March 2003 OSS Interface Change Management Meeting

Transcription

1 51 Wholesale Customer 2/08/00 - Bell Atlantic told the CLECs the Help Desk Hours of Operation. Care Center/ formerly - BA to have the handbook updated with the correct hours of the Help Desk. These hours are EST. Bell Atlantic Help Desk - BA explained that out of hours, you can actually page somebody, and they will get back to you. CLECs took an action item to check with their organizations and see it the response is satisfactory when the BA Help Desk gets paged. - CLECs asked to have a workshop to review the Help Desk Processes, and to make sure that it is working for everyone. - BA to send out a note with logistics for a meeting and solicit agenda topics in writing from the industry. - CLECs asked for BA to clarify the 6 help desks. - MCI wants to see a Help Desk recovery plan. 3/7/00 - BA recommends closing. BA held a Help Desk meeting on 3/7/00. BA will continue to hold workshops on a monthly basis. Next Help Desk meeting is scheduled for 3/21/00. 3/14/00 - CLECs request this item remain open. - BA believes 3/21 meeting may be postponed. 4/11/00 - Help Desk meeting is scheduled for 4/14/00 - Meeting materials will be sent to CLEC s prior to meeting 5/9/00 - Status from Help Desk workshop to be addressed before next meeting - One of the most sought after issues was the number of past date due PON type tickets, backlog and clean-up resolution. A process is now in place. - If a CLEC has a question about a pending ticket, they should call the Help Desk. Once it is identified, it will be given to a particular person decreasing the turnaround time - A new workshop will be scheduled 6/13/00 - CLECs wanted to know when the next Help Desk meeting will be held. - BA to schedule another workshop 7/11/00 - BA advised CLECs of the upcoming workshop and conference calls scheduled - Future workshops are planned for: - July 18, 2000 (on site) - July 21, 2000 August 7, August 14, 2000 August 21, Mettel asked when will the Help Desk have only one number as promised 08/08/00 - This topic being discussed at weekly help desk calls, see schedule above. 09/12/00 - CLECs have concerns regarding some type of service level agreement with the help desk. They would like to start up talks to get some type of agreement in place. Another request was to have the architecture that is used for order and pre-order documented so that when the CLEC discusses a problem with the help desk, there is a clear understanding of where the problem may be and what is being done to fix it. Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 1

2 10/10/00 - Bernie Bolinski presented an update regarding the help desk. - The speed at which the calls are answered is running at approximately 80 to 85% answered within 20 seconds. Overall, status back to the customer is happening within 2 or 3 days. - Verizon advised that a customer advocate group will be started soon. This group will focus on tracking pending reports and responding to escalations. This group will also work with customers and internal groups to facilitate timely ticket resolution. - Bernie is also getting an analysis group underway. Their responsibility will be to identify process improvements and track historical trends. - Tivoli is a reporting system that is being rolled out to internal work groups so that everyone is on the same ticketing system, which will lead to easier tracking of tickets. - CLECs requested that there be bi-weekly calls with Bernie and Help Desk personnel to discuss overall process issues. Bernie agreed, and the first call was set up for 10/26. 11/14/00 - CLECs would like documentation on the Help Desk process they are confused as to where they should call for what items. - Documentation should say what the Help Desk turn-around times are. RCN asked for a Help Desk process flow to help discern where to go with GUI issues. - CLECs would like weekly meetings with the Help Desk as originally planned at the last Change Control meeting. A date was set, however the meeting did not take place. BA advised that when a firm meeting is planned, the CLEC community would be notified. BA to speak with Help Desk personnel for further status 12/12/00 - CLEC want an overview of the new processes and changes occurring at the HelpDesk. Verizon will look into scheduling a date in January. CLECs would also like to discuss mechanized tracking of trouble tickets - CLECs would like clear definition on turnaround time of trouble tickets from the Help Desk - CLECs were unhappy about the systems being down and not reported to the industry. Concern was also raised over the pager notification process of when the system goes down and when it is brought back up - CLECs would like possible causes of outages included in the down or slow response message sent to the industry - CLECs would like the contact list updated on the Web. HelpDesk (T. Thirsk) will work to get the list current 1/9/01 - CLECs were given details on the involvement of Managers in the process of tracking trouble tickets. The process is expected to be in place within 2 months - BA advised that a smaller group would be handling calls and turning trouble tickets over to the Managers - CLECs wanted to know when an overview of the new process would be discussed. Discussions will take place as soon as it is finalized. - CLECs asked if they could have a profile for their company readily available when reporting troubles which would streamline the entire process. BA will take a look into those address identifiers, but did advise the process may need to remain internal needs Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 2

