FairPoint Wholesale User Forum

1
FairPoint Wholesale User Forum
John Berard, Director Wholesale Customer
Relations
Agenda and 2008 User Forum Schedule
November 29, 2007 Portland, Maine

• November 29, 2007

Portland, Maine
2
Agenda - Morning

• 800 AM Introductions (Presenters with Bio's)
  (Cover Agenda for the Day) Forum Schedule for
  2008 -- John Berard
• 900 AM Current Org Chart of Wholesale
  Organization (Who's Who) --- Michelle Hymson
• 945 AM Break
• 1000 AM FairPoints Wholesale Product Line
  Management--- Bill Meehan
• 1100 AM Repair and Maintenance Overview --- John
  Smee
• 1130 AM Lunch

3
Agenda Afternoon Evening

• 100 PM WISOR Demo Rich Murtha
• 215 PM Break
• 230PM - Wholesale OSS Test Plan and
  Certification Process
• 315PM FairPoint Wholesale Website Training
  Schedule
• 330 PM Question and Answer Period (Wholesale
  Team Panel - John Berard to MC/Filtering
  Questions)
• 400 PM Closing (15 min)
• 5PM to 7PM Hors doeuvres and cocktails

4
2008 Wholesale User Forum Schedule

• FairPoint proposes that the User Forum take place
  once a Month in 2008. The meeting will alternate
  between Face to Face meetings and Webex meetings
  every other Month. FairPoint also proposes that
  the meetings take place on the 2nd Wednesday of
  every Month.
• January 9, 2008 - Face to Face
• February 13, 2008 Webex
• March 12, 2008 Face to Face
• April 9, 2008 Webex
• May 14, 2008 Face to Face
• June 11, 2008 Webex
• July 9, 2008 Face to Face

5
Agenda and User Forum 2008 Schedule

• Questions

6
FairPoint Wholesale User Forum
Michelle Hymson, AVP Wholesale Sales
Overview of our Wholesale Organization
November 29, 2007 Portland, Maine

• November 29, 2007

Portland, Maine
7
FairPoint Executive Leadership
8
FairPoint Priorities

• Create Raving Fans- We deliver an exceptional
  customer experience and are relentless and
  passionate in creating customer loyalty.
• Communicate Communicate Communicate
• Execution Excellence-We are disciplined and
  focused in our planning and execution always
  with a bias towards action and an exceptional
  customer experience. We make timely, informed
  decisions and manage with facts.
• Value and reward teamwork.
• Responsibility to Stakeholders-We are highly
  accountable to all our stakeholders including
  customers, communities, shareholders and each
  other. We listen and respond with a sense of
  urgency. We are responsible for creating a
  trusting work environment that allows each
  individual to thrive. We take initiative, live
  up to our commitments and deliver results.
• Grandmother test.

9
FairPoint Northern New England
10
FairPoint Business and Wholesale Service
11
Changing the Customer Experience

• ILEC footprint with a CLEC attitude.
• We will treat you like customers.
• We want to grow your revenue.

12
FairPoint Customer Operations
13
Customer Operations Wholesale Services
14
Ordering, Implementation, Billing, Collections,
Colocation, and Escalation
15
FairPoint Business Operations
16
FairPoint Business Operations- Wholesale
17
FairPoint Sales Engineering
18
FairPoint Sales Engineering- Wholesale
19
FairPoint Wholesale Sales
20
FairPoint Wholesale Services

• FairPoint Communications Wholesale Services
  Division is committed to providing first class
  carrier grade services to our wholesale
  customers. Our dedicated sales and service teams
  understand the unique requirements of their
  customers and are ready to develop creative
  solutions to meet them. Experience has shown
  that there are three critical metrics that define
  success in the wholesale market
• Quality of Service
• Speed of Delivery
• Competitive Price
• Our goal is to earn our customers business by
  demonstrating leadership in all three.

21
FairPoint Wholesale Sales- Account Teams
22
FairPoint Wholesale Sales- Account Team
23
Your Team Working Together
24
FairPoint Wholesale Organization

• Questions

25
Break Time - TRIVIA QUESTION

• Question The North American Area Code Numbering
  Plan was created in the 1940s. What was the
  logic behind its creation? For example why did
  NYC get area code 212 and Maryland 301?

26
TRIVIA QUESTION 1 Answer

• On the rotary-dial phones then in use, dialing a
  nine (0) took a lot longer than dialing a one(1),
  which tied up expensive switching equipment. So
  ATT assigned "low dial pull" numbers to the
  markets with the most telephones and thus
  presumably the highest number of incoming
  long-distance calls.

