Provisioning and installing Unbundled Network Elements (UNEs), Resale, and Interconnection products and services require that we each perform various tasks throughout the provisioning and installation cycle. While many of these tasks are unique to individual products and services, as defined in Wholesale Products and Services documentation, some are constant regardless of the products or services ordered. This document depicts those tasks Qwest commonly performs (such as: issuance/processing of Firm Order Confirmations (FOCs), Pending Service Order Notice(s) (PSONs), Jeopardies, Design Layout Reports/Records (DLR), installation and dispatching, Loss Notifications, Completion Notifications (CNs), and Loss and Completion Reports) during the provisioning and installation of Qwest's Wholesale Products and Services.
UNE, Resale, and Interconnection products and services are available throughout Qwest's 14-state local service territory based on your Qwest Interconnection Agreement. Qwest provides access to existing network elements and facilities when no construction is required and will perform minor modifications (such as running a jumper or clearing a defective pair) to allow you access.
Complying with Industry Standard Performance and Acceptance Testing, Qwest provisions UNE, Resale, and Interconnection products and services in accordance with Industry specifications, interfaces and parameters. These are described in the appropriate Technical Reference Publications in Qwest's Technical Publications. For product specific performance and acceptance testing requirements, refer to the web pages for individual Wholesale Products and Services.
Wholesale rates for this product or service, including tariff references and any applicable discounts, are provided in your current Interconnection, Resale, Commercial, or other governing agreement.
Regulations and policies impacting individual products and services are defined within each product and service found in the Qwest Wholesale Products and Services web pages.
When you submit a request for Enhanced Extended Loop (EEL), Loop Multiplexer (MUX) Combination (LMC), Sub-Loop (except Shared Distribution Loop), Unbundled Local Loop product family, Unbundled Network Element - Switching (UBS), Unbundled Dark Fiber (UDF), Unbundled Dedicated Interoffice Transport (UDIT) and Qwest commercial local exchange services products, (e.g. Qwest Local Service Platform™ (QLSP™)) product family the standard assignment and/or design process will be followed in its entirety. The standard assignment process may include both mechanized and manual processes. Requests that can be provisioned over copper facilities use the mechanized assignment process. When facilities cannot be assigned via this process, the default is the Manual Steps Required for Copper Facility Assignment Process. Requests that are provisioned over fiber use the Fiber Facility Assignment Process for DS1 and Above. For additional information regarding facility assignment, refer to the Facility Assignment Process
For primary service requests for 2-Wire or 4-Wire Analog (Voice Grade) Unbundled Local Loop, EEL, LMC, Sub-Loop (except Shared Distribution Loop) and the Qwest commercial local exchange services product family, Qwest will construct facilities in alignment with Eligible Telecommunications Carrier (ETC) or Provider of Last Resort (POLR) obligations.
Qwest will provision the appropriate facilities and/or equipment necessary to ensure that the type of facility is capable of meeting the specifications specific to the service(s) ordered. For example, dependent on the switch type, distance from the central office and cable gauge, some equipment may be required to allow a voice signal to reach certain distances. To transmit data, this same circuit could require the elimination of the equipment necessary for voice services. If a voice service is required you will need to order a voice circuit, if a data service is required, a data circuit should be ordered.
When existing facilities do not support requested services, Qwest will modify existing Outside Plant Network facilities dedicated to an end-user if Qwest would modify such facilities to provide comparable services to its own retail customer. The "Qwest Network Modification Statement" describes how Qwest will implement changes to existing Outside Plant dedicated to an end-user. Nothing in this statement shall be construed as modifying Qwest's obligations under other regulatory requirements. Network elements will not be modified when it is determined that the requested modification is not consistent with existing Qwest retail processes. Modifications also will not be made that jeopardize the reliability of Qwest's existing network, endanger Qwest employees or consumers, is not consistent with the National Electrical Code (NEC), or does not meet Network Equipment Building Standards (NEBS) requirements.
For information regarding network modification, download the Network Modification Documentation Statement.
If no facilities are available for your requested service, Qwest will look for a pending engineering job order that could fill your service request in the future. If an engineering job order is identified, Qwest will provide the Ready For Service (RFS) date. You will have the opportunity to wait for the service to be delivered or cancel your request.
Availability of facilities is always on a first come first serve basis. If the request is for a 2-Wire or 4-Wire Analog (Voice Grade) Unbundled Local Loop or Qwest commercial local exchange service and is considered primary service as defined by ETC or POLR obligations, and no facilities are available and there is no planned engineering job, an engineering job order will be initiated to ensure delivery of the primary service to the end-user.
Secondary service requests will be held for 90 business days for 2-Wire or 4-Wire Analog (Voice Grade) Unbundled Local Loop, EEL, LMC and Sub-Loop (except Shared Distribution Loop), where facilities cannot be located and there is no planned engineering job. Requests for other Unbundled Local Loop products, UDF and UDIT where facilities cannot be located and there is no planned engineering job will be held for 90 business days. If facilities become available, a FOC is generated and sent to you in response to your original request. If at the conclusion of the 90 business day hold facilities are still unavailable your request will be rejected or cancelled. Exceptions may apply where Commission Orders or state requirements exist. Exceptions may occur with Qwest/U S West merger Stipulations/Agreements in the states of Minnesota and Washington.
For secondary service requests for Qwest commercial local exchange services where facilities cannot be located and there is no planned engineering job, your request will be held by Qwest until spare facilities become available or you request cancellation of the Local Service Request (LSR). When facilities become available, a FOC will be generated and sent to you in response to your original request.
