Remedy Ticket

Additional Sources

Remedy Verification

Additional Sources

Call Failures to a Ported End User

Call Failures from a OS TN to a Ported TN of Another Provider

NOC Responsibilities

Additional Sources

Remedy Verification

Additional Sources

Call Failures to a Ported End User

Call Failures From a OS TN to a Ported TN of Another Provider

The Local Number Portability Trouble Resolution Responsibilities guide describes the recommended guidelines for handling ported call failures.

The audience targeted for the Local Number Portability Trouble Resolution Responsibilities guide includes any person or organization concerned with the resolution of network troubles and/or maintenance/monitoring. It may include but is not limited to the following personnel:

When a call failure occurs, Customer Care representatives should open a Remedy trouble ticket and enter the following information:

• The originating number
• The long distance (LD) carrier, if 1+ calls are failing
• The terminating number
• The location of the failure
• calls from a end user are not completing to a ported number, or
• calls to a ported end user are not completing

Document the type of trouble messages received:

• switch tags
• disconnect message
• ring to answer

Additional information can be found in the following OS documents:

• OS-99:0050, LNP Troubleshooting Tools
• OS-99:0051, Local Number Portability NPAC Procedures

Verify Customer Care entered the following information onto the Remedy ticket:

• The originating number
• The long distance (LD) carrier, if 1+ calls are failing
• The terminating number
• The location of the failure:
• calls from a end user are not completing to a ported number, or
• calls to a ported end user are not completing

Additional information can be found in the following OS documents:

• OS-99:0050, LNP Troubleshooting Tools
• OS-99:0051, Local Number Portability NPAC Procedures

Before troubleshooting this type of failure, query the number and ensure it exists in the switch. If applicable, pOSt the line to ensure it is idle.

If…	Then…
Local calls are failing	In the Number Portability Administration Center (NPAC), query the subscription by Telephone Number (TN) and verify that the proper Local Routing Number (LRN) is associated with the TN. If… Then… The wrong LRN displays or the subscription is in a pending status and the due date has passed Modify or activate the subscription in the NPAC The correct LRN displays Continue with this procedure Make test calls from a local dial tone and from the local exchange carrier's (LEC) dial tone. If calls are failing… Then… from the LEC's dial tone Open a trouble ticket with the LEC. from a dial tone Verify translation. ­ NOTE: For additional help, contact second level support.
1+ calls are failing	Try casual calls using the same LD carrier that the other end user is using. Make test calls using AT&T, MCI, WorldCom, and Sprint (0288, 0222, 0555 and 0333). If calls are… Then… Completing over some PICs and failing over others Forward the Remedy ticket to the national operation center (NOC) along with the information about all the LD carriers that are having the call failures þ CAUTION: Calls over some carriers will fail from certain geographic areas only. In this situation the NOC still needs to open a trouble ticket with that carrier. Failing over all carriers Check the LRN of the ported number in the switch Verify that the LRN matches one of the entries in Table HOMELRN. If the LRN does not match any of the entries in Table HOMELRN: Ensure the LRN belongs to by querying the subscription by TN in the NPAC. If the LRN… Then… Belongs to Add the LRN to Table HOMELRN. Does not belong to Identify the provider and contact them to release the number.
1+ calls are still not completing	Run an audit in the NPAC and ensure the obtained result is complete and there are no discrepancies. þ CAUTION: Line Interface Database (LIDB) and Calling Name Delivery (CNAM) discrepancies will not affect the completion of the call but need to be changed if failing. Check for LRN discrepancies. If… Then… LRN discrepancies occur Rerun an audit after 15 minutes and recheck the results. The audit is still failing Contact NPAC. The audit passes and completes with no errors Check with the customer to see if the problem is resolved. The problem is not resolved Contact second level support.

If calls are being placed from a TN and are not completing to a ported telephone number of another provider:

If…	Then…
Local calls are failing	Verify the trigger (NPA-NXX) of the called TN is set in Table TRIGDIG. If… Then… The trigger is not set in Table TRIGDIG Set the trigger and make test calls again. If they complete correctly, problem is resolved. The trigger is set in Table TRIGDIG Query the LRN in the switch to verify what is being returned from the SCP. Query the Subscription by TN in the NPAC to verify what should be returning from the SCP.
The results from 1 and 2 match	Run a traver from the number to another local number and ensure the call is not routed to the 250 side of the switch. If it is, check translations (for additional help contact second level support) If it is not, pOSt the line to check if the call is hitting the right route once the line goes to Call Processor Busy (CPB)
The results from 1 and 2 do not match	Contact GTEINS.
1+ calls are failing	Ensure the terminating number is a working number by casual dialing over LD carriers using: a dial tone the LECs dial tone If calls are failing… Then… Using both dial tones The terminating TN is not a working TN. From the switch Run a traver and verify what is being sent to the LD carrier. If dipping the call and the LD carriers switch is not LNP capable: add NOJIP and SPN to Table ADJNODE, or remove the NPA NXX from Table TRIGDIG If dipping the call prior to handing off to the LD carrier you need to evaluate why. A local switch is responsible for dipping local calls only. 1+ calls should be handed to the LD carrier and their N-1 switch should perform the dip prior to handing the call to the Local Access Tandem or End Office. If only calls from the switch are failing and the call is not being dipped prior to hand-off of the call to the LD carrier, try using other PICs to determine whether the calls continue to fail. If… Then… Only one PIC fails Verify translations for that carrier Everything is correct on the end Send the Remedy ticket to the NOC.

