Wholesale: Products & Services

Archived System CR SCR102202-01 Detail

Expected Deliverable:

That Qwest eliminates multiple match conditions. Further the intent would be to eliminate additional ordering requirements due to multiple match CSR responses (i.e. customer code).

Status History

Project Meetings

-- September 18, 2003 Systems CMP Meeting Discussion: Connie Winston/Qwest stated that she and Liz (Balvin) still disagree. Connie noted that Qwest and MCI did have a call and stated that Qwest was monitoring an error code for multiple CSR and Liz (Balvin) was monitoring a different error code. Connie stated that Qwest is researching that error code. Connie stated that the error code for multiple live CSRs is decreasing. Liz Balvin/MCI stated that MCI was monitoring the error code of ‘full AN not found’ and Qwest was monitoring the error of ‘no CSR found for this record’. Liz stated that MCI was advised that the SOC is the most accurate customer code. Connie Winston/Qwest stated that she would check into that and noted that the billing completion update rarely changes the customer code. Liz Balvin/MCI stated that she would like to leave this CR in CLEC Test. Monica Avila/VarTec asked which customer code is to be used, SOC or FOC. Connie Winston/Qwest stated that she would research the SOC and stated that Qwest increments the customer code after conversion. Connie stated that she would check if the SOC is the old account. Connie stated that CRIS does behave differently in each region. Liz Balvin/MCI stated that MCI was advised to use the FOC before the SOC, then was told to use the SOC. Connie Winston/Qwest stated that there has been work done for this CR and would make sure that it is documented in the CR. Phyllis Burt/AT&T stated that AT&T Consumer had a meeting with Qwest and stated that there was a lot of confusion. Phyllis stated that they were advised to use the FOC. Phyllis stated that the FOC does not include the customer code; it is on the SOC. Connie Winston/Qwest stated that she would research FOC and SOC. Phyllis Burt/AT&T stated that AT&T was told that the customer code changes in CRIS and stated that AT&T’s M&Ps have the reps pull the CSR to see if the customer code has changed. Connie Winston/Qwest stated that the customer code always changes on conversions and noted that this has been discussed at CMP and is also on a URL on the Qwest web site. Connie stated that we would share information with Liz (Balvin) and that it would be brought to CMP. Bonnie Johnson/Eschelon asked if there could be a live account with that same customer code. Connie Winston/Qwest stated yes, but is really rare. Stephanie Prull/McLeodUSA stated that McLeod was advised that if an order error’s before it posts and the service order had to be changed, that could also cause the customer code to change. Stephanie noted that McLeod USA was advised of that but that she has not seen it. Connie Winston/Qwest stated that was very rare as well and noted that Qwest does everything we can to avoid that. There were no additional comments or questions. This CR remains in CLEC Test.

- September 12, 2003 Conference Call Attendees: Liz Balvin-MCI, Steve Kast-Qwest, Peggy Esquibel Reed-Qwest, Connie Winston-Qwest, Curt Anderson-Qwest, Woldey Assefa-Qwest Connie Winston (Qwest) stated that Qwest IT is reporting wonderful progress and understands that Liz doesn't necessarily agree. Connie stated that reviewed the error code examples that Liz has provided and noted that MCI is looking at a different error code that the error code for multiple match. Connie stated that the error code for mulitple match is Full AN not Found, in pre-order. Connie Winston (Qwest) stated that the error rate for MCI is less thas 1%. For the No CSR Record Found error. Connie stated that it appears that MCI is saving an old pre-conversion cus code, so MCI is getting a hit due to conversion and Qwest responds as no CSR. Liz Balvin (MCI) stated that MCI is not doing that and that they have coded to match to the cus code on the FOC. When the service order completion comes in, they use that cus code. Liz stated that MCI provides the most apprpriate cus code, the one received on the FOC. Connie Winston (Qwest) stated that she would need to research what happens at post. Steve Kast (Qwest) stated that during pre-launch MCI was advised that they could get the cus code from the SOC, sometimes the correct cus code is not provided and MCI gets error's because is using what Qwest has tole them to use = the FOC. Steve stated that MCI uses the FOC cus code, then true's it up with the cus code on the SOC. Liz Balvin (MCI) stated that MCI provides the cus code that Qwest provided to them on the FOC/SOC and still gets rejects. Connie stated that Qwest published the cus code change logic but has not researched the SOC, but will. [The customer code rules are published in the IMA User's Guide, Appendix C, URL: http://QWEST.COM/wholesale/ima/gui/imauser.html ] Liz Balvin (MCI) stated that there is a December note in the CR stating that this is specific to post migration orders. Connie Winston (Qwest) stated that the system does indicate which is newest and which is final. Connie stated that in 14.0 the RSID/ZCID logic is being tweaked and the CLECs should see improvement. Connie stated that currently is seeing a 1% error rate for multiple match. Connie stated that Qwest will look into SOC cus code and when it increments. Liz Balvin (MCI) stated that she would like Qwest to research as this is their largest number of rejects.. Connie Winston (Qwest) stated that Qwest's goal is to get you, the CLECs, where you need to be. Liz Balvin (MCI) stated that she is very happy that work has been done, for post migration and multiple match situations. Connie Winston (Qwest) stated that Qwest now understands MCI's logic and we can discuss off-line next Thursday. Liz Balvin (MCI) stated that this is good news but that more work needs to be done. Connie Winston (Qwest) asked MCI to look at other error code and will see few rejects. Liz Balvin (MCI) stated that she was not seeing that error code, for Full AN Not Provided..

