December, 2002 OSS Interface Change Management Meeting

Transcription

1 - 3/13/01 - CLECs request this item remain open 26 Backwards compatibility - 6/15/99 - TCs asked that backwards compatibility be discussed at the next Change Control meeting. - 7/14/99 - BA to work with Sprint to schedule a meeting on this issue. - 10/12/99 - FSprint wants to know what the CLECs can expect in the future and questions what technically feasible means in the Change Control agreement. - BA requested that CLECs submit all issues on Backwards Compatibility by 10/21. A meeting will be held on 10/28 to discuss the topic further. - 11/09/99 - A meeting was held on 10/28. CLECs want Change Control documents to accurately reflect reality of Backwards Compatibility. - BA to draft some new language on this issue and send to the CLECs for review. 51 Wholesale Customer Care Center/ formerly Bell Atlantic Help Desk - 2/08/00 - Bell Atlantic told the CLECs the Help Desk Hours of Operation. - BA to have the handbook updated with the correct hours of the Help Desk. These hours are EST. - 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/ /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 Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 1

2 - 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. - 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/ /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 origionally 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 Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 2

3 - 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 - 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 deteremined 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 Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 3

4 - 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 - 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 reluctantance to give information without having the CLECs ID, and the CLECs would like VZ s 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 Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 4

5 - 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 - 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 Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 5

6 - 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. - 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. Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 6

7 - 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 erronneous data coming back missing ore unsequenced 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 - 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 Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 7

8 11/12/02 - 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. 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. 63 Training Classes - 3/14/00 - CLECs request an EDI training class. BA does not train CLEC s on how to do EDI. BA will supply the specs on how to submit EDI transactions. - GTE may offer EDI classes. - 4/4/00 - BA recommends closing. - 4/11/00 - CLEC s request this item remain open and be renamed as a Training Workshop - BA advised CLEC s we do not teach EDI, - CLEC s want assistance on eliminating some of the errors associated with EDI - BA will check with EDI to see if a workshop can be arranged - 5.9/00 - BA to explore a workshop on this topic - 10/8/02 - VZ recommends closing this topic. No CLEC objections Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 8

9 64 Workshop on LSOG 4 Directory Listings - 3/14/00 - BA has directory listing classes, but the CLECs want a workshop to cover other issues that were not addressed in those classes. - BA will arrange a Directory Listing workshop and would like CLECs to send in agenda items. - BA will look into having Directory Listing experts attend the workshop for both the North and South. - 4/11/00 - BA will be scheduling a workshop regarding this CR 65 Workshop on Notification Requirements - 10/8/02 - VZ recommends closing this topic. No CLEC objections - 3/14/00 - The change management process defines 45 day and 66 day notification timelines (moving to 73 days with the June release). There are items that do not fit those timelines. - BA would like to have a workshop clarifying these items. - BA will be sending out appropriate workshop topics to the industry - 4/11/00 - Notification workshop scheduled for 5/1/00 at 2:00 p.m. - CLEC request that KPMG be present at this meeting - 5/9/00 - BA will recommend that topic #39 be closed at the next ICC meeting. This topic will remain open due to pending issues on slow response bulletins 67 CLEC to CLEC Migration - 3/14/00 - CLEC to CLEC migration is a differcult 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 68 LIDB - 3/14/00 - Broadview expressed concern with having no way to correct records through LIDB. - BA still needs to schedule a conference call regarding the LIDB process. - 4/11/00 - Victor from CCI would like to also be contacted about LIDB also - 5/9/00 - This topic entails the ability to receive and process LIDB records from the CLEC s - BA advised this project is targeted for October - Sprint expressed an interest in this topic and would also like to be kept informed - 11/8/00 - BA recommends closing - 11/14/00 - CLECs would like this item to remain open. Not ready for this item to be closed yet. Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 9

10 69 PONTRONICS - 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. 70 Line Loss - 6/13/00 - BA provided information regarding Line Loss report issue status - The Line Loss Group is presently working on individual CLEC spreadsheets to resolve outstanding issues - 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. Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 10

