Wholesale: Products & Services

Open Product/Process CR PC061103-1ES Detail

Description Of Change

There are several reasons for this request: AT&T customers should not be speaking to a Qwest representative; it would be much more efficient to route the call directly to AT&T; it eliminates potential representative errors, and; it reduces the number of calls to the Qwest center.

Expected Deliverable:

August 2003

Project Meetings

8/18/04 CMP Meeting Mark Gonzales reported that the work was complete and that a notice was sent on July 28 effective July 29. The CR will be moved to Test status.

7/21/04 July CMP Meeting Denny Graham – Qwest reviewed the response and advised that Qwest is looking at the process and products impacted. Qwest will move this CR to Evaluation status. We will provide an updated status in August.

-- 06/16/04 June CMP Meeting Jamal Boudhaouia with Qwest said that the changes are on track for implementation in third quarter. Carla Pardee with AT&T said that after looking over the changes being made to the VRU, it is not clear how this is different from what is currently done. Jamal said that we want to identify the CLEC end user as not a Qwest customer when a CLEC end user calls the VRU unintentionally. Upfront checks will be done to determine if the end user is Qwest’s or a CLEC’s and convey the message that they are not Qwest’s customer if they are a CLEC end user. Carla asked Jamal to explain the series of checks. Jamal said that the number input by the end user is checked to determine if Qwest, AT&T, Sprint, other CLEC, etc., is the service provider for the end user and then provide the CLEC number if we have it. Carla Pardee with AT&T agreed to the changes being made after the explanations given by Jamal. This CR will remain in Development status.

05/19/04 May CMP Meeting Jamal Boudhaouia with Qwest said that we are in the process of starting to code and implementation is tentatively scheduled for third quarter 2004. The VRU response for Option 2 will be changed. Jamal summarized the VRU changes that will be made and a document summarizing the changes will be attached to this CR. Carla Pardee with AT&T said we thought the call would be intercepted and go to the CLEC serving the account, but since we agreed in September to what Jamal explained it will be accepted. We would like commitment that the implementation will take place during July, August or September 2004. Jamal said the implementation is scheduled for third quarter 2004. Liz Balvin with MCI said it should be taken into consideration the number of times Qwest is used in the VRU because we would not want a CLEC end user customer to talk with a Qwest representative. Bonnie Johnson with Eschelon suggested that the VRU options be written and attached to this CR and Jamal agreed to provide. This CR will remain in Development status.

04/21/04 April CMP Meeting Jamal Boudhaouia with Qwest said that implementation is scheduled for third quarter 2004 and that he will give an update at the May meeting. This CR will remain in Development status.

03/17/04 March CMP Meetng Ev Montez with Qwest said the funding for the project has been approved and that a firm date for implementation has not been provided because IT has not prioritized projects. Carla Pardee with AT&T said that the CR has been out there for a long time and AT&T wants to get the implementation date. Ev said she would provide an update at the April meeting or before if available. This CR will remain in Development status.

-- 02/18/04 February CMP Meeting Jamal Boudhaouia with Qwest said that funding for the project has been approved and will provide a date for implementation as soon as available. Bonnie Johnson said that she has asked several times and has not received an answer about the Qwest retail VRU project and when that is scheduled for implementation or has it been implemented. Jamal said that the project hasn’t been implemented and all changes will be incorporated and will include the CR requested changes. Bonnie said that Qwest hasn’t made clear what the implementation date will be. Carla Pardee with AT&T said that the changes were supposed to be effective in April. Jamal said there is currently no date for implementation. Carla said that the CR is important to AT&T and would like to see solid dates next month adding that the CR was escalated previously and did not do any good. Judy Schultz with Qwest said that we had just received word that funding was approved on Friday and IT will determine the dates as soon as possible. The dates will be provided, if available, before the March meeting. Bonnie said that Qwest had already provided the implementation date of April, (comment begin from Eschelon) 2004 but now states that this was just approved. Judy said all changes had to be reevaluated by Noteabart. (comment end from Eschelon). This CR will remain in Development status.

01/21/04 January CMP Meeting Jamal Boudhaouia with Qwest provided an update that there is no date for implementation. Bonnie Johnson with Eschelon thought this was going to be worked in conjunction with a Qwest retail project. Judy Schultz with Qwest said that this is one of the projects subject to the funding approval process. Even projects that had previously been approved are subject to the new approval process. Qwest will find out when the internal project for the VRU will be worked and how these two projects are connected. This CR will remain in Development status. (Begin comment from Bonnie Johnson - Eschelon) Qwest took an action to review this CR. Bonnie said this CR was waiting for an update already underway for the VRU. That was the delay after this was opened in June 2003. (end comment).

