FTTP Industry Process Group - Openreach · 2008-04-11 · No Process impact. Billing Ops generate Bill and send it to CP. Openreach. Openreach validates the Order and progresses

Fibre ProductsIndustry Process Working Group

10th April 2008

www.openreach.co.uk/orpg/products/nga/nga.do2

Disclaimer• It should be noted that the proposals for the products outlined in this

slide-pack represent Openreach’s current view of those products at the time of publication. These proposals may change through further development and feedback.

• The purpose of this slide-pack is to provide additional information to support CP development initiatives. It does not represent a finalised definition/specification of the products. Any developments carried out by CPs based on the contents of this slide-pack are entirely at the CP’s own risk.

• © British Telecommunications plc 2008


Agenda• Welcome

• Process Update & FTTP GEA Product Process Design for Ebbsfleet - R900

• Process (CP interfaces) & T2R Portal User Journey

• SoR Process & External Information Points

• Walkthrough of Service Framework / SLA proposals

• Next steps

• Close and Review

FTTP GEA Product Process Design -

R900

Draft 1.2


R900 - FTTP Change Requests (Target)• 100Mbit PIR Option - L2C

• Multiple ONTs In the Field - T2R

• Number Portability Requirements for FTTP - L2C

• FTTP Dialogue service such as MNA/MNPA - L2C

• Active Circuit & Transfer of CP in FTTP GEA - L2C

• Complaints & Escalations for GEA and FIRS - L2C & T2R

• GEA-OLT Connectivity Link - L2C

• Provision of a third PON - No process impact


BT Firewall

CPImpacted Component

Address Matching

DS

OR Portal

CP place order with below GEA package- ‘10/2Mb up to 100Mb PIR’

No Process impact Billing Ops generate Bill and send it to CP

Openreach

Openreach validates the Order and progresses it as BAU Process for FTTP Provide Order. Openreach updates CP with appropriate KCI’S

100 Mbits PIR option


BT Firewall


Address Matching

DS

OR Portal

CP identifies that TR is in Openreach network

Raise TR via portal

SQ modified to identify the ONT type (HG850 / HG863) and further questions modified based on ONT type

Openreach

Openreach updates CP with appropriate KCI’S as Resolution progresses

TR would progress as per BAU for FTTP T2R Process

Multiple ONTs in the field


BT Firewall


NPSC team

Openreach Backend Systems

CP request Number Export via fax, email or EDI as BAU

NPSC team validate the request using CSS data.Accept / Reject with in 24 hrs

CP (BTW / BTR) receive number export notification (AoT) via CSS activity

If request accepted then CPs engineer request for activation on CRD

NPSC progressess the order in laison with CP and OR FTTP Backend systems.BTO will notify the CP (BTW / BTR)

BAU Process followed

Note:

BTW & BTR should record the GEA numbers in CSS like other product number.

Number Porting team will validate using CSS data.

All notification to BTW / BTR via CSS activity as EMP has no visibility on numbers

Number Portability Requirements for FTTP


BT Firewall


Address Matching

DS

OR Portal

MNADS

CP will access MNA dialogue services to obtain network availability details

Input : ALK

Output: <ONT id><OLT location id (1141)>< Port id> <Port status> <

CVLAN id>

No Process impact

Openreach

Order Placed in OR Portal with ONT Details

Order progresses as BAU Process for FTTP

Openreach updates CP with appropriate KCI’S as Resolution progresses

FTTP Dialogue service such as MNA/MNPA


Cease charge needs to be refund

KCI2– Order Committed- CCD- Service Id- CVLAN id- Port id

KCI3 – Order Completed- Service Id- Billing Account Id- Completed Date- CVLAN id-- Port id

Email

Portal

CP receives KCI messages of transfer order progression

Complete the orders in Siebel and send billing

spread sheet

Losing CP

Openreach

SMC

CP mails SMC for CP Transfer

DUNS idInterconnect Port IdBilling Account IdOrder TypeMACPort idGEA – packageCVLAN id

