1. 21CN voice migrations workshop 1 Welcome, workshop aims & objectives Jo Upward Director 21CN Customer Experience

2. Cautionary Statement BT's 21st Century Network is still in the process of development and the subject of consultation. The information in this presentation may be subject to change'

3. 21CN voice migrations workshop – why this workshop is important to you 3 Voice migration to 21CN is happening We have already migrated 75K voice lines to 21CN There has been lots of progress on activities to date We want to make engagement to the programme easy and manageable for you Your customers will be affected by the migrations – together we can make it seamless for them

4. 21CN voice migrations workshop - agenda 4 10.00Introduction, aims & objectives of the workshop Jo Upward 10.1021CN programme strategy & plans – latest update Joe Kelly 10.25Pathfinder – voice customer migrationChris Basey 11.00Break 11.2021CN and CPE compatibilityMike Piggott 11.40Switched-on communicationsWendy Moir 11.55Your migration toolkit – making migrations easier Stephen Doughty 12.15Getting involvedBecky Hewlett 12.35Q&A 12.55Next steps & close of workshopJo Upward 13.00Lunch

5. 21CN voice migrations workshop – what we want you to get out of the day 5 We want you to.. Have the very latest progress information on 21CN Understand how you can be engaged and feel that engagement is easy Feel that you can influence the programme by being engaged Be involved with the consultations – it isn’t a one way exercise

6. The big picture: Progress on implementing the vision Joe Kelly Director of Communications for BT Wholesale and 21CN November 2009

7. Our 21 st Century Network Vision Delivering next generation communications services and capabilities that enable our customers to achieve more It provides customers with greater direct control of their services through automation and self-service And enabling our customers to innovate on BT’s platforms, themselves or in collaboration with BT 21CN is the foundation for BT’s transformation to a global, customer-centric and software driven communications partner

8. 21C Network and Computing Architecture The concept….. Device, User or Enterprise Applications or Software as a Service (SaaS) Software Services & Applications Services SDKs & Virtualised Platforms Network & Computing Platforms Service SDKs & Virtualized Platforms SDKs exposing virtualized platform services (ECS/Vozone, PaaS and VDC/IaaS) Network & Computing Platforms Global Network & Networked Compute Infrastructure Build a set of user and device based applications or propositions either by BT or 3rd party developers (TOP) to… …consume a set of SDKs that BT uses to expose a set of platform level, software (API) driven services, constructed using an integrated set of globally virtualized network and compute infrastructure resources (capabilities)… …over a grid of 21C network and networked IT Infrastructure

9. 21CN Broadband: The Mixed Economy Copper Up to 24Mbit/s Fibre to the cabinet Up to 40Mbit/s with improved upstream rates Fibre to the premise Up to 100Mbit/s + with improved upstream rates Exchanges Homes/Businesses Copper Fibre Cabinet Mobile Network Mobile Up to 7.2Mbit/s … and beyond Mobile

10. 10m Over potential UK homes and businesses already enabled Next generation broadband enabled exchanges Next Generation Broadband – UK by March 2009 20m (75%) Up to potential end user lines enabled by March 2011 13.5m (55%) Up to UK homes and businesses will be enabled by March 2010

11. The Super-fast Broadband Timeline Chelmsford St. Albans Watford Hemel Hempstead Luton Chingford Edmonton Enfield Highams park Tottenham Woolwich Canonbury Bury Didsbury Failsworth Heaton Moor Oldham Rusholme Balmoral Dean Edinburgh Belfast Manchester Glasgow Halfway Western Cardiff Taffs Well London Halifax Pudsey West Yorkshire Calder Valley Fibre to the premise (FTTP) –Sept 2008: first end-users connected at Ebbsfleet Valley, Kent using FTTP greenfield solution Subject to appropriate regulatory environment & customer demand Foxhall Leagrave Whitchurch Muswell Hill Ebbsfleet Thamesmead Fibre to the cabinet (FTTC) –January 2009; Technical trials in Foxhall, Ipswich –July 2009: Operational pilots in Muswell Hill, London & Whitchurch, Cardiff –Glasgow Halfway to be introduced as a 3 rd pilot site from October 2009 Early market deployment of FTTC from January 2010 –Over 1Million premises passed, including urban and rural locations by Spring 2010 Cornwall Northern Ireland Manchester Key Fibre rollout Jan 2010 Areas of NGA bid activity FTTP FTTC Trial/Pilot

