Wholesale: Products & Services

Open Product/Process CR PC070202-2X Detail

Description Of Change

Additional Information:

A process to supply CLECs with an "Invoice" of repair charges at the time of the repair visit.

Project Meetings

January 21, 2004 CMP Meeting Jim Recker – Qwest advised that we reviewed the user guide and we are in the process of scheduling the user guide updates. The user guide was not correct and it is being corrected. This CR will remain in CLEC Test Status.

December 17, 2003 CMP Meeting Minutes Jamal Boudhaouia – Qwest advised the notice for the User Guide updates went out December 16, 2003. The document identified the three changes that Kathy Stitcher requested. Kathy advised she would review the notice and User Guide during the call and report if there are any issues. Kathy reviewed the User Guide and advised that the tickets are not updated as the User Guide specifies. Tickets are sent to the invoice tool 2 weeks after the ticket is closed and it shows up in the tool 2 days after that. Kathy also said the Circuit id search (appendix A) is not accurate either. The appendix says to enter the circuit id exactly the way it is in our system. On the serial number you have to have 10 characters. You have the / and 10 characters. If you have 6-digit serial number you have to enter 4 spaces. Kathy said we need to say this field is not optional or change the serial number. Jamal advised he would check into the changes that were made and provide status next month.

November 19, 2003 CMP Meeting Minutes Craig Suellentrop – Qwest advised that we had a CLEC review meeting and looked at the tool and user guide. The circuit id search was completed successfully. The User Guide updates are underway. The User Guide updates will include information about the circuit id search and also that Internet Explorer is the required browser. Kathy Stitcher – Eschelon advised tickets should be updated within 2 weeks. Kathy advised she reviewed the tickets on 11-18 and the most current ticket was dated 10-31, so the update is taking a little over 2 weeks. . Kathy stated that Qwest should correct the language in the user guide to reflect that design tickets will not show for 2 weeks and 2 days.

CLEC Ad Hoc meeting October 28, 2003 PC070202-2X Repair Invoice Tool

In attendance: Kim Issacs – Eschelon Alice Mathew – Qwest Dan Busetti – Qwest Craig Suellentrop – Qwest Kathy Stitcher – Eschelon Sheldon Anderson – Qwest Joe Blepp – Bulls Eye Telecom Cindy Macy – Qwest

Cindy introduced the team members and explained the plan is to review the user guide and also go through the tool for the people that have CEMR user ids. Dan Busetti – Qwest reviewed the user guide and helped the users log on.

Kathy Stitcher – Eschelon asked if CEMR is down and we call the ticket in, opposed to entering it directly to CEMR, would it be in the Repair Invoice Tool? Dan advised no, it must be entered into CEMR directly,

Dan reviewed the Design and Non Design screens with the team. Dan explained how to export data to a report. Kathy advised she has done this function and it works fine. Dan explained that if you need to print the report you must export the data to excel first.

Kathy Stitcher – Eschelon asked if users are supposed to have two different log in ids. Dan advised you can use your regular CEMR log in id.

Kathy asked if users are supposed to have a different digital certificate, as she gets ‘page not found’? Dan advised no, try to redownload the digital certificate or reload the browser. Kathy also said she experiences trouble when trying to open the application, it seems as if it times out often. Dan Busetti advised he has let his application sit more than 15 minutes and does not have time out issues. Dan advised Internet Explorer is the browser that should be used as this may be causing some problems. Kathy requested in a later voice message to also update the user guide to advise that Internet Explorer is the ‘require’ browser, not the suggested browser, as many functions do not work with the Netscape browser.

Cindy suggested that if problems are found to be sure and call them into the Wholesale Help Desk. Bonnie advised that is not always the best route to handle problems. Discussion continued and it was agreed that a user review/help session is sometimes what is needed, opposed to opening trouble tickets. Cindy agreed that we should be more aware of scheduling these type of reviews on new systems.

Kathy Stitcher advised she has trouble with the circuit id format. She takes the format from the Completion Report and it is different that what this tool accepts. Dan reviewed the correct format. Kathy asked if this is in the user guide? Dan advised no, and agreed to get the user guide updated. Kathy advised she is able to access tickets with circuit id now.

Kathy advised she is only able to get invoices from the 13th, and today is the 28th. Dan confirmed there is a 2-week lag in data.

The team agreed the issues were addressed.

