FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/n/o1
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Contributors:
Reviewed By:
Comments By:
Comments To:
Distribution:
Incident Management Process for Non-Polled Outlets
Process Definition
N/A
This document describes the incident management process
for non-polled outlets, detailing the role carried out by each of
the support units potentially involved in the resolution of non-
polled outlets.
APPROVED
Tania Reynolds (Customer Service, Operations and Support))
Mike Woolgar, Richard Lumb (ISD), Duane Smith (ISD),
Hazel Salvat, Janet Reynolds, Tim Roper(ISD), Chris Hawkes,
Bill Burrows (ISD).
Mike Woolgar, Richard Lumb (ISD), Duane Smith (ISD),
Hazel Salvat, Janet Reynolds, Tim Roper(ISD), Chris Hawkes,
Bill Burrows (ISD).
24 November, 2001
Tania Reynolds
Mike Woolgar, Richard Lumb(ISD), Duane Smith (ISD),
Hazel Salvat, Janet Reynolds, Tim Roper(ISD), Chris Hawkes,
Bill Burrows (ISD).
© 2001 ICL Pathway Limited
COMPANY IN CONFIDENCE Page: 1 of 25
Last Printed: 29/10/01 09:05,
ICL Pathway
Incident Management Process for Non-Polled Outlets _ Ref:
Version:
COMPANY IN CONFIDENCE, Date:
CS/PRD/o80
2.00
02/n/o1
FUJ00079874
FUJ00079874
0.0 Document Control
0.1 Document History
P ing
non-polled outlet incidents to meet
agreed time frames.
0.2 08/06/00 Updates following review of version 0.1
03 16/06/00 Updated with comments from version
0.2
0.4 19/07/00 Updated with comments to version 0.3
and with latest developments within the
non-polling incident I= management
operation
O5 24/07/00 Links to MSU and the SSC updated
1.0 17/11/00 Developed for Approval
1 ui/07/01 Developed to add diagnostic
improvements to the service within the
SMC
1.2 10/08/01 Comments and review with MSU will be
documented in this version
13 17/08/01 Comments and review with CFM3 will be
documented in this version
1.4 17/08/01 Comments and review with SSC will be
documented in this version
15 02/1/01 Add comments by Bill Burrows and
additional review by MSU and SMC.
2.0 2/u/o1 Produced for signoff
0.2 Approval Authoritiey
Mike Woolgar
Service Manager
© 2001 ICL Pathway Limited
COMPANY IN CONFIDENCE Page: 2 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/n/o1
0.3 Associated Doctwmenty
BP/CON/215
3 12/05/00 I Codified Agreement Schedule I ICL Pathway
E08 - APS Service Levels &
Remedies
BP/CON/235 I 1.3 12/05/00 I Codified Agreement Schedule I ICL Pathway
Gio - POCL Infrastructure
Service Level & Remedies
CS/PRO/m I Lo 16/10/00 I TPS Reconciliation and ICL Pathway
Incident Management
CS/FSP/006 I 1.0 10/10/99 I End to End Support Process PVCS
Operational Agreement
CFM3 Wigan and Bootle Networks
CFM4 Energis
CR Call Rejected
DOOO Destination out of order
EOD End of Day
ICD Incompatible destination
ISD ICL Infrastructure Services Division
MSU Management Support Unit (ICL Pathway)
NCC Normal Call Clearing
PON Post Office Networks
SLA Service Level Agreement
SMC Systems Management Centre (ISD)
SSC Systems Support Centre (ICL Pathway)
UKSS UK System Support
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 3 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/n/o1
0.5 Changes wm ths Version
O.1 First draft
0.2 Processes broken down into smaller elements
03 SSC process adjusted to reflect that, following diagnosis, the incident
can be routed back to the SMC for resolution or re-routing to the
UKSS or CFM.
0.4 CFM split into CFM3 & CFM4q within Process Overview (Section 3).
Withdrawal of reference to BIMS report.
SSC (Section 5.2.2) and CFM (Section 5.4) processes amended.
o5 The SMC, SSC and MSU processes have been updated to reflect
changes in the way the SSC and MSU link into the incident
management chain for non-polled outlets.
