When reporting a trouble to TCO’s customer service center, please have the following information available:

For Switched Outbound Long Distance

• Results of the 700 test (Dial 1-700-555-1212, then listen for carrier)
• Do other calls complete using the 1010xxx dial around?
• Call examples provided with the following info:
  • Date and time of call (must be within past 24 hours)
  • Originating number (Called-from number)
  • Terminating number (Called-to number)
  • Detailed description of trouble being reported (i.e., fast busy, dead air, static, noise, etc.)
  • The recording received, if any, including the trailer (end) message.

For Switched Inbound (8XX)

• Does the Ring To Number work when dialed directly?
• Are there special features on the 8xx number (i.e., area code blocking, area code routing, time of day routing, etc.)?
• Call examples provided with the following info:
  • Date and time of call (must be within past 24 hours)
  • Originating number (Called-from number)
  • Terminating number (Called-to number)
  • Detailed description of trouble being reported (i.e., fast busy, dead air, static, noise, etc.)
  • The recording received, if any, including the trailer (end) message.

For Dedicated Circuits for Long Distance or 8XX

• Circuit ID number
• If traffic can be rerouted, do calls complete over the other carrier?
• Call examples provided with the following info:
  • Date and time of call (must be within past 24 hours)
  • Originating number (Called-from number)
  • Terminating number (Called-to number)
  • Detailed description of trouble being reported (i.e., fast busy, dead air, static, noise, etc.)
  • The recording received, if any, including the trailer (end) message.

For Dedicated Circuits for Private Line or DIA

• Circuit ID number
• Detailed description of trouble being reported, including circuit state and any alarm conditions.

For VoIP Line Issues

• Results of the 700 test (Dial 1-700-555-1212, then listen for carrier)
  • Originating number (Called-from number)
  • Terminating number (Called-to number)
  • The recording received, if any, including the trailer (end) message.
  • Detailed description of trouble being reported (i.e., fast busy, dead air, static, noise, etc.)
  • Is trouble constant or intermittent?
  • Date and time of call

For VoIP 800 Number Issues

• Does the Ring To Number work when dialed directly?
• Are there special features on the 8xx number (i.e., area code blocking, area code routing, time of day routing, etc.)?
• Call examples provided with the following info:
  • Date and time of call (must be within past 24 hours
  • Originating number (Called-from number)
  • Terminating number (Called-to number)
  • Detailed description of trouble being reported (i.e., fast busy, dead air, static, noise, etc.)
  • The recording received, if any, including the trailer (end) message.

For VoIP Trouble/Crackling on the Line

• Originating number (Called-from number)
• Terminating number (Called-to number)
• Date and time of call
• Is trouble constant or intermittent?