Ordering and Assure Guide

Transcription

1 Ordering and Assure Guide Access Products ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 1

2 ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 2

3 Document Control Document Authorities Document Details Name Title Document Owner Pam Currey Chorus Implementation Manager Document Owner Gary Jamieson Senior Operational Capability Manager Author(s) Sysdoc Sysdoc Consultants Review Version Review by Signoff and date All sections Pam Currey, Gary Jamieson Gary Jamieson, Senior Operational Capability Manager, 16 December 2011 Sign off Approval to publish Date Name Approval by Document Owners 16 December 2011 Pam Currey, Gary Jamieson Version History This table shows a record of significant changes to the document. Version Date Author Description April 2011 Sysdoc Consultant Section 2 updated with: Fulfil event notification Assure event notifications Section 3 - updated with: New products added into product offering table NGHS CPE Accreditation product outline added NGHS Relocate SDP product outline added Scheduling information updated for some products Enhanced Care product outline updated Section 4 updated with: Additional problem management information June 2011 Gary Jamieson Updated problem management procedures and guideline Section 5 - updated with: Process for Fulfil order for CPE Accreditation Section 6 - updated with: Look and Book scheduling information added Minor updates to procedures Appendix 1 added Messages on Work Scheduling Details screen B2B document reference updated Section 4 updated: Completion of Problem Report Screen added Appointment reservation guidelines View, amend or cancel problem report updated appointment reservation ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 3

4 Version Date Author Description September December 2011 Sysdoc Consultant Sysdoc Consultant Section 2 updated with: Lists, status and notification tables for Enhanced Provisioning Managed and Coordinated Inserted new status flow diagrams for Enhanced Provisioning Managed and Coordinated Section 3 updated with: New product outlines for Enhanced Provisioning Managed and Enhanced Provisioning Coordinated New product outline for Performance Enhanced MPF and minor edits to reference this product in MPF Move Address, MPF New Connection, and MPF Transfer Updated business rule for MPF Transfer Updated Premise Wiring information to include service lead install Section 4 updated with: PE MPF information requirements in Completion of Problem Report screen Section 5 updated with: New process for Enhanced Provisioning Managed Minor edits to Fulfil order for Access Product to incorporate Performance Enhanced MPF Minor edits to Fulfil order for Transfer, Fulfil Bulk Transfer management order Section 6 updated with: New procedures for Enhanced Provisioning Managed Accept or reject quote, View or download attachment, renamed Copy order details to new order and edited steps Minor edits to Add or remove feature to incorporate Performance Enhanced MPF Section 2 updated with: Notification tables Updated Potential waiter in Sales order status (Diagram 4) Section 3 updated with: Product offering table Minor changes to Product outlines: o MPF Move Address o MPF Relinquishment o MPF Tie Pair Change o MPF Transfer o Performance Enhanced MPF Section 5 updated with: Minor edits to Fulfil order for Access Product Process Modify or Cancel order Minor edits to Fulfil Bulk Transfer management order Section 6 updated with: Minor edits to Modify Order Order Product additional information Appendix 1 scheduling message edits Rebranded for Chorus demerger /04/12 Pam Currey Update to Address Location Management information to include red addresses, PLSAM and TLC search on: Search for TLC Address Location management screen ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 4

5 Document Review This document will be subject to periodic review. It is the responsibility of the Document Owner to initiate and control the review process. Copyright Copyright 2011 Chorus New Zealand Limited All rights reserved No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior written permission of Chorus New Zealand Limited. This document is the property of Chorus New Zealand Limited and may not be disclosed to a third party, other than to any wholly owned subsidiary of Chorus New Zealand Limited, or copied without consent. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 5

6 ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 6

7 Table of Contents SECTION 1: OVERVIEW 11 About this guide Introduction Audience In this guide Document owner Related documents Information Chorus provisioning technology Standard Terms Determination (STD) documents Chorus Services Agreement Section 2: Chorus Order Entry Overview Introduction Chorus order management Product order and product instance Status transition Access Products provisioning status flows Management order provisioning status flows Status relationships Key identifiers Potential Waiters Notifications Notification categories SECTION 3: PRODUCTS 31 Introduction Overview Identifying MPF type Business rules Intact definitions Product outlines Chorus product offering Enhanced Provisioning Coordinated Enhanced Provisioning Managed MPF Bulk Transfer MPF Enhanced Care MPF Exception to BAU MPF Move Address MPF New Connection MPF Prequalification MPF Prequalification - Manual Line Test MPF SLES Cabinet Prequalification MPF Relinquishment ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 7

8 MPF Tie Pair Change MPF Transfer NGHS CPE Accreditation NGHS Install Next Generation CPE NGHS Install SDP NGHS Integrate CPE NGHS Relocate SDP NGHS Wiring Add-on Performance Enhanced MPF Premise Wiring SECTION 4: PROBLEM MANAGEMENT 133 Introduction Emergency faults Failed install Fault related event (FRE) Enhanced Care Critical Response Business rules Service levels Pricing Problem report status Notifications Report problem Raise problem report Completion of Problem Report screen View, amend or cancel problem report SECTION 5: OUR ORDERING PROCESSES 151 Introduction Ordering product via the SSP Ordering product via the B2B Products available to order Multiple product orders When placing an order How to read a process map Fulfil order for Access Product Fulfil order for Prequalification Fulfil order for Transfer Fulfil Bulk Transfer management order Fulfil Enhanced Provisioning Managed management order Fulfil Exception to BAU management order Fulfil order for CPE Accreditation Modify or cancel order SECTION 6: SELF SERVICE PORTAL 173 Introduction ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 8

9 Using the SSP SSP hints and tips Schedule Reservation Copying sales orders/product orders System procedures Accept completion Accept or reject quote Activate log-in Add or remove feature Cancel order Copy order details to new order Log in to the Self Service Portal Modify order Order product Completion of sales order details Search for order or product instance Search for TLC View or download attachment Address Location Management screen APPENDIX 1: MESSAGES ON WORK SCHEDULING DETAILS SCREEN 203 ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 9

10 Tables in this document Table 1: Chorus technology phases Table 2: Sales order status descriptions Table 3: Product order status descriptions Table 4: Status changes during normal processing flow for Access Products Table 5: Status changes when an order is modified or cancelled Table 6: Identifiers for orders and instances Table 7: Approximate timeframes for resolution of Potential Waiters Table 8: Fulfil Notification categories Table 9: Assure Notification categories Table 10: Assure Event Notification categories Table 11: Chorus product offering Table 12: Problem Report status descriptions Table 13: Our ordering processes included in this guide Table 14: Multiple Product Groups for a single sales order Diagrams in this document Diagram 1: Chorus Provisioning Systems Diagram 2: Order Management Diagram 3: Product Order and Product Instance Diagram 4: Sales order status transition Access Products Diagram 5: Product order status transition Access Products Diagram 6: Sales order status transition Bulk Transfer and Exception to BAU Management orders Diagram 7: Sales order status transition Enhanced Provisioning Managed Management orders Diagram 8: Product order status transition Bulk Transfer orders Diagram 9: Product order status transition Exception to BAU orders Diagram 10: Product order status transition Enhanced Provisioning Managed orders Diagram 11: Product order status transition Enhanced Provisioning Coordinated orders Diagram 12: UCLL, SLU and SLES Suite of Services I Diagram 13: UCLL, SLU and SLES Suite of Services II Diagram 14: Determine Type of MPF Required Diagram 15: How to read a process map ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 10

11 About this guide Introduction Section 1: Overview This purpose of this guide is to support Service Providers with ordering and assuring regulated, and non regulated, access products (and related service products) including: Unbundled Copper Local Loop (UCLL) Sub-loop UCLL (SLU) Sub-loop Extension Service (SLES). Audience This guide is for the use of: Service Provider s provisioning, fault and development teams Our teams involved in provisioning and fault restoration. In this guide This guide includes: An overview of our technology and channels An overview of our order entry and processing Detailed information to assist you to order and assure access products via the new channels. To help you find the information you seek, the content of this guide is presented in information types, which are indicated by a coloured lozenge at the top left of the page. Information types are as follows: This lozenge Indicates A product outline for a Chorus product A business process map Step by step procedures for the Self Service Portal Extra information to support completion of a process or procedure What is included A product description, and business rules for the product Details of information required by us when you order this product What you need to do or know before, or after you place an order for this product A high level outline of how the process works from order to fulfilment of one of product (or raising a problem report) How to use the Self Service Portal to place orders and raise a problem report Additional detailed information that you may need to refer to, in order to complete a process or procedure (guidelines are included as part of the relevant procedure). Document owner ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 11

12 This document is owned by Gary Jamieson, Senior Operational Capability Manager, Chorus. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 12

13 Related documents This guide may be used in conjunction with the following documents: Self Service Portal (SSP) Documents SSP Customer Administration Customer User Guide SSP Ordering Access Products Customer Training Guide. SSP documents can be obtained through us. B2B Documents B2B documents are available on our website (sp.chorus.co.nz) - navigate to Our Customers/Our Services/Industry Reports. This guide supports the B2B schemas that are currently active (Fulfil v1.2, Fulfil v2.0.1, Common v2.0.1 and Assure v2.0.1). Note: This guide does not cover the OO&T system, which may be used by some customers. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 13

14 Information Chorus provisioning technology The table below illustrates how existing (legacy) and new, customer channels and operational support systems interface as the new provisioning technology is introduced. Both Legacy and Transition phases are currently active and the technologies will continue to operate jointly until all products and customers are migrated onto the new channels (Future phase). Table 1: Chorus technology phases Technology Fulfil Assure Phase Legacy (old tools and systems) Channels Online Ordering & Tracking (OO&T) B2B (old) Chorus Operational Support Systems Automation Server ICMS for inventory and service order management. Transition (both old and new tools and systems) Channels Chorus Operational Support Systems Self Service Portal (SSP) B2B (new) New provisioning system for order entry, product order management, service order management, in conjunction with: Self Service Portal (SSP) B2B (new) HP Service Manager (HPSM) Automation Server ICMS for inventory and service order management Future (new tools and systems) Channels Self Service Portal (SSP) B2B (new) Self Service Portal (SSP) B2B (new) Chorus Operational Support Systems New provisioning system for order entry, product order management, service order management, Chorus Inventory, Chorus Workforce Management (CWMS); in conjunction with: ICMS service order management for legacy POTS service only ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 14

15 Standard Terms Determination (STD) documents UCLL and sub-loop UCLL (SLU) are regulated services that must be delivered within terms determined by the Commerce Commission. The terms and conditions of the UCLL MPF service are set out in the Standard Terms Determination (STD) documents, which are published on our website: sp.chorus.co.nz UCLL Standard Terms Determination documents UCLL General Terms UCLL Service Operations Manual UCLL Price List UCLL Service Description UCLL Service Level Terms Sub-Loop UCLL Standard Terms Determination documents Sub-loop UCLL Services General Terms Sub-loop UCLL Operations Manual Sub-loop UCLL Price List Sub-loop UCLL Service Description Sub-loop UCLL Service Level Terms Note: If there are any disagreements between the content of this guide and the STD documents, the Standard Terms Determinations should be taken as correct. Chorus Services Agreement The Sub-loop Extension Service (SLES) and access related service products are commercial services which we offers under our Services Agreement (CSA). We also offers: A suite of enhanced care services, which can be ordered at the time a line is provisioned; and A critical response service, which can be activated at the time you experience a fault. Before you can order the enhanced care or critical response services, you must sign a Chorus CSA. Contact your account manager to obtain a copy of the CSA. If there are any disagreements between the content of this guide and the CSA, the CSA should be taken as correct. This guide describes how to activate the critical response service, once you have the necessary commercial agreement in place. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 15

16 Section 2: Chorus Order Entry Overview Introduction This section provides an overview of order entry and order processing in the current transition phase in which both legacy and new channels and operational support systems are in use. Service Providers using the new channels can access order entry screens via the Self-Service Portal (SSP) or B2B. Orders flow through the Ordering system, as shown in the diagram below. Some products may need manual processing by our Provisioning Team where automated provisioning encounters a problem. If a sales or product order has been sent for manual processing, it will have a status of Support (Manual Intervention). Diagram 1: Chorus Provisioning Systems ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 16

17 Chorus order management A customer order is managed as three distinct orders as follows (and shown in diagram below): Sales order (SSP) or Product order (B2B) The wrapper which combines the products ordered and manages them as a single order. Covers standard information about the end customer, service address and service provider. Product order (SSP) or Product order item (B2B) Details for the requested product, either for a new product or change to an existing product instance. There is one product order per product offering, and there can be more than one: Product order in a sales order (SSP), or Product order item in a product order (B2B). Service order Work that needs to be done for product fulfilment, e.g. service company installation, line tests, site audits etc - there can be none or one service order for each product order. Diagram 2: Order Management For a given sales order: All product orders must be for the same end address The requested date and time must be the same for all product orders. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 17

18 Management order A management order allows grouping of sales and associated product orders for more than one service address with their own RFS Date. Our Provisioning Team provides management input to synchronise orders and coordinate resources to meet the requirements of the management order. Management orders are available for: Bulk Transfers Exception to BAU orders (for new connections and transfers) Enhanced Provisioning Managed (For new connections, transfers, move addresses and field services products). Product order and product instance A product instance is a unique identifier for a product given to a particular customer. The diagram below illustrates the relationship between a product order and product instance. Diagram 3: Product Order and Product Instance Product Catalogue Customer Account Product Product Order Product Instance Product UCLL Access Customer request for a product (transaction) UCLL New Connect Product given to a particular customer Instance (ASID) ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 18

19 Status transition Sales and product orders pass through various statuses as they are processed and provisioned. You can view the status of a particular order on the Summary screen for the sales order on the Self Service Portal. This information can also be retrieved through the B2B. The following tables describe the statuses that may apply to access products provisioning. Not all statuses are valid for all orders. Table 2: Sales order status descriptions Status New Acknowledged Cancelled Rejected Accepted Quote Provided Quote Accepted Description Sales order has been created. Status is valid during order capture and before the sales order is submitted. Sales order has been received. Sales order has been cancelled. Sales order is rejected. Sales order can be rejected after auto-validation for a variety of reasons, e.g.: Address validation fails The combination of products in the order is not allowed Information is incomplete Disconnection of the relevant service, line or circuit is pending. Also, a sales order can be rejected after entering a manual new address, or if the feasibility check fails (MPF Access Products). Sales order has passed validation: The products in the order can be ordered The combination of product orders in the sales order is allowed All the attribute validations are correct All the mandatory attributes have been entered The service address is valid The service is feasible. The quote has been provided for Enhanced Provisioning Managed. You must accept or reject the quote. You have accepted the quote for Enhanced Provisioning Managed. Quote Rejected You have rejected the quote or have not responded to the quote within 20 working days. Potential Waiter Processing Applicable for MPF Access Products only when automatic resource allocation is unsuccessful, i.e. the cable tracing/network is not available for auto-allocation. Note: If MPF count on the prequalification is zero then the order will go to Potential Waiter queue and We will determine the next steps required to provide service. See Table 7 for the approximate timeframes for resolution of Potential Waiters. Product orders associated with sales order have been submitted for processing/provisioning. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 19

20 Status Changing Description Sales order has been changed and the change requires acceptance by us. Cancelling Completed Closed Sales order has been cancelled and cancellation requires acceptance by us. All product orders in the sales order are completed. All product orders in the sales order are completed. Note: Some products update from Processing to Closed. Table 3: Product order status descriptions Status Pending Rejected Accepted Potential Waiter Description Initial product order status. Final State. Product order has been rejected. Product order has been accepted. Applicable for MPF Access Products only when automatic resource allocation is unsuccessful, i.e. the cable tracing/network is not available for auto-allocation. Note: If MPF count on the prequalification is zero then the order will go to Potential Waiter queue and we will determine the next steps required to provide service. See Table 7 for the approximate timeframes for resolution of Potential Waiters. RFS (Service Date) Confirmed Support (Manual Intervention) Schedule Available Locked-Down Changing Cancelling Service Given Completed Closed Cancelled Product order has been sent to the service company and they have accepted the assigned tasks. Service order of current product order requires manual steps to be performed. Management product order status only. Product order schedule has been approved and supplementary orders may be made. Bulk Transfer management order is locked down 10 days before first RFS date. Modifications to supplementary orders are automatically accepted prior to lockdown and after lockdown they will be processed manually. Product order has been changed and the change requires acceptance by us. Product order has been cancelled and the cancellation requires acceptance by us. Work is completed. Product order fulfilment is completed and billing started. Final State. Product order fulfilled. Final State. Product order has been cancelled. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 20

21 Access Products provisioning status flows The following diagrams illustrate the status transition flows that occur in Access Products provisioning. Diagram 4: Sales order status transition Access Products Diagram 5: Product order status transition Access Products ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 20

22 Management order provisioning status flows The following diagrams illustrate the status transition flows that occur for management order provisioning. Diagram 6: Sales order status transition Bulk Transfer and Exception to BAU Management orders Diagram 7: Sales order status transition Enhanced Provisioning Managed Management orders ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 21

23 Diagram 8: Product order status transition Bulk Transfer orders Diagram 9: Product order status transition Exception to BAU orders ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 22

24 Diagram 10: Product order status transition Enhanced Provisioning Managed orders Diagram 11: Product order status transition Enhanced Provisioning Coordinated orders ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 23

25 Status relationships The tables below explain the possible correlations between status for a sales order, product order and service order: Table 4 shows status changes during normal processing flow Table 5 shows status changes when an order is modified or cancelled. Table 4: Status changes during normal processing flow for Access Products Sales Order New - Product Order Acknowledged Potential Waiter Accepted Quote Provided Quote Accepted Quote Rejected Potential Waiter Pending Potential Waiter Support (Manual Intervention) Processing Accepted RFS (Service Date) Confirmed Service Given Support (Manual Intervention) Completed* Closed* Completed Closed Cancelled Rejected* Rejected * when all product orders on the sales order have this status. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 24

26 Table 5: Status changes when an order is modified or cancelled Stage of Modification/ Cancellation Type of change Sales Order Status Product Order Status Prior to acceptance and processing by Chorus Accepted for processing by Chorus Modification Changing Original order status Cancellation Cancelling Original order status Modification Changing Changing Cancellation Cancelling Cancelling Completed by Chorus Modification Original order status Original order status Cancellation Cancelled Cancelled Rejected by Chorus Modification Original order status Original order status Cancellation Key identifiers Our systems generate identification numbers (identifiers) for orders and for the implemented product (product instance). Identifiers that will be visible to you via the Self Service Portal or B2B are shown in the table below: Table 6: Identifiers for orders and instances Chorus Technology Order Identifiers Instance Identifiers Order Entry (Our ordering) Sales Order ID - Product Order Manager (Our ordering) Product Order ID Product Instance ID Product Instance (Connected circuit) - ASID Note: Shaded boxes indicate that the identifier is visible to you. In the period in which we have both existing and new channels in use, there will be two different identifiers created for product instance. Both these identifiers will need to be noted and used by customers, for different purposes. The two identifiers are: The ASID (Access Service Identifier) created by our ordering (new technology) which has the format: 16nnnnnnnn. The Product Instance ID, created by our ordering which has the format: 3nnnnnnnnn. As a SSP or B2B user you will need to record the two identifiers as related and use them as follows: Use the Product Instance ID for future ordering via SSP/B2B for any orders related to that MPF. Use the ASID for billing references, and to raise problem reports on the SSP/B2B. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 25

