Wholesale: Products & Services

Open Product/Process CR PC081403-2 Detail

Description Of Change

Expected Deliverable:

Qwest will develop, document and train an expanded "workback" process to include additional products and partial workbacks. Qwest should allow the CLEC to do workbacks on partial LSRs and include additional products. Qwest should post this as a "process" under the business procedure section of the Qwest Wholesale web site.

Project Meetings

July 21, 2004 CMP Meeting notes: Cindy Macy –Qwest advised that this CR was effective June 29. Qwest will move this CR to CLEC Test status.

June 16, 2004 CMP Meeting notes: Jill Martain – Qwest advised that comments were received and responded to for this CR. This CR will be effective June 29. The CLECs agreed to move this CR to CLEC Test on June 29. Bonnie Johnson – Eschelon advised that she would prefer for Qwest to be consistent and move things to CLEC test after the effective date, but not before. While reviewing the Change Management Process document section 5.8, Qwest believes that the work needs to be completed for each status type (i.e. CLEC Test) before the status is changed. Status should only be changed upon agreement in the Monthly Meeting. This CR will remain in Development Status. This CR would move to CLEC Test in July as the effective date is June 29.

May 19, 2004 CMP Meeting notes: Jill Martain – Qwest advised that the documentation for this CR was released on May 18 and should be implemented July 2. This CR will remain in Development Status.

April 21, 2004 CMP Meeting notes: Jill Martain – Qwest provided status on this CR for Joan Wells. Jill advised that Qwest held another adhoc meeting with the CLECs. We will update the PCAT with additional information that will clarify the process. We also discussed and documented how Workback for other products should follow the Expedite process. This documentation should be updated by the end of the month. Bonnie Johnson – Eschelon advised that this topic covers such a broad scope, that it makes sense for it to be in the Expedite and Escalation process. Bonnie confirmed that Qwest will tell the CLECs what to do on a case by case basis, but because it is documented then Qwest will know there is a process to follow. Bonnie said Eschelon submitted this CR because during an escalation Qwest told Eschelon that Qwest did not do workbacks. Bonnie said after Qwest documents the process Qwest employees will know that a process exists. This CR will remain in Development Status.

CLEC Ad Hoc Meeting PC081403-2 Work Back Process CR April 16, 2004

In attendance: Jennifer Fischer - Qwest Communications Bonnie Johnson – Eschelon Kim Isaacs – Eschelon Jill Martain - Qwest Communications Kathy Rein - Qwest Communications Stephanie Prull – Eschelon Pete Budner - Qwest Communications Chris Quinn-Struck Qwest Communications Julie Picker – US Link Joan Wells - Qwest Communications Cindy Macy - Qwest Communications

Cindy Macy – Qwest took attendance and explained the purpose of the call was to review the changes that had been made so far as a result of this CR, and the proposed changes needed to close the CR.

Joan Wells - Qwest Communications explained that she updated the PCAT and there were concerns with the updates that were made. Joan clarified the updates and verified that there were not process changes as a result of the updates, except to add the language around full and partial workbacks. Bonnie Johnson – Eschelon agreed and confirmed that it was a misunderstanding regarding when the escalation process was being used.

Joan Wells advised that Qwest will use existing expedite processes for the expansion to other products with additional language added.. And that this information will be included in the existing Escalation and Expedites PCAT.. Joan advised Wholesale will handle the customer requests; they will not be referred to Retail. Bonnie Johnson – Eschelon advised she was happy about this. Joan advised the method of restoral is ICB, based on the actual situation, and the Customer Service group will advise the CLEC how to proceed with restoral and whether an LSR is needed.

Bonnie Johnson – Eschelon wanted to make sure that there will be enough level of detail for the centers to determine what course of action is needed to restore the service. Joan advised yes. Bonnie asked about the 24 hour restriction. Joan confirmed it is a 24 hour, not 24 business hour timeframe.

Bonnie advised she is okay with updating the process if the documentation provides enough level of detail for the centers to take action. Joan agreed and advised she is planning on getting the documentation released soon. The plan would be to move this CR to CLEC Test in May, and close in June.

