General Overview. 2.1.1 If TEL - LINK requires maintenance for its local service customers, TEL - LINK will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK customer and will then obtain the necessary information from TEL - LINK to process the trouble report. While the TEL - LINK representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK representatives a commitment time for repair and a trouble ticket number, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINK's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINK. If, as a result of a TEL - LINK-initiated trouble report, trouble is found to be the responsibility of TEL - LINK (e.g., non-network cause) GTE will charge the TEL - LINK for trouble isolation. TEL - LINK will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK will be assigned a customer contact center when initial service agreements are made. 2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue. 2.1.3 GTE then will process all TEL - LINK trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK becomes in jeopardy, GTE service representatives will contact TEL - LINK by telephone to advise of the jeopardy condition and provide a new commitment time. 2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK trouble reports, GTE service technicians will make a telephone call to TEL - LINK directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINK. If TEL - LINK is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously. 2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK real time testing capability on TEL - LINK end user services. GTE will not provide to TEL - LINK an interface for network surveillance (performance monitoring). 2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 If TEL - LINK DTI requires maintenance for its local service customers, TEL - LINK DTI will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK DTI customer and will then obtain the necessary information from TEL - LINK DTI to process the trouble report. While the TEL - LINK DTI representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK DTI representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK DTI representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKDTI's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKDTI. If, as a result of a TEL - LINKDTI-initiated trouble report, trouble is found to be the responsibility of TEL - LINK DTI (e.g., non-network cause) GTE will charge the TEL - LINK DTI for trouble isolation. TEL - LINK DTI will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK DTI will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK DTI representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK DTI trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK DTI becomes in jeopardy, GTE service representatives will contact TEL - LINK DTI by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK DTI trouble reports, GTE service technicians will make a telephone call to TEL - LINK DTI directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKDTI. If TEL - LINK DTI is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK DTI may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK DTI real time testing capability on TEL - LINK DTI end user services. GTE will not provide to TEL - LINK DTI an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 If TEL - LINK DTI requires maintenance for its local service customers, TEL - LINK DTI will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK DTI customer and will then obtain the necessary information from TEL - LINK DTI to process the trouble report. While the TEL - LINK DTI representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK DTI representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK DTI representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKDTI's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKDTI. If, as a result of a TEL - LINKDTI-initiated trouble report, trouble is found to be the responsibility of TEL - LINK DTI (e.g., non-network cause) GTE will charge the TEL - LINK DTI for trouble isolation. TEL - LINK DTI will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK DTI will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK DTI representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK DTI trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK DTI becomes in jeopardy, GTE service representatives will contact TEL - LINK DTI by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK DTI trouble reports, GTE service technicians will make a telephone call to TEL - LINK DTI directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKDTI. If TEL - LINK DTI is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK DTI may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK DTI real time testing capability on TEL - LINK DTI end user services. GTE will not provide to TEL - LINK DTI an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK DTI local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK DTI using the same time parameters and procedures that GTE uses. TEL - LINK DTI then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Interconnection, Resale and Unbundling Agreement (Dti Holdings Inc)
General Overview. 2.1.1 If TEL - LINK PHNLK requires maintenance for its local service customers, TEL - LINK PHNLK will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK PHNLK customer and will then obtain the necessary information from TEL - LINK PHNLK to process the trouble report. While the TEL - LINK PHNLK representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK PHNLK representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK PHNLK representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKPHNLK's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKPHNLK. If, as a result of a TEL - LINKPHNLK-initiated trouble report, trouble is found to be the responsibility of TEL - LINK PHNLK (e.g., non-network cause) GTE will charge the TEL - LINK PHNLK for trouble isolation. TEL - LINK PHNLK will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK PHNLK will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK PHNLK representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK PHNLK trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK PHNLK becomes in jeopardy, GTE service representatives will