Windstream Express User Guide

Transcription

1 Windstream Express User Guide Version 6.0

2 i Windstream 2009 They may not be duplicated in part or in their entirety in any paper-based or electronic format, including other training documents, reference materials, Internet or intranet sites, or as part of any other company document, without written permission from Training & Development, 4001 Rodney Parham Rd, Little Rock, AR Ver. # Date Author Revision Description 4.0 2/2009 N. Wright Updated screenshots /2010 T. Henson Revised Overview and removed Resale Multiple Orders section 6.0 1/2011 T. Henson Removed references to the Simple Port Service Request. Revised LSPAC staffed hours.

3 iii TABLE OF CONTENTS INTRODUCTION 1 Purpose...1 Scope of Training...1 Sequence of Training...1 Overview of Windstream Express...2 LSPAC...2 System Availability...2 Help Desk...2 Orders...3 LSR Review...3 Windstream Express Database...4 Rejections and Clarifications...4 Preorders...5 Trouble Management...5 Billing Disputes...5 GETTING STARTED WITH WINDSTREAM EXPRESS 6 System Requirements...6 Navigation in Windstream Express...6 Timing Out of Windstream Express...7 Logging In...8 Archived Messages...11 WORKING WITH LSR ORDERS 12 Viewing the Orders Page...12 Locked Out Orders...13 Creating a New Request...14 LSR Information...16 Form Functions...17 LSR Fields...19 Order Status...21 Database of LSR/LR Activity...23 Advanced Search Request...24 Reviewing CLOSED LSRs...28 Jeopardies...31 LSR Modified while in FOC Status...32 Issuing a Supplemental Order...33 Setting User Options...35 Updating User Information...36 Setting Default User Values...37 WORKING WITH PREORDERS 38 Preorder Database List...38 Creating Preorders...39 Automatic Preorder functions...41

4 iv Manual Preorder functions...41 Reviewing CLOSED Preorders...41 Preorder Transaction Types...42 Preorder Address Validation Inquiry Form...42 Preorder Address Validation Response Form (Ex. 1)...43 Preorder Address Validation Response Form (Ex. 2)...44 Preorder Telephone Number Assignment Inquiry Form...45 Preorder Feature/Service Availability Inquiry Form...48 Preorder Feature/Service Availability Response Form...49 Appointment Scheduling (Inquiry Only) Inquiry Form...50 Appointment Scheduling (Inquiry Only) Response Form...51 Customer Service Information (CSI) Inquiry Form...52 Customer Service Information (CSI) Response Form...53 Loop Qualification Inquiry Form...55 Loop Qualification Response Form...56 Preorder Inter/IntraLATA Availability Inquiry Form...57 Preorder Inter/IntraLATA Availability Response Form...58 Preorder CSI including Listings (E and T) Inquiry Form...59 Preorder CSI including Listings (E and T) Response Form...60 Preorder Listings for Telephone Number Inquiry Form...61 Preorder Listings for Telephone Number Response Form...62 TROUBLE MANAGEMENT 63 Trouble Ticket Database List...63 Advanced Search Screen...64 Reviewing CLOSED Trouble Tickets...65 Creating Trouble Tickets...66 Trouble Ticket Page...67 Trouble Ticket Resolution Page...68 BILLING DISPUTES 69 Communicating Billing Disputes...69 Billing Disputes Page...70 New Bill Dispute Page...71 Billing Disputes Entry Page...72 Quick Search Request...73 Advanced Search Request...74 Results of Search...75 Reviewing CLOSED Billing Disputes...75 Billing Dispute Record...76 Dispute Response Information...77 Printing from Billing Disputes Record...78

5 1 INTRODUCTION Purpose The purpose of this training is to assist CLEC, Resale Vendors, and Wireless Carriers in the use of the Windstream Express application. Scope of Training The scope of this training consists of instruction in the use of the Windstream Express web interface in communicating with Windstream concerning Order, Preorder, and Trouble Management of services. Information regarding required field entries in the LSR will not be included in this training. For detailed information regarding LSR entries, refer to the Windstream LSOP (Local Service Order Practice) Version 5, which is based on the LSOG Version 5. Sequence of Training 1. Orders 2. Preorders 3. Trouble Tickets 4. Billing Disputes

6 2 THE BIG PICTURE Overview of Windstream Express Windstream Express is a user-friendly web-based application and database that allows a CLEC, Resale Vendor, and/or Wireless Carrier to perform Preorder, Order, Trouble Management and Billing Disputes tracking. LSPAC LSRs are completed and submitted to the LSPAC (Local Service Provider Access Center) located in Harrison, Arkansas. The LSPAC may be contacted directly by dialing , Monday through Friday, 7 a.m. to 6 p.m. CT. System Availability Windstream Express is available from 6 a.m. 11 p.m. CT Monday-Saturday and from 9 a.m. 11 p.m. on Sunday. Help Desk For system related problems, please contact the Windstream Help Desk at telephone number , Option 1. The Windstream Help Desk is available from 6 a.m. 5 p.m. CT, Monday through Friday. If you experience problems outside of these normal business hours, follow the prompts for assistance.

