Single Billing through Wholesale Line Rental (SB-WLR)

Transcription

1 through Wholesale Line Rental (SB-WLR) This document represents the process defined so far and is subject to change management. This document should be read in conjunction with the referenced open eir Data Contracts documents.

2 CONTENTS 1 ABOUT THIS PROCESS MANUAL Document Scope Introduction Change Control OAO presents a Statement of Request Committee accepts the SoR open eir assess the SoR Committee agree to open eir SoR Proposal open eir develop Proposal SB-WLR Documentation updated UG Development Proposal launched Document History References FORECASTING PROCESS Introduction Forecasting Principles ORDERING PROCESS Introduction Ordering of CPS Overview of SB-WLR Gateway SB-WLR Gateway Notifications Process Information Contained in Notifications Notifications by Order Type Process Timelines and Notifications Universal Account Number Occupants Name Account/Line Status Enquiry [Data Request Supply List of Numbers, DDIs/MSNs and Ancillary Services for an Account DR] Pending Orders On UAN Continuity of Service Ancillary Services for SB-WLR Order Format Ordering Processes Provide Orders for SB-WLR [Provide WLR and CPS all PW] Ancillary Services [Modify or Provide Ancillary Services CH] Customer removes SB-WLR but remains with OAO for CPS [Return WLR to the eir retail (retain CPS with OAO) RW] Customer removes SB-WLR and changes to a new OAO for CPS [Order Type PW] Combined SB-WLR and Bitstream Order... 34

3 Change of Telephone Number for SB-WLR customer [Change Existing Number CN] Request for additional DDIs and MSNs [Provide DDI Lines on Existing ISDN Line PDD] Customer ceases service and line is de-activated [Cease Line CL] Partial Cessation (customer move outside exchange area) Hunt Groups Important Information Migration of a PSTN or BRA Number to an FRA/PRA DDI ORDERING PROCESS -WLR ISDN BRA Migration to SB ORDERING PROCESS -WLR PSTN Swap Number (SN) SB-WLR Bulk Transfer Discount Location Portability (LP) Guidelines for ER (Emergency Restore) NEW OR ADDITIONAL PSTN LINES FOR SB-WLR Introduction LNN Order Processes Multiple L** Line Orders Ordering Process Line Enquiry Process [Premises Line Enquiry LE] ARD Key Generator Provision of Additional Non In-Situ Line [Provide WLR and CPS and Additional Line to a specified Customer Account (Non In-Situ) LNN] Provision of Additional In-Situ PSTN Line [Provide WLR and CPS All on a New Line for an existing Customer Account (In-Situ) LNI] Failed Activation Technician Site Visit on In situ Lines Provision of New In-Situ Line [Provide WLR and CPS ALL on a New Line for a new Customer Account (In Situ) and Port Number LNG] Provision of New Non In-Situ Line [Provide WLR and CPS ALL on a New Line for a new Customer Account LNN (Non In Situ) and Port Number LNG] Provision of New Non In-Situ Line [Provide WLR and CPS ALL] with optional Bitstream/NGA/Line Share delivered as one order (LNB) Appointments Combined LNI/LNG and Bitstream / Line Share Ordering Process Reinstate CLI Pre-cabled SB-WLR PSTN lines Overview Ordering Process Pending Available Overview of Pending Available Account Merging Description PREMISE MOVE... 78

4 5.1 Introduction Ordering Process Moves Outside the Current Exchange Area Moves within the Current Exchange Area Non In-Situ [Move Inside Exchange Area (Not In-Situ) MN] Moves within the Current Exchange Area In-Situ [Move Inside Exchange Area (In-Situ) MI] Cease Current Location before New Location Ready Provision of a Virtual Line (VL) New Tenant Process Proposed Rules of Engagement for New Tenant Process New Tenant Requesting Service on Existing SB-WLR Lines Tenant Requesting Service on Existing SB-WLR Lines where the line is dead or tenant unable to access The New Tenant Process where the GO and LO are resellers of a Host Operator Process Timelines NEW OR ADDITIONAL ISDN BRA LINES AND UPGRADES TO HIGH-SPEED LINES Introduction Order Process Provision of Additional ISDN BRA line Provision of New ISDN BRA Line Provision of High Speed Upgrade to PSTN Line and Downgrade of High Speed Line [Upgrade PSTN to a High Speed Line UPG and Downgrade High Speed Line or BRA to PSTN DNG] Provision of New PRA and FRA Lines Provision of Additional PRA and FRA Lines Premise Moves of PRA and FRA Lines (Cease and Provide) Upgrade and Downgrade Options for ISDN PRA/FRA FIXED CELLUAR SERVICE (FCS) Introduction Provisioning Processes DR Order PW Order CH Order CL Order CN Order CM and CO Orders New Line FCS Provisions LNN Orders Move Orders Broadband/Bitstream CPE Fault Handling