27 The Product Instance ID: For any products provisioned via existing channels (i.e. prior to using the SSP/B2B) will be identical to the ASID. Could be a phone number, a data circuit ID or an ASID. Potential Waiters Potential Waiters can occur for Move Address and New Connection orders, including ordering these products as supplementary sales orders for Enhanced Provisioning Managed management orders. When automatic resource allocation is unsuccessful i.e. the cable tracing/network is not available for auto-allocation, you are advised on the Summary screen in SSP that the request will become a Potential Waiter if the order is submitted. Once you have submitted the order you will receive the Potential Waiter notification. Schedule reservation is not available when the status is Potential Waiter. The following message displays on the Work Scheduling Details screen Work booking is not currently possible. You can still manually enter an RFS Date for Potential Waiters. However, resolution of the Potential Waiter can override the RFS Date you enter. See Table 7 below. If the Potential Waiter cannot be resolved before your RFS Date the next available date will be automatically scheduled once the Potential Waiter is resolved. Once the Potential Waiter is resolved the order will progress to the next stage in the provisioning process RFS (Service Date) Confirmed. All product orders in the sales order will only be provisioned once the Potential Waiter product is resolved. Prior to submitting your order you can split your Potential Waiter products and non Potential Waiter products into separate sales orders if required. Table 7: Approximate timeframes for resolution of Potential Waiters There are 3 scenarios which impact the length of time we Provisioning will take to resolve the Potential Waiter: Scenario Incomplete network details in our systems Minor network rearrangement required Network build required Solution and approximate time to resolve Potential Waiter We initiate the updating of details in our systems Approximately 4 hours resolution Rearrange existing network Approximately 3 working days resolution Build network Greater than 4 working days resolution Contact our Provisioning if your Potential Waiter order has not progressed to RFS (Service Date) Confirmed 4 working days after you submitted the order. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 26

28 Notifications When you place an order via the SSP or B2B, you will receive notifications that show progress of the order processing. Generally, a notification is sent when the status of the order changes (refer to the tables below for a complete view). Control of which notifications are received via can be configured in your Customer Profile and via the Applicant Address field in your order or the Address field in a problem report. There is no configuration for B2B as all notifications available are delivered as B2B messages. The following is an example of an notification: ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 27

29 Notification categories The level of notification you receive depends on which category of notifications you signed up for in your Customer Profile. The tables below explain the notification categories for Access Products for Fulfil and Assure. Table 8: Fulfil Notification categories If you signed up for this category Fulfil Info Required Fulfil High Priority You will receive notifications to advise of All notifications that require an action on your part before the order can progress: Chorus Sales Order Pending Quote Acceptance Customer to Advise (CTA) Product Duplication Service Given Build Completed All notifications providing significant changes in the state of a product order: RFS (Service Date) Confirmed RFS (Service Date) Updated HDP in use Sales Order Completed Potential Waiter Termination Details Updated Customer Out Card Left Accept Sales Order Sales Order in Support Cease Provider Billing Locked Down In-flight Product Order Rejected Cancel Sales Order Rejected Modify Sales Order Rejected Firm Order Acceptance ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 28

30 If you signed up for this category Fulfil Information You will receive notifications to advise of All other notifications, including: Acknowledged SLES Product Relinquishment Product Order Processing Started Product Order Completed Product Order Closed Sales Order Closed Cancel Cool-Down Firm Order Acknowledgement New Service Address Processing Quote Accepted Quote Rejected In Dispute Quote Expiration Schedule Available (management orders only) Cancel Product Order Cancel Product Orders Acknowledged In-flight Product Order Complete Cancel Sales Order Received Modify Sales Order Received Modify Sales Order Completed Cancel Sales Order Completed Reservation Expiration Fulfil Error All error related notifications. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 29

31 Table 9: Assure Notification categories If you signed up for this category Problem Info Required Problem High Priority Problem Information Then you will receive all Notifications requiring an action on your part before resolution activities continue: Request for Information Request for Approval Notifications regarding significant changes: Problem Report Accepted Problem Report Scheduled Problem Report Completed Other notifications, including: Problem Report Opened Problem Report Assigned Problem Report In Progress Problem Report Service Given Problem Report Pending Cancel Problem Report Closed Table 10: Assure Event Notification categories If you signed up for this category... Problem Information Problem High Priority Then you will receive these event notifications... Event Notify Event Ready for Callback Event Rejected Event Subsequent Report Event Service Given Event ETA Event Pending Event Manual Event Referred Event Refused Event Update Event Appointment Cancelled Event Appointment Modified Event FRE Suspected Event FRE Confirmed Event Request Cancelled Event Changed Commitment Event Renegotiated Commitment ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 30

32 Section 3: Products Introduction This section includes: Background information about UCLL, SLU and SLES products Detailed product outlines for individual products and services including descriptions, business rules and details to assist placing orders via the new channels. Overview We provides MPFs (copper pairs) via two regulated services and one commercial service as follows. Regulated services: Unbundled Copper Local Loop (UCLL) provides access and interconnection to the unbundled copper local loop network that terminates at our local exchange Sub-loop Unbundled Copper Local Loop (SLU) provides interconnection to the local subloop network that terminates at our distribution cabinet. Commercial service, available if purchased in conjunction with a SLU (that is, purchased at the same time or in conjunction with an existing SLU): Sub-loop Extension Service (SLES) provides copper transmission capacity between the handover point in the local exchange and the handover point in our distribution cabinet, to enable access to and interconnection with the SLU. The UCLL and the SLU services provide a copper tail circuit, also known as a metallic path facility or MPF. The MPF extends from the External Termination Point at an end-user s site, through our local loop network to the Handover Distribution Point block on either the main distribution frame in our exchange or the distribution frame in our distribution cabinet respectively. You can provide services to your customers by connecting that copper pair (MPF) to your equipment in the Co-location service area in either our exchange or our distribution cabinet via a tie cable connected to the Handover Distribution Point (HDP). Alternatively by using the Tie Cable service defined in the UCLL and the sub-loop UCLL Standard Terms Determination you can connect that copper pair (MPF) to your equipment in a location outside, but adjacent to, either our exchange or our distribution cabinet. We expect the most common services to be xdsl-based internet services and VoIP- type voice services. The following diagrams illustrate the UCLL, SLU and SLES suite of services. For more detailed information see: sp.chorus.co.nz/products ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 31

33 Diagram 12: UCLL, SLU and SLES Suite of Services I Diagram 13: UCLL, SLU and SLES Suite of Services II Exchange LWC = GLE - MDF E-side Cabinet LWC = GLE/AM D-side Cabinet SLU (or Telecom Wholesale) SLU SLEs SLEs SLU Distribution Cabinet Cross Connect Cabinet UCLL MPF ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 32

34 Identifying MPF type To identify the type of MPF required, you should first order a prequalification based on any one of the following three options: Address Product instance ID Phone number. The prequalification results will identify the type of Loop Wire Centre (LWC), as shown below: If the Service LWC Name field states An exchange code followed by MDF e.g. GLE - MDF where: GLE = Glen Eden MDF = Main Distribution Frame An exchange code followed by another code e.g. GLE/AM where: Then the MPF is at An exchange. A cabinet. GLE = Glen Eden /AM = the name of a cabinet Use the following diagram to determine the type of MPF required: Diagram 14: Determine Type of MPF Required ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 33

35 Business rules The following business rules are relevant to ordering all UCLL, SLU and SLES products. Note: Business rules relevant to individual products are included in the product outlines in the remainder of this section. Sales orders may contain multiple product orders, if for: o o The same service address, Same date, and o The products are included in the same group see table on page 135. Note: Only one SLU /SLES pair may be ordered per sales order. SLES is only available where distribution cabinets have sufficient copper feeder cable pairs. SLES may be withdrawn from a specific cabinet if the copper is no longer available. SLES must connect on a one to one basis to a SLU MPF, which is either: o o Not connected to any distribution cabinet Co-located equipment i.e. the circuit is jumpered straight through the cabinet; or Is connected to Distribution Cabinet Co-located equipment (this equipment could be your own or another Service Provider). Intact definitions The Summary screen in SSP advises you of the intact status of the address for selected products, e.g. New Connection and Move Address products. The intact statuses and their descriptions are outlined below: Intact Status Intact Semi-Intact Non-Intact Description Intact to customer HDP Intact requiring re-jumpering at the exchange or cabinet to establish connection Requires a visit to the customer premises and possibly the exchange/cabinet to establish connection Product outlines The remainder of this section includes product outlines for individual products each includes: Product overview Business rules including what the product can be purchased with, if part of multiple product order Additional Information any other relevant information about the product Before you order what you need to know, or have done, before you place an order for this product To place an order what information you will need to enter into the system (Self Service Portal or B2B) including which fields are mandatory After you have ordered anything you need to know after you have placed the order. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 34

36 Chorus product offering The table below shows our products and related service products as at September 2011, as listed on the Product List in the Self Service Portal; and which product outline to see for more information about the product. Table 11: Chorus product offering Product area Product Offering See Product Outline for: Prequalification Automatic Authorised MPF Prequalification Automatic Unauthorised Manual Authorised Manual Unauthorised UCLL Access (including Enhanced UCLL Access) SLU Access (including Enhanced SLU Access) New Manual Line Test SLES Cabinet Prequalification New Connection Move Address Tie Pair Change Transfer Relinquishment Change Feature New Connection Move Address Tie Pair Change Transfer Relinquishment Change Feature MPF Manual Line Test MPF SLES Cabinet Prequalification MPF New Connection MPF Move Address MPF Tie Pair Change MPF Transfer MPF Relinquishment MPF Enhanced Care Performance Enhanced MPF MPF New Connection MPF Move Address MPF Tie Pair Change MPF Transfer MPF Relinquishment MPF Enhanced Care Performance Enhanced MPF SLES Access New Connection MPF New Connection Move Address Tie Pair Change Transfer Relinquishment MPF Move Address MPF Tie Pair Change MPF Transfer MPF Relinquishment ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 35

37 Product area Product Offering See Product Outline for: Field Services New Premise Wiring Premise Wiring Management and bulk orders Enhanced Services New Install SDP New Install Next Generation CPE New Integrate CPE New Wiring Add-on New Relocate SDP New Bulk Transfer Management New Exception to BAU Management New Enhanced Provisioning Managed Add CPE to List Remove CPE from List Add Enhanced Provisioning Coordinated NGHS Install SDP NGHS Install Next Generation CPE NGHS Integrate CPE NGHS Wiring Add-on NGHS Relocate SDP MPF Bulk Transfers MPF Exception to BAU Enhanced Provisioning Managed NGHS CPE Accreditation Enhanced Provisioning Coordinated ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 36

38 Enhanced Provisioning Coordinated Product overview Enhanced Provisioning Coordinated is a service that may be ordered in conjunction with other MPF and field services products that will enable multiple services to be coordinated to meet Service Providers requirements. Enhanced Provisioning Coordinated orders can include: UCLL and SLU New Connection orders Move Address orders Transfer orders Field Services orders including NGHS and Premise Wiring. Note: If you are planning to submit 20 or more UCLL transfers, or 10 or more SLU transfers, refer to the MPF Bulk Transfer product outline in Section 3. The Enhanced Provisioning Coordinated request will enable Service Providers to work with the Service Companies in a more coordinated manner in relation to their request. The service company technician can work with up to two external third parties nominated by the customer, e.g. installation of the business broadband connection requires coordination with a CPE installer via the customer or customer representative, to coordinate the installation, facilitate testing and cut-over activities. Your customer representative s contact details will be passed to the Service Companies with instructions to make contact the day before the RFS date to arrange an accurate appointment time, thus enabling your customer representative to make prior arrangements regarding the install. An additional fixed fee will be charged for this service, on top of the standard charges usually associated with the order. Business rules The following business rules apply to Enhanced Provisioning Coordinated orders: Enhanced Provisioning Coordinated only applies for individual sales orders. When you order Enhanced Provisioning Coordinated, you must select the Appointment Requested? checkbox if it displays in the Work Scheduling Details screen. Apart from coordinating the order, all processes, systems and rules relating to standard UCLL provisioning and hand off procedures apply to the products being ordered, including rules for number porting. See the relevant product outlines for their business rules. See the relevant product outlines for business rules regarding cancellations of sales orders ordered in conjunction with the Enhanced Provisioning Coordinated product. Before you order You will need to know: Relevant details for the product Enhanced Provisioning Coordinated is ordered for (see the applicable product outlines in Section 3 of this guide). ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 37

39 To place an order See Section 5 of this guide for the relevant process: For Access Products ordered as part of an Enhanced Provisioning Coordinated order see process: Fulfil order for Access product For Transfers ordered as part of an Enhanced Provisioning Coordinated order see process: Fulfil order for Transfer. Use information below to understand the specific information required to order Enhanced Provisioning Coordinated. This describes the fields within the Self Service Portal (SSP); however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: To order Enhanced Provisioning Coordinated Select Enhanced Services Offering Category/Enhanced Provisioning Coordinated/Add Enhanced Provisioning Coordinated Note: At this point you should also select the product(s) you want to order the Enhanced Provisioning Coordinated product for. It does not matter if you select the Add Enhanced Provisioning Coordinated product first, or the product you are ordering the Enhanced Provisioning Coordinated product for, e.g. UCLL Access New Connection. Product Order Details screen Refer to the relevant product outlines for the products you are ordering with this coordinated product to determine the sales order details and product order details to be entered. Product Order Details screen The following fields must be completed for the Sales Order: Section End User Contact Details Service Provider Details Complete Fields Contact Full Name Contact Contact Phone Note: This person is the customer representative who will help coordinate the different parties. Either: Applicant Full Name Applicant Address, or Applicant Phone number Note: These fields will automatically populate with the signedin user s details. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 38

40 Section General Details Complete Fields The Service Address fields as follows: Note: If this is a Transfer you do not need to complete the Service Address fields. If An existing address A new address Then Either: Complete the TLC field, or Enter address details. Click Validate Address to automatically populate fields. You will not have a TLC and should complete as many fields as possible with the new address details. Note: Make sure you tick the Is New Address checkbox. The following fields must be completed for the Coordinated Product Order: Field Description Requirement Customer Reference Number Your reference for the product Required Note: Work scheduling is completed at the sales order level. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 39

41 Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for an Enhanced Provisioning Coordinated order. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by our ordering Static Product Order ID Number for the product order Static Status Current status of the order Dynamic Service ID (ASID) Identification number (162nnnnnn) for the MPF, generated by our ordering Static Confirmed RFS Date Date for service on the order Dynamic Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 40

42 Enhanced Provisioning Managed Product overview Enhanced Provisioning Managed allows complex work (involving a number of related orders) to be manually project managed as a single programme of work with national coordination rather than as separate service orders. Enhanced Provisioning Managed management orders can include: New Connection orders Move Address orders Transfer orders Field services orders, including NGHS and Premise Wiring. Note: If you are planning to submit 20 or more UCLL transfers, or 10 or more SLU transfers, refer to the MPF Bulk Transfer product outline in Section 3. When you place a management order request you propose a schedule for delivery of the order using a feature called Delivery Group Feature Instance. For each delivery group you identify the site address, date, preferred start and end time, number of orders to be placed and the type of order, e.g. New Connections. Our Provisioning Project Manager will discuss the schedules with the relevant service company. Our Provisioning Project Manager may contact you to discuss the dates and times, if required. Business rules The following business rules apply to Enhanced Provisioning Managed orders: Once the Enhanced Provisioning Managed quote has been accepted, all processes, systems and rules relating to standard UCLL provisioning and hand off procedures apply to the supplementary sales orders for the products being ordered, including rules for number porting. See the relevant product outlines for their business rules. Enhanced Provisioning Managed orders must be received a minimum of 1 month prior to the first requested RFS date. If there is no response to the quote provided within 20 working days of the quote being available, the order will be cancelled. The date you accept the quote via the SSP does not constitute the start of installation activities to meet the RFS date. After hours activities are available as exceptions and by agreement only. Supplementary sales orders should be equal to or less than the number of units set up in the management order for the corresponding date. Modifications, excluding cancellations, to an existing Enhanced Provisioning Managed order can only be made prior to the quote being accepted via the SSP. Contact our Provisioning Project Manager to discuss any changes required to the Enhanced Provisioning Managed order if the quote has been accepted. Chorus shall reserve the right to provide a new quote should the change impact the original quote. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 41

43 For rules regarding modifications to supplementary orders, see procedure: Modify order. Modifications are manually processed by our Provisioning Team. Note: An additional product cannot be added to a supplementary order if one or more products on the order have RFS Confirmed status, even if there are units available in the Delivery Group. To utilise those available units, create a new supplementary sales order for the same RFS date. Additional information Refer to Section 2 of this document for additional information on Potential Waiters. Before you order You will need to know: Number of products required The start and end dates required for the individual products being ordered. Details to set up Delivery Groups dates, timeslots and numbers of orders. To place an order See Section 5 of this guide for the relevant process: Fulfil Enhanced Provisioning Managed management order. Use information below to understand the specific information required to order Enhanced Provisioning Managed. This describes the fields within the Self Service Portal (SSP); however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: To order Enhanced Provisioning Managed Select Management Offering Category/Enhanced Provisioning Managed/New Enhanced Provisioning Managed To add Delivery Groups to your order, specify the number of groups by using the up and down arrows. The maximum number of Delivery Groups in one order is 100. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 42

44 Product Order Details screen The following fields must be completed for the Sales Order Section End User Contact Details: Service Provider Details Complete Fields Contact Full Name Contact Contact Phone Note: This is the single point of contact for managing the order. Either: Applicant Full Name Applicant Address, or Applicant Phone number Note: These fields will automatically populate with the signedin user s details. The following fields must be completed for the Product Order: Field Description Requirement Customer Reference Number Job Instructions Your reference number Any specific job instructions Note: Note here if there are any field services products you will be submitting as supplementary orders. Please advise which Delivery Group the field service products will apply to by referring to the Delivery Group Feature Instance number displayed on the Product Order Details screen in SSP. Mandatory If applicable Number of sites Number of site addresses Required ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 43

45 Notifications Required 30 minute start time for appointment Confirmation of arrival at exchange to commence work Ready to action Transfer(s) Testing complete & advise physical service given Service given confirmation Other Notification Other Notification Description New Connection site visit required Cancellation of Transfer (rollback) to be completed if service unable to be provided Select Yes or No to whether you want to be called 24 hours before to confirm +/- 30 minutes what time service company will actually start work. Service company representative calls our Provisioning Project Manager, who calls Customer Project Manager or contact person Select Yes or No Our Provisioning Project Manager calls contact person Select Yes or No For Transfers only. Pre-work jumpering complete, ready to complete transfer Select Yes or No Jumpering complete and everything is okay it should be working. Wait to see if Rollback is required. Select Yes or No Use if just want service given notification for number porting Select Yes or No Use if you want to receive an additional notification to those specified. If Yes, provide details in the Other Notification Description field. Provide details of other notification you want to receive. Select Yes or No Select Yes if you would like to request a site visit for the New Connection. Enter a reason why in the Job Instructions field. Select Yes or No For Transfers only. Rollback done and tested ok. Required Required If applicable If applicable Required If applicable If applicable Required If applicable ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 44

46 The following fields must be completed for any Delivery Group (managed) Features you have selected: Note: Either address details or a TLC is required to be entered. Field Description Requirement Planned Number of Orders Street Address The number of orders you want to be carried out on this date and time Street number, Street name and Street type, e.g. Street, Place, Drive, Road Mandatory Enter address details only if a new address, otherwise enter the TLC Suburb Suburb name Enter address details only if a new address, otherwise enter the TLC City City name Enter address details only if a new address, otherwise enter the TLC TLC The Location Code Required Preferred Date Preferred Start Time Preferred End Time Target Hours The date on which you require the work to be done Preferred start time. Format: hh:mm Note: Enter 08:00 for AM slot start or 13:00 for PM slot start. Entering 07:59 or earlier will flag this as being required out of business hours and must be by agreement and exception only. Preferred end time. Format: hh:mm Note: Enter 12:00 for AM slot finish or 17:00 for PM slot finish. Entering 17:01 or later will flag this as being required out of business hours and must be by agreement and exception only. Target number of hours to complete work Note: Create another Delivery Group(s) if the work may be more than one day. Required Required Required Required Transaction Type New Connections, Move Address or Transfer Mandatory ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 45