If it is determined that facilities are unavailable, contact your Qwest Service Manager for other options. Information for Competitive Local Exchange Carriers (CLEC) requested UNE Construction is available in Qwest's CLEC Requested Unbundled Network Elements (UNE) Construction (CRUNEC).
You have the capability to view funded Qwest Outside Plant (OSP) and Interoffice (IOF) engineering jobs that exceed $100,000 in total cost on the InterCONNection (ICONN) database.
CLECs will be responsible for any construction charges for which an end-user would be responsible. In other situations, Qwest does not agree that it is obligated to build UNEs.
Implementation
This section of the web page describes tasks commonly performed while provisioning and installing UNEs, Resale and Interconnection products and services.
General Points of Interest
Critical dates are assigned based on individual products and services and do not necessarily apply to all Wholesale Products and Services. The following is for illustration purposes only.
Provisioning Points of Interface
Firm Order Confirmation (FOC)
Once your service request is successfully accepted by Qwest's service order processing systems, a Firm Order Confirmation (FOC) is generated and sent to you in response to an original ASR/LSR or SUP transaction generated by you.
The FOC is processed when the 2nd position of your ASR or LSR 'REQTYP' field is a "B" indicating a Firm Order. The FOC is your acknowledgement that Qwest has received your request, created a Qwest service order, and established a due date for your request. The FOC provides you details for you to coordinate the overall provisioning and installation of the requested services such as:
In some cases (72 Hour FOC agreements for Unbundled Loop), the FOC also indicates that the assigned facilities have been validated and are ready for installation.
FOCs are returned via the method used to submit your service requests. If you used a mechanized tool, (e.g., Interconnect Mediate Access (IMA)) refer to that tool to receive, access, or view your FOCs. Refer to Qwest's specific LSR and ASR to learn more about Qwest requirements.
PSON(s) will be issued once Qwest has issued the service orders associated with your LSR and sent the associated FOC. For additional information refer to PSONs. For detailed information contained in the PSON, refer to Local Service Ordering Guidelines (LSOG).
Qwest's Service FOC and Installation Interval Guidelines are defined in the Service Interval Guide (SIG).
The following "Exclusions" are not defined in the Standard Interval Guide:
Contact your Qwest Service Manager to obtain assistance negotiating intervals. Coordination of premises visits are handled as necessary during the normal provisioning and installation processes.
Provider Initiated Activity (PIA)
The PIA is used to communicate changes Qwest made on the service order that are different from what was requested on the original LSR. These changes are a result of two different conditions:
When the PIA field is marked, the Remarks section of the FOC contains text indicating any deviations from the original request. The following matrix outlines the PIA Reason, PIA values that are available, and a description of when those values are used. LSRs can have multiple PIA values shown on the FOC if more than one condition exists that needs to be communicated to you.
| PIA Reason | PIA Value | Description |
| Exchange Carrier Circuit (ECCKT) | 1 | Used when:
|
| Verbal Due Date Change Request by you | 18 | Used when:
|
| Due Date Change by Qwest | 2 | Used when:
|
| Other 1 | 4 | Used when:
|
| Other 2 | 16 | Used where multiple "Other" situations exist. A separate PIA value of Other 1, Other 2, and/or Other 3 are used for each condition |
| Other 3 | 17 | Used where multiple "Other" situations exist. A separate PIA value of Other 1, Other 2, and/or Other 3 are used for each condition |
| Service Order Number Change | 5 | Used when:
|
| Route Index (RTI) change | 6 | Used on a subsequent FOC if the information provided on the original FOC was changed (i.e., on New activity the Route Index (RTI) previously provided was changed) |
| Change to TERS/HID and/or TLI | 7 | Used on a sub-sequent FOC if the information provided on the original FOC was changed (i.e., on New activity the Telephone Line Identification (TLI) or Terminal (TER) number on the original FOC had a typographical error and was later corrected) |
| Telephone Number Change | 9 | Used when:
|
| Verbal supplement for CFA slot change on the Due Date | 10 | On the due date the Carrier
Facility Assignment (CFA) provided on the LSR needs to
be changed and the supplement is not sent prior to order
completion NOTE: For CFA or slot changes, it is the CLEC responsibility to provide Qwest with a new CFA that will work. Qwest will only accept one verbal CFA change on the due date. If that CFA fails to work, Qwest will place the order in (customer) jeopardy. No further action will be taken on Qwest's part until Qwest receives a valid supplemental request to change the due date and the CFA (if applicable). Applicable charges may apply |
| Dispatch Entry not valid | 11 | Used when:
|
| AN (SBN/BTN/MAN) Change | 12 | Used when:
|
| BAN Change | 13 | The Summary Billing Account Number (BAN) is incorrect on the LSR and Qwest provides the correct BAN information on the original FOC |
| Cooperative Test on the DD without a SUP | 19 | Provides notification to the CLEC when a verbal SUP is accepted to add Cooperative Test on the DD without a SUP update from the CLEC. |
NOTE: A subsequent FOC referred to in the above table is an additional FOC that is sent to you on a particular version of a LSR after the original FOC was submitted. It is not a FOC that is submitted as a result of a supplemental request.
Jeopardy Notifications
A jeopardy, caused by either you or Qwest, endangers completing provisioning and/or installation processes and impacts meeting the scheduled due date of your service request. Examples of jeopardy conditions are Customer Not Ready, No Facilities Available, or in the case of an LSR, when an error is identified on your LSR after a FOC has been sent. When your service request is in jeopardy, Qwest notifies you via a status update, e-mail, Jeopardy Notification, telephone call, and/or a FOC. The purpose of the jeopardy notification process is to identify jeopardy conditions to you that impact meeting the scheduled due date of your service requests. The sequence of sending a jeopardy notification and/or a FOC may change depending on when the facility condition is identified.
