Wholesale: Products & Services

Archived System CR SCR052605-03 Detail

Physical/Jack/Inside Wire work Requests

Business Customer

Apartment or Suite

Chronic Trouble (from DATH Analysis)

Repeat Trouble (from DATH Analysis)

Access to yard is No

Network Interface not accessible

If New, Transfer or Change Service Order found in the last 30 days

If LOC field on Line record does not equal a blank or “none” – if LOC is populated with APT, Suite, etc. an appointment will be required.

This change should reduce the amount of No Access situations that Qwest experiences with Retail and Wholesale Customers.

System Change Request:

This change request will help reduce repeat reports as well as Meantime to Restore on Trouble Reports.

Update CEMR to require appointments based on the above criteria.

Status History

Project Meetings

Bonnie J. Johnson Director Carrier Relations Eschelon Telecom, Inc. Phone 612 436-6218 Fax 612 436-6318 Cell 612 743-6724 bjjohnson@eschelon.com

--Original Message-- From: Stecklein, Lynn [SMTP:Lynn.Stecklein@qwest.com] Sent: Tuesday, November 29, 2005 10:59 AM To: Johnson, Bonnie J. Subject: FW: SCR052605-03 CEMR enhancement to improve no access scenarios

Hi Bonnie,

As indicated below, Qwest stated that we would monitor the no access scenarios for the months of August, September and October. We have found that the no access percents vary less than a half of a percent for those 3 months. Let me know if you have any further concerns or questions regarding this matter.

Thanks,

Lynn Stecklein

Qwest Wholesale CRPM

303 382-5770

--Original Message-- From: Stecklein, Lynn Sent: Wednesday, September 14, 2005 9:09 AM To: 'Johnson, Bonnie J.' Subject: SCR052605-03 CEMR enhancement to improve no access scenarios

Hi Bonnie,

This is a follow up to the discussion that took place in the August CMP Meeting regarding SCR052605-03 CEMR enhancement to improve no access (see meeting minutes below).

In that meeting, Jim Recker stated that we should be able to track when appointments are made and missed by the disposition code. Jim has since found that we don’t track the “No Access” volumes with a specific disposition code. However, Qwest does track overall “No Access” scenarios (Wholesale and Retail) and have found that it has varied less than 1% over the 3 month period of May, June and July. Since this Change Request deployed on July 19, 2005, we would like to monitor “No Access” scenarios for 3 more months to ensure that the volumes do not increase.

Let me know if this meets your needs or if you have any additional questions or concerns.

Thanks,

Lynn Stecklein

Qwest Wholesale CRPM

303 382-5770

Meeting Minutes from August 17, 2005 CMP Meeting

SCR052605-03 CEMR enhancement to improve no access scenarios (originated by Qwest)

Jill Martain – Qwest stated that this CR deployed on 7/19/05 and that this CR will be closed.

Bonnie Johnson – Eschelon said that systematically she does not have a problem with closing this CR. She said that she was told that there are a lot of missed appointments and did not know if Qwest was monitoring. She said that she would like to have some discussion on this issue. Bonnie said that it does not appear that Qwest reviewed the results and that it does not appear that the end result met the expectation. Bonnie said that the CLECs expressed concern that Qwest would be inundated with appointments and a concern if they had an appointment it would be less than the interval. Bonnie said that if the customer missed the appointment, calls would be generated to the CLEC and Qwest. Bonnie said that the CLECs told Qwest that appointments would increase and that Qwest assured them that appointments would be met. Bonnie stated that appointments are not being met and that she was not certain that the end result is there. Bonnie asked if this needs to be looked at closer.

Jill Martain – Qwest clarified if the question was whether or not we are tracking our no access and are we improving our results.

Bonnie Johnson – Eschelon agreed.

Jill Martain – Qwest said that we will research and get back with Eschelon.

Bonnie Johnson – Eschelon stated that she has no objection to closing this CR. [Comment received from Eschelon: but recommended we open an action item.]

Jim Recker – Qwest asked if Eschelon had any examples.

Bonnie Johnson – Eschelon said that she did not have any at hand. She said that this was the feedback she has received over the last couple of weeks. Bonnie asked if Qwest had the ability to track when appointments are made and missed.

Jim Recker – Qwest said that we should be able to track by disposition codes.

Bonnie Johnson – Eschelon said that she will check on her side as well.

