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High-Level Maintenance & Repair Overview

High-Level Maintenance & Repair Overview. Feature Verification. Customer. AMSC/ CRSAB. RCHC. MLT. RCE. WFA/C Work Force Administration. LMOS Loop Maintenance Operating Systems. DSC. RCMAC. CORAC Central Office Resource Allocation Center. WFA/DI

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High-Level Maintenance & Repair Overview

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  1. High-Level Maintenance & Repair Overview

  2. Feature Verification Customer AMSC/ CRSAB RCHC MLT RCE WFA/C Work Force Administration LMOS Loop Maintenance Operating Systems DSC RCMAC CORAC Central Office Resource Allocation Center WFA/DI Work Force Admin. Dispatch Inside WFA/DI Work Force Admin. Dispatch Inside Complx Trnsltns Central Office Technician CloseTicket CloseTicket WFA/DO Work Force Admin. Dispatch Outside WFA/DO Work Force Admin. Dispatch Outside LRAC Load Resource Allocation Center. Outside Technician Non-Designed Resale Designed Services & UNE’s Qwest Repair Process Switched Services Non-Designed Switched Switched Services CEMR/ MEDIACC Non-Designed Non-Designed Designed Designed Non-Designed Features Designed Non-Designed Switch Screener Manual/Automated Non-Designed Designed Non-Designed Designed Non-Designed December 14, 2001

  3. Qwest Repair: Trouble Ticket Initiation • A Trouble Report may be opened through: • QCCC (within 48 hours of service order completion for Coordinated Cuts on unbundled loops) • ISC (within 72 hours of service order completion) • Electronic Bonding (CEMR or MEDIACC) • AMSC (Designed Services and UNE’s) • RCHC (Resale of Non-Designed Services) December 14, 2001

  4. Qwest Repair: Trouble Ticket Initiation • A valid Trouble Report should include: • Telephone number, Qwest circuit ID, or 2/6 code of service in trouble • Location or address of service • Detailed fault condition and trouble description, including test results • CLEC’s contact name and telephone number • CLEC’s trouble report or tracking number • CLEC’s local contact names and telephone numbers • Hours of Access to the end-user premises • Authorization to test, if appropriate • Authorization to dispatch, if appropriate • Identification of a life threatening situation • Identification of a chronic service problem December 14, 2001

  5. Qwest Repair: Trouble Ticket Closure • Trouble Report Closure: • Non-Designed Circuits: • The Qwest employee that resolves the trouble closes ticket • For manually reported troubles, an attempt will be made to contact the customer (CLEC) • Closure of the ticket in LMOS will cause automatic notification for electronically initiated (CEMR/MEDIACC) tickets via facsimile, e-mail, or both • Designed Circuits: • The DSC Technician in the DSC closes the ticket • The DSC Technician will attempt to respond to the customer (CLEC) • The ticket will be held for 24 hours before it is closed if the customer (CLEC) cannot be reached • Closure of the ticket in WFA will generate automatic notification for electronically initiated (CEMR/MEDIACC) tickets via facsimile, e-mail, or both December 14, 2001

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