Wholesale: Products & Services

Open Product/Process CR PC062602-3 Detail

Description Of Change

Project Meetings

Allegiance advised they would withdraw this CR which will be satisfied with the System CR’s, providing Qwest opens a Global Action Item to research if a column with their Trouble Ticket Number could be added to the current spreadsheet they receive from their Service Manager. Qwest advised that they are looking into this action item. Qwest expressed that development of the spreadsheet is a complicated process. No participating CLEC indicated that they wanted to assume sponsorship of this CR. The CR will be status Withdrawn and a Global Action Item will be opened.

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08/30/02 Conference Call

Ric Martin and Craig Suellentrop, Qwest, held a conference call with Terry Wicks, Allegiance to discuss the manual and system aspects of their CR. Qwest advised that the system aspect of Allegiance’s CR would be covered under the resultant Systems CR from combining the various System CRs on Trouble Tickets and Repair Charges. Qwest advised that the Systems resolution would look at the “Input” aspect (CEMR and MEDIACC) of getting CLEC Trouble Tickets and the “Output” aspect (Bill) of cross-referencing trouble tickets and Circuit IDs, etc. Allegiance was in agreement with the handling of the systems aspect of their CR. Qwest explained that there might be something that could be done on the manual process aspect, but there wouldn’t be any meaningful output until the systems fix was accomplished. Qwest indicated that they would still pursue the manual aspect if Allegiance were interested in this. Allegiance indicated that they didn’t want Qwest to duplicate efforts on a manual and systems fix. Allegiance asked if Qwest would look into modifying the spreadsheet they get from their Service Manager to include their internal Ticket Number. Qwest advised that they would open a Global Action Item to look at this and asked Allegiance to send an e-mail with a copy of the spreadsheet and details on what they would like included and at the September CMP meeting we would discuss the disposition of their CR.

08/21/02 August CMP Monthly Meeting Minutes

Qwest reviewed its draft response and advised that this CR would be reviewed in conjunction with other CRs related to trouble tickets, repair charges, etc. scheduled for August 27, 2002. The CLEC participants agreed to have this CR reviewed at that meeting. Qwest clarified that a manual process could be developed to request the CLEC trouble ticket, but it would be input into the remarks field that doesn’t have any sorting capability. Allegiance indicated that they currently receive a spreadsheet with the Qwest trouble ticket identified and asked if Qwest couldn’t put Allegiance’s ticket number on the spreadsheet. Qwest confirmed that the spreadsheet is created from a Web site and maintained by Nancy Tangeman.

07/17/02 - July CMP Meeting Minutes: Allegiance introduced their Change Request. Qwest stated the need is to create a process to capture the information Allegiance has requested. CR status is evaluation.

CLEC Change Request Clarification Meeting

July 2, 2002 9:00 a.m. (MT) Conference Call 877-564-8688 PC062602-3, Cross Reference CLEC Trouble Ticket number on Qwest Trouble Ticket Numbers

Attendees: Ric Martin, Qwest Lynn Stecklein, Qwest Craig Suellentrop, Qwest Alice Matthews, Qwest Terry Wicks, Allegiance

Introduction of Attendees Introductions of the participants on the Conference Call were made and the purpose of the call discussed

Review Requested (Description of) Change Terry indicated that this CR was different than the Systems CR that has to do with the CEMR update. Allegiance does not use CEMR and call in their trouble to the AMSC. Allegiance wants to be able to call tickets in, provide their internal number, have it cross referenced with Qwest’s number and to have their internal number show up on the bill. Terry indicated that they would like to see a process change that would require Qwest to get an Internal Ticket number from the CLEC before they open up a trouble ticket. Terry indicated that they intend to e-bond with MEDIACC in the future, which allows them to electronically report trouble without making a phone call. Craig confirmed that the trouble tickets called in are entered into WFA-C and Qwest would need to look into what the flow through systems are. Additionally Qwest will need to look into what is needed to have Allegiance’s ticket number appear on the bill. Terry indicated that no matter how we open up a ticket, the cross-reference to the CLEC Ticket on the bill is what matters. Terry will look into how e bonding to MEDIACC would be communicated and if there is a field currently that would allow this. He will look into whether a systems CR would be required for MEDIACC.

Confirm Areas & Products impacted It was confirmed that the area impacted was Billing and Maintenance & Repair. The product impacted is UBL.