47 Field Description Requirement ASIDs to be Transferred Full Installation Required For Transfers only. List ASIDs to be transferred. Select Yes or No Note: If the order is for New Connections or Move Addresses Yes will default into this field, but you can change to No as required. If applicable Required for New Connections or Move Addresses Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for an Enhanced Provisioning Managed management order. Field Description Type of information Status Message Text Message about status of the order Dynamic Sales Order ID Number for the sales order Static Product Order ID Number for the product order Static Feature Instance ID Number for the feature instance order Static Status Current status of the order Dynamic Confirmed RFS Date Date for service on the order Dynamic Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic Every Enhanced Provisioning Management order requires a quote to be prepared by our Provisioning Project Manager. The quote will be sent to you for you to review and accept or reject. See procedure: Accept or reject quote. You can also modify your order and receive a revised quote. Once you have accepted the quote your management order, i.e. your original management sales order, is immediately ready for you to submit supplementary orders for the individual products required according to the delivery group schedules. See procedure: Order product. Note: Accepting the quote provides us with the deemed authority to provision the supplementary orders. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 46

48 MPF Bulk Transfer Product overview A Bulk Transfer is the coordinated transfer of: 20 or more MPFs or end users onto services based on the UCLL service supplied by us to a Service Provider, or 10 or more MPFs or end users onto services based on the SLU service supplied by us to a Service Provider. A bulk transfer (management order) can be for: MPF Transfer orders, and/or Other service to MPF Transfer orders, and/or POTS to SLU Transfer orders with SLES New Connection orders. A management order allows for synchronisation and coordination of resources, in order to meet specific customer requirements and may involve dedicated or additional resource at the exchange. Bulk transfers are carried out in accordance with an agreed plan and are not subject to service levels set out in the Service Level Terms (see Section 1 for Standard Terms Determination documents). When you place a management order request you propose a schedule for delivery of the order using a feature called Delivery Group Feature Instance. For each delivery group you identify the date, timeslot (AM or PM) and number of orders to be placed. Once delivery groups have been approved by us you receive a Schedule Available notification indicating that your management order is ready for supplementary orders. You then lodge supplementary orders for the individual Transfers required, according to the delivery group schedules. Business rules The following business rules apply to Bulk Transfers: A Bulk Transfer order may only include Transfers (and Enhanced Care or other features if required). It may not include orders for: o o New connection, move address, or relinquishment; or Additional services, e.g. house-wiring. A Bulk Transfer order must be entered in our ordering System at least 20 working days prior to the date on which the first individual transfer is requested to occur. The discounted Bulk Transfer rate applies as follows: o o For UCLL - a minimum of 20 individual transfers per day, per exchange. Bulk Transfer orders for fewer than 20 individual transfers per day will be accepted but the discounted rate does not apply. For SLU - a minimum of 10 individual transfers per day, per distribution cabinet, for the discounted bulk transfer rate to apply. Bulk Transfer orders for fewer than 10 individual transfers per day will be accepted but the discounted rate does not apply. If we cannot secure resource to complete 20 UCLL or 10 SLU, or more, transfers in one day, as requested, then the order will be scheduled over two or more days. However the discounted rate will still apply. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 47

49 If you do fewer transfers in a day than the number requested and approved, then billing will be based on the number approved. A Bulk Transfer management order may be cancelled until lockdown. If cancelled after lockdown, the cancellation request will be processed manually and additional cancellation charges will apply, depending on a variety of factors including the ability to reschedule resource. A request to cancel a management order will be rejected if a supplementary product order has Service Given status. A request to modify a Bulk Transfer management order will be sent for manual approval if received before Schedule Available notification, if received after Schedule Available notification, then it will be rejected. Modifications to supplementary orders are automatically accepted prior to lockdown; and after lockdown they will be processed manually. Note: An additional product cannot be added to a supplementary order if one or more products on the order have RFS Confirmed status, even if there are units available in the Delivery Group. To utilise those available units, create a new sales order for the same RFS date. Existing rules and requirements that apply to Bulk Transfers are: o o Rules for Local Number Porting All processes, systems and rules relating to Transfers - see product outline: Transfers. The following business rules also apply to Bulk Transfer management orders: All orders on a management order must be within the same Loop Wire Centre. The management order may cover sales orders for different service addresses. Supplementary sales orders can be submitted according to the number, date and timeslot indicated for each Delivery Group Feature Instance. If additional orders are submitted then they are forwarded for manual acceptance. Our Provisioning will lock down management orders ten working days before the first RFS Date, although this will also depend upon dates and discussions with you. We will apply costs on a POA (price on application) basis for all project management work involved in organising a management order (whether orders are completed or cancelled). This is assessed after the order is completed and billed separately. Additional information The rule of thumb is that 40 transfers is the maximum number which can be completed in any one exchange or cabinet, during business hours, on a single day. Bulk Transfers have differing service level terms, and forecasting obligations and requirements as outlined in the Standard Terms Determination documents (see Section 1 of this guide). Due to a current ICMS constraint, your ebill for an individual Transfer will show a discounted rate regardless of the number of orders. After transfers are complete, we will complete a separate transaction to charge the full rate per transfer where orders are for fewer than 20 transfers per day. The sales order number will be the reference number on your ebill. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 48

50 Before you order You will need to know: Number of products required The start and end dates required for the individual transfers The code for the exchange or cabinet Details to set up Delivery Groups dates, timeslots and numbers of orders. When you are considering placing a Bulk Transfer order you should contact your Service Delivery Manager to discuss your requirements and timeframes. To place an order See Section 5 of this guide for the relevant process: Fulfil Bulk Transfer management order. Use the tables below to understand the specific information required to order a Bulk Transfer. This describes the fields within the Self Service Portal (SSP); however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: To order Bulk transfers (UCLL, SLU or SLES) Select Management Offering Category/Bulk Transfer Management/New Bulk Transfer Management Product Order Details screen The following fields must be completed for the Sales Order: Section Service Provider Details Field Applicant Full Name Note: These fields will automatically populate with the signed-in user s details. The following fields must be completed for the Product Order: Field Description Requirement Preferred Start Date Preferred End Date Customer Reference Number The date by which you require the work to start The date by which you require all orders to be completed Your reference number Mandatory Mandatory Mandatory LWC Code for the relevant exchange Mandatory Total Number of Orders The total number of orders required under this management order Mandatory ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 49

51 The following fields must be completed for any Delivery Group Features you have selected: Field Description Requirement Planned Date Planned Time Planned Number of Orders The date on which you require the work to be done The time (am or pm) you require the work to be done The number of transfers you want to be carried out on this date and time. Mandatory Mandatory Mandatory Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. Some of these fields are dynamic and may change as your order progresses. The table below explains the system generated fields that display on the Summary screen for a Bulk Transfer management order. Field Description Type of information Status Message Text Message about status of the order Dynamic Sales Order ID Number for the sales order Static Product Order ID Number for the product order Static Feature Instance ID Number for the feature instance order Static Status Current status of the order Dynamic Confirmed RFS Date Date for service on the order Dynamic Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic Once your order has been accepted by our Provisioning Team and your planned schedule (delivery groups) confirmed with the service company, the status of your order will change to: Schedule Available. When you receive the Schedule Available notification, you may create supplementary orders for individual Transfers under the Bulk Transfer management order. See the SSP procedure: Order product in Section 6 of this guide. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 50

52 MPF Enhanced Care Product overview Enhanced Care is an additional service that can be purchased for a UCLL or SLU MPF, which provides for improved resolution time in case of a problem with the service. Enhanced Care provides for a restoration target of 6 hours, instead of the advised restoration time, which is generally within 24 hours. Once provisioned, the ASID for the MPF will be recorded on your Enhanced Care Account. Business rules The following business rules apply to Enhanced Care orders: Enhanced Care must be purchased and provisioned for a specific MPF. To utilise Enhanced Care for problem resolution, it must be provisioned prior to raising the problem report. Before you order If you are ordering a UCLL or SLU New Connection, Move Address or Transfer, refer to the relevant product outline for what you need to know before you order. If you are ordering an upgrade/downgrade of enhanced care, you will need to know: The ASID for the relevant MPF, or The Product Instance ID for the relevant MPF. To place an order See Section 5 of this guide for the relevant process: Fulfil order for Access Product. Use information below to understand the specific information required to order Enhanced Care. This describes the fields within the Self Service Portal (SSP), however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen You may order Enhanced Care at the same time as ordering a New Connection, Transfer or Move Address. In this case, select the product required in the relevant offering category in the SSP, either: UCLL Access New Connection UCLL Access Move Address UCLL Access Transfer SLU Access New Connection SLU Access Move Address, or SLU Access Transfer. Then you must select the checkbox to indicate if you wish to add or remove the service; and complete the order for that product as outlined in the relevant product outline. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 51

53 You may also order an upgrade/downgrade of Enhanced Care for an existing MPF service. Select the product required from the Product List in the SSP: If the MPF is a UCLL SLU Select Access Offering Category/ UCLL Access/UCLL Access Change Feature SLU Access/SLU Access Change Feature Note: You must also select the checkbox to indicate if you wish to add or remove the service. Select Instance screen One of the following fields must be completed to search for an existing Product Instance ID in the system: To search by Use field Description Known product instance Product Instance ID Relevant 10 digit Product Instance ID Date of product instance Note: Select a date by clicking on the calendar icon. Creation Date (From) Creation Date (To) Date to search from Date to search to Product Order Details screen The following fields must be completed for the Sales Order: Section End User Contact Details Service Provider Details Field Either: Contact Full Name Contact Contact Phone Applicant Full Name Applicant Address, or Applicant Phone number Note: These fields will automatically populate with the signed-in user s details. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 52

54 The following fields must be completed for the Product Order: Field Description Requirement Customer Reference Number Existing Product Instance ID Your reference number The existing Product Instance ID number. Note: This field will automatically populate if the Product Instance ID was located in the Select Instance screen. Or click Search to find. Mandatory Mandatory Job Instructions Any specific job instructions If applicable Work Scheduling Details screen The following fields must be completed for the Sales Order. Field RFS Date Requested Time Description Requested date for service. Requested timeslot (AM or PM) for service. Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for an Enhanced Care product order. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by our ordering Static Product Order ID Number for the product order Static Status Current status of the order Dynamic Service ID (ASID) Identification number (162nnnnnn) for the MPF, generated by our ordering Static Confirmed RFS Date Date for service on the order Dynamic Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 53

55 MPF Exception to BAU Product overview Exception to BAU management orders enable Service Providers to provision orders that arise from a specific event like a TV campaign, but are not geographically constrained like bulk transfer. Exception to BAU management orders can include: New connection orders Transfer orders Other Service to MPF Transfer orders. These orders may need to be synchronised and resources coordinated, in order to meet specific customer requirements and may involved dedicated or additional resource at the exchange. When you place a management order request you propose a schedule for delivery of the order using a feature called Delivery Group Feature Instance. For each delivery group you identify the date, timeslot (AM or PM) and number of orders to be placed. Once delivery groups have been approved by us you receive a Schedule Available notification indicating that your management order is ready for supplementary orders. You then lodge supplementary orders for the individual Transfers or New Connections required, according to the delivery group schedules. Business rules The following business rules apply to Exception to BAU management orders: Orders for Exception to BAU are separate from, and in excess of, BAU forecasts and therefore the service levels in the Service Level Terms document (see Section 1) do not apply. A Bulk Transfer order must be entered in our ordering System at least 10 working days prior to the date on which the first individual transfer is requested to occur. All orders on a management order must be within the same Loop Wire Centre. The management order may cover sales orders for different service addresses. The total number of units ordered on supplementary sales orders for an RFS Date should be equal to or less than the number of units set up in the management order for the corresponding RFS date. Once a sales order is released and individual product orders are sent to ICMS, additional orders cannot be added, even if work units remain. If you wish to cancel or modify a management order within the ten days prior to service, contact our Provisioning. We will apply costs on a POA (price on application) basis for all project management work involved in organising a management order (whether orders are completed or cancelled). This is assessed after the order is completed and billed separately. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 54

56 Before you order You will need to know: Number of products required The start and end dates required for the individual Transfers or New Connections The exchange or LWC Details to set up Delivery Groups dates, timeslots and numbers of orders. To place an order See Section 5 of this guide for the relevant process: Fulfil Exception to BAU management order. Use information below to understand the specific information required to order Exception to BAU. This describes the fields within the Self Service Portal (SSP); however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: To order Exception to BAU Select Management Offering Category/Exception to BAU Management/New Exception to BAU Management Note: If you wish to add Delivery Groups to your order, specify the number of groups by using the up and down arrows. Product Order Details screen The following fields must be completed for the Sales Order: Section Service Provider Details Field Applicant Full Name Note: This field will automatically populate with the signed-in user s details. The following fields must be completed for the Product Order: Field Description Requirement Preferred Start Date The date by which you require work to start Mandatory Preferred End Date Customer Reference Number The date by which you require all orders to be completed Your reference number Mandatory Mandatory LWC Code for the relevant exchange Mandatory Total Number of Orders The total number of orders required under this management order Mandatory ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 55

57 The following fields must be completed for any Delivery Group Features you have selected: Field Description Requirement Planned Date Planned Time Planned Number of Orders The date on which you require the work to be done The time (am or pm) you require the work to be done The number of orders you want to be carried out on this date and time Mandatory Mandatory Mandatory Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for an Exception to BAU management order. Field Description Type of information Status Message Text Message about status of the order Dynamic Sales Order ID Number for the sales order Static Product Order ID Number for the product order Static Feature Instance ID Number for the feature instance order Static Status Current status of the order Dynamic Confirmed RFS Date Date for service on the order Dynamic Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic Once your order has been accepted by our Provisioning Team and your planned schedule (delivery groups) confirmed with the service company, the status of your order will change to: Schedule Available. When you receive the Schedule Available notification, you may create supplementary orders for individual Transfers and/or New Connections under the Exception to BAU management order. See procedure: Order product. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 56

58 MPF Move Address Product overview Service Providers can request a Move Address when an end customer requests that their existing service be relocated to a new address. A Move Address can be for: UCLL to UCLL SLU to UCLL SLU to SLU SLES + SLU to SLES + SLU SLES + SLU to UCLL SLES + SLU to SLU SLU to SLES +SLU A Move Address order is provisioned by us in two parts. The: New connection is created, and Old connection is relinquished. Note: If there is an existing service on the proposed new connection then there may be delays in completing the Move Address order or we may contact you to reschedule the work or install a second line as a new connection. Business rules The following business rules apply to Move Address orders: The existing HDP cannot be reused (due to current system constraints) and therefore a new HDP must be provided for the new address, even if within the same exchange. SLES Move Address can only be ordered in conjunction with a SLU Move Address. If SLU Move Address is being ordered together with a SLES Move Address then the HDP parameter for SLU is not required. If ordering a SLU Move Address and it has an associated SLES, the related SLES product instance will be relinquished as part of SLU Move Address product order provisioning. Additional information Refer to Section 2 of this document for additional information on Potential Waiters. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 57

59 Before you order You will need to know: The existing Product Instance ID The new HDP number Customer name and contact details Your reference for the job Either The Location Code (TLC) or the move to address details. To place an order See Section 5 of this guide for the relevant process: Fulfil order for Access Product. Use information below to understand the specific information required to order a move address. This describes the fields within the Self Service Portal; however information requirements are the same for B2B transactions. If you are a Self Service Portal (SSP) user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: If moving to a UCLL MPF SLU MPF SLU MPF + SLES MPF Select Access Offering Category/ UCLL Access/UCLL Access Move Address SLU Access/SLU Access Move Address SLU Access/SLU Access Move Address and SLES Access/SLES Access Move Address Note: If you wish to add Enhanced Care or Performance Enhanced MPF, then select the checkbox that displays. See the product outline on Enhanced Care or Performance Enhanced MPF in Section 3 for more information. Select Instance screen One of the following fields must be completed to search for an existing Product Instance ID in the system: To search by Use field Description Known product instance Product Instance ID Relevant 10 digit Product Instance ID Date of product instance Note: Select a date by clicking on the calendar icon. Creation Date (From) Creation Date (To) Date to search from Date to search to ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 58

60 Product Order Details screen The following fields must be completed for the Sales Order: Section End User Contact Details Service Provider Details General Details Field Either: Contact Full Name Contact Contact Phone Applicant Full Name Applicant Address, or Applicant Phone number Note: These fields will automatically populate with the signed-in user s details. The Service Address fields as follows: If An existing address Then Either: Complete the TLC field, or Enter address details. Click Validate Address to automatically populate fields. A new address You will not have a TLC and should complete as many fields as possible with the new address details. Note: Make sure you select the Is New Address checkbox. The following fields must be completed for the Product Order: Field Description Requirement Access Seeker Service Name Access Seeker Service ID Name of the service to be provided by the Access Seeker or Service Provider ID number used by the Access Seeker or Service Provider for the service If applicable If applicable Service Provider Name of the end user service provider If applicable Customer Reference Number Existing Product Instance ID Your reference number The existing Product Instance ID number Note: This field will automatically populate if the Product Instance ID was located in the Select Instance screen. Or click Search to find. Mandatory Mandatory ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 59

61 Field Description Requirement HDP Number of the new HDP on the MDF of the exchange or cabinet Note: To order a SLU and SLES Move Address together, enter: o o No HDP against the SLU Actual HDP against the SLES. Mandatory, unless ordering a SLU and SLES Move Address together, then leave blank for the SLU product order only. Job Instructions Any specific job instructions If applicable Additional Line Note: Yes, if you want connection on new line, i.e. a second line at the same premises, or No, if you want connection on existing line. Required No indicates this is the first time your customer is requesting a line at this address. If ordering a SLU Move Address with a SLES Move Address ensure the Additional Line flags are the same on both the orders, e.g. enter both as Yes or both as No. Note: Available features can also be selected on this screen. Work Scheduling Details screen The following fields must be completed for the Sales Order, (or Complete ASAP must be clicked to have the system fill in the time for you). Field RFS Date Description Requested date for service. Note: If you require an appointment, you must select the Appointment Requested? checkbox before selecting the RFS date calendar to ensure the schedule reservation calendar displays. Requested Time Appointment Requested? Requested timeslot (AM or PM) for service. Select checkbox if appointment is required. Note: Mandatory only if the product does not usually require an appointment, but you would like to request one. You must specify the reason why an appointment is required in the Job Instructions field. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 60

62 Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows the information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for a Move Address product order. Field Description Type of information Confirmed RFS Date Date for service on the order Dynamic Service Given Date Date when service is given Dynamic Billing Notification Applied billing charges The first value is for recurring charges and the second value is for non-recurring charges. Dynamic Status Message Text Message about status of the order Dynamic Product Order ID Number for the product order Static Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by our ordering Static Status Current status of the order Dynamic Service ID (ASID) Intact Status Status Message Code Identification number (162nnnnnn) for the MPF, generated by our ordering MPF intactness: Intact, Semi-Intact or Non-Intact Note: See Intact Definitions in Section 3 of this guide for descriptions of these statuses. Additional information about status of the order Static Static Dynamic Status Change Date Date of the last status change Dynamic ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 61

63 Field Description Type of information Termination Details The end point of the UCLL or SLU where you can connect your droplead or equipment to. For example, Termination Details: PGA AH83/ DP. PGA is the Pakuranga Exchange, AH83/1 is the terminal, is the pair and DP is the Terminal Type, e.g. Distribution Pillar. Proposed Termination Details are advised in the RFS (Service Date) Confirmed and Termination Details Updated notifications. Actual Termination Details are advised in the Service Given notification. Dynamic Prequalification results also display. See product outline: Prequalification, for an explanation of the results. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 62

