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ECO PLUS WBC EUA (END
USER ACCESS)
TRAINING GUIDE
AUTHOR:
BTWHOLESALE
DATE: 19/12/2007
ISSUE 1
Issue 1 : 2007© British Telecommunications plc
This is for training purposes only and is subject to change by BT
Page 1 of 55
Legal and Confidentiality Statement
The information contained in this Training Guide is provided to the Communications Provider
in confidence for information purposes only and is the copyright of British
Telecommunications plc. Please do not forward, republish or permit unauthorised access.
Publication of this Training Guide does not give or imply any licence to any intellectual
property rights belonging to British Telecommunications plc or others. Whilst BT has taken
reasonable steps to ensure that the information contained within this Training Guide reflects
BT’s current thinking, it is subject to change at any time without further notice. Further,
anything contained in this Training Guide does not constitute any contractual or other
obligation on the part of BT. 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
Training Guide by any person.
© Copyright, British Telecommunications plc, 2007
Registered Office: 81 Newgate Street, London, EC1A 7AJ
Registered in England no.1800000
All third party rights are hereby acknowledged.
© British Telecommunications plc, 2007. All rights reserved.
Issue 1 : 2007© British Telecommunications plc
This is for training purposes only and is subject to change by BT
Page 2 of 55
CONTENTS
1
2
3
Page
Introduction
6
eCo Plus
Ethernet MSIL
WBC EUA (End User Access)
Prerequisites
Disclaimer
6
6
6
6
7
How to use eCo Plus to order EUA for WBC
8
Step 1 Log in
Step 2 Place Order
Step 3 Select Account
Step 4 Select Product (WBC End User Access)
8
8
9
9
Step 5 Select Line Item Added (WBC End User Access)
Step 6 Associate existing site & service point
Step 7 Customer Required Date (CRD)
Step 8 Change Customer Required Date (CRD)
Step 9 Select Billing Account
Step 10 Order Details Complete
Step 11 Availability Check
Step 12 Product Configuration
10
10
11
11
12
13
13
15
Step 13 Order Summary
16
Step 14 Configuration Validation
17
Step 15 Close quote/ continue order
17
Step 16 Confirm Order Details
17
Step 17 Project, contact method, contact name
18
Step 18 Order Confirmation
19
Ungroup functionality on eCo Plus
20
Step 1 Save Order Progress
20
Step 2 Select Quantity and Ungroup
21
Step 3 Configure Ungrouped Orders
21
Step 4 Check Availability
22
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4
5
6
7
Favourites functionality on eCo Plus
23
Step 1 Save As Favourite Functionality
23
Step 2 Save As Favourite
24
Step 3 Saved As Favourite Screen
24
Step 4 Customer Zone
25
Step 5 Open Favourites
25
Step 6 Add Selected Favourite to Order
26
Order Tracking
27
Step 1 Track Order
28
Step 2 Search Order
29
Step 3 Select Order
30
Step 4 View Configuration Details
30
Step 5 View Order Details
31
Step 6 View Components
31
How to use eCo Plus to report a Fault
32
Step 1 Report a Fault
32
Step 2 Search Asset
33
Step 3 Select Asset
33
Step 4 Diagnose/ Report Fault
34
Step 5 Fault Placement : Structured Questions
34
Step 6 Diagnostic Summary
36
Step 7 Book/ Re-schedule Appointment
37
Step 8 Create a Fault Report
37
Step 9 Submit Fault
38
How to use eCo Plus to amend a Fault
39
Step 1 Track Faults
39
Step 2 Search all Accounts
39
Step 3 Search Account
40
Step 4 Select Fault
41
Step 5 Amend Fault
41
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8
9
10
11
Step 6 Amend Fault Details
41
Step 7 Permission for Intrusive Testing
41
Step 8 Amend Appointment
42
How to use eCo Plus to cancel a Fault
43
Step 1 Track Faults
43
Step 2 Search all Accounts
43
Step 3 Search Fault
44
Step 4 Cancel Fault
45
Step 5 Cancel Reasons
45
How to use eCo Plus to close a Fault
47
Step 1 Inbox
47
Step 2 Action Required
47
Step 3 Close Fault
48
How to use eCo Plus to reject a Fault
49
Step 1 Inbox
49
Step 2 Action Required
49
Step 3 Reject Fault
50
Additional Information
51
How to access eCo Plus
Hints and Tips
Ungroup functionality on eCo Plus
Favourites functionality on eCo Plus
Service Availability Check
Mini Shopping Cart
Disclaimer
Document History
51
53
53
54
54
54
55
55
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1
Introduction
This ‘Training’ guide is designed to enable customers who are participating in the
WBC trial to order WBC EUA (End User Access) using the new eCo Plus via
www.btwholesale.com.
There are pre-requisite orders which must be completed before an EUA (End User
Access) order is placed. Please refer to WBC product guide for details.
This document provides you with a step by step guide that takes you through the
processes of how to order and raise and close a fault for WBC EUA (End User
Access) using eCo Plus. Please note that screen shots have been provided to
accompany each step of the process. To help guide you when a step is referring to a
certain screen the title of the screen will be written in orange. When referring to an
icon or button you need to click this will be written in purple.
eCo Plus
eCo Plus is an online application that enables you to enquire, place orders and faults
as well as track orders and faults for the 21CN BT Wholesale products within a secure
environment.