12. Creating New Opportunities: 21CN Ethernet 700 Nodes already enabled nationwide Ethernet nodes deployment BT has the largest Ethernet footprint in the UK 800 Nodes by March 2010

13. Creating New Opportunities: 21CN Voice 75,000 Lines now on 21CN voice Voice lines deployed 350,000 By summer 2010 Creating choice in next generation voice services

14. Creating New Opportunities: 21CN Virtualised Data Centres VDCs Deployed For internal and external customer use The basis of BT’s entry to Cloud Computing

15. 21CN – What we’ve achieved to date Infrastructure Rebuilt the UK Core and transmission network Implemented our Global 21CN platform across 170+ countries worldwide New Services Implemented end to end IP voice as a replacement for PSTN Made next generation broadband based on ADSL 2+ available to 40% of the UK (by end of March) Delivered next generation Ethernet across the largest national footprint in the UK market Delivered a global network of Virtualised Data Centres Implemented the first Cloud Computing and SaaS platforms with customers; commercial launch this year Launched new Ethernet Backhaul capabilities across the UK

16. Build on our existing momentum Ethernet: Exploit our market leading footprint Continue to deliver on Mobile Ethernet Access Services contracts WBC: Deliver end users in volume; extend footprint Voice: Pathfinder to industrial scale and prepare for national deployment Develop voice options using innovation capability Innovation: Launch Cloud Computing and SaaS propositions Customer Experience: Drive for Right First Time performance to par or better than 20CN 21CN – Strategic Priorities for this year

17. Speed: 21CN is delivering a range of higher speed access for end users in the UK and worldwide Choice: 21CN is enabling the mixed economy for services, bringing new levels of choice to the market Innovation: 21CN is introducing a new era of innovation – by BT, by our customers and by third parties Ways of working: 21CN is enabling new ways of working by BT’s customers, including the introduction of enterprise cloud services Control: 21CN is designed to pass control of new services into the hands of BT’s customers 21CN – Key Messages for customers

18. 21CN voice migrations workshop 18 Pathfinder – voice customer migration Chris Basey 21CN PSTN/WLR Transformation Programme Lead

19. Pathfinder - objectives Deployment of like-for-like replacement products on 21CN POTS, ISDSN2e, ISDN30e, ISDN30DASS, DPNSS Remake our Portfolio harmonisation Service fulfilment, service assurance voice quality as good as, if not better, than 20CN Excellent migration experience predictable and controlled customer impact matrix

20. Pathfinder 1 Two exchanges in Cardiff July 2008 to May 2009 POTS customers only Up to 75k lines (64k customer lines) Slow rate of migration ie partial exchange per night Grooming of incompatible products and customer premise equipment Regression of incompatible customer premise equipment Learning log for review with CPs ie technology, process

21. Pathfinder Volume POTS (PFVP) Seven exchanges in Cardiff (inc Bridgend and Pontypridd) June/July 2010 to December 2010/January 2011 POTS customers only Up to 275k lines Faster rate of migration complete exchange per night Grooming of incompatible products Minimal regression Maintain learning log for review with CPs For discussion purposes only

22. Plan criteria following discussion through Consult21 have high degree of confidence of success regardless of start date maintain exit/success criteria for new technology builds and full testing periods maintain CP notification periods (PEWs) 7 DLEs – each approx 4 weeks apart change migration order to start with smaller exchanges Bridgend, Cardiff B and Pontypridd promoted to the front of the schedule maintain call server loading pattern avoid migrations and upgrades around bank holidays transfer engineering testing, “virtual” and “real” cutover timelines are serial greater opportunity for CPs to witness TE war gaming which will be based on final solution build 5 week contingency built into the plan legacy remigrations will happen after MSAN upgrades and a minimum of Roath and Caerphilly will be completed before the first migration PFVP - planning principles

23. Vendor functionality Continues to be delivered during November First key technical sign out December 2009 Final key technical sign out March 2010 CMSAN upgrades 25% of non-live sites will be upgraded before any live sites Test calls will be made from Barry/Bargoed before the first live site is upgraded Penarth will be the first live site 1 week stability period after Penarth and before other live sites are upgraded All live sites upgraded over a 5 week period in March/April 2010 Call Server upgrade Call server upgrades to follow CMSAN upgrades All live sites upgraded in April 2010 AUP process (2 x 2 min downtime) may not be required PFVP - planning principles 23 For discussion purposes only

