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Open Product/Process CR PC082703-1 Detail

Description Of Change

Expected Deliverable:

Qwest will form a CEMR Users group, track issues to resolution and follow through with Qwest/CLEC recommended changes that result from the CEMR Users group. The group should meet on a regular basis and include CLEC CEMR Users and Qwest CEMR SMEs.

Project Meetings

12/17/03 December CMP Meeting Linda Sanchez-Steinke with Qwest gave an update that the CEMR group had met on 11/21 and will meet on 12/18. Bonnie Johnson with Eschelon said that this group is beneficial with the CEMR upgrade. Bonnie encouraged other CLECs to send in their “wish list” because it helps determine if changes are feasible, provide a better way to get information or if functionality is there already. Beth Foster with Qwest said that the 12/18 meeting will be held at 9:00 Mountain time. This CR will move to CLEC Test status.

11/19/03 November CMP Meeting Linda Sanchez-Steinke with Qwest said that Beth Foster has scheduled the first CEMR CLEC Technical Forum on 11/21/03. This CR will remain in Development Status.

10/15/03 October CMP Meeting Bonnie Johnson with Eschelon said that she had received the draft response from Qwest and that the user’s group would meet monthly. Beth Foster with Qwest talked with Bonnie after the CR was discussed and said that the user’s group would start after the next CEMR release. This CR will be moved to Development Status.

09/17/03 September CMP Meeting Bonnie Johnson with Eschelon presented this CR. Bonnie said we held the Clarification Meeting and she submitted the CR because Eschelon wants to increase CEMR usage and recently filled out a survey about CEMR. By Qwest forming a CEMR users group, there would be an opportunity to discuss roadblocks, challenges and discuss high level feasibility for changes. CRs would be issued through the CMP process and the user group would not bypass CMP. MEDIACC is different enough from CEMR that it would not be included in this user group. This CR will be moved to Presented Status.

CLEC Change Request Clarification Meeting

2:00 p.m. (MDT) / Thursday September 11, 2003

1-877-572-8687 3393947# PC082703-1 Qwest to form CEMR User group

Name/Company: Bonnie Johnson, Eschelon Jeanne Whisenant, Qwest Dan Busetti, Qwest Elle Dornan, Qwest Beth Foster, Qwest Cathy Garcia, Qwest Craig Suellentrop Qwest Linda Sanchez-Steinke, Qwest

Introduction of Attendees Introduction of participants on the conference call was made and the purpose of the call discussed.

Review Requested (Description of) Change Eschelon requests that Qwest form a CEMR Users group. The group would meet every two weeks (or with some designated frequency) and discuss CEMR challenges. The group would also recommend modifications and improvements to increase CEMR usage. Qwest communicates to the CLEC Community (both in CMP and through the Qwest Service Management Team) that Qwest has an interest in increasing CEMR usage. Eschelon has communicated many CEMR challenges through the Service Management Team, however, Eschelon feels that having Qwest SMEs talk directly to the CLEC CEMR users would be more effective and efficient. The group could collectively decide what system and/or process changes could be requested to increase the usage of CEMR. Bonnie said the CR was issued because increasing electronic usage and repair is one of Qwest’s desires. Eschelon is one of the top users of CEMR. When Bonnie met with the Repair Manager and one of the users of CEMR at Eschelon and filled out the recent survey and they had good ideas. Recently Covad submitted a CR for a User’s Group for Loop Qual.

Bonnie said that forming a CEMR users group and having users talk directly to Dan would be beneficial for everybody and would increase usage. Frequency probably every month. Beth said this is a good idea and asked if this group is similar to the SATE process. Bonnie said her preference is that the CEMR Users Group meeting be held at a designated time different from CMP, because the subset of people at Eschelon that would be attending are not part of the CMP meetings. The CEMR Users Group meeting could be helpful for 6 months, until they have worked through all issues. Beth mentioned that SATE was a separate meeting and then participation dropped off and asked if we could add to the CR that the frequency of the meeting be revisited in six months. Bonnie said that the CEMR users Group, when participants are identified the group could determine the frequency of their meetings.

Bonnie provided an agenda item example sent to her Service Manager; what are the short/long term plans for CEMR. Additional topics would include the physical system, what changes make sense and are feasible to submit for CRs. Bonnie said that CEMR and MEDIACC are just different enough that they should be kept separate. Dan and Cathy agreed.

Dan asked if the Users Group would focus on technical issues. Bonnie said that we would specifically talk about the system itself. When she filled out the survey, the repair person had a lot of ideas for improvement and making the system more user friendly. Other CLECs would provide their input also and the group could discuss logical changes that could be submitted. Bonnie said that she realizes she would have to submit CRS for changes. It may be helpful for Qwest to understand possible changes to make to CEMR by having the CLECs list reasons they call in a trouble ticket rather than use CEMR. Eschelon calls in tickets when it is close to conversion time and they don’t own the account.

Cathy Garcia asked if something is identified as a possible change how quickly they would expect to get the change completed. Bonnie said that there are several CEMR releases throughout the year and usually if a CR is submitted they can get it into the next release.

Confirm Areas & Products Impacted Maintenance / Repair

Confirm Right Personnel Involved Correct personnel were involved in the meeting.

Identify/Confirm CLEC’s Expectation Qwest will form a CEMR Users group, track issues to resolution and follow through with Qwest/CLEC recommended changes that result from the CEMR Users group. The group should meet on a regular basis and include CLEC CEMR Users and Qwest CEMR SMEs.

Identify any Dependent Systems Change Requests No systems change requests.

Establish Action Plan (Resolution Time Frame) Bonnie will present this CR at the September CMP Meeting. Qwest will provide a response at the October CMP meeting.

CenturyLink Response

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

Bonnie Johnson Eschelon

SUBJECT: Qwest’s Change Request Response – PC082703-1 “Qwest to form CEMR User group”

This letter is in response to Eschelon's Change Request (CR) PC082703-1. This CR requests that Qwest form a CEMR Users group.

Qwest accepts this CR and will move forward with the following:

- A process and the structure of a Monthly Technical Forum focused on use of the CEMR application.

- Qwest will chair the calls and will have resources available to answer questions asked during the forum.

- Qwest proposes that the first few meetings will be dedicated to bringing the CLECs up to date with CEMR functionality. Subsequent meetings will be structured to fit the CLECs needs for understanding and using the CEMR interface.

- The forum effectiveness will be monitored to determine future meeting need and frequency.

Qwest requests this CR be placed in Development Status and will provide an update at the November CMP Meeting.

Sincerely,

Beth Foster Qwest