contact TEL - LINK PHNLK by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK PHNLK trouble reports, GTE service technicians will make a telephone call to TEL - LINK PHNLK directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKPHNLK. If TEL - LINK PHNLK is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK PHNLK may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK PHNLK real time testing capability on TEL - LINK PHNLK end user services. GTE will not provide to TEL - LINK PHNLK an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK PHNLK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK PHNLK using the same time parameters and procedures that GTE uses. TEL - LINK PHNLK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 If TEL - LINK Prepaid requires maintenance for its local service customers, TEL - LINK Prepaid will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK Prepaid customer and will then obtain the necessary information from TEL - LINK Prepaid to process the trouble report. While the TEL - LINK Prepaid representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK Prepaid representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK Prepaid representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKPrepaid's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKPrepaid. If, as a result of a TEL - LINKPrepaid-initiated trouble report, trouble is found to be the responsibility of TEL - LINK Prepaid (e.g., non-network cause) GTE will charge the TEL - LINK Prepaid for trouble isolation. TEL - LINK Prepaid will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK Prepaid will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK Prepaid representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK Prepaid trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK Prepaid becomes in jeopardy, GTE service representatives will contact TEL - LINK Prepaid by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK Prepaid trouble reports, GTE service technicians will make a telephone call to TEL - LINK Prepaid directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKPrepaid. If TEL - LINK Prepaid is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK Prepaid may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK Prepaid real time testing capability on TEL - LINK Prepaid end user services. GTE will not provide to TEL - LINK Prepaid an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 If TEL - LINK Tallgrass requires maintenance for its local service customers, TEL - LINK Tallgrass will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK Tallgrass customer and will then obtain the necessary information from TEL - LINK Tallgrass to process the trouble report. While the TEL - LINK Tallgrass representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK Tallgrass representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK Tallgrass representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKTallgrass's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKTallgrass. If, as a result of a TEL - LINKTallgrass-initiated trouble report, trouble is found to be the responsibility of TEL - LINK Tallgrass (e.g., non-network cause) GTE will charge the TEL - LINK Tallgrass for trouble isolation. TEL - LINK Tallgrass will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK Tallgrass will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK Tallgrass representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK Tallgrass trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK Tallgrass becomes in jeopardy, GTE service representatives will contact TEL - LINK Tallgrass by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK Tallgrass trouble reports, GTE service technicians will make a telephone call to TEL - LINK Tallgrass directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKTallgrass. If TEL - LINK Tallgrass is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK Tallgrass may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK Tallgrass real time testing capability on TEL - LINK Tallgrass end user services. GTE will not provide to TEL - LINK Tallgrass an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
General Overview. 2.1.1 The maintenance operations support systems which GTE will use for USX are essentially the same as those GTE uses to provide its own local repair service. If TEL - LINK USX requires maintenance for its local service customers, TEL - LINK USX will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK an USX customer and will then obtain the necessary information from TEL - LINK USX to process the trouble report. While the TEL - LINK USX representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK USX representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK USX representatives a commitment time for repair and a trouble ticket number, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKUSX's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINK. If, as a result of a TEL - LINK-initiated trouble report, trouble is found to be the responsibility of TEL - LINK (e.g., non-network cause) GTE will charge the TEL - LINK for trouble isolation. TEL - LINK will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK USX representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK USX trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-of- service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK USX becomes in jeopardy, GTE service representatives will contact TEL - LINK USX by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK USX trouble reports, GTE service technicians will make a telephone call to TEL - LINK USX directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKUSX. If TEL - LINK USX is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK USX may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will not provide electronic interface "on-line" access to operation GTE's maintenance support systems functions which provide the capability to initiate, status "status" trouble tickets and close them except by special request on a repair trouble ticket. GTE will not provide to TEL - LINK real time testing capability on TEL - LINK end user services. GTE will not provide to TEL - LINK an interface for network surveillance (performance monitoring)per event basis.
