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Open Product/Process CR PC101001-1 Detail

 
Title: Process for CLEC to get end user service corrected without an additional LSR when Qwest typed the original order incorrectly.
CR Number Current Status
Date 		Area Impacted Products Impacted
PC101001-1 Completed
3/20/2002 		Repair Centrex, Resale, Unbundled Loop, UNE-P
Originator: Stichter, Kathy
Originator Company Name: Eschelon
Owner: McMahon, Cheryl
Director:
CR PM:

Description Of Change

Currently when Eschelon calls Qwest repair, if the customer service record (CSR) does not match what Eschelon ordered, Qwest repair refuses to open a ticket and instead tells Eschelon to issue an order to correct the problem. Eschelon will investigate and determine that what the LSR asked for is different than what Qwest typed. If an end user customer needs to wait for Eschelon to send through a LSR and Qwest to issue an order the end user would be without the service for several days. This is a hardship for the end user customer. Eschelon asks Qwest to develop, document, distribute and train an adhered to process for Eschelon repair to call Qwest repair and have the end user customer service fixed without Eschelon issuing another LSR. Eschelon asks that the process include Qwest repair transferring Eschelon to the appropriate person within Qwest who will issue an order with the same day DD to fix the problem that was caused by Qwest typing the original order incorrectly.

Date Action Description
10/8/2001 CR Received from Kathy Stichter or Eschelon 
10/10/2001 CR logged and status changed to Submitted 
10/10/2001 Updated CR sent to Kathy Stichter and Steve Sheahan 
10/19/2001 Held Clarification Meeting with Eschelon 
11/14/2001 CMP Meeting - CR was clarified with the CLECs. Qwest to prepare its draft response. 
12/5/2001 Draft response dated 12/04/01 posted to CMP database and issued to the originating CLEC. Status changed to Presented. 
12/12/2001 CMP Meeting: Qwest response presented to CLECs, agreement obtained to change status to CLEC Test 
12/28/2001 Formal response dated 12/4/01 issued to CLECs 
1/16/2002 January CMP meeting. Eschelon experienced pushback from a center on this process (12/19/01). CLECs also asked where this process is documented. Qwest will open an action item (Action # 1). CR to remain in CLEC Test Status. 
1/24/2002 E-mail from Eschelon citing an out-of-process example - Action # 2 opened 
2/8/2002 Resolution to Action # 2 posted to CMP database 
2/20/2002 February CMP meeting: Action # 2 closed. Global Action Item opened to address Qwest internal communication of processes developed in CMP. 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 
2/27/2002 Revised response to Action # 1 posted to CMP database 
3/20/2002 CMP Meeting - It was agreed that the CR could be closed, CR status changed to Completed. Action #1 closed. 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

01/24/02 E-mail from Eschelon citing an out-of-process example Subject: FW: PC101001-1 Draft Response Date: Thu, 24 Jan 2002 09:27:46 -0600 From: "Stichter, Kathleen L." To: tmead@qwest.com CC: "Johnson, Bonnie J." Todd, Please pass this example onto the correct people who can make sure that the tier 0 office in Sierra Vista is covered. I am currently and have been on a call for the last 20+ minutes with one of our repair coordinators and Qwest. Our customer, 602-252-4650, has a Resale MEL line which was installed on LSR 3859136. The CFN is a local number but Qwest issued the order using a 1 before the 10 digit TN. When callers dial 602-252-4650 they get intercept stating they do not have to dial a 1 before the number. They, of course, are not dialing a 1, the central office switch is. Our repair coordinator called Interconnect 888-796-9087 and reached the tier 0, William, who stated that he could not take a ticket from a repair technician. He could only take a ticket from Eschelon sales or provisioning. William got another Qwest employee on the line, Diane, who also had the same understanding. Our repair coordinator added me on and Diane agreed to take the ticket and warm transfer us to the Tier 1 in the Minneapolis Center. Julie in Minneapolis took our information and is having an order issued to correct the original incorrect order. Julie did know that our repair coordinators can call into Interconnect. Our repair coordinators do not have the time to try and convince Qwest to take our issues. I do not have the time to sit on an escalation along with another employee, when Qwest, Sierra Vista is out of process. Please let me know when and how the office in Sierra Vista is covered on this process. Thanks Kathy Stichter ILEC Relations Manager Eschelon Telecom Inc Voice 612 436-6022 Email klstichter@eschelon.com

