Use of Encryption Facilities

NUMBER IMPORT HANDBOOK

IP EXCHANGEAn IP Clearinghouse Solution from BT Wholesale

Version No: 1.4 Page 1 of 10Date of issue: 01 Nov 2008Number Portability Handbook – IP ExchangeOwner of Document: Steve Sherry / Andy RandersonContact No: 07917 025050/01977 598262

1 OUTLINE OF THE SERVICE....................................................................................................................... 3

2 SCOPE.......................................................................................................................................................... 3

3 SERVICE EXCLUSIONS............................................................................................................................ 4

3.1 NUMBER EXPORT................................................................................................................................... 4

4 QUALITY OF SERVICE............................................................................................................................. 4

5 PRICING...................................................................................................................................................... 4

6 BILLING...................................................................................................................................................... 4

6.1 BT BILLING REPORTS............................................................................................................................. 4

7 ORDERING PROCESS AND PROVISION...............................................................................................4

7.1 PORTING SCENARIOS............................................................................................................................. 57.2 CP AND BT CONTACT INFORMATION......................................................................................................57.3 MAKING A PORTING REQUEST................................................................................................................ 67.4 RESPONSES TO CUSTOMER FOLLOWING PORTING REQUEST.......................................................................87.5 CANCELLATION AND AMENDMENTS OF PORTS..........................................................................................97.6 ON THE DAY OF THE PORT...................................................................................................................... 97.7 PROBLEMS DURING PORTING AND EMERGENCY RESTORE REQUESTS..................................................9

8 COMPLAINTS HANDLING..................................................................................................................... 10

9 Glossary of Terms-....................................................................................................................................... 10


1 OUTLINE OF THE SERVICE

IP Exchange is a product from BT Wholesale positioned to meet the needs of the emerging IP communications market for a clearing house which connects together disparate IP islands, supporting VoIP to VoIP calling, also calls to and from the PSTNs and international networks.

Number Portability allows end users to transfer their telephone service to another Communications Provider without a change of telephone number. It therefore assists Communications Providers (CP) to gain end users. Porting of Geographic Number Portability will be only supported at this time.

IP Exchange has designed a facility to fit with today’s industry implementation of the Number Import mechanism. The industry standard uses a mechanism, whereby the Gaining CP (GCP) has a Number Porting Prefix code introduced in the Range Holder network, to ensure the routing of calls to the Gaining CPs interconnect point. For CP customers, interconnected via IP Exchange, the IP Exchange Number Porting Prefix is used, with IP Exchange used as the interconnect point.

The IP Exchange number porting facility allows an end-user or a subscriber, taking a Publicly Available Telephone Service (PATS), to change their Communications Provider to an IP Exchange connected CP without changing their telephone number.

Number Portability consists of three elements:

Porting Desk Set-up of CPs requesting to take the service.

Order Desk activities and liaison with IP Exchange CPs.

Liaison with Openreach to facilitate ports.

CPs requiring BT to port numbers will complete a spreadsheet containing the number(s) they wish to port and the end user(s) information. The IP Exchange Porting Desk then processes the request and liaises with BT Openreach to facilitate the port on the date required. Prior to the port date, BT then updates the ENUM database with information for the new end user and ensures that the Emergency Services Database (ESDB) is updated with the end user information e.g. name and address.

WARNING

When you ask for a number to be ported from a communications provider to a new provider, the telephone line for that number will cease as a result of the number being taken off that line.

Please make sure that any additional services on the telephone line are moved before a porting request is made as getting the line back is complicated and can take a lot of time.

2 SCOPE

The first phase to be provided by IP Exchange is to support the porting of a single line numbers, where BT is the original range holder and it is currently operating within BT’s network.

Single Line caters for single lines terminating on a socket. Multi-line caters for PBX groups or single lines that terminate on equipment (e.g. ISDN) or 11 or more single lines at a single address or installation.

For Multi-Line Numbers:These numbers will be ported through a manual process, using the industry standard porting process operated by Openreach, covering BT and non BT Range Holder multi-line numbers.


3 SERVICE EXCLUSIONS

Outlined below are services and features that that are not supported, BT makes no guarantee to support these in the future:-

(i) Where a number has been previously imported to IP Exchange.

(ii) WLR3 cases, can be ported, but no Emergency Restore can be provided.

(iii) Where the gaining CP is not offering PATS compatible services.

(iv) Multi-line porting cannot be accommodated at present.

(v) We cannot facilitate change of address of end users as these will be rejected by BT Openreach as there will be no address match for the end user.

(vi) Directory Services updates will not be supported.

(vii) We do not support the porting of numbers where the Line has a REDCARE service.

(viii) We currently do not support Real Time Routing/Auto-postpone. This is when a customer can initiate a port within a seven day period of the initial port date.

