The Hacker Crackdown Part 44

o Special Services Center (SSC) o Major Accounts Center (MAC) o Serving Test Center (STC) o Toll Control Center (TCC)

The SSC/MAC designation is used in this doc.u.ment interchangeably for any of these four centers. The Special Services Centers (SSCs) or Major Account Centers (MACs) have been designated as the trouble reporting contact for all E911 customer (PSAP) reported troubles.

Subscribers who have trouble on an E911 call will continue to contact local repair service (CRSAB) who will refer the trouble to the SSC/MAC, when appropriate.

Due to the critical nature of E911 service, the control and timely repair of troubles is demanded. As the primary E911 customer contact, the SSC/MAC is in the unique position to monitor the status of the trouble and insure its resolution.

System Overview ~~~~~~~~~~~~~~ The number 911 is intended as a nationwide universal telephone number which provides the public with direct access to a Public Safety Answering Point (PSAP). A PSAP is also referred to as an Emergency Service Bureau (ESB).

A PSAP is an agency or facility which is authorized by a munic.i.p.ality to receive and respond to police, fire and/or ambulance services. One or more attendants are located at the PSAP facilities to receive and handle calls of an emergency nature in accordance with the local munic.i.p.al requirements.

An important advantage of E911 emergency service is improved (reduced) response times for emergency services. Also close coordination among agencies providing various emergency services is a valuable capability provided by E911 service.

1A ESS is used as the tandem office for the E911 network to route all 911 calls to the correct (primary) PSAP designated to serve the calling station. The E911 feature was developed primarily to provide routing to the correct PSAP for all 911 calls. Selective routing allows a 911 call originated from a particular station located in a particular district, zone, or town, to be routed to the primary PSAP designated to serve that customer station regardless of wire center boundaries. Thus, selective routing eliminates the problem of wire center boundaries not coinciding with district or other political boundaries.

The services available with the E911 feature include:

Forced Disconnect Default Routing Alternative Routing Night Service Selective Routing Automatic Number Identification (ANI) Selective Transfer Automatic Location Identification (ALI)

Preservice/Installation Guidelines ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ When a contract for an E911 system has been signed, it is the responsibility of Network Marketing to establish an implementation/cutover committee which should include a representative from the SSC/MAC. Duties of the E911 Implementation Team include coordination of all phases of the E911 system deployment and the formation of an on-going E911 maintenance subcommittee.

Marketing is responsible for providing the following customer specific information to the SSC/MAC prior to the start of call through testing:

o All PSAP's (name, address, local contact) o All PSAP circuit ID's o 1004 911 service request including PSAP details on each PSAP (1004 Section K, L, M) o Network configuration o Any vendor information (name, telephone number, equipment)

The SSC/MAC needs to know if the equipment and sets at the PSAP are maintained by the BOCs, an independent company, or an outside vendor, or any combination.

This information is then entered on the PSAP profile sheets and reviewed quarterly for changes, additions and deletions.

Marketing will secure the Major Account Number (MAN) and provide this number to Corporate Communications so that the initial issue of the service orders carry the MAN and can be tracked by the SSC/MAC via CORDNET.

PSAP circuits are official services by definition.

All service orders required for the installation of the E911 system should include the MAN a.s.signed to the city/county which has purchased the system.

In accordance with the basic SSC/MAC strategy for provisioning, the SSC/MAC will be Overall Control Office (OCO) for all Node to PSAP circuits (official services) and any other services for this customer. Training must be scheduled for all SSC/MAC involved personnel during the pre-service stage of the project.

The E911 Implementation Team will form the on-going maintenance subcommittee prior to the initial implementation of the E911 system. This sub-committee will establish post implementation quality a.s.surance procedures to ensure that the E911 system continues to provide quality service to the customer.

Customer/Company training, trouble reporting interfaces for the customer, telephone company and any involved independent telephone companies needs to be addressed and implemented prior to E911 cutover. These functions can be best addressed by the formation of a sub- committee of the E911 Implementation Team to set up guidelines for and to secure service commitments of interfacing organizations. A SSC/MAC supervisor should chair this subcommittee and include the following organizations:

1) Switching Control Center - E911 translations - Trunking - End office and Tandem office hardware/software 2) Recent Change Memory Administration Center - Daily RC update activity for TN/ESN translations - Processes validity errors and rejects 3) Line and Number Administration - Verification of TN/ESN translations 4) Special Service Center/Major Account Center - Single point of contact for all PSAP and Node to host troubles - Logs, tracks & statusing of all trouble reports - Trouble referral, follow up, and escalation - Customer notification of status and restoration - a.n.a.lyzation of "chronic" troubles - Testing, installation and maintenance of E911 circuits 5) Installation and Maintenance (SSIM/I&M) - Repair and maintenance of PSAP equipment and Telco owned sets 6) Minicomputer Maintenance Operations Center - E911 circuit maintenance (where applicable) 7) Area Maintenance Engineer - Technical a.s.sistance on voice (CO-PSAP) network related E911 troubles

Maintenance Guidelines ~~~~~~~~~~~~~~~~~~~~~ The CCNC will test the Node circuit from the 202T at the Host site to the 202T at the Node site. Since Host to Node (CCNC to MMOC) circuits are official company services, the CCNC will refer all Node circuit troubles to the SSC/MAC. The SSC/MAC is responsible for the testing and follow up to restoration of these circuit troubles.