1.0 Developed for approval
1d Developed to add diagnostic improvements to the service within the
SMC.
1.2 This version had been developed to incorporate review and comment
by the MSU.
13 Changes for CFM3 were added to this version.
1.4 SSC part of the process was reviewed with Chris Hawkes and this
version incorporates his comments.
15 Add review comments by Bill Burrows and additional review by MSU
and SMC.
0.6 Changes Expected
1 I Inclusion of further developments within each section for the identification of
non-polled outlets once implementation of technical improvements have been
initiated.
2 I MSU to move from PinICL to Powerhelp
3 I Review comments at each stage
4 I The timing of the production of the Raw Non-Polled Report is under review.
5 I The requirements to meet the Day D Rectification Plan are being identified and
will be included in the next release.
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 4 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/n/o1
0.7 Table of Contents
1 INTRODUCTION..... 6
241 Process Definition ...
3 PROCESS OVERVIEW............
4 NON-POLLED OUTLET MONITORING PROCESS (MSU)
5 INCIDENT MANAGEMENT PROCESS FOR NON-POLLED OUTLETG.......... 10
5.1 The System Management Centre (SMC).
5.1.1 SMC Call Logging Process...
5.1.2 Identify a Non-Polled incident...
5.2 SMC Resolution Process
Carry Out Resolutio
Health Check Proces:
5.3 The UKSS..
5.4 The ISD Third line Support (CFM3 and CFM4)
5.5 The System Support Centre (SSC)
5.5.1 Non-Polled Incident received from the SMC
The Management Support Unit (MSU).
APPENDIX 1
— Daily task list to resolve non-polled incidents 22
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 5 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/n/o1
1 Introduction
The current process for resolving non-polled outlet incidents has been updated
to ensure:
- that it meets the associated Service Level Agreements (SLAs) [Ref.1&2]
- that all the checks that are required to take place within each of the support
units occur in a timely manner and sequence
- that no unnecessary routing takes place that could delay the resolution
process
Appendix 1 helps to put the process into a daily task perspective, detailing the
day by which elements of the process should be accomplished.
2 Scope
The document details the current baseline end-to-end process to resolve non-
polled outlet incidents. The documented baseline has a limited life span and
will be updated as and when developments to improve the process are
implemented (See Section 0.6 for expected future changes).
The process has been developed to ensure that all the required checks are
carried out within a time scale that allows the associated SLA to be met.
Depending upon the reason as to why an outlet did not poll, the resolution of
the incident can follow more than one path. The process therefore highlights
the role that is carried out by each of the support units potentially involved in
the resolution of a non-polled outlet incident.
Inputs Outputs
Non-Polled
identification of > Incident I» Non-Polled Outlets Report
non-polled outlet Management > Resolved incident
Process
21 Process Defiritiow
Pathway has a responsibility to report to PON any outlet that has not polled at
end of day. The following units may be involved in each incident: MSU, SMC,
SSC, CFM3, Energis and UKSS.
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 6 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/11/01
The non-polled process is triggered by a report that is produced by the host
system (Tivoli web) in Bootle/Wigan.
The incident management process for non-polled incidents is initiated by the
outlets that have been identified as non-polling, or after investigation, on two
separate occasions in a seven-day rolling period.
The individual shapes have the following meanings:
Process Expanded Process
Start/ End
Reports
P Connector
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 7 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE Date: 02/11/01
MC 56 CIM j sc
MSU SMC UKSS I ee ssc
CEM3 CFM4
~———
Aad eumber of
applicable to the
Log incident
¥
Identify recurring
I dayers
¥
ldeatity incident
Sead 1 MC
¥
Provide SMC with
approval to dose
incidents that ace
non-polled report
ange joint
BT visit
o resolve
ncident
Route incident
back to SMC
ISDN Line
Fault?
Investigate
Route incident
back to SMC.
with diapnorie
back to SMC.
© 2001 ICL Pathway
Limited
COMPANY IN CONFIDENCE
Last Printed
Page: 8 of 25
29/10/01 09:05
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/11/01
FUJ00079874
FUJ00079874
4 Non-Polled Outlet Monitoring Procesy (MSU)
Send updated Update report
report to SMC, Inform SMC thar with 5
with request for 2 [J they need to raise KG geographical dat
dayers and health an incident number of
check wounters, ete.
