Performing Trouble Isolation

You can further isolate and identify the problem in your circuit, using the Trouble Isolation option. You can perform an RCE MLT for some trouble types, during the Trouble Isolation stage. You can also check any pending service orders for your line.

For phone line troubles, you can proceed through some or all of the following trouble isolation steps:

You can check current pending service orders to see if they could be causing the reported trouble.

For feature troubles, you can proceed through some or all of the following trouble isolation steps:

You can check current pending service orders to see if they could be causing the reported trouble.

You can check current pending service orders for Line Troubles or Feature troubles, to see if they are the cause of the reported trouble. You can check if the trouble is a service order issue, by checking the list of your pending service orders.

You can view service orders for your line. Select any service order number to view the details.

In the case of Feature troubles, you can check if a selected order has affected the phone line. You can review the order to see if it has any impact on the reported trouble. If this order is related to the trouble, click the Continue link to analyze this order.

Once an order has been identified for analysis, the RCE system performs a number of automated checks on the selected service order, including:

You can perform an RCE MLT while creating a Non Design trouble report. You can perform an RCE MLT as part of the diagnostic process initiated by RCE, and if the line is not in use. The RCE system analyzes the data provided by the test and indicates whether the MLT analysis confirms trouble on the line. You cannot request for an RCE MLT if you choose Information or Other during the Trouble selection stage.

MLT is an automated system that performs a test from the central office to your premises.

MLT Result	Action
TIMEOUT – MLT has not finished executing.	If you wish to wait further for the MLT results, click on the BACKUP button below and enter another wait time.
ERROR – MLT execution errored out.	MLT was unsuccessful, continue taking ticket following window prompts.
TOK – MLT indicates line is testing OK	Click the option MLT shows TOK but customer requests ticket if you would like to continue creating a trouble report. Click the option Customer agrees to check equipment/premises before requesting a ticket if you would like to front-end Close this report and check the equipment and premises. The MLT is a preliminary test, and the results indicate the line Tests Okay and the problem you’re reporting may be caused by wiring and/or equipment. If Qwest dispatches on this trouble and finds the problem not with Qwest equipment or lines, customers without a maintenance contract will be charged for the trouble isolation.
ROH – MLT indicates a potential problem with customer’s equipment, such as defective telephone or receiver off hook.	Click the option Customer agrees to check equipment/premises before requesting a ticket if you would like to Front-end Close this report and check the equipment and premises. Click the option MLT shows ROH but customer requests ticket if you would like to proceed with entering a trouble report. The preliminary MLT indicates a possible Receiver Off Hook or that wiring or equipment may be causing the problem. If Qwest dispatches on this trouble and finds the problem not with Qwest equipment or lines, customers without a maintenance contract will be charged for the trouble isolation.
BUSY SPEECH – MLT indicates speech on the line.	Click the option Customer agrees to check equipment/premises before requesting a ticket if you would like to Front-end Close this report and check the equipment and premises. Click the option MLT shows trouble on the line or recommends further testing if you would like to proceed with entering a trouble report. Someone may be using the line or this result can be caused by noise/interference.
SERVICE PROTECTED – MLT indicates the line is "service protected."	MLT was unsuccessful, continue taking ticket following window prompts.
Pair gain, MLT results inconclusive	MLT was unsuccessful, continue taking ticket following window prompts.
EQUIPMENT BUSY – MLT was unable to obtain a valid test result.	MLT was unsuccessful, continue taking ticket following window prompts.
UDC TOK – Result is normal	Click the option MLT shows TOK but customer requests ticket if you would like to continue creating a trouble report. Click the option Customer agrees to check equipment/premises before requesting a ticket if you would like to Front-end Close this report and check the equipment and premises. The preliminary MLT indicates the line Tests Okay and the problem may be caused by wiring and/or equipment. If Qwest dispatches on this trouble and finds the problem not with Qwest equipment or lines, customers without a maintenance contract will be charged for the trouble isolation.
UDC PREMISES – test results indicate customer’s wiring is bad	Click the option Customer agrees to check equipment/premises before requesting a ticket if you would like to Front-end Close this report and check the equipment and premises. Click the option MLT shows trouble on the line or recommends further testing if you would like to proceed with entering a trouble report. The preliminary MLT indicates the problem may be caused by bad wiring; check wiring and equipment. If Qwest dispatches on this trouble and finds the problem not with Qwest equipment or lines, customers without a maintenance contract will be charged for the trouble isolation. If the customer would like Qwest to repair their wiring, additional charges apply and work carries a 30-day warranty.
MLT shows trouble on the line.	Click the option MLT shows trouble on the line or recommends further testing if you would like to proceed with entering a trouble report. Click the option MLT shows trouble but customer requests no dispatch – front end close ticket if you don’t want to continue taking a ticket. This type of problem often requires further testing, since either wiring and/or equipment may cause this type of trouble. If Qwest dispatches on this trouble and finds the problem not with Qwest equipment or lines, customers without a maintenance contract will be charged for the trouble isolation.

There may be multiple entries on the MLT Results window. For each entry, review the narrative by checking for the following words (or similar words) that indicate some form of special handling is required:

The Send MLT Test function enables you to perform an MLT on TNs for which your company is authorized.

After isolating the trouble, continue the trouble ticket submission process by customizing the trouble report.