Dispatch Reduction Initiative: Missed FECO Opportunities November 15, 2005

1. Dispatch Reduction Initiative: Missed FECO Opportunities November 15, 2005

2. Dispatch Reduction Initiative Reduce Dispatch Out Rate • Improve FECO Compliance • Maximize TRG saves • Maximize auto-script opportunities Reduce Ineffective Dispatches • Minimize Found OK’s • Minimize Multiple Dispatches • Minimize No Accesses • Minimize Repeats

3. FECO “Front End Close Outs” A FECO “Front End Close Out” opportunity occurs after a repair rep follows proper TAFI scripting at trouble receipt and obtains a specific MLT loop test that indicates the line is ok or isolates the probable cause of trouble to the customer’s CPE equipment. When this specific condition occurs, TAFI flags the trouble ticket as a FECO candidate. The recommended course of action for the repair rep is: • Encourage the end user to accept a FECO – TOK if the line tests ok at time of trouble receipt, or • If a CPE problem is detected at trouble receipt, walk the customer through premises trouble isolation procedures and close the ticket without creating an unnecessary truck-roll.

4. FECO Compliance

5. So why is Wholesale FECO compliance significantly lower than BellSouth Retail …….and what can be done to improve it? • No consistent trouble isolation approach among CLEC repair personnel? • CWINS Center not allowed to contact a CLEC’s end user customer when re-screening trouble tickets? • Are there other issues that could impact this?

6. Importance of Effective Isolation Procedures • Most end users do not understand telephony. Consequently, isolation procedures are confusing. As a result, troubles may not be resolved effectively • Repair personnel may not be consistent when giving isolation instructions. End users get confused/frustrated when given different instructions by different repair reps • Many new/varied types of equipment in the home that may not be effectively addressed in operating procedures

7. Defective Equipment Isolation • If there is defective equipment, ineffective dialogue with the end user can reset the equipment which can restore dial tone or eliminate noise – but maybe only TEMPORARILY • If the defective equipment has not been properly isolated and removed from the line, the customer can experience the problem again • This results in: • Frustrated Customers • Repeats • Subsequent Calls • Ineffective dispatches • Until you permanently remove the defective equipment from the line, the problem will recur!

8. Common Problems Caused by Equipment Modems: • Can remain open like a phone off the hook. This causes the line to seize and can cause a short resulting in NDT condition for the customer. • Can remain open with the Internet Service Provider (ISP) which does not release the modem causing NDT or noise.

9. Common Problems Caused by Equipment – Cont’d Cordless Telephones: • Unclear/garbled speech caused by being too far from the base • Weak batteries can affect the ability to correctly dial out • Damaged due to power surge or physical damage resulting in seizure of telephone line causing NDT. • Touchtone pad becomes defective and does not correctly dial out • Antenna broken/damaged causing problems with the signal being correctly generated and received by the base station to the handset.

10. Common Problems Caused by Equipment – Cont’d Burglar Alarms: • Non - monitored burglar alarms may be hardwired to the Network Interface and have no test jack. • Monitored burglar alarms are required to have a jack • Jack is located near or on the burglar alarm panel in a closet or utility room.

11. Common Problems Caused by Equipment – Cont’d Satellite Dishes and Pay-per-View: • Equipment can be plugged into a telephone jack • Power surges can damage this equipment • Age and corrosion can damage this equipment causing static or NDT.

12. Common Problems Caused by Equipment – Cont’d FAX Machines: • Can remain open like a phone off the hook causing a line seizure • Power surge can cause a line seizure resulting in NDT

13. Common Problems Caused by Equipment – Cont’d Answering Machines • A power surge can damage the machine and it cannot be reset or repaired. • Can cause the line to remain open like a phone off the hook causing a line seizure resulting in a NDT condition. • With a malfunctioning digital answering machine incoming callers may hear a fax-like tone or shrill noise instead of the greeting.

14. Recommended TAFI – FECO Procedures • TAFI prompts you to ask your end user if the trouble is on all phones. • An accurate answer to this question will aid in: • Choosing the correct TAFI flow • Giving the correct isolation procedures • Increases the probability that the customer’s service will be restored without delays

15. Recommended Isolation Procedures If problem is on all phones/equipment • Encourage the customer to check the network interface first. • Checking the ONI/INI first immediately isolates the problem to BellSouth or the end user. • If the problem can be isolated to the malfunctioning CPE, removing it from the line will solve the customer’s problem. • Wait at least ONE (1) minute before checking for dial tone/noise and not 5 or 10 minutes or more. This allows time for dial tone to recycle from the Central Office.

16. Recommended Isolation Procedures If problem is NOT on all phones/equipment • Walk the customer through whenever possible • Request customer unplug non-working phone/equipment and reconnect in a working jack. • If phone/equipment works in the new jack, the problem is with the old jack or wiring • If the phone does NOT work in the new jack, the phone/equipment is defective and should be repaired or replaced.

17. Benefits How will an increase in Front-End Closeouts benefit you? • Can reduce the frequency of subsequent calls • Fewer “found ok” or “test ok” troubles • More effective dispatches • Decrease in repeats • Decrease in Maintenance of Service Charges • Better customer service

18. Questions