Transcript Voice Over IP / Internal Presentation

Q Q
ww
e se ts t W Wh ho ol le es sa al lee MM aa rr kk ee tt s
Wholesale Markets
The Qwest CLEC Forum
May 13-14, 2002
The information provided on every slide in the following presentation is for training purposes
only. The information provided does not create or modify any legal obligations, promises or
expectations between Qwest and CLEC customer. The parties’ relationship is governed by
existing legal obligations and contracts.
WEB NAVIGATION DESIGN & NOTIFICATION
Content Overview

Web Site Overview

Key URLs for CLECs

General Browser Use

Product Catalog

Notification

CLEC Notices on the Web
Qwest Wholesale Markets
2
NAVIGATION DESIGN
Getting Around the Wholesale Web Site
Strategy of Design
Create and maintain a site
that is:
Easy to use and understand
 Minimal scrolling
(wide and deep)
 Common industry standard
language
 Drop-down retrievable
architecture for quick-find.

Qwest Wholesale Markets
3
NAVIGATION DESIGN
Getting Around the Wholesale Web Site


Home Page: www.qwest.com/wholesale
Horizontal Navigation:







Products & Services
Resources
Operations Support Systems
Network
Training, Notices & Forums
Customer Service
The horizontal navigation is
designed for quick “surfing.”
Qwest Wholesale Markets
4
NAVIGATION DESIGN
Getting Around the Wholesale Web Site
CLEC focused
menus – dropdown
menu categorizes
by common
element with links
between – where
appropriate.
• Access &
Transport
• Billing
• Interconnection
• Interexchange
Access
• Internet & Data
• Global Business
• Payphone
• Resale
• Voice Solutions
• Wireless
• 271- Qwest
Performance
Results
• Change
Management (CMP)
• Forecasting
• MSA/Geographic
Zone Data
• Glossary &
Acronyms
• Local Services
Ordering Guide
(LSOG)
• PIC/LPIC
Verification
• Regional
Subscription System
• Resale Product
Database (RPD)
• Service Interval
Guides (SIG)
• SGATs
• Tariffs
• USOC/FID Finder
• OSS Overview
• OSS Production
Support
• CLEC
Performance
Results
Reference
Guide
• CEMR & RCE
• CTAG
• IMA EDI
• IMA GUI
• MEDIACCEBTA
• BVMS Lookup
Table
• Fiber Data Reports
Tool
• Training – Courses
& Guides
• Notices – Letters
& Subscribe Tool
• CLECs &
Resellers
• Interexchange
Carriers
• ICONN Database
• Forums &
Meetings
• Wireless
Carriers
• Payphone
Service
Providers
• Network
Disclosures
• OSP Space Denial
Tool
• Raw Loop Data
• Sale of Central
Office Provisioning
(SCOP)
• Street & Wire
Center Information
• Technical
Publications
Qwest Wholesale Markets
• Enhanced
Service
Providers
• ISPs & ASPs
• Account Team
• Customer
Contact
5
NAVIGATION DESIGN
Key Sites
Sites most often accessed by CLEC customers.
Getting Started
Facilities Based CLEC
Resale CLEC
http://www.qwest.com/wholesale/clecs/clec_index.html
http://www.qwest.com/wholesale/clecs/reseller_index.html
Information & Documentation
Local Service Ordering Guidelines
Change Management
Technical Publications
http://www.qwest.com/wholesale/clecs/lsog.html
http://www.qwest.com/wholesale/cmp/index.html
http://www.qwest.com/wholesale/notices/techPub.html
Tools
Business Voice Messaging
(BVMS Table)
Loop Fiber Tool
USOC/FID Finder
Service Interval Guide
http://www.qwest.com/wholesale/guides/bvms/
http://www.qwest.com/wholesale/loopfiberinventory.html
http://usocfidfind.qwest.com/
http://www.qwest.com/wholesale/guides/sig/index.html
Qwest Wholesale Markets
6
NAVIGATION DESIGN
Key Sites
Product Information
Interconnection Products
Resale Products
http://www.qwest.com/wholesale/pcat/interconnection.html
http://www.qwest.com/wholesale/pcat/resale.html
Systems
IMA GUI
IMA EDI
http://www.qwest.com/wholesale/ima/gui/index.html
http://www.qwest.com/wholesale/ima/edi/index.html
Training Information
Course Catalog
Schedule & Registration
http://www.qwest.com/wholesale/training/coursecatalog.html
http://www.qwest.com/wholesale/training/course_sched_reg.html
Presentations
Change Management
General Mtgs & Forums
http://www.qwest.com/wholesale/cmp/redesign.html
http://www.qwest.com/wholesale/training/tradeShow.html
Qwest Wholesale Markets
7
INTERNET NAVIGATION
General Browser Use
Things to Remember

PC Memory is a growing issue


Insure you have enough RAM to run your browser
and applications
Why Links from Doc’s or Presentations
don’t always work
Links to sites with large graphic appetites will stall
RAM ability to process
 Too many open application will reduce RAM operation


Reload and/or Refresh – Cache is the Key
 Make sure your PC’s cache is processing as you expect


If you don’t see what you expect – click Netscape’s
“reload” button or Explorer’s “Refresh” selection
Preferences – Each user may be set up differently
Qwest Wholesale Markets
8
NAVIGATION DESIGN
Finding Product Information
Interconnection and Resale sites hold primary documentation and/or
links to all local service products and services.
Products & Services
 Site for all Wholesale Product
Catalogs (PCATs)
 PCAT is a generic term for:
Business Procedures
Forms
Detailed Product Information



Qwest Wholesale Markets
9
Q Q
ww
e se ts t W Wh ho ol le es sa al lee MM aa rr kk ee tt s
CLEC Documentation
Training & Development
10
CLEC DOCUMENTATION
The Basics

