Online Fault Management

Transcription

1 Online Fault Management Log a problem report To log a fault, you will need to: Search for any existing problem report Troubleshoot the fault Submit a problem report if required. Search for problem report When a fault is reported you must check for any existing record using these steps: 1. Log into OFM. 2. Click the launch button under the report section. The affected service screen displays 3. Complete the following fields: Affected service type Phone number: Voice Pilot number/extension: ISDN Circuit ID: HSNS/Handovers ASID: Broadband/Baseband, including Boost VDSL - If a fault is impacting both Baseband and Broadband services, use the Broadband ASID, NGA Use for edmr Backhaul. Loop Wire Centre: Do not use. Affected service The affected service s number: Phone number or pilot number/extension, e.g For phone numbers, do not include the national access code 0, spaces, dashes or brackets Circuit ID, e.g. IDA or ATM53412 ASID, e.g The service number is provided when you order a line, circuit or service.

2 4. Click submit and OFM will check for duplicate problem reports. 5. Determine: IF THERE s... THEN... No active problem reports currently logged against the specified affected service The enter problem report details screen displays. Go to troubleshoot the fault. An existing active problem report against the specified affected service The view problem report screen displays with the message a problem report already exists for that affected service. If required, click amend and add information to the existing problem report. Multiple active problem reports already logged against the specified affected service A list of those problem reports displays. Select a problem report by clicking its hyperlink, and the view problem report screen displays. If required, click amend and add information to the existing problem report. Troubleshoot the fault Once you have confirmed that there are no existing problem reports for the affected service, complete the following steps to troubleshoot the fault: 1. Ensure you have completed the recommended troubleshooting below: PRODUCTS Baseband IP Broadband Voice Tolls Smartphone services Data NGA Other Identify: Times/dates/number of instances Identify symptoms: can t call/can t browse Identify issue: no dial tone/no DSL/circuit down x x x x x x x x x x x x x x x x x x x x x 2 Online Fault Management May 2017

3 Identify any changes: moved equipment/ changed settings or plan Confirm your customer is using the service correctly Perform tests on your internal interface Perform your internal troubleshooting checks x x x x x x x x x x x x x x x x x x x x x x x x x x x x x Isolation test x x x x x Check physical set up: Filters/number of devices/splitter /monitored alarm/sky decoder Check for static IP address x x x Perform speed tests x x x Check CPE/NTU/ONT lights/settings/connectivity /restart/try another modem x x for ISDN only Dial 059 before the number x x Check PABX x Check traffic type impacted real time and best efforts x Check SPM x x x x x Check Check Mate x 2. Determine if troubleshooting the fault with your customer has resolved the fault. If the problem is not resolved, submit a problem report. Submit a problem report Complete the following steps to submit a problem report if the fault was not resolved via troubleshooting: 1. Complete the enter problem report details section of the problem report: 3rd party service provider End-Users SP The third party service provider, if applicable. This is any intermediary service provider, between the reporting party and the customer s service provider. The customer s service provider, if this is not your company. 3 Online Fault Management May 2017

4 Service Select the service you are logging a fault for from the dropdown list. If the problem report is for a fault impacting both baseband and broadband services, choose the relevant broadband option, i.e. Basic UBA, Enhanced UBA or Wholesale VDSL2 service or Boost VDSL. Warning: If you select the wrong product in the service field your fault ticket will be rejected. If you are unsure of the service, check for the original order in OOT or Chorus Portal. Service provider reference Your unique reference number to track this problem report. Fields with an * are mandatory 4 Online Fault Management May 2017

5 2. Complete the address section. If there is a phone number or ASID entered in the affected service field, this section will auto-populate. If a circuit ID is displayed in the affected service field, you will need to complete the following address fields: Note: The address will default where this is held and you will not be able to edit it. Flat number Street number Street name Street type Level type Level number Building name Suburb City Flat or unit number, if applicable Street number Street name Avenue, Street, Road, Place, etc Level type if applicable, e.g. level, block, unit Level number if applicable, e.g. B, G, 1, A Building name if applicable Suburb City 3. Complete the site instructions section: Site directions Site health & safety instructions Site visit instructions Any helpful information for the technician in identifying the correct premises, e.g. last driveway on the left, wooden building at far end of car park Any helpful information for the technician in identifying any health and safety issues Any helpful information for the technician in identifying where they need to go once they are at the correct location 4. Complete the site contacts section: 5 Online Fault Management May 2017