2.1.6 GTE will resolve repair requests by or for TEL - LINK USX local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK USX using the same time parameters and procedures that GTE uses. TEL - LINK USX then would call GTE's Customer Care Center or SSCC while the customers were on hold.. This document describes the reciprocal compensation arrangements between USX and GTE with respect to use of unbundled network elements for Local Traffic, Toll and Switched Access Services. The Parties shall compensate each other for transport and termination of such traffic at the rates provided in Appendix C and/or the appropriate Parties' Switched Access Tariff Compensation for Call Termination Reciprocal compensation does not apply in a resale environment. The following compensation terms shall apply in all cases where USX purchases GTE's unbundled Local Switching:
Appears in 1 contract
General Overview. 2.1.1 If TEL - LINK PCS requires maintenance for its local service customers, TEL - LINK PCS will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK PCS customer and will then obtain the necessary information from TEL - LINK PCS to process the trouble report. While the TEL - LINK PCS representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK PCS representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK PCS representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKPCS's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKPCS. If, as a result of a TEL - LINKPCS-initiated trouble report, trouble is found to be the responsibility of TEL - LINK PCS (e.g., non-network cause) GTE will charge the TEL - LINK PCS for trouble isolation. TEL - LINK PCS will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK PCS will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK PCS representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK PCS trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK PCS becomes in jeopardy, GTE service representatives will contact TEL - LINK PCS by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK PCS trouble reports, GTE service technicians will make a telephone call to TEL - LINK PCS directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKPCS. If TEL - LINK PCS is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK PCS may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK PCS real time testing capability on TEL - LINK PCS end user services. GTE will not provide to TEL - LINK PCS an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 If TEL - LINK dPi requires maintenance for its local service customers, TEL - LINK dPi will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK dPi customer and will then obtain the necessary information from TEL - LINK dPi to process the trouble report. While the TEL - LINK dPi representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK dPi representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK dPi representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKdPi's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKdPi. If, as a result of a TEL - LINKdPi-initiated trouble report, trouble is found to be the responsibility of TEL - LINK dPi (e.g., non-network cause) GTE will charge the TEL - LINK dPi for trouble isolation. TEL - LINK dPi will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK dPi will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK dPi representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK dPi trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK dPi becomes in jeopardy, GTE service representatives will contact TEL - LINK dPi by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK dPi trouble reports, GTE service technicians will make a telephone call to TEL - LINK dPi directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKdPi. If TEL - LINK dPi is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK dPi may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK dPi real time testing capability on TEL - LINK dPi end user services. GTE will not provide to TEL - LINK dPi an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 If TEL - LINK QTC requires maintenance for its local service customers, TEL - LINK QTC will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-end user is a TEL - LINK QTC customer and will then obtain the necessary information from TEL - LINK QTC to process the trouble report. While the TEL - LINK QTC representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK QTC representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK QTC representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKQTC's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKQTC. If, as a result of a TEL - LINKQTC-initiated trouble report, trouble is found to be the responsibility of TEL - LINK QTC (e.g., non-network cause) GTE will charge the TEL - LINK QTC for trouble isolation. TEL - LINK QTC will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK QTC will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK QTC representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK QTC trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK QTC becomes in jeopardy, GTE service representatives will contact TEL - LINK QTC by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK QTC trouble reports, GTE service technicians will make a telephone call to TEL - LINK QTC directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKQTC. If TEL - LINK QTC is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK QTC may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK QTC real time testing capability on TEL - LINK QTC end user services. GTE will not provide to TEL - LINK QTC an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
General Overview. 2.1.1 If TEL - LINK Hyperion requires maintenance for its local service customers, TEL - LINK Hyperion will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK Hyperion customer and will then obtain the necessary information from TEL - LINK Hyperion to process the trouble report. While the TEL - LINK Hyperion representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK Hyperion representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK Hyperion representatives a commitment time for repair and a trouble ticket number, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKHyperion's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKHyperion. If, as a result of a TEL - LINK-Hyperion- initiated trouble report, trouble is found to be the responsibility of TEL - LINK Hyperion (e.g., non-network cause) GTE will charge the TEL - LINK Hyperion for trouble isolation. TEL - LINK Hyperion will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK Hyperion will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK Hyperion representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK Hyperion trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK Hyperion becomes in jeopardy, GTE service representatives will contact TEL - LINK Hyperion by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK Hyperion trouble reports, GTE service technicians will make a telephone call to TEL - LINK Hyperion directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKHyperion. If TEL - LINK Hyperion is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK Hyperion may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK Hyperion real time testing capability on TEL - LINK Hyperion end user services. GTE will not provide to TEL - LINK Hyperion an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK Hyperion local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK Hyperion using the same time parameters and procedures that GTE uses. TEL - LINK Hyperion then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
