault Reporting
Email only if UG unavailable. Email to [email protected]
Incident/fault notification categories:
Customer service affecting
Non customer service affecting
Incident/fault notification types:
End User to Operator
Operator to eircom Wholesale
eircom Wholesale to Operator
11.4.10 Trouble Ticket
A trouble ticket is the mechanism by which all NGA faults will be recorded by the Operator.
(See Appendix 7 – Fault logging form for use if the UG is not available)
11.4.11 Tier 1 Fault Analysis
Tier 1 tests / questions are the primary diagnosis that the Operator must conduct with the
end user. These should be carried out while the end user is on the phone reporting the
fault. A sample list is available in section 11.13 this list of questions is neither exclusive
nor exhaustive.
Operators follow the industry agreed script (see Tier 1 and Tier 2 – Structured questions,
see section 11.13 and perform tests / questions to screen out Tier 1 faults.3
3
Tier 1 diagnosis should not be limited to the Industry agreed scripts and tests. It should include
gathering end user details, CPE details and all symptom fault details. There may be different levels of
analysis within this tier, but the analysis must be sufficient to allow further analysis by Tier 2.
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11.4.12 Tier 2 Fault Analysis
Tier 2 tests / questions are the secondary diagnosis that the Operator technical help desk
conducts. These tend to be more specialised faults then those which can be solved by Tier
1 queries.
Operators follow the more detailed industry agreed script/structured questions (see Tier 1
and Tier 2 questions in section 11.13), using appropriately skilled personnel and performs
tests to screen out Tier 2 faults.4
11.4.13 Level 1 Fault Management
Level 1 Fault Management is the Operator‟s fault management process which includes fault
diagnosis in Section 10 together with Tier 1 and Tier 2 Fault Analysis. Level 1 Fault
Management proves a fault into the eircom network.
11.4.14 Level 2 Fault Management
Level 2 Fault Management is the fault reporting, screening, repair and fault closure
process.
11.4.15 NGA and Fault Management Demarcation Points
This defines the physical elements of the NGA VUA and Bitstream Plus service and defines
the respective parties‟ ownership and responsibilities.
11.4.16 Incident and Fault Management Contacts
These are defined points of contacts within eircom Wholesale and the respective Operator
organisation.
11.4.17 Escalation Guidelines
Defines method for expediting the resolution of an incident/fault (see 11.11)
11.4.18 Logging an NGA Fault where a PSTN line fault is present.
This process allows NGA faults to be reported where a line fault is present. The line fault in
this case can only impact the NGA VUA and Bitstream Plus service with the voice services
continuing to operate as normal.
11.5 FTTC Physical Demarcation Points and Fault Responsibilities
In order to ensure correct and accurate incident/fault isolation the NGA VUA and Bitstream
Plus service, demarcation points must be detailed.
Physical demarcation points are the points identified as those where responsibility ends for
one operator and begins for the other. These are:
eircom Wholesale FTTC Service termination point is the dual interface NTU/Splitter
(end user premises).
In multi-dwelling units or business premises, the external eircom cable generally
terminates in a distribution box or distribution point, in which case the Operator‟s
end customer is responsible for providing and maintaining wiring between the
eircom distribution box and the end customer‟s master socket / NTU.
eircom Wholesale Service termination point (network side) is the local handoff to
the Operator for VUA and the WEIL handoff point to the Operator for Bitstream
Plus.
4
Tier 2 diagnosis should enable an Operator to state unequivocally that an incident / fault lies outside
of their network.
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Fault Location
Responsibility
End-Customer Level
eircom
Copper NTU
X
Distribution Copper pair (Cabinet to NTU)
X
Operator
Internal wiring beyond NTU.
X
DSL Modem or Home Gateway
X
Other CPE
X
Service Provider Level
DSLAM associated equipment
X
Operator Level
Backhaul from the DSLAM to the Operator
site
X
Operator system
X
Operator service
X
Table 4. FTTC Repair Responsibilities
11.6 FTTH Physical Demarcation Points and Fault Responsibilities
In order to ensure correct and accurate incident/fault isolation the NGA VUA and Bitstream
Plus service demarcation points must be detailed.
Physical demarcation points are the points identified as those where responsibility ends for
one operator and begins for the other. These are:
eircom Wholesale FTTH Service termination point is the Optical Network Terminal
(ONT) in the end user premises.
In multi-dwelling units or business premises, the external eircom fibre cable
generally terminates in a distribution box, in which case the Operator‟s end user is
responsible for providing and maintaining fibre between the eircom distribution box
and the fibre termination unit in the end user‟s premises. eircom Wholesale Service
termination point (network side) is the local handoff to the Operator for VUA and
the WEIL handoff point to the Operator for Bitstream Plus.
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Fault Location
Responsibility
End-Customer Level
eircom
Optical Network Terminating Unit
(ONT)
X
Fibre NTU
X
Fibre Lead from Fibre NTU to ONT
X
Operator
Internal wiring beyond ONT
X
Other CPE
X
Service Provider Level
GPON and associated equipment
X
Operator Level
Backhaul from the OLT
Operator site
to the
X
Operator system
X
Operator service
X
Table 5. FTTH Repair Responsibilities
11.7 NGA Fault Reporting
When an Operator reports a fault, the CLI number is used for POTS based FTTC/FTTH fault
reporting and the CRN is used for Standalone FTTC/FTTH.
11.7.1 End User to Operator
An end user reports a fault to the Operator.
The Operator gathers the end user details and symptoms of the incident/fault as outlined
in the industry agreed script (see Tier 1 and Tier 2 questions).
The Operator proves the fault in/out of their network/service (agreed auditable test results
available). If the fault is within their network/service it will be handled through their
internal processes and resolved. If the fault is proved out of their network/service the fault
can be logged on the UG.
11.7.2 Operator to eircom Wholesale – FTTC
11.7.2.1 Fault Reporting on POTS based FTTC NGA
The fault logging process for POTS based NGA, requires Operators to confirm that a FTTC
line fault only affects the NGA VUA / Bitstream Plus service. For FTTC, the question is as
follows:
“Please confirm with the customer that the voice service is operating normally”.
Selecting “Yes”, allows the NGA fault to be accepted by the UG where a line fault is
present (CLI used).
Selecting “No”, means that the fault must be logged as a line fault. The request
will be rejected by the UG and the Operator should log the fault as a line fault. If
the line is with another Operator, the NGA Operator should instruct the end user to
contact their PSTN/SB-WLR Operator to log a fault.
It is imperative that Operators adhere to this process thereby ensuring faults flow more
efficiently within the eircom fault repair processes.
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Step (i)
The Operator completes Level 1 Fault Management and proves the fault
out of its network and CPE.
Step (ii)
The Operator correlates the fault against network faults or incidents which
eircom Wholesale has raised as an external trouble ticket on UG via the
Outage Alerts Tab (Section 11.7.5 below).
Step (iii)
The Operator then raises an external trouble ticket on UG via the FNC
order type (Fault on NGA FTTC). In the event of UG unavailability the
Operator raises an external Trouble Ticket (see form in Appendix 7 ). The
trouble ticket must contain Fault Symptoms (Section 11.7.2.4) and several
mandatory questions (Section 11.7.2.3) must be answered. A text field for
additional information including supporting test data, should also be
completed. Failure to provide the mandatory information or complete
contact details, will result in the trouble ticket being rejected.
Step (iv)
eircom Wholesale acknowledges receipt of the Trouble Ticket via UG status
updates.
Step (v)
Eircom validates the Trouble Ticket and rejects or accepts the Trouble
Ticket
eircom Wholesale will isolate, resolve and close the fault and notify the originating
Operator.
Please see Appendix 1 for some trouble shooting tips for the fault scenarios listed below.
11.7.2.2 Fault Reporting on Standalone FTTC NGA
The process for standalone NGA fault reporting is the same as for POTS based FTTC NGA
except that there is no requirement to verify that the POTS service is operating normally.
11.7.2.3 Mandatory FNC Questions
1) Was all appropriate CPE plugged in?
2) Was the customer DSL modem switched on during diagnosis?
3) Has the customer the correct CPE for their product?
4) Did the customer try rebooting their CPE?
5) Was a Test Synchronisation carried out?
6) Was DSL Profile Change investigated?
7) Has a fault diagnosis been carried out?
8) Is this a repeat fault?
9) Is it confirmed that the fault is not in the Operator‟s network or CPE?
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11.7.2.4 FNC (FTTC) Fault Symptoms
There are a number of different fault types that can be logged by the Operator to eircom
Wholesale on the UG using the Fault on NGA FTTC (FNC) Order. One fault symptom should
be selected on an FNC fault report. Table 6 below is a sample list of faults.
Code
Description
TSN
TPN
TLN

