Course Objectives: <ul><li>Upon completion of this module, it is expected that you will be able to: </li></ul><ul><li>Describe the steps required to supply an ADSL service to a customer. </li></ul><ul><li>List the support areas involved in the supply and support of the ADSL service </li></ul>
Signing Up for Broadband: <ul><li>Sign up: </li></ul><ul><ul><li>Online at bigpond.com </li></ul></ul><ul><ul><li>Over the phone by calling 13 POND (press 1 for Sales) </li></ul></ul><ul><ul><li>At a Telstra Shop or other licensed retailer </li></ul></ul><ul><li>2. Wait for the application to be processed and the service provisioned </li></ul><ul><ul><li>Provisioning means providing the physical connection to the ADSL network and supplying the installation kit. </li></ul></ul><ul><li>3. Install the service: </li></ul><ul><ul><li>Self installation is via guided instructions on the CD supplied with the kit but the customer must have an existing cable outlet in their premises. </li></ul></ul><ul><ul><li>If the customer requests or does not meet certain requirements, professional install is recommended. </li></ul></ul>
Activation: <ul><li>Activation is the process of provisioning (supplying) the customer with a working BigPond ADSL service. </li></ul><ul><li>This involves: </li></ul><ul><li>Ensuring the customer is able to access the ADSL service (service qualification) </li></ul><ul><li>Creating an Active Order for processing the customer’s ADSL order. </li></ul><ul><li>Converting the customer’s standard telephone line to ADSL-enabled. This will involve programming the telephone service and a technician visiting the exchange. </li></ul><ul><li>Arranging for the installation kit to be supplied. </li></ul><ul><li>Booking a technician to install the service (if professional install required) </li></ul>
Service Qualification: <ul><li>Customers must meet the following criteria to qualify for the BigPond ADSL product: </li></ul><ul><li>Already have an active and working phone service. </li></ul><ul><li>The phone service should be on high-grade copper lines. Recent technology has allowed parts of the line to be made of optic fiber. </li></ul><ul><li>The phone service must be connected to an ADSL-enabled telephone exchange with available capacity. </li></ul><ul><li>The line can achieve a signal quality above a set minimum standard. This is especially important if the customer is seeking a high speed (ADSL2+) connection. </li></ul><ul><li>The customer may not be able to use certain equipment (e.g. Commander telephone systems) nor have more than a certain number of devices sharing the phone line (a central filter may be required) </li></ul><ul><li>A computer system that meets the minimum requirements. </li></ul><ul><li>Generally you will not have to handle inquiries from customers about whether they meet these requirements or not. Refer inquiries to BigPond Sales. </li></ul>
Incompatible Services and Restrictions <ul><li>ADSL cannot be enabled on lines carrying these services: </li></ul><ul><li>A fault is logged on the telephone system (there can only be one order on a phone line at any time) </li></ul><ul><li>Existing ADSL codes from another service provider. </li></ul><ul><li>Telstra Commander systems or some other PABX systems </li></ul><ul><li>Prepaid phones </li></ul><ul><li>Dedicated fax lines </li></ul><ul><li>ISDN </li></ul>
Incompatible Telephone Systems <ul><li>DSL was originally designed to work on an analogue telephone system with using all copper wiring. With the building of housing estates, shopping centers or large buildings, Telstra employed means of providing convenient and relatively cheap telephone access to houses in the complex. The systems used are the Pair Gain System (PGS) and Remote Integrated Multiplexer (RIM). </li></ul>
Pair Gain System (PGS) <ul><li>The Pair Gain System describe technologies that are used to generate extra telephone services in areas where there are not enough lines to provide everyone with the services that they require. </li></ul><ul><li>There are a number of types available and, in basic terms, each will split a single line into several phone services (for example, one line > 4 services) or a small number of lines into a greater number of phone services (for example, 6 lines > 16 services). PGSs are generally not compatible with ADSL technology but in some cases, customers are able to be provided with ADSL if there are spare lines available. Over the last five years or so, there is also a gradual process to replace PGSs </li></ul>
Remote Integrated Multiplexer (RIM) <ul><li>A RIM is a device that Telstra uses to provision telephone services in areas where there is no or insufficient existing copper line services. For example, they may be installed in housing estates, large office blocks, shopping complexes. </li></ul><ul><li>They basically operate as a mini telephone exchange. As the RIM is connected to the local exchange by optical fibre, it is incompatible with ADSL technology. In recent times, Telstra has managed to provide DSL services by installing a “mini-mux” in the RIM cabinet </li></ul>
Analogue NT1 (ANT1) <ul><li>Analogue Network Termination unit (ANT1) uses ISDN technology to provide a high quality line that is equivalent to a normal PSTN service. The ANT1 is a device installed at a customer's premises to allow Telstra to provide a second telephone service without the need to install additional cabling from the exchange. It is incompatible with ADSL and many other telephone services. Customers can request removal of this service which can be processed by Activations staff. </li></ul>
Bridge Taps and Other Line Conditioning Equipment <ul><li>Telstra may install equipment or special measures on some lines to provide or enhance voice services. A bridged tap is a means of connecting a telephone service/s where the main cable does not terminate for some distance away from the required location. Rather than running cables from the terminal point back to the location where services are required, the technicians will tap into the cable. Loading coils are placed along long lengths of cabling to reduce interference from noise sources. </li></ul><ul><li>These measures are usually incompatible with ADSL as they will interfere with DSL signals. In many cases, these can be removed and Telstra will usually try to find a means of arranging removal of these measures or finding an alternate path. </li></ul>
What can Customers do if they don’t have ADSL access?
