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Customer Impact Tool This tool was designed to create a user friendly front end to the customer impact matrix and make it easier for service providers.

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Presentation on theme: "Customer Impact Tool This tool was designed to create a user friendly front end to the customer impact matrix and make it easier for service providers."— Presentation transcript:

1 Customer Impact Tool This tool was designed to create a user friendly front end to the customer impact matrix and make it easier for service providers to find the information they need. It is still currently being developed and as such any comments or feedback you have related to this tool (and not the content) should please by directed to Please also note, that whilst this tool is freely available for use, certain documents which it refers to are only accessible via the secure area of the consult 21 website. If you do not currently have access to this area, and you are a registered service provider please feel free to register via the Consult 21 website.website Disclaimer SKIP

2 Customer Impact Tool Platform TimelinesFeatures ImpactServices Impact Version DetailsMigration Activities MCC and migration portal interfaces PF Critical CPE Items List Help (opens external document) Upgrade Impacts Notes & Glossary Supporting Documents Matrix (opens external document)) The CI Tool provides information that is regularly updated. The methods and customer impacts( if appropriate) contained within it are subject to averages and trial and test activity. Use the links below to navigate to the relevant information you are seeking EXIT

3 Platform Timelines Tool Home PSTN Timeline ISDN2 TimelineISDN30 Timeline BB Timeline Follow the links below for more detailed information related to each platforms migration impacts Time PSTN BB ISDN2 ISDN30 Platform Activity Timeframe ~9 months~6-3 months~3-1 monthsOn the night Frames clean upGroomingTCP InstallLine Migration No Customer ImpactSome Customers AffectedAll Customer Affected What is frames clean up? Frames clean up is the process of engineers visiting local exchanges and tidying up the existing frames in order to prepare them for the upcoming migration process. What will be the impact of frames clean up? Worst case scenario is a 30seconds to 3 minute outage for 3% of end users When does this occur and at what time? Frames clean will take place between 36 to 12 weeks prior to migration and is a 24/7 activity. What is grooming? What will be the impact of grooming? What is the evidence to date? What is TCP Install? What will be the impact of TCP install? What is the evidence to date? What is Line migration? What will be the impact of Line migration? What is the evidence to date?

4 PSTN Timeline Timelines Home Time ? ~1 week ?? ~6-3 months - Grooming ~3-1 months – TCP Install ~9 months – Frames clean up Migration readiness and commencement Migration Completion/Stability commencement Post cut-over monitoring +7 days – Stability completion, release to BAU Pre-MigrationOn the nightPost-Migration This Timeline shows the impacts that the migration will have upon those end-users on the PSTN platform. Additional information is available in places by clicking on the ?’s

5 BB Timeline Timelines Home Time ? ~1 week ?? ~6-3 months - Grooming ~3-1 months – TCP Install ~9 months – Frames clean up Migration readiness and commencement Migration Completion/Stability commencement Post cut-over monitoring +7 days – Stability completion, release to BAU Pre-MigrationOn the nightPost-Migration This Timeline shows the impacts that the migration will have upon those end-users on the BB platform. Additional information is available in places by clicking on the ?’s

6 ISDN2 Timeline Timelines Home Time ? ~1 week ?? ~6-3 months - Grooming ~3-1 months – TCP Install ~9 months – Frames clean up Migration readiness and commencement Migration Completion/Stability commencement Post cut-over monitoring +7 days – Stability completion, release to BAU Pre-MigrationOn the nightPost-Migration This Timeline shows the impacts that the migration will have upon those end-users on the ISN2 platform. Additional information is available in places by clicking on the ?’s

7 ISDN30 Timeline Timelines Home Time ? ~1 week ?? ~6-3 months - Grooming ~3-1 months – TCP Install ~9 months – Frames clean up Migration readiness and commencement Migration Completion/Stability commencement Post cut-over monitoring +7 days – Stability completion, release to BAU Pre-MigrationOn the nightPost-Migration This Timeline shows the impacts that the migration will have upon those end-users on the ISDN30 platform. Additional information is available in places by clicking on the ?’s

8 Features Impact Tool Home Call MinderRing BackCaller re-Direct Call Barring Individual use of 1471 ACR (Anonymous Call Reject) Choose to refuse Smart Divert Reminder Call Call Divert on busy/ No reply Other network services Interaction between 1471 extra and outgoing call barring This section identifies the impacts to some of the calling & network features during the migration N.B. Those features in orange are affected permanently, those in green are only temporarily affected

9 Call Minder Features Home Once the data freeze is applied at 10pm End users will receive an announcement advising that access to their mailbox is temporarily unavailable. Calls to customers on the migrating DLE during the network freeze period if busy/not available will not divert to voice mail. Once migrated, Customers accessing call minder services from the 21CN e.g will gain access to their mailbox. Stutter dial tone & MWI will be available if applicable Retrieve your messages from any phone, anywhere. Voice only. Pick up messages when you're away from home BT Call Minder is the multi-feature answering service that lets you retrieve messages from any phone, anywhere. Don't call us, we'll call you If you miss a call because your line is engaged, BT Call Minder will take a message for you and call you back when your line becomes free. No more mystery callers - NEW Missed Calls Service It's annoying when someone calls you but doesn't leave a message. BT's new Missed Calls Service identifies up to 3 callers who have called without leaving a message, as long as they haven't withheld their number. More BT Call Minder Features Create your own personal greeting Choose the number of rings before a call is answered Store up to 30 messages for 30 days Listen to your messages online at BT.com with 1571 Online General information on this feature What will be the impact on this feature during the migration?

