Archived System CR SCR012604-01MN Detail |
| Title: REV 2 17 04 Manual: When a ticket is opened in CEMR for DSL, provide the information the CLEC requires to track the ticket in the notes. When ticket closed to "referred to another department", provide the information on the number ticket opened. | |||||
| CR Number |
Current Status Date |
Level of Effort |
Interface/ Release No. |
Area Impacted |
Products Impacted |
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| SCR012604-01MN |
Completed 3/5/2004 |
- | 15/ | Maintenance and Repair | Qwest DSL |
| Originator: Johnson, Bonnie |
| Originator Company Name: Eschelon |
| Owner: Winston, Connie |
| Director: |
| CR PM: Esquibel-Reed, Peggy |
| Description Of Change |
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Eschelon asks Qwest to update CEMR to allow CLECs to open, status and review history for repair tickets it opens for the Qwest DSL feature. Because Qwest does not allow Qwest DSL repair tickets to be opened, tracked and review the history in CEMR, Eschelon must keep a manual spreadsheet for all repair tickets Eschelon opens on the Qwest DSL feature. Qwest internal departments have access to this information but Qwest does not make it available to Eschelon. In 12.2.2.1 of Qwest’s SGAT the language states "Qwest shall provide electronic interface gateways, including an Electronic Bonding interface and a GUI interface, for reviewing a Customer’s trouble history at a specific location, conducting testing of a Customer’s service where applicable, and reporting trouble to facilitate the exchange of updated information and progress reports between Qwest and CLEC while the Trouble Report (TR) is open and a Qwest technician is working on the resolution CLEC may also report trouble through manual processes. For designed services, the TR will not be closed prior to verification by CLEC that trouble is cleared." However, Qwest does not allow Eschelon to open, track or review the repair history of Qwest DSL feature repair ticket in CEMR even though Qwest communicates it offers this in its SGAT and lists no exceptions in its SGAT excluding this product. Eschelon and our Qwest Service Management Team discovered Qwest did not track the Qwest DSL feature repair problems through normal processes during a joint root cause effort. In fact, our Service Manager told Eschelon that Qwest does not use the customers telephone number the DSL is associated with in the Qwest DSL feature repair process. Eschelon gives Qwest the telephone number when it first calls the ticket in to the Qwest DSL repair center, however, it appears the telephone number is not used after that point. A CLEC uses the telephone number to open, track and view history on any non-design feature repair report (other than Qwest DSL) using the telephone number the feature is associated with. Qwest uses a different process for Qwest DSL feature repair tickets (CLEC even calls a different Qwest repair center).Eschelon has developed a manually intensive spreadsheet to track Qwest DSL feature repairs because the Qwest ticket number is the only information Qwest will accept to get status on the repair once the ticket is opened. Qwest should update CEMR to allow CLEC to open, track and view history for Qwest DSL feature repairs so CLECs have an electronic means to manage repair tickets for Qwest DSL feature repair.
REVISION / ADDITION TO CR DESCRIPTION 2-17-2004: Qwest will use closing codes associated to the DSL repair and not use "referred to another department".
Expected Deliverable: Qwest will provide an electronic means to open, track status and view history for Qwest DSL feature repair tickets. On an interim basis, Qwest will develop a manual process to provide CLECs electronic information upon CLEC request.
REVISION / ADDITION TO EXPECTED DELIVERABLE 2-17-2004: On an interim basis, when CLEC opens a ticket in CEMR for DSL, Qwest will provide the information the CLEC requires to track the ticket in the notes. When Qwest closes the ticket to "referred to another department", Qwest will provide the information on the number ticket opened.
