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Q w e s t W h o l e s a l e M a r k e t s Q w e s t W h o l e s a l e M a r k e t s Repair Charges The Qwest CLEC Forum May 13-14, 2002

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Q w e s t W h o l e s a l e M a r k e t s

Q w e s t W h o l e s a l e M a r k e t s

Repair Charges

The Qwest CLEC Forum

May 13-14, 2002

The information provided on every slide in the following presentation is for training purposes only. The information provided does not create or modify any legal obligations, promises or expectations between Qwest and CLEC customer. The parties’ relationship is governed by existing legal obligations and contracts.


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Topics

  • Define Trouble Isolation Charge, Optional Testing, Maintenance of Service Charge and Dispatch charges and the applicable products

  • Communicate pricing triggers for each scenario

  • Define Demarcation

  • Identify what customers can do to minimize charges

  • Identify how customers can populate CEMR to minimize charges

  • How is the Billing of these charges displayed on the CLEC Bill?

  • Miscellaneous Questions and Answers

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Definition

TIC, Optional Testing, Maintenance of Service Charge, Dispatch and applicable products

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Pricing Triggers for Each Scenario

POTS (Resale or UNE-P)

All UNE’s

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Unbundled Local Loop, UDIT, EEL and LMC

Pricing Triggers for Each Scenario

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Demarcation Points

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What Can Customers Do To Minimize Charges?

When submitting a trouble report, the results & analysis of your fact-finding, testing & trouble isolation efforts will determine the information you provide. The following information is required when a trouble report is submitted:

  • Telephone Number or Qwest circuit ID of service in trouble

  • Address of service, including suite, room #, floor, apt or unit number

  • Detailed fault condition & trouble description including test results (required for design services Unbundled Loop Products or authorization for optional testing if test results are not available)

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What Can Customers Do To Minimize Charges?

  • Reporting contact name & telephone number. In order to expedite the closure of the trouble ticket we ask for a local or toll free number

  • Local contact name & number for premises access (if required)

  • Hours of access to the end-user premises (if required)

  • Authorization to test and to dispatch

  • Identification of life threatening situation

  • Identification of chronic service problem (if applicable)

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What Can Customers Do To Minimize Charges?

  • Understand the service parameters of the circuit or telephone number in question.

  • Perform all appropriate trouble isolation tests prior to opening a repair ticket with Qwest.

  • Confirm that the “end user” has power both to their CPE equipment & to any line conditioning equipment that may be located at their premises.

  • Provide accurate local contact name, contact number, and access hours to avoid charges due to resulting No Access situations.

  • Insure that Qwest will have access to the circuit to test and trouble shoot if and when a dispatch is required or requested.

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What Can Customers Do To Minimize Charges?

  • Since duration contributes to the overall maintenance charges, insure quick access to phone closets, inside terminals, DMARC and to the local contact persons.

  • If the CLEC does not want Qwest to perform trouble isolation up to and including the DMARC upon opening the initial ticket, request a Call Before Dispatch and do not authorize dispatch. This will cause the Repair Service Attendant to mark the ticket as “DISP Auth N” and to include CB4 Disp remarks on the ticket. (Remember that not authorizing a dispatch may delay the timely trouble isolation and restoral of service.)

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What Can Customers Do To Minimize Charges?

  • Trouble reports can be reported directly to the Account Maintenance Support Center (AMSC) or the Repair Call Handling Center (RCHC). Trouble reports can also be generated electronically via the Customer Electronic Maintenance & Repair System (CEMR).

  • Additional information regarding Maintenance & Repair is available at the following Qwest website:

  • http://www.qwest.com/wholesale/clecs/maintenance.html

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Example

CEMR Screen Populated Correctly for Design Services

  • Note: Design Services Tickets generated in CEMR automatically authorize a dispatch and

  • intrusive testing and acceptance of Maintenance Service Charges if applicable.

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Example

CEMR Screen Populated for POTS (Non-Design)

  • Non-Design Trouble Tickets

  • Selection of ‘TIC may apply’ indicates acceptance of Trouble Isolation Charges

  • Selection of ‘Did not quote TIC’ indicates refusal of Trouble Isolation Charges

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TIC=NO

Non-Design Trouble Tickets

  • The Narrative indicates TIC has not been authorized.

  • Select ‘Customer requesting line test only (LTO)’. Qwest will perform a line test only and will not dispatch without contacting the customer first.

LTO

Example

CEMR Screen Populated for POTS (Non-Design)

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How is the Billing Displayed for These Charges?

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Question & Answer

Why Would CLECs Get Charged When They Do Not Request a POTS Dispatch From Qwest?

