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Revised: 09/15/2009

Training Package - Integrated Test & Turn-up Process - Supporting EFMS Tasks - On-Site Tech Dispatch Process. Revised: 09/15/2009. Ewen Cameron Sue Freund Frank Costello Don Rollins Brent O’Donnell Jim Hollock. Agenda. Module #A – Overview

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Revised: 09/15/2009

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  1. Training Package - Integrated Test & Turn-up Process - Supporting EFMS Tasks - On-Site Tech Dispatch Process Revised: 09/15/2009 Ewen Cameron Sue Freund Frank Costello Don Rollins Brent O’Donnell Jim Hollock

  2. Agenda • Module #A – Overview • Integrated TTU process & Onsite Technical Assist (GBS) • Module #B – L3 Process - Step 1 • Conduct Technical Interview Script & establish TTU scenario • Use EFMS SR task ‘Integrated or Separate TTU’ to set TTU type (Integrated or Separate) • Module #C – L3 Process - Step 2 • Use EFMS Firm Quote Task to agree with Customer the Firm Quote Date (TTU date) • Use EFMS Firm Quote Task to update ACDD (GIOM) • Use EFMS Firm Due Date Task to ensure FDD letter is synch’d with ACDD & sent to Customer • Update IP Central if Tech Assist needed (IP Flex) • Module #D - L3 Process - Step 3 • Scheduling TTU • Changing TTU type (Integrated or Separate) • Port Confirmation Checks • Update IP Central (IP Flex) Module #E - L3 Process - Step 4 • Turn-up MIS & BVOIP on same call • Backup material • Process Links

  3. Module #AOverview Integrated TTU process & Tech Assist Integrated TTU is where: the MIS (CPE & Transport) and BVOIP (AT&T & LEC Ported TN's) are all turned up on the same Turn-up call.  Separate TTU is where: the MIS (CPE & Transport) and BVOIP (AT&T TN's) are turned up on same call, however any related LEC Ported TNs are not to be placed on the order, as they will be turned up by a MACD request following the completion of the New Start order.

  4. Integrated TTU - Overview • Scope • The Integrated TTU process is to be used on all BVOIP IP Flex New Start orders, • with Ported TNs and AT&T TNs all turned up on same day as MIS Turnup. • The previously used two step approach where a MACD (followed the • Completed New Start Order) was used to port the LEC Ported TNs is no longer • needed (unless exceptional circumstances agreed with Center management). • Background information • The Integrated Test and Turn-up process as deployed in June 09 enhanced • the previous deployed Integrated TTU process (manual process deployed end • of March). • New tasks were deployed in EFMS(June 09) to provide improved control on the • synchronising of ACDD with the agreed TTU date. In addition the EFMS tasks • provide guidance for the COE OM to update the FDD Letter and send to Customer. • Tooling: • Per Quick Hits (PF897 – June 09) EFMS had new tasks added to support • Integrated TTU • New SR Task - Integrated or Separate TTU • New BVOIP Sub Order Tasks • Firm Quote • Firm Due Date • Benefits: • Reduced cycle time & reduced effort

  5. Customer & OM Touch-point Customer & OM Touch-point Customer & OM Touch-point Customer & OM Touch-point Integrated TTU - L1 Process Flow IP Flexible Reach & VDNA – ITTIP Flexible Reach– Tech Assist PDG Step 1 Conduct TI & establish TTU scenario. Ensure new SR Level task ‘Integrated or Separate TTU’shows correct TTU type Issue USRP & GIOM 1/New ‘Firm Quote’ task comes ready - customer is called to agree TTU date (based on FQDwhere7 days is added to the displayed Overall DD). Update the ‘Firm Quote’ task with agreed TTU date, closing task updates the GIOM ACDD date with agreed TTU date 2/ New ‘Firm Due Date’ task instructs COE OM to update FDD letter & email to customer, save the updated FDD TPL & close task. IP Flex: Update IP Central – On-Site Tech Required? Step 2 Step 3 At schedule TT (at least 7 calendar, 5 businessdays before TTU) confirm Port activation date with customer, then schedule TTU for MIS & IP Flex/VDNA. Send the Field Readiness PCC to customer IP Flex: Update IP Central – TTU date/time Step 4 On scheduled TTU date Turn-up MIS & IP Flex/VDNA Ported TNs