24. Summary of upgrade impacts on end users CauseTimingExperienceScale CMSAN hub upgradeBetween midnight & 6am Monday to Friday (10 mins elapsed time) Between 3am-5am, 5 minutes incoming & outgoing call outage for all customers simultaneously but E&C calls in progress will not be cut off. Provision data freeze 6pm to 6am. No Network Services freeze Each MSAN site will be completed in one night irrespective number of MSANs on that site. Multiple MSAN sites may run in parallel subject to overall throughput limits. CMSAN line card upgrade On the same night between 1 and 30 mins after hub outage 2 minutes incoming & outgoing call outage for all customers in batches of 5 linecards, successively until all linecards have been upgraded. E&C calls in progress will not be cut off Impacts all end users on an CMSAN site, in batches of 5 linecards (max 320 end users at a time) on a rolling basis until the upgrade is complete Call Server upgradeBetween midnight & 6am. Thursdays. 1 minute 30 second disruption to calls in setup but calls in progress including E&C calls will not be cut off. Provisioning & Network Services freeze from midnight to 6am. Impacts circa 30K end users simultaneously. Note: Upgrades will not take place on Bank Holidays or on Maundy Thursday For discussion purposes only

25. Upgrade MSAN schedule Pathfinder 1 Call ServerConcentrator UnitDATE OF MSAN upgrade 00.00-06.00hrs Volume (approx) Notes Bristol CS003Penarth Unit D22/03/10300Customer served by 1 MSAN so 1 Hub Upgrade on the night Cardiff CS002Nelson30/03/102KCustomer spread over 2 MSANs so 2 Hub Upgrades on the same night Bristol CS003Whitchurch Unit F31/03/104.5KCustomer spread over 3 MSANs so 3Hub Upgrades on the same night Bristol CS003Roath Units D & E06/04/1014.5KCustomer spread over 7 MSANs so 7 Hub Upgrades on the same night Bristol CS003Llanishen Unit C07/04/107KCustomer spread over 3 MSANs so 3Hub Upgrades on the same night Bristol CS003Cardiff Unit S08/04//102KCustomer spread over 2 MSANs so 2 Hub Upgrades on the same night Bristol CS003LLandaff Unit E09/04/102KCustomer served by 1 MSAN so 1 Hub Upgrade on the night Cardiff CS002Ynysybwl12/04/102KCustomer spread over 2 MSANs so 2 Hub Upgrades on the same night Cardiff CS002Caerphilly13/04/1016KCustomer spread over 5 MSANs so 5 Hub Upgrades on the same night Cardiff CS002Ferndale14/04/105KCustomer spread over 2 MSANs so 2 Hub Upgrades on the same night Cardiff CS002Tonyrefail15/04/105KCustomer spread over 2 MSANs so 2 Hub Upgrades on the same night Cardiff CS002Treharris16/04/102.5KCustomer spread over 2 MSANs so 2 Hub Upgrades on the same night Cardiff CS002Wick19/04/10600Customer served by 1 MSAN so 1 Hub Upgrade on the night Cardiff CS002Bedlinog20/04/10650Customer served by 1 MSAN so 1 Hub Upgrade on the night For discussion purposes only

26. Upgrade call server schedule Pathfinder 1 Call Server 20C DLE Catchment Area Call Server Upgrade 00.00- 06.00hrs Volume (approx) Notes Bristol CS003 Cardiff Unit D System X 20/04/1030KUpgrade will affect Penarth, Cardiff, Roath, Llanishen, Llandaff & Whitchurch exchanges simultaneously Cardiff CS002 Cardiff Unit C AXE10 27/04/1034KUpgrade will affect Wick, Bedlinog, Nelson, Ynysybwl, Treharris, Ferndale, Tonyrefail & Caerphilly exchanges simultaneously For discussion purposes only

27. Pathfinder Volume POTS Migration methodology (Transfer Engineering)

28. 21CN - connecting customers Traditional methods of moving customer connections are slow, expensive & prone to human error for large volume migration Pathfinder is an first opportunity to migrate live customers using the JT47 Transfer Connection Point (TCP) Shoe

