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Open Product/Process CR PC042103-1 Detail

Description Of Change

Expected Deliverable:

McLeod expects that a ticket be opened with the Directory Listing Operation center as is the process with the CSIE center today. Mcleod expects that these are tracked and available to any reporting that is available to the CSIE center tickets. Mcleod would accept a process where the ticket is initiated with the CSIE center then a warm transfer to the Directory Listing Operations Center is given. Again the ticket would need to be maintained and tracked as all other customer service tickets are today.

Project Meetings

07/21/04 July CMP Meeting Cindy Macy – Qwest provided status and advised that the format should be corrected with the July report that will be available August 5. This CR will remain in CLEC Test status.

06/16/04 June CMP Meeting Lee Gomez with Qwest said CLECs will continue to receive the report as originally formatted until formatting changes can be made. Stephanie Prull with Eschelon said they received the June report in the same format as the May report. Lee said that if anyone needs the report in the format that Lee views, they can request through their Listing Account Manager. This CR will remain in CLEC Test status.

Date: 5/24/04 12:08 p.m. From: Isaacs, Kimberly D. [kdisaacs@eschelon.com] To: Sanchez Steinke, Linda cc: Bonnie Johnson Subject: Report for PC042103-1

Linda, here is the FBDL Listing Help Ticket Report, Eschelon received on 5-5-04. Please let us know if you have any other questions. Thank you and have a wonderful day.

Kim Isaacs ILEC Relations Process Analyst kdisaacs@eschelon.com Eschelon Telcom Inc Ph: 612-436-6038 Fax: 612-436-1519

Date: 5/24/04 10:21 a.m. From: Sanchez Steinke, Linda To: 'bjjohnson@eschelon.com' Subject: Report for PC042103-1

Hi Bonnie -

Would you send me the e-mail report that you received for CMP CR PC042103-1 "Tracking process for FBDL order issues".

Thank you

Linda Sanchez-Steinke CRPM Qwest 303-382-5768

05/19/04 May CMP Meeting Linda Sanchez-Steinke with Qwest said that the reports were provided to the CLECs on 5/5/04. Bonnie Johnson with Eschelon said they received the report and expected it to provide additional details but was high level similar to the escalation ticket report. Stephanie Prull with Eschelon said there were issues with the report format and that it was just an e-mail with dates and the columns were shifted left and right. Stephanie suggested this be corrected by re-formatting the report and providing search capability. Bonnie also said the report should be in a table format with sorting capability. Lee Gomez with Qwest joined the call later and the formatting concerns were reiterated. Lee will check into these. Bonnie suggested putting the data into a table in a word document. This CR will move to CLEC Test status.

04/21/04 April CMP Meeting Lee Gomez with Qwest said that everything is ready and in place and any CLECs that would like to get the report should contact the Listing Account Manager to receive the report. Stephanie Prull with Eschelon said thank you for providing the report. This CR will move to CLEC Test status.

03/17/04 March CMP Meeting Linda Sanchez-Steinke gave an update the product notice for the White Page Directory Listings Version 23 User Guides was sent on 3/5 with a proposed effective date of 4/19. CLECs should contact the Listing Account Manager to receive the report. This CR will remain in Development status.

02/18/04 February CMP Meeting Lee Gomez with Qwest gave the update and advised that the CR is on track for implementation in April and will be sending a notification updating the listing document. The first report will be available in May and the CLECs should contact the Listing Account Manager to receive the report.

Stephanie Prull with Eschelon asked if multiple ACNAs will all be on the same report. Lee Gomez said there would be a separate report for each ACNA. This CR will remain Development status.

Fri 2/13/04 8:29 AM From; Sanchez Steinke, Linda To: bjjohnson@eschelon.com Subject: FW: Action Items Ad Hoc 1/19/04 PC042103-1 Tracking process for FBDL order issues

Bonnie - As a follow up to your request in the January CMP meeting minutes, attached are the take back items that Lee Gomez had for PC042103-1. I also posted to the body of the CR under Project Meetings.

