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Archived System CR SCR011904-02 Detail

Expected Deliverable:

CEMR will allow a CLEC to run a full MLT test when opening a CEMR ticket and the results will be recorded in CEMR as a part of the CEMR ticket.

Status History

Project Meetings

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April 22, 2004 Systems CMP Meeting Discussion: Connie Winston/Qwest stated that CR has been denied. Bonnie Johnson/Eschelon stated that she did not remember receiving the denial response. Peggy Esquibel-Reed/Qwest stated that the denial response was emailed to Bonnie (Johnson/Eschelon) on April 15, 2004. Bonnie Johnson/Eschelon stated that she would look for it.

- April 15, 2004 Email Sent to Eschelon: Hi Bonnie, I have attached a copy of your CR requesting ‘CEMR to Allow Full MLT Test When Opening a Trouble Report in CEMR and Have the Results Shown in the CEMR Ticket.’ The CR contains the Qwest Response and will be in the Distribution Package for the April Systems CMP Meeting. Thank you, Peggy Esquibel-Reed Qwest CMP CRPM-Systems

April 1, 2004 Conference Call ATTENDEES: Bonnie Johnson/Eschelon, Jeff Bellin/Eschelon, Peggy Esquibel-Reed/Qwest, Curt Anderson/Qwest, Cathy Garcia/Qwest, Justin Sewell/Qwest, Dave Anderson/Qwest DISCUSSION: Peggy Esquibel-Reed/Qwest stated that the purpose of the call was for further discussion for this request. Curt Anderson/Qwest stated that Qwest is still evaluating this request and so far is not finding a really good solution for this request. Curt stated that Qwest wanted further discussion so Qwest could further explain the current situation, and to ensure that Qwest fully understands Eschelon’s request. Curt stated that based on the current situation and what Qwest currently does provide; Eschelon may opt to withdraw this CR. Bonnie Johnson/Eschelon stated that Eschelon would not withdraw the CR and noted that Qwest would need to deny the CR. Bonnie asked for the reason to deny the request. Curt Anderson/Qwest stated that he would like to further explain the current situation. Curt stated that currently in CEMR, you would go to the Full MLT Tab and run a full MLT. Curt stated that the full results are then displayed. Curt Anderson/Qwest stated that she believes that this request is asking for full results from the Submit Trouble Ticket Tab. Curt stated that the MLT is a full MLT, but the results actually display in the Full MLT Tab. Curt asked to confirm that the request is to incorporate the full results into the Submit Trouble Ticket Tab. Bonnie Johnson/Eschelon stated that Eschelon believed that because they are not getting the results, they thought it was not a full MLT Test. Curt Anderson/Qwest stated that it is a full MLT Test. Bonnie Johnson/Eschelon stated that it is an additional step for Eschelon and noted that it is an efficiency issue. Curt Anderson/Qwest stated that the request is for Qwest to incorporate the test results into the ticket and noted that Qwest cannot provide this functionality due to the space limitation on the ticket and due to back-end systems limitations. Bonnie Johnson/Eschelon asked if Qwest would have a record of the MLT Test that Eschelon would be able to refer to. Curt Anderson/Qwest stated that it depends on the trouble ticket. Curt noted that Qwest also runs our own MLT Test. Justin Sewell/Qwest stated that the MLT results are available for a period of 8-days. Bonnie Johnson/Eschelon asked if it was a separate transaction or when opening the ticket. Justin Sewell/Qwest stated that CEMR would not have the record of the results, when opening the ticket. Justin stated that he would have to check if the back-end would have the results record. Bonnie Johnson/Eschelon stated that Eschelon’s business need is to get the results and to get accurate results. Bonnie noted that this would be a benefit to the CLECs and to Qwest. Bonnie stated that they need to determine where the trouble is by running a full MLT Test before they open a trouble ticket. Bonnie stated that the amount of time the transaction takes is an issue. Jeff Bellin/Eschelon stated that running the MLT in a stand-alone mode or when opening a ticket, takes the same amount of time. Jeff stated that if in stand-alone mode, they still would then need to open a ticket. Bonnie Johnson/Eschelon stated that occasionally when they run a full MLT Test, the problem is identified and fixed; the problem is with the ‘no trouble founds’. Bonnie asked that when they run a stand-alone MLT Test, does Qwest have a record for 8-days or only the most recent test. Justin Sewell/Qwest stated that Qwest would have a record of every execution of an MLT Test. Bonnie Johnson/Eschelon asked if Qwest would be denying this CR based on storage or due to economic infeasibility. Cur Anderson/Qwest stated that Qwest realizes that it is an extra step for Eschelon, but Qwest does currently offer a full MLT Test and does currently display the results. Curt stated that Qwest does currently provide the functionality that Eschelon is requesting. Bonnie Johnson/Eschelon stated that the functionality is not there while opening a ticket, which is what this request is asking for. Cathy Garcia/Qwest asked Eschelon if Eschelon does not run an MLT before they open a ticket anyway. Jeff Bellin/Eschelon responded no due to the volume and the fact that the ticket only says that there is trouble, and they already are aware of that. Jeff stated that the test does not say where the trouble is and Eschelon will not dispatch until they know the reason for the trouble. Jeff stated that they would ask for a Line Test but that test and results takes up Qwest’s and CLEC’s time. Cathy Garcia/Qwest noted that other CLECs may not follow that same process. Jeff Bellin/Eschelon stated that it takes time for the Qwest Screener to run the test and call the CLEC back. Bonnie Johnson/Eschelon stated that it is not done for every ticket. Cathy Garcia/Qwest stated that if the problem is Qwest related, no TIC charge is assessed. Bonnie Johnson/Eschelon stated that in the process, depending on the customer’s problem, they run the MLT Test while opening the ticket and currently they do not get enough information. Bonnie stated that if that step could be prevented and they could get the full MLT results from the ticket, and not do a stand-alone MLT, they could authorize a dispatch with a full understanding of the trouble. Cathy Garcia/Qwest stated that Qwest starts from scratch on running the test’s, so this request does not really have a benefit to Qwest as far as saving Qwest time is concerned. Cathy stated that the Line Test and calling the CLEC for authorization to dispatch is the extra step for Qwest. Cathy again noted that Qwest would not assess a TIC if it is Qwest’s problem. Bonnie Johnson/Eschelon stated what she has heard today will not work for Eschelon and asked if Qwest had any other options. Curt Anderson/Qwest stated that Qwest is not promising to do what he is going to ask, but he would like to know that if having the results displayed, but not on the ticket, acceptable. Bonnie Johnson/Eschelon asked if they would be able to see the results while opening a ticket and asked if it was possible to keep the results of the ticket. Bonnie Johnson/Eschelon asked that if Eschelon changed the request to be able to see the full MLT Test, would Qwest do that effort. Curt Anderson/Qwest stated the Qwest is presenting the option but is not committing to any solution at this time. Curt stated that Qwest would need to meet internally in order to further discuss that option to see if it is a possibility. Bonnie Johnson/Eschelon stated that she appreciates the discussion and stated that if Qwest can deliver a portion of the request, Eschelon would revise the CR, or Qwest could deny this request and Eschelon would submit a new CR. There were no further questions or comments. Peggy Esquibel-Reed/’Qwest stated that Qwest would provide a status at the April Systems CMP Meeting. The call was adjourned.

