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training guide - BT Wholesale

2/$%This ‘Training’ guide is designed to enable customers to order WBC EUA (End UserAccess) using the new eCo Plus system via www.btwholesale.comThere are pre-requisite orders which must be completed before an EUA (End UserAccess) order is placed. Please refer to the WBC or Reseller product guide for details.This document provides you with a step by step guide that takes you through theprocess of how to order WBC EUA using eCo Plus. Please note that screen shotshave been provided to accompany each step of the process. To help guide you whena 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 PluseCo Plus is an online application that enables you to enquire, place orders and faultsas well as track orders and faults for the 21CN BT Wholesale products within a secureenvironment.WBC EUA (End User Access)The connection between the end user and their local Exchange (Aggregation Point(AP)).The following options/variants of the WBC EUAC product are currently available basedon the technology type and downstream speed:• ADSL 8Mbit/s• ADSL2+ 8Mbit/s• ADSL2+ 24Mbit/sIn addition, there is one further scenario which will introduce one more variant, TheWBC EUA, "ADSL2+ 8Mbit/s Transit" wherein the service profile on the MSAN (MultiService Access Node) will be for 24Mbit/s but the BRAS profile will be for 8Mbit/s.Thismeans that we provide the capability for the line to sync up to 24Mbit/s on the MSANbut we will restrict the downstream speed of the End User Access to 8Mbit/s on theBRAS.The WBC 8Mbit/s Transit was introduced to enable CPs to have a means to checkwhether it was likely that an end user’s line would be able to consistently achievehigher level speeds before the CP committed to purchasing the ADSL 2+ (upto 24Mbit/s) WBC EUA option ie essentially the 8Mbit/s Transit option is a transitionproduct for the 24Mbit/s product. The following process applies to such variant:Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 6 of 107


1. The CP will order the 8Mbit/s Transit option for the applicable End User Access.The End User Access profile will be set at8Mbit/s downstream speed (as statedabove, even though the MSAN can sync up to 24Mbit/s, the speed is capped to8Mbit/s on the BRAS).2. Post stabilization of the applicable End User Access, the CP will be able to seethe actual speed which can be achieved on that line3. If higher speeds can be achieved on the line, the CP can go back to the end userand sell the end user this opportunity to move to a higher speed WBC EUAoption with accurate speed prediction.4. Customers can opt to stay with 8Mbit/s or upgrade to a higher speed. In the latercase, the CP will need to raise a modify order to upgrade to the ADSL2+ (upto24Mbit/s product] and the speed/billing of the upgraded EUA will be adjustedaccordingly.Following installation of the WBC EUA service, the line will be allowed to stabiliseduring the first 10 days after provision and a Fault Threshold Rate (FTR) will be set at15 Mbit/s. A ‘slow speed fault’ will be accepted if the line is operating below the FTR.WBC FTTC (Fibre To The Cabinet)BT Wholesale has introduced a WBC FTTC End User Access option and is in theprocess of developing the product.WBC FTTC use the same WBC infrastructure but offers an optional End User Accessbased on VDSL 2 (Very High Digital Subscriber Line) technology (rather than ADSL 1and ADSL 2+ on WBC). This optional End User Access will potentially provide a higherline rate of up to 40M/bits (Mbps) downstream and 2 Mbps upstream.The WBC FTTC product is a rate adaptive (RA) product usingVDSL2 (Very High Speed Digital Subscriber Loop) technology which should offer muchhigher line rates than ADSL 2+.Note: For all WBC EUA options, actual line rate is dependant on line length, linecondition, end user wiring and CPE.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 7 of 107


Annex MBT Wholesale is currently undertaking pre-service/trial development work for the WBCASDL2+ optional feature known as Annex M.Annex M technology should allow customers to opt for more upstream bandwidth whenplacing an order. This new product variant should allow WBC ADSL2+ circuits toachieve higher Upstream Speeds on the line of up to 2.5 Mbit/s.Annex M is not compatible with the 8M transit product or the FTRmodifiedCalc option oron lines that return an Access Network Frequency Plan (ANFP) response of LONG.As a result of this development, there will be minor system changes to eCo Plus.There is an added option to select the Annex M product from the order screens, andcustomers will need to agree to specific criterion, for example, loss of Downstreamapproximately 10%-15%.Annex M details will be displayed during the Line Qualification check on Pre-Order/Availability page if Annex M is supported on the line specified.Details of these changes can be viewed within ‘Section 3 Annex M’ of this document.If you have any additional questions pertaining to Annex M, please contact yourAccount manager in the first instance.Prerequisites for using eCo PlusIn 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, as detailed on page 51• access to eCo Plus, as detailed on page 51• an EMSIL• AP SET (Aggregation Point Set)• AP and EP (Extension Path)• a valid site which will be required to pass the availability check to order WBCEUA (End User Access).• valid 21CN billing account• CP signed Terms and Conditions enabling you to place orders on eCo PlusPlease Note: If you purchase WBC End User Access from another CP(“Communications Provider”), please check the relevant Product Guide fordetails on EMSIL, AP SET and AP & EP.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 8 of 107


In addition to all of the above which must be in place otherwise WBC EUAs orders willdrop out, for the CP to be able to order an WBC EUA (End User Access), and for suchorder to be provisioned, the prospective end user must have or be in the process ofhaving provisioned a BT provided telephony line. If you do not have a valid 21cnbilling account, you will need to contact your Service/ Account manager who willengage with the Billing team in BT Wholesale to set one up for you.It is not possible to set up a billing account during the user journey of ordering WBCEUA (End User Access).DisclaimerPlease note that eCo Plus is still in development and over time further developmentsare planned. As a result, not all functionality or buttons may yet be available. BT willkeep you advised of planned developments.Any prices shown on the screen shots within this training guide are taken for testpurposes only and do not represent a cost model for this product.This information is provided for guidance purposes only and is subject tochange by BT.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 9 of 107


Please read the following instructions below that provides you with a step by stepguide of how to use eCo Plus to order WBC EUA (End User Access). Please note thatscreen shots have been provided to accompany each step of the process.Step 1. Log InOnce logged into www.btwholesale.com ‘click’ the ‘eCo Plus’ link located under theApplications heading within Customer Zone.Step 2.Place OrderTo place an order click ’Add Products’.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 10 of 107


Step 3. Select AccountTo select a ‘Customer Account’ click on drop box to view available accounts, thenselect an account that you are authorised to use from the list.Step 4. Select Product (WBC End User Access (EUA)To select a product scroll down the page and click at the bottom of the page toview more products, the scroll down the page and click ‘ADD’ against the WBC EndUser Access (EUA) (Standard Lead Time 5 days subject to survey).ADDThis will add order to basket and useful if customer requires to order more than one product, or aquantity of more than oneADD & CONFIGUREWill allow the user to add single order to a basket and configure at the same time.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 11 of 107


Once you have selected ‘ADD’ your Quote and Order Details will be displayed. Pleasenote all fields are mandatory where a red * is displayed.Step 5. Select Line Item Added (WBC End User Access (EUA)The (WBC End User Access (EUA) Product has now been added as an Item. Tocontinue with order journey click ’NEXT’Step 6. Configure Product (WBC End User Access (EUA)The Basket screen is now displayed showing your order summary. To configure yourorder please click the ’CONFIGURE’ button. Note, under Details Complete a Red Flagis displayed. Once the Product configuration is complete, the flag will be Green.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 12 of 107


Step 7. Customer Required Date (CRD)You are now taken to the Quote and Order Details page. The CRD (“CustomerRequired Date”) is defaulted to the standard lead time for this product pre-populated to5 day lead time – you can change date post the 5 days lead time but not before byclicking date icon. If the CRD is satisfactory proceed to Step 9. Please note that thetime displayed within the CRD is not guaranteed.Step 8. Change Customer Required Date (CRD)A new Calendar window will appear. Select your require CRD and click ‘SAVE’. Herethe CRD has been changed to 31 October 2007.The Quote and Order screen will be displayed and the CRD will have the amendeddate populated.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 13 of 107