  • The customer should not be charged if they did not authorize a TIC charge or a dispatch.

  • If the CLEC wants a Line Test Only (LTO), the Repair Service Attendant (RSA) will advise them that Qwest will perform the LTO and a technician will not be dispatched. The screener will provide the LTO test results to the customer. If test results indicate that a dispatch is required to isolate the trouble, the screener will ask the CLEC if they want a dispatch on the ticket and also request approval for TIC charges.

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Question & Answer

Why Would CLECs Get Charged When They Do Not Request a POTS Dispatch From Qwest?

  • On a trouble ticket generated for non-design circuits, the Shared Screening Module Retest (SSMRTST) system performs automated testing, and identifies if a field issue exists. Work items identified with known or suspected outside plant facility problems are routed to WFA/DO in a pending dispatch status until loaded to a technician.

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Question & Answer

Why Would CLECs Get Charged When They Do Not Request a POTS Dispatch From Qwest?

  • When the CLEC has selected “Call before dispatch” the technician is failing to read the remarks section of the ticket that specifically states “CALL B4 DISPATCH”. The technician should not go to the customer premises without verbal commitment from the CLEC that they will accept TIC charges if the trouble is found on the customer side of the DMARC. If the CLEC still refuses TIC charges, the screener should give the test results to the CLEC and the technician would not go on the dispatch. If the technician does go out to the customer premises in error, and finds trouble on the customer side of the DMARC and codes the trouble ticket with a 12xx disposition code, the CLEC would be billed in error.

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Question & Answer

Why Would CLECs Get Charged When They Do Not Request a Design Dispatch From Qwest?

  • A customer, CLEC or otherwise, does not have to specifically request a dispatch to enable charges for non-Qwest found trouble. They simply have to "authorize" a dispatch either when they open the original ticket or at some point during the life of the ticket. After that if a dispatch occurs and either there is no trouble found or the trouble is out of the Qwest network then charges apply.

  • A customer can indeed request a dispatch but to do so they must first "authorize" the dispatch so the Qwest employee can appropriately mark the ticket as "Disp Auth Y".

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Question & Answer

Why Would CLECs Get Charged When They Do Not Request a Design Dispatch From Qwest?

  • Authorizing a dispatch enables Qwest to perform complete trouble isolation up to and including the D-Marc. It is usually in the best interest of the customer to authorize a dispatch up front since this will generally expedite the isolation process by allowing an immediate dispatch out when needed.

  • Customers should never be charged a Maintenance of Service Charge on a repair ticket unless the trouble is isolated out of the Qwest network. If this does happen it should be infrequent and would most likely be due to employee error. Based on past center compliance reviews this has not been an issue.

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Question & Answer

Why Would CLECs Get Charged When They Do Not Request a Design Dispatch From Qwest?

  • The expectation is that the CLEC will perform proper and thorough trouble isolation prior to opening a ticket with Qwest, Therefore, Qwest operates from the perspective that we are pursuing a Qwest trouble until proven otherwise.

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Question & Answer

What if the Test Determines that it is a Qwest problem and the CLEC is Charged?

Contact your Service Manager who will work with the Network Repair and billing Center to investigate the charges. CLECs should provide the following information to the Service Manager:

  • Qwest Ticket Number

  • Circuit ID or Telephone Number

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Question & Answer

Why Would CLECs be billed for TIC, MOS and Dispatch when it is not in their Contract?

  • A customer, CLEC or otherwise, does not have to specifically request a dispatch to enable charges for non-Qwest found trouble.

  • They simply have to "authorize" a dispatch either when they open theTrouble Isolation Code (TIC), Maintenance of Service (MOS) and the Dispatch can be independently authorized by the CLEC.

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Question & Answer

Why Would CLECs be billed for TIC, MOS and Dispatch when it is not in their Contract?

  • As Qwest discusses trouble situations with CLECs before resolving, the CLEC has on-line contact with the Repair Service Attendant In this conversation, the CLEC is advised that in order to complete trouble correction, the application of these charges may be necessary.

  • If the CLEC does not authorize this dispatch, Qwest may not be able to correct the trouble.

  • As Qwest will only bill the CLEC if trouble is found on the CLEC side of the network, CLECs who have trouble isolated appropriately, can comfortably authorize this Dispatch to occur.

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Question & Answer

Why Would CLECs be billed for Optional Testing when it is not in their Contract?

  • The Optional Testing item can also be independently authorized by the CLEC.

  • CLECs have requirements to appropriately isolate the trouble before reporting the trouble to Qwest. A complete and accurate trouble ticket includes enough information from that trouble isolation process to identify that the trouble is in the Qwest network.

