13 State DWA POTS/DSL Technician Job Aid

In the course of providing excellent Customer service, the Technician is enabled to indicate, at a
detailed level, the work performed while dispatched on a job by selecting a Detailed Work Activity
(DWA) in the course of closing or returning a job.

For all Functions and Dispatch Types, GCAS shall capture and report the Lunch Taken value
on all jobs as part of the close or return process.
If the Technician wants to take lunch during the duration (start to close) of the dispatch, then
upon returning or closing a job, they must select the Lunch Taken button Yes. The Lunch
Taken Yes button can only be selected one (1) time during the day and shall become
disabled on future closes and returns for that day.

1|Page

August 18, 2011

If the job being closed or returned meets the criteria for Detailed Work Activity (DWA), GCAS
shall display the DWA decision model - Do you want to submit Detailed Work Activities for this
job? Yes or No.

If the Technician selects No, they will continue with the return/close process as usual.
If the Technician selects Yes, a new DWA screen will appear as shown.

2|Page

August 18, 2011

Entering Detailed Work Activity (DWA) Entries for Call Out Travel Time:

In the event a Technician has an after hours call out, and the Technician travels to the
Work Center Garage in their non-company vehicle, the Technician will be permitted to
input the DWA option for Call Out Travel Time.
The DWA Call Out Travel Time option is to only be used for the time the Technician
travels from their home location to the Work Center Garage.
o In the event the Technician completes the call out prior to the start of their
scheduled tour and returns home, the DWA Call Out Travel Time option utilization
would be applicable
To select the DWA Call Out Travel Time option, the Technician will select Yes on the
Detailed Work Activity prompt model.
GCAS displays the Detailed Work Activity panel with Plant Equipment Type drop down
lists for the Technician to select the appropriate amount of time for the Call Out Travel
Time
The Technician selects the proper Call Out Travel Time and will input the proper quantity
of actual Travel Time.

GCAS Screen Snapshot Example for Call Out Travel Time:

3|Page

August 18, 2011

DWA for Call Out Travel Time: Time is taken in increments of 15, 30, 45 minutes or 1 hour.
Example: If a Tech needs to show 45 minutes of travel time he/she would select Activity of 45
Minutes, then enter Quantity of 1 to indicate = 45 minutes travel
Plant Equipment Type

Activity

CALL OUT TRAVEL TIME

CALL OUT TRAVEL TIME
CALL OUT TRAVEL TIME
CALL OUT TRAVEL TIME

15 MINUTES
30 MINUTES
45 MINUTES
1 HOUR

Maximum Quantity Value

4
2
2
2

EXAMPLE: Entering DWA Entries for Call Out Travel Time

Scenario: Entering DWA Call Out Travel Time of 45 Minutes:
The Technician had an after hours call out and the travel time from the Technicians home to the
Work Center Garage was 45 minutes and the Technicians normally scheduled tour began after
the completion of the Call Out task and no return home will occur, the Technician would select:
Plant Equipment Type: Call Out Travel Time and Activity: 45 Minutes and Maximum
Quantity Value: 1
NOTE: The return home travel time from the Work Center- Garage should mirror the same amount of the initial travel
time to arrive to the Work Center Garage.

Detailed Work Activity (DWA) Reminders for Technicians on POTs/DSL

Activities
Technicians working on POTs formatted jobs can use the DWA dropdown function at the close of
a job in GCAS to account for the time associated with extra work activities in the following
situations. It is very important that Managers and Technicians understand how many increments
to select.
Detailed Work Activity (DWA) Entries for CO related work:
The technician will be permitted to use CO related DWA options in the event they are
dispatched on a ticket and have to travel to the CO to either place a jumper, remove a
jumper, or make a test while physically working inside the Central Office.
GCAS displays the Detailed Work Activity panel with Plant Equipment Type drop down
list for techs to select the appropriate activity associated with the techs CO visit. NOTE:
Not Applicable for tickets dispatched via COMET.
Time is accounted for by indicating quantity of activity or how many of a certain
activity is completed. If a Tech runs 4 jumpers he/she would select 4 to indicate how
many of the particular activity was completed
Plant Equipment Type

Activity

ADD JUMPER IN CO
REMOVE JUMPER IN CO
TEST IN CO

Performed CO work (how many added?)

