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CLEC CLEC Sales & ServiceSales & ServiceForumForum

Copyright © Sprint 2002. All rights reserved.

October 28-29, 2004Las Vegas, NV

2

Logistics

3

CLEC Sales & Service Forum CLEC Sales & Service Forum AgendaAgenda

Thursday, October 28 Morning Sessions

7:00 a.m. - 9:00 a.m. Continental Breakfast All

8:00 a.m. - 9:00 a.m. Registration All

9:00 a.m. - 9:15 a.m.

Welcome and Introduction Mike Jewell Director, Wholesale Services

9:15 a.m. - 9:30 a.m.

Announcements Satara Brown Manager, Service Performance CLEC Markets

9:30 a.m. - 10:00 a.m. Carrier Markets Update

Jim Patterson VP, Carrier Markets

10:00 a.m. - 10:15 a.m.

Break

10:15 a.m. - 11:30 a.m.

Sprint's Perspective on Current Washington Issues This presentation will cover major pending issues at the FCC, including the TRO aftermath, the ICF plan and Intercarrier Compensation, VoIP and USF.

Dick Juhnke VP, Federal Regulatory Affairs

11:30 a.m. - 1:00 p.m. Lunch

4

CLEC Sales & Service Forum CLEC Sales & Service Forum AgendaAgendaThursday,

October 28 Afternoon Sessions

1:00 p.m. - 1:30 p.m.

Sprint Service Review Mr. McMahon has responsibility for all Sprint facilities west of the Mississippi. This presentation will focus on the successes and challenges in serving our CLEC customer base.

Steve McMahon VP, Customer Service Operations

1:30 p.m. - 2:30 p.m.

Interim Rules - Product Impact The Interim Rules are the next set of rules the FCC is supposed to release to replace TRO. The Interim Rules are due to be released in September.

Al Lubeck Manager, CLEC Products

2:30 p.m. - 2:45 p.m.

Break

2:45 p.m. - 3:30 p.m.

NEAC Updates (Including IRES) This presentation will bring you up-to-date on the most recent changes or improvements implemented over the past year. We will also cover IRES updates and be available to discuss questions relating to both areas.

Mike Downey Manager, NEAC, Customer Support

3:30 p.m. - 4:40 p.m.

Service Activation and Assurance A review of completed projects and a status of pending projects that will improve the service activation or service assurance process.

Greg Boos & Local Team Manager, Customer Service Operations

4:40 p.m. - 4:45 p.m.

Wrap-up and Plus/Delta Satara Brown Teri Clucas

5:30 p.m. - 7:00 p.m.

Reception Cocktails and Full Buffet

5

CLEC Sales & Service Forum CLEC Sales & Service Forum AgendaAgendaFriday,

October 29 Morning Sessions

7:00 a.m . - 9:00 a.m .

Breakfast

9:00 a.m . - 9:45 a.m .

Long Distance - CLEC Product and Service Overview This presentation w ill provide a h igh-level overview of Sprint's Carrier M arkets p roducts and services.

Scott Engelmann Regional M anager

9:45 a.m . - 10:15 a.m .

Local W holesale W ebsite Review and Updates This presentation w ill provide a com prehensive review of Sprint's W holesale W ebsite. W e w ill dem onstrate w hat type of in form ation is contained on the w ebsite and how to find it.

Teresa Harper Field Sales M anager, W holesale Services

10:15 a.m . - 10:30 a.m .

Break

10:30 a.m . - 11:15 a.m .

Business Service Assurance Center/W ebRRS Updates This presentation w ill d iscuss the BSAC transform ation over the last six m onths (SM C/IRO C m erger); review W ebRRS updates and provide a h igh level overview of Sprint's In Touch w eb-based system .

Ron Levi Liz Davie M anagers, Service M anagem ent

11:15 a.m . - 11:45 a.m .

Local Interconnection Trunk Arrangements Overview This presentation w ill provide a description of the standard CLEC trunk group requirem ents for in terconnecting w ith Sprint LTD for the purposes o f exchanging local & non-presubscribed IntraLATA traffic & the types of traffic in tended to be passed over each of the trunk groups.

Bob Mavin N etw ork Com petitive O perations M anager

12:00 p .m . - 1:00 p.m .

Lunch

6

CLEC Sales & Service Forum CLEC Sales & Service Forum AgendaAgenda

Friday, October 29

Afternoon Sessions

1:00 p.m. - 1:45 p.m.

Negotiations Team Overview - This presentation will provide Sprint's position on the following docket impacts (from a practical perspective) on current negotiation of CLEC interconnection agreements: Change in Law clauses, Section 252 opt-in provisions, Triennial Review Order, USTA II Decision, FCC's "Pick and Choose" Order, FCC's "Interim Rules".

Jeff Caswell Manager, Wholesale & Interconnection Services

1:45 p.m. - 2:30 p.m.

Billing Improvements Review This presentation will overview the team’s progress on stated billing service improvements relative to the customer experience.

Satara Brown Manager, Service Performance CLEC Markets

2:30 p.m. - 2:45 p.m.

Break

2:45 p.m. - 3:30 p.m.

Dispute Process Overview This presentation will provide an overview of the customer impacting process from the new Wholesale Dispute team in Leesburg Florida.

Jackie Pickard Manager, National Dispute Team

3:30 p.m. - 3:45 p.m.

Wrap-up - Plus/Delta Teri Clucas Project Manager, CLEC Service Performance

3:45 p.m.

Meeting Adjournment Satara Brown Manager, Service Performance CLEC Markets

October 28, 2004

Sprint Proprietary. © Sprint 2004.All rights reserved. Sprint and the diamond logo design are trademarks of Sprint Communications Company L.P. All other trademarks are the property of their respective owners.

Carrier Markets Update

Jim PattersonVice PresidentSprint Carrier Markets

Sprint Proprietary © Sprint 2004. All Rights Reserved. October 28, 2004 8

Agenda

• Financial Highlights• Carrier Markets Organization• Sprint Transformation• CLEC Sales and Service

Experience • Business Trends &

Challenges• Performance Results• Sprint Focus• Why Choose Sprint?


Sprint Financial Highlights

• Solid execution enhances financial strength and flexibility • Recognizes $3.5 billion pre-tax, non-cash Long Distance asset

write-down (approximately 60% of Long distance asset base)• Continue to reduce debt levels and improve financial leverage,

over past 6 quarters, Sprint has reduced debt levels by 7.6 billion dollars.

• Wireless growth continues impressively, Sprint now at more than 23M subscribers (inclusive or wholesale and affiliates)

• Healthy cash flow situation• Raising 2004 outlook on stronger operating performance• Sprint is leading a resurgence in telecom – solid financials through

prudent investments outlays and refocused efforts on improving customer service and on driving customer solutions


The Carrier Markets Organization

Vice President, Carrier, Access & Wholesale Markets

AVP, Strategic Sales & Acct. Mgmt.

913-315-8026

InterimDirector, National

Public Access

Director, Regional Sales

913-315-8016

Director, Access Management913-762-1928

Asst. Vice President, Wholesale Sales

703-689-8289

Director, Wholesale & Interconnection

Services913-315-8528

Bill Cheek Gary Lindsey

Maggie Lopez

Mike Jewell

Ken Ross

Art MacDowell

Jim Patterson

913-762-4548 office816-210-0296 PCS

Director, Access Implementation913-762-1906

Mike HowardDirector, Carrier

Markets Solutions913-315-7828

Rick Kapka

Executive AssistantPaula Carlin-Hensley

913.762.1761 office

Carrier Markets Organization


Sprint has Transformed to Win

• Sprint Business Solutions

• Sprint Consumer Solutions

• Sprint Local Telecommunications Division

• Transformation Goals

• More than an Organization Realignment

• Transformation Economics

Sprint Structure and Focus

With the start of 2004, our business has been transformed along customer segments with three business units:


CLEC Sales and Service Experience

It is more than offering the right product, at the right price, at the right time…our relationships with our customers are the foundation.

CLEC Sales and Service Forums are just one avenue to help us move positively in that direction.


