History Log

Description

Various Qwest Wholesale Organizations support your service delivery efforts. Refer to individual Qwest Wholesale Products and Services for specific details or contact your Qwest Account Team/Sales Executive or Service Manager for additional information. You may also contact Qwest via Customer Service.

Doing Business with Qwest

Qwest provides step by step instructions and a checklist to guide you as you establish your relationship with Qwest. To work through this process with a Qwest representative, contact the Manager - Interconnection Agreements by email, by telephone at 303-965-3029, or by FAX at 303-896-7077 to begin negotiations.

If you are a new Competitive Local Exchange Carrier (CLEC) and are ready to do business with Qwest, view the Getting Started as a Facility-Based CLEC or the Getting Started as a Reseller. If you are an existing CLEC wishing to amend your Interconnection Agreement or your New Customer Questionnaire, see those product catalogs for additional information.

Account Team / Sales Executives and Service Managers

Your Qwest Account Team will be your first point of contact to begin conducting business with Qwest. Click here to view the Account Team / Sales Executives and Service Managers Roles and Responsibilities. .  For all Qwest commercial local exchange services products(e.g. Qwest Local Service Platform ™(QLSP™), sales and service support will be handled by your Service Manager. If you do not know your assigned Qwest Sales Executive or Service Manager, use the Qwest Wholesale Information Tool (QWIT) to locate the Qwest Sales Executive or Service Manager assigned to your company. If you do not find your Qwest Sales Executive or Service Manager, contact our Sales Operations at 206-346-9855 for assistance.

Availability

Wholesale Customer Contacts are available throughout Qwest's 14-state local service territory.

Pricing

Tariffs, Regulations and Policies

Implementation

Pre-Ordering

General pre-ordering activities are described in the Pre-Ordering Overview.

Detailed information on how to use Qwests IMA Pre-Ordering functions can be found in the IMA GUI and Extensible Markup Language (XML).

To request a Qwest Customer Service Record (CSR), contact the Customer Service Inquiry and Education (CSIE) Center:

To Request a CSR	Contact	FAX	Hours of Operation
CSR Hotline for Local Service Requests (LSRs)	866-434-2555	888-796-9089	Monday-Friday 7:00 AM - 7:00 PM Mountain Time

If you are not an IMA user, you may contact the CSIE to perform Loop Qualifications at 1-866-434-2555.

If your end-user requires extensive and complex facility rearrangement/relocation/replacement related to construction, demolition, planning and placement of conduit and Network Interface Device (NID), right-of-way, or other situations that will require engineering and special construction, the property owner/developer may contact the Developer Contact Group (DCG) to obtain the Qwest engineer's name and telephone number for a consultation on their project. CLECs will not be provided information by the Developer Contact Group (DCG). Engineer information must be provided directly to the property owner/developer.

For assistance with:	Who to Contact	Contact Number	Hours of Operation
Property Owner or Developer who needs to request consultation with a Qwest engineer	Developer Contact Group (DCG)	800-526-3557	Monday-Friday 7:00 AM - 5:00 PM Mountain Time

Ordering

General ordering activities are described in the Ordering Overview.

IMA Facility Based Directory Listings (FBDL)

For assistance with:	Who to Contact	Contact Number	Hours of Operations for IMA/FBDL/LSTR systems only
IMA/FBDL/LSTR	Wholesale Systems Help Desk	888-796-9102	Monday - Friday 6:00 AM - Midnight Saturday 6:00 AM - 9:00 PM Sunday 11:00 AM - 7:00 PM Mountain Time
Listing Orders or Directory Service Error & Confirmation Detail (DSRED)	Listings Operations Center (LOC)	Central and Western 888-253-8593 Eastern 800-347-8353	Monday - Friday 6:00 AM - 5:00 PM Mountain Time

Directory Listing Inquiry System (DLIS)

Contacts for Listing Support

Directory Assistance Lists (DAL)/Directory Delivery Lists/Directory Publisher Lists/QSearch

