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Telephony

Telephony. Business Sales Coordinator Training May, 2008. 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

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Telephony

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  1. Telephony Business Sales Coordinator Training May, 2008

  2. 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…………… 706-364-1235 Martinez Branch ……5678 Central Av…… 706-364-5678

  3. 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

  4. Toll Free Service Orders Install / Add Phone - Toll Free Knology Number Install / Add Phone – Toll Free Ported

  5. 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

  6. Toll Free Vanity Requests • 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.

  7. 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

  8. 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

  9. Porting Options • Full Migration – FOC is obtained for all numbers listed on the CSR • All numbers should be activated in SOA at the same time. • 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. • 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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