Non Design Trouble Types

No Dial Tone

NDT – Any type of No Dial Tone trouble, i.e. NDT/T (No Dial Tone at times or intermittent);

CPH (Calling Party Hold); SLOW DT (Slow Dial Tone)

Being billed by the incorrect Long Distance Carrier

CCO SUB BILLED BY WRONG LD CXR – Whenever the customer or business office reports the Customer is being billed by the wrong LD Carrier.

Can't Be Called

CBC – Any type of Can't Be Called trouble, i.e., BDR (Bell Doesn't Ring); BRCA (Bell Rings Can't Answer); BRAA (Bell Rings After Answer); GWN (Gets Wrong Number); BUSY; ROL (Recording On Line)

Can't Be Called Collect

CBC COLLECT – Anytime the Customer reports they cannot be called collect.

Can't Be Called Fast Busy (CENTREX only)

CBC CMMN BLK FST BSY – Any time the Customer is reporting Fast Busy and subscribes to Centrex Service.

Can't Call Out

CCO – Any type of Can't Call Out trouble, i.e. CBDT (Can't Break Dial Tone); DTAD (Dial Tone After Dialing); GWN (Gets Wrong Number); RNA (Ring No Answer); NRNA (No Ring, No Answer); ROL (Recording On Line); NAR (No Audible Ring); BUSY; SOFT DT (Soft Dial Tone, Customer has dial tone, when any key is pressed customer hears a message to contact local service provider to activate service)

Can't Call Out (Long Distance)

CCO LD – Customer reports trouble with calling out to long distance numbers only.

Can't Call Out to 900 Numbers

CCO TRBL WITH 900 NUMBERS – Any time the Customer reports trouble dialing 900 numbers.

Can't Call Out to N11 Services (711, 211, 311, 511)

CCO N11 – Any time the Customer reports trouble calling N11 services.

Gets Cut Off

CCO/CBC GCO – Any time the Customer reports they get cut off while connected to another number.

Physical

PHYS – Any type of trouble that is obviously physical in nature, i.e. IW (Inside Wire); JACKS; BSW (Buried Service Wire); ASW (Aerial Service Wire); SNI (Standard Network); etc.

Rings Once At Times

CBC ONCE SUSPECT ALIT – Any time the customer reports their phone rings once every night at the same time.

Transmission (Noisy Line)

TRAN – Any type of Transmission trouble, i.e., NSY (Noisy) – Static; Hum; Buzz; etc.; CH (Can't Hear); CBH (Can't Be Heard); HOOL (Hears Others on line); LXD (Line Crossed); XTLK (Cross Talk); FADES IN/OUT; RADIO OL (Radio On Line); HEARS RADIO OL CRDLS (Hears Radio On Line Cordless)

Hunting

MEM HTG – Any type of trouble that affects the customer's line from hunting to another line if one is busy. Usually sequence is incorrect or not hunting correctly.

Voice Messaging

VCE – Any trouble the customer experiences when programming or using their Voice Message Service (VMS), such as GENERIC GREETING. (Formerly used for Voice Dialing; no longer sold by CenturyLink.)

Anonymous Call Rejection

Any type of trouble that does not allow customer to block incoming calls

Call Rejection

Any type of trouble that does not allow customer to reject a number from calling them

Call Trace

Any type of trouble that does not allow the customer to trace a number calling them

Call Waiting

Unable to hear a signal for an incoming call while a call is in progress, or, the caller always gets a busy signal when only one call is in progress and no other calls are waiting

Caller ID (and Call Waiting ID)

Any type of trouble that affects CID (Caller ID); CR (Call Rejection) CIDCW (Caller ID Call Waiting)

Caller ID Blocking

Any type of trouble that affects the customer's ability to block calls on an individual call basis or per line basis

Continuous Redial

Any type of trouble that affects a customer's ability to continuously redial a number

Last Call Return

Any type of trouble that affects the customer's ability to dial *69 and get to the number that last called the customer

One Call Unblock

Any type of trouble that will not allow a customer with a blocked number to call someone with the AYK feature

Priority Call

Any type of trouble that affects the customer's distinctive ring on priority calls

Selective Call Forwarding

Any type of trouble that affects customer's ability to request call forwarding from a list of preferred phone numbers.

Selective Call Waiting

Any type of trouble that affects customer's ability to request call waiting from a list of preferred phone numbers.

