WLR3 PSTN EMP Release 550 Process swimlane diagrams

1
WLR3 PSTN EMP Release 550Process swimlane
diagrams
2
Version Control
This document is for information purposes only
and intended to provide guidance to those
Communication Providers who are either intending
to be, or currently are, on the Equivalence
Management Platform (EMP). This document does not
form contractual rights or obligations between
British Telecommunications plc and the
Communications Provider. For further information
please refer to the applicable terms and
conditions for WLR3.
3
Contents

• Introduction
• Document usage guidelines
• Fulfilment Provision order
• Provision New Copper
• Provision Start of Stopped Line
• Provision Working Line Takeover with no Stop
  control
• Provision Working Line Takeover with owning CP
  Stop control
• Provision Transfer
• Provision Conversion
• Provision Openreach coordinated move
• Provision CP coordinated move
• Provision Increase of Aux lines
• Provision Multiple Single lines
• Fulfilment Modify order
• Modify order CNF
• Modify order Renumber
• Modify order Renumber with RCF
• Modify order High Priority order
• Fulfilment Cease order

4
Terminology

• CNF Calling and Network Feature
• CCD Customer Confirmed Date
• CM Call Mapping
• CPS Carrier Pre-Selection
• DN Directory Number
• ECC Excess Construction Charges
• EMP Equivalence Management Platform
• ERT Estimated Response Time
• KCI Keep Customer Informed (a message type)
• LOR Linked Order Reference
• MFL Main Fault Location
• MOGI Migrations Orders Gateway and Interchange
  
• MSO Major Systems Outage
• NEW Non-planned Engineering Works
• PEW Planned Engineering Works
• PONR Point Of No Return
• PSTN Publicly Switched Telephone Network
• SMPF Simultaneous Metallic Path Facility

5
Introduction

• This pack is designed to show at a high level the
  sequence of interactions between a Communications
  Provider (CP) and Openreach during the progress
  of an Order or Fault Report
• The format used is vertical swimlane columns,
  where each column represents a specific
  operational area
• The document describes specific scenarios in
  Fulfilment and Assurance, followed by a series of
  applicable add-ons across these scenarios
• Issue Management (for Escalations and Complaints)
  is also discussed

6
Document usage guidelines

• Please use the scale to fit paper option when
  printing this document
• Interpretation of conventions used in the
  document is as given below

7
Fulfilment scenarios
8
Scenarios Overview - Fulfilment
Fulfilment
Provision
Modify
Cease
New Line
Transfer
CP Coordinated Move
Openreach Coordinated Move
Increase of aux lines
Conversion
Multiple Single Lines
New Copper
Start of a stopped line
Working line takeover
WLT with open stop order
Owning CP takes control of STOP
Owning CP does not take control of STOP

• The scenarios shown above are the high-level
  categories of fulfilment orders
• There are multiple add-ons which can be applied
  to each order category, which are shown in the
  table on the next page
• For example, a start of a stopped line order
  could also include simultaneous SMPF and number
  porting (separate add-ons)

9
Table of fulfilment order types and compatible
add-ons
? 
Add-on can be requested with the main scenario
?
Add-on cannot be requested with the main scenario
10
Fulfilment scenario New Line
Fulfilment
Provision
Modify
Cease
New Line
Transfer
CP Coordinated Move
Openreach Coordinated Move
Increase of aux lines
Conversion
Multiple Single Lines
New Copper
Start of a stopped line
Working line takeover
WLT with open stop order
Owning CP takes control of STOP
Owning CP does not take control of STOP
11
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
Submit postcode, receive ALK back (Gold, Silver,
Bronze)
?
Address Matching
Fulfilment scenario for New Line New Copper
Contact CP
Query Dialogue Services
?
ALK, Type of appt, Appt slot
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
?
Obtain Installation Details
Submit Gold ALK and review lineplant available
(e.g. stopped lines, working lines)
Manage Line Availability at Target Premise
?
Place Provide XML order
Carry out initial order validation
KCI O -pending
Enhances business validations processing
Reject
KCI1 - Reject
Accept
Perform orchestration
KCI1 - acknowledged
Create orders for providing the service on CCD
Address Matching
Survey
Routing Planned
KCI2 - committed
Frames jumpering
Installation
Line Test
Line started on CCD
KCI3 - Completed
12
Scenario New Line Start of a stopped line
Fulfilment
Provision
Modify
Cease
New Line
Transfer
CP Coordinated Move
Openreach Coordinated Move
Increase of aux lines
Conversion
Multiple Single Lines
New Copper
Start of a stopped line
Working line takeover
WLT with open stop order
Owning CP takes control of STOP
Owning CP does not take control of STOP
13
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
Submit postcode, receive ALK back (Gold, Silver,
Bronze)
?
Address Matching
Fulfilment scenario for Provision with start of a
stopped line
Contact CP
Query Dialogue Services
?
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
?
Obtain Installation Details
Submit Gold ALK and review lineplant available
(e.g. stopped lines, working lines)
Manage Line Availability at Target Premise
?
Place Provide XML order
Carry out initial order validation
With Target Line Service Id
KCI O -pending
Further validation including the suitability of
the stopped line
Reject
KCI1 - Reject
Accept
Perform orchestration
KCI1 - acknowledged
Create orders for providing the service on CCD
Routing planned
KCI2 - committed
Line started on CCD
Line test on CCD
KCI3 - Completed
14
Scenario New Line Working Line Takeover
Fulfilment
Provision
Modify
Cease
New Line
Transfer
CP Coordinated Move
Openreach Coordinated Move
Increase of aux lines
Conversion
Multiple Single Lines
New Copper
Start of a stopped line
Working line takeover
WLT with open stop order
Owning CP takes control of STOP
Owning CP does not take control of STOP
15
CP (owning the working line)
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
?
Submit postcode, receive ALK back (Gold, Silver,
Bronze)
Address Matching
Fulfilment scenario for Provision with Working
Line Takeover owning CP does not take control
of Stop
Contact CP
Query Dialogue Services
?
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
?
Obtain Installation Details
Submit Gold ALK and review lineplant available
(e.g. stopped lines, working lines)
Manage Line Availability at Target Premise
?
Place Provide XML order
Carry out initial order validation