7 3 THE BIG PICTURE Orders LSR Review LSRs are created and submitted through the Windstream Express web-based interface. Once a submitted LSR is opened for review by LSPAC, it is processed and either accepted or rejected. If the LSR is rejected, the CLEC or Reseller will be notified via Windstream Express. Field edits on each form automatically validate the LSR prior to being accepted and sent to a queue for the LSPAC. The edits are based on Windstream LSOP (Local Service Ordering Practice) Version 5 based on LSOG Version 5. If a field is not valid when a Vendor attempts to submit a LSR, a report of errors will be generated to assist in correcting the field errors on the LSR before submitting it again. After LSPAC receives an LSR, they perform an additional review to validate all fields. Once an LSR is accepted and a due date established, a FOC (Firm Order Confirmation) is sent to the CLEC/Reseller as a LR (Local Response).

8 4 THE BIG PICTURE Windstream Express Database A database containing a list of all LSR/LR activity/data for a Vendor is created in Windstream Express. This database is available for querying and producing reports. The Vendor may view the status of multiple requests for a particular area (state) in the database. The following information may be queried: PON (Purchase Order Number) TN (Telephone Number) CC (Company Code OCN, Operating Company Number) Order Status (Submitted, etc.) DD (Due Date) NOTE: Each vendor s data is partitioned with secured access so that no vendor could possibly view another vendor s data. Rejections and Clarifications Certain types of LSR errors such as address problems and customer name/billing discrepancies are not automatically edited by Windstream Express. Rejections and clarifications for these types of errors will be processed manually by the LSPAC. Jeopardy Notifications will be sent via Windstream Express to the Vendor for reasons such as, a Due Date is missed, no access is available, or no facilities are available.

9 5 THE BIG PICTURE Preorders Certain Preorder transactions are available in Windstream Express. These Preorder transactions include: Address Validation Telephone Number Assignment Feature/Service Availability Appointment Scheduling (Inquiry Only) Customer Service Information (CSI) Loop Qualification Inter/IntraLATA Availability CSI including Listings (E and T) Listings for Telephone Number Trouble Management These transaction types are defined in the LSOG Pre-Order Process (POP) Transaction Guide. PreOrder transactions used to obtain Customer information are available only for Windstream end users. Trouble tickets for the repair issues can be created and managed through the Windstream Express interface. Billing Disputes Windstream Express contains a method of disputing billing errors charged to the vendor. LSPAC will use the Billing Disputes functionality to communicate with the vendor the status of their dispute.

10 6 GETTING STARTED WITH WINDSTREAM EXPRESS System Requirements Navigation in Windstream Express To access the Windstream Express web-based application, a Vendor will need internet access using Microsoft Internet Explorer version 5.0 or higher as the browser. Netscape and other non-ie web browsers are not supported by the application and may cause errors in operation. It is important that the buttons and links built into the Windstream Express web interface are used to navigate through the screens. Avoid using the Enter key or the browser s Back, Forward, and Stop buttons. Also, avoid using the Backspace key while your computer cursor is in a drop-down menu. Using these could disrupt the proper transfer of information in Windstream Express and could cause delays in the provisioning of services due to errors in the service requests.

11 7 GETTING STARTED WITH WINDSTREAM EXPRESS Timing Out of Windstream Express If you are using Windstream Express and do not perform any actions such as clicking a link or button on the web interface for 90 minutes or longer, you will be timed out of the system and will be prompted to log in again. This is important to monitor, especially when completing an order with multiple telephone numbers where you might be working on a single screen for an extended period of time. After logging into Windstream Express, a Session Timer will appear in the bottom left corner of your browser window for monitoring the time remaining before being timed out of a screen. Two minutes before timing out of a screen, the warning message above will pop up. When timed out, the above message will pop up.

12 8 GETTING STARTED WITH WINDSTREAM EXPRESS Logging In Windstream Express is accessed through the following URL on the internet: You will receive the following screen: Login link Click on Click Here to Login to access the Login screen.

13 9 GETTING STARTED WITH WINDSTREAM EXPRESS Logging In (cont.) Type in User ID and Password and click Login. Retrieve password Change password NOTE: You can retrieve your password if forgotten or change your password by clicking on the Forget Password or Change Password buttons and following the prompts.

