Wholesale: Products & Services

Open Product/Process CR PC070804-1 Detail

Description Of Change

Expected Deliverables: Qwest and CLEC will collaboratively develop a new process for ASR jeopardies that provides the CLEC consistent jeopardy information in a non-verbal communication mode.

Project Meetings

PC070804-1 Develop more efficient and effective process for ASR jeopardizes - CR Status changed to Closed. Per Kim Isaacs, Integra: CR can be closed with a note that this request was met when Qwest implemented the C/NR in QORA.

Kim Isaacs – Integra wondered if the CR should show Closed or show as crossed over to systems.

Susan Lorence – CenturyLink said she was going to investigate when this functionality was implemented and reference that CR and then show the CR as Completed.

Kim Isaacs – Integra agreed.

March CMP Meeting Minutes: Jill Martain - Qwest advised that this CR will move to Deferred Status as Qwest will work the 'initial jeopardy email' piece of this CR using PC022105-1. Bonnie Johnson - Eschelon advised that she issued the new CR as she wanted the CR titled to reflect accurately what Qwest is doing. Bonnie agreed to move forward with the piece that Qwest will implement and Bonnie advised that it is okay to move this CR to Deferred Status.

February CMP Meeting Minutes: Cindy Harlan - Qwest advised that Qwest held an ad hoc call on Monday February 14. The purpose of the call was to review Qwest's proposed process and obtain a decision from the CLEC community regarding whether to move forward or defer the CR. Bonnie agreed that she would provide a decision at the February CMP Meeting. Bonnie Johnson - Eschelon reported at the February CMP meeting that she took this back internally and would like to move forward implementing the email on initial facility jeopardy notifications. Bonnie advised that she is deciding how she wants to move forward with the CR. There was some discussion around either moving forward with the existing CR or deferring the existing one and creating a new one. Bonnie advised that she does not want to loose the work that has been done as the CLECs may want to revisit this, if something changes at Qwest as it may be possible to implement the rest of this CR at a later time. Cindy Harlan - Qwest advised we can work together to determine how to implement some of the work and defer the rest. Liz Balvin-Covad asked who would receive the email jeopardy. Jill advised an email address needs to be populated in the initiator field on the ASR and that is where the email jeopardy would be sent. Jill advised that Qwest has internal work that needs to be done to implement this. This CR will remain in Development Status.

PC070804-1 ASR Jeopardy Process Ad Hoc Call February 14, 2005

In attendance: Jeff Sonnier – Sprint Cindy Dahlstedt - Qwest Communications Bill Trefts – Time Warner Communications Bonnie Johnson – Eschelon Bob Eggert – SBC Rosyln Davis – MCI Kathy Oaken - Qwest Communications Doug Denny – Eschelon Phyllis Sunins - Qwest Communications Cindy Harlan - Qwest Communications

Cindy Harlan reviewed the history of the CR. This CR requested that a process similar to LSR jeopardy process be implemented for ASRs. Qwest reviewed the ASR jeopardy process and offered to provide a email jeopardy on initial facility jeopardy condition (pre-RID), on Post RID jeopardy condition, and to utilize the current CNR jeopardy process. Cindy explained that the CLECs mentioned a concern regarding ‘piece parting’ the process and causing inconsistencies, but would check with their organization and provide feedback during this ad hoc call.

Bonnie Johnson – Eschelon recapped her concern about the process being inconsistent and using different methods. Bonnie explained that Eschelon didn’t want to defer the CR without getting other CLEC input. Bonnie advised that the Qwest representatives (who work the process delay orders on ASRs) in Des Moines are experienced and changing the process may cause inconsistencies. Bonnie said if Qwest implements the email jeopardy on the initial facility jeopardy, Eschelon would like the CR functionality request that Qwest is unable to provide to stay in deferred status, as something may change in the future and allow Qwest to implement her request. Bonnie further explained that some type of system or process change, or center movement may occur that creates an opportunity for Qwest to look at this request again.