64 MPF New Connection Product overview A new connection is the provision for a Service Provider of a new metallic path facility (MPF), as described in the UCLL Standard Terms Determination. These can be either: An Unbundled Copper Local Loop (UCLL), which provides access and interconnection to the unbundled copper local loop network that terminates at ourlocal exchange, or A Sub-Loop UCLL (SLU) which provides interconnection to the local sub-loop network that terminates at our distribution cabinet. In addition the following commercial (rather than regulated) service is available in conjunction with a SLU: Sub-Loop Extension Service (SLES) which provides copper transmission capacity between the handover point in the telephone exchange and the handover point in our distribution cabinet, to enable access to and interconnection with the SLU. Business rules The following business rules apply to New Connection orders: You must have your equipment in the exchange or cabinet, or have it remotely connected to the exchange or cabinet. SLES service is only available if purchased in conjunction with a SLU; or to connect to an existing SLU. Do not enter more than one SLU and SLES New Connection on the same sales order. Entering more than one will result in the order being rejected. If SLU is being ordered together with a SLES then the HDP parameter for SLU is not required. If connecting a new SLES to an existing SLU, enter either the POTS Phone Number or the Associated SLU Access Product Instance ID. Entering both will result in the order being rejected. Additional information Refer to Section 2 of this document for additional information on Potential Waiters. If ordering a SLU New Connection with a SLES New Connection you must not do the following once you have reached the Work Scheduling Details screen or it will impact the information sent to the service companies and may impact establishing this connection: o o o Navigate back and add/remove Performance Enhanced MPF Navigate back and change the HDPs Select and then deselect the Appointment Requested? checkbox in the Work Scheduling Details screen ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 63

65 Note: o o You must cancel the order and submit a new order if you perform the actions above after you have reached the Work Scheduling Details screen. This only applies to SLU New Connections ordered with SLES New Connections on the same sales order. This will be resolved in a future release. If ordering an associated SLES New Connection with a SLU Tie Pair Change you must enter them on separate sales orders. Enter the same explicit Correlation ID on the two sales orders. If a SLES New Connection is required with a SLU Transfer, you must order a SLES Transfer with the SLU Transfer instead of a SLES New Connection. You do not need to provide a Product Instance ID for the SLES Transfer order. The SLES Product Instance ID is only required if a genuine SLES Transfer is required. Before you order You will need to know: The exchange or LWC Name and phone number of the end customer Your reference number for the end customer Either The Location Code (TLC), or address details for the site. To place an order See Section 5 of this guide for the relevant process: Fulfil order for Access Product. Use information below to understand the specific information required to order a new connection. This describes the fields within the Self Service Portal (SSP); however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: If the new connection is for UCLL SLU SLES Select Access Offering Category/ UCLL Access/UCLL Access New Connection SLU Access/SLU Access New Connection SLES Access/New Connection Note: If you wish to add Enhanced Care or Performance Enhanced MPF, then select the checkbox that displays. See the product outlines on Enhanced Care or Performance Enhanced MPF in Section 3 for more information. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 64

66 Sales Order Details screen The following fields must be completed for the Sales Order: Section End User Contact Details Service Provider Details General Details Field Either: Contact Full Name Contact Contact Phone Applicant Full Name Applicant Address, or Applicant Phone number Note: These fields will automatically populate with the signed-in user s details. The Service Address fields as follows: If An existing address Then Either: Complete the TLC field, or Enter address details. Click Validate Address to automatically populate fields. A new address You will not have a TLC and should complete as many fields as possible with the new address details. Note: Make sure you select the Is New Address checkbox. The following fields must be completed for the Product Order: Field Description Requirement Access Seeker Service Name Description of your service If applicable Access Seeker Service ID ID number for your service If applicable Service Provider Name of the end user service provider If applicable Customer Reference Number HDP Your reference number Number of the new HDP on the MDF of the exchange or cabinet Note: To order a SLU and SLES together, enter: o o No HDP against the SLU Actual HDP against the SLES. Mandatory Mandatory, unless ordering a SLU and SLES together then leave blank for the SLU product order only. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 65

67 Field Description Requirement Job Instructions Any specific job instructions If applicable POTS Phone Number Associated SLU Access Product Instance ID Additional Line Phone number Note: This field will display only when ordering a SLES. If ordering a SLU and SLES together leave blank. If connecting to an existing SLU, enter either the POTS Phone Number or the Associated SLU Access Product Instance ID. Entering both will result in the order being rejected. Existing Product Instance ID number Note: Note: This field will display only when ordering a SLES. If ordering a SLU and SLES together leave blank. If connecting to an existing SLU, enter either the POTS Phone Number or the Associated SLU Access Product Instance ID. Entering both will result in the order being rejected. Yes, if you want connection on new line, i.e. a second line at the same premises, or No, if you want connection on existing line. If applicable If applicable Required No indicates this is the first time your customer is requesting a line at this address. If ordering a SLU New Connection with a SLES New Connection ensure the Additional Line flags are the same on both the orders, e.g. enter both as Yes or both as No. Note: Available features can also be selected on this screen. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 66

68 Work Scheduling Details screen The following fields must be completed for the Sales Order, (or Complete ASAP must be clicked to have the system fill in the time for you). Field RFS Date Requested Time Appointment Requested? Description Requested date for service. Note: If you require an appointment, you must select the Appointment Requested? checkbox before selecting the RFS date calendar to ensure the schedule reservation calendar displays. Requested timeslot (AM or PM) for service. Select checkbox if appointment is required. Note: Mandatory only if the product does not usually require an appointment, but you would like to request one. You must specify the reason why an appointment is required in the Job Instructions field. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 67

69 Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows the information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for a New Connection product order. Field Description Type of information Confirmed RFS Date Date for service on the order Dynamic Service Given Date Date when service is given Dynamic Billing Notification Applied billing charges The first value is for recurring charges and the second value is for non-recurring charges. Dynamic Status Message Text Message about status of the order Dynamic Product Order ID Number for the product order Static Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by our ordering Static Status Current status of the order Dynamic Service ID (ASID) Intact Status Identification number (162nnnnnn) for the MPF, generated by our ordering MPF intactness: Intact, Semi-Intact or Non-Intact Note: See Intact Definitions in Section 3 of this guide for descriptions of these statuses. Static Static Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic Termination Details The end point of the UCLL or SLU where you can connect your droplead or equipment to. For example, Termination Details: PGA AH83/ DP. PGA is the Pakuranga Exchange, AH83/1 is the terminal, is the pair and DP is the Terminal Type, e.g. Distribution Pillar. Proposed Termination Details are advised in the RFS (Service Date) Confirmed and Termination Details Updated notifications. Actual Termination Details are advised in the Service Given notification. Dynamic Prequalification results also display. See product outline: Prequalification, for an explanation of the results. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 68

70 MPF Prequalification Product overview An Automatic or Manual Prequalification is a service that enables you to: Confirm the Loop Wire Centre (LWC) that serves a given address or existing MPF to ensure that you are able to provide service from that LWC Receive information on line attenuation ranges for an address or existing MPF; and Receive information on number of MPFs potentially available at the end customer s site. See also product outlines for: Manual Line Test, SLES Cabinet Prequalification. Automatic and Manual Prequalification return calculated results, as follows: Product Automatic Prequalification Manual Prequalification Description Prequalification results generated automatically from data held in the Prequalification Database (uses theoretical electrical cable data calculated from our systems). Note: If the database fails to return results, our Provisioning Team investigates and completes the automatic prequalification manually. Our Provisioning Team investigates and enters the results manually. Used when an Automatic Prequalification cannot be completed because for example: The address is new You wish to query data returned in an automatic prequalification. You can order a Manual or Automatic Prequalification, either: Authorised, if you have obtained end user authorisation to investigate supply of services to their address, or Unauthorised, if you do not have end user authorisation. Business rules The following business rules apply to Prequalification orders: All prequalification checks are bound by the STD Service Level Terms. Prequalification product may not be ordered on the same sales order with any other product type. Multiple prequalification products may be ordered on the same sales order and for the same service address as follows: o o Automatic prequalification may be ordered with SLES Cabinet Prequalification Manual prequalification may be ordered with Manual Line Test. An automatic prequalification cannot be cancelled once the order has been submitted. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 69

71 Additional information Data Accuracy: The Prequalification Database is updated from various systems on Thursday and Friday nights each week, therefore Monday is the best day for data accuracy for an Automatic Prequalification. Due to the weekly update process, you may find that Automatic Prequalification results do not reflect work done in the current week (however this would be corrected by the following week). These discrepancies include: New connections may not display Disconnections may still show as working circuits After a Move Address the ASID may still show as working at the old address. If prequalification data seems incorrect, you should have a conversation with your customer to find out what recent activity may have taken place. Before you order You will need to know the prequalification type and information as follows: If the prequalification type is Address Phone number Product Instance ID Then you will need The Location Code (TLC) for the service address Phone number for the address The relevant product instance ID In addition, to order a manual prequalification, you must have a reason to specify: Incomplete Auto Prequalification Results Quote loading coils removal from copper New address Reasons for any limitations Cost for further network build Loop trans. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 70

72 To place an order See Section 5 of this guide for the relevant process: Fulfil order for Prequalification. Use information below to understand the specific information required to order a Prequalification. This describes the fields within the Self Service Portal (SSP); however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: If you require Automatic Prequalification Manual Prequalification Select the authorised or unauthorised option in Prequalification Offering Category/Automatic Prequalification Prequalification Offering Category/Manual Prequalification ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 71

73 Product Order Details screen The following fields must be completed for the Sales Order: Section Service Provider Details General Details Field Applicant Full Name Note: This field will automatically populate with the signed-in user s details. Customer Reference Number Service Address fields must be completed as follows: If the prequalification type is Address Then Complete the service address fields: If an Existing address New address Then Either: Complete the TLC field, or Enter address details. Click Validate Address to automatically populate fields. Complete as many fields as possible with the address details and select the Is New Address checkbox. Not Address Do not complete the service address fields ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 72

74 The following fields must be completed for the Product Order: Field Description Requirement Customer Reference Number Phone number Prequalification type Existing Product Instance ID Your reference number Relevant phone number if prequalification type is Phone Number, or leave blank Select the prequalification type from the drop down list: Address Product Instance ID Phone Number Relevant Product Instance ID if the prequalification type is Product Instance ID, otherwise leave blank Mandatory If applicable Mandatory If applicable Additional Information to enter, for Manual Prequalification only. Field Description Requirement Reason Comment (Manual prequalification only) Reasons for requesting a manual prequalification (free text) Mandatory ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 73

75 Field Description Requirement Reason for Request (Manual prequalification only) Select the reason for the request from the dropdown list: If you select Then you must enter or have entered Mandatory Incomplete Auto Prequalification results Quote loading coils removal from copper New Address Reasons for any limitations Cost for further network build Loop Trans Full details for this order (a relevant fields) The address you are requesting loading coils be removed from (in Service Address field) Details in the Service Address fields More detail, e.g. you think something is wrong with th network (in Reason Comment field). If we directs you to use this reason then we will provide the text. Reasons why you need extr network build, e.g. network extension or extra service leads (in Reason Comment field) and existing address details (in Service Address field). No other details required. If you select this reason, yo will receive the following: Line attenuation range (from/to) for: 40kHz, 160kHz, 1024kHz Distance: The total length of the cable to th customer s premises. Multiples: The number cable tails across the cable on its way to the customer s address. o ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 74

76 Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following tables explain the system generated fields that display on the Summary screen for an Automatic or Manual Prequalification product order, including prequalification results. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Order ID Number for the product order Static Status Current status of the order Dynamic Notification Required Status Message Code Not required Additional information about status of the order Dynamic Comments Comments from the technician Static Status Change Date Date of the last status change Dynamic The following information is displayed on the Summary screen for Automatic and Manual Prequalification results note the differences between authorised and unauthorised. Prequalification Details (results) Field Description Authorised Un-authorised Associated Product Instance IDs Product Instance IDs for each working MPF at the address. These could be a Product Instance ID, MPF ASIDs, PSTN phone numbers or data circuit identifiers Y N A count of working MPFs Count of working MPFs at the address. Y N List of MPF Product Instance IDs at the address The list of Service IDs associated with the address. Y N Service LWC Name The Chorus site where copper line from the customer premises terminates, or will terminate. Y Y ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 75

77 Field Description Authorised Un-authorised Line Attenuation at 160 khz The theoretical reduction in power of a 160kHz telecommunications signal, transmitted from one end of the MPF and received at the other. Expressed in db (decibels). Where a range is specified this denotes the range of attenuations possible owing to the cable termination having multiple access points. Y Y If you requested the loop trans option, this field will include the following results: Line attenuation results for 40kHz, 160kHz and 1024 khz. Distance: The total length of the cable to the customer s premises. Multiples: The number of cable tails across the cable on its way to the customer s address. HDB3 Flag Either Yes or No. Y Y If Yes, then: For New Connection and Move Address orders, we will need to move the HDB3 system or the relevant MPF to an alternative binder; or to find an alternative pair. This will mean the prequalification could be delayed. For Transfers, the Access Seeker or Service Provider is obliged to comply with the Interference Management Plan which will require power levels to be reduced. Cabinetisation Name Cabinetisation name and date will be returned if the exchange terminated MPF is scheduled to be re-terminated on a cabinet within 24 months. Y Y Cabinetisation Date The target date when the exchange will be re-terminated onto a cabinet. Y Y ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 76

78 Field Description Authorised Un-authorised MDF Zone Code Either: Y Y Unzoned - indicating the MPF is not in a Multiple MDF Exchange Zone 10, Zone 20 or Zone 30 indicating the MPF is fed by a Zone. Note: For multiple MDF exchanges you will need to allocate a tie pair from the correct zone. Exchange Urbanisation Level Either Urban or Non-urban and relates to the monthly MPF rental that will be charged for this MPF. Y Y Completeness Complete or incomplete prequalification results. Y Y Loading Coils Yes or No Y Y Note: Loading coils are placed on a bearer to boost legacy voice services. Count (total) of MPFs Count of working MPFs at the address plus the count of potential MPFs that could be made to work to the cable terminal associated with the address. Y N A count of potential MPFs Count of MPFs that could be built between the LWC and the cable terminal associated with the address using spare and intact cable pairs. Y N Note: The service lead from the cable terminal to the customer premises does not necessarily have the capacity to support these. Interim vs Final Results You may receive interim results, however if so, be aware that results are subject to change until the Product Order has Completed status. This may occur when an Automatic Prequalification has dropped out to a manual support queue for our Provisioning to update fields to complete the prequalification results (note that although this is completed manually it is not the same as a Manual Prequalification). See also comments about data accuracy under Additional Information, above. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 77

79 Further Information Needed COMMERCIAL / COPYRIGHT CHORUS Prequalification results may indicate that you need further information, which could be addressed as follows: If results From an automatic prequalification are inconclusive Indicate that the LWC is a cabinet where you do not have capability, then you can potentially deliver service via a SLES and SLU Indicate that you need actual rather than theoretical data Then you can order a Manual Prequalification. SLES Cabinet Prequalification to determine if SLES service is available from that cabinet. See product outline: SLES Cabinet Prequalification. Manual line test. See product outline: Manual Line Test. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 78

80 MPF Prequalification - Manual Line Test Product overview A Manual Line Test is a prequalification service that enables you to ascertain actual, rather than theoretical estimated MPF electrical characteristics. This may be used in cases where an estimated result has returned a value that is marginal for an intended service. Measurements are performed by a specialist group of service company staff and are subject to scheduling according to their availability. The line test involves an outage for the end customer. Business rules The following business rules apply to Manual Line Test orders: All prequalification checks are bound by the STD Service Level Terms. A Manual Line Test must have the authorisation of the end customer. Prequalification product (including Manual Line Test) may not be ordered on the same sales order with any other product type. A Manual Line Test may be ordered on the same sales order with a Manual Prequalification. Before you order You will need to know the prequalification type and information as follows: If prequalification type is Address Phone number Product Instance ID Then you will need The Location Code (TLC) for the service address Phone number for the address The relevant product instance ID To place an order See Section 5 of this guide for the relevant process: Fulfil order for Prequalification. Use information below to understand the specific information required to order a prequalification. This describes the fields within the Self Service Portal (SSP); however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: To order Manual line test Select Prequalification Offering Category/Manual Line Test/New Manual Line Test ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 79

81 Product Order Details screen The following fields must be completed for the Sales Order: Section End User Contact Details Service Provider Details General Details Field Contact Full Name Contact Contact Phone Applicant Full Name Note: This field will automatically populate with the signed-in user s details. Customer Reference Number Service Address fields must be completed as follows: If the prequalification type is Address Then Complete the service address fields: If an Existing address New address Then Either: Complete the TLC field, or Enter address details. Click Validate Address to automatically populate fields. Complete as many fields as possible with the address details and select the Is New Address checkbox. Not Address Do not complete the service address fields. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 80

82 The following fields must be completed for the Product Order: Field Description Requirement Customer Reference Number Phone Number Prequalification type Existing Product Instance ID Request Details Your reference number Relevant phone number if prequalification type is Phone Number, or leave blank Note: You can also enter a phone number for an address prequalification, if required. Select the prequalification type from the dropdown list, either: Address Product Instance ID Phone Number Relevant Product Instance ID if the prequalification type is Product Instance ID, or leave blank Select Yes or No from the dropdown lists for: Detailed MPF makeup report? Service disruption during the measure authorised by end customer? Measure Insertion Loss? A& B Resistance to Earth A to B Resistance A&B Battery A&B Capacitance to Earth Loop Capacitance Loop Resistance (to NTE termination). Enter any relevant information in the Additional Requirement field, if required. Select from the dropdown list for Measurement Type. Mandatory If applicable Mandatory If applicable Mandatory Work Scheduling Details screen The following fields must be completed for the Sales Order, (or Complete ASAP must be clicked to have the system fill in the time for you). Field RFS Date Requested Time Description Requested date for service. Requested timeslot (AM or PM) for service. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 81

83 Summary screen COMMERCIAL / COPYRIGHT CHORUS The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following tables explain the system generated fields that display on the Summary screen for a Manual Line Test product order, including results. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Order ID Number for the Product Order Static Status Current status of the order Dynamic Confirmed RFS Date Ready for service date on the order Dynamic Status Message Code Additional information about status of the order Dynamic Comments Comments from the technician Static Status Change Date Date of the last status change Dynamic The following values will be displayed in the Manual Line Test results, if they have been requested: Heading Line Characteristics from End User to LWC Line Characteristics from Cabinet to Exchange Field Insertion Loss Insertion loss at 160 khz A Leakage to Earth B Leakage to Earth A Battery B Battery A&B Capacitance to Earth Result Loop Capacitance Result Loop Loss Loop Resistance (to NTE termination) Result Insertion Loss Insertion Loss at 160 khz A Leakage to Earth After you have ordered A site visit will be completed, the measurements taken and the requested data recorded in the system. You will receive a notification advising you that the data is available. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 82

84 MPF SLES Cabinet Prequalification Product overview A SLES Cabinet prequalification will enable you to determine the potential and capability of SLES service for a given cabinet. A SLES MPF is the copper feeder cable between a distribution cabinet and the local exchange. Business rules The following business rules apply to SLES Cabinet Prequalification orders: Prequalification product may not be ordered on the same sales order with any other product type. The following apply: o o HDB3 conditions. Interference Management Plan. Before you order You will need to know the Cabinet ID code. To place an order See Section 5 of this guide for the relevant process: Fulfil Order for Prequalification. Use information below to understand the specific information required to order a SLES Cabinet Prequalification. This describes the fields within the Self Service Portal (SSP); however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: To order SLES Cabinet Prequalification Select Prequalification Offering Category/SLES Cabinet Prequalification/New SLES Cabinet Prequalification Product Order Details screen The following fields must be completed for the Sales Order: Section Service Provider Details General Details Field Applicant Full Name Note: This field will automatically populate with the signed-in user s details. Customer Reference Number ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 83

85 The following fields must be completed for the Product Order: Field Description Requirement Customer Reference Number Your reference number Mandatory Cabinet Cabinet ID code Mandatory Prequalification type Select Cabinet ID Mandatory Existing Product Instance ID Product Instance ID already serviced via this cabinet Optional, if more detailed information is required Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following tables explain the system generated fields that display on the Summary screen for a SLES Cabinet Prequalification product order, including the results. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Order ID Number for the Product Order Static Status Current status of the order Dynamic Status Message Code Additional information about status of the order Dynamic Comments Comments from the technician Static Status Change Date Date of the last status change Dynamic ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 84

