Wholesale: Products & Services

Open Product/Process CR 5579345 Detail

Description Of Change

Modifications

08/22/01 - Added Systems Action Item 314, Get a copy of the process in the AMSC

08/22/01 - Added Systems Action Item 315, Set up an internal meeting to discuss the AMSC process throughout Qwest

08/22/01 - Added Systems Action Item 271, Determine why the CLEC's call in a trouble ticket on the first TN and then have to fax in trouble tickets for any other

08/22/01- Added Systems Action Item 323, check into how the retail business handles trouble with more than three lines.

Project Meetings

Stichter, Kathleen L. on 09/05/2001 02:11:31 PM

To: lsteckl@qwest.com, mrossi@qwest.com cc: "Powers, F. Lynne" , "Clauson, Karen L." , "Walberg, Loren"

Subject: FW: CR#5579345 - Repair Process for multiple lines on single report

Lynn, The response is confusing. I need clarification. My major concern is design services which equates to unbundled loop for Eschelon. Does this response say: For Unbundled Loop Services, one trouble ticket will be issued for each separate case of trouble. Qwest inputs one case of trouble then gives that ticket number to the CLEC. The CLEC then faxes the additional cases of trouble to Qwest. The ticket number from the first case of trouble must be on the fax to be used as a cross-reference on all other cases of trouble. or For Non-Designed, Designed and Retail Services, multiple trouble reports will be accepted on a single repair ticket if all three (3) of the following criteria are met: 1. Same, exact trouble on each line, i.e. static on TN 333-333-3333, 333-333-3334 and 333-333-3335. 2. Same end user location 3. Same customer name for end user

There is a restriction on Designed Service trouble reports of five (5) cases of trouble per single repair ticket. No restrictions exist for Non-Designed Services. Please let me know. Either way the response does not meet our needs. What Eschelon is looking for is to report as many circuits (unbundled loops) for the same customer at the same address with one call. Qwest can issue as many tickets as it needs to issue but Eschelon should not have to fax additional circuits to Qwest when a customer has multiple circuits in trouble. I find it hard to believe that a Retail customer would need to fax information to Qwest on multiple circuits in trouble. Thanks

Kathy Stichter ILEC Relations Manager Eschelon Telecom Inc Voice 612 436-6022 E-Mail klstichter@eschelon.com

CenturyLink Response

November 7, 2001

Kathy Stichter ILEC Relations Manager Eschelon Telecom, Inc

CC: Matthew Rossi

RE: CR #5579345 – Repair process for multiple lines on single report.

This letter is in response to your CLEC Change Request Form #5579345 dated June 6, 2001. It includes the updates that were agreed to in a joint meeting held with Qwest and Eschelon on September 10, 2001.

Qwest is providing procedures detailed in this letter to address multiple circuits on a single trouble ticket. Credit for circuit outages are also addressed.

? Change Request: “Repair process for multiple lines on single report Develop a consistent repair process for receiving information about multiple lines for a single customer on a single report, without the use of facsimiles. In some instances, when Eschelon calls Qwest about a repair issue for a multiple-line account, Qwest will require Eschelon to call regarding the main line and then send information regarding the subsequent lines by facsimile. This is time consuming and inefficient for both parties. In other cases, the Qwest representative will take the information over the telephone for all of the lines. The latter approach is more efficient. In any case, a consistent approach is needed so that Eschelon may adequately train its employees in the proper procedure.”

Qwest Response:

Qwest has developed a process for handling multiple ticket requests which will provide an option to the CLECs to either fax multiple requests or remain on line with the Repair Employee while the tickets are submitted.

Related “Trouble”

For Wholesale, Non-Design and Design Services, including Unbundled Loops, multiple trouble reports will be accepted on a single repair ticket if all three (3) of the following criteria are met:

- Same, exact trouble on each line, i.e. static on TN 333-333-3333, 333-333-3334 and 333-333-3335. - Same end user location - Same customer name for end user

There is a restriction on Design Services, including Unbundled Loops; trouble reports of five (5) cases of trouble per single repair ticket. No restrictions exist for Non-Design Services.

Unrelated “Trouble”

If the CLEC answers “no” to any of these three questions, then individual trouble reports must be submitted.

