Wholesale: Products & Services

Open Product/Process CR PC120903-1 Detail

Description Of Change

Eschelon requests that Qwest develop and train a process that tracks if Qwest will require access to the customer premise to perform repair and maintenance work. Qwest does not track this data for lines/circuits it installs/repairs. As a result Qwest is causing an unnecessary delay for CLECs customers repair interval. For Qwest to complete its work to repair a line, Qwest process always requires a CLEC to communicate access hours for access to the customer premise, however, Qwest does not always need access from the customer/building owner for Qwest to complete the required repair and maintenance work to repair the Qwest caused trouble. For example, if a CLEC opens a ticket at 4 PM because a customer is out of service, and the CLEC designates access hours of 8 AM to 5 PM for the customer and Qwest cannot dispatch by 5 PM that day, Qwest could put the ticket in a "No Access" status until 8 AM the next morning. Eschelon has provided examples to its Service Management team where Qwest put tickets in a "No Access" status after access hours , the trouble was in the Qwest network and Qwest did not require the customer end user or building owner to provide access. If Qwest tracked "Access required" information in its systems and made that information available to the CLECs when opening a ticket, the CLEC could set clear expectations for repair intervals with its own customers and Qwest could set clear expectations and interval with the CLECs. Because Qwest does not track this information, the decision is left to Qwest personnel to make a decision on whether Qwest needs access to its equipment. In addition, if Qwest and a CLEC knew when access was required, the number of unnecessary dispatches and associated charges to the CLEC could be reduced.

Project Meetings

9/16/04 CMP Meeting Minutes Don Tolman reported that the updates to the PCAT were implemented on September 3rd. He requested that the CR be moved to Test and Eschelon concurred. The CR will move to Test Status.

-- 8/18/04 CMP Meeting Don Tolman reported that the PCAT changes have been out for comment. Two were received, one about streamlining around NIU access and one that required clarification. Susan Lorence said the response to comments goes out today. Bonnie Johnson added that she hoped Qwest took Eschelon’s recommendations for clarity, and Don assured her they had. The CR will be affective September 3. The CR will stay in Development.

-- 7/21/04 July CMP Meeting Doug Andreen, Qwest reported that there was one outstanding question from Bonnie that Don Tolman has answered. Bonnie added that the documentation was out for review as of yesterday July 20. The CR will remain in Development.

6/16/04 CMP June meeting minutes Don Tolman, Qwest provided an update on activities since the last meeting. The process surrounding entering access information in circuit notes will be placed in the Overview of the M&R PCAT. He said he is getting ready to establish timeframes for comment and response. Bonnie Johnson, Eschelon asked when this would be issued for review and Don responded within the week. He added that Qwest people have been asked to start following the new process to acquire information and enter it in the circuit notes and OSLOG notes. Bonnie asked if we would proceed like we do today if there is no definite information. Don answered yes that Qwest would validate with the customer of record and proceed. Liz Balvin, MCI wanted to verify that the information would be available in CEMR and also in BTA. Don said it should be. Doug Andreen, Qwest added that the information would not show up in CEMR until after the fall release. John Berard, Covad questioned if the information would be in a separate field or in the notes field. Don explained there is a field in the circuit notes for NIU Access = Y or N and is part of the testing information that is emailed to the CLECs. If yes is populated it means that Qwest can access the NIU without assistance from either the CLEC or the end user. This information will be kept in the circuit notes and also the OSLOG. When a repair ticket is issued the technicians will validate NIU access field. John then asked which products are covered. Don said unbundled basic products. John asked if this included XDSL and Don said yes. The CR will remain in Development.

- 5/19/04 May CMP meeting Don Tolman, Qwest said that as Qwest installs a service Qwest will note in testing information that is emailed to the CLECs NIU Access = Y or N. If yes is populated it means that Qwest can access the NIU without assistance from either the CLEC or the end user. This information will be kept in the circuit notes and also the OSLOG. When a repair ticket is issued the technicians will validate NIU access field. If yes we still validate for changes with the customer. If Qwest is unable to make contact and the Y is checked then Qwest will make the assumption that access to the NIU is still available and dispatch accordingly. Qwest will put this information into the M&R PCAT under the title of “No Access Information”. Don also noted that if Qwest tries to access the location based on the information in the system and there is no access to the NIU, there will be dispatch charges associated with the trouble ticket. Bonnie Johnson, Eschelon asked if we were to verify with the end user if the building had undergone construction, and they say no, would that be sufficient or does end user need to contact the building manager to verify access. Don answered that he will give examples in the PCAT. Bonnie also asked when doing a repair will the appropriate access information be gathered or updated. Don answered yes. Lastly Bonnie asked if field is blank will it be populated on repair visits. Don answered yes to this also. Doug Andreen, Qwest added that this information will be available in CEMR with the fall release. The timing of the PCAT and notices have yet to be finalized. The CR will remain in Development.

