FAIRPOINTWHOLESALE
FairPoint Change Mgt Meeting & Wholesale User Forum
Rich Murtha - Vice President Wholesale Customer Operations
February 12, 2015
FAIRPOINTWHOLESALE
Agenda – Opening Remarks
and Conference Call Etiquette
 Mute Phones when not speaking *6 (*6 again to un-mute)
 Never put your phone on hold to take another call (avoids
music on hold)
 State your name and company when speaking
FAIRPOINTWHOLESALE
Agenda – 1:30PM to 3:00PM
Wholesale User Forum & Change Management Process
Agenda
1:30PM to 1:40PM
Introductions – Agenda
1:40PM to 2:30PM
Special Topics:
 Work Stoppage – Operational Issues
 Wholesale Sales Team Update
 WHD/WSC
2:30PM to 2:45PM
Type 1 Change Request (CR) Review
2:45PM to 2:55PM
Type 2, 3, 4, and 5 Change Request (CR) Review
2:25PM to 3:00PM
Wrap Up, General Notifications, Next Steps, Closing
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FairPoint Change Mgt Meeting & Wholesale User Forum
Work Stoppage – Operational Issues
Rich Murtha - Vice President Wholesale Customer Operations
FAIRPOINTWHOLESALE
Wholesale User Forum and Change Management Process
 Questions
4
FAIRPOINTWHOLESALE
FairPoint Change Mgt Meeting & Wholesale User Forum
Operational Review: Billing
Tom Nolting - Vice President Billing Support & Revenue Assurance
FAIRPOINTWHOLESALE
Working Session Operational Review – Billing
 BDT Quality Improvement
 CR4046 deployed 12/4/14 with testing showing valid primary ID on 97% of the
listing services. Resolved inconsistencies with how charges displayed.
 Addressing remaining small pockets of live listing and Kenan components that
are missing the TN attribute matching between MetaSolve, Siebel, Network and
other sources.
 Trouble Ticket Billings
 New automation & capabilities for dispatch completed in Q1 of 2014; missing
portions of valid billable charges that subsequently invoiced in Q3/Q4.
 Aware of some volume of Trouble Ticket billings subject to claims.
 Status Ongoing Disputes & Billing Activity
 Disconnected Services– monitoring backlogs/fallout through Work Stoppage to
resolve orders to flow with all owed credits applied.
 ARC charged as taxes – CR3060 effort to correct surcharges, FUSF, SLC
inconsistencies; resolved with last deployment on 9/1/2014.
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FAIRPOINTWHOLESALE
Working Session Operational Review – Billing
 Ongoing Disputes & Billing Activity (Continued)
 Local Usage Cap Issues - One example April „14 of cap logic not applying
correctly Centrex service. Aren‟t finding review of logic what is not working
correctly. Current examples would help capturing the primary concern in CR.
 Incorrectly billing multiple quantities - Reporting USOC‟s (e.g. EEL Mileage)
should bill as 1 unit shown with multiple charges and requires additional work to
verify quantity and rates. Need further specification and examples of concern.
 Resale - Reassigned/Swapped numbers still billing under the old number which
no longer exists in system. Current releases to add Charging for DL Migrations.
 Insuring Effective Receipt of Claims
 Website: http://www.fairpoint.com/wholesale/resources/billing/
 Template and guidance can be found under “Additional Billing Documents”
 Items that are causing files not to be uploaded:
1. There is more than one customer claim ID per submitted file
2. Claim Type is incorrect or invalid
3. Wrong Template is used
4. Missing Circuit #‟s (i.e. add NA if there is nothing)
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FAIRPOINTWHOLESALE
Wholesale User Forum and Change Management Process
 Questions
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FAIRPOINTWHOLESALE
FairPoint Change Mgt Meeting & Wholesale User Forum
Wholesale Sales Team Update, Datacenter Retail Collocation
Michelle Owczarzak - Vice President Wholesale Sales
Robert Moran - Senior Product Manager
FAIRPOINTWHOLESALE
What is Datacenter Collocation
Secure, controlled data center space for computing and
storage equipment
 Includes Power and Network Connectivity
 A cost-efficient alternative to building and maintaining a private
or on-premises facility
FAIRPOINTWHOLESALE
Why Customers Use Collocation
Primary or Secondary Data Center
 Lease vs. Build: Cost Effective, Pay as you Grow
Customers needs additional IT capacity and either do not have the required
capital investment, are not incented to purchase additional real-estate or do not
want to take on a major construction project
 Space Requirements Uncertain: Elasticity
Customers‟ compute or storage needs are uncertain or may fluctuate over time
as a function of their business environment and they require the ability to scale
their infrastructure to better match their operating costs with company revenue
Disaster Recovery:
• Off-Site Reliability, Business Continuity
Customers require secure and reliable
off-site capacity for business continuity
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Cloud Provider Point Of Presence
Cloud solutions are growing at very high rate.