• With
• Target Line Service Id
• Target Line Access Id

KCI O -pending
Further validation including the suitability of
working line and open orders
Reject
KCI1 - Reject
Accept
Carry out further order validation orchestration
KCI1 - acknowledged
Create a Managed-Cease (M-C) order
M-C KCI 1 -Acknowledged
Create orders for ceasing the service on CCD
M-C KCI2 - committed
Create orders for providing the service on CCD
Routing planned
KCI2 - committed
Line stopped on CCD
M-C KCI3 - Completed
Line started on CCD
Line test on CCD
KCI3 - Completed
16
Scenario New Line Working Line Takeover
Fulfilment
Provision
Modify
Cease
New Line
Transfer
CP Coordinated Move
Openreach Coordinated Move
Increase of aux lines
Conversion
Multiple Single Lines
New Copper
Start of a stopped line
Working line takeover
WLT with open stop order
Owning CP takes control of STOP
Owning CP does not take control of STOP
17
CP (owning the working line)
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
Submit postcode, receive ALK back (Gold, Silver,
Bronze)
?
Address Matching
Fulfilment scenario for Provision with Working
Line takeover owning CP taking control of Stop
- I
Contact CP
Query Dialogue Services
?
Appointing
?
Number Portability
?
Number Reservation
?
Submit Gold ALK and review lineplant available
(e.g. stopped lines, working lines)
OID
?
MLPA

• With
• Target Line Service Id
• Target Line Access Id

Place Provide XML order
Carry out initial order validation
KCI O -pending
Further validation including the suitability of
working line and open orders
Reject
KCI1 - Reject
Accept
Carry out further order validation orchestration
KCI1 - acknowledged
Create a Managed-Cease (M-C) order
M-C KCI 1 -Acknowledged
Create orders for ceasing the service on CCD
M-C KCI2 - committed
Create orders for providing the service on CCD
Provision scenario WLT without an open stop
Routing planned
Cease order for taking control of the stop order
KCI2 - committed
Carry out initial order validation
Place Cease XML
Cease KCIO -pending
Carry out further order validation orchestration
Cease KCI 1 -Acknowledged
Cancel the M-C order
M-C KCI - Cancelled
Create the cease order as per cease order xml
Cease KCI2
Provision scenario Working line takeover with
an open stop
Monitor the stop order for cancellation/completion
KCI2 - Committed
Line stopped on CCD
Cease KCI-3
Line started on CCD
Line test on CCD
KCI3 - Completed
18
CP (owning the working line)
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
Submit postcode, receive ALK back (Gold, Silver,
Bronze)
?
Address Matching
Fulfilment scenario for Provision with Working
Line takeover owning CP taking control of Stop
- II
Contact CP
Query Dialogue Services
?
Appointing
?
Number Portability
?
Number Reservation
?
Submit Gold ALK and review lineplant available
(e.g. stopped lines, working lines)
OID
?

