Open Product/Process CR PC112502-1 Detail |
| Title: CSR process documentation to correct inaccuracies for Qwest CSR’s posted on the Qwest Wholesale web site. | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
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| PC112502-1 |
Completed 2/19/2003 |
Pre-ordering, Provisioning, Ordering | Qwest CSR related. Could apply to all products where LSR is dependant on accurate Qwest CSR. | |||
| Originator: Johnson, Bonnie |
| Originator Company Name: Eschelon |
| Owner: Manning, Monica |
| Director: |
| CR PM: Sanchez-Steinke, Linda |
Description Of Change |
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Previously Eschelon requested a process be developed to correct a CSR for a customer prior to the conversion. Qwest completed the CR and issued an MCC on 7/13/01 with two options (see CR 5608163) however, the process was never documented on the Qwest Wholesale web site (or any CLEC facing document). Often Qwest CSR’s have inaccurate information and need to be corrected to minimize adverse impact to the CLEC or customer at the time of conversion. Since the implementation of this process, Eschelon has experienced a significant amount of LSR rejects in error using the process outlined in the closed CR. Because there is no documentation for that process for Eschelon to refer the Qwest CSIE to, Eschelon has the onus to point out the closed CR and details to Qwest on its own process. In addition, Eschelon is aware of this process, however, a new CLEC or a CLEC that does not participate in CMP may not even know this process exists and may still be referring the end user to Qwest Retail to have their records updated. This may leave the customer feeling like the new Local Service Provider they have selected cannot meet their needs. Qwest employees have the benefit of internal Qwest process documentation used for its Wholesale customers. Qwest has an obligation to provide documentation on the Wholesale web site that mirrors the MCC’s that are generated at Qwest so the CLECs are aware of all processes and have a documented process to refer to when escalating issues with Qwest. Consequently, as a result of this process not being documented on the Qwest Wholesale web site, Eschelon sometimes has to rely on its Service Management Team (Tier 3 and above) to resolve the issue. These reject in error issues could be easily resolved at the Tier 1 or even Tier 0 level if the CLEC and Qwest had access to the same documentation in a readily accessible format. The escalation process is time consuming and has a negative impact on CLECs productivity and wastes valuable time and resources for both the CLEC and Qwest.
Expected Deliverable Document on the Qwest Wholesale web site the existing defined process for correcting an inaccurate CSR prior to conversion (CR 5608163). CLECs have already waited several months for the process. Per the CMP process section 2.4.4 Qwest had an obligation to modify is external as well as its internal documentation and train all appropriate Qwest personnel as to change. If Qwest had done so, Eschelon would not have to train Qwest personnel on the appropriate procedures as it has had to do. Also per section 2.4.4 the documentation and training should have taken place by the implementation date therefore implementation is already past due and should be completed without delay.
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| Date | Action | Description |
| 11/25/2002 | CR Submitted by Eschelon | |
| 11/26/2002 | CR acknowledged by P/P CMP Manager | |
| 12/3/2002 | Scheduled Clarification call with Bonnie Johnson on 12/4/02 | |
| 12/4/2002 | Held Clarification call | |
| 12/10/2002 | Clarification meeting minutes issued to Eschelon | |
| 12/18/2002 | December CMP Meeting - Eschelon presented CR to CLEC Community. CR status changed to Presented. Meeting minutes will be posted to this CR's Project Meetings section. | |
| 1/8/2003 | Issued Qwest draft response to Bonnie Johnson at Eschelon | |
| 1/8/2003 | Draft Response posted to the web site | |
| 1/15/2003 | January CMP Meeting - Qwest presented draft response. Meeting minutes will be posted to this CR's Project Meetings section. | |
| 1/30/2003 | Qwest issued Process Notification PROS.01.30.03.F.00996.OrderingV24, effective immediately | |
| 2/19/2003 | February CMP Meeting - CR will move to completed status. Meeting minutes will be posted to this CR's Project Meetings section. |
Project Meetings |
| 02/19/03 February CMP Meeting Linda Sanchez-Steinke with Qwest stated that Qwest issued Process Notification PROS.01.30.03.F.00996.OrderingV24, effective 1/30/03. Bonnie Johnson with Eschelon said that the change request could be closed. The CR status was changed to Completed. 01/15/03 January CMP Meeting Michelle Thacker with Qwest presented the draft response to this CR and said that CLEC facing documentation changes are already in progress and they are targeted for review January 31, 2003. This CR is in Presented status. 12/18/02 December CMP Meeting Bonnie Johnson with Eschelon presented this CR and explained that CR5608163 was submitted and in response to that CR, Qwest provided two options to correct CSRs prior to customer conversion. Eschelon is asking that the process for updating the CSR be posted on the Qwest Wholesale web site for viewing as soon as possible because the process is not changing, but needs to documented for CLECs. Judy Schultz and Bonnie discussed that this should be a Level 1 change because the existing process is not changing, but is being documented. This CR will move to Presented status. CLEC Change Request Clarification Meeting December 4, 2002, 3:00 p.m. (MT) Conference Call 1-877-554-8688 PIN 1930099 # PC112502-1 CSR process documentation to correct inaccuracies for Qwest CSR’s posted on the Qwest Wholesale web site. Attendees Name/Company: Bonnie Johnson, Eschelon Kim Issacs, Eschelon Monica Manning, Qwest Michelle Thacker, Qwest Linda Sanchez-Steinke, Qwest Introduction of Attendees Introduction of the participants on the Conference Call was made and the purpose of the call discussed. Review Requested (Description of) Change The description of change requested in the CR was reviewed. Bonnie said the CR is asking for the 2 processes for CSR corrections, described in CR 5608163, be documented on the Wholesale Web site because Eschelon still gets rejects in error and then have to escalate to service management to resolve. Confirm Areas & Products Impacted Bonnie & Kim indicated that all products are impacted. Confirm Right Personnel Involved Qwest confirmed that the right personnel were involved in the conference call. Identify/Confirm CLEC’s Expectation Eschelon would like Qwest to document, on the wholesale web site, the two options for updating a CSR, 1) indication of manual handling with remarks, and 2) opening an escalation ticket with the Call Center. Eschelon uses both processes and still receives rejects in error that are difficult to resolve. Bonnie said that Eschelon knows up front that the CSR is wrong and supp the LSR for manual handling and have received rejects from the SDC and then are told that the customer should call the business office to update the CSR. Eschelon then has to go to the service management team and provide the closed CR number, explain how the process should work, before the CSR gets updated. Kim and Bonnie said they would like to take out the need to escalate these rejects in error and feel that with the previous CR, documentation on the Qwest web site there should have been provided. Establish Action Plan (Resolution Time Frame) This CR will be presented by Bonnie for review CLEC Community Review at the December CMP Meeting.
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CenturyLink Response |
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January 3, 2003 DRAFT RESPONSE For Review by CLEC Community and Discussion at January’s CMP Meeting Bonnie Johnson Sr. Manager ILEC Relations Eschelon SUBJECT: Qwest’s Change Request Response - CR # PC112502-1 (CSR process documentation to correct inaccuracies for Qwest CSR’s posted on the Qwest Wholesale web site.) This is in response to Eschelon’s Change Request PC112502-1, requesting that Qwest provide documentation on the Wholesale Web Site that provides details explaining how a CLEC issues an LSR when the CSR has inaccuracies. Qwest accepts this CR and will update CLEC facing documentation. Updates to Qwest External Documentation are targeted to be available for review by January 31, 2003. Sincerely,
Michelle Thacker Process Specialist Qwest
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Information Current as of 1/11/2021