Interconnect Network
Faults Template
Date: November 2015
Interconnect Network Faults
Objective of Template
In order to improve customer experience and reduce cycle time on Interconnect Network faults BTW
Customer Service are asking out customers to populate the template below and email to the generic
mailbox i.c.repair@bt.com
NB this information can also be found in the CSP
Document Ownership
The BT Wholesale Customer Service has overall ownership of this document
Document History
Issue Number
Date
Comment
Issue 1
November 2015
First Issue – Sarah Wright
Sarah.j.wright@bt.com
Network Faults Structured Questions
Section A - General Questions for All Faults
All fields must be completed - where applicable delete as necessary
1
Communication Provider Name
2
Contact details of the person reporting the
fault
Name
Number
Name
3
Contact details for the person who will
assist with diagnostics and restoration
Number
4
Contact details for the person who will
assist with diagnostics and restoration
outside normal hours [Required for
Priority 1]
Name
Number
Reporting Party
5
Fault Reference(s)
Receiving Party
6
Has the fault been proved off of the reporting party’s network, i.e.
beyond the point of connection (POC)
Yes
Date
dd/mm/yyyy
7
/
/
When did the fault / incident occur?
Time
hr:mm:ss
:
Is the fault limited to a specific time of the day?
8
No
Yes
Start
Time
hr:mm:ss
:
:
AM / PM / 24hr
GMT / BST
:
No
End
AM / PM /
24hr
GMT / BST
:
:
AM / PM / 24hr
GMT / BST
All fields must be completed - where applicable delete as necessary
8
Is this fault affecting all calls, or a specific percentage of
calls?
All
Percentage
%
Yes
No
Yes
No
To determine Priority, confirm that there is either:
(a)
(b)
9
(c)
(d)
(e)
10
A total loss of access by either party to pass calls between
the two networks
A total loss of access to one or more of the number groups
or ranges owned by either party
A total loss of access to one or more of the number groups
or ranges owned by a third party when calls are transited
via either CPs network
A loss of any service deemed as ‘business critical’
Any loss of emergency service access
Confirm co-operation will be made available AT ALL TIMES to
assist to diagnose and restore the fault including outside of normal
working hours
[Note: The reporting party understands that if co-op is not
available as agreed at fault reception then the other party are
entitled to regrade the fault to Priority 2]
Priority
11
12
[Note: For the fault to be classified as Priority 1, the
answers to questions 6, 9 & 10 must be 'Yes']
Priority 2
Priority 1
If the responses to either Q11
or Q12 are ‘No’ and Priority 1 is
requested the reporting party
must supply supporting
evidence for the change from
Priority 2
[Note: This evidence may be
discussed at Service Review
Meetings between the
parties]
Before reporting the fault to the other party, the reporting party confirms that all reasonable endeavours have
been made to ensure the fault has been proved from that Party’s network.
Both parties agree to use best endeavours to clear the fault in as short a time as possible before reporting /
accepting the fault
Section B - Sample Questions Related to Fault Category
Category
Geographic Calls
Indirect Calls
Type
From the Reporting Party
To the Reporting Party
Page
4
Indirect Access
5
Carrier Pre Select
6
Carrier Pre Select - Billing
7
Export from the Reporting Party
Geographic Number
Portability
Import to the Reporting Party
8
Returning from Export
Non Geographic
Number Portability
Mobile Roaming
Import
Export
Overseas customers roaming within UK
UK customers roaming overseas
9
10
Targeted Transit
11
STP Signalling
12
Geographic Calls from the Reporting Party
CP
CP
All fields must be completed - where applicable delete as necessary
1
Reporting Party - Originating Number
2
Receiving Party - Destination Number
3
Does the fault originate on a third party network?
4
The handover POC (1141 code)
4
Fault Description?
Geographic Calls to the Reporting Party
CP
CP
All fields must be completed - where applicable delete as necessary
1
Reporting Party - Destination Number
2
Receiving Party - Originating Number
3
Does the fault terminate on a third party network?
4
The handover POC (1141 code)
5
Fault Description?
Yes
No
Indirect Access (IA)
Code
BT
CP
BT
All fields must be completed - where applicable delete as necessary
1a
What is the originating number?
(Please confirm that it belongs to BT)
1b
Is this the only originating number involved or
are there others known?
1c
What is the indirect access code?
2a
What is(are) the destination number(s)?
2b
Does the fault appear to relate to specific
number range (N.B. problems with a specific
number range indicate an egress fault)?
3
What is the nature of the problem? (NU, EET,
PET etc.)
4
If dialled without the code, does the call succeed
(e.g. dotted line)?
5
At which point during call set-up does the call fail
(e.g. after IA code or full destination number
dialled etc.)?
6a
Is the IA code being dialled manually (BT the
end-user) or automatically e.g. via ‘smart box’?
6b
Yes
No
Yes
No
Manual
Auto
If automatic, has the end-user tried
disconnecting the smart box and dialling
manually?