366
Low Speeds to Customer


368
Intermittent Drops


369
Errors


394
No Synchronisation

397
Fluctuating speeds

400
External Wiring

412
Multicast Unavailable

413
Install fail

414
NTU / eircom internal wiring
up to NTU






Table 6: FTTC NGA Fault Report codes and Mandatory Tests
1) 413: Install Failed – has no sync. DSL has never worked and the DSL light
on the modem is RED. This fault code should be used for Early Life Faults
2) 366: Low Speeds to Customer – there is sync but the actual line speed is
very slow. The DSL light on the modem is GREEN. A TPN (performance
test) is a mandatory test for this fault report code.
3) 368: Intermittent Drops – DSL sync is dropping intermittently. The DSL
service is dropping intermittently and the DSL light on the modem is
flashing.
4) 369: Errors – TPN orders (Test Performance for NGA) shows a high level of
errors with degraded performance. A TPN is a mandatory test for this fault
report code.
5) 394: Loss of Service – No Synchronisation. The DSL service was working
but has lost sync. The DSL Synch light on the modem is generally RED. A
No Synchronisation (394) fault report will be rejected if the Synch Test
shows the status as Active.
6) 397: Fluctuating Speeds – the NGA line speed is varying abnormally.
7) 400: External wiring – the copper pair from the eircom cabinet to the NTU
is either degraded or faulty. A Line test (e.g. SELT or MELT) has been
completed to verify this fault.
8) 412: Multicast Unavailable. Multicast has failed to a single end user but is
available to other end users served from the same cabinet. Multicast has
been provisioned for the end user and the logical connectivity is in place
(BPM&BPE /VAM).
9) 414 NTU / eircom internal wiring up to NTU - The NTU is either faulty or
the internal wiring on the eircom side of the NTU is damaged. Note that
this does not include any wiring on the end-user‟s side of the NTU. The
operator must book an appointment (BA Order) for a customer site visit by
an eircom technician, when using the 414 fault report code.
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11.7.3 Operator to eircom Wholesale – FTTH
11.7.3.1 Fault Reporting on POTS based FTTH NGA
For FTTH lines, POTS and broadband line faults are treated independently and there is no
requirement for the NGA Operator to confirm that POTS service is operating normally. The
CLI number is used for reporting NGA faults.
Step (i)
The Operator completes Level 1 Fault Management and proves the fault
out of its network and CPE.
Step (ii)
The Operator correlates the fault against network faults or incidents which
eircom Wholesale has raised as an external trouble ticket on UG via the
Outage Alerts Tab (Section 11.7.5 below).
Step (iii)
The Operator then raises an external trouble ticket on UG via the FNH
order type (Fault on NGA FTTH). In the event of UG unavailability the
Operator raises an external Trouble Ticket (see Form in Appendix 7 ). The
trouble ticket must contain Fault Symptoms (Section 11.7.3.2.2) and
several mandatory questions (Section 11.7.2.3) must be answered. A text
field for additional information should also be completed. Failure to provide
the mandatory information will result in the trouble ticket being rejected.
Step (iv)
eircom Wholesale acknowledges receipt of the Trouble Ticket via UG status
updates.
Step (v)
Eircom validates the Trouble Ticket and rejects or accepts the Trouble
Ticket
eircom Wholesale will isolate, resolve and close the fault and notify the originating
Operator.
Please see Appendix 6 FTTH Fault Management Trouble Shooting Guide, for some trouble
shooting tips for the fault scenarios listed below.
11.7.3.2 Fault Reporting on Standalone FTTH NGA
The process for standalone NGA fault reporting is the same as for POTS based FTTH NGA
except that the CRN number is used for reporting NGA faults.
11.7.3.2.1 Mandatory FNH Questions
1) Was all appropriate CPE plugged in?
2) Was the customer ONT switched on during diagnosis?
3) Has the customer the correct CPE for their product?
4) Did the customer try rebooting their CPE (Home-gateway) and ONT?
5) Was a Test Synchronisation carried out?
6) Has a fault diagnosis been carried out?
7) Is this a repeat fault?
8) Is it confirmed that the fault is not in the Operator‟s network or CPE?
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11.7.3.2.2 FNH (FTTH) Fault Symptoms
There are a number of different fault types that can be logged by the Operator to eircom
Wholesale on the UG using the Fault on NGA FTTH (FNH) Order. A maximum of five fault
symptoms can be selected on an FNH fault report. Table 7 below is a sample list of faults.
Code
Description
413
Install fail
366
368
Intermittent Drops
369
Errors
378
Power Light Off
379
PON Light Off
380
PON Light Flashing
381
Loss of Signal (LOS) Light On Permanently
382
Loss of Signal (LOS) Light Flashing
386
ONT not responding
407
Fibre Wall Outlet
412
Multicast Unavailable
Table 7. FTTH NGA Fault Report Codes
1) 413: Install Failed – the service has never worked. This fault code should
be used for Early Life Faults
2) 378: Power Light Off – the ONT is not powered up.
3) 379: PON Light Off - Loss of Optical Signal in ONT
4) 380: PON Light Flashing – ONT has an optical signal but has not
synchronised to the OLT
5) 381: Loss of Signal (LOS) light on permanently (RED) – the optical signal
has been lost
6) 382: Loss of Signal (LOS) light flashing (RED) on ONT - the optical power
is too low or the OLT detects that the device is a rogue ONT.
7) 386: ONT not responding – Power connected to ONT and switched on but
not responding.
8) 407: Fibre Wall Outlet – the eircom supplied internal fibre or the fibre wall
socket has been visibly damaged.
9) 412: Multicast Unavailable. Multicast has failed to a single end user but is
available to other end users served from the same cabinet. Multicast has
been provisioned for the end user and the logical connectivity is in place
(BPM&BPE /VAM).
11.7.4 Fault Validation Hours
Fault reports can be raised 24/7 via the UG. Fault reports (FNC/FNH) affecting single end
users will be validated Monday to Friday from 0900hrs to 1730hrs, excluding public
holidays. Individual end user faults reported outside of these hours will be stored for
validation and resolution until the start of the next working day.
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11.7.5 eircom Wholesale to Operators
11.7.5.1 Unplanned Outages
eircom Wholesale raises an external trouble ticket on UG via the Outage Alerts Tab to
notify relevant Operators of a major fault or incident.
In the event of Unified Gateway unavailability, eircom Wholesale notifies the Operator of
the fault details electronically by email.
The outage alert will be regularly updated by eircom Wholesale until resolution of the fault
where clear details will be provided. An historic record of the Outage will be stored on the
UG for 3 months after the fault has been cleared.
11.7.5.2 Planned Maintenance Outages
It is recognised that planned maintenance work is a regular and normal occurrence, and
that this section refers only to planned maintenance work which directly affects NGA
Service. However planned maintenance outages on WEIL circuits are proper to the WEIL
Industry Process Manual5 and are not covered by this document.
An Operator will be notified of any planned maintenance work which may result in the
temporary interruption of any of the NGA Bitstream Plus or VUA Services.
The notification for planned works shall be made to an Operator by e-mail using the
“Notification of Outage” form (see Appendix 8 ). eircom will issue a reference number for
all planned works.
Maintenance outages are planned and notified well in advance and are performed, under
normal situations, within Preferred Hours as described below.
Preferred Hours: 00:01 – 06:00
When these hours are not practicable and for certain categories of planned work e.g. for
urgent fault investigations, relaxation of the preferred hours and notification period may
apply. This shall be decided on a per case basis.
The minimum advance notification for service outages due to normal Planned Maintenance
is 5 working days, although eircom will endeavour to provide 10 working days notice of
normal planned maintenance outages.
Having been notified of planned maintenance an Operator must review and respond to the
proposal within 3 working days of receipt.
On completion of the Planned Maintenance work eircom will notify an Operator that the
work was completed as planned within 1 working day of the planned completion time, by
emailing the completed Notification of Outage form.
11.7.6 Fault Reporting – Core
All Core faults should be logged by an Operator via the Unified Gateway (UG) with
reference to the UG fault reporting process for NGN Core Faults and the WEIL Industry
Process Manual, the latest version of which is available at www.eircomwholesale.ie.
Core NGA faults can be reported on UG using the FDC order (Fault on Data Circuit) against
the operator‟s circuit ID number for its Bitstream Plus Unicast, Bitstream Plus Multicast,
Bitstream Plus Exchange, VUA Access or VUA Multicast connection as appropriate.
5
The latest version is available at www.eircomwholelsale.ie
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Cabinet faults should be reported against the unicast logical circuit number (BPU/VAU) for
the associated exchange. Network faults outside of office hours may in addition be notified
by email to the [email protected]
The status of a fault can be tracked throughout its lifecycle via the UG web GUI by an
Operator. Only those faults relating to an Operator will be visible to them .
The FDC Order is for core faults and is not valid for individual end user faults.
Figure 12 UG Screenshot for Reporting Fault on Multicast
11.7.7 Peer to Peer Communication for Critical Faults
In general all faults should be reported via the UG. However for critical core network faults
which affect at least an entire exchange area, the Operator‟s network operations centre
(NOC) may in addition contact the eircom SMC (Service Management Centre) directly. For
example an eircom fault impacting an operator‟s multicast injection point would be a
critical fault but a fault on a single cabinet would not be.
11.8 Repairs
If a fault that has been raised is found not to be in the eircom network, then eircom‟s
standard terms and conditions regarding recovery of costs for reported faults found not to
be in its network shall apply.
11.8.1 Booking of Repair Appointments through the UG
For certain fault scenarios, Operators will be able to book a fault appointment on-line
through UG for a site visit from an eircom technician.
This will occur for example, when an eircom field technician has already attended to this
logged fault and has set the fault to Pending Clear with a clear code of 003, site visit
required. Operators will be informed that a site visit is required through the existing
process of UG alerting the operator with this notification. When the Operator receives this
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notification they can then log an appointment on UG for the site visit using the Book
Appointment BA order. UG will create an appointment for the fault by the Operator
selecting the appointment slot from the following options.
-
Earliest Appointment Date
Earliest Appointment Date on/after Specific Date
Appointment Date on a Specified Date
And for each of the above; time slot of AM/PM
Operators will also be able to reschedule, without charge, the fault appointment up to close
of business on the working day prior to the appointment.
11.8.2
Repair Appointments
If a fault is submitted to eircom Wholesale, that is proved to be isolated to the eircom
network and a visit to the Operator‟s end user premises is required to resolve this fault,
eircom Wholesale will notify the Operator that an appointment is required by updating the
Trouble Ticket on the UG to Appointment Required. The trouble ticket will be parked while
the Operator schedules the Appointment with their end user. Once the Appointment has
been scheduled and the Operator has confirmed to eircom Wholesale that the site visit can
proceed, eircom Wholesale will keep the Operator updated on the status of the fault via the
UG and they will receive clear details once the fault has been resolved.
11.8.3
Visits to End User Premises for NGA Repair.
This manual process allows Operators to request site visits. It is envisaged that faults such
as “no-sync” may require a site visit to resolve the issue. In cases where a site visit is
deemed necessary by an Operator a charge will apply where the fault is proven to be
outside the eircom network/service.
The fault process contains a question which requires the Operator to confirm that they
accept the charge in such cases. The question will be as follows:
“For on-site appointments at the Operator end customer premises please confirm
that the Operator accepts any charges incurred by eircom where the fault is proven
outside of the eircom network/service”.
Selecting “Yes”, means the Operator can book an appointment for a site visit and
accepts the charges as outlined above.
Selecting “No”, will mean that no site visit will be initiated.
11.8.4