OR Systems

Place ‘Cease’ order in Siebel &

Phoenix

OR systems

SMC validates MAC and identify the

service id

NMS

Cease the existing service and

configure new service as per transfer order

KCI1 – Order Acknowledged- Order Reference

SMC

Send MAC to CP

EU contacts current CP and request MAC

SMC

CP requests SMC for MAC

SMC manage Cease order and Transfer order together

Gaining CP

Portal / Email

CP receives KCI messages of cease order

Phoenix

Complete cease order in Phoenix and place provide order

and complete

EU obtain MAC and provide the same to gaining CP

1

2

3

4

5

6

7

8

9

10

11

12

Note:SMC will maintain a list of MAC CodesThis scenario expected to be very low volumeFor Day1

Transfer & ACT – CP Transfer (1 of 2)


Email

Portal

CP receives KCI messages of transfer order progression

Complete the orders in Siebel and send billing

spread sheet

Losing CP

Openreach

SMC

CP sends a mail to CMC for an Active Circuit

Takeover(WLT)

DUNS idInterconnect Port IdBilling Account IdOrder TypePort idGEA – packageCVLAN id

Email

Request losing CP to place the

cease order

Siebel/ Phoenix

SMC identify the CP of existing service

NMS

Cease the existing service and

configure new service as per transfer order

EU contacts current CP and request GEA

service

Portal

CP identifies that previous EU

does not cease the service

Gaining CP

Phoenix

Complete cease order in Phoenix and place provide order

and complete

Note:This scenario expected to be very low volume as CP should place cease order when legal occupant (bill payee) is changing.

This scenario is valid only when legal EU moved without notifying the CP

KCI1, KCi2 & KCI3 will be sent for both cease & transfer order

Portal / Email

Complete validation of cease

order and place cease order in

Phoenix

Portal / Email

CP place the cease order or reject if it is not

valid

Portal

CP receives KCI messages of cease order progression

Transfer & ACT – Active Circuit Takeover (2 of 2)


Impacted Component

Service Management

CMC take necessary action to close the complaints / escalation

No OSS impact

Complaints & Escalation

Team

CP

CP lodge the complaints to Openreach CI team as BAU CI team will route the

complaints / escalations to CMC manager

CI team assign the complaints to CMC contact

Complaints & Escalations for GEA and FIRS


GEA-OLT Connectivity Link (1 of 2)

CP

OR Work Group

CRF

CP identify the need for Interconnect port at handover location

CP completes CRF to place the order for Interconnect port

KEY Details:CP Name

DUNS idBilling Account numberHand-over point LocationOrder TypeCRD (not more than 25 days)Connection Termination PointPatch Panel if AnyPhysical Interface(e.g: FC/PC, Dual LC)

CMC receives CRF via email and validate the CRF

CMC sends billing record and notify CP with Interconnect port id

CMC co-ordinates P&B Activites and configures SVLAN on the switch

OR SYSTEMS


GEA-OLT Connectivity Link (2 of 2)

External Network

28dB max

Shared Bandwidth

End User

32 way split GPONOLT

End UserInterface -10Mbit/s100Mbit/s1000Mbit/sEthernet

GPONOLT 32 way split

Openreach GEA Product variants• GEA Data Product• GEA Voice Enablement Product• GEA CP GigE Port Product (includes fibre connectivity)