Bill Trefts – Time Warner expressed his desire to have Qwest implement the email jeopardy on the initial facility jeopardy condition. Bill advised he is the Escalations manager and when the Time Warner representative gets a voice message, the rep can be on vacation and Time Warner is not able to address the jeopardy. Phyllis Sunins – Qwest advised the CLECs would need to set up a ‘group email box’ that allows multiple people to access, otherwise, if the initiator is on vacation and no one is checking their email, the same problem would occur. Phyllis clarified that the Qwest representative would not call if no response was received via the email. The email initial jeopardy would have basic information on it as currently sent for LSR jeopardy notifications, e.g. Jeopardy Code & explanation. Next steps in the process are that Qwest would provide an FOC if a date became available, or call within 72 hours to provide additional jeopardy information.

Bonnie said it sounds as if the CLECs would like to consider implementing the email jeopardy on the initial facility jeopardy only. Bonnie advised Eschelon would prefer to have the full functionality that was requested on this CR, and if we implement the initial jeopardy, Eschelon would still like to have the request stay on the back burner, maybe put in defer status. Bonnie said that Qwest could implement the initial jeopardy with a new CR, and place this CR in deferred status. Cindy Harlan – Qwest agreed that we can determine the best way to handle the logistics of the CR.

Cindy Harlan – Qwest asked the other CLECs if they had additional input from their organizations. Jeff Sonnier – Sprint advised he does not have specific information from his organization as they use LSRs primarily, and he does not work on the ASR side. Phyllis advised that the Sprint Service Manager, Mark Tsypin worked with Sprint on the ASR side. Phyllis advised Jeff to contact Mark to discuss further.

Roslyn Davis – MCI advised using email is acceptable. Roslyn asked if Qwest would call if there is not a response to the email. Phyllis explained that the e-mailed jeopardy notification of a facility problem would be a 1 way communication . Phyllis advised that Qwest would not call to follow up on that the initial e-mailed facility jeopardy was received. The only initial facility notification would be the email jeopardy. The next step of the process is either the FOC or a phone call within 72 hours to provide more information. Phyllis advised the CLECs that they would need to set up a ‘group or community email box’ for this process to work effectively.

Bonnie advised she would like to take this back and discuss again. Bonnie advised she will provide status and a decision at the Feb. 16 CMP meeting. Phyllis advised if Qwest does move forward with the email initial jeopardy notice on facility conditions, Qwest has internal work that needs to be done. Bonnie advised okay and will provide an update at the February CMP meeting.

January CMP Meeting Minutes Cindy Harlan/Qwest advised that an ad hoc meeting was held on January 10th and Qwest proposed the following jeopardy process. The email jeopardy could be sent Pre-RID which would addresses the initial facility jeopardy, a Post-RID email jeopardy could be sent at due date, and continue utilizing the existing CNR jeopardy process. Cindy advised that during the January 10th ad-hoc call that Eschelon expressed that they wanted to receive the 72 hour jeopardy details via email. Qwest is unable to provide this jeopardy via email due to the manual efforts involved. As a result of the ad hoc call the CLECs agreed to take this back to their operations centers to see if the recommendation would work. Bonnie Johnson/Eschelon advised their view is that if we piece part the process it may do more harm than good. Right now, the process is consistent and experienced people are performing the process. If we piece part the process, each stage of the process would be handled differently and cause confusion and provide an opportunity to not be in compliance. Bonnie said Eschelon does not need another process to measure compliance on. Bonnie asked the other CLECs to take the issue to internal operations personnel and get feedback. Jill Martain/Qwest advised that we will then schedule another ad hoc meeting to review this with the CLEC Community. Bonnie suggested that we could possibly put the CR in Deferred Status. Bonnie said that if for example, Qwest were to shift work from the current centers and new people are doing the work we could reinstate the CR. Jill advised we can schedule an ad hoc meeting to get input for other CLEC operational organizations and then determine next steps or Deferring this CR. This CR will remain in Development Status.