Additional NGA Fault Handling Process – Repeat Faults
Faults that have been cleared as 002 (no fault found)6 will have been checked by eircom; if
the Operator wishes to log a repeat fault on the same line within 28 days, then the
Operator must request a customer site visit. If the Operator wishes to log a repeat fault on
a line that has been cleared as 003 (no entry obtained), within 28 days, then the Operator
must request a customer site visit.
The customer site visit will operate per the rules as outlined in Section 11.8.3 (Visits to
End User Premises for NGA Repair) above.
11.8.5 NGA Faults Tracking
Operators can track the progress of all faults that have been submitted to eircom
wholesale via the UG. Faults can be searched by reference number, date logged, status
date and current status.
6
A full list of fault clear codes is available at eircomwholesale.ie
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Status Description
Explanation
1
Recorded
Logged on the Unified Gateway, but not yet validated.
2
Reported
Fault has been accepted on eircom's Assurance System
3
Assigned to WTMC
The Trouble Ticket is assigned to the WTMC .
4
Assigned to Crew
5
Dispatched To Crew
The Trouble Ticket is assigned to a repair crew for the area.
The assigned Crew has taken ownership of the Trouble
Ticket.
6
Appointment Required
A customer appointment has been requested.
7
Appointment
A customer appointment has been booked.
8
Parked
9
Pending Clear
10
Clear - Temporary
11
Clear - Permanent
Work on the Trouble Ticket has been suspended
The Trouble Ticket is awaiting Operator confirmation of
resolution.
The issue has been temporarily cleared - the Trouble Ticket
is closed
The issue has been permanently cleared - the Trouble Ticket
is closed
Figure 13 NGA Fault Tracking Status Codes
11.8.6 Change Profile NGA (CPN)
This functionality within the UG provides Operators with the ability to change the NGA
profile using the CPN order.
The CPN is a dependent order so a Query NGA Details (QND) Order will need to be
submitted prior to submitting a CPN. This can be used to confirm the product, profile
code, unique id (CSID) and potential profile codes that the end user currently has.
On the GUI, following successful completion of this QND order, a dependant order option
will appear which enables a new profile to be ordered, Change Profile for Bitstream (CPN).
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Figure 14. UG Screenshot of QND and CPN
11.8.7 Pending Clear
The NGA fault will go to Pending Clear when eircom Wholesale/Networks is satisfied that
the fault is cleared.
The Operator has 10 working hours to review the clear details with the end user and
confirm that the NGA VUA and Bitstream Plus service has been restored.
If the Operator does not contact eircom Wholesale Trouble Management within 10 working
hours, eircom Wholesale will close the Trouble Ticket.
The Trouble Ticket is automatically closed via the UG and the clear details time-stamped to
the actual time that the fault was set to “pending clear”.
If the Operator has performed further testing within the 10 working hour period and
confirmed that the fault is still present, they must request that the fault is re-assigned
directly to Wholesale Trouble Management either by phone or email.
Outside of the 10 hour window, a new Trouble Ticket (FNC/FNH) will be raised on the UG
(with reference to the previously closed trouble ticket).
11.9 OAO NGA Faults Reports
A daily report for previous day is available to each OAO via the on-Line GUI. Only Orders
for NGA Faults that have been submitted via the GUI and by the operator requesting the
report are included. The Operator is able to download a CSV file containing Orders that
have been rejected, made Un-Deliverable or Cancelled during the day that the request is
for, orders that are awaiting validation, awaiting delivery and cancel requested are listed.
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Also included will be those orders that have been delivered or completed, that have not
previously been reported.
Figure 15 Example of OAO Daily Faults Report
Field
Description
Fault Ref. No
Order Number submitted by OAO
Fault Type
Fault Type submitted
Received Date
Date Order was received by UG
Status
External Status of UG Order at the time of Reporting
Status Date
Date of last status change on UG
Clear Codes
Clear codes and suffix
Table 8. OAO Daily Faults Report
11.10 Fault Management Contacts
Fault Management contacts will be re-verified by all Operators and eircom Wholesale on a
regular basis.
This should consist of standard contacts and escalation contacts.
11.10.1 Standard Contacts
All product fault reports can be made via the Unified Gateway. The Service Assurance
Team within the eircom Wholesale Customer Contact Centre (WCCC) provide a fault
reception and end to end fault management facility and act as a single point of contact
throughout this process. The WCCC is open for escalation of Service Assurance issues,
such as Installation Failures, from 8:00 to 18:00 Monday to Friday excluding bank
holidays.
Unified Gateway
Phone number (1800 656 656 Option 1) WCCC Fault Management
Stand alone eircom Wholesale Trouble Management e-mail address
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11.10.2 Escalation Contacts
Office and Mobile phone numbers for the Operators and eircom Wholesale Trouble
Management Level 1 and Level 2 contacts.
E-mail addresses for the Operators and eircom Wholesale Trouble Management
Level 1 and Level 2 contacts.
11.11 Fault Management Escalation Procedures
The escalation of an unresolved NGA fault may occur at two levels.
If the target times for response have elapsed and the fault is not cleared, the
appropriate level 1 escalation contact should be notified and the appropriate action
taken to resolve the fault.
In the event that the fault is still not cleared within a further eight working hours,
and no evidence of progress exists, the level 2 escalation contact should be used to
agree appropriate action to clear the fault.
Escalations for all Products within the SLA must be “accepted” by eircom and vice-versa. If
the relevant previous escalations have not been made, or if the time intervals have not
been observed, the escalation may be rejected by eircom.
Escalation will depend on the priority of the fault.
eircom Wholesale will investigate "pattern" faults outside the realm of normal fault
handling. Initial Fault Reporting should be done via the Bitstream Fault Logging screen on
the UG but in addition, the Operator should contact the eircom Wholesale Trouble
Management Team Leader on duty to draw attention to the fault report.
11.12 Fault Management Timescales
Fault management timescales are as per the Service Level Agreement for the eircom NGA
Service.
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11.13 FTTC Tier 1 and Tier 2 Structured Questions
11.13.1 Tier 1 FTTC Structured questions – SUGGESTIONS - TO BE AGREED
The questions below and answers to be provided on the fault report to Tier 2:
The list below, while neither mutually exclusive nor collectively exhaustive, provides some
typical sample questions asked by Tier 1:
1. Does the end user have a monitored alarm?
2. Is the modem switched off?
3. Has the customer tried rebooting the CPE?
4. Has internal wiring been checked?
5. Has any additional internal wiring been added recently?
6. Is the fault „no synch‟?
7. Does the sync problem persist if the CPE modem is connected directly with the
NTU/Splitter?
8. Is this a repeat fault?
9. If the customer has POTS service, is the service available? YES/NO
10. Is everything plugged in and switched on?
11. Is the fault with a newly provided service or existing service?
12. How long has the fault existed?
13. Have you changed/added/deleted anything?
14. Manufacturer and Model of CPE Modem?
15. Can the Operator see to the ISP?
16. Is Multicast TV service affected?
11.13.2 Tier 2 FTTC structured questions – SUGGESTIONS, TO BE AGREED
1. Has the customer carried out a ping test to the Operator‟s head-end equipment?
(If the ping test fails, paste the results of the test into a trouble ticket)
2. Has a fault diagnosis been carried out?
3. Does the fault diagnosis indicate a Feeder Fibre fault?
4. Does the fault diagnosis indicate a Cabinet/Splitter/DSLAM fault?
5. Does the fault diagnosis indicate a Home Access Connection fault?
6. Does the fault diagnosis indicate that this is a cable/infrastructure fault?
7. Does the fault diagnosis indicate a Distribution Cable fault?
(The SELT/DELT/MELT results from TLN should be pasted to the Trouble Ticket)
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11.14 FTTH Tier 1 and Tier 2 Structured Questions
11.14.1 Tier 1 FTTH Structured Questions – SUGGESTIONS, TO BE AGREED
The questions below and answers to be provided on the fault report to Tier 2:
The list below, while neither mutually exclusive nor collectively exhaustive, provides some
typical sample questions asked by Tier 1:
1. Is the ONT switched off (should be plugged in and switched on)?
2. Is the ONT power LED on (green)?
3. Is the ONT PON LED on (green) and flashing?
4. Has the customer tried rebooting the CPE?
5. Has internal wiring been checked?
6. Is the ONT LOS LED flashing and how often?
7. Is the ONT LAN LED on, blinking or off?
8. Is the LAN LED on the Home gateway on?
9. Does the sync problem persist if the CPE is connected directly to the ONT?
10. Is this a repeat fault?
11. Is everything plugged in and switched on?
12. Is the fault with a newly provided service or existing service?
13. How long has the fault existed?
14. Have you changed/added/deleted anything?
15. Manufacturer and Model of ONT?
16. Can the Operator see to the ISP?
11.14.2 Tier 2 FTTH Structured Questions – SUGGESTIONS, TO BE AGREED
1. Has a fault diagnosis been carried out?
2. Does the fault diagnosis indicate a Feeder Fibre fault?
3. Does the fault diagnosis indicate a Cabinet fault?
4. Does the fault diagnosis indicate a Home Access Connection fault?
5. Does the fault diagnosis indicate that this is a cable/infrastructure fault?
6. Does the fault diagnosis indicate a Distribution Cable fault?
7. Does the fault diagnosis indicate an ONT fault?
8. Does the fault diagnosis indicate a Fibre NTU fault?
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Section 12
Wholesale NGA Billing
Charges associated with BPE, BPM and VAM logical circuits will be included in the
operator‟s Wholesale Ethernet Services bill. This will include rental charges and once-off
activation charges, and will be billed on a monthly basis in advance. The format will align
with the existing bill format.
Multicast activations to individual end users will be billed on a monthly basis in arrears and
appear on an operator‟s Bitstream Plus bill or an operator‟s VUA bill as appropriate.
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Appendix 1
Pre-qualification
Pre-qualification is a process whereby an indication is provided as to the suitability of the
metallic pair to support broadband service at a particular point in time. The Advanced
PreQual File contains the estimated maximum HSI (High Speed Internet /Rate Adaptive)
and the maximum NRA Stable (Non rate adaptive) Profiles that are likely to be supported.
From a Next Generation Access perspective, the appropriate Next Generation Access
(FTTH/FTTC) Services are available on the list of DSL and NGA Services returned on the
QB (Query Bitstream) order, based on their availability as indicated by Prequal.
The pre-qualification of a line is an estimate based on the line length, the capacitance to
earth and the average cable gauge across the entire network. It is a conservative
measurement to ensure stability of service.
It confers no responsibility or liability on eircom, with respect to actual physical capability
of the line at the time of installation.
Pre-qual results will be returned by the UG. The following results may be returned with
the list of products available for the line.
Result
Explanation
Green
The line is suitable for Bitstream /the NGA VUA and Bitstream
Plus products stated in the product list.
Non-Standard (Provide
Contact Details)
This line may be suitable for the NGA VUA and Bitstream Plus
products listed. Technical intervention will be required by
eircom to bring the line up to a standard that can support NGA
VUA and Bitstream Plus services. This may involve a short
outage on the end user‟s PSTN service and a site visit by
eircom.
A provide Order can be placed on UG for a Non-Standard line,
however, the Order will be treated as non-standard, i.e. ability
to provide service on Non-Standard lines will be on a best
endeavour basis.
Line Unknown
The line is not known in the system. Please check your entry
for any errors and enter the correct telephone number.
No test result available DSL exchange enabled.
Please contact WCCC/WCSC or Service Manager.
No test result available Exchange unlaunched.
The exchange for that particular line is not DSL or NGA
enabled, hence no result can be provided regarding the
suitability of that line for DSL or NGA.
Pre-qualification of ISDN lines
eircom ISDN lines can be pre-qualified on UG It is important therefore as a matter of
internal processes that when the Operator is taking an order from a customer, they ask the
