how to TRACK A WEB CALL CONNECT FAULT REPORT
Under the Web Call Connect option you can track and view the faults in the Fault Search view.


You can track a Web Call Connect fault 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.


If you select the Web Call Connect option from the Fault Search drop down menu:

 

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.



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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 begining 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 to the customer.

 

BT Reference – the alpha-numeric 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.


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 Search
Text 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 to the selected fault type (Web Call Connect faults) 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 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.

 

 

 

3.   Select the Refresh button and after the search has been completed the fault will be displayed.

If you select the Help button the  Fault Search Help provides Search Tips and Key details.


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


Help
Displays the eCo.Repair on-line Help documentation.



Refresh
Re-displays the Fault Search results using the current settings.


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How to View the Search Results
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 number.

§         Customer Reference – the customer name or number assigned by the customer.

§         BT Reference  -  the reference number assigned by BT on the fault report form.

§         Date Reported – the date the fault was reported.

§         Current Status –the status of the fault at present.

§         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 an envolope 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.




If you set a temporary call divert on your telephone number during the Create Fault Report process, coloured icons will be displayed to the left of the number indicating the status of the temporary call divert:

the temporary call divert has been requested.

the temporary call divert has been has been applied and all calls are transferred to a different number.

the temporary call divert has been has been removed and all calls are transferred back to your number.

the temporary call divert has failed to divert your number.


Note: A caption is displayed when the cursor is held over a temporary call divert icon:
                             




An additional letter icon is displayed within the search results.   There are three 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.

 

indicates that an engineer has missed the appointment to visit a customer’s site to investigate a fault report.

 

 

If you wish to change an appointment:

 

1.     Select the icon.

        The Appointments Manager window will be displayed:

 

 

 

2.    Select the Change Appointment button.

 

For information about how to create or change a booking, see How to Create an Appointment.


In the Tracking view you can Close faults 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 re-display showing the fault as Closed:






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How to View a Web Call Connect Search Result

 

To view faul details in depth:

single click on the telephone number.

 

 

 

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



If you select the Close button in the Report and Circuit Details tabs you are automatically returned to the Fault Search window.




Report Tab
The Report tab displays:




Displays:
§ Tel No.   § Report Date.
§ Cust Ref.   § Contact name/telephone number.
§ Status.   § Fault Description.
§ Clear Date and Clear Details.   § Diagnostic Questions.
§ Elapsed Time.   § Last Web Update Message.
§ BT Reference   § Last User Request made.



The following information can also be displayed on the Report Tab:

Fault Cleared Details:
Closed Fault Details:
Temporary Call Divert Details:
Estimated Response Time Details:
 Time Related Charge Details:





Circuit Details Tab
The Circuit Details tab displays:



Note: NO Address, plus A or B end Details are displayed.




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How to Create an Appointment

Enables you to create an appointment to specify the date and time an engineer will visit a customer's site.

 

 

With the Fault Search window displayed:

 

1.      Enter the Search Text (fault number or alpha-numeric characters).

or

Select the scroll bar on the right side of the window and drag it down until the fault number is found.

 

 

 

 

2.      Click on the letter A.

 

 

 

After the Loading Appointment Details window has been displayed briefly:

 

 

 

3.      Enter the day, month and year in the Preferred Date fields.

  

 

4.      Select the appointment time from Appointment Time - Slot
drop down menu.

 

 

5.      In the Access Notes field enter:

 

§   Contact name.
 

§   Contact telephone number.
 

§   Site access details.

 

 

6.      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.

 

 

7.      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:

 

 

 

 

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



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Nov 2008    Issue 08.11   eCo.Repair Version 6.0   

Ó British Telecommunication plc 2009