9-1-1 Information Manager. AT&T Customer Support Guide Version 10.0

Transcription

1 9-1-1 Information Manager AT&T Customer Support Guide Version 10.0

2 Notice Intrado Information Manager Program and Documentation Friday, October 24, 2008 by Intrado Inc. All Rights Reserved Printed in U.S.A. This software product is copyrighted and all rights reserved by Intrado Inc. The product is licensed to the original Licensee only for use according to the terms and conditions set forth in the System Agreement or applicable document containing the licensing provisions. Copying, selling, or using the product contrary to those licensing terms and conditions is a violation of the law. All parts of the Intrado Information Manager documentation are copyrighted and all rights reserved. This documentation may not be copied, photocopied, or reproduced in whole or in part without Intrado s prior written consent except as otherwise provided in writing. Any authorized copying or reproduction in whole or in part, must contain the following statement: Intrado Information Manager Program and Documentation Friday, October 24, 2008 by Intrado Inc. All Rights Reserved Printed in U.S.A. If you have any questions regarding the appropriate use of this software product and documentation, please direct your comments to: Intrado Inc Dry Creek Drive Longmont, CO Trademark Information Intrado, the triangle beacon design, and the logo forms of the foregoing, are trademarks and/or service marks of Intrado Inc. in the United States, other countries, or both and may be registered therein. All trademarks are properties of their respective owners. Product Updates It is the policy of Intrado to improve products as new technology, software, hardware, and firmware become available. Intrado, therefore, reserves the right to change specifications without prior notice. All features, functions, and operations described herein may not be available worldwide.

3 Table of Contents Chapter 1: Chapter 2: Introduction Intended Audience... 2 Software Applicability... 2 Purpose... 2 New in This Release... 2 Using the Documentation... 2 Document Conventions... 3 Problem Reporting... 5 Overview About the Product Information Manager Users Affiliates... 8 County Coordinators... 8 Telecommunication Providers (Telcos)... 9 CLECs, Wireless Carriers, Public Branch Exchange (PBX) Administrators, Interoffice Channels (IOCs)... 9 ILEC Users... 9 Database Providers... 9 Analyst Users... 9 Query/Report Users... 9 System Administrators... 9 Software Security Overall Security Requirements User IDs Workflow Workflow Approval Chain Status Codes Regular Expressions and Wildcards The Windows Environment Terminology Mouse Field Dialog Box Drop-Down Menus Check Boxes Buttons Tabs Radio buttons Scrolling Frames Internet (Web) Browsers Browser Forward and Back Buttons/Arrows Cookies Optimal Browser Settings Online Help (V ) iii

4 Chapter 3: Chapter 4: System Access and Navigation Login Home Screen Work Snapshot MSAG Change Requests (CR) ALI Discrepancy Reports (DR) Report Manager Snapshot System Navigation MSAG Submenu ALI Submenu TN Submenu Reports Submenu User Names and Passwords User Names Passwords Authentication Failure Session Timeouts Preferences Screen Defaults Export File Formats Change Password Configure Internet Explorer to Open Spreadsheets Export Data to Spreadsheet Format Exporting Data with Leading Zeros Exporting Data with Commas Logout MSAG Management Overview Query MSAG Query Results Summary View Related MSAG Toolbar Export All Modify the Search MSAG - Details Activity Log Summary Related TN(s) Related MSAG CR(s) Query MSAG CRs Query Results Summary View Related CR Toolbar Delete a CR MSAG CR Detail Screens CR Toolbar CR Data and Activity Log Summary Current MSAG Record Insert MSAG Records Create an Insert CR iv (V )

5 Chapter 5: Chapter 6: MSAG CR Insert - Update Update an Insert CR Change MSAG Records Mass MSAG Change MSAG CR Change - Update Update a Change CR Split MSAG Records MSAG CR Split - Update Update a Split CR Combine MSAG Records Create a Combine CR MSAG CR Combine - Update Update a Combine CR Delete MSAG Records Create a Delete CR Mass MSAG Delete MSAG CR Delete - Update Update a Delete CR ALI Management Overview Query ALI Audit Query Results Summary DR Toolbar Query ALI DRs Query Results Summary View Related DR Toolbar ALI DR - Create ALI DR - Existing ALI DR - Details DR Toolbar DR Data and Activity Log Summary DR Information Existing ALI Data Related MSAG(s) Related TN(s) Proposed ALI Data Activity Log ALI DR - Update TN Management Overview Query TNs Limited TN Query Broad TN Query Advanced TN Query Query Results Summary View Related Export All TN Detail (V ) v

6 Related MSAG(s) Related ALI DR(s) Chapter 7: Report Manager Overview Report Manager Run a Report Report Status Report Statuses Report Results View Related Report Toolbar Chapter 8: Service Order Metric Reports Overview TN Error Reports TN Errors Resolution Summary Report Output Detailed TN Errors Resolution Report Output Outstanding TN Errors Summary Report Output Detailed Outstanding TN Errors Report Output Processing Statistics Set Timeframe Processing Statistics Report Output Chapter 9: MSAG Reports Overview MSAG CR Summary Report MSAG CR Summary Report Output MSAG CRs for User IDs Report Set Timeframe MSAG CRs for User IDs Report Output MSAG Community Count MSAG Community Count Report Output Overdue MSAG CRs Overdue MSAG CRs Report Output Chapter 10: PSAP Usage Reports Overview ALI Audits Set Timeframe ALI Audit Report Output ALI Audit by Community Report Output Calls Community Summary Report Output ALI Audit for Company IDs (by Community) (by PSAP) ALI Audit for PSAPs Report Output Calls by PSAP Report Output DR Summary Report Community Reports Calls for Communities by Position Report Output Calls for PSAPs by Community Report Output Calls for Communities by PSAP by Position Report Output Calls for Communities by PSAP by Trunk ID Report Output vi (V )

7 911 Calls for Communities by Trunk ID Report Output Detailed Hourly 911 Calls for Communities Output PSAP Reports Calls for Communities Report Output Calls by PSAP by Trunk ID Report Output Calls for PSAPs Report Output Calls for PSAPs by Position Report Output Calls by PSAP by Position Report Output Detailed Hourly 911 Calls Output Detailed Hourly 911 Calls by PSAP Output Detailed Hourly 911 Calls for Communities Output Position Reports Calls by Position Report Output Calls for PSAPs by Position Report Output Calls by PSAP by Position Report Output Calls for Communities by PSAP by Position Report Output Calls for Communities by Position Report Output Trunk ID Reports Trunk ID Call Summary Report Output Calls for Communities by Trunk ID Report Output Calls for Communities by PSAP by Trunk ID Report Output Calls by PSAP by Trunk ID Report Output No Record Found Report Record Not Found Detailed Report for PSAPs Output Chapter 11: Wireless Queries Overview Wireless Queries Set Timeframe Wireless Queries for Communities and Company IDs Report Output Wireless Queries for Company IDs Report Output Wireless Queries for PSAPs and Company IDs Report Output Wireless Queries for PSAPs and Company IDs by Trunk ID Report Output Wireless Queries Set Timeframe Detailed Wireless Calls for Companies (Carrier) or PSAP Report Output Wireless Queries Summaries by Company ID (Carrier) or PSAP Report Output Wireless Position Updates for Companies (Carrier) or PSAP Report Output Glossary (V ) vii

8 viii (V )

9 1 Introduction Contents Intended Audience... 2 Software Applicability... 2 Purpose... 2 New in This Release... 2 Using the Documentation... 2 Document Conventions... 3 Problem Reporting IM Customer Support Guide v10.0

10 Introduction Intended Audience Intended Audience This guide is intended for Intrado Information Manager (9-1-1 IM) users. Software Applicability This guide describes IM version Purpose This guide describes the various functions and screens of IM and explains how to use the system. New in This Release The changes for IM 10.0 include: Pending is a status rather than a flag. Refer to Status Codes on page 12 for more information. A report scheduling feature has been added that enables users to schedule automatically recurring reports. For information on scheduling recurring reports. Refer to Scheduling a Recurring Report on page 139, Chapter 8: Service Order Metric Reports, Chapter 9: MSAG Reports, Chapter 10: PSAP Usage Reports, and Chapter 11: Wireless Queries. For information on the report scheduling display on the Report Manager screen, refer to Schedule Manager - Active Reports on page 136. For information on the Scheduled Report - Details screen, refer to Scheduled Report - Details on page 142. For information on the Scheduled Report - Delete screen, refer to Scheduled Report - Delete on page 143. Using the Documentation Chapter 1: Introduction Provides information about the IM documentation and describes IM problem reporting. This chapter includes definitions of basic terminology used in the guide. Chapter 2: Overview Describes general aspects of the IM system, such as user requirements, workflow, security, architecture overview, the Windows environment, and Internet browsers IM Customer Support Guide v10.0 (V )

11 Intended Audience Introduction Chapter 3: System Access and Navigation Describes the login and logout processes, entry screen, user names, passwords, and navigation items. Chapter 4: MSAG Management Describes the IM MSAG Management functions, including Query MSAG, Query CRs, directly updating the MSAG database and creating CRs (Change Requests). Chapter 5: ALI Management Describes the IM ALI Management functions, including querying for ALI Audit Records and DRs (Discrepancy Reports) and creating DR. Chapter 6: TN Management Describes the IM TN Management functions, including querying for TNs and TN error records, and updating TNs and TN error records. Chapter 7: Report Manager Describes the Report Manager screen, including how to view, schedule, and download report data. Chapter 8: Service Order Metric Reports Describes the TN Error and Service Order Processing Statistic reports available in IM, including how to generate reports and interpret report data. Chapter 9: MSAG Reports Describes the MSAG statistical reports available in IM, including how to generate reports and interpret report data. Chapter 10: PSAP Usage Reports Describes the PSAP statistical reports available in IM, including how to generate reports and interpret report data. Chapter 11: Wireless Reports Describes the wireless statistical reports available in IM, including how to generate reports and interpret report data. Document Conventions The conventions described in the following table are used in this document. Table 1-1: Document Conventions Convention Description System- Generated Messages User Entry Text displayed in the Courier New font identifies system-generated messages, terms, or field names. Information that must be typed exactly as it appears in identified by this font (bold Courier New). For example, type A:\SETUP in the text box. (V ) IM Customer Support Guide v10.0 3

12 Introduction Intended Audience Table 1-1: Document Conventions (Continued) Convention Description Buttons and Web links <variables> Bold Arial text identifies buttons, drop-down menus, and hyperlinks. Italic text in angled brackets identifies data that must be supplied by you. For example, $<volume> means that the appropriate volume name must be entered. Identifies important text. Identifies key information, such as recommended steps that must be considered before performing another action. Identifies a warning. This information may be vital to the outcome of a command or procedure. Identifies a note. This information is usually helpful but not critical. Select or Click Type or Enter Directs you to activate a command function using the mouse. Sometimes click is further defined as single-click or double-click. Directs you to type information on the PC keyboard. It can also imply that you should press the Enter key after typing the provided information IM Customer Support Guide v10.0 (V )

13 Problem Reporting Introduction Problem Reporting Report IM system problems by contacting AT&T. Recurring issues should be reported immediately. Before reporting a problem, gather as much of the following information as possible: 1. What data was entered into the system immediately before the problem occurred? 2. What did the system do? 3. What was the system expected to do? 4. What messages did the system display? 5. Are there written or printed examples of what occurred? 6. Can the problem be verified by duplicating it on demand? 7. What type of system/modem do you use? 8. Did you consult your user guide on proper operations? (V ) IM Customer Support Guide v10.0 5

14 Introduction Problem Reporting This page intentionally left blank IM Customer Support Guide v10.0 (V )

15 2 Overview Contents About the Product Information Manager Users Affiliates... 8 Telecommunication Providers (Telcos)... 9 Database Providers... 9 Software Security Overall Security Requirements User IDs Workflow Workflow Approval Chain Status Codes Querying with Regular Expressions and Wildcards Querying Remarks The Windows Environment Terminology Internet (Web) Browsers Browser Forward and Back Buttons/Arrows Cookies Optimal Browser Settings Online Help IM Customer Support Guide v10.0

16 Overview About the Product About the Product Intrado Information Manager (9-1-1 IM) helps customers manage telephone subscriber data, street address characteristics, and ALI data correction via browserbased technology Information Manager streamlines data management and provides a detailed audit trial. It tracks requests and updates from beginning to end; creates a full history of system activity; and measures data quality and performance. There are three organization types that use Information Manager: Affiliates, Telecommunication Companies (Telco's) and Database Providers. Users from these organizations will access one or more of the general application areas within Information Manager: MSAG Management ALI Management TN Management Reports Extracts Information Manager Users Affiliates A Affiliate is an individual or group responsible for overseeing a system; this could be a district, state, city, or county employee Affiliates include individuals responsible for maintaining MSAG accuracy and notifying the database provider of discrepancies found with the ALI data that is sent to the PSAP when a call is generated Affiliates also include PSAPs and municipalities who work together to collect and maintain the accuracy of the database. These organizations have two common user roles: Active Change Request (CR)/ Discrepancy Report (DR) and Query/Report. The Active CR/DR users in these organizations have the ability to work on MSAG Change Requests and ALI Discrepancy Reports in addition to other select product functionality. Query/Report users have the ability to view data by running queries and reports, but cannot initiate or approve CRs or DRs. County Coordinators Authorized County Coordinators may access Information Manager to perform MSAG maintenance, or implement MSAG CRs IM Customer Support Guide v10.0 (V )

17 About the Product Overview Telecommunication Providers (Telcos) Telcos, sometimes known as dial-tone providers, are the various organizations that store their TN records in the database. CLECs, Wireless Carriers, Public Branch Exchange (PBX) Administrators, Interoffice Channels (IOCs) Authorized users from an external company may access Information Manager to update TN records, unlock TN records, work TN Errors, view the MSAG database, or implement ALI DRs. ILEC Users Authorized users from an external ILEC may access Information Manager to update TN records, unlock TN records, correct TN errors, perform MSAG maintenance, or implement ALI DRs or MSAG CRs. Database Providers Database providers own and maintain the systems storing data. For Information Manager service customers, Intrado acts as the database provider. These organizations have three common user roles: analyst users, Query/Report users, and system administrators. Analyst Users Analyst users make actual changes to the database systems storing data. In rare circumstances, analyst users may use Information Manager to initiate CRs or DRs, or to run reports or queries. Query/Report Users The database provider's Query/Report users have the ability to view data by running queries and reports and viewing the results, but cannot initiate or approve CRs or DRs. System Administrators System administrators add and remove users from the Information Manager system, perform software configuration, and generate reports. The system administrators set user permission levels. (V ) IM Customer Support Guide v10.0 9

18 Overview About the Product Software The following list identifies general software features for Information Manager: Users access the service over a network. The software is designed for use with Internet Explorer version Compatibility with other browsers is not guaranteed. The software is designed for use with Windows 2000 Professional and Windows XP. Compatibility with other operating systems is not guaranteed. Security Overall Security Requirements All Information Manager users require a login and password to access the system. Users must change their passwords the first time they log in, and can change their passwords anytime after that. System functionality and information retrieval is determined by the user's profile. User IDs Each user ID is associated with the following required data: Permissions and preferences that identify the Information Manager functionality and features a user can use. One or more views that restrict the data the user may access. There are four primary views: MSAG, ALI, TN, and Reports. One or more databases that restrict the data the user may access. One or more customer IDs, that restrict the database provider(s) for that user. An organization ID, used to indicate the organizational group the user is affiliated with. Each PSAP, XTelco, and municipality will have a unique organization ID. User's access to data is restricted through use of the IDs listed above, and according to the views assigned to that user. Workflow A general workflow for using Information Manager to make changes to the underlying databases is shown below, along with status codes for the work orders. Note that the PSAP designation applies to the first step in the approval chain. A PSAP is typically a public safety answering point, but might also be a government employee, depending on the situation. Likewise, the municipality designation applies generally to other approvers in the process who may or may not work for a municipality IM Customer Support Guide v10.0 (V )

19 About the Product Overview Workflow Approval Chain A workflow approval chain occurs when one or more municipalities or telcos needs to approve orders before they can be completed by an analyst user in the system. A workflow approval chain is unnecessary if the workflow is directly between the PSAP and analyst user, and there are no municipalities or telcos involved. For PSAPs, municipalities, and telcos, each work order is opened by a known user who has an approval link through which their work is passed. That approval link is defined in the organization ID. In turn, that link has another link through which the work is passed, and so on. Thus, the workflow approval chain starts with the work order originator and ends with the last level for which approval is required for that work. All users with the same organization ID share responsibility for work orders generated by that ID or forwarded to that ID. This sharing of work allows for staff substitutions or other staffing disruptions. When an analyst user creates a work order, the analyst user routes the order to one of the PSAP, municipality, or telco organizations within that analyst user s scope. Once the order is routed to a specific organization, the work order follows the approval chain for that link. In other words, the work order is dropped into one of the approval chains leading to that analyst user. Figure 2-1: MSAG Workflow With Authorization (V ) IM Customer Support Guide v

20 Overview About the Product Figure 2-2: MSAG Workflow Without Authorization Status Codes Each MSAG CR and ALI DR work order has various status codes assigned to it as it moves through the system. Open, Approved, and Updated requests move an order up the workflow approval chain towards the analyst user. Returned, Withdrawn, Closed, and Historical requests move an order down the workflow approval chain towards the PSAP. Table 2-1: Status Code Status Codes Description 1 - Opened This status is automatically assigned when a new MSAG CR or ALI DR is submitted to the system. PSAP, municipal, Xtelco, and analyst users are all allowed to open work orders. For orders opened by PSAPs, municipal, or Xtelco users, the order is placed in the work queue of the next organization in the approval chain. For orders opened by analyst users, the order is placed in the work queue of the PSAP, municipality, or Xtelco that is selected by the analyst user. 3 - Approved This status is assigned by a PSAP, municipal, or Xtelco user taking action on an MSAG CR or ALI DR. The Approved status indicates an order has been approved for continued processing. The order is then placed in the work queue of the next organization in the approval chain IM Customer Support Guide v10.0 (V )

21 About the Product Overview Table 2-1: Status Code 4 - Returned This status is assigned by the user taking action on the MSAG CR or ALI DR. The Returned status indicates there is a question that needs to be answered, or an update that needs to be made, before the order can be further processed. A Returned order is placed in the work queue of the previous organization in the approval chain, where necessary updates will be made. 5 - Updated Only MSAG CRs or ALI DRs with a Returned status may be Updated. The Updated status indicates that an answer has been provided to a question and/ or necessary updates have been made. Updated orders are placed in the work queue of the next organization in the approval chain (i.e., the organization that Returned the order). 6 - Closed This status is assigned by the top organization in the approval chain, when an order is either closed or implemented. The Closed status indicates that an order has been completed and can no longer be edited. Closed orders are placed in the work queue of the originating organization to be assigned to Historical status. 7 - Withdrawn Status Codes (Continued) Description Only newly Opened or Returned MSAG CRs and ALI DRs may be Withdrawn. The Withdrawn status indicates that an order should be removed from the work queue because no further action is required. 8 - Historical Only MSAG CRs or ALI DRs that are Closed may be assigned a status of Historical. This status is assigned by the originating organization only. The Historical status indicates that a work order has been resolved or closed, and authorizes it to be archived off the system. Querying with Regular Expressions and Wildcards IM supports the use of regular expressions (regex) and wildcards to perform queries. A regex is a search string that describes a pattern of characters. Wildcards are characters used in query expressions to expand word searches into pattern searches. An example of a regex is: ([0-9\+\-\<\>\!\=][\>\=\:\ \..]?[0-9\:\ \..]* The regex search string translates to: the first character must match a pattern of 0-9, +, -, <, >,! or =. The second character is optional and might be >, =, :,,.. or can also be zero or more of 0-9, :,,... An example of a wildcard query is: m*n The wildcard query translates to any word beginning with m and ending with n with any number and type of characters in between. (V ) IM Customer Support Guide v

22 Overview About the Product Table 2-2: Character Wildcard Characters Description? Matches any single character except /. For example, t?n matches tin, tan ten, etc. 9?9 matches 919, 929, 939, etc. * Matches zero or more characters. For example, t*n matches tin, teen, taiwan, etc. 9*9 matches 919, 9869, , etc. [ ] Matches any characters enclosed in the brackets. For example, [a-m]*n matches any word beginning with the letter a through the letter m, ending with the letter n, and any number or type of character in between.. Matches any single character except newline. For example, m..n matches any word beginning with m and ending with n with two characters in between. \ Matches the following regular expression symbol literally, as just itself. For example, \? matches?. ^ Matches the beginning of a line, when used at beginning of regular expression. $ Matches the end of a line, when used at the end of a regular expression. [^ ] Matches any character that is not enclosed in the brackets. For example, [^e]ain matches words beginning with any character other than e and ending in ain. + Matches any character preceding the plus-sign and match at least once at the specific point of the string. For example, fo+l matches fool, fol, foooool, etc. () Divides the search pattern into logical sequences. {} Matches occurrences of the previous character or expression {n}, finding exactly the number n of occurrences of the previous character. For example, a{2} matches aa. [!] Means not. [!] finds any character not listed within the brackets. For example, [!o] matches every character except o. This can be applied to ranges of characters, as well. For example, [!A-Z] finds all characters except upper case letters. < Marks the start of a word. For example, <ma*n matches main, maitlin, madison, etc. > Marks the end of a word. For example, >ain matches main, gain, chaplain, etc. Querying Remarks The following table identifies the wildcard functions available when querying the Remarks field on the MSAG CR and ALI DR query screens IM Customer Support Guide v10.0 (V )

23 About the Product Overview When querying a range in the Remarks field on the MSAG CR or ALI DR query screens, the query is lexical rather than numerical. Table 2-3: Wildcard Options for Remarks Symbol Name Data Types Example > greater than All >100 < less than All <Chicago >= greater than or equal to All >=100 <= less than or equal to All <=Jones <> not equal to All <>Smith!= not equal to All!=Smith : range (inclusive) All 100:200.. range (inclusive) All * zero or more characters Char HI* (HI,HIGH) % one or more characters Char K% (KIM,KEN)? any single character Char T?M (TIM,TOM) or All CHICAGO BOSTON [] list of values Char [ABC]* ^ logical complement Char [^AB]* - Range, used within [] Char [^A-G]* = The equal sign (=) with no value searches for a record that is blank or contains a NULL value N/A N/A Querying System-Generated Messages Certain automatic remarks generated in DBMS for CRs and DRs do not return results when querying the Remarks field on the MSAG CR or ALI DR query screens. For example, the following text entered into the Remarks field on the query screens returns no records: SYSTEM GENERATED MESSAGE: DMS Error Record already exists. An attempt was made to insert a telephone number that already exists and is owned by another company. This is due to the regular expression in this string : colon. To return results with DBMS auto-generated remarks, the following should be entered in the Remarks field on the query screens: SYSTEM GENERATED MESSAGE*. (V ) IM Customer Support Guide v

24 Overview About the Product The asterisk (*) ensures that all records with the text entered before the asterisk are returned. The Windows Environment Information Manager is designed to operate in a Windows environment. Although the application may run on other platforms, it is recommended that you use Windows 2000 Professional or Windows XP. Install Windows on your PC workstation(s) by following the procedures in your Microsoft documentation. Typical users of Information Manager do not perform network installation and configuration; this is performed by their system administrators Information Manager users are only responsible for the installation and configuration of their own workstations. The procedures described in this document use terms that identify elements of this environment. Performing procedures in Windows typically involves the use of a computer pointing device, also referred to as a mouse. Terminology Mouse, fields, dialog boxes, drop-down menus, check boxes, tabs, buttons, radio buttons, and scrolling frames are used in the Information Manager system. Mouse A computer mouse is a pointing device that moves the cursor and selects items on the computer screen using a point-and-click method. Figure 2-3: Computer Mouse The mouse is manipulated by moving it across a flat surface, usually on a mouse-pad that is placed on a desk top. The movement of the mouse controls the location of a pointer that is displayed on the computer screen. Using the buttons located at the top of the mouse, items on the screen may be selected and manipulated. A computer mouse typically has two or three buttons: a left, middle, and right. Middle buttons are less common IM Customer Support Guide v10.0 (V )

25 About the Product Overview Left - The left button is used most often. In many Windows-based applications, pressing the Enter key on the computer keyboard performs the same type of function as the left mouse button when the item is highlighted on the computer screen. Middle - The middle mouse button, if present, is not used in Information Manager (and many other Windows-based applications). Right - The right mouse button is used in Information Manager to click and select items. Field A field is a rectangular location where text may be typed in a window/screen or dialog box. When multiple fields exist, you can press the Tab key to move the cursor from one field to the next. Text is entered into the field Figure 2-4: Field Dialog Box A dialog box is a small system window that is displayed as a result of some user action. A dialog box may display a message that relates to the particular user action. A dialog box is used by the system to gather required information. A dialog box contains at least one button that can be used to initiate a response to the information displayed or gathered in this dialog box. Figure 2 is an example of a dialog box that is asking for a confirmation. Figure 2-5: Sample Dialog Box Drop-Down Menus A drop-down menu is a type of menu that appears as a text box with an arrow pointing down in part of the box. It allows a user to click on it, and a list of choices appear below the menu. After the information drops down, one of the items can be selected. (V ) IM Customer Support Guide v

26 Overview About the Product Selecting the down arrow displays the drop-down menu Figure 2-6: Drop-Down Menu Check Boxes A check box is a graphical user interface element (widget) that indicates a two-way choice or state (selected/unselected) that is chosen by the user. Normally, check boxes are shown on the screen as a square box that can contain white space (for unselected) or a check mark (for selected). Inverting the state of a check box is done by clicking the mouse on the button. Selected check box Figure 2-7: Check Box Buttons In graphical user interfaces, a button is an image, graphic, or a small outlined area in a dialog box that users can click to select a function or command. In the image below, clicking on the button returns to the Home screen. Figure 2-8: Button IM Customer Support Guide v10.0 (V )

27 About the Product Overview Tabs Tabs are similar to buttons but typically do not implement a function or command; rather, when they are clicked on, they change a display area. The Day and Date Range tabs modify the screen area Figure 2-9: Tabs Radio buttons A radio button is a graphical user interface element (widget) that indicates a multi-way choice which can be edited by the user. Radio buttons are arranged in groups of two or more and displayed on screen as, for example, a list of circular holes that can contain white space (for unselected) or a dot (for selected). Adjacent to each radio button is normally shown a caption describing the choice that this radio button represents. When the user selects a radio button, any previously selected radio button in the same group becomes deselected. Selecting a radio button is done by clicking the mouse on the button. Selected radio button Figure 2-10: Radio Buttons Scrolling Frames When the display area of a screen is divided into multiple sections that are capable of operating independently of one another, they are called frames. A scrolling frame has information that extends beyond the frame, requiring the user to scroll down or to the side. Typically, there is a scrolling item (see figure 2-11 on page 20) that the user clicks and drags to scroll along the rest of the frame. (V ) IM Customer Support Guide v

28 Overview About the Product Scrolling item Figure 2-11: Scrolling Frame (and Widget) Internet (Web) Browsers Internet browsers are software applications that are used to find and display Web pages. Internet Explorer (IE) and Netscape Navigator are the most commonly used browsers; however, Information Manager is designed for use with Internet Explorer 6.01, thus only IE settings are discussed in this user guide. Browser Forward and Back Buttons/Arrows The system does not support the use of browser forward or back buttons or arrow. Links are provided throughout Information Manager to support the navigation to and from various screens. Cookies Users must have cookies enabled within the browser to log on to Information Manager. Check settings in Internet Explorer versions 6.01: 1. Select the Tools button from the Internet Explorer toolbar to display the Tools submenu and select the Internet Options button. The Internet Options dialog box displays. See figure 2-12 on page Select the Privacy tab (see figure 2-13 on page 21) and click on the Advanced button. The Advanced Privacy Settings dialog box displays. See figure 2-14 on page Make sure the Override automatic cookie handling check box is unchecked IM Customer Support Guide v10.0 (V )

29 About the Product Overview Figure 2-12: Internet Options Dialog Box Figure 2-13: Internet Options Dialog Box Privacy Tab (V ) IM Customer Support Guide v

30 Overview About the Product Leave this box unchecked. Figure 2-14: Advanced Privacy Settings Dialog Box Optimal Browser Settings For maximum performance, use the following for browser settings in Internet Explorer: 1. Select the Tools button from the Internet Explorer toolbar to display the Tools submenu and select the Internet Options button. The Internet Options dialog box displays. See figure 2-12 on page Under Temporary Internet Files, select the Settings button. The Settings dialog box displays (see figure 2-15 on page 23). 3. Verify that the Automatically radio button is selected. 4. Verify that there is approximately 500 MB for the Amount of disk space to use setting. Use the up and down arrows to adjust the amount. 5. Click OK in Settings dialog box. The dialog box closes. 6. Click OK in Internet Options dialog box. The dialog box closes IM Customer Support Guide v10.0 (V )

31 About the Product Overview Make sure this button is selected. Make sure this field is 500 MB. Figure 2-15: Settings Dialog Box Online Help Online help for general troubleshooting and screen descriptions is available for Information Manager. Access the help system by clicking the Help button located in the upper right corner of the screen during the Information Manager session. Figure 2-16: Online Help (V ) IM Customer Support Guide v

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33 3 System Access and Navigation Contents Login Home Screen Work Snapshot Report Manager Snapshot System Navigation MSAG Submenu ALI Submenu TN Submenu Reports Submenu User Names and Passwords User Names Passwords Authentication Failure Session Timeouts Preferences Screen Defaults Export File Formats Change Password Configure Internet Explorer to Open Spreadsheets Export Data to Spreadsheet Format Logout IM Customer Support Guide v10.0

34 System Access and Navigation Login Login Logging into Information Manager (9-1-1 IM) requires a user name and password. To log into the system: 1. Make sure you have a valid Internet connection. 2. From your desktop, open the browser icon. 3. Go to the Address field in the browser window. 4. Type the URL for Information Manager. If you are unsure of the URL, contact your system administrator. 5. Enter the user name assigned by your system administrator in the User Name field. 6. Enter your password in the Password field. If this is your first time logging in, enter the password assigned by your system administrator in the Password field. You will be then be prompted to change your password. Follow the instructions for changing your password on the screen or select the Help button. Passwords may contain any alpha-numeric character, may be up to 80 characters in length in a trusted system or 8 characters in length in a non-trusted system, and must: Not be the same as your user name. Have at least 2 alphabetical characters. Have at least 1 numeric or special character. Differ in at least 3 positions from your previous password. 7. Click on the Login button. If your user name and password are authenticated by the system, the Home screen displays. Figure 3-1: Login Screen Home Screen After successfully logging in, the IM Home screen displays. The main menu appears at the top and, depending on assigned user views, the Work Snapshot and Report Manager Snapshot screen areas display. For users with the ability to update the database directly, another section called Pending Processes displays (see IM Customer Support Guide v10.0 (V )

35 Login System Access and Navigation figure 3-2 on page 27). This section captures a record of direct MSAG or TN updates that have been submitted by the currently logged in user and displays a list of those that are pending, ready, or have errors. This screen area only displays if direct updates to the database have been submitted. Figure 3-2: IM Home Screen Work Snapshot The Work Snapshot provides a quick overview of the MSAG Change Requests and ALI Discrepancy Reports that are either awaiting action or have been acted upon by the organization. MSAG Change Requests (CR) This section only displays for users with MSAG CR access. The In column shows the total number of CRs that are awaiting processing by the organization. The requests are listed by status code. When a number link is selected, the MSAG Change Request Query Results Summary displays, showing only the items for that status code awaiting the organization's input. The Out column displays the total number of CRs in the system that have been worked by the organization. These requests require action from another organization before further action may be taken. When a number link is selected, the MSAG CR Query Results screen displays, showing the CRs for that status code that the organization has forwarded into the approval chain, sorted by creation date, with the most recent requests displaying first. (V ) IM Customer Support Guide v

