ECO PLUS WBC (FTTX) FAULT REPORTING TRAINING GUIDE

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If the ‘Individual Circuit Failure’ ( KBD problems with only 1 one asset) or the KBD‘Sytem Failure ‘option is chosen you will need to give a brief description of the issue.An error message will appear if you try to move on without entering a description. Thered asterisk means that the field is mandatory.Once all details have been enterered Click on NEXT to continue.If the ‘KBD System Failure’ ( KBD Down) option is chosen the KBD test will bebypassed and you will be able to report your fault.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 36 of 111
Step 4 Reporting a KBD faultAssuming that your service has had a KBD test in the last 2 hours, click on ‘Yes’Another question will appear asking if you want to choose the CCSFI option.NB: This will not be allowed if the KBD outcome code indicates that CCSFI isNOT offered for this outcome.Please refer to FTTP/FTTC Best Practice Guide for a list of KBD outcome codes (seethe link below)http://www.btwholesale.com/pages/static/Applications/Faults/knowledge_based_diagnostics.htmlSelect ‘Yes’ from the dropdown if you want CCFSI ( Customer Controlled SpecialFaults Investigation)By selecting the ‘NO’ option BT Wholesale will be triggered to initiate furtherdiagnostics.For this training we are following the ‘NO’ option and will cover CCSFI appointmentslater in this document.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 37 of 111
Page 1 and 2: 802641777ECO PLUS: WBC (FTTX)FAULT
Page 3 and 4: Table of ContentsContents1 Introduc
Page 5 and 6: 8 How to use eCo Plus to Amend a Fa
Page 7 and 8: 1 IntroductionThis guide is designe
Page 10 and 11: An Ethernet MSIL (Ethernet Multi-Se
Page 12 and 13: 2 InventoryStep 1 Customer ZoneThe
Page 14 and 15: Step 2a The Quick Start Functionali
Page 16: As you can see in order to raise a
Page 20 and 21: Step 5 Service DetailsThe Service D
Page 22 and 23: Step 2 Enter pinYou will be prompte
Page 24 and 25: Step 4 Test ResultsThis is the test
Page 26 and 27: When the highlighted buttons are cl
Page 28 and 29: Here you can see a list of the prev
Page 30 and 31: Step 6 Further DiagnosticsIf furthe
Page 32 and 33: Step 7 Logging out of KBDYou will n
Page 34 and 35: Step 2 Confirm that a KBD test has
Page 38 and 39: Click on the calendar icon to selec
Page 40 and 41: Once you have provided a response t
Page 42 and 43: Step 7 Create a Fault ReportYou can
Page 44 and 45: 5 Submitting a CCSFI FaultLet’s n
Page 46 and 47: Step 3 Additional InformationEnter
Page 48 and 49: Step 5 Making an AppointmentClick o
Page 50 and 51: Step 6 Create Fault ReportFill in a
Page 52 and 53: 6 Reporting a fault when KBD is not
Page 54 and 55: Step 3 Structured QuestionsFrom thi
Page 56 and 57: Enter secondary contact name and te
Page 58 and 59: Step 9 Create fault reportFill in t
Page 60 and 61: 7 How to use eCo Plus to Track a Fa
Page 62 and 63: Enter your search perameter and cli
Page 64 and 65: The Service Details screen will sho
Page 66 and 67: Enter your search perameter and cli
Page 68 and 69: Step 3 Accepting possible chargesPl
Page 70 and 71: Please see below a list of cancella
Page 72 and 73: Step 4 Cancellation confirmationThi
Page 74 and 75: Enter the Service reference number
Page 76 and 77: Step 3 Action requiredYour Inbox sc
Page 78 and 79: Here you have the option to either
Page 80 and 81: 11 How to use eCo Plus to Reject a
Page 82 and 83: To return to your ‘Inbox’ from
Page 84 and 85: Step 4 Rejecting a fault via the
Page 86 and 87:
Select the modules you requireNB: A
Page 88 and 89:
Step 6 Booking a SFI apppointmentCl
Page 90 and 91:
This screen tells you that your req
Page 92 and 93:
Step 8 SFI cancellation confirmatio
Page 94 and 95:
Step 2 Select AccountThe Inventory
Page 96 and 97:
Step 4 Initiate DiagnosticsIf you w
Page 98 and 99:
You will see this screen after you
Page 100 and 101:
Step 7 Search for resultsEnter your
Page 102 and 103:
13 Examples of Test ResultsBB Netwo
Page 104 and 105:
XDSL Copper Line TestBBEU00021481Is
Page 106 and 107:
Policy Manager TestConsistency Chec
Page 108 and 109:
14 Ordering AccessStep 1. Register
Page 110 and 111:
User will receive on-screen confirm
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ECO PLUS WBC (FTTX) FAULT REPORTING TRAINING GUIDE

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