Wholesale: Products & Services

Open Product/Process CR PC012004-1ES Detail

Description Of Change

The detail should include: (when applicable) escalation ticket number, date received, caller name, caller call back TN, PON, LSR ID, product, complete date, reason for call (code opened under), service order number, remarks, closing code, closing sub code. The customer name and TN optional. Qwest has provided this information to Eschelon before and has this detail.

Expected Deliverable:

Include escalation ticket detail with the monthly escalation ticket report or develop a new report to provide the detail separate from the existing report Qwest provides to the CLEC.

Project Meetings

05/19/04 May CMP Meeting Michelle Thacker with Qwest said that this CR was denied last month and there was an action item opened to research additional information that could be provided in the report. Qwest is unable to provide additional data and the CLEC already provides the requested data with the opening of the call center ticket. Bonnie Johnson with Eschelon said that Qwest was going to find out what additional information was available. Susie Bliss with Qwest said that it is expensive to pull the information and we are not required to compile your data. Stephanie Prull with Eschelon said that the original intent of the CR was to be able to use the report as a training tool, and the current report provides data that we are unable to determine who might be making errors. Eschelon is not always tracking the way they should. Susie said that she understands but we are not able to provide any more at this point. This CR will remain in Denied status.

04/21/04 April CMP Meeting Michelle Thacker with Qwest said that after researching this CR Qwest determined that it was economically not feasible to produce manual spreadsheets because it takes 91 hours to produce the spreadsheets for only 14 CLECs. Before an escalation ticket can be opened, the CLEC name opening the ticket, LSR ID or PON, are data that the CLEC already has.

Bonnie Johnson with Eschelon said that the report provided today to the CLECs could include those data fields that can be electronically pulled. Bonnie said she would have a problem if the current report couldn’t be expanded to include those specific fields that are critical. Bonnie asked that it be communicated which fields can be provided. Caller Name TN and Subcode are critical information contained in the specific fields, and would be critical for the report. Michelle said that CLECs would have that information within their company. Bonnie said that there is a need to reconcile the data. Kim Issacs with Eschelon added that some tickets have been coded as Eschelon but are not tickets opened by Eschelon. Michelle said she would continue to research the separate report, and the current report from the database provides statistical information and counts the numbers of tickets.

Bonnie asked if Qwest uses reports from the escalation database for quality review and training. Michelle said that there are manual reports pulled, like the one Eschelon received from their service manager. These reports are used to sample tickets and work through spreadsheets and word documents. The samples are then discussed with supervisors and coaches and used for training. Bonnie said there might be some type of “crystal” program that would pull data electronically that could be used to provide the report requested and may help Michelle if she no longer needed to pull the manual report. This CR will remain in Evaluation status.

Sent 4/19/04 6:58 a.m. From: Johnson, Bonnie J. [bjjohnson@eschelon.com] To: Sanchez Steinke, Linda, Johnson, Bonnie J. Subject: RE: Draft Response PC012004-1

Linda, I would like Qwest to determine what additional they could add to the existing escalation ticket report that would not need to be manually produced. For example, the sub codes and TN of caller...etc.

Thanks you,

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

03/17/04 March CMP Meeting Michelle Thacker with Qwest said investigation and research is being conducted on this CR and asked if it could be moved to evaluation status and an updated response be provided at the April CMP meeting. This CR will move to Evaluation status. - 02/18/04 February CMP Meeting Bonnie Johnson with Eschelon presented this CR. Bonnie said this is an extension to the CR just closed and this CR asks for more detail than the report currently provides. Eschelon’s service manager has provided a report that included the level of detail required to address Eschelon’s training needs. This CR will be moved to Presented status.

CLEC Change Request Clarification Meeting

1:00 p.m. (MDT) / Tuesday February 3, 2004

1-877-572-8687 3393947# PC012004-1 Include escalation ticket detail along with the monthly escalation ticket report or create a separate report to provide the detail.

Name/Company: Bonnie Johnson, Eschelon Kim Isaacs, Eschelon Michelle Thacker, Qwest Linda Sanchez-Steinke, Qwest

Introduction of Attendees Qwest welcomed all attendees to the meeting. Review Requested (Description of) Change

Linda Sanchez-Steinke with Qwest read the description of change; Include escalation ticket detail along with the monthly escalation ticket report or create a separate report to provide the detail. The detail should include: (when applicable) escalation ticket number, date received, caller name, caller call back TN, PON, LSR ID, product, complete date, reason for call (code opened under), service order number, remarks, closing code, closing sub code. The customer name and TN optional. Qwest has provided this information to Eschelon before and has this detail.

The detail should include: (when applicable) escalation ticket number, date received, caller name, caller call back TN, PON, LSR ID, product, complete date, reason for call (code opened under), service order number, remarks, closing code, closing sub code. The customer name and TN optional. Qwest has provided this information to Eschelon before and has this detail.

Expected Deliverable: Include escalation ticket detail with the monthly escalation ticket report or develop a new report to provide the detail separate from the existing report Qwest provides to the CLEC.

Bonnie Johnson with Eschelon said that the report Jean Novak provided was for February 2003 Escalation tickets. The report provided to Eschelon in April identified a high number of calls for account ownership. After researching the calls, Eschelon made internal changes and also discovered the loss report was inaccurate. Bonnie said she is disappointed that the original report did not include detailed information and it will be helpful to have additional details in the existing report as currently Eschelon doesn’t not have details about who made the calls and what department calls are being made from. Bonnie said that the report could be provided through the existing report or through the service manager.

Michelle Thacker with Qwest asked if Eschelon tracks the calls made to Qwest. Bonnie said that only one group is tracking calls and there are many departments that call Qwest.

