Example Letter to Cancel Bt Contract - DOC by tva18531


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									                Checklist for Providing CPS for Service Providers.

Starting up
Each Carrier Pre-Select Operator (CPSO) will have their own specific processes to get service providers up
and running but from early 2006 there will be one common factor – each company (or to be more precise,
each brand) selling CPS services to end users must have a “Retailer Identification Code “- RID. This is a 3
letter code administered by Ofcom which must accompany all CPS orders from early 2006.
Make sure you apply in good time to numbering.applications@ofcom.org.uk who will respond within 30
days. Note that it may take a further week for your code to be put on the database that BT will use to
validate CPS orders.

Forecasting is important to ensure that the systems involved (and the people supporting them) can handle
the anticipated number of orders. Help your CPS Operator by providing a forecast that’s as accurate as
possible. CPSOs have to send forecasts on or before the 3 Thursday of every month.

Failed orders cost everyone time and money. It is in everyone’s interest to reduce the rate of rejection and
   Make sure the customer has a BT line and pays BT for the line rental. CPS is not available on cable
    lines and if the customer pays someone else for the line rental (called Wholesale Line Rental – WLR or
    Wholesale Access - WA) then that service provider controls the CPS and the customer is generally not
    free to go with another SP for CPS. If you are the SP that has provided WA and want to add CPS, then
    you must instruct your CPSO to send a WLR/CPS setup type order, in which case the post code is the
    post code of the SP rather than the installation. Standard CPS setup orders will be rejected if they are
    for a WA line and WLR/CPS setup orders will be rejected if the line is not a WA line.
   In the case of a WLR CLI SPs should ensure the correct CLI in used when requesting CPS. Please
    refer to SP Briefing WLR001/06 which is reproduced below.

Issued by: Openreach Page 1 of 2
Date : 11/01/06
Issue: WLR001/06
SP’s should note that the telephone number (or CLI) submitted on orders placed via the SPG
(Service Provider Gateway) may not be the same as that confirmed back on the Effective Date
Report (EDR). The following information is therefore intended to provide guidance on how to use
the data in the EDR in the most effective manner to highlight any changes to the original order.
When an SP places an order via the Gateway with a specific CLI and the order is approved a
CSS Job Number will be returned with the Gateway reference. It is therefore recommended that
SP’s track the completion of their orders from the EDR report using all of the following
• CSS Job Number
• SP Reference number
• Telephone number (or CLI)
An example would be that if the SP places an order on SPG as follows;
• Telephone Number (CLI) = 0123456789
• Gateway Ref = ABC123
• CSS Job No. = ABC123AB
The information returned in their EDR report is:
• TELEPHONE_NO = 0999999999
• SP_REF = ABC123
The SP can locate their original order based on either the SP_REF and/or the BT_ORDER_NO.
The fact that the TELEPHONE_NO does not match the CLI of the original order should indicate

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that there was a problem allocating that number, or a renumber was requested. If a renumber
was not requested the SP should contact the SMC to clarify if they are unclear as to the reason
why the number has changed.
The reason for the renumber may be provided in the return details sent to the SP via the
Gateway at the time the order was placed. For instance where an SP places a request to move
address and the number cannot be retained and another number is allocated. If the SP has been
previously informed they are not retaining the number they requested they should not be looking
to match it in the EDR but should match against the newly provided CLI and/or the SP_REF and
For further information please contact either your BT account manager or Service Provider
Commercial Manager
The information contained in this briefing is confidential information as per your terms and
conditions with BT. Please do not forward, republish or permit unauthorised access. The content
is accurate at the time of writing and is subject to change.

   The biggest cause of rejections is because of post code/ telephone number mis-match. The post code
    MUST match either the installation post code or the billing post code (or the SP for WLR CPS order).
    Further details can be found in
    The Royal Mail web site (http://www.royalmail.com/portal/rm) may be used to check that the post code
    is correct for the address but unless it matches BT’s records it will be rejected. A limited number of
    enquiries per day is allowed unless you obtain a licence from the Royal Mail.
   A large number of orders are rejected due to “invalid number”. It could be that it is a cable number, a
    DDI extension or just wrong. It pays to check as much as possible at the time of taking an order. If in
    doubt check the BT bill to ensure you collect the number correctly and take care when loading your
    order to ensure you don’t miss or transpose any digits
   Customers with BT social telephony products (e.g. Light User Scheme) cannot have CPS. LUS needs
    to be removed from the line before CPS can be added. Customers can call 150/152 to check what
    services they have and remove any conflicting ones.
   As soon as an order is accepted, BT (or the losing SP) will send out a losing letter to the account
    holder. Consequently, you should make sure that the contract you have is with the account holder or if
    not, that the person you have the contract with is authorised to enter into a contract on behalf of the
    company or household. You should ask your contact to brief the BT account holder or do so yourself to
    avoid confusion when they receive the losing letter from BT. You should aim to send the gaining letter
    as soon as you get confirmation that the order has been accepted with the switchover date so that it
    arrives at the same time as the losing letter..
   If the order is for a company that has multiple lines with DDI, make sure the order is placed on the main
    billing number rather than a DDI extension. CPS requires outgoing CLIs only NOT incoming DDIs
   CPS is not available on public or managed payphones. Some rented or private payphones are allowed
    but not those that need meter pulses to operate.
   CPS can be put on a line supporting swipe cards.
   BT Highway lines have up to 3 CLIs – each needs to have CPS applied