NonPolled
Incident Mgt
Process
(Section 5)
Send updated
Receive updated report to PON,
report irom SMC [>] "Pathway and
Monitor
Non-Polled
(Outlets report
Non-Polled
report
Yes I tnform SMC that NowPolled
they need to caise Pappy OACent Mee
Process
(Section 5}
fas a recurrer beet
identified?
an incident
Eonar isdeor Non-Polled
routed back into Incident My
incident mgt FPN
process for [Section 5]
non-polled
following cequest
Aad eeason for wend
Revised
>] Non-Potted
Non-Polled report report to PON
The host TPS produces a raw report. This is downloaded by the MSU then
converted (Initial Report) with useful information (outlet closed, number of
counters, geographic regions) before being sent out to SMC, PON, Pathway and
Energis.
This Raw Report is then processed by the SMC Tivoli web-based browser
(Health Checking). The browser health checks each item on the report. The
result of the health check is then sent back to the MSU to be incorporated into
the update report, which is sent to the customer at the end of each working
day.
An outlet that has not polled on two separate occasions in a seven-day rolling
period is generally referred to as a “recurrer”. These are identified by the MSU
to the SMC who will raise an incident.
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 9 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/11/01
The MSU will ask SMC to raise an incident on all outlets that have not polled
for 2 days if no incident has been previously raised. (Horizon call logging
prefixed “E-“).
If the outlet no longer appears on the non-polled report the incident is
approved for closure. The process in section 5.6 is then followed.
If an incident that has been appearing on the non-polling report does not
appear, but when checking for closure statement, it is shown to be in the
middle of investigations, the incident will not be closed. The FAD and E
numbers will be added to the bottom of the report and
investigation/monitoring will continue until any problem is resolved.
If the MSU receive a request to approve closure of a non-polled outlet incident
and the outlet is still on the report on the day after it is meant to have been
resolved, they ensure the incident is routed back into the incident management
process for immediate action. The process in section 5.2.2. is then carried out.
The MSU continue to monitor all outstanding incidents and report on their
progress to Pathway, PON, SMC, UKSS and Energis on a daily basis.
S Incident Management Process for Non~Pollead
Outlets
This section details the process for resolving non-polled incidents. The process
has been developed to highlight the role of each support unit involved in the
process.
The MSU, on a daily basis, reviews the “Non-polled Outlet Report”, which lists
all outlets where an End of Day Marker has not been received. An outlet that
has not polled for two consecutive nights is logged by the SMC as an incident.
This is so that the appropriate support unit can investigate the reason for non-
polling. Action can then be taken to get the outlet polling again.
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 10 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/11/01
5.1L The System Management Centre (SMC)
BO BL
Non-polled Raise an incident
outlet for non-polled
report outlet
Incident logged v
B2
5.1.4 SMC Call Logging Process
Send E number to
MSU
¥
Send health check
results to MSU
B3
B4
SMC
process
(Section S.1.2.)
(Identify Incident)
A non-polled incident is logged by the SMC as soon as an outlet/site appears on
the non-polling report on 2 consecutive days or as a 1 day recurrer.
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: n of 25
Last Printed: 29/10/01 09:05,
ICL Pathway Incident Management Process for Non-Polled Outlets
COMPANY IN CONFIDENCE,
Ref:
CS/PRD/o80
Version: 2.00
Date:
02/11/01
FUJ00079874
FUJ00079874
5.1.2 Identify a Non-Polled Incident
Check if
outlet closed
Check if a
related call
exists
Check for
Normal call
cle;
Check for
Destination out
of order
Successful
checks
but still not
polling
Carry out
Health Check
BS
Indicate on the
Pihelp record that
the incident is
ready for closure
B7
Link related call
to Non polled
incideat
LP] call resolved
Until related
and closed
BS
Route to UKSS for
site engineer
Bg
Route to CFM3
BT engineer
B10
Route to SSC
Bid
Notify PM of
result and next
action
© 2001 ICL Pathway Limited
COMPANY IN CONFIDENCE
Page: 12 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/n/o1
The SMC receive a set of reports, such as the IFETS report, the Closed Outlet
Report and the Raw Report. They identify incidents with these reports. The
SMC checks if the outlet has been closed since it started non-polling. If so, the
SMC indicate on the Powerhelp record that the incident is ready for closure.