  6. Onsite Technical Assist - Overview • Scope: IP Flexible Reach (New MIS, New BVOIP) • The IP Flexible Reach offer provides Customers the option to have an on-site AT&T Field Operations Technician install the BVOIP router and/or Quintum equipment, and complete the Integrated turn-up activities. The on-site tech is also available to install or extend inside wiring (Inside wiring is not included as part of the router / Q-Box installation and is a billable item). Tooling - IP Central • The IP Central Tool includes: • Screens for the Order Manager which designate whether or not the customer is requesting an on-site technician for router / Q-Box installation. • When the TTU date/time are entered, automation kicks off a ‘trigger’ for scheduling the PTE SME and also triggers the AT&T Global Business Services Field Operations team to schedule and dispatch a Technician to the customer site. • Benefits: • ReducesETE Cycle time and Customer Not Ready, by providing onsite technical support to correctly install hardware (router, Q-Box) and assist customer with Test & Turn-up. Page 6

  7. Module BIntegrated Test & Turn-Up: Step 1 Conduct Technical Interview & establish TTU scenario L3 Process Steps - Key Points: • Each order can be identified as Integrated or Separate, as COE OM has • Facility at start of order allowing them to specify TTU type in the SR Task • (Integrated or Separate TTU task – SR Task). Subsequently the order can • be updated (BVOIP Sub Order details tab) to show change in Test and Turn-up • Type throughout the flow up to completion, of Test and Turn-up.

  8. Customer & OM Touch-point Customer & OM Touch-point Customer & OM Touch-point Customer & OM Touch-point Integrated TTU - L1 Process Flow IP Flexible Reach & VDNA – ITTIP Flexible Reach– Tech Assist Use TI Script with Customer PDG Step 1 Conduct TI & establish TTU scenario. Ensure new SR Level task ‘Integrated or Separate TTU’shows correct TTU type Issue USRP & GIOM 1/New ‘Firm Quote’ task comes ready - customer is called to agree TTU date (based on FQDwhere 7 days is added to the displayed Overall DD). Update the ‘Firm Quote’ task with agreed TTU date, closing task updates the GIOM ACDD date with agreed TTU date 2/ New ‘Firm Due Date’ task instructs COE OM to update FDD letter & email to customer, save the updated FDD TPL then close task. IP Flex: Update IP Central – On-Site Tech Required? Step 2 Step 3 At schedule TT (at least 7 calendar, 5 businessdays before TTU) confirm Port activation date with customer, then schedule TTU for MIS & IP Flex/VDNA. IP Flex: Update IP Central – TTU date/time Step 4 On scheduled TTU date Turn-up MIS & IP Flex/VDNA Ported TNs

  9. New SR Task – Integrated or Separate TTU The COE OM opens the SR task ‘Integrated or Separate Test and Turn-up’ and verifies its showing correct Test and Turn-up type, based on what was agreed with the customer during the Technical Interview If correct Test and Turn-up type is correctly shown (default is always Integrated) then the task is completed. However if necessary the Test and Turn-up type can be changed to be in synch with what was agreed on TI then the SR task is completed.

  10. Module CIntegrated Test & Turn-Up: Step 2 1/ Issue USRP & GIOM 2/ The task (Firm Quote) is worked ensuring that LEC Porting, ACDD & TTU dates are all in synch. 3/ The task (Firm Due Date) is worked ensuring FDD TPL is emailed to customer confirming the TTU date. 4/ On completion of Firm Quote & Firm Due Date tasks the Issue LSR is made ready for LNS/LEC to sync the LEC Ported TNs to the agreed TTU/ACDD.L3 Process Steps – Key Points: Use above tasks to synch ACDD, TTU date & FDD TPL If IP Flex & Tech Assist requested then update IP Central

  11. Customer & OM Touch-point Customer & OM Touch-point Customer & OM Touch-point Customer & OM Touch-point Integrated TTU - L1 Process Flow IP Flexible Reach & VDNA – ITTIP Flexible Reach– Tech Assist PDG Step 1 Conduct TI & establish TTU scenario. Ensure new SR Level task ‘Integrated or Separate TTU’shows correct TTU type Issue USRP & GIOM 1/New ‘Firm Quote’ task comes ready - customer is called to agree TTU date (based on FQDwhere7 days is added to the displayed Overall DD). Update the ‘Firm Quote’ task with agreed TTU date, closing task updates the GIOM ACDD date with agreed TTU date 2/ New ‘Firm Due Date’ task instructs COE OM to update FDD letter & email to customer, save the updated FDD TPL then close task. IP Flex: Update IP Central – On-Site Tech Required? Step 2 Step 3 At schedule TT (at least 7 calendar, 5 businessdays before TTU) confirm Port activation date with customer, then schedule TTU for MIS & IP Flex/VDNA. IP Flex: Update IP Central – TTU date/time Step 4 On scheduled TTU date Turn-up MIS & IP Flex/VDNA Ported TNs

