Post on 03-Apr-2020
www.openreach.co.uk/orpg/products/nga/nga.do2
Disclaimer• It should be noted that the proposals for the products outlined in this
slide-pack represent Openreach’s current view of those products at the time of publication. These proposals may change through further development and feedback.
• The purpose of this slide-pack is to provide additional information to support CP development initiatives. It does not represent a finalised definition/specification of the products. Any developments carried out by CPs based on the contents of this slide-pack are entirely at the CP’s own risk.
• © British Telecommunications plc 2008
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Agenda• Welcome
• Process Update & FTTP GEA Product Process Design for Ebbsfleet - R900
• Process (CP interfaces) & T2R Portal User Journey
• SoR Process & External Information Points
• Walkthrough of Service Framework / SLA proposals
• Next steps
• Close and Review
www.openreach.co.uk/orpg/products/nga/nga.do5
R900 - FTTP Change Requests (Target)• 100Mbit PIR Option - L2C
• Multiple ONTs In the Field - T2R
• Number Portability Requirements for FTTP - L2C
• FTTP Dialogue service such as MNA/MNPA - L2C
• Active Circuit & Transfer of CP in FTTP GEA - L2C
• Complaints & Escalations for GEA and FIRS - L2C & T2R
• GEA-OLT Connectivity Link - L2C
• Provision of a third PON - No process impact
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BT Firewall
CPImpacted Component
Address Matching
DS
OR Portal
CP place order with below GEA package- ‘10/2Mb up to 100Mb PIR’
No Process impact Billing Ops generate Bill and send it to CP
Openreach
Openreach validates the Order and progresses it as BAU Process for FTTP Provide Order. Openreach updates CP with appropriate KCI’S
100 Mbits PIR option
www.openreach.co.uk/orpg/products/nga/nga.do7
BT Firewall
CPImpacted Component
Address Matching
DS
OR Portal
CP identifies that TR is in Openreach network
Raise TR via portal
SQ modified to identify the ONT type (HG850 / HG863) and further questions modified based on ONT type
Openreach
Openreach updates CP with appropriate KCI’S as Resolution progresses
TR would progress as per BAU for FTTP T2R Process
Multiple ONTs in the field
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BT Firewall
CPImpacted Component
NPSC team
Openreach Backend Systems
CP request Number Export via fax, email or EDI as BAU
NPSC team validate the request using CSS data.Accept / Reject with in 24 hrs
CP (BTW / BTR) receive number export notification (AoT) via CSS activity
If request accepted then CPs engineer request for activation on CRD
NPSC progressess the order in laison with CP and OR FTTP Backend systems.BTO will notify the CP (BTW / BTR)
BAU Process followed
Note:
BTW & BTR should record the GEA numbers in CSS like other product number.
Number Porting team will validate using CSS data.
All notification to BTW / BTR via CSS activity as EMP has no visibility on numbers
Number Portability Requirements for FTTP
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BT Firewall
CPImpacted Component
Address Matching
DS
OR Portal
MNADS
CP will access MNA dialogue services to obtain network availability details
Input : ALK
Output: <ONT id><OLT location id (1141)>< Port id> <Port status> <
CVLAN id>
No Process impact
Openreach
Order Placed in OR Portal with ONT Details
Order progresses as BAU Process for FTTP
Openreach updates CP with appropriate KCI’S as Resolution progresses
FTTP Dialogue service such as MNA/MNPA
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Cease charge needs to be refund
KCI2– Order Committed- CCD- Service Id- CVLAN id- Port id
KCI3 – Order Completed- Service Id- Billing Account Id- Completed Date- CVLAN id-- Port id
Portal
CP receives KCI messages of transfer order progression
Complete the orders in Siebel and send billing
spread sheet
Losing CP
Openreach
SMC
CP mails SMC for CP Transfer
DUNS idInterconnect Port IdBilling Account IdOrder TypeMACPort idGEA – packageCVLAN id
OR Systems
Place ‘Cease’ order in Siebel &
Phoenix
