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        A

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Access

The ability to use (or gain entry to) another entity or system. In networking, the method, circuit, or facility used to enter a network. Defines the physical facility and associated communications protocol procedure for connecting a user's communication equipment to a network service provider location. Includes the ability to enter a network, or the process by which a user obtains bandwidth to establish a connection (e.g., Frame Relay, ISDN).

Access Diversity

Two or more access methods (circuit or facility) used to enter the network, furnished partially or entirely over two physically separate routes, which serves to prevent a total loss of service if one cable gets cut or goes out.

ACPOC

Alternate Customer Point of Contact.

ACSS

Advanced Client Support System.

Active Org

Code identifying the GCSC work center responsible for resolving the trouble or request.

Asset

A network entity supported by AT&T from a trouble ticketing point of view. An asset could be equipment, such as a PBX switch or router; a virtual entity, such as a circuit or IP address; or a software application.

Asset ID

The unique identifier of the asset. If not entered, the system will default to 'UNKNOWN'.

For Hosting users, the Asset ID is the Site ID. For MIS/PNT service, the Asset ID is an IP address.

For other services, Asset IDs have the following naming schema:

CC	=	Country Code (2 alpha characters)
AAAA	=	Unique Network Acronym/GRUA (MOW) (4 alpha characters)
ccc	=	City Code (3 alpha characters)
SS	=	State/Province Code (2 alpha characters or a dash "--" when a state or province cannot be applied; no other special characters areallowed)
II	=	Equipment Instance (2 alphanumeric sequence, used as required by your implementation)
E	=	Equipment Type/Usage (1 alpha character—see below)

All components of the name standard are required. The total length is 14 characters.

Note: Managed Security Service ONLY adds on the following two parameters:

ooo	=	Offer being supported (3 alpha characters)
fffff	=	(up to 5 characters that represent the features on the device)

Equipment Type/Usage:

A	ATM Switch
F	ATM Switch – Fore
E	Call Directory or Code Activated Switching Devices
U	CSU/DSU generic for all types of Data Service Unit/Channel Service Unit
N	Encryptors
M	Firewalls – Server based, Router based, Pix based, MIDS, etc.
D	Frads
G	Gateway – IPSec Gateways, Cisco Gateways, Voice Gateway, Voice Gatekeeper, etc.
K	IMA box – Kentrox
L	LAN Hub – Ethernet or Token Ring
O	Modem – generic for all types of conversion machine devices
B	PBX devices – generic for all types
P	Probe
Z	Router – Critical to the Customers Business
H	Router – Hub or Headquarters
W	Router – Internet Data Center Managed
I	Router – ISDN only Router or Router with OOB circuits or Catcher (acts as back up)
R	Router – Spoke or Single Site or Remote
V	Router – Vanguard
C	Switch – Catalyst specific
S	Switch – generic for all types of switching devices that connects material coming in with an appropriate output.
X	Xedia

Asset Priority

Indication of the priority of returning an asset to service.

Asset Type

The type of asset associated with a ticket. Possible values are: Circuit, Equipment, Software, UNKNOWN, Network Element, and Telephone.

ATM

Asynchronous Transfer Mode. A dedicated-connection switching technology that organizes digital data into cells or packets and transmits them over a medium using digital signal technology. Individual cells are processed at irregular intervals and are queued before being multiplexed over the line, thus speeding up information transfer. ATM technology can transmit a large quantity of data, voice, and video over fiber-optic networks simultaneously. Because ATM is designed to be easily implemented by hardware (rather than software), faster processing speeds are possible.

Automatically Generated

A ticket that is created automatically via an Element Management System (EMS) that detected a fault. Ticket Type = Auto-Detect and Reported Request Type = Fault

        B

Bandwidth (Speed)

The range of frequencies that can be passed over a circuit. Generally, the greater the bandwidth, the more information that can be sent over a circuit in a given amount of time.

BD

AT&T BusinessDirect.

BD LDAP

AT&T BusinessDirect Lightweight Directory Access Protocol.

BRD

Business Requirements Document.

Browser

A client software that is used for looking at World-Wide Web resources. Examples of browsers are Netscape Navigator and Microsoft Internet Explorer.

BusinessDirect

AT&T BusinessDirect^SM is a platform that provides one-stop shopping for AT&T Data and Voice business customers. AT&T BusinessDirect's collection of hosted applications provides such customer self-servicing features as ordering, reporting, ticketing, bill inquiry, and usage tracking. Instead of customers needing a separate login/password for each application, AT&T BusinessDirect provides a common access platform. In addition, AT&T BusinessDirect lets the customer use more than one application at a time.

