high-level maintenance & repair overview
DESCRIPTION
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 - PowerPoint PPT PresentationTRANSCRIPT
High-Level Maintenance & Repair
Overview
December 14, 2001 2
Qwest Repair ProcessCustomer
LMOSLoop Maintenance Operating Systems
WFA/CWork Force
Administration
DSCScreener
Manual/Automated
RCMAC
Central Office
TechnicianLRAC
Load Resource Allocation Center.
WFA/DO
Work Force Admin. Dispatch
Outside
WFA/DIWork Force Admin. Dispatch Inside
CORAC Central Office Resource
Allocation Center
WFA/DIWork Force Admin. Dispatch Inside
WFA/DO
Work Force Admin. Dispatch Outside
Outside Technician
CEMR/MEDIACCRCHC
AMSC/CRSAB MLT
Close Ticket
Close Ticket
Non-Designed
Non-Designed
Non-Designed
Non-Designed
Non-Designed Resale Designed Services & UNE’sSwitched Services
Switched Services
Non-DesignedDesigned
Designed
Designed
Designed
Designed
ComplxTrnsltns
Non-DesignedFeatures
Non-Designed
Switch
RCE
Feature Verification
Non-Designed
Switched
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