Business Trends & ChallengesBusiness Trends• CLECs move toward a positive cash flow

Business Challenges• Integrated access

• Niche Players

• Regulatory Issues

Business Trends & Challenges


Performance Results


Wireline

Wireless

Access

Carrier Markets

Sprint FocusSprint is focusing on developing solutions to meet customer-specific needs

Sprint Structure and Focus


Stability•Financially stable company •Over 100 years of communication experience

WhySprint? Quality

• Experienced professionals

• Integrated, customized solutions

Reliability• World-class network• Industry-leading

SLAs

Product BreadthVoice, data, IP, conferencing, collaboration, wireline/wireless and managed services

16Sprint Proprietary © Sprint 2004. All Rights Reserved. March 1, 2005


Questions?

Sprint’s Perspective Sprint’s Perspective on Current on Current Washington IssuesWashington Issues

Dick Juhnke – VP, Federal Regulatory Affairs

October 28, 2004


19

Sprint’s Perspective on Current Washington Issues! New UNE Rules

! VoIP

! Universal Service Funding

! Intercarrier Compensation

! Legislation

20

New UNE Rules

! FCC’s Triennial Review Order (“TRO”) Overturned by D.C. Circuit (“USTA II”)

!

− Overturned delegation of impairment analysis to the states

− Overturned FCC’s nationwide impairment findings for local switching (UNE-P) and dedicated transport

− Upheld FCC’s restrictions on line sharing and mass market overbuilds

− Reversed FCC’s “qualifying service” restrictions, but said FCC should consider availability of special access in impairment analysis

21

New UNE Rules (cont’d)

! USTA II vacated local switching, high-capacity transport rules, refused stay requests

! DoJ/FCC opposed Supreme Court review (but criticized court’s overreaching)

! FCC Interim Order issued 8/20, effective 9/13− Froze pre-USTA II obligations for 6 months− Contemplates 15% rate increase ($1/mo. for UNE-P)

for embedded UNEs during following six months (market rates or special access for new orders)

− Sought comments on new permanent UNE rules

22

New UNE Rules – Sprint’s Position

! Sprint’s focus – continued need for high-cap loop and transport UNEs

! Sprint believes FCC’s impairment test in TRO is sound

! Sprint advocates use of competitive/wholesale “triggers” adopted in TRO (but not “business case” analysis) as basis for impairment findings

! Because of USTA II, FCC needs to apply triggers− Can make use of data in state proceedings,

gather additional data from carriers as necessary

23

New UNE Rules –Major Drivers of Outcome! Who decides?

− Chmn. Powell is committed to December decision, but history suggests that will be a difficult target to achieve

− Election outcome could quickly affect composition of FCC

− Facilities-based vs. UNE-based competition

! Will the FCC accept or challenge USTA IIreasoning (e.g., use of special access)?

! Will the FCC try to do its own granular analysis, and how long will that take?

24

VoIP Issues

! “Telecommunications service” vs. “information service”− Obligations of service provider vs. benefits to service

provider

! Public safety and consumer protection regulation− 911/E911, disability access, USF contributions, CALEA

(separate proceeding), CPNI rules, etc.

! Retail rate regulation− Technology choice vs. market power

! Who regulates? − Federal Preemption vs. dual state/federal regulation

! Intercarrier compensation− Do access charges apply? Can VoIP providers

charge?

25

Universal Service Funding – The Problem! Current “tax” rate – 8.9% of revenues from

interstate/int’l telecom services

− What about VoIP?− AT&T’s “enhanced” calling card− How to allocate revenues from bundled services− Int’l-only carriers don’t pay− Funding base is declining, while demands for

additional funding persist− Expansion of “tax base” to include intrastate

revenues foreclosed by court decision− FCC can no longer “borrow”unspent funds to

keep “tax” rate low

26

Intercarrier Compensation – The Problem! Radically different compensation schemes now

apply to largely the same functions and services− Interstate/intrastate access, local recip comp− CMRS carriers precluded from tariffing− Different service areas affect charges

! Creates uncertainty and instability that impedes business planning and attraction of capital

! Imposes enormous costs on industry in measuring, billing, verifying and litigating

! Creates the wrong economic incentives

27

Intercarrier Compensation Forum

! Comprised of AT&T, GCI, Global Crossing, Iowa Telecom, Level 3, MCI, SBC, Sprint, Valor− ICF Plan reflects contributions of earlier

participants as well

! Intensive discussions for 15 months to achieve a comprehensive, operational plan fair to interests of all industry segments

! Reached agreement in mid-August on 8-year plan to be implemented 7/1/05

! Full plan and legal/policy justification filed 10/5

28

ICF Plan! Creates transition to low, uniform intercarrier

compensation rates for all types of traffic− Uniform rate on 7/1/08 of $0.000175/minute

for call termination− Rate reduced to zero on 7/1/11− Rural carriers can charge terminating

transport rate of $0.0095/min. (rural ILEC option)

! Eliminates opportunities for arbitrage, ends impact of service classification issues (e.g., “information service” vs. “telecom service”)

! Focuses competition/cost recovery on end users

29

ICF Plan -- Interconnection

! Establishes default interconnection rules − Each carrier must establish a “Network Edge” – a

point at which it will receive traffic from other carriers and will assume financial responsibility for terminating traffic from that point to its end-user customer

! Each carrier must have at least one Network Edge per LATA, but no carrier can have more Network Edges than the number of ILEC tandems in the LATA

! Resolves many currently disputed interconnection issues

! Edge concept to be implemented 7/1/07

− ILECs are obligated to provide transit service between carriers that do not interconnect directly

30

ICF Plan – Rate Rebalancing

! To make up for lost access revenue, SLC cap raised gradually to $10 ($9 for rural LECs)− Revenue recovery not guaranteed; increased

competition expected− Increased incentive to focus on providing value

to end users, less on deriving revenues from other carriers

! Two new USF support mechanisms, one for non-rural LECs, another for rural LECs− CLECs eligible for both

31

ICF Plan – USF Contribution Reform! Shifts USF assessment from interstate and

international telecom revenues to combination of numbers and connections− Each working telephone number (both local and

toll-free) is assessed one unit− Each broadband connection (DSL, cable

modem) also assessed one unit− High-capacity business lines assessed multiple

units based on capacity

! Broadens the assessment base and creates fairness for service providers, stability for the USF

32

Legislation Outlook for 2005! Major topics of interest

− VoIP − Universal Service− Comprehensive re-write

! Drivers for re-write− Current FCC Chair and key Congressional leaders

believe the ’96 Act is broken and outdated− Difficulty in getting basic implementation through

appeals process− RBOC desire for increased deregulation of basic voice

service and broadband equality with cable companies

− Limiting state regulatory authority

33

Legislation – Outlook for 2005

! Telecom re-write likely to be multi-year effort− Highly complex− Some major industry segments (e.g., cable)

content with status quo− RBOCs have gotten much of what they

wanted from FCC, but have also gained in strength vis-à-vis competitive industry

! Narrower bills (e.g., USF or VoIP) always possible, but hard to get consensus

Sprint Service Sprint Service ReviewReviewSteve McMahon, VPCustomer Service OperationsSprint-Western Region

October 28, 2004


35

Focus on Customer Service

! Exceed customer service demands

! Continue to provide innovative product and services

! Provide competitive and affordable pricing

! Integrity in all we do

36

Service Enhancements Coming

! GPS

! C2P

! No Physical Service Orders

! Cooperative Test on Trouble Tickets

! Chronic Trouble Reports for UNE Loops

37

Team Together At Every Opportunity

! Encourage partnerships

− CLECs

− Error Free products from both parties.

38

Evolution In the Industry

! Industry changes have been ignited by customer demand for higher speeds and services

! Broadband has been embraced as the option of top choice for delivering voice, video and data

! New technologies have emerged:

− VoIP

− Wireless

− Satellite

− FTTP

! Rural markets continue demanding broadband services.

39

What We Want the Sprint Brand to Represent:

•Being easiest to do business with

•Providing useful innovation

•Delivering complete solutions as promised

Interim Rules Interim Rules ––Product ImpactProduct ImpactAl Lubeck,Manager, CLEC Products


PLEASE NOTE:PLEASE NOTE: This This presentation will be available via presentation will be available via Sprint’s Local Wholesale Website Sprint’s Local Wholesale Website by 11/12/04 under the CLEC by 11/12/04 under the CLEC Forums link.Forums link.