36 System Access and Navigation Login ALI Discrepancy Reports (DR) This section only displays for users with ALI DR access. The In column shows the total number of DRs that are awaiting processing by the organization. The reports are listed by status code. When a number link is selected, the ALI Discrepancy Reports Query Results screen displays, showing only the items for that status code awaiting your organization's input. The Out column displays the total number of DRs in the system that have been worked by the organization. These items require action from another organization before further action may be taken. When a number link is selected, the ALI Discrepancy Report Query Results screen displays, showing all the DRs for that status code that the organization has forwarded into the approval chain, sorted by creation date, with the most recent requests displaying first. Report Manager Snapshot This section only displays for users with Report, Extract, or File Manager access. The Report Manager Snapshot displays a summary of Reports, Extracts, and File Transfer activity. For Reports, the snapshot identifies the number of reports that have been requested, have errors, are completed, or are expiring. Selecting the Reports link displays the Report Manager screen. For Extracts, the total number of completed and scheduled extracts display. Selecting the Extracts link displays the Extract Manager screen. For Files, the number of files available for download displays. Selecting the Files link displays the File Manager screen IM Customer Support Guide v10.0 (V )

37 Login System Access and Navigation System Navigation System navigation refers to the buttons and links that display on every page or screen of a web site. These are the primary navigation elements that take users to the functional areas of the web site, as well as general utilities, such as the Preferences, Help, and Logout buttons. The global system navigation for IM includes the Current User field, Logout button, Current Database drop-down menu (if more than one database is accessible), Preferences button, Help button, and the main menu, which includes the Home, MSAG, ALI, TN, Reports and R.Clerk buttons. Moving the mouse pointer over the main menu buttons display additional submenu items that relate to specific functionality within that area of the application. Figure 3-3: Global System Navigation MSAG Submenu The MSAG submenu displays when the mouse pointer is placed over the MSAG button. Placing the mouse pointer over the Query and Update buttons display additional submenus. Query MSAG CRs Update CRs Create CR Figure 3-4: MSAG Query Submenu Figure 3-5: MSAG Update Submenu (V ) IM Customer Support Guide v

38 System Access and Navigation Login ALI Submenu The ALI submenu displays when the mouse pointer is placed over the ALI button. Placing the mouse pointer over the Query and DR buttons display additional submenus. Query DR ALI Audit DRs New ALI Existing ALI Figure 3-6: ALI Query Submenu Figure 3-7: ALI DR Submenu TN Submenu The TN submenu displays when the mouse pointer is placed over the TN button. Placing the mouse pointer over the Query button displays the TN Query submenu. Query TNs File Manager Figure 3-8: TN Query Submenu IM Customer Support Guide v10.0 (V )

39 Login System Access and Navigation Reports Submenu The Reports submenu displays when the mouse pointer is placed over the Reports button. Report Manager Extract Manager Figure 3-9: Reports Submenu User Names and Passwords Access to IM requires a valid user name and password. User Names A user name is a group of characters that identifies a specific user. This identification includes the definition of which database information the user name is allowed to access, as well as the data analyst user who receives the submitted information. User names are assigned, configured, and recorded on the server so that they are recognized when connecting to the system. Upon the purchase and delivery of IM, users are assigned a unique name. If additional user names are needed, contact the system administrator. Passwords A password is a group of characters that secures a user name. Every password corresponds to a user name. Passwords, if kept confidential, guarantee that only authorized users are accessing the system. Passwords are initially set by the IM system administrator. Upon the purchase and delivery of IM, users are informed of their initial passwords by their system administrator. Passwords must be changed the first time a user logs into the system and periodically thereafter, as determined by the system administrator. For information on changing passwords, refer to Change Password on page 34. Passwords must be kept confidential. They should not be shared with anyone. (V ) IM Customer Support Guide v

40 System Access and Navigation Login Authentication Failure If a user name or password is not recognized by the IM system, either due to incorrect entry or a system error, the following message is displayed: Figure 3-10: Login Error Message If a user receives this message, ensure that cookies are enabled in the browser, reenter the user name and password and click the Login button again. If users continue having difficulties logging on to the system, they should contact the system administrator. For information on enabling cookies, refer to Cookies on page 20. Session Timeouts For security purposes, IM sessions are terminated if a user is not actively using the application for a specific period of time (this is usually determined by the system administrator). When the system detects that a workstation is idle, it remains on the last screen the user was accessing. When the user clicks on any of the buttons, tabs, or links in the application, the Login screen displays. The user can log back in and begin a new session. Preferences Screen From the Preferences screen, users can change their passwords, specify the export file format for system reports, and specify default values for state, area code prefix (NPA), or company ID. When the Preferences button is selected, the Defaults tab is highlighted and the Defaults and Export File Formats screen displays. To access the Change Password screen, select the Change Password tab located to the right of the Defaults tab IM Customer Support Guide v10.0 (V )

41 Login System Access and Navigation Figure 3-11: Preferences Screen - Defaults and Export File Formats Defaults Users can specify system defaults, such as a state, area code prefix (NPA), or company ID. When a default is specified, the system automatically populates insert and query screens with the default data. To specify a default state, enter a state postal-code abbreviation in the State text box. To specify a default area code, enter a valid area code in the NPA text box. To specify a default company, enter the identification code in the Company ID text box. To save preferences, select the Save button. Export File Formats Throughout the IM system, an Export All button enables users to save information to their PC in either Excel or pipe-delimited spreadsheet format. The Excel format option exports and opens spreadsheets directly in Microsoft Excel. Delimited files contain raw data values that are separated by a special character, such as a pipe ( ), comma, or tab. The delimited file format can be exported and then imported into a variety of spreadsheet applications. The system exports screen data and reports into the specified file format. To select a default export file format, highlight either the Excel file (.xls) or Delimited text file (.csv) radio button. To save the desired format, select the Save button. Refer to the section, Opening Spreadsheets in a Separate Browser Window on page 35 for additional information on how to download and configure data into an Excel Spreadsheet. If you are using a spreadsheet program other than Excel, refer to the application's user manual for information on importing and opening spreadsheet data. (V ) IM Customer Support Guide v

42 System Access and Navigation Login Table 3-1: Preference Screen Button and Field Descriptions Button/Field State NPA Company ID Excel file (.xls) Delimited text file (.csv) Cancel Save Description Automatically populates TN and MSAG query and insert screens with the specified state. Automatically populates TN query and insert screens with the specified area code. Automatically populates TN query and insert screens with the specified Company ID (this is restricted to only the user's affiliated Company IDs). Sets Excel spreadsheet file format as the system default for the export of screen and report data. Sets the system default for the export of screen and report data to pipe-delimited text file format. A button that cancels the action. A button that saves the preferences for the current and future sessions. Change Password Passwords should be changed regularly to maintain security and prevent unauthorized users from accessing system information. Passwords should be a combination of letters and numbers that can be easily remember but will not be obvious to other users. Passwords should never be written down. To change a password: 1. Display the Preferences screen by selecting the Preferences button in the upper right corner of the application screen. 2. From the Preferences screen, select the Change Password tab. The Change Password screen displays. 3. Enter the current password in the Enter Current Password field. 4. Enter a new password in the Enter New Password field. The password must be a combination of letters and numbers. Passwords may contain any alpha-numeric character, may be up to 80 characters in length in a trusted system or 8 characters in length in a non-trusted system, and must: Not be the same as your user name. Have at least 2 alphabetical characters. Have at least 1 numeric or special character. Differ in at least 3 positions from your previous password. 5. Re-enter the new password in the Confirm New Password field. 6. Select the Save button IM Customer Support Guide v10.0 (V )

43 Login System Access and Navigation Figure 3-12: Change Password Screen Configure Internet Explorer to Open Spreadsheets IM provides an export function that enables users to save data to their individual PCs in spreadsheet format IM is designed to run on Internet Explorer (IE) version 6.0 or higher. If you are using a previous version of the browser, upgrade now before continuing. You may upgrade at IE is designed to automatically open spreadsheet data in Microsoft Excel. If you are using a spreadsheet program other than Excel, refer to the application's user manual for information on configuring browsers to open spreadsheet data. To configure Excel to open in a separate IE window: 1. Open a Windows folder, such as My Documents, on your desktop. 2. From the toolbar (located in the upper left corner of the window), select Tools > Folder Options. (V ) IM Customer Support Guide v

44 System Access and Navigation Login Figure 3-13: My Documents Folder 3. The Folder Options dialog box displays. Figure 3-14: Folder Options Dialog Box 4. Click the File Types tab. 5. In the Registered file types list, scroll down to XLS Microsoft Excel Worksheet IM Customer Support Guide v10.0 (V )

45 Login System Access and Navigation Figure 3-15: File Types List Figure 3-16: File Types List - Select XLS Microsoft Excel Worksheet 6. Select this option and click the Advanced button. The Edit File Type dialog box displays. (V ) IM Customer Support Guide v

46 System Access and Navigation Login Figure 3-17: Edit File Type Dialog Box 7. Uncheck the Browse in same window check box. 8. Click the OK button. The Folder Options dialog box redisplays. Figure 3-18: Folder Options Dialog Box (After Modification) 9. Click the Close button IM Customer Support Guide v10.0 (V )

47 Login System Access and Navigation Export Data to Spreadsheet Format Throughout the IM system, an Export All button displays that enables users to save information to their PC in pipe-delimited spreadsheet format. Delimited files contain raw data values that are separated by a special character, such as a pipe ( ), comma, or tab. The delimited file format can be exported and then imported into a variety of spreadsheet applications. The following steps describe how to download and configure data into a spreadsheet. 1. Click the Export All button. 2. If Excel is configured to open automatically, the data appears in the first spreadsheet cell. Figure 3-19: Excel Spreadsheet 3. Select column A by clicking the column header. (V ) IM Customer Support Guide v

48 System Access and Navigation Login Figure 3-20: Select Column Heading 4. From the main toolbar, select Data > Text to Columns. Figure 3-21: Convert Text to Columns 5. The Convert Text to Columns Wizard opens, beginning with Step 1 of IM Customer Support Guide v10.0 (V )

49 Login System Access and Navigation Figure 3-22: Convert Text to Columns Wizard - Step 1 6. In Step 1, ensure that the Delimited radio button is selected. Click Next. Figure 3-23: Convert Text to Columns Wizard - Step 2 7. In Step 2, select the Comma delimiter check box. Ensure that no other delimiter check boxes are selected. Tab is usually the default selection, so ensure that this check box is unchecked. Click Next. (V ) IM Customer Support Guide v

50 System Access and Navigation Login Figure 3-24: Convert Text to Columns Wizard - Step 3 8. Leave the default settings in Step 3 and click Finish. For additional information on configuring Excel to open in a separate browser window, see also Configure Internet Explorer to Open Spreadsheets on page 35. Exporting Data with Leading Zeros To prevent the loss of leading zeros when exporting data into Microsoft Excel, complete the following steps after downloading and formatting the data using the steps in the previous section, Export Data to Spreadsheet Format on page 39: 1. Open the spreadsheet. 2. Select the LN column. LN Column Figure 3-25: Microsoft Excel Spreadsheet IM Customer Support Guide v10.0 (V )

51 Login System Access and Navigation 3. Select Format > Cells from the main menu. The Format Cells dialog box displays. Select Format > Cells Figure 3-26: Format Cell Selection 4. From the Format Cells dialog box, select Custom from the Category selection list and enter 0000 in the Type text field. Category selection list Type text field Figure 3-27: Format Cells Dialog Box 5. The LN column displays leading zeros. Exporting Data with Commas To export data into Microsoft Excel when a comma is present, complete the following steps: Change the separator in a CSV text file 1. Click the Windows Start menu. 2. Select the Control Panel. (V ) IM Customer Support Guide v

52 System Access and Navigation Login Figure 3-28: Regional and Language Options 3. Open the Regional and Language Options dialog box. 4. From the Regional Options tab, select the Customize button. Customize button Figure 3-29: Regional and Language Options Dialog Box IM Customer Support Guide v10.0 (V )

53 Login System Access and Navigation Enter a pipe character in the List separator box Figure 3-30: Customize Regional Options Dialog Box 5. Type the pipe character in the List separator box. 6. Click the Apply button. 7. Select the OK button twice. Logout Logging out of IM ensures that unauthorized users cannot access the system in your absence. To log out, click the Logout button located to the right of the Current User field. The Login screen displays. From this screen, you or another user can log back into the system or you may close your browser window. Do not end your IM session by selecting the X located in the upper right corner of your browser window. This locks the user out of the system until the session times out. Only close the browser window after logging out of the system via the Logout button. Do not use the browser X to end your session Figure 3-31: Exit Browser (V ) IM Customer Support Guide v

54 System Access and Navigation Login IM Customer Support Guide v10.0 (V )

55 4 MSAG Management Contents Overview Query MSAG Query Results Summary MSAG - Details Query MSAG CRs Query Results Summary Withdraw a CR MSAG CR Detail Screens Insert MSAG Records MSAG CR Insert - Update Change MSAG Records Mass MSAG Change MSAG CR Change - Update Split MSAG Records MSAG CR Split - Update Combine MSAG Records MSAG CR Combine - Update Delete MSAG Records Mass MSAG Delete MSAG CR Delete - Update IM Customer Support Guide v10.0

56 MSAG Management Overview Overview The Master Street Address Guide (MSAG) is a critical element in the enhanced (E9-1-1) system that establishes routing and emergency services boundaries. The MSAG is a computerized database that contains an alphabetical list of street names, address ranges, postal communities, and Emergency Service Numbers (ESN) for all addresses within a particular service area. Each range of house numbers on a street within a predefined jurisdiction is assigned an ESN. Telephone number records contain the actual service address that is used by the MSAG for validation and appropriate ESN assignment. The MSAG information must agree with telephone company customer records and service order systems. The database is used to cross-reference an incoming E9-1-1 call and provide dispatchers with the correct response information for police, fire, and emergency medical services. This chapter describes the MSAG management screens and explains their use. The contents of this chapter cover all MSAG features and assume that the user has access to all functionality. In reality, most users will have access to some but not all of the MSAG features described in this chapter. Access to the various features is permissions-based and determined by the system administrator. The MSAG features described in this chapter include: Queries Querying MSAG records Querying MSAG CRs Updates Changing MSAG records Splitting MSAG records Combining MSAG records Deleting MSAG records Creating New MSAG records Figure 4-1: MSAG Navigation - Query Figure 4-2: MSAG Navigation - Update IM Customer Support Guide v10.0 (V )

57 Overview MSAG Management Figure 4-3: MSAG Navigation - Create Query MSAG MSAG records are stored in a database management system that houses data for all streets in a service area. The primary functions of the MSAG database are to validate subscriber addresses and assign an ESN to each customer phone number record. The MSAG query is a comprehensive search utility designed to locate specific records in the MSAG database based on criteria entered by the user. To search for an MSAG record: 1. From the MSAG submenu, move the mouse pointer over the Query button and select MSAG. The Query MSAG screen displays. 2. Enter data in the available search fields. See table 4-1 on page 52 for field descriptions. For information on using regular expressions or wildcards in the query, refer to Querying with Regular Expressions and Wildcards on page Click the Submit button. The Query Results Summary appears on the lower half of the screen. Figure 4-4: Query MSAG Query Results Summary The Query Results Summary displays on the lower half of the Query MSAG screen, below the search fields. The results are listed with the most recent MSAG record matching the search criteria displaying first. The text field next to the Preview button displays the total number of records matching the search criteria while the Query Results Summary displays the maximum number of records allowed by the system. This number is set by the system administrator. To view a record in more detail, either click on the underlined street name link or select the check box to the left of the record and click on the Details button. To export the query results to your hard drive, select the Export All button. (V ) IM Customer Support Guide v

58 MSAG Management Overview Figure 4-5: Query MSAG Summary View Related The View Related buttons link to additional information about a particular MSAG record. When more than one record is selected, the MSAG - Details screen displays for the first record in the query list with links at the top and bottom of the screen for Previous Record, Next Record, and Back to Summary (returns to the Query Results Summary screen). Details - Displays the MSAG - Details screen for the selected record(s). CRs - Displays the MSAG - Details screen with the Related CR(s) link expanded, showing a list of CRs associated with the MSAG record, if any exist. This link only displays for users with CR access, which is determined by the system administrator. TNs - Displays the MSAG - Details screen with the Related TN(s) link highlighted and the number of associated TNs shown in the Preview text box. Selecting the Related TN(s) link displays the list. This link only displays for users with TN access, which is determined by the system administrator. Figure 4-6: View Related Figure 4-7: Multiple Record Selection IM Customer Support Guide v10.0 (V )

59 Overview MSAG Management MSAG Toolbar The MSAG Toolbar contains buttons for each of the available actions. When a record is selected from the Query Results Summary list, certain buttons on the MSAG Toolbar may deactivate by becoming gray if that action is not available for the selected record. The Insert button always appears active. If you select a record and click on the Insert button, the MSAG - Insert screen displays with the Autofill button activated. Selecting the Autofill button populates the address and range fields with data from the selected MSAG. This might be useful when creating a new MSAG record that closely resembles an existing record. Mass changes or deletes can be made by selecting multiple records from the Query Results Summary list and selecting the Change or Delete buttons from the MSAG Toolbar. For more information on mass changes, refer to Mass MSAG Change on page 76 and on page 85. The MSAG Toolbar buttons include: Insert - Adds one ore more MSAG records to the database. Change - Modifies one or more streets or house ranges for an existing MSAG record. Split - Splits a house range for a single existing MSAG record into two or more house ranges. Combine - Combines house ranges for multiple MSAG records that exist for a given street into a single MSAG record. Only records for different ranges of the same street can be combined. If a user selects only one record from the Query Results Summary and clicks the Combine button, the system loads all possible combination records. If the user selects more than one record from the Query Results Summary and clicks the Combine button, only the selected records display on the MSAG - Combine screen. Delete - Removes one or more records from the MSAG database. Figure 4-8: MSAG Toolbar Export All Throughout the IM system, an Export All button displays that enables users to save query data and report information to their PC into either Microsoft Excel (.xls) or into pipe-delimited (.csv) spreadsheet format. The Excel.xls file format is the export default and opens spreadsheets directly in Microsoft Excel. The delimited.csv file format can be exported and then imported into a variety of spreadsheet applications. The export format is set via the IM Preferences screen. For additional (V ) IM Customer Support Guide v

60 MSAG Management Overview instructions on exporting data, refer to Preferences Screen on page 32 and Export File Formats on page 33. Modify the Search If the search results are too broad (contain too many records) or too narrow (contain too few records), the results can be modified by entering data into unpopulated search fields or deleting data from already populated search fields. A general guideline to follow when entering search criteria is that the more fields are populated, the more specific the query results will be; hence, fewer records will be retrieved. Always click the Submit button to begin a new query. Table 4-1: Button/Field Pre-Dir Street Post-Dir Community County State O/E/B Lo House # Hi House # ESN Exchange Mod. Date (Modification Date) Time User ID TN Comment MSAG Comment Restore Query MSAG Button and Field Descriptions Description The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NE (Northeast), NW (Northwest), SE (Southeast), and SW (Southwest). The street name. The post directional to the street address. Valid options include: N (North), S (South), E (East), W (West), NE (Northeast), NW (Northwest), SE (Southeast), and SW (Southwest). The town or city associated with the street address. The county associated with the street address. The state postal code abbreviation. The odd (O), even (E), or both (B) indicators in a house range. The low number in a house range. The high number in a house range. A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP. A geographical unit established for the administration of communication service in a specified area. The date of the last modification to the record in yyyy/mm/dd format, where y=year, m=month, and d=day. The time of the last modification to the record in hh:mm:ss format, where h=hour, m=minute, and s=second. The identification code of the user who last modified the record. A comment applied to TNs that match the MSAG record. A general use comment field. A button that returns all fields to their original values IM Customer Support Guide v10.0 (V )

61 Overview MSAG Management Table 4-1: Clear Submit Preview Export All Select All (check box button) Details CRs TNs Insert Change Split Combine Delete Button/Field Query MSAG Button and Field Descriptions (Continued) A button that clears all editable fields. A button that submits the request to the system. A button that displays the total number of records returned by the query. A button that saves query results and reports to a user s PC in either Excel.xls or delimited.csv file format. The desired spreadsheet file format is set via the Preferences window. A button that displays as a pre-selected check box. Clicking on the check box selects all items in the Query Results Summary list. View Related A button that displays the Detail screen for the selected record. A button that displays the MSAG - Details screen, with the Related MSAG CR(s) link expanded, showing a list of CRs associated with the MSAG record, if any exist. This link only displays for users with CR access, which is determined by the system administrator. A button that displays the MSAG - Details screen, from which users may select the Preview button to activate the Related TN(s) link. Selecting the link displays a list of TNs associated with the MSAG record. This link only displays for user with TN access, which is determined by the system administrator. MSAG Toolbar Description A button that displays a screen for adding one or more MSAG records to the database. A button that displays a screen for modifying one or more streets or house ranges for an existing MSAG record, such as changing a street suffix from LN (Lane) to DR (Drive). A button that displays a screen for splitting a house range for a single existing MSAG record. A range can be split into a maximum of 99 ranges. A button that displays a screen for combining house ranges for multiple MSAG records that exist for a given street into a single MSAG record. Only records for different ranges of the same street can be combined. A button that displays a screen for removing one or more records from the MSAG database. (V ) IM Customer Support Guide v

62 MSAG Management Overview MSAG - Details The MSAG - Details screen displays the street-level address data for a specific MSAG record, as well as related telephone numbers (TN) and Change Requests (CR). Figure 4-9: MSAG - Details Activity Log Summary The Activity Log Summary appears in the upper right corner of the screen and shows the last time the record was changed and the login ID of the user who last modified the record. The Mod. Date (Modification Date) field displays in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, and d=day, and h=hour, m=minute, and s=second. The Mod. User ID field displays the login ID of the user who last modified the record. Related TN(s) This link only displays for users with TN access, which is determined by the system administrator. To view the TNs associated with the MSAG record, click on the Preview button. The number of TNs displays in the Records Found text box and the Related TN(s) text becomes a link. Selecting the Related TN(s) link displays a list of all the associated TNs, including customer and address data, as well as which TNs are private, unlocked, or have associated errors. Further information about a particular TN can be viewed by selecting the telephone number link or selecting the check box to the left of a TN and clicking the Details button; this displays the TN Detail screen. Selecting the Hide link minimizes this section IM Customer Support Guide v10.0 (V )

63 Overview MSAG Management Figure 4-10: Related TN(s) Related MSAG CR(s) This link only displays for users with CR access, which is determined by the system administrator. The Related MSAG CR(s) link displays a list of CRs associated with the MSAG record. The list appears below the link and displays summary address data for each of the CR(s). To view a CR in more detail, click on the street name link or select the check box to the left of the record and click on the Details button. Selecting the Hide link minimizes this section. Figure 4-11: Related MSAG CR(s) Table 4-2: Button/Field Pre-Dir Street Post-Dir Community County State TN Comment MSAG - Details Button and Field Descriptions Description The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The street name. The post-directional of street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The city or town name. The county associated with the street address. The state postal code abbreviation. A comment applied to TNs that match the MSAG record. (V ) IM Customer Support Guide v

64 MSAG Management Overview Table 4-2: MSAG Comment O/E/B Lo House # Hi House # ESN Exchg. (Exchange) Previous Record Next Record Back to Summary Mod. Date (Modification Date) Mod. User ID (Modifying User ID) Insert Change Split Combine Delete Button/Field M/s (Main/Subline) Preview MSAG - Details Button and Field Descriptions (Continued) A general use comment field. The odd (O), even (E), or both (B) indicators in a house range. The low number in a house range. The high number in a house range. A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP. A geographical unit established for the administration of communication service in a specified area. A link that displays the previously viewed record A link that displays the next selected record. A link that displays the Query Results Summary. Activity Log Summary The date the record was last modified in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The identification code of the user who last modified the record. MSAG Toolbar A button that displays a screen for adding one or more MSAG records to the database. A button that displays a screen for modifying one or more streets or house ranges for an existing MSAG record, such as changing a street suffix from LN (Lane) to DR (Drive). A button that displays a screen for splitting a house range for a single existing MSAG record. A range can be split into a maximum of 99 ranges. A button that displays a screen for combining house ranges for multiple MSAG records that exist for a given street into a single MSAG record. Only records for different ranges of the same street can be combined. A button that displays a screen for removing one or more records from the MSAG database. Related TN(s) Description M = main TN; s = subline of a main TN. A button that displays the total number of related TNs IM Customer Support Guide v10.0 (V )

65 Overview MSAG Management Table 4-2: TN Customer Name House # Pre-Dir Street Post-Dir. Community County State Exchg. (Exchange) essid ESN Co. ID Details Export All CR Type Status Button/Field MSAG - Details Button and Field Descriptions (Continued) The telephone number in NPA/NXX/LN format. NPA is the Number Plan Area (prefix). This is the area code, which is the first three digits of a 10-digit telephone number. NXX is a three-digit code in which N is any digit two through nine and X is any digit zero through nine. They are the second set of three digits in the North American Numbering Plan. LN is the four-digit line number. The name of the individual with whom the address and telephone data is associated. The number of the physical street address. For example, if the full street address is 2879 N FOLSOM AVE, the house number is The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The street name. The post-directional of street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The city or town name. The county associated with the street address. The state postal code abbreviation. A geographical unit established for the administration of communication service in a specified area. The Electronic Switching System Identification; the logical switch identifier required for any load or update operation. A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP. The identification code assigned to the company. A button that displays the detail screen for the selected record. A button that saves query results and reports to a user s PC in either Excel.xls or delimited.csv file format. The desired spreadsheet file format is set via the Preferences window. Related MSAG CR(s) Description Displays the type of CR. Valid options include: Insert, Change, Split, Combine, and Delete. The status assigned to the request. Valid options include: 1 - Opened, 2 - Pending, 3 - Approved, 4 - Returned, 5 - Updated, 6 - Closed, 7 - Withdrawn, or 8 - Historical. (V ) IM Customer Support Guide v

66 MSAG Management Overview Table 4-2: Pre-Dir Street Post-Dir Community County State Low High ESN Exchg. (Exchange) Log # Date Button/Field Org. ID (Organization ID) User ID User Name Details Export All MSAG - Details Button and Field Descriptions (Continued) The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The street name. The post-directional of street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The city or town name. The county associated with the street address. The state postal code abbreviation. The low number in a house range. Description The high number in a house range. A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP. A geographical unit established for the administration of communication service in a specified area. The number assigned to the request by the system when the request is submitted. The date of the activity in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The identification code of the organization associated with the activity. The identification code of the user associated with the activity. The name of the user associated with the activity. A button that displays the detail screen for the selected record. A button that saves query results and reports to a user s PC in either Excel.xls or delimited.csv file format. The desired spreadsheet file format is set via the Preferences window IM Customer Support Guide v10.0 (V )

67 Query MSAG CRs MSAG Management Query MSAG CRs Change Requests (CRs) are created when an MSAG record must be updated. CRs enter into a workflow so that other users may approve, update, or reject the request The Query MSAG - CRs is a search utility designed to locate CRs submitted by you or other Information Manager users. CRs include the following types: Insert - A request to add a new MSAG record to the database. Split - A request to split a house range for a single existing MSAG record into multiple house ranges. Combine - A request to combine house ranges for multiple MSAG records that exist for a given street into a single MSAG record. Change - A request to modify the street or house range data for an existing MSAG record. Delete - A request to remove an MSAG record from the database. Figure 4-12: Query MSAG CRs To search for a CR, complete the following steps: 1. From the MSAG submenu, move the mouse pointer over the Query button and select CRs. The Query MSAG - CRs screen displays. 2. Enter search criteria in the available fields. See table 4-3 on page 63 for field descriptions. For information on using regular expressions or wildcards in the query, refer to Querying with Regular Expressions and Wildcards on page Click the Submit button. The Query Results Summary appears on the lower half of the screen. Query Results Summary The Query Results Summary displays on the lower half of the screen below the search fields. The text field next to the Preview button displays the total number of records matching the search criteria while the Query Results Summary displays the maximum number of records allowed by the system. This number is set by the system administrator. CRs highlighted with a red flag are awaiting action by the user s organization. These CRs must be updated and sent to the next organization in the workflow. (V ) IM Customer Support Guide v

68 MSAG Management Query MSAG CRs To view a CR in more detail, either click on the underlined street name link or select the check box to the left of the record and click on the Details button. To export the query results to your hard drive, select the Export All button. The CR Toolbar includes buttons for updating and deleting CRs. The Update button displays the update screen for the selected CR type (refer to Update an Insert CR on page 73, Update a Change CR on page 76, Update a Split CR on page 80, Update a Combine CR on page 82, or Update a Delete CR on page 86 for more information on modifying CRs). The Delete button removes the CR from the workflow and changes the request status to Historical. It can be viewed by querying for Historical records. Figure 4-13: Query Results Summary View Related The View Related Details button links to additional information about a particular CR. When more than one CR is selected, the MSAG CR - Details screen displays for the first record in the query list with links at the top and bottom of the screen for Previous Record, Next Record, and Back to Summary (returns to the Query Results Summary screen). Details - Displays the MSAG [xxxxxx] CR - Details screen (where [xxxxxx] is Insert, Combine, Change, Split, or Delete) for the selected record. More than one record can be viewed by selecting the check box to the left of the desired records and clicking the Details button. When more than one record is selected, the screen displays for the first record in the query list with links at the top and bottom of the screen for Previous Record, Next Record, and Back to Summary (returns to the Query Results Summary screen). Flagged CRs that are awaiting organization action (red flags) display an Update button above the record details; selecting this button displays the MSAG [xxxxxx] CR - Update screen. Unflagged CRs display a view-only detail screen IM Customer Support Guide v10.0 (V )

69 Query MSAG CRs MSAG Management CR Toolbar The CR Toolbar includes buttons for updating a CR that is awaiting action by the user's organization (these CRs are marked with a red flag), updating or withdrawing a newly submitted CR with an Opened status that originated with the user's organization but has not yet been modified by the next organization in the workflow, withdrawing a CR with a Returned status, or converting a Closed CR to Historical status. These buttons only appear active when a CR is selected for which an update and/or delete action is available; otherwise, they display in a grayed-out mode. The buttons on the CR Toolbar include: Update - Displays the Update screen for the CR type. This button is used for updating a CR that is awaiting action from the user's organization or for modifying a newly submitted CR with an Opened status that originated with the user's organization but has not been modified by the next organization in the workflow. In the latter case, the request remains in the queue of next organization, even after the update has been made. For information on updating CRs, refer to Update an Insert CR on page 73, Update a Change CR on page 76, Update a Split CR on page 80, Update a Combine CR on page 82, or Update a Delete CR on page 86. Withdraw - Displays the MSAG CR - Withdraw screen. This screen enables users to remove an Opened or Returned CR from the workflow. Historical - Converts a Closed CR to the Historical status. Multiple CRs can be converted simultaneously by selecting the checkboxes to the left of the CRs in the query results list and clicking this button. Figure 4-14: Withdraw a CR To withdraw a CR, complete the following steps: 1. Select a newly opened or returned CR or multiple newly opened or returned CRs from the MSAG CR query results list. 2. Select the Withdraw button. A withdraw screen displays for the type of CR being withdrawn (i.e., MSAG Insert - Withdraw or MSAG Change - Withdraw). 3. Enter remarks in the Remarks text field and select the Submit button. A confirmation screen displays indicating that the withdraw request was successful. (V ) IM Customer Support Guide v

