FairPoint Change Mgt Meeting & Wholesale User Forum

Transcription

1 FairPoint Change Mgt Meeting & Wholesale User Forum Rich Murtha - Vice President Wholesale Customer Operations February 12, 2015

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

3 Agenda 1:30PM to 3:00PM Wholesale User Forum & Change Management Process Agenda 1:30PM to 1:40PM 1:40PM to 2:30PM 2:30PM to 2:45PM 2:45PM to 2:55PM 2:25PM to 3:00PM Introductions Agenda Special Topics: Work Stoppage Operational Issues Wholesale Sales Team Update WHD/WSC Type 1 Change Request (CR) Review Type 2, 3, 4, and 5 Change Request (CR) Review Wrap Up, General Notifications, Next Steps, Closing 2

4 FairPoint Change Mgt Meeting & Wholesale User Forum Work Stoppage Operational Issues Rich Murtha - Vice President Wholesale Customer Operations

5 Wholesale User Forum and Change Management Process Questions 4

6 FairPoint Change Mgt Meeting & Wholesale User Forum Operational Review: Billing Tom Nolting - Vice President Billing Support & Revenue Assurance

7 Working Session Operational Review Billing BDT Quality Improvement CR4046 deployed 12/4/14 with testing showing valid primary ID on 97% of the listing services. Resolved inconsistencies with how charges displayed. Addressing remaining small pockets of live listing and Kenan components that are missing the TN attribute matching between MetaSolve, Siebel, Network and other sources. Trouble Ticket Billings New automation & capabilities for dispatch completed in Q1 of 2014; missing portions of valid billable charges that subsequently invoiced in Q3/Q4. Aware of some volume of Trouble Ticket billings subject to claims. Status Ongoing Disputes & Billing Activity Disconnected Services monitoring backlogs/fallout through Work Stoppage to resolve orders to flow with all owed credits applied. ARC charged as taxes CR3060 effort to correct surcharges, FUSF, SLC inconsistencies; resolved with last deployment on 9/1/

8 Working Session Operational Review Billing Ongoing Disputes & Billing Activity (Continued) Local Usage Cap Issues - One example April 14 of cap logic not applying correctly Centrex service. Aren t finding review of logic what is not working correctly. Current examples would help capturing the primary concern in CR. Incorrectly billing multiple quantities - Reporting USOC s (e.g. EEL Mileage) should bill as 1 unit shown with multiple charges and requires additional work to verify quantity and rates. Need further specification and examples of concern. Resale - Reassigned/Swapped numbers still billing under the old number which no longer exists in system. Current releases to add Charging for DL Migrations. Insuring Effective Receipt of Claims Website: Template and guidance can be found under Additional Billing Documents Items that are causing files not to be uploaded: 1. There is more than one customer claim ID per submitted file 2. Claim Type is incorrect or invalid 3. Wrong Template is used 4. Missing Circuit # s (i.e. add NA if there is nothing) 7

9 Wholesale User Forum and Change Management Process Questions 8

10 FairPoint Change Mgt Meeting & Wholesale User Forum Wholesale Sales Team Update, Datacenter Retail Collocation Michelle Owczarzak - Vice President Wholesale Sales Robert Moran - Senior Product Manager

11 What is Datacenter Collocation Secure, controlled data center space for computing and storage equipment Includes Power and Network Connectivity A cost-efficient alternative to building and maintaining a private or on-premises facility

12 Why Customers Use Collocation Primary or Secondary Data Center Lease vs. Build: Cost Effective, Pay as you Grow Customers needs additional IT capacity and either do not have the required capital investment, are not incented to purchase additional real-estate or do not want to take on a major construction project Space Requirements Uncertain: Elasticity Customers compute or storage needs are uncertain or may fluctuate over time as a function of their business environment and they require the ability to scale their infrastructure to better match their operating costs with company revenue Disaster Recovery: Off-Site Reliability, Business Continuity Customers require secure and reliable off-site capacity for business continuity

13 Cloud Provider Point Of Presence Cloud solutions are growing at very high rate. IaaS is growing 38% annually (Gartner, 2014) SaaS is growing at 19% annually (Gartner, 2014) As Cloud providers grow their business, they often need to scale their solution into regions further away from their datacenter Satellite datacenters increase performance (reduce latency) and off-loads the primary and secondary datacenters 12

