CenturyLink | Wholesale | General & Contact Information

Open Product/Process CR PC070816-1X Detail

Description Of Change

Project Meetings

CenturyLink Response

Originator: Roberson, Laurie

Originator Company Name: Integra

Owner: Cederberg , Annmarie

Director:

CR PM: Lorence, Susan

Integra requests CenturyLink add Report functionality to the CLEC Badge Access Request website. The reporting function would allow CLECs to generate reports that provide the CLEC with the ability to view badge holders access level by CenturyLink central office or card reader.

Currently, CLECs request this report from their service manager. Based on the amount of time it takes CenturyLink to fulfill a report request, Integra believes it would be more efficient if CLECs have the ability to generate their own reports. Providing the CLECs the ability to efficiently inventory their access badges may lower the number of duplicate badge requests and issues surrounding badge access which should result in efficiency gains for both CenturyLink and the CLECs.

Expected Deliverables/Proposed Implementation Date (if applicable): The ability to generate ad hoc reports that would show an inventory of badge holders current access by central office or card reader.

Date	Action	Description
8/10/2016	Related Change Request	CR originated as a System CR. See SCR070816-1X for more history.
8/12/2016	Draft Response Issued	REVISED Draft Response issued to Integra for review.
8/11/2016	Draft Response Issued	Draft Response issued to Integra for review.
8/17/2016	Discussed at Monthly CMP Meeting	Discussed in the August ProdProc CMP Meeting - See Attachment C in the Distribution Package.
9/1/2016	Status Changed	Status changed to Development.
9/16/2016	Draft Response Issued	Updated response sent to propose a three month Process trial be conducted.
10/1/2016	Status Changed	Status changed to Evaluation.
9/21/2016	Discussed at Monthly CMP Meeting	Discussed in the September ProdProc CMP Meeting - See Attachment C in the Distribution Package.
9/26/2016	Communicator Issued	See notification number PROS.MISC.09.26.16.F.14945.ProcTrial_ColloBadgeRept. Announcement of three month Process trial starting October 1, 2016 through December 31, 2016.
10/19/2016	Discussed at Monthly CMP Meeting	Discussed in the October Prod/Proc CMP Meeting - See Attachment C in the Distribution Package.
11/16/2016	Discussed at Monthly CMP Meeting	Discussed in the November Product/Process CMP Meeting - See Attachment C in the Distribution Package.
12/14/2016	Discussed at Monthly CMP Meeting	Discussed in the December Product/Process CMP Meeting - See Attachment C in the Distribution Package.
1/6/2017	Status Changed	Status changed to Development.
1/9/2017	Communicator Issued	See notification number PROS.COLL.01.09.17.F.14878.Collo_Premise_Acc_Ovr_V13.
1/18/2017	Discussed at Monthly CMP Meeting	Discussed in the January Product/Process CMP Meeting - See Attachment C in the Distribution Package.
2/10/2017	Status Changed	Status changed to CLEC Test.
1/26/2017	Communicator Issued	See notification number PROS.COLL.01.26.17.F.15287.Fnl_Collo_Prem_Acc_Ov_V13.
2/15/2017	Status Changed	Status changed to Completed.
2/15/2017	Discussed at Monthly CMP Meeting	Discussed in the February Product/Process CMP Meeting - See Attachment C in the Distribution Package.

2/15/17 Product/Process CMP Meeting Mark Coyne – CenturyLink recapped some history for this CR. It was submitted as a System CR but was crossed over to Product Process in August 2016. CenturyLink proposed a three month Process Trial that ended on December 31, 2016. Following the trial, the CenturyLink Security team evaluated the results. CenturyLink submitted a level 4 process notification on January 9, 2017 to have customers directly email the CenturyLink Security team mailbox to request a Badge Access Report. The Final notice was sent on January 26, 2017. The CR has been in CLEC Test since the effective date of February 10, 2017. Mark said we would like to move this CR to a COMPLETED status and asked if there were any objections. There were none.

1/18/17 Product/Process CMP Meeting Mark Coyne – CenturyLink said the three month Process Trial ended on December 31, 2016. The CenturyLink Security team evaluated the results and determined they would move forward with the change in process to have customers directly email the CenturyLink Security team mailbox to request a CLEC Badge Access Report. The intent is that the Badge Access Report will be provided within 3 business days. Mark said a level 4 process notification was distributed January 9, 2017 with a planned effective date of February 10, 2017. Mark asked if there were any questions. There were none.

12/14/16 Product/Process CMP Meeting Mark Coyne – CenturyLink said this ELI CR is in the last month of a Process trial. So far there have not been problems filling the CLEC Badge Access Report requests within the three business day window. After the trial ends on December 31, the CenturyLink Security team will evaluate the results. Based on their evaluation of the volume of requests and the timing of the report turn-around, it is likely a Level 3 change in process notification will be sent after the first of the year. Mark asked if there were any questions. There were none.

