Qwest offers various ordering methods to submit service requests for your Unbundled Network Elements (UNEs), Resale, Interconnection, commercial local exchange services products, e.g. Qwest Local Service Platform™ (QLSP™) and Qwest Platform Plus™ (QPP™) and services with functions that include, but are not limited to, the following:
The matrix below groups Qwest Wholesale Products and Services by the various forms used to submit service requests. Since Ordering functions vary by individual product and service, refer to specific documentation in the Wholesale Products and Services Web pages.
| Qwest's
Wholesale Products and Services Submitted on Local Service Ordering Guidelines (LSOG) forms |
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| Qwest's
Wholesale Products and Services Submitted on Access Service Ordering Guidelines (ASOG) Forms |
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| Submitted on Special Forms | |
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Interconnect Mediated Access (IMA) functions described in this section do not apply to Wholesale Interconnection Products and Services (e.g., LIS, UDF, and UDIT). Refer to individual Wholesale Products and Services to identify requirements for services ordered on ASOG forms.
Complete details on Qwest's IMA Ordering functionality can be found in the IMA User's Guide.
Qwest's Service Interval Guidelines are defined in the Service Interval Guide (SIG).
Qwest offers various methods to submit service requests. Electronic access can be accomplished two different ways:
Requirements for accessing Qwest's ordering systems are defined in the Customer Questionnaires, the Qwest Interconnect OSS Electronic Access Web Site, and the Operations Support System Checklist. Contact your Qwest Service Manager if you need additional information.
Submitting Service Requests Electronically or Manually
Bulk Request to Create (BRC)
You have the option to send bulk requests to disconnect, suspend, deny, or make PIC and or LPIC changes up to 100 POTS accounts via a single request. The requests, called Bulk Request to Create (BRC), are submitted via IMA GUI only. IMA accepts the BRC and mechanically creates multiple LSRs (one LSR for each account) from it. BRC submissions are limited to 1000 accounts within any 60 minute period (ex. 10 BRCs containing 100 accounts each, or 20 BRCs containing 50 accounts each).
Bulk requests apply at the account level and are valid for full account activity only. Multiple account activities are not allowed on a single BRC (i.e. disconnect and suspend). All accounts will be disconnected, for instance, when the requested activity is D (Disconnect). If other activities are desired for some accounts they should be submitted on individual LSRs or as a separate group on another BRC.
Once a BRC is accepted by IMA it cannot be supplemented. Supplemental activity must be submitted on individual LSRs.
Specific information regarding Bulk Request for PIC and/or LPIC changes can be located in the Long Distance Carrier Selection business procedure.
Bulk Request is not valid for requesting to place a Qwest Commercial Broadband Services account on Seasonal Service. Refer to the Qwest Commercial Broadband Services PCAT for further information.
Service Request Preparation
Qwest specific forms and field entry requirements are identified in the LSOG and the ASOG.
For users on IMA version 18.0 or newer, you have the ability to select features available to your end-user based on the NPA/NNX (area code and pre-fix) from the Resale or Port Services forms. The appearance of USOCs in the feature list does not imply they are all available for the specific service requested on your LSR. The appearance of the USOC in the feature list simply means they are available in the switch. Follow the LSOG rules for ordering desired products and features.
When adding, changing or removing features, e.g., Call Forwarding, Voice Mail, or Hunting, you should review the entire Customer Service Record (CSR) for impacts to all lines on the account. You are responsible for adding, removing, and changing all appropriate Universal Service Order Codes (USOCs) on the applicable LSOG or ASOG form.
Different features have different compatibility and restriction rules. You can find the specific rules for features in each individual feature PCAT. Currently Qwest's systems do not provide editing for every possible scenario in which features may be ordered. As a result, the order could be errored back to the provisioning center to have the order corrected. The provisioning center will follow the non-fatal error process. If a response is not received within the time frame allowed, the entire order could be cancelled and the LSR rejected. If your request is handled manually, you will receive a reject if you order features or services that are not compatible. In many cases, the individual feature PCATs may indicate a feature is dependent on another feature. Qwest may add the dependant feature to the service order, if the individual feature PCATs indicate that Qwest will add the dependant feature. Qwest will notify you of the change by using the PIA field on the FOC. The preferable recommendation is for the CLEC to add the appropriate features to the LSR prior to submitting the request. For feature information, refer to Resale Features,and/or QPP Features Matrix.
If the recap function is used to automatically populate or pull data into the CSR, the Desired Due Date (DDD) field must be populated with a valid due date per SIG guidelines. If the recap function is used and you enter an invalid DDD, you will receive an error. To resolve the error, enter a valid due date per the SIG in the DDD field and perform the recap function again to capture updates to the feature and feature detail section of the CSR from the Virtual CSR (VCSR).
