Voice Over IP / Internal Presentation

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Q w e s t W h o l e s a l e M
a r k e t s
Q w e s t W h o l e s a l e M
a r k e t s
Repair Charges
The Qwest CLEC Mini Forum Conference Call
Series Tuesday, April 30 Wednesday, May
1 Thursday, May 2
The information provided on every slide in the
following presentation is for training purposes
only. The information provided does not create or
modify any legal obligations, promises or
expectations between Qwest and CLEC customer. The
parties relationship is governed by existing
legal obligations and contracts.
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Topics

• Define Trouble Isolation Charge, Optional
  Testing, Maintenance of Service Charge and
  Dispatch charges and the applicable products
• Communicate pricing triggers for each scenario
• Define Demarcation
• Identify what customers can do to minimize
  charges
• Identify how customers can populate CEMR to
  minimize charges
• How is the Billing of these charges displayed on
  the CLEC Bill?
• Miscellaneous Questions and Answers
• Summary Feedback

Q w e s t W h o l e s a l e M a r k e t s
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Definition of TIC, Optional Testing, Maintenance
of Service Charge, Dispatch and applicable
products
Q w e s t W h o l e s a l e M a r k e t s
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Pricing Triggers for each Scenario
POTS (Resale or UNE-P)
All UNEs
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Pricing Triggers for each Scenario
Unbundled Local Loop, UDIT, EEL and LMC
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Demarcation Points
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What can Customers do to Minimize Charges?

• When submitting a trouble report, the results
  analysis of your fact-finding, testing trouble
  isolation efforts will determine the information
  you provide. The following information is
  required when a trouble report is submitted
• Telephone Number or Qwest circuit ID of service
  in trouble
• Address of service, including suite, room ,
  floor, apt or unit number
• Detailed fault condition trouble description
  including test results (required for design
  services Unbundled Loop Products or authorization
  for optional testing if test results are not
  available)
• Reporting contact name telephone number. In
  order to expedite the closure of the trouble
  ticket we ask for a local or toll free number
• Local contact name number for premises access
  (if required)
• Hours of access to the end-user premises (if
  required)
• Authorization to test and to dispatch
• Identification of life threatening situation
• Identification of chronic service problem (if
  applicable)

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What can Customers do to Minimize Charges?

• Understand the service parameters of the circuit
  or telephone number in question.
• Perform all appropriate trouble isolation tests
  prior to opening a repair ticket with Qwest.
• Confirm that the end user has power both to
  their CPE equipment to any line
  conditioning equipment that may be
  located at their premises.
• Provide accurate local contact name, contact
  number, and access hours to avoid charges due
  to resulting No Access situations.
• Insure that Qwest will have access to the circuit
  to test and trouble shoot if and when a
  dispatch is required or requested.
• Since duration contributes to the overall
  maintenance charges, insure quick access to
  phone closets, inside terminals, DMARC and to
  the local contact persons.
• If the CLEC does not want Qwest to perform
  trouble isolation up to and including the
  DMARC upon opening the initial ticket, request a
  Call Before Dispatch and do not authorize
  dispatch. This will cause the Repair Service
  Attendant to mark the ticket as DISP Auth N
  and to include CB4 Disp remarks on the ticket.
  (Remember that not authorizing a dispatch may
  delay the timely trouble isolation and restoral
  of service.)

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What can Customers do to Minimize Charges?

• Trouble reports can be reported directly to the
  Account Maintenance Support Center (AMSC) or the
  Repair Call Handling Center (RCHC). Trouble
  reports can also be generated electronically via
  the Customer Electronic Maintenance Repair
  System (CEMR).
• Additional information regarding Maintenance
  Repair is available at the following Qwest
  website
• http//www.qwest.com/wholesale/clecs/maintenance
  .html

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Example of CEMR Screen Populated Correctly for
Design Services

• Note
• Design Services Tickets generated in CEMR
  automatically authorize a dispatch and
• intrusive testing and acceptance of
  Maintenance Service Charges if applicable.

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Example of CEMR Screen Populated for POTS
(Non-Design)

• Non-Design Trouble Tickets
• Selection of TIC may apply indicates
  acceptance of Trouble Isolation Charges
• Selection of Did not quote TIC indicates
  refusal of Trouble Isolation Charges

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Example of CEMR Screen Populated for POTS
(Non-Design)
TICNO
LTO

• Non-Design Trouble Tickets
• The Narrative indicates TIC has not been
  authorized.
• Select Customer requesting line test only
  (LTO). Qwest will perform a line test only and
• will not dispatch without contacting the
  customer first.

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How is the Billing Displayed for These Charges?
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Question Answer - Why Would CLECs Get Charged
When They Do Not Request a POTS Dispatch From
Qwest?