At your discretion please populate ‘Your product reference’ (this field is circled in thepicture below under step 9) – please note: This is a free text field that can be used tosearch for an order within the Track order option.Step 9. Select Billing AccountTo select a billing account click on the drop down arrow icon highlighted belowThe Select billing account screen is displayed. Click on radio button to select thebilling account you require and then click ‘Done’. (Please note that there is also asearch facility where you select from the Find field, populate the Starting With free textfield then click ’Go’).If you do not have a valid 21c billing account, you will need to contact your ServiceAccount manager who will engage with the relevant people to set one up for you. It isnot possible to set up a billing account during the user journey of ordering WBC EndUser Access (EUA).Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 14 of 107


Step 10. Order Details CompleteAll details in the Quote and Order Details screen will now be populated. Click ’CHECKAVAILABILITY’ to continue.Step 11. Availability CheckFor a standard order enter the telephone number (DN) you wish to place your orderagainst and then click ‘SEARCH’.Please note this is a free text field. Note, if you are placing an order to migrate a non-BT service, you must specify a MAC key. If you are placing an order to migrate a legacyBT service, please specify just the existing Service ID. Please note that migrations fromanother CP or from a legacy product are not available at this time.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 15 of 107


Scroll down the page to see the test response. Please note the response contained inthe screen shot below indicates that the initial line Check successful for DirectoryNumber (Green) for ADSL and ADSL+ products.Now scroll back up page and click use ‘USE SELECTED RESULT’.Please then, scroll back down page and click ‘NEXT’.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 16 of 107


Step 12. Product ConfigurationOnce the e-Configurator screen is launched, scroll down the page to complete thequestions and then click on ’DONE’. Currently only a limited amount of options areavailable so only certain choices may be selected at this time. The table that follows thescreen shot shows the full list of questions, however, not all may be relevant to yourorder.For more information regarding your options below, please consult your ProductHandbook or Account Manager.QuestionPlease select Access TypePlease select Stability OptionDo you require Interleaving ?Please select Traffic WeightingDo you require Advanced ServicesPlease select Real Time speed ?Please select Downstream speedPlease select Upstream speedPlease select the maintenance category you requireUse modified Fault Threshold Rate calculation?Drop down answersADSLADSL+FTTCStandardStableSuper StableYesNoAutoStandardElevatedYesNo0kbit/s250kbit/s400kbit/s800kbit/s8Mbit/s24Mbit/s448kbit/s832kbit/sStandard Service CareEnhanced Service CareYesNoIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 17 of 107


For example…Once we select the Configure item we will be prompted to select the particular accesstype.Options include..• ADSL• ADSL2+• FTTC(Note: the WBC FTTC product option uses the same WBC infrastructure but offers anoptional End User Access based on VDSL 2 technology (rather than ADSL 1 and ADSL2+ on WBC). This optional End User Access provides a higher line rate of up to 40Mbps downstream and 2 Mbps upstream.)Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 18 of 107


Once you have selected the particular access type, you will need to scroll down andselect various additional options .Points to note:If the access type selected is ‘FTTC’, use of the Modified FTR Rate Calculation valueof ‘Yes’ is prohibited (in other words, for the orders, the value of the Modified FaultThreshold Rate Calculation option should always be 'No') and you will be promptedwith the following message…Validation error message: "Modified Fault Threshold Rate cannot be requested inconjunction with Fibre to the Cabinet (FTTC)."If the Stability option selected is ‘Super Stable’, use of the Modified FTR RateCalculation value ‘Yes’ is prohibited and you will be prompted with the followingmessage…Validation error message: "Modified Fault Threshold Rate cannot be requested inconjunction with enhanced (Super Stable) stability option.".Once you have selected the various options, click the Done item.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 19 of 107


Step 13. Order SummaryThe Basket screen is now displayed showing your order summary. If a green flag isdisplayed under Details Complete, it means that you have filled in all the requiredfields; click ‘CONFIGURE’ then expand the folder view by clicking as shown below. Ifa red flag is displayed you will need to alter or complete any missing details by eithercompleting: the configuration which is where to insert the input bandwidth and productdetails; and click on configure; or, using the thread bar and moving back to theprevious screen, and check that site details and service point etc have been fullycompleted or amended as necessary.Please note that any prices shown on the screen shots within this training guide wereincluded for test purposes only and do not represent a charging model for this product.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 20 of 107


Once expanded, note the green flag against each displayed line in your order summary.To configure your order please Click on the ‘VERIFY CONFIGURATION’ button.Step 14. Configuration validationA validation results screen will now be displayed confirming your configuration wassuccessful, now click ’CLOSE’.Step 15. Close Quote or Continue with orderThe validation results shown above will close and a new screen asking you to eitherclose the quote or continue with the order will be displayed, click ’CONTINUE’.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 21 of 107


Step 16. Confirm Order DetailsThe Confirm Order Details screen is launched. At your discretion please populate‘Your reference’ (this field is circled in the picture below). Please note: this field can beused to search for an order within the Track order option. Now please populate themandatory field called ‘Your description’. Please note both fields are free text.Step 17. Add to Project, choose update method & contact nameThe Select Project field, circled in the screen shot below, enables you to choose anexisting group of orders (project) to which to add your order; grouped orders allows coordinationof your multiple orders.At this stage, please choose your preferred method for tracking and receiving updatesfor your order. The options are: Order tracking, where all updates will be on eCo Plus;or email*; or no acknowledgement. Please note that if either the email or noacknowledgement option is chosen, updates will still be available to view on eCo Plus.*Please note that the email option is not available as the route for receiving your WBCKCIs and therefore should not be selected for your WBC orders. To receive WBCKCIs, you may opt to have them sent via the B2B gateway, or, alternatively, view thestatus of an individual order on eCo Plus. You can also view your faults via the BBCR“Broadband Customer Reporting” application.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 22 of 107


Please also choose your contact if a suitable one is not already shown, please click onthe drop down arrow circled in the picture, the Select Contact screen will then bedisplayed. (If you wish to select an alternative contact for this order, the contact detailscan also be modified at this point. The alternative contacts listed are registered BT.comusers associated with the account).On the Select Contact screen If contact is required to be changed, select new contactusing the radio button and click USE THIS CONTACT. If contact is not listed, clickCREATE NEW CONTACT.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 23 of 107


Step 18. Order ConfirmationYour Order details will now be displayed.Please ensure that you have reviewed the pricing of your order in the Summary Boxas this may have changed during the course of your order.Please put a tick in the box confirming that you have the correct delegated authority toprogress the order on behalf of the CP. The reference to the terms and conditions inthe screen shot below confirms that there is a signed contract with BT whichauthorises you to use and submit orders on eCo Plus.Please click the ’Submit’ button only once, while we progress your order.The order is then passed through BT’s systems for progression. This should not takelonger than 5 minutes.The order placement journey is now complete and your order has been submitted. Theorder details are displayed showing a BT order reference. Note; you can click on thishyperlink to view service ID and check milestones etc.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 24 of 107


BT Wholesale is currently undertaking pre-service/trial development work for WBCASDL2+ optional feature known as Annex M.The following instructions below provides you with a step by step guide of thechanges made to the order process as a result of this pre-service/trial development.Please note that any orders placed by non-trialists before any formal launch of theAnnex M service will be ceased by BT Wholesale.Availability CheckEnter the telephone number (DN) you wish to place your order against and then click‘search’. Please note this is a free text field.Scroll down the page to see the test response. Annex Upstream and Downstreamspeeds will be displayed on the Pre-Order Enquiry page if Annex M is supported on theline (Annex M RAG – GREEN).Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 25 of 107


