Open Product/Process CR PC083001-1 Detail |
| Title: Allow customers to move and change local service providers at the same time. (reference Systems CR # SCR101901 1) | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
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| PC083001-1 |
Completed 4/17/2002 |
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| Originator: Stichter, Kathy |
| Originator Company Name: Eschelon |
| Owner: Berry, Harriett |
| Director: |
| CR PM: Thomte, Kit |
Description Of Change |
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The current Qwest process states that when a customer moves and wants to change local service providers they must first convert to the new local service provider with a subsequent move order or move with their current local service provider and subsequently convert to the new local service provider. This causes delays in a customer’s choice to change local service providers. It also forces the customer and/or CLEC to pay processing and installation charges for both a conversion and a move. In addition if the Qwest service order does not post to the CRIS system for the move or conversion in a timely manner, this can cause customer impacting issues due to the fact that the Qwest service order may not be processed accurately. Change Qwest process to allow an end user to select the local service provider of their choice when they move to their new location.
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| Date | Action | Description |
| 8/30/2001 | CR received from Kathy Stichter of Eschelon | |
| 8/30/2001 | Status changed to New, to be clarified | |
| 8/30/2001 | Updated CR sent to Kathy Stichter and Steve Sheahan | |
| 9/12/2001 | Clarification Meeting Scheduled for 09/17/01 | |
| 9/17/2001 | Clarification Meeting Held | |
| 9/26/2001 | Qwest's draft response issued to CLEC Community | |
| 10/17/2001 | CMP Meeting: CLEC community concurred with Qwest long term solution. Qwest to add interim process to response & re-issue. An internal User Request will be issued to initiate permanent change. No "Current Status" change. | |
| 11/1/2001 | Revised draft response, dated October 31, 2001, transmitted to Eschelon (submitting CLEC). | |
| 11/7/2001 | Issued updated draft response dated November 7, 2001 to Eschelon and posted to dBase. | |
| 11/14/2001 | CMP Meeting - The CLEC participants agreed that the manual process can be implemented 12/01/01. IMA Systems CR has been issued SCR 101901-1. It was agreed that the CR could be moved to "CLEC Test." | |
| 11/21/2001 | Qwest Final Response (dated 10/31/01) transmitted for CLEC community distribution. | |
| 12/12/2001 | CMP Meeting - Eschelon requested to leave "CR Status" as "CLEC Test." No Eschelon customers were available to test the manual interim procedure detailed within the Qwest response (dated 10/31/01). | |
| 1/10/2002 | Eschelon submitted example to Qwest indicating potential difficulty with the interim manual process. Harreitt Berry (SME) investigating. | |
| 1/16/2002 | CMP Meeting - Status update provided indicating that Harriett Berry (SME) is in process of investigating Eschelon example (submited 01/10/02). | |
| 2/6/2002 | Harriett Berry identified root cause of Eschelon example (submitted 01/10/02) as failure of adherence to interim manual process. Qwest management and staff located in the offending ordering facility were retrained on internal Qwest procedure (MCC issued 11/28/01), Internal Qwest procedure was re-issued (01/21/02) to Qwest Wholesale and Retail personnel. | |
| 2/14/2002 | Response transmitted to Eschelon example (submitted -1/10/02). | |
| 2/20/2002 | CMP Meeting - Qwest SME discussed response to Eschelon example. CR status remains in "CLEC Test." Meeting discussions will be set forth in the Product/Process Draft Meeting Minutes contained in the Product/Process CMP Meeting Distribution Package (03/20/02) | |
| 3/5/2002 | E-mail from Qwest asking for recent out-of-process examples | |
| 3/10/2002 | Reply e-mail from Eschelon, planning on having examples this week | |
| 3/20/2002 | March CMP Meeting: CR to remain in CLEC Test awaiting example from Eschelon. Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site | |
| 4/1/2002 | Sent e-mail to Eschelon asking if they have had an example to test this process | |
| 4/1/2002 | Reply e-mail from Eschelon stating they are still waiting for their first example | |
| 4/17/2002 | April CMP Meeting: CLECs agreed to close CR. Status changed to "Completed." Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site |
Project Meetings |
| 04/01/02 - Reply e-mail from Eschelon stating they are still waiting for their first example
From: "Johnson, Bonnie J."