<ul><li>ADSL is now available to over 90% of Australian households. If customers are unable to access ADSL, they can register their interest on a form in a link at this BigPond FAQ: </li></ul><ul><li>http://bigpond.custhelp.com/cgi-bin/bigpond.cfg/php/enduser/std_adp.php?p_faqid=117 </li></ul>
Self Install Kits and Retail Self Install Kit: <ul><li>Self install kits are ordered from the warehouse and then mailed to customers. Retail self install kits are purchased at a retail outlet. The customer is responsible for the installation of the modem and software. </li></ul><ul><li>Customer Premises Equipment (CPE) : ADSL customers will be supplied with a self install kit that contains the 2Wire 2071-A (while stocks remain) or Thomson ST536v6. Customers requiring a 4-port or Wi-Fi connection will be given the 2Wire 2701HGV modem or Thomson TG784. Supplied with either of these devices are the necessary cables, installation software and user guide. Customers requiring a Wi-Fi connection can be supplied with a Wi-Fi network adapter if requested. </li></ul>
<ul><ul><li>ADSL Installation CD : The software has a guided installation wizard to help set up the Internet connection on Windows. There are different installation CDs for different types of modems: </li></ul></ul>Version 4.5 AS Siemens Speedstream Version 5.8A Thomson SpeedTouch Version 1.1A2W 2Wire CD Version Modem
<ul><li>Installation Support : </li></ul><ul><ul><li>Customers are allowed three support calls while trying to self-install. Customers can be professionally installed on request or after the three-call limit. A fee may be charged if no fault is found with Telstra equipment or services. </li></ul></ul>
Professional Install: <ul><ul><li>Customer will be called by Activations who will confirm the application and book an appointment for a technician to attend and carry out the install. </li></ul></ul><ul><ul><li>The provisioning process from application to install may take up to 2 weeks. </li></ul></ul><ul><ul><li>Once the Installation has been completed to the customer’s satisfaction they will be required to sign a work order form. The customer receives a copy of a work order form with the Work Order number (for example, 9152236), customer’s account number and username and password. </li></ul></ul>
<ul><li>The following areas provide various levels of support to ADSL customers. They are divided into Front of House (FoH) and Back of House (BoH) areas. Front of House are the areas that customers can contact directly: Back of House cannot be contacted directly by the customer but at times they will contact the customer. </li></ul>
Front of House <ul><li>Billing: Answer any billing related inquiries and resolve payment problems. </li></ul><ul><li>Sales: Answer product related questions and place applications through to Activations. </li></ul><ul><li>Activations: Process applications and organize the install process, change of address and equipment requirements. </li></ul><ul><li>Technical Support: Our role is to resolve customers’ technical problems. We escalate appropriate faults to the BBHD or Server Complex. </li></ul><ul><li>BigPond Saves : This area is dedicated to customer retention and should be the point of transfer for any customer who intends to close their account. </li></ul>
Back of House <ul><li>BigPond Broadband Help Desk (BBHD): Resolve ADSL line and equipment faults for all Telstra ADSL network users (not just BigPond). If required, they book technicians to carry out repairs or installations from the customer premises to the exchange. </li></ul><ul><li>Broadband Field Services (BFS): Technicians who provide installation and repairs for hardware and connection difficulties from the customer’s premises to the exchange. </li></ul><ul><li>Data Activations Centre (DAC): Activate the codes for ADSL on the customer’s telephone line. They also look after exchange and BRAS. </li></ul><ul><li>Server Complex: This is an unofficial term for the Broadband Level 2 Operations area. It maintains DNS, Web, mail and all other BigPond Internet servers. Contact is made by creating a trouble docket in an application called iTAM. </li></ul><ul><li>Global Operations Centre (GOC): Handle all faults for all BigPond products if other departments cannot resolve the problem. </li></ul>
Customer Sales Tech Support Activations Billing Server Complex BBHD Saves Front of House Back of House BFS
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