29. PSTN DLE PSTN Concentrator Pre 21CN voice configuration MDF Voice Only Customer

30. PSTN DLE PSTN Concentrator Pre 21CN voice configuration MDF Voice Only Customer Groom incompatible products Customers AffectedTimelineOutagesDurationTime of Day 10%36 weeks to 12 weeks before migration 13 mins24/7 mainly during the day

31. JT47 TCP Shoe OVP Modules (Over Voltage Protection) TCP Shoe (Transfer Connection Point)

32. PSTN DLE PSTN Concentrator Install and commission 21CN network 21CN Call Server Ethernet MSANMSAN EvoTAM WB THNB TH MDF Voice Only Customer MSAN

33. PSTN DLE PSTN Concentrator Connect 21C via TCP (Transfer Connection Point) EvoTAM WB THNB TH MDF Voice Only Customer 21CN Call Server Ethernet MSAN Customers AffectedTimelineOutagesDurationTime of Day 100%12 weeks before migration 1< 30 secs24/7 mainly during the day

34. PSTN DLE PSTN Concentrator Convert & apply customer data / manage churn EvoTAM WB THNB TH MDF Voice Only Customer 21CN Call Server Ethernet MSAN VDMT

35. PSTN DLE PSTN Concentrator Migrate voice customers EvoTAM WB THNB TH MDF Voice Only Customer 21CN Call Server Ethernet MSAN Remotely Switched. Pull plugs off Concentrators Customers Affected TimelineOutagesDurationTime of DayFreeze Periods 100%On the night13 mins outgoing Up to 10 mins incoming Midnight to 6am Order fulfilment 6pm to 9am Network services 10pm to 6am

36. 20C disconnection using concentrator plugs

37. Prepare Network Configure + Verify On the night Migration Monitor TE completion and handover Go/No Go Decision Point Decision not to fallback Frames Uplift Customer data Audit Groom Legacy services to retained platform Compression connect 21CN to customer lines Capture and translate data Load data - start churn process Pre-transfer customer checks & audit 6pm CSS Data freeze 10pm Network Service frozen Disconnect PSTN Connect to 21CN Modify PSTN call routing Update BT OSS Post transfer Tests Fault Handling 9am Freeze removed Monitor customer experience Monitor Network - resolve issues Initiate fallback if necessary Hand over to In-Life management Transfer Engineering Workflow Management - 36 - 12 Weeks - 12 Weeks + 7 Days Abort before cutover Abort during cutover Reverse Migration after Cutover

38. Extract 3 rd churn Process & Apply 3 rd Churn Load CS & MSAN Update VDMT & SM CS Audit DDI Extract from CDM MSAN Audit SVI Extract STL Process & Apply VDMT & CS with STL 01:0022:0017:30 Playbook improvement & Target automation to handle larger volumes Improvement in systems Not in PFVP – RDB moves to after 22:00 New & improved code – minimal sorting QG4 Network Services Freeze starts Orders Freeze starts QG3 PFVP On-the-Night Timings

39. Prepare for batch migrationsComplete DLE batch migrationsStability & updates to Switch Manager 08:3005:4501:00 Playbook improvement & Target automation QG5 Network Services Freeze ends Orders Freeze ends QG4 PFVP On-the-Night Timings 01:4506:00 Notify Outages have completed Customers successfully working via 21C

40. Recover 20C Voice Network MSANMSAN EvoTAM WB TH MDF Voice Only Customer 21CN Call Server Ethernet NB TH MSAN

41. Pathfinder – where next? Incorporate second MSAN vendor Incorporate ISDN Prove migration experience for all products, complete DLE at a time Programme under development Huawei Northern Ireland (HNI) Belfast (System X) Pathfinder Volume All Products (PFVAP) Thamesmead (AXE10) Redditch (System X)

42. 21CN voice migrations workshop 42 Break

43. Issue date 21CN voice migrations workshop 43 21CN and CPE compatibility Mike Piggott 21CN Customer Experience

44. 44 Services on 21CN vs. legacy PSTN: New PSTN line cards in new MSAN edge equipment. IP packet based transport of voice data (legacy PSTN uses switched circuit transport). ISDN: New ISDN line cards in new MSAN edge equipment. IP packet based transport of voice data (legacy PSTN uses switched circuit transport). Broadband: New ADSL/ADSL2+ line cards in new MSAN edge equipment. Same IP packet based transport as existing broadband. Some of these changes cause certain characteristics to differ from those on the existing network.

