Steps for Requesting Customer Service Records (CSRs)

   1. All CSR requests must have signed Letter Of Agency (LOAs). Any incomplete CSR request forms or any CSR request forms that do not have a signed LOA will be rejected. CSR requests that have “LOA on file” and no LOA attached will be rejected.

   2. Solution Provider will follow Business as Usual process by entering sales lead into SMART.

   3. Solution Provider must complete the CSR Request Form with the following information:
          * Main Billed Telephone Numbers (BTN) from customers LEC bill
          * Customer Name, Address, City, State

   4. Solution Provider must send CSR Request Form and signed LOA to designated Regional Front Door for processing, as outlined below.

Regional Handoff Front Door Process
West:

    * SP's will email the CSR & LOA forms to Front Door at: M26212@att.com or Right Fax to: 707-427-7524.
    * The Front Door will assign the request to next available SSM
    * SSM will utilize ILEC CSRs from VIT, Legacy T CSR, Atlanta CSR to perform database query to retrieve CSR information
    * The SSM will return CSR information to the originator

MW:

    * SP’s will send CSR & LOA request to designated CAM/TSE – Business as Usual Process.
    * The CAM/TSE will utilize ILEC CSRs from VIT, Legacy T CSR, Atlanta CSR to perform database query to retrieve CSR information
    * CAM/TSE will return CSR information to the originator

SW:

    * SP’s will send CSR & LOA forms to assigned Communication Consultant via scanning docs & forwarding to CC in email – Business as Usual Process
    * Communication Consultant will utilize Legacy T CSR, Atlanta CSR to perform database query to retrieve CSR information
    * CC’s will return CSR information to the originator.

East:

    * SP's will email CSR & LOA forms to Front Door at: SPEAST-TCSR@att.com or Fax to: 847-513-0501
    * Richard Lassen regional lead will move any incoming fax to the East shared email box for processing
    * Richard or back up will utilize ILEC CSRs from VIT, Legacy T CSR, Atlanta CSR to perform database query to retrieve CSR information
    * Richard or back up will return CSR information to the originator

SE:

    * SP's will email CSR & LOA forms to Front Door at: SEBCS.major@bellsouth.com
    * Support Team will utilize ILEC CSRs from VIT, Legacy T CSR, Atlanta CSR to perform database query to retrieve CSR information
    * Support Team will return CSR information to the originator

Intervals
Electronic CSRs (If the CSR is found in an AT&T Database)
   •   24-48 hours (1-25 BTNs)
   •   24-72+ hours (Greater then 25 BTNs is ICB – regional Front Door will determine turn around time)

Manual CSRs (If the CSR is not found in AT&T Database or CSR request is extremely large, regional Front Door may submit a request to Atlanta Processing Center for assistance). ATTENTION - Regional Front Door, please remember to follow Atlanta’s line size requirements (15 or Less or 15 or More) use the appropriate forms indicated on the Atlanta website.
   •   12-15 business days depending on the LEC/CLEC intervals

Escalations
Solution Providers will contact their designated regional Front Door to inquire on any requests that has exceeded the interval as stated above