4/21/04 April CMP Meeting Don Tolman, Qwest said that the process has been confirmed with all repair centers and that Qwest is seeing access information being populated. He requested that the CR be moved to CLEC Test. Bonnie Johnson, Eschelon asked if on new installs and repair call if Qwest is going to input access information. Don stated yes, but since the information can change it requires updating when subsequent calls are made to the CLEC. Bonnie asked if Don could quantify at the time of the install or repair ticket how often this information changes. Don stated he could not quantify but it is likely when for instance Qwest terminates to a room not yet built or to an outside location. He further clarified that if Qwest terminates to a closet and notes that a key is needed that information needs to be verified on subsequent calls as to who has the key. Don said we would capture the information to know if access is needed for Qwest NIU. Bonnie asked if the information could be in CEMR and documented in the PCAT that the last demark might be on the customer premise. Don answered that he would take it off line to see if this could be done. The CR will stay in Development.

-- 03/17/04 March CMP Meeting Don Tolman, Qwest covered the response to this CR stating that Qwest has reviewed with Repair Managers the necessity to test to the last point of availability and then call/email the customer of record. He also stated that on repair tickets entered electronically the location and circuit access information should be filled in to aid Qwest in making every attempt to fix the problem. Repair technicians have been advised to obtain this information on calls to the repair centers. Bonnie Johnson, Eschelon asked if Qwest was going to enter the information in its systems and Don answered yes. Bonnie also asked if Qwest would dispatch even after hours and Don said they will. It has been validated that Qwest will test to the last point. John Berard, Covad asked if access required information would be in the notes field and Don answered that if entered through CEMR there are specific fields for this information. Bonnie reiterated that if the CLECs have access information then Qwest wants them to pass the information along and Don said yes. This CR will be moved to Development status.

- 2/18/04 CMP Meeting Don Tolman, Qwest stated that Qwest is currently reviewing the request and will provide a complete response in the March meeting. He requested the CR be moved to Evaluation status.

-- 1/21/04 January CMP Meeting Bonnie Johnson, Eschelon presented this CR. It is designed to provide information regarding if the end user customer or building manager is needed to access the demarc. Late in the day some tickets are put in “no access” status by Qwest when the customer was not needed to access the demarc. She is asking that Qwest note in their systems if the customer has to give access to the demarc when Qwest does an install or repair on a going forward basis. (She also stated to Doug Andreen later in the meeting that DS1 and above are the biggest concern because of customer impact). The CR will move to Presented status.

-- 1/7/04 Clarification to statement made in Clarification Meeting 12/18 (see Below) additional information is in parentheeses. Roszan Jarman-Konkel, Qwest said that in the design world, there is an ability to enter three days worth of premise ( and circuit) access(hours via CEMR.)

Clarification Meeting 8:00 a.m. (MDT) / Thursday 12/18, 2003 1-877-521-8688 1456160# PC120903-1 Qwest will track access required information in it’s systems

Attendees

Kim Isaacs, Eschelon Bonnie Johnson, Eschelon Julie Pickar, U S Link Doug Andreen, Qwest Roszan Jarman-Konkel Paul Hanser, Eschelon Curt Anderson, Qwest Tom McAldine, Eschelon Jim Recker, Qwest Jean Novak, Qwest

Doug Andreen read the full title of the CR as follows: Qwest will track access required information in its systems when Qwest installs new service, or when Qwest dispatches on the repair of an existing line/circuit. Qwest will make the information available to CLECs for use when a CLEC opens a repair ticket for a CLEC end user customer.

Bonnie Johnson, Eschelon explained the reason for the request is that a few months ago Eschelon noticed on POTS and Design that numerous tickets were going to a no access status. Through analysis Eschelon found that on certain tickets Qwest did not need access to the premise to clear the ticket. Eschelon then asked Qwest if they track access needs for the Demarc or circuit. The answer was no. The CR therefore is for Qwest to develop a tracking mechanism to track access information in its systems when installing new service or on the repair of an existing line/circuit.

Doug asked if this would be on a going forward basis and Eschelon answered yes.

Tom McAldine, Eschelon gave an example where a ticket is opened at 3 p.m., Qwest troubleshoots till 6 p.m. and finds the trouble to be outside the serving central office. Eschelon cannot contact the customer and the ticket is then put off till 6 a.m. the next day. Tom said in many cases Qwest will find that in order to fix the problem no premise access was required. Tom further stated that Qwest’s policy is to troubleshoot all the way to customer premise.

Curt Anderson, Qwest clarified that what is asked for is to first ensure that Qwest is following process that is now in place and second, to begin tracking access requirements.

Bonnie answered yes, but the CR is not designed for the compliance issue as this is being addressed by other means.

Jim Recker, Qwest asked if Eschelon was asking for the location of the NIU? Bonnie answered yes.