10/15/03 October CMP Meeting Craig Suellentrop – Qwest reported that there are not any open trouble reports on this system and he is not aware of any current issues. Craig requested to close this CR. Kathy Stitcher – Eschelon advised she is having trouble getting a match in the system using a circuit number. Kathy is not aware of what the correct format is for a circuit id. Qwest advised to use the circuit id as identified on the FOC. Kathy Stitcher – Eschelon advised the date range selection works but then you have to page through data to find the invoice you want. Cindy Macy – Qwest offered to schedule a meeting to review the system, user guide and address questions about how to use the system. A CLEC Ad Hoc meeting will be scheduled. Jen Arnold – US Link would like to attend the call. This CR will remain in CLEC Test Status. Kathy Stichter – Eschelon advised that in an earlier conversation Qwest advised that the CKT ID may be formatted as it appears in WFA and that since Eschelon does not have access to WFA Kathy would not know what the formatting is.

9/17/03 September CMP Meeting Craig Suellentrop-Qwest advised this CR was moved to CLEC Test last month and that he proposed we move this CR to Close status. Kathy Stitcher advised she went to look for tickets last week and was unable to find them in the system. Kathy explained she uses the Completion Report and then she views the accounts in RTCI. The tickets she was looking for were not in the system. Dan Busetti-Qwest advised they are aware of this issue and still working on it. Kathy opened a trouble report on September 12, ticket number 301456. Craig advised he will follow up with the help desk and we will leave this CR in CLEC Test status.

8/20/03 CMP Meeting Craig Suellentrop-Qwest advised the problem that Kathy reported last month was determined to be a problem with how the system is doing the ‘ownership check’. A work around is in place and the issue is scheduled to be fixed by September 11. Kathy Stitcher-Eschelon advised that Diana Ward and Dan Busetti were very helpful in getting this figured out. Kathy advised she is now experiencing a different problem. When she is in the tool it gives her ‘This page is not available’ message. She has to back out and this basically logs her off. She then has to start the process all over again and it works. This has happened with multiple functions, such as download and adding date ranges. Craig agreed he would report this to the IT team. Cindy Macy-Qwest advised that Kathy should also contact the Wholesale Help Desk and put in a trouble ticket. This way the correct process is being followed. Kathy agreed to contact the WHD.

7/16/03 July CMP Meeting Minutes Craig Suelletrop-Qwest advised this was deployed the end of June. Kathy Stitcher-Eschelon advised she tried to log on yesterday and she did not get the digital certificate login screen. She did get access to the application but there was not any data for her to review. Craig advised he will check on these items and get back to Kathy. Craig will check with the development team. This CR will stay in CLEC Test.

06/18/03 June CMP Meeting Minutes Craig – Qwest advised we responded to comments last week. Cindy – Qwest asked if we could move this to CLEC Test. Bonnie-Eschelon advised it should stay in Development until the process implements.

05/21/03 May CMP Meeting Minutes Craig Suellentrop – Qwest advised this CR was crossed over from the Systems meeting. This tool is under development and planned for deployment near the end of June. Craig reviewed the screen shots that are included in the package. Bonnie Johnson – Eschelon asked if the data in this tool is loaded from the previous day or if it gets loaded 2 weeks after the order closes and when it is sent to the bill. Craig advised this data should not be used as billing data, it is prebilling data. Craig agreed he would find out how current the information is. The CLEC preference is that it would be ‘next day’ data. This CR will stay in development status.

4/16/03 April CMP Meeting

PC070202-2X Time and Material Repair Charges Invoice Process Craig Suellentrop – Qwest advised this CR was crossed over from the Systems meeting. This tool is under development and planned for deployment near the end of June. Kathy Stitcher said she has been involved in this CR. Qwest agreed we would see if any report mock ups can be provided to the CLECs. This CR will stay in development status.

3/17/03 - Meeting held to discuss Eschelon's concerns. Eschelon would not have to apply for another Digital Certificate and could existing. The ticket information would be provided on a daily basis. Lynn Stecklein/Qwest will contact Kathy Stichter on 3/24/03 when she returns from vacation and provide status and update on Eschelon's concerns and questions.

3/6/03 - Contacted Kathy Stichter/Eschelon regarding Qwest developing a Web Tool to provide this information stead of sending the ticket information via e-mail. Kathy raised three concerns: 1. Don't want to have to apply for another Digital Certificate and asked if they could use there existing certificate. 2. Eschelon would have to look at tickets pro-actively. 3. How often would web be updated with ticket information. Kathy also indicated she would be on vacation until March 24, 2003 and would not be able to provide an answer until that time. 3/3/03 - Talked with Kathy Stichter/Eschelon regarding the description of change. Per Kathy ok to revise the description to remove any reference that Qwest will provide the cost or the total cost of each USOC.. Eschelon agreed that they will identify the rates and total cost associated with each USOC.