Jill Martain – Qwest stated that we will close #3, #4, and #5 and get back with Eschelon regarding their questions.

8/17/05 Systems CMP Meeting

Jill Martain - Qwest stated that this CR deployed on 7/19/05 and that this CR will be closed. Bonnie Johnson - Eschelon said that systematically she does not have a problem with closing this CR. She said that she was told that there are a lot of missed appointments and did not know if Qwest was monitoring. She said that she would like to have some discussion on this issue. Bonnie said that it does not appear that Qwest reviewed the results and that it does not appear that the end result met the expectation. Bonnie said that the CLECs expressed concern that Qwest would be inundated with appointments and a concern if they had an appointment it would be less than the interval. Bonnie said that if the customer missed the appointment, calls would be generated to the CLEC and Qwest. Bonnie said that the CLECs told Qwest that appointments would increase and that Qwest assured them that appointments would be met. Bonnie stated that appointments are not being met and that she was not certain that the end result is there. Bonnie asked if this needs to be looked at closer. Jill Martain - Qwest clarified if the question was whether or not we are tracking our no access and are we improving our results. Bonnie Johnson - Eschelon agreed. Jill Martain - Qwest said that we will research and get back with Eschelon. Bonnie Johnson - Eschelon stated that she has no objection to closing this CR. [Comment received from Eschelon: but recommended we open an action item.] Jim Recker - Qwest asked if Eschelon had any examples. Bonnie Johnson - Eschelon said that she did not have any at hand. She said that this was the feedback she has received over the last couple of weeks. Bonnie asked if Qwest had the ability to track when appointments are made and missed. Jim Recker - Qwest said that we should be able to track by disposition codes. Bonnie Johnson - Eschelon said that she will check on her side as well. Jill Martain - Qwest stated that we will close #3, #4, and #5 and get back with Eschelon regarding their questions.

7/20/05 Systems CMP Meeting

Jill Martain - Qwest stated that this CR deployed on July 19th and will remain in CLEC Test for another month.

6/23/05 Adhoc Meeting

Attendees: Sharon Van Meter - AT&T, Amanda Silva - VCI Company, Bonnie Johnson - Eschelon, Randy Forsythe - MCI, Patty - AT&T, Jeff Bellen - Eschelon, Ladonna Hendrick - AT&T, Kim Isaacs - Eschelon, Mary Lohnes - MidContinent, Jason Gloman - XO Communications, Lori Frederickson - Integra, Jason - Integra, Georgeanne Weidenbach - Qwest, Vicki Dryden - Qwest, Steph Prull - Eschelon, Karen Johnson - Integra, Gracie Ramos - Qwest, Cathy Garcia - Qwest, Susan Lorence - Qwest, Jim Recker - Qwest, Lynn Stecklein - Qwest

Sharon Van Meter- AT&T thanked Qwest for scheduling this meeting so quickly and said that due to the time allotted for this call, we may need another follow up call.

Susan Lorence - Qwest said that we were a little out of process and that we usually don’t have calls before the comment cycle. She said that we will capture the minutes in the CR. Susan said that there was a modified Level 2 notice with a comment cycle issued for related PCAT updates associated to the system CR that was discussed in the June CMP Meeting. Susan said that the system notice was sent out on 6/21/05.

Cathy Garcia - Qwest said that Qwest will require an appointment be made when a trouble ticket is opened for physical work if the end user resides in an apartment or if there is a suite number, a chronic (3rd in 30 days), no access to yard, and the NID is not accessible to Qwest.

Bonnie Johnson - Eschelon said that the current process provides access in the ticket and asked why this change is necessary.

Cathy Garcia - Qwest said that this is for an actual appointment (4 hour timeframe) not a window and is specific to the appointment box on the ticket.

Bonnie Johnson - Eschelon asked if they just choose a 4 hour window or are there any restrictions.

Cathy Garcia - Qwest said that there no restrictions on the appointment and the system will offer available appointments as long as it is within the window. Cathy said that the end time can’t be greater than the appointment time and that TIC must be authorized. She said that this is in the code today and that there is no change.

Kim Isaacs - Eschelon said that with the 7/19/05 CEMR Release, there will be a select appointment window and asked if Qwest would only show available appointments.

Cathy Garcia - Qwest said no.

Kim Isaacs- Eschelon asked how Qwest would manage the appointments.

Cathy Garcia - Qwest said just like we do today and that when the technician is assigned they will see the A&B times from the ticket.