Friday, 10/19/01, 10:00am MST Alignment/Clarification Meeting Conference Call 1-877-847-0338 PC7826706 # PCCR101001-1 Stichter, Kathleen, klstichter@eschelon.com, Eschelon Telecom Frederickson, Chris, N/A , Eschelon Telecom Danielsen, Ann, aldanie@qwest.com, Qwest McMahon, Cheryl, cmmcmah@qwest.com, Qwest Belt, Michael, mbelt@qwest.com, Qwest

Introduction of Attendees Kathleen, Ann, Cheryl, Chris & Michael Review Requested (Description of) Change Process for CLEC to get end user service corrected without an additional LSR when Qwest typed the original order incorrectly. Reviewed and understood Confirm Areas & Products Impacted Area: Repair and Interconnect Service Center

Confirm Right Personnel Involved Ann Danielsen indicated right people were involved might need Mark Coyne approval for the LSR portion of the CR. ((Michael, there needs to be involvement from Wholesale support of the ISC/CSIE) Identify/Confirm CLEC’s Expectation Yes we fully understand expectations of the CR. Mike Belt to Coordinate with Mark Coyne regarding LSR Issues.

Identify any Dependent Systems Change Requests N/A

Establish Action Plan (Resolution Time Frame) Process in place via web, Ann to develop draft Qwest response for the Network Repair Portion of the CR. (again, the response needs to have ownership from the ISC/CSIE Wholesale group)M. Belt to forward draft response template with sample response for processing.

CenturyLink Response

December 4, 2001

Kathleen Stichter ILEC Relations Manager Eschelon

CC: Mark Coyne Ann Danielsen

This letter is in response to your CLEC Change Request Form, number PC 101001-1 dated 10/10/01 – Process for CLEC to get end user service corrected without an additional LSR when Qwest typed the original order incorrectly.

Request: Currently when Eschelon calls Qwest repair, if the customer service record (CSR) does not match what Eschelon ordered, Qwest repair refuses to open a ticket and instead tells Eschelon to issue an order to correct the problem. Eschelon will investigate and determine that what the LSR asked for is different than what Qwest typed. If an end user customer needs to wait for Eschelon to send through a LSR and Qwest to issue an order the end user would be without the service for several days. This is a hardship for the end user customer. Eschelon asks Qwest to develop, document, distribute and train an adhered to process for Eschelon repair to call Qwest repair and have the end user customer service fixed without Eschelon issuing another LSR. Eschelon asks that the process include Qwest repair transferring Eschelon to the appropriate person within Qwest who will issue an order with the same day DD to fix the problem that was caused by Qwest typing the original order incorrectly.

Qwest Response: Qwest Repair Process When a CLEC calls the Repair Center to report trouble on their end users service, the Repair Center will issue a repair ticket and forward the ticket to the appropriate screening group. If the screening group determines the problem needs to be resolved with a service order, the screener will refer the problem to the Interconnect Service Center (ISC). The ISC will initiate the subsequent order resulting from a Qwest error on the LSR or will contact the CLEC on errors resulting from a CLEC error on the LSR.

Interconnect Service Center Process CLEC reports of service problems or outages within 72 hours of order activity should be directed to the Interconnect Service Center (ISC) at 1-888-796-9087. The ISC agent will ascertain all pertinent information, create a database trouble ticket and attempt to warm transfer the CLEC to a Customer Service Inquiry and Education Service Delivery Consultant (CSIE SDC). If a CSIE SDC cannot be reached directly, the ISC agent will refer the trouble ticket to the CSIE SDC and advise the CLEC that they will receive a call back within 2 hours. The CSIE SDC will investigate the trouble ticket by reviewing the LSR and associated service order(s).

If a discrepancy is found on a completed service order (ordered product and/or services were not delivered), the CSIE SDC will issue a new service order to correct the problem. Every effort will be made to provide a same day Due Date for the new order. If no discrepancies are found on the completed service order, the CSIE SDC will either warm transfer the CLEC (if the CLEC is on the line) or refer the problem on behalf of the CLEC to the appropriate QWEST repair center. Resale POTS or PAL service trouble reports are handled by the Repair Call Handling Center (RCHC) at 1-800-573-1311 for residential service or 1-800-954-1211 for business service. Trouble reports for all other products are handled by the Account Maintenance Support Center (AMSC) at 1-800-223-7881.

Sincerely,

Cheryl McMahon Senior Process Analyst

Monica Manning IMA Process Specialist

Information Current as of 1/11/2021