Best practice guide - Booking an engineer visit 6 August 2014 Version 2.5.

Best practice guide- Booking an engineer visit

6 August 2014

Version 2.5

Introduction

This best practice guide provides the key information that Openreach requires to help ensure a successful engineering visit.

When followed, this guide will help to reduce the likelihood of customer no access or readiness issues and assist our engineers to deliver the service that you have requested.

The guide covers both provision and repair and includes best practice across our product portfolios - Wholesale Line Rental (WLR), Local Loop Unbundling (LLU) and Superfast Fibre Access (SFFA)*.

Step-by-step, the guide will take you through the key information that you should capture as a Communications Provider (CP) at the point of sale to submit to Openreach including;

Searching for and matching an address Selecting and managing an appointment Supplying onsite contact details and notes relevant to our engineering workforce How to structure information so this is visible to the right people at the right time within Openreach

Additionally we have provided information on how to notify us when you wish to cancel an order or fault and therefore no longer require an engineering visit. This will ensure any associated appointments are released early enough for them to be reused.

There is also a section for your development and IT teams to ensure information that is captured by your agents is transmitted to us in the relevant fields.* Also known as Next Generation Access (NGA) or Generic Ethernet Access (GEA)

Point of Sale

If your order is more complex than a simple transfer of service or a working line takeover, you will normally require an engineering visit. The following pages highlight the areas where you need to capture the appropriate information to ensure they are sent to us in the correct format.

Before going into detail, it is important to recognise that, whilst the use of a ‘Gold Key’ against the main address may appear to speed up order entry and lead times, the absence of any relevant flat number or sub-premises detail, may result in the engineer being unable to locate the customer or the service being provided to the wrong premises.

It is important to ensure that, when requesting a service into a complex address, such as a multi-occupancy building e.g. flat, unit or a house that has been recently divided, you will need to ensure that all the relevant low level address details are captured accurately. In the house divided example, please do not select ‘1 The Close’ just to select a ‘Gold Key’, if the actual address is now ‘1a or 1b The Close’.

Please Note: If your customer is in a rented property, there is likely to be an obligation that they make their landlord aware of any new installation work and to obtain full permission in advance. In some cases landlords may restrict certain types of work, e.g. drilling or the location of equipment, which may also apply to repair. In such instances you will need to ensure that you follow your own local policies regarding advice to your customers on their obligations to any landlord.

Point of Sale

Subject Best Practice

Searching for a simple address (typically residential addresses)

When searching for an address for a new customer, we recommend that you search with a postcode in order to obtain the maximum number of results. If the expected ‘Gold Key’ is not present in the list of addresses, please use a ‘Silver Address’ and create an address using the correct format and structure. If we have been able to map this to a PAF address, we will associate a ‘Silver Key’.

If there are no ‘Gold’ or ‘Silver Keys’ that are relevant for the specific location, please create an address using the correct format and structure. This will be assigned a temporary ‘Bronze Key’ and can be used to submit your order.

Searching for a complex address (typically business addresses)

An example of a complex address is a business address. To increase your chances of finding an address where the postcode may have changed or you are unaware of the postcode you should attempt to match an address using the Building Name, Street and Post Town.

Please note that the ‘Street’ field is currently limited to 100 characters, so in some instances we may have shortened the Street, Road, Close and Avenue to ‘St’, ‘Rd’, ‘Cl’ and ‘Ave’ accordingly. You should also search using these abbreviations.

Providing company name details

When providing WLR services to a business address, you should add the business name to the ‘CompanyName’ [100 Characters] field within the order details.

Point of Sale


Providing primary and secondary contact information

The engineer will ring your customer prior to arrival and will use the primary or secondary contacts if they are unable to locate or gain access to the premises. You can provide a named contact and two telephone numbers. For WLR you can also provide an additional named contact with two telephone numbers.

