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 FCCÕs 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 TechnicianÕs 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 ÒNo AccessÓ 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 Ð 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 Ð 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 Ð 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 Ð 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 Ð 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 Ð 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 Ð 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 recordÕs 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) Ð unable to isolate or clear trouble, laid temporary drop.

0408

.

 

Copper Cable

041*

Intermittent/Came clear Ð Intermittent came clear or suspects construction or splicing activity. Used when the problem was isolated to the cable, but disappears.

0410

Cable Ð 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 Ð 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 Ð 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 Ð requires narrative identifying what action was taken to clear the reported trouble. Do not use for no trouble found (NTF) situations Ð 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 Ð 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 Ð 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 Ð requires narrative identifying what miscellaneous action was taken to clear the reported trouble. Do not use for no trouble found (NTF) situations Ð 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, 3rd Party

064*

Service denied, suspended, or disconnected by service order; also including reports generated on the wrong number, 3rd 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 Ð No Field Visit

Applies when testing indicates no problem currently exists on the customer of recordÕs 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 Ð 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, ÐLRAC 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