eircom Wholesale Unified Gateway Training Data Fault Logging

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eircom Wholesale Unified Gateway Training
Data Fault Logging
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Training Overview

• Data Fault Logging
• High Level Functionality
• Navigating to Data Fault Logging Screen
• Logging a Data Fault
• Data Fault Tracking Searching

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Data Fault Logging High Level Functionality

• High Level Functionality
• New functionality on the wholesale Unified
  Gateway will enable customers to directly log
  faults for all products within the eircom
  Wholesale data product portfolio. This includes
  - Wholesale Leased Lines- Sub 2 Meg
  Channalised- PPCs ( CSH ISH Transport Links /
  EULs Subsidiary Links ) - Interconnect
  Circuits
• Once a fault has been logged and accepted - real
  time status updates can be viewed via the Fault
  Tracking screens.
• All transactions on the Unified gateway are
  identified by a specific order type the new
  order type for Data Fault Logging will be FDC -
  Fault on Data Circuit .
• Once this order type has been accessed from
  the main menu then the user will be presented
  with an online screen questionnaire which must be
  fully completed in order to log a fault.

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Data Fault Logging High Level Functionality

• Fault Tracking and Status Updates
• Real time status updates will be provided for all
  data faults submitted via the UG. Users will be
  able to track their faults using the on-line
  Order Tracking Menu using the following search
  criteria
• - Customer Fault Reference
• - UG Reference Number
• - Circuit ID
• - Date Logged- Status Date- Current Status
• The list below provides details of all the
  possible status updates that are available from
  the eircom fault management systems that will be
  visible on the UG
• - Accepted / Rejected
• - Reported
• - Response
• - Assigned to Crew
• - Dispatched to Crew
• - Park
• - Un-park
• - Feedback
• - Confirmed Clear Temp
• - Unconfirmed Clear Permanent
• - Confirmed Clear Permanent

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Getting Started - URL / Log On

• Use the link below to log on to the Ordering
  Portal
• https//ugweb.eircom.ie/onlinegui/
• Enter your Username, and enter your Password

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Logging A Data Fault
Menu Tool Bar Hold On DP Faults to get Access to
Sub-Menu
Menu Tool Bar Hold On DP Faults to get Access to
Sub-Menu

• - Please note that all screen shots have been
  taken from the test system are therefore
  subject to change
• - Access to menu items is granted by eircom
  Wholesale and is dependant upon contractual
  arrangements
• -This screen shot displays ALL possible menu
  items

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Logging A Data Fault
Sub-Menu Options Select DP Fault Tracking to
view the status of an existing fault
Sub-Menu Options Select FDC- Fault on Data
Circuit to log a new data fault

• Please note that all screen shots have been
  taken from the test system are therefore
  subject to change
• Access to menu items is granted by eircom
  Wholesale and is dependant upon contractual
  arrangements
• This screen shot displays ALL possible menu
  items

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Logging A Data Fault Step 1
Enter Circuit ID
Click on Down Arrow to display specific circuit
type then select circuit type . If un-sure of
exact circuit name select Generic Data Product

• Mandatory Fields

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Logging A Data Fault Step 2

• Once the offer has been selected the system will
  then display the appropriate fault questionnaire
  - in this screen shot we have
• selected the generic data product and are
  waiting for the fault questionnaire to be
  displayed ( usually 1 / 2 seconds )
• Please be advised that all fields marked with a
  are mandatory failure to complete these
  fields will mean that it will not be possible to
  log the fault

Wait Display
Screen loading indicator
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Logging A Data Fault Fault Validation
Principles

• The system will validate the following attributes
  prior to fault submission
• - All mandatory fields on the fault logging
  questionnaire are completed- All data is in
  the correct format e.g. telephone numbers / email
  addresses /dates etc
• The system will validate the following attributes
  after fault submission- Circuit number is
  valid and the circuit active- Circuit belongs
  to the operator wishing to log the fault- That
  the product / offer details selected match the
  offer /product details in the eircom fault
  handling system
• If you are in any doubt as the product / offer
  correct name please select the generic data
  product . Doing this will mean that the fault
  will not be rejected because the product / offer
  description does not match the information held
  on the eircom fault handling system even though
• the circuit is active and the circuit number
  valid

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Logging A Data Fault Fault Logging
Questionnaire

• This screen shot show the top section of the
  fault logging questionnaire the circuits
  details and circuit type remarks section is
  displayed - the questionnaire is displayed on a
  single web page and users will need to scroll
  down the screen to access all the sections

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Logging A Data Fault Fault Logging
Questionnaire

• This screen shot shows the lower section of the
  questionnaire which includes contact details ,
  reference number submit

