Name
Customer Amends Order
Description
This process provides you with the ability to request a change to selected details in your order, ask us a question or respond to a question from us.
Related B2B Services
Preceded by
Succeeded by
Name
Customer Amends Order
Description
This process provides you with the ability to request a change to selected details in your order, ask us a question or respond to a question from us.
Related B2B Services
Preceded by
Succeeded by
Pre-conditions
You receive a request from us, or your customer, to modify an order.
Post-Conditions
You receive our response to your amendment request.
STEP | DESCRIPTION | ROLE |
---|---|---|
1,2 | Submit request to amend an order. | Customer |
3 |
Receive and validate the request. If the request is invalid refer to alternate flow 1. |
Chorus |
4 |
Validate that the order can be amended. If the request is invalid refer to alternate flow 1. |
Chorus |
5 | Accept the order amendment. | Chorus |
6 | Complete amendment and provide response containing result. | Chorus |
7 | Receive the amend order response and action as required. | Customer |
STEP | DESCRIPTION | ROLE |
---|---|---|
3.1 | Validate the request against the criteria described in Business Rules, Validation of Requests. | Chorus |
4.1 | Validate the request content, if the order cannot be amended as requested, return an error response. | Chorus |
4.2 | Return an error response explaining why the order cannot be amended. | Chorus |
Refer to the Exception Codes table for error details.
-- Validation of Requests
The AmendOrderType element defines the type of Amend Order Request, and determines how the request is validated for processing and content.
TYPE | RULE |
---|---|
Validate Request |
We process the following types of Amend Order Requests one at a time. This means that you must wait for the response to each request, before sending a subsequent request.
We process the following types of Amend Order Requests irrespective of any other Amend Order Request being processed:
|
Request content |
We only process the elements that belong to the specified type of Amend Order Request, elements related to other request types be ignored. Note: if you have changes that belong to multiple types of Amend Order Request, e.g. and appointment change and contact details, you must send them as sequential requests. |
-- Order State
The following table shows the types of Amend Order Requests and the order states that will allow changes.
AMEND ORDER TYPE | ORDER STATE |
---|---|
ESCALATE |
|
INTERACTION |
|
CHARACTERISTIC |
|
ANSWER |
|
ORDER_DETAILS |
|
CONTACT_DETAILS |
|
-- Cancelled Orders
If we accept a request to cancel your order, i.e. Customer Cancels Order or Supplier Cancels Order, we will cancel any unprocessed Amend Order Requests.
The Exception Codes table lists the exceptions that may be returned by this service.
For a full list of exception codes and their meanings see B2B Exception Codes.
CODE | DESCRIPTION |
---|---|
000 | The backend processing error encountered-if problem persists please contact Chorus admin |
017 | RFS validation failed: {%s} |
018 | Question Answer Failed: {%s} |
019 | Customer Order ID or Customer Reference ID not found |
020 | Appointment reschedule failed as charges may apply - Please resubmit & accept charges. |
025 | The attribute {%s} in the request does not exist or does not match the corresponding attribute in the Order record. |
026 | Request validation failed: {%s} |
029 | The Order State of the specified Customer Order does not support the selected action |
030 | The Order ID provided belongs to a different customer |
The following use cases support this business process.
Click on the links to view the XML samples.
> Escalate Order
In this example, you use AmendOrderRequest: ESCALATE to escalate an order for medical reasons.
We respond to your message and keep you updated as the escalation is processed by sending:
Note: our escalation processes are available from: Managed Provisioning
REQUEST | NOTIFICATION / RESPONSE |
---|---|
Customer Amends Order: ESCALATE | |
AmendOrderNotification: ESCALATION_COMPLETED
|
|
AmendOrderNotification: SCHEDULED
|
> Interaction - Withdraw Escalation
In this example, you use AmendOrderRequest: ESCALATE to escalate an order for medical reasons.
We respond to your message and accept your escalation by sending:
After further discussions with your end customer you withdraw the order escalation using AmendOrderRequest: INTERACTION.
We respond to your message and your escalation withdrawal by sending:
REQUEST | NOTIFICATION / RESPONSE |
---|---|
AmendOrderRequest: ESCALATE
|
AmendOrderResponse: ESCALATE
|
AmendOrderNotification: ESCALATION_ACCEPTED
|
|
AmendOrderRequest: INTERACTION
|
AmendOrderResponse: INTERACTION
|
AmendOrderNotification: ESCALATION_DECLINED
|
> Escalate Order - Escalation Declined
In this example, you use AmendOrderRequest: ESCALATE to escalate an order for medical reasons.