General Overview. 2.1.1 If TEL - LINK USTELCOM requires maintenance for its local service customers, TEL - LINK USTELCOM will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK USTELCOM customer and will then obtain the necessary information from TEL - LINK USTELCOM to process the trouble report. While the TEL - LINK USTELCOM representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK USTELCOM representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK USTELCOM representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKUSTELCOM's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKUSTELCOM. If, as a result of a TEL - LINKUSTELCOM-initiated trouble report, trouble is found to be the responsibility of TEL - LINK USTELCOM (e.g., non-network cause) GTE will charge the TEL - LINK USTELCOM for trouble isolation. TEL - LINK USTELCOM will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK USTELCOM will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK USTELCOM representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK USTELCOM trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK USTELCOM becomes in jeopardy, GTE service representatives will contact TEL - LINK USTELCOM by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK USTELCOM trouble reports, GTE service technicians will make a telephone call to TEL - LINK USTELCOM directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKUSTELCOM. If TEL - LINK USTELCOM is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK USTELCOM may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK USTELCOM real time testing capability on TEL - LINK USTELCOM end user services. GTE will not provide to TEL - LINK USTELCOM an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement (United States Telecommunications Inc/Fl)
General Overview. 2.1.1 The maintenance operations support systems which GTE will use for USX are essentially the same as those GTE uses to provide its own local repair service. If TEL - LINK requires maintenance for its local service customers, TEL - LINK USX will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's ’s Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK an USX customer and will then obtain the necessary information from TEL - LINK USX to process the trouble report. While the TEL - LINK USX representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK USX representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK USX representatives a commitment time for repair and a trouble ticket number, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINK's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINK. If, as a result of a TEL - LINK-initiated trouble report, trouble is found to be the responsibility of TEL - LINK (e.g., non-network cause) GTE will charge the TEL - LINK for trouble isolation. TEL - LINK will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK USX representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK USX trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK USX becomes in jeopardy, GTE service representatives will contact TEL - LINK by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK USX trouble reports, GTE service technicians will make a telephone call to TEL - LINK USX directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKUSX. If TEL - LINK USX is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK USX may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 . GTE will provide electronic interface “on-line” access to operation GTE’s maintenance support systems functions which provide the capability to initiate, status and “status” trouble tickets end close them except by special request on a repair trouble ticket. GTE will not provide to TEL - LINK real time testing capability on TEL - LINK end user services. GTE will not provide to TEL - LINK an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.per event basis,
Appears in 1 contract
Sources: Interconnection, Telecommunications Services and Facilities Agreement
General Overview. 2.1.1 If TEL - LINK Max-Tel requires maintenance for its local service customers, TEL - LINK Max-Tel will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK Max-Tel customer and will then obtain the necessary information from TEL - LINK Max-Tel to process the trouble report. While the TEL - LINK Max-Tel representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK Max-Tel representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK Max-Tel representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKMax-Tel's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKMax-Tel. If, as a result of a TEL - LINKMax-Tel-initiated trouble report, trouble is found to be the responsibility of TEL - LINK Max-Tel (e.g., non-network cause) GTE will charge the TEL - LINK Max-Tel for trouble isolation. TEL - LINK Max-Tel will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK Max-Tel will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK Max-Tel representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK Max-Tel trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK Max-Tel becomes in jeopardy, GTE service representatives will contact TEL - LINK Max-Tel by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK Max-Tel trouble reports, GTE service technicians will make a telephone call to TEL - LINK Max-Tel directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKMax-Tel. If TEL - LINK Max-Tel is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK Max-Tel may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK Max-Tel real time testing capability on TEL - LINK Max-Tel end user services. GTE will not provide to TEL - LINK Max-Tel an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 If TEL - LINK JTC requires maintenance for its local service customers, TEL - LINK JTC will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK JTC customer and will then obtain the necessary information from