2.0 CSR Overview
AT&T will provide a Local Customer Service Record (CSR) for TN's associated to the following platform types, UNE-P, UNE-L, VoIP, T1 and Facility based. When an LSP requests a CSR for an AT&T local customer, the Requesting LSP must complete the Customer Service Information Request (CSIR) form. The form can be filled out and submitted online at http://www.att.com/lnp/csir.html. Alternately, the Requesting LSP can also send it via e-mail or fax to AT&T. AT&T will accept CSR requests from LSPs acting as an authorized agent for the customer. The LSP must have a Letter of Authorization (LOA) and retain it on file. AT&T will provide the Customer Service Record via e-mail or fax to the originator of the CSR request provided the mandatory fields on the CSIR form are complete. AT&T CSRs will be returned to the originator with the Line, Features and Directory Listing Information. (For a sample of the CSIR form, see section 8.0 of this handbook).
Note: After obtaining the CSR from AT&T and the requested TN's are identified as being provided under UNE-P, LSR requests should be sent to the Incumbent LEC.
- CSR Process
- CSR Order Transmittal
- CSR Center Hours of Operation
- CSIR Order Status
- CSIR Email/FAX Form
- Sample CSIR Form
- CSR Response
- Escalation Handling
The following process outlines the necessary steps for the new LSP to obtain an AT&T CSR.
|1.||New LSP||New LSP completes the CSIR form|
|2.||New LSP||Submits online, E-Mails or Faxes the CSIR form to AT&T (see Section 2.2 - CSR Order Transmittal).|
|3.||AT&T||Receives and logs CSIR request. Reviews CSIR for completeness and
????If error or incomplete, GO TO STEP 4.
????If accurate and complete, GO TO STEP 6.
|4.||AT&T||Rejects CSIR via email to the Requesting LSP with the reason why the request was rejected.|
|5.||New||LSP Must make corrections and submit the CSIR again. GO TO STEP 3.|
|6.||AT&T||Gathers customer record information and provides the CSR.|
|7.||AT&T||Delivers the CSR to originator via e-mail, fax, US Mail and logs the completion.|
The AT&T Business and AT&T Consumer VoIP Services CSR Center is the Single Point of Contact (SPOC) for all AT&T Local Business and AT&T Consumer VoIP Services CSR requests. Contact this center as follows:
To Request a CSR, send CSIR to:
|On-Line Submission (preferred method)||http://www.att.com/lnp/csir.html|
|E-Mail (form)||mailto: RMemail@example.com|
|Fax (form )||(281) 664-5360|
The hours of operation for the AT&T Local Business and AT&T Consumer VoIP CSR Center are:
Monday - Friday 8:00 AM ET to 6:00 PM ET
Holiday Closings: New Years Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day (and the following Friday), and Christmas Day.
To Request the Status of a CSR:
- CSR Agents (404) 486-8226
AT&T requires the following Fax Form to be sent by the gaining LEC.
A sample CSIR form can be found on the following page
The CSR Package returned to the requestor will contain the following information from AT&T:
- Line Information
- USOC Information (Features), as applicable
- Directory Listing Information, as applicable
CSR Processing Interval
The interval for returning CSR information will be 3 business days.
Note: The interval clock begins at the start of the next business day for CSR requests received after 3 PM (ET).
Multiple or Complex CSRs may require Negotiations between the LSP and the AT&T Local Business Services CSR Center.
CSR requests that cannot be processed will be rejected to the requestor of the CSR within 3 business days of AT&T receiving CSIR form. The Reject Reasons will be listed on the original CSIR form returned to the CSR requestor as follows:
|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|
|Required Requesting Company Contact Information Incomplete or LOA Box Not Checked||501|
The guidelines for escalations are:
- Requesting LSP did not receive the CSR (s) within standard interval.
- Allow 2-hour intervals for response at each level of escalation.
When it is necessary to escalate, the LSP should contact the AT&T Local Business / AT&T Consumer VoIP CSR Center and provide the following information:
- LSP Contact Name and Telephone Number
- Customer Name
- Date CSIR was E-Mailed / Faxed to AT&T
- Description/Reason for escalation
Once contacted, the CSR Representative will investigate to determine the status of the original CSR request. AT&T will provide status within 2 - 3 business hours of receiving the initial escalation contact.
Escalations should be directed, during normal business hours, as follows:
|First point of contact||CSR Agent||(404) 486-8226|
|Second point of contact||Rebecca Medlin||(404) 486-6052
|Third point of contact||Rich Vargas||(916) 621-1706|