Ethernet MSIL
Ethernet Multi-Service Interconnect Link (Ethernet MSIL) is a BT Wholesale product to
interconnect BT’s 21CN with other Communication Providers’ equivalent network. It
supports services such as Next Generation Network Call Conveyance (NGN CC) and
Wholesale Broadband Connects (WBC). In building Handover (IBH), In-Span
Handover (ISH), and Customer Sited Handover (CSH) variants are offered.
WBC EUA (End User Access)
The connection between the end user and their local Exchange (Aggregation Point
(AP).
Prerequisites
In order to use eCo plus You will need to ensure the following is in place :
• registered as a user on www.btwholesale.com, as detailed on page 51.
• access to eCo Plus, as detailed on page 51.
• EMSIL
• AP SET
• AP & EP
• valid site which will be required to pass the availability check to order WBC
EUA (End User Access).
• valid 21cn billing account
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The ordering and provisioning for WBC EUA (End User Access) does not have a pre
requisite as such, but will fall out if all of the above is not provided for.
If you do not have a valid 21cn billing account, you will need to contact your Service/
Account manager who will engage with the Billing team in BT Wholesale to set one up
for you. It is not possible to set up a billing account during the user journey of ordering
WBC EUA (End User Access).
Disclaimer
eCo Plus is still in development and as a result, there may be functionality or buttons
that do not work during the WBC trial period when ordering WBC EUA (End User
Access).
Any prices shown on the screen shots within this training guide was taken for test
purposes only and do not represent a cost model for this product.
This information is provided for guidance purposes only and is subject to
change by BT.
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2 How to use eCo Plus to order EUA for WBC
Please read the following instructions below that provides you with a step by step
guide of how to use eCo Plus to order WBC EUA (End User Access). Please note that
screen shots have been provided to accompany each step of the process.
Step 1. Log In
Once logged into www.btwholesale.com ‘click’ the ‘eCo Plus’ link located under the
Applications heading within Customer Zone.
Step 2.Place Order
To place an order click ’Add Products’.
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Step 3. Select Account
To select a ‘Customer Account’ click on drop box to view available accounts, then
select an account that you are authorised to use from the list.
Step 4. Select Product (WBC End User Access (EUA)
To select a product scroll down the page and click
at the bottom of the page to
view more products, the scroll down the page and click ‘ADD’ against the WBC End
User Access (EUA) (Standard Lead Time 5 days subject to survey).
ADD
This will add order to basket and useful if customer requires to order more than one product, or a
quantity of more than one
ADD & CONFIGURE
Will allow the user to add single order to a basket and configure at the same time.
Once you have selected ‘ADD’ your Quote and Order Details will be displayed. Please
note all fields are mandatory where a red * is displayed.
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Step 5. Select Line Item Added (WBC End User Access (EUA)
The (WBC End User Access (EUA) Product has now been added as an Item. To
continue with order journey click ’NEXT’
Step 6. Configure Product (WBC End User Access (EUA)
The Basket screen is now displayed showing your order summary. To configure your
order please click the ’CONFIGURE’ button. Note, under Details Complete a Red Flag
is displayed. Once the Product configuration is complete, the flag will be Green.
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Step 7. Customer Required Date (CRD)
You are now taken to the Quote and Order Details page. The CRD (“Customer
Required Date”) is defaulted to the standard lead time for this product pre-populated to
5 day lead time – you can change date post the 5 days lead time but not before by
clicking date icon. If the CRD is satisfactory proceed to Step 9. Please note that the
time displayed within the CRD is not guaranteed.
Step 8. Change Customer Required Date (CRD)
A new Calendar window will appear. Select your require CRD and click ‘SAVE’. Here
the CRD has been changed to 31 October 2007.
The Quote and Order screen will be displayed and the CRD will have the amended
date populated.
At your discretion please populate ‘Your product reference’ (this field is circled in the
picture below under step 9) – please note: This is a free text field that can be used to
search for an order within the Track order option.
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Step 9. Select Billing Account
To select a billing account click on the drop down arrow icon highlighted below
The Select billing account screen is displayed. Click on radio button to select the
billing account you require and then click ‘Done’. (Please note that there is also a
search facility where you select from the Find field, populate the Starting With free text
field then click ’Go’).
If you do not have a valid 21c billing account, you will need to contact your Service
Account manager who will engage with the relevant people to set one up for you. It is
not possible to set up a billing account during the user journey of ordering WBC End
User Access (EUA).
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Step 10. Order Details Complete
All details in the Quote and Order Details screen will now be populated. Click ’CHECK
AVAILABILITY’ to continue.
Step 11. Availability Check
For a standard order enter the telephone number (DN) you wish to place your order
against and then click ‘SEARCH’.
Please note this is a free text field. Note, if you are placing an order to migrate a nonBT service, you must specify a MAC key. If you are placing an order to migrate a legacy
BT service, please specify just the existing Service ID. Please note that migrations from
another CP or from a legacy product are not available at this time.
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Scroll down the page to see the test response. Please note the response contained in
the screen shot below indicates that the initial line Check successful for Directory
Number (Green) for ADSL and ADSL+ products.
Now scroll back up page and click use ‘USE SELECTED RESULT’.
Then, scroll back down page and click ‘NEXT’.
