Field Descriptions- RCE

ADL (only used when trouble on ADL and must include 'Tel number' or ALL LINES)

Indicates the customer is reporting more than 1 telephone number in trouble. This field is selected only when you experience same trouble with more than one telephone line. You must enter the additional telephone number(s) or ALL LINES in this field. Example: 555-2222.

The Handle code indicates SCR, whenever this field is selected. This ensures that your ticket is routed to a Screening Consultant and all lines tested and repaired.

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:

• at a location that has both a residence and a business line;
• at a location that has both more than one business or residence lines;
• in the same or different billing name;
• billed on same account as the main line or
• billed separately from the main primary line.
• They can be for: another family member; Roommate; PC modem; FAX machine, etc.

SO (must include order # and CD or DD)

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.

You may also select this field, whenever you detect a service order is related to the reported trouble. If you select this field, you must enter the service order and due date.

Field Entry Examples:

• N12345678 DD 12-22 (due date)

• N12345678 CD 12-22 (completion date)

Alternate Provider

Indicates your company name. Example: Easy Phone Co.

(YARD-YES) Clear Access to Network Interface Box

Select this field whenever a Qwest technician has clear access to the customer’s yard and/or network interface box [demarc].

It is imperative that you attempt to gain clear access to at least the network interface on all trouble reports.

Single dwelling homes and businesses - the Network Interface is usually attached to the outside of the building and located near the customer's electrical meter. However, customers may request to have the network interface installed inside the building [i.e., garage, basement, or utility closet].

Multi-Tenant dwellings - the network interface is usually located in an inside terminal [IT], which feeds the entire complex/building. Multi-tenant dwellings includes apartments, office complex/highrise, trailer parks, shopping malls/plaza.

For smaller complexes [i.e., strip malls or duplexes] - the network interface may be located in a wall terminal attached to one of the buildings.

Most troubles isolated into the network wiring can usually be cleared, as long as the technicians have clear access to at least the network interface.

However, keep in mind that some troubles may be cleared by the technician without even going to the customer’s premises. If clear access to the network interface is not available, you must select one of the following fields (YARD-NO) or Call Before Dispatch, and leave this field blank.

(YARD-NO) Restricted Access to Network Interface Box (what type)

Select this field whenever a problem exists with gaining clear access to the network interface. You must enter any restrictions or instructions on how the technician can gain access to the network interface. The customer's Business Hours are also noted in this box.

This field may also be used in conjunction with Call Before Dispatch.

Examples include:

• bus 8a-5p

• after 2p

• see apt 1 john

• see apt mgr

• gate acc code 4567

• dogs go to side door

• knock loud

• doorbell broken knock

• it acc only 8a-5p

• req meet tech

• nabor has key

• enter thru alley

Emergency Call Forwarding

Select this field when you offer Emergency Call Forwarding (ECF) and the customer accepts to call forward their number while Qwest works to clear the problem. You must enter the number the customer wants their calls forwarded to, in this field. To process this, select the Activations button on the window.

It is imperative that you enter the call forward number exactly as dialed by the customer (i.e., 7 or 10 digits for Local or Cellular, or 11 digits Calling Party Pays Cellular). If the CFN is not entered correctly the calls will forward to a busy or recording that the call cannot be completed as dialed. Correct entries include:

• Local number 7 digit dialing required 5554444

• Local number 10 digit dialing required 3035554444

• Long Distance or CPP Cellular number 13035554444

Possible Crossed Line

Select this field whenever the Customer reports trouble that is related to possible crossed line(s). Common symptoms of crossed lines are the customer can hear and/or talk other people on their line [i.e., crosstalk = xtlk, other person on line = opol, hear others on line = hool, etc.]. In order to assist downstream departments in isolating and clearing the reported trouble, it is extremely critical that you attempt to obtain number(s) the Customer suspects their line is crossed with. In most cases Customers will not have any idea who they are crossed with, however, sometimes they do. It is imperative that one of the following entries is made when this field is selected.

Does not know who they are crossed with UNK NBR

Suspect they are crossed with a specific number 3035554444

Call Before Dispatch (Time needed to meet tech)

Select this field as a last resort to arrange a call before dispatch to help the Customer meet the technician or gain access to our network interface. You must enter the customer contact and number; the technician needs to call before dispatching on the ticket. There may be times when would select a call before dispatch for customers that have a problem in providing clear access to the network interface.

Repeat Problem

Select this field whenever; you or the customer detects a repeat trouble. A repeater is defined as another case of trouble within 7 days (RPTR)

Trouble Not Cleared

Select this field whenever the previous trouble shows cleared and the customer is calling back on same day with same trouble.

Chronic

Select this field whenever you or the customer detect a chronic trouble. Chronic trouble is defined as 3 or more related trouble reports within the last 30 days. In most cases customers, offer freely that they continue to report trouble with their service, however, others may not be concerned with repeat problems. In order to determine if you are dealing with a repeat trouble click on the records option and review the trouble history [DATH (displayed abbreviated trouble history)].

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 reporting trouble and states or implies a medical emergency exist 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 only speaks or prefers to speak Spanish.

(MKBSY) Make line busy

Select this field whenever you offer and/or the customer wants their line busied out, while their line is being repaired. When the reported number is dialed calling parties will receive a busy signal or hunt to the next available line. Use the Activations button as it appears to submit this activation request.

IDLE - Make line idle (remove make busy)

Select this field if the Customer previously had their line made busied out and now wants the make busy removed [idled]. You must also notify a Screening Consultant to have the line made idle. Use the Activations button as it appears to submit this activation request.

Extension

Indicates any extensions to the telephone number reported

Additional Information

Indicates any additional information, that may assist downstream departments in resolving the reported trouble more quickly, and may at times be pre-populated with some information by RCE.