3 2/13/01 - CLEC questioned VZ about of issue regarding billing trouble ticket policy. VZ will check into this issue further. - CLEC (Dressler) informed VZ that when dealing with a GUI (system) issue, the WCCC will not create a trouble ticket until it is first reported to the GUI HelpDesk. - Another issue with the HelpDesk is a trouble ticket will not be opened unless there is a sign-on ID. CLECs do not feel they should have an ID for each individual representative. VZ to explore both of the above issues 3/13/01 - CLECs advised of the problems they are experiencing getting CSRs over the past two to three weeks. After speaking with an Acct Mgr, it was determined that VZ is aware of the situation and it has been escalated. - CLECs would like status on when the problem would be fixed. They are getting an error message that says the query cannot be responded to at this time. Trouble tickets have been submitted to the WCCC - CLECs are also concerned about how quickly the HelpDesk responds to trouble ticket - VZ to work with HelpDesk team on response turnaround time on trouble tickets - CLECs would like representation from the HelpDesk at next ICC meeting - Another CLEC concern is turnaround timeframes for EDI issues. It appears that it is taking a long time to resolve - VZ to explore 4/10/01 - VZ (Pat) will be covering this topic going forward. Her role as a manager is handling escalations, billing and various off-line functions. She is actively involved in the call center - CLECs (Worldcom) uneasy about the escalation process regarding billing issues. The concern is the appearance of an internal timeframe at VZ that is not relative to the Website. VZ (Pat) advised that she is actively working on getting the turnaround time on billing issues reduced. CLECs are finding that some billing issues take up to 45 days to resolve. CLECs would like to know what VZs personnel is trained to inform CLECs regarding billing issues. VZ (Pat) will explore further. - CLECs voiced concern about issues they are experiencing when reporting problems to VZ and are connecting to the VZ firewall. VZ is therefore not sending out proper or accurate notification. VZ will take this issue back as an action item. - CLECs questioned system outages and would like to know what is the process whereby an issue is reported to VZ and when does it physically begin as a problem for the CLECs. CLECs are actually experiencing a longer delay than what is reported. VZ (Dave/WCCC) advised that those discrepancies should be called into a 1st Level Manager (Specialist) to address. 5/8/01 - VZ probed CLECs for HelpDesk concerns. One issue related to agents opening trouble tickets and transmitting a change order. Attempts were made to leave a message with the HelpDesk, however a response was never received. VZ to do further exploration - CLECs question HelpDesk contact information on the Website. VZ advised and provided the correct Web address that should be accessed for Verizon East HelpDesk contact data Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 3

4 6/12/01 - CLECs questioned trouble tickets regarding submitting orders via EDI - LSOG4 with AHN. VZ will research for more details to bring about resolution - CLECs concerned about the amount of time it takes to resolve trouble tickets before escalation proceedings are warranted. Also raised was the back and forth motion between the Tisoc, HelpDesk and Account Managers. VZ to explore - CLECs would like an overview of the HelpDesk process. VZ to comply - Other CLEC concerns include the TISOC not being able to see an order before it gets rejected automatically in the GUI, the GUI HelpDesk and the HelpDesks reluctance to give information without having the CLECs ID, and the CLECs would like VZs reps to have the ability to print an order and fax it to them for quicker resolution 7/10/01 - VZ reported that there are several questions still outstanding from the WCCC presentation on 6/27 and we are working diligently on getting responses to those questions - CLEC, Connective is concerned about a problem they are having with their audit which shows they are still be billed by VZ when a customer has been disconnected. VZ advised those CLECs experiencing this problem should open a trouble ticket for further investigation. - Some CLECs have opened a trouble ticket regarding JEP codes they receive and have no way to differentiate a good confirmation vs a confirmation that has a jeopardy. VZ to explore 8/14/01 - VZ, (WCCC) will be working with individual CLECs on an ongoing basis for system cleanups. The WCCC will send CLECs a template and they will be required to fill out and send back to VZ. VZ will then work internally to either send a notifier back to the CLEC or will take the appropriate action to move or fix the PCN/BCN. If its found on VZs end, we will then notify the CLEC via daily updates. - VZ advised that the WCCC will automatically open a trouble ticket and will send the CLEC a template. Once the template is received, going forward; we will send a template out automatically just in case there is a CLEC calling in for the first time and does not have one. If any CLEC already have a template, they do not have to wait to receive one. The CLEC can pre-populate the template and fill in the ticket number once given. - CLECs request the template be sent to all CLECs via BA Change Control 09/20/01 - CLECs concerned about long delays in getting trouble tickets responded to. They wanted to know the time intervals associated with trouble tickets reported to VZ. VZ stated that documentation states once a ticket is reported, VZ will respond within 1 business day to let the CLEC know who the ticket has been assigned to and their telephone number. As status is obtained, VZ would contact the CLEC who actually reported the ticket. CLECs have a different view of the current process and believe that it is currently not working - VZ did advise that we are looking into ways to shorten this turnaround time. A time log of trouble tickets is now in place and VZ will continue to look at ways of improvement Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 4

