how to CREATE A WHOLESALE MULTI-LINE FAULT REPORT

A PSTN analogue multi-line circuit is a single BT telephone number that can have a number of auxiliary line numbers. The auxiliary line number is denoted by a / followed by a number, for example:
	01202 123456/1
	01202 123456/2
	01202 123456/3
If a fault occurs on any of the auxiliary line numbers, the fault is registered by the telephone number plus the auxiliary line number.

Notes:
1.	To utilise this functionality you will require additional permissions on your eCo.Repair account.
2.	The fault report options displayed will correspond to your access permissions.

To create an Multi-Line Fault Report enter:
1.	A valid Multi-Line circuit number.

Note: You MUST enter the PSTN multi-line circuit number and the auxiliary line number for a line test to be performed.

2.	Confirm both the preliminary checks.
3.	Select the Accept button.

If you do not confirm both settings in the Preliminary Checks window a warning message will be displayed, see CREATING A FAULT REPORT, how to CREATE A PRIVATE CIRCUIT FAULT REPORT.

While eCo.Repair is searching and validating the multi-line fault relating to the fault number entered, the following window is displayed:

After your multi-line fault has been validated, if there is a fault currently open on the multi-line entered:

4.	Select the OK button.

 

Note: A Major Service/Network Outage message and date is displayed if an outage exists on the telephone number. This message and date is displayed as the outage may affect the completion of the fault on the telephone number.

At the base of this frame a Status bar provides details about the current state of the fault.

Note:If you select the Cancel button the create fault process is halted and you will be returned to the Create Fault Report window.

You can view recent faults by:
	§	Selecting and dragging down the Line Details slide bar to the base of the bar.
	§	Selecting the button.

If you select the Close button the Previous Fault window is removed from your screen and you will be returned to the Create Fault Report window.

At the base of the Wholesale Multi-Line Create Fault Report window Line Marker details are displayed:
Line Markers give Service Providers visibility of the network services on a line.
Note: The prescence of some Line Markers may cause an incorrect line test to be performed. eCo.Repair recognises these instances and suspends the line test service.

In the Create Fault Report window:

5.	From the Have you selected the correct line? drop down menu, select Yes or No to the question.
6.	From the Type of Fault drop down menu:
	Select one of the fault types.

Notes:
1.	If you enter a multi-line number and select from the Fault Type drop down menu:
	the following options can be chosen from the Fault Report drop down menu:
2.	The options displayed in the Select Service on Line drop down menu reflect the product application available to the individual circuit.
3.	If you choose the Select Service on Line option you can create a Fault Report for a specific service on your telephone line.
4.	The Select Service on Line details are displayed in the Create Fault Report window under the Supported Products heading.
5.	If you choose the Please apply Gain Balancing option a request for Gain Balancing will be created which will be evaluated by BT.
6.	If Please apply Gain Balancing is selected the normal fault details included in the Create Fault Report will not be progressed.

7.	From the Fault Report type drop down menu:
	Select fault report type.

The fault report type selected will determine if an appointment can be made for an engineer to visit the customer’s site.

WARNING: If you select one of the displayed Fault Report types a line test will NOT be performed.

If other services or equipment exist on your line they may interfere with the standard ISDN2 or PSTN line testing facilities and result in a line test not being performed. Also you may experience the same result if a major exchange problem exists as this will cause disruption to the line test facility. Note: You can still complete and progress a fault report normally without a line test.

8.	From the Confirm you accept any Time Related Charges drop down menu:
	Select one of the replies.

 

Note: For an explanation of Time Related Charges select the Explain button and the following message will be displayed:

9.	From the Any safety hazards on site? drop down menu:
	Select one of the replies.

Note: For an explanation of Any safety hazards on site select the Explain button and the following message will be displayed:

10.	The auxiliary line number which you entered in the Create Fault Report window is automatically displayed in the Line Number drop down menu.

11.	From the Do you have a direct relationship with the end customer? drop down menu, select Yes or No to the question.

The Do you have a direct relationship with the end customer? field allows you to identify and name third party Service Provider, for example:
	BT supplies,
		Blue Services Limited who supplies,
			Trading Limited.
The third party relationship (the premises the BT engineer will visit) is between BT and Trading Limited. There is no relationship between Blue Services Limited and Trading limited.

Notes:

1.	If you select Yes, the Who the Engineer is Representing? field is NOT displayed in the Create Fault Report window.
2.	If you select No, the Who the Engineer is Representing? field is displayed in the Create Fault Report window.

 

Note:

If you want to create multiple faults, Click on Select Line Option to select multiple lines.

 

On click of Select Lines button, all the lines related to the MultiLine numbers will be displayed in a pop-up window as shown.

Select the lines and press Submit button.

