Transcript Slide 1
Wholesale Customer Web, Documentation, Training www.qwest.com/wholesale Sue McNa
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
• Design & Navigation – What’s New – What’s Coming • Key URLs for CLECs • Product Catalogs (PCATs) • Customer Notification © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
NAVIGATION DESIGN
Getting Around the Wholesale Web Site Strategy of Design
Design and maintain a site that: • Is easy to use and understand • Provides logical navigation – Multiple links to the same info – Targeted search engine • Offers Drop-down menus for access to most used links • Embodies our “Spirit of Service” © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
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 Horizontal Navigation is designed for quickly accessing most common areas. © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
NAVIGATION DESIGN
Getting Around the Wholesale Web Site What’s New
Agreements & Amendments Section Redesigned to make easier to locate regulatory info Groups common info together Provides Quick Links in right hand column © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
NAVIGATION DESIGN
Getting Around the Wholesale Web Site What’s New
IMA to LSOG Help Tool Automated pop-up window that takes an IMA user to specific field in LSOG documentation for aid in completing task.
Ties IMA Order fields to specific field description in LSOG.
Example of popup window for Resale Services
© 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
NAVIGATION DESIGN
Getting Around the Wholesale Web Site What’s Coming
Redesign Customer Service Site Will contain quick links to useful information now found in specific documentation Specific feedback tool for input to documentation content Incorporate overall qwest.com Spirit of Service Will roll out a new visual design Will not impact content or current navigation © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
NAVIGATION DESIGN
Getting Around the Wholesale Web Site What’s Coming
Document Review Archive Redesign Reduce Scrolling Add Drop Down Menus by date to simplify sorting and retrieval of reference material Customer Notice Site Database Redesign Shorter search and retrieval timeframe No changes to categories Refine search parameters for faster info accessibility © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
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
Agreements & Amendments http://www.qwest.com/wholesale/clecs/agreementsamendments.html
Local Service Ordering Guidelines http://www.qwest.com/wholesale/clecs/lsog.html
Change Management Technical Publications http://www.qwest.com/wholesale/cmp/index.html
http://www.qwest.com/wholesale/notices/techPub.html
Tools
USOC/FID Finder Service Interval Guide http://usocfidfind.qwest.com/ http://www.qwest.com/wholesale/guides/sig/index.html
© 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
NAVIGATION DESIGN
Key Sites
Product Information
Interconnection Products Resale Products
Systems
IMA GUI IMA EDI
Training Information
Course Catalog Schedule & Registration
Meetings & Presentations
Change Management General Mtgs & Forums http://www.qwest.com/wholesale/pcat/interconnection.html
http://www.qwest.com/wholesale/pcat/resale.html
http://www.qwest.com/wholesale/ima/gui/index.html
http://www.qwest.com/wholesale/ima/edi/index.html
http://www.qwest.com/wholesale/training/coursecatalog.html
http://www.qwest.com/wholesale/training/course_sched_reg.html
http://www.qwest.com/wholesale/cmp/redesign.html
http://www.qwest.com/wholesale/training/tradeShow.html
© 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
NAVIGATION DESIGN
Finding Product Information
Interconnection and Resale sites hold primary documentation and/or links to local service products and services.
Products & Services
Site for Wholesale Product Catalogs (PCATs) Local Service PCATs are found under: PCAT is a generic reference for: Business Procedures Interconnection Resale Detailed Product Information © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
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 customer notifications © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
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 © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
DOCUMENTATION
The Basics
Product Catalogs and Business Procedures (PCATs)
Local Service Ordering Guidelines (LSOG)
Systems & Network Documentation - User Guides & Tech Pubs
Available at
www.qwest.com/wholesale
© 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
DOCUMENTATION
What’s Available
133 Interconnect and Resale Product Descriptions 44 Business Procedure Documents Over 10 Database Tools 21 LSOG Documents Over 10 User Guides Over 2,500 other downloadable documents Over a thousand different links to Qwest sites as well as other internet sites © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
DOCUMENTATION
PCATs Provide detailed product information:
Product Description Pricing Features/Benefits Applications Implementation Contacts FAQs © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
DOCUMENTATION
PCATs Also provide business procedures:
Getting Started Customer Contacts Expedites & Escalations Migrations & Conversions Ordering Overview etc.
© 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
DOCUMENTATION
LSOG
21 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.
© 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
DOCUMENTATION
Document Management
Documentation is developed according to established templates and standards Change Management Process is followed for document changes: History Log Appropriate Notifications Document Review Site (level dependent) Redline vs. Green highlight © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
Standard PCAT Template
DOCUMENTATION
Recent Successes & Future Opportunities
What’s New
Red-line vs. Green Highlight in PCATs Improved Summary of Change description on Notices
What’s Coming
CLEC Documentation Request Process trial Continued analysis of RPD and External Documentation site Develop Access documentation © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
TRAINING & DEVELOPMENT
The Basics
Training course & curriculum development Training course delivery Training operations and infrastructure © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
TRAINING & DEVELOPMENT
CLEC Course Catalog
Training currently covers a variety of subjects including Qwest products, processes and systems: 24 Instructor-Led classes 35 Web-Based courses 25 Downloadable Job Aids/Guides Course Descriptions provide details of each course Public courses are currently offered at no charge © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
TRAINING & DEVELOPMENT
Schedule and Registration
Customers can: View quarterly class schedule Select class to attend Qwest will conduct private class offerings at your location Register for class “Wait List” for class Customers pay trainer airfare and hotel costs Contact your service manager for more information © 2002 Qwest Communications International Inc.
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TRAINING & DEVELOPMENT
A Look Back
In the past year, Qwest has:
released almost 100 new and updated training opportunities for customers conducted over 250 training classes trained over 1100 customer students received over 3000 customer hits on web-based training achieved 95% customer satisfaction with its training programs © 2002 Qwest Communications International Inc.
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TRAINING & DEVELOPMENT
A Look Forward
In 2003, Qwest is planning on:
maintaining existing customer curriculum continuing to offer system release training creating new and more advanced training developing “quick shots” distance learning opportunities © 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced
© 2002 Qwest Communications International Inc.
Confidential and Proprietary. Not be distributed or reproduced