5 10/09/01 - CLEC (Cox) reported that they tried to get through to the WCCC to report trouble tickets and received a recording that the mailbox was full. CLECs wanted to know what should they do if that occurs again. VZ responded to either call P. Pungitore (VZ) directly or contact their Account Managers. VZ will make a note of the date and time this occurred and will review - CLECs report problems with opening trouble tickets and questioned trouble ticket turnaround response time. VZ advised that the agreement states that once a ticket is opened, VZ will respond within one business day to advise who it was assigned to and their telephone number 11/13/01 - VZ provided feedback to the CLECs regarding the issue of being able to reach the WCCCs voic . That concern was relayed to the center's manager, investigated and no issues were found. VZ would need the specific dates and times in order to explore further - CLECs expressed concern with some trouble tickets going through. VZ advised the CLECs to either call (617) or go to the VZ east website for further instructions 12/11/01 - CLECs questioned whether there was going to be a VE 10 field in the ICSD code in CSG for wholesale orders and if so, what would be the time frame. VZ (WCCC) responded stating that this question should be forwarded to the Business Rules group or to the appropriate Acct Manager. - CLEC (AT&T) requested that the IDO Pre-order specs be published in Word format along with the PDF version. VZ advised that we are publishing some of the documents in PDF and RTF. VZ to do further exploration 01/08/02 - CLECs questioned content of data on the line loss report when a response comes back from the WCCC and who should they go to get enhancements to report to clarify what is listed on the report. CLECs would like a matrix that identifies all exceptions - VZ explained the process when a call is made to the WCCC Call Center. The CLECs would like to make a distinction between the HelpDesk, the Web GUI HelpDesk and the Call Center for trouble reports. VZ advised to contact Barry Kearns - VZ will also explore these CLECs concerns internally and will respond? 02/12/02 - VZ told the CLECs that the WCCC document on the VZ website has been updated with the proper e- mail addresses and new management changes - CLECs question where are the Business Rules questions relative to upcoming releases. CLECs wanted to know whether they should be contacting the WCCC or CIRT group - VZ advised that all pre-production questions should be sent to BA Change Control whereby they would be referred to the Business Rules team for proper responses. VZ stated if a CLEC is testing and has testing questions, they should be referred to the testing coordinator 3/12/02 - CLEC questioned if WCCC has a how-to help desk portion regarding using the CSR and the DLR function with Verizon. - VZ advised that the WCCC is not a help desk. It responds to issues concerning business rules when CLECs get errors. VZ advised that because they are a web-gui user the CIRT Help Desk can offer help. Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 5

6 4/09/02 - CLEC advised they are having trouble pulling CSRs. CLEC question if there could be a workaround to correct problem while waiting for the problem to be fixed in April. CLEC also provided trouble ticket. - VZ advised will check on trouble ticket provided and CLEC and will discuss further off line. - 5/14/02 - Per CLEC request VZ explained the difference between the WCCC and the CIRT group. - VZ advised that the WCCC handles software issues if it is inconsistent with the business rules. The CIRT group helps with the navigation and providing answers to questions pertaining to the business rules. So like if you are unsure of what to populate in what field they will assist you in that - 6/11/02 - No concerns were raised by CLECs - 7/9//02 - CLEC question the location of assignment for pre-validation, CLEC also question if the WCCC is involved in placing the metric reports on WISE, CLEC request this be discussed on the next call - VZ advised the concern regarding pre-validation was previously forwarded to the SME of VZ, VZ also advised that there has been no knowledge of WCCC being involved in posting the metric to WISE. 8/13/02 - CLEC questioned the turnaround time for response to close tickets or acknowledgement when a ticked is submitted to the WCCC. CLEC raised question because after submitting a ticket to the WCC regarding problems accessing a CSR, the CLEC later attempted to access the CSR and was successful. However, there was no notification to the CLEC advising that the ticket was closed and that the issue was resolved. - VZ advised there is no set turn-around time for ticket close-out notification. 9/10/02 - CLEC commented on problem that a lot of FOCs for unbundled loop orders are being sent back via EDI which is resulting in a lot of erroneous data coming back missing ore un-sequenced properly. CLECS also questioned if GUI users are also experiencing the same problem. - VZ advised there have been no issue reported by GUI users, however VZ have been working closely with CLECs who have reports in to resolve this issue. VZ explained that the issues with the NMC is that the reps are prematurely hitting the send/receive button, and that s an issue within that organization. This is not system related. - CLECs commented that if there is an incomplete FOC, then there should be some sort of FOC SUP message sent by Verizon to fill in the missing data, and not a second FOC. CLECS feel that if representatives in the NMC are clicking buttons too soon for FOCS then this is an edit check that should be in the system. - VZ advised will take comment back to the NMC Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 6

7 10/8/02 - CLEC AT&T advised they have been getting a lot of rejects in BAN, using the BAN batch that is provided by Verizon. CLEC questioned if the WCCC or the NMC should be helping with this problem or providing the correct BAN number? - VZ advised that the WCCC would be able to provide the trouble ticket and attempt to investigate but would not have this information. - CLEC AT&T also expressed concern that they are also receiving rejects because of the list of ALI codes being received from Verizon. - CLEC was advised that a trouble ticket should be opened for this problem. - CLEC Broadview advised that they have been experiencing problems on remote call forwarding service, whenever they attempt to snip or restore. Broadview advised that two trouble tickets were opened in April. Broadview advised that they have been told that this now requires business rules change. Initiative , with a change request of 2434, is currently outstanding for this, Broadview advised that they have gone through the change control documentation, and do not see information regarding this. CLEC stated they would like additional information on this change. - VZ advised that this change is being escalated and hopefully will be implemented in April /12/02 - ATT questioned why an initial application bulletin was distributed from the WCCC which mentioned the LSI. Approximately 2 hours later, the final application bulletin was distributed. This addressed the LSI issue, but also a CORBA issue. ATT questioned why the initial bulletin did not identify a problem with CORBA - VZ advised will investigate this issue. - Allegiance stated that they are still having trouble opening a trouble ticket on something that is an ordering issue. - VZ advised if CLECS receive a manual query, it should always go back to the NMC. VZ advised if CLECS receive a system query, and there seems to be no errors made after checking the business rules, there should be no problem opening a trouble ticket. If there is a problem opening the trouble ticket then manager, Tom Scanlon should be contacted. Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 7