OR systems
SMC validates MAC and identify the
service id
NMS
Cease the existing service and
configure new service as per transfer order
KCI1 – Order Acknowledged- Order Reference
SMC
Send MAC to CP
EU contacts current CP and request MAC
SMC
CP requests SMC for MAC
SMC manage Cease order and Transfer order together
Gaining CP
Portal / Email
CP receives KCI messages of cease order
Phoenix
Complete cease order in Phoenix and place provide order
and complete
EU obtain MAC and provide the same to gaining CP
1
2
3
4
5
6
7
8
9
10
11
12
Note:SMC will maintain a list of MAC CodesThis scenario expected to be very low volumeFor Day1
Transfer & ACT – CP Transfer (1 of 2)
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Portal
CP receives KCI messages of transfer order progression
Complete the orders in Siebel and send billing
spread sheet
Losing CP
Openreach
SMC
CP sends a mail to CMC for an Active Circuit
Takeover(WLT)
DUNS idInterconnect Port IdBilling Account IdOrder TypePort idGEA – packageCVLAN id
Request losing CP to place the
cease order
Siebel/ Phoenix
SMC identify the CP of existing service
NMS
Cease the existing service and
configure new service as per transfer order
EU contacts current CP and request GEA
service
Portal
CP identifies that previous EU
does not cease the service
Gaining CP
Phoenix
Complete cease order in Phoenix and place provide order
and complete
Note:This scenario expected to be very low volume as CP should place cease order when legal occupant (bill payee) is changing.
This scenario is valid only when legal EU moved without notifying the CP
KCI1, KCi2 & KCI3 will be sent for both cease & transfer order
Portal / Email
Complete validation of cease
order and place cease order in
Phoenix
Portal / Email
CP place the cease order or reject if it is not
valid
Portal
CP receives KCI messages of cease order progression
Transfer & ACT – Active Circuit Takeover (2 of 2)
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Impacted Component
Service Management
CMC take necessary action to close the complaints / escalation
No OSS impact
Complaints & Escalation
Team
CP
CP lodge the complaints to Openreach CI team as BAU CI team will route the
complaints / escalations to CMC manager
CI team assign the complaints to CMC contact
Complaints & Escalations for GEA and FIRS
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GEA-OLT Connectivity Link (1 of 2)
CP
OR Work Group
CRF
CP identify the need for Interconnect port at handover location
CP completes CRF to place the order for Interconnect port
KEY Details:CP Name
DUNS idBilling Account numberHand-over point LocationOrder TypeCRD (not more than 25 days)Connection Termination PointPatch Panel if AnyPhysical Interface(e.g: FC/PC, Dual LC)
CMC receives CRF via email and validate the CRF
CMC sends billing record and notify CP with Interconnect port id
CMC co-ordinates P&B Activites and configures SVLAN on the switch
OR SYSTEMS
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GEA-OLT Connectivity Link (2 of 2)
External Network
28dB max
Shared Bandwidth
End User
32 way split GPONOLT
End UserInterface -10Mbit/s100Mbit/s1000Mbit/sEthernet
GPONOLT 32 way split
Openreach GEA Product variants• GEA Data Product• GEA Voice Enablement Product• GEA CP GigE Port Product (includes fibre connectivity)
ONT 1
ONT 32
Port 1
Port 4
Port 1
Port 4
NGA Hand-OverNode
ExistingProducts
BES
ONBS
Optical interfaces -1 Gbit/s or 10 Gbit/s
CP 4Remote
nonBT building
Fibr
e Jo
int
CableLink
CP 3Remotedifferent
BT building
CP 1In same
BT building
CP 2Outside
BT building
HO
Fra
me
HO
Fra
me
CP Flexibility point
Sample Slides for Information Only - Subject to Change
Openreach Portal
Raise Trouble Report & Track Trouble Report
User Journeys
– Sample SlidesAuthor: Narottam Gupta
www.openreach.co.uk/orpg/products/nga/nga.do
Sample Slides for Information Only - Subject to Change 20
This presentation is designed to introduce you to the Openreach Siebel application which is intended to incorporate the GEA ordering and tracking processes in as user-friendly fashion as possible.