27
FairPoint Wholesale User Forum
is on Morning Break Time
Morning Break Time
November 29, 2007 Portland, Maine

• November 29, 2007

Portland, Maine
28
FairPoint Wholesale User Forum
Bill Meehan, Senior Product Manager
FairPoints Wholesale Product Line Management
November 29, 2007 Portland, Maine

• November 29, 2007

Portland, Maine
29
Wholesale Product Development Management

• First Year Goals
• Stand up existing Verizon products
• At Close
• At Cutover
• Assurance for products contained in commercial
  agreements
• ID Products coming over - Ensure product support
  in place
• Work with Capgemini to Build Product
  Classification/ Hierarchy

30
Wholesale Product Development Management

• Product Classification Goals
• Replicate current VZ service order creation,
  order provisioning and billing with new FairPoint
  systems
• Create product tables, profiles, descriptions
  that can be replicated and used across new
  systems
• Drive product descriptions that can be used for
  web based customer ordering and for internal
  documentation
• Provide a product database along with a
  repeatable process on how to maintain/ update it

31
Wholesale Product Development Management

• Long-Term Goals
• To establish favorable relationships with our new
  Northern New England wholesale customers with
  focus on product needs
• We Will Do This By
• Listening to our customers
• Designing products that meet customer needs
• Utilizing FairPoints Product Development and
  Life-Cycle Management Process

32
Wholesale Product Development Management

• What are the Business Customers demanding?
• MPLS IP VPNs
• Service Guarantees
• A Forrester Research report cites that by 2010
• 64 of Enterprise Customers will have completed
  the migration from legacy wide-area network (WAN)
  architectures like Frame Relay and ATM to MPLS IP
  VPNs for site-to-site connectivity.
• The majority Respondents say they want more from
  their telecom operator than just transport at
  the top of the list of whats important are
• a) More IP-based communications technology
  services
• b) Guarantees around service provisioning and
  maintenance

33
Wholesale Product Development Management

• How is FairPoint Planning to Address This Need?
• Investing in MPLS Backbone
• Utilizing Product Development / LCM Process
• And also by
• Understanding Customer Needs
• Communicating with our Customers

34
IP / MPLS Features and Benefits

• IP
• Inherent Path Redundancy
• MPLS
• Virtual Private LAN Services
• End-to-End Quality of Service
• Traffic Engineering

35
Wholesale Product Development Management

• Product Development/ LCM
• Define major steps for Product Creation,
  Monitoring and Decommissioning
• Uses eTOM Approach (enhanced Telecom Operations
  Map)
• Identify Roles and Responsibilities for each
  organization impacted and for each step
  identified in the process
• Major Phases
• Product Creation
• Product Monitoring
• Product Decommissioning

36
Product Creation Basic Flow

• INPUTS
• Sales Channels
• Business Development Team
• Business Partners

Manage Product Development
Rollout Product

• YES

• YES

Launch Product

• eTom 1-5-7

Does idea align with strategy ?
Phase 2 approval ?
Phase 3 approval ?
Ready for general market ?

• YES

• YES

• NO

• NO

• NO

• NO

• YES

37
Wholesale Product Development Management

• Product Management Sales
• Rapidly re-introduce established products under
  the FairPoint brand while projecting IP-based
  communication solutions as the basis for change
• Aggressively distribute products through
  wholesale channel

38
Wholesale Product Development Management

• Questions

39
FairPoint Wholesale User Forum
John Smee, Director of Operations
Repair and Maintenance Overview
November 29, 2007 Portland, Maine

• November 29, 2007

Portland, Maine
40
John Smee Director of Operations Background

• 20 years at NYNEX, PacTel VZ predecessors
• Most recently as part of Division including
  ME,NH,VT
• Last 8 years at CLEC
• Experienced the ups and downs of working with
  ILECS
• Commitment to keep what works well, and improve
  in areas where both you and we agree need work.
• Built To Last Preserve the Core AND Stimulate
  Progress

41
John Smee Director of Operations Areas of
Responsibility

• Provisioning
• Repair/Maintenance Centers
• Dispatch
• Central Office Field
• Outside Plant Installation and Maintenance Field
• NOC/Surveillance/Tier 2 Tech Support
• Central Office Equipment Installation
• Outside Plant Construction
• License Administration Group

42
Operations Moving Forward

• Ensure Parity between Wholesale and Retail
• Adhere to effective and necessary processes
• At close nothing changes in Operations TSA
• Smaller, Flatter, Less Complex, Fewer silos -
  broad functionality
• Example IM tech force to broaden
  responsibilities
• Broader responsibilities requires process and
  skill training and awareness.
• Will look for other consolidations of work
• Ongoing dialogue about how we operate, who to
  contact, how to, when to, and what changes youd
  like to see.
• Thoughts, suggestions, questions or concerns?

