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Customer Not Ready (CNR) Policy/Process Training Overview July 27, 2009 PowerPoint Presentation
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Customer Not Ready (CNR) Policy/Process Training Overview July 27, 2009

Customer Not Ready (CNR) Policy/Process Training Overview July 27, 2009

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Customer Not Ready (CNR) Policy/Process Training Overview July 27, 2009

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  1. Customer Not Ready (CNR) Policy/ProcessTraining OverviewJuly 27, 2009

  2. CNR Policy/Process • A Customer Not Ready (CNR) jeopardy will be defined as an ordering scenario where our work centers have validated that: • The transport is installed and successfully LEC tested • AT&T Managed CPE is on site (i.e. Router etc.) • The workflow has successfully reached AT&T Ready Note: If the system prevents the workflow from reaching ATT Ready, follow manual procedures to move the workflow forward to an ATT Ready state. and either during the Schedule TTU and/or the Initiate/Conduct TTU call, the customer advises that: • They are unable/unwilling to accept ANY of the service and “will not” provide a date when ANY of the service can be accepted. • They are unable/unwilling to accept ANY of the service and “request a date that exceeds 30 days” of the agreed upon Firm Quote Date (FDD/ACDD1). • They initially agree to accept ANY of the service “within 30 days” of the agreed upon Firm Quote Date (FDD/ACDD1) “BUT then are unable/unwilling to accept ANY the service upon that newly agreed upon date”.

  3. CNR Scope/EFMS Code Changes • Scope: • 1- New BVOIP with New MIS/PNT (MIS includes both Single Line & MLPPP) • IP Flex and VDNA will follow new CNR process • All other BVOIP services (including AVOICS) will have M&P’s written to address CNR as they move into GA • 2 - New BVOIP on Existing MIS/PNT (MIS includes both Single Line & MLPPP) • IP Flex and VDNA will follow new CNR process • All other BVOIP services (including AVOICS) will have M&P’s written to address CNR as they move into GA • 3 – Standalone MIS will NOT be currently included EFMS Code Changes: 1 - Update existing common CNR jeopardy code(s) logic to trigger billing at ACCD+1 in the EFMS MIS (including Single line and MLPPP) workflow versus back-billing to the AT&T Ready date when a BVOIP sibling order is present. 2 - Update the Trigger BVOIP Billing task (that will continue to be generated in the BVOIP workflow when a CNR jeopardy code is used) from using the task completion date as the billing effective date to using ACDD+1 as the billing effective date. Note: EFMS will add a system Hold task to ensure notification is not sent to the biller prior to ACDD+1 in a CNR scenario.

  4. CNR Jeopardy Code/Definitions • Definitions: • The MC1008XXX series code will be for those scenarios where the customer is providing a date as to when they want to TTU the services • - At Schedule TTU, the customer is unable/unwilling to accept ALL the services and requests a new due date exceeding 30 days of the originally agreed upon FQD. • - At Initiate/Conduct TTU, the customer is unable/unwilling to accept ALL the services on the previously “1 Time” supped New <30 due date and now requests an alternate new due. • - At Initiate/Conduct TTU, the customer is unable/unwilling to accept ALL the services and requests a new due date exceeding 30 days of the originally agreed upon FQD. • The MC1007XXX series code will be for those scenarios where the customer is unable or unwilling to provide a date as to when they want to TTU the services • - At Schedule TTU, the customer is unable/unwilling to accept ALL the services on the originally negotiated FQD and cannot provide a new date when the service can be TTU. • - At Initiate/Conduct TTU, the customer is unable/unwilling to accept ALL the services on the previously “1 Time” supped New <30 due date and now cannot provide a new date. (Customer “No Shows” during the TTU will follow the same guidelines). • - At Initiate/Conduct TTU, the customer is unable/unwilling to accept ALL the services on the originally negotiated FQD and cannot provide a new date when the service can be TTU. (Customer “No Shows” during the TTU will follow the same guidelines).

