How to Track an LLU Fault Report

how to TRACK A LOCAL LOOP UNBUNDLING FAULT REPORT

Under the LLU Circuit option you can track Local Loop Unbundling fault reports and view the results in the Fault Search window.

You track an LLU circuit by:

1.	Select the Fault Tracking menu button.

2.	Select from the Fault Search window drop down menu select:
			and then select the Continue button.

The Fault Search window is separated into two areas:
§	the upper half allows you to enter criteria to search on a fault.
§	the lower half displays the result of the fault search.

How to Enter the Search Criteria
In the upper Fault Search window enter:

1.	The Search Text (fault number or alpha-numeric characters to be searched against). The search operation starts with the characters at the beginning of the search string.

2.	From the drop down menu select.

	One of the Search Field identifiers.		Circuit Number – BT's circuit identity. Customer Reference – number allocated by the customer. BT Reference – the alphanumeric number allocated by BT when a fault is created.
	One of the Sort Order identifiers		Report Date – numeric reports displayed in descending order. Customer Reference – displayed in alphabetic order. BT Reference – displayed in alphabetic order with the earliest reference first. Circuit Number– displayed in alphanumeric order. Status – displays the status of the fault as: § awaiting issue to an engineer, § fault issued to an engineer, § fault closed. Status Time – time in days, hours, minutes displayed in descending order and show how long the fault has been outstanding. Recent Updates - displays web updates in decending date and time order.

One of the Status Display identifiers.

Current Status – displays the current status of the fault in the repair process.

BT Updates – displays the BT update information entered by the Customer Management Centre personnel.

Note:
The search facility operates in two ways:

Searching by using the default Sort Order which takes into account your user account permissions and fault settings.

Searching on text or alpha-numeric characters entered in the SearchText field in conjuction with the Sort Order selection. In this instance your user account permissions and fault settings are ignored.

Only the settings which apply LLU will be displayed in the Fault Search window.

Settings with ticks in the check boxes indicate the search details which will not be displayed, except for My Faults Only which will display a list of faults created by you.

Notes:
1.	The settings displayed in the Fault Search window can be changed and applied to the current search. If you change the setting in this window the amendments will only apply to the current search session and will revert back to the original settings if you select a different option (e.g. Create Fault ) or at your next log in.
2.	To change settings so that they apply to all sessions, see eCo.Repair, Settings.

Setting which can be selected via eCo.Repair, Settings include:

Setting	Explanation
Hide Closed	Faults which are closed are not displayed.
My Faults Only	.Displays faults you have created through eCo.Repair.

How to Use the Fault Search Buttons
In the upper Fault Search window there are two buttons:

Help
Displays the Fault Search Help which provides Search Tips and Key details.

Refresh
Redisplays the Fault Search results using the current settings.

Download (LLU Circuits option selected)
Displays data from the Fault Search window in CSV file format within Microsoft Excel.

To download data

1.	Select the button. A Windows file download window will be displayed.

Note: depending upon your version of Windows installed this window may vary slightly.

2.	Select the Open option.

3.	Depending upon your selection:
	§	Open - opens a second Windows down loading window will be briefly displayed before the data from the Fault Search window is displayed in Microsoft Excel.
	§	Save - you will be asked to navigate to a location and save the file.
	§	Cancel - haults the download process.
	§	More Info - displays the help documentation

How to View the Search Result
The lower Fault Search window displays faults according to the settings and criteria entered:

If there are no faults which match the settings and criteria entered:

Displayed on the lower Fault Search window are the following search result headings:

§	Circuit/Tel No – the circuit identity.
§	Customer Reference – the customer name or number assigned by the customer.
§	BT Reference - the reference number assigned by BT on a fault report form.
§	Date Reported – the date the fault was reported.
§	Current Status –the status of the fault progress within BT.
§	Status Time – the time the fault has been in its current status.