Local Service Request (LSR)
Jeopardy Resolution Responsibilities
Depending upon the type of service, Non-Designed (POTS) or Designed, jeopardy codes are formatted as follows:
Responsibility for resolution is as follows:
In some jeopardy resolution situations, we may need to partner with you but we will initiate the resolution process.
Jeopardy notifications that are mechanically generated from our Network systems are held until 6 PM Mountain Time. This eliminates sending numerous jeopardy notifications for conditions that are cleared on the same day. Jeopardy conditions that are resolved before 6 PM Mountain Time do not generate notifications that are sent to you. Jeopardy conditions that are not cleared by 6 PM Mountain Time will generate notifications that are sent to you at 6 PM Mountain Time. Jeopardy conditions identified between 6 PM and 11:59 PM Mountain Time generate notifications that are sent on a real time basis.
Jeopardy notifications that are created manually are sent on a real time basis.
Subsequent due dates for service requests in jeopardy for customer reasons will be established using current processes for both dispatched and non-dispatched orders. If the service request in jeopardy requires a supplemental service request, no further processing will occur until the supplement is received. Supplement service request processing is covered in the Ordering Overview.
If a jeopardy notice is sent for situations involving voice and Qwest Commercial Broadband Services service that cannot be provided on the same LSR
or for error conditions on a LSR involving a CLEC error that
was identified after FOC, a supplement is required within
4 business hours. If the supplement is not received within
the 4-hour window, the service order(s) will be canceled and the LSR will be
rejected.
Qwest differentiates between DD jeopardies and Critical Date
jeopardies. DD jeopardies indicate that your due date is in
jeopardy; however, Critical Date jeopardies indicate that
a critical date prior to the DD is in jeopardy. Critical Date
jeopardies can be ignored by you. Critical Date jeopardies
are identified in the Jeopardy Data document (see download
in the following paragraph) in the column labeled “Is
Due Date in Jeopardy?” If the DD is not in jeopardy,
this column will contain “No” and you can disregard
the jeopardy notice sent for this condition and continue your
provisioning process with the scheduled DD. If the column
contains “Yes” and Qwest has the responsibility
to resolve the jeopardy condition, we will advise you of the
new DD when the jeopardy condition has been resolved. This
is usually within 72 hours.
For information regarding jeopardy codes contained on notices and clarification regarding who is responsible for taking steps to resolve jeopardy conditions, download Local Service Request (LSR) Jeopardy Data.
Note: If a LSR is completed in error and the related service order work is currently pending, we will contact the LSR originator by telephone to provide information regarding the jeopardy status of the LSR and the new committed DD when the RFS date is available.
Jeopardy Notice Timeline
The following table depicts the standard process for sending you a Jeopardy Notification related to a jeopardy condition.
If a LSR goes into a jeopardy condition and it is detected: |
And: |
Then the following occurs: |
Prior to the DD |
The RFS Date is not known |
|
Prior to the DD |
The RFS Date is known |
|
On the DD |
Once the Qwest Customer Service Inquiry and Education (CSIE) is advised of the condition (if the RFS Date is not known) |
|
On the DD |
Once the Qwest CSIE is advised of the condition (if the RFS Date is known) |
|
For information regarding error conditions, refer to the Error Notice Matrix within the Ordering Overview.
Jeopardy notices are returned via the method used to submit your service request. If you used a mechanized tool, refer to that tool to receive, access, or view your jeopardy notice.
Subsequent due dates for service requests in jeopardy for customer reasons will be established using current processes in place today for both dispatched and non-dispatched orders. If the service request in jeopardy requires a supplemental service request, no further work will occur until the supplement is received. Supplement service request processing is covered in the Ordering Overview web page.
Access Service Request (ASR)
Jeopardy notifications for service requests ordered via an ASR are provided to you via the ASOG Clarification/Notification Request Form (C/NR) or via a phone call, depending on when the jeopardy condition is identified. If a jeopardy condition is identified prior to a FOC, the initial facility jeopardy notification is provided via the C/NR form as an "informational" notification (Clarification/Notification Type (C/NT) = D). Unless otherwise specified below, any subsequent jeopardy conditions identified after a FOC are notified via phone call.
Jeopardy Resolution Responsibilities
Qwest provides a C/NR form associated with jeopardy conditions that are outlined in the Access Service Request (ASR) Jeopardy Data document. If a jeopardy condition is identified prior to a FOC, the jeopardy information is contained in the remarks of the informational notification. If a jeopardy condition is identified after a FOC and it is one of the jeopardy scenarios that are outlined in the Access Service (ASR) Jeopardy Data document, Qwest provides a C/NR form to advise you of the jeopardy condition.
Jeopardy Data
If the service request in jeopardy requires action from Qwest to resolve, you are notified of the resolution of the jeopardy condition either via the C/NR form, FOC or via telephone call. The table below describes the action that will occur from Qwest for those conditions where a C/NR form is submitted where Qwest is responsible for resolving the jeopardy condition. Subsequent due dates for service requests in jeopardy for customer reasons will be established using current processes. If the service request in jeopardy requires a supplemental service request, no further processing will occur until the supplement is received. Supplement service request processing is covered in the Ordering Overview and in the Customer Not Ready section of this PCAT.
