Instructions to DA for Document Placement

LMOS Disposition & Cause Codes

Document Facts

Document creation date	06/14/02
Current revision date	10/28/04
Current revision date	01/10/07

Overview

Code Definition

Disposition and Cause Codes identify the reason for service problems. Disposition Codes indicate the action taken to clear the reported trouble, while Cause Codes indicate why.

Code Analysis

Coding analysis provides information that enables each organization to identify trouble areas and provide direction to focus improvement efforts. Therefore, miscoding of trouble reports can lead to misallocation of corporate resources. For example, this data is the underpinning of many PIDs and inaccurate reporting can lead to inappropriate QPAP liability. Additionally, should external reviews determine disposition codes are inaccurately reported Qwest may be subject to additional PIDs, QPAP liability, fines from the FCC’s Enforcement Bureau.

The codes are as of January 31, 2006 and do not reflect any changes after that. The Technician Code Book will be updated on a yearly basis and supervisors informed of changes during the year shall instruct technicians to write these updates in their book.

Multiple Problem Resolution

If more than one code applies, assign the code which caused the out of service or service affecting condition, if this cannot be determined, code the repair ticket to the problem taking more time. An exception to this rule would be in billing situations where 1230, 1240 or 1250 Disposition Codes will take precedence.

Narratives

Narratives are a matter of PUBLIC record. The Technician’s Code Book is for Qwest internal use only. When a trouble report has been closed out the narrative is stored in Loop Maintenance Operation System (LMOS). This database stores the customer of records line record and trouble history. This history can then be accessed at a later date, either by Qwest employees or upon request, provided to customers (including alternate providers), PUC data gathering request, etc. Thus it is critical that all narratives remain clear and concise, describing exactly what was done to resolve the trouble. Narratives are required to have the following information:

v What was fixed? Iw, ni, asw, bsw, f1, f2, etc

v How was the trouble cleared? Ctc, rpd, rplc

v Condition found? Shrt, grnd, cut, scbat

v Good to where? Set, kt jack, ni

v Where fixed? Mstr bdrm, at xoonn, bsw

v Who did you speak to or who you notified customer of record? Example: ctc f1, grnd, Cathy, verified dt on all sets in house

No Access Policy

No access applies when the field technician does not have access to the network interface device (NID) or the customer premise. The correct “No Access” code will apply.

v NAS - No Access Subscriber - inability to gain access inside the customer premise, to a NID, terminal room or Qwest plant to complete trouble isolation, where the customer is covered under a wire maintenance plan.

v 1230 Disposition Code – Customer does not have a wire maintenance plan and we suspect or isolated the trouble beyond the NID to the deregulated side. A trouble isolation charge (TIC) applies. Does not matter whether access is available or not.

Local Network Code Ownership

LRAC/Installation and Maintenance (I&M) Technician

03**, 04**, 0751, 0752, 09**, 10**, 11**, 12** + all Cause Codes

NROC/CORAC

05**, 08**, 10** + all Cause Codes

Screening/RCHC/RCMAC/AIN/LNP

054*, 058*, 062*, 064*, 065*, 066*, 070*, 071*, 072*, 073*, 074*, 09**, 10**, 13** + all Cause Codes

Disposition Codes

Disposition Code 03** - Regulated Station Wiring

Applies to all troubles located in drop wire, station protection and regulated network terminating wire. This does NOT include trouble caused by customer-owned station wiring or cable. For trouble found in customer-owned cable and wire, use Disposition Code 12**.

Network Terminating Wire	033*
Simple network terminating wire. Wire between the terminal and Demarcation Point (DMARC) or Registration Jack within NID. NOTE: inside wire is deregulated, Disposition Code 1210 (wmr) or 1230 (no wmr) should be used.	0331

Network Interface

034*

Repairing or replacing of NI or Registration Jack. Converting the protector to a standard (modular) Network Interface or replacing hardwired NI. (Show the customer how to unplug the inside wiring and how to isolate the trouble if another repair problem occurs. Advise they can isolate their problem to the inside or Qwest facility. NO WMR plan – informed customer of record they will be billed if trouble is found/suspected to be beyond the ni on subsequent visits). If trouble is beyond the ni, customer of record wants us to fix use Disposition Code 1240, cause 230.

For tagging only at the NI/DMARC/SNI:

Recent service order activity within 30 days use disposition code 1220, cause code 234.

