Open Product/Process CR PC100101-4 Detail |
| Title: Developed, documented, trained and adhered to process to make sure that customer’s old VM boxes are removed when a customer leaves Qwest for a CLEC. | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
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| PC100101-4 |
Completed 3/20/2002 |
Repair | Centrex, Resale, Unbundled Loop, UNE-P | |||
| Originator: Stichter, Kathy |
| Originator Company Name: Eschelon |
| Owner: Van Dusen, Janean |
| Director: |
| CR PM: |
Description Of Change |
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When a customer leaves Qwest to order service with a CLEC and the customer had Qwest VM, Qwest does not consistently remove the customer’s old VM box. This causes the end user to experience trouble. Incoming calls to the end user could be routed to the old VM box that the end user no longer recognizes. When incoming callers leave messages in an old VM box the end user never gets the messages because they do not know to check the old box. Then the messages that are left and not deleted cause, what the end user identifies as, a constant stutter dial tone. The end user calls Eschelon believing the problem is with the Eschelon provided VM. Qwest is often unable to find the old VM box to tear it down because the Qwest CSR no longer exists. It sometimes takes weeks to get an old Qwest VM box removed, inconveniencing the end user. Eschelon asks Qwest to establish and provide a documented, trained and adhered to effective process to make sure customers’ old VM boxes are removed when a customer leaves Qwest for a CLEC.
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| Date | Action | Description |
| 9/30/2001 | CR received by Kathy Stichter of Eschelon | |
| 10/1/2001 | CR status changed to Submitted | |
| 10/1/2001 | Updated CR sent to Kathy Stichter of Eschelon and Steve Sheahan of Qwest | |
| 10/10/2001 | Clarification Meeting Scheduled for October 15, 2001 with Eschelon | |
| 10/15/2001 | Held Clarification Meeting with Eschelon | |
| 10/15/2001 | MCC Issued titled "VOICE MESSAGING-BUS/RES (BVMS/VMS)", asking to check for associated Call Forwarding features when removing Qwest Voice Messaging on a conversion to Resale | |
| 10/16/2001 | Qwest Draft response posted to database. | |
| 10/17/2001 | CMP Meeting - Clarification Conducted with CLEC Community, "Current Status" changed to Evaluation. | |
| 10/31/2001 | Issued draft response dated 10/31/01 to Eschelon. | |
| 11/14/2001 | CMP Meeting - Qwest presented its response. Eschelon stated that when call forward numbers are changed correctly, the Qwest voice-mailbox does not come down and interferes with call forwarding. Qwest advised that the response does not address this issue. It was recommended that another clarification meeting be held with Eschelon. | |
| 11/19/2001 | Eschelon representative on vacation from 11/19-11/23 unavailable for clarification call | |
| 12/3/2001 | Second clarification call held (earliest available time slot) | |
| 12/12/2001 | CMP Meeting: Janean Van Dusen (Qwest) gave a status update. Revised response will be presented in January. Status remains in Presented. | |
| 12/14/2001 | Qwest asked Eschelon for some recent examples of when the voice mailbox had not been removed correctly | |
| 12/17/2001 | Reply e-mail from Eschelon, they will obtain examples | |
| 12/19/2001 | An internal systems change request was created to ensure associated features are removed when a voice mail box is removed. Target implementation is early April 2002. | |
| 1/3/2002 | E-mail from Qwest asking for examples | |
| 1/8/2002 | Called Eschelon and discussed the need for an example(s) with Kathy. | |
| 1/10/2002 | Action Item # 1 opened in response to E-mail from Eschelon asking for process example | |
| 1/16/2002 | January CMP meeting. Qwest explained the process and system fixes they are implementing to help correct this problem. However, to get to the root cause Qwest needs examples from the CLECs. CLECs agreed to provide examples when this issue occurs again. CR status changed to "Development" | |
| 2/7/2002 | Action Item # 1 (response to E-mail from Eschelon asking for process example) moved to pending closure | |
| 2/20/2002 | February CMP meeting: Action item # 1 presented and closed. CLECs had no new examples to examine. General agreement obtained from CLECs to move this CR to CLEC Test and reevaluate at the March CMP meeting. CR Status changed to "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 | |
| 3/1/2002 | Formal response dated 02/22/02 issued to CLECs. Notification number: CMPR.03.01.02.F.01233.CR_Responses | |
| 3/4/2002 | Formal response dated 02/22/02 posted to the CMP database | |
| 3/4/2002 | Formal response dated 02/22/02 posted to web in the Product & Process Interactive report URL: http://qwest.com/wholesale/cmp/changerequest.html | |
| 3/20/2002 | CMP Meeting - It was agreed that the CR could be closed, 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. | |
| 4/17/2002 | CR Open/Closed status changed to closed and inactive and checked for Archive 2002 |
Project Meetings |
| 01/10/02 E-mail from Eschelon asking for process example Subject: FW: FW: PC100101-4 Examples Date: Thu, 10 Jan 2002 11:06:02 -0600 From: "Stichter, Kathleen L."
