ECO PLUS: WBC (FTTX) FAULT REPORTING TRAINING GUIDE

Transcription

ECO PLUS: WBC (FTTX)
FAULT REPORTING
802641777
TRAINING GUIDE
AUTHOR:
BTWHOLESALE
DATE: 01/03/2011
ISSUE 1
Legal and Confidentiality Statement
Issue 1 : 2011© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 1 of 120
The information contained in this Training Guide is provided to the Communications
Provider in confidence for information purposes only and is the copyright of British
Telecommunications plc (BT). Please do not forward, republish or permit unauthorised
access. Publication of this Training Guide does not give or imply any licence to any
intellectual property rights belonging to BT or others. Whilst BT maintain that all
reasonable care and skill has been used in the compilation of this Training Guide, it is
subject to change and BT shall have no liability in contract, or otherwise for any loss or
damage (including consequential loss) whatsoever or howsoever arising from use of, or
reliance upon, the information in this Training Guide by any person.
© Copyright, British Telecommunications plc, 2011
Registered Office: 81 Newgate Street, London, EC1A 7AJ
Registered England no.1800000
All third party rights are hereby acknowledged.
© British Telecommunications plc, 2010.
All rights reserved.
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Table of Contents
Contents
1
1 Introduction ........................................................................................................................................................ 7
eCo Plus ..................................................................................................................................................... 7
WBC End User Access................................................................................................................................ 7
Annex M (ADSL2) ...................................................................................................................................... 8
WBC FTTC (Fibre To The Cabinet) ............................................................................................................. 9
WBC FTTP (Fibre To The Premises) ........................................................................................................... 9
Prerequisites ............................................................................................................................................. 9
Disclaimer................................................................................................................................................ 11
2 Inventory .......................................................................................................................................................... 112
Step 1 Customer Zone ........................................................................................................................... 112
Step 2 Search Asset ................................................................................................................................. 14
Step 2a The Quick Start Functionality ..................................................................................................... 15
Step 3 Select Account ............................................................................................................................. 19
Step 4 Inventory Details .......................................................................................................................... 20
Step 5 Service Details .............................................................................................................................. 21
3 Initiate KBD..................................................................................................................................................... 22
Step 1 Initiate KBD .................................................................................................................................. 22
Step 2 Enter pin....................................................................................................................................... 23
Step 3 Drill Down View............................................................................................................................ 24
Step 4 Test Results .................................................................................................................................. 25
Local Access Network.............................................................................................................................. 26
IP TEST ..................................................................................................................................................... 26
IP Connectivity ........................................................................................................................................ 26
Status Check ............................................................................................................................................ 26
CU Line Test............................................................................................................................................. 26
DLM Profile Data ..................................................................................................................................... 26
Performance Test .................................................................................................................................... 26
TAM Network Check ............................................................................................................................... 26
Network Incident Check .......................................................................................................................... 26
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Step 5 Test History .................................................................................................................................. 28
Step 6 Further Diagnostics ...................................................................................................................... 31
Step 7 Logging out of KBD ....................................................................................................................... 33
4 Fault Reporting ............................................................................................................................................. 34
Step 1 Report a fault ............................................................................................................................... 34
Step 2 Select KBD fault ............................................................................................................................ 35
Step 3 Submitting a KBD fault ................................................................................................................ 35
Step 4 Confirm KBD run within 2hrs ....................................................................................................... 36
Step 5 Not able to Execute KBD .............................................................................................................. 37
Step 6 Reporting a KBD fault ................................................................................................................... 39
Step 7 Fault Placement : Structured Questions ...................................................................................... 42
Step 8 Additional Structured Questions ................................................................................................. 45
Step 9 Enter access details ..................................................................................................................... 47
Step 10 Enter site hazards....................................................................................................................... 47
Step 11 Submitting a Fault ...................................................................................................................... 48
Step 12 Create a Fault Report ................................................................................................................ 49
Step 13 Fault submitted .......................................................................................................................... 50
5 Submitting a CCSFI Fault .......................................................................................................................... 51
Step 1 Selecting CCSFI Option ................................................................................................................. 51
Step 2 Access Details............................................................................................................................... 53
Step 3 Contact details ............................................................................................................................. 54
Step 4 Making an Appointment .............................................................................................................. 55
Step 5 Create Fault Report ...................................................................................................................... 56
Step 6 Fault submitted ............................................................................................................................ 57
6 Reporting a fault when KBD is not available .................................................................................. 58
Step 1 Report a fault .............................................................................................................................. 58
Step 2 Not able to excecute KBD ............................................................................................................ 59
Step 3 Structured Questions ................................................................................................................... 61
Step 4 Technical details .......................................................................................................................... 63
Step 5 End User contact details .............................................................................................................. 63
Step 6 Secondary Contact Details ........................................................................................................... 64
Step 7 Additional Information ................................................................................................................ 64
Step 8 On site hazards............................................................................................................................. 66
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Step 9 Access Details............................................................................................................................... 66
Step 10 New hazards............................................................................................................................... 67
Step 11 Fault Submitted........................................................................................................................ 668
Step 12 Create fault report ................................................................................................................... 669
Step 13 Fault submitted .......................................................................................................................... 70
7
How to use eCo Plus to Track a Fault ........................................................................................... 71
Step 1. Track Faults ................................................................................................................................. 71
Step 2 Search Perameters ....................................................................................................................... 72
Step 3 View service details...................................................................................................................... 74
8 How to use eCo Plus to Amend a Fault ............................................................................................. 76
Step 1. Locate your Fault ........................................................................................................................ 76
Step 2 Amend Fault Details .................................................................................................................... 78
Step 3 Accepting possible charges ......................................................................................................... 79
Step 4 Complete Amendments ............................................................................................................... 80
Step 5 Amendments confirmation .......................................................................................................... 80
9 How to use eCo Plus to Cancel a Fault ............................................................................................. 81
Step 1. Locate your Fault ........................................................................................................................ 81
Step 2. Cancel Fault ................................................................................................................................. 81
Step 3 Cancellation reason..................................................................................................................... 82
Step 4 Cancellation confirmation ........................................................................................................... 84
10 How to use eCo Plus to Close a Fault ............................................................................................. 85
Step 1 Click on Inbox ............................................................................................................................... 85
Step 2 Action required ............................................................................................................................ 86
Step 3 Close Fault .................................................................................................................................... 87
11
How to use eCo Plus to Reject a Fault .................................................................................. 90
Step 1 Inbox ............................................................................................................................................ 90
Step 2 Reject Fault via Inbox ................................................................................................................. 991
Step 3 Track Fault .................................................................................................................................... 92
Step 4 Rejecting a fault via the ‘Track Fault’ screen ............................................................................... 94
Step 5 Entering a rejection reason .......................................................................................................... 95
Step 6 SFI structured questions .............................................................................................................. 97
Step 6 Booking a SFI apppointment ........................................................................................................ 98
Step 7 Appointment is confirmation ..................................................................................................... 100
Step 8 SFI cancellation confirmation .................................................................................................... 101
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12 Initiate DiagnostIcs................................................................................................................................ 102
Step 1 Initiate fault Diagnostics ............................................................................................................ 102
Step 2 Select Account ........................................................................................................................... 103
Step 3 Asset Search ............................................................................................................................... 104
Step 4 Initiate Diagnostics..................................................................................................................... 105
Step 5 Initiate Diagnostic Test .............................................................................................................. 106
Step 6 Test Results Page ....................................................................................................................... 108
Step 7 Search for results ....................................................................................................................... 109
13 Examples of Test Results .................................................................................................................... 111
BB Network Check................................................................................................................................. 111
Network Incident Check ........................................................................................................................ 111
XDSL IP Test ........................................................................................................................................... 112
XDSL Copper Line Test .......................................................................................................................... 113
RADIUS Log Check ................................................................................................................................. 114
XDSL Status Check ................................................................................................................................. 114
Policy Manager Test ............................................................................................................................. 115
Consistency Check Test results ............................................................................................................. 115
PTTR analysis ......................................................................................................................................... 116
DLM Data .............................................................................................................................................. 116
14 Ordering Access ........................................................................................................................................ 117
Step 1. Register and be aligned to a BT Line of Business (BT Wholesale) ............................................ 117
Step 2. Register on BT Wholesale ......................................................................................................... 117
Step 3. eCo Plus Registration ................................................................................................................ 117
Step 4. My Admin .................................................................................................................................. 118
Step 5. Instructions to apply online be for eCo Plus (All Users)............................................................ 118
Disclaimer ........................................................................................................................................................... 120
Document History ........................................................................................................................................... 120
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1 Introduction
This guide is designed to provide training and enable customers to use the eCo Plus
application via www.btwholesale.com to raise WBC (FTTx) faults.
This document provides you with a step by step guide that takes you through the
processes of fault reporting against WBC (FTTx) using eCo Plus.
This document has been captured around the changes in Release U.
Please note that screen shots have been provided to accompany each step of the
process. To help guide you when a step is referring to a certain screen the title of the
screen will be written in orange. When referring to an icon or button you need to click
this will be written in plum.
eCo Plus
eCo Plus is an online application that enables you to enquire, place orders and faults
as well as track orders and faults for BT Wholesale products within a secure
environment.
WBC End User Access
The connection between the end user and their Aggregation Point (AP)
The following options/variants of the WBC (EUA) product are currently available based
on the technology type and downstream speed:
ADSL 8Mbps
ADSL2+ 8Mbps
ADSL2+ 24Mbps
ADSL 2+ 8Mbps in Transit
ADSL2+ Annex M
FTTC (Fibre To The Cabinet) 40Mbps
FTTP (Fibre To the Premise) 100Mbps (Note:At that time of updating this document
This service is currently under trial and development and not commercially launched)
The WBC EUA ADSL2+ 8Mbps End User Access Transit product is where the service
profile on the MSAN (Multi Service Access Node) will be set to 24Mbps but the BRAS
profile will be set to 8Mbps.This means that the line will be capable of “synching‟ up to
24Mbps on the MSAN but we will restrict the downstream speed of the WBC EUA to
8Mbps on the BRAS.
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The WBC ADSL2+ 8Mbps EUA Transit product was introduced to enable
Communication Providers (CPs) to have a means to check whether it was likely that an
end user‟s line would be able to consistently achieve higher level speeds before the CP
committed to purchasing the ADSL 2+ (up to 24 Mbit/s) WBC EUA option i.e. the
8MbpsTransit option is a transition product for the 24Mbps product. The following
process applies to such variant:

