verigate – finding a good address csi – customer service...

Understanding TOOLBAR

Verigate – Finding a good address

CSI – Customer Service Inquiry

Loop Qual – Looking for loop length in order to provide DSL service

Choose Neustar LSR/ToolBar-Web-LEX/EBTA to gain access to ToolBar

Choose: ToolBar Access via Dedicated Circuit

Click the Telephone to Log on to Web Toolbar.

Enter: Username & Password to Logon

• E-Bond Trouble Admin- Used by NCC & UNE-L to report trouble to AT&T.

• USOC Search Tool- Used to search by USOC or Feature description.

• Verification Gateway: Used to validate Addresses and display CSI’s, determine loop lengths for DSL, check features for service availability, review orders, display directory listings.

• LEX- Used to place orders to AT&T.• Options- Used to take off text on ToolBar icons.

Choose Verification Gateway

Validating an Address. Choose “Numbered”.

Fillin

appropriateblanks

This is an example of a “good address”. Anytime you type an order for service the address in

your order must match this address exactly. Absolutely no

exceptions.

There are 3 flags that you must watch for. This address has none.

Working Service on Premises (WSOP)

If you see this flag, there is already at least one active loop at this location. This may

complicate the installation/order process.

1. If the customers intention is to have multiple lines active at this location, document your

order to show that the customer is activating additional service at a location that already has active service. Also discuss with the customer

how this will affect inside wiring.

2. If the customers intention is to only have one service active at this location find out why

there is a WSOP indicator. Sometimes the customer just moved into the location and the old resident has not disconnected service yet. Maybe the customer has been suspended by

their old provider. Regardless, the existing loop must be disconnected before NTS installs it’s loop. If the customer is unwilling to assist with

this then you may place your order but you will need to document your order to show that the

customer is activating additional service at a location that already has active service. Also discuss with the customer how this will affect

inside wiring.

SAG Information Only

If you see this flag, there is a strong possibility that this is a location that has never had

AT&T phone service before. AT&T will not allow NTS to activate a loop to the

location without the following information:

1. A nearby TN (telephone number). You will need to provide an active landline telephone number that is in close

proximity to this location. Phone numbers that are VOIP or with other facility based

providers cannot be used.

2. Driving or walking directions from the nearby TN to this address.

Since this location has probably never had phone service before you should also

warn the customer that there is a small possibility that installation may be delayed beyond the normal installation time frame.

This is because of a possible lack of facilities.

Owned Wiring Indicator

If you see this flag, NTS will not be able to offer any services to the prospect. This indicates that

another telecommunications provider has exclusive access to this location. This will only

occur at a few select apartment complexes.

There is an apartment complex that NTS cannot service because of owned wiring however you will

not find an Owned Wiring Indicator. This is the Preserves at Prairie Point in Lubbock.

Reading a CSI. Choose “CSI Inquiry”

Select “Both-CSI Plus Listings.”

ATN will list all WTN’s that are billed with the

selected ATN.

Input the TN that you wish to inquire about.

After you have an agreement with the

customer to pull their records you may check yes to retrieve the CSI.

Click Consolidated CSR and it will bring up all lines associated with the BTN.

Or, if only one TN is found, you may click the ANI itself.

ATN - Account Telephone Number. This is the master billing telephone number

(MBTN) for the customer. If you are looking an individual CSI, this is the same as the WTN that will be found later in the

CSI.

CS - Class of Service. This is the type of phone line that the customer has.

Common residential classes of service are: 1FW, WRQ, XRU, LL4, 1MW.

Common business classes of service are: 1FL, 1BH, WBQ, XBU

End User Name - Customer name

BN1 - Billing Name. This is who AT&T bills for the ANI. If you find the name of a local phone provider here, the customer

is being resold to that provider.

LN and LA - The directory listing for the ANI. DNL indicates a dual name listing.

DNP indicates non-published.

Individual WTN CSI Example

WTN – Working Telephone Number.

