Wholesale: Products & Services

Open Product/Process CR PC042103-2 Detail

Description Of Change

Expected Deliverable:

McleodUSA expects to be able to be provided a process where we can receive a monthly report outlining the escalation ticket activity for that CLEC.

McleodUSA would like to see the following information available.

How many escalation tickets we opened.

How many were closed and by what tier. (By Tier 1, Tier 2, or Tier 3.)

What resolution the ticket was closed with.

How long the ticket was open for. (Or open date and time, close date and time.)

What platform the ticket was in regards to.

McleodUSA expects this process to be implemented as soon as possible.

Project Meetings

Thanks for checking. McLeodUSA also agrees that this can be closed.

Thanks! TSK

--Original Message-- From: Sanchez Steinke, Linda [mailto:Linda.SanchezSteinke@qwest.com] Sent: Monday, March 01, 2004 12:32 PM To: Kramer, Shawna L.; Koffron, Tracey S. Subject: FW: CMP CR PC042103-2 Escalation Ticket Reporting

Shawna & Tracey -

CR PC042103-2 can be viewed at http://www.qwest.com/wholesale/cmp/changerequest.html

We discussed the CR at CMP last Wednesday and it was ok to close from other CLECs standpoint, and I just want to verify that McLeod is ok to close. Please e-mail me back and if you have questions call me.

Thank you

Linda Sanchez-Steinke CRPM Qwest 303-382-5768

From: Sanchez Steinke, Linda To: 'skramer@mcleodusa.com'; 'tkoffron@mcleodusa.com' cc: Subject: FW: CMP CR PC042103-2 Escalation Ticket Reporting

Shawna & Tracey -

CR PC042103-2 can be viewed at http://www.qwest.com/wholesale/cmp/changerequest.html

We discussed the CR at CMP last Wednesday and it was ok to close from other CLECs standpoint, and I just want to verify that McLeod is ok to close. Please e-mail me back and if you have questions call me.

Thank you

Linda Sanchez-Steinke CRPM Qwest 303-382-5768

Thu 2/19/04 10:51 AM From; Sanchez Steinke, Linda To; 'msprague@mcleodusa.com' Subject: CMP CR PC042103-2 Escalation Ticket Reporting

Hi Michelle -

This CMP CR was discussed at the Product/Process meeting yesterday. It was agreed that the CR could be moved to Completed status, and that Qwest could e-mail McLeod and make sure it is ok to close it.

Would you please let me know.

Thank you

Linda Sanchez-Steinke CRPM Qwest 303-382-5768

02/18/04 February CMP Meeting Michelle Thacker with Qwest gave an update that the January reports were sent on 2/16/04 and asked if the CR could be closed. Stephanie Prull with Eschelon said that Eschelon agrees to close this CR and suggested that Qwest also contact Michelle Sprague at McLeod to close. Qwest will e-mail McLeod to confirm closing this CR. This CR will move to Completed status if McLeod agrees.

01/21/04 January CMP Meeting Michelle Thacker with Qwest gave an update that CLECs who requested the data received their November data in December and December data in January. This CR will move to CLEC Test status.

12/17/03 December CMP Meeting Michelle Thacker with Qwest gave an update that Qwest has received requests for reports and expect they will be delivered by 12/19. Bonnie Johnson with Eschelon provided her e-mail address to Michelle and asked if they would receive their report on 12/18. Michelle said that the report should be received 12/18. This CR will remain in Development status.

11/19/03 November CMP Meeting Michelle Thacker with Qwest provided an update on this CR. Michelle said that external documentation has been posted for review and comments. This CR will remain in Development status.

10/15/03 October CMP Meeting Michelle Thacker with Qwest provided an update on this CR. Michelle said that we held an ad hoc meeting on 10/7/03 and gained input from the CLECs on the report format. The outcome was two action items; request from CLECs for one e-mail and after research one e-mail is not possible. Each report will be e-mailed separately. Qwest can suppress pages from the report per CLEC request, for example CLECs can request to receive pages 1 and 5 and not to receive pages 2 and 4. Further information on how reports will be ordered will be included in a PCAT update. The other action item was to provide progress on documentation. Currently the external documentation is being worked on and will be deployed according to CMP guidelines. This CR will remain in Development status.

Ad Hoc Meeting Minutes PC042103-2 October 7, 2003 1-877-572-8687, Conference ID 3393947# 10:30 a.m. - 11:00 a.m. Mountain Time

List of Attendees: Carla Pardee - AT&T Stephanie Prull - McLeod Liz Balvin - MCI Kim Isaacs - Eschelon Bonnie Johnson - Eschelon Lydell Peterson - Qwest Jeff Tietz - Qwest Jen Arnold - U S Link Michelle Thacker - Qwest Dennis Van Der Vieren - 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 statistics of call center tickets.

Michelle Thacker explained that Qwest has sent the reports individually to each CLEC and are looking for feedback on the format of the reports. Bonnie Johnson said that she received the e-mails and got pages 1, 3, 4, and 5 with no page 2. Michelle explained that the page numbers will be corrected.

Michelle explained that page 1 is the total call center tickets for the reporting timeframe and the total number of call center tickets for the call handling centers.

Page 2 are the call center tickets received and the tier that assisted with the ticket. Bonnie Johnson asked if this is the tier the ticket is closed at and Michelle said no this is the tier that assisted with the ticket.

Page 3 is the total number of tickets resolved by tier.

Page 4 is the total tickets resolved by reason code. Michelle explained that the CLEC facing documentation will provide further definition of the reason codes.

Account Ownership reason code would be requests to find out if the CLEC owns the account or to find out when the account was lost.

