Lightyear Local Service

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UNE-P 2003
Agent Training
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Product Overview
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PRODUCT OVERVIEW

• What is UNE-P?
• Definition Unbundled Network Element Platform
  the combination of network elements to provide a
  specific type of service to an end user. UNE-P
  based Competitive Local Exchange Carriers (CLEC)
  are considered facilities based carriers and not
  resellers.
• Made available by the Telecommunications Act of
  96

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PRODUCT OVERVIEW
Tandem Switching (Usage)
Some Of The Elements
IXC POP
Tandem
Common Transport (Usage)
Local Switching (Usage)
Central Office
Central Office
Port (MRC)
Common Transport (Usage)
Loop (MRC)
Customer
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PRODUCT OVERVIEW

• Residential
• LightyearHOME plans consists of two packages
• Opportunity Plan
• Starter Plan

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OPPORTUNITY PLAN 49.99

• Package includes
• Unlimited Local and Long Distances Services
• Basic Voice Mail Service
• Caller ID Deluxe w/Name, Number, and ACR
• Call Waiting Deluxe
• Three Way Calling
• Call Return
• Repeat Dialing
• Call Forwarding Variable

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STARTER PLAN 29.99

• Package includes
• Unlimited Local
• Low Long Distance Rates
• Caller ID Deluxe w/Name, Number, and ACR
• Call Waiting Deluxe
• Three Way Calling
• Call Return
• Repeat Dialing
• Call Forwarding Variable

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OPTIONS

• Secondary lines 24.99
  Call Selector 61 4.20
• Basic Voice Mail (when excluded) 6.95
  Call Block60 4.20
• Wire Protection Plan 4.95 Non-Published
  Service 2.50
• Privacy ID 5.95 Non-Listed Service 2.00
• Speed Dial 8 3.00 Distinctive Ring 2.95
• Speed Dial 30 4.00 Call Trace 3.00
• Call Forward Busy 1.00 Additional
  Listing 2.00
• Call Forward No Answer 1.00 Talking Call
  Waiting (select areas) 2.00
• Preferred Call Forwarding 63 4.20 New
  Install 99.99
• PLEASE REFER TO YOUR LIGHTYEAR FEATURE
  AVALIABILTY GUIDE FOR LIMITATIONS IN YOUR
  STATE

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BOTH PACKAGES INCLUDE

• White Page Directory Listing
• Access to
• Emergency Services (911)
• Local Informational Services (411)
• Operator Services

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LIMITATIONS

• For Residential Service, customer must have
  established
• Local Service in order to be switched to
  Lightyear.
• For example if they are new to town and move
  into
• a new house or apt they must establish service
  with Bell before
• we can switch you to Lightyear.
• If you have an existing BTN with Lightyear and
  wish to add a second
• or third line, this will not effect you.
• Customer must initially sign up for both Local
  and Long Distance
• package. We will not sign up a customer for
  Local only.
• In the California Market-The feature Privacy ID,
  Distinctive Ring, and Wire Protection, are
  currently not available. Please refer to the
  LightyearHOME feature availability guide for your
  state.

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RESIDENTIAL FEATURES

• Call Waiting Deluxe
• When youre on the phone with someone else, you
  will hear a tone and then your phone (or Caller
  ID unit) will display the name and number of the
  caller. You decide whether to interrupt your
  current call.
• Caller ID Deluxe
• When someone calls your, your phone (or Caller ID
  unit) will display the name and number of the
  caller.
• Usually comes with Anonymous Call Rejection (ACR)
  which will prevent calls from phones that block
  their name and number from being delivered to
  you.
• Call Forwarding
• You can forward your incoming calls to another
  phone number for it to be answered.
• Call Forward No Answer and Call Forward Busy
  optional but FREE with Voice Mail Service.
• Repeat Dial
• You can re-dial the last number that was called.
• You can call back the last person that called
  you.
• Return Call
• You can call back the last person that called
  you.