45. 45 CPE related differences 21CN PSTN loop current: maximum off-hook loop current reducing. ringing implementation moving to balanced ringing. 21CN PSTN and ISDN echo cancellation used unless fast modems are detected. audio path discontinuities when jitter buffers adapt. end to end delay increasing. 21CN Broadband No fundamental changes expected.

46. 46 Network is built to Standards BT SINs (Suppliers Information Notes). –Migrated services will continue to be consistent with what is in the current SINs. UK Transmission Plan. –21CN meets the performance criteria & specifications of ND1701 issued by the NICC. Testing to date has confirmed that where equipment complies with the full range of specifications and guidelines in these public domain documents, it is compatible with 21CN. The vast majority of kit works on 21CN.

47. 47 Objectives of CPE compatibility testing To help identify CPE compatibility related issues so that appropriate solutions can be communicated to all relevant stakeholders. To help manufacturers and other stakeholders ensure that CPE functions properly on 21CN. To help ensure that CPE compatibility related issues are constrained to an acceptable level. Feedback into the 21CN design, if and when compatibility issues are found.

48. 48 Testing environments £150M investment in testing capability. Main CPE testing sites at Adastral Park and Swansea. BT’s CPE testing team Adastral based; isolated model; experimental build capability; second line diagnostics & investigation focused. Swansea 8 testing bays & breakout; part of live 21CN network; supports more independent testing; supports high volume testing. Both sites open to CPs, manufacturers, industry associations where testing is deemed relevant. Results are published.

49. 49

50. 50 www.switchedonuk.org

51. 51 Need to test identified & CPE Engagement team target “best test partner” & engage. Test partner engaged and educated on 21CN & CPE. Test Plan & Schedule agreed. Testing facilitated & executed at Adastral/Swansea. CPE Engagement Team. Publication of test results. Reporting back into Consult21. Risk mitigation. Etc etc …. CP’s BSIA – British Security Industry Association (Security systems) ENA – Energy Networks Association (Gas & Electricity) WITS – Water Industry Telemetry Standards (Water Industry) Environment Agency Link Network (ATMs) Home Office – specifically custodial services (Tagging devices) APACS – UK Payments Association (EPOS/EFTPOS) Payphones CAA/NATS – Civil Aviation Authority & National Air Traffic Services Trinity House – lighthouses, coastguard Network Rail (Railside emergency phones, signalling etc) Lifts & Emergency Phones Fire Industry Association TSA – Telecare Services Association (Social & Telecare for the vulnerable) CPE RFI response. CPE related policies & processes. Incompatibility resolution. Test partner kept abreast of public domain updates. Engagement model

52. 52 Need to know…… Testing & result publication Test failure spreadsheet Advice notes Service testing availability Manufacturer/Industry Association engagement Stakeholder management End user comms Industry comms CPE briefings Customer operational readiness monitoring Critical CPE special treatments Line reversion process Grooming process CPE diagnostic process Escalation route for utilities & environment agency Status of fixes Critical customer requirements RFI process cpe21@bt.com

53. 53 Information sources General information about 21CN can be found at: http://www.btplc.com/21cn http://www.btplc.com/21cn Information about 21CN and migration can be found at: http://www.switchedonuk.org http://www.switchedonuk.org BT Supplier Information Notes (SINs) can be found at: http://www.sinet.bt.com http://www.sinet.bt.com The UK Transmission Plan can be found at: http://www.nicc.org.uk http://www.nicc.org.uk RFI process, email to: cpe21@bt.com Access to testing database, apply at:- http://21cntestingdb.bt.com

54. 54 21CN voice migrations workshop 54 Switched-on communications Wendy Moir Head of customer experience communications

55. The public information campaign to communicate about the process of migration to BT’s next generation network 27 November 2009 Information correct at time of publication. Please note that the latest version of this presentation can always be found in the toolkit section within the communications area of the Consult21 website – www.btwholesale.com/consult21www.btwholesale.com/consult21

56. 56 What is switched-on? Switched-on is the name of the programme of public information to communicate BT’s migration to a NGN. Switched-on is not commercial in any way and is not designed to give any single provider a competitive advantage. It will not communicate any new services or benefits enabled by the new network for BT or any other CP.

