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BIC109: Customer Reschedules Order Appointment

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Name

Customer Reschedules Order Appointment

Description

This process provides you with the ability to reschedule a site visit appointment or RFS date, against an order.

Related B2B Services

  • Customer Amends Order

Preceded by

  • Customer Creates Order

Succeeded by

  • Supplier Amends Order

Flow - Customer Reschedules Order Appointment

Pre-conditions

You have created an order using BIC101:CustomerCreatesOrderandtheappointmentdates fortheorder are in the future.

You have retrieved a list of site visit appointment times or RFS dates using BIC004: Query Appointment Availability.

Post-Conditions

You receive our response confirming that the appointment has been rescheduled.

Basic Path

STEP DESCRIPTION ROLE
1 Submit request to reschedule an order appointment. Customer
2 Receiveandvalidatetherequest,rescheduletheappointment. If the request is invalid refer to alternate flow. Chorus
3 Provide response containing details of the order and new appointment. Chorus
4 Receive the response and action as required. Customer

 

Alternate Flow 1

STEP DESCRIPTION ROLE
2.1 If the query order request information is invalid, return an error response. Chorus
2.2 Return an error response explaining why the appointment cannot be rescheduled. Chorus

Refer to the Exception Codes table for error details.

Business Rules

  • Wewillnot changeanappointmentthatincursaddtional charges,unless youacceptany charges.
  • We will validate RFS date changes against the lead times for the products in the order.

Exception Codes

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 Backendprocessingerrorencountered-Ifproblem persistspleasecontactChorusadmin
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 Orderrecord.
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

 

Use Cases

The following table describes the use cases that support this business process.

Click on the scenario link to view the XML sample.

> Reschedule Site Visit Appointment

In this example, you have and order that is in the state and substatus: In Progress/Network Design. We advise you that your order is ready to be progressed by sending:

  • AmendOrderNotification: HELD_SCHEDULE_SCOPE to request that you schedule the site visits.

You use:

  • QueryAppointmentAvailability to retrieve a list of available appointments
  • AmendOrderRequest: APPOINTMENT to request an appointment for each appointment type, e.g. Scope, Install, CSE, etc.

Note: you may choose to reschedule the Install appointment first, due to the inter-appointment leadtime validation rules.

REQUEST NOTIFICATION / RESPONSE
 

AmendOrderNotification: HELD_SCHEDULE_SCOPING

  • Order details
  • State & Substatus: Held/Schedule Scoping
Customer Queries Appointment Availability - retrieve SCOPE appointments  
Customer Amends Order: APPOINTMENT  

AmendOrderRequest: APPOINTMENT

  • Site Visit id
  • AcceptCharges
  • AppointmentSlot
  • StartDateTime
  • EndDateTime

AmendOrderResponse: APPOINTMENT

  • Order details
  • Site Visit id
  • AcceptCharges
  • AppointmentSlot
  • StartDateTime
  • EndDateTime
  • State & Substatus: In Progress/Scheduled
Customer Queries Appointment Availability - retrieve INSTALL appointments  

AmendOrderRequest: APPOINTMENT

  • Site Visit id
  • AcceptCharges
  • AppointmentSlot
  • StartDateTime
  • EndDateTime

AmendOrderResponse: APPOINTMENT

  • Order details
  • Site Visit id
  • AcceptCharges
  • AppointmentSlot
  • StartDateTime
  • EndDateTime
  • State & Substatus: In Progress/Scoping Scheduled
 

AmendOrderNotification: SCOPING_SCHEDULED

  • Order details
  • State & Substatus: In Process/Scoping Scheduled
 

AmendOrderNotification: SCHEDULED

  • Order details
  • State & Substatus: In Process/Scheduled
 

AmendOrderNotification: SERVICE_GIVEN

  • Order details
  • State & Substatus: Service Given/Service Given

> Reschedule RFS date

In this example, your customer has requested that you reschedule the RFS date for their order.

You use:

  • QueryAppointmentAvailabilitytoretrievealistofavailableappointments
  • AmendOrderRequest:APPOINTMENTto reschedule theRFSdate.
REQUEST RESPONSE
 

AmendOrderNotification: SCHEDULED

  • Order details
  • State & Substatus: In Progress/Scheduled
Customer Queries Appointment Availability - retrieve RFS appointments  
Customer Amends Order: APPOINTMENT  

AmendOrderRequest: APPOINTMENT

  • Timing name
  • Timing Date and Time

AmendOrderResponse: APPOINTMENT

  • Order details
  • Timing name
  • Timing Date and Time
 

AmendOrderNotification: SERVICE_GIVEN

  • Order details
  • State & Substatus: Service Given/Service Given

> Use Case Exceptions

Use case exception examples showing AmendOrderRequest: APPOINTMENT exceptions are provided by:

  • BIC105 - Customer Amends Order

Success Criteria

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.
SC35.01 Service Provider can enter a Service Provider Order Reference ID when submitting a service request via the B2B and/or SSP.
SC35.02 Service Provider can enter any letter, number or punctuation key.
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.
SC46.05 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 Service Provider can complete an additional notes field (additional installer instructions / health and safety information) if required. This field is optional.
SC46.19 Service Provider can amend the IP address(es) (for VoIP service).
SC46.20 Service Provider can amend the phone number(s) (for VoIP service).
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.
US69 As a service provider I want to be able to amend details about an existing appointment so that the LFC has the right information to deliver the desired End Customer outcomes.
SC69.01 Service Provider can amend or add a nominated person (or persons) to be contacted when an appointment is to be scheduled or rescheduled.

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 ServiceProviderreferenceisprovidedonallnotificationsregardingtheservicerequest 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 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 is 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 ServiceProviderreceivesconfirmationthattheserviceorderamendmenthasbeen accepted, or rejected, including the reason for rejection.
SC50.05 The notification contains the details of the service order asamended by theService Provider. Key Non-FunctionalReferences