8 12/10/02 - CLECS questioned if escalation process should be followed if there seems to be no progress after a trouble ticket has been opened and they are following up with a Verizon contact. - VZ advised to first contact the specialist who is the point of contact then follow the documented escalation procedure. - CLECS expressed concern that there seems to be confusion pertaining to what VZ department whether the WCCC or CIRT should help with certain types of problems. The CLECS advised that recently there was a CSR which had a sender field which was blank. The CLECS were advised that a trouble ticket should be opened to handle the problem. The CLECS were then advised that this would be referred back to the NMC to be corrected. - VZ advised that if it s a manual query this should be referred to the NMC. How to questions such as how to complete a LSR should be referred to CIRT. If it s a system query then this should be referred to the WCCC. CLECS are advised to refer to the business rules to ensure that their orders are being imputed correctly before contacting these groups. 4/11/00 - BA will be scheduling a workshop regarding this CR 10/8/02 - VZ recommends closing this topic. No CLEC objections 1/14/03 - Verizon proposes to treat topic as CMP agenda item. Verizon will status in CMP Meeting Notes. Move to CMP Archive to reduce volume of paper - CLEC expressed concerns about a published loss of functionality bulletin, regarding EDI ordering. CLECS stated that it would be helpful if, those bulletins are sent out, with a little bit more detail relative to the loss of functionality. - Verizon advised the group that created the bulletin will be contacted to determine what additional information could have been included. Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 8

9 3/11/03 CLECs requested publication of the February 7, 2003 meeting notes and inclusion in CMP Action Items for April. Meeting notes distributed March 19, Verizon will verify the NMC can actually see all lines of CSI information that a CLEC can view online. Instances were cited that suggest the NMC could not view the same content. See Open Issue The CLEC community also recommended providing the NMC with access to LSI. The interaction with the NMC could be improved if both the NMC and CLEC were looking at the same LSR. See Open Issue CLECs are again encouraged to use WPTS to identify missing port indicators or omitted TNs. This tool should be used prior to the due date to identify omissions. - Verizon will republish where to find important pre-order information on-line. There were questions about how to look at the CSI prior to transmitting the LSR. See CMP Open Issue CLECs are experiencing excessive hold times into CIRT and WCCC. - There was a suggestion to expand the WCCC escalation list available on-line. The strong preference was to reduce the hold times and to avoid escalation. See CMP Open Issue There was a suggestion to expand the CIRT escalation list available on-line. The strong preference was to reduce the hold times and to avoid escalation. See CMP Open Issue In response to a system generated error message, there was a CLEC request to improve coordination between the WCCC and NMC and NMC and CIRT. CLECs will forward examples for evaluation where the referral to another center was inappropriate. - Realign the reporting relationship of the WCCC and CIRT into the NMC. This was proposed to improve communication between three centers by making them part of the same organization. - Inaccurate CSR information was problematic. Problems with service address or features caused unnecessary corrective service orders to be written. 67 CLEC to CLEC Migration 3/14/00 - CLEC to CLEC migration is a difficult task. The CLEC s expressed great concern with the sharing of a customers CSR between them. - BA to hold a workshop in the first week of April. 4/11/00 - Several sessions are being held now on CLEC to CLEC migration within BA - Workshop scheduled for 5/16/00 5/9/00 - Workshop was held on 5/16. Workshop covered moving an end-user customer from one CLEC to another CLEC s requested Listings be discussed at the workshop - PSC attended the workshop as requested by the CLEC community - A workshop will be scheduled 6/13/00 - A CLEC to CLEC workshop was held on 6/26/00 10/8/02 - VZ recommends closing. CLEC recommends this topic remain open since NY State recently opened Phase 3 of the CLEC to CLEC migration proceedings 1/14/03 - Verizon requests closure or clarification of issue Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 9