customer if the line is a PSTN or an ISDN line.
Pre-qualification via Pre-qual
This functionality allows Operators end users to pre-qualify their telephone numbers from
the Operator‟s own public branded web site.
When the end users enters their telephone number information on the Operator‟s web site
and clicks the submit button, the Operator‟s web-server will, behind the scenes, connect to
the eircom systems to pre-qualify the line, analyse the result and present a result to the
end user advising them of the success/failure of the test. This result will be presented to
the end user on the Operator‟s web site.
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Advanced Pre-qual File Structure
The field structure, Field Type(length) of the Advanced Pre-qual (csv) file is provided in the
list below.
1. ARD_ID:
NUMBER(8)
2. FIBRE_TYPE:
VARCHAR(4)
3. RFO_DATE:
Date
4. NGA_EXCHANGE:
VARCHAR(4)
5. COPPER_EXCHANGE:
VARCHAR(4)
6. CABINET_NUMBER:
VARCHAR(3)
7. MAX_HIGH_SPEED:
VARCHAR(20)
8. MAX_HIGH_STABILITY:
VARCHAR(20)
9. UNIT_NO:
VARCHAR(5)
10. UNIT_NAME:
VARCHAR(35)
11. BUILDING_NO:
VARCHAR(10)
12. BUILDING _NAME:
VARCHAR(35)
13. LOCATION:
VARCHAR(61)
14. POSTAL_DISTRICT:
VARCHAR(60)
15. POST_CODE:
TBD
16. COUNTY:
VARCHAR(20)
17. X_REF:
NUMBER(9,3)
18. Y_REF:
NUMBER(9,3)
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Appendix 2
Guide to Synch Test Results (TSN)
A list of some key terms that need to be understood when using the sync checker (TSN)
tool and synch history (TSH) is given below:
Line Profile: refers to the maximum broadband HSI and NRA Profiles that can be
supported
Current Profile: refers to the end user‟s broadband HSI / NRA subscription Profile.
Initialisation State: refers to the result of the last complete VDSL2 initialization, (no
failure, config error, config details not supported, comm fail, peer ATU, other reason)
Port Status: for VDSL2 this reports the DSL port status as: fault / active test/ deactive
/activating / activated or in loopback. Activiating can mean that no end-user modem is
connected. For FTTH this reports whether the ONT Port is active or deactive.
Current Transmission System: (FTTC) refers to the applicable ITU standard for VDSL2
transmission. (G,993.2 Annex B POTS (VDSL2 over POTS), G993.5 (G. Vector))
Down / Downstream Attenuation: the difference in decibels (dB) in channel 1, between
the power received at the CPE and the power transmitted from the DSLAM. Attenuation is
distance related and is higher at higher frequencies and lower at lower frequencies.
Attenuation is a measure of how much the signal has degraded between the DSLAM and
the end user modem. This can be attributed to internal wiring, bad installation, external
interference, distance from the cabinet etc. The lower the dB, the better for this
measurement.
Up / Upstream Attenuation: the difference in decibels (dB) in channel 0, between the
power received at the DSLAM and the power transmitted from the CPE. Attenuation is
distance related and is higher at higher frequencies and lower at lower frequencies.
Downstream Noise Margin: refers to the difference in strength between the DSL signal
and the background noise on the line. It is a measurement of the difference in dB between
the level of received signal at the CPE and the level of the noise present on the line at the
CPE side. The higher the dB, the better for this measurement. Low noise margin can be
caused by: missing, defective or incorrectly connected splitters/filters or faulty telephone
equipment in the premises, a defective modem, noise caused by outside sources such as
cheap halogen lamps and stereo equipment, problems with the telephone company's
equipment etc. If the noise on the line is too high, the modem may lose sync.
Upstream Noise Margin: this is the difference in dB between the level of received signal
at the DSLAM and the level of the noise present on the line at the Network side.
Upstream and Downstream Noise Margins should be greater than 6dB; the higher this
figure is, the better the Noise Margin. For Stable Profiles (non-rate adaptive) the normal
noise margin should be slightly higher to allow for variations in noise levels.
Max Downstream Attainable Data Rate: the maximum current downstream bitrate
capability of the DSL line that is calculated by the end-user‟s modem, based on the current
line conditions. This is indicative and is not a guarantee that the line will actually support
the maximum speed indicated.
Max Upstream Attainable Data Rate: the maximum current upstream bitrate capability
of the DSL line that is calculated by the DSLAM based on the current line conditions. This is
indicative and is not a guarantee that the line will actually support the maximum speed
indicated.
Actual Downstream Bitrate: this is the downstream bitrate at which the end user
modem and DSLAM are actually synchronised. This is the current sync bitrate if the
modem is "in sync", or the bitrate at the last time of synch.
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Previous Downstream Bitrate: this is the downstream bitrate at which the end user
modem and DSLAM synchronized before the current synchronisation.
Downstream Delay: this is delay in milliseconds in the downstream direction. It is usually
configured for a max deadly of 8ms.
Actual Upstream Bitrate: this is the upstream bitrate at which the end user modem and
DSLAM are actually synchronised. This is the current sync bitrate if the modem is "in
sync", or the bitrate at the last time of synch.
Previous Upstream Bitrate: this is the upstream bitrate at which the end user modem
and DSLAM synchronized before the current synchronisation.
Upstream Delay: this is delay in milliseconds in the upstream direction. It is usually
configured for a max delay of 8ms.
Actual and Previous Bitrates should be compared during fault diagnosis
Last Synchronisation Time: last time that the DSL modem (FTTC) synchronised
Last loss of Synch Time: last time that the DSL modem (FTTC) lost synchronisation
Downstream INP of channel 1, Unit dmt (FTTC): refers to the ability to deal with noise in
the downstream direction.
Upstream INP of channel 1, Unit dmt (FTTC): refers to the number of upstream symbols
with impulse noise protection. The port profile is typically configured for a minimum of 2
symbols.
The INP is an indication of the number of symbols with impulse noise protection for which
errors can be completely corrected by the Retransmission function, regardless of the
number of errors within the errored DMT symbols. INP is typically configured in the DSLAM
for a minimum of 2 symbols.
Duration of Present Showtime: this is the time in seconds that the line has currently
been synchronized for.
The Synchronisation Time and Duration of Present Showtime results should be viewed to
see if the VDSL line is up and sychronised or whether there is a problem with the
connection. This should be checked for consistency with any fault reported by an end-user.
ONT Run Status (FTTH): refers to whether the ONT Port is normal (active and up) active,
activating or deactive
ONT Admin Status (FTTH): refers to whether the ONT activation status is Up or Down
Rx Power (FTTH): the Receive optical power level in hundredths of a dBm. Note that the
receive power level is less than 0dBm and thus a lower negative value is a higher value.
e.g. -1497 (-14.97dBm) is a stronger optical receive power than -2500 (-25dBm).
Tx Power (FTTH): the Transmit optical power level in hundredths of a dBm. This is
normally a positive value of 200 to 500.
Last Up Time (FTTH): The last time that the ONT was up
Last Down Time (FTTH): The time that the ONT last went out of service.
Last Down Cause (FTTH): refers to the reason the ONT last went out of service. Loss of
optical signal (LOSI), loss of frame (LOFI), loss of signal upstream BER (SFI), Loss of ONT
Acknowledgement (LOAI), Loss of ONT Acknowledgement Multiple (LOAMI), ONT
Deactivated (DACT), Reset, Authorisation fail (Author fail), Dying Gasp (ONT to the OLT
has lost electrical power) etc.
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Some Synch tests parameters to check during fault diagnosis:
Previous US and DS rates – check for change
Last Resynch time – check when the line last resynchronised
Duration of Showtime (s) – a long show time is an indication of a working service
Actual INP and Delay – indication of external impulse noise. INP is set to INP min
=2 and delay max = 8. If INP is greater than 2, then it indicates that the
equipment is dealing with a high level of line noise. If the delay is less than 8
then that indicates that the line has low noise levels.
06/09/13
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Appendix 3
Guide to Performance Tests (TPN)
A list of some key terms that need to be understood when using the performance checker
(TPN) tool is given below.
FTTC
Corrected Blocks: The number of data blocks which had errors corrected in the period
(blocks are corrected and therefore are not seen by end-user)
Uncorrected Blocks: The number of data blocks which had errors not corrected in the
period
Errored seconds: Number of seconds containing at least one error.
Severely errored seconds:
(typically 10-3)
Number of seconds with errors above a certain threshold
CRC errors : Errors in Cyclic Redundancy Check Checksum in digital bitstream
Number of initialisations (Synchronisation): Number of resynchs that the VDSL
modem has completed with the network DSLAM.
Number of initialisation failures: Number of Synchronisation attempts where the
modem failed to come into showtime at the first attempt
The Performance results are provided for the current 15 minute period, the previous 15
minute period, the current 24 hours and the previous 24 hours. The Initialisation Coiunters
are the most important counters to check when reviewing performance.
06/09/13
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Appendix 4
Guide for FTTC Line Test (TLN) Results
A substantial amount of test data is available to Operators to assist in FTTC fault diagnosis.
This appendix provides additional information on the SELT, DELT and MELT line test
parameters.
Parameter
Prompt
Description
LENGTH
Estimated Line Length
Indicates the length of the line
(metres).
TERMINATION
Line Termination
open / short
Table 9 SELT Test Results
Parameter
Prompt
USTR_LNE_ATN
Upstream Line Attenuation,
US Bands 0,1,2,3.
USTR_SNR_ATN
Upstream Signal to Noise
Margin US Bands 0,1,2,3
USTR_MAX_BW
DSTR_LNE_ATN
Upstream Attainable Data
Rate bits/s.
Downstream Line
Attenuation, DS Bands 1,2,3
DSTR_SNR_ATN
Downstream Signal to Noise
DS Margin DS Bands 1,2,3.
DSTR_MAX_BW
Downstream Attainable Data
Rate bits/s.
UPACTATP
DOWNACTATP
Upstream Transmit Power.
Downstream Transmit Power
Description
Indicates the upstream line
attenuation. Unit: dB. Value given
per frequency band (band 3 is not
used)
Indicates the upstream SNR
margin. Unit: dB. Value given per
frequency band (band 3 is not
used)
Indicates the upstream attainable
rate. Unit: bit/s.
Indicates the downstream line
attenuation. Unit: dB. Value given
per frequency band
Indicates the downstream SNR
margin. Unit: dB. Value given per
frequency band
Indicates the downstream
attainable rate. Unit: bit/s.
Indicates the upstream transmit
power. Unit: dBm.
Indicates the downstream transmit
power. Unit: dBm.
Table 10 DELT Test Results
06/09/13
79
Parameter
Prompt
Description
ACV_A_GND
A Leg to Earth - AC
Voltage
Wire A-ground AC voltage (unit: V)
ACV_B_GND
B Leg to Earth - AC
Voltage
Wire B-ground AC voltage (unit: V)
ACV_A_B
A Leg to B Leg - AC
Voltage
Wire A-wire B AC voltage (unit: V)
DCV_A_GND
A Leg to Earth - DC
Voltage
Wire A-ground DC voltage (unit: V)
DCV_B_GND
B Leg to Earth - DC
Voltage
Wire B-ground DC voltage (unit: V)
DCV_A_B
A Leg to B Leg - DC
Voltage
Wire A-wire B DC voltage (unit: V)
INS_A_GND
A Leg to Earth –
insulation resistance
Wire A-ground insulation resistance
(unit: ohm)
INS_B_GND
B Leg to Earth –
Wire B-ground insulation resistance
(unit: ohm)
INS_A_B
A Leg to B Leg –
Wire A-wire B insulation resistance
(unit: ohm)
Wire B-wire A insulation resistance
(unit: ohm)
CAP_A_GND
Leg B to A Leg –
A Leg to Earth –
capacitance
CAP_B_GND
B Leg to Earth –
capacitance
Wire B-ground capacitance (unit: μF)
CAP_A_B
A Leg to B Leg –
capacitance
Wire A-wire B capacitance (unit: μF)
LINE_LGTH
Line length (unit: m)
Line length (unit: m)
TERM_TYPE
Terminal type
Terminal type
LPRES_A_B
A-wire B loop resistance
Wire A-wire B loop resistance
MELT_CON
MELT conclusion ID
MELT conclusion ID
INS_B_A
Wire A-ground capacitance (unit: μF)
Table 11 MELT Test Results
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Line Test Parameter
Normal minimum standard
A-Earth
>1MΩ
B-Earth
>1MΩ
A-B
>250kΩ
B-Neg
>1MΩ
B-Neg
>1MΩ
AC Voltage
<1.5V
DC Voltage
< 1.5V
Balance (Capacitance)
>85%
Table 12 MELT test levels
06/09/13
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Appendix 5
FTTC Fault Management Trouble Shooting Guide
FTTC Trouble Shooting Guide - First point of Contact with End Customer
Version 2.0 - Tony Cusack
No
Operator Centre Rep receives Customer
Call - Capture/Verify Relevant Data Contact Number, Fault History etc.
End User Contacts
Operator
Fault previosly
