Open Product/Process CR PC080301-1 Detail |
| Title: Identification of CSR cuscode process | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
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| PC080301-1 |
Completed 8/15/2001 |
TBD | Other | |||
| Originator: Stichter, Kathy |
| Originator Company Name: Eschelon |
| Owner: Thacker, Michelle |
| Director: |
| CR PM: |
Description Of Change |
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When a CLEC looks in IMA for a CSR (Customer Service Record) at times they find more than 1 live account with different cus codes for the same TN. There is no way for the CLEC to determine which live account to use when issuing the LSR. This causes the CLEC to issue the LSR on the incorrect account. Therefore, causing flow through issues and ultimately delays in service provisioning, which becomes customer affecting. Until the systems CR for IMA is worked Qwest should provide a documented process advising who to contact at Qwest that can identify which account established most recently. This would allow the CLEC to issue their LSR on the correct account.
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| Date | Action | Description |
| 8/3/2001 | Updated CR sent to Kathy Stichter of Eschelon | |
| 8/3/2001 | Status changed to New – To be Reviewed | |
| 8/3/2001 | Updated CR sent to Kathy Stichter of Eschelon | |
| 8/6/2001 | CR discussed by the internal Qwest CR review team and owner designated | |
| 8/9/2001 | CR status will be given at the August CICMP Meeting | |
| 8/10/2001 | Conference call held with Eschelon | |
| 8/15/2001 | CLEC CMP Meeting Product & Process CR PCCR080301-1. Response was provided in the separate hand-out and issued. The response was accepted. Eschelon agreed to close. Closed |
Project Meetings |
| August 10, 2001 Description of the change was reviewed. Eschelon was looking for a process advising who to contact at Qwest to identify the correct account when issuing a LSR. Qwest advised that Eschelon should contact the Interconnect Service Center at 1888-796-9087. Eschelon is to advise the Agent to process the LSR and make a referral to Order Resolution to correct account information. Qwest providing the contact point met with Eschelon’s expectations. Michelle will issue her formal response to the Change Request. Eschelon expressed a concerned on two accounts with RSID and ZSID issue. Details of the exact problem were not known and Eschelon was requested to research and present the issue via another CR, or at the Monthly Meeting. There is currently a systems Change Request, SCCR073001-4 Qwest will issue formal position to Matt Rossi week of 8/13/01
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CenturyLink Response |
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August 13, 2001 Kathleen Stichter ILEC Relations Manager Eschelon Telecom, Inc This letter is in response to the following CLEC Change Request Forms #PCCR080301-1 dated July 30, 2001. This Change Request pertains to the Duplicate CSR (one CSR for ZCID account and one CSR for RSID account). Change Request: “When a CLEC looks in IMA for a CSR (Customer Service Record) at times they find more than 1 live account with different cus codes for the same TN. There is no way for the CLEC to determine which live account to use when issuing the LSR. This causes the CLEC to issue the LSR on the incorrect account. Therefore, causing flow through issues and ultimately delays in service provisioning, which becomes customer affecting. Until the systems CR for IMA is worked Qwest should provide a documented process advising whom to contact at Qwest that could identify which account established most recently. This would allow the CLEC to issue their LSR on the correct account.” Response: ? If CLEC should encounter two CSRs when attempting to process an LSR, a call should be placed to the Interconnect Service Center (ISC) for assistance. The telephone number is 1-888-796-9087. ? The ISC agent will assist the CLEC by determining which CSR the CLEC needs to use to process their LSR. ? The ISC agent, if unable to assist the CLEC by determining the appropriate CSR or needs further investigation to clear the duplicate CSR problem will make a referral to the Customer Service Inquiry and Education Center for further assistance. ? A MCC (Multi Channel Communicator) will be sent to ISC personnel advising of this process upon release of this notification. Sincerely Michelle Thacker Process Specialist
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Information Current as of 1/11/2021