• With
• Target Line Service Id
• Target Line Access Id

MLPA
Carry out initial order validation
Place Provide XML order
KCI O -pending
Further validation including the suitability of
working line and open orders
Reject
KCI1 - Reject
Accept
Carry out order orchestration
KCI1 - acknowledged
Create a Managed-Cease (M-C) order
M-C KCI 1 -Acknowledged
Create orders for ceasing the service on CCD
M-C KCI2 - committed
Create orders for providing the service on CCD
Provision scenario WLT without an open stop
Routing planned
KCI2 - committed
Cease order for taking control of the stop order
Carry out initial order validation
Place Cease XML
Cease KCIO -pending
Carry out further order validation orchestration
Cease KCI 1 -Acknowledged
Cancel the M-C order
M-C KCI - Cancelled
Change in the CCD of the Provision order due to
owning CP control of stop
Amend the Provision order to a future date
KCI2 - Committed
Create the cease order as per cease order xml
Cease KCI2
Provision scenario Working line takeover with
an open stop
Monitor the stop order for cancellation/completion
KCI2 - Committed
Line stopped on CCD
Cease KCI-3
Line started on CCD
Line test on CCD
KCI3 - Completed
19
Scenario Transfer
Fulfilment
Provision
Modify
Cease
New Line
Transfer
CP Coordinated Move
Openreach Coordinated Move
Increase of aux lines
Conversion
Multiple Single Lines
New Copper
Start of a stopped line
Working line takeover
WLT with open stop order
Owning CP takes control of STOP
Owning CP does not take control of STOP
20
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
CP (owning the line)
?
Address Matching
Fulfilment scenario for Provision Transfer
Contact CP
Query Dialogue Services
?
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
?
DN, Postcode
Obtain Installation Details
?
Manage Line Availability at Target Premise
Place Provide XML order
Carry out initial order validation
With DN Postcode
KCI O -pending
Further business validation including open order
rules
Reject
KCI1 - Reject
Accept
Carry out orchestration
KCI1 - acknowledged
Create a Managed-Cease (M-C) order
M-C KCI 1 -Acknowledged
Create orders for stopping the service on CCD
M-C KCI2 - committed
Create orders for providing the service on CCD
Routing planned
KCI2 - committed
Line stopped on CCD
M-C KCI3 - Completed
Line started on CCD
KCI3 - Completed
21
Scenario Conversion
Fulfilment
Provision
Modify
Cease
New Line
Transfer
CP Coordinated Move
Openreach Coordinated Move
Increase of aux lines
Conversion
Multiple Single Lines
New Copper
Start of a stopped line
Working line takeover
WLT with open stop order
Owning CP takes control of STOP
Owning CP does not take control of STOP
22
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
CP (owning the line)
?
Address Matching
Fulfilment scenario for Provision Conversion
Contact CP
Query Dialogue Services
?
ALK, Type of appt, Appt slot
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
?
Obtain Installation Details
DN, Postcode
?
Manage Line Availability at Target Premise
Place Provide XML order
Carry out initial order validation
With the DN Postcode
KCI O -pending
Further business validation including open order
rules
Reject
KCI1 - Reject
Accept
Carry out orchestration
KCI1 - acknowledged
Create a Managed-Cease (M-C) order
M-C KCI 1 -Acknowledged
Create orders for stopping the service on CCD
Notes for retention of routing
M-C KCI2 - committed
Create orders for providing the service on CCD
Notes for using the routing from cease
Routing planned
KCI2 - committed
Frames Jumpering
Installation activity
Line ceased on CCD
M-C KCI3 - Completed
Line started on CCD
KCI3 - Completed
23
Scenario Change of Address
Fulfilment
Provision
Modify
Cease
New Line
Transfer
CP Coordinated Move
Openreach Coordinated Move
Increase of aux lines
Conversion
Multiple Single Lines
New Copper
Start of a stopped line
Working line takeover
WLT with open stop order
Owning CP takes control of STOP
Owning CP does not take control of STOP
24
CP New address
EMP
SMC
Operations
End User
Dialogue Services
CP Old address
Submit postcode, receive ALK back (Gold, Silver,
Bronze)
?
Address Matching
Fulfilment scenario for Provision Move with New
Line at target address
Contact CP
Query Dialogue Services
?
ALK, Type of appt, Appt slot
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
?
Obtain Installation Details
Manage Line Availability at Target Premise
?
Place Provide XML order
Carry out initial order validation
With Existing DN, target ALK
KCI O -pending
Further business validation including open order
rules
Reject
KCI1 - Reject
Accept
Carry out orchestration
KCI1 - acknowledged
Create a Managed-Cease (M-C) order for old address
M-C KCI 1 -Acknowledged
Create orders for stopping the service on CCD at
old address
M-C KCI2 - committed
Create orders for providing the service on CCD
Address matching
Routing planned
Survey
KCI2 - committed
Frames jumpering
Installation
Line stopped on CCD at old premises
Line Test
M-C KCI3 - Completed
Line started on CCD at new premises
KCI3 - Completed
25
Scenario CP Coordinated Move
Fulfilment
Provision
Modify
Cease
New Line
Transfer
CP Coordinated Move
Openreach Coordinated Move
Increase of aux lines
Conversion
Multiple Single Lines
New Copper
Start of a stopped line
Working line takeover
WLT with open stop order
Owning CP takes control of STOP
Owning CP does not take control of STOP
26
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
CP (owning the line)
Fulfilment scenario for CP Coordinated Move
Step 1 -Cease line
Contact CP
Place Cease XML order
Carry out initial order validation
With the DN Postcode
KCI O -pending
Further business validation including open order
rules
Reject
KCI1 - Reject
Accept
Carry out orchestration
KCI1 - acknowledged
Create orders for stopping/ceasing the service on
CCD
Number available for possible retention
KCI2 - committed
Provide Move order should be placed within this
timescales
Line ceased on CCD
KCI3 - Completed
27
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
Submit postcode, receive ALK back (Gold, Silver,
Bronze)
?
Fulfilment scenario for CP Coordinated Move
Step 2 Provide Line
Address Matching
Contact CP
Query Dialogue Services
?
ALK, Type of appt, Appt slot
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
?
Obtain Installation Details
Submit Gold ALK and review lineplant available
(e.g. stopped lines, working lines)
Manage Line Availability at Target Premise
?
Place Provide XML order
Carry out initial order validation
KCI O -pending
Further validation including the checking of the
open cease order on the old premises
Reject
KCI1 - Reject
Accept
Perform orchestration
KCI1 - acknowledged
Create orders for providing the service on CCD
Address matching
Survey
Routing planned
KCI2 - committed
Frames jumpering
Installation
Line Test
Line started on CCD
KCI3 - Completed
28
Scenario Increase the number of aux lines
Fulfilment
Provision
Modify
Cease
New Line
Transfer
CP Coordinated Move
Openreach Coordinated Move
Increase of aux lines
Conversion
Multiple Single Lines
New Copper
Start of a stopped line
Working line takeover
WLT with open stop order
Owning CP takes control of STOP
Owning CP does not take control of STOP
29
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
?
Fulfilment scenario for Increase of Aux Lines
Address Matching
Contact CP
Query Dialogue Services
?
ALK, Type of appt, Appt slot
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
?
Obtain Installation Details
Submit Gold ALK and review lineplant available
(e.g. stopped lines, working lines)
Manage Line Availability at Target Premise
?
Place Provide XML order
Carry out initial order validation
CP to appoint if number of lines is up to 4
KCI O -pending
Further validation
Reject
KCI1 - Reject
Accept
Perform orchestration
KCI1 - acknowledged
Book an appointment
Create orders for providing additional number of
aux lines
Appoint, if number of lines are more than 4
Survey
Routing planned
KCI2 - committed
Frames jumpering
Installation
Line Test
Additional aux lines started on CCD
KCI3 - Completed
30
Scenario Multiple Single Lines
Fulfilment
Provision
Modify
Cease
New Line
Transfer
CP Coordinated Move
Openreach Coordinated Move
Increase of aux lines
Conversion
Multiple Single Lines
New Copper
Start of a stopped line
Working line takeover
WLT with open stop order
Owning CP takes control of STOP
Owning CP does not take control of STOP
31
CP
EMP
SMC
Operations
Dialogue Services
End User
Fulfilment scenario for New Provide Multiple
Single Lines (lt4)
Submit postcode, receive ALK back (Gold, Silver,
Bronze)
?
Contact CP
Query Dialogue Service(s)
Address Matching
?
Appointing
Book Single Bulk Appointment - Maximum 4 lines
Number Portability Checker - Import
?
Number Reservation Management
?
?
Obtain Installation Details
Submit Gold ALK and review lineplant available
(e.g. stopped lines)
Manage Line Availability at Target Premise
?
CP will place separate New Provide Orders for
each line and will provide a reference to the
bundle id in each order
Place Provide Order
Perform Initial Order Validations
Bundle Validations (Siebel) - Bundle Order
Number is not a duplicate within bundle - CRD,
ALK, Appointment Reference, are same as that
recorded for the first order received -Bundle
Timeout - 1 hour since the first order is placed
Carry out Bundle Validations
KCI O -pending
Perform Subsequent Order Validations
Orchestration
SMC will apply bundle rules based on the bundle
option specified 1. Partial 2. Total SMC will
Accept or Reject the orders and also specify if
re-referral required for orders that require
survey.
KCI1 - acknowledged
Create Order for Fulfilment
Validate Orders against the rules based on the
bundle option
Bundle Timeout 2 hours since the last order is
placed
Order progressed in fulfilment
Routing planned
Survey
Routing planned
KCI2 - committed
Frames jumpering
Installation
Line test
KCI3 complete
CP will receive separate KCI3 messages for each
of the Orders placed for Multiple Single Lines
32
Fulfilment - Modify Order scenarios
33
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
?
Fulfilment scenario for Modify order - CN feature
Address Matching
Contact CP
Query Dialogue Services
?
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
?
Obtain Installation Details
Manage Line Availability at Target Premise
?
Carry out initial order validations.
Place Modify XML
Product incompatibility check is performed on the
order
With the details of the CNF to be added,
removed or modified
KCI O - Pending
Perform enhanced validations orchestration.
KCI1 - acknowledged
Create the required orders
KCI2 - committed
CNF Switching -Add or remove or change features
as requested
Request action performed on each of the CNF
KCI3 - Completed
Update the presentation number details
Presentation number CNF added, removed or changed
34
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
?
Fulfilment scenario for Modify order - Renumber
Address Matching
Contact CP
Query Dialogue Services
?
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
ALK exchange code
?
Obtain Installation Details
Manage Line Availability at Target Premise
?
Carry out initial order validations.
Place Modify XML
Optionally with the details of the reserved
number
KCI O - Pending
Perform enhanced validations orchestration.
If reserved number provided then check to ensure
that the reserved number belongs to the same
exchange and the cluster. If not, then the order
is rejected
KCI1 - acknowledged
Create the required orders
KCI2 - committed
New number provided in the message
Switching process
Line renumbered

