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<br />ilrrfJ(f!lfl E~)T ~ <br /> <br />Trouble Reporting Procedures for E911 <br /> <br />Reports of trouble or malfunctioning hardware or software for the individual <br />workstations, handsets or CPE are made by the individual PSAPs to the appropriate <br />Telephone Company (Southwestern Bell, GTE or Century) that provides the PSAP with <br />service via the respective 800-number. If the trouble is associated with receipt or lack of <br />receipt of ALl response on 9-1-1 calls, the PSAP calls SCC at 1-877-856-7504. <br /> <br />The Centralized Reporting Center for the Telco and/or SCC will receive the trouble <br />report, provide the PSAP with a ticket number and then refer the report to a service <br />representative who will attempt to correct the problem. The PSAP reporting the trouble <br />must record the date, time, nature of trouble, ticket number and their name in the <br />Trouble Log Book. <br /> <br />If a PSAP reports that all positions are down and they are unable to take calls, the duty <br />supervisor and the service manager must be notified. Please verify if alternate routing is <br />working. In all cases if all positions are logged off, calls are rerouted to the 7 digit PSAP <br />number. At this time the PSAP should notify their CAPCO System Analyst or CAPCO <br />Emergency Services Director. <br /> <br />The following Circuits are used for their Perimeter MIS application. This is their real <br />time ACD reporting system. If a report is received on any of these circuits, they should <br />be referred to Southwestern Bell as described above. <br />32.fdpa.406378 32.fdpa.406373 32.fdpa.406374 32.fdpa.406375 <br />32.fdpa.406376 32.fdpa.406377 32.fdpa.406378 <br /> <br />Should there be any question regarding the reporting of trouble, timeliness in correcting <br />the trouble the PSAP should contact their CAPCO System Analyst or CAPCO <br />Emergency Services Director. <br />