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Customer Amends Order

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ThisB2B service allows you to request changes to selected details in your order, or respond to a question from us.

Related Business Process

Related Product

This service is available for fibre products.

The data elements and attributes that may be used by this service are described below

> AmendOrderType Elements

AmendOrderType identifies the type of amendment request and defines the list of elements that can be included.

The following table describes the AmendOrderType element.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
INTERACTION Conditional I/O Send us a message, e.g. withdraw an order escalation.
ESCALATE Conditional I/O Request a higher priority for processing of an order.
CHARACTERISTIC Conditional I/O Request a change to product characteristics
APPOINTMENT Conditional I/O Request a change to appointment or RFS date details.
ANSWER Conditional I/O Answer a question from us or confirm that you have completed all the tasks we requested.
ORDER_DETAILS Conditional I/O Request a change to order information, e.g. notification email address or equipment location.
CONTACT_DETAILS Conditional I/O Request a change to the site contact details.

> Order Elements

The order elements contain Order header information. The following table describes the Order elements.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
id Mandatory I/O Order identifier provided in the CreateOrderResponse.
customerReferenceId Optional I/O Your order reference.
BillingInformation   O Order billing details.
type   O Type of order.
retainCopper Optional I/O Flag to specify if copper should be retained.
CBSDocumentReference Optional I/O Document reference provided the Chorus Solutions team.
EscalateOrder Conditional I/O Provide details of the escalation reason.
interactionText Conditional I/O Send questions or provide information to us.
OrderEmailNotification Optional I/O Email details for order notifications.
OrderItem Conditional I/O Details of the order items.

> Order - BillingInformation Elements

The following table describes the BillingInformation element.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
billingAccount   O Your billing account value. This value cannot be changed once the order has been submitted.
billingEffectiveDate   O Date of billing for recurring charges.
cancellationFBN   O On cancelling an order, if no service is given, the Fictitious Billing Number (FBN) is used to replace the Product ID value.
Charge   O Charges for the order.

> Order - BillingInformation - Charge Elements

The following table describes the values provided by the Charge element.

VALUE DESCRIPTION
category Category of the charge.
description

Description of the charge, e.g. Business 1, Standard CSE.

For quotes the description will contain the quote number, e.g. Quote #: 134.
productId

Product ID for a product, e.g. ASID if it exists, or FBN if it exists for the order.

This will not be populated for quotes or variable charges.
chargeType Type of charge for the category, e.g. Recurring, One Time.
billingCode  
unitCost

Unit cost in dollars ($)forthe category selected. This can be based on hours, quantity etc.

Data type = decimal
quantity

Quantity of category selected based on unit cost.

Data type =decimal
value

Total value in dollars ($) of the category selected.

Data type =decimal

-- Order - BillingInformation - Charge - ChargeType

The following table describes the values provided by the ChargeType element.

VALUE DESCRIPTION
Recurring  
One Time  

-- Order - type

The following table describes the values provided by the type element.

VALUE DESCRIPTION
Connect Primary New connection for a primary product offer, where there is no existing primary product offer at the location.
Connect Additional ONT New connection for a primary product offer, where there is an existing or pending primary product offer at the location.
Connect Secondary New connection for a secondary product offer, where there is an existing primary product offer at the location.
Connect and Replace

New Connection for a primary product offer, where there is an existing primary product offer at this location, which must be disconnected, and replaced by your incoming order.

This order type is used when your end-customer is moving in to a property and assuming ownership.
Disconnect Primary Disconnect of a primary product offer, where there is an active product instance.
Disconnect Secondary Disconnect of a secondary product offer, where there is an active product instance.
Change Offer Change of an existing product offer for an existing product instance – for the same RSP, end customer and location.
Modify Attribute Modification of product attributes of an existing product instance.
Modify Attribute Order a CSE for an existing product instance.
Move Primary

Move your existing offer to a property where there is no existing primary product offer at the location.

Note: If consent is required at the new address you will need to complete Disconnect and Connect orders instead of a Move.
Move Additional ONT Add an additional ONT as part of the move.
Move and Replace

New Connection for a primary product offer and disconnection of an existing customer product offer at a different location.

Where there is an existing primary product offer at this location, which must be disconnected, and replaced by your incoming order.

This order type is used when your end-customer is moving in to a property and assuming ownership.
Transfer Primary Transfer of an existing primary product offerfrom another RSP to the Gaining (requesting) Service provider – for the same end customer and location.
Transfer Secondary Transfer of an existing secondary product offerfrom another RSPto the Gaining (requesting) Service provider – for the same end customer and location.

