ECO PLUS: BT WHOLESALE ETHERNET FAULT REPORTING TRAINING GUIDE

ECO PLUS: BT WHOLESALE
ETHERNET FAULT REPORTING
TRAINING GUIDE
AUTHOR:
BTWHOLESALE
DATE: 22/11/2010
ISSUE 1
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 1 of 46
Legal and Confidentiality Statement
The information contained in this Training Guide is provided to the Communications Provider
in confidence for information purposes only and is the copyright of British
Telecommunications plc. Please do not forward, republish or permit unauthorised access.
Publication of this Training Guide does not give or imply any licence to any intellectual
property rights belonging to British Telecommunications plc or others. Whilst BT has taken
reasonable steps to ensure that the information contained within this Training Guide reflects
BT’s current thinking, it is subject to change at any time without further notice. Further,
anything contained in this Training Guide does not constitute any contractual or other
obligation on the part of BT. BT shall have no liability in contract, tort or otherwise for any
loss or damage, howsoever arising from use of, or reliance upon, the information in this
Training Guide by any person.
© Copyright, British Telecommunications plc, 2010
Registered Office: 81 Newgate Street, London, EC1A 7AJ
Registered in England no.1800000
All third party rights are hereby acknowledged.
© British Telecommunications plc, 2010. All rights reserved.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 2 of 46
Table of Contents
Contents
1
Introduction ................................................................................................................................................... 5
eCo Plus ..................................................................................................................................................... 5
BT Wholesale Ethernet (Ethernet Virtual Private Network) ..................................................................... 5
Prerequisites ............................................................................................................................................. 6
Disclaimer.................................................................................................................................................. 6
2
How to use eCo Plus to report a Fault ........................................................................................... 7
Step 1. Report Fault .................................................................................................................................. 7
Step 2. Fault Placement/Pre Line Structured Questions .......................................................................... 8
Step 3. Fault Placement/ Post Line Structured Questions ...................................................................... 13
Step 4. Onsite Contact Details ................................................................................................................ 14
Step 5. Create a Fault Report .................................................................................................................. 16
Step 6. Fault Report Summary ................................................................................................................ 18
Step 7. Fault Report confirmation........................................................................................................... 19
3
How to use eCo Plus to Track a Fault.......................................................................................... 20
Step 1. Track Faults ................................................................................................................................. 20
Step 2. Search Account ........................................................................................................................... 20
Step 3. Fault Details ................................................................................................................................ 22
Step 4. Customer Query .......................................................................................................................... 24
Step 5. Update Notes .............................................................................................................................. 24
4
How to use eCo Plus to Amend a Fault ....................................................................................... 25
Step 1. Locate your Fault ........................................................................................................................ 25
Step 2. Fault Details ................................................................................................................................ 26
Step 3. Amend Fault Details .................................................................................................................... 26
5
How to use eCo Plus to Cancel a Fault ....................................................................................... 31
Step 1. Locate your Fault ........................................................................................................................ 31
Step 2. Fault Details ................................................................................................................................ 31
Step 3. Cancel Fault ................................................................................................................................. 32
Step 4. Fault Cancellation Confirmation ................................................................................................. 34
6
How to use eCo Plus to Close a Fault .......................................................................................... 35
Step 1. Track Faults ................................................................................................................................. 35
Step 2. Search Account ........................................................................................................................... 35
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 3 of 46
Step 3. Outstanding Actions.................................................................................................................... 37
7
How to use eCo Plus to Reject a Fault ........................................................................................ 39
Step 1. Track Faults ................................................................................................................................. 39
Step 2. Search Account ........................................................................................................................... 39
Step 3. Outstanding Actions.................................................................................................................... 41
8
Ordering Access ...................................................................................................................................... 44
Step 1. Register and be aligned to a BT Line of Business (BT Wholesale) .............................................. 44
Step 2. Register on BT Wholesale ........................................................................................................... 44
Step 3. eCo Plus Registration .................................................................................................................. 44
Step 4. My Admin .................................................................................................................................... 45
Step 5. Instructions to apply onlibe for eCo Plus (All Users)................................................................... 45
Disclaimer ............................................................................................................................................................. 46
Document History ............................................................................................................................................. 46
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 4 of 46
1 Introduction
This guide is designed to provide training and enable customers to use the eCo Plus
application via www.btwholesale.com to raise BT Wholesale Ethernet (Ethernet Virtual
Private Network) faults.
