FUJ00080501 - Report: report details the prioritisation and call codes for Branch Network Resilience, Closure, Postshop, Kiosk, Non Polling, Other Queries, Environmental, Inappropriate Helpdesk and Security incidents logged on PowerHelp

Evidence on official site

Fujitsu Services Call Enquiry Matrix and Incident Prioritisation -

HSD

COMPANY IN-CONFIDENCE

Ref:

Version:

Date:

CS/FSP/021

1.0
17/04/07

FUJ00080501
FUJ00080501

Document Title:

Document Type:

Release:

Abstract:

Document Status:

Originator & Dept:

Contributors:

Internal Distribution:

External Distribution:

Call Enquiry Matrix and Incident Prioritisation - HSD

Functional Specification

N/A

This document details the prioritisation and call codes for Branch
Network Resilience, Closure, Postshop, Kiosk, Non Polling,
Other Queries, Environmental, Inappropriate Helpdesk and

Security incidents logged on PowerHelp

APPROVED

Rebecca Epifano, HSD

Post Office Account Library

Approval Authorities:
Name Position Signature Date
Liz Melrose POA Service Delivery Team

Manager

Paul Gardner

HSD Operations Manager

© 2007 Fujitsu Services

COMPANY IN-CONFIDENCE

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Fujitsu Services Call Enquiry Matrix and Incident Prioritisation- Ref: CS/FSP/021
HSD
Version: 1.0
COMPANY IN-CONFIDENCE Date: 17/04/07
0.0 Document Control
0.1 Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
0.1 05/02/07 Division of CS/FSP/002 v16.0 into separate
documents to cover specific incident types and to
amend the priority of Postshop calls
0.2 27/02/07 To include Kiosk calls
1.0 17/04/07 To include reviewers’ comments and for approval
0.2 Review Details
Mandatory Review Name
Customer Service Jan Ambrose *
SST Aston Allen
Optional Review Name
HSD Paul Hailey
HSD Paul Gardner
HSD John Casey
(*) = Reviewers that returned comments
0.3 Associated Documents
Reference Version Date Title Source
CS/FSP/011 Call Enquiry Matrix and PVCS

General

Incident Prioritisation -

Unless a specific version is referred to above, reference should be made to the current approved

versions of the documents.

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Fujitsu Services

Call Enquiry Matrix and Incident Prioritisation - Ref:
HSD
Version:
COMPANY IN-CONFIDENCE Date:

CS/FSP/021

1.0
17/04/07

FUJ00080501
FUJ00080501

0.4 Abbreviations/Definitions

Abbreviation. Definition

ADSL Asymmetric Digital Subscriber Line
BNR Branch Network Resilience

BT British Telecommunications

C&W Cable & Wireless

FS Fujitsu Services

GSM Global System for Mobile communications
HSD Horizon Service Desk

ISDN Integrated Services Digital Network
NBSC Network Business Support Centre
OBC Operational Business Change

osP One Shot Password

PM Postmaster

PO Post Office

POA Post Office Account

POL Post Office Limited

PSTN Public Switched Telephone Network
SLA Service Level Agreement

SMC System Management Centre

0.5 Changes in this Version

Version

Changes

1.0

¢ Amendment of cause code CG3 to “Enforced closure”

¢ Amendment of repair code R70 to “Reboot by branch”

¢ Amendment of problem type code EC04 to “Enforced closure”
« Amendment of problem type code QU10 to “Closed call information”

¢ Amendment of cause codes CG2 to “Enforced closure (Non polling)”

¢ Amendment of cause code CH6 to “PM unavailable (Enforced closure)”

¢ Amendment of repair code RF1 to “Branch resolved unassisted”

¢ Amendment of repair code RB7 to “Branch already powered up”

¢ “Postshop” and “Kiosk” added to appropriate cause codes

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FUJ00080501
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Ref: CS/FSP/021

Version: 1.0
Date: 17/04/07

¢ PowerHelp codes allocated to new descriptions where applicable

0.6 Changes Expected

Changes

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Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/021
HSD
Version: 1.0

COMPANY IN-CONFIDENCE Date: 17/04/07

0.7 Table of Contents

10 INTRODUCTION...

3.0 I CALL CODES AND INCIDENT PRIORITISATION..
3.1 BRANCH NETWORK RESILIENCE

3.4 KIOSK..
3.5 NON POLLING
3.6 OTHER QUERIES
3.7 ENVIRONMENTA!
3.8 INAPPROPRIATE HELPL
3.9 SECURITY

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Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/021
HSD
Version: 1.0

COMPANY IN-CONFIDENCE Date: 17/04/07

1.0 Introduction

This document describes the incidents logged on PowerHelp and is used to define the call codes for
these incidents.

It also defines the priorities assigned to any incident. These priorities have been created to aid the
HSD to manage incident escalation and have been agreed in conjunction with support units.