If the outlet is confirmed as open, the SMC check if a related call exists against
the outlet that could resolve the non-polled incident. If so, the related call is
linked to the non-polled incident. This ensures that any updates on the related
incident are reflected in the non-polled incident record. Once the related call
has been resolved, the SMC carry out a health check (Section 5.2.2) to confirm
that the non-polling incident has also been resolved.
The SMC checks for Normal call clearing. If this type of incident is identified,
the incident is logged and routed to UKSS. The SMC check for Destination out
of order, and if identified, the incident is logged and routed to CFM3. If the
outlet still appears not to be polling even though all checks have been
completed successfully, then the incident is routed to the SSC.
The Post Master is informed of the result of the investigation and of the next
action to be taken.
If no related call exists the SMC carry out the health check process (Section
5.2.2) after the incident is logged.
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 13 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/11/01
5.2 SMC Resolution Process
$.2.L Carry Out Resolutions
B29 B31
New Incident
or Incident Agree sew ation b¢e—_—_—__—_
Returned Pla
B30
Sort out De
incident Recommend- Recommendations
returned ations? and infom the Post
Master,
No
No
han 28
Yes
Complete Day 28
process
Healthcheck om
process
Section 5.2.2
Once an incident has gone through the process once, it is returned to the SMC.
The SMC will carry out any recommendations that have come from the
delivering unit and keep the Post Master informed of any progress. If the
recommendations fail to solve the problem, a new action plan is agreed and
carried out. This continues until the incident reaches its 28 day. At this point,
the “Day 28” process is invoked.
If the recommendations succeed, then the health check is repeated to ensure
there are no problems and the incident is prepared for closure.
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 14 of 25
Last Printed: 29/10/01 09:05,
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/n/o1
FUJ00079874
FUJ00079874
5.2.2 Health Check Process
[B13
: ea
Cheek fink Peefoem IFETS
to gateway I PAs Tstinc Ping J
wooowy Lg a
1
(Call outles and
ati to resolve
incident with
Postmastec
Bis pir
cM
process
(ection 5.4)
Route incident
toCEMS
eis
Ping connters
Check fink
to counters
[20 fe2t
aie linked UKSs
incident and route [2] process
to the URSS. (ection 8.3)
[p22 [523
Bis
Call outlet and
TE _I “incident with exqueting BT [9] procs
pes [24 Organise a
Route
be closed?
and a BT engineer
te cwrolve incident
¥
by Initiate
joint
Horizon/ process resolved
BT visit Gection 5.5.1)
to site
©) Indicate
incidents [P27 indieaw on Yer ps
ready for Phelp record “owe Inidene
closure realy for comare
No
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 15 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/n/o1
If the gateway can not be pinged:
- The SMC call the outlet to go through a series of checks in an
attempt to resolve the incident. The health check process is
repeated to test if the incident has been resolved.
- If the outlet has already been called, the SMC route the incident,
including outlet access times, to CFM3 (Section 5.4) for
resolution. If the incident has already been to CFM3, the SMC
raise a linked incident and route it to the UKSS (Section 5.3) to
send an engineer to site.
- Ifa UKSS engineer has already been to site, then the SMC route
the incident back to CFM3 requesting a BT engineer to site
(Section 5.4). If a BT engineer has already been to site, the SMC
organise a joint visit to the site between a Horizon and BT
engineer to determine why the fault still exists and to initiate
corrective action.
If there is no fault with the gateway, the SMC check the link to the counter(s). If
there is a fault with the link to the counter(s):
- The SMC call the outlet to go through a series of checks in an
attempt to resolve the incident. The health check process is repeated
to test if the incident has been resolved.
- If the outlet has already been called, the SMC raise a linked incident
and route it to the UKSS (Section 5.3) to send an engineer to site. Ifa
UKSS engineer has already been to site, then the SMC route the
incident to SSC requesting a resolution.