For Assistance with	Who to Contact	Contact Number	FAX	Hours of Operation
Directory Assistance List (DAL)	Account Manager: Ardith Hoard Woods Email: ardith.hoardwoods@qwest.com	303-624-0442	303-624-4318	N/A
Directory Delivery List (DDL) Directory Publisher Lists (DPL)	Account Manager: Kathy Herman Email: Kathleen.Herman@qwest.com	402-422-4593	402-422-4591	N/A
DAL, DDL, DPL Product Management Support	Email: LSG.Support@qwest.com	N/A		N/A
DAL Maintenance and Repair Listing-Discrepancy	Email: Listings.Escalations@qwest.com	N/A	N/A	N/A
QSearch New Customers Billing Issues Passwords-Resets Maintenance-Repair	Account Manager: Kathy Herman Email: Kathleen.Herman@qwest.com	402-422-4593	402-422-4591	Monday - Friday 5:30 AM -3:30 PM Mountain Time After Hours 888-796-9102
QSearch Help Specialists	Qsearch@qwest.com	N/A	N/A	N/A
QSearch Product Manager	Sandy Foster Email: Sandy.Foster@qwest.com	303-308-5508	N/A	N/A

Qwest Official Publisher - Dex^®

For Assistance with	Who to Contact	Contact Number	FAX	Hours of Operation
Requesting Published Directories	Dex®	877-243-8339	308-238-0583	Monday - Friday 7:00 AM - 6:00 PM Mountain Time
Directory Delivery (Dex® White Pages and Dex® Yellow Pages)	The Directory Source	877-243-8339	N/A	Monday - Friday 7:00 AM - 6:00 PM Mountain Time
Dex CLEC Relations Contact	Cindy Ward Cindy.ward@dexknows.com	303 636-7230 800 422-1234	N/A N/A	N/A N/A
Dex Publisher Services	For Billing Questions	800 422-1234	N/A	N/A
Dex Publisher Services	For Directory Advertising	303 369-8744	N/A	N/A

Complex Listing Center

For Assistance with	Who to Contact	Contact Number	FAX	Hours of Operation
Complex Listings	Complex Listing Center	800 525-8534	800-339-7950	6:00 AM - 5:00 PM Mountain Time

Customer Service Centers

• Local Service Requests (LSRs)

Requesting Customer Service Records (CSRs)

Pre-Ordering information can be found in the Pre Ordering Overview. Customer Service Record request numbers are:

To Request a CSR	Contact	FAX	Hours of Operation
CSR Hotline for Local Service Requests (LSRs)	866-434-2555	888-796-9089	Monday-Friday 7:00 AM - 7:00 PM Mountain Time

Service Request Order Processing

General ordering activities can be found in the Ordering Overview with provisioning and installation activities identified in the Provisioning and Installation Overview.

To discuss order processing or status, including Firm Order Confirmation (FOC) and Service Order Confirmation (SOC) Notice, or to send associated information to the Center for processing, contact our Customer Service Center. Based on the location of your end-user and the type of service you requested, Local or Access Services, our Service Center numbers are:

Location	Contact	FAX (only for manually processing LSRs)	Hours of Operation
Customer Service Inquiry and Education (CSIE) Center	866-434-2555 OR csie@qwest.com*	888-796-9089	Monday-Friday 7:00 AM - 7:00 PM Mountain Time

If calling to discuss multiple items, up to five tickets per call can be opened.

*For all emails sent, a call center database ticket will be opened. Status assigned to that ticket is based on the guidelines found in the Ordering Overview. If your contact requires assistance within two hours, Qwest recommends you call and not send an email. Qwest will respond to your email via a phone call and provide you with the call center database ticket number. Include your "can be reached" telephone number in your email.

Only orders due to complete on a Saturday that require a same day cancellation, due date change or concurrence should call 612-327-0511. All other requests should be made the next business day.

To submit an online ticket request, you can go to the Customer Service Inquiry and Education (CSIE) Ticket Submission Form at http://www.qwest.com/wholesale/customerservice/csie.html.

• Access Service Requests (ASRs)

Product/Service	Contact	FAX	Hours of Operation
LOAs and all service requests except Frame Relay	800-244-1271	800-335-5680	Monday-Friday 6:00 AM - 6:00 PM Mountain Time
Frame Relay	800-285-8383	800-636-8721	Monday-Friday 6:00 AM - 6:00 PM Mountain Time

To submit an online ticket request, you can to go the Access Service Request (ASR) Ticket Submission Form at http://www.qwest.com/wholesale/customerservice/asr.html.

Emergency & Annoyance Call Handling

You will be assisted by Qwest when dealing with telephone harassment, wiretapping and other law enforcement requests. Qwest will provide tracing and *57 (Call Trace) support. The procedures for Call Trace must be followed prior to calling the Annoyance Call Bureau (ACB). To become familiar or review these procedures see Call Trace.

