The Nine motivators sit within the three cluster groups, as shown in the diagram below:




These are broad groupings and are not water-tight.

For example, the Expert does not necessarily have to be 'expert' solely at work - though this is where the general focus is.

Clearly, it is 'easier' in some senses to obtain satisfaction from work where the Motivations are all Achievement orientated: after all, work in most places is designed to produce money (the Builder), power (the Director) and expertise (the Expert); obtaining friendship (the Friend), say, or meaning (the Searcher) is usually more problematic!

The challenge for all bosses is to produce the possibility of motivating in all nine areas for all their staff.

This fault occurs due to fibre cable damage internally or on NBN network. NTD will show a solid / flashing red optical light. In this case customer will experience total connection loss. Red Optical can also be caused by any known network / infrastructure outages.


Troubleshooting:
 Check if the service is provisioned / active.
 Check for sessions on Member’s Portal.
 Reboot the NTD.
 Check if the CPE is connected to the correct Data port (Uni-D), make note of MAC address.
 Check if there is any damage to fibre lead.
 Check for known outage.
 Note down the NTD Serial Number (This is important starts with ALCLxxx)


Northern Territory POIs

Please note: Telstra POIs in the Northern Territory are managed by the NT team - they will provide you the FNN & VLANs required.

If neither John Oats or Joshua Smith are assigned to a TASK on your order, please get in touch with them for POI and VLAN allocation. 


Before raising the order in the Telstra portal you will need the following:

1. Telstra SEP (obtain from Account Manager, see SEP Process, if provided but expired then Coordinator to re-submit via Quote2Activate portal)

2. Bandwidth type, bandwidth speed and service term (obtain from Account Manager)

2. Determine Vocus Aggregation Headend ID

3. Allocate a VLAN on the Vocus Aggregation Headend - click here for VLAN spreadsheet

4. Determine what Scenario to order from Telstra (see Telstra Scenarios below)

5. Building address, Tenancy Level, Single or Multi Tenancy

6. Site contact details (Name, Number, Email address)

 


When to use a 4826 (Vocus) Telstra EA POI's

Vocus POI's are to be used for services that have to be built on the 4826 network like IP Transit, VIE, VCT. 

If you are ordering a Telstra EA tail for a service on the Amcom 9822 network like IP WAN then use the ex-Amcom POI's and ordering guide here.

For more information and scenarios, please hop over to here.

 

Vocus Aggregation Headends (AS4826)

Click here to view Interconnects Page for head ends

Click this link to allocate a VLAN on the Telstra Spreadsheet

Telstra Scenarios 

OUT OF DATE (Possible change in how we handle Scenario 2 and 6 orders, if this is still here please contact Shreyash in regards to QnQ requirements on Telstra tails if this is relevant to your order)

Customer setup requirement What to order

Untagged service

(Most Internet services, inc VBU)

Scenario 1 (One VLAN per EVC) with VLAN ID Translation

 

QinQ (Double Tagging) Scenario 2 (One VLAN to One EVC) with VLAN ID Preserved
QinQ (Multiple Tagged VLANs) Scenario 6 (Many VLANS per EVC) Untagged Frames discarded

*Please note for a Scenario 2 the customer can only double tag/QinQ if they are setup to receive a tagged service from Telstra.

If the customer wants to receive the service as untagged then other avenues may need to be explored such as installing

a Vocus NTU behind the Telstra NTU. Engineering to advise of this scenario.

--

As a good rule of thumb, Layer 3 services such as VBU and VIE are almost always Scenario One. Layer 2 services such as Metro Ethernets and Intercaps you will need to confirm the details with the customer.

 

Vocus Business Unlimited (VBU) - will always be Scenario 1 and 'Standard' bandwidth type, you can get speed and service term from the service order

 

 