  12. Integrated TTU – Firm Quote EFMS Task

  13. Integrated TTU – Firm Quote & FDD Tasks ‘Firm Quote’ Task is to be worked first with Customer to be called and have them agree TTU date. Once done the ACDD date is updated and Firm Quote task closed. Once the TTU date has been confirmed then the FDD Letter is to be sent to customer confirming the agreed TTU date. Once FDD letter has been sent (successfully) to customer then the ‘FDD’ Task is to be closed. It is expected that both tasks are completed within 3 days of becoming ready, otherwise order is seen to be overdue and is put on a report which is distributed daily to all Team Leaders.

  14. Module DIntegrated Test & Turn-Up: Step 3 At Schedule TT (at least 7 calendardays before TTU), confirm port activation date with customer, then schedule TTU for MIS & IP Flex/VDNA. Update IP Central.L3 Process Steps Key Points: • Complete Port Confirmation Call activities • Warn against changing the agreed Port date • Certify customer site is ‘Field Ready’ • Enter TTU date into EFMS & IP Central

  15. Customer & OM Touch-point Customer & OM Touch-point Customer & OM Touch-point Customer & OM Touch-point Integrated TTU - L1 Process Flow IP Flexible Reach & VDNA – ITTIP Flexible Reach– Tech Assist PDG Step 1 Conduct TI & establish TTU scenario. Ensure new SR Level task ‘Integrated or Separate TTU’shows correct TTU type Issue USRP & GIOM 1/New ‘Firm Quote’ task comes ready - customer is called to agree TTU date (based on FQDwhere7 days is added to the displayed Overall DD). Update the ‘Firm Quote’ task with agreed TTU date, closing task updates the GIOM ACDD date with agreed TTU date 2/ New ‘Firm Due Date’ task instructs COE OM to update FDD letter & email to customer, save the updated FDD TPL then close task. IP Flex: Update IP Central – On-Site Tech Required? Step 2 Step 3 At schedule TT (at least 7 calendar, 5 businessdays before TTU) confirm Port activation date with customer, then schedule TTU for MIS & IP Flex/VDNA. IP Flex: Update IP Central – TTU date/time Step 4 On scheduled TTU date Turn-up MIS & IP Flex/VDNA Ported TNs

  16. Module DChanging Integrated TTU Type The Integrated TTU type can be changed based on response to customer from Integrated (default) to Separate using radio buttons and saving. All done on the BVOIP Sub Orders Tab

  17. Module DViewing the Integrated TTU Type The Integrated TTU type is viewed either on the BVOIP Sub Orders Tab, or on key tasks relating to the Test and Turn-up e.g. MIS - Schedule TT with Customer MIS Initiate TT BVOIP – Schedule BVOIP TT with Customer Conduct Local TT/Centrex TT

  18. Module EIntegrated Test & Turn-Up: Step 4 On scheduled TTU date, turn-up MIS & IP Flex/VDNA AT&T and Ported TNsL3 Process Steps Key Points: • PTE SME TTU Activities • Turn up router and/or Q-box • Turn up AT&T TNs • Port LEC TNs, Turn up LEC TNs • ‘30 Day rule’ applies if Customer declines TTU

  19. Customer & OM Touch-point Customer & OM Touch-point Customer & OM Touch-point Customer & OM Touch-point Integrated TTU - L1 Process Flow IP Flexible Reach & VDNA – ITTIP Flexible Reach– Tech Assist PDG Step 1 Conduct TI & establish TTU scenario. Ensure new SR Level task ‘Integrated or Separate TTU’shows correct TTU type Issue USRP & GIOM 1/New ‘Firm Quote’ task comes ready - customer is called to agree TTU date (based on FQDwhere7 days is added to the displayed Overall DD). Update the ‘Firm Quote’ task with agreed TTU date, closing task updates the GIOM ACDD date with agreed TTU date 2/ New ‘Firm Due Date’ task instructs COE OM to update FDD letter & email to customer, save the updated FDD TPL then close task. IP Flex: Update IP Central – On-Site Tech Required? Step 2 Step 3 At schedule TT (at least 7 calendar days before TTU) confirm Port activation date with customer, then schedule TTU for MIS & IP Flex/VDNA. IP Flex: Update IP Central – TTU date/time Step 4 On scheduled TTU date Turn-up MIS & IP Flex/VDNA Ported TNs

