Interface Agreements
When we create a ticket for the NOC and dispatch a fiber crew simultaneously.
What is Dual Dispatch
Daily tasks are here.
What the assignments page?
The job type that prevents new outage orders from being created when an alarm triggers
What is a Planned Outage
How we notify a tech that we have assigned Y6 during his/her shift
What is make a phone call/ Positive Contact
The quickest way to determine if we have potential fiber events
What is check hourly for 100% offline nodes
The type or condition of the ticket we create when referring a non-impacting ticket to ISP
What is HazCon
Process information, and ROC policy updates are located here.
What is Chalk?
The time interval that we should call for an update once a tech arrives on site
What is 1 hour
The number of Y6s for a single customer in a 30 day period that requires a Tier 1 email
What is 2
A specialists should do this when there is no tech schedule in Lighthouse, and an outage needs to be assigned.
What is escalate to ROC Supervisor?
The INC relationship we use when an overrun ISP ticket caused alarms for the ROC
What is Caused By
Monitored Power Supply information can be found here.
What is Continuity?
This is claimed during outage triage.
What is the alarm ?
The SLA for CASH PASS Y6.
What is 2 hours
Where you find jobs that are out of SLA
What is the Aging Orders tab
The INC relationship we use when RSC assigns a ticket for an outage that we are already working
What is Duplicate of
Where we direct OSP to find processes that impact them
What is the OSP Reference Page on Chalk ?
Where you would look to see if there have been prior IRIS tickets for a node
What is the NOC Portal
The application that FTs use to submit a tech assist request
What is Techmobile ?
Where do you look to see the weather moving across our region?
What is the storm dashboard
A requirement for ROC to dispatch fiber for an Enterprise customer
What is a FT site visit to rule out power & equipment
What is an INC ticket assigned to the ROC
New WFM platform that will be in use 4/23
What is ASPECT?
The source of truth for determining if a node truly has call deflection in place
What is the IRIS Dashboard
The job type that we create when there are multiple Y6s for hard down or seriously degraded issues in a single node
What is Create a Y5 Unplanned Outage with CD
Where you look to see if all techs on shift have jobs assigned to them
What is the Team Routing Dashboard