14 10 GETTING STARTED WITH WINDSTREAM EXPRESS Logging In (cont.) After pressing Login, you next see the Windstream Express Home Page. Important messages will be displayed in this section. The Windstream Express Home Page contains links to the following options: Orders LSR entries Preorders Preorder task entries Billing Disputes Communication of billing issues Trouble Tickets Trouble management User Options Template for preset entries on LSR forms Help Process information Logout Exit Windstream Express application Archived Messages All messages previously posted on the Windstream Express home page

15 11 GETTING STARTED WITH WINDSTREAM EXPRESS Archived Messages Clicking the Archived Messages link on the Windstream Express home page brings you to the Express Archived Messages screen. Here you can search for any message previously posted on the Windstream Express home page.

16 12 WORKING WITH LSR ORDERS Viewing the Orders Page Clicking on the Orders link opens the screen below. New Request link Advanced Search link Quick Search menu LSR/LR Database list From the Order page, the following actions can be performed: Create a New Request View and sort orders in the LSR/LR Database list Perform a Quick Search in the LSR/LR Database Perform an Advanced Search in the LSR/LR Database

17 13 WORKING WITH LSR ORDERS Locked Out Orders If you attempt to access an order at a time someone else has that same order open, the order will be locked out. If you open a locked out order, it will display under the Locked By heading who has the order open and have the words READ ONLY displayed on the screen. All fields will be grayed out and inaccessible during the time an order is locked out. Once the other user has exited the order, you can access the order by clicking the Orders link and opening the order in the usual manner.

18 14 WORKING WITH LSR ORDERS Creating a New Request Clicking the New Request link on the Orders Page opens the New Request screen shown below. The fields required to enter a new request are: Purchase Order # (PON) - This field is alpha/numeric and can contain up to 16 characters. Duplicate PONs are not allowed within the same OCN. (This is an automatic edit performed by Express.) OCN/State - This drop-down list contains the available OCN/State combination available for the user. Request Type - This drop-down list allows Vendors to choose between either Initial or Multi Firm Orders. Options: - B Firm Order Initial - M Firm Order Multi Initial (Resale vendors only)

19 15 WORKING WITH LSR ORDERS Creating a New Request (Cont.) Service Type - This drop-down list displays the available Service Types a Vendor may request. The list is a subset of Windstream-allowed Service types. Service types are listed in Windstream s LSOP, LSR, field 23, 1 st Character. Options for Request Type - B Firm Order Initial are: - Loop Service - Loop Service with Number Portability - Number Portability - Resale - Port/Unbundled Local Switching - Directory Assistance - Directory Listing - Directory Listing and Assistance - Resale Private Line - Resale Frame Relay - Port/Loop Service and Unbundled Local Switching - DID Resale - CENTREX Resale Activity Type - This drop-down list shows the available activities that can be requested for the Service Type. Only activities allowed for the Service Type can be selected based on the ACT field guidelines from Windstream s LSOP LSR and DSR forms. Buttons The RESET button will clear all the values in the input boxes. The SUBMIT button will create a New Request in the system using the values entered. The CANCEL button will return the USER to the Home Page.

20 16 WORKING WITH LSR ORDERS Creating a New Request (Cont.) After pressing the Submit button, the LSR screen shown below will open. Field Print LSR Information History Print Form Print LSR Information The first line of information contained at the top of the LSR screen includes key LSR information such as PON, Status, Service Type, Activity Type, Current Version as well as the following buttons: History Lists a history of activities for the LSR Field Print Lists the fields included in the LSR along with their reference in LSOG in a printer-friendly format Form Print Displays the LSR form in a printer-friendly format

21 17 WORKING WITH LSR ORDERS Creating a New Request (Cont.) Form Selection buttons LSR Form Action buttons Form Navigation links Form Functions Form Selection Buttons User completes the required portions. The buttons available on this screen change according to the Service Type and Activity Type chosen on the previous screen. Form Navigation Links User can select links to scroll to different parts of the form

22 18 WORKING WITH LSR ORDERS Creating a New Request (Cont.) Form Functions (Cont.) LSR Form Action Buttons The following actions may be performed on the LSR: - Cancel Order Invalidates the LSR and places it in a final status of cancelled. A LSR can only be cancelled prior to being reviewed by LSPAC. A LSR cannot be changed or re-opened once it is cancelled. - Validate Validates whether information placed in fields of the LSR form is formatted correctly. - Save Saves LSR form information for future editing. - Submit Performs field validations and, if correct, submits LSR to LSPAC for review.

