WLR3 ISDN2e Assurance process

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• WLR3 ISDN2e Assurance process
• 20 Dec 2007
• The information in this presentation is provided
  in good faith and whilst every effort is made to
  ensure the information is correct at the time of
  compilation Openreach does not accept any
  liability for any errors or omissions in the
  information.

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Contents

• ISDN2e - Product overview
• ISDN2e Assurance overview
• Create fault process
• Amend fault process
• Cancel fault process
• ELF/DoA process
• Damage reports
• Missed Appointment process
• Impact of provision orders on open faults
• Escalation reasons

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Terminology
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ISDN2e Product Overview
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ISDN2e Product Overview

• ISDN stands for Integrated Services Digital
  Network which provides an instant dialup
  connection onto the PSTN network
• An ISDN2e line (or ISDN BRI Basic Interface
  Rate) consists of 2 B Channels and 1 D Channel
• Each B Channel can support 64Kbps of
  information and is used to carry the data
  required
• The D Channel only supports 16Kbps and is used
  to maintain the connection and to pass
  information such as the number being called

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How ISDN2e is used
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ISDN2e - Product Overview

• The technology to provide ISDN2e comprises
• Special equipment in a digital exchange called an
  ISLM ISDN Subscriber Line Module
• One pair of copper wires from the serving
  exchange to the customers' premises
• The connection is broken down into 3 channels as
  follows, 2 of which are currently available to
  the customer from the ISDN2e product.
• Channel Application Speed
• B1 Speech or Data 64Kbit/s
• B2 Speech or Data 64Kbit/s
• D BT Use - Signalling 16 Kbit/s
• Either B1 or B2 channel can be used to make and
  receive speech or data calls simultaneously.
  Examples of use are voice, computer data, fax
  (especially Group 4 fax), slow scan TV and
  videoconferencing, with the ease and simplicity
  of the telephone service.
• A special ISDN line box is installed at the
  customer's premises called NTE8. This interface
  includes 2 socket outlets (RJ45 sockets).

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ISDN2e Assurance MFL distribution
CA - Customer Apparatus Fault resides on the
customer premises. CE - Customer End - Fault may
lie on the copper lines between
Distribution point and NTE LN - Local Network
fault - may lie anywhere between Main
distribution Frame (MDF) to the Distribution
point (DP) FU - Frames Unit fault EX - Exchange
fault
DP
Home
PCP
To the Exchange (EX/FU)
CE
CA
LN
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ISDN2e Assurance End to End Process High Level
View
CP
Trouble Report Updates/Notifications
CP places Trouble Report
CP confirms fault clear
No
Validate Trouble Report
Fault Clear confirmed by CP?
Associate faults with Incidents
TCD/BOL requested
Yes
Openreach
Remove TCD/BOL
Common faults
Request appointment from CP, if required
Perform Full length line test
Damage Reports
Close the fault and trigger charges if any
Multiple faulty lines
Create new faults and send fault notifications
to CP
Analyse the fault
ELF/DOA
Determine the fault progression route
Repeat faults
No
Fault Cleared?
Task executed by engineer
Commission solution
Create task for engineer
Manual fault progression
Yes
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ISDN2e Trouble Report process overview
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ISDN2e Assurance Dialogue Service process
Obtain fault details from End User, Dialogue with
the End User to capture the SQC for the fault
Returns Main Fault Location, Line Test reference
Invoke Line Test DS
CP

• The CP can run the Line Test dialogue service
  using the openreach Service ID.
• The Line test will run for the total
  installation and will return the details for the
  full installation

Openreach
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ISDN2e Assurance Dialogue Service process

• Returns Appointment reference key
• Appointment reference key to be used when
  placing the fault report

Obtain fault details from End User
Invoke Appointing DS
Invoke Line Test DS
CP
Openreach
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ISDN2e Assurance Trouble Report placement

• Service ID
• Structured Question Code
• Line Test reference
• Appointment reference if applicable
• Temporary Call Divert request
• Busy out Line request
• Contact details
• Hazard and warning notes if applicable
• Earliest and last access times
• Calling and Network features details if
  applicable

Consolidate Trouble Report details
CP
CP will have a dialogue with end user and decide
on the SQC to place as part of the trouble report.
Openreach
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ISDN2e Assurance Trouble Report placement
Place Trouble Report (TR)
TR - Reject
TCD Applied
CP
Handshake Message
TR - Pending Response
Consolidate Trouble Report details
TR - Accepted
Reject
Success
Capture fault
Initial set of validations
Openreach
If TCD is requested, apply TCD on the whole
installation
Trigger fault accepted message to CP

• TCD will be applied on the whole installation
• Once the TCD application is successful KCI will
  be sent to CP

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ISDN2e Assurance Incident Management
The CP will be updated that the fault is linked
to an incident and will be informed with the
reference number of the incident.