- ADDITIONAL INFORMATION - September 3, 2003: In response to SCR102202-01, Qwest implemented functionality to address the following scenarios, that, based on the data analysis, Qwest believes gives a substantial percentage impact to the already nominal 3% occurrence of CSR multi-match: - The requested telephone number is cross-referenced to a prior account where the telephone number use to reside. - The requested telephone number is associated with a non-final account at the customer’s prior location (recent move). - The requested telephone number has an associated account for billing reasons (i.e. gift billing). - The requested telephone number had at one time been associated with a prior customer who now has a new account. The new account is being returned because it is in a LIVE status. Qwest believes the functionality implemented in the Qwest back-end system has alleviated the largest percentage of multiple live CSR issues, and the data Qwest recently examined and shared at the monthly systems CMP meeting in July showed that the instance of multi-match CSRs has been reduced by 45%. Furthermore, Qwest believes that SCR022703-18 (Eliminate CLEC Customer Code Requirement), currently targeted for deployment with IMA 14.0 will further enhance the functionality that's been implemented to address multi-match CSRs. With the deployment of this candidate additional verification of recently converted accounts will be verified to further decrease the possibility of CSR multi match conditions during ordering time.

Qwest will continue to pull data to ensure that this enhanced functionality helps with the occurrences of multi-match situations. Qwest asks that MCI pulls data on these 4 scenarios and any other scenarios MCI can identify that cause frequent occurrences of multi-match CSRs

August 21, 2003 Systems CMP Meeting Discussion: Connie Winston/Qwest reviewed this CR. Liz Balvin/MCI stated that this is specific to post migrations. Connie Winston/Qwest stated that she is seeing a 60% reduction. Liz Balvin/MCI asked if that was for Retail to UNE-P. Connie Winston/Qwest stated that is for entire realm of CSR on Qwest to CLEC migrations. Connie stated that on maintenance transactions, she sees 100% of the time. Connie stated that Qwest would run a query to check on this. Connie Winston/Qwest stated that she has some information that would be incorporated into the CR. There were no additional questions or comments.

-- July 17, 2003 Systems CMP Meeting Discussion: Connie Winston/Qwest stated that there has been a difference of opinion regarding 100% vs. 3% and stated that an assessment was done to make sure that Qwest was true to the percentage. Connie stated that after the Release was deployed, the reassessment indicated a reduction of 45 to 50%, of the very small 3% and is a significant improvement. Liz Balvin/MCI stated that she has not yet reviewed the data. Liz stated that she will review the review the data and asked that Qwest continue to track for a read-out at August CMP. Connie Winston/Qwest stated that the reduction would never be 100% as it would be cost prohibitive to fix all the multiple match miscellaneous reasons. Connie stated that Qwest’s goal is always to keep the percentage low. Liz Balvin/MCI asked if something was done in the systems that changed multiple live. Connie Winston/Qwest stated that better data is being provided for better decisions, as to live vs. final. Liz Balvin/MCI stated that she would look at the data and noted that it is good news although there are different perspectives on the percentages. There were no additional questions or comments. This CR remains in CLEC Test.

