CenturyLink | Wholesale | General & Contact Information

Open Product/Process CR PC010603-1 Detail

Description Of Change

Project Meetings

CenturyLink Response

Originator: Johnson, Bonnie

Originator Company Name: Eschelon

Owner: Kilker, Terri

Director:

CR PM: Harlan, Cindy

Eschelon is asking Qwest to document, on its wholesale web site, the process to submit an LSR for a MEL. Although Qwest has an existing process, Qwest has not documented that process for CLECs. Therefore, when the process breaks down, CLECs are forced to spend unnecessary time and resources debating with Qwest representatives about the process itself, when those challenges could be avoided by simply pointing to mutually accessible documentation that clearly states the process for all involved. Instead, unnecessary escalations waste CLEC and Qwest resources. For example, when Eschelon submitted LSRs for two customer requests, Qwest rejected the requests in error. The escalation process went to tier 3 before resolution was reached and Qwest instructed its personnel that the LSR(s) Eschelon submitted were valid. The requested due dates were missed as a result of the LSRs rejected in error. (Specifically, for these examples, PON CUT2238471TIH1 was submitted on 9/25/02 requesting a due date of 9/30/02. After escalating to tier 3, the service was provided to the customer with a due date of 10/3/02. Another example is PON MN232901MCH sent 10/30/02 with a requested due date of 11/6/02. After escalating to tier 3, the due date of the service was 11/15/02.) In both cases, Eschelon's reputation was damaged with the customer because of Qwest rejects in error._Throughout the escalation process, a CLEC has nothing to refer to with respect to Qwest's process on how to submit an LSR for a MEL. This significantly impacts a CLECs productivity and results in a CLEC not meeting the customer's expectations due to Qwest errors. If Qwest provided the documentation on its web site, unnecessary escalations should be avoided because CLECs could refer the initial Qwest representatives to the process without having to escalate the issue.

Deliverable: Adequate and complete documentation on the Qwest Wholesale web site, in a user-friendly location and format, of the process to submit an LSR for a MEL.

Date: Because this is an existing process, the time to create the documentation on the Wholesale Web site should be minimal.

Date	Action	Description
1/6/2003		CR Submitted by Eschelon
1/6/2003		CR acknowledged by P/P CMP Manager
1/9/2003		Contacted Bonnie Eschelon to schedule clarification meeting. Offered 3 times via email. Pending confirmation back from Eschelon of Clarification Meeting date/time. Linda Sanchez-Steinke will conduct Clarification Meeting.
1/15/2003		January CMP Meeting - this CR was discussed ealier than required. The clarification call was held after the Jan CMP meeting. Changed this CR to Presented.
1/15/2003		Held clarification meeting
1/21/2003		Clarification Meeting Minutes sent to Bonnie Johnson
1/22/2003		Changed dates to reflect an initial response date of February 12
2/12/2003		Posted Response to database and sent to Eschelon
2/19/2003		February CMP Meeting - meeting minutes will be posted to Project Meeting section.
3/11/2003		Entered Response in database
3/12/2003		Emailed Response to Eschelon
3/19/2003		March CMP Meeting minutes will be posted to the Project Meeting section
3/25/2003		Notification sent out. Announcement Date: March 25, 2003, Proposed Effective Date: May 9, 2003 Document Number: PROS.03.25.03.F.01042.LSOG_Updates
4/16/2003		April CMP Meeting minutes will be posted to the database
5/21/2003		May CMP Meeting minutes will be posted to the database
6/18/2003		June CMP Meeting minutes will be posted to the database. Eschelon agreed to close this CR.
4/15/2009	Discussed at Monthly CMP Meeting	Discussed at the April CMP Meeting - See Attachment N in the Distribution Package
4/21/2009	Status Changed	Status changed to Completed - CR placed in a closed status in error

06/18/03 June CMP Meeting Minutes Terri Kilker – Qwest advised the process was published and moved to CLEC Test last month. One comment was received and responded to. Terri asked if it was okay to close this item and Bonnie Johnson-Eschelon advised it was okay to close.

05/21/03 May CMP Meeting Minutes - Terri Kilker Qwest advised this process went out for review on March 31. A comment was submitted to Qwest and it has been responded to. The document was updated on May 9, 2003. We will move this CR to CLEC Test and hopefully close next month..

04/16/03 April CMP Meeting - PC010603-1 MEL: (Market Expansion Line) LSR process documented on Qwest Wholesale web site

Terri Kilker Qwest advised this process went out for review on March 31. A comment was submitted and Qwest is in the process of reviewing the comment. The Comment Response is due April 26, 2003. The implementation date is set for May 9, 2003.