Jeopardy Notice Timeline
| If a ASR goes into a jeopardy condition and it is detected: | And: | Then the following occurs: |
| Prior to the FOC | The RFS Date is not known | Qwest provides status to the ASR customer via the C/NR form. Within 72 hours of the initial call notification advising that the order is delayed for facilities, Qwest sends an FOC or a subsequent C/NR form to provide more specific details of the jeopardy condition. Qwest will send an FOC when the RFS Date is known. |
| Prior to the FOC | The RFS Date is known | Qwest sends the FOC to advise you of the due date that Qwest can meet. |
| Post FOC | Once the Qwest Wholesale Service Delivery center is advised of the condition (if the RFS Date is not known) | Qwest provides a C/NR form to advise you of the status on the delayed order. Once the RFS Date is known, a subsequent C/NR form is submitted advising you of the new due date. |
| Post FOC | Once the Qwest Wholesale Service Delivery center is advised of the condition (if the RFS Date is known) | Qwest submits a C/NR form to provide status on the delayed order and advises you of the DD Qwest can meet. |
Designed and Unbundled Local Loop
If you submit a LSR for multiple lines/loops and Qwest cannot provision all of the lines/loops due to lack of facilities and you have not requested reuse of facilities, several options are applicable. You will receive a Jeopardy Notice informing you of a delay due to lack of facilities and you may select one of the following:
Analog Switched Services
If you submit a LSR for multiple lines, one of the following scenarios will occur when the technician is on the premises:
Design Layout Records (DLR)
When ordering UNE, Resale (non-POTS), and Interconnection products and services you may request a Design Layout Record (DLR) that provides the technical details of the circuit's facilities and termination provided by Qwest. You can utilize this technical information describing the facilities, such as cable make-up, carrier channel bank type and system mileage, and signaling termination compatibility (along with your own termination details), to design and connect your end-user's service. Refer to Qwest's LSR and ASR forms and field entries for how to request a DLR. Facility requirements for individual products and services can be found in the Qwest Wholesale Products and Services web pages.
Installation Points of Interface
Qwest will install services up to the demarcation point. Refer to your Qwest Interconnection Agreement and to individual Wholesale Products and Services web pages for specific installation requirements and to Qwest's Service Interval Guide for specific product installation intervals.
Facilities furnished by Qwest on your, or your end-user's, premises up to and including the demarcation point or equivalent device, are the property of Qwest. Because we need reasonable access to all such facilities, we will coordinate entry dates and times with your appropriate personnel to accommodate installation, testing, and inspection of such facilities and lines.
While Qwest's normal hours of installation are Monday through Friday - 8:00 AM to 5:00 PM, arrangements outside normal hours can be made for some services. Refer to your Qwest Interconnection Agreement for details on the Out of Hours Installation process. Overtime rates are assessed; refer to your Interconnection Agreement.
Installation Options
Installation requirements and tasks vary based on the UNE, Resale, or Interconnection products and services ordered as well as specific language in your Interconnection Agreement. Individual product requirements and tasks are defined for each product in Qwest's Wholesale Products and Services web pages. Additional tasks requested by you may be billable. Refer to your Qwest Interconnection Agreement for details or contact your Qwest Service Manager should you need assistance.
Additional Miscellaneous Work Activities
There may be instances when you request additional miscellaneous work activities from Qwest in order to provision your service. At your request, Qwest will perform these activities:
Service Wire Rearrangement/Relocation/Replacement
Service Wire/Drop is placed between the serving terminal and the end-user's NID. There are two types of Service Wire/Drop. Buried service wire is placed either direct buried or in innerduct from the serving terminal located in a pedestal to the end-user's NID. Aerial service wire is placed from the serving terminal located on a pole to the end-user's NID.
When you originate an order or trouble ticket that results in Qwest placing a Buried Drop/Buried Service Wire (BSW) to provide service or resolve the trouble, Qwest may lay a temporary Service Wire/Drop on the ground at the end-user premises. That Drop will be buried on a subsequent visit and will not require additional action by you. Status on a pending order can be obtained via the Qwest Customer Service Inquiry and Education (CSIE) located in Wholesale Customer Contacts.
If there is damage to the Service Wire/Drop, for requests to replace an end-user-damaged Service Wire/Drop or to resolve instances where potential danger exists, Qwest will perform the necessary work and bill the responsible party, i.e., end-user or contractor. Contact the appropriate Qwest repair center. Contact information for Qwest Maintenance and Repair is located in Wholesale Customer Contacts.
Complex/Special Construction Service Wire Process
If your end-user requires extensive and complex facility rearrangement/relocation/replacement related to construction, demolition, planning and placement of conduit & NID, right-of-way, or other situations that will require engineering and special construction, the property owner/developer may contact the Developer Contact Group to obtain the Qwest engineer's name and telephone number for a consultation on their project. Contact information for the Developer Contact Group is located in Wholesale Customer Contacts. Special Construction Charges are billed to the end-user when the customer-requested work requires engineering, construction work, special equipment and/or extensive labor. The Qwest technician or engineer will determine the total billing and provide a quote to the customer.
If your request is for the Complex/Special Construction drop wire, include the word "Complex" in the Remarks section of the LSR.
Complex Service Wire consists of any standard engineer designed cables (drop wire). Examples are:
Some structural examples are:
Simple Service Wire Process
Simple Service Wire Rearrangements/Relocation/Replacements which may result from a NID move or other end-user request may be accomplished by submitting an LSR. These types of requests do not require special construction and follow the procedures as defined below.
Some scenarios when you might need to request simple service wire rearrangement/relocation/replacement via LSR are:
Simple Service Wire consists of any standard technician installable drop wire. Examples of Simple Service Wire include:
Some structural examples are:
When you request relocation of an existing Service Wire/Drop, Qwest will perform the work and bill you. A NID move may also be required when you request Service Wire Rearrangement.
By submitting a LSR you are authorizing Qwest to perform Service Wire Rearrangement/Relocation/Replacement and accepting the charges.