01/03/02 E-mail from Qwest asking for examples Subject: Re: FW: PC100101-4 Examples Date: Thu, 03 Jan 2002 10:28:55 -0700 From: Todd Mead
12/17/01 Reply e-mail from Eschelon Subject: FW: PC100101-4 Examples Date: Mon, 17 Dec 2001 08:01:15 -0600 From: "Stichter, Kathleen L."
12/14/01 E-mail from Qwest, requesting examples from Eschelon Sent: Friday, December 14, 2001 5:29 PM To: Kathleen Stichter Subject: PC100101-4 Examples Kathy, We are having some difficulty identifying the process gaps that are causing the problem identified in your CR. It would be extremely helpful to get some examples from Eschelon. Either a previous example of this problem or ideally, one that you are currently attempting to get resolved. Any help would be appreciated. Thanks Todd
3:00 p.m. (MDT) / Monday 3rd December 2001 Clarification Meeting Kathy Stichter / Eschelon Chris Frederiksen / Eschelon Mallory Paxton / Qwest Janean Van Dusen / Qwest Todd Mead / Qwest Review Requested (Description of) Change Area Impacted - Repair Products - Centrex, Resale, Unbundled Loop, UNE-P Confirm Right Personnel Involved - Potential network involvement required, Janean will coordinate Identify/Confirm CLEC’s Expectation - Eschelon would like to see the process (either new or existing), that outlines exactly how old Voice Mail boxes are removed when a customer leaves Qwest for a CLEC. The process should include the Qwest contact information in the event of a VM box not being removed. Action Plan - After internal research, Qwest will supply a status at the December CMP meeting giving a timeframe for a revised response.
1:00 p.m. (MDT) / Monday, Oct 15th, 2001 Alignment/Clarification Meeting Conference Call 1-877-847-0338 PC7826706 # PCCR100101-4 Kathleen Stichter, klstichter@eschelon.com, Eschelon Telecom Mallory Paxton, mpaxton@qwest.com, Qwest Janean Van Dusen, jvandus@qwest.com, Qwest Michael Belt, mbelt@qwest.com, Qwest Introduction of Attendees Kathy, Janean, Mallory, Michael Review Requested (Description of) Change Developed, documented, trained and adhered to process to make sure that customer’s old VM boxes are removed when a customer leaves Qwest for a CLEC. Confirm Areas & Products Impacted Area: Repair Products: Resale - Janean Van Dusen Confirm Right Personnel Involved Products: Resale - Janean Van Dusen Identify/Confirm CLEC’s Expectation The customer's CR requested a process to make sure customers VM boxes are removed on conversion of an end user from retail to resale. Identify any Dependent Systems Change Requests N/A Establish Action Plan (Resolution Time Frame) Janean VanDusen to provide response by 10/17/01
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CenturyLink Response |
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February 22, 2002 Kathleen Stichter ILEC Relations Manager Eschelon Telecom SUBJECT: Qwest’s Change Request Response - CR # PC100101-4 Developed, documented, trained and adhered to process to make sure that customer’s old VM boxes are removed when a customer leaves Qwest for a CLEC. REQUEST: When a customer leaves Qwest to order service with a CLEC and the customer had Qwest VM, Qwest does not consistently remove the customer’s old VM box. This causes the end user to experience trouble. Incoming calls to the end user could be routed to the old VM box that the end user no longer recognizes. When incoming callers leave messages in an old VM box the end user never gets the messages because they do not know to check the old box. Then the messages that are left and not deleted cause, what the end user identifies as, a constant stutter dial tone. The end user calls Eschelon believing the problem is with the Eschelon provided VM. Qwest is often unable to find the old VM box to tear it down because the Qwest CSR no longer exists. It sometimes takes weeks to get an old Qwest VM box removed, inconveniencing the end user. Eschelon asks Qwest to establish and provide a documented, trained and adhered to effective process to make sure customers’ old VM boxes are removed when a customer leaves Qwest for a CLEC. RESPONSE: Since mid-December 2001, Qwest have been asking CLECs for recent examples of Qwest not removing the customer’s old Voicemail box. However, CLECs have yet to experience any reoccurrence of this problem. Qwest communicated the process for adding, changing or disconnecting voice mailboxes to the CLEC community on January 29, 2002. Qwest believes that with the distribution of this documented process and on-going monitoring, this CR can be closed. Sincerely, Janean Van Dusen Product Manager Qwest Cc: Bill Campbell, Director Product Management, Qwest Mallory Paxton, Senior Process Analyst, Qwest
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Information Current as of 1/11/2021