57. 57 The aim of switched-on To create awareness with consumer and SMEs (over 250 employees) end users about the migration and communicate details of service interruptions and minor changes to services. To ensure that customers are positively informed about the migration process and feel a sense of reassurance. To build a sense of anticipation for what the new platform will enable. To be inclusive and representative of the whole industry: not to create competitive advantage for any CP.

58. 58 Multi-site corporate businesses and the public sector Service providers have requested that they communicate with their multi-site corporate businesses and public sector customers across the UK. The industry working group has worked on materials covering the practical process of migration to BT’s NGN to help with the communications processes to these large organisations. There is now an area in the switched-on website for corporate businesses and public sector organisations to provide overview information on the process.

59. 59 Creating a brand for migration communication

60. 60 End user communication collateral Residential SME

61. 61 Website

62. Referring sites These are the top referring sites for Sept 2 to date:

63. 63 The communications toolkit To ensure CP generated communications regarding the new network and the process of getting switched-on are consistent across the industry, a comprehensive toolkit of collateral and guidance has been produced. Contents include: –Artwork and brand guidelines including copies of the logo. –Downloadable banners for websites. –Practical process information for service providers. –Call centre team briefing information. –Key message documents for publications. –The latest version of this presentation. –Q&A documents. The latest toolkit materials can be downloaded from the communications area of the Consult21 website and will be added to over time at www.btwholesale.com/consult21www.btwholesale.com/consult21

64. 64 SOURCES OF FURTHER INFORMATION Information and support for communication providers on the 21CN programme: http://www.btwholesale.com/consult21 The independent public information website covering the process of migration: http://www.switchedonuk.org For general information about BT’s 21CN programme go to: http://www.btplc.com/21CN/

65. 21CN voice migrations workshop 65 Your migration toolkit – making migrations easier Stephen Doughty Migration Control Centre Operational Integrity Manager

66. Your migration toolkit – making migrations easier 21CN migration comms 21CN Migration Portal Overview, handbooks, user guides & recordings 66

67. 21CN migration comms 21CN migration reports – Automated, event-driven 21CN migration reporting Aligned with the 21CN migration timeline for each migration Triggered by the completion of key milestones on the 21CN migration timeline Bespoke to each 21CN migration Real-Time reports – Quality Gates 1-6 Quality Gate updates/interim reports Extension of stability period Abort Fallback Situation reports (RAG status) Summary reports - Sites In Stability Period Migrations Completed Migration Exceptions National Migration Schedule 67

68. 21CN migration comms Quality Gate reports – Real-time Migration Reports that reflect the completion of key milestones in the 21CN migration timeline and describe the current situation and potential customer/end user impact at each stage. QG1 – the Migration Site has entered the final 4 weeks of pre-migration activity and is under the full control of the Migration Control Centre QG2 – the Migration Site is ready for the final stages of pre-migration QG3 – the Migration Site is ready for the commencement of the on-the-night migration activities QG4 – the Migration Site has begun the on-the-night migration activities to transfer customers to the 21C network QG5 – the Migration Site has successfully completed the on-the-night migration activities and is now on the 21C network QG6 – the Migration Site has successfully passed the stability monitoring period, is stable and has been released to BAU monitoring 68

69. 21CN Migration Portal 21CN Migration Portal – A web-based repository of information for Communications Providers and Service Providers on 21CN migrations Not intended for end users (only customers of BT Group) Automates delivery of 21CN Migration Reporting for the 21CN Programme Central store for the bulk of 21CN migration comms User configurable to individual needs (opt in/opt out, push/pull) Accessed via the 21CN pages of www.btwholesale.comwww.btwholesale.com User Account Access Request Form available at http://www.btwholesale.com/pages/static/Applications/Networks/mcc_hub_page/ 21CN_Web_Portal_User_Guide.html http://www.btwholesale.com/pages/static/Applications/Networks/mcc_hub_page/ 21CN_Web_Portal_User_Guide.html Only get 21CN migration comms if you have registered for a User Account Functions & facilities – Search facility (by defined criteria, e.g. by PEW, DLE, migration date) National Migration Schedule PEW (Planned Engineering Work) Notifications Migration reports 69

