Open Product/Process CR PC120301-5 Detail |
| Title: Process where once an escalation ticket is opened and accepted that the issue stays with the CSIE group until the escalation is completed. | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
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| PC120301-5 |
Completed 3/20/2002 |
Provisioning | LNP, Resale, Unbundled Loop, UNE | |||
| Originator: Stichter, Kathy |
| Originator Company Name: Eschelon |
| Owner: Thacker, Michelle |
| Director: |
| CR PM: |
Description Of Change |
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Eschelon asks Qwest to develop and implement a process that once an escalation ticket is opened and accepted that it is not closed and stays with the CSIE group until the escalation issue is completed even if the Qwest Service Order completes during the course of the escalation. Eschelon experienced a customer who was out of service at 2pm on the DD of an order. Eschelon escalated and Qwest CSIE group opened and accepted the escalation. The Qwest CSIE group worked the ticket without resolution until the Service Order was completed. Qwest then closed the ticket without resolution and called Eschelon advising us to call the LNP repair desk.
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| Date | Action | Description |
| 11/30/2001 | CR received from Eschelon. | |
| 12/3/2001 | E-Mail Acknowledgement issued to Eschelon Telecommunications | |
| 12/4/2001 | CR posted to Qwest Wholesale Markets CMP Web page | |
| 12/7/2001 | Eschelon contacted to schedule clarification call. | |
| 12/10/2001 | Clarification call scheduled for 18-Dec-01 due to conflicts with monthly Product & Process and Systems meetings (i.e., 12- & 13-Dec-01) & availablity of supporting technical staff to attend conference call. | |
| 12/12/2001 | CMP Meeting - Eschelon presented CR to CLEC Community. | |
| 12/18/2001 | Clarification Meeting conducted with Eschelon. | |
| 12/19/2001 | Clarification Meeting Minutes transmitted to Eschelon. | |
| 1/8/2002 | Qwest draft response (dated 01/04/02) posted in CMP database & transmitted to Eschelon. | |
| 1/16/2002 | CMP Meeting - Michelle Thacker (SME) presented Qwest response. SME indicated that the example Eschelon provided was a one-time occurence and that training has been conducted with the CSIE group to properly handle escalation tickets through completion. CLEC community agreed to change CR Status to "CLEC Test." CLEC community requested modification to PCAT language to be consistent with Qwest response. PCAT language modification is being persued by Qwest. | |
| 2/14/2002 | Qwest "Formal" response (dated 01/04/02) posted in CMP data base. | |
| 2/15/2002 | Qwest "Formal" response (dated 01/04/02) transmitted to CLEC community. | |
| 2/20/2002 | CMP Meeting - Qwest provided status update. CR remains in "CLEC Test." 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). | |
| 2/28/2002 | PCAT updated with language that is consistent with this CR response URL: http://www.qwest.com/wholesale/clecs/maintenance.html | |
| 3/20/2002 | March CMP Meeting: CLECs agreed to close CR. CR Status changed to "Completed." 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 |
| 02/28/02 - PCAT updated with language that is consistent with this CR response URL: http://www.qwest.com/wholesale/clecs/maintenance.html Recent Service Request Activity If your service request was completed within the past 72 business hours contact Qwest's Interconnect Service Center (ISC) at 888-796-9087 for assistance. After researching the issue, the Customer Service Inquiry and Education Center (CSIE) will contact you regarding resolution of your issue.
3:30 p.m. (MDT) / Tuesday 18th December 2001 Conference Call TEL: 877.554.8688 CODE: 3269208 PC120301-5 “Process where once an escalation ticket is open and accepted that the issue stays with the CSIE group until the escalation is completed.” Name/Company: Kathleen Stichter, Eschelon Bonnie Johnson, Eschelon Michelle Thacker, Qwest Peter Wirth, Qwest 1.0 Introduction of Attendees Attendees introduced. 2.0 Review Requested (Description of) Change {review long description from change request, confirm with all parties there is agreement on the change requested} Eschelon presented the CR. Eschelon requested that the process be confirmed as to handling of escalation tickets by CSIE. Eschelon expressed concern that once a trouble ticket is open, either the CSIE or repair group should handle through completion. Qwest confirmed with Eschelon that the ticket issue was a one-time occurrence. 3.0 Confirm Areas & Products Impacted {read from change request, modify if needed} Appropriate products & areas identified in CR. 4.0 Confirm Right Personnel Involved {ensure the Qwest SME can fully answer the CLEC request. Confirm whether anyone else within Qwest has been involved with this issue, or whether we need to bring anyone else in} Qwest & Eschelon confirmed appropriate personnel were in attendance. 5.0 Identify/Confirm CLEC’s Expectation {Identify specific deliverables from CLEC – what does Qwest have to do in order to close this CR? (in measureable terms ie provide a documented process, change a process to include training etc)} Qwest to evaluate CR. During the January 2002 Monthly P&P CMP Meeting, Qwest will provide an explanation of the escalation ticket occurrence; and provide clarification to the procedure to be followed by Qwest CSIE and Repair, as required.
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CenturyLink Response |
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January 4, 2002 Kathy Stichter ILEC Relations Manager Eschelon Telecom Inc. CC: Peter Wirth, Chris Siewert This letter is in response to your CLEC Change Request Form, number PC120301-5 dated 11/30/01 - Process where once an escalation ticket is opened and accepted that the issue stays with the Customer Service Inquiry and Education (CSIE) group until the escalation is completed. Qwest currently has a repair referral process in place, which provides for CSIE responsibility of a CLEC issue until resolution. The process provides procedures for handling an out of service condition when service order activity is involved. Your experience with the Qwest CSIE team was an isolated incident The repair referral process addresses: review of the service order; matching service order entries against the CLEC issued LSR; issuing a service order to correct inaccurate entries on the service order if found; contacting internal departments for assistance; and follow up to ensure end user customer receives service, etc. The Qwest Service Delivery Coordinator (SDC) utilizes this process in processing escalation tickets. I have confirmed with Chris Siewert - Team Leader Minneapolis CSIE, that process retraining occurred shortly after this incident for the entire CSIE team.
Sincerely, Michelle Thacker Process Specialist
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Information Current as of 1/11/2021