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Provisioning

Q. Why shouldn’t I submit batches of request/orders?

A.  The use of Online Ordering & Tracking (OO&T) in its current state has some transaction volume limitations and as a result of this could suffer performance degradation or slowness if large volumes of transactions are sent through to be processed. 

While we can neither restrict your transaction flow nor tell you not do these concurrent volumes the consequences could be an outage or slowness in processing which could impact your own systems.

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Q. What does “you have no llu capability ant this LWC” mean?

A.  When an Order is submitted there is a check to validate which LWC the ASID is feed from, then it checks that you have co-location equipment installed and commissioned for this LWC.  If you do not have any equipment ready for use at this LWC then it returns this error message.  This message is also returned when the LWC equals a ‘cabinetised' Cabinet, i.e. the line is feed via a DSLAM in the cabinet.

Q. Why can’t I have UCLL if the line has not been cabinetised yet but is planned to be?

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A.  Chorus updates OO&T immediately a Cabinet has the installation of the DSLAM completed to ensure that ‘spare pairs' can not be allocated for the UCLL service and that they are allocated via the new, it may take several weeks to cut over all existing working lines, therefore they will remain as is until all transfers are complete.

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Q. Why do I have to say that an order has a LNP component?

A.  Chorus has an obligation to enable a physical access network transfer as well as a corresponding Number Porting activity with minimal customer impact (loss of service)

In order to do this, Chorus know that there are two parts of the transaction to co-ordinate, hence the need to declare the LNP component while requesting the transfer via OO&T.

The transfer which has a physical work requirement (someone needs to go to the LWC to re-arrange the jumpers) therefore is requested first and sets the transfer timing dependent on Service Technician availability.  This date / Time is then used to request the LNP component.

The LNP component must be requested via IPMS within 48 hours of the Confirmed date and time for the Transfer being received back via OO&T

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Q. Why can’t I lodge an order if there is already an open order?

A.  Telecoms back end order processing system locks the service details as soon as an order is created for it.  This ensures record integrity and that thing happens to change the physical configurations while an order is "in flight"

This can cause an issue if you raise an order to transfer a service and the same customer raises an order to relinquish their current service with another provider.  Which ever gets in second will be blocked by the first request.

Chorus has designed its orders so that a transfer will not only establish the new service onto your network, but remove the old condition.  There is no need for your new end customer to arrange a disconnection from the old network.  Please ensure your CSRs remind your customer of this.

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Q. What is an open order?

A.  An open order is an order that is being processed in Chorus' systems.

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Q. Why does the LNP order need to be entered within 48 hours of the transfer order being submitted?

A.  The UCLL determination specifies 3 days for Chorus to perform a line transfer.

Concurrently the LNP determination specifies the Losing Service Provider must respond to the porting request within 24 hours of the request being lodged. 

Therefore in order to support the requirements of the UCLL STD Operations manual (section 8.2.15 to 8.2.17), Chorus has a window of 48 hours between the entry of the transfer and the cut off time for the port order if we are to satisfy the SLAs of both codes.

Hence Chorus has implemented a rule that if no LNP porting order is received within 48 hours of the RFSD for the UCLL order being provided, then the UCLL order is cancelled and the Access Seeker advised.

In order to simplify processing, this 48 hour rule has been applied even if the customer requests a transfer date outside the 3 day period.

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Q. Why does the transfer order need to be submitted before the LNP order?

Q.  The transfer order requires a service technicians visit to the LWC and this requires scheduling.

Conversely the porting activity is effectively software activated and has no requirement for physical resource scheduling.

Therefore it is essential to confirm the time that the physical line transfer can take place prior to requesting the LNP component.

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Q. Why cant we use the same tie pair for a move address order?

A.  Chorus operates an intact process, based on leaving established services in place and ceasing the billing.

This enables service to be re-established rapidly if required to be connected to the same customer.

Chorus reserves the right to break down "intact lines" without consulting the customer who has previously used them so it is recommended that you treat the tie pair as spare.

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Q. Can I have a tie pair change done while the serviceman is investigating a failed install? How does this happen?

A.  Yes you can.

Just as in the case of a fault report, the service technician will call your support team and notify that they cannot locate the fault in the MPF or in the house wiring at which time you can request a tie pair change to effect a port change.

You will need to submit a port change request via OO&T (a provisioning request) and then provide the service technician with the new tie pair to use.

Charging for this will be as per the Determined price list on top of any other charges incurred for proving the fault out of the Chorus domain and house wiring.

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Q. Can I see what the current lead times are for actioning installation jobs?

A.  Currently this is not possible though Chorus are currently working of capability to expose the service company installation schedules via the OO&T interfaces.

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Q. What are the differences between the different types of transfers?

A.  There are two types of Transfers, Other services to MPF which caters for transfer of lines that are currently not unbundled (such as existing Telecom retail lines of lines supporting the delivery of Telecom Wholesale services) and MPF to MPF transfers which are transfers of existing unbundled lines between Access Seekers.

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Q. What do I do if one of my installation jobs doesn’t work?

A.  If one of your installation jobs fails this is classified as a failed install.

A process exists for raising these to Chorus' attention via the OFM portal with the summary code of "failed install"

The process has bee circulated to all customers via a Chorus informer.

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Q. Do you role a truck for a relinquishment job?

No.

Chorus does not physically disconnect the service due to the intact policy we operate.

This enables service to be re-established rapidly if required to be connected to the same customer.

Chorus reserves the right to break down "intact lines" without consulting the customer who has previously used them so it is recommended that you treat the tie pair as spare.

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Q, Why do I have to enter the end customer contact details in OO&T orders?

This is so that in the cases where the Service Technician requires access to the premises, they can contact the end customer to ensure someone will be home to allow access.

This is particularly important in the case of New Connection and move address orders.

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