03/19/03 March CMP Meeting - Terri Kilker Qwest provided the CR response. Terri advised the process has been updated and is scheduled for release by March 30, 2003 as a Level 3 Notification. The LSOG and PCAT will contain specific information regarding MEL. Internal documentation will then be made available and the SDC will be trained on the changes. No system changes are required. Bonnie Johnson – Eschelon will review the changes when they are released.

02/19/03 February CMP Meeting - Terri Kilker–Qwest provided the initial response to this CR. Qwest will update the MEL order process documentation. In addition, we are looking at test orders to determine if system changes are needed. We plan on completing the assessment by February 28. At that time we will know what activities need to occur and will determine the implementation plan / schedule. Bonnie Johnson–Eschelon requested that we update the documentation first to clarify the process and then if system changes are needed make additional documentation updates when the system change is complete. Qwest agreed and advised they are planning on updating documentation first.

01/15/03 January CMP Meeting - This CR was included in the package earlier than required. Bonnie did discuss this CR during the January meeting. The Clarification call was held on 1-51-03 after the CMP Meeting. This CR will be changed to presented status.

CLEC Change Request Clarification Meeting

2:00 p.m. (MT) / Wednesday, January 15, 2003

1-877-572-8687 PIN 3393947 # PC010603-1 MEL (market expansion line) LSR process documented on Qwest Wholesale web site. Attendeeds Name/Company: Bonnie Johnson, Eschelon Sr. Manager ILEC Relations Terri Kilker, Qwest Process Analyst Janean Van Dusen, Qwest Product Manager Linda Sanchez-Steinke, Qwest Change Request Project Manager

Introduction of Attendees Introduction of participants on the conference call was made and the purpose of the call discussed.

Review Requested (Description of) Change The description of the change requested in the CR was reviewed. Bonnie explained that Eschelon is having problems submitting orders for MEL, expending time and energy on rejects because there is no documentation to refer to when Eschelon puts in orders. The LSR asks for service address and Eschelon provides the central office address as the service address location and orders are rejected that have the billing address used for the service address. Eschelon is asking that the process for MEL order submission be documented on the Wholesale web site.

Confirm Areas & Products Impacted Product impacted is Resale MEL.

Confirm Right Personnel Involved Qwest confirmed that Terri Kilker and Janean Van Dusen are correct personnel to resolve the CR. Bonnie added that Jeff Tietz, Service Manager, has assisted with escalations on MEL orders.

Identify/Confirm CLEC’s Expectation Eschelon is asking that the process for MEL order submission be documented on the Wholesale Web site.

Identify any Dependent Systems Change Requests No dependent change requests were identified.

Establish Action Plan (Resolution Time Frame) Bonnie Johnson presented this CR at the January CMP Meeting.

Title: MEL (market expansion line) LSR process documented on Qwest Wholesale web site.

CR Number

Current Status
Date

Area Impacted

Products Impacted

PC010603-1

Completed
4/15/2009

Resale MEL

For Review by CLEC Community and Discussion at March’s CMP Meeting

March 11, 2003

Bonnie Johnson Eschelon

SUBJECT: Qwest’s Change Request Response – CR # PC010603-1 (MEL (market expansion line) LSR process documented on Qwest Wholesale web site.)

This is in response to Eschelon’s Change Request CR PC010603-01. This CR requests that Qwest clarify and document the LSR order process when ordering the Qwest Market Expansion Line (MEL).

Qwest will post planned updates to its Wholesale Product Catalog that include new and revised documentation for the Resale – Market Expansion Line (MEL) – V3.0 no later than March 31, 2003. These will be posted to the Qwest Wholesale Document Review Site located at http://www.qwest.com/wholesale/cmp/review.html.

Sincerely,

Terri Kilker Process Specialist Qwest

February 12, 2003

INITIAL RESPONSE For Review by CLEC Community and Discussion at the February 19, 2003 CMP Product/Process Meeting

Bonnie Johnson Eschelon

SUBJECT: Qwest’s Change Request Response CR # PC010603-01 MEL (Market Expansion Line) LSR process documented on Qwest Wholesale Web site.

This is in response to Eschelon’s Change Request CR PC010603-01. This CR requests that Qwest clarify and document the Local Service Request (LSR) ordering process for the Qwest Market Expansion Line (MEL) product.

Qwest accepts this CR and will review and clarify the following external documents pertaining to MEL:

* Local Service Ordering Guidelines http://www. qwest.com/wholesale/clecs/lsog.html * Product Catalogs http://www. qwest.com/wholesale/pcat/resalemel.html

As a result of our investigation of Eschelon’s CR, Qwest is also working with its systems operations teams to review the IMA/FTS processes as they relate to use of the Service Address and Billing Address fields used for completion of MEL orders. This is necessary for Qwest to determine whether a system change is required to allow the use of different addresses in the SA and BA fields. We anticipate this assessment will be completed by February 28, 2003, at which time we will develop an implementation schedule for any changes required beyond the provision of documentation.