The CP will order the 8MbpsTransit option for the applicable End User Access.
The End User Access profile will be set at8Mbpsdownstream speed (as stated
above, even though the MSAN can sync up to 24Mbit/s, the speed is capped to
8Mbpson the BRAS).

Post stabilization of the applicable End User Access, the CP will be able to see
the actual speed which can be achieved on that line

If higher speeds can be achieved on the line, the CP can go back to the end user
and sell the end user this opportunity to move to a higher speed WBC EUA
option with accurate speed prediction.
Customers can opt to stay with 8Mbps or upgrade to a higher speed. In the latter case,
the CP will need to raise a modify order to upgrade to the ADSL2+ (up to 24Mbps
product) and the speed/billing of the upgraded EUA will be adjusted accordingly.
Following installation of the WBC EUA service, the line will be allowed to stabilise during
the first 10 days after provision and a Fault Threshold Rate (FTR) will be set at 15
Mbps. A „slow speed fault‟ will be accepted if the line is operating below the FTR.
Annex M (ADSL2)
Annex M technology allows CPs to opt for more upstream bandwidth when placing an
order. This product variant allows WBC ADSL2+ circuits to achieve higher
upstream speeds on the line of up to 2.5 Mbps. There is an added option to select the
Annex M product from the order screens, and customers will need to agree to specific
criterion, for example, loss of downstream speed is approximately 10%-15%.
Please note that Annex M is not compatible with the ADSL2+ 8M transit product or the
“FTRmodifiedCalc‟ option or on lines that return an Access Network Frequency Plan
(ANFP) response of “LONG‟. As a result of this, there have been minor system changes
to eCo Plus.
Annex M details will be displayed during the Line Qualification check on the PreOrder/Availability page if Annex M can be supported on the line specified. Details of
Annex M are noted in the Annex M appendix in the WBC Product handbook.
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CPE ( Customer Premise Equipment ) that is proven to work with BT's network is
published within the WBC landing page via the INSPIRE site (see link below).
http://www.btwholesale-inspire.com/products2/broadband-products-picrosite/wbc
If you have any additional questions pertaining to Annex M, please contact your
Account manager in the first instance.
WBC FTTC (Fibre To The Cabinet)
BT Wholesale launched WBC FTTC End User Access on January 20th 2011.
WBC FTTC uses the same WBC order process as for WBC ADSL, but offers an
optional End User Access based on VDSL 2 (Very High Digital Subscriber Line)
technology (rather than ADSL 1 and ADSL 2+ on WBC). This optional End User Access
can potentially provide a higher line rate of up to 40Mbps downstream and 2/10/15
Mbps upstream.
The WBC FTTC product is a rate adaptive (RA) product using VDSL2 (Very High Speed
Digital Subscriber Loop) technology which should offer much higher line rates than
ADSL 2+.