Named contacts with primary and secondary telephone numbers are vital to ensure the installation goes ahead as planned. When our engineer contacts your customer, the number presented to them will vary depending on the line used to make a call, so customers should accept any call including ‘withheld’ and ‘unavailable’.

Please ensure that the named contact is made aware of the work being undertaken and is available on the primary number supplied for the duration of the appointment (especially if this is a representative of your actual customer) and that the person is authorised to advise our engineer, make decisions and give the engineer access to the property. Openreach engineers cannot enter premises unescorted or where the only person in attendance is a minor.

If the premises are multi-occupancy, e.g. business units or flats, your customer will need to ensure access is available to the telephone distribution point or communications room. They may need to arrange this with their landlord, or relevant authorised person.

Point of Sale


Booking appointments

Openreach offers a range of appointments, covering different time periods throughout the working day. Please ensure that your customer is aware that the engineer could arrive anytime within the appointment slot and the engineer may work beyond the appointment slot, to deliver the service and that an authorised representative will need to be present throughout.

Please do not add notes asking for time restrictions within the appointment slot. If access cannot be gained by the engineer, during the appointment slot selected, charges could be raised.

Supply all relevant site specific health and safety related information

Health & Safety related information should be supplied on all order types within the ‘HSHazards’ [100 Characters] field. This should clearly state if any health and safety issues are associated with the site or customer premises. If there are none, then the word ‘NONE’ should be written. If the customer premises contains a Flat Roof, we will need to send specific skilled engineer to attend, please state Flat Roof.

Please add if any Risk Assessments of Method Statements have been provided to the customer. e.g. ‘RAMS 12 Internal Cabling supplied to customer’ or ‘RAMS 1 Customer Wiring etc’.

Additional examples of Hazards that you could capture are:- Fragile Roof, Hot Site*, Dog On-site, Dangerous Animals, Railway Working, Working at Height restrictions apply, High Voltage Overhead power lines in vicinity of work area, Asbestos Hazard.

There is an additional field for WLR orders where you can enter warning notes, which is the ‘WarningNotes’ [100 Characters] field. This should detail any additional information that will assist the engineer in completing their risk assessment when he arrives onsite.

*Hot Sites = All power generation/distribution facility and/or Area surrounding power generation/distribution

facility

Point of Sale


Supply all notes relevant to the engineer’s visit

Any information that is relevant to the engineering visit can be provided in the ‘Notes’ [40 Characters] and ‘SpecialArrangementNotes’ [60 Characters] fields for LLU and NGA orders and will increase the likelihood of the engineer successfully delivering the requested service. The same information can be provided in the ‘EngineeringNotes’ [300 Characters] field on WLR.

When you have been advised via Manage Line Plant Availability (MLPA) that the premises is served by an internal Distribution Point (DP), please add the following note in the ‘SpecialArrangementNotes’ [60 characters] field for LLU and NGA and ‘EngineeringNotes’ [300 characters] field for WLR to reflect the conversation you have had with your customer “A N Other advised that access to the internal DP will be required” any additional notes that are relevant can also be captured at this time.

You can also provide any information that relates to sites where our engineer is required to be accompanied at all times or have special security/clearance requirements. Any undue delays may result in charges being raised. Any special considerations such as “knock loudly bell broken…” should also be noted.

Providing MPF service specific notes

For MPF orders that you are providing a voice service over you should enter the following note within the ‘Notes’ field ‘DIAL TONE PRESENT - DN:xxxxxxxx’ as we can perform additional tests to confirm that the line is working. This test requires dial tone, routing of an 0800 number and presentation of the calling line identifier to our test system call platform.

If the circuit is being provided for data only and will not have dial tone e.g. LLU MPF, please make this clear in the ‘Notes’ [40 Characters] field as engineers will test for dial tone. Please enter the following note ‘DATA ONLY MPF – NO DIAL TONE’

*Internal DP – For examples of internal distribution points please refer to Appendix B

Point of Sale


Providing password information

Within LLU and SFFA/NGA, you have the ability to provide Openreach with Password information that will enable the engineer to gain access to a communications room or customer rack. Please supply this information in the ‘Password’ [20 characters] field.