Kim Isaacs - Eschelon asked what is the window.

Cathy Garcia - Qwest said that the appointment window is 4 hours and the access window can be 8:00 to 5:00.

Kim Isaacs- Eschelon asked what happens if the end user is available 8:00 to 5:00.

Cathy Garcia - Qwest said that the window can only be 4 hours and that they could select a 4 hour window in the narrative.

Kim Isaacs - Eschelon asked what happens if they have to update the appointment if it’s after 12:00.

Cathy Garcia - Qwest said no they could put that in narrative.

Kim Isaacs - Eschelon asked if this was applicable to non design tickets only.

Cathy Garcia - Qwest said yes.

Kim Isaacs - Eschelon said that this needs to be clear in the documentation.

Bonnie Johnson - Eschelon asked where was this documented.

Georgeanne Weidenbach - Qwest said that this was an addition to the Maintenance and Repair PCAT directly under the non design portion.

Bonnie Johnson - Eschelon asked if the PCAT was out for review yet.

Susan Lorence - Qwest said that it was and is what AT&T based their comment on.

Kim Isaacs - Eschelon said that there was a mix of design and non design and it was difficult to ascertain what applied to what. She said that with MLT, how do the CLECs know when an appointment is required.

Cathy Garci a - Qwest said that the version code will indicate if the trouble is outside then the CLEC will need to schedule an appointment.

Bonnie Johnson - Eschelon asked if there was a change, would the appointments be restarted.

Cathy Garcia - Qwest said that we will show you the available appointments for the day and the CLEC can select an appointment.

Bonnie Johnson - Eschelon said and when they are gone, they are gone.

Cathy Garcia - Qwest said yes, and if the CLEC needs an appointment that is not available, they need to call Qwest.

Georgeanne Wiedenbach - Qwest said that we would document when an appointment is required in the PCAT for non design services.

Susan Lorence - Qwest will include as part of the formal response to the comments.

Sharon Van Meter - AT&T stated that they don’t access CEMR and asked if the process for MEDIACC will change.

Cathy Garcia - Qwest stated that the process for MEDIAAC remains the same.

Bonnie Johnson - Eschelon said that this is for the GUI only and there is no impact to MEDIAAC.

Cathy Garcia - Qwest said that is correct and that with MEDIAAC you authorize the dispatch upfront.

Bonnie Johnson - Eschelon asked what is the process if the repair is called in.

Cathy Garcia - Qwest said that in that instance you would use the CEMR requirements.

Randy Forsythe - MCI asked what to do if the end user only gives a 1 or 2 hr. window.

Cathy Garcia - Qwest stated that they would need to call the Center to secure the 1 to 2 hr. window. She said that they would need to coordinate with the field technician.

Susan Lorence - Qwest validated this is the existing process and that there would be no change.

Cathy Garcia - Qwest confirmed and said that there is no restriction in the narrative.

Bonnie Johnson - Eschelon said that there is very little room.

Cathy Garcia - Qwest said that Qwest is in the same situation and suggested that the CLEC call Qwest in those scenarios.

Kim Isaacs - Eschelon asked if Qwest was committed to meet the appointment time.

Cathy Garcia - Qwest said Qwest is committed to make the appointment. She said that the technician may get hung up and that it is not a 100% guarantee but that we will make every effort.

Kim Isaacs - Eschelon asked if an 8 hour window could be an alternative for more flexibility.

Cathy Garcia - Qwest said that we may possibly be able to look at doing that in the future.

Kim Isaacs - Eschelon asked if Qwest could consider for the July 19th Release.

Cathy Garcia - Qwest said that the code is completed and is too late to consider for the July 19th Release.

Bonnie Johnson - Eschelon asked if an appointment had to be secured with MEDIAAC.

Cathy Garcia - Qwest said that MEDIAAC is app-to-app and is not used in the same way. She said that with MEDIAAC you don’t look at a line record and it doesn’t tell you if it a chronic problem and there is no interface between systems.

Jason - Integra asked what happens when an appointment is missed.

Cathy Garcia - Qwest said that Qwest would notify to reschedule.

Lori Frederickson - Integra asked if 8:00 to 12:00 is selected and the technician can’t make the appointment until 2:00, will he go at 2:00.

Cathy Garcia - Qwest said that the technician will make every attempt.

Jason - Integra asked then why not have an 8 hour window.