-- Order - retainCopper

The following table describes the values provided by the retainCopper element.

VALUE DESCRIPTION
true Copper is to be retained, e.g. alarm monitoring or voice over copper.
false Copper is not to be retained

> Order - OrderRole Elements

The following table describes the OrderRole element.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
name Optional I/O PartyRole description.
Party Optional I/O Party fulfilling the role.

-- Order - OrderRole - name

The following table describes the values provided by the name element.

VALUE DESCRIPTION
End Customer The role name for the end customer who is requesting service from you.

-- Order - OrderRole - Party

The following table describes the values provided by the Party element.

VALUE DESCRIPTION
name Name of the individual or organisation.

> Order - EscalateOrder Elements

The following table describes the EscalateOrder element.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
escalated Mandatory I/O Boolean flag indicating if the order has been escalated.
escalationReason Mandatory I/O Reason for the escalation.
escalationComment Mandatory I/O Explanation of the escalation reason.

-- Order - EscalateOrder - escalationReason

The following table describes the values provided by the escalationReason element.

VALUE DESCRIPTION
Medical Emergency A situation exists whereby the end customer may experience a life or death situation if service is not provided.
Civil Defence or Essential Services The Chorus technician has not arrived at the site to complete the scheduled job, andtheReadyForServicedateandtimehavepassed,andtheChorustechnician has not contacted the end customer.
Missed Commitment The service is not working as expected, or is not working at all, due to an error made by a Chorus representative or a failure within a Chorus system, impacting the overall customer service experience.
Provisioning Error

An emergency event has occurred resulting in the critical need to enable a new service or restore a disabled service, for use by emergency services, Civil Defence, or applicable government agencies.

Emergency services include, but may not be limited to: Fire Service; Police; Ambulance Service; Medical facilities (e.g. hospitals, medical centres, welfare centres).

> Order - OrderEmailNotification Elements

The following table describes the OrderEmailNotification element.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
email Conditional I/O Email details for order notifications.
requestNotify Optional I/O Flag to specify if you would like to receive notifications by email.

-- Order - OrderEmailNotification - email

The following table describes the values provided by the emailAddress element.

VALUE DESCRIPTION
emailAddress Email address to receive order notifications.

-- Order - OrderEmailNotification - requestNotify

The following table describes the values provided by the requestNotify element.

VALUE DESCRIPTION
true You want to received email notifications.
false You do not want to received email notifications.

> Order - OrderItem Elements

The OrderItem elements contain details of the Order items. The following table describes the OrderItem elements.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
id Conditional I/O Order identifier provided in the CreateOrderResponse.
action Conditional I/O Type of action to be performed.
Timing Conditional I/O Date and time for service connection or disconnection.
ProductOffering Conditional I/O Chorus catalogue product offering details
SiteVisit Conditional I/O Appointment details for site visits.
Question Conditional I/O Respond to a question from us.
Place Conditional I/O Provide site access details.

-- Order - OrderItem - action

The following table describes the values provided by the action element.

VALUE DESCRIPTION
new

Creates or connects a new product for the customer.

Note: this includes moves and transfers.
modify Modify or change the characteristics of an existing product.
relinquish Relinquish or disconnect an existing product.

> Order - OrderItem - ProductOffering Elements

The following table describes the ProductOffering element.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
id Conditional I/O Chorus product specification catalogue product offering identifier.
name Conditional I/O Chorus product name from the catalogue.
Product id Conditional I/O Chorus product identifier from the catalogue.
ProductCharacteristic Conditional I/O Chorus product specifications from the catalogue.

> Order - OrderItem - ProductOffering - Product Elements

The following table describes the Product elements.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
id Conditional I/O Product identifier.

-- Order - OrderItem - ProductOffering - Product - ProductCharacteristic

The following table describes the values provided by the ProductCharacteristic element.

NAME DESCRIPTION
name Chorus catalogue product characteristic name (Sheet:Chr Lists; Title: Value).
value Chorus catalogue value or inventory identifier.

> Order - OrderItem - Timing Elements

The following table describes the Timing elements.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
name Mandatory I/O Description of the dateTime value.
dateTime Mandatory I/O Date and time value.

Date and time values use the xsd:dateTime format: YYYY-MM-DDTHH:MM:SS+[UTC offset, e.g. 12:00].

-- Order - OrderItem - Timing - name

RFS dates and times are sourced from BIC004: Query Appointment Availability.

The following table describes the values provided by the name element.