10 Ring Back Features Home Ring back service prior to transfer both on the 20CN and the 21CN will see that service mature in the normal way unless, the called customer is migrated within the Ring back time period or the calling customer is migrated within the Ring back time period Get an automatic call back from an engaged number. What's the benefit? If you've ever had to spend ages trying to get through to a busy number then you'll love Ring Back. There's no need to dial a busy number over and over again, because Ring Back does that for you. How does it work? When you hear a busy tone, simply dial 5. A recorded message will tell you if your Ring Back request has been accepted. If it has, you can hang up and your phone will keep trying that number until it's free. When it is, your phone will ring and you'll be connected. Ring Back will keep trying a busy number for up to 45 minutes What will it cost? Ring Back is available as part of a Calling Features Pack. See above for full pricing details. It is also available as a pay- per-use service. General information on this feature What will be the impact on this feature during the migration?

11 Caller re-Direct Features Home Calls will redirected as normal via the IN platform except for the customer line cutover. There is no impact Divert your calls to another phone. What's the benefit? Calls that can't get through to your home phone will still reach you on another fixed line or mobile of your choice. How does it work? Call Diversion lets you divert your calls to almost any phone, including your mobile. Call Division can also divert calls while you're on the Internet or if your line is engaged. General information on this feature What will be the impact on this feature during the migration?

12 Reminder Call Features Home Only the Single Reminder Call feature will be available from the NGN. Customers will not be able to programme calls on a weekly basis they must programme their calls on a daily basis Book an alarm call. What's the benefit? Acts like an alarm clock, except it lets you book alarm calls days in advance. How does it work? Maybe you need a repeat reminder every day, or perhaps you need a one off call to remind you to pick up the dry cleaning. You push a couple of buttons to activate the service and then enter the time and date you want to be reminded. Amending a Reminder Call is just as easy. What will it cost? Reminder Call is available as part of a Calling Features Pack. See above for full pricing details. It is also available as a pay-per-use service. General information on this feature What will be the impact on this feature during the migration?

13 Individual use of 1471 Features Home Will work during the transfer period except for the small break in service to customer lines. Once the customer line has been migrated to 21CN, 1471 will work as before. The last number in the 1471 store received prior to cutover will not be carried over Get the number of the last person who called you. What's the benefit? To use this free Calling Feature, dial 1471 to find out the telephone number of the last person who called you.* How does it work? 1471 Call Return service tells you the last number that called - unless the caller withheld their number by dialling 141 before dialling your number, or the call came from a switchboard extension number Call Return also lets you return the call straight away, by pressing is always active and useful even if you have an answering machine. What will it cost? Dialling BT 1471 without using Call Return is free. The Call Return feature of BT 1471 costs a fixed fee. The fee will apply when you press 3 to return your last caller's call. This charge applies whether or not the call is connected. If you don't want your number to be obtained through Caller Display or Call Return (1471), dial 141 before making your call. How do I get it? You don't need to sign up for It's already available for you to use, simply dial 1471 from your phone to hear the number of your last caller. General information on this feature What will be the impact on this feature during the migration?

14 Call Barring Features Home Call barring set against the customers profile prior to the transfer period will still be valid in the 21CN. Prevent your phone from making certain outgoing calls. What's the benefit? Allows you to bar certain types of calls being made from your phone. How does it work? Call Barring lets you decide which types of calls are made from your phone, putting you firmly in control of who uses it and how. To make calls to any of the barred numbers, you will need to enter a PIN number. What will it cost? Call Barring is available as part of a Calling Features Pack. See above for full pricing details. General information on this feature What will be the impact on this feature during the migration?

15 Choose to Refuse Features Home Will still be available during the transfer period except for the short break in service. Once migrated access will be available from 21CN. The customers existing refuse list will still be available once migrated to the 21CN Stop unwanted or nuisance calls. What's the benefit? Choose to Refuse prevents unwanted or nuisance calls getting through to you. How does it work? If you frequently receive unwanted or nuisance calls from a particular number, you can block that number from getting through to you. This ensures your peace of mind and, if later on you change your mind, you can lift the block and allow the caller to contact you again. General information on this feature What will be the impact on this feature during the migration?

16 ACR (Anonymous Call Reject) Features Home Facility will be able to use this service during the DLE transfer period from the existing 20CN accept during the short break in service until their line is restored onto the 21CN. ACR will then be available from the 21CN Block calls from withheld, or anonymous numbers. What's the benefit? Allows you to bar calls being made from withheld numbers. How does it work? If a caller withholds their number, they will not be able to get through to you. They will only be able to get through if they reveal their number. Anonymous Call Reject will not bar incoming calls where it delivers the message 'unavailable'. General information on this feature What will be the impact on this feature during the migration?

17 Call Divert on busy/no reply Features Home Customers who rely on DOB should use an additional continuity strategy e.g. DONR as the line will not be busy at exact point of cutover (i.e. it will be physically disconnected ) so no divert will take place. Otherwise services will mature in the normal way. Divert your calls to another phone. What's the benefit? Calls that can't get through to your home phone will still reach you on another fixed line or mobile of your choice. How does it work? Call Diversion lets you divert your calls to almost any phone, including your mobile. Call Division can also divert calls while you're on the Internet or if your line is engaged. What will it cost? Call Diversion is available as part of a Calling Features Pack. See above for full pricing details. The diverted part of the call is charged to the renter of the service at direct dialled rates, calling customers pay the call charge only to the number dialled. General information on this feature What will be the impact on this feature during the migration?

