Wholesale: Products & Services

Archived System CR SCR100203-01 Detail

Qwest should update CEMR to allow a CLEC the ability to bond a message in CEMR on a non-design ticket when the initial commit time has passed. The CLEC needs the ability to electronically accept the next available commit time without an initial call to request one. Once the new commit time has been accepted by the CLEC, the CLEC then needs the functionality to bond a message.

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2-17-2004 Revised CR Description and Expected Deliverable:

Qwest should update CEMR to allow a CLEC the ability to bond a message in CEMR on a non-design ticket when the commit time has passed. Because the CLEC cannot bond a message on these tickets, the CLEC is forced to call Qwest repair to update the ticket. For examples, Qwest put Eschelon’s CEMR ticket number 0083128 in a NA statu .because the commit time had passed Eschelon called Qwest to remove the NA status and get the ticket moving again because Eschelon could not do so electronically, however, the ticket remained in NA status for three business days despite Eschelon’s verbal request to remove the NA status. CEMR does not allow electronic bonding when the ticket is in NA status so Eschelon has no record we requested to have the ticket removed from the NA status. This could delay Eschelon from resolving critical customer issues in a timely manner. This functionality does exist for design tickets. There are no unique circumstances for create a need for this functionality for design tickets but not non-design tickets.

EXPECTED DELIVERABLE:

Update CEMR to allow electronic bonding when the commit time has passed on a CEMR submitted repair ticket.

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ORIGINAL CR INFORMATION:

Qwest should update CEMR to allow a CLEC the ability to bond a message in CEMR on a non-design ticket when the status is NA. Because a CLEC cannot bond a message on these tickets, the CLEC is forced to call Qwest repair to update the ticket. For examples, Qwest put Eschelon’s CEMR ticket number 0083128 in a NA status. Eschelon called Qwest to remove the NA status and get the ticket moving again because Eschelon could not do so electronically, however, the ticket remained in NA status for three business days despite Eschelon’s verbal request to remove the NA status. CEMR does not allow electronic bonding when the ticket is in NA status so Eschelon has no record we requested to have the ticket removed from the NA status. This could delay Eschelon from resolving critical customer issues in a timely manner. This functionality does exist for design tickets. There are no unique circumstances for create a need for this functionality for design tickets but not non-design tickets.

Expected Deliverable:

Update CEMR to allow electronic bonding when a CEMR submitted repair ticket is in a NA status.

Status History

Project Meetings

- October 19, 2005 Systems CMP Meeting Discussion: This CR deployed on 10/10/05 and a trouble ticket has been opened. The bug fix is scheduled for 10/24/05. This CR remains in CLEC Test.

- September 21, 2005 Systems CMP Meeting Discussion: This CR will deploy on 10/10/05. Jill Martain/Qwest stated that she was notified late last night that there could be potential issues with the October releases and that since we were all meeting today she wanted to let everyone know that there was the potential that the release dates could slip. Jill advised that Qwest would send the appropriate system notifications if it is determined that the release date needed to change.

EXCERPT from Announcement Date: September 9, 2005 Effective Date: Immediately Notification Number: SYST.09.09.05.F.03263.CEMROctRelDrftRelNotice Notification Category: Systems Notification Target Audience: CLECs, Resellers Subject: CMP-CEMR System Change October 10, 2005 CEMR Release: Draft Release Announcement Associated CR Numbers: CLEC CR #: SCR100203-01

In conjunction with the CEMR system release targeted for implementation on October 10, 2005, Qwest is enhancing the application as outlined below.

Summary of Changes: SCR100203-01 Allow CLEC to bond a message in CEMR on a non design ticket when the error message is received that indicates that the commit time has passed:

Qwest will update CEMR to allow the ability to bond a message in CEMR on a non-design ticket when the initial commit time has passed. The CLEC needs the ability to electronically accept the next available commit time without an initial call to request one. Once the new commit time has been accepted by the CLEC, the CLEC then needs the functionality to bond a message.

