Assurance

1
Assurance
The information presented is indicative only and
is subject to change. Openreach will seek to
minimise any changes made and will endeavour to
inform CP's of any changes which are required to
be made as soon as possible
Colin Rushford 26/09/06
2
Agenda

• Major Changes from ECO Repair to EMP
• EMP New Functions
• CRs requiring further development
• Q A

3
Major changes from ECO Repair to EMP

• WLR2 WLR3
• EMP will support assurance for WLR2 and WLR3
  Lines
• Single Point of Entry
• The same gateway will support WLR3 fulfilment
  and assurance
• Availability
• EMP System will be available 24 x 7 x 365
  excluding scheduled outage time
• Pre-Fault
• DS provides an opportunity for the CP to perform
  pre-fault processing with EU
• Line Test
• Line test is required for all faults, leading to
  better diagnostics and fault reporting

4
Differences from ECO Repair to EMP Cont

• TCD Remain active on fault Clear Message
• TCD will be removed on CP confirming the close
  or when cleared message response times out
• CA Faults
• On line test indicating MFL CA customer will
  lead you to make an appointment
• Duplicate Faults
• EMP will high light duplicate faults.
• Escalations
• Requested via the XML B2B gateway which will
  lead to better tracking
• Fault History
• EMP will return fault history regardless of
  previous ownership history
• KCIs
• More updates (KCI) than currently leading better
  management of faults

5
Current New Functionality
6
10 New Functions for Day One

• Line test dialogue service
• Appointing dialogue service
• Fault status update (KCI)
• Transfer of open faults
• Authorisation banding
• Re-banding
• Fault history
• Goodwill fault
• Non- CLI damage fault
• Incident notification MSOs

7
Line Test Dialogue

• Key Points
• Designed to be used when in dialogue with EU
• Clear indication of test outcome
• Clear indication of fault location (MFL)
• Indication when appointment is needed
• Care level returned
• Diagnosis code
• Diagnosis message

8
Appointing Dialogue Service

• Key Points
• Designed to be used when in dialogue with EU
• CP can control the start date of the appointments
  returned
• Up to 20 appointments to choose from returned
• Can be used to re-appoint current faults
• Can be used regardless of care level

9
Fault Status Update (KCIs)
10
Transfer Of Open Faults

• Key points
• All Faults types within the EMP transferred
• All Fault information supplied to CP
• Faults notified with time to amend fault
• Faults at issue stage or within 24hrs of issue
  will not be transferred
• Associated charges up to the point of transfer
  charged to losing CP

11
Authorisation Banding

• Key Points
• Banding authorisation for non-regulated network
• Banding is required on all fault reports
• Openreach will only charge up to the banding
• TRCs at the confirmation of close fault

12
Re-banding

• Key points
• Advice of new band required to complete work
• Job completed on current fault report
• Banding guaranteed not to change on second visit
• No over-run of cost

13
Notifications of MSOs

• Key points
• Unsolicited notification of MSOs
• Reported to CP on notification to Openreach
• Ongoing up-dates
• Information supplied
• Exchange area code Exchange name
• Number range Est. completion date/ time
• Incident Category Fault Cause
• Extended Outage Reason Close time date

14
Fault History

• Key points
• Requested Via the XML B2B
• Closed faults history returned
• EMP held fault history returned
• 90 days history regardless of previous ownership
  history

15
Third party faults

• CP can advise of possible faults on non-owned
  lines
• Reports only via the XML B2B gateway
• Openreach will inform owning CP of possible fault
• Non- CLI damage fault
• CP can report damage to the Openreach network
• Non CLI related
• Dummy number supplied to CPs

16
CRs Requiring Further Work

• One off upgrade of care level
• The EMP will allow a chargeable upgrade of a care
  level at the point of reporting a fault. This
  upgrade will only be affective for the fault
  reported. Any other faults reported will be
  treated as indicated by the care level on the
  installation details.
• Migrate 3 months of fault history from non EMP
  stack
• The EMP system will, on migration of a CP from a
  non-EMP to an EMP stack, will migrate 90 days of
  faults history (only closed faults reports) from
  the non-EMP stack to EMP
• Routine repair work (Wave 3)
• There will be a mechanism supporting Openreach
  contacting a CP to book an appointment with their
  end user for routine repair work that requires
  site access

17

• Q A