Customer Care lets you view port requests on an account and initiate open port requests. Initiating port requests requires setup.
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Users must have the Manage Port Requests permission to initiate a port request.
Also, if you need to resubmit billing orders on initiating a port request, use the Configure Resubmit setting under MANAGE > Settings to enable this functionality. This should be configured prior to using the initiate port request functionality. Users must have the Manage Settings permission to access this.
Port Request Search
The Customer Care Omni Search page supports searching for Port Requests.
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The main search box lets you search on Port ID or Service Number. The search results will include exact matches on port ID and service number. More Options provides additional criteria to search by.
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Port-in requests are indicated by a blue handset with an inward-pointing arrow. Port-out requests are indicated by a red handset with an outward-pointing arrow. Clicking a link in the Request ID column takes you to the corresponding Port Request page.
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Port Request Page
The Port Request page provides a comprehensive view of port request details and supports editing and initiating actions such as Initiate, Change Assigned User and Change Due Date. If the service number associated to the port request is linked to an account, the service number provides a link to the Service Detail page.
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You can access this page from several areas in Care:
From the Omni Search results by clicking a Request ID (see above)
Via a link on the Service Summary - A link is provided on this page when there is an active port request for the service
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Via a Port Request ID link on the Service Details, or Services and Features pages. When viewing Service Details for a Service with one or more Port Requests, the View menu provides a Port Requests option. () Selecting this option displays a list of Port Requests, and the Port Request ID is a link to each requests' respective Port Request page.
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Note
When navigating from the Omni Search results, the Port Request page will display with no customer header. When navigating from a service, the Port Request page will display customer header information.
Editing a Port-In Request
When viewing a port-in request an Edit button and an Action menu will be displayed based on the properties of the port-in request and the user’s permissions.
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Users with Edit Port-In Request permission can edit information on a Port-In request that is in a status of Open or Pending. Note that edit capability is not available when the last activity type on the request is Port In Cancel Submitted. The following information is editable on the request: Time Zone, Carrier Porting From, Account Number, SSN, Tax ID, Password/PIN Billing Information.
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Notes:
SSN, Tax ID and Password/PIN require an additional click on the pencil to the right of the field to edit the value. Clicking the pencil lets you enter a new value. Click to revert to the original value. On saving any changes to these fields, the contents are masked.
The Service Number field is not editable in Customer Care. This field is editable in Desktop client.
Port-In Actions
The available actions depend on user permissions and port request status:
Initiate
This requires Port In: Initiate permission and the Port-In request status must be Open. Note that the Initiate action is not available when the last activity type on the request is Port In Cancel Submitted.
This action displays a dialog to let you enter remarks, if needed, and confirm (or cancel).
To cancel, click X at the top right. To confirm this action, click Initiate Request.
Change Assigned User
This requires Port In: Change Assigned User permission and Port-In request status = Open or Pending.
This action displays a dialog showing the current assigned user. To change, use the Assigned User field to set a new value, or check the Assigned to Me checkbox to assign the request to yourself.
To cancel, click X at the top right. To confirm this action, click Change Assigned User. This button will be disabled until a new user is assigned.
Change Due Date
This requires Port In: Change Due Date permission and Port-In request status = Open or Pending. This action is not available when the last activity type on the request is Port In Cancel Submitted.
This action displays a dialog showing the current due date. To change, use the Due Date selector. You may also enter remarks if needed. Note that the due date can be changed to a date in the future or the past.
To cancel, click X at the top right. To confirm this action, click Change Due Date. This button will be disabled until a new date is set.
Force Complete
This requires Port In: Force Complete permission and Port-In request status = Open or Pending. This action is not available when the last activity type on the request is Port In Cancel Submitted.
This action displays a dialog where you are required to enter remarks.
To cancel, click X. To confirm this action, click Force Complete Request.
Cancel
This requires Port In: Cancel permission and Port-In request status = Open or Pending. This action is not available when the last activity type on the request is Port In Cancel Submitted.
This action displays a dialog where you are required to enter remarks.
The Submit to Provisioning checkbox defaults to checked on a Pending request and unchecked on an Open request. You can change this property; however, a warning will be displayed.
To cancel, click X at the top right. To confirm this action, click Cancel Request.
Port Out Actions
When viewing a port-out request an Action menu will be displayed based on the properties of the port-out request and the user’s permissions.
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Change Assigned User
This requires Port Out: Change Assigned User permission and Port-Out request status = Open or Pending.
This action displays a dialog showing the current assigned user. To change, use the Assigned User field to set a new value, or check the Assigned to Me checkbox to assign the request to yourself.
To cancel, click X at the top right. To confirm this action, click Change Assigned User. This button will be disabled until a new user is assigned.
Confirm
This requires Port Out: Confirm permission and Port-Out request status = Open or Pending. This action is not available when the last activity type is Resolution Required Submitted, Confirmation Submitted, or Delay Notice Submitted.
This action displays a dialog where you are required to enter remarks.
To cancel, click X at the top right. To confirm this action, click Confirm Request.
Request Resolution
This requires Port Out: Request Resolution permission and Port-Out request status = Open or Pending. This action is not available when the last activity type is Resolution Required Submitted, Confirmation Submitted, or Delay Notice Submitted. This action displays a dialog where you need to select a resolution reason and enter remarks.
To cancel, click X at the top right. To confirm this action, click Request Resolution.
Delay
This requires Port Out: Delay permission and Port-Out request status = Open or Pending. This action is not available when the last activity type is Resolution Required Submitted, Confirmation Submitted, or Delay Notice Submitted.
This action displays a dialog with the current due date. To delay the request, update the due date and enter remarks. The due date must be set to a value greater than the current value and must be in the future.
To cancel, click X at the top right. To confirm this action, click Delay Request.
Complete
This requires Port Out: Complete permission and Port-Out request status = Open or Pending. This action displays a dialog where you are required to enter remarks.
To cancel, click X at the top right. To confirm this action, click Complete Request.
Cancel
This requires Port Out: Cancel permission and Port-Out request status = Open or Pending. This action displays a dialog where you are required to enter remarks.
To cancel, click X at the top right. To confirm this action, click Cancel Request.
Entering Port Out Information
When you choose to disconnect a service in Customer Care (initiated from the Services and Features page by selecting a Service, and then selecting Disconnect from the Actions drop down menu), you are redirected to the New Order page in Orders. This page includes a Porting Out checkbox and a Porting To drop down menu with a list of available carriers.
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Note
The Porting To menu is only enabled if Porting Out is selected, at which point a carrier must be selected in order to proceed.