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Status History |
| Date | Action | Description |
| 2/4/2004 | Clarification Meeting Held | |
| 2/5/2004 | Related Change Request | SCR012604-01 for the Mechanized Solution |
| 2/17/2004 | Record Update | Revision to CR Title, CR Description, and Expected Deliverable received from Eschelon. |
| 2/19/2004 | Discussed at Monthly CMP Meeting | Discussed at the February Systems CMP Monthly Meeting; please see February Systems CMP Distribution Package, Attachments B, H, J |
| 2/19/2004 | Status Changed | Status changed to presented |
| 3/18/2004 | Discussed at Monthly CMP Meeting | Discussed at the March Systems CMP Monthly Meeting; please see March Systems CMP Distribution Package, Attachment I |
| 4/22/2004 | Discussed at Monthly CMP Meeting | Discussed at the April Systems CMP Monthly Meeting; please see April Systems CMP Distribution Package, Attachment I |
Project Meetings |
| April 22, 2004 Systems CMP Meeting Discussion: Michael Lopez/Qwest stated that the mechanized solution is proceeding down its path. Michael stated that there is a current manual process in place for the CLEC to call their Service Manager and get the OSSLOG notes, which can be emailed or faxed. Michael stated that there have been only 2 requests this year for that data. Michael stated that he is not clear if Eschelon is asking for a more expeditious process. Michael stated that it would be very cumbersome for the Center to this manually. Michael stated that Qwest is looking at their business need and is looking for a solution to meet the need. Michael stated that Qwest is also analyzing the effort that will be needed to implement the manual solution. Bonnie Johnson/Eschelon stated that the current process of contacting Service Management is not a Qwest documented process. Bonnie stated that Eschelon does use this process but does not believe that any other CLEC does. Bonnie stated that an interim process is needed for root cause analysis and concerns of tracking. Bonnie stated that she receives the information thru the U.S. Mail. Bonnie stated that when they need the history of a DSL problem, of a customer impacting issue, they cannot wait for the U.S. Mail. Bonnie stated that if Qwest can deploy the electronic means to open a ticket a CEMR, and track the history, by June, no manual work is needed. Bonnie stated that they need the information electronically. Bonnie stated that they need the history tracked in CEMR; the U.S. Mail is too slow. Michael Lopez/Qwest stated that Qwest is still looking at getting the CR for the electronic means scheduled but noted that it may not be in the June timeframe. Michael stated that the information could be faxed to them instead of having to wait for the U.S. Mail. Bonnie Johnson/Eschelon stated that they need the information in CEMR when this is a customer-impacting problem. Bonnie Johnson/Eschelon stated that she only needs the history of the ticket while it is opened, not 2 months worth of history. 5/3/04 Revision to Minutes from Eschelon - Eschelon is asking for DSL ticket history to work the ticket not 'historical data'. There were no additional questions or comments. This Action Item remains open.
March 18, 2004 Systems CMP Meeting Discussion: Peggy Esquibel-Reed/Qwest stated that Qwest is still evaluating the requested manual process. There were no questions or comments. This CR remains open.
-- February 23, 2004 Email Received from Eschelon: Thanks Peggy!! Bonnie J. Johnson Director Carrier Relations Eschelon Telecom, Inc.
February 23, 2004 Email Sent to Eschelon: Hi Bonnie, - SCR012604-01 REV. 2-17-04 Mechanize Qwest DSL feature repair tickets opened, tracked & history provided in CEMR using the associated TN to request information. Use closing codes associated to the DSL repair & not use "referred to another department". - SCR012604-01MN REV 2-17-04 Manual: When a ticket is opened in CEMR for DSL, provide the information the CLEC requires to track the ticket in the notes. When ticket closed to "referred to another department", provide the information on the number ticket opened. I thought I had sent these to you already but do not find them in my 'sent' box. I apologize. I have made revision's to the CR Titles, CR Descriptions, and Expected Deliverables. Please review them and advise if you are ok with the changes or advise what you would like changed. The Titles look a little different because the text was too long and I had to shorten them. They should still be appropriate for the request's. Let me know. Thanks, Bonnie. Peggy Esquibel-Reed Qwest CMP CRPM -- Systems
-- February 19, 2004 Systems CMP Meeting Discussion: Peggy Esquibel-Reed/Qwest stated that a CR Revision was received and stated that the revised title is REV. 2-17-04 Mechanize Qwest DSL feature repair tickets opened, tracked & history provided in CEMR using the associated TN to request information. Use closing codes associated to the DSL repair & not use "referred to another department". Bonnie Johnson/Eschelon reviewed the CR Description, including the revision, and stated that regardless of the Qwest department, that is working the order, they need the ability to track tickets electronically. Bonnie stated that they are not currently able to view history. Bonnie stated that on an interim basis, Eschelon wants information of where the ticket was sent and who, within Qwest, to call to get information regarding the ticket. Bonnie Johnson/Eschelon stated that Eschelon might submit another CR for voicemail and AIN features. There were no questions or comments regarding this change request. 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
-- February 17, 2004 Received Revised CR from Eschelon; ORIGINAL TITLE: Qwest DSL feature repair tickets opened, tracked and history provided in CEMR using the telephone number the Qwest DSL feature is associated with to request information - Manual Process.
- February 6, 2004 Email Response Received from Eschelon: Thanks Peggy. Bonnie J. Johnson Director Carrier Relations Eschelon Telecom, Inc.