1/16/03 CMP Systems Meeting Dan Busetti/Qwest stated that this Change Request is in design. Dan stated that we are providing an updated LOE but it is still not scheduled. Kathy Stichter/Eschelon asked if we would have the implementation date in the February Systems CMP Meeting. Connie Winston/Qwest said that we could work towards that. Kit Thomte/Qwest said that this action item would remain open.

Additional Clarification Meeting / Conference Call Time/Date: 11:00 a.m. (MDT) / Thursday, September 12, 2002 Place: TEL 877.564.8688 Conference Call-In No.: CODE: 8571927 CR No.: CLEC Change Request SCR070202-1X "Time & Material Repair Charges invoice process"

Introduction of Attendees: Kathy Stichter, Eschelon, ILEC Relations Manager Dan Busetti, Qwest, Lead IT Analyst Craig Suellentrop, Qwest, 271 Network Technical Regulatory Roszan Jarman-Konkel, Qwest, Lead QA Engineer Justin Sewell, Qwest, Software Development Engineer Peggy Esquibel-Reed, Qwest, CRPM

Meeting Purpose: This CR was crossed over from a Product & Process CR. Additional clarification is needed form a systems perspective.

Review Requested (Description of) Change: Kathy Stichter/Eschelon stated that when Qwest goes out for repair for a Retail customer, there is a Time & Material invoice left with the customer to advise what will be billed. They leave an RG25-0015; she has a copy of one that was provided to her from one of her customers. Eschelon requests the same type of information provided to them before the charges are billed. Eschelon can then review the information for possible disputes and can check into subsequent tickets. Eschelon is requesting this information prior to the bill. Once is on the bill, is very time consuming to find the charges and to determine if the charges are applicable.

Discussion: Dan Busetti/Qwest asked what type of information is she seeing on the RG25-0015. Kathy Stichter/Eschelon stated the ticket number, customer address, city, state, billing telephone number, customer name, check box for installation visit or repair visit, technician’s name, total labor hours & minutes, list of USOCs, USOC description’s, quantity, cost, and total lines. Dan Busetti/Qwest asked if Eschelon’s request was for Maintenance & Repair charges. Kathy Stichter/Eschelon responded yes, repair only for designed and non-designed services. Dan Busetti/Qwest asked what information Eschelon needs. Kathy Stichter/Eschelon stated ticket number, customer BTN or circuit ID, whatever trouble was found on, USOC, quantity, labor hours, and what is being billed for. For non-designed, it would be a TIC and designed would be dispatch & increments of time charges. Dan Busetti/Qwest asked - how soon do you want the information? Kathy Stichter/Eschelon responded - immediately. The information is left for Retail on the premise as the technician is leaving. Is thinking a daily report. Dan Busetti/Qwest - immediately or the day after? Kathy Stichter/Eschelon - yes, the day after would work. Dan Busetti/Qwest - how do you want to receive the report? Kathy Stichter/Eschelon - via Email. Dan Busetti/Qwest - someone will be looking at the form and do the compilations? Kathy Stichter/Eschelon - yes, I will be doing that. Dan Busetti/Qwest - do you want the Eschelon ticket number? Kathy Stichter/Eschelon - Ideally, yes. Dan Busetti/Qwest - a report the next day would be okay, would get Tuesday’s work on Wednesday? Kathy Stichter/Eschelon - yes, that would be okay. Dan Busetti/Qwest asked Craig Suellentrop/Qwest if he missed anything. Craig Suellentrop/Qwest stated that Dan captured the key issues. Craig stated that it could differ by CLEC and/or by state. Craig asked for verification that the CLECs would get their own rates. Kathy Stichter/Eschelon stated yes, does not expect Qwest to provide the rates, only the increments. Craig Suellentop/Qwest stated that the CLEC ticket number is contained in CEMR Dan Busetti/Qwest stated that on the report, it would be received the next day with the Qwest ticket number, possibly the CLEC ticket number, circuit ID or WTN, date of dispatch. Kathy Stichter/Eschelon - the WTN would be better than the BTN. Dan Busetti/Qwest asked Craig Suellentrop/Qwest if general information regarding the Maintenance of service charge is left with the End Users. Craig Suellentrop/Qwest stated he believes so but will verify for Dan.

There were no other questions or comments. The meeting was adjourned.

