Wholesale: Products & Services

Archived System CR SCR070513-1 Detail

 
Title: Where’s My Technician XML/API
CR Number Current Status
Date
Level of
Effort
Interface/
Release No.
Area
Impacted
Products
Impacted

SCR070513-1 Completed
8/20/2014
3500 - 3900   19/36 Web Interface
Originator: Stickle, Shawn
Originator Company Name: dishNET Wireline
Owner: Martinez, Denise
Director:
CR PM: Lorence, Susan
Description Of Change
Currently Where’s My Technician information is available via a CenturyLink branded website. Wholesale agents or end users select the state and enter the telephone or order number [9/18/13 Update received from dishNET in CAPS] OR REPAIR TICKET NUMBER associated with the technician appointment to obtain estimated arrival time. The change being requested is the ability to access this information via XML/API. This would provide the ability for wholesale customers to automate system retrieval of this information instead of manual agent or end user input. It would also provide the ability for a wholesale customer to present the information in their own branded website.

Expected Deliverables/Proposed Implementation Date:

Reduction in the number calls between wholesale agents and end users. Reduction in call handling times between wholesale agents and end users. Elimination of wholesale end user confusion created by access to a CenturyLink branded website. Proposed implementation date is as soon as possible but prior to the end of Q4 2013.

Status History

Date Action Description
7/5/2013 CR Submitted CR Submitted. 
7/9/2013 CR Acknowledged CR Acknowledged. 
7/10/2013 Clarification Meeting Scheduled Clarification call time and date agreed upon. 
7/15/2013 Clarification Meeting Held Clarification call conducted. 
7/17/2013 Discussed at Monthly CMP Meeting Discussed at the July Systems CMP Meeting - See Attachment F in the Distribution Package. 
7/22/2013 Status Changed Status changed to Evaluation. 
8/21/2013 Discussed at Monthly CMP Meeting Discussed at the August Systems CMP Meeting - See Attachment J in the Distribution Package. 
9/12/2013 Info Requested from CLEC Clarifying question sent to dishNET regarding technician appointments for ordering vs. repair. 
9/17/2013 Info Received From CLEC Response received from dishNET that the functionality being requested is the development of XML/API capability to request and receive estimated technician appointment arrival and completion times for orders and repairs. 
9/18/2013 Discussed at Monthly CMP Meeting Discussed in the September System CMP Meeting - See Attachment I in the Distribution Package. 
9/18/2013 Info Requested from CLEC Info requested from dishNET to revise CR Description based on 9/17/13 response. 
9/18/2013 Info Received From CLEC CR Description revised by dishNET. 
10/9/2013 Draft Response Issued CenturyLink provides a draft response to accept the CR making it a candidate for IMA Release 36.0. 
10/11/2013 LOE Issued LOE of 3500-3900 hours included in CMP Package. 
10/16/2013 Status Changed Status changed to Packaged. 
10/16/2013 Discussed at Monthly CMP Meeting Discussed in the October System CMP Meeting - See Attachment I in the Distribution Package. 
2/19/2014 Discussed at Monthly CMP Meeting Discussed at the February Systems CMP Meeting - See Attachment I in the Distribution Package. 
4/16/2014 Discussed at Monthly CMP Meeting Discussed at the April Systems CMP Meeting - See Attachment K in the Distribution Package. 
4/28/2014 Status Changed Status changed to CLEC Test. 
5/21/2014 Discussed at Monthly CMP Meeting Discussed at the May Systems CMP Meeting - See Attachment G in the Distribution Package. 
6/18/2014 Discussed at Monthly CMP Meeting Discussed at the June Systems CMP Meeting - See Attachment G in the Distribution Package. 
7/16/2014 Discussed at Monthly CMP Meeting Discussed at the July Systems CMP Meeting - See Attachment G in the Distribution Package. 
8/20/2014 Status Changed Status changed to Completed. 
8/20/2014 Discussed at Monthly CMP Meeting Discussed at the August Systems CMP Meeting - See Attachment G in the Distribution Package. 

Project Meetings

8/20/14 System CMP Meeting SCR092713-1 Change for Listing Migration of ACT=Z SCR101111-5IG IMA – LSOG – DL Form Update SCR070513-1 Where’s My Technician XML/API Mark Coyne – CenturyLink said these CRs associated with IMA Release 36.0 have been in CLEC Test since April 2014. Based on an issue identified last month, the July CLEC migration was postponed until August 17. Mark said there were 22 CLECs that successfully migrated last weekend and no reported issues. Mark said CenturyLink would like to move these CRs to Completed status. There were no objections.

