Archived System CR SCR030204-04 Detail |
| Title: Provide Electronic Jeopardy Notices for ASR’s in QORA and Develop an Interim Manual Process | |||||
| CR Number |
Current Status Date |
Level of Effort |
Interface/ Release No. |
Area Impacted |
Products Impacted |
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| SCR030204-04 |
Denied 6/11/2004 |
- | 24/ | All QORA Products | |
| Originator: Johnson, Bonnie |
| Originator Company Name: Eschelon |
| Owner: Winston, Connie |
| Director: |
| CR PM: Esquibel-Reed, Peggy |
| Description Of Change |
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Qwest notifies a CLEC of a jeopardy on a ASR with a phone call. This is not an effective manner to notifiy because as a result no electronic record of the jeopardy notification exists for ASR’s. CLECs have a need to have an electronic notification of jeopardies to effectively perform jeopardy management to meet customers needs. For example, if an Eschelon employee is on vacation, all statuses for LSR’s are managed by Eschelon’s internal jeopardy management group. The LSR keeps moving regardless of whether or not the order originator is at work on any given day. For ASR’s, Qwest communicates jeopardies with a phone call or leaves a voice mail. This means that potentially Eschelon could be unaware of the jeopardy for several days. Depending on the type of jeopardy, this could cause delay’s to the customer for CNR jeps where the customer is required to perform some work and may prevent the CLEC from discussing alternate solutions for the customer to get service. In addition, there could be disputes about dates, times and content of conversation held between Qwest and CLEC when Qwest calls the CLEC.
On an Interim basis, develop a manual process to provide Jeopardy Notices & detailed explanation of the Jeopardy reason, via E-mail, to the CLEC order originator until the system change can be processed in QORA, and for TELIS requests, until a CLEC changes to QORA or until TELIS sunsets.
Expected Deliverable: Qwest will provide a system generated jeopardy notice in QORA and implement an interim process to send the jeopardy notice via E-mail for TELIS users and until the system generated jeopardy notice is implemented in QORA.
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Status History |
| Date | Action | Description |
| 3/2/2004 | CR Submitted | |
| 3/4/2004 | CR Acknowledged | |
| 3/4/2004 | Info Requested from CLEC | Sent Email to Eschelon Requesting Clarification Meeting Availability |
| 3/8/2004 | Info Requested from CLEC | Left Voicemail Message Requesting Clarification Meeting Availability. |
| 3/9/2004 | Info Received From CLEC | Received Eschelons Availability for Clarification Call |
| 3/9/2004 | Clarification Meeting Scheduled | Clarification Call Scheduled for March 12, 2004 |
| 3/12/2004 | Clarification Meeting Held | |
| 3/12/2004 | Status Changed | Status changed to clarification |
| 3/18/2004 | Discussed at Monthly CMP Meeting | Discussed at the March Systems CMP Monthly Meeting; please see March Systems CMP Distribution Package, Attachment B |
| 4/22/2004 | Discussed at Monthly CMP Meeting | Discussed at the April Systems CMP Monthly Meeting; please see April Systems CMP Distribution Package, Attachment I |
| 5/20/2004 | Discussed at Monthly CMP Meeting | Discussed at the May Systems CMP Monthly Meeting; please see MaySystems CMP Distribution Package, Attachment I |
| 6/11/2004 | Status Changed | Status Changed due to Denial Response |
| 6/17/2004 | Discussed at Monthly CMP Meeting | Discussed at the June Systems CMP Monthly Meeting; please see June Systems CMP Distribution Package, Attachment G |
Project Meetings |
| June 17, 2004 Systems CMP Meeting Discussion: Bonnie Johnson/Eschelon stated that she mentioned in yesterday’s Product/Product CMP Meeting that she would be submitting a CMP CR to develop a more effective process for ASRs. Bonnie stated that voicemail and phone calls are not effective for jeopardy notifications. Bonnie stated that she hopes that Qwest would work collectively with the CLECs. Bonnie stated that she did receive the denial for both the electronic and manual pieces of this CR from Peggy Esquibel-Reed (Qwest). Bonnie stated that she would submit a Process CR requesting a better manual process. Connie Winston/Qwest thanked Bonnie for the information. This CR is in Denied Status.
