Wholesale: Products & Services

Open Product/Process CR PC102901-1 Detail

Description Of Change

Project Meetings

Subject: Qwest Winbacks - Loss Report Date: Tue, 09 Apr 2002 15:09:36 -0600 From: "Todd Mead" Organization: Qwest Communications International, Inc. To: Bonnie Johnson CC: Kathleen Stichter

Bonnie, Thanks for the update on this issue. Qwest continues to monitor and investigate the daily spreadsheet you send to Dee. Thus far, Qwest has discovered two examples from your spreadsheets where the PON field was left blank on Qwest Winbacks. However, both of these orders were processed on 3/14 (the edit was implemented 3/16). If these early orders are not touched between the issue date and completion date and were submitted prior to the 3/16 edit, then the PON field will remain blank. However, for any orders submitted after 3/16 you should not see the PON field blank for Winbacks. Please continue to monitor and forward any examples to Qwest.

Thanks

Todd

04/01/02 - Reply e-mail from Eschelon - they continue to send daily reports to Qwest with missing PONs

Subject: RE: CR Update Date: Mon, 1 Apr 2002 10:20:31 -0600 From: "Johnson, Bonnie J." To: Todd Mead , "Stichter, Kathleen L."

Todd, See below!

--Original Message-- From: Todd Mead [SMTP:tmead@qwest.com] Sent: Monday, April 01, 2002 9:46 AM To: Stichter, Kathleen Cc: Johnson, Bonnie Subject: CR Update

Kathy, I am looking for some feedback on two of your CRs that are currently in CLEC Test:

PC102901-1 "Qwest to include PON on Qwest Winback Orders" Hopefully you are now seeing the Loss reports with the PON field populated for winback orders? Check with Dee Lucket at Qwest. We continue to send "missing PON's" to her on a daily basis. Dee would be able to give you the compliance rate as she identifies which "missing PON's" are Qwest winbacks.

02/21/02 Notification issued to CLECs with announcement of PON field enhancements on Loss & Completion report

Announcement Date: February 21, 2002 Effective Date: March 16, 2002 Document Number: SYST.02.21.02.F.02589.PONFldLs-CmplRpt Notification Category: System Target Audience: CLECs, Resellers Subject: PON Field for Loss & Completion Report (Winback and Record Orders)

This notification is to advise Loss & Completion report users that, effective March 16, 2002, two enhancements to the Loss & Completion reports will be implemented:

- For Qwest ‘Winback’ orders, the Loss and Completions report will display “000015137896” as the PON. - For Qwest ‘Record’ orders, the Completions report will display “RECCOR” as the PON.

If you have any questions, please feel free to contact me at 303-896-2680.

Curt Anderson 271 IT PMO

Wednesday, 5th December, 2001 / 12:00 p.m. (MST)

Second clarification call

Attendees: Kathy Stichter / Eschelon Bonnie Johnson / Eschelon Anne Robberson / Qwest Donna Svendgaard / Qwest Todd Mead / Qwest

Identify/Confirm CLEC’s Expectation - Eschelon do not want to see any orders on the completion report without an accompanying PON - Eschelon do not require the use of the word “Win Back” on the completion report if this creates parity issues with Qwest Retail. Who the customer goes to is not important to Eschelon, confirmation that Eschelon should stop billing the customer is the issue here. - With the implementation of a suitable process, Qwest and Eschelon can stop the current process of sending and investigating daily spreadsheets of completion orders with no PONs.

Establish Action Plan Anne will set up a meeting with Resale before next CMP meeting (12/12/01) Anne will report progress at December CMP meeting A draft response will be posted to the web and presented at January’s CMP meeting

Friday, 2nd November, 2001 Clarification Meeting Conference Call 1-877-847-0338 PC7826706 # PC102901-1 Qwest to include PON on Qwest winback orders.

