Deciphering Carrier Customer Service Records (CSR) Part 1: Learning to Read CSRs

Transcription

1 Telecom Audit Training Module Deciphering Carrier Customer Service Records (CSR) Part 1: Learning to Read CSRs 1

2 Telecom Audit Training Module Deciphering Carrier Customer Service Records (CSR) Part 1: Learning to Read CSRs 2

3 Telecom Audit Training Module Deciphering Carrier Customer Service Records (CSR) Part 1: Learning to Read CSRs 3

4 Provider Information Customer Service Records Rates and Plans Duplicate Bills/Contracts USOC Information Tariff Information

5 Customer Service Records I need a CSR for just one account, please!

6 Customer Service Record Names CSR or Customer Record PBX-KEY-Multi-line Record/S02 Accounting Interrogation Report Service and Equipment Detail Providers may require that you specify the information needed; reps then prepare. Some providers show detailed service records on monthly bills. Information Product and Service Details Report

7 Review Records... Generate Savings Examine customer service records for: Location Addresses Contract/rate plan notations Billed elements: features, directory listings PIC/LPIC designations Line numbers and hunting order

8 Customer Service Record Header List Section Billing Section Service & Equipment Section

9 Classification Elements Header CSR HEADER INCLUDES: Telephone number Class of service 1MB Name of service exchange BOYN Service established date CSR print date Customer Three Digit Code Page number -- 2

10 Classification Elements Header Exchange Customer code Telephone number Class of service Page number Service established date Print date

11 Classification Elements Header Print Date Exchange Customer Code Telephone Number Page Number Bill Date Class of Service

12 Classification Elements Header The at&t customer service record in CA only shows the account number, bill date, and the bill name.

13 Classification Elements List Section CSR LIST SECTION INCLUDES: Owner of Account Service Address for main line Billing Address SIC (Industry Code) Recent Orders for Account Activity Dates of Record Changes Carrier Remarks

14 Classification Elements List Section Owner of Account Listing Address Service Address SIC Code Activity Dates Billing Name Billing Address Remarks

15 Classification Elements List Section Service Orders Listing Name and Address Additional Listings Billing Information

16 Classification Elements List Section Line Count Listing Name and Address Billing Name and Address

17 Classification Elements S & E CSR Service & Equipment Section: Hunting lines and order Contract Information Individual Line Details Line numbers Circuit ID Features Class of Service (line, circuit, etc.) Charges for all line elements PIC/LPIC designations

18 Service and Equipment Section Hunting Lines and Order Federal Access Charge Line Details

19 USOC Summary TN Last telephone number on account 1 QURBM Federal Universal Service Fund Surcharge -Business Multi Line ( ) Field ID TN PIC PIC Freeze LPIC Bill Block NO NC 9199 N/A PIC/LPIC Directory Listing Listing name N/A Listing address N/A USOC Summary Qty Product Desc Rate Est. Total MB IND MESSAGE RATE BUSINESS ZR FCC Subscriber Line Charge ALN Message Rate Line Service POR2X LNP Cost Recovery End User Surcharge Business-Line QURBM Federal Universal Service Fund Surcharge -Business Multi Line TTB TOUCHTONE-PER LINE-BUS

20 at&t Business Direct CSR Account number Service address Contract number Contract pricing LEC circuit ID

21 Circuit address at&t Circuit CSR

22 Different Format for Verizon CSR Billing account number Billing Name1/Service Name RENKE Billing Address, Current Monthly Recurring Total Service and Equipment Telephone number count 2 Service ID Service Type Est. Monthly Total Expand All Collapse All TN Service Address 707 S.WASHING FL, Product Listing Qty Product Desc Rate Est. Total Action/Date DIR CONN PLUS BLK ( ) FLAT BUS LINE FLAT ECS ( ) INTER ACC CHRG MLTILN ( ) IWMN INSIDE W MNTNC NO ( ) PIC PIC Freeze PIC Source/Date NO LPIC LPIC Freeze LPIC Source/Date W

23 Full Billed Accounts

24 Verizon Customer Record Hunting lines are shown at the end USOCs Summary on the last page of the CSR

25 TN Service Address AUTUMN WOODS WAY, FAIRFAX, VA Product Listing Qty Product Desc Rate Est. Total Action(Date) DTL Dial Tone Line Field ID TN PICX 0288 PCA ES PCA PIC ATX LPCX 0288 LPCA ES LPCA LPIC ATX HTG A DPIC5 D LSO CSR Details Telephone Number Long Distance Code and Carrier Date of PIC Change Local Toll PIC Code Date of Local PIC Change Line in Hunt Group

26 CSR Details 1BZ Dial Tone - Message Usage - Extended Area Calling BLKDA Connect Request Blocking TBEB Third Number Blocking HBS Deny * HTG Series Hunting RTVXK 900 Call Restriction SEH2X ELS - Basic Message Service TDN Touch Tone ZR Federal Subscriber Line Charge Multi Line EVD Fixed Call Forwarding Don t Answer Field ID CFND L CFND RCYC 4 Call Forward Information 1 NMC No Maintenance Plans WW96 24 Month Term Rate plan VA R ( ) Field ID SUBMO New, TERM 24, PIC PIC Freeze LPIC Bill Block 0288 ES 0288 N/A Line Blocks Contract Information Long Distance Designations

27 Detailed Information on Bill Line Features Nine Additional Lines 9ZR

28 I hope you enjoyed watching this training module and learning how to read a customer service record. To purchase additional training modules, or to review the variety of services TelCon offers, please visit our websites: telconassociates.com telecomaudittraining.com Thanks! Karen Thatcher, President TelCon Associates, Inc Barkley, Suite 100 Overland Park, KS

29 Telecom Audit Training Module Deciphering Carrier Customer Service Records (CSR) Part 1: Learning to Read CSRs 29