Note: For all WBC EUA options, actual line rate is dependent on line length, line
condition, end user wiring and CPE (Customer Premises Equipment).
WBC FTTP (Fibre To The Premises)
Wholesale Broadband Connect (WBC) comprises three main components:
• An End User Access (EUA),
• An Aggregation Point (AP) with a logical Aggregation Point Set (APS).
• An Extension Path (EP).
Each EP will also require access to a Multi Service Interconnect Link (MSIL) which has
to be owned by the same Customer account as the EP and AP.
Please note that the MSIL is a separate product provided under separate terms and
therefore an MSIL must be ordered separately.
 Note line rates are „fixed‟ compared with the Rate Adaptive ADSL/ADSL2+
variants of WBC.
Prerequisites
In order to use eCo plus You will need to ensure the following is in place :

You are registered as a user on www.btwholesale.com, access to eCo Plus;
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
An Ethernet MSIL (Ethernet Multi-Service Interconnect Link) is a BT Wholesale
product to interconnect BT‟s 21CN with other Communication Providers‟
equivalent network. It supports services such as Access Port Handover (APH),
Next Generation Network Call Conveyance (NGN CC) and Wholesale
Broadband Connects (WBC). In building Handover (IBH), and Customer Sited
Handover (CSH) variants are offered.
For further information please see the ECO PLUS MSIL Training Guide.