Please note the response contained in the screen shot below indicates the ‘predictedUpstream Speed for Annex M’ and ‘predicted Downstream speed for Annex M.’As detailed in the screen shot below, Annex Upstream and Downstream speeds will notbe displayed on the Pre-Order Enquiry page if Annex M is not supported on the line(Annex M RAG NOT GREEN).Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 26 of 107


Product ConfigurationPlease note that Annex M is only available for the ‘Access Type’ ADSL2+. If Annex Mis supported on the line, to continue with your Annex M order, you will need to follow theinstructions as set out below.Select ‘Access Type’ as ADSL2+ as shown in screen shot below.As detailed in screen shot below, please also ensure that you select the ‘Upstreamspeed’ as Annex M.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 27 of 107


As screen shot below, Annex M will be displayed in RED on the Product configurationpage if Annex M is not supported on the line (Annex M RAG – RED/BLACK/NULL)If Annex M is selected where it is not supported on the line, you will see a conflictmessage with an ‘Explanation message.’This is shown in the screen shot below; Annex M is not supported on this line.Alternative upstream options are available.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 28 of 107


Annex M: Stand Alone TestsThe following details changes that have been made to some of the Stand Alone tests inline with the development and introduction of Annex M.1. OSC2. xDSL Status Check3. DLM Data Check4. Consistency Check5. PTTR Analysis6. Copper Line TestPlease note that all remaining tests will display the Annex M flagOne Shot CheckIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 29 of 107


Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 30 of 107


DLM Data TestIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 31 of 107


xDSL STATUS CHECK TEST DETAILSIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 32 of 107


PTTR Test DetailsIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 34 of 107


Copper Line Test DetailsIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 35 of 107


! "#$%&%'Ungroup functionality can be used to replicate a line item. This is useful if you want toplace an order containing many line items of the same product type and similarconfiguration. For example if you want to place an order for 20 EUAs, all with thesame CRD, you would add a single EUA line item to the order, set the CRD and thenuse the ungroup functionality to replicate that line item 20 times.The steps below follow Step 9 Billing Account (2. How to use eCo Plus to order EUAfor WBC) as detailed on page 12 of this guide. At this stage, you would have selectedthe following within the ordering process:• Account• EUA (End User Access) for WBC product• CRD (Customer Required Date)• Your Product reference• Billing accountStep 1. Save Order ProgressAll details in the Quote and Order Details screen will now be populated. To save thedetails of your order at this stage, Click ’SAVE’.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 36 of 107


Step 2. Select Quantity and UngroupThe Basket screen is now displayed showing your order summary. Note, under DetailsComplete a Red Flag is displayed. Once the Product has been configuration iscomplete, the flag will be Green.Select the number of EUA (End User Access) for WBC orders you would like toprogress under ’Quantity’. The default is always set at 1; however for the purpose ofthis demonstration the ’Quantity’ has been changed to 4.To save, click ’SAVE QUANTITY’, then to ungroup the separate 4 orders, click‘UNGROUP’.Step 3. Configure Ungrouped OrdersThe four EUA (End User Access) for WBC orders have now been separated. Toprogress each order to suit your requirements from this stage, click ’CONFIGURE’Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 37 of 107


Step 4. Check AvailabilityAll details in the Quote and Order Details screen will now be populated as saved inStep 1. Once you have inserted a ‘Product reference’ for this order, click ’CHECKAVAILABILITY’ to continue and then progress to Step 11. Availability Check (2. How touse eCo Plus to order EUA for WBC) as detailed on page 13 of this guide. Then onceyou have completed the configuration for this order, you are then able to do the samefor the other duplicate orders and configure each to your specifications.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 38 of 107


( )&*%$%&%'If you find yourself placing many orders containing the same products with similarconfigurations, you may wish to save the order as a favourite. This will enable you toquickly create new orders in the future based on this favourite, instead of having tocreate a new order and manually pick-in and configure each line item from scratch. Afavourite can also be added to a currently open order, i.e. the line items containedwithin the favourite will be added to the basket of the open order.The step by step guide below details how to save an order as a ‘Favourite’ and thensubsequently add it to your order. For all orders that are saved as Favourites’, thesaved order is available by clicking the ‘Open Favourites’ link via the Customer Zonefront page on eCo Plus.Step 1. Save As Favourite FunctionalityFor the purposes of this demonstration the steps below follow Step 3. ConfigureUngrouped Orders (3. Ungroup functionality on eCo Plus) as detailed on page 20 ofthis guide. At this stage of the ordering process, the 4 EUA (End User Access) forWBC orders have now been separated. To save this order as a favourite, click ’SAVEAS FAVOURTE’.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 39 of 107


Step 2. Save As FavouriteThe ‘Save as favourite’ screen is now displayed. To enable you to search for thisorder at a later date, populate the ‘Favourite name’ field and the mandatory ‘YourDescription’ field as shown below. Please note that both fields are free text boxes. Tosave, click ’SAVE’.Step 3. Saved As Favourite ScreenThe ‘Saved as favourite’ screen is now displayed. To accept, click ’OK’.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 40 of 107


Step 4. Customer ZoneThe ‘My Basket’ screen appears. To find the order you saved as a ‘Favourite’, clickthe ’Customer Zone’ link.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 41 of 107


Step 5. Open FavouritesThe ‘Customer Zone’ page appears on the front of eCo Plus. To select favouriteorders, click ’Open favourites’.Step 6. Add Selected Favourite to OrderSelect favourite that you want to add to your order by using the radio button and click’Add selected favourite to order’Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 42 of 107


The favourite EUA (End User Access) for WBC order has now been added to yourexisting order. To progress each order to suit your requirements from this stage, click’CONFIGURE’Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 43 of 107


+ ,&$-%"This section covers the ‘Order Tracking’ functionality and provides a step to stepguide demonstrating how to use eCo Plus to search for an order, and subsequentlydrill down into the order to view the asset configuration previously selected. How tolook at the components that make up the order (rental charge, connection charge etc)is also detailed.‘Order Tracking’ also gives you the ability to check the status of the order line items.The ‘Order Tracking’ functionality allows you to do the following:• search (as demonstrated below in steps below)• Search for both order line items and order headers (order headers are basically"whole orders" and can contain multiple order line items). The steps belowdepicts the search for an order line item with a Service Reference of"BBEU*". Specifying a search criteria of "BBEU*" searches for all EUA products.The "*" character is a wildcard character (all EUA order line items have ServiceReference numbers beginning with "BBEU".• initiate the Amend or Cancel of orders• view components that make up the order (rental charge, connection charge etc)• send a customer query• View updates against each order. You can do this by clicking the "ViewComponents" button, and then referring to the "Component Milestone" section inthe ensuing page.• Accept or Reject excess construction charges / CPD proposals / servicehandover. This can be done in the "MCO Requests" section of the ProductComponents page. The following table shows the products this is applicable to:Accept/Reject ExcessConstruction ChargesAccept/Reject CustomerPromised Date proposalService Handover requestThis activity request is generated byNeo when it receives the DECCinformation from Openreach.Neo calculates the CPD based onNAD supplied by Openreach. If CPDis earlier than CRD, then thisrequest is generated. For Q2, thisactivity request will be enhanced toinclude the reason code and reasontext if the CPD is revised.Once all the service fulfilment jobsare closed against an order line, Neocreated this activity request for thecustomer to accept the service.Etherway, MSILEtherway, MSILEtherway, MSILIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 44 of 107