5 7.6 Billing SB-WLR POLICY AND PROCESS FOR HANDSETS Background Policy Process Ceasing of CPE (Corded) Ceasing of CPE (Cordless /DECT) DECT Phone Buyout Process CREDIT MANAGEMENT SCENARIOS AND PROCESSES FOR SINGLE BILLING Introduction Temporary Off Service (TOS) Credit Management Scenarios Query: Customer moves from eir/oao 1 to OAO Single billed OAO requests open eir to apply TOS to a minor account CHANGE MANAGEMENT NEW OPEN EIR PRODUCT LAUNCHES CUSTOMER ENQUIRY PROCESS Order Status Standard Process Order Status Escalation Process Service Enquiries Billing Enquiries Standard Process Billing Enquiries Escalation Process Enquiries regarding eircom net Introduction Provisioning of eircom.net Subscription Packages Ceasing /Cancelling of eircom.net Subscription Packages Technical Information relating to eircom.net Subscription Packages Billing Queries Clarification of Charges Billing Queries Disputed Charges ANTI SLAMMING MEASURES CUSTOMER AUTHORISATION FORM (CAF) NDD Introduction NDD listing modifications after move to SB-WLR BILLING PROCESSES Introduction Explanatory Information Major Accounts and Billing Cycles Bi-Monthly Billing Bill Set-up Process Process Billing Data Transfer Process Prerequisites File Format File Naming Convention

6 Notification Collection of Data Deletion of Old Data-Sets Archival Billing Data-Set Query Process FAULT HANDLING FOR SB-WLR Introduction Definitions Establishment of Contact Points Overall Process for SB-WLR Faults Process Contact Name Detailed Process Flow Process Detailed In Summary OAO AP Interaction Recurring Faults Faults/Issues resulting from SB-WLR and CPS Activation Introduction Process CPE Faults Process Internal Wiring Management Definitions Introduction OAO Faulting Activities for Internal Wiring Option 1 NTU installed on premises Option 2 NTU not installed on premises Site Visits and Charges UG appointments for Scheduled Site Visits Faults on New or Additional PSTN Lines Faults on Ancillary Services Introduction Process Interconnect Faults Fault Resolution Fault Escalation Historical Fault Information Storm Declaration SURETEL PROCESSES Introduction Order Handling for Retail Customer migrating to SB-WLR Order handling For existing SB-WLR Wholesale Customers Order Handling - to Cease a SureTel Plan

7 4. Order Handling - for SB-WLR Customer migrating to different Service Provider SureTel Advanced Routing QUARANTINE NUMBER PROCESS Annex A CPS Single Billing Order Forecast Form Annex B Wholesale Ancillary Services Service Description B-1 Introduction B-2 Ancillary Services B-2.1 Call Waiting B-2.2 Call Answering including Family Mailbox B-2.3 Call Forwarding B-2.4 Multi-Line Hunting B-2.5 Number Diversion Service (NDS) B-2.6 Call Barring B-2.7 Call Return B-2.8 Alarm Reminder Calls B Way Calling B-2.10 Caller Display B-2.11 Hotline B-2.12 Abbreviated Calling B-2.13 Network Call Transfer Annex C - Contact Form for SB-WLR Annex D Fault Reporting Checklist Annex E Common Faults and Solutions for Call Management Services Annex F Fault Clear Codes Annex G Call Management Services G-1 Call Answering G-2 PSTN Numbers G-3 ISDN Number Annex H Wholesale Ancillary Services ISDN Service Description H-1 Introduction H-2 ISDN Multiple Subscriber Number (MSN): Service Summary H-3 ISDN Sub-addressing (SUB): Service Summary H-4 ISDN Calling Line Identity Presentation (CLIP): Service Summary H-5 ISDN Calling Line Identity Restriction (CLIR): Service Summary H-6 ISDN Direct Dial In (DDI): Service Summary H-7 ISDN Hunting: Service Summary H-8 ISDN Call Forwarding H-8.1 Unconditional Call Forwarding (CFU): Service Summary H-8.2 Call Forwarding Busy (CFB): Service Summary H-8.3 Call Forwarding No Reply (CFNR): Service Summary H-8.4 Call Waiting (CW): Service Summary H-8.5 Call Hold (CH): Service Summary H Party (3PTY): Service Summary

8 H-8.7 Malicious Call Identification (MCID): Service Summary H 9 Point to Multi-Point and Point to Point Annex I Ancillary Service Compatibility Matrix Annex J - CHECKLIST FOR ISDN BRA/HI-SPEED RESIDENTIAL ORDERS Annex K ISDN FRA/PRA Data Capture Form Annex L SB-WLR PSTN to an FRA/PRA DDI Migration Checklist Annex M - SB-WLR BRA to an FRA/PRA DDI Migration Checklist Annex N - Reverse Migration to SB-WLR PSTN/BRA Checklist Annex O: ISDN F/PRA Location Portability Application Form Annex P SureTel Order Form Annex Q: SB-WLR Cease when Bitstream on the line Annex R: Ceasing of CPE (Cordless / DECT) Step Step Step Track your parcel: Return Information Frequently Asked Questions Annex S: Reason codes and Refer codes

9 1 ABOUT THIS PROCESS MANUAL 1.1 Document Scope This process manual defines the agreed industry End to End Processes required to support the implementation of Single Billing through Wholesale Line Rental (SB-WLR). SB-WLR was launched on 31st March Introduction The process defined within this manual is based on the industry progress group discussions to date. This process manual has been agreed at the CPS Single Billing Steering Group. Changes to this document will be made under the agreed change control process. This process manual describes: Forecasting Ordering Fault Handling Billing Issues of a commercial matter are not covered in this process manual. Related information can be found at the open eir 1.3 Change Control open eir have produced a process to allow OAOs to initiate SB-WLR Product Change Requests. This section describes this Change Request Process OAO presents a Statement of Request OAO presents a Statement of Request (SoR) for a SB-WLR Product change to industry / ComReg / open eir at a SB-WLR Steering Group. Any operator can request a product amendment by sending a Requirement Document to ComReg for circulation to the committee. The Requirements Document must specify the following: Description of the amendment Reason for request Description of impact on customers/estimate of number of customers effected Committee accepts the SoR If the SB-WLR Steering Group committee accepts the SoR then the SoR is given to open eir.

