Wholesale: Products & Services

Archived System CR SCR070513-2 Detail

Expected Deliverables/Proposed Implementation Date:

Reduction in the number of chats/calls between wholesale agents and CTL repair agents. Reduction in the number calls between wholesale agents and end users. Reduction in call handling times between wholesale agents and end users. Proposed implementation date is as soon as possible but prior to the end of Q4 2013.

Status History

Project Meetings

Mark Coyne – CenturyLink said that information was correct. Mark said there was a clarification call held on July 15 and that CenturyLink was reviewing the first CR for impacts and an LOE. The second CR would be denied since DSL is a commercial product and is outside of the scope of CMP.

Kim Isaacs – Integra asked how changes to DSL should be handled.

Mark Coyne – CenturyLink said these types of requests should go through the CLEC Service Manager to work with the Product team.

(7/26/13 Updates received from Integra in CAPS) KIM ISAACS – INTEGRA STATED SHE WAS NOT HAPPY WITH THIS PROCESS.

Shawn Stickle - dishNET said he has started that process already.

7/15/13 CR Clarification meeting Attendees: Shawn Stickle – dishNET Kim Isaacs – Integra Lori Burchett – CenturyLink Denise Martinez – CenturyLink Linda Harmon – CenturyLink Vinesh Vijayan Leela – CenturyLink Chuck Anderson – CenturyLink Mark Coyne – CenturyLink John Hansen – CenturyLink Susan Lorence – CenturyLink

Susan Lorence – CenturyLink opened the call and recapped the purpose of a clarification call. [NOTE: TWO CRS WERE DISCUSSED AS PART OF THE CLARIFICATION CALL ON THIS DATE. FOR ADDTIIONAL INFORMATION SEE CHANGE REQUEST SCR070513-1.]

SCR070513-2 -- DSL Outage & Resolution XML/API Susan Lorence – CenturyLink addressed the second CR and said the request was associated with a product that was outside the scope of the Change Management Process since it was requesting functionality for the DSL product. Susan said based on that, CenturyLink would not accept this CR and would deny it as outside the scope of CMP.

Shawn Stickle – dishNET said that he will need to take this CR down a different channel and said he was directed to CMP to issue the request.

Susan Lorence – CenturyLink apologized saying that it is likely that the Service Manager did not remember that the DSL product was no longer under CMP.

Shawn Stickle – dishNET said he would take the request down a different path.

Susan Lorence – CenturyLink said if there are no more questions, the next steps for the first CR will be for Shawn to present it in the CMP monthly meeting on Wednesday, July 17. She said it is very likely that CenturyLink will accept the first CR, create a level of effort (LOE) and then determine what release it will fall into.

The clarification call concluded at 9:25 AM MT.

CenturyLink Response

Shawn Stickle dishNET Wireline

Subject: SCR070513-2 DSL Outage & Resolution XML/API

This letter is CenturyLink’s response to your Change Management Process (CMP) Change Request (CR) SCR070513-2, DSL Outage & Resolution XML/API.

CR Description: Currently wholesale DSL Outage information is available to wholesale agents via chat or phone call to a CTL repair agent. The change being requested is the ability to automatically request outage and receive resolution information via XML/API. This would provide the ability for wholesale customers to automate system retrieval and receipt of this information instead of manual chat or phone calls sessions with CTL repair agents. It would also provide the ability for a wholesale customer to present the information in their own branded website for their end users to access.

Expected Deliverables/Proposed Implementation Date: Reduction in the number of chats/calls between wholesale agents and CTL repair agents. Reduction in the number calls between wholesale agents and end users. Reduction in call handling times between wholesale agents and end users. Proposed implementation date is as soon as possible but prior to the end of Q4 2013.

History: The CR was submitted on July 5, 2013 and a clarification meeting was held on July 15, 2013 with CLEC and CenturyLink representation.

CenturyLink Response: Century Link has reviewed the information submitted as part of Change Request SCR070513-1. As identified in both the Clarification meeting held on July 15, 2013 and also the CMP monthly meeting held on July 17, 2013, CenturyLink has determined that this CR is Denied based on the fact that the DSL product is outside of the scope of the CMP.

An updated copy of the CR is attached.

Susan Lorence CenturyLink Wholesale CMP Change Request Project Manager