86 SLES Cabinet Prequalification Results Field Line Attenuation at 160 khz HDB3 Flag Cabinetisation Date MDF Zone Code Description The theoretical reduction in power of a 160kHz telecommunications signal, transmitted from one end of the MPF and received at the other. Expressed in db (decibels). Where a range is specified this denotes the range of attenuations possible owing to the cable termination having multiple access points. Either Yes or No. If Yes, then: For New Connection and Move Address orders, we will need to move the HDB3 system or the relevant MPF to an alternative binder; or to find an alternative pair. This will mean the prequalification could be delayed. For Transfers, the Access Seeker or Service Provider is obliged to comply with the Interference Management Plan which will require power levels to be reduced. The target date when the exchange will be re-terminated onto a cabinet. Either: Unzoned - indicating the MPF is not in a Multiple MDF Exchange Zone 10, Zone 20 or Zone 30 indicating the MPF is fed by a zone. For multiple MDF exchanges you will need to allocate a tie pair from the correct zone. Exchange Urbanisation Level Completeness Cabinet Feed Point SLES Withdrawal Date SLES Availability Count Exchange Either Urban or Non-urban. Relates to the monthly MPF rental that will be charged for this MPF. Either Complete or Incomplete. Indicates whether we have completed your prequalification request. The cabinet feeding the SLES. The exchange that the fibre is connected to. Date planned for the SLES to be withdrawn from this cabinet. Number of SLES connections available. The exchange the SLES connection terminates at. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 85

87 MPF Relinquishment Product overview A Relinquishment is termination of UCLL, SLU or SLES MPF service in respect of a particular end customer. This entails our updating records and billing. Generally we do not physically disconnect the service as we operate an intact policy. However, once relinquished you should treat the MPF as spare because we may disconnect it at any time. A Relinquishment order does not usually require a service company representative to be dispatched, unless you: Request a SLU Relinquishment and require the SLU MPF disconnected from the port Require a site visit to customer premises to retrieve equipment. Business rules The following business rules apply to MPF Relinquishment orders: If ordering a SLU Relinquishment and it has an associated SLES, the related SLES product instance will be relinquished as part of SLU Relinquishment product order provisioning. A notification will be sent if you request to relinquish SLU product instance, advising that the relevant SLES product instance will be also relinquished. Notification will be sent after SLU product order is accepted. A SLES Relinquish product order will be visible for you on the Summary page of the sales order when the sales order completed notification is received. Before you order You will need to know: The product instance ID for the MPF to be relinquished Your reference number. To place an order See Section 5 of this guide for the relevant process: Fulfil order for Access Product. Use information below to understand the specific information required to order a Relinquishment. This describes the fields within the SSP; however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 86

88 Choose Products screen Select the product required from the Product List in the SSP: To relinquish a UCLL MPF SLU MPF SLES MPF Select Access Offering Category/ UCLL Access/UCLL Access Relinquishment SLU Access/SLU Access Relinquishment SLES Access/SLES Access Relinquishment Select Instance screen One of the following fields must be completed to search for an existing Product Instance ID in the system: To search by Use field Description Known product instance Product Instance ID Relevant 10 digit Product Instance ID Date of product instance Note: Select a date by clicking on the calendar icon. Creation Date (From) Creation Date (To) Date to search from Date to search to Product Order Details screen The following fields must be completed for the Sales Order: Section Service Provider Details General Details Field Applicant Full Name Note: This field will automatically populate with the signed-in user s details. Customer Reference Note: Service Address details are not required as this information is referenced from the existing Product ID. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 87

89 The following fields must be completed for the Product Order: Field Description Requirement Service Provider Name of the end user service provider If applicable Customer Reference Number Existing Product Instance ID Job Instructions Your reference number The existing Product Instance ID number for the MPF to be relinquished. Note: This field will automatically populate if the Product Instance ID was located in the Select Instance screen. Or click Search to find. Enter specific job instructions. Note: Specify here if you require the SLU MPF disconnected from the port and select the Appointment Requested checkbox on the Work Scheduling Details screen. Specify here if you require equipment to be retrieved from the customer premises and note the type of equipment, then select the Appointment Requested checkbox on the Work Scheduling Details screen. Mandatory Mandatory If applicable Work Scheduling Details screen The following fields must be completed for the Sales Order. Field RFS Date Description Requested date for service. Note: If you require an appointment you must select the Appointment Requested? checkbox before selecting the RFS date calendar to ensure the schedule reservation calendar displays. Requested Time Requested timeslot (AM or PM) for service. Appointment Requested? Select checkbox if appointment is required. Note: If you require an appointment to have the SLU MPF disconnected from the port, or you need to give equipment back, you must specify this in the Job Instructions field. Ensure you specify the type of equipment to be retrieved. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 88

90 Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for a Relinquishment product order. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by Our ordering Static Product Order ID Number for the product order Static Status Current status of the order Dynamic Service ID (ASID) Identification number (162nnnnnn) for the MPF, generated by our ordering Static Confirmed RFS Date Date for service on the order Dynamic Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 89

91 MPF Tie Pair Change Product overview An MPF Tie Pair Change or re-termination requires the changing of jumpers/pair change at the Handoff Distribution Point (HDP) to effect a port change. A Tie Pair Change can be requested when a Service Provider has a faulty tie pair or port and requires the MPF to be connected to a new tie pair or port. Tie pair changes can be requested for UCLL, SLU or SLES; and can be ordered either: In advance, or Retrospectively (records only change) when a tie pair change has been completed as a result of resolving a fault or you realise the HDP assigned is incorrect. In this instance you must select Yes for the Records Only flag. This order initiates update of inventory and billing but does not dispatch a serviceman to the site. Tie Pair Change (records only) enables inventory records to be kept up to date. Business rules None identified. Additional information If ordering an associated SLU and SLES Tie Pair Change you must enter each Tie Pair Change on a separate sales order. Enter the same explicit Correlation ID on the two sales orders. If ordering an associated SLES New Connection with a SLU Tie Pair Change you must enter them on separate sales orders. Enter the same explicit Correlation ID on the two sales orders. Before you order You will need to know: The existing product instance ID (or ASID number) The new HDP Your reference number The fault ticket number or a product order ID, if a serviceman has already done the work. To place an order See Section 5 of this guide for the relevant process: Fulfil order for Access Product. Use information below to understand the specific information required to order a tie pair change. This describes the fields within the Self Service Portal (SSP); however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 90

92 Choose Products screen Select the product required from the Product List in the SSP: If Tie Pair is UCLL SLU SLES Select Access Offering Category/ UCLL Access/UCLL Access Tie Pair Change SLU Access/SLU Access Tie Pair Change SLES Access/SLES Access Tie Pair Change Select Instance screen One of the following fields must be completed to search for an existing Product Instance ID in the system: To search by Use field Description Known product instance Product Instance ID Relevant 10 digit Product Instance ID Date of product instance Note: Select a date by clicking on the calendar icon. Creation Date (From) Creation Date (To) Date to search from Date to search to Product Order Details screen The following fields must be completed for the Sales Order: Section Service Provider Details General Details Field Applicant Full Name Note: This field will automatically populate with the signed-in user s details. Service Address details are not required as this information is referenced from the Existing Product Instance ID. The following fields must be completed for the Product Order: Field Description Requirement Access Seeker Service Name Access Seeker Service ID Description of your service ID number for your service If applicable If applicable Service Provider Name of the end user service provider If applicable Customer Reference Number Existing Product Instance ID Your reference number The existing Product Instance ID number for the pair that is to be changed. Note: This field will automatically populate if the Product Instance ID was located in the Select Instance screen. Or click Search to find. Mandatory Mandatory ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 91

93 Field Description Requirement HDP Serviceman on site Fault Number Original Product Order ID Records Only The number of the new HDP on the MDF of the new exchange or cabinet. Leave as default Yes. Note: This field does not require completion and will not impact your order. Indicate whether this is a records only change in the Records Only field below. If the Records Only field is to be completed with: Yes, then enter the relevant fault number No, then leave blank. If the Records Only field is to be completed with: Yes, then enter the original product order ID No, then leave blank. Select from the dropdown list: Mandatory Not required Either the fault number or the original product order ID is required for a records only tie pair change Required Yes, if the service company has already completed the tie pair change as the result of resolving a fault, or No, if the tie pair change is still to be completed. Job Instructions Any specific job instructions If applicable Work Scheduling Details screen The following fields must be completed for the Sales Order, (or Complete ASAP must be clicked to have the system fill in the time for you). Field RFS Date Requested Time Description Requested date for service. Requested timeslot (AM or PM) for service. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 92

94 Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for a Tie Pair Change product order. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by our ordering Static Product Order ID Number for the product order Static Status Current status of the order Dynamic Service ID (ASID) Identification number (162nnnnnn) for the MPF, generated by our ordering Static Confirmed RFS Date Date for service on the order Dynamic Existing HDP Status Message Code HDP number for the tie pair that is to be changed Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic Termination Details The end point of the UCLL or SLU where you can connect your droplead or equipment to. For example, Termination Details: PGA AH83/ DP. PGA is the Pakuranga Exchange, AH83/1 is the terminal, is the pair and DP is the Terminal Type, e.g. Distribution Pillar. Proposed Termination Details are advised in the RFS (Service Date) Confirmed and Termination Details Updated notifications. Actual Termination Details are advised in the Service Given notification. Dynamic Prequalification results also display. See product outline: Prequalification, for an explanation of the results. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 93

95 MPF Transfer Product overview A Transfer is a move of an existing service from another provider to the end customer s own UCLL MPF (or SLU or SLES MPF). A transfer can be from: o o o Existing retail or wholesale service number Existing UCLL MPF POTS to UCLL MPF. A Transfer can be o o With port, i.e. transferring the Telecom Retail or Wholesale phone number, when Telecom is the existing service provider for the end user customer, or Without port, i.e. not transferring a phone number. When you place a Transfer order, our ordering system creates two orders: o o New Connection order Relinquishment order. Note: A Transfer from POTS to UCLL does not involve a Relinquishment order. A Transfer requires an exchange visit to disconnect the MDF Jumper from its existing HDP and run to the new tie pair (port). There is no end customer site visit required. Business rules The following business rules apply to Transfer product orders: Transfer requests for service that involves number porting within two working days will be rejected. A first transfer appointment will be scheduled, at the earliest, on the current day plus two working days. This allows sufficient time for a number porting request to be processed. In the event of the order being rescheduled or cancelled it is your responsibility to alter the number port request accordingly. You must submit your number port request AFTER Chorus has provided RFS Confirmed status and an RFS date. If submitted earlier, your Transfer order will be rejected as there would be an open service order (ICMS would create an order on receipt of the number port request from IPMS). When ordering a Transfer you (or your customer) must not relinquish the existing service. If you do, then potentially your customer could lose their number; and the Transfer order could be rejected because the number would no longer be operable and there would be an open service order. The Losing Number Port order must be submitted by 3pm the business day prior to the confirmed RFS date. If SLU Transfer is being ordered together with a SLES Transfer then the HDP parameter for SLU is not required. If the sales order contains a SLES Access Transfer with phone number and there is no SLU Transfer product order with a matching phone number the order will be rejected. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 94

96 The sales order will be rejected if it contains SLES Access Transfer product order that has both phone number and existing product instance ID specified on it. If the sales order contains a Transfer SLES product order and does not contain a Transfer SLU product order for related SLU product instance the order will be rejected. If ordering a SLU Transfer and it has an associated SLES, the related SLES product instance will be relinquished as part of SLU Transfer product order provisioning. If a SLES New Connection is required with a SLU Transfer, you must order a SLES Transfer with the SLU Transfer instead of a SLES New Connection. You do not need to provide a Product Instance ID for the SLES Transfer order. The SLES Product Instance ID is only required if a genuine SLES Transfer is required. Additional information It is your responsibility to update IPMS to GC Done (Gaining Carrier Done) for the number port when you receive Service Given status for your Transfer order (this status should display within minutes of the service company technician signing off the job). Chorus recommends that you do not update Gaining Carrier for the number port early. There are a number of reasons why a job may be delayed, especially when scheduled within AM and PM timeslots. Before you order You will need to know: Name and phone number of the end customer Your reference number for the end customer The existing product instance ID to be transferred The required date and time for the Transfer. Note: If you do not know the existing product instance ID to be transferred you can order an authorised prequalification. The prequalification results will list the MPF product instance IDs at the address. See product outline: MPF Prequalification. If you are able to configure the service before the Transfer is done, the service company technician will then be able to perform basic dial tone checks and testing. To place an order See Section 5 of this guide for the relevant process: Fulfil order for Transfer. Use the tables below to understand the specific information required to order a Transfer. This describes the fields within the Self Service Portal (SSP) however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: To order UCLL Transfer SLU Transfer SLES Transfer Select Access Offering Category/ UCLL Access/UCLL Access Transfer SLU Access/SLU Access Transfer SLES Access/SLES Access Transfer ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 95

97 Note: If you wish to add Enhanced Care, then select the checkbox that displays. See the product outline on Enhanced Care MPF in Section 3 for more information. Select Instance screen One of the following fields must be completed to search for an existing Product Instance ID in the system: To search by Use field Description Known product instance Product Instance ID Relevant 10 digit Product Instance ID Date of product instance Note: Select a date by clicking on the calendar icon. Creation Date (From) Creation Date (To) Date to search from Date to search to Product Order Details screen The following fields must be completed for the Sales Order: Section Service Provider Details Fields Applicant Full Name Note: This field will automatically populate with the signed-in user s details. The following fields must be completed for the Product Order: Field Description Requirement Access Seeker Service Name Access Seeker Service ID Name of the service to be provided by the Access Seeker or Service Provider ID number used by the Access Seeker for the service or Service Provider If applicable If applicable Service Provider Name of the end user service provider If applicable Customer Reference Number Existing Product Instance ID HDP Your reference number The existing Product Instance ID number. Note: This field will automatically populate if the Product Instance ID was located in the Select Instance screen. Or click Search to find. If a POTS transfer then leave blank This is not required for a SLES Transfer if it is being ordered with a SLU Transfer instead of a SLES New connection. See business rules above. Number of the tie pair to which the MPF is to be connected Mandatory Mandatory Mandatory ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 96

98 Field Description Requirement Job Instructions Any specific job instructions If applicable Porting a Local Number Yes/No If applicable POTS Phone Number POTS phone number Mandatory for POTS to UCLL/SLU/SLES (whether number is being ported or not) Data Circuit ID If transfer of data circuit then type data circuit ID; or leave blank If applicable Note: Available features can also be selected on this screen. Work Scheduling Details screen The following fields must be completed for the Sales Order, (or Complete ASAP must be clicked to have the system fill in the time for you). Field RFS Date Requested Time Appointment Requested? Description Requested date for service. Note: If you require an appointment, you must select the Appointment Requested? checkbox before selecting the RFS date calendar to ensure the schedule reservation calendar displays. Requested timeslot (AM or PM) for service. Select checkbox if appointment is required. Note: Mandatory only if the product does not usually require an appointment, but you would like to request one. You must specify the reason why an appointment is required in the Job Instructions field. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 97

99 Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for a Transfer product order. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by our ordering Static Product Order ID Number for the product order Static Status Current status of the order Dynamic Service ID (ASID) Identification number (162nnnnnn) for the MPF, generated by our ordering Static Confirmed RFS Date Date for service on the order Dynamic Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic Termination Details The end point of the UCLL or SLU where you can connect your droplead or equipment to. For example, Termination Details: PGA AH83/ DP. PGA is the Pakuranga Exchange, AH83/1 is the terminal, is the pair and DP is the Terminal Type, e.g. Distribution Pillar. Proposed Termination Details are advised in the RFS (Service Date) Confirmed and Termination Details Updated notifications. Actual Termination Details are advised in the Service Given notification. Dynamic Prequalification results also display. See product outline: Prequalification, for an explanation of the results. Note: The losing service provider will receive notification of the end customer s transfer once the transfer has been completed. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 98

100 NGHS CPE Accreditation Product overview The Customer Premise Equipment (CPE) Accreditation product allows a customer to request a new CPE make and model of CPE be added to the Approved CPE List, which Chorus maintains for that customer. The actual installation of the CPE is done via the Install Next Generation CPE product. The Install Next Generation CPE product will only install CPE which is on the Approved CPE List and available to the customer. Some CPE in the Approved CPE List will be available for installation (via the Install Next Generation CPE product) for all customers and some will only be available for specific customers. The SLAs for completing CPE Accreditation are: Within five working days of receiving the order, Chorus will: o o notify the customer of the order being rejected, or notify the customer of the RFS Confirmed Date (when they can expect the CPE to be accredited). Chorus will complete the CPE Accreditation process by the RFS Confirmed Date and confirm with the customer if we are able to proceed. If both parties wish to proceed Chorus will, within 30 working days of the order completion date, complete: o o o Field force training, Add CPE to the Service Provider s CPE list, and Close the CPE Accreditation order. If the parties agree not to proceed, Chorus will request that the customer cancels their order and no charges will be payable for that CPE Accreditation order. Following receipt of order closed notification the CPE will be available for installation via the NGHS Install Next Generation CPE order type. Business rules The following business rules apply to CPE Accreditation orders: The customer will not be able to order the CPE Accreditation product in conjunction with any other NGHS products. Customers will only be able to view and order the Installation of Next Generation CPE from their own Approved CPE List. If a CPE already exists in the Approved CPE List for one customer and another customer requests it to be added to the list, the new customer will be required to pay the Chorus fee for the CPE Accreditation request. This is because there will be different service specific interactions that will need to be verified and documented. Chorus may introduce generic items of CPE (Chorus CPE) that may appeal to a number of customers. Chorus will not add such an item of CPE to a customer s list of accredited CPE without first obtaining the customer s permission. Chorus will not charge customers for adding Chorus CPE to customer s list of Approved CPE. The business will be able to add and remove CPE from the Approved CPE List and maintain the list (e.g. add a customer to an existing CPE) without receiving a customer order. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 99

101 The CPE will only be removed for the customer requesting it. Customers are not billed for removing a CPE from the Approved CPE List. Nor will they be billed for CPE that is subsequently not accredited following a CPE Accreditation request. CPE that is required to be telepermitted or Chorus permitted for connection to Chorus network needs to have a telepermit or Chorus permit as a prerequisite to applying for NGHS CPE Accreditation. On successful completion of the accreditation process, Chorus will develop and deliver technical information and training to its service companies for the new CPE. Customers will need to provide one but ideally two CPE devices (that may, by agreement, be retained by Chorus) and relevant technical and service information for testing as a prerequisite for applying for NGHS CPE Accreditation. A link to installation instructions can be provided on the order or the installation instructions can be sent to Chorus with the CPE. Customers will need to make technical and service people available for any reasonable requests for information from Chorus during the testing process. Note: The address to send CPE devices and installation instructions to is: Attention: Chorus Operations Transition Team Chorus House 66 Wyndham Street Auckland City If the parties agree not to proceed, Chorus will request that the customer cancels their order. Chorus may, at its sole discretion, withdraw a device from the list if: o o The volume of installations for that device over the preceding 12 months has fallen below that which Chorus deems the minimum economic quantity. Installation of the device has proven problematic for Chorus, its Service Companies or the customer and the issues can not be resolved to Chorus satisfaction. Before you order You will need to know: The details of the person in your organisation who will act as the contact for Chorus regarding the CPE Accreditation. Your reference number The details (make and model) of the CPE device to be accredited. To place an order See Section 5 of this guide for the relevant process: Fulfil order for CPE Accreditation. Use information below to understand the specific information required to order a CPE Accreditation. This describes the fields within the Self Service Portal (SSP), however the information requirements are the same for B2B users. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 100

