Database Escalation Procedures; Access To Ndsc Analysts; Level One Escalation: Intrado; Level Two Escalation: Intrado - BellSouth E911 Owner's Manual

Wireless E911 Guide
Overview of E911
1.8

Database Escalation Procedures

The following procedures have been established for Wireless Carrier escalation of database related issues
to BellSouth / Intrado: (Examples of these issues are, but not limited to: MSAG problems, NPA / NXX
updates, etc.)
The initial trouble / problem referral made by the Wireless Carrier should go to the Intrado NDSC
Data Analyst. The escalation process will normally begin after a referral is made to the NDSC with
unsatisfactory or no resolution.
1.8.1

Access To NDSC Analysts

DIAL 1-888-584-3810, AT THE PROMPT, ENTER THE APPROPRIATE EXTENSION NUMBER.
1.8.2

Level One Escalation: Intrado

Data Opns SUPERVISOR (Kelley Thomson) extension 6269
1.8.3

Level Two Escalation: Intrado

Data Opns MANAGER (Mike Wallace) extension 6270
1-888-584-3810
1.8.4

Level Three Escalation: Bellsouth

BellSouth Wireless E911 Implementation Manager: (205) 321-4785
If the problem has not been resolved by Intrado or the problem has not been resolved to the customer's
satisfaction, the BellSouth Wireless E911 Implementation Manager should be contacted:
1. The BellSouth Wireless E911 Implementation Manager should be notified of the problem.
2. The BellSouth Wireless E911 Implementation Manager will involve the BellSouth
Address/911 Staff Support organization as required. All 911 / addressing issues should be
referred by the Wireless E911 Implementation Manager to the Address / 911 Staff.
3. The Address / 911 Staff Support group will investigate and resolve or escalate up to the highest
level necessary within BellSouth and / or Intrado. When the problem is resolved, A / 911
Staff Support will advise the Wireless E911 Implementation Manager who will notify the
customer of the resolution.
Page 8
CG-EWCG-001
Issue 3, January 6, 2004