Product Catalogs and Business Procedures (PCATs)

Local Service Ordering Guideline (LSOG)

Systems & Network Documentation

Available at www.qwest.com/wholesale
Qwest Wholesale Markets
11
CLEC DOCUMENTATION
What’s Available

Over 100 Interconnect and Resale Product Descriptions

Over 40 Business Procedure Documents

Over 10 Database Tools

18 LSOG Forms

Over 65 Training Courses/Job Aids (web based & Instructor led)

Over 10 User Guides

Over 2,300 other downloadable documents

Plus thousands of links to other Qwest sites as well as
other internet sites
Qwest Wholesale Markets
12
CLEC DOCUMENTATION
PCATs
Provide detailed product information:







Product Description
Pricing
Features/Benefits
Applications
Implementation
Contacts
FAQs
Qwest Wholesale Markets
13
CLEC DOCUMENTATION
PCATs
Also provide business
procedure information:

Getting Started

Billing Information

Expedites & Escalations

Migrations & Conversions

Process Overviews

etc.
Qwest Wholesale Markets
14
CLEC DOCUMENTATION
LSOG
20 documents explaining form by
form, field by field how to submit
local service requests to Qwest





Local Service Request Form
End User Form
Loop Service Form
Resale Services Form
etc.
Qwest Wholesale Markets
15
CLEC DOCUMENTATION
Document Management


Documentation is developed according to established templates
and standards
Change Management Process is followed for document changes:
History Log
Web Change Notification Form
Document Review Site (level dependent)



Qwest Wholesale Markets
16
TRAINING & DEVELOPMENT
The Basics



Training course & curriculum
development
Training course delivery
Infrastructure and operations
Qwest Wholesale Markets
17
TRAINING & DEVELOPMENT
CLEC Course Catalog


Training courses and classes cover a variety of subjects
including Qwest products, processes and systems

Over 15 Instructor Led classes

Over 30 Web Based courses

Over 20 Downloadable Job Aids / Guides
Course Description Sheets provide details of each course
Qwest Wholesale Markets
18
TRAINING & DEVELOPMENT
Schedule and Registration

Customers can:





View quarterly class schedule
Select class to attend
Register for class
“Wait List” for class
Qwest will send class registration
confirmation
Qwest Wholesale Markets
19
A Look Back
In the past 15 months, Qwest has:





released over 60 new training opportunities for
customers
conducted over 200 training classes
trained over 1550 customer students
received over 5400 customer hits on web-based
training
achieved over 94% customer satisfaction with its
training programs
Qwest Wholesale Markets
20
A Look Forward
In 2002, Qwest is planning on:

maintaining existing customer curriculum

offering system release training

creating more advanced hands-on training

developing “quick shots” distance learning
opportunities
Qwest Wholesale Markets
21
Q Q
ww
e se ts t W Wh ho ol le es sa al lee MM aa rr kk ee tt s
Document Review
& Notification Design
22
NAVIGATION DESIGN
Document Review Site
Document Review is the central site for all
documentation available for CLEC comments.


Sits in the CMP web architecture
Will host documents available for
review and comment
Tech Pubs
Product/Process
Systems
Will host Qwest responses to CLEC
comments
Links to Customer Notice Archive
Archive for former Review Documents






Qwest Wholesale Markets
23
NOTIFICATION DESIGN
Qwest Naming Convention for Notices
Main Categories
Sub-Categories
Notice Types
Change
Management
CMP Process
Distribution List
Change Request
Meeting Agenda/Material
Redesign/Enhancement
General Notice
General
Announcements
Meetings
General Notice
Network
Announcements
Meetings
Engineering
Tech Pubs
Wire Center
OSP
Call Center
General Notice
Process
Billing
Forecasting
Maintenance/Repair
Pre Ordering
Business Procedures
General
Ordering/Provisioning
General Notice
Product
Ancillary
Forecast
Resale
Collocation
LIS/Interconnection
UNE
General Notice
Systems
Billing/IABs/CRIS
EXACT
IMA EDI
MEDIACC
Raw Loop Data
TELIS
CEMR
HEET
IMA GUI
PREMIS
SATE
Release Notice
General Notice
Training
Planned Outages
Tariff
No Sub-Category
General Notice
Training
No Sub-Category
General Notice
Web Updates
Announcements
URL Updates
Qwest Wholesale Markets
General Notice
24
NOTIFICATION DESIGN
Customer Notification Letter Archive


URL is http://www.qwest.com/wholesale/notices/cnla
Based on the Qwest Naming
Convention

Each CLEC “notice” is
categorized by a main subject
matter category and available an
easily accessible download
format.
Searchable Database

Links from CMP site

Qwest Wholesale Markets
25
NOTIFICATION DESIGN
Notice Delivery – Email Subject Line



Direct email delivery via [email protected]
Will receive direct email on each notification. Will following
naming convention in email subject status line. Sample below:
Subscribe to notices via online tool
http://www.qwest.com/wholesale/notices/cnla/maillist.html

Subscribe and Unsubscribe to all or any of the notification types

Official means of delivery for Qwest’s notifications
Qwest Wholesale Markets
26
NOTIFICATION DESIGN
Deciphering the Cover Letter
Identifier Section




Announcement Date – date notice is distributed
Effective Date – date on which the activity
described becomes operational
Document Number – Qwest’s means to identify
each individual notice (also drives CNLA Database)
Notification Category – Main category of naming
convention

Target Audience – distribution group

Subject – what the notice is about


Level of Change – Levels zero – 4. Present for
notices associated with CMP Product/Process only
Associated CR# - listed when appropriate
Qwest Wholesale Markets
27