Roszan Jarman-Konkel, Qwest said that in the design world, there is an ability to enter three days worth of premise access.

Jim asked if this were for design or POTS since different systems are used.

Bonnie answered both.

Doug asked of it was fair to say most of the existing problems are on the design side. Bonnie answered yes DS1 and above are the main areas.

Tom added that the main point was looking beyond the end office to the fiber hut etc. i.e. the equipment between the end office and equipment needing premise access.

Bonnie added that some of the existing information on the Qwest work docs is incomplete and Tom agreed. Confirm Areas & Products Impacted All new service and all lines and circuits that require Qwest repair.

Confirm Right Personnel Involved Cathy Garcia needs to be added. Doug will ensure this happens as she is on vacation now.

Identify/Confirm CLEC’s Expectation These expectations were confirmed. 1. Qwest will develop and train a process that will track whether access is required for future repairs for all new installs and repairs to existing lines circuits. 2. Qwest will make the information available to CLECs when a CLEC opens a repair ticket. 3. Qwest will complete any systems work required to implement the process.

Identify any Dependent Systems Change Requests None identified.

Establish Action Plan (Resolution Time Frame) Bonnie will present the CR at the January CMP meeting with a response being in the February timeframe.

CenturyLink Response

For Review by the CLEC Community and Discussion at the March 2004 CMP Meeting

Bonnie Johnson Senior Manager, ILEC Relations Eschelon Communications

SUBJECT: Qwest Change Request Response CR # PC120903-1 Description of CR: Qwest will track access required information in its systems when Qwest installs new service, or when Qwest dispatches on the repair of an existing line/circuit. Qwest will make the information available to CLECs for use when a CLEC opens a repair ticket for a CLEC end user customer.

For example, if a CLEC opens a ticket at 4 PM because a customer is out of service, and the CLEC designates access hours of 8 AM to 5 PM for the customer and Qwest cannot dispatch by 5 PM that day, Qwest could put the ticket in a No Access status until 8 AM the next morning. Eschelon has provided examples to its Service Management team where Qwest put tickets in a No Access status after access hours, the trouble was in the Qwest network and Qwest did not require the customer end user or building owner to provide access. If Qwest tracked Access required information in its systems and made that information available to the CLECs when opening a ticket, the CLEC could set clear expectations for repair intervals with its own customers and Qwest could set clear expectations and interval with the CLECs. Because Qwest does not track this information, the decision is left to Qwest personnel to make a decision on whether Qwest needs access to its equipment. In addition, if Qwest and a CLEC knew when access was required, the number of unnecessary dispatches and associated charges to the CLEC could be reduced.

The Qwest Operations Staff has reviewed the problem described above and have covered this issue with the repair managers of the maintenance centers. The repair managers are covering all technicians on the requirement to test to the last access point in the circuit that is available. When premise access is needed, Qwest technicians will call or send an electronic message to the CLEC to validate access to the network interface devise before establishing No Access time.

Also, the CEMR user online help provides the following information to the CLEC for inputting of their trouble tickets and access information.

The online help is available to the customers at: http://www.qwest.com/wholesale/systems/WebHelp/Introduction.htm This is CEMR version 2.0 and is supported by Netscape Communicator version 7.0 and Internet Explorer version 5.5.

Access Hours (00:00-23:59 Local Time)

Location The location of the premises where the trouble ticket is submitted, for a Qwest technician to access, if required. Enter the earliest and latest times that a Qwest technician can access the premises for three days, starting on the day the trouble report is entered. You must enter the time in the military format, and the earliest time must be prior to the latest time. For example, 8:00 a.m. must be entered as 08:00, and 1:00 p.m. must be entered as 13:00. You cannot use 24:00 to indicate 12:00 a.m. Enter 23:59 instead. If premises access is not available on these dates, enter normal business hours for both the earliest and latest times. Then, in the Description field, enter No prem access until (specific date).

Circuit The location of the circuit, for a Qwest technician to access, if required. Enter the earliest and latest times that a Qwest technician can access the circuit for three days, starting on the day the trouble report is entered. You must enter the time in the military format, and the earliest time must be prior to the latest time. For example, 8:00 a.m. must be entered as 08:00, and 1:00 p.m. must be entered as 13:00. You cannot use 24:00 to indicate 12:00 a.m. Enter 23:59 instead. If circuit access is not available on these dates, please enter normal business hours for both the earliest and latest times. Then, in the Description field, enter No prem access until (specific date).

Additionally, in an effort to strengthen obtaining correct access, Qwest has made it mandatory for the repair answering centers to obtain all access information, circuit, premise and local contacts as they enter the trouble ticket.

Again all technicians will be required to test to the last access point in the circuit that is available. When premise access is needed, Qwest technicians will call or send an electronic message to the CLEC to validate access to the network interface device before establishing No Access time.

Sincerely,

Don Tolman Qwest Communications