The following screen slides provide an outline of the main navigation screens which will help you to complete your ordering requirements.
Further details will be provided prior to launch of GEA on this ordering application.
www.openreach.co.uk/orpg/products/nga/nga.do
Sample Slides for Information Only - Subject to Change 21
Raise Trouble Report User Journey
Create Trouble Report
Structured Questions
Submit Trouble Report
Capture Trouble Report Details
Asset Selection
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Sample Slides for Information Only - Subject to Change 22
Customer zone hub page
On the Customer zone hub page you can select to Create a Trouble
Report in one of two ways:
•Clicking on the ‘Trouble Reports’
navigation hyperlink ( )
•Clicking on the ‘Place Trouble Reports’
hyperlink ( )
Clicking on either of these hyperlinks will navigate you to the Fault Splitter Page.
From the Openreach Portal, you can launch the Customer Zone hub page.
1
2
1
2
Asset Selection
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Sample Slides for Information Only - Subject to Change 23
Asset Search pageYou can begin to Raise a Trouble Report from the ‘Check and report Trouble Reports’
page.
To Raise a Trouble Report, click on the ‘Diagnose Fault’
button. This will take you to the Asset Search page displayed below:
Asset Selection
Finally, click to display the results of the Asset search.
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Sample Slides for Information Only - Subject to Change 24
Search Result & Inventory Details page
Upon drilling down on the Service reference, the Inventory Details page will be displayed.
1Clicking on the ‘Diagnose/report fault’
button ( ) will navigate you to the Raise Trouble Report page. 1
The Search Result page will display the asset.
Create Trouble Report
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Sample Slides for Information Only - Subject to Change 25
Clicking on the ‘Diagnose/report fault’
button will navigate you to the Raise Trouble Report page (Shown below)
Create a Trouble report Page
•Complete the Trouble Report details.
Mandatory Fields are:―TR Description―CP Contact Details
•Use the TR Description field to provide the list of possible appointment slots to request for EU appointment if required.
•Click on the button. It will navigate you to Structured Questions page
Capture Trouble Report Details
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Sample Slides for Information Only - Subject to Change 26
• Based upon the answers to the structured questions the subsequent questions displayed will be different.
• click on to display the remaining questions
Structured Questions page Structured Questions
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Sample Slides for Information Only - Subject to Change 27
•click on to display the remaining questions
•You can click on the button to return and edit any of the previous answers
•On completing the final set of questions, a summary page will display all answers given and resulting SQC
•Click on to display the Fault summary screen.
Note: please review and edit any answers necessary prior to clicking on
as this will be the final opportunity to amend your answers.
Structured Questions page Structured Questions
•clicking on will bring you to the Trouble report summary page
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Sample Slides for Information Only - Subject to Change 28
Upon completing the Structured Questions, you will be navigated to the Trouble report summary page where the all fault details captured earlier will be displayed again.
Upon clicking on mandatory field and format validations will be performed. Any fields which fail validation will be displayed as part of the error message below:
Click on to edit the data displayed prior to submitting the Trouble Report.
Click on to return to the Customer Zone Hub page without creating the Trouble Report.
Click on to submit the Trouble Report
Trouble report summary page Submit Trouble Report
At the bottom of the screen there are three options:
In this instance, click on to edit the invalid fields prior to re-submitting the Trouble Report.
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Sample Slides for Information Only - Subject to Change 29
Trouble Report Confirmation page Upon clicking on mandatory field and format validations will be performed. If all the fields are validated, the
Trouble Report will be submitted successfully and Trouble Report
Confirmation page will open.
Please note down the Openreach TR Reference displayed on the Trouble Report Confirmation screen.
CP should use the Openreach TR reference to track the progress of the TR.