Thank you Linda Sanchez-Steinke 303-382-5768

--Original Message-- From: Sanchez Steinke, Linda Sent: Monday, January 26, 2004 12:43 PM To: 'bjjohnson@eschelon.com' Subject: FW: Action Items Ad Hoc 1/19/04 PC042103-1 Tracking process for FBDL order issues

Bonnie - Forwarding to you -- I have your e-mail address incorrect in the first e-mail.

Linda Sanchez-Steinke CRPM Qwest 303-382-5768

--Original Message-- From: Sanchez Steinke, Linda Sent: Monday, January 26, 2004 12:41 PM To: 'bjjohnson@escehlon.com'; 'kdisaacs@eschelon.com'; 'saprull@eschelon.com'; 'dosborne@att.com'; 'cdickinson@att.com' Subject: Action Items Ad Hoc 1/19/04 PC042103-1 Tracking process for FBDL order issues All,

As a follow up to the ad hoc meeting held 1/19/04, regarding PC042103-1, the following are answers to questions asked during the meeting that Lee Gomez took as action items:

Q) Bonnie said there are time when calls are referred to directory listings by CSIE and would like to know which report those would show on.

A) CSIE opens a ticket for every call received. If they determine that a call should be referred to the LOC, CSIE will close that ticket. With the implementation of this report, when a call is referred from the CSIE, the LOC will open a Help Ticket and follow the new process.

Q) Stephanie asked if tickets can be broken down by what tier closed.

A) FBDL does not have tiers. The LOC representative is the primary point of contact for listing related questions and they will be responsible for opening the Tickets. If the CLEC is not satisfied with the status of a ticket, they may chose to escalate the issue to their Listing Resource Services (LRS) Account Manager (AM). The LRS AM will investigate the situation and may work with the LOC regarding a Ticket, but the LOC representative is responsible for opening, updating and closing Tickets.

Thank you

Linda Sanchez-Steinke CRPM Qwest 303-382-5768

Mon 1/26/04 12:41 PM From; Sanchez Steinke, Linda To: 'bjjohnson@escehlon.com', 'kdisaacs@eschelon.com' 'saprull@eschelon.com' 'dosborne@att.com' 'cdickinson@att.com' Subject: Action Items Ad Hoc 1/19/04 PC042103-1 Tracking process for FBDL order issues All,

As a follow up to the ad hoc meeting held 1/19/04, regarding PC042103-1, the following are answers to questions asked during the meeting that Lee Gomez took as action items:

Q) Bonnie said there are time when calls are referred to directory listings by CSIE and would like to know which report those would show on.

A) CSIE opens a ticket for every call received. If they determine that a call should be referred to the LOC, CSIE will close that ticket. With the implementation of this report, when a call is referred from the CSIE, the LOC will open a Help Ticket and follow the new process.

Q) Stephanie asked if tickets can be broken down by what tier closed.

A) FBDL does not have tiers. The LOC representative is the primary point of contact for listing related questions and they will be responsible for opening the Tickets. If the CLEC is not satisfied with the status of a ticket, they may chose to escalate the issue to their Listing Resource Services (LRS) Account Manager (AM). The LRS AM will investigate the situation and may work with the LOC regarding a Ticket, but the LOC representative is responsible for opening, updating and closing Tickets.

Thank you

Linda Sanchez-Steinke CRPM Qwest 303-382-5768

01/21/04 January CMP Meeting Lee Gomez with Qwest gave an update that an ad hoc meeting was held to present the prototype report for FBDL tickets and that the targeted implementation is April. Stephanie Prull with Eschelon asked for the implementation date. Lee said it would be coincident with IMA 15.0. This CR will remain in Development status. (Begin comment from Bonnie Johnson - Eschelon) (Can you provide the answers to the take backs that Lee Gomez provided at the meeting?) (end comment).

