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Archived System CR SCR042204-01 Detail

RTC will allow the CLEC to verify completion of repairs and in many cases initiate an automatice test through MLT or other methods avialable to the CLEC. This will result in verification of repairs and no need to create a subsequent trouble ticket, as is the cast now, when the ticket is closed without verification. The ultimate result is a savings in resources, both mechanical and personnel, lower MTTR since the CLEC ticket will be closed when repairs are completed and there is no need for additional tickets, and improved customer satisfaction.

Status History

Project Meetings

Jim Recker/Qwest stated that this CR was denied. Jim stated that this CR requires two events and is not available for POTS. Jim said that for non-design, it is not available until the ticket is closed. Jim stated that the cost for the Telecordia system and other modules is in the $9M range and is economically not feasible. Donna Osborne-Miller/AT&T stated that AT&T was disappointed that this CR was denied. Donna asked who Qwest requested bids from. Jim Recker/Qwest stated that we used the Qwest IT experts that work with the various repair systems to determine the costs associated with this request. Donna Osborne-Miller/AT&T said that they are disappointed and hoped to have further opportunities and discussions in 2005. Jill Martain/Qwest stated that this CR will be closed. 9/27 Comment Received from Eschelon – This should be a denied status. Not Closed.

8/18/04 Systems CMP Meeting

Connie Winston/Qwest stated that we are still evaluating this CR.

7/22/04 Systems CMP Meeting

Connie Winston/Qwest stated that we are still evaluating this CR.

5/20/04 Systems CMP Meeting

Ervin Rae/AT&T reviewed the CR description. Ervin stated that AT&T is requesting that Qwest build a function into the CEMR system that will send a Request to Close (RTC) when a technician has completed work on a trouble ticket. He said that the RTC will allow the CLEC to verify completion of repairs and in many cases initiate an automatic test through MLT or other methods available to the CLEC. Ervin stated that this will result in verification of repairs and no need to create a subsequent trouble ticket, as is the case now, when the ticket is closed without verification. He stated that AT&T is requesting this functionality on UNE-P POTS. 6/1/04 Revision to Minutes from Eschelon – Bonnie asked Ervin if the intent of this CR was to have Qwest verify the issue is resolved before closing the ticket. Ervin said yes it is. Bonnie Johnson/Eschelon stated that they support this change request. Peggy Esquibel-Reed/Qwest stated that the status of this CR is in Presented Status.

4/30/04 Clarification Meeting

Attendees:

Ervin Rae - AT&T, Cathy Garcia - Qwest, Angie Blue - Qwest, Curt Anderson - Qwest, Michael Lopez - Qwest, Lynn Stecklein - Qwest

Review Description of Change Lynn Stecklein - Qwest reviewed the description on behalf of AT&T. AT&T is requesting that Qwest build a function into the CEMR system that will send a Request to Close (RTC) when a technician has completed work on a trouble ticket.

Ervin Rae - AT&T said that RTC will allow the CLEC to verify completion of repairs and in many cases initiate an automatice test through MLT or other methods avialable to the CLEC. This will result in verification of repairs and no need to create a subsequent trouble ticket, as is the case now, when the ticket is closed without verification. The ultimate result is a savings in resources, both mechanical and personnel, lower MTTR since the CLEC ticket will be closed when repairs are completed and there is no need for additional tickets, and improved customer satisfaction.

Discussion Ervin Rae - AT&T stated that Qwest is the only ILEC that does not provide this function. Curt Anderson - Qwest asked how this works today. Ervin Rae - AT&T stated that the trouble may be resolved but additional tickets are created. Ervin said that this is for inside and outside technicians. Curt Anderson - Qwest asked if this would be in addition to the call. Ervin Rae - AT&T said that they are trying to get away from the call. Ervin stated that 11% of their trouble tickets require other tickets. Cathy Garcia - Qwest asked if Qwest was able to provide this functionality, how long would AT&T take to close the ticket. Ervin Rae - AT&T said that closure would be almost simultaneously (2 minutes). Cathy Garcia - Qwest asked if the customer is on the phone and the MLT doesn't work

Confirm Areas and Products Impacted Ervin Rae - AT&T stated that they would like this functionality in CEMR and for the UNE-P product.

Establish Action Plan Lynn Stecklein/Qwest stated that AT&T would present this request in the May 20, 2004 CMP Systems Meeting.

CenturyLink Response

DRAFT RESPONSE For Review by CLEC Community and Discussion at the September 2004 CMP Meeting

Donna Osborne-Miller AT&T

SUBJECT: CEMR Request to Close

This letter is in response to your CLEC Change Request Form, SCR042204-01, dated 04/22/2004, Titled: CEMR Request to Close.

CR Description: That Qwest build a function into the CEMR system that will send a Request to Close (RTC) when a technician has completed work on a trouble ticket.

RTC will allow the CLEC to verify completion of repairs and in many cases initiate an automatic test through MLT or other methods available to the CLEC. This will result in verification of repairs and no need to create a subsequent trouble ticket, as is the cast now, when the ticket is closed without verification. The ultimate result is a savings in resources, both mechanical and personnel, lower MTTR since the CLEC ticket will be closed when repairs are completed and there is no need for additional tickets, and improved customer satisfaction.

Expected Deliverable: Build a function into the CEMR system that will send a Request to Close (RTC) when a technician has completed work on a trouble ticket.

Qwest Response:

Qwest has completed the analysis for SCR042204-01, titled, CEMR Request To Close and has determined that this change is economically not feasible.

The RequestToClose procedure used in the Designed Services operations centers today involves two events from the Qwest technician and one response from the CLEC technician. The Request to Close capability is existing in the Designed Services Operations Support System. For non-design (POTS), the capability is not available.

All event”data elements (access period, dispatch detail, etc.) in the Non-Design process may not be available until the ticket is closed.

To perform the functions requested in this change request, development of a new system would be required to do the translation between the new OSS changes and the new user procedure. The estimated cost for the middleware for this new system would be approximately $5.5 Million. Additional enhancements would be needed for existing vendor software (Telcordia, Tekmark and Fluke Network) and Operations that are estimated at an additional $9 Million.

Due to the high cost of implementing this request, Qwest is denying SCR042204-01 CEMR Request to Close.

Estimated Costs:

New System Development $ 5,500,000 Tekmark Systems $ 3,000,000 Telcordia Application Changes $ 5,000,000 SSM (Shared Module $ 1,000,000 TOTAL $14,500,000

Sincerely,

Qwest

DRAFT RESPONSE

July 13, 2004

RE: SCR042204-01 (CEMR Request to Close)

Qwest has reviewed the information submitted as part of Change Request SCR042204-01. Based upon research that has been conducted following the Clarification Meeting (held April 30, 2004) Qwest is still examining this change request. Qwest will continue to research the problem and provide an updated response at the August Systems CMP Meeting.

At theAugust 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