This section covers the ‘Order Tracking’ functionality and provides a step to stepguide demonstrating how to use eCo Plus to search for an order, and subsequentlydrill down into the order to view the asset configuration previously selected. How tolook at the components that make up the order (rental charge, connection charge etc)is also detailed.The ‘Order Tracking’ functionality allows you to do the following:• search (as demonstrated below in steps below)• Search for both order line items and order headers (order headers are basically"whole orders" and can contain multiple order line items). The steps belowdepicts the search for an order line item with a Service Reference of "BBEU*".• initiate the Amend or Cancel of orders• view components that make up the order (rental charge, connection charge etc)• send a customer query• View updates against each order. You can do this by clicking the "ViewComponents" button, and then referring to the "Component Milestone" section inthe ensuing page.Step 1. Track OrderLog onto eCo Plus via www.btwholesale.com as shown in Section 2, Step 1. Login asdetailed on page 8. Then once you are in the ‘Customer Zone’ within eCo Plus, click’Track Orders’ to track an order.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 45 of 107


Step 2. Search OrderVarious search criteria is available for you to search your order. You can search forpart of a number or reference by using an asterisk (*) as a wild card (e.g. Servicereference ‘0123*) will search all instances where the Service reference begins with‘0123’). You can also search orders against an account by clicking on the radiobutton to the left of the account name.The step below depicts the search for an order line item with a Service Reference of"BBEU*". Once you have selected your search criteria, click ’search’.For a new search on a different account, please choose the account you want tosearch against and click ‘New Search’. If no records are found please click ‘Refinesearch’.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 46 of 107


Step 3. Select OrderThe orders that you have searched for in the selected account and criteria will belisted. Click on hyperlink of order you want to view.Step 4. View Configuration DetailsThe Order Details screen is now displayed containing details of your order. To viewthe asset configuration previously selected, click ‘VIEW CONFIGURATIONDETAILS’.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 47 of 107


Step 5. View Order DetailsThe Product Configuration page is now displayed. Scroll down the page to view theattributes and values associated with your order. To view details of your order, click’Order Details’.Step 6. View ComponentsThe Order Details screen is now displayed, to view the asset configuration previouslyselected, click ‘VIEW COMPONENTS’.The Product Components screen is now displayed containing component details ofyour order.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 48 of 107


. /*'The Inventory functionality enables you to search for details of a particular asset or agroup of assets.Step 1. Customer ZoneFrom the Customer Zone page, click on ’Inventory’ or ’Inventory search’ where youcan search a particular asset or a group of assets you wish to look at.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 49 of 107


Step 2. View InventoryThe View Inventory page will then be displayed.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 50 of 107


Step 3. Select AccountUse the radio button to search against the account you wish to search against. Pleasewait for the page to refresh with the selected account details and then click on the’search’ button.To view a particular service, enter the service ID into the Service Reference Field.Alternatively, to look at all assets of a particular service, such as MSIL, enter part of theservice ID together with * e.g. MSIL*, as shown in screen shot below. Then click’search’.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 51 of 107


Step 4. Inventory DetailsA result will come that shows all assets that meet your criteria search and you can drilldown into individual assets by clicking on the asset ID.The Inventory details for this service will now be displayed. From this page you canraise a fault, or cease a service by using the relevant buttons on the right of the screen.For instructions of how to progress a fault or cease, please refer to the relevant sectionscontained in this document.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 52 of 107


0&%To carry out a ‘Kill PPP Session,’ please click ’RELEASE PPP SESSION.’Please click ’NEXT’ to raise fault report”.Please click ’cancel’ to cancel or ’previous’ to go back to the previous screen.Please note that when carrying out a “Kill PPP Session” on WBC the portal will provideyou with an error message saying “Current PPP Session could not be release”.This is a known bug which BT Wholesale is working to resolve, please be assured thatthe session will have been terminated despite the error message as shown in screenshot below.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 53 of 107


Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 54 of 107


1 #&)&This section covers the ‘Fault Reporting’ functionality and provides a step by stepguide demonstrating how to use eCo Plus to search for an order, and subsequentlyraise a fault. Contained within the fault reporting process is a structured questionselement which is designed to investigate your issue and determine a root cause. Ifthere is no fault found on the BT network or with BT, and an engineer appointment isscheduled, please note that you may incur charges.The process flow below details the steps that need to be completed before a fault canbe submitted to BT.Step 1. Report a faultLog onto eCo Plus via www.btwholesale.com as shown in Section 2, Step 1. login asdetailed on page 9. Then once you are in the ‘Customer Zone’ within eCo Plus, click’Report a fault’ to report a fault with EUA for WBC.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 55 of 107


Step 2. Search AssetThe Asset Search screen is now displayed. Please enter search criteria to search fora particular asset and click ’SEARCH’. Please note that searching against allaccounts will take longer than searching against a single account.Various search criteria is available for you to search your order. You can search forpart of a number or reference by using an asterisk (*) as a wild card (e.g. Servicereference ‘0123*) will search all instances where the Service reference begins with‘0123’). You can also search orders against an account by clicking on the radiobutton to the left of the account name.The step below depicts the search for an order line item with a Service Reference/Service ID. Once you have selected your search criteria, click ’SEARCH’.Step 3. Select AssetThe Select Asset screen is displayed together with your search results. Click onhyperlink of the asset you want to view. The ’Associated Faults’ button enables youto see if any faults have been raised against the asset.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 56 of 107


For a new search on a different account, please choose the account you want tosearch against and click ‘New Search’. If no records are found please click ‘Refinesearch’.Step 4. Diagnose/ Report FaultThe Inventory details screen is displayed. To diagnose and report a fault on theselected asset, click ’DIAGNOSE/ REPORT FAULT.’Please note, if a fault has already been placed against your asset, you will not be ableto 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 raisedagainst the asset.Step 5. Fault Placement : Structured QuestionsThe Fault Placement : Structured Questions screen is displayed.Please progress through the structured questions and be as accurate as you can. Youwill be provided with drop down options relating to the questions and where necessarya free text field will be made available for you to populate specific informationregarding the question and your fault.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 57 of 107


Once you have provided a response to a question, click ’NEXT’ to move onto the nextquestion. At any time during this process, you have the option to go to ‘Previousscreen’ or ‘Cancel.’The structured questions follow a particular path which is as a direct consequence ofyour previous response. This is designed to establish the root cause of your fault byeliminating certain possibilities and checking specific statements and will enable thesystem to diagnose your fault accurately.Once you are at the stage as detailed in the screen shot below, the ‘Raise fault’navigation through the Portal is detailed on the screen. The current stage ishighlighted 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’.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 58 of 107


Please note that a diagnostic test will be performed which may cause a briefdisruption to service. Click ’NEXT’ to acknowledge this and continue.Step 6. Diagnostic TestThe diagnostic test will commence and you will see movement on the screen toindicate that it is working as screen shot below. This test can take up to six minutes tocomplete. Please do not click on the screen while this test is being performed as itmay affect the fault placement journey.This page as shown in screen shot below will refresh every 30 seconds untilcompletion of the test. You will be presented with a list of test results on completion ofthe diagnostic test.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 59 of 107


Step 7. Diagnostic SummaryThe Diagnostic Summary screen is displayed detailing your test results. The firstsection shows the results for checking against any major service outages.A pass indicates there are no major service outages affecting your service.A fail indicates a known major service outage problem.The second section titled ‘Analyse Test Results,’ are the results for your specificservice. A fail indicates a possible problem with the line.Please be aware that if diagnostic tests indicate that there is no fault on the network(Test Outcome = “Pass”), you may be liable for charges if you proceed to raise thefault.If you no longer wish to raise a fault, please ‘click’ the ‘CANCEL’ button. Click ’NEXTto continue raising the fault.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 60 of 107


