Telovations Port Out Process

Customer Service Record (CSR) Guidelines

Download the CSR Form Here

• All CSR requests must be submitted on the Telovations CSR Request Form.
• CSR requests and status requests should be emailed to: provisioning@telovations.com.
• Submit one account per email. We cannot accept multiple CSR requests in one email.
• The email subject line should be in the following format:
• BTN/Customer Name/CSR Request
• If you are requesting the status of a CSR request the email subject line should be in the following format:
• BTN/Customer Name/CSR Status   **and must include the original request
• Telovations will either provide a CSR or respond with clarification within 2 business days of the request.
• No CSR Request Status will be given before 2 business days from a properly submitted request following the Telovations guidelines.
• CSRs sent after 4PM EST will be considered received the next business day, CSRs received after 4PM EST on Friday will be considered received on Monday.

Local Service Request (LSR) For All SPIDs Guidelines

Download the LSR Form Here

• LSR requests should be emailed to provisioning@telovations.com. Subject line of the email must be in the following format and the information in the subject header must match our records, or the request will be rejected without opening:  BTN/Customer Name/Version/LSR
• If you are requesting your LSR to be expedited the email subject line should be in the following format: BTN/Customer Name/LSR/EXPEDITE  the EXP field must be populated with a Y when requesting an expedite. Expedites will be granted based on Telovations workload at time of receipt.
• LSR form must be attached to the email in the following formats: MS WORD or MS EXCEL
• LSR must be filled out on an LSOG LSR form. If your company does not currently have an LSR form it uses, you may download one here: LSOG LSR form  
• Date/Time Sent — Information can be provided in any format but the date must be provided. The date must be corrected to match the date the order is actually being sent.
• Version Field — This field must start with VER 00 and be incremented after every clarification. Reject versions do not need to be incremented.
• PG _ OF _ — ALL pages must be accounted for, including the extra End User page that is often submitted.  (Field can be populated with one or more numerics.)
• ATN — The ATN field on the LSR should be populated with the BTN as it appears on the Telovations CSR.
• ACT — The ACT field must be populated with a “P” if requesting a partial port or a “V” for a full port. If ACT is “V” all numbers must be listed on the LSR or it will be clarified including Data services and Toll free. If “P” is populated then only the services requested to port have to be addressed.
• CC — Company Code is required to be populated with Porting Company’s SPID for NPAC reasons.
• DDD — Can be in any format but must be provided and dated at least 5 business days from the date sent.   
• DDD – Partial ports for a VOIP customer where the BTN is porting out, the due date will need to be at least 10 business days out.
• REQ TYP — CB for # port. 

Remarks—

• For ACT “V” all services will need to be addressed, the end user’s data, toll free and resale services.  Please note that toll free services and resale lines are not offered by Telovations as a standalone service.  If all other services are leaving Telovations, the toll free or resale will either need to be ported out or disconnected.
• If this is a partial port and you are porting the BTN, please provide the new BTN in remarks.
• E-mail Address and Tel Num — This is required in the Contact section.  This will be the e-mail address of the sender, NOT the customer.
• PON, ATN, and Version fields must be the same on all pages of the LSR.
• Telovations will provide an FOC (if the order is accepted) for 5 business days after the order was entered. If the DD requested is more than 5 days, Telovations will provide that requested DD. FOC's are good for 10 business days.
• LSRs sent after 4PM EST will be considered received the next business day, LSRs received after 4PM EST on Friday will be considered received on Monday.
• Telovations reserves the right to reject an LSR for a customer initiated order that has not completed. Customer is responsible for cancelling the order if needed.
• Telovations reserves the right to cancel a request if clarifications are not responded to within 10 business days.
• Telovations telephone numbers must be in-service to process port request.
• Requests that do not follow this format may be clarified.
• Status requests must be submitted to provisioning@telovations.com with the subject line:

               BTN/CustomerName/Version/LSR Status

               **and must include the original request

For CLEC's

Bill Section — This section provides Telovations with the LEC billing information, not the customer’s billing information.  The following fields are required:
BILLNM = LEC name
STREET = LEC Billing street address
FLOOR
CITY = LEC billing address city
STATE = LEC billing address state
ZIP = LEC billing address zip
BILLCON =  LEC’s billing contact’s name or department
TEL NO =  billing contact or department’s number

End User Information

• Customer Name — Must match exactly to the Telovations CSR (please see attached CSR request form).
• Customer Address — Must match exactly to the Telovations CSR service location address
• DQTY — Number of TN’s being disconnected on order.
• LCON — Must be populated with the customer’s name.  This would be the person who authorized the port.  If contact name does not match contact on account, an LOA and supplemental VER of the LSR will be requested.
• TEL NO — Must be populated with LCON contact number.
• End user con’t page must be sent for TN’s disconnecting.

Number Portability

• NPQTY — Identifies how many numbers are being ported (field can be one or more numeric).  This MUST be filled out if # ranges are used on the LSR.
• All numbers on the CSR must be addressed indicating whether they are to be ported, disconnected or to remain with Telovations. NO HANDWRITING IS PERMITTED ON ORDERS
• Only 1 LSR per CSR request…  only one LSR per account
• CLEC will be responsible for establishing Directory Listings for that customer.

Sending Supps or Cancel

• Supps can be emailed to provisioning@telovations.com
• Subject line of the email must be in the following format:
• BTN/Customer Name/Version/SUPP
• Valid Supp codes are:

  1. Use for cancellation only
  2. Use for DD changes. Code 2 can only be used after receiving FOC
  3. Any other changes other than DD or cancellation – please specify change

• Telovations will FOC DD changes and cancels within 2 business days of receiving the Supp. Supps to correct rejects will be processed like new LSR’s and be issued an FOC date that is 5 business days out unless an expedite is requested.
• To ensure timely processing of Supps, we request that a Supp be sent at least two (2) business days prior.
• Telovations will not guarantee completion of Supps that are sent on DD.
• If a Supp or Cancel is not received within 48 hours after the due date, Telovations reserves the right to cancel the pending order and a new PON will need to be submitted.
• If no response is received to clarification or rejection within 10 days the request may be cancelled.

Contacts and Escalations