43
Repair and Maintenance Overview

• Questions

44
Lunch Time TRIVIA QUESTION

• How long was New England Telephone and Telegraph
  Company in existence?

45
Lunch Time TRIVIA QUESTION 2 Answer

• One Year The New England Telephone and Telegraph
  Company was formed February 12, 1878, by
  investors in the states of Massachusetts and
  Rhode Island at the behest of an agent of
  Gardiner Greene Hubbard, the father-in-law of
  telephone inventor Alexander Graham Bell. The
  following year, it merged with the Bell Telephone
  Company. They became the National Bell Telephone
  Company. It was started on the basis of holding
  "potentially valuable patents".

46
FairPoint Wholesale User Forum
is on Lunch Break
Lunch Break Time
November 29, 2007 Portland, Maine

• November 29, 2007

Portland, Maine
47
FairPoint Wholesale User Forum
Rich Murtha, Director Wholesale Operations
WISOR DEMO
November 29, 2007 Portland, Maine

• November 29, 2007

Portland, Maine
48
Whats Different

• At cutover, the new FairPoint back office
  platform will process your LSR's and ASRs
  through a mechanized system that is known as
  Wisor.
• This process will be transparent to the Wholesale
  customer. The only changes will be between the
  Wisor to OM interface.

49
Whats Different

• Some advantages youll like
• You will not need to access CDG, XRM, VRepair,
  eWPTS anymore you will have a single interface.
• Wholesale Partners can create Templates within
  system
• Wisor System will provide edits to help create
  orders
• Wisor will allow you to issue Trouble Tickets
  directly into Remedy
• Updating of Remedy Tickets for status through
  Wisor

50
Whats Different

• The WPTS Hot Cut Web System contains
• A database of all hot cut orders
• A display of orders that involve integrated
  facilities
• A workflow system that coordinates work between
  the RCCC, Central Office Frame, and CLEC
• A reporting system for displaying statistics
  about hot cut orders
• A messaging system for direct communication
  between a CLEC and the RCCC
• The FairPoint team has been able to break WPTS
  down into nine key notifications

1. Accuracy 4. Summary 7. Failure 2.
Confirmation 5. No Dial Tone 8. Completion 3.
Facilities Check 6. Concurrence 9. Pending
Facilities
51
Whats Different Hot Cut Process

• 1) Accuracy FRP Solution Rules built into the
  WISOR gateway specifically for BB LSR that ensure
  the order is entered as correctly as possible.
  This will include an appropriate due date, frame
  due time, and cable/pair/port assignment.
• 2) Confirmation FRP Solution When the WISOR
  Gateway returns a Firm Order Commitment to the
  CLEC for BB LSR, the service order engine will
  have to validate the order as able to be
  provisioned, including AM or PM dispatch in FDT
  field.
• 3) Facilities Check FRP Solution When the WISOR
  Gateway returns a Firm Order Commitment to the
  CLEC for BB LSR, the service order engine will
  return the FEP field (Fiber Environment
  Provisioned) value of B for copper.
• 4) Hot Cut Summary FRP Solution When the WISOR
  Gateway returns a Firm Order Commitment to the
  CLEC for BB LSR, the service order engine return
  the CLLI and FDT fields.

52
Whats Different Hot Cut Process Continued

• 5) No Dial Tone FRP Solution When the WISOR
  Gateway returns a jeopardy notification to the
  CLEC for BB LSR, the service order engine return
  the Response Code 3G with comments to indicate
  that the dial tone test has failed. When the
  issue is resolved, we will accept a supplement
  and begin to re-process the request. 3G will be
  limited to BB LSR's only and is not currently
  utilized by Verizon East.
• 6) Hot Cut Concurrence FRP Solution When the
  service order engine knows the status is ready
  for a hot cut, it will send another Local
  Response notification back through the WISOR
  Gateway. We will also send an urgent email
  notification or SMS text to the contact
  designated in the LSR. To be able to receive
  this, the CLEC would need to put the appropriate
  email address in the REMARKS field of the LSR.

53
Whats Different Hot Cut Process Continued

• 7) Hot Cut Failure FRP HCC Solution If the Hot
  Cut fails, the service order engine returns the
  appropriate response code and details, depending
  on the error condition, through the WISOR
  Gateway. For BB LSR's only, we will also send an
  urgent email notification or SMS text to the
  contact designated in the LSR. To be able to
  receive this, the CLEC would need to put the
  appropriate email address in the REMARKS field
  of the LSR.
• 8) Hot Cut Completion Notice FRP Solution When
  the Hot Cut is complete, the service order engine
  will send the Provisioning Completion Notice
  against the BB LSR through the WISOR Gateway.
• 9) Pending Facilities FRP Solution When the
  WISOR Gateway returns a jeopardy notification to
  the CLEC for BB LSR, the service order engine
  return the Response Code 2B with comments to
  indicate that we are pending facilities
  assignment. When the issue is resolved, we will
  resend a confirm or accept a supplement. 2B will
  be limited to BB LSR's only and is not currently
  utilized by Verizon East.

