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National / International Care Ticket Submission Form
Process Guide
February 2007
V4.0
The information provided herein is for training purposes only. The information provided does not create or modify any legal
obligations between Qwest and a customer. The parties’ relationship is governed by existing legal obligations.
Confidential
Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.
National / International Care Ticket Submission Form
The National / International Care Ticket Submission Form was created to
upgrade customer functionality when submitting issues to the National /
International Customer Care Center. Customers may access the new National /
International Care Ticket Submission Form and Process Guide for form
completion guidelines by visiting:
http://www.qwest.com/wholesale/nccc/index.html.
National / International Care Ticket Submission Form Process Guide
The National / International Care Ticket Submission Form Process Guide was
created to provide detailed information regarding submission form location and
form submittal process.
National / International Care Ticket Submission Form submittal
If you need the National / International Customer Care Center to address an
issue and provide resolution, then you must submit a National /
International Care Ticket Submission Form.

In order to accommodate your needs, it remains the expectation of
Qwest that you:
 Submit a National / International Care Ticket Submission Form
when you have an issue that requires prompt resolution
 Contact the National / International Customer Care Center at 1800-291-7707 and refer to your Care Ticket number if you require
immediate attention
 International customers contact the National / International
Customer Care Center at 303-664-7309 and refer to your Care
Ticket number if you require immediate attention
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Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.
National / International Care Ticket Submission Form Process - continued
 The next several slides will provide you with the Web page locations for accessing
the submission form along with visual illustrations of the: submission form,
immediate submittal confirmation Web page, and automated e-mail response with
your Care Ticket Number
 Following the visual illustrations of the submission form etc., a brief instructional will
be provided to ensure that the required fields must be populated along with
important secondary information like: Alternate Contacts and Alternate Telephone
Number which are to be provided within the Problem Description field of the form
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Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.
Submit a Care Ticket by clicking on the National / International Care Ticket Submission
graphic at:http:/www.qwest.com/wholesale/.
http://www.qwest.com/wholesale/
Wholesale
Main Page
NOTE: Future
updates to the
Wholesale main web
page will remove this
graphic no later than
4/23/07
National /
International
Customer
Care Graphic
on Qwest
Wholesale’s
Main Page
Confidential
Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.
The Customer Service web page has been updated to include a text link titled
“Submit a Ticket to Customer Care”. To access the updated web page please go to the
following URL: http://www.qwest.com/wholesale/customerservice.html
Wholesale: Customer Service
>> Industry Solutions
National & Int’l Customer Service
Local Customer Service
► Getting Started
► Interexchange Access
► Ordering
► Resale and Interconnection
► Provisioning
► Wireless
>> Local Solutions
► Submit a Ticket to Customer Care
► Maintenance and Repair
► Billing
► Training
Added text
link that will
take you to
the National /
International
Care Ticket
Submission
Form
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Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.
To go directly to the National / International Care Ticket Submission Form you go
to the following URL: http://www.qwest.com/wholesale/nccc/index.html. You can
also save the Web page to your favorites on your browser.
http://www.qwest.com/wholesale/nccc/index.html
National /
International Care
Ticket Submission
Form Process
Guide
Submission Form
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Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.
The National / International Care Ticket Submission Form is concise for ease of
use and efficiency.
http://www.qwest.com/wholesale/nccc/index.html
Complete
Submission
Form
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Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.
Example of a completed Submission Form. NOTE: Alternate Contact Name and
Telephone Number is provided.
http://www.qwest.com/wholesale/nccc/index.html
Example of
Completed
Submission
Form
NOTE: Alternate Contact
Name and Telephone
Number is provided.
Please be sure to include the
Alternate Contact Name and
Telephone Number.
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Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.
Shown below is the immediate submittal confirmation Web page.
http://www.qwest.com/wholesale/nccc/index.html
This is the actual text
customers will receive after
clicking the Submit button.
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Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.
Shown below is the e-mail confirmation with the Care Ticket Number.
Sent to the initiator's e-mail address provided on the Submission Form
The e-mail confirmation will
detail your Problem
Description as the initiator
has detailed.
The initiator will be
contacted within four
business hours by a
Representative.
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Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.
Completion of the National / International Care Ticket Submission Form
 Complete all of the required fields that are marked with asterisks.
 Always provide an Alternate Contact Name and Telephone Number in the
Problem Description field, so the Qwest representative will be able to contact
the alternate contact if the initiator is unavailable.
 If the initiator is an international customer, then check the box labeled
“International” and include your international telephone number in the
Problem Description field.
 When there is an instance where more than 3,800 characters are needed for
your request, you’ll need to submit another Care Ticket and reference the
Care Ticket number already submitted.
 If your request is urgent, please contact the National / InternationalCustomer
Care Center at 1-800-291-7707. When contacting the center please refer to
your Care Ticket number.
 For International customers contact the National / International Customer
Care Center at 303-664-7309 and refer to your Care Ticket number if you
require immediate attention.
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Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.
Completion of the National / International Care Ticket Submission Form –
Continued
After submitting your request, you will be contacted within the next four
business hours by a Representative to discuss your request.
Once the e-mail notification is received with your Care Ticket number, please
do not reply to the e-mail as the reply will be placed in a mailbox that is not
monitored by Qwest.
If you experience an outage or issue when using the submission form, then
contact the Wholesale Systems Help Desk (WSHD) at 888-796-9102 for
assistance.
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Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.
National / International Care Ticket Submission Form Fields
1.
Your Name (Required Field)
2.
Phone Number (Required Field and to be filled out without dashes)
3.
Extension
4.
International
5.
E-mail Address (Required Field)
6.
Company Name (Required Field)
7.
Account Number (Required Field)
8.
Problem Description (Required Field and to be filled out with Alternate Contact
Name and Telephone Number)
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Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.
Contacts
National / International Customer Care Center Telephone Numbers
Telephone Number 1-800-291-7707
International Customers Use 303-664-7309
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Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.