23 19 WORKING WITH LSR ORDERS Creating a New Request (Cont.) LSR Fields LSR Fields In the example above we are creating an order for new service. Required fields will be highlighted in pink. Fields that are grayed out have either been pre-populated or they are prohibited. NOTE: Some fields are required as a condition to other fields being populated. These conditional fields will need to be populated before the form is validated. Helpful Hint: Positioning the cursor over any of the field names will cause a popup message to be displayed showing more characteristics of the specified field, such as the LSOP Field Number, the Field Description, the Field Type (alpha, numeric, alphanumeric), the Field Length, and other necessary format information.

24 20 WORKING WITH LSR ORDERS Creating a New Request (Cont.) Validating Field Entries After completing the required fields of the LSR, select the Validate button for Windstream Express to perform a field edit. If all fields are valid, a message will inform you The request has no field validation errors. If there are errors or there are necessary fields left blank, you must correct the error or fill in the blank. If errors exist, you will see a list of Field Validation Errors as shown above. Notice that errors are categorized by LSR section and field.

25 21 WORKING WITH LSR ORDERS Order Status Once an order has been submitted, its progress can be tracked in Express by selecting the History button. Above is an example of an order that has gone through five statuses and is in COMPLETED status. Notice that each status is automatically time-stamped by Windstream Express. The status conditions include the following: INITIAL -Order has been created, but not submitted to Windstream for processing. SUBMITTED - Vendor has submitted the order to Windstream. IN-REVIEW - Windstream has received and opened order to begin processing. FOC - Order has been processed and Vendor notified of installation date. COMPLETED - Order finished, end-user has dial tone. JEOPARDY - Due date is in danger of being missed. REJECT - Error exists on LSR and LSPAC has requested clarification. CANCELLED - Vendor had cancelled order. SUPP Vendor is making changes and has not submitted it yet. ICSC Submitted Circuit being assigned ICSC In-Review In ICSC queue for review

26 22 WORKING WITH LSR ORDERS Receiving a Local response Once a LSR has been reviewed and received a response from LSPAC, the LR (Local Response) can be viewed from the LSR screen. Select the LR button from the Form Selection buttons on the LSR screen to view the Local Response. The Local Response will indicate whether the LSR has received a FOC or was Rejected or placed in Jeopardy. (Refer to the Response Type - RT field of the LR.)

27 23 WORKING WITH LSR ORDERS Database of LSR/LR Activity Selecting the Orders link from any page takes the user to the database list of LSR/LR activity for their OCN. Advanced Search link Quick Search menu Arrows used to sort a category From this screen, individual LSRs can be accessed by clicking on their PONs. To facilitate locating certain LSRs, the following actions can be performed from this page: Sort LSRs by a category by selecting the arrows at the top of a column Perform a Quick Search of LSRs Perform an Advanced Search of LSRs Note: Each vendor s data is partitioned with secured access so that no vendor could possibly view another vendor s data.

28 24 WORKING WITH LSR ORDERS Database of LSR/LR Activity (Cont.) Advanced Search link Advanced Search Request The Advanced Search link provides a method of searching for LSRs according to selected criteria. To begin an Advanced Search, select the Advanced Search link at the top of the LSR/LR database list. The Search Request screen will display.

29 25 WORKING WITH LSR ORDERS Advanced Search Request (Cont.) Menu continued on next page

30 26 WORKING WITH LSR ORDERS Advanced Search Request (Cont.)

31 27 Advanced Search Request (Cont.) You can select from the following fields to isolate certain LSRs: PON - Accepts any alphanumeric values/can be wild-carded. Order Status - Allows selection of one or more Request Status values. Service Type - Allows selection of one or more Service Type values. Activity Type - Allows selection of one or more Activity Type values. Company - Allows selection of one or more Company values that the user has access. OCN - Allows selection of one or more OCN Values that the user has access. State - Allows selection of one or more State values. UserID- Accepts any alphanumeric values/can be wild-carded. Service Order # - Accepts any alphanumeric values/can be wildcarded. Customer Name - Accepts any alphanumeric values/can be wildcarded. AN - Accepts any alphanumeric values/can be wild-carded. ATN - Accepts any alphanumeric values/can be wild-carded. Due Date - Accepts any date range. Last Mod Date - Accepts any date range. NOTES: Use * as a wild card in a search. Select multiple items from a drop-down or from a scrolling-list by holding hold down the CTRL key and clicking each value desired in the search. Leave a search value blank if you do not want to use it in a search.

