FCC Report 43-05 ARMIS Service Quality Report

FCC Report 43-05 - Report Definition

December 2007

Page 1 of 18
Approved by OMB
3060-0395
Edition Date: 12/2007

Estimated Burden Hours Per Response: 850 hours

SUMMARY
This document provides the Report Definition for FCC Report 43-05, the ARMIS Service Quality
Report, which must be provided annually by study area. It contains the following:
PAGE
Table I - Installation and Repair Intervals (Interexchange Access) ....................................................3
Table II - Installation and Repair Intervals (Local Service) ................................................................4
Table III - Common Trunk Blockage ...................................................................................................5
Table IV - Total Switch Downtime ......................................................................................................5
Table IV-A - Occurrences of Two Minutes or More Duration Downtime.........................................6
Table V - Service Quality Complaints..................................................................................................6
Table I Row Instructions .......................................................................................................................7
Table II Row Instructions......................................................................................................................8
Table III Row Instructions ..................................................................................................................11
Table IV Row Instructions ..................................................................................................................12
Table IV-A Row Instructions..............................................................................................................13
Table V Row Instructions ...................................................................................................................13
Table I Column Descriptions ..............................................................................................................14
Table II Column Descriptions.............................................................................................................14
Table III Column Descriptions ...........................................................................................................15
Table IV Column Descriptions ...........................................................................................................15
Table IV-A Column Descriptions.......................................................................................................16
Table V Column Descriptions.............................................................................................................18
All percentage amounts must be entered in percent and rounded to 2 decimal places. All minutes,
days and hours must be rounded to the nearest tenth. Number of Access Lines must be entered in
whole numbers. All number of orders, circuits, trouble reports, no trouble found, trunk groups,
switches, complaints, and incidents must be entered in whole numbers. All other amounts must be
rounded to the nearest thousand.
All fields must be populated. If a data field equals the quantity zero, enter the numeral zero in that
field. This is the only proper use of zero in this report. If a filing carrier has a waiver applicable to a
certain field, it must treat the data for that field as “Irretrievable” and footnote the reason for that
entry (including a cite to the waiver, and a note as to its duration). Items which need not be reported

FCC Report 43-05 - Report Definition

December 2007

Page 2 of 18

because they do not apply are designated by N/A. DO NOT override N/As. If a reporting carrier
should wish to apply data to a field containing an N/A, the carrier should enter the amount(s) and an
explanation as a footnote to the field. The amount(s) must not be entered in an N/A’d field.
REMEMBER: Footnotes are mandatory in Table I, Rows 0110 and 0114, Table II, Row 0134, and
in Table IV-A, Column (t). Footnotes are mandatory for all “Irretrievable” entries, and for any data
entry containing UNE data.
When errata occur, carriers must include in the transmittal letter a brief statement indicating the
reason for the errata. Other explanatory notes must be included in the footnote section of the filing.
NOTICE: The ARMIS Service Quality Report collects data designed to capture trends in service
quality under price cap regulation and improves and standardizes existing reporting requirements for
this purpose. The ARMIS Service Quality Report specifies information requirements in a consistent
format and is essential to the FCC to monitor service quality under price cap regulation. Your
response is mandatory.
Public reporting burden for this collection of information is estimated to average 850 hours per
response, including the time for reviewing instructions, searching existing data sources, gathering
and maintaining the data needed, and completing and reviewing the collection of information. Send
comments regarding any aspect of this collection of information, including suggestions for reducing
the burden, to the Federal Communications Commission, Office of Managing Director, Washington,
D.C. 20554.
An agency may not conduct or sponsor and a person is not required to respond to a collection of
information unless it displays a currently valid control number.

FCC Report 43-05 – Rep. Def. – Column Descriptions

December 2007

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FCC Report 43-05
ARMIS SERVICE QUALITY REPORT
COMPANY:
STUDY AREA:
PERIOD:
COSA:

XXXXXXXXXXXXXX
XXXXXXXXXXXX
From mmm yyyy To mmm yyyy
XXXX

XXXX Version
Submission XXX
TABLE I
PAGE 1 OF 1

TABLE I – INSTALLATION AND REPAIR INTERVALS
(Interexchange Access)
Special Access

ROW

CLASSIFICATION

High Speed

All

Switched Access

Special Access

Special Access

(aa)

(ab)

(ac)

INSTALLATION INTERVALS:
0110
0111
0112
0114

# Total Number of Orders or Circuits
# Missed for Customer Reasons (MCR)
% Commitments Met
Average Interval (in days)

REPAIR INTERVALS:
0120
0121

# Total Trouble Reports
Average Interval (in hours)

Legend:
# indicates items that are not dollars or percents
% indicates items to be entered as a percent