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Step 12. Product Configuration
The e-Configurator screen is launched, scroll down the page to complete the
questions and then click on ’DONE’. Currently only a limited amount of options are
available so only certain choices may be selected at this time. The table that follows the
screen shot shows the full list of questions however not all may be relevant to your
order. Where there is more than one option displayed please only choose options that
are in bold, not those greyed out as they are not currently supported as part of this trial.
eCo Plus and the WBC EUA (End User Access) products are still in development and
as a result, there may be functionality or buttons that don’t work during the WBC trial
period when ordering WBC EUA (End User Access). BT would appreciate your
support and understanding during this time. Please report any problems to your trials
team.
Please note that ADQ Real time and care levels are not supported in the customer trial.
For more information regarding your options below, please consult your Product
Handbook or Account Manager.
Question
Drop down answers
Please select Access Type
ADSL
ADSL+
Standard
Stable
Super Stable
Yes
No
Auto
Standard
Elevated
Yes
No
0kbit/s
250kbit/s
400kbit/s
800kbit/s
8Mbit/s
24Mbit/s
448kbit/s
832kbit/s
Standard Service Care
Enhanced Service Care
Please select Stability Option
Do you require Interleaving ?
Please select Traffic Weighting
Do you require Advanced Services
Please select Real Time speed ?
Please select Downstream speed
Please select Upstream speed
Please select the maintenance category you require
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Step 13. Order Summary
The Basket screen is now displayed showing your order summary. If a green flag is
displayed under Details Complete, it means you have filled in all the required fields,
click ‘CONFIGURE’ then expand the folder view by clicking as shown below. If a red
flag is displayed you need to alter or complete missing details by; either via the
configurator which is where the input bandwidth; product details etc - click on configure;
or using the thread bar and moving back to previous screen to check that site details;
service point etc has been fully completed. Any prices shown on the screen shots within
this training guide was taken for test purposes only and do not represent a cost model
for this product.
Once expanded, note the green flag against each displayed your order summary. To
configure your order please Click on the ’VERIFY CONFIGURATION’ button.
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Step 14. Configuration validation
A validation results screen will now be displayed confirming your configuration was
successful, now click ’CLOSE’.
Step 15. Close Quote or Continue with order
The validation results shown above will close and a new screen asking you to either
close the quote or continue with the order will be displayed, click ’CONTINUE’.
Step 16. Confirm Order Details
The Confirm Order Details screen is launched. At your discretion please populate
‘Your reference’ (this field is circled in the picture below) – please note; this field can be
used to search for an order within the Track order option. Now please Populate the
mandatory field called ‘Your description’. Please note both fields are free text.
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Step 17. Add to Project, choose update method & contact name
The Select Project field circled in the screen shot below, enables you to choose an
existing group of orders (project) to add your order to grouped orders allows ordination
of your multiple orders.
At this stage please choose your preferred method for tracking and receiving updates
for your order. Options are; Order tracking where all updates will be on eCo plus, or
email, or no acknowledgement. Please note that if email or no acknowledgement is
chosen updates will still be available to view on eCo plus.
Please also choose your contact if a suitable one is not already shown, please click on
the drop down arrow circled in the picture, the Select Contact screen will then be
displayed. (If you wish to select an alternative contact for this order, the contact details
can also be modified at this point. The alternative contacts listed are registered BT.com
users associated with the account).
For the purposes of the customer trial, order tracking by email is not available.
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On the Select Contact screen If contact is required to be changed, select new contact
using the radio button and click USE THIS CONTACT. If contact is not listed, click
CREATE NEW CONTACT.
Step 18. Order Confirmation
Your Order details will now be displayed. Please Acknowledge and check our terms &
conditions by putting a tick in the box, then click ‘Submit’ to confirm the order.
The order is then passed down to the back end systems for progression. This should
not take longer than 5 minutes.
The order placement journey is now complete and your order has been submitted. The
order details are displayed showing a BT order reference. Note; you can click on this
hyperlink to view the Service ID and check milestones etc.
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3
Ungroup functionality on eCo Plus
Ungroup functionality can be used to replicate a line item. This is useful if you want to
place an order containing many line items of the same product type and similar
configuration. For example if you want to place an order for 20 EUAs, all with the
same CRD, you would add a single EUA line item to the order, set the CRD and then
use the ungroup functionality to replicate that line item 20 times.
The steps below follow Step 9 Billing Account (2. How to use eCo Plus to order EUA
for WBC) as detailed on page 12 of this guide. At this stage, you would have selected
the following within the ordering process:
•
•
•
•
•
Account
EUA (End User Access) for WBC product
CRD (Customer Required Date)
Your Product reference
Billing account
Step 1. Save Order Progress
All details in the Quote and Order Details screen will now be populated. To save the
details of your order at this stage, Click ’SAVE’.
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Step 2. Select Quantity and Ungroup
The Basket screen is now displayed showing your order summary. Note, under Details
Complete a Red Flag is displayed. Once the Product has been configuration is
complete, the flag will be Green.
Select the number of EUA (End User Access) for WBC orders you would like to
progress under ’Quantity’. The default is always set at 1; however for the purpose of
this demonstration the ’Quantity’ has been changed to 4.
To save, click ’SAVE QUANTITY’, then to ungroup the separate 4 orders, click
‘UNGROUP’.