18 Other Network Services Features Home Will be available throughout transfer except for the short break in service from 20CN to 21CN. Individual customer access to those services for migrated customers will then be available from 21CN. n/a General information on this feature What will be the impact on this feature during the migration?

19 Smart Divert Features Home The access numbers required to access Smart Divert will change to accommodate the move to the 21CN call server. Further information will be updated in subsequent issues n/a General information on this feature What will be the impact on this feature during the migration?

20 Interaction between 1471 and outgoing call barring Features Home The same functionality when using 1471 Extra and Outgoing Call Barring Category 2 will continue on 21CN as on 20C. Outgoing Call Barring Category 2 normally blocks outgoing calls to National, International and Mobile destinations. For subscribers to 1471Extra, Outgoing Call Barring Category 2 will additionally block outgoing calls to Local destinations. n/a General information on this feature What will be the impact on this feature during the migration?

21 Services Impact Tool Home End customer feature Affected? System ‘X’ Flavour System ‘Y’ Flavour 21CN Flavour Call diversion no reply * 61 * Call diversion on busy * 67 * Call diversion on busy and call diversion on no reply * 61 * & * 67 * or * 66 * * 61 * & * 67 * Outgoing call barring natl/int/mob/ * 342 # * 342 # (also bars premium rate) * 342 # Outgoing call barring intl only * 343 # * 343 # (also bars premium rate) * 343 # Outgoing call barring premium rate only * 347 #Not available* 347 # Special dial tone sound Stutter dial tone Modulated dial tone Page 1Page 2Page 3Page 4 Next Page Page 1

22 Services Impact Tool Home End customer feature Affected?System ‘X’ Flavour System ‘Y’ Flavour 21CN Flavour Special dial tone triggers Call Diversion active &/or Message in inbox &/or Call Barring active Call Diversion active &/or Message in inbox Call barring status check * # 34 # or special dial tone * # 34 # “Howler” warning if handset left off- hook SupportedNot SupportedSupported Customer originated trace on analogue MLG lines SupportedNot Supported Presentation number delivery to analogue lines Supported Presentation number delivery to digital lines Supported... network CLI Partially Supported No network CLI Supported… Network CLI fallback Page 1Page 2Page 3Page 4 Next Page Previous Page Page 2

23 Services Impact Tool Home End customer feature Affected?System ‘X’ Flavour System ‘Y’ Flavour 21CN Flavour Presentation number/CLI interaction Network number CLI marked " available" Network number CLI marked " available" Network number CLI marked " available" Reminder call (single) * 55 * Reminder Call (programmed) * 56 *Not Supported Ringing current Unbalanced/ balanced Unbalanced/ balanced Only balanced current available CLI presentation to Called Party - Operator connected calls Calling party number presented Operator number presented Page 1Page 2Page 3Page 4 Next Page Previous Page Page 3

24 Services Impact Tool Home End customer feature Affected?System ‘X’ Flavour System ‘Y’ Flavour 21CN Flavour Erroneous End User use of Recall button after successful establishment of a Three Party Call Error announcement; then automatic reconnection to Three Party Call Dialtone; then automatic reconnection to Three Party Call after 20 seconds max (or less if End User presses 2 or 3 button) OOR (Operator OverRide) Calls to Diverted Lines Operator Procedures for Sys X lines apply Operator Procedures for AXE10 lines apply Page 1Page 2Page 3Page 4 * * No end user impact, only visible to service provider Note: Customers currently experience either Sys X or Sys Y features depending on what type of exchange they are served by; 21CN will harmonise features and therefore there will be some changes for both sets of customers as per this table Previous Page

25 Upgrade Impacts Tool Home Intrusive? Outage Time Time of Day How service provider is informed Additional notes MSAN Upgrade Yes15 minutesOOHPEW Call Server Upgrade YesNo ImpactOOHPEW Test carried out in a live environment Cold Standby Test Yes45 minutesOOHPEW

26 Migration Activities Tool Home Frames clean up Voice (non ISDN2) grooming 21CN voice TCP installed IP stream (ADSL) migration BB grooming ISDN2 21CN TCP Install and verification test ISDN2 grooming ISDN30 migration Voice transfer ISDN2 Migration ISDN30 pre-migration activities LLU shared MPF LLU MPF In this section you can find details of migration activities and the impact they may have

27 Frames Clean Up Activities Home % of end customers affected 3% Timeline to migration 36 – 12 weeks prior Number of outages per end user (worst case scenario) 1 break Duration of voice outage Dependent on activity. Ranges from 30 seconds to 3 minutes Duration of BB outage Dependent on activity. Ranges from 30 seconds to 3 minutes Time of day 24/7 Emergency & Critical calls All reasonable steps will be taken to ensure that no emergency and critical calls in progress will be disconnected during the transfer engineering pre-migration and migration activities Additional notes The frames cleanse activity under 21CN is consistent with normal frames maintenance activities Voice calls in progress (non E&C) All reasonable steps will be taken to ensure that no calls in progress will be disconnected during transfer engineering pre-migration and migration activities How service provider is informed BAU Systems freeze for engineering work commences 6pm – features data freeze for calling & network features n/a Fallback outages n/a (More Info) Currently the following calls are classified as critical - 999/112 - Text Direct ChildLine - Samaritans - NHS Direct /NHS 24 (Scotland) Single Non Emergency Number - Transco - gas escape reporting number - Emergency phones at unmanned level crossings impacted by 21CN - Anti-terrorist hotline For the most up to date information related to the classification of critical calls, please refer to the document C21-IM-012, which can be found through the supporting documents section of this tool.