This document provides you with a step by step guide that takes you through the
processes of fault reporting against BT Wholesale Ethernet (Ethernet Virtual Private
Network) using eCo Plus.
Please note that screen shots have been provided to accompany each step of the
process. To help guide you when a step is referring to a certain screen the title of the
screen will be written in orange. When referring to an icon or button you need to click
this will be written in plum.
eCo Plus
eCo Plus is an online application that enables you to enquire, place orders and faults
as well as track orders and faults for BT Wholesale products within a secure
environment.
BT Wholesale Ethernet (Ethernet Virtual Private Network)
BT Wholesale Ethernet is an access (Etherway) and backhaul (Etherflow) product
allowing connection into
the Communications Providers core network Points of Presence. The service provides
transparent, symmetrical, un-contended or contended (at 5:1) bandwidth between two
Ethernet ports in a point to point, point to multipoint or meshed configuration. It is a
flexible bandwidth, connection-oriented Ethernet data service enabling customers to
link two or more of their sites together across the UK for data applications at defined
“Etherflow” bandwidths, and will meet the requirements of Communications Providers
looking to provide an Ethernet option which aims to offer full UK coverage for short,
medium and long distance data applications.
Etherflow: Route bandwidth across the BT network which connects two or more
Etherway together. At least one Etherflow - Connected is required between accesses
for an Ethernet VPN to be usable
Etherway: A dedicated fibre access link connecting the customers site to the BT
network node. At least one Etherway (standard, Copper or Exchange Connect) is
required in each of the customer premises for an Ethernet VPN to be usable.
Etherway Copper: A dedicated copper access link connecting the customers site to the
BT network node. At least one Etherway (standard, Copper or Exchange Connect) is
required in each of the customer premises for an Ethernet VPN to be usable.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 5 of 46
Etherway Exchange Connect: A dedicated fibre access link connecting a customers
equipment in a Multi User Area in an enabled BT exchange to the BT network node.
At least one Etherway (standard, Copper or Exchange Connect) is required in each of
the customer premises for an Ethernet VPN to be usable.
Prerequisites
In order to use eCo plus You will need to ensure the following is in place :






Be a registered user on www.btwholesale.com
Have access to eCo Plus
BT Wholesale Ethernet (Ethernet Virtual Private Network) is available to BT
Wholesale customers only
Have valid site and service point which will be required to pass the availability
check to enable you to order BT Wholesale Ethernet against that site
Valid 21CN billing account
CP signed Terms and Conditions enabling you to place orders on eCo Plus
If you do not have a valid 21CN billing account, you will need to contact your Service/
Account manager who will engage with the Billing team in BT Wholesale to set up an
account for you.
It is not possible to set up a billing account during the user journey of ordering BT
Wholesale Ethernet (Ethernet Virtual Private Network).
Disclaimer
Please note that eCo Plus is still in development and over time further developments
are planned. As a result, not all functionality or buttons may yet be available. BT will
keep you advised of planned developments.
Any prices shown on the screen shots within this training guide are taken for test
purposes only and do not represent a cost model for this product.
This information is provided for training purposes only and is subject to change
by BT.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 6 of 46
2
How to use eCo Plus to report a Fault
This section covers the „Fault Reporting‟ functionality and provides a step by step guide
demonstrating how to use eCo Plus to search for an order, and subsequently raise a
fault. Contained within the fault reporting process is a structured questions element
which is designed to investigate your issue and determine a root cause. If there is no
fault found on the BT network or with BT, and an engineer appointment is scheduled,
please note that you may incur charges.