10 3/11/03 - CLEC community requests a recap or summary of all change requests associated with CLEC to CLEC conversion listed here. The following Change Requests have either been completed or are pending that impact CLEC to Migrations. CR IT# Flow Through SUP 2 for change of date due, North and South, all services.- Completed 12/2002 CR1187/1411-IT# Allow Level 5 Flow-Through on a Platform CLEC to CLEC migration- Completed 6/2000 CR IT# Process CLEC to CLEC Migration As Is at Level 5 - Completed 2/2002 CR IT# End User Level Listings Account - Phase 9- Candidate 4/2003 CR IT# CLEC to CLEC Migrations (Phase 1) - Committed 6/2003 CR IT# CLEC to CLEC Migrations Provider Notification (phase 2) - Committed 6/2003 CR IT# Type 5 - Enhance xdsl Migration-Requirements will be worked with CR IT# Line share CTX FT VZ North- Not Scheduled CR IT# Hot Cuts for xdsl Loops - Candidate 10/ PONTRONICS CR IT# AOS Form for CLEC to CLEC Migrations - Not Scheduled 6/13/00 - Mettel has submitted a Type 5 change requesting functionality that is similar to PONTRONICS. Mettel feels that the system they are proposing would be a better choice - Mettel would like a phased approach and easy availability to this system if implemented - AT&T would like BA Help Desk to have tools such as this to help limit trouble ticket turnaround time 08/08/00 - BA will look into scheduling a meeting on PONTRONICS 11/14/00 - CLECs would like a meeting to further discuss Pontronics with respect to a similar Change Request submitted by Mettel. - BA advised that when a meeting is scheduled, the CLEC community will be notified. 10/8/02 - VZ awaiting resolution. 1/14/03 - CMP Team cross relating issue with pending T5 to identify next step Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 10

11 2/11/03 - Verizon requests clarification of issue or closure. CLEC community object closure 70 Line Loss 6/30/00 2/11/03 6/13/00 - BA provided information regarding Line Loss report issue status Provider Notification - The Line Loss Group is presently working on individual CLEC spreadsheets to resolve outstanding issues 2/11/03 Forward - BA advised the CLECs of the general delays experienced between the North and South - CLECs request this topic to become a permanent item the agenda - CLECs request a workshop on Line Loss. BA suggested a delay in that request to allow time on the resolution of issues. - BA will provide the CLECs with status of line loss at each monthly Industry Change Control meeting and once between meetings when feasible 7/11/00 - BA continues to provide status and work with individual CLEC s line loss issues - L. Ziccardi advised that she would work directly with those CLECs that had questions, but all troubles still require a ticket be opened for tracking purposes - MetroTeleconnect advised that they have experienced some inconsistencies in the line loss report display, Linda to work with them individually - BA has seen great improvement in the line loss reports since mid April. BA asked if CLECs noticed improvement. CLECs responded that they won't be able to answer until the normal lag-time passes - BA will check with TISOC to see if they would agree to field calls from CLECs regarding line lose dates 08/08/00 - Linda Ziccardi reports that she has seen great improvement on the Line Loss reports from Mettel. 09/12/00 - Linda Ziccardi reported on the status of line loss, and the fixes scheduled for Sept 29th. In the North and South there will be a fix to add the pulling of losses generated on both the local side This was not a significant number, but will increase accuracy. Also a fix is going in to care for a coding error in our system that if a customer was migrating from BA to a CLEC, and at the same time was disconnecting a ringmate line or an additional line on that service order, we were changing the account first to the new CLEC and then doing the disconnect, which meant we were sending out numbers to the line loss report of the old CLEC that never even had the line. Most of the issues that are currently coming up are issues that happened prior to our April fix. Also, on October 21 we are putting in a release so that the line loss can be reported by EDI. Mettel asked if the 10 day delay between the time the account left an the time when the CLECs got the information has improved. Linda reported that now the delay in the North is only 5 days, and in the South is 2 days. In 1Q 2001 changes to the parser will bring the North time down to 2 days. 10/10/00 - Linda Ziccardi joined the call to provide status on line loss issues. She reviewed items that were included in the previous release, and discussed plans for fixes to be included in future releases. - Linda took some issues and individual callback items from CLECs which she will follow up on offline. 11/14/00 - CLECs had no issues to report. The line loss report in the CLEC handbook, volume 2 has been changed and is available on the web now. Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 11

12 12/12/00 - CLECs were advised of a release going in at the end of January. This release will include the addition of NDM - Z-tel s order issues will also be addressed with the January release - CLEC (AT&T) concerned about long-standing trouble tickets, Verizon explained the manual review process of their spreadsheet and will discuss further with AT&T and Acct Team Manager offline - Verizon requested this topic be removed from the agenda, CLECs objected and would like it to remain 1/9/01 - BA updated CLECs of release scheduled for the end of January NDM will be going in the weekend of January CLECs directly affected by NDM should contact their Acct Team Managers for any questions - BA opened the floor to any questions from CLECs. There were no questions or comments from CLECs 2/13/01 - VZ updated CLECs on issues that have been remedied since the last meeting. VZ informed the CLECs of incorrect effective dates shown on the line loss report which have since been recovered and corrected. - VZ again advised of the release that occurred at the end of January. A new problem was discovered with the release when an end user migrated to a new CLEC and changed the PIC or LPIC at the same time. This has since been corrected. A recovery from 1/28 to 2/10 is now being performed. - Some NDM processes were addressed with the January release with success reported from those affected CLECs - VZ advised that the next release is targeted for April Prioritization has not yet taken place 3/13/01 - VZ advised that a recovery from 1/28 to 2/10 will be sent out by Excel spreadsheets by 3/30/2001 to only those CLECs impacted by errors in the effective dates shown on the LLR - VZ (Linda) gave an update on the Line Loss Report. An emergency release will be going in to make some fixes to the reports, but has not been scheduled. The fixes will include, but are not limited to: migrations on D&N orders, migrated ISDN lines, bus to residence changes, canceled orders and the like are targeted for this emergency release occurring in the spring Another release is currently scheduled for 4/6. The next release isn t until the fall 4/14/01 - VZ (Linda) share information regarding a release that occurred this past weekend. A fix was put in so that in the past we were picking up on the line loss report, disconnects that the CLECs had initiated. This will no longer be the case - VZ advised that effective Monday, the ninth, if the CLEC places a disconnect of a line, that number will no longer be on the line loss report - CLECs advised of another issue where segmented orders weren't always picking up the correct effective date. The release also addressed this issue also Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 12