• CP to place clear accept or reject
  message
• Fault will be auto closed if CP doesnt respond
  in 72hrs

CP
TR update - Incident Fault
TR update- Clear
Check if fault is associated with an incident
Trigger a clear message to CP when the incident
is cleared
Fault is linked to an incident
Openreach
Once the incident is cleared all the faults
associated with it will also be cleared
If a fault is linked to multiple incidents then
same will be updated in the notes and CP will be
informed
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ISDN2e Assurance Trouble Report progression

• Entire installation is tested for faults
• Additional faults are created on each of the
  faulty copper pairs (2 channels)
• Separate Trouble Report notifications sent for
  each of the additional faults created
• This is applicable for ISDN2e-System
  installation only which have more than 2 channels
• if Busy Out Line was requested on the initial
  fault raised by the CP, then Busy Out Line is
  applied on all the faulty copper-pairs
• If TCD is also requested, then TCD takes
  precedence as TCD is applied on the whole
  installation

CP
Create additional faults for each of the faulty
copper-pair
Diagnose faults across entire installation
Openreach
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ISDN2e Assurance Trouble Report notifications
for additional faults

• Key elements in notification include
• Unique openreach fault reference
• MFL of that fault
• SQC, TRC band, contact details (replicated
  from the initial fault placed by the CP)
• CP fault reference sent as an empty tag
• TCD, BOL details

CP
Trouble Report notification
Trouble Report notification
Separate Trouble Report notifications are sent to
CP for each additional fault created on the
installation, every fault will be independently
progressed
Create additional faults for each of the faulty
copper-pair
Diagnose faults on the installation
Openreach
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ISDN2e Assurance Linking Common Faults
The CP will be updated that the fault is a common
fault and also will be updated with the ERT of
the primary fault

• CP to place clear accept or reject message
• Fault will be auto closed if CP doesnt respond
  in 72hrs

TR update Common Fault
TR update Primary fault clear
TR update- Clear
CP
Check if any primary fault exists for the new
fault
Openreach
Yes
Trigger a clear message to CP when the
commissioning test is successful
Perform the commissioning test for all the
secondary faults
Update CP when the primary fault is cleared
As the primary fault gets cleared Openreach will
test all the secondary faults linked to that
fault and will send a clear message to the CP.
Fault is linked to the primary fault
To TR Progression
if the primary fault goes in PONR , same will be
updated for all the secondary faults and CP will
be informed.
If the commissioning test on the line fails then
Diagnose the fault again.
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ISDN2e Assurance Analysis of the Trouble Report
CP
Openreach will check for ELF, DOA, repeat
faults on each fault
Check if any primary fault exists for the new
fault
No
To Task creation
Analyse the Trouble Report
Openreach
Fault raised for 3 times in 30 days -Repeat fault
Fault raised with in 0-2 days of installing the
line
Fault raised with in 3-30 days of installing the
line
To ELF Process
To DOA Process
To Repeat Fault process
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ISDN2e Assurance Task Creation process

• CP to place clear accept or reject message
• Fault will be auto closed if CP doesnt respond
  in 72 hrs

TR update- Clear
CP
Openreach
Trigger a clear message to CP if no fault is
found (MFLOK)
Based on MFL and SQC on each copper pair, task
will be created independently
Create Engineering task for the fault
To Engineering works
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ISDN2e Assurance Engineering works
This is PONR (Point of no return) of the fault
TR update Engineer Dispatched
CP
Engineer will be assigned to fix the fault
Engineer is dispatched to fix the fault
Engineer fixes the fault
Openreach
To Commissioning the line
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ISDN2e Assurance Commissioning the line

• CP to place clear accept or reject message
• Fault will be auto closed is CP doesnt respond
  in 72hrs

CP
TR update- Clear
Perform the commissioning test once the
engineering works are completed.
Trigger a clear message to CP once the
commissioning test is successful.
Openreach
Commissioning will be done on each faulty copper
pair independently
To Fault closure Process
If the commissioning test on the line fails then
Diagnose the fault again.
To TR Progression
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ISDN2e Assurance Fault Closure Process
TR update TCD removed
CP accepts the clear
TR update Closed
CP Rejects the clear
CP
If the CP rejects the clear then Diagnose the
fault again.
Openreach
Validate the clear confirm message
Remove TCD if TCD is present on the line
Raise charges (if any) and close the fault
To TR Progression
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Damage Reports
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ISDN2e Assurance Damage Reports Process
CP places Trouble Report with SQC DRO, DRW, DRU
Trouble Report Pending
Trouble Report Accepted
CP
Validate Trouble Report
Openreach
Subsequent validations
To Task creation process
Contact EU to understand the hazard and either
increase or decrease the care level of the fault
Upgrade the faults with care level 1 to care
level 2
Assign engineering tasks
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ELF / DoA Faults
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ISDN2e Assurance DOA, ELF Process
TR Update - Dead On Arrival
TR Update - Early Life Failure
CP
Openreach
Check the provisioning date of the channel and
mark the fault as ELF if the fault is raised with
in 3-30 days of installation
Check the provisioning date of the channel and
mark the fault as DOA if the fault is raised with
in 0-2 days of installation
From Analysis of Trouble Report
From Analysis of Trouble Report
Upgrade the faults with care level 1 to care
level 2
To Task Creation
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Repeat-Faults
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ISDN2e Assurance Repeat Fault Process
TR Update - Repeat Fault
CP