TEL - LINK JTC to process the trouble report. While the TEL - LINK JTC representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK JTC representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK JTC representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKJTC's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKJTC. If, as a result of a TEL - LINKJTC-initiated trouble report, trouble is found to be the responsibility of TEL - LINK JTC (e.g., non-network cause) GTE will charge the TEL - LINK JTC for trouble isolation. TEL - LINK JTC will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK JTC will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK JTC representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK JTC trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK JTC becomes in jeopardy, GTE service representatives will contact TEL - LINK JTC by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK JTC trouble reports, GTE service technicians will make a telephone call to TEL - LINK JTC directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKJTC. If TEL - LINK JTC is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK JTC may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK JTC real time testing capability on TEL - LINK JTC end user services. GTE will not provide to TEL - LINK JTC an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 If TEL - LINK RECONEX requires maintenance for its local service customers, TEL - LINK RECONEX will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK RECONEX customer and will then obtain the necessary information from TEL - LINK RECONEX to process the trouble report. While the TEL - LINK RECONEX representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK RECONEX representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK RECONEX representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKRECONEX's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKRECONEX. If, as a result of a TEL - LINKRECONEX-initiated trouble report, trouble is found to be the responsibility of TEL - LINK RECONEX (e.g., non-non- network cause) GTE will charge the TEL - LINK RECONEX for trouble isolation. TEL - LINK RECONEX will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK RECONEX will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK RECONEX representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK RECONEX trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK RECONEX becomes in jeopardy, GTE service representatives will contact TEL - LINK RECONEX by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK RECONEX trouble reports, GTE service technicians will make a telephone call to TEL - LINK RECONEX directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKRECONEX. If TEL - LINK RECONEX is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK RECONEX may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK RECONEX real time testing capability on TEL - LINK RECONEX end user services. GTE will not provide to TEL - LINK RECONEX an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK RECONEX local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK RECONEX using the same time parameters and procedures that GTE uses. TEL - LINK RECONEX then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 If TEL - LINK Buy-Tel requires maintenance for its local service customers, TEL - LINK Buy-Tel will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK Buy-Tel customer and will then obtain the necessary information from TEL - LINK Buy-Tel to process the trouble report. While the TEL - LINK Buy-Tel representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK Buy-Tel representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK Buy-Tel representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKBuy-Tel's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKBuy-Tel. If, as a result of a TEL - LINKBuy-Tel-initiated trouble report, trouble is found to be the responsibility of TEL - LINK Buy-Tel (e.g., non-network cause) GTE will charge the TEL - LINK Buy-Tel for trouble isolation. TEL - LINK Buy-Tel will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK Buy-Tel will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK Buy-Tel representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK Buy-Tel trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK Buy-Tel becomes in jeopardy, GTE service representatives will contact TEL - LINK Buy-Tel by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK Buy-Tel trouble reports, GTE service technicians will make a telephone call to TEL - LINK Buy-Tel directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKBuy-Tel. If TEL - LINK Buy-Tel is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnectdisconnection, TEL - LINK Buy-Tel may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK Buy-Tel real time testing capability on TEL - LINK Buy-Tel end user services. GTE will not provide to TEL - LINK Buy-Tel an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 If TEL - LINK CDI requires maintenance for its local service customers, TEL - LINK CDI will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK CDI customer and will then obtain the necessary information from TEL - LINK CDI to process the trouble report. While the TEL - LINK CDI representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK CDI representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK CDI representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKCDI's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKCDI. If, as a result of a TEL - LINKCDI-initiated trouble report, trouble is found to be the responsibility of TEL - LINK CDI (e.g., non-non- network cause) GTE will charge the TEL - LINK CDI for trouble isolation. TEL - LINK CDI will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK CDI will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK CDI representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK CDI trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK CDI becomes in jeopardy, GTE service representatives will contact TEL - LINK CDI by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK CDI trouble reports, GTE service technicians will make a telephone call to TEL - LINK CDI directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKCDI. If TEL - LINK CDI is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK CDI may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK CDI real time testing capability on TEL - LINK CDI end user services. GTE will not provide to TEL - LINK CDI an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 If EZ-TEL - LINK requires maintenance for its local service customers, EZ-TEL - LINK will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a EZ- TEL - LINK customer and will then obtain the necessary