Carrier-to-Carrier Guidelines Ver.17 - Verizon

More documents

Recommendations

Info

PO-2 Formula:(Number of hours scheduled minus the number of scheduled hours not available) divided by (Number ofhours scheduled) multiplied by 100.For example (assuming all processing complexes are scheduled to be operational for the entire month):Step One: Determine prime-time scheduled minutes in a month. This is accomplished by [(number ofdays (Monday through Saturday) in the report month) x (scheduled prime-time hours per day) x (sixty(60) minutes)] x the number of processing complexes.Step Two: Determine number of outage minutes in a month.Step Three: [(prime-time scheduled minutes in a month minus outage minutes in a month) / (prime-timescheduled minutes in a month)] x 100 = Prime-Time Availability %Report Dimensions:Company:• CLEC AggregateGeography:All interfaces except WPTS:• NY, CT (Combined)• MA, RI (Combined)• PA, DE (Combined)• NJ• MD, DC, VA, WV (Combined)WPTS:• Verizon NationalProducts • Maintenance (RETAS) / Pre-Ordering/Ordering Web GUI (LSI/W)• EDI• CORBA• Maintenance – Electronic Bonding Interface• WPTSSub-Metrics – OSS Interface AvailabilityPO-2-02 OSS Interface Availability – Prime-TimeCalculation Numerator DenominatorTotal number of scheduled prime-timehours in the month for all availableprocessing complexes minus the totalnumber of unscheduled outage hoursduring prime-time in the month for allavailable processing complexes.Total number of scheduled prime-timehours in the month for all availableprocessing complexes.PO-2-03 OSS Interface Availability – Non-Prime-TimeCalculation Numerator DenominatorTotal number of scheduled non-primetimehours in the month for all availableprocessing complexes minus the totalnumber of unscheduled outage hoursduring non-prime-time hours in themonth for all available processingcomplexes.Total number of scheduled non-prime-timehours in the month for all availableprocessing complexes.VZEAST201003-NY200909Version 17.026
Function:PO-3 Contact Center AvailabilityDefinition:The PO-3 sub-metrics measure Contact Center Availability. Contact Center Availability is the hours ofoperation for the Centers that support CLECs for Ordering and Maintenance. Contact with CLECs isdesigned to take place via direct access systems. Carrier Support Centers are designed to handle falloutand not large call volumes.This metric also includes Speed of Answer – CLEC centers. Speed of Answer is measured forOrdering and Repair queues. This measure is reported out of the Automated Call Distributor (ACD). TheSpeed of Answer measure includes calls that go to the main number in the center, either directly or fromoverflow (CLECs choosing the option of the main number).Note: % within 30 seconds includes 15% of Abandons and 10% of Busies in the denominator.Speed of Answer is measured in seconds from the time a call enters the VZ ACD until a representativeanswers the call. CLECs have the choice of calling the order processing 800 number, in which case thecall is directed to the next available representative through ACD, or CLECs can call their dedicatedrepresentatives on the representative’s direct line. If the representative is not available, the CLEC canleave a voice mail or press 0 and be transferred to a pool of representatives. VZ measures speed ofanswer for calls to the 800 number and for calls where the CLEC presses 0 to speak to the next availablerepresentative.The Speed of Answer measurements begin as follows: For calls to the 800 number, the measurementbegins when the call enters VZ’s ACD. For calls to a dedicated representative, the measurement beginswhen the CLEC presses 0. In each case, the measurement ends when a representative answers thecall.Exclusions:Calls directed to and answered by dedicated representatives.Performance Standard:PO-3-02 and PO-3-04: 80% within 30 secondsCenter Hours of Operation:Repair Help Desk: 24 hours per day – seven (7) days a weekNational Marketing Center (Ordering): 8:00AM to 6:00PM Monday through Friday, excludingmajor holidays.Note: The Repair Help Desk is measured in metric PO-3-04.The Order Processing Assistance Center is measured in metric PO-3-02.Refer to the URL matrix at the beginning of the C2C guidelines to obtain the URL that provides thevarious center hours of operation schedules. After accessing the web-site, select a center to receivecenter-specific information. Also refer to the URL matrix at the beginning of the C2C guidelines for thecurrent year’s holiday schedule in effect at the time of the compliance filing. The information containedon the URL identifies the actual date the holiday is observed.VZEAST201003-NY200909Version 17.027