70. xxxx 70

71. Overview, handbooks, user guides & recordings Several documents are available to provide help, guidance and support – 21CN Migration Portal overview (Explains what it is, who it’s for, what information it contains). 21CN Voice Reports handbook (Provides screen shots of each type of 21CN Migration Report for Voice). 21CN Migration CP handbook (Explains the timeline of events for migrating customers to 21CN). XML user guide (Explains how to set up a machine-to-machine interface with the 21CN Migration Portal using Extensible Mark-Up Language). Portal recordings (Bite size audio/visual modules that explain aspects of using the 21CN Migration Portal, e.g. how to access the Portal, how to use the search facility, how to manage your account). 71

72. 21CN voice migrations workshop 72 Getting involved Becky Hewlett Consult21 lead

73. 73 What happens between now and the start of migrations? Today has given you the chance to get fully up to speed on all aspects of PFVP from BT’s overall 21CN programme strategy to the specifics of the migrations toolkits that are available. It is important that we keep up the momentum of involvement from today. Between now and the start of the migrations in the summer we will be offering you a variety of opportunities to maintain your involvement at a level that is appropriate to you and your business.

74. 74 It’s happening anyway – what’s the point of getting involved? Your customers will be affected, and will be aware of the migration. It’s important for your customer experience that you are able to answer any queries or concerns they may have. Critical customers in particular will need assistance prior to and during migration. Ensure that your operational people are provided with the latest information as we build up to the migrations, and this will help you to have the right resources in place. Only by being involved do you get the opportunity to influence the programme.

75. 75 What suits you best? “I just need to keep generally up to speed with what’s going on with 21CN and PFVP as part of that programme.” AwarenessEngagement and influence Consult21 distribution list & website Quarterly webcalls Monthly summary 21CN Deployment Strategy Plan Engagement Plan Ad hoc awareness audios/webcalls Information to register for: MCC Portal CPE Testing Expert groups to attend: E&C customers Remigration project Pathfinder progress CPE testing involvement: Swansea CPE test facility Implementation & Migration Working Group Monthly meetings covering all aspects of Voice Line migration progress

76. 76 What suits you best? “Being aware of, and shaping the plans, policies and processes for voice line migrations is a key part of my job.” AwarenessEngagement and influence Consult21 distribution list & website Quarterly webcalls Monthly summary 21CN Deployment Strategy Plan Engagement Plan Ad hoc awareness audios/webcalls Information to register for: MCC Portal CPE Testing Expert groups to attend: E&C customers Remigration project Pathfinder progress Communications CPE testing involvement: Swansea CPE test facility Implementation & Migration Working Group Monthly meetings covering all aspects of Voice Line migration progress

77. 77 What suits you best? “I have operational responsibilities that require me to be fully involved in the migrations.” AwarenessEngagement and influence Consult21 distribution list & website Quarterly webcalls Monthly summary 21CN Deployment Strategy Plan Engagement Plan Ad hoc awareness audios/webcalls Information to register for: MCC Portal CPE Testing Expert groups to attend: E&C customers Remigration project Pathfinder progress Communications CPE testing involvement: Swansea CPE test facility Implementation & Migration Working Group Monthly meetings covering all aspects of Voice Line migration progress

78. 78 We want to make being involved easy. If it’s not working for you then let us know. consult21@bt.com

79. 21CN voice migrations workshop 79 Questions  answers

80. 21CN voice migrations workshop 80 Summary & close of workshop Jo Upward Director 21CN Customer Experience

81. 21CN voice migrations workshop - summary 81 What’s does the 21CN big picture look like? 21CN is here and happening Huge progress made on Ethernet, WBC and voice Building on our existing momentum What’s involved with voice migrations and what are the impacts that will affect my customers? The next phase of voice migrations is coming soon – called Pathfinder Volume POTS – planning principles heard today MSAN and Call Server upgrades are associated What about my customer’s CPE? Well established & comprehensive programme proving CPE compatibility which you can get involved with CPE testing database will help you check compatibility How will my customers hear about the migrations? We have a public information campaign to communicate about the process of migration to BT’s next generation network – switched-on Communications toolkit available for you to use What tools are available to help me? The best tool is the MCC portal Lots of reports, user guides & useful info to help you Why and how can I be engaged? Various options to be involved We want you to be engaged – in a way that suits you You can influence the programme

82. 21CN voice migrations workshop – some final reminders 82 Please complete the feedback form Speakers will be available over lunch or in the information areas Thank you for coming to the workshop Please join us for lunch on the 34 th floor