Wholesale: Products & Services

Open Product/Process CR PC090314-1CM Detail

Description Of Change

When Qwest initiated Change request PC100610-1CM in 2010, the discussion indicated that CenturyLink would revisit changing the WSHD hours after a period of time. After further study, the WSHD volume of calls has continued to be very low during the last hour.

10-7-14 UPDATE Though CenturyLink would still like to remove the WSHD hours from Section 12.7 of the CMP document, CenturyLink is retracting that language change from this CR based on CLEC feedback during the September CMP when the CR was presented. [delete CenturyLink would also like to remove the WSHD hours of operation from Section 12.7 of the Change Management Process document. Instead of continuing to publish the WSHD hours of operation in the CMP document, CenturyLink is proposing the CMP document be revised to refer to the WSHD hours of operation in the Customer Contact PCAT. This will avoid out of synch conditions when the hours are on multiple pages on the web. Going forward, any future proposed changes to the WSHD hours of operation would continue to be subject to the appropriate CMP process. end delete]

See attached redline of the CMP document for the proposed changes.

REVISED Section 12.7 AS OF 10-7-14:

12.7 Notification Intervals

CenturyLink will distribute notifications during the WSHD normal hours of operation (Monday-Friday 6:00 a.m. - [INSERT 7:00] [DELETE 8:00] p.m. (MT) and Saturday 7:00 a.m. - [INSERT 2:00] [DELETE 3:00] p.m. MT). CenturyLink will continue to work severity 1 problems outside of the WSHD hours of operation, and will communicate with the CLEC(s) as needed. A severity 2 problem may be worked outside the WSHD normal hours of operation on a case-by-case basis.

Notification Intervals are based on the severity level of the ticket, the ticket’s Disposition code (e.g., Initial, Update, Closure, etc.), and status changes.

The chart below indicates the response intervals a CLEC can expect to receive after reporting a trouble ticket to the WSHD. Beginning with the issue’s immediate acceptance as multi-CLEC impacting issue, CenturyLink will create and distribute the Initial notification.

Original REDLINE CHANGES TO CMP DOC

12.7 Notification Intervals

CenturyLink will distribute notifications during the WSHD normal hours of operation. [DELETE(Monday-Friday 6:00 a.m. - 8:00 p.m. (MT) and Saturday 7:00 a.m. - 3:00 p.m. MT).] CenturyLink will continue to work severity 1 problems outside of the WSHD hours of operation, and will communicate with the CLEC(s) as needed. A severity 2 problem may be worked outside the WSHD normal hours of operation on a case-by-case basis. [ADD For information in regard to WSHD hours, refer to the CenturyLink Customer Contact Business Procedure available at http://www.centurylink.com/wholesale/clecs/customercontacts.html. ]

Notification Intervals are based on the severity level of the ticket, the ticket’s Disposition code (e.g., Initial, Update, Closure, etc.), and status changes.

The chart below indicates the response intervals a CLEC can expect to receive after reporting a trouble ticket to the WSHD. Beginning with the issue’s immediate acceptance as multi-CLEC impacting issue, CenturyLink will create and distribute the Initial notification.

Project Meetings

11/19/14 Product/Process CMP Meeting Mark Coyne– CenturyLink said that in the October 15, 2014 CMP monthly meeting, the vote was conducted on the planned reduction in the WSHD hours of operation and that vote was unanimous. Mid October, CenturyLink sent a Level 3 notice to update the WSHD hours in the Customer Contact Business Procedure and on the CenturyLink website with an effective date of November 18, 2014. In addition, CenturyLink sent a level 1 notice to update Section 12.7 of the CMP Document and to also include some additional HELP TEXT updates in the CORA and CEMR-GUI where WSHD hours were listed. Mark said all updates were made with the effective date of November 18, 2014. On that date, the CR was moved to CLEC Test. Mark asked if it was OK to move the CR to a Completed status.

Kim Isaacs – Integra requested the CR be held open another month.

Mark Coyne – CenturyLink said that would be fine.

10/15/14 Product/Process CMP Meeting Mark Coyne– CenturyLink said the CR had been presented in the September CMP monthly meeting. The original CR proposed changing the Wholesale Systems Help Desk (WSHD) hours as well as removing the WSHD hours from the CMP document and replacing them with a link to the Customer Contact business procedure. Mark said based on discussion in the September CMP meeting where Integra indicated they would vote “no” on the proposed change to remove the WSHD hours from the CMP document, CenturyLink revised the CR to remove that proposed change. Mark relayed a vote notification had been distributed with the following proposed change:

SECTION of CMP Document - 12.7 Notification Intervals CenturyLink will distribute notifications during the WSHD normal hours of operation (Monday-Friday 6:00 a.m. - 78:00 p.m. (MT) and Saturday 7:00 a.m. - 23:00 p.m. MT).

