Wholesale: Products & Services

Open Product/Process CR PC112901-2 Detail

Description Of Change

Project Meetings

Date: January 11, 2002, 2:00 p.m. (MT) Place: Conference Call 877-564-8688 Subject: PC112901-2, TIC Charge Credit Process

Attendees: Ric Martin, Qwest Alice Matthews, Qwest Craig Suellentrop, Qwest Cheryl McMahon, Qwest Dennis Pappas, Qwest Joann Garramone, Qwest Bud Witte, Qwest Don Tolman, Qwest Diane Bowers, McLeodUSA Rod Cox, McLeodUSA Sue Sedrow, McLeodUSA Carol Whitson, McLeodUSA Chad Sharp, McLeodUSA Todd McNally, McLeodUSA

Introduction of Attendees Introductions of the participants on the Conference Call were made and the purpose of the call discussed.

Review Requested (Description of) Change Ric explained that the direction from the previous Clarification meeting with McLeodUSA was for Qwest to investigate a process for Qwest to initiate a credit on a TIC when it was determined that the TIC was applied in error. Ric further explained that internal discussions brought on additional questions that necessitated the additional clarification call. On the CR, several products were identified and Trouble Isolation Charge (TIC) applies to non-designed services and Maintenance & Service Charge (MSC) applies to Designed Services. Diane indicated that McLeod was not able to identify the end user of the TIC and MSC charges. She indicated that she was aware of a release in March that would put the ANI for MSC, but still couldn’t identify TIC end users. Sue asked how Qwest identifies the charge. Dennis indicated that a charge is applied when repair finds a trouble or when repairs are performed. Typically an E0135 is applied. Dennis indicated that he thought that the TIC was a flat charge and there was also a Dispatch charge. Bud clarified that for MSC, billing starts when tech is dispatched to the trouble, proves the trouble is not in Qwest network, gets customer approval to perform repair and the work is billed on a T&M basis and billed to the end user. Bud indicated that the Dispatch charge was for Designed Services. Ric advised that at the last Clarification meeting McLeodUSA wanted the ability to have the field tech or repair center issue a credit when it has been determined that the charge was in error. Ric explained that the system currently does not have the ability for either person to enter a credit. A system change would be required to add the coding. Ric further explained that once a TIC is issued and another Ticket is issued it is difficult to determine if the problems were the same. This was the reason Qwest requested an example of where they have determined that the TIC was applied and later determined that it was incorrect. Diane indicated that they were working on this. Craig confirmed that there were two items we should be trying to respond to. The first is the TIC and the second is McLeodUSA’s requirement to identify end user. Diane indicated that she thought that the determination of the incorrect TIC was identified before the ticket was closed. Craig advised that the charges were applied when the ticket was closed. He advised that, for Resale POTS tickets are closed by the Tech in the filed and POTS wouldn’t have the same ticket. Bud advised that for Designed Services there is a Dispatch Charge and the Tech’s travel time. McLeodUSA felt that this was a duplicate charge. Bud explained that the Dispatch charge is for the truck roll and the travel charge (30-min increments) is the Tech’s time. It was agreed that we could keep the TIC and MSC separate on focus on TIC. Qwest confirmed that the TIC only gets applied when the Tech uses a combination of Codes.

Establish Action Plan McLeodUSA will try to provide the examples. Qwest will identify options and suggestions at the 1/16/02 CMP.

-

Subject: CR PC112901-2 Date: Thu, 27 Dec 2001 14:23:30 -0700 From: Richard Martin Organization: Qwest Communications International, Inc. To: Christine Mohrfeld

Christine,

We have had a couple of internal meetings on the CR. A question has come up whether you have a specific instance when a TIC was applied incorrectly (i.e. the trouble was later determined to be in Qwest's Network). If you could provide an example, this would help us with isolating the issue and determining the appropriate resolution.

Thanks

Ric

CLEC Change Request Clarification Meeting

December 4, 2001, 2:00 p.m. (MT) Conference Call 877-564-8688 PC112901-2, TIC Charge Credit Process

Attendees: Ric Martin, Qwest Alice Matthews, Qwest Christine Mohrfeld, McLeodUSA

Introduction of Attendees Introductions of the participants on the Conference Call were made and the purpose of the call discussed.

Review Requested (Description of) Change Christine advised that when Qwest’s screener gets a trouble ticket and if the technician didn’t find any trouble, the screener then initiate a Trouble Isolation Charge (TIC). The problem is when the trouble persists and it is subsequently determined that the trouble was Qwest related, there is no process for the screener or any other person to stop the TIC charge. McLeodUSA’s only avenue to reverse the TIC charge is at the back end in the billing cycle. They have to physically research, identify the incorrect TIC charge and call Qwest to get an adjustment. Qwest confirmed that this is the situation to date.

