Process Number: 162	Revision Date: 11/7/2001 9:32:44 AM
Revision #: 5	Back | Access Password:

Reporting Troubles With Verizon Telephone Lines

Office Responsible:

DCS - District - Computing Services

Process Type:

internal

Position Title:	Enterprise Network Spec./Voice Comm.		Author:	JHarris II
Cross Trained Staff:	Cferguson	Manager:		Vice Pres.:

Timeline (Deadlines or Time-Constraints) :

What must be done before this process is started:

Which processes are waiting for this process:

Source documents or communication with information needed for this process:

Verify that the Verizon telephone line has the problem indicated by the customer by calling the number and experiencing the problem the customer has complained about.

What is the end-result of this process, or the hand-off

Receive a trouble ticket from Verizon and a confirmation of a 24 hour response time.

What steps must be taken independent of the computer system (Manual Process)

1. Call the number in trouble and experience the problem that the customer has complained about. 2. Call "1-800-483-2000". 3. Press "1", (report trouble with your regular telephone service). 4. Press "2", (business customer w/3 or more lines). 5. Hold for next available representative. 6. Report the trouble to the Verizon representative. 7. Receive a trouble ticket number and confirmation of a 24 hour response.

Which steps must be taken on a computer (Electronic Process):

Related Documents to Process (e.g. Datatel documentation, Government code books, etc.)

Notes (Cautions, suggestions for improvement, etc.)