  5. CNR Process/High Level • The customer is unable/unwilling to provide a date when ANY service can be accepted (at either the Schedule or Initiate/Conduct TTU EFMS workflow tasks). • The order will be supped to remove the Ported TN’s and an ATT TN will be added if one does not already exist on the order. • A CNR jeopardy code will be applied to trigger billing to commence at Firm Quote Date (FDD/ACDD1) • The order will become locked out to changes • At TTU readiness, MIS and Basic BVOIP service will be turned up and a separate MACD order will need to be created thus resulting in 2 separate TTU’s. The customer says they are unable/unwilling to accept ANY of the service on the Firm Quote Date (FDD/ACDD1) and requests a date that exceeds 30 days of the Firm Quote Date (FDD/ACDD1) (at either the Schedule or Initiate/Conduct TTU EFMS workflow tasks). • The order will be supped to remove the Ported TN’s and an ATT TN will be added if one does not already exist on the order. • A CNR jeopardy code will be applied to trigger billing to commence at Firm Quote Date (FDD/ACDD1) • The order will become locked out to changes • At TTU readiness, MIS and Basic BVOIP service will be turned up and a separate MACD order will need to be created thus resulting in 2 separate TTU’s. • The customer says they are unable/unwilling to accept ANY of the service on the Firm Quote Date (FDD/ACDD1) but “can” accept all service within 30 days of the Firm Quote Date (FDD/ACDD1) (at either the Schedule or Initiate/Conduct TTU EFMS workflow tasks). • The ACCD1 date will be supped out ONLY (1) time with a <30 day interval from the original ACDD1 date • The Ported TN’s will NOT be removed • If the order is TTU on the (1) time ACDD2 supped date • OM/SME performs the physical turn ups • OM/SME completes the orders • Both MIS and BVOIP Billing (including ported TNs) commences effective date =ACDD2   • If the order is NOT TTU on the (1) time ACDD2 supped date or the customer is a No Show • The order will be supped to remove the Ported TN’s and an ATT TN will be added if one does not already exist on the order. • A CNR jeopardy code will be applied to trigger billing to commence back at Firm Quote Date (FDD/ACDD1) • The order will become locked out to changes • At TTU readiness, MIS and Basic BVOIP service will be turned up and a separate MACD order will need to be created thus resulting in 2 separate TTU’s.

  6. CNR Assumptions/Future Requirement • Assumptions: • 1 – Common CNR code(s) can be posted against both the MIS and BVOIP workflows (both at the Schedule TTU task AND the Initiate/Conduct TTU task) • 2 – Common CNR codes cannot be posted earlier than the MIS Schedule TTU task (i.e. an AT&T Ready state) Note: The BVOIP Schedule TTU task has the dependency on the completion of the MIS Schedule TTU task prior to it becoming ready. • 3 – Posting of the common CNR jeopardy code in the MIS workflow will utilize the existing CNR (subset) workflow within EFMS and trigger billing. • 4 – Use of the existing CNR Clear task in EFMS MIS workflow will be used to clear the CNR status and move the workflow back into the MIS Schedule TTU state. • 5 – Posting of the common CNR jeopardy code in the BVOIP workflow will continue to cause EFMS to make the Trigger BVOIP Billing task to become ready. • 6 – The Trigger BVOIP Billing task, generated from posting a common CNR jeopardy code, will set the PONR (i.e. no additional supps or changes) on the BVOIP order and be used to trigger billing for the GIOM order. • 7 – The above assumptions follow the guidelines described in the SCOPE section where we must have an MIS (either Single line or MLPPP) WITH a BVOIP sibling order. • In-Flight/Pipeline Orders: • The CNR process will be applicable for orders where: • 1 – For Newly placed orders - the USRP and GIOM orders are released “on or after” the CNR code release date of August 1, 2009. • 2 – For Existing “In Flight” orders – the GIOM order was released “on or after” May 1, 2009. (Note: For existing GIOM orders that have a release date prior to May 1, 2009, the CNR jeopardy code SHOULD NOT be entered into the workflow as not to incur back-billing. It is Mandatory that the GIOM order release date be verified prior to adding a CNR jeopardy code when using this new process. • Future needs: • A CR is under development for a future date to remove supp restrictions after a CNR jeopardy code is posted to aid in the reduction of MACD’s and possible interval delays. (This CR will require the biller to be notified of the original order snapshot when the Billing CNR jep code is posted and then again with any order changes due to supplements upon completion of the actual TTU).