Maryland public service commission



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CONTENTS

GENERAL ------------------------------------------------------------- 1


CONTROL CENTER RESPONSIBLITIES -------------------- 2
OUTSIDE PLANT RESPONSIBLITIES ------------------------ 3
COMMERCIAL RESPONSIBLITIES --------------------------- 4
CENTRAL OFFICE RESPONSIBILITIES --------------------- 5
DATA SERVICES RESPONSIBLITIES ------------------------- 6
TRAFFIC BLOCKING ---------------------------------------------- 7
CONTACT TELEPHONE NUMBERS -------------------------- 8

                  1. GENERAL

                  1. This practice provides general guidelines for intra-company coordination and action in the event of a catastrophic condition causing major service interruptions.



                  1. All action shall be directed to prompt restoration of service in the affected area, while maintaining adequate service in the local and toll network.



                  1. A Disaster Control Center will be established to coordinate restoration work. Assigned personnel will report to the Disaster Control Center.



                  1. DISASTER CONTROL CENTER

                  1. The disaster Control Center will be set up at the Armstrong Telephone Company’s Conference Room. If this location has been involved in the disaster, a center will be set up at the nearest possible location to the Armstrong Telephone Company’s Central Office.

                  1. The first person at the location will assess the disaster. The Manager or his designee will direct personnel to the trouble locations. The personnel sent to the location will report back to the Manager or his designee, at which point action to be taken will be determined.

                  1. Request emergency assistance as deemed necessary (ex. Vehicles, mobile/cellular units, power units, and building/grounds).



                  1. SECTION 4 – MAJOR OUTAGES



                  1. Implement procedures to handle increased call capabilities.



                  1. Direct trouble intercept if necessary.




                  1. OUTSIDE PLANT

                  1. Personnel report and provide assistance as needed.



                  1. COMMERCIAL

                  1. If possible, notify customers of the nature of the service interruption and its duration. Assist in the operation of emergency telephones at critical locations. Keep media and local agencies informed of the disaster.



                  1. CENTRAL OFFICE

                  1. Establish communications between damaged area and control center.



                  1. Initiate action to restore affected Central Office and busy out affected trunks.



                  1. Perform all work to restore affected area.



                  1. Perform necessary maintenance work on local and toll switch network.



                  1. Provide cable and line records as needed.



                  1. Record and dispatch trouble reports.



                  1. Provide customer information.



                  1. Adjust appointment schedules, test and dispatch troubles.



                  1. Provide and receive information from the Disaster Control Center as directed.



                  1. Restoration Priorities

Refer to GENERAL section of DISASTER CONTINGENCY PLAN for restoration priorities.

SECTION 4 – MAJOR OUTAGES


                  1. DATA SERVICE

                  1. Provide reporting assistance as requested.

                  1. Request necessary support data from Corporate Office, if not available locally.

                  1. Special Needs Customer Lists.

Generate lists as needed.


                  1. TRAFFIC BLOCKING CRITERIA

                  1. NOTIFY ALL CONNECTING COMPANIES OF ANY CIRCUMSTANCES THAT COULD BE SERVICE AFFECTING.



                  1. Advise Bell Atlantic Market Area Control Center 890-8277.



                  1. Advise AT&T Regional Network Operations Center East 800-662-6895.



                  1. Trunking network priorities are:

                  1. 911

                  1. OSPS NCN

                  1. 1+NCN

                  1. OSPS COIN




                  1. Perform software blocking and alternate routing as required.




                  1. CONTACT TELEPHONE NUMBERS




                  1. Refer to general Section 1:

                  1. MANAGEMENT ON AND OFF HOUR TELEPHONE NUMBERS



                  1. Refer to Section 9:

CRITICAL NUMBERS LIST
SECTION 5

SIEMENS STROMBERG CARLSON

NUMBERS & PROCEDURES
DCO COLD START
Refer to the DCO Emergency Recovery Guide located in the bookshelf where all DCO Documentation is stored. (See exhibit I)
OUTAGE LLS
SEE EXHIBIT II
OUTAGE RLS
SEE EXHIBIT III


