Business Process

Business Process

Directory Data Queries

Revisions

S/N / Version / Author / Date / Description
1 / 1.0 / Openreach / August 2013 / First issue
2. / 1.1 / Openreach rebrand team / August 2017 / Rebrand only

Notice

The information within this document is provided for information purposes only. This is a living document and will be subject to update and change. However, BT maintains that all reasonable care and skill has been used in the compilation of this publication and BT shall not be under any liability for loss or damage (including consequential loss) whatsoever or howsoever arising as a result of the use of this publication by the reader, his servants, agents or any third party. In the event of a discrepancy between the content of this document and the contract Terms and Conditions the contract shall take precedence.

Contents

1. INTRODUCTION

2. WHEN IS A DATA QUERY GENERATED?

3. IMPORTANCE OF DATA QUERIES

4. CRITICAL DATA QUERIES

5. DATA QUERY PROCESS

6. PROCESS FLOW

7. DATA QUERY CODES & ACTION REQUIRED

1. Introduction

A Directory Data Query is an enquiry about the existence, content or accuracy of a directory listing. This briefing outlines the process for managing data queries, details the Data Query codes, and the action required by the Openreach Service Provider.

2. When is a data query generated?

Directory Data Queries are raised by downstream licensees who produce directory products such as The Phone Book, Directory Enquiry 118 services etc., to highlight any issues with the data supplied to them. They are generated following an enquiry from either the end customer themselves or a third party (users of directory products). A Data Query is an indication that the data held on the industry directory database (OSIS DMS) is incorrect, missing or inadequate for the customer and therefore investigation is required.

3. Importance of data queries

It is VERY important that Data Queries are actioned by ALL Openreach Service Providers so that accurate customer data is held and passed onto directory products. The Data Query process benefits both Openreach Service Providers and downstream licensees, as it ensures a stable and accurate directory database will be maintained. A stable and accurate database is essential to generate confidence for customers to use the directory products.

Data Queries assist Openreach Service Providers to identify and correct mistakes before they escalate into customer complaints.

There is an industry-wide expectation that Data Queries are responded to within 10 working days of the query being raised.

FAILURE TO INVESTIGATE DATA QUERIES CAN LEAD TO CUSTOMER DISSATISFACTION RESULTING IN CUSTOMER COMPLAINTS.

4. Critical data queries

A critical Data Query can be raised:

· as a result of a Chairman/CEO escalation

· where a telephone number is currently published (DE) but should be XD

· where someone is being frequently called in error as a result of an incorrect listing

A critical Data Query will also be raised where it would cause extremely bad press for the Openreach SP or BT if a Data Query is not actioned as a matter of urgency to update, insert or delete data associated with high profile customers such as MP's.

CRITICAL DATA QUERIES SHOULD BE ACTIONED AND RESPONDED TO WITHIN 1 WORKING DAY OF RECEIPT WHEREVER POSSIBLE.

5. Data query process

Data queries are received by the BT Directory Solutions team (BTDS) who identify the owning Openreach Service Provider (Openreach SP). Each Data Query is allocated a Data Query code. This code is an indication of the reported problem and the reason the Data Query has been raised.

The BT Directory Solutions Team enters the data queries onto a spread sheet for each owning Openreach SP. The spread sheet is split into the following data fields:

Column Heading / Data Entered in column / Completed By
Ref Number / BTDS reference number for tracking the Data Query / BTDS
Date Received / Date received by BTDS / BTDS
Data Query Customer Name / This is the End User Name, or the directory listing / BTDS
Telephone Number / Telephone number the Data Query has been raised against / BTDS
Data Query Type / Data Query code / BTDS
End User Address / Full address details or post code of existing directory listing or potential directory listing / BTDS
Data Query Additional Comments / Comments provided by the originator of the Data Query / BTDS
Tariff / Business or Residential / BTDS
SP Name / SP provided service by Openreach / BTDS
Comment from SP / Action taken by the SP to resolve the Data Query / Openreach SP
Status / Open or Closed / Openreach SP
Response Recvd Date / Date action taken by Openreach SP / Openreach SP

The completed spread sheet is forwarded to Openreach as they are the interface with the Openreach SP.

Openreach forward the Data Query spread sheet to the respective Openreach SP.

The Openreach SP completes the required checks. The end user may need to be contacted to confirm requirements. Notes are added to the field on the spread sheet “Comment from SP” detailing the action to be taken by BTDS e.g. a number that is unobtainable should be deleted from the directory database.