• If RedCare is present on the line then RedCare
  will be retained
• If SMPF is present on the line then SMPF will be
  retained
• If CPS is present on the line then CPS will not
  be retained and the EU is expected to contact the
  CPSO to reapply the CPS on the new DN

KCI3 - Completed
New number provided in the message
35
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
?
Fulfilment scenario for Modify order - Renumber
with RCF
Address Matching
Contact CP
Query Dialogue Services
?
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
ALK exchange code
?
Obtain Installation Details
Manage Line Availability at Target Premise
?
Carry out initial order validations.
Place Modify XML

• Optionally with
• Details of the reserved number
• The number to which the calls on the old number
  should be forwarded

If reserved number provided then check to ensure
that the reserved number belongs to the same
exchange and the cluster. If not, then the order
is rejected
KCI O - Pending
Perform enhanced validations orchestration.
f the number to which the calls should be
forwarded is not provided then the divert to
number will be considered as the new number
(after renumber)
KCI1 - acknowledged
One order is created for renumbering the line
and other order is created for providing RCF on
the old number
Create the required orders
KCI2 - committed
New number provided in the message
Switching Process
For renumber order
Line renumbered
New number provided in the message
KCI3 Completed with RCF part delayed
Switching process
For RCF order
KCI3 Completed with RCF provided
RCF provided
36
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
?
Fulfilment scenario for add-on for Modify order
with High Priority
Address Matching
Contact CP
Query Dialogue Services
?
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
Identify the DN on which Debt Management features
need to be applied if required check the
services that exist on the line currently
?
Obtain Installation Details
Manage Line Availability at Target Premise
?
Check the order to ensure that it meets the HPO
criteria. If it does not meet the HPO criteria
the order is rejected
Carry out initial order validations. Route the
order through the High Priority Queue
Place Modify XML
With the High Priority flag as Yes
KCI O - Pending
Perform orchestration. Mark the order as High
Priority for progression
KCI1 - acknowledged
Create the required orders
KCI2 - committed
Apply or Remove DM feature on the line as
requested
DM provided or removed as requested on the line
KCI3 - Completed
37
Fulfilment scenario Cease Order
38
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
?
Fulfilment scenario for Cease order
Address Matching
Contact CP
Query Dialogue Services
?
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
Identify the DN on which cease request needs to
be raised if required check the services that
exist on the line currently
?
Obtain Installation Details
Manage Line Availability at Target Premise
?
Carry out initial order validations.
Place Cease XML
DN of the Line to be ceased
KCI O - Pending
Perform enhanced validation and perform
orchestration.
KCI1 - acknowledged
Create the required order to fulfil the Cease
request
Create additional orders as applicable if the
cease order involves request for RCF or Caller
Redirect
KCI2 - committed
Visit EU premises to recover Line plant/LIU if
applicable
EU premises visit is required if the cease
request is for a line at a Hotsite location or
removal of Line plant
Line ceased on CCD
KCI3 - Completed
Line ceased successfully
An additional KCI3 is sent to the CP if the
Cease order involves request for RCF or Caller
Redirect
KCI3 - Completed
KCI3 - Completed
If the Cease involves Caller Redirect monthly
request, another KCI3 is sent to the CP (after
one month of initial KCI3)
39
Fulfilment Provision Order add-on scenarios
40
Simultaneous Provision of Call Mapping
41
CP
EMP
SMC
Operations
Dialogue Services
End User
Fulfilment scenario add-on for Simultaneous
Call Mapping
?
Address Matching
Contact CP
Query Dialogue Service(s)
?
Appointing
Number Portability Checker - Import
?
Number Reservation Management
?
?
Obtain Installation Details
Manage Line Availability at Target Premise
?
Place Provide XML order
Carry out initial order validation