3.1 Number Export

IP Exchange does not currently support the Exporting of a number from/to a connected CP. This is a planned activity and will be developed during 2008/9 in conjunction with other work being performed by BT Group. Many other BT services will require a similar Export capability and it is necessary to combine the requirements so as to minimise the disruption and development cost.

4 QUALITY OF SERVICE

The service is offered without any service measures. However, once sufficient volumes of ported numbers have been processed, BT will consider introducing service measures.

5 PRICING

Refer to the IP Exchange contract, Schedule 3 Annex A for pricing information, this is available at, http://www.btwholesale.com/products/interconnect/ipexchange.htm .

6 BILLING

6.1 BT Billing Reports BT Wholesale intends to charge as above, however bills for numbers imported to IP Exchange on behalf of connected CPs will not be raised initially, as we are awaiting a billing development. BT Wholesale will be actively recording the number of imports performed and will subsequently charge for these at a later date.

BT Wholesale shall notify CP’s when the billing development is expected, to allow bills for number import to be produced.

7 ORDERING PROCESS AND PROVISION

A BT Technical Account Manager (TAM) will be appointed to support the Customer through the set-up of the IP Exchange porting services. Any customer, who wants to commence porting to IP Exchange,


http://www.btwholesale.com/products/interconnect/ipexchange.htm

should first request a customised order spreadsheet via the TAM team:

To initiate the set-up process, send an e-mail to [email protected] and include in the e-mail title "IPEX/ <Your Company Name> Import Order Spreadsheet request". This will allow the TAM to quickly identify these requests and to prepare a customised spreadsheet per CP based on the TNOR/domain details provided previously.

Prior to any porting requests being submitted the CP and BT will work together to ensure that the CP understands the process and associated costs to port numbers. This includes:

The information needed by BT and its format for every port request. The responses and the format of responses BT will provide the CP, including any port request

rejections. The CP’s and BT’s responsibilities in the Porting Process. Ensure that the CP is set-up for the BT 999 service, to allow the updates of the end user(s)

information on the Emergency Services Database and understand their obligations. Set-up of e-mail encryption facilities if requested by the CP.

7.1 Porting Scenarios

Scenario 1 - A BT telephone number (BT is the Range Holder (RH)) is to be ported from the BT Public Switched Telephone Network (PSTN) to IP Exchange.

Scenario 2A BT telephone number, previously exported to another CP’s network, is to be ported to IP Exchange.

Scenario 3Another CP’s telephone number (other CP is the RH), currently on their network, is to be ported to IP Exchange.

Scenario 4Another CP’s telephone number, already imported to the BT PSTN, is to be ported to IP Exchange N.B Ports for these numbers cannot be performed at this present time.

Scenario 5Another CP’s end user telephone number, currently on a different CP’s network, is to be ported to IP Exchange.

7.2 CP and BT Contact Information

The IP Exchange Customer Service Team in Wolverhampton is the single point of contact for all Porting requests and can be contacted via e-mail using [email protected] and on 0800 077 8247. The Porting Desk is available 8:30am to 5pm Monday to Friday, excluding UK Bank Holidays.

Customers are required to provide a list of e-mail addresses and contact numbers to the BT Technical Account Manager from a lead porting contact for the company. Porting requests and amendments/cancellations will only be accepted from these named contacts. To enable 999 operators to request address clarifications of end users, CPs must provide 24/7 contact details to the TAM and have registered ii digits that can be given to 999 Operator Services, as part of the set-up process. CPs who are currently provided with the 999 service by BT, will be already set-up and will not have to undertake this part of the set-up.

Customers must ensure they have access to the BT Openreach Dialogue Services system to be able to check information on the numbers to be ported. This provides the CP with information, for example Current Network Operators information. This will allow CPs to recognise when a number required to be


mailto:[email protected]

ported is not able to be ported or is, for example, a multi or single line number. Registration can be made through the BT Openreach web site http://www.openreach.co.uk/orpg/home/home.do

1.1.1 Use of Encryption FacilitiesBT provides the capability to accept encrypted emails as part of the number import process to enable compliance with the Data Protection Act’s (DPA) duty of care, to protect personal information. In accordance with the DPA, the customer has responsibility as the Data Controller and BT as the Data Processor.

Encryption will only be required for submission of porting files from CP to BT as these contain customer data (e.g. name & address), whilst other messages (amendments, cancellations, responses etc) do not as the only end user identifier will be a telephone number.

To support use of encryption, BT will provide one encryption software license per CP, free of charge. BT will be using the BT Secure Mail product for encryption of e-mails.