Kim Isaacs - Eschelon asked if Qwest will work to clear the trouble prior to appointment or wait until the appointment.

Cathy Garcia - Qwest said that we won’t wait and that we will work on the ticket.

Sharon Van Meter - AT&T asked if we needed to schedule another meeting. Susan Lorence - Qwest stated that the comment cycle for the Process change is open through 6/25/05 and the System comment cycle closes today. She said that there is still an opportunity to comment on PCAT updates Sharon Van Meter - AT&T asked if this change would take place even if they commented and could they still make changes. Susan Lorence - Qwest stated that the change would take place on July 19th. Sharon Van Meter - AT&T said that their questions had been answered. Bonnie Johnson - Eschelon said that they wanted to mull over this conversation and is a little astonished right now. Kim Isaacs - Eschelon asked why this change was not discussed prior to today and before the coding was done. She said that Qwest did not take into account the CLECs internal processes. Susan Lorence - Qwest said that this CR was presented in June. Kim Isaacs - Eschelon said that the CMP Meeting was last Wednesday and a week later is a slam dunk. She said that there were no discussions on the impact to processes. Susan Lorence - Qwest said that we could schedule a meeting with a 5 day notice to the CLEC Community. Jason - Integra asked what dates did Qwest look at. Cathy Garcia - Qwest said that they did customer surveys and that the customer was not happy that they had to stay home all day. She also stated that this CR was issued for parity. Sharon Van Meter - AT&T said that they used to have the option for appointments and now they are required. Jason - Integra asked if this data was on the residential or business side. Cathy Garcia - Qwest said that the data was on both. Susan Lorence - Qwest stated that we would schedule an adhoc meeting to discuss further. Randy Forsythe - MCI said that keeping the 4 hour window is going to hurt Qwest. Cathy Garcia - Qwest said that this is not a 4 hour window and that we still have the 8 hour window to fix. Kim Isaacs - Eschelon asked what the range appointment was going to gain if you are going to fix anyway. She said that Qwest should be looking at access hours. Cathy Garcia - Qwest said that the 4 hour window would secure the technician. Kim Isaacs - Eschelon said that if the customer is willing to be there she did not understand the 4 hour window. Cathy Garcia - Qwest said that this CR was issued by Qwest for parity and customer surveys. She said that if the CLECs are looking for something different they could open a CR. Kim Isaacs - Eschelon said that this CR was pushed on them with no discussion. Cathy Garcia - Qwest said that this CR was issued for parity and that we advised what we would be doing. Susan Lorence - Qwest stated that we would address the CLECs concerns and would send out the 5 day notice for the next adhoc meeting. Sharon Van Meter - AT&T thanked Qwest for setting up this call.

Original Message-- From: kdisaacs@eschelon.com [mailto:kdisaacs@eschelon.com] Sent: Thursday, June 23, 2005 4:05 PM To: kdisaacs@eschelon.com Subject: PROS.06.20.05.F.03027.Maintenance&RepairV49

Thank you for submitting your comments through the Qwest CMP Document Review and Comment Process. The information you entered is listed below. If you have any questions, please direct them to cmpcomm@qwest.com.

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Notice Number: PROS.06.20.05.F.03027.Maintenance&RepairV49 Document Name: Document Version Number: Document History Log Line Number: Comment: Eschelon submits the following objections to updates as noticed on PROS.06.20.05.F.03027.Maintenance&RepairV49. Eschelon believes that the requirement of 4-hour appointment windows is not necessary and is an undue burden to CLECs using CEMR Repair GUI. Currently, Eschelon can provide the end user customer’s access hours and if needed Eschelon can indicate our end user customer’s desired appointment time. If Eschelon chooses not to populate the appointment time, this is an indication to Qwest that our customer will be available during the access hours provided. Requiring a 4-hour appointment window just adds additional information and perceived appointment commitments that will be difficult for Qwest to manage. In some cases, the appointment will be superfluous information on the repair ticket when Qwest dispatches outside the appointment windows as Qwest indicated they would do on the 6-23-05 call.