• Previous faults reported to EMP with following
  status are not counted towards repeat fault
• Cancelled faults
• Auto closed faults
• Temporary clears

Openreach
From Analysis of Trouble Report
Mark the fault as repeat fault if there are 2 or
more closed faults on the same channel in last 30
days
To Task Creation
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Amend Trouble Report
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ISDN2e Assurance Amend Trouble Report Process

• Following fields can be amended
• Access arrangements
• Hazard Notes
• Temporary Call Divert
• Busy Out Line
• EU and CP contact details
• Appointment
• TRC band
• Structured questions
• Notes
• CP fault reference number

Amend TR Update- Pending
CP places Amend Trouble Report
Amend Trouble Report Update- Accept
Amend TR Update- Reject
If after PONR, hazard and warning notes are
amended along with appt change then separate
amend accept message is sent for hazard notes and
another message later for appointment change
CP
No
Openreach
Validate Trouble Report
Check if the fault crossed PONR
Yes
Accept the amend request if engineer is contacted
and has not started the work
Reject the amend request if engineer is not
contacted and/or engineering task is completed
Try to contact the field engineer
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Cancel Trouble Report
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ISDN2e Assurance Cancel Trouble Report Process
Cancel TR Update- Pending
CP places Cancel Trouble Report
Cancel TR Update- Accept
Cancel TR Update- Reject
CP
No
Openreach
Validate Trouble Report
Check if the fault crossed PONR
Yes
Reject the cancel request if engineer is not
contacted and/or task is completed
Accept the cancel request if engineer is
contacted
Try to contact the field engineer
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Missed Appointment process
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ISDN2e Assurance EU Missed Appointment Process
TR Update- EU Missed Appointment
TR Update- Reminder
TR Update- Close
CP responds within 72 hours
CP places Amend Trouble Report with new
appointment
CP
CP has not responded for48 hrs
Validate the amend request
Stop SLA clock, inform CP and request for new
appointment
Openreach
Send a reminder KCI to CP
Associate the fault with new appointment
EU Missed appointment confirmed based on the EOAT
Auto close the fault and send an update to CP
If CP does not respond for 72 hrs
To Task creation
Field Engineer has no access to EU
From Task assigned to engineer
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ISDN2e Assurance Openreach Missed Appointment
Process
Trouble Report Update- New appointment
Trouble Report Update- Openreach Missed
Appointment
CP can place Amend appointment to change the
appointment if required
CP
Send an update to CP indicating Openreach Missed
appointment
Contact EU and book a new appt
Openreach
Send an update to CP with new appointment details
Associate the fault with new appointment
Book next available appointment if EU not
contacted
Engineer could not make it to EU site
To Task creation
From Task assigned to engineer
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Query Fault History
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ISDN2e Assurance Query fault history process

• Key data provided in the response
• Openreach Fault references of the previous
  faults
• SQC as reported when the fault was created
• Clear Code used by Openreach to clear the fault
• Fault received date and time
• Fault cleared date and time
• Fault closed date and time
• Time taken to clear the fault
• Line Number if applicable

CP places Query fault history request
Query fault history request accepted
CP
Validate the request for asset ownership
Openreach
Accept the request and retrieve the data for the
past 90 days to CP
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Handling open Faults in provision scenarios
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ISDN2e Assurance Transfer of open faults
process
CP need to place an amend request with in 72 hrs
CP
CP places amend request
CP places Transfer order on open fault
Trouble Report Notification- Fault Transfer
Cancel the open fault and send an update to
gaining CP
On completion of the transfer order, check if the
open fault can be transferred
CP doesnt respond in 72hrs

• Fault will be transferred to Gaining CP on
  following validations
• The fault should not have reached the PONR
  status ever.
• The Appointment date/ERT of the fault must be
  outside the timelines of transfer date. Transfer
  date should be greater than 2 days (48 clock
  hours) after the Appointment or ERT.
• For ISDN2e System installation, all open faults
  should pass validations.

Openreach
Update the fault with gaining CP details
Fault cannot be transferred
Fault can be transferred
Provide the open fault reference to Gaining CP
and inform Losing CP of fault transfer
Provide the open fault reference to Gaining CP
Send notification to gaining CP for transfer
confirmation
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ISDN2e Assurance handling open faults in
provision scenarios
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Trouble Report Escalation Reasons
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ISDN2e Assurance Trouble Report Escalation
Reasons
ERT is beyond the SLA for the care level.
High fault history. Multiple faults are reported
in the last 6 months
Additional fault on installation.
Trouble Report Escalation Reasons
Repeat fault. More than 2 faults have been
reported in last 30 days
Openreach missed Visit.
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Q A