Service Address Management

This article covers creating and validating service addresses for your service area. A service address is a location to which service is provided. Each facilities provider maintains a list of established service addresses, which identifies all addresses to which they can provide service. When a new customer is created or a new service is added to an existing customer, the provider searches this list for that customer or service’s location. If a matching service address is found, it is linked to that customer or service. If a matching service address is not found, the provider must determine whether to add the new service address to the list of established service addresses or tell the customer that service cannot be provided at that location.

When you add an E911 eligible service to an order, you can designate one of the service addresses linked to the service as the E911 address and validate the service address against the MSAG data base.

When a customer or service is disconnected, the link between the service address and the customer/service is removed, however, the service address remains on the list of established service addresses for future use by another customer/service.

Service addresses are also linked to other parts of the IDI platform such as Address Validations, Pre-Qualifications, and MSAG Validations for E911 purposes. Since these functions are performed at the service address level, not the customer level, data from these functions can be linked to the service address. Once a service address is validated, it does not have to be validated again, even if the customer at that service address changes.

Services addresses can be created and managed via:

• file import

• manually via the IDI Desktop Client or Customer Care web module.

Note:

When using the Client or Customer Care, MSAG Community and 911 County pull down menus are populated by data imported with the MSAG file.

Orders – Designating a Service Address as E911

In Orders, when you add a service type configured as eligible for E911, you can designate a service address on the service as the E911 address. When you select the Service Addresses view in the Service Details panel, if a service address has not yet been designated, you’ll see informational text indicating this condition.

To designate an address, click the edit (pencil) icon. This displays a form for adding one or more service addresses, designating one as the E911 address.

If there are no service addresses currently listed here, you can add one or more using the + or link icons. The + icon opens Customer Care to the Service Addresses page where you can configure new addresses. If you don’t need to create new ones, click the link icon to display the Link Addresses form. This form lists available addresses that you can link to the new service.

After selecting one or more addresses, use the Edit Service Addresses view to designate one as the E911 Address.

Note:

When designating a Service Address as E911, the E911 Class of Service and E911 Service Type default to values set on the service type in the IDI Desktop Client Product Catalog. You can override the default values if necessary. This is supported in the Order Management web APIs as of version 23.10 and is supported in the Orders user interface as of version 24.1. You can also manage this information in Customer Care.

To use Order Management web APIs, refer to applicable web API documentation in the IDI Knowledge Center. How to manage this information in Orders or Customer Care is described below.

Overriding E911 Class of Service and Service Type in Orders

The designated E911 address will have two additional drop-down menus for overriding the default Type of Service and Class of Service selections.

If you change a default selection, the Undo Override control lets you revert to the default value.

On saving, overridden values are shown in red.

Managing Service Addresses In Customer Care

You can manage service addresses on a system-wide basis or by individual accounts.

To manage service addresses on a system-wide basis, choose MANAGE > Service Addresses.

To manage on an individual account basis, with the account open, on the Customer menu choose Services and Features > Service Addresses.

In either case, this lands you on the Service Addresses page. The layout varies slightly depending on whether you’re managing system-wide or on an individual account.

The same functionality is available in both views. You can:

• Link services to an address or unlink services from an address:

Clicking LINK displays the Link Addresses form.

• Show the details for a service number.

  

• Add addresses.

• Perform MSAG validation.

Performing MSAG Validation in Customer Care

When MSAG validation is enabled in Customer Care, you can validate a new service address when you add it to the account or edit an existing service address. For existing service addresses, when you click on one in the left panel, you can see whether the address has been MSAG validated.

To fix a Not MSAG Validated address, click EDIT and enter MSAG Validation information.

MSAG providers (Provider drop-down menu) are managed via the Admin Console Data Management MSAG provider table. The content of this table populates the Provider drop-down menu. The Community and County menus are populated based on MSAG information in the IDI solution.

On saving, if the information is correct the validated status will be indicated.

Click ADD to add a service address to the account and validate the address. This displays basically the same dialog as shown above.

Viewing and Managing E911 Information in Customer Care

You can view and manage E911 information from the Services & Features page. To do this, select the service in the left pane then select E911 Information from the View drop-down menu in the right pane​.

Note:

View access requires Allow Log On permission in Customer Care. Managing E911 information requires Manage Customer permission.

When an active E911 service does not have an E911 address assigned, this condition is indicated by an orange triangle next to the service number.

The Services & Features page also lets you manage E911 information on the service. This includes:

• Adding an E911 address when one does not exist.

  Note:

  The address is not required to be MSAG validated to be an E911 address.

• Removing an address.

• Editing the E911 address, type of service and class of service.

To manage E911 information on a service, with the service selected in the left pane and the E911 Information view selected, click the Edit button in the right pane.

This displays the Edit dialog. Use the applicable drop-down menus to add/remove/edit information as needed.

Notes:

• The E911 address is automatically set when you link a service address to an E911 service if the E911 address is not already set for the service.

• You are not permitted to unlink a service address if it is designated as an E911 address​.

Manually Creating an E911 Record in Customer Care

You can manually generate an E911 record when needed, for example, to correct an error. This function is only available when the E911 address is set and the E911 Class of Service and Type of Service fields are also populated. In this case an additional drop-down menu is available for selecting one of five function codes: Change (C), Delete (D), Insert (I), Unlock (U), and Migrate (M).

Once a code is selected, click GENERATE E911 RECORD.

Using the Service DetailsPage

You can also view E911 information via the Service Detail Page (click service address in the right pane)​. This view does not support managing E911 information.

Service Address Search – MSAG Validated Filter

In Customer Care OmniSearch, the service address search has a new field to filter search results on MSAG Validation Status. The drop-down menu provides two options: Valid or Not Valid.