logged with eircom?
Yes
Does Customer
have PSTN?
Is Voice
Service ok?
Yes
No
Operators Fault Reception
Can Fault
be
resolved?
Line Test and
analyse Issue
Yes
No
Run Synch Test
for NGA (TSN)
Agent books an
Appointment
Yes
Scheduled
Outage?
Is Modem
powered up?
Was Fault
cleared 003/002?
Yes
No
Agent asks Customer to
check Lights on Modem
No
End of Process
Logs/Sends Fault
Report to eircom
Yes
Yes
Does Parent
Fault exist?
Is the Modem
connected to
NTU?
Yes
Is the Modem
connected to
DSL socket?
Yes
Ask Customer to Power
Cycle /reset the Modem
Yes
No
Log PSTN
Fault
Can Fault
be
resolved?
No
No
Customer has
same issue?
Yes
Yes
Is Fault
repeating in
2 Weeks?
No
No
Is Fault
Pending Clear?
No
No
Customert Report part
of an eircom Network
Outage?
Yes
Operators Fault Reception
Note: The attached
Process excludes
Operator CPE
Analysis and
Multicast
Yes
Agent checks
PRE Qual
Status on the
Line
Yes
End of Process
No
No
No
Inform Customer
of projected
restoration if
known
Log Fault with
eircom - capture
Notes re Outage
Agent drops
Speed Profile
Do Not Log Inform
Customer of
projected
restoration
Ask Customer to connect
Modem to NTU DSL Socket
Yes
Speed Profile
drop required?
Agent runs Query NGA
Details on UG (QND)
End of Process
Agent checks Synch
History for NGA (TSH)
Is
Appointment
Required?
No
Issue
Resolved?
No
Agent restores
Speed Profile
Agent runs
Performance Test
Can Fault be
resolved?
Yes
Yes
No
No
Yes
End of Process
eircom
Network issue
identified?
Agent runs SELT/
DELT/MELT Test
06/09/13
Issue Resolved?
Yes
FTTC Trouble Shooting Guide - First point of Contact with End Customer
82
Agent request
an Appointment
No
No
Agent resets
NGA Port (RN)
Agent logs
Fault in UG
Yes
Figure 16 Operator use of FTTC tests prior to submitting a Fault
End of Process
1.
NGA VUA and Bitstream Plus Fault Management Trouble Shooting Guide
Query fault with end user
Disconnect internal wiring
Synch Check
Synch History
Performance test
Line test
Is speed being achieved according to profile?
Is profile suitable for line length?
Have you other VDSL customers on the same street?
o
If only one customer is affected then the fault is most likely to be in the
house
Check modem type, some modems under-perform others
1.1
Customer Reports Complete Loss of Service (No Sync)
o
Check lights on modem
o
Check if customer has PBX – if yes, then ask it they have had technician on site for
installation?
o
Has customer a monitored alarm? If yes and the alarm was fitted before the VDSL
was provisioned then you should advise customer to get alarm provider back on
site or alternatively arrange dispatch of tech to site. If the alarm has not been
installed before VDSL was provisioned then it shouldn’t interfere with service
o
Check Pre-qual status on line – is the result Green or Amber
o
Check for sync: Ask customer to reset modem and then check lights on modem.
Run sync check test (TSN) using the TSN order on the UG and check Last Synch
time and Last Loss of Synch time. Run Synch History (TSH) and compare results
o
If still no sync, ask customer to connect modem directly into the NTU (main phone
socket) in the house, disconnect all devices from phone line (phones, faxes, SKY)
and power cycle again
o
Use the Change Profile for NGA (CPN) order type to change the profile to the
lowest bitrate and wait until change is successful
o
If still no sync then restore the customer to their previous profile using CPN
o
Run Line Test (TLN) to test copper line for fault and compare with Line Test History
(TLH). Identify potential fault and log fault on the UG
1.2
VDSL Intermittent Drop (Degraded Service)
o
o
Check if customer has PBX – if yes then they should have technician on site for
installation?
o
was provisioned, then the Operator should advise customer to get alarm provider
back on site or dispatch their own technician to site. If the alarm has not been
installed before VDSL was provisioned then it shouldn’t interfere with service
o
Check Pre-qual status on line.
o
Check for sync. Ask customer to reset modem and then check lights on modem.
Run sync check test (TSN) on UG and check Last Synch time and Last Loss of
Synch time.
o
If the Attainable Rates on the sync checker are lower than the actual sync rate the
customer is achieving, check the Synch history (TSH). If this has not changed,
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then you should drop the profile using the CPN (Change Profile Bitstream) order
type.
o
If issue still persists then ask customer to connect modem directly into main phone
socket in the house, disconnect all devices from phone line (phones, faxes, SKY)
and power cycle again.
o
If sync is still dropping and there is a big discrepancy between the pre-qual rates
and actual synch rates on the line then the log fault on the UG attaching
information on frequency of drops.
1.3
VDSL Install Failed (service has never worked)
o
o
Check if customer has PBX – if yes then they should have technician on site for
installation?
o
was provisioned then the Operator should advise the customer to get alarm
provider back on site or dispatch tech to site. If the alarm has not been installed
before VDSL was provisioned then it shouldn’t interfere with service
o
Check for sync. Ask customer to reset modem and then check lights on modem.
Run sync check test (TSN) on UG and check Last Synch time, attenuation and
noise margin.
o
If still no sync, ask customer to connect modem directly into the NTU in the house,
disconnect all devices from phone line (phones, faxes, SKY) and power cycle again
o
Check (TPN) for evidence of poor performance (loss of link, initialisation failures,
error stats)
o
Run Line Test (TLN) SELT and DELT to check copper line for both upstream and
downstream performance.
o
If still no sync then log fault on the UG
1.4
Slow Response
o
o
Check Pre-qual status on line.
o
Run Sync Check (TSN) on the UG. If Sync is showing low attainable rates for
package, reboot / reset the modem and then re-check the lights on the modem
o
Ask customer to remove all ancillary apparatus and run a modem test using hardwire arrangement at primary socket. Turn off wireless and any third party
firewall/antivirus software
o
From the command prompt on the customer's computer, try checking the network
statistics - netstat /a. If the customer has an unusually large number of ports open
(should be less then 15) then there is a good chance that they are dealing with a
spyware issue, or have too many programs (P2P, Torrents, Skype, etc.) that use
the connection running at once. Advise them to run a full computer scan for
spyware, virus
o
If Synch is showing expected line speeds, then check speed through the Operator
connection to ISP.,
o
Run a performance test (TPN) to check error performance
o
If issue persists then log fault on the UG.
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1.5 VDSL In Sync but no connection (Authentication Issues)
o
Authentication is an Operator managed process and should not be fault reported to
eircom Wholesale.
o
o
Has the Operator received several reports from the same geographical area? If yes
then it’s possibly a network outage. Check the GUI ALERTS screen for updates.
o
If it’s an isolated incident run a Sync Check (TSN order) on the line with the
customer modem on. Ask the Customer to switch off the modem. Run another
Sync Check.
o
If Sync Check shows that port is down when the customer has the modem
switched off then it is an authentication issue.
o
Power cycle / reset the router
06/09/13
85
Appendix 6
FTTH
Shooting Guide
Fault
Management
Trouble
FTTH Fault Management Trouble Shooting Guide
Query fault with end user and status of equipment in customer‟s premises
Reset ONT
Synch Check
Synch History
Performance test
Line test
Check ONT port speed
Have you other FTTH customers on the same street?
Figure 17, Operator FTTH ONT checks prior to Synch test.
06/09/13
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Figure 18 Operator use of FTTH Synch Order prior to raising a Fault
The process in the above figure does not incorporate the TPN (Performance) Order
06/09/13
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Appendix 7
NGA Fault Logging Form
NGA Fault Logging Form (only to be used if UG is not available)
WHOLESALE NGA FAULT LOGGING FORM
Part 1. (To be completed by the Operator)
Operator reporting fault :
………………….……..
Date of fault report:………………………
Name of fault reporter:…………………..
Time of fault report………………….
Tel…………………………………..
e-mail………………………………
End User details:
Name…………………………………………………………………………
Address………………………………………………………………………
Customer Number (CLI/CRN)………………………………………………………..
Contact Phone Number(s) ………….…………………………………………
NGA Service Purchased ……………………………
Operator Trouble ticket ref ……………………………………….
Modem type……………….
Fault Symptoms (maximum of 5 may be selected)
Installation Fail
Multicast unavailable
Line resetting Errors
Errors
Power Light Off
PON Light Off
PON Light Flashing
Loss of Signal Light on Permanently
Loss of Signal (LOS) Light Flashing
ONT not responding
No Synchronisation
Line Noise Permanent
Line Noise Intermittent
Distribution Cable Pair
Mandatory Checks:
Was all appropriate CPE plugged in?
Was the customer VDSL modem /ONT switched on during diagnosis?
Has the customer the correct CPE for their product?
Did the customer try rebooting their CPE?
Was a Test Synchronisation carried out ?
Was VDSL Profile Change investigated if applicable?
Is this a repeat fault?
Has Fault Diagnosis been carried out?
Is it confirmed that the fault is not in the operator‟s network or CPE?
Impact of fault:
Service Affecting…….
Non service affecting……..
If applicable, is PSTN available?……………
Did the Fault occur during Operator installation? (technician initiated fault) ………….
06/09/13
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Fault description and results of Level 1 Fault Management (incl. Tier 1 and 2 diagnosis)
……………………………………………………………………………………………………
……………………………………………………………………………………………………
……………………………………………………………………………………………………
…………………………………………………………………………………………………
Auditable results attached?…………………………………………………………………….
Part 2 (to be completed by the fault report receiver)
Fault report received:
Date……………………………………
Time…………………………………..
Name of fault receiver……………….
Tel…………………………………….
e-mail…………………………………
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Appendix 8
Form
Notification of Planned Maintenance
Notification of Outage
eircom Date of Issue
/
/
eircom Reference
-
/
Time of Outage
Details of Outage
06/09/13
90
Appendix 9
NGA Profiles and Codes used by UG
Line length
(Max)
Downstream RA
Mbps
Upstream RA
Mbps
Profile Name
200m
70
20
70M_20M_R
300m
60
20
60M_20M_R
500m
50
20
50M_20M_R
600m
50
15
50M_15M_R
750m
40
10
40M_10M_R
850m
30
8
30M_8M_R
1000m
25
7
25M_7M_R
1200m
18
5
18M_5M_R
1400m
15
3
15M_3M_R
1700m
12
1
12M_1M_R
2000m
7
1
7M_1M_R
Table 13. FTTC Rate Adaptive Profiles
Line length
(Max)
Downstream NRA
Mbps
Upstream NRA
Mbps
Profile Name
200m
50
5-16
50M_16M_FR
300m
43
5-16
43M_16M_FR
450m
40
5-16
40M_16M_FR
550m
34
5-16
34M_16M_FR
700m
28
5-15
28M_16M_FR
800m
20
2.5-10
20M_10M_FR
900m
20
2.5-8
20M_8M_FR
1000m
18
2.5-7
18M_7M_FR
1400m
12
0.256-1
12M_1M_FR
1600m
10
0.256-1
10M_1M_FR
2000m
4
0.256-1
4M_1M_FR
Table 14. FTTC Stable Profiles
DS
Mbps
US
Mbps
Profile Name
150
30
150M_30M_F
Table 15. FTTH Profile
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UG Service Type
Product
FCBPP
FTTC Bitstream Plus POTS based
FHBPP
FTTH Bitstream Plus POTS based
FCVUP
FTTC VUA POTS based
FHVUH
FTTH VUA POTS based
FCBPS
FTTC Bitstream Plus Standalone
FHBPS
FTTH Bitstream Plus Standalone
FCVUS
FTTC VUA Standalone
FHVUS
FTTH VUA Standalone
Table 16 UG Service Types
Bitstream Additional
Service
BAS_CODE
Fixed Rate (Highly Stable,
non-rate adaptive)
Multicast
HISTABLE
Data Extension Port
DPEXTRAP
MCASTTV
Table 17. Bitstream Additional Service Codes
The above codes are used by Operators when ordering multicast or a (NTU) Data Port
Extension for individual end-users.
Appointment Reschedule Description
REASON_CODE
Request for a new Appointment – eircom unable to keep
the original appointment
EIRCOM
Request for a new Appointment – eircom could not
complete the installation due to end-user issues
CUSTOMER
A new Appointment will be required – eircom could not
complete the installation due to non-standard issues
NON-STANDARD
Table 18. Appointment Update Reason Codes
Further explanation of the Reason Codes is provided in Section 5.6.1
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Appendix 10 RAP NGA Home Installations
An overview on the principles of operation and associated processes for the installation of
NGA RAP services at the end-user premise is outlined below.
The data port extension7 may be ordered as part of the RAP NGA product. It is an
associated service that will extend the reach of the NTU data port within the premises. The
data port extension will be installed at the time of the NTU splitter installation. If the data
extension is ordered separately and is installed outside of the provisioning of the NGA
product it will be covered by a separate agreement.
1.
Guiding Principles
This section outlines the principles followed in designing our proposal on the home visit
and NTU Splitter installation process.
Fibre to the Cabinet (FTTC)