10 1.3.3 open eir assess the SoR open eir may assess the reasonableness and feasibility of the SoR open eir accepts SoR If open eir accept that the SoR is a reasonable request then open eir respond to the request with a SB-WLR Product change Proposal. This proposal will include: Description of what is to be provided Time frames Gaps in existing documentation open eir rejects SoR If open eir reject the SoR, open eir will respond back to industry on the ground for the rejection Committee agree to open eir SoR Proposal Approval of the committee is required before the Proposal can be given to open eir to develop open eir develop Proposal open eir develop their systems as appropriate to deliver the accepted Proposal in the timelines provided. This systems develop might include the Unified Gateway as well as other internal open eir systems for internal order handling SB-WLR Documentation updated While open eir is developing the product change OAOs, open eir or ComReg may make the necessary changes to the IPM SLA Product Description T&Cs Price List UG Development If the product change has UG requirements, then it will be included in the appropriate Requirements for the relevant UG release to comply with the time lines provided. The following outlines open eir data contracts. -WLR open eir to notify industry of what requirements are included in the next release of the Data Contract open eir industry at least four months in advance of the next release of the Data Contract. This presentation will summarise the proposed changes for the

11 upcoming release of the Unified Gateway and will be distributed via a broadcast . open eir circulate the Draft Development Data Contract to industry at least 3 months before it is implemented and host same on the SB-WLR gateway itself. In parallel to the publication of the Draft Data Contract, open eir will distribute a second version of the UG Presentation. This presentation will highlight any modifications to the original proposal communicated in the first presentation and the actual Draft Development Data Contract. open eir propose to host both the current published data contact and the latest version of the working draft contract that will contain the development for the next release on the gateway itself and notify industry of deployment date. open eir undertakes development and testing and releases subsequent Data Contract drafts. open eir circulates subsequent data contract drafts and associated process descriptions. Industry Process Working Group triggered as necessary to produce interoperator processes. open eir will draft IPM process changes six weeks in advance of the UG release date. In a small number of cases, it may not be possible to provide draft processes where the process is dependent on system changes within other release domains or the requirement requires significant internal process development. These cases will be flagged as part of the IPM release six weeks in advance of the UG release. In all cases the draft process will be provided six weeks in advance of the process implementation date. open eir issue final drafts of Data Contract and confirm deployment date. Industry gateway testing takes place where appropriate. open eir deploy final draft of Data Contract on deployment date, remove the draft version from the gateway and update the published Data Contract on the gateway. Following the deployment of the Data Contract, the capability is available on the UG. Notes: 1. open eir will make a word version of the Data Contract available on request. The following text will be added to the word version of the data contract: " open eir may publish each version or revision of this Data Contract in a.doc (Microsoft Word ) format or.pdf ( Adobe Acrobat ) format. In case of conflict or ambiguity, the most recent.pdf version as published on the Unified Gateway shall prevail ". 2. open eir will include a target date in future Unified Gateway release briefing presentations for when the OAO test environment will be available. This date may be subject to change due to both technical and open eir internal testing constraints.

12 1.3.8 Proposal launched Where all the documentation has been updated and the Price published, the product Fig 1 - Sequence of events for major UG updates Data Contract In 3 months (min) Doc updates Doc updates Doc updates New releases in most cases will be backward compatible Sequence of Events and timing Test Period Trigger PWG Test Launch Date change can be launched, and made available to all OAOs Bill File Development The following outlines open eir bill file changes. or managing the release of future SB-WLR open eir to notify industry of the changes to be made to the bill file structure at least 6 months before the changes are implemented. open eir will circulate a detailed specification of the proposed changes and will confirm deployment date at least 4 months before the changes are implemented. open eir will circulate test data as appropriate eight weeks prior to the deployment date. open eir will circulate the revised billing specification document prior to the deployment date Following the deployment of the new functionality, open eir will issue a revised billing specification document. 1.4 Document History Version Revision Details Date Draft 0.1 Initial Document Draft 0.2 Inclusion of open eir comments 15/4/03 Draft 0.3 Inclusion of: 23/4/03 - Customer enquiry process - CAF rules

13 - NDD inclusion process - Changes to credit management Draft 0.4 Complete document review 16/5/03 Draft 0.5 Input from Process Review Meeting (21/5/03) 23/5/03 Issue 1.0 First issue version of Process Manual 27/5/03 Issue 1.1 Inclusion of open eir 3/6/03 Billing Processes Issue 1.2 Revision of open eir 20/6/03 Issue 1.3 Revisions at Industry Process workshop (1/7/03) 7/7/03 Issue 1.4 Fault Management Process added 8/8/03 Issue 1.5 Introduction of Automation and removal of SB-AR 5/12/03 Issue 1.6 Update to reflect Automation and review by open eir 26/1/04 Issue 2.0 Issue for agreement by industry 12/2/04 Issue 2.1 Process diagrams added 20/2/04 Issue 2.2 Inclusion of NDD, Fault Handling Process and Handset 10/3/04 Replacement Policy Issue 2.3 Inclusion of FRA/PRA Repair SLAs 25/3/04 Issue 3.0 Complete revision of document format 15/5/04 Issue 3.1 Clar -WLR service Process 16/08/04 Issue 3.2 Inclusion of CPE cancellation/return Process, changes to 1/10/04 Issue 3.3 Amendments to text describing: the use of the Universal Account Number, Customer Appointment process Fault Handling Call Diversion Process Fault Handling Updated policy for issuing handsets Fault escalation process (not including timescales) NTU/CPE process changes Process for the provision of non-standard lines Issue 3.4 Addition of Annex N and O Inclusion of: House move process where no cease order is received from previous occupier, Reduction of process timescales Minor process amendments agreed by Process Working Group Issue 3.5 Inclusion of NDD Release 2.1 Processes amended for new Data Contract released July 05 Inclusion of Pilot DSFA scheme Changes to customer appointment process and call diversion requests during faults on line Amendment to house moves process Inclusion of extranet status codes for fault handling 4/07/05 20/7/05

