Chorus Portal and B2B Changes Design Document RSPs – June 2018

Contents Slide 3 - Restrictions on reschedules in certain order states Slide 4 - Restrictive dates for reschedules when Chorus action is inflight Slide 5 - Provider To Advise notification changes Slide 6 - New RNC codes Slide 7 - Intent to Cancel clarifications Slide 8 - New Update Order notification Slide 9 - One day installs Slide 10 - New Consent Statuses

Restrictions on reschedules in certain order states Currently it is possible for the RSP to reschedule an order in Chorus Portal from the majority of order states, this can cause an order to be incorrectly scheduled as there could be Chorus or RSP actions required before the order can progress. Post release it will only be possible to reschedule orders from the following states: In Progress/Scoping Scheduled In Progress/Scheduled Held/Schedule Scoping Held/Schedule Feasible/Feasible to Order If an order that is not in an allowed state is requested to be rescheduled then the request will be rejected with the 029 rejection code in B2B.

Restrictive dates for reschedules when Chorus action is inflight For some field scenarios (primarily where remedial field activity is required) Chorus will schedule an order a number of days into the future to allow the remediation to complete (this will be a date determined in conjunction with the service company and a remediation plan); in this scenario the order will remain in an In Progress/Scheduled (or In Progress Scoping Scheduled) state. It will be possible to reschedule these orders but not possible to schedule them prior to the remediation date. No RSP action is required when this enhancement is implemented, the Chorus Portal/B2B will determine the available installation dates, and will only present back dates that meet the business rules.

Provider To Advise notification changes Chorus is simplifying the way RSPs need to handle Provider to Advise notifications. Currently a number of responses to the PTA are provided with the PTA notification which vary by the PTA notification send, the notification expiry is also fixed to 30 days. This behaviour will be changed and consistent options will be provided with every PTA notification. The expiry will be changed to 7 calendar days, but the RSP will have an option to extend the time to allow remediation activity to occur if required: Accept – acknowledgment that the PTA action has been resolved by the customer/RSP and the order is good to progress. The order will move to a Held/Schedule Install or Held/Schedule Scoping state. Reject – notification that the issue that needs to be resolved will not be resolved by the customer/RSP. This will be a deemed cancellation and the order will move to an In Progress/Intent to Cancel state. Set Time – a function that will not accept or reject the PTA but allow the RSP to extent the expiry time of the notification by up to 28 days (from the date the response is sent). The RSP will only be able to extend the expiry time once. If the expiry timer is reached then the order will enter the Held/Intent to Cancel state, which will give the RSP an opportunity to abort the Cancel action and send the order back into PTA. Chorus may also withdraw a PTA notification at any time; this would indicate that the issue has been resolved and the order will move to a Held/Schedule or Held/Schedule Scoping state. The new behaviour will take affect after the release date (which is TBA) for any new PTA notifications, existing inflight notifications will follow the current behaviour. B2B XML examples:

New RNC codes Chorus is introducing three new RNC codes for field scenarios: CU – Customer Unavailable. This will be used when the customer was not present at the site when the tech arrived. LP – Landlord Permission required. This will be used when a landlord permission is required (but not in place) for the fibre install to complete. This is not used for MDU/RoW consents. This is primarily used where a tenant requires permission from a landlord. NR – Premise Not Ready. The customer needs to have further work done at their property to prepare for the fibre installation. Generally this will have been agreed with Chorus and the customer will be aware of what is required. These three new codes will be fully automated in Chorus systems. For the CU code the order will move to a Held/Schedule Scoping or Held/Schedule Install state and the RSP will just need to rebook the appointment when the customer will be available. For LP and NR the order will move directly to a Held/Provider to Advise state and the RSP must liaise with the customer to ensure that the permission/work is obtained/complete and then accept the PTA notification. The order will then move to Held/Schedule Scoping or Held/Schedule Install state and the RSP will just need to rebook the appointment when the customer will be available. If the PTA is rejected then this is deemed cancellation and the order will move to an In Progress/Intent to Cancel state.

Intent to Cancel clarifications Chorus is changing the expiry timer on the ITC flow, this will be changed to 7 days. No changes will be made to the existing process. The order will enter a Held/Intent to Cancel state at which point the RSP will have 7 days to accept or reject the cancellation, the timer expiring will be considered deemed acceptance. If the ITC is rejected Chorus will reissue the original PTA notification with the issue to be resolved. If the ITC is accepted then the order will move to a Closed/Cancelled state via the In Progress/Intent to Cancel state.

New Update Order notification Chorus is introducing a new notification to request order details are updated without the need to move the order state. Currently any request to update details moves the order to a PTA state, the new notifications will leave the order in the existing state. This will primarily be used when the order is in a Consent state and customer contact details need to be updated.   The existing B2B AmendOrderNotification transaction will be used. This will just be a notification to the RSP, no response to the notification is required, just to action of the request in the notification. B2B XML examples: E-mail template:

One day installs Chorus is sometimes able to complete the Install work at the time of the Scope visit, effectively providing service early. If this is achieved then both Scope and Install work orders will be completed on the same day (ahead of schedule for the Install) and the order will transition to a Service Given state. Note there is no change to the flow here, just the timing.

New Consent Statuses Two new consent states will be introduced: Consent Required – Categorisation Under Action Consent Required – Categorisation Compete These are just informative states indicating that the Land Access scoping task has been initiated and completed. No action is required by the RSP.