NEAC UPDATESNEAC UPDATES

Mike DowneyManager, NEACCustomer Support

October 28, 2004


42

IRES Releases or Enhancements

! A project request (aka CARD) is currently in process that will mechanize CLEC to CLEC conversions

− A pre-card process change is being implemented prior to the mechanization to take advantage of some synergies

! Various maintenance releases were processed over the last quarter

43

CLEC Flow Through Data

CLEC

Jan Feb Mar Apr May June July Aug Sept

2004 Actual 40,351 35,207 45,056 46,993 40,668 50,812 48,989 48,677 47,031

2003 Actual 44,338 39,870 39,872 39,413 39,172 40,697 44,871 43,666 42,680


% Diff. -9.0% -11.7% 13.0% 19.2% 3.8% 24.9% 9.2% 11.5% 10.2%

CLEC PON Volume

0

10,000

20,000

30,000

40,000

50,000

60,000

2004 Actual 40,351 35,207 45,056 46,993 40,668 50,812 48,989 48,677 47,031

2003 Actual 44,338 39,870 39,872 39,413 39,172 40,697 44,871 43,666 42,680


Percent Difference 2003 vs. 2004

-9.0%-11.7%

13.0%

19.2%

3.8%

24.9%

9.2%

11.5%

10.2%

-15.0%-10.0%-5.0%0.0%5.0%

10.0%15.0%20.0%25.0%30.0%


44

NEAC – On Line Calls

Top CLEC Call CategoriesMonthly Trend 3Q04

0% 5% 10% 15% 20% 25% 30% 35%

IRES questions

LNP-NPAP

Status Checks or ?'s on Orders

SWAT December

November

October

Sept

August

July

Top CLEC Call Producers Combined Monthly Totals 3Q04

1,914 2,300 1,8040 0 0

10,282 10,922 10,178

0.31 0.30 0.290

2,0004,0006,0008,000

10,00012,000

July Aug Sep Oct Nov Dec

Call OverviewCall Overview:

45

NEAC – On Line Calls

Loss Productivity Hrs PON Volume Loss

July 159.48 478.45

Aug 191.62 574.85

Sep 150.33 451.00

!! What Does all this What Does all this MeanMean…

*data based only on those identified as a top call volume producers.

**Formula:number of calls X average talk time {5 mins} divided by 60 minutes equals the loss productivity time; then X 3 PON per hr average equals the PON Volume Loss.

46

NEAC – Additional Efforts

! Project Identification -- Re-defining and process clarification

! Quality – enhanced efforts - 100% error free

! Productivity

! Re-work Reduction

! Telephone Call Elimination

! Paper LSR Elimination

Service Activation Service Activation andandAssuranceAssuranceGreg Boos & Local TeamManager, Customer Service Operations

October 28, 2004


48

Agenda

! Competitive Operations Team

! Service Activation

! Service Assurance

! Process Improvements in Progress

! Future Opportunities

! Open Dialogue

49

Competitive Operations Team

! Mel Childress - Florida Operations (Apopka, FL.)

! Ronnie Baker - Mid-Atlantic Operations (Roanoke Rapids, NC)

− (NC, SC, TN, VA)

! Randy Brinker - Western Operations (Las Vegas, NV.)

− (NV, TX, MO, MN, KS, NE, WY, OR, WA)

! Kristy Brown – North Central Operations (Kansas City)

− (NJ, PA, OH, IN)

! Judy Crowe - Support for Emerging Markets (Lima, OH.)

! Donna Roberts – Support for Emerging Markets (Kansas City)

50

Service Activation! Non-Timed Conversions

− Preferred Coordination method for residential/small business! Expectation from CLEC

− Provisioning completed one day prior to due date− Use of 10-digit trigger port option− Use of actual telephone number

! Expectation from Sprint− Will work order on due date during normal business

hours− Will notify CLEC upon completion of the conversion

! Timed Conversions− Optional method with contract specific cost based on the

number of lines being converted. This method requires a 48 hour confirmation Call with the NCPC. This method is more costly for both Sprint and the CLEC due to having manpower resources tied up for an extended period of time

− A special project is warranted when the quantity of lines exceeds 25.

51

Service Assurance! When end-user calls their service provider CLEC and reports

trouble.− Expectation from CLEC

! Query end-user to ensure trouble is not in CPE (if no dial tone at NID, trouble may be in CLEC or Sprint facility) before calling IROC to issue a trouble report

! Following a recent activation:− Verify that SO completion notice has been received.

» If not, and due date has passed or end-user states work has been completed, CLEC should call NEAC

− Expectation from Sprint! Meet commitment on repair report! Complete repair activities on Sprint facilities! Timely closure of report which triggers CLEC notification

52

Projects Underway

! Retrofitting Next Generation Digital Line Concentrators (NGDLC) with Time-Slot Interchange (TSI) application which will reduce the need for special access provisioning.

− Benefit to CLECs – Minimize extended activation intervals.! Reducing standard interval from 6 days to 4 days

for service orders requiring special access provisioning will go into effect October 29.

! Conducting feasibility study on expanding scope of cooperative testing on service activation and service assurance.− 2004 YE deliverable.

53

TSI

XCON

CA. 100CA. WPKVX0

COT

C001 /LT WPKV00 0 00 58F001 /CA WPKVX0/PR 0058/BP 00058/TER XB-460-S-ORLANDO-AV /IFD CLEC-USE- TS0101 F002 /CA100/PR 0401/BP 00001/TER 64675

C001 /LT NO LEN

F001 /CA COT002/PR0085/BP 00085/TER TSI-MD0101

CLEC INSTALL

SPRINT DISCONNECT

M D F

NGDLC CONFIGURATION

Single Ended Remote Device

COSW

"

#

P O I

TER XB-460-S-ORLANDO-AV

TS – TIME SLOT 01 – CSA # 01 – SYSTEM #

TER TSI-MD0101

CA. TS 0101

LEN WPKV00 0 00 58

Hard wired cableMirrors COT002

cable

HR Links

CA. COT 002

54

Approach UNE Loop behind Remote Approach/TimelineTSI! TSI will be loaded in all locations impacted by substantial CLEC activity. The systems

will be loaded by 4th quarter 2004. As more request for UNE’s behind NGDLCs are requested more systems will be upgraded.− Key areas impacted (all areas are being identified and prioritized):

! Florida! North Carolina! Tennessee! Ohio! Las Vegas

Customer Communication/Assistance:! Service Performance team is working with the FSM, National CSO staff and Network

to revamp the national process for CLEC forecasted information. − Completed June 30, 2004.

Pair Gain Device Identifiers! Type of Service Indicators will be loaded to Sprint’s systems for identification

− Will be completed by YE 2004.

CIRAS interval for UNE loops behind remotes! A national team is addressing the CIRAS interval process from 6 to 4 days.

− Target date for implementation is October 29, 2004

55

Questions

and

Observations?

LD Data Products LD Data Products

Scott Engelmann Director, Carrier MarketsLD Sales Support

October 29, 2004


57

Agenda

! Sprint LD Account Team Structure (Customer Interfaces)

! Interconnection Points− Metropolitan Area Network (MAN)− Carrier Hotels− Shared Tennant

! Sprint LD Data Services− Private Lines− IP Services− Frame Relay Service− ATM Service

! One Sprint Solutions

58

Customer Interfaces

! National Account Teams− Single point of contact for any Sprint Service− LD and LTD Account Teams leverage strengths

of peer groups

! Sales Support− Solution Specialists

! Sales consulting on products and services− Sales Design Engineering

! Network Designs− Post Sales

! Order entry and tracking (CLC, SIS)! Engineering

59

Interconnection Points Interconnection Points

60

PCS Mobile Switched Center

Carrier Hotel/Data Center

End User Building

Sprint POP

LEC Central Office

AAV Central Office

Dark Fiber MAN RingLit Services MAN Ring

Legend

AAV Initiative

Diverse Path

DS3 Hub

Sprint IP Network Key Locations: North America

Metropolitan Area Network (MAN)

61

MAN – Deployments By City

Boston

Newark

Philadelphia

Washington DCSan Francisco

Dallas

Houston

Portland

Seattle

Chicago

St Louis

Van Buren

Kansas City

Oklahoma City

Atlanta

Los Angeles

Minneapolis

Miami

Birmingham

Indianapolis

Orlando

Cleveland

Columbus

Raleigh

Phoenix

Detroit

Memphis

Tampa

Charlotte

Baltimore

Jacksonville

New YorkMilwaukee

Norfolk

Austin

San Antonio

DaytonOmaha

Richmond

Nashville

Legend:Dark Fiber / Lit Service

Buffalo

Pittsburgh

Denver

San Diego

Ann Arbor

CharlestonColumbia

Greensboro

Greenville

Louisville

New Orleans

Syracuse

Symbol Schedule # MktsDark EO's

LIT EO's

In Service 34 188 194

2Q04 9 38 20

3Q04 11 42 50

4Q04 1 22 0

Total 55 290 264

Elizabethtown

Melbourne

Burlington

62

Carrier Hotels$ Located within a building (or entire building) and

are managed by a third party or building owner.