Once a CLEC has found the trouble report needed, they will be able to edit it, cancel it, change the appointment time, or request a new commitment time. A CLEC will be able to change commitment times only for which the original commitment time has expired and if the trouble report is still opened. The CLEC will be able to view closed trouble reports for a day after they’ve been closed, but won’t be able to change commitment times.

Note: The above changes for SCR060204-01X and SCR100203-01 will be reflected in the final 2.08.00 CEMR Online Help on September 19, 2005 at http://www.qwest.com/wholesale/cmp/reviewarchivesystem.html.

June 15, 2005 Systems CMP Meeting Discussion: Jill Martain-Qwest stated that there has been a date change from September 5th to October 10th, for this CR due to synergies with SCR021104-01. Jill stated that SCR021104-01 has impacts to IMA and to CEMR, so the targeted CEMR CRs will all be deployed in the same release, on October 10th. Liz Balvin-Covad asked if the sign-on enhancement in 18.0 would be in IMA and in CEMR. Jill Martain-Qwest said yes. This Action Item is closed.

-- April 20, 2005 Systems CMP Meeting Discussion: Jill Martain-Qwest provided the September 5, 2005 targeted implementation date for this Change Request. This Action Item was Closed.

- April 28, 2004 Communicator Excerpt: Announcement Date: April 28, 2004 Effective Date: April 28, 2004 Notification Number: SYST.04.28.04.F.01616.CEMRApRelupdateHelp Notification Category: Systems Documentation Target Audience: CLECs, Resellers Subject: CEMR April Release and Update Online Help Associated CR # or System Name and Number: CEMR

This notification is to advise you that the CEMR April Release was successfully completed on April 25, 2004.

Following is a summary of the changes that occurred with the deployment of this release: 2. The error message "A trouble ticket cannot be modified or cancelled if it is in CLEARED status, or if the modification is prohibited due to business rules" was modified to "A trouble ticket cannot be modified or cancelled if it is in CLEARED status, the commitment date/time has expired, or if the modification is prohibited due to business rules". This was also added to the section Maintain Non Design TN Problem in the topic Error Messages- Non Design Services, in the CEMR Online help

-- April 22, 2004 Systems CMP Meeting Discussion: Connie Winston/Qwest stated that the LOE for the error message is 420 to 630 hours and is pending scheduling. This Action Item is closed.

-- April 8, 2004 Received Email from Bonnie Johnson/Eschelon: Peggy, The revision is perfect! Bonnie J. Johnson Director Carrier Relations Eschelon Telecom, Inc.

- April 7, 2004 Email Sent to Eschelon (Bonnie, Kim, Jeff): Good Afternoon, I have attached a copy of the revised CR for Allowing CLEC to Bond a Message. Please review the Revised CR Title and CR Description and advise if you agree with the revised language or advise what you would like changed. The CR also contains the meeting minutes from our April 1st Conference Call. Thank You, Peggy Esquibel-Reed Qwest CMP CRPM-Systems