N/A
N/A
N/A
N/A

FCC Report 43-05 – Rep. Def. – Column Descriptions

December 2007

Page 8 of 18

FCC Report 43-05
ARMIS SERVICE QUALITY REPORT
COMPANY:
STUDY AREA:
PERIOD:
COSA:

XXXXXXXXXXXXXX
XXXXXXXXXXXX
From mmm yyyy To mmm yyyy
XXXX

XXXX Version
Submission XXX
TABLE II
PAGE 1 OF 1

TABLE II – INSTALLATION AND REPAIR INTERVALS
(Local Service)
Residence
ROW

CLASSIFICATION

MSA

Non-MSA

Total

MSA

Non-MSA

Total

Total

(ad)

(ae)

(af)

(ag)

(ah)

(ai)

(aj)

INSTALLATION INTERVALS:
0130
0131
0132
0134

# Installation Orders
# Missed/Cust. Reasons (MCR)
% Commitments Met
Average Interval (in days)

REPAIR INTERVALS:
0140 # Total Access Lines
INITIAL TROUBLE REPORTS:
0141
0144
0145
0146
0147
0160

# Init. Trouble Reports
# Out-of-Svc. Trbl. Rpts.
Out-of-Svc. Rpr. Intvl. (in hours)
# All Other Trbl. Rpts.
All Other Rpr. Intvl. (in hours)
# Subsequent-Initial Trbl. Rpts.

REPEAT TROUBLE REPORTS:
0142
0148
0149
0150
0151
0170

Business

# Repeat Trouble Reports
# Out-of-Svc. Trbl. Rpts.
Out-of-Svc. Rpr. Intvl. (in hours)
# All Other Trbl. Rpts.
All Other Rpr. Intvl. (in hours)
# Subsequent-Repeat Trbl. Rpts.

NO TROUBLE FOUND:
0143 # Total No Trouble Found

Legend:
# indicates items that are not dollars or percents
% indicates items to be entered as a percent

FCC Report 43-05 – Rep. Def. – Column Descriptions

December 2007

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FCC Report 43-05
ARMIS SERVICE QUALITY REPORT
COMPANY:
STUDY AREA:
PERIOD:
COSA:

XXXXXXXXXXXXXX
XXXXXXXXXXXX
From mmm yyyy To mmm yyyy
XXXX

XXXX Version
Submission XXX
TABLE III
PAGE 1 OF 1

TABLE III – COMMON TRUNK BLOCKAGE
Annual
ROW

CLASSIFICATION

(ak)

0180

Total Trunk Groups

0181

Groups Measured

0185

Common Groups Carrying FGD Exceeding Threshold 3 Mos.

0186

Other Common Groups Exceeding Threshold 3 Mos.

0187

Common Groups Carrying FGD Exceeding Threshold 1 Mo.

0188

Other Common Groups Exceeding Threshold 1 Mo.

0189

Common Groups Carrying FGD Exceeding DBO 3 Mos.

0190

Other Common Groups Exceeding DBO 3 Mos.

FCC Report 43-05
ARMIS SERVICE QUALITY REPORT
COMPANY:
STUDY AREA:
PERIOD:
COSA:

XXXXXXXXXXXXXX
XXXXXXXXXXXX
From mmm yyyy To mmm yyyy
XXXX

XXXX Version
Submission XXX
TABLE IV
PAGE 1 OF 1

TABLE IV - TOTAL SWITCH DOWNTIME

ROW

CLASSIFICATION

0200
0201
0210
0211
0212
0213
0214

MSA
Non-MSA
Switches Under 1000 Lines
Switches 1000-4999 Lines
Switches 5000-9999 Lines
Switches 10000-19999 Lines
Switches 20000 or More Lines

Incidents Under 2 Minutes

Total
Number

Switches
With

Total Switch

Switches

Downtime

Downtime

Total

(an)

(ao)

(ap)

(aq)

%
Unscheduled Unscheduled
(ar)
(as)

FCC Report 43-05 – Rep. Def. – Column Descriptions

December 2007

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FCC Report 43-05
ARMIS SERVICE QUALITY REPORT
COMPANY:
STUDY AREA:
PERIOD:
COSA:

XXXXXXXXXXXXXX
XXXXXXXXXXXX
From mmm yyyy To mmm yyyy
XXXX

XXXX Version
Submission XXX
TABLE IV-A
PAGE 1 OF 1

TABLE IV-A – OCCURRENCES OF TWO MINUTES OR MORE DURATION DOWNTIME
Cause

CLLI Code

Access Lines

MSA

Duration

Date

Time

(t)

(u)

(v)

(w)

(x)

(y)

(z)

ROW
0220
0221
***
0319
0341
0342
***
1040

*** Denotes a continuation of rows.

FCC Report 43-05
ARMIS SERVICE QUALITY REPORT
COMPANY:
STUDY AREA:
PERIOD:
COSA:

XXXXXXXXXXXXXX
XXXXXXXXXXXX
From mmm yyyy To mmm yyyy
XXXX

XXXX Version
Submission XXX
TABLE V
PAGE 1 OF 1

TABLE V – SERVICE QUALITY COMPLAINTS

ROW

CLASSIFICATION

0320

Business Access Lines

0321

Federal Complaints-Business

0322

State Complaints-Business

0330

Residential Access Lines

0331

Federal Complaints-Residence

0332

State Complaints-Residence

Total

MSA

Non-MSA

(da)

(db)

(dc)

FCC Report 43-05 – Rep. Def. – Column Descriptions

December 2007

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General Instructions
For the purposes of this report, the terms switch, switching entity and entity are used
interchangeably. The terms access lines, lines and lines in service are also used interchangeably.
Switch counts and access line counts are updated annually, representing year-end counts. Roll-ups
of 43-05 data will contain data with percentages and averages appropriately weighted. Data for
individual study areas associated with each holding company requiring a weighted average will be
multiplied by the weighting factor or parameter indicated below, summed, and divided by the total
of the weighting parameter for all study areas.
Rows 0112 and 0114 (Percent Commitments Met and Average Interval) will be calculated as the
weighted average of individual study area data using Row 0110 (Total Number of Orders or
Circuits) as the weighting factor or parameter. Similarly, roll-ups for Row 0121 (Average Interval)
will use Row 0120 (The Total Number of Trouble Reports) as the weighting factor; roll-ups of Rows
0132 and 0134 (Percent Commitments Met and Average Interval) will use Row 0130 (Installation
Orders) as the weighting factor; Row 0145 (Out of Service Average Repair Interval) will use Row
0144 (Out of Service Initial Trouble Reports) as the weighting factor; Row 0147 (All Other Average
Repair Interval) will use Row 0146 (All Other Initial Trouble Reports) as the weighting factor; Row
0149 (Out of Service Repeat Repair Interval) will use Row 0148 (Out of Service Repeat Trouble
Reports) as the weighting factor and Row 0151 (Other Average Repair Interval) will use Row 0150
(Other Repeat Trouble Reports) as the weighting factor in calculating the weighted averages.
In Tables II, IV.A, and V, any row/column data entry which contains UNE data must be
accompanied by an explanatory footnote identifying the types of UNEs (e.g., “UNE-P”) that are
included.

Row Instructions
Table I
Row 0110 - Total Number of Orders or Circuits - Enter the total number of installation orders or
circuits from Interexchange carriers/customers that were completed during the current reporting
period on this row. This amount excludes installation orders or circuits not completed by the
commitment date because the customer was not prepared to receive service on that date. (The
amount of these exclusions is entered in Row 0111.) Enter in whole numbers. The reporting
carrier must include a footnote to indicate whether it is counting orders or circuits. This
footnote is mandatory and must be entered in the Footnote Table.
Row 0111 - Missed for Customer Reasons (MCR) - Enter the number of completed circuits or
installation orders that were not completed by the commitment date because the customer was not
prepared to receive service on that date. (Examples of MCR include, but are not limited to, the
following situations: 1) customer not ready, 2) customer requested later date, 3) premises not ready,
4) customer not prepared to test, 5) no access to premises. Enter in whole numbers.

