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October 2002. A G E N D A. 9:00a – 9:15a Introductions - Review of Agenda Marc Clark 9:15a – 10:15a CSR Ordering Process Dennis Herkelrath 10:15a – 11:00a Hotcut/LNP Process Bill McDermott Lupe Weber 11:00a – 11:15a 15 Minute Break

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a g e n d a
AGENDA
  • 9:00a – 9:15a Introductions - Review of Agenda Marc Clark
  • 9:15a – 10:15a CSR Ordering Process Dennis Herkelrath
  • 10:15a – 11:00a Hotcut/LNP Process Bill McDermott

Lupe Weber

  • 11:00a – 11:15a 15 Minute Break
  • 11:15a – 12:15p WPTS Gene Gandy
  • 12:15p – 12:30a DSL Provisioning Heidi Greenhow
  • 12:30p – 1:00p Specials Provisioning Deanna Zwyers
  • 1:00p – 1:30p Questions Regarding Presented Marc Clark

Materials and Wrap Up and presenters

wholesale services
Wholesale Services
  • The goal of this meeting is:

Meet Operations Personnel from across the industry in an

effort to:

      • Improve communications
      • Develop better business relationships

1

wholesale services1
Wholesale Services
  • Discussion for this meeting will be limited to agenda items
  • Time will be allocated for all questions

2

wholesale services2
Wholesale Services
  • This meeting is not:

A forum to discuss:

      • Metrics
      • Regulatory matters

A venue to allow clients to address individual complaints or challenges other than items that are high level (i.e.,industry wide) in nature

3

nmc csr ordering process

NMC CSR ORDERING PROCESS

Dennis Herkelrath

customer service inquiry
Customer Service Inquiry
  • ATN - Account Telephone Number
  • WTN - Working Telephone Number
  • LTN - Listing Telephone Number - *native
  • SBN - Special Billing Number
        • Listed telephone number - non-native
        • Fictitious numbers
  • Guide provides error messages

*(verizon npa/nxx)

5

csr ordering process

WEB

LSRs

EDI

CSR Ordering Process

Wholesale Internet

Service Engine

(WISE)

Secure Integrated

Gateway System

(SIGS)

NOCV

Confirmations, Completions, Rejects, Jeopardies

*Notifiers

Gateway

Systems

Flow Through

Processing

Edits

CLEC User

*Notifiers

LSRs

Service

Order

Processor

CLEC OSS

Service Order Generators

LSOG 4, 5 & 6

Manual Entry by NMC

  • *Notifiers include:
  • Confirmations
  • Completions (SAR)
  • Rejects (System Error Messages)
  • Queries (Associate Error Messages)
  • Jeopardies

NMC

(National Market Center)

6

csr ordering process1
CSR Ordering Process

Was

Issue

Resolved

?

N

Pre-Order, Ordering

&

Provisioning Issues

Contact NMC

1-800-483-0646

Internal Transfer

to

Escalation Team

Close Escalation

With Customer

Y

CLEC User

Close Contact

  • Business Rules System
  • Rejects -CIRT 1-800-483-1642
  • System Connectivity
  • vcm-team@list.tel.gte.com
  • Missing Notifiers
  • WCCC 1-800-483-7766
  • Manual Rejects
  • Ordering Error
  • Jeopardies
  • Expedites
  • Change Due Dates
  • Missed Due Date
  • Issues not resolved
  • though normal channels
  • should be referred to
  • CLEC Specialist
  • Assign ETS #
  • Establish call back time
  • Supervisor
  • Manager – Daren Shaffer
  • & Dick Richardson
  • Director – Dave Stewart
  • VP – John Griffin

7

hotcut lnp process
Hotcut/LNP Process

CLEC Switch

IOF

Central Office

ILEC Switch

CLEC Colo Cage

ILEC Main Distribution Frame

UNE Loop

End-User

9

hotcut lnp process1
Hotcut/LNP Process

CLEC Switch

IOF

Central Office

ILEC Switch

CLEC Colo Cage

ILEC Main Distribution Frame

UNE Loop

End-User

10

hotcut lnp process2

Application Date Plus

Due Date Minus

Due Date

DD +1

End user wants new service

Application Date

  • Frame wires to CLEC ports
  • If dispatchable order, technician dispatched to tag and locate the loops
  • RCCC verifies good order
  • End User contacts CLEC looking for new service
  • CLEC sends LSR
  • VZ either queries or accepts and issues LSRC
  • Order flows to VZ Facility Assignment, RCCC, dispatch, frame
  • VZ verifies ready for dispatch if needed
  • RCCC provides DMARC for all dispatchable orders & cable/pair for all non-dispatchable orders via email
  • CLEC refers post DD troubles to RCMC
Hotcut/LNP Process

