Wholesale: Products & Services

Archived System CR SCR010213-1 Detail

 
Title: Extend Hours of IMA operation
CR Number Current Status
Date
Level of
Effort
Interface/
Release No.
Area
Impacted
Products
Impacted

SCR010213-1 Withdrawn
2/21/2018
-   25/ Pre-ordering and Ordering
Originator: Neher, Christina
Originator Company Name: dishNET Wireline
Owner: Martinez, Denise
Director:
CR PM: Lorence, Susan
Description Of Change
Request that IMA hours of operation are changed/extended so that weekend hours match weekday hours – 06:00 – 24:00. Our sales centers operate 24/7/365. If a DISH sales agent is unable to sell a dishNET Wireline product (through CenturyLink wholesale), another DISH product, such as Satellite will be sold. Additionally, our customer support centers operate 24/7/365, and when IMA is offline, we cannot provide comprehensive customer service and provisioning support which results in a poor consumer experience.

If this proposed change is unviable for CenturyLink immediately, secondary request would be to change Sunday hours from 10:00 – 19:00 to 06:00 – 21:00 to mirror Saturday hours of operation.

Status History

Date Action Description
1/2/2013 CR Submitted CR Submitted 
1/4/2013 Clarification Meeting Scheduled Clarification meeting scheduled. 
1/4/2013 CR Acknowledged CR Acknowledged 
1/10/2013 Clarification Meeting Held Clarification meeting held.  
1/11/2013 Additional Information Clarifying questions sent from CenturyLink and responses received from dishNET. For specifics, see Wholesale calendar at http://wholesalecalendar.centurylinkapps.com/detail/400/2013-01-10. 
1/16/2013 Status Changed Status changed to Presented. 
1/16/2013 Discussed at Monthly CMP Meeting Discussed at the January Systems CMP Meeting - See Attachment B in the Distribution Package. 
1/21/2013 Info Requested from CLEC Question sent to Originator requesting whether additional hours in the early AM or PM hours were preferable. 
1/29/2013 Info Requested from CLEC Followup question sent to Originator. 
1/30/2013 Status Changed Status changed to Evaluation 
2/1/2013 Additional Information Discussion with Originator regarding CR requirements. 
2/7/2013 Additional Information Discussion with Originator regarding CR requirements. 
2/13/2013 Draft Response Issued Draft Response sent to Originator. 
2/14/2013 Additional Information Discussion with Originator regarding CR requirements. 
2/20/2013 Discussed at Monthly CMP Meeting Discussed at the February Systems CMP Meeting - See Attachment J in the Distribution Package. 
2/28/2013 Info Sent to CLEC Information sent to CLEC. 
3/1/2013 Info Received From CLEC Acknowledgement of info sent from CenturyLink on 2/28/13. Response received from CLEC. 
3/13/2013 Draft Response Issued Draft Response issued. 
3/20/2013 Status Changed Status changed to Deferred. 
3/20/2013 Discussed at Monthly CMP Meeting Discussed at the March Systems CMP Meeting - See Attachment I in the Distribution Package. 
8/17/2016 Discussed at Monthly CMP Meeting Discussed in the August System CMP Meeting - See Attachment J in the Distribution Package. 
1/15/2018 Info Received From CLEC Email response received from Shawn Stickle, dishNET, that this CR was OK to be moved to a Withdrawn status. 
1/15/2018 Info Requested from CLEC Email sent to CR Originator and Shawn Stickle, dishNET, to request their consideration in moving this CR to a Withdrawn status. 
1/17/2018 Discussed at Monthly CMP Meeting Discussed in the January Systems CMP Meeting - See Attachment J in the Distribution Package. 
1/17/2018 Status Changed Status changed to Pending Withdrawal. 
2/21/2018 Status Changed Status changed to WITHDRAWN. 
2/21/2018 Discussed at Monthly CMP Meeting Discussed in the February Systems CMP Meeting - See Attachment G in the Distribution Package. 