102 Choose Products screen Select the product required from the Product List in the SSP: To order Add CPE to accredited list Remove CPE from accredited list Then select Enhanced Services Offering Category/CPE Accreditation/Add CPE to List Enhanced Services Offering Category/CPE Accreditation/Remove CPE from List Product Order Details screen The following fields must be completed for the Sales Order: Section Service Provider Details Comments Complete Fields Either: Applicant Full Name Applicant Address, or Applicant Phone number Note: These fields will automatically populate with the signed-in user s details. They should contain the details of the person that Chorus can contact to complete the CPE Accreditation process, and may need to be updated to reflect this. A free text field. Add text as shown in the table below: If ordering: Add CPE to List Then add Intended use for the CPE device. Note: This information should be detailed enough to give Chorus an understanding of how you are wanting to use the device. Chorus may contact you for more details during the accreditation process. Remove CPE from List Reason why CPE device is to be removed. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 101

103 The following fields must be completed for the Product Order: Field Description Requirement Customer Reference Number CPE Make CPE Model Telepermit or Chorus permit# Link to Installation instructions CPE sent to Chorus for testing/documenting Your reference number Device Manufacture Examples: Cellpipe Nokia Siemens Networks (NSN) Device Model and Software version Note: This should be provided in the format: Device Model [S/W] Software version Examples: 130 RG 5Ve.A2002AUS [S/W] v FlexiNT22 [S/W] P Device Identifier provided by Service Provider Either: Hyperlink to the CPE installation instructions document provided by Service Provider, or Explanation of how installation instructions are to be provided, e.g. on CD sent with CPE. Note: Customers will need to provide service information a prerequisite for applying for NGHS CPE Accreditation. Yes or No Note: Customers will need to provide one but ideally two CPE devices (that may, by agreement, be retained by Chorus) for testing as a prerequisite for applying for NGHS CPE Accreditation. Mandatory Mandatory Mandatory Mandatory for Add CPE to List Mandatory for Add CPE to List Mandatory for Add CPE to List ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 102

104 Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for a CPE Accreditation product order. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Order ID Number for the product order Static Status Current status of the order Dynamic Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 103

105 NGHS Install Next Generation CPE Product overview This is installation, configuration and set-up of Next Generation customer premises equipment (CPE). The service may also include the installation, setup and configuration of devices utilising the Next Generation CPE, such as VoIP handsets, WiFi and other such devices. The next generation devices needed for setup must be available at the end customer s premises. A visit will be scheduled to the end customer s premises to complete this service request, the cost of which is included within the Install Next Generation CPE service change. Work carried out includes: Confirm stock needed to perform install has arrived at the end customer s premises Confirm PCs/servers meet any minimum requirements, if required to do so Install and configure Next Generation CPE Install and configure Browser and client Test Internet capability Test Speed capability (when ordered with PE MPF) Configure and integrate traditional telephone (PSTN) consumer premises equipment Install and confirm DECT phones are operational Resolve hardware or software conflicts Provide initial end user training, and a user guide if supplied with the Next Generation CPE. Additional for other Devices Configure and functional test device Additional for WiFi Setup WiFi security (min of 64kb wep) Functional test WiFi connectivity. Business rules The following business rules apply to Install Next Generation CPE orders: Install Next Generation CPE service can only be provided if the Next Generation CPE is to be installed to: o o o A Home Distributor as per the TCF Code of Practice for Premises Wiring (structured, twisted pair Ethernet cabling), or A Chorus SDP, or A single RJ 45 or BT outlet. In this case the Next Generation CPE will be installed in a similar manner to a Broadband modem. The Install Next Generation CPE product is also available as an onsite While-You-Are-Here (WYAH) transaction, if such transactions are pre-approved by the Service Provider. The Install Next Generation CPE product must be ordered when PE MPF is ordered. If these products are not ordered together the order will be rejected. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 104

106 Before you order You will need to know: The work required Name and phone number of the end customer Your reference number for the end customer Either The Location Code (TLC), or address details for the site. To place an order See Section 5 of this guide for the relevant process: Fulfil order for Access Product. Use information below to understand the specific information required to order an Install Next Generation CPE. This describes the fields within the Self Service Portal (SSP). However, the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: To order Install Next Generation CPE Select Field Services Offering Category/Install Next Generation CPE/New Install Next Generation CPE ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 105

107 Product Order Details screen The following fields must be completed for the Sales Order: Section End User Contact Details Service Provider Details General Details Field Either: Contact Full Name Contact Contact Phone Applicant Full Name Applicant Address, or Applicant Phone number Note: These fields will automatically populate with the signed-in user s details. The Service Address fields as follows: If An existing address Then Either: Complete the TLC field, or Enter address details. Click Validate Address to automatically populate fields. A new address You will not have a TLC and should complete as many fields as possible with the new address details. Note: Make sure you select the Is New Address checkbox. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 106

108 The following fields must be completed for the Product Order: Field Description Requirement Access Seeker Service Name Access Seeker Service ID Description of your service ID number for your service If applicable If applicable Service Provider Name of the end user service provider If applicable Customer Reference Number Your reference number Mandatory Job Instructions Any specific job instructions If applicable Preconditions Confirmed? On-Site Work Authorised Yes or No Yes or No Mandatory Mandatory CPE Make CPE Model CPE Delivery Type Device Manufacture Note: Select approved CPE from list. Device Model Note: Select approved CPE from list. By Service Technician or By Customer Note: Select Service Technician only if you have a prior arrangement with Chorus. Mandatory Mandatory Mandatory User Name Login Name for Mandatory Password Password for login Mandatory Configuration Install Location Additional information to configure address Location where Next Generation CPE will be installed, e.g. room If applicable Mandatory Work Scheduling Details screen The following fields must be completed for the Sales Order, (or Complete ASAP must be clicked to have the system fill in the time for you). Field RFS Date Requested Time Description Requested date for service. Requested timeslot (AM or PM) for service. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 107

109 Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for an Install Next Generation CPE Product Order. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by our ordering Static Product Order ID Number for the product order Static Status Current status of the order Dynamic Service ID (ASID) Identification number (165nnnnnn) for the product, generated by our ordering Static Confirmed RFS Date Date for service on the order Dynamic Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 108

110 NGHS Install SDP Product overview This is installation, configuration and set up of a Service Delivery Point (SDP). The SDP is intended to be the first point within the end customer s premises from which network services may be accessed by the end customer, typically via a service provider s modem or residential gateway. It is the point at which the end customer s premise wiring, both legacy and structured, terminates. As such it is the point from which interconnections are made between and from on-premise services and devices and external telecommunications networks. An SDP is designed to provide a plug and play solution in a residential or small business premises that does not already have a structured twisted pair Ethernet cabling system. The SDP may be ordered as a standalone product or in combination with other Next Generation Home Services (NGHS) premises wiring products. Work carried out includes: Verify correct lead-in cable pair Ensure there is a continuous cable pair from the external termination point (ETP) to the SDP position Supply and installation of SDP Reconfigure of traditional premise telephone wiring at the SDP and ETP Integrate traditional telephone analogue (PSTN) devices and monitored alarms. Business rules The following business rules apply to Install SDP orders: The installation of a SDP will not change the wiring configuration of a monitored alarm, unless approval of consumer and/or alarm company has been obtained. The Install SDP product is also available as an onsite While-You-Are-Here (WYAH) transaction, if such transactions are pre-approved by the Service Provider. Before you order You will need to know: The work required Name and phone number of the end customer Your reference number for the end customer Either The Location Code (TLC), or address details for the site. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 109

111 To place an order See Section 5 of this guide for the relevant process: Fulfil order for Access Product. Use information below to understand the specific information required to order an Install SDP. This describes the fields within the Self Service Portal (SSP); however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: To order Install SDP Select Field Services Offering Category/Install SDP/New Install SDP Product Order Details screen The following fields must be completed for the Sales Order: Section End User Contact Details Service Provider Details General Details Field Either: Contact Full Name Contact Contact Phone Applicant Full Name Applicant Address, or Applicant Phone number Note: These fields will automatically populate with the signed-in user s details. The Service Address fields as follows: If An existing address A new address Then Either: Complete the TLC field, or Enter address details. Click Validate Address to automatically populate fields. You will not have a TLC and should complete as many fields as possible with the new address details. Note: Make sure you select the Is New Address checkbox. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 110

112 The following fields must be completed for the Product Order: Field Description Requirement Access Seeker Service Name Access Seeker Service ID Description of your service ID number for your service If applicable If applicable Service Provider Name of the end user service provider If applicable Customer Reference Number Your reference number Mandatory Job Instructions Any specific job instructions If applicable Preconditions Confirmed? On-Site Work Authorised Yes or No Yes or No Mandatory Mandatory Work Scheduling Details screen The following fields must be completed for the Sales Order, (or Complete ASAP must be clicked to have the system fill in the time for you). Field RFS Date Requested Time Description Requested date for service. Requested timeslot (AM or PM) for service. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 111

113 Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for an Install SDP product order. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by our ordering Static Product Order ID Number for the product order Static Status Current status of the order Dynamic Service ID (ASID) Identification number (165nnnnnn) for the product, generated by our ordering Static Confirmed RFS Date Date for service on the order Dynamic Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 112

114 NGHS Integrate CPE Product overview This is integration of Customer Premise Equipment (CPE) on to the end customer s existing home network environment. This product addresses integration of in-home entertainment e.g. SKY, monitored alarms, common communication services and devices. CPE in scope includes: Sky outlets/jackpoints Monitored alarms VoIP phones DECT handsets Laptops/Notebooks/Desktop PCs. This product specifically addresses the installation and integration of devices some time after the installation of the Next Generation CPE. For example, an existing end customer purchases SKY and wishes to have it integrated into an existing home network. This product also involves a site visit to the end customer s premises, the cost of which is included within the Integrate CPE service charge. Work carried out can include any of the following tasks, as required: Physical install of legacy devices on home network Configure CPE Provide functional tests and confirm CPE is operational Resolve any hardware or software conflicts Provide end-customer training. Business rules The following business rules apply to Integrate CPE orders: The Integrate CPE services can only be provided if the traditional analogue telephone and/or RGW networks are of an accepted standard and in working condition. The Integrate CPE product is also available as an onsite While-You-Are-Here (WYAH) transaction, if such transactions are pre-approved by the Service Provider. Before you order You will need to know: The work required Name and phone number of the end customer Your reference number for the end customer Either The Location Code (TLC), or address details for the site. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 113

115 To place an order See Section 5 of this guide for the relevant process: Fulfil order for Access Product. Use information below to understand the specific information required to order an Integrate CPE. This describes the fields within the Self Service Portal (SSP); however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: To order Integrate CPE Select Field Services Offering Category/Integrate CPE/New Integrate CPE Product Order Details screen The following fields must be completed for the Sales Order: Section End User Contact Details Service Provider Details General Details Field Either: Contact Full Name Contact Contact Phone Applicant Full Name Applicant Address, or Applicant Phone number Note: These fields will automatically populate with the signed-in user s details. The Service Address fields as follows: If An existing address A new address Then Either: Complete the TLC field, or Enter address details. Click Validate Address to automatically populate fields. You will not have a TLC and should complete as many fields as possible with the new address details. Note: Make sure you select the Is New Address checkbox. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 114

116 The following fields must be completed for the Product Order: Field Description Requirement Access Seeker Service Name Access Seeker Service ID Description of your service ID number for your service If applicable If applicable Service Provider Name of the end user service provider If applicable Customer Reference Number Your reference number Mandatory Job Instructions Any specific job instructions Mandatory On-Site Work Authorised Preconditions Confirmed? CPE Delivery Type Yes or No Yes or No By Service Technician or By Customer Note: Select Service Technician only if you have a prior arrangement with Chorus. Mandatory Mandatory Mandatory Work Scheduling Details screen The following fields must be completed for the Sales Order, (or Complete ASAP must be clicked to have the system fill in the time for you). Field RFS Date Requested Time Description Requested date for service. Requested timeslot (AM or PM) for service. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 115

117 Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for an Integrate CPE product order. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by our ordering Static Product Order ID Number for the product order Static Status Current status of the order Dynamic Service ID (ASID) Identification number (165nnnnnn) for the product, generated by our ordering Static Confirmed RFS Date Date for service on the order Dynamic Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 116

118 NGHS Relocate SDP Product overview The relocation (movement) of a previously installed and working Service Delivery Point (SDP) in the customer s premises. It would most likely also involve the movement of the Next Generation Customer Premise Equipment (CPE) or broadband router to the same location as the SDP. The Install Next Generation CPE pre-conditions will apply at the new position of the CPE. The Relocate SDP product may be ordered as a standalone product or in combination with the integration of CPE and/or with some of the premises wiring products. The Relocate SDP product is also available as on onsite While-You-Are-Here (WYAH) transaction, if such transactions are pre-approved by the Service Provider and there is sufficient time for the technician to complete the required tasks. See also product outline for: NGHS Install SDP. Work carried out includes: Relocating SDP Establish scenario (configuration) of devices supported from the current SDP and Next Generation CPE position Confirm stock needed to perform install obtain stock via the agreed stock control Ensure 'clean' cable pair to new SDP position Install existing SDP at new position Reconfigure POTS wiring into SDP and at the ETP Integrate legacy analogue alarms, if approval given to do so Business rules The following business rules apply to Relocate SDP orders: Relocate SDP can be sold as a standalone product to customers, and a charge must be applied per request. The relocation of an SDP can only be requested if a previously installed SDP is in a working condition and the appropriate approval has been obtained to perform the various relocation tasks. The relocation of an SDP will not change the wiring configuration of a monitored alarm, unless approval of consumer/alarm company has been obtained. Before you order You will need to know: The work required Name and phone number of the end customer Your reference number for the end customer Either The Location Code (TLC), or address details for the site. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 117

119 To place an order See Section 5 of this guide for the relevant process: Fulfil order for Access Product. Use information below to understand the specific information required to order a Relocate SDP. This describes the fields within the Self Service Portal (SSP). However, the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List: To order Relocate SDP Then select Field Services Offering Category/Relocate SDP/New Relocate SDP Product Order Details screen The following fields must be completed for the Sales Order: Section End User Contact Details Service Provider Details General Details Complete Fields Either: Contact Full Name Contact Contact Phone Applicant Full Name Applicant Address, or Applicant Phone number Note: These fields will automatically populate with the signedin user s details. The Service Address fields, either: Complete the TLC field, or Enter address details. Click Validate Address to automatically populate fields. The following fields must be completed for the Product Order: Field Description Requirement Access Seeker Service Name Access Seeker Service ID Description of your service ID number for your service If applicable If applicable Service Provider Name of the end user service provider If applicable Customer Reference Number Your reference number Mandatory ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 118

120 Field Description Requirement Job Instructions Preconditions Confirmed? On-Site Work Authorised Any specific job instructions Note: Specify what devices are to be relocated. Yes or No Yes or No If applicable Mandatory Mandatory Work Scheduling Details screen The following fields must be completed for the Sales Order, (or Complete ASAP must be clicked to have the system fill in the time for you). Field RFS Date Requested Time Description Requested date for service. Requested timeslot (AM or PM) for service. Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for a Relocate SDP Order. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by our ordering Static Product Order ID Number for the product order Static Status Current status of the order Dynamic Service ID (ASID) Identification number (165nnnnnn) for the product, generated by our ordering Static Confirmed RFS Date Date for service on the order Dynamic Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 119

121 NGHS Wiring Add-on Product overview Wiring Add-on is the provision of non-complex, premises wiring installations such as an additional RJ45 outlet or the installation or replacement of a BT outlet (PTC103). Work carried out includes: The supply of additional outlets and premises wiring to affect the installation or reallocation of RJ45 or BT outlets in a non-complex premises environment. Perform Wiring Test service tasks, including: o o o o o o o o Business rules Identify ETP, type of wiring and configuration, TTU, ADSL splitter and any Service Delivery Point (SDP) devices. Confirm alarm scenario - is it monitored, interconnection location. Assess and confirm if the wiring is compliant with PTC103 or PTC106 standards. Obtain physical structural information of the premises (layout information), to support design work. Perform device test and generate assessment output. Complete assessment report. Determine the wire rating according to standards provided. Update wiring assessment information in the appropriate system. The following business rules apply to Wiring Add-on orders: No service other than the stipulated Wiring Add-on services can be provided under this product. A charge will be applied per outlet installation/replacement ordered under Wiring Add-on service request. The maximum number of outlets (i.e. RJ45 or BT outlets) that can be serviced per product request is two. An additional two outlets may be requested and supplied as a While-You- Are-Here (WYAH) transaction if such transactions are pre-approved by the Service Provider. The service company may not complete work if the work to be undertaken is deemed to be outside the scope of Wiring Add-on product, i.e. more work than the stated number of outlets, exceeds technicians availability (budgeted time) on site or if building is a heritage site or of a difficult building construction. Before you order You will need to know: The work required Name and phone number of the end customer Your reference number for the end customer Either The Location Code (TLC), or address details for the site. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 120

122 To place an order See Section 5 of this guide for the relevant process: Fulfil order for Access Product. Use information below to understand the specific information required to order a wiring onadd. This describes the fields within the Self Service Portal (SSP); however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: To order Wiring Add-on Select Field Services Offering Category/Wiring Add-on/New Wiring Addon Product Order Details screen The following fields must be completed for the Sales Order: Section End User Contact Details Service Provider Details General Details Field Either: Contact Full Name Contact Contact Phone Applicant Full Name Applicant Address, or Applicant Phone number Note: These fields will automatically populate with the signed-in user s details. The Service Address fields as follows: If An existing address Then Either: Complete the TLC field, or Enter address details. Click Validate Address to automatically populate fields. A new address You will not have a TLC and should complete as many fields as possible with the new address details. Note: Make sure you select the Is New Address checkbox. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 121

123 The following fields must be completed for the Product Order: Field Description Requirement Access Seeker Service Name Access Seeker Service ID Description of your service ID number for your service If applicable If applicable Service Provider Name of the end user service provider If applicable Customer Reference Number Your reference number Mandatory Job Instructions Any specific job instructions If applicable Preconditions Confirmed? On-Site Work Authorised Yes or No Yes or No Mandatory Mandatory Outlets Quantity 1 or 2 Mandatory Outlet Type RJ45 or BT Mandatory Work Scheduling Details screen The following fields must be completed for the Sales Order, (or Complete ASAP must be clicked to have the system fill in the time for you). Field RFS Date Requested Time Description Requested date for service. Requested timeslot (AM or PM) for service. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 122

124 Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for a Wiring Add-on product order. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by our ordering Static Product Order ID Number for the product order Static Status Current status of the order Dynamic Service ID (ASID) Identification number (165nnnnnn) for the product, generated by our ordering Static Confirmed RFS Date Date for service on the order Dynamic Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 123

125 Performance Enhanced MPF Product overview Performance Enhanced MPF (PE MPF) is an add-on service that can be purchased for a UCLL or SLU MPF, which provides additional testing and line conditioning to ensure that high speed data services function to an accepted standard. As part of the PE MPF service, you may request a test on the line at any time as part of the Assure process, however if the line is found to meet the required standard, we reserve the right to charge a no fault found fee. You may wish to order multiple pairs for the purposes of forming a bonded pair data service. Where multiple pairs are required to form a bonded service you must order these under the same sales order. Business rules The following business rules apply to Performance Enhanced MPF orders: PE MPF must be purchased and provisioned for a specific MPF product instance. Products that PE MPF may be purchased for are UCLL or SLU New Connection and Move Address, or as an add-on to an existing UCLL or SLU connection. You must provide the minimum speed Test specifications upon ordering PE MPF to ensure the required standards are met. The test specifications are: o o o khz db loss distance (from exchange/cabinet) Each PE MPF instance has a minimum one year contract. The Install Next Generation CPE product must be ordered when PE MPF is ordered. If these products are not ordered together the order will be rejected. Normal SLAs for UCLL and SLU provisioning will apply. For any line, availability of PE MPF is at the discretion of Chorus. We reserve the right to downgrade a line to a standard MPF if it is no longer practical to offer PE MPF on that line. Pricing of PE MPF service is on a per product (line) basis. Move address When you order a move address, you will have a choice to: o o o Move the PE MPF Service with the underlying UCLL/SLU circuit (MPF) to a new premise Upgrade standard MPF to a PE MPF, or Downgrade PE MPF to a standard MPF. When an existing instance of PE MPF is moved the PE MPF contract will restart at zero with a further 12 months to run. Should an instance of PE MPF that is still under contract not be moved with the line that it is associated with, the standard Early Termination fee will apply. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 124

