Introduction to the Self Service Repair Tool

1
Introduction to the
Self Service Repair Tool
Version 6.0
July 2015
2
About this document
Broadband diagnostic agents can use this document to familiarise themselves with BT Wholesale’s Self Service
Repair tool.
Confidentiality and Legal Statement
The content of this document is confidential information for Customer use only and should not be disclosed
without British Telecommunications plc (BT's) permission. Please treat it accordingly and do not forward,
republish or permit unauthorised access.
Please note that BT has taken reasonable care to check that the information contained in this document is
accurate at the time of issue, however, it is subject to change.
Applicable BT standard terms and conditions apply.
© British Telecommunications plc
2015 British Telecommunications plc
Registered office: 81 Newgate Street London EC1A 7AJ
Registered in England no: 1800000
3
Contents
•
What is the Self Service Repair tool? (4)
•
KBD Outcome Code Guidance (5)
•
Accessing the Self Service Repair tool (6)
•
Entering the Security Pin (7)
•
Front screen (8)
•
Perform Actions screen (9)
•
DLM Setting function (10-14)
•
Acknowledgement Screen (15)
•
Viewing Test Results Via Work in Progress/Actions links (16)
•
BACK, HOLD/UNHOLD and RETEST functions (17)
•
Port flex, Port Reset and Session Kill functions (18)
•
RRT Historic Data (19-26)
•
Broadband Fault & Diagnostics Documentation (27)
4
What is the Self Service Repair tool?
The Self Service Repair tool has been introduced to improve the customer diagnostic journey by providing
customer access to tests that were not directly available previously. It is available via the btwholesale.com portal,
as well as the XML interface.
The tool caters for both 20CN and 21CN assets, and places standalone tests together in a single place to make it
easier for customers to access them.
There is a limit on the number of tests that can be run per Communication Provider in a daily period and this is
based on a percentage of the CP’s Working System Size (WSS).
NB: KBD will automatically run a Port Flex and/or Port Reset when a fault is raised against specific KBD
outcomes (see next slide).
Functions available within the Self Service Repair tool:

Kill Session: This function terminates the IP session between the (Broadband Remote Access Server)
BRAS and the customer’s router/modem.

Port Flex: The virtual circuit details and parameters are removed (deactivated) and then automatically
rebuilt (reactivated) on the same physical port and hardware. This function deactivates and reactivates
the ASDL service by ceasing the configuration on the port of the MSAN or DSLAM and then configures
the port within the same parameters (cTag/sTag on MSAN or ci/vpi on DSLAM). This process can be
effective in soft repairing a line with an IP type issue, where no physical fault has been identified but a
Port Flex may be effective in restarting services at an IP level.

Port Reset: On some MSANs this operation is at the physical port level to disable and re-enable the
ADSL service at a hardware level. On others this operation will lead to a cease and reprovide of the
customer service port configuration – similar to a Port Flex reset.

RRT Historic Data: This is RRT (Reactive Repair Tool) data that displays the RRT prognosis screen,
options for a 14 or 28 day historic data view, graphs and colour coded ‘7 DAY VIEW’ screens.
For full details on the RRT data options available refer to the Reactive Repair Tool Best Practice User
Guide on BT wholesale. (See Documentation section).