Project Meetings

2/21/18 System CMP Meeting Mark Coyne – CenturyLink said last month we talked about this CR that has been in a Deferred status. In mid-January, we sent an email to the CR Originator Chris Neher and Shawn Stickle from dishNET to consider withdrawing the CR. We heard back from Shawn Stickle that it is OK to move this CR to Withdrawn. Mark said this CR is currently in Pending Withdrawal and we would like to move it to a Withdrawn status. There were no objections.

1/17/18 System CMP Meeting Mark Coyne – CenturyLink said that we are beginning to review the Deferred CRs and have started contacting the CR Originators on some of them to determine next steps. The idea is to hopefully move the CRs to a Withdrawn status if that makes sense. Mark then relayed the status of two CRs that we began with:

[REFER TO CR SCR112003-03 CSR Data on Bill which was the first CR discussed.] SCR SCR010213-1, Extend Hours of IMA Operation Mark Coyne – CenturyLink said for this CR from dishNET, we sent an email on January 15, 2018 to the CR Originator and to Shawn Stickle, dishNET, who had requested that we move this CR to a Deferred status. We heard back that same day from Shawn that it is OK to move this CR to a Withdrawn status which will occur starting in the February CMP meeting.

Kim Isaacs – Allstream asked if the CR should be moved to a status of “Pending withdrawal” for a month before actually being moved to a Withdrawn.

Mark Coyne – CenturyLink said yes; the process is to first move the CR to a status of “Pending withdrawal” for February to determine if any other CLEC wants to adopt the CR before it can then be moved to Withdrawn the next month.

* Mark Coyne – CenturyLink then asked if those on the call were OK to use the approach that was suggested with the Cbeyond CR for the remaining Deferred CRs. The approach again was to contact the CR Originator and anyone else suggested by our Service Management team to determine if the CR is still valid. We would try for a three month period and then if no response from that customer, we would proceed with moving the CR through the Pending Withdrawal approach. Mark said he had not heard of any objections.

Kim Isaacs – Allstream said the approach was fine as long as another customer had the opportunity to adopt the CR if they wanted to.

Mark Coyne – CenturyLink said yes that was the case.

8/17/16 System CMP Meeting Mark Coyne – CenturyLink said that last month, Kim Isaacs - Electric Lightwave had questioned the CRs that are in Deferred status and what CenturyLink was doing with them. Mark said of the five CRs, two are MTG specific and we would not be looking at those CRs at this time. Of the remaining three CRs, SCR010213-1, SCR072613-1, and SCR112003-03, CenturyLink would be working with the CenturyLink SME teams to see if the functionality is being addressed as part of the planned consolidations before reaching out to the CR originators to determine next steps.

3/20/13 System Monthly Meeting Mark Coyne – CenturyLink said a draft response had been sent to dishNET and then read the draft CenturyLink response that was included as part of the CR. The CenturyLink draft response indicates that the CR was not economically feasible and would be Denied. Alternatively, the CR could be placed in a Deferred status until order volumes increased. Mark relayed that he had talked with Shawn Stickle – dishNET and that Shawn was unable to attend today but that Shawn had requested the CR be placed in a Deferred status.

2/20/13 System Monthly Meeting Mark Coyne – CenturyLink said a response to dishNET had been sent that identified that we are still reviewing options and downstream impacts and would hopefully present more information in March.

1/16/13 System Monthly Meeting Mark Coyne – CenturyLink identified there was a new CR issued by dishNET Wireline.

Chris Neher - dishNET Wireline presented her new CR to extend the hours of IMA and presented the business reason for the CR. (1/24/13 Updates received from Integra in CAPS) DISHNET WIRELINE IS OPEN 24/7 WHEN IMA IS DOWN DISHNET CAN’T SELL PRODUCTS OR PROVIDE GOOD CUSTOMER SERVICE.

