• What is Verizon's trouble administration process?

• What electronic trouble administration systems can CLECs use?
• If I use an electronic system to report and manage my trouble tickets, would I ever need to call Verizon?
• Do I have to pay to use an electronic system for trouble reporting?

• What is LSI-TA?
• How do I gain access to LSI-TA?
• When I use LSI-TA or Electronic Bonding to report troubles, am I accessing the same system Verizon uses internally?
• What training is available for LSI-TA?
• Can I escalate a trouble via LSI-TA?

• What support does Verizon provide for LSI-TA?
• Who do I contact when LSI-TA is down or I am experiencing slow responses, no responses, etc.?
• How do I create a trouble ticket for the PSCCC?

• What is TAXI?
• How do I gain access to TAXI?
• If I use TAXI, what training/information is available for my developers?
• Can I escalate a trouble via TAXI?

• Who do I contact when TAXI is down or I am experiencing slow responses, no responses, etc.?

• What electronic testing capabilities does Verizon provide?
• Does Verizon charge me for electronic testing?
• When I use LSI-TA or TAXI for testing, am I accessing the same test system Verizon uses internally?
• What test result information does Verizon provide?

• How do I report multiple troubles electronically?
• How do I request a facilities change on an electronic trouble ticket?
• How do I figure out if the problem is with the end user's equipment (CPE)?
• How can I schedule a vendor meet?
• How do I manage the single ticket process?
• How do I request HICAP Performance Monitoring?
• How do I report an Inside Wire issue?
• How do I create a Tag and Locate trouble ticket?

• What are my responsibilities for trouble isolation?

• Will I ever be billed for reporting a trouble to Verizon?

• When Verizon returns an unfamiliar Error Code, how do I find out what it means?
• How do I figure out what Override Handle Code to enter?
• I have a hard time limiting my description of the trouble in the Additional Trouble Information field to 130 characters. Can you help?
• There are so many different Trouble Type Codes, how do I know which one to use?
• How do I know what a Disposition Code means?
• I'm not always sure what the Cause Code means. Can you help?

• What are the RCMC's hours of operation?
• How can I reach the RCMC's?
• When I need to escalate a trouble, who do I call?
• If I have a question about LSI-TA, who can I call?

1. The CLEC creates a ticket electronically, or calls the trouble in to the RCMC, where a ticket is created.
2. After a ticket is created in Verizon's trouble administration system, the system automatically assigns a trouble ticket number and commitment date/time.
3. Based on the dispatch recommendation, a technician repairs the reported trouble.
4. The trouble ticket is closed.

• LSI-TA (Local Service Interface - Trouble Administration)-A web-based system interface that allows CLECs to create and manage trouble tickets.
• TAXI (Trouble Administration XML Interface) - An interactive electronic Verizon gateway through which a CLEC may use their internal trouble administration system to create and manage trouble tickets with Verizon. TAXI utilizes a XML schema over a transport protocol using SOAP.

• Long Trouble Recommendation (for example, "LOP, open and balanced, possible CPE, AC-KOHMS-TR=77<=2000.00(CO-OPEN), send out")
• Test Result Code (for example, "41")
• Test Result Summary (for example, "OPEN OUT BALANCED-CAP BAL 100%).

1. On drop down tool menu, select Multi Trouble Ticket Create
2. Enter State, lead Circuit ID/Telephone Number, and trouble type code and click on continue
3. Enter associated line information. (In the case of circuit IDs you will have the ability to also enter associated phone numbers and facility information)
4. Hit submit
5. Use worklist to view response
6. Hit create trouble ticket or edit information
7. Enter required information on trouble ticket and hit submit
8. Use worklist to retrieve Verizon Trouble ticket information

1. Unplug every piece of telephone equipment, including cordless phones, answering machines, computers, etc. from both the phone jack and the electrical socket.
2. Plug a working phone into a jack. If that phone works, your customer can assume that at least one piece of their equipment is faulty.
3. Determine what is causing the problem by plugging in one piece of equipment at a time until the problem recurs.
4. Unplug that faulty piece of equipment.
5. Plug in the remaining pieces of equipment, one at a time. If dial tone remains, your customer has isolated the trouble to that one piece of equipment.
6. If one of your customer's phones doesn't work, instruct the customer to unplug it; then, plug a working phone into that jack.
7. If the working phone does not work in the jack, the trouble must be in that jack.
8. To double check, plug that working phone into another jack. If it works, your customer has isolated the trouble to the original jack. This means that you do not need to open a trouble report with Verizon.

1. Vendor Meets may only be scheduled locally Monday through Friday, 9:00am - 4:00pm.
   
2. Choose one specific date and one specific time to schedule the meet.
   
3. Requesting a Vendor Meet outside on Monday through Friday, 9:00am - 4:00pm local time will result in an error.
   
4. Once scheduled, the date and time of the Vendor Meet may not be changed.
   
5. If an open ticket already exists, it cannot be modified to become a Vendor Meet.

1. Open all TXNU tickets on the CKL /2 leg of the circuit (where both /1 and /2 exist).
2. Provide a direction for the initial dispatch in the Additional Trouble Information field along with all other pertinent information.

• The outside technician indicates the trouble has been isolated to the central office.
• The outside technician indicates 'no trouble found' and the CLEC requests a dispatch into the central office.

• The central office technician indicates that there is hard, metallic trouble outside on the loop (indicated by the restoration of dial tone when the coils are pulled.)
• The central office technician indicates 'no trouble found' and the CLEC requests a dispatch out.

• If a TXNU ticket is opened on /1 for a dispatch IN and the CLEC subsequently wants a dispatch OUT, a new ticket will need to be opened.
• All redirected tickets will maintain the original commitment time.
• Tickets will only be redirected, not dispatched again in the same direction.

• By using trouble type 0628 (monitorCircuit) or 1514 (requestMonitorOfCircuit), a trouble ticket will be created without an automatic intrusive or non-intrusive test.
• This trouble ticket will alert the RCMC to run a Performance Monitoring only of the circuit.

• 1410 - loose jack (any jack related issue)
• 1414 - wiring problem (inside wire only, excludes dropwire)

The trouble ticket narrative must contain detailed information regarding the nature of the IW or Jack issue as well as the location of the trouble. For example, "kitchen jack broken" or "IW cut in bedroom" etc... If the issue has not been isolated beyond the NID/MPOE to the jack or inside wire, normal Trouble Type codes apply i.e. 0101, 0201 etc. Issues related specifically to dropwires require the use of Trouble Type code:1415 and an Override Handling Code of either CLECPHYOS or CLECPHYAS.

1. Isolate a trouble to Verizon's network via testing and/or troubleshooting with the end-user
2. Create a quality trouble ticket for dispatch