$ Common meet point for carriers (IXC’s, LEC’s, ISP’s, etc.) to interconnect.

$ Cross connects are generally made within a centralized meet-me-room (MMR).

$ Main benefit – elimination of local access charge!

$ All Sprint Services available via carrier hotel interconnections.


63

Types of Carrier HotelsPre-Provisioned Access

$ Sprint establishes access circuits (large "pipes“) into the building from PPAs

$ Bandwidth levels are anything from DS3 to STM4/OC12 and are provided at the carrier hotels

Intra-Building Carrier Hotels$ Sprint has several locations where the POP and

the carrier hotel is in the same building$ Sprint has wired out fiber (and sometimes

electrical) connections between a meet-me-room in the Carrier Hotel and the POP

Carrier Hotels on MAN$ Sprint places a Carrier Hotel directly on its

network via the MAN


64


CARRIERHOTEL

OUTSIDEFIBER

Carrier Hotel Topology

65

IP Shared Tenant

$ Extends Sprint’s Dedicated IP Services into select carrier-neutral data centers.

$ Interconnection to Sprint IP Network.

$ Main benefit – elimination of local access charge!

$ Both Ethernet (GigE, Fast Ethernet) and full duplex connectivity available.

$ Located in Equinix, PAIX, NAP of Americas.


66

Sprint Carrier Hotel Sites by CitySeattle

Chicago

Los Angeles

Miami

Phoenix

Buffalo

AtlantaDallas

New YorkPhiladelphia

San Diego

St Louis

Honolulu

Ashburn

Santa Clara

Pittsburgh Secaucus

Sprint Carrier Hotel Sites

Sprint Shared Tenant Sites

Cambridge

Boston

San JosePalo Alto

Salt Lake City

67

LD Data ServicesLD Data Services

68

Private Line ServicesPrivate Line Services

69

Private Line Services

$ Sprint SONET Network

$ Extensive global reach

$ Full range of service options

$ DS1, DS3, OC3 – OC12

$ Concatenated, Channelized with muxing

$ Protected and Unprotected Direct Wavelength (OC48, OC192)

$ Real-time service management

70

Cust

Prem A

LEC

/AAV

Sprint

POP

Cust

Prem Z

Sprint

POP

LEC

/AAV

ROUTER

OC192

ADM

ODForVAM

DWDM

80

1OC192

ADM

OC48

ODForVAM

ROUTER

LEC/ AAVOC192SONET ring

DWDM

1

80

ODForVAM

FTP

FiberPair

SingleFiberPair

tosupport

80channels

DWS, Sprint’s unprotected wavelength service, is a 2-fiber, bi-directional,

dedicated, point-to-point service that carries SONET-framed traffic at the

OC48 level. DWS allows a customer to buy as much or as little protection as

needed without the expense and maintenance issues of dark fiber.

Direct Wavelength Services

71

IP ServicesIP Services

72

IP Services$ Native IP Network - Packet over Wave, no ATM

core

$ High-speed OC-48 and OC-192 backbone links

$ Exceptional survivability, Backbone links provisioned in pairs

$ Reliable and robust node design - Paired Backbone Cisco Routers

$ Multi-casting enabled network for content distribution

$ Private Peering with all Tier 1 and select Tier 2 ISPs

$ 24x7 network management - proactive network monitoring (Reston and Atlanta)

73

Pearl CityPearl City

CaliforniaUp Close

Sprint IP Network Key Locations & Backbone Routes: North America

AtlantaAtlanta

New YorkNew York

SpringfieldSpringfield

CheyenneCheyenne

DenverDenver

BostonBoston

Relay/DCRelay/DC

PennsaukenPennsauken

SecaucusSecaucus

TuckertonTuckerton

DallasDallas

Kansas CityKansas City

Ft.WorthFt.Worth

AshburnAshburn

San JoseSan Jose

AnaheimAnaheimLos AngelesLos Angeles

Palo AltoPalo Alto

SiliconValley

SiliconValley

SacramentoSacramento East CoastUp Close

RelayRelay

PennsaukenPennsaukenManasquanManasquan

TuckertonTuckerton

SpringfieldSpringfield BostonBoston

RestonRestonAshburnAshburn

Secaucus*Secaucus*

StocktonStockton

New YorkNew York

ChicagoChicago


OrlandoOrlando

TAT-14TAT-14

FA-1FA-1

TAT-14TAT-14

Internet Transport Node

Internet Center

3rd-Party Data Center

Landing Station

OC48 (STM16)

OC192

OC12 (STM4)

OC3 (STM1)

MiamiMiami

RestonRestonRoachdaleRoachdale

SacramentoSacramentoStocktonStockton

SeattleSeattle

TacomaTacoma

AnaheimAnaheimLos AngelesLos Angeles

San JoseSan Jose

To San JuanTo San Juan

To SprintLinkSouth AmericaTo SprintLinkSouth America

ManasquanManasquan

To London, England

To Copenhagen, Denmark

To Bude, EnglandPaloAltoPaloAlto

Tacoma, WA to Tokyo, Japan

Tacoma, WA to Hong Kong

San Jose, CA toTokyo, Japan

San Jose, CA toHong Kong

San Jose, CAto Singapore

San Jose, CA toSydney, Australia

Stockton, CA to

Tokyo, Japan

Tacoma, WA toSydney, Australia

Stockton, CA to Hong Kong

Stockton, CA to Singapore

74

$ Fractional T1 (56k, 64k, 128k, etc.), T1$ Multi-Megabit T1 (2 - 6 T-1’s), requires a Cisco

router$ Fractional DS3 (6Mbps min) to Full DS3$ OC3, OC12, OC48, OC-192$ Fast Ethernet & GigE

$(Switch Sites, Shared Tenant Carrier hotels)

Customer Host

CSU / DSURouter

Dedicate access facility (DAF)

Sprint Internet

IP Services

75

AvailabilityAvailability DelayDelay

% 100% BMAN end-to-end

% 99.9% no BMAN end-to-end

% 100% customer access (p-t-p)

% ≤ 55 ms round-trip

Packet LossPacket Loss

% ≤ 0.30%

JitterJitter

% ≤ 2 ms

IP Services – Service Level Agreements

76

Frame Relay ServicesFrame Relay Services

77

Frame Relay Service

$ Integration with Sprint’s advanced SONET/ATM backbone

$ Nortel Vector and Nortel Passport Switches

$ Network designed for “congestion avoidance”

$ Zero CIR PVCs$ 99% DDR for Zero CIR PVCs!

$ Port Speeds$ Fractional DS1$ DS1$ N x DS1$ DS3 (18MB PVCs)

78

SONET/ATM

OC-3OC-3

Router Router

NortelPassport

NortelPassport

NortelVector

NortelVector

NEC20

Frame Relay Network

79

Rialto

Chicago

Atlanta

Ft. Worth

Stockton

Springfield

RelayNYCAkron

Kansas City

Seattle

Orlando

DC

Charlotte

DetroitSt.Paul

Omaha

Phoenix

Switch SitesATM Core/ATM Edge Sites Satsuma

Frame Relay Backbone

80

Multiple PVCs per FRAF allowed

% Each PVC can burst to the full port speed, if the other PVC’s are idle.% With Zero CIR, PVC over subscription is limited to 2:1

128 KbpsCIR FRAF 512 Kbps

256 KbpsCIR

16 KbpsCIR

SprintNetwork

Frame RelaySwitch

0 Kbps CIR

% CIR = Bc/Tc (where Tc = 1 sec)

% Bursts > CIR allowed% Full compliance to standard

Frame Relay Service - Bursting

81

$ Sprint recommends setting the CIR to 0 for all PVCs

$ Data Delivery Rate SLA = 99%

$ Without congestion, CIR has no effect on throughput

$ To avoid congestion, peak utilization is engineered to 70% of trunk capacity, not CIRcapacity

$ The entire circuit bandwidth is available for data transmission

$ Instantaneous burst support to line speed$ Fast forward without buffering (vs. buffer & forward)

Frame Relay Service – Zero CIR

82

Sprint’s Zero CIR advantage& DDR = 99% for all data& Bursting to full port speed& Fast forwarding without buffering

Other Carrier’s Frame Relay with CIR― CIR DDR = 99.9% + ― EIR DDR = ?― Bursting limited to

“buffer & forward”

DDR = 99%

Frame Relay Access FacilityZero CIR vs. CIR

EIR DDR = ?