28 Voice (non ISDN) grooming Activities Home % of end customers affected10% Timeline to migration36 – 12 weeks prior Number of outages per end user (worst case scenario) 1 break (but in exceptional cases possibly 2) Duration of voice outage3 minutes Duration of BB outage0 (broadband not affected by voice transfer) Time of day24/7 Emergency & Critical calls All reasonable steps will be taken to ensure that no emergency and critical calls in progress will be disconnected during transfer engineering pre-migration and migration activities Additional notes Both lines migrating to 21C and lines remaining on legacy may be subject to grooming, this reduces over the course of migration due to product withdrawals Voice calls in progress (non E&C) All reasonable steps will be taken to ensure that no calls in progress will be disconnected during transfer engineering pre-migration and migration activities How service provider is informedPEW Systems freeze for engineering work commences 6pm – features data freeze for calling & network features n/a Fallback outagesn/a (More Info) Currently the following calls are classified as critical - 999/112 - Text Direct ChildLine - Samaritans - NHS Direct /NHS 24 (Scotland) Single Non Emergency Number - Transco - gas escape reporting number - Emergency phones at unmanned level crossings impacted by 21CN - Anti-terrorist hotline For the most up to date information related to the classification of critical calls, please refer to the document C21-IM-012, which can be found through the supporting documents section of this tool.

29 21CN voice TCP installed Activities Home % of end customers affected 100% both migrating and non migrating customers will be affected Timeline to migration 12 weeks prior Number of outages per end user (worst case scenario) 1 break Duration of voice outage Method Jack Test (JT) 46 this is non intrusive and this has been proven and remains 24/7. No PEW will be issued. Method Jack Test (JT)47 this is intrusive, however in trials, the impact was less than 11 seconds, remains 24/7, subject to a PEW. Other TCP methods are currently under review and trial, and have an intrusion to service, which is less than 3 minutes and will be subject to a PEW. Duration of BB outage 0 (Broadband not affected by voice transfer) Time of day 24/7 Emergency & Critical calls All reasonable steps will be taken to ensure that no emergency and critical calls in progress will be disconnected during transfer engineering pre-migration and migration activities Additional notes The method to be used will not be confirmed until the 14day Pew notification Voice calls in progress (non E&C) All reasonable steps will be taken to ensure that no calls in progress will be disconnected during transfer engineering pre-migration and migration activities How service provider is informed No notification required where no customer impact Other methods notified via PEW Systems freeze for engineering work commences 6pm – features data freeze for calling & network features n/a Fallback outages n/a (More Info) Currently the following calls are classified as critical - 999/112 - Text Direct ChildLine - Samaritans - NHS Direct /NHS 24 (Scotland) Single Non Emergency Number - Transco - gas escape reporting number - Emergency phones at unmanned level crossings impacted by 21CN - Anti-terrorist hotline For the most up to date information related to the classification of critical calls, please refer to the document C21-IM-012, which can be found through the supporting documents section of this tool.

30 Voice Transfer Activities Home % of end customers affected 100% of migrating customers Timeline to migration On the night Number of outages per end user (worst case scenario) 1 Break Duration of voice outage 3 minutes for outgoing calls, up to 30 minutes for incoming Duration of BB outage 0 (Broadband not affected by voice transfer) Time of day 00: :00am Emergency & Critical calls Signalling monitoring will be applied to agreed E&C numbers to ensure calls are not in progress at the point of cutover. Additional notes Normally, in mass migration, we intend to migrate PSTN and ISDN at the same time. This will not be possible in Pathfinder so some customers may experience a freeze more than once. ISDN2, ISDN30 and POTS that are not migrating will be subject to the same freeze impacts as migrating customers. Voice calls in progress (non E&C) Calls in progress will be lost but special measures in place for emergency/critical numbers How service provider is informed PEW Systems freeze for engineering work commences 6pm – features data freeze for calling & network features 6pm - 9am for physical activity such as new orders, new provides,re arranges on the migrating DLE but orders will flow through once the freeze is lifted. Customers can access and make changes to their Calling & Network Features up to 10pm when there will be a freeze implemented that stops any changes on the old network until 9am. Once connected onto the 21C network functionality is resumed/available',however any changes made to Calling & Network Features prior to the end of the freeze period may be lost Fallback outages Up to 2 outages to allow for testing / same experience as forward migration ie. outgoing 3 mins incoming 30 mins. This does not allow for mobilisation time in the event of an emergency. Any changes made to Calling & Network Features prior to the end of the end of the freeze period may be lost (More Info) Currently the following calls are classified as critical - 999/112 - Text Direct ChildLine - Samaritans - NHS Direct /NHS 24 (Scotland) Single Non Emergency Number - Transco - gas escape reporting number - Emergency phones at unmanned level crossings impacted by 21CN - Anti-terrorist hotline For the most up to date information related to the classification of critical calls, please refer to the document C21-IM-012, which can be found through the supporting documents section of this tool.

