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October 2002

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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October 2002

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  1. October 2002

  2. 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

  3. 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

  4. Wholesale Services • Discussion for this meeting will be limited to agenda items • Time will be allocated for all questions 2

  5. 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

  6. NMC CSR ORDERING PROCESS Dennis Herkelrath

  7. 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

  8. 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

  9. 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

  10. Hotcut/LNP Process - East Bill McDermott

  11. Hotcut/LNP Process CLEC Switch IOF Central Office ILEC Switch CLEC Colo Cage ILEC Main Distribution Frame UNE Loop End-User 9

  12. Hotcut/LNP Process CLEC Switch IOF Central Office ILEC Switch CLEC Colo Cage ILEC Main Distribution Frame UNE Loop End-User 10

  13. 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 11

  14. 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

  15. 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

  16. ISO International Organization for Standardization Bill McDermott

  17. 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

  18. 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

  19. Hotcut/LNP Process -West Lupe Weber

  20. 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: 18

  21. 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

  22. Verizon – West Order ProcessCoordinated Conversion/Coordinated Hot Cut 20

  23. ISO International Organization for Standardization Lupe Weber

  24. Wholesale Services ISO Journey • ISO Certification in the West is scheduled for 4th quarter 2002 for the Hotcut and Coordinated Conversion processes 22

  25. BREAK

  26. Wholesale Provisioning Tracking System WPTS Gene Gandy

  27. 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

  28. 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

  29. 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

  30. 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

  31. 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

  32. 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

  33. 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

  34. 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

  35. DSL Provisioning Heidi Greenhow

  36. 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

  37. Line Sharing/Line Splitting 35

  38. Specials Provisioning Deanna Zwyers

  39. UNE EEL ProcessAccess Provisioning Process 37

  40. UNE Loop ProcessDS1/DS3 Loop Provisioning Process 38

  41. Questions for Presenters

  42. October 2002

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