ONT 1

ONT 32

Port 1

Port 4

Port 1

Port 4

NGA Hand-OverNode

ExistingProducts

BES

ONBS

Optical interfaces -1 Gbit/s or 10 Gbit/s

CP 4Remote

nonBT building

Fibr

e Jo

int

CableLink

CP 3Remotedifferent

BT building

CP 1In same

BT building

CP 2Outside

BT building

HO

Fra

me

HO

Fra

me

CP Flexibility point

Process – CP Interfaces

David Palmer


L2C CP & Openreach Touch Points


T2R CP & Openreach Touch Points

T2R Touch Points – Portal User Journey

Narottam Gupta

Sample Slides for Information Only - Subject to Change

Openreach Portal

Raise Trouble Report & Track Trouble Report

User Journeys

– Sample SlidesAuthor: Narottam Gupta

www.openreach.co.uk/orpg/products/nga/nga.do

Sample Slides for Information Only - Subject to Change 20

This presentation is designed to introduce you to the Openreach Siebel application which is intended to incorporate the GEA ordering and tracking processes in as user-friendly fashion as possible.

The following screen slides provide an outline of the main navigation screens which will help you to complete your ordering requirements.

Further details will be provided prior to launch of GEA on this ordering application.



Raise Trouble Report User Journey

Create Trouble Report

Structured Questions

Submit Trouble Report

Capture Trouble Report Details

Asset Selection



Customer zone hub page

On the Customer zone hub page you can select to Create a Trouble

Report in one of two ways:

•Clicking on the ‘Trouble Reports’

navigation hyperlink ( )

•Clicking on the ‘Place Trouble Reports’

hyperlink ( )

Clicking on either of these hyperlinks will navigate you to the Fault Splitter Page.

From the Openreach Portal, you can launch the Customer Zone hub page.

1

2

1

2

Asset Selection



Asset Search pageYou can begin to Raise a Trouble Report from the ‘Check and report Trouble Reports’

page.

To Raise a Trouble Report, click on the ‘Diagnose Fault’

button. This will take you to the Asset Search page displayed below:

Asset Selection

Finally, click to display the results of the Asset search.



Search Result & Inventory Details page

Upon drilling down on the Service reference, the Inventory Details page will be displayed.

1Clicking on the ‘Diagnose/report fault’

button ( ) will navigate you to the Raise Trouble Report page. 1

The Search Result page will display the asset.

Create Trouble Report



Clicking on the ‘Diagnose/report fault’

button will navigate you to the Raise Trouble Report page (Shown below)

Create a Trouble report Page

•Complete the Trouble Report details.

Mandatory Fields are:―TR Description―CP Contact Details

•Use the TR Description field to provide the list of possible appointment slots to request for EU appointment if required.

•Click on the button. It will navigate you to Structured Questions page

Capture Trouble Report Details



• Based upon the answers to the structured questions the subsequent questions displayed will be different.

• click on to display the remaining questions

Structured Questions page Structured Questions



•click on to display the remaining questions

•You can click on the button to return and edit any of the previous answers

•On completing the final set of questions, a summary page will display all answers given and resulting SQC

•Click on to display the Fault summary screen.

Note: please review and edit any answers necessary prior to clicking on

as this will be the final opportunity to amend your answers.

Structured Questions page Structured Questions

•clicking on will bring you to the Trouble report summary page



Upon completing the Structured Questions, you will be navigated to the Trouble report summary page where the all fault details captured earlier will be displayed again.

Upon clicking on mandatory field and format validations will be performed. Any fields which fail validation will be displayed as part of the error message below:

Click on to edit the data displayed prior to submitting the Trouble Report.

Click on to return to the Customer Zone Hub page without creating the Trouble Report.

Click on to submit the Trouble Report

Trouble report summary page Submit Trouble Report

At the bottom of the screen there are three options:

In this instance, click on to edit the invalid fields prior to re-submitting the Trouble Report.



Trouble Report Confirmation page Upon clicking on mandatory field and format validations will be performed. If all the fields are validated, the

Trouble Report will be submitted successfully and Trouble Report

Confirmation page will open.

Please note down the Openreach TR Reference displayed on the Trouble Report Confirmation screen.

CP should use the Openreach TR reference to track the progress of the TR.

