The Order Details screen contain important information about this order itself. Then in the following Product Details screens, we’ll set the specific FTTP product configuration.
The Customer Reference is a unique reference that you define which you can used to track the order later. It can be an alphanumeric string of up to a maximum 50 characters.
The Required by date is often shorted to CRD or Customer required by date. You should use this field to specify the date that you want the service to be working. It does not have to be the same as the appointment date.
When selecting the customer required by date, be aware that we may not be able to commit to deliver on this date if it is earlier than the minimum product lead time for the order you’re placing. Refer to the product description for a table of minimum lead times if you’re in any doubt. As a rule of thumb a minimum of 5 days for anything requiring an engineer visit and 10 days for anything associated with CP to CP transfers due to the notice of transfer processing time.
The KCI type field has three options for you to receive the notifications about the order: email, XML and portal.
If you choose email, we will email every KCI notification associated with the order to the CP contact email address that you provide later on this order details screen. For real orders (as opposed to test orders), we recommend using the email option.
If you choose portal, then we will not issue any email notifications about the order and our systems will simply post all the order notifications to the order tracking tools on the Openreach portal. You will have to proactively log-in to the order tracking tools on a regular basis to monitor the order’s progress if you choose this option. As a result, we do not recommend using this option unless you are placing test orders, rather than real, live orders.
The XML (or B2B) option may also be an available value in this field. If your company is in the process of building its machine-to-machine interfaces for placing and managing orders, your IT team may ask you to use this option when placing your orders via the Openreach portal to make order management more efficient.
The Retailer field, also known as the reseller ID or RID, allows you to confirm the brand name of the service provider who is contracting with the end customer. It is an Ofcom-managed 3-letter code and a table of RIDs is published on Ofcom’s website. Clicking the button to the right of the input box will allow you to search the list.
It is possible for brands to have one or more retailer IDs depending on the different brand names that they might use to sell services to different segments of the population. A service provider who sells to businesses and consumers, might have a business brand name and a residential brand name, for example. Your company should be able to clarify for you the retailer name/ID that you should use for the orders you are placing via the manual Openreach portal and you can search and select the appropriate ID on the ‘Select Retailer ID’ pop-up screen that appears when you click the button to the right of the input box.
The Contact details in this section are specifically for your details as the Communications Provider, and should be the person, desk or team in your company who will be responsible for order management. This contact will receive the order’s update messages and any delay notifications. They’re also who we’ll contact if we have any questions about the order during provision.
You can create new or use existing contact details by clicking the button to the right of the input box. Be aware that if you edit a contact, it will change the details for every order that includes that contact, not just for the current order you are placing.
Searching for existing contacts is good practice, rather than simply creating new to avoid duplicating contacts for each member of a team in your company with the same email address and phone number. Speak with your company administrator if you’re unsure which contact details to use for your orders.
This contact will usually be different from the site contact details which we’ll ask for on a subsequent screen
You can use the description field to summarise the outcome you expect as a result of this order, for example: “ONT shift from hall to lounge” or “new provide, customer keeping existing copper connection”. You may have specific descriptions you wish your sales team to use.
The External visit details and Survey Visit sections are not used by the Openreach desk teams or order orchestration system as part of fulfilling the order. Please do not set your customer’s expectations that we will attempt to arrange access with them to undertake the pre-visit, external work at their premises.
Although we will not use these details for arranging the external work, if the ONT install process field in the Availability check was set to KCI2 Assure, then you will need to set the End user consent field to ‘EU access granted’ so that the order can proceed without a rejection. Note: If you do not set the End User consent field to ‘EU access granted’, this will be the default used by Openreach to allow the order to proceed.
The end user consent field also has the values: ‘EU presence required’ and ‘EU presence required on other date’. If you happen to choose the ‘EU presence required on other date’ option, even though we won’t take this into account during order provision, you will have to select a date in the preferred date field, otherwise an error message will appear when you click ‘Next’ later on this screen.
Number Porting and Transfer details are optional fields if you are placing a migration order from PSTN, PSTN+SMPF or PSTN+FTTC and you or the end customer want to keep the existing PSTN Directory Number (DN). Set the relevant value as ‘Yes’ accordingly, and complete the remaining fields.
In the Number portability target CP field, enter the relevant DUNs ID for the gaining CP. If you don’t know these details, you should ask your IT department in the first instance. The Openreach Customer Success team may also be able to help if your IT team aren’t aware of the value to use in this field.
Use the porting process field to confirm whether you want the number to be ported on a ‘fixed’ date, irrespective of the FTTP provision, or if you want the number porting transaction to keep aligned with the FTTP provision date and ‘auto postpone’ if the FTTP order is delayed for some reason. If you choose fixed porting, you’ll need to enter the porting date, too.
You should disregard the Location Identifiers section of this screen. These fields were originally created with the idea of helping with pinpointing the location where the FTTP service should be installed, but earlier in the order journey you already provided this when you validated the address where you want the service installed. These fields on the order details screen are therefore redundant and you should ignore them.