CIR DDR = 99.9%

Frame Relay Access Facility

DDR(Data Delivery Rate)

Frame Relay Service – Data Delivery Rate

User Data 64k64k 64k64kUser Data Stream (768k)

Competition’s CIR Based Network - Congestion Management

256kPort

CIR (64k)

EIR(192k)

256k Port

Time (seconds)1 2 3 4 5

1 2 3 4 5

SLA does not guarantee delivery of EIR dataMust increment toward port speed when there is no congestionRouter cannot process next stream of user data until 4.5 seconds after starting

SLA guarantees delivery of 99.0% of EIR data Transmit at port speed until completeAfter 3 seconds, router is ready to move onto next stream of user data

Time (seconds)

Time Elapsed

1 second

• Transmission rate is at CIR value (64k)• Data sent this second

64k• Total data sent:

64k

• Transmission rate is at port speed (256k)• Data sent this second


256k

Time Elapsed

2 seconds

• Transmission rate is at 128k• Data sent this second


192k

• Transmission rate is at port speed (256k)• Data sent this second


512k

Time Elapsed

3 seconds• Transmission rate is at port speed (256k)• Data sent this second


768k



384k

Time Elapsed

4 seconds



660k

Ready to send next stream of user data

Time Elapsed

4.5 seconds

• Transmission rate is at 256k• Data sent this half second


768k

Ready to send next stream of

user data

Sprint’s Port Based Network - Congestion Avoidance

Frame Relay Service – Bursting Example

84

Availability Delay Data Delivery MTTR100% BMANend-to-end

99.9% no BMAN end-to-end

100% customer access

(POP-to-POP)

SNA / Voice56K = 70 ms

256K – T1 = 55 ms

LAN56K = 80 ms

256K – T1 = 65 ms

(0) CIR = 99.0%

CIR = 99.9%

4 Hours or Less

Frame Relay Service –Service Level Agreements

85

ATM ServicesATM Services

86

Sprint ATM

OC-12c

OC-3c/OC-12c

OC-3c/OC-12cOC3c/OC-12c

EdgeSwitchEdge

Switch

EdgeSwitchEdge

Switch

EdgeSwitchEdge

Switch

CoreSwitchCore

SwitchCore

SwitchCore

Switch

ATMATM Network Architecture

87

Marconi ASX-4000NEC CoreEdge Switch

SeattleSeattleTacomaTacoma

RialtoRialto

Stockton Stockton

CheyenneCheyenneSpringfieldSpringfield

OrlandoOrlando

Elkridge, MDElkridge, MD

MerchantvilleMerchantvilleNew YorkNew York

AtlantaAtlanta

AkronAkron

NashvilleNashville

ChicagoChicago

Ft. WorthFt. Worth

HoustonHouston

Kansas CityKansas City

OmahaOmaha

ATMATM Backbone Network

88

CO

NN

EC

TIV

ITY

$ Classes of service:UBR, VBR-nrt, CBR, VBR-rt

$ PVC logical connections

$ Customer-based SVCs

GA

TE

WA

YS

$ Sprint Frame Relay

$ Sprint IPO

PT

ION

S

$ CPE$ ATM Web-based

Network Manager $ Monthly reports$ Managed Service

AC

CE

SS

$ DS1 ATM$ DS3 ATM$ Imux over ATM

(IMA)$ OC3 ATM$ OCn* ATM

ATMATM Service Features

89

Permanent virtual circuits and/or Switched virtual circuits

Sprint ATM Service

$ Multiple applications per access port$ Connectivity via PVCs$ Virtual path or virtual channel

ATMATM Service – Logical Connectivity

90

256 kbps CBR 4 Mbps VBR-nrt

10 Mbps VBR-nrt DS3 Access

Sprint ATM Service

ATMATM Service – Traffic Control

$ Ensures Quality of Service (QoS)$ Traffic parameters include:

$ Rate subscription parameters:PCR (Peak Cell Rate) and SCR (Sustained Cell Rate)

$ MBS (Maximum Burst Size)$ Traffic shaping CPE encouraged

91**Dependant upon country and whether a dispatch is required.

Availability Delay Data Delivery **MTTR

4 Hours to 36 hours

Continental United States Port- End-to-End (including local loop access) : 99.9% -Node-to-Node -99.99%

International Port - Node-to-Node -99.9%

Continental United States- End-to-End (including

local loop access) : (Round Trip)

- CBR 100ms- VBR-rt 110ms- VBR-nrt 120 ms

North America Node to Node latency is 100 ms (Round trip)

International Node to Node latency varies by region of the world

Continental United States- 99.99% for

CBR/VBR rt- 99.9% for VBR nrt - 99.0% UBR

International- 99.5% for CBR/VBR rt. - 99.% for VBR nrt - UBR is not applicable

* Applicable terms + conditions apply

Industry Leading SLA�sATM Service Level Agreements

92

One Sprint Solutions One Sprint Solutions

93

One Sprint Solutions

! Sprint SONET Ring ServiceSM (SSRS) may be combined with Sprint Wholesale long-haul transport to provide end-to-end connectivity to areas distant to Sprint Local areas.

Sprint Local CO Customer Node

Sprint Wholesale POP

Sprint Local CO

Long-haul transport

94

One Sprint Transport Bundle

$Sprint LTD local access bundled with LD Long Haul for all opportunities within LTD markets.

$ Leveraging LTD and LD assets enables Sprint to keep traffic “on-net”.

95

Bristol TN CO

4-Node OC48SPRINT LTD

SSRS

Kingsport TN CO

Johnson City TN CO

OC12 PL

SPRINT LD POPKnoxville, TN

SPRINT LD POP

RACK

1 Collocation Rack

Carrier Customer Owned

LEC Ring

Collocated Access

Customer provided ADM Mux OC12 PL

Knoxville, TNNon-Sprint LECTerritory

Johnson City, TNSPRINT LTD Territory

SPRINT LD/LTD POPGreenville, TN

Greenville TN CO

One Sprint Transport Bundle

96

WY

C O

SD

N E

KS

Sprint Kimball

Sprint Scottsbluff

Meetpoint Avoidance ExampleScottsbluff to Grand Island, NE

Sprint LD Network

5 Year Meetpoint DS3 Price approx. $13,500/month

Estimated One Sprint DS3 Price $10,500/month

Customer saves $180K on single DS3

Grand Island, NE Customer location

Meetpoint Route

97

Questions …

Local Wholesale Local Wholesale Website Review Website Review and Updatesand Updates

Teresa Harper,Field Sales Manager

October 29, 2004

99

Local Wholesale Website

! Website address

− www.sprint.com/localwholesale

100


What is on the Sprint Website?

! Welcome Screen− Updates− CLEC Forum

! CLEC− Introduction− On Line Services− Forms− Notifications− Products and

Solutions

101


! Welcome Screen− Updates− CLEC Forum

102


! CLEC Forum− Contact Information− 2004− Customer

ResolutionMeeting

103


! CLEC− Introduction

! Announcements! Guides! Customer Contacts! Links

104


! CLEC− On Line Services

! Address Validation! IRES

105


! CLEC− Forms

! Negotiation Request

! Billing Dispute! Forecast! Start up Forms! Investigation

Request Forms

106


! CLEC− Notifications

107


! CLEC− Products and

Solutions

108


! Questions?