 IaaS is growing 38% annually (Gartner, 2014)
 SaaS is growing at 19% annually (Gartner, 2014)
As Cloud providers grow their business, they often need to scale
their solution into regions further away from their datacenter
Satellite datacenters increase performance (reduce latency) and
off-loads the primary and secondary datacenters
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FAIRPOINTWHOLESALE
Datacenter Features
(varies by location)
 Type:
• Cage (over 300 sq ft); Full Rack (42 RU); Half Rack
 Power:
• 110Vac / 208Vac / 20A, 30A, or 50A circuits
• Generator backup with fully redundant power feeds from diverse PDU
 Security:
 24x7x365 biometric and keycard customer access
 24X7 Video Monitoring
 Environment:
• Redundant HVAC systems (heating/cooling)
• VESDA smoke detection fire suppression system
• Leak/water detection system
 Compliance
• SOC certification in 2015
 Network Connectivity
• CES or WAVE (separate purchase required)
• Meet me room
 Other:
• Loading docks & freight elevator
• Equipment staging area and Customer lounge
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FAIRPOINTWHOLESALE
Why Choose FairPoint
 As the regional ILEC, FairPoint is a large and stable company who
you can trust with your colo business
 FairPoint‟s colo customers benefit from the same robust
infrastructure that is used to protect our COs and Datacenters
supporting 911 & local phone service
 FairPoint owns our own facilities which reduces your risk and
enables FairPoint to deliver very competitive pricing compared to
our competitors
 With hundreds of COs and Datacenters in our footprint, FairPoint
has the ability to build datacenters in locations required by our
customer
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FAIRPOINTWHOLESALE
Datacenter Collocation
If you require Datacenter
Collocation
Let us help
you attain your goals.
Please contact your account team for
further information
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FAIRPOINTWHOLESALE
Wholesale User Forum and Change Management Process
 Questions
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FAIRPOINTWHOLESALE
Benefits of Datacenter Collocation
 Cost-Effective: Reduces the capital and operational
costs of housing and protecting mission-critical
systems
 Scalable: Modular, „pay-as-you-grow‟ design ensures
businesses pay only for what they need and scale
capacity as they grow
 Physically Secure: Monitored facility ensures
industry leading physical security of equipment and
data
 Highly Reliable: Power, environment and network
connectivity backed by highly available, redundant
subsystems
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FAIRPOINTWHOLESALE
FairPoint Change Mgt Meeting & Wholesale User Forum
WHD-Wholesale Help Desk & WSC-Wholesale Service Center
Theresa Sampietro – Sr. Specialist Wholesale Support
Susan Corthell – Sr. Manager - Wholesale Service Center
Henry Lopez – Sr. Manager - Wholesale Customer Relations
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WHD-Wholesale Help Desk: Who’s Who
 Two Senior Specialists
 Theresa Sampietro
 Sarah Grant
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FAIRPOINTWHOLESALE
WHD-Wholesale Help Desk: General Information
The Wholesale Help Desk (WHD) is the single point of contact for:
 System Availability


Problems/slowness with system interfaces for Local, Access and Trouble Admin services
(VFO, WCP, etc.)
User ID & Password Changes
 System and Business Rule Errors

Returned responses inconsistent with current posted Error Message or the Business Rules.