70 MSAG Management Query MSAG CRs Figure 4-15: MSAG Insert CR - Withdraw Figure 4-16: MSAG Change CR - Withdraw IM Customer Support Guide v10.0 (V )

71 Query MSAG CRs MSAG Management Table 4-3: Button/Field Pre-Dir Street Post-Dir Community County State O/E/B Lo House # Hi House # ESN Exchange Orig. Date (Originating Date) Orig. Org. ID (Originating Organization ID) Orig. User ID (Originating User ID) Progress Status Log # Query MSAG CRs Button and Field Descriptions Description The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The street name. The post-directional of street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The city or town name. The county associated with the street address. The state postal code abbreviation. The odd (O), even (E), or both (B) indicators in a house range. The low number in a house range. The high number in a house range. A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP. A geographical unit established for the administration of communication service in a specified area. The date of the CR was submitted in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The identification code of the organization that originated the CR. The identification code of the user associated who created the CR. The progress status of the request. Valid options include: New - CRs that appear in the organization s queue for the first time. In-progress - CRs that appear in the organization s queue but have been worked on previously by the organization All new or in-progress CRs that have been touched by a child organization. May be new (the request has just been submitted) or inprogress (the request is being processed). The status assigned to the request. Valid options include: 1 - Opened, 2 - Pending, 3 - Approved, 4 - Returned, 5 - Updated, 6 - Closed, 7 - Withdrawn, or 8 - Historical. The number assigned to the request by the system when the request is submitted. (V ) IM Customer Support Guide v

72 MSAG Management Query MSAG CRs Table 4-3: Type Remarks Restore Clear Button/Field Submit Preview Export All Select All (check box button) Details Update Withdraw Historical MSAG CR Detail Screens Query MSAG CRs Button and Field Descriptions (Continued) A drop-down menu from which to select the type of CR. Valid options include: All, Insert, Change, Combine, Split, and Delete. Displays as CR Type in the Query Results Summary list. A text field for entering user or system-generated text. A button that returns all fields to their original values. A button that clears all editable fields. A button that submits the request to the system. A button that displays the total number of records returned by the query. A button that saves query results and reports to a user s PC in either Excel.xls or delimited.csv file format. The desired spreadsheet file format is set via the Preferences window. A button that displays as a pre-selected check box. Clicking on the check box selects all items in the Query Results Summary list. View Related A button that displays the detail screen for the selected record. CR Toolbar Description A button that displays an update screen for the CR. From this screen, users can make changes to an existing CR and submit it to the next user/organization in the workflow. This option is available for CRs marked by a red flag (meaning that they are awaiting action by the user s organization) or CRs that with an Opened status that originated with the user s organization but have not yet been modified by the next organization in the workflow. A button that removes the CR from the workflow. This option is only available for CRs with an Opened or Returned status. A button that changes the status of a Closed CR to Historical. Multiple CRs can be converted by selecting them from the query results summary list and selecting the button. Every CR submitted to the Information Manager system has a view-only detail screen that displays the original and modified MSAG data (except for Inserts and Deletes, which display only new and original MSAG data, respectively). If the record is awaiting organization action, then input from the organization is required in order for the CR to continue being processed. These records display a red flag with a message above the Activity Log Summary in the upper right corner of the screen, indicating that the CR is awaiting organization action. The Update button is activated for flagged records; selecting this button displays a screen from which the request can be IM Customer Support Guide v10.0 (V )

73 Query MSAG CRs MSAG Management modified and submitted to the next organization in the workflow. For CRs that are not flagged, this button is inactive and appears gray. The detail screens are accessed by performing a CR query and selecting a CR from the Query Results Summary list, either by clicking on the underlined Street link or selecting the check box to the left of the record and clicking on the Details button. CR Toolbar Refer to CR Toolbar on page 61 for a description of the CR Toolbar. CR Data and Activity Log Summary The CR Data and Activity Log Summary boxes appear in the upper right corner of the CR details screen. The CR Data box displays the system-assigned log number (this is assigned when the CR is originally submitted), the CR type (Insert, Change, Combine, Split, or Delete), and the current status (1 - Opened, 2 - Pending, 3 - Approved, 4 - Returned, 5 - Updated, 6 - Closed, 7 - Withdrawn, or 8 - Historical). The Activity Log Summary captures the origination information about the CR, including the date it was created, the ID number of the originating organization, the ID number of the originating user, and the name of the originating user. Current MSAG Record The Current MSAG Record link displays for Change, Split, and Delete CRs only. This link shows the MSAG record as it currently appears in the database, which may be different from the data displayed in the Original MSAG Record screen area. The MSAG record data displays below the link when the link is selected and can be minimized by selecting the Hide link. (V ) IM Customer Support Guide v

74 MSAG Management Query MSAG CRs Figure 4-17: MSAG Insert CR - Details Figure 4-18: MSAG Change CR - Details IM Customer Support Guide v10.0 (V )

75 Query MSAG CRs MSAG Management Figure 4-19: MSAG Combine CR - Details Figure 4-20: MSAG Split CR - Details (V ) IM Customer Support Guide v

76 MSAG Management Query MSAG CRs Figure 4-21: MSAG Delete CR - Details Table 4-4: MSAG CR Details Button and Field Descriptions Button/Field Log Number Request Type CR Data Description The number assigned to the request by the system when the request is submitted. The CR type. Valid options include: All, Insert, Change, Combine, Split, and Delete. Current Status The current status of the request. Valid options include: 1 - Opened, 2 - Pending, 3 - Approved, 4 - Returned, 5 - Updated, 6 - Closed, 7 - Withdrawn, or 8 - Historical. Orig. Date (Origination Date) Orig. Org. ID (Originating Organization ID) Orig. User ID (Originating User ID) Activity Log Summary The date the request was originally submitted. The identification code of the organization that submitted the request. The identification code of the user who submitted the request IM Customer Support Guide v10.0 (V )

77 Query MSAG CRs MSAG Management Table 4-4: Orig. User Name (Originating User Name) Update Delete Pre-Dir Street Post-Dir Community County State O/E/B Lo House # Hi House # ESN Exchg. (Exchange) TN Comment MSAG Comment M/s (Main/Subline) MSAG CR Details Button and Field Descriptions (Continued) Button/Field The name of the user who submitted the request. CR Toolbar A button that displays an update screen for the CR. From this screen, users can make changes to an existing CR and submit it to the next user/organization in the workflow. This option is available for CRs marked by a red flag (meaning that they are awaiting action by the user s organization) or CRs that with an Opened status that originated with the user s organization but have not yet been modified by the next organization in the workflow. A button that removes the CR from the workflow. This option is only available for CRs with an Opened status that originated with the user s organization but have not yet been modified by the next organization in the workflow. MSAG Data The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The street name. The post-directional of street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The city or town name. The county associated with the street address. The state postal code abbreviation. The odd (O), even (E), or both (B) indicators in a house range. The low number in a house range. The high number in a house range. A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP. A geographical unit established for the administration of communication service in a specified area. A comment applied to TNs that match the MSAG record. A general use comment field. Description Estimated TN Fallout M = main TN; s = subline of a main TN. (V ) IM Customer Support Guide v

78 MSAG Management Query MSAG CRs Table 4-4: Preview TN Customer Name House # Pre-Dir Street St. Sfx Post-Dir. Community County State essid ESN Exchg. (Exchange) Co. ID Details Export All Date Time MSAG CR Details Button and Field Descriptions (Continued) Button/Field A button that displays the total number of related TNs. The telephone number in NPA/NXX/LN format. NPA is the Number Plan Area (prefix). This is the area code, which is the first three digits of a 10-digit telephone number. NXX is a three-digit code in which N is any digit two through nine and X is any digit zero through nine. They are the second set of three digits in the North American Numbering Plan. LN is the four-digit line number. The name of the individual with whom the address and telephone data is associated. The number of the physical street address. For example, if the full street address is 2879 N FOLSOM AVE, the house number is The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The street name. The suffix of the street name, such as DR (Drive) or LN (Lane). The post-directional of street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The city or town name. The county associated with the street address. The state postal code abbreviation. The Electronic Switching System Identification; the logical switch identifier required for any load or update operation. A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP. A geographical unit established for the administration of communication service in a specified area. The identification code assigned to the company. A button that displays the detail screen for the selected record. A button that saves query results and reports to a user s PC in either Excel.xls or delimited.csv file format. The desired spreadsheet file format is set via the Preferences window. Activity Log Description The date of the activity in yyyy/mm/dd format, where y=year, m=month, and d=day. The time of the activity in hh:mm:ss format, where h=hour, m=minute, and s=second IM Customer Support Guide v10.0 (V )

79 Query MSAG CRs MSAG Management Table 4-4: Organization ID User ID Name Remarks Forwarded Status MSAG CR Details Button and Field Descriptions (Continued) Button/Field Description The identification code of the organization associated with the activity. The login ID of the user associated with the activity. The name of the user associated with the activity. Additional information submitted by the user at the time of the activity. This text often explains the purpose for any action taken or informs other users of any issues encountered. The CR status at the time of the activity. (V ) IM Customer Support Guide v

80 MSAG Management Insert MSAG Records Insert MSAG Records The MSAG - Insert screen is used to enter a new address record directly to the MSAG database or to create a CR to add a new street record to the MSAG database. This is required, for example, when a new street is built and a subsequent addresses assigned. The Update option, which is not available to most users, enters the new record directly into the database. The Change Request option creates a CR for the new record that enters it into a workflow where it can be reviewed, updated, returned, or approved by other organizations. Create an Insert CR 1. Place the mouse pointer over the MSAG button to display the submenu and select the Create button. The MSAG - Insert screen displays (see figure 4-22 on page 73). 2. Choose the Change Request option from the Select the type of change you wish to make drop-down menu. 3. Enter as much information as possible in the available address fields: Pre-Dir (Pre- Directional), Street, Post-Dir (Post-Directional), Community, County, State, TN Comment, MSAG Comment, Police, Fire, EMS, and Municipal ID. Required fields are marked by a red asterisk. The ESN and Exchange fields autopopulate with the values contained on the previously viewed record. 4. Enter as much information as possible in the range fields: O/E/B, Lo House #, Hi House #, and ESN. Required fields are marked by a red asterisk. 5. Enter any comments in the Remarks text field. 6. Select an organization to which to forward the request (if necessary) from the Forward to Organization drop-down menu. This field only displays for top-level organizations. 7. Select the Submit button. A confirmation screen displays indicating whether or not the request was successfully entered into the system IM Customer Support Guide v10.0 (V )

81 Insert MSAG Records MSAG Management Figure 4-22: MSAG Insert - Create CR MSAG CR Insert - Update This screen is used to review and update Insert CRs in an organization s queue. It can be used to update a CR that is awaiting action from the user's organization or to modify a newly submitted CR with an Opened status that originated with the user's organization but has not been modified by the next organization in the workflow. The CR Data, Activity Log Summary, and Activity Log screen areas display information about the request, including when and by whom it was submitted, current status, and a history of all user activity (see the table below for field descriptions). The New MSAG Record screen area displays editable fields populated with the CR address data. These fields should be reviewed for accuracy and updated if necessary. Update an Insert CR 1. Review the data in the address and range fields displayed in the New MSAG Record screen area and make any necessary changes. For field descriptions, refer to table 4-5 on page Select a status from the Action drop-down menu. For descriptions of the status codes, refer to Status Codes on page 12. The available status codes depend on the current status of the CR. 3. Enter any additional information about the changes or the request in Remarks text field. 4. Select the Submit button. A confirmation screen displays indicating whether or not the request was successfully entered into the system. (V ) IM Customer Support Guide v

82 MSAG Management Insert MSAG Records Figure 4-23: MSAG Insert CR - Update Change MSAG Records The MSAG - Change screen is used to create a request to change the street information or house range data on an existing MSAG record. This is required when a street name or house range changes. Creating a CR for an MSAG record enters it into a workflow where it can be reviewed, updated, returned, or approved by other organizations. Create a Change CR 1. From the MSAG submenu, place the mouse pointer over the Update button and select the MSAG button. The Query MSAG screen displays (see figure 4-4 on page 49). 2. Enter address information in the available search fields to find the MSAG record that needs to be updated. For instructions on performing a query, refer to Query MSAG on page Select the Submit button. The Query Results Summary appears on the lower half of the screen. 4. From the list of results, locate the record that requires modification. Select the check box to the left of the record and click the Change button from the MSAG Toolbar. The MSAG - Change screen displays (see figure 4-24 on page 75); the editable address fields in the MSAG Record Change screen area are pre-populated with the current MSAG record information. From this screen, the database can be updated directly or IM Customer Support Guide v10.0 (V )

83 Insert MSAG Records MSAG Management a CR can be created that enters the request into a workflow for approval by other users and organizations. 5. In the MSAG Record Change screen area, make the necessary changes in the address and range data fields. These fields include: Pre-Dir (Pre-Directional), Street, Post-Dir (Post-Directional), Community, County, State, TN Comment, MSAG Comment, O/E/B, Lo House #, Hi House #, ESN, and Exchange. Required fields are marked by a red asterisk. 6. Enter any comments in the Remarks text field. 7. Select an organization to which to forward the request (if necessary) from the Forward to Organization drop-down menu. This field only displays for top-level organizations. 8. To view TNs that might be orphaned by the action, select the Preview button located to the right of the Estimated TN Fallout text. The number of TNs displays in the box and the Estimated TN Fallout text becomes a link. Selecting the link expands the section, displaying the list of the TN(s) (if any were found). 9. Select the Submit button. A confirmation screen displays indicating whether or not the request was successfully entered into the system. Figure 4-24: MSAG Change - Create CR (V ) IM Customer Support Guide v

84 MSAG Management Insert MSAG Records Mass MSAG Change Multiple records can be selected from the Query Results Summary to create a Mass MSAG Change request that modifies the same data for all the selected records. This is a one-step function that enables users to create Change CRs for all the selected records rather than submitting individual CRs. If creating a Mass MSAG Change, select the Submit [x] CRs button, where [x] = the number of records selected from the Query Results Summary. This creates CRs for all the selected records with the modifications specified on the first input screen. Figure 4-25: Mass Change Button MSAG CR Change - Update This screen is used to review and update a CR to modify a street record in the MSAG database. It can be used to update a CR that is awaiting action from the user's organization or to modify a newly submitted CR with an Opened status that originated with the user's organization but has not been modified by the next organization in the workflow. The CR Data, Activity Log Summary, and Activity Log screen areas display information about the request, including when and by whom it was submitted, current status, and a history of all user activity. The MSAG Record Change screen area displays editable fields populated with the CR address data. These fields should be reviewed for accuracy and updated if necessary. Update a Change CR 1. Review the data in the address and range fields displayed in the MSAG Record Change screen area and make any necessary changes. For field descriptions, refer to table 4-5 on page Select a status from the Action drop-down menu. For descriptions of the status codes, refer to Status Codes on page 12. The status codes that display depend on the current status of the request. 3. Enter any additional information about the changes or the request in Remarks text field. 4. Select the Submit button. A confirmation screen displays indicating whether or not the request was successfully entered into the system IM Customer Support Guide v10.0 (V )

85 Insert MSAG Records MSAG Management Figure 4-26: MSAG Change CR - Update (V ) IM Customer Support Guide v

86 MSAG Management Split MSAG Records Split MSAG Records The MSAG - Split screen is used to split an existing house range into two or more house ranges. This is required when part of the house range in a single MSAG record is assigned a different Emergency Service Number (ESN) than the rest of the range for the MSAG record. Creating a CR for an MSAG record enters it into a workflow where it can be reviewed, updated, returned, or approved by other organizations. Create a Split CR 1. From the MSAG submenu, place the mouse pointer over the Update button and select the MSAG button. The Query MSAG screen displays (see figure 4-4 on page 49). 2. Enter address information in the available search fields to find the MSAG record that needs to be updated. For instructions on performing a query, refer to Query MSAG on page Select the Submit button. The Query Results Summary appears on the lower half of the screen. 4. From the list of results, locate the record that requires modification. Select the check box to the left of the record and click the Split button from the MSAG Toolbar. The MSAG - Split screen displays (see figure 4-27 on page 79). 5. In the MSAG Record Split screen area, enter the new range data in the following fields: O/E/B, Lo House #, Hi House #, ESN, and Exchange. 6. If more rows are needed to add additional ranges, enter the number of additional rows in the Rows text box and select the Add button. A maximum of 99 ranges may be added. Enter the range data in the additional rows, if necessary. 7. Enter any comments in the Remarks text field. 8. Select an organization to which to forward the request (if necessary) from the Forward to Organization drop-down menu. This field only displays for top-level organizations. 9. To view TNs that might be orphaned by the action, select the Preview button located to the right of the Estimated TN Fallout text. The number of TNs displays in the box and the Estimated TN Fallout text becomes a link. Selecting the link expands the section, displaying the list of the TN(s) (if any were found). 10. Select the Submit button. A confirmation screen displays indicating whether or not the request was successfully entered into the system. Users with an editable Community field can split the MSAG record into two or more communities, as long as the total number of unique combinations does not exceed IM Customer Support Guide v10.0 (V )

87 Split MSAG Records MSAG Management Figure 4-27: MSAG Split - Create CR MSAG CR Split - Update This screen is used to review and update a CR to split an existing street record in the MSAG database. It can be used to update a CR that is awaiting action from the user's organization or to modify a newly submitted CR with an Opened status that originated with the user's organization but has not been modified by the next organization in the workflow. The CR Data, Activity Log Summary, and Activity Log screen areas display information about the request, including when and by whom it was submitted, current status, and a history of all user activity. The MSAG Record Split screen area displays editable fields populated with the CR range data. These fields should be reviewed for accuracy and updated if necessary. (V ) IM Customer Support Guide v

88 MSAG Management Split MSAG Records Update a Split CR 1. Review the data in the address and range fields displayed in the MSAG Record Split screen area and make any necessary changes. For field descriptions, refer to table 4-5 on page Select a status from the Action drop-down menu. For descriptions of the status codes, refer to Status Codes on page 12. The status codes that display depend on the current status of the request. 3. Enter any additional information about the changes or the request in Remarks text field. 4. Select the Submit button. A confirmation screen displays indicating whether or not the request was successfully entered into the system. Figure 4-28: MSAG Split CR - Update IM Customer Support Guide v10.0 (V )

89 Combine MSAG Records MSAG Management Combine MSAG Records The MSAG - Combine screen is used combine up to five MSAG records into a single entry. This is required when multiple house ranges for a single street are assigned the same ESN. As a result, only one MSAG record is needed for the house ranges and street. Creating a CR for an MSAG record enters it into a workflow where it can be reviewed, updated, returned, or approved by other organizations. Create a Combine CR 1. From the MSAG submenu, place the mouse pointer over the Update button and select the MSAG button. The Query MSAG screen displays (see figure 4-4 on page 49.) 2. Enter address information in the available search fields to find the MSAG record that needs to be updated. For instructions on performing a query, refer to Query MSAG on page Select the Submit button. The Query Results Summary appears on the lower half of the screen. 4. From the list of results, locate the records to combine. Select the check boxes to the left of each record and click the Combine button from the MSAG Toolbar. The MSAG - Combine screen displays (see figure 4-29 on page 82). You may also select only one record and click the Combine button, in which case the system locates all other possible record combinations and displays them on the MSAG - Combine screen. 5. In the MSAG Record Combination screen area, make the necessary changes in the following editable fields: TN Comment, MSAG Comment, O/E/B, Lo House #, Hi House #, ESN, and Exchange. Required fields are marked by a red asterisk. 6. Enter any comments in the Remarks text field. 7. Select an organization to which to forward the request (if necessary) from the Forward to Organization drop-down menu. This field only displays for top-level organizations. 8. To view TNs that might be orphaned by the action, select the Preview button located to the right of the Estimated TN Fallout text. The number of TNs displays in the box and the Estimated TN Fallout text becomes a link. Selecting the link expands the section, displaying the list of the TN(s) (if any were found). 9. Select the Submit button. A confirmation screen displays indicating whether or not the request was successfully entered into the system. (V ) IM Customer Support Guide v

90 MSAG Management Combine MSAG Records Figure 4-29: MSAG Combine - Create CR MSAG CR Combine - Update This screen is used to review and update a CR to combine street records in the MSAG database. It can be used to update a CR that is awaiting action from the user's organization or to modify a newly submitted CR with an Opened status that originated with the user's organization but has not been modified by the next organization in the workflow. The CR Data, Activity Log Summary, and Activity Log screen areas display information about the request, including when and by whom it was submitted, current status, and a history of all user activity. The MSAG Record Combination screen area displays editable fields populated with the CR address data. These fields should be reviewed for accuracy and updated if necessary. Update a Combine CR 1. Review the data in the address and range fields displayed in the MSAG Record Combination screen area and make any necessary changes. For field descriptions, refer to table 4-5 on page Select a status from the Action drop-down menu. For descriptions of the status codes, refer to Status Codes on page 12. The status codes that display depend on the current status of the request. 3. Enter any additional information about the changes or the request in Remarks text field. 4. Select the Submit button. A confirmation screen displays indicating whether or not the request was successfully entered into the system IM Customer Support Guide v10.0 (V )

91 Combine MSAG Records MSAG Management Figure 4-30: MSAG Combine CR - Update (V ) IM Customer Support Guide v

92 MSAG Management Delete MSAG Records Delete MSAG Records The MSAG - Delete screen is used to delete an address record from the MSAG database. This is required when an MSAG record becomes obsolete. Creating a CR for an MSAG record enters it into a workflow where it can be reviewed, updated, returned, or approved by other organizations. Create a Delete CR 1. From the MSAG submenu, place the mouse pointer over the Update button and select the MSAG button. The Query MSAG screen displays (see figure 4-4 on page 49). 2. Enter address information in the available search fields to find the MSAG record that needs to be updated. For instructions on performing a query, refer to Query MSAG on page Select the Submit button. The Query Results Summary appears on the lower half of the screen. 4. From the list of results, locate the record that requires deletion. Select the check box to the left of the record and click the Delete button from the MSAG Toolbar. The MSAG - Delete screen displays (see figure 4-31 on page 85). 5. Review the MSAG record to ensure that it is the proper record for deletion. 6. Enter any comments in the Remarks text field. 7. Select an organization to which to forward the request (if necessary) from the Forward to Organization drop-down menu. This field only displays for top-level organizations. 8. To view TNs that might be orphaned by the action, select the Preview button located to the right of the Estimated TN Fallout text. The number of TNs displays in the box and the Estimated TN Fallout text becomes a link. Selecting the link expands the section, displaying the list of the TN(s) (if any were found). 9. Select the Submit button. A confirmation screen displays indicating whether or not the request was successfully entered into the system IM Customer Support Guide v10.0 (V )

93 Delete MSAG Records MSAG Management Figure 4-31: MSAG Delete - Create CR Mass MSAG Delete Multiple records can be selected from the Query Results Summary to create a Mass MSAG Delete request. This is a one-step function that enables users to create Delete CRs for all the selected records rather than submitting individual CRs. If creating a Mass MSAG Delete request, select the Submit [x] CRs button, where [x] = the number of records selected from the Query Results Summary. This creates CRs for all the selected records. Figure 4-32: Mass Delete Button MSAG CR Delete - Update This screen is used to review and update a CR to delete a street record from the MSAG database. It can be used to update a CR that is awaiting action from the user's organization or to modify a newly submitted CR with an Opened status that originated with the user's organization but has not been modified by the next organization in the workflow. The CR Data, Activity Log Summary, and Activity Log screen areas display information about the request, including when and by whom it was submitted, current status, and a history of all user activity (see table 4-5 on page 87 for field descriptions). (V ) IM Customer Support Guide v

94 MSAG Management Delete MSAG Records Update a Delete CR 1. Review the data in the address and range fields displayed in the New MSAG Record screen area and make any necessary changes. For field descriptions, refer to table 4-5 on page Select a status from the Action drop-down menu. For descriptions of the status codes, refer to Status Codes on page 12. The status codes that display depend on the current status of the request. 3. Enter any additional information about the changes or the request in Remarks text field. 4. Select the Submit button. A confirmation screen displays indicating whether or not the request was successfully entered into the system. Figure 4-33: MSAG Delete CR - Update IM Customer Support Guide v10.0 (V )

95 Delete MSAG Records MSAG Management Table 4-5: Button/Field Select type of change you wish to make Pre-Dir Street Post-Dir Community County State TN Comment MSAG Comment O/E/B Lo House # (Low) MSAG CR Button and Field Descriptions Description A drop-down menu from which to select the type of MSAG change to make. Valid options include: Change Request. The Change Request option enters the request into the workflow so that it may be reviewed and approved (or rejected) by other users and/or organizations. The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NE (Northeast), NW (Northwest), SE (Southeast), and SW (Southwest). The street name. The post directional to the street address. Valid options include: N (North), S (South), E (East), W (West), NE (Northeast), NW (Northwest), SE (Southeast), and SW (Southwest). The town or city associated with the street address. The county associated with the street address. The state postal code abbreviation. A comment applied to TNs that match the MSAG record. A general use comment field. The odd (O), even (E), or both (B) indicators in a house range. The low number in a house range. Hi House # (High) ESN Exchg. (Exchange) Action Remarks Forward to Organization Autofill Clear Cancel The high number in a house range. A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP. A geographical unit established for the administration of communication service in a specified area. A drop-down menu from which to select a status for the request. Valid options include: 1 - Opened, 2 - Pending, 3 - Approved, 4 - Returned, 5 - Updated, 6 - Closed, 7 - Withdrawn, or 8 - Historical. A text field for entering additional information about the request. This text often explains the purpose for any action taken or informs other users of any issues encountered. (The presence of this field depends on user permissions.) A dropdown menu that lists the organizations to which the request may be routed. A button that populates the address and range fields with data from the most recently viewed MSAG record. A button that clears all editable fields. A button that cancels the action. (V ) IM Customer Support Guide v

96 MSAG Management Delete MSAG Records Table 4-5: Submit Insert Add (range rows) Rows Previous Record Next Record Back to Summary MSAG CR Button and Field Descriptions (Continued) Button/Field Description A button that submits the request to the system. A button that displays a screen for adding a new street record to the MSAG database. A button that adds additional rows for entering range information. A text field for entering the number of additional range rows to add to the record. A link that displays the previously viewed record A link that displays the next selected record. A link that displays the Query Results Summary. Estimated TN Fallout/Related TN(s) M/s (Main/Subline) Preview TN Customer Name House # Pre-Dir Street Post-Dir. Community County State essid ESN M = main TN; s = subline of a main TN. A button that displays the total number of related TNs. The telephone number in NPA/NXX/LN format. NPA is the Number Plan Area (prefix). This is the area code, which is the first three digits of a 10-digit telephone number. NXX is a three-digit code in which N is any digit two through nine and X is any digit zero through nine. They are the second set of three digits in the North American Numbering Plan. LN is the four-digit line number. The name of the individual with whom the address and telephone data is associated. The number of the physical street address. For example, if the full street address is 2879 N FOLSOM AVE, the house number is The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The street name. The post-directional of street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The city or town name. The county associated with the street address. The state postal code abbreviation. The Electronic Switching System Identification; the logical switch identifier required for any load or update operation. A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP IM Customer Support Guide v10.0 (V )

97 Delete MSAG Records MSAG Management Table 4-5: Co. ID Details Export All CR Type Status Pre-Dir Street Post-Dir. Community County State Low High ESN Log # Date Org. ID (Organization ID) User ID User Name Details Export All MSAG CR Button and Field Descriptions (Continued) Button/Field The identification code assigned to the company. A button that displays the detail screen for the selected record. A button that saves query results and reports to a user s PC in either Excel.xls or delimited.csv file format. The desired spreadsheet file format is set via the Preferences window. Related MSAG CR(s) Displays the type of Change Request. Valid options include: Insert, Change, Split, Combine, and Delete. The status assigned to the request. Valid options include: 1 - Opened, 2 - Pending, 3 - Approved, 4 - Returned, 5 - Updated, 6 - Closed, 7 - Withdrawn, or 8 - Historical. The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The street name. The post-directional of street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The city or town name. The county associated with the street address. The state postal code abbreviation. The low number in a house range. Description The high number in a house range. A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP. The number assigned to the request by the system when the request is submitted. The date of the activity in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The identification code of the organization associated with the activity. The identification code of the user associated with the activity. The name of the user associated with the activity. A button that displays the detail screen for the selected record. A button that saves query results and reports to a user s PC in either Excel.xls or delimited.csv file format. The desired spreadsheet file format is set via the Preferences window. (V ) IM Customer Support Guide v

98 MSAG Management Delete MSAG Records IM Customer Support Guide v10.0 (V )

99 5 ALI Management Contents Overview...92 Query ALI Audit...93 Query Results Summary Query ALI DRs...95 Query Results Summary Withdraw a DR ALI DR - Create ALI DR - Existing ALI DR - Details ALI DR - Update IM Customer Support Guide v10.0

100 ALI Management Overview Overview An ALI (Automatic Location Identification) record contains the name and address associated with a particular telephone number. It displays the address location of the telephone number from which the call originated, as well as additional information, including the caller s telephone class of service, and the primary law enforcement, fire and emergency medical response agencies that serve the caller s address. This information is displayed at the call taker s station (PSAP) in areas that support enhanced (E9-1-1) services. The ALI functions in Information Manager are designed to help ensure that accurate information is received by the call taker at the PSAP. With this system, users with the appropriate permissions (i.e., access to ALI functionality) can add or update address and TN information contained within the ALI database. The contents of this chapter cover all ALI features and assume that the user has access to all functionality. In reality, most users will have access to some but not all of the ALI features described in this chapter. Access to the various features is permissions-based and determined by the system administrator. The ALI features described in this chapter include: ALI Queries Querying ALI Audit records Querying ALI DRs Creating DRs Creating DRs without existing ALI Audit records Creating DRs from existing ALI Audit records Figure 5-1: ALI Navigation - Query Figure 5-2: ALI Navigation - Update IM Customer Support Guide v10.0 (V )

101 Query ALI Audit ALI Management Query ALI Audit Each time a call taker queries the ALI database to retrieve a caller's location information, an ALI Audit record is created. The audit record captures the ALI information that was received by the call taker. The Query ALI Audit screen is used to search for these records. To search for an ALI record, complete the following steps: 1. From the ALI submenu, place the mouse pointer over the Query button to display the Query submenu and select the ALI Audit button. The Query ALI Audit screen displays. 2. Enter a TN in NPA/NXX/LN format in the TN fields. These fields are required. 3. Specify a date range by entering a year, month, and day in the Begin Date and End Date fields. If the End Date is left blank, the system uses the Begin Date, creating a one day window for the query. Begin Date is required. 4. Enter a time in the Time field using the 24-hour format. 5. Select a response code from the Response Code drop-down menu. Valid options are: Both Paths Okay, One Path Okay, Record Not Found, and Manual Query Denied. 6. Click the Submit button. The query results display on the lower half of the screen. For information on using regular expressions or wildcards in the query, refer to Querying with Regular Expressions and Wildcards on page 13. Figure 5-3: Query ALI Audit Query Results Summary The Query Results Summary appears on the lower half of the screen and displays the results matching the criteria specified in the Query ALI Audit. The TN, date and time of the call, and the associated response code appear for each record. Selecting the TN displays the ALI Discrepancy Report - Create from ALI Audit Record screen. From this screen, a Discrepancy Report (DR) can be created, if necessary. To export the query results to your hard drive, select the Export All button. To select all the records in the list, click on the Select All check box button. (V ) IM Customer Support Guide v