If, during your review of the CSR, you identify incorrect information, there are two options available to resolve the discrepancies:
If the CSIE identifies incorrect information on the CSR during LSR processing, a record order will be issued to correct the CSR and the corrections will be reflected on the VCSR prior to issuance of any orders supporting the LSR. Information regarding the CSR correcting record order will not be included in the Firm Order Confirmation (FOC) for the LSR, but will appear on the CSR owner's Completion Report.
A valid service address is required on all service requests. You should confirm that your end-user’s address is valid, serviced by Qwest and matches exactly in Qwest’s address database before entering the information in the address fields of the End User Form. Qwest’s address validation system requires an exact match and is formatted to comply with U.S. Postal Standards. For existing Telephone Number (TN) based services, service address information may be represented on the account CSR as a Listed Address (LA) or Service Address (SA). When LA and SA are both present on the account CSR, use the SA information for Pre-Order Address Validation and End User Form address field population. SA represents the physical address where service is located. When only LA is present, it represents your end-user’s Listed Address and Service Address and is the address used to validate the service address in Qwest’s database. In either case, the service address must match exactly what is in the Qwest address database. If your end-user wants a listed address that is formatted differently from the address on the EU form, please submit a Directory Listing form.
If call blocking currently exists on a CSR and you are requesting additional blocking, Qwest will process the requested blocking activity and retain existing blocking options unless you request that the current blocking be removed or changed. To add new blocking options and change or remove existing blocking options ordered using the Blocking Activity (BA) and BLOCK fields, you may submit a request with BA = E (end state of the account) and identify the blocking activities that are to appear on the account in the BLOCK field. For additional information regarding blocking activities, refer to the Blocking Job Aid.
A regrade is when you change your end user’s service from Residence (RES) to Business (BUS) or vice versa. A regrade is not a product change but it is a change in service classification. For example, a RES Resale POTS change to BUS Resale POTS is an appropriate regrade, however, a RES Resale POTS change to BUS Resale Centrex is not a reqrade because this represents a product change. A service regrade must stay within the same product classification. Regrades can also be performed in conjunction with conversion activity (see Consolidation Matrix). For information regarding how to order regrades for POTS (Resale and UNE-P/QPP), and how to convert and regrade download the Regrading Service document.
After reviewing the CSR, if all lines on the account are being addressed with a Line Activity (LNA) of D on the LSR then the Activity Type (ACT) for the LSR must also be a D. In the case of a single line account the LNA will be D and ACT must also be D.
Refer to individual Wholesale Interconnection Products and Services Web pages for specific ordering information and LSOG and ASOG requirements.
Collocation
When ordering 4-wire finished services, two terminations are required for the connection when terminating into a collocation space. Qwest Engineering uses consecutive terminations using the 2-wire termination, you provide as the transmit pair to the end-user, and your next consecutive 2-wire termination for the receiving transmit into the Collocation space. To prevent a delay, submit a termination that also has a consecutive spare termination. If two consecutive terminations are not available, a busy facility jeopardy code is assigned and your service request is returned so you can correct the Connecting Facility Assignment (CFA) for the consecutive terminations. There is one exception to this rule. If you provide a 4-wire termination CFA that is spare at the time the request is processed, IMA will accept one CFA.
Impacted Wholesale products and services include:
FC (Facility Connected) Collocation is available with the following configurations:
If the Copper Entrance facility is to be utilized for DS1 commercial local exchange services, you must provide two (2) CFA assignments and must transmit a Trunk Level 1 (T1) template signal over the copper facility. DS1 Copper entrance facilities may be wired to a DS1 office repeater to remove line voltage before terminating on the Digital System Cross-Connect (DSX) panel. If DS1 Copper entrance facilities are wired to a DS1 office repeater, Qwest will install and charge for this repeater equipment.
Consolidations and Deconsolidations
Consolidations and Deconsolidations are also known as Account Rearrangements. One LSR may be submitted to consolidate accounts under the conditions bulleted below. Consolidation may be combined with a conversion or a move, but all three activities cannot be done on one LSR. Multiple LSRs may be required if you wish to move, convert and consolidate at the same time.
The following matrix identifies how a request should be submitted for consolidation of an existing account.
The matrix provides guidelines for typical consolidation scenarios not covered elsewhere and is not intended to be all-inclusive (Note: Not Applicable (NA) is used within this matrix): Download Consolidation Matrix.
The process to deconsolidate a single account into two accounts (the end result being the current account plus one new one) using one LSR is only available if the end result involves like products and services and the end-user address is not changing. If deconsolidation of an account involves splitting an existing account into more than two accounts, there must be a separate LSR issued for each additional new account established. The LSRs should be related via a Related Purchase Order Number (RPON) and the Manual Indicator field must be populated with “Y”.