June 11, 2004 Email Sent to Bonnie Johnson at Eschelon: Hi Bonnie, Attached is a copy of your SCR030204-04 Provide Electronic Jeopardy Notices for ASRs in QORA and Develop an Interim Manual Process. This copy contains the Revised Qwest Response in the Qwest Response portion of the document. Thanks, Bonnie. Let me know if you have questions. Peggy Esquibel-Reed Qwest CMP CRPM- Systems
- May 20, 2004 Systems CMP Meeting Discussion: Connie Winston/Qwest stated that we are defining how to provide the jeopardy notices. This CR remains open. - April 22, 2004 Systems CMP Meeting Discussion: Connie Winston/Qwest stated that this is in Evaluation Status and that the Action Item would remain open.
- March 18, 2004 Systems CMP Meeting Discussion: Bonnie Johnson/Eschelon presented the CR Description. Bonnie stated that currently, there is no electronic jeopardy process and this CR is asking for QORA to be updated to provide an electronic jeopardy status. Bonnie stated that Eschelon is also asking for a manual process until the QORA system is updated and Telis retires. Bonnie stated that the manual process to be developed is to electronically notify the CLECs of Jeopardies on ASRs. Bonnie stated that this is a struggle to manage via voicemail. Bonnie stated that with voicemail there is no trail of when the call was placed or of what was said. Bonnie stated that the electronic means would benefit all. Bonnie noted that the order originator information would be available and an email to that originator would be appropriate. There were no questions or comments. Kit Thomte/Qwest stated that this CR is in Presented Status.
-- 3/12/04 Clarification Call Introduction of Attendees Bonnie Johnson/Eschelon, Stephanie Prull/Eschelon, Cassandra Hunt/Qwest, Kerry Waldner /Qwest, Phyllis Sunins/ Qwest, Jim Recker/ Qwest, Lynn Stecklein - Qwest Review Description of Change Lynn Stecklein - Qwest reviewed the description of change of change. Eschelon is requesting that Qwest provide Electronic Jeopardy Notices for ASRs in QORA and Develop an Interim Manual Process. Meeting Discussion Bonnie Johnson/Eschelon stated that she hoped that this request wouldn't be too difficult to implement. Bonnie noted that they were able to get this functionality on the IMA/LSR side. Phyllis Sunins/Qwest asked if Eschelon wanted the same type of functionality that they have on the LSR. Bonnie Johnson/Eschelon said yes. Phyllis Sunins/Qwest stated that on the ASR process that a call is made when a due date change is required. Bonnie Johnson/Eschelon said that she thought that this functionality would be more efficient for Qwest and that it is so much easier to have a trail of what has occurred. Phyllis Sunins/Qwest asked if Eschelon wanted the e-mail to go to one single point of contact during the interim process. Bonnie Johnson/Eschelon stated that Eschelon could handle an e-mail to one single point of contact, however, some CLECs may not want a designated single point of contact. Bonnie said that she would like to see consistency and said that Eschelon would be amenable to whatever is the most least impacting to Qwest. Phyllis Sunis/Qwest asked whatiwould happen if the single point of contact if out of the office. Bonnie Johnson/Eschelon stated that they would be able to forward the information and would automate on their side. Bonnie said that she did not know if the other CLECs would be able to do the same thing. Cassandra Hunt/Qwest asked if Eschelon was looking to receive an e-mail. Bonnie Johnson/Eschelon said yes, with the interim process. Cassandra Hunt/Qwest asked if Eschelon wanted the notification after the ASR FOC had been sent. Phyllis Sunis/Qwest stated that today we have K, C, & D type jeopardies and that we would probably mimic what we are doing on the LSR side. Phyllis stated that K=Facility, C = Customer, and D = ICO. Cassandra Hunt/Qwest asked what type of information Eschelon wanted on the jeopardy notice. Bonnie Johnson/Eschelon stated that they want information on why the order is being held and would like as much detail as possible. Bonnie cited examples such as Facility not available or F2 pair recovery. Phyllis Sunis/Qwest stated that efforts were underway on the LSR to add language to the Product Catalog that would mirror network's phraseology. Phyllis stated that after 72 hours we would provide additional detail on the jeopardy. Stephanie Prull/Eschelon stated that ASRs are not just for CLECs processes and issues. Cassandra Hunt/Qwest stated that we would address products ordered through QORA. Cassandra asked if this request would apply to Exact like the GUI/EDI requests. Bonnie Johnson/Eschelon stated that they use TELIS and not NDM. Stephanie Prull/Eschelon said that they don't use NDM and would like the notification through the GUI. Bonnie Johnson/Eschelon said that other CLECs may be interested in other means of receiving the information, for example - NDM. Confirm Areas and Products Impacted Lynn Stecklein/Qwest confirmed that the interface impacted is QORA. The products impacted are those ordered via EXACT/QORA. Establish Action Plan Eschelon will present this change request in the March CMP Systems Meeting.