6 Site contact Preferred contact Phone/mobile Alternative site contact Preferred alternative contact Phone/mobile/ The first name and surname of the person who: Can give access to the site and the communications room Understands the nature of the problem Phone or mobile from the dropdown list The phone or mobile number as appropriate. Do not use an address The name of an alternative site contact, if possible. This field must be completed for HSNS and other data problems. The selected person must be able to give permission to take down the circuit for testing and isolation purposes. Phone or mobile from the dropdown list The phone or mobile number as appropriate. Do not use an address. 6 Online Fault Management May 2017

7 5. Complete the generic fields in the problem details section. Where there are no servicespecific diagnostic/troubleshooting questions describe the problem in as much detail as possible in the additional information field: Field Impact Urgency Priority Has an isolation test been carried out? Responsibility is accepted for no fault found fee? Medical escalation team leader name Medical escalation team leader contact number What specific circumstances may have been involved in the fault? Do you want repairs made if the technician has identified a fault in the premise accepting any additional charges? Additional information There s a 480 character limit. Use standard abbreviations in problem descriptions to reduce characters. For larger files or different formats, the information to chorus_faults@chorus.co.nz and include the problem report ID Action The impact of this fault from the dropdown list. Usually this will be either site/dept, multiple user or user. The assure team will assess and validate this field. The urgency of this fault from the drop-down list. Usually this will be average. The assure team will assess and validate this field This will automatically populate depending on what is chosen in the impact and urgency fields. Yes if an isolation test has been carried out, otherwise select no. An isolation test may not be possible. Check this box and confirm that you are confident all the troubleshooting has been completed and your company will accept any charges if there is no fault from the Chorus network Your team leader s name. They must be advised of any medical emergency and approve. The approving team leader s contact number. Check this box and then check any other boxes to indicate if weather conditions, Chorus working on the street or any other contributing factors need to be taken into account. Yes if your company accepts any associated charges with repairs, otherwise select no. Depending on the affected service, enter the following. If there s: An HSNS fault or other data issue enter the time that the circuit can be taken down. A residential fault, enter REP2CPE for full repair including splitter repair, or REP2DM for diagnosis only and fix to demarc** A broadband fault, enter the broadband password and business customer hours. A re-sync error, enter the number of re-syncs in an hour. A DSL dropping problem, enter the number of drops in an hour. An NGA problem, enter confirmation that an isolation test has been completed, Run ONT status, ONT to RGW 7 Online Fault Management May 2017

8 connectivity and ONT status over time tests in Check Mate and provide test IDs For edmr Backhaul you must provide the following: Cell site code Describe the issue and any environmental conditions/factors at the time the fault occurred. For Boost VDSL you must provide the following: Q or NQ (qualifying or non-qualifying) Description of the fault Test reference from SPM Provide the following information for the technician: Relevant numbers - phone and/or ASID number, POTS number associated with the line. Contact names and numbers for the person who knows about the fault, is in the building and has access to the network equipment, the person who can give permission to take down the circuit and the end customer (if different from site contact). Access hours including the weekend (when the technician can access the site). Your 0800 number. Clear fault description, has it ever worked, when did it stop working, is it a repeat? SPM or Check Mate test results if applicable. ** Please note: If REP2CPE is requested the technician will also investigate and fix a splitter where applicable. If REP2DM is selected and no fault is found up to the demark another fault will need to be logged to investigate the CPE within a customer premise. Note: Information messages and explanatory pop-ups: OFM displays important information on screen in blue. Please read these messages carefully, as they differ depending on the selections you have made. Where term is shown in, hover over this to display additional explanatory information in a pop-up. 8 Online Fault Management May 2017