PC070804-1 ASR Jeopardy Process Ad Hoc Meeting January 10, 2005

In attendance: Phyllis Sunins - Qwest Cindy Dahlstedt – Qwest Sharon Van Meter – ATT Jo McCleen – ATT Amanda Silva – VCI Bob Eggert – SBC Bonnie Johnson – Eschelon Jennifer Arnold – TDS Metro Roslyn Davis – MCI Cindy Harlan – Qwest Gary Pierce – DSAT

Cindy Harlan – Qwest reviewed the history of this CR and the purpose of the meeting. Cindy explained that the team has met several times. At the last meeting Qwest offered to implement an email jeopardy process for the initial jeopardy only. The CLECs requested for Qwest to go back and see if an email process for the entire life cycle of the jeopardy and for all jeopardy types is possible.

Phyllis reported that Wholesale has looked at the request and determined that we can provide notifications in 1 of 3 ways:

PRE-RID: Implement a process that addresses the initial facility jeopardy. POST-RID -Network has an existing process that addresses a jeopardy at due date. CNR - CNR jeopardy process is currently available and would not change.

Phyllis summarized that Qwest can offer a pre-RID email jeopardy that is sent to the email id in the initiator field on the ASR if populated. Cindy Dahlsteadt explained the PTA post RID jeopardy process. The CLEC would have to be set up to have PTA (provider test access). A test is done on PTD and the test results are emailed to the CLEC. The order is closed on the due date (5 days later). The jeopardy goes out on the due date, not PTD. This is for Qwest jeopardy, not CNR.

Sharon Van Meter – ATT asked if this is for all products types. Phyllis advised yes it would be for any product ordered via ASR. . Bonnie Johnson – Eschelon, said she was looking for something that resembled the LSR jeopardy process. Bonnie advised what she is looking for is the jeopardy that is sent within 72 hours, that has more detailed information, to be sent via email.

Phyllis advised that we have looked at the process and we are trying to make a process work with the resources that we have. We are not able to provide the 72 hour jeopardy via email as that increases the manual work. We did received objections from an IXC customer and we have to develop a process to meet their needs too.

Sharon Van Meter – ATT asked if it would help the manual effort if the process was just for local service first and then add the IXC customer later. Bonnie advised she needs this process for Private Line customers.

Bonnie advised they need to know the level of detail on the jeopardy so they know whether they should offer other alternatives to their customers. Bonnie said she will check with her operations centers and see if they can make Qwest’s recommendation work.

Phyllis also said that based on the feedback, Qwest does have internal work to do to accomplish the PRE-RID e-mail notification so we can’t implement the PRE-RID process until that is complete. We will leave the CR in development until the delivery date is determined.

Sharon Van Meter – ATT confirmed that the meeting notes will capture the summarized process so the CLECs can all check with their organizations and provide status back to Qwest.

Cindy Harlan – Qwest advised notes will be taken and posted to the web. Qwest will Look for status from the CLECs in the near future.

December CMP Meeting Minutes Cindy Macy – Qwest advised an ad hoc meeting is scheduled for January 10. We are reviewing this request internally and having discussions with our customers who order via an ASR to determine impacts. Liz Balvin – Covad asked if this CR is specific to Interconnect products and if it is could that information be put on the meeting notification. Jill Martain – Qwest advised that Eschelon did request for this process to apply to all products ordered via an ASR. Kim Isaacs asked Cindy Macy to verify that we did include PLT. Cindy advised yes PLT was specifically requested. Cindy advised that during the last ad hoc meeting Qwest presented an option and the CLEC community was not happy with that option and asked Qwest to expand the scope for it to cover all jeopardy types and the entire life cycle of the jeopardy. Qwest has been reviewing the request based on a process that supports all products. Jill advised that although Qwest is reviewing this process for all products that the specific products/process for this forum is specifically around Interconnect products. Qwest will review our findings at the ad hoc meeting in January. This CR will remain in Development Status.