When the NOC receives a Remedy ticket, NOC technicians must:

• Verify the information in the ticket is correct
• Open a trouble ticket with the LD carrier having the call failure
• Update the ticket as needed
• Contact the site once the issue has been resolved with the LD carrier

Additional information can be found in the following OS documents:

• OS-99:0050, LNP Troubleshooting Tools
• OS-99:0051, Local Number Portability NPAC Procedures

Verify Customer Care entered the following information onto the Remedy ticket:

• The originating number
• The long distance (LD) carrier, if 1+ calls are failing
• The terminating number
• The location of the failure
• calls from a end user are not completing to a ported number, or
• calls to a ported end user are not completing

­ NOTE:
Call Customer Care for any additional information not entered.

Additional information can be found in the following OS documents:

• OS-99:0050, LNP Troubleshooting Tools
• OS-99:0051, Local Number Portability NPAC Procedures

Before troubleshooting this type of failure, query the number and make sure it exists in the switch. If applicable, pOSt the line to make sure it is idle.

If…	Then…
Local calls are failing	In the NPAC, query the subscription by telephone number (TN) and verify that the proper local routing number (LRN) is associated with the TN and the subscription is in an active status. If… Then… The wrong LRN displays or the subscription is in a pending status and the due date has passed Modify or activate the subscription in the NPA The correct LRN displays Continue with this procedure Make test calls from a local dial tone and from the LEC's dial tone. If calls are failing… Then… from the LEC's dial tone Open a trouble ticket with the LEC. from a dial tone Verify translation. ­ NOTE: For additional help, contact second level support.
1+ calls are failing	Try casual calls using the same LD carrier that the other end user is using. Make test calls using AT&T, MCI, WorldCom, and Sprint (0288, 0222, 0555 and 0333). If calls are… Then… Completing over some PICs and failing over others Forward the Remedy ticket to the national operation center (NOC) along with the information about all the LD carriers that are having the call failures þ CAUTION: Calls over some carriers will fail from certain geographic areas only. In this situation the NOC still needs to open a trouble ticket with that carrier. Failing over all carriers Check the LRN of the ported number in the switch Verify that the LRN matches one of the entries in Table HOMELRN. If the LRN does not match any of the entries in Table HOMELRN: Ensure the LRN belongs to by querying the subscription by TN in the NPAC. If the LRN… Then… Belongs to Add the LRN to Table HOMELRN. Does not belong to Identify the provider and contact them to release the number.
1+ calls are still not completing	Run an audit in the NPAC and ensure the obtained result is complete and there are no discrepancies. þ CAUTION: Line Interface Database (LIDB) and Calling Name Delivery (CNAM) discrepancies will not affect the completion of the call but need to be changed if failing. Check for LRN discrepancies. If… Then… LRN discrepancies occur Rerun an audit after 15 minutes and recheck the results. The audit is still failing Contact NPAC. The audit passes and completes with no errors Check with the customer to see if the problem is resolved. The problem is not resolved Contact second level support.

If calls are being placed from a TN and are not completing to a ported telephone number of another provider:

If…	Then…
Local calls are failing	Verify the trigger (NPA-NXX) of the called TN is set in Table TRIGDIG. If… Then… The trigger is not set in Table TRIGDIG Set the trigger and make test calls again. If they complete correctly, problem is resolved. The trigger is set in Table TRIGDIG Query the LRN in the switch to verify what is being returned from the SCP. Query the Subscription by TN in the NPAC to verify what should be returning from the SCP.
The results from 1 and 2 match	Run a traver from the number to another local number and ensure the call is not routed to the 250 side of the switch. If it is, check translations (for additional help contact second level support) If it is not, pOSt the line to check if the call is hitting the right route once the line goes to Call Processor Busy (CPB)
The results from 1 and 2 do not match	Contact GTEINS.
1+ calls are failing	Ensure the terminating number is a working number by casual dialing over LD carriers using: a dial tone the LECs dial tone If calls are failing… Then… Using both dial tones The terminating TN is not a working TN. From the switch Run a traver and verify what is being sent to the LD carrier. If dipping the call and the LD carriers switch is not LNP capable: add NOJIP and SPN to Table ADJNODE, or remove the NPA NXX from Table TRIGDIG If dipping the call prior to handing off to the LD carrier you need to evaluate why. A local switch is responsible for dipping local calls only. 1+ calls should be handed to the LD carrier and their N-1 switch should perform the dip prior to handing the call to the Local Access Tandem or End Office. If only calls from the switch are failing and the call is not being dipped prior to hand-off of the call to the LD carrier, try using other PICs to determine whether the calls continue to fail. If… Then… Only one PIC fails Verify translations for that carrier Everything is correct on the end Send the Remedy ticket to the NOC.

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