Open Product/Process CR PC081902-1 Detail |
| Title: The 30 minute rule for Coordinated Hot Cuts. | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
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| PC081902-1 |
Completed 4/15/2009 |
Provisioning, Coordinated Hot Cuts | UBL, UNE-Loop | |||
| Originator: Mendoza, Lori |
| Originator Company Name: Allegiance |
| Owner: Toye, Deni |
| Director: |
| CR PM: Harlan, Cindy |
Description Of Change |
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The 30 minute rule wording was only added to the PCAT for CHC with and without cooperative testing on 7/19/02. Prior to 7/19/02 Allegiance had asked for the rule in writing and had not received it. The application of this rule by the QCCC has not been consistent over the past year as I have discussed with Allegiance's Service Manager on several occassions. I had asked that the written rule or policy be sent to me in writing so that Allegiance could document our internal processes to follow the Qwest policy. Up until the notice was sent out on 7/18/02 that it was being added to the PCAT, it was conveyed by word of mouth between the QCCC and our operations. For example, some Testers stated that if we had not confirmed with the tester that we were ready to start the cut within 30 minutes of the start time of a cut, then they would JEP the order at 31 minutes. Other QCCC Testers stated that we have to be working the cut within this time or they would JEP it. It has had various clarifications as to what this rule is under the various Managers that have worked in the QCCC over the past year.
Qwest has been pointed out that this is not a new or even a changed process. Qwest has stated that this information has been in the SGAT for approximately 6 years. Allegiance has never opted into the SGAT language for our ICA and up until 8/02/02, Allegiance was never aware that this information was documented in the SGAT.
Here is the wording for reference:
“If you are not ready within thirty (30) minutes of the scheduled appointment time, then you must reschedule the installation by submitting a supplemental LSR. If Qwest is not ready within thirty (30) minutes of the scheduled appointment time, Qwest will waive the nonrecurring charge for the installation option. You and Qwest will attempt to set a new appointment time on the same day and, if unable to do so, Qwest will issue a jeopardy notice and a FOC with a new Due Date.”
The statement implies that “if for any reason” the CLEC is not ready, then it will be SUPd at 31 minutes. It does not take into account that if Qwest fails to notify us of a no dial tone issue, according to the current 48 hour dial tone testing requirements, then the CLEC is still held accountable for not being ready and the order will be SUPd. At the maximum, we may have 1 hour and 30 minutes from the start time of the cut to resolve a no dial tone issue if no notification was sent prior to due date. This has happened to Allegiance several times, and some QCCC testers hold fast to this policy. We have had to escalate on these instances and in some cases it has been denied and the order was JEPd. The wording needs to change to identify exceptions to the rule.
If Qwest is not ready for whatever reason according to this policy, Qwest will work with the CLEC throughout the day to get it cut. But if the CLEC is not ready, Qwest is only allowing a maximum of 1 hour and 30 minutes ( less in many instances) to "get ready" or the order will be JEPd.
Qwest is not taking it into consideration when Qwest fails to follow all steps of the 48 hour dial tone testing requirements and timely notification to the CLEC. When Qwest fails to do this, Qwest is considering that the CLEC is not ready. Allegiance believes that in this type of situation, it is Qwest that is not really ready because Qwest has not followed all steps of the process. Qwest’s consequence for not doing the cuts on due date is the potential that Qwest may have to pay penalties. The current policy is allowing Qwest to work with the CLEC to get it done on cut date to avoid such penalties. The consequence to the CLEC is we can lose that customer if we cannot get the order cut on due date as promised and we only have a limited time to “get ready” in order to complete the cut.