11/16/16 Product/Process CMP Meeting COVERED UNDER ATTACHMENT C Mark Coyne – CenturyLink said this ELI CR is in the middle of a three month Process trial to have customers directly email the CenturyLink Security team mailbox to request the CLEC Badge Access Report. The trial is to determine volume of requests and the timing of the report turn-around by the CenturyLink Security team. Mark said in talking with Mark Rice, CenturyLink, there has been no problem so far filling the report requests in the three business day timeline. Mark said following the end of the trial on December 31, 2016, CenturyLink will evaluate the results. If CenturyLink determines a change should be implemented, the appropriate level of CMP notification will be sent to formalize the process. Mark asked if there were any questions. There were none.

10/19/16 Product/Process CMP Meeting COVERED UNDER ATTACHMENT C Mark Coyne – CenturyLink said this is one of the ELI Crossover CRs. In the September CMP meeting, we reviewed the updated CenturyLink response that stated that CenturyLink would be initiating a three month Process trial to determine how many customer requests would be received each month for the badge holder report and whether the proposed turnaround time of three business days is valid for the Security team to fulfill the report request. A copy of the Process notification that was sent on September 26, 2016 to announce the trial is included in the package. The trial is scheduled from October 1, 2016 through December 31, 2016. Mark said that at the completion of the Process Trial, CenturyLink will evaluate the results to determine if a change to the current process is appropriate. If so, CenturyLink will implement the change through the appropriate level of CMP notification to formalize the process updates available to all customers.

Kim Isaacs - Electric Lightwave said they had submitted a Walk On request regarding the Process Trial and asked if it should be discussed with this CR.

Mark Coyne – CenturyLink said yes. He said the Walk on request was received on October 18, 2016 and that it was posted to the Wholesale calendar. He then read in part the ELI Walk on: The notice does not state what information is required to request the badge report and we would like clarification on that.

Kim Isaacs - Electric Lightwave said ELI had trialed the report request process. The request took CenturyLink longer than the planned three business days to fulfill but there was no word why. Kim asked if it would make the report process more efficient if the customer included their RSID and/or ACNAs when the report request is made. She said a Service Manager is closer to the customer’s account than the CenturyLink Security team and asked if including a little more information might be helpful. Kim said it might work better if CenturyLink does not have to assume what the customer wants and can pull the correct report right away.

Mark Rice – CenturyLink said the ELI report request was sent correctly. He said previously, the CenturyLink Security team had a process established to send a report to Integra at the first of each month so when the ELI request came in to the mailbox, he thought the report had already been delivered. Mark said the problem occurred within the Security team and that he sent the requested ELI report on October 18. The report normally includes all entities for a customer. Mark said if a customer was requesting a “traffic report” or an “access report” for a specific person or time period, that was a different type request. Kim Isaacs - Electric Lightwave said since the trial was open to all customers, was there a standard request that should be used.

Mark Rice – CenturyLink said the Security team has a standard format for the Badge Card Holder report and that is the only information that can be provided from CenturyLink. Mark said he takes the responsibility that the ELI requested report was not delivered within the planned time period of three business days.

Susan Lorence – CenturyLink asked if it was appropriate as Kim had suggested for customers to provide the ACNAs or RSID to the CenturyLink Security team on the email request.

Mark Rice – CenturyLink said that he had all of the information he needed to create the report.

Kim Isaacs - Electric Lightwave said the process could be changed in the future if CenturyLink determines that more information is needed.

Mark Coyne – CenturyLink once the trial is complete, CenturyLink will assess the results and can make an additional change then if appropriate. Mark asked if there were any more questions. There were none.

COVERED UNDER ATTACHMENT F Mark Coyne – CenturyLink said we had already discussed the Walk on from Electric Lightwave under Attachment C with CLEC CR PC070816-1X - Add reporting functionality to the CLEC Badge Access Request Web site. [see Walk on received on 10-18-16 that is posted separately to CMP calendar entry.]

9/21/16 Product/Process CMP Meeting Mark Coyne – CenturyLink said this is one of the ELI Crossover CRs. A Draft response was reviewed last month that stated the CenturyLink SME team needed additional time to consider the broader revisions associated with the proposed process change. Mark then reviewed the revised response (included in the CMP package) that had the following key points:

• The CenturyLink SME team is proposing that a process trial be conducted between October 1, 2016 and December 31, 2016. • The process trial would track the number of customer requests received each month and determine if the turn-around time of three business days to return the report to the customer is valid.

Mark said CenturyLink will send a notification to all CLEC and Reseller customers to inform them of the Security team mailbox and the availability of the trial within CenturyLink QC. At the end of the Process trial, CenturyLink will evaluate the results and will then send the appropriate CMP notification to formalize the process updates available to customers.

Kim Isaacs - Electric Lightwave asked if the evaluation would possibly include crossing the CR back to systems to add the requested reporting functionality.

Mark Coyne – CenturyLink said that adding a report that customers could request directly was not possible. The Trial was to confirm the volume and timing for the Security team.

Kim Isaacs - Electric Lightwave asked if it was to confirm the CenturyLink Security team can keep up with the three business day turn around for report requests from the customer.

Mark Coyne – CenturyLink said correct and asked if there were any other questions. There were none.

