Transcript SP Experience Issue 1_Eclipse

Simultaneous PSTN and
Broadband Provision Process
Incorporating Broadband Movers
Issue 5
Terminology
PSTN is used to denote a BT Retail PSTN line or a Wholesale
Line Rental (WLR2 or WLR3) line
Broadband is used to denote any ADSL Broadband Product
available for new supply from BT Wholesale
What is the Simultaneous Provision Process?
Where a customer places an order for PSTN service and an
order for Broadband service, and the orders are linked
together by BT
This reduces the overall lead time for the Broadband service,
since the customer does not have to wait 5 working days (i.e.
standard provision lead time) after the PSTN is delivered
• Where a customer is moving, the Simultaneous Process allows the
customer to have no break in service
• The Simultaneous Process overcomes Tags On the Line at the target
premises
Broadband Movers
The ISP is responsible for managing the cease of the
Broadband at the End User’s old premises
Where the End User chooses to have Broadband from the
same ISP, the cease can be effected by choosing the
AutoCease option (specifying the circuit to be ceased)
• The AutoCease is initiated (with a 0-day lead time) once the new
Broadband has been provided, thus automatically catering for
customer date changes
Lead times for Simultaneous Provision
Standard PSTN delivery lead times apply
The minimum lead time for Broadband delivery is 5 working
days (even if the PSTN lead time is less than this). The
Broadband will only be delivered upon completion of the
PSTN delivery (even if this is more than 5 working days)
For example:
PSTN Delivery Lead Time
1 day
3 days
5 days
5 working days
7 working days
9 working days
Broadband Delivery Lead Time
5 working days
5 working days
5 working days
5 working days
7 working days
9 working days
When would Simultaneous Provision be used?
New provision of both PSTN and Broadband services,
including as a result of a move of premises
Migration from MPF or Cable (with or without LLU / Cable
Broadband) to PSTN with Broadband
Change of PSTN Provider with provision of new Broadband
• BT Wholesale and Openreach are working to allow parallel orders
(transfer and provide) to cover this scenario
Change of both PSTN and Broadband Providers
• BT Wholesale and Openreach are working to allow parallel orders
(transfer and Provide with MAC) to cover this scenario
In all scenarios, Number Retention may apply
In all scenarios, Number Portability may apply
Process exclusions
Delivery of Broadband on a non-working day
Delivery of Broadband on a Temporary service line
Delivery of Broadband on a Multi-line installation
Delivery to Greenfield sites or Unmatched addresses
• BT Wholesale and Openreach are working to enable Simultaneous
Provision in these scenarios
Where the postcode is not recognised by BT Wholesale
systems
• BT Wholesale are working to enable Simultaneous Provision in this
scenario
Process Overview (Simple)
CP Places Sim
PSTN Order
End User
Contacts
Providers
SP Places Sim
Broadband
Order
Orders
Matched
The PSTN will be
delivered even if it
has not matched
Dates Aligned
PSTN
Delivered
The key point of the
Simultaneous
Provision process is
matching the orders
together
Broadband
Delivered
The Broadband can
only be delivered if a
match is made
Process Overview (Detailed)
Customer
I want
(PSTN and)
Broadband
I am kept
informed of
progress
Matched
Committed
Date may be
different
Rejected
Cancel – no
match
Cancel –
unable to
provide
Create SMPF
order
Receive
KCI1.5
Receive KCI2
Assigned
ISP
BT
Wholesale
Submit Sim
Broadband
order
Sim PSTN
order placed
I get
(PSTN and)
Broadband
Delayed
Rescheduled
Completed
Receive KCI-D
Delayed
Receive KCI-D
Rescheduled
Receive KCI3
PSTN / SMPF
delay
PSTN date
changed
PSTN
delivered
How does Matching work?