14 Datacenter Features (varies by location) Type: Cage (over 300 sq ft); Full Rack (42 RU); Half Rack Power: 110Vac / 208Vac / 20A, 30A, or 50A circuits Generator backup with fully redundant power feeds from diverse PDU Security: 24x7x365 biometric and keycard customer access 24X7 Video Monitoring Environment: Redundant HVAC systems (heating/cooling) VESDA smoke detection fire suppression system Leak/water detection system Compliance SOC certification in 2015 Network Connectivity CES or WAVE (separate purchase required) Meet me room Other: Loading docks & freight elevator Equipment staging area and Customer lounge 13

15 Why Choose FairPoint As the regional ILEC, FairPoint is a large and stable company who you can trust with your colo business FairPoint s colo customers benefit from the same robust infrastructure that is used to protect our COs and Datacenters supporting 911 & local phone service FairPoint owns our own facilities which reduces your risk and enables FairPoint to deliver very competitive pricing compared to our competitors With hundreds of COs and Datacenters in our footprint, FairPoint has the ability to build datacenters in locations required by our customer 14

16 Datacenter Collocation If you require Datacenter Collocation Let us help you attain your goals. Please contact your account team for further information 15

17 Wholesale User Forum and Change Management Process Questions 16

18 Benefits of Datacenter Collocation Cost-Effective: Reduces the capital and operational costs of housing and protecting mission-critical systems Scalable: Modular, pay-as-you-grow design ensures businesses pay only for what they need and scale capacity as they grow Physically Secure: Monitored facility ensures industry leading physical security of equipment and data Highly Reliable: Power, environment and network connectivity backed by highly available, redundant subsystems 17

19 FairPoint Change Mgt Meeting & Wholesale User Forum WHD-Wholesale Help Desk & WSC-Wholesale Service Center Theresa Sampietro Sr. Specialist Wholesale Support Susan Corthell Sr. Manager - Wholesale Service Center Henry Lopez Sr. Manager - Wholesale Customer Relations

20 WHD-Wholesale Help Desk: Who s Who Two Senior Specialists Theresa Sampietro Sarah Grant 19

21 WHD-Wholesale Help Desk: General Information The Wholesale Help Desk (WHD) is the single point of contact for: System Availability Problems/slowness with system interfaces for Local, Access and Trouble Admin services (VFO, WCP, etc.) User ID & Password Changes System and Business Rule Errors Returned responses inconsistent with current posted Error Message or the Business Rules. Billing/C2C/PAP Reports Issues with receiving Daily Usage Feed (DUF), C2C/PAP and other reports. Notifications/Inquiries VFO/eBond/UOM/NDM notifiers, Loop Qualification and Line Loss report issues Business Rules/Process Assistance Assistance in locating documentation and/or clarification of Business Rules or Pre- Order/LSR/ASR/TA submission processes to promote single-pass performance. Entering a Trouble Ticket in VFO Trouble Admin Module 20

22 Trouble Admin Page on the Wholesale Website Importance of using VFO for TT Resources Tab Local and/or Access Page Scroll down 21

23 WHD-Wholesale Help Desk: How to Contact There are 3 methods of reporting issues to the Wholesale Help Desk. Create a Self Service Ticket in the Wholesale Customer Portal (WCP) URL: wcp.fairpoint.com details to the Wholesale Help Desk [email protected] Call (Mon.-Fri. 8AM-5PM, Eastern) 22

24 WSC-Wholesale Service Center: Who s Who Center Manager Susan Corthell Team Leaders: Brian Petersen ASR Deborah Pearson LSR Douglas Clements LSR Nancy Johnson Directory Listings Lisa Hough - Specialist Customer Care Support VFO Assignments 23

25 WSC-Wholesale Service Center: General Information The Wholesale Service Center (WSC) is the single point of contact once your PON has been submitted If you have not received a FOC or a Valid Reject within 24/72 hours dependent on the order type, the rep will send a manual update. (This should also be reported to the WHD as a potential systems issue) WSC is your first point of contact for general customer service related issues. Please allow 24 hours for order processing before contacting the WSC 24

