Wholesale: Products & Services

Open Product/Process CR PC080204-1 Detail

 
Title: Escalation Code and sub code, including examples, documented on Qwest’s Wholesale web site
CR Number Current Status
Date
Area Impacted Products Impacted

PC080204-1 Completed
4/20/2005
Pre Order Ordering Provisioning Escalation process
Originator: Johnson, Bonnie
Originator Company Name: Eschelon
Owner: Thacker, Michelle
Director:
CR PM: Stecklein, Lynn

Description Of Change

Qwest will publish its escalation code and sub codes with examples of when Qwest uses the codes. When a CLEC opens an escalation ticket with Qwest for any reason, Qwest said it would provide the escalation close out code and sub code to the CLEC at the CLEC’s request. However, the CLEC cannot verify if it agrees with the code and sub code Qwest used to close the escalation ticket, because Qwest does publish an exhaustive list of its escalation close out code and sub codes. Eschelon may choose to escalate the code and sub code Qwest used to close the ticket, but is unable to so because the CLEC does not have the codes and sub codes that are available when Qwest closes a CLEC ticket. Qwest should also include examples of when Qwest uses a particular code and sub code while closing a CLEC escalation ticket.

Expected Deliverable: Qwest will publish the available escalation codes and sub codes Qwest uses when closing out a CLEC escalation ticket. Qwest will include examples of when specific codes are used.


Date Action Description
8/2/2004 CR submitted 
8/2/2004 CR acknowledged 
8/18/2004 August CMP Meeting - Meeting minutes will be posted to this CR's Project Meetings section. 
9/16/2004 September CMP Meeting - Meeting minutes will be posted to this CR's Project Meetings section. 
10/20/2004 October CMP Meeting minutes will be posted to the project meeting section 
11/17/2004 November CMP Meeting minutes will be posted to the database 
12/13/2004 Sent out escalation product code document and scheduled adhoc meeting for Jan 5 
12/14/2004 Rescheduled ad hoc meeting per Eschelon's request for Jan 6 
12/15/2004 December meeting minutes will be posted to the database 
1/6/2005 Ad hoc meeting held 
1/19/2005 Discussed in the January Product/Process Meeting - See attachment C in the Distribution Package 
2/3/2005 Communicator Issued PROS.02.03.05.F.02494.OrderingV65, Expedites and Escalations Overview V18 
2/16/2005 Discussed in theFebruary Product/Process Meeting - See attachment C in the Distribution Package 
2/3/2005 PROS.02.03.05.F.02494.OrderingV65_ExpediteV18 
3/16/2005 Status changed to CLEC Test 
3/16/2005 Discussed in the March Product/Process CMP Meeting - See Attachment C - Product/Process Distribution Package. 
4/20/2005 Discussed in the April Product/Process CMP Meeting - See Attachment C - Product/Process Distribution Package 
4/20/2005 Status changed to completed. 

Project Meetings

4/20/05 Product/Process CMP Meeting Discussion

Jill Martain - Qwest stated that this request was effective on 2/24/05 and that this CR will be closed.

3/16/05 Product/Process CMP Meeting Discussion

Michelle Thacker - Qwest stated that this request was effective on February 24th. She said that this will move to CLEC Test with the expectation of closing in April 2/16/05 Product/Process CMP Meeting

Michelle Thacker - Qwest stated that the targeted implementation is February 24, 2005.

Jill Martain - Qwest stated that this CR will remain in a Development Status.

1/19/05 Product/Process CMP Meeting

Michelle Thacker/Qwest stated that an adhoc meeting was held January 6, 2005 to review the product reason codes. Michelle stated that the notification will go out the 1st week of February and will be published the 3rd week of February. Michelle stated that it will be published in the ordering overview. Bonnie Johnson/Eschelon thanked Qwest for considering publishing in the Escalation/Expedite PCAT because that is where people would look for it. Michelle Thacker/Qwest said that there will be a link and that there will be a pull down menu in ordering overview.

