PSAP profile. Under no circumstances will the SSC/MAC
Center refuse to take the trouble. The E911 trouble should be handled
as quickly as possible, with the SSC/MAC providing as much assistance
as possible while taking the trouble report from the caller.

The SSC/MAC will screen/test the trouble to determine the appropriate
handoff organization based on the following criteria:

PSAP equipment problem: SSIM/I&M
Circuit problem: SSC/MAC
Voice network problem: SCC (report trunk group number)
Problem affecting multiple PSAPs (No ALI report from
all PSAPs): Contact the MMOC to check for NODE or
Host computer problems before further testing.

The SSC/MAC will track the status of reported troubles and escalate as
appropriate. The SSC/MAC will close out customer/company reports with
the initiating contact. Groups with specific maintenance
responsibilities, defined above, will investigate "chronic" troubles
upon request from the SSC/MAC and the ongoing maintenance subcommittee.

All "out of service" E911 troubles are priority one type reports. One
link down to a PSAP is considered a priority one trouble and should be
handled as if the PSAP was isolated.

The PSAP will report troubles with the ANI controller, ALI controller
or set equipment to the SSC/MAC.

NO ANI: Where the PSAP reports NO ANI (digital display screen is
blank) ask if this condition exists on all screens and on all calls.
It is important to differentiate between blank screens and screens
displaying 911-00XX, or all zeroes.

When the PSAP reports all screens on all calls, ask if there is any
voice contact with callers. If there is no voice contact the trouble
should be referred to the SCC immediately since 911 calls are not
getting through which may require alternate routing of calls to another
PSAP.

When the PSAP reports this condition on all screens but not all calls
and has voice contact with callers, the report should be referred to
SSIM/I&M for dispatch. The SSC/MAC should verify with the SCC that ANI
is pulsing before dispatching SSIM.

When the PSAP reports this condition on one screen for all calls
(others work fine) the trouble should be referred to SSIM/I&M for
dispatch, because the trouble is isolated to one piece of equipment at
the customer premise.

An ANI failure (i.e. all zeroes) indicates that the ANI has not been
received by the PSAP from the tandem office or was lost by the PSAP ANI
controller. The PSAP m