Wholesale: Products & Services

Open Product/Process CR PC100909-1CM Detail

Description Of Change

Project Meetings

Mark Coyne-Qwest requested that we close this CR. He relayed that a Level 2 notice was distributed 12/1/09 with an effective date of 12/22/09. The level 1 notice associated with the CMP document update was sent 12/22/09 with the same effective date. There were no objections to closing the CR.

12/16/09 ProdProc CMP Meeting

Mark Coyne-Qwest said that the CMP vote was originally scheduled for the November CMP meeting but due to discussion was delayed. On 12/01/09, Qwest received unanimous approval to accept the proposed changes. The results of the vote were sent 12/3/09 via a CMP notice. A Level 2 notice was distributed 12/1/09 to update the Expedites and Escalations business procedure with a planned effective date of 12/22/09. Mark said Qwest will be submitting a level 1 notice to update the CMP document associated with the 12/22/09 effective date.

11/18/09 ProdProc CMP Meeting

Mark Coyne-Qwest said this CR was presented in the October meeting and during the meeting, we asked for comments on the redline to move forward on the vote. A vote notification went out approximately advising that a vote in the November CMP meeting. Integra provided revisions to the redline that need to be reviewed before a vote can be conducted and are posted to the Wholesale calendar. Mark said based on discussion today, we can determine how to move forward.

The 1st item discussed was the change Integra submitted associated with notifying ‘All Call Handling Centers’. Mark said there is only one call center.

Bonnie Johnson-Integra said that Qwest may have to engage repair, systems etc. She said she is willing to change it from all to appropriate.

Mark Coyne-Qwest said impacted or appropriate call center will work.

Janean Van Dusen-Qwest said they are not called call centers. She said provisioning centers don’t take calls and would not be appropriate.

Bonnie Johnson-Integra asked if a parenthetical could be added that says, for example, repair or provisioning.

Janean Van Dusen-Qwest asked if there was a reason to identify those centers because this is business as usual.

Bonnie Johnson-Integra asked why Qwest removed this information.

Janean Van Dusen-Qwest said it was removed because there is only one call handling center and they are the ones that forward it to the process specialist and there is no reply back. The process specialist notifies all appropriate centers of the reported trouble and current status. Bonnie Johnson-Integra said it could be changed to say that the process specialist will notify all impacted or appropriate centers of the reported trouble.

Janean Van Dusen-Qwest said that was acceptable.

Julia Redman-Carter-PAETEC said Qwest (11/30/09 – Comments to minutes received from PAETEC in BOLD) PROPOSED STATEMENT INCLUDED appropriate centers and contacts and asked if centers imply contacts.

Janean Van Dusen-Qwest said yes, and that this is business as usual for Qwest internally. She said we work and notify the appropriate center and is all encompassing.

Mark Coyne-Qwest said Qwest prefers to leave it as center and is more appropriate than contact.

Bonnie Johnson-Integra said that call center would include contact.

Janean Van Dusen-Qwest agreed.

Mark Coyne-Qwest asked if there was consensus that the document will say – ‘The process specialist will notify all appropriate centers of the reported trouble and current status’.

Integra and PAETEC agreed with this change.

Mark Coyne-Qwest said the 2nd item to be discussed was the elimination of the word agent. Mark said tier 1 agent was removed because of the rollup of the tier 1 and 2 groups of people that will be used at tier 1 which could include the CSIE representatives, coaches, process specialists and team leaders. Qwest took agent out because that is no longer applicable to those at tier 1 handling the request.

Bonnie Johnson-Integra asked if we could use personnel or representatives.

Mark Coyne-Qwest said we could use personnel or representatives and asked Janean for her input.

Janean Van Dusen-Qwest said representative was more appropriate.

Bonnie Johnson-Integra said representative would be added to the redline to replace agent and could be plural.

Janean Van Dusen-Qwest referred to the 2nd paragraph in section 12.8.2. She said based on the discussion today, the sentence will read ‘Tier 1 will advise the appropriate centers, other appropriate Tier 1 representatives and applicable Service Managers (Tier 2)’.

Mark Coyne-Qwest said that the redline will be updated to include appropriate before center.

Janean Van Dusen-Qwest referred to the 1st paragraph where center coaches, team leads and process specialist was removed and asked Integra if this implied that they were going to call the team leads, coaches, etc. to open a ticket.

Bonnie Johnson-Integra said no, what they were trying to achieve is to ensure that because you are eliminating tier 2, this will now occur at tier 1.

Janean Van Dusen-Qwest said she understood that but we don’t want it to read that team leads, coaches etc. have the ability to open tickets because they don’t.

Bonnie Johnson-Integra said that wasn’t Integra’s intent.