Simultaneous Broadband orders are placed against a
postcode and include a “Matching Reference” (also known as
Linked Order Reference Number or LORN)
Simultaneous PSTN orders are placed against an address
(hence the postcode is known) and include a “Matching
Reference”
These two fields (postcode and “Matching Reference”) are
used to match the two orders together
• Note that the last two characters of the postcode are ignored for
Matching purposes
It is therefore vital that the correct Matching Reference is
quoted on both orders
The Matching Reference
The End User can contact their PSTN and Broadband
providers in whichever order they choose. Note that they
could be the same provider
The first provider contacted must generate the Matching
Reference which the End User should quote when contacting
the second provider. Both providers should submit the order
with this Matching Reference
• If the ISP is the first contact, the Matching Reference should consist of
a 3-character prefix followed by a maximum of seven unique alphanumeric (i.e. 0 to 9; A to Z) characters unique to the order. For
example - ABC1234567
• ISP’s can use any reference however, it is recommended that you use
the ABC1234567 (10 character) format.
The Simultaneous PSTN Order Checker
If the ISP is the second provider contacted, the Simultaneous
PSTN Order Checker can be used to confirm that the PSTN
order has been raised as a Simultaneous order
This tool is available to all ISPs via the BT Wholesale portal
To request access to the PSTN Simultaneous Order Checker:
• Email [email protected]
• Subject line should be “Access request for PSTN Simultaneous Order
Checker”
• Body should contain userids to be enabled
ISP Order Handling
ISP is first contact
ISP is NOT first contact
1. Create Matching Ref
1. Ask End User for Matching
Ref and Postcode
2. Place Sim Order (minimum 5
working days lead time)
3. Provide Matching Ref to End
User
4. Tell End User to contact PSTN
Provider asap and give them
the Matching Reference
2. Check for order via PSTN
Checker
• If not found, the End User will
need to contact their PSTN
provider to ensure the order
is amended to Simultaneous
3. Place Sim Order (minimum 5
working days lead time) with
Matching Ref provided by End
User
Timeouts (no match)
If no matching PSTN order is found by CRD minus 2 working
days (the CRD being that of the Broadband order), the
Broadband order will “time out” and be cancelled
Hence the necessity for confirming the PSTN order is
simultaneous (via the PSTN Checker) or instructing the End
User to contact their PSTN Provider asap
Date Alignment
Broadband cannot be provided before the PSTN
The minimum lead time for Broadband is 5 working days
• If the PSTN date is after the Broadband date, the Broadband date will
be realigned to match the PSTN date
• If the PSTN date changes, the Broadband date will be realigned to
match the PSTN date
- The Broadband order can never have a lead time of less than 5 working
days and cannot be delivered before the original requested CRD
Cancellations
Broadband orders may be cancelled by BT Wholesale for
normal reasons (e.g. incompatible line technology). ISPs can
also cancel Broadband provision in the normal manner
• In either case, the PSTN order will not be cancelled
If the PSTN order is cancelled, the Broadband order will be
cancelled
Delays
Broadband delays will be displayed in the normal manner on
BBCR
PSTN delays will obviously delay Broadband provision.
Currently, these are not displayed on BBCR
• BT Wholesale and Openreach are working to enable these delays to
be displayed on BBCR
Tips
• Before placing an order in the system it is recommended that a check is
carried out to determine whether Broadband is available at the target
address. As a reminder, ISPs can use the availability checker in
www.btwholesale.com for this purpose
• There is no need to know whether the PSTN order is a Start or a Provide
at the point of placing the Simultaneous Broadband order. The ISP need
only place the Broadband order, and BT will deal with the rest
• ISPs are advised to place the Simultaneous Broadband order with as
much notice as possible. It is not necessary that the orders are placed on
the same day as the PSTN order
• If the End User queries the ISP about the Status of the PSTN order,
please direct them to their PSTN provider. The Broadband Service
Management desks do not have access to this information
• If the customer is having PSTN delivered within 5 working days, ISPs can
still place a Simultaneous order and Broadband will be delivered in 5
working days