Providing your customer with key information prior to installation

If service is to be provided in areas where furniture is sited, please ask your customer to make arrangements for this to be moved prior to a visit. Please also request that any fragile items are moved to a safe place, and make sure that any access is unrestricted by floor coverings. Please ensure the customer is aware that all sockets are white and will need to be wall mounted.

Please make sure your customers have considered any locations that will require access as they may have extensions in difficult to reach places e.g. upstairs, lofts, or external to main premises. Any windows and doors next to entry points for wiring should be unrestricted, in case our engineer needs access. For SFFA/NGA orders a working double power socket will be required.

Providing customer installation preferences

Any information on the location of existing services or any additional extensions should be included in the ‘SpecialArrangementNotes’ for LLU, SFFA/NGA and ‘Engineering Notes’ field on WLR orders.For LLU you can also specify the exact location within the ‘FloorRoomPosition’ [40 Characters] Field. For Fibre to the Premises (FTTP) you can provide this information in ‘Floor’, ‘Room, ‘Position’ [each are 50 Characters] fields.

For WLR and LLU, if your customer is not happy with the existing Network Termination Equipment (NTE) location, you will need to request an NTE move as part of the order and supply a Time Related Charge TRC) band greater than zero. For WLR3 you can enter a range of Additional Site Visit Reasons to specify work within the premises to generate the appropriate engineering visit to your customer’s home. If you are ordering an LLU service, you can provide additional information within the ‘ReasonCode’ [50 Characters] and ‘ReasonNotes’ [50 Characters] fields.

Point of customer contact related to a fault

If your customer has contacted you to report a potential fault with their service, ensure that you have carried out all the appropriate diagnostic tests prior to raising a fault.

Please ensure that you have taken the time to walk your customer through each of the relevant set of structured questions for the service they are consuming, prior to raising a fault. For example, you may be able to avoid a visit by ensuring your customer has unplugged their equipment at the NTE whilst you test the line.

If you are unable to resolve the issue with your customer and you require Openreach to undertake further diagnostics, please raise the appropriate fault type into Openreach and ensure that a full description of the fault is provided within the relevant notes field. Please ensure you ask the customer to think through access to all of their current services, including extensions. If they have extensions in difficult to reach places (e.g. upstairs/lofts/external to main premises) make sure that access is available. You should notify us beforehand if there are any health and safety issues or access challenges of which our engineers need to be aware.

Openreach offers a range of additional problem resolution services that can be ordered such as Special Fault Investigation and these are often product specific offerings. There are a range of user guides available on the Openreach website that highlight the fault diagnostic and reporting tools we have available.



Providing primary and secondary contact information

Please ensure the contact information provided is that of a mobile or alternative working line. The engineer will always ring your customer prior to arrival and will use these contacts if they are unable to locate or gain access to the premises. On non-appointed faults, the engineer will be able to gain additional information that will assist with the fault by talking to your customer.

Named contacts and alternative telephone numbers all help to ensure that any remedial action goes ahead as planned to resolve the fault. When our engineer contacts your customer, the number presented to them will vary depending on the line used to make a call, so customers should accept any call including ‘withheld’ or ‘unavailable’.

Please ensure that the named contact is made aware of the work being undertaken and is available on the primary number supplied for the duration of the appointment (especially if this is a representative of your actual customer) and that the person is authorised to advise our engineer, make decisions and give the engineer access to the property. Openreach engineers cannot enter premises unescorted or where the only person in attendance is a minor.

If the premises are multi-occupancy, e.g. business units or flats your customer will need to ensure access is available to the telephone distribution point or communications room. They may need to arrange this with their landlord or other relevant authorised person..