11/17/04 November meeting minutes Phyllis Sunins – Qwest advised we held an ad hoc meeting on November 12. Phyllis reviewed the CR request and advised that Qwest proposed that we could send an email jeopardy on the initial jeopardy by responding to the email address that is populated in the initiator field on the ASR for jobs held for engineering. Phyllis advised issues were discussed regarding the email field and whether this should be required or not. (insert comment from Eschelon) AT&T expressed concern about making the E-Mail field mandatory (end comment). Some CLECs had concerns and they expressed if this was changed (insert) and that field was made a mandatory field that (end insert) it needs to be coordinated with an ASOG release. The CLECs would need to identify the impacts to their organizations as they would potentially need a separate email address to receive the jeopardy from Qwest. The request was made to extend the email jeopardy process to all jeopardy conditions, not just K jeps, and the entire life cycle of the jeopardy, not just the initial jeopardy. Qwest will review the request and another ad hoc meeting will be scheduled for a later date. This CR will remain in Development Status.

PC070804-1 ASR Jeopardy Process Ad Hoc Meeting November 12, 2004

In attendance: Liz Balvin – Covad Diane Friend – Time Warner Sharon VanMeter – ATT Stephanie Prull – Eschelon Tomas Soto = SBC Phyllis Sunins – Qwest Cindy Macy – Qwest Terri Lee – SBC Lori Nelson – Mid-Continent Comm Jeff Sonier – Sprint Lynn – ELI Bonnie Johnson – Eschelon Bonnie Marnie – TDS MetroComm

Cindy Macy – Qwest reviewed the CR and explained that Eschelon requested that Qwest provide email jeopardy notifications so the process is more consistent with the LSR jeopardy process and that the jeopardy information is documented.

Phyllis Sunins – Qwest reviewed the draft process that Qwest put together. Phyllis explained that the ASR process is not as mechanized as the LSR process. Phyllis explained with the new ASR process the notification would go to Interexchange and Wireless customers also. The key action that the CLEC needs to take is to populate the email address in the field on the ASR. Phyllis advised Qwest would create an email jeopardy notification that will be patterned after the information that is provided on the LSR jep. The format will be different as the LSR jep is generated by a system. The ASR jep would be generated manually and sent via email.

Bonnie Johnson – Eschelon thanked Qwest for including the other Interexchange products and customers in this process. Bonnie asked what information would be on the email? Would the same jep codes be used for ASRs as LSRs? Phyllis advised yes for UBL and Interexchange products. Phyllis advised that PCAT would be sent out for CLEC review as part of this CR.

Bonnie Johnson – Eschelon asked why is this just for the initial jeopardy? Phyllis advised in the LSR world we have the jeopardy process mechanized and the conditions are different between LSRs and ASRs. Phyllis explained there are several other variables and process changes that would have to be developed if we look at more than the initial jeopardy. For example the time frame for the CLECs to respond on an ASR jep would have to be determined. The process becomes much more manual as the systems are not mechanized and for Qwest to pull the information needed and create the manual jeopardy notification is more time consuming than making a phone call.

Phyllis advised she would like to start with the draft process that she proposed and look at improving it, if possible, at a later date. Qwest feels that we can send an email jeopardy notification on the initial jeopardy if there is an engineering job opened. This would be for K jeps only. Phyllis advised we would follow the same patter as LSRs as we will provide the initial jeopardy via email and then follow up 72 hours later to provide additional information. The second jeopardy that provides more information would be a phone call. Bonnie Johnson – Eschelon advised this is the situation that they need and want the information to be in writing. Phyllis advised there is not mechanization in place to do this.

Bonnie Johnson – Eschelon asked if Qwest could change the process to include only K jeopardy notifications but for the entire life cycle, not just for initial jeps. Phyllis advised this increases the cycle time for the SDCs. Phyllis asked if the second email would need to carry the initial jeopardy information? This would require a single mail location for all jeps to be sent from.

Bonnie asked what the time frame is today for a call back from CLECs on phone call jeps? Phyllis advised Qwest has an open but reasonable time frame. Phyllis advised the work goes back and forth between Qwest and the CLECs for approximately 10-20% of the K jeps, so it becomes an interactive process. Bonnie advised the CLECs prefer the entire flow be done via email.

