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Provisioning Paperwork



     Provisioning Paperwork

After completing this module, you will be able to
• Define standard provisioning and service implementation
• Identify provisioning milestones and standard intervals
• Describe Covad and Dealer/Partner responsibilities
• Summarize Covad policies
                                                   Resource Center

•   The service provisioning forms and guides are online in the Covad
    Alliance Center
                                Provisioning Overview

Covad’s dedicated service activation team handles
all aspects of customer turn-up. This includes:
Sales Support Rep    Process booking package and
(SSR)                schedule welcome call
Provisioning         Screening of initial orders
Administrator (PA)   Circuit order tracking
Provisioning         Circuit order installation
Coordinator (PC)     scheduling and testing
                     End-to-end project
Provisioning         Customer application design
Engineer (PE)        (e.g. Auto-attendants, number
                     portability, etc.)
Facility Engineer    Application provisioning and
(FE)                 site activation support
                     Covad Partner/Dealer Responsibilities

  The Covad Partner/Dealer is critical to ensure
  successful installation:

• Submit accurate order information
• Identify customer requirements accurately and early
   • Prepare customer for Design Review Meeting, facilitate data
     collection, etc.
• Create Installation Bill of Materials based on standard,
  supported configurations
• Design and configure CPE
• Perform on-site testing
• Set up Dashboard and related functionality
• Provide End-user training
                                                 The Big Picture

Standard provisioning interval is 60 calendar days
•   Longer if circuit is identified as long–haul
•   Primarily due to T1 circuit order and installation interval
•   Accounts for “live port” and possible cpe delays
•   Customer orders with extended intervals should be held by
    Dealer until the 60-day window approaches
                                          The Big Picture (con’t)

  Expedited orders are possible only in rare
• Must be approved by the Regional Sales Director
• Increased costs apply for:
   • Customer’s access circuit (Charges from access vendor)
   • Fee for early Covad installation
• Expedited orders must indicate that customer accepts
  increased costs
• Covad makes every effort to meet the expedited due
  date. However due to various dependencies, date requests
  cannot be guaranteed.
   • All incurred costs will be passed to the customer even in cases
     where the request cannot be met.
                                           The Big Picture (con’t)

Installation Dates
• Customer Desired Due Date (CDDD)
   • Based on customer’s request
   • Indicated on service order
• Target Installation Date
   • Starting point based on standard provisioning interval; updated
     with specific customer circumstances/requirements
   • Identified during TLC call
• Firm Order Commit (FOC) date for Covad service activation
   •   Negotiated during provisioning process
   •   Circuit and carrier FOCs received from carrier
   •   Live port required - this defines installation date
   •   Covad Provisioning and Dealer resources are available
   •   Covad and Dealer must hold to FOC date
                                         The Big Picture (con’t)

TLC (or welcome) Call
• Collaborative order review attended by SSR, PC, Dealer and
• Topics covered during the call include:
   • One-time cohesive and comprehensive collection of issues
   • Transition of the order from Covad Sales to Covad PC
   • Communicate provisioning process overview to include
     timeframes and milestones
   • Solicit customer’s expectations of desired due dates, etc.
                            Breakdown of the 60-Day Interval

Order Received by Sales Support (Day 1-2)
• Validates booking package paperwork
  •   Master Customer Service Agreement (MCSA)
      • Voice Appendix
      • ISG Installation Services Appendix (only if ISG is engaged in project)
  • Quote Generator “Official Quote” with customer signature
  • Quote Generator Excel file
• Emails Customer Site Detail Form to Dealer or
  Technical POC for the Customer
                    Breakdown of the 60-Day Interval

Dealer returns CSD to Sales Support (Day 2-5)
• Dealer and Covad SE review for completeness
• Once approved, Sales Support schedules TLC call
  and emails Provisioning
• Provisioning Coordinator is assigned to the order at
  least 24 hours prior to TLC call
                    Breakdown of the 60-Day Interval

PC and SSR co-host TLC call (ASAP)
• Dealer, Customer, PC and SSR attend call
• Welcomes Customer, introduces provisioning
  process, reviews critical customer information, and
  sets customer expectations
• Solicitation of customer’s expectations
                           Breakdown of the 60-Day Interval