 Billing/C2C/PAP Reports

Issues with receiving Daily Usage Feed (DUF), C2C/PAP and other reports.
 Notifications/Inquiries

VFO/eBond/UOM/NDM notifiers, Loop Qualification and Line Loss report issues
 Business Rules/Process Assistance


Assistance in locating documentation and/or clarification of Business Rules or PreOrder/LSR/ASR/TA submission processes to promote “single-pass” performance.
Entering a Trouble Ticket in VFO Trouble Admin Module
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FAIRPOINTWHOLESALE
Trouble Admin Page on the Wholesale Website
Importance of using VFO for TT
• Resources Tab
• Local and/or Access Page
• Scroll down
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FAIRPOINTWHOLESALE
WHD-Wholesale Help Desk: How to Contact
There are 3 methods of reporting issues to the Wholesale Help Desk.





Create a Self Service Ticket in the Wholesale Customer Portal (WCP)
URL: wcp.fairpoint.com
Email details to the Wholesale Help Desk
Email: whd@fairpoint.com
Call 877-648-3038 (Mon.-Fri. 8AM-5PM, Eastern)
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FAIRPOINTWHOLESALE
WSC-Wholesale Service Center: Who’s Who
 Center Manager
 Susan Corthell
 Team Leaders:
 Brian Petersen
 ASR
 Deborah Pearson
 LSR
 Douglas Clements
 LSR
 Nancy Johnson
 Directory Listings
 Lisa Hough - Specialist Customer Care Support
 VFO Assignments
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FAIRPOINTWHOLESALE
WSC-Wholesale Service Center: General Information
 The Wholesale Service Center (WSC) is the single point of
contact once your PON has been submitted
 If you have not received a FOC or a Valid Reject within 24/72
hours dependent on the order type, the rep will send a manual
update. (This should also be reported to the WHD as a potential
systems issue)
 WSC is your first point of contact for general customer service
related issues.
 Please allow 24 hours for order processing before contacting the
WSC
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FAIRPOINTWHOLESALE
WSC-Wholesale Service Center: How to Contact
 Call 866-925-8971 (Mon.-Fri. 8AM-5PM, Eastern)
 You will be prompted by the call vectoring options which will
guide you to the appropriate workgroup
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WHD – WSC on the Wholesale Website
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Wholesale User Forum and Change Management Process
 Questions
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FairPoint Wholesale Change Management Process
Type 1 Change Requests
Linda Rice - Senior Manager Wholesale Customer Relations
FAIRPOINTWHOLESALE
2015 Release Schedule
Major Release Schedule:
 March 20 – ASOG 50
 September 18 – ASOG 51
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FAIRPOINTWHOLESALE
FairPoint Wholesale Change Management Process
Type 2, 3, 4, and 5 Change Requests
Linda Rice - Senior Manager - Wholesale Customer Relations
Henry Lopez - Senior Manager - Wholesale Customer Relations
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Type 3 Industry Guidelines
Industry Forum
Change Request Summary
CR # 4382 - ASOG v50 Release
ATIS: OBF
Ordering Solutions -ASO
•Issue Date (Final Posting OBF) – Friday, September 26, 2014
•Flash Cut Weekend starting Friday, March 20, 2015
ASOG CTE
CLEC Testing – February 23 – March 13, 2015
Dates
73 days: Draft Business Rules
- FairPoint Communications Accessible Letter SYS 0347-01082015 - ASOGv50
Release
66 days: Draft Technical Specifications – TC’s have 15 days from publication of draft
documents to provide comments
- FairPoint Communications Accessible Letter SYS 0348-01152015 - ASOGv50
Release Update
45 days: Final Business Rules and Technical Specifications and error message
documentation
- FairPoint Communications Accessible Letter SYS 0349-02052015 - ASOGv50
Release Update
Effective Date/Implementation – Monday, March 23, 2015
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FAIRPOINTWHOLESALE
ASOG 50 GUI Changes
Transport Form
New fields: L2CPP, L2CP_ADDR, UNI_MSFS
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FAIRPOINTWHOLESALE
ASOG 50 GUI Changes
ACI Form
New fields: UNI_MSFS, SM
This new value will not be supported by FairPoint*
(New valid value “A” for the BI field. A = Indicates All to One bundling Port based service.)