March 18, 2004 Systems CMP Meeting Discussion: Connie Winston/Qwest stated that Qwest is still evaluating this request and stated that a status would be provided at the April Systems CMP Meeting. There were no comments or questions. The Action Item remains Open.

-- February 19, 2004 Systems CMP Meeting Discussion: Bonnie Johnson/Eschelon reviewed the CR Description. (3/2/04 Revision from Eschelon-Bonnie explained that Eschelon wants full MLT test results included on the ticket. Eschelon does not want to put the test results in remarks). There were no questions or comments. Kit Thomte/Qwest stated that the CR would move to Presented Status.

Judy Schultz/Qwest stated that she wanted to provide an update to the funding approval process that was discussed in the January CMP Systems Meeting. Judy referred everyone to Attachment J in the Distribution Package. She stated that all CRs are being re-evaluated and must be approved. Judy said that CRs could not be scheduled without approval. Judy noted that the status of this CR is: This CR is New.

- Systems Clarification Meeting - Eschelon Change Request Date: January 28, 2004 CR No & Title: SCR011904-02 CEMR to Allow Full MLT Test When Opening a Trouble Report in CEMR and Have the Results Shown in the CEMR Ticket

Introduction of Attendees: Kim Isaacs-Eschelon, Jeff Bellin-Eschelon, Sheryl Peterson-AT&T, Peggy Esquibel Reed-Qwest, John Gallegos-Qwest, Curt Anderson-Qwest, Angela Stewart-Qwest, Jim Recker-Qwest, Rita Sandoval-Qwest, Cathy Garcia-Qwest

