Wholesale: Products & Services

Open Product/Process CR PC111504-1 Detail

Description Of Change

Expected Deliverable:

Qwest will develop a process and/or provide and document contact information on how a CLEC can escalate when calling the Qwest repair and DSL technical support centers using a contact other than the number a CLEC calls to report the trouble.

Project Meetings

Georgeanne Weidenbach/Qwest stated that Qwest undertook to reduce hold time issues in its DSL Technical Support Center by implementing shift changes as well as adding a significant number of agents in the fourth quarter of 2004. Georgeanne said that Qwest plans to continue evaluating needs and adding agents as resources permit in 2005. She also stated that Wholesale Customers can submit repair tickets, effective December 2004, on-line using CEMR. Georgeanne said that Qwest has not experienced hold time issues associated with its other repair centers. Bonnie Johnson/Eschelon stated that she sent the denial to their Service Manager and advised that they would be paging them if the hold time is excessive. Jill Martain/Qwest stated that this CR would be closed.

From: Johnson, Bonnie J. [mailto:bjjohnson@eschelon.com] Sent: Wednesday, December 29, 2004 2:33 PM To: Macy, Cynthia; Johnson, Bonnie J. Cc: Peterson, Pete; Isaacs, Kimberly D. Subject: RE: PC111504-1 Excessive Repair DSL hold time

Hi Cindy, Your request would be very time consuming. Perhaps if Qwest had requested we provide that information on a going forward basis when we had the clarification call, Eschelon could have done that. In addition, I believe Qwest is required to report hold time or time to answer information so chances are Qwest already has the data you are asking for.

To go back would and gather the information would be too difficult, if we could gather it at all. I will ask Pete Peterson our RSB Manager if he could forward examples on a going forward basis, however.

Bonnie J. Johnson Director Carrier Relations Eschelon Telecom, Inc. Phone 612 436-6218 Fax 612 436-6318 Cell 612 743-6724 bjjohnson@eschelon.com

--Original Message-- From: Macy, Cynthia [SMTP:Cynthia.Macy@qwest.com] Sent: Wednesday, December 29, 2004 2:26 PM To: Johnson, Bonnie J. Subject: RE: PC111504-1 Excessive Repair DSL hold time

Bonnie,

Thank you very much for the information. I have forwarded this on to the team working on this CR.

We would also appreciate it if you could please provide a list of Qwest ticket numbers (Designed Services) or Phone numbers (POTS & DSL) that were reported to Qwest repair that had the excessive hold time while trying to make the initial report.

It would be nice to have the date and time the circuits were reported as well but not necessary. This information will help us determine the scope of the potential problem and where we may have an issue with hold time i.e. center, day of week, time of day, Holidays, volumes of tickets with excessive hold time, etc.

I appreciate your efforts obtaining this information. If you can provide this for the past tickets and for future tickets that would be great.

Let me know if you have any questions. Thanks, Cindy

Cindy Harlan Wholesale Change Management Qwest 303-382-5765

--Original Message-- From: Johnson, Bonnie J. [mailto:bjjohnson@eschelon.com] Sent: Wednesday, December 29, 2004 12:36 PM To: Macy, Cynthia; Johnson, Bonnie J.; Isaacs, Kimberly D. Cc: Peterson, Pete Subject: RE: PC111504-1 Excessive Repair DSL hold time

Hi Cindy, The number Eschelon is calling for DSL (as well as other repair) are the numbers posted on Qwest's web site.

http://www.qwest.com/wholesale/clecs/maintenance.html

Contacts Interconnect Service Center (888-796-9087): * To submit Trouble Reports within 24 hours of Service Order Confirmation.

QCCC Warranty Group (866-549-3846 option 5) * To submit Trouble Reports on UNEs within 30 calendar days of Service Order Completion

AMSC (800- 223-7881): * Telephone Number * Non-Designed Service * Centrex Service * Shared Loop Service * Designed Service DSO, DS1, and DS3 circuit number * Unbundled Loop Service

RCHC (888-405-0083): * Non-Design POTS: * Resale - Simple Residential (1FR) * Resale - Simple Business (1FB) * UNE-P POTS Qwest Digital Subscriber Line (DSL) Technical Support Center (800-247-7285) * Resale * UNE-P * UNE-STAR

In addition, as you can see from the repair escalation web site, Qwest does not provide alternate numbers for escalation. You have to escalate through the main TN and Qwest provides no information at all on DSL escalations.

http://www.qwest.com/wholesale/customerService/escalation.html

Tier Repair Contacts Non-Design Services Designed Services Info To Provide 1 Qwest AMSC, CRSAB, or RCHC initial Trouble report 800-223-7881 800-223-7881 Non Design: Telephone Number Designed Services Circuit ID, CLLI code, 2/6 code or trunk group 2 Status 800-223-7881 800-223-7881 Non Design: Telephone Number Designed Services Qwest ticket number 3 Escalations Note: The appropriate Escalation Manager's name & number will be provided after the Designed Test Center is contacted after level one escalation at the technician level. Level two and three will occur at the line manager and center manager level. Levels four and five will occur at the Director and Vice president level as noted in tiers six and seven. 800-223-7881 800-223-7881 Non Design: Telephone Number Designed Services Qwest ticket number

