AT&T Repair Order Procedures for Nortel DMS Offices

Advance Shipment Service (Like-for-Like)

Advance Shipment Service provides AT&T with replacement Field Replaceable Units (FRUs) prior to receiving defective FRUs.  Under Advance Shipment Service, Nortel Networks dispatches replacement hardware normally within five business days after capture of a customer order.  Nortel Networks offers three options for placing repair orders.

Repair Order by Phone Procedures

Dial 1-800-466-7835.  Listen carefully to the menu prompts.  Input 1 for Express Routing Code (ERC) and then input 181 (DMS Switching) to reach your repair destination.

AT&T personnel should have the following required information ready when placing a phone repair order with Nortel Networks:

A Part Request Form must be sent to Nortel Networks via e-mail or fax on all phone orders.

Repair Order by Fax Procedures

Fax completed part request forms to Nortel Networks at 972-685-8862.

Repair Order by Email Procedures

Email completed part request forms to Nortel Networks at rich.repair@nortelnetworks.com.

Return Material Authorization Numbers

Each repair order is issued a Return Material Authorization (RMA) number by Nortel Networks.  This number is critical for tracking individual orders and must be referenced on failure tags, shipping/packing lists, returned defectives, and any correspondence or inquiries concerning the order.

Emergency Part Dispatch Fees

Emergency Part Dispatch provides AT&T, during emergency circumstances, accelerated order fulfillment.

This service is not meant to replace AT&T carrying critical spares.

Nortel Networks can provide emergency advanced replacement 24 hours a day, seven days a week.  Nortel Networks will usually ship the replacement unit to AT&T within 24 hours of the receipt of a purchase order for the emergency request, provided that Nortel Networks has a functionally equivalent circuit pack in stock.

Nortel Networks will charge AT&T a fee of $400 per advanced replacement circuit pack to cover all Nortel Networks expediting costs.  If requested, Nortel Networks can also provide counter-to-counter expedited shipment service for an additional $400 per repair order.  Counter-to-counter is a service where at AT&T's request, Nortel Networks will hand-deliver the emergency replacement to an airline counter in order to expedite shipment even quicker than the normal advanced replacement service.  The replacement would be delivered to an airline counter at the airport nearest to AT&T's location via the next commercial flight.

Material On Loan Policy

AT&T must return the faulty circuit pack to Nortel Networks so that Nortel Networks can close out the RMA within 30 calendar days from the receipt of the original order.  If Nortel Networks has not received the circuit pack within 15 calendar days, Nortel Networks will notify AT&T of the impending billing situation.  If Nortel Networks does not close out the RMA within 30 calendar days, Nortel Networks will bill AT&T the "A" stock value of the circuit pack shipped when the RMA was opened.

Defective Return Packing Slips

Defective return packing slips should be used to return all defective parts to Nortel Networks.  Nortel Networks will provide defective return packing slips for use by customers in return shipments.  A copy of the defective return packing slip should be placed in all the cartons and attached outside.  Nortel Networks recommends that a copy of the packing slip be attached to the outside of the shipment as well as put in carton to aid in processes and proper identification of returned material.  The Nortel Networks Part Request Form may be used as a packing list.  The RMA number should be clearly marked on the outside of each box.  All equipment returned to Nortel Networks must be shipped in appropriate static bags or approved ESD treated packing boxes.

If AT&T supplies their own defective return packing slip it must contain these pieces of information and must be included on the shipping/packing list for proper handling:

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Item                               Required Information
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1.  From                           Company name, return address, and telephone number.
2.  Ship Date                      Date parts are shipped from the customer.
3.  Ship Via                       Shipping carrier name. 
4.  Waybill Number                 Shipping carrier tracking number.
5.  Number of Cartons              Number of cartons being sent on shipment.
6.  Customer's P.O.#               Provided, if applicable.
7.  Repair order number            RMA number issued when order is placed. 
8.  Site ID or Project Number      
9.  Item Number 
10. Quantity Ordered 
11. Quantity Returned 
12. Nortel Networks Part Number 
13. Description of Item 
14. Serial Number                  The serial number for each item in the shipment.
15. Shipment Requested By          Customer's representative signature.
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Nortel Networks Repair Facility Address (DMS Switching)

Nortel Networks
 C/O CTDI
 1334 Enterprise Drive    
 West Chester, PA 19380   
 Attn: Receiving Department (RMA Number) 
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AT&T Local Network Services DMS-500 Installation Base