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| Date | Action | Description |
| 8/16/2002 | CR Submitted by Allegiance | |
| 8/19/2002 | CR acknowledged by P/P CMP Manager. | |
| 8/20/2002 | Contacted customer and scheduled Clarification meeting | |
| 8/21/2002 | CR Posted to Web | |
| 8/26/2002 | Conducted Clarification meeting with Allegiance | |
| 8/30/2002 | Clarification minutes issued to Allegiance | |
| 9/18/2002 | September CMP Meeting Allegiance introduced and explained CR. It was agreed that the CR could move into Evaluation. Qwest will provide Response at the October Meeting. Meeting discussions will be set forth in the Product/Process Draft Meeting Minutes contained in the Product /Process CMP Meeting Distribution Package 10/16/02. | |
| 10/9/2002 | Draft Response issued to Allegiance | |
| 10/16/2002 | October CMP Meeting - Response accepted by CLEC community. Development of Level 3 Change will begin. This CR will move to Development status. Minutes will be posted to the Project Meeting section. | |
| 10/23/2002 | Removed Draft from the Response and updated it to include comment from ATT to clarify this process does not over ride the VP Expedite Process | |
| 10/25/2002 | Final Response posted to web | |
| 11/20/2002 | November CMP Meeting advised process document is being updated. | |
| 12/16/2002 | Level 3 Document Number: PROD.12.16.02.F.00877.AnalogLoop2_4Wire distributed. Proposed Effective Date: January 30, 2003 | |
| 12/18/2002 | December P/P CMP Meeting notes will be posted to the Project Meeting section. Changed status to CLEC Test. | |
| 12/19/2002 | Message from CMP Comment Mail-In PROD.12.16.02.F.00877.AnalogLoop2_4Wire. Comments received on PCAT updates. | |
| 1/2/2003 | Comments cycle closed for Notification PROD.12.16.02.F.00877.AnalogLoop2_4Wire. There were two CLEC comments received for this notification. The Qwest Final Release Notice and Response to the comments on this notification must be posted to the web by 1/15/03 with an effective date of 1/30/03. | |
| 1/7/2003 | Changes Qwest owner and presenter to Deni Toye as Linda Hendricks is retired on Jan. 10, 2003. Cindi Dahlstedt will also support CR. | |
| 1/15/2003 | Comments responded to and updates made to PCAT based on comments made. | |
| 1/15/2003 | January P/P CMP Meeting notes will be posted to the Project Meeting section. | |
| 2/19/2003 | February P/P CMP Meeting notes will be posted to the Project Meeting section. | |
| 3/19/2003 | March P/P CMP Meeting notes will be posted to the Project Meeting section. | |
| 4/15/2009 | Discussed at Monthly CMP Meeting | Discussed at the April CMP Meeting - See Attachment N in the Distribution Package |
| 4/21/2009 | Status Changed | Status changed to Completed - CR placed in a Closed status in error |
Project Meetings |
| 03/19/03 March CMP Meeting Cindi Dahlstedt – Qwest reported she has checked to make sure we are sending the NDT notifications and all was okay. Bonnie Johnson – Eschelon asked if we do a spot or total check. Cindi replied a spot check. If any issues are found please notify Deni Toye at dtoye@qwest.com. Lori Mendoza – Allegiance reported NDT are working okay. Sometimes the CFA information is missing. Lori agreed to close this CR. 02/19/03 February CMP Meeting Deni Toye–Qwest provided statistics regarding PTA NDT Notifications. All were sent within the 24-36 hour time frame. The QCCC has not been out of compliance so we have not executed the 30 minute rule. Lori Mendoza–Allegiance reported they have not had any problems, except they have gotten some PTA notifications without CFA information. This information has been provided to their Service Manager to investigate. Sharon Van Meter–ATT advised she will be meeting with her company to determine whether they will begin to use the PTA tool. This CR will be left in CLEC Test status until next month. At that time we will review additional feedback from the CLEC Community and determine a close date. 01/15/03 - Janaury CMP Meeting Toye-Qwest stated that Qwest had distributed a notification on this CR and had responded to CLEC comments to the changes. Johnson-Eschelon stated that she had not yet read the Qwest response. Mendoza-Allegiance stated that Qwest has been much better, recently, on no-dial-tone notifications. This CR remains in CLEC Test. 12/18/02 - December CMP Monthly Meeting Minutes Qwest-Linda Hendricks advised the PCAT is out for CLEC comments with a planned implementation date of January 31. This CR will change to CLEC Test. 11/20/02 - November CMP Monthly Meeting Minutes Qwest (Hendricks) reported the PCAT is under development. This project will remain in Development status. 10/16/02 - October CMP Meeting Minutes Qwest reviewed the Acceptance Response to this CR and outlined when the exception will apply and when it will not apply. Eschelon clarified the following scenario: If Qwest can not reschedule the CHC for the same day the exception process will not apply. ATT expressed their concern that the exception process does not apply to VP Expedites. Qwest clarified the current VP Expedite Process does not change and this CR does not override the current VP Expedite Process. Qwest obtained agreement this CR would be handled as a Level 3 change and will follow the Level 3 process. This CR will move to Development status.
09/24/02 - September CMP Meeting Minutes Terry Wicks - Allegiance introduced and explained this CR would allow for an exception to the 30 minute rule for CHC process if CLECs do not get at least 24 - 48 hours NDT notification from Qwest. This applies to CHC only, not basic. In the case of not receiving notification QCC would work with the CLEC to reschedule the technician for sometime the same day instead of sup the LSR at 31 minutes. Jonathan-ATT said this should reduce the number of C01 misses. Linda Hendricks - Qwest explained if we are not doing the PTA email notification we won't be able to track whether the 48 hour NDT notifcation occurred. Eschelon and Allegiance expressed their support of the PTA tool. Qwest advised a response would be provided at the October meeting.