2.0 Scope

The document describes the types of incidents, incident prioritisation and call codes for the following
call types:

B Branch Network Resilience
Closure
Postshop
Kiosk
Non Polling
Other Queries
Environmental
Inappropriate Helpdesk
Security

NxX<fO DROM

Further details in respect of incident prioritisation and status and PowerHelp call codes are provided
in ‘Call Enquiry Matrix and Incident Prioritisation — General’ [Ref. CS/FSP/011]

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Fujitsu Services Call Enquiry Matrix and Incident Prioritisation- Ref: CS/FSP/021
HSD
Version: 1.0
COMPANY IN-CONFIDENCE Date: 17/04/07
3.0 Call Codes and Incident Prioritisation
3.1 Branch Network Resilience
Call Type Code: B
Call Type: Branch Network Resilience
Description: These calls relate to sites requiring, or having faults with, BNR solutions
Calls raised by: HSD (for BNO1 calls) and PO branch/SMC (for BNO2 calls)
SLA: Not applicable
Priority: Priority is set by the caller based on the severity of the incident
Problem Type Code Cause Code ir Code
BNO1 GSM backup network install ICZ5——_“Fixed network fault RL1 GSM deployment successful
RL2 GSM deployment unsuccessful

]BNO2 ISDN backup network fault C37 ISDN fine fault R24 C&WIBT repair

C36 Software error R70 Reboot by branch

C38 ISDNinfrastructure major incident IR74 User advised by HSD

ICG4___ Undetermined fault R74 User advised by HSD

RJ7 Fault investigated by C&W/BT

ICR4___No fault found/ User error R74 User advised by HSD

ICS1 Duplicate issue raised by SMC RG6 Resolved by SMC call

CZ6___ ISDN line not present RCT Escalated to OBC

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Fujitsu Services Call Enquiry Matrix and Incident Prioritisation- Ref: CS/FSP/021
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Ver 1.0
COMPANY IN-CONFIDENCE Date: 17/04/07
3.2 Closure
Call Type Code: E
Call Type: Closure
Description: Enforced/Planned/Unplanned closure
Calls raised by: HSD
SLA: Not applicable
Priority: c
Problem Type Code Cause Code Repair Code
ECO4 Enforced closure CG3__ Enforced closure RBS Call logged for re-opening
RC1 —_Escalated to OBC
RC4 FS (PO Account) advised
[CHE __PMunavailable (Enforced closure) [RBS Call logged for re-opening
RC1 —_Escalated to OBC
RC4 FS (PO Account) advised
CRS OBC20 closure RF9_ OBC20 received
ECOS Planned closure CHE PO reopened RK6__NBSC advised
RK7 PM contacted
CZ3___ PO permanently closed RK6 __NBSC advised
RK7 PM contacted
ECO Unplanned closure [CNS PMunavailable (Unplanned closure) _[RK6 _ NBSC advised
RK7 PM contacted
CZ2___ PMrequest RK6 _ NBSC advised
RK7 PM contacted
CZ3____ PO permanently closed RK6__NBSC advised
RK7 PM contacted

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Fujitsu Services Call Enquiry Matrix and Incident Prioritisation- Ref: CS/FSP/021
HSD
Version: 1.0
COMPANY IN-CONFIDENCE Date: 17/04/07
3.3 Postshop
Call Type Code: G
Call Type: Postshop
Description: Hardware, network and software incidents relating to postshops
Calls raised by: PO branch
SLA: Not applicable
Priority: Counter unavailable: A
Counter available: c

Problem Type Code Cause Code Repair Code
IGPO1 —Postshop fault Postshop base unit fault Reboot by branch
R74 User advised by HSD
RK9 —_ Resolved by Geller/third party
CJ2___Postshop bar code reader fault As for CS
CJS Postshop counter printer fault As for CS
CJ4___ Postshop keyboard fault As for CS
CJS Postshop monitor fault As for CS
C6 Postshop software fault As for Ci

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Fujitsu Services Call Enquiry Matrix and Incident Prioritisation- Ref: CS/FSP/021
HSD
Version: 1.0
COMPANY IN-CONFIDENCE Date: 17/04/07
3.4 Kios
Call Type Code: K
Call Type: Kiosk
Description: These are calls that relate to the new trial Kiosk
Calls raised by: PO Branch
SLA: Not applicable
Priority: c
Problem Type Code Cause Code Repair Code
KI01 Kiosk fault Kiosk base unit fault R74 User advised by HSD
RM5 Resolved by Integrex/third party
C64 Kiosk counter printer fault As for C63
C65 Kiosk keyboard fault As for C63
C66___Kiosk monitor fault As for C63
C67___Kiosk software fault As for C63
C68 Kiosk weigh scales fault As for C63
C69 Kiosk Coin / Note reader fault As for C63

