User Guide Page 4-1 REpair Trouble Administration System (RETAS) for CLECs
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1 Page Trouble Ticket Tracking Functions You may need to check the status of a ticket, request to cancel the ticket or look for history on a recently closed ticket. In this Chapter you will learn how to enter those requests using RETAS. The data entry rules defined here applies to both LMOS and WFA inventoried UNE services Status Inquiry This transaction enables you to determine the current dispatch status of a previously created Verizon trouble ticket. You may use this transaction to check status at any time or any number of times Status Inquiry - Create From the Repair Menu screen click on Trouble Ticket Create and then on Create New. The system displays the Status Inquiry Request screen.
2 Page 4-2 Customer Indicator Trouble Originator Type of Line Prefix Circuit ID Verizon Trouble Ticket Number Required. Use the drop down box to select UNE. Required. Use the drop down box to select Customer or End User. (Customer = CLEC, End User = CLEC s customer) Required. Use the drop down to select. Required. For UNE-Port, INP, LNP or Verizon South grandfathered UNE-Loops, circuit ID is the 10-digit POTS TN. For all other unbundled services, enter the circuit ID in the format defined in Appendix D. Optional. Enter Verizon's Trouble Ticket Number. (Note: important for UNE troubles) Status Inquiry View Responses If the CLEC clicked on S ubmit and View Later, the response will appear in the Response and Request table next time that screen is loaded. (below) The last request entered will be first on this list - notice the Date column. The Request and Response are grouped for each request. If no immediate Response, click on your browser's Refresh/Reload button. To view a Response, click on Trouble Response. (shown on next page) An Error message can be corrected by clicking on Trouble Response to identify the problem, go back and click on Trouble Request and then click on Edit for Resubmission. To delete an item, click on the white box to the left of the transaction and click on the D elete box.
3 Page Status Inquiry Response (Serial Number Format) If CLEC clicked on S ubmit and View, or clicked on Trouble Response from the Response menu, the response appears automatically at top of page before title. Status Inquiry Response Message Set Error Code 0000 Trouble Originator Type of Line Prefix Circuit I.D. Verizon Trouble Ticket Number Trouble Ticket Status Status Date and Time Commitment/Objective Date and Time CS S UB/TXNU/123456/NJ Dispatched Out* Z Z Status Inquiry Response (TN Format) Status Inquiry Response Message Set Error Code 0000 Trouble Originator Type of Line Prefix Circuit I.D Verizon Trouble Ticket Number Trouble Ticket Status Status Date and Time Commitment/Objective Date and Time CS P Dispatched In* Z Z * For Trouble Ticket Status Codes, see Appendix P for Status Codes for Serial Number Format and Appendix F for codes for Telephone Number Format. Note: Verizon returns the Commitment/Objective Date and Time with the response for Status Inquiry. Review Questions: In the above examples what format are the "time" fields in?
