CONFIDENTIAL
TelephonyTelephony
Business Sales Coordinator Training
May, 2008
CONFIDENTIAL
Directory Listings
To establish or change a directory listing, customer must provide: Listed Name Listed Address Yellow Page Heading Code (YPH) Standard Industry Code (SIC)
Straight Line listing Single line
Includes Name, address & phone number
Used for Residential or Business listings
Doe, John 1234 Main St ………706-364-1234
Straight Line Indent A straight line listing with an indented additional listing beneath
Typically used for residential accounts
Doe, John 1234 Main St ………706-364-1234
fax line ………………………706-364-5678
Caption Listings: Same information as above & also the Caption Heading that the listing should follow Wachovia
Main Office ……1234 Main St…………… 706-364-1235Martinez Branch ……5678 Central Av…… 706-364-5678
CONFIDENTIAL
Directory Listings
Directory Publication Dates:
Directory publishers annually post dates that their publications close & dates of delivery
BOC – Business Office Close Date
Delivery Start Date
Delivery Complete Date
Available on the Intranet: http://www.knology.com/productmanagement/imported%20documents/dir_print_dates.doc
CONFIDENTIAL
Toll Free Service OrdersInstall / Add Phone - Toll Free Knology Number
Task Description Workgroup Responsible
Check Order Accuracy QC Specialist
Assign Number in Switch Switching
Billing Required for Toll Free Number
Telephony Coordinator
Check In--Close Work Order Telephony Coordinator
Toll Free Work Telephony Coordinator
Install / Add Phone – Toll Free Ported
Task Description Workgroup Responsible
Check Order Accuracy QC Specialist
Toll Free Work Telephony Coordinator
Assign Number in Switch Switching
Billing Required for Toll Free Number
Telephony Coordinator
Check In--Close Work Order Telephony Coordinator
Toll Free Work Telephony Coordinator
CONFIDENTIAL
Telephony’s Role in the Toll Free Process
• Transmit Provided Documentation to Deltacom
• Complete bill copy
• RESPORG form
• Authorized signature within 30 days of the port date
• Receive updates from Deltacom
• Rejections & SMS Ownership change (Date Deltacom redirects traffic)
• Notate in Customer Care
• Advise BCC via Clarify if issues arise
• Update Billing
• Verify port completion
• Make test calls
• Establish listing if requested
•Documentation for Follow-up
• Scratch Pad• SMS ownership change (Date Deltacom redirects traffic)• Any porting rejections• Test Calls conducted & outcome
CONFIDENTIAL
•A customer may chose a toll free number such as: XXX-888-xxxx or XXX-xxx-CARS
•Procedure:
• Create a Clarify Case with the customer’s requested last four digits & dispatch to Telephony
• Telephony will contact the Deltacom for research of availability• Case notes updated & case dispatched to BCC queue with a response on
availability
• Once the customer confirms if they do want the number, update the case & return to Telephony
• Telephony notifies Deltacom to add the number to our account
Vanity Requests require a Install Add Phone Toll Free-Ported service order.
Toll Free Vanity Requests
CONFIDENTIAL
Porting
Porting from Multiple carriers CLEC Porting Information available on the Intranet:
http://www.knology.com/productmanagement/imported%20documents/porting_carrier_info.xls
– Provides a list of carriers we are set up to port from
– Time requirements for obtaining an FOC
– Information on obtaining a CSR (in the event that the customer can’t provide a complete bill copy)
– Length of FOC validity by carrier
CONFIDENTIAL
Complex Ports
AT&T:
AT&T requires porting of certain types of service to be project managed. These require approval from the AT&T PM & manual processing.
– Schedule 30 days out
Common service types considered complex by AT&T:– PBX (<50 lines)– Centrex – ISDN/PRI – DID – Complete list of complex indicators:
http://wholesale.att.com/reference_library/guides/other_guides/apmig001/index.htm
Non-AT&T:
Port requests from any non- AT&T carrier greater than 50 lines requires:
Schedule 15 days out
Manual processing
CONFIDENTIAL
Porting Options
1. Full Migration – FOC is obtained for all numbers listed on the CSR
• All numbers should be activated in SOA at the same time.
2. Port Disconnect—Knology can request that the original carrier disconnect additional number(s)
• Knology never gains ownership of these numbers
• Losing carrier disconnects the identified numbers at the time we port the other numbers
• Cannot port disconnect numbers from a CSR we aren’t porting from.
3. Partial port—FOC is obtained for the requested numbers
• Additional numbers on the CSR remain active with the current carrier
• The customer can request to disconnect additional numbers with the losing carrier after our port is completed
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