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FAIRPOINTWHOLESALE
ASOG 50 GUI Changes
SES Form
New fields: HVP, L2CPP, L2CP_ADDR, UNI_MSFS, SM
This new value will not be supported by FairPoint*
(New valid value “A” for the BI field. A = Indicates All to One bundling Port based service.)
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FAIRPOINTWHOLESALE
ASOG 50 GUI Changes
EUSA Form
New fields: L2CPP, L2CP_ADDR, UNI_MSFS
This new value will not be supported by FairPoint*
(SR field allows a new value of M in the 1st and 3rd character.)
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FAIRPOINTWHOLESALE
ASOG 50 GUI Changes
EVC Form
1. New fields: BUM_FD, CEV_P, CEV_CP, MSFS, CIR_I, CBS_I, EIR_I, EBS_I, CMI_I, BCF_I
2. Deleted L2CP field
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FAIRPOINTWHOLESALE
ASOG 50 GUI Changes
*FairPoint will support all the changes except the following:
1. FairPoint will not be accepting the new BI valid value A on the SES and ACI Forms.
2. FairPoint will not be accepting the new M value in the 1st and 3rd character of the SR field on
the EUSA form.
3. FairPoint will continue to not accept SUP 2 prior to FOC, the XSD support of MEC (provider to
provider process via system), or combo Switched Ethernet EVC orders.
Form
ACI
SES
EUSA
Field
BI
BI
SR
Error Code
FPT010
FPT011
FPT012
Business Rule
If BI is populated and equals “A”,
then error.
If valid value Not Equal to Y, then
error message.
If BI is populated and equals “A”,
then error.
If valid value Not Equal to Y, then
error message.
If 1st or 3rd characters of the SR field
is M, then error message.
If position 1 is not equal to values
A,B,C,D,E,F,G,H,J,K, L, N,X or If
position 2 is not equal to values
1,2,3,4,5,6,7, N,X or If position 3 is
not equal to values
A,B,C,D,E,F,G,H,J,K,L, N,X, then
error message.
Error Message
“FairPoint valid value is Y for BI field.”
“FairPoint valid value is Y for BI field.”
“FairPoint valid values are
A,B,C,D,E,F,G,H,J,K, L, N,X for positions 1
and 3 and 1,2,3,4,5,6,7, N,X for position
2”
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FAIRPOINTWHOLESALE
ASR Mechanization Specification Retirement
 Proposed for November 2015; FairPoint will retire the ASR Mechanization Specification
“Mech Spec” NDM interface.
 The ASR Access Ordering functionality currently provided by Mech Spec will be replaced by
the UOM XML Gateway.
 Mech Spec will still be available to existing customers until its retirement date.
 The time period between the implementation date and the retirement date will allow Mech
Spec customers to test and turn up UOM XML ASOG version 51.
 The retirement of the Mech Spec interface precedes the ATIS: OBF Ordering Solutions
issued sunset date of December 31, 2016.
 Effective immediately FairPoint will not be accepting any new Mech Spec customers.
Please note that the retirement of the Mech Spec interface will be transparent to VFO users.
 Additional information regarding the retirement of Mech Spec will be sent via subsequent
Accessible Letters. FairPoint will be complying with the CMP retirement guidelines for this
implementation.
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New Change Requests – Type 4 and 5
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New Change Requests
No new Change Requests
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Change Requests Pending - Ranked and Balloted
Portland, Maine
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Type 5 Change Request
CLEC
Change Request Summary
EarthLink Business
CR# - FRP01- 06052014 - VFO CSI Request to include listing AECN owner
By adding the AECN code of the listing owner to the CSI Pull in the VFO we will be
able to avoid un-necessary manual efforts for EarthLink and FairPoint. In the other
ILEC companies where the VFO is the CLEC Interface there is a AECN code provided
in the CSI Pull.