  • In the event that the CLEC chooses not to properly isolate the trouble, they can authorize Qwest to perform that function at their request.

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Question & Answer

Why Would CLECs be billed for Optional Testing when it is not in their Contract?

  • CLECs authorize this function by entering the appropriate information on their trouble ticket, or by verbally authorizing Qwest to conduct this testing on their behalf.

  • Upon completion of that testing, the CLEC will then be allowed to determine whether to further pursue resolution through Qwest (because the test shows that the trouble is on the Qwest side of the network) or to close the ticket and resolve the trouble themselves (because the test shows that the trouble is on the CLEC side of the network).

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Feedback

Seeking Feedback on this Session

  • What was helpful?

  • How could this presentation been more productive?

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Summary

  • Provided Definition of Scenarios outlined

  • Pricing triggers for each scenario outlined

  • Discussed what customers can do to minimize charges

  • Discussed how customers can populate CEMR to minimize charges

  • Discussed the billing display

  • Discussed miscellaneous questions and process

  • Feedback on this Session

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Q w e s t W h o l e s a l e M a r k e t s

Q w e s t W h o l e s a l e M a r k e t s

RCMAC

Recent Change Memory Administration Centers

The Qwest CLEC Forum

May 13-14, 2002

The information provided on every slide in the following presentation is for training purposes only. The information provided does not create or modify any legal obligations, promises or expectations between Qwest and CLEC customer. The parties’ relationship is governed by existing legal obligations and contracts.


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WASHINGTON

Seattle

NORTH DAKOTA

MINNESOTA

MONTANA

Ex: DMS10 & AXE handled by Des Moines

OREGON

IDAHO

Portland

SOUTH DAKOTA

Boise

WYOMING

IOWA

NEBRASKA

Des Moines

Ex: DMS10 & AXE handled by Des Moines

UTAH

COLORADO

NPA 303, 720 & 970 - Boise

719 Handled by Seattle

Ex: DMS10 handled by Seattle

AXE handled by Boise

Ex: DMS10 handled by Seattle

ARIZONA

NEW MEXICO

Phoenix

Qwest RCMAC Centers

Centers

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4000000

3500000

3000000

2500000

2000000

Total Accepts

1500000

Auto Accepts

1000000

500000

0

Oct-

Nov-

Dec-

Jan-

Feb-

Mar-

01

01

01

02

02

02

Average Monthly Flow Through: 90%

RCMAC Volumes

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Provisioning & Repairfor Line-Side Services

Include but not limited to:

  • POTS

  • Centrex

  • DID Number Ranges

  • Basic Rate ISDN

  • DSL

  • Multi Line Hunt Groups

  • Unbundled Network Elements

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Service Order Activity

  • Inward Activity

  • Changes and Rearrangements

  • Outward Activity

    • Including Port Out Disconnects

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Provisioning & Repair

  • Service Order Support

  • Resolve order fallout from flow through systems

    • Manually program orders when required

    • Provide cutover assistance

  • Repair

  • Correct line-side translations problems

  • Notify customers

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Complex Translations

Process Provisioning & Repair

The Qwest CLEC Forum

May 13-14, 2002

The information provided on every slide in the following presentation is for training purposes only. The information provided does not create or modify any legal obligations, promises or expectations between Qwest and CLEC customer. The parties’ relationship is governed by existing legal obligations and contracts.


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Agenda

  • Qwest Network

  • Organization Structure

  • Process

    • Complex Provisioning

    • Complex Repair

    • Acronyms

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WASHINGTON

Host/Remote

114/19

MONTANA

NORTH DAKOTA

Host/Remote

10/24

Host/Remote

21/57

MINNESOTA

OREGON

IDAHO

Host/Remote

84/116

Host/Remote

78/8

SOUTH DAKOTA

Host/Remote

39/47

Host/Remote

8/40

Littleton Center

SLC Satellite Center

WYOMING

Host/Remote

16/15

IOWA

Host/Remote

50/94

NEBRASKA

  • Host Switches 365

  • Remote Switches 349

  • Total # of Switches 714

Host/Remote

16/31

UTAH

COLORADO

Host/Remote

42/29

Host/Remote

113/96

Plymouth Center

Seattle Satellite

  • Host Switches 360

  • Remote Switches 332

  • Total # of Switches 692

ARIZONA

NEW MEXICO

Host/Remote

93/62

Host/Remote

41/43

Qwest Network

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  • Structure of the Complex Center