Rates for simple service wire work are not contained in your Interconnection Agreement and an amendment is not required. Instead, you will be billed the same rates a retail end-user would be billed. Applicable Retail Universal Service Order Codes (USOCs) will be used to bill retail tariff rates. For additional information related to USOC and Field Identifiers (FID) refer to USOC / FID Finder. Service wire work charges are determined by tariff, state, and the length of Service Wire/Drop. Rates for this activity can be found in the Retail Tariff. In addition to Simple BSW rates, Network Premise Work Charges apply.
If the address remains the same, the activity type on the LSR would be a "C" to denote change activity. Mark the LSR for manual handling and include a notation in the Remarks Section that the drop is to be moved and whether or not Qwest trenching is required.
If the address changes due to the drop being moved, the activity type on the LSR would be a "T" to denote transfer activity. Do not mark the LSR for manual handling in this instance because this is normal processing for an address change.
For Unbundled Loop service only: if the address remains the same, the activity type on the LSR would be a "M" to denote service wire and/or NID move. If the address changes, the activity type on the LSR would be "T" to denote transfer activity, and manual handling is not necessary.
When you submit a LSR and additional Simple BSW capacity is required, the original LSR should include one or more of the appropriate BSW USOCs. Qwest will not charge for BSW expansions as stipulated in state specific Tariffs/Catalogs/Price Lists. When the original request has been placed in jeopardy for BSW activities, a supplemental LSR/ASR is required to perform work activities related to providing additional capacity.
When you require that the Simple BSW be rerouted, the cost for trenching the new Simple BSW will be billed to you in accordance with state tariff. This will also apply to a request to bury an existing aerial Drop.
If you would like Qwest to perform the trenching and lay the Simple BSW, use the appropriate USOC for the length of the trench required on your LSR request. Trenching USOCs include BSW and trenching costs. If you have your own trench and would like Qwest to lay the Simple BSW, include the type of wire required by providing the appropriate USOC, and the length being requested should be noted in the Remarks section of your LSR.
If your end-user feels it necessary to meet with an engineer, you may follow the Complex/Special Construction Drop Wire process above.
| Simple BSW/Trenching USOCs | |||||
| Customer Wants Qwest to Dig Trench & Lay Simple BSW | Customer Digs Own Trench, Wants Qwest to Lay Simple BSW | ||||
| Under 300 FT | Over 300 FT | 3 Pair, Non-Gopher protected, Per 10 FT | 3 Pair, Gopher protected, Per 10 FT | 6 Pair, Non-Gopher protected, Per 10 FT | 6 Pair, Gopher protected, Per 10 FT |
| USOC: HRHTA | USOC: HRHTB | USOC: 93G2K | USOC: 93G2L | USOC: 93G2M | USOC: 93G2N |
If the Qwest technician determines something different is required than what you requested on your LSR, they will attempt to contact you for approval to change the wiring and/or trenching. If the Qwest technician cannot reach you, the order will follow the current Customer Not Ready process.
If it is determined that the trenching job is greater than 600 feet, it must follow the current Special Construction process. If this determination is made by the Qwest technician, they will attempt to contact you. If you cannot be reached, the order will follow the current Jeopardy process.
If your end-user feels it is necessary to meet with an engineer, you may follow the Complex/Special Construction Service Wire Process above. If a Complex/Special Construction request is made, Qwest will follow the Complex/Special Construction process to complete the job and bill the work.
NOTE: Qwest does not perform trenching in trailer courts.
Requests for Service Wire and a NID move are rare for Wholesale Interstate Access Services ordered out of the FCC 1 tariff. Circuits tend to be located from one central office to another so Service wire is not involved. However, incidental requests for service wire or NID moves on services billed in IABS are handled as "Inside Moves" when applicable. The ASR is marked with ACT=M.
Network Interface Device Moves
The NID is a means of connection for on-premises wiring and Qwest's distribution plant. The simple NID is generally placed on the outside of a single-family residence and allows connection of Qwest facilities to end-user owned inside wire. Only simple NID moves are applicable to this section.
NID moves occur when an end-user requests a move of a NID from one physical location to another location on the same building at a single-tenant unit. Aerial or BSW moves may also be required when you request a NID move and additional charges may be applicable (see above). You may request a simple NID move via a LSR and Qwest will perform the associated work.
By submitting a request for a NID move on an original or supplemental LSR, you are authorizing Qwest to perform NID work and accepting the charges.
Rates for NID moves are not contained in your Interconnection Agreement and an amendment is not required. Instead, you will be billed the same rates a retail end-user would be billed. Applicable Retail Universal Service Order Codes (USOCs) will be used to bill retail tariff rates. For additional information related to USOC and Field Identifiers (FID) refer to USOC / FID Finder. NID move work charges are determined by tariff and State. Rates for this activity can be found in the Retail Tariff.
Rate elements may also include "Additional Labor Charges" to perform work at the end-user premises. On existing services a "Dispatch" charge will be billed along with the "Additional Labor Charge". Rates for these charges may be found in the Retail Tariff.
Note: If an LSR is submitted because the service wire and/or NID work is initially thought to be simple, a Qwest technician may be dispatched only to find that work cannot be completed via LSR due to one or more elements that must be engineered or requires special construction. The Qwest technician will status the LSR to Qwest engineering. A Qwest engineer will contact you to determine the scope of the job, and provide a quote. The quote may contain a combination of network premises work charges, additional labor, wiring charges or other applicable charges. The request will be handled on an engineering job and the quote must be accepted by you before Qwest will perform work.