26 WSC-Wholesale Service Center: How to Contact Call (Mon.-Fri. 8AM-5PM, Eastern) You will be prompted by the call vectoring options which will guide you to the appropriate workgroup 25

27 WHD WSC on the Wholesale Website 26

28 Wholesale User Forum and Change Management Process Questions 27

29 FairPoint Wholesale Change Management Process Type 1 Change Requests Linda Rice - Senior Manager Wholesale Customer Relations

30 2015 Release Schedule Major Release Schedule: March 20 ASOG 50 September 18 ASOG 51 29

31 FairPoint Wholesale Change Management Process Type 2, 3, 4, and 5 Change Requests Linda Rice - Senior Manager - Wholesale Customer Relations Henry Lopez - Senior Manager - Wholesale Customer Relations

32 Type 3 Industry Guidelines Industry Forum Change Request Summary ATIS: OBF Ordering Solutions -ASO CR # ASOG v50 Release Issue Date (Final Posting OBF) Friday, September 26, 2014 Flash Cut Weekend starting Friday, March 20, 2015 ASOG CTE CLEC Testing February 23 March 13, 2015 Dates 73 days: Draft Business Rules - FairPoint Communications Accessible Letter SYS ASOGv50 Release 66 days: Draft Technical Specifications TC s have 15 days from publication of draft documents to provide comments - FairPoint Communications Accessible Letter SYS ASOGv50 Release Update 45 days: Final Business Rules and Technical Specifications and error message documentation - FairPoint Communications Accessible Letter SYS ASOGv50 Release Update Effective Date/Implementation Monday, March 23,

33 ASOG 50 GUI Changes Transport Form New fields: L2CPP, L2CP_ADDR, UNI_MSFS 32

34 ASOG 50 GUI Changes ACI Form New fields: UNI_MSFS, SM This new value will not be supported by FairPoint* (New valid value A for the BI field. A = Indicates All to One bundling Port based service.) 33

35 ASOG 50 GUI Changes SES Form New fields: HVP, L2CPP, L2CP_ADDR, UNI_MSFS, SM This new value will not be supported by FairPoint* (New valid value A for the BI field. A = Indicates All to One bundling Port based service.) 34

36 ASOG 50 GUI Changes EUSA Form New fields: L2CPP, L2CP_ADDR, UNI_MSFS This new value will not be supported by FairPoint* (SR field allows a new value of M in the 1st and 3rd character.) 35

37 ASOG 50 GUI Changes EVC Form 1. New fields: BUM_FD, CEV_P, CEV_CP, MSFS, CIR_I, CBS_I, EIR_I, EBS_I, CMI_I, BCF_I 2. Deleted L2CP field 36

38 ASOG 50 GUI Changes *FairPoint will support all the changes except the following: 1. FairPoint will not be accepting the new BI valid value A on the SES and ACI Forms. 2. FairPoint will not be accepting the new M value in the 1st and 3rd character of the SR field on the EUSA form. 3. FairPoint will continue to not accept SUP 2 prior to FOC, the XSD support of MEC (provider to provider process via system), or combo Switched Ethernet EVC orders. Form Field Error Code Business Rule Error Message ACI BI FPT010 SES BI FPT011 EUSA SR FPT012 If BI is populated and equals A, then error. If valid value Not Equal to Y, then error message. If BI is populated and equals A, then error. If valid value Not Equal to Y, then error message. If 1 st or 3 rd characters of the SR field is M, then error message. If position 1 is not equal to values A,B,C,D,E,F,G,H,J,K, L, N,X or If position 2 is not equal to values 1,2,3,4,5,6,7, N,X or If position 3 is not equal to values A,B,C,D,E,F,G,H,J,K,L, N,X, then error message. FairPoint valid value is Y for BI field. FairPoint valid value is Y for BI field. FairPoint valid values are A,B,C,D,E,F,G,H,J,K, L, N,X for positions 1 and 3 and 1,2,3,4,5,6,7, N,X for position 2 37