DLM Setting: This allows the user to amend the DLM profile by changing the SNR margin up and/or
downstream (depending on product), add or take off interleaving (depending on the interleave option
selected by the CP when ordering the service), lock a profile against an asset, etc. A CBT package will be
available in the Learning Academy to guide CP’s on the use of this new functionality.
5
KBD Outcome Code Guidance
*Knowledge Based Diagnostics Guidance for Port Flex, Port Reset, Kill Session and DLM Setting
(*Subject to change as per Communication Provider notifications)
KBD Outcome
CC11
Network
WBC/20CN
Recommended Action
Kill PPP Session
CC501
WBC (fibre)
Kill PPP Session
CC503
WBC (fibre)
Kill PPP Session
ISP22
WBC
Kill PPP Session
ISP504
WBC (fibre)
Kill PPP Session
RAD18
20CN
Auto Port Flex
RAD24
20CN
Auto Port Flex
TAM11-R/D/N/Q/T
WBC
Auto Port Flex / Reset
TAM12-R/D/N/Q/T
WBC
Auto Port Flex / Reset
TAM13-R/D/N/Q/T
TAM14-R/D/N/Q/T
WBC
WBC
Auto Port Flex
Auto Port Flex
TAM13-R/D/N
TAM14-R/N
20CN
20CN
Auto Port Flex
Auto Port Flex
NewKBD Outcome
ND01
Network
WBC
Recommended Action
Port Flex
ND02
WBC
Port Flex
ND05
WBC
Port Flex / Reset
ND07
WBC
Kill PPP Session
ND11
WBC
Kill PPP Session
ND18
WBC
Port Flex / Reset
NF37
WBC
DLM Setting
NF38
WBC
DLM Setting
UD07
WBC
DLM Setting
ND502
WBC (fibre)
Kill PPP Session
ND505
WBC (fibre)
Kill PPP Session
6
Access to the Self Service Repair Tool and BTW.com
To register on BT wholesale select the Register a new account > located under the main login fields and follow
the on screen instructions. Alternatively, go to btwholesale.com/register and follow the online instructions. You'll
receive an email confirmation once your registration has completed successfully.
To obtain access to eCo Plus, NewKBD and other applications, the Communication Provider must first set up a
My Admin account on BT wholesale. This allows for an individual or multiple My Admin profiles to be set up as
required.
To apply for a My Admin profile complete the My Admin Application form which you can access by selecting
the Administration tab, then the My Admin tab.
Please send this completed form to btwholesale.direct@bt.com or via your Account Manager. The CUG ID details
are mandatory as the application can't be processed without this detail.
The lead-time for access to My Admin is 5 days.
Self Service Repair tool Access
To obtain access to the Self Service repair tool:




Select the My BT Wholesale > page and select the Faults & Diagnostics or Apps A-Z option,
Locate the Self Service Repair tool option
Click the Register for app > option and apply. Lead time is normally advised on the application
screen. The applications will then be visible in the user’s My Apps menu when access is provided.
7
Entering the Security Pin
Once you have access to the Self Service Repair tool in the My Apps menu click the Open app > button, enter
your PIN number and click the READY button.
If you already have access to Fault Diagnostics, this will be your existing PIN. The same PIN is used to access all
diagnostic applications on the My Applications menu.
If you've forgotten your PIN, click the Forgotten PIN link and answer the security question that you set up when
first registering on BT wholesale. You will be sent a reminder of your PIN and when you next log in you will be
prompted to change this.
8
Front screen
From the front screen the user can view any previous test requests by clicking on the Actions link, or run a new
test by selecting the Perform Actions link.
There is also an option to view the My Jobs or My Company’s Jobs.
My Jobs is the default for checking your own test results.
9
Perform Actions screen
To run a new test select the Perform Actions link.
From this screen the user can select one of the five functions. The default option is the DLM Setting function.
10
DLM Setting function
The DLM Setting function allows the user to change the DLM profile of a 20C or 21C WBC asset.
There are three new codes in NewKBD that indicate a DLM profile change may be required to stabilise a circuit
and improve poor performance. These are NF37, NF38 and UD07. In addition to these codes, a circuit that is
unstable or performing badly may benefit from a DLM profile change.
This functionality also allows the user to ‘lock’ a profile against a circuit by selecting the DLM OFF option.
NB: This will stop DLM automatically overriding the requested profile if any action is required to stabilise a line.
To amend an assets profile enter the Service ID for the asset, select the required value(s) from the drop down
options displayed and click the READY button.
The BACK TO HOME button returns to the front screen.
RESET clears any data in the fields on this screen.
11
DLM Setting function – 20C and 21C WBC Parameters
NB: The only options required for a 20C asset are:
1. Service Reference*:
2. Downstream SNR Margin: None (no change made to this parameter), 3dB, 6dB, 9dB, 12dB and 15dB.
NB: If the user intends to apply a banded line rate to a 21C WBC product the user must always select
6dB in this field. Any other option will cause the profile request to be rejected.
3. Downstream Interleave Level: the options are None (no change made to this parameter), OFF or ON.
(MEDIUM and HIGH are for 21C WBC assets only).
4. DLM Status:

None (no change made to this parameter when new profile requested)

OFF means auto-DLM is disabled and the new profile cannot be overridden by auto-DLM.