-- April 1, 2004 Conference Call: ATTENDEES: Bonnie Johnson/Eschelon, Jeff Bellin/Eschelon, Kim Isaacs/Eschelon, Peggy Esquibel-Reed/Qwest, Curt Anderson/Qwest, Cathy Garcia/Qwest, Justin Sewell/Qwest, Dave Anderson/Qwest DISCUSSION: Curt Anderson/Qwest stated that Qwest cannot fully meet Eschelon’s originals request (dated October 2, 2003) but that Qwest would like to propose an option that may meet Eschelon’s need. Curt Anderson/Qwest stated that based on further research, Qwest does not have the capability to allow to bond a message after the commit time has lapsed. Qwest can offer the option that if a CLEC tries to update a ticket, the CLEC would get an error message saying that the commit time has passed and then Qwest would electronically provide the next available commit time. The CLEC can accept the new time, then will be able to bond a message. If the new time is not acceptable, the CLEC would then need to call Qwest, as they currently do. Bonnie Johnson/Eschelon said then I would get an error message that advises that I cannot bond a message. Bonnie asked Jeff if the only time that they would bond a message is when they are looking for a new commit time or are there other times. Jeff Bellin/Eschelon stated that was true, but sometimes need the functionality when they need to escalate. Bonnie Johnson/Eschelon asked Jeff (Bellin) that if Qwest provides the next available time, would that prevent an escalation. Justin Sewell/Qwest stated that Qwest would need to work on the mechanism but it would be automatically triggered. Bonnie Johnson/Eschelon asked that if the updated commit time, in a non-escalated environment, would be the same as if they would place a call. Cathy Garcia/Qwest responded Yes, the CLEC would be offered the next available time. Bonnie Johnson/Eschelon stated to Jeff (Bellin) that the CLEC would then be able to bond a message. Bonnie asked Jeff that if Qwest cannot implement the original request, is this solution acceptable to meet the need. Jeff Bellin/Eschelon responded Yes, and stated that with the current process, they may not even see the new commit time. Jeff said that this is a very good solution. Curt Anderson/Qwest Asked if the CR needed to be revised. Bonnie Johnson/Eschelon stated that Qwest will be providing the CLEC with an electronic means to bond a message, so the CR should be ok. Bonnie stated that if Qwest would like the CR revised, she would revise it. Peggy Esquibel-Reed/Qwest stated that she could make the CR revisions and send the revised CR to the call participants for approval of the verbiage. Bonnie Johnson/Eschelon stated that she would like this CR in the next CEMR Release, after the April 25th Release. Peggy Esquibel-Reed/Qwest stated that scheduling timeframes would need to be reviewed and stated that a status would be provided in the April Systems CMP Meeting. There were no further questions or comments.

- March 22, 2004 Email Sent to Eschelon: Hi Bonnie, As mentioned in last Thursday's CMP Meeting, We would like to discuss some options with you for SCR100203-01 (Allow CLEC to bond a message in CEMR on a non design ticket when the commit time has passed). Will you please provide me with your availability and I will schedule a call. Thanks much, Peggy Esquibel-Reed Qwest CMP CRPM -- Systems

- March 18, 2004 Systems CMP Meeting Discussion: Connie Winston/Qwest stated that Qwest does have some options to discuss with Eschelon and stated that a call would be scheduled with Eschelon. Bonnie Johnson/Eschelon responded ok. The Action Item was Closed.

-- February 25, 2004 Email Received from Eschelon: Thanks again Peggy!!

Bonnie J. Johnson Director Carrier Relations Eschelon Telecom, Inc.

- February 24, 2004 Email Sent to Eschelon: Hi Bonnie, RE: SCR100203-01 REVISED 2-17-04: Allow CLEC to bond a message in CEMR on a non design ticket when the commit time has passed. (Orig, Title: Allow CLEC to bond a message in CEMR on a non design ticket when status is no access (NA))

Attached is a copy of the revised CR, for your records.

Peggy E-R

February 19, 2004 Systems CMP Meeting Discussion: Bonnie Johnson/Eschelon stated that she has revised the CR and stated that the inability to bond a message is not due to the NA status, it is because the commit time has passed. Connie Winston/Qwest stated that Qwest would get the revision to the team and see what it looks like.

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: no new status.

There were no additional comments or questions.

February 17, 2004 Conference Call CR No & Title: SCR100203-01 Allow CLEC to bond a message in CEMR on a non design ticket when status is no access (NA) Introduction of Attendees: Kim Isaacs-Eschelon, Bonnie Johnson-Eschelon, Jeff Bellin-Eschelon, Peggy Esquibel Reed-Qwest, Lynn Stecklein-Qwest, Dave Anderson-Qwest, Justin Sewell-Qwest, Roszan Jarman-Konkel-Qwest, Curt Anderson-Qwest, Angela Stewart-Qwest