4 Page 4-4 Is either of the trouble tickets in jeopardy of being a missed appointment?
5 Page Status Inquiry - Response Table (POTS) When using the Status Inquiry function of RETAS for POTS services, you will receive a status code on the response message. Those status codes and their descriptions are contained in this table. This table also appears in Chapter 10 as Appendix F. POTS Status Codes RETAS Response Status Code Description Screening Requires further testing by Verizon Testing Testing in progress Dispatched In Dispatched for repair within Verizon network Dispatched Out Dispatched for repair to customer location or outside facilities Preassigned Out Awaiting assignment for Dispatch Out Bulk Dispatched Out Dispatched as part of several jobs (e.g. facility repair impacting multiple lines) Pending Test Awaiting test Pending Dispatch Awaiting dispatch No Access Subscriber No access subscriber caused No Access Other No access not related to customer Temporary OK Temporary repair activity restored service - subsequent work necessary Cable Failure Trouble ticket related to a Verizon cable failure Origination EquipFailure Trouble ticket related to a Verizon Central Office failure BackOrder Pending Service Order Backlog condition service order awaiting action ClearedCustAdvised Problem cleared, customer notified ClearedCustNotAdvised Problem cleared, customer not notified Closed Problem closed Trouble reports for UNE services inventoried under a POTS (LMOS) format include: UNE-Port INP LNP Grandfathered UNE-Basic Loop with a 10-digit TN circuit ID UNE-Basic Loop with Special Serial ID circuit format
6 Page Status Inquiry - Response Table (Special Services) When using the Status Inquiry function of RETAS for Special Services, you will receive a status code on the response message. Those status codes and their descriptions are contained in this table. This table also appears in Chapter 10 as Appendix P. Special Services Status Codes RETAS Response Status Code Description Screening Requires further testing by Verizon Testing Testing in progress Dispatched In Dispatched for repair within Verizon network Dispatched Out Dispatched for repair to end customer location or outside facilities. Bulk Dispatched Out Dispatched as part of several jobs (e.g. facility repair impacting multiple lines) Refer Mtce Center Trouble referred to local center Start No Access No Access clock has started Stop No Access No Access clock has stopped Start Delayed Mtce Start Clock for intrusive testing Stop Delayed Mtce Stop Clock for intrusive testing Trouble Escalated Escalation in progress Craft Dispatched Dispatched to Verizon technician Cable Failure Trouble ticket related to a Verizon cable failure Cleared Cust Advised Trouble cleared, customer notified Cleared Cust Not Advised Trouble cleared, customer not notified Cleared Awaiting Cust Verification Trouble cleared, awaiting customer notification before closing Closed Out Trouble ticket closed Closed Out By Cust Req Trouble ticket closed per customer request Closed Out Cust Verified Trouble ticket closed, customer notified Closed Out Cust Denied Trouble ticket closed, customer not notified Canceled Trouble ticket cancelled Trouble reports for UNE services inventoried under Special Services (WFA-C) format include: Designed Non-Basic UNE-Loops (CSS, ISDN, xdsl, DS1, DS3) UNE-IOF
7 Page Trouble History Overview This transaction will allow you to determine the recent trouble history on a line or circuit. 1. Trouble history for POTS will collect the most recent three troubles within the past 30 days. Trouble history for Special Services (all other Unbundled Network Elements) will collect the most recent five troubles within the past 45 days. 2. POTS service in RETAS includes Unbundled Switch Port, Unbundled Loop and Port w/o a cage (UNE-P), Interim Number Portability (INP), Local Number Portability (LNP) and grandfathered Unbundled Basis Loops in Verizon South with a 10-digit telephone number I.D. 3. Special Services in RETAS includes Unbundled Loops including Unbundled designed Loops (CSS, ISDN, xdsl, DS1, DS3, etc.), Unbundled IOF (Inter-Office Facilities), and Unbundled SS7 (Signaling System 7).
8 Page Trouble History - Request From the Repair Menu screen click Trouble History Request and then Create New. The system displays the Status Inquiry Request screen The data entry rules are defined below. Customer Indicator Required. Use the drop down box to select UNE. Type of Line Prefix Required. Use the drop down box to select. Circuit ID Required. For POTS, the circuit ID is the 10-digit telephone number. For Special Service circuits, enter circuit ID as defined in Appendix D. Recent Service Order Indicator Optional. Indicates Service Order activity in the last seven days. Service Order ID Conditional. Required if Recent Service Order Indicator is Yes. Indicates Verizon Service Order Number. Following data entry, click on the S ubmit and View or S ubmit and View Later.
9 Page 4-9
10 Page Trouble History Response (POTS) If CLEC clicked on S ubmit and View, or clicked on Trouble Response from the Response menu, the response appears automatically (below). Trouble History Response Message Set Error Code 0000 Type of Line Prefix P Circuit I.D Xa THistory Info. Received Date and Time Date and Z Time THistory Info. Cleared Date and Time Date and Z Time THistory Info. Closed Date and Time Date and Z Time THistory Info. Trouble Type Code 0101 THistory Info. Trouble Disposition 0525** THistory Info. Cause Code 1XX** ** The meaning of THistory Info. Trouble Disposition codes (what Verizon found as the trouble) is found in Appendix H. THistory Cause Codes (what caused the actual trouble) are found in Appendix I. Review Questions: Where did the data in the field labeled Trouble Type Code come from? Why do all the Date and Time fields end in the letter Z?