The following matrix identifies how a request should be submitted for deconsolidation of an existing account.
The matrix provides guidelines for typical deconsolidation scenarios not covered elsewhere and is not intended to be all-inclusive (Note: Not Applicable (NA) is used within this matrix): Download Deconsolidation Matrix.
The Batch Hot Cut (BHC) Process permits you to migrate existing analog services (e.g., Qwest Resale) to Unbundled Local Loops (2-Wire or 4-Wire analog voice grade) in a batch mode if the current facilities can be reused. The BHC Process is also available to convert a line splitting arrangement, using commercial local exchange services lines, to a loop splitting arrangement. Refer to the Batch Hot Cut Process for additional information.
Outside Moves
Full moves occur when all services on an account are moved from an existing address to a new address. For ordering information regarding full moves, refer to the LSOG.
For full moves (ACT = T) of certain products, you have the option of requesting that the service at the old address not be disconnected until the service at the new address is working. If you wish to exercise this option, you must set the Manual Indicator to "Y" on your LSR and add information in the Remarks section stating that the service at the old address is not to be disconnected until the service at the new address is working.
This option is available only with Non-Designed Resale and commercial local exchange service products:
Also, this option is only available if the following conditions are met:
Note: the Implementation Contact must be someone (live contact) with whom we can work any unforeseen issues regarding the pending disconnect.
For full moves (ACT = C, LNA of T) of Resale and QPP/QLSPCentrex Plus/Centron products, you have the option of requesting that the service at the old address not be disconnected until the service at the new address is working. If you wish to exercise this option, you must add FDT XX information in the Remarks section of the LSR form and mark for manual handling.
This option is only available if the following conditions are met:
Centrex requests not meeting these criteria will be rejected.
Partial moves occur when one or more of the services on an account are moved to a new address and one or more of the services remain at the existing address. You can request a partial move on one LSR. An example of a partial move is an end-user that has four lines and wants to move two to a new address and retain the other two at the existing location. Partial move orders can be issued as follows:
| Product Categories | Activity Types (LSR Form ACT Field) |
LSR Requirements |
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See Migrations and Conversions Business Procedure for moves with migrations activity.
Activity Types - ASR
Following is a chart to help you determine the appropriate Activity Type (ACT) entry when submitting your ASRs. A supplement to cancel and reissue the ASR is required when a change to the ACT type is necessary on an ASR that has been submitted to Qwest.
| Activity Type | Type of Order |
| N | New installation or increase in capacity |
| D | Disconnection or decrease in capacity |
| Note: (increase or decrease in capacity refers to trunking requests.) | |
| M | Inside move within the same building (excludes Deregulated Inside Wiring and Multipoint) |
| T | Outside move of end user (moving to a different building) where BAN, NC, ACTL and ECCKT remain the same (not allowed on FG, LIS, WIS, or Multipoint) |
| R | Administrative Changes (excluding a BAN change) |
| C | Adding, removing or changing: |
| NOTE: Requests with C activity type are not allowed if the change requested requires a change to the circuit ID. For example, an ACTL change on a multiplexed facility, or an optional feature change requiring a change in the circuit ID. Qwest requires a disconnect and new install order to accomplish this type of change. |
CFA Changes
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* NOTE: SHARP Plus is no longer available for new service requests. The grandparenting action will affect you in the following ways:
For additional information about the grandparenting of SHARP Plus contact your Qwest Service Manager.
** Services that extend to designated high voltage (HV) environments are required to have high voltage protection (HVP). HVP devices may be provided by you, the end user, or may be requested from Qwest. General High Voltage Protection activities are described in High Voltage Protection.
Additional information is available in the current ASOG for these entries and for specific requirements for Multipoint, RING and Virtual Connection requests.
Requesting DLR - LSR
The IMA DLR function automates the manual process of requesting a DLR so you can view, retrieve and print Design Layout Records at your desktop. More details related to accessing Design Layout Records in IMA can be found in the IMA User's Guide.
Requesting DLR - ASR
To request a DLR for products ordered on the ASR, a Design Routing Code (DRC) is required. This allows you receive your DLR electronically (e.g., fax, computer, e-mail or view it on line). If you do not currently have a DRC established with Qwest, contact your Service Manager for information.
Relating Service Requests and Managed Projects
Related service requests and/or projects are defined as "any request for service by a single CLEC resulting in the issuance of multiple service requests that must be worked simultaneously for the request to be completed". If the related service requests constitute a project, each service request must have an assigned Project ID and a Project Manager/Coordinator monitoring the project. The Project ID is entered in the "PROJECT" field on the LSR form. A designated Single Point of Contact (SPOC) will coordinate the project and your Qwest Service Manager will work with you to negotiate the project on an individual case basis. If the related service requests do not constitute a project, the Qwest CSIE will coordinate processing of the requests. If a Qwest technician must be dispatched for premises or non-premises work associated with the related service requests, the dispatch appointment must be arranged by the CSIE.