• With
• Sim Call Mapping
• Call Mapping Operator

KCI O -pending
Carry out further order validations
Orchestration
Verify that the CP and the Call Mapping operator
have an in- life agreement. If not then the Call
Mapping is not provided
KCI1 - acknowledged
A warning message is sent to CP that CM will not
be applied if CP is not associated with the opted
Call Mapping Operator
Address matching
Survey
Routing planned
Raise PSTN order including Call Mapping order
lines
Call Mapping included as additional order line
during the fulfilment process
KCI2 - committed
Frames jumpering
Installation
Line Test
Setup CM - voice mail box
Call Mapping voice mail box (offered by the opted
CMO) applied on the line by BT Wholesale
KCI3 complete
42
Simultaneous Provision of SMPF
43
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Contact CP
Query Dialogue Service(s)
Address Matching
Fulfilment scenario add-on for Simultaneous SMPF
?
Appointing
Number Portability Checker - Import
?
Number Reservation Management
?
?
Obtain Installation Details
?
Manage Linked Order
Verify the uniqueness of the LOR Monitor the
progress of PSTN and SMPF orders
Manage Line Availability at Target Premise
?
Place Provide XML order
Carry out initial order validation
With the inked order reference
KCI O -pending
Carry out further order validation orchestration
KCI1 - acknowledged
Address matching
Survey
Routing planned
Send the information to PSTN-SMPF Mapper
KCI2 - committed
The Mapper application waits for PSTN SMPF
order details to be matched. Once the orders are
matched, it ensures a unique frames activity
PSTN-SMPF Mapper
Frames jumpering
Installation
Line Test
KCI3 complete
Both PSTN and SMPF orders are effective on the
same CCD date. In the event of SMPF order not
being matched, the WLR line is delivered
44
Simultaneous Provision of CPS
45
CP
EMP
SMC
Operations
Dialogue Services
End User
Fulfilment scenario add-on for Simultaneous CPS
?
Contact CP
Query Dialogue Service(s)
Address Matching
?
Appointing
Number Portability Checker - Import
?
Number Reservation Management
?
?
Obtain Installation Details
Manage Line Availability at Target Premise
?
Carry out initial order validation
Place Provide XML order
Request for Sim CPS
KCI O -pending
Carry out further order validation orchestration
KCI1 - acknowledged
Address matching
Survey
Routing planned
Request CPSG for CPS All Calls
KCI2 - committed
Frames jumpering
Installation
Line Test
Check if CPS has been provided on the line
KCI3 complete CP informed CPS provision is
complete
CPS provided
KCI3 complete CPS provision is delayed
CPS provision delayed
Within 30 minutes, again check if CPS provided
KCI3 complete CPS provision is complete
CPS provided
KCI3 complete CPS not provided
CPS not provided
CP to check with CPSG for CPS provision
46
Provision with Number Import
47
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
?
Address Matching
Fulfilment scenario for Provision with Number
Import
Contact CP
Query Dialogue Services
?
Appointing
?
Number Portability Checker - Import
Use Number Port DS to run VIC check to see if OLO
number can be ported to an Openreach installation
Number Reservation Management
?
Obtain Installation Details
?
?
Manage Line Availability at Target Premise
Place Provide XML order
Carry out initial order validation
With the VIC reference key
KCI O -pending
Further validation including the validity of
supplied VIC Ref
Order can be rejected if VIC reference not
supplied or is invalid
Reject
KCI1 - Reject
Accept
Perform orchestration
KCI1 - acknowledged
Create orders for providing the service on CCD
Routing planned
KCI2 - committed
KCID number porting
Number porting scheduled on MOGI
Reject
KCI - Reject
Number porting scheduled on MOGI for CRD. This
may result in a rejection if the order has been
placed on a freeze day when porting cannot be
carried out.
Line started on CCD
Line test on CCD
KCI3 - completed
48
Provision Order TRC Process
49
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
?
Address Matching
Fulfilment scenario add-on for New Provide TRC
Process
?
Contact CP
Query Dialogue Services
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
?
Obtain Installation Details
Manage Line Availability at Target Premise
?