Phyllis explained the additional work will impact the SDCs. Bonnie asked how it would impact the SDCs. Phyllis explained that today they place a phone call and can resolve the issue verbally. Tomorrow we will have to manually check each ASR to determine how to handle it (phone call or email) and gather data to populate the email template.

Diane Friend – Time Warner asked if Qwest required the email field to be populated. Phyllis advised no, that OBF says it is optional. Phyllis advised approximately 80% is populated today. Diane said that Qwest could make it a required field, but they would have to notify all of their operating partners and it would have to be implemented with an ASOG upgrade. ATT expressed their concern if Qwest tries to make it required, as they would have to make programming changes. Qwest is also concerned that if the emails are not monitored it could increase calls into the centers.

Phyllis advised this process would impact the CLECs operating centers also as they would need to make sure they had a designated email address that could be used, or each representative would have to have their own email addresses, and if they were gone the jep would not be worked.

Bonnie asked if we could look at the process and see if we could extend it to the entire jeopardy life cycle for either all jeps or just K jeps.

Cindy Macy – Qwest advised that Qwest looked at the process and determined that we could provide an email jep on initial K jeps only. The process has many variables and became very manual if we provided email jeps on anything else. Phyllis agreed that we can review the request and see if there is anything that we can do.

Phyllis agreed our next steps are to look at the ASR email field (optional or required) and to check the feasibility of sending additional jep notifications via email. We will have to look at the impacts to our centers. Qwest will do further investigation and have another ad hoc meeting.

The CLECs need to determine the impact to their operations also, as this change will impact their centers also.

10/20/04 CMP Meeting Minutes Cindy Macy – Qwest advised that this process is under development. We are planning on holding an ad hoc meeting to review the draft process in early November. Bonnie Johnson – Eschelon asked if we are able to include Private Line Services in the process. Jill Martain – Qwest advised that we are including this product in the review. It is too soon to tell if it will be accepted but we are looking at the process for all products. This CR will remain in Development Status.

9/15/04 CMP Meeting Minutes Cindy Macy – Qwest reviewed the CR request and advised that Qwest is accepting this CR. Qwest is developing a draft ASR Jeopardy process that will focus on Interconnect products ordered via the ASR. Bonnie Johnson – Eschelon commented that the response states that Qwest is focusing on Interconnect products. Bonnie advised that the CLEC Community needs this process to handle additional products ordered via the ASR process, in particular PLT services. Jill Martain – Qwest advised that our focus is on Local Interconnect products as that is what CMP addresses, but Qwest will review the other products and determine what makes the most sense. Bonnie asked what other forum is available for the CLECs to use to address the other products. Jill advised that we will have that discussion if the decision is to not include additional products but for now we will continue working on the draft process. Cindy Macy advised that ad hoc meetings will be set up to review the draft process. This CR will remain in Development Status.

8/16/04 CMP Meeting Mintues Bonnie Johnson – Eschelon presented this CR. Bonnie explained that Eschelon previously submitted a systems CR that Qwest denied for economic reasons. Eschelon understands that this process can not be fully mechanized, but would like an electronic notification that is similar to LSRs. The current ASR jeopardy process is done via voice mail. This doesn’t provide any consistency or tracking. The Clarification Call was held and Eschelon did request the PLT product to be included in this process. Eschelon wants PLT included, especially with Qwest’s TRO position on Unbundled Loop. This CR will move to Presented Status.

PC070804-1 Develop more efficient and effective process for ASR jeopardies Clarification Call July 20, 2004 12:00 1:00

In attendance: Phyllis Sunnis Qwest Liz Balvin MCI Kim Isaacs Eschelon Stephanie Prull Eschelon Connie Nelson US Link Paul M Johnson Qwest Cindy Macy Qwest

Cindy began the call and introduced the attendees. Cindy reviewed the agenda and asked Bonnie Johnson Eschelon to review the CR with the team.