After 30 days or no service order activity:

WMR disposition code 1210 cause code 234

NO WMR – disposition code 1230 cause 234

Connecting customers IW from alternate service provider back to Qwest NI, disposition code1220, cause code 251

0341

Protection	037*
Carbons, gas tubes, grounds or coils	0371

Drop - Service Wire	038*
Aerial Service Wire (ASW) Replaced or repaired ASW.	0380
Buried Service Wire (BSW) Trouble in BSW – permanent repairs made and service has been restored.	0381
Broadband drop replaced or repaired	0382
Existing BSW Defective Temporary drop placed to restore service. Requires contractor to bury and cut over.	0383
Temporary BSW Temporary drop on ground damaged, replaced or repaired.	0385
Temporary drop on ground, cut over to permanent BSW (cause code 613)	0387
Trouble with BSW – Contractor is Dispatched. Temporary drop placed to restore service. Requires contractor to dig and fix existing drop. (To be used when extreme conditions exist where digging and fixing a drop is more economical than burying the temporary drop or customer refuses to have yard dug up to bury drop). Call the LRAC BSW desk to change contract work item in NECTAS ticket from 2605A to 2710A.	0388
Trouble with BSW – Qwest Technician is Dispatched. Temporary drop placed to restore service. Requires Qwest technician to dig and fix existing drop. (To be used when extreme conditions exist where digging and fixing a drop is more economical than burying the temporary drop or customer refuses to have yard dug up to bury drop).	0389

Disposition Code 04** - Outside Plant

Applies to all trouble found in cables, cable terminals, amplifiers, line wire, load coils and their protection, field concentrators, field carrier equipment and field loop electronics. Dispositions 040* are for cable trouble that permanent repairs are NOT done (this includes fixing another pair and cutting to it, the original pair did not get a permanent fix). 041* are for permanent repairs.

Cable Not Repaired	040*
Bad section – laid temporary service wire or cable to restore service until permanent repairs are made.	0400
Pair Transferred/Cut to clear. Anytime you do a cut from the customer of record’s original pair to another pair, this includes fixing another pair and cutting to it.	0401
Bridge tap removed/Load Coil removed/Cut dead ahead	0402
Pair transposed/Cut Around	0403
Encapsulated Plant (ENCAP) – unable to isolate or clear trouble, laid temporary drop.	0408
.

Copper Cable	041*
Intermittent/Came clear – Intermittent came clear or suspects construction or splicing activity. Used when the problem was isolated to the cable, but disappears.	0410
Cable – trouble was isolated to the cable sheath, pairs are fixed in the sheath or cut/wet/damaged cable and permanent repairs are made	0411

Branch Closure/Splice Case	042*
Trouble is isolated in a splice case, branch splice, closure, temporary closure-load point, etc, either between the Central Office (CO) and Cross Connect (XC) or between the Cross Connect and customers terminal and permanent repairs are made.	0421

Serving Terminal/Cross-Box	043*
Trouble is found on the regulated side of the serving terminal, cross-box (xbox) or other cross-connect (xc) device and repaired there. If technician is connecting the customer of records jumper (deregulated) code to Disposition Code 1210 (has WMR), 1230 bill TIC. Pair is changed because of incorrect assignments (use cause code 172).	0431
Universal Subscriber Access Multiplexer (USAM) fiber to the neighborhood architecture – housing. Changing cards are coded to 0471.	0435
BNU -- cross box in fiber to the curb (housing)	0436
Other/Came clear	0430

Wire	044*
Rural, Open or Urban wire	0441

Electronics & Multiplexers	047*
Digital electronics (e.g., digital pair gain system, digital loop carrier (DLC), digital subscriber line access multiplexer (DSLAM), universal subscriber access multiplexer (USAM) any kind of channel card).	0471
UDC – customer premises (UDS in Central Office (CO) disposition code 0563)	0472
Buried or aerial fiber optic cable Fiber Feed - FTTH	0473
Analog pair gain system / Range Extender	0474
Broadband (NE only)	0475
Pair gain span, pair gain path or common electronics trouble. Includes repeater, cabinet, protection, copper cable or fiber feeding system	0476
Intermittent/Came clear	0470

Qwest Miscellaneous Trouble	048*
All poles, guy, anchor, trench or other miscellaneous trouble (utility lids, cable protection)	0481

Disposition Code 05** - Central Office (CO)/LNP/RCMAC/NROC/AIN

Applies to all central office trouble reports caused by equipment or personnel in the local Qwest central office. This includes equipment permanently associated with customer line and/or common equipment. Includes reports caused by overload due to equipment made busy for modification or trouble or lack of equipment. It also includes failure to remove make busy cords, lines held by equipment made busy, lines held by test circuit, traffic, etc. If the trouble tested into the central office disappears before the trouble is located and corrected, close the report as a code 05. This code applies to all segments.

