CUSTOMER SERVICE PLAN for CARRIER PRE-SELECTION AND DEDS

Transcription

1 IP EXCHANGE CUSTOMER SERVICE PLAN for CARRIER PRE-SELECTION AND DEDS Before using an uncontrolled copy of this document it is the responsibility of the reader to ensure that it is the current issue Page 1 of 10

2 1 INDEX Contents 2. Introduction to the Customer Service Plan Objectives Document Ownership Document Control Delivering Service Fulfilment Provision of Service Contact Details Provision of Service - Escalations After Sales Service Repair Repair - Contact Details Repair Escalations CPS Problem Reporting and Enquiries into BT CPS Problem Reporting Flow Chart CPS STRUCTURED QUESTIONS PROCESS FOR IDENTIFYING DEDS FAULTS DEDs Reporting Flow Charts Missing Files/tifications/Handshakes Intervals/Gaps in File Sequences CPS Inventory Report Complaint Handling Legal and Confidentiality Statement The information contained in this Customer Service Plan is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. It should be noted that the information contained in this Plan represents BT Wholesale s current view of the product at the time of publication of this document. The information may change, as a result, BT reserves the right to amend or replace any or all of information in this Plan. Any developments carried out by CPs based on the contents of this Plan are entirely at the CPs own risk. BT shall have no liability in contract, tort or otherwise for any loss or damage, howsoever arising from use of, or reliance upon, the information in this document by any person. 2. Introduction to the Customer Service Plan 2.1 Objectives The purpose of this Customer Service Plan (CSP) is to set out the points of contact in BT. In addition it will provide assistance and useful information to enable you, our customer, to work with BT to provide the best possible service to your end users. The CSP is intended to be a live document and as such will be reviewed on a regular basis to maintain its effectiveness. It should be noted that this document does not affect the contractual relationship between BT and its customers. 2.2 Document Ownership This Customer Service Plan is owned and updated by the Customer Relationship Management team in BT Wholesale, Customer Service. Page 2 of 10

3 2.3 Document Control Document History Issue Number Date Comment Issue 1 January 2015 Version 1 Changes to this document can only take place with the agreement of the Content Owners. The level of sign off is to be decided by the significance of the changes and will be determined by agreement between the content owners. 3. Delivering Service Fulfilment The Provision Process procedures are detailed in the CPS Product Handbook which can be found at: CPS_/handbookandte chnical.htm 3.1 Provision of Service Contact Details Activity Name/Team Contact Details Orders Service Centre Tel: cps.carrier@bt.com 3.2 Provision of Service - Escalations Where BT Wholesale is aware of a problem that may impact service adversely, then the matter will automatically be escalated internally, within BT. Alternatively, our customers may wish to escalate an issue themselves using the contact points shown in the table below. Activity Name/Team Contact Details Stage 1 Service Centre Tel: cps.carrier@bt.com Stage 2 Service Manager: Joanne Millard Tel: joanne.millard@bt.com Stage 3 Service Lead: Howard Ambrose Tel: howard.ambrose@bt.com It is important that the above contacts are progressed through in order. There is no advantage in skipping from level 1 escalation to level 3. Page 3 of 10

4 4. After Sales Service Repair The Repair Process procedures are detailed in the CPS Product Handbook which can be found at: CPS_/handbookandte chnical.htm Customers will be able to report faults 24 hours a day, 7 days a week, 365 days a year (including UK Public and Bank Holidays). 4.1 Repair - Contact Details Activity Title Contact Details Fault Reporting Fault Reception Tel: Option Repair Escalations Where BT Wholesale is aware of a problem that may impact service adversely, then the matter will automatically be escalated internally, within BT. Alternatively, our customers may wish to escalate an issue themselves using the contact points shown in the table below. Activity Name/Team Contact Details Stage 1 Fault Reception Tel: Option 2 Stage 2 Team Operations Manager: Neil Birchall Tel; Mob: Stage 3 Senior In Life Service Manager: David Goodale Tel: Mob: Stage 4 General In Life Service Manager : Anthony Stephens Tel: Mob: It is important that the above contacts are progressed through in order. There is no advantage in skipping from level 1 escalation to level 3. Page 4 of 10

5 5. CPS Problem Reporting and Enquiries into BT Details can be found at: cps_problem_reporting.doc 5.1 CPS Problem Reporting Flow Chart CPSO reports problems to BT. Please refer to Section 7 for the DEDS flow Charts. Customer contacts CPSO advising of difficulty CPSO discusses difficulty with customer and carries out basic checks. CPSO proves difficulty on or off their network/systems If proven off CPSOs network/system CPSO classifies difficulty as either Fault or Provision Fault: Any problem the customer is experiencing after the CPS service has been provided (will most often manifest themselves as billing problems to the customer) Provision: Any problem the customer is experiencing before CPS has been provided (i.e. order, switchover date etc) or within 2 days of CPS being provided Provide the date and time of the last billable CPS call Contact: Order desk via forms: cps.carrier@bt.com Tel: Contact: IPEX 1 st line support Tel: Option 2 As part of BAU procedures The order desk will acknowledge receipt of the within 1 hour. The target is then to resolve: 90% of enquiries within 3 working days 95% of enquiries within 5 working days 100% within 10 working days Page 5 of 10

