Trouble Administration Guide - Frontier Communications

Frontier Trouble Administration Policies and Procedures Guide
NOTE: If the Carrier replies with “No Action” in the Close Out Verification field, Frontier will treat this as
no response and close the ticket after the allotted 72 hours.
Requesting Vendor Meet While Denying Ticket Closure
When the Carrier responds with any of the denied response, during the Verify Repair Complete
process, they can also request a vendor meet at the same time. This is done by populating the
“Close Out Narrative” field with “Vendor Meet Requested,” entering the Trouble Clearance Person’s
name and phone, and calling MCO 888-637-9620 to schedule the vendor meet. This response only
alerts Frontier of your intention for a vendor meet, you must call to schedule.
SAMPLE: VERIFY REPAIR COMPLETE
1. From the Work List, click the radio button that corresponds to the Trouble Report Request that
requires the Verify Repair Completion Request.
2. Execute the Ticket > Verify Repair Completion menu command. This opens the Verify Repair
Completion Request page screen shown below:
3. Populate the relevant fields to either approve the ticket closure (Verified) or deny the closure
because there is still an issue.
Note: To request a Vendor Meet, enter “Denied” in the Close Out Verification field and enter “Vendor
Meet Requested” in the Close Out Narrative field.
4. Click Submit.
NOTE: If the ticket closure is approved (Verified), the AVC returned from the Trading Partner will change
the ticket status to Closed.
If the ticket closure is denied, the AVC returned from Frontier will change the ticket’s state to
Open/Active with status Screening on the AVC and the ticket will remain open.
Frontier Business Rules - Verify Repair Completion Request
Frontier only supports “Verify Repair Completion Request” activity on trouble ticket reports for
designed circuits.
40 Closing Tickets/Verify Repair Complete | Frontier Communications