Christina Barrett
Lisa DelMonache
CR Second by
Linda Birchem – Comcast
Level of Effort
This change will impact internal systems
TBD
Ranking
Pending
Current Status
Pending
Draft Notes
We recently met with FairPoint to put together a process to assist my team in locating the
AECN code for listing we have housed with FairPoint, this process includes sending over
Manual CSR requests specifically requesting the AECN code, this is a completely manual
effort for my Directory Listing team. FairPoint advised the response time would be 24
hours. This adds 1 full day to my teams response time to the customers request. Also we
are adding undo work to FairPoint's manual CSR team by having to request this information
and a FairPoint rep manually work the request.
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FAIRPOINTWHOLESALE
Ranked and Balloted Type 4 and 5 Change Requests
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Type 5 Change Request
CLEC
Change Request Summary
Broadview
CR# - FRP01- 05262009 - Add Drop Down under Pre Order TN Reservation that
would allow rep to select RANDOM/GOLD/SEQUENTIAL TNs/specified numbers
other than NPA –NXX – XXXX only by line number
Karen Bracken
Verizon Business – Sherry
Lichtenberg
Level of Effort
This change will impact internal systems
High
Final Ranking - 4.5
Current Status
Pending
Date to Production
Production - not scheduled
Draft Notes
N- Random - no changes currently supported
G – Gold – Easy number to remember Line number only – 4 numbers the same (1111,
2222, 3333), 2 number pattern (2211, 3322, 4411), 3 and 1 number (3331, 1113, 2224,), or 1
and 3 numbers (1333, 4111, 3222)
S – Sequential – Line numbers that are sequence ( 1001, 1002, 1003)
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FAIRPOINTWHOLESALE
Type 4 FairPoint Change Request
CLEC
Change Request Summary
FairPoint
CR # - FRP01 – 02102010 – LSR Forms LSNP and LS – This is change to build the
Gwen Hammond
validation and requirements around the “TNT” field. The purpose of this change is to
allow Wholesale Customer to request a “Test” and “Tag” on a “cut through” order.
Note: When the Pre-Order responses indicates the address is “cut-through” and the End
Users uses this field as described below the Service Provider will be billed for this
service.
TNT values are 1 alpha character as follows:
A – Test
B – Tag
D – Test & Tag
CR Second by
Jeanette Toledo - BCN
Level of Effort
Final Ranking - 3.9
Aug 2010 Ballot
Status
Pending
Date to Production
Production – not scheduled
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FAIRPOINTWHOLESALE
CR – Adding TNT field to LS and LSNP Draft
TNT
Test and Tag
RequestedIdentifies the customer
is requesting
additional testing and
tagging beyond that
which is included with
the product ordered.
Drop Down:
(1 alpha)
A – Test
B – Tag
D – Test &
Tag
This field is applicable to
migration
Requests only.
CHC = Y without TNT field will
designate a Hot Cut.
CHC = Y with the TNT field will
designate a Hot Coordinate
Conversion
If populated with a “D”, enter the
following in “REMARKS” field on
the LSR form: “Test and Tag at
demark Call Test Center at
NPA-NXX-XXXX”
If populated with “A” enter the
following in “REMARKS” field on
the LSR form: “Test at demark
Call Test Center at NPA-NXXXXXX”
If populated with “B” enter the
following in “REMARKS” field on
the LSR form: “Tag at demark
Call Test Center at NPA-NXXXXXX”
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FAIRPOINTWHOLESALE
Type 4 FairPoint Change Request
CLEC
Change Request Summary
FairPoint
CR # - FRP01 – 04152010 –LSR Order – Business Rule Change - LSR FORM field “REMARKS”
conditional when the IMPCON – Implementation Contact is also required. FairPoint is requesting
that when the IMPCOM field is required that the Wholesale Customer send the E-Mail address for a
Implementation Contact so issues and or concerns may be sent via email for feedback about the
PON.
•IMPCON - Identifies the customer's representative or office responsible for control of installation and
completion.
