Open Product/Process CR PC073101-2 Detail |
| Title: Written process for handling and disputing Customer Not Ready orders; written notification of completion | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
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| PC073101-2 |
Completed 12/12/2001 |
Ordering | Unbundled Loop, Other | |||
| Originator: Stichter, Kathy |
| Originator Company Name: Eschelon |
| Owner: Whisenant, Jeanne |
| Director: |
| CR PM: |
Description Of Change |
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Qwest had provided inconsistent information about its processes for Customer Not Ready (CNR) situations and how to dispute a determination by Qwest that customer was not ready. Eschelon asks Qwest to provide a written policy on CNR situations and a written process for resolving disputes. First, with respect to Qwest’s policy, Qwest should state its policy and specifically whether its policy is to reject an LSR and cancel an order within a specified time and, if so, the basis for that policy. Second, with respect to disputes, Qwest should state the process for disputing a determination that the customer was not ready when the customer was ready (e.g., the loop was in fact installed and accepted). In the past, when Eschelon has called 1-888-796-9087 to dispute a CNR letter (such as when the order completed and all loops were accepted), Qwest reps at that number did not know how to handle Eschelon’s request. Eschelon has also tried calling the Qwest tester to request closure of the order. Verbal closure has not been consistent or met our needs. For example, the tester may complete all but one order on a PON. When the one remaining order is not completed, the entire PON is rejected instead of only the one order. This, in effect, takes down the circuits for the customer, even though those circuits may have been working on the CLEC network as long as 6 weeks. Qwest should notify CLECs of completion of the orders when CLEC accepts the loop.
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| Date | Action | Description |
| 7/30/2001 | CR received by Kathy Stichter | |
| 7/31/2001 | Status changed to New – To be Reviewed | |
| 8/6/2001 | CR discussed by the internal Qwest CR review team and owner designated | |
| 8/9/2001 | CR status will be given at the August CICMP Meeting | |
| 8/10/2001 | Clarification Meeting Held | |
| 8/29/2001 | Sent Draft Response to Eschelon | |
| 9/12/2001 | Eschelon commented on Qwest's draft response - "Qwest is not waiting five days for us clear up any issues, or supp the orders. They issue these CNR letters normally the day following the original cut which is why we receive so many. If they did allow the actual five day interval, are sup versions would clear these so CNR's are not generated. This is the process that has been explained, and in theory would work great if followed as outlined below". Qwest has schedule a walk-through for Friday 9/14. | |
| 9/19/2001 | CMP Meeting - Qwest reviewed its draft response and advised that a walk through meeting was scheduled for 09/24/01. It was agreed that Qwest should proceed with the meeting. | |
| 9/24/2001 | Walk Through meeting held with CLEC Community | |
| 9/27/2001 | Qwest's draft response issued to CLEC Community. | |
| 10/17/2001 | CMP Meeting: Qwest to issue formal response. CLEC community agreed to change "Current Status" to CLEC Test. | |
| 10/19/2001 | Qwest Final Response issued to CLEC Community and posted to dBase. | |
| 11/14/2001 | CMP Meeting - Eschelon provided examples to Qwest's Service Manager of receiving CNR after they had issued SUP and received a FOC. Account Team is following up. | |
| 12/12/2001 | CMP Meeting - CLEC Community agreed to change "Current Status" to "Completed." Qwest service manger (Patrica Levene) followed up with Eschelon regarding CNR examples. |
Project Meetings |
| September 24, 2001 Alignment/Clarification Meeting Ric Martin, Qwest Vivian Vigil, Qwest Kathleen Stichter, Eschelon Tina Schiller, Eschelon Donna Osborne-Miller, AT&T Peter Wirth, Qwest Introduction Introductions of the participants on the Conference Call were made. Qwest advised that the purpose of the meeting was to review Qwest’s response, Eschelon’s e-mail comments and address any questions from the other CLEC. Review of Eschelon’s Comments Eschelon advised that the Tester was not contacting them and they were encountering problems with person’s handling their Sup and still receiving the cancellation notice. Communications - Qwest explained that the tester doesn’t always contact the customer and that the actual dealing with the customer would come from the issuance of a notification from the Center. AT&T addressed that Qwest’s items 3 & 4 in the process should be rewritten to reflect the actual practice and that communications would occur within 5 days. Qwest will revise the language. Eschelon explained that when an order is put into a jeop status, the Tester will put the order as CNR and Eschelon would not be aware of this until they receive the cancellation notice. Qwest advised that the tester is responsible for noting our records the reason the customer has asked the order to status with a pending customer reasons. The tester should include in notes the name of the contact at Eschelon we took the jeop status form . Eschelon is to try to provide some examples. Eschelon also explained that a held order, or other delayed orders ,would be released and a new due date was established and not communicated to Eschelon. As a result of not receiving the communication, they would not be aware or prepared for the order causing the order to be status with a customer jeop. Eschelon was to track and provide examples. Qwest reviewed the CNR dispute process and everybody understood and was satisfied with this process. All parties agreed that with the revised language to items 3 & 4, the process would meet their requirements when followed. Establish Action Plan (Resolution Time Frame) Qwest will issue revised draft response by 9/28. Eschelon will track and provide the example of any discrepancies to the process.