Step 8. Diagnostic ResultsThe results will now be displayed. Please click ’next’ to continue.Step 9. Fault Placement : Structured QuestionsThe Fault placement screen is now displayed. Please progress through thestructured questions and be as accurate as you can.You will be provided with drop down options relating to the questions and wherenecessary a free text field will be made available for you to populate specificinformation 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 moveonto the next question.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 61 of 107


Once you have completed the structured question and reach the point in the journeyas detailed in screen shot below, please select ’NEXT’ to complete your ‘Fault Report’or select Cancel to exit.Step 10. Create a Fault ReportThe Create a Fault Report screen is displayed. Please enter a description in theFault Description field to assist engineers with resolving your problem.Please check that your Customer Contact details are correct and amend if necessary.Please note that only the ‘web fault tracking’ option available for WBC. No otheroptions are available.Please note that the screen defaults the ‘Update frequency option’ to ‘No OutboundNotification.’ There is no need to select the frequency as all WBC updates aresupplied automatically via the web.*Please note that the email option is not available as the route for receiving your WBCKCIs and therefore should not be selected for your WBC orders.To receive WBC KCIs, you may opt to have them sent to you via the B2B gateway, or,alternatively, view the status of an individual order on eCo Plus. You can also viewyour faults via the BBCR “Broadband Customer Reporting” application.Once you have completed all the necessary fields, click ’NEXT to continue.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 62 of 107


Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 63 of 107


Step 11. Submit FaultThe Fault Report Summary screen is now displayed and lists your fault details.Please scroll down to the bottom of the page and acknowledge that if this fault has notbeen caused by BT, you may be charged.Please put a tick in the box confirming that you have the correct delegated authority toprogress the fault on behalf of the Communications Provider. The reference to theterms and conditions in the screen shot below confirms that there is a signedcontract with BT which authorises you to use and submit orders on eCo Plus.By putting a tick in the box as shown below, you agree to pay the repair charges if thenetwork or equipment failure turns out to be a non-BT fault.A copy of the Terms and Conditions of this product can be obtained by your AccountManager if required.If required, at this stage you have the option here to edit your fault report or cancelyour fault. Click ‘Submit Fault’ to submit your fault.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 64 of 107


Step 12. Fault Report ConfirmationThe Fault Report Confirmation screen is displayed.You fault is now submitted and is now being managed by BT.Please note that the standard terms and conditions of the maintenance option youhave chosen will apply.For details of your maintenance option, please consult your Product Handbook.Please make a note of your ‘BT Reference Number’ as you will be able to use thisreference when tracking this fault and when in contact with BT.You can be kept informed of updates to this fault from ‘Fault Tracking’.Please note that by clicking the BT reference number hyperlink as shown in screenshot above, you will be taken to the Fault details page as detailed below.Any updates pertaining to fault can be located in the updates area.If the status is ‘Submission - In Progress’ the fault is not yet with BT.If the status is ‘Open – In Progress’ your fault is now with BT.This completes the Fault Placement journey.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 65 of 107


Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 66 of 107


23 ,&$-&)&This section covers the ‘Fault Tracking’ functionality and provides a step by step guidedemonstrating how to use eCo Plus to search for a fault, and subsequently drill downinto the details of the fault. Within the ‘Customer Zone’ page, click ’Track a fault’.Please note that searching against all accounts will take longer than searching againsta single account.Various search criteria is available for you to search your order. You can search forpart of a number or reference by using an asterisk (*) as a wild card (e.g. Servicereference ‘0123*) will search all instances where the Service reference begins with‘0123’). You can also search orders against an account by clicking on the radiobutton to the left of the account name.The screen below follows raise fault journey by using the using the search function intrack faults, similar to the provision journey. Please fill in the search criteria, and thenclick ‘search.’The faults that you have searched for in the selected accounts will be listed in thescreen. 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 screenwhere the details of your fault, plus any notes or updates can be seen.To go back to fault tracking, click track faults.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 67 of 107


22 &4 &)&This section covers the ‘Amend Fault’ functionality and provides a step to step guidedemonstrating how to use eCo Plus to search for and amend a fault.If there is no fault found on the BT network or with BT, and an engineer appointmentis scheduled, please note that you may incur charges.Step 1. Select FaultPlease locate your fault by following the steps detailed in Section 10. ‘How to use eCoPlus to Track a Fault’.The Track Faults screen is displayed together with your search results. There are twoways to amend a fault from this screen. The first amend journey option is to click’AMEND’ on the selected asset. If you choose this option please move to step 3. Thesecond is to click on hyper link of the asset, as shown in the screen shot below.Step 2. Amend FaultThe Fault Details screen is displayed where the details of your fault, plus any notesor updates can be seen. To amend fault on the selected asset, click ’AMEND.’Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 68 of 107


Step 3. Amend Fault DetailsThe Amend Fault Details screen is displayed. You will then be taken though some ofthe 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 ontothe 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 alreadycarried out. Please check CAPC (if not already checked) and ensure that theCustomer is advised of the possible charges.Please put a tick in the box confirming that you have the correct delegated authority toprogress 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 thenetwork or equipment failure turns out to be a non-BT fault.Please check the box and click ‘NEXT’ if you accept the possible charges. Otherwiseclick Cancel to return to the Fault Details without making any changes to the details.Click ‘NEXT’ to continue.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 69 of 107


If required click ’PREVIOUS’ to go back, or ’CANCEL’ to cancel the amend faultprocess. Click ‘FINISH’ to complete the amendments and submit to BT.The Fault Details screen is displayed with the fault amendments updated.Step 4. Fault DetailsThe Fault Details screen is displayed with the fault amendments updated. You faultamendment has been submitted and is now with BT for progression.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 70 of 107


2 $&$&)&This section covers the ‘Cancel Fault’ functionality and provides a step to step guidedemonstrating how to use eCo Plus to search and cancel a fault.If there is no fault found on the BT network or with BT, and an engineer appointmentis scheduled, please note that you may incur charges.Step 1. Select FaultPlease locate your fault by following the steps detailed in Section 6. ‘How to use eCoPlus to Track a Fault’.The Track Faults screen is displayed together with your search results. There are twoways to amend a fault from this screen. The first amend journey option is to click’CANCEL’ on the selected asset. If you choose this option please move to step 3.The second is to click on hyper link of the asset, as shown in the screen shot below.Step 2. Cancel FaultThe Fault Details screen is displayed where the details of your fault, plus any notesor updates can be seen. To cancel fault on the selected asset, click ’CANCEL.’Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 71 of 107


Step 3. Cancel Fault DetailsThe Cancel Fault screen is displayed.Please see below a list of cancellation reasons that are available on the drop down listin the fault cancellation journey.Access problems Incorrect line reported Fault Location changedLine being ceasedFault no longer exists onlineWrong Asset NumberReportedCircuit Now WorkingIncorrect Service IDreportedProblem on Customer Cost implicationEquipmentPlease do not select ‘Notes’ as a cancellationreasonPlease note, that if your fault has now progressed to a stage where agents may beworking on it, a cancellation is likely to incur extra charges. Please check CAPC (if notalready checked) and ensure that the Customer is advised of the possible charges.Please select your ‘Cancellation reason’ from the drop down menu and put yourreason for rejecting the fault in the free text field as circled in the screen shot below.Please do not select ‘Notes’ as this is not a valid reason.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 72 of 107


Once you have confirmed the ‘Cancellation contact’ and wish to go ahead with thecancellation, please put a tick in the box confirming that you have the correctdelegated authority to progress the cancel fault request to accept charges if applicableon behalf of the Communications Provider and click ’SUBMIT.’If you do not wish to continue to cancel the fault, click ‘BACK’ to return to the Faultdetails.Step 4. Fault Cancellation ConfirmationThe Fault cancellation confirmation screen is displayed and your cancel faultrequest has now been sent to BT.The Status will be ‘Open – Cancellation In Progress’ and you will not be able to raisea fault on the same asset. You can raise a fault on the same asset once the statushas been changed to ‘Cancelled.’Please note that the status should change immediately to ‘Cancelled’ once you havesubmitted your cancel fault request.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 73 of 107