7/16/14 Monthly Systems CMP Meeting SCR092713-1 Change for Listing Migration of ACT=Z SCR101111-5IG IMA – LSOG – DL Form Update SCR070513-1 Where’s My Technician XML/API Mark Coyne – CenturyLink said these three CRs associated with IMA Release 36.0 have been in CLEC Test since the release implementation date of April 28, 2014. This coming weekend, July 20, 2014, is the next CLEC migration weekend and there are a number of CLECs scheduled for that weekend. We will leave the CRs in CLEC Test until the August monthly meeting.

6/18/14 Monthly Systems CMP Meeting SCR070513-1 Where’s My Technician XML/API SCR092713-1 Change for Listing Migration of ACT=Z SCR101111-5IG IMA – LSOG – DL Form Update Mark Coyne – CenturyLink these three CRs have been in CLEC Test since April 28, 2014. The first CLEC migration was May 18, 2014 however no CLEC migration occurred then. July 20, 2014 is the next CLEC migration weekend and several CLECs are scheduled for that weekend. We will leave the CRs in CLEC Test.

5/21/14 Monthly Systems CMP Meeting SCR070513-1 Where’s My Technician XML/API SCR092713-1 Change for Listing Migration of ACT=Z SCR101111-5IG IMA – LSOG – DL Form Update Mark Coyne – CenturyLink these three CRs associated with IMA Release 36.0 were implemented April 28, 2014 and are in CLEC Test. The first CLEC migration from IMA XML 35.0 to IMA XML 36.0 was May 18, 2014 however no CLEC migration occurred over the weekend. The next CLEC migration weekend is scheduled for July 20, 2014. CenturyLink will leave the CRs in CLEC Test until then.

4/16/14 Monthly Systems CMP Meeting SCR070513-1 Where’s My Technician XML/API SCR092713-1 Change for Listing Migration of ACT=Z SCR101111-5IG IMA – LSOG – DL Form Update Mark Coyne – CenturyLink said these three CRs associated with IMA Release 36.0 will be implemented April 28, 2014 and will be moved to CLEC Test at that time. The System downtime notice for the Release weekend will be sent shortly.

Susan Lorence – CenturyLink said the notice to provide planned Release downtime had been distributed that morning, April 16, 2014.

2/19/14 Monthly Systems CMP Meeting Mark Coyne – CenturyLink relayed that though the planned implementation date for these CRs is now April 28, 2014, all other dates will remain the same on the IMA Release 36.0 Timeline. Mark said a system notice had been sent to customers on February 14, 2014 to relay the new Production date and it was also relayed in the IMA Release 36.0 Walkthrough that occurred on February 17, 2014.

10/16/13 Monthly Systems CMP Meeting Mark Coyne – CenturyLink said CenturyLink sent a Draft Response to dishNET on October 9, 2013 and the response is in the package. Mark reviewed the Draft Response at a high level and indicated the Change Request has been Accepted. Mark relayed that the LOE for this Change Request is 3500 – 3900 Hours and that the Change Request is eligible for IMA Release 36.

09/18/13 Monthly Systems CMP Meeting Mark Coyne – CenturyLink relayed that the CR is still being evaluated. He said CenturyLink sent a clarifying question to dishNET to confirm whether they were requesting repair information in addition to ordering information. Mark said we did receive a response back that dishNET is looking for both ordering and repair. Mark said we would like dishNET to send in a revision to the Description of their CR to add the repair functionality.

Shawn Stickle – dishNET said he would update the CR to include repair.

Mark Coyne – CenturyLink asked if there were any other questions. There were none.

8/21/13 System CMP Monthly Meeting Mark Coyne – CenturyLink said this CR is still under evaluation by the CenturyLink SME team and that we hope to have an update in the near future.

7/17/13 System CMP Monthly Meeting Shawn Stickle - dishNET presented the new Walk-On Change Request associated with Where’s My Technician enhancements as listed in the CR. Shawn said this capability would reduce call handling time and would allow wholesale customers to provide access to their own branded website vs. receiving CenturyLink branded information.

Mark Coyne – CenturyLink asked if there were any questions. There were none.

7/15/13 CR Clarification Call Meeting Attendees: Shawn Stickle – dishNET Kim Isaacs – Integra Lori Burchett – CenturyLink Denise Martinez – CenturyLink Linda Harmon – CenturyLink Vinesh Vijayan Leela – CenturyLink Chuck Anderson – CenturyLink Mark Coyne – CenturyLink John Hansen – CenturyLink Susan Lorence – CenturyLink Susan Lorence – CenturyLink opened the call and recapped the purpose of a clarification call. She asked Shawn Stickle – dishNET to give an overview of the first Change Request (CR).