Meeting Minutes of Eschelon Meeting 11/2/2001

Attendees: Kathy Stichter, Eschelon Bonnie Johnson, Eschelon Mark Routh, Qwest CMP Manager Peggy Esquibel-Reed, Qwest CMP Todd Mead, Qwest CMP Mike Belt, Qwest CMP Mark Coyne, Qwest Wholesale Process Anne Robberson, Qwest Wholesale Process Nancy Walker, Qwest Wholesale Systems Barbara Campbell, Qwest Wholesale Systems Curt Anderson, Qwest Wholesale Systems

The above attendees met on Friday, 11/2/2001 to review the research findings for the data issues that Eschelon had identified on their Loss and Completions reports. The research findings and resulting Qwest actions are documented in a document titled “Eschelon Research Summary”. The details of the data researched are documented in a document titled “Eschelon Research Details”. In addition to the Qwest actions identified in the “Eschelon Research Summary”, the following action items were identified in the meeting:

Anne will complete the Issue Reference column on the Eschelon Research Details document and return the document to Nancy. Nancy will forward it on to Peggy for distribution to Eschelon. Mark Coyne will define and implement a process for identifying the Qwest winback orders on the list of orders with missing PONs that Eschelon delivers to Qwest daily. Nancy will contact Alan Zimmerman to discuss Eschelon’s use of the Loss and Completions Report. It appears that Eschelon is using the report to identify when a line was lost for the purpose of discontinuing account billing. This may not be an appropriate use of this report. Anne will research the “C” orders with TIC charges that appear on one of Eschelon’s daily missing PONs list and will determine whether or not these orders were written correctly. Anne will research the orders that were identified as missing the TRAK DCR RS on the Eschelon Research Details document and will determine what process failures caused the omission. The following URs and CRs were discussed as a result of this research. Curt will track the processing of these requests to provide status updates to his management prior to the next CMP meeting. 1. Missing or Inaccurate PON on Completion Report:

The Missing PON spreadsheet sent on 10/2 had 248 detail lines which reflected 118 orders with missing or inaccurate PONS. For these orders, the Completion Report correctly included the service order information that was present in the SOP. The SOP either did not have PONs for these orders or had the inaccurate PONs at the time the orders completed. The causes for the missing or inaccurate PONs were traced to the following seven order writing scenarios:

Of the 118 orders: A. 58 are Qwest Retail “winback” orders. These orders were initiated by Qwest Retail and do not include PONs. These orders appear on the Loss and Completions Reports for the CLEC that is losing the service to notify them of the impact to their business. Qwest Actions: - Anne will talk with the retail service center that processes “winback” orders to gather information about their process and will determine if their process can be changed to require entry of a PON. Eschelon has submitted CR #PC102901-1 requesting this process change. - Anne will talk with the process specialist for Loss and Completions Reporting to request that existing procedures and CLEC training be updated to include information about Qwest Retail “winback” orders appearing with no PON on Loss and Completions Reports.

B. 14 are orders that were initiated by Qwest Wholesale to record Trouble Isolation Charges that resulted from a repair call that was placed by Eschelon or by their end-user. It is Qwest’s policy to bill a Trouble Isolation Charge when a Qwest technician finds the problem to be on the end-user’s premise. Qwest Wholesale initiates orders to record these charges and stores the Account Number in the PON field since the SOPs require PON and no PON is available. These orders appear on the Completions Reports for the CLEC that “owns” the service to notify them of the impact to their business. Qwest Actions: - Anne will talk with the process specialist for CLEC Trouble Reporting to gather information about their process for recording Trouble Isolation Charges and will determine if their process can be changed to enter “TIC” as the PON. If this change is feasible and if all CLECs agree to it, Anne will create a UR to initiate a system change in the system that generates these orders. - Anne will talk with the process specialist for CLEC Trouble Reporting to request that existing procedures and CLEC training be updated to include information about orders initiated by Qwest to record Trouble Isolation Charges. - Anne will talk with the process specialist for Loss and Completions Reporting to request that existing procedures and CLEC training be updated to include information about Qwest orders for Trouble Isolation Charges appearing with an Account Number as the PON on Completions Reports.

C. 3 are “F” orders without PONs. “F” orders are one component of a transfer order. Transfer orders are comprised of a “T” order (identifying the transfer to information) and an “F” order (identifying the transfer from information). These transfer orders were submitted by Eschelon and processed by the Flow through processor which stores the PON on the “T” order but not on the “F” order. Qwest Actions: - Anne wrote a UR to initiate a system change in the Flow through processor to record the PON on the “F” order.