If there is no fault with the link to either the gateway or the counters, the SMC
determine whether or not the incident can be prepared for MSU closure
approval or if it needs to be routed to the SSC for resolution.
The incident is ready for closure if:
- It has been returned from the UKSS or CFM3 and passed successfully
through the SMC health check process. Where a linked incident has
been raised to call out an UKSS engineer to site, this can also be
closed.
- Orhas been resolved by a related call or a call to the outlet.
The incident is routed to the SSC (Section 5.5.1) for resolution if:
- It has passed the health check but has not been previously routed for
resolution to the UKSS or CFM3, and has not been resolved by a
related call or a call to the outlet. For example, the incident is still
appearing on the non-polled report.
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 16 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/n/o1
5.3 UKSS
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 17 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/11/01
ey
Resolve Check ISDN
fault working
at site
Check ISDN via
laptop to mobile
[ero
“Teer Bion Card
sesage displayed
cable
a
SPF Replace gateway
Ye
cs
Successful? Ne
“ y
6
Close call
ers
eee
etaater to SMC
The UKSS will receive a non-polled incident from the SMC. The UKSS will
firstly check to see if the ISDN is working. If the message seen is
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 18 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/n/o1
“Disconnected” then the cables and the gateway are checked. If the message at
this stage is “Disconnected” then the counter, hub (where the outlet has several
counters) and cables are checked. If the check is successful, then the call is
closed and the incident is routed back to SMC. If the check is not successful,
then the counter is replaced.
If the counter replacement failed, then the call is passed back to the SMC with
an update and a request for more information.
If the first check fails, then the ISDN is checked with the laptop and mobile. At
this stage, a fault may be fixed by the power surge that is generated. It is now
clear that the fault may lie with the gateway rather than the counter and
therefore the Eicon card is tested. If the test is successful then the call is closed.
If the test fails the Eicon card and/or the ISDN card is replaced and re-tested. If
the test fails the gateway is replaced and re-tested.
If the test fails, then the call is passed back to the SMC with an update and a
request for more information.
Having carried out the required work, the UKSS routes the incident back to the
SMC to perform another health check (Section 5.2.2).
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 19 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/n/o1
5.4 ISD Third Line Support (CFM3 ano CFM4)
b2 DI
Non-polled
Obtain Diagnostics incident
received
Investigate D6
incident Destination Route incident
[CFM3] Out of Order to back to SMC for!
or Re attention of SSC
Pick up ICD
information if
Neo D3 present
Verify ISDN line
and Access times I
res Ds PB inetd De
tute incident
Route call back to SMC poe
D4 to CPM4 with diagnosis ae
Request BT visit tosuls (Section 5.2.2)
Dio
Notily BT Until
—P to perform : fault
a remore resolved
Remote line check and site visit
check o
[CFM4]
1 2
Route incident Route incident
back to CKM3. Jey back ro CFM3
for a confidence to perform a
cheek healthcheck
[CFM3] p14 13
Either: Re fn Ping f
. oute cal Ping from
a) Route to CFM4 Debugging Router
incident
to SMC for ry
ahealth
check
b) Send a BT
engineer to
site to
attempt
resolution fous ID16
Route call sMc
back to process
smca (Section 5.2.2)
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 20 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/n/o1
On receipt of a non-polled incident by ISD (CFM3):
They will determine whether the incident is a Destination out of order type. If
it is not, then the incident is checked to see whether it is Normal Call Clearing.
If it is, then the incident is routed to the SSC.
If the incident is not Normal Call Clearing or a Call Rejected, then it is checked
to see if it is an Incompatible Destination type. The incident is then routed
back to the SMC with diagnostic results.
If the call is a destination out of order type or a Call Rejected, then the ISDN
line and the outlet access times are verified.
If the UKSS engineer has already been to the site, then a BT site visit is
requested. The incident is then routed to CFMq.
On receipt of a non-polled incident by (CFM4):
They will notify BT to perform a remote site check and to conduct a site visit. If
there is a fault, then the fault is resolved and the incident is passed back to
CFM3 for them to perform a health check.