126 You will be advised of one off installation charge for products you elect to move or to order. You will not be charged an early termination fee if PE MPF provisioning is not feasible at the new address even if it is still within the minimum term of contract. Transfer Existing PE MPF cannot be transferred to the new Service Provider; it will be removed off the original Service Provider s account when the UCLL or SLU is transferred. Before you order If you are ordering a UCLL or SLU New Connection, Move Address, refer to the relevant product outline for what you need to know before you order. You will need to determine whether you want to keep the MPF if it fails performance enhanced MPF specification, as this must be indicated in the order. If you are ordering an upgrade/downgrade of PE MPF, you will need to know either: The ASID for the relevant MPF, or The Product Instance ID for the relevant MPF. To place an order See Section 5 of this guide for the relevant process: Fulfil order for Access Product. Use information below to understand the specific information required to order Performance Enhanced MPF. This describes the fields within the Self Service Portal (SSP); however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. Note: When ordering combinations of Access product on the same sales order (where a PE MPF add-on is included) the following rules need to be applied to ensure that the correct technician skill-set is targeted: All New Connection/Move Address orders must have PE MPF applied (i.e. do not include orders for non-pe MPF UCLL/SLU Access products on the same sales order) If the PE MPF add-on is selected, a Transfer product order cannot be included on the same sales order. If the rules above are not applied the order will be rejected. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 125

127 The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen You must order Performance Enhanced MPF at the same time as ordering a New Connection with Install Next Generation CPE or Move Address with Install Next Generation CPE. Select the product required from the Product List in the SSP: To order PE MPF with UCLL New Connection UCLL Move Address SLU New Connection SLU Move Address Select Access Offering Category/ UCLL Access/UCLL Access New Connection UCLL Access/UCLL Access Move Address SLU Access/SLU Access New Connection SLU Access/SLU Access Move Address Then you must tick the checkbox to indicate if you wish to add or remove the service; and complete the order for that product as outlined in the relevant product outline plus the Feature Instance listed below. The Enhanced Care service is included with PE MPF therefore it is not necessary to order Enhanced Care when you order PE MPF. You may also order an upgrade/downgrade of PE MPF for an existing MPF service. To order UCLL upgrade or downgrade SLU upgrade or downgrade Select Access Offering Category/ UCLL Access/UCLL Access Change Feature SLU Access/SLU Access Change Feature Select the product required from the Product List in the SSP: If the MPF is a UCLL SLU Select Access Offering Category/ UCLL Access/UCLL Access Change Feature SLU Access/SLU Access Change Feature Note: You must also tick the checkbox to indicate if you wish to add or remove the service. Select Instance screen One of the following fields must be completed to search for an existing Product Instance ID in the system: To search by Use field Description Known product instance Product Instance ID Relevant 10 digit Product Instance ID Date of product instance Note: Select a date by clicking on the calendar icon. Creation Date (From) Creation Date (To) Date to search from Date to search to ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 126

128 Product Order Details screen The following fields must be completed for the Sales Order: Section End User Contact Details Service Provider Details Field Either: Contact Full Name Contact Contact Phone Applicant Full Name Applicant Address, or Applicant Phone number Note: These fields will automatically populate with the signed-in user s details. The following fields must be completed for the Product Order: Field Description Requirement Customer Reference Number Existing Product Instance ID Job Instructions Your reference number. The existing Product Instance ID number. Note: This field will automatically populate if the Product Instance ID was located in the Select Instance screen. Or click Search to find. Any specific job instructions. Include Test Specifications for CPE: khz db loss distance (from exchange/cabinet) e.g. 160khz, 32db, 1023m Mandatory Mandatory If applicable The following fields must be completed for the Feature Instance: Field Description Requirement Keep MPF if Fails Spec Yes, if you want to keep the MPF if it fails performance enhanced MPF specification, or No, if you do not want to keep MPF if it fails performance enhanced MPF specification. Note: This will not disconnect the existing MPF if ordering an upgrade. Mandatory ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 127

129 Work Scheduling Details screen The following fields must be completed for the Sales Order: Field RFS Date Requested Time Appointment Requested? Description Requested date for service. Note: If you require an appointment, you must select the Appointment Requested? checkbox before selecting the RFS date calendar to ensure the schedule reservation calendar displays. Requested timeslot (AM or PM) for service. Select checkbox if appointment is required. Note: Mandatory only if the product does not usually require an appointment, but you would like to request one. You must specify the reason why an appointment is required in the Job Instructions field. Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for a Performance Enhanced MPF product order. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by our ordering Static Product Order ID Number for the product order Static Status Current status of the order Dynamic Service ID (ASID) Identification number (162nnnnnn) for the MPF, generated by our ordering Static Confirmed RFS Date Date for service on the order Dynamic Status Message Code Additional information about status of the order Dynamic Status Change Date Date of the last status change Dynamic ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 128

130 Premise Wiring Product overview Premise Wiring is the provision of additional communication cabling, splitters, and/or jack points within an end customer s premises. Business rules The following business rules apply to Premise Wiring orders: Premise Wiring can be ordered for an existing UCLL customer; or in conjunction with a new connection or move address order. Before you order You will need to know: The work required Name and phone number of the end customer Your reference number for the end customer Either The Location Code (TLC), or address details for the site. To place an order See Section 5 of this guide for the relevant process: Fulfil order for Access Product. Use information below to understand the specific information required to request premise wiring. This describes the fields within the Self Service Portal (SSP); however the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens will display as you progress through your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List in the SSP: To order Premise wiring Select Field Services Offering Category/Premise Wiring/New Premise Wiring Note: Also select from the checkboxes that display in the Ordered Products panel with options for premise wiring: BT Jack Install Splitter Install Modem Install Service Lead Install. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 129

131 Product Order Details screen The following fields must be completed for the Sales Order: Section End User Contact Details Service Provider Details Field Either: Contact Full Name Contact Contact Phone Applicant Full Name Applicant Address, or Applicant Phone number Note: These fields will automatically populate with the signed-in user s details. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 130

132 Section General Details Field The Service Address fields as follows: If An existing address Then Either: Complete the TLC field, or Enter address details. Click Validate Address to automatically populate fields. A new address You will not have a TLC and should complete as many fields as possible with the new address details. Note: Make sure you select the Is New Address checkbox. The General Comments field as follows: If the order Includes Service Lead Install Then State the following information, each on a separate line: Confirm if the order is for conversion from overhead to underground wiring Confirm if the trench is open Confirm if the trench is to be used for other services, e.g. power, water Confirm if the other services, e.g. power, have been laid Note: Phone cable goes into the trench last. Does not include Service Lead Install The approximate length of the trench, in metres The number of houses or buildings involved. You do not have to enter any information in this field. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 131

133 The following fields must be completed for the Product Order: Field Description Requirement Customer Reference Number Job Instructions BT Jacks Quantity Your reference number If you are ordering Premise Wiring with multiple New Connections on the same sales order, you must note here the sales order number of the New Connection the Premise Wiring is to be attached to and its location, e.g. the lounge. Select the number of jacks required. Note: This field will only display if BT Jacks selected on Product List. Mandatory If applicable Mandatory Work Scheduling Details screen The following fields must be completed for the Sales Order, (or Complete ASAP must be clicked to have the system fill in the time for you). Field RFS Date Requested Time Description Requested date for service. Requested timeslot (AM or PM) for service. Summary screen The Summary screen in the SSP displays a summary of the details you have entered for your order. After you have submitted your order, it also shows information generated by our ordering system in relation to your order. This information is dynamic and some fields will change as your order progresses. The following table explains the system generated fields that display on the Summary screen for a Premise Wiring product order. Field Description Type of information Status Message Text Message about status of the order Dynamic Product Order ID Number for the product order Static Status Current status of the order Dynamic Confirmed RFS Date Date for service on the order Dynamic Status Message Code Additional information about status of the order Dynamic Comments Comments from the technician Dynamic Status Change Date Date of the last status change Dynamic ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 132

134 Introduction Section 4: Problem Management This section provides information to assist you to report problems with our product using the Self Service Portal or B2B. Once a problem report is raised, you will be able to access it to view, edit and track progress. Emergency faults Emergency faults are defined as: Medical emergencies A situation where the end customer provides an essential community service, e.g. police, doctor, civil defence A mass outage that has the potential to impact 200 or more end users this may be where you suspect a network event such as a cable cut, has occurred. You can identify a fault as an emergency when you raise a problem report or by amending an open one. Once you have raised an emergency problem report you should also advise the Chorus Service Desk by phone and advise the problem report number. Failed install If your MPF connection (including UCLL MPF, SLU and SLES service) has been provisioned but you are unable to stand your service up, this is considered a failed install. When you raise a problem report, select Yes for the query: Is this a failed install? Fault related event (FRE) A process that groups problem reports that are believed to be caused by a common event into one entity to allow the service company and us to manage restoration activities and communication more effectively. If it is suspected your problem report is related to a known event a message displays advising that it may be related to an event. You may choose to submit the report and it will then be assessed and related to the event if appropriate. If you have a specific need for a truck roll to the customer premises this should be stated in the End Customer Experience field of the problem report. Once a FRE is confirmed, any timeframes provided in your individual problem report will be cancelled, so that the restoration can be managed as part of the grouped event. Enhanced Care Enhanced Care is an additional service, which: Applies to a specific UCLL or SLU MPF Provides for a 6 hour restoration target, instead of the standard 24 hours Can be purchased for a monthly charge. Enhanced Care is purchased for a particular MPF and must have been provisioned prior to reporting the problem. When you raise a problem report for an MPF (or ASID) with Enhanced Care, select Yes for the query: Enhanced Care? See the product outline: Enhanced Care in Section 3 of this guide for detail on how to order this product for a MPF. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 133

135 Critical Response Critical Response is an additional service, which: Ensures a technician responds within 2 hours of a fault being logged with us Is available 24 hours, 7 days a week throughout New Zealand Can be purchased for a one-off charge per event. The Critical Response service incurs a one-off charge per event, in addition to any restoration charges. If the technician does not arrive on site within 2 hours of the fault being logged with us you will not be charged for the service. When you raise a problem report, select Yes for the query: Critical Response? Business rules The following business rules apply to problem reporting and resolution: Our Field Service Personnel will undertake fault location activities and repair or restore any fault that exists in the customer wiring to the prescribed level. The prescribed level shall be: a) To any level that support POTS; and b) Where splitters are installed in the customer wiring for the purpose of enabling provision of broadband service to a separate jackpoint to a level that ensures that broadband can be received at the customer s DSL socket. For clarification, the prescribed level may not be the level at which minimum broadband speeds can be delivered and we does not guarantee that repair or restoration will result in a level of service other than that specified above. Service levels Relevant service levels for Access Products are described in the Standard Terms Determination documents available on our website ( Schedule 3 UCLL Service Level Terms Schedule 4 UCLL Operations Manual also includes an Escalation Protocol as Appendix B. Pricing Pricing for fault investigation and restoration services are detailed in the Standard Terms Determination document available on our website ( standardterms): Schedule 2 UCLL Price List. This includes detailed pricing for the following services: No Fault Found Third Party Interference Investigation Abortive End User Visit Tie Cable Maintenance Fixing Fault - Customer no right of access. Note: Pricing for enhanced care services and the critical response service are set out in the Chorus Services Agreement (CSA). Contact your account manager or log on to the Chorus website to obtain a copy of the CSA. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 134

136 Problem report status A problem report changes status as it is processed, as shown in the table below: Table 12: Problem Report status descriptions Status Open Accepted Assigned Request Information Request Approval Scheduled In Progress Service Given Completed Closed Pending Cancel Description Initial problem report status Problem report has been accepted for resolution Problem report has been assigned to a service company We requested additional information on a problem report and awaits your response We requires your approval to proceed with a problem report and awaits your response A date has been scheduled for resolution of the problem Resolution of problem report is in progress Problem report has been resolved Problem report is completed Problem report closed We have received a request to cancel a problem report and is processing it Notifications When you raise a problem report via the SSP or B2B, you will receive notifications about your problem report. See more information about notifications in Section 2 of this guide, including the Assure Notification categories available. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 135

137 Report problem Process overview Use this process to raise a problem report to report a fault with one of our product and to have it resolved by our Restoration Teams. Procedures The following Self Service Portal (SSP) procedures are included in this section, following the process map. Raise problem report View, amend or cancel problem report. Process map Report problem Note: See page 136 of this guide for an explanation of how to read a process map diagram. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 136

138 Process map Report problem (continued) ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 137

139 Raise problem report When to use Use this procedure to create and submit a problem report in the Self Service Portal (SSP). In situations where an emergency or escalation are deemed necessary, the Escalation process is available on our website (sp.chorus.co.nz). Emergency faults are defined as: Medical emergencies A situation where the end customer provides an essential community service, e.g. police, doctor, civil defence A mass outage that has the potential to impact 200 or more end users. Escalations should only be made when the service level times are missed, e.g: Role Fault receipt acknowledgement not received within half an hour Expected restoration time not notified within 8 hours Fault not restored within notified restoration time. Service Provider with Assure role Before you begin Ensure that all necessary diagnostics have been completed before reporting the problem You must be logged onto the SSP If you suspect it is an emergency problem, then speak with your team leader to verify that it is a genuine emergency before raising the problem report. Steps Step Action 1 Navigate to the My Problem Management home page. 2 Select the relevant product from the dropdown list on the Raise Problem Record panel. Click Raise Problem. Result: The ASSURE: Raise Problem Report screen displays including your User ID and the product type. 3 Complete the fields in the form using the guidelines included at the end of this procedure which describe what to enter, and which fields are mandatory. Note: Continue to step 4 of this procedure after completing the problem report fields. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 138

140 Step Action 4 Click Submit. Result: The ASSURE: Raise Problem Report Acknowledgement screen displays showing the Problem Record ID. Note: If any of the mandatory fields have not been completed with valid information, then a message will display at the top of the screen with errors to correct. Correct these errors and re-submit. 5 Click Exit to return to the My Problem Management home page. 6 If the problem was raised as an emergency then you should phone our Service Desk and advise them of the problem report number. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 139

141 Completion of Problem Report screen Introduction Use these guidelines to complete fields on the Raise Problem Report screen in the Self Service Portal (SSP). The fields are listed in the following order: down the left hand side, and then down the right hand side of the online form. Use the scroll bar at the right hand side to show all data entry fields on the screen. Note: Not all fields will display for all products. Fields on Raise Problem Report screen SSP Field Description Requirement Universal Service ID Customer 0800 number Product Instance ID or ASID. Click Check and fields will be automatically populated for: Note: Physical service address Billing details Loop Wire Exchange ID Fields. If your problem may be related to a Fault Related Event (FRE), the following text displays below the USID field when you click Check: Your USID problem may be related to an existing access network fault event. You will receive further updates after you submit your problem report. If an invalid ASID for the product type is selected the error message No Product found that matches this Universal Service ID displays. Customer 0800 number for our Faults to use to contact you 24 hours. Mandatory Mandatory Your Reference Your reference number. Mandatory End Customer Experience Comment on the impact of the problem on the end customer. Mandatory Problem Description Describe the problem in detail. Mandatory Questions: A series of questions display - most are radio buttons which have a default setting and only need to be completed if you need to change the default setting. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 140

142 Field Description Requirement Is this a failed install? Is the line or equipment disconnected? Is there a Sky decoder attached to this line? Is there a monitored alarm attached to this line? Fix premise wiring if faulty? Has an isolation test been carried out on the line? Any other information? Yes/No Note: If Yes is selected, then an additional field displays: What is the failed install Order Number? for you to type in the Order Number. Yes/No Yes/No Yes/No Yes/No Yes/No Any other information relevant to the end user premises? If you are Activating a Critical Response Service for this problem Then enter Critical Response approved/authorised by First Name Last Name Mandatory Mandatory Mandatory Mandatory Mandatory Mandatory If applicable Mandatory for Critical Response Service and PE MPF Reporting a PE MPF (Multi-Pair) problem PE MPF and include all ASIDs that are bonded or grouped and terminate to the same single RJ45. Test Results Physical Service Address Details and results of any test you have already completed. Note option to attach a file. Enter N/A if you have no test results. Address at which the problem occurs. Note: Automatically populated once Check is selected next to Universal Service ID. Mandatory Automatically populated only ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 141

143 Field Description Requirement Is this an emergency? Is the fault intermittent? Enhanced Care? Critical Response? Reporting Party: Name Mobile/Phone/ Preferred Contact Method Primary Contact: Name Mobile/Phone/ Preferred Contact Method Yes/No Note: Has default setting of No. If Yes is selected then: Additional fields display and must be completed: o o What is the Escalation Team Lead Name? What is the Escalation Team Lead Contact Number? Problem Urgency fields automatically populate. Yes/No Yes/No Note: If Yes, ensure you select the correct commitment from the Nature of problem dropdown list. These options only allow you to request ASAP Restoration. Yes/No Note: Has default setting of No. If Yes is selected then Problem Urgency fields automatically populate. If Yes, ensure you select the correct commitment from the Nature of problem dropdown list. These options only allow you to request ASAP Restoration. Name of person or department reporting the fault. Defaults based on user ID. The person or department to receive communication about the problem and contact details. The phone number provided should be a free phone. Note: Defaults based on user ID, but can be edited if required. Mandatory Mandatory Mandatory Mandatory Mandatory If an individual person then mobile or phone number must be provided. Mandatory Mobile or phone number must be provided. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 142

144 Field Description Requirement Site Contact: Name Mobile/Phone/ Preferred Contact Method Site Location Instruction Person who can give our workforce access to the service location. Note: Defaults if Same as Primary Contact checkbox is selected. Additional contacts can be included in the Problem Description field, if required. Comment about how to locate the site. Mandatory Mobile or phone number must be provided. If required Site Visit Instruction Comment relevant to visiting the site, e.g. key in letterbox. If required Site Health and Safety Instruction Any formal health and safety requirements relating to the site. If required Circuit ID Identifier for the circuit. If required Loop Wire Exchange ID Loop Wire Cabinet ID Problem Urgency: Impact Urgency Loop Wire Exchange ID. Note: Automatically populated once Check is selected next to Universal Service ID. Loop Wire Cabinet ID. Note: Automatically populated once Check is selected next to Universal Service ID. Problem urgency status selected from dropdown list. Note: Default values, as follows, will display: Standard default values: Impact = User Urgency = Low If you selected Yes in the field Is this an Emergency?: Impact = Emergency Urgency = Critical If you selected Yes in the field Critical Response: Impact = Critical Care Urgency = Critical Automatically populated only Automatically populated only Mandatory ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 143

145 Field Description Requirement Work Scheduling: Nature of problem Use the dropdown list to select the nature of the problem and the commitment required. Mandatory If the Nature of problem is the fault... Is voice-related and requires a standard commit Is broadbandrelated and requires a standard commit Is voice-related and requires an Enhanced Care commit Is broadbandrelated and requires an Enhanced Care commit Diagnosis is suggesting a cable fault (e.g. Battery, loop & earth test results) Is related to a failed install Then you should only select this when you raise a problem... Relating to a residential voice issue. Note: This applies to non Enhanced Care agreements. Relating to a residential data issue. Note: This applies to non Enhanced Care agreements. Relating to a business voice issue. Note: This applies to Enhanced Care agreements. Relating to a business data issue. Note: This applies to Enhanced Care agreements and PE MPF product. Where you believe the issue is cable related. When you experience an issue within 5 days of receiving a new service. Note: An indicative time will appear in the Indicative Estimated Restoration Time field when you have selected a commitment type. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 144