When a Central Office Technician/Frame Attendant finds the trouble in the Central Office the field technician MUST ask for the disposition/cause code. If they refuse contact your supervisor.

Local Number Portability (LNP) Operations	050*
Activated port	0501
Disconnected port	0502
Rebroadcast port	0503
Provisioned line side attribute (LSA) trigger	0504
Wireless port in to wire line	0505
LNP built subscription to disconnect in 18 hours	0506
Wireline port out to wireless	0509
Other – requires narrative identifying what action was taken to clear the reported trouble. Do not use for no trouble found (NTF) situations – see 0731	0500

Central Office (CO) Equipment	051*
Processor, physical switching computer (CPU: Central Processor Unit)	0511
Peripheral equipment integral to the working of the CO (e.g., Digital Trunk Controller (DTC), Line Switch Module (LSM), switch module, Extension Module Group (EMG), etc.)	0512
OE (Office Equipment)/Line Equipment (e.g., bad line card) Does not include jumper work. All jumper work should be coded to the appropriate 053x Disposition Code.	0513
Trunk failures associated with Qwest CO equipment	0515
Customer of record reporting trouble matching office problems provided in the Critical Central Offices (CCO) website. Close-out narrative must include associated record number # from website. Do not deviate from wording provided on website when speaking with customers.	0517
SS7 network failure	0519
Other – requires narrative identifying what action was taken to clear the reported trouble. Do not use for no trouble found (NTF) situations -- see 0810	0510

Central Office (CO) Translations	052*
Software generic error	0521
Parameter error	0522
Translations Questionnaires (TQs) and ASRs	0523
Routing	0524
Marketing Centrex forms	0525
Other marketing forms	0526
Qwest translations letters	0527
Trunking software	0528
Special Requests	0529
Other	0520

Distributing Frames	053*
Cross-Connect missing	0531
Cross-Connect broken	0532
Cross-Connect work error	0533
Cross-Connect document error	0534
Heat coils/protection/reversing device - missing	0535
Heat coils/protection/reversing device - defective	0536
Other – requires narrative identifying what action was taken to clear the reported trouble. Do not use for no trouble found (NTF) situations -- see 0810	0530

Line Translations	054*
Disconnect In Error (DIE) Restored	0541
Previous order activity OE correction missed	0542
Feature added according to customer records	0543
Feature corrected according to customer records	0544
Other/Came clear	0540

Power	055*
DC Power Equipment	0551
AC Power Equipment	0552
Standby Emergency Power	0554
Other/Came clear	0550

Central office (CO) Miscellaneous	056*
Carrier systems (e.g., subscriber line carrier (SLC), pair gain, digital loop carrier (DLC), etc.). Do not use for field trouble -- see 047* Codes	0561
Line testing equipment, which includes Automated Line Insulation Test (ALIT), Prohibit Line Insulation Test (PLIT), and lines held by Mechanized Loop Testing (MLT) in error.	0562
UDC, which includes defective cards in the CO. Do not use for field trouble -- see 0472	0563
Range extender (e.g., 5A regulator, 7A regulator, Remote Line Extension Module (RLEM), etc.)	0564
Digital subscriber line (DSL) (e.g., Discrete Multi-Tone Modulation (DMT) cards, Network Interface Card (NIC), Asynchronous Transfer Unit (ATU), Line Interface Module (LIM), POTS Splitter Card (PSC), etc.).	0565
Subscriber Line Radio	0566
Interoffice Radio Systems	0567
Element Management System (such as NLC View-1)	0568
Other – requires narrative identifying what miscellaneous action was taken to clear the reported trouble. Do not use for no trouble found (NTF) situations – see 0810	0560

Central office (CO) Special Services Equipment	057*
Design	0571
Carrier channel	0573
Signaling	0574
Repeater	0575
Asynchronous transfer mode (ATM)/digital subscriber line access multiplexer (DSLAM) translations specific to the data path of the individual digital subscriber loop (DSL) subscriber performed in DSL group	0576
Other/Came clear	0570

