Field descriptions—Ticket Customization window

ADL

Select this check box if your customer reports the same trouble on more than one telephone line. If there are just one or two numbers, type the additional number(s); otherwise, type ALL LINES.
Example: 555-2222.

 

An additional line is defined as a non-primary line, the 2nd, 3rd, etc., line at the same PREMIS address. The same PREMIS address also means the same property location.

Additional lines can be:

They can be for:

SO

Indicates the service order activity detected in the last 30 days, which may be related to a reported trouble. Based upon your previous selections, the system displays the service order and due date.

Select this check box if you detect a service order that is related to the reported trouble. If you select this field,  enter the service order and due date.

Examples:

Alternate Provider

If you are a CLEC, your company name. Example: Easy Phone Co.

(YRD-Y) Clear Access to Network Interface Box

Select this field if the technician has clear access to the customer's yard and/or network interface box [demarc]. If clear access to the network interface is not available, leave this field blank and select YRD-N or Call Before Dispatch.

Single dwelling homes and businesses - the network interface is usually on the outside of the building near the customer's electrical meter. However, it may be installed inside the building [e.g., garage, basement, or utility closet].

Small complexes (like strip malls or duplexes) - the network interface may be located in a wall terminal attached to one of the buildings.

Large complexes (like apartments, office complexes, trailer parks, shopping malls)  - the network interface is usually in an inside terminal [IT], which feeds the entire complex.

(YRD-N) Restricted Access to Network Interface Box (what type)

Select this field if there are restrictions or instructions on how or when the technician can gain access to the network interface. (You can also select this field in conjunction with Call Before Dispatch.) If you select Other as the type of restriction, be sure to fill in the new box that appears when you click Accept. Examples include:

Possible Crossed Line

Select this field if the customer reports trouble that might be related to crossed lines—for example, if the customer can hear and/or talk to other people on their line. Try to obtain the number of the line that the customer's line seems to be crossed with. If the customer knows the number, type it in the field. If they don't know the number, type UNK NBR.

Called Number

Select this check box if the customer can't call a specific number, and type the number in the field.

Call Before Dispatch (Time needed to meet tech)

Select this check box if the technician needs to call the customer—for example, to arrange access to the network interface. Type the date and time the technician is to call.

Different Premise Address

Select this field whenever the customer reports trouble with their Different Premise Address (off premise extension). Enter the address experiencing trouble.

Medical Emergency

Select this field whenever the customer reports trouble and states or implies that there is a medical emergency in the home of the reported telephone number. Some examples include: Infant on Monitor, Life Support Systems, Life threatening emergencies, etc.

Spanish Speaking

Select this field if the customer speaks only Spanish or prefers to speak Spanish.

Call Forward

Select this check box if your customer wants to forward their calls while the problem is being repaired. To arrange for forwarding their calls, click Backup, click Activations, and then (in the Request part of the window) select Add, type the call-forward number, click Submit Answer, and then click Continue

Be sure to enter the call forward number exactly as dialed by the customer (i.e., 7 or 10 digits for Local or Cellular, or 11 digits for Calling Party Pays Cellular). You can type the numbers with or without hyphens and parentheses.

Made idle (removed make busy)

Select this check box if the customer previously had their line busied out and now wants the make busy removed [idled]. You must also notify a screening consultant to have the line made idle. To remove the make busy, click Backup, click Activations, and then (in the Request part of the window, select Make Busy, click Submit Answer, and then click Continue.

Made busy

Select this check box whenever you offer and/or the customer wants their line busied out while it is being repaired. When the reported number is dialed, calling parties receive a busy signal or hunt to the next available line. To make the line busy, click Backup, click Activations, and then (in the Request part of the window, select Make Busy, click Submit Answer, and then click Continue.

Extension

If the telephone number has an extension, type it here.

Additional Information

Type any additional information that may assist downstream departments in resolving the reported trouble more quickly. (At times, the field is filled in automatically.)