• The customer should not be charged if they did
  not authorize a TIC charge or a dispatch.
• If the CLEC wants a Line Test Only (LTO), the
  Repair Service Attendant (RSA) will advise them
  that Qwest will perform the LTO and a technician
  will not be dispatched. The screener will
  provide the LTO test results to the customer. If
  test results indicate that a dispatch is required
  to isolate the trouble, the screener will ask the
  CLEC if they want a dispatch on the ticket and
  also request approval for TIC charges.
• On a trouble ticket generated for non-design
  circuits, the Shared Screening Module Retest
  (SSMRTST) system performs automated testing, and
  identifies if a field issue exists. Work items
  identified with known or suspected outside plant
  facility problems are routed to WFA/DO in a
  pending dispatch status until loaded to a
  technician.
• When the CLEC has selected Call before dispatch
  the technician is failing to read the remarks
  section of the ticket that specifically states
  CALL B4 DISPATCH. The technician should not go
  to the customer premises without verbal
  commitment from the CLEC that they will accept
  TIC charges if the trouble is found on the
  customer side of the DMARC. If the CLEC still
  refuses TIC charges, the screener should give the
  test results to the CLEC and the technician would
  not go on the dispatch. If the technician does
  go out to the customer premises in error, and
  finds trouble on the customer side of the DMARC
  and codes the trouble ticket with a 12xx
  disposition code, the CLEC would be billed in
  error.

Q w e s t W h o l e s a l e M a r k e t s
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Question Answer - Why Would CLECs Get Charged
When They Do Not Request a Design Dispatch From
Qwest?

• A customer, CLEC or otherwise, does not have to
  specifically request a dispatch to enable charges
  for non-Qwest found trouble. They simply have to
  "authorize" a dispatch either when they open the
  original ticket or at some point during the life
  of the ticket. After that if a dispatch occurs
  and either there is no trouble found or the
  trouble is out of the Qwest network then charges
  apply.
• A customer can indeed request a dispatch but to
  do so they must first "authorize" the dispatch so
  the Qwest employee can appropriately mark the
  ticket as "Disp Auth Y".
• Authorizing a dispatch enables Qwest to perform
  complete trouble isolation up to and including
  the D-Marc. It is usually in the best interest
  of the customer to authorize a dispatch up front
  since this will generally expedite the isolation
  process by allowing an immediate dispatch out
  when needed.
• Customers should never be charged a Maintenance
  of Service Charge on a repair ticket unless the
  trouble is isolated out of the Qwest network. If
  this does happen it should be infrequent and
  would most likely be due to employee error.
  Based on past center compliance reviews this has
  not been an issue.
• The expectation is that the CLEC will perform
  proper and thorough trouble isolation prior to
  opening a ticket with Qwest, Therefore, Qwest
  operates from the perspective that we are
  pursuing a Qwest trouble until proven otherwise.

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Question Answer - What if the Test Determines
that it is a Qwest problem and the CLEC is
Charged?

• Contact your Service Manager who will work with
  the Network Repair and billing Center to
  investigate the charges. CLECs should provide
  the following information to the Service Manager
• Qwest Ticket Number
• Circuit ID or Telephone Number

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Question Answer - Why Would CLECs be billed
for TIC, MOS and Dispatch when it is not in their
Contract?

• A customer, CLEC or otherwise, does not have to
  specifically request a dispatch to enable charges
  for non-Qwest found trouble.
• They simply have to "authorize" a dispatch either
  when they open theTrouble Isolation Code (TIC),
  Maintenance of Service (MOS) and the Dispatch can
  be independently authorized by the CLEC.
• As Qwest discusses trouble situations with CLECs
  before resolving, the CLEC has on-line contact
  with the Repair Service Attendant In this
  conversation, the CLEC is advised that in order
  to complete trouble correction, the application
  of these charges may be necessary.
• If the CLEC does not authorize this dispatch,
  Qwest may not be able to correct the trouble.
• As Qwest will only bill the CLEC if trouble is
  found on the CLEC side of the network, CLECs who
  have trouble isolated appropriately, can
  comfortably authorize this Dispatch to occur.

Q w e s t W h o l e s a l e M a r k e t s
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Question Answer - Why Would CLECs be billed
for Optional Testing when it is not in their
Contract?

• The Optional Testing item can also be
  independently authorized by the CLEC.
• CLECs have requirements to appropriately isolate
  the trouble before reporting the trouble to
  Qwest. A complete and accurate trouble ticket
  includes enough information from that trouble
  isolation process to identify that the trouble is
  in the Qwest network.
• In the event that the CLEC chooses not to
  properly isolate the trouble, they can authorize
  Qwest to perform that function at their request.
  
• CLECs authorize this function by entering the
  appropriate information on their trouble ticket,
  or by verbally authorizing Qwest to conduct this
  testing on their behalf.
• Upon completion of that testing, the CLEC will
  then be allowed to determine whether to further
  pursue resolution through Qwest (because the test
  shows that the trouble is on the Qwest side of
  the network) or to close the ticket and resolve
  the trouble themselves (because the test shows
  that the trouble is on the CLEC side of the
  network).

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Feedback

• Seeking Feedback on this Session
• What was helpful?
• How could this presentation been more productive?
• Things to cover in May Session
• What would be helpful

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Summary

• Provided Definition of Scenarios outlined
• Pricing triggers for each scenario outlined
• Discussed what customers can do to minimize
  charges
• Discussed how customers can populate CEMR to
  minimize charges
• Discussed the billing display
• Discussed miscellaneous questions and process
• Feedback on this Session
• Things to cover in May Session

Q w e s t W h o l e s a l e M a r k e t s