1:30 p.m. (MDT) / Monday 26th August 2002 1-877-561-8688 PC738 5723# Review CR PC081902-1 30 minute rule for Coordinated Hot Cuts In Attendance: Terry Wicks - Allegiance Linda Hendricks - Qwest Bob Mohr – Qwest Cheri Hurless – Qwest Neil Houston – Qwest Cindy Macy – Qwest Ric Martin – Qwest Linda Sanchez-Steinke – Qwest Deb Smith – Qwest Deni Toye - Qwest Introduction of Attendees Review Requested (Description of) Change : Reviewed CR and confirmed business issues this CR will address. Terry requests the wording in the PCAT be changed to reflect an exception to the 30 minute rule if Qwest does not follow the 48 hour DT testing process. If Qwest notifies CLEC with 24 hours or less advance notice an exception process needs to be available. The exception process would allow Qwest and the CLEC to set a new appointment time on the same day, instead of jeopardizing the order and requiring the installation to be rescheduled by submitting a supplemental LSR. The business issue this CR is addressing is prevention of customer loss. Confirm Areas & Products Impacted : Unbundled Loop / UNE / Loop Conversion orders existing customers PCAT – Ordering Wholesale UNE Installation Option Coordinated Installation with / with out testing Confirm Right Personnel Involved : Linda Hendricks – confirmed as Lead SME Neil Houston – Network Regulatory Bob Mohr – Product Manager Cheri Hurless – Service Manager Cindy Macy – Change Request Project Manager Identify/Confirm CLEC’s Expectation : Terry requests the wording in the PCAT be changed to reflect an exception to the 30 minute rule if Qwest does not follow the 48 hour DT testing process. If Qwest notifies CLEC with 24 hours or less advance notice an exception process needs to be available. The exception process would allow Qwest and the CLEC to set a new appointment time on the same day, instead of jeopardizing the order and requiring the installation to be rescheduled by submitting a supplemental LSR. Identify any Dependent Systems Change Requests : CR PC 081902-2 Establish Action Plan (Resolution Time Frame) Document and issue meeting minutes within 5 business days (9-3-02) - Qwest Present CR at September CMP Meeting - Allegiance Present Draft Response at October CMP Meeting - Qwest
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CenturyLink Response |
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October 16, 2002 For Review by CLEC Community and Discussion at October's CMP Meeting Allegiance Telecom, Inc SUBJECT: Qwest’s Change Request Response - CR #PC081902-1 The 30 minute rule for Coordinated Hot Cuts Allegiance Telecom, Inc is requesting that Qwest change the wording and current process to allow the CLEC to work with Qwest on due date to get the cut done, when Qwest has failed to timely notify the CLEC according to the notification of NDT process, just as Qwest is allowing itself to do when Qwest is not ready. Update the PCAT with any changes resulting from this CR. Qwest will accept the “30 Minute Exception” CR with the following guidelines: -All CLECs must be enrolled in the NDT PTA Notification procedure in order to have accurate tracking and parity to ensure the success of the “30 minute rule” process. -If Qwest fails to notify the CLEC within the timeframe of the NDT notification procedure, we will attempt to reschedule at a mutually agreed upon time for the same day. -If Qwest is able to reschedule the same day it will not require a Customer Not Ready jeopardy and will not require a supp to the LSR. However the order will be in a CLEC delay status documented on the OSSCN screen in WFA/C. - Rescheduling the Coordinated Hot Cut may not be workable on the same day. The appointment may require another date and time. This will result in a Customer Not Ready jeopardy. - This process will be rework for Qwest in several departments and will require the CLEC to supp their LSR if another day and time is required. The “30 Minute Exception” will not apply when: - If Dial Tone is found at 48 hours before Due Date and noted in the OSSLOG, then at 1 hour before the due date the Dial Tone is no longer present. - If the CLEC is not using the PTA NDT Email Notification. - If the email systems of either Qwest or the CLEC were not working during the notification period, tracking would be invalid. - If the CLEC has requested a VP Expedite and the interval does not allow the appropriate time for DT verification and CLEC notification (This process does not over ride the VP Expedite Process) Qwest will issue this as a Level 3 change and seek concurrence of this approach at the October CMP Meeting. Sincerely, Linda Hendricks Lead Project Analyst Qwest
Cc: Mary Pat Cheshier, Diane Diebel
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Information Current as of 1/11/2021