CHAPTER 11.0 - PSAP Inquiries

11.3 Investigation Procedures

ALI RECORD NOT FOUND
When the "ALI record not found" box is checked on the PSAP Inquiry form, check the NRF Report (discussed later in this document) for the appropriate day. Because the NRF report is generated daily and identifies the day and time of NRF occurrences and the E911 PSAP inquiry has the date and time of the call, the compare should be made with little difficulty. The NRF Report should already be noted that a Manual TN Maintenance Form has been sent to INTRADO. Forward the inquiry to INTRADO for further investigation and note accordingly in the comment field. INTRADO will investigate, correct and return the inquiry to the ICO for closure to the County / City / Parish.

If the TN account is not found on the NRF Report, check the ICO TN customer database to see if the TN is a working number. Forward a Manual TN Maintenance Form to INTRADO to correct the E911 database. Check "action" Trouble Cleared as of (enter the appropriate date).

WRONG ALI DISPLAY OF ESN:
The City / County / Parish will complete the "Should Be" section detailing correct information on the E911 Inquiry form, when the ALI displays incorrect information.
ADDRESS - COMMUNITY - LOCATION

Investigate as necessary for the correct address including a check for MSAG validity. Ensure the INTRADO TN database is updated by sending a Manual TN Maintenance Form and / or issue a Service Order. Check action:
"Trouble cleared as of ______________" (enter the date). Return the original Inquiry to the City / County / Parish.

If no change is needed to the TN database, check action:
"Investigation Completed. No action required as of __________________" (Enter the date).

Return the original Inquiry to the City / County / Parish.

If the TN database needs to be updated via TN Maintenance and / or Service Order activity, check action:
"Trouble cleared as of __________________" (enter the date).

Return the original Inquiry to the City / County / Parish.

Compare the ESN on the TN account to the MSAG ESN, for the TN address. If the ESNs match, forward the inquiry to INTRADO for further investigation noting action taken in the comment field.

If the ESN for the TN does not match the ESN for the MSAG, correct the TN ESN via a Manual TN Maintenance Form forwarded to INTRADO. Check action:
"Trouble Cleared as of ________________ ". (Enter the date). Return the original Inquiry to the E911 Customer

If the MSAG is incorrect, the City/County/Parish should have forwarded an MSAG ledger to the ICO. The E911 Inquiry should reference the forwarded Ledger in the comment section of the Inquiry.

If ledger not received utilize the AVR or call county/city/parish.

Misroutes
A misroute indicates the E911 call routed to the wrong PSAP. Compare the TN account ESN and the ESN in the MSAG. If the TN ESN does not match the MSAG, correct the database by sending a Manual TN Maintenance Form to INTRADO. Check action:
"Trouble cleared as of ______________ " (Enter the date). Return the original Inquiry to the City / County / Parish.

If the TN ESN and the MSAG match, forward the Inquiry to the INTRADO for further investigation. Note in the comment section action taken.