One trouble ticket will be issued for each separate case of trouble. Qwest will offer the option to the CLEC to input one case of trouble and fax the additional cases of trouble to Qwest. The ticket number from the first case of trouble must be on the fax to be used as a cross-reference on all other cases of trouble. If the CLEC chooses not to fax additional cases of trouble, the CLEC may remain on the line with the Repair Employee to submit all trouble tickets.

The CLEC is responsible to isolate trouble to a specific line when multiple lines exist for a customer at one location. If the CLEC requests, Qwest will perform the trouble isolation and appropriate charges will apply.

Credits for Circuit Outages

Qwest currently uses the WFA (Work Force Administrator) system for all trouble reporting. It was designed to only handle a single circuit per trouble report. Consequently, credits for circuit outages are limited to a single circuit per trouble report. The CLEC may request individual tickets to ensure credit, as appropriate, for each affected circuit.

Qwest is willing to assist Eschelon or any other CLEC in the preparation of a system Change Request that would investigate options to modify WFA to correct current deficiencies in the system for providing credits for more than one circuit.

Sincerely, Cheryl McMahon Senior Process Analyst

October 31, 2001

Kathy Stichter ILEC Relations Manager Eschelon Telecom, Inc

CC: Matthew Rossi Chris Henderson

RE: CR #5579345 - Repair process for multiple lines on single report.

This letter is in response to your CLEC Change Request Form #5579345 dated June 6, 2001. It includes the updates that were agreed to in a joint meeting held with Qwest and Eschelon on September 10, 2001.

* Change Request: "Repair process for multiple lines on single report. Develop a consistent repair process for receiving information about multiple lines for a single customer on a single report, without the use of facsimiles. In some instances, when Eschelon calls Qwest about a repair issue for a multiple-line account, Qwest will require Eschelon to call regarding the main line and then send information regarding the subsequent lines by facsimile. This is time consuming and inefficient for both parties. In other cases, the Qwest representative will take the information over the telephone for all of the lines. The latter approach is more efficient. In any case, a consistent approach is needed so that Eschelon may adequately train its employees in the proper procedure."

Qwest Response:

Qwest currently uses the WFA (Work Force Administrator) system for all trouble reporting. This system is a Telecordia software system developed during the mid-1980’s time frame. It was designed to only handle a single circuit per trouble report. Any modifications to the software system for handling multiple circuits per trouble report would require a software modification by Telecordia. The cost for modification is roughly estimated in the hundreds of thousands of dollars. Currently, Qwest has no plans to modify WFA to accept multiple circuits per trouble report.

Qwest is providing procedures detailed in this letter to address multiple circuits on a single trouble ticket. Credit for circuit outages are also addressed.

Related "Trouble"

For Wholesale and Retail, Non-Designed and Designed Services, including Unbundled Loops, multiple trouble reports will be accepted on a single repair ticket if all three (3) of the following criteria are met:

- Same, exact trouble on each line, i.e. static on TN 333-333-3333, 333-333-3334 and 333-333-3335. - Same end user location - Same customer name for end user

There is a restriction on Designed Service, including Unbundled Loops; trouble reports of five (5) cases of trouble per single repair ticket. No restrictions exist for Non-Designed Services that meet the above criteria.

Unrelated "Trouble"

If the co-provider answers "no" to any of these three questions, then individual trouble reports must be submitted. If the co-provider has additional information that Qwest has no system access to, the information must be "faxed" to the appropriate repair center.

One trouble ticket will be issued for each separate case of trouble. Qwest inputs one case of trouble then gives that ticket number to the CLEC or Retail end user. The CLEC or Retail end user then faxes the additional cases of trouble to Qwest. The ticket number from the first case of trouble must be on the fax to be used as a cross-reference on all other cases of trouble.

The co-provider is responsible to isolate trouble to a specific line when multiple lines exist for a customer at one location. If the co-provider requests, Qwest will perform the trouble isolation and appropriate charges will apply.

Credits for Circuit Outages

Currently, only the circuit listed on the trouble ticket will receive credit. If multiple loops were put on one ticket, and multiple outages occurred, the CLEC would need to contact their Account Manager for additional credits.

To ensure process compliance by the Qwest Repair Center personnel, the center management has initiated a review of these Methods and Procedures.

Sincerely,

Chris Henderson Senior Process Analyst

Ann Danielsen Manager Process Management

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September 14, 2001 Wholesale Product Marketing Kathy Stichter ILEC Relations Manager Eschelon Telecom, Inc

CC:Matthew Rossi Chris Henderson

RE: CR #5579345 Repair process for multiple lines on single report.