 

12.	Select the Continue button from the Create Fault Report window.

Notes:
1.	If you selected No to the question Confirm you accept any Time Related Charges the following message will be displayed: You will be required to select the Yes option in the Create Fault Report window before you will be able to proceed to create a fault report.
2.	If you selected Yes to the question Any safety hazards on site? the following message will be displayed:

WARNING: After you have created the fault you MUST raise a Web Request indicating any hazards related to the fault.

13.	Select the OK button displayed in the On-Site Hazards window.

Notes:
1.	If you select the Cancel button:
	will be followed by the message:
2.	Although the line test has been suspended you will be able to proceed and create a fault.

14.	Select the OK button.

Notes:
1.	A Line Test is performed to check the location of the fault .If the fault is located at the customer premises an appointment can be made for an engineer to visit the customer’s site.
2.	Also, the Fault Report type entered will have a direct bearing on the type of line test performed and the message displayed in the Line Test Results window.

Depending upon the Fault Report type selected one of the following windows may be displayed:

If the equipment type cannot be tested:

If the equipment is in use:

If the line test detects a fault at the customer site:

After the Line Test Results window has been displayed the Create Fault Report window appears:

Note: Click the

button in the top right of your screen to roll-up the

top panel so that the remainder of the information can be viewed.

15.	Enter your Contact Details:
	§	Name.
	§	Telephone.
	§	Extension.
	§	Fault Reference.

Notes:
1.	Your name and telephone number will be pre-populated from your logon and setting details.
2.	The Extension field will accept four alphanumeric characters.

16.	Using the slide bar on the Create Fault Report window scroll down to display further data entry fields.

If you enter a Wholesale Multi-Line telephone number which is a business line the End Customer Details fields will be displayed:

17.

Enter your Diagnostic Notes. The Diagnostic Notes field will accept up to 30 characters including the field name (Diagnostic Notes). If you selected Diagnostic Request from the Type of Fault drop down menu in the previous Create Fault Report window, you will be required to enter your reason for requested Gain Balancing in the Diagnostic Notes field.

18.	Enter Who the Engineer is Representing. Enter the name of the engineer who is representing the third party Service Provider.

Note: If you selected No to the question Do you have a direct relationship with the end customer? in the previous Create Fault Report window, the field Who is the engineer representing? will be displayed.

19.	Enter the Site Access/Contact Notes. The Site Access/Contact Note field will accept up to 35 characters including the field name (Site Access/Contact Note).

20.	Enter the Service Provider Name and your Company Name.

Note:The End Customer Details fields are only displayed if the telephone number entered is an Wholesale Multi-Line and business number.

21.	Enter the telephone number to which the Temporary Call Divert will be applied. The Temporary Call Divert field will only be displayed if a Temporary Call Divert has been requested.

22.

Select from the Use Carrier Pre-select drop down menu a reply.

23.	Select the Submit button.
	If you select the Cancel button the Create Fault Report process will be halted and you will be returned to the eCo.Repair, Create Fault Report window.

If the multi-line fault cannot be created:

 

 

The Status bar at the base of the window indicates that the fault has been submitted:

After a short delay the Submit Report will be displayed:

If you selected a Fault Report type which did NOT perform a line test you can now create an appointment for an engineer to visit the site by:

24.	Select the Continue button.

WARNING:
You will NOT be able to create an appointment if:
	§	a line test has not been completed,
	§	the fault is not located at the customer's premises.

After the Loading Appointment Details window has been displayed briefly:

25.	Enter the day, month and year in the Preferred Date fields.
26.	Select the appointment time from Appointment Time - Slot drop down menu.

27.	In the Access Notes field enter:
	§	Contact name.
	§	Contact telephone number.
	§	Site access details.

28.	Select the Next button. If you select the Close button the fault report will saved without an appointment.

Next the Checking Appointment Booking window is displayed:

Note: If you select the Close button before selecting an appointment slot the appointment will not be created.

29.

Select an appointment from the available list by clicking on a time-slot.

Note: Because there is no validation, once you have selected a time slot the appointment is automatically created.

The Creating Appointment window is display briefly:

The date and time of the appointment is displayed in the Appointment Manager window. To confirm the appointment:

30.	Select the Close button. You will be returned to the Create Fault Report window.

 

31.	In case you are creating multiline faults, On Successfull creation of fault, following window will be displayed with the BT referance number and user will be asked to click on Continue button to continue with the fault creation on remaining lines, as shown

Click on the Continue button, to continue with the fault creation process on the remainig lines. Progress bar will be displayed as shown

Fault Summary report will be displayed after the creation of faults

On click of Cancel button a consolidate summary report will be displayed on the successfull creation of faults on all the lines as shown below.

 

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Nov 2008    Issue 08.11   eCo.Repair Version 6.0

© British Telecommunications plc 2009