We respond to your message and decline the escalation by sending:
REQUEST | NOTIFICATION / RESPONSE |
---|---|
AmendOrderRequest: ESCALATE
|
Customer Amends Order: ESCALATE
|
AmendOrderNotification: ESCALATION_DECLINED
|
> Amend Product Characteristics
In this example, you use AmendOrderRequest: CHARACTERISTICS to change Product Characteristics against an order.
REQUEST | NOTIFICATION / RESPONSE |
---|---|
Customer Amends Order: CHARACTERISTICS | |
AmendOrderRequest: CHARACTERISTICS
|
AmendOrderResponse: CHARACTERISTICS
|
> Amend Order Details
Use case examples showing how to use Amend Order Requests to update order details are provided by:
> Amend Contact Details
Use case examples showing how to use Amend Order Requests to update contact details are provided by:
> Update Appointments
UsecaseexamplesshowinghowtouseAmendOrderRequeststoupdateappointmentdetailsareprovided by:
> Answer Questions
Use case examples showing how to use Amend Order Requests to answer a question are provided by:
The following Use Cases provide examples using the AmendOrderRequest to respond to orders we create on your behalf.
-- Answer - Disconnect Secondary
In this example, the CreateOrderNotification: INTENT_TO_DISCONNECT_SECONDARY_ABANDONMENT is sent to advise you that we intend to disconnect your secondary product as the location does not have an existing primary product.
The product must be promoted to a primary offer using Create Order Request, order type Change Offer.
Note: an order to promote an existing secondary product is treated with the same priority as an order to connect a new primary. This means that if two orders are created for the same ONT, we will process the order we receive first and reject the second order.
REQUEST | NOTIFICATION / RESPONSE |
---|---|
CreateOrderNotification: INTENT_TO_DISCONNECT_SECONDARY_ABANDONMENT
|
|
Customer Amends Order: ANSWER | |
AmendOrderRequest: ANSWER
|
AmendOrderResponse:
|
AmendOrderNotification: IN_PROGRESS_INTENT_TO_CANCEL
|
|
AmendOrderNotification: CLOSED_CANCELLED
|
-- Answer - Disconnect Abandonment (Accept)
CreateOrderNotification: INTENT_TO_DISCONNECT_ABANDONMENT message is sent to advise you that, due to another customer's order created to replace your product, we have created a disconnection order on your behalf.
In this example,
REQUEST | NOTIFICATION / RESPONSE |
---|---|
CreateOrderNotification: INTENT_TO_DISCONNECT_ABANDONMENT
|
|
AmendOrderRequest: ANSWER
|
AmendOrderResponse:
|
AmendOrderNotification: CLOSED_COMPLETED
|
-- Answer - Disconnect Abandonment (Reject)
CreateOrderNotification: INTENT_TO_DISCONNECT_ABANDONMENT message is sent to advise you that, due to another customer's order created to replace your product, we have created a disconnection order on your behalf.
In this example, you check with your end customer and find that they are not moving.
REQUEST | NOTIFICATION / RESPONSE |
---|---|
CreateOrderNotification: INTENT_TO_DISCONNECT_ABANDONMENT
|
|
AmendOrderRequest: ANSWER
|
AmendOrderResponse:
|
AmendOrderNotification: CLOSED_CANCELLED
|
> Chorus Portal Amend
In this example, you use the Chorus Portal to amend your order characteristics.
We respond using the Chorus Portal to accept your request. On the B2B you will receive the following notifications:
REQUEST | NOTIFICATION / RESPONSE |
---|---|
Customer Amends Order: CHARACTERISTICS | |
AmendOrderRequest: CHARACTERISTICS
|
AmendOrderNotification: AMEND_ORDER_COMPLETED
|
> Use Case Exceptions
The following table describes the use case exceptions that support this business process.
Click on the scenario link to view the XML sample.