The process flow below details the steps that need to be completed before a fault can
be submitted to BT.
Step 1. Report Fault
From the Customer Zone page you can start the Fault journey via the new „Quick start‟
functionality that has been developed within eCo Plus. Type your ETC reference into
the free text box shown in the screen shot below and then click From the Customer
Zone click on ’FAULT’ You can also report a fault via the „Inventory‟ and „Report fault‟
functionality where you will first need to search for your asset.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 7 of 46
You will then be taken to the Diagnostic/ report fault screen. Click on ’NEXT’ to begin
your fault journey. You can cancel the fault on this page by clicking on ‘CANCEL.’
Step 2. Fault Placement/Pre Line Structured Questions
The Fault Placement : Structured Questions screen is displayed.
When reporting a fault on the live application, please progress through the structured
questions and be as accurate as you can. Each question will be provided with drop
down option or free text field for you to populate specific information regarding the
question and your fault.
Please refer to an example in the screen shot below:
Once you have provided a response to a question, click ‘Next’ to move onto the next
question. At any time during this process, you have the option to go to the ‘Previous’
‘Screen‟ or ‘Cancel’.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 8 of 46
During the structured questions, you will be asked when the occurrence of the
problem you are experiencing first arise, as shown in the screen shot below. If you are
unsure of the date, please leave the field blank. Click on the calendar icon.
A Calendar pop up screen will then appear. Select the date and time and then click on
’SAVE.’ The pop up window will then disappear and your response will be pupolated.
To change the date you can select the calendar icon or click ’NEXT’ to continue. If
you are unsure of the date, please leave the field blank.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 9 of 46
You will then be asked to confirm that you have checked your own equipment and that
it and any BT sited equipment has power. Failure to complete these checks may
result in additional charges. Pick put a tick in each box to confirm:


Your equipment has been checked and has power
The BT equipment has power
Please note you cannot continue with the fault journey until you have confirmed these
checks have been carries out. Please then click ’NEXT’ to continue.
Please progress through the structured questions and be as accurare as you can. The
path you then follow through the „Structured Questions‟ is as a direct result of your
answers and will enable the system to diagnose your fault accurately. The structured
questions follow a particular path they are designed to establish the root cause of your
fault by eliminating certain possibilities and checking specific statements.
Once you have ansered the first set of questions, you will arrive at the Diagnostics
Test screen, as shown below. At this point a non intrusive diagnostic test has been
inititiated. Please click ’NEXT’ to continue.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 10 of 46
The Diagnostics Summary screen will appear. The system will be conducting an
initial diagnosis. Running along the bottom you will see a bar which indicates that the
test is still running. Please do not click on the screen while this test is being performed
as it may affect the fault placement journey.
Please note that the test can take several minutes to complete.
During this time please do not click any other buttons or the screen as this will cause a
premature termination of the test.
Once the test has finished you will be given a summary of the findings, this will tell you
whether there are any „Major Service Outages‟ or if there is a service affecting fault.
A pass indicates there are no major service outages affecting your service.
A fail indicates a known major service outage problem.
The second section titled „Analyse Test Results,‟ are the results for your specific
service. A fail indicates a possible problem with the line.
Please be aware that if diagnostic tests indicate that there is no fault on the network
(Test Outcome = “Pass”), you may be liable for charges if you proceed to raise the
fault.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 11 of 46
Please note that if you no longer wish to raise a fault, click the ’CANCEL’ button.
To continue raising the fault click on ‘NEXT.’
The next page will confirm that the Line Test is completed and to continue raising the
fault click on ‘NEXT’ button.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 12 of 46
Step 3. Fault Placement/ Post Line Structured Questions
You will then asked to complete Post line structured questions.
Please enter all relevant details of the fault, including frequency and duration in the
free text box provided as shown in screen shot below. Click ’NEXT’ to contine.
