Using Your Escalation List

You should have an escalation list for all of your carriers for both provisioning and trouble reporting issues (these are generally different departments within carriers and have unique escalation procedures). The escalation list is a list of names and numbers. You start with the lowest person on the totem pole and work your way through the list until you talk to someone who can help you manage your problem.

 Remember  Carriers have a hierarchy of technicians that receive trouble issues as they are escalated. I would like to say that this is the same with orders, but, unfortunately, the opposite is true. Escalating up the chain of command in provisioning will generally connect you with people that have more responsibility, but less knowledge of how to actually get things done. In the end, they will simply walk down the hall to the person you chatted with first. Of course, sometimes raising the visibility of a problem is all you need to do to get it worked at your desired level of urgency.