Wholesale: Products & Services

Open Product/Process CR PC100101-3 Detail

Description Of Change

Project Meetings

Introduction of Attendees Kathy Stichter Eschelon Joan Wells Qwest Kit Thomte Qwest

Introduced attendees as mentioned above Review Requested (Description of) Change {review long description from change request, confirm with all parties there is agreement on the change requested} Kathy provided a history of why this CR had been submitted. Jeff Thompson recommended that this be submitted as a process CR because it is an order writing issue.

Confirm Areas & Products Impacted {read from change request, modify if needed}

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} Joan Wells is the person that deals with this subject.

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)}

Kathy indicated that the problem really comes from the orders being routed to the wrong center. As a result they end up being worked incorrectly. Joan indicated that MCC’s have been sent out regarding the process associated with how these requests should be routed. Long term the use of NPI should resolve the routing issues. Bonnie inquired if Joan could include in her request, that if manual handling is not indicated on the order could the NPI field be used to route the order rather than the manual handling.

Identify any Dependent Systems Change Requests {Note any connected CRs and the potential impacts} Another CR exists that is addressing the NPI field. Kit will get w Kate Spry to coordinate between these two CRs. Establish Action Plan (Resolution Time Frame) {state action required, who will be responsible and by when}

CenturyLink Response

Ms. Kathleen Stichter Eschelon Telecom

This letter is in response to Change Request Form, PCCR100101-3 - Qwest to issue orders for Port In and Port Within Correctly, dated 09/30/2001. Description of Change: When orders including Port In and Port Within are issued, they cause significant service affecting problems, up to and including customers out of service for several days. Eschelon asks Qwest to establish and provide a documented, trained and adhered to process to ensure orders are issued correctly for Port In and Port Within situations.

Definitions of Activity: * Port In activity includes all service requests in which the end user is currently being served by another Network Service Provider and the end user does not currently reside in a Qwest switch. Qwest has received a Local Service Request to Port the end user into the Qwest switch. Current Wholesale activity includes Port In to Qwest Resell Services. * Port Within (Location Portability) is the ability of end users to retain the same telephone number when moving from one service location, to another area that is served by different central offices within the same Rate Center and in some locations, within NPA and municipal boundaries. The end user is currently being served by Qwest as the network Service Provider and resides in a Qwest switch.

Items of concern: 1) End User customers out of service for several days. * Port In service order requests are handled the same way as regular Resale New Connects. Dial tone is verified up to the Network Interface prior to completion. However, successful completion of the port often depends upon the disconnect of the switch translation’s that are currently being provided by the old Network Service Provider. Qwest currently processes the incoming request with a default frame due time of 12pm unless otherwise indicated by the Reseller. This helps to ensure that Qwest programming is completed prior to the disconnect of the old Network Service Provider, which Qwest requests to take place at 5pm. If translation’s are not removed from the old Network Service Provider’s switch, intra-office calls may be affected. Qwest has no way to determine if the old Network Service Provider as completed their piece of this process. * Port Within orders are handled the same way as regular Resale T&F orders. Dial tone is verified up to the Network interface, with a disconnect occurring at the old location in conjunction with installation at the new location. Inside wiring is generally the responsibility of the Resale Provider. * Qwest has an escalation process currently in place. The Clec/Reseller may contact the Interconnect Call Center at 800 796-9087 for support and open up an escalation ticket up to 48 hours after the port due date should a problem occur. * If requested, Qwest will do a root cause analysis on problem as they occur for continued process improvement.

2) Eschelon asks Qwest to establish and provide a documented, trained and adhered to process to ensure orders are issued correctly for Port In and Port Within situations. Qwest confirms that the Port In and Port Within processes are documented internally for those Qwest employees that process service order requests associated with this type of activity. This process is however, a manual process in which service orders requests must be screened and routed to the correct Interconnect Center. Qwest has also issued 2 internal communicators as a reminder of the current process for handling Port In and Port Within service requests. The first dated 09-04-01 is titled "Processing LSR requests when the manual Handling filed has an entry of "Y", along with an entry in the Remark field". The second, dated 10-26-01, titled "Correct processing of LSR Requests when manual handling "Y", has been entered, along with a Remark entry requesting a Port In or Port Within".

The Centers are continuing to do Root Cause analysis on problem orders (via the Quality Team), with direct feedback to the Center employees involved as needed. Qwest has also issued a request to have a system update done. Qwest will, with the correct use of the NPI field that currently appears on the Resale form, automatically route Port In and Port Within service order requests to the correct Interconnect Center for proper provisioning. This request was a result of PCCR100101-1.

After CLEC review, Qwest would like to request that this CR be closed, with further follow-up to take place in conjunction with PCCR100101-1.

Sincerely, Joan Wells LNP Process Manager