AP (Aggregation Point) Set (APS)
AP and EP (Extension Path)
CP signed Terms and Conditions enabling you to place orders on eCo Plus
A valid site which will be required to pass the broadband availability check to
order a WBC ADSL/ADSL2+ or WBC FTTC or WBC FTTP EUA (. A valid 21CN
billing account
Please Note: If you purchase a WBC End User Access from another CP, please check
the relevant Product Guide for details on EMSIL, AP SET and AP and EPs as may be
applicable.
If you do not have a valid 21CN billing account, you will need to contact your Service/
Account manager who will engage with the Billing team in BT Wholesale to set one up
for you. Please note that it is not possible to set up a billing account during the user
journey of ordering a WBC EUA .
In addition to all of the above being in place (otherwise any order for a WBC
ADSL/ADSL2+ and or FTTC or FTTP EUA will drop out), in order for the CP to be able
to place an order for a WBC EUA , and for that order to be provisioned, the prospective
end user must have or be in the process of having provisioned a BT provided telephony
line.
If a technical warning message appears, please follow the instructions in the message
usually displayed in red.
If a red flag is displayed under “Details Complete‟ (via the configuration page which sets
out the requirements option(s) that can be selected such as bandwidth and
maintenance care levels etc) click on “configure‟; or using the “thread bar‟ and moving
back to the previous screen check that the site details service point etc have been fully
completed.
Remember your draft orders will be stored on Eco Plus for up to 20 minutes if you are
timed out of www.btwholesale.com
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Disclaimer
Please note that eCo Plus is still in development and over time further developments
are planned. As a result, not all functionality or buttons may yet be available. BT will
keep you advised of planned developments.
Any prices shown on the screen shots within this training guide are taken for test
purposes only and do not represent a cost model for this product.
Eco plus is not compatible with Internet Explorer (IE8) at the time of publishing
this document.
This information is provided for training purposes only and is subject to change
by BT.
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2 Inventory
Step 1 Customer Zone
The Inventory functionality enables you to search for details of a particular asset or a
group of assets.
From the Customer Zone page, click on Eco Plus in the applications window then click
on ’Inventory’ or ’Inventory search’ where you can search a particular asset or a
group of assets you wish to look at.
Select the ’Inventory’ or ’Inventory search’ option from the home page.
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Step 2 Search Asset
If the „Select account’ field is not pre populated, please choose from drop down menu
Enter the service id into the „Service Reference’ field and click „SEARCH‟
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Step 2a The Quick Start Functionality
Alternatively you can search for details of a particular asset or a group of assets via
Quick start.
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By clicking on the ‘I want to’ dropdown, you will be presented with a list of options.
When you select the option you require, the ‘using my’ field will give you a search
option relevant to what you want to search by.
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As you can see in order to raise a fault you will need to search by the
Service reference number which will be your BBEU number.
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Once you have entered your Service Reference number Click on Continue
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Step 3 Select Account
You will be taken to this screen by using either the Inventory Search or the Quick
Start search. Click on the BBEU hyperlink from the search results or Select.
BBEU00021481
0
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Step 4 Inventory Details
You can see from this screen that any existing faults and orders can be viewed by
clicking on ‘View all associated orders’ or ‘View all associated faults’.
Depending on what you want to do with your fault, select the „option required’
If you want to see all the details of your asset then click on ‘Service Details’
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Step 5 Service Details
The Service Details screen will show you all the attributes on your asset as shown
below:
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3 Initiate KBD
Step 1 Initiate KBD
KBD (Knowledge Based Diagnostics) is a tool available via Eco plus that CP‟s
( Communications Providers) can use to diagnose problems on their services before
reporting a fault.
This section provides a step by step demonstration on how to use eCO plus to initiate a
KBD test and subsequently interpret the results.
It is mandatory to initiate a KBD test before a fault can be submitted.
If you have a suspected fault and want to do a diagnostic test on it then click on the
‘INITIATE KBD’ button. If you want the capability of running a Self Serve test on your
service before you raise a fault then click on the „INITIATE DIAGNOSTIC’ button.
Navigate to the screen below via Inventory Search in Customer Zone. Click on
‘INITIATE KBD’ after entering your account. See Section 2
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Step 2 Enter pin
You will be prompted to enter a PIN number. if you do not have one contact „MY
ADMIN‟ within your Company. If you have forgotten your pin click on the ‘Forgotten
Pin’ link below and you will be sent one via e-mail after answering specific security
questions.
Enter your 6 digit pin number then click on ‘READY’
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Step 3 Drill Down View
The following screen will be returned. Click on the ‘Drill Down View’ button.
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Step 4 Test Results
This is the test results screen. The buttons with their titles greyed out will have no
information behind them.
See below for a description of the available tests.
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The following information will provide a description of the tests that can performed in
KBD
Local Access Network
This button will give you up to 14 days of DSL layer data provided to the RRT database
by DLM/BIP.
IP TEST
The IP Check confirms if an IP session is connected or if the session is down.
IP Connectivity
( IP Radius Log Check) looks back over the previous 48 hours for any IP session
connectivity and will show ‘worked’ or ‘working’ sessions and how long they were
established for. The IP log data is close to real time in that it is 10-15 minutes behind.
Status Check
This checks the DSL layer connectivity between the End User equipment and the
DSLAM /MSAN in the local exchange.
CU Line Test
( Copper line test). This tests the copper line between the local exchange and the NTE
in the End User premises.
DLM Profile Data
This shows any line rate changes and the relevant B-RAS profile which is linked and set
to the next relevant ADSL profile below the actual line Sync rate.
Performance Test
This displays Performance Test results run on the BT speedtester site by the End User
customer.
TAM Network Check
The test confirms the ATM, DSL, IP & PPP layers are functional between the TAM
tester in the local exchange, through the BT network via the DSLAM/ MSAN back to the
Communications Provider.
Network Incident Check
This tests checks the network for MSO‟s (Major Service outage) and PEWs ( Planned
Engineering work)
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When the highlighted buttons are clicked a new window will open displaying it‟s tests
details as in the example. Click on CLOSE to view other tests results.
.
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Step 5 Test History
To view the Test history click on the Test History file.
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Here you can see a list of the previous tests that have been done on this asset. To view
the details click on the ‘here’ hyperlink against the historic test details you want to view.
NB: It is also possible to view the test History on an asset without having to run a KBD
test by clicking on ‘View KBD Test History’ in Eco plus.
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Below is a an example of what a working service looks like. If no further diagnostics are
required then click on the ‘NO’ radio button.
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Step 6 Further Diagnostics
If further diagnostics are required then clicking on the ‘YES’ radio button will generate
more questions to take you into further diagnostics.
You will be need to progress through the structured questions and then ‘SUBMIT’ to
enter your answers.
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You will then be asked whether any Home Environment tests have been done ( CPE
Customer premises equipment)
Once all the appropriate questions have been answered ‘SUBMIT’ your fault for further
diagnostics.
To log out of KBD click on ‘CLOSE’ in the top right hand corner of the screen.
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Step 7 Logging out of KBD
You will need to confirm that you want to exit KBD by clicking on ‘YES’
KBD will close down and you will have the option on eco plus whether you want to
Report a fault. ( See Section 4)
NB: If you close KBD before clicking on ‘SUBMIT’ your answers will not be saved and
may have to run the test again.
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4 Fault Reporting
This section covers the „Fault Reporting‟ functionality and provides a step by step
guide demonstrating how to use eCo Plus to search for an order, and subsequently
raise a fault. Contained within the fault reporting process is a structured questions
element which is designed to investigate your issue and determine a root cause. If
there is no fault found on the BT network or with BT, and an engineer appointment is
scheduled, please note that you may incur charges.
Please note, if a fault has already been placed against your asset, you will not
be able to raise a new fault against the asset until the previous fault has been
closed.
NB: It is mandatory that a KBD test is done before a fault can be reported.
The process flow below details the steps that need to be completed before a fault can
be submitted to BT.
Step 1 Report a fault
Log onto eCo Plus via www.btwholesale.com as shown in Section 2.Once you are in
the „Customer Zone‟ within eCo Plus, click ’Report a fault’ to report a fault with EUA
for WBC.
Alternatively you can use the ‘Quick Start’ facility
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NB: If using the „Report Fault‟ facility then you will need to select an account then
search for your asset.(See Section 2).
Step 2 Select KBD fault
NB: It is mandatory that a KBD test is done before a fault can be reported.
Once you have entered your BBEU number you will be prompted to select a fault type
The Diagnose Fault option is no longer available and if you do try to use it you will get
the following error message:
The ‘Diagnostic Fault’ functionality is no longer available , please use the
KBD option.
Step 3 Submitting a KBD fault
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Step 4 Confirm KBD run within 2hrs
Once the KBD option has been selected you will be asked to confirm that the circuit
has been diagnodsed in the last 2hrs.
If it is more than 2 hours since a KBD test was last done, then a new test will need to
be initiated.
If you select the ‘NO’ option you will see the screen below and will be prompted to go
back and Initiate KBD