12/17/03 December CMP Meeting Jamal Boudhaouia with Qwest said that the CR is in development status and have no update on timeframe for implementation. Carla Pardee with AT&T said they would like to see progress on this CR by next month or AT&T will escalate the CR. This CR will remain in Development status.

11/19/03 November CMP Meeting Craig Suellentrop said that Qwest has accepted this CR and will make changes to the VRU. Work will be going on in the Qwest VRU and will provide implementation dates as soon as available. Carla Pardee with AT&T said that this CR has been open since June and AT&T would like a formal commitment on the timeframe. This CR will remain in Development Status.

10/15/03 October CMP Meeting Craig Suellentrop said that Qwest is looking at redesigning the repair VRU and plan to include changes for this CR at the same time. Carla Pardee with AT&T said AT&T is anxious to get the changes in place and asked for the implementation date. Craig said he hopes to have implementation dates for the November CMP meeting. Carla asked if the changes Qwest is looking at to make to the VRU should be included in a Qwest initiated CMP CR. Craig said it is still being looked at and determination has not been made if a CR will be required. This CR will remain in Development Status.

09/17/03 September CMP Meeting Craig Suellentrop said that Qwest accepts this CR with an implementation expected in 90 - 120 days. When a customer calls into the repair VRU between 11:30 p.m. - 5 a.m. the system accessed by the VRU to perform the ownership check may be down and the caller will automatically be transferred to a repair agent. However, during this time the system used by Qwest’s repair agents can still identify if a line is owned by a CLEC and will be able to direct the end-user to their local carrier. This CR will be moved to Development status.

08/20/03 August CMP Meeting Craig Suellentrop with Qwest reviewed the draft response to this CR. Craig said that Qwest has mapped the different ways that end users can get into repair VRU and now need the LOE. Qwest will have an update at the September meeting. This CR will be moved to Evaluation status.

07/16/03 July CMP Meeting Carla Pardee with AT&T presented this CR. Craig Suellentrop with Qwest explained the current repair VRU process. When an end user calls into repair they enter the telephone number they are calling about. If the end user presses 1 for a repair agent the VRU does no ownership check and the repair agent inputs the telephone and if the telephone number is CLEC owned the repair agent refers the end user to their alternate provider. If the end user presses 2 for automatic ticket entry and the number is CLEC owned, the VRU will respond that the number is not serviced by Qwest. Then the end user can press 1, if they are the customer for the account. If it is a TN owned by an alternate service provider, the VRU reads the repair number for end user to call for repair services. If the VRU does not recognize the TN, it reads contact your service provider for assistance. Carla with AT&T would like the VRU to respond when the end user enters a telephone number owned by alternate provider, by intercepting the call and routing it to the correct company. Craig will provide the VRU process to the CLEC Community for input on changes.

CLEC Change Request Clarification Meeting

2:00 p.m. (MT) / Tuesday, June 24, 2003

1-877-572-8687 PIN 3393947 # PC061103-1 Intercept CLEC customer calls to Qwest Repair Center

Name/Company: Donna Osborne-Miller, AT&T Dave Fane, AT&T Lydia Braze, AT&T Cathy Garcia, Qwest Craig Suellentrop, Qwest Michael Whitt, Qwest Linda Sanchez-Steinke, Qwest

Introduction of Attendees Introduction of participants on the conference call was made and the purpose of the call discussed.

Review Requested (Description of) Change The description of the change requested in the CR was reviewed. Currently, when an AT&T UNE-P end-user customer calls the Qwest repair line (800-573-1311), the call is routed to a Qwest representative, who then provides the customer with an AT&T 800 number. AT&T requests that Qwest change this procedure so that the call is intercepted when the customer enters their TN, and the customer should hear a branded message to the AT&T 1-800 repair number (800-288-2747). There are several reasons for this request: AT&T customers should not be speaking to a Qwest representative; it would be much more efficient to route the call directly to AT&T; it eliminates potential representative errors, and; it reduces the number of calls to the Qwest center. Dave Fane clarified that the intercept should be implemented for all CLEC customers, not just AT&T customers, and that the end user should be routed to the correct CLEC branding. In the testing, Dave used an AT&T test number and called into repair 6 or 8 times with different results.