11 - 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 dthe 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. - 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 Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 11

12 - 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 occuring 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 - 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. Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 12

13 -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 - 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 Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 13

14 - 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) /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 fothcoming 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/ 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 Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 14

15 - 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. 72 GUI Performance Enhancements - 08/08/00 - Monica Moore reviewed the GUI performance enhancements that had been implemented and communicated to the CLECs via BA Change Control. After these enhancements there was a decrease in the number of trouble tickets that came in regarding the GUI. Monica will continue to monitor GUI performance. She will also try to look at determining the difference between slow response time and internet traffic. It is recommended that instances of slow response be reported to the help desk. Monica will report on this topic monthly. - 09/12/00 - Monica Moore provided updates regarding GUI performance. She provided statistics that on August 29th the GUI processed over 100,000 transactions which was a new record for one day. That was including over 22,000 new service orders. Monica also gave information regarding the best way to search for PONs on the GUI. Unrefined searches lead to slower transaction times. Giving some fields of search criteria stoppes the GUI database to pull up every single order in the system for a particular search. This will benefit all users. Monica asked if the CLECs would think about a time when all completed orders from 1999 could be removed from the GUI. The CLECs would like to be contacted prior to having this done to insure that they are still not waiting for provisioning on some old orders. Monica will provide a specific definition of exactly what she would like to remove regarding 1999 GUI orders. Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 15

16 - 10/10/00 - Monica Moore presented an update to the topic of GUI performance. Monica recapped her last discussion regarding the use of limiting search criteria, and provided a recent example of how a CLEC that did not use search criteria caused slow response time. - Monica plans to send out a proposal to improve GUI performance and response time. This proposal will explain plans to build into the GUI a requirement to populate at least one of four search criteria fields. If one of those fields is not populated, an error message will be sent back to the CLECs. Monica believes that this will be rolled out with the Feb release, and will provide information to the CLECs prior to making the change. - Monica is concerned that everyone is comfortable with plans to delete old orders off the GUI. She will write up her proposal to define a completed PON as one that has either been billed or provisioned so that the CLEC get the service they ordered. - Monica also brought up the idea of GUI users using one ID for many people. CLECs response to this issue is that it is very cumbersome to manage work in the GUI with many different IDs. Monica said that she will look further into this issue. - Monica will also look into hosting a GUI users conference. - 11/14/00 - Monica Moore discussed how the use of robotics and programs on the GUI have a negative impact on GUI performance. Monica suggested that rather than work on robotic programs, customers would be better off moving to an EDI platform to handle their high volumes. - Monica outlined some process improvements to the Web GUI for the CLECS. The first enhancement deals with deleting old data from the system. The next enhancement was search function management. The third enhancement was with Verizon s enforcement of the policy on user IDs. - CLECs were reminded of a letter that was distributed on November 3rd discussing the dates that would be deleted from the Web GUI. A follow-up was distributed on November 13th regarding obtaining PON information from Verizon. - 12/12/00 - Monica gave an overview of the Web GUI. Monica advised the industry of some CLECs accessing the GUI in astronomical numbers using a single ID. Those CLECs will be contacted by Verizon. It was found that there were some CLECs were using Robots in the past - Verizon will continue to monitor CLECs with questionable attempts into the GUI. All volume issues will remain under review - Verizon informed the CLECs that the GUI system was never totally down this past Thurs. and Fri., rather it was operational and accepting orders slowly. Some CLECs however reported long outages on those days - CLECs questioned if there was another way to submit orders when the GUI is down. Verizon advised no. Verizon will investigate further - Verizon to schedule a Web GUI workshop on Feb 7, The workshop will be an overview of the Web GUI and Navigational issues and will be geared towards current users only. Topics of discussion should be submitted by CLECs via BA Change Control. Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 16

