FairPoint Wholesale User Forum Agenda & Opening Remarks

Transcription

1 FairPoint Wholesale User Forum Agenda & Opening Remarks John Berard - Director, Wholesale Customer Relations Portland, Maine June 23, 2011

2 Agenda Opening Remarks and Conference Call Etiquette Mute Phones when not speaking *6 (*6 again to un-mute) Never put your phone on hold to take another call (avoids music on hold) State your name and company when speaking 2

3 Agenda 01:30PM to 03:00PM User Forum Wholesale User Forum 01:30PM to 01:40PM 01:40PM to 02:20PM 02:20PM to 02:30PM 02:30PM to 02:55PM 02:55PM to 03:00PM Introductions & Agenda End to End Sessions Update Wholesale Help Desk Updates Special Topics: - Wholesale Website Redesign - Reinstatement of Trouble Admin Process Wrap-up, Next Steps, Closing 3

4 FairPoint Wholesale User Forum End to End Sessions Update Gwen Hammond - Manager Wholesale Systems Support Portland, Maine

5 Complete Duplicate Reopen WIP Total CLEC Chg Mgt CR Defect Info Request No Action Process Grand Total FAIRPOINTWHOLESALE Action Items from Data Gathering Sessions Focus Item Total Focus Item Grand Total Targeted for % Complete 79% WIP 21% 4

6 Top 12 Areas of Focus from Data Gathering Sessions 1. Synchronoss to M6 Reconciliation 2. M6 to Siebel Reconciliation 3. Directory Listing 4. Related Orders and Related PONs 5. Provisioning Plans/Tasks & Plan Selection 6. Disco in Error (Winback and Snapback) 7. Loop Qual and Loop Make-up Info 8. Dispatch In and Out/Demarc 9. Hot Cuts 10. Jeopardy Messaging 11. Dual Service 12. SPUNE/SWUNE 13. Wholesale Notification (FOC/PCN/BCN) 14. Supplemental Order Processing 15. Porting 5

7 Focus Item #1 Synchronoss to M6 Reconciliation 6/23: item pending(error Code Analyzer Released Feb 2010) items pending Synchronoss Status = Acknowledge-Accept Request Acknowledgement Confirmation/Reject OM 32 ACK ACCEPT as of 6/14/11 20 created in OM and awaiting updates 12 not created in OM, no reject was posted 6

8 Focus Item #2 M6 to Siebel Reconciliation 3/17: item pending (related to ongoing data synch between systems, multiple data patches) item pending (1 pending defects{(897 deployed in Apr) 563, 1 evaluation of WHD ticket system recommendation ) (In discussion with a vendor in regards to this and the Wholesale Customer Portal (started in Dec 2010) Estimated timeframes for key items: CR 897 (PLN Enhancement) Deployed April 2011 CR 563 (PLN Enhancement) pending prioritization for 2012 Overall Data Synch items targeted for this year: 14 CR/DR items deployed in CR/DR pending for 2011 (highlights included CR1272 and 1352, 1353 (Apr), 1354 for (Jun), 1583 (Aug) and 1870 (Sep) ; Siebel to Kenan Resale and Siebel to CDG. 7

9 Focus Item #3 Directory Listing 3/17: 2009 All items closed for this section items pending (1 pending CR / DR 902, 1 process) Estimated timeframes for key items: CR 183 Prioritized for January 1272(Jan), 1352 (Mar), 1353(April), 1354 (Jun), 1583 (Aug) and 1870 (Sep) Note: FairPoint moved to daily file processing to Super Media and Volt Delta on 1/4/11 Category B R Grand Total In M6 In-flight between M6 and Siebel In Siebel FRP Manual Grand Total

10 Focus Item #7 Loop Qual and Loop Make-up 3/17: item pending currently pending (CR/DR pending 1006) Estimated timeframes for key items: CR1006 (Consistent Pre-Order error messages) re-prioritized 1Q12 9

11 Focus Item #8 Dispatch In and Out 3/17: items currently pending (CR pending 1038) Estimated timeframes for key items: CR 1038 (Improve PCN/BCN Demark information) re prioritized for 1Q12 10

12 Focus Item #13 Wholesale Notification (FOC/PCN/BCN) 3/ items pending (1 CR/DR 1038) Estimated timeframes for key items: CR 1038 (Improve PCN/BCN demark information) re-prioritized in November 2011 for tentative target date 1Q12 11