14 Issue 3.54 Inclusion Emergency Restore Pre-cabled Process Annex I Ancillary Services Compatibility Matrix PSTN to FRA/PRA Migrations Process BRA to FRA/PRA Migration Process Reverse Migration Process Annex L PSTN to FRA/PRA Migrations Checklist Annex M BRA to FRA/PRA Migration Checklist Annex N Reverse Migration Checklist Updated Change Order Process Updated Annex B and Annex H to include descriptions of Ancillary Services for PSTN and ISDN not previously documented. Issue 3.55 Issue 3.6 Updated Annex, J, Annex K, Annex L and Annex M Inclusion of new Change Control process Inclusion of Occupants Name as a Mandatory Field Update of processes to include changes to Data Contract v0.3 Changes to include use 15/2/05 30/5/06 Inclusion of Universal Gateway Order Type descriptions to process titles Inclusion of SB-WLR Gateway Notifications Process Inclusion of Suretel Process Inclusion of L*N Process Inclusion of New Tenant Process Trial Inclusion of the Bitstream /SB-WLR combined ordering process Amendment of the Pending Clear Process Inclusion Location Portability Process Inclusion BRA Migration Issue 3.61 Inclusion of Reinstate CLI process Inclusion of Pending Available Premises Classification Inclusion of Move Orders - Cease Current Location before new location is ready Updated New Tenant Process Updated DNG process includes BRA Inclusion of Account Merging Process 31/5/07

15 Issue 3.62 Issue 3.63 Issue 3.64 Issue 3.65 Issue 3.66 Issue 3.67 Issue 3.68 Issue 3.69 Updated open eir.net policies. Insertion agreed at Industry on IPM 3.61 and subsequent amendment agreed at same meeting. Update CPE Cease Process Update DR Process Update Move Process Add Pending Order Process Update Reinstate CLI Update LE Process Update L** Processes Add Section Bill File Change Process Add Fault Suffix table to Annex F Update UG Development Added Fixed Cellular Solution Modified Fixed Cellular Solution Updated Table of Contents Updated Fault Escalation Contact Details Updated to reflect updates to processes on the Unified Gateway Rebranding of the document Moving Bitstream/Line share at old premises as Part of MI Order Proposed Process Ceasing of CPE (Cordless /DECT) Ceasing /Cancelling of eircom.net Subscription Packages Site Visits and Charges Add section Combined SB-WLR and Bitstream Order 11/09/07 28/04/08 17/10/08 20/02/09 23/06/10 16/03/11 18/09/12 1/11/12

16 Issue 3.70 Issue 3.71 Issue 3.72 Issue 3.73 Issue 3.74 Issue 3.75 Issue 3.76 Issue Suppression of Loss Notifications - Occupants Name - Provision of New Non In-Situ Line [Provide WLR and CPS ALL on a New Line for a new Customer Account LNN (Non In Situ) and Port Number LNG] - New or additional PSTN Lines for SB-WLR Note on Appointments - Standard Process MN Move Order updated to include flag for site visit on In-Situ orders - Process Detailed Addition of technician comments and on site status. - Insertion of UG appointments for Scheduled Site Visits - Inclusion of Historial Fault History - Inclusion of the Storm Declaration Process Change of address for the New Tenant Process where the New Tenant Requesting Service on Existing SB- WLR Lines are unable to access or the line is dead. Insertion of a SB-WLR Bulk Transfer Discount Insertion of The New Tenant Process where the GO and LO are resellers of a Host Operator -Insertion of Additional information on SureTel Basic Signalling -Insertion of the SureTel Advanced Routing - Removal of the LTI and LTN Order Types -Insertion of the Interim Removal VPN Process -Clarification on the clear codes in site visits and charges -Insertion of validation period for submission of Failed Activation Orders -Removal of the interim solution for the removal of the VPN service. -Insertion of a note on the PW order in relation to VPN -Removal of TOS restrictions in relation to switching providers in section 9.2 -Changes to credit Management Procedures in section 9.3 -Insertion of a section in relation to reactivating numbers in quarantine -Inclusion of the LNB order Type -Inclusion of a note on the CL order type in relation to Nov /04/14 09/06/2014 Sept 2014 October 2014 April 2015 May 2015 Issue Removal of the Fixed SMS Service and any references -Removal of References to the DSFA Allowance -Update of the Process for the provision of New PRA and FRA Lines July 2015