-- June 19, 2003 Systems CMP Meeting Discussion: Connie Winston/Qwest stated that this weekend Qwest is implementing a change in back-end systems and this CR will be in CLEC Test for July CMP. Connie stated that the changes are to make clearer which account is live and to display only the live account. Connie noted that there have been some cross-referencing problems in the systems knowing which telephone numbers belong together. Connie noted that there was an issue with historical CSRs being marked as number changed and they didn’t look like they were in a ‘final’ status. Connie stated that there has been some coding in order to identify the live account. Connie stated that another issue is around T & F’s where the ‘F’ was left live for billing purposes. This caused the CSR to stay live. That is also being corrected. Connie noted that suffixed accounts are meaningful to the systems, but did not have a CSR attached. This was bringing forward as live. There was an upgrade for that as well. Bonnie Johnson/Eschelon asked that next week the CLECs should see a reduction in multiple match CSR’s. Connie Winston/Qwest stated yes, they would reduce and noted that as previously discussed, they will never be eliminated, but the percentage will be extremely low. Connie stated that it will never be a reduction of 100% but it will certainly be reduced. There were no additional questions or comments. This action item was closed.

-- May 22, 2003 Systems CMP Meeting Discussion: Liz Balvin/MCI asked for status and stated that she thought that Qwest was doing research. Connie Winston/Qwest stated that research is continuing. Lynn Notarianni/Qwest stated that there was a read-out of this CR last month where it was noted that Qwest had work going in and that it is targeted for June 2003. Lynn noted that it would significantly improve the majority of the percentage of the issues. Lynn noted that once implemented, we would look at the results. Liz Balvin/MCI asked what the expected fix was. John Gallegos/Qwest stated that the fixes are noted within the CR and that an Action Item would be opened for a read-out at the June CMP Meeting.

-- April 17, 2003 Systems CMP Meeting Discussion: Lynn Notarianni/Qwest stated that we wanted to make sure that the CSR multiple match situations are down to a low volume and are specific occurrences. Lynn noted that Qwest started analyzing data back in October, we wanted to do it again, so we could ensure we were seeing consistent results. The analysis has been completed and we did find a few items that would give a lift to that percentage. Lynn stated that the Level of Effort for this CR is 2500 to 3000 hours and we are looking to schedule soon. Liz Balvin/MCI asked if the changes are to the CRIS System. John Gallegos/Qwest stated that the changes are to back-end systems, that is why the interface is identified as ‘other’. Lynn Notarianni/Qwest asked if the action item can be closed and we would move forward with the CR. Liz Balvin/MCI responded yes.

- March 20, 2003 Systems CMP Meeting Discussion: Connie Winston/Qwest stated that we are finding a lot of little reasons that make this a very high LOE, for low volume. Connie stated that we are looking to see if we can provide functionality and we have no results as of yet. Connie stated that we are looking for a subset of this request that would be meaningful and will have a read-out at April CMP. Bonnie Johnson/Eschelon asked if Qwest is looking at this the same way that you did the loss and completion report and trying to take the top issues. Connie Winston/Qwest stated that we are looking at the current data to see what the issues are. Liz Balvin/WorldCom stated that we want to see the results when you’re done and if there is anything creative that the CLECs could provide and other creative input that Qwest can provide. Connie Winston/Qwest stated that we cannot show account information, but the information can be filtered and we could do a high level roll up. Kit Thomte/Qwest asked if the action item could be closed. Liz Balvin/WorldCom stated that she wants to see the results first. Connie Winston/Qwest stated that Qwest does need to provide more information.

-- February 20, 2003 Systems CMP Meeting Discussion: Connie Winston/Qwest stated that there is a low rate of occurrence of this problem. Connie stated that there was research on all the reasons and there are multiple problems. Connie stated that when you roll them all together it’s a very high LOE for minimal benefit. Connie stated that Qwest is performing an assessment on which ones make sense and provide the most benefit back to the CLEC community. Connie stated that we had hoped to have a full LOE and timeframe, the LOE is currently too high, so we will continue to evaluate and bring it back to the March CMP Meeting.