Step 3. Configure Ungrouped Orders
The 4 EUA (End User Access) for WBC orders have now been separated. To
progress each order to suit your requirements from this stage, click ’CONFIGURE’
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Step 4. Check Availability
All details in the Quote and Order Details screen will now be populated as saved in
Step 1. Once you have inserted a ‘Product reference’ for this order, click ’CHECK
AVAILABILITY’ to continue and then progress to Step 11. Availability Check (2. How to
use eCo Plus to order EUA for WBC) as detailed on page 13 of this guide. Then once
you have completed the configuration for this order, you are then able to do the same
for the other duplicate orders and configure each to your specifications.
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4 Favourites functionality on eCo Plus
If you find yourself placing many orders containing the same products with similar
configurations, you may wish to save the order as a favourite. This will enable you to
quickly create new orders in the future based on this favourite, instead of having to
create a new order and manually pick-in and configure each line item from scratch. A
favourite can also be added to a currently open order, i.e. the line items contained
within the favourite will be added to the basket of the open order.
The step by step guide below details how to save an order as a ‘Favourite’ and then
subsequently add it to your order. For all orders that are saved as Favourites’, the
saved order is available by clicking the ‘Open Favourites’ link via the Customer Zone
front page on eCo Plus.
Step 1. Save As Favourite Functionality
For the purposes of this demonstration the steps below follow Step 3. Configure
Ungrouped Orders (3. Ungroup functionality on eCo Plus) as detailed on page 20 of
this guide. At this stage of the ordering process, the 4 EUA (End User Access) for
WBC orders have now been separated. To save this order as a favourite, click ’SAVE
AS FAVOURTE’.
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Step 2. Save As Favourite
The ‘Save as favourite’ screen is now displayed. To enable you to search for this
order at a later date, populate the ‘Favourite name’ field and the mandatory ‘Your
Description’ field as shown below. Please note that both fields are free text boxes. To
save, click ’SAVE’.
Step 3. Saved As Favourite Screen
The ‘Saved as favourite’ screen is now displayed. To accept, click ’OK’.
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Step 4. Customer Zone
The ‘My Basket’ screen appears. To find the order you saved as a ‘Favourite’, click
the ’Customer Zone’ link.
Step 5. Open Favourites
The ‘Customer Zone’ page appears on the front of eCo Plus. To select favourite
orders, click ’Open favourites’.
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Step 6. Add Selected Favourite to Order
Select favourite that you want to add to your order by using the radio button and click
’Add selected favourite to order’
The favourite EUA (End User Access) for WBC order has now been added to your
existing order. To progress each order to suit your requirements from this stage, click
’CONFIGURE’
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5
Order Tracking
This section covers the ‘Order Tracking’ functionality and provides a step to step
guide demonstrating how to use eCo Plus to search for an order, and subsequently
drill down into the order to view the asset configuration previously selected. How to
look at the components that make up the order (rental charge, connection charge etc)
is also detailed.
‘Order Tracking’ also gives you the ability to check the status of the order line items.
The ‘Order Tracking’ functionality allows you to do the following:
•
•
•
•
•
•
•
search (as demonstrated below in steps below)
search for both order line items and order headers (order headers are basically
"whole orders" and can contain multiple order line items). The steps below
depicts the search for an order line item with a Service Reference of
"BBEU*". Specifying a search criteria of "BBEU*" searches for all EUA products.
The "*" character is a wildcard character (all EUA order line items have Service
Reference numbers beginning with "BBEU".
initiate the Amend or Cancel of orders
view components that make up the order (rental charge, connection charge etc)
send a customer query
view updates against each order. You can do this by clicking the "View
Components" button, and then referring to the "Component Milestone" section in
the ensuing page.
Accept or Reject excess construction charges / CPD proposals / service
handover. This can be done in the "MCO Requests" section of the Product
Components page. The following table shows the products this is applicable to:
Accept/Reject Excess
Construction Charges
Accept/Reject Customer
Promised Date proposal
Service Handover request
This activity request is generated by Etherway, MSIL
Neo when it receives the DECC
information from Openreach.
Neo calculates the CPD based on
Etherway, MSIL
NAD supplied by Openreach. If CPD
is earlier than CRD, then this
request is generated. For Q2, this
activity request will be enhanced to
include the reason code and reason
text if the CPD is revised.
Once all the service fulfilment jobs
Etherway, MSIL
are closed against an order line, Neo
created this activity request for the
customer to accept the service.
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This section covers the ‘Order Tracking’ functionality and provides a step to step
guide demonstrating how to use eCo Plus to search for an order, and subsequently
drill down into the order to view the asset configuration previously selected. How to
look at the components that make up the order (rental charge, connection charge etc)
is also detailed.
The ‘Order Tracking’ functionality allows you to do the following:
•
•
•
•
•
•
search (as demonstrated below in steps below)
search for both order line items and order headers (order headers are basically
"whole orders" and can contain multiple order line items). The steps below
depicts the search for an order line item with a Service Reference of "BBEU*".
initiate the Amend or Cancel of orders
view components that make up the order (rental charge, connection charge etc)
send a customer query
view updates against each order. You can do this by clicking the "View
Components" button, and then referring to the "Component Milestone" section in
the ensuing page.
Step 1. Track Order
Log onto eCo Plus via www.btwholesale.com as shown in Section 2, Step 1. login as
detailed on page 8. Then once you are in the ‘Customer Zone’ within eCo Plus, click
’Track Orders’ to track an order.