• With
• Additional site visit reason
• TRC banding

Place Provide XML order
Carry out initial order validation
Order will be rejected if both TRC banding and
Additional Site Visit Reason are not present
KCI O -pending
Enhances business validations processing
Reject
KCI1 - Reject
Accept
Perform orchestration
KCI1 - acknowledged
Create orders for providing the service on CCD
Address Matching
Survey
Routing Planned
KCI2 - committed
Frames jumpering
At the appointment, the engineer will assess the
TRC work required against the TRC banding
supplied by the CP. If the work is within the
banding, he/she will carry out the work and
record the time once it is completed. If the
banding is insufficient, he/she will provide
service to the NTE but will not carry out TRC
work, apologising to the customer and explaining
that the CP has not authorised work. The engineer
will record the TRC banding required if the CP
were to submit a new order for the extra work.
Installation
Line Test
Line started on CCD
KCI3 - Completed
If TRC banding was insufficient or absent, the
required TRC banding will be given to the CP in
KCI3
50
Provision Order ECC Process
51
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Contact CP
Query Dialogue Service(s)
Address Matching
Fulfilment scenario for add-on for ECC Process
?
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
?
Obtain Installation Details
Manage Line Availability at Target Premise
?
Place Provide XML order
Carry out initial order validation
KCI O -pending
Carry out further order validation orchestration
KCI1 - acknowledged
Address matching
Survey
Check if ECC authorization is sufficient
Determine the ECC
KCI1 with delay message Higher ECC band
required
Not sufficient
SMC user initiates a dialogue with the CP
informing about the split of the ECC. SMC user
agrees on the work to be undertaken by the
Openreach and provides the ECC to the system for
further processing
Sufficient
With higher ECC band
Validate Amend request
Place Amend XML
CP will have to place amend within 30 days. If an
amend request with correct authorization is not
received then the order will be rejected
Amend Pending Response
Progress the order
With exact charge and CCD
Routing planned
KCI2 - committed
Frames jumpering
Installation
Line test
KCI3 complete
52
Provision Order Missed Appointment Process
53
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Contact CP
Query Dialogue Service(s)
Address Matching
Fulfilment scenario add-on for New Provide EU
Missed Appointment
?
Appointing
Number Portability Checker - Import
?
Number Reservation Management
?
?
Obtain Installation Details
Manage Line Availability at Target Premise
?
Place Provide XML order
Carry out initial order validation
KCI O -pending
Carry out further order validation orchestration
KCI1 - acknowledged
Address matching
Survey
Routing planned
KCI2 - committed
Frames jumpering
Installation
Appt Missed EU Missed Appt
KCI2 with an appropriate delay message to CP
?
Reserve new Appt slot
Appointing DS
Place Amend XML
With new Appointment details
Validate Amend request
Amend Pending Response
Validate associate new appointment with the
order
Engineer visits the EU premises on the new
appointment slot
KCI2 - Committed -- Amend success
Installation
New CCD provided
Line test
KCI3 complete
54
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Contact CP
Query Dialogue Service(s)
Address Matching
Fulfilment scenario add-on for New Provide
Openreach Missed Appointment
?
Appointing
Number Portability Checker - Import
?
Number Reservation Management
?
?
Obtain Installation Details
Manage Line Availability at Target Premise
?
Place Provide XML order
Carry out initial order validation
KCI O -pending
Carry out further order validation orchestration
KCI1 - acknowledged
Address matching
Survey
Routing planned
KCI2 - committed
Frames jumpering
Appt Missed Openreach Missed Appt
Installation
KCI2 with an appropriate delay message to CP
Work allocation control tries to contact the EU
to book an appointment. If successful then it
books a new appointment. If not successful
another delay message is sent and the CP will be
required to place an amend request with the new
appointment details
KCI2 - committed
With new CCD
Engineer visits the EU premises on the new
appointment slot
Installation
Line test
KCI3 complete
55
Provision Order Late Cancellation Process
56
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Contact CP
Query Dialogue Service(s)
Address Matching
Fulfilment scenario for add-on for Late
Cancellation
?
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
?
Obtain Installation Details
Manage Line Availability at Target Premise
?
Place Provide XML order
Carry out initial order validation
KCI O -pending
Carry out further order validation orchestration
KCI1 - acknowledged
Address matching
Survey
Routing planned
KCI2 - committed
Place Cancellation Request XML
Carry out request validation
Cancellation request after PONR will be accepted
for appointed orders and it will be rejected for
non appointed orders.
Reject
Cancel request rejected
Frames jumpering
Accept
Cancel request accepted
Workflow contacts the Engineer and attempts to
cancel the task only if the task has already been
downloaded. WAC sends a message to the CP
updating whether the contact was made or not.
1. Engineer contacted wait for further updates
Openreach 2. Engineer not contacted wait for
further updates
Cancel order activities
KCI2 with updates
Progress cancellation
KCI - Cancelled
System checks if the installation activity is
delayed. If Yes, then it cancels the order. If
No, then it sends KCI BAU
Installation
This message contains a response code to indicate
that the cancellation failed
Line test
KCI3 complete
57
Provision Order-Non Standard Installation Type
58
CP (placing the order)
EMP
SMC
Operations
End User
Dialogue Services
Submit postcode, receive ALK back (Gold, Silver,
Bronze)
?
Fulfilment scenario for add-on for New Provide
at Non-Served Premises
Address Matching
Contact CP
Query Dialogue Services
?
ALK, Type of appt, Appt slot
Appointing
?
Number Portability Checker - Import
Number Reservation Management
?
?
Obtain Installation Details
Manage Line Availability at Target Premise
?
Place Provide XML order
Carry out initial order validation
Checks for correct line type will be included in
the validation, i.e. NSP can be selected with
PSTN Single line and not with Multiline Aux
KCI O -pending
Enhanced business validations processing
Reject
KCI1 - Reject
Accept
Perform orchestration
KCI1 - acknowledged
Create orders for providing the service on CCD
Address Matching
This message will contain a response code to
indicate that the Non-Standard Installation Type
was incorrect, i.e. for e.g. instead of NSP it
should be Site
Survey
Non-Standard Installation Type incorrect
KCI Rejected
Non-Standard Installation Type correct
Routing planned
KCI2 - committed
Frames jumpering
Installation
Line Test
Line started on CCD
KCI3 - Completed
59
Assurance scenarios
60
Scenarios Overview - Assurance
Assurance
Raise Fault Report
Raise Third Party Fault Report
Raise Non-CLI Damage Report
Escalate Fault Report
Request Fault History
Wholesale Fault
Openreach Fault
CN Feature Fault
Non-Appointed Fault
Appointed Fault
61
Scenarios Overview - Assurance
Table of Assurance Fault Report types and
compatible add-ons
? 
Add-on can be requested with the main scenario
?
Add-on cannot be requested with the main scenario
62
Scenario Openreach Fault - Appointed
Assurance
Raise Fault Report
Raise Third Party Fault Report
Raise Non-CLI Damage Report
Escalate Fault Report
Request Fault History
Wholesale Fault
Openreach Fault
CN Feature Fault
Non-Appointed Fault
Appointed Fault
63
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Provide the DN/Line-Number that needs to be tested
Assurance scenario for Openreach Fault - Appointed
Line test
Contact CP
Query Dialogue Service(s)
?
Reserve Appt - Line test indicates Main Fault
Location of CA or OK
Appointing
Place Trouble Report (TR)
Carry out initial TR validation

• DN of the line at fault
• Line Test Ref
• Appt Ref if applicable
• Structured Quest Code
• Whether Temporary Call Diversion is required

Trouble Report -Pending
Carry out further TR validations

• Fault Report is rejected
• if Line Test ref /Appt ref is incorrect
• if Appt is required for the fault but not
  provided by CP

Reject
Trouble Report - Rejected
Accept
Perform commoning of the fault and associating
fault to MSO PEW/NEW

• Perform commoning and association if applicable
• Determine ERT for the fault based on the Care
  Level MFL

Trouble Report Accepted

• TCD is applied on the line if requested by the CP
• Fault progression identified based on the MFL

• Fault ERT sent to CP
• Inform CP if the fault was associated with an
  MSO/PEW/NEW

Determine Fault progression path
Diagnostic Testing
SMC would manually diagnose the fault on the line
Determine and allocate Fault resolution tasks
Fault picked up for processing by the Engineer

• The fault will be furthered if drop wire is
  involved or if out of time occurs appropriate
  delay KCIs sent to CP
• Furthered faults are re-assigned back to
  Engineers
• Engineer will visit EU premises to fix the fault

Trouble Report Update - Engineer Assigned
Fault cleared on the line
Capture Fault resolution details
Trouble Report Update - Cleared
Perform Line Test
If the CP does not respond within the allowed
time then the fault will be automatically marked
as closed
Submit Accept Fault Clear
Process Accept Clear message
Trouble Report Update - Closed
64
Scenario Openreach Fault Non-appointed
Assurance
Raise Fault Report
Raise Third Party Fault Report
Raise Non-CLI Damage Report
Escalate Fault Report
Request Fault History
Wholesale Fault
Openreach Fault
CN Feature Fault
Non-Appointed Fault
Appointed Fault
65
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Provide the DN/Line-Number that needs to be tested
Assurance scenario for Openreach Fault
Non-appointed
Line test
Contact CP
Query Dialogue Service(s)
?
No Appt required if Main Fault Location is not CA
or OK
Appointing
Place Trouble Report (TR)
Carry out initial TR validation