FCC Report 43-05 – Rep. Def. – Column Descriptions

December 2007

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Row 0112 - % Commitments Met - Enter the percentage of commitments met during the current
reporting period on this row. This amount is calculated by dividing the number of installation orders
or circuits from Interexchange carriers/customers completed by commitment date by the total
number of installation orders or circuits (Row 0110). Enter in percent, rounded to 2 decimal places.
NOTE: Commitment dates are based on the ILEC’s installation intervals. The installation intervals
for various kinds of installations are published by the ILECs and must be kept on file with the
Commission. Commitment dates may be extended at the customer’s request.
Row 0114 - Average Interval - Enter the average interval, expressed in business days, between the
date the service order for Interexchange carriers/customers was placed and the date the service order
was completed, for orders completed during the current reporting period. This amount excludes
orders having commitment dates extended by customers. Round to the nearest tenth. If the average
interval is reported as zero for any column when Row 0110 is greater than zero, the reporting
carrier must include a footnote explaining the reason for the zero entry. This footnote is
mandatory and must be entered in the Footnote Table.
Row 0120 - Total Trouble Reports - Enter the total number of circuit-specific trouble reports
referred to the ILEC by interexchange carriers/customers during the current reporting period. Enter
in whole numbers.
Row 0121 - Average Interval - Enter the average interval, in hours to the nearest tenth based on a
stopped clock, from the time of the reporting carrier’s receipt of the trouble report to the time of
acceptance by the complaining interexchange carrier/customer. This interval is defined as “Interval
measured in clock hours, excluding only time when maintenance is delayed due to circumstances
beyond the ILEC’s control. Typical reasons for delay include, but are not limited to, premise access
when a problem is isolated to the location or to absence of customer support to test facilities.”
Table II
Row 0130 - Installation Orders - Enter the total number of installation orders for local service
customers for the current reporting period. This amount excludes installation orders not completed
by the commitment date because the customer was not prepared to receive service on that date.
Enter in whole numbers.
Row 0131 - Missed for Customer Reasons (MCR) - Enter the number of completed installation
orders that were not completed by the commitment date because the customer was not prepared to
receive service on that date. (Examples of MCR include, but are not limited to, the following
situations: 1) customer not ready, 2) customer requested later date, 3) premises not ready, 4)
customer not prepared to test, 5) no access to premises. Enter in whole numbers.
Row 0132 - % Commitments Met - Enter the percentage of commitments met during the current
reporting period on this row. This amount is calculated by dividing the number of installation orders
completed by commitment date by the total number of installation orders (Row 0130). Enter in
percent, rounded to 2 decimal places.

FCC Report 43-05 – Rep. Def. – Column Descriptions

December 2007

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Row 0134 - Average Interval - Enter the average interval, expressed in business days, between the
date the service order was placed and the date the service order was completed during the current
reporting period. This amount excludes all orders having commitment dates set by customers.
Round to the nearest tenth. If the average interval is reported as zero for any column when Row
0130 is greater than zero, the reporting carrier must include a footnote explaining the reason
for the zero entry. This footnote is mandatory and must be entered in the Footnote Table.
Row 0140 - Total Access Lines - Total end-of-year, in-service access lines in the study area. Access
lines include all classifications of local exchange telephone service including, but not limited to,
individual lines, party line access, PBX access, Centrex access, Coin access, Foreign Exchange
access, and WATS access, but do NOT include official/company circuits in the access line counts.
Access lines, as defined herein, is a more inclusive term than billable access lines as defined in the
ARMIS 43-01 Report. See row instructions for Rows 2090 through 2140 of the ARMIS 43-01
Report for the definition of billable access lines. Enter in whole numbers.
Initial Trouble Reports - These are complaints concerning service quality made by customers or end
users to ILECs. Such complaints concern problems that have not been reported to the ILEC within
the previous thirty day period.
Subsequent Trouble Reports - These are customer trouble reports made to the ILEC on service
quality problems, after the initial trouble report, but before the ILEC has resolved the initial trouble
report. A trouble report may be “resolved” by closing it to “no trouble found.”
Row 0141 - Total Initial Trouble Reports - Enter the total number of initial trouble reports. This
amount equals the total of Rows 0144 and 0146. Subsequent trouble reports are not included. Enter
in whole numbers.
Row 0144 - Out-of-Service Initial Trouble Reports - Enter the number of initial out-of-service
trouble reports received by the reporting carrier during the current reporting period. Out-of-service
means that the trouble reported causes the customer to be totally without telephone service. Enter in
whole numbers.
Row 0145 - Out-of-Service Average Repair Interval - Enter the average interval, expressed in hours
to the nearest tenth measured on a running clock, between the time a trouble report entered in Row
0144 is received by the ILEC, and the time the trouble report is cleared. This interval is defined as
“the total time from receipt of the customer trouble to clearing the trouble. Clearing represents the
final disposition of the report, either repairing the problem or closing the report to another category,
such as a no trouble found category.”
Row 0146 - All Other Initial Trouble Reports - Enter the number of all other initial trouble reports
(complaints concerning static, interrupted calls, etc.) received by the reporting carrier during the
current reporting period. Enter in whole numbers.