17 Update of the Process for the provision of Additional PRA and FRA Lines -Change of Title of the ISDN FRA/PRA Application Form -Insertion of a Note on the PW order -Insertion of a note on LNN Orders. -Insertion of the Interim Process for Failed Activations -Insertion of a new order type for Failed Provisioning [FP] -Change to the Ceasing of CPE (Cordless and DECT) -Change to Fault Escalation Process - Further Rebranding July 2015 Jan 2016 Mar 2016

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19 1.5 References The following documents have been referenced within this process manual. These documents are available online on Billing Information Exchange Specification SB-WLR Inter Operator End to End Automated Test Specification SB-WLR Order Handling Data Contracts (2 Documents) SB-WLR Service Level Agreement 31/03/04 SB-WLR Product Description Version M Carrier Services Process

20 2 FORECASTING PROCESS 2.1 Introduction This section describes the industry process to support the forecasting of order volumes for SB-WLR. It is designed to provide the optimal process for forecasting using existing processes where possible. 2.2 Forecasting Principles OAOs currently forecast their CPS requirements. In addition to this it has been agreed that OAOs will forecast the following: - Number of SB-WLR activations - Number of SB-WLR activations with CPS The forecast will provide a forward look on a quarterly basis for four quarters and will be submitted/updated on a rolling basis each quarter one quarter in advance. The tolerances between successive forecasts for individual quarters shall be in which will require SB-WLR. An example of the Order Forecast Form is shown in Annex A. Assumptions can be drawn as to the even distribution of order placement during the quarter forecasted. Operators shall give reasonable advance notice of expected peaks. The due date for each forecast shall be the first working Friday of the quarter proceeding the forecast period. The AP shall respond to the forecast within one working week. Acceptance of the forecast will not be unreasonably withheld. The quarter periods are: - January March - April June - July September - October December

21 3 ORDERING PROCESS 3.1 Introduction The end-user will purchase services from the OAO, entering into the necessary contractual relationship with them. The OAO can take over the rental of open eir lines or place orders with open eir for new lines. This section outlines the industry processes for the ordering of SB-WLR on existing accounts via the Wholesale Unified Gateway [The Gateway]. For full details of the order types refer to the latest Data Contract. The detailed IT specifications for the data exchange between open eir and the OAO can be found in the open eir extranet. 3.2 Ordering of CPS It is agreed that CPS is not a Single Billing product and therefore the ordering and provisioning of this service is using the current agreed process - Selection Industry Process Definition Orders relating to CPS are placed by the OAO using the CPS Gateway. 3.3 Overview of SB-WLR Gateway The SB-WLR Operators and eir Retail are the users of the Gateway. The Gateway is implemented using FTP protocol and the Transfer Syntax is XML. Files are delivered to an external server address, and are subsequently available for collection by the Detailed specification of the information required on placing an order and the information supplied on completion is defined in the Data Contract and should be read in conjunction with this Interoperator Process Manual. 3.4 SB-WLR Gateway Notifications Process [The following information was supplied by open eir for information purposes only and is intended to provide a summary view of all the notifications contained with the Wholesale Unified Gateway Data Contract 3.0 for SB-WLR] Notifications are separated into two categories: Primary Notifications, and Additional Notifications Primary Notifications consist of the following notifications: Accepted, Rejected,

22 Undeliverable, and Completion. The diagram below shows an indicative sequence of notifications on a live order. Source: eir In addition to the Primary Notifications listed above there are a number of more specific notifications. The relevance of these notifications to a particular order type can be determined from the Wholesale Unified Gateway Data Contract. Additional Notifications consist of: Delayed Validation, Telephone Numbers, Delayed Completion, and Loss Notifications.

23 It should be noted that in some cases the information contained in the Completion Notification may differ from the information sent in the Additional Notifications. For example, the assigned telephone number originally sent in the Telephone Numbers notification was changed for operational reasons. In all cases the information contained in the Completion/Loss Notification is the definitive information Information Contained in Notifications The content of each notification is described in detail in the Data Contract. The following is a brief summary of the Notification Types applicable to SB-WLR.

24 Type Purpose Information Provided A Acceptance indicates that the order has been accepted C Completion indicates that the request/service has been provided and provides pertinent information. D Delayed Completion indicates that the delivery of the service/request will be delayed and provides an indication of when the expected completion date will be. R Reject indicates that the order has been rejected. T Telephone Number indicates projected Telephone Numbers and DDIs. U Undeliverable indicates that an accepted order cannot be delivered for some reason. V Delayed Validation indicates that Validation of the Order has been delayed for some reason Notifications by Order Type Due Completion Date Account Number, Telephone Numbers, Line Types, Ancillary Services, DDIs, Services, etc. Due Completion Date Reject Reason(s) Projected Telephone Numbers and DDIs Undeliverable Reason(s) Validation Due Date Allowable notifications per Order Type are published in the Wholesale Unified Gateway Data Contract. The following tabular extract has been provided for information purpose. For the definitive list please referrer to the Data Contract.