VALUE DESCRIPTION
CONNECT_RFS_DATE_TIME Service connection dates
DISCONNECT_RFS_DATE_TIME Service disconnection dates
ORDER_DATE Date and time of the order feasibility request.

> Order - OrderItem - SiteVisit Elements

The following table describes the SiteVisit elements.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
id Mandatory I/O Site Visit identifier.
bookable   O Indicates if the site visit is bookable.
type   O Purpose of the site visit.
acceptCharges Mandatory I/O Flag to accept any costs relating to rescheduling theappointment.
AppointmentSlot Mandatory I/O Date and time of the site visit.

-- Order - OrderItem - SiteVisit - bookable

The following table describes the values provided by the bookable element.

VALUE DESCRIPTION
true Site visit appointment can be booked
false

Site visit appointment cannot be booked at this time.

We will use the Notification touchpoint to request that you book an appointment once the order reaches to correctstate.

-- Order - OrderItem - SiteVisit - type

The following table describes the values provided by the type element.

VALUE DESCRIPTION
Scope Site visit for scoping.
Install Site visit for Installation
Install/CSE Site visit for Installation and Customer Service Experience.
CSE Site visit for Customer Service Experience.

-- Order - OrderItem - SiteVisit - acceptCharges

The following table describes the values provided by the acceptCharges element.

VALUE DESCRIPTION
TRUE You accept the costs of rescheduling the site visit.
FALSE

You do not accept the charges of rescheduling the site visit.

Note: this is the default value for this field.

> Order - OrderItem - SiteVisit - AppointmentSlot Elements

The following table describes the AppointmentSlot element.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
dateTime Mandatory I/O

Anarrayofappointment startandenddatesand times.

The start dates and times must be provided exactly as they were returned by Query Appointment Availability

-- Order - OrderItem - SiteVisit - AppointmentSlot - dateTime

The following table describes the values provided by the dateTime element.

VALUE DESCRIPTION
startDateTime Start date and time.
endDateTime End date and time.

> Order - OrderItem - Question Elements

The following table describes the Question element.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
id Mandatory I/O Question identifier.
questionValue   O Question text.
reference   O XPATH reference for the questionValue.
answerValue Mandatory I/O Answer to the question.

-- Order - OrderItem - Question - questionValue

The following table describes the values provided by the questionValue element.

NAME VALUE
questionValue A quote has been added to this order - Please confirm if you APPROVE or REJECT the supplied quote.
reference /AmendOrderNotification/Order/OrderItem/Quote/id/text()
questionValue A request has been made to cancel this order - Please confirm if you ACCEPT or REJECT this request.
reference /AmendOrderNotification/Order/id/text()
questionValue PleasecheckwithyourendcustomerandeitherACCEPTorREJECTthisrequest (Note: We will not proceed without confirmation).
reference /CreateOrderNotification/Order/id[text()
questionValue Please confirm if you ACCEPT or REJECT this request.
reference /CreateOrderNotification/Order/id[text()
questionValue Please confirm if you ACKNOWLEDGE or REJECT this request.
reference /CreateOrderNotification/Order/id[text()
questionValue Please confirm if you ACKNOWLEDGE this request.

-- Order - OrderItem - Question - answerValue

The following table describes the values provided by the answerValue element.

VALUE DESCRIPTION
APPROVE  
REJECT  
ACCEPT  
ACKNOWLEDGE  

> Order - OrderItem - Place Elements

ThePlace elements provide the location and equipment access information.The following table describes the Place element.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
id   O Location identifier.
Access Optional I/O

Free text field to enter site access information.

Note: this field is restricted to 2000 characters.
EquipmentLocation Optional I/O

Free text field to guidance on the location for the equipment installation.

Note: this field is restricted to 2000 characters.
PlaceRole Conditional I/O Order contact information.

-- Order - OrderItem - Place - Access

The following table describes the values provided by the Access element.

VALUE DESCRIPTION
description Provide any specific site information for the technician, e.g. dog on site, rear building, check in at reception, specific sign in process at data centres, health and safety procedures and certificates required on site.

-- Order - OrderItem - Place - EquipmentLocation

The following table describes the values provided by the EquipmentLocation element.

VALUE DESCRIPTION
description Guidance for the technician on where the equipment is to be installed on site, e.g. install ONT to the wall in the garage.

> Order - OrderItem - Place - PlaceRole Elements

The PlaceRole elements provide contact details for the location. The following table describes the PlaceRole element.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
name Mandatory I/O Used to add the contact type/role of the order contacts.
ContactMedium Mandatory I/O Medium for contacting the party fulfilling the PlaceRole.
Party Mandatory I/O Party fulfilling the role.