102 ALI Management Query ALI Audit Select All button Figure 5-4: Query Results Summary DR Toolbar The DR Toolbar includes buttons for creating a DR for an existing ALI Audit record or creating a DR without an existing ALI Audit record. For more information Create - Displays the ALI Discrepancy Report - Create from ALI Audit Record screen, from which a DR can be created for an existing ALI Audit record. Create New - Displays the ALI Discrepancy Report - Create screen, from which a DR can be created without an associated ALI Audit record. Figure 5-5: DR Toolbar - Query ALI Audit IM Customer Support Guide v10.0 (V )

103 Query ALI Audit ALI Management Table 5-1: TN Query ALI Audit Button and Field Descriptions Button/Field Begin Date End Date Time (24 hr) Response Code Submit Clear Restore Export All Select All (check box button) Create Create New Description The telephone number in NPA/NXX/LN format. NPA is the Number Plan Area (prefix). This is the area code, which is the first three digits of a 10-digit telephone number. NXX is a three-digit code in which N is any digit two through nine and X is any digit zero through nine. They are the second set of three digits in the North American Numbering Plan. LN is the four-digit line number. The date to begin the search from. Specifying a beginning date retrieves all records created on or after this date. The format is yyyy/ mm/dd format, where y=year, m=month, and d=day. The date to end the search. Specifying an ending date retrieves records created up to this date. The time of day in 24-hour format, such as 13 for 1pm. Drop-down menu from which to select the response code associated with the ALI record. Valid options include: Both Paths OK, One Path OK, No Record Found, and Manual Query Denied. A button that submits the request to the system A button that clears all editable fields. A button that returns all fields to their original values. A button that saves query results and reports to a user s PC in either Excel.xls or delimited.csv file format. The desired spreadsheet file format is set via the Preferences window. A button that displays as a pre-selected check box. Clicking on the check box selects all items in the Query Results Summary list. DR Toolbar A button that the ALI Discrepancy Report - Create from ALI Audit Record screen, from which a DR can be created for an existing ALI Audit record. A button that displays the ALI Discrepancy Report - Create screen, from which a DR can be created without an associated ALI Audit record. Query ALI DRs Discrepancy Reports (DRs) are created whenever incorrect address or telephone data display during a call in an area with enhanced (E9-1-1). The Query ALI DRs screen is used to search for DRs in the Information Manager system. To search for a DR: 1. From the ALI submenu, place the mouse pointer over the Query button to display the Query submenu and select the DRs button. The Query ALI DRs screen displays. (V ) IM Customer Support Guide v

104 ALI Management Query ALI Audit 2. Enter search criteria into the available fields. Refer to table 5-2 on page 99 for field descriptions. For information on using regular expressions or wildcards in the query, refer to Querying with Regular Expressions and Wildcards on page Click the Submit button. The query results appear on the lower half of the screen. Figure 5-6: Query ALI DRs Query Results Summary The query results display a list of all the DRs matching the search criteria. Additional details about the DR can be viewed by selecting the Log ID# or selecting the check box to the left of the record and clicking the Details button (multiple DRs may be selected this way). If more than one DR is selected, a detail screen for the first DR displays; subsequent DRs can be viewed by selecting the Next Record link. There are two sorting options for the query results: Sort 1 and Sort 2. Sort 1 is the default, and displays the results in chronological order, with the most recently created DRs displaying first. Sort 2 displays the results by status, beginning with: 1 - Opened, 2 - Pending, 3 - Approved, 4 - Returned, 5 - Updated, 6 - Closed, 7 - Withdrawn, and 8 - Historical. To export the query results to your hard drive, select the Export All button. To select all the records in the list, click on the Select All check box button. Figure 5-7: Query Results Summary IM Customer Support Guide v10.0 (V )

105 Query ALI Audit ALI Management View Related The View Related buttons enable users to view additional information related to the DR. Details - Displays the ALI DR - Details screen, which shows the full DR record. TNs - Displays ALI - DR Details screen with the Related TN(s) link expanded, showing a list of all associated TNs. This link only displays for users with TN access, which is determined by the system administrator. MSAG - Displays the ALI DR - Details screen with the Related MSAG(s) link expanded, showing a list of all associated MSAG records. This link only displays for users with MSAG access, which is determined by the system administrator. Figure 5-8: View Related DR Toolbar The DR Toolbar includes buttons for updating a DR that is awaiting action by the user's organization (these DRs are marked with a red flag), creating a DR for a new ALI Audit record, withdrawing a DR with an Opened or Returned status or converting a DR with a Closed status to Historical. The Update, Withdraw, and Historical buttons only appear active when a DR is selected for which these actions are available; otherwise, they display in a grayed-out mode. The buttons on the DR Toolbar include: Update - Displays the ALI Discrepancy Report - Update screen. This screen is used for updating a DR that is awaiting action from the user's organization or for modifying a newly submitted DR with an Opened status that originated with the user's organization but has not been modified by the next organization in the workflow. Create New - Displays the ALI Discrepancy Report - Create screen. This screen enables users to create a DR for a new ALI Audit record. Withdraw - Displays the ALI Discrepancy Report - Withdraw screen. This screen enables users to remove Opened or Returned DRs from the workflow. Multiple DRs can be withdrawn simultaneously by selecting the checkboxes to the left of the DRs in the summary results list and clicking this button Historical - Displays the ALI Discrepancy Report - Historical screen. This screen enables user to convert Closed DRs to Historical status. Multiple DRs can be converted simultaneously by selecting the checkboxes to the left of the DRs in the summary results list and clicking this button. Figure 5-9: DR Toolbar - Query ALI DRs (V ) IM Customer Support Guide v

106 ALI Management Query ALI Audit Withdraw a DR To withdraw a DR, complete the following steps: 1. Select a newly opened or returned DR or multiple newly opened or returned DRs from the ALI DR query results list. 2. Select the Withdraw button. The ALI Discrepancy Report - Withdraw screen displays. 3. Enter remarks in the Remarks text field and select the Submit button. A confirmation screen displays indicating that the withdraw request was successful. Figure 5-10: ALI Discrepancy Report - Withdraw IM Customer Support Guide v10.0 (V )

107 Query ALI Audit ALI Management Table 5-2: Log # Button/Field Call Date TN PSAP ID Reason Code Progress Status Origin. Date (Origination Date) Origin. Org. ID (Originating Organization ID) Origin. User ID (Originating User ID) Remarks Submit Clear Restore Query ALI Drs Screen Button and Field Descriptions Description The number assigned to the request by the system when the request is submitted. The date the call was received in yyyy/mm/dd format, where y=year, m=month, and d=day. The telephone number in NPA/NXX/LN format. NPA is the Number Plan Area/Prefix. This is the area code, which is the first three digits of a 10-digit telephone number. NXX is a three-digit code in which N is any digit two through nine and X is any digit zero through nine. They are the second set of three digits in the North American Numbering Plan. LN is the four-digit line number. The identification number assigned to the PSAP through which the call associated with the Discrepancy Report originated. Defines the type of Discrepancy Report. Valid options include: 1 - Misroute, 2 - No Record Found, 3 - Incorrect Address, or 4 - Other. A Misroute indicates that the E9-1-1 call routed to the incorrect PSAP (routing is determined by the ESN associated with the matching address record in the MSAG database). No Record Found indicates that no ALI information was displayed at the PSAP when the E9-1-1 call was received. Incorrect Address indicates that the address data that displayed for the E9-1-1 call at the PSAP was incorrect. The progress status of the request. May be new (the request has just been submitted) or in-progress (the request is being processed). The status assigned to the request. Valid options include: 1 - Opened, 2 - Pending, 3 - Approved, 4 - Returned, 5 - Updated, 6 - Closed, 7 - Withdrawn, or 8 - Historical. The date the request was originally submitted. The identification number of the organization that submitted the request. The identification number of the user who submitted the request. A text field for entering user or system-generated text. A button that submits the request to the system A button that clears all editable fields. A button that returns all fields to their original values. (V ) IM Customer Support Guide v

108 ALI Management Query ALI Audit Table 5-2: Preview Export All Select All (check box button) Details TNs MSAG Button/Field Update Create New Withdraw Historical Query ALI Drs Screen Button and Field Descriptions (Continued) A button that displays the total number of records returned by the query. A button that saves query results and reports to a user s PC in either Excel.xls or delimited.csv file format. The desired spreadsheet file format is set via the Preferences window. A button that displays as a pre-selected check box. Clicking on the check box selects all items in the Query Results Summary list. View Related A button that displays the detail screen for the selected request. A button that displays the ALI DR - Details screen, with the Related TN(s) link expanded, showing a list of all associated TNs. This link only displays for users with TN access, which is determined by the system administrator. Displays the ALI DR - Details screen with the Related MSAG(s) link expanded, showing a list of all associated MSAG records. This link only displays for users with MSAG access, which is determined by the system administrator. DR Toolbar Description A button used to make changes or updates to an existing ALI Audit record that is flagged. Selecting the check box next to a flagged DR and clicking the Update button displays the ALI Discrepancy Report - Update screen. From this screen, the information in the Proposed ALI Data section can be modified. This option is available for DRs marked by a red flag (meaning that they are awaiting action by the user s organization) or DRs that with an Opened status that originated with the user s organization but have not yet been modified by the next organization in the workflow. A button that enables users to create a DR for a new ALI Audit record. Selecting the Create New button displays the ALI Discrepancy Report - Create screen. From this screen, a new DR can be created. A button that removes the DR from the workflow. Selecting this button displays the ALI Discrepancy Report - Withdraw screen. From this screen, an Opened or Returned DR can be withdrawn. A button that changes the status of a Closed DR to Historical. Multiple DRs can be converted simultaneously by selecting the checkboxes to the left of the DRs in the summary results list and clicking this button IM Customer Support Guide v10.0 (V )

109 ALI DR - Create ALI Management ALI DR - Create This screen is used to create a new Discrepancy Report for an ALI record that is not maintained in Intrado's ALI database. Discrepancy Reports (DRs) are created whenever incorrect address or telephone data displays during a call in an area with enhanced (E9-1-1). To create a new record, complete the following steps: 1. From the ALI submenu, place the mouse pointer over the DR button to display the DR submenu and select the New ALI button. 2. Select an option from the Reason Code drop-down menu. Valid choices include: 1 (Misroute), 2 (No Record Found), 3 (Incorrect Address), and 4 (Other). 3. Enter the date and time of the call in the Call Date and Time fields. The formats used are yyyy/mm/dd and hh:mm, respectively. 4. In the Displayed ALI Data screen area, enter the incorrect ALI data that displayed at the PSAP when the call was received, if known (see table 5-3 on page 112 for field descriptions). Required fields are marked by a red asterisk. If the DR type is a No Record Found, skip to Step 7. For all other types, continue to step Select the Fill button. This auto populates the Proposed ALI Data screen area with the information entered in the Displayed ALI Data screen area. 6. In the Proposed ALI Data screen area, enter the correct ALI data that should have displayed at the PSAP when the call was received (see table 5-3 on page 112 for field descriptions). Required fields are marked by a red asterisk. 7. Enter any additional comments in the Remarks text field. 8. Select an organization to which to forward the request from the Forward to Organization drop-down menu. 9. Select the Submit button. A confirmation screen displays indicating whether or not the submission was successful. (V ) IM Customer Support Guide v

110 ALI Management ALI DR - Create Figure 5-11: ALI Discrepancy Report - Create (Misroute, Incorrect Address, Other) IM Customer Support Guide v10.0 (V )

111 ALI DR - Create ALI Management Figure 5-12: ALI Discrepancy Report - Create (No Record Found) ALI DR - Existing This screen is used to create a DR for an ALI record maintained in the ALI database. This is required when a call is received in a region that supports E9-1-1, but incorrect address or telephone number data displays at the call center. The Existing ALI Data area of the screen shows the incorrect information as it appeared during the call. The Proposed ALI Data area provides identical fields into which the correct information may be entered. For descriptions of the various screen areas, refer to ALI DR - Create on page 101. To create a DR from an existing ALI Audit record: 1. From the ALI submenu, place the mouse pointer over the DR button to display the DR submenu and select the Existing ALI button. The Query ALI Audit screen displays. 2. Search for the record that requires the DR by entering information in the available search fields. TN (NPA/NXX/LN) and Begin Date are required. 3. Select the Submit button. The query results display on the lower half of the screen. 4. From the Query Results Summary list, locate the desired record and select the radio button to the left of the TN. 5. Select the Create button. The ALI Discrepancy Report - Create from ALI Audit Record screen displays. (V ) IM Customer Support Guide v

112 ALI Management ALI DR - Create 6. Select an option from the Reason Code drop-down menu. Valid choices include: 1 (Misroute), 2 (No Record Found), 3 (Incorrect Address), and 4 (Other). 7. Enter the call taker's name and answering PSAP in the Call Taker Name and Answering PSAP fields. 8. Review the data in the Existing ALI Data screen area. This is the incorrect information that displayed during the call. For field descriptions, see table 5-3 on page In the Proposed ALI Data area of the screen, enter the correct information in the available fields. For field descriptions, see table 5-3 on page Enter any additional comments in the Remarks text field. 11. Select the Submit button. A confirmation screen displays indicating whether or not the submission was successful. The Police, Fire, and EMS fields, if associated with an MSAG record, can only be updated by manually updating the fields on the MSAG record. They are not updated on the MSAG record by implementing the DR IM Customer Support Guide v10.0 (V )

113 ALI DR - Create ALI Management. Figure 5-13: ALI Discrepancy Report - Create from ALI Audit Record (V ) IM Customer Support Guide v

114 ALI Management ALI DR - Details ALI DR - Details The ALI DR - Details screen displays the full Discrepancy Report (DR), including the Displayed ALI Data, Proposed ALI Data, date and time the DR was created, as well as associated MSAG and TN records. DR Toolbar The DR Toolbar includes buttons for updating a DR that is awaiting action by the user's organization (these DRs are marked with a red flag), or updating or deleting a newly submitted DR with an Opened status that originated with the user's organization but has not yet been modified by the next organization in the workflow. The Update and Delete buttons only appear active when a DR is selected for which an update and/or delete action is available; otherwise, they display in a grayed-out mode. The buttons on the DR Toolbar include: Update - Displays the ALI Discrepancy Report - Update screen. This screen is used for updating a DR that is awaiting action from the user's organization or for modifying a newly submitted DR with an Opened status that originated with the user's organization but has not been modified by the next organization in the workflow. In the latter case, the request remains in the queue of next organization, even after the update has been made. Withdraw - Displays the ALI Discrepancy Report - Withdraw screen. This screen enables users to remove an Opened or Returned DR from the workflow. Multiple DRs can be withdrawn simultaneously by selecting the checkboxes to the left of the DRs in the summary results list and clicking this button Historical - Displays the ALI Discrepancy Report - Historical screen. This screen enables users to convert Closed DRs to Historical status. Multiple DRs can be converted simultaneously by selecting the checkboxes to the left of the DRs in the summary results list and clicking this button. Figure 5-14: DR Toolbar - DR Details DR Data and Activity Log Summary The DR Data appears in the upper right corner of the screen and displays the systemassigned Log Number and Current Status of the request. The Activity Log Summary, in the upper right corner of the screen, displays the originating details of the DR (unlike the Activity Log at the bottom of the screen, which captures all user activity associated with the DR). The fields shown in the summary include: Origin. (Origination Date), Origin. Org. ID (Originating Organization ID), and Origin. User ID (Originating User ID) IM Customer Support Guide v10.0 (V )

115 ALI DR - Details ALI Management DR Information The DR Information shows general data about the DR: the Reason Code assigned to the DR, the date the call was received (Call Date), the time the call was received (Time), and the name of the person who received the call (Call Taker Name). Displayed ALI Data The Displayed ALI Data screen area displays the incorrect information that appeared at the PSAP when the call was originally received. It includes details about the ALI record, such as the TN, customer information, address, and emergency service providers associated with the address. This section is for reference when entering the updated information in the Proposed ALI Data section. Related MSAG(s) This link only displays for users with MSAG access, which is determined by the system administrator. The Related MSAG(s) link displays the MSAG records associated with the DR. The list appears below the link and displays a summary of the record(s). To view a record in more detail, select the underlined street link or select the check box to the left of the item and click the Details button; this displays the MSAG Details screen. Selecting the Hide link minimizes this section. Figure 5-15: Related MSAG(s) Related TN(s) This link only displays for users with TN access, which is determined by the system administrator. The Related TN(s) link displays a list of customer and address information for each TN associated with the DR. The list appears below the link and shows which TNs are private, unlocked, or have associated errors. Further information about a particular TN can be viewed by selecting the underlined TN link or selecting the check box to the left of a TN and clicking the Details button; this displays the TN Details screen. Selecting the Hide link minimizes this section. (V ) IM Customer Support Guide v

116 ALI Management ALI DR - Details Figure 5-16: Related TN(s) Proposed ALI Data The Proposed ALI Data section provides editable fields for entering the correct address information. The fields that have been modified from the Displayed ALI Data appear orange. See table 5-3 on page 112 for field descriptions. Activity Log Reports can be generated based on one of the following options: hour, day, week, or month. Reports set in the past will retrieve data only up to the specified time and/or date. Reports set to run in the future will retrieve data up to the specified time and/or date. Date - The date of the activity in yyyy/mm/dd format, where y=year, m=month, and d=day. Time - The time of the activity in hh:mm:ss format, where h=hour, m=minute, and s=second. Organization ID - The identification code of the organization associated with the activity. User ID - The login ID of the user responsible for the activity. Name - The name of the user. Remarks - Additional information submitted by the user at the time of the activity. This text often explains the purpose for any action taken or informs other users of any issues encountered. Forwarded Status - The status of the request at the time of the activity IM Customer Support Guide v10.0 (V )

117 ALI DR - Details ALI Management Placing the mouse pointer over the i displays descriptions of the items Figure 5-17: ALI DR Details (V ) IM Customer Support Guide v

118 ALI Management ALI DR - Update ALI DR - Update Discrepancy Reports (DRs) that are flagged must be reviewed, updated (if any DR details are inaccurate or the status needs to be updated), and sent to the next user/ organization in the work flow. For description of the various screen areas, refer to ALI DR - Create on page 101. To update a DR: 1. Search for a DR using the Query ALI DRs screen (see Query ALI DRs on page 95). When the DR that requires updating has been located, select the check box to the left of the record and select the Update button (this button is only activated for flagged DRs). The ALI DR - Update screen displays. 2. Review the information in the Proposed ALI Data screen area for accuracy. The fields that have been changed from the Displayed ALI Data are highlighted in orange. If any fields require modification, make the necessary changes. See table 5-3 on page 112 for field descriptions. 3. Select a status from the Select Action drop-down menu. 4. Enter any comments about the action in the Remarks text field. 5. Click the Submit button. A confirmation screen displays indicating whether or not the submission was successful IM Customer Support Guide v10.0 (V )

119 ALI DR - Update ALI Management Figure 5-18: ALI DR - Update (V ) IM Customer Support Guide v

120 ALI Management ALI DR - Update Table 5-3: Button/Field Log Number Current Status Orig. Date (Origination Date) Orig. Org. ID (Originating Organization ID) Orig. User ID (Originating User ID) Orig. User Name (Originating User Name) Reason Code Call Taker Name Answering PSAP Call Date Time (hh:mm) Main TN Customer Name ALI DR Details and Update Button and Field Descriptions DR Data Description The number assigned to the request by the system when the request is submitted. The current status of the request. Activity Log Summary The date the request was originally submitted. The identification number of the organization that submitted the request. The identification number of the user who submitted the request. The name of the user who submitted the request. DR Information Defines the type of Discrepancy Report. Valid options include: 1 - Misroute, 2 - No Record Found, 3 - Incorrect Address, or 4 - Other. A Misroute indicates that the E9-1-1 call routed to the incorrect PSAP (routing is determined by the ESN associated with the matching address record in the MSAG database). No Record Found indicates that no ALI information was displayed at the PSAP when the E9-1-1 call was received. Incorrect Address indicates that the address data that displayed for the E9-1-1 call at the PSAP was incorrect. The name of the individual at the PSAP who received the call. The name of the PSAP that received the incorrect ALI record. Displayed/Proposed ALI Data The date the call was received in yyyy/mm/dd format, where y=year, m=month, and d=day. The time the call was received in hh:mm format, where h=hour and m=minute. The primary phone number in a system of several phone numbers. The main TN displays at the PSAP when a call originates from an off-premise or PBX extension. If the Main TN and TN fields are different, then the TN is a subsidiary of the main TN. If the two are the same, then the TN is the main/billing number. If the Main TN field is blank, then the number in the TN field is the normal telephone number. The name of the individual with whom the address and telephone data is associated IM Customer Support Guide v10.0 (V )

121 ALI DR - Update ALI Management Table 5-3: Class Type Essid House # Pre-Dir Street Post-Dir ESN Button/Field Community County ALI DR Details and Update Button and Field Descriptions (Continued) The class of service assigned to the telephone number. Valid classes of service are: 1=Residence 2=Business 3=Residence PBX 4=Business PBX 5=Centrex 6=Coin 1 Way Out (semi-public) 7=Coin 2 Way (public) 8=Mobile 9=Residence OPX (site-specific class) 0=Business OPX V=VoIP G=Wireless, Phase 1 H=Wireless, Phase 2 Note: The Class Service options that display depend on the user s configuration. The type of service assigned to the TN. Valid options include: 0=Not FX nor Non-Published 1=FX in serving area 2=FX outside serving area 3=Non-Published 4=Non-Published FX in serving area 5=Non-Published FX outside serving area 6=Local number ported 7=Interim ported number Note: The Type of Service options that display depend on the user s configuration. Essid is the Electronic Switching System Identification; the logical switch identifier required for any load or update operation. The number of the physical street address. For example, if the full street address is 2879 N FOLSOM AVE, the house number is The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NE (Northeast), NW (Northwest), SE (Southeast), and SW (Southwest). The street name. Description The suffix directional to the street address. Valid options include: N (North), S (South), E (East), W (West), NE (Northeast), NW (Northwest), SE (Southeast), and SW (Southwest). A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP. The town or city associated with the street address. The county associated with the street address. (V ) IM Customer Support Guide v

122 ALI Management ALI DR - Update Table 5-3: State Co. ID Location Telco Police Fire EMS Fill Submit Cancel Restore Preview Previous Record Next Record Back to Summary Pre-Dir Street Post-Dir Community County St O/E/B Low High Button/Field ALI DR Details and Update Button and Field Descriptions (Continued) The state postal-code abbreviation The identification code of the company that owns the TN. Location information associated with the address that describes the exact location of a calling number (e.g., Suite 302). In New England, this field is used to enter disability information. A comment field used by the telco. The Police Department servicing the address. The Fire Department servicing the address. The Emergency Medical Service servicing the address. A button that auto populates the Proposed ALI Data section with information from the Displayed ALI Data section. A button that enters the request into the system. A button that cancels the action. A button that returns all fields to their original values. A button that displays the total number of records returned by the query. A link that displays the previously viewed record. A link that displays the next selected record. A link that displays the Query Results Summary. Related MSAG(s) The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The street name. The post-directional of street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The city or town name. The county associated with the street address. The state postal code abbreviation. The odd (O), even (E), or both (B) indicators in an address range. The low number in a house range. Description The high number in a house range IM Customer Support Guide v10.0 (V )

123 ALI DR - Update ALI Management Table 5-3: ESN Exchg. (Exchange) Mod. Date (Modification Date) Details Export All M/s (Main/Subline) Preview TN Customer Name House # Pre-Dir Street Post-Dir. Community County State essid ESN Button/Field ALI DR Details and Update Button and Field Descriptions (Continued) A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP. A geographical unit established for the administration of communication service in a specified area. The date the record was last modified in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. A button that displays the detail screen for the selected request. A button that saves query results and reports to a user s PC in either Excel.xls or delimited.csv file format. The desired spreadsheet file format is set via the Preferences window. Related TN(s) M = main TN; s = subline of a main TN. A button that displays the total number of related TNs. The telephone number in NPA/NXX/LN format. NPA is the Number Plan Area (prefix). This is the area code, which is the first three digits of a 10-digit telephone number. NXX is a three-digit code in which N is any digit two through nine and X is any digit zero through nine. They are the second set of three digits in the North American Numbering Plan. LN is the four-digit line number. The name of the individual with whom the address and telephone data is associated. The number of the physical street address. For example, if the full street address is 2879 N FOLSOM AVE, the house number is The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The street name. The post-directional of street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The city or town name. Description The county associated with the street address. The state postal code abbreviation. The Electronic Switching System Identification; the logical switch identifier required for any load or update operation. A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP. (V ) IM Customer Support Guide v

124 ALI Management ALI DR - Update Table 5-3: Exchg. (Exchange) Co. ID Button/Field Details Export All Update Withdraw Historical ALI DR Details and Update Button and Field Descriptions (Continued) A geographical unit established for the administration of communication service in a specified area. The identification code assigned to the company. A button that displays the detail screen for the selected request. A button that saves query results and reports to a user s PC in either Excel.xls or delimited.csv file format. The desired spreadsheet file format is set via the Preferences window. DR Toolbar Description A button used to make changes or updates to an existing ALI Audit record that is flagged. Selecting the check box next to a flagged DR and clicking the Update button displays the ALI Discrepancy Report - Update screen. From this screen, the information in the Proposed ALI Data section can be modified. This option is available for DRs marked by a red flag (meaning that they are awaiting action by the user s organization) or DRs that with an Opened status that originated with the user s organization but have not yet been modified by the next organization in the workflow. A button that removes the DR from the workflow. Selecting this button displays the ALI Discrepancy Report - Withdraw screen. From this screen, an Opened or Returned DR can be withdrawn. A button that changes the status of a Closed DR to Historical. Selecting this button displays the ALI Discrepancy Report - Historical screen. Multiple DRs can be converted simultaneously by selecting the checkboxes to the left of the DRs in the summary results list and clicking this button IM Customer Support Guide v10.0 (V )

125 6 TN Management Contents Overview Query TNs Limited TN Query Broad TN Query Advanced TN Query TN Detail IM Customer Support Guide v10.0

126 TN Management Overview Overview The TN Management features of Information Manager (9-1-1 IM) provide users with the ability to manage TN subscriber records for which they have access and authorization. These features include the ability to search for TN records using a Limited, Broad, or Advanced query; to search for TN error records using a Broad or Advanced query; to insert, update, or delete TN records; to update or delete TN error records; to move TN error records into user-defined groups called Save Groups for later processing; and to upload or download Service Order Interface (SOI) files for batch processing. The contents of this chapter cover all TN features and assume that the user has access to all functionality. In reality, most users will have access to some but not all of the TN features described in this chapter. Access to the various features is permissions-based and determined by the system administrator. The TN features described in this chapter include: Queries Querying TNs File Manager Figure 6-1: TN Query Submenu IM Customer Support Guide v10.0 (V )

127 Query TNs TN Management Query TNs IM supports three TN query types: Limited, Broad, and Advanced. The Limited Query is a simple search of a TN only. The Broad Query includes search fields for TN, customer, address data. The Advanced Query includes all the fields of the Broad Query, as well as fields for the Main TN, Service, Comments, Activity Log, and Account information. Access to the different query types is based on user permissions. Some can only access the Limited Query. The Broad Query access includes use of the Advanced Query function. Limited TN Query The Limited TN Query is a simple search utility that retrieves data based on the TN entered into the search field(s). To search for a TN: 1. From the TN submenu, move the mouse pointer over the Query button and select TNs. The Query TNs screen displays. 2. For users with Broad/Advanced access, the Broad tab is pre-selected, displaying the Query TNs - Broad screen. If this is the case, select the Limited tab to display the Query TNs - Limited screen. For users with only Limited access, the Query TN - Limited screen displays automatically. 3. From the TN Query - Limited screen, enter a telephone number in NPA/NXX/LN format in the available TN fields and click the Submit button. These fields are required. For information on using regular expressions or wildcards in the query, refer to Querying with Regular Expressions and Wildcards on page When the query is complete, the TN Detail screen for the record displays (if one is found). See TN Detail on page 123 for more information. Figure 6-2: TN Query - Limited Broad TN Query The Broad TN Query is a comprehensive search utility that provides specific results based on a TN, customer, and address information. To search for a TN: 1. From the TN submenu, move the mouse pointer over the Query button and select TNs. The Query TNs - Broad screen displays. (V ) IM Customer Support Guide v

128 TN Management Query TNs 2. Enter TN, customer, and address information in the available search fields. No fields are required. Leaving all fields blank returns all TNs in the database to which the user has access. See table 6-1 on page 125 for field descriptions. For information on using regular expressions or wildcards in the query, refer to Querying with Regular Expressions and Wildcards on page Click the Submit button. The Query Results Summary list appears on the lower half of the screen. See Query Results Summary on page 121. Figure 6-3: TN Query - Broad Advanced TN Query The Advanced TN Query is the most comprehensive search utility for TNs offered by IM. In addition to the broad search features, which include the ability to query for a TN using customer or address data, the advanced feature enables users to search for a TN using the lock status, location code, class and type of service, essid, location, telco, MSAG comment, the last modification date, last modification time, last modifying user ID, order #, company ID, or service order source. To search for a TN: 1. From the TN submenu, move the mouse pointer over the Query button and select TNs. The Query TNs - Broad screen displays. 2. Select the Advanced tab. 3. Enter data in the available search fields. Leaving all fields blank returns all TNs in the database to which the user has access. See table 6-1 on page 125 for field descriptions. For information on using regular expressions or wildcards in the query, refer to Querying with Regular Expressions and Wildcards on page Click the Submit button. The Query Results Summary list appears on the lower half of the screen IM Customer Support Guide v10.0 (V )

129 Query TNs TN Management Figure 6-4: TN Query - Advanced Query Results Summary The Query Results Summary list displays the TNs matching the search criteria; if only one record returns, the TN Detail screen for that record displays rather than the summary list. The text field next to the Preview button displays the total number of records matching the search criteria while the Query Results Summary list displays the maximum number of records allowed by the system. This number is set by the system administrator. The results can be sorted according to one of the sort options, which display above the list of results. The default selection is Sort 1. Sort 1 lists the results in numerical order (0-9) according to NPA/NXX/LN. Sort 2 lists the results in alphabetical order according to state, county, community, street, street suffix, prefix directional, post directional, and finally numerically by house number. (V ) IM Customer Support Guide v

130 TN Management Query TNs Figure 6-5: Query Results Summary View Related The View Related buttons link to additional information about a TN record. When more than one record is selected, the TN Detail screen displays for the first record in the query list with links at the top and bottom of the screen for Previous Record, Next Record, and Back to Summary (returns to the Query Results Summary list screen). Details - Displays the TN Detail screen for the selected record. DRs - Displays the TN Detail screen with the Related ALI DR(s) link expanded, showing a list of DRs associated with the TN. This link only displays for users with ALI DR access, which is determined by the system administrator. MSAG - Displays the TN Detail screen with the Related MSAG(s) link expanded, showing the MSAG records associated with the TN. This link only displays for users with MSAG access, which is determined by the system administrator. Figure 6-6: View Related Export All The Export All button enables users to save information to their hard drives in a pipedelimited format. Delimited files contain raw data values that are separated by a special character, such as a pipe ( ), comma, or tab. For instructions on exporting IM Customer Support Guide v10.0 (V )