Performed CO work (how many removed?)
Performed CO work (how many tested?)

4|Page

August 18, 2011

Maximum Quantity Value

25
25
25

EXAMPLE: Entering DWA Entries for CO related work:

Scenario: Using DWA option Add Jumper in CO:
Technician dispatched on a ticket in an Unmanned Central Office location and has to travel to
the CO to run one jumper on the frame in order to complete to job.
Plant Equipment Type: Add Jumper in CO
Activity: Performed CO work
Quantity Value: 1
POTS/DSL DWA Entries for Bridge Tap Removal

DWA options for Bridge Tap Removal should only be used in the event a Technician
dispatches on a job and closes the job to disposition code 0406. This only applies to trouble
reports where the defect is corrected by removing the bridge tap off of the customer facilities
and service is restored by removing that portion of the plant.

Dig Time is accounted for in both increments of 15 minutes or quantity of activity and is the
only 0406 DWA with increments in minutes.
Plant Equipment Type

Activity

BRIDGE TAP REMO, ACC PLANT

BRIDGE TAP REMO, ACC PLANT
BRIDGE TAP REMO, ACC PLANT
BRIDGE TAP REMO, ACC PLANT

AER SPLICES ACCESSED (how many accessed?)

BUR SPLICES ACCESSED (how many accessed?)
BRIDGES REMOVED (how many removed?)
TEST (how many tests run?)

BRIDGE TAP REMO, NON-ACC PLANT

BRIDGE TAP REMO, NON-ACC PLANT
BRIDGE TAP REMO, NON-ACC PLANT

AER SPLICES ACCESSED (how many accessed?)

BUR SPLICES ACCESSED (how many accessed?)
BRIDGES REMOVED (how many removed?)
DIG TIME (increment of 15 Min 30 minutes spent digging
= 2 increments )
TEST (how many tests run?)
MH ACCESSED (how many accessed?)
MH SETUP, TEARDOWN (how many set up or torn
down?)
BUFFER (how many buffered?)
MH SPLICES ACCESSED (how many accessed?)
MH BRIDGES REMOVED (how many accessed?)
TEST (how many tests run?)

BRIDGE TAP REMO, NON-ACC PLANT

BRIDGE TAP REMO, NON-ACC PLANT
BRIDGE TAP REMO, MANHOLE
BRIDGE TAP REMO, MANHOLE
BRIDGE TAP REMO, MANHOLE
BRIDGE TAP REMO, MANHOLE
BRIDGE TAP REMO, MANHOLE
BRIDGE TAP REMO, MANHOLE

Maximum
Quantity Value
3
3
25
10
3
3
25
25
10
10
4
3
3
25
10

NOTE: TEST can be defined either by test set (JDSU, Sidekick, BLT, TDR) and/or by application (CART,
BBT, MLT, & LSBBT). Each test can be individual test and completed over multiple pairs or multiple
directions.

EXAMPLE: Entering DWA Entries for Bridge Tap Removal:

Scenario: Using DWA option Bridge Tap Removal in an Aerial Splice
Technician dispatched on a maintenance ticket to remove one Bridge Tap for a potential DSL /
Uverse customer and had to access 2 aerial splices. The technician should select:
Plant Equipment Type: BRIDGE TAP REMO, ACC PLANT
Activity: AER SPLICES ACCESSED
Quantity Value: 2
5|Page

August 18, 2011

Plant Equipment Type: BRIDGE TAP REMO, ACC PLANT

Activity: BRIDGES REMOVED
Quantity Value: 1
POTS/DSL DWA NOTES:
For DWA option Bridge Tap Removal Accessible Plant The technician will be required to
indicate the actual number of cases accessed, bridges removed, and times the pair was tested
during the dispatch.
For DWA option Bridge Tap Removal Buried Plant The technician will be required to
indicate the actual number of cases accessed, bridges removed, number of times the pair was
tested during the dispatch and the amount of time it took to dig the pit.
For DWA option Bridge Tap Removal Man Hole The technician will be required to indicate
the actual number of Man Holes accessed, number of times the tech set up and tore down,
cables buffered, splices accessed, bridges removed and number of times the pair was tested
POTS/DSL DWA Entry for Damage Helping / Cut or Damaged Cable

DWA options for Cut or Damaged Helping should only be used in the event a tech helps
another tech on a cut or damaged cable job and closes their routine helper ticket to disposition
code 1092.

