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 analyze 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 classified 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 assist 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 analysis and provides statistical information on the performance of the system.
This analysis 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 participates in all system implementations and on-going maintenance effort and assists 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 circumstances 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 assistance as possible while taking the trouble report from the caller.