13 5/8/01 - VZ advised CLECs of a release planned for June 1st. Three changes/additions will be going in to correct some inaccuracies on the LLR for the South. If a CLEC changes the class of service on their own customers account from res to bus or from bus to res, it is then put on the LLR. VZ is working to correct this. Also in the South, VZ is addressing migration codes on partial migrations. When a MTN is going to a CLEC, any additional lines that are not a D order must be issued for the one line that is remaining with either VZ or the CLEC and also for the lines that will migrating. VZ would like to give a true picture of which lines are just migrating and which lines are disconnecting. - Also for the South, if a customer is migrating one of their customers from resale to platform and the CLEC isn't changing it's still that CLECs customer. If the OCN of the local service provider, or CLEC, is the same for resale and platform, that end user will not be on the line loss report. Since the local service provider that is making the change, they should know not to disconnect this customer because they're initiating the change for that WTN. If the OCN is the same in the south, if the OCN for the reseller and the platform for that local service provider is the same, there's doubt the telephone numbers will be on the line loss report. - VZ advised of a third quarter release which will be scheduled for the North. Massive change will be made for the North so that things that currently occur in the South today will occur in the North and will sync up with data on the LLR consistently. 6/12/01 - CLECs raised questions concerning a software problem/fix from June 3rd - 4th requesting the CLECs not to process data received the day prior regarding many files that appeared on the line loss report. Also, no notice was sent via BA Change Control. - CLECs would like to know what happened and what can be done to prevent this from happening in the future. - VZ to work with internal teams to investigate what actually occurred. Some CLECs stated that they opened a trouble ticket specifically relating to this issue - VZ will look into sending an industry mailing as notification. - VZ advised CLECs to always put in a trouble ticket which aids in tracking issues such as the above and major issues alike 7/60/01 - VZ began by stating that there were no problems or issues with the Line Loss report-- - CLECs questioned double billing on the line loss report. VZ requested in which jurisdiction and was told PA and NY. VZ advised to put in a trouble ticket a provide examples of affected telephone numbers for further exploration - CLECs also questioned response time once a trouble ticket is opened. VZ advised that once a ticket is inputted, someone from VZ should be calling within 48 hours, two business days because it has been assigned Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 13

14 8/14/01 - VZ stated that a recovery will be going in in PA and NJ by the 19th of August for TN s missing from the LLR. There is also another change request going in that same weekend to correct a timing issue between the receipt of an order and order migrations, which are causing problems with new LST indicator blanks on the LLR when it should have been; normally unbundled, but sometimes should be resale 9/20/01 - VZ advised that there was nothing new to report on the LLR topic - CLECs informed VZ of some problems they are experiencing regarding incorrect indicators on the LLR. Trouble tickets have been opened, however no response has been received to date. VZ questioned whether it was for the new LSP indicator. CLEC responded, yes. VZ advised that a fix with the October release should correct that problem. A release is scheduled to take place from October 17th through the 19th 10/9/01 - CLECs asked (VZ) to review which changes are going into the October release for Line Loss, particularly fixes. VZ questioned if there was something specific that they were looking for. CLECs responded yes. They wanted to know about some outstanding issues regarding disconnects being included on an LSP indicator and improving interval dates for the reporting of the numbers. VZ unsure and will follow-up. - VZ advised that a release will be occurring in December. Change Request 2023 with the WCCC will be included in this release. That Change Request will cover an LSP request to change from resale to platform when the end-user stays with the same LSP. That WTN will not appear on the LLR 11/13/01 - CLECs questioned system ups and downs and duplications in what was shown on the line loss report. CLECs wanted to know whether there was a notification bulletin. VZ explained that there was no bulletin, however there was a recent holiday (election day) in NY and an upcoming holiday (veterans day) for NY as well. CLECs would like to be notified when the system is not going to be working or if there will be a system delay. - VZ suggests including line loss and system processing implications on the new holiday schedule for CLECs questioned having a metric for line loss. This topic shall be talked about and explored further at future meetings - CLECs questioned the escalation process and trouble ticket turnaround time. VZ advised this information can be found on the VZ East website or by calling (617) or (617) Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 14