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RESIDENTIAL FEATURES CONTD

• Three Way Calling
• When youre on the phone with someone else, you
  can add another party to your call.
• Star Features
• 63 Preferred Call Forwarding (4.20)
• Allows you to create a list of up to 12 different
  numbers that will be forwarded to a number that
  you designate.
• All other calls will ring at your original
  location.
• 61 Call Selector (4.20)
• Allows you to create a list of up to 12 different
  numbers that will have a different ring than
  other local numbers.
• 60 Call Block (4.20)
• Allows you to create a list of up to 12 different
  numbers that will be blocked from ringing to your
  phone.
• Non-Listed Number (1.82)
• Your telephone is excluded from the directory
  listing only.
• Non-Published Directory Listing (2.50)
• Your telephone number is excluded from both the
  directory listing and from directory assistance.

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RESIDENTIAL FEATURES CONTD

• Additional Directory Listing (2.00)
• An extra listing on an account that is different
  than the main listing but has the same phone
  number.
• One-time Charges
• New/Move Installation Charge (99.99 per line).
• Payments of 33.33 for first three invoices.
• Converting an existing line is FREE.
• Service Order Change Charge (5.00 per order).
• Wire Protection (4.95)
• Inside Wire Maintenance.
• Provides you coverage for maintenance and repair
  of the inside wire and telephone jacks and
  provides you a diagnosis as to whether the
  problem is caused by your equipment.
• Protects owner from maintenance calls that would
  typically cost 125 - 150.
• For residential customers only.
• Dont typically have access to phone vendors like
  businesses do.
• Lessens the risk of using Lightyear.

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RESIDENTIAL FEATURES CONTD

• Privacy ID (4.95)
• Works in conjunction with Caller ID to intercept
  those calls that normally would display as
  Unavailable, Out of area, Blocked, or
  Anonymous and prevents them from ringing to
  your phone.
• Callers are required to record your name and then
  the system puts them on hold to inform you of
  their call
• You have 4 options
• Press 1 accept the call.
• Press 2 play a pre-recorded message telling the
  caller that you are not available to accept a
  call at this time (caller isnt aware if you are
  home or not).
• Press 3 reject the call.
• The caller will hear, Attention! The person you
  are calling does not accept phone solicitations.
  Please add this persons name and telephone
  number to your Do Not Call list. Thank you. The
  caller will hear, Attention! The person you are
  calling does not accept phone solicitations.
  Please add this persons name and telephone
  number to your Do Not Call list. Thank you.
• Press 4 send to voice mail

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RESIDENTIAL FEATURES CONTD

• Voice Mail (6.95)
• When youre on the phone or unable to answer,
  callers are able to leave you a voice message.
• Stores up to 15 total messages at one time. New
  messages are stored for up to 10 days. Saved
  messages are stored for up to 5 days.
• Mailbox is full. Please try again later.
• Stutter-tone and/or Message Waiting Indicator
  informs you that you have a message.
• To Access
• Press 98 in BellSouth or dialing your Message
  Retrieval Number while at home.
• When away from home, dial your phone number and
  press key to interrupt your greeting. Then
  press and enter your phone number.
• Setup Requires 3 steps before your mailbox will
  function
• Record new PIN 4-10 digit number.
• Record greeting up to 1 minute.
• Record name.

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RESIDENTIAL FEATURES CONTD

• Distinctive Ring (2.95)
• When someone is calling your home, the phone will
  ring differently depending on the person that is
  being called. For example, the phone will ring
  differently when the caller is attempting to call
  you versus your spouse or children.
• Call Trace (3.00)
• This feature allows you the ability to trace any
  call immediately by pressing 57 after hanging up
  with an annoying or harassing caller.

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BILLING

• Customers are pro-rated and billed one month in
  advance when they
• switch their service.
• For example if you sign a customer up January
  18th the customer
• will be prorated January 18-31 for the
  LightyearHome Opportunity or
• Starter Plan, and state ,federal taxes and
  surcharges.
• They will also be billed in advance for the
  month of February.
• This is no different then the way they are
  paying their
• current Local provider.
• The same state/federal taxes and surcharges
  currently being
• charged will also apply for the customer
• Their very first bill will be more expensive,
  after that it will consist of
• regular monthly bill.

