Navigating the complexities of telecommunications services often requires access to accurate customer information. For Local Service Providers (LSPs) working with AT&T, the Customer Service Record (CSR) is a crucial document. This guide provides a detailed overview of AT&T’s CSR process, ensuring LSPs can efficiently obtain the necessary information for various platform types including UNE-P, UNE-L, VoIP, T1, and Facility based services. When initiating a service request for an AT&T local customer, LSPs must utilize the Customer Service Information Request (CSIR) form. This form is readily accessible and can be conveniently submitted online through the AT&T online portal. AT&T recognizes that LSPs frequently act as authorized agents on behalf of their customers. Therefore, CSR requests are accepted from LSPs who possess a valid Letter of Authorization (LOA), which must be kept on file for verification purposes. Upon successful submission of a complete CSIR form, AT&T will deliver the Customer Service Record electronically via email to the requesting LSP. The CSR will encompass essential details such as line information, active service features, and directory listing information.
Important Note: It is critical to verify the service platform indicated in the CSR. If the requested Telephone Numbers (TNs) are identified as UNE-P, subsequent Local Service Request (LSR) orders should be directed to the Incumbent Local Exchange Carrier (ILEC), which in this case is AT&T.
AT&T CSR Acquisition Process for Local Service Providers
The following step-by-step process outlines how a new LSP can effectively obtain a Customer Service Record from AT&T.
| Step | Responsibility | Activity |
|---|---|---|
| 1. | New LSP | Complete the Customer Service Information Request (CSIR) form, ensuring all mandatory fields are accurately filled. |
| 2. | New LSP | Submit the completed CSIR form to AT&T through the online portal, email, or fax (refer to Section 2.2 for CSR Order Transmittal details). |
| 3. | AT&T | Upon receipt, AT&T logs the CSIR request and conducts a thorough review for completeness and accuracy. If errors or incomplete information are identified: Proceed to STEP 4. If the CSIR is accurate and complete: Proceed to STEP 6. |
| 4. | AT&T | In case of rejection, AT&T will notify the Requesting LSP via email, detailing the specific reason for the rejection. |
| 5. | New LSP | The LSP must rectify the identified errors or omissions and resubmit the corrected CSIR form to AT&T. Proceed back to STEP 3. |
| 6. | AT&T | AT&T retrieves the relevant customer record information and generates the Customer Service Record (CSR). |
| 7. | AT&T | Finally, AT&T delivers the completed CSR to the originating LSP through the preferred method indicated on the CSIR form (email, fax, or US Mail) and logs the successful completion of the request. |
Submitting Your AT&T CSR Request: Order Transmittal
For all AT&T Local Business and AT&T Consumer VoIP Services Customer Service Record requests, the designated Single Point of Contact (SPOC) is the AT&T Business and AT&T Consumer VoIP Services CSR Center. To ensure efficient processing, please direct all CSIR submissions to this central point.
To initiate a CSR request, submit your CSIR form via:
| Submission Method | Link/Details |
|---|---|
| Online Submission | Submit CSR Online |
AT&T CSR Center Operating Hours
The AT&T Local Business and AT&T Consumer VoIP CSR Center operates during the following hours:
Monday – Friday: 7:00 AM ET to 3:30 PM ET
Please note the CSR Center’s closure on the following holidays: New Year’s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day (and the Friday following), and Christmas Day. Submissions made outside of business hours will be processed the next business day.
Checking the Status of Your CSIR Order
To inquire about the current status of a submitted Customer Service Information Request (CSIR), you can reach out to the dedicated CSR email address:
CSR Email for Status Inquiries: [email protected]
Please include relevant details such as the submission date and any tracking numbers if available to expedite the status update.
CSIR Form Requirements: Email/FAX Submissions
For LSPs choosing to submit the Customer Service Information Request form via email or fax, AT&T mandates the use of the official CSIR form. This form is readily available for download to ensure all necessary information is captured accurately.
AT&T CSIR Form Download Link
Using this standardized form helps streamline the CSR request process and minimizes potential delays.
Understanding the CSR Response from AT&T
Upon successful processing of your CSIR request, the Customer Service Record package returned by AT&T will contain critical information categorized as follows:
- Line Information: Details pertaining to the requested telephone line(s).
- USOC Information (Features): Where applicable, this section outlines the active service features associated with the line.
- Directory Listing Information: If applicable, information regarding the customer’s directory listing preferences will be included.
CSR Processing Timeframe
AT&T is committed to providing timely customer service. The standard processing interval for returning CSR information is 3 business days from the time of request receipt.
Important Note: For CSIR requests received after 3 PM Eastern Time (ET), the 3-business-day processing interval commences at the start of the following business day.
For complex or high-volume CSR requests, there may be a need for further discussion and negotiation between the LSP and the AT&T Local Business Services CSR Center to ensure accurate and efficient processing.
Common Reasons for CSR Rejection
To help LSPs avoid delays, here are common reasons why a CSIR request might be rejected by AT&T:
| Reject Reason | Reject Code |
|---|---|
| Account Telephone Number and/or Customer Location Not Found | 001 |
| Account Telephone Number Not Associated with AT&T | 002 |
| Incomplete or Incorrect Information Provided on the CSIR Form | 003 |
| Requested Letter of Authorization (LOA) Not Provided or Invalid | 004 |
| Customer-Supplied Account Information Does Not Match Active Account Details | 018 |
| Request Exceeds Maximum Page or Fax Limit (20 Pages) | 052 |
| Duplicate Request Submission | 200 |
| Requestor Cancelled the CSR Request | 201 |
| Required Requesting Company Contact Information is Incomplete or LOA Box Not Checked | 501 |
Escalation Procedures for CSR Requests
In situations where expected service levels are not met, AT&T provides escalation paths to ensure timely resolution.
Escalation Guidelines:
- Initiate escalation if the requested CSR(s) has not been received within the standard 3-business-day interval.
- Allow a 4-hour response time at each escalation level to facilitate investigation and resolution.
When escalation is necessary, the LSP should contact the AT&T Local Business / AT&T Consumer VoIP CSR Center and provide the following essential details:
- LSP Contact Name and Telephone Number
- Billing Telephone Number (BTN)
- Customer Name Associated with the Request
- Date the CSIR form was originally E-Mailed or Faxed to AT&T
- Clear Description of the Reason for Escalation
Upon receiving the escalation request, an AT&T CSR Representative will promptly investigate the status of the original CSR request. AT&T is committed to providing a status update within 2 to 3 business hours of the initial escalation contact.
Escalation Contact Information
Direct escalations during normal business hours to the following contacts:
| Escalation Level | Contact Information |
|---|---|
| First Point of Contact | [email protected] |
| Second Point of Contact | Noriko Wilson: [email protected] or (916) 974-8922 |
| Third Point of Contact | Anitra Warthon: (214) 721-3222 |
