Frontier Communications CLEC User Forum (CUF) May 19, 2016

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1 Frontier Communications CLEC User Forum (CUF) May 19,

2 Overview The purpose of the CLEC User Forum (CUF) is to provide a forum that allows for business-to-business discussion focused on improving communications and processes between Frontier Communications wholesale operations and its CLEC customers. These discussions are for local wholesale operational issues that are not resolved through normal business channels and/or impact more than one CLEC. The CUF is not meant to replace day to day operational support that should be managed by both CLECs and their respective Frontier Account Manager and/or operations team manager. The forum is meant to open dialog between Frontier and the CLECs, allowing us to work together to identify and implement practical solutions that provide operational benefits to all parties. The CUF Issue Submission Form is available online at: 2

3 Agenda LSR Process Review Product & Service Ordering Codes for Frontier 13 Service Territory NC/NCI/SECNCI/TOS Combinations UNE Loop Test & Tag UNE Loop Disconnect Requests / TOS Value on UNE Loop Disconnect Correct EATN SLTN Field Population on Line Share Requests LNP Requests Rejected Due to PLOC Freeze Related PON (RPON) Review LSR Processing Reminders UNE Resale Directory LSR Contacts and Escalation Process Review Round Table 3

4 LSR Process Review Product & Service Ordering Codes for Frontier 13 Service Territory LSRs submitted for Resale or UNE services in the Frontier 13 Service Territory (including newly acquired CA, TX and FL) require valid Service & Equipment (S&E) Codes. S&E Ordering Codes are defined at the tariff level by Service Territory specific to the location of your request. To validate the tariff and service territory by central office, and to identify Resale Network Access Line ordering codes, please utilize the Exchange and Access Line Matrix: Full Product & Service Ordering Code Matrices for the Frontier 13 Service Territory are available from the Frontier 13 Local Services page or our website at: Product & Service Ordering Code Matrix - Resale (AZ, CA, IL, NV, OH, WI) Product & Service Ordering Code Matrix - Resale (CTF Acquired CA, TX, FL) Product & Service Ordering Code Matrix - Resale (ID, OR, WA, CA) Product & Service Ordering Code Matrix - Resale (IN, MI, NC, SC) Product & Service Ordering Code Matrix - UNE Wholesale (AZ, CA, IL, NV, OH, WI) Product & Service Ordering Code Matrix - UNE Wholesale (CTF Acquired CA, TX, FL) Product & Service Ordering Code Matrix - UNE Wholesale (ID, OR, WA, CA) Product & Service Ordering Code Matrix - UNE Wholesale (IN, MI, NC, SC) 4

5 LSR Process Review (continued) NC/NCI/SECNCI/TOS Combinations LSRs submitted for UNE services require valid combinations of the NC, NCI, SECNCI and TOS values, for the Service Territory specific to the location of your request. For information on validating your combination is correct please utilize the online references listed below. To validate the service territory by central office, please utilize the Exchange and Access Line Matrix: NC/NCI Matrix by Service Territory: Acquired West Virginia NC/NCI Matrix is available at: Connecticut UNE Loop NC/NCI/SECNCI Matrix and Wholesale Platform NC/NCI Matrix are available at: Frontier 13 NC/NCI Matrix is available at: Legacy NC/NCI Matrix is available at: 5

6 LSR Process Review (continued) UNE Loop Test & Tag If Test and/or Tag Required TNT Field on LS or LSNP Form Must Be Populated A = Testing Required B = Tag Pairs at Demarcation D = Test & Tag DISPATCH Field on LSR Form Must be Populated with Y REMARKS Field on LSR Form Provide Details of Request If TNT and DISPATCH fields are not populated and address is Cut Through available, no dispatch will occur CTI Cut Through Indicator Address Validation Response Y = Cut Through Available for Main Telephone Number at Address N = Cut Through Not Available for Main Telephone Number at address C = Cut Through Information Not Available 6