Conference Call Discussion: Peggy Esquibel Reed-Qwest reviewed the CR History. Bonnie Johnson-Eschelon stated that thru Clarification Calls Qwest has indicated that Qwest could do this request. Bonnie stated that Qwest is now saying that the system is behaving as it should. Dave Anderson-Qwest stated that he reviewed Eschelon’s tickets and stated that ‘the commit time has expired’ is not a clear message. Dave stated that Qwest has performed extensive testing and noted that a ticket in NA status will not prevent an update. Dave stated that a ticket passed commit time would prevent an update. Bonnie Johnson-Eschelon stated that is what Eschelon is requesting to change. Dave Anderson-Qwest stated that there is currently no feature that will generate an event, even in DLEC. Dave stated that the log lines need to be looked at. Dave stated that the CLEC would see that there was a change but it does not state that the commit time had passed. Dave stated that it is also not clearly defined in LMOS. Bonnie Johnson-Eschelon stated that in CEMR, cannot bond if the commit time has passed and that is what Eschelon is requesting to change. Bonnie stated that Eschelon always needs to bond. Dave Anderson-Qwest stated that the error message could be changed and stated that currently a business rule prevents an update. Dave asked that once a commit time has expired, the CLEC needs to act on it, but the CLEC needs the ability to update the ticket. Bonnie Johnson-Eschelon stated yes, Eschelon wants the ability to update commit time without having to place a call. Jeff Bellin-Eschelon stated that a ticket is open active and the Eschelon log says no access to the prem and will dispatch in the morning. Jeff stated that he see’s that the commit time has expired and it comes back at 7 a.m.; all along the ticket is open active. Dave Anderson-Qwest stated that is due to the commit time being renegotiated. Jeff Bellin-Eschelon asked what renegotiated means, since no one has talked to Eschelon. Dave Anderson-Qwest stated that he could only see the person’s userid that updated the commit time and has no way of knowing what transpired on a phone call. Dave Anderson-Qwest stated that there is no relationship, in LMOS, to the commit time and a no access. Curt Anderson-Qwest stated that the trouble ticket should be closed because the system is behaving as it was designed. Curt stated that Qwest now understands that Eschelon is requesting the ability to update a ticket, even when the commit time has expired. Bonnie Johnson-Eschelon stated that when the CR was opened, Eschelon didn’t understand the ‘commit time expired’ situation. Bonnie Johnson-Eschelon stated that the description needs to focus on commit time instead of no access. Bonnie asked if that occurred, would the same problem be experienced as in ticket number 629162. Jeff Bellin-Eschelon stated that they need to be able to see the status and as long as they can bond a message, it does not matter what that status is. Bonnie Johnson-Eschelon asked if the CR needed to be revised to reference the commit time. Dave Anderson-Qwest responded yes. Curt Anderson-Qwest confirmed that Eschelon’s request is the ability to bond when the commit time has expired. Curt Anderson-Qwest asked what should be done with the open tickets that relate to the NA status. Jeff Bellin-Eschelon stated that if Qwest closes them, Eschelon would re-open them. Curt Anderson-Qwest stated that there is no system bug that needs to be fixed, that this request is for new functionality. Bonnie Johnson-Eschelon explained that the CR is currently asking for the ability to bond a message when the status is NA. Bonnie stated that is because Eschelon assumed that the NA was preventing the bond. Bonnie stated that the NA is not preventing the bond; it is due to the passed commit time. Bonnie stated that they could bond when the status is NA, unless the ticket was opened for a different reason. Jeff Bellin-Eschelon stated that ticket number 629162 is open active once the commit time has expired. Bonnie Johnson-Eschelon stated that just proved that the problem is not an NA status. Bonnie asked Jeff (Bellin) if he was agreeable to closing the tickets. Jeff Bellin-Eschelon responded yes. Curt Anderson-Qwest stated that he would like to review tickets that are not associated to bonding. Jeff Bellin-Eschelon stated that ticket 681763 is possibly a DSL issue. Jeff stated that Eschelon uses CEMR as much as they can. Jeff stated that their IT techs send tickets thru CEMR. Jeff stated that this one is noted as a possible IP problem and when the IP techs call to check, the get referred out to other departments, then ticket cannot be found. Bonnie Johnson-Eschelon stated that she has another CR for DSL and that could solve that problem. Jeff Bellin-Eschelon stated that there could also be a voicemail issue as well. Jeff stated there is no open active ticket for TN. Bonnie Johnson-Eschelon stated that it should be logged under TN and kept open in CEMR. Dave Anderson-Qwest stated that his statement is not a solution but noted that what could be happening is that when a ticket is closed, the tech assigned a disposition and cause code that maps to a telecommunications standard called ‘referred out to a different department’. Dave stated that Qwest is using a standard message. Dave stated that process things could also happen and could map to a message being typed into a ticket. Curt Anderson-Qwest stated that ticket number’s 629315 and 680112 have work in progress; ticket’s 638936 and 654258 will be fixed in a patch. Patch date is to be determined. Curt Anderson-Qwest stated that since CEMR is behaving as is designed and new functionality is being requested, the trouble tickets would be closed. There was no dissent to close the tickets. There were no additional questions or comments.