Yes
No
7a
Does the call arrive at the CPs switch?
Yes
No
7b
If applicable, has the CP proved the egress
route (back to BT) is working?
Yes
No
7c
If the CP has proved the egress route is
working, at which POC(s) is(are) the calls
handed over to BT (1141 code)?
Carrier Pre-Select (CPS) [Not Billing]
Possible delivery
CP A
BT
BT
DLE
CP B
CPS Code
All fields must be completed - where applicable delete as necessary
1a
What is the originating number?
1b
Is the end-user a registered customer for this service?
Yes
No
1c
Has the end-user’s service ever worked?
Yes
No
1d
Is this the only originating number involved or are there
others known?
2
What is the CPS code?
3a
What is(are) the destination number(s)?
3b
Does the fault appear to relate to specific number range
(N.B. problems with a specific
number range indicate an egress fault)?
Yes
No
4
What is the nature of the problem? (NU, EET, PET etc.)
5
If dialled without the code, does the call succeed (e.g.
dotted line)?
Yes
No
6
At which point during call set-up does the call fail (e.g.
after IA code or full destination number dialled etc.)?
7
Can the call be made successfully using the BT
override code (1280)? [N.B. If the answer is no, then
the end user should be referred 151/154]
Yes
No
8a
Does the call arrive at the CPs switch?
Yes
No
8b
If applicable, has the CP proved the egress route (back
to BT) is working?
Yes
No
8c
If the CP has proved the egress route is working, at
which POC(s) is(are) the calls handed over to BT (1141
code)?
Carrier Pre-Select (CPS) [Billing]
All fields must be completed - where applicable delete as necessary
1a
What is the originating number?
1b
Is the end-user a registered customer for this service?
Yes
No
1c
Has the end-user’s service ever worked?
Yes
No
2
What is the CPS code?
3b
Specify which numbers are incorrectly appearing on the
end-user’s bill
3a
Under which category do they appear?
4
Is problem affecting all calls that should be carried by
the CP
Yes
No
Geographic Number Portability
These diagrams use BT as the example fault recipient.
Import
BT
DLE
Conc
CP
Export
BT
DLE
Conc
CP
Return from Export
BT
DLE
Conc
CP
All fields must be completed - where applicable delete as necessary
1a
What is / was the ported number?
1b
Is this a newly ported number?
2
What prefix is being used?
3
What is the problem?
Yes
No
Non-Geographic Number Portability
These diagrams use BT as the example fault recipient.
Import
BT
BT
CP
Export
BT
BT
CP
All fields must be completed - where applicable delete as necessary
1a
What is / was the ported number?
1b
Is this a newly ported number?
2
What prefix is being used?
3
Has a call been made successfully to the Delivered To
Number (DTN)
4
What is the nature of the problem?
Yes
No
Yes
No
Mobile Roaming
UK Mobile Roaming Overseas
Int'l
Gateway
Europ
e
UK
Overseas Mobile
Int'l
Gateway
UK
Roaming within UK
Europ
e
All fields must be completed - where applicable delete as necessary
1
Global Company name (Global Title) being called
2
International Gateway Switch to which calls are being
sent
3
What is the nature of the problem?
Targeted Transit Calls
CP
TT Prefix
Added
BT
BT
Handover
POC
Handback
POC
CP
TT Prefix
Removed
All fields must be completed - where applicable delete as necessary
1b
Is this service covered by an existing contractual
agreement?
Yes
No
1b
Has this service ever worked?
Yes
No
1c
Is this a new TT service?
Yes
No
1a
What is the TT prefix?
2
Has a call been made successfully to the Delivered To
Number (DTN)
Yes
No
3a
The handover POC (1141 code)
3b
The handback POC (1141 code)
4a
The originating CP switch (1141 code)
4b
The terminating CP switch (1141 code)
5
What test number can be used by BT on the
destination switch and what is the expected
RVA (Recorded Voice Announcement)
6
What is the nature of the problem?
STP (Signaling Transfer Point) Working
N.B. This type of fault tends to be looked upon as a Network Fault but can involve problems with
specific links used to carry the STP signaling and as such should be raised as a Dummy Link Fault
to ensure that it is dealt with by the appropriate teams.
A possible configuration for explanatory purposes
STP
Signalling Path
CP
Media Transmission Path
BT
All fields must be completed - where applicable delete as necessary
1
Which links carry the STP signalling?
2
Are the links which carry the signalling in service?
Yes
No
3
Are the links which carry the media in service?
Yes
No
4a
The CP switch (1141 code)
4b
The BT switch (1141 code)
4c
The BT STP (1141 code)
5
What is the nature of problem (e.g. link OK, but
seeing no signaling)? Include exact wording of
any RVA (Recorded Voice Announcement)
Email clientreception@bt.com or call
0800 671 045
www.btwholesale.com