-- 07/17/02 - July CMP Meeting Minutes: Eschelon presented their Change Request. CR status is clarification

Alignment/Clarification Meeting Conference Call Time/Date: 2:00 p.m. (MDT) / Wednesday, July 10, 2002 Place:TEL: 877.521.8688 Conference Call-In No.: CODE: 7901848 CR No.:CLEC Change Request PC070202-1"Time & Material Repair Charges invoice process"

Kathy Stichter, Eschelon, ILEC Relations Manager Craig Suellentrop, Qwest, 271 Network Technical Regulatory Alice Matthews, Qwest, Process Specialist Michael Keegan, Qwest, CMP Manager

Introduction of Attendees Attendees introduced.

Review Requested (Description of) Change Description: Currently Qwest leaves a "Time and Materials Invoice" with its retail customers during a repair visit when the trouble was not found in the Qwest network. Qwest does not supply anything to CLECs. This "Invoice" would assist Eschelon in reconcilling its bill. Eschelon asks Qwest to develop, document and train an adhered to process to supply CLECs with this same "Invoice" or something similar, with the same detail, that will state the charges that Qwest plans to bill at the time of the repair visit. The "Invoice" should contain the Qwest repair ticket number, the number or circuit ID which was reported in trouble, the customer's name and address, the Qwest technicians name and telephone number, the date, the USOCs that Qwest will bill, the quantity of each USOC, the cost of each USOC, the total cost and the reason for the charge.

Discussion: Eschelon is requesting that the same type of time & material invoice that is generated by Qwest technicians for Qwest retail customers be generated for the CLECs prior to billing and mailed to the CLEC for review and signature.

Qwest indicated that they understood the scope of this CR. Craig Suellentrop will coordinate the production of the Qwest response. N/A

Confirm Areas & Products Impacted Areas Impacted: Maintenance/Repair Products Impacted: Centrex, Unbundled Loop, UNE Loop, UNE-P, Resale N/A

Confirm Right Personnel Qwest confirmed the correct personnel were on the call.

Identify/Confirm CLEC’s Expectation A process to supply CLECs with an "Invoice" of repair charges at the time of the repair visit.

Identify any Dependent Systems Change Requests None

Establish Action Plan (Resolution Time Frame) Eschelon can present this Change Request to the CLEC community at the July Product/Process CMP meeting scheduled for July 17 Qwest will issue draft response to this Change Request by Aug 14 (one week prior to the Aug 21 CMP meeting). Qwest will discuss the draft response at the Aug 21 CMP meeting.

CenturyLink Response

January 17, 2003

RE: SCR070202-1X Time & Material Repair Charges invoice process

Qwest has reviewed the information submitted as part of Change Request SCR070202-1X. Based upon the scope of this CR as agreed to in the Clarification Meeting, Qwest is able to provide an estimated Level of Effort (LOE) of 1500 to 2000 hours for this Change Request.

Qwest will review release schedules and development timetables in an effort to evaluate options for potential scheduling of Change Request SCR070202-1X

Sincerely, Qwest

See Crossover SCR070202-01X

August 13, 2002

DRAFT RESPONSE for PC070202-1 For Review by CLEC Community and Discussion at August’s CMP Meeting

Kathy Stichter ILEC Relations Manager Eschelon

SUBJECT: Qwest’s Change Request Response - CR PC070202-1 “Time and Material Repair invoice process.”

This CR states that Qwest leaves a ‘Time and Materials Invoice’ with its retail customers during a repair visit when the trouble was not found in the Qwest network. The CR requests that Qwest supply CLECs with this same ‘invoice’ or something similar, with the same detail that will state the charges that Qwest plans to bill at the time of the repair visit.

Qwest does leave a Time and Materials Invoice with retail customers when a repair dispatch will result in a charge. This invoice is informational in nature. The technician that is dispatched leaves it at the premises. The actual bill (for both wholesale and retail customers) is generated through automated systems and manual processes that occur when a technician closes a trouble ticket. Qwest does not have a billing relationship with CLEC end-users; therefore, Qwest’s process is to not leave invoices with CLEC end-users. CLECs may use electronic maintenance and repair systems (CEMR) to view trouble ticket history as it appears in Qwest’s systems. This information would be valuable in disputing or substantiating repair charges.

Qwest does not have an organization that is responsible for collecting and distributing these invoices. Qwest believes that a systems CR should be opened to generate an automated report that would provide CLECs with data regarding maintenance and repair billing in the timeframe requested. A meeting will be scheduled for late August to discuss CR’s involving maintenance and repair billing, including this CR. Further clarification and direction for this CR will be determined after this meeting.

Sincerely,

Craig Suellentrop Staff Advocate, Policy & Law Qwest

Cc: Mary Retka, Director-Legal Issues, Qwest Susie Bliss, Director-Process Management, Qwest Alice Matthews, Senior Process Analyst, Qwest