Ad Hoc Meeting Minutes PC042103-1 January 19, 2004 1-877-572-8687, Conference ID 3393947# 10:00 a.m. - 10:30 a.m. Mountain Time

List of Attendees: Carla Pardee - AT&T Donna Osborne-Miller - AT&T Kim Isaacs - Eschelon Stephanie Prull - Eschelon Bonnie Johnson - Eschelon Lee Gomez - Qwest Linda Sanchez-Steinke - Qwest

The meeting began with Qwest making introductions and welcoming all attendees. Linda Sanchez-Steinke with Qwest explained that the purpose of the meeting was to gain input on the draft format of the report providing information on FBDL tickets opened by CLECs.

Lee Gomez with Qwest explained that the reports would be similar to the CSIE reports provided monthly. The data will be reported for the entire month and will include calls made to the Listing Operations Center (LOC) regarding FBDL. The report will give the total number of calls per month, broken down by day and 8 categories of the tickets opened. Lee explained how the categories are defined:

Account Ownership - account does not belong to Provider DLIS - question regarding information displayed in DLIS Ordering - question regarding how to complete an order. DSRED - question regarding data returned on a DSRED. Migration - question related to migration/conversion orders Missing Listing - question regarding listing not found Other - miscellaneous question.

These categories will be defined in the Facility-Based CLECs and Reseller/Unbundled Network CLECS Directory Listing User Document.

Stephanie Prull with Eschelon asked what category a ticket would go into when getting ready to do a conversion and DLIS is not correct. Lee said that it would fit into the account ownership if the order has already been issued.

Stephanie asked where a ticket would be categorized if Eschelon has a customer and the information on CSR doesn’t match DLIS. Lee said that would be under DLIS because of what is being displayed in DLIS, however, the Provider may request a specific reason code if necessary.

Stephanie asked if there is a trouble ticket opened with DLIS where would that be classified. Lee said that is would go under DLIS. The reason code can be negotiated between the CLEC and the Qwest LOC representative whenever the CLEC feels it is necessary.

Bonnie Johnson with Eschelon asked if the FBDL report would be separate from the CSIE report. Lee answered yes. Bonnie said there are time when calls are referred to directory listings by CSIE and would like to know which report those would show on. Lee will get back with Bonnie after checking. Bonnie stated that the preference would be that CSIE would close their ticket and it would appear on the FBDL report. Lee will verify.

Donna Osborne-Miller asked the if the number associated with the category is the total number. Lee said that was correct.

Stephanie asked if tickets can be broken down by what tier closed. Lee will find out the answer.

Linda will e-mail answers out to the group and will put the minutes in the body of this change request. There were no additional questions.

12/17/03 December CMP Meeting Linda Sanchez-Steinke gave status that this CR is targeted for the April timeframe and will arrange an ad hoc meeting to review draft format with Stephanie Prull. This CR will remain in Development status.

11/19/03 November CMP Meeting Lee Gomez with Qwest gave the update on this CR. Qwest is planning to provide a report prototype at the next meeting. There is a help ticket generated today and there will be updates made in the applicable PCAT. This CR will remain in Development Status.

10/15/03 October CMP Meeting Linda Sanchez-Steinke with Qwest gave the update on this CR. Qwest is planning to provide a report in the April 2004 timeframe. Linda will contact Stephanie Prull to arrange a meeting to discuss the report format. This CR will remain in Development Status.

09/17/03 September CMP Meeting Lee Gomez provided an update on this CR. Lee said that Qwest is actively working on providing a report in the April timeframe. This CR will remain in Development Status.

CMP Meeting 08-20-03

White-Qwest stated that the proposed implementation date for the change was April 2004. The CR was left in Development status.

=======================================

CMP Meeting 07-16-03

White-Qwest presented the Qwest acceptance and recommended the CR be moved in to Development.