Mark Coyne – CenturyLink asked if there were any questions. There were none. Mark relayed there was a clarification call on January 10. The meeting minutes would be posted later that day. Mark relayed there were some additional questions from CenturyLink that would also be posted to the calendar entry along with the dishNET Wireline responses. Mark said the next steps would be for CenturyLink to evaluate the request and provide a response prior to the next monthly meeting.

1/10/13 Clarification meeting Attendees: Chris Neher - dishNET Wireline, Shawn Stickle - dishNET Wireline, Laurie Roberson - Integra, Kim Isaacs - Integra, Denise Martinez– CenturyLink, Jim Rearden – CenturyLink, Rich Rockwell – CenturyLink, Nicole James – CenturyLink, Roger Morrison – CenturyLink, Susan Griffeth – CenturyLink, Mark Coyne – CenturyLink, John Hansen – CenturyLink , Susan Lorence – CenturyLink

Susan Lorence – CenturyLink opened the call and recapped the purpose of the clarification call. She asked Chris Neher - dishNET Wireline to give an overview of the Change Request.

Chris Neher - dishNET Wireline said there were two parts to her request. She the primary request was to extend the IMA weekend hours of operation to match the IMA weekday hours of operation, seven days a week. Chris said the business reason for the change was that the dishNET sales and service centers operate 24/7/365 and that IMA is the primary tool used to determine if a customer is eligible and to place the order itself. Chris said if IMA is not available, then dishNET must sell another product. She said basic customer support could be provided but if the CSR is needed or if an order needs to be placed, that cannot occur when IMA is down. Chris said if her primary request is not feasible, her secondary request would be to change Sunday hours to match the current Saturday hours of operation.

Susan Lorence – CenturyLink asked if there were any questions about what is being requested. There were none. Susan said that the CR is requesting implementation by February 1, 2013. The next steps for this CR will be for Chris to present the CR in the CMP monthly meeting. The CenturyLink SME team will also begin evaluating the CR. Susan relayed that should CenturyLink be able to make this change, because it does not require a change to system technical specifications, the implementation would not require a 73 day system notification timeline. Depending on the resolution to the CR, the timeline could be relayed in the CenturyLink response. Susan said if there are no more questions, the call is over and the CR will be presented next Wednesday.

The clarification call concluded at 12:40 PM MT.

CenturyLink Response

DRAFT RESPONSE SENT

March 13, 2013 To: Chris Neher dishNET Wireline

Subject: SCR010213-1 Extend Hours of IMA Operation This letter is in response to dishNET Wireline Change Request (CR) SCR010213-1, Extend Hours of IMA Operation. The CR requested that the IMA hours of operation be changed/extended so that weekend hours match weekday hours – 06:00 – 24:00. The CR also identified that if the initial proposed change was not viable for Centurylink, dishNET requested that CenturyLink consider a secondary alternative to change Sunday hours from 10:00 – 19:00 to 06:00 – 21:00 to mirror Saturday hours of operations.

Centurylink has completed an analysis for SCR010213-1 and has determined, based on our findings, that a change to the IMA hours on Saturday and Sunday would not be economically feasible based on the current demand and the cost to implement such a change. Therefore, Centurylink respectfully denies your request to extend the IMA hours of operations at this time. As an alternative, dishNET can choose to request this CR be placed in a Deferred status until such time that dishNet order volumes for the weekend approach a level comparable to those on other days of the week.

This response will be attached to the original CR for reference and will be reviewed in the upcoming monthly CMP meeting to be held Wednesday March 20, 2013.

Sincerely, Mark Coyne CenturyLink

*

DRAFT RESPONSE SENT

2/13/2013

Chris,

The CenturyLink SME team is continuing the review of your Change Request SCR010213-1, Extend Hours of IMA operation. The team is continuing their research associated with the requested changes in IMA hours and hope to provide an updated response at the March Systems CMP Meeting. Thank you,

Susan Lorence CenturyLink CMP Project Manager

Information Current as of 5/4/2020