The NTU Splitter8 is the demarcation point for the Virtual Unbundled Access (VUA)
/ Bitstream Plus products

Any existing master socket, if necessary, will be replaced by the new NTU splitter

In multi-dwelling units, the external eircom cable generally terminates in a shared
distribution box or distribution point, in which case the Operator‟s end customer is
responsible for providing and maintaining wiring between the eircom distribution
box and the end customer‟s master socket. Any existing master socket, if
necessary, will be replaced by the new NTU splitter

At the discretion of the eircom technician the NTU may be moved a short distance
in order to facilitate access to a power supply

The Operator may choose to install the NTU instead of eircom (exchange by
exchange basis). Operators that are installing NTUs should follow the guidelines for
NTU installation outlined in Appendix 11 below.

For the POTS-based product the internal wiring will continue to be served from the
NTU and supply PSTN service

The Operator should inform the end-user that their broadband service will be down
for the duration of the installation

The technician will test the line on completion of the RAP installation

Installation of the NTU Splitter will complete the RAP order
7
The Data Port Extension covers both FTTC and FTTH. Both cables will be a different
specification
8
NTU Splitter – Dual Interface Copper NTU
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Fibre to the Home (FTTH)

The ONT (Optical Network Terminal) will be the Network demarcation point

eircom will always be responsible for the installation of the ONT

eircom technician will install the ONT as per the workmanship standard
specification

The location of the ONT may be influenced by the cable entry point and power
availability. Power shall be supplied by the end-user

A pre-terminated fibre patch cord usually of 1m length is used to connect the
Optical Distribution Point (ODP) to the ONT

FTTH data port extension may be installed beyond the ONT

The eircom technician will test the line on completion of the installation
2.
Product Ordering
2.1
Ordering Scenarios
All orders for NGA are placed via the Unified Gateway (UG). When placing an order on the
UG the Operators have two options with regards to RAP installations of NGA services. The
exercise and availability of these options will be dependent on prior notification to eircom
that one particular option only will apply at exchange level.
Scenario
FTTC
FTTH
Data Ext.
from
eircom
1
eircom technician completes jumpering at exchange
/ cabinet. Operator technician installs the NTU and
effectively completes RAP product
Yes
No
N/A
2
eircom technician completes jumpering at exchange
and cabinet. eircom technician installs the NTU and
completes RAP product. eircom technician installs
Data Port extension only if ordered by operators
along with the RAP order
Yes
N/A
Yes
3
eircom technician completes at exchange and
cabinet. eircom technician installs the ONT and
N/A
Yes
Yes
For scenario 1 Operators are required to nominate in advance the exchanges in which they
plan to install the NGA NTU Splitter. At these exchanges eircom will only enable service
from the roadside cabinet and will not visit the end-user‟s premises in order to install the
NTU. This function will be completed by the operator on behalf of eircom for all premises
within the nominated exchange area. eircom Wholesale will provide operators with a stock
of eircom NTU splitters that shall be used for this purpose (see Section 2.4).
For the FTTH product there is no option for the Operator technician to complete the RAP
product by fitting the ONT.
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Scenario 1
–
Steps 2 to 4 eircom Technician
Steps 5 to 6 Operator technician
Scenario 2
–
Steps 2 to 7 eircom Technician
Figure 19: FTTC - Sequencing of service delivery
2.2
Ordering Process for Data Port Extension
It is only in the instance of Scenario 2 and 3 above where eircom installs the NTU or the
ONT that the data port extension can be ordered. In Scenario 1 eircom has no
responsibility for any in-home installation work.
The data port extension may be ordered with any RAP product but is particularly indicated
where a wired connection is required between the NTU/ONT and an IPTV Set Top Box. The
data port extension is an option that may be ordered up front on the UG or by the enduser while the eircom technician is on-site. Ordering the data port extension on site will
result in a premium charge to the Operator. When placing the NGA order on the UG the
operator will be provided with a tick-box (only in those exchanges where the Operator has
not opted to install the NTU) in which they can select the data port extension to be
installed as an associated service to the NTU Splitter install in the RAP process.
All orders for the NTU install, including standalone orders, will have the data extension port
options included on the UG order form (only in those exchanges where the Operator has
not opted to install the NTU).
By ticking the box requesting the data port extension the operator is agreeing to eircom
Wholesale raising an additional charge on the wholesale bill.
More detail on the ordering processes is provided the NGA IPM. An overview of the data
port extension is provided in section 5 below.
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NOTE:
For the Trial phase the option to order the data port extension cable via a tick-box on the
UG will not be available. To compensate for this eircom Wholesale will assume that all NGA
orders during the trial require the data port extension, at no charge to the Operators.
2.3
Data port extension – ordered on the UG
As part of the RAP product the data port extension should be ordered on the UG. eircom
will facilitate the ordering of the data port extension by the end-user on-site. Operators will
be charged a premium for on-site ordering of the data port extension as per the Bitstream
Price List.
Operators are required to fully question the end-user when originally taking the order to
ensure whether or not a data port extension is required. This is especially important when
the end-user is also ordering a TV service.
If the end-user indicates that a data port extension is not required then the Operator
should not request one as the ordering of an extension cable will allocate more time for the
provision. Therefore unnecessary ordering will also consume the technician‟s time that
would otherwise be allotted to complete more installations.
2.4
Ordering NTU‟s
All NTUs installed by the Operator in the nominated exchange areas shall be eircom NTUs
only. The NTU‟s will generally be unbranded and will not contain the eircom logo. The
Operators shall order a stock of NTU‟s via eircom Wholesale where the Operator opts to
install the NTU. There is an order form in section 6 below. In order to avail of this service
Operators must provide eircom Wholesale with committed forecasts of the number of NTU
installations on a monthly basis.
Operators will only be supplied with new eircom NTU‟s if their stock of NTU‟s is deemed to
be insufficient to meet next month‟s forecasts.
The NTU Provisioning and Delivery Process will be as follows:
1. Operator submits completed NTU order form to eircom Wholesale Product
manager by email to [email protected], who will arrange
for the order to be delivered by the required delivery date, subject to lead times.
2. The Operator will order the NTU‟s on a monthly basis by submitting the
inventory management / order form to eircom Wholesale
2.5
Approximate Service Downtimes
Outlined below are approximate service downtimes that will be experienced by the enduser. Any downtime will be kept to a minimum however due to the nature of the provision
process a certain level of service outage is unavoidable.
The timings listed below are approximate and are the best estimates that can be given
prior to experience being gained from actual live orders.
Product
POTS / SB-WLR
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1. Jumpering at the exchange
Downtime
Approx 5 mins
96
Broadband
2. Jumpering at the cabinet
3. Installation of new NTU
Approx 2 mins
Approx 5 mins
Jumpering at exchange until reconnection
at NTU
Approx 2 hrs
NOTE:
Service downtimes constitute only part of the full install duration. As eircom Wholesale will
make every effort to reduce the service downtime the full install will be of a longer
duration than the downtime experienced by the end-user.
3.
3.1
RAP NTU Installations Overview
NTU Installation Scenarios
The end-user installation scenarios will mirror the product offering scenarios above. An
overview of each of the two installation scenarios is detailed below:
3.2
1
Scenario 1 - Operator technician replaces the NTU – FTTC Only
Scenario
FTTC
FTTH
Data EXT
from eircom
eircom technician completes jumpering at
exchange / cabinet. Operator technician installs
the NTU and effectively completes RAP product
Yes
No
N/A
1. Standard Appointments - Flexible AM (9:00 to 12:30), Flexible PM (12:30 to
16:30)
2. Operator will be provided by a stock of NTUs by eircom Wholesale (see Section
2.4)
3. Prior to the appointment the end-user shall be informed by their Operator that
their service will be disconnected for approximately 3hrs
4. From a customer service perspective Operators shall confirm the appointment with
the end-user on the working day prior to the appointment. This provides the
Operator with the ability to cancel if the end-user is not available. If no cancel
order is received on the working day prior to the appointment it is assumed by
eircom that the end-user is ready to go
5. An appointment can be rescheduled on the UG without charge, on the working day
prior to the original appointment
6. In general eircom will jumper in the exchange and cabinet early within the
appointment window. This will enable VDSL service to the end-user home
7. Once eircom completes the jumper at the exchange and cabinet the RAP order is
deemed completed and the eircom systems will be updated to reflect this
8. The Operator technician is responsible for installing the NTU splitter in the home to
the workmanship standard. See NGA Technical Handbook for the NTU Installation
Guide
9. The Operator shall test the service at the NTU to ensure that all services, where
appropriate, are working after the NTU Splitter has been installed e.g. alarms,
POTS etc
10. In the event that the Operator Technician cannot gain entry into the premises it
will be the responsibility of the Operator to organise a new appointment
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independent of eircom Wholesale, to ensure the RAP product is completed as
ordered
11. If an end user wants their previous service to be re-instated/restored then a new
order needs to be logged on the UG and follow the standard migration process
3.3
2
Scenario 2 - eircom technician installs the FTTC NTU splitter (may additionally
include installation of data port extension) – FTTC
Scenario
FTTC
FTTH
Data
Ext.
from eircom
cabinet. eircom technician installs the NTU and
Yes
N/A
Yes
1. Standard Appointments - Flexible AM (9:00 to 12:30), Flexible PM (12:30 to
16:30)
2. The sequencing of the provision will initially involve an eircom technician visiting
the exchange and/or cabinet followed by a visit to the end-user premises for the
installation of the NTU
3. Operators shall confirm the appointment with the end end-user on the day prior to
the appointment. This provides the Operator with the ability to cancel if the enduser is not available. If no cancel order is received on the working day prior to the
appointment it is assumed that the end-user is ready to go
4. An appointment can be rescheduled on the UG without charge, on the working day
prior to the original appointment
5. Prior to the appointment the end-user will be informed by their Operator that their
service will be disconnected for a period while the installation is in progress
6. eircom technician will ring the contact number supplied before the start of
appointment to notify them that they are commencing work and will need to gain
access
7. If no reply eircom technician visits the end-user‟s premises. If the end-user is
unavailable the technician will leave a calling card and refer the order as end-user
not available (existing service left in place)
8. The end-user will be informed that it may take 3 hrs for the installation to be
completed and service will be down for the duration of the install
9. eircom technician will complete the wiring work in the exchange and then extend
the VDSL connection at the cabinet into the end-user‟s premises
10. At the end-user site the eircom technician will install the NTU Splitter as per the
workmanship standard in the NGA Technical Handbook.
11. The FTTC data port extension must be ordered on the UG when the operator places
an order
12. The FTTC data port extension is considered to be part of internal wiring and is
owned by the end-user after installation is complete. The RAP demarcation point is
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98
the NTU. eircom will not be responsible for maintenance beyond the NTU
demarcation point
13. The eircom technician will only tack the extension wiring on to a wall or skirting
board and will not put cable under carpet or floor. Minimal drilling through door
frames etc. may carried out with end-user permission.
14. The Operator shall inform the end-user that they will be required to know where
they want the FTTC data port extension and inform them that they must have any
furniture moved in advance to give a clear working path to the technician
15. The FTTC data port extension end socket will be fixed to a solid structure
16. The eircom technician will test the installation to ensure that NGA broadband and if
applicable POTS, is working using their Field Test equipment
3.4
3
Scenario 3 eircom technician installs the ONT (may include installation of data port
extension) – FTTH
Scenario
FTTC
FTTH
Data Ext.
from
eircom
cabinet. eircom technician installs the ONT and
N/A
Yes
Yes
1. As per section 3.3 Steps 1 to 7 above.
2. eircom technician will complete the work in the exchange and then extend the
Fibre connection to the end-user‟s premises
3. eircom technician will install the ONT as per installation standard for the ONT
4. Location decision will be driven by the cable entry point and power availability
5. A suitably located power point shall be supplied by the end-user
6. A pre-terminated fibre patch cord usually of 1m length is used to connect the
7. If ordered at the front end the eircom technician will install the FTTH data port
extension up to 30m from the NTU that may be nearer a power socket or more
convenient to end user in some way (eircom will not be extending the ONT into the
premises)
8. The FTTH data port extension shall be
places an order
requested up front when the operator
9. The eircom technician will only tack the extension cable on to a wall and will not
put cable under carpet or floor
10. The FTTH data port extension is considered to be part of internal wiring and is
owned by the end-user after that - the RAP demarcation point is the ONT. eircom
will not be responsible for maintenance for any equipment or internal wiring
beyond the ONT demarcation point
11. The Operator must inform the end-user that they will be required to know where
they want the FTTH data port extension and inform them that they must have any
furniture moved in advance to give a clear working path to the technician
12. The FTTH data port extension end termination will be fixed to a solid structure
13. The eircom technician with test the installation to ensure it‟s working using their
Test equipment
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4.
Internal Wiring Scenarios
This section looks at internal wiring considerations for NGA. Six sample Scenarios are
considered:
1) FTTC: VUA/Bitstream Plus POTS-Based Product – Replacing Master Socket with
NTU
2) FTTC: VUA/ Bitstream Plus POTS-Based Product – Data port extension
3) FTTC: VUA/ Bitstream Plus Standalone Product – Replacing Master Socket with
NTU
4) FTTC: VUA/Bitstream Plus Standalone Product – Data port extension
5) FTTH: VUA/Bitstream Plus Standalone Product - Installation of ONT
6) FTTH: VUA/Bitstream Plus Standalone Product with Location of ONT – Data port
extension
4.1
Scenario 1 FTTC: VUA/Bitstream Plus POTS-Based Product – Replacing Master
Socket with NTU
Figure 20: Scenario 1 – NGA enabled at current NTU location
Scenario 1 Components