D. 17 are orders that were submitted by Eschelon and manually entered without PONs into the Western region SOP by Qwest Service Delivery Coordinators. The SOPs in the Eastern and Central regions include an edit to require PON on wholesale orders (RCID or ZCID is present) with inward activity. The Western region SOP does not include this edit. Since the SOP did not require PON, Service Delivery Coordinators incorrectly omitted the PON when entering these orders into the SOP. Qwest Actions: - Anne wrote a UR to initiate a system change to include an edit to require PON on wholesale orders with inward activity in the Western region SOP.

E. 13 are orders that were submitted by Eschelon and manually entered with inaccurate PONs into the Eastern and Central region SOPs by Qwest Service Delivery Coordinators. The SOPs in the Eastern and Central regions include an edit to require PON on wholesale orders (RCID or ZCID is present) with inward activity. Service Delivery Coordinators incorrectly entered an inaccurate value for the PON when entering these orders into the SOP. Qwest Actions: -On 9/21/01 Qwest distributed internally an MCC to re-emphasize the importance of the PON entered on the service order matching the PON on the LSR. The topic heading of the MCC was “Order Writing” and the heading stated “It is extremely important that the PON information entered on the service order matches the PON on the LSR.” This action was taken as result of research performed by Qwest in response to a separate CLEC inquiry relating to inaccurate PONs on Loss and Completions Reports. -Anne will notify the team leaders in the wholesale service centers that there are occurrences of inaccurate PONs on service orders and will request that they ensure that their teams are entering PONs correctly.

F. 12 are record orders that were initiated by Qwest Wholesale and do not include PONs. Record orders may be initiated by a CLEC or by Qwest Wholesale to correct system records. The SOPs do not require PON on record orders. Qwest Actions: -Anne will talk with the process specialist for record orders to gather information about their process for generating record orders and will determine if their process can be changed to enter “RECCOR” as the PON. If this change is feasible and if all CLECs agree to it, Anne will issue an MCC internally to implement the process change. -Anne will talk with the process specialist for Loss and Completions Reporting to request that existing procedures and CLEC training be updated to include information about record orders appearing with no PON on Completions Reports.

G. 2 are disconnect orders submitted by Eschelon and do not include PONs. The SOPs do not require PON on disconnect orders. Qwest Actions: -Anne will write a UR to initiate a system change to include an edit to require PON on wholesale disconnect orders in all regional SOPs. -Anne will talk with the process specialist for Loss and Completions Reporting to request that existing procedures and CLEC training be updated to include information about disconnect orders appearing with no PON on Completions Reports.

Attachment: The spreadsheet titled “Qwest Research on Orders with Missing PONs” cross references the 118 orders included on Eschelon’s spreadsheet of orders with missing PONs to the order writing scenario detailed above that resulted in the missing or inaccurate PON data on the Loss and Completions Reports.

CenturyLink Response

Kathy Stichter ILEC Relations Manager Eschelon Telecom, Inc.

CC: Mark Coyne Sue Burson Carolyn Brown John Gallegos Connie Winston

This letter is in response to your CLEC Change Request Form, number PC102901-1 dated 10/29/01 Qwest to include PON on Qwest Winback Orders.

REQUEST: Currently, when Qwest wins-back a customer from Eschelon and an order is issued on an Eschelon account Qwest does not enter a PON. When Qwest does not enter a PON on an order then the Loss and Completion Report does not include a PON. Eschelon asks Qwest to develop, document, distribute and train an adhered to process to use a PON on all orders issued on Eschelon accounts.

RESPONSE: Qwest understands the difficulty the CLECs currently face when no PON is entered on the Loss & Completion Report for Qwest win-backs. To resolve this situation Qwest has initiated a systems related project that will ensure the PON field on the Loss & Completion Report is populated for Qwest win-backs.

Qwest has completed a systems change request on the behalf of Eschelon and resources have been assigned. The target implementation date for this project is in the second quarter, 2002. Qwest will provide a commitment date for implementation at the February CMP meeting.

Sincerely,

Anne Robberson Senior Process Analyst

Curt Anderson Project Manager