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NETWORK/PHONE ISSUES PROCEDURE

NETWORK

 

 

  • General user

1. - Try to determine details of the problem

2. - Inform someone from the technical group

(At El Pino office inform Herman Rojas)

 

  • Technical group

1. – Try to locate source of the problem and report in JIRA

2. – Coordinate with CISS group solution to be implemented.

Jim Hughes:  205236

Eduardo Toro:  205242

CISS cell phone (after 17:30 hrs.) 83614538

Email: ciss@ctiao.noao.edu

 

  • CISS group

1. - Troubleshoot problem and report solution in JIRA

2. – Inform status by email to lcotech@lco.cl

 

If problem is found to be in the Point to Point link from Telefónica, a service request must be created in the Call desk of Telefónica:

 

Call 800214242

Use Option 1 (Data, Fibers, VPN, Internet, Satellites, Routers, etc.)

An operator will ask you for a description of the problem and following information:

Customer name: Carnegie Institution of Washington

RUT: 82.671.800-5

 

Dirección: Colina El Pino S/N La Serena

Código de servicio: K0920221

Equipos Datos :OSN 1500

01 Rack con energía - 48 volts 1+0 , mismo bastidor se instala OSN 1500


Dirección : Cerro Las Campanas , Interior de Cachiyuyo

Código de servicio : K0920222

Equipos de Datos :OSN 1500

01 Rack con energía - 48 volts 1+0 , mismo bastidor se instala OSN 1500

 

Please mention:

- This is a “punto a punto“ link or also called “enlace oscuro”.

- This is an urgent request with immediate response required.

 

  • PHONE

 

General user

 

1. - Try to determine source of the problem

2. - Inform someone from the technical group

 

Technical group

 

1. - Locate source of the problem and report in JIRA

2. – Coordinate solution to be implemented.

 

If problem is found to be inside our PABX (Private Automated Branch Exchange), our internal phone network or our billing system, please report to Patricio Pinto and Francisco Figueroa.

 

If problem is found to be from Telefónica routers or external, a service request must be created in the Call desk of Telefónica in the same way as with network problems.

 

  • OTHER IMPORTANT INFORMATION

 

1. - To check status of created service request, an option exists in the Call desk of Telefónica

Call 800214242

Use Option 3 (Request status)

Enter Number of Service Request to be consulted.

 

2. – In case you have problems requesting service from Telefónica, or if no actions has occurred after a couple of hours, please phone directly to our Service Manager at Telefónica, Mr. Demetrio Alanis (51-210145, cell phone 95296447).

 

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