  20. Back Up MaterialProcess URL’s & Role Overviews Page 20

  21. Onsite Technical Assist - OM Activities • During the TI, review the option to have an on-site AT&T Field Operations Technician install the BVOIP router and/or Quintum equipmentas well as install orextend inside wiring (refer to sales for pricing on ISW) • OMs will enter data into a new IP Central screen • 1st entry: after the Firm Quote Date process (1 day after the GIOM shopping cart checkout) • 2nd entry: after ATT Ready – Enter LEC Circuit Info, confirm field ready, & enter & TTU Date/Time • Manage OM IP Central Defect report • Include the SDP document on the Port Confirmation email and copy the Voice (PBX vendor) Provider, IC & PM when an order is enabled for on-site Technician dispatch • OMs will not request a PTE SME via email for any on-site Tech dispatch enabled orders (IP Central Automation handles it) • OMs have a link on their IP Central BVOIP work list “GBS Provisioning” Page 21

  22. Process Links • 1/ Technical Interview Scripts • http://solutions.web.att.com/bvsd/bigrocks/Technical_Interview_Script_Integrated_TTU.htm • 2/ L1 Process (Integrated/Separate) • http://solutions.web.att.com/bvsd/bigrocks/L1ProcessFlow_TTU.ppt • 3/ L2 Process IP Flex (Integrated/Separate TTU) • http://solutions.web.att.com/bvsd/bigrocks/L2ProcessFlow_TTUIPFlexReach.ppt • 4a/ L3 Process – (Integrated TTU – IP Flex) • http://solutions.web.att.com/bvsd/bigrocks/L3-ProcessForIPFLEXIntegrated.htm • 4b/ L3 Process – (Integrated TTU – VDNA) • http://solutions.web.att.com/bvsd/bigrocks/L3-ProcessForVDNAIntegratedTT.htm • 5/ Field Readiness Letter • http://solutions.web.att.com/bvsd/bigrocks/PCC_72hrcall.doc • 6/ On-Site Technical Assistance: OM/Implementation Coordinator (IC) Escalation Path • http://solutions.web.att.com/bvsd/gbs/ProcFlow/IntegratedRolloutdocs/IPFlex_GBS_IC_escalationPath.ppt • 7/ On-Site Technical Assistance: IP Central M&P • http://solutions.web.att.com/bvsd/gbs/ProcFlow/IntegratedRolloutdocs/OM%20IP%20Central.doc • 8/ On-site Technical Assistance L1 Process Flow • http://solutions.web.att.com/bvsd/gbs/ProcFlow/IntegratedRolloutdocs/newGBSOPsL1%20ver4.vsd • 9/ IP Central – On-site Tech Support Chat Room on Q (support available 3/31/09 thru 4/30/09) • qto://meeting/fc006t123q3455|IPCentral-OnsiteTech

  23. ITT – Queries/Answers raised since GA • How to prevent those Orders with Port date >30 days being rejected by LNS/LEC • Process updated to state where port request’s are greater than 30 calendar days, the OM will issue request via EFMS and email LNS Manager (Michelle Perona) for approval. The LNS team will approve, JEP, and re-stage Issue LSR to appropriately stage. • How to ensure those circuits are still fully functional for TTU where they have been installed for long periods. What Pre-test facilities exist to prevent port aborts on T1 over 30 day's installed not TTU'd? • WIP • What is our expectation on this process for imparts to router delivery as we hold GIOM's for FDD? • L3 Process provides instruction in that any order that has not had FOC returned in 2 days should be investigated by the COE-OM using SOTS. The L3 provides guidance in manually closing the FOC Collection task (based on SOTS data) • What action do we need to take on new orders coming into the Technical Interviews as they will no longer need Test ATT TNs? • A: Gatekeepers already alerted the GK team regarding test tns no longer required. • A: If Pre ITT order is processed with no Test TNs attached, then OM will order test TN. • MLPPP, since there are multiple T1s associated, for Integrated we need to incorporate the correct process to support. • A: Process updated to have COE reviewing each of the FDD letters sent and uses the latest DD as base with customer when Scheduling TTU.

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