Booking appointments

Openreach offers a range of appointments, covering different time periods throughout the working day. Please ensure that your customer is aware that the engineer could arrive anytime within the appointment slot and the engineer may work beyond the appointment slot, to deliver the service and an authorised representative will need to be present throughout.

Please do not add notes asking for time restrictions within the appointment slot. If access cannot be gained by the engineer, during the appointment slot selected, charges could be raised.

Supply all relevant site specific health and safety related information

Health & Safety related information should be supplied on all faults within the ‘HSHazards’ [100 Characters] notes field. This should clearly state if any health and safety issues are associated with the site or customer premises, if there are none, then the word ‘NONE’ should be written. If the customer premises contains a Flat Roof, we will need to send specific skilled engineer to attend, please state Flat Roof.

Please add if any Risk Assessments of Method Statements have been provided to the customer. e.g. RAMS 12 Internal Cabling supplied to customer or RAMS 1 Customer Wiring etc.

Additional examples of Hazards that you could capture are:- Fragile Roof, *Hot Site, Dog On-site, Dangerous Animals, Railway Working, Working at Height restrictions apply, High Voltage Overhead power lines in vicinity of work area, Asbestos Hazard.

*Hot Sites = All power generation/distribution facility and/or Area surrounding power generation/distribution

facility



Providing MPF service specific notes

For MPF faults where you are providing a voice service, you should enter the following note within the ‘Notes’ field ‘DIAL TONE PRESENT - DN:xxxxxxxx’ as we can perform additional tests to confirm that the line is working. This test requires dial tone, routing of an 0800 number and presentation of the calling line identifier to our test system call platform.

If the circuit has been provided for data only and does not have dial tone e.g. LLU MPF, please make this clear in the ‘Notes’ [40 Characters] field as engineers will test for dial tone. Please enter the following note ‘DATA ONLY MPF – NO DIAL TONE’

Supply all notes relevant to the engineer’s visit

Any information that is relevant to the engineering visit can be provided in the ‘Notes’ [255 Characters] for WLR3, LLU and NGA orders and will increase the likelihood of the engineer successfully resolving the customer fault.

When you are aware that the premises is served by an internal DP, please provide the ‘Notes’ [255 Characters] to reflect the conversation you have had with your customer “A N Other advised that access to the internal DP will be required” any additional notes that are relevant can also be captured at this time.

You can also provide any information that relates to sites where our engineer is required to be accompanied at all times or have special security/clearance requirements. Any undue delays may result in charges being raised. Any special considerations such as “knock loudly bell broken…” should also be noted.

Managing Appointments on inflight orders


Managing appointments on in-flight orders

You should contact your customer at least 24 hours prior to the Openreach appointment to ensure your customer is aware that an engineer will be attending their premises. If your customer notifies you that they will not be available please amend the order to include a new appointment agreed with your customer.

If Openreach misses an appointment for WLR or SFFA/NGA, Openreach will attempt to contact your customer to rearrange and you will be notified by a KCI if we are successful. However, if you have opted out of Openreach contacting your customer you will need to contact them directly. If we are unable to rearrange the appointment, we will delay the order and notify you with a KCI. You will be able to amend the order with a new appointment once you have agreed this with your customer.

If Openreach misses an appointment for LLU, we will attempt to contact your customer to rearrange and will update the order status if successful. However, if you have opted out of Openreach contacting your customer you will need to contact them directly. You will be able to amend the order with a new date with your customer once the order status update has been received. If we are unable to rearrange, Openreach will calculate an appointment 10 working days from today’s date and will notify you to contact your customer to confirm.

For WLR, if the appointment is missed due to your customer, Openreach will send a delay KCI requesting that you rebook. For WLR you have 15 calendar days to amend the order prior to it being cancelled.

