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Open Product/Process CR PC022105-1 Detail

Description Of Change

Expected Deliverable:

Qwest will develop, document and adhere to a process to send the initial jeopardy for an ASR to the E-mail address the CLEC provides on the ASR.

Project Meetings

In attendance: Kim Isaacs – Eschelon Sharon VanMeter – ATT Jeff Yeager – Accenture Diane Friend – Time Warner Sue Wright – XO Jeff Sonier – Sprint Jill Martain – Qwest Liz Balvin – Covad Phyllis Sunins – Qwest Cindy Harlan – Qwest Stephanie Prull – Eschelon Bob Eggert – SBC

Cindy Harlan – Qwest advised that Eschelon requested this ad hoc meeting to discuss the differences between the CNR Jeopardy Process and the ASR Jeopardy Process as it relates to the manner in which Qwest notifies the CLEC of the Jeopardy condition.

Kim Isaacs – Eschelon reviewed the history of the CRs and stated that the CLEC Community believes there is a business need to make changes to this process. QORA does not allow the CLEC to see when an order is in jeopardy status. Kim advised that we do not understand how a change can be made to the CNR process and not the ASR Initial Jeopardy process.

Phyllis Sunins – Qwest discussed some of the detailed steps for each process and explained the differences between the two processes. Basically, these two processes are not the same as different people perform each process, different systems are used to perform / track the process, different functions are performed for a CNR jep and an ASR Initial Jep, and each process has different time frames. Phyllis further explained that the change that was made to the CNR process was impacted due to the ASOG 31 release effective October 10. The CNR process was using an industry field on the ASR form. This field was removed effective with ASOG 31 release, so Qwest had to make a change to the process to support the Industry change.

Bob Eggert – SBC asked if there is any way that Qwest can make enhancements to these tools. Jill Martain – Qwest stated that at the October CMP meeting we agreed to look at QORA platform capabilities and see if that helps with these issues. Kim Isaacs – Eschelon said that she is concerned that they asked for this quite some time ago, and now we are saying that we may be able to do this. That would be great but it is concerning. Jill said Qwest did not purchase this functionality so it was not available.

Phyllis asked if there were any additional questions. The CLEC community had no further questions.

September CMP Meeting Minutes: Phyllis Sunins/Qwest advised that we implemented this change on 7-29-05 and the CR remained in CLEC Test for the following month. She said that during the CLEC Test cycle we determined the manual process was very resource intensive and delayed other steps in the jeopardy process. Phyllis said that at the August CMP meeting we agreed that we would change the process back to the original process, issue a Level 3 notification, and a denial on this CR. She said that Qwest also agreed to look at the manual process to see if there was anything that could be done. Phyllis advised that because we have customers that objected to the process and because it was optional we had to create multiple processes, the cost to mechanize this process is economically not feasible as documented in response to the System CR SCR030204-04. She said that we are denying this request based on the costs to implement the process.

Bonnie Johnson/Eschelon said that she didn’t believe that there was necessarily CLEC agreement, but did understand from the last meeting that Qwest was retracting the process. Bonnie said that we need to care for this situation in the CMP document. She said that this needs to be denied, if Qwest is not going to implement the process.

Liz Balvin/Covad advised that she is disappointed, as Qwest is doing manual work today and we should look at mechanizing this. Liz advised she appreciates the creative thinking and hopes that Qwest continues to look outside of the box to try to alleviate some of our own pain and manual work.

Jill Martain/Qwest advised that the costs don’t make it feasible for Qwest to implement this. She said that we would have to totally mechanize this to be effective. Jill asked Bonnie if she is looking for a specific section of the CMP document to be updated. Jill advised that we have changed the project to denied. Jill said that this is a unique situation and it should be an anomaly. Bonnie advised that she is concerned that this will set precedence and that Qwest will decide later that we can’t implement a change that we already agreed to. Bonnie advised if we are faced with this again than we will have to discuss how to handle this. She said that she was not sure that in the future she would agree to allow Qwest to deny the change after the fact.

This CR will move to Denied Status.

August CMP Meeting Minutes:

Jill Martain – Qwest said during the CLEC Test cycle this CR has been difficult for Qwest to implement. The manual work involved has been very resource intensive. We are finding that it is delaying other steps in the jeopardy process. Qwest will need to issue a Level 3 notification to revise the process to what it was previously. At this time, we don’t know how we can manage this process as the time and effort to put the manual notices out are too resource intensive. Jill explained that we have not been in this position before, and shared two options for what Qwest can do with the actual CR. Option 1 – Issue Level 3 to change the process and close the CR, or Option 2 – Issue Level 3 to change the process and deny the CR. Bonnie Johnson – Eschelon advised that she will have to think about how we should handle this. If the end result is we are not going to implement the process as we agreed, then it should be denied. Bonnie asked if there is any opportunity for the System CR to be worked. Are any changes to QORA possible? Bonnie said that originally the CR was denied for economic infeasibility, but maybe this can be looked at again. Jill Martain – Qwest advised that we can look at it again, but it probably isn’t feasible. Bonnie advised that Qwest needs to put something in the CMP document to cover this situation, such as a new category of Reversed, or the CR should be denied. Liz Balvin-Covad advised she does not understand why the level of effort has become overwhelming. Jill Martain advised it is a compounding effect based on the volumes and the additional steps and manual work for the resources to fill out the notice. The process sounds easy but when you look at the volume it adds small steps and delays other steps along the way, putting critical tasks at risk. Liz Balvin asked if there was a way to have one point of contact per CLEC entity. Jill Martain-Qwest advised that it is not the same email address all of the time. It is potentially a different person per order. Liz Balvin-Covad advised that the CLECs like the idea of having a tracking method. [Comment received from Eschelon: Covad was very excited when this process was implemented.] Jill Martain-Qwest advised we will go back and do some research on the systems work. Bonnie Johnson-Eschelon asked that maybe we can mechanize just the initial jeopardy step. The previous system denial was for the entire process, so maybe if we just mechanize the initial jeopardy it would make a difference.