Bonnie J. Johnson Director Carrier Relations Eschelon Telecom, Inc. Phone 612 436-6218 Fax 612 436-6318 Cell 612 743-6724 bjjohnson@eschelon.com

--Original Message-- From: Macy, Cynthia [SMTP:Cynthia.Macy@qwest.com] Sent: Wednesday, December 29, 2004 11:40 AM To: Johnson, Bonnie J.; Isaacs, Kimberly D. Cc: Macy, Cynthia Subject: PC111504-1 Excessive Repair DSL hold time

The team working on this CR needs to know what the exact phone numbers are that you are calling. Would you please provide the actual telephone numbers that are dialed that you are experiencing excessive hold time on.

Thank you, Cindy

Cindy Harlan Wholesale Change Management Qwest 303-382-5765

December CMP Meeting Minutes Kim Isaacs – Eschelon presented the CR. Kim advised that Eschelon is requesting escalation contact information for cases when there are excessive hold times for DSL repair and regular repair. The first level escalation number is the same as the second level escalation number. When the CLEC can’t get through on the first number they have no other alternative number to contact. John Berard – Covad asked if there was not a 3rd level number that was different. Cindy Macy – Qwest advised that there is only one number to contact for DSL repair and regular repair so if there is an issue getting through it seems as if there is not an alternative available. This CR will move to Presented Status.

Clarification Call: PC111504-1 Excessive Repair / DSL hold time escalation contact information

December 3, 2004 1:0 0 – 2:00 p.m. MT

In attendance:

Paul Schlachter – Qwest Communications Kim Isaacs – Eschelon Jen Arnold – TDS Roslyn Davis – MCI Randy Owen - Qwest Communications Tim Francis - Qwest Communications Paul Diamond - Qwest Communications Jim Recker - Qwest Communications Bonnie Johnson – Eschelon John Berard – Covad Cindy Macy - Qwest Communications

Cindy Macy – Qwest opened the call and advised that this is the Clarification call for PC111504-1 Excessive Repair / DSL hold time escalation contact information. Cindy advised that we will have Eschelon review the CR that they submitted. We will make sure Qwest understands the CLECs expectations and discuss next steps.

Bonnie explained for DSL repair there is a number to call to report tickets and this is the same number to use if you have an escalation. There is only one number to call for any issue the CLECs may have. Bonnie explained the Service Managers are the escalation point for the CSIE group for provisioning, but for repair there isn’t another contact available.

Bonnie advised they are experiencing excessive hold times for Qwest DSL repair and for basic repair also. When a call is made to the repair line we can be on hold for up to 45 minutes. The problem is that there is not another number to call if we can’t get through on the repair line. It doesn’t matter if we have an escalation as we can’t get through any sooner. Bonnie clarified that it is not the repair call that needs to be escalated, but the fact that we can’t get through. We need another way to contact repair when the main line hold time is excessive.

Cindy Macy – Qwest asked about the comment on the CR that mentions that Eschelon has worked with Service Management on past incidents. Bonnie explained that they worked with Service Management in February 2004 and October 2004. Service Management investigated why the hold time was so long and provided that information to Eschelon. They did not put anything in place to reduce the hold time or discuss an alternate way to contact repair when hold times are long.

Paul – Qwest asked for the average call hold time? Bonnie advised that in February it was 45 minutes, October was 30 minutes and November is 25-30 minutes. Bonnie said she understands that the nature of doing business will occasionally cause delays, but we need to get a process or other avenue in place to address the excessive hold time when it occurs. This should not go on for extended periods of time.

The team clarified that Eschelon is asking for a process to contact repair (both DSL and regular repair) when the main number has excessive hold time. Cindy verified this could be a pager, email, another phone number or another person to contact. Bonnie advised yes, that they need an alternate process to contact repair when the hold time on the phone number is excessive.

Cindy advised the next step is for Eschelon to present the CR at the December CMP meeting. Qwest will have an internal meeting to review what can be done and a response will be provided at the January CMP meeting.

There were no other questions.

CenturyLink Response

January 11, 2005

Eschelon Bonnie Johnson Director, Carrier Relations

SUBJECT: CR # PC111504-1 Excessive Repair / DSL hold time escalation contact information

Qwest undertook to reduce hold time issues in its DSL Technical Support Center by implementing shift changes as well as adding a significant number of agents in the fourth quarter of 2004. Also, Qwest plans to continue evaluating needs and adding agents as resources permit into 2005. Further, Wholesale customers may submit repair tickets (including DSL repair tickets, effective December 2004) on-line using CEMR. Qwest has not experienced hold time issues associated with its other repair centers. Qwest is meeting or exceeding its repair measures in these centers. With the operational improvements that Qwest has already made, Qwest is denying this request because the requested change does not result in a reasonably demonstrable business benefit (to Qwest or the requesting CLEC) or customer service improvement.

Sincerely, Qwest Communications