32 28 Reviewing CLOSED LSRs If a LSR has been placed in CLOSED status, it no longer appears on the LSR Database list. Do an Advanced Search and select the CLOSED Order Status checkbox to retrieve a CLOSED LSR. Then, CLOSED LSRs are included in the search results. LSRs are CLOSED according to the following schedule: CANCELLED LSRs moved to CLOSED after 15 calendar days COMPLETED LSRs moved to CLOSED after 15 calendar days JEOPARDY LSRs moved to CLOSED after 35 calendar days INITIAL LSRs moved to CLOSED after 30 calendar days REJECTED LSRs moved to CLOSED after 30 calendar days SUPP LSRs moved to CLOSED after 31 calendar days

33 29 WORKING WITH LSR ORDERS Quick Search Request Windstream Express has the capability of conducting a Quick Search of the LSR/LR database. The Quick Search menu contains fourteen categories from which to choose. The categories correspond with each column of data found in the database list. To perform a Quick Search, click the drop-down menu, choose a category, and type in any value to complete your search. (Remember, you can use the wildcard *.) Select GO and you will receive a response that includes orders with the criteria that you included in your search. Under due date category add /SPDD/T after what is currently there. Same list Add to ATN /SPP TN Add to the last one listed AN Add /SPAN.

34 30 WORKING WITH LSR ORDERS Quick Search Request (Cont.) The example above shows a response a Category of STATUS, with a value of CANCELLED. The categories available for a Quick Search are: PON Due Date/SPDD/T Company Status State Activity Type Last Activity Date OCN Service Type Customer Name ATN/SPP TN User ID Service Order AN/SPAN

35 31 WORKING WITH LSR ORDERS Jeopardies Jeopardy status The LSPAC will respond, through Express, when an order is in Jeopardy status. To view the reason for the Jeopardy, view the Local Response for the PON. The reason will be indicated in the remarks section and/or the RDET field of the LR (Local Response) screen of the LSR. Windstream Express will automatically place Jeopardy orders in CLOSED status after 60 days. They will be purged from the system at a later date.

36 32 WORKING WITH LSR ORDERS LSR Modified while in FOC Status Check mark indicating change to LSR while in FOC status. When an LSR is in FOC status and modifications (other than a status change) have been made to the LR page, a check mark appears to alert the user that modifications have been made to the LSR since the last time it was viewed.

37 33 WORKING WITH LSR ORDERS Supp button Issuing a Supplemental Order When an order is placed in Jeopardy status, a new button will appear allowing the Vendor to issue the supp (supplemental) order. By clicking on the Supp button, the Vendor s order will be updated to the next version. All necessary changes can be made and the order resubmitted. The order cycle starts again from the beginning.

38 34 WORKING WITH LSR ORDERS Issuing a Supplemental Order (cont.) Above is the History screen of an order that was placed in Jeopardy (Version 0) and then Supped. Notice that the order cycle has started over again (Version 1).

39 35 WORKING WITH LSR ORDERS Setting User Options The User Options function of Windstream Express allows the User to do the following: Update User Information Set Default User Values for Windstream Express forms User Options link The User Options menu can be accessed by selecting the User Options link on any of the screens. From the menu you can select either the User Information or Default User Values links.

40 36 WORKING WITH LSR ORDERS Setting User Options (Cont.) Updating User Information Selecting the User Information link on the User Options menu opens the screen above. The following information can be updated: Address Receive Notifications Password Recovery Question Password Recovery Answer After making changes to any of these fields, select the Update button to save the changes.

41 37 WORKING WITH LSR ORDERS Setting User Options (Cont.) Setting Default User Values Selecting the Default User Values link on the User Options menu opens the screen above. From this screen the User may prepopulate any fields that contain information common to all LSRs submitted. This will streamline the LSR creation process by eliminating the need to re-key information that recurs on all LSRs submitted for a particular OCN. Once the information has been entered into the form, select Submit and these fields will be prepopulated in all future LSRs created in Windstream Express by that User ID. NOTE: Although setting Default User Values will pre-populate fields in future LSRs, the information in those pre-populated fields can be edited if desired.

42 38 WORKING WITH PREORDERS Certain Preorder transactions are automated through the Windstream Express web interface. New Preorder link Preorders link Quick Search menu Advanced Search link Preorder Database List The Preorders database list screen is accessed by selecting the Preorders link at the top of any screen. This screen provides a database listing of preorder activities similar to the one found for LSR/LRs. Also, it includes the same Advance Search and Quick Search capabilities found in the LSR/LR database list. The database list contains the following fields: TXNUM - A system-generated transaction number used to uniquely identify a Preorder. The TXNUM field is a hyperlink to display or edit Preorder details. Date Sent Status OCN Code Transaction Type Activity Type UserID Last Activity Date/time.