Each user of BT Secure Mail must provide their name, e-mail address and contact telephone number to the TAM. This will be forward to the BT Secure Mail team, who will set-up the end user licenses for each user. Details of installation, configuration, use of the software and licenses will be provided by the BT Secure Mail team via e-mail to each user.

7.3 Making a Porting Request 1.1.2 The Porting Process

The porting process is outlined in the diagram below. The diagram also shows some of the internal BT activities that are progressed through the porting process for information only:

For each Porting order the Porting Request Spreadsheet has to be completed. Details of the information Version No: 1.4 Page 6 of 10Date of issue: 01 Nov 2008Number Portability Handbook – IP ExchangeOwner of Document: Steve Sherry / Andy RandersonContact No: 07917 025050/01977 598262

http://www.openreach.co.uk/orpg/home/home.do

required in the spreadsheet are in the non CP specific version below and is for information only.

One spreadsheet can be submitted per CP per day. Multiple Single Line orders can be submitted in one spreadsheet up to a limit of 999 numbers. Please Note: if bulk numbers of orders are requested to be ported in one spreadsheet, then we cannot commit to a 10 day lead time and must be requested through your Sales Specialist or Account Manager.

The spreadsheet is developed using Microsoft Excel 2003 and will not generate on previous versions of Excel. Note: This is the only product that we support as the spreadsheet contains several complicated macros that will not work with other software programs.

1.1.3 Range Holder Checks

To determine the Range Holder, Ofcom have published lists of the ranges indicating who the number has been allocated to. These are available at:

http://www.ofcom.org.uk/telecoms/ioi/numbers/numbers_administered/#geog1

1.1.4 Identifying the Current Network Operator

Before submitting porting order CP must check the numbers with the End User to determine whether the number is on the BT network or with a 3rd Party CP.

Enter the following details in the spreadsheet if the number is on the BT Network.

CNO=BT (even if it's a Wholesale Line Rental Line) and RH=BT into the Porting spreadsheet.

Check Ofcom allocated numbers to determine RH on Ofcom number allocations - download spreadsheets from


The spreadsheets will allow the Range Holder to be determined.

If the number is not provide through the BT Network then…

Add CNO=CP and RH=Other CP into the spreadsheet.

1.1.5 Completing the Spreadsheet

CP should complete a CP customised version of the above Porting Request Form with all numbers to be ported in ten working days time and then select ‘Generate’ in the order spreadsheet which produces five files. Requests can only be submitted on the immediately preceding calendar day, so Monday (or the Tuesday following a Public Holiday) cannot be offered as a Porting Day. If necessary, therefore, the Porting Day will be deferred to Day 11, file submission made on Day 10, and the customer notified.

The CP will submit the set of five files as attachments to an encrypted email, which is then sent to the IP Exchange Porting Desk ([email protected]):

1. “Scenario 1” file –

Filename will be UttnnnnP.001, where tt are the rightmost two digits of the CP’s IPX

Terminating Network Operator Reference (TNOR) and nnnn are numerals generated

from the date of file creation. This file can be viewed using Notepad.


mailto:[email protected]

http://www.ofcom.org.uk/telecoms/ioi/numbers/numbers_administered/


2. “Scenario 2” file –

Filename will be NcccBTRH-yymmddhh.csv, where ccc is the CUPID of the requesting

CP and yymmddhh is the date and hour of file creation. This file can be viewed using

Excel.

3. “Scenarios 3 and 5” file –

Filename will be NcccBTNRH-yymmddhh.csv, where ccc is the CUPID of the

requesting CP and yymmddhh is the date and hour of file creation. This file can be

viewed using Excel.

4. “ENUM BT” file for Scenarios 1 and 2 –

Filename will be ccc-NI-B-yymmddhh.csv, where ccc is the CUPID of the requesting

CP and yymmddhh is the date and hour. This file can be viewed using Excel.

5. “ENUM Non-BT” file for Scenarios 3 and 5 –

Filename will be ccc-NI-N-yymmddhh.csv, where ccc is the CUPID of the requesting

CP and yymmddhh is the date and hour of file creation. This file can be viewed using

Excel.

Note: Any of these files could be “empty” – i.e. contain only a header line and no data. This

may be checked by viewing the file. The files will be empty, if no BT numbers or non BT

numbers are requested to be ported in the spreadsheet. N.B Send all 5 files to BT and

the completed Porting Request Sheet, used to generate the files.