The screen shot below shows the status as being ‘Cancelled.’Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 74 of 107


2 $&)&Step 1. InboxLog onto eCo Plus via www.btwholesale.com as shown in Section 2, Step 1. login asdetailed 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 close a fault with EUAfor WBC.Step 2. Action requiredYou Inbox screen is displayed. You can view ‘Web Queries’ on this page which listresponses 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.’Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 75 of 107


Step 3. Close FaultIf 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 screenshot 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’ andclick ’Inbox’ as detailed in Step 1 of this section, then repeat the process to this point.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 76 of 107


Here you have the option to either ‘Accept’ or ‘Reject’ resolution of the fault. To acceptthat the fault has now been resolved, click ‘ACCEPT’. Please note that there is nofurther 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 toyour Inbox screen with the fault removed.You can view details of your fault by using the Fault Tracking functionality. The FaultStatus will be ‘Open – Cleared’. For information on how to utilise the Fault Trackingfunctionality, please refer to Section 11 of this document. Your fault will be closedautomatically 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 thefault again as a new fault, but only after 2 hours as described above where theStatus would have changed from ‘Open – Cleared’ to ‘Closed – Completed’ asshown in the screen shot below.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 77 of 107


2! 5$&)&This section covers the ‘Reject Fault’ functionality and provides a step to step guidedemonstrating how to use eCo Plus to search and reject a fault.Step 1. InboxLog onto eCo Plus via www.btwholesale.com as shown in Section 2, Step 1. login asdetailed 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 EUAfor WBC.Step 2. Action requiredYou Inbox screen is displayed. You can view Web Queries on this page which listresponses 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.’Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 78 of 107


Step 3. Reject FaultIf 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 screenshot 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’ andclick ’Inbox’ as detailed in Step 1 of this section, then repeat the process to this point.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 79 of 107


Here you have the option to either ‘Accept’ or ‘Reject’ resolution of the fault. To rejectthat the fault has now been resolved, click ‘REJECT’.A new page will appear asking you to enter details for rejecting the fault.Please select ‘Failed Retest’ as shown in the drop down menu and put your reason forrejecting the fault in the free text field as circled in the screen shot below.To accept rejection of the fault, together with the rejection reason you have providednotice, click ‘OK’, otherwise ‘BACK’.You will now be returned to your Inbox screen. Your fault has now been returned toBT Wholesale and removed from your Inbox list.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 80 of 107


You can view details of your fault by using the Fault Tracking functionality. The FaultStatus 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 maycontact you to schedule an appointment if necessary and made available to you inyour ‘Inbox’ under the ‘Action required’ section.For information on how to utilise the Fault Tracking functionality, please refer toSection 11 of this document. Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 81 of 107


2( /%%&%")&%&"%$This section covers how to carry out standalone tests on a particular asset andview test results before raising a fault.Radius log/ BBNetwork CheckxDSL StatuscheckNetworkIncident checkPolicy managertestDiagnostic Test xDSL IP TestConsistencycheckPTTR analysisxDSL CoppertestDLM dataStep 1. Initiate fault DiagnosticsFrom the ‘Customer Zone’ page, please click ’Initiate fault diagnostics’ to carryout a diagnostics test.Step 2. Select AccountThe Asset Search screen is displayed. From this screen you will first need toselect the relevant account from the account list.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 82 of 107


Step 3. Asset SearchOnce you have selected the account, the Asset Search screen is now displayed.You will need to carry out an asset search. Enter the asset identifier into theService Reference field and select ’SEARCH’Step 4. Initiate DiagnosticsThe Initiate diagnostics screen is displayed. To invoke a diagnostic test againstthis asset, the ‘INITIATE DIAGNOSTICS’ button.For information on the ‘Release PPP session’ button as shown in screen shotbelow, please refer to Section 7 of this document.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 83 of 107


Step 5. Standalone Diagnostic TestOnce prompted with the Standalone Diagnostic Test screen, select the relevant LineTest Category that reflects your fault from the drop down list. Once you have selected aparticular test, click on the ‘NEXT’ button.You will then be prompted with a further structured question, asking for the particularFault Report Code.Notice there is an asterisk beside the question; this denotes this is a mandatoryquestion that requires an answer before you can move on.Once you have selected the relevant ‘Fault Report Code’ you can go ahead andselect the ‘FINISH’ button.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 84 of 107


For further information on each ‘Line Test Category’ and descriptions of each, pleaserefer to the table below.Test NameRADIUS Log CheckPTTR AnalysisDescription of 21CN BB TestsDescriptionThe RADIUS Log Check is used to give a profile of user activityin terms of logging in and out, session statistics etc. The newimplementation relies on a query being made to the RADIUSMediation Device (RMD) which is keyed on the IA ID.(This option provides an interactive tool that accepts a singlecircuit input and displays the results on a web screen based onthe RADIUS logs for successful and failed logon attempts)The performance tester tool provides a comprehensive appraisalof the performance of a circuit for speed related faults. This testqueries the PT database for test results and performs aninterpretation of the returned values(Performance Tester Tests Results).DLM Data This is a history tool that gives the history of the last 32transactions for DLM changes.xDSL Status CheckxDSL IP TestxDSL Copper TestThe DSL Status check performs characteristics checks onCMSAN to determine Sync problems and other failures like NTEPower OFF,etc. The DSL Status Check makes a call to the xDSLStatus Check Infrastructure component which in turn invokes thestatus check service on the appropriate CMSAN.(This test shows the current status of the modem and providessome performance info for the line.)This test performs Layer 3 ping tests and other QoS and Sessionstatus tests by logging on to the BRAS.Through Woosh interface this test is also capable of performingsingle Line Test, packet Counter Test, port Number Test,throughput History, sessionKillTest, circuit History(This non-intrusive check tests the IP layer and providesinformation on the current status of a WBC service. It is a quickand easy way to check if a circuit is working and should be usedto ensure that your end user is switched on and logged in.)The XDSL Copper Line Test checks the quality and status of thecopper local access for a DSL service by performing a copperline test. The actual test functionality will be performed by theGTC-S system and it will be accessible to the GTC-J via the B2Bgateway, and under the EOI banner only a subset of the valuesreturned will be accessible to GTC-J. Openreach will charge forthe Line tests carried out.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 85 of 107


CONSISTENCY CHECKXDSLIP HISTORY TESTPOLICY MANAGERTESTAP TESTEP TESTBB NETWORK CHECKTap Test ToolCDA toolLag TestxDsl Provision CheckOSCNetwork Incident check(This checks to see if there is continuity on the line.)This test is used to check whether the BRAS speed is consistentwith the SERVICE_SPEED retrieved from BIP/RAMBO.(A Check is to ensure that the constancy of the Sync Speed is inline with the IP layer.)This test is performed to fetch history results from TRDB fora particular xDSL IP SLT circuit.Enables the user to view Advanced Services data(Assured Rate check.)This is a dummy test. We do not perform any diagnosis for thistest.This is a dummy test. We do not perform any diagnosis for thistest.TAP Test Tool is a standalone tool which allows controlling theEU line to perform network tests, running various probes on theidentified line/connection to be tested.This tool is used get the routing information of a particular circuit.Currently this tool host four tests via OSC: Reset Line, DSLStatus Check, Radius log Check and xDSL IP TestLag Test is used to test the Lag bundle (i.e. bundle of EthernetLinks) that forms a logical connection between the networkequipment i.e. BRAS and Alcatel 7750.The main purpose of thistest is to determine the status of the Lag Bundle between theequipments (i.e. Up/Down).The xDSL Provision Check forms part of the xDSL installationprocess. The test is carried out at the customer/end user'spremises to check that the customer/end user's line loss valuesare below the maximum threshold (if they exceed the threshold,the installation cannot continue). It also confirms that the serviceis working after completion of the work. In the event of a fault,stored readings can be used to make pre and post-installationcomparisons to aid diagnosis, e.g. a positive pre-installationreading followed by a negative post-installation reading couldindicate a wiring fault. replace with your document's contentOne Shot Check provides a single screen from which anautomated suite of tests are carried out.The Network Incident Check function enables you to identifynetwork events which may have caused a customer fault.(Checks to see if there is a network incident relating to a givencircuit this includes MSOs, PEWs.)Diagnose FaultThe Network Incident Check function enables you to identifynetwork events which may have caused a customer fault.(This is OSC, but includes various tests depending on the FaultReport code.)Issue 5 : © 2010, British Telecommunications plcPage 86 of 107This guide is for training purposes only and is subject to change byBT