March 17, 2004 CMP Meeting notes: Bonnie Johnson – Eschelon advised that she is concerned that Qwest has stated that we can not workback a customer if the port has taken place. If this is the case, then Qwest has changed the process as we currently do this today. Joan Wells – Qwest advised that we did not change anything in the PCAT regarding this. What was changed is that we added that you can now request a full and partial workback. No other language was changed and it has been this way for the past two years. Bonnie Johnson – Eschelon asked if Qwest is aware that workbacks are occurring even when the port has been completed. Joan Wells – said it could be possible that this happens, but it is not in the process. Ervin Rae – ATT advised they average 50-60 a day, after the subscription has been completed. Joan Wells – Qwest advised we average 50 workbacks a month total. Bonnie Johnson asked is it possible there is another piece that we are missing. Joan Wells advised that we don’t disconnect the customer until 2 days after the due date, at 11:59 the next business day. We already pull these from the completion workload and give extra time. Qwest is not sure if we are in a position to workback customers for no charge, after the port has taken place, as at least 2+ days have already gone by. Bonnie Johnson asked why does Qwest hold the account if they are not willing to do a workback? Bonnie asked if Qwest can still do this on the subscription piece? Joan advised that Qwest will have the ability to do this by canceling the subscription and order. The opportunity is there but we shouldn’t do this without a charge. Joan confirmed that the process was not changed, our response was to document full and partial workbacks. If further documentation is needed it would be outside the scope if this CR. Ervin Rae – ATT advised this needs to be expanded to include all products. Joan Wells advised this piece is still being worked on and is under development. Jill Martain – Qwest advised that the Covad CR PC021904-1 Enhancements to Expedite Process is similar to this request, and she will try to work the issue on that CR also. Bonnie advised that she needs to take this back and talk to additional people in her organization. Bonnie confirmed that Qwest’s position is that we do not do a workback after the port has been complete. When this occurs it is using the escalation process. Maybe Qwest needs to update the PCAT to include the escalate process if workbacks are needed after the service order has completed. Joan Wells said that volume is low. Bonnie Johnson will check with her team and get back to us. This CR will remain in Development Status.

February 18, 2004 CMP Meeting Cindy Macy – Qwest provided status for Joan Wells. The first part of this process was published and implemented. Joan is working on the process for the additional products. Joan is working with Retail to identify impacts. This CR will remain in Development Status.

January 21, 2004 CMP Meeting Cindy Macy – Qwest advised that Joan Wells – Qwest held an ad hoc meeting on January 12 and reviewed the draft process. Joan took some points to incorporate into the process and review. The documentation is in progress. This CR will remain in Development Status.

Ad-hoc Meeting 1:00 p.m. (MDT) / Monday January 12, 2004

1-877-552-8688 7146042 PC 081403-2

Attended Conference Call Name/Company: Carla Pardee, AT&T Donna Osborn-Miller, AT&T Cheryl Miller, AT&T Andrea Niles, AT&T David Bellinger, AT&T Joyce Perry, AT&T Bonnie Johnson, Eschelon Kim Isaacs, Eschelon Kim Sutton, Cox Communication Carol Roland, Cox Communication Carla Cox, 180 Communication Janet Harper, 180 Communication Joan Wells, Qwest Susie Wells, Qwest Terri Kilker, Qwest Linda Harmon, Qwest

Meeting Agenda: Action 1.0 Introduction of Attendees Introduction of participants on the conference call was made and the purpose of the call discussed. 2.0 Review Requested (Description of) Change Joan Wells, Qwest reviewed the Draft Proposal process and scenarios. This is for Part II Workback Expansion Proposal to include additional products.

The following were questions or clarifications made during the meeting:

David Bellinger, AT&T asked what the intervals would be for getting the customer back in service. Joan said she would have to check but in any case they would mirror the existing timeframes.

Joan verified that this process is to cover when orders have completed and has nothing to do with LNP or number portability in general.

Cheryl Peterson, AT&T asked what time orders are completed. Joan answered that it often depends on the type of order.

Kim Isaacs, Eschelon ask if process steps 6-10 is for when the account is UNE-P with another CLEC. Joan answered yes and that she will clarify in document.

Bonnie Johnson, Eschelon asked if Restriction 4 was also the practice in Retail as well. Joan said yes that there are no parity issues.

