C

cabling. See also specific cables

dedicated service requirements, 58

setup for dedicated circuit, 60

straight-through versus crossover, 277–278

call blocking

international calls and, 31, 52

from pay phones, 75

with PBX systems, 31

toll-free service errors and, 69

call detail record (CDR), defined, 102

call duration

connect signals and, 106

incremental billing and, 96–97

call examples

fabricating from Canada, Alaska, and Hawaii, 255–256

providing multiple, 228–229

troubleshooting and, 227–228

call processing busy (CPB) state, 269

call quality

dedicated circuit problems with, 263–265

switched phone system problems with, 224–227

call treatment, identifying, 222–227

call type diagrams, troubleshooting with, 218–219

call volume, analyzing, 24

Caller ID, for dedicated circuits, 81

calling card fraud, preventing, 39–40

calls

billing old, 107

blocking international, 52

categories of, 46

checking for duplicate, 104–105

checking for hung, 104

checking for overlapping, 105–106

comparing switched with dedicated circuit, 216–218

handling concurrent VoIP, 317

inability to be completed as dialed, 222

international, 50–51

interstate, 49

intrastate, 48–49

local, 46–47

local toll, 48

local versus long-distance, 43

making international, 51–52

misdialed, toll-free service and, 68–69

to outlying areas, 49–50

resolving harassment, 335–336

routing, 222

ship-to-shore and shore-to-ship, 52

tracking in PBX systems, 30–31

troubleshooting inbound long-distance, 214

troubleshooting local, 214–215

troubleshooting outbound long-distance, 213

trunk group options, 139–140

Canada, troubleshooting toll-free calls from, 253–256

Carrier Facilities Assignment (CFA) document

importance of, 329–330

ordering customer-provided local loops and, 154–155

Carrier Facilities Assignment (CFA) point, looping, 283–284

carrier failure (CFL) state, 270–271

carrier hotels, using, 158

carrier identification codes (CICs)

changing long-distance carriers and, 124–125

understanding, 330

carrier sales reps. See sales force

carrier troubleshooting departments

identifying call treatment to, 222–227

providing call examples to, 227–228

using, 220–221

carrier-provided local loops, ordering, 150–152

carriers. See also local carriers; local exchange carriers (LECs); long-distance carriers

fraud and, 37–38

handling billing disputes with, 108–110

handling standard interval messages from, 335

identifying toll-free responsibilities of, 186

incumbent local exchange, 11–12

local, 11

long-distance, 12–13

narrowing down problems with, 219–220

overview, 10

participating in hot cut phone call, 184

PBX systems and, 30

planning for system expansion with, 21

reasonable expectations of employees of, 333–334

sales force for, 17–18

on technical cut sheet, 161

value of noticing smaller, 334

casual dialing. See dial-around codes

Cat 5e jacks, making female loopback plugs and, 344

CDR (call detail record), defined, 102

CD-ROM billing, 103. See also invoices

central office (CO)

local loop pricing and, 147–148

local loops and, 147

overview, 56

Centranet

changing long-distance carriers with, 121–127

overview, 27–28

Centrex

changing long-distance carriers with, 121–127

overview, 27–28

CFA (Carrier Facilities Assignment) document

importance of, 329–330

ordering customer-provided local loops and, 154–155

CFA (Carrier Facilities Assignment) point, looping, 283–284

CFL (carrier failure) state, 270–271

chan term (channel termination), local loop pricing and, 147, 148

channel banks

dedicated service requirements, 58

overview, 32–33

channel service unit (CSU)

dedicated service requirements, 59

generating loops with, 33

loopability of, 61

looping, 274–279

understanding, 329

channels

activating during installation, 203

activating individual at installation, 203

B and D, 141–142

in CPB state, 269

in DMB state, 270

in idle state, 269

in RMB state, 269–270

CICs (carrier identification codes)

changing long-distance carriers and, 124–125

understanding, 330

CIR (committed information rate), PVCs and, 303–304

circuit failure, understanding, 265–266

circuit ID

on CFA, 155

on DLR, 156

on technical cut sheet, 161

circuit snapshot, opening trouble tickets and, 268

circuits. See alsospecific circuits

in CFL state, 270–271

checking aggregate costs and minutes per, 91

identifying tested, 286–287

in IMB state, 270

intrusively testing, 274–279

Class 5 (local services) switch, function of, 56

Class 4 (long-distance) switch, function of, 56

clipping

troubleshooting, 225

VoIP service and, 322

CLLI code

on CFA, 155

on DLR, 156

ordering customer-provided local loops and, 153

CO (central office)

local loop pricing and, 147–148

local loops and, 147

overview, 56

codecs, VoIP voice conversion and, 315–317

colo providers, locating, 158–159

committed burst rate (B_c), PVCs and, 304

committed due date

on DLR, 156

on FOC document, 152

committed information rate (CIR), PVCs and, 303–304

concurrent VoIP phone calls, handling, 317

conference bridge, function of, 184

configuration

installation problems with, 206

on technical cut sheet, 162

understanding dedicated circuit, 134

validating DNIS, 290–291

connect signals, incurring charges and, 106

connectivity, installation problems with, 205

continuity problems, troubleshooting, 206–207

contracts

importance of storing, 89–90

limiting length of, 40

migrating request rejections and, 175

costs

of becoming RespOrg, 77

evaluating data transfer, 296

of expediting local loop orders, 150

of fraud, 37

of international calls, 51

of interstate versus intrastate calls, 49

ISDN, 143

least cost routing and, 41–42

of local calls, 47

of local loop elements, 147–148

negotiating, 40–41

negotiating per-minute, 95–102

pay phone surcharges, 75–77

of PBX systems, 31

of private lines, 298–299

reviewing on invoice summary pages, 91–95

of ship-to-shore and shore-to-ship calls, 52

switched versus dedicated comparisons, 36–37

of toll-free calls, 178

understanding dedicated phone system, 35–36

understanding switched phone system, 34–35

CPB (call processing busy) state, 269

CPE (Customer Premise Equipment), understanding, 29

credits

expecting after outages, 332

requesting after fraud discovery, 332

reviewing on invoice, 90–91

crimping devices, making loopback plugs and, 344

cross talk, billing and, 107

Cross-connect, ordering, 159–160

crossover cables, versus straight-through, 277–278

CSU (channel service unit)

dedicated service requirements, 59

generating loops with, 33

loopability of, 61

looping, 274–279

understanding, 329

customer care center (long-distance carrier), troubleshooting assistance from, 22

Customer Premise Equipment (CPE), understanding, 29

customer service

dialing local carrier, 115

maintaining responsibility of local carrier, 241

troubleshooting with, 220–221

customer-provided local loops

ordering, 152–153

responsibility for, 154

understanding DLR for, 155–156

using MMR for, 156–157