Please confirm using the drop down menu provided whether you are aware of other
BT Network Services affected at your sites. Click ’NEXT’ to contine.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 13 of 46
Step 4. Onsite Contact Details
You will then be asked to enter „Onsite Contact‟ details. The details we require is
shown in the screen shot below.
Please note that if you are reporting a fault against an ETHC reference, you will need
to complete this form for each of the two Etherways (ETHA references) associated
with your Etherflow. Details of the Etherway will be detailed for you at the top of the
screen to help you identify the correct „Onesite contact details.‟ Once complete click
‘Next’.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 14 of 46
If you are reporting a fault against an ETHC reference, you will be asked to provide
„Onsite contact‟ details for the second associated Etherway (ETHA reference).
Details of the Etherway will be detailed for you at the top of the screen to help you
identify the correct „Onesite contact details.‟ Once complete click ‘Next’.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 15 of 46
Please click on ‘Next’ to continue.
Step 5. Create a Fault Report
The Create a Fault Report screen is displayed. Some of the fields will be pre-filled
with the information provided from the onsite contact screen. Anything with a red
asterisk against it is mandatory and will need to be completed.
Please note that if you wish to nominate an alternative contact, please click on the
item to the right of „Last name.‟
Please enter „Your trouble ticket reference‟ in the free text box provided. You will be
able to search against this reference within „Fault Tracking‟, however BT recommends
you search against the ETHC reference you reported a fault against.
Confirm your „Update method‟ and „Update frequency‟ using the drop down menus
provided. An example of this screen shot is shown on the following page.
Once you have completed all the necessary fields, click ‘NEXT’ to continue.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 16 of 46
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 17 of 46
Step 6. Fault Report Summary
The Fault Report Summary screen is now displayed and lists your fault detail.
Please scroll down to the bottom of the page and acknowledge that if this fault has not
been caused by BT, you may be charged. Please put a tick in the box confirming that
you have the correct delegated authority to progress the fault on behalf of the
Communications Provider.
The reference to the terms and conditions in the screen shot below confirms that there
is a signed contract with BT which authorises you to use and submit orders on eCo
Plus. By putting a tick in the box as shown below, you agree to pay the repair charges
if the network or equipment failure turns out to be a non-BT fault.
A copy of the Terms and Conditions of this product can be obtained by your Account
Manager if required.
If required, at this stage you also have the options available to „Edit Fault Report‟ or
„Cancel‟ fault report. Click ‘SUBMIT FAULT’ to progress your fault report to BT.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 18 of 46
Step 7. Fault Report confirmation
The Fault Report confirmation screen is now displayed detailing your BT fault
reference. You will need to keep a record of this reference to track your fault.
Blah blah to do below
and lists your fault detail. Please scroll down to the bottom of the page and
acknowledge that if this fault has not been caused by BT, you may be charged.
Please put a tick in the box confirming that you have the correct delegated authority to
progress the fault on behalf of the Communications Provider.
The Fault Report Confirmation screen is displayed. You fault is now submitted and
is now being managed by BT.
Please note that the standard terms and conditions of the maintenance option you
have chosen will apply. For details of your maintenance option, please consult your
Product Handbook.
Please make a note of your „BT Reference Number‟ as you will be able to use this
reference when tracking this fault and when in contact with BT.
You can also be kept informed of updates pertaining to this fault from „Fault Tracking‟.
Please note that by clicking the BT reference number hyperlink as shown in screen
shot above, you will be taken to the Fault details page. Any updates pertaining to
fault can be located in the updates area.
If the status is „Submission - In Progress‟ the fault is not yet with BT.
If the status is „Open – In Progress‟ your fault is now with BT.
This completes the Fault Placement journey.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 19 of 46
3
How to use eCo Plus to Track a Fault
This section covers the Track Fault functionality and provides a step by step guide on
how to use eCo Plus to do this.