54
Whats Different

• Wisor Demonstration
• Pre Order
• Local
• Access
• Trouble Ticket

55
Billing Process

• FairPoint will be converting the Billing process
  from today's CABS interface to CDG.
• Invoices will be in BDT/CSR format CSRs are
  optional.
• Delivery methods are CD, Paper and FTP - FTP will
  replace the NDM option.
• Current Bill Date will be maintained.
• CDG will be holding 18 months of history prior to
  data being archived
• Billing disputes and collections will be
  processed together within the ordering center to
  have a complete order process.

56
Whats Different

• Questions

57
Break Time TRIVIA QUESTION

• How did Sprint get its Name?

58
Break Time TRIVIA QUESTION Answer

• From its parent company, Southern Pacific
  Railroad INTernal Communications. Back in the
  day, pipelines and railroad tracks were the
  cheapest place to lay communications lines, as
  the right-of-way was already leased or owned.

59
FairPoint Wholesale User Forum
is on Afternoon Break Time
Afternoon Break Time
November 29, 2007 Portland, Maine

• November 29, 2007

Portland, Maine
60
FairPoint Wholesale User Forum
John Berard, Director Wholesale Customer
Relations
CLEC Testing Methodology
November 29, 2007 Portland, Maine

• November 29, 2007

Portland, Maine
61
Wholesale Interconnection Conceptual View
Partners
Management GUI
API
Exchange Path
FairPoint NorEaster Back Office
eBond
CLEC A
ASR
Trouble
Web
VFO
CLEC B
LSR
Web
Business Rules
IXC A
eBond
Custom rules
ASOG
IXC B
LSOG
ICO
Management GUI
62
Approach Wholesale Testing Phases
63
Approach Testing Types Per Phase
64
Phase III CLEC Testing Certification

• CLECs/Wholesale Partners will coordinate and
  execute testing of upcoming new FairPoint systems
  release, specifically the application-to-applicati
  on interface between CLECs application and Wisor
  application.
• CLECs, currently in production with Verzion in
  ME, NH, VT, will need to re-validate
  certification as part of FairPoint release.
• CLEC will work with assigned FairPoint testing
  coordinator to review and solidify CLECs test
  plan and associated testing need.
• The CLEC testing and certification process will
  comprise of the following high-level stages
• STAGE 1 Defining and approving test plan and
  scheduling
• STAGE 2 Connectivity setup and testing
  transactions in CLEC testing environment.
• STAGE 3 Connectivity setup and executing test
  transactions in production environment.

65
Phase III (continued)

• Capgemini / FairPoint will define CLEC
  certification test cases/scenarios based on
  logical grouping.
• There will be certification test cases/ scenarios
  to verify the application-to-application
  interface for the following functions
• Preorder
• Order
• Trouble Management
• Below is a sampling of some high-level ordering
  scenarios classified based on Wholesaler Type

66
FairPoint Change Management Service Timeline
Draft Rules Published Internally at FairPoint
FairPoint publishes its updates to interface
standard
Internal test window
CLEC testing window
FairPoint moves new release into production
E
Wisor builds new rules and configuration files
A
B
CLEC internal testing
F
C
D
CLEC Tests against the FairPoint
CLEC modifies internal OSS
ILEC internal testing
Wisorinternaltesting
FairPoint modifies internal OSS
CLEC live on the new LSOG version
-90 -73
-30 0
67
FairPoint Wholesale Website
68
Questions

• Any questions?

69
Phase I OSS NE Testing Scope Detailed
Current OSS Testing Projections for Builds 1,2,3
and 4
208 interfaces Identified
70
Phase I Testing Progress
71
Phase II Wholesale Internal E2E Testing

• Setup and configure CLEC test environment to
  mimic production environment.
• Environment will be used for both new/maintenance
  releases and new CLEC entrant testing.
• Environment will contain the data associated with
  a wide range of accounts. CLECs participating
  will be solicited for the accounts they need to
  have in the environment.
• Capgemini will execute comprehensive system/E2E
  testing, via Wisor web application, in designated
  environments (includes CLEC test environment)
• Define rollout of procedural methods for CLEC
  testing and certification, such as
• New/Maintenance Release Testing Process
• New CLEC Entrant Testing Process
• Change Control/Management Process
• Test Planning/Scheduling Process
• CLEC Certification Test Cases/Scenarios
• Establishing CLEC Test Account Test Data
  Requirements
• Defect Issue Management Process