On the 6-23-05 call Qwest hosted, Qwest indicated that the 4-hour appointment window is not required for MEDIACC users. Further more, Qwest communicated on the call that if the appointment window expires and the commit time on the ticket is later that day, Qwest will dispatch to resolve the ticket to meet the commit time. Eschelon asks what purpose do the 4-hour appointment windows serve if Qwest will be dispatching outside the appointment window anyway? Qwest also stated that if the customer will be available all day, the CLEC should use precious space in the CEMR narrative to communicate the customer’s desire for an all day appointment. Qwest communicated that the CEMR changes were required because Qwest made changes to it’s internal systems based on surveys and data from Qwest retail customers but Qwest did not consult the CLECs to determine if the 4 hour appointment window requirements are appropriate for wholesale customers. Eschelon’s is extremely concerned about ! Qwest’s ability to manage the appointment times. Qwest stated they will attempt to meet the appointment times but they will not commit to meet the appointment times. Qwest has not addressed how they will manage appointments if for example, Qwest is flooded with requests for morning appointments, or circumstances arise that make it difficult for Qwest to meet the appointments requested. Does Qwest have the resources in place to monitor appointments and deal with escalation associated with missed appointments? Eschelon strongly believes that the current appointment process meets the wholesale customers needs. Eschelon is also very concerned that Qwest is imposing this appointment requirement on a sub set of CLEC that use the CEMR repair GUI when CLECs using MEDIACC are not required to set appointments. Eschelon requests that Qwest withdraw the updates, due to the fact that Eschelon believes the requirement for 4 hour appointment windows is unmanageable and unnecessary whe! n the current access hour and appointment time process meets o! ur needs . = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = =

Name: Kim Isaacs Title: ILEC Process Analyst Specialist Phone Number: 612-436-6038 E-mail Address: kdisaacs@eschelon.com

6/15/05 CMP Systems Meeting

Jill Martain - Qwest stated that the implementation date for this request is 7/19/05.

6/15/05 CMP Systems Meeting

Cathy Garcia - Qwest stated that this request is being issued for parity. She said this request will require an Appointment be made when ever a trouble report is generated and any of the following is present on the trouble report: Physical/Jack/Inside Wire work Requests, Business Customer, Apartment or Suite, Chronic Trouble (from DATH Analysis), Repeat Trouble (from DATH Analysis), Access to yard is No, Network Interface not accessible, if New, Transfer or Change Service Order found in the last 30 days, if LOC field on Line record does not equal a blank or none if LOC is populated with APT, Suite, etc. She said that this change should reduce the amount of No Access situations that Qwest experiences and will help reduce repeat reports as well as Meantime to Restore on Trouble Reports for Retail and Wholesale Customers. Bonnie Johnson - Eschelon said that she did not have any questions at this time but that she may request an adhoc meeting to discuss further.

6/1/05 Clarification Meeting

Attendees: Cathy Garcia - Qwest, Jim Recker - Qwest, Susan Lorence - Qwest, Mark Haynes - Qwest, Lynn Stecklein - Qwest

Review Description of Change Request Cathy Garcia - Qwest stated that this CR is requesting to change the process to require an Appointment be made when ever a trouble report is generated and any of the following is present on the trouble report: Physical/Jack/Inside Wire work Requests Business Customer Apartment or Suite Chronic Trouble (from DATH Analysis) Repeat Trouble (from DATH Analysis) Access to yard is No Network Interface not accessible If New, Transfer or Change Service Order found in the last 30 days If LOC field on Line record does not equal a blank or (none) if LOC is populated with APT, Suite, etc. an appointment will be required. This change should reduce the amount of No Access situations that Qwest experiences with Retail and Wholesale Customers.

A 28 day GUI notification will be sent on June 20th and a Level 2 change will be sent on June 20th for the process change.

Confirm Areas & Products impacted This request impacts CEMR and non-design products.

System Change Request: This change request will help reduce repeat reports as well as Meantime to Restore on Trouble Reports.

Establish Action Plan Qwest will present this CR in the June 15th Systems CMP Meeting. This CR is targeted for the July 19, 2005 CEMR Release

CenturyLink Response

June 10, 2005

RE: SCR052605-03 (CEMR enhancement to improve no access)

Qwest has reviewed the information submitted as part of Change Request SCR052605-03. Based upon the scope of this CR as agreed to in the Clarification Meeting (held June 1, 2005) Qwest is able to provide an estimated Level of Effort (LOE) of 20 to 30 hours for this CEMR Change Request.

At the next Monthly Systems CMP Meeting, CMP participants will be given the opportunity to comment on this Change Request and provide additional clarifications. Any clarifications and/or modifications identified at that time will be incorporated into Qwest’s further evaluation of this Change Request.

Sincerely,

Qwest