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Step 5 Not able to Execute KBD
If the ‘Not able to Execute’ option is selected the following screen will be displayed:
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If the ‘Individual Circuit Failure’ ( KBD problems with only 1 one asset) option is
chosen you will need to give a brief description of the issue. An error message will
appear if you try to move on without entering a description. The red asterisk means that
the field is mandatory.
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If the ‘KBD System Failure’ ( KBD Down) option is chosen the KBD test will be
bypassed and you will be able to report your fault.
Step 6 Reporting a KBD fault
Assuming that your service has had a KBD test in the last 2 hours, click on ‘Yes’ and
‘NEXT’
NB: This will not be allowed if the KBD outcome code indicates that CCSFI is
NOT offered for this outcome.
Please refer to FTTP/FTTC Best Practice Guide for a list of KBD outcome codes (see
the link below)
http://www.btwholesale.com/pages/static/Applications/Faults/knowledge_based_diagn
ostics.html
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Select ‘Yes’ from the dropdown if you want CCFSI ( Customer Controlled Special
Faults Investigation)
By selecting the ‘NO’ option BT Wholesale will be triggered to initiate further
diagnostics.
For this training we are following the ‘NO’ option and will cover CCSFI appointments
later in this Report a Fault section.
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Click on the calendar icon to select the date for when the service was last working ok.
Click on ‘SAVE’ then ‘NEXT’
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Step 7 Fault Placement : Structured Questions
The Fault Placement : Structured Questions screen is displayed.
Please progress through the structured questions and be as accurate as you can. You
will be provided with drop down options relating to the questions and where necessary
a free text field will be made available for you to populate specific information
regarding the question and your fault.
NB: Questions with an asterisk are mandatory.
Select whether the service be taken for testing
Once you have provided a response to a question, click ’NEXT’ to move onto the next
question. At any time during this process, you have the option to go to „Previous
screen‟ or „Cancel.‟
NB: Non intrusive testing does NOT take the circuit out of service but intrusive
testing will.
The structured questions follow a particular path which is as a direct consequence of
your previous response. This is designed to establish the root cause of your fault by
eliminating certain possibilities and checking specific statements and will enable the
system to diagnose your fault accurately.
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Enter Technical Assistance Service desk details then click on ‘NEXT’
Enter End User contact details then click on ‘NEXT’
Enter additional contact information then click on ‘NEXT’
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Step 8 Additional Structured Questions
Once you are at the stage as detailed in the screen shot below, the „Raise fault‟
navigation through Eco plus is detailed on the screen. The current stage is highlighted
detailing the stages you have covered and to be completed.
In the screen shot below, the navigation explains that you are currently within the
„Diagnostic Tests‟ stage, having covered the „Pre line structured questions‟.
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Step 9 Enter access details
Step 10 Enter site hazards
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Step 11 Submitting a Fault
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Step 12 Create a Fault Report
You can enter your own reference to search by or use the Service reference to
search for the fault report via track fault details.
Eco plus defaults the contact details to the person that has raised the fault but the KCI
contact can be changed at this point by clicking on ‘change contact’ link.
Please tick the box at the bottom of the page to show that you have read and
understood the possible charges that may be incurred then click on ‘SUBMIT’
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Step 13 Fault submitted
The BT reference number that is generated is unique to the fault that you have
reported and can be used to track your fault.
Please note, if a fault has already been placed against your asset, you will not be able
to raise a new fault against the asset until the previous fault has been closed.
The „Associated Faults’ button enables you to see if any faults have been raised
against the asset.
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5 Submitting a CCSFI Fault
Let‟s now look at how you would raise a fault if the KBD outcome code allows you to
request CCSFI (Customer Controlled SFI).
CCSFI allows you to arrange for a SFI engineer without having to do further
diagnostics.
Please note the CCSFI offering is not available for FTTC or FTTP at this time.
Go to FTTP/FTTC Best Practice Guide for a list of KBD outcome codes
http://www.btwholesale.com/pages/static/Applications/Faults/knowledge_based_diagn
ostics.html
Step 1 Selecting CCSFI Option
Select ‘Yes’ from the Dropdown if you want CCFSI ( Customer Controlled SFI)
then click on ‘NEXT’
Page 51 of 120
Click on the calendar icon to open the Calendar applet. When you have selected the
date click on ‘SAVE’ to close the applet and move on with reporting the fault.
Page 52 of 120
Step 2 Access Details
Page 53 of 120
Step 3 Contact details
All the fields which have a red asterisk are mandatory and error messages will appear
if the fields are not filled in.
All the options in the ‘Select Modules’ field will be selected by default. If some or
none of the options are selected then you will see this error message:
“The mandatory modules have not been selected. Please select to continue”.
Once all the information has been populated click on ‘NEXT’
Page 54 of 120
Step 4 Making an Appointment
Click on the calendar icon to open up the calendar applet.
Select the date and appointment slot required and click on ‘OK’ then click on
‘CONTINUE’
Page 55 of 120
Step 5 Create Fault Report
Fill in all Mandatory fields then click on ‘NEXT’
Page 56 of 120
The fault has been submitted and a fault reference gernerated. You can use this
reference to track your faults .
Page 57 of 120
6 Reporting a fault when KBD is not available
Before a fault can be reported a KBD test has to have been done within the last 2 hours.
Sometimes you will not be able to do this due to a system fail.
Follow the steps below to report a fault when you are unable to initiate a KBD test
due to a fault with the system.
Step 1 Report a fault
Navigate to the Customer Zone Page and click on ‘Report Fault’.(Section 2)
Select ‘KBD Fault’ as Diagnostic Fault is no longer an option.
You will be provided with drop down options relating to the questions and where
necessary a free text field will be made available for you to populate specific
information regarding the question and your fault.
At any time during this process, you have the option to go to „Previous screen‟ or
„Cancel.‟ Once you have provided a response to a question, click ’NEXT’ to move
onto the next question.
Once you have completed the structured question and reach the point in the journey
as detailed in screen shot below, please select ’NEXT’ to complete your „Fault Report‟
or select Cancel to exit.
Select KBD fault then click on ‘NEXT’
.
Page 58 of 120
Step 2 Not able to excecute KBD
Please select ‘Not able to execute’ to bypass KBD testing then click on ‘NEXT’
You will be asked if there is a System fail or if there is an individual circuit failure.
If you are having problems doing a KBD test with only one of your servicesthen this
would be an individual circuit failure. If you were having problems testing a few of your
services then there could be a KBD system failure.
Select the appropriate option then click on ‘NEXT’
Page 59 of 120
Click on the calendar icon to open the calendar applet. When you have selected the
date click on ‘SAVE’ to close the applet and click on ‘NEXT’ to move on with reporting
the fault.
Page 60 of 120
Step 3 Structured Questions
Select the oppropriate option.
NB: Non intrusive testing does NOT take the circuit out of service but intrusive
testing will.
Page 61 of 120
From this point you can chose which fault report is being reported. For example we
are using No synch in this training pack .
Page 62 of 120
Step 4 Technical details
Enter Technical details and then click on ‘NEXT’
Step 5 End User contact details
Enter End user contact details then click on ‘NEXT’
Page 63 of 120
Step 6 Secondary Contact Details
Enter secondary contact details then click on ‘NEXT’
Step 7 Additional Information
Enter additional Information then click on ‘NEXT’
Page 64 of 120
Page 65 of 120
Step 8 On site hazards
Enter any on site hazards then click on ‘NEXT’
Step 9 Access Details
Enter access details then click on ‘NEXT’
Page 66 of 120
Step 10 New hazards
Enter any new on site hazards then click on ‘NEXT’
Page 67 of 120
Step 11 Fault Submitted
Page 68 of 120
Step 12 Create fault report
Fill in the fault description.
You will need to agree to pay the charges before you can ‘SUBMIT’ the fault.
Page 69 of 120
The fault has been submitted and a fault reference gernerated. You can use this
reference to track your faults .
This concludes the report fault journey
Page 70 of 120
7
How to use eCo Plus to Track a Fault
This section covers the Track Fault functionality and provides a step by step guide on
how to use eCo Plus to track faults.
Step 1. Track Faults
Once you are logged into eCo plus, from the Customer Zone you need to click on
‘Track a Fault’ or search via ‘Quick Start’ which will then take you to where you can
search for your asset.
Please note that searching against all accounts will take longer than searching against
a single account.
Various search criteria is available for you to search your order. You can search for
part of a number or reference by using an asterisk (*) as a wild card (e.g. Service
reference „0123*) will search all instances where the Service reference begins with
„0123‟). You can also search orders against an account by clicking on the radio
button to the left of the account name.
Page 71 of 120
The screen below follows raise fault journey by using the using the search function in
track faults, similar to the provision journey. Please fill in the search criteria, and then
click ‘search.’
The faults that you have searched for in the selected accounts will be listed in the
screen. For a new search on a different account, please choose the account and click
„New Search‟.
By clicking on the service reference, you will be taken to the Fault Details screen
where the details of your fault, plus any notes or updates can be seen.
Step 2 Search Perameters
Enter your search perameter and click on ‘SEARCH’
Page 72 of 120
Enter your search perameter and click on a ‘BT reference’ hyperlink to drill down into
the fault details
Refer to dropdwn as it can filter the fsault that you‟re looking for & mention that the 110 you can scroll across
Change powerpoint to show an open fault
Scroll down the Fault details screen to Fault Status
Page 73 of 120
Step 3 View service details
From the Track Faults page you will also have the capability of searching the „Service
Details’.
Page 74 of 120
The Service Details screen will show you all the attributes on your asset as shown
below:
BBE00014370
Page 75 of 120
8 How to use eCo Plus to Amend a Fault
This section covers the Amend Fault functionality and provides a step by step guide
demonstrating how to use eCo Plus to amend a fault.
Please find the list of amendable parameters for Trouble Ticket below:










The contact number for the Communication Provider's Technical Assistance
Service Desk.
The contact availability times for the Communication Provider's technical service
desk.
The End User Primary Contact's Name.
The End User's Primary contact Telephone Number.
The best contact times for the primary contact.
The End User's Secondary contact's Telephone Number.
Any additional contact information.
Access arrangement details.
Any new Site Hazards that our Engineers should be made aware of.
Structured questions pertaining to the fault.
Step 1. Locate your Fault
Once you are logged into eCo plus, from the Customer Zone you need to click on
‘Track a Fault’ or ‘Quick Start’ to search for your asset. See Section 2
Page 76 of 120
Enter your search perameter and click on ‘SEARCH’
Click on the ‘AMEND’ button to amend fault details.
Open
Page 77 of 120
Step 2 Amend Fault Details
The Amend Fault Details screen will be displayed . You will then be taken though
some of the details that you submitted when you originally raised the fault.
If a question requires no change, click ‘NEXT’ to move onto following question.
If amendment is required, make the necessary change then click ‘NEXT’ to move onto
the next question.
At any time during this process, you have the option to go to „Previous screen‟ or
„Cancel.‟
Certain amendments may incur extra charges for the Customer for work already
carried out. Please check CAPC (if not already checked) and ensure that the
Customer is advised of the possible charges.
Please put a tick in the box confirming that you have the correct delegated authority to
progress the fault amendment on behalf of the Communications Provider.
By putting a tick in the box as shown below, you agree to pay the repair charges if the
network or equipment failure turns out to be a non-BT fault.
Please check the box and click ‘NEXT’ if you accept the possible charges. Otherwise
click Cancel to return to the Fault Details without making any changes to the details.
Click ‘NEXT’ to continue.
Page 78 of 120
Step 3 Accepting possible charges
Please check the box and click ‘NEXT’ if you accept the possible charges. Otherwise
click Cancel to return to the Fault Details without making any changes to the details.
Click ‘NEXT’ to continue.
Page 79 of 120
Step 4 Complete Amendments
Step 5 Amendments confirmation
Page 80 of 120
9 How to use eCo Plus to Cancel a Fault
This section covers the „Cancel Fault‟ functionality and provides a step to step guide
demonstrating how to use eCo Plus to cancel a fault.
Step 1. Locate your Fault
To locate the fault you intend to cancel, please follow the process as described in
Section 5: „How to use eCo Plus to Track a fault‟
Step 2. Cancel Fault
The Fault Details screen is displayed where the details of your fault, plus any notes
or updates can be seen. To cancel fault on the selected asset, click ’CANCEL.’
Please see below a list of cancellation reasons that are available on the drop down list
in the fault cancellation journey.
Page 81 of 120
Access problems
Incorrect line reported
Fault Location changed
Line being ceased
Fault no longer exists on
line
Wrong Asset Number
Reported
Circuit Now Working
Problem on Customer
Cost implication
Equipment
Please do not select ‘Notes’ as a cancellation
reason
Incorrect Service ID
reported
Please note, that if your fault has now progressed to a stage where agents may be
working on it, a cancellation is likely to incur extra charges. Please check CAPC (if not
already checked) and ensure that the Customer is advised of the possible charges.
Please select your „Cancellation reason‟ from the drop down menu and put your
reason for rejecting the fault in the free text field as circled in the screen shot below.
Step 3 Cancellation reason
Select a reason for cancelling the fault from the dropdown menu.
Page 82 of 120
Enter a cancellation note and click on ‘SUBMIT’
Circuit now working
Circuit now working
Page 83 of 120
Step 4 Cancellation confirmation
This is the confirmation screen you will get once the cancellation has been submitted.
Page 84 of 120
10 How to use eCo Plus to Close a Fault
This section covers the „Close Fault‟ functionality and provides a step by step guide
demonstrating how to use eCo Plus to search and close a fault.
Step 1 Click on Inbox
Log onto eCo Plus via www.btwholesale.com as shown in Section 2, then once you
are in the „Customer Zone‟ within eCo Plus, click ’Track Faults ’ or search via ‘Quick
Start’ to track what action is required by you to subsequently close a fault with EUA
for WBC.
Page 85 of 120
Step 2 Action required
You Inbox screen is displayed. You can view „Web Queries‟ on this page which list
responses to the queries you have raised. The Action required section is defaulted to
„Orders‟ and lists items that require your attention.
To see what Fault related actions that are outstanding and require attention, click
‘Faults.’
Page 86 of 120
Step 3 Close Fault
If any action is required by you, there will be a line item under the ‘Action required’
section detailing the fault‟s BT reference.
Please note that by clicking the BT reference number hyperlink as shown in screen
shot below, you will be taken to the Fault details page.
Any updates pertaining to your fault can be located in the updates area.
To return to your ‘Inbox’ from this page, please return to the „Customer Zone‟ and
click ’Inbox’ as detailed in Step 1 of this section, then repeat the process to this point.
Page 87 of 120
Here you have the option to either „Accept‟ or „Reject‟ resolution of the fault. To accept
that the fault has now been resolved, click ‘ACCEPT’. Please note that there is no
further confirmation required from you once you have clicked the ‘ACCEPT’ button.
The fault would have been accepted as being resolved, and you will be returned to
your Inbox screen with the fault removed.
Page 88 of 120
You can view details of your fault by using the Fault Tracking functionality. The Fault
Status will be „Open – Cleared‟. For information on how to utilise the Fault Tracking
functionality, please refer to Section 5 of this document. Your fault will be closed
automatically in 2 hours and the Status will be „Closed – Completed‟.
Please note that if you accepted the fault in error, you will need to fully raise the
fault again as a new fault, but only after 2 hours as described above where the
Status would have changed from ‘Open – Cleared’ to ‘Closed – Completed’ as
shown in the screen shot below.
You can view details of your fault by using the „Fault Tracking‟ functionality. The Fault
Status will be „Open – Cleared‟.
For information on how to utilise the Fault Tracking functionality, please refer to
Section 5 of this document.
Page 89 of 120
11
How to use eCo Plus to Reject a Fault
This section covers the Reject Fault functionality and provides a step by step guide
demonstrating how to use eCo Plus to search and „Reject‟ a fault.
This section covers the „Reject Fault‟ functionality and provides a step to step guide
demonstrating how to use eCo Plus to search and reject a fault.
Step 1 Inbox
Log onto eCo Plus via www.btwholesale.com as shown in Section 2, Step 1 login as
detailed on page 9. Then once you are in the „Customer Zone‟ within eCo Plus, click
’Inbox’ to track what action is required by you to subsequently reject a fault with EUA
(End User Acess) for WBC. Alternatively you can search via ‘INBOX’ or ’Track
Faults’ using the Service ID reference number.
Page 90 of 120
Step 2 Reject Fault via Inbox
You Inbox screen is displayed. You can view Web Queries on this page which list
responses to the queries you have raised. The Action required section is defaulted to
„Orders‟ and lists items that require your attention.