43 39 WORKING WITH PREORDERS Creating Preorders The New Preorder screen is accessed by selecting the New Preorder link from the Preorder database list screen. From this screen, select the following: OCN/State Preorder Transaction Type Activity Type

44 40 WORKING WITH PREORDERS Creating Preorders (Cont.) These transaction types are defined in the LSOG Pre-Order Process (POP) Transaction Guide as field #4 TXTYP. The Preorder Transaction Types available include: A - Address Validation B - Telephone Number Assignment C - Feature/Service Availability D - Appointment Scheduling E - Customer Service Information (CSI) H - Loop Qualification L - Inter/IntraLATA Availability M - CSI including Listings (E and T) T - Listings for Telephone Number The Activity Types available include: A - New Inquiry K - Cancel Selection E - Selection R - Reservation Once the selections are made, select the Submit button to enter the form. The Preorder will be assigned a unique system generated transaction number (TXNUM) and the Preorder form screen will open.

45 41 WORKING WITH PREORDERS Creating Preorders (Cont.) Automatic Preorder functions If the Preorder is handled automatically by the Windstream Express application, the status will change to COMPLETE and the appropriate response code and description will be returned when the Preorder is submitted. Manual Preorder functions If the Preorder is handled manually, as with TN Assignment, the Preorder will remain in SUBMITTED status until LSPAC works the Preorder. LSPAC will select Preorders in SUBMITTED status and open them for review. When this is done, the status will change to IN REVIEW. While the Preorder is in IN REVIEW status, the CLEC/Reseller cannot modify it. After LSPAC has performed their work, they will complete the Preorder by entering the appropriate response code and description and placing the preorder in COMPLETE status. After thirty days, Preorder inquiries in COMPLETE status will be migrated to the CLOSED status. Reviewing CLOSED Preorders If a Preorder has been placed in CLOSED status, it will no longer appear in the Preorder Database list. The only method of retrieving a CLOSED Preorder is to perform an Advanced Search and select the CLOSED Order Status checkbox. CLOSED Preorder will then be included in the search results. Preorders are CLOSED according to the schedule below: COMPLETED Preorders moved to CLOSED after 1 day CANCELLED Preorders moved to CLOSED after 2 days INITIAL Preorders moved to CLOSED after 30 days

46 42 WORKING WITH PREORDERS Preorder Transaction Types Preorder Address Validation Inquiry Form Preorder Address Validation gives the vendor the ability to verify the address given by their customer. The vendor will enter the Working Telephone Number (WTN) OR the Fielded Service Address. The input form will verify either the WTN or the Fielded Service Address is entered. NOTE: For Address Validation, enter either WTN or Fielded Service Address, not both.

47 43 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Preorder Address Validation Response Form (Ex. 1) Response Remarks If a WTN was used for the Preorder and a match is found, the Service Address information associated with that WTN will be retrieved.

48 44 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Preorder Address Validation Response Form (Ex. 2) Response If a Service Address was used for the Preorder, a response will be provided in the RESPD field.

49 45 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Preorder Telephone Number Assignment Inquiry Form TN Assignment allows a vendor the ability to request and reserve a telephone number(s) and assign that number to an end user. The processing of Telephone Number Assignment Preorders is manual. Activity Types for Telephone Number Assignment New Inquiry A response will be given to request but number is not reserved. If a reservation is made later, the reservation must be a separate preorder with a different PON. Selection Both an inquiry and a reservation are performed using the same PON. Cancel Selection Cancels a selection. Reservation Reserves a number. A different PON from the one used for New Inquiry must be used.

50 46 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Preorder Telephone Number Assignment Inquiry Form (Cont.)

51 47 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Vendors can request specific TNs, new random TNs, Sequential TNs, or a range of TNs. This is accomplished by specifying the TNTYPE on the TN assignment form. Available TNTYPEs are included in a drop down box for this field. TN assignments are based on location. Besides the TN information, one of the following must be entered on the TN assignment inquiry form: Service Address, LSO, or LST. Preorder Telephone Number Assignment Response Form Response

52 48 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Preorder Feature/Service Availability Inquiry Form The Feature/Service Availability Preorder allows a vendor the ability to see what features and services are available at a location.

53 49 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Preorder Feature/Service Availability Response Form Response Available Features/Services The list of available features and services is assembled and presented to the vendor with the appropriate LSOG defined response code/description.

54 50 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Appointment Scheduling (Inquiry Only) Inquiry Form The Appointment Scheduling Preorder function in Express will consists of providing the vendor a list of standard appointment intervals based on the type of service requested (Resale versus UNE). This function is an inquiry only, and the vendor does not have the ability to reserve or cancel an appointment from Express.