15 12/11/01 - CLECs questioned a line loss document sent on 12/7. VZ advised that an Informational message was distributed to the industry regarding replacement of some incorrect data on the LLR. On October 21st through October 27th, the LLR had some incorrect data and those files were replaced by close of business on 12/7 - CLECs observed that there were a number of holidays forthcoming which effect system processing schedules. They would like advanced notice of the impact to these systems. The CLECs want to be informed when there is a change in system content or data flow for the LLR for holidays. CLEC concern is that sometimes when there is a holiday, they do not see the impact to the LLR until a few days later. VZ will explore further 01/08/01 - VZ advised of a recovery that took place in December on the LLR. The recovery was conducted between October 21st through 27th whereby files were replaced. CLECs state that they are still seeing trouble tickets from June August and October that VZ confirmed that the line loss notification never made through the normal channels. CLECs are worried that there are still system issues and are concerned that these recoveries are not capturing everything. VZ will speak with Barry Kearns and will respond. 02/12/01 - Line loss SME was unable to attend this session - CLEC stated they were having some problems with line loss - VZ advised that the best way to handle would be to submit a trouble ticket through the WCCC and if satisfaction is not felt to escalate utilizing the escalation list - CLEC asked if the HelpDesk for future developments could have a recovery process in place - VZ advised that a recovery process is possible and will further explore 3/12/02 - VZ recommend closing 12/10/02 - VZ advised that the Line Loss report would now be called Provider Notification with the February 2003 release. VZ is making changes to the line loss production process. One of the issues is that there were several type 5 s submitted by CLECS that VZ wanted to resolve. In addition there are some differences in the North and the South. The aim is to bring more uniformity into the production process. - VZ advised that there would be no change to the fields or content of the line loss report. The purpose of the report also has not changed. - VZ advised that it was planned to have the transition ready earlier this year however there were some complex scenarios that needed to be worked and tested to ensure that the report being produced meets the required standard. There are 5 weekends that is scheduled in the month of January 2003 and February 2003 to ensure that the reports being received are being generated from the new process. - CLECS were advised that if they are receiving the report via FTP, EDI or Connect Direct, a schedule would be arranged with them. CLECS who are not currently participating in the call will be contacted to ensure that they are aware of the transition and that the time fits into their schedule. Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 15

16 1/14/03 - Verizon requests closure. After February, any new issue would be a Provider Notification issue not a Line Loss issue Vz advised that conversion was a success. Conversion will continue as indicated on the previous calls, through the weekend of February 16th. 73 Prioritization Process Documentation 08/08/00 - A workshop has been scheduled for September 8 th to discuss and document the prioritization process. There will be 3 CLECs attending the meeting as volunteers to review and provide feedback to the initial process document. Volunteers are Claudia Dressler, AT&T, Elliot Goldberg, Mettel, Tyra Colbert, MCI. 09/12/00 - A meeting was scheduled to discuss the prioritization process on 9/20/00 2/6/01 - BA recommends closing. 3/6/01 - BA recommends closing. Closing was not addressed at ICC Mtg held on 2/13/01 3/13/01 - CLECs request this item remain open 10/8/02 - VZ recommends closing. CLECs request a specific tie to a regulatory requirement in order for a change to be considered a Type 2. Item remains open pending Verizon investigation 2/11/03 - Verizon introduced DENY status for T5 change requests. The ability for Verizon to deny a T5 is not part of the CMP Agreement. Language supporting a Deny status needs to be addressed by a working group along with prioritization of Vz initiated change request as Type 1, Type 2, or Type 4. The use of DENY at this time indicated the CR is still open, but not being actively pursued for development. 74 Wholesale Provisioning Tracking System 1/9/01 - BA advised CLECs of this new tracking system. The system will give the ability to monitor loop migrations and new loops under development. This new system is for Loops only. In February, four CLECs will be a part of a tracking system pilot with full deployment planned for June/July - BA plans to have a three day seminar for this system, however a date has not yet been determined - CLECs would like to receive feedback from the CLECs involved in the pilot 3/13/01 - VZ again explained the tracking system as a system we are about to introduce on a trial basis. The trial was to begin on 3/5, but has since been delayed. Current status was not available at the start of this meeting. The delay is due to some software issues. Once in place, the system will give the ability to track the progress of a hot-cuts for new loops or migration, etc - CLECs questioned who would be the trial participants. VZ responded (AT&T, Broadview and Network Solutions, although validity of participants would need to be identified. CLECs would like a report from those participants utilized for the trial. The trial should last between 30 and 60 days 10/8/02 - VZ recommends closing. CLEC advised that the WPTS process for new loop was not in place and that this item should remain open pending resolution. VZ will have WPTS SME discussing status during Nov 12, 2002 CMP meeting. 1/14/03 - Awaiting confirmation of new loop WPTS capability Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 16

