[VoiceOps] Remote LEC Support

[Mary Lou Carey]

The only way to effectively troubleshoot in my book is to get everyone 
on the phone at the same time so you can test end to end. It often takes 
an act of God to make that happen, but that's always what I ask for 
because putting a trouble ticket in on the end-user side of the house 
when it's a routing issue is pointless 90% of the time.

I've run into routing issues a lot in the last couple of months and the 
most frustrating part is always trying to get to the right person. I 
told NANPA that someone needs to address routing contacts with the 
industry because many carriers (especially the big guys) don't have any 
contact information in the LERG. That's just ridiculous when routing 
problems occur on a daily basis. They suggested I write a letter to 
request to the CIGGR group and ask them to address it so I have that on 
my to-do list. If anyone else would like to add their name to my letter 
I'd be happy to include you.


MARY LOU CAREY
BackUP Telecom Consulting
Office: 615-791-9969
Cell: 615-796-1111

On 2022-04-26 07:05 AM, Shawn L via VoiceOps wrote:
> Not in my experience.  It's kind of amazing when you get far enough to
> actually open a ticket.  Usually I get one or more of the following,
> in random order
> 
>   - This is the wrong place, I'll transfer you
>   - This is the wrong place, I'm not sure where the right place is
> <click>
>   - You're sending the traffic to the wrong place.  It should go to
> XXX, but XXX says it should go to YYY.
>   - huh.  You're right, I'll open a ticket
>   - You opened a ticket?  I can't find any record of it.
>   - Yes, I see your ticket.  It doesn't look like anyone's looked at
> it yet.
> 
> Generally smaller places seem to be more responsive.  There was also a
> time when once you got to know someone at a remote tandem you could
> just call them directly and work the problem.  Not so anymore.  I've
> also heard stories of staffing issues (your ticket hasn't been looked
> at because there's not one at the midwest desk today), etc. but who
> knows.
> 
> On Mon, Apr 25, 2022 at 3:48 PM Mike Hammett <voiceops at ics-il.net>
> wrote:
> 
>> Are any of the larger operators on the other side of a tandem switch
>> worth a darn to get support on a current issue through?
>> 
>> I put in a ticket with Frontier (tandem operator), but almost all of
>> the time, they end up just saying that they opened a ticket with the
>> operator on the other side (which I already knew had problems) and
>> then wait for resolution. For my troubles, I get to wait another
>> several hours.
>> 
>> -----
>> Mike Hammett
>> Intelligent Computing Solutions
>> http://www.ics-il.com
>> 
>> Midwest Internet Exchange
>> http://www.midwest-ix.com
>> 
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