Page 1: Carrier-to-Carrier GuidelinesPerfor
Page 4 and 5: PR-6 INSTALLATION QUALITY..........
Page 6 and 7: GE-2-01 % OF ACCESS REQUEST RESPONS
Page 8 and 9: INTRODUCTIONThis section of the Ver
Page 10 and 11: URL ReferencesVerizon references UR
Page 12 and 13: GENERAL NOTESVerizon North includes
Page 14 and 15: Retail Analog Compare Table, contin
Page 16 and 17: Sub-CodeProduct2200 Resale Specials
Page 18 and 19: Sub-Code6000 Systems MetricsProduct
Page 20 and 21: Function:PO-1 Response Time OSS Pre
Page 22 and 23: Formula:∑ Response Times for each
Page 24 and 25: Function:PO-2 OSS Interface Availab
Page 28 and 29: Report DimensionsCompany:• CLEC A
Page 30 and 31: Change Management Notifications sen
Page 32 and 33: Function:PO-6 Software ValidationDe
Page 34 and 35: Report Dimensions:Company:• CLEC
Page 36 and 37: Section 2Ordering Performance(OR)OR
Page 38 and 39: OR-1 Definition, continued:Notes:(1
Page 42 and 43: Sub-Metrics OR-1 Order Confirmation
Page 44 and 45: Function:OR-2 Reject TimelinessDefi
Page 46 and 47: Performance Standard - Reject Timel
Page 48 and 49: Sub-Metrics - OR-2 Reject Timelines
Page 50 and 51: Function:Definition:Exclusions:•P
Page 52 and 53: Sub-Metrics Timeliness of Completio
Page 54 and 55: Function:OR-6 Order AccuracyDefinit
Page 56 and 57: OR-6-04 % Accuracy - Directory List
Page 58 and 59: Function:Definition:Exclusions:Repo
Page 60 and 61: Function:OR-10 PON Notifier Excepti
Page 62 and 63: Function:OR-11 Timeliness of Provid
Page 64 and 65: Function:OR-13 % of Large Job Hot C
Page 66 and 67: Function:PR-1 Average Interval Offe
Page 68 and 69: Sub-Metrics - PR-1 Average Interval
Page 70 and 71: Function:PR-3 Completed within Spec
Page 72 and 73: Sub-Metrics PR-3 % Completed within
Page 76 and 77:
Sub-Metrics (continued) PR-4 Missed
Page 78 and 79:
Function:PR-5 Facility Missed Order
Page 80 and 81:
Sub-Metrics (continued) Facility Mi
Page 82 and 83:
Sub-MetricsPR-6-01 % Installation T
Page 84 and 85:
Sub-MetricsPR-8-01 Percent Open Ord
Page 86 and 87:
Definition.Note: For all types of H
Page 88 and 89:
Sub-Metrics - Hot Cut Loops, contin
Page 90 and 91:
Function:MR-1 Response Time OSS Mai
Page 92 and 93:
Sub-MetricsMR-1-01Average Response
Page 94 and 95:
Function:MR-2 Trouble Report RateDe
Page 96 and 97:
•MR-2-05Products% CPE/TOK/FOK/NPC
Page 98 and 99:
Sub-MetricsMR-3-01 % Missed Repair
Page 100 and 101:
Exclusions:• Troubles reported on
Page 102 and 103:
Sub-Metrics - Trouble Duration Inte
Page 104 and 105:
Function:MR-5 Repeat Trouble Report
Page 106 and 107:
Section 5Network Performance(NP)NP-
Page 108 and 109:
Report Dimensions - NP-1 Percent Fi
Page 110 and 111:
Report Dimensions:Company:• CLEC
Page 112:
Function:NP-6 NXX Updates (Applicab
Page 115 and 116:
Function:BI-2 Timeliness of Carrier
Page 117 and 118:
Definition, continuedClosure• A c
Page 119 and 120:
Function:BI - 4 DUF Accuracy (Appli
Page 121 and 122:
Function:BI - 6 Completeness of Usa
Page 123 and 124:
Function:BI - 8 Non-Recurring Charg
Page 125 and 126:
Section 7Operator Services & Direct
Page 127 and 128:
Function:OD-3 DA Database Update Ac
Page 129 and 130:
General (GE)Function:GE-1 Directory
Page 131 and 132:
Function:GE-3 Bona Fide Request Res
Page 133 and 134:
Report Dimensions:Company:• CLEC
Page 135 and 136:
GlossaryApplication DateASRVZ Admin
Page 137 and 138:
Cut-Over WindowDedicated FinalTrunk
Page 139 and 140:
2-Wire Digital This service provide
Page 141 and 142:
RejectRun ClockSegmentSOPSpecial Se
Page 143 and 144:
Product identification descriptions
Page 145:
Implementation process for the East
show all

Carrier-to-Carrier Guidelines Ver.17 - Verizon

Create successful ePaper yourself

Delete template?

Save as template?