Business Service Business Service Assurance CenterAssurance CenterRon LeviManager, Service Management

October 29, 2004


110

Two Become ONE

! IROC – Repair for Business and wholesale local service customers

! SMC – Repair for Business and wholesale Long Distance Customers

! Business Service Assurance Center – Service Assurance (repair) for business and wholesale local and long distance customers

Making Sprint EasiestTo Do Business With

111

The BSAC

! Approximately 150 universal agents in two locations 24 hours a day, 365 days a year :− Lenexa, KS− Atlanta, GA

! Management and support team consists of:− 1 Director− 2 General Managers− 10 Supervisors − 8 Quality Coaches− 3 Quality Assurance Analyst− Project management and System support

teams

112

! The BSAC is the single point of contact for you. Accountable for:− First level troubleshooting− Generating a quality trouble ticket− Performing automated testing− Routing trouble tickets to the appropriate fix-

agency− Monitoring existing trouble tickets and

providing status

Making Sprint EASIEST To Do Business With

113

Behind the Scenes At The BSAC

CLEC BSAC

Repair/Status Calls

Internal Fix Agencies

Tick

et R

outing

Completed Ticket

Internal Fix

Agencies

114

! Three Easy ways to report trouble:

1. Call us at 888-883-1484

2. Web− WebRRS− Sprint InTouch

3. Automated IVR


115

! WebRRS - an internet website for local service trouble reporting.− Customer can self report problems − Speed up your repair ticket entry time− Ticket Status− closing information on completed tickets − 13-month trouble-history status for any given number

! Sprint InTouch - An Internet Web Site for long distance trouble reporting.− Provides registered customers a means of viewing,

opening, updating and closing trouble tickets or service requests

− Provides alerts on ticket events, network events and scheduled maintenance

− Real-time read / write access to the BSAC systems and services


116

! Automated IVR− resale customer can self report a new problem or

check the status of an existing ticket.− Speed up your ticket entry time − Status determination for your ticket by ticket

number− By-pass trouble shooting steps for No Dial Tone

Request types


117

! Escalations accepted for:− Missed commitment times− Repeat troubles (3 or more/vendor meet)− Emergency repairs (examples: hospital, medical lines)− Completed ticket remarks (work performed)

! Escalation expectations:− If reaching voicemail of escalation contact, CLEC leaves

ticket number, contact information and reason for escalation

− BSAC will provide call back within 2 hours of escalation

When You Need Additional Assistance:

118

Who Do You Call?! First Level Ask to speak to a Lead 1-888-883-1484

! Second Level Ask to speak to a Floor / On Call Supervisor 1-888-883-1484

! Third Level Supervisors» Jennifer Boehmer Office: 913-890-4388» Anita Watters Office: 913-890-4426» Phillip Ozias Office: 913-890-4390» Sekeethia Williams Office: 913-890-4389» Brandon Edington Office: 913-890-4453» Maria Varela Office: 913-890-4363» Jana Williams-Selvey Office: 913-890-4313» Donna Hernandez Office: 913-890-4314» James Murphy Office: 913-890-4766

! Fourth Level Managers» Ron Levi Office: 913-890-4800 Cell: 913-221-3276» Kendra Wright Office: 913-890-4632 Cell: 913-706-4632

! Fifth Level Director» Steve Roston Office: 913-890-4200

119

BSAC Successes YTD 2004

! 101,592 CLEC calls have been handled

! 24 seconds is the average speed of answer for CLEC

! 60,000+ tickets placed for CLEC customers

! 36,320 web contacts made

! 74% error free quality on CLEC tickets

120


! Questions?

Local Interconnection Local Interconnection Trunk Arrangements Trunk Arrangements ––An OverviewAn OverviewBob Mavin,Manager, Network Competitive Operations

October 29, 2004


122

Local Interconnection Trunk Arrangements – An Overview

! 47 CFR Part 51.305

− Required by TA 96− For the transmission and routing of telephone

exchange service and exchange access− At any technically feasible point on the ILEC’s

network− Equal in quality− At rates and terms that are just and reasonable

123

Local Interconnection Trunk Arrangements – An Overview! Local interconnection services provide CLECs

the ability to terminate calls within the Sprint LTD:− Defined local calling areas− Extended area service calling (EAS)− Local Access Transport Area (LATA)

! Minimum of one point of local interconnection is required in each LATA

! Interconnection is available to Sprint LTD’s tandems and end offices

124

Local Interconnection Trunk Arrangements – An Overview! Interconnection to Sprint LTD’s tandems will

provide the CLEC the ability to terminate local and IntraLATA toll traffic to all Sprint end offices subtending the tandem and to route to third parties (IXCs, CLECs, ILECs, CMRS, etc.) that are also interconnected at the tandem.

! Interconnection to a Sprint end office will provide the CLEC the ability to terminate local and toll traffic only to the NXX codes served by that office.

125

Local Interconnection Trunk Arrangements – An Overview! A virtual point of interconnection (VPOI) is

required if the CLEC has not established a physical POI within the Sprint local calling area.

! Sprint will deliver local calls to the physical POI (PPOI). The CLEC is financially responsible for the transport between the VPOI and the PPOI.

126

Local Interconnection Trunk Arrangements – An Overview

! As an alternative, in lieu of requiring virtual POIs (VPOIs), Sprint LTD will agree to one point of interconnection (POI) per each of its tandems in a LATA

127

Diagram Reference #

Trunk Group When Required

1 Tandem LocalTwo-way (one-way directionalized) trunk group for local/EAS, non-Equal Access IntraLATA, and local transit traffic.

Not required if the CLEC is providing data-only services.

2 Tandem Reciprocal:Reciprocal trunk group for local/EAS, non-Equal Access IntraLATA, and local transit traffic.

Required if the CLEC is expecting originating traffic from our tandem switch.

3 IXC:Two-way Feature Group “D” (FGD) trunk group for InterLATA and Equal Access IntraLATA traffic.

Required in order for the CLEC’s end-users to originate or receive calls from inter-exchange carriers.

4 Directory Assistance (DA):Directional trunk group for providing DA services to CLEC end-users.

Not required if CLEC uses another provider for DA services.

5 Operator Services:Directional trunk group for providing Operator services to CLEC end-users.

Not required if CLEC uses another provider for Operator services.

6 End Office Local:Two-way (one-way directionalized) trunk group for local traffic only (no EAS, IntraLATA, or local transit traffic).

Not required if the CLEC is providing data-only services.

7 End Office Reciprocal:Reciprocal trunk group for non-tandemed local/EAS and non-Equal Access IntraLATA (no local transit traffic).

Required if the CLEC is expecting originating traffic from our end office switch.

8 E911:Directional trunk group for Enhanced 911 service (E911).

Not required if Sprint is not the Public Service Answering Points (PSAP) provider for the county.

Not shown on drawing

Tandem Transit:A separate two-way trunk group for tandem-to-tandem transit traffic (two or more tandems & three or more providers).

Required if the CLEC’s switch acts as a tandem switch.

128

2 Tandem Reciprocal Trunks2 Tandem Reciprocal Trunks

7 End Office Reciprocal Trunks7 End Office Reciprocal Trunks

44 Directory Assistance (DA) TrunksDirectory Assistance (DA) Trunks

1 Tandem Local Trunks1 Tandem Local Trunks

8 E9118 E911Trunks

Trunks

CLEC NameTrunk Interconnections in City, ST

XXXXXXXXDSXXXXXXXXXDSXCLEC Name CLEC Name Digital SwitchDigital Switch

City, STCity, STDest Point CodeDest Point Code

XXXXXX--XXXXXX--XXXXXX

Sprint Central OfficeSprint Central Office

Sprint CO CLLISprint CO CLLIAddress,Address,City, STCity, ST

Sprint EO SwitchSprint EO SwitchXXXXXXXXDSXXXXXXXXXDSX5ESS or DMS5ESS or DMS--100100

SprintSprintE911 RouterE911 Router

XXXXXXXX91WXXXXXXXX91W

SprintSprintAccessAccessTandemTandem

XXXXXXXX0XTXXXXXXXX0XT5ESS or DMS5ESS or DMS

3 IXC Trunks3 IXC Trunks

55 Operator Services TrunksOperator Services Trunks

CLEC POI

XXXXXXXX1MD

(EO trunking is not desirable; (EO trunking is not desirable; very inefficient, Tandem very inefficient, Tandem Trunk Groups are more Trunk Groups are more

efficient)efficient)

6 End Office Local Trunks6 End Office Local Trunks

7 End Offic

e Reci

procal Trunks

7 End Offic

e Reci

procal Trunks

6 End Offic

e Local

Trunks

6 End Offic

e Local

Trunks

Sprint EO SwitchSprint EO SwitchXXXXXXXXDSXXXXXXXXXDSX5ESS or DMS5ESS or DMS--100100

(Class 4/5 Switch)(Class 4/5 Switch)

(Class 5 Switch)(Class 5 Switch)

129


! Questions

Negotiations TeamNegotiations TeamOverviewOverview

Jeff Caswell,Manager, Wholesale &Interconnection Services


PLEASE NOTE:PLEASE NOTE: This This presentation will be available via presentation will be available via Sprint’s Local Wholesale Website Sprint’s Local Wholesale Website by 11/12/04 under the CLEC by 11/12/04 under the CLEC Forums link.Forums link.