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Step 2. Search Order
Various search criteria is available for you to search your order. You can search for
part of a number or reference by using an asterisk (*) as a wild card (e.g. Service
reference ‘0123*) will search all instances where the Service reference begins with
‘0123’). You can also search orders against an account by clicking on the radio
button to the left of the account name.
The step below depicts the search for an order line item with a Service Reference of
"BBEU*". Once you have selected your search criteria, click ’search’.
For a new search on a different account, please choose the account you want to
search against and click ‘New Search’. If no records are found please click ‘Refine
search’.
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Step 3. Select Order
The orders that you have searched for in the selected account and criteria will be
listed. Click on hyperlink of order you want to view.
Step 4. View Configuration Details
The Order Details screen is now displayed containing details of your order. To view
the asset configuration previously selected, click ‘VIEW CONFIGURATION
DETAILS’.
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Step 5. View Order Details
The Product Configuration page is now displayed. Scroll down the page to view the
attributes and values associated with your order. To view details of your order, click
’Order Details’.
Step 6. View Components
The Order Details screen is now displayed, to view the asset configuration previously
selected, click ‘VIEW COMPONENTS’.
The Product Components screen is now displayed containing component details of
your order.
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6
How to use eCo Plus to report a Fault
This section covers the ‘Fault Reporting’ functionality and provides a step to step
guide demonstrating how to use eCo Plus to search for an order, and subsequently
raise a fault. Contained within the fault reporting process is a structured questions
element which is designed to investigate your issue and determine a root cause. If
there is no fault found on the BT network or with BT, and an engineer appointment is
scheduled, please note that you may incur charges.
The process flow below details the steps that need to be completed before a fault can
be submitted to BT.
Step 1. Report a fault
Log onto eCo Plus via www.btwholesale.com as shown in Section 2, Step 1. login as
detailed on page 8. Then once you are in the ‘Customer Zone’ within eCo Plus, click
’Place fault’ to report a fault with EUA for WBC.
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Step 2. Search Asset
The View inventory screen is now displayed. Please enter search criteria to search
for a particular asset and click ’SEARCH’. Please note that searching against all
accounts will take longer than searching against a single account.
Various search criteria is available for you to search your order. You can search for
part of a number or reference by using an asterisk (*) as a wild card (e.g. Service
reference ‘0123*) will search all instances where the Service reference begins with
‘0123’). You can also search orders against an account by clicking on the radio
button to the left of the account name.
The step below depicts the search for an order line item with a Service Reference/
Service ID. Once you have selected your search criteria, click ’SEARCH’.
For a new search on a different account, please choose the account you want to
search against and click ‘New Search’. If no records are found please click ‘Refine
search’.
Step 3. Select Asset
The View inventory screen is displayed together with your search results. Click on
hyperlink of the asset you want to view.
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Step 4. Diagnose/ Report Fault
The Inventory details screen is displayed. To diagnose and report a fault on the
selected asset, click ’DIAGNOSE/ REPORT FAULT.’
Please note that there is a 28 day fault period which means you cannot raise a fault
against if one has been raised concerning the same in the last 28 days.
The ‘Associated Faults’ button enables you to see if any faults have been raised
against the asset.
Step 5. Fault Placement : Structured Questions
The Fault Placement : Structured Questions screen is displayed.
Please progress through the structured questions and be as accurate as you can. You
will be provided with drop down options relating to the questions and where necessary
a free text field will be made available for you to populate specific information
regarding the question and your fault. Once you have provided a response to a
question, click ’NEXT’ to move onto the next question.
At any time during this process, you have the option to go to ‘Previous screen’ or
‘Cancel.’
The path you follow through the ‘Structured Questions’ are as a direct result of your
answers and will enable the system to diagnose your fault accurately. The structured
questions follow a particular path pertaining which is as a direct consequence of your
previous response. This is designed to establish the root cause of your fault by
eliminating certain possibilities and checking specific statements.
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Once you have completed the ‘Structured Questions’ click ‘NEXT’ and wait for the test
results to be checked. Please note that this may take a few minutes to complete.
For the purpose of this training guide, the ‘Structured Questions’ answers brought up
a message saying ‘Circuit is in course of provisioning. Please click ‘NEXT’ to
continue.
You will then be asked to identify course for fault resolution. Select your response in
the drop down options and click ‘NEXT’
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For the purpose of this training guide, the ‘Structured Questions’ answers generate
message : ‘There is no apparent fault on the BT Wholesale network. Please confirm
that the following areas have been checked :
Filters
End User PC settings
Internet wiring
No current provision activities
Modem/ Router settings
No service Provider
network activities
Please now confirm whether the problem is resolved by selecting ‘Yes’ or ‘No’ on the
drop down menu, then click ’NEXT’ to continue. For the purposes of this training
guide, ‘No’ is selected.
You will now see a warning message : The Service Provider may be charged for this
action, if the fault does not lie in the BT Wholesale domain. Click ’NEXT’ to continue.
You will then be asked to complete a series of questions to raise a fault against the
type you selected (e.g. cannot connect). Click ’NEXT’ to continue. Once you have
provided a response to a question, click ’NEXT’ to move onto the next question.
Please note that when asked to provide details for the best contact time for primary
contact; this is not an appointment date. Once completed, you will be asked to select
either the ’FINISH’ button to finish your Fault Report or select ’CANCEL’ button to
abort Fault Report. Click ’FINISH’.