LSRs can be related for varying reasons, which can be due to either Qwest processing requirements or when you choose to RPON two or more LSRs for your own records. Qwest's definition of an RPON for provisioning purposes is two or more LSRs related together and due the same day and worked by Qwest at the same time. CLECs can submit RPON'd LSRs at different times, however, different action is taken by Qwest depending upon the timeframes in which the RPON'd LSRs are submitted. In most cases, Qwest can work the related LSRs independently of each other so if one were sent back to you by either a Reject or an Error Notification the others could still be processed.
For LSRs that are RPON'd and received at the same time as defined above and a fatal or non-fatal error condition exists on one or more of the RPON'd orders, all of the RPON'd orders will be sent back to you for correction including the situation where one LSR is dependant on the other to complete. Following are a couple of examples:
Both of the situations described above require all LSRs to be SUP'd. If only one LSR had an actual error and the others were returned to you because of being related to the LSR with the error condition, but the due dates will not change, then all LSRs should be resubmitted with a SUP Type 3 on them. If the due dates are impacted, the LSR with the actual error condition would be resubmitted using SUP Type 3, and the other related LSRs must be resubmitted with a SUP Type 2.
If an error condition is identified on a RPON'd LSR that was not submitted at the same time as the other RPON(s) described above, Qwest will only send a fatal reject, non-fatal error or jeopardy notice on the LSR that has the error condition. It is the CLEC's responsibility to determine if additional action is required on the other related LSR(s) and send in the appropriate supplement (i.e., Supp Type 1, 2, or 3 correction,) if required.
Applicable reject codes as defined in the Error and Rejection Notifications section of this document are used along with remarks for the LSR with the actual error. In the case of an error notification the LSRs follow the process as outlined in the Error and Rejection Notifications section mentioned below.
Submitting a Service Request - IMA
Once all the forms are completed, the Order Submit Confirmation screen enables you to view basic information and submit your service request. IMA alerts you to some errors on the various forms prior to submitting your service request. Return to the LSOG information, select the form(s) to make the necessary changes, and submit your service request. Additional information related to submitting a service request can be found in the IMA User's Guide.
After a service request has been submitted via IMA, specific product categories are eligible for system Flow Through. Note: Local Service Requests submitted during known system maintenance windows are not eligible for flow through. The product categories, activity types, and exceptions to Flow Through eligibility are as follows:
Product Categories |
Activity Types (LSR Form Activity (ACT) Field) |
Exceptions to Flow Through (Exceptions apply to all versions of IMA except as noted) |
Unbundled Local Loop |
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Unbundled Local Loop with LNP |
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| Line Sharing |
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LNP |
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| Simple Port Request (SPR) |
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| Resale – Local Exchange Services, QPP/QLSP POTS and Centrex 21 |
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| Listing | N, T, C, R, V | CLEC requests a Complex Listing on the Directory Listing form:
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Specific products are eligible for system Flow Through when the LSR is canceled (supplemental type 1 request) via IMA. The products, activity types, and exceptions to Flow Through eligibility are as follows:
Products
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Activity Types (LSR Form ACT Field) |
Exceptions to Flow Through (Exceptions apply to all versions of IMA except as noted) |
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Specific products are eligible for system Flow Through when the LSR is requesting a due date change (supplemental type 2 request) via IMA. The products, activity types, and exceptions to Flow Through eligibility are as follows:
| Products | Activity Types (LSR Form ACT Field) |
Exceptions to Flow Through (Exceptions apply to all versions of IMA except as noted) |
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Specific products are eligible for system Flow Through when the LSR is requesting other changes (supplemental type 3 requests) via IMA. The products, activity types, and exceptions to Flow Through eligibility are as follows:
| Products | Activity Types (LSR Form ACT Field) |
Exceptions to Flow Through (Exceptions apply to all versions of IMA except as noted) |
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Submitting a Service Request - Non IMA
If you do not use IMA, submit your service request to the CSIE via facsimile at 888-796-9089. A Confirmation of Receipt is automatically faxed to your machine.
If the appropriate forms or fields are not complete or accurate, your service request will be returned, via a Notice of Rejection, with a full explanation of what is needed to process the service request.
Error and Rejection Notifications
While Qwest has taken steps to prevent rejections with helpful up-front edits in IMA, it may be necessary to reject your service request if it is incorrect, incomplete, and/or Qwest has an embargoed Central Office.
Three categories of errors and/or rejections are possible when processing your service request:
A non-fatal condition occurs when a request is missing
data or the request contains conflicting data that is
necessary to issue a valid Qwest service order. Any condition
not documented as a Fatal Reject reason in the sub-section
below and/or that prevents an order from being completed
and released, is considered a non-fatal error
When a Non-Fatal Error is identified, an error notice
is sent (unless you turn this option off by contacting
the Qwest Wholesale Systems Help Desk at 888-796-9102,)
advising you that action is required to correct the condition.