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new loop process
New Loop Process

If you have provided email contacts, you will receive an email on DD+1 for all new analog loops and Customer Specified Signaling new loops

  • The RCCC currently uses WPTS to gather the necessary information from our systems. This provides a uniform spreadsheet with all information. Eventually, CLEC’s will have view only capability to WPTS and will be able to access the information without waiting for an email.
  • The information provided includes:
  • Order number
  • Circuit ID
  • Due Date
  • CLEC
  • PON
  • Status
  • DMARC information for dispatchable orders OR cable/pair/terminal address/binding post for non-dispatchable (cut through) orders

12

new loop process1
New Loop Process

Examples of DMARC information:

REAR CORNER NID REAR TRLR LP1

BSMNT NID 1 POS 1

BACK OF HOUSE LOOP GOOD TO NID1 POS 2&4

For non-dispatchable orders, also called cut through:

CT- CA 8930M/PR 939/BP 7/TEA PED730-DD F287 CONGRESS RD

CT- CA 210/PR 751/BP 129/TEA 170-A 201 GRANBY ST FLR 2

The DMARC report will also advise you of no accessed orders and those orders where no facilities are available.

13

what is iso international organization for standardization
What is ISO ?International Organization for Standardization

ISO is:

  • A worldwide federation of national standards bodies, each interested in a subject for which a technical committee has been established
  • Collaborates closely with the International Electrotechnical Commission
  • Voluntary process
  • Verification that we “do what we say, say what we do”
  • Objective- to achieve, maintain , and continuously improve quality

15

wholesale services iso journey
Wholesale Services’ ISO Journey

Our journey started in December of 2000 with Hotcuts and now includes:

Hot Cut ProcessAnalog New LinesLarge Job Hotcuts877- HOT-CUTSRCMC Richmond Maintenance ProcessRCMC East Brunswick, NJ Maintenance Process RCMC Bridgewater, NJ Maintenance Process Shared Services Provisioning

Specials- DS1 and above Provisioning Winback Coordination Center

XDSL New LinesLOOP Qualification

16

hotcut lnp process3

Arizona

  • California
  • Florida
  • Hawaii
  • Idaho
  • Illinois
  • Indiana
  • Michigan
  • North Carolina
  • Nevada
  • Ohio
  • Oregon
  • Pennsylvania
  • South Carolina
  • Texas
  • Virginia
  • Washington
  • Wisconsin
Hotcut/LNP Process

Verizon West currently operates in the following states:

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hotcut lnp process definitions
Hotcut/LNP Process - Definitions

Definitions:

Coordinated Conversion (CC):

  • RCCC contacts CLEC prior to conversion and at end of conversion for test and concurrence. Additional interim calls may be arranged as required by size and duration of conversion.

Coordinated Hot Cut (CHC):

  • RCCC contacts CLEC prior to conversion and all involved parties remain on line throughout conversion.
  • Conversion is completed and verified line by line.

19

verizon west order process coordinated conversion coordinated hot cut
Verizon – West Order ProcessCoordinated Conversion/Coordinated Hot Cut

20

wholesale services iso journey1
Wholesale Services ISO Journey
  • ISO Certification in the West is scheduled for 4th quarter 2002 for the Hotcut and Coordinated Conversion processes

22

what is wpts
What is WPTS?

Wholesale Provisioning Tracking System

The Wholesale Provisioning Tracking System, (WPTS) is a web based organizational and notification tool. The system was created to assist the CLEC community, Frame and the Regional CLEC Coordination Center Personnel (RCCC) in the administrative functions associated with Coordinated Conversions.

The system is designed to assist the CLEC, Frame and the RCCC to easily organize Coordinated Conversion Orders.

25

what is wpts1
What is WPTS?

Wholesale Provisioning Tracking System

WPTS is designed to improve processes and efficiencies for the CLEC, Frame and RCCC by eliminating manual work and unnecessary phone calls. These improvements are available only when all users make use of all WPTS features. Since the system identifies facility mismatches,

IDLC (Integrated Digital Loop Carrier), and mechanizes the Go Ahead, Cut OK, and Cut Failed, it is vital that CLECs take full advantage of WPTS capabilities.