39 ASR Mechanization Specification Retirement Proposed for November 2015; FairPoint will retire the ASR Mechanization Specification Mech Spec NDM interface. The ASR Access Ordering functionality currently provided by Mech Spec will be replaced by the UOM XML Gateway. Mech Spec will still be available to existing customers until its retirement date. The time period between the implementation date and the retirement date will allow Mech Spec customers to test and turn up UOM XML ASOG version 51. The retirement of the Mech Spec interface precedes the ATIS: OBF Ordering Solutions issued sunset date of December 31, Effective immediately FairPoint will not be accepting any new Mech Spec customers. Please note that the retirement of the Mech Spec interface will be transparent to VFO users. Additional information regarding the retirement of Mech Spec will be sent via subsequent Accessible Letters. FairPoint will be complying with the CMP retirement guidelines for this implementation. 38

40 New Change Requests Type 4 and 5 FAIRPOINTWHOLESALE

41 New Change Requests No new Change Requests 40

42 Change Requests Pending - Ranked and Balloted Portland, Maine

43 Type 5 Change Request CLEC EarthLink Business Christina Barrett Lisa DelMonache CR Second by Level of Effort Change Request Summary CR# - FRP VFO CSI Request to include listing AECN owner By adding the AECN code of the listing owner to the CSI Pull in the VFO we will be able to avoid un-necessary manual efforts for EarthLink and FairPoint. In the other ILEC companies where the VFO is the CLEC Interface there is a AECN code provided in the CSI Pull. Linda Birchem Comcast This change will impact internal systems TBD Ranking Current Status Draft Notes Pending Pending We recently met with FairPoint to put together a process to assist my team in locating the AECN code for listing we have housed with FairPoint, this process includes sending over Manual CSR requests specifically requesting the AECN code, this is a completely manual effort for my Directory Listing team. FairPoint advised the response time would be 24 hours. This adds 1 full day to my teams response time to the customers request. Also we are adding undo work to FairPoint's manual CSR team by having to request this information and a FairPoint rep manually work the request. 42

44 Ranked and Balloted - Type 4 and 5 Change Requests

45 Type 5 Change Request CLEC Broadview Karen Bracken Verizon Business Sherry Lichtenberg Level of Effort Change Request Summary CR# - FRP Add Drop Down under Pre Order TN Reservation that would allow rep to select RANDOM/GOLD/SEQUENTIAL TNs/specified numbers other than NPA NXX XXXX only by line number This change will impact internal systems High Final Ranking Current Status Pending Date to Production Draft Notes Production - not scheduled N- Random - no changes currently supported G Gold Easy number to remember Line number only 4 numbers the same (1111, 2222, 3333), 2 number pattern (2211, 3322, 4411), 3 and 1 number (3331, 1113, 2224,), or 1 and 3 numbers (1333, 4111, 3222) S Sequential Line numbers that are sequence ( 1001, 1002, 1003) 44

46 Type 4 FairPoint Change Request CLEC FairPoint Gwen Hammond Change Request Summary CR # - FRP LSR Forms LSNP and LS This is change to build the validation and requirements around the TNT field. The purpose of this change is to allow Wholesale Customer to request a Test and Tag on a cut through order. Note: When the Pre-Order responses indicates the address is cut-through and the End Users uses this field as described below the Service Provider will be billed for this service. CR Second by TNT values are 1 alpha character as follows: A Test B Tag D Test & Tag Jeanette Toledo - BCN Level of Effort Final Ranking Status Aug 2010 Ballot Pending Date to Production Production not scheduled 45

47 CR Adding TNT field to LS and LSNP Draft TNT Test and Tag Requested- Identifies the customer is requesting additional testing and tagging beyond that which is included with the product ordered. Drop Down: (1 alpha) A Test B Tag D Test & Tag This field is applicable to migration Requests only. CHC = Y without TNT field will designate a Hot Cut. CHC = Y with the TNT field will designate a Hot Coordinate Conversion If populated with a D, enter the following in REMARKS field on the LSR form: Test and Tag at demark Call Test Center at NPA-NXX-XXXX If populated with A enter the following in REMARKS field on the LSR form: Test at demark Call Test Center at NPA-NXX- XXXX If populated with B enter the following in REMARKS field on the LSR form: Tag at demark Call Test Center at NPA-NXX- XXXX 46