7 LSR Process Review (continued) UNE Loop Disconnect Requests Partial Account Disconnect Submit as AB/C with LNA=D Populate the ECCKT on the LS Form (ECCKT Format requires virgules) Note: Only the ECCKTs provided on the LS Form will be disconnected. Any ECCKTs combined on same LSR must exist on same account. Full Account Disconnect Submit as AB/D Populate EATN on EU Form Or Populate each ECCKT on the LS Form Note: All Loops associated with account will be disconnected even if not listed on the LS Form. TOS Value on UNE Loop Disconnect UNE Loop disconnect requests (AB/D) require the correct value in the 4th position of the TOS to prevent negative impact to the CLEC customer and to Frontier. Quick Tips: Circuit ID Service Code & Modifier Examples: TXNU Non-Designed TYNU Designed Frontier 13 NC/NCI Matrix Provides TOS value for position 2 & 4 Service Code & Modifier are also available 7

8 LSR Process Review (continued) Correct EATN and SLTN Field Population on Line Share Requests Line Share Install Request EATN on End User Form: Populate with Shared Line Telephone Number SLTN on Loop Service Form: Populate with Shared Line Telephone Number Line Share Change Request EATN on End User Form: Populate with Shared Line Telephone Number SLTN on Loop Service Form: Populate with Shared Line Telephone Number Line Share Disconnect Request when Shared Line Telephone Number is Ported or Disconnected EATN on End User Form: Populate with Fictitious Telephone Number SLTN on Loop Service Form: Populate with Fictitious Telephone Number Line Share Disconnect Request when Shared Line Telephone Number is Active and Not Ported or Disconnected EATN on End User Form: Populate with Shared Line Telephone Number SLTN on Loop Service Form: Populate with Shared Line Telephone Number Wholesale Platform Migrations Retaining Frontier DSL with LineSplitting Arrangement: IF: 2 nd Character TOS = P; and Frontier DSL on Existing Line THEN: ACNA Field on LSR Form Should be Populated as: BNK 8

9 LSR Process Review (continued) LNP Requests Rejected Due to PLOC Freeze When an end user customer account has an active Local Service Provider Freeze (PLOC), LNP Requests will be rejected with the following message: Local SVC Provider Freeze in Effect, Not Eligible for migration. If an LNP Request has been rejected for active PLOC, and the CLEC has reason to believe the reject is in error, please the Local Carrier Services Support (LCSS) at: with the following information: PON, Telephone Number Porting, Retail Confirmation Number for PLOC Freeze Removal, Date End User Customer Contacted Retail Group The LCSS will review the end user customer account notes and order: If request of PLOC Freeze removal request can be confirmed, the LCSS will escalate to the retail group to remove the PLOC freeze. Once complete, the LCSS will reply advising the CLEC can resubmit PON. If request of PLOC Freeze removal request cannot be confirmed, the LCSS will reply advising CLEC that the end user customer must contact the retail group to request Local Service Provider Freeze (P-LOC) removal. Process shown above is published within the LSR Contacts and Escalation List available online at: 9

10 LSR Process Review (continued) Related PON (RPON) Review A group of related LSRs (PONs) that are to be worked together must contain an identical RPON on each LSR in the group. The use of the NOR (number of requests) and the RPVER (RPON version) are used in conjunction with the RPON field. Up to 99 LSRs are allowed in one RPON group. All LSRs in the RPON group must be received within 24 hours. RPON Field Located on the LSR Form, the Related PON field requires a unique number to be populated that also appears identically on each PON in the group. NOR Field Located on the LSR Form, the Number of Requests field should be populated with total number of PONs in the group. RPVER Field Located on the LSR Form, the Related PON Version field must be the same on all PONs in the group and may be increased incrementally on supplements. DDD Field Located on the LSR Form, the Desired Due Date field must be identical on all PONs in the group. Supplements SUP 1 or SUP 2 Must be processed for each PON in the related PON group within a 24 hour period, RPVER must be incrementally increased identically on each LSR in the group SUP 3 If not change to DDD, a SUP 3 may be processed for only the changing PON in the related PON group and must carry the same RPVER of the previous version. Any change to the RPVER will require supplements on the remaining PONs in the related PON group. 10