Step 6. New TestsOnce you have selected the Fault Report Code and clicked on ’FINISH,’ you willbe prompted with a further new test screen.This screen will advise testing has been initiated and results will be available within15 minutes.You can now choose to click on ‘CONTINUE’ which will take you back to the mainCustomer Zone Screen or choose to click on the ‘NEW TEST’ button which willallow you to carry out another test.In this instance let’s assume we have no need to carry out any further testing, let’stake a look at how we would view the results. Click the ‘CONTINUE’ button.Please note that multiple tests can be initiated on the same service. To enable youto initiate a new diagnostic test click the ’NEW TEST’ button.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 87 of 107


2+ 6% 7'*%$$Step 1. View ResultsOnce you have selected ‘CONTINUE’ as per the end of Section 14, you will betaken back to the ‘Customer Zone’ page. From this screen you can now select the‘View results by service reference.’Please note that you can also view all test results initiated on assets within youraccount by selecting ’View all results.’Once prompted with the Asset Search page, click the ‘search all accounts’ buttonIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 88 of 107


Enter the asset identifier in the Service reference field and click the ‘SEARCH’buttonThe View Inventory page will show the results of the search and will bring up therelevant asset.In order to view the results we would need to click and select the ‘VIEW RESULTS’item.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 89 of 107


The Test Results page is now displayed. From this screen you can see a list of allthe different tests that have been carried out against your selected asset.You can go ahead and raise a fault from this screen, by selecting the ’RAISEFAULT’ button.Please note that multiple tests can be initiated on the same service.On this screen, all the tests initiated in the last 48 hours can be viewed.Test expiry time will indicate the time till tests will be available on the server.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 90 of 107


In order to view a particular test result in more detail, you will first need to select aparticular test category by highlighting a specific radio button, for example in thisinstance we want to take a look at the xDSL Status Check.Once you have selected a test category, you will be prompted with a link under theTest result details heading. Click on the reference number to view detailed testresults.The following screen shot provides an example of the test results for an xDSL StatusCheck, in this instance the test outcome is a ‘Pass.’Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 91 of 107


The subsequent screen shots, provides further examples of test results by category.Consistency CheckDLM DataIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 92 of 107


Diagnose FaultIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 93 of 107


Network Incident CheckPTTR AnalysisPolicy Manager TestIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 94 of 107


RADIUS LOG CHECKxDSL Copper TestIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 95 of 107


xDSL IP TestStep 2. Viewing Test Results from the last 48hrs.To view all the results carried from the last 48 hours, you would first need to accessthe ‘Customer Zone’ page and select the ‘View all results’ item.Please note that this will return all tests registered against all assets in the ‘Account’you have selected.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 96 of 107


Here we have the Test Results screen which basically shows all the tests carriedout within the past 48 hours. Each test has a test initiated time and expiry date.Again we can take a look at the test results in more detail, by simply selecting therelevant test and clicking on the link displayed under the ‘test result details’ heading.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 97 of 107


Step 2. Attributes and ValuesPlease find table below which provides the parameters are generally sent back inresponse once a ‘Stand Alone Diagnostic Test’ has been invoked. Test PFA are theresponse xml for Diagnose Test and Copper Line Test.OnceGroup Field Sub-Field Data/ValueinvokeIDUnique identifier ofthe request from theclient system, e.g.testConductorIdErrorerrorCodeerrorMessagetestInstanceResult testIdtarrIdtestCategory123456Test Conductor ID,e.g.neo1.intra.bt.comContains the uniqueidentifier of thediagnostic testThis is the name ofm/c on which thetest is running e.g.broadbandgtc.nat.bt.comDiagnose FaultproposedRepairActionsDTRRecommendationEg: All tests OK.Ensure user has allequipment properlyconnected and thatwiring is OK. If allcorrect, retest, ifsame result, ask EUto power off modemand retest. Ifproblem stillpersists, report faultto BTadditionalInfo/item faultFlag Indicates theIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 98 of 107


additionalInfo/itemadditionalInfo/itemadditionalInfo/itemadditionalInfo/itemadditionalInfo/itemproblemEquipmentIdORTestReferenceIDORFaultReportAdvisedORAppointmentRequiredFlagserviceIDNeeds to be ignoredby OS.Applicable only ifthe faultFlag is ‘N’i.e. it’s a Networkfault. If the fault is inBTW network, thisfield would containthe‘problemEquipmentId’ and if the fault isin OR network thenthis field wouldcontain the‘xMPFId’.Detailed mapping ofProblem EquipmentId in the embeddedfile. Confirmationpending from NEO.Contains a uniqueID for a test run onthe BT Openreachdiagnostic testsolution. Notexpected to bepassed for Cycle 4Indicates if the anOR trouble report isadvised, notadvised, or theresults areinconclusiveIndicates if anOpenReachappointment isrequiredThe BroadbandService Identifier.Output parameterrequired only byNEO.Needs to be ignoredby OS.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 99 of 107


additionalTexttestOutcomeresultCodetestStartDateTimetestStopDateTimespecificParametersDescribes thediagnostic test resultcode descriptionContains thediagnostic testoutcome, i.e. Pass,Fail, or InconclusiveContains thediagnostic test resultcode, e.g. 100Contains the timethe test startedContains the timethe test completedContains the detailresults of the test inan XML structureIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 100 of 107


2.%%&/4 &%How to access eCo PluseCo Plus is accessed via www.btwholesale.com. The eCo Plus link is located withinthe Customer Zone under the ‘Applications’ heading.Please note that access to eCo Plus is subject to the user having successfullyregistered for access to www.btwholesale.com.The following details the process of how to register on www.btwholesale.com andachieve access to eCo Plus to enable you to order the products detailed in thisdocument.Key Step in ProcessIf not already a BTCustomer, you needto register and bealigned to a BT Line ofBusiness (LoB)(BT Wholesale)Customer JourneyCustomer contacts Wholesale Client Reception Team eitherby phone or email clientreception@bt.com or 0800 671045The Reception team checks that the Customer is a bona fideentity (credit checks etc) and assigns an Account ManagerThe Customer must have a Legal EntityBT creates a Customer AccountBefore Products can be Ordered, a Billing Account needs tobe created, containing information on Contacts, BillingAddress etc. This will be done by BT Wholesale Billing onreceipt of the necessary information (this will normally comevia the Account Manager)This stage of the process could take a week, but depends onthe size and complexity of the relationshipBT WholesaleRegistrationwww.btwholesale.com is the portal to access eCo Plus, andUsers must log in via it firstCustomer first registers by going to www.btwholesale.com,clicking on the Register link, and going through the onlineregistration process which is intuitiveAn email will be sent to confirm successful RegistrationHelp can be obtained via links off the websiteIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 101 of 107