131 Query TNs TN Management data and configuring Excel to open in Internet Explorer, refer to Export File Formats on page 33 and Configure Internet Explorer to Open Spreadsheets on page 35. Figure 6-7: Export All Button TN Detail The TN Detail screen displays the full TN record, including customer and address data, supplemental data, and an activity log of all actions related to the TN record. There are links to the related MSAG records, related ALI DRs, and related TN error records; however, these links are permissions-based, meaning that they only display for users with the appropriate MSAG, ALI DR, or TN permissions, respectively. Changes to the TN can be made using the TN Toolbar. Selecting the Change button displays the Change TN screen, from which the TN can be modified. The Insert button displays the Insert TN screen with the TN and address fields pre-populated with the TN information (this is useful if inserting a TN with similar attributes). The Autofill button on the Insert TN screen also populates all fields with data from the last viewed record. The Delete button displays the Delete TN screen, from which the TN can be removed from the database. Figure 6-8: TN Detail Related MSAG(s) This link only displays for users with MSAG access, which is determined by the system administrator. (V ) IM Customer Support Guide v

132 TN Management Query TNs The Related MSAG(s) link displays a list of MSAG records associated with the TN record. The list appears below the link and displays summary address data for each of the records. To view an MSAG record in more detail, click on the street name link or select the check box to the left of the record and click on the Details button; this displays the MSAG - Details screen for the selected record. Selecting the Hide link minimizes this section. Figure 6-9: Related MSAG(s) Related ALI DR(s) This link only displays for users with ALI DR access, which is determined by the system administrator. The Related ALI DR(s) link displays a list of DRs associated with the TN record. The list appears below the link and displays summary address data for each of the records. To view a DR in more detail, click on the street name link or select the check box to the left of the record and click on the Details button; this displays the ALI DR - Detail screen for the selected record. Selecting the Hide link minimizes this section. Figure 6-10: Related ALI DR(s) Related Subline(s) The Related Subline(s) link displays a list of TNs associated with the TN record. The list appears below the link and displays summary address data for each of the records. To view a TN in more detail, click on the street name link or select the check box to the left of the record and click on the Details button; this displays the ALI DR - Detail screen for the selected record. Selecting the Hide link minimizes this section IM Customer Support Guide v10.0 (V )

133 Query TNs TN Management Figure 6-11: Related Subline(s) Table 6-1: Query TNs and TN Detail Button and Field Descriptions TN Button/Field Main TN Customer Name Lock Cust Code (Customer Code) Description Limited, Broad, Advanced Query The telephone number in NPA/NXX/LN format. NPA is the Number Plan Area (prefix). This is the area code, which is the first three digits of a 10-digit telephone number. NXX is a three-digit code in which N is any digit two through nine and X is any digit zero through nine. They are the second set of three digits in the North American Numbering Plan. LN is the four-digit line number. The main pilot number in a main/subsidiary relationship. If the Main TN and the TN are different, the TN is a subsidiary of the Main TN. If the Main TN and TN are the same, the TN is the main/billing number. The name of the individual with whom the address and telephone data is associated. A drop-down menu from which to select the lock status of a TN. Options include: -- - All TNs, locked and unlocked Locked - Only locked TNs Unlocked - Only unlocked TNs. The code number assigned to the customer. (V ) IM Customer Support Guide v

134 TN Management Query TNs Table 6-1: Class Type essid House # Pre-Dir Street Post-Dir Community County State Button/Field Query TNs and TN Detail Button and Field Descriptions (Continued) The class of service assigned to the telephone number. Valid classes of service are: 1=Residence 2=Business 3=Residence PBX 4=Business PBX 5=Centrex 6=Coin 1 Way Out (semi-public) 7=Coin 2 Way (public) 8=Mobile 9=Residence OPX (site-specific class) 0=Business OPX B=Not Available G=Wireless Phase 1 Note: The Class Service options displayed depend on the user s configuration. The type of service assigned to the TN. Valid options include: 0=Not FX nor Non-Published 1=FX in serving area 2=FX outside serving area 3=Non-Published 4=Non-Published FX in serving area 5=Non-Published FX outside serving area 6=Local number ported 7=Interim ported number Note: The Type of Service options displayed depend on the user s configuration. Essid is the Electronic Switching System Identification; the logical switch identifier required for any load or update operation. The number of the physical street address. For example, if the full street address is 2879 N FOLSOM AVE, the house number is The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The street name. The post-directional of street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The city or town name. Description The county associated with the street address. For non-wireless numbers, this is the state postal code abbreviation. For wireless numbers, this is the alphanumeric code assigned by the telco, such as 1Y IM Customer Support Guide v10.0 (V )

135 Query TNs TN Management Table 6-1: ESN Origin Location Telco MSAG Comment Mod. Date (Modification Date) Time Lst Mod. User ID Order # Co. ID S.O. Source Submit Clear Restore M/s (Main/Subline) Preview Export All Select All (check box button) Details DRs Button/Field Query TNs and TN Detail Button and Field Descriptions (Continued) A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP. The origin of the emergency service number. Location information associated with the address that describes the exact location of a calling number (e.g., Suite 302). In New England, this field is used to enter disability information. A comment field used by the telco. A general use comment field. The date of the activity in yyyy/mm/dd format, where y=year, m=month, and d=day. The time of the activity in hh:mm:ss format, where h=hour, m=minute, and s=second. The identification number of the user who last modified the record. The number assigned to the service order when a telephone company customer calls to add, change, or cancel telephone service. A service order is used by the telephone company to manage its response to customer requests. The identification code of the company that owns the TN. The service order source number associated with the service order source name used to process the TN record. A button that submits the request to the system A button that clears all editable fields. A button that returns all fields to their original values. M = main TN; s = subline of a main TN. A button that displays the total number of records returned by the query. A button that saves query results and reports to a user s PC in either Excel.xls or delimited.csv file format. The desired spreadsheet file format is set via the Preferences window. A button that displays as a pre-selected check box. Clicking on the check box selects all items in the Query Results Summary list. View Related Description A button that displays the detail screen for the selected record. A button that displays the TN Detail screen, with the Related ALI DR(s) link expanded, showing a list of all associated DRs. This link only displays for users with ALI DR access, which is determined by the system administrator. (V ) IM Customer Support Guide v

136 TN Management Query TNs Table 6-1: MSAG Log # Call Date NPA/NXX/LN PSAP ID Rsn. Code A button that displays the TN Detail screen with the Related MSAG(s) link expanded, showing a list of all associated MSAG records. This link only displays for users with MSAG access, which is determined by the system administrator. Related ALI DR(s) The system-assigned log ID number. The date and time the call was received in yyyy/mm/dd hh:ss:mm format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The telephone number in NPA/NXX/LN format. NPA is the Number Plan Area (prefix). This is the area code, which is the first three digits of a 10-digit telephone number. NXX is a three-digit code in which N is any digit two through nine and X is any digit zero through nine. They are the second set of three digits in the North American Numbering Plan. LN is the four-digit line number. The ID number of the PSAP that received the call. Defines the type of Discrepancy Report. Valid options include: 1 - Misroute, 2 - No Record Found, or 3 - Incorrect Address. A Misroute indicates that the E9-1-1 call routed to the incorrect PSAP (routing is determined by the ESN associated with the matching address record in the MSAG database). No Record Found indicates that no ALI information was displayed at the PSAP when the E9-1-1 call was received. Incorrect Address indicates that the address data that displayed for the E9-1-1 call at the PSAP was incorrect. Status The current status of the DR. Valid options include: 1 - Opened, 3 - Approved, 4 - Returned, 5 - Updated, 6 - Closed, 7 - Withdrawn, or 8 - Historical. Origin. Date (Origination Date) Origin. Org ID (Originating Organization ID) Origin. ID (Originating User ID) Pre-Dir Street Button/Field Post-Dir Query TNs and TN Detail Button and Field Descriptions (Continued) The origination date of the DR in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The identification number of the originating organization for the DR. The identification number of the originating user for the DR. Related MSAG(s) The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast). The street name. Description The post-directional of street name. Valid options include: N (North), S (South), E (East), W (West), NW (Northwest), NE (Northeast), SW (Southwest), and SE (Southeast) IM Customer Support Guide v10.0 (V )

137 Query TNs TN Management Table 6-1: Community County St O/E/B Low High ESN Button/Field Exchg. Mod. Date (Modification Date) Details Export All Query TNs and TN Detail Button and Field Descriptions (Continued) The city or town name. The county associated with the street address. The state postal code abbreviation. The odd (O), even (E), or both (B) indicators in an address range. The low number in a house range. Description The high number in a house range. A three- to five-digit numeric code that represents an emergency service zone. This number is used by a selective router to direct E9-1-1 calls to a particular PSAP. A geographical unit established for the administration of communication service in a specified area. The date the record was last modified in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. A button that displays the detail screen for the selected record. A button that saves query results and reports to a user s PC in either Excel.xls or delimited.csv file format. The desired spreadsheet file format is set via the Preferences window. (V ) IM Customer Support Guide v

138 TN Management Query TNs IM Customer Support Guide v10.0 (V )

139 7 Report Manager Contents Overview Report Manager Create a Report Report Manager - Status Schedule Manager - Active Reports Scheduling a Recurring Report Scheduled Report - Details Scheduled Report - Delete IM Customer Support Guide v10.0

140 Report Manager Overview Overview The Report Manager and Extract Manager screens are used for scheduling and viewing reports and extracts. From these screens, users can choose the types of reports or extracts to run, view, or download. The main sections of this chapter include: Report Manager Report Manager - Status Schedule Manager - Active Schedules Extract Manager Report Manager IM provides statistical reports covering a wide range of data stored on the main database. From the Report Manager - Status screen area, users can view a list of reports that are completed, running, scheduled, or expiring. From the Create a Report screen area, users can view the types of reports that can be generated or begin the process of generating a new report. Displays the Schedule Manager Figure 7-1: Report Manager with Schedule Manager Hidden IM Customer Support Guide v10.0 (V )

141 Overview Report Manager Figure 7-2: Report Manager with Schedule Manager Expanded (V ) IM Customer Support Guide v

142 Report Manager Overview Figure 7-3: Report Manager Without Schedule Manager Create a Report The Create a Report screen area lists the various report types available to users. Access to report types depends on user permissions. To generate a report, select the radio button located to the left of the report type and click the Continue button. Report types available include: Service Order Metrics (see Chapter 8: Service Order Metric Reports ) TN Error Reports Processing Statistics MSAG Reports (see Chapter 9: MSAG Reports ) MSAG CR Summary MSAG CRs for User IDs MSAG Community Count Overdue MSAG CRs PSAP Usage (see Chapter 10: PSAP Usage Reports ) ALI Audits Community Reports PSAP Reports Position Reports Trunk ID Reports Wireless (see Chapter 11: Wireless Queries ) Wireless Queries 1 Wireless Queries IM Customer Support Guide v10.0 (V )

143 Overview Report Manager Report Manager - Status The Report Manager - Status screen area displays reports that have been generated. They are sorted by the completion date, with the most recently completed reports appearing first. Using the available buttons, users can view, download, and delete reports. To view comments associated with the report, mouse over the blue circle with the letter i. A pop-up box displays containing comments entered when the report was generated. A generated report displays with one of the following statuses: Requested - This is the first status assigned by the system. It indicates that a report has been scheduled but is not yet complete. In progress - The system has received the report request and is processing the data. Complete - The report has been successfully generated and is waiting to be viewed or deleted. Report Results Success - The report generated successfully and is available for viewing. Selecting the Success link displays the report. w/ Errors (with errors) - The report scheduler attempted to process the report request but encountered an error. Selecting the w/ Errors link displays a screen that describes the report criteria and error encountered. NRF (No Records Found) - There is no data in the system matching the report criteria. View Related The Details button enables users to view one or more selected reports. Reports can be viewed by selecting the check box to the left of the report and clicking the Details button. To view a single report, users can select the underlined report name link. Report Toolbar The Report Toolbar includes buttons for saving the report data to the hard drive or deleting the report from the system. Download - Report data can be saved to a user s personal workstation by selecting the check box to the left of the desired report and clicking the Download button. Delete - Reports can be deleted from the system by selecting the check box to the left of the report and clicking the Delete button. Any report can be deleted, regardless of status. Schedule (Only displays if the report scheduler functionality is turned on. This is a permissions-based feature that may not be available to all users.) - An individual report can be converted to a scheduled report by selecting the Schedule button. The Scheduler screen displays allowing the user to set up a recurring schedule for the report to be run. Refer to Scheduling a Recurring Report on page 139 for instructions on how to convert an individual report to a recurring report. (V ) IM Customer Support Guide v

144 Report Manager Overview Figure 7-4: Report Toolbar with Scheduler Figure 7-5: Report Manager - Status with Report Scheduler Figure 7-6: Report Toolbar without Scheduler Figure 7-7: Report Manager - Status without Report Scheduler Schedule Manager - Active Reports (This section only displays if the report scheduler functionality is turned on. This is a permissions-based feature that may not be available to all users.) IM Customer Support Guide v10.0 (V )

145 Overview Report Manager The Schedule Manager - Active Reports screen area displays recurring reports that have been scheduled. They are sorted by date, with the most recently generated reports appearing first. Using the available buttons, users can view, modify, or delete schedules. Schedule Toolbar The Schedule Toolbar includes buttons for saving the report data to the hard drive or deleting the report from the system. Delete - A button that displays the Scheduled Report - Delete screen, from which users can delete a scheduled report from the system. Modify - A button that displays the scheduler screen for a selected report from which users can change the schedule details of a recurring report. Run Now - A button that initiates a scheduled report. Figure 7-8: Schedule Toolbar Figure 7-9: Schedule Manager - Active Schedules (V ) IM Customer Support Guide v

146 Report Manager Overview Table 7-1: Status Result Name Button/Field Timeframe Requested (Date/Time) Completed (Date/Time) Expiration Date Details Download Delete Schedule Report Manager Button and Field Descriptions Description Reports have five statuses: Requested = This is the first status assigned by the system. It indicates that a report has been scheduled but is not yet complete. Processing = The system has received the report request and is processing the data. Complete = The report has been successfully generated and is waiting to be viewed or deleted. Error = The report scheduler attempted to process the report request but encountered an error. No Records Found = There is no data in the system matching the report criteria. Displays the outcome of the report. Valid options include: NRF (no records found), Success (the report has run successfully and is now viewable), or With Errors (the report cannot be processed because an error occurred). The name of the report is assigned by the system, depending on type. Clicking the name displays the report output. (Only displays if the report scheduler functionality is turned on. This is a permissions-based feature that may not be available to all users.) Displays the recurring schedule timeframe. Valid options include: Day (recurring report runs daily), Week (recurring report runs weekly), Month (recurring report runs monthly), and Quarter (recurring report runs quarterly). Displays the date and time the report request was submitted in yyyy/ mm/dd and hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. Displays the date and time the report was completed in yyyy/mm/dd and hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The date the system will automatically delete the report in yyyy/mm/dd format, where y=year, m=month, and d=day. View Related A button that displays the report output. Report Toolbar A button that enables users to save selected reports to their personal workstations. A button that enables users to delete selected reports. (Only displays if the report scheduler functionality is turned on. This is a permissions based feature that may not be available to all users.) A button that enables users to convert an individual report to a recurring report. This button displays the Scheduler screen IM Customer Support Guide v10.0 (V )

147 Overview Report Manager Table 7-1: Delete Modify Button/Field Run Now Report Manager Button and Field Descriptions (Continued) Scheduling a Recurring Report Schedule Toolbar Description (Only displays if the report scheduler functionality is turned on. This is a permissions-based feature that may not be available to all users.) A button that displays the Scheduled Report - Delete screen, from which users can delete a scheduled report from the system. (Only displays if the report scheduler functionality is turned on. This is a permissions-based feature that may not be available to all users.) A button that displays the scheduler screen for a selected report from which users can change the schedule details of a recurring report. (Only displays if the report scheduler functionality is turned on. This is a permissions-based feature that may not be available to all users.) A button that initiates a scheduled report. Recurring reports can be scheduled to run on a daily, weekly, monthly, or quarterly basis. They can be scheduled when initially setting up a report or after a report is complete. For information on scheduling specific recurring reports, refer to the chapter and section for that particular report (refer to Table of Contents on page iii for the list of reports). To schedule a recurring report from a completed report that displays on the Report Manager screen, select the check box next to the left of the desired report and click the Schedule button on the Report Toolbar. This displays the Report Scheduler screen. Follow the instructions in Schedule a Recurring Daily Report, Schedule a Recurring Weekly Report, Schedule a Recurring Monthly Report, or Schedule a Recurring Quarterly Report depending on the type of recurring report desired. Figure 7-10: Report Scheduler (V ) IM Customer Support Guide v

148 Report Manager Overview Schedule a Recurring Daily Report 1. From the Report Scheduler screen, select the Every day radio button and click Continue. A second Report Scheduler - Daily input screen displays. 2. Select from one of the options: Every day or Every weekday. Every day is the default option. This schedules reports to run every Monday through Friday. 3. Select the radio button for one of the options: Private or Public. Private reports can only be viewed by the user generating the report. Public reports can be viewed by other users in the organization. 4. Click on the Continue button. A confirmation screen displays indicating that the recurring report has been successfully scheduled. Figure 7-11: Report Scheduler - Daily Schedule a Recurring Weekly Report 1. From the Report Scheduler screen, select the Every week radio button and click Continue. A second Report Scheduler - Weekly input screen displays. 2. Select a day of the week from the drop-down menu. 3. Select the radio button for one of the options: Private or Public. Private reports can only be viewed by the user generating the report. Public reports can be viewed by other users in the organization. 4. Click on the Continue button. A confirmation screen displays indicating that the recurring report has been successfully scheduled IM Customer Support Guide v10.0 (V )

149 Overview Report Manager Figure 7-12: Report Scheduler - Weekly Schedule a Recurring Monthly Report 1. From the Report Scheduler screen, select the Every month radio button and click Continue. A second Report Scheduler - Monthly input screen displays. 2. Select the radio button next to one of the options. Users can either enter a day of the month in the available text box or use the available drop-down menus. 3. Select the radio button for one of the options: Private or Public. Private reports can only be viewed by the user generating the report. Public reports can be viewed by other users in the organization. 4. Click on the Continue button. A confirmation screen displays indicating that the recurring report has been successfully scheduled. Figure 7-13: Report Scheduler - Monthly (V ) IM Customer Support Guide v

150 Report Manager Overview Schedule a Recurring Quarterly Report 1. From the Report Scheduler screen, select the Every three months radio button and click Continue. A second Report Scheduler - Quarterly input screen displays. 2. Select the radio button next to one of the options. Users can either enter a day of the quarter in the available text box or use the available drop-down menus. 3. Select the radio button for one of the options: Private or Public. Private reports can only be viewed by the user generating the report. Public reports can be viewed by other users in the organization. 4. Click on the Continue button. A confirmation screen displays indicating that the recurring report has been successfully scheduled. Figure 7-14: Report Scheduler - Quarterly Scheduled Report - Details The Scheduled Report - Details screen displays the details of a recurring report, including the date and time it was scheduled, the requesting user and organization ID, as well as the frequency, associated filters, and comments. From this screen, the recurring report can be modified or deleted using the buttons on the Report Toolbar. Selecting the Delete button from the Report Toolbar displays the Scheduled Report - Delete screen (see figure 7-16 on page 143). Selecting the Modify button displays the report filter screen IM Customer Support Guide v10.0 (V )

151 Overview Report Manager Figure 7-15: Scheduled Report - Details Scheduled Report - Delete The Scheduled Report - Delete screen displays details of the recurring schedule for a user to review before opting to remove the schedule from the system. If, after reviewing the schedule details, a user still chooses to delete the schedule, selecting the Delete This Schedule button removes it from the system. Figure 7-16: Scheduled Report - Delete (V ) IM Customer Support Guide v

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153 8 Service Order Metric Reports Contents Overview TN Error Reports Processing Statistics IM Customer Support Guide v10.0

154 Service Order Metric Reports Overview Overview Information Manager (9-1-1 IM) provides a variety of statistical analyses and metrics regarding TNs that do not meet the criteria needed to successfully transmit E9-1-1 calls. This information can be retrieved according to community, county, and company ID. This chapter describes the TN Error reports and Processing Statistic reports and provides instructions on how to generate these report types. Output screens are provided for reference. The main sections of this chapter include: TN Error Reports TN Errors Resolution Summary - Displays the number of TN errors and average time to clear for each company ID and error category (MSAG, Non-MSAG, LNP). Detailed TN Errors Resolution - Displays the average number of errors and time to clear for each error category, and for each error code within that category. Outstanding TN Errors Summary - Displays the number of TN errors and days aging for each company ID and error category (MSAG, Non-MSAG, LNP). Detailed Outstanding TN Errors - Displays the number of TN errors and days aging for each error category, and for each error code within that category. Processing Statistics Processing Statistics for Company IDs - Displays the number of TN records processed and the number of associated errors for each selected Company ID. Processing Statistics for Service Order Sources - Displays the number of TN records processed and the number of associated errors for each service order source. TN Error Reports The TN Error reports provide a way to retrieve statistical data regarding TNs that do not meet the criteria needed to successfully transmit E9-1-1 calls. The report options available include: TN Errors Resolution Summary Report Detailed TN Errors Resolution Report Outstanding TN Errors Summary Report Detailed Outstanding TN Errors Report IM Customer Support Guide v10.0 (V )

155 Overview Service Order Metric Reports Figure 8-1: TN Error Reports Input Screen To run a TN Error report: 1. From the Reports submenu, select the Report Mgr button. The Report Manager screen displays (see figure 7-2 on page 133). 2. In the Create a Report screen area, select the radio button located to the left of the TN Error Reports option under the Service Order Metrics report list and click the Continue button. The TN Error Reports input screen displays. 3. If the report scheduler functionality is enabled, a recurring report can be scheduled 4. Set the timeframe. Reports can be generated based on one of the following options: hour, day, week or month. Hour - To generate a report to retrieve data for a specific hour: A. The Hour tab is pre-selected. B. Select a time of day from the drop-down menu. The time is in 24-hour format. C. Select the year from the drop-down menu. D. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. E. Enter a numerical value for a day of the month in the dd field. Figure 8-2: Set Timeframe - Hour (V ) IM Customer Support Guide v

156 Service Order Metric Reports Overview Day - To generate a report to retrieve data for a specific day: A. Select the Day tab. B. Select the year from the drop-down menu. C. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. D. Enter a numerical value for a day of the month in the dd field. Figure 8-3: Set Timeframe - Day Day (recurring report) - To generate a recurring report to retrieve data for a specific day: A. Select the Day tab. B. Select the Previous Full Day radio button. C. Follow the instructions on Scheduling a Recurring Report on page 139. Select the year from the drop-down menu. Figure 8-4: Set Timeframe - Day - with Report Scheduler Week - To generate a report to retrieve data for a seven-day period: A. Select the Week tab. B. Select the year from the drop-down menu. C. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. D. Enter a numerical value for a day of the month in the dd field. The report retrieves data for the week containing the specified day IM Customer Support Guide v10.0 (V )

157 Overview Service Order Metric Reports E. Select the Tab key. The gray boxes auto-populate with the ending date, which is seven days after the date entered in steps 2-4. Figure 8-5: Set Timeframe - Week Week (recurring report) - To generate a recurring report to retrieve data for a specific week: A. Select the Week tab. B. Select the Previous Full Week radio button. C. Follow the instructions on Scheduling a Recurring Report on page 139. Select the year from the drop-down menu. Figure 8-6: Set Timeframe - Week - with Report Scheduler Month - To generate a report to retrieve data for a desired month: A. Select the Month tab. B. Select the year from the drop-down menu. C. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. (V ) IM Customer Support Guide v

158 Service Order Metric Reports Overview Figure 8-7: Set Timeframe - Month Month (recurring report) - To generate a recurring report to retrieve data for a specific month: A. Select the Month tab. B. Select the radio button next to one of the following options: Previous Full Month, Current Month To Date, or Previous Full Quarter. C. If Previous Full Month or Current Month To Date are selected, follow the instructions on Schedule a Recurring Monthly Report on page 141. If Previous Full Quarter is selected, Schedule a Recurring Quarterly Report on page 142. Figure 8-8: Set Timeframe - Month - with Report Scheduler 5. If the report scheduler functionality is available, users may opt to schedule a recurring report. For instructions, refer to Scheduling a Recurring Report on page Locate the Select Report Type section of the screen area and choose one of the report options by clicking the radio button to the left of the option. See table 8-1 on page 159 for descriptions of the report types. 7. Select a filter from the list of options. See table 8-1 on page 159 for descriptions of the filters. 8. Enter any necessary text in the Comments field (this is optional). 9. Click on the Continue button. An additional input screen displays for specifying the filters. At the top of the filters screen there are options for editing any of the settings specified on the previous input screen IM Customer Support Guide v10.0 (V )

159 Overview Service Order Metric Reports Figure 8-9: Edit Previous Selections Select Company(s) A. Choose a company from the Select Company(s) list and select the Add arrow. The company displays in the Report List box. B. To add multiple companies, hold the Ctrl key while making the selection and click the Add arrow. C. To add all companies, select the Add All arrow. D. To remove a company from the list box, select the company and click the Remove arrow. To remove several (or all) companies simultaneously, hold the Ctrl key while making the selection and click the Remove arrow. Figure 8-10: Select Company(s) Filter Enter State(s) E. Enter a two-character state abbreviation in the State text field and select the + button. F. The state displays in the Report List box. Multiple states can be added. To remove an item from the list box, select the - button. (V ) IM Customer Support Guide v

160 Service Order Metric Reports Overview Figure 8-11: Enter State(s) Filter Enter County(s) A. Enter a four-character county abbreviation county in the County text field and a two-character state abbreviation in the State text field. B. Select the + button. C. The county displays in the Report List box. Multiple counties can be added. To remove an item from the list box, select the - button. Figure 8-12: Enter County(s) Filter Enter Community(s) A. Enter a community name in the Community text field and a two-character state abbreviation in the State text field. B. Select the + button. C. The community displays in the Report List box. Multiple communities can be added. To remove an item from the list box, select the - button IM Customer Support Guide v10.0 (V )

161 Overview Service Order Metric Reports Figure 8-13: Enter Community(s) Filter 10. When the filters have been set, click on the Continue button. A confirmation screen displays indicating whether or not the submission was successful. Select the Back to Report Manager link. The report request displays in the Report Manager - Status screen area of the Report Manager screen with a Requested status. When the report is complete, the status changes to Completed and may be viewed by clicking on the report name link or by selecting the check box to the left of the report and clicking the Details button. TN Errors Resolution Summary Report Output The TN Errors Resolution Summary report displays the average number of TN errors and time to clear for each company ID and error category (MSAG, Non-MSAG, LNP). The report output display is a table with the following columns: State County Community Co. ID # Errors Generated Category (error category: MSAG, Non-MSAG, or LNP) Count (number of cleared errors) Avg. Days to Clear (for cleared errors only; average is for the month reported) The filters selected on the input screen when the report is generated narrow the report results to the options specified. If the Selected Company ID(s) filter is chosen, the results display the number of TN errors and average time to clear for the selected company(s) only. If the Selected State and Company ID(s) filter is chosen, the results display the number of TN errors and average time to clear for the selected company(s) within the selected state(s). If the Selected County and Company ID(s) filter is chosen, the results display the number of TN errors and average time to clear for the selected company(s) within the selected county(s). If the Selected Community and Company ID(s) filter is chosen, the results display the number of TN errors and average time to clear for the selected company(s) within the selected community(s). The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the (V ) IM Customer Support Guide v

162 Service Order Metric Reports Overview report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 8-14: TN Errors Resolution Summary Report Detailed TN Errors Resolution Report Output The Detailed TN Errors Resolution report displays the total number of TN errors, error descriptions, and average time to clear for each error category, and each error code within that category. The report output display is a table with the following columns: State County Community Company ID IM Customer Support Guide v10.0 (V )

163 Overview Service Order Metric Reports Category (error category: MSAG, Non-MSAG, or LNP) Code (error code) Description (error description) # Received (number of errors generated) # Resolved (number of cleared errors) # Pending (number awaiting resolution) Avg. Days to Clear (for cleared errors only; average is for the month reported) The output is sorted by State, then Company ID, then Category (error code category). The filters selected on the input screen when the report is generated narrow the report results to the options specified. If the Selected Company ID(s) filter is chosen, the results display the number of TN errors and error details for the selected company(s) only. If the Selected State and Company ID(s) filter is chosen, the results display the number of TN errors and error details for the selected company(s) within the selected state(s). If the Selected County and Company ID(s) filter is chosen, the results display the number of TN errors and error details for the selected company(s) within the selected county(s). If the Selected Community and Company ID(s) filter is chosen, the results display the number of TN errors and error details for the selected company(s) within the selected community(s). The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. (V ) IM Customer Support Guide v

164 Service Order Metric Reports Overview Figure 8-15: Detailed TN Errors Resolution Sample Report Outstanding TN Errors Summary Report Output The Outstanding TN Errors Summary report displays the number of outstanding TN errors and days aging for each state, county, community, company ID, and error category (MSAG, Non-MSAG, LNP). The output display is a table with the following columns: State County Community Company ID Category (error category: MSAG, Non-MSAG, or LNP) # Errors Error Age (0-3, 4-7, 8-14, 15-30, 31-60, 61-90, , , +1 year) The filters selected on the input screen when the report is generated narrow the report results to the options specified. If the Selected Company ID(s) filter is chosen, the results display the number of outstanding TN errors for the selected company(s) only. If the Selected State and Company ID(s) filter is chosen, the results display the number of outstanding TN errors for the selected company(s) within the selected state(s). If the Selected County and Company ID(s) filter is chosen, the results display the number of outstanding TN errors for the selected company(s) within the selected county(s). If the Selected Community and Company ID(s) filter is chosen, the results IM Customer Support Guide v10.0 (V )

165 Overview Service Order Metric Reports display the number of outstanding TN errors for the selected company(s) within the selected community(s). The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 8-16: Outstanding TN Errors Summary Sample Report Detailed Outstanding TN Errors Report Output The Detailed Outstanding TN Errors report displays the number of outstanding TN errors, error details, and days aging for each error category, and for each error code within that category. The output display is a table with the following columns: (V ) IM Customer Support Guide v

166 Service Order Metric Reports Overview State County Community Company ID Category (error category: MSAG, Non-MSAG, or LNP) Code (error code) Description (error description) # Errors Error Age (0-3, 4-7, 8-14, 15-30, 31-60, 61-90, , , +1 year) The filters selected on the input screen when the report is generated narrow the report results to the options specified. If the Selected Company ID(s) filter is chosen, the results display the number of outstanding TN errors and error details for the selected company(s) only. If the Selected State and Company ID(s) filter is chosen, the results display the number of outstanding TN errors and error details for the selected company(s) within the selected state(s). If the Selected County and Company ID(s) filter is chosen, the results display the number of outstanding TN errors and error details for the selected company(s) within the selected county(s). If the Selected Community and Company ID(s) filter is chosen, the results display the number of outstanding TN errors and error details for the selected company(s) within the selected community(s). The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

167 Overview Service Order Metric Reports Figure 8-17: Detailed Outstanding TN Errors Sample Report Table 8-1: TN Error Report Button and Field Descriptions Button/Field Set Timeframe TN Errors Resolution Summary Detailed TN Errors Resolution Outstanding TN Errors Summary Resolution Detailed Outstanding TN Errors Resolution Report Input Description This is used to establish the timeframe for which the report is generated. A report that displays the average number of TN errors and time to clear for each company ID and error category (MSAG, Non-MSAG, LNP). A report that shows, for each error category, and for each error code within that category, the average number of errors and time to clear. A report that shows, for each company ID and error category (MSAG, Non-MSAG, LNP), the number of TN errors and days aging. A report that shows, for each error category, and for each error code within that category, the number of TN errors and days aging. (V ) IM Customer Support Guide v