Susan Lorence-Qwest said that is why we added that in the 1st paragraph to not give the impression that was part of tier 1 because they won’t actually be answering the phone.

Bonnie Johnson-Integra said she doesn’t read it that way but tier 1does include that group of people.

Mark Coyne-Qwest suggested that in the 1st paragraph, we add in parenthesis Tier 1 (CSIE) will open a call center database ticket for all reported trouble.

Bonnie Johnson-Integra said adding CSIE behind tier 1 would be fine.

Janean Van Dusen-Qwest agreed with the change.

Susan Lorence-Qwest said we will keep CSIE and could we say with support of center coaches, team etc.

Bonnie Johnson-Integra said you are removing tier 2 and putting everything from tier 2 into tier 1.

Janean Van Dusen-Qwest said this is what happens today and tier 1 was going to tier 2 anyway.

Bonnie Johnson-Integra said she understands how Qwest is operating today and is not trying to change that. Bonnie said if you are eliminating tier 2 and putting it all under tier 1 it should be noted. Bonnie said it doesn’t say anywhere in the tier what the process is for calling, it just identifies the personnel.

Janean Van Dusen-Qwest said if we were going to do that there are a lot more people listed in tier 1.

Bonnie Johnson-Integra said she doesn’t see a need to put anymore but doesn’t want to include any less.

Julia Redman-Carter said if the center coaches, team leads, etc. aren’t the same people at tier 1, then we do want to list them because (11/30/09 – Comments to minutes received from PAETEC in BOLD) OTHERWISE we are narrowing the scope.

Janean Van Dusen-Qwest said the team leads, coaches etc are the same and when the call comes in to tier1 and before it ever went to tier 2 under the old structure, the CSIE rep would already be going to team leads and coaches to get assistance on the tier 1 ticket.

Julia Redman-Carter said with that said, Mark’s suggestion of inserting after CSIE (all calls direct) would be clear because tier 1 does comprise everything in tier 1, 2 because it’s done behind the scenes. Julia said with Mark’s clarification of calling the coaches separately is just a clarification and they are all part of tier 1.

Janean Van Dusen-Qwest said she didn’t disagree but didn’t want a new CLEC looking at the document and have them think that when they call tier 1, they can call directly to a team lead, coach, etc to open a ticket.

Bonnie Johnson-Integra said that a new CLEC has never been able to call directly to them.

Kim Isaacs-Integra ASKED IF the option of asking to speak to a coach or have a coach on line is something that is still available to them. She said they are going to overload their service managers and need to know that we would be loading the service manager down when things could have been resolved.

Susan Lorence-Qwest referred to the 1st bullet tier 1 and proposed language which includes CSIE center coaches, team leads etc.

Julia Redman-Carter said if you do that it appears that they can call in directly.

Susan Lorence-Qwest said the primary number is a tier 1 number.

Bonnie Johnson-Integra said that she doesn’t understand the concern because the process for calling the CSIE is outlined in the PCAT and it gives a number

Janean Van Dusen-Qwest said she has received direct calls from CLECs and said she can’t open tickets.

Bonnie Johnson-Integra asked what you did

Janean Van Dusen-Qwest said she called the CSIE to open a ticket.

Bonnie Johnson-Integra said she didn’t think that this language will drive that behavior and is not their intent.

Mark Coyne-Qwest asked if we’ve agreed to add anything to the 1st paragraph or the tier 1 bullet.

Bonnie Johnson-Integra said they are willing to add tier 1 (CSIE).

Mark Coyne-Qwest said we will update the redline document based on the discussion today and send out a notification for the vote.

10/21/09 ProdProc CMP Meeting

Janean Van Dusen-Qwest said due to reduced call volumes into the CSIE for Tier 2 escalations and a desire to increase the responsibility of Call Center personnel as described in the CMP document, Qwest is proposing changes to section 12.8. The redlined document is attached. Janean said we are increasing the Tier 1 responsibilities to contact coaches and team leads that would happen at Tier 2 anyway.

Brenda Bloemke-Comcast asked what Tiers responsibility was being increased.

Janean Van Dusen-Qwest said Tier 1 and 2 are the same group and that we would like to increase the responsibility by combining Tiers which will make it quicker and easier rather than sending it to another person in the same center.

Kim Isaacs-Integra said Tier 1 would have increased responsibility.

Mark Coyne-Qwest agreed and said no responsibility is being taken away and that we are just combining the Tiers. Mark asked everyone to take a look at the changes and send any concerns to the cmpcr@qwest.com mailbox. Mark said that we would like to conduct a vote on this change in the November CMP Meeting.

Kim Isaacs-Integra asked if they should also send any redline changes to cmpcr@qwest.com.

Mark Coyne-Qwest said yes.