FCC Report 43-05 – Rep. Def. – Column Descriptions

December 2007

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Row 0147 - All Other Average Repair Interval - Enter the average interval, expressed in hours
measured on a running clock, between the time a trouble report entered in Row 0146 is received by
the ILEC, and the time the trouble report is cleared. Round to the nearest tenth.
Row 0160 - Subsequent Reports Related to Initial Trouble Reports - Enter the total number of initial
subsequent trouble reports. Enter in whole numbers.
Repeat Trouble Reports - These are customer trouble reports concerning service quality that are
received within thirty days after the resolution of an initial trouble report on the same line.
Subsequent Repeat Trouble Reports - These are customer trouble reports made to the ILEC on
service quality problems, after the repeat trouble report, but before the ILEC has resolved the repeat
trouble report. A trouble report may be “resolved” by closing it to “no trouble found.”
Row 0142 - Total Repeat Trouble Reports - Enter the total number of repeat trouble reports. This
amount equals the total of Rows 0148 and 0150. Subsequent trouble reports are not included. Enter
in whole numbers.
Row 0148 - Out-of-Service Repeat Trouble Reports - Enter the number of out-of-service repeat
trouble reports received by the reporting carrier during the current reporting period. Enter in whole
numbers.
Row 0149 - Out-of-Service Average Repair Interval - Enter the average interval, expressed in hours
measured on a running clock, between the time a trouble report entered in Row 0148 is received by
the ILEC, and the time the trouble report is cleared. Round to the nearest tenth.
Row 0150 - All Other Repeat Trouble Reports - Enter the number of other repeat trouble reports
received by the reporting carrier during the current reporting period. Enter in whole numbers.
Row 0151 - All Other Average Repair interval - Enter the average interval, expressed in hours
measured on a running clock, between the time a trouble report entered in Row 0150 is received by
the ILEC and the time the trouble report is cleared. Round to the nearest tenth.
Row 0170 - Subsequent Reports Related to Repeat Trouble Reports - Enter the total number of
repeat subsequent trouble reports. Enter in whole numbers.
Row 0143 - No Trouble Found - No trouble found refers to a trouble report investigation which
finds no discernible problem. Enter the number of investigations which found no problem during
the current reporting period. Enter in whole numbers.
Table III
Row 0180 - Total Trunk Groups - Enter the total number of common trunk groups in service at the
end of the year for which the reporting carrier is responsible. Common trunk groups are trunk

FCC Report 43-05 – Rep. Def. – Column Descriptions

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groups between the ILEC end office and the ILEC access tandem that carry Feature Group B, C and
D access traffic. Do not count connections between host and remote switches. IntraLATA traffic
may also be carried on these groups. Enter in whole numbers.
Row 0181 - Groups Measured – Of those common trunk groups in service at the end of the year,
enter the number measured during the final measurement period of the year. Enter in whole
numbers. The number entered in this row must be equal to or less than the number in Row 0180.
Row 0185 - Common Trunk Groups Carrying Feature Group D (FGD) Traffic Exceeding
Servicing Threshold for Three Consecutive Months - Enter the number of times a common trunk
group carrying FGD traffic has exceeded a servicing threshold of 2% for three or more
consecutive months during the reporting period. For example, if the same group exceeds the
servicing threshold for two non-consecutive periods, where each period is three or more months
in duration, count two. (Non-consecutive periods are periods separated by one or more months.)
Carriers using other thresholds must footnote them. Enter in whole numbers.
Row 0186 - Other Common Trunk Groups Exceeding Servicing Threshold for Three
Consecutive Months - Enter the number of times each other common trunk group carrying
interstate traffic has exceeded a servicing threshold of 3% for three or more consecutive months
during the reporting period. For example, if the same group exceeds the servicing threshold for
two non-consecutive periods, where each period is three or more months in duration, count two.
(Non-consecutive periods are periods separated by one or more months.) Carriers using other
thresholds must footnote them. Enter in whole numbers.
Row 0187 - Common Trunk Groups Carrying Feature Group D (FGD) Traffic Exceeding
Servicing Threshold for One Month - Enter the number of times a common trunk group carrying
FGD traffic has exceeded a servicing threshold of 2% for any one month during the reporting
period. For example, if the same group exceeds the servicing threshold in three separate months,
count three. Carriers using other thresholds must footnote them. Enter in whole numbers.
Row 0188 - Other Common Trunk Groups Exceeding Servicing Threshold for One Month Enter the number of times each other common trunk group carrying interstate traffic has
exceeded a servicing threshold of 3% for any one month during the reporting period. For
example, if the same group exceeds the servicing threshold in three separate months, count three.
Carriers using other thresholds must footnote them. Enter in whole numbers.