Correcting the Wrong Demarcation on Repair/Moving the Demarcation
If the demarcation point is not found or the service is not working at the expected location and you want Qwest to correct or move the demarcation point, see additional language found in the Maintenance and Repair Overview under CLEC Roles and Responsibilities section, Correcting the Wrong Demarcation on Repair/Moving the Demarcation sub-section.
Moving Existing Circuits From One Demarcation to another at Same Premises
Your end-user has requested to move existing circuits from one Demarcation to another at the Same Premises. This usually indicates the end-user is performing an inside move and may need inside wiring to extend their service from one terminating location to another.
First, explore the option of inside wiring from Qwest (where applicable) or via a wiring vendor, as circuits can be extended from the existing demarc location internally. If inside wiring is not a solution and you desire a cut-over of circuits from one demarc to another within the same premises, you must submit an LSR ACT=T with an address change to a LOC that is served by the desired demarc. It is necessary to designate the address with precise LOC information so that Qwest inventory and 911 records are updated properly. If no address change or LOC designation is present, the LSR will be rejected. This activity requires full redesign and re-assignment of facilities. Applicable installation charges apply.
Tagging of Circuits at the Demarc
You may request tagging a demarcation point for any Qwest Service. This request can be submitted via your normal channels for submitting service requests. This type of request is considered Additional Labor. You may be billed an applicable charge.
When the CLEC requests tagging, when no repair condition exists, the following parameters apply:
If the CLEC requires information identifying the Demarcation Point to complete its installation, upon service order completion, Qwest will provide information identifying the location of the Demarcation Point (e.g., accurate binding post or building terminal binding post information) to the CLEC. If Qwest is unable to provide such information, the Demarcation Point is not tagged, and the CLEC has dispatched personnel to find the Demarcation Point and is unable to locate it, Qwest will dispatch a technician and tag the line or circuit at the Demarcation Point at no charge to the CLEC, if the CLEC informs Qwest within 30 Days of service order completion. If notification to Qwest is made more than 30 Days after the service order completion, Qwest will dispatch a technician and tag the line or circuit at the Demarcation Point and bill the Dispatch and Additional Labor Miscellaneous Elements.
General maintenance and repair activities regarding demarcation, dispatch information and the associated charges are described in the Maintenance and Repair Overview.
Resetting the dB loss on Unbundled DS1 Loops
Qwest will provision an Unbundled DS1 Loop) to meet American National Standards Institute (ANSI) standards. Depending on the type of installation option you choose, test results may or may not be provided at time of test and turn up.
Qwest does not have an option for you to request a 0dB level on your Unbundled DS1 circuit. However, when you order a Basic Installation with Cooperative Testing or Coordinated Installation with Cooperative Testing, your technicians have the opportunity to conduct joint testing with the Qwest technician and to mutually share relevant/applicable information pertaining to the demarcation information. If the prescribed transmission parameters (i.e., ANSI standards) do not work for your equipment or you are still experiencing problems with the circuit, Qwest will alter the dB loss setting where technically feasible, to make the circuit functional.
If you have not requested Cooperative Testing as part of your installation option, and you are experiencing problems with the circuit, your order will be completed and you will be required to open a repair ticket utilizing the QCCC Warranty process. Detailed information for the QCCC Warranty process can be found in the Maintenance and Repair Overview.
ANSI Performance Report Messages (PRM)
ANSI PRM may be used to locate the trouble source on a T-1 circuit to either the telco or customer side of the demarc. ANSI PRM will be provided, where available, when a customer orders service via the appropriate NCI code found in Technical Publication, 1.544 Mbit/s Channel Interface, 77375. It is not known until Qwest designs the order whether this functionality can be provided. When available, your order will be provisioned as requested. If ANSI PRM is not available, Qwest will change the NCI code as appropriate for non ANSI PRM, and Qwest will notify you based on your ordering method, to enable the continued provisioning of the service. No supplemental order is required from you.
If your request was issued on an ASR, a Clarification/Notification Request (C/NR) form will be sent to you and the new NCI code will appear in the Remarks section and CNT field will be populated with a D (remarks, information only).
Pre-Provisioning Requests (AZ Only)
Traditionally, when a service is ordered to a new living unit (including a facility for UNE use), the continuity of the field side of the network is completed on the Due Date. This continuity includes placement and termination of the drop wire, placement of the network interface device (NID) and connection of the drop to Qwest's network at the serving terminal. This work is in addition to the completion of continuity on the central Office side of the network (connection of jumpers on the MDF and switch or collo). Qwest will pre-provision (placement and termination of the drop wire, placement of the network interface device and connection of the drop to Qwest's network at the serving terminal) the continuity of the field side of the network in AZ for residential locations at the provider's request. The CLEC can request pre-provisioning prior to submitting a service request, by sending an e-mail including the pertinent information (state, community name/city, subdivision name and address of the new living unit) to AzLPCC85@Qwest.com. The pre-provisioning work is performed after the developer notifies Qwest, that a conduit is in place or a trench is open to the new living unit, and will be completed as workload permits.Exceptions
Please contact your Service Manager for additional information regarding the following:
Order Entry
For NID moves or Service Wire Rearrangement/Relocation/Replacement and for Tagging of Circuits at the Demarc, populate the LSR/ASR as follows:
Delivering UNE, Resale, and Interconnection Services
To deliver your Wholesale products and services, Qwest's Service Delivery Coordinators (SDC) and Customer Communication Technicians (CCT) work with your designated point of contact, identified on your service request. We will coordinate the necessary provisioning and installation functions, using our existing processes for both dispatched and non-dispatched orders, communicating with our internal organizations and your contact to deliver the services requested.