Advance Intelligent Network (AIN) Operations	058*
Corrected customer processing record (CPR)	0581
Resync Multi Services Application Platforms (MSAP)	0582
Order not worked	0583
Added/removed trigger	0584
Corrected both CPR and Trigger	0585
Feature added or removed per customer records	0586
LSA trigger not provisioned in the switch	0587
Other/Came Clear. Requires narrative identifying what action was taken to clear the reported trouble. Do not use for no trouble found (NTF).	0580

Data Base for Driven Services	059*
Calling Card Services (ABS-LIDB)	0591
Automatic intercept system, multi-informational database administration services (MIDAS), validation and fraud management services (VFMS) (e.g., name and number database for caller ID, credit card blocking, some LD blocking, tapes of calls for billing disputes, etc.)	0592
Expanded 911 Service	0593
800 Data Base	0596
700 Services	0597
Expanded 800 Service	0598
Dial it Services	0599
Other/Came Clear	0590

Disposition Code 06** - Customer of Record Action

These codes are for use by all departments. There are two scenarios relative to these codes:

Customer of record is reporting trouble and it is determined the repair resolution is a result of customer of record action and resolved from the codes specified (062*, 064* and 065*) and

Customer is not reporting trouble but asking for assistance relative to their service (066*).

If trouble is reported on the line, the line is testing good, the end-user is no longer in trouble, and there was no work done to correct the problem, the repair would be closed to an appropriate 07** or 08** code. Regardless of what the customer of record reports or whether the line is testing good, if it is determined the trouble is non-Qwest trouble, the repair would be closed to an appropriate 11**, 12** or 13** code.

062*, 064* 065* and 066* codes are only used when the trouble is Qwest related, and the report is resolved from the codes specified, regardless of what the customer of record reported and what the test results identify. Troubles caused by breakage or damage to Qwest plant or equipment should be coded to the item of plant that is affected (e.g.,03**, 04**, 05** or 11**).

Customer is reporting trouble and it is determined that the repair resolution is a result of customer action and resolved from the Codes specified (062*, 064*, and 065*) and

Customer is not reporting trouble but asking for assistance relative to their service (066*).

Service Order	062*
Trouble reported on service order due today.	0620

Suspended, Disconnected, Wrong Number, 3^rd Party	064*
Service denied, suspended, or disconnected by service order; also including reports generated on the wrong number, 3^rd party reports or duplicate reports, coin trouble reports in error i.e. full coin box.	0640

Cancel Report	065*
Request to cancel report per the customer of record, whether verbal or from a subsequent report when nothing was done to correct the trouble condition. SSM Close out or RCHC	0650
Request to cancel report by the customer of record when the field technician has been dispatched to the customer premise location. Also includes when the technician pre calls or arrives on premise, customer claims they canceled.	0651

Customer of Record Currently Not in Trouble	066*
Customer of Record is requesting call back from supervisor or is requesting only information on previous trouble report.	0660
Customer of Record requesting information regarding when temporary drop will be made permanent (cause code 233).	0661
Requesting active option change through AIN Operations in their Select Call Routing (SCR) or Business Continuation Routing (BCR) service. This is a grandfathered service that the customer is unable to change themselves.	0662
Customer of record not in trouble and they are requesting: Changing out old style protector Apartment manger/large business unit/etc request a lockbox to be installed	0663

Disposition Code 07** - Test OK, Verify OK – No Field Visit

Applies when testing indicates no problem currently exists on the customer of record’s line and contact with the customer of record was completed to confirm they approve the repair report being closed. Conditions to using the 07xx disposition code:

No dispatch to the customer of record premise was done

No other work with Qwest was done to fix the line

The employee completing the test is required to get approval from the customer of record prior to closing the report. Equipment or Central Office failures where service has been restored using Auto Dialer program will be the exception to closing out the repair report. Includes troubles retesting OK and are not referred to the C.O. or outside forces. Includes CO and concentrator overload conditions when not caused by cable trouble or equipment made busy for modifications/trouble. Verification is done with the customer of record and with the use of test equipment.

Non-Qwest trouble, the repair report would be closed to the appropriate 11**, 12** or 13** code.

Co/Frame personnel would use an appropriate 08** code in this situation.

Test OK, Verify OK - Screening/ RCHC	070*
Test ok, verify ok, no trouble on end-user line as originally reported – Screening or Repair Call Handling Center	0701

Central Office Overload

071*

Central Office Overload - Only in those conditions where the overload condition is caused by large volumes of customers accessing the network due to radio station contests, storms, natural or man made disasters, etc.