If a fault was not found, then the incident is routed to CFM3 so that they can
conduct a confidence check and then the health check.
CFM3 will ping the debugging router and collect diagnostic information. If the
incident is a destination out of order type, then the incident is routed back to
the CFM4. If there is not, then the incident is routed back to SMC4q for a final
health check.
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 21 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/n/o1
5.5 The System Support Centre (SSC)
5.5.L Non-Polled Incident received’ from the SMC
El Ea E3
Non-polled Accept incident
+-— Be Complet
incident into the PinICL aminisreative taske
received System §
Investigate Puy outchecks I [ES BA
incident I Seaited in working Jog 1 Assign toa fend Review acceptance
(SSC KEL Meroshaw diagnostician criteria
30241. htm)
ED ute inetd ES
coute incident
Resolution back to SMC4 SMe
within SSC? to reroute eon S39)
accordingly
AMS cc cceceecceeeeeeeeeeeeeeeeeeeeete
E9
Resolve
incident
Resolve
incident
E10 E11
Until incident Route incident sMc
resolved back to SMC to process
initiate closure (Section 5.2.2)
Non-polled incidents are sent from Powerhelp to PinICL via the OTI. A series of
administrative tasks are then completed in order to ensure that all the details of
the incident are present on the record.
The incident history is then reviewed to ensure that all previous checks
conform to the SSC’s acceptance criteria (see document CS/FSP/006). The
incident is then assigned to a diagnostician. The diagnostician will then carry
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 22 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/n/o1
out a set of checks that are designed to resolve the fault and are set out in
document Mcroshaw30241L. htm.
If it is determined that resolution does not rest within the SSC, the SSC return
the incident to the SMC, along with appropriate diagnostic information, for re-
routing to the appropriate support unit (Section 5.2.2)
If it is determined that resolution does lie with the SSC, the appropriate course
of action is taken to resolve the incident. Once the incident has been resolved it
is routed back to the SMC who will then update the incident for closure
approval (Section5.2.2).
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 23 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/11/01
FL
Monitor P'help
for Non-Polled
Ensure non-
polled
incident
is ready
for closure
incident closure
requests
¥v
F2
Non-polled
incident
report
F3
Compare closure
requests against
non-polling report
Respond to
request for
closure via
email
F4 Email SMC
of incidents
that can be closed
& those requiring
further analysis
FS
SMC process
(Section 5.2.5)
5.6 The Management Support Unit (MSU)
Since the MSU have requested the raising of non-polled incidents with the
SMC, they are responsible for approving closure of the incident. There are two
criteria against which the MSU approve the closure of a non-polled incident.
The first is when the outlet has been non-polling as a result of it being closed.
The second is when the outlet disappears off the next day’s non-polling report.
The MSU inform the SMC daily, via the non-polled update report, of all
incidents that require further investigation and which incident can be closed.
© 2001 ICL Pathway Limited
COMPANY IN CONFIDENCE
Page: 24 of 25
Last Printed: 29/10/01 09:05,
FUJ00079874
FUJ00079874
ICL Pathway Incident Management Process for Non-Polled Outlets _ Ref: CS/PRD/o80
Version: 2.00
COMPANY IN CONFIDENCE, Date: 02/11/01
Appendix1
Daily task list to resolve non-polled incidents
IDay 2
Step 1 - Log Incident
Step 2 - Call routed to Second line support
Step 3 - Check if outlet is closed or if there is a related incident
Step 4 - Health check
Counter Failure Gateway Failure Neither Counter / Gateway!
Step 5 - Call the outlet Call the outlet Route to software support
for diagnosis
Step 6 - Engineer sent to site Remote line check
Day 3
Step 7 - BT engineer sent to site _} BT or Horizon engineer
sent to site
IDay 4
Step 8 - Joint visit of Horizon BT or Horizon engineer
& BT engineer sent to site
Day 5
Step 9 - Joint visit of Horizon
& BT engineer
NOTE:
Following on from each step (after Step 5), a health check is carried out by the
SMC. If the health check fails then the next step is implemented, else the
incident is updated with a request for closure approval.
© 2001 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 25 of 25
Last Printed: 29/10/01 09:05,