• DN of the line at fault
• Line Test Ref
• Appt Ref if applicable
• Structured Quest Code
• Whether Temporary Call Diversion is required

Trouble Report -Pending
Carry out further TR validations

• Fault Report is rejected
• if Line Test ref /Appt ref is incorrect
• if Appt is required for the fault but not
  provided by CP

Reject
Trouble Report - Rejected
Accept
Perform commoning of the fault and associating
fault to MSO PEW/NEW

• Perform commoning and association if applicable
• Determine ERT for the fault based on the Care
  Level MFL

Trouble Report Accepted

• TCD is applied on the line if requested by the CP
• Fault progression identified based on the MFL

• Fault ERT sent to CP
• Inform CP if the fault was associated with an
  MSO/PEW/NEW

Determine Fault progression path
Diagnostic Testing
SMC would manually diagnose the fault on the line
Determine and allocate Fault resolution tasks

• The fault will be furthered if drop wire is
  involved or if out of time occurs or if EU
  premises access is required appropriate delay
  KCIs sent to CP
• Furthered faults are re-assigned back to Engineers

Fault cleared on the line
Capture Fault resolution details
Trouble Report Update - Cleared
Perform Line Test
If the CP does not respond within the allowed
time then the fault will be automatically marked
as closed
Submit Accept Fault Clear
Process Accept Clear message
Trouble Report Update - Closed
66
Scenario Wholesale Fault CN Feature Fault
Assurance
Raise Fault Report
Raise Third Party Fault Report
Raise Non-CLI Damage Report
Escalate Fault Report
Request Fault History
Wholesale Fault
Openreach Fault
CN Feature Fault
Non-Appointed Fault
Appointed Fault
67
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Line Test would indicate Main Fault Location of EX
Assurance scenario for Wholesale Fault - CN
Feature Fault
Line test
Contact CP
Query Dialogue Service(s)
?
Appointing
Place Trouble Report (TR)
Carry out initial TR validation

• DN of the line at fault
• Line Test Ref
• Structured Ques Code
• CN Feature at fault

Trouble Report -Pending
Carry out further TR validations
Reject
Trouble Report - Rejected
Accept
Perform commoning of the fault and associating
fault to MSO PEW/NEW
Trouble Report Accepted
Determine Fault progression path
Determine and allocate Fault resolution tasks
Fault passed onto BT Wholesale

• Fault is passed onto BT Wholesale
• If required, BT Wholesale would pass the fault
  back to Openreach after which the fault is
  handled as a second stage repair

Fault cleared on the line
BT Wholesale clears the fault corresponding to
the CNF
Capture Fault resolution details
Trouble Report Update - Cleared
Perform Line Test
Submit Accept Fault Clear
Process Accept Clear message
Trouble Report Update - Closed
68
Scenarios Overview Third Party Fault Report
Assurance
Raise Fault Report
Raise Third Party Fault Report
Raise Non-CLI Damage Report
Escalate Fault Report
Request Fault History
Wholesale Fault
Openreach Fault
CN Feature Fault
Non-Appointed Fault
Appointed Fault
69
CP (placing the Third Party Fault Report)
SMC
Operations
End User
Dialogue Services
EMP
CP (owning the Line)
?
Assurance scenario for Third Party Fault Report
Line test
Contact CP
Query Dialogue Service(s)
?
Appointing
Carry out Third Party Fault Report validations
Place Third Party Fault Fault Report
DN of the line at fault
Validations to ensure that the CP who has
placed the Third Party Fault Report does not
own the line
Reject
Third Party Fault Report Rejected
Accept
Message to the CP who placed the Third Party
Fault Report
Process Third Party Fault Report
Accept

• Identify the CP who owns the DN
• DN must be owned by a CP who is an authorised
  WLR-CP

Third Party Fault Report Accepted
Message to the CP who placed the Third Party
Fault Report
Third Party Report - Notification
Message to the CP who owns the Line
70
Scenarios Overview Non-CLI Damage Report
Assurance
Raise Fault Report
Raise Third Party Fault Report
Raise Non-CLI Damage Report
Escalate Fault Report
Request Fault History
Wholesale Fault
Openreach Fault
CN Feature Fault
Non-Appointed Fault
Appointed Fault
71
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Line test
Assurance scenario for Non-CLI Damage Report
Contact CP
Query Dialogue Service(s)
?
Appointing
Place Non-CLI Damage Report
Carry out Non-CLI Report validations
Validate the Dummy Number and Locality provided
by the CP

• Dummy Number
• Locality details
• Structured Question Code as DRU/DRO
• Fault Description

Reject
Non-CLI Damage Report Rejected
Accept
Process Non-CLI Damage Report

• Create Fault against the provided Dummy Number
• Notify SMC for manual intervention

Non-CLI Damage Report Accepted
CP provided with Openreach Fault Ref
Analyse and progress the fault manually
Non-CLI Damage Report Closed
72
Scenarios Overview Fault History
Assurance
Raise Fault Report
Raise Third Party Fault Report
Raise Non-CLI Damage Report
Escalate Fault Report
Request Fault History
Wholesale Fault
Openreach Fault
CN Feature Fault
Non-Appointed Fault
Appointed Fault
73
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Line test
Assurance scenario for Request Fault History
Contact CP
Query Dialogue Service(s)
?
Appointing
Request Fault History Report
Provide the DN/Line Number
Perform initial validations

• Validate the DN given by the CP
• Check if the Line is owned by the CP

Request Fault History Rejected
Retrieve Fault History
Fault History will provide the details of faults
raised on the Line over the last 90 days
Request Fault History Accepted
Fault History produced to the CP
74
Scenarios Overview Escalate Fault
Assurance
Raise Fault Report
Raise Third Party Fault Report
Raise Non-CLI Damage Report
Escalate Fault Report
Request Fault History
Wholesale Fault
Openreach Fault
CN Feature Fault
Non-Appointed Fault
Appointed Fault
75
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Line test
Assurance scenario for Escalate Fault Report
Contact CP
Query Dialogue Service(s)
?
Appointing
Place Escalate Fault Report