13 Focus Item #14 Supplemental Order Processing 3/ items pending (2 CR/DR 211, 19913, 1 process) Estimated timeframes for key items: CR 211 Phase 1 Deployed June 2011 Enhancement for maintaining version control between M6 and VFO Enhanced visibility from within M6 to version Guardrails for processing customer supplements Addition of Sup 1 guardrails to ensure they are fully processed through M6 Planning for Phase 2 (CR1558) (tentatively scheduled for September to include enhanced logic around sup 2 s and 3 s Intermittent supplementing FTorders generating invalid error message Unable to get service mapping data 12

14 Focus Item #15 Porting 3/ currently pending (1 CR/DR 1040, 1 process, 1 training request) Estimated timeframes for key items: CR 1040 (Hunting Solution for Migration orders) prioritization 1Q12 ***Simplification Efforts surrounding porting architecture 13

15 Summary FairPoint Prioritization Focus Item 2: Ongoing Data Synch Efforts Focus Item 3: CR 902 and 972 to fix Directory Listing Focus Item 10: CR185 DD-1 dispatch report Focus Item 13: CR 211 Sup processing and enhanced version control Focus Item 14: CR183 Improved Notifications (FOC, PCN and BCN) and timely CSR updates Focus Item 15: CR1040 Automating taking partial numbers from a hunt group 14

16 2010/2011 Major project overview November-10 January-11 March/April-11 June ( (1272) 183(1352 Deployed) Improved deployed, 1353 Improved 183 Improved Notifications Apr) Improved Notifications Notifications and and timely CSR Notifications and timely CSR timely CSR (cont'd) and timely CSR (cont'd) (phase 1 Dec 16) (deployed) (cont'd) 211 (Deployed) 185 DD-1 dispatch able report 972 Super media data synch 211 Sup processing and enhanced Sup processing and enhanced version control (Deployed) (deployed) version control3 (cont'd) Ongoing Data Synch Ongoing Data Synch Ongoing Data Synch Ongoing Data Synch 15

17 2010/2011 Major project overview August-11 September Automating taking partial numbers from hunt group (Tentatively moved to 1Q12) 183(1583) Improved Notifications and Timely CSR On Going Data Synch 183(1870)Improved Notifications and Timely CSR 211 (1558)Sup processing and enhanced version control 1040 Automating taking partial numbers from hunt group (Tentatively moved to 1Q12) 902 Directory Architecture (deferred) On Going Data Synch 16

18 FairPoint Wholesale User Forum Special Topics Gwen Hammond - Manager Wholesale Systems Support Portland, Maine

19 Special Topics 2011 Dark Fiber Transport (IOF) Parallel Provisioning Dark fiber Parallel Provisioning essentially allows the CLEC to order and pay for dark fiber facilities while waiting for their Collocation arrangement(s) to be constructed. As a policy FairPoint will continue to maintain the 2-step process of ordering Dark Fiber Transport (IOF). Step 1 - The first ASR will order the circuit between the two designated locations. Since the collocation arrangement is not complete they cannot provide us with the actual cable CCEA or SCCEA information. FairPoint will provision and complete the ASR and begin billing. The CLEC is charged for having the facilities between the two locations provisioned (assigned) while the collocation arrangement(s) are being completed. Step 2 - The second ASR will be issued after the Collocation Cross Connecting Facility Assignment (CCEA) information is complete and provided by FairPoint to the CLEC. This second ASR will provide the actual cable CCEA information that connects the Dark Fiber circuit to their new cage. ***Ordering guidelines will be posted to the new portal the first week of July 18

20 Questions? 19

21 FairPoint Wholesale User Forum Wholesale Help Desk Update Matt Bertsch Manager Wholesale Support Portland, Maine

22 WHD Updates System issues 3/21/11: Delay in TA Responses (not picking up OP) Restart of service resolved issue 3/23/11: Sup auto-processing issue Oracle issue 4/18/11: Order/Pre-Order/TA not responding Middleware issue 5/23/11: Delay in TA Responses (not picking up OP) Restart of service resolved issue 5/24/11: Order/Pre-Order/TA not responding Backend system slowness 6/1/11: Pre-Order timing out Backend system slowness 21

23 WHD Updates Helpful Tips: Difference between Loop Qual and Loop Make-up Loop Qual (Type H) displays whether Loop qualifies or not along with high level information Loop Make-up (Type J) displays more specific details of the loop including segments when available. Does not directly tell whether Loop qualifies or not. Directory Listing Business Rules regarding CAPS/etc. A residential listing (LNLN) must be a combination of both upper and lower case alphas. A business listing (LNLN) with all upper case requires the PLA field to be populated. Please refer to specific business rules located at: m_lsog_9%2e12%2e1-final_tcm pdf 22

24 Questions? 23

25 FairPoint Wholesale User Forum Special Topics: Wholesale Website Re-Design Henry Lopez- Sr. Manager, Wholesale Customer Relations Portland, Maine

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27 Contact Us!