168 Service Order Metric Reports Overview Table 8-1: Selected Company ID(s) Selected State and Company ID(s) Selected County and Company ID(s) Selected Community and Company ID(s) Comments Cancel Continue Report Summary Activity Log Summary State County Community Co ID. Button/Field Uncleared Errors (Detailed) Uncleared Errors (Summary) A filter that limits the report output to TN errors for the selected companies. A filter that limits the report output to TN errors for the selected states and companies. A filter that limits the report output to TN errors for the selected counties and companies. A filter that limits the report output to TN errors for the selected communities and companies. A text field for entering information about the report. A button that cancels the report and returns to the Report Manager screen. A button that either submits the report to the system or displays an additional filter screen. Report Output Displays the report type, the timeframe for which the report was generated, the filters used, and comments entered when the report was generated. Displays the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. For non-wireless numbers, this is the state postal code abbreviation. For wireless numbers, this is the alphanumeric code assigned by the telco, such as 1Y. The county associated with the street address. The community name. The ID number assigned to the company. The error category, total number of errors for that state, county, community, company ID, and category, and a description of the error code. The error category and total number of errors for that state, county, community, company ID, and category. Error Age The number of errors for each age group. Age groups are: 0-3 days, 4-7 days, 8-14 days, days, days, days, days, days, and +1 year. Cleared Errors (Detailed) Cleared Errors (Summary) TN Error Report Button and Field Descriptions (Continued) Description Displays the total number of cleared errors, including the category, code, description, # received, # resolved, # pending, and the average number of days taken to clear the error. Displays the total number of cleared errors, including the category, count, and the average number of days taken to clear the error IM Customer Support Guide v10.0 (V )

169 Overview Service Order Metric Reports Table 8-1: TN Error Report Button and Field Descriptions (Continued) Button/Field # Errors Generated/ # Errors Cancel Description Displays the sum total of errors for the specified state, county, community, and company ID. A button that cancels the report and returns to the Report Manager screen. Report Toolbar Download Delete Schedule A button that enables users to save the current report to their personal workstations. A button that deletes the current report. (Only displays when the report scheduler functionality is enabled.) A button that enables the user to schedule a recurring report. Processing Statistics The Processing Statistics reports retrieve statistical data collection for batch service order processing. This information can be retrieved according to community, county, and company ID. The types of reports that can be generated include: SO Processing Statistic Report by Company ID SO Processing Statistic Report by Service Order Source Figure 8-18: Service Order Processing Statistics Input Screen (V ) IM Customer Support Guide v

170 Service Order Metric Reports Overview Figure 8-19: Service Order Processing Statistics Input Screen with Scheduler To run a Service Order Processing Statistic report: 1. From the Reports submenu, select the Report Mgr button. The Report Manager screen displays (see figure 7-2 on page 221). 2. In the Create a Report screen area, select the radio button located to the left of the Processing Statistics option under the Service Order Metrics report list and click the Continue button. The Processing Statistics input screen displays. 3. Set the timeframe by selecting a day, week, or month. See Set Timeframe on page 164 for instructions. 4. If the report scheduler functionality is available, users may opt to schedule a recurring report. For instructions, refer to Scheduling a Recurring Report on page Select the report type. Options include: SO Processing Statistic Report by Company ID Displays the number of TN records processed and the number of associated errors for each selected Company ID. SO Processing Statistic Report by Service Order Source Displays the number of TN records processed and the number of associated errors for each selected service order source. 6. Enter any necessary text in the Comments field (this is optional). 7. Click on the Continue button. An additional input screen displays for specifying the filters. At the top of the filters screen there are options for editing any of the settings specified on the previous input screen IM Customer Support Guide v10.0 (V )

171 Overview Service Order Metric Reports Figure 8-20: Edit Previous Selections Select Company(s) A. Choose a company from the Select Company(s) list and select the Add arrow. The company displays in the Report List box. B. To add multiple companies, hold the Ctrl key while making the selection and click the Add arrow. C. To add all companies, select the Add All arrow. D. To remove a company from the list box, select the company and click the Remove arrow. To remove several (or all) companies simultaneously, hold the Ctrl key while making the selection and click the Remove arrow. Figure 8-21: Select Company(s) Filter Select Service Order Source(s) A. Choose a service order source from the Select Service Order Source(s) list and select the Add arrow. The service order source displays in the Report List box. B. To add multiple service order sources, hold the Ctrl key while making the selection and click the Add arrow. C. To add all service order sources, select the Add All arrow. D. To remove a service order source from the list box, select the service order source and click the Remove arrow. To remove several (or all) service order sources simultaneously, hold the Ctrl key while making the selection and click the Remove arrow. (V ) IM Customer Support Guide v

172 Service Order Metric Reports Overview Figure 8-22: Select Service Order Source(s) Filter 8. When the filters have been set, click on the Continue button. A confirmation screen displays indicating whether or not the submission was successful. Select the Back to Report Manager link. The report request displays in the Report Manager - Status screen area of the Report Manager screen with a Requested status. When the report is complete, the status changes to Completed and may be viewed by clicking on the report name link or by selecting the check box to the left of the report and clicking the Details button. Set Timeframe Day - To generate a report to retrieve data from a specific day: 1. The Day tab is pre-selected. 2. Select the year from the drop-down menu. 3. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. 4. Enter a numerical value for a day of the month in the dd field. Figure 8-23: Set Timeframe - Day Day (recurring report) - To generate a recurring report to retrieve data for a specific day: A. Select the Day tab. B. Select the Previous Full Day radio button. C. Follow the instructions on Schedule a Recurring Daily Report on page 228. Select the year from the drop-down menu IM Customer Support Guide v10.0 (V )

173 Overview Service Order Metric Reports Figure 8-24: Set Timeframe - Day - with Report Scheduler Week - To generate a report to retrieve data from a seven-day period: 1. Select the Week tab. 2. Select the year from the drop-down menu. 3. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. 4. Enter a numerical value for a day of the month in the dd field. The report retrieves data for the week containing the specified day. Figure 8-25: Set Timeframe - Week Week (recurring report) - To generate a recurring report to retrieve data for a specific week: A. Select the Week tab. B. Select the Previous Full Week radio button. C. Follow the instructions on Schedule a Recurring Weekly Report on page 228. Select the year from the drop-down menu. (V ) IM Customer Support Guide v

174 Service Order Metric Reports Overview Figure 8-26: Set Timeframe - Week - with Report Scheduler Month - To generate a report to retrieve data from a desired month: 1. Select the Month tab. 2. Select the year from the drop-down menu. 3. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. Figure 8-27: Set Timeframe - Month Month (recurring report) - To generate a recurring report to retrieve data for a specific month: A. Select the Month tab. B. Select the radio button next to one of the following options: Previous Full Month, Current Month To Date, or Previous Full Quarter. C. If Previous Full Month or Current Month To Date are selected, follow the instructions on Schedule a Recurring Monthly Report on page 229. If Previous Full Quarter is selected, Schedule a Recurring Quarterly Report on page IM Customer Support Guide v10.0 (V )

175 Overview Service Order Metric Reports Figure 8-28: Set Timeframe - Month - with Report Scheduler Processing Statistics Report Output The Processing Statistics for Company IDs and Processing Statistics for Service Order Sources reports have identical output screens, with the exception that the former retrieves data according to the specified company IDs and the latter retrieves data according to the specified service order sources. The report output is organized by a processing statistics summary, auto correct summary, ESN assignment, conditional post 701 errors, general errors, and update summary. The data is displayed in table format, with each table providing a unique set of statistical information stored within the system. The Processing Statistics Summary table displays the number of records read, records processed, records processed successfully, hard errors, and soft errors. The statistics are organized by: Inserts Changes Deletes Unlocks Migrates Pilot Deletes Transfers Finals Unknown The Auto Correct Summary table displays the various error types found, the total number of errors processed, and the number of successfully processed errors. The ESN Assignment table displays the number of assigned ESNs by MSAG, routing table, MSAG bypass, post bypass, community, and county. The Conditional Post 701 Errors table displays the number of errors by community and county, while the Errors table displays the specific errors found, the total number of each error, and written descriptions of the errors. The Update Summary table displays the number of updated requests. (V ) IM Customer Support Guide v

176 Service Order Metric Reports Overview The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 8-29: SO Processing Statistics by Company ID IM Customer Support Guide v10.0 (V )

177 Overview Service Order Metric Reports Figure 8-30: Processing Statistics for Service Order Sources Table 8-2: Service Order Processing Statistics Button and Field Descriptions Buttons/Fields Set Timeframe Processing Statistics by Company ID Processing Statistics by Service Order Source Selected Company ID(s) Selected Service Order Source(s) Report Input Descriptions This is used to establish the timeframe for which the report is generated. A report that displays the number of TN records processed and the number of associated errors for each selected Company ID. A report that displays the number of TN records processed and the number of associated errors for each service order source. A filter that limits the report output to records for the selected companies. A filter that limits the report output to records for the selected service order sources. (V ) IM Customer Support Guide v

178 Service Order Metric Reports Overview Table 8-2: Buttons/Fields Comments Cancel Continue Report Summary Activity Log Summary Statistics Auto Correct Summary ESN Assignment Conditional Post 701 Errors Errors Update Summary Download Delete Schedule Service Order Processing Statistics Button and Field Descriptions (Continued) A text field for entering information about the report. A button that cancels the report and returns to the Report Manager screen. A button that either submits the report to the system or displays an additional filter screen. Report Output Displays the report type, the timeframe for which the report was generated, the filters used, and comments entered when the report was generated. Displays the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The number of records read, processed, processed successfully, hard errors, and soft errors per function of change. The number of errors that have been processed, as well as the number that have been processed successfully for each error code and associated type of service. The number of ESN assignments for each MSAG record, routing table, MSAG bypass, post bypass, community, and county. The number of Conditional Post 701 Errors per community and county. The error code and description, as well as the number of errors found for that error code. The number of updates made to the subs examines, subs changed, subs deleted, service records, ALI audits, TN audits, SD audits, and error audits. Report Toolbar Descriptions A button that enables users to save the current report to their personal workstations. A button that deletes the current report. (Only displays when the report scheduler functionality is enabled.) A button that enables the user to schedule a recurring report IM Customer Support Guide v10.0 (V )

179 Service Order Metric Reports (V ) IM Customer Support Guide v

180 Service Order Metric Reports IM Customer Support Guide v10.0 (V )

181 9 MSAG Reports Contents Overview MSAG CR Summary Report MSAG CRs for User IDs Report MSAG Community Count Overdue MSAG CRs IM Customer Support Guide v10.0

182 MSAG Reports Overview Overview Information Manager (9-1-1 IM) provides a variety of methods for accessing MSAG and MSAG Change Request (CR) data. This information can be retrieved according to CR type, community, user ID, and organization ID. This chapter describes the different MSAG Reports, explains how to run a report, and provides a description of the report output screens. The main sections of this chapter include: MSAG CR Summary - Displays the total number of MSAG CRs in the system (that may be accessed by the user generating the report) based on status. MSAG CRs for User IDs - Displays the total number of MSAG CRs created by a specific user or organization. MSAG Community Count - Displays the total number of MSAG records for each community within a state. Overdue MSAG CRs - Displays the total number of MSAG CRs that have been in the system more than seven days. MSAG CR Summary Report The MSAG CR Summary report provides a way to research the total number of MSAG CRs based on status. The report output lists the number of CRs that exist for each status code. The status codes are grouped according to CRs that are initiated, outstanding, or completed. The number of CRs per status code is displayed, as well as the percentage of the total number of CRs in the system. To run a MSAG CR Summary report: 1. From the Reports submenu, select the Report Mgr button. The Report Manager screen displays (see figure 7-2 on page 221). 2. In the Create a Report screen area, select the radio button to the left of the MSAG CR Summary option under the MSAG Reports list. 3. Click on the Continue button. An input screen displays. 4. If the report scheduler functionality is available, users may opt to schedule a recurring report. For instructions, refer to Scheduling a Recurring Report on page Enter any necessary text in the Comments field (this is optional) and click on the Continue button. A confirmation screen displays indicating whether or not the submission was successful. 6. Select the Back to Report Manager link to display the Report Manager screen. The report request displays in the Report Manager - Status screen area with a Requested status. When the report is complete, the status changes to Completed and may be viewed by clicking on the report name link or by selecting the check box to the left of the report and clicking the Details button IM Customer Support Guide v10.0 (V )

183 Overview MSAG Reports Figure 9-1: Comments Input Screen Figure 9-2: Comments and Scheduler Input Screen MSAG CR Summary Report Output The MSAG CR Summary report output displays the total number of CRs by status, grouped according to those that have been initiated (1 - Opened), are outstanding (3 - Approved, 4 - Returned, 5 - Updated), and have been completed (6 - Closed). The Count column lists the number of CRs for a given status code and the % of Total column displays the percent of the total number of CRs for a given status. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. (V ) IM Customer Support Guide v

184 MSAG Reports Overview The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 9-3: MSAG CR Summary Report MSAG CRs for User IDs Report The Change Request by User report provides a way to research the total number of MSAG CRs created by a specific user or organization. This MSAG report generating option tells the system to tally all CRs assigned to the same system user and then display the sum total sorted by organization, user, CR type, state, county, community, and ESN. Reports can be generated based on the following criteria: Specific timeframe Specific user, based on a user's ID (more than one user can be specified) Figure 9-4: MSAG CRs for User IDs Input Screen IM Customer Support Guide v10.0 (V )

185 Overview MSAG Reports Figure 9-5: MSAG CRs for User IDs with Scheduler Input Screen To run a MSAG CRs for User IDs report: 1. From the Reports submenu, select the Report Mgr button. The Report Manager screen displays (see figure 7-2 on page 221). 2. In the Create a Report screen area, select the radio button to the left of the MSAG CRs for User IDs option under the MSAG Reports list. The MSAG Reports input screen displays. 3. Click the Continue button. The system displays an additional input screen for selecting the timeframe. 4. Set the timeframe (see Set Timeframe on page 178 for instructions). 5. If the report scheduler functionality is available, users may opt to schedule a recurring report. For instructions, refer to Scheduling a Recurring Report on page Enter any applicable comments about the report in the Comments text field. 7. Click the Continue button. 8. The Select User(s) filter screen displays (see figure 9-6). From this screen, select users from the list by clicking the name and selecting the Add arrow. The user ID appears in the Report List box. Multiple users can be added by holding the Ctrl key while selecting users and clicking the Add arrow. To add all users, select the Add All arrow. To remove a user from the list box, select the Remove arrow. 9. Click on the Continue button. A confirmation screen displays indicating whether or not the submission was successful. Select the Back to Report Manager link. The report request displays in the Report Manager - Status screen area of the Report Manager screen with a Requested status. When the report is complete, the status changes to Completed and may be viewed by clicking on the report name link or by selecting the check box to the left of the report and clicking the Details button. (V ) IM Customer Support Guide v

186 MSAG Reports Overview Figure 9-6: Select User(s) Filter Screen Set Timeframe Reports can be generated for a particular month or for a date range within a given month. Reports set in the past will retrieve data only up to the specified time and/or date. Month - To generate a report to retrieve data from a specific month: 1. The Month tab is pre-selected. 2. To run the report for a specific month, select the Specific Month radio button (if it is not already selected). Select a year from the drop-down menu and enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. 3. To run the report for the previous full month, select the Previous Full Month radio button. Figure 9-7: Set Timeframe - Month Month (recurring report) - To generate a recurring report to retrieve data for a specific month: A. Select the Month tab. B. Select the radio button next to one of the following options: Previous Full Month, Current Month To Date, or Previous Full Quarter. C. If Previous Full Month or Current Month To Date are selected, follow the instructions on Schedule a Recurring Monthly Report on page 229. If Previous Full Quarter is selected, Schedule a Recurring Quarterly Report on page IM Customer Support Guide v10.0 (V )

187 Overview MSAG Reports Figure 9-8: Set Timeframe - Month - with Report Scheduler Date Range - To generate a report to retrieve data from dates within a particular month: 1. Select the Date Range tab. 2. Select the year from the drop-down menu. 3. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. 4. Enter the starting day for the date range in the first dd text box and an ending date for the date range in the second dd text box. Figure 9-9: Set Timeframe - Date Range MSAG CRs for User IDs Report Output The MSAG CRs by Organization / User report displays the number of CRs created by a user, as well as the number of each CR type, and the state, county, and community and ESN associated with the CRs. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler (V ) IM Customer Support Guide v

188 MSAG Reports Overview functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 9-1: MSAG CRs by Organization / User Report MSAG Community Count The MSAG Community Count report provides a way to research the total number of MSAG records for each community within a state. This report tallies all MSAG records assigned to the same community and then displays the sum total in a bar graph format, as well as the numeric totals. To run a MSAG Community Count report: 1. From the Reports submenu, select the Report Mgr button. The Report Manager screen displays (see figure 7-2 on page 221). 2. In the Create a Report screen area, select the radio button to the left of the MSAG Community Count option under the MSAG Reports list. 3. Click on the Continue button. An input screen displays. 4. If the report scheduler functionality is available, users may opt to schedule a recurring report. For instructions, refer to Scheduling a Recurring Report on page IM Customer Support Guide v10.0 (V )

189 Overview MSAG Reports 5. Enter any necessary text in the Comments field (this is optional) and click on the Continue button. A confirmation screen displays indicating whether or not the submission was successful. 6. Select the Back to Report Manager link to display the Report Manager screen. The report request displays in the Report Manager - Status screen area with a Requested status. When the report is complete, the status changes to Completed and may be viewed by clicking on the report name link or by selecting the check box to the left of the report and clicking the Details button. MSAG Community Count Report Output The MSAG Community Count report displays the total number of MSAG records for each community within a state. This report tallies all MSAG records assigned to the same community and then displays the sum total in a bar graph format, as well as the numeric totals. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 9-10: MSAG Community Count Report (V ) IM Customer Support Guide v

190 MSAG Reports Overview Overdue MSAG CRs The Overdue MSAG CRs report provides a way to research the total number of MSAG CRs that have been in the system for more than seven days. These are outstanding CRs that need to be resolved and closed. To run an Overdue CR report: 1. From the Reports submenu, select the Report Mgr button. The Report Manager screen displays (see figure 7-2 on page 221). 2. In the Create a Report screen area, select the radio button to the left of the Overdue MSAG CRs option under the MSAG Reports list. 3. Click on the Continue button. An input screen displays. 4. If the report scheduler functionality is available, users may opt to schedule a recurring report. For instructions, refer to Scheduling a Recurring Report on page Enter any necessary text in the Comments field (this is optional) and click on the Continue button. A confirmation screen displays indicating whether or not the submission was successful. 6. Select the Back to Report Manager link to display the Report Manager screen. The report request displays in the Report Manager - Status screen area with a Requested status. When the report is complete, the status changes to Completed and may be viewed by clicking on the report name link or by selecting the check box to the left of the report and clicking the Details button. Overdue MSAG CRs Report Output The report displays a table with the log number associated with the open CRs, the activity type, the originator of the CRs, the status, the origination date, the address range, the street name, community, state, ESN, and exchange. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

191 Overview MSAG Reports Figure 9-11: Overdue MSAG CRs Report Table 9-1: MSAG Reports Button and Field Descriptions Button/Field Set Timeframe MSAG CR Summary MSAG CRs for User IDs MSAG Community Count Overdue MSAG CRs Select User(s) Comments Report Input Description This is used to establish the timeframe for which the report is generated. A report that displays the total number of MSAG CRs in the system (that may be accessed by the user generating the report) based on status. A report that displays the total number of MSAG CRs created by a specific user or organization. A report that displays the total number of MSAG records for each community within a state. A report that displays the total number of MSAG CRs that have been in the system more than seven days. A filter that limits the report output to the CRs for the selected users. A text field for entering information about the report. (V ) IM Customer Support Guide v

192 MSAG Reports Overview Table 9-1: Cancel Continue Report Summary Activity Log Summary Log # Activity Type Origin. Org. Status Origination Date Pre-Dir Street High Low O/E/B Community ESN County Exch/Exchange State Button/Field MSAG Reports Button and Field Descriptions (Continued) A button that cancels the report and returns to the Report Manager screen. A button that either submits the report to the system or displays an additional filter screen. Report Output Displays the report type, the timeframe for which the report was generated, the filters used, and comments entered when the report was generated. Displays the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The number assigned by the system when the request was originally submitted. Indicates whether the request is an Insert (New), Change, Split, Combine, or Delete. The organization responsible for originating the record: PSAP, telco or municipality. Identifies the current status of the request. The date the record was created in YYYY/MM/DD HH:mm:SS format where Y=year, M=month, D=day, H=hour, m=minute, and S=second. The prefix directional of the street name. Valid options include: N (North), S (South), E (East), W (West), NE (Northeast), NW (Northwest), SE (Southeast), and SW (Southwest). The street name. The highest street address on the record. The lowest street address on the record. The odd (O), even (E), or both (B) indicators in an address range. The name of the community. The Emergency Service Number identifying the emergency service area of the record. The county abbreviation. Description The geographic unit established by the telco for administration of communication service in the specified area. The state postal code abbreviation. # MSAG Records The numerical tally of MSAG records for the given state and/or community stored in the system IM Customer Support Guide v10.0 (V )

193 Overview MSAG Reports Table 9-1: Org User CR Type ESNs Status Count The organization ID for which the report was generated, and the sum total of CRs attributed to that organization ID. The user ID for which the report was generated, and the sum total of CRs attributed to that user ID. The sum total of each type of Change Request: New, Split, Combine, Change, Delete. The number of CRs for a given Emergency Service Number (ESN). The status assigned to the request. Valid options include: 1 - Opened, 2 - Pending, 3 - Approved, 4 - Returned, 5 - Updated, 6 - Closed, 7 - Withdrawn, or 8 - Historical. The sum total of CRs attributed to the status. % of Total The percent of the total number of CRs. Download Delete Button/Field Schedule MSAG Reports Button and Field Descriptions (Continued) Report Toolbar Description A button that enables users to save the current report to their personal workstations. A button that deletes the current report. (Only displays when the report scheduler functionality is enabled.) A button that enables the user to schedule a recurring report. (V ) IM Customer Support Guide v

194 MSAG Reports IM Customer Support Guide v10.0 (V )

195 10 PSAP Usage Reports Contents Overview ALI Audits Community Reports PSAP Reports Position Reports Trunk ID Reports No Record Found Report IM Customer Support Guide v10.0

196 PSAP Usage Reports Overview Overview Information Manager (9-1-1 IM) provides a variety of statistical analyses regarding ALI data. This information can be retrieved according to PSAP IDs, company IDs, communities, or specific users/organizations. This chapter describes the PSAP Usage reports, including instructions on how to generate the reports, as well as sample report output screens. The PSAP Usage reports include: ALI Audits - Provide statistical data regarding ALI retrievals, call types, and calls based on class of service for a specified community, company ID, or PSAP. Community Reports - Display the number of calls for one or more towns or communities according to PSAP, position, or both. PSAP Reports - Display the number of calls for one or more PSAPs according to community, or position. Position Reports - Display the number of calls received by position number according to PSAP or community. Trunk ID Reports - Display the number of calls received by trunk ID according to PSAP, or PSAP and community. No Record Found Report - Displays the number of NRFs for a given timeframe and for the selected PSAP(s). ALI Audits The ALI Audits provide a number of report options for retrieving statistical data regarding ALI reports, call types, and calls based on class of service. The different report options include: ALI Audit - Displays the total number of calls and the percent of those calls during which the queries were successful. ALI retrieval statistics are presented for the calls based on call type and class of service. ALI Audit for Communities - Displays the total number of calls and the percent of those calls during which the queries were successful for the specified community(s). ALI retrieval statistics are presented for the calls based on call type and class of service. 911 Calls Community Summary - Displays the top 30 call volumes, as well as all call volumes according to community. ALI Audit for Company IDs - Displays the total number of calls for the company ID(s) specified. The calls are organized by type and class of service, with the percentage of successful calls displayed. ALI Audit for Communities by Company ID - Displays the total number of calls for the company ID(s) and community(s) specified. The calls are organized by type and class of service, with the percentage of successful calls displayed. ALI Audit for PSAPs by Company ID - Displays the total number of calls for the company ID(s) and PSAP(s) specified. The calls are organized by type and class of service, with the percentage of successful calls displayed IM Customer Support Guide v10.0 (V )

197 Overview PSAP Usage Reports ALI Audit for PSAPs - Displays the total number of calls and the percent of those calls during which the queries were successful for the specified PSAP(s). ALI retrieval statistics are presented for the calls based on call type and class of service. 911 Calls by PSAP - Displays all call volumes according to PSAP. ALI DR Summary - Displays a report containing the status of existing ALI Discrepancy Reports (DRs) entered into the system. Figure 10-1: ALI Audits Input Screen To run an ALI report: 1. From the Reports submenu, select the Report Mgr button. The Report Manager screen displays (see figure 7-2 on page 221). 2. In the Create a Report screen area, select the radio button located to the left of the ALI Audits option under the PSAP Usage report list. 3. Click the Continue button. The ALI Audits input screen displays. 4. Set the timeframe. For instructions, refer to Set Timeframe on page If the report scheduler functionality is available, users may opt to schedule a recurring report. For instructions, refer to Scheduling a Recurring Report on page Locate the Select Report Type screen area and choose one of the report options by clicking the radio button to the left of the option (see table table 10-1 on page 206 for descriptions). 7. Enter any necessary text in the Comments field (this is optional). 8. Click on the Continue button. An additional input screen displays for specifying the filters. At the top of the filters screen there are options for editing any of the settings specified on the previous input screen. (V ) IM Customer Support Guide v

198 PSAP Usage Reports Overview Figure 10-2: Edit Previous Selections Enter Community(s) A. Enter a community name in the Community text field and a two-character state abbreviation in the State text field. B. Select the + button. C. The community displays in the Report List box. Multiple communities can be added. To remove an item from the list box, select the - button. Figure 10-3: Enter Community(s) Filter Select Company(s) A. Choose a company from the Select Company(s) list and select the Add arrow. The company displays in the Report List box. B. To add multiple companies, hold the Ctrl key while making the selection and click the Add arrow. C. To add all companies, select the Add All arrow. D. To remove a company from the list box, select the company and click the Remove arrow. To remove several (or all) companies simultaneously, hold the Ctrl key while making the selection and click the Remove arrow IM Customer Support Guide v10.0 (V )

199 Overview PSAP Usage Reports Figure 10-4: Select Company(s) Filter Select PSAP(s) A. Choose a PSAP from the Select PSAP(s) list and select the Add arrow. The PSAP displays in the Report List box. B. To add multiple PSAPs, hold the Ctrl key while making the selection and click the Add arrow. C. To add all PSAPs, select the Add All arrow. D. To remove a PSAP from the list box, select the PSAP and click the Remove arrow. To remove several (or all) PSAPs simultaneously, hold the Ctrl key while making the selection and click the Remove arrow. Figure 10-5: Select PSAP(s) Filter 9. When the filters have been set, click on the Continue button. A confirmation screen displays indicating whether or not the submission was successful. Select the Back to Report Manager link. The report request displays in the Report Manager - Status screen area of the Report Manager screen with a Requested status. When the report is complete, the status changes to Completed and may be viewed by clicking on the report name link or by selecting the check box to the left of the report and clicking the Details button. (V ) IM Customer Support Guide v

200 PSAP Usage Reports Overview Set Timeframe Reports can be generated based on one of the following options: hour, day, week, or month. Hour - To generate a report to retrieve data for a specific hour: 1. The Hour tab is pre-selected. 2. Select a time of day from the drop-down menu. The time is in 24-hour format. 3. Select the year from the drop-down menu. 4. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. 5. Enter a numerical value for a day of the month in the dd field. Figure 10-6: Set Timeframe - Hour Day - To generate a report to retrieve data for a specific day: 1. Select the Day tab. 2. Select the year from the drop-down menu. 3. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. 4. Enter a numerical value for a day of the month in the dd field. Figure 10-7: Set Timeframe - Day Day (recurring report) - To generate a recurring report to retrieve data for a specific day: 1. Select the Day tab. 2. Select the Previous Full Day radio button IM Customer Support Guide v10.0 (V )

201 Overview PSAP Usage Reports 3. Follow the instructions on Schedule a Recurring Daily Report on page 228. Select the year from the drop-down menu. Figure 10-8: Set Timeframe - Day - with Report Scheduler Week - To generate a report to retrieve data for a seven-day period: 1. Select the Week tab. 2. Select the year from the drop-down menu. 3. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. 4. Enter a numerical value for a day of the month in the dd field. The report retrieves data for the week containing the specified day. Figure 10-9: Set Timeframe - Week Week (recurring report) - To generate a recurring report to retrieve data for a specific week: 1. Select the Week tab. 2. Select the Previous Full Week radio button. 3. Follow the instructions on Schedule a Recurring Weekly Report on page 228. Select the year from the drop-down menu. (V ) IM Customer Support Guide v

202 PSAP Usage Reports Overview Figure 10-10:Set Timeframe - Week - with Report Scheduler Month - To generate a report to retrieve data for a desired month: 1. Select the Month tab. 2. Select the year from the drop-down menu. 3. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. Figure 10-11: Set Timeframe - Month Month (recurring report) - To generate a recurring report to retrieve data for a specific month: 1. Select the Month tab. 2. Select the radio button next to one of the following options: Previous Full Month, Current Month To Date, or Previous Full Quarter. 3. If Previous Full Month or Current Month To Date are selected, follow the instructions on Schedule a Recurring Monthly Report on page 229. If Previous Full Quarter is selected, Schedule a Recurring Quarterly Report on page IM Customer Support Guide v10.0 (V )

203 Overview PSAP Usage Reports Figure 10-12:Set Timeframe - Month - with Report Scheduler ALI Audit Report Output The ALI Audit report provides statistical results covering ALI retrievals, call types, and calls based on class of service for the timeframe specified on the input screen. The report data is displayed with a bar graph on the left of the screen and column data on the right. The bar graph shows the number of calls received for the specified timeframe, with the year, month, day, and hour displayed along the vertical axis and the number of calls displayed along the horizontal axis. The total number of calls for each day is shown in the number box to the left of the bar graph. The total number of calls received for the entire timeframe is listed above the bar graph, along the with the percent of successful queries. The columns on the right side of the screen display the total number of calls and percent of the total, based on type and class of service. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. (V ) IM Customer Support Guide v

204 PSAP Usage Reports Overview Figure 10-13: ALI Audit Report ALI Audit for Communities Report Output The ALI Audit for Communities report provides statistical results covering ALI retrievals, call types, and calls based on class of service for the timeframe and community(s) specified on the input screen. The report data is displayed with a bar graph on the left of the screen and column data on the right. The bar graph shows the IM Customer Support Guide v10.0 (V )

205 Overview PSAP Usage Reports number of calls received for the specified community(s) and timeframe, with the year, month, day, and hour displayed along the vertical axis and the number of calls displayed along the horizontal axis. The total number of calls for each day is shown in the number box to the left of the bar graph. The total number of calls received for the entire timeframe is listed above the bar graph, along the with the percent of successful queries. The columns on the right side of the screen display the total number of calls and percent of the total, based on type and class of service. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. (V ) IM Customer Support Guide v

206 PSAP Usage Reports Overview Figure 10-14: ALI Audit for Communities Report 911 Calls Community Summary Report Output The 911 Calls Community Summary report displays the number of calls received for the timeframe and community(s) specified on the input screen. The bar graph shows the number of calls received for the specified community(s) with the community name listed along the vertical axis and the number of calls listed along the horizontal axis IM Customer Support Guide v10.0 (V )

