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CLEC CARE CUSTOMER EDUCATION PACKAGE

CLEC Guide to BellSouth Contacts. CLEC CARE CUSTOMER EDUCATION PACKAGE. CLEC Guide to BellSouth Contacts. Index Overview Page 3 Start-Up Support Page 4 Local Contract Manager ( LCM ) Page 5 Local Support Manager ( LSM ) Page 6 Customer Support Manager ( CSM ) Page 7

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CLEC CARE CUSTOMER EDUCATION PACKAGE

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  1. CLEC Guide to BellSouth Contacts CLEC CARECUSTOMER EDUCATIONPACKAGE

  2. CLEC Guide to BellSouth Contacts Index Overview Page 3 Start-Up Support Page 4 Local Contract Manager (LCM) Page 5 Local Support Manager (LSM) Page 6 Customer Support Manager (CSM) Page 7 Local Carrier Service Center (LCSC) Pages 8 – 10 Electronic Communications (EC) Support Group Pages 11 – 18 Customer Wholesale Interconnection Network Services (CWINS) Center Pages 19 – 24 Issue Date 12/04

  3. CLEC Guide to BellSouth Contacts Overview The purpose of this guide is to provide an overview of some of the various BellSouth contacts for CLECs needing assistance with contracts, ordering, provisioning, maintenance, etc. The information contained in this guide is current as of December 2004. Refer to the BellSouth Interconnection website for additional contact information. http://www.interconnection.bellsouth.com/ Issue Date 12/04

  4. CLEC Guide to BellSouth Contacts • Start-Up Support • Responsible for start-up implementation of customers wanting to become CLECs in the BellSouth region BellSouth Start-Up Support 1-888-560-2532 Issue Date 12/04

  5. CLEC Guide to BellSouth Contacts • Local Contract Manager (LCM) • Assist CLECs with implementation and questions regarding their Interconnection Agreement • Establish additional Billing Account Numbers (BANs) • “Q” Accounts • “N” BANs Contact your assigned LCM. Issue Date 12/04

  6. CLEC Guide to BellSouth Contacts • Local Support Manager (LSM) • Provide pre-order support up to Firm Order Confirmation (FOC) for BellSouth products and services Contact your assigned LSM. If you do not have an assigned LSM, contact the LSM support line: 1-800-511-6555 or you may send an email to the LSM support email address: lsm.group@bellsouth.com Issue Date 12/04

  7. CLEC Guide to BellSouth Contacts • Customer Support Manager (CSM) • Provides post-order support once Local Service Request (LSR) has received a Firm Order Confirmation (FOC ) • Responsible for activities surrounding the service order process, such as analyzing ordering data and communicating improvement recommendations to the CLEC   • Identifies and initiates proactive contact with the appropriate decision-maker within the CLEC organization to review ordering performance data and coordinate action programs   • Acts as advocate for CLEC and LCSC on concerns and issues that will positively impact operational efficiencies and productivity measurements   Contact your CSM. Issue Date 12/04

  8. CLEC Guide to BellSouth Contacts • Local Carrier Service Center (LCSC) • Serves as the single point of contact (SPOC) for processing partially mechanized and manual LSRs from the CLECs for partial mechanized or manual ordering • Serves resale-based CLECs, which subscribe to BellSouth services and offer them for resale to end-users within a given area; and facility-based CLECs, which provide service to end-users using their own network and facilities Issue Date 12/04

  9. CLEC Guide to BellSouth Contacts • Local Carrier Service Center (LCSC) • Processes service order requests and provide status (clarification, order confirmation, service troubles, missed appointments) on service requests • Delivers authorized customer record information Issue Date 12/04

  10. CLEC Guide to BellSouth Contacts Local Carrier Service Center (LCSC) Issue Date 12/04

  11. CLEC Guide to BellSouth Contacts Electronic Communications (EC) Support Group • Provides first level support to BellSouth external wholesale customers for the electronic interface systems BellSouth offers • Serves as • System Administrator • Establish/reset passwords • Single Point of Contact (SPOC) for system connectivity issues and system errors • Staffed in Birmingham and Atlanta with each subgroup having distinct responsibilities for certain applications Issue Date 12/04

