CHAPTER 12.0 - Error Resolution

12.13 NRF Investigation

The ICO will be required to investigate and correct all NRFs.

Determine if the TN should be in the E911 database. If the TN should be in the database, a SOI should be submitted to insert the TN or to resolve an outstanding error.

Also, research why the record was not in the database, to help possibly prevent future NRF occurrences on the TN.

When all NRFs have been handle, the ICO should file the NRF report and retain for a period of one(1) year from the date of the call.

Prior to creating the No Record Found Report, ALI will be queried to determine if the ALI record has, since the time of its original retrieval, been posted. This report is then faxed to the ICO's location.

Status codes are assigned to each TN on the No Record Found Report. All NRFs are initially assigned as "OPEN". The INTRADO Analyst can change the status as resolutions are completed. "CLOSED" will be assigned as soon as the investigation is complete and TSS and ALI are updated.

The Analyst will assign "PENDING" when the investigation cannot be completed in the time frame which the Analysts began their work. This status would be typical when additional information is required from the ICO.

The "PENDING" notations are described as:

PENDING - OTHER (Pending) - Telephone number has been referred to ICO for resolution or information to build the telephone number
PENDING - IN ERROR FILE (Pending Err) - Telephone number was found in TSS error file and has been referred to ICO for resolution or information to build TNFor ICO No Record Founds, the INTRADO Analyst will close all event that have the "IN DATABASE=Y" to avoid sending a No Record Found to the provider that has since the time of the call been inserted to ALI. For ICO Providers, the Analyst will query ALI and the TN error database to ensure all information is available for the ICO Provider's investigation. If the TN is found in TSS, the event will be "CLOSED" and not forwarded to the ICO. If the TN is found in the error database, the status will be changed to "PENDING - In Error File".