Order Process

Order Process Diagram

Address Lookup (optional)

The end user can look up their address using postcode details. Depending on the address source configured, multiple identifiers for that address can be sourced e.g. UPRN, NAD, etc.

Service Availability

The end user checks available services at the address on customer systems provided by the tenant. The tenant submits the address identifiers of the end user’s location via the Fibre Gateway. The Fibre Gateway makes a call to one or more suppliers registered with the tenant who in turn respond with a list of any available services for the end-user’s location.

Appointment Availability

The end user selects a service/supplier and calls the Fibre Gateway to check for available appointments based on the installation lead time provided by the supplier. The supplier responds with available appointment time slots.

Appointment Reservation

The tenant requests for the selected time slot to be reserved by the supplier via the Fibre Gateway. The supplier validates the request against its business rules (slot still available, etc) and reserves the appointment slot, returning a reservation ID as confirmation to the tenant. The reservation will typically apply for a specified duration after which it will be released and a new reservation must be made.

Create Order

The end user orders a retail product from the tenant who places an order on the Fibre Gateway to connect the customer with the chosen service from the supplier. The supplier validates that the order can be fulfilled and acknowledges the order. This validation may be done asynchronously with the result returned as a KCI.

The supplier will now start scheduling the actual implementation. If additional information is required then the supplier can send a KCI requesting it. The tenant can send amendment (and cancellation) requests via the Fibre Gateway which will be sent to the supplier to confirm or reject.

Once the supplier is ready to implement the order, they will commit to the order and send a commit KCI. The tenant should remind the end user of the appointment date to reduce the chances of missed appointment.

The supplier now moves to the implementation phase and will deliver the service, notifying the tenant of their progress via KCIs.

Once the implementation has been completed, the supplier will inform the tenant that the order is complete via a KCI.

Order Type

For orders where there is an existing service, orders can be setup with an appropriate orderType depending on the situation:

  • NEW - new service install (provide)
  • START - activate an existing stopped service (restart)
  • TAKEOVER - take over an existing active service (working line takeover)
  • TRANSFER - transfer active service to a new provider (service migration)
  • SWAP - replace an existing service (product family migration or regrade)

Refer to Switch/Transfer for more details.