Liz Balvin-Covad asked if maybe we could just mechanize the email itself as it appears the email is a well liked process. Jill Martain-Qwest advised we will talk to the team internally and see if there are any options that can be addressed.

July CMP Meeting Minutes: Jill Martain – Qwest advised that this process is in effect on July 29, 2005 and Qwest sent the test emails to Eschelon, Covad and SBC.

Liz Balvin – Covad asked if they could send another test email to someone in their organization.

Cindy Harlan - Qwest advised yes, please just send me their email address and we will take care of that.

Jill Martain - Qwest asked if we could move this to CLEC Test on 7/29.

Kim Isaacs – Eschelon agreed that it is okay to move to CLEC Test on 7/29.

June CMP Meeting Minutes: Jill Martain – Qwest advised this process is effective July 29. Qwest anticipates that we will be able to test the mailbox sometime the week of June 27. Bob Eggert – SBC asked if Qwest would have a standard email response for the email jeopardy. Bob advised the subject line needs to be standard and something that everyone can support to prevent the emails from being rejected as SPAM. Cindy Harlan – Qwest advised that we did receive the email suggestion that Bob sent in and appreciated the suggestion. Cindy advised that our Process Specialist is in the process of creating the standardized email form. The CLECs suggested that we make the Subject line of the ASR Jeopardy to be as follows: ASR Jeopardy Notice PON# XXXX. Cindy advised that it is expected that these emails will come from one common email mailbox with a qwest.com address. Cindy will verify this information with the Process Specialist and advised Bob Eggert – SBC. This CR will remain in Development Status.

May CMP Meeting Minutes: Phyllis Sunins-Qwest advised that the PCAT should be available for review on 5/23/05, with a comment cycle from 5/24/05 to 6/7/05 and implementation scheduled for 7/7/05. Phyllis advised that Qwest would like to test the group mailbox that was set up for this effort with a couple CLECs. Bonnie Johnson (Eschelon) and Liz Balvin (Covad) advised that they would be glad to participate. Phyllis Sunins-Qwest advised that Cindy Harlan (Qwest) would contact them in the near future to arrange for the test. Phyllis then confirmed that for the test we would need orders submitted via ASR that have jeopardy conditions.

April CMP Meeting Minutes Jill Martain – Qwest advised we are moving forward to develop this process internally. Jill said that we hope to have the timelines for implementation next month.

March CMP Meeting Minutes Jill Martain - Qwest advised that this CR was submitted by Eschelon to implement the initial jeopardy as discussed on PC070804-1. Qwest is working internally to get this implemented. This CR will move to Development Status.

February CMP Meeting Minutes/Clarification: Cindy Harlan - Qwest advised that Qwest held an ad hoc call on Monday February 14. The purpose of the call was to review Qwest's proposed process and obtain a decision from the CLEC community regarding whether to move forward or defer the CR. Bonnie agreed that she would provide a decision at the February CMP Meeting. Bonnie Johnson - Eschelon reported at the February CMP meeting that she took this back internally and would like to move forward implementing the email on initial facility jeopardy notifications. Bonnie advised that she is deciding how she wants to move forward with the CR. There was some discussion around either moving forward with the existing CR or deferring the existing one and creating a new one. Bonnie advised that she does not want to loose the work that has been done as the CLECs may want to revisit this, if something changes at Qwest as it may be possible to implement the rest of this CR at a later time. Cindy Harlan - Qwest advised we can work together to determine how to implement some of the work and defer the rest. Liz Balvin-Covad asked who would receive the email jeopardy. Jill advised an email address needs to be populated in the initiator field on the ASR and that is where the email jeopardy would be sent. Jill advised that Qwest has internal work that needs to be done to implement this. This CR will remain in Development Status.

CenturyLink Response

To: Bonnie Johnson, Eschelon

Subject: PC022105-1 ASR Initial Jeopardy Sent to Email Address on ASR

Description of Change: Qwest will send the initial jeopardy for an ASR to the E-mail address the CLEC provides on the ASR. If the E-mail address is blank, Qwest will call the number listed on the ASR with the information.

Qwest Response: Qwest implemented this change effective July 29, 2005. The CR remained in CLEC Test status for 30 days after implementation. During the CLEC Test cycle it was determined that this CR is very resource intensive. Qwest found that this process is delaying other steps in the jeopardy process.

As agreed during the August CMP Meeting, Qwest advised that they will issue a Level 3 Notification to reinstate the process to the way it was previous to this CR. (Qwest will reinstate the process to contact the CLEC via phone call, instead of using E-mail PROS.09.07.05.F.03226.ProvisiongASRJEP effective October 22, 2005). Qwest also agreed to look at the manual steps involved in this process to see if there are any changes that can be made to eliminate the resource impact.

Qwest reviewed possible options for mechanizing the email portion of the ASR jeopardy process. Based on the multiple steps required in this process, mechanizing the email portion of the ASR jeopardy process would not reduce the manual effort to a level that provides a reasonably demonstrable business benefit. In addition, the cost to implement the multiple process and system changes is economically not feasible as determined previously in SCR030204-04. Qwest is denying this request due to economic infeasibility, based on the costs to implement the multiple process and system changes required.

Sincerely, Qwest