146 Field Description Requirement Scheduling Scheduling will default to the ASAP Restoration radio button. ASAP Restoration is selected to get the next available restoration time. This is presented as the Indicative Estimated Restoration Time. Request appointment is selected when a site visit is required. Click View Schedule to request an appointment. Result: The Appointment Schedule screen displays. Note: If the scheduling calendar is unavailable an error message will display, the Problem Report can still be submitted and the Assure team will manage the request. Mandatory Appointment Schedule screen Appointment Date range Calendar Appointment Schedule Appointment confirmation Set the Start date and End date to determine the range of calendar months available to select dates from. This defaults to the current month. If these are changed from the default then click View Schedule to update the calendar. Available dates are in bold. Click the date required. Result: The Appointment Schedule screen for that day displays. Unavailable times are greyed out. Click on the earliest arrival time required. Result: The earliest arrival time and latest arrival time are populated. Click on Reserve when the required times have been selected. Result: The confirmation screen displays. Select Accept to confirm and return to the entry screen or Change to return to the Appointment Schedule screen. Optional Mandatory Mandatory ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 145

147 View, amend or cancel problem report When to use Use this procedure to search for, view and amend or cancel a problem report in the Self Service Portal (SSP) after the report has been submitted. Note: Role A Problem Report cannot be: o o Amended, when it has a status of Pending Cancel or Closed. Cancelled, when it has a status of Service Given or Closed. Only some fields can be updated when the report is available for amending. Refer to Steps Amend problem report for further detail. Service Provider with Assure role Before you begin Ensure you are logged into the SSP. Steps Follow the steps below to: Search for problem report and view details Amend problem report Cancel problem report Approve or decline completion of problem report or status change Steps Search for problem report and view details Step Action 1 Navigate to the My Problem Management home page. Click the Search Problem button on the Search Problem Record panel. Result: The ASSURE: Problem Report Search screen displays. 2 Enter data into one or more of the following fields, then click Search: Problem Number Note: The problem report Problem Number field is case sensitive. Universal Service ID Customer Reference Status. Result: A Problem Report Results table is generated listing all problem reports matching the search criteria. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 146

148 Step Action 3 Click on the number in the Problem column to open the required problem report. Result: The ASSURE: Update Problem Report screen displays the selected problem report. 4 View the current status of your problem report at the top right hand side of the screen in the Status field. Requested status changes will display underneath this field. Note: If you have received notification that changes are requested, go to Steps - Approve completion of problem report or status change, in this procedure. 5 View actions that have been taken on the report by you or us in the Problem Report Activity table at the bottom of the screen. The five most recent actions are shown in the table. To see more actions click View All at the top of the table. Result: The ASSURE: Problem Report Notes screen displays. Note: You can filter the type of activities you want to see on the Notes page by using the Filter By: dropdown menu. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 147

149 Steps Amend problem report Note: Fields which may not be amended or edited are: o o o o USID Service Provider Details Physical Service Address Loop Wire and Circuit Details All other fields may or may not be edited, depending on the stage of the problem report. Fields are greyed out if they are not editable. Step Action 1 Open the required problem report on the ASSURE: Update Problem Report screen. Note: To locate the problem report see Steps Search for problem report and view details in this procedure. Update information as required: To amend these fields End Customer Experience Test Results Add Notes Work Scheduling Then Type details into the blank area next to the relevant fields, then click Append. Result: This adds new information, with a time and date stamp, to any existing information. Note: You will not be able to update the scheduling if you originally reserved a time using ASAP Restoration. You will not be able to update appointment times while the appointment is being scheduled (assigned status) but you will be able to request a new appointment once scheduling is complete. To change an appointment: Note: When changing an appointment, the new times are not reserved, so require an alternative time. The new times you have requested must be accepted by us before they can be considered confirmed. Click Change Appointment Result: The Appointment Schedule screen displays. Select the new date and time you require (as described in the work guideline) Click Date/Time 1 to update Date/Time 1. Another date and time may be selected and entered for Request Date/Time 2. This is optional. Click Accept. Result: The new dates you have requested display under Work Scheduleing. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 148

150 Step Action To cancel an appointment: Note: The cancellation will be manually processed by us. You will not be able to schedule a new appointment until the cancellation is confirmed. Click Cancel appointment Result: A confirmation message displays. Click Yes to proceed with the cancellation, or Result: The appointment updates to Pending Cancel status. Click No to keep the appointment For all other fields, except those which cannot be edited (as listed at the top of the table) type over existing information. 2 Click Update. Result: The ASSURE: Problem Report Update Acknowledgement screen displays confirming the update has been submitted. 3 Select Exit to return to the My Problem Management home page. What happens next? You will receive notification that the update has been accepted or rejected. Steps Cancel problem report Step Action 1 Open the required problem report on the ASSURE: Update Problem Report screen. Note: To locate the problem report see Steps Search for problem report and view details, in this procedure. Scroll to the bottom of the screen and click Cancel PR. Result: The ASSURE: Cancel Problem Report screen displays. 2 Click Submit to send the request to cancel the problem report. Result: The ASSURE: Confirm Cancel Problem Report Acknowledgement screen displays confirming the cancellation. Note: Problem report status will change to Cancel Pending and then Closed. 3 Select Exit to return to the My Problem Management home page. What happens next? You will receive a notification: If the cancellation is Accepted Rejected You will receive A notification that the Problem Report status has changed to Cancel Pending. Status then changes to Closed. An notification and the Problem Report status will not change. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 149

151 Steps Approve completion of report or status change Step Action 1 Open the required report on the ASSURE: Update Problem Report screen. Note: To locate the problem report see Steps Search for problem report and view details, in this procedure. On the top right hand side of the screen, read the message that displays below the Problem Report Status field. Click Approve or Decline to either authorise or refuse the change or closure. Result: If the problem report is Requesting to change status Then the Assure: Request for Approval Confirmation page displays. Completed and requesting to be closed Assure: Close Problem Report Confirmation page displays. 2 Enter any information in the Comments field. Note: If declining completion of the report you must provide an explanation. Click Confirm or Cancel. Result: The screen refreshes, and a message displays confirming your choice. 3 Select Exit to return to the My Problem Management home page. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 150

152 Introduction Section 5: Our ordering Processes This section includes process maps for end to end processes which show how to order a product using either the Self Service Portal (SSP) or B2B; and how that product is provisioned and the order closed. Processes included in this guide are described in the table below. Table 13: Our ordering processes included in this guide Process name Fulfil order for access product Fulfil order for prequalification Fulfil transfer order Fulfil bulk transfer management order Fulfil exception to BAU management order Fulfil enhanced provisioning managed management order Fulfil order for CPE accreditation Modify or cancel order This process shows what happens when you Order an access product, i.e. any access product not covered by a specific process listed below; how it is provisioned and the order closed. Order an automatic or manual prequalification, SLES cabinet prequalification or manual line test; how it is processed and you receive the results; and the order closed. Order a transfer; how it is provisioned and the order closed. Request a management order for a bulk transfer, how it is planned and scheduled, and the order closed. Request a management order for exception to BAU, how it is planned and scheduled, and the order closed. Request a management order for enhanced provisioning managed, how a quote is provided, and the order is provisioned and closed. Order CPE accreditation, including adding CPE to the accredited list and removing CPE from the accredited list. Request a modification or cancellation of an order that has been submitted. Ordering product via the SSP Service Providers who have been set up to do so may order products from us via the Self Service Portal (SSP). See Section 6 of this guide for step by step procedures for ordering via the SSP. Ordering product via the B2B Service Providers who use the B2B link to order products from us must use their own internal documentation for instructions on placing an order. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 151

153 Products available to order Service Providers using both the SSP and B2B will be able to view product offerings in the system if they are: Chorus regulated products, or Commercial products for which your company has an agreement with us. Note: If there are products covered in this guide which you cannot view in your system, then your company does not have an agreement with us to access those products if you require access please discuss with your Account Manager. Multiple product orders A sales order may contain multiple products, provided the products are from the same group as shown in the table below. Table 14: Multiple Product Groups for a single sales order Group Group 1 Group 2 Group 3 Product Offerings Automatic Prequalification SLES Cabinet Prequalification Manual Prequalification Manual Line Test UCLL Access SLU Access SLES Access NGHS Install SDP NGHS Install Next Generation CPE NGHS Integrate CPE NGHS Relocate SDP NGHS Wiring Add-on Premise Wiring Performance Enhanced MPF When placing an order It is your responsibility to provide information that is complete and correct in format and validity. Failure to do so may result in delays to the order being fulfilled. Ensure that you address any warnings you may receive before submitting your order. Failure to do so may result in a delay in your orders being processed, or rejected if information is missing or incorrect. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 152

154 How to read a process map The following diagram shows an example of a process map diagram with an explanation of the symbols used. Diagram 15: How to read a process map ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 153

155 Fulfil order for Access Product Process overview Use this process to order Access Products. Note: This is a generic process covering most Access Products, except those for which there is a specific process, as follows: Prequalification Automatic, Manual and SLES Cabinet and manual line test Transfers Business rules Bulk Transfers management orders Exception to BAU management orders Enhanced Provisioning Managed management orders CPE Accreditation. See the product outlines (as listed below) in Section 3 of this guide for relevant business rules. Related information See product outlines in Section 3 of this guide, for information about the product and how to place an order, for the Access Products covered by this process: Enhanced Provisioning Coordinated MPF Enhanced Care MPF Move Address MPF New Connection MPF Relinquishment MPF Tie Pair Change NGHS Install Next Generation CPE NGHS Install SDP NGHS Integrate CPE NGHS Relocate SDP NGHS Wiring Add-on Performance Enhanced MPF ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 154

156 Process map Fulfil order for Access Product ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 155

157 Fulfil order for Prequalification Introduction Use this process to order a Manual or Automatic Prequalification, a SLES Cabinet or a manual line test Prequalification. Business rules See the product outlines (as listed below) in Section 3 of this guide for relevant business rules. Related information See the product outlines in Section 3 of this guide for information about the product and how to place an order, for: Prequalification (automatic or manual) SLES Cabinet Prequalification. MPF Prequalification Manual line test. Process map Fulfil order for Prequalification ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 156

158 ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 157

159 Fulfil order for Transfer Introduction Use this process to place an order for a Transfer. Business rules See product outline: Transfers, in Section 3 of this guide for relevant business rules. Related information See the product outlines in Section 3 of this guide for information about the product and how to place an order for the products covered by this process. Transfers Enhanced Provisioning Coordinated. Note: Once a Transfer has been completed, the Cease Provider Billing notification is sent to the service provider that the customer has transferred from. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 158

160 Process map Fulfil order for Transfer ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 159

161 Fulfil Bulk Transfer management order Process overview Use this process to order, via a management order, a Bulk Transfer of 20 or more MPFs or end users onto your service. Business rules See the product outlines (as listed below) in Section 3 of this guide for relevant business rules: Bulk Transfers Transfers. Related information See product outline: Bulk Transfers, in Section 3 of this guide for information about the product and how to place an order. Additional information After release of your sales order, individual Product Order Instance IDs will be created and sent to ICMS to create service orders and generate an ASID. Individual orders will then be updated with the relevant status of Rejected or RFS Confirmed. Once you receive RFS Confirmed status, you need to individually track each Product Order for status updates need this as all orders are signed off individually by our Field Service technicians. If the RFS Confirmed date received is not as expected, then you should contact us immediately. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 160

162 Process map Fulfil Bulk Transfer management order ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 161

163 Process map Fulfil Bulk Transfer management order (continued) ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 162

164 Fulfil Enhanced Provisioning Managed management order Process overview Use this process to order, via a management order, the following: New Connection orders Move Address orders Transfer orders Field services orders, including NGHS and Premise Wiring. Note: Once the Enhanced Provisioning Managed quote has been accepted, all processes, systems and rules relating to standard UCLL provisioning and hand off procedures apply to the supplementary sales orders for the products being ordered, including rules for number porting. See the relevant product process maps for the processes followed after the quote has been accepted and supplementary sales orders have been submitted. Business rules See the product outline: Enhanced Provisioning Managed in Section 3 of this guide for relevant business rules. Related information See the product outline: Enhanced Provisioning Managed, in Section 3 of this guide for information about the product and how to place an order. Additional information After release of your sales order, individual Product Order Instance IDs will be created and sent to ICMS to create service orders and generate an ASID. Individual orders will then be updated with the relevant status of Rejected or RFS Confirmed. Once you receive RFS Confirmed status, you need to individually track each Product Order for status updates need this as all orders are signed off individually by our Field Service technicians. If the RFS Confirmed date received is not as expected, then you should contact us immediately. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 163

165 Process map Fulfil Enhanced Provisioning Managed management order ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 164

166 Process map Fulfil Enhanced Provisioning Managed management order (continued) ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 165

167 Fulfil Exception to BAU management order Process overview Use this process to place an Exception to BAU management order. Business rules See the product outline: Exception to BAU in Section 3 of this guide for relevant business rules. Related information See the product outline: Exception to BAU, in Section 3 of this guide for information about the product and how to place an order. Additional information After release of your sales order, individual Product Order Instance IDs will be created and sent to ICMS to create service orders and generate an ASID. Individual orders will then be updated with the relevant status of Rejected or RFS Confirmed. Once you receive RFS Confirmed status, you need to individually track each product order for status updates as all orders are signed off individually by our Field Service technicians. If RFS Confirmed date received is not as expected, you should contact us immediately. Process map Fulfil Exception to BAU management order ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 166

168 Process map Fulfil Exception to BAU management order (continued) ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 167

169 Fulfil order for CPE Accreditation Process overview Use this process to place an order for CPE Accreditation, including adding CPE to the accredited list and removing CPE from the accredited list. Business rules See the product outline: NGHS CPE Accreditation, in Section 2 of this guide for relevant business rules. Related information See product outline: NGHS CPE Accreditation, in Section 2 of this guide for information about the product and how to place an order. Process map Fulfil order for CPE Accreditation ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 168

170 ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 169

171 Modify or cancel order Process overview Use this process to modify or cancel an order which has already been submitted to us for fulfilment. Note: An order which has not been submitted (i.e. is a current transaction) may be modified or cancelled. In the Self Service Portal this is done using the Next or Previous buttons on the sales order and product order entry screens. Business rules The following business rules are relevant to this process: Sales or product orders may not be modified or cancelled after 3pm on the day prior to RFS Date (all products). When a sales order has a status of Completed it may not be modified or cancelled. A sales order can be cancelled prior to 3pm on the day before RFS Date unless one of the product orders in the sales order has a status of Service Given. A sales order can be cancelled if a Potential Waiter has not been resolved. Note: When you cancel a sales order, all the product orders within the sales order will be cancelled. If a sales order includes product orders in Service Given, a cancellation is allowed for product orders within the same sales order that are in a status before Service Given. Once processing has started for a sales order, you can modify the following until 3pm on the day before RFS Date: o o o o Contact details Job instructions Work scheduling details Delete an existing product order Note: You cannot modify a future effective RFS Date to bring it forward to tomorrow, unless it is an intact New Connection or a Relinquishment, which does not require a truck roll. For non-intact New Connections the next available date will be 2 days from the date of the modification, if submitted before 3pm. If a sales order includes product orders in Service Given, work scheduling details can be modified for other product orders within the same sales order that are in a status before Service Given. The following modifications must be made prior to 3pm 2 days before RFS Date: o o Adding a new product order (only UCLL, SLU, SLES or NGHS) Adding or removing the Enhanced Provisioning Coordinated product. Note: You can only add a New Connection prior to 3pm on the day before RFS Date if it is an intact New Connection, which does not require a truck roll. Important: If you want to add a product to a sales order, and your original order was confirmed for a date other than your requested RFS date, your request will be rejected. Create a separate sales order for the new product. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 170

172 You can only modify contact details, job instructions and RFS Date for sales order requests in Potential Waiter status. If a sales order includes product orders in Service Given, work scheduling details can be modified for other product orders within the same sales order that are in a status before Service Given. An order for an Automatic Prequalification cannot be changed, once submitted. If a change to an order for a regulated product results in cancellation of an end user site visit a fixed charge will apply. If you change an RFS date for an existing order for a regulated product, then all relevant service levels for that product, as defined in the SLA, will be started from the date of the change to the order and will be measured against the amended order. The following modification requests must not be made: o o o Modifying the HDP for New Connections, Move Addresses, Transfers and Tie Pair Changes Modifying the Appointment Requested? Flag Adding/Removing Performance Enhanced MPF to/from an existing UCLL/SLU New Connection or Move Address sales order request Important: SSP will allow you to submit the above modification requests but the request will not update in the backend systems. You must cancel the original order and resubmit a new order if any of the changes are required. The following modification requests will be automatically rejected: o o Modify sales order requests if remaining product orders fail to meet consistency validation rules. Refer to SLU + SLES compatibility rules for New Connection, Move Address, Transfer and Relinquishment. Add product order requests if at least one product order within the sales order is in Service Given status. See the relevant product outline for information about modifying management orders: o o MPF Bulk Transfer MPF Exception to BAU ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 171

173 Process map Modify or cancel order ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 172

174 Section 6: Self Service Portal COMMERCIAL / COPYRIGHT CHORUS Introduction This section includes hints, tips and step by step procedures for using the Self Service Portal (SSP). Note: B2B users will use their own documentation to perform similar activities to those described in the procedures in this section. Using the SSP Only authenticated/authorised users can access My SSP for provisioning or to report problems. Before using the SSP an individual user must have: Received training on the SSP A current log-in Activated their log-in on the SSP. SSP hints and tips This section details general information regarding use of, and navigation in, the SSP. Session Time-out SSP sessions will time-out after thirty minutes of inactivity. You will be redirected to the log-in screen when session time-out occurs. Any data entered for a new sales order, that has not been submitted, will be lost and a new sales order must be created. Buttons You will find grey and blue buttons throughout the SSP screens. A blue button, e.g. A grey buttons, e.g. Mandatory is currently active and can be selected. is currently inactive and cannot be selected. All mandatory fields are marked with a red asterisk *. These fields must be completed with valid information or an Incomplete Mandatory Fields error message is generated. You will be unable to progress until you have submitted valid information. Inactive fields Greyed out fields cannot be edited or selected in the system. Tips for navigating For quick navigation between SSP fields during data entry use the Tab key. To navigate Sales Order Management screens, use the tabs displayed at the top of the SSP screen, as shown below. These enable you to navigate quickly between SSP screens once mandatory details have been entered in each screen. The tab with the dark lettering indicates the current screen. Click on another tab to go to that screen. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 173

175 The table below describes what each tab is used for. COMMERCIAL / COPYRIGHT CHORUS Use this tab Choose Products Select Instance Product Order Details Work Scheduling Details Summary To Select products to be ordered on the sales order. Search for existing Product Instance IDs to link to this sales order. Note: This tab may not display for all products. Enter the details, such as customer details and address for each product on the sales order. Enter the RFS date and timeslot for the sales order. Note: This tab may not display for all products. View the products you have ordered and the status of your sales order. Note: For detailed instructions on ordering product using the SSP, see the procedure: Order product; and the relevant Product Outline in Section 3 of this guide. Schedule Reservation When placing an order for some products there is the ability to view available service company resources and book for a customer outcome/visit. The RFS/Appointment date and timeslot (AM or PM) are selected on the Work Scheduling Details screen. Details can either be entered manually or a list of available timeslots can be viewed using the calendar and selecting from it. When the Complete ASAP button is clicked, or the RFS Date is not entered, the nearest available timeslot is returned. The Reserved RFS Date and Reserved Appointment Timeslot (if applicable) fields are populated by the system. Calendar The following key applies to the dates in the calendar: Bold black indicates that this date has available timeslots Grey indicates this date has no available timeslots Red indicates weekends Bold Blue indicates currently booked date. ORDERING AND ASSURE GUIDE ACCESS PRODUCTS / V7.1 / 19 APR 2012 / PAGE 174