31 BB Grooming Activities Home % of end customers affected 20% Timeline to migration 5 months prior Number of outages per end user (worst case scenario) 1 break, but in exceptional cases possibly 2 Duration of voice outage 3 – 5 minutes per line Duration of BB outage 5 – 10 minutes per line Time of day 24/7 Emergency & Critical calls All reasonable steps will be taken to ensure that no emergency and critical calls in progress on the voice channel will be disconnected during transfer engineering pre-migration and migration activities Additional notes The first 13 West Midlands FOA sites grooming will be conducted OOH and then reviewed. Service providers will be notified of the window for grooming by PEW in exceptional cases where BTW cannot co-ordinate these activities the service provider may have to re submit the order however, this will be by exception Voice calls in progress (non E&C) All reasonable steps will be taken to ensure that no voice calls in progress will be disconnected during transfer engineering pre-migration and migration activities. It is not technically possible for BTW to monitor BB lines for VoIP and Data calls in progress How service provider is informed 14 calendar days prior PEW &BIP/BBCR reports are available advising of all customers on the DSLAM and the day (currently do not notify a time slot merely the day) 5 working days prior orders are updated onto BBCR advising of actual customers affected and day. Systems freeze for engineering work commences 6pm – features data freeze for calling & network features n/a Fallback outages n/a (More Info) Currently the following calls are classified as critical - 999/112 - Text Direct ChildLine - Samaritans - NHS Direct /NHS 24 (Scotland) Single Non Emergency Number - Transco - gas escape reporting number - Emergency phones at unmanned level crossings impacted by 21CN - Anti-terrorist hotline For the most up to date information related to the classification of critical calls, please refer to the document C21-IM-012, which can be found through the supporting documents section of this tool.

32 IP stream (ADSL) migration Activities Home % of end customers affected 100% of migrating customers Timeline to migration On the night Number of outages per end user (worst case scenario) 1 break. Note: PSTN break in service at same time Duration of voice outage Dependent on engineering activity applied, the duration of the outage could be up to 10 minutes. NB this has reduced from the previous worst case of up to 30 minutes Duration of BB outage Dependent on engineering activity applied the duration of the outage could be up to 10 minutes.NB this has reduced from the previous worst case of up to 30 minutes Time of day 00: :00am Emergency & Critical calls Signalling monitoring will be applied to the voice channel, to agreed E&C numbers to ensure calls are not in progress at the point of cutover. It is not technically possible for BTW to monitor BB lines for VoIP and Data calls in progress Additional notes There is no other impact to the BB/PSTN service such as a features freeze but note that on all BB outages the PSTN /voice service experiences the same outage. IPstream SDSL is unaffected by the data validation, grooming & migration activities i.e. there is no end customer or CP impact. Voice calls in progress (non E&C) Voice calls in progress will be cut off and it is not technically possible for BTW to monitor BB lines for VoIP and Data calls in progress How service provider is informed PEW &BIP/BBCR 5 days notice period Systems freeze for engineering work commences 6pm – features data freeze for calling & network features No restriction other than physical restrictions on the frame 6pm - 9am Fallback outages There will be a similar end user experience in fallback as in migration (More Info) Currently the following calls are classified as critical - 999/112 - Text Direct ChildLine - Samaritans - NHS Direct /NHS 24 (Scotland) Single Non Emergency Number - Transco - gas escape reporting number - Emergency phones at unmanned level crossings impacted by 21CN - Anti-terrorist hotline For the most up to date information related to the classification of critical calls, please refer to the document C21-IM-012, which can be found through the supporting documents section of this tool.

33 ISDN2 Grooming Activities Home % of end customers affected25% Timeline to migrationCompleted 3 months prior Number of outages per end user (worst case scenario) 2 breaks Duration of voice outage5 minutes total duration of outages Duration of BB outagen/a Time of day24/7 Emergency & Critical calls All reasonable steps will be taken to ensure that no emergency and critical calls in progress will be disconnected during transfer engineering pre-migration and migration activities Additional notes One break is to verify connection points, one break to change equipment over to the new jumper. These breaks are consecutive Voice calls in progress (non E&C) All reasonable steps will be taken to ensure that no calls in progress will be disconnected during transfer engineering pre-migration and migration activities How service provider is informedPEW Systems freeze for engineering work commences 6pm – features data freeze for calling & network features n/a Fallback outagesn/a (More Info) Currently the following calls are classified as critical - 999/112 - Text Direct ChildLine - Samaritans - NHS Direct /NHS 24 (Scotland) Single Non Emergency Number - Transco - gas escape reporting number - Emergency phones at unmanned level crossings impacted by 21CN - Anti-terrorist hotline For the most up to date information related to the classification of critical calls, please refer to the document C21-IM-012, which can be found through the supporting documents section of this tool.

34 ISDN2 21CN TCP Install and verification test Activities Home % of end customers affected 100% both migrating and non migrating customers will be affected Timeline to migration weeks prior Number of outages per end user (worst case scenario) 2 breaks Duration of voice outage 5 minutes total duration of outages Duration of BB outage n/a Time of day 24/7 Emergency & Critical calls All reasonable steps will be taken to ensure that no emergency and critical calls in progress will be disconnected during transfer engineering pre- migration and migration activities Additional notes One break to fit the TCP and one break to check connectivity points this could be consecutive or up to 5 days later Voice calls in progress (non E&C) All reasonable steps will be taken to ensure that no calls in progress will be disconnected during transfer engineering pre-migration and migration activities How service provider is informed PEW Systems freeze for engineering work commences 6pm – features data freeze for calling & network features n/a Fallback outages n/a (More Info) Currently the following calls are classified as critical - 999/112 - Text Direct ChildLine - Samaritans - NHS Direct /NHS 24 (Scotland) Single Non Emergency Number - Transco - gas escape reporting number - Emergency phones at unmanned level crossings impacted by 21CN - Anti-terrorist hotline For the most up to date information related to the classification of critical calls, please refer to the document C21-IM-012, which can be found through the supporting documents section of this tool.