Step 1. Track Faults
Once you are logged into eCo plus, from the Customer Zone you need to click on
‘Track a Fault’ which will then take you to where you can search for your asset.
Step 2. Search Account
From the Track Faults screen you will need to click on ‘New Search.’
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 20 of 46
Once you have done this you will see a new Track Faults screen and from here you
will be able to search for your fault. Various search criteria is available for you to
search your order. You have a number of search options, which are as follows:



Trouble Ticket Reference
BT Reference
Service Reference
You can also use a range of dates to show faults that were raised between certain
times. If you do not know your Service Reference you can always try a Wild Card
search by entering part of reference followed by * (e.g. ETHC*). You can search for part
of a number or reference by using an asterisk (*) as a wild card (e.g. Service reference
„0123*) will search all instances where the Service reference begins with „0123‟). You
can also search orders against an account by clicking on the radio button to the left of
the account name. Please note that searching against all accounts will take longer than
searching against a single account.
Once you have entered your criteria please click ‘Search.’
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 21 of 46
The search will return all faults that have been raised against the selected account,
including all those that have now been closed. The most recent fault will be at the top,
and if the fault is still current the status will show as „Open.‟
In order to get an update on the fault you will need to click on the ‘BT Reference’
as shown in the screen shot below.
Step 3. Fault Details
The Fault Detail screen is now displayed. This screen will provide you with a
breakdown of your current fault report, including the ‘Status, Detail, Service Level
Description and Contact Details’.
You can also view any notes that have been added by a previous advisor, these will
be shown in the ‘Notes’ section (in example below there are no notes). From this
same screen you can also enter a query that you may have.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 22 of 46
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 23 of 46
Step 4. Customer Query
To enter a new query, scroll down the fault detail screen to the Customer Query
section and click on ‘New Query.’
The Customer query section will now have expanded and there will be two fields that
require populating. You will need to pick a ‘Query Type’ and then enter a
‘Description’ of your query using the free form notes field.
Once you have finished please click on ‘Submit.’ Your query will now be added and
you will be updated accordingly.
Step 5. Update Notes
From the Fault Update screen (see Step 3) you will be able to view any notes added
to the case, these notes will be added by the advisor doing the diagnostics work.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 24 of 46
4
How to use eCo Plus to Amend a Fault
This section covers the Amend Fault functionality and provides a step by step guide
demonstrating how to use eCo Plus to amend a fault.
Please find the list of amendable parameters for Trouble Ticket below:
Contact Details




Contact Last Name
First name/ Phone number
Mobile number
email address
Contact method


Online tracking
email/ phone
Update Frequency





After 1 hour then every 2 hours
On status change
Only on closure
Only web notification
Hourly enhanced
Amendable Structured Questions
Step 1. Locate your Fault
To locate the fault you intend to amend, please follow the process as described in Steps
1 and 2, Section 3: (How to use eCo Plus to Track a fault).
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 25 of 46
Step 2. Fault Details
The Fault Details screen is displayed, where details of your fault, plus any notes or
updates can be seen. To amend fault on the selected asset, click ’AMEND.’
Step 3. Amend Fault Details
Here you can make amendments to the fault report. The first thing you will be asked is
if there are any amendments required to the Contact Details.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 26 of 46
You will need to make any amendments and then click on ‘NEXT’ to progress or you
can choose to ‘CANCEL THE AMEND’.
Please note that any changes made to the Contact Details cannot be reversed once the
next button has been selected.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 27 of 46
You will then be asked further questions around your fault. Once you have selected an
answer for each question, click ‘NEXT’ to continue.
Depending on what amendments have been made, you may see the following screen
advising that possible charges maybe incurred if the fault has progressed to a stage
where agents may be working on it.
Please put a tick in the box confirming that you have the correct delegated authority to
progress the fault amendment on behalf of the Communications Provider. By putting
a tick in the box as shown below, you agree to pay the repair charges if the network or
equipment failure turns out to be a non-BT fault.
