Enterprise Broadband Business

Business Process Documentation

Service Fulfillment Process

Guide Lines for ENOC Readiness Task closure

(Addendum to High Value
Service Delivery Process)

Business Process Planning,

Enterprise Business, DAKC
Addendum to HV Service Delivery

Document Version Control

Release
Version Revision Details & Remarks Released By
Date
0.1 09th Oct 2007 Initial Release Chetan Korde

Author Contact Information

All clarifications and further information regarding the contents of this document can be requested from the
following person(s):
Gaurav R Agrawal
Contact details: B block, 2nd floor, DAKC. Ext 81276

Concurrence By
Name Deptt Sign

Prashanth Shenoy SD

Prakash Veer SA

Krishna Surendran NHQ-FA

Sunil Razdan ENOC

President
George Varghese Enterprise
Business

Issued By

Rev Date Prepared By Checked By Approved By

0.1 09/10/2007 Chetan Korde Vipin Jain Satish Mittal

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Addendum to HV Service Delivery

Table of Contents

1 Definition..............................................................................................................................4

2 Business Rules and Procedure................................................................................................4

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Addendum to HV Service Delivery

1 DEFINITION

This Process is Addendum to the High Value Service Delivery Process and addresses guidelines to be
followed by ENOC for End to End testing and closure of READINESS CHECK task in high value service
Delivery.

2 BUSINESS RULES AND PROCEDURE

The following issues are faced currently for ENOC readiness check. The revised methodology/approach
to be followed in such cases is given below. This is applicable for the following service types:
EDS002_L3VPN, EICS002, EDCS001 and ELVS003.The MACD in ClariFy will be: Product --> Account -->
CPE MACD --> CPE Integration

Sr. Issues faced by Field Resolution/Plan

No. Service Delivery
Teams
Links Not
Terminated on CPE
1. Customer Router not Immediate Execution Plan
available but customer
has accepted the link. 1. FA team shall enter following comments in SO
2 Customer is using the • Customer CPE not available, but link accepted by customer
link as backup link & • Or Customer using link as backup link, but link accepted by customer
NOC is not able to 1. FA Team to attach Test report and signed FAA copy in SO
ping the router. • For TDM Links, BERT test report to be attached.
• For Ethernet Links, Ping test report to be attached.

3. NOC to close E-NOC readiness Task in such cases.

Execution Plan after Development

1. FA Team shall select LOV in attribute (COMMENT)

• Customer CPE not available, but link accepted by customer
• Or Customer using link as backup link, but link accepted by customer
2. FA Team to attach Test report and signed FAA copy in SO
• For TDM Links, BERT test report to be attached.
• For Ethernet Links, Ping test report to be attached.
3. In such SOs, READINESS CHECK task for ENOC will not come. Such cases with
selection of this COMMENT value will be flagged in ClariFy.

4. MACD will be made available to CC agents for CPE INEGRATION for flagged
cases. READINESS CHECK task for ENOC will come in this MACD for end to end testing.
During compliant calls by customer on this link, CSR will check the
attribute COMMENT and if it has value defined in pt1 above then CSR will
raise a MACD from ClariFy for “CPE INTEGRATION”. MACD workflow given below.

Sr.
No. Task Name Work Group SLA
20 UPDATE TASK LIST CLARITY Auto
40 CPE INTEGRATION FA_O&M_CMP 2 Days
50 READINESS CHECK ENTERPRISE_NOC 1 Day
60 CLOSE SERVICE ORDER CLARITY Auto

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Addendum to HV Service Delivery

5. These MACDs will be given higher priorities by all CMPs.

3 SO Readiness check is
done in night hours &
customer has switched NOC to re check such cases in day before applying treatment as per pt 4.4 below.
off the router in many
occasions
Links terminated on
CPE
4 Links tested by FA Immediate till NOC Online desk Readiness
( Using BERT/Ping)
and Customer CPE FA engineer to close CPEBT task. NOC to check the circuit and close the SO if E to E is
integrated ,working successful. In case of un-successful EtoE, NOC helpdesk to work with FA field team for re-
fine and customer has testing. SO will not be re-assigned to Field. FA O&M NHQ to work closely with NOC for
signed FAA resolution of all such cases. Pendency MIS of all such cases shall be published.

After NOC Online desk Readiness

1. The FA engineer to call ENOC online help desk number from customer site. The SO
will be at CPEBT task at this stage.
2. ENOC helpdesk to online to do the E to E test.
3. If E to E is successful, then ENOC to enter Comments in SO that NOC testing was
successful. FA engineer shall close CPEBT task after reaching CMP. At the time of
ENOC readiness task, NOC engineer will check the SO comments and will close the
SO.
4. If E to E is un-successful, then FA engineer shall resolve the issues and then again
call ENOC helpdesk and resolve the issues.

>>> END <<<<<

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