-- Order - OrderItem - Place - PlaceRole - Party

The following table describes the values provided by the Party element.

VALUE DESCRIPTION
name Name of the individual or organisation.

> Order - OrderItem - Place - PlaceRole - name Elements

The Place Role elements are used to add role types for the order contacts. The following table describes the name element.

Note: Market Segment codes and Consent requirement values are provided by Query Product Offer.

VALUE CARDINALITY INPUT/OUTPUT DESCRIPTION
Site Contact Mandatory I/O Contact type for the primary contact on site and familiar with the order. This person must be aware that a site visit has been booked.
Additional Contact Optional I/O Contact type for used if the order requires a contact person not covered by the other contact types.
Order Contact Mandatory for orders for Business and Education market segments. I/O Contact type for the administrative person for the order.
IT Contact Mandatory for orders for Business and Education market segments. I/O Contact type for the IT contact person for the order.
Legal Owner Optional I/O Contact type for the Legal Owner of the location.
Body Corporate Optional I/O Contact type for the Body Corporate contact person for the order.
Property Manager Optional I/O Contact type for the Property Manager contact person for the order.

> Order - OrderItem - Place - PlaceRole - ContactMedium Elements

The Contact Medium element is used to add contact details for each of contact types you defined using the PlaceRole - name element.

The following table provides details of the ContactMedium element.

NAME CARDINALITY INPUT/OUTPUT DESCRIPTION
preference Mandatory I/O An integer greater than zero used to specify a preference against the telephone numbers.
Telephone Mandatory I/O A telephone number for contacting the party fulfilling this PlaceRole.
Email Mandatory I/O An email address for contacting the party fulfilling this PlaceRole.
Name Mandatory I/O The name of an individual or organisation.

-- Order - OrderItem - Place - PlaceRole - ContactMedium - preference

The following table describes the values provided by the preference element.

VALUE DESCRIPTION
1

The main phone number to use when calling the contact person.

Use this value if you are only providing one phone number.
2 Alternative phone number for the contact person.

Amend Order Request Details

-- Service Name

  • AmendOrderRequest

-- Service Inputs

The order state determines the type of amendment that can be made to the order details. Each request must include the following mandatory fields:

  • AmendOrderType
  • Order id.

The following table showsAmendOrderTypes the state the order can be in and the additional mandatory input criteria /fields.

AMENDORDERTYPE INPUT CRITERIA NOTES
Escalate
  • Escalated (True)
  • Escalation reason
  • Escalation comment
  
Interaction
  • Interaction Text
  
Characteristic
  • OrderItem id
  • OrderItem action
  • Product Offering id
  • Product
  • Characteristic name
  • Product
  • Characteristic value
 Provide the paired ProductCharacteristic name and the new value to be applied.
Appointment - RFS date change
  • OrderItem id
  • OrderItem action
  • Timing name
  • Timing date and time
  
Appointment - Site Visit change
  • Site Visit id
  • Site Visit type
  • Site Visit accept charge (if required)
  • AppointmentSlot start and end times
  
Answer
  • OrderItem id
  • OrderItem action
  • Question id
  • Question value
  • Answer value
  
Order Details
  • OrderItem id
  • Order Role Party name (end customer)
  • CustomerReferenceId
  • Order retain copper
  • Order emailAddress
  • Order email notification requestNotify
  • Access description
  • Equipment Location description
  
Contact Details
  • OrderItem id
  • OrderItem action
  • Order Item Place
  • Place Role name
  • Place Role Party name
  • Contact Medium preference
  • Telephone number
  • Email emailAddress.

The omission of a PlaceRole or any of its child elements implies a removal/deletion of those values.

All changes using this AmendOrderType should include all of the PlaceRole elements and the intended target values for the Order being acted on.

-- Message Handling Specifications

NAME DESCRIPTION
MEP Synchronous call with Acknowledgement.
Inputs Request to amend an order that has passed the state and substate of Acknowledged/Received.
Outputs Synchronous Acknowledgement.
Nonrepudiation Yes.
Description Initiates a transaction to amend an order.

Amend Order Result Details

-- Service Name

AmendOrderResponse

-- Service Outputs

If valid input was provided, your order will be amended and the response will contain the order and the amendment details.

-- Message Handling Specifications

NAME DESCRIPTION
MEP Synchronous call with Acknowledgement.
Inputs Response to your amend order request.
Outputs Synchronous Acknowledgement.
Non-repudiation Yes.
Description Amend order is processed or has an exception.