SECTION 5

SIEMENS STROMBERG CARLSON

NUMBERS & PROCEDURES
CUSTOMER SERVICE KEY TELEPHONE NUMBERS:
DCO-TECHNICAL ASSISTANCE (SCAT)

Non-Emergency/Emergency

24 hours a day/every day

All locations ……………………………………………. (407) 942-5611

IF BUSY ……………………………………………….. (407) 333-0443
SCAT SUPERVISORS

Rick Blevens ……………………………………………..(407) 942-5611

Jim King ………………………………………………… (407) 942-5611

Rick Burr …………………………………………………(407) 942-5611

Walt Corwin …………………………………………….. (407) 942-5611

Keith Goodman …………………………………………..(407) 942-5611

Tom Nicholson …………………………………………...(407) 942-5611

Rick Brashear Management of SCAT Supervisor………..(407) 942-5611

Jeff Payne DCO Support Team Leader …………………..(407) 942-5611
REPLACEMENT/REPAIR SERVICE

24 Hours ………………………………………………….(407) 942-5457


SIEMENS STROMBERG CARLSON AREA SUPERVISOR

Richard Quinn

24 hours …………………………………………………..(607) 334-6292
SIEMENS STROMBERG CARLSON CSR

Deborah Lynn …………………………………………….(407) 942-5794


SIEMENS STROMBERG CARLSON SALES REP

Rita Sims ………………………………………………….(407) 942-5406



SECTION 6

SIEMENS STROMBERG CARLSON

UERS GROUP PHONE DIRECTORY
See Exhibit IV
SECTION 7

ARMSTRONG TELEPHONE COMPANY

CO TECHNICIANS DIRECTORY
ARMSTRONG TELEPHONE COMPANY-MARYLAND

Business Office ……………………………………….(410) 658-5511

Central Office …………………………………………(410) 658-4111

After Hours …………………………………………...(410) 658-5514

Cell Phone …………………………………………….(302) 545-5985

Dean Davis ……………………………………………(410) 658-4848

John Lucas …………………………………………….(410) 658-3739

Gary Davis Sr………………………………………….(410) 658-4211


ARMSTRONG TELEPHONE COMPANY-NEW YORK

Business Office…………………………………………(607) 359-2211

Central Office…………………………………………..(607) 359-2215

Cell Phone………………………………………………(607) 769-5968

After Hours……………………………………………..(607) 359-2215

Al Starkey……………………………………home (607) 359-2929

Pager (607) 796-1577

John Rayeski…………………………………home (607) 359-4088

Pager (607) 796-8716
ARMSTRONG TELEPHONE COMPANY-CLINTON PA

Business Office………………………………………….(724) 899-2211

Central Office……………………………………………(724) 899-3411

After hours………………………………………………(724) 899-2266

Pager…………………………………………………….(412) 649-8714

Michael Jackson……………………………home (724) 947-3604

Randy Zimmerman…………………………home (412) 788-9454
ARMSTRONG TELEPHONE COMPANY-HAMLIN WV

Business Office………………………………………….(304) 824-5111

Central Office……………………………………………(304) 824-5113

Melvin Black………………………………..home (304) 824-3333

Karl Melkus…………………………………home (304) 824-5888
ARMSTRONG TELEPHONE COMPANY-HARRISVILLE WV

Business Office………………………………………….(304) 643-2921

Central Office…………………………………………...(304) 642-2112
SECTION 7

ARMSTRONG TELEPHONE COMPANY

CO TECHNICIANS DIRECTORY

ARMSTRONG TELEPHONE COMPANY-HARRISVILLE WV

Robert Deem……………………………………..home (304) 643-4681

Charles Pennington………………………………home (304) 643-2727
ARMSTRONG TELEPHONE COMPANY-DUKE CENTER PA

Central Office…………………………………… ……. (814) 966-3300


SECTION 8

COMMUNICATIONS/RECOVERY PLAN

DISASTER RECOVERY
EMERGENCY ACTION STEPS:

The following actions will be taken in the event of an emergency situation:




                  1. A Communication Coordinator will be appointed to coordinate all communication efforts.



                  1. The Communication Coordinator will make contact with the appropriate personnel to assess the extent of the emergency and anticipate the restoration time.