Row 0189 - Common Trunk Groups Carrying Feature Group D (FGD) Traffic Exceeding Design
Blocking Objectives for Three Consecutive Months - Enter the number of times a common trunk
group carrying FGD traffic has exceeded a design blocking objective (DBO) of 0.5% for three or
more consecutive months during the reporting period. For example, if the same group exceeds
the servicing threshold for two non-consecutive periods, where each period is three or more
months in duration, count two. (Non-consecutive periods are periods separated by one or more
months.) Carriers using a different DBO must footnote it. Enter in whole numbers.

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Row 0190 - Other Common Trunk Groups Exceeding Design Blocking Objectives for Three
Consecutive Months - Enter the number of times each other common trunk group carrying
interstate traffic has exceeded a design blocking objective (DBO) of 1.0% for three or more
consecutive months during the reporting period. For example, if the same group exceeds the
servicing threshold for two non-consecutive periods, where each period is three or more months
in duration, count two. (Non-consecutive periods are periods separated by one or more months.)
Carriers using a different DBO must footnote it. Enter in whole numbers.
Table IV
Row 0200 - MSA - This row represents all MSAs served within the study area. MSAs, or
Metropolitan Statistical Areas, are designated by the Office of Management and Budget in a list
released following each decennial census. An MSA is a Core-Based Statistical Area associated with
at least one urbanized area that has a population of at least 50,000. The Metropolitan Statistical Area
comprises the central county or counties containing the core, plus adjacent outlying counties having
a high degree of social and economic integration with the central county as measured through
commuting. See 65 Fed. Reg. 82228 (2000). Use the rounding conventions specified in the column
instructions when entering these data.
Row 0201 - Non-MSA - This row represents all areas in the study area which lie outside of any
MSA. Use the rounding conventions specified in the column instructions when entering these data.
Row 0210 - Switches Under 1,000 Lines - Enter the number of switches, and associated data,
serving fewer than 1,000 access lines. Use the rounding conventions specified in the column
instructions when entering these data.
Row 0211 - Switches with 1,000 to 4,999 Lines - Enter the number of switches, and associated data,
serving 1,000 to 4,999 access lines. Use the rounding conventions specified in the column
instructions when entering these data.
Row 0212 - Switches with 5,000 to 9,999 Lines - Enter the number of switches, and associated data,
serving 5,000 to 9,999 access lines. Use the rounding conventions specified in the column
instructions when entering these data.
Row 0213 - Switches with 10,000 to 19,999 Lines - Enter the number of switches, and associated
data, serving 10,000 to 19,999 access lines. Use the rounding conventions specified in the column
instructions when entering these data.
Row 0214 - Switches with 20,000 or More Lines - Enter the number of switches, and associated
data, serving 20,000 or more access lines. Use the rounding conventions specified in the column
instructions when entering these data.
NOTE: The sum of Rows 0200 and 0201 equals the sum of Rows 0210 through 0214.

FCC Report 43-05 – Rep. Def. – Column Descriptions

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Table IV-A
General Instructions
No roll-ups are to be provided for this table because the essence of this table is to provide
information on individual incidents: the cumulative data for the study area and the company are
provided in Table IV and the roll-up of Table IV.
Rows 0220 through 1040 - Each of these rows, with the exception of Rows 0320 through 0340
which are in Table V, is provided for entry of one occurrence of switch downtime (complete loss of
all call processing capability) of two or more minutes in duration. For each occurrence use one row,
entering the appropriate data in the columns provided. Include only those rows with data to be
reported, but complete every item in those rows. Use the rounding conventions specified in the
column instructions when entering these data.
Table V
Service Quality Complaints - Service quality complaints are complaints pertaining to service quality
filed with state or federal regulatory authorities. This term does not include complaints relating to
billing, operator service providers, 900 or 976 services.
Row 0320 - Number of Business Access Lines - Enter the total number of business access lines as of
December 31 of the calendar year being reported in the study area on this row. The data should
agree with data reported on Row 0140, Table II. Enter in whole numbers.
Row 0321 - Federal Complaints from Business Users - Federal complaints are complaints filed with
this Commission. Enter the number of federal complaints filed by business users on this row. Enter
in whole numbers.
Row 0322 - State Complaints from Business Users - State complaints are complaints filed with state
regulatory agencies. Enter the number of state complaints filed by business users on this row. Enter
in whole numbers.
Row 0330 - Number of Residential Access Lines - Enter the total number of residential access lines
as of December 31 of the calendar year being reported in the study area on this row. The data should
agree with data reported on Row 0140, Table II. Enter in whole numbers.
Row 0331 - Federal Complaints from Residential Users - Enter the number of federal complaints
filed by residential users on this row. Enter in whole numbers.
Row 0332 - State Complaints from Residential Users - Enter the number of state complaints filed by
residential users on this row. Enter in whole numbers.

