Open Product/Process CR PC012902-2 Detail |
| Title: System Outage Notification | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
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| PC012902-2 |
Completed 4/17/2002 |
Other: Qwest backend systems | ||||
| Originator: Stichter, Kathy |
| Originator Company Name: Eschelon |
| Owner: Ames, Tamara |
| Director: |
| CR PM: Thomte, Kit |
Description Of Change |
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Currently when Qwest's backend systems experience problems or outages that affect CLECs, the CLECs are not notified. This can cause considerable time and energy. For example, sometime around 1/14/02, CARS was experiencing a problem so Service Orders would not post. Eschelon can not complete all of its tasks in its systems to bill a customer until the Qwest Service Order posts. Eschelon starts checking following the fifth business day after the DD and continues to check until the Qwest Service Order posts. This is very time consumming.
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| Date | Action | Description |
| 1/28/2002 | CR Submitted by Eschelon. | |
| 1/29/2002 | CR acknowledged by P/P CMP Manager. | |
| 2/1/2002 | CLEC contacted to schedule clarification meeting; telephone message left to schedule meeting. | |
| 2/5/2002 | Clarification Meeting conducted with submitting CLEC. | |
| 2/8/2002 | Clarification Meeting minutes transmitted to submitting CLEC & posted in CMP data base. | |
| 2/20/2002 | CMP Meeting - CLEC community clarification conducted. CR status changed to "Evaluation." Meeting discussions will be set forth in the Product/Process Draft Meeting Minutes contained in the Product/Process CMP Meeting Distribution Package (03/20/02). | |
| 3/12/2002 | Draft response dated 03/01/02 issued to Eschelon. CR Status changed to "Presented" | |
| 3/20/2002 | March CMP Meeting: Qwest presented their response, CLECs agreed to change CR Status to "CLEC Test." Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site | |
| 3/21/2002 | Formal response dated 03/01/02 posted to CMP database | |
| 3/22/2002 | Formal response dated 03/01/02 issued to CLECs. Notification CMPR.03.22.02.F.01240.CR_Responses | |
| 4/9/2002 | Update e-mail from Eschelon on System Outage Notification Process | |
| 4/9/2002 | Reply e-mail from Qwest with modification proposal | |
| 4/9/2002 | Return e-mail from Eschelon acknowledging modification | |
| 4/17/2002 | April CMP Meeting: CLECs agreed to close CR. Status changed to "Completed." Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site |
Project Meetings |
| 04/09/02 - Return e-mail from Eschelon acknowledging modification
Subject: FW: PC012902-2 System Outage Notification Date: Tue, 9 Apr 2002 14:18:53 -0500 From: "Stichter, Kathleen L."
Todd, If Qwest does not send an Initial Event Notification when it resolves the issue within an hour then I do believe that the Closure Notification should indicate that it is initial and closure. It would decrease confusion. Thanks for the proposal.
Kathy Stichter ILEC Relations Manager Eschelon Telecom, Inc 612-436-6022 klstichter@eschelon.com --
04/09/02 - Reply e-mail from Qwest with modification proposal
Subject: Re: PC012902-2 System Outage Notification Date: Tue, 09 Apr 2002 11:42:43 -0600 From: Todd Mead
"If an event occurs that is settled rather quickly (within 1 hour), we only send out a Closure Notification since the event has passed. No Initial Notification is required. To decrease confusion, I believe we could accommodate this request by simply checking both the Initial and Closure boxes, and putting the date and time in the Closure Box. But the name of the document and subject line will read Closure only."
Could you let me know if what they propose above will help you. If it does, they can implement immediately.
Thanks
Todd --
04/09/02 - Update e-mail from Eschelon on System Outage Notification Process
Subject: RE: PC012902-2 System Outage Notification Date: Tue, 9 Apr 2002 10:08:56 -0500 From: "Stichter, Kathleen L."
Todd, I am monitoring the process. Qwest sent one Event Notification, which dealt with SOPAD, it was a closure. We never did get the initial. I do not know why.
Kathy Stichter ILEC Relations Manager Eschelon Telecom, Inc 612-436-6022 klstichter@eschelon.com --
02/05/02 - Clarification Meeting conducted with submitting CLEC.
11:30 a.m. (MDT) / Tuesday 05th February 2002 Conference Call TEL: 877.554.8688 CODE: 3269208 PC012902-2 "System Outage Notification"
Attendees: Kathleen Stichter, Eschelon Ken R. Olson, Qwest Stephen Sheahan, Qwest Monica Manning, Qwest Peter Wirth, Qwest
Introduction of Attendees: Attendees introduced.
Review Requested (Description of) Change: Currently when Qwest's backend systems experience problems or outages that affect CLECs, the CLECs are not notified. This can cause considerable time and energy. For example, sometime around 1/14/02, CARS was experiencing a problem so Service Orders would not post. Eschelon can not complete all of its tasks in its systems to bill a customer until the Qwest Service Order posts. Eschelon starts checking following the fifth business day after the DD and continues to check until the Qwest Service Order posts. This is very time consumming. Requested Deliverables: A process to notify CLECs when a Qwest backend system experiences problems or outages that directly or indirectly affect CLECs.
Kathy Stichter, Eschelon reviewed the CR description. Backend systems identified relating to the CR include CARS and BOSS, with potential others. Ken Olson addressed the Eschelon CARS example. He did provide notification to Eschelon, via e-mail of the outage (01/14/02). Qwest issues notifications to the CLECs for front-end systems when outages occur.
Confirm Areas & Products Impacted: Appropriate products & areas identified in CR.
Confirm Right Personnel Involved: Qwest & Eschelon confirmed appropriate personnel were in attendance; however the Qwest Systems representative did not attend.
Identify/Confirm CLEC’s Expectation: Qwest to evaluate CR. During the February 2002 Monthly P&P CMP Meeting, Qwest will either solicit input from CLEC community & provide potential solutions to the CR; or provide an expedited response to the CR.
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CenturyLink Response |
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March 1, 2002 Ms. Kathy Stichter ILEC Relations Manager Eschelon Telecom, Inc. SUBJECT: Qwest’s Change Request Response - CR #PC 012902-2 System Outage Notification REQUEST: Currently when Qwest's backend systems experience problems or outages that affect CLECs, the CLECs are not notified. This can cause considerable time and energy. For example, sometime around 1/14/02, CARS was experiencing a problem so Service Orders would not post. Eschelon can not complete all of its tasks in its systems to bill a customer until the Qwest Service Order posts. Eschelon starts checking following the fifth business day after the DD and continues to check until the Qwest Service Order posts. This is very time consuming. RESPONSE: Qwest has developed a new Unplanned Event Notification process that is based upon the newly approved Change Management Process (CMP) guidelines (See Production Support, Section 11.0). This process was launched on February 1, 2002. Qwest is also completing the Unplanned Event Notification process document that will be available on the Wholesale Web site. Qwest will continue to send Notifications that specifically correlate to the CMP approved systems. Sincerely, Tamara Ames IT 271 CLEC NOTIFICATION TEAM Qwest cc: Barbara Spence, Director Information Technology, Qwest
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Information Current as of 1/11/2021