Mother of all Trouble Tickets

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Below is the detail of a problem I had at work with my phone which I felt had some great technical confusion. I have x'd out my number for privacy...

Incident Ticket Lookup

Ticket: P8923038
Status: vendor

Contact Information
Name:
MARC SCHOENFELD

Phone:
xxxxxx8121

Address:

City:
SAN FRANCISCO

State:
CA

Mail Code:
CA5-704-05-23

Details
Severity:
3 - Low

Priority:
5 - Two to Four Weeks

Date Occurred:
8/4/2006 11:27 EDT

Last Update:
8/10/2006 16:19 EDT

Category:
voice

SubCategory:
line

Product Type:
other

Incident Type:
restricted

Description:
voice / unable to dial 843 720 / xxxxxx8121

Actions Taken:
08/10/06 17:19:00 Canada/Atlantic (lori.benoit):
Time zone: Canada/Atlantic .........
QWEST DOESNT DO CALIFORNIA
08/10/06 16:36:58 Canada/Atlantic (craig.green):
08/10/06 16:36:10 Canada/Atlantic (cassandra.reynolds):
Time zone: Canada/Atlantic .........

08/10/06 16:35:13 Canada/Atlantic (cassandra.reynolds):
Time zone: Canada/Atlantic .........
called Yolanda and she said that pic 0432 is blocked
08/10/06 16:27:22 Canada/Atlantic (cassandra.reynolds):
Time zone: Canada/Atlantic .........
Yolaunda / Att, left vm, saying that issue with ld, needs to go to Qwest to find out why there is a block on the line
08/10/06 12:59:26 Canada/Atlantic (cassandra.reynolds):
Time zone: Canada/Atlantic .........
SWBELL/JERRY/ TKT RF019124
08/10/06 10:12:53 Canada/Atlantic (craig.green):
08/09/06 17:01:29 US/Pacific (sheila.shener):
Time zone: US/Pacific .........
Sent email to Cassandra Reynolds asking her to follow up.
08/09/06 16:43:57 US/Pacific (sheila.shener):
Time zone: US/Pacific .........
Justin Davis/MCI asked me to take a look at this trouble. SBC shows xxx-xxx-8121 is PICd to 0432 Bell South/Qwest. A trouble ticket needs to be opened with SBC/ATT telco. Have SBC make test calls/check routing call from xxxxxx-8121 and 8122 to 843-720-4905. We had a issue with 415-622-XXXX centrex numbers. The numbers were PIC'd to 0432 Bell South/Qwest but there is routing in the central office that bypassed the PIC code and send the calls to a trunk group that was sending the calls to MCI and the calls were being blocked because of casual billing. We need to see if this is the same issue. If it is, we will need to have MCI add xxx-xxx-8121 & 8122 to an account. We need to provide this information to Mary Friel/Carrier Services.
08/07/06 12:19:14 Canada/Atlantic (cassandra.reynolds):
Time zone: Canada/Atlantic .........
08/07/06 12:19:08 Canada/Atlantic (cassandra.reynolds):
Time zone: Canada/Atlantic .........
called MCI / Ann / showing that there is a block on that # / NO ACCT BUILT FOR THAT # / called Justin D. left vm
08/07/06 10:54:01 Canada/Atlantic (craig.green):
Time zone: Canada/Atlantic .........
08/07/06 10:53:55 Canada/Atlantic (craig.green):
08/04/06 15:14:07 Canada/Atlantic (craig.green):
Time zone: Canada/Atlantic .........
BP CALLED BACK AND ADVISED THAT HE TRIED THE 700# ON HIS OTHER LINE , THE # IN TROUBLE IS xxxxxx8121. WHEN DIALING THE 700# ON THIS LINE, GETTING A MESSAGE THAT SAYS, TOLL SERVICE IS BLOCKED, ON 8122(ROLL OVER LINE)
IT WORKS FINE.
08/04/06 15:02:49 Canada/Atlantic (craig.green):
Time zone: Canada/Atlantic .........
08/04/06 15:02:13 Canada/Atlantic (craig.green):
Time zone: Canada/Atlantic .........
Contacted BP - Marc
he called 700# and got a message that LD carrier is MCI
08/04/06 14:13:52 Canada/Atlantic (dorothy.robinson):
Time zone: Canada/Atlantic .........
e-mailed analyst to advise
call bp and ask them to call 700 555 4141 or 0, 0 to see who the LD carrier is
08/04/06 14:06:26 Canada/Atlantic (dorothy.robinson):
Time zone: Canada/Atlantic .........
LCI international and there is a freeze on the line and will require a service order to change the long distance carrier and the PIC code
and was advised there was a change on the line
I called ATT business Office and spoke to vincent and he advised that he could not see any changes
He advised LCI is the same as Qwest LD
08/04/06 13:52:16 Canada/Atlantic (dorothy.robinson):
Time zone: Canada/Atlantic .........
Pac Bell called back that this is piced to LCI
08/04/06 13:44:50 Canada/Atlantic (dorothy.robinson):
Time zone: Canada/Atlantic .........
08/04/06 13:38:14 Canada/Atlantic (dorothy.robinson):
Time zone: Canada/Atlantic .........
RF018984
08/04/06 13:36:18 Canada/Atlantic (dorothy.robinson):
Time zone: Canada/Atlantic .........
called Pac Bell to see who line is PICed to
08/04/06 13:34:38 Canada/Atlantic (dorothy.robinson):
Time zone: Canada/Atlantic .........
called Pac Bell spoke to albert
08/04/06 12:31:14 Canada/Atlantic (craig.green):
Time zone: Canada/Atlantic .........
08/04/06 12:31:09 Canada/Atlantic (craig.green):
08/04/06 12:30:48 Canada/Atlantic (craig.green):
Time zone: Canada/Atlantic .........
1) Description of Problem: voice / unable to dial 843 720 / xxxxxx
BP STATES THAT WHEN TRYING TO DIAL 843 720 4905, HE GETS A MESSAGE SAYING THE TOLL SERVICE IS BLOCKED.
2) What is the line of business: (ex: Fleet, Banking Center) GCIB Finance
3) How many devices and associates are impacted? 1
4) When was the last time this worked and has anything changed? first time trying this #, able to dial from other phones
5) Did the site lose power and is utility work going on in the area? no
6) Does the device have lights, dial tone, etc.? yes
7) What happens when you dial the phone number in question ? (busy signal, ring once only, intercept message, voice mail, completed call) completes
8) Special Instructions for the service provider/tech: BP IS ABLE TO DIAL FROM THE PHONE NEXT TO HIM AND IT COMPLETES.
9) Equipment Type (phone, hub, switch, jack, phone color) NORTHERN TELECOM - MERIDIAN NT4X37 PHONE SET - BLACK IN COLOR
10) Site Id: (if applicable) none
11) Equipment Location (room/floor/building/jack #/street address/City/State/Zip if different than caller?s location) 5TH FLOOR
12) Site Access Hours / Business Hours: (secured site yes/no) 8-5
13) Name of Vendor Dispatched: TO FOLLOW
14 Vendor Ticket Number: TO FOLLOW
15) ETA of vendor to site: (mm/dd/yy and military time converted to Eastern Time) NA
16) Is someone available after hours to facilitate vendor entry? NO

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