55 51 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Update Screenshot Appointment Scheduling (Inquiry Only) Response Form Response for Resale Response for UNE Loop The response indicates the date services would be available if ordered on the current date.

56 52 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Customer Service Information (CSI) Inquiry Form The CSI function in Express is similar to an Address Validation lookup, except additional customer information is retrieved and displayed on the Windstream Express result page. The vendor must enter the main account Telephone Number (ATN) OR the Working Telephone Number (WTN), but not both. The vendor can optionally enter the Service Address. The vendor will not be able to perform a CSI inquiry by a provider-supplied Exchange Company Circuit ID (ECCKT).

57 53 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Customer Service Information (CSI) Response Form The Customer Service Information response form includes: Customer Address information All TNs to the main BTN All Features and Services on TNs PIC and IPIC Response Continued on next page

58 54 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Customer Service Information (CSI) Response Form continued from previous page. The information is assembled on an Express response form, with the appropriate LSOG defined response code/description.

59 55 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Loop Qualification Inquiry Form The Loop Qualification Preorder allows a vendor to perform DSL lookups.

60 56 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Loop Qualification Response Form The response to a Loop Qualification lookup identifies available services in the area indicated.

61 57 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Preorder Inter/IntraLATA Availability Inquiry Form These forms are similar to Feature/Service Availability Preorder forms. The vendor must supply an NPA/NXX to perform an Inter/IntraLATA Availability lookup.

62 58 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Preorder Inter/IntraLATA Availability Response Form Response PICs A list of PICs are returned on the Windstream Express response form in random order.

63 59 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Preorder CSI including Listings (E and T) Inquiry Form The CSI including Listings (E and T) preorder screen is used to preorder directory listing as well as customer service.

64 60 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Preorder CSI including Listings (E and T) Response Form

65 61 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Preorder Listings for Telephone Number Inquiry Form The Listing for Telephone Number preorder screen is used to preorder directory listing for the telephone only.

66 62 WORKING WITH PREORDERS Preorder Transaction Types (Cont.) Preorder Listings for Telephone Number Response Form

67 63 TROUBLE MANAGEMENT Windstream Express provides a user-friendly interface for submitting and managing Trouble Tickets submitted to Windstream. New Ticket link Trouble Tickets link Advanced Search link Quick Search menu Trouble Ticket Database List The Trouble Ticket database list screen is accessed by selecting the Trouble Tickets link at the top of any screen. This screen contains a database listing of Trouble Ticket activities similar to the one found for LSR/LRs. Also, it includes the same Advance Search and Quick Search capabilities found in the LSR/LR database list. The database list contains the following fields: Ticket Number Status OCN Code User ID Last Activity Date Customer Name Company State

68 64 TROUBLE MANAGEMENT Advanced Search Screen When using the Advance Search feature for searching the Trouble Ticket database, the following search options are available: Ticket Number Ticket Status Company OCN State User ID Customer Name Activity Date

69 65 TROUBLE MANAGEMENT Reviewing CLOSED Trouble Tickets Trouble tickets that are in CLOSED status will appear in the Trouble Ticket database list for three days after they have been closed, unless they have been modified. Then, it will display for three days from the last modification date. After a CLOSED Trouble Ticket has been removed from the database list, the only method of retrieving it is to perform an Advanced Search and select the CLOSED Ticket Status checkbox. CLOSED Trouble Tickets not listed in the database list will then be included in the search results. Note: CANCELLED Trouble Tickets are moved to CLOSED status after seven days.

70 66 TROUBLE MANAGEMENT Creating Trouble Tickets The New Ticket screen functions in similar fashion to the LSR Request Create Screen. The only data required to create a Trouble Ticket is the OCN/State. Available OCN/State combinations are provided in the drop-down menu.

71 67 TROUBLE MANAGEMENT Creating Trouble Tickets (Cont.) Once an OCN/State is selected from the New Ticket screen and the Submit button selected, the Trouble Ticket Form page is opened. Trouble Ticket Page This form is used to complete the Trouble Ticket. After completing the form, select the Submit button to send the Trouble Ticket to the Windstream Repair Center.

72 68 TROUBLE MANAGEMENT Trouble Ticket Resolution Page A response to a Trouble Ticket will be returned from the Windstream Repair Center on the screen above.

73 69 BILLING DISPUTES Communicating Billing Disputes The Billing Disputes function of Windstream Express provides a method to perform the following: Communicate billing disputes with LSPAC Track the status of billing disputes Note: If you have not gone through the previous sections of this user guide and are not familiar with the Windstream Express system, you will want to review the section titled, Getting Started with Windstream Express (pgs. 6-10), before proceeding through the Billing Disputes section.

