Outage and Emergency Procedures

If you get 6 or more calls dealing with Cable TV, Cable Modems or both Cable TV and Cable Modems in the same area/node and/or any form of EMERGENCY, this is what should be done:

(Note: You can pull up the status summary to check how many modems are offline in a single node. http://backup.myacc.net/mon/)

GOING IN ORDER:

1. Call Bradley’s cell phone # 954-464-3859.

2. If Bradley does not answer the phone, leave a detailed message of the problem. Do NOT call Bradley and NOT leave a voicemail if he doesn’t answer. You MUST leave a message. If you cannot reach Bradley then call James Fry on his cell # 954-415-1175, then call Javier on his cell # 954-821-6602, Wes on his cell #954-684-2505 or Richard on his cell #954-707-9220, depending who is listed as On-Call Manager on the Weekly Schedule.

3. Make sure that you are printing out all accounts from ICOMS for the outage. Also, make sure you are putting in trouble calls for all the outage calls until you are told not to do so by a Manager or Bradley. Next, go to the share drive shortcut on your Call Center PC and click on the Tech Ops folder. Then click the Tech On Call folder. Next, click on the folder with the respective city of the confirmed outage. Open the word document, which will contain the most current tech contacts for the respective days. Locate the name of the tech that is on call, for example: “Eric on Call” then proceed to the dispatch office and grab the NEXTEL RADIO. It is yellow and black with an “M” Motorola logo on it. Open the phone and press the top left cursor button with the dot on it to go into the contact list and scroll down to search for “the tech’s name” for Coral Springs or “the techs name” for Weston, depending on where the outage is. Then, push the big button on the side like a walkie-talkie. When the tech answers, you need to let him know there is an outage and in what node. He may ask you for some addresses to narrow down where the main outage is coming from, so make sure you print out those calls that come in. If you are not sure on how to use the NEXTEL PHONE, then follow step 1 and 2. Should there be an issue with reaching the technician then refer back to the On Call Schedule and look for the tech listed as Back Up. Attempt to reach that technician with the same NEXTEL procedures. Should the On Call and Back Up technicians be unreachable after several attempts, refer to the bottom of the On Call document and attempt to contact the respective supervisors for that city.

4. Lastly, you need to call Diego Perez on his cell 954-931-1114 and inform him there is an outage. If you reach his voicemail, leave him a message stating there is an outage, what time it took place, and which on-call tech was reached.

If the On call, Back Up, and Supervisors are unreachable then repeat steps 1 & 2.

What constitutes an Outage and what is ACC’s policy? Please reference and familiarize yourself with the following link ACC Outage Procedures.

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