Communication Decisions Trouble Reporting

Trouble reporting and technical support functions are carried out at CDS’s Network Management Centers in Newberry, SC and Nevada, MO. When encountering technical issues, a trouble should be reported immediately. Below are guidelines to follow and information needed when reporting a trouble to the CDS NMC.

For all terrestrial circuit related issues - 1-800-203-5536

Provide the customer service representative with the following:

• Contact name (individual to be updated with trouble status)
• Contact (TPOC) phone number (NPA-NNX-XXXX + extension number)
• Alternate contact name and phone number
• Agency name
  • If your agency is part of a larger entity, (e.g., Patent and Trademark Office is part of a larger entity, Dept of Commerce), please identify both entities. If you are with the military, identify the branch of the military and location (e.g., DISA, Camp Robinson, AR). This will help locate your account team if additional information is necessary.
• Unique Agency Billing Code
  • At the time of circuit turn-up or just prior to activation, your Agency will be provided with a unique six digit agency billing code identifier, that when presented to the CDS customer service representative, will identify your Agency and unique telecommunication requirements to the system. The unique Agency Billing Code should be provided during the trouble reporting process and within all circuit related correspondence. (Example 489-255)
• Telecommunications Service Priority (TSP) number
• Agency location address
• CDS contract service category
  • Circuit Switched Data Service
  • Packet Switched Service
  • Internet Protocol Service
  • Asynchronous Transfer Mode (ATM) Service
  • Dedicated Transmission Services (i.e., DS-1, DS-3, OC-3……)
  • Satellite Services
  • Managed Services
  • Internet Access Service
• Inter-exchange Carrier (IXC) Circuit ID – The IXC circuit ID is required for all dedicated services. If this is not available, provide your location address or service ID.
• Local Exchange Carrier (LEC) Circuit ID - The IXC circuit ID is required for all dedicated services. If this is not available, provide your location address or service ID.
• Detailed description of trouble (i.e., circuit dead, can’t transmit, alarm on network terminating device)
• Call example
  • Originating number (i.e., telephone number, calling card number)
  • Terminating number
  • Time and date call was placed
• Time of outage
• A unique 4-digit trouble ticket number will be generated and provided to the caller. This number and the date the trouble was reported will be required to check the status of the trouble ticket.
• The primary customer point of contact will be updated with the ticket status on a periodic basis until trouble resolution. An alternate point of contact may be provided to CDS as a back-up in the event the primary contact is not available. Any updates provided to the alternate point of contact constitutes a status to the "customer".
• The customer point of contact, or alternate contact, will be advised when the ticket is closed.