Order CPE (By Day 7)
• Dealer completes CPE Procurement based on a signed PO from
  customer for all equipment to be installed:
   •   Router
   •   Ethernet Switch
   •   IP or Toshiba telephone sets. Headsets required.
   •   Client Adapters for Toshiba implementations
   •   Firewall/router for optional data service
   •   Accessories, such as overhead paging device, UPS, etc.
• Dealer ensures Covad ICB group approves all non-standard
  equipment and customer network design
• Check the Dealer Resource Center for:
   • Current list of approved equipment
   • Authorized design guides and router configurations
                         Breakdown of the 60-Day Interval

Provisioning paperwork completed by Dealer
• Covad PC sends Provisioning Worksheet to Dealer for
• Once submitted, PC schedules Design Review Meeting

Design Review Meeting (DRM) (By Day 18)
• Collectively the Customer, Dealer and Covad review high
  level technical specifications and set expectation on critical
  dates and milestones.
• Covad and Dealer confirm target installations dates
• Covad and Dealer assign action items required to fulfill order,
  due within 5 days after DRM
                       Breakdown of the 60-Day Interval

DRM (continued)

Covad Responsibility:
• Schedule and lead Design Review Meeting
• Facilitate discussion on the technical specs
• Work through the DRM paperwork with the dealer and
• Review standard provisioning milestones and intervals
• Define target dates

                                  Breakdown of the 60-Day Interval

DRM (continued)

Dealer Responsibility:
• Submit completed DRM paperwork between TLC and DRM
• Ensure necessary data is available at time of meeting (to avoid
  multiple follow-up items)
• Guide customer through completion of Scope of Work
  document to Covad PC
• Obtain customer signature and sign off to Scope of Work
• Verify all milestones, target dates, responsibilities
• Submit LNP requirements (See appendices & additional

Policy Note:
    •   Changes to signed Design Review will be treated as Change Requests
    •   Late completion of DRM may delay the installation date. If unacceptable to
        customer, expedite fee can be assessed.
    •   Auto-attendant requires a 14-day interval
                         Breakdown of the 60-Day Interval

Create Tenant in Applications Server (Day 11)
•   Covad provisions customer into core application servers
•   Covad loads new local number range in the tenant
•   Covad targets timeframe for DIDs to become active
•   Dealer can now build employees in the Dashboard

Receipt of Carrier FOC (Day 20)
Covad Responsibility:
• Receive carrier FOC date or escalate with carrier
• Communicate FOC date to Dealer and customer
                         Breakdown of the 60-Day Interval

Number Activation and IP Assignment
 (Day 20-24)
• Covad assigns IP addresses for all CPE and telephony
• IP assignment based on DRM findings

Web Portal & Auto Attendant Provisioning
 (Day 25)
• Covad provisions customer’s auto attendant based on design
  developed by the Dealer.
• The Dealer creates Accounts and Services in the Admin Portal
   • Employees, Hunt groups, Agent Groups, Bridged Line
     Appearances, forwarding treatments, etc.
                         Breakdown of the 60-Day Interval

Circuit Installation, Test, & Demarc Extension
  (Day 35 - 41)

Covad Responsibility:
• Coordinate installation of T1 circuit with carrier
• Verify T1 circuit tests clean to NIU
• Verify T1 demarcation is properly extended to customer’s
  termination point
• Notify Dealer that circuit is installed and ready for router
  installation and test
                            Breakdown of the 60-Day Interval

Set Installation FOC Date (Day 41)

The Dealer and Covad:
• Set Installation date for the customer based on successful T1
  installation. Covad schedules install with Dealer & Customer.
   •   Circuit tested and accepted by Covad
   •   CPE ordered, received, ready for installation
   •   Covad provisioning committed
   •   Dealer field installation resources available
   •   80% dashboards built
   •   Auto-attendant completed
   •   Customer’s call forwarding confirmed

  Policy Note:
  Customer-requested schedule changes after FOC date is set
  may cause billing to start before service is fully installed.
                         Breakdown of the 60-Day Interval

  Router Install & End to End Test (Day 50-55)

• Dealer installs customer’s router and switch (if applicable)
  using configuration scripts provided by Covad provisioning
• Covad performs IP-layer end-to-end quality tests to verify
  integrity of link.
                        Breakdown of the 60-Day Interval