To accept the possible charges, please place a tick in the box and then click on ‘NEXT’
to progress.
Here you also have the option to cancel by clicking the ‘CANCEL THE AMEND’ button.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 28 of 46
Click ‘FINISH’ to complete the amendments and submit to BT.
The ’PREVIOUS’ button will take you to the previous screen.
If for any reason you decide that the amendments are no longer required please click on
‘CANCEL THE AMEND’ button and no changes will take place.
Once ‘FINISH’ has been pressed, you will see the Fault Amendment Confirmation
screen which will advise you that your fault amendments have now been submitted and
are being progressed by BT.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 29 of 46
This concludes the „Amend Fault‟ journey.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 30 of 46
5
How to use eCo Plus to Cancel a Fault
This section covers the „Cancel Fault‟ functionality and provides a step to step guide
demonstrating how to use eCo Plus to cancel a fault.
Step 1. Locate your Fault
To locate the fault you intend to cancel, please follow the process as described in Steps
1 and 2, Section 3: (How to use eCo Plus to Track a fault).
Step 2. Fault Details
The Fault Details screen is displayed, where details of your fault, plus any notes or
updates can be seen. To amend fault on the selected asset, click ’CANCEL.’
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 31 of 46
Step 3. Cancel Fault
From the Cancel Fault screen you will see that the status of the fault is now showing as
open – in progress, this is telling you that the cancellation process hasn‟t started yet. In
order to complete the cancel some further information is needed.
You will need to place a tick in the ‘Accept Charges’ box; you will also be required to
choose a ‘Cancellation Reason’.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 32 of 46
Please see below a list of „Cancellation reasons‟ that are available in the drop down
menu within the fault cancellation journey.
Once you have confirmed the „Cancellation contact‟ and wish to go ahead with the
cancellation, please put a tick in the box confirming that you have the correct
delegated authority to progress the cancel fault request to accept charges if applicable
on behalf of the Communications Provider and click ’SUBMIT.’
If you do not wish to continue to cancel the fault, click ‘BACK’ to return to the Fault
details.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 33 of 46
Step 4. Fault Cancellation Confirmation
The Fault cancellation confirmation screen is displayed and your cancel fault
request has now been sent to BT.
Please make a note of your „BT Reference Number‟ as you will be able to use this
reference when tracking this fault and when in contact with BT.
You can also be kept informed of updates pertaining to this fault from „Fault Tracking‟.
The „Status‟ will have changed from „Open – in Progress‟ to „Open – Cancellation In
Progress‟ and you will not be able to raise a fault on the same asset.
You can raise a fault on the same asset once the status has been changed to
„Cancelled.‟
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 34 of 46
6
How to use eCo Plus to Close a Fault
This section covers the „Close Fault‟ functionality and provides a step by step guide
demonstrating how to use eCo Plus to search and close a fault.
Step 1. Track Faults
Once you are logged into eCo plus, from the Customer Zone you need to click on
‘Track a Fault’ which will then take you to where you can search for your asset.
Step 2. Search Account
From the Track Faults screen you will need to click on ‘New Search.’
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 35 of 46
Once you have done this you will see a new Track Faults screen and from here you
will be able to search for your fault. Various search criteria is available for you to
search your order. You have a number of search options, which are as follows:



Trouble Ticket Reference
BT Reference
Service Reference
You can also use a range of dates to show faults that were raised between certain
times. If you do not know your Service Reference you can always try a Wild Card
search by entering part of reference followed by * (e.g. ETHC*). You can search for part
of a number or reference by using an asterisk (*) as a wild card (e.g. Service reference
„0123*) will search all instances where the Service reference begins with „0123‟). You
can also search orders against an account by clicking on the radio button to the left of
the account name. Please note that searching against all accounts will take longer than
searching against a single account.
Once you have entered your criteria please click ‘Search.’