Submit Trouble Report



Track Trouble Report User Journey

Trouble Report Details

Cancel Trouble Report

Accept / Reject Clear

Amend Trouble Report

Track Trouble Report



Customer zone hub page

On the Customer zone hub page you can select to Track a Trouble Report in two ways:

•Clicking on the ‘Trouble Reports’

navigation hyperlink ( )

•Clicking on the ‘track Trouble Reports’

hyperlink ( )

Clicking on either of these hyperlinks will navigate you to the Fault Splitter Page.

From the Openreach Portal, you can launch the Customer Zone hub page.

1

2

1

2




Track Trouble Report page

Enter the Openreach Trouble Report reference or Customer Reference or Service reference and click on ‘go’

button.




The screen will display the Trouble Report

Track Trouble Reports page Track Trouble Report

Drilling down on the TR reference you will be navigated to Trouble Report Details Screen



Track Trouble Details page Trouble Report Details



Amend Trouble Report page Amend Trouble Report

Enter the values to be amended



Trouble Report Notes window Amend Trouble Report

Click on the icon on the Amend Trouble Report screen

Click on the button on the notes screen

•Enter the notes

•Click on the button

Click on the button. The notes will be added.



Trouble Report Notes window Amend Trouble Report

Click on to submit amend request. You will be navigated to Amend Confirmation Screen (shown below).



Track Trouble Reports page Cancel Trouble Report

Click on the Cancel button on Track Trouble

Reports page



Trouble Report Cancellation Request page


Click on the button to submit Cancel Trouble Report request

Enter the Cancellation Reason (Free Text).



Trouble Report Cancellation Confirmation page


On submitting the Trouble Request Cancellation request you will be navigated to Amend Confirmation Screen (shown below).



Trouble Reports Details page Accept / Reject Clear

Click on the Clear Accept button on Trouble Report

Details pageto accept clear of the

fault

Click on the Clear Reject button on Trouble Report

Details pageto reject clear of the

fault



Clear Accept page Accept / Reject Clear

On clicking on the Submit button Trouble Report Clear Accept Request page will open

Enter the notes in the notes field

Note: Click on Notes Will Open New Window Where multiple

Notes can be created

Click on the Submit Fault button to submit clear accept request



TR Clear Accept Confirmation page Accept / Reject Clear

On clicking on the Submit Fault button TR Clear Accept Confirmation page will open



Clear Reject page Accept / Reject Clear

On clicking on the Clear Reject button Trouble Report Clear Reject Request page will open

click on the button to the right of the ‘Clear Code’ field( ) will pop up an pick applet from which the resolution code can be selected

click on the button will take to the TR Clear Reject Confirmation Page

Note: Click on Notes Will Open New Window Where

multiple Notes can be created

Note: Clear code is a mandatory

Field1

1



TR Clear Reject Confirmation page Accept / Reject Clear

On clicking on the Submit button TR Clear Reject Confirmation page will open

SoR Process Update

Simon Mycock


I. Schedule requirements/collaborationsINPUT: Requirements from industry raised at forumACTION: Openreach lead assigned

CP lead assignedOUTPUT: 3 month rolling plan, maintained by Openreach, published at forum

II. Collaborate and define SoRsINPUT: 3 month rolling plan, maintained by Openreach, published at forumACTION: Openreach lead to book rooms and support meetings

CP lead to prep sessions and run meetingsDefine SoR including business impact assessment

OUTPUT: Industry SoR

III. Circulate and review SoRsINPUT: Industry SoRACTION: SoR distributed by CP lead

Deadline set for feedbackFeedback incorporated into SoR

Follow up audio arranged?OUTPUT: Final industry SoR

IV. PCG governanceINPUT: Final industry SoRACTION: SoR reviewed by industry forum

SoR approved by industry forumSoR prioritised by industry forum

OUTPUT: SoR formally submitted to Openreach by CP lead

V. Product developmentINPUT: SoR formally submitted to Openreach by CP leadACTION: Openreach publish SoR on websiteSoR added to industry programme planOUTPUT:SoR progressed through portfolio development process and tracked on industry programme plan