eCo Plus RegistrationThis stage of the process is more or less immediateTo be able to Order 21CN Products online, Customers mustRegister for eCo PlusThere is a link off www.btwholesale.com to do this, howeverfirst Customers must nominate Gold Users(s) who will begiven certain admin rights and will vet additional Users withinthe Customer’s Organisation1. The Gold User(s) names / contact details should beprovided to BT via the BT Product Manager / AccountManager2. Gold Users can, when advised, apply for eCo Plusaccess by following the Instructions shown below3. Gold User(s) will receive confirmation that they haveaccess and can now log onto eCo Plus4. Additional Users should follow the same processbelow, however Gold Users will be given admin rightsto authorise Additional Users to see that CustomerAccount5. Additional Users will now be able to log in to eCo PlusInstructions to apply online for eCo Plus (all Users)• User logs onto www.btwholesale.com and CustomerZone 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 ‘EcoPlus’• In ‘Additional Information’ give justification for whyaccess is required which will help Admin validate therequest• Click Ready• User will receive on-screen confirmation & anautomated email confirming the request has beensubmitted & provisioning of access will take up to 24hours• NOTE ‘Additional Users’ will not get access untilenabled by their Gold Users as mentioned above• User logs into www.btwholesale.com, clicks on EcoPlus from their Applications menu and can now Order21CN Products and ServicesIssue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 102 of 107


• To register a User typically takes 1-2 days. SeveralUsers could be registered simultaneously but largenumbers will take longerFurther InformationFor general help with www.btwholesale.com, click on the‘Help’ link within the green banner of each page of the site oremail btwholesale.direct@bt.comFor help in placing an Order, or Fault, please contact yourBT Service TeamFor technical support with eCo Plus, please contact oursupport desk on 0800 7835639 Option 4 (not to be useduntil advised operational, until then contact service / productManager)For admin support, such as changing or deleting Users,contact onesiebel.service.desk@bt.comHints & TipsThere is a Hints & Tips link available on eCo Plus for further information.If a technical warning message appears, please follow the instructions in themessage, alternatively log out and back in again, if an error occurs please contactyour account manager.If a red flag is displayed under Details Complete, it means that not all details have beencompleted via the configurator. Here, please click on configure or move back to theprevious screen to check that site details; service point etc has been fully completed.Once you have completed all required information in Quote and Order Details screen,click NEXT. If you click SAVE, you will be taken to the Basket screen and a red flag willappear under Details Complete.Any field with a red * is mandatory.You progress will be stored on eCo Plus for up to 20 minutes if you are timed out ofwww.btwholesale.comPlease do not double click or go back when page is loading as the page may crash.If you require a new or additional account added to your profile, please contact the BTWholesale support team on 0800 7835639.Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 103 of 107


When creating a new Service Point, please do not use the ampersand symbol (&) asthis will corrupt the order. Please use words only.If you get the following message, then please contact the Service centre on 0800 0323888 to assist and process manually.“The option you have selected on the ‘select site’ screen contains invalid data. Pleasechoose another option offered for your site or create a new site to progress. Pleasecontact your account manager if you require further assistance.”Fault Placement : Structured Questions section; when you are asked to state whichproduct type you are using, please note that CSH is not available at this time.When amending a fault and asked for permission for Intrusive Testing, please selecteither ‘Yes’ or ‘No’ to whether the service can be taken down to allow intrusive testing.Please note that an intrusive test may interrupt your Service. Click ‘NEXT’ to continuethrough questions.Please do not use the ‘Back’ button at this time as it may affect your orderplacement and loose information you have already put in the system.When selecting an account, please wait for the page to refresh with the new account onscreen. If you click on the screen or while this is happening, the page can crash.To raise a fault, please contact Bt Wholesale on 0800 0323 888.The system can crash while raising a fault, and then subsequently raise a fault in thebackground. If you attempt to raise the fault again and receive an error message,please utilise the Fault tracking functionality to determine whether fault was actuallyraised (always check associated faults). If you receive an error message, please call0800 0323 888Please note that once you accept the resolution of your fault, the status of the fault doesnot change until after a period of 72 hours. Please note that if you accept the resolutionof your fault in error and need to re-raise the fault, please contact BT Wholesale on0800 0323 888Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 104 of 107


MCOsYou are responsible for managing your Inbox. If you selected email as a KCI, you willreceive an email advising action is required. There are 3 MCOs on applicable to theL2C journeys :1. MCO for accepting or rejecting a CPD that is earlier than the customer CRD.2. MCO for accepting or rejecting excess charges that are greater than thecustomers provided limit3. MCO for accepting or rejecting Service HandoverYou will have 72 hours to either accept or reject.If the you do nothing on accepting or rejecting a CPD that is earlier than the customerCRD the system will auto reject.If you do nothing on accepting or rejecting excess charges that are greater than thecustomers provided limit, the system will automatically send a task to OS user to chasefor a response.If you do nothing on accepting or rejecting Service Handover, the system will autoaccept.Ungroup functionality on eCo PlusUngroup functionality can be used to replicate a line item. This is useful if you want toplace an order containing many line items of the same product type and similarconfiguration.For example if you want to place an order for 20 EUAs, all with the same CRD, youwould add a single EUA line item to the order, set the CRD and then use the ungroupfunctionality to replicate that line item 20 times.Favourites functionality on eCo PlusIf you find yourself placing many orders containing the same products with similarconfigurations, you may wish to save the order as a favourite.This will enable you to quickly create new orders in the future based on this favourite,instead of having to create a new order and manually pick-in and configure each lineitem from scratch.A favourite can also be added to a currently open order, i.e. the line items containedwithin the favourite will be added to the basket of the open order.Issue 5 : © 2010, British Telecommunications plcPage 105 of 107This guide is for training purposes only and is subject to change byBT


Service Availability CheckOnce eCo Plus has recognised details of the site and its associated service point, eCoPlus will then complete a technical availability check.This may take a few minutes to complete. An automated response is generated fromthe back end systems. A message will be displayed if the service is available at the site.If available the resilience options will also be displayed.If the service is not available at the chosen location, unfortunately you will be unable toprogress the WBC EUA (End User Access) order on that site at this time.Mini shopping cartThe purpose of the mini shopping cart is to provide users with the price of the line itemthey are currently viewing/configuring. The price on the mini shopping cart is updateddynamically if the user changes a cost-affecting attribute against the line item. Thisenables the customer to quickly get a quote for a particular product.An example of the mini shopping cart is shown in the screen shot below.The cart provides a breakdown of non-recurring and monthly recurring charges andrelates to the specific line item selected only and not the entire order. It is available viathe Order Line Details page and the eConfigurator page. The price will changedepending on what is being selected (i.e. bandwidth).Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 106 of 107


DisclaimereCo Plus is still in development and as a result when ordering WBC EUA (End UserAccess) there may be some functionality or buttons that are not currently available .BT will keep you advised of developments. In the meanwhile, please report anyproblems you may experience to your Account Manager.Any prices shown on the screen shots within this training guide were taken for testpurposes only and do not represent a charging model for this product.Document HistoryIssue Number Reason for update Updated by DateIssue 1 First Issue BTWholesale – In- May 2008Life SystemsIssue 2 Second Issue BTWholesale – In- November 2008Life SystemsIssue 3 Third Issue CSLD - External June 2009Training DivisionIssue 4 Fourth Issue CSLD - External August 2009Training DivisionIssue 5 Fifth Issue CSLD - ExternalTraining DivisionJanuary 2010Issue 5 : © 2010, British Telecommunications plcThis guide is for training purposes only and is subject to change byBTPage 107 of 107

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