Telstra Ethernet Access Step-by-step guide

Click for Step by Step with Screenshots

  1. Login to the Telstra Portal: https://portal.telstrawholesale.com.au/
  2. Click My applications then LinxOnline Ordering (LOLO®)
  3. Click Accept
  4. Click New
  5. Fill out the mandatory fields as well as the Service Provider Ref which will be the RITM number, but remove the "R
  6. For Work Type Category select Ethernet then for Work Type select New Ethernet Access Service
  7. There is a free text field in the left corner to add any relevant notes, once finished click Add on the bottom right to continue
  8. Click Next
  9. This section is where the details of the service are selected, generally for a new site you will need to order an Ethernet Access UNI and a Ethernet Access EVC.
  10. Click Add Product
  11. For Product Type select Ethernet Access then for Product select Ethernet Access UNI
    Enter all mandatory fields Site Name for EVC reference should be the Vocus Circuit ID
  12. Click Add Product then Back
  13. Review all the information you have entered for the UNI to ensure it is correct
  14. Click Add Product
  15. For Product Type select Ethernet then for Product select Ethernet Access EVC
    Does A-end UNI exist select Yes-A-end Aggregration UNI exists
    A-end Full National Number - type the Vocus Aggregation Headend ID
    Does B-end UNI exist select No- UNI part of this request
    EVC Type select EVPL- Service Multiplexing
    Service Bundling select the option as per the desired scenario
    CE-VLAN ID Preservation select the option as per the desired scenario
    A-end Single CE VLAN ID type the VLAN you allocated
    B-end Untagged Frames select the option as per the desired scenario
    Multiple VLANs or VLAN Range  type the VLAN IDs you allocated (only relevant to Scenario 6)
    L2 Control Protocol Handling select Discard
    MTU Size select Standard (1596 bytes)
    MAC Address Limit select 50 (default)
    Class Of Service (COS) select this as per the Telstra quote provided by sales
    For the COS PIR select the appropriate speed from the drop list against the relevant bandwidth type
  16. Click Add Product then Back
  17. Review all the information you have entered to ensure it is correct then click Next then Submit
  18. Take note of the Telstra Reference number and enter this into your Service Now ticket

 


Updating Service Now:

  In service now, if you move to the "Item Details" tab and go to the build options where you would normally tick "Fibre Build Required", make sure "3rd Party Tail" is ticked as an option. Select "Ethernet" and this should bring up a number of fields as per below, the fields will be empty.

 

Navigate to the "Provisioning" area of your LOLO ticket which can be found along with "Modify Order" and "View", you will see an EVC and a UNI as well as a label in the format of N#######Q. Copy each of these and place them into the corresponding fields, mind that "Provider ID Tail End" corresponds to the UNI ID (this is the circuit Telstra gives for their equivalent of a DKF) while the Carrier EVC ID refers to Telstra's version of a Circuit ID (as such you should you use this reference for any Telstra config requirements). 3rd Party VLAN refers to the VLAN we've advised Telstra in LOLO and placed in our Telstra Interconnect Spreadsheet. The rest is pretty much as above, obviously set the speed as the customer's service speed.

If you don't do this it makes Supports job really hard as they need these details in order to raise faults with Telstra.

 


VBU Process - Telstra Ethernet Access Standard Fibre

 

Before raising the order in the Telstra portal you will need the following:

  1. Telstra Wholesale Quote (obtain from Account Manager, this will include: bandwidth type,bandwidth, speed and serviceterm)
  2. Determine Aggregation Headend ID
  3. Allocate a VLAN on the Aggregation Headend (VLAN has to be between 500-3094) (VBU Requires only 1 Vlan)
  4. Building address, Tenancy Level, Single or Multi Tenancy
  5. Site contact details (Name, Number, Email address)

 

  1. Login to the Telstra Portal: https://portal.telstrawholesale.com.au/
  2. Click My applications then LinxOnline Ordering (LOLO®)
  3. Click Accept
  4. Click New
  5. Fill out the mandatory fields as well as the Service Provider Ref which will be the RITM number, but remove the "R
  6. For Work Type Category select Ethernet Access then for Work Type select New Ethernet Access Service
  7. There is a free text field in the left corner to add any relevant notes, once finished click Add on the bottom right to continue
  8. Click Next
  9. This section is where the details of the service are selected, generally for a new site you will need to order an Ethernet Access UNI and an Ethernet Access EVC.
  10. Click Add Product
  11. For Product Type select Ethernet Access then for Product select Ethernet Access UNI
    • QIC Ref - SEP REF
    • Site Details - As per RITM
    • Deliver Point Type - As per RITM
    • Site Name for EVC - RITM REF
    • End Customer Name - As per RITM
    • Site Details - As per RITM
    • Service Term - As per RITM
    • Availability/Access Type - 99.90% Single Uplink
    • Interface - As per service speed - 100Base TX or 1000 Base LX this should be on the Service Order. 
    • Duplex Type - Full Duplex
    • Auto Negotiate - Enabled
    • Internal Site Cabling Required - Yes - Telstra to Supply
    • Power Supply - AC Power
    • Service Multiplexing - Yes - EVPL Service
    • Service Assurance - Business Plus (Default)