25 Order Description R A C U V T D Type CDD Cease DDI Numbers on existing ISDN Line CH Modify or provide Ancillary Services CL Cease Line CM Credit Management CN Change existing number CO Cancel order DNG Downgrade High Speed Line to PSTN DR Data request Supply List of Numbers, DDIs/MSNs and Ancillary Services for an account FA Failed Activation LE Premises Line Enquiry LNI Provide WLR and CPS and new line to a new Customer Account (In-Situ) LNN Provide WLR and CPS and new line to a new Customer Account (Not In-Situ) LTI Provide WLR and CPS and additional line to a specified Customer Account (In-Situ) LTN Provide WLR and CPS and additional line to a specified Customer Account (Not In-Situ) MI Move Inside Exchange Area (In-Situ) MN Move Inside Exchange Area (Not In-Situ) PDD Provide DDI on existing ISN Line PW Provide WLR and CS all RW Return WLR to the eircom Retail (retain CPS with OAO) TTL Test Telephone Line UPG Upgrade PSTN to a high speed line Process Timelines and Notifications There are two significant dates that affect the delivery of SB-WLR products. These are: Validation Due Date: date by which the order is Accepted or Rejected, Delivery Due Date: date by which the order is Delivered or Undelivered. The day the order is received is Day 0. Both the Validation Due Date and the Delivery Date are calculated with reference to Day 0. The timelines outlined in each process are adhered to in respect of the various order types. However, a significant proportion of these order types are delivered well within these timelines. In general, Completion Notifications are sent on the Delivery Date of the service/request. The most notable exception is the Completion Notification for PW orders which are sent the following day in order to allow for the inclusion of NDD information Suppression of Loss Notifications Operators have the ability to display/hide loss notifications to individual users based upon Permissions functionality.

26 3.5 Universal Account Number On completion of a SB-WLR order open eir new account number. This account number is called a Universal Account Number major account). The OAO must ensure that this Universal Account Number is communicated to their customer and is included in all correspondence and billing with the customer. The customer will require the UAN in order to move between operators. MANDATORY NOTE - THE UAN MUST BE PRINTED ON THE CUSTOMER BILL 3.6 Occupants Name T field will be a mandatory field for all Order Types. OAOs must ensure that the Occupants Name is entered when ordering the service and that this information is included on the order. Orders that do not contain the Occupants Name will be rejected. Note: The Occupant Name field should contain a name of who can be contacted if there is a problem with the order. 3.7 Account/Line Status Enquiry [Data Request Supply List of Numbers, DDIs/MSNs and Ancillary Services for an Account DR] All account/line status enquiries for Single Billing products will be placed via the Gateway. The account/line status enquiries provides the OAO with the customers account details, including CLI details, and where appropriate, DDI block number ranges, ancillary services (listed by CLI) and hunt group information. Each OAO shall obtain a signed CAF (Customer Authorisation Form) from their customer in order to place an enquiry with the AP. The OAO must have, on file, the original CAF signed by the customer. The following process should be followed for submitting an account/line status enquiry: - Account/line status enquiry (Order Type DR) is submitted via the Gateway on Day 0. - The enquiry must have the current Universal Account Number/eir account number of the customer as well as either a work, home or mobile contact number for the customer.

27 - The AP accepts or rejects the enquiry. If rejected the enquiry is returned to the OAO via the Gateway with a rejection code stating the reason for the rejection. - If the enquiry is accepted, it will be completed within the same business day. - The account/line Statusing completion notification contains: o The customers Universal Account Number/eir account number o CLI details o DDI block number ranges o Any Ancillary Services provided by eir (listed by CLI) o Hunt Group information. o FRIACO Package (contained on UAN) Detailed specification of the information required on placing an account/line status enquiry and the information supplied on completion is defined in the Data Contract and should be read in conjunction with this Interoperator Process Manual Pending Orders On UAN The OAO places the Query Pending Order (Order Type QPO) via the Unified Gateway. The AP will accept or reject the order. If the order is rejected it is returned to the OAO via the Unified Gateway with a reject code stating the reason for the rejection. If the order is accepted, the Unified Gateway will then check whether there are existing pending orders against this UAN. A completion notification will be sent via the Unified Gateway with a flag indicating the presence of pending orders. 3.8 Continuity of Service Ancillary Services for SB-WLR The AP will accept orders from the OAO that specify Ancillary Services requested by the customer. The customer has the option to request Ancillary Services to remain in their status prior to the transfer of their line rental (this means only Ancillary Services that are provided by eir), or they may opt to order Ancillary Services on an individual basis. If the Ancillary Services are ordered on an individual basis then the following applies: - If the customer orders Ancillary Services and currently has these Ancillary Services provided by the AP then there will be continuity of these services, - If the customer orders Ancillary Services which he currently does not rent from the AP then these will be provided as new services,

28 - If the customer does not order an Ancillary Service from the OAO that they currently rent then this service will be ceased. On completion of the activation of SB-WLR and any ordered Ancillary Services then the AP will send the OAO a completion notification that states: - SB-WLR has been activated on the line, - That Ancillary Services ordered by the customer were provided on the line, - What Ancillary Services the customer had when they were an AP customer that have now been ceased owing to the fact that these were not included in the OAO order, - If the OAO had chosen to keep all existing Ancillary Services as opposed to listing individual services then such services will also be advised to the OAO on order completion. The de - Account Number. 3.9 Order Format All orders for Single Billing products shall be placed via the Gateway. Each CPS operator shall receive a signed CAF from the customer in order to place a SB-WLR and Ancillary Services order with the AP. The OAO must have, on file, the original CAF signed by the customer. activate CPS. This standard section is contained in Annex 1 of the Carrier Pre- Selection Industry Process Definition. In standard section for authorising the OAO to provide SB-WLR and to provide Wholesale Ancillary Services that the customer either wishes to have continued on their line or ordered as new services as previously described (i.e. they currently rent these services from the AP or they wish the OAO to provide these services). The customer will order AS from the OAO it is up to the OAO to decide whether they will provide these services themselves or whether they will order them from the AP as Wholesale AS Ordering Processes Provide Orders for SB-WLR [Provide WLR and CPS all PW] Introduction This process describes how SB-WLR orders are placed for existing eir retail / SB-WLR lines by the OAO and SB-WLR lines by eir retail Process NOTE eir eir retail places the order.

