How to Create an ISDN2 or PSTN Fault Report

how to CREATE AN ISDN2 OR PSTN FAULT REPORT

ISDN2, ISDN2 Home Highway or PSTN faults are BT telephone numbers which are channelled through BT telephone lines.

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 ISDN2 or PSTN Fault Report enter the following:
1.	A valid ISDN2 or PSTN telephone number.
2.	Confirm both the preliminary checks.
3.	Select the Accept button.

Notes:
1.	If you do not confirm both settings in the Preliminary Checks windows a warning message will be displayed, see CREATING A FAULT REPORT, how to CREATE A PRIVATE CIRCUIT FAULT REPORT.
2.	To display the create fault process a PSTN telephone number has been used.
3.	If the number is a single number DDI number then the following message will be displayed You can create a fault against this SNDDI number.

While eCo.Repair is searching and validating the ISDN2 or PSTN fault relating to the fault number entered, the following window is displayed:

After your ISDN2 or PSTN fault has been validated, if there is a fault currently open on the ISDN2 or PSTN number entered:

4.	Select the OK button. If PSTN number is entered the following screen appears:

Else the following screen appears:

If WLR3 - PSTN or WLR3 - ISDN number is entered the following screen appears:

Note: WLR3 PSTN / ISDN faults cannot be raised by accessing eCo Repair ROBT. Please note the create fault Message. To raise a fault on such type of circuits BTW Customer Service Management Center needs to be contacted. Once the fault is raised you are encouraged to track the fault and view progress updates using eCo Repair

If you have entered an ISDN2 Home Highway telephone number the following Line Details window will be displayed:

The telephone numbers displayed in the Line Details window consist:

§	Telephone Number - is an ISDN2 telephone number.
§	Directory Numbe r 1 - is an PSTN telephone number.
§	Directory Number 2 - is an PSTN telephone number.

Select a radio button next to the number you want to create a fault report for.

Note: Although one ISDN2 Home Highway and two PSTN telephone numbers are displayed, to view a recent fault you must select the corresponding radio button for the ISDN2 or PSTN telephone number before selecting the View Recent Faults button.

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 ISDN2 and ISDN2 Home Highway 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.

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

§ Selecting the button.

Progress bar will be displayed.

If MSO is present on that circuit id then Information will be displayed in a pop-up window, as shown below.

If the circuit is not involved in MSO following pop up window will be displayed.

If there is problem in fetching the details then following pop up window will be displayed .

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 Fault Type drop down menu:
	Select one of the fault types.

Following is TRC :-

On Click of Explain following screen will apper

Notes:
1.	If you enter an ISDN2 or PSTN telephone number and select from the Fault Type drop down menu:
	ISDN2 or PSTN Number	PSTN Number Only

	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 line.
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 Slow Dial-up Speed option a request for Gain Balancing will be created which will be evaluated by BT.
6.	If Slow Dial-up Speed is selected the normal fault details included in the Create Fault Report will not be progressed.

7.	From the Fault Report drop down menu:
	Select a fault report type.
Note: If you enter an ISDN2 telephone number two extra Fault Report selections will be displayed:

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.	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. If the Retailer information is present on CSS, then the above mentioned field (Do you have a direct relationship with the end customer?) will not be displayed.

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. However if the retailer information is present, then this field will not be displayed.

11.	Select the Continue button. If PSTN number is entered the following screen appears:

After answering all the questions Click the Submit button:

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.

12.	Select the OK button.

Notes :
1.	If you select the Cancel button:
	will be followed by the message:
2.	If you enter an ISDN2 telephone number, select the Cancel button, after the Line Test window has appeared the message Line Test Cannot be Completed is displayed in the Line Test Results window.
3.	Although the line test has been suspended you will be able to proceed and create a fault.

13.	Select the OK button.

If the line test fails the following window is displayed:

Once the Line Test has been performed the results are displayed:

After the Line Test Results 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.

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

Notes:
1.	Your name and telephone number will be pre-populated from your Fault Report form.
2.	The Extension field will accept four alpha-numberic characters.

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

If you enter a ISDN2, PSTN or Wholesale multi-line telephone number which is a business line the End Customer Details fields will be displayed:

If the Retailer information is present on CSS, then the following screen will be displayed.

you can choose whom the engineer should represent while making an end user premise visit. You can choose from the options - CP or Retailer.

16.

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 reqiured to enter your reason for requested Gain Balancing in the Diagnostic Notes field.

17.	Enter Who the Engineer is Representing ? Enter the name of the engineer who is representing the third party Service Provider. If the Retailer information is present on CSS then this field will not be displayed.

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

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

19.	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 ISDN2, PSTN or a Wholesale multi-line business number.

20.

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.

If the number is an ISDN2 number then you can apply Temporary Call Forward. Option for carrier Pre-Select will also be provided.

If the number is a Highway number then you can apply Temporary Call Forward to the ISDN line and Temporary Call Divert to the 2 PSTN lines.

21.

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

22.	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.

The Status bar indicates that the fault has now 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:

23.	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:

24.	Enter the day, month and year in the Preferred Datefields .
25.	Select the appointment time from Appointment Time - Slot down menu.

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

27.	Select the Next button. If you select the Close button the appointment will not be created.

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 .

28.

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 displayed briefly:

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

To confirm the appointment:

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

Nov 2008 Issue 08.11 eCo .Repair Version 6.0