For SFFA/NGA and LLU, if the appointment is missed due to your customer, Openreach will notify you to advise the appointed date booked for 10 working days or the earliest available beyond the 10th working day. You will still have to send an amend request to accept or select an alternative appointment or the order will cancel automatically at the Point of No Return (PoNR) .

Managing Appointments on inflight orders


Managing order cancellations

As soon as you are notified by your customer that they no longer require the order you should notify Openreach immediately.

Openreach will accept a cancellation of a SFFA/NGA or LLU order via EMP that is made prior to 6pm on the working day before the Customer Committed Date (CCD), this is also known as the Point of No Return (PoNR).

For LLU and SFFA/NGA beyond PoNR you will need to contact the Openreach Service Management Centre immediately to try and avoid an engineer being sent out. A cancellation received after the initial PoNR for an order may result in a late cancellation charge and possibly an abortive visit charge.

You can submit a cancellation of a WLR ‘Appointed Order’ at any time via EMP, Openreach will either accept or reject the cancellation. In the instance that Openreach receive the cancellation beyond PoNR and Openreach have been unable to contact the engineer Openreach will reject the cancellation request. Please note that any cancellation that is made for a WLR order after 4pm (initial PoNR) on the working day before the Customer Committed Date may incur a late cancellation charge and possibly an abortive visit charge.

If you do not notify Openreach prior to Openreach tasking an engineer, you may be liable for the installation charge.

Managing Appointments on inflight faults


Managing appointments on in-flight faults

You should contact your customer prior to the Openreach appointment to ensure your customer is aware that an engineer will be attending their premises. If your customer notifies you that they will not be available at this time please amend the fault to include a new appointment that has been agreed with your customer.

For WLR, if Openreach misses an appointment we will attempt to contact your customer to rearrange and you will be notified by a KCI if we are successful. If we are unable to rearrange the appointment, we will make an automated appointment for 48 hours in the future and notify you with a KCI requesting that you contact your customer to confirm the rearranged appointment. For WLR if the appointment is missed due to your customer, Openreach will send a delay KCI requesting that you rebook. You have 72 hours to amend the fault prior to it being cancelled and you will receive a reminder after the first 48 hours.

For LLU and SFFA/NGA, if Openreach misses an appointment we will attempt to contact your customer to rearrange and you will be notified of the new appointment time if we are successful. If we are unsuccessful we will send you a KCI to advise that you will need to re-book.

For LLU and SFF/NGA, If the appointment is missed due to your customer, Openreach will send a delay KCI requesting that you rebook. You have 72 hours to amend the fault prior to it being cancelled and you will receive a reminder after the first 48 hours.

Managing Appointments on inflight faults


Managing fault cancellations

If you are notified by your customer that the fault should be cancelled you should notify Openreach immediately.

The Point of No Return (PoNR) on a fault is when an engineer is despatched and this is signalled by sending a KCI with response code 3200 ‘Engineer Dispatched’.

If the fault is prior to the PoNR, please cancel the fault via the system. If the fault is beyond the PoNR, you will need to contact the Openreach Service Management Centre immediately to try and avoid an engineer being sent out. If an engineer has been tasked you could be charged an abortive visit charge.

Openreach will accept a cancellation of a fault (inc SFI) up to the PoNR without charge

Best Practice for the CP IT Design Community

As our CP customer IT design community, you have the ability to ensure the solutions work effectively and efficiently end to end. You share responsibility for increasing the success of these solutions from the first customer contact, to the service being provided and billed.

If you ensure the right information is captured, in the correct format and character length and passed to Openreach in the relevant fields, this will enable Openreach to present the correct information to the relevant parts of our organisation. For example if special access information notes are passed on as part of the order or fault, the likelihood of a successful engineering visit is increased significantly.

The following slides highlight key information that your agents can capture in the correct fields to pass them onto Openreach. It is very important to note that each of these fields have character length limits and any extra characters you may provide will get truncated and important information may not reach our engineers. Hence it is key that you highlight to your agents, where possible, that they have exceeded the information for a specific field.