- January 16, 2003 Systems CMP Meeting Discussion: Connie Winston/Qwest stated that the analysis has been completed and stated that we determined what the solution looks like and will have the LOE and solution details at the February Systems CMP Meeting. Liz Balvin/WorldCom asked if the impacted system is still not IMA. Connie Winston/Qwest stated that it is still not IMA.

- December 19, 2002 Systems CMP Meeting Discussion: Connie Winston/Qwest said that this CR is considered in the "other" category and that there are external systems other than IMA so it’s not subject to prioritization. We have the LOE for the 1st part and are working on clarity of the definition so we can provide the entire LOE. Liz Balvin/WorldCom said that it looked like the 2400 hours was some kind of a clean up. Can you provide clarity on the hours. Connie Winston/Qwest said that she will address this question after lunch. Liz Balvin/WorldCom asked if this CR has the ability to be prioritized. Connie Winston/Qwest said that this is not IMA and cannot be prioritized. The back-end systems will provide the data to IMA once we’ve changed those things, it will provide the correct data to IMA. Connie Winston/Qwest before lunch I agreed to provide additional information regarding the systems impacted to deliver reduction in multiple CSR match functionality. Liz Balvin/WorldCom asked which systems are impacted Connie Winston/Qwest-there are several systems, I am sure you are familiar with the BOSS/CARS and there are two other back end systems. The systems then populate IMA with the correct information Liz Balvin/WorldCom - when will you have the full picture (LOE & systems) Connie Winston/Qwest - our goal is by January. We are in definition right now, but hopefully in Jan/Feb we would have some target dates.

December 13, 2002 Email From Qwest to WorldCom: Liz -- In response to your questions ...... 1. LOE A partial LOE of 2,466 hours was provided in the Revised Draft Response dated December 11, 2002. The LOE of 2,466 includes eliminating several multiple CSR scenarios. The second part of this change, for recently changed or converted accounts that reflect more than one (1) live account, does not yet have an LOE identified. When this LOE is available the total LOE will be provided and the CR will be updated.

2. System Impacted (Other) (????) Is Qwest saying they cannot determine which system(s) provide CSR "status updates"? We have determined the systems that are impacted by this change. The 'Other' category indicates this change will not be done in IMA, therefore would not need to be included in the prioritization for IMA. Thanks, Peggy Esquibel-Reed Qwest CRPM -- Systems

December 12, 2002 Email from WorldCom to Qwest: Please clarify what Qwest is saying? The following questions have been outstanding deliverables of Qwest's since the November CMP: 1) LOE 2) System Impacted (Other) (????) Is Qwest saying they cannot determine which system(s) provide CSR "status updates"?

It is unacceptable to not allow this CR for prioritization without more details provided by Qwest. Therefore, please provide ASAP so that this issue can be resolved prior to next weeks CMP.

Thanks, Liz Balvin WorldCom Carrier Management - Qwest

- November 21, 2002 Systems CMP Meeting Discussion: Liz Balvin/WorldCom reviewed CR. Connie Winston/Qwest stated that Qwest was still researching the CR and that Qwest wanted to fully understand the root cause before identifying the system impacted. Liz Balvin/WorldCom stated that because prioritization would occur during the December meeting, the information was needed. Connie Winston/Qwest asked Liz Balvin-WorldCom how she wanted to see the information? Liz Balvin/WorldCom asked if Qwest could send the information to her and that she would distribute to the other CLECs. Connie Winston/Qwest stated that Qwest wanted to be clear on what WorldCom was requesting. She noted that Qwest would forward the updated CR to Liz Balvin-WorldCom once the system was identified.