Examples of Non-Fatal Errors include:
To resolve the error condition you must submit a supplement correcting the missing or incorrect information within 4-business hours or the LSR will be rejected.
Reject Codes and associated reasons are described in the following LSOGs.
Reject Codes and associated reasons applied to Fax Gateway requests only are described in Manual Local Response (Firm Order Confirmation, Error, Reject, Jeopardy, and Cancel) form found in LSOGs.
Error Situations - IMA:
The following types of activity codes will not be included in rejects for Central Office Embargoes:
Error/Reject Notice Matrix
The following table depicts the type of notification you will receive when an error/reject condition is identified:
If a LSR: |
Then: |
And: |
Additionally: |
Then: |
Is found to have a fatal error prior to a FOC being sent |
Qwest sends a Reject Notification |
You resubmit the original LSR with appropriate corrections (not as a supplement) |
If the LSR is complete and accurate |
Qwest sends you a FOC |
Is found to have a non-fatal error prior to a FOC being sent |
Qwest sends an Error Notification |
Qwest waits a maximum of 4 business hours for you to send a SUP to correct the error(s) or cancel the LSR. |
If the error is corrected on a SUP and the LSR is complete and accurate |
Qwest sends you a FOC. |
If the error is not corrected within 4 business hours |
Qwest cancels the existing service order(s) and sends you a Reject Notification. |
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Has been accepted and a FOC has been sent and Qwest subsequently detects an error which requires a correction or supplement from you Note: This can be a fatal or non-fatal error condition |
Qwest sends you a Jeopardy Notification requesting a LSR correction supplement |
Qwest waits a maximum of 4 business hours for you to send a SUP to correct the error(s) or cancel the LSR. |
If the error is corrected on a SUP and the LSR is complete and accurate |
Qwest sends you a FOC. |
If the error is not corrected within 4 business hours |
Qwest cancels the existing service order(s) and sends you a Reject Notification. |
For information regarding jeopardy notifications refer to Jeopardy Notifications within the Provisioning and Installation Overview.
Error Conditions on ASRs and Invalid ASR Process
The Invalid ASR Process is followed when we receive an ASR that requires additional information or a correction to the information provided by you. The Invalid ASR Process may be followed prior to or after a FOC has been issued. This process allows up to 15 business days for you to correct the ASR or it will be cancelled. If the error condition is identified prior to the FOC being sent, the 15 business days are calculated from the date the ASR was submitted to Qwest. If the error condition is identified after the FOC has been sent, the 15 business days are calculated from the Application Date (APP) on the FOC. For requests that require High Voltage Protection, the process allows up to 30 business days.
When the Service Delivery Coordinator (SDC) determines there is an error on the ASR that requires a correction from you, the ASOG Clarification/Notification Request (C/NR) Form will be created and made available in the QORA GUI or will be transmitted to you via the same interface used to transmit your request to Qwest. The C/NR form will identify the information that needs to be corrected on the ASR utilizing the industry standard fields on the form and will request a supplement and the date that the supplement needs to be submitted in order to avoid cancellation of the ASR. When the supplement is received and the ASR is considered accurate, you will be sent a "Clear" C/NR form. If the request is cancelled, you will receive a "Cancel" C/NR form.
Whether the error condition is communicated in person, voice mail, email or through the USPS, the SDC will advise you of the error condition and the date that the supplement needs to be submitted in order to avoid cancellation of the ASR.
Near Match Conditions Identified on a LSR
A near match conditions exists when the name, address, and TN/Exchange Company Circuit (ECCKT) ID on the LSR are close to what is currently on the CSR but not an exact match. For LSRs that have an ACT Type of N or T, an exact match of the address is required or a fatal reject will be sent to you to correct before provisioning can continue. For other ACT Types (i.e., B, C, D, L, M, V, W, Y and Z) where a CSR exists, Qwest will perform the following validation process utilizing a comparison between the CSR and the LSR:
NOTE: for LSRs that are migrating using the TN/SANO criteria described in the CSR Matches by TN and SANO section below, the following criteria does not apply because the criteria for those are based solely on TN/SANO.
When comparing the LSR information to the CSR, Qwest will proceed with processing the LSR when the following criteria are met:
Examples of the end-user's name being a near match condition are:
The purpose of using the above criteria is to validate that we are making the changes requested on the LSR for the correct end-user. If (after the validation process) we determine that we are provisioning the request for the correct end-user at the correct address, we will continue to process the LSR using the information on the CSR, except under the following conditions:
If the LSR does not match the comparison criteria described above or does not match the CSR exactly, a fatal reject will be sent if it is identified prior to a FOC. If we determine that the LSR does not match the criteria or CSR exactly after FOC, the error jeopardy notification process will be followed. For information regarding jeopardy notifications refer to Jeopardy Notifications within the Provisioning and Installation Overview.