If you are a B2B CP, you need to refer to the XML definition document which Openreach publish as part of release documentation. If you are a portal CP, most of these character length validations will be carried out by the portal during your order or fault placement journey.


LLU & SFFA/NGA Orders – CP Contact Details, Customer Access NotesField Name Character

LimitAmendable Description

Contact/Name 40 Non Amendable

Name of the person within your organisation to contact for any enquiries

Contact/Telephone 26 Non Amendable

Number to call within your organisation to contact for any enquiries

Contact/ElectronicMail

60 Non Amendable

E-mail address to mail to within your organisation to contact for any enquiries

HSHazards 100 Amendable in NGA only*

Health & Safety related information should be supplied on all order types. If there are none, then the word ‘NONE’ should be written. E.g. Flat Roof, RAMS Statement (See Appendix A), Fragile Roof, Hot Site, Dog On-site, Dangerous Animals, Railway Working, Working at Height restrictions apply, High Voltage Overhead power lines in vicinity of work area, Asbestos Hazard.

Password 20 Amendable in NGA only*

Provide Password information that will enable the engineer to gain access to a communications room or customer rack.

Notes 40 Amendable in NGA only*

Any information that is relevant to the engineering visit can be provided in ‘Notes’ field.

For MPF orders with voice service, enter the note ‘DIAL TONE PRESENT - DN:xxxxxxxx’ as we can perform additional tests to confirm that the line is working.

SpecialArrangementsNotes

60 Amendable in NGA only*

Any extra arrangements which engineer should be aware of should be provided in the ‘SpecialArrangementNotes’ e.g. ladder required.

*As this not an amendable attribute for LLU, any changes to these values after the order has been input by the customer will need to be communicated directly to the SMC


Field Name Character Limit

Amendable Description

DetailedContact/Name


Provide the name of the person who is expected to be available at site when our engineer visits to provide the service.

DetailedContact/Telephone


The engineer will ring your customer on this number prior to arrival or if they are unable to locate or gain access to the premises.

DetailedContact/ElectronicMail


Provide the email ID of the contact person at the site.

DetailedContact/SecondaryTelephone


If your customer is not reachable on the primary telephone number give in ‘Telephone’ field, our engineer will attempt to contact them using the number provided in this field.

LLU & SFFA/NGA Orders – Customer User Contact Details

*As this not an amendable attribute for LLU, any changes to these values after the order has been input by the customer will need to be communicated directly to the SMC


LLU & NGA Orders – Additional Site Visit Reason and Location DetailsField Name Character


ReasonCode 50 Non Amendable

This is applicable for LLU (MPF & SMPF) only.

If your customer is not happy with the existing NTE location, you will need to request an NTE move as part of the order and supply a TRC band greater than zero. You can also use this field to indicate the presence of hot sites.

You would need to provide a valid reason code within the ‘ReasonCode’ field.

For MPF Orders•Hot Site•Shift NTE•TRC•Strip•Not Applicable (Default)

For SMPF Orders•Hot Site•Not Applicable (Default)

ReasonNotes 50 Non Amendable

This is applicable for LLU (MPF & SMPF) only.Any notes corresponding to the reason code which you have selected can be provided here

FloorRoomPosition 40 Non Amendable

This is applicable for LLU (MPF & SMPF) onlyFor LLU you can specify the exact location within the ‘FloorRoomPosition’ Field.

FloorRoomPosition

50 Non Amendable

This is applicable for FTTP onlyFor FTTP you can specify the location information in ‘Floor’, ‘Room, ‘Position’ fields.