Bonnie commented that process steps 11 through 13 are where most of these cases fall and customers are impacted. She stated the purpose of the CR was to have a different process from going through the Retail front door since the area between Wholesale and Retail is often painful to the customer and CLEC. Bonnie is not asking that Retail not be involved but to have a process where someone knowledgeable handles the situation and where the customer or CLEC does not have to start at the Retail front door. Joan stated that Wholesale couldn’t handle Retail involvement she agreed to look into what could be done. Bonnie said if we could get resolution to the front door issue that she is fine with the process. AT&T and 180 Communication agreed

Joan stated that Part 1 of the documentation should be out in a few weeks. She also said she will try to have an update for the January CMP meeting and will continue to evaluate the need for another meeting.

December 17, 2003 CMP Meeting Joan Wells – Qwest advised she has sent the documentation for Partial Work backs on LNP to the documentation team. She also has a draft proposal available for the other products that she would like to review with the CLECs. A meeting will be scheduled the week of January 5 to review the draft proposal. Bonnie Johnson – Eschelon requested to have the process sent out in advance so it could be reviewed prior to the meeting. Joan agreed and advised it would be included in the meeting notification ahead of the meeting date. This CR will remain in Development Status.

November 19, 2003 CMP Meeting Joan Wells reviewed Qwest’s response and identified the products that will be addressed with this CR. Joan explained she would like to call this process the ‘Restoral Request’ process. Ervin Rea-ATT asked what are the requirements to get the customer back in service? Joan advised they are developing those requirements as part of this CR. Basically the process would consist of the customer contacting the Call Center to advise of the problem. A ticket is issued. A supplement may need to be issued to the LSR depending on if the work or LSR is completed. The service would follow an expedite process to restore. Qwest is looking into the criteria to determine when a restoral request is allowed and when charges would be incurred to reinstate the service.

Oct 15, 2003 CMP Meeting Cindy Macy – Qwest advised she would page Joan to the call as she is on vacation. Bonnie Johnson – Eschelon said she has reviewed the response and understands Qwest will begin working on the partial workback process for LNP and the other products are under review. Bonnie advised we did not need to page Joan to the meeting. This CR will move to Development Status.

Sept 17, 2003 CMP Meeting Bonnie Johnson advised we had a good clarification call. There were attempts made a reeling in the scope of this CR. Bonnie advised she would like the process expanded on product where it is workable. Today, Workback is on LNP and it is all or nothing. Bonnie requested for Qwest to expand where this can be done and also to be able to do a partial Workback. Joan asked if another ad hoc meeting may be appropriate to gather additional issues, on a product by product basis from other CLECs. Any product that is can be included on should be included. This request is clearly asking for these product and when a CLEC can do a Workback. Judy Schultz asked if it was appropriate for Qwest to prepare a recommendation. Bonnie agreed for Qwest to review scenarios and do this on a case by case basis. Bonnie advised this request is a result of an escalation. Escalations usually drive process improvements. Susie Bliss advised Qwest would also look at volumes and costs.

CLEC Change Request – PC081403-2 Clarification Meeting Tuesday, August 26, 2003

1-877-552-8688 7146042#

Attendees Cindy Macy – CRPM Dusti Bastian – Qwest Mallory Paxton – Qwest Joan Wells – Qwest Sharon Van Meter – ATT Bonnie Johnson - Eschelon

Introduction of Attendees Macy-Qwest welcomed all attendees and reviewed the request.

Review Requested (Description of) Change Bonnie Johnson-Eschelon reviewed the CR. Bonnie explained the PCAT defines a work back process, however it is for LNP only and does not include partial work backs. Eschelon had a situation where they were trying to work back the DSL portion of a cut and could not do a partial work back. Qwest did do this but it was very difficult.

Joan Wells asked if Bonnie wanted work backs available to new products or products associated to LNP? Bonnie advised there are multiple situations when this may be needed. For example, when we are converting a customer from Qwest Retail to Eschelon UNE-P.

