PRIORITY CALL MANAGEMENT Clause Samples

PRIORITY CALL MANAGEMENT. The Insite systems can calculate a priority to be allocated to a managed device or element based upon the following: Severity of the event (fault type = Critical, Major, High and Low) Red Critical (H) Device unreachable Dealt with by bridge team. Orange Major (M) Interface down Dealt with by bridge team. Yellow Minor (L) Performance/Threshold event Dealt with by bridge team. Blue Warning e.g. configs not matching Dealt with by Pro-active team on a monthly sweep Purple Unknown e.g. polling failure, device too busy Green Cleared Previous faulty item operational This priority determined from the above is defined as High, Medium or Low and is used for the following: • Call handling prioritisation in the Operations Centre • Configuring selective call notification for the Customer For example, high priority calls for a Customer will be handled first in the Operations Centre, then Medium priority and then Low priority calls. This ensures that an access circuit or router failing is not worked on before a core router fails.