SCENARIO | DESCRIPTION | REQUEST | RESPONSE |
---|---|---|---|
Customer Amends Order - ORDER_DETAILS request contains contact details |
AmendOrderRequest is executed to change Order_Details. It contains fields associated to another AMENDORDERTYPE. Only the changes associated with the AMENDORDERTYPE Order_Details type are processed. |
AmendOrderRequest: CONTACT_DETAILS
|
AmendOrderResponse: CONTACT_DETAILS
Fields not related to AmendRequestType: CONTACT_DETAILS have been ignored. |
Customer Amends Order - Request contains invalid Product Characteristics |
AmendOrderRequest is executed to to change ProductCharacteristics. The ProductCharacteristics provided do not comply with the product rules in the Chorus catalogue. |
AmendOrderRequest: CHARACTERISTICS
|
AmendOrderRequest: CHARACTERISTICS
|
Customer Amends Order - Order State does not support the selected action |
AmendOrderRequest is executed to change the BillingAccount. TheBillingAccountcannotbechanged after the order has been accepted. |
AmendOrderRequest: ORDER_DETAILS
|
AmendOrderResponse: ORDER_DETAILS
|
Customer Amends Order - Appointment change costs have not been accepted |
Amend Order Request is executed to change a site visit appointment date. The change will incur charges but the AcceptCharges element is missing or the value is false. |
AmendOrderRequest: APPOINTMENT
|
AmendOrderResponse: APPOINTMENT
|
Customer Amends Order Appointment - RFS validation failed |
Amend Order Request is executed to change a site visit appointment date using an invalid RFS date. The date used, may be in the past or not one returned by BIC004: Query Appoinment Availability. |
AmendOrderRequest: APPOINTMENT
|
AmendOrderResponse: APPOINTMENT
|
Customer Amends Order - answer contains incorrect values |
AmendOrderRequest is executed to respond to an Intent to Cancel notification. The request contains an incorrect answer field. |
AmendOrderRequest: ANSWER
|
AmendOrderResponse: ANSWER
|
This section provides a list of the User Story References that we have met in this business process, as defined by the Ultra-Fast Broadband BSS / OSS Business Interaction Framework.
The document is available from:
Refer to the TCF website for documentation.
Request Success Criteria
ID | DESCRIPTION |
---|---|
US35 | As a Service Provider I want to be able to add my own reference ID to a Service Request order so that I can easily match the order with orders in my own systems. |
SC35.03 | ServiceProviderreferenceisprovidedonallnotificationsregardingtheservice request order. |
US44 | As the Service Provider I want to be able to request a service order be fast-tracked so that I can coordinate complex installs with more flexibility. |
SC44.02 | The Service Provider can request to fast-track any open service request. |
SC44.03 | The Service Provider can notify the LFC of the preferred installation date. |
US46 | As a Service Provider I want to amend a service order via the OSS/BSS so I can save cost. |
SC46.01 | Service Provider can amend a service order via the SSP. |
SC46.02 | Service Provider can amend a service order via the B2B. |
SC46.03 | Service Provider provides the name of the staff member amending the service order. This field is mandatory. |
SC46.04 | Service Provider provides the phone number of the staff member amending the service order. This field is mandatory. |
SC46.05 | Service Provider can amend the Business Name of the End Customer of the service order. This field is optional. |
SC46.06 | Service Provider can amend the contact name of the End Customer of the service order. This field is optional. |
SC46.07 | Service Provider can amend the phone number of the End Customer of the service order. This field is optional. |
SC46.08 | Service Provider can amend the alternate phone number of the End of the service order. This field is optional. |
SC46.09 | Service Provider can amend the Site Contact Name for the service order. This field is optional. |
SC46.10 | Service Provider can amend the Site Contact Number for the service. This field is optional. |
SC46.11 | Service Provider can amend the preferred connection date. |
SC46.12 | Service Provider can amend a preferred installation time for the connection date. |
SC46.13 | Service Provider can amend the product required. |
SC46.14 | Service Provider can amend any additional products required. |
SC46.15 | Service Provider can amend the preferred ETP installation location. |
SC46.16 | Service Provider can amend the preferred ONT installation location. |
SC46.17 | Service Provider can amend alarms or other relevant products in use. |
SC46.18 | ServiceProvider can complete an additional notes field (additional installer instructions / health and safety information)ifrequired. This field is optional. |
SC46.21 | Service Provider can amend the UNI VLAN. |
SC46.22 | ServiceProvider can amend the name and contact details of the nominated primary contact person(s) to be contacted about the service request. |
SC46.23 | ServiceProvider can amend the name and contact details of the nominated person within their organisation to be contacted about escalations regarding the service request. |
US47 | As a Service Provider I want to be able to amend an order at any time so that I can meet my Customer’s need. |
SC47.01 | Service Provider can amend the service order up to and including the RFS date. |
US62 | As the Service Provider I want to amend the “Relinquish” service order so I can manage the order effectively. |