When you request a conversion from one service or provider to another and experience a problem, you may request to have the circuit cut back to its original state. A cut back may be requested on the DD after notification that the cut is complete and prior to your acceptance of the service request. The cut back process allows you to return your end-user's service to its original state. If you request that your circuits be returned to their original state and the service order is complete (you accepted the service request), follow the Restoral Process in the Expedites and Escalations Overview PCAT. If you request a cut back on one circuit, all associated circuits on the same ASR/LSR are restored to their original state. You will need to contact us to request a cut back by notifying the appropriate organization within Qwest, i.e., the Qwest organization that contacted you regarding completion of the service request. When we receive notification, we will cut the circuit back to its pre-cut condition and place the original service request in jeopardy with an appropriate jeopardy code. Other lines included on the same ASR/LSR will also be placed in jeopardy status due to the cut back. You will be required to supplement your ASR/LSR with a request for a new DD.
The Batch Hot Cut (BHC) Process permits you to migrate existing analog services (e.g., 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 to a loop splitting arrangement. Refer to the Batch Hot Cut Process for additional information.
As your service request flows through our work centers, when critical provisioning, installation and/or testing functions cannot be performed on time, your service request may be delayed and a jeopardy code assigned. Subsequent due dates for orders in jeopardy for customer reasons will be established using normal processes in place today for both dispatched and non-dispatched orders. If the order in jeopardy requires a supplemental order, no further work will occur until the supplement is received. Supplements order processing is covered in the Ordering Overview web page.
Dispatching Qwest Technicians
Our Technicians are dispatched to perform installation and test work, either at your premises or your end-user's premises as required for the services ordered. If your Technician or end-user requests additional work or services that are not on the original service request, the Qwest technician will advise your technician or end-user to contact the order originator or service provider.
When our dispatched field technician arrives, we attempt to contact you if your technician is not available. If our technician can finish their work, we try to notify you of completion. If we are unable to contact you the service request is closed and a voice message is left notifying you that the service is installed with all testing completed. If your designated contact cannot be reached, and our technician cannot complete the required work and/or testing, your service request is delayed, a jeopardy code is assigned, and additional dispatch charges may apply. When you request a new due date, and a dispatch is required to complete the installation and testing, a minimum interval of three business days is necessary.
You have the ability to query the service order dispatch "estimated start time" through the IMA Post Order Status functionality. The functionality will eliminate the need for calling into the Qwest Center to obtain real time data for dispatches on the due date. General IMA activities are described in the Interconnect Mediate Access (IMA).
Circumstances Impacting Service Delivery
Conditions preventing Qwest from completing your service as requested include:
For all service requests there is a maximum time allowed for you to delay acceptance of service. The maximum delay for a "Customer Not Ready" (CNR) condition for services ordered is 30 business days from the original due date. On the 31st business day if you have not accepted or cancelled your service request, Qwest will automatically cancel it and bill you appropriate cancellation charges.
For services ordered via a LSR form, jeopardy notices are issued within two business days of the Qwest Service Center receiving notification of the CNR condition. The CNR jeopardy notice will provide information regarding the action required during the 30 business days you have to respond. If you wish to accept the service within the 30-business day timeframe, issue a supplement with a new due date that occurs within 30 business days of the original due date for service. Note: for products that follow Qwest's Designed Services process flow, there is a minimum due date of 3 business days from the date you submit the supplement to Qwest. If you wish to cancel the service request within the 30-business day timeframe, issue a SUP to cancel the service request. Appropriate cancellation charges will apply. If you have not accepted the service by the 31st business day, your order(s) will be canceled, the LSR will be rejected, and appropriate cancellation charges will apply.
For Disconnects ordered via a LSR form, a CNR jeopardy notice is sent to notify you of the CNR condition and to provide information regarding the action required during the 10 business days you have to respond. If you wish to disconnect service on a new due date within 30 business days of the original due date, you must issue a supplement requesting the new due date within 10 business days of the original due date. If you wish to cancel the disconnect service request, you must issue a supplement within 10 business days of the original due date. If you have not issued a supplement within 10 business days of the original due date, your service request will be canceled on the 11th business day after your original due date. If you still wish to disconnect service after your previous service request has been canceled, you must submit another LSR form
For services ordered via an ASR form, the originator is advised of the CNR condition via the ASOG Clarification/Notification Request (C/NR) form advising you that action is required during the 30 business days that you have to respond. If you wish to accept the service on a new due date within 30 business days of the original due date, you must issue a supplement requesting service on the new due date. Note: there is a minimum due date of 3 business days from the date you submit the supplement to Qwest. For Local Interconnection Service (LIS) only, if you wish to accept billing for service on the original due date before accepting the service itself, contact your SDC to complete the service request. If you wish to cancel the service request within the 30-business day timeframe, issue a supplement to cancel the service request. Appropriate cancellation charges will apply. If you have not accepted the service by the 31st business day or did not accept billing (for LIS only), your order(s) will be canceled and appropriate cancellation charges will apply.
For Disconnects ordered via an ASR form, the originator is advised of the CNR condition via the C/NR form advising you of the CNR condition and to provide information regarding the action required during the 10 business days you have to respond. If you wish to disconnect service on a new due date within 30 business days of the original due date, you must issue a supplement requesting the new due date within 10 business days of the original due date. If you wish to cancel the disconnect service request, you must issue a supplement within 10 business days of the original due date. In you have not issued a supplement within 10 business days of the original due date, your service request will be canceled on the 11th business day after your original due date. If you still wish to disconnect service after your previous service request has been canceled, you must submit another ASR form.
CNR Managed Projects
Defined as "any request for service from a single CLEC resulting in the issuance of multiple service requests that must be worked simultaneously for the request to be completed" with each request having a valid assigned Project ID (PRN) and a Project Manager/Coordinator monitoring the project.
