U-Verse Voice Port Out of U-verse to Telco

This document assists U-verse Care agents in handling calls from the U-verse Field Operations (UFO) techs when:

• The tech has incorrectly ported a number to Consumer Voice over IP (CVoIP) that needs to go back to its original state or 
• The customer wants to port back to a Plain Old Telephone Service (POTS) line

Contact the Winback Sales Team for order negotiation. In turn, the Winback Back Office Team (WBOT) contacts the Sales Back Office (SBO)/CVoIP Team, once the order has been negotiated. Refer to Contact Numbers and Transfer Codes - Tier 2.

If a current CVoIP customer calls and requests that their line be ported back to the telco, they should be warm-transferred to the U-verse/Winback group for initial handling. The Winback Back Office will complete the Legacy order and engage SBO to key the port-out of U-verse order. All three roles are outlined below. These procedures must be followed in exact order.

Change/Cease Order Porting Line to AT&T Telco

Winback Sales Office

If the number is portable, continue to use the Winback process, business as usual (BAU), including Third Party Verification (TPV). Refer to the Contact Numbers and Transfer Codes - Tier 2.

Winback Back Office Procedures

When the order is received in the Winback Back Office, the carrier for the Telephone Number (TN) is looked up BAU. 

1. Refer to the Online Handbook for U-verse port-out specific procedures. 
   • The Carrier 516c (AT&T U-verse) will not require a Local Service Request (LSR). They can dogleg and distribute the order.
2. Call the customer back and confirm the due date. Remind the customer that this order requires a technician visit.
3. Call the SBO to input the U-verse Voice port-out disconnect order.

SBO Back Office Procedures

1. Input the U-verse Voice port-out Disconnect order or Cease order as appropriate.
2. Create a flash on the account to ensure the telco and U-verse due dates are in sync.
   • Flash example: For customer porting U-Verse Voice TN to telco, do not change due date or do not cancel order without calling the Winback Back Office.