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30 Contact Us! 29

31 Escalation Lists Order Management New! 30

32 Escalation Lists Order Management/ WSC LSR 31

33 Escalation Lists Other New! 32

34 Questions? 33

35 FairPoint Wholesale User Forum Special Topics: Reinstatement of Trouble Administration Process John Berard - Director, Wholesale Customer Relations Portland, Maine

36 Reinstatement of Trouble Administration Process Effective June 7, 2011, Fairpoint returned to the standard process for handling trouble administration, from which Fairpoint had diverged following Cutover as an accommodation to Wholesale Customers. Trouble Isolation (dispatch in/out) is required for Wholesale Customers submitting tickets against standalone, local UNE Loop and Sub-Loop voicegrade and xdsl services, including DSL in shared service arrangements, where the Wholesale Customer s end user services are provisioned via its own voice and/or data switching equipment via collocation arrangements. As the customer care representative for managing service troubles, you are responsible for. Isolating a service trouble to Fairpoint s network via testing, troubleshooting with your end-user, and/or dispatching your technician into the Central Office or out to the End User premises Creating a detailed, accurate trouble ticket for the Fairpoint dispatch required. Indication of DISPATCH IN or DISPATCH OUT is added as a lead standard remark to the Additional Info field on the trouble ticket in VFO. If a trouble ticket is submitted by the Wholesale Customer without dispatch direction indicated, the Fairpoint CSMC closes out the ticket using code 1320 = Ticket Incomplete, Isolation of Trouble Direction (In/Out) Required and calls the Wholesale Customer to resubmit a new, potentially billable ticket with direction indicated. 35

37 Reinstatement of Trouble Administration Process - continued If a trouble ticket is submitted by the Wholesale Customer and the dispatch direction is determined to be invalid by a Fairpoint Technician, the ticket is closed and billed as a misdirect. A separate, potentially billable ticket must be opened by the Wholesale Customer to handle a new dispatch. Troubles isolated to the Wholesale Customer s facilities, or to the end-user s premises, are the responsibility of the Wholesale Customer, unless the customer has an effective Inside Wire Agreement with Fairpoint. Trouble Isolation is not required for trouble tickets submitted against: Wholesale Package or Resold voice/dsl services, where the service(s) are provisioned over Fairpoint s switching and network equipment. Wholesale Package and Resold voice /DSL providers are encouraged to perform MLT tests in VFO prior to submitting tickets, but are not required to indicate trouble direction on the ticket. Specials, Access Services (T1 or above) Troubles not involving use of network facilities, therefore not requiring isolation of facilities (in/out) for trouble reporting (e.g. switch translations features or blocking issues; DL issues, etc). Trouble tickets cleared by Fairpoint against any/all local (UNE, Resale, Wholesale Package) services are now updated to a Closed status, rather than Awaiting Customer Verification. If the Wholesale Customer believes, per subsequent testing, that the trouble is still isolated to Fairpoint's network facilities a new ticket must be opened by the Customer to address the trouble. 36

38 Trouble Administration Process Sending Additional Trouble Comments Process for Sending Additional Trouble Comments Wholesale Customer selects and opens the appropriate ticket, chooses the Modify Attribute selection under the Ticket Tab. The Modify Attributes transaction screen opens. The customer clicks on the Ticket Info Tab, enters the appropriate comments in the Additional Trouble Info Field. The customer selects the blue Submit Button at the top right-hand corner of the screen to log and send the trouble comments. Once submitted, the additional trouble comments are logged in VFO under Additional (See How to Send Additional Trouble Info, and are sent to Fairpoint CSMC. Trouble Comments 37 Job Aid under Resources, Local, Trouble Admin on the FP Wholesale Website)

39 Trouble Administration Process Trouble Cause Codes /Disposition and Additional Trouble Comments from FP Fairpoint Cause Codes/Disposition & Additional Trouble Comments logged in VFO. Wholesale Customer selects and opens the appropriate ticket, and clicks on the Additional Info Tab. Trouble comments added to the ticket by Fairpoint technician, as well as trouble closeout Cause Codes and Disposition are logged real-time under the Info Field in the Additional Trouble Status Info section of the ticket. (See Cause and Disposition Code Job Aid under Resources, Local, Trouble Admin on the FP Wholesale Website 38 38

40 Questions? 39