The Customer Service Record (CSR) Information inquiry is an essential tool for Verizon’s wholesale partners. It provides access to critical Verizon CSR data, allowing you to determine the existing services associated with a specific end-user account. This information is crucial for a variety of pre-ordering processes and service management tasks.
When to Utilize the CSR Information Inquiry
The primary purpose of the CSR Information Inquiry is to be used before you submit a Local Service Request (LSR). By accessing the CSR, you gain a clear understanding of the end user’s current services. This proactive step is vital for ensuring accuracy and avoiding potential issues during the service ordering process.
How to Conduct a CSR Information Inquiry
To successfully complete a CSR Information Inquiry, you will need to provide the following mandatory information:
- Customer Carrier Name Abbreviation: This identifies your company as the requesting carrier.
- Market Segment: Specifies the market segment relevant to the inquiry.
- Agency Authorization Status: Confirms your authorization to access the account information.
- State/Province: Indicates the geographical location of the service.
- Account Telephone Number: The telephone number associated with the end-user account you are inquiring about.
For facility-based wholesale CLECs, there’s an additional capability: you can retrieve your own CSR using your master Billing Account Number directly in the “Account Telephone Number” field.
Verizon’s Response to Your CSR Inquiry
When you submit a CSR Information Inquiry, Verizon will provide a detailed response containing valuable information. This response will typically:
- Identify both primary and non-primary billing numbers associated with the same residential customer at the same address.
- Display the type of service line and all associated features for every line on the account.
Handling Customer Service Records with Extensive Data
It’s important to note that the system is designed to handle most CSRs efficiently. If the CSR contains less than 10,000 lines of information, the complete record will be displayed in the response. However, for very large CSRs exceeding 10,000 lines, the initial response will include the first 9,999 lines. In such cases, an informational message will guide you to the Customer Wholesale Portal to access the complete record.
Specific Account Types and Responses
- End User Listing Accounts: If you enter a telephone number belonging to a facilities-based wholesale end user and the account is an End User Listing Account, a CSR will be successfully returned.
- Directory Listing BAN Accounts: Conversely, if the account is a Directory Listing BAN Account, the response will indicate that no CSR can be found for the provided telephone number.
- Federal and State Government Accounts: Accessing CSRs for Federal and State Government Accounts through this transaction is restricted. An error message “BTN Prohibited” will be returned. For these accounts, you must contact the National Market Center (NMC) directly. The NMC will provide a hard copy of the CSR upon receiving a Letter of Agency (LOA) on the federal agency’s official letterhead.
Service Limitations and Important Considerations
- Local Service Provider Freeze: Be aware that if a customer service record has a Local Service Provider Freeze, it is not eligible for migration. The end user must first contact their current provider to request the removal of this account-level block.
- Fiber to the Premise (FTTP): For services delivered via Fiber to the Premise, the Customer Service Record will include a FID (Fiber Identification) indicator in the existing Feature Detail field on the parsed CSR. This helps identify the underlying technology used to deliver the service.
Retrieving Large CSR Files via the Customer Wholesale Portal
For CSRs exceeding 10,000 lines, the Customer Wholesale Portal (CWP) Reports is the designated platform for retrieval. The legacy File Transfer Protocol (FTP) Platform is no longer used for this purpose.
When a large CSR is requested via any wholesale interface, you will receive an informational message containing a specific file name: “Maximum lines exceeded, please access Customer Wholesale Portal, using file name XXXXCCYYMMDDHHSSMM.a.CSR”.
To access these large CSR files and utilize the CWP Reports, you need to register and obtain reports through the Customer Wholesale Portal.
Accessing Customer Wholesale Portal (CWP) Reports
For comprehensive instructions on registration and report retrieval using the Customer Wholesale Portal, please refer to the Customer Wholesale Portal (CWP) Reports documentation. This portal is your primary resource for managing and accessing large Customer Service Records and other essential wholesale information.