Review Requested (Description of) Change: Peggy Esquibel Reed/Qwest reviewed the CR Description and Expected Deliverable: CEMR only allows a basic MLT test and not a full MLT when opening a CEMR ticket. CEMR should allow the CLEC to run a full MLT test when opening a ticket and the results of the test should appear in the CEMR ticket. Eschelon currently runs a full MLT test before opening a CEMR ticket. Eschelon then communicates the results of the MLT test to Qwest in the CEMR ticket. If the CLEC inaccurately communicated or misinterprets the results of the test or Qwest misinterprets the CLECs explanation of the results or problem, the customer end user can experience delays in the repair. If CEMR allowed a full MLT test and the results were recorded in CEMR and the test showed a problem in the Qwest network, Qwest knows at the time the ticket is read what the problem is and can repair the service in a timely manner. If Qwest runs another MLT test and it shows different results, Qwest will know the result is a 'came clear' because of the first MLT test the CLEC ran. If the CLEC cannot run the full MLT test at the time the ticket is opened, the CLEC must take an extra step in the repair process. Eschelon runs a test, opens the ticket and runs the basic test when the ticket is opened. Because the tests results are not the same for a basic MLT test and a full MLT test, there is no way to know if the same problem exists that did when the CLEC ran the full MLT test. The CLEC and Qwest could gain efficiency, decrease repair time and eliminate miscommunication if CEMR would allow a full MLT test and attach the results in the CEMR ticket. Expected Deliverable: CEMR will allow a CLEC to run a full MLT test when opening a CEMR ticket and the results will be recorded in CEMR as a part of the CEMR ticket.

Additional Meeting Discussion: Peggy Esquibel Reed - Qwest asked Eschelon if they had additional information regarding their request. Jeff Bellin - Eschelon stated that Eschelon’s backlog is too big for a full MLT and the result is vague information. The information only states that there is trouble on the line, with no detail. Jeff stated that more information is provided for a full MLT. Jeff stated that Eschelon does not roll a truck if a test shows that there is trouble on the line and stated that Eschelon does not have time to run a full MLT on every ticket. Jeff stated that a full MLT takes the same amount of time to run and the results provide more data. Kim Isaacs - Eschelon stated that there is a need to gain efficiency for both Eschelon and Qwest technicians. Kim stated that detail on the CEMR ticket streamlines the process and eliminates communications. Kim stated that it is an extra step to wait for a full MLT result. John Gallegos - Qwest asked to confirm that this is for all products. Kim Isaacs - Eschelon stated that MLT is for non-designed products. Jeff Bellin - Eschelon agreed. Curt Anderson - Qwest asked to confirm that Eschelon does not want to utilize the MLT Tab before they issue a ticket. Jeff Bellin - Eschelon stated that the current process slows down the process and it results in a backlog. Jeff stated that Eschelon does not know if trouble is on the Eschelon end or the Qwest end. Jim Recker - Qwest asked how long it took to run a full MLT test. Jeff Bellin - Eschelon stated that it takes from 3 to 10 minutes. Curt Anderson - Qwest stated the timeframe is usually 3 minutes. John Gallegos - Qwest asked if the expectation was that the CLEC initiates the MLT when the ticket is opened or that the MLT is automatically generated for every ticket. Jeff Bellin - Eschelon stated that it should be a selection and that Eschelon is looking for significant results, such as how far out, etc. Jim Recker - Qwest asked Eschelon if they could estimate how many, out of 10, would Eschelon request a full MLT for. Jeff Bellin - Eschelon stated that it is hard to say and that it depends on the problem. Jeff stated that if their customer could not use their line, Eschelon would request an MLT 50% of the time. John Gallegos - Qwest asked to confirm that Eschelon would run a full MLT at lease 50% of the time. Jeff Bellin - Eschelon stated that 50% was just a guess. John Gallegos - Qwest asked if there were specific types of trouble that a ticket would be opened for, that Eschelon would want a full MLT for. John stated that he was asking in order to determine the degradation of an MLT test. Jeff Bellin - Eschelon stated that in going back 5-days to January 23rd, there were quite a few trouble tickets opened. Kim Isaacs - Eschelon asked Jeff (Bellin) if there is a trouble reported field that Qwest could look at and asked if it is a free-form text. Jeff Bellin - Eschelon stated that he has not researched that and stated that he does not know if it separates anywhere. Kim Isaacs - Eschelon stated that Qwest is looking for the scope, it would be for non-designed with trouble categories of static, no dial tone, can’t be called, and can’t call out. Kim stated that there could also be more categories, for a full MLT test. Jeff Bellin - Eschelon stated that it would be for a priority 1 and a priority 2. Kim Isaacs - Eschelon stated that she hopes that this will streamline the workflow for Eschelon and for Qwest. There were additional questions or comments. Confirmed Impacted Area(s): Peggy Esquibel Reed - Qwest confirmed the impacted area of Maintenance & Repair.

Confirmed Impacted Interfaces: Peggy Esquibel Reed-Qwest confirmed that CEMR is the impacted interface.

Confirmed Impacted Products: Peggy Esquibel Reed - Qwest confirmed that this CR is for All Non-Designed Products.

Business Need/Problem to be Solved: Possible delay in repair for the CLEC end user customer. To streamline the workflow for Eschelon and Qwest.