Not to be used in cases caused by cable (04**) trouble, toll (1001) trouble, congestion due to lack of Central Office facilities (0517), or equipment made busy for modification (051*).

0713

Test OK, Verify OK - CAT 2 (CR) Reports	072*
Predictor report test okay (customer not aware of repair report)	0720

Test OK, Verify OK - AIN/LNP	073*
Customer of record previously reporting trouble but now is test okay in AIN, no trouble on customer line	0730
Customer of record previously reporting trouble but now is test okay in Local Number Portability (LNP) Operations, no trouble on customer line	0731

Test OK, Verify OK - FE Close	074*
Test OK via front end close out, repair does not flow downstream	0747

Test OK, Verify OK - LRAC/Field

075*

Test OK, Verify OK, –LRAC tests and verifies line is ok with customer of record, customer does not want dispatch at this time.

0751

FIELD TECHNICIAN USE ONLY.

Test OK, Verify OK, Technician test next job and verifies ok with customer of record before leaving current job, customer of record does not want dispatch at this time. (NOTE: tech will need to show dispatch to close out and pick up next item. Should not have more than 15 minutest to ticket).

0752

Disposition Code 08** - NO Field Visit - Found OK In (FOK)

Applies when a trouble report is referred to the central office forces and the trouble causing condition cannot be determined, the initial test/verification did not indicate trouble, and the trouble report was not dispatched to outside forces.

Found OK Central Office	081*
Found OK, test made, no trouble found in Central Office CO) or Network Reliability and Operations Center (NROC)	0810
Found OK, DSL (Digital Subscriber Line) passed 3-point test, ANI (Automatic Number Identification) and Dial Tone test ok in Central Office.	0811

Data Base for Data Base Driven Services	089*
Calling Card Services	0891
Automatic Intercept Services	0892
Expanded 911 Service	0893
700 Services	0897
Expanded 800 Service	0898
Dial It Service	0899
Other Central Office based services	0890

Disposition Code 09** - Found OK Out (FOK)

Applies when the trouble report is dispatch out and the trouble causing condition cannot be determined, but suspected to be in the Qwest plant. When trouble has been isolated or suspected to be beyond the network interface, or customer of record requests line/test reading, or checking for wiretap/left in and FOK the appropriate Disposition Code 12 will apply.

MONTANA MUST HAVE POSITIVE TROUBLE ISOLATION BEYOND THE NI TO BILL TIC.

Suspect Trouble in Qwest Plant	091*
Dispatched and found ok, suspect trouble to be in Qwest plant (pair gain, cable, drop, central office).	0910

Not Suspected in Qwest Plant	093*
MONTANA ONLY - Dispatched and found ok, suspect trouble beyond the NI. All other states where trouble is suspect to be beyond the NI will use appropriate Disposition 12 code and Cause Code 230.	0932

System Only	095*
Used by SSM ONLY - closed after 72 hrs from the time of NAO	0950

Disposition Code 10** - Referred to Other Departments/Referred Out

Applies when the trouble report is referred to other repair service bureaus, agencies, or departments not involved in the LMOS trouble clearing effort. These Codes do not route repair to the specific area identified in the Code – a call to the associated department is necessary to avoid customer irritation and unnecessary repeats.

Qwest Toll Cable Cut/Damaged	1001
Repair report is referred to Construction. Must call and relay the information.	1002
Request for locates or request for quotes to move and/or place drop. Requests to raise, lower, or move drop wires due to alterations, tree removal, the movement of cranes, etc. or for placing drop wire in open trench. If work is done use 1250 code and USOC HRH11 for Network Premise Work Charges (NMPWC). Customers in the states of MN, ND< OR< WA and N_ID must be billed Special Construction Charges. For these states technician must close repair ticket to 1006 and have a service order created to bill for work done.	1005
Used when the customer is referred/warm transferred to the appropriate market unit for initiation and/or correction of current order activity. Also includes when a Qwest employee contacts the appropriate market unit on behalf of the customer for the above. This does not include instances where the alternate provider has service order-related problems, as they do not go through a market unit, they submit corrections and new requests via a local service request (LSR) (see Disposition Code 1380).	1006
Repair report is referred to Engineering.	1007
Reports referred to Designed Services through WFA/C . Must call and relay the information.	1008
Reports referred to Security. Must call and relay the information.	1009
Reports referred to Wireless.	1010
Requests for directories.	1011
Reports referred to Voice Messaging.	1012
Reports referred to Technical Support Center for Web Vision/Digital Subscriber Line (DSL) and broadband.	1013
Reports referred to Customer Training Center (CTC), Interconnect Service Center (ISC), and Centrex Management System (CMS).	1014
Fiber To The Premise (FTTP) Reports referred to the Qwest VDSL Customer Support Center.	1015
VOIP Reports referred to the Qwest VOIP Customer Support Center	1016
Referrals other than any listed above within Qwest	1000

Disposition Code 11** - Non-Qwest or Qwest

Abandoned Plant

Dispatched Out.