Confirm Right Personnel Involved Qwest confirmed that Craig would remain the SME for now.

Identify/Confirm CLEC’s Expectation Terry confirmed that they were looking for: 1. A process to have the AMSC not open a trouble ticket without first getting a CLEC internal trouble ticket. 2. Determine best method to get CLEC trouble ticket number on the bill.

Identify any Dependent Systems Change Requests Systems CR SCR030702-1 has to do with CEMR update to include a field for CLEC Trouble Ticket. Systems CR SCR042902-01 has to do with getting the CLEC trouble ticket number onto the bill.

Establish Action Plan (Resolution Time Frame) The CR will have the collective CLEC clarification and SME input at the July CMP meeting.

CenturyLink Response

Terry Wicks LEC Manager Allegiance Telecom, Inc.

SUBJECT: Qwest’s Revised Change Request Response - CR PC062602-3 “Cross Reference CLEC Trouble Ticket number on Qwest Trouble Ticket numbers.”

This CR requests that “the CLECs internal trouble ticket number to be a required item to be provided to the Qwest Representative issuing the Qwest trouble ticket. This will allow for both the Qwest trouble ticket number and the CLECs internal trouble ticket number to be cross referenced to each other.” Allegiance would also like the CLEC’s trouble ticket number to appear on bills for maintenance and repair charges.

Because of the large number of Charge Requests related to Maintenance and Repair, a meeting was held on August 27, 2002 to discuss possible synergies between the various CRs. As a result of this meeting and further consultation with Allegiance on August 30, 2002, it was determined that the system CRs SCR030702-1 – CLEC Trouble Ticket Cross Reference and SCR042902-01 – Use CLEC Internal Repair Ticket number on CLEC bill to identify maintenance and repair charges would address the concerns raised by this CR relating to cross-referencing trouble ticket numbers and CLEC trouble ticket numbers appearing on the bill. Allegiance agreed that a separate manual process would not be required with the development of the system enhancements covered by these CRs.

Allegiance also raised an issue concerning a spreadsheet they receive from their Qwest Service Manager that contains all of the TOK and NTF tickets. Allegiance would like to see their trouble ticket number on this spreadsheet. Qwest and Allegiance agreed that this issue could be pursued as a Global Action Item and that Qwest will continue to investigate this issue.

Sincerely,

Craig Suellentrop Staff Advocate, Policy & Law Qwest

Cc: Mary Retka, Director-Legal Issues, Qwest Catherine R. Garcia, Senior Process Analyst, Qwest Alice Matthews, Senior Process Analyst, Qwest Dan Busetti, Lead IT Analyst, Qwest

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August 13, 2002

Terry Wicks LEC Manager Allegiance Telecom, Inc.

SUBJECT: Qwest’s Change Request Response - CR PC062602-3 “Cross Reference CLEC Trouble Ticket number on Qwest Trouble Ticket numbers.”

This CR requests that “the CLECs internal trouble ticket number to be a required item to be provided to the Qwest Representative issuing the Qwest trouble ticket. This will allow for both the Qwest trouble ticket number and the CLECs internal trouble ticket number to be cross referenced to each other.” Allegiance would also like the CLEC’s trouble ticket number to appear on bills for maintenance and repair charges.

The current repair process for Designed Services allows a CLEC to offer the CLEC trouble ticket number to the Qwest representative opening the Qwest trouble ticket. The CLEC trouble ticket number will be entered into a remark field. This field is not “searchable” and does not appear on CLEC bills. This option is not available for Non-Designed Services. Qwest would agree to a process change to ask all CLECs for their internal trouble ticket number, but without systems changes this would not address the majority of Allegiance’s concerns.

Open System CR’s SCR030702-1 – CLEC Trouble Ticket Cross Reference and SCR042902-01 – Use CLEC Internal Repair Ticket number on CLEC bill to identify maintenance and repair charges also would require a very similar process. A meeting will be scheduled for late August to discuss the similarities between these and some other CR’s involving maintenance and repair. Further clarification and direction for this CR will be determined after this meeting.

Sincerely,

Craig Suellentrop Staff Advocate, Policy & Law Qwest

Cc: Mary Retka, Director-Legal Issues, Qwest Catherine R. Garcia, Senior Process Analyst, Qwest Alice Matthews, Senior Process Analyst, Qwest