 

  1. Click Add Product then Back
  2. Review all the information you have entered to ensure it is correct
  3. Click Add Product
  4. For Product Type select Ethernet then for Product select Ethernet Access EVC
    • Does A-end UNI exist select Yes-A-end Aggregration UNI exists
    • A-end Full National Number - POI FNN (Aggregation Head-end)
    • Does B-end UNI exist select No- UNI part of this request
    • B-end UNI Site Name Reference - Customer Name
    • EVC Type - EVPL- Service Multiplexing
    • Service Bundling – One to One (One VLAN to One EVC)
    • CE-VLAN ID Preservation – No- Translated (VLAN between 500-3094)
    • A-End untagged Frames - Discard
    • A-End Single CE VLAN ID – 1 x Assigned VLAN (VLAN ID has to be between 500-3094)
    • B-END Untagged frames - Accept
    • L2 Control Protocol Handling - Discard
    • MTU Size - Standard (1596 Bytes)
    • MAC Address Limit - 50 (default)
    • Class of Service (COS) - Single COS – Telstra Ethernet Access Standard Fibre
    • [TW Fibre Flavour] COS PIR - Service Speed as per APDS
  5. Click Add Product then Back
  6. Review all the information you have entered to ensure it is correct then click Next then Submit

 


Tracking your Telstra Order

Once you have submitted your order and recorded the Telstra Reference number you can track your order online.

  1. Login to the Telstra Portal https://portal.telstrawholesale.com.au/
  2. Click Ordering then under Ordering Documents section click the latest uploaded spreadsheet - This will be in format of "VOCUS FIBRE Data Delivery Status Report DATE.

Please note it may take a couple of days for your order to show up in the spreadsheet as the order needs to be assigned to a co-ordinator to validate and accept. If it has been a few days and your order is still not showing up please search for your order in LOLO as it may have been rejected and requires your attention. Telstra rarely email you directly to advise if has been rejected.

This form is more up to date than LOLO itself, when you bring up the spreadsheet simply search for your Lolo Ref, it will be found in the form of "PL#########". As well as dates you will also be advised of the Project Manager assigned to your job. If you really need new information you can call them and ask for where the order is at, they'll give you more detail than any other form of documentation. It's always best to take their word with a grain of salt as they tend to be quite liberal with saying things such as "I think this will be done faster than the completion date." - It's best to stick to the Appointment Date as much as possible as Telstra will sometimes put components on hold if they have the time to do so. IE, they will a have splicing done 2 weeks before the Completion date and will then put of NTU install by a week.

To help you better understand the Date fields in the spreadsheet please see below:

Appraisal Achieved Date: Telstra co-ordinator has validated and accepted order

Design Achieved Date: Site survey date

External Construction Achieved Date: As per title

Installation Achieved Date: Telstra NTU has been installed

Activation Achieved Date: Telstra configuration has been completed

 


Modifying your Order

In any situation in which any details need to be clarified or any changes occur with any address/configurations/contact details etc. If you need to advise Telstra of any single detail, no matter how small, you need to submit this as an update in the LOLO ticket itself, even if you've called Telstra and advised over the phone or emailed them.

If you do not do this you will risk having your order delivered incorrectly or withdrawn.

In order to do this, access your LOLO ticket by searching either the Service Provider Reference given when you lodged the order (generally the RITM, possibly the CID) or the Telstra Ref. 

In the order: Select the modify option below the service details, this should bring up another window. Fill out the details as required.

Reason: (Note that "Customer" refers to Vocus and "User" refers to the customer.) Generally speaking whichever you select doesn't really make a difference so just choose what you feel is most relevant.

Notes: Start with "Hi Team," and explain what needs to be modified. E.g. "Hi team, please be advised that this service will be terminating on Level 1 Suite 6."

If you had an SEP with a different address than what the customer advised (this can be a common issue), please clarify to Telstra that we will need to proceed without an SEP, otherwise they'll point out this discrepancy and this will cause unnecessary delays as you will have to modify the order an additional time. E.g."Hi team, please be advised that this service will be terminating on Level 1 Suite 6. Please proceed without the given SEP to this location." - It is always best to try to pre-empt further questions Telstra may ask such as this to avoid unnecessary delays, as such you should try to add as much detail as possible.

SP Contact Name *: Your name or the name of the Co-ordinator who is managing this order.