Plant Equipment Type

Activity

DAMAGE HELPING

CUT/DAMAGE
MH WORK ASSIST
*Only to be used where requirements dictate two
technicians are on site for Manhole work.
TECH 2MAN SAFETY
* Used in areas that are deemed unsafe for one tech to
perform task, and a need for an additional tech are
required.

SAFETY ASSIST

SAFETY ASSIST

Maximum
Quantity Value
1

EXAMPLES: Entering DWA Entries for Helping on Cut or Damaged Cable.

Technician helps another technician to restore a cut cable. The Technician should select at least
one of the appropriate DWA Selections:
Plant Equipment Type: DAMAGE HELPING
Activity: CUT / DAMAGE
Quantity Value: 1
Plant Equipment Type: SAFETY ASSIST
Activity: MH WORK ASSIST
Quantity Value: 1
Plant Equipment Type: SAFETY ASSIST
Activity: TECH 2MAN SAFETY
Quantity Value: 1

6|Page

August 18, 2011

DWA Entry for NON-ACC PLANT (Non-Accessible Plant)

DWA options for NON-ACC PLANT are only to be used for those instances where ticket is
closed to disposition code 0420. (NOTE: Effective 5/1/2011)
Plant Equipment Type

Activity

NON-ACC PLANT
NON-ACC PLANT
NON-ACC PLANT
NON-ACC PLANT
NON-ACC PLANT
NON-ACC PLANT
NON-ACC PLANT

CABLE VAULT
HEAT SHRINK
LEAD SLEEVE
LEAD
PRESS SPL CASE/CLO
SPAN COPPER
TRUNK

Maximum Quantity Value

1
1
1
1
1
1
1

DWA Entry for ACC-PLANT (Accessible Plant)

DWA options for ACC-PLANT are only to be used for those instances where ticket is closed
to disposition code of 0430, 0432 (Ready-Access), or 0433 (Fixed-Count).

Plant Equipment Type

ACC-PLANT

Activity

Maximum Quantity Value

1

AERIAL

DWA Entry for Drop Placement / Replacement associated with a storm sweep

DWA option should only be used when a tech is dispatched on a maintenance ticket associated
with a storm sweep.
Available only with Job Type: MREXXND

Plant Equipment Type

STORM SWEEP DROP

Activity
PLC/RPLC DROP

Maximum Quantity Value

12

POTS/DSL DWA BILLING (WEST REGION ONLY) Used to account for time spent on
activities associated with billing on Service Orders and Troubles.

NOTE: Only to be used when a Bill is generated by the technician.

Plant Equipment Type

Activity

POTS BILLING
POTS BILLING
POTS BILLING

1 HOUR
15 MINUTES
30 MINUTES

POTS BILLING

45 MINUTES

7|Page

August 18, 2011

Maximum Quantity Value

2
4
2
2

POTS/DSL (DWA) TRIAL FOR CDPs on Service Orders

Technicians working on POTS Service Orders that require CDP, Clear Defective Pair, can use the
DWA dropdown function at the close of a job to account for the time associated with extra work
activities. It is very important that Managers and Technicians understand how many increments
to select. (Max Quantities = 3 for Residence, and 5 for Business)
Plant Equipment Type

Activity

Comments

CIM R CABLE

Quantity of pairs cleared

CIM R CABLE
CIM B CABLE

CLEARED R DEF F1
CLEARED R DEF FZ
(F2, F3 etc)
CLEARED B DEF F1

Max
Qty
3

Quantity of pairs cleared

Quantity of pairs cleared

3
5

CIM B CABLE

CLEARED B DEF FZ
(F2, F3 etc)

Quantity of pairs cleared

NOTE: Clear Defective Pair DWA Selections are not intended for those tasks associated with LST/Pair Change.

EXAMPLES: Entering DWA Entries for Clear Defective Pair.