SCR070513-1-- Where’s My Technician XML/API Shawn Stickle – dishNET provided an overview of the CR to provide Where’s My Tech info via an XML API; the information is currently provided via a CenturyLink website. This CR would allow dishNET the ability to provide a wholesale branded version. He said dishNET estimates that between 7% and 10% of their call center requests are associated with technician arrival times. With this capability, calls into the call center could be reduced and would also provide a better customer experience, e.g., access via smart phones. Shawn asked if dishNET would need to provide more technical API information with the CR.

Susan Lorence – CenturyLink said this was the clarification call and that level of technical detail was not necessary at this point. Susan asked if the CR is requesting this functionality specifically for IMA.

Shawn Stickle – dishNET said he was not sure. He said dishNET would like the same web information provided today via an API so they can pull the data and provide it through their CRM system for their agents and also provide a dishNET branded website. Shawn said he did not think it was specific to IMA.

Denise Martinez – CenturyLink said the information is provided today via the IMA GUI. Denise asked if dishNET was asking for any additional products to be covered or any additional data. Shawn Stickle – dishNET said he is asking for the same products and information as provided today.

Lori Burchett – CenturyLink recapped that she thought dishNET was asking for the same information as today but in a format that dishNET could provide via their own applications for their end users.

Kim Isaacs – Integra said she thought the CR was requesting the information not only via the GUI but also via an XML feed.

Shawn Stickle – dishNET said that was correct.

Susan Lorence – CenturyLink asked if the format was to be generic vs. specific to IMA.

Denise Martinez – CenturyLink said the same capability is provided via the CEMR GUI and asked if dishNET uses CEMR and MEDIACC. Denise asked if dishNET is requesting the information through the Repair application also.

Shawn Stickle – dishNET asked whether the information provided via CEMR is the same as provided via IMA.

Denise Martinez – CenturyLink said yes.

Shawn Stickle– dishNET said he wanted the same data to be made available via XML/API regardless of the application and be able to make it available through the dishNET CRM system.

Kim Isaacs – Integra asked if dishNET currently has an XML interface to CenturyLink.

Shawn Stickle – dishNET said they use both IMA GUI and XML. Shawn said if the data is the same between the IMA GUI and the CEMR GUI then the data only needs to be provided once.

Denise Martinez – CenturyLink said it sounds like the IMA XML interface will be sufficient since the data is the same.

Susan Lorence – CenturyLink recapped the CR which was to provide an XML/API interface to the IMA Where’s my Tech information so that dishNET can provide the same information to their customers. Susan asked if there were any other questions. There were none.

Shawn Stickle – dishNET said that was correct. Shawn asked if anyone thought he was missing something?

Vinesh Vijayan Leela – CenturyLink asked if dishNET had any connection with MEDIACC?

Shawn Stickle – dishNET said he did not think so.

Vinesh Vijayan Leela – CenturyLink said he did not think dishNET used MEDIACC and asked if dishNET had any connection with the MTG application.

Shawn Stickle – dishNET said he did not think so.

CenturyLink Response

October 9, 2013

Shawn Stickle

dishNET Wireline

Subject: SCR070513-1 - Where’s My Technician XML/API

This letter is CenturyLink’s response to your Change Management Process (CMP) Change Request (CR) SCR070513-1, Where’s My Technician XML/API.

CR Description: Currently Where’s My Technician information is available via a CenturyLink branded website. Wholesale agents or end users select the state and enter the telephone or order number or repair ticket number associated with the technician appointment to obtain estimated arrival time. The change being requested is the ability to access this information via XML/API. This would provide the ability for wholesale customers to automate system retrieval of this information instead of manual agent or end user input. It would also provide the ability for a wholesale customer to present the information in their own branded website.

dishNET Expected Deliverables/Proposed Implementation Date: Reduction in the number calls between wholesale agents and end users. Reduction in call handling times between wholesale agents and end users. Elimination of wholesale end user confusion created by access to a CenturyLink branded website. Proposed implementation date is as soon as possible but prior to the end of Q4 2013.

History: The CR was submitted on July 5, 2013 and a clarification meeting was held on July 15, 2013 with CLEC and CenturyLink representation. Further discussion and clarification occurred in the CMP monthly meetings and via email. dishNET subsequently revised this CR on September 18, 2013 to include both ordering and repair as part of the information being requested.

CenturyLink Response: Century Link has reviewed the information submitted as part of Change Request SCR070513-1. Based on the scope of this revised CR as discussed in the Clarification call and CMP monthly meetings, CenturyLink is accepting this CR. The CR is under review by the Development team to provide an estimated Level of Effort (LOE).

An updated copy of the CR is attached.

This CR is an eligible candidate for the IMA Release 36.0 scheduled for implementation April 21, 2014.

Susan Lorence CenturyLink Wholesale CMP Change Request Project Manager 402 422-4999

Information Current as of 5/4/2020