Establish Action Plan & Resolution Time Frame: Peggy Esquibel Reed- Qwest stated that this CR is due for presentation at the February 19, 2004 Systems CMP Meeting. Qwest will provide the response to the CR in March 2004.

CenturyLink Response

April 6, 2004

Bonnie Johnson Eschelon

This letter is in response to CLEC Change Request number SCR011904-02, dated 01/19/04, and titled: CEMR to Allow Full MLT Test When Opening a Trouble Report in CEMR and Have the Results Shown in the CEMR Ticket.

CR Description: CEMR only allows a basic MLT test and not a full MLT when opening a CEMR ticket. CEMR should allow the CLEC to run a full MLT test when opening a ticket and the results of the test should appear in the CEMR ticket. Eschelon currently runs a full MLT test before opening a CEMR ticket. Eschelon then communicates the results of the MLT test to Qwest in the CEMR ticket. If the CLEC inaccurately communicated or misinterprets the results of the test or Qwest misinterprets the CLECs explanation of the results or problem, the customer end user can experience delays in the repair. If CEMR allowed a full MLT test and the results were recorded in CEMR and the test showed a problem in the Qwest network, Qwest knows at the time the ticket is read what the problem is and can repair the service in a timely manner. If Qwest runs another MLT test and it shows different results, Qwest will know the result is a 'came clear' because of the first MLT test the CLEC ran. If the CLEC cannot run the full MLT test at the time the ticket is opened, the CLEC must take an extra step in the repair process. Eschelon runs a test, opens the ticket and runs the basic test when the ticket is opened. Because the tests results are not the same for a basic MLT test and a full MLT test, there is no way to know if the same problem exists that did when the CLEC ran the full MLT test. The CLEC and Qwest could gain efficiency, decrease repair time and eliminate miscommunication if CEMR would allow a full MLT test and attach the results in the CEMR ticket.

Expected Deliverables/Proposed Implementation Date (if applicable): CEMR will allow a CLEC to run a full MLT test when opening a CEMR ticket and the results will be recorded in CEMR as a part of the CEMR ticket.

History: The CR was submitted on 01/19/04 and acknowledged on 01/20/04. A clarification meeting was held on January 28, 2004 with Eschelon, AT&T, and Qwest representation. At this meeting Eschelon clarified that this request would eliminate an extra step in running the full MLT Test. There was an additional call on April 1, 2004 where Qwest explained that the results of the Full MLT Test are currently available, in CEMR. Eschelon confirmed that their business need was to have the results of the MLT Test on the trouble ticket, which would eliminate an extra step and improve their efficiencies. Qwest Response: Qwest has completed an analysis for SCR011904-02, "CEMR to Allow Full MLT Test When Opening a Trouble Report in CEMR and Have the Results Shown in the CEMR Ticket." Qwest’s expectation is that a CLEC will run an MLT prior to creating a trouble ticket as part of trouble isolation as opposed to when the ticket is opened. Qwest believes that the ability to run and view a full MLT in its current location and format fulfills the customer’s needs for MLT data. It should be noted that Qwest automatically runs its own MLT when necessary, and the results from this test are used by the Qwest technician. CLEC submitted trouble ticket MLT data that is inaccurately provided will not have an impact on the processing of the trouble ticket. Thus, having CLEC initiated MLT results incorporated into the trouble ticket would be an unnecessary or redundant system usage.

MLT is a diagnostic repair test that can be performed by a CLEC via CEMR on a loop connected to a Qwest switch after the loop has been provisioned to the CLEC. Today, the CEMR User has the opportunity to run four (4) different types of MLT from the MLT tab in CEMR. If the user chooses, they may incorporate the results from the MLT test into the narrative section of the trouble ticket.

Additionally, Qwest does not recognize the benefit in providing this information in two different places.

Consequently, Qwest is denying your request for SCR011904-02, CEMR to Allow Full MLT Test When Opening a Trouble Report in CEMR and Have the Results Shown in the CEMR Ticket, for no demonstrable business benefit.

Sincerely, Qwest

-- DRAFT RESPONSE

March 5, 2004

RE: SCR011904-02 CEMR to Allow Full MLT Test When Opening a Trouble Report in CEMR and Have the Results Shown in the CEMR Ticket

Qwest has reviewed the information submitted as part of Change Request SCR011904-02. Based upon research that has been conducted following the Clarification Meeting (held January 28, 2004) Qwest is still examining the issue. Qwest will continue to research the problem and provide an updated response at the April Systems CMP Meeting.

At the March Monthly Systems CMP Meeting, CMP participants will be given the opportunity to comment on this Change Request and provide additional clarifications. Qwest is interested in the experiences of the CMP community as relates to this issue. Qwest will incorporate any feedback received at the next Monthly Systems CMP Meeting into further evaluation of this Change Request.

Sincerely, Qwest