Michelle asked if Eschelon asks the SDC for critical information on the ticket such as status or Product reason code, close code and sub close code. Bonnie said that she didn’t know if all departments were requesting that information. Bonnie said that Provisioning, Maintenance and Repair departments all make calls and the Billing group fields complaints for double billing, but primarily service delivery makes the calls.

Bonnie added that she is hopeful that with 14.0, information will be stored and will have the capability to search by TN which will help reduce the number of calls and will provide order number and due date.

Michelle asked if Jean would be tracking calls before and after the release. Bonnie said when Qwest provided the report in April 2003, no analysis was performed, just the report was provided.

Confirm Areas & Products Impacted Pre-Ordering, Ordering, Billing

Confirm Right Personnel Involved Correct Qwest personnel were involved in the clarification meeting.

Identify/Confirm CLEC’s Expectation Include escalation ticket detail with the monthly escalation ticket report or develop a new report to provide the detail separate from the existing report Qwest provides to the CLEC. I dentify any Dependent Systems Change Requests None identified.

Establish Action Plan (Resolution Time Frame) Eschelon will present this CR at the February CMP Meeting and Qwest will provide a response in March.

CenturyLink Response

DRAFT RESPONSE For Review by CLEC Community and Discussion at April’s CMP Meeting

Bonnie Johnson Eschelon

SUBJECT: "Qwest’s Change Request Response - CR # PC012004-1 (Include escalation ticket detail along with the monthly escalation ticket report or create a separate report to provide the detail)"

This letter is in response to CLEC Change Request (CR) PC012004-1. This CR is a request by Eschelon to establish a process whereby CLECs can receive, on a monthly basis, ticket detail including (when applicable) escalation ticket number, date received, caller name, caller TN, PON, LSR ID, product, complete date, reason for call (code opened under), service order number, remarks, closing code, and closing sub code. The customer name and TN is optional.

Currently CLECs can request via their Service Manager a statistical report of their activity with the Call Handling Centers. These reports are sent monthly and contain the following data: - Total Tickets Received - Total Tickets Received by Date Across Tier - Total Tickets Received by Product Across Tier - Total Tickets Resolved Across Tier - Total Tickets Resolved by Reason Code Across Tier - Total Tickets Resolved by Product Across Tier

In assessing this request, Qwest evaluated the scope in relationship to the Change Management Process, business benefit, feasibility and the financial impact to implement this process.

Today, CLECs provide Qwest with the following details in order to open a call center database ticket: - Caller name - CLEC Representative - Caller TN - Call back number for CLEC Representative - PON or LSRID - End User Name - End User Telephone Number - Product (although this can be obtained by pulling a copy of the LSR) - A detailed explanation of their reason for calling

Once this detail is input on the ticket the Qwest Representative begins to research and gather additional information to assist the CLEC. A ticket cannot be opened properly if the CLEC does not provide the detail above.

Other requested fields such as Service Order Number, Escalation Ticket Number, Date Ticket Opened/Date Ticket Closed, and Close Code are available upon request from the Call Center Representative.

The remarks field detail requested by the CLEC contains data that may be confidential, proprietary, or extraneous to the information requested by the CLEC. Confidential data includes, but is not limited to, proper names of Qwest personnel, intracompany telephone numbers for Qwest personnel, data that may be a cut and paste from an internal website, etc. Qwest currently has no system that can read or parse confidential data from the remark fields. In order to accommodate this request, Qwest must manually retrieve data from the Call Center database, review each ticket, parse confidential/proprietary data and prepare the report to be sent to the CLEC. This currently would be an excel spreadsheet.

Eschelon sent along with the change request a copy of an excel spreadsheet that contained call center ticket data from February 2003 provided by Qwest. This report, in fact, was manually produced using the steps above.

Qwest performed analysis to determine the amount of time required to produce an excel report of tickets. A total of 8332 tickets were reviewed for 6 CLECs for an average of 1389 per CLEC for one month. The average time to parse an Excel spreadsheet was 39 hours, which consisted of reading and editing 214 tickets per hour. Today, we have 14 CLECs subscribing to the original request which is 1289 average tickets per CLEC X 14 CLECs = 19,446 tickets to parse with an average of 214 per hour. The hours of manual work per month for only 14 CLECs would be 91 hours. It is expected the number of CLECs requesting the monthly report will increase if the requested data is available.

Qwest respectfully denies this change request because it is economically not feasible, cost prohibitive to implement the request and because the requested change does not result in a reasonably demonstrable business benefit. CLECs currently provide Qwest with data to open a call center ticket, therefore, CLECs would already have some of the data they are requesting Qwest provide to them. Qwest provides detail requested via other sources.

Sincerely,

Michelle Thacker Sr. Process Analyst Qwest Communications

March 9, 2004

DRAFT RESPONSE For Review by the CLEC Community and Discussion at the March 17, 2004 CMP Meeting

Bonnie Johnson Eschelon

SUBJECT: Qwest’s Change Request Response - PC012004-1 "Include escalation ticket detail along with the monthly escalation ticket report or create a separate report to provide the detail"

This letter is in response to CLEC Change Request (CR) PC012004-1. This CR is a request by Eschelon to establish a process whereby CLECs can receive, on a monthly basis, ticket detail including (when applicable) escalation ticket number, date received, caller name, caller TN, PON, LSR ID, product, complete date, reason for call (code opened under), service order number, remarks, closing code, and closing sub code. The customer name and TN is optional.

Qwest is currently evaluating this change request and propose moving this CR into Evaluation Status while a complete answer to the request is prepared.

Sincerely,

Michelle Thacker Sr. Process Manager Qwest