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 36 of 46
The search will return all faults that have been raised against the selected account,
including all those that have now been closed. The most recent fault will be at the top,
and if the fault is still current the status will show as „Open.‟
In order to get an update on the fault you will need to click on the ‘BT Reference’
as shown in the screen shot below.
Step 3. Outstanding Actions
The Fault Detail screen is now displayed.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 37 of 46
Please scroll down to „Outstanding Actions.‟ Here you can view Fault related actions
that are outstanding and require attention.
If you are happy for the fault to close then click on ‘ACCEPT’ to close fault.
You can view details of your fault by using the „Fault Tracking‟ functionality. The Fault
Status will be „Open – Cleared‟.
For information on how to utilise the Fault Tracking functionality, please refer to
Section 13 of this document.
Your fault will be closed automatically in 2 hours and the Status will be „Closed –
Completed‟.
Please note that if you accepted the fault in error, you will need to fully raise the
fault again as a new fault, but only after 2 hours as described above where the
Status would have changed from ‘Open – Cleared’ to ‘Closed – Completed’ as
shown in the screen shot below.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 38 of 46
7
How to use eCo Plus to Reject a Fault
This section covers the Reject Fault functionality and provides a step by step guide
demonstrating how to use eCo Plus to search and „Reject‟ a fault.
Step 1. Track Faults
Once you are logged into eCo plus, from the Customer Zone you need to click on
‘Track a Fault’ which will then take you to where you can search for your asset.
Step 2. Search Account
From the Track Faults screen you will need to click on ‘New Search.’
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 39 of 46
Once you have done this you will see a new Track Faults screen and from here you
will be able to search for your fault. Various search criteria is available for you to
search your order. You have a number of search options, which are as follows:



Trouble Ticket Reference
BT Reference
Service Reference
You can also use a range of dates to show faults that were raised between certain
times. If you do not know your Service Reference you can always try a Wild Card
search by entering part of reference followed by * (e.g. ETHC*). You can search for part
of a number or reference by using an asterisk (*) as a wild card (e.g. Service reference
„0123*) will search all instances where the Service reference begins with „0123‟). You
can also search orders against an account by clicking on the radio button to the left of
the account name. Please note that searching against all accounts will take longer than
searching against a single account.
Once you have entered your criteria please click ‘Search.’
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 40 of 46
The search will return all faults that have been raised against the selected account,
including all those that have now been closed. The most recent fault will be at the top,
and if the fault is still current the status will show as „Open.‟
In order to get an update on the fault you will need to click on the ‘BT Reference’
as shown in the screen shot below.
Step 3. Outstanding Actions
The Fault Detail screen is now displayed.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 41 of 46
Please scroll down to „Outstanding Actions.‟ Here you can view Fault related actions
that are outstanding and require attention.
If you are not happy for the fault to close then click on ‘REJECT.’
A new page will appear asking you to enter details for rejecting the fault. Please select a
„Rejection Reason‟ from the drop down menu and put your reason for rejecting the fault
in the free text field as shown in the screen shot below.
To accept rejection of the fault, together with the rejection reason you have provided
notice, click ‘OK’, otherwise ‘BACK’.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 42 of 46
You can view details of your fault by using the „Fault Tracking‟ functionality.
The Fault Status will be „Open – In Progress‟ confirming that your fault is now with BT.
The same fault process will apply as before. BT will perform diagnostics and may
contact you to schedule an appointment if necessary to be made available to you via
your „Inbox‟ under the „Action required‟ section.
For information on how to utilise the Fault Tracking functionality, please refer to
Section 13 of this document.
This concludes the „Reject a Fault‟ journey.
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 43 of 46
8
Ordering Access
Step 1. Register and be aligned to a BT Line of Business (BT Wholesale)
You must contact Wholesale Client Reception Team either by phone (0800 671045)
or email [email protected] The Reception team checks that you are a bona fide
entity (credit checks etc) and assigns an Account Manager.