Todd, See below!
--Original Message-- From: Todd Mead [SMTP:tmead@qwest.com] Sent: Monday, April 01, 2002 9:46 AM To: Stichter, Kathleen Cc: Johnson, Bonnie Subject: CR Update
Kathy, I am looking for some feedback on two of your CRs that are currently in CLEC Test:
PC083001-1 "Allow customers to move and change local service providers at the same time" Have you had any examples through to test this process? We are waiting for an example. I received information from our internal Provisioning Team that they will be certain to provide me the next customer we have engaging in this activity. --
03/10/02 Reply e-mail from Eschelon, planning on having examples this week
Subject: RE: FW: PC083001-1 Allow customers to move and change local servi ce providers at the same time. Date: Sun, 10 Mar 2002 16:01:51 -0600 From: "Johnson, Bonnie J."
Hi Todd, I believe I should have some examples this week. Kathy will be back on 3/19/02.
Bonnie - --
03/05/02 E-mail from Qwest asking for recent out-of-process examples
Subject: PC083001-1 Allow customers to move and change local service providers at the same time. Date: Tue, 05 Mar 2002 08:31:08 -0700 From: Todd Mead
Kathy, I have taken over from Pete Wirth as the CRPM for this CR. My current understanding is that we are waiting for an Eschelon customer to test this manual procedure to ensure the process is working as originally designed?
Please let me know if that is your understanding of the current status and also, whether there have been any recent examples from Eschelon to test the manual procedure.
Thanks
Todd --
Subject: Re: Example for CR PC083001-1 Date: Thu, 14 Feb 2002 14:58:39 -0700 From: Peter Wirth
Kathleen;
Harriett Berry, Qwest identified the root cause of the Eschelon example (e-mail below) as a failure of adherence to the interim manual process by a Qwest employee. Qwest management and staff located in the ordering facility were retrained on the internal Qwest procedure (MCC issued on 11/28/01) contained within the Qwest CR response. The internal Qwest procedure was re-issued (01/21/02) to Qwest Wholesale and Retail personnel. Please let me know if any other examples occur regarding this issue. Thanks.
Peter Wirth Product & Process CMP CRPM pwirth@qwest.com 303.896.5190 --
"Stichter, Kathleen L." wrote:
Example of a recent LSR that did not work. This is confidential information not to be shared outside of Qwest CMP.
Kathy Stichter ILEC Relations Manager Eschelon Telecom Inc Voice 612 436-6022 Email klstichter@eschelon.com
--Original Message-- From: Stichter, Kathleen L. Sent: Tuesday, January 08, 2002 7:55 AM To: Johnson, Bonnie J.; 'cmeride@qwest.com' Subject: RE: UT-122101-Tuxedo By Lee-UT138677KMJ-Ver-OC-8014921614
Bonnie, This is the email I sent to Pat Levene yesterday for investigation. I will let you know when I get the information back from Pat Levene.
Kathy Stichter ILEC Relations Manager Eschelon Telecom Inc Voice 612 436-6022 Email klstichter@eschelon.com --
09/17/01 - Attendees Bonnie Johnson - Eschelon Harriettt Berry - Qwest Russ Urevig - Qwest Susie Wells - Qwest Peter Wirth - Qwest
Introduction of Attendees Attendees were introduced. Qwest representatives representing -Resale-- (Mallory Paxton) and -UNE-P- (to be determined) were not available for the meeting. Harriett Berry, Qwest will identify and include missing representatives for further activities regarding the subject CR.
Review Requested (Description of) Change {review long description from change request, confirm with all parties there is agreement on the change requested} Concurrence was received from both Eschelon and Qwest parties. Questions were raised by Russ Urevig, Qwest regarding applicability to -Resale- markets. Eschelon provided clarifications. Harriett Berry (Qwest) will review CR will representatives not in attendance.
Confirm Areas & Products Impacted {read from change request, modify if needed} Harriett Berry, Qwest confirmed selected -Products Impacted,- as appropriate for the CR.
Confirm Right Personnel Involved {ensure the Qwest Product SMEs can fully answer the CLEC request. Confirm whether anyone else within Qwest has been involved with this issue, or whether we need to bring anyone else in} Harriett Berry, Qwest identified the following Qwest personnel to assist in providing a response to Eschelon: - Qwest CLEC Migration Team
Identify/Confirm CLEC’s Expectation {Identify specific deliverables from CLEC- what does Qwest have to do in order to close this CR? (in measurable terms i.e. provide a documented process, change a process to include training etc)} Eschelon is expecting a response from Qwest identifying: (1) current procedures used to meet the needs of the CR (and any required modifications, as feasible); (2) identification of any factors (i.e., regulatory, etc.) that may preclude procedure modifications to meet the CR -Description of Change-; and (3) approximate time table for procedural changes, as applicable.
Identify any Dependent Systems Change Requests {Note any connected CRs and the potential impacts}
Eschelon did not identify any dependent CRs associated with the subject CR.
Establish Action Plan (Resolution Time Frame) {state action required, who will be responsible and by when} Qwest will internally discuss CR with all supporting SME staff to determine time frame for response to Eschelon. Discussions to occur on 24 September 2001 (afternoon).
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CenturyLink Response |
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Qwest Wholesale Product Marketing October 31, 2001 Kathy Stichter ILEC Relations Manager Eschelon Telecom Inc. This letter is in response to the following CLEC Change Request Forms #PCCR083001-1 and pertains to allowing customers to move and change local service providers at the same time. Qwest has evaluated the subject Change Request (CR) and has determined the following: 1) Eschelon is correct in their assessment of the Qwest service order procedure for customers that physically change address and desire a new local service carrier for Centrex, Resale and UNE-P products. The current process does require two service orders to accomplish an end user move and migration. 2) We propose combining the two step process so that only one order is issued to concurrently change both customer address and Local Service Provider. The Local Service Request (LSR) would be issued with Activity Type V (for conversion) with the EUMI (End User Move Indicator) populated with Y. Since Qwest does not currently utilize the EUMI field, an Interconnect Mediated Access (IMA) System software upgrade will be required to implement that field. 3) Qwest is initiating an internal change for the IMA System software upgrade. This change will be managed under the CMP Systems Change Request SCR101901-1. 4) The following manual interim process will be in effect until SCR101901-1 is implemented: - The co-provider will only need to submit a single LSR for service orders to “change the end user’s provider and move at the same time.” - This process has been designed specifically for the following: 1) an end user move, change of co-provider, same telephone number, and keeping same product; and 2) end user move, change of co-provider, same telephone number, change product (within same product family only). - The manual process will require the LSR to contain ACT of V (for conversion as specified), Manual Indicator of Y, and then remarks to provide information regarding the end user move. - Note that this is a new process in addition to existing processes for porting in and conversion (product conversions, moves, etc.). This process is also for end user conversion and move at the same time and does not include the addition of new lines. Should you have any questions regarding this response please contact Peter Wirth, CR Project Manager at (303) 294-1642. He can coordinate any follow-up meetings, if necessary, to discuss this response.
Sincerely, Harriett Berry Qwest CLEC Migration Team
-- MIGRATION/END USER MOVE INTERIM MANUAL PROCESS Issue one LSR to migrate and move the end user ACT Type = V Manual Indicator = Y Remarks = Include end user move information including new address
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Information Current as of 1/11/2021