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.
The SSC/MAC will track the status of reported troubles and escalate as appropriate. The SSC/MAC will close out customer/company reports with the initiating contact. Groups with specific maintenance responsibilities, defined above, will investigate "chronic" troubles upon request from the SSC/MAC and the ongoing maintenance subcommittee.
All "out of service" E911 troubles are priority one type reports. One link down to a PSAP is considered a priority one trouble and should be handled as if the PSAP was isolated.
The PSAP will report troubles with the ANI controller, ALI controller or set equipment to the SSC/MAC.
NO ANI: Where the PSAP reports NO ANI (digital display screen is blank) ask if this condition exists on all screens and on all calls. It is important to differentiate between blank screens and screens displaying 911-00XX, or all zeroes.
When the PSAP reports all screens on all calls, ask if there is any voice contact with callers. If there is no voice contact the trouble should be referred to the SCC immediately since 911 calls are not getting through which may require alternate routing of calls to another PSAP.
When the PSAP reports this condition on all screens but not all calls and has voice contact with callers, the report should be referred to SSIM/I&M for dispatch. The SSC/MAC should verify with the SCC that ANI is pulsing before dispatching SSIM.
When the PSAP reports this condition on one screen for all calls (others work fine) the trouble should be referred to SSIM/I&M for dispatch, because the trouble is isolated to one piece of equipment at the customer premise.
An ANI failure (i.e. all zeroes) indicates that the ANI has not been received by the PSAP from the tandem office or was lost by the PSAP ANI controller. The PSAP may receive "02" alarms which can be caused by the ANI controller logging more than three all zero failures on the same trunk. The PSAP has been instructed to report this condition to the SSC/MAC since it could indicate an equipment trouble at the PSAP which might be affecting all subscribers calling into the PSAP. When all zeroes are being received on all calls or "02" alarms continue, a tester should analyze the condition to determine the appropriate action to be taken. The tester must perform cooperative testing with the SCC when there appears to be a problem on the Tandem-PSAP trunks before requesting dispatch.