29 - Provide order (Order Type PW) is submitted via the Gateway on Day 0, - The order must contain the UAN or EAN (eir Account Number) and a full list of -WLR, - he AP to the customer, - If the order cannot be validated on time due to a conflicting data issue on open eir e.g. pending order existing on a line against which an order is being placed. Where such instances arise a delayed validation notification will be returned with a new due validation date. - The AP accepts or rejects the order by COB Day1. If rejected the order is returned to the OAO via the Gateway with a rejection code stating the reason for rejection, - If the order is accepted it will be completed by Day 7, - On completion the OAO will receive a completion notification. This notification contains: o The customers new Universal Account Number (minor account number), o Confirmation of the set up of the SB-WLR product including the date of transfer to the OAO, o Confirmation of set up of any Ancillary Services ordered by the OAO, o Notification of the removal of any Ancillary Services that the customer previously rented from the AP but had not been included on the order received from the OAO. - If the MAB bill cycle requested by the OAO is due to run less than four working days after the order date there may be no information for this customer contained in this MAB run. The information will be contained in the next MAB cycle issued to the OAO for this customer the following month. The OAO will - If the AP fails to complete the order on day 7 then the OAO will be sent a Delayed Completion Notification. This notification will include the rescheduled date for the completion of the order. - This Delayed Completion Notification will indicate to the OAO that it was not possible to complete the order on day 7 and a new date will be indicated as to when the order will now be processed. The order will also be included in the same MAB run the following month as previously requested. The AP sends a SB-WLR Loss Notification to the Losing SB-WLR OAO via the SB-WLR hub by day 8. A separate CPS Loss Notification will not be issued to the losing OAO via the CPS hub, the losing OAO will receive a loss notification via . Detailed specification of the information required on placing an order and the information supplied on completion is defined in the Data Contract and should be read in conjunction with this Interoperator Process Manual.

30 Note: If the end customer has an a VPN service (National or Transparent) once the PW is placed all the features of the service will be removed at 4am the morning after the PW was accepted on the UG. If the customer was a National VPN service their service will be lost if the configuration changes have not been done on the customers PABX before 4am Commencement and Cessation of Billing of SB-WLR customer There is a standard order lead-time associated with an order the OAO will be aware of this on submitting the order the AP will also inform the OAO when the order is completed. If that completion date, for example, is 12th February then the AP will finish billing the customer rental at midnight (i.e. 23:59) on 12th February and the OAO will commence billing the customer for line rental from midnight (i.e. 00:01) on 13th February. Cessation of Billing of SB-WLR customer The AP will supply the losing OAO with a completion date. If that completion date, (e.g. 12th February), then the losing OAO will finish billing the customer at midnight (i.e. 23:59) on 12th February and the gaining OAO will commence billing the customer from midnight (i.e. 00:01) on 13th February. The losing OAO issues a final bill and any required credit payments. Note: If an order has more than 997 line items on it this requires the order to be split as system restrictions does not allow orders with more than 997 line items be processed. It is recommended that the order be split to 500 line items in each order to avoid the order going into exceptions. OAO OAO Orders Acceptance/ Rejection Completion Start Billing Order Type PW Loss Notification Day 0 Day 1 Day 2-7 Gateway AP Orders for Wholesale Line Rental (SB-WLR) Order Type PW

31 SB-WLR Orders on PRA and FRA lines Where the PRA/FRA line is being transferred between operators and is subject to eir Assist Plus or eir Premium Assist service offering then eir will automatically transfer the existing SLA to the new account. As part of the transfer process open eir will notify the OAO of the existence of a SLA on the existing account Ancillary Services [Modify or Provide Ancillary Services CH] Once a customer has availed of SB-WLR they can then order changes to their Ancillary Services via the OAO Process The OAO places a Modified Ancillary Services order (Order Type CH) via the Gateway. This order will contain the customers Universal Account Number, name/address and the CLI and will specify required change(s) (see Data Contract). The Completion Notification will confirm the set-up, alteration or cancellation of Ancillary Services requested. Upon receipt of the CH orders, the AP will stack the Ancillary Service requests for processing and depending on volumes it is estimated that the end-user will have the ability to utilise these services within 2 hours of the initial request being submitted by the OAO ont Ancillary Services. This service may take additional time to process but will take place by Day 2. Note: The Completion Notifications are available 4 times a day on the external hub. Detailed specification of the information required on placing an order and the information supplied on completion is defined in the Data Contract and should be read in conjunction with this Interoperator Process Manual. An Ancillary Services compatibility matrix is provided in Appendix I of this document Commencement of Billing of Ancillary Services The AP will supply the OAO with a completion date for the Ancillary Service order. Ancillary Services rental billing commences from the day of the order completion if that completion date, for example, is f12th February then the OAO will start billing the customer Ancillary Services rental form (and inclusive) of this date.