Bonnie Johnson Eschelon advised that she submitted a systems CR asking for mechanized jeopardy for QORA and requested an interim manual process until the system work could be done. The system CR was denied for economically not feasible reasons. Qwest also stated there were issues as this process affects Interexchange customers. Bonnie advised Qwest that if this impacts Interexchange customer they should be included, as she is okay with them attending the meetings. Bonnie was advised to issue a Product Process CR. Additional conversation occurred with Qwest stating that the CMP process is for CLEC customers, not Interexchange customers, so the analysis that is done is based on impacts to Interconnection processes and customers. We do not utilize the CMP process to implement process for Interexchange customers. We only use the CMP process for Interconnection. Qwest also stated that if the process works for Interexchange than it may be implemented, but that would be handled outside of CMP.

Bonnie continued to review the CR with the team. Bonnie explained that the voice mail process for ASR jeopardies leaves room for problems, lack of communication, and no documentation. Bonnie would like to work with Qwest to develop a more efficient and effective process. Bonnie would like for Qwest to look at an alternative such as email. The process that is used for ‘Notification after completion’ may work as a model as it was developed manually first. The voice mail process does not always work as we have a group that manages jeopardies and if we can’t auto forward information to this group it causes delays. Bonnie advised they would like consistency to the LSR side; such as a standard form, standard jeopardy codes. When a jeopardy code is used, it means the same thing whether it is an ASR or an LSR. Eschelon would like an alternative to voice mail.

Liz Balvin MCI advised that it is appropriate to work together to get the process cleaner and to use appropriate jep codes and reasons. This will benefit everyone.

Bonnie stressed that Eschelon has no objection to including IXC and Wireless customers if we need an open forum. Bonnie said that their main focus is LSRs, but with TRO, if Qwest gets their wish, DS1 capable loops go away and Special Access will increase, thus increasing ASR activity.

Phyllis Sunnis Qwest advised that based on past history on the LSR side we have made improvements in this area. We will have ad hoc meetings to discuss this process and work to make it more consistent and efficient. Phyllis advised that for CMP purposes we focus on Interconnect products so we can meet the CLEC needs. We do not want to impede the CMP process with additional players. We want to address the CLEC concerns first. This does not preclude the process from being implemented for additional ASR products, but that will not be included in the CMP process for this CR.

Liz Balvin MCI asked if we have different personnel that handle ASR and LSRs. Phyllis advised it depends on the function, such as ordering, provisioning and billing. Liz stated that wouldn’t Qwest want a standard process for personnel to follow. Phyllis advised that the CMP process is for CLEC needs. Qwest may choose to implement a process for both LSR and ASR products but the focus with this CR is for Interconnect products handled via an ASR. These products include LIS, UDIT, UDF, 911/PS ALI.

Cindy Macy Qwest recapped that CMP is for Interconnection products and certain Interconnection products are handled via an ASR.

Bonnie asked if Private Line was included. Phyllis advised it does not include Private Line that is ordered out of FCC #1 tariff. Bonnie asked how could that product be included. Phyllis advised she will have to check further. Bonnie advised the DS1 capable loop is the CLEC comparable to the Private Line for Retail.

Cindy advised that Qwest will begin to work on this CR. This CR will be presented by Eschelon at the August CMP meeting.

CenturyLink Response

RESPONSE For Review by the CLEC Community and Discussion at the September 16, 2004 CMP Meeting

Bonnie Johnson Eschelon

SUBJECT: Qwest’s Change Request Response - PC070804-1 “ASR Jeopardy Process”

Eschelon is requesting Qwest to develop a more efficient and effective process for ASR jeopardizes. Eschelon would like a process that provides consistency and tracking

Qwest accepts this CR and is in the process of developing an ASR Jeopardy Process that focus’ on the Interconnect products ordered using the ASR process. Qwest will schedule ad hoc meetings to review the draft process with the CLEC Community. This CR will move to Development Status.

Sincerely,

Phyllis Sunins Process Specialist