Wires down, broken poles, abandoned cable/drop, etc., a dispatch was required to make this determination.

1150

Not Dispatched Out

Wires down, broken poles, abandoned cable/drop, etc., NO dispatch was required to make this determination.

1151

Disposition Code 12** - Trouble Beyond Network Interface

Applies when the trouble report is dispatched out and trouble is found or suspected to be beyond the network interface. There is no trouble in the network, but trouble is or suspected to be in the end-user inside wire, jacks or equipment. Includes dispatches when the customer requests line-test readings, check for wiretaps or demands dispatch where no trouble is found. Customer of record will be billed a TIC if a wire maintenance plan is not on the account using Disposition Code 1230 cause code 130* or 25*.

Idaho NON COMPLEX will use Disposition Code 1231.

Iowa will use Disposition Code 1231 when Qwest does not fix or isolate beyond the NI. Iowa Centrex customer of records, will use Disposition code 1230 when wire maintenance is not on the account.

Montana MUST have positive trouble isolation past the network interface before billing TIC. They will use Disposition Code 0932 if they suspect trouble past NI.New Mexico customers–Effective 1/1/07 Qwest is prohibited from collecting TIC, and must isolate (without charge) and determine whether the trouble is on the LEC or customer side of the Network Interface. See Disposition Code 1231 for further information.

Includes trouble reports where DSL is on the account and trouble is found or suspected to be in the inside wiring, jack(s) or end-user provided equipment (excludes end-user computer or modem/router).

Includes CAT5 wiring, technicians will NOT place a splice on CAT5 wiring, if wiring is at fault, a new homerun will be placed.

Used by SSM ONLY - closed after 72 hrs from the time of NAS	1200
Customer of Record has a Wire Maintenance Plan. Applies when we suspect or isolate trouble beyond the NI. Includes isolation and repair of customer standard inside wire and jack(s). Includes line test/reading, checking for wiretaps, and DSL repair where trouble is suspected or isolated and repairs to the customer’s inside wiring or jack(s) is done. Tagging NI/DMARC if no service order activity or service order is older than 30 days (cause code 234)	1210
Maintenance Plan Coverage for NON-Standard Wire. Fixing customer non-standard wiring up to one jack. Terms and conditions of wire maintenance covers only fixing wiring up to one jack where non-standard wiring exists. Fixing additional jack(s) and wiring bill T&M, use Disposition Code 1250.	1211
Customer of Record Education only. Technician is educating the customer of record how to use QWEST features or services. (cause code 233). Excludes DSL (use 8xxx DSL codes)	1212
10-Minute tie down. If it takes less than 10 minutes to tie down the iw to the Qwest network interface. If the wiring tie-down will take longer than 10 minutes, the technician should quote and bill Flat Rate Charges. A single increment (HRDJ1) may be billed if all of the jacks are being tied down at the same NI at the same time. Reconnecting the iw BACK to Qwest NI from another device code to 1220/251.	1213
Customer of Record has trouble beyond the NI and Qwest does not bill. Applies when the dispatch is a result of Predictor or employee generated report, trouble is isolated beyond the NI customer of record does not want us to repair. Isolation and repair of iw/jack(s) Qwest installed, which is under 30-day warranty. (cause code 230). Does not include DSL modem/router warranties. Reconnect IW that was previously connected to another device (Facility Based Provider, ie. Cox, AT&T, Comcast, etc), (cause code 251) Request for tagging within 30 days of service order activity.	1220
Customer of Record does NOT have a Maintenance Contract and we bill Trouble Isolation Charge (TIC) Applies when the trouble is suspected or isolated beyond the NI, or came clear during testing and no repair done. Also includes work performed for customer requested line test readings, checking for wiretaps, demand dispatches and no access for no trouble found. Excludes DSL Request for tagging – no recent service order activity or service order activity is older than 30 days.	1230
Idaho, Iowa and Malheur and New Mexico where Qwest does not bill TIC Charges. Idaho non-complex customer of record when trouble proves beyond the NI. Idaho regulation provides for isolation up to and including the set. Iowa customer of record trouble is beyond the NI and we do not fix or isolate beyond the NI. If the customer wants the technician to isolate, bill TIC, Disposition Code 1230. If the customer does not have wire maintenance, but wants the technician to repair the inside wire, bill TIC and T&M, Disposition Code 1240. New Mexico customer of record – if the customer wants the technician to isolate beyond the NI bill T &M only. Qwest is prohibited from collecting TIC, must isolate (without charge) and must determine whether the trouble is on the LEC or customer side of the NI.	1231
Customer of record does not have Maintenance Contract and Qwest bills both TIC and T&M. Applies when we isolate trouble beyond the NI and we repair the customer’s IW and/or jack(s).	1240
Customer of record does not have Maintenance Contract and Qwest bills Trip Charge and Time and Materials. Applies when the customer identifies the source of the trouble (i.e., broken kitchen jack) and the customer asks us to repair, we bill the customer both a Trip Charge and T&M for time on the job. Also applies when installing new jack(s) on a repair ticket. When you charge a Trip Charge at least one increment of time must be used. This includes inside wiring on DSL.	1250