Business Voice over IP (BVoIP)

Voice over Internet Protocol (VoIP) service provided to AT&T's business customers.

BVoIP LAN Device Down

A BVoIP trouble type indicating that a Managed LAN Device is not operational.

BVoIP Managed LAN Device

An AT&T managed probe that collects VoIP call quality records for troubleshooting and reporting. Also known as Voice Quality Monitor.

BVoIP Managed Router

A device which connects a BVoIP customer location to an AT&T Network Router, which provides access to the PSTN, other servers, and applications.

        C

Can Only Complete PTSN Calls

A BVoIP trouble type indicating that only calls to the Public Switched Telephone Network (PSTN) can be completed. Calls to Voice over IP phone numbers cannot be completed.

Cannot Be Called

A voice trouble type indicating that the phone number in question cannot be called.

Cannot Be Heard

A voice trouble type indicating that the user can hear but cannot be heard.

Cannot Call Out

A voice trouble type indicating that the caller (originating end) cannot call out on this line.

Cannot Complete Calls to PSTN

A BVoIP trouble type indicating that calls to the Public Switched Telephone Network (PSTN) cannot be completed.

Completion Deadline

The date and time service should be completed per the SLA.

Cannot Hear

A voice trouble type indicating that the user cannot hear the other end of the call.

Cannot Reach Remote Site

A trouble type meaning that a remote AT&T VPN or BVoIP Router Host site could not be reached.

Cannot Transmit or Receive

Trouble code meaning no signals can be sent or received.

Case

A ticket created to centrally manage a common outage.

CDR

Committed Data Rate. A guaranteed minimum performance. CDR is associated with a connectionless model, while CIR is associated with the connection-oriented model.

CE

Customer Edge router. Router located at the customer site that has a connection to the MPLS backbone. With the EVPN service, this router is owned and managed by AT&T.

Child

A ticket that has a parent.

Chronic

Indicates (Yes or No) whether or not the system has had more than 3 troubles in the past year.

CIR

Committed Information Rate. A guaranteed minimum performance. CIR is associated with the connection-oriented model, while CDR is associated with a connectionless model.

Circuit

A communication path between two or more points.

Client First Notified

The date and time when the client was first notified of an outage with a severity of Critical or Major.

Client Ticket Number

Ticket number of a client company's copy of the main ticket according to the client's internal ticketing scheme.

CoS

Class of Service.

CPE

Customer Premises Equipment.

CPNI

Customer Proprietary Network Information.

CPOC

Customer Point of Contact.

CSS

Customer Support Systems.

Customer Generated

A ticket that is created by the customer. Ticket Type = Client.

Cut Offs, Call Drops

A BVoIP trouble type in which the call is cut off or dropped before the parties have ended the call.

        D

DaC

Dial Around the Cloud. DaC is a backup option where a router at one site can establish an ISDN connection directly to a router at another site if its access to the MPLS cloud is unavailable.

DDaC

Dedicated DaC. Dedicated DaC means that there is enough bandwidth at the Hub site for all DDaC spoke sites to connect dial into it at the same time.

Dispatch Authorized

Indicator (Yes or No) of whether AT&T is authorized to visit the reported trouble location.

DLCI

Data Link Connection Identifier. DLCI is a section of the addressing information and is used to identify the logical channel connection between the user and the network. In simpler terms, to identify the PVC connection between the two ports. Customer locations are usually identified with DLCI numbers. Each Frame Relay circuit has a unique DLCI.

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        E

e-Bonded

A ticket e-Bonded to another ticketing system. Need to retain the following current iGEMS attributes:· Ticket Type = e-Bonding or Client Refer Date NOT=NULL. Need to provide new attributes for other types of e-Bonded ticket.

eCo

electronic Commerce.

EDaC

Entry DaC. Entry DaC means that there is not enough bandwidth at the Hub site for all EDaC spoke sites to connect dial into it at the same time. The bandwidth is shared and all sites are not guaranteed access in the event of multiple site failures. The ratio of spoke bandwidth to hub bandwidth can be up to 7:1.

EHS

Enterprise Hosting Services.

EMEA

Europe Middle East Africa.

EPVC

Enterprise PVC. A PVC that connects the customer edge router to the service provider edge router.

EPVN

Enhanced Virtual Private Network.

External Engagement

A ticket issued to a non-AT&T work group (e.g. Vendor, Supplier) to assist in problem resolution. The current iGEMS Referral Ticket falls into this category.

        F

Feature Problem - Without Voice Mail

A BVoIP trouble type in which the Voice Mail feature is not operational.