32 OAO OAO Orders Acceptance/ Rejection Completion Start Billing Order Type CH Day 0 Day 2 Gateway AP Orders for Modify Ancillary Services Order Type CH Customer removes SB-WLR but remains with OAO for CPS [Return WLR to the eir retail (retain CPS with OAO) RW] Introduction In this scenario the customer has CPS and SB-WLR with a OAO and wishes to 1 product of that OAO but requests that open eir provides the retail line service. Therefore in practice the customer is cancelling the SB-WLR product with the OAO and maintaining the CPS service with their OAO. The customer needs to sign up for line services with open eir Process Customer contacts eir to return as a customer. Therefore eir provides a Retail Line and Retail Ancillary Services. eir retail submits a Provide Line order (Order Type RW) to the AP via the Gateway to provide Retail line. This order will be deemed to have been submitted to the AP on Day 0. The AP accepts or rejects the order. The order will be accepted or rejected by Day 1. If rejected the order is returned to eir retail with a rejection code stating the reason. If the order is accepted it will be provisioned within a standard window between Day 2 and COB on Day 7. On completion the AP sends eir retail a Completion Notification. This notification contains: 1

33 o Confirmation of set-up of the retail line including the date of commencement of billing by eir retail, o New eir retail account number. The standard provision time to receive a Completion Notification is Day 7. If the AP fails to provide the order by the standard lead-time then eir retail will be sent a Delayed Completion Notification. This notification will include the re-scheduled date for the completion of the order. The AP sends a completion notification via the SB-WLR hub to the losing OAO by day 8. This completion notification states that eir retail have moved the line to eir retail and CPS is maintained on the line with the OAO. This eir retail account number. Detailed specification of the information required on placing an order and the information supplied on completion is defined in the Data Contract and should be read in conjunction with this Interoperator Process Manual Commencement and Cessation of Billing Commencement of eir retail billing the AP will inform eirwhen the order is completed. If that completion date, for example, is 12th February then the AP will finish billing the customer rental at midnight (i.e. 23:59) on 12th February and eir retail will commence billing the customer for line rental from midnight (i.e. 00:01) on 13th February. Cessation of Billing of SB-WLR customer The AP will supply the losing OAO with a completion date. If that completion date, (e.g. 12th February), then the losing OAO will finish billing the customer at midnight (i.e. 23:59) on 12th February and eir retail will commence billing the customer from midnight (i.e. 00:01) on 13th February. The losing OAO issues a final bill and any required credit payments.

34 Eircom Retail Order Submitted Acceptance/ Rejection Completion Notification Start Billing Loosing OAO Order Type RW AP Day 0 Day 1 Gateway Day 8 Orders for removal of SB-WLR but remains with CPSO for CPS Order Type RW Customer removes SB-WLR and changes to a new OAO for CPS [Order Type PW] Introduction For this order type the customer chooses to change their OAO to a OAO that only provides CPS and does not offer a SB-WLR product or that the customer does not wish to avail of the SB-WLR offering of the new OAO. The customer first needs to order an access line from eir. Once this order has been completed then the customer can order CPS from their chosen OAO Process Customer contacts eirto return as a customer. Therefore eirprovides a Retail Line and Retail Ancillary Services. eir retail submits a Provide Line order (Order Type PW) see section Following this the customer will need to re-order CPS from their chosen OAO. Detailed specification of the information required on placing an order and the information supplied on completion is defined in the Data Contract and should be read in conjunction with this Interoperator Process Manual Combined SB-WLR and Bitstream Order This document describes the combined SB-WLR and Bitstream process. This process allows an OAO to submit a combined order to migra ancillary services and at the same time to order new Bitstream for that CLI. The ordering process is described below.

35 Order Handling The OAO submits an order for combined SB-WLR and new Bitstream (Order Type PWB) via the Unified Gateway (UG) on Day 0. The order must contain the UAN and the CLI that the OAO wants migrated from the losing Operator. This is the CLI that the new Bitstream will be provided on as part of the combined ordering process. The order will be accepted or rejected by COB on Day 1. If the order is rejected it is returned to the OAO via the Unified Gateway with a reject code stating the reason for rejection. If the order is accepted then the PWB essentially creates two new orders - a PW order for the SB-WLR migration and a PB order for the provision of new Bitstream. The PWB order will be completed by COB on Day 2. On completion of the PWB order the OAO will receive a completion notification from the Unified Gateway. This notification contains: - The order number for the newly created PW order - The order number for the newly created PB order The PW is processed as a normal PW order. That is, the same validation rules and order processing timelines will apply. The OAO will receive an accepted/rejected notification as appropriate. In addition, a PW completion notification will be sent to the OAO via the Unified Gateway as normal. The Losing Operator is sent a loss notification for the CLI. Once the PW completes, then the PB order automatically begins. The PB order is validated and processed as normal, however, it utilises the new UAN created from the PW order. Once the PB has been completed a completion notification for the order is sent to the OAO. Notes: The new PW and PB orders created as a result of the PWB order will be accepted/rejected, delivered/undeliverable independently of each other e.g. the SB-WLR portion could be accepted and the DSL rejected. It will be the responsibility of the OAO to maintain a link between their original order and the two new orders created and all subsequent notifications from UG for these orders. The PWB combined order can be accepted and the PW or Bitstream order can be rejected independently. Provision of Bitstream on an ISDN line is not supported. Only Provide New Bitstream will be supported on the combined order. The Combined Order will only support a single line i.e. migrate one SB-WLR Line and Provide New Bitstream on it. The same process timelines for the existing PW and PB apply.