  12. CLEC Guide to BellSouth Contacts Birmingham EC Support Group • Provide support for the following • BellSouth Interconnection CLEC Enabler (ICE) • BellSouth Interconnection Services Portal • BellSouth Interface Registration Tool (BIRT) • Circuit Provisioning Status System (CPSS-TA) • CLEC Service Order Tracking System (CSOTS) • Common Access Front End • Connect: DIRECT via TCP/IP • EC-Preferred Interexchange Carrier (PIC) • EC-Trouble Administration (TA) • Local Exchange Navigation System (LENS) • Performance Measurement and Analysis Platform (PMAP) • Telecommunications Access Gateway (XML) • Trouble Analysis Facilitation Interface (TAFI) Electronic Communications (EC) Support Group) Issue Date 12/04

  13. CLEC Guide to BellSouth Contacts Birmingham EC Support Group • Monday through Friday • 7:00 am to 6:00 pm Central Time • (888) 462-8030 • 1 hour response time Electronic Communications (EC) Support Group) Issue Date 12/04

  14. CLEC Guide to BellSouth Contacts Birmingham EC Support Group • Nights, Weekends & Holidays • (888) 462-8030 • Leave a detailed message for call-back on the next business day • Calls related to a system outage • Page the EC Support Group • (800) 946-4646 Pin 2040769 • 1 hour response time Electronic Communications (EC) Support Group) Issue Date 12/04

  15. CLEC Guide to BellSouth Contacts Atlanta EC Support Group • Provide support for the following • CETI • EC-PIC (X.25 CMIP Application-to-Application Interface) • EC-TA-IXC Gateway (X.25 CMIP Application-to- Application Interface) • EC-TA-CLEC Gateway (X.25 CMIP Application-to- Application Interface) • PMSG (BellSouth ACAC Alert Message Indicator) Electronic Communications (EC) Support Group) Issue Date 12/04

  16. CLEC Guide to BellSouth Contacts Atlanta EC Support Group • Monday through Friday • 8:00 am to 5:00 pm Eastern Time • Call Application Single Point of Contact (SPOC) • SPOC phones are programmed to page them if a message is left during normal working hours Or Electronic Communications (EC) Support Group) Issue Date 12/04

  17. CLEC Guide to BellSouth Contacts Atlanta EC Support Group • Monday through Friday • Call the EC Support Group at • (800)663-3604 or • (770)493-5012 within the Atlanta local calling area • Leave a detailed message for call-back Or • Page the EC Support Group • (800)946-4646 Pin 1116111 • 1 hour response time Electronic Communications (EC) Support Group) Issue Date 12/04

  18. CLEC Guide to BellSouth Contacts Atlanta EC Support Group • Nights, Weekends & Holidays • (800) 663-3604 • Leave a detailed message for call-back on the next business day • Calls related to a system outage • Page the EC Support Group • (800)946-4646 Pin 1116111 • 1 hour response time Electronic Communications (EC) Support Group) Issue Date 12/04

  19. CLEC Guide to BellSouth Contacts Customer Wholesale Interconnection Network Services (CWINS) Center • Provides provisioning of design services Monday through Friday from 8:00 am to 5:00 pm local time • Provides provisioning of non-design services Monday through Friday from 8:00 am to 5:00 pm local time • Provides maintenance support 24 hours/day, 7 days/week Issue Date 12/04

  20. CLEC Guide to BellSouth Contacts Customer Wholesale Interconnection Network Services (CWINS) Center • Birmingham CWINS • Provisioning • Designed UNE & Designed Resale/UNE-P • Local:                (205) 714-0141 • Toll Free:          (800) 811-9079 Issue Date 12/04

  21. CLEC Guide to BellSouth Contacts Customer Wholesale Interconnection Network Services (CWINS) Center • Birmingham CWINS • Maintenance • Designed UNE, • Designed Resale/UNE-P & • LNP • Local:                (205) 714-0141 • Toll Free:          (800) 811-9079 Issue Date 12/04

  22. CLEC Guide to BellSouth Contacts Customer Wholesale Interconnection Network Services (CWINS) Center • Fleming Island CWINS • Provisioning • Designed UNE • Local: (904) 541-8952 (option 2) • Toll Free: (800) 817-3053  (option 2) • or •     (888) 285-3872 (option 2) Issue Date 12/04

  23. CLEC Guide to BellSouth Contacts Customer Wholesale Interconnection Network Services (CWINS) Center • Fleming Island CWINS • Maintenance • Designed UNE • Local: (904) 541-8952 (option 1) • Toll Free: (800) 817-3053  (option 1) • or •     (888) 285-3872 (option 1) Issue Date 12/04

  24. CLEC Guide to BellSouth Contacts Customer Wholesale Interconnection Network Services (CWINS) Center • Atlanta CWINS • Maintenance • Non-Designed Resale/UNE-P • Local: (404) 541-4110 • Toll Free: (888) 461-0612 Issue Date 12/04

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