Open Product/Process CR 5608142 Detail |
| Title: LNP repair interval | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
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| 5608142 |
Denied 11/14/2001 |
Repair | LNP | |||
| Originator: Thiessen, James |
| Originator Company Name: Avista Communications |
| Owner: Dubose, Lorna |
| Director: |
| CR PM: |
Description Of Change |
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Currently, Qwest has a 24-hour commit tine for all LNP trouble tickets that are opened. These tickets can be escalated every ½ hour, but all the escalation does is guarantee that the ticket will be worked within 24 hours. Would like to see this reduced to a more reasonable amount of time.
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| Date | Action | Description |
| 6/13/2001 | CR received from Jim Thiessen of Avista Communications 6/18/01 – Status changed to New – to be Evaluated 7/09/01 - Reviewed under consideration | |
| 7/9/2001 | LNP product team to discuss on 7/17/01 – will report status during the July 18th Monthly CICMP Meeting (LD) | |
| 8/9/2001 | Status report will be given by Lorna Dubose and Joan Wells during the August CICMP Meeting | |
| 8/15/2001 | CLEC CMP Meeting Product & Process CR 5608142. Joan indicated that with implementation of repair issue within 48 hours of port, or 48 hours after port should correct the issue. Jim Beers advised that a clarification meeting would be set-up and chaired by Judy Schultz, or her designee. J Schultz L Dubose By next meeting | |
| 8/22/2001 | CR under review (MJB) | |
| 8/23/2001 | Qwest called Jim Thiessen (Avista) to set up clarification meeting; awaiting call back | |
| 8/27/2001 | Qwest called Jim Thiessen (Avista) to set up clarification meeting; awaiting call back #2 | |
| 8/30/2001 | Jim Thiessen (Avista) returned call; if no meeting on 09/04/01 then first meeting on 09/17/01. | |
| 9/5/2001 | Qwest response posted to database | |
| 9/19/2001 | Status update provided at CMP (MJB) | |
| 9/21/2001 | Response walkthrough meeting with Avista (MJB) | |
| 9/24/2001 | Meeting minutes sent to Avista (MJB) | |
| 10/10/2001 | Qwest response posted to database. | |
| 10/17/2001 | CMP Meeting: Qwest presented draft response. Additional clarification meeting with Jim to occur regarding concerns, Loop with LNP. New CR may need to be opened. | |
| 11/9/2001 | Issued Revised Response dated 11/09/01 to Avista. | |
| 11/14/2001 | CMP Meeting - Qwest advised that the response denies the CR request, status changed to Denied. Eschelon would like Qwest to explain why a 24 hour commitment was not feasible. | |
| 3/20/2002 | CR Open/Closed Status changed to Closed per agreement at 03/20/02 Monthly CMP Meeting that CRs having Denied status should also reflect Closed Status |
Project Meetings |
| September 21, 2001 11:00 a.m. Change Request Response Walkthrough Attendees: Jim Thiessen (Avista), Lorna Dubose (Qwest), Margaret Bumgarner (Qwest), Todd Mead (Qwest), Tom Davis (Qwest), Michael Buck (Qwest) Qwest presented the draft response to the change request. Jim (Avista) indicated that the change request was intended to correct a problem that occurs once every three or four months. (The problem has not occurred since the CR was issued in early June.) The issue is that if there is problem at the time of the port, Avista would like to have it resolved in less than 24 hours to prevent or reduce the amount of time a customer is left without service. In the past, Avista had been instructed to call the LNP LAB for resolution. When this has happened resolution has taken up to 24 hours. Margaret (Qwest) indicated that she believes that the repair escalation process has subsequently changed. She believes the process is for the CLEC to call the ISC for issues within 48 hours of the port and that the ISC would make the call to the LNP Lab. Margaret believed that the new process was covered in a notice issued in late May. Jim (Avista) indicated that if the process Margaret described would satisfy his concern and his intent for writing the CR. Lorna took a few action items to confirm the process for Avista in a revised response. Action Items: - Lorna Dubose (Qwest) to confirm process for dealing with LNP Lab (due 9/26) - Lorna Dubose (Qwest) to write revised response (due 9/26)
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CenturyLink Response |
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November 9, 2001 Mr. Jim Thiessen Avista Communications This letter is in response to your CLEC Change Request Form, number 5608142 dated June 13, 2001 – LNP Repair Interval. Request: Currently, Qwest has a 24-hour commit time for all LNP trouble tickets that are opened. These tickets can be escalated every ½ hour, but all the escalation does is guarantee that the ticket will be worked within 24 hours. Would like to see this reduced to a more reasonable amount of time. Response: Repair intervals were agreed to at the performance measurement workshops under the auspices of the Regional Oversight Committee (ROC) and the Arizona TAG. MR-11 LNP Trouble Reports cleared within 24 hours was established as a measure of the interval agreed upon. The standard is parity with MR-3C Results for Retail Residence. Qwest will continue to be consistent with these agreements. Qwest Call Center Agents will review any pending order information for accuracy and establish contact with the appropriate repair center, if necessary. The ISC will issue a work queue ticket and agree to provide regular status to the CLEC at regular intervals until resolution. Sincerely, Maureen Callan Group Product Manager
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Information Current as of 1/11/2021