48 Type 4 FairPoint Change Request CLEC FairPoint Gwen Hammond CR Second by Change Request Summary CR # - FRP LSR Order Business Rule Change - LSR FORM field REMARKS conditional when the IMPCON Implementation Contact is also required. FairPoint is requesting that when the IMPCOM field is required that the Wholesale Customer send the address for a Implementation Contact so issues and or concerns may be sent via for feedback about the PON. IMPCON - Identifies the customer's representative or office responsible for control of installation and completion. Required when the CHC field = A, B, or Y. Required when the first position of the REQTYP field = A and the LNA field on the LS Form = N. Required when the first position of the REQTYP field = A and the CI. field on the LS Form = E. Required when the first position of the REQTYP field = "D" and the LNA field on the PS Form = "N" or "T". Required when the first position of the REQTYP field = "F" or "M" and the LNA field on the PS Form = "N". Required when the first position of the REQTYP field = "K" and the LNA field on the RPL Form = "N". Required when the first position of the REQTYP field = "L" and the LNA field on the RFR Form = "N". Required when the first position of the REQTYP field = "N" and the TNA field on the DDPS Form = "N". Required when the first position of the REQTYP field = "P" and the LNA field on the CRS Form = "N". Required when the first position of the REQTYP field = Q and the LNA field on the IS Form = N. Jennifer One Communications Level of Effort Final Ranking Status Aug 2010 Ballot Pending Date to Production Production not scheduled 47

49 Type 5 Change Request CLEC Cornerstone Austin Brower CR Second by Change Request Summary CR # - FRP TA Module This is a request to return the FairPoint tester s extension and name Please configure Remedy/VFO TA to return the FairPoint Tester's extension and name (via an Attribute Value Change Notification) when the tester picks up the ticket. This will provide a more efficient communication channel if the CLEC needs to call in to inquire on the ticket. SegTel Kath Mullholand Level of Effort Final Ranking Status Aug 2010 Ballot Pending Date to Production Production not scheduled 48

50 Type 5 Change Request CLEC BCN Telecom- Jeanette Toledo/Janet Rodriguez Change Request Summary CR# - FRP LSR Reqtyp DB and EB/ Act V and W Need to create a process that will allow us to migrate Local lines that have Fairpoint DSL in place. Line would be migrated and the DSL service would remain active with FairPoint and the DSL would be direct billed to the customer. We would be responsible for the voice services on the line and FairPoint would maintain the DSL services. CR Second by Austin Brower - Cornerstone Level of Effort High Ranking Feb 2012 ballot Current Status Date to Production Pending Production not scheduled 49

51 Type 5 Change Request CLEC Cornerstone Communications Austin Brower Level of Effort High Change Request Summary CR# - FRP VFO GUI Proposed Changes: VFO GUI - For all pop-up selections, please provide the meaning of each value /within/ the pop up, as well as in a tool tip at the bottom of the form. This is also inclusive for Sup Other Pop-up selector should include the meaning of each value (1 through N). This request will require new development to apply FairPoint Business Rules to each REQTYP/ACT and allow for changes/updates to VFO GUI as new versions of the LSOG are placed into production. Final Ranking 3.4 Current Status Date to Production Pending initiative FairPoint has yet to complete all requirements Production not scheduled 50

52 Wholesale User Forum and Change Management Process Questions 51

53 FairPoint Change Mgt Meeting & Wholesale User Forum Wrap Up, General Notifications, Next Steps, Closing Rich Murtha - Vice President Wholesale Customer Operations Henry Lopez - Senior Manager Wholesale Customer Operations

54 2015 WUF/CMP Meeting Schedule February 12, 2015 May 14, 2015 August 13, 2015 November 12, 2015 Distributed via Notification: FairPoint Accessible Letter PRC FairPoint Wholesale User Forum 2015 Schedule 53

55 Work Stoppage Operational Issues Next Work Stoppage - Operational Issues Meeting will be Thursday February 26, 2015 at 11:00 AM Invitation notice will be sent via Accessible Letter 54

56 Wholesale User Forum and Change Management Process Questions 55