information from EZ-TEL - LINK to process the trouble report. While the EZ-TEL - LINK representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while EZ-TEL - LINK representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide EZ-TEL - LINK representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKEZ-TEL's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKEZ-TEL. If, as a result of a TEL - LINKEZ-TEL-initiated trouble report, trouble is found to be the responsibility of EZ-TEL - LINK (e.g., non-network cause) GTE will charge the EZ- TEL - LINK for trouble isolation. EZ-TEL - LINK will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. EZ-TEL - LINK will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the EZ-TEL - LINK representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all EZ-TEL - LINK trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to EZ-TEL - LINK becomes in jeopardy, GTE service representatives will contact EZ-TEL - LINK by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared EZ-TEL - LINK trouble reports, GTE service technicians will make a telephone call to EZ-TEL - LINK directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKEZ- TEL. If EZ-TEL - LINK is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, EZ-TEL - LINK may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to EZ-TEL - LINK real time testing capability on EZ-TEL - LINK end user services. GTE will not provide to EZ-TEL - LINK an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 The maintenance operations support systems which GTE will use for ICG are essentially the same as those GTE uses to provide its own local repair service. If TEL - LINK ICG requires maintenance for its local service customers, TEL - LINK ICG will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-end- user is a TEL - LINK an ICG customer and will then obtain the necessary information from TEL - LINK ICG to process the trouble report. While the TEL - LINK ICG representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK ICG representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK ICG representatives a commitment time for repair and a trouble ticket number, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKICG's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINK. If, as a result of a TEL - LINK-initiated trouble report, trouble is found to be the responsibility of TEL - LINK (e.g., non-network cause) GTE will charge the TEL - LINK for trouble isolation. TEL - LINK will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK ICG representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK ICG trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK ICG becomes in jeopardy, GTE service representatives will contact TEL - LINK ICG by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK ICG trouble reports, GTE service technicians will make a telephone call to TEL - LINK ICG directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKICG. If TEL - LINK ICG is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK ICG may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will not provide electronic interface to ICG "on-line" access to operation GTE's maintenance support systems functions which provide the capability to initiate, status "status" trouble tickets and close them except by special request on a repair trouble ticketper event basis. GTE will not provide to TEL - LINK ICG real time testing capability on TEL - LINK ICG end user services. GTE will not provide to TEL - LINK ICG an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK ICG local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK ICG using the same time parameters and procedures that GTE uses. TEL - LINK ICG then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Interconnection Agreement
General Overview. 2.1.1 If TEL - LINK NEW PHONE requires maintenance for its local service customers, TEL - LINK NEW PHONE will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK NEW PHONE customer and will then obtain the necessary information from TEL - LINK NEW PHONE to process the trouble report. While the TEL - LINK NEW PHONE representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK NEW PHONE representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK NEW PHONE representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKNEW PHONE's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKNEW PHONE. If, as a result of a TEL - LINKNEW PHONE-initiated trouble report, trouble is found to be the responsibility of TEL - LINK NEW PHONE (e.g., non-network cause) GTE will charge the TEL - LINK NEW PHONE for trouble isolation. TEL - LINK NEW PHONE will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK NEW PHONE will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK NEW PHONE representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK NEW PHONE trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK NEW PHONE becomes in jeopardy, GTE service representatives will contact TEL - LINK NEW PHONE by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK NEW PHONE trouble reports, GTE service technicians will make a telephone call to TEL - LINK NEW PHONE directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKNEW PHONE. If TEL - LINK NEW PHONE is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK NEW PHONE may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK NEW PHONE real time testing capability on TEL - LINK NEW PHONE end user services. GTE will not provide to TEL - LINK NEW PHONE an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 If TEL - LINK DTI requires maintenance for its local service customers, TEL - LINK DTI will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK DTI customer and will then obtain the necessary information from TEL - LINK DTI to process the trouble report. While the TEL - LINK DTI representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK DTI representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK DTI representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKDTI's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKDTI. If, as a result of a TEL - LINKDTI-initiated trouble report, trouble is found to be the responsibility of TEL - LINK DTI (e.g., non-network cause) GTE will charge the TEL - LINK DTI for trouble isolation. TEL - LINK DTI will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK DTI will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK becomes in jeopardy, GTE service representatives will contact TEL - LINK by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK trouble reports, GTE service technicians will make a telephone call to TEL - LINK directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINK. If TEL - LINK is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK real time testing capability on TEL - LINK end user services. GTE will not provide to TEL - LINK an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Interconnection, Resale and Unbundling Agreement (Dti Holdings Inc)
