Using general etiquette
Reviewing types of calls
Focusing on carrier-level problems
Understanding the many types of call treatments
Managing and monitoring your trouble tickets
Troubleshooting international calls and faxes
The one thing I can guarantee about your phone service is that there will be a day when it won’t work. The problem might be minor and short lived, or all encompassing and last for days. If the problem doesn’t affect everyone in your area, the speed at which it’s resolved is based on how quickly you provide accurate information to your carrier. The carrier might be unaware of any problem in your area until you report it.
This chapter covers the structure of the trouble-reporting network within your carrier, to help you understand what information the carrier needs.
I also walk you through the basic information that telecom companies use to isolate problems, including a general overview of all the responsible parties handling a call. I explain how to determine whether you should report a problem as a dedicated or switched issue. Finally, I cover some tips on managing and tracking your issues.
Tip If you aren’t used to dealing with phone problems, it can be a very stressful and frustrating process. These conditions sometimes make people aggressive and emotional, two traits that don’t help you as you resolve these issues with your carrier. As you go through the troubleshooting process, try to build goodwill with the carrier’s representatives. They might run you through an automated system that takes two hours before you get to speak to a technician, but if the technician likes you when you finally do get to chat, he or she might let you call directly the next time. On the other hand, if you call the carrier with an attitude and venom in every word, the representative might be less than compassionate or concerned about the outcome of your problem.