To see what Fault related actions that are outstanding and require attention, click
‘Faults.’
If any action is required by you, there will be a line item under the ‘Action required’
section detailing the fault‟s BT reference.
Please note that by clicking the BT reference number hyperlink as shown in screen
shot below, you will be taken to the Fault details page.
Any updates pertaining to your fault can be located in the updates area.
NB: You are responsible for managing your Inbox.
MCO (Manage Customer Order) for accepting or rejecting excess charges that are
greater than the customers provided limit .
We suggest you action these within 72 hours to either accept or reject.
Page 91 of 120
To return to your ‘Inbox’ from this page, please return to the „Customer Zone‟ and
click ’Inbox’ as detailed in Step 1 of this section, then repeat the process to this point .
Step 3 Track Fault
Navigate to Customer zone and click on ‘Track Fault’ enter the Service ID and
select „Open‟ as the status to refine your search
Page 92 of 120
Click on the BT reference hyperlink
Page 93 of 120
Step 4 Rejecting a fault via the ‘Track Fault’ screen
The fault details screen will give you the option to Reject or Accept the clear on your
fault and it‟s also telling you that if you reject this fault then you will be offered an SFI
appointment.
Page 94 of 120
When the ‘Reject’ button is clicked in either the ‘INBOX’ or ‘TRACK FAULT’ search
you will be asked to give a rejection reason.
Step 5 Entering a rejection reason
Select the rejection reason and add rejection notes if required then click ‘OK’
Page 95 of 120
Select the modules you require
NB: NETWORK and FRAMES are Mandatory.
Page 96 of 120
Step 6 SFI structured questions
Select whether co-op is required and enter the Contact name and telephone number
and any useful additional information then click on ‘NEXT’ to continue
Page 97 of 120
Step 6 Booking a SFI apppointment
Click on the calendar dropdown to open up the appointment calendar
Select the date required and then click on ‘SAVE’
Page 98 of 120
Click on the ‘Appointment slot’ dropdown to open up the available timeslots
Select the timeslot you want by clicking on the radio button.Then click on ‘OK’
Page 99 of 120
This screen tells you that your request has been successful. Click on ‘CONTINUE’
Step 7 Appointment is confirmation
Page 100 of 120
You can view details of your fault by using the Fault Tracking functionality. The Fault
Status will be „Open – In Progress‟ confirming that your fault is now with BT.
The same fault process will apply as before. BT will perform diagnostics and may
contact you via your „Inbox‟ under the „Action required‟ section.
If a SFI has been raised in error and you want cancel it, go to the fault details screen
and click ‘CANCEL SFI’. This button will only be visible if a SFI has been booked.
Step 8 SFI cancellation confirmation
Once a SFI has been cancelled you will see the cancellation confirmation screen.
Page 101 of 120
12 Initiate DiagnostIcs
This section covers how to carry out standalone tests on a particular asset and view test
results before raising a fault.
BB Network
Check
Policy manager
test
Consistency
check
Radius Log
Check
DLM data
xDSL Copper
test
Network
Incident check
xDSL IP Test
PTTR analysis
xDSL Status
check
Step 1 Initiate fault Diagnostics
From the „Customer Zone‟ page, please click ’Initiate fault diagnostics’ to carry
out a diagnostics test.
Page 102 of 120
Step 2 Select Account
The Inventory Search screen is displayed. From this screen you will first need to
select the relevant account from the account list
Page 103 of 120
Step 3 Asset Search
Once you have selected the account.You will need to carry out either an asset or
Directory Number search. Enter the asset identifier into the Service Reference
field and select ’SEARCH’
Page 104 of 120
Step 4 Initiate Diagnostics
If you want the capability of running a Self Serve test on your service then click on
„INITIATE DIAGNOSTICS’
Refer to Section 3 of this document for information on the „Initiate KBD‟ button.
NB: This test is mandatory prior to raising a fault.
For information on the „Release PPP session‟ button as shown in screen shot
below, please refer to Section 7 of this document.
Page 105 of 120
Step 5 Initiate Diagnostic Test
Once prompted with the Initiate Diagnostic Test screen, select the relevant Line Test
Category that reflects your fault from the drop down list. Once you have selected a
particular test, click on the „NEXT’ button.
NB: The ‘Diagnose Fault’ option is no longer supported.
Page 106 of 120
You will see this screen after you have selected the test that you want to do. The
message on the screen advises you that your test results can be viewed after
15minutes.Click on ‘NEW TEST’ to initiate another test or ‘Continue’ to go to the
Customer Zone page for the option to view your tests results.
Page 107 of 120
Step 6 Test Results Page
To search for the tests results against your asset click on ‘View results BT Service ref’
via ‘Customer Zone’. If you want to search for results on all the assets on the account
rather than a single asset then click on ‘All Results’.
Page 108 of 120
Step 7 Search for results
To search for the results on a single asset enter your Service Reference ID
then click ‘SEARCH’
BBEU00021481
Page 109 of 120
All the tests that have been performed on that asset will be shown. Select the test you
want to look at by clicking on the radio button.
Each time you select to view a different test the ‘Test Outcome Details’ reference
number will change. Click on this reference to view the test results of the chosen test.
NB: Although there is a raise fault button you will not be able to use as it is no
longer available.
Page 110 of 120
13 Examples of Test Results
BB Network Check
Network Incident Check
BBEU00021481
Page 111 of 120
XDSL IP Test
BBEU00021481
Page 112 of 120
XDSL Copper Line Test
BBEU00021481
Page 113 of 120
RADIUS Log Check
XDSL Status Check
BBEU00021481
Page 114 of 120
Policy Manager Test
Consistency Check Test results
Page 115 of 120
PTTR analysis
BBEU00021481
DLM Data
BBEU0002148
1
Page 116 of 120
14 Ordering Access
Step 1. Register and be aligned to a BT Line of Business (BT Wholesale)
You must contact Wholesale Client Reception Team either by phone (0800 671045)
or email [email protected]. The Reception team checks that you are a bona fide
entity (credit checks etc) and assigns an Account Manager.
You must have a Legal Entity. BT creates a Customer Account. Before Products can
be ordered, a Billing Account needs to be created, containing information on Contacts,
Billing Address etc. This will be done by BT Wholesale Billing on receipt of the
necessary information (this will normally come via the Account Manager)
This stage of the process could take a week, but depends on the size and complexity
of the relationship.
Step 2. Register on BT Wholesale
www.btwholesale.com is the portal to access eCo Plus, and Users must log in via it
first.
Register by going to www.btwholesale.com clicking on the Register link, and going
through the online registration process which is intuitive.
An email will be sent to confirm successful Registration. Help can be obtained via
links off the website. This stage of the process is more or less immediate.
If you are already a BT customer or have just completed steps 1 and 2 you can now
complete step 3.
Step 3. eCo Plus Registration
To be able to Order 21CN Products online, Customers must Register for eCo Plus.
There is a link off www.btwholesale.com to do this, however first Customers must
nominate Gold Users(s) who will be given certain admin rights and will vet additional
Users within the Customer‟s Organisation.



