Open Product/Process CR 5608163 Detail |
| Title: Process for resolving incorrect CSR information | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
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| 5608163 |
Completed 9/19/2001 |
Ordering | Other | |||
| Originator: Powers, Lynne |
| Originator Company Name: Eschelon |
| Owner: Hoag, Nancy |
| Director: |
| CR PM: |
Description Of Change |
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Please provide a process for resolving incorrect CSR information (on either a Qwest or another co-provider’s CSR). Before converting an account, errors in the CSR are sometimes detected. For example, a customer’s CSR shows only 4 lines even though the customer confirms that it added a 5th line six months ago. For some reason, the 5th line has not posted yet. Because the CLEC is ordering “conversion as specified” (and not new), because the customer already has the 5th line in place, the order does not get through the up-front edits. This is particularly true with Release 7.0. Another example is the situation in which the customer has changed addresses but the CSR still shows the old address. The CLEC is unable to submit a conversion. If the CLEC attempts to process the order, the customer’s lines may get moved back to the old address, or the customer may get back-billed. There is no process to follow when this happens.
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| Date | Action | Description |
| 6/13/2001 | CR received from Lynne Powers of Eschelon 6/18/01 – Status changed to New – to be Evaluated | |
| 7/9/2001 | Status changed to Reviewed – Under Consideration | |
| 7/13/2001 | Drafted Response sent to CICMP Team via email (MR) | |
| 7/13/2001 | MCC issued by Qwest | |
| 8/6/2001 | Nancy Hoag of Qwest to address and close with Kathy Stichter of Eschelon | |
| 8/15/2001 | CLEC CMP Meeting Product & Process Qwest response dated 07/13/01 presented, Qwest advised that an MCC would be issued. | |
| 8/24/2001 | Qwest redistributed MCC to center coaches | |
| 8/24/2001 | Qwest issued draft response to Eschelon | |
| 8/29/2001 | Sent draft Qwest Response and MCC for Eschelon feedback. | |
| 8/30/2001 | Received confirmation from Kathy Stichter from Eschelon that the draft response answered their CR and we could consider the CR Closed. | |
| 9/19/2001 | CMP Meeting it was agreed that the CR could be closed. |
Project Meetings |
| Stichter, Kathleen L. To: jlbroo2@qwest.com Subject: FW: Draft response to CR 5608163 Jerri, Thanks. This does answer our CR 5608163. We can consider this CR closed. Kathy Stichter ILEC Relations Manager Eschelon Telecom Inc Voice 612 436-6022 E-Mail klstichter@eschelon.com
From: Jerri Brooks [SMTP:jlbroo2@qwest.com] Sent: Wednesday, August 29, 2001 10:16 AM To: klstichter@eschelon.com Cc: Richard H Martin; Lynn Stecklein; Nancy J Hoag Subject: Draft response to CR 5608163 Hello Kathy, Please see the attached draft response from Nancy Hoag concerning CR 5608163. Please confirm via e-mail if this response meets your needs or if we need to set up a walk through meeting to discuss the issue further. I am also forwarding you a copy of an e-mail MCC sent out on 7/13/01, it contains the process to be followed for CSR's. Thanks, Jerri Brooks (303) 294-1290 (See attached file: 1Eschelon Response CSR Information-update.doc)
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CenturyLink Response |
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August 23, 2001 Lynne Powers Vice President, Customer Operations Eschelon Telecom, Inc CC: Mallory Paxton Matthew Rossi This letter has been updated from the original July 13, 2001 written response to your CLEC Change Request Form #5608163 dated June 13, 2001. Provide a process for resolving incorrect CSR information on either a Qwest or another co-provider’s CSR. Response: Two options are available when the CSR is incorrect. The CLEC can Check Manual Handling "Y" and explain in Remarks, for example, "Convert As Is. End User added fifth line 612-253-1234 6/29—CSR shows only four lines." Open an escalation ticket with the Call Center. If this is the option selected, the CLEC should recognize that the ticket may still result in a manually-handled request, since Qwest may not be able to provide a current CSR in time to meet the CLEC’s needs. These processes are in place today. They have been documented in the Internal Service Delivery M&Ps for the centers and have been communicated to all Qwest Center personnel. To ensure process compliance in all Qwest centers; a Multi-Channel Communicator (MCC) was released on July 13, 2001. The MCC reiterated the existing options as described above, to resolve incorrect CSR information. To further enforce this process, the MCC was redistributed to the Center Coaches on August 24, 2001 Sincerely, Nancy J. Hoag Wholesale Product Manager July 13, 2001 Lynne Powers Vice President, Customer Operations Eschelon Telecom, Inc CC:Mallory Paxton Matthew Rossi This letter is in response to your CLEC Change Request Form #5608163 dated June 13, 2001 Provide a process for resolving incorrect CSR information on either a Qwest or another co-provider’s CSR. Response: Two options are available when the CSR is incorrect. 1. The CLEC can Check Manual Handling “Y” and explain in Remarks, for example, “Convert As Is. End User added fifth line 612-253-1234 6/29—CSR shows only four lines.” 2. Open an escalation ticket with the Call Center. If this is the option selected, the CLEC should recognize that the ticket may still result in a manually-handled request, since Qwest may not be able to provide a current CSR in time to meet the CLEC’s needs. These processes are in place today, they have been documented in the Internal Service Delivery M&Ps for the centers, and have been communicated to all Qwest Center personnel. Sincerely, Nancy J. Hoag Wholesale Product Manager
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Information Current as of 1/11/2021