9 6. Complete the diagnostic/troubleshooting questions: IF A... THEN... Voice problem Go to step 7 Broadband problem Go to step 8 Data problem Go to step 9 Handover Links or Backhaul problem Go to step 10 NGA Problem Go to step 11 9 Online Fault Management May 2017

10 7. Complete the voice questions in the problem details section. If a fax, EFTPOS or alarm issue try using a standard corded phone before continuing. If the service has not worked since installation, please refer the fault to the provisioning team as a failed install. SELECT IF Inbound call fault Outbound call fault Can t make toll call Smartphone service faulty Customer requires temporary call diversion There s a fault with inbound calling, then select one option from the list that displays. There s a fault with outbound calling, then select one option from the list that displays. Your customer cannot make a toll call, then answer the relevant questions that display. There s a fault with the smartphone service, then answer the relevant questions that display. Your customer requires temporary call diversion Indicate if the customer is aware of a possible temporary call diversion charge Complete the diversion destination number field that displays. The call diversion destination number should include the area code or mobile prefix. This is a CPE/site issue, no technician visit required PABX on site and has been checked Check this box if the problem is with customer premises equipment (CPE), e.g. PABX, telephone set, and no technician visit is required. A PABX is attached to the line and has been checked as a potential issue. Provide the PABX technician s name and contact number in the fields that display. What message did the caller hear? Does the call connect successfully if customer dials 059 prefix before the number? What number/s did the customer dial? Any message your customer heard. No if the call does not connect successfully when your customer dials a 059 prefix before the number. The toll number(s) the customer dialled, include all area/country code prefixes dialled, if customer was cut off during the call, or the call terminated elsewhere. 10 Online Fault Management May 2017

11 What were the dates/times of failed calls? The dates/times of failed calls if the customer was cut off during the call, or the call terminated elsewhere. What are the NTU light statuses? The NTU/modem light status. Which smartphone service is faulty? How is your customer using the smartphone service? What smartphone service troubleshooting steps have been followed? The smartphone service your customer is having trouble with. Explain your customer is using the service. Include the steps they re following and the numbers dialled. Explain what troubleshooting steps you have followed. 11 Online Fault Management May 2017

12 8. Complete the broadband questions in the problem details section. Note the following before completing the fields: Tell your customer to leave their modem/router on until the fault is resolved. If the service has not worked since installation, please refer the fault to the provisioning team as a failed install. For VDSL faults, do not use the port refresh functionality in the SPM. A port refresh will cause the dynamic line management to restart from default. This means that if the 12 Online Fault Management May 2017

13 dynamic line management has optimised the connection it will need to go through the process again, which may take up to 10 days. Does customer have filters plugged into jackpoints? What is the make/model of the customer s Has the customer tried another modem/router? Is there a monitored alarm attached to this line? Select yes or no from the dropdown list. Enter the make and model of your customer s modem/router. Yes or no from the dropdown list Ask your customer if there a splitter installed (even if alarm not in use)? Select yes or no from the dropdown list. Is there a PABX attached to this line? Is there a Sky decoder attached to this line? Yes if there is a PABX attached to the line, otherwise no. Yes if there is a Sky decoder attached to the line, otherwise no. If yes, ask the customer if it is filtered? Is there 5 or more devices attached to this line? Yes if there are five or more devices attached to the line, otherwise no. If yes, ask your customer if the jackpoints are filtered? Has the customer been assigned a static IP address? Yes if your customer has been assigned a static IP address, otherwise no. What is the customer s username including realm? Your customer s username include the realm details, e.g. bob.jones@xtra.co.nz. How many disconnections per day? Number of disconnections per day. What was the speed test result? Ask your customer: Are there any other applications running? Is virus and spyware removing software installed? Has virus and spyware removing software been run? Enter speed test result (download/upload speed in kbps). 13 Online Fault Management May 2017