6 6. CPS STRUCTURED QUESTIONS The following table lists the Structured Questions to be used in the Provision and Reporting process. These questions should be answered carefully and completely to ensure the correct procedure is followed in determining if a fault needs to be reported. NB: All CPS faults will be dealt with as non-service affecting (Priority 2) Provision Process 1. The Operators Company Name? 2. The Operators Reference Number? 3. The name and contact details of the Operators reporting the issue? 4. What is the originating CLI Number? 5. Has the CPSO checked the systems for order closure? 6. Has the CPSO checked the order status? 7. Has the pending and actual notices been received? 8. Has CPS been provisioned on the CPSO s Network? If the answer is to questions 5, 6, 7 and 8 then a fault needs to be reported. Fault Process QUESTIONS The Operator`s company name? The name and contact details of the person reporting the fault? If necessary the contact details of the Operator`s representative assigned to assist in diagnostics? What is originating Number? Is customer registered for CPS? (on all the Operator`s switches) What is exact nature of problem? e.g. NU, ET, NO TONE, NOISE, etc. or exact wording of RVA (Recorded Voice Announcement)? What is the date and time of the last billable CPS call? Has service ever worked? If ' and the Operator is failing to see calls arriving at their network, has it been confirmed that the end-user is actually using this service? Can the call be made using the over-ride code (1280)? If the answer is no, then refer the end user to 151 or 154? At what stage does call fail? DETAILS What is CPS prefix? (8***)? When did problem start? Are other customers affected? Is call reaching OLO switch? If '' then this is an egress problem and will need an example ICON? Operator`s reference number? Page 6 of 10

7 7. PROCESS FOR IDENTIFYING DEDS FAULTS The following process is only applicable if a CPSO is experiencing reporting a problem with collecting / delivering files or handshakes to SDEDs. Any notification queries specific to CLIs will need to be referred to the CPS Service Management Centre (SMC). Alternatively please refer to Section 6 of this document. CPSOs will contact BTW to advise that notifications have not been received. These issues will in all cases correspond to the delivery and receiving of automated system messages by both BTW and the CPSOs. These messages will come in a number of forms: Request Files - These are sent to BTW by CPSOs and contain the order requests. Handshakes These are sent by both BTW and CPSOs, and are used to acknowledge receipt of information being transferred from CPSO BTW and visa versa. These are sent within an hour of the file being submitted. NB. If BTW does not receive a handshake from a CPSO then BTW will resend the file again at 1 hour intervals to a maximum of 3 occasions. Update Files These are used to update the CPSO on their orders and are sent within 24 hours of the order being rejected, accepted or switched by BTW. Those CPSOs that have a third party that process their files and notifications should contact the relevant party in the first instance to check their systems for missing files before reporting to BTW. Page 7 of 10

8 7.1 DEDs Reporting Flow Charts Missing Files/tifications/Handshakes Has the CPSO carried out checks with their Technical Team on the status of their systems/ connections? Is the CPSO able to send request (CPSR) files and handshake (CPSH) files to BTW? CPSO to check with their Technical team before contacting BT. Has the CPSO recorded any FTP errors? CPSO to BT connectivity correct. CPSO to carry out further investigations with their Technical Team regarding the nature of the FTP errors. CPSO to BT connectivity may be affected. (A) Can the CPSO receive tification (CPSN), Status Update (CPSS) files, and handshake (CPSH) files from BTW? BT to CPSO connectivity may be affected. (B) BT to CPSO connectivity correct. Page 8 of 10 Author: If (A) or (B) applies, further investigations will be required. CPSO to report fault into BTW on Option 1 or via broadband.eco.admin@bt.com quoting (A) and/or (B) as applicable. If (A) and (B) are not applicable further investigation to be carried out by CPSO Technical team or Helpdesk. BTW Product Line

9 7.1.2 Intervals/Gaps in File Sequences CPSOs will also need to contact BT and advise that they have found gaps in their files. This means that files are not running sequentially or that the time between each file received is greater than normal. In all cases the following process should be followed. The following is only applicable for those CPSO s who take CPS Local Exchange Calls. Has the CPSO carried out checks with their Technical Team on the status of their systems/connections? Has the CPSO identified any gaps between file numbers i.e. are they running sequentially? CPSO to check with their Technical Team before contacting BT. Is there an increased time delay between receipt of files/ handshakes to BT? CPSO to BT connectivity may be affected. Further investigations are required. Contact Option 1 or broadband.eco.admin@bt.com to raise a fault. CPSO to BT connectivity correct. CPSO to carry out further investigations with their Technical Team or contact the CPS Helpdesk on or via cps.carrier@bt.com Page 9 of 10

10 8 CPS Inventory Report At the CPSOs request an Inventory report will be made available which can be downloaded by CPSO from the SDEDs server on a monthly basis. The CPSO will be able to use their existing FTP link they use for placing CPS Orders on the CPS Gateway to access the CPS Inventory report but will require an additional CHAP user name and password to be supplied by BT Wholesale. To request the additional CHAP user name and password CPSOs will need to complete Table 1 of the attached application form and return it to Robert.carbis@bt.com Should the CPSO also want a new additional FTP link to be set up to DEDs to download the CPS Inventory report Table 2 of the form will also need to be completed. 9 Complaint Handling BT Wholesale generally divides complaints into two categories: i) Operational Complaints These are complaints arising out of a business as usual service delivery and usually relate to repair and provision. As such the normal BT Wholesale operational channels are best placed to resolve any issues and the first level escalation point as detailed in sections 3 and 4 above should be contacted to deal with such complaints. If after exhausting the normal escalation route an Operational Complaint is not resolved to your satisfaction please contact your BT Account Manager. ii) High Level Complaints High Level Complaints are those complaints that generally obtain a high level of priority because of e.g. the level of customer dissatisfaction. In the first instance such complaints should be directed to your account manager. Page 10 of 10