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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>First rule of dealing with carriers is that there is no such
thing as easy! Second rule is never give them more information than they need
to know, so if you are calling with the customer don't give them anymore
information than "We're calling to get a copy of the CSR." If they
ask why you need it, then tell them you are auditing their services. >From my
experience, anytime you say something about another carrier, you give them a reason
not to be cooperative OR it confuses them! <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Mary Lou Carey<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>BackUP Telecom Consulting<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>marylou@backuptelecom.com <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Office: 615-791-9969 x 2001<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
voiceops-bounces@voiceops.org [mailto:voiceops-bounces@voiceops.org] <b>On
Behalf Of </b>Carlos Alvarez<br>
<b>Sent:</b> Tuesday, December 11, 2012 3:59 PM<br>
<b>To:</b> voiceops@voiceops.org<br>
<b>Subject:</b> Re: [VoiceOps] CSR Request?<o:p></o:p></span></p>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>On Tue, Dec 11, 2012 at 2:24 PM, Mary Lou Carey <<a
href="mailto:marylou@backuptelecom.com" target="_blank">marylou@backuptelecom.com</a>>
wrote:<o:p></o:p></p>
<div>
<blockquote style='border:none;border-left:solid #CCCCCC 1.0pt;padding:0in 0in 0in 6.0pt;
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<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><o:p> </o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>4.
If all else fails, find the number for billing questions on the customer's
bill and ask the client to be on the call with you so you can request the CSR
be sent. They can refuse to send it to you, but they can't refuse to send it to
their customer so worst case scenario your customer will have to order it and
you'll have to pick up the information from them.</span><o:p></o:p></p>
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</blockquote>
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<p class=MsoNormal><o:p> </o:p></p>
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<div>
<p class=MsoNormal>We regularly have losing carriers tell our customer that
they won't provide CSRs to the customer. Working on just such a situation
right now. The company is Cablevision in NY. It seems like the
cable companies are the worst ones to deal with, Cox is awful too. Maybe
they think they are unregulated?<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
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<div>
<p class=MsoNormal>Here's the actual transcript of the customer service person
talking to the customer:<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Arial","sans-serif";
color:#333333;background:#F7F7F7'>Deshun T.: Hi, my name is Deshun T.. How may
I help you? </span><span style='font-size:9.0pt;font-family:"Arial","sans-serif";
color:#333333'><br>
<span style='background:#F7F7F7'>Eric Bonharme: I wish to port some of my phone
numbers to another carrier. Can you please provide me with a CSR? </span><br>
<span style='background:#F7F7F7'>Deshun T.: If you want to move your phone
number to another provider you contact them and set it up with them and they
contact us for you . </span><br>
<span style='background:#F7F7F7'>Eric Bonharme: No, that's not what I've been
told. This is what my new provider has sent me the following message: </span><br>
<span style='background:#F7F7F7'>Eric Bonharme: Since we are porting in six
numbers, we'll need the existing CSR information for those numbers. If you
would call your existing carrier and tell them you need CSR to provide to your
new carrier for number porting, they will understand that </span><br>
<span style='background:#F7F7F7'>Deshun T.: Iwill double check for you
now </span><br>
<span style='background:#F7F7F7'>Deshun T.: There is a process that the other
provider puts you the person claiming to own the phone numbers and if that is
correct they submit the move. That's with any carrier any where. </span><br>
<span style='background:#F7F7F7'>Deshun T.: If the other provider wants your
phone numbers they do all the work contacting us, once you verify your becoming
their customer, for all your lines. </span><br>
<span style='background:#F7F7F7'>Deshun T.: Is there anything else that I can
assist you with today, Eric? </span><br>
<span style='background:#F7F7F7'>Eric Bonharme: Can you send me a transcript of
this chat