General Overview. 2.1.1 If TEL - LINK TELECONEX requires maintenance for its local service customers, TEL - LINK TELECONEX will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK TELECONEX customer and will then obtain the necessary information from TEL - LINK TELECONEX to process the trouble report. While the TEL - LINK TELECONEX representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK TELECONEX representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK TELECONEX representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKTELECONEX's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKTELECONEX. If, as a result of a TEL - LINKTELECONEX-initiated trouble report, trouble is found to be the responsibility of TEL - LINK TELECONEX (e.g., non-network cause) GTE will charge the TEL - LINK TELECONEX for trouble isolation. TEL - LINK TELECONEX will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK TELECONEX will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK TELECONEX representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK TELECONEX trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK TELECONEX becomes in jeopardy, GTE service representatives will contact TEL - LINK TELECONEX by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK TELECONEX trouble reports, GTE service technicians will make a telephone call to TEL - LINK TELECONEX directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKTELECONEX. If TEL - LINK TELECONEX is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK TELECONEX may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK TELECONEX real time testing capability on TEL - LINK TELECONEX end user services. GTE will not provide to TEL - LINK TELECONEX an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 If TEL - LINK EZPHONE requires maintenance for its local service customers, TEL - LINK EZPHONE will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK EZPHONE customer and will then obtain the necessary information from TEL - LINK EZPHONE to process the trouble report. While the TEL - LINK EZPHONE representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK EZPHONE representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK EZPHONE representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKEZPHONE's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKEZPHONE. If, as a result of a TEL - LINKEZPHONE-initiated trouble report, trouble is found to be the responsibility of TEL - LINK EZPHONE (e.g., non-network cause) GTE will charge the TEL - LINK EZPHONE for trouble isolation. TEL - LINK EZPHONE will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK EZPHONE will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK EZPHONE representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK EZPHONE trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK EZPHONE becomes in jeopardy, GTE service representatives will contact TEL - LINK EZPHONE by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK EZPHONE trouble reports, GTE service technicians will make a telephone call to TEL - LINK EZPHONE directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKEZPHONE. If TEL - LINK EZPHONE is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK EZPHONE may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK EZPHONE real time testing capability on TEL - LINK EZPHONE end user services. GTE will not provide to TEL - LINK EZPHONE an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement
General Overview. 2.1.1 If TEL - LINK ACI requires maintenance for its local service customers, TEL - LINK ACI will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK ACI customer and will then obtain the necessary information from TEL - LINK ACI to process the trouble report. While the TEL - LINK ACI representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK ACI representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK ACI representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKACI's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKACI. If, as a result of a TEL - LINKACI-initiated trouble report, trouble is found to be the responsibility of TEL - LINK ACI (e.g., non-network cause) GTE will charge the TEL - LINK ACI for trouble isolation. TEL - LINK ACI will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK ACI will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK ACI representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK ACI trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK ACI becomes in jeopardy, GTE service representatives will contact TEL - LINK ACI by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK ACI trouble reports, GTE service technicians will make a telephone call to TEL - LINK ACI directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKACI. If TEL - LINK ACI is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK ACI may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK ACI real time testing capability on TEL - LINK ACI end user services. GTE will not provide to TEL - LINK ACI an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK ACI local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK ACI using the same time parameters and procedures that GTE uses. TEL - LINK ACI then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Interconnection, Resale and Unbundling Agreement (Rhythms Net Connections Inc)
General Overview. 2.1.1 If TEL - LINK DTI requires maintenance for its local service customers, TEL - LINK DTI will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK DTI customer and will then obtain the necessary information from TEL - LINK DTI to process the trouble report. While the TEL - LINK DTI representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK DTI representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK DTI representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKDTI's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKDTI. If, as a result of a TEL - LINKDTI-initiated trouble report, trouble is found to be the responsibility of TEL - LINK DTI (e.g., non-network cause) GTE will charge the TEL - LINK DTI for trouble isolation. TEL - LINK DTI will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK DTI will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK DTI representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK DTI trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK DTI becomes in jeopardy, GTE service representatives will contact TEL - LINK 151 DTI by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK DTI trouble reports, GTE service technicians will make a telephone call to TEL - LINK DTI directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKDTI. If TEL - LINK DTI is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK DTI may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK DTI real time testing capability on TEL - LINK DTI end user services. GTE will not provide to TEL - LINK DTI an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK DTI local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK DTI using the same time parameters and procedures that GTE uses. TEL - LINK DTI then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Interconnection, Resale and Unbundling Agreement (Dti Holdings Inc)