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Local Products Residential Market Rollout Plan
1Q03
2Q03
3Q03
4Q03
Cincinnati Bell OH KY 4Q03
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ROLLOUT SCHEDULE PHASE ONE
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ROLLOUT PHASE TWO
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ROLLOUT PHASE THREE
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ADDITIONAL INFO FOR CALIFORNIA
THIRD PARTY VERIFICATION Per the Public Utilities
Commission per the state of California- Required
for residential sales. The third party verifier
must obtain the subscribers oral confirmation
regarding the change and record the confirmation
by obtaining appropriate verification data. Step
One-Customer calls into Lightyears Telesales
Center. All toll free numbers route directly to
the Telesales department. Step Two-The Telesales
representative asks for the promocode on the
marketing materials. Customer must have code in
order to sign up for our service. Step
Three-The Telesales represenative takes down all
the info regarding the customers account and
repeats the request for validation. They also
explain to the customer the TPV Process. Step
Four-The call is then transferred to the TPV and
the Lightyear rep drops off the line. Lightyear
will then receive notification if the customer
has passed or not in 48-72 hour time frame
. Step Five-Process the customer order
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Frequently Asked Questions

• Am I changing my long distance and local
  telephone carriers?
• Yes Lightyears Local and Long Distance calling
  plans will replace your present
• LD and Local telephone service providers. You
  will no longer receive a bill
• from each of them every month, just one bill from
  Lightyear.
• Who do I call for repair or trouble?
• You would contact one of our customer service
  agents, 24 hours a day, 7 days a week
• and they will take care of your needs.
• Can I add additional phone lines
• Additional phone lines are billed by Lightyear as
  well for only 24.99 per line. These
• additional lines do not include the features as
  the primary line does, but with
• the Opportunity Plan, the additional lines do
  include unlimited long distance.
• DSL Service
• We currently do not offer DSL service. If the
  customer wishes to keep DSL, let them
• know they can put it on a separate BTN and we can
  then move the rest of the service.
• or, we can offer LD instead.

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• Is There a Charge to Switch/Who Will Notify My
  Company?
• There is no cost for switching to Lightyears
  Local and Long Distance Calling Plans.
• Lightyear will take care of all the changes for
  you. Plus there is not interruption
• to your existing service. Your service should be
  switched over in 5-7 business days.
• You will also receive a welcome packet in the
  mail within a week of your service being
• switched to Lightyear.
• Taxes and Additional Charges
• The same state/federal taxes and surcharges you
  are currently being charged will also
• apply here. There are no additional costs or
  minimum usage requirements to sign up
• for our plans. We cannot give specific tax
  information because it varies depending on
• Their local area.
• Regional/Local Area Calling Plan
• All of your local and regional toll calls are
  included Absolutely free. If your local carrier
• Has billed that call as an itemized long distance
  call in the past, it will now be included
• free with the Lightyear Opportunity Plan.
  However, this does not include international
• or incoming 800 calls.For a complete list of your
  areas intraLata calling area, you can
• locate in front of the front of your local
  telephone book.

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LightyearHOME TOOLS
WWW.AGENT.LIGHTYEARCOM.COM
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REQUEST AVAILABILITY GUIDE, LOCAL SERVICES LOOK
UP, AND FORMS

• Log-on to the Extranet
• Select the Products Tab
• Select Local Services Link

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AGENT WEBSITE/LOCAL SERVICES TAB
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(No Transcript)
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LOCAL FORMS
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GUIDES
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REPORTING

• To Review Local Orders go to the Reports tab
• The locstat.csv file is updated everyday at 400
  EST
• The file will contain active Local order status
  changes for
• the previous day

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Customer Service
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Customer Service

• Call Center
• Network Maintenance
• Loss Prevention

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Customer Service

• Customer Service
• 1st Level
• Marcus Bullitt
• Customer Service Supervisor
• 502-244-6666 (1181)
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• 2nd Level
• Katrina Smith
• Customer Service Supervisor
• 502-244-6666 (3117)
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• 3rd Level
• Ed Pait
• Director, Customer Services
• 502-244-6666 (1128)

Network Maintenance 1st Level Floyd
Horsley Network Maint. Supervisor 502-244-6666
(1703)   2nd Level Janet Philpot Network
Maint. Manager 502-244-6666 (3117)  
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Customer Service

• All Operational Areas
• 4th Level
• Ed Wampler
• Senior V.P., Operations
• 502-244-6666 (1127)
•  

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QA Thanks for attending!