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CenturyLink Response |
| REVISED DRAFT RESPONSE: June 11, 2004 Bonnie Johnson Eschelon This letter is in response to CLEC Change Request number SCR030204-04, dated 3/2/04, and titled: Provide Electronic Jeopardy Notices for ASR’s in QORA and Develop an Interim Manual Process. CR Description: Qwest’s current jeopardy notification process for ASRs is to notify the CLEC via a phone call from the Qwest account management team to the CLEC. Eschelon has requested that Qwest institute an automated process for sending Jeopardy Notifications to CLECs via QORA when an ASR goes into jeopardy status. Additionally, Eschelon has requested an interim process for Jeopardy Notifications to be sent via email, until QORA can process the Jeopardy Notifications. Qwest Response: Qwest has completed an analysis for SCR030204-04, Provide Electronic Jeopardy Notices for ASRs in QORA and Develop an Interim Manual Process and has determined that this change is economically infeasible. Today at Qwest, ASR status information is held in several systems and managed via a process that is largely manual. In order to automate the process to notify on jeopardy statuses, multiple Qwest systems would require enhancements, at an estimated cost of at least $1,117,000 (see breakdown below): Changes to Ordering Systems $310,000 Changes to Provisioning Systems $807,000 Changes to Repair Systems NA Changes to Billing Systems NA TOTAL: $1,117,000 Automating the Jeopardy notification process from end to end would require significant and expensive upgrades to Qwest systems. Additionally, automation would not support all Qwest ASR customers and would require that Qwest support multiple processes simultaneously. Any Qwest ASR customer using the NDM process for submitting ASRs and receiving notifications would need to implement the new, Qwest-specific form in its internal systems. Until all customers supported the jeopardy notification, Qwest would be required to notify non-compliant customers manually, thus making multiple processes necessary. The alternate manual process proposed by Eschelon will not be supported by Qwest, since it cannot be considered an interim step to automation. Increased manual processing will add more steps in gathering information and would require partial implementation of the proposed mechanized solution to support the manual process. Consequently, due to the high cost of this request, Qwest is denying your request for SCR030204-04, Provide Electronic Jeopardy Notices for ASR’s in QORA and Develop an Interim Manual Process, due to economic infeasibility. Sincerely, Qwest
- DRAFT RESPONSE April 9, 2004 RE: SCR030204-04 Provide Electronic Jeopardy Notices for ASR’s in QORA and Develop an Interim Manual Process Qwest has reviewed the information submitted as part of Change RequestSCR030204-04. Based upon research that has been conducted following the Clarification Meeting (held March 12, 2004) Qwest is still examining the issue. Qwest will continue to research the problem and provide an updated response at the May Systems CMP Meeting. At the April Monthly Systems CMP Meeting, CMP participants will be given the opportunity to comment on this Change Request and provide additional clarifications. Qwest is interested in the experiences of the CMP community as relates to this issue. Qwest will incorporate any feedback received at the next Monthly Systems CMP Meeting into further evaluation of this Change Request. Sincerely, Qwest
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Information Current as of 1/11/2021