Customer                 City/State           CLLI Code     Project Number/Office Code/Site ID
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ALNS-Atlanta 1           Norcross, GA         NRCRGAISDS0    D222 
ALNS-Atlanta 2           Atlanta, GA          ATLNGATLDS7    RL01 
ALNS-Austin 1            Austin, TX           AUSTTXGRDS0    JN63
ALNS-Baltimore 2         Comumbia, MD         CLMAMDNIDS1    RZ83 
ALNS-Baltimore 1         Baltimore, MD        BLTMMDFMDS0    J345 
ALNS-Birmingham          Birmingham, AL       BRHMALPODS0    L484
ALNS-Boston 4            Boston, MA           BSTNMALBDS1    JN50 
ALNS-Camden              Camden, NJ           CMDNNJCEDS2    JG09 
ALNS-Charlotte           Charlotte, NC        CHRLNCNADS0    D441 
ALNS-Chattanooga         Chattanooga, TN      CHTGTNKVDS0    L485 
ALNS-Cheshire            Cheshire, CT         CHSHCT02DS1    SY94 
ALNS-Chicago 5           Chicago, IL          CHCGILCGDS1    JW47 
ALNS-Chicago 6           Lisle, IL            LSLEILAADS1    SX72 
ALNS-Cincinnati          Cincinnati, OH       CNCOOHFPDS1    D442 
ALNS-Cleveland           Independence, OH     INDPOHDBDS0    L186
ALNS-Columbus            Columbus, OH         CLMBOHFQDS2    JM56
ALNS-Dallas 1            Dallas, TX           DLLBTXPVDS0    Q023 
ALNS-Dallas 2            Dallas, TX           DLLSTXTLDS8    RC57 
ALNS-Dallas 4            Dallas, TX           PLANTXXZDS0    5Z33 
ALNS-Denver 1            Aurora, CO           AURRCOBUDS0    K677 
ALNS-Denver 2            Denver, CO           DNVRCOMDDS0    JN53
ALNS-Detroit 2           Detroit, MI          DTRTMIBADS0    D445
ALNS-Dix Hills           Huntington, NY       HNTNNYSUDS2    JM57
ALNS-Greensboro 1        Greensboro, NC       GNBONCEUDS4    JP55 
ALNS-Hartford 1          Hartford, CT         HRFRCTCRDS0    J155 
ALNS-Houston 1           Houston, TX          HSTNTX1301T    Q264 
ALNS-Houston 2           Houston, TX          HSTNTX01DS5    JL88
ALNS-Indianapolis 1      Indiannapolis, IN    IPLTINMADS1    K872 
ALNS-ITN3 DMS-500        Warrenville, IL      WNVLILAADS5    RA10 
ALNS-Jacksonville 1      Jacksonville, FL     JCVLFLCLDS6    JP43 
ALNS-Knoxville           Knoxville, TN        KNVLTNBHDS0    D446 
ALNS-LA 4                Los Angeles, CA      LSANCA03DS7    JN51 
ALNS-Louisville          Louisville, KY       LSVLKYCSDS4    RP26 
ALNS-Manhattan 8         New York, NY         NYCMNYBWDS6    JW46 
ALNS-Manhattan 9         New York, NY         NYCMNYBWDS5    JM07 
ALNS-Nashville           Nashville, TN        NSVLTN48DS0    L486 
ALNS-NJ 3                Newark, NJ           NWRKNJ02DSA    JN49 
ALNS-Oakland 2           Oakland, CA          OKLDCA03DS5    JN52 
ALNS-Oakland 3           Oakland, CA          OKLDCA03DS6    6E15 
ALNS-Miami 3             Ojus, FL             OJUSFLTLDS3    SB35
ALNS-Philly 2            Philadelphia, PA     PHLAPASBDS3    JG08 
ALNS-Philly 4            Philadelphia, PA     PHLAPASBDS4    3R20 
ALNS-Philly 1            Philadelphia, PA     PHLAPAAZ01T    J105 
ALNS-Pittsburgh 3        Pittsburgh, PA       PITBPADGDS7    SD73 
ALNS-Portland 2          Portland, OR         PTLDOR62DS2    JM54 
ALNS-Providence          Providence, RI       PRVDRIUFDS1    JM46 
ALNS-Raleigh             Raleigh, NC          RLGHNCMODS1    JN64 
ALNS-Richmond            Richmond, VA         RCMDVAGRDS5    JP65 
ALNS-NJ 2                Rochelle Park, NJ    RCPKNJ02DS1    JL89 
ALNS-Salt Lake City 1    Salt Lake City, UT   WVCYUTBXDS0    D443 
ALNS-Salt Lake City 2    Salt Lake City, UT   WVCYUTBXDS1    9A55 
ALNS-San Antonio         San Antonio, TX      SNANTXCADS7    JM02 
ALNS-San Diego 2         San Diego, CA        SNDGCA02DS3    RW05
ALNS-San Francisco 3     San Francisco, CA    SNFFCADKDS0    RK24 
ALNS-San Jose            San Jose, CA         SNJSCA02DS4    JL91 
ALNS-Stamford            Stamford, CT         SMFRCTCTDS0    RW11 
ALNS-Staten Lab          Staten Island, NY    NYCRNYEGDS1    J985 
ALNS-Seattle 3           Tacoma, WA           TACNWACRDS0    RW49 
ALNS-WDC 1               Washington, DC       WASHDCTTDS0    L185 
ALNS-WDC 2               Washington, DC       WASHDCDTDS1    JL90 
ALNS-White Plains        White Plains, NY     WHPLNY02DS5    JM55
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