Susan Lorence – CenturyLink identified Section 17.0 of the CMP document provided the instructions on how to conduct a CMP Vote. The key points of the CMP voting process are: each carrier is entitled to a single vote regardless of any affiliates, quorum must be established, an email vote for a carrier not at the meeting counts toward quorum, and a change to the CMP document requires a unanimous vote. Susan said quorum was based on 62.5% of the average CLEC and CenturyLink attendance at the last six monthly CMP meetings, April 2014 through September 2014. The average CLEC and CenturyLink attendees during this period was ten so the quorum for today’s vote meeting would be six which had been met. Susan then reviewed the votes that had been received via email and then asked those carriers on the call to provide their vote: The results are listed in the table:

Voting Carrier Voting Participant VOTE Ednetics, Inc. Susan Pharis (by email) YES Comcast Randee Ryan (by email) ABSTAIN Midcontinent Communications Emily Davis (by email) YES AT&T Frank Behnke (by phone) YES Granite Lisa Lynn (by phone) YES Integra Kim Isaacs (by phone) YES Sprint Jeff Sonnier (by phone) YES CenturyLink Mark Coyne (by phone) YES

With the unanimous vote of Yes to update the CMP document, Susan proposed that the CMP document be updated with a level 1 notification that would become effective on the same date as the level 3 notification that would be sent to update the Customer Contact business procedure with the revised WSHD hours.

Kim Isaacs – Integra asked if the updates to the CMP document would be held?

Susan Lorence – CenturyLink said yes so the CMP document update and the Customer Contact business procedure would remain in synch.

Kim Isaacs – Integra said she did not have any issue with that approach.

Susan Lorence – CenturyLink thanked everyone and said the CMP vote notification would be sent this week.

9/17/14 Product/Process CMP Meeting Joni Kelly – CenturyLink presented the new CR to update the CMP document related to the Wholesale System Help Desk (WSHD). Joni covered the reason why she was requesting the last hour of the day be cut back and reviewed data for a study she conducted from June 2013 through May 2014. Joni said she had also looked at the WSHD call data for the months of June 2014 through August 2014 and said no calls had been received during the last hour she was requesting the cutback.

Kim Isaacs – Integra asked if the WSHD personnel only had to take inbound calls. She asked if the WSHD could not be performing other jobs during that time.

Joni Kelly – CenturyLink said they could but during that window, there was no work for them and that she had looked at it.

Mark Coyne – CenturyLink asked if there were any more questions on the WSHD change in hours. There were none. He then provided why the request was being made to remove the hours from Section 12.7 of the CMP document indicating that it would make the CMP document consistent with how other Customer facing Center hours are changed per CMP. Mark said changes to other center hours are not specified in the CMP but are handled as a level 3 change in process under Section 5.4.4. Mark said CenturyLink would like to remove the hours and add a link to the Customer Contact PCAT where the hours are currently listed today.

Kim Isaacs – Integra said system support is vital. She said she would vote “No” to removing the hours from the CMP document since that would allow CenturyLink to change the hours further going forward. Kim said she wanted a say to any decrease in hours.

Mark Coyne – CenturyLink said that input could be provided via the level 3 CMP notice.

Kim Isaacs – Integra said a vote is not required with a level 3 notice. She can object to the change and CenturyLink can implement over a CLEC objection.

Mark Coyne – CenturyLink asked if there were others that wanted to provide input. There were none. Mark said he did not think an ad hoc call was required and that we would follow Section 2.1 which requires a unanimous vote which will be taken at the next CMP meeting on October 15. Mark said a mailout will be sent soon to identify that the vote will be taken at the October meeting and will include the voting instructions.

Liz Tierney – MegaPath asked if the hours are changed and there are issues, could they be reversed.

Joni Kelly – CenturyLink then relayed the after hours support process. She said once the WSHD closes, a CLEC can still call and will get a message that says the WSHD is closed. Joni said the customer can leave a message; the customer will receive a call back from WSHD personnel within 15 minutes to determine what the issue is and it will follow the ticket process.

Liz Tierney – MegaPath said that was helpful.

Susan Lorence – CenturyLink asked if that process was the same process as today.

Joni Kelly – CenturyLink said that is the same process as today and that she receives very few call-outs after hours.

Mark Coyne – CenturyLink said we would review the discussion and decide next steps based on the comment from Integra.