Near Match Conditions Identified on an ASR
A near match conditions exists when the CCNA/Access Carrier Name Abbreviation (ACNA), ECCKT, and address (when applicable) on the ASR are close to what is currently on the CSR but not an exact match. For ASRs that have an ACT Type of N or T, an exact match of the address is required or a supplement is required to correct any errors. For other ACT Types where a CSR exists, Qwest will perform the following validation process utilizing a comparison between the CSR and the ASR:
When comparing the ASR information to the CSR, Qwest will proceed with processing the ASR when the following criteria are met:
The purpose of using the above criteria is to validate that we are making the changes requested on the ASR for the correct end-user and circuit. If (after the validation process) we determine that we are provisioning the request for the circuit at the correct address, the ASR will continue to be processed using the information on the CSR. If we cannot validate that we are processing the request for the correct circuit, Qwest will notify you via the C/NR Form and request a supplement.
CSR Matches by TN and SANO
Functionality in IMA requires the telephone number (with
Customer (CUS) Code) in the AN field, AN and CUS for Unbundled
Loop, or the telephone number (without CUS Code) and the
service address number in the SANO field for a CSR match
for the products and ACT types listed below:
Product |
ACT Types |
Effective with IMA Release |
Resale POTS |
W, V, Z, C, T, L, D, B, Y |
14.0 |
QPP/QLSP POTS |
W, V, Z |
12.0 |
QPP/QLSP ISDN BRI |
W, V, Z |
12.0 |
QPP/QLSP Centrex 21 |
W, V, Z |
12.0 |
QPP/QLSP PBX DID In-Only Trunks |
W, V, Z |
12.0 |
QPP/QLSP Designed Trunks |
W, V, Z |
12.0 |
Unbundled Loop |
C, M |
13.0 |
Unbundled Loop |
V |
16.0 |
Unbundled Loop Split |
V, Z |
16.0 |
Loop Service Number Portability (LSNP) |
V,Z |
16.0 |
LSNP Split |
V,Z |
16.0 |
LNP |
V, Z |
16.0 |
NOTE: For orders with an ACT Type of T, you must provide new address information that is an exact match with LFACS AN.
*NOTE: Unbundled Loop CLEC to CLEC migration and Private Line to Unbundled Loop pricing conversions are ineligible for conversion by AN/CUS only. Due to required manual validations, CLEC to CLEC migrations and Private Line to Unbundled Loop pricing conversions must be submitted using all applicable customer name and address fields on the End User Information (EUI) Form and be marked for manual handling.
Any other end-user name or address information provided in the Location and Access Section of the EUI Form is ignored when validating the LSR against the CSR and processing the service request. If the order has been set for manual handling and one of the other conditional or optional fields is populated with information which does not match the information on the CSR, the SDC will only use the AN/CUS or AN and SANO information to validate the account. If no DL form is provided and the End User Name is populated on the LSR, the data provided in this field will be used to derive the Service Name (SN) on the service order. If the End User Name is left blank on the LSR, the SN will be derived from the Listed Name on the CSR. LSRs submitted prior to the IMA effective date above should continue to be submitted using all applicable customer name and address fields on the EUI Form.
Resubmitting a Rejected Service Request
Generally, a rejected service request is resubmitted by the party making the error. If you submitted an invalid CFA for an Unbundled Local Loop, you will need to resubmit the service request. If Qwest rejects a service request in error, we will resume processing as soon as the error is brought to our attention. At your direction, Qwest will place the service request back into normal processing with or without a supplement and issue a subsequent FOC.
Note: Qwest does not charge you for submitting a supplement or resubmitting a service request. Contact your Qwest Service Manager if you have further questions around this issue.
Supplements and Canceled Service Requests
You may submit a service request that serves as a request to cancel or to add to or change an existing, previously submitted, service request by submitting a supplement and incrementing the version number on the PON. If one or more of the service orders generated from your original service request is completed, canceled, or rejected, a supplement and/or cancel will not be accepted. Once the activity requested on a PON is completed, canceled, or rejected, a new service request with a new PON must be submitted. Supplements also follow the same process as the original LSR, whereby once Qwest receives the request, we will process the supplement and return an FOC acknowledging the request, advising of the newly established due date, if appropriate. In the case of a supplement type 1, a cancellation notice is sent.