Disposition Code 13** - Miscellaneous Non-Dispatched Reports

13** Codes apply to all repair reports that are not closed by field technicians and it is determined that the trouble is non-Qwest trouble, regardless of what the customer reported and what the test results identify. 13** Codes are not used in cases where non-Qwest trouble is suspected. It is only used in cases where it is known that the trouble is non-Qwest trouble. In most instances, the customer is still experiencing trouble because we have isolated it as non-Qwest trouble.

Regardless of what the customer reports or whether the line is testing good, if the trouble is Qwest related, the repair would be

closed to the appropriate 06* Code. Troubles caused by breakage or damage to Qwest plant or equipment should be coded to the item of plant that is affected (e.g., 01**, 02**, 03**, 04**, 05**, or 11**). If trouble is reported on the line, the line is testing good, the customer is no longer in trouble, and there was no work done to correct the problem, the repair would be closed to an appropriate 07** or 08** Code.

CPE Trouble. This applies when through remote testing or communication it is determined that the customer's trouble is beyond the Demarcation Point; the customer elects not to have a technician dispatched.	1310
Reported by Other. This applies when the trouble was reported by someone other than the subscriber and could result in a charge if a dispatch is made. No dispatch is made and the trouble is cleared out.	1320
Customer of Record Assist. This applies when we provide test assistance to subscribers or vendors. Relative to testing, this code should only be used in those circumstances where the test assist request is in the reporting narrative, which includes requests for line test only (LTO). Also includes assistance for activating/deactivating call forwarding or idle/make busy on the customer line when not related to other trouble conditions.	1330
Carrier/ISP Referral. This applies when the trouble involves an interexchange carrier or internet service provider (ISP) i.e., PIC code, WATS, LNP, etc., and the trouble is referred to the carrier/ISP. No billing is involved	1340
Carrier/Qwest ISP Referral. This applies when the trouble involves a Qwest Long Distance interexchange carrier issue and the trouble is referred to the Carrier/ISP.	1341
Carrier/ISP Trouble Report. This applies when the trouble involves an Enhanced Service Provider trouble report for features that they pay for on behalf of the customer, i.e., AOL, etc. No billing is involved.	1350
Customer of Record Instructions. This applies when the trouble is determined to be a lack of knowledge by the customer; we provide customer with instruction on feature use, order due dates, accurate dialing patterns, previous trouble report, etc. Note: This Code is not available for field technician use. Field technicians should charge to the appropriate field Codes (0752, 09 (NM), or 12), with a narrative reflecting the action.	1370
Alternate Provider /CLEC Splitters. This applies when the trouble has been isolated to the Alternate Provider equipment (central office (co) demarc) or location (CLEC splitters). This does not include those trouble reports dispatched to the field - field technicians would use a 12** Code for this type of activity. Also includes service order-related problems that are referred back to the Alternate Provider (Alternate Providers do not go through a market unit, they submit corrections and additions via a local service request (LSR)).	1380

Cause Codes

1** - Qwest Employee Caused

Trouble was caused by a Qwest employee or overlooked by an employee on a previous report such as pair reversed, loose connection, full money box, missing heat coil, CF not removed, etc. Includes those cases where the cause was clear, but the employee cannot be identified.