==================================== CMP Meeting 06-18-03

White-Qwest presented the Qwest response. He stated that Qwest is currently working internally to identify a solution to this request. Because this request involves the creation of a complex and wide-reaching process, there are a large number of issues Qwest must analyze. He asked that the change move to Evaluation. ========================================================== CMP Meeting 05-21-03

Prull-McLeod presented the CR. Johnson-Eschelon stated that Eschelon was interested in this CR as well. ========================================== Clarification Meeting Wednesday, May 07, 2003

1-877-550-8686 2213337#

Attendees Matt White – Qwest Lee Gomez – Qwest Michelle Thacker – Qwest Stephanie Prull – McLeod Jennifer Arnold – USLink

Introduction of Attendees White-Qwest welcomed all attendees and reviewed the request.

Review Requested (Description of) Change Prull-McLeod reviewed the CR. She stated that McLeod has a hard time keeping track of their FBDL issues because they go to a different center once the order has been processed. Gomez-Qwest stated that the CLECs are now calling into the CSIE center for system related issues. She explained that they should be able to take calls and open tickets for DLIS issues. She asked McLeod what the wanted to track. Prull-McLeod stated that McLeod wanted visibility on ordering issues. Gomez-Qwest asked if McLeod was currently experiencing problems with the center. Prull-McLeod stated that they weren’t but that McLeod is doing more internal reporting. She stated that this is a gap in this reporting because they don’t have a good way to track it. Gomez-Qwest asked if this CR was related to DLIS issues. Prull-McLeod stated that it was not. She stated that McLeod wanted to have a ticket number and tracking capabilities. Thacker-Qwest asked if USLink had the same concern. Arnold-USLink stated that USLink did not have the same issue and needed to submit a separate CR

Confirm Areas and Products Impacted White-Qwest confirmed that the attendees were comfortable that the request appropriately identified all areas and products impacted.

Confirm Right Personnel Involved White-Qwest confirmed with the attendees that the appropriate Qwest personnel were involved.

Identify/Confirm CLEC’s Expectation White-Qwest reviewed the request to confirm McLeod’s expectation.

Identify and Dependant Systems Change Requests White-Qwest asked the attendees if they knew of any related change requests.

Establish Action Plan White-Qwest asked attendees if there were any further questions. There were none. White-Qwest stated that the next step was for McLeod to present the CR at the May Monthly Product/Process Meeting and thanked all attendees for attending the meeting.

CenturyLink Response

July 9, 2003

REVISED RESPONSE For Review by CLEC Community and Discussion at the July 16, 2003, CMP Product/Process Meeting

Stephanie Prull McLeod USA

SUBJECT: Qwest’s Change Request Response - CR #PC042103-1

This is a revised response regarding McLeod CR PC042103-2. This CR requests a process be established for the listing operations center that is consistent with the CSIE center.

Qwest accepts this CR. Qwest will create a system to track each incoming CLEC call to the Listing Operations Center. Similarly, this system will allow Qwest to provide the CLEC with a ticket number and reports that identify all CLEC calls/help tickets/status. These systems and processes will be completely separate from those within the CSIE.

Qwest will provide a status update of the work to implement this CR at the August CMP meeting.

Sincerely,

Lee Gomez Lead Process Analyst Qwest Communications

=========================================== June 11, 2003

DRAFT RESPONSE For Review by CLEC Community and Discussion at the June 18, 2003, CMP Product/Process Meeting

Stephanie Prull McLeod USA

SUBJECT: Qwest’s Change Request Response - CR #PC042103-1

This is a preliminary response regarding McLeod CR PC042103-2. This CR requests a process be established for the listing operations center that is consistent with the CSIE center.

Qwest is currently working internally to identify a solution to this request. Because this request involves the creation of a complex and wide-reaching process, there are a large number of issues Qwest must analyze. Qwest proposes moving this Change Request into Evaluation Status while Qwest prepares a complete answer to this request.

Qwest will provide a status update at the July CMP meeting.

Sincerely,

Lee Gomez Lead Process Analyst Qwest Communications