Open Product/Process CR PC030102-1 Detail |
| Title: Trouble tickets for resale worked liked unbundled trouble tickets | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
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| PC030102-1 |
Completed 6/19/2002 |
Maintenance/Repair | Resale | |||
| Originator: Whitson, Carol |
| Originator Company Name: McLeodUSA |
| Owner: Suellentrop, Craig |
| Director: |
| CR PM: Thomte, Kit |
Description Of Change |
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Work the trouble tickets for resale with a screener so they can schedule the tech and the tech calls the screener. After the tech has called the screener, they would call McLeod with the resolution of what was done and then close out the ticket.
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| Date | Action | Description |
| 3/1/2002 | CR Submitted by McLeodUSA (03/01/02 reflects the date notification was sent advising the receipt of this CR at cmpcr@qwest.com and not the 02/27/02 submitted date shown on the CR.) | |
| 3/1/2002 | CR acknowledged by P/P CMP Manager | |
| 3/1/2002 | CR posted to the web in the Product & Process Interactive Report (http://qwest.com/wholesale/cmp/changerequest.html) | |
| 3/4/2002 | McLeod contacted (by e-mail) to organize clarification meeting | |
| 3/5/2002 | Clarification meeting conducted with McLeodUSA | |
| 3/6/2002 | Clarification minutes issued to McLeodUSA and posted to CMP database | |
| 3/20/2002 | March CMP Meeting: CR Status changed to "Clarification." Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site | |
| 4/17/2002 | April CMP Meeting: CLECs agreed to change CR status to "Evaluation". Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site | |
| 5/8/2002 | Issued Qwest's Draft Response dated April 29, 2002 to McLeodUSA. | |
| 5/15/2002 | May CMP Meeting: Qwest presented its draft response dated April 29, 2002. McLeod identified examples where they were not getting call backs. Qwest agreed to open an action item. It was agreed that the CR would remain in a Presented status. Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site. | |
| 6/19/2002 | June CMP Product and Process meeting this CR was changed "Completed" Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site |
Project Meetings |
| 03/05/02 Clarification meeting conducted with McLeodUSA Clarification Meeting 9:00 a.m. (MDT) / Tuesday 5th March 2002 1-877-564-8688 ID 626-5401 # PC030102-1 Trouble tickets for resale worked liked unbundled trouble tickets Attendees: Carol Whitson / McLeod Mike Larson / McLeod Adam Schug / McLeod Scott Kendall / McLeod Jim Christner / McLeod Craig Suellentrop / Qwest Todd Mead / Qwest Review Requested (Description of) Change: Carol read the Description of Change from the CR: "Work the trouble tickets for resale with a screener so they can schedule the tech and the tech calls the screener. After the tech has called the screener, they would call McLeod with the resolution of what was done and then close out the ticket." Craig asked for clarification that this request only covered resold POTs, not design services as design services already followed the same process as UBL. McLeod confirmed this request was for POTs. McLeod stated that with UBL there is a hold and then a call back to prevent multiple trouble tickets being opened. This is want they want with POTs. Craig reiterated that this request was clear. Currently Qwest Retail does not have this either, so this would be a completely new process. McLeod stated want they are really after here is to have a call back before the trouble ticket is closed. They have tried using 800 numbers etc to ensure this happens, but as yet they have not been successful in getting Qwest to call back prior to the ticket closing. This results in McLeod having to reopen multiple tickets for the same issue, which consequently results in escalation problems as the newly opened tickets do not qualify for the appropriate escalation. Qwest asked whether McLeod use CEMR or manual call in or both. McLeod replied they use a combination. Confirm Areas & Products Impacted: Area: Maintenance/Repair Product: Resale Confirm Right Personnel Involved: Craig confirmed he is the right person within Qwest to take the lead on this CR. He will coordinate input from others within Qwest to develop the response to this CR. Identify/Confirm CLEC’s Expectation: - Qwest would use screener to work trouble tickets and call McLeod instead of the tech. - McLeod want to have a process in place that will ensure they will receive a call from Qwest before the trouble ticket is closed Identify any Dependent Systems Change Requests: None identified Establish Action Plan: The General CLEC Clarification will be at the April CMP meeting (4/17/02). Qwest’s draft response to this will be presented at the May CMP meeting (5/15/02). The current CR status and respective documentation can be viewed in the Product & Process Interactive Report at: http://qwest.com/wholesale/cmp/changerequest.html
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CenturyLink Response |
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“ April 29, 2002 Carol Whitson ILEC Relation Account Manager McLeod USA SUBJECT: Qwest’s Change Request Response - CR PC030102-1 “Trouble tickets for resale worked like unbundled trouble tickets.” This CR requests that Qwest “Work trouble tickets for resale with a screener so they can schedule the tech and the tech would call the screener when the trouble is resolved. After the tech has called the screener, they would call McLeod with the resolution and what was done and then close the ticket.” During the clarification call with McLeod and at the General Clarification at the April CMP meeting, McLeod indicated the primary concern is to receive a call before the ticket is closed. As the title of this CR indicates, Qwest uses a Maintenance Control Organization (MCO) to manage all designed service trouble tickets (both wholesale and retail), including trouble tickets for unbundled network elements (excluding UNE-P POTS). The MCO technician manages the closure of these trouble tickets, including calling back the customer and waiting up to 24 hours to receive a call back to coordinate closure. The trouble ticket is placed in a “No Access” status while Qwest is waiting for a response from the customer. After 24 hours, the trouble ticket is closed if no response is received. Because non-designed trouble tickets (both wholesale and retail) are generally less complex and have much larger volumes, Qwest doesn’t use an MCO technician to manage their closure. For non-designed trouble tickets (resale and UNE-P POTS) the technician that resolves the trouble closes the ticket. The technician attempts to contact the customer when closing the ticket. If the customer cannot be reached, the ticket is closed. In addition, for trouble tickets opened through the electronic interface (CEMR), notification is automatically sent (either through e-mail or fax) when the ticket is closed. Qwest’s systems are unable to status non-designed trouble tickets as “No Access.” Waiting for a customer to clear voice mail and reply back to Qwest before closing a non-designed trouble ticket may result in increased trouble resolution time, missed appointments, and technician idle time. Therefore, Qwest respectfully denies this Change Request. Sincerely, Craig Suellentrop Staff Advocate, Policy & Law Qwest Cc: Mary Retka, Director-Legal Issues, Qwest Catherine R. Garcia, Senior Process Analyst, Qwest Catherine Augustson, Senior Process Analyst, Qwest
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Information Current as of 1/11/2021