- January 30, 2004 Email Sent to Bonnie Johnson/Eschelon: Good Morning Bonnie, The CR has been changed to a status of 'Presented'. Qwest is continuing to research this issue. I will open an external action item to provide a status at the February CMP Meeting. Have a good day. Peggy Esquibel-Reed Qwest CMP CRPM -- Systems 303.382.5761

- January 30, 2004 Email Received from Bonie Johnson/Eschelon: Peggy, I would like this CR put back in an active status. Qwest said we should be able to do this and to open trouble tickets. The IT help desk keeps coming back to us saying you can't do this because the system does not allow you to. This is what we are trying to change. Let me know if another clarification call is required. Thanks, Bonnie J. Johnson Director Carrier Relations Eschelon Telecom, Inc.

-- January 8, 2004 Email Received from Bonnie Johnson/Eschelon: Peggy, This CR was put into a deferred status because Qwest said there was no systems work required and this should not happen. Even though Jeff, did provide an example where this happened before the commit time had passed. (he will provide another but Qwest will need to look at the ticket right away), the system appears to be working just the way the business rules are programmed, at least after the original commit time has passed. I am uncertain why Qwest was unaware of this when they told Eschelon this should not happen.

I would like this CR pulled out of deferred status and worked. In addition, I submitted this CR back on 10/2/2003 (over 3 moths ago) so Eschelon would appreciate Qwest working this CR in an expedited manner. Thanks, Bonnie J. Johnson Director Carrier Relations Eschelon Telecom, Inc.

--Original Message-- From: Ward, Diana [SMTP:Diana.Ward@qwest.com] Sent:Thursday, January 08, 2004 10:57 AM To:jjbellin@eschelon.com Cc:Cox, Angie; Jarman-Konkel, Roszan; Sewell, Justin; Anderson, David R Subject:CEMR Error Importance:High

Jeff. The following is an explanation of the CEMR error: Client was having same problem on another ticket in deferred status - ticket # 0078189 - on phone # xxx-xxx-xxxx. It appears that in the current situation the commitment date/time was passed, hence per Business Rules further updates on the ticket are not allowed until a new commitment date/time is negotiated. This must be done manually (a phone call into the repair center). CEMR does indicate in transaction history that the transaction did fail with the following text: "Circuit ID: xxx/xxx/xxx - A trouble ticket cannot be modified or cancelled if it is in CLEARED status or if the modification is prohibited due to business rules." Development team is investigating to see if transaction history error message may be enhanced to include the past commitment date/time situation. Hopefully we can get the error message enhanced and further clarified. Diana

- December 17, 2003 Systems CMP Meeting Discussion: Lynn Notarianni/Qwest noted that Qwest had run the examples that Eschelon had provided and had been unable to replicate the problem. She noted that there had been a couple of emails back and forth between Qwest and Eschelon and noted that it would be best if Eschelon were to open trouble tickets with the Wholesale Systems Help Desk if this should arise again. Bonnie Johnson/Eschelon stated that she was fine with that but noted that she was not yet comfortable with withdrawing this CR until she has determined that no systems work is needed. Lynn Notarianni/Qwest stated that Qwest does not want to lose sight of this CR and asked that the status be changed to Deferred. Judy Schultz/Qwest stated that CR status would be changed to Deferred.