CLEC Billing Project CLEC Billing Project ReviewReview

Satara R. BrownManager Service Performance,CLEC MarketsSprint Business SolutionsCopyright © Sprint 2002. All rights reserved.

132

Agenda

! Objective! Summary! On-line Billing Forum! Recommendation

Implementation update

! Wrap-up/Next Steps− Questions and

Answer Session

133

Objective

The objectives of this business assessment are to:

! Recommend strategic methods to positively influence the CLEC customer billing experience and strengthen the relationship.

Desired Outcomes include: ! Communicate results to the CLEC community during

a billing forum in 3rd quarter 2004! Identify key process and system issues regarding the

end-to-end billing experience (order to receipt of payment)

! Communicate results and changes to the CLEC community where impacted

134

Summary! The 2003 CLEC billing customer experience survey results

rated 2.91 out of 5 (1 = effective; 5 = ineffective). A focus group session was hosted November 2003 with a portion of the CLEC community to further clarify the survey responses. Upon the first executive readout, a challenge team was formed and completed it’s assessment in June 2004.

! In 3Q04, several project teams were formed to investigate and provide executable solutions for a majority of the top nine recommendations forwarded by the challenge team.

! Many of the large solution/wins in 2004 are attributable to process changes and training for the CLEC’s as well as internal Sprint billing departments. Minor system changes, where applicable, were also executed.

135

SummaryRecommendations have been segmented by the

followingkey areas:

! Bill Media: the ability to choose, understand and use the media options available

! Bill Format/Content: the ability to understand and use the bill contents

! Communications: providing information to the customers regarding changes impacting the billing process and other pertinent information

! Disputes: the ability to understand the process and terms of disputes. In addition bring disputes to successful resolution and prevent repetitive disputes

! Payment Options/Solutions: the ability to understand available payment options, the payment application process and ensure timely and accurate application of payments

136 3/1/2005

On-Line Billing Forum

! Upon completion of the first pass of corrective actions, it was the Service Performance team’s goal to host an On-line CLEC Billing Forum to educate and enhance the customer experience. − The meeting was held on

September 23, 2004. − Approximately 70

individuals participated in the on-line forum.

137 3/1/2005

On-Line Billing ForumThe Forum provided executable resolutions to the recommendations provided by the investigation teams. The main areas covered were as follows: ! Toll Blocking: used to prevent end-users from making

usage sensitive calls. Two new codes were executed and the process updates will decrease disputes and potential loss of usage revenue.

! Bill Identification: third party billing process created to manage customer’s bills and work towards proper bill management.

! Payment Management: review of accounts receivable and the customers options to reduce/eliminate misapplied payments.

! Bill Media Options: communicated methods to receive media and the process to ensure correct application.

138 3/1/2005

On-Line Billing ForumThe main areas covered were as follows: ! University of Excellence Bill Training: currently Sprint

does not have CLEC billing training available for external customers. − Dedicated resources from the University of

Excellence and wholesale operations are working to create a web-based training for customers. The first segment will be completed by 4Q04.

! Enhanced User Guide information: a portion of the documentation presented on the wholesale website was out of date. − The Billing portion has been updated and

communicated. The remaining portions of the documents are also being reviewed and updated.

139 3/1/2005

On-Line Billing Forum

! The changes will decrease resource drain for external customers and, internal organizations, reduce the probability of misapplied payments, provide media option guidance and increase overall customer satisfaction.

! A follow-up meeting will be held in 2005 to address larger system and process issues that could not be addressed in 2004.

140

Recommendation Implementation Update

141 3/1/2005

Toll Blocking

! Commission a team to research causes of blocking failures and implement executable solutions to prevent them.

142 3/1/2005

Toll Blocking System & Process Review! Key Success Tips for Applying the

correct blocks on orders.− Know what you want to block and

ensure the block selected is the correct one.! Use the IRES Users Guide for

assistance− No stacking.

! Line Treatment Group/LTG changes the identification of a line. Therefore you can only use one block at a time.

! Features can be added to a line without changing the identification.

− All Blocks in the IRES system have been verified for availability and accuracy.

− Detailed process flows have been created to monitor the current impact to the customer experience.

− Updated Job aides have been made available to all CLEC customers (forwarded 8/9/04 and on the Local

143

Toll Blocking Disputes

! Key methods to ensure your Toll Blocking dispute is understood and worked correctly

! Please Include the following− Main Account number− Original PON− End user TN− What is in dispute− What is the $ amount − What bill is it on? − Recurring or non recurring− SAE code that was ordered

144 3/1/2005

Communication Process

! Commission a team to streamline and simplify the customer notification process, thus reducing duplicate customer notification tools. − Team successfully created a new

communication process for IXC, CLEC and Wireless community.! Items will be sent electronically and

posted to the Local Wholesale Website.

145 3/1/2005

Dispute team causal analysis process ! Implement the performance of causal analysis for

maintenance and prevention of repetitive disputes.− Commission a team to develop uniform resolutions

for similar disputes and establish maintenance processes to ensure it stays up to date.

− Ensure end to end processes are considered ! On-going work is being done in the dispute center

and on the wholesale national staff to create uniform resolutions. As new systems are being implemented more mechanized updates will be possible.

146 3/1/2005

Customer Guide & Training Updates ! Commission several teams to enhance the

customer guides, internal methods & procedures to provide more depth and clarity to all forms of billing and payment options.

147

Training- How to read your CASS Bill

! Web-based training− No need to schedule– available when you

need it! Ability to skip over bill types that are not

applicable to your individual business! What will be included in the training:− Walk thru of sample bill and CSR excerpts:

resale, loop & port, UNE-P, special and switched access

− Screen prints of invoice pages with recorded discussion of the invoice page contents

! Estimated online training availability: 4Q04

148

CLECs Utilizing Third Party Billing Vendors

! Customer Proprietary Information (CPI) laws require Sprint to:− Obtain a signed Letter of Authorization (LOA) to share

proprietary data outside of the CLEC

− Transfer of data requests must be submitted only through the CLEC’s Sales Account Manager

− Third Party Billing Vendors cannot request connections without having their customer (the CLEC) directly contact their Sales Account Manager to facilitate this request

149

Resale and UNE User Guide Enhancements

! Customers commented that the Resale and UNE user guides were not easy to understand and there was not enough information for the customer to interpret their Sprint bill.− Sprint Internal teams have worked to update the

following areas:! Bill Media Options! Bill Format/Content! Payment Options! Dispute Process! Bill Cycle

− The completed User Guide will be housed on the CLEC Local Wholesale Website.

150 3/1/2005

Media Process

Commission a team to develop and document the Mediaset-up processes, which include CDROM and ConnectDirect.

! Paper Invoice− available monthly only

! CD ROM − available weekly or monthly

! Connect:Direct (C:D)− available daily, weekly or monthly

! Cartridge (e.g. tape)− a grandfathered media option− not available to new customers

151

Payment OptionsWire Transfers

! UMB (United Missouri Bank) 1008 Oak St. Kansas City MO 64016 ABA Routing Number- 101000695 Sprint Account Number 9870994704

! Send remittance information [email protected]

Checks (Overnight or US Mail)! It is imperative that the payment be sent to the

address noted on the bill. An overnight and regular mail address is included.

Credit Card! The customer must contact their assigned

collections analyst to make the payment.

152

TermsInvoices are due within 30 days of receipt

Remittance! The customer should always pay the total amount

due on the bill. If only the current charges are paid, then the past due balance will accumulate, and the customer will accrue late charges.