You must have a Legal Entity. BT creates a Customer Account. Before Products can
be ordered, a Billing Account needs to be created, containing information on Contacts,
Billing Address etc. This will be done by BT Wholesale Billing on receipt of the
necessary information (this will normally come via the Account Manager)
This stage of the process could take a week, but depends on the size and complexity
of the relationship.
Step 2. Register on BT Wholesale
www.btwholesale.com is the portal to access eCo Plus, and Users must log in via it
first.
Register by going to www.btwholesale.com clicking on the Register link, and going
through the online registration process which is intuitive.
An email will be sent to confirm successful Registration. Help can be obtained via
links off the website. This stage of the process is more or less immediate.
If you are already a BT customer or have just completed steps 1 and 2 you can now
complete step 3.
Step 3. eCo Plus Registration
To be able to Order 21CN Products online, Customers must Register for eCo Plus.
There is a link off www.btwholesale.com to do this, however first Customers must
nominate Gold Users(s) who will be given certain admin rights and will vet additional
Users within the Customer‟s Organisation.



The Gold User(s) names / contact details should be provided to BT via the BT
Product Manager / Account Manager
Gold Users can, when advised, apply for eCo Plus access by following the
Instructions shown below
Gold User(s) will receive confirmation that they have access and can now log
onto eCo Plus
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Page 44 of 46


Additional Users should follow the same process below, however Gold Users
will be given admin rights to authorise Additional Users to see that Customer
Account
Additional Users will now be able to log in to eCo Plus
Step 4. My Admin
MyAdmin gives you the ability to manage access requests; delete users and deal with
password re set for key BTW systems. This gives you control of who can access your
information and is managed by nominated administrators within your own
organisation.
The benefits of this are greater control over access, improved security and time saved
waiting for BTW to deal and access is 24x7.
Things to consider...





You will not be able to get set up for eCo Plus without My Admin
Costs due to time wasted waiting for BTW to deal with password re-sets etc ..
Increased security issues with staff leaving and still having access to your
information.
http://www.btwholesale.com/pages/static/Applications/Orders/myadmin.html
To request access
o Log into www.btwholesale.com site
o From Customer Zone, select Subscribe to Other Applications.
o Page down and select My Admin
o Complete on line application
Step 5. Instructions to apply onlibe for eCo Plus (All Users)
Please note that you will need to have your company admin's via 'MyAdmin'
application.
You will need to specify your companies CUG/ Account ID which you get from your
Customer Relationship/ Account Manager.

User logs onto www.btwholesale.com and Customer Zone page will be
displayed.
 Click on „Subscribe to other Applications‟
 On the Enhanced Services page, beneath the „Manage Orders‟ menu, click on
„Eco Plus‟
 Check the request this resource box against „Eco Plus‟
 In „Additional Information‟ give justification for why access is required which will
help Admin validate the request
 Click Ready
Issue 4 : 2010© British Telecommunications plc
Page 45 of 46
This guide is for training purposes only and is subject to change by BT




User will receive on-screen confirmation & an automated email confirming the
request has been submitted & provisioning of access will take up to 24 hours
NOTE „Additional Users‟ will not get access until enabled by their Gold Users
as mentioned on the previous page
User logs into www.btwholesale.com, clicks on Eco Plus from their Applications
menu and can now Order 21CN Products and Services
To register a User typically takes 1-2 days. Several Users could be registered
simultaneously but large numbers will take longer
Disclaimer
eCo Plus is still in development and as a result, there may be functionality or buttons
that do not currently apply when ordering BT Wholesale Ethernet (Ethernet Virtual
Private Network). BT would appreciate your support and understanding during this
time. Please report any problems to your Account Manager.
Any prices shown on the screen shots within this training guide was taken for test
purposes only and do not represent a cost model for this product.
Document History
Issue Number
Issue 1
Reason for update
First Issue
Updated by
BT Wholesale
Issue 4 : 2010© British Telecommunications plc
This guide is for training purposes only and is subject to change by BT
Date
November 2010
Page 46 of 46