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Archived System CR SCR101001-1 Detail

Status History

Project Meetings

April 18, 2002 CMP Discussion: Dan Busetti/Qwest reviewed CR and stated that is improving the subject line on email statuses. Bonnie Johnson/Eschelon said 'We thank you for that'

February 21, 2002 CMP Discussion: Michael Buck/Qwest stated that this CR was targeted for the March Release and that a notice was mailed out stating that there is no longer a March Release. This is now targeted for the May Release. (Notice # SYST.02.01.02.F.02560.CEMRReleaseSched)

01/17/02 CMP Meeting Discussion: Michael Buck/Qwest directed those on the phone to the Interactive report. Karen Clauson/Eschelon stated is upset due to item not being in package. Michael Buck/Qwest explained that the submitting CLEC’s request to withdraw this CR did not come until after the package had been printed. Also, the apparent CLEC desire to withdraw the CR was contrary to Qwest’s understanding. Therefore, Qwest felt that this CR should be addressed as a walk on rather than losing over 6 weeks waiting until the February meeting. Bonnie Johnson/Eschelon stated that in the past Qwest has indicated that to provide failure notification, Qwest would need to program CEMR down to the keystroke level. However, what is really needed is to get email notification to be more specific in the subject line, i.e. TN or circuit ID, transaction type, ticket number, brief status. Kathy Stichter/Eschelon agreed that this would satisfy their needs. Michael Buck/Qwest stated the CR will remain in Development status but will not close. The requirement as stated in the CR needs to be updated to reflect the new understanding. Dan Busetti/Qwest advised that the Date of trouble to be in the body of the email, not in the subject line. One status would be failure. Eschelon asked Why can’t you sort the email by status. Dan/Qwest advised that failure would not be the only reason to use email. Keep CR. Targeted for March 31.

12/13/01 - December CMP discussion: Irene Haskins reviewed the response. 99% of the trouble tickets get to the back end systems within 3 minutes. Failure notification is technically feasible, the LOE is large. Dan B. reviewed why this effort would be large: Dan noted that if you go to the transaction history screen it will show the failure. Currently nothing available for immediate notification of failure. The information is available under the maintenance or the transaction screen. The error will show up in less then 3 minutes (generally less than one minute). Dan noted that they realize that the users are getting overwhelmed with email (dozen per ticket). He suggested it would be helpful to get feedback from users on which emails they want to receive. Qwest did not want to edit what was and what was not sent out via email. Eschelon is to see if they can give feedback around what emails are necessary & not necessary.

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12/6/01 - Response to SCR101001-1 Questions Arising in the November CMP Meeting: Corrections are in order regarding two statements made by Qwest in the November CMP meeting. In that meeting a statement was made indicating that it could take up to several hours for a trouble ticket to reach the backend systems. Statistical data shows that 99% of trouble ticket attempts via CEMR are successful with a response time of less than 3 minutes.

The second statement that needs to be corrected regards failure notification. In the November meeting a statement was made that notification of a failure is currently provided via an email notice. Qwest does not currently provide failure notification of trouble ticket attempts entered into CEMR via an email message. Regarding questions from the last meeting: Due to System limitations, it is not possible to provide an immediate trouble ticket number and status on trouble tickets entered into CEMR. This information is provided via email. In response to the request to provide failure notification, while this is technically possible, the tee-shirt estimate for this functionality is LARGE.

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11/15/01 - November CMP discussion: The next CEMR Release date is March 3, 2002. Notification that ticket is received is a screen scraper function and would result in an impact to system response time, 5-25 minute wait for the response. Eschelon requests immediate response. Jeff Thompson advised that this is a restriction of the system, cannot get immediate response. Eschelon asked for at least a trouble ticket back and a notification of a failure. Jeff advised that notification of a failure is currently provided via an email notice. Open issues remain for this CR: - Jeff Thompson or Irene Haskins will investigate what happens when a trouble ticket doesn't get to the back end system for hours? - The current email notification is not sufficient. EXAMPLE: Eschelon submits 100 trouble tickets. Eschelon receives 98 emails from Qwest. Eschelon then has to investigate all 98 emails to determine which 2 out of the 100 failed. Eschelon requesting a failure notification with information such as failure due to a system failure or if is a transaction failure. Jeff advised that agreements would need to be reached between CLEC(s) and Qwest on how many re-tries would be done before a failure notification is sent. A meeting will take place to discuss.