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Column Descriptions
Table I
Interexchange - This table represents interexchange carrier customers placing installation orders or
reporting trouble to the local exchange carrier during the current reporting period.
Column (aa) - Switched Access - Circuit from the incumbent local exchange carrier (ILEC) office to
the interexchange carrier/customer Point of Presence (POP) for Feature Group B, C or D interstate
service.
Special Access - Circuit from the ILEC facilities to the interexchange carrier POP or customer
premises for voice grade service, WATS/800, metallic and telegraph services, audio or video
program services, wideband services, DDS, high capacity, DS1, DS3, and switched Feature Group
A services.
Column (ab) - High Speed Special Access - Circuit from the ILEC facilities to the interexchange
carrier POP or customer premises for DS1, DS2, DS3 and other similar digital services.
Column (ac) - All Special Access - Enter all special access data, including those entered in column
(ab), in this column.
Table II
Residence - Columns (ad), (ae) and (af) represent residential customers placing installation orders or
reporting trouble to the local exchange carrier during the current reporting period.
Column (ad) - MSA - MSAs, or Metropolitan Statistical Areas, are designated by the Office of
Management and Budget in a list following each decennial census. An MSA is a Core-Based
Statistical Area associated with at least one urbanized area that has a population of at least 50,000.
The Metropolitan Statistical Area comprises the central county or counties containing the core, plus
adjacent outlying counties having a high degree of social and economic integration with the central
county as measured through commuting. See 65 Fed. Reg. 82228 (2000). This amount represents
all residential customers located within MSAs in the study area served by the reporting carrier.
Column (ae) - Non-MSA - This amount represents all residential customers located outside of all
MSAs in the study area served by the reporting carrier.
Column (af) - Total - This amount represents all residential customers in the study area served by the
reporting carrier (the sum or weighted average of columns (ad) and (ae), as applicable).
Business - Columns (ag), (ah) and (ai) represent local service business customers placing installation
orders or reporting trouble to the local exchange carrier during the current reporting period.

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Column (ag) - MSA - See column (ad) for the definition of MSA. This amount represents all local
service business customers located within MSAs in the study area served by the reporting carrier.
Column (ah) - Non-MSA - This amount represents all local service business customers located
outside of all MSAs in the study area served by the reporting carrier.
Column (ai) - Total - This amount represents all business customers in the study area served by the
reporting carrier (the sum or weighted average of columns (ag) and (ah), as applicable).
Column (aj) - Total - This amount represents all customers (residential and business, MSA and NonMSA) in the study area served by the reporting carrier (the sum or weighted average of columns(af)
and (ai), as applicable).
Table III
Column (ak) - Annual - Report data on an annual basis displaying annual results.
Table IV
Switch Downtime - Switch downtime occurs when all call processing capability for an end office is
lost. Multiple serial outages at a single switch are to be counted as multiple individual outages if
service is restored, even momentarily, between them.
Column (an) - Total Number of Switches - Switching entities (switches) are assemblies of
equipment designed to establish connections between lines and trunks. Switching entities include
switches that provide local service only, as well as switches that provide both local and tandem
service, class 5 switching machines and any associated remote switching machines; e.g., a host end
office and its three associated remote switches will be reported as four switching entities. Switching
entities designed exclusively for access tandem, class 4, or operator services are not reported here.
Also, the remote terminals of concentrators and Integrated Digital Loop Carrier systems are not
reported here, because they are not switching entities. There may be more than one switching entity
per central office or wire center. Enter in whole numbers.
Column (ao) - Number of Switches With Downtime - This column represents the number of
switches that experienced downtime during the current reporting period. In cases of multiple
incidents of outage in the same switch, that switch would only be reported once. Enter in whole
numbers.
Column (ap) - Total Switch Downtime - Switch downtime occurs when call processing capability
for an end office is lost. Report all downtime, in cumulative minutes to the nearest tenth, in this
column.