LPIC and PIC – This will show you the customers inter and intra lata PIC

codes.

Under the Feature Information Section you will find a complete list of the WTN’s features and restrictions.

Restrictions Key:

TBE A – No collect or third party

TBE B – No third party

TBE C – No collect

CREXN – 900/976 restriction

If the customer is, or has been under a contract, you will find this here as well.

This is the service address for the WTN. It is the verigated address.

The directory listing for the WTN may also be found at the bottom of the CSI.

The Listing Type will indicate if the number is published.

Listing Type 1 – Published

Listing Type 2 – Non-Listed

Listing Type 3 – Non-Published

We have looked at an Individual CSI. Now lets look at a CSI with multiple

WTN’s.

The record type will indicate the type of listing.

First Letter: L – Local, S – Secondary, F - Foreign

Second and Third Letter: ML – Main Listing, AL – Additional Listing, AU – Alternate User Listing

Multiple WTN’s CSI Example

ATN - Account Telephone Number. This is the master billing telephone number (MBTN) for the

customer.

LN and LA – This will show you the directory listing information for

the MBTN only.

Directory Delivery Section – This will show you how many

directories this customer will receive when the annual delivery

occurs.

Here at the Service and Equipment Section you will find service specific

information regarding the MBTN, and every WTN associated with it.

The first WTN is 806 748 0821. All of the information shown here is

related to this WTN only.

The inter/intra lata PIC code and the name of the long distance

provider are found here. The letter indicator to the far right will indicate

if there is a PIC freeze. “L” indicates a freeze, “S” indicates

none.

Notice also the Hunting indicator. This indicates that this WTN is part

of a hunt. Further in the CSI you will see the hunting sequence, and a list of each ANI that is part of the

hunt.

One last point of interest is the contract (term agreement).

Second WTN, 806 748 0943. Also, part of the hunt.

This line has restricted usage sensitive features.

RCU:

AR- Auto Redial

CR – Call Trace

COT – Call Trace

TWC – Three Way Calling

Third WTN, 806 748 1133. Also, part of the hunt.

Fourth WTN, 806 794 2525, part of the hunt. This is also the

MBTN.

Notice the Call Forwarding Busy/Don’t Answer feature. The

number to which calls are forwarded to is shown, as is the ring cycle. With a hunt line this

usually means that Voicemail is also on the line.

Here you will find the hunt sequence.

That’s it.

Now let’s look at one last type of CSI that you will encounter on occasion.

Wholesale CSI Example The class of service for a Wholesale CSI will always be

WRQ, WBQ, XRU, or XBU.

These types of CSI’s will not show you any of the calling features

that a WTN has.

You may still see the restrictions that the WTN has. But the location and format will be

different that a traditional CSI.

Key:

TB A – No collect or third party

TB B – No third party

TB C – No collect

TB D – Toll Restriction

TB M – 900/976 Restriction

Location for the restrictions

“Pulling a Loop Qual”This is used for determining ADSL availability. This will show you the distance of a

potential customer from the DSLAM located at the AT&T End Office.

There are 2 ways to initiate this process.

Under Loop Qualification

Inquiry select Actual Data.

If the customer has

a WTN with AT&T or an

AT&T Reseller…

follow the first process

shown here.

Select Actual Loop Qualification on existing service.

Then type in the customer’s WTN.

Click Retrieve Loop Qualification

That is it. We will examine how to read the loop qual a little later. Now let’s look at the 2nd way to initiate this process.

If the customer does not have a WTN with AT&T or an AT&T Reseller you will need to validate the service

address.

Then select “Click Here For Menu”.

Then select Actual Data.

Select Actual Loop Qualification by Address

Click Retrieve Loop Qualification

That’s it. Now lets look at the loop qual itself.

First confirm that the end office that services the address is DSL capable. This

will be done by utilizing LERGS and the End Office List.