Fail

Fail

Fail

Pass

Pass

PassFail D0D0

Entry

P1. Specify and plan

P0. Concept


SoR Automated Process – Further Information

• New automated front end process through the Openreach Web Portal – see http://www.openreach.co.uk/orpg/news/generalbriefings/downloads/Briefing%2 0GEN0019_08.pdf and the reception process is described here http://www.openreach.co.uk/orpg/products/newproducts/downloads/08_02_28_ Automated_SoR_Issue_1.pdf

• Better control and accountability to the CP – it does not change the overall process.

• Greater opportunity and ease for all our CPs to submit SoRs.

• Allows CPs to track the status of their SoRs.

• The process allows the CPs to share the brief description of the SoR with the rest of the Industry if they wish to do so.– Within the template there is a tick box that allows you to share the outline “Brief

description” box of the SoR with other Customers (CPs) if so desired.– Recommended as this allows Openreach to gauge demand and benefit to Industry as

a whole

http://www.openreach.co.uk/orpg/news/generalbriefings/downloads/Briefing GEN0019_08.pdf

http://www.openreach.co.uk/orpg/news/generalbriefings/downloads/Briefing GEN0019_08.pdf

http://www.openreach.co.uk/orpg/products/newproducts/downloads/08_02_28_Automated_SoR_Issue_1.pdf

http://www.openreach.co.uk/orpg/products/newproducts/downloads/08_02_28_Automated_SoR_Issue_1.pdf

Walkthrough of Service

Framework / SLA proposals

Chris McEwan


FTTP Service Level Targets (1 of 2)

• FTTP SLAs– No SLAs offered initially– Openreach will:-

• analyse performance of the products for 6 months from launch

• scope and assess suitable service level targets– Openreach will review it's position on SLAs and SLGs

during the course of the pilot


FTTP Service Level Targets (2 of 2)

Key Milestone Proposed R800 Target Service Level

KCI1 1.0 hr from order receipt

KCI2 3.0 hrs from order receipt

Configuration 3.0 hrs from receipt of configuration details

KCI3 on CCD by 18:00 hrs

L2C: (not applicable for Fibre IRS)

Order Type : New Action, Modify, Cease

Target service levels are only applicable where plan & build and commissioning activities for FTTP are complete.

T2R:

Response times are calculated using BT normal working hours (8am-5pm, M-F excluding Bank and Public Holidays.

Key Milestone Proposed R800 Target Service Level (in hours)

Fault is being diagnosed 0.5 hr from TR receipt

Trouble Report Accepted 2.0 hrs from TR receipt

Fault Fix Complete(PON/Spine Fibre)

40 hrs from TR receipt

Fault Fix Complete(Exchange Electronics)


Fault Fix Complete(Other non-appointed faults)


Fault Fix Complete(appointed faults)

By mid-night on day following the appointment date or on a later date agreed by both parties

Next Steps

Chris McEwan

FTTP Industry Events

John Higgins


Industry Events – Diary

Openreach Future Access

Forum

15th May 08

BT Tower, London

Openreach Future Access

Forum

15th May 08

BT Tower, London

FTTP Process sub working

group

21st May 08am Process

BT Centre, London


group

21st May 08am Process

BT Centre, London


group

26th June 08am Process

pm Technical cancelled

BT Centre, London


group

26th June 08am Process

pm Technical cancelled

BT Centre, London

FTTP Process & Technical sub working

group

31st July 08am Process

pm Technical

BT Centre, London

FTTP Process & Technical sub working

group

31st July 08am Process

pm Technical

BT Centre, London


group

2nd Sept 08am Process

BT Centre, London


group

2nd Sept 08am Process

BT Centre, London

Documents

FTTP Industry Process Group - Openreach · 2008-04-11 · No Process impact. Billing Ops generate Bill and send it to CP. Openreach. Openreach validates the Order and progresses