! The customer must send a remittance slip with their payment to ensure proper application. It needs to include the BAN number, along with a listing of each phone number, detailing the amount that needs to be applied to each. If this is not done, it will cause misapplication.

153

Next Steps

! Investigation teams still working projects! Projected 2nd on-line forum in 2005! Survey’s on progress will be forwarded for

customer experience feedback.− 2004 Yearly survey sent on October 1, 2004.− Possible survey on specific billing changes to be

forwarded in November 2004.

154

Wrap-up

Questions and Answer Session

Dispute Process Dispute Process OverviewOverview

Jackie Pickard,Manager, National Dispute Team

October 29, 2004Copyright © Sprint 2002. All rights reserved.

156

Agenda! Dispute Team! Dispute Team Contacts! Escalation List! Team Objective! Systems and Tools! Fix Agents! Dispute Team Activities! Life Cycle of a Dispute! Billing Dispute Form! Analysts Dispute Process Flow! Customer Opportunities! Questions and Answers

157

Dispute Team

! Consolidated dedicated team! Customer’s single point of contact for disputes ! Established in February 2004! Disputes processed for all Wholesale Markets

customers! Team located at Leesburg, FL ! Goals

− Improve the customer experience− Reduce the number of disputes

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Dispute Team Contacts

Patti FarrarManager

352-326-1180

Sandy MillerAdministrator352-326-1338

13 Analysts877-617-2827

Leesburg, FL

877-617-2827

352-326-1573 (Fax)

[email protected]

[email protected]

Jackie Pickard, Customer Support Manager 352-326-1684

Marty Olinde, Director 913-315-7955

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Escalation List

1 Associates 877-617-2827

2 Sandy Miller, Administrator

352-326-1338

3 Patti Farrar, Customer Manager

352-326-1180

4 Jackie Pickard, Center Manager

352-326-1684

5 Marty Olinde, Director

913-315-7955

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Team Objective: Consistency For All Customers

! Create Standard Dispute Form! Track and Monitor! Research and Resolve! Perform Root Cause Analysis! Communicate

- Customer Statuses and Resolution- Internal Sprint Teams

! Reduce the Number of Disputes

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Systems and Tools! Software Workflow Management Tool! Users can access tasks, coaches, scoreboards

and administrative functions! Task Manager shows user-specific work lists

with tasks ordered by priority and deadline. Ex: time to end of billing cycle, customer type, dispute amount

! Real-time data can be analyzed; history of disputes

! Walks a user through a specific task in the end-to-end process workflow

! Root cause analysts forms used for reporting and process improvement

! Manage users, roles, load balancing, escalations

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FIX AGENTS

! REFERRED ERROR PROCESS1. Dispute Team analyst finds error created through

initial order provisioning or system issue

2. Referred Error Process Form completed explaining dispute; sent to Operations Team

3. Operations team analyzes issue; forwards to Supervisor and analyst or systems team for correction; review; training and system fix, if required.

4. Analyze and understand errors that generate errors for our customers

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Referred Error Submission Form

DATE SENT: 10/6/2004 ###### GROUP REFERRED BY :

DOLLAR IMPACT:

BAN:

ORDER#

PON#: STATE

ORDER DUE DATE:

REFERRED ERROR SUBMISSION FORM

SERVICE TYPE:

PLEASE LIST DETAILS OF (box will automatically expand if necessary)

ORIGINAL

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Fix Agents (Continued)

! Additional Information Request1. Disputes are sent in lacking information required to research and

resolve resulting in an untimely resolution2. Letter has been created and will be sent to Customer when this

occurs

Letter Content:Your dispute dated, XX-XX-XXXX, has been reviewed. This memo is to inform you that at this time we are unable to process the dispute due to lack of information. The additional information required is as follows:(information requested – what is needed to investigate the dispute)The dispute is considered invalid at this time and will be held in a pending status for 10 days, awaiting receipt of the additional data. It is important for you to know, that during this time period, the dollar amount disputed is considered collectible until the dispute has been validated with the requested information. The dispute will be closed 10 days from the date of this memo if the information has not been submitted to the Dispute Team.If you have questions, please contact the Dispute Team. The Dispute Team can be reached via the following methods:

Phone: (877) 617-2827E-mail: [email protected]

Fax: (352) 326-1573

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Fix Agents (Continued)

! Created Internal Contact List - Support and escalation for the dispute team

List includes:Carrier Billing Disputes and Adjustment Team Field Sales ManagersRegional Account ManagersCustomer Support ManagersPayment ResearchNational CLEC Provisioning Center

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Dispute Team Staff – Current Activities

! Engage Subject Matter Experts (SME) from Wholesale Provisioning Centers to assist with disputes

! Continue training! Dedicated analysts to specific customers! Continue to research for improved methods and tools to

analyze and resolve disputes! Ensure resolutions provide tariff and contract compliance

support! Develop measurements at the analyst and team level to ensure

efficient productivity− Open count - Closed count− Status count - Count by customer

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Life Cycle of a Dispute• Dispute received • Acknowledgement receipt sent to customer

- DisputesSBS sends auto-reply- Any other method, manual reply required

• Entry into tracking tools • Assignment to analyst• Information verified• Dispute analyzed and investigated• Reviewed and approved by management• Resolution letter sent to customer• If required, correcting adjustment and/or service order issued• Dispute log updated• Dispute closed upon customer concurrence or passing of 10

day time frame as stated in resolution letter

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Instruc tions: Please c omp lete a ll requested information as c omp letely as p ossib le. As you tab to eac h fie ld , ad d itiona l informa tion about eac h field is p rovided in the sta tus ba r. Bold fie lds a re mand a tory. Please ema il the c omp leted form and any app lic ab le a ttac hments to d [email protected] rint.c om or fax to (352) 326-1573. If you would like to c ontac t the d isp ute c enter, p lease c a ll (877) 617-2827.

Please complete for all disputes.

Disputing Company Contact Information Section:

Contact Name: Company Name:

Contact Phone #: ( ) -

Contact Fax #: ( ) -

Contact Email:

Company Address:

Please complete for all disputes.

General Dispute Section

Date of Claim: Sta tus: Cla im/ Aud it Number:

Servic e Type: If other, p lease spec ify:

ACNA: OCN:

Sta te: Dispute Reason:

BAN: * Bill Date: Invoice Number(s):

Disputed Amount: $ Disputed Amount Withheld: $ Disputed Amount Paid: $

Dispute Desc rip tion:

*As many as five BANs c a n be listed on this d isp ute form p rovided tha t the d ispute reason is the same. Any BANs in exc ess of five should be p rovided on an ad d itiona l a ttac hment.

BIL

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Billing Dispute Form (Continued)

! CLEC Customers

! Retrieve form:www.sprint.com/wholesale/clec_announce_billdispute.html

! Upon completion send to:[email protected] or

[email protected]

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Dispute Resolution / Supporting Reasons / Backbilling Calculations

DATE ASSIGNED ANALYST

CASS / CUBS Dispute #, Seq. # BILL PERIOD

CUSTOMER NAME PIU

BAN# TAR

INVOICE # LPT

CLAIM / AUDIT # COMPANY #

DOLLARS ($) STATE

NCI

CCNA / OCN OTC

ACNA CIRCUIT ID#

CLASS of SERVICE CIRCUIT ID#

NEXT INVOICE # CIRCUIT ID#

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RESEARCH COMPLETED: CORRECTIVE ACTION:

ARMS (PON)

CASS

CIRAS

TARIFF

SOE/CRB

IRES

ON-DEMAND

CONTRACT

WISDOM

ADJUSTMENT / BATCH #

OTHER

DISPUTE DETAILS:

ROOT CAUSE:

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CUSTOMER RESOLUTION:

*** SEE RESOLUTION LETTER ***

QUALITY REFERRED ERROR

Date Referred

Yes or No

10K NOTIFICATION COMPL'D

Date Entered In Wisdom

Yes or No

BACKBILLING ISSUES:

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Customer Opportunities

! Use Standard Dispute Form! Ensure detailed information on Dispute Form! Provide additional information, or large

amounts of data, sent via Excel spreadsheet ! Ensure acknowledgement of dispute has been

received as proof that the dispute has been received- If no acknowledgement received, please contact the dispute team

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Dispute Team

! Questions and Answers