Confirm Areas & Products Impacted Product impacted UNE-P

Confirm Right Personnel Involved Qwest confirmed that Craig Suellentrop & Cathy Garcia are correct personnel to resolve the CR.

Identify/Confirm CLEC’s Expectation AT&T would like this change to be effective in August 2003 .

Identify any Dependent Systems Change Requests No dependent change requests were identified.

Establish Action Plan (Resolution Time Frame) AT&T will present this CR at the July CMP Meeting and Qwest will provide response at the August CMP. Donna Osborne-Miller requested that Qwest provide a response or an update if available at the July CMP.

06/18/03 June CMP Meeting Carla Pardee, Lydia Braze and Dave Fane with AT&T reviewed the walk on CR PC061103-1. Dave said that customers within the Qwest territory without Qwest local service call Qwest repair and AT&T would like the IVR to have the ability to route customers to AT&T and identify that the TN does not belong to Qwest. Other ILECs have this ability and it reduces calls to the repair center, mistakes made by repair representatives, and reduces call time for end users, who sometimes are involved in a call taking up to 3-4 minutes before the repair representative recognizes that the customer is not a Qwest customer. Eschelon, U S Link and McLeod all said they support this change request. Lynne Powers with TelWest asked if the end user would be inputting their telephone number and Dave said that is what occurs in the PacBell region. There will be a clarification call on this change request.

CenturyLink Response

For Review by the CLEC community and discussion at the September 17, 2003 CMP Meeting

Carla Pardee AT&T

SUBJECT: Qwest’s Change Request Response - CR PC061103-1 "Intercept CLEC customer calls to the Qwest Repair Center"

This CR requests that when a CLEC end-user calls into Qwest repair “the call is intercepted when the end-user enters their TN, and the customer should hear a branded message to the [CLEC] 1-800 repair number.

The August response illustrated Qwest’s current Voice Response Unit (VRU) scripting when an end-user calls into Qwest repair. For this CR Qwest investigated the possibility of performing the ownership check and replaying the same scripts for Option 2 as are performed for Option 1.

Qwest accepts this CR and will make the changes indicated above. The systems accessed for this ownership check may be down for maintenance nightly between 11:30 pm and 5:00 am Mountain Time. Therefore, during this period, it may not be possible to perform the ownership check. However, the system used by Qwest’s repair agents will still detect if a line is owned by a CLEC and the agent will direct the end-user to call his or her local carrier.

Sincerely,

Craig Suellentrop Staff Advocate, Policy & Law Qwest

Cc: Mary Retka, Director-Legal Issues, Qwest Catherine R. Garcia, Lead Process Analyst, Qwest Cheryl Rock, Senior Process Analyst, Qwest

August 13, 2003

DRAFT RESPONSE For Review by the CLEC Community and Discussion at the August 20, 2003 CMP Meeting

Carla Pardee AT&T

SUBJECT: Qwest’s Change Request Response - PC061103-1 "Intercept CLEC customer calls to the Qwest Repair Center"

AT&T’s CR requests that when a CLEC end-user calls into Qwest repair "the call is intercepted when the end-user enters their TN, and the customer should hear a branded message to the [CLEC] 1-800 repair number."

The attached document illustrates Qwest’s current Voice Response Unit (VRU) scripting when an end-user calls into Qwest repair. For this CR, Qwest investigated the possibility of performing the ownership check and replaying the same scripts for Option 2 as are performed for Option 1.

The direct number to get into repair for all 14 states in Qwest’s local service region is 1-800-573-1311. However, other Qwest VRU systems have options allowing the caller to transfer to Local Network repair. Callers coming from these other systems do not always input their TN into the repair VRU. Because of this, Qwest has to map all of the various methods of getting into the repair VRU and determine how/if an ownership check can be conducted. Qwest is now in the process of getting an estimate for feasibility to perform the ownership check.

Qwest will provide a revised response at the September CMP meeting with the findings of this research.

Sincerely,

Craig Suellentrop Staff Advocate, Policy & Law Qwest

Cc: Mary Retka, Director-Legal Issues, Qwest Catherine R. Garcia, Lead Process Analyst, Qwest Cheryl Rock, Senior Process Analyst, Qwest