NTU is the network demarcation point

The Existing POTS service will be facilitated by connection of POTS Internal wiring
to POTS block on NTU end-user Connection Unit

Internal wiring will be reconnected to the NTU

If no internal POTS wiring required the existing phone can be plugged in to the RJ11 socket of NTU

NGA VUA / Bitstream Plus service connected via NTU

Existing Alarms will be connected to Alarm Block at rear of Customer Connection
Unit (CCU) on NTU
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NTU
Base of NTU
Rear of Faceplate
Figure 21: Dual Interface Copper NTU
4.2
Scenario 2 FTTC: VUA/Bitstream Plus POTS-Based Product – Data port extension
Figure 22: Scenario 2 – FTTC data port extension
4.3


The Existing POTS service will be facilitated by connection of POTS Internal wiring
to POTS block on NTU end-user Connection Unit

If no internal POTS wiring in existence then the phone can be plugged in to RJ-11
socket of NTU

NGA VUA / Bitstream Plus service has been extended by a single FTTC data port
extension

Existing Alarms will be connected to Alarm Block at rear of CCU on NTU
Scenario 3 FTTC: VUA/Bitstream Plus Standalone Product – Replacing Master
Socket with NTU
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Figure 23: Scenario 3 – NGA enabled at current NTU location


Responsibility for internal wiring and alarms will be with the Operator

Eircom‟s responsibility for installation and maintenance stops at the FTTC NTU
Network demarcation point
06/09/13
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4.4
Scenario 4 FTTC: VUA/Bitstream Plus Standalone Product with Location of NTU –
Data port extension
Figure 24: Scenario 4 – FTTC data port extension


NGA VUA / Bitstream Plus service has been extended to a single data port
extension

06/09/13
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4.5
Scenario 5 FTTH: VUA/Bitstream Plus Standalone Product with Location of ONT
Figure 25: Scenario 5 – NGA enabled at current ONT location

ONT is the network demarcation point

The POTS service can be facilitated using the existing copper infrastructure into the
home. Not contained in the diagram in Figure 7 below

The ONT is connected to the ODP as shown in Figure 26 below


Power for the ONT will be supplied by the end-user

NGA VUA / Bitstream Plus service connected via ONT

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104
For Display purposes only
ONT
ODP
Ethernet
Cable to
Modem
Figure 26: FTTH Installation at End-user premises
06/09/13
105
4.6
Scenario 6 FTTH: VUA/Bitstream Plus Standalone Product – Data port extension
Figure 27: Scenario 6 – FTTH data port extension
5.

ONT is the network demarcation point

The POTS service can be facilitated using the existing copper infrastructure into the
home. Not contained in the diagram in Figure 27


Power for the ONT will be supplied by the end-user

NGA VUA / Bitstream Plus service has been extended to a single FTTH data port
extension

Data port extension Overview
FTTC Data port extension
The FTTC data port extension cable will be a 4-wire cable, with extensive twisting
(equivalent to Cat5 cable). It is not allowed to use „normal‟ 4-wire internal cable
equipment.
That cable will be terminated at both ends by means of a JACKS MODULAR NO.2S socket.
Connections between JACKS MODULAR NO.2S sockets and NTU+splitter or modem will be
made by means of 4-wire modular line cord terminated with RJ-11 plugs.
Using appropriate cable, the FTTC data port extension cable may be installed internally or
externally, depending on End-Users Premises.
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It is not proposed that a specific “kit” be made available or assembled for this purpose, but
that such data port extensions be made off on-site by taking suitable cable from a
reel/coil/drum, cutting to length, and terminating both ends.
Figure 28 FTTC Data Port Extension
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FTTH data port extension
The FTTH data port extension cable will be required to carry Ethernet, so at a minimum a
4-pair Cat 5 cable is required (see Figure 1 below).
The minimum the data port extension socket should offer is a Cat5 cable termination
facility at back (for 8 wires, in a pre-determined sequence) and a socket at front (see
Figure 2 below).
The components to be:

4 pair (Cat5) cable suitable for extending the broadband signal for a distance of up
to 30m

Standard connectors crimped on, on site

The cable will be installed internally or externally

Cat5E socket
Figure 29: FTTH Cat5 4-Pair Cable
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6.
NTU Order Form
06/09/13
109
Appendix 11 NTU Installation Guide
Introduction
The purpose of this document is to provide Operators with wiring guidelines for the
installation of a dual interface NTU (Network Terminating Unit) in an End-User premises in
order to facilitate the delivery of NGA VUA and Bitstream Plus services. NGA VUA or
Bitstream Plus connection may be POTS-Based (PB) or Standalone (SA) and the dual
interface NTU will be used in both scenarios. The section of the IPM covers the following
items of interest to the Operator‟s installer and assumes a level of capability considered
appropriate to End-User premises installation.
The eircom dual Interface NTU provided incorporates a splitter and supports the provision
of both a VDSL2 and a POTS connection over the same copper pair as required. It will also
support the provision of a VDSL2 connection on its own.
Note: - incorporation of VoIP into the internal wiring is outside the scope of this document
and is not covered.
The NTU is the demarcation point9 between the eircom external line plant („the eircom
network‟) and the Operator/End-User‟s internal wiring and CPE (End-Users Premises
Equipment).
An RJ11 interface is provided for POTS and an RJ45 is provided for VDSL.
Connection from the FTTC Cabinet
The Dual Interface Copper NTU is a termination which has two interfaces. It supports both
broadband (i.e. xDSL) and POTS (i.e PSTN) on the same copper pair from the
exchange/cabinet. This NTU has an internal splitter.
This Dual Interface Copper NTU consists of two main portions – the NTU main housing & a
removable faceplate. If the NTU is surface mounted, an additional wall mounting backbox
is used.
For the Dual Interface Copper NTU, the NTU main housing, and wall mounting backbox are
provided to Operators by eircom Wholesale using the order form in Appendix 10:
9
Section 11.5 – defines the demarcation point
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NTU 2001 (LINE UNIT WITH ISDN/ALARM CCU)
Figure 30 NTU1: NTU 2001 (LINE UNIT WITH ISDN/ALARM CCU)
#
the NTU 2001 faceplate is not used for VDSL, the NTU 2001 ADSL SPLITTER is
used instead.
For the Dual Interface Copper NTU, the faceplate is provided to Operators by eircom
Wholesale: NTU 2001 ADSL SPLITTER. This splitter faceplate may also be referred to as a
“Central Splitter”, and as a removable Customer Connection Unit (CCU).
Figure 31: DSL and POTS ports on the splitter faceplate
Figure 32: Complete Dual Interface Copper NTU
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Dual Interface Copper NTU – rear connections
Figure 33: Dual Interface Copper NTU – rear connections
The incoming line from the FTTC cabinet is terminated on the L1 and L2 terminals at rear
of NTU main housing as shown in Figure 33: Dual Interface Copper NTU – rear
connections. All internal wiring must be disconnected from the incoming line from the FTTC
cabinet to the Dual Interface Copper NTU so that a „clean‟ connection from the cabinet to
the Dual Interface Copper NTU is made – see Annex A.
Installation of NTU
The initial installation of the NTU should be at the nearest suitable location to the line entry
into the End-Users Premises / house at the same level as the electrical sockets, approx.
450mm above floor, and as close as possible to the ETU (“External Terminating Unit”)
There should be no internal extension wiring connected to the line before the point where
it is terminated on the NTU.
The NTU should always be located in an accessible position. The NTU should be mounted in
such a place that only the End-User that is served from it, can access it (or provide access
to it).