Frame Relay

An AT&T service offering that utilizes a high-speed connection-oriented packet switching WAN protocol using variable-length frames. The access to the frame switch located in the AT&T central office is usually an ACCUNET Spectrum of Digital Services (ASDS)-type circuit. When the data enters the switch, it is transmitted via packet data, the most available route. The customer only pays for service beyond the switch when it is being used.

FRS

Feature Requirements Specifications

Functional Area

Descriptive name identifying a unique sub-organization within a company.

        G

GAMS

Global Account Management System - generates customer account for billing.

GCSC

Global Customer Support Center.

GPCS

Global Problem and Change System.

GRC

Group Revenue Code. A three-position alphanumeric code used to identify a unique invoice. Also known as a Bill Group. It is used in conjunction with the SOC and MCN.

        H

         I

iGEMS

Integrated Global Enterprise Management System.

IMA

Inverse Multiplexing for ATM service. IMA is an enhancement to regular ATM service, providing the customer with greater flexibility in purchasing ATM service ports by filling the gap between T1 and T3 service by bundling between 1 and 8 T1s into one IMA arrangement.

IMA allows ATM traffic to be inversely multiplexed across multiple carrier access lines in a cyclic round-robin scheme for putting cells on circuits: the first cell is sent on the first circuit, the second on the second, and so on. Cells are then reassembled in their original order at the receiving end. Unlike bit-based inverse multiplexing, IMA allows circuits to be added and dropped without losing cells.

One of the T1s in an IMA arrangement is designated as the primary T1 circuit. If you try to create a ticket on an IMA circuit that is not the primary T1, a warning pop-up window opens stating that a ticket must be created on the listed primary circuit before one can be created on any other circuit in this bundle.

Intermittent Failure

A BVoIP Router Host trouble type meaning that the trouble on the host is intermittent.

Internal Engagement

A ticket issued to an internal AT&T work group to assist in problem resolution.

Intrusive Testing

When an intrusive test is requested, the circuit is tested at the T1 level and service may be affected. When the testing is complete, the circuit is brought back up. Before requesting an intrusive test, customers should determine if the circuit is still partially operational and if they need to continue using the circuit with the reported trouble. If the entire circuit is down, the intrusive test is recommended.

IP

Internet Protocol.

IP Remote Worker

A telecommuter who uses BVoIP service remotely over a broadband connection. A BVoIP Admin user can submit tickets on AT&T eMaintenance for BVoIP service as an IP Remote Worker.

IP Trouble

Trouble type meaning Internet Protocol (IP) service trouble.

ISDN

Integrated Services Digital Network. Telecommunication service that uses digital transmission and switching technology to provide voice and data communications on a bearer channel while sending signaling on a data channel.

This digital DS1 level service provides direct access between a customer PBX to the 4E for the integration of switched Dedicated Voice services over 23 "B" channels per facility. The "D" channel (24th channel) provides out-of-band signaling.

        J

        K

Kbps or kb/s

Kilobits per second.

        L

LAN

Local Area Network.

Last Modified By

The login ID of the person who last modified the ticket.

Last Updated

The date and time when the ticket status was last updated.

LDAP

Lightweight Directory Access Protocol.

Location ID

An identifier for the location associated with an asset being ticketed.

Location Name

The location associated with an asset being ticketed.

        M

Main Parent

The top-level parent ticket in a parent/child hierarchy. It has engagements.

Managing Org

Code of the GCSC center in which the ticket was opened.

Manually Generated

A ticket that is created by an associate. Ticket Type NOT= Auto-Detect.

Mbps or Mb/s

Mega bits per second.

MCN

Master Customer Number. The MCN is a code used to identify a customer. This number is used for billing and associating an asset with a customer.

MIS/PNT

Managed Internet Service / Private Network Transport.

MOW

Most of World.

MPLS

Multi-Protocol Label Switching.

        N

NAT

Network Address Translation.

Network

A generic term used by voice and data service providers to refer to the infrastructure, provided by a specific carrier and/or used by a specific customer, that provides for the transport of user information.

No Dialtone

Voice trouble type indicating that the calling line (originating end) has no dialtone.

No Ring, No Answer

A voice trouble type indicating that the caller (originating end) hears dead air (on the terminating end) after placing a call (i.e., no ring or answer from the terminating end of the call).

Noise on Line

A trouble type indicating that there is noise other than static on the line.

        O

Org. Account

Organizational Account for Billing.

Org Group

This is a unique ID of a company sub-organization that controls an asset (an account identifier).

OC3

A digital transmission service with a basic data rate of 155.52 Mb/s.

        P

Parent

A ticket that has engagements.