PC080204-1 Escalation Product Reason Codes Ad Hoc Meeting January 17, 2005

Cox Communications requested that Qwest schedule an adhoc meeting to discuss the Product Reason codes that were reviewed with the CLEC Community on January 6, 2005. Cox indicated that they did not receive the notification on the date change of the original meeting. Cindy Harlan reviewed what was discussed in the adhoc meeting held on January 6. Cox asked where they could locate this information. Cindy advised that this information will be sent via a level 4 notifcation upon completion. Chuck Ploughman stated that Cox could request to receive notifications directly. Cox said that they would look into receiving the notifications directly. There were no other questions.

January 6, 2005

In attendance: Gary Price – DSET Kim Isaacs – Eschelon Sharon Van Meter – ATT Michelle Thacker – Qwest Amanda Silva – VCI Bonnie Johnson – Eschelon Cindy Harlan – Qwest

Cindy Harlan – Qwest advised the purpose of the call is to review the Product Reason code document that was distributed.

Michelle Thacker – Qwest explained the Product Reason codes are used to categorize escalation calls to the Wholesale Center.

Bonnie Johnson – Eschelon asked if this is an exhaustive list. Michelle advised it is not a total list. Exceptions are codes that are used for a 30 day period to identify a specific or limited condition and codes for pay phone products, or control cards. Bonnie reviewed the list and asked Michelle to explain the Typing error code. Is this used when the LSR is accurate but something was omitted? Michelle agreed. Kim Isaacs- Eschelon asked about the Jep after FOC code and what happens if the Jep was in error? Michelle advised the centers assign these codes based on the information that they have at the time of the call. Qwest is not trying to focus on whose fault the issue is. Qwest is trying to resolve the issue and the center is just capturing data about the call. The focus is on addressing the issue, not updating the data. Bonnie advised more detail helps with a training issue of SDCs. Michelle advised the SDC decides how a ticket is coded based on the resolution of that ticket. They can not spend a lot of time on recording the data.

Michelle advised the document will be a pull down list in the PCAT. Discussion took place regarding locating the document in the Ordering Overview or the Escalations section. This document will be released with a Level 4 Notification.

Sharon Van Meter – ATT asked if this was for all products, except payphones. Michelle advised yes.

Bonnie asked if we could name the middle column to state ‘examples of this product reason code’. Michelle agreed.

Cindy recapped next steps are to complete the document updates and get these ready to be released via Level 4 Notification. Status will be provided at the next CMP meeting.

December CMP Meeting Minutes Cindy Macy – Qwest advised an ad hoc meeting is scheduled for January 6 to review the product sub codes. The product subcodes document was sent out for review with the meeting notification. This CR will remain in Development Status.

11/17/04 November meeting minutes Cindy Macy – Qwest advised that this process in under development and the PCAT should be available in the next few weeks. This CR will remain in Development Status.

10/20/04 CMP Meeting Minutes Michelle Thacker, Qwest explained that a draft will be available in mid November for review and that she would like to move the CR to development status. Bonnie Johnson, Eschelon wanted to ensure that the list of codes would be exhaustive while the examples may not be. Michelle said the temporary codes to collect data will not be included in the list. Michelle used the example of when BOSS was down in February there was a temporary code created in addition to the three regular codes for this area. The temporary code was for “impact from Boss being down”. There was discussion around this issue. It was determined that when the center is called the temporary code could be given to the CLEC and that Michelle will explain and give examples of the temporary codes in the documentation. The CR will move to development.

- 09/16/04 CMP September Meeting Michelle Thacker reported that Qwest will accept the CR and will post codes to the Wholesale web but not as part of the PCAT. Bonnie asked if the web would cover both codes and sub-codes. Michelle said yes and will also contain brief descriptions of each code. The CR will move to Development Status.

-- 08/18/04 CMP Meeting Bonnie Johnson presented the CR saying that Qwest and Eschelon did have a Clarification call, and that Eschelon is asking Qwest to provide on the Wholesale web site the codes and sub codes used in closing escalations. The problem is that while Qwest knows the codes meaning, Eschelon does not. (Comment begin) Bonnie said Eschelon wants to validate the codes Qwest uses when closing out a ticket and cannot do so because Eschelon does not know the list of codes (end comment). This CR will be moved to Presented status.