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Logging A Data Fault Request Details

• The Request Details section includes 2
  components Report Type Alarm Clock Date
  Time
• The user can select the appropriate fault
  description / request from the drop down list
  that is displayed here we have selected
  Circuit Hard Down
• You may also select an alarm check for a
  particular circuit and specify the date time

Alarm check Request You must enter date
time for the request
Report Type Drop down list- Here we have
selected Circuit Hard Down
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Logging A Data Fault Request Details

• Alarm Clock date time must be entered as DD-
  MON- YYYY-HHMM

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Logging A Data Fault Additional Details

• Access to customer site times there are 3
  options in the drop down menu 24x7 , 09.00 -17.00
  Mon to Friday other here we have selected
  24x 7
• A second data entry field has enables the user
  to record any other access times

Access to Customer Site drop down menu 24x 7
has been selected
Alternative Access times ( if required )
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Logging A Data Fault Additional Details

• The next 3 questions are Yes / No questions
  again the response must be selected from the
  drop down menu -

Drop down options of Yes / No Has the power
supply been checked ?
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Logging A Data Fault Contact Details

• The contact details section requires two
  different types of contact to be recorded
  Liaise Contact Site Contact - Both a Liaise
  contact a Site contact must be recorded
  otherwise the fault report will not be accepted

Contact Details Section
Click on add to display additional contact
details fields
Contact Type Drop down section list. All
details e.g. name , telephone email must be
entered
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Logging A Data Fault Contact Details

• After clicking on Add an additional contact
  details section is displayed there is an
  option here to add or delete additional contacts
  please note that the fault must include at a
  minimum details for both a Site Liaise contact

Liaise contact details
Site contact details
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Logging a fault Reference Number

• You may add your own reference number or leave
  this blank and a unique reference will be
  provided by the system the reference
  number used here can then be used to track the
  status of the fault via the fault tracking screens

Reference Number field can be left blank in
which case a ref no will be set by the system
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Possible Rejection Scenarios - Fault Recording
Stage

• The fault can be rejected prior to being logged
  due to any errors in the completion of the
  on-line questionnaire. This can include for
  example mandatory sections not completed ,
  incorrect telephone number formats , incorrect
  email format etc
• The system will provide you with details of the
  issue you are then able to return to your
  fault logging screen to correct the issue note
  the fault ref entered or provided once you
  have clicked on submit will remain the same

Here we see a reject due to invalid format value
for an e.mail address the _at_ was left out

• You have the option to return to the fault
  logging screens and correct the issue no data
  will have been lost

There is no limit on the number of times that you
may return to your fault logging screen
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Fault Logging Fault Recorded Screen

• If all the required sections of the fault
  questionnaire are completed and there is no
  invalid data formats then once you click on
  submit - you will see that the fault has been
  successfully recorded . The status will then be
  available to view via the fault tracking
  screens
• Please note that at this stage validation has
  been against GUI recorded data mandatory fields
  only even though the fault has been
  successfully recorded if could still be rejected
  following full validation against eircom
  downstream fault handling systems e.g. for
  example circuit ID could be invalid

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Fault Tracking Screens
Select DP Fault Tracking to view the status
faults
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Fault Tracking
Click on drop down Search by menu to display
search filters
You can filter your search by telephone Number (
circuit ID for data faults ) / Reference
Number / Date Logged / Status Date Current
Status
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Fault Tracking Summary Screen

• The first fault tracking screen is a summary
  screen which displays all active faults at a high
  level showing the fault reference , date
  logged current status there may be multiple
  screens to view, depending on the number of
  active faults

Fault Ref Number
Circuit ID
Time Date Logged
Current Status of Fault
Time date of last status change
Click to view next screen
Details of number of screens to view e.g. 20
records page 1 of 2
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Fault Rejection - Displayed on Fault Tracking
Screens

• Here we can view a fault that was successfully
  recorded i.e. accepted allocated a reference
  number
• Following validation against eircom downstream
  systems it was rejected as the circuit ID was
  found to be invalid

Reference Number provided after successfully
recorded
Status - Rejected
Reject Reason Invalid Circuit ID
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Fault Tracking Detailed Screen

• Once you click on any specific fault you are
  taken to a detailed summary screen - this screen
  shows the status history of the fault in
  descending order with the latest current status
  being displayed first

• By clicking on Details you may view all the
  details recorded on the original fault logging
  questionnaire

Current Status displayed first this fault is
now in pending Clear status
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Fault Tracking Summary Screen View fault
Details

• Here we have clicked on Details and we can
  view all the date we input into the original
  fault logging questionnaire