LLU & SFFA/NGA Faults – CP Contact Details & Customer Access NotesField Name Character


ReportingParty/ContactName

50 Non Amendable


ReportingParty/Telephone

25 Non Amendable


ReportingParty/Email

100 Non Amendable


ReportingParty/FirstName

50 Non Amendable

First name of the person within your organisation to contact for any enquiries

HSHazards 100 Amendable Health & Safety related information should be supplied on all order types. If there are none, then the word ‘NONE’ should be written. E.g. Flat Roof, RAMS Statement (See Appendix A), Fragile Roof, Hot Site, Dog On-site, Dangerous Animals, Railway Working, Working at Height restrictions apply, High Voltage Overhead power lines in vicinity of work area, Asbestos Hazard.

Notes 255 Amendable Any information that is relevant to the engineering visit can be provided in ‘Notes’ field.For MPF orders with voice service, enter the note ‘DIAL TONE PRESENT - DN:xxxxxxxx’ as we can perform additional tests to confirm that the line is working.

If the circuit is being provided for data only and will not have dial tone, please enter the following note ‘DATA ONLY MPF – NO DIAL TONE’

ShortDescription 80 Non Amendable

A short narrative of the problem can be provided in the ‘ShortDescription’ field.

Note 16383 Amendable Detailed description of the issue with your customer’s line can be provided in ‘Note’ field.


Field Name Character Limit

Amendable Description

EndUserParty/ContactName

50 Amendable Provide the name of the person who is expected to be available at site when our engineer visits to provide the service.

EndUserParty/Telephone

25 Amendable The engineer will ring your customer on this number prior to arrival or if they are unable to locate or gain access to the premises.

EndUserParty/Email

100 Amendable in NGA only

Provide the email ID of the contact person at the site.

EndUserParty/SecondaryTelephone

40 Amendable If your customer is not reachable on the primary telephone number given in ‘Telephone’ field, our engineer will attempt to contact them using the number provided in this field.

LLU & SFFA/NGA Faults – Customer Contact Details


WLR Orders – Customer’s Primary & Secondary Contact DetailsField Name Character


DetailedContact/Name

40 Amendable Provide the name of the person who is expected to be available at site when our engineer visits to provide the service.

DetailedContact/Telephone

26 Amendable The engineer will ring your customer on this number prior to arrival or if they are unable to locate or gain access to the premises.

DetailedContact/ElectronicMail

40 Amendable Provide the email ID of the contact person at the site.

DetailedContact/SecondaryTelephone

26 Amendable If your customer is not reachable on the primary telephone number give in ‘Telephone’ field, our engineer will attempt to contact them using the number provided in this field.

Name (AlternativeSiteContact)

40 Amendable Also provide the name of a person who can be contacted alternatively if the primary contact person provided in the order is not available.

Telephone (AlternativeSiteContact)

26 Amendable Incase the primary contact person is not available, the engineer will ring your alternative contact person on this number prior to arrival or if they are unable to locate or gain access to the premises.

SecondaryTelephone (AlternativeSiteContact)

26 Amendable Incase the primary contact person is not available and the alternative contact person is not reachable on the primary telephone number given in ‘Telephone’ field, our engineer will attempt to contact them using the number provided in this field.


WLR Orders – Customer Access Notes and Additional Site Visit ReasonField Name Character


HSHazards 100 Amendable Health & Safety related information should be supplied on all order types. If there are none, then the word ‘NONE’ should be written. E.g. Flat Roof, RAMS Statement (See Appendix A), Fragile Roof, Hot Site, Dog On-site, Dangerous Animals, Railway Working, Working at Height restrictions apply, High Voltage Overhead power lines in vicinity of work area, Asbestos Hazard.

EngineeringNotes 300 Amendable Any information that is relevant to the engineering visit can be provided in the ‘EngineeringNotes‘ field.

WarningNotes 100 Amendable This should detail any additional information that will assist the engineer in completing their risk assessment when he arrives onsite.