Notes:
During the processing of a service request, Qwest will maintain a status indictor. These status indicators are applicable to service requests. They are as follows:
| Service Request Status Indicators | Description |
| Submitted | The service request is set to "Submitted" status when it has been submitted to IMA for processing. |
| In Review | The service request is set to "In Review" status if it is currently being manually processed, if it has been routed to a Service Center for processing, or if flow through is unable to create a service order. |
| Errored | The service request is set to "Errored" status if an internal error occurred during flow through or manual processing. An external error was identified during manual processing and a Non-Fatal Error Notice was issued. |
| Partial | The service request is set to "Partial" status if it was submitted for flow through and a full service order could not be created. |
| Issued | The service request is set to "Issued" status if service order(s) have been issued in the SOP and a FOC has been issued. |
| Rejected | The service request is set to "Rejected" status if it contained fatal error(s) and a Reject Notice was issued. |
| Completed | The service request is set to "Completed" status if all service orders associated with the service request are completed in the SOP. |
| Canceled | The service request is set to "Canceled" status if a supplement to cancel the service request was received and processed. |
| Jeopardy | The service request is set to "Jeopardy" status if there is a facility or Customer Not Ready (CNR) issue related to one or more service orders associated with the service request or a fatal Reject condition is identified after a FOC has been issued. |
A "SUP" field entry, containing one of three valid entries, is required on the LSR form for all supplemental service requests:
| Scenario | Processing |
| A SUP 1 (Cancel) is not successfully submitted and not received by Qwest for processing (Negative 997 or Business Processing Layer (BPL) Reject if XML or BPL Reject if IMA GUI). This includes cases when any of the service orders are complete, canceled, or rejected. | The previous version of the service request is worked to completion unless Qwest receives a supplemental service request. |
| A SUP 1 (Cancel) is successfully submitted and received by Qwest for processing. None of the service orders related to the previous version of the service request are complete, canceled, or rejected. |
|
| Scenario | Processing |
| A SUP 2 (Due Date Change) is not successfully submitted and not received by Qwest for processing (Negative 997 or BPL Reject if XML or BPL Reject if IMA GUI) | The previous version of the service request is worked to completion unless Qwest receives a supplemental service request. |
| A SUP 2 (Due Date Change) is successfully submitted and received by Qwest for processing and any of the service orders on the previous version are complete, canceled, or rejected. |
|
| A SUP 2 (Due Date Change) is successfully submitted and received by Qwest for processing, none of the service orders on the previous version are complete, canceled, or rejected, and the due date requested is not within the Standard Interval. |
|
| A SUP 2 (Due Date Change) is successfully submitted and received by Qwest for processing, none of the service orders on the previous version are complete, canceled, or rejected, and the due date requested is within the Standard Interval |
|
| Scenario | Processing |
| A SUP 3 (Other Changes) is not successfully submitted and not received by Qwest for processing. (Negative 997 or BPL Reject if XML or BPL Reject if IMA GUI) | The previous version is worked to completion and a LSR Completion Notice is issued unless Qwest receives a supplemental |
| A SUP 3 (Other Changes) is successfully submitted and received by Qwest for processing and any of the service orders on the previous version are complete, canceled, or rejected. |
|
| A SUP 3 (Other Changes) is successfully submitted and received by Qwest for processing, none of the service orders on the previous version are complete, canceled, or rejected, and the SUP service request contains a Non-Fatal Error condition. |
|
| A SUP 3 (Other Changes) is successfully submitted and received by Qwest for processing, none of the service orders on the previous version are complete, canceled, or rejected, and the SUP service request contains a Reject condition. |
|
| A SUP 3 (Other Changes) is successfully submitted and received by Qwest for processing, none of the service orders on the previous version are complete, canceled, or rejected, and the SUP service request contains no errors. |
|
Verbal Supplements on LSRs
Changes to an existing service request must be made via a supplement as described above. Qwest will only accept a verbal supplement change request for one of the following reasons:
Note: For LNP, refer to the Ordering Section of our Local Number Portability (LNP) Web page for specific conditions under which a verbal supplement is allowed. For Unbundled Loop, verbal CFA or slot changes may be made up to three days prior to the due date.
Supplemental Versioning and Error Corrections
If the original service request version is "1", the starting version of a supplement is "2". For every supplement issued, a confirmation may be returned if the service request processed through our systems before receipt of a subsequent supplement. Qwest advises, but does not require, you wait until the current supplement is confirmed, or an error is received, before you issue another supplement. Error correction handling includes:
When your supplemental service request is accepted, a confirmation indicating Qwest accepted the service request is returned and, after our service order processing systems accepts the service request, a FOC is sent.
Issuing Supplemental Service Requests - Non IMA
If you do not use IMA, fax your supplemental service requests to Qwest (see Contacts section of this document). We will compare the supplement with your previously submitted service request, and verify the original service request is not completed, canceled, or rejected prior to processing your supplemental service request. If your original service request was completed, canceled, or rejected, you will need to submit a new service request with a new PON assigned by you.