- CLARIFICATION MEETING - October 28, 2002 Introduction of Attendees: Liz Balvin/WorldCom, Tom Priday/WorldCom, Karen Schaffner/WorldCom, Peggy Esquibel-Reed/Qwest, John Gallegos/Qwest, Berkley Loggie/Qwest, Laurel Nolan/Qwest, Anne Robberson/Qwest, Michelle Thacker/Qwest Review Requested (Description of Change): Multiple match CSRs exist for a minimum of 30 days after the customer migrates to a CLEC because Qwest statuses CSRs incorrectly. Qwest populates CSRs after conversion with status = "live" until the end user’s final bill is rendered, paid and posted. This causes a multiple match scenario 100% of the time for CLECs until Qwest’s final bills are posted and the status indicator is changed such that the CSR multiple match condition is eliminated. Per Qwest, multiple match scenarios are provided on CSR retrieval preorder query when more than one CSR is statused as "live" (and/or possibly blank). While WCom is aware that this incorrect statusing exists upon migration, it is conceivable that incorrect statusing occurs whenever customer code changes are required. Thus ultimately, WCom is requesting this CR address processes that may result in multiple match conditions. Expected Deliverable: That Qwest eliminates multiple match conditions. Further the intent would be to eliminate additional ordering requirements due to multiple match CSR responses (i.e. customer code). CONFIRM IMPACTED INTERFACES: IMA EDI & GUI CONFIRM IMPACTED PRODUCTS: All DISCUSSION: Liz Balvin/WorldCom stated that the real distinction is that the multiple match condition may currently exist in pre-conversion but for post-conversion, it is 100% of the time. This severely impacts the CLECs. Tom Priday/WorldCom stated that the request is for Qwest to eliminate multiple match conditions for all situations. The biggest impact is to post-conversion but pre-conversion is also impacted. Tom stated that in other LECs, does obtain 1 CSR that is active. Does not want to guess which CSR is the current active CSR. Liz Balvin/WorldCom stated that this is the process, per Qwest. She is aware that a scenario can exist where there can be 2 statuses of “live” and that IT was going to research if a blank status would cause a multiple live situation or a multiple live and a blank. Liz Balvin/WorldCom stated that this CR is to add all different scenarios to eliminate the possibility of retrieving multiple matches. There were no other questions. Peggy Esquibel-Reed/Qwest stated that Qwest understands this request, will research, and provide a level of effort and response at the November 21st Systems CMP Meeting. Liz Balvin/WorldCom asked if this CR is in time for the 13.0 vote. Peggy Esquibel-Reed/Qwest responded yes. There were no other comments.

CenturyLink Response

RE: SCR102202-01 Customer Service Record (CSR) statusing requirements cause CLECs multiple match CSR results 100% of the time.

Qwest is continuing to research information submitted as part of WorldCom’s Change Request SCR102202-01, which aims to eliminate multiple matches to a CSR query. The research that is taking place is regarding the identified scenarios that can cause multiple CSR responses. Qwest is working to analyze and clarify each specific scenario.

The impacted interface for this Change Request is Other.

The current status of the research for CSR multiple matches is as follows: - Qwest has identified several scenarios that are causing multiple live CSRs to be returned to CLECs: - The requested telephone number is cross-referenced to a prior account where the telephone number use to reside. - The requested telephone number is associated with a non-final account at the customer’s prior location (recent move). - The requested telephone number has an associated account for billing reasons (i.e. gift billing). - The requested telephone number had at one time been associated with a prior customer who now has a new account. The new account is being returned because it is in a LIVE status. Qwest has determined a method of uniquely identifying each of these situations and preventing the additional accounts from being returned. The result would be to return only the LIVE account for the current customer at the current location. The work effort for this is estimated to be 2,466 hours. - Research continues on the scenario whereby a recently changed or converted account reflects more than 1 live account. The level of effort for this scenario has not yet been determined, as more analysis is needed. The level of effort will be provided as soon as it is available. - Other scenarios may be identified as the research progresses.

Qwest is working towards reducing the number of CSR multiple matches as much, as is possible, there may continue to be situations where Qwest’s systems will not be able to mechanically identify the most current account. However, Qwest is working diligently to address this Change Request and to provide the most accurate LOEs that include elimination of as many multiple match scenarios as possible. At the December 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

DRAFT RESPONSE November 11, 2002

RE: SCR102202-01 Customer Service Record (CSR) statusing requirements cause CLECs multiple match CSR results 100% of the time.

Qwest has reviewed the information submitted as part of WorldCom’s Change Request SCR102202-01, which aims to eliminate multiple matches to a CSR query. Based upon research that has been conducted following the Clarification meeting (held October 28, 2002) Qwest has identified other scenarios that can cause multiple CSR responses. Qwest is working to clarify each specific scenario in order to develop potential solutions. Qwest will continue to research the CR, and will provide an updated response at the December Systems CMP Meeting.

Qwest is working diligently to address this Change Request and to provide the most accurate LOE possible. At the November 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