When a service request is part of a project and you are not ready to accept the service 30 business days after the original Due Date, the same process (described above) is followed. The Project Manager will be notified at the same time the Cancellation Notice is sent.
Service Drop Wire or Conduit Placement
When a field technician is dispatched out to perform installation for a Wholesale order and he/she determines that initial/additional service drop wire (for residential premises) and/or conduit placement (for business premises) is required, the following will apply:
Disconnect Orders
Qwest handles disconnects with the same care as new installations or rearrange orders. For products that follow the POTS workflow, Qwest will process your disconnect order upon receipt. For products that follow the Designed workflow, Qwest will take additional steps to ensure that your service request is handled appropriately. These steps include the following:
If the Qwest CCT is unable to reach your contact personally via voice messaging or e-mail*, they will contact the Order Originator to advise them that the disconnect request will not be completed unless or until Qwest receives confirmation from you. If the CCT is able to leave a voice message, the order will be re-scheduled following your return call and according to your instructions. Qwest will not disconnect service unless or until we make direct contact with you and a supplement is issued.
If you are not interested in receiving a confirmation telephone call or e-mail* prior to Qwest disconnecting your service, the Quick Release Disconnect (QRD) process will allow you to option out of the confirmation telephone call on an order by order basis. To take advantage of the QRD process, you must complete the following steps:
If you wish to use the QRD option and you fail to provide the appropriate entries on the ARS or LSR form, you must issue a supplement. Your Qwest SDC cannot add QRD to your service request.
* If you are not interested in receiving a confirmation telephone call, the CLEC can opt into e-mail confirmation. The e-mail notification will only take place if you have provided a (one) permanent e-mail address to your Qwest Service Manager designated for Unbundled Disconnect Confirmation.
Loss Notification
A Qwest Loss Notice (LN), also referred to as "Provider Notification (PN)", provides Post-Order information regarding outward line activity authorized by end-users when they select a new local service provider. LNs are available to IMA GUI and XML XML users. You may receive a LN as follows:
Refer to the LSOG (refer to Provider Notification) for detailed information regarding LN.
Completion Notification
The Qwest Completion Notice (CN), also referred to as "Completion Response" is a Post-Order function and is available for IMA GUI and IMA XML users. For detailed information contained in the CN, refer to LSOG.
Post Completion Notification
After a LSR has completed, there are times when it is necessary for Qwest to make changes to the original service order or issue replacement or correction service orders. The Post Completion Notification Process is used to contact you when changes have been made to the original order activity or when subsequent order activity has been issued (post completion).
When post completion order activity warrants notification, a Qwest SDC will send an e-mail message to the LSR originator within 24 hours with the pertinent details. If an e-mail address was not provided on the LSR (i.e., IMA XML requests), the LSR originator will be contacted to obtain the appropriate e-mail address or an alternative address to use to notify you. If you have any questions associated to Post Completion notices, you can call Qwest at 866 434-2555 for assistance.
Billing Completion Notification
When all the service orders associated with a LSR have posted to the Qwest billing system, we will send you a Billing Completion Notification (BCN). This notification will be sent automatically via IMA for all service order records contained in IMA.
The BCN will contain the LSR PON, order numbers, the updated Account Number (AN) (including Customer (CUS) code), and the billing completion date. You may request that a duplicate BCN be faxed and/or e-mailed to you by calling Qwest at 1-888-796-9087.
You must sign up to receive the BCN by contacting the IMA Help Desk. After you subscribe, you will begin receiving the notices the next business day.
Loss and Completion Reporting
In today's competitive environment end-users are free to choose their local service provider as well as change the products/services they purchase from their provider. Qwest reports this end-user activity (movement to and from Qwest, movement from CLEC to CLEC, as well as changes on the end-user's account) on two reports: the Loss Report and the Completion Report.
Loss and Completion Reports contain activity that notifies you when work-order activity is completed, impacting you or your end-user's account. Loss and Completion Reports are generated within Qwest's 14 state local service territory and only for specific products. Refer to our Billing Information - Additional Outputs web page for more information about these specific products.
Report Frequency and Delivery Methods
Generated daily, Loss and Completion Reports are sent to your assigned point of contact via the transport medium (e.g., NDM (Direct or Dial-In), Electronic Fax, or by WEB) you choose. The Customer Questionnaire lists specific requirements related to the various delivery methods.
We recommend large reports be sent in a flat file format, which can be mechanically parsed for your further use, while smaller reports in a report format may be more suitable for manual use. Refer to Loss and Completion Reports training web site which includes the Loss/Completion Sample Reports Job Aid to view examples of the Loss and Completion reports. Producing reports daily eliminates questioning if a report was missed. Exceptions to receiving the report daily include service orders that do not meet required report edits. The orders that error due to reporting edits are corrected so they may subsequently appear on the report. When a report is not received, it could be a transport issue needs to be resolved. For assistance (e.g., No File Received, Data Content, Missing Orders or Incorrect Data, Change Transport Medium, Re-send Report), or if you have questions, contact the Wholesale Systems Help Desk at 888-796-9102.
If you are not receiving your Loss and Completion Reports, contact your Qwest Service Manager for assistance.
Local Qwest 101 "Doing Business With Qwest"
Qwest offers a variety of product related training courses that cover provisioning, installation and testing details for our UNE, Resale, and Interconnection products and services. Click here to review our Course Catalog or refer to individual product and service web pages to identify specific training recommendations.
Frequently Asked Questions (FAQs)
This section is currently being compiled based on your feedback.
Last Update: July 24, 2009