Submit Trouble Report
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Sample Slides for Information Only - Subject to Change 30
Track Trouble Report User Journey
Trouble Report Details
Cancel Trouble Report
Accept / Reject Clear
Amend Trouble Report
Track Trouble Report
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Sample Slides for Information Only - Subject to Change 31
Customer zone hub page
On the Customer zone hub page you can select to Track a Trouble Report in two ways:
•Clicking on the ‘Trouble Reports’
navigation hyperlink ( )
•Clicking on the ‘track Trouble Reports’
hyperlink ( )
Clicking on either of these hyperlinks will navigate you to the Fault Splitter Page.
From the Openreach Portal, you can launch the Customer Zone hub page.
1
2
1
2
Track Trouble Report
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Sample Slides for Information Only - Subject to Change 32
Track Trouble Report page
Enter the Openreach Trouble Report reference or Customer Reference or Service reference and click on ‘go’
button.
Track Trouble Report
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Sample Slides for Information Only - Subject to Change 33
The screen will display the Trouble Report
Track Trouble Reports page Track Trouble Report
Drilling down on the TR reference you will be navigated to Trouble Report Details Screen
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Sample Slides for Information Only - Subject to Change 34
Track Trouble Details page Trouble Report Details
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Sample Slides for Information Only - Subject to Change 35
Amend Trouble Report page Amend Trouble Report
Enter the values to be amended
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Sample Slides for Information Only - Subject to Change 36
Trouble Report Notes window Amend Trouble Report
Click on the icon on the Amend Trouble Report screen
Click on the button on the notes screen
•Enter the notes
•Click on the button
Click on the button. The notes will be added.
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Sample Slides for Information Only - Subject to Change 37
Trouble Report Notes window Amend Trouble Report
Click on to submit amend request. You will be navigated to Amend Confirmation Screen (shown below).
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Sample Slides for Information Only - Subject to Change 38
Track Trouble Reports page Cancel Trouble Report
Click on the Cancel button on Track Trouble
Reports page
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Sample Slides for Information Only - Subject to Change 39
Trouble Report Cancellation Request page
Cancel Trouble Report
Click on the button to submit Cancel Trouble Report request
Enter the Cancellation Reason (Free Text).
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Sample Slides for Information Only - Subject to Change 40
Trouble Report Cancellation Confirmation page
Cancel Trouble Report
On submitting the Trouble Request Cancellation request you will be navigated to Amend Confirmation Screen (shown below).
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Sample Slides for Information Only - Subject to Change 41
Trouble Reports Details page Accept / Reject Clear
Click on the Clear Accept button on Trouble Report
Details pageto accept clear of the
fault
Click on the Clear Reject button on Trouble Report
Details pageto reject clear of the
fault
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Sample Slides for Information Only - Subject to Change 42
Clear Accept page Accept / Reject Clear
On clicking on the Submit button Trouble Report Clear Accept Request page will open
Enter the notes in the notes field
Note: Click on Notes Will Open New Window Where multiple
Notes can be created
Click on the Submit Fault button to submit clear accept request
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Sample Slides for Information Only - Subject to Change 43
TR Clear Accept Confirmation page Accept / Reject Clear
On clicking on the Submit Fault button TR Clear Accept Confirmation page will open
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Sample Slides for Information Only - Subject to Change 44
Clear Reject page Accept / Reject Clear
On clicking on the Clear Reject button Trouble Report Clear Reject Request page will open
click on the button to the right of the ‘Clear Code’ field( ) will pop up an pick applet from which the resolution code can be selected
click on the button will take to the TR Clear Reject Confirmation Page
Note: Click on Notes Will Open New Window Where
multiple Notes can be created
Note: Clear code is a mandatory
Field1
1