    • Littleton Complex Center

      • Maintains Switches for the States of Colorado, Wyoming, Montana & Idaho

    • Salt Lake Complex Center

      • Maintains Switches for the States of Utah, New Mexico & Arizona

Complex Translations Structure

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  • Plymouth Complex Center

    • Maintains Switches for the States of Minnesota, North Dakota, South Dakota, Iowa & Nebraska

  • Seattle Complex Center

    • Maintains Switches for the States of Washington & Oregon

Complex Translations Structure

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Responsibilities

  • Complex Translations Technicians Responsibilities

    • Central Office Software Translations

      • Routing of Traffic

      • Enable Billing

      • Switch Conversions

      • Implementation of Switch Base Products & Services

      • NPA Splits

      • Expended Area Services (EAS)

      • Preparing each switch for LNP & Number Pooling

      • PUC & FCC Rulings

      • Repair

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Responsibilities

  • Switch Technologies

    • DMS100/200

    • 5E

    • DMS10

    • AXE

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What Makes Complex Complex?

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Determine the Routing of NPA NXX

INPUTS:

ECAN (Independents)

Supplemental Form

Local Exchange Routing Guide

- Daily Pending Changes (DAP)

- Switch Pending Changes (SAP)

Access Service Requests (ASR)

Planning Memo (Code Administration)

Conversions (Project Trunk List)

Part 2 Forms (Switch Planners)

Infrastructure Changes

Tariffs

EAS Expansions

Code Migrations/Shares

Customer “Cuts”

NPA Splits

NPA Overlays

Number Pooling

LNP Indicator

New Products (ongoing)

- SPOP

- Single LRN

- ISP LIS Waiver

IN’s/EN’s

(Industry/Emergency Notices)

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Customer Network Provisioning % Met On Time 2001/2002

Performance Measures12.5% Improvement

2001 Volume

Customer Network Provisioning DVA Orders

1Q3,975

2Q4,943

3Q4,722

4Q4,392

2001 YTD18,032

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Customer Traffic Repair % Met On Time 2001/2002

Performance Measures7.4% Improvement

2001 Volume

Customer Traffic Repair

1Q3,110

2Q2,865

3Q2,581

4Q2,325

2001 YTD10,881


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Test Assist & Customer Repair % Met <24 Hours 2001/2002

Performance Measures

Volume 2001

Test Assist & Customer

Repair Tickets

1Q14,741

2Q13,005

3Q11,719

4Q12,028

YTD51,493


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Test Assist & Customer Repair % Met on Time 2001/2002

Performance Measures

Volume 2001

Test Assist & Customer

Repair Tickets

1Q14,741

2Q13,005

3Q11,719

4Q12,028

YTD51,493


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NROC Complex Translations and Routing

  • Provisioning Orders include:

  • Code openings

  • Centrex, DIDs, CLEC Service requests

  • Switch Conversion activity

  • NPA splits/overlays

  • New Products and Services

Trends indicate an overall increase in total volume with service improvements in commitments met

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NROC Complex Translations and Routing

  • Design Services Target is 90 minutes 90% of the time

  • Internal Requests to Test Assist and Repair

  • Target is customer due date and less than 24 hours

Current trends indicate improvements in Customer Repair Commitments and Decrease in repair volume

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Acronyms

AIN OPS Center ………...………. Advanced Intelligent Network Operations Center

AMA ………………………………. Automatic Message Accounting

AMSC …………………………….. Account Maintenance Support Center

BCSC ……………………………… Business Customer Service Center

BGS/SBS/RES ………………...…Business Government Services / Small Business Services/Residential

CAC …………………………..….. Circuit Administration Center

Carrier Services

Central Office

Coin Repair

Complex T.S. ……………………. Complex Translations Technical Support

Corp PMOC ……………………….. Corporate Project Management Operations Center

Corporate Staff

Design Services

DA ………………………………….. Directory Assistance

E911 ……………………………….. Enhanced 911

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Acronyms

  • ISD………………………………….. Infrastructure Strategies Development

  • IT ..………………………………….. Information Technologies

  • LARG ……………………………...Line Assignment Record Group

  • LNO ……………………………… Local Network Operations

  • LNP OPS Center ……………….Local Number Portability Operations Center

  • LRM ……………………………...Load Resource Management

  • Marketing SDC ………………...Marketing Service Delivery Center

  • NARG …………………………...Number Assignment Record Group

  • NMC …………………………….Network Management Center

  • NROC …………………………….Network Reliability Operations Center

  • NROC CO Staff ………………...Network Reliability Operations Center & Central Office Staff

  • OSPS/TOPS ……………………..Operator Services Position System /Traffic Operator Position

  • PMOC …………………………….Program / Project Management Operations Center

Q w e s t W h o l e s a l e M a r k e t s


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