Second, check the “Equivalent 26 Gauge Loop Length” field. It will show you the loop

length. If the length is under 30,000 ft the prospect can activate DSL (except Tank

Farm End End Office, there it must be below 17,500 ft).

Unfortunately, the hard truth is that every loop length is suspect. These are never

exact and sometimes they are off significantly. There are various factors that

contribute to this which are too numerous to discuss properly here. Experience and

intuition will ultimately be your best help with handling these situations.

1st

Continued on next page…

2nd

Third, the “Loop Medium Type Code” and “Loop Medium Code Distribution

Area” fields are very important. Regardless of the loop length found

earlier, this can disqualify a prospect from getting DSL. You will need to

look for a letter indicator to the right of either field.

Key:

A – Good for DSL

B – Cannot get DSL (Pair Gain)

C – Might be able to get DSL (Pair Gain Possible)

D – Cannot get DSL (FTTC)

E – Cannot get DSL (Digital Line/Multiplexer)

No Letter – Might be able to get DSL (Pair Gain Possible)

Continued on next page…

3rd

Since loop quals are not an exact science, you must warn every customer that places an order for DSL that there is a small possibility

that NTS will not be able to fulfill their request and we will not know this until we attempt to work the order. Inaccurate loop quals, pair gain,

remote terminals, are just some of the things that can come up.

One last thing. If you do not find a loop length on your first attempt, pull another but use “Archived/Actual Design Data”. If this one is also missing a loop length then you will have to measure the distance

manually.

2. Loop Length –Must be under 30,000 ft (Tank

Farm E/O in Wichita Falls must be under 17,500)

3. Look for a letter on either Loop Medium Type Code or Loop Medium Code Distribution Area

A – Good for DSL

C – Maybe

No Letter – Maybe

B – Not good for DSL

D – Not good for DSL

E – Not good for DSL

1. Confirm End Office is DSL capable by checking LERGS and

referencing End Office list. DSL

Availability

Updated 10/16/07 Reviewed by Janis Mackey 10/15/07

If you cannot pull up a CSI, there is another way to find directory listing information for a WTN.

Choose “Directory Listing Inquiry”

Select the service center default of TX.

Input the TN that you wish to inquire about.

After you have an agreement with the customer to pull their

records you may check yes under “Letter of Authorization

on File”.

Click “Retrieve DL Info”

Here you will find the directory delivery address

and the number of directories the customer will

receive when the annual delivery occurs.

Here is the detailed listing information. Similar to the CSI format the Listing Type will indicate if the number is published and the Record Type will indicate the type of listing.

Feature/Service Availability

Choose “Feature Inquiry”

Feature Inquiry

• Select type of service.• Select Resell for Market always.• Add WTN, NPA/NXX, or LST

• Caller ID on Call Waiting (NWT) is not available in this area.

• Also, keep in mind. NTS does Not offer all features AT&T does.

Choose “USOC Search Tool”

To search by USOC: Enter feature code

Select the regionSubmit

the search

• USOC, Region, and State are from previous screen.• Product Description describes the USOC.• FID (Field Identifier Code) I.e.:/CFN.• LSR is not populated.• Requisition type: E -Resale, K -Circuits, M -UNE, T -DID & PBX Resale, W -

DID & PBX UNE, Y -ISDN PRI UNE, or Z -ISDN PRI Resale.• TOS (type of service)• Special Indicators are U- USOC or F -FID.• Status should be Y -Valid.• Conditions required for a USOC or FID.• Indicates what type of feature.

Enter Product

Select the region

Submit the search

To Search By Description

• USOC: displays the Universal Service Order Code• Product Family: displays the family it falls under• Product Description: Describes the product• FID (field identifier code)• FID usage-R=required C=conditional O=optional• Requisition Type: see previous slide• TOS-type of service• Special Indicators- U=USOC L=line assignable USOC F=FID• Valid Values-Y=Valid for ordering• Conditions• Line Feature

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