Displayed within the search results are coloured icons which appear left of the circuit number and indicate when the last BT web update was received:

	web updates received from BT in the last 5 minutes.
	web updates received from BT in the last 5-10 minutes.
	Web updates received from BT in the last 10-30 minutes.
	Web updates received from BT over 30 minutes ago.
	fault created via eCo.Repair website.

Also displayed within the search results window is an envelope icon which appears left of the circuit number and indicates:

a web update has been received from BT and read (View Update tab, read update, select Mark Read button) by the user.

Note: The coloured icon is replaced by the envelope icon once the update has been read.

after an update has been read if the cursor is held over the envelope icon a caption is displayed.

An additional letter icon is displayed within the search results. There are two different letter icons which can appear left of the circuit number and indicate:

an appointment can be created for an engineer to visit a customer’s site to investigate a fault report.

an appointment booked by BT exists for an engineer to visit a customer’s site to investigate a fault report.

If you wish to view an appointment:
1.	Select the . The Appointments Manager window will be displayed:

2.	Select the Close Window button.

If you wish to create an appointment:
1.	Select the . The Appointments Manager window will be displayed:

2.	Select the Next button to create an appointment or select the Close Window button.

In the Current Status column, if the Status Display field displays BT Updates, text which is prefixed by an IIDS code can be displayed. These messages provide an explanation of the existing status of the fault. To view the IIDS codes and accompanying explanation see the relevant Product Handbook.

In the Tracking view you can Close Awaiting Retest. These faults are:
§	displayed on a white background.
§	the Current Status column displays the text Fault cleared, awaiting customer retest.
§	the Status Time column displays the text Close Fault.

The status of these faults is Cleared but not Closed.

You Close a fault by selecting:

and the following message will be displayed:

Select the OK button.
After a short delay the Tracking view will redisplay showing the fault as Closed:

How to View an LLU Search Result

To view fault details in depth:

single click on the LLU circuit number.

and the following window will be displayed. Select the tab required to view details:

If you select the Close button in the Report, Circuit Details, View Updates, Send Request and View Requests tabs the web window closes and you are automatically returned to the Fault Search window.

Report Tab

The Report tab displays:

Displays:

§	Telephone No.	§	Contact Name and Contact Telephone
§	Customer Ref.		Number.
§	Status.	§	Estimated Response Time.
§	Clear Date.	§	Fault Description.
§	Clear Details.	§	Last Web Update Message plus the date
§	Elapsed Time.		and person who read the message.
§	BT Reference.	§	Last User Request made plus the date
§	Report Date		and person who sent the message.

In the Update From BT tab the Last Web Update Message is displayed. The messages can consist of text, which is prefixed by an IIDS code and provides and an explanation of the existing status of the fault. To view the IIDS codes and accompanying explanation see the relevant Product Handbook.

Circuit Details Tab

The Circuit Details tab displays:

View Update Tab

The View Update tab displays:

No updates for this fault report.

or

Presents all the updates from BT and displays the:
§	Read and unread icon.	§	Update messages from BT.
§	Date and time of the update.	§	The Mark Read button.

Note: In the Updates from BT column text which is prefixed by an IIDS code can be displayed. These messages provide an explanation of the existing status of the fault. To view the IIDS codes and accompanying explanation see the relevant Product Handbook.

After you have read the update select the Mark Read button.

When you have read the update message the:

Closed envelope icon changes to an open envelope. A caption is displayed if the cursor is held over the envelope icon.		Mark Read/Read By field displays the name, date and time of the person who viewed the message.

Send Request Tab

The Send Request tab displays:

Provides the ability to send requests to the BT Customer Management Centre.

1.	From the drop down menu select the Request Type required.
2.	Enter a message in the Enter Request Information text field.
3.	Select the Submit button.
Note: There will be a short delay whilst the data is being process before you are returned to the Report tab.

View Request Tab

The View Request tab displays:

Displays all previously entered request and their status.

or

No requests for this fault report.

Nov 2008 Issue 08.11 eCo.Repair Version 6.0