35 ISDN2 Migration Activities Home % of end customers affected 100% of migrating customers Timeline to migration On the night Number of outages per end user (worst case scenario) 1 break Duration of voice outage 10 minutes outgoing, up to 30 minutes incoming Duration of BB outage n/a Time of day 00: :00am Emergency & Critical calls Signalling monitoring will be applied to agreed E&C numbers to ensure calls are not in progress at the point of cutover. Additional notes Normally, in mass migration, we intend to migrate PSTN and ISDN at the same time. This will not be possible in Pathfinder so some customers may experience a freeze more than once Incoming calls get an out of order message and outgoing calls will either get nothing,busy tone or number unobtainable dependent on the configuration of the customer equipment ISDN2, ISDN30 and POTS that are not migrating will be subject to the same freeze impacts as migrating customers. Voice calls in progress (non E&C) Calls in progress will be cut off however, on the night of migration we monitor for calls to 999 from the DLE being migrated How service provider is informed PEW Systems freeze for engineering work commences 6pm – features data freeze for calling & network features 6pm - 9am for physical activity such as new orders, new provides,re arranges on the migrating DLE but orders will flow through once the freeze is lifted. Customers can access and make changes to their Calling & Network Features up to 10pm when there will be a freeze implemented that stops any changes on the old network until 9am. Once connected onto the 21C network functionality is resumed/available',however any changes made to Calling & Network Features prior to the end of the freeze period may be lost Fallback outages 10 mins outgoing up to 30 mins incoming Any changes made to Calling & Network Features prior to the end of the freeze period may be lost (More Info) Currently the following calls are classified as critical - 999/112 - Text Direct ChildLine - Samaritans - NHS Direct /NHS 24 (Scotland) Single Non Emergency Number - Transco - gas escape reporting number - Emergency phones at unmanned level crossings impacted by 21CN - Anti-terrorist hotline For the most up to date information related to the classification of critical calls, please refer to the document C21-IM-012, which can be found through the supporting documents section of this tool.

36 ISDN30 pre-migration activities Activities Home % of end customers affected 100% both migrating and non migrating customers will be affected Timeline to migration 11 weeks to 3 weeks prior Number of outages per end user (worst case scenario) 1 break per 2megabit Duration of voice outage 10 minutes per 2MB to all capability. Single bearer DassII customers with divert on failure calls will divert. Single bearer with no divert on failure and ISDN30e will receive temporary out of order response. Multiple bearer customers have restricted service Duration of BB outage n/a Time of day 00: :00am Emergency & Critical calls All reasonable steps will be taken to ensure that no emergency and critical calls in progress will be disconnected during transfer engineering pre-migration and migration activities Additional notes To verify records and to test recovery of CPE. This is also the break in service where any required pre fit of 21CN kit is installed. Voice calls in progress (non E&C) Calls in progress will be lost per 2 meg. It is not expected that a complete loss of service will occur if a customer has more than one 2meg system although this cannot be guaranteed How service provider is informed PEW Systems freeze for engineering work commences 6pm – features data freeze for calling & network features n/a Fallback outages n/a (More Info) Currently the following calls are classified as critical - 999/112 - Text Direct ChildLine - Samaritans - NHS Direct /NHS 24 (Scotland) Single Non Emergency Number - Transco - gas escape reporting number - Emergency phones at unmanned level crossings impacted by 21CN - Anti-terrorist hotline For the most up to date information related to the classification of critical calls, please refer to the document C21-IM-012, which can be found through the supporting documents section of this tool.

37 ISDN30 Migration Activities Home % of end customers affected 100% of migrating customers Timeline to migration On the night Number of outages per end user (worst case scenario) 1 break per 2megabit Duration of voice outage 10 minutes outgoing, up to 30 minutes incoming per 2MB Duration of BB outage n/a Time of day 00: :00am Emergency & Critical calls Signalling monitoring will be applied to agreed E&C numbers to ensure calls are not in progress at the point of cutover. Additional notes Incoming calls get an out of order message and outgoing calls will either get nothing,busy tone or number unobtainable dependent on the configuration of the customer equipment. There will be a provisioning freeze applied to all new orders 4 weeks prior to migration plus 1 week stability period ISDN2, ISDN30 and POTS that are not migrating will be subject to the same freeze impacts as migrating customers. Voice calls in progress (non E&C) On the night of migration we monitor for calls to 999 from the DLE being migrated. Calls in progress will be lost per 2 meg. It is not expected that a complete loss of service will occur if a customer has more than one 2meg system although this cannot be guaranteed Additionally, on the night of migration we monitor for calls to 999 from the DLE being migrated How service provider is informed PEW Systems freeze for engineering work commences 6pm – features data freeze for calling & network features 6pm - 9am for physical activity such as new orders, new provides,re arranges on the migrating DLE but orders will flow through once the freeze is lifted. Customers can access and make changes to their Calling & Network Features up to 10pm when there will be a freeze implemented that stops any changes on the old network until 9am. Once connected onto the 21C network functionality is resumed/available',however any changes made to Calling & Network Features prior to the end of the freeze period may be lost Fallback outages 10 mins outgoing up to 30 mins incoming per 2MB Any changes made to Calling & Network Features prior to the end of the freeze period may be lost (More Info) Currently the following calls are classified as critical - 999/112 - Text Direct ChildLine - Samaritans - NHS Direct /NHS 24 (Scotland) Single Non Emergency Number - Transco - gas escape reporting number - Emergency phones at unmanned level crossings impacted by 21CN - Anti-terrorist hotline For the most up to date information related to the classification of critical calls, please refer to the document C21-IM-012, which can be found through the supporting documents section of this tool.