• Required when the CHC field = “A”, “B”, or “Y”. Required when the first position of the
REQTYP field = “A” and the LNA field on the LS Form = “N”. Required when the first position
of the REQTYP field = “A” and the CI. field on the LS Form = “E”. Required when the first
position of the REQTYP field = "D" and the LNA field on the PS Form = "N" or "T". Required
when the first position of the REQTYP field = "F" or "M" and the LNA field on the PS Form =
"N". Required when the first position of the REQTYP field = "K" and the LNA field on the RPL
Form = "N". Required when the first position of the REQTYP field = "L" and the LNA field on
the RFR Form = "N". Required when the first position of the REQTYP field = "N" and the TNA
field on the DDPS Form = "N". Required when the first position of the REQTYP field = "P" and
the LNA field on the CRS Form = "N". Required when the first position of the REQTYP field =
“Q” and the LNA field on the IS Form = “N”.
Gwen Hammond
CR Second by
Jennifer – One Communications
Level of Effort
Final Ranking - 3.7
Aug 2010 Ballot
Status
Pending
Date to Production
Production – not scheduled
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FAIRPOINTWHOLESALE
Type 5 Change Request
CLEC
Change Request Summary
Cornerstone
CR # - FRP01 – 01262010 – TA Module – This is a request to return the FairPoint
“tester’s” extension and name
Austin Brower
Please configure Remedy/VFO TA to return the FairPoint Tester's extension and
name (via an Attribute Value Change Notification) when the tester picks up the
ticket. This will provide a more efficient communication channel if the CLEC needs
to call in to inquire on the ticket.
CR Second by
SegTel – Kath Mullholand
Level of Effort
Final Ranking - 3.6
Aug 2010 Ballot
Status
Pending
Date to Production
Production – not scheduled
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FAIRPOINTWHOLESALE
Type 5 Change Request
CLEC
Change Request Summary
BCN TelecomJeanette Toledo/Janet
Rodriguez
CR# - FRP01 – 04212011 – LSR Reqtyp DB and EB/ Act V and W
Need to create a process that will allow us to migrate Local lines that have
Fairpoint DSL in place. Line would be migrated and the DSL service would remain
active with FairPoint and the DSL would be direct billed to the customer. We would
be responsible for the voice services on the line and FairPoint would maintain the
DSL services.
CR Second by
Austin Brower - Cornerstone
Level of Effort
High
Ranking - 3.6
Feb 2012 ballot
Current Status
Pending
Date to Production
Production – not scheduled
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FAIRPOINTWHOLESALE
Type 5 Change Request
CLEC
Change Request Summary
Cornerstone
Communications
CR# - FRP01 – 07172009 - VFO GUI – Proposed Changes:
Austin Brower
Level of Effort
High
VFO GUI - For all pop-up selections, please provide the meaning of each value
/within/ the pop up, as well as in a tool tip at the bottom of the form. This is also
inclusive for Sup “Other” – Pop-up selector should include the meaning of each
value (1 through N).
This request will require new development to apply FairPoint Business Rules to
each REQTYP/ACT and allow for changes/updates to VFO GUI as new versions of
the LSOG are placed into production.
Final Ranking – 3.4
Current Status
Date to Production
Pending initiative FairPoint has yet to complete all requirements
Production – not scheduled
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FAIRPOINTWHOLESALE
Wholesale User Forum and Change Management Process
 Questions
51
FAIRPOINTWHOLESALE
FairPoint Change Mgt Meeting & Wholesale User Forum
Wrap Up, General Notifications, Next Steps, Closing
Rich Murtha - Vice President Wholesale Customer Operations
Henry Lopez - Senior Manager Wholesale Customer Operations
FAIRPOINTWHOLESALE
2015 WUF/CMP Meeting Schedule
 February 12, 2015
May 14, 2015
 August 13, 2015
 November 12, 2015
 Distributed via Notification: FairPoint Accessible
Letter PRC 0206-01122015 - FairPoint Wholesale
User Forum 2015 Schedule
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FAIRPOINTWHOLESALE
Work Stoppage – Operational Issues
 Next Work Stoppage - Operational Issues Meeting
will be Thursday February 26, 2015 at 11:00 AM
 Invitation notice will be sent via Accessible Letter
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FAIRPOINTWHOLESALE
Wholesale User Forum and Change Management Process
 Questions
55