ON means auto-DLM is functional and can change the DLM profile if the circuit requires further attention.
NB: The above options are also applicable to 20C and 21C WBC asset’s.
Interleaving options and timings: (ms = milliseconds)
Interleaving Option
Off
Medium
20C
Downstream - 0ms
Upstream – 0ms
Downstream - 8ms
Upstream – 8ms
N/A
High
N/A
On
21C
Downstream - 0ms
Upstream – 0ms
Downstream - 8ms
Upstream – 8ms
Downstream - 8ms
u/s – 8ms
Downstream - 16ms
u/s – 8ms
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21C WBC Additional Parameters
The additional 21C WBC options are displayed beneath the Below parameters only for 21CN ADSL (WBC End
User Access) header.
NB: The options below this line are for 21C WBC copper asset profile changes only.
5. Downstream Line Rate Kbits/s:
160-24384 is for the 24 Meg product only and 160-8128 is for the ADSL2+ up to 8 Meg product only.
The additional options are banded profiles which when applied allow the asset to synch up and work
between the selected parameters. (Only select 6dB downstream for a banded profile request).
This can add stability to a service that is running at a high line rate and is unstable.
NB: If selecting a banded profile for an up to 8 Meg ADSL2+ product the maximum band permissible is
3328-6656, as the next one up the list would exceed the 8 Meg limit on this service.
6. Upstream Line Rate Kbits/s:
These options are specific to the product ordered. If the user selects an option that is not compatible with
the product ordered then the profile request will be rejected.
If uncertain of the product selecting None will mean the existing profile parameter will remain unchanged.
7. Upstream SNR Margin: The options are None (no change made to this parameter), 6dB and 9dB.
8. Upstream Interleave Level: The options are None (no change made to this parameter), OFF and ON.
When the required profile has been selected click on the READY button.
An Acknowledgement screen will be displayed advising the change has been requested.
To check the profile status and progress refer to the Work in Progress and Actions section.
13
DLM Setting – Profile Change Guidance Tables
ADSL2+ DOWNSTREAM
ADSL2+ DOWNSTREAM
ADSL2+ DOWNSTREAM
Rate Band
160-24384
Interleave Level (INP)
Off(0)
Medium(1)
Target Margin
3dB
6dB
9dB
12dB
15dB
160-8128
Off(0)
Medium(1)
7168-14336**
Off(0)
Medium(1)
High(2)
4864-9728**
Off(0)
Medium(2)
High(2)
Off(0)
Medium(2)
High(4)
Off(0)
Medium(4)
High(4)
Off(0)
Medium(4)
High(8)
Off(0)
Medium(4)
Off(0)
Medium(4)
Off(0)
Medium(8)
Off(0)
3328-6656
2272-4544
1472-3072
1152-2272
576-1152
288-576
160-288
3dB
6dB
9dB
12dB
15dB
6dB
6dB
6dB
6dB
6dB
6dB
6dB
6dB
6dB
If interleaving option on the order is Opt Out (O) then only the interleave level OFF is a valid choice.
If interleaving option on the order is Opt In (I) then only the interleave level ON is a valid choice.
If interleaving option on the order is Auto (A) either interleave level is valid
** Not Selectable if product is ADSL2+ 8Mb Capped
14
ADSL2+ UPSTREAM
Rate Band - UPSTREAM
32-448
32-Uncapped
32-576
32-864
32-1152
32-1728
ADSL2+
UPSTREAM
Interleave
Level (INP)
Off
On
Off
On
ADSL2+
UPSTREAM
Off
On
Off
On
Off
On
Off
On
6dB
Off
6dB
Target Margin
6dB
9dB
6dB
9dB
6dB
6dB
6dB
32-Uncapped
If interleaving option on the order is Opt Out (O) then only the interleave level OFF is valid.
If interleaving option on the order is Opt In (I) then only the interleave level ON is a valid choice.
If interleaving option on the order is Auto (A) any interleave level is valid.
If 448 Upstream product selected 32-488 rate band is only one available
Available if Uncapped (832) Upstream product selected
Only Available if Annex M Upstream product Selected
ADSL1 Upstream
ADSL1 Downstream
Rate Band
Downstream
Interleave Level
Downstream
160-8128
Off
On
Target Margin
Downstream
3dB
6dB
9dB
12dB
15dB
Rate Band Upstream
Interleave Level
Upstream
Target Margin
Upstream
32-448
32-Uncapped
Not selectable
Not selectable
Not selectable
Not selectable
If the 448 Upstream product is
selected the 32-488 rate band
is the only one available.
Both rate bands available if
the Uncapped (832) Upstream
product is selected.
15
Acknowledgement screen
BBEU01234567
After initiating a reset an Acknowledgement screen will be displayed advising of:
• The function requested (in this instance a DLM Setting request)
• The Service ID/reference of the circuit
The results can be viewed by selecting the Work In Progress link and then the Actions link.
Results may take a few minutes to complete depending on the type of request run.
16
Viewing Test Results via Work In Progress/Actions links
The results can be viewed by selecting the Work In Progress link and then the Actions link which displays the
Results screen:
BBEU01234567
BBEU01234567
BBEU01234567
BBEU01234567
BBEU01234567
At this screen we can filter the results and see a list of:
• Reset test reference (Action ID)
• Service reference of the circuit
• Reset type requested
• Time & Date of reset request
• Status or outcome of reset request such as Completed or Test Rejected, etc.
• Time left before reset result will be deleted.
Selecting Action ID will display test details in respect to the function requested, Service ID, status, etc.
17
BACK, HOLD/UNHOLD, RETEST Functions
After clicking on the Action ID link details of the test request are display and there are three options which are
BACK, HOLD and RETEST.
BBEU01234567
If the user logs off before saving the test result it will be deleted.
To hold the results for up to 48 hours from when the test was run the user needs to select the HOLD button.
There is also an option to go BACK to the previous results screen, or to run the test again by selecting the
RETEST button.
After selecting the HOLD button the message changes to display the time left to hold the result.
To undo the hold request the user needs to open the test result and select the UNHOLD option.
18
Port Flex, Port Reset and Session Kill Functions
To run a Port Flex, Port Reset, or a Session Kill select the option required from the drop down menu displayed
on the Perform Actions screen, enter the Service ID and click the READY button.
The Acknowledgement screen, viewing and holding the test results is the same as described previously.
19
RRT Historic Data
The RRT Historic Data functionality is a standalone RRT lookup that does not require a KBD test to be run
before the RRT data can be viewed.
The user can view 14 day or 28 day RRT data for a 20C or a 21C WBC asset via the RRT Historic Data function.
The level of data in the RRT Historic Data functionality is higher than that via KBD and is equivalent to the view
previously only visible to BT Wholesale agents.
The user can also run a standalone RRT Lookup from the NewKBD test screen via the RRT Historic Data button
for the selected 21C WBC copper asset.
To run RRT Historic Data select the Perform Actions link, select RRT Historic Data from the drop down menu,
enter the 20C or 21C Service ID and click on the READY button.
An Acknowledgement screen will then be displayed.
The DSL (Digital Subscriber Line) layer data is provided to the Reactive Repair Tool (RRT) database every 24
hours by DLM/BIP. It provides DSL layer information on the Upstream and Downstream line rate during this
period, as well as SNR margins, Line Loss, Errors, Initialisations etc.
Please note: If no RRT data is available in these fields then no graph or other detail will be available.
NB: RRT Historic Data is only available on 20C and 21C WBC assets and is not available on fibre assets
(FFTC/FTTP).
20
RRT Historic Data: Actions & Results screen
To view the RRT Historic Data select the Work in Progress link, then select Actions:
At the Results screen click on the Action ID reference for the required RRT Historic Data result:
BBEU01234567
BBEU01234567
BBEU01234567
BBEU01234567
BBEU01234567
21
LAUNCH RRT screen
After selecting the required Action ID result the RRT Historic Data screen is displayed.
To view the 14 or 28 day RRT data select the LAUNCH RRT button.
Please note: To keep the result for a period of up to 48 hours select the HOLD option.
There is also a BACK button to return to the results screen and a RETEST button to run the required test again.
BBEU01234567
22
RRT Historic Data: Default 14 Day Prognosis Screen
After selecting the LAUNCH RRT option the default 14 day Prognosis screen is displayed.
NB: For full details on the RRT data options available refer to the Reactive Repair Tool Best Practice User
Guide on BT wholesale. (See Documentation page).
There are several options for viewing RRT data from this screen:

The default 14 day Prognosis screen provides a simplistic Prognosis statement, a description of how
specific parameters are performing, min/avg/max values for each parameter; etc.

To view the 28 day Prognosis screen select the Further History link;

To display a 14 day graph select the View Graph link next to the relevant parameter.
Similar to the KBD graphical view this will open a graph where up to two parameters can be displayed at
the same time. All One Day views are now in 15 minute bins;

The Diagnose further with RRT.. button provides a grid view displaying a list of days, broken down into
colour coded hourly blocks. A key to the colour codes is displayed on this screen also, as well as
additional graph & detail options;

To display the BRAT graph select the BRAT (Brandenburg Rapid Analysis Tool)-in Trial link;
23
RRT Historic Data: Further History (28 Day View) Prognosis screen
To access the 28 day Prognosis screen click on the Further History link.
The Prognosis statement now indicates the 28 day period in the ‘from’ and ‘to’ statement.
Clicking on any of the View Graph links will display the 28 day view for the selected parameter and allow the user
to select other parameters; up to a maximum of two parameters on the graph at the same time.
24
RRT Historic Data: 28 Day View Graph screen
For 21C WBC assets there are 14 parameters displayed in the RRT Historic Data 14, 28 and single day view.
(For 20C assets there are 10 parameters displayed in the 14, 28 and single day view).
There are also Profile Change (*) and Intrusive Test (~) markers.
When data is available these will be visible against the relevant date on the graph.
In this example the Downstream Actual Line Rate and Downstream MTBE(ES) parameters are selected.
The parameters can be selected and deselected as required to display any two parameters at the same time.
To view the one day graph, enter the required date in the View 1 day 24 hour view field. The date must be
entered in the same format it appears on the graph (E.g. 01-Jan-2015) and click on the Display Graph button.
25
RRT Historic Data: One Day View Graph screen
To view the one day graph enter the required date in the View 1 day 24 hour view field of the 14 or 28 graph
view. The date must be entered in the same format it appears on the graph (E.g. 01-Jan-2015) and then click on
the Display Graph button. The single day graph view will then be displayed (see below).
The RRT Historic Data 1 day view is displayed in 15 minute bins.
For the RRT Historic Data view the MTBE parameters are displayed on the single day view.
So the same amount of parameters as the 14 and 28 day views are displayed in the daily view.
The day can be moved forward or back within the 14 day period by selecting the < or > buttons.
To return to the 14 or 28 day view, select the ^ button.
To close the graph view click on the Close button.
26
RRT Historic Data: Diagnose further with RRT..
The Diagnose further with RRT.. button provides a list of days broken down into colour coded hourly blocks.
A key to the colour codes is displayed on this screen also, plus additional graph and other detail options.
To access this screen click on the Diagnose further with RRT.. in the 14 or 28 day Prognosis screens.
There are several options on this default 7 DAY VIEW grid screen:









There is a Key denoting what the different colours indicate in the hourly blocks. Also, if the user hovers
over an hourly block a description is displayed.
The colour coded hourly blocks will also contain a > symbol if there has been a profile change and
hovering over that block will display the DLM profile that was applied.
To display a 14 DAY VIEW click on the Expand button;
Report Summary takes the user back to the previous Prognosis screen;
The << button moves the view back 7 days. The forward option >> is enabled when the << option is
selected.
The < button moves the view back by a day. Again, the forward option > is enabled when the < option is
selected.
Clicking on any hour in the Hour Of Day field displays a LAYER 3 VIEW – 3 hr view across 14 day
period screen where the user can display a 3 hour view over 14 day in a graphical and tabular format.
Clicking on any of the day links (e.g. 13-Jan) displays a LAYER 3 VIEW – 4 hr view over 3 days screen
where the user can also display a 3 day graph view and access 3 days view of hourly detail in a table.
The Feedback link is not functional. Please do not use this option.
27
Broadband Fault & Diagnostics Documentation
To access the documentation supporting Broadband fault & diagnostics on BT wholesale go to:
Help & Support > Broadband > Knowledge Based Diagnostics (for any KBD documentation)
Or
Help & Support > All Topics > Faults, Performance Issues & Troubleshooting (for all other DSL guides –
Self Service Repair tool guide, ccSNR guide, RRT Best Practice guide, REIN Best Practice guide, etc.)
Online CBT:
This is available in the Learning Academy area of BT wholesale: www.oneacademy.co.uk/btwholesale
To set up an account send an email to product.marketing@bt.com and provide your name, email address, contact
details and company name.