38 LLU shared MPF Activities Home % of end customers affected 100% of lines affected by the migration Timeline to migration n/a Number of outages per end user (worst case scenario) No Service outage caused by 21CN Transfer Engineering activities Duration of voice outage 10 mins outgoing up to 30 mins incoming per 2MB Duration of BB outage n/a Time of day n/a Emergency & Critical calls Signalling monitoring will be applied to agreed E&C numbers to ensure calls are not in progress at the point of cutover. Additional notes n/a Voice calls in progress (non E&C) n/a How service provider is informed PEW Systems freeze for engineering work commences 6pm – features data freeze for calling & network features Data freeze on the migrating DLE from 6pm but orders will flow through once the freeze is lifted at 9am the next morning Fallback outages n/a (More Info) Currently the following calls are classified as critical - 999/112 - Text Direct ChildLine - Samaritans - NHS Direct /NHS 24 (Scotland) Single Non Emergency Number - Transco - gas escape reporting number - Emergency phones at unmanned level crossings impacted by 21CN - Anti-terrorist hotline For the most up to date information related to the classification of critical calls, please refer to the document C21-IM-012, which can be found through the supporting documents section of this tool.

39 LLU MPF Activities Home % of end customers affected n/a Timeline to migration On the night Number of outages per end user (worst case scenario) n/a Duration of voice outage n/a Duration of BB outage n/a Time of day n/a Emergency & Critical calls n/a Additional notes Where LLU MPF relies PSTN for test and diagnostics there may be a short period of time during the migration where this facility is restricted Voice calls in progress (non E&C) n/a How service provider is informed PEW Systems freeze for engineering work commences 6pm – features data freeze for calling & network features n/a Fallback outages n/a (More Info) Currently the following calls are classified as critical - 999/112 - Text Direct ChildLine - Samaritans - NHS Direct /NHS 24 (Scotland) Single Non Emergency Number - Transco - gas escape reporting number - Emergency phones at unmanned level crossings impacted by 21CN - Anti-terrorist hotline For the most up to date information related to the classification of critical calls, please refer to the document C21-IM-012, which can be found through the supporting documents section of this tool.

40 Version Details Tool Home This section details any recent updates made to the Impact Tool DateVersionUpdates/Changes October Renamed to customer impact matrix Features - Divert on busy / no reply updated Updated freeze statement for Pathfinder migrations Inclusion of impacts from upgrade activities Inclusion of MCC and migration portal interfaces September Update to voice transfer to reflect that non migrating customers also experience a freeze Simplified Reminder Call statements to make the end user impact easily understood August A statement to reflect the BB grooming for the first Pathfinder sites Insertion comment on Contents page

41 PF Critical CPE Items List Tool Home Open this in PDF format for printing

42 MCC and migration portal interfaces Tool Home SchedulePEWMigration OthersFaultsExceptions This section contains information related to the contact that service providers can expect to receive at given times

43 Back Schedule Interface Notification Channel FrequencyFormatPush/PullOpt OutRationale S1 Quarterly Migration schedule MCC websiteWeeklySpreadsheetPullYes To provide the migration quarterly dates to CPs S2 Week commencing migration schedule MCC websiteWeeklySpreadsheetPullYes To provide the migration quarterly dates to CPs S3 On the night migration schedule MCC websiteWeeklySpreadsheetPullYes To provide the migration quarterly dates to CPs S4 CR Notification Per CR raisedHTMLPushYes To inform CPs that a CR has been registered against the National Migration Schedule S5 CR Acknowledgment Per CR raisedHTMLPushYes To inform the CP originating the CR that the CR has been registered and is in the process S6 CR Outcome Per CR raisedSpreadsheetPushYes To inform the CP originating the CR of the final outcome with Rationale

44 Back PEW Interface Notification Channel FrequencyFormat Push/ Pull Opt Out Rationale P1 PEW PSTN Migration Per Migration Word Document PushNoSpecific PEW per site of migration P2 PEW PSTN Grooming Per Grooming Word Document PushNoBlanket PEW showing grooming window per site P3 PEW PSTN TCP Fitment JT47 Pre TCP Fitment Word Document PushNoBlanket PEW showing TCP Fit window per site P4 PEW PSTN TCP Fitment JT46 Pre TCP Fitment Word Document PushNoBlanket PEW showing TCP Fit window per site P5 PEW PSTN TCP Fitment Y-Plug Pre TCP Fitment Word Document PushNoBlanket PEW showing TCP Fit window per site P6 PEW ISDN Migration Per Migration Word Document PushNoSpecific PEW per site of migration P7 PEW ISDN Grooming Per Grooming Word Document PushNoBlanket PEW showing grooming window per site P8 PEW ISDN TCP Fitment Pre TCP Fitment Word Document PushNoBlanket PEW showing TCP Fit window per site P9 PEW BB MigrationBBCRPer Migration BBCR PEW Report PushNo Blanket PEW for batch, order provides specific migration date P10 PEW BB GroomingBBCRPer Grooming BBCR PEW Report PushNo Blanket PEW for batch, order provides specific grooming date P11 PEW BB TCP Fitment N/A N/A as there is no outage P12 PEW Quality & Consistency Report IMWGMonthlyPPT SlidesPullYes Report showing the numbers and % PEWs that have passed the PEW quality check process, on a cumulative and monthly basis

