AT&T Customer Service Record (CSR)
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&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 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.
The following process outlines the necessary steps for the new LSP to obtain an AT&T CSR.
| Step | Responsibility | Activity |
| 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 accuracy. ????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:
| Online Submission | Submit CSR |
The hours of operation for the AT&T Local Business and AT&T Consumer VoIP CSR Center are:
Monday – Friday 7:00 AM ET to 3:30 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 Email: g10296@att.com
AT&T requires the following Fax Form to be sent by the gaining LEC.
AT&T requires the following Fax Form to be sent by the gaining LEC.
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.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.
Rejects
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 |
| Duplicate | 200 |
| Requestor Cancelled | 201 |
| 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 4-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
- BTN
- 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.
Escalation Contacts
Escalations should be directed, during normal business hours, as follows:
| First point of contact | g10296@att.com | |
| Second point of contact | Noriko Wilson | nw1352@att.com or (916) 974-8922 |
| Third point of contact | Anitra Warthon | (214) 721-3222 |