To request tracing assistance your personnel will contact the Qwest Annoyance Call Bureau (ACB).

Qwest Customer Service Centers are closed on the following holidays:

• New Years Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Christmas Day

Provisioning and Installation

General provisioning and installation activities are described in the Provisioning and Installation Overview.

Firm Order Confirmation (FOC) intervals are available in the SIG.

Loss and Completion Reports

Maintenance and Repair

General maintenance and repair activities are described in the Maintenance and Repair Overview.

Organized geographically, Qwest's Repair Centers are grouped into Wholesale Product or Service Designed and Non-Designed Maintenance and Repair teams:

Enhanced Services Center (ESC)

The ESC handles calls if your end-user is experiencing difficulty related to Business or Residential Voice Messaging Services or Advanced Intelligent Network (AIN) call features security code (password) resets.

Service	Contact	Hours of Operation
Voice Messaging Services	800 776-2781	Available 24/7
AIN security code resets	800 770-2513	Available 24/7

Qwest CLEC Coordination Center (QCCC)

The Qwest CLEC Coordination Center (QCCC) handles all unbundled loop product installations (Basic and Coordinated) throughout Qwest's 14-state local service territory. The QCCC Coordinators are responsible for insuring the successful completion of the coordinated installation.

QCCC	Contact	Hours of Operation
For installation	866-549-3846	Monday - Friday 6:00 AM to 7:00 PM Mountain Time
For Warranty	866-549-3846	Available 24/7

Some of the functions the QCCC can assist with on Unbundled Loop (UBL) installation are:

• Questions or concerns related to Unbundled Loop installation
• To inquire about testing information provided on Unbundled Loops where "Basic Installation with Performance Testing", Basic Installation with Cooperative Testing", or Coordinated Installation with Cooperative Testing" was selected as the installation option on the LSR
• To accept the UBL circuit
• Warranty service where technicians will work to resolve any maintenance issues for 30 days after installation

Escalations

You may initiate an escalation of your service request at any time during the ordering or repair process by calling the appropriate center. Refer to our Expedites & Escalations Overview to review our escalation process.

Billing

Qwest's Billing staff assists with your Qwest billing questions. Refer to the following for specific billing related information:

• Billing Information - Billing and Receivable Tracking (BART)
• Billing Information - Customer Records and Information Systems (CRIS)
• Billing Information - Integrated Access Billing Systems (IABS™)
• Billing Information - Local Exchange Carrier Invoice System (LEXCIS)
• Billing Information - Taxes and Tax Exemption

Qwest Billing Centers	Contact	Hours of Operation
All including GET and LEXCIS Billing	800-335-5672	Monday-Friday 7:00 AM - 5:00 PM Mountain Time

Some Qwest products generate usage records or call detail processed within the CRIS billing system. For information regarding these records, refer to Billing Information - Daily Usage File (DUF)

Wholesale Systems Help Desk

Wholesale Systems Help Desk is your single point of contact for system related questions regarding connectivity issues, outputs and system outages. If unable to assist you, the Help Desk professional will refer your information to the proper Subject Matter Expert (SME). The SME will either contact you directly or pass the resolution information to the Help Desk professional who will then provide you the information and confirm resolution.

Wholesale Systems Help Desk	Contact	Hours of Operation
Single point of contact for systems related questions Retransmission or technical problems with DUF transmission Loss and Completion Reporting Electronic System Interface Outage - IMA unavailable for extended period of time	888-796-9102	Monday-Friday 6:00 AM - 8:00 PM Mountain Time Saturday 7:00 AM - 3:00 PM Mountain Time

Training

Local Qwest 101 "Doing Business with Qwest"

• This introductory web-based training course is designed to teach the Local CLEC and Local Reseller how to do business with Qwest. It will provide a general overview of products and services, Qwest billing and support systems, processes for submitting service requests, reports, and web resource access information. Click here to learn more about this course and to register.

View additional Qwest courses by clicking on Course Catalog

Frequently Asked Questions (FAQs)

This section is currently being compiled based on your feedback.

Last Update: November 14, 2008

IABS™ is a Trademark of Qwest Communications International, Inc.
Dex^® is a Registered Trademark of R. H. Donnelley Company
Qwest Local Services Platform™ (QLSP™) and Qwest Platform Plus are Trademarks of Qwest Communications International Inc.