Note about Service Assurance Availability: Service assurance is only available on Inbound Nodal, Inbound Switched, or Shared Nodal service IDs.

Note about Pre-Plan Service Assurance (PPSA): If you are set up for Pre-Plan Service Assurance and have an outage, you must request a reroute using this questionnaire (see below) or by calling AT&T. PPSA reroutes are not done automatically by AT&T.

  After clicking the Yes radio button for the "Do you want Service Assurance" field on the Create Ticket screen, the Service Assurance Request questionnaire screen opens in a separate pop-up window.

The Service Assurance Request questionnaire screen contains sections regarding the reason for the reroute request, the Toll Free number(s) to be rerouted, and the number/recording to which the number will be rerouted:

• The section called 1. Please indicate the reason for requesting Service Assurance rerouting: contains the following radio buttons for you to best describe your request:
  • Having trouble with Toll Free Number(s)

  • A reroute is needed until a service order is issued or worked

  • I want to schedule a reroute of my inbound traffic at the following Start and End dates:
    • Below this radio button are "Start at:" and "End at:" lines for entering the desired times and dates. Both lines contain a text box for time, a drop-down list for AM/PM, a drop-down list for time zone, and a text box for date.

• The section called 2. Which Toll Free Numbers do you want to reroute? contains the following radio buttons to indicate the Toll Free numbers to be rerouted:
  • ALL Toll Free Numbers

  • Only the following Toll Free Numbers:
     Enter the 10-digit Toll Free Number(s) in the fields below (up to 20 numbers allowed):
    • Below this radio button are 20 text boxes for you to enter the Toll Free numbers to be rerouted.

  • I want to reroute more than 20 Toll Free Numbers. Please call me.

• The section called 3. Please indicate where you want to send the rerouted Toll Free Number traffic: contains the following radio buttons to indicate where your numbers will be rerouted:
  • Reroute traffic according to Pre-Plan Service Assurance (PPSA) number
    • Next to this radio button item is a drop-down list for selecting PPSA options.

  • Reroute traffic to the following local telephone number or existing 10-digit Toll Free Number:
    • Next to this radio button item is a text box for entering the specific telephone Number to which your traffic will be rerouted.

  • Reroute traffic to this recorded announcement:
    • Next to this radio button item is a drop-down list of prerecorded announcements to which your traffic will be rerouted.

      Options include:

      • Holiday
      • Weather
      • Emergency
      • Flooding
      • Maintenance
      • Toll Free Trouble
      • Toll Free Directory Assistance
      • Toll Free Change Via Mail

The Service Assurance Request questionnaire screen contains the following command buttons:

• Click Done to submit your answers to the questions on this form.

• Click Clear Form to clear all information on the form.

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