8/17/16 Product/Process CMP Meeting Mark Coyne – CenturyLink said this is a Crossover CR from the Systems side. The Systems CR SCR070816-1X was presented last month by Kim Isaacs – Electric Lightwave. The CR is associated with the CLEC Badge Access Request process. A clarification call was held on July 18, 2016 and based on discussion during the Clarification call, it was agreed that the CR would crossover to Product Process for a change in process. Mark said that CenturyLink had sent a Draft response on August 11, 2016 (8-26-16 Updates received from Electric Lightwave in CAPS) WITH A PROPOSED EFFECTIVE DATE but after additional discussion with the SME team, a revised draft response had been sent on August 12, 2016. He then reviewed the Draft response which stated that additional time was needed by the SME team to consider the broader revisions to the current process. CenturyLink will continue to evaluate this CR. He said until CenturyLink has a proposed effective date, CenturyLink will continue business as usual.

Kim Isaacs - Electric Lightwave asked if the CR would be in Evaluation status.

Mark Coyne – CenturyLink said the CR has been Accepted.

Susan Lorence - CenturyLink said the CR is in a status of Cross over for the first month and then CenturyLink will move it to Evaluation status.

Kim Isaacs - Electric Lightwave confirmed the existing process would remain in place while the CR is being evaluated.

Mark Coyne – CenturyLink said yes.

Title: Add reporting functionality to the CLEC Badge Access Request Web site (See Crossover CR SCR070816 1X)

CR Number

Current Status
Date

Area Impacted

Products Impacted

PC070816-1X

Completed
2/15/2017

Collocation Access premise process

September 16, 2016

Kim Isaacs, Electric Light Wave Laurie Roberson, Electric Light Wave

SUBJECT: Change Request PC070816-1X, CenturyLink Updated Response for Review

This letter includes an updated response to Electric Light Wave/Integra’s Crossover Change Request PC070816-1X, entitled “Add reporting functionality to the CLEC Badge Access Request Web site”.

CR Description: Integra requests CenturyLink add Report functionality to the CLEC Badge Access Request website. The reporting function would allow CLECs to generate reports that provide the CLEC with the ability to view badge holders access level by CenturyLink central office or card reader. Currently, CLECs request this report from their service manager. Based on the amount of time it takes CenturyLink to fulfill a report request, Integra believes it would be more efficient if CLECs have the ability to generate their own reports. Providing the CLECs the ability to efficiently inventory their access badges may lower the number of duplicate badge requests and issues surrounding badge access which should result in efficiency gains for both CenturyLink and the CLECs.

Updated CenturyLink Response: During the August CMP monthly meeting, CenturyLink reviewed the revised Draft response sent on August 12, 2016 which stated that the Change Request would be crossed over to Product Process. The revised CR response also stated that the SME team needed additional time to consider the broader revisions required before implementing the proposed process to have customers send their request for a report directly to the CenturyLink Security team mailbox.

After further consideration, the CenturyLink SME team is proposing that a process trial be conducted between October 1, 2016 and December 31, 2016. The trial would determine the number of customer requests for the badge holder report that are received each month in the CenturyLink Security team mailbox. The Security team would also determine if the requested turnaround time of three business days to fulfill the report request is valid.

CenturyLink will send notification of the Process trial to all CLEC and Reseller customers in CenturyLink QC. At the completion of the Process trial, CenturyLink will evaluate the results to determine if a change to the current process is appropriate. If so, CenturyLink will implement the change through the appropriate level of CMP notification to formalize the process updates available to all customers.

Please let us know if you have any questions about this proposed process trial. Sincerely, Susan Lorence CenturyLink Wholesale CR Project Manager

* August 12, 2016

Kim Isaacs, Integra Laurie Roberson, Integra

SUBJECT: Integra System Change Request SCR070816-1X, CenturyLink Response for Review REVISED

This letter is in response to Integra System Change Request SCR070816-1, entitled “Add reporting functionality to the CLEC Badge Access Request Web site”.

History and CenturyLink Response: This System CR was received on July 8, 2016 and was presented as a walk-on in the July 2016 Monthly Systems CMP meeting. A Clarification call was held on July 18, 2106 with Integra and CenturyLink representatives present. During the Clarification call, there was agreement to cross the CR over to a Product Process CR, PC070816-1X, to implement a process change. The CenturyLink Security team will provide a direct email address for customers to request the report versus continuing to request the report through their Service Manager. The report will be returned to customers within three business days. The data on the report will include badge id, first and last name, company, access level and card reader as it does currently.

This CR will be reviewed as a Crossover CR during the August 2016 Product Process CMP meeting. Following further discussion on August 12, 2016 with the CenturyLink SME team, additional time is needed to consider the broader revisions to the current process. CenturyLink will continue to evaluate this CR and does not yet have a proposed effective date.

Sincerely,

Susan Lorence CenturyLink Wholesale CR Project Manager

August 11, 2016

Kim Isaacs, Integra Laurie Roberson, Integra

SUBJECT: Integra System Change Request SCR070816-1X, CenturyLink Response for Review