Calls etc
       If the customer uses BT features like Ring Back When Free or 3 Way calling etc then the calls will
        be routed according to the CPS option but the customer will get charged by BT for the use of the
        feature itself.
       Reverse charge and Operator calls are handled by BT who will charge the customer directly.
       If you need to bar calls (e.g. due to bad debt) then it must be done on the CPS operator’s network.
        Customers are still free to use the 1280 over ride code to force the calls onto BT’s network and
        they will get billed by BT. Hence if customers want to prevent any unauthorised use they should
        also ask the Access Provider (e.g. BT) to bar outgoing calls (OCB).
       Caller Display, Choose to Refuse and Anonymous Call Rejection are incoming features and are
        unaffected by CPS. They are controlled by the Access Provider.
       Answer 1571 is also unaffected by CPS as is the use of 141 to withhold the callers CLI.

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       If the customer has a dialler or PBX routing it is possible that calls may be forced over another
        operator’s network by using their indirect access code. Always make sure that the customer will
        remove their dialler or PBX programming.

Cancelling Orders
There are many reasons for cancelling a CPS Setup order. The end user customer may change their mind
(they do quite often) and contact you (the Service Provider who sold a calls service to them). In this case
you should submit a Cancel Own order through your CPS Operator.

If the BT account holder receives a “losing letter” from BT and is not aware that you have made a valid
contract with someone authorised to enter into a contract with you then they will probably call BT who will
initiate “Cancel Other” in which case you will receive a Cancel Other notification through your CPS
Operator, with a 9xxx code that gives the reason. The list of Reason Codes may be found in the IT
Process Document on www.btwholesale.com/cps

If an existing customer contacts you because you have sent a “losing letter” having received a “Pending
Cease” notification and says they have changed their mind about moving away or believe they have been
mis-sold then you can stop the transfer by using the “Cancel Other” process. This is described in the end
to end process document on www.btwholesale.com/cps but involves you contacting your CPS Operator
who must e-mail the BT Service Centre. You should provide a suitable reason code as described above.
Alternatively the customer can contact the gaining service provider and ask them to “Cancel Own”.

Note that BT Retail cannot use the "Cancel Other" process in the case of problems in a transfer between
two service providers, and will only use "Cancel Other" when an end user contacts them claiming they are
being switched away from BT Retail without their consent.

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How to resolve a rejected order
 Aggregated Error Code Analysis as of end June 2005

For CPS Set-up orders & WLR CPS Set Up Orders
EC                              CPS Set Up          % of CPS         % of total CPS      WLR CPS Set        % of WLR CPS    % of total WLR
                                Number of           rejects          Set Up orders       Up Number of       rejects         CPS Set Up
                                rejects                              sent                rejects                            orders sent
                2                           3,843            6.0%                 1.1%                  0              0%              0.0%
               10                          17,451           27.2%                 4.9%                503              6%              0.4%
               11                           5,862            9.1%                 1.6%                  0              0%              0.0%
               13                           3,949            6.1%                 1.1%                322              4%              0.2%
               20                           4,766            7.4%                 1.3%                676              8%              0.5%
               29                             874            1.4%                 0.2%                162              2%              0.1%
               30                             371            0.6%                 0.1%                 46              1%              0.0%
               32                           1,702            2.7%                 0.5%                  0              0%              0.0%
               59                          12,578           19.6%                 3.5%              2,392             28%              1.7%
               60                               4            0.0%                 0.0%                  0              0%              0.0%
               61                             799            1.2%                 0.2%                  0              0%              0.0%
               77                          12,019           18.7%                 3.4%        N/A               N/A              N/A
               78                       N/A              N/A                N/A                     4,443             52%              3.1%

Error codes key
 2 – LUS Light User Scheme
10 - Invalid telephone numbers
11 - Telephone number set-up as OCB
13 - CPS Order -Not the main telephone number
20 - Conflicting Pending CPS Order on CLI
29 - Conflicting Service
30 - Duplicate Order Number Raised
32 - Access line due to be ceased or stopped by AO
59 - Post code unmatched
60 - No postcode on order
61 - Centrex order – Authorisation letter reference not present
77 - CPS Setup not allowed on a WLR SP line
78 - WLR CPS Setup - Line is not currently WLR and no pending WLR Order found

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       Error codes 10 and 59 make up nearly half the rejections and can be resolved by making sure the details are exactly the same as on the BT Bill.
       Error codes 77 and 78 are because the wrong order type has been used – there’s a WLR CPS setup order for WLR lines but you must either be the WLR
        SP or be acting on their behalf for CPS.
       Error code 11 is probably a result of using Outgoing Call Barring (OCB) to minimise leakage by stopping calls going over BT if for example a dialler (smart
        box) is unplugged. The customer can ask BT to remove the OCB.
       Error code 13 is because the order had an extension number rather than the main number.
       Error code 20 occurs when the customer signs up with multiple SP’s at the same time.
       Error code 2 is where the customer has BT’s Light User Scheme. They can ask BT to remove this and the order can then be resubmitted.
    The remaining errors are either self explanatory (line due to be ceased) or can be investigated

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