Step 6. Diagnostic Summary
The Diagnostic Summary screen is displayed detailing your test results. Please be
aware that if diagnostic tests indicate that there is no fault on the network (Test
Outcome = “Pass”), you may be liable for charges if you proceed to raise the fault. If
you no longer wish to raise a fault, please the ‘CANCEL’ button. Click ’NEXT to
continue.
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Step 7. Book/ Re-schedule Appointment
The Appointment screen is displayed. Please fill in the form and detail when it is
convenient for a BT engineer to visit either your premises or a 3rd party premises.
Once all details are complete, click ’NEXT to continue.
Step 8. Create a Fault Report
The Create a Fault Report screen is displayed. Please complete the relevant fields to
create a fault report.
KCI (Keep Customer Informed) details: 1 – Acknowledgement/ 3- Clear/ 5- Close.
Contact details options include : Portal/ email/ Phone/ SMS.
Once you have completed all the necessary fields, click ’NEXT to continue.
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Step 9. Submit Fault
The Submit Fault screen is now displayed and lists your fault detail.
Please scroll down to the bottom of the page and acknowledge that if this fault has not
been caused by BT, you may be charged.
By putting a tick in the box as shown below, you agree to pay the repair charges if the
network or equipment failure turns out to be a non-BT fault. Click ‘Submit Fault’ to
submit your fault.
If required, at this stage you have the option here to edit your fault report or cancel
your fault.
The Fault Report Confirmation screen is displayed.
You fault is now submitted and is now being managed by BT.
Please note that the standard terms and conditions of the maintenance option you
have chosen will apply.
For details of your maintenance option, please consult your Product Handbook.
Please make a note of your ‘BT Reference Number’ as you will be able to use this
reference when tracking this fault and when in contact with BT.
You can be kept informed of updates to this fault from ‘Fault Tracking’.
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7
How to use eCo Plus to amend a Fault
This section covers the ‘Amend Fault’ functionality and provides a step to step guide
demonstrating how to use eCo Plus to search for and amend a fault.
If there is no fault found on the BT network or with BT, and an engineer appointment
is scheduled, please note that you may incur charges.
Step 1. Track Faults
Log onto eCo Plus via www.btwholesale.com as shown in Section 2, Step 1. login as
detailed on page 8. Then once you are in the ‘Customer Zone’ within eCo Plus, click
’Track faults’ to track and then subsequently amend a fault with EUA for WBC.
Step 2. Search all Accounts
Click ‘Search all accounts.’ Please note you can view items for an account by
clicking on the radio button to the left of the account name.
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Step 3. Search Account
To search for a fault, please enter search criteria to search for a particular fault and
click ’SEARCH’. Please note that searching against all accounts will take longer than
searching against a single account.
Various search criteria is available for you to search your order. You can search for
part of a number or reference by using an asterisk (*) as a wild card (e.g. Service
reference ‘0123*) will search all instances where the Service reference begins with
‘0123’). You can also search orders against an account by clicking on the radio
button to the left of the account name. Please note that searching against Site Name/
Town/ City or Postcode will take longer than searching against all other criteria.
The step below depicts the search for a fault with a BT reference. Once you have
selected your search criteria, click ’SEARCH’.
For a new search on a different account, please choose the account you want to
search against and click ‘New Search’. If no records are found please click ‘Refine
search’.
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Step 4. Select Fault
The View inventory screen is displayed together with your search results. Click on
hyperlink of the asset you want to view.
Step 5. Amend Fault
The Fault Details screen is displayed. To amend fault on the selected asset, click
’AMEND.’
Step 6. Amend Fault Details
The Amend Fault Details screen is displayed. You will then be taken though some of
the details that you submitted when you originally raised the fault. If a question
requires no change, click ‘NEXT’ to move onto following question. If amendment is
required, make the necessary change then click ‘NEXT’ to move onto the next
question. At any time during this process, you have the option to go to ‘Previous
screen’ or ‘Cancel.’
Step . 7 Permission for Intrusive Testing
Select either ‘Yes’ or ‘No’ to whether the service can be taken down to allow intrusive
testing. Click ‘NEXT’ to continue through questions.
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Step . 8 Amend Appointment
If you have selected to amend your appointment and receive the message below,
your fault has now progressed to a stage where agents may be working on it. This
amendment is likely to incur extra charges. Please check the box and click ‘NEXT’ if
you accept the possible charges. Otherwise click Cancel to return to the Fault Details
without making any changes to the details. Click ‘NEXT’ to continue.
If required click ’PREVIOUS’ to go back, or ’CANCEL’ to cancel the amend fault
process.
Click ‘FINISH’ to complete the amendments and submit to BT.
The Fault Details screen is displayed with the fault amendments updated.
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8
How to use eCo Plus to cancel a Fault
This section covers the ‘Cancel Fault’ functionality and provides a step to step guide
demonstrating how to use eCo Plus to search and cancel a fault.
If there is no fault found on the BT network or with BT, and an engineer appointment
is scheduled, please note that you may incur charges.
Step 1. Track Faults
Log onto eCo Plus via www.btwholesale.com as shown in Section 2, Step 1. login as
detailed on page 8. Then once you are in the ‘Customer Zone’ within eCo Plus, click
’Track faults’ to track and then subsequently amend a fault with EUA for WBC.
