Field Descriptions - Submitting a Broadband Trouble Report

Circuit ID

The ID of the circuit for which you want to create a trouble report. The format of the Circuit ID depends on the circuit ID you select.

 

Tracking Report Information

Customer Report ID

The ID number of the customer report. This field can have a maximum of 15 alphanumeric characters.

 

Priority Information

Perceived Severity

The severity of the problem. The three options from the drop-down menu are Affects Service (default), Out Of Service and Service Not Affected. Select the option that matches the severity of the problem.

Once you submit a trouble report with a severity level selection you can not change the level. For example, if you submit a ticket with perceived severity Out Of Service, you cannot modify the severity to Affects Service or Service Not Affected.

Public Safety Hazard

Whether the trouble poses a threat to human life or safety such as downed lines, arcing. Select Yes or No from the drop-down list. The field displays No by default. This is a mandatory field.

 

TSP Priority

The TSP Priority of the circuit.

Telecommunications Service Priority (TSP) is the regulatory, administrative, and operational system which authorizes and provides priority treatment in the provisioning and/or restoration of National Security Emergency Preparedness (NSEP) telecommunications services. NSEP Service refers to telecommunications services that are needed to maintain a state of readiness. They are used to respond to and manage any event or crisis (local, national, or international) that:

* causes, or could cause injury or harm to the population

* causes, or could cause damage to or loss of property

* threatens the NSEP posture of the United States

Refer National Telecommunications Standards for more information.

 

Local Contact Information

A local contact is the person who is able to provide access to the premises, in case dispatch is required.

Contact Name

The name of the local contact. This field can have a maximum of 34 characters.

Telephone\Ext

The telephone number of the local contact. This field can have a maximum of 32 characters.

Address

The address of the local contact. This field can have a maximum of 12 characters. This is a mandatory field.

City

The city in which the local contact lives. This field can have a maximum of 12 alphabetic characters. This is a mandatory field.

State

The state abbreviation or state code of the local contact's state. This field can have a maximum of two alphabetic characters. This is a mandatory field.

The state code that you enter must be within the one of the CenturyLink serving areas of Arizona (AZ), Colorado (CO), Idaho (ID), Iowa (IA), Minnesota (MN), Montana (MT), Nebraska (NE), New Mexico (NM), North Dakota (ND), Oregon (OR), South Dakota (SD), Utah (UT), Washington (WA), and Wyoming (WY). The state code is needed to help identify the OSS used to handle the circuit records.

Zip

The zip code of the area where the local contact lives. This field must be in either of the following formats:

    * Five digits. For example, 12345

    * Five digits with a dash (-) and the four-digit trailer. For example 12345-1234.

 

Person Reporting Trouble

Name

The name of the person reporting the trouble ticket. This appears by the system. This is a mandatory field.

You can change the displayed name for the trouble ticket that you submit.

When the information is changed on this screen, it changes only on the trouble ticket being entered. You must contact the Wholesale Help Desk at 1-888-796-9102 to make permanent changes.

Telephone\Ext

The telephone number and extension of the person reporting the trouble ticket. This is displayed by the system. This is a mandatory field.

You can change the displayed name for the trouble ticket that you submit. To change the name on the permanent record, contact the CEMR-MTG Help Desk.

E-mail

The e-mail address of the person reporting the trouble ticket. This is a mandatory field only if you choose to have status information relayed using fax or e-mail.

E-mail1

The e-mail address of the person reporting the trouble ticket. This is a mandatory field only if you choose to have status information relayed using fax or e-mail.

E-mail2

The e-mail address of the person reporting the trouble ticket. This is a mandatory field only if you choose to have status information relayed using fax or e-mail.

Fax

The fax number of the person reporting the trouble ticket. This is a mandatory field only if you choose to have status information relayed using fax or e-mail.

Receive Status Information Via

The mode in which you want to receive status information. Select the appropriate checkbox.

The E-mail checkbox is selected by default. If you do not want to receive the status information, uncheck the default option.

 

Access Hours (00:00-23:59 Local Time)

Location

The location of the premises where the trouble ticket is submitted, for a CenturyLink technician to access, if required. Enter the earliest and latest times that a CenturyLink technician can access the premises for three days, starting on the day the trouble report is entered. You must enter the time in the military format, and the earliest time must be prior to the latest time. For example, 8:00 a.m. must be entered as 08:00, and 1:00 p.m. must be entered as 13:00. You cannot use 24:00 to indicate 12:00 a.m. Enter 23:59 instead.

If premises access is not available on these dates, enter normal business hours for both the earliest and latest times. Then, in the Description field, enter No prem access until (specific date).

Circuit

The location of the circuit, for a CenturyLink technician to access, if required. Enter the earliest and latest times that a CenturyLink technician can access the circuit for three days, starting on the day the trouble report is entered. You must enter the time in the military format, and the earliest time must be prior to the latest time. For example, 8:00 a.m. must be entered as 08:00, and 1:00 p.m. must be entered as 13:00. You cannot use 24:00 to indicate 12:00 a.m. Enter 23:59 instead.

If circuit access is not available on these dates, please enter normal business hours for both the earliest and latest times. Then, in the Description field, enter No prem access until (specific date).

To prohibit auto test, enter circuit access hours outside of current. For example, if current time is 8:00 AM, and you do not want the circuit tested till after 5:00 PM, enter circuit access window as 17:00 to 19:00 for a two hour window for test access.

 

Problem Information

All fields in the Problem Information section are mandatory.

You can enter a total of up to 254 characters in the Problem Information fields.

Type

The trouble type that best describes the trouble for which you are creating a trouble ticket. Select from the drop-down list. This is a mandatory field.

Refer to Broadband Trouble Types for a description of each type.

Caller Name

The name of the person who placed the call.

Broadband TN

The Broadband telephone number or the end-user's billing telephone number.

CBR TN

The telephone number where the contact person can be reached.

Modem

The brand name of the modem on the end-user's Personal Computer (PC).

OS

The Operating System installed on the end-user's PC.

IP Type

Static:The End-user's PC is connected to a specific IP address on the network.  

Dynamic:The End-user's PC searches the network for an available IP address each time the end-user goes online.

ISP Host

The Vendor that provides access to the Internet and the World Wide Web.

Line Encoding Type

The Line encoding being utilized.

Description/Remark

The description of the problem for which you are creating a trouble ticket.

 

Submit

Click this button to submit the details entered on screen.

Clear

Click this button to clear all the details on screen.