Confirm Areas & Products Impacted Christine confirmed that the products set forth in the CR are correct. She indicated that this issue was for all products. . Confirm Right Personnel Involved Alice Matthews confirmed she was the SME for this process. She advised that we would also need to get a network person involved in any solutions.

Identify/Confirm CLEC’s Expectation Christine confirmed that McLeodUSA is looking for a manual process that would allow the screener to initiate a credit for an incorrect TIC Charge. Ideally, once a manual process is developed, a mechanized solution would be required.

Identify any Dependent Systems Change Requests Christine indicated that they submitted a Systems CR that provides better definition on the billing charges. Qwest will look into the CR to see if there is any relation. Christine advised that they would like to have the TN identified. As a minimum they would like this for Resale and UBL would require the Circuit ID.

Establish Action Plan (Resolution Time Frame) Qwest advised that the path forward would be as follows: ? Since this CR was received after the 3 weeks prior to the CMP, McLeodUSA will present this CR at the December CMP Meeting. ? The CR will have the collective CLEC clarification at the January CMP Meeting. ? Qwest will begin to identify solutions that can be offered at the January CMP Meeting. ? Qwest will develop its response for the February’s CMP Meeting Qwest will identify a Network SME that will be involved in this CR.

Subject: Acknowledgement of Submitted Change Request Date: Thu, 29 Nov 2001 10:00:23 -0700 From: "Jim Beers" Organization: Qwest Communications International, Inc. To: cmohrfeld@mcleodusa.com CC: Richard Martin , Todd Mead , Michael Keegan , Peter Wirth

Dear Christine Mohrfeld:

Thank you for participating in the Qwest Change Management Process (CMP). We have received your Change Request (CR) submission titled "TIC Charge Credit Process". The information contained in the submitted CR appears to be complete and valid at this time.

Please note, we have applied a tracking number to this CR, #PC112901-2, for your use in following the progress of your submission through CMP. You may view your submitted CR via the Product & Process Interactive Report located on the Qwest web page at URL - http://www.qwest.com/wholesale/cmp/changerequest.html

We have assigned a CR Project Manager (CRPM) to facilitate the Qwest Response to your request. The assigned CRPM, Ric Martin, will be contacting you in the near future to schedule a Clarification Meeting.

Sincerely, Jim Beers Product & Process CMP Manager 303.965.2930

-

CenturyLink Response

Diane Bowers McLeod USA Cedar Rapids, IA 52404

SUBJECT: Qwest’s Change Request Response - CR PC112901-2 TIC Charge Credit Process

McLeod is requesting that Qwest issue a credit for incorrectly applied Trouble Isolation Charges (TIC) either at the time a trouble ticket is closed or when a new ticket at the same location is opened. The CR addressed both resale and UNE products. During clarification meetings with McLeod and other CLLEC’s it was agreed to focus on the TIC charge, which applies to POTS and CENTREX resale or UNE-P only.

The repair process for POTS requires the CLEC to submit a trouble report, either electronically through MEDIACC or CEMR, or by calling the Repair Call Handling Center (RCHC). During trouble reporting process the CLEC must either authorize the TIC or not authorize the TIC.

If the TIC is authorized, a Qwest technician may be dispatched to the end-user’s premise to isolate trouble. If a technician is dispatched and trouble is isolated to the end-user’s equipment or wiring (beyond the Network Interface Device (NID) the technician will attempt to contact the CLEC, and the ticket will be closed. The technician will enter disposition codes into Qwest’s system indicating trouble beyond the NID. These disposition codes are routed to billing and a TIC is applied.

If the TIC is not authorized, no dispatch will take place, although Qwest may perform a remote test. If the remote test indicates no trouble or trouble beyond the NID, the ticket will be closed Test OK (TOK) and no TIC will apply. A CLEC may also use CEMR to perform the remote test (MLT) itself.

Currently, billing disputes are handled through the CLEC’s Service Manager. The Service Manger will contact the appropriate Qwest employees to research the dispute and will work with the CLEC until resolution.

This Change Request would require resolution of billing disputes by Qwest’s network technicians or repair attendants. To determine if a TIC is inappropriately applied, investigation of each trouble ticket is necessary. Neither the repair attendant taking the trouble report nor the technician isolating the trouble at the end-user’s premise have the resources to adequately research the appropriateness of waiving a TIC charge in each situation. Such research, if assigned to network technicians or repair attendants, would result in slower repair intervals for the CLEC. This work function is appropriately assigned in Qwest to the Service Manager. Therefore, Qwest respectfully denies this Change request.

Sincerely,

Craig Suellentrop Interconnection Planner Qwest

Cc: Alice Matthews Cheryl McMahon Terrance Meehan Mary Retka Jamal Boudhaouia