Call Forwarding

Unable to forward calls to another telephone number

Call Transfer

Unable to activate the call transfer feature for a dial tone service

Call Waiting

Unable to hear a signal for an incoming call while a call is in progress, or, the caller always gets a busy signal when only one call is in progress and no other calls are waiting

Custom Ring

Unable to store telephone numbers and identify the unique ring

Intracall

Intracall not working

Long Distance Alert

Unable to hear a distinctive ring or call-waiting tome for an incoming long-distance call while a call is in progress

On-Line Call Alert

The pop-up window for an incoming call does not appear on PC monitor, or the customer can't be called when the Online Call Alert is active after the customer logs off

Speed Call

Unable to complete a call using the feature that allows frequently called local or long-distance numbers by dialing one or two digit code

3-Way Calling

The inability to add an additional call on to a call which currently has two parties connected

Talking Call Waiting

• Voice on incoming Talking Call Waiting is not clear, or is too loud or soft

• There is no call-waiting beep before the Talking Call Waiting name is sent, more than one-beep, or a beep with no name followed

• The customer's name is not pronounced properly to other people with Talking Call Waiting

• Caller is being muted while the Talking Call Waiting name is sent

• The customer receives "Unavailable" or "Private Name" as name

Advanced Security Screen

Private, anonymous, Toll Free or Long Distance callers are not being required to input their telephone number for customer review

Call Curfew

Any type of trouble that would affect a customer's ability to schedule the times when calls come in and out of their home

Call Following/ Remote Access Forwarding

Any type of trouble that affects the customer's ability to forward their calls to another number from a remote location

Caller ID w/Privacy Plus

Receiving private or anonymous calls without screening through Privacy Plus feature

Dial Lock

Any type of trouble that affects the customer's ability to change Operated Assisted Calls; Directory Assistance Calls, Information Services Calls, i.e., 900, 976 and 960 Calls; Directory Assisted Calls; Toll Free Calls, i.e.; 800 or 888 Calls

Do Not Disturb

Any type of trouble that affects the customer's ability to "turn on and off" their service

Easy Access *98

Any type of trouble that affects the customer's ability to access their voice mailbox by dialing *98 from their number.

I Called

Receiving or originating an I Called message when called party does not answer and customer has a block for this service. I Called provides the ability for a calling party to leave a message when called party does not answer.

No Solicitation Service

Any type of trouble that affects the customers ability to "turn on and off" their service

One Number Service – Quick Return to Voice Mail

Any time the customer is reporting trouble with their PCS – One Number Service Quick Return to Voice Mail

CenturyLink Call Queuing

Incoming calls are not queuing up when line is in use.

Scheduled Forwarding

Any type of trouble that affects the customer's ability to forwarded their calls at a specific time

Security Screen

Private or anonymous callers are not being required to input their telephone number for customer review.

Data (i.e., Modem, Fax, Credit Card Lines, etc.)

Any Data type trouble, i.e. CSD (Can't Send Data); CRD (Can't Receive Data); GRBL DATA (Garbled data); NO CXR (No Carrier); NO ANSBK (No Answer Back).

PCS Wireless/ Wireless Extension

Any type of trouble that affects the customer's PCS Wireless or One Number Service (a.k.a. Wireless Extension)

Front End Close

Any type of trouble that does not require any further downstream action. Must be used anytime a customer calls if no action is needed for records, i.e., Instruct; Vendor; COOL; Provider; Make Busy; Idle; TOK; RBO and LNP ported out. This does not require any additional repair activity. The Front End Close category is generally used for closing out diagnostic sessions when you  determine that no further repair action is necessary.

Referrals

Any type of report that needs to be referred to a non network department, i.e.; Credit Management Center (CMC); Customer Training Center (CTC); Home Office; PCS Wireless; Spanish Speaking Repair; Claims; Annoyance Call Bureau; Held Orders; etc. This does not require any additional repair activity. The Referrals trouble type provides users with a means for accessing contact information for most commonly called CenturyLink telephone numbers.

Schedule Joint Meet

This will allow a Joint Meet request for any product that may require a Joint Meet.

You can enter the details of the joint meet such as location, date and time, using this option.

Other

Miscellaneous requests and/or concerns, whenever the customer is not experiencing any of the above trouble conditions, i.e. Out of Service Adjustments; Technician left equipment; Damage to property, Trouble History information; etc.