What is an AT&T Business Customer Service Record (CSR)?
An AT&T Business Customer Service Record is a document that summarizes key information related to an AT&T business customer’s telecom services. Think of it as a detailed profile of your services with AT&T. This record is essential when a business wants to port a number, change service providers, or make significant changes to their existing telecommunications setup. For Local Service Providers (LSPs) assisting businesses with these transitions, the CSR is an indispensable tool.
The CSR typically includes:
- Account Details: Information about the customer’s account, including account numbers and billing details.
- Service Information: Details about the specific services subscribed to, such as the type of lines (UNE-P, UNE-L, VoIP, T1, Facility based), features enabled, and associated telephone numbers (TNs).
- Directory Listing Information: How the business is listed in directories, if applicable.
- USOC Information (Features): Details about the features associated with the lines, often represented by USOC (Universal Service Order Codes).
Who Needs an AT&T Business CSR and Why?
Primarily, Local Service Providers (LSPs) require AT&T Business CSRs when they are assisting a business customer with porting their phone numbers away from AT&T to a new provider. The CSR is necessary to:
- Verify Account Information: Ensure accurate account details are used during the porting process.
- Identify Services and Features: Understand the existing services and features to ensure a smooth transition and replication of services with the new provider.
- Authorize Porting: The CSR process often requires verification to prevent unauthorized number porting.
However, businesses themselves might also need to understand CSRs to:
- Audit their Services: Review and confirm the services they are currently paying for match their needs.
- Troubleshoot Billing Issues: CSR information can be helpful in clarifying billing discrepancies.
- Prepare for Service Changes: Before making changes to their telecom services, understanding their current setup via the CSR is beneficial.
Requesting an AT&T Business CSR: Step-by-Step
The process for requesting an AT&T Business CSR is structured and requires specific steps to ensure accuracy and efficiency. For LSPs acting as authorized agents for their business customers, the following steps outline the process:
Step 1: Completing the Customer Service Information Request (CSIR) Form
The first step is to fill out the Customer Service Information Request (CSIR) form. AT&T provides this form to collect all necessary details to locate and retrieve the correct customer service record.
- Access the Form: The CSIR form is available online, making the process easily accessible. You can find the form and submit it digitally at: https://www.corp.att.com/lnp/att-customer-service-information-request-port-out.
- Mandatory Fields: Ensure all mandatory fields on the CSIR form are completed accurately. Incomplete forms will be rejected, causing delays.
- Letter of Authorization (LOA): As an LSP, you must have a Letter of Authorization (LOA) from your business customer, granting you permission to act on their behalf and request the CSR. While you may not need to submit the LOA with the initial request, you must have it on file and be prepared to provide it if requested by AT&T.
Step 2: Submitting the CSIR Form to AT&T
Once the CSIR form is completed, it needs to be submitted to AT&T. The primary method for submission is online via the link provided above. This ensures a direct and efficient delivery to the AT&T Business and AT&T Consumer VoIP Services CSR Center, which serves as the Single Point of Contact (SPOC) for all CSR requests.
Step 3: AT&T Receives and Reviews the CSIR Request
Upon receiving your CSIR request, AT&T will:
- Log the Request: The request is logged into their system for tracking and processing.
- Review for Completeness and Accuracy: AT&T will review the submitted form to ensure all mandatory fields are filled and the information provided is accurate and valid.
Step 4: Handling Rejected CSIR Requests
If the CSIR form is incomplete or contains errors, AT&T will reject the request.
- Rejection Notification: You will receive a rejection notification via email, detailing the reason for rejection.
- Common Rejection Reasons: Common reasons for rejection include:
- Account Telephone Number and/or Customer Location Not Found (Reject Code 001)
- Account Telephone Number Not AT&T (Reject Code 002)
- Incomplete or Incorrect Information Provided (Reject Code 003)
- Required Requesting Company Contact Information Incomplete (Reject Code 501)
Step 5: Correcting and Resubmitting the CSIR Form
If your request is rejected, you will need to:
- Make Corrections: Carefully review the rejection reason and correct the errors on the CSIR form.
- Resubmit the Form: Once corrected, resubmit the CSIR form to AT&T, restarting the process from Step 3.
Step 6: AT&T Gathers Customer Record Information
For successfully submitted CSIR forms, AT&T will proceed to gather the requested customer service record information from their systems.
Step 7: Delivery of the CSR to the Requestor
Finally, AT&T will deliver the completed CSR to the originator of the request.
- Delivery Method: CSRs are typically delivered via email to the email address provided on the CSIR form.
- CSR Content: The CSR will contain essential information, including:
- Line Information
- USOC Information (Features), if applicable
- Directory Listing Information, if applicable
Understanding the CSR Response and Processing Time
CSR Processing Interval:
AT&T aims to return CSR information within 3 business days of receiving a complete and accurate CSIR request. It’s important to note the processing interval:
- Interval Start Time: For requests received after 3 PM ET, the 3-business-day interval begins at the start of the next business day.
- Complex CSRs: Multiple or complex CSR requests might require additional negotiation and potentially a longer processing time.
CSR Rejects and Reject Codes:
As mentioned earlier, CSR requests can be rejected. Understanding the reject codes is crucial for quickly rectifying issues and resubmitting requests. Here’s a more comprehensive list of reject reasons and their corresponding codes:
| Reject Reason | Reject Code |
|---|---|
| Account Tel. No. and/or Customer Location Not Found | 001 |
| Account Tel No. Not AT&T | 002 |
| Incomplete – Incorrect information provided | 003 |
| Requested LOA – No Response | 004 |
| Customer Supplied Account Information For requested Account Does Not Match Active Account | 018 |
| Account Exceeds maximum Page or fax Limit (20 Pages) | 052 |
| Duplicate | 200 |
| Requestor Cancelled | 201 |
| Required Requesting Company Contact Information Incomplete or LOA Box Not Checked | 501 |
Escalating CSR Requests
In situations where the standard processing interval is not met, or if there are urgent needs, AT&T provides an escalation process.
Escalation Guidelines:
- Initiate Escalation: Escalate if you have not received the CSR within the standard 3-business-day interval.
- Response Time: Allow approximately 4-hour intervals for a response at each escalation level.
Information to Provide for Escalation:
When escalating, be ready to provide the following details to the AT&T Local Business / AT&T Consumer VoIP CSR Center:
- LSP Contact Name and Telephone Number
- Billing Telephone Number (BTN)
- Customer Name
- Date CSIR was Submitted (E-mailed or Online)
- Detailed Reason for Escalation
AT&T will investigate the status of the original CSR request and aim to provide an update within 2-3 business hours of receiving the escalation.
Escalation Contacts:
For escalations during normal business hours, contact the following:
| 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 |
Key Takeaways for AT&T Business Customer Service Records
- CSRs are vital for managing AT&T Business telecom services, especially for number porting and service modifications.
- The online CSIR form is the primary method for requesting CSRs, offering efficiency and ease of use.
- Accuracy is key when completing the CSIR form to avoid rejections and delays.
- Understanding processing times and escalation paths ensures timely access to necessary information.
- AT&T provides dedicated contacts for CSR inquiries and escalations, ensuring support throughout the process.
By understanding and effectively utilizing the AT&T Business customer service record process, businesses and their LSP partners can ensure smooth telecommunications management and transitions. For any further assistance or clarification, reaching out to AT&T Business customer service directly through the provided contact points is always recommended.
