Wholesale: Products & Services

Open Product/Process CR PC102517-1 Detail

Description Of Change

Allstream is requesting that CenturyLink automatically set up new BANs on the Bill Media requested on the CLEC questionnaire and that CenturyLink notify the CLEC when a new BAN starts billing.

Expected Deliverables:

CenturyLink will automatically set up new BANs on the Bill Media requested on the CLEC questionnaire and CenturyLink notify the CLEC when a new BAN starts billing.

Project Meetings

01-17-18 Product Process CMP Meeting Mark Coyne – CenturyLink stated that the Level 4 initial notice was sent on December 18, 2017. No CLEC comments were received during the comment cycle. The update is to the CABS Business Procedure to advise customers that, in addition to including the new BAN on the FOC that is returned, CenturyLink will also send an email to the Customer contact as listed on their current Questionnaire to provide the newly assigned BAN. The Final notice will be sent today with an effective date of February 1, 2018. The CR will be considered for Closure in the February meeting.

12-13-17 Product Process CMP Meeting Mark Coyne – CenturyLink stated that this Allstream CR was presented by Kim Isaacs last month and that a clarification call was conducted on November 6, 2017. A CenturyLink response was sent on December 6, 2017 to advise that the CR was accepted. Mark then reviewed the CenturyLink response that is included on pages 12 and 13 of the CMP package. He said a Level 4 notice will be sent on December 18, 2017 with an effective date now of February 1, 2018. Mark asked if there were any questions. There were none.

11-15-17 Product Process CMP Meeting Mark Coyne – CenturyLink stated that a new CR had been submitted by Allstream and asked Kim Isaacs to present.

Kim Isaacs – Allstream presented the CR stating that Allstream recently experienced CenturyLink establishing a new CABS BAN that was never added to its electronic transmissions or to the CABS E-bill tool as requested on our CLEC questionnaire. As a result, Allstream was not aware of the new BAN until it received an aging from CenturyLink. Allstream is requesting that CenturyLink automatically set up new BANs on the Bill Media requested on the CLEC questionnaire and that CenturyLink notify the CLEC when a new BAN starts billing.

Mark Coyne – CenturyLink added that a Clarification call was conducted on November 6, 2017 and the Meeting minutes are available. The new BAN process for CABS has not changed from IABS but there are a few new employees performing the tasks. There was a glitch in the current process and folks have been retrained. The process is for CenturyLink to send an email to all customers when a new BAN is established and to state that we will follow current media designations for electronic media, etc. CenturyLink will send a response that we will accept this CR. Mark asked if there were any questions. There were none. Mark asked Kim if that was acceptable.

Kim Isaacs – Allstream responded yes.

11-06-17 Clarification Call meeting minutes Attendees: Kim Isaacs – Allstream Rita Urevig – CenturyLink Sue Gilbert – CenturyLink Sue Kriebel – CenturyLink Ryan Gfeller – CenturyLink Mark Coyne – CenturyLink John Hansen – CenturyLink Susan Lorence – CenturyLink

Susan Lorence – CenturyLink relayed the purpose of a Clarification call for the Change Request (CR) and reviewed a high level agenda.

Kim Isaacs – Allstream said the CR was due to a recent experience in conjunction with the establishment of a new BAN for Allstream. Kim said they were not aware of the new BAN until it was on an aging report. Allstream is requesting that when a new CABS BAN is established, that it be added to the Bill Media requested on their CLEC questionnaire and that CenturyLink notify the CLEC when a new BAN starts billing. Susan Lorence – CenturyLink said the SME team has done some preliminary investigation.

Sue Kriebel – CenturyLink said the “new BAN” process has not changed when we went from IABS to CABS. Sue said some new employees were trained on the process following the Access consolidation but that the select group has been retrained. Sue said she wanted to nr sure she understands the request. The CR states that Allstream wants to be notified when a new BAN starts billing but Sue said the process is to notify when the BAN is created by the service order team vs. when it starts billing. Sue asked if that made sense. She said CenturyLink used to have a process that the BAN might be established and not bill for awhile which is not the case now. Kim Isaacs – Allstream said yes that made sense to notify when the BAN is established. Sue Kriebel – CenturyLink asked who the notification would go to for Allstream so we insure that the notification is sent to the correct person.

Kim Isaacs – Allstream provided the name as listed on their current Questionnaire but said that person was out on leave and provided the backup name that would be included in the out of office message.

Susan Lorence – CenturyLink reviewed the next steps for the CR which was to have Allstream present the CR in the Product Process monthly meeting on Wednesday, November 15. We will follow-up with a CMP response to accept the CR and relay that CenturyLink believes it was a one time training situation which has been addressed. Susan said she was not sure a notice was required to the full CLEC community since it was a one off.

Mark Coyne – CenturyLink said that this resolves the problem for Allstream but asked if it addressed the problem for all customers.

Susan Lorence – CenturyLink said the process would be followed for all customers. CenturyLink is confirming that the additional training will resolve this and that no other internal process changes will be required. We will provide that as part of the CR response

Kim Isaacs – Allstream said that was fine and she will present the CR in the monthly meeting. Susan Lorence – CenturyLink asked if there were any questions. There were none.

The Clarification call ended at 1:20 PM MT.

CenturyLink Response

Kim Isaacs, Allstream

SUBJECT: Allstream Product Process Change Request PC102517-1, CenturyLink Response for Review

This letter is in response to Allstream Change Request PC102517-1, entitled “New BAN Establishment Process and Notification”

CR Description: Allstream recently experienced CenturyLink establishing a new CABS BAN that was never added to its electronic transmissions or to the CABS E-bill tool as requested on our CLEC questionnaire. As a result, Allstream was not aware of the new BAN until it received an aging from CenturyLink.

Allstream is requesting that CenturyLink automatically set up new BANs on the Bill Media requested on the CLEC questionnaire and that CenturyLink notify the CLEC when a new BAN starts billing.

History: The CR was received on October 25, 2017. A Clarification call was held on November 6, 2017 with Allstream and CenturyLink representatives present. During the Clarification call, CenturyLink relayed that the new BAN process for CABS had not changed from IABS but there were some additional employees performing the task. This small number of additional CenturyLink employees have been retrained on the current process which is for the newly established BAN to be set up to follow current media designations for electronic media, etc.

CenturyLink Response: CenturyLink is accepting this CR and is proposing that a Level 4 CMP notification be sent to communicate an additional step that CenturyLink will take to provide the new BAN to customers. An update will be made to the CABS Business Procedure to relay that in addition to including the new BAN on the FOC that is returned, CenturyLink will also send an email to the Customer contact as listed on their current Questionnaire to provide the newly assigned BAN. The proposed effective date will be in late January 2018.

Sincerely,

Susan Lorence CenturyLink Wholesale CR Project Manager