Step 2. Search all Accounts
Click ‘Search all accounts.’ Please note you can view items for an account by
clicking on the radio button to the left of the account name.
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Step 3. Search Account
To search for a fault, please enter search criteria to search for a particular fault and
click ’SEARCH’. Please note that searching against all accounts will take longer than
searching against a single account.
Various search criteria is available for you to search your order. You can search for
part of a number or reference by using an asterisk (*) as a wild card (e.g. Service
reference ‘0123*) will search all instances where the Service reference begins with
‘0123’). You can also search orders against an account by clicking on the radio
button to the left of the account name. Please note that searching against Site Name/
Town/ City or Postcode will take longer than searching against all other criteria.
The step below depicts the search for a fault with a BT reference. Once you have
selected your search criteria, click ’SEARCH’.
For a new search on a different account, please choose the account you want to
search against and click ‘New Search’. If no records are found please click ‘Refine
search’.
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Step 3. Select Fault
The View inventory screen is displayed together with your search results. Click on
hyperlink of the asset you want to view.
Step 4. Cancel Fault
The Fault Details screen is displayed. To amend cancel a fault on the selected asset,
click ’CANCEL.’
Step 5. Cancel Reasons
The Cancel Fault screen is displayed.
Please see below a list of cancellation reasons that are available on the drop down list
in the fault cancellation journey.
Access problems
Incorrect line reported
Fault Location changed
Line being terminated
Fault no longer exists on line
Wrong Asset Number
Reported
Circuit Now Working
Cost implication
Problem on Customer
Equipment
Please note, that if your fault has now progressed to a stage where agents may be
working on it, a cancellation is likely to incur extra charges.
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If you wish to go ahead with the cancellation, please check the box and click
’SUBMIT’ once you have selected a cancellation reason from the drop down menu
and made a note of the cancellation reason in the free text box as shown below.
If you do not wish to continue to cancel the fault, click ‘BACK’ to return to the Fault
details.
The Cancel Fault screen is displayed with the ‘Status’ updated to ‘Open –
Cancellation in Progress.’
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9
How to use eCo Plus to close a Fault
This section covers the ‘Close Fault’ functionality and provides a step to step guide
demonstrating how to use eCo Plus to search and close a fault.
Step 1. Inbox
Log onto eCo Plus via www.btwholesale.com as shown in Section 2, Step 1. login as
detailed on page 8. Then once you are in the ‘Customer Zone’ within eCo Plus, click
’Inbox’ to track what action is required by you to subsequently close a fault with EUA
for WBC.
Step 2. Action required
You Inbox screen is displayed. To see what actions that are outstanding and require
attention, click ‘Action required.’
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Step 3. Close Fault
If any action is required by you, there will be a line item under the ‘Action’ section
detailing the fault’s BT reference.
Here you have the option to either ‘Accept’ or ‘Reject’ resolution of the fault.
To accept that the fault has now been resolved, click ‘ACCEPT’.
A separate window will appear asking you to confirm your acceptance.
To accept closure of the fault, click ‘OK’, otherwise ‘CANCEL’.
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10 How to use eCo Plus to reject a Fault
This section covers the ‘Reject Fault’ functionality and provides a step to step guide
demonstrating how to use eCo Plus to search and reject a fault.
Step 1. Inbox
Log onto eCo Plus via www.btwholesale.com as shown in Section 2, Step 1. login as
detailed on page 8. Then once you are in the ‘Customer Zone’ within eCo Plus, click
’Inbox’ to track what action is required by you to subsequently reject a fault with EUA
for WBC.
Step 2. Action required
You Inbox screen is displayed. To see what actions that are outstanding and require
attention, click ‘Action required.’
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Step 3. Reject Fault
If any action is required by you, there will be a line item under the ‘Action’ section
detailing the fault’s BT reference.
Here you have the option to either ‘Accept’ or ‘Reject’ resolution of the fault.
To reject that the fault has now been resolved, click ‘REJECT’.
A separate window will appear asking you to enter a rejection reason. Please note this
is a free text field.
To accept rejection of the fault, together with the rejection reason you have given,
click ‘OK’, otherwise ‘CANCEL’.
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11 Additional Information
How to access eCo Plus
eCo Plus is accessed via www.btwholesale.com. The eCo Plus link is located within
the Customer Zone under the ‘Applications’ heading.
Please note that access to eCo Plus is subject to the user having successfully
registered for access to www.btwholesale.com.
The following details the process of how to register on www.btwholesale.com and
achieve access to eCo Plus to enable you to order the products detailed in this
document.