SP Number *: Your number or the number of the assigned Co-ordinator.

Now hit "Ok", this will close the window and bring you back to the "Service Request Summary"

Click "Update" on the bottom right of this page. Not doing so will not save your modification - If you leave this page without doing so your order may be withdrawn or delayed.

This will take you back to the main Lolo page, for good measure bring up your LOLO order once more and check "Request History" on the left, your modification should appear on the bottom. If it does not then you should submit the modification again using the above instructions. Your order should Change from it's previous status into "Under Assessment" or something along those lines. It will take somewhere between 3-5 days to have this checked.

If you get a call from Telstra asking for any details and you have the information on hand:

Please advise the Telstra operator that you will update the ticket while you are on the phone with them (by following the instructions above), this way the Co-ordinator will be able to pick up any updates immediately rather than having your modification sitting in a queue awaiting assessment. This saves a fair amount of time. If you are emailing Telstra you can do the same thing, advise them via email that you've updated the ticket with the details.

Config Change Deadline (VLANs, Head-End, Speed Changes etc.)

Make sure that you get any modifications for configurations as soon as possible. Telstra is pretty dumb with stuff like VLAN and head-end configurations in that once they have gotten past a certain point of the order they will not accept any modifications to the service and these will need to be done via a Config EA ticket that can only be raised after the services completion. This includes any changes to the config, and due to the timeframes of configuration modifications after a service delivered you will delay your order by up to a week if you can't get config modified before this point.

I honestly have no idea why Telstra can't change a VLAN a few weeks before the delivery of a service but no amount of escalations will allow this to be done.

If you are in this situation, you will need to wait for the completion of your order - Note the EVC ID, this can be found both in the completion notice as well as the provisioning tab in the original service RITM. Provide this EVC ID and add the details of the required changes while adding the product.

Critical: To avoid any delays, if the customer's service is not being used and is dependant for a change to configurations for them to use this service:

 - After you've added the products and just before you hit submit on the order go to Request Notes and add.

"Please note that this service is not being used by the customer, please note that no cut-over time is required and please proceed with this change as soon as possible."

 - If the customer is using the service but you still need to change configurations on the service please note that Telstra will require a minimum of five business days to arrange cutover.

 


Communicating with Telstra and Escalations

Note: Do not under any circumstances advise the customer of any contact details that come from Telstra (Including Hunt Lines, Group emails and personal Emails).

In the above section: "Tracking your Telstra Order" - We cover how to get updates from Telstra using the Spreadsheet and how to call the Telstra PMs. Each Telstra PM has their own mailbox that is not listed, however these always come in the form of:

This email address is being protected from spambots. You need JavaScript enabled to view it. (e.g. This email address is being protected from spambots. You need JavaScript enabled to view it.)

When you are emailing them it is generally best to CC in WCO.Data.Delivery@ telstrawholesale.com and the Vocus AM.

Alternatively you can also contact their hunt number:

1300 897 378 - Options 1, 2 - Give the co-ordinator your LOLO Ref and make sure you are not looking at the order (only one person can do this at any time).

 - This is only really a good option if you don't know who the PM is yet since the people who answer this phone tend to know little more than we do.

You can also email them for updates, this is a great option if you can't get ahold of the PM, for any non-urgent queries and for anything where you would be best explaining or asking via email.

WCO.Data.Delivery@telstrawholesale.com

Under no circumstance is our customer or the end customer to communicate directly with Telstra, any of the PMs from Telstra or even their hunt group. The customer's sole contact from Telstra should be the contractor Telstra is using to deliver the service.

 

Escalating with Telstra can be quite fickle, as they will only escalate for a few reasons and will not hesitate to reject your escalation should it not meet their criteria, these reasons include:

 - If Telstra has failed to meet a deadline due to a reason that is explicitly their fault (so this doesn't include instances where our details are incorrect or the end customer has caused delays).

 - In Life-threatening circumstances (I actually don't have an example for this)

 - Military or Government orders.

Basically you can only really escalate if Telstra has obviously made a mistake. In this case sometimes your PM from Telstra will escalate this for you, but you should always email their escalations mailbox regardless to make sure this is done (and so you have written record of chasing up Telstra yourself.)

TWServiceEscalations@telstrawholesale.com

You should receive confirmation if an order has been escalated once you email this mailbox. Generally the result of this will be a faster completion date for the service. Any communications with Telstra via email regarding an escalated order should be sent through to this mailbox.