26

wpts web description
WPTS Web Description

The WPTS Coordinated Conversion Web System contains:

  • A database of all Coordinated Conversion orders;
  • A display of orders that involve integrated facilities;
  • A workflow system that coordinates work between the RCCC, Central Office Frame, and CLEC;
  • A reporting system for displaying statistics about Conversion orders;
  • A messaging system for direct communication between a CLEC and the RCCC.

The WPTS Coordinated Conversion Web System performs the following

functions:

  • Automatically retrieves orders from the Verizon Systems
  • Automatically forwards the work to the CLEC and the RCCC.
  • With human interaction, sends order verify notification to the RCCC.
  • With human interaction, tracks the progress of the CLEC go ahead, Central Office Frame Conversion Cut Completion, and CLEC Confirm notification.

27

wpts coordinated conversion web site
WPTS Coordinated Conversion Web Site
  • TheSystem uses terminal emulation to pull a list of Coordinated Conversion Orders from Verizon systems. The program pulls a list of the orders that have the due date of plus 13 and minus 1 business day of the current day.
  • The WPTS RCCC Coordinated Conversion Web Base System is:
  • A web site for displaying information/status of Coordinated Conversion orders;
  • A browser based workflow system that coordinates work between the RCCC, Frame, and CLEC;
  • A messaging system for direct interactive communication between the RCCC, CLEC and Frame.

28

wpts coordinated conversion process enhancements
Existing Process

RCCC Technician calls CLEC at the due date at the appointed time of the cut to commence Coordinated Conversion activity. At this time CLEC facilities are verified.

Enhanced Process

WPTS gives the CLEC the ability to verify the accuracy of orders immediately, such as DD,FDT, number of lines, and CLEC cable/pair.

WPTS gives the CLEC the ability to view IDLC Orders by state by Clicking on the IDLC ICON.

WPTS displays type of VZ facilities on the Facility-list.

WPTS Coordinated Conversion Process Enhancements

29

wpts coordinated conversion process enhancements1
Existing Process

CLEC Manually combine orders by CLLI, DD/FDT,PON’s etc.

RCCC calls the CLEC to get Go Ahead or No Go at the FDT.

RCCC calls the CLEC if the Conversion Fails.

Enhanced Process

WPTS gives the CLEC the ability to sort by CLLI, DD/FDT, PON’s etc.

WPTS gives the CLEC the ability to give the RCCC the Go Ahead by clicking on the Go Ahead Hyperlink or No Go by Clicking on the No Go Hyperlink prior to the FDT.

WPTS will notify the CLEC if the Conversion Fails.

WPTS Coordinated Conversion Process Enhancements

30

wpts coordinated conversion process enhancements2
Existing Process

RCCC calls the CLEC when the Coordinated Conversion has been successfully completed.

RCCC Technician is waiting for facilities to be assigned.

NMC, RCCC, CLEC and the Central Office Frame coordinate and review individual orders for Large Jobs.

Enhanced Process

WPTS will notify the CLEC when the Coordinated Conversion has been successfully completed and allows the CLEC to Confirm the Conversion.

WPTS will give the CLEC the ability to view orders that are pending assignment by clicking on the Pending List.

Large Jobs - WPTS groups large Jobs for project management by the RCCC, Frame and CLEC.

WPTS Coordinated Conversion Process Enhancements

31

wpts coordinated conversion process enhancements3
WPTS Coordinated Conversion Process Enhancements
  • http://www22.verizon.com/wholesale
  • Click on Local Service Provider
  • Click on Tools and Applications
  • Click on Wholesale Provisioning Tracking System (WPTS)

32

dsl provisioning

DSL Provisioning

Heidi Greenhow

line sharing line splitting
Line Sharing / Line Splitting

Process flow for Line Sharing / Line Splitting orders 

  • CLEC sends LSR and request Line Sharing/Splitting service.
  • NMC writes order and releases.
  • Order flows to the AT (VFAC) queue for loop qual.
  • VFAC routes order for automated process.
  • EI (JLC Manager) processes order and sends jumper list to CO.
  • If successful the order is routed to completion queue.
  • If order fails in EI queue it is routed to EO for manual processing.
  • RCCC/APC FAC will manually process order sending jumper list to CO and move order to completion queue.

34