207 Overview PSAP Usage Reports The total number of calls for each community is shown in the number box to the left of the bar graph. The columns below the bar graph display the top 30 call volumes, showing the communities and number of calls per community. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 10-15: 911 Calls Community Summary Report ALI Audit for Communities (or PSAPs) by Company ID The ALI Audit for Communities (or PSAPs) by Company ID report provides statistical results covering ALI retrievals, call types, and calls based on class of service for the timeframe and company(s) specified on the input screen. The report data is displayed with a bar graph on the left of the screen and column data on the right. The bar graph shows the number of calls received for the specified company(s) and timeframe, with the year, month, day, and hour displayed along the vertical axis and the number of calls displayed along the horizontal axis. The total number of calls for each day is shown in the number box to the left of the bar graph. The total number of calls received for the entire timeframe is listed above the bar graph, along the with the percent of successful queries. The columns on the right side of the screen display the (V ) IM Customer Support Guide v

208 PSAP Usage Reports Overview total number of calls and percent of the total, based on type and class of service. The ALI Audit for Communities by Company ID or by PSAP reports display the same data for the community(s) or PSAP(s) specified on the input screen, respectively. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

209 Overview PSAP Usage Reports Figure 10-16: ALI Audit for Communities by Company ID Report (V ) IM Customer Support Guide v

210 PSAP Usage Reports Overview Figure 10-17: ALI Audit for PSAPs by Company ID ALI Audit for PSAPs Report Output The ALI Audit for PSAPs report provides statistical results covering ALI retrievals, call types, and calls based on class of service for the timeframe and community(s) specified on the input screen. The report data is displayed with a bar graph on the left of the screen and column data on the right. The bar graph shows the number of calls received for the specified PSAP(s) and timeframe, with the year, month, day, and hour displayed along the vertical axis and the number of calls displayed along the horizontal axis. The total number of calls for each day is shown in the number box to the left of the bar graph. The total number of calls received for the entire timeframe is IM Customer Support Guide v10.0 (V )

211 Overview PSAP Usage Reports listed above the bar graph, along the with the percent of successful queries. The columns on the right side of the screen display the total number of calls and percent of the total, based on type and class of service. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. (V ) IM Customer Support Guide v

212 PSAP Usage Reports Overview Figure 10-18: ALI Audit for PSAPs Report 911 Calls by PSAP Report Output The 911 Calls by PSAP report displays a bar graph with the PSAP ID number listed along the vertical axis and the number of calls received along the horizontal axis. The total number of calls received by each PSAP is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second IM Customer Support Guide v10.0 (V )

213 Overview PSAP Usage Reports The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 10-19: 911 Calls by PSAP Report DR Summary Report The DR Summary report displays the number of ALI discrepancies entered by PSAPs using the ALI Discrepancy Report screen. The report output lists the total number of outstanding ALI discrepancy reports in the system based on the following statuses: Initiated - The total number of ALI DRs with a 1 - Opened status. Completed - The total number of ALI DRs with a 3 - Approved, 4 - Returned, 5 - Updated, or 6 - Closed status. Outstanding - The total number of ALI DRs with a 7 - Withdrawn or 8 - Historical status. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring (V ) IM Customer Support Guide v

214 PSAP Usage Reports Overview report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 10-20: ALI DR Summary Table 10-1: ALI Audit Button and Field Descriptions Button/Field Set Timeframe ALI Audit ALI Audit for Communities 911 Calls Community Summary ALI Audit for Company IDs ALI Audit for Communities by Company ID Report Input Description This is used to establish the timeframe for which the report is generated. A report containing the total number of calls and the percent of those calls during which the queries were successful. In addition, ALI retrieval statistics are presented for the calls based on call type and class of service. A report containing the total number of calls and the percent of those calls during which the queries were successful for the specified community(s). In addition, ALI retrieval statistics are presented for the calls based on call type and class of service. A report containing the top 30 call volumes, as well as all call volumes according to community. A report containing the total number of calls for the selected company(s). The calls are organized by type and class of service, with the percentage of successful calls displayed. A report containing the total number of calls for the selected company(s) and community(s). The calls are organized by type and class of service, with the percentage of successful calls displayed IM Customer Support Guide v10.0 (V )

215 Overview PSAP Usage Reports Table 10-1: ALI Audit Button and Field Descriptions (Continued) Button/Field ALI Audit for PSAPs by Company ID ALI Audit for PSAPs Description A report containing the total number of calls for the selected company(s) and PSAP(s). The calls are organized by type and class of service, with the percentage of successful calls displayed. A report containing the total number of calls and the percent of those calls during which the queries were successful for the specified PSAP(s). In addition, ALI retrieval statistics are presented for the calls based on call type and class of service. 911 Calls by PSAP A report containing all call volumes according to PSAP. ALI DR Summary Selected Company ID(s) Selected PSAP(s) Selected Community(s) Comments Cancel Continue Report Summary Activity Log Summary Total # Calls % Successful Queries Calls by Type Calls by Class of Service Top 30 Call Volumes A report containing the status of existing ALI Discrepancy Reports (DRs) entered into the system. A filter that limits the report output to records for the selected companies. A filter that limits the report output to records for the selected PSAP(s). A filter that limits the report output to records for the selected community(s). A text field for entering information about the report. A button that cancels the report and returns to the Report Manager screen. A button that initiates the report or displays an additional screen to input report criteria. Report Output Displays the report type, the timeframe for which the report was generated, the filters used, and comments entered when the report was generated. Displays the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The total number of calls received during the timeframe specified. The percentage of the total number of calls that received ALI information after querying the database. The total of number of calls broken out into categories based on call type, and provides the percentage of that call type received based on the total number of calls. The total of number of calls broken out into categories based on class of service, and provides the percentage of that class of service received based on the total number of calls. The top thirty communities with the highest call volumes. (V ) IM Customer Support Guide v

216 PSAP Usage Reports Overview Table 10-1: ALI Audit Button and Field Descriptions (Continued) Button/Field All Call Volumes Community All communities and the number of calls associated with each community. The community name. Description # Calls The total number of calls. Company ID PSAP ALI Call Volumes PSAP ID Count The Company IDs for which the report was generated. The total number of calls received by the PSAPs during the timeframe specified. The ID number of the PSAP. The sum total associated with the status. % of Total The percentage of count and total for each status listed. Status The number of DRs per status grouped according to statuses that are initiated, completed, and outstanding. Report Toolbar Download Delete Schedule A button that enables users to save the current report to their personal workstations. A button that deletes the current report. (Only displays when the report scheduler functionality is enabled.) A button that enables the user to schedule a recurring report. Community Reports The Community reports retrieve the number of calls for one or more towns or communities. These reports can be generated for a specific timeframe according to PSAP, position, or both. The different report types available include: 911 Calls for Communities by Position - Displays the count of calls for the specified community(s) according to position. 911 Calls for PSAPs by Community - Displays the count of calls for the specified community(s) according to PSAP. 911 Calls for Communities by PSAP by Position - Displays the count of calls for the specified community(s) according to PSAP and position. 911 Calls for Communities by PSAP by Trunk ID - Displays the count of calls for the specified community(s) according to PSAP and trunk ID. 911 Calls for Communities by Trunk ID - Displays the count of calls for the specified community(s) according to trunk ID. Detailed Hourly 911 Calls for Communities - Displays a detailed report containing the community, time of call, TN, query type, and response code IM Customer Support Guide v10.0 (V )

217 Overview PSAP Usage Reports Figure 10-21: Community Reports Input Screen To run a community report: 1. From the Reports submenu, select the Report Mgr button. The Report Manager screen displays (see figure 7-2 on page 221). 2. In the Create a Report screen area, select the radio button to the left of the Community Reports option under the PSAP Usage report list. 3. Click the Continue button. The Community Report input screen displays. 4. Set the timeframe. For instructions, refer to Set Timeframe on page If the report scheduler functionality is available, users may opt to schedule a recurring report. For instructions, refer to Scheduling a Recurring Report on page Locate the Select Report Type screen area and choose one of the report options by clicking the radio button to the left of the option. See table 10-2 on page 216 for a description of the report types. 7. Enter any necessary text in the Comments field (this is optional). 8. Click on the Continue button. An additional input screen displays for specifying the filters. At the top of the filters screen there are options for editing any of the settings specified on the previous input screen. Figure 10-22: Edit Previous Selections Enter Community(s) (V ) IM Customer Support Guide v

218 PSAP Usage Reports Overview A. Enter a community name in the Community text field and a two-character state abbreviation in the State text field. B. Select the + button. C. The community displays in the Report List box. Multiple communities can be added. To remove an item from the list box, select the - button. Figure 10-23: Enter Community(s) Filter 9. When the filters have been set, click on the Continue button. A confirmation screen displays indicating whether or not the submission was successful. Select the Back to Report Manager link. The report request displays in the Report Manager - Status screen area of the Report Manager screen with a Requested status. When the report is complete, the status changes to Completed and may be viewed by clicking on the report name link or by selecting the check box to the left of the report and clicking the Details button. 911 Calls for Communities by Position Report Output The 911 Calls for Communities by Position report displays the count of calls for the specified community(s) according to position number. The report data is displayed in bar graph format with the position number listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls per position number is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

219 Overview PSAP Usage Reports Figure 10-24: 911 Calls for Communities by Position Report 911 Calls for PSAPs by Community Report Output The 911 Calls for PSAPs by Community report displays the count of calls for the specified community(s) according to PSAP. The report data is displayed in bar graph format with the PSAP ID number listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls per PSAP is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. (V ) IM Customer Support Guide v

220 PSAP Usage Reports Overview Figure 10-25: 911 Calls for PSAPs by Community Report 911 Calls for Communities by PSAP by Position Report Output The 911 Calls for Communities by PSAP by Position report displays the count of calls for the specified community(s) according to PSAP and position. The report data is displayed in bar graph format with the PSAP(s) and position numbers listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls per PSAP and position number is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

221 Overview PSAP Usage Reports Figure 10-26: 911 Calls for Communities by PSAP by Position Report 911 Calls for Communities by PSAP by Trunk ID Report Output The 911 Calls for Communities by PSAP by Trunk ID report displays the count of calls for the specified community(s) according to PSAP and trunk ID. The report data is displayed in bar graph format with the PSAP and trunk ID number listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls per PSAP and trunk ID is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. (V ) IM Customer Support Guide v

222 PSAP Usage Reports Overview Figure 10-27: 911 Calls for Communities by PSAP by Trunk ID Report 911 Calls for Communities by Trunk ID Report Output The 911 Calls for Communities by Trunk ID report displays the count of calls for the specified community(s) according to trunk ID. The report data is displayed in bar graph format with the trunk ID number listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls per trunk ID is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

223 Overview PSAP Usage Reports Figure 10-28: 911 Calls for Communities by Trunk ID Report Detailed Hourly 911 Calls for Communities Output The Detailed Hourly 911 Calls for Communities displays each call received by the PSAP(s) within the specified hour for the specified community(s). The report data is displayed in column format, with the PSAP ID number, time of call, TN, query type, and response code shown for all calls received. The total number of calls is displayed at the top of the report data. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. (V ) IM Customer Support Guide v

224 PSAP Usage Reports Overview Figure 10-29: Detailed Hourly 911 Calls for Communities Table 10-2: Community Reports Button and Field Descriptions Button/Field Set Timeframe 911 Calls for Communities by Position 911 Calls for PSAPs by Community 911 Calls for Communities by PSAP by Position 911 Calls for Communities by PSAP by Trunk ID 911 Calls for Communities by Trunk ID Report Input Description This is used to establish the timeframe for which the report is generated. A report containing the count of calls for the specified community(s) according to position. A report containing the count of calls for the specified community(s) according to PSAP. A report containing the count of calls for the specified community(s) according to PSAP and position. A report containing the count of calls for the specified community(s) according to PSAP and trunk ID. A report containing the count of calls for the specified community(s) according to trunk ID IM Customer Support Guide v10.0 (V )

225 Overview PSAP Usage Reports Table 10-2: Community Reports Button and Field Descriptions (Continued) Detailed Hourly 911 Calls for Communities Record Not Found Detailed Report for PSAPs Selected PSAP(s) Selected Community(s) Comments Cancel Continue Report Summary Activity Log Summary Community Position Call Volumes Position A report containing the time of call, TN, query type, and response code for the selected community(s). A detailed report within the selected timeframe containing the NRF (No Record Found), time of call, TN, query type, and response code. A filter that limits the report output to records for the selected PSAP(s). A filter that limits the report output to records for the selected community(s). A text field for entering information about the report. A button that cancels the report and returns to the Report Manager screen. A button that initiates the report or displays an additional screen to input report criteria. Report Output Displays the report type, the timeframe for which the report was generated, the filters used, and comments entered when the report was generated. Displays the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. Displays the community(s) for which the report was generated. Displays the total volume of calls received for each position. Displays the position number. # Calls Displays the total of number of calls. Call Volumes PSAP ID Trunk ID Total # Calls PSAP Time TN Button/Field Query Type Displays the total number of calls received at each PSAP for the community(s) and timeframe specified. Displays the identification code of the PSAP. Displays the trunk ID number. Displays the total number of calls received for the community(s) and timeframe specified. Displays the ID number of the PSAP that received the call. Displays the time the call was received in hh:mm format. Displays the telephone number of the call. Displays the type of query. Description (V ) IM Customer Support Guide v

226 PSAP Usage Reports Overview Table 10-2: Community Reports Button and Field Descriptions (Continued) Button/Field Response Code Description Displays the response code associated with the call. Valid options include: 9=Record Not Found, 1=Rec Found, single link, 2=Rec Found, dual link. Report Toolbar Download Delete Schedule A button that enables users to save the current report to their personal workstations. A button that deletes the current report. (Only displays when the report scheduler functionality is enabled.) A button that enables the user to schedule a recurring report. PSAP Reports The PSAP reports retrieve the number of calls for one or more PSAPs. These reports can be generated for all or specific PSAPs, and can be created for a given timeframe according to community, PSAP, or position. The types of reports that can be generated include: 911 Calls for Communities - Displays the call volume by community. 911 Calls by PSAP by Trunk ID - Displays the call volume by trunk ID. 911 Calls for PSAPs - Displays the call volume by PSAP. 911 Calls for PSAPs by Position - Displays the call volume by position. 911 Calls by PSAP by Position - Displays the call volume by position and PSAP. Detailed Hourly 911 Calls for PSAPs - Displays a detailed report containing the time each call was received, the TN, query type, and response code for selected PSAP(s). Detailed Hourly 911 Calls for Communities - Displays a detailed report containing the time each call was received, the TN, query type, and response code for selected community(s) IM Customer Support Guide v10.0 (V )

227 Overview PSAP Usage Reports Figure 10-30: PSAP Reports Input Screen To generate a PSAP report: 1. From the Reports submenu, select the Report Mgr button. The Report Manager screen displays (see figure 7-2 on page 221). 2. In the Create a Report screen area, select the radio button to the left of the PSAP Reports option under the PSAP Usage report list. 3. Click the Continue button. The PSAP Reports input screen displays. 4. Set the timeframe (see Set Timeframe on page 192 for instructions). 5. Locate the Select Report Type screen area. Choose a report type by selecting the radio button to the left of the option. See table 10-3 on page 227 for a description of report types. 6. Enter any necessary text in the Comments field (this is optional). 7. Click on the Continue button. An additional input screen displays for specifying the filters. At the top of the filters screen there are options for editing any of the settings specified on the previous input screen. Figure 10-31: Edit Previous Selections Enter Community(s) A. Enter a community name in the Community text field and a two-character state abbreviation in the State text field. (V ) IM Customer Support Guide v

228 PSAP Usage Reports Overview B. Select the + button. C. The community displays in the Report List box. Multiple communities can be added. To remove an item from the list box, select the - button. Figure 10-32: Enter Community(s) Filter Select PSAP(s) A. Choose a PSAP from the Select PSAP(s) list and select the Add arrow. The PSAP displays in the Report List box. B. To add multiple PSAPs, hold the Ctrl key while making the selection and click the Add arrow. C. To add all PSAPs, select the Add All arrow. D. To remove a PSAP from the list box, select the PSAP and click the Remove arrow. To remove several (or all) PSAPs simultaneously, hold the Ctrl key while making the selection and click the Remove arrow. Figure 10-33: Select PSAP(s) Filter 8. When the filters have been set, click on the Continue button. A confirmation screen displays indicating whether or not the submission was successful. Select the Back to Report Manager link. The report request displays in the Report Manager - Status screen area of the Report Manager screen with a Requested status. When the report is complete, the status changes to Completed and may be viewed by clicking on the report name link or by selecting the check box to the left of the report and clicking the Details button IM Customer Support Guide v10.0 (V )

229 Overview PSAP Usage Reports 911 Calls for Communities Report Output The 911 Calls for Communities report displays the number of calls for each PSAP within a community for a given duration. The report data is displayed as a bar graph with the PSAPs listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls for each community is shown numerically in the column to the right of the community name. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 10-34: 911 Calls for Communities Report 911 Calls by PSAP by Trunk ID Report Output The 911 Calls by PSAP by Trunk ID report contains all call volumes by trunk ID within the timeframe specified. The report data is displayed as a bar graph with the PSAPs and Trunk IDs listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls for each PSAP and Trunk ID is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log (V ) IM Customer Support Guide v

230 PSAP Usage Reports Overview Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 10-35: 911 Calls by PSAP by Trunk ID Report 911 Calls for PSAPs Report Output The 911 Calls for PSAPs report displays the call volume by PSAP within the timeframe specified. The report data is displayed as a bar graph with the PSAPs listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls for each PSAP is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler IM Customer Support Guide v10.0 (V )

231 Overview PSAP Usage Reports functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 10-36: 911 Calls for PSAPs Report 911 Calls for PSAPs by Position Report Output The 911 Calls for PSAPs by Position report displays the call volume by position within the timeframe specified. The report data is displayed as a bar graph with the communities listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls for each PSAP and position is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. (V ) IM Customer Support Guide v

232 PSAP Usage Reports Overview Figure 10-37: 911 Calls for PSAPs by Position Report 911 Calls by PSAP by Position Report Output The 911 Calls by PSAP by Position report displays the call volume by position and PSAP within the timeframe specified. The report data is displayed as a bar graph with the communities listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls for each PSAP and position is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

233 Overview PSAP Usage Reports Figure 10-38: 911 Calls by PSAP by Position Report Detailed Hourly 911 Calls for PSAPs Output The Detailed Hourly 911 Calls for PSAPs displays each call received at the selected PSAPs for a given timeframe. For each call, the PSAP, time of the call, TN, query type, and response code is displayed. The report results are displayed in column format. The total number of calls is displayed at the top. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. (V ) IM Customer Support Guide v

234 PSAP Usage Reports Overview Figure 10-39: Detailed Hourly 911 Calls by PSAP Report Detailed Hourly 911 Calls for Communities Output The Detailed Hourly 911 Calls for Communities displays each call received at the selected communities for a given timeframe. For each call, the PSAP, time of the call, TN, query type, and response code is displayed. The report results are displayed in column format. The total number of calls is displayed above the report data. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

235 Overview PSAP Usage Reports Figure 10-40: Detailed Hourly 911 Calls for Communities Table 10-3: PSAP Reports Button and Field Descriptions Button/Field Set Timeframe 911 Calls for Communities 911 Calls by PSAP by Trunk ID Report Input Description This is used to establish the timeframe for which the report is generated. Generates a report containing the call volume by community within the timeframe specified. Generates a report containing the call volume by trunk ID within the timeframe specified. 911 Calls for PSAPs Generates a report containing the call volume by PSAP within the timeframe specified. 911 Calls for PSAPs by Position 911 Calls by PSAP by Position Detailed Hourly 911 Calls for PSAPs Detailed Hourly 911 Calls for Communities Generates a report containing the call volume by position within the timeframe specified. Generates a report containing the call volume by position and PSAP within the timeframe specified. Generates a report containing the time each call was received, the TN, query type, and response code for selected PSAP(s). Generates a report containing the time each call was received, the TN, query type, and response code for selected community(s). (V ) IM Customer Support Guide v

236 PSAP Usage Reports Overview Table 10-3: PSAP Reports Button and Field Descriptions (Continued) Selected PSAP(s) Selected Community(s) Comments Cancel Continue Report Summary Activity Log Summary PSAP/PSAP ID Call Volumes Community Total # Calls/# Calls Trunk ID Position Time TN Query Type Response Code Download Delete Button/Field Schedule A filter that limits the report output to records for the selected PSAP(s). A filter that limits the report output to records for the selected community(s). A text field for entering information about the report. A button that cancels the report and returns to the Report Manager screen. A button that initiates the report or displays an additional screen to input report criteria. Report Output Displays the report type, the timeframe for which the report was generated, the filters used, and comments entered when the report was generated. Displays the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The ID number of the PSAP. The total number of calls received by the PSAPs during the timeframe specified. The name of the community. The total number of calls. The trunk ID number. The position number. The time the call was received in hh:mm format. The telephone number of the call. The type of query. The response code associated with the call. Valid options include: 9=Record Not Found, 1=Rec Found, single link, 2=Rec Found, dual link. Report Toolbar Description A button that enables users to save the current report to their personal workstations. A button that deletes the current report. (Only displays when the report scheduler functionality is enabled.) A button that enables the user to schedule a recurring report IM Customer Support Guide v10.0 (V )

237 Position Reports PSAP Usage Reports Position Reports The Position reports retrieve the number of calls received by position number. These reports can be generated for position number only, specific PSAPs, specific communities, or cross-referenced according to PSAP and position number. To run a Position report, choose one of the following report types: 911 Calls by Position - Displays the call volume by position. 911 Calls for PSAPs by Position - Displays the call volume for each PSAP by position. 911 Calls by PSAP by Position - Displays the count of calls according to PSAP and position. 911 Calls for Communities by PSAP by Position - Displays the call volume for the selected community(s) according to PSAP and position. 911 Calls for Communities by Position - Displays the call volume for the selected community(s) according to position. Figure 10-41: Position Reports Input Screen To generate a position report: 1. From the Reports submenu, select the Report Mgr button. The Report Manager screen displays (see figure 7-2 on page 221). 2. In the Create a Report screen area, select the radio button to the left of the Position Reports option under the PSAP Usage report list. The Position Reports input screen displays. 3. Click the Continue button. The Position Report input screen displays. 4. Set the timeframe (see Set Timeframe on page 192 for instructions). 5. Locate the Select Report Type screen area. Choose a report type by selecting the radio button to the left of the option. See table 10-4 on page 236 for a description of the report types. 6. Enter any necessary text in the Comments field (this is optional). (V ) IM Customer Support Guide v

238 PSAP Usage Reports Position Reports 7. Click on the Continue button. An additional input screen displays for specifying the filters. At the top of the filters screen there are options for editing any of the settings specified on the previous input screen. Figure 10-42: Edit Previous Selections Enter Community(s) A. Enter a community name in the Community text field and a two-character state abbreviation in the State text field. B. Select the + button. C. The community displays in the Report List box. Multiple communities can be added. To remove an item from the list box, select the - button. Figure 10-43: Enter Community(s) Filter Select PSAP(s) A. Choose a PSAP from the Select PSAP(s) list and select the Add arrow. The PSAP displays in the Report List box. B. To add multiple PSAPs, hold the Ctrl key while making the selection and click the Add arrow. C. To add all PSAPs, select the Add All arrow. D. To remove a PSAP from the list box, select the PSAP and click the Remove arrow. To remove several (or all) PSAPs simultaneously, hold the Ctrl key while making the selection and click the Remove arrow IM Customer Support Guide v10.0 (V )

239 Position Reports PSAP Usage Reports Figure 10-44: Select PSAP(s) Filter 8. When the filters have been set, click on the Continue button. A confirmation screen displays indicating whether or not the submission was successful. Select the Back to Report Manager link. The report request displays in the Report Manager - Status screen area of the Report Manager screen with a Requested status. When the report is complete, the status changes to Completed and may be viewed by clicking on the report name link or by selecting the check box to the left of the report and clicking the Details button. 911 Calls by Position Report Output The 911 Calls by Position report displays the number of calls received by each position number. The report data is displayed as a bar graph with the position number listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls for each is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. (V ) IM Customer Support Guide v

240 PSAP Usage Reports Position Reports Figure 10-45: 911 Calls by Position Report 911 Calls for PSAPs by Position Report Output The 911 Calls for PSAPs by Position report displays the number of calls received by each PSAP according to position number. The report data is displayed as a bar graph with the position number listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls for each is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

241 Position Reports PSAP Usage Reports Figure 10-46: 911 Calls for PSAPs by Position Report 911 Calls by PSAP by Position Report Output The 911 Calls by PSAP by Position report displays the number of calls received by PSAP and position number. The report data is displayed as a bar graph with the PSAPs and position numbers listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls for each is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. (V ) IM Customer Support Guide v

242 PSAP Usage Reports Position Reports Figure 10-47: 911 Calls by PSAP by Position Report 911 Calls for Communities by PSAP by Position Report Output The 911 Calls for Communities by PSAP by Position report displays the number of calls received by PSAP and position number for the community(s) specified on the input screen. The report data is displayed with the PSAPs and position numbers listed along the vertical axis and the number of calls displayed in bar graph format along the horizontal axis. The total number of calls for each PSAP and position shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

243 Position Reports PSAP Usage Reports Figure 10-48: 911 Calls for Communities by PSAP by Position Report 911 Calls for Communities by Position Report Output The 911 Calls for Communities by Position report displays the number of calls received by position number for the community(s) specified on the input screen. The report data is displayed with the position numbers listed along the vertical axis and the number of calls displayed in bar graph format along the horizontal axis. The total number of calls for each PSAP and position shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. (V ) IM Customer Support Guide v

244 PSAP Usage Reports Position Reports Figure 10-49: 911 Calls for Communities by Position Report Table 10-4: Position Reports Button and Field Descriptions Button/Field Set Timeframe Report Input Description This is used to establish the timeframe for which the report is generated. 911 Calls by Position Generates a report containing the call volume by position within the timeframe specified. 911 Calls for PSAPs by Position 911 Calls by PSAP by Position 911 Calls for Communities by PSAP by Position 911 Calls for Communities by Position Selected PSAP(s) Generates a report containing the call volume for each PSAP by position within the timeframe specified. Generates a report containing the count of calls according to PSAP and position within the timeframe specified. Generates a report containing the call volume for a community(s) according to PSAP and position within the timeframe specified. Generates a report containing the call volume for a community(s) according to position within the timeframe specified. A filter that limits the report output to records for the selected PSAP(s) IM Customer Support Guide v10.0 (V )

245 Position Reports PSAP Usage Reports Table 10-4: Position Reports Button and Field Descriptions (Continued) Selected Community(s) Comments Cancel Continue Report Summary Activity Log Summary Position A filter that limits the report output to records for the selected community(s). A text field for entering information about the report. A button that cancels the report and returns to the Report Manager screen. A button that initiates the report or displays an additional screen to input report criteria. Report Output Displays the report type, the timeframe for which the report was generated, the filters used, and comments entered when the report was generated. Displays the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The position number. # Calls The total number of calls. PSAP/PSAP ID Position Call Volumes Community Download Delete Button/Field Schedule The ID number of the PSAP(s). The number of calls associated with each position. The name of the community. Report Toolbar Description A button that enables users to save the current report to their personal workstations. A button that deletes the current report. (Only displays when the report scheduler functionality is enabled.) A button that enables the user to schedule a recurring report. (V ) IM Customer Support Guide v

246 PSAP Usage Reports Trunk ID Reports Trunk ID Reports The Trunk ID reports retrieve the number of calls received by trunk ID. These reports can be generated for the trunk ID only, specific PSAPs, or PSAPs and communities. The Trunk ID report types include: Trunk ID Call Summary - Displays the call volume by trunk ID. 911 Calls for Communities by Trunk ID - Displays the call volume for the selected community(s) according to trunk ID. 911 Calls for Communities by PSAP by Trunk ID - Displays the call volume for the selected community(s) according to PSAP and trunk ID. 911 Calls by PSAP by Trunk ID - Displays the call volume for the selected PSAP(s) by trunk ID. Figure 10-50: Trunk ID Reports Input Screen To generate a trunk ID report: 1. From the Reports submenu, select the Report Mgr button. The Report Manager screen displays (see figure 7-2 on page 221). 2. In the Create a Report screen area, select the radio button to the left of the Trunk ID Reports option under the PSAP Usage report list. 3. Click the Continue button. The Trunk ID Reports input screen displays. 4. Set the timeframe (see Set Timeframe on page 192 for instructions). 5. Locate the Select Report Type screen area. Choose a report type by selecting the radio button to the left of the option. See table 10-5 on page 243 for descriptions of the report types. 6. Enter any necessary text in the Comments field (this is optional). 7. Click on the Continue button. An additional input screen may display for specifying the community(s). At the top of the filters screen there are options for editing any of the settings specified on the previous input screen IM Customer Support Guide v10.0 (V )

247 Trunk ID Reports PSAP Usage Reports Figure 10-51: Edit Previous Selections Enter Community(s) A. Enter a community name in the Community text field and a two-character state abbreviation in the State text field. B. Select the + button. C. The community displays in the Report List box. Multiple communities can be added. To remove an item from the list box, select the - button. Figure 10-52: Enter Community(s) Filter 8. When the filter has been set, click on the Continue button. A confirmation screen displays indicating whether or not the submission was successful. Select the Back to Report Manager link. The report request displays in the Report Manager - Status screen area of the Report Manager screen with a Requested status. When the report is complete, the status changes to Completed and may be viewed by clicking on the report name link or by selecting the check box to the left of the report and clicking the Details button. Trunk ID Call Summary Report Output The Trunk ID Call Summary report displays the number of calls received by trunk ID. The report data is displayed as a bar graph with the trunk ID listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls for each trunk ID is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and (V ) IM Customer Support Guide v

248 PSAP Usage Reports Trunk ID Reports time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 10-53: Trunk ID Call Summary Report 911 Calls for Communities by Trunk ID Report Output The 911 Calls for Communities by Trunk ID report displays the number of calls received by trunk ID for the community(s) specified on the input screen. The report data is displayed as a bar graph with the trunk ID listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls for each trunk ID is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

249 Trunk ID Reports PSAP Usage Reports Figure 10-54: 911 Calls for Communities by Trunk ID Report 911 Calls for Communities by PSAP by Trunk ID Report Output The 911 Calls for Communities by PSAP by Trunk ID report displays the number of calls received by PSAP and trunk ID for the community(s) specified on the input screen. The report data is displayed as a bar graph with the PSAPs trunk IDs listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls for each PSAP and trunk ID is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. (V ) IM Customer Support Guide v

250 PSAP Usage Reports Trunk ID Reports Figure 10-55: 911 Calls for Communities by PSAP by Trunk ID Report 911 Calls by PSAP by Trunk ID Report Output The 911 Calls by PSAP by Trunk ID report displays the number of calls received at each PSAP by trunk ID. The report data is displayed as a bar graph with the PSAP and trunk ID listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls for each is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

251 Trunk ID Reports PSAP Usage Reports Figure 10-56: 911 Calls by PSAP by Trunk ID Report Table 10-5: Trunk ID Reports Button and Field Descriptions Button/Field Set Timeframe Trunk ID Call Summary 911 Calls for Communities by Trunk ID 911 Calls for Communities by PSAP by Trunk ID 911 Calls by PSAP by Trunk ID Selected PSAP(s) Selected Community(s) Comments Report Input Description This is used to establish the timeframe for which the report is generated. Generates a report containing the call volume by trunk ID within the timeframe specified. Generates a report containing the call volume for a community(s) according to trunk ID within the timeframe specified. Generates a report containing the call volume for a community(s) according to PSAP and trunk ID within the timeframe specified. Generates a report containing the call volume for the selected PSAP(s) by trunk ID within the timeframe specified. A filter that limits the report output to records for the selected PSAP(s). A filter that limits the report output to records for the selected community(s). A text field for entering information about the report. (V ) IM Customer Support Guide v