If the location for the NTU is flush mounting, ensure flush box is clean and dry and
free from plaster.

Remove the packaging from the unit.

Remove the customer cover.

If the NTU is surface mounted, select two wall mounting holes in the back box.

Select a hole in base for network wiring cable entry.

Secure the back box with screws and rawlplugs if necessary

Route cable through network cable entry point.

Strip the cable outer sheath.

Connect the exchange line to L1 and L2. (Figure 33)

Secure the eircom connection unit to the back box or flush box.
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POTS with VDSL2
In this scenario POTS / PSTN is provided along with VDSL2 for a VUA or Bitstream Plus
(BS+) connection for the NGA national Roll-Out.
Use NTU 2001 ADSL SPLITTER, plus NTU main housing and wall mounting backbox from
NTU 2001 (LINE UNIT WITH ISDN/ALARM CCU).
The splitter in the Dual Interface Copper NTU isolates the POTS from the DSL, and the
POTS is available as normal through the NTU splitter faceplate.
The alarm wiring and internal POTS distribution are taken off the splitter faceplate.
Figure 34: Wiring diagram for POTS + VDSL2 Scenario
Figure 35: Wiring of rear of splitter faceplate (central splitter)
Making the correct alarm “Alarm IN” and “Alarm OUT” connections on the Insulation
Displacement block as shown in Figure 6, and cutting the resistors as indicated, connects
the alarm so it will have priority on the POTS line in the event of an outgoing call by the
alarm unit.
The internal wiring connections at L1 and L2, as shown in Figure 35, connect the internal
wiring to the POTS output from the splitter, as indicated in Figure 34. If the internal wiring
is connected to this point, it is isolated appropriately from the VDSL2 connection. (Note:
the L1 and L2 screw terminals shown Figure 35 are different to the the L1 and L2 screw
terminals shown in Figure 33 which are the input connections from the FTTC cabinet to the
splitter).
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Standalone VDSL2
In this scenario, VDSL2 service is provided from the FTTC cabinet, but there is no POTS
service provided to the End-User over the same copper pair.
The Dual Interface Copper NTU is connected to the line in from the FTTC cabinet as shown
already in Figure 34. This results in the configuration shown below in Figure 36:
Figure 36: Wiring diagram for VDSL2 Standalone scenario
The incoming line from the FTTC cabinet is terminated on the L1 and L2 terminals at rear
of NTU main housing as shown in Figure 33. All internal wiring must be disconnected from
the incoming line from the FTTC cabinet to the Dual Interface Copper NTU so that a „clean‟
connection from the cabinet to the Dual Interface Copper NTU is made – see Annex A.
The internal wiring should not be connected to the Dual Interface Copper NTU in a
standalone scenario, as there is no POTS output from the splitter.
Where a VoIP or similar POTS emulation service is being provided as a voice solution, the
End-User wiring may need to be rearranged and terminated appropriately and connected
the Operator‟s CPE as required. This is the responsibility of the Operator/End-User.
The Operator/End-User is also responsible for providing a solution to any alarm circuits
that may have previously used a POTS-based product and which they may be migrating to
a standalone configuration.
Glossary
VoIP
-
Voice over Internet Protocol
POTS
-
Plain Old Telephone Service
VDSL2 -
VDSL Version 2
VUA
-
Virtual Unbundled Access
NTU
-
Network Termination Unit
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Appendix 11 Annex A Internal Extensions, & Alarm wiring
Summary of Procedure:
a) Disconnect any customer internal extensions, alarms etc;
b) Ensure Dual Interface NTU is fitted as per Appendix 11
c)
above;
Test VDSL service – test synch etc. This is a test over a „clean connection from the
cabinet‟.
d) Re-connect customer internal extensions, alarms etc, as per Appendix 11
above;
e) Re-test VDSL service – test synch etc. Compare results of this re-test with
previous test carried out over „clean connection from the cabinet‟;
f)
Repair / remove any sub-standard customer‟s internal wiring. Repeat steps (e) &
(f) as required.
Fault finding and elimination of issues with the internal wiring
Disconnecting internal wiring
All internal wiring must be disconnected from the line in from the FTTC cabinet to the NTU
so that a „clean‟ connection from the cabinet to the Copper NTU is made.
In circumstances where customer‟s internal wiring (e.g. extension phone wiring, wiring for
alarm circuits etc) is found to be connected on the eircom side of the NTU, then that
customer‟s internal wiring must be disconnected prior to commencing any installation work
at that customer‟s premises for VDSL service provision.
Fitting NTU
As already described, for VDSL service provision, a “central splitter” Dual Interface NTU
must be used. Where this is already in-situ (e.g. for ADSL), and terminated in accordance
with Appendix 11
above, then it may continue to be used. Otherwise a new Dual
Interface NTU must be fitted --- this will become the demarcation point, and must replace
any previously-installed master socket.
Re-locating NTU
Where it is deemed necessary to re-locate the NTU by small distance, then this is
permissible, provided
a) it is done with customer‟s permission;
b) any new internal cabling is done with internal 4-wire cable 2/0.5 Cat5e White PE
c)
cables are joined with use of „2-pair Connection Box Internal‟.
Central splitter & micro-filters scenarios
For ADSL, there are two splitter connection scenarios -- one scenario uses a central splitter
where the POTS/PSTN service is separated from the ADSL service at the point of entry; the
other scenario uses distributed filters or micro-filters connected in series and in front of
each POTS terminal.
For VDSL, there is only one permissible splitter connection scenario – that is to use a
“central splitter” where the POTS/PSTN service is separated from the VDSL service at the
point of entry. This is achieved by use of a Dual Interface NTU.
Where a customer has distributed filters or micro-filters (e.g. where upgrading from ADSL
to VDSL), then the correct use of a “central splitter” renders all such distributed filters or
micro-filters unnecessary.
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Fault finding issues with the internal wiring
In order to test VDSL service over a „clean connection from the cabinet‟, any customer‟s
internal wiring must be temporarily disconnected. Where necessary, this can easily be
achieved at the NTU by unscrewing the 2 holding screws & removing the CCU (Customer
Connection Unit), then plugging directly into the RJ45 socket on the NTU main housing.
Testing of customer’s internal wiring:
a) All internal extensions, alarm wiring etc must be tested;
b) Sub-standard internal wiring must not to be re-connected;
For each internal extension, alarm circuit etc, confirm the circuit has typical minimum
standards as follows:
Test Parameter
Typical
Standard
Insulation A-Earth
10 M
Insulation B- Earth
10 M
Insulation A-B
10 M
AC voltage
0V
DC voltage
0V
Table 19: Test Standards for customer’s internal wiring
Where secondary sockets (i.e. sockets with in-built capacitors) are present, these
capacitors must be removed.
Re-connection of customer’s internal wiring:
a) All reasonable efforts must be made to re-connect internal extensions, alarm
wiring etc;
b) Any such re-connections must be in accordance with Appendix 11 above, (i.e.
internal extensions and POTS telephone instruments and alarm connections are
to be connected off the appropriate ports on the NTU)
Extending internal extensions from the ETU to the master socket.
Where internal extensions are connected to the line at the ETU, these must be
disconnected, bunched together and extended into the NTU on a separate cable (do not
use the second pair of the 2-pair customer drop cable).
Example of connector unit for use with customer’s internal extension wiring
All internal extensions must be connected via the internal extension port of the NTU.
The alarm circuit should be connected to the alarm connection point of the NTU.
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Appendix 12 Glossary
ADSL
Asymmetric Digital Subscriber Line
AP
Access Provider – The provider of the NGA VUA and Bitstream Plus
service
ARD
Address Reference
AS
Access Seeker - The seeker of the NGA VUA and Bitstream Plus
service
BA
Book Appointment order
BPE
Bitstream Plus multicast logical circuit to an “Exchange” area (Agg
node)
BPM
Bitstream Plus Multicast logical circuit
BPU
Bitstream Plus Unicast logical circuit
CA
Co-ordinated Appointment order
CAF
Customer Authorisation Form
CEN
Cease standalone NGA
CHN
Change NGA
CLI
Calling Line Identity
CNP
Cease NGA POTS based
CO
Cancel Order
COB
Close of Business
CPN
Change Profile on NGA
CRN
Circuit Reference Number
CSID
Customer Station Identification Number
DDI
Direct Dial In
DSLAM
Digital Subscriber Line Access Multiplexer
DTAF
DSL Transfer Authorisation Form
DUG
Direct buried Underground cable
ELF
Early Life Faults
FDC
Fault on Data Circuit
FNC
Report Fault on NGA order, fibre to the Cabinet
FNH
Report Fault on NGA order, fibre to the Home
FTP
File Transfer Protocol
FTTC
Fibre To The Cabinet
FTTH
Fibre To The Home
GPON
Gigabit Passive Optical Network
HSI
Non rate adaptive High Speed Internet
IGMP
Internet Group Management Protocol
INP
Impulse Noise Protection
ISDN
Integrated Services Digital Network
LE
Premises Line Enquiry order
LNI
Provide Line on new line In-situ
MCASTTV
Bitstream Additional Service Code for Multicast support of TV
MVPN
Multicast IP Virtual Private Network
NGN
Next Generation Network
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NRA
Non Rate Adaptive
NTU/splitter
Network Terminating Unit
OLT
Optical Line Terminal for FTTH connections
ONT
Optical Network Terminal for FTTH connections
PDC
Provide Data Circuit
PNW
Provide NGA from WLR/Bitstream
PON
Passive Optical Network
POP
Point of Presence
PPN
Provide POTS based NGA
PSTN
Public Switched Telephone Network
PWU
Provide WLR from ULMP
QA
Query Account
QB
Query Bitstream – pre-qual for Bitstream and NGA
QND
Query NGA Details
RA
Reschedule Appointment
SAB
Service Access Bandwidth
SAC
Service Assurance Centre
SLA
Service Level Agreement
STD
(Subscriber Trunk Dialling) Prefix to telephone number
SVLAN
Service Virtual Local Area Network
TPN
Test Performance NGA
TPH
Test Performance History
TSH
Test Sync History
TSN
Test Sync NGA
UG
Unified Gateway
ULE
Unbundled Line Enquiry order
VC
A Virtual Circuit (VC) is a logical circuit within the VP that is
typically dedicated to a single user.
VAM
Virtual unbundled Access Multicast logical connection
VAU
Virtual unbundled Access Unicast logical connection
VDSL2
Very High Speed Digital Subscriber Line 2
VP
A Virtual Path (VP) is a logical highway connecting two locations in
a DSL network. The VP is typically shared by a large group of end
users
VUA
Virtual Unbundled Access
WCCC/WCSC
eircom Wholesale Customer Care/Service Centre
Web GUI
Web Graphical User Interface
WEIL
Wholesale Ethernet Interconnect Link
WTM
eircom Wholesale Trouble Management
WTMC
eircom Wholesale Trouble Management Centre
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NGA IPM - open eir

Transcription

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