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Incidents Under Two Minutes
Column (aq) - Total Incidents Under Two Minutes - This amount represents the number of incidents
of downtime under two minutes in duration. Enter in whole numbers.
Column (ar) - Unscheduled - This amount represents the number of incidents of switch downtime
under two minutes in duration that were not scheduled for routine maintenance or network upgrades.
Scheduled downtime refers to those times when a switch is taken down at a predetermined time so
that it may be upgraded or serviced. Such downtimes usually occur during non-busy hours. All
other downtime incidents are unscheduled. Enter in whole numbers.
Column (as) - % Unscheduled - This amount represents the percent of downtime incidents under two
minutes that are not scheduled for routine maintenance or network upgrades. (The ratio of column
(ar) to column (aq), in percent). Enter in percent, rounded to 2 decimal places.
Table IV-A
Column (t) - Cause - This column is two spaces wide. Each condition that causes downtime is
entered here as one of the following two-digit codes:
01 - scheduled - includes outages, restarts, phases, etc. resulting from scheduled or planned manual
initializations. This includes such activities as parameter loads, software/firmware/hardware
changes, and other OA&M activities.
02 - procedural errors - telco - installation or maintenance related
03 - procedural errors - telco - non installation or maintenance related (deviation from established
procedures, or human error within established procedures; includes failure to respond)
04 - procedural errors - system vendors - includes errors in documentation/instruction
05 - procedural errors - other vendors - e.g., contractor, independent installation vendor
06 - software design - faulty or ineffective design, including faulty patches or software overrides
provided by vendor
07 - hardware design - design deficiency or error. Does not include Product Change Notice (PCN)
inappropriately delayed by vendor (= procedural error vendor) or telco (= procedural error telco), or
PCN waived by telco (= procedural error telco)
08 - hardware failure - random hardware failure not related to design but due to inherent unreliability
of system components

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09 - acts of God - weather, natural disaster (including lightning, but not if lightning’s effect due to
bonding or grounding violations; then = procedural error vendor or telco)
10 - traffic overload - traffic load exceeds engineered capacity of system due to unforeseen external
condition; not if due to system trouble, inadequate engineering, inadequate network management,
system design deficiency
11 - environmental - contamination, leaks, temperature, etc.
12 - external power failure - use of this classification is rare because of existence of battery and other
backup systems; does not include failures of converters, inverters internal to telco
13 - massive line outage - cable cut, other
14 - remote - loss of facilities between host and remote (if due to activities internal to host or remote;
if external, assign other cause as appropriate - e.g., cable dig-up = procedural telco or procedural
other vendor)
15 - other/unknown - must be footnoted; if unknown, so state in footnote.
Thus, a carrier noting an unscheduled outage due to an external power failure would report simply
“12.” Footnotes should be used to give further details when necessary.
Column (u) - CLLI Code - Enter the eleven-character CLLI (Common Language Location
Identifier) code which identifies the switch that experienced downtime of two minutes or more in
duration. Enter data for only one switch’s outage incident on a row. Take care to verify that the
CLLI codes entered match the CLLI codes in the Local Exchange Routing Guide (LERG). If a
switch has been retired during the reporting period, provide in a footnote the 5-character
Equipment Type code that would have appeared in the LERG when the switch was in
service. If a code other than the standard 11-digit code is used, it must be footnoted.
Column (v) - Access Lines - Total in-service access lines served by the switch. Enter in whole
numbers.
Column (w) - MSA - See Table II, column (d) for the definition of MSA. Enter Y if the incident
involved a switch that lies within an MSA in the study area served. Enter N if the incident involved
a switch outside of all MSAs in the study area served.
Column (x) - Duration - Enter the duration of the outage in minutes, to the nearest tenth, in this
column.
Column (y) - Date - Enter the date of the outage in this column using the format; mmddyyyy.

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Column (z) - Time - Enter the time of the outage in this column using format hhmm for a 24 hour
clock (e.g., 11:00 p.m. = 2300; noontime = 1200; 6:30 p.m. = 1830, etc.)
Table V
Column (da) - Total - Enter the total number of access lines in the study area for rows 0320 and
0330 in this column; enter the total number of complaints in the study area for rows 0321, 0322,
0331 and 0332 in this column. The amount in this column equals the sum of columns (db) and (dc).
Column (db) - MSA - See Table II, column (ad) for the definition of MSA. Enter the appropriate
MSA amounts for rows 0320, 0321, 0322, 0330, 0331 and 0332 in this column.
Column (dc) - Non-MSA - Enter the appropriate non-MSA amounts for rows 0320, 0321, 0322,
0330, 0331 and 0332 in this column.