Proactive Maintenance

A specially provisioned feature as part of a contract that a customer purchases whereby AT&T automatically reacts to circuit alarms by creating tickets on troubled circuits.

POP

Point of Presence. An AT&T office where AT&T services are routed through local access providers.

POP Diversity

Provides port diversity across different switches in different POPs.

Port

The physical access point where signals are transmitted or received. The port speed is the maximum rate at which information can be sent to and received by the network.

PTT

Post, Telephone and Telegraph.

PVC

Permanent Virtual Circuit. A virtual path with fixed end-points that are defined by the network manager. PVCs are common to connection-oriented packet switching networks like those supporting ATM, Frame Relay, and X.25. A single virtual path may support multiple PVCs.

A PVC lets a Frame Relay connection act as the equivalent of a "virtual" circuit switched leased line. Frame Relay Service has two basic offerings: connections from customer location to the Frame Relay Network provided by dedicated private lines, and connections across the Frame Relay Network provided by PVCs. A connection from a customer location to the Frame Relay Network is commonly referred to as a "port" because the circuit terminates on a port of a Frame Relay switch. A PVC connects two Frame Relay ports.

Intra-Corp PVCs are PVCs built within two different companies. Inter-PVCs are built within the same company.

        Q

        R

Reached Wrong Number

A BVoIP trouble type indicating that a caller (originating end) is reaching a wrong number when placing a call.

Reported Service Impact

Indicator (Yes or No) of whether the reported trouble impacts service, reported when a ticket is created. The Resolution Service Impact is determined when a ticket is Closed.

Reported Service Line

The Service Line associated with a ticket, reported when the ticket is created. The Resolution Service Line is determined when a ticket is Closed.

Reported Request Type

The type of request, reported when a ticket is created. The Resolution Request Type is determined when a ticket is Closed.

Request Type

The type of request, reported at ticket creation and reassessed when a ticket is Closed. Possible values are Fault, Informational, and Service Assurance Change Request.

Resolution Request Type

The type of request, determined when a ticket is Closed. The Reported Request Type is reported when a ticket is created.

Resolution Service Impact

Indicator (Yes or No) of whether the reported trouble impacted service, determined when a ticket is Closed. The Reported Service Impact is reported when a ticket is created.

Resolution Service Line

The Service Line associated with a ticket, determined when the ticket is Closed. The Reported Service Line is reported when a ticket is created.

Ring No Answer

A voice trouble type indicating that the caller (originating end) hears a ring on the terminating end after placing a call but gets no answer.

Router Down

A BVoIP trouble type meaning that the problem being reported is that the router is down.

        S

Serial Format CLCI

A Common Language Circuit Identifier (CLCI) in the format:

PPSSMMNNNNNNSSSCCCC

...where:

PP = Prefix: 1 or 2 characters, either uppercase alpha, numeric, or alphanumeric (including blanks)

SS = Service Code: 2 uppercase alpha characters

MM = Modifier: 2 uppercase alpha characters

NNNNNN = Serial Number: 1 to 6 numeric or blank characters (minimum first character must be numeric)

SSS = Suffix: 3 numeric or blank characters. In rare exceptions, can contain 3 alphanumeric characters. Optional

CCCC = Company: 2, 3, or 4 uppercase alpha or blank characters (minimum first 2 characters must be uppercase alpha)

Service Assurance

AT&T's Service Assurance policy allows Inbound 800 Service customers to reroute traffic from one termination number to another. A Service Assurance reroute is affected in the AT&T Switched Network by performing some basic re-provisioning activity in the inbound 800 Service Provisioning System, the Network Support System (NSS), and the Global Transaction Network Support System (GTN_SS or GSS).

The primary function of the Service Assurance offering is to provide temporary service arrangements to customers experiencing some form of service-affecting trouble. However, Service Assurance is often applied when a customer wishes to reroute its traffic during "Planned Maintenance" events (such as CPE testing, etc.) in which there are no service-affecting troubles.

In AT&T eMaintenance, Service Assurance is requested during the ticket creation process, where the Service Assurance Request questionnaire is filled with the appropriate rerouting information.

Service Impact

Indicator (Yes or No) of whether the reported trouble impacts service. Service Impact is reported when a ticket is created, and is re-assessed when a ticket is Closed.

Service Restored

The date and time when service was restored to prescribed SLA levels. This is not necessarily the same time that the troubled asset was repaired.

Severity

A ticket attribute which indicates the severity of the condition:

Critical means that the condition is critical and requires immediate resolution.

Major means that the condition requires priority resolution.

Minor means that the condition is important but lower priority.