Key Step in Process
Customer Journey
If not already a BT
Customer, you need
to register and be
aligned to a BT Line of
Business (LoB)
(BT Wholesale)
Customer contacts Wholesale Client Reception Team either
by phone or email [email protected] or 0800 671045
The Reception team checks that the Customer is a bona fide
entity (credit checks etc) and assigns an Account Manager
The Customer must have a Legal Entity
BT creates a Customer Account
Before Products can be Ordered, a Billing Account needs to
be created, containing information on Contacts, Billing
Address etc. This will be done by BT Wholesale Billing on
receipt of the necessary information (this will normally come
via the Account Manager)
This stage of the process could take a week, but depends on
the size and complexity of the relationship
BT Wholesale
Registration
www.btwholesale.com is the portal to access eCo Plus, and
Users must log in via it first
Customer first registers by going to www.btwholesale.com,
clicking on the Register link, and going through the online
registration process which is intuitive
An email will be sent to confirm successful Registration
Help can be obtained via links off the website
This stage of the process is more or less immediate
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eCo Plus Registration
To be able to Order 21CN Products online, Customers must
Register for eCo Plus
There is a link off www.btwholesale.com to do this, however
first Customers must nominate Gold Users(s) who will be
given certain admin rights and will vet additional Users within
the Customer’s Organisation
1. The Gold User(s) names / contact details should be
provided to BT via the BT Product Manager / Account
Manager
2. Gold Users can, when advised, apply for eCo Plus
access by following the Instructions shown below
3. Gold User(s) will receive confirmation that they have
access and can now log onto eCo Plus
4. Additional Users should follow the same process
below, however Gold Users will be given admin rights
to authorise Additional Users to see that Customer
Account
5. Additional Users will now be able to log in to eCo Plus
Instructions to apply online for eCo Plus (all Users)
•
•
•
•
•
•
•
•
•
•
User logs onto www.btwholesale.com and Customer
Zone page will be displayed
Click on ‘Subscribe to other Applications’
On the Enhanced Services page, beneath the
‘Manage Orders’ menu, click on ‘Eco Plus’
Check the request this resource box against ‘Eco
Plus’
In ‘Additional Information’ give justification for why
access is required which will help Admin validate the
request
Click Ready
User will receive on-screen confirmation & an
automated email confirming the request has been
submitted & provisioning of access will take up to 24
hours
NOTE ‘Additional Users’ will not get access until
enabled by their Gold Users as mentioned above
User logs into www.btwholesale.com, clicks on Eco
Plus from their Applications menu and can now Order
21CN Products and Services
To register a User typically takes 1-2 days. Several
Users could be registered simultaneously but large
numbers will take longer
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Further Information
For general help with www.btwholesale.com, click on the
‘Help’ link within the green banner of each page of the site or
email [email protected]
For help in placing an Order, or Fault, please contact your
BT Service Team
For technical support with eCo Plus, please contact our
support desk on 0800 7835639 Option 4 (not to be used
until advised operational, until then contact service / product
Manager)
For admin support, such as changing or deleting Users,
contact [email protected]
Hints & Tips
There is a Hints & Tips link available on eCo Plus for further information.
If a technical warning message appears, please follow the instructions in the
message, alternatively log out and back in again, if an error occurs please let the trials
team or know or contact your account manager.
If a red flag is displayed under Details Complete - via the configurator which is where
the input bandwidth; product details etc - click on configure; or using the thread bar and
moving back to previous screen to check that site details; service point etc has been
fully completed.
Once you have completed all required information in Quote and Order Details screen,
click NEXT. If you click SAVE, you will be taken to the Basket screen and a red flag will
appear under Details Complete.
Any field with a red * is mandatory.
You progress will be stored on eCo Plus for up to 20 minutes if you are timed out of
www.btwholesale.com
Ungroup functionality on eCo Plus
Ungroup functionality can be used to replicate a line item. This is useful if you want to
place an order containing many line items of the same product type and similar
configuration. For example if you want to place an order for 20 EUAs, all with the
same CRD, you would add a single EUA line item to the order, set the CRD and then
use the ungroup functionality to replicate that line item 20 times.
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Favourites functionality on eCo Plus
If you find yourself placing many orders containing the same products with similar
configurations, you may wish to save the order as a favourite.
This will enable you to quickly create new orders in the future based on this favourite,
instead of having to create a new order and manually pick-in and configure each line
item from scratch.
A favourite can also be added to a currently open order, i.e. the line items contained
within the favourite will be added to the basket of the open order.
Service Availability Check
Once eCo Plus has recognised details of the site and its associated service point, eCo
Plus will then complete a technical availability check.
This may take a few minutes to complete. An automated response is generated from
the back end systems. A message will be displayed if the service is available at the site.
If available the resilience options will also be displayed.
If the service is not available at the chosen location, unfortunately you will be unable to
progress the WBC EUA (End User Access) order on that site at this time.
Mini shopping cart
The purpose of the mini shopping cart is to provide users with the price of the line item
they are currently viewing/configuring. The price on the mini shopping cart is updated
dynamically if the user changes a cost-affecting attribute against the line item. This
enables the customer to quickly get a quote for a particular product.
An example of the mini shopping cart is shown in the screen shot below.
The cart provides a breakdown of non-recurring and monthly recurring charges and
relates to the specific line item selected only and not the entire order. It is available via
the Order Line Details page and the eConfigurator page. The price will change
depending on what is being selected (i.e. bandwidth).
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Disclaimer
eCo Plus and the WBC EUA (End User Access) products are still in development and
as a result, there may be functionality or buttons that don’t work during the WBC trial
period when ordering WBC EUA (End User Access). BT would appreciate your
support and understanding during this time. Please report any problems to your trials
team.
Any prices shown on the screen shots within this training guide was taken for test
purposes only and do not represent a cost model for this product.
Document History
Issue Number
Issue 1
Reason for update
First Issue
Updated by
BTWholesale – In-Life
Systems
Issue 1 : 2007© British Telecommunications plc
This is for training purposes only and is subject to change by BT
Date
December 2007
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