CPs must ensure they have checked the numbers they wish to be ported on the Openreach Dialogue Services web site, before they submit porting requests.Each Port, if confirmed as accepted by BT Openreach as a number that can be ported, will take a fixed time, of 10 working days from the date the ‘generate’ button is pressed in the Porting Spreadsheet. Any rejects will be processed outside of this timeline. CPs must ensure that the files are e-mailed to the Porting Desk before 15:00 hours, on the same day the ‘generate’ button is selected,

7.4 Responses to Customer Following Porting Request

Following the porting request, BT IP Exchange Porting Desk will respond back to the Customer with positive responses for porting requests giving the telephone number and date of port received from BT Openreach. Any porting request rejections will be supplied back to the customer by e-mail. Details of the rejection codes are given in the process held at the following Ofcom link: http://www.ofcom.org.uk/telecoms/ioi/numbers/num_port_info/geogr_num_portab/GNPE2ECVersion12.rtf

If a number requested for porting has not been Service Established (SE) with the IP Exchange Porting prefix, then the number could take up to 55 working days to provision. This process requires the Losing CP to recognise the IP Exchange Number Porting prefixes in their network. This has to occur to allow the calls to be routed to IP Exchange from the Range Holders network. For requests that require SE the Porting Desk will inform the customer of the dates given by BT Openreach for the SE process to complete. These porting orders must be resubmitted by the CP into the IP Exchange Porting Desk, once SE is confirmed as completed.

Note: Due to the nature of the porting process and the time lines of the responses received from Openreach, accept or reject responses may be returned in multiple files and may not be in the order sequence presented to the Porting Desk.

7.5 Cancellation and Amendments of Ports


1.1.6 CancellationsCustomers can cancel a port up to midday, 2 working days before the port. This can be done by e-mailing the IP Exchange Porting Desk with the telephone number and port date. Note: A new Porting Request must be submitted for the number if it is required to be ported in the future.

1.1.7 AmendmentsPort dates can be amended up to midday, on the working day before the port by e-mailing the IP Exchange Porting Desk providing the telephone number, port date and new required port date. If other information is required to be amended, then a cancel must be requested and a new Porting request, must be submitted.

7.6 On the Day of the Port

On the confirmed port date, two coordinated activities will be performed between the customer, BT, the LCP and the Range Holder (if different).

1) The number to be imported will be uploaded to the IP Exchange ENUM at 6am. The CP must ensure that the end user is provisioned with their VOIP service and other required products (eg Broadband) to receive VOIP calls, prior to this date and time. At this point, calls from IP Exchange connected VOIP CPs will be routed to the end user’s VOIP device, through the customer network. Calls to end users on other networks will be routed to their existing device through the LCP network. Up until the port is activated by the LCP/Range Holder, the end user will need to keep their current device connected. .

2) At the requested time the LCP and Range Holder will apply the port. At this point, the end user will not be able to make/receive calls on the LCP’s network, ie the LCP service will be ceased. Calls will then be routed via IP Exchange to the CP's network for delivery to the end user. The port is now complete. The end user, from this point forward, will only be able to make/receive calls on their VOIP device, provided by the customer.

CPs must note, when the number is ported, all lines and services connected to this number will be ceased e.g. copper pairs, broadband etc by the LCP.

7.7 Problems During Porting and Emergency Restore Requests

When a fault occurs during the porting process that the CP attributes to a fault with the BT service or an issue with the LCP network, they should contact the IP Exchange Porting Desk. They will check to determine if there are any IP Exchange platform issues that could be causing the problem, before contacting BT Openreach who will check and liaise with the LCP. Most faults will be resolved by this process.

The Emergency Restoration Order is used by the GCP to restore service to a ported customer when full service has not been provided following the attempted port. Instances when this arrangement is to be used should be very few, as the GCP must ensure their own network is operational before activating the port. Emergency Restorations (ERs) may be requested up to close of business the day following the activation of the port. For all ERs requested within this window the LCP will make best endeavours to restore the customer’s service as quickly and fully as they are able.

These requests can be made to the Porting Desk via e-mail, quoting the telephone number to be restored. The Porting Desk will request the ER and will inform the GCP if the LCP has agreed. After the ER period, charges may be applied by the LCP if a request is made to restore service to the LCP.

8 COMPLAINTS HANDLING

Any complaint regarding the IP Exchange service should in the first instance be directed to the helpdesk


for resolution on 0800 077 8247. Should a customer remain dissatisfied they should follow the escalation procedure detailed in the CSP (Customer Service Plan).

9 GLOSSARY OF TERMS-

CM Commercial ManagerCP Communications ProviderCRUE Carrier Registrations in User ENUMENUM E-164 Number MappingGCP Gaining Communications Provider, The Communications Provider with the

network that the Number is to be ported to IP Internet ProtocolLCP Losing Communications Provider. The Communications Provider with the

network that the Number is to be ported from.PSTN Public Switched Telephone NetworkSE Service EstablishmentSIP Session Initiation ProtocolTAM Technical Account ManagerURI Universal Resource IndicatorVoIP Voice over the Internet Protocol


Documents

Use of Encryption Facilities