General Overview. 2.1.1 If TEL - LINK ▇▇▇ requires maintenance for its local service customers, TEL - LINK ▇▇▇ will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK an ▇▇▇ customer and will then obtain the necessary information from TEL - LINK ▇▇▇ to process the trouble report. While the TEL - LINK ▇▇▇ representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK ▇▇▇ representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK ▇▇▇ representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKELI's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINK▇▇▇. If, as a result of a TEL - LINK-initiated an ▇▇▇-initiated trouble report, trouble is found to be the responsibility of TEL - LINK ▇▇▇ (e.g., non-network cause) GTE will charge the TEL - LINK ▇▇▇ for trouble isolation. TEL - LINK ▇▇▇ will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK ▇▇▇ will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK ▇▇▇ representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK ▇▇▇ trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-of- service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK ▇▇▇ becomes in jeopardy, GTE service representatives will contact TEL - LINK ▇▇▇ by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK ▇▇▇ trouble reports, GTE service technicians will make a telephone call to TEL - LINK ▇▇▇ directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINK▇▇▇. If TEL - LINK ▇▇▇ is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK ▇▇▇ may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK ▇▇▇ real time testing capability on TEL - LINK ▇▇▇ end user services. GTE will not provide to TEL - LINK ▇▇▇ an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK ▇▇▇ local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK ▇▇▇ using the same time parameters and procedures that GTE uses. TEL - LINK ▇▇▇ then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Interconnection, Resale and Unbundling Agreement (Pac-West Telecomm Inc)
General Overview. 2.1.1 If TEL - LINK EZ Talk requires maintenance for its local service customers, TEL - LINK EZ Talk will initiate a request for repair (sometimes referred to as a "trouble report") by calling GTE's Customer Care Repair Center. During this call, GTE service representatives will verify that the end-user is a TEL - LINK EZ Talk customer and will then obtain the necessary information from TEL - LINK EZ Talk to process the trouble report. While the TEL - LINK EZ Talk representatives are still on the line, GTE personnel will perform an initial analysis of the problem and remote line testing for resale services. If engineered services are involved, the call will be made to the GTE SSCC for handling. If no engineering is required and the line testing reveals that the trouble can be repaired remotely, GTE personnel will correct the problem and close the trouble report while TEL - LINK EZ Talk representatives are still on the line. If on-line resolution is not possible, GTE personnel will provide TEL - LINK EZ Talk representatives a commitment time for repair and a trouble ticket numberrepair, and the GTE personnel then will enter the trouble ticket into the GTE service dispatch queue. TEL - LINKEZ Talk's repair service commitment times will be within the same intervals as GTE provides to its own end users. Maintenance and repair of GTE facilities is the responsibility of GTE and will be performed at no incremental charge to TEL - LINKEZ Talk. If, as a result of a TEL - LINKEZ Talk-initiated trouble report, trouble is found to be the responsibility of TEL - LINK EZ Talk (e.g., non-network cause) GTE will charge the TEL - LINK EZ Talk for trouble isolation. TEL - LINK EZ Talk will have the ability to report trouble for its end users to appropriate trouble reporting centers 24 hours a day, 7 days a week. TEL - LINK EZ Talk will be assigned a customer contact center when initial service agreements are made.
2.1.2 Repair calls to the SSCC for engineered services will be processed in essentially the same manner as those by the GTE Customer Care Center. GTE personnel will analyze the problem, provide the TEL - LINK EZ Talk representative with a commitment time while they are still on the line, and then place the trouble ticket in the dispatch queue.
2.1.3 GTE then will process all TEL - LINK EZ Talk trouble reports in the dispatch queue along with GTE trouble reports in the order they were filed (first in, first out), with priority given to out-of-service conditions. If, at any time, GTE would determine that a commitment time given to TEL - LINK EZ Talk becomes in jeopardy, GTE service representatives will contact TEL - LINK EZ Talk by telephone to advise of the jeopardy condition and provide a new commitment time.
2.1.4 Trouble reports in the dispatch queue will be transmitted electronically to GTE CZT service technicians who will repair the service problems and clear the trouble reports. For cleared TEL - LINK EZ Talk trouble reports, GTE service technicians will make a telephone call to TEL - LINK EZ Talk directly to clear the trouble ticket. GTE service technicians will make the confirmation call to the telephone number provided by TEL - LINKEZ Talk. If TEL - LINK EZ Talk is unable to process the call or places the GTE technician on hold, the call will be terminated. To avoid disconnect, TEL - LINK EZ Talk may develop an answering system, such as voice mail, to handle the confirmation calls expeditiously.
2.1.5 GTE will provide electronic interface access to operation support systems functions which provide the capability to initiate, status and close a repair trouble ticket. GTE will not provide to TEL - LINK EZ Talk real time testing capability on TEL - LINK EZ Talk end user services. GTE will not provide to TEL - LINK EZ Talk an interface for network surveillance (performance monitoring).
2.1.6 GTE will resolve repair requests by or for TEL - LINK local service customers using GTE's existing repair system in parity with repair requests by GTE end users. GTE will respond to service requests for TEL - LINK using the same time parameters and procedures that GTE uses. TEL - LINK then would call GTE's Customer Care Center or SSCC while the customers were on hold.
Appears in 1 contract
Sources: Resale Agreement