Field Technician	11*
Installation	110
Repair	112
Outside Plant Construction	113
Outside Plant Maintenance	114

Central Office	15*
Central Office work error	151
Frame work error	152
Physical work not completed	155
Retrofit/Upgrade	156
Growth jobs	157
Other -- requires narrative identifying the CO cause	150

Employee Unidentifiable	16*
Contractor caused	161
Qwest employee unidentifiable	160

Administration	17*
Engineering	171
Assignment	172
RCMAC	173
Advance Intelligent Network (AIN) Operations	174
Complex Translations	175
System flow-through errors (used with FL 1 Codes)	176
Wrong due date	177
Local Number Portability (LNP) Operations	178
Left In	179
Other	170

Market Unit/Order Activity	18*
Associated 10-digit dialing	181
Associated NPA splits	182
Data Omitted/Missing	183
Typographical error/inaccurate information	184
Service Order/Correction not processed	185
Incompatible features/feature duplication/feature overflow	186
Loaded/duplicate telephone number	187
Other	180

FL1 Codes: MAR = MARCH, GVL = Global Village Labs, NMA = Network Monitoring and Analysis, APR = APRIL, ISP = ISP, SCP = ISCP, SOA = ASMS-SOA, LSM = ASMS-LSMS, SPC = SPACE, NPC = NPAC, CNU = CNUM, PIC = Slamming

2** - Caused by Employee/Customer – Damage Claim

Cause Code series 200-229 has been designed specifically for damage claim reporting. These codes interact with the Automated Damage Claim Process, and should not be modified for local use.

A Damage Claim is required with any of the following Cause Codes:

Cut Drop/Cable	20*
Telephone contractor	201
Non telephone contractor	202
Gas	203
Electric	204
Cable TV	205
Sewer	206
Water	207
Customer	208
Government (i.e. City, County)	209
Other	200

Other Damage	21*
Vandalism - damage claim required	211
Non malicious damage	212
Theft	213
Gunfire/Explosives	214
Fire	215
Motor vehicles	216
Error/Misuse	217
Other	210

Damage by Qwest	22*
Damage by telephone employee	221

Other Customer Action	23*

Wire tap	232
Customer of record education	233
Customer of record request work to be done on regulated facilities and there is no trouble on the line. (i.e. changing out old style ni)	234
Trouble beyond the NI	230

Vendor Action	25*
Trouble caused by vendor, competitive local exchange carrier CLEC, or alternate provider.	251
Cable TV or satellite dish connection/equipment. Power company disconnecting drop when working on pole.	252
Line Sharing Loop Data Co-Provider Equipment whether in the Central Office or premise, includes trouble associated with Pots Splitters, DSLAM, Micro-filters or Modems, provided by the Co Provider for Asymmetrical Digital Subscriber Line (ADSL) Service	253
Joint Meets	254

23* and 25* Cause Codes are not part of the Damage Claim Process

3** - Caused by Qwest Plant

Plant or Equipment	3**
Worn, corroded, short, ground, cross, loose	310
Defective pair gain card	311
Defective pair gain batteries	312

4** - Caused by Weather

Weather	4**
Lightning, flood, wind, ice, heat, etc.	410

5** - Other Phenomena

Other Phenomena	5**
Fire	510
Insects	520
Rodents, birds, animals	530
Catastrophic event – COLORADO ONLY, VP APPROVAL. Extraordinary acts of nature and catastrophic events are intended to represent acts of nature or catastrophes where it is not physically possible to repair service in 24 hours	555
Trees, foliage	560
Commercial Power	570
Other (i.e., earthquake, landslide, volcano eruptions etc.)	500

6** - Other

Mandates (e.g., 10-digit dialing, North American Dialing Plan (NPA) splits, etc.)	610
Service Order	611
Routines, INCA tickets	612
Cut Over BSW only	613
Non-Qwest – customer action caused trouble report i.e. vendor, customer, child unplugged registration jack, opened up network interface, etc	614
Unknown	600

Current Revision Updates

01/10/07 – Additional Language added - New Mexico AFOR Order: Qwest is prohibited from collecting TIC, must isolate (without charge) and, must determine whether the trouble is on the LEC or customer side of the NI.

6/1/06 – Remove No Access – Other and updated outdated materials

1/17/05 – Add new Cause Code

10/28/04 – Update of Disposition Codes

09/08/03 – Update

06/14/02 – Initial release.