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Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/021
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Ver 1.0
COMPANY IN-CONFIDENCE Date: 17/04/07
3.5 Non polling
Call Type Code: P
Call Type: Non polling
Description: These calls relate to sites identified from the Non polling report
Calls raised by: HSD
SLA: Not applicable
Priority: A
Problem Type Code Cause Code Repair Code
PNO1 Non polling site C31 ISDN line fault R24 C&WIBT repair
C34 ADSL service fault R24 C&WIBT repair
C35 PSTNiine fault R24 C&WIBT repair
C36——_“Software error R70 Reboot by branch
CGT PO branch closed RB1 Closure call raised
RB9 —_Referred to OBC
(CG2___ Enforced closure (Non-polling) RBi Closure call raised
CG5__-VSAT fault D2 C&W/Hughes repair
CO? Resolution requires engineer visit RF3 Engineer incident raised
CRT Data retrieval required (workaround) RF6 Data retrieval completed by engineer
RF7 Data retrieval cancelled
CT4 Major incident raised RC8 No aotion taken
CV8 Duplicate issue raised by PO branch RH6 Progressing PO branch incident
RK3 Resolved by PO branch incident
CX Counter faulty / turned off (Non-polling) RH7 User advised
CYT Undetermined fault (Non-polling) C8 Noaotion taken
RK1 Fault investigated by C&W/BT/Hughes

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3.6 Other Queries
Call Type Code: Q
Call Type: Other Queries
Description: These calls relate to incidents which do not fall into any other Call Type
description
Calls raised by: PO branch, except for QU07 and QU08 which are raised by POA
SLA: Not applicable
Priority: Cc
Problem Type Code Cause Code
]QU02 Wrong number ICM9—— Wrong number IRC8-—-Noaztion taken
(QU03 Galler hung up C10 Caller terminated call IRC8___Noaction taken
(QU04— Caller fails initial caller verification D3 Unauthorised caller R40 Service refused
(QU06 Compliment CL3___ Customer compliment RAS Compliment recorded
(QUO7 Complaint requiring investigation C45 Customer complaint RD Complaint investigated
(QU08 Test call cl4 Test call RC7 Test call completed
(QU09 Voicemail call— No details provided  ICQ5 insufficient evidence provided RE User terminated call
RF1 Branch resolved unassisted
]QU10 Closed call information [CWS Request for information R74 User advised by HSD

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Fujitsu Services Call Enquiry Matrix and Incident Prioritisation- Ref: CS/FSP/021
HSD
Version: 1.0

COMPANY IN-CONFIDENCE Date: 17/04/07

3.7 Environmental

Call Type Code: Vv
Call Type: Environmental
Description: Covers power problems, environmental interference
Calls raised by: See table below
SLA: Not applicable
Priority: c
Problem Type Code ae raised Cause Code Repair Code
y
VNO1 Power failure PO branch’ ICH7 Power failure R75 Advised to power up
NBSC RB6 Power failure recorded
RB7 —_Branch already powered up
RB8 _Refer to local electrician/NBSC
VNO2 Other environmentalissue _ IPObranch’ ICA7 Environmental issue RC4 FS (PO Account) advised
POA RC5 —_ Environmental issue resolved

Note 1: I Where only one piece of kit has failed, Hardware codes should be used.

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Fujitsu Services

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Call Enquiry Matrix and Incident Prioritisation -

FUJ00080501
FUJ00080501

Ref: CS/FSP/021

Version: 1.0
Date: 17/04/07

3.8 Inappropriate Helpdes

Call Type Code:
Call Typ
Description:
Calls raised by:
SLA:

Pri

Problem Type

x
Inappropriate Helpdesk

These are calls which are deemed to be inappropriate for HSD.

PO branch
Not applicable
c

Cause Code

Repair Code

XI06 — POLissue

ICM1 Business issue R58 Caller referred to NBSC
R59 Caller transferred to NBSC

ICM2—_Training/advice required R58 Caller referred to NBSC
R59 Caller transferred to NBSC

icve Call incorrectly referred by NBSC R58 Caller referred to NBSC
R59 Caller transferred to NBSC
R74 User advised by HSD

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Call Enquiry Matrix and Incident Prioritisation -

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Ref: CS/FSP/021
Version: 1.0
Date: 17/04/07

3.9 Security

Call Type Code:
Call Type:
Description:
Calls raised by:
SLA:

Priority:

Problem Type Code

Zz
Security

These calls relate to incidents where a replacement password is required.

NBSC

Not applicable

All counters unavailable: A
Some counters unavailable: B
No counters unavailable: Cc

Cause Code

Repair Code

ZS03 Authorised User C53 Auditor / Eng /'Non PM related - access required R32 One Shot Password given
“One ener Password RB4 —Advice given / OSP not required
require
4 CH4 PM related access requested by NBSC. R32 One Shot Password given
RB4 Advice given / OSP not required
Note 1: The issue of a password is strictly controlled and may only be issued by an authorised issuer

(Senior Technician/Team Leader).

followed in all cases.

A special verification process applies here and must be

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