The completed spread sheet is returned to Openreach via email to

Openreach will return the spread sheet to BTDS to make the necessary amends to the data.

6. Process flow

7. Data query codes and action required

Data Query Code / Description / Example Of Why Data Query Has Been Raised / Action Required by Openreach SP
DQ01 / Number Unobtainable / This Data Query will be raised when a customer receives a ceased tone or ‘Number Unobtainable’ message when the number is dialled, or they receive a recording to advise to dial another number (Caller Redirect)
The customer may have been given the number from a 118 service, and will have raised a complaint that they have paid for a number that is not available. / The data listing should be deleted if the number is no longer in use
DQ02 / Entry Not Listed / A customer has complained that a listing is not available on the directory products, and they believe it should be. This may have been raised when a customer was using the 118 services, and the 118 service could not find a number for the company the customer was requesting. / Confirm with the end user if the number should be made available to the public on the directory products.
If a listing is required, provide the customer details for the data listing to be inserted
DQ03 / Incorrect DQ / Listing built in wrong DQ/Phone Book area
This is applicable to BTDS only
DQ04 / Incorrect Tariff / A business style data listing has been given a residential tariff, or a residential style data listing has been given a business tariff.
This can impact on the availability of the data to the public on the directory products / Confirm if the listing should be business or residential tariff
Where a residential style listing is required on a business tariff, check with the end user if a business description is required. e.g. Lewis M J Plumber
DQ05 / Fax Number Only / Only a fax listing has been recorded and a main number is not available
Examples of where a FAX listing only is available can be where:
A business has changed name and the main number has updated with the new name but the FAX number has not
Where a main number has ceased , but the FAX line remains / Confirm if the FAX listing should be grouped with a main number under a new business name. Give details of the business name and the telephone number the FAX listing should be grouped with.
or
Confirm if the listing should remain under the existing company name with no main number
or
Confirm if the FAX listing should be deleted
DQ06 / Incorrect Entry Type / Listing has been input as a published listing (DE)when XD or Directory Enquiry Only (DQR) status required, or vice versa, etc. / Confirm the entry type required for the data listing, and any amendments if required to the data structure
DQ07 / Incorrect Structure / Address has been input in wrong fields; Plot addresses, listing all in caps; etc.
Where possible BTDS will correct obvious address structure errors , and Caps / Confirm address structure and if upper and lower case should be used where data has been inserted with all caps
DQ08 / Fax Not Indicated / Fax tone when number dialled but listing not identified as a fax line / Confirm if the line is used solely for a FAX line. If it is, and it is to be listed, request the data listing is annotated with the word FAX
or
Confirm if the listing will be used for Voice & FAX. If it is, and it is to be listed, request the data listings are built in a group with the number listed for voice & FAX
or
If the line is not required to be listed, request the data listing to be deleted
DQ09 / Incorrect Customer Details / Incorrect name or address details; wrong department; etc. / Confirm if the listing should be amended and provide new data listing details
or
Confirm if data listing to remain as exists
DQ10 / Change of Name / Name of individual or business has changed but listing still has old name details / Confirm the new data listing details e.g. new business name
or
Confirm the existing data listing is correct
or
Confirm existing data listing to be deleted
DQ11 / Incorrect Spelling / Directory listing data has an incorrect spelling.
Where it is an obvious spelling error the data will be corrected by BTDS e.g. most common mis-spelt words such a restaurant, veterinary etc. / Confirm with the end user the spelling
Request the data listing to be amended
or
Confirm no change is required to the listing as spelling confirmed with the customer as correct
DQ12 / Removal/ Inclusion in Group / Request to remove or add a listing from/to a group / Confirm if listings belong to the same customer and can be grouped together under the same company name. Confirm the company name
or
Confirm if a listing should be deleted from an existing group
DQ13 / Incorrect Telephone Number / Incorrect telephone number for customer; incorrect number of digits in telephone number; incorrect area dialling code e.g. 01743. / Confirm the telephone number to be listed , and the data listing details
or
Confirm the listing in question should be deleted with no further action
DQ14 / No Business Description / Business description required, e.g. to resolve ‘called in error’
This could be where there are several business listings under a personal name with no business description to identify the business e.g. Lewis M J Plumber, Lewis M J Butcher etc. / Confirm the customer has been contacted and if a business description can be inserted
DQ15 / Cross Reference Issue / Query regarding a Cross Reference, e.g. the name referred to (“see xxx”) does not exist; etc. / Confirm if cross reference should be amended or deleted

If you require any further information about managing your Data Queries or the Data Query Process please contact