17 75 VA Uniformity 6/12/01 - VZ informed the CLECs the PA/VA Uniformity project that is part of the PA/VA merger requirement mandated by an FCC agreement as condition #6, paragraph 19-F. What this particular condition states is as follows: - Merger condition: (quote) - "Within five years after the merger closing date, Bell Atlantic and GTE will implement uniform electronic OSS, Operating Service Systems. OSS and business rules including for pre-ordering and ordering components used to provide to subscriber lines any XDSL s, other advanced services between the BA and GTE service areas in PA and VA. The OSS interfaces shall be commercially ready, uniform application to application interfaces using standard guidelines as defined and adapted and periodically updated by the alliance for telecommunication industry solutions for OSS. Electronic data is interchanged, EDI, in common object requests broker architecture, which is CORBA and graphical user interfaces, any GUIs that exist that support the pre-ordering, ordering, provisioning, maintenance, repair, billing of resold and local services, and unbundled network elements, UNEs, that meet the requirements of 47 USC51 (C and 3). BA and GTE may achieve uniform interfaces and business rules within PA and VA by implementing a software solution that masks differences between BA and GTE systems, or by modifying BA and GTE's networks and operating support systems, including associated business processes, methods and procedures at BA and GTE's options. BA and GTE shall have no obligation to achieve uniformity where differences are caused by state regulatory requirements or product definitions." - In short, the merger condition states that in PA and VA, BA has to operate as one company with uniform OSS systems and business rules for all ordering, pre-order, provisioning, maintenance, repair, billing of resold local services, and UNE elements - VZ explained that in order to achieve this merger condition for the CLECs, wholesale order processes will be as follows: for all ordering needs, and call inquiries that are associated with activities in the former GTE areas of PA and VA will be handled in the existing BA national market centers(nmc). - VZ described what would happen when this merger takes place. The CLECs will no longer send LSRs to GTE in PA and VA. CLECs would begin to send those LSRs to the NMCs in the VA region for those states. Those locations are: Fairview Park, VA - Chesapeake, VA Silver Springs, MD and Pittsburgh, PA - CLECs questioned if this could be put in writing and distributed through BA Change Control. VZ replied yes Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 17

18 7/10/01 - VZ gave a brief update of this topic. In the states of PA and VA, there is a requirement to make the interface to Verizon uniform for both former GTE customers and former BA customers. This is a requirement of the BA/GTE merger. Basically, we re going to shift all the GTE work into the existing BA center so everyone will be required to send orders and adhere to the BA Business Rules for ordering and making requests. The biggest impact will be for those CLECs who don t do business with BA today. A pilot for this project will occur in March, 2002 with full mass conversion to occur in May, VZ advised that workshops and classes would be scheduled to assist in set-up. These classes will be open to all CLECs - CLECs asked if there was going to be a timeline publication posted on the web. VZ stated that after further authorization, the timeline would be posted. 8/14/01 - VZ again explained the PA/VA project. - VZ stated that all CLEC s involved in the PA/VA Uniformity pilot will be contacted by VZ. The pilot is slated to take place in about 20 different central offices. CLECs questioned when will the test CLECs for the pilot will be notified. VZ advised it would probably be by the 1st of the year. Workshops and training will be provided, and the pilot is open to everyone 09/20/01 - The goal of PA/VA Uniformity was again explained. The former BA Business Rules will be adopted - The conversion will be done in two phases. The 1st phase will be a pilot scheduled on 03/16/2002 through 05/16/2002. This will occur over a 2 - month period and will allow a full bill cycle to pass. The 2nd phase will consist of a full conversion of the remainder of Virginia lines. This is scheduled for the 17th through the 19th of May. All information regarding these conversions will be posted to the VZs website - VZ advised that the pilot will include approximately 17 Central Offices. If currently you are doing business within any of those Central Offices, you will be considered part of the pilot activity from the March to May time frame. Any questions regarding these conversions can be submitted through BA Change Control Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 18

19 10/09/01 - UPDATE: PA/VA Uniformity-- - VZ informed CLECs that work done in the former GTE states of PA and VA will be conducted in the BA NMC centers. Non-design provisioning orders for regular analog loops will go to the RCCC in Hunt Valley. Design orders will remain with GTEs provisioning offices. This plan is going to affect those GTE customers who don't do business with BA. If a CLEC is doing business with BA today, we encourage them to use their current interfaces that are in place with BA. Any additional connectivity a CLEC would need will link into a different office through these interfaces to send the former GTEs work into those offices. VZ encourages any CLEC who fits these descriptions to contact our connectivity team to start working through the processes to establish all the needed connectivity - New USOCs will be created for the former GTE products going into the BA systems. The reason for this is on the state level, VZ is being asked to report rates and revenues separately. All established contracts with the former GTE will remain in place until expiration. All tariffs and rates will remain the same. - VZ shared with the CLECs any pending orders for the former GTE during the time of the pilot and conversion will be manually re-keyed into the BA systems with all established due dates and critical dates being honored. However, because VZ has to manually re-key them into the BA systems, there will be a manual process in place to kick back any provisioning completion notices and billing completion notices back to the CLEC via the former GTE systems due to the fact that there is no path coming in on the BA system - Key dates for this project: A pilot will take place in approximately 17 central offices that will begin May 15, 2002 and run until May 16, This will allow for two full complete billing cycles. The remainder of VA lines will be cut the weekend of May 17th through the 19th. By May 20, 2002, all of VA will be converted into the BA systems. - Information is available on the Website and will be kept current as information evolves. All questions regarding this project can be referred to M. Toothman via BA Change Control and it will be passed along to the appropriate committee working on this project. - Verizon intends to conduct training workshops Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 19