45 Back Migration Interface Notification ChannelFrequencyFormatPush/pullOpt outRationale M1 QG1 Per MigrationHTMLPushNo To notify CPs that the MCC has taken ownership of the migration MCC WebsitePer MigrationPDFPullNo M2 QG2 Per MigrationHTMLPushNo To notify CPs that the site is ready for migration MCC WebsitePer MigrationPDFPullNo M3 QG3 Per MigrationHTMLPushNo To notify CPs that the Migration is ready to go ahead MCC WebsitePer MigrationPDFPullNo M4 QG4 Per MigrationHTMLPushNo To notify CPs that the Migration is starting MCC WebsitePer MigrationPDFPullNo M5 QG5 Per MigrationHTMLPushNo To notify CPs that the Migration is complete MCC WebsitePer MigrationPDFPullNo M6 QG6 Per MigrationHTMLPushNo To notify CPs that the stability / monitoring period is complete MCC WebsitePer MigrationPDFPullNo M7 Migration SITREPS Voice RecordingPer Migration Voice Recording PushYes To keep CPs informed of the progress of the migration M8 Sites within a Grooming Window WeeklyHTMLPushYes To inform CPs which sites are within the grooming window at that moment in time

46 Back Exceptions Interface Notification Channel FrequencyFormat Push/p ull Opt out Rationale E1 Potential Fallback / Abort Alert Per Fallback / Abort HTMLPushNo To inform CPs that BT may is considering undergoing a fallback / abort activity E2 Fallback / Abort Declared Per Fallback / Abort HTMLPushNo To inform CPs that a Fallback / Abort has been declared E3 Fallback / Abort Started Per Fallback / Abort HTMLPushNo To inform CPs that a Fallback / Abort has started E4 Fallback / Abort Progress Per Fallback / Abort HTMLPushNo To inform CPs on the progress of a Fallback / Abort E5 Fallback / Abort Complete Per Fallback / Abort HTMLPushNo To inform CPs that a Fallback / Abort is complete E6 Fallback / Abort Standown Per Fallback / Abort HTMLPushNo To inform CPs that Fallback / Abort is now stooddown E7 Fallback/Abort SITREPS Voice Recording Per Fallback / Abort Voice Recording PullYes To keep CPs informed of the progress of a Fallback / Abort E8 Line Reversion Completion Report Per Line Reversion HTMLPushYes To inform, where possbile, CPs or CP that a line has been reverted back to 20CN

47 Back Faults Interface Notification Channel FrequencyFormatPush/PullOpt OutRationale F1 Fault Report 1 - Baseline Pre QG6 DailyPullYes Report showing the % difference in faults from a baseline taken 6 weeks before the migration F2 Fault Report 2 - Baseline Post QG6 DailyPullYes Report showing the % breakdown of faults per site, faults resolved in current SLA and outside SLA F3 Fault Report 3 - Average Summary MonthlyPullYes Report showing month average % breakdown of faults per site, faults resolved in current SLA and outside SLA

48 Back Others Interface Notification Channel FrequencyFormatPush/PullOpt OutRationale O1 Network update started Per network upgrade HTMLPushNo To inform CPs that a network upgrade has just started O2 Network update completed Per network upgrade HTMLPushNo To inform CPs that a network upgrade has finished O3 Network update progress Per network upgrade HTMLPushNo To inform CPs that a network update is in progress and may be delivered O4 SITREPS network upgrades Voice recording Per network upgrade Voice recording PullNo To keep CPs informed of the progress of a network update

49 Notes & Glossary Tool Home Accompanying Notes: % of End Customers affected is given as an estimate of the exchange customer base until site surveys have been completed This data has been verified by the 21CN design team Issued subject to Transfer Engineering Testing Information is subject to change and is for discussion purposes only. Any dates/timings are the current anticipated timescales and may be subject to change. All queries should be directed to Pathfinder 1A is Wick Pathfinder 1B includes Bedlinog,Ynysybwl,Nelson,Treharris, Ferndale, Tonyrefal Caerphilly PEWPlanned Engineering Works BBBroadband TCPTransfer Connectivity Point E&CEmergency and Critical BAUBusiness as Usual LLULocal Loop Unbundling DLEDigital Local Exchange CLICalling Line Identity MPFMetallic Path Facility

50 Support Documents Tool Home DocumentDescription C21-IM-011 A briefing document which outlines a framework and processes for reviewing 21CN Pathfinder activities C21-IM-012 Briefing by BTW on the management of emergency and critical numbers during 21CN migration C21-IM-013 Pathfinder Definition Briefing C21-IM-016 Briefing on the design of Migration Command and Control Structure prepared by BTW following the recent consultation C21-IM-017 Briefing 21CN Migration Customer Experience: Developing Real Life end customer scenarios C21-IM-018 Briefing ISDN Transfer Engineering C21-IM-022 Briefing 21CN Ringing Implementation & Contingency Planning prepared by BT to outline the ringing implementation on 21CN and the potential impacts this will have on CPE C21-IM-023 Briefing Customer Experience assessment process which will operate during March for the TCP installation at Caerphilly C21-IM-024 Pathfinder Pre-migration Broadband Transfer Engineering activities: Framework for CP Participation and Review Link


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