SC62.01 | Service Provider provides the name of the staff member amending the service request. This field is mandatory. |
SC62.02 | Service Provider provides the phone number of the staff member amending the service request. This field is mandatory. |
SC62.03 | Service Provider can amend the Business Name of the End Customer of the service order. |
SC62.04 | Service Provider can amend the contact name of the End Customer of the service order. |
SC62.05 | Service Provider can amend the phone number of the End Customer of the service order. |
SC62.06 | Service Provider can amend an alternate phone number of the End Customer of the service order. |
SC62.07 | Service Provider can amend the Site Contact Name for the service order. |
SC62.08 | Service Provider can amend the Site Contact Number for the service. |
SC62.09 | Service Provider can amend the preferred relinquishment date. |
SC62.10 | ServiceProvider can amendAM orPM as the preferred relinquishment time on the connection date. |
SC62.11 | Service Provider can amend a preferred relinquishment time on the connection date. |
SC62.12 | Service Provider can complete an additional notes field if required to alert to site specific requirements and health and safety issues. |
SC62.13 | Service Provider must enter the Service ID.. |
SC62.14 | ServiceProvider can amend the name and contact details of the nominated primary contact person within their organisation to be contacted about the service request. |
SC62.15 | ServiceProvider can amend the name and contact details of the nominated person within their organisation to be contacted about escalations regarding the service request. |
US300 | As an LFC I want to know who to contact in regard to any OSS/BSS interaction (service request/order, problem report) so that I can ensure that I am getting information from the right source. |
SC300.04 | Service Provider can amend the name of the person or group within their organisation to be contacted regarding the interaction. This field is mandatory. |
SC300.05 | Service Provider can amend the phone number of the person or group within their organisation to be contacted regarding the interaction. This field is mandatory. |
SC300.06 | Service Provider can amend the email address of the person or group within their organisation to be contacted regarding the interaction. This field is mandatory. |
US420 | As a Gaining Service Provider I want the Losing Service Provider to specify the reason that they warn about the Transfer so that I can avoid accidental relinquishment of the wrong Product Instance. |
SC420.01 | Losing Service Provider notifies the LFCthat they wish to warn of incorrect Transfer details. |
SC420.02 | Losing Service Provider must provide at least one reason if they wish to respond to a Transfer notification. |
SC420.03 | Losing Service Provider can only select from an industry-agreed list of valid reasons for warning about the transfer. |
SC420.04 |
The industry-agreed list of reasons for warning about a Transfer is:
|
Response Success Criteria
ID | DESCRIPTION |
---|---|
US35 | As a Service Provider I want to be able to add my own reference ID to a Service Request order so that I can easily match the order with orders in my own systems. |
SC35.03 | Service Provider reference is provided on all notifications regarding the service request order. |
US39 | As a Service Provider I want standardised service order notifications from the LFCs so I can have consistent order management procedures across LFCs. |
SC39.01 | The LFCs agree on a common set of service order notifications which are captured in the business interaction framework. |
SC39.09 | The Order Reference Number is included on all order notifications. |
SC39.10 | The Service Provider Order Reference number is included on all order notifications. |
SC39.11 | The date and time are included on all order notifications. |
SC39.12 | LFC uses a formatted template for the notifications. |
US40 | As an LFC I want to validate the information entered within the service request on the OSS/BSS before the order is submitted so I can be assured of quality. |
SC40.04 | When a Service Request submitted via the SSP has failed the validation check, The LFC can highlight the fields which failed the validation check. |
SC40.05 | When a Service Request submitted via the B2B has failed the validation check, The LFC can send information on which fields failed the validation check. |
US49 | As a Service Provider I want to know if amending or cancelling an order is going to incur a cost so I can advise my Customer and charge them accordingly for any Customer initiated change. |
SC49.02 | Service Provider is told when amending the order of the charge incurred. |
US50 | As a Service Provider I want to receive a notification confirming that the service order amendment has been accepted or rejected so that I can manage Customer expectation. |
SC50.01 | Service Provider receives confirmation that the service order amendment has been accepted, or rejected, including the reason for rejection. |
SC50.05 | The notification contains the details of the service order as amended by the Service Provider. |
US188 | As an LFC or Service Provider I need all interactions relating to contractual transactions to have a guaranteed, verified delivery so that commercial disputes can be resolved factually. |