-- 11:00 a.m. (MDT) / Thursday August 12, 2004 1-877-521-8688 1456160# PCPC080204-1 Escalation Code and sub code, including examples, documented on Qwest’s Wholesale web site Attendees Attended Conference Call Name/Company: Bonnie Johnson, Eshcelon Stephanie Prull, Eschelon Kim Isaacs, Eschelon Doug Andreen, Qwest Michelle Thacker, Qwest Jim Rucker, Qwest Title:

Meeting Agenda: Action 1.0 Introduction of Attendees Introduction of participants on the conference call was made and the purpose of the call discussed. 2.0 Review Requested (Description of) Change Doug read the title of the CR which is Escalation Code and sub code, including examples, documented on Qwest’s Wholesale web site”. The reading of the description was waived since everyone on the call has a good understanding of what is requested. Eschelon’s expectation is that Qwest will publish the available escalation codes and sub codes Qwest uses when closing out a CLEC escalation ticket. Qwest will include examples of when specific codes are used. Michelle said in past meetings she believed these codes were referred to as ‘Close codes Bonnie said yes and added that Eschelon is not asking for an exhaustive list but rather a definition of a category or a code. For example, XX is the code for when the telephone number is wrong. Like closing codes on service orders. Michelle said for example if Qwest didn’t type the telephone number correctly, or on an out of service, would want the codes associated. Bonnie said yes, though out of service is pretty self explanatory. Bonnie also suggested that if a list was sent to Eschelon that they could indicate the ones that are not clearly understood. Bonnie said she would leave it to Michelle on how to work it. There were no further questions or comments. 3.0 Confirm Areas & Products Impacted Areas impacted are Pre-Ordering, Ordering, Provisioning, and the Escalation process. 4.0 Confirm Right Personnel Involved Correct personnel were involved in the meeting. 5.0 Identify/Confirm CLEC’s Expectation Eschelon’s expectation is that Qwest will publish the available escalation codes and sub codes Qwest uses when closing out a CLEC escalation ticket. Qwest will include examples of when specific codes are used. 6.0 Identify any Dependent Systems Change Requests None 7.0 Establish Action Plan (Resolution Time Frame) Eschelon will present the CR at the August CMP Meeting. A response from Qwest will be given at the September meeting.


CenturyLink Response

October 12, 2004

For Review by CLEC Community and Discussion at the October 2004 CMP Meeting

Bonnie Johnson Director Carrier Relations Eschelon Telecom

SUBJECT: Qwest’s Change Request Response PC080204-1 Escalation Code and sub code, including examples, documented on Qwest’s Wholesale web site

This letter is a revised response to Eschelon’s Change Request (CR) PC080204-1. This CR requests that Qwest provide escalation codes and sub codes, including examples, on the Qwest Wholesale web site.

In the original response Qwest accepted the request and indicated that the information would be located outside of the Product Catalogue. After a review of the best location to place the information it was determined that the most appropriate location is a downloadable file in the Ordering Overview section of the PCAT. As agreed in the Clarification call, this will not be a totally exhaustive list but rather cover the codes, sub-codes and descriptions that are frequently used. The list will be updated as needed by Qwest.

As indicated in the original response, Escalations will continue to follow the existing process as currently documented in “Expedites and Escalations”.

Qwest will provide a status update at the November CMP Meeting.

Sincerely,

Michelle Thacker Process Manager - Qwest

-- September 13, 2004

For Review by CLEC Community and Discussion at the September 2004 CMP Meeting

Bonnie Johnson Director Carrier Relations Eschelon Telecom

SUBJECT: Qwest’s Change Request Response PC080204-1 Escalation Code and sub code, including examples, documented on Qwest’s Wholesale web site

This letter is in response to Eschelon’s Change Request (CR) PC080204-1. This CR requests that Qwest provide escalation codes and sub codes, including examples, on the Qwest Wholesale web site.

Qwest accepts this request and will move forward to place codes, sub codes and explanations on the Qwest Wholesale web site. The information will be located outside of the Product Catalogue and will be updated on an as needed basis.

Escalations will continue to follow the existing process as currently documented in Expedites and Escalations.

Qwest will provide a status update at the October CMP Meeting.

Sincerely,

Michelle Thacker Process Manager - Qwest


Information Current as of 5/4/2020