17 - 1/9/01 - Monica (BA) again gave an overview of the Web GUI. - CLEC (T. Gregson) questioned if the volume of orders on the GUI makes the GUI slower. BA advised no - BA informed CLECs that before the deletion process goes further, agreements would have to be reached - BA advised that increased monitoring of the GUI is still underway. Robotic use has been decreased and those CLECs using it were identified. Efforts are now underway to get those CLECs over to EDI where robotic use is accepted - BA stated that additional enhancements are being made to the Web GUI to replace or modify internal systems - BA informed CLECs that Web GUI training will be made available in the 1st quarter of /13/01 - A GUI workshop was held on 2/7. (Monica) spoke about work presently being done to enhance performance on the GUI system. She informed the CLECs of the ongoing hardware and software upgrades. - VZ informed CLECs of repeated robotic activity and advised that the GUI is still being monitored closely and if a CLEC is found not complying, their ability to enter the GUI will be disabled. CLECs questioned if a financial penalty could be given. VZ advised that the penalty is actually the disablement of the intereaction into the GUI until they are contacted by VZ - Monica spoke briefly about a project that was started back in November which entailed deleting data from the GUI on completed orders. She also mentioned another project that was momentarily stopped because of discrepancies in data between VZ and the customer, but this project will now be re-visited - Monica agreed to create a comparison graph for the CLECs which shows enhanced GUI performance by month with improvements at the next ICC meeting - CLECs would like a way to query others pons. They would like to monitor usage of their employees. Monica advised that that capability is not available today, but will explore further with the internal development team - 3/13/01 - VZ (Monica) was unable to join the meeting today due to a prior committment. There was no new information to report on the GUI - VZ asked if there were any issues they would like communicated to Monica - CLECs (AT&T) received reports from its work center regarding slow response time when using the GUI to submit LSRs in the past month. Other CLECs concur. Trouble tickets were submitted but no clear reason was provided. - VZ will bring this issue back to Monica for a relative explanation to be provided at the next ICC meeting Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 17

18 4/14/01 - VZ (Monica) gave a report to CLECs regarding 4/2. Zero outage minutes were revealed. Monica reported that over the past 2 months there have been some slow responses due to activity outside of the VZ firewall (internet). Incidents within VZs firewalls have decreased due largely to work performed in February relating to upgrades and application tuning of systems. Between February and March, other upgrades were also performed. Since that time, no outages have been realized - VZ has also seen a reduction in robotic activity. There are still some offenders out there. VZ has an automated system that was built in a script mode, which causes immediate disablement of offending Ids - Monica confirmed that a cleanup of the GUI of some existing orders is still underway. VZ advised that we would like to get to the point where this can be done automatically on a quarterly basis. Some CLECs stated they gave authorization to their Acct Mgrs to delete some of their old orders. Other CLECs will do the same. This will enhance GUI performance. A combined 1st and 2nd quarter report should be generated 5/8/01 - CLECS questioned pages that cannot be displayed via the Web GUI. They have to back-out and then re-enter in order to view that transaction and this is happening quite frequently. There appears to be no specific time to day when this occurs for those CLECs affected - VZ will review same with internal staff (Monica) to see if she can provide some insight. VZ advised those CLECs to start a trouble ticket 6/12/01 - CLECs questioned if the cleanup of the GUI is ongoing - VZ to check future scheduled GUI cleanup progress - CLECs inquired about the help window and stated that when you are in the GUI and you click on a field, then right-click for the help menu, the help data is not consistent. VZ advised that the GUI team gets direct feed of the business rules to update help functions. VZ to explore help function updates for the GUI 7/10/01 - VZ suggested removing this item from the running agenda. It remained on the agenda due to some performance problems with the GUI, however those issues are more contained than they use to be and are reported under the normal process. As needed, VZ will provide updates. - VZ did advise that removal of old LSRs from the Web GUI is still ongoing 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 Key: Comment added by Bell Atlantic to propose closure of Topic pending CLEC review. 18