The Gold User(s) names / contact details should be provided to BT via the BT
Product Manager / Account Manager
Gold Users can, when advised, apply for eCo Plus access by following the
Instructions shown below
Gold User(s) will receive confirmation that they have access and can now log
onto eCo Plus
Page 117 of 120


Additional Users should follow the same process below, however Gold Users
will be given admin rights to authorise Additional Users to see that Customer
Account
Additional Users will now be able to log in to eCo Plus
Step 4. My Admin
MyAdmin gives you the ability to manage access requests; delete users and deal with
password re set for key BTW systems. This gives you control of who can access your
information and is managed by nominated administrators within your own
organisation.
The benefits of this are greater control over access, improved security and time saved
waiting for BTW to deal and access is 24x7.
Things to consider...





You will not be able to get set up for eCo Plus without My Admin
Costs due to time wasted waiting for BTW to deal with password re-sets etc ..
Increased security issues with staff leaving and still having access to your
information.
http://www.btwholesale.com/pages/static/Applications/Orders/myadmin.html
To request access
o Log into www.btwholesale.com site
o From Customer Zone, select Subscribe to Other Applications.
o Page down and select My Admin
o Complete on line application
Step 5. Instructions to apply online be for eCo Plus (All Users)
Please note that you will need to have your company admin's via 'MyAdmin'
application.
You will need to specify your companies CUG/ Account ID which you get from your
Customer Relationship/ Account Manager.

User logs onto www.btwholesale.com and Customer Zone page will be
displayed.
 Click on „Subscribe to other Applications‟
 On the Enhanced Services page, beneath the „Manage Orders‟ menu, click on
„Eco Plus‟
 Check the request this resource box against „Eco Plus‟
 In „Additional Information‟ give justification for why access is required which will
help Admin validate the request
 Click Ready
Page 118 of 120




User will receive on-screen confirmation & an automated email confirming the
request has been submitted & provisioning of access will take up to 24 hours
NOTE „Additional Users‟ will not get access until enabled by their Gold Users
as mentioned on the previous page
User logs into www.btwholesale.com, clicks on Eco Plus from their Applications
menu and can now Order 21CN Products and Services
To register a User typically takes 1-2 days. Several Users could be registered
simultaneously but large numbers will take longer
Page 119 of 120
Disclaimer
eCo Plus is still in development and as a result, there may be functionality or buttons
that do not currently apply when ordering WBC (Wholesale Broadband Connect). BT
would appreciate your support and understanding during this time. Please report any
problems to your Account Manager.
Any prices shown on the screen shots within this training guide was taken for test
purposes only and do not represent a cost model for this product.
Document History
Issue Number
Reason for update
Updated by
Date
Issue 1
First Issue (Release U )
BT Wholesale
1 March 2011
Page 120 of 120

ECO PLUS: WBC (FTTX) FAULT REPORTING TRAINING GUIDE

Transcription

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