08/10/01 - Clarification Meeting Attendees: Ric Martin Qwest Vivian Vigil Qwest Kathy Stichter Eschelon Tina Scheller Eschelon Description of the change was reviewed. Eschelon advised that the CR identified two issues. They were looking for a written policy describing the process for handling Customer Not Ready (CNR) and confirmation on Acceptance Test of an Order. Qwest advised that there was a previous Release Notice, RN5467145, Qwest Position Statement On Build Requirements for Unbundled Loops. Vivian e-mailed a copy to the participants. Vivian further explained the steps that occur internally within Qwest. These steps are: 1) If an order goes C01 for Customer reasons on the due date, (whether it be no test access, end user doesn't want or just CLEC not ready to accept) the order will be jeop’d C01, C02 or C03. 2) If there are orders that involve re-use of facilities, the tester will call the typist to push dates out to avoid an out of service condition. 3) The Qwest tester normally is actively working with the CLEC to resolve the customer issue within the first 5 days. Testers will work to resolve the acceptance issues. 4) On the 5th business day a Jeopardy notice will be sent to the designated contact provided by the CLEC and a CNR 30-day letter/notice. (This is 30 business days) 5) The PON detail and CNR reason are populated on the weekly spreadsheet as well as the cancel date. 6) The delayed CNR orders are reviewed weekly to determine if a sup or interaction with the tester indicate that the CNR issue has been resolved or resolution is in process. If the CNR order issue has been resolved, the order is removed from the spreadsheet. 7) Approximately 2 weeks later, a second notice is sent. The order continues to appear on the weekly spreadsheet sent to the CLEC. Two days prior to the cancellation date, a final notice will be sent to the Qwest Sr. Mgr. advising that the order in question will be canceled if immediate response/acceptance is not received. 8) The CNR order must be resolved within the 30-business day window as outlined in the CNR letter. Due date sup requests for a period greater than 30 business days, will not be accepted. 9) The CLEC can call direct to the tester and clear any outstanding pending acceptance issues or send a sup for a date they want to deliver the loop. The tester may arrange for a different date or time if the request is more involved and the tester cannot handle the acceptance issue at that time. CNR disputes 1) If the CLEC has sent in a sup for a new due date or has accepted the loop, and the order continues to appear on the spreadsheet, the CLEC should call the call center at 1 –888-796-9087 and ask to be warm transferred to the Delayed order group to work the CNR issue. The call center will issue a ticket and transfer the CLEC to the Cheyenne Delayed Order Group. 2) The Delayed order tracking representative will work with the CLEC to determine what action needs to take place to insure the updated status of the order is identified. 3) The Team leads in the Testing groups have committed to working with the CLEC direct on acceptance issues to insure that the order is completed in all internal systems thus eliminating the CNR status and negating a cancel situation on the order. Confirm Areas & Products Impacted CR identified that Unbundled Loop and other products affected by CNR issues were impacted Confirm Right Personnel Involved Eschelon’s personnel were correct. Qwest’s person is actively involved and was representing the Process Lead for this process. Qwest’s account teams has been working with Eschelon prior to this CICMP request and have made strides in educating Eschelon and establishing the revised process we now follow. Identify/Confirm CLEC’s Expectation Eschelon advised that the response presented by Vivian provided the details they were seeking in the CR. Qwest will review with the Process Lead to determine if the Release Notice should be updated. Qwest committed that any order that they have called in as accepted and we still show open in WFAC will be referred to a coach in the testing centers. Eschelon will call the call center for assistance on CNR issues, and if the call center cannot resolve the issue, the call center will be aware to warm transfer to Cheyenne Delayed order group. The CICMP document stated that when they had called