Joan Wells advised the work back process was put in place when Qwest was disconnecting customers and the CLECs were having trouble getting the customer installed on the same due date. This is not occurring very much any more. On a conversion there is usually no facility change that occurs so there wouldn’t be a work back situation. Bonnie advised there can be circumstances that cause facility changes and thus the need for a work back; such as Qwest record issues that show the DSL on the wrong line, or PBX that causes trouble on the line, credit card machines etc. Bonnie agreed it is not a high percentage of times that this happens, but it is important when it does happen.

The group discussed that there are many variables and it could be a different process based on each circumstance. The group tried to determine the scope of the CR as the process may be different based on each product or situation. Joan Wells advised she can not document what the CLEC needs to do for their part of the work back.

Joan asked if the CLECs would be willing to pay for this service. Bonnie advised under certain circumstances it makes sense. Mallory Paxton – Qwest advised in some cased it would involve Qwest doing a New Connect. Joan Wells advised there should be parameters around how much time can go by to determine if a work back is a valid option.

Bonnie advised she would like this in the Business Process section of the PCAT, and not be product specific. Cindy Macy-Qwest advised this would imply the process would be a high level process about work backs in general and not be specific to each product. Mallory advised the process would be different for different products so a general process may not provide a lot of value. Some things to consider are the time constraints, charges, process by product, identify the limitations of the process versus all the conditions that it could apply to.

Bonnie advised UNE-P and Resale are the most commonly ordered products so it would make sense to document it for those two products. Additionally, adding information to the LNP product to include partial work backs is needed. Bonnie advised she would lke the process defined and documented so we have a process to follow. It doesn’t have to cover the universe.

Confirm Areas and Products Impacted Cindy Macy-Qwest reviewed the scope of the CR.

Confirm Right Personnel Involved Cindy Macy-Qwest confirmed with the attendees that the appropriate Qwest personnel were involved.

Identify/Confirm CLEC’s Expectation Cindy Macy-Qwest reviewed the request to confirm Eschelon’s expectation.

Identify and Dependant Systems Change Requests Cindy Macy-Qwest asked the attendees if they knew of any related change requests.

Establish Action Plan Macy-Qwest asked attendees if there were any further questions. There were none. Macy-Qwest stated that the next step was for Eschelon to present the CR at the September Monthly Product/Process Meeting and thanked all attendees for attending the meeting.

CenturyLink Response

For Review by the CLEC Community and Discussion at the November 19, 2003 CMP Meeting November 11, 2003

Eschelon Bonnie Johnson Sr. Manager ILEC Relations

SUBJECT: CR # PC081403-2 Workback process/products expanded to include additional products and allow partial workbacks. Qwest will post the process and products included in the Business Procedure section of the web site.

This letter is being issued to provide an updated response on the development of Eschelon’s Change Request (CR) PC081403-2. This CR requests that:

· Qwest expand the existing LNP workback process to allow partial workbacks · Qwest expand the workback process to include additional products Qwest is currently in the development stages of both a new “Workback”(WB) process for LNP that will include partial restorals and a new expanded Workback process that will be identified as a “Restoral Request” (RR) for the Resale / UNE-P POTS and Resale / UNE-P Centrex 21 products. Qwest will provide an updated status on the process development at the December CMP meeting.

Sincerely, Joan Wells Sr. Process Analyst Qwest Communications

For Review by the CLEC Community and Discussion at the October 15, 2003 CMP Meeting

October 8, 2003

Eschelon Bonnie Johnson Sr. Manager ILEC Relations

SUBJECT: CR # PC081403-2 Workback process/products expanded to include additional products and allow partial workbacks. Qwest will post the process and products included in the Business Procedure section of the web site.

This letter is in response to Eschelon’s Change Request (CR) PC081403-2. This CR requests that: ? Qwest expand the existing LNP workback process to allow partial workbacks ? Qwest expand the workback process to include additional products

Qwest accepts this request. Qwest will change the workback process for Local Number Portability and Loop Service with Local Number Portability to include partial workbacks. This change will be identified and documented within the current workback process located in the existing LNP PCAT.

Qwest is currently reviewing the workback process expansion request and its applicability to other products and processes that it will apply to. Qwest requests that this CR be placed in development status. Qwest will provide an update at the November CMP meeting.

Sincerely,

Joan Wells Sr. Process Analyst Qwest Communications