LSR reason code would be calls about rejects and jeopardy after FOC. Bonnie asked if there was more information about LSR reject definition. Michelle said that at any time the CLEC can ask how the ticket was closed. Bonnie explained Eschelon has been working on a project for LSR quality providing Qwest rejects in error and asked Qwest Service Management Team to identify rejects in error and the Service Management Team has said that they don’t have the data to pull a report.

Michelle explained that Listings are requests for assistance with listing, change listing on service orders, and complex listings. Stephanie Prull asked if the listing requests are from CSIE rather than the DL center. Michelle said yes the statistics are from CSIE.

Michelle explained that ordering tickets include resent FOC, resend PSON, supp’d LSRs, demarc, and expedites. Bonnie asked where a call about PSON id mistakes would fall. Michelle said that would be under pre-order.

Michelle explained that pre-order tickets would be addresses, loop qualification, CFA validation, facilities, IMA functionality.

Provisioning tickets are requests for assistance with out of service, complete service order in error, reschedule of tech visit.

Referral tickets would be making referrals to repair and warm transfers to repair and other Qwest departments..

Stephanie asked if there was a problem with address validation within Premis system, would the ticket be opened in pre-order. Michelle said yes those tickets would fall under pre-order.

Liz Balvin with MCI had not received the reports and Dennis Van Der Vieren will e-mail to her.

Carla Pardee with AT&T asked how they can get the reports and Michelle said that the reports would be ordered through the customer questionnaire as an interim process.

Stephanie Prull with McLeod asked if it would be possible to get all 4 pages of the report into one e-mail. Dennis will investigate if one e-mail can be sent.

Bonnie Johnson said that she was hoping to receive more data.

Stephanie Prull asked when the interface document will be available. Michelle said the external document is under development.

Jen Arnold with U S Link mentioned that on pages 3 and 4 the number of reports resolved in September must include carryovers from the prior month. Michelle said yes.

Linda asked if there were any additional questions. No questions were asked and Linda said that we would discuss this CR at the October CMP meeting.

09/17/03 September CMP Meeting Michelle Thacker with Qwest provided an update on this CR. Michelle would like to meet with Stephanie Prull with McLeod next week and provide the report in draft format. Eschelon, MCI, VarTec and AT&T would like to be included in the meeting. Qwest will arrange an ad hoc meeting on 9/25 and send notification. This CR will remain in Development status.

CMP Meeting 08-20-03

White-Qwest stated that Qwest would like to conduct a test of the new process with McLeod in September. Prull-McLeod stated that she should be the POC for that test. White-Qwest stated that Qwest estimated that the first report would come out in December with data collected in November.

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

CMP Meeting 07-16-03

Thacker-Qwest presented the Qwest acceptance. Johnson-Eschelon asked if tickets escalated higher than Tier 2 will be included in the report. She stated that if it is escalated then it probably remains in the database as a Tier 2. Thacker-Qwest stated that in most cases this would be true. Johnson-Eschelon asked if the report will include notes. Thacker-Qwest stated that it would include only numbers; not notes. The CR was moved into Development.

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

Thacker-Qwest presented the Qwest response. She asked that the CR be moved to Evaluation status. Prull-McLeod asked that they be shown samples of the report format when Qwest developed them. Thacker-Qwest stated that if Qwest was able to accept this CR they would share samples with McLeod. Johnson-Eschelon stated that Eschelon’s Service Manager had provided them a report like this one requested in the CR. ========================================================== 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 Michelle Thacker – Qwest Stephanie Prull – McLeod

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

Review Requested (Description of) Change Prull-McLeod reviewed the CR. Thacker-Qwest asked what the data would be used for. Prull-McLeod stated that it would be used primarily for reporting metrics and training issues. Thacker-Qwest asked if McLeod currently contacted their service manager thwne they want to know about their tickets. Prull-McLeod stated that they did contact their service manager. She stated that they used to receive a report from their service manager but that they haven’t received it recently. She explained that McLeod has made the same request of their service manager but was told that there was not a way to get the information. She stated that was why she submitted the CR. Thacker-Qwest stated that there is no current process, but that McLeod may be able to get this info from their service manager. Prull-McLeod stated that McLeod used to get the report, but had to ask for it. She stated that they would like to get it every month without requesting

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

SUBJECT: Qwest’s Change Request Response - CR # PC042103-2 (Escalation Ticket Reporting)

This letter is in response to CLEC Change Request (CR) PC042103-2. This CR is a request by McLeod to establish a process where CLECs can receive, on a monthly basis, statistics regarding the escalation tickets opened by the CLECs with Qwest. During the clarification call, McLeod stated that it would use the data primarily for reporting metrics and training issues within McLeod.

In evaluating this request, Qwest accepts this CR to provide a monthly statistical report of all Call Center Database tickets opened and resolved in our Call Handling Centers. This report will be available upon request and contain such statistical ticket detail as:

- Product Type (Total number of tickets opened for each product) - Sub Product Type (Total number of tickets for sub product) - Reason Code/Sub Reason Code (Total number of tickets closed)

Ticket detail will be summarized including total number of tickets opened during the month, total number tickets closed at Tier 0, 1, 2, etc. External documentation will be available including instructions on how to order, where to call if questions about the report arise and if the report is not received.

Further details regarding implementation (dates, contact information, etc.) will be available at the August CMP meeting.

Sincerely,

Michelle Thacker Sr. 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 #PC042103-2

This is a preliminary response regarding McLeod CR PC042103-2. This CR requests a process where CLECs can receive on a monthly basis statistics regarding the escalation tickets opened by the CLECs with Qwest.

Qwest is currently working internally to identify a solution to this request. Because 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,

Michelle Thacker Sr. Process Analyst Qwest Communications