the call center, the call center did not know how to handle the call. Cheyenne will continue to note CRM the day we removed the completed order from the spreadsheet (if the order completes in between spreadsheet dates) so that the call center can advise of this type of status, call the tester to check on the status or transfer the call. Eschelon addressed an issue where 3 orders on a PON, two were complete and not on the spreadsheet, all were canceled when the 1 order wasn’t completed. This was on PON MN102918JCP. Vivian would look into this and advise Tina at 612-436-6401. Eschelon addressed another issue that Qwest will clarify: When orders are RRSO, how far out are the dates pushed when the call handler is called? Qwest advised that it was the understanding that it was 60 days. Qwest to advise where this is documented in the tester process and the typist process. Eschelon is understanding the push out is 30 days, Qwest explained the time frame is internal to Qwest, and they should still send a sup if they want a new date or call the tester as explained above and not use this date, as their next delivery date. Identify any Dependent Systems Change Requests There is no corresponding System CR Establish Action Plan (Resolution Time Frame) Qwest will respond to the CR by the end of August.
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CenturyLink Response |
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October 19, 2001 FINAL RESPONSE This letter is in response to the following Change Request Form No. PCCR073101-2, dated July 30,2001. ? Written Process for handling and disputing Customer Not Ready Orders ? Response: A meeting was held by the Cheyenne Center Manager, Vivian Vigil, on August 10, 2001. Vivian discuss the Customer Not Ready Process and confirmation on Acceptance Test of an order. Vivian further explained the steps that occur internally within Qwest. These steps are: 1) If an order goes C01 for Customer reasons on the due date, (whether it be no test access, end user doesn't want or just CLEC not ready to accept) the order will be jeop’d C01, C02 or C03. 2) If there are orders that involve re-use of facilities, the tester will call the typist to push dates out to avoid an out of service condition. 3) The Qwest tester will jeop the order for customer reasons and wait for a sup for a new due date. 4) A Jeopardy notice and the CNR letter requesting a sup for a new due date within the 30 business day window is sent within 5 business days. 5) The PON detail and CNR reason are populated on the weekly spreadsheet as well as the cancel date. 6) The delayed CNR orders are reviewed weekly to determine if a sup or interaction with the tester indicate that the CNR issue has been resolved or resolution is in process. If the CNR order issue has been resolved, the order is removed from the spreadsheet. 7) Approximately 2 weeks later, a second notice is sent. The order continues to appear on the weekly spreadsheet sent to the CLEC. Two days prior to the cancellation date, a final notice will be sent to the Qwest Sr. Mgr. advising that the order in question will be canceled if immediate response/acceptance is not received. 8) The CNR order must be resolved within the 30-business day window as outlined in the CNR letter. Due date sup requests for a period greater than 30 business days, will not be accepted. CNR disputes 1) If the CLEC has sent in a sup for a new due date or has accepted the loop, and the order continues to appear on the spreadsheet, the CLEC should call the call center at 1 –888-796-9087 and ask to be warm transferred to the Delayed order group to work the CNR issue. The call center will issue a ticket and transfer the CLEC to the Cheyenne Delayed Order Group. 2) The Delayed order tracking representative will work with the CLEC to determine what action needs to take place to insure the updated status of the order is identified. The Team leads in the Testing groups have committed to working with the CLEC direct on acceptance issues to insure that the order is completed in all internal systems thus eliminating the CNR status and negating a cancel situation on the order.
Sincerely Vivian Vigil Cheyenne Center-Coach CNR Orders Jeanne Whisenant Wholesale CNR Functional Support
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Information Current as of 1/11/2021