life cycle of an order copyright 2002 new edge networks. all rights reserved

Life Cycle of an Order

Copyright 2002 New Edge Networks. All rights reserved.

Last Revised – June 03, 2002New Edge Networks – Proprietary & Confidential

2

Agenda• Players – Who’s coming to dinner?

• Address Validation & PreQual – Why all the drama over an address?

• Order Process – What happens when I press submit?

• Exceptions & Processing – When things go wrong…

• Communications – The game of telephone…

• MACD’s – Moves, Adds, Changes & Discos


3

Players

•EU / Business – The Customer

•ISP – Our Partner

•NEN – What groups are working here?

•LEC – Is anyone home?


4

Address Validation & PreQual

Service Address • Service Address vs. Billing, Mailing, or Listed• Service Address Telephone Number is Reference

(unless ADSL-SL)• PILOT: SAG; LEC: LEC Service Address Records• Move recently?• New Construction• Troubleshooting Address entry in PILOT

– Changing things to get hit– Can’t get a hit at all - Manual LEC Prequal Request to

Customer Care


5

Address Validation & PreQual

PreQualification• PreQual Factors: LL, Line Quality, Service

Obstructions• PILOT: Only Est. of LL (air-miles)• LEC PreQual: LEC Records (problems here too)• LEC Engineering Design Group: More LEC Records• LEC Outside Plant / CO Technicians connects

physical copper• SOC TESTING – NEN Tests line w/ Hekimian for

usability


6

Order Processing - Vanilla1. ISP – Order Entry in PILOT

2. NEN Service Activation – LEC Address Validation & PreQual

3. NEN Service Activation – assign CFA & Sent to ILEC

4. LEC – Provisioning New

5. LEC – FOC

6. LEC – DLR

7. LEC – SOC

“Days” = business days


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Providing DSL – The Process

8. NEN - SOC test

9. NEN - Build PVC

10.NEN - Schedule IW – Dispatch / AIC / EU

11.AIC – Inside Wiring Installation

12.STB!

“Days” = business days


8

Providing DSL – The Process

Timeline

End User

ISP

PILOT

New Edge Networks

LEC

2-8 days 5 to 15 days 1 to 5 days 1 to 6 days

Prequalifyend user

usingPILOT

Verify address; locate servingCO; calculate distancebetween EU and CO;

determine ISP aggregationcircuit connectivity; return

services available

CompleteNew Order

Form

Validateorder

Assign portand CFA

CreateLSR andsubmit to

LEC

Issue FOC Issue DLR

ReceiveFOC

ReceiveDLR andanalyze

RequestSOC

Test LineAcceptSOC

Schedule enduser

installation

Scheduleinstallation

Make reminder callto end user one daybefore scheduled

appointment

Notify ISP ofSOC andinstallationschedule

Receive SOCand installation

information

Dispatchinstaller with

CPE

Installinside

wiring andconnect

CPE

Obtain enduser

acceptance

Acceptservice

Completeserviceorder

Notify ISP &Billing

installationcomplete

Receivecompletion

notice

ReceiveLSR

Test line

ReceiveFOC notice

Receivereminder call


9

Timeline

End User

ISP

PILOT

New Edge Networks

LEC


Prequalifyend user

usingPILOT



services available

CompleteNew Order

Form

Validateorder

Assign portand CFA


LEC

Issue FOC Issue DLR

ReceiveFOC


RequestSOC

Test LineAcceptSOC

Schedule enduser

installation



appointment



information


CPE

Installinside

wiring andconnect

CPE

Obtain enduser

acceptance

Acceptservice


Notify ISP &Billing


Receivecompletion

notice

ReceiveLSR

Test line

ReceiveFOC notice


Timeline

End User

ISP

PILOT

New Edge Networks

LEC


Prequalifyend user

usingPILOT



services available

CompleteNew Order

Form

Validateorder

Assign portand CFA


LEC

Issue FOC Issue DLR

ReceiveFOC


RequestSOC

Test LineAcceptSOC

Schedule enduser

installation



appointment



information


CPE

Installinside

wiring andconnect

CPE

Obtain enduser

acceptance

Acceptservice


Notify ISP &Billing


Receivecompletion

notice

ReceiveLSR

Test line

ReceiveFOC notice


Providing DSL – The Process (cont’d)


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Exceptions – the bumpy roadAddress Issues• Moves• New Construction• Lost Outside Plant TechsFacilities Issues• Lack of facilities

– No Copper to Prem (build or no build)– Full Drop - No Space at Demarc

• Pair Gain & DLCs• Remote Cos• Bridge Taps & Load Coils – Line Conditioning• Tested Loop Length – too long


11

Exception Processing

• Pending Status

• SUP Status

• On Hold Status

• Exceptions Codes

• Reason Codes


12

MACD’s

• Moves

• Changes

• Cancellations / Disconnect

Insert Ronalds Face Here


13

Communications

• ISP to NEN, NEN to LEC, & Vice VersaOutbound

– DOSe Reports– Status Letters from CRM

Inquiry Resources– Partner Network / My Account status viewer

• www.newedgenet.com

– Customer Care


14

New Edge Networks Support

• Customer Care

• Technical Assistance Center(TAC)

• Network Operations Center(NOC)


15

Customer Care Duties• Inbound

– General inquiries and product info– Billing calls– PILOT trouble– Escalation and trouble status– Front desk reception– Order status calls– TAC inbound– Order Cancellation

• Outbound– Scheduled maintenance notifications– IW schedule and “dentist”calls– Outage/maintenance updates– Dispatch AICs for each order– Satisfaction checks

Phone -

1-877-435-7950

Email - [email protected]


16

TAC Duties• DSL Test and Turn-up• Work with Authorized

Installation Contractors to ensure successful installs

• Work with ISP technical support staff to troubleshoot end-user problems (7 X 24)

• Work with ILECs to resolve provisioning issues


17

NOC Duties

• Monitor network• Maintenance and repair

support of all products (7 X 24)

• Minimize Mean Time to Repair (MTTR) – Service Level Agreements vary by product type

Questions?

life cycle of an order copyright 2002 new edge networks. all rights reserved

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