                  1. The Communication Coordinator will distribute to the media the following:

                  1. Nature of Emergency

                  1. Cause

                  1. Area and affected number of subscribers

                  1. Anticipated restoration time

                  1. Special Instructions

(E.g. “Ask people to stay off their telephones.” Or “local calling only: etc.);

The nearest Emergency Phone Center is_____________.




                  1. Updates will be provided to the media at appropriate intervals or when a change in the above conditions warrants publication.



                  1. The Communications Coordinator will have a generic press release ready, and in the event of an emergency, will notify local newspapers, radio and television stations. If the disaster is of a long-term nature, instructions for publication will be provided.



                  1. SECTION 8

                  1. COMMUNICATIONS/RECOVERY PLAN





                  1. The Communication Coordinator will initiate contact and updates with the following as deemed necessary:

                  1. Medical Emergency Customers

                  1. Special Protections Customers

                  1. Human Services Providers (Police, Ambulance, Hospitals)

                  1. Key Local Agencies (Red Cross, Department of Social Services, Office of Aging)

SECTION 8

COMMUNICATIONS/RECOVERY PLAN

GENERIC PRESS RELEASE
Today, the 658 exchange of Armstrong Telephone Company-MD was (Name Disaster,ex. was destroyed by fire, struck by lightening, flooded) which disabled service for (number of customer affected) of customers. Due to the loss of telephone switching equipment housed in the (Name of Town) office, (Name of Town(s) customers of (Customers affected) should be aware they might be without service for as long as (length of time). Armstrong Telephone Company employees will work around the clock in order to restore service as soon as possible. Customers will be kept informed of our progress on a regular basis through the following Media sources: (Name of Radio Stations, Television Stations, and Newspapers). The 658 exchange is the only exchange affected. Local and long-distance calls cannot be completed going to or coming from, telephone numbers beginning with the 658-exchange number.
(Insert paragraphs about how emergency situation occurred. Mention injuries (or lack of) reported).
Gary D. Davis, Sr. General Manager advised customers affected to determine the nearest available phone for emergencies. The telephones, including the payphones in the exchanges surrounding the 658 exchange are not affected.
(Customers affected) will have temporary phone service set up at various locations in the 658 exchange shortly. These phones may be used for emergencies. Announcements will be made as to the exact locations of the telephones as soon as they are established.
Sincerely,

SECTION 8

COMMUNICATIONS RECOVERY PLAN

COMMUNICATIONS PLAN

IMPLEMENTATION PROCEDURES


                  1. CUSTOMER COMMUNICATION

                  1. Identify, contact and document by county and town the following government agencies:

                  1. Police

                  1. Ambulance

                  1. Fire Department

                  1. County Office of Emergency Preparedness




                  1. Identify, contact and document by county and town the following health care providers:

                  1. Hospitals (Emergency Rooms)

                  1. Health Care Clinics

                  1. Other health care providers (Doctors,Dentists)




                  1. Identify, contact and document by serving end office the following customers:

                  1. Telecommunications Service Priority (TSP) Customers

                  1. Medical Alert Customers

                  1. Special Needs Customers (senior citizens, blind, hearing and/or speech impaired, disabled, etc.).




                  1. Identify, contact and document appropriate media contacts (radio, newspaper, television).



                  1. Identify, contact and document appropriate electric/gas utility emergency coordinators.



                  1. Identify appropriate LEC liaisons for each of the above groups.


SECTION 8

COMMUNICATIONS/RECOVERY PLAN




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