Warning means that the condition is not currently a problem but could become so.

Normal means that the condition is normal; the ticket is informational only.

Other is for other conditions.

Severity Classification

A ticket attribute which adds an additional indicator for tickets with a severity of Critical:

Red adds an additonal level of severity to a Critical ticket.

Alpha restores a ticket to normal Critical severity.

A blank field means that the ticket has no severity classification.

SIDBOR

Service Inventory DataBase Of Record.

SLA

Service Level Agreement.

SLO

Service Level Objectives.

SOC

Sales Office Code. A two-position alphanumeric code that represents the AT&T Sales Branch that handles the customer's account. It is used in conjunction with the MCN and GRC.

Standalone

A ticket that has no engagements.

        T

T1

A digital transmission service with a basic data rate of 1.544 Mbps (i.e., T1.5 Service).

T3

A digital transmission service with a basic data rate of 44.736 Mbps (DS3)for transport of 28 T1 circuits (i.e., T45 Service).

TACACS

Terminal Access Controller Access-Control System.

Telephone Format CLCI

Common Language Circuit Identifier (CLCI) in the format:

PPSSMMNNNUUULLLLTTTTT

...where:

PP = Prefix: 1 or 2 characters, either uppercase alpha, numeric, or alphanumeric (including blanks)

SS = Service Code: 2 uppercase alpha characters

MM = Modifier: 2 uppercase alpha characters

NNN = Numbering Plan Area code: 3 numeric characters

UUU = Central Office Unit Code: 3 numeric characters

LLLL = Line Number Code: 4 numeric characters

TTTTT = Extension Number/Trunk Code (optional): 1 to 5 alpha, numeric, or alphanumeric characters

Ticket Number

A unique numeric identifier for a trouble ticket.

Ticket Cleared

The date and time when the ticket was Cleared.

Ticket Closed

The date and time when the ticket was Closed.

Ticket Opened

The date and time when the trouble ticket was created.

Ticket Opened by

The login ID of the person who created the ticket.

Ticket Status

The current status of the ticket:

Active indicates that the ticket has been created successfully and has been placed on the appropriate Customer Care Center technician worklist.

AutoFix indicates that the problem has been resolved by the system.

AutoOpen indicates that an AutoFix is no longer valid; the system has reopened the ticket.

Cancel indicates that the ticket has been cancelled.

Cleared indicates that the ticket has been resolved by AT&T and is waiting for the customer to request closure on the ticket.

Closed indicates that the ticket has been closed at the customer's request, either because the ticket status is Cleared, or because the trouble was resolved internally by the customer.

Deferred - Delayed Maintenance indicates that a delay in resolution has been requested by the customer.

Deferred - No Access indicates that the technician cannot access the affected equipment.

Deferred - Cust Vendor indicates that the ticket is waiting for the customer to involve customer-contracted vendor.

Deferred - Cust Information indicates that the ticket is Waiting for the customer to provide information essential to problem determination or trouble resolution.

Deferred - Pend Recurrence indicates that the reported trouble cannot be found or duplicated; the customer has requested waiting until the problem recurs.

Deferred - Other indicates that the ticket has been deferred for another reason.

Queued is the default status for a newly-created trouble ticket. A ticket remains in Queued status until it is assigned to an AT&T work center; at that time, its status becomes Active.

Ready to Close - Other indicates that customer has requested ticket closure, and the ticket is ready to be closed by AT&T.

Ticket Type

A description of the ticket source. Possible values are Client, User, Assist, Release, Administration, Auto Detect, GenChildren, Predictive, Proactive, e-Bonding, E-mail, and WEB.

Time to Repair

The restore duration, minus any time the ticket spent on hold during that interval; calculated as (Service Restored date - Trouble Reported - Deferral time amount accrued before the Service Restored date).

Time to Restore

The repair duration, minus any time the ticket spent on hold; calculated as (Ticket Cleared date - Trouble Reported - Deferral time amount accrued before the Ticket Cleared date).

Trouble Related to Voice Mail

A trouble type indicating that the problem is associated with voice mail.

Trouble Reported

The date and time when the trouble was reported. This may be prior to the Ticket Opened value.

        U

URL

Universal Resource Locator.

UTC

Universal Time Coordinated.

        V

VCI

Virtual Channel Identifier.

VoIP

Voice Over IP.

Voice over IP Trouble

A BVoIP trouble type indicating a problem with Voice over IP service.

Voice Quality Monitor

See BVoIP Managed LAN Device.

VPI

Virtual Path Indicator.

VPN

Virtual Private Network.

        W

WAN

Wide Area Network.

WIC

WAN Interface Card.