Although Node to PSAP circuit are official services, the MMOC will refer PSAP circuit troubles to the appropriate SSC/MAC. The SSC/MAC is responsible for testing and follow up to restoration of PSAP circuit troubles.

The SSC/MAC will also receive reports from CRSAB/IMC(s) on subscriber 911 troubles when they are not line troubles. The SSC/MAC is responsible for testing and restoration of these troubles.

Maintenance responsibilities are as follows:

SCC@ Voice Network (ANI to PSAP) @SCC responsible for tandem switch

SSIM/I&M PSAP Equipment (Modems, CIU's, sets) Vendor PSAP Equipment (when CPE) SSC/MAC PSAP to Node circuits, and tandem to PSAP voice circuits (EMNT) MMOC Node site (Modems, cables, etc)

Note: All above work groups are required to resolve troubles by interfacing with appropriate work groups for resolution.

The Switching Control Center (SCC) is responsible for E911/1AESS translations in tandem central offices.

These translations route E911 calls, selective transfer, default routing, speed calling, etc., for each PSAP.

The SCC is also responsible for troubleshooting on the voice network (call originating to end office tandem equipment).

For example, ANI failures in the originating offices would be a responsibility of the SCC.

Recent Change Memory Administration Center (RCMAC) performs the daily tandem translation updates (recent change) for routing of individual telephone numbers.

Recent changes are generated from service order activity (new service, address changes, etc.) and compiled into a daily file by the E911 Center (ALI/DMS E911 Computer).

SSIM/I&M is responsible for the installation and repair of PSAP equipment. PSAP equipment includes ANI Controller, ALI Controller, data sets, cables, sets, and other peripheral equipment that is not vendor owned. SSIM/I&M is responsible for establis.h.i.+ng maintenance test kits, complete with spare parts for PSAP maintenance. This includes test gear, data sets, and ANI/ALI Controller parts.

Special Services Center (SSC) or Major Account Center (MAC) serves as the trouble reporting contact for all (PSAP) troubles reported by customer. The SSC/MAC refers troubles to proper organizations for handling and tracks status of troubles, escalating when necessary.

The SSC/MAC will close out troubles with customer.

The SSC/MAC will a.n.a.lyze all troubles and tracks "chronic"

PSAP troubles.

Corporate Communications Network Center (CCNC) will test and refer troubles on all node to host circuits.

All E911 circuits are cla.s.sified as official company property.

The Minicomputer Maintenance Operations Center (MMOC) maintains the E911 (ALI/DMS) computer hardware at the Host site. This MMOC is also responsible for monitoring the system and reporting certain PSAP and system problems to the local MMOC's, SCC's or SSC/MAC's. The MMOC personnel also operate software programs that maintain the TN data base under the direction of the E911 Center. The maintenance of the NODE computer (the interface between the PSAP and the ALI/DMS computer) is a function of the MMOC at the NODE site. The MMOC's at the NODE sites may also be involved in the testing of NODE to Host circuits.

The MMOC will also a.s.sist on Host to PSAP and data network related troubles not resolved through standard trouble clearing procedures.

Installation And Maintenance Center (IMC) is responsible for referral of E911 subscriber troubles that are not subscriber line problems.

E911 Center - Performs the role of System Administration and is responsible for overall operation of the E911 computer software. The E911 Center does A-Z trouble a.n.a.lysis and provides statistical information on the performance of the system.

This a.n.a.lysis includes processing PSAP inquiries (trouble reports) and referral of network troubles. The E911 Center also performs daily processing of tandem recent change and provides information to the RCMAC for tandem input.

The E911 Center is responsible for daily processing of the ALI/DMS computer data base and provides error files, etc. to the Customer Services department for investigation and correction.

The E911 Center partic.i.p.ates in all system implementations and on-going maintenance effort and a.s.sists in the development of procedures, training and education of information to all groups.

Any group receiving a 911 trouble from the SSC/MAC should close out the trouble with the SSC/MAC or provide a status if the trouble has been referred to another group.

This will allow the SSC/MAC to provide a status back to the customer or escalate as appropriate.

Any group receiving a trouble from the Host site (MMOC or CCNC) should close the trouble back to that group.

The MMOC should notify the appropriate SSC/MAC when the Host, Node, or all Node circuits are down so that the SSC/MAC can reply to customer reports that may be called in by the PSAPs. This will eliminate duplicate reporting of troubles. On complete outages the MMOC will follow escalation procedures for a Node after two (2) hours and for a PSAP after four (4) hours. Additionally the MMOC will notify the appropriate SSC/MAC when the Host, Node, or all Node circuits are down.

The PSAP will call the SSC/MAC to report E911 troubles.

The person reporting the E911 trouble may not have a circuit I.D. and will therefore report the PSAP name and address. Many PSAP troubles are not circuit specific. In those instances where the caller cannot provide a circuit I.D., the SSC/MAC will be required to determine the circuit I.D. using the PSAP profile. Under no circ.u.mstances will the SSC/MAC Center refuse to take the trouble.

The E911 trouble should be handled as quickly as possible, with the SSC/MAC providing as much a.s.sistance as possible while taking the trouble report from the caller.

The SSC/MAC will screen/test the trouble to determine the appropriate handoff organization based on the following criteria:

PSAP equipment problem: SSIM/I&M Circuit problem: SSC/MAC Voice network problem: SCC (report trunk group number) Problem affecting multiple PSAPs (No ALI report from all PSAPs): Contact the MMOC to check for NODE or Host computer problems before further testing.