11 LSR Processing Reminders - UNE Verbal Notification is Recommended for Supplements submitted on the Confirmed Due Date. Supplements May be submitted on Confirmed Due Date for LNP (CB/V) Requests until 5pm ET Abandoned Ports Require CLEC to Submit SUP 1 to Cancel LNP (CB/V) Request When End User Customer Cancels Port with the CLEC In the event an end user contacts a Frontier retail representative requesting to cancel an LNP to another service provider, Frontier will follow steps to ensure the service is not interrupted. The LNP Cancellation by End User Request is published on the Local Services page of the Frontier wholesale website to describe the process. LCON Field Must be Populated on all UNE Loop (AB-N, AB-C/LNA-N) New Install Requests Frontier 13 Line Share Shelf Field Population Must be CCNA followed by SPC Example for CCNA ZZ1: ZZ1SPC LSO Must be populated with valid Local Service Office (No FIC). LSO is provided on the Pre-Order Address Validation Response. 11

12 LSR Processing Reminders - Resale Remote Call Forward Requests LSR TOS Position 4 must = R Provider Notification Reports (formerly known as Line Loss Reports) - Available in the Customer Wholesale Portal (CWP) once registration has been completed. No reports will be generated prior to date registration is completed. Customer Wholesale Portal Registration Instructions - Available on our website Review of Switch Change Requests for Resale & Wholesale Platform (EB/DB/PB with ACT=C) Feature Change/Add/Disconnect - Completion in the Switch by 5:00pm Local Time on Due Date Blocking Change/Add/Disconnect Completion in the Switch by 5:00pm Local Time on Due Date Provisioning Completion Notice (PCN) May be received prior to Switch Completion on Due Date End Users Should be Advised Feature/Block Change/Add/Disconnect Will be Completed by 5:00pm Local Time Feature/Block Change/Add/Disconnect Not Completed by 5:00pm Local Time Open Trouble Report in VFO-TA or by Bonded tml 12

13 LSR Processing Reminders - Directory Listing Change from Residential to Business or Business to Residential Requires a Standalone Directory Listing disconnect request (JB/D) and receipt of BCN for the JB/D request, followed by a Standalone Directory Listing Install (JB/N) request. Listing Change from Residential to Business or Business to Residential processed with Standalone Directory Listing Change (JB/C) request will not update the records correctly The LALOC (Listed Address Location) field should be populated with the full city name, not an abbreviated version. An abbreviated city name may negatively affect how easily the listing is released upon a Directory Assistance inquiry. The publisher will abbreviate the city name appropriately unless DNA=3 or 5 is ordered. Yellow Pages Heading Files, Changes and Directory Advertising reference is available online. Please review this reference for any yellow page heading concerns. Changes to existing yellow page headings are not allowed via LSR, and must be negotiated between the End User and the directory publisher. 13

14 LSR Contact & Escalation Process Review Level 2 Options Select One Address For LCSS Helpdesk and Escalation Team Please wait for WFM Tracking Number before escalating further. Retain WFM Tracking Number when ing to Level 3 and Above. Do Not Send Initial Level 2 to Multiple Addresses This Creates Duplicates and can delay initial response. 14

15 LSR Support Mailboxes To help you with directing your inquiry, see below: Local Pre-order Inquiries Inquiries on Post-FOC Responses (PCN, BCN, JEP) Out-of-service LSR Reject Inquiries PLOC Freeze Inquiries Provisioning Issues Report Local System Issues Listing Record Investigations Missed Due Dates 15

16 CUF Round Table Please visit our website for more information: To Contact Us: Thank you for your participation! Next CUF: August 18, 2016, 2:00 p.m. ET 16