74 70 BILLING DISPUTES New Dispute link Billing Disputes link Advanced Search link Quick Search menu Dispute Database list Billing Disputes Page The Billing Disputes page is accessed by selecting the Billing Disputes link at the top of the screen. This page provides the following options: New Dispute Create a new dispute to be entered in the database for LSPAC to review Quick Search Quickly search for previously entered disputes Advance Search Search for previously entered disputes using more advanced filtering Dispute Database List Listing of previously entered billing disputes Note: Dispute database list items can be sorted by clicking the arrows at the top of each column.

75 71 BILLING DISPUTES Billing Disputes link New Bill Dispute Page To enter a new billing dispute, click the New Disputes link on the Billing Disputes page. The New Bill Dispute page will display. Choose the correct OCN and State from the drop-down menu. Choose the Submit button. Next, the Billing Dispute Entry page will display.

76 72 BILLING DISPUTES Billing Disputes Entry Page On the Billing Disputes Entry page, disputes can be entered for submission to the LSPAC for investigation. Up to 25 disputes can be listed for submission on this screen. For each dispute being submitted, enter the EU_TN, ASOC, and ASOCDSC. Enter the Amount of the dispute in the AMNT fields. In the RSN field, enter the reason for disputing the charge. After entering the dispute(s), you can click the following: Cancel Dispute Cancels dispute communication Validate Validates that all fields are enter in correct format. A report is produced that list any problems. Save Saves dispute in Initial status to be worked on at a later time. It is not submitted to LSPAC for review Submit Validates all field entries and submits dispute to LSPAC for review

77 73 BILLING DISPUTES Quick Search menu Quick Search Request Windstream Express has the capability of conducting a Quick Search of previously entered disputes in the database. The Quick Search menu contains several categories from which to choose. The categories correspond with each column of data found in the database list. To perform a Quick Search, click the drop-down menu, choose a category, and type in a value in the Value field. (Remember, you can use the wildcard *.) Select GO and you will receive a list that includes disputes with the criteria that you included in your search.

78 74 BILLING DISPUTES Advanced Search Request The Advanced Search provides a method of searching for disputes according to selected criteria. To begin an Advanced Search, select the Advanced Search link at the top of the database list page (see pg. 70). The Search Disputes screen will display (shown above). Search criteria can be entered into the Advance Search form to better locate the desired dispute for review. Click the Submit button to receive the results of your search. NOTE 1: Use * as a wild card in a search. NOTE 2: To select multiple items from a scrolling-list, hold down the CTRL key and click on each value that is desired in the search. NOTE 3: Leave a search value blank if you do not want to use it in a search.

79 75 BILLING DISPUTES Hyperlinks to open individual dispute records Results of Search The result of performing either an Advanced Search or a Quick Search will be a list of disputes matching the criteria entered in the search. In the example above, the search was for disputes listed as in their Initial Status. To open a dispute record for review, click on the record number for a dispute in the TXNUM column. The dispute record will display (see next page). Reviewing CLOSED Billing Disputes Billing Disputes that are in CLOSED status will appear in the Billing Disputes database list for three days after they have been closed, unless they have been modified. Then, it will display for three days from the last modification date. After a CLOSED Billing Dispute has been removed from the database list, the only method of retrieving it is to perform an Advanced Search and select the CLOSED Display Status checkbox. CLOSED Billing Disputes not listed in the database list will then be included in the search results. Billing Disputes are moved to CLOSED status according to the following schedule: RESOLVED Billing Disputes moved to CLOSED status after 14 days CANCELLED Billing Disputes moved to CLOSED status after 7 days

80 76 BILLING DISPUTES Dispute Request button Dispute Response Billing Dispute Record After performing a search and clicking a record number, the original dispute will display. On the dispute record screen are two buttons: Dispute (Rqst) Clicking this button will display the original request (default view not shown here). Dispute (Rspns) Clicking this button will display the response from LSPAC to the dispute (shown above).

81 77 BILLING DISPUTES Dispute Record Information Adjustment Reason Field Dispute Response Information The first line of information contained at the top of the dispute response screen includes key record information, including: Dispute Number Status Telephone Number Total Dispute Amount Total Credited Amount If the LSPAC has provided a response to a dispute, there will be an ADJRSN field containing the response. The amount adjusted, if any, will be listed in the ADJAMNT field. You may also see an ADJTAX entry.

82 78 BILLING DISPUTES Field Print Dispute History Form Print Printing from Billing Disputes Record The following buttons are available for printing billing dispute records: History Lists a history of activities for the dispute Field Print Provides a list of the fields included in the dispute in a printer-friendly format Form Print Displays the entire dispute form in a printerfriendly format

83 79 End of Document