Workarounds

Process – Logging Incidents

Issue Detail – Incidents need to be logged directly onto Remedy until it is integrated with CRM. Cases created for Fixed are not sent to Remedy nor is an incident ID created

Teams Impacted – Arise & VIS

CR / Defect / Incident Number – 21787

Issue Detail
There is an integration issue between CRM and Remedy. The process should be that when a case is raised in CRM is triggers a ticket into Remedy for relevant incidents (e.g. TV issues) however due to the integration issue this is not functioning correctly.

Solution
Continue to raise incidents directly on Remedy until the integration issue is resolved.

     Process – Cross Stack Migration

Issue Detail – Customer wants to move from another BB product to FTTH eir which is not yet available on Equinox.

Teams Impacted – COT and Sales/Upgrade Teams and Mobile CAP Team

CR / Defect / Incident Number – N/A

Issue Detail :
Fibre To The Home (FTTH) eir is not yet available Equinox. If a migrated customer requests premises to upgrade their existing BB account to FTTH eir they need to be removed from Equinox and migrated back onto the Legacy stack (SingleServe).

FTTH is IP Voice only so customers who want to keep their landline number will be either move from:

• PSTN to IP Voice number
• IP Voice to IP Voice number

Solution:
This is a cross stack migration carried out as a provide and cease. Provide new account and eir FTTH services directly on the Open eir Unified Gateway (UG) and manually update in SingleServe and cease old BB/Voice in Equinox. Both accounts can run concurrently.

Steps for Sales/Upgrade Teams/COT:

• Customer requests upgrade or retention upgrade to eir FTTH
• Advise customer of process to upgrade
• Raise a Case to Modem Cap team using triplicates raise

• a case using triplicates Fixed Admin > Orders > FTTH Request. to complete upgrade on SingleServe stack

Steps for Modem CAP team:

• Carry out eir FTTH provide order directly on the UG and manually update on SingleServe
• Once order/services go to status complete, confirm customer’s service is active – (check order is gone ‘Complete’ and confirm running session)
• Cease old services on Equinox within 24 hours of active FTTH services
• Cease reason is ‘FTTH upgrade’
• Ensure ETF’s (Early Termination Fees) are waived

For customers with active voice services please note the following:

PSTN voice

• Provision new account on SingleServe – with new PSTN number
• Cease old account on Equinox choosing ‘Eir FTTH upgrade’ as cease reason
  • Ceases old PSTN number
  • Carry out PSTN number swap if customer needs to keep their old number – this process is straightforward and currently BAU

IP voice

• Provision new account on SingleServe – with new IP number
• Cease old account on Equinox choosing ‘Eir FTTH upgrade’ as cease reason
  • Ceases old IP number
  • IP number goes into quarantine for a maximum of 13 months
• Vodafone Number Manager team move old number back to SingleServe and can then overwrite the new number

Process – Cross Stack Migration

Issue Detail – Customer wants to move from another BB product to SIRO which is not yet available on Equinox.

Teams Impacted – COT and Sales/Upgrade Teams and Mobile CAP Team

CR / Defect / Incident Number – N/A

Issue Detail :
SIRO is not yet available Equinox. If a migrated customer requests premises to upgrade their existing BB account to SIRO they need to be removed from Equinox and migrated back onto the Legacy stack (SingleServe).

SIRO is IP Voice only so customers who want to keep their landline number will be either move from:

• PSTN to IP Voice number
• IP Voice to IP Voice number

Solution:
This is a cross stack migration carried out as a provide and cease. Provide new account and eir FTTH services directly on the Open eir Unified Gateway (UG) and manually update in SingleServe and cease old BB/Voice in Equinox. Both accounts can run concurrently.

Steps for Sales/Upgrade Teams/COT:

• Customer requests upgrade or retention upgrade to SIRO
• Advise customer of process to upgrade
• Raise a Case to Modem Cap team to complete upgrade on SingleServe stack

Steps for Modem CAP team:

• Carry out SIRO provide order in V-Connect using a non-commissionable agent code Z544
• Once order/services go to status complete, confirm customer’s service is active – (check order is gone 'Complete' and confirm there is a running session)
• Cease old services on Equinox within 24 hours of active SIRO services
• Cease reason is 'SIRO upgrade'
• Ensure ETF’s (Early Termination Fees) are waived

For customers with active voice services please note the following:

PSTN voice

• Provision new account on SingleServe – with new PSTN number
• Cease old account on Equinox choosing 'SIRO upgrade' as cease reason
  • Ceases old PSTN number
  • Carry out PSTN number swap if customer needs to keep their old number – this process is straightforward and currently BAU

IP voice

• Provision new account on SingleServe – with new IP number
• Cease old account on Equinox choosing 'SIRO upgrade' as cease reason
  • Ceases old IP number
  • IP number goes into quarantine for a maximum of 13 months
• Vodafone Number Manager team move old number back to SingleServe and can then overwrite the new number