A rejected service request is not considered a candidate for a supplement. Make the appropriate changes and re-fax the rejected service request.
Acknowledging Service Requests
After your service request is submitted via the Order Submit Confirmation screen, IMA confirms the order. A message advises you if your submission was successful and the type of service request submitted.
Reviewing IMA Queue
When service requests are submitted after normal operating hours, IMA places your service request in a queue until normal operating hours for processing. When normal operating hours are in effect, you can review a list of your service requests in the queue by entering any one of the following:
IMA displays:
Monitoring Service Request Status - IMA
Qwest's IMA GUI tool offers a variety of ways to monitor the status of your service request during and after the ordering process is complete. Refer to the IMA User's Guide for more details on monitoring your service requests in IMA.
Monitoring Service Request Status - Non IMA
If you do not use IMA you may obtain a status of your service request by calling the CSIE with the PON and one or more telephone numbers on the service request. The CSIE will provide the status, or negotiate a commitment as to when they can provide a status.
Status Response Intervals
A response interval, assigned according to your inquiry or reason for contacting the CSIE, is entered in Qwest's Call Center database once the reason for your call is determined. When a response interval is assigned, you will be advised as to when to expect a call back from a SDC who will provide you a status update every 2 hours until your situation or concern is resolved. While not an all-inclusive list, the following illustrates response intervals based on the reason for your call:
Call Center Database Ticket Reports
You may request six different reports from the Qwest Call Center Database. The reports will only be sent to you via e-mail so you will need to provide a valid email address. On an interim basis, you should submit a request for call center reports via the Call Center Database Ticket Request Form. By June 2004, you will need to update your Customer Questionnaire to obtain call center reports.
The reports are as follows:
If you do not receive a requested report, need further assistance with a report, or have other concerns, contact your Service Manager.
The Call Centers use product and sub product reason codes when closing call center tickets. Upon request you will be provided the closing codes. Should you disagree with the codes used to close the ticket you should follow the escalation process. For a brief description of these codes and when they are used download the Product Reason and Sub Product Reason Codes document.
Delayed Service Request Handling
A request for service is considered delayed when a service order cannot be provisioned due to lack of facilities or lack of qualified facilities in the Central Office, in the local loop from the Central Office to the end-user, or between Central Offices.
When Qwest receives a request for service at a location where no facilities are available, a SDC in our Wholesale Delayed Order Monitoring Group will contact you to advise you of the delayed order status and reason.
Once facilities are available for your service request, a SDC from our Wholesale Delayed Order Monitoring Group will contact you to advise you of our earliest possible due date. Qwest?s Wholesale policy is to serve as your advocate by tracking all delayed service requests and communicating with you while working closely with our internal Network organizations to facilitate closure of a delayed order.
Service Requests for UNEs (Including Special Access in Lieu of UNE)
If you submit a service request for UNEs and Qwest does not have the facilities available to meet that request based upon your requirements, you have a number of options:
Escalations
You may initiate an escalation of your service request at any time during the ordering process by calling the appropriate center. Refer to the Contact Section at the end of this document for a list of Qwest's service centers. Escalations begin with the Service Center's Supervisor then progress to the Manager, Director, and Vice President levels within Qwest.
Local Qwest 101 "Doing Business with Qwest"
View additional Qwest courses by clicking on Course Catalog.
Qwest contact information is located in Qwest Wholesale Customer Contacts.
Frequently Asked Questions (FAQs)
1. How are IMA status updates retrieved?
IMA retrieves status updates by the User ID of the person who
submitted the service request. By default, this field contains
the User ID of the person logged into IMA. If no User ID is entered,
all User IDs for your company are returned. However, only two
Statuses can be selected when viewing all User IDs. Status update
messages can be displayed for up to 24 hours.
2. How do you issue a supplement to change a reserved
appointment?
When your original service request has an appointment scheduled,
the appointment must be changed before a supplement to change
the Desired Due Date is accepted. Appointments are changed in
IMA by using the Schedule Appointment option in Pre-Ordering and
selecting a new appointment for the CCNA/PON on your service request.
3. Can a service request be submitted in IMA when the
service address does not exist in Qwest's address databases?
When your service request is a New (N) or Outside Move Transfer
(T) Activity Type "ACT", and the address does not exist
in Qwest's databases, you can use an override button (NCON = A
or B) to enter the address manually on the End-User Information,
and Resale Private Line forms.
The override flags the address as Not Validated allowing you to submit the service request while alerting the CSIE to process your service request manually. Your service request may be rejected if the address cannot be validated. The override flag is only used for New and Outside Move Transfer activity types. For all other activity types, if the address does not exit in Qwest's databases, contact the CSIE for assistance.
Last Update: October 1, 2009
