Preparing and submitting nondesign trouble reports

Click the NON DESIGN tab.

Click the SUBMIT TROUBLE REPORT subtab.

Type the telephone number for which you want to submit a trouble report.

Enter your Customer Report ID, if applicable.

Review the information in the Person Reporting Trouble fields, and revise it if necessary.

If you want to receive status information by e-mail, enter one or more e-mail addresses and select the Email check box.

If instead (or in addition) you want to receive status information by fax, type the fax number and select the Fax check box.

Click Diagnose.

In the new window that appears, scroll to the bottom. Select whether the customer information is correct or incorrect and whether the number is or is not shown as ported out.

If you need to return to the previous window at any time during the diagnosis, click Backup.

From the lists, select the general and specific types of trouble (for example, Phone Line—Can't Call Out).

If you have information about the features on the line or if you want to forward calls or make the line busy or idle, you can click Activations. (You can do this at any time throughout the diagnosis.)

If the information on the features is inaccurate, you can overwrite it.

If you want to forward calls or make the line busy or idle, select the action you want and click Submit Answer.

When you are done, click Continue.

To continue preparing the trouble report, click Submit Form.

In the new window that appears, do one of the following:

To resolve the problem without submitting a trouble report, click Take Ticket in Control.

To continue preparing the trouble report, click Continue in LMOS.

If trouble has been reported within the past 30 days, CEMR-MTG displays the DATH circuit history and automatically assigns a status of Repeat (if there has already been one other trouble report during the past 30 days) or Chronic (if there have been two or more other trouble reports).

In each new window that appears, follow the guidelines and answer the diagnostic questions. (If necessary, click Submit Answer to go on to the next window.) You can select options, such as running an MLT.

If you ran an MLT, a window indicates that RCE is about to retrieve the test results. Follow the guidelines on the window. If you want to extend the time allowed for the test, type a new time (in seconds) in the MLT Wait Time box. Otherwise, click Submit Form to display a list of possible situations based on the test. Click on the situation that is true and follow the guidelines in each new window. (If RCE doesn't display the situations, click Backup to return to the previous window. Then increase the wait time and click Submit Form again.)

When the Ticket Customization window appears, select the customization options you want and the dispatch option you want (if the window shows dispatch options—CEMR-MTG automatically requires a dispatch under certain conditions). If you ask for a dispatch, be sure to select either YRD-Y or YRD-N. Then click Accept.

Do one of the following:

If you selected No Dispatch

If you asked for a dispatch, select whether the customer authorizes TIC (trouble isolation charges).  TIC must be authorized if you want to select an appointment.

If the customer does not have line maintenance coverage and if the problem is with equipment that CenturyLink does not own and maintain, the customer may be responsible for the charges for isolating the source of the problem.

If TIC is authorized

If TIC is not authorized

When the Trouble Ticket window appears, fill in the fields (type the CBR number without hyphens or parentheses), then click Submit Ticket.

A message at the top of the Trouble Ticket window confirms that your trouble report has been submitted. You can check the status of the report by viewing its transaction history.

Related Topics

Error Messages