       Covad                           Dealer
   Responsibilities                Responsibilities
•CPE router configuration   •Install and configure Ethernet
script                      switches
•Providing reference        •Implement provided configuration
configurations for          to bring CPE on line
“approved” Ethernet         •Install wiring
switches.                   •Install IP phones, client
•Activate Client Adapter    adapters/phones
devices (if required)       •Activate IP phones using
                            procedures provided by Covad
                            •Complete installation QA testing
                            •Obtain customer signature on Non-
                            Standard Agreement for variations,
                            or when customer provides their
                            own aggregation network
                          Breakdown of the 60-Day Interval

  Covad strongly recommends that Dealers implement
  data services in a separate VPN/ firewall router
  “behind” the Covad router.

• Ensures clean operational demarcation point
• Eliminates the possibility of disrupting voice services
• If Dealer/customer does not provision data services in
  separate router:
   • Router passwords cannot be changed by Dealer w/out Covad
   • Dealer must submit CPE router config changes to Covad for
   • Dealers must provide Covad with 24x7 escalation list so CPE
     configuration issues can be escalated back to dealer.
   • Covad will not create or troubleshoot data network integration
     router configurations. T&M will be assessed for these activities.
                           Breakdown of the 60-Day Interval

QA Verification (Day 55 – 60)

• Dealer tests the telephones and service is working.
• Dealer provides completed test checklist results to
   • This is official notification to Covad that install is completed and
     billing can begin.
• QA Verification must be done within 24 hours of installation.
                            Breakdown of the 60-Day Interval

End User Training (Day 55 - 60)

• End User Training is the Dealer’s responsibility!
• Train customer’s end users on:
   •   Dashboard functions
   •   Telephone and voicemail features
   •   Admin Portal functions (to administrators only)
   •   Covad’s Customer Care process
                      Breakdown of the 60-Day Interval

Final Steps

Covad Responsibility:
• Transition customer to Covad Customer Support group
• Verify customer is properly built in all OSS system
                                           Covad Customer Care

Covad Customer Care consists of:
• Live phone support (1-800-278-7114) 24x7x365
• Email support (
• Trouble ticket handling including documentation of issue,
  resolution, and confirmation with customer
• Backbone network surveillance (24x7x365 )
   • Includes core routers, mission-critical application servers and
     network elements
• Technical support for all authorized dealers
   • Some Dealers prefer to act as customer service and then escalate
     issues to Covad Customer Care.
                       Customer Care and Technical Support

• Certain trouble reports require Covad to escalate back to the
   • Covad requires 24x7 escalation contact list for each Dealer
   • Dealer must create install covad@<> alias to receive:
       • Maintenance notifications
       • Product bulletins
       • Other correspondence

• Dealer is responsible for field maintenance, when required,
  such as:
   •   Hardware replacement,
   •   On-site test/de-bug,
   •   Follow-up training, etc.
                                           Number Portability

Number porting performed after service activation

Covad Responsibility:
• Schedule the port with the carriers.
• Determine and communicates the firm switch date and time.
• Prepare the numbers in the tenant administration portal ahead
  of time, so the transfer of the ported numbers is seamless.
• Make any numbering changes in auto attendants as needed.
• Monitor the port activity as it happens. Reports any problems to
  the carriers immediately.
• Send e-mail to customer upon successful completion
• Document the ported numbers and how they flow in the Covad
                                      Number Portability (con’t)

Number porting considerations:

• Number porting process begins at DRM: all information
  regarding ported number must be available at that time.
• Number port orders cannot be expedited.
   • Scheduled for first available date after service activation occurs.
• Do not make changes to the port date once it is established.
   • Changes cannot be made under any circumstances within 72
     hours of the scheduled port date.
                                     Number Portability (con’t)

Number porting considerations:

• Customers should NOT place a disconnect order prior to
   • The porting of the number triggers a disconnect of service. If the
     customer places a disconnect in addition to our port order, delays,
     and service disruption can occur.
• After number porting has occurred customers must contact
  their previous local service provider to cancel billing.
   • Customers required to provide advance notice to existing service
     providers should do so in writing, and explain that disconnect will
     occur when numbers are ported by the new service provider.
• The Customer cancels service with former carrier for any
  numbers not ported and/or no longer in use.

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