-- February 5, 2004 Email Sent to Eschelon: Hi Bonnie and Kim, This email is in regard to your submitted CMP CR of SCR012604-01 Qwest DSL Feature Repair Tickets Opened, Tracked and History Provided in CEMR Using the Telephone Number the Qwest DSL Feature is Associated with to Request Information. The CR is requesting both a mechanized solution and a manual process be put into place. This was confirmed during yesterday's Clarification Call. The CMP Process Document (Section 5.1.4) states that if a manual process is to be put into place, a second systems CR must be opened with the same number as the original CR with a suffix of MN. The 'MN' CR would remain open until the closure of the associated systems CR. Based on that information, I have created the 'MN' CR for the manual process work effort. As stated in the CMP Process Document, the CR number assigned is SCR012604-01MN. Please let me know if you have any concerns in regard to this issue. I have attached a copy of SCR012604-01MN for your records. I have also added the words 'Mechanized Solution' to the title of SCR012604-01. I have attached a copy of that CR as well. Both SCR012604-01 and SCR012604-01MN are scheduled for presentation at the February Systems CMP Meeting. Thank you, Peggy Esquibel-Reed Qwest CMP CRPM
Eschelon Change Request - Systems Clarification Meeting Date: February 4, 2004 CR No & Title: SCR012604-01 Qwest DSL Feature Repair Tickets Opened, Tracked and History Provided in CEMR Using the Telephone Number the Qwest DSL Feature is Associated with to Request Information Introduction of Attendees: Kim Isaacs-Eschelon, Ray Smith-Eschelon, Peggy Esquibel Reed-Qwest, John Gallegos-Qwest, Rita Sandoval-Qwest, Cathy Garcia-Qwest, Curt Anderson-Qwest, Angela Stewart-Qwest, Michael Lloyd - Qwest Review Requested (Description of) Change: Peggy Esquibel Reed-Qwest reviewed the CR Description and expected deliverable. Confirmed Impacted Area(s): Maintenance and Repair Confirmed Impacted Interfaces: Mechanized Solution is CEMR Manual Solution is Other Confirmed Impacted Products: Qwest DSL Meeting Discussion: Kim Isaacs-Eschelon stated that Eschelon is not able to see tickets of EB, MB, or PB so they cannot be tracked electronically. Kim stated that this is a manually intensive process for Eschelon to track. Kim stated that they do not have the ability to track and view history. Curt Anderson-Qwest stated that CEMR does not currently have that functionality and asked if Eschelon calls in the trouble ticket information today. Kim Isaacs-Eschelon responded yes. Curt Anderson-Qwest asked if Eschelon uses the telephone number. Kim Isaacs-Eschelon responded yes and noted that they are required to provide the ticket number. Curt Anderson-Qwest asked Eschelon which was more important to them; the ability to track a ticket or the ability to submit a ticket. Kim Isaacs-Eschelon stated that they would like to do all and stated that it is manually intensive to track via phone conversations. John Gallegos-Qwest asked that if Qwest could only provide one of those options, would the preferred option be for the ability to open a ticket or the option of the ability to track a ticket. Kim Isaacs-Eschelon stated that the ability to open a ticket is nice, but the trouble is really after the ticket is opened because there is not a way to track it. Kim stated that tracking a ticket to conclusion is the problem. Kim stated that if they can open a ticket via a phone conversation and then have CEMR track the ticket, that would be the preferred option. John Gallegos-Qwest asked if a manual process was still needed prior to a system change. Kim Isaacs-Eschelon stated yes and stated that the manual process needs to include the history. Cathy Garcia-Qwest asked how Eschelon currently gets that information. Kim Isaacs-Eschelon stated that their Service Manager could get some WFA information and history but that it takes time to get it. Cathy Garcia-Qwest stated that the current process is to call in a ticket and to call for status. Cathy asked if Eschelon has tried calling the Center to request history. Kim Isaacs-Eschelon stated yes and stated that this CR is asking for it to be electronic. Cathy Garcia-Qwest stated that it sounds like the manual process is already in place and the CR would then be for the electronic process. Cathy asked if Eschelon is asking for the response to be electronic. Kim Isaacs-Eschelon stated yes, they want a copy of the OFFLOG. There were no additional questions or comments. Obtain the Business Need from the CR Originator - What is the problem that needs to be solved: Need ability to electronically track trouble tickets and to view the history. Establish Action Plan & Resolution Time Frame: CR due for presentation at the February 19, 2004 Systems CMP Meeting. Qwest will provide the response to the CR in March 2004. (Section 5.1.4)
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CenturyLink Response |
| DRAFT RESPONSE March 5, 2004 RE: SCR012604-01MN REV 2-17-04 Manual: When a ticket is opened in CEMR for DSL, provide the information the CLEC requires to track the ticket in the notes. When ticket closed to "referred to another department", provide the information on the number ticket opened. Qwest has reviewed the information submitted as part of Change Request SCR012604-01MN. Based upon research that has been conducted following the Clarification Meeting Qwest is still examining the issue. Qwest will continue to research the problem and provide an updated response at the March 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
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Information Current as of 1/11/2021