11 Page Trouble History - Response (Special Services) If CLEC clicked on S ubmit and View, or clicked on Trouble Response from the Response menu, the response appears automatically (below). Special Services Trouble History for one instance Trouble History Response Message Set Error Code 0000 Type of Line Prefix Circuit I.D. THistory Info. Received Date and Time Date and Time THistory Info. Closed Date and Time Date and Time THistory Info. History Report Category XA S 88/TXNU/123456/NY Z Z CR* THistory Info. Trouble Type Code 0802 THistory Info.: Verizon Trouble Ticket Number THistory Info. Final Status EL24689 Facility** ** The field labeled Trouble Ticket Final Status in the example above describes what trouble was found by Verizon. The table of Final Status codes that may be used on Special Service trouble history are in Chapter 10, Appendix O. Trouble Type Codes appear in Appendix N. * Note: the field labeled Report Category will read CR (Customer Report) for Special Services troubles received via RETAS. Review Question: Where did the data in the field labeled Trouble Type Code come from?
12 Page Extended Trouble History Overview The Extended Trouble History function is an additional capability to the current Trouble Ticket History which returns recent troubles on a circuit. Extended Trouble History may extend the retrieved trouble records to a period of up to four and a half years Extended Trouble History Initiating the Request From the Repair Menu screen click on Extended Trouble History Request and then Create New. Customer Indicator The data entry rules are defined below. Required. Use the drop down box to select Reseller or UNE. Type of Line Prefix Required. Use the drop down box to select one of the following: POTS; ISDN; Centrex; PBX; Switch Unbundled Special Serial Format Special Telephone Format Message Trunking; Unbundled SS-7 Carrier Facility; Unbundled IOF Circuit ID Required. For POTS, the circuit ID is the 10-digit telephone number. For Special Service circuits, enter circuit ID as defined in Appendix D. Paging Indicator Optional. Type in number of pages requested. Responses are paged/grouped with a maximum of ten closed tickets in reverse date order. Additional pages must be requested via a re-submit. Following data entry, click on the S ubmit and View or S ubmit and View Later Extended Trouble History Request Message Set- View Responses
13 Page 4-13 The last request entered will be first on this list - notice the Date column. The Request and Response are grouped for each request. If no immediate Response, click on your browser's Refresh/Reload button. To view a Response, click on Trouble Response. (shown on next page) An Error message can be corrected by clicking on Trouble Response to identify the problem, go back and click on Trouble Request and then click on Edit for Resubmission. To delete an item, click on the white box to the left of the transaction and click on the D elete box.
14 Page Extended Trouble History Request Message Set Accessing the Extended Trouble History Response POTS Extended Trouble History for one instance Extended Trouble History Response Message Set Error Code 0000 Customer Indicator U Type of Line Prefix P Circuit ID TTHEST_Received Date and Time Z TTHEST_Cleared Date and Time Z TTHEST_Closed Date and Time Z TTHEST_Trouble Severity OS TTHEST_Report Category CD TTHEST_Trouble Type Code 1503 TTHEST_Trouble Disposition 0510 ** TTHEST_Cause Code 110 ** TTHEST_More Y ** The meaning of codes in field THistory Trouble Disposition (what Verizon found) are in Chapter 10, Appendix H for POTS. The meaning of Cause Codes (what caused the trouble) is found in Appendix I. Special Services Extended Trouble History for one instance Extended Trouble History Response Message Set Error Code 0000 Customer Indicator U Type of Line Prefix S Circuit ID nn/ardu/123456/pa TTHEST_Received Date and Time Z TTHEST_Closed Date and Time Z TTHEST_Trouble Severity AS TTHEST_Report Category CR TTHEST_Trouble Type Code 0800 TTHEST_Verizon Trouble Ticket Number EL18566 TTHEST_Trouble Ticket Final Status Facility ** TTHEST_More N ** The field labeled Extended Trouble Ticket Final Status in the example above describes what trouble was found by Verizon. A table of Final Status codes that may be used on Special Service Extended trouble history are in Chapter 10, Appendix O.
15 Page 4-15 Note: Report Category will always read CD (Customer Direct) for POTS troubles, or CR (Customer Report) for Special Services troubles received via RETAS.
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