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Sample Slides for Information Only - Subject to Change 45
TR Clear Reject Confirmation page Accept / Reject Clear
On clicking on the Submit button TR Clear Reject Confirmation page will open
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I. Schedule requirements/collaborationsINPUT: Requirements from industry raised at forumACTION: Openreach lead assigned
CP lead assignedOUTPUT: 3 month rolling plan, maintained by Openreach, published at forum
II. Collaborate and define SoRsINPUT: 3 month rolling plan, maintained by Openreach, published at forumACTION: Openreach lead to book rooms and support meetings
CP lead to prep sessions and run meetingsDefine SoR including business impact assessment
OUTPUT: Industry SoR
III. Circulate and review SoRsINPUT: Industry SoRACTION: SoR distributed by CP lead
Deadline set for feedbackFeedback incorporated into SoR
Follow up audio arranged?OUTPUT: Final industry SoR
IV. PCG governanceINPUT: Final industry SoRACTION: SoR reviewed by industry forum
SoR approved by industry forumSoR prioritised by industry forum
OUTPUT: SoR formally submitted to Openreach by CP lead
V. Product developmentINPUT: SoR formally submitted to Openreach by CP leadACTION: Openreach publish SoR on websiteSoR added to industry programme planOUTPUT:SoR progressed through portfolio development process and tracked on industry programme plan
Fail
Fail
Fail
Pass
Pass
PassFail D0D0
Entry
P1. Specify and plan
P0. Concept
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SoR Automated Process – Further Information
• New automated front end process through the Openreach Web Portal – see http://www.openreach.co.uk/orpg/news/generalbriefings/downloads/Briefing%2 0GEN0019_08.pdf and the reception process is described here http://www.openreach.co.uk/orpg/products/newproducts/downloads/08_02_28_ Automated_SoR_Issue_1.pdf
• Better control and accountability to the CP – it does not change the overall process.
• Greater opportunity and ease for all our CPs to submit SoRs.
• Allows CPs to track the status of their SoRs.
• The process allows the CPs to share the brief description of the SoR with the rest of the Industry if they wish to do so.– Within the template there is a tick box that allows you to share the outline “Brief
description” box of the SoR with other Customers (CPs) if so desired.– Recommended as this allows Openreach to gauge demand and benefit to Industry as
a whole
www.openreach.co.uk/orpg/products/nga/nga.do50
FTTP Service Level Targets (1 of 2)
• FTTP SLAs– No SLAs offered initially– Openreach will:-
• analyse performance of the products for 6 months from launch
• scope and assess suitable service level targets– Openreach will review it's position on SLAs and SLGs
during the course of the pilot
www.openreach.co.uk/orpg/products/nga/nga.do51
FTTP Service Level Targets (2 of 2)
Key Milestone Proposed R800 Target Service Level
KCI1 1.0 hr from order receipt
KCI2 3.0 hrs from order receipt
Configuration 3.0 hrs from receipt of configuration details
KCI3 on CCD by 18:00 hrs
L2C: (not applicable for Fibre IRS)
Order Type : New Action, Modify, Cease
Target service levels are only applicable where plan & build and commissioning activities for FTTP are complete.
T2R:
Response times are calculated using BT normal working hours (8am-5pm, M-F excluding Bank and Public Holidays.
Key Milestone Proposed R800 Target Service Level (in hours)
Fault is being diagnosed 0.5 hr from TR receipt
Trouble Report Accepted 2.0 hrs from TR receipt
Fault Fix Complete(PON/Spine Fibre)
40 hrs from TR receipt
Fault Fix Complete(Exchange Electronics)
40 hrs from TR receipt
Fault Fix Complete(Other non-appointed faults)
40 hrs from TR receipt
Fault Fix Complete(appointed faults)
By mid-night on day following the appointment date or on a later date agreed by both parties
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Industry Events – Diary
Openreach Future Access
Forum
15th May 08
BT Tower, London
Openreach Future Access
Forum
15th May 08
BT Tower, London
FTTP Process sub working
group
21st May 08am Process
BT Centre, London
FTTP Process sub working
group
21st May 08am Process
BT Centre, London
FTTP Process sub working
group
26th June 08am Process
pm Technical cancelled
BT Centre, London
FTTP Process sub working
group
26th June 08am Process
pm Technical cancelled
BT Centre, London
FTTP Process & Technical sub working
group
31st July 08am Process
pm Technical
BT Centre, London
FTTP Process & Technical sub working
group
31st July 08am Process
pm Technical
BT Centre, London
FTTP Process sub working
group
2nd Sept 08am Process
BT Centre, London
FTTP Process sub working
group
2nd Sept 08am Process
BT Centre, London