• Fault Ref
• Escalation code

Perform initial validations

• Validate the Fault Ref
• Check if Fault is open and the CP owns the Fault

Reject
Escalate Fault Report Rejected
Accept
Send Escalation Report for manual validation
Manually Validate Escalation Report
Reject
Escalate Fault Report Rejected
Accept
Escalate Fault Report Accepted
Resolve Escalation manually
Escalate Fault Report Completed
76
Assurance add-on scenarios
77
Assurance Fault Report Expedite Repair
78
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Line test
Contact CP
Query Dialogue Service(s)
Assurance scenario add-on Expedite Repair
?
Appointing
Place Trouble Report (TR)
Carry out initial TR validation
With Expedite Repair flag as Y
Trouble Report -Pending
Carry out further TR validations
Reject
Trouble Report - Rejected
Accept
Perform commoning of the fault and associating
fault to MSO PEW/NEW

• Set Care level to Total
• Set ERT as for a total care

Trouble Report Accepted
Determine Fault progression path
ERT as for a Total care is sent to the CP
Diagnostic Testing
Determine and allocate Fault resolution tasks
Fault picked up for processing as a Total Care
Fault
Fault care level of Total is produced to the
Engineer
Trouble Report Update - Engineer Assigned
Fault cleared on the line
Capture Fault resolution details
Perform Line Test
Trouble Report Update - Cleared
Submit Accept Fault Clear
Process Accept Clear message
Trouble Report Update - Closed
79
Assurance Fault Report Missed Appointment
80
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Assurance scenario add-on EU Missed Appointment
Line test
Contact CP
Query Dialogue Service(s)
?
Appointing
Place Trouble Report (TR)
Carry out initial TR validation
Trouble Report -Pending
Carry out further TR validations
Reject
Trouble Report - Rejected
Accept
Perform commoning of the fault and associating
fault to MSO PEW/NEW
Trouble Report Accepted
Determine Fault progression path
Diagnostic Testing
Determine and allocate Fault resolution tasks
Fault picked up for processing by the Engineer
Missed Appt EU misses the Appointment
Trouble Report Update EU Missed Appt
CP is requested to reappointed for EU missed
Appt. If CP does not reappoint within 2 working
days a reminder KCI is sent. If there was no
response for 3 working days then the fault is
auto-closed
?
Reserve new Appt slot
Appointing DS
Validate Amend request
Place Amend XML
With new Appt details
Trouble Report Update Amend pending
Confirm and associate the new Appt with the fault
Trouble Report Update Amend success
Fault rescheduled to the Engineer
Engineer visits EU premises at the new Appt slot
CP informed of successful amend
Fault cleared on the line
Capture fault resolution details
Trouble Report Update Cleared
Perform Line Test
Submit Accept Fault Clear
Process Accept Clear message
Trouble Report Update - Closed
81
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Assurance scenario add-on Openreach Missed
Appointment
Line test
Contact CP
Query Dialogue Service(s)
?
Appointing
Place Trouble Report (TR)
Carry out initial TR validation
Trouble Report -Pending
Carry out further TR validations
Reject
Trouble Report - Rejected
Accept
Perform commoning of the fault and associating
fault to MSO PEW/NEW
Trouble Report Accepted
Determine Fault progression path
Diagnostic Testing
Determine and allocate Fault resolution tasks
Fault picked up for processing by the Engineer
Openreach Missed Appt
Trouble Report Update Openreach Missed Appt
Workflow tries to contact the EU to book an
Appointment. If EU is not contactable new
Appointment is still booked and the CP informed
of the same
Trouble Report Update New Appt
CP informed of the new Appt ointment
Fault rescheduled to the Engineer
Engineer visits EU premises at the new Appt slot
Fault cleared on the line
Capture fault resolution details
Trouble Report Update Cleared
Perform Line Test
Submit Accept Fault Clear
Process Accept Clear message
Trouble Report Update - Closed
82
Assurance Fault Report TRC Process
83
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Assurance scenario add-on TRC Process
Contact CP
Query Dialogue Service(s)
Line test
?
Appointing
Place Trouble Report (TR)
Carry out initial TR validation
Indicate TRC Banding
Trouble Report -Pending
Carry out further TR validations
Reject
Trouble Report - Rejected
Accept
Perform commoning of the fault and associating
fault to MSO PEW/NEW
Trouble Report Accepted
Determine Fault progression path
Diagnostic Testing
Determine and allocate Fault resolution tasks
Fault picked up for processing by the Engineer
Engineer determines that TRC banding provided by
the CP is insufficient
Trouble Report Update insufficient TRC
CP is requested to re-band the TRC as required.
If CP does not reappoint within 2 working days a
reminder KCI is sent. If there was no response
for 3 working days then the fault is
auto-closed. When re-banding the TRC CP must
also book a new Appt slot
Reserve new Appt slot
?
Appointing DS
Validate Amend request
Place Amend XML
With new TRC band and Appt Ref
Trouble Report Update Amend pending
Associate new TRC band Appt with the Fault
Fault rescheduled to the Engineer
Trouble Report Update Amend success
Engineer visits EU premises at the new Appt slot
and completes the TRC work
CP informed of successful amend
Capture fault resolution details
Fault cleared on the line
Trouble Report Update Cleared
Perform Line Test
Submit Accept Fault Clear
Process Accept Clear message
Trouble Report Update - Closed
84
CP
EMP
SMC
Operations
Dialogue Services
End User
?
Assurance scenario add-on for Cancel Fault
Report
Contact CP
Query Dialogue Service(s)
Line test
?
Appointing
Place Cancel Trouble Report

• Fault Ref
• Cancellation reason

Perform Cancel Report validations

• Validate the Fault Ref given by the CP
• Check if the fault has reached the point of no
  return - PONR

Cancel Report Pending
Process Cancel Report

• Cancel the associated Fault Report
• Invalidate any open tasks for the Fault
• Remove TCD from the line if applied
• If this fault is associated with other faults
  then remove this fault from the association

Trouble Report Update Cancelled
85
Issue Management Process
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