252 PSAP Usage Reports Trunk ID Reports Table 10-5: Trunk ID Reports Button and Field Descriptions (Continued) Cancel Continue Report Summary Activity Log Summary Trunk ID Call Volumes Trunk ID PSAP ID A button that cancels the report and returns to the Report Manager screen. A button that initiates the report or displays an additional screen to input report criteria. Report Output Displays the report type, the timeframe for which the report was generated, the filters used, and comments entered when the report was generated. Displays the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. All call volumes according to trunk ID. The trunk ID number. The ID number of the PSAP. # Calls The total number of calls. Community Download Delete Button/Field Schedule The name of the community. Report Toolbar Description A button that enables users to save the current report to their personal workstations. A button that deletes the current report. (Only displays when the report scheduler functionality is enabled.) A button that enables the user to schedule a recurring report IM Customer Support Guide v10.0 (V )

253 No Record Found Report PSAP Usage Reports No Record Found Report The No Record Found report for PSAPs is a detailed report containing the NRF (No Record Found), time of call, TN, query type, and response code. To generate a No Record Found report: 1. From the Reports submenu, select the Report Mgr button. The Report Manager screen displays (see figure 7-2 on page 221). 2. In the Create a Report screen area, select the radio button to the left of the No Record Found option under the PSAP Usage report list. 3. Click the Continue button. The No Record Found Report input screen displays. 4. Set the timeframe (see Set Timeframe on page 192 for instructions). 5. Enter any necessary text in the Comments field (this is optional). 6. Click on the Continue button. 7. The Select PSAP(s) filter screen displays. A. Choose a PSAP from the Select PSAP(s) list and select the Add arrow. The PSAP displays in the Report List box. B. To add multiple PSAPs, hold the Ctrl key while making the selection and click the Add arrow. C. To add all PSAPs, select the Add All arrow. D. To remove a PSAP from the list box, select the PSAP and click the Remove arrow. To remove several (or all) PSAPs simultaneously, hold the Ctrl key while making the selection and click the Remove arrow. Figure 10-57: Select PSAP(s) Filter 8. Select the Continue button. A confirmation screen displays indicating whether or not the submission was successful. Select the Back to Report Manager link. The report request displays in the Report Manager - Status screen area of the Report Manager screen with a Requested status. When the report is complete, the status changes to Completed and may be viewed by clicking on the report name link or by selecting the check box to the left of the report and clicking the Details button. (V ) IM Customer Support Guide v

254 PSAP Usage Reports No Record Found Report No Record Found Detailed Report for PSAPs Output The No Record Found Detailed Report for PSAPs provides a detailed analysis of the NRFs (No Record Found) for the specified timeframe. The report data is displayed in column format, with the PSAP ID number, time of call, TN, query type, and response code shown. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

255 11 Wireless Queries Contents Overview Wireless Queries Wireless Queries IM Customer Support Guide v10.0

256 Wireless Queries Overview Overview Information Manager (9-1-1 IM) provides a variety of statistical analyses regarding wireless ALI data. This information is useful to PSAPs and Service Providers (ILECs) for tracking inbound wireless call activities. The report data is retrieved according to PSAP ID, company ID, community, county, or state. This chapter describes the Wireless Queries 1 and 2, including instructions on how to generate the reports, as well as sample report output screens. The types of reports include: Wireless Queries 1 - Displays data for wireless services according to community, company ID, or PSAP. Wireless Queries 2 - Displays wireless ALI call details by company ID (carrier) or PSAP, wireless ALI summaries by company ID or PSAP, and wireless Wireless Position Updates for Companies or PSAP. Wireless Queries 1 The Wireless Queries 1 reports retrieve ALI data for wireless services. These reports can be generated for specific communities, company ID(s), or PSAP(s) for a given timeframe. The report types include: Wireless Queries for Communities and Company IDs - Displays the wireless ALI retrievals by community and company ID. Wireless Queries for Company IDs - Displays the wireless ALI retrievals by company ID. Wireless Queries for PSAPs and Company IDs - Displays the wireless ALI retrievals by PSAP and company ID. Wireless Queries for PSAPs and Company IDs by Trunk ID - Displays the wireless ALI retrievals by PSAP, trunk ID, and company ID. Figure 11-1: Wireless Reports Input Screen To run a Wireless Queries 1 report: IM Customer Support Guide v10.0 (V )

257 Overview Wireless Queries 1. From the Reports submenu, select the Report Mgr button. The Report Manager screen displays (see figure 7-2 on page 221). 2. In the Create a Report screen area, select the radio button to the left of the Wireless Queries 1 option under the Wireless report list. 3. Click the Continue button. The Wireless Queries 1 input screen displays. 4. Set the timeframe (see Set Timeframe on page 253 for instructions). 5. Locate the Select Report Type screen area. Choose a report type by selecting the radio button to the left of the option. See table 11-1 on page 259 for descriptions of the report types. 6. Enter any necessary text in the Comments field (this is optional). 7. Click on the Continue button. An additional input screen displays for specifying the filters. At the top of the filters screen there are options for editing any of the settings specified on the previous input screen. Figure 11-2: Edit Previous Selections Enter Community(s) A. Enter a community name in the Community text field and a two-character state abbreviation in the State text field. B. Select the + button. C. The community displays in the Report List box. Multiple communities can be added. To remove an item from the list box, select the - button. Figure 11-3: Enter Community(s) Filter Select Company(s) A. Choose a company from the Select Company(s) list and select the Add arrow. The company displays in the Report List box. (V ) IM Customer Support Guide v

258 Wireless Queries Overview B. To add multiple companies, hold the Ctrl key while making the selection and click the Add arrow. C. To add all companies, select the Add All arrow. D. To remove a company from the list box, select the company and click the Remove arrow. To remove several (or all) companies simultaneously, hold the Ctrl key while making the selection and click the Remove arrow. Figure 11-4: Select Company(s) Filter Select PSAP(s) A. Choose a PSAP from the Select PSAP(s) list and select the Add arrow. The PSAP displays in the Report List box. B. To add multiple PSAPs, hold the Ctrl key while making the selection and click the Add arrow. C. To add all PSAPs, select the Add All arrow. D. To remove a PSAP from the list box, select the PSAP and click the Remove arrow. To remove several (or all) PSAPs simultaneously, hold the Ctrl key while making the selection and click the Remove arrow. Figure 11-5: Select PSAP(s) Filter 8. When the filters have been set, click on the Continue button. A confirmation screen displays indicating whether or not the submission was successful. Select the Back to Report Manager link. The report request displays in the Report Manager - Status screen area of the Report Manager screen with a Requested status. When the IM Customer Support Guide v10.0 (V )

259 Overview Wireless Queries report is complete, the status changes to Completed and may be viewed by clicking on the report name link or by selecting the check box to the left of the report and clicking the Details button. Set Timeframe Reports can be generated based on one of the following options: hour, day, week, or month. Reports set in the past will retrieve data only up to the specified time and/or date. Reports set to run in the future will retrieve data up to the specified time and/or date. Hour - To generate a report to retrieve data from a specific hour: 1. The Hour tab is pre-selected. 2. Select a time of day from the drop-down menu. The time is in 24-hour format. 3. Select the year from the drop-down menu. 4. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. 5. Enter a numerical value for a day of the month in the dd field. Figure 11-6: Set Timeframe - Hour Day - To generate a report to retrieve data from a specific day: 1. Select the Day tab. 2. Select the year from the drop-down menu. 3. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. 4. Enter a numerical value for a day of the month in the dd field. Figure 11-7: Set Timeframe - Day (V ) IM Customer Support Guide v

260 Wireless Queries Overview Day (recurring report) - To generate a recurring report to retrieve data for a specific day: 1. Select the Day tab. 2. Select the Previous Full Day radio button. 3. Follow the instructions on Schedule a Recurring Daily Report on page 228. Select the year from the drop-down menu. Figure 11-8: Set Timeframe - Day - with Report Scheduler Week - To generate a report to retrieve data from a seven-day period: 1. Select the Week tab. 2. Select the year from the drop-down menu. 3. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. 4. Enter a numerical value for a day of the month in the dd field. The report retrieves data for the week containing the specified day. Figure 11-9: Set Timeframe - Week Week (recurring report) - To generate a recurring report to retrieve data for a specific week: 1. Select the Week tab. 2. Select the Previous Full Week radio button. 3. Follow the instructions on Schedule a Recurring Weekly Report on page 228. Select the year from the drop-down menu IM Customer Support Guide v10.0 (V )

261 Overview Wireless Queries Figure 11-10: Set Timeframe - Week - with Report Scheduler Month - To generate a report to retrieve data from a desired month: 1. Select the Month tab. 2. Select the year from the drop-down menu. 3. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. Figure 11-11: Set Timeframe - Month Month (recurring report) - To generate a recurring report to retrieve data for a specific month: 1. Select the Month tab. 2. Select the radio button next to one of the following options: Previous Full Month, Current Month To Date, or Previous Full Quarter. 3. If Previous Full Month or Current Month To Date are selected, follow the instructions on Schedule a Recurring Monthly Report on page 229. If Previous Full Quarter is selected, Schedule a Recurring Quarterly Report on page 230. (V ) IM Customer Support Guide v

262 Wireless Queries Overview Figure 11-12: Set Timeframe - Month - with Report Scheduler Wireless Queries for Communities and Company IDs Report Output The Wireless Queries for Communities and Company IDs report displays the wireless ALI retrievals for each community and company ID. The report data is displayed as a bar graph with the community and company ID listed along the vertical axis and the number of wireless ali retrievals listed along the horizontal axis. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 11-13: Wireless Queries for Communities and Company IDs Report IM Customer Support Guide v10.0 (V )

263 Overview Wireless Queries Wireless Queries for Company IDs Report Output The Wireless Queries for Company IDs report displays the wireless ALI retrievals by company ID. The report data is displayed as a bar graph with the company ID and PSAP ID listed along the vertical axis and the number of calls listed along the horizontal axis. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 11-14: Wireless Queries for Company IDs Report Wireless Queries for PSAPs and Company IDs Report Output The Wireless Queries for PSAPs and Company IDs report displays the wireless ALI retrievals by PSAP and company ID. The report data is displayed as a bar graph with the company ID and PSAP ID listed along the vertical axis and the number of calls listed along the horizontal axis. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. (V ) IM Customer Support Guide v

264 Wireless Queries Overview The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 11-15: Wireless Queries for PSAPs and Company IDs Report Wireless Queries for PSAPs and Company IDs by Trunk ID Report Output The Wireless Queries for PSAPs and Company IDs by Trunk ID report displays the wireless ALI retrievals by PSAP, trunk ID, and company ID. The report data is displayed as a bar graph with the Company ID, PSAP Id and Trunk ID listed along the vertical axis and the number of wireless retrievals listed along the horizontal axis. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

265 Overview Wireless Queries Figure 11-16: Wireless Queries for PSAPs and Company IDs by Trunk ID Report Table 11-1: Wireless Queries 1 Button and Field Descriptions Button/Field Set Timeframe Wireless Queries for Communities and Company IDs Wireless Queries for Company IDs Wireless Queries for PSAPs and Company IDs Wireless Queries for PSAPs and Company IDs by Trunk ID Selected Company ID(s) Selected Community(s) Selected PSAP(s) Comments Cancel Report Input Description This is used to establish the timeframe for which the report is generated. Generates a report containing the wireless ALI retrievals by community and company ID within the timeframe specified. Generates a report containing the wireless ALI retrievals by company ID within the timeframe specified. Generates a report containing the wireless ALI retrievals by PSAP and company ID within the timeframe specified. Generates a report containing the wireless ALI retrievals by PSAP, trunk ID, and company ID within the timeframe specified. A filter that limits the report output to records for the selected companies. A filter that limits the report output to records for the selected community(s). A filter that limits the report output to records for the selected PSAP(s). A text field for entering information about the report. A button that cancels the report and returns to the Report Manager screen. (V ) IM Customer Support Guide v

266 Wireless Queries Overview Table 11-1: Wireless Queries 1 Button and Field Descriptions (Continued) Continue Report Summary Activity Log Summary Company ID Community PSAP ID A button that initiates the report or displays an additional screen to input report criteria. Report Output Displays the report type, the timeframe for which the report was generated, the filters used, and comments entered when the report was generated. Displays the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The ID number of the company. The community name. The ID number of the PSAP. # Calls The total number of calls. Carrier Date Time Trunk ID Carrier Download Delete Button/Field Schedule The ID code of the company for which the report has been generated. The subsequent fields (PSAP ID, Date, Time, ESRK/D, TN (MDN), COS, Type, ESN, Latitude, Longitude) provide call details for that particular carrier. The date the wireless call was received in yyyy/mm/dd format, where y=year, m=month, and d=day. The time the wireless call was received in hh:mm:ss format, where h=hour, m=minute, and s=second. The trunk ID number. The ID code of the company(s) for which the report was generated. This is a filter setting. Report Toolbar Description A button that enables users to save the current report to their personal workstations. A button that deletes the current report. (Only displays when the report scheduler functionality is enabled.) A button that enables the user to schedule a recurring report IM Customer Support Guide v10.0 (V )

267 Wireless Queries 2 Wireless Queries Wireless Queries 2 Wireless Queries 2 reports retrieve call details, summaries, and Wireless Position Updates for Companies and PSAP for wireless services for a given timeframe. This information is useful for PSAPs and Service Providers (ILECs) for tracking inbound wireless call activities. The report types include: Detailed Wireless Calls for Companies (Carrier) - Displays the wireless ALI retrievals by company ID. Detailed Wireless Calls for PSAPs - Displays the wireless ALI retrievals by PSAP. Wireless Queries Company Summary (Carrier) - Displays a summary of the wireless ALI retrievals by company ID. Wireless Queries PSAP Summary - Displays a summary of the wireless ALI retrievals by PSAP. Wireless Position Updates for Companies (Carrier) - Displays the Wireless Position Updates for Companies. Wireless Position Updates for PSAPs - Displays the Wireless Position Updates for PSAPs. Filters enable users to retrieve more specific report results, such as wireless data for a particular community, state, or PSAP. The filter options for the Wireless Queries 2 include the following: By selected PSAP(s) By selected Company ID(s) (Carrier) By selected Community(s) By selected County(s) By selected State(s) (V ) IM Customer Support Guide v

268 Wireless Queries Wireless Queries 2 Figure 11-17: Wireless Queries 2 Input Screen To run a Wireless 2 Queries report: 1. From the Reports submenu, select the Report Mgr button. The Report Manager screen displays (see figure 7-2 on page 221). 2. In the Create a Report screen area, select the radio button to the left of the Wireless Queries 2... option under the Wireless list. 3. Click the Continue button. The Wireless 2 Queries input screen displays to specify the filters for generating the report (see figure on page 262). 4. Set the timeframe (see Set Timeframe on page 265 for instructions). 5. Locate the Select Report Type screen area. Choose a report type by selecting the radio button to the left of the option. Report types include: Detailed Wireless Calls for Companies (Carrier) Detailed Wireless Calls for PSAPs Wireless Queries Company Summary (Carrier) Wireless Queries PSAP Summary Wireless Position Updates for Companies (Carrier) Wireless Position Updates for PSAPs 6. Select the filters for the report. This creates more specific report results. Filter types include: By selected PSAP(s) By selected Company ID(s) (Carrier) By selected Community(s) By selected County(s) IM Customer Support Guide v10.0 (V )

269 Wireless Queries 2 Wireless Queries By selected State(s) 7. Enter any necessary text in the Comments field (this is optional). 8. Click on the Continue button. An additional input screen displays for specifying the filters. At the top of the filters screen there are options for editing any of the settings specified on the previous input screen. Figure 11-18: Edit Previous Selections Select PSAP(s) A. Choose a PSAP from the Select PSAP(s) list and select the Add arrow. The PSAP displays in the Report List box. B. To add multiple PSAPs, hold the Ctrl key while making the selection and click the Add arrow. C. To add all PSAPs, select the Add All arrow. D. To remove a PSAP from the list box, select the PSAP and click the Remove arrow. To remove several (or all) PSAPs simultaneously, hold the Ctrl key while making the selection and click the Remove arrow. Figure 11-19: Select PSAP(s) Filter Select Company(s) A. Choose a company from the Select Company(s) list and select the Add arrow. The company displays in the Report List box. B. To add multiple companies, hold the Ctrl key while making the selection and click the Add arrow. C. To add all companies, select the Add All arrow. (V ) IM Customer Support Guide v

270 Wireless Queries Wireless Queries 2 D. To remove a company from the list box, select the company and click the Remove arrow. To remove several (or all) companies simultaneously, hold the Ctrl key while making the selection and click the Remove arrow. Figure 11-20: Select Company(s) Filter Enter Community(s) A. Enter a community name in the Community text field and a two-character state abbreviation in the State text field. B. Select the + button. C. The community displays in the Report List box. Multiple communities can be added. To remove an item from the list box, select the - button. Figure 11-21: Enter Community(s) Filter Enter County(s) A. Enter a four-character county abbreviation county in the County text field and a two-character state abbreviation in the State text field. B. Select the + button. C. The county displays in the Report List box. Multiple counties can be added. To remove an item from the list box, select the - button IM Customer Support Guide v10.0 (V )

271 Wireless Queries 2 Wireless Queries Figure 11-22: Enter County(s) Filter Enter State(s) A. Enter a two-character state abbreviation in the State text field and select the + button. B. The state displays in the Report List box. Multiple states can be added. To remove an item from the list box, select the - button. Figure 11-23: Enter State(s) Filter 9. When the filters have been set, click on the Continue button. A confirmation screen displays indicating whether or not the submission was successful. Select the Back to Report Manager link. The report request displays in the Report Manager - Status screen area of the Report Manager screen with a Requested status. When the report is complete, the status changes to Completed and may be viewed by clicking on the report name link or by selecting the check box to the left of the report and clicking the Details button. Set Timeframe Reports can be generated for the last full month, last full day, or for a specified date range. Last Full Month is the default selection. Previous Full Day - To generate a report to retrieve data for the last full day: 1. The Day tab is pre-selected. 2. The yyyy/mm/dd text boxes are pre-populated with yesterday s date. (V ) IM Customer Support Guide v

272 Wireless Queries Wireless Queries 2 Figure 11-24: Set Timeframe - Last Full Day Previous Full Month - To generate a report to retrieve data for the last full month: 1. Select the Month tab. 2. The yyyy/mm text boxes are pre-populated. Figure 11-25: Set Timeframe - Month Month (recurring report) - To generate a recurring report to retrieve data for a specific month: 1. Select the Month tab. 2. Select the radio button next to one of the following options: Previous Full Month, Current Month To Date, or Previous Full Quarter. 3. If Previous Full Month or Current Month To Date are selected, follow the instructions on Schedule a Recurring Monthly Report on page 229. If Previous Full Quarter is selected, Schedule a Recurring Quarterly Report on page 230. Figure 11-26: Set Timeframe - Month - with Scheduler IM Customer Support Guide v10.0 (V )

273 Wireless Queries 2 Wireless Queries Date Range - To generate a report to retrieve data from within a particular set of dates: 1. Select the Date Range tab. 2. In the Date Range From row, select an hour from the drop-down menu. The time is displayed in 24-hour format. 3. Select the year from the drop-down menu. 4. Enter a numerical value for a month in the mm field. For example, 2 = February, 11 = November. 5. Enter a numerical value for a day of the month in the dd field. The report retrieves data for the week containing the specified day. 6. Repeat steps 2-5 to specify the ending date in the To row. Figure 11-27: Set Timeframe - Date Range Detailed Wireless Calls for Companies (Carrier) or PSAP Report Output The Detailed Wireless Calls for Companies (Carrier) or PSAP report displays detailed information for each wireless call received during the timeframe specified. The information is organized either by the PSAPs associated with each company ID (Detailed Wireless Calls for Companies) or the carriers associated with each PSAP (Detailed Wireless Calls for PSAPs). The report data includes the date and time the call was made, the ESRK/D (Emergency Service Routing Key/Digit), the TN, COS (Class of Service) type, Type (Type of Service) ESN (Emergency Service Number), and latitude and longitude of the originating call. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring (V ) IM Customer Support Guide v

274 Wireless Queries Wireless Queries 2 report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 11-28: Detailed Wireless Calls for Companies (Carrier) Report Figure 11-29: Detailed Wireless Calls for PSAPs Report Wireless Queries Summaries by Company ID (Carrier) or PSAP Report Output The Wireless Queries Summaries by Company ID (Carrier) or PSAP report displays the total number of wireless calls (in bar graph format) received per carrier or PSAP, respectively. If filters were selected when the report was originally generated (company ID, community, county, state, and PSAP), the report retrieves only the data that falls within those parameters. For example, if the state filter was selected, the report results will display only for the selected state(s). The filter selections are displayed in the top left corner underneath the title of the report. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the IM Customer Support Guide v10.0 (V )

275 Wireless Queries 2 Wireless Queries report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page 223. Figure 11-30: Wireless Queries Company Summary (Carrier) Report (V ) IM Customer Support Guide v

276 Wireless Queries Wireless Queries 2 Figure 11-31: Wireless Queries PSAP Summary Report Wireless Position Updates for Companies (Carrier) or PSAP Report Output The Wireless Position Updates for Companies (Carrier) or PSAP report displays the number of manual (type 1) or repeat (type 2) PSAP queries that have a wireless COS (Class of Service). The report data is displayed in bar graph format with the company ID and PSAP listed along the vertical axis and the number of calls listed along the horizontal axis. The total number of calls received per company is shown in the number box to the left of the bar graph. The Report Summary, which appears at the top of the screen, displays the report type, the timeframe for which the report was generated, the filters used to create the report, and comments entered when the report was generated. The Activity Log Summary shows the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The Report Toolbar includes buttons for downloading the report to the user s personal workstation or for deleting the report. When the report scheduler functionality is enabled, a button displays that allows users to schedule a recurring report. For more information on the Report Toolbar, refer to Report Toolbar on page IM Customer Support Guide v10.0 (V )

277 Wireless Queries 2 Wireless Queries Figure 11-32: Wireless Position Updates for Companies (Carrier) Report Figure 11-33: Wireless Position Updates for PSAPs Report Table 11-2: Wireless Queries 2 Button and Field Descriptions Button/Field Set Timeframe Detailed Wireless Calls for Companies (Carrier) Detailed Wireless Calls for PSAPs Report Input Description This is used to establish the timeframe for which the report is generated. Generates a report containing the wireless ALI retrievals by company ID for the timeframe specified. Generates a report containing the wireless ALI retrievals by PSAP for the timeframe specified. (V ) IM Customer Support Guide v

278 Wireless Queries Wireless Queries 2 Table 11-2: Wireless Queries 2 Button and Field Descriptions (Continued) Wireless Queries Company Summary (Carrier) Wireless Queries Summary PSAP Wireless Position Updates for Companies (Carrier) Wireless Position Updates for PSAPs By Company(s) (Carrier) By PSAP(s) By Community(s) By State(s) By County(s) Comments Cancel Continue Report Summary Activity Log Summary Company ID/Carrier PSAP ID/PSAP Generates a report containing a summary of the wireless ALI retrievals by company ID for the timeframe specified. Generates a report containing a summary of the wireless ALI retrievals by PSAP for the timeframe specified. Generates a report containing Wireless Position Updates for Companies for the timeframe specified. Generates a report containing Wireless Position Updates for PSAPs for the timeframe specified. A filter that limits the report output to records for the selected company(s). A filter that limits the report output to records for the selected PSAP(s). A filter that limits the report output to records for the selected community(s). A filter that limits the report output to records for the selected state(s). A filter that limits the report output to records for the selected county(s). A text field for entering information about the report. A button that cancels the report and returns to the Report Manager screen. A button that initiates the report or displays an additional screen to input report criteria. Report Output Displays the report type, the timeframe for which the report was generated, the filters used, and comments entered when the report was generated. Displays the date and time the report was requested, as well as the date and time the report was processed in yyyy/mm/dd hh:mm:ss format, where y=year, m=month, d=day, h=hour, m=minute, and s=second. The ID number of the company. The ID number of the PSAP. # Calls The number of position updates received in bar graph format. The total number of position updates displays in the box to the left of the graph. Community County State Button/Field Description The community names for which the report was generated. The county names for which the report was generated. The states for which the report was generated IM Customer Support Guide v10.0 (V )

279 Wireless Queries 2 Wireless Queries Table 11-2: Wireless Queries 2 Button and Field Descriptions (Continued) Button/Field Date Time ESRK/D TN (MDN) COS Type ESN Latitude Longitude Download Delete Schedule The date the wireless call was received in yyyy/mm/dd format, where y=year, m=month, and d=day. The time the wireless call was received in hh:mm:ss format, where h=hour, m=minute, and s=second. The Emergency Service Routing Key/Digit number. The telephone number (mobile directory number). The Class of Service number associated with the TN. Valid classes of service for wireless calls are: 8 (Phase 0), G (Phase 1), and H (Phase 2). The type of service assigned to the TN. Valid options include: 0=Not FX nor Non-Published 1=FX in serving area 2=FX outside serving area 3=Non-Published 4=Non-Published FX in serving area 5=Non-Published FX outside serving area 6=Local number ported 7=Interim ported number The Emergency Service Number associated with the TN. The latitude of the location from which the wireless call was received. This displays for Phase 2 (COS=H) calls only. The longitude of the location from which the wireless call was received. This displays for Phase 2 (COS=H) calls only. Report Toolbar Description A button that enables users to save the current report to their personal workstations. A button that deletes the current report. (Only displays when the report scheduler functionality is enabled.) A button that enables the user to schedule a recurring report. (V ) IM Customer Support Guide v

280 Wireless Queries Wireless Queries IM Customer Support Guide v10.0 (V )

281 Glossary Contents IM Customer Support Guide v10.0

282 Glossary Table A-1: Term Automatic Location Identification (ALI) Automatic Number Identification (ANI) ALI DR Alternate Routing CLEC Carrier Community Default CORBA County Default Data Management System (DMS) DBMS DOL Default Routing DOORS DSS Emergency Call ELT EMS Glossary of Terms Definition Provides the call taker with an address for the caller which enables the responding agency to find the location even if the caller cannot speak. The ALI screen also indicates the type of service (whether residential, business, or coin) and the appropriate emergency service providers. Automatic Number Identification. A service feature in which the directory number or equipment number of a calling station is automatically obtained. Note: ANI is used in message accounting.a service that provides the receiver of a telephone call with the number of the calling phone. ALI Discrepancy Report. Allows service calls to be routed automatically to a designated alternate location if all service lines to a primary PSAP are busy, or a PSAP closed down for a period. Competitive Local Exchange Carrier. A telecommunications provider that owns switch equipment. An MSAG record that defines the conditional posting rules for a community in the PA/DE or Gateway database. Common Object Request Broker Architecture - standardized specifications for constructing ORB-s. An MSAG record that defines the conditional posting rules for a county in the PA/DE or Gateway database. The manual procedures and computer programs used to create, store, and update the data required for the selected routing and ALI service features. Database Management System. DBMS Operations Libraries - Principal libraries, containing C API for performing core DBMS operations. This feature provides the capability to route an incoming call to a predesignated default PSAP when incoming calls cannot be selectively routed. DBMS Operations Request Service - DBMS application to marshal external requests for core DBMS operations to DOL. Informix s Decision Support System. The public will be urged to use for any situation which they feel requires an immediate response from fire, police, or medical public safety agencies. English Language Translations. Emergency Medical Services IM Customer Support Guide v10.0 (V )

283 Table A-1: ESN Exchange Fixed Transfer Firewall FFT FOC Foreign Exchange IEC ILEC IOC Java LATA LEC MSAG MSAG Alias MSAG CR NPA NRF NXX ORB Term Glossary of Terms (Continued) Emergency Services Number. A geographical unit established for the administration of communication service in a specified area. Glossary (Labeled with specific agency name on ANI transfer unit). With fixed transfer, the PSAP attendant must determine the appropriate secondary destination and depress the transfer button designated for that particular agency. A barrier device placed between two separate networks. A firewall can be implemented in a single router that filters out unwanted packets or it can use a variety of technologies in a combination of routers and hosts. Today many firewalls combine filtering functionality with Network Address Translations (NAT) functions. Free Format Text. Function of Change. Telephone service provided by means of dedicated circuits from a central office located outside of the local serving exchange. Interexchange Carrier. A company providing long-distance phone service between LECs and LATAs. Incumbent Local Exchange Carrier. Independent Operating Carrier. Java programming language. Local Access Transport Areas are geographic service areas defined in the AT&T Modified Final Judgement that specified the terms of the AT&T Divestiture. The RBOCs (Baby Bells) and GTE are restricted to operations within, but not between, LATAs. Long distance service within a LATA is provided by the LEC. Service between LATAs is provided by an IEC. Local Exchange Carrier. The local or regional telephone company that owns and operates lines to customer locations and Class 5 Central Office Switches. LECs have connections to other COs, Tandem (Class 4 Toll) offices and may connect directly to IECs. Master Street Address Guide. An alternative name for a street name on an MSAG record. MSAG Change Request. Definition Number Plan Administration (Area code). No Record Found, a type of ALI DR. Numbering prefix exchange (3 digits after area code). Object Request Broker - framework (usually third party) for developing heterogeneous client/server applications. (V ) IM Customer Support Guide v

284 Glossary Table A-1: PBX PSAP Public Safety Answering Point (PSAP) Real-Time (realtime) Secondary Public Safety Answering Point Selective Routing Selective Transfer SOI Speed Calling SR Street Level MSAG Street Segment Street Suffix Switched Network TAR Telco Thoroughfare TN Trunk Telco Term Glossary of Terms (Continued) Private Branch Exchange. Public Safety Answering Point. The initial answering location for calls originating in a given area. The processing of information that returns a result so rapidly that the interaction appears to be instantaneous. Videoconferencing is an example of a real-time application. A answering point to which calls are transferred from a PSAP. Enables calls from citizens within a large area to be routed automatically to the proper jurisdiction. (Labeled Fire, Law, EMS or ANI transfer unit). Allows one-button transfer of call from the primary PSAP to the appropriate secondary agency based on the location of the caller. Service Order Interface. Provides capability to transfer to other PSAPs or to other assigned destinations. There is a limit of 20 codes which can be used for speed call transfers. Selective Routing. MSAG record containing valid street name. Portion of a street with a low and high house number. Extension attached to a street name (ex: DR, ave, etc.). Any network in which switching is present and is used to direct messages from the sender to the recipient. Usually, switching is accomplished by disconnecting and reconnecting lines in different configurations in order to set up a continuous pathway between the sender and the recipient. Taxing Area Rate. Telephone Company. Same as Street Suffix. Telephone Number. Definition A communication path between central office switches, or between the Control Office and the PSAP. Generic name for telephone companies IM Customer Support Guide v10.0 (V )

285 Table A-1: Term Telecommunications Glossary of Terms (Continued) Definition Communicating over a distance. Use of wire, radio, optical or other electromagnetic channels to transmit and receive signals for voice, data and video communications. Glossary URL UDF Uniform Resource Locator - An Internet address. The address that defines the route to a file on a computer connected to the Internet. User Defined Fields. (V ) IM Customer Support Guide v