This letter is in response to your CLEC Change Request Form #5579345 dated June 6, 2001. It includes the updates that were agreed to in a joint meeting held with Qwest and Eschelon on September 10, 2001.

Change Request: Repair process for multiple lines on single report Develop a consistent repair process for receiving information about multiple lines for a single customer on a single report, without the use of facsimiles. In some instances, when Eschelon calls Qwest about a repair issue for a multiple-line account, Qwest will require Eschelon to call regarding the main line and then send information regarding the subsequent lines by facsimile. This is time consuming and inefficient for both parties. In other cases, the Qwest representative will take the information over the telephone for all of the lines. The latter approach is more efficient. In any case, a consistent approach is needed so that Eschelon may adequately train its employees in the proper procedure.

Qwest Response: For Wholesale and Retail, Non-Designed and Designed Services, including Unbundled Loops, multiple trouble reports will be accepted on a single repair ticket if all three (3) of the following criteria are met:

Same, exact trouble on each line, i.e. static on TN 333-333-3333, 333-333-3334 and 333-333-3335. Same end user location Same customer name for end user

There is a restriction on Designed Service, including Unbundled Loops, trouble reports of five (5) cases of trouble per single repair ticket. No restrictions exist for Non-Designed Services.

If the co-provider answers “no” to any of these three, then individual trouble reports must be submitted. If the co-provider has additional information that Qwest has no system access to, the information must be “faxed” to the appropriate repair center.

The co-provider is responsible to isolate trouble to a specific line when multiple lines exist for a customer at one location. If the co-provider requests, Qwest will perform the trouble isolation and appropriate charges will apply.

One trouble ticket will be issued for each separate case of trouble. Qwest inputs one case of trouble then gives that ticket number to the CLEC or Retail end user. The CLEC or Retail end user then faxes the additional cases of trouble to Qwest. The ticket number from the first case of trouble must be on the fax to be used as a cross-reference on all other cases of trouble.

To ensure process compliance by the Qwest Repair Center personnel, the center management has initiated a review of these Methods and Procedures.

Sincerely,

Nancy J. Hoag Wholesale Product Manager

July 13, 2001

Lynne Powers Vice President, Customer Operations Eschelon Telecom, Inc

CC:Matthew Rossi Chris Henderson

RE: CR #5579345 Repair process for multiple lines on single report.

This letter is in response to your CLEC Change Request Form #5579345 dated June 6, 2001. Change Request: Repair process for multiple lines on single report Develop a consistent repair process for receiving information about multiple lines for a single customer on a single report, without the use of facsimiles. In some instances, when Eschelon calls Qwest about a repair issue for a multiple-line account, Qwest will require Eschelon to call regarding the main line and then send information regarding the subsequent lines by facsimile. This is time consuming and inefficient for both parties. In other cases, the Qwest representative will take the information over the telephone for all of the lines. The latter approach is more efficient. In any case, a consistent approach is needed so that Eschelon may adequately train its employees in the proper procedure.

Qwest Response: For both Non-Designed and Designed Services, except for Unbundled Loops, multiple trouble reports will be accepted on a single repair ticket if all three (3) of the following criteria are met:

1. Same, exact trouble on each line, i.e. static on TN 333-333-3333, 333-333-3334 and 333-333-3335. 2. Same end user location 3. Same customer name for end user

There is a restriction on Designed Service trouble reports of five (5) cases of trouble per single repair ticket. No restrictions exist for Non-Designed Services. If the co-provider answers (no) to any of these three, then individual trouble reports must be submitted. If the co-provider has additional information that Qwest has no system access to, the information must be (faxed) to the appropriate repair center.

The co-provider is responsible to isolate trouble to a specific line when multiple lines exist for a customer at one location. If the co-provider requests, Qwest will perform the trouble isolation and appropriate charges will apply.

For Unbundled Loop Services, one trouble ticket will be issued for each separate case of trouble. Qwest inputs one case of trouble then gives that ticket number to the CLEC. The CLEC then faxes the additional cases of trouble to Qwest. The ticket number from the first case of trouble must be on the fax to be used as a cross-reference on all other cases of trouble.

To ensure process compliance by the Qwest Repair Center personnel, the center management will conduct a review of these Methods and Procedures. Sincerely,

Nancy J. Hoag Wholesale Product Manager