- December 15, 2003 Email Sent to Bonnie Johnson/.Eschelon: Hi Bonnie, Qwest has analyzed the examples that Eschelon provided in regard to this CR. We have been unable to recreate the problem and this looks to be a bug and not a system enhancement. It is requested that Eschelon open a trouble ticket and determine if this CR can be withdrawn at the December Systems CMP Meeting. Thanks, Peggy Esquibel-Reed Qwest CMP CRPM -- Systems

November 20, 2003 Systems CMP Meeting Discussion: Lynn Notarianni/Qwest stated that when Qwest looked at this CR, it was determined that the requested functionality was already existing and working. Bonnie Johnson/Eschelon stated that she has not heard that and stated that she had sent more than one example. Lynn Notarianni/Qwest stated that this CR would remain in Evaluation Status and that Qwest would look at the other examples to see if Eschelon’s issue is resolved. There were no additional comments or questions.

October 16, 2003 Received Email, with Example, from Eschelon: Hi Peggy, I told Dan yesterday that I had one example of being able to bond and another where we could not. Hope this helps! Bonnie J. Johnson Director Carrier Relations Eschelon Telecom, Inc.

-- Clarification Meeting - October 13, 2003 Introductions of Attendees: Bonnie Johnson - Eschelon, Jeff Bellen - Eschelon, Dan Busetti - Qwest, Peggy Esquibel Reed - Qwest, Craig Suellentrop - Qwest, Kerri Waldner - Qwest Reviewed CR Description: Peggy Esquibel-Reed/Qwest reviewed the CR Description "Qwest should update CEMR to allow a CLEC the ability to bond a message in CEMR on a non-design ticket when the status is NA. Because a CLEC cannot bond a message on these tickets, the CLEC is forced to call Qwest repair to update the ticket. For examples, Qwest put Eschelon’s CEMR ticket number 0083128 in a NA status. Eschelon called Qwest to remove the NA status and get the ticket moving again because Eschelon could not do so electronically, however, the ticket remained in NA status for three business days despite Eschelon’s verbal request to remove the NA status. CEMR does not allow electronic bonding when the ticket is in NA status so Eschelon has no record we requested to have the ticket removed from the NA status. This could delay Eschelon from resolving critical customer issues in a timely manner. This functionality does exist for design tickets. There are no unique circumstances for create a need for this functionality for design tickets but not non-design tickets. Expected Deliverable that Qwest will update CEMR to allow electronic bonding when a CEMR submitted repair ticket is in a NA status." Confirmed Impacted Interface: CEMR Confirmed Impacted Products: Non-Designed Meeting Discussion: Bonnie Johnson/Eschelon stated that the requested function is currently available for designed but not for non-designed. Bonnie stated that this request is for the functionality for non-designed. Dan Busetti/Qwest stated that he tested the functionality for non-designed, with his own home TN, and stated that the functionality does exist. Dan asked if there was perhaps another glitch that could be preventing this from happening. Bonnie Johnson/Eschelon stated that her CEMR SME is claiming that the functionality currently does not exist. Bonnie paged John Bellen, into the call. Bonnie Johnson/Eschelon asked if there was a process differnece for a non-designed ticket. Dan Busetti/Qwest stated that in the test, he opened a trouble ticket on a TN, put the ticket in NA status, then he went back into CEMR, the maintain screen, and added additional information. The ticket was then taken out of NA status. Dan stated that the back-end system created a subsequent and that is what takes it out of NA. Jeff Bellen/Eschelon stated that he tried several times and that he did not see it in the log. Dan Busetti/Qwest stated that he may not see the comment it in the log. Jeff Bellen/Eschelon stated that he also did not see it get taken out of NA. Jeff staed that he would send TN example. Bonnie Johnson/Eschelon stated that Eschelon is looking for a non-designed ticket, by TN, went into maintain screen, and is not seeing the added information and the ticket was not taken out of NA status. There were no additional comments or questions. Action Plan: Eschelon will present this CR at the November Systems CMP Meeting.

CenturyLink Response

Qwest has reviewed the information submitted as part of AT&T's Change Request SCR100203-01. Based upon research that has been conducted following the Clarification meeting (held October 13, 2003) Qwest is still examining the issue. Qwest will continue to research the problem and provide an updated response at the November Systems CMP Meeting.

At the November 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 into further evaluation of this Change Request.

Sincerely, Qwest