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Alignment/Clarification Meeting 1:30 p.m. (MDT) / Friday 19th October 2001

SCR101001-1 CEMR Confirmation That Qwest Received Ticket and CEMR Notification of a Failure When A Ticket Does Not Get To A Qwest Person To Work Attendees: Kathy Stitcher / Eschelon Chris Frederiksen / Eschelon Michael Potter / Eschelon Peggy Esquibel-Reed / Qwest Irene Haskins / Qwest Cheryl McMahon / Qwest Ann Danielsen / Qwest Kerri Waldner / Qwest JoAnn DeLaCruz / Qwest Ken Olson / Qwest

Eschelon does use the email notification option but is unable to match the notification email to the reported trouble. Requesting 1 system, CEMR, for reporting trouble and receiving notification. Requesting immediate notification via CEMR that the ticket either failed or that it was successfully created. Requesting to receive an immediate response of the ticket number on a CEMR screen when submits a ticket in CEMR, in lieu of an email. Requesting connection from the Transaction Screen for immediate response of the ticket number. Request is for Design and non-design tickets. Eschelon may accept a slower response time, depending on the length of time and CLEC community concurrence.

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CenturyLink Response

Kathleen Stichter ILEC Relations Manager Eschelon Telecom Inc.

CC: Jon Ecklund Irene Haskins Cheryl McMahon Dan Busetti This letter is in response to your CLEC Change Request Form, number SCR101001-1 dated October 10, 2001 – CR Title: CEMR confirmation that Qwest received ticket and CEMR notification of a failure when a ticket does not get to a Qwest person to work.

CR Description: At this time CEMR gives confirmation, that the ticket was entered into CEMR, on every ticket submitted. CEMR does not give a confirmation that Qwest received the ticket and is working the ticket. When we enter a ticket in CEMR it is fair to assume, unless otherwise indicated, that Qwest has received our ticket and is working to correct the trouble. There are times when we call for status on a ticket and Qwest tells us that no ticket was entered. CEMR never sends a notice of a failure when the ticket Eschelon enters does not get to a Qwest person to work. This delays the resolution of the trouble for our end user customers because we then have to enter another ticket and we have now lost up to a day in getting the end user customer’s trouble cleared when we legitimately assumed the trouble was already cleared. Eschelon asks that Qwest send confirmation when a ticket gets to a Qwest person to work and also to send a notification if the ticket failed and did not get to a Qwest person to work.

Additional information was received from Eschelon at the Clarification meeting that was held on October 19, 2001. * Eschelon does use the email notification option but is unable to match the notification email to the reported trouble. * Requesting 1 system, CEMR, for reporting trouble and receiving notification * Requesting immediate notification via CEMR that the ticket either failed or that it was successfully created. * Requesting to receive an immediate response of the ticket number on a CEMR screen when submits a ticket in CEMR, in lieu of an email. * Requesting connection from the Transaction Screen for immediate response of the ticket number. * Request is for both Design and non-design tickets. * Eschelon advised that a slower response time might be acceptable, depending on the length of time and concurrence from the CLEC community.

Qwest Response: Based on the above noted information, the level of effort for this request is medium. Sincerely, Jon Ecklund Information Technologies Manager

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01/02/02 - UR issued and has a targeted implementation date of March 31, 2002. UR requirements are: 1) Qwest shall provide the CLECs with an e-mail notification on trouble tickets entered via CEMR. 2) The e-mail notification shall provide sufficient information (i.e., date of trouble request, time of trouble request, TN or circuit identification, description of trouble, etc.) to allow the CLEC to identify the trouble request. Note: This information should be comparable to what is provided for successful tickets. 3) The e-mail notification of failed trouble tickets shall be provided for both POTS and design services.