AdditionalSiteVisitReason

200 Non Amendable

The valid WLR3 additional site visit reasons for all standard provide order scenarios (excluding forced provision orders) are:•Extension socket•Block terminal•Block terminal and extension socket•Hardwired conversion•Known damage to cabling•EU aware that no internal cabling/sockets exist•Move internal termination point

For WLR3, forced provision orders only support installation types of Standard, Complex and Complex- Hot Site. The only valid additional site visit reasons (as specified in the XML) supported with the forced provide flag are:•Extension socket•Block terminal•Block terminal and extension socket


WLR Orders – CP Contact DetailsField Name Character


CompanyName 100 Amendable When providing WLR services to a business address, you should add the business name to the ‘CompanyName’ field within the order details.

Contact/Name 40 Non Amendable


Contact/Telephone 26 Non Amendable


Contact/ElectronicMail

40 Non Amendable



WLR Faults – Customer’s Primary & Secondary Contact DetailsField Name Character


CompanyName 100 Amendable When providing WLR services to a business address, you should add the business name to the ‘CompanyName’ field within the fault details.

ContactName 50 Amendable Provide the name of the person who is expected to be available at site when our engineer visits to provide the service.

Telephone 11 Amendable The engineer will ring your customer on this number prior to arrival or if they are unable to locate or gain access to the premises.

Email 100 Amendable Provide the email ID of the contact person at the site.

ContactName (AlternativeSiteContact)

50 Amendable Also provide the name of a person who can be contacted alternatively if the primary contact person provided in the order is not available.

Telephone (AlternativeSiteContact)

11 Amendable Incase the primary contact person is not available, the engineer will ring your alternative contact person on this number prior to arrival or if they are unable to locate or gain access to the premises.


WLR Faults – Customer Access Notes & Fault Description Notes, CP Contact DetailsField Name Character


HSHazards 100 Amendable Health & Safety related information should be supplied on all order types. If there are none, then the word ‘NONE’ should be written. E.g. Flat Roof, RAMS Statement (See Appendix A) Fragile Roof, Hot Site, Dog On-site, Dangerous Animals, Railway Working, Working at Height restrictions apply, High Voltage Overhead power lines in vicinity of work area, Asbestos Hazard.

Notes 255 Amendable Any information that is relevant to the engineering visit can be provided in the ‘Notes‘ field.

ShortDescription 80 Amendable A short description of the fault can be provided in the ‘ShortDescription’ field.

Note 16350 Amendable Detailed description of the issue with your customer’s line can be provided in ‘Note’ field.

ReportingParty/ContactName

50 Non Amendable


ReportingParty/Telephone

11 Non Amendable


ReportingParty/Email

100 Non Amendable


ReportingParty/FirstName

50 Non Amendable

First name of the person within your organisation to contact for any enquiries

Appendix A - RAMS statements

RAMS Statement for inclusion within HSHazard Notes

RAMS Generic supplied to customer

RAMS 1 Cabling at EU Premises supplied to customer

RAMS 3 Blown Fibre at EU Premises supplied to customer

RAMS 4 Pole Erection / Cabling supplied to customer

RAMS 6 Installation of Wideband Eqpt supplied to customer

RAMS 7 Installation of Ductwork supplied to customer

RAMS 8 Working at Airports supplied to customer

RAMS 9 Surveying for cabling at Airports supplied to customer

RAMS 10 Working in the Overhead Network supplied to customer

RAMS 11 Cabling and Working in UG Structures supplied to customer

RAMS 12 Internal Cabling / NTEs supplied to customer

RAMS 16 Surveying an Office Building supplied to customer

RAMS 20 Provision of PSTN supplied to customer

Appendix B – Example of an Internal DP

If you have been advised via Manage Line Plant Availability (MLPA) that the premises is served by an internal Distribution Point, this will indicate that one is located somewhere inside your customer’s building or building complex and could be in a room that requires separate access, an example of what an Internal DP looks like is illustrated below.

Best practice guide - Booking an engineer visit 6 August 2014 Version 2.5.

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Transcript of Best practice guide - Booking an engineer visit 6 August 2014 Version 2.5.