Technician restores a defective cable pair, for Installation Service Order, on which customer
service is considered a Residence. The Technician should select at least one of the appropriate
DWA Selections:
Plant Equipment Type: CIM R CABLE
Activity: CLEARED R DEF F1
Quantity Value: 1
Plant Equipment Type: CIM R CABLE
Activity: CLEARED R DEF FZ
Quantity Value: 1
DWA for IPDSL (TRIAL):

Plant Equipment Type

Activity

Maximum Quantity
Value

CIM UV IPDSLM TRIAL

PLACE NEW HOME RUN

CIM UV IPDSLM TRIAL

EXISTING HOME RUN

EXAMPLES: Entering DWA Entries for IPDSL:

The Technician performs work at a customer premise that requires inside wire to be placed or find
existing Jack in connection for RG/Modem.
8|Page

August 18, 2011

U-VERSE/DRYLOOP (DWA) TRIAL FOR ADDING DROP/INID

DWA Option to be used for technicians working on DryLoop/U-verse Service Orders that
have CDW/TDW and technician must Place/Replace Drop Wire or Network Interface per
M&P Requirements.
NOTE: If Job is a U-verse Helper Ticket (Provisioning) and 04XX code is used, then DWA Option can be
selected. If U-verse Helper Ticket and 03XX Code is used, then DWA Option should not be selected.
Plant Equipment Type

Activity

Maximum Quantity Value

POTS DROP DRYLOOP

POTS DROP DRYLOOP
POTS DROP DRYLOOP

PLACE AERIAL DROP

PLACE BURIED DROP
PLACE NID

1
1
1

POTS DROP UVERSE

PLACE AERIAL DROP

POTS DROP UVERSE

PLACE BURIED DROP

POTS DROP UVERSE

PLACE NID

EXAMPLES: Entering DWA Entries for DROP/INID.

Technician clears F2 pair for Dry Loop or U-verse Helper Ticket and finds that drop needs to be
placed or replaced with twisted pair Aerial Drop. Technician closes ticket with appropriate 04XX
code and should select at least one of the appropriate DWA Selections:
Plant Equipment Type: POTS DROP DRYLOOP
Activity: PLACE AERIAL DROP
Quantity Value: 1
Plant Equipment Type: POTS DROP UVERSE
Activity: PLACE AERIAL DROP
Quantity Value: 1

9|Page

August 18, 2011

Detailed Work Activity Requirements and Expectations

Requirements and Expectations for POTS/DSL Technicians:
Make detailed narrative entries as normal.
Select YES if lunch was taken during the dispatch.
Continue to follow proper completion and return procedures for all dispatches.
Be dispatched on the job you are working on.
Provide feedback on problems and/or roadblocks to your supervisor.
When returning a service order, complete as much work as possible before closing the job
(One and Done)
Make certain all reports, vouchers, bills, time reports, payroll and service records, measurement
and performance records, and other essential data are prepared carefully and accurately.
Requirements and Expectations for Managers via MSOC ESM Tool:
The Detail Work Activity (DWA) Report provides the Network Manager with daily DWA
usage statistics for the date selected
This report calculates the percentage of total earned time was derived from DWA entries
To access Technician specific DWA entries drill down on the DWA% shown for the
selected Technician
Network Managers will be provided a month to date summary of the plant equipment
types, activities and quantities entered
This report calculates the percentage of job related earned time (Job Type ESM) that was
derived from DWA entries
This report also provides the amount of ESM time awarded for each entry plus overall
DWA impact on Technicians % Efficiency. Managers have the ability to identify trends.
Review Detailed Work Activity entries entered by the Technicians are reflective of actual work
performed and reported accurately
The most current DWA POTS/DSL and SSIM Technician Job Aids are located on this link:
DWA Job Aid Folder: CIM POTS Job Aids
CONTACTS:
Department
Network Methods and Support-LFO-SE

Name
Clayton Smith

ATTUID
ws2063@att.com

Network Methods and Support-LFO-SW

Chris Morris

cm8199@att.com 404-927-2034

Network Methods and Support-LFO-MW

Debbie Childers

dc0155@att.com

404-927-3396

Network Methods and Support-LFO-W

Bill Graves

bg2561@att.com

706-738-9544

10 | P a g e

August 18, 2011

Phone #
210-650-8208