14 What was the speed test server? Speed test server result. 14 Online Fault Management May 2017

15 9. Complete the data questions in the problem details section: Faults The type of problem from the dropdown list: Circuit down if the connection is not working Circuit Error if there are errors on the circuit Circuit bumping if the circuit is going up and down, i.e. not stable and staying up Slow throughput - slow data transfer Low sync - connection between your customer s modem and the DSLAM is slow. Has the NTU been reset? What are the NTU light statuses? Hardloop required for testing When should hardloop be applied/ removed? Check the box. If the NTU has not been reset, please ask your customer to reset the NTU. The details of the end user s NTU/modem light status, e.g. status on/off, power on/off, Rx on/off, TX on/off. Check the box if applicable. This is not available for High Speed Network Services (HSNS). The dates and times for when the hardloop is to be placed on the circuit and removed. 10. Complete the details for the Handover link or backhaul problem Complete the handover links and UBA\UBR\eDMR backhaul questions in the problem details section - not all fields will display for all services 15 Online Fault Management May 2017

16 Are multiple customers across multiple regions being impacted? Relevant option from the dropdown list. Specify impacted geographic regions Is this a shared service Handover? Which geographic region/s are impacted, e.g. Hamilton (town/city), Northland (province). Relevant option from the dropdown list. Is this service being oversubscribed? Relevant option from the dropdown list. Is the service experiencing packet loss during periods of high utilisation? Which service/s are impacted? Relevant option from the dropdown list. Which service/s are impacted. Is the port functioning as expected? Relevant option from the dropdown list. Are there errors on your interface? Relevant option from the dropdown list. Is there connectivity through any fibre provided to your equipment? Relevant option from the dropdown list. Which class of service is being impacted? Relevant option from the dropdown list. 16 Online Fault Management May 2017

17 11. Complete the details for the NGA problem. Note the following: As our demarcation is within your customers premise, our technicians will generally require site access. Your customer must be made aware that access to the premise must be available during the given commit time. Under no circumstances should your customer be asked to interrupt the power to the ONT. Faults closed with a Chorus Network OK will incur a No Fault Found charge Complete the NGA questions in the problem details section: Faults The type of problem from the dropdown list: Layer 1 No Optical Signal Layer 1 Intermittent Service Layer 2 Impaired / No Comms Layer 2 Performance / Throughput ONO ATA Voice Internal Wiring Replace Vendor / RSP CPE Multicast Do you want repairs made if the technician has identified a fault in the premise, accepting any associated charges as defined in the Pricebook?* Yes / No 17 Online Fault Management May 2017

18 Additional information Any other information business name, special access requirements, which service is impacted data / voice / both, extent of impact, troubleshooting already undertaken *You will need to specifically authorise the repair of faults beyond the demarcation (ONT). The option to select yes / no will depend on the service, and fault reported. E.g. NGA Evolve BS2 + Replace Vendor / RSP CPE will only show no. 12. Complete the appointment section: Exchange area Work division This field may auto-populate, otherwise enter the exchange the product is serviced from (not the cabinet). Business voice for business customers voice services outside plant for cable faults Broadband for business and residential customer s broadband services, use this option for HSNS faults Residential voice for residential customer s voice services. This will determine the appointment times available. Fibre Access will auto-populate for NGA View schedule Self-service truck roll Click view schedule to display the field force schedule screen. See scheduling appointments for information on the field force schedule screen. Check if you want a self-service truck roll (SSTR). Note: Some scenarios will already have the SSTR checkbox pre-selected. You need to determine if a SSTR is required or the fault is to be managed via the Chorus Assure desk. SSTR is not available for all services, e.g. NGA If you do not require a SSTR deselect the checkbox. Preferred schedule ASAP if the customer is easily contactable and able to be available at the address at short notice. This assigns the soonest appointment available. OFM will remind you to add Business Hours to the case description. BETW to enter your customer s preferred between date and time. See scheduling appointments for information on booking a BETW appointment. 18 Online Fault Management May 2017

19 Test results ref The reference number for any SPM or Check Mate tests that have been run. 13. Click submit. The problem report created screen displays, which provides the problem number and verifies that the problem has been assigned. 19 Online Fault Management May 2017