Wholesale: Products & Services

Open Product/Process CR PC100101-2 Detail

Description Of Change

Project Meetings

Introduction of Attendees Kathy Stichter Eschelon Monica Manning Qwest Cheryl McMahon Qwest Kit Thomte Qwest

Kit identified the participants on the call as shown above. Review Requested (Description of) Change {review long description from change request, confirm with all parties there is agreement on the change requested} Reviewed the information contained on the CR and shared information that Kathy Stichter provided. The CR description asks Qwest to implement a process for CLECs concerning how they would get Feature Verification on CSRs (Customer Service Record) when IMA or CEMR does not give information. Currently Qwest has a process for Large CSRs but not all failures are for large CSRs.

Confirm Areas & Products Impacted {read from change request, modify if needed} Centrex, Resale and UNE P are the impacted products.

Confirm Right Personnel Involved {ensure the Qwest SME 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} Monica Manning from Wholesale will address IMA Cheryl McMahon from Repair will address CEMR Dan Busetti did not participate but the CR did not appear to have system ramifications

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 would like a documented process explaining what they need to do when the information is not available. Monica indicated there are very specific messages for example 161error message BOSS CARS records were not available. In this instance the CLEC should contact the call center. In the case of connectivity issues they would call the help desk??? Kathy inquired if the process being discussed matched the process used for large CSRs Monica indicated that a communication should have been sent to the CLECs explaining the process. Monica would locate the communication associated with IMA. Cheryl McMahon will check out the CEMR process.

Identify any Dependent Systems Change Requests {Note any connected CRs and the potential impacts} Monica indicated that Mark Routh is having a call 10-9 regarding feature verification. Monica will let us know if they are related.

Establish Action Plan (Resolution Time Frame) {state action required, who will be responsible and by when}

CenturyLink Response

Kathleen Stichter ILEC Relations Manager Eschelon Telecom, Inc

This letter is being sent in response to CLEC Change Request Form # PC100101-2. PC100101-2 pertains to a request for a Feature Verification process for CSRs not available through IMA or CEMR. This response addresses the IMA and CEMR processes for Feature Verification on Small CSRs, when the CSR is not available. It also addresses the interval for Feature Verification for retail customers

IMA Process:

? If a CLEC attempts Feature Verification for a Small CSR (50 pages or less) in IMA and the CSR is unavailable, they may receive one of the following error messages: “Received Error From FNSGateway ResDup Account List: E105”, “Received Error From FNSGateway ResDup Account List: E106”, “Cannot Connect to April”. When one of these error messages is received, CLECs may submit their requests for Feature Verification via a new process for Small CSR Feature Verification. Unless significant issues are raised by the CLECs which are being resolved by the parties, the new process will take effect on December 17, 2001.

? When an IMA request for Small CSR Feature Verification is unsuccessful because the CSR is unavailable, CLECs will submit their requests to a designated e-mail address or fax number in the Interconnect Service Center. The request should be submitted to the Interconnect Service Center that normally processes the CLEC’s LSRs. The telephone number and state of the CSR being verified must be included in the request.

? The appropriate e-mail addresses and fax numbers for Small CSR Feature Verification follow: Denver Center – e-mail: kwalden@qwest.com; fax number (303) 383-7197, Minneapolis Center – e-mail: lahend1@qwest.com, rdrier@qwest.com, gfinnem@qwest.com or cranta@qwest.com; fax number (612) 663-0502.

? The commitment interval for completing and responding to Feature Verification requests for Small CSRs will be determined either by the number of pages in the CSR or individual negotiation. The standard interval for a CSR with 50 pages or less is 1-3 business days. During peak periods, it may be necessary to individually negotiate the commitment interval for a Feature Verification request.

? When the Feature Verification process is complete, the center Service Delivery Consultant will send an e-mail or fax response (determined by how the request was sent) to the CLEC. The Feature Verification response will include the verification process findings and a description of any corrective action taken.

Questions regarding IMA Feature Verification should be directed to the Interconnect Service Center at 1 888 796-9087.

CEMR Process:

? Feature Verification failures not related to service orders or occurring past the 72-hour order completion timeframe should be referred to the Repair Center via e-mail. The Repair Center e-mail address for Feature Verification requests is cemrfv@qwest.com. The Feature Verification request e-mail should include the telephone number and feature to be verified and the CEMR error message received.

? Requests for 3 or less Feature Verifications received Monday through Saturday from 6:00 a.m. until 6:00 p.m. will receive a response within 4 hours.

? Requests of 4 or more Feature Verifications will receive a response within 24-72 hours of the request.

? Requests received after 6:00 p.m. and before 6:00 a.m. Monday through Friday will be processed the following day using the guidelines based on the size of the request.

? Requests received after 6:00 p.m. Saturday and all day Sunday will be processed the following Monday and will follow the guidelines based on the size of the request.

To further assist the CLECs, the CEMR User Guide will be updated during December to include Feature Verification error messages (e.g., unable to retrieve switch data) and next step instructions to follow when an error is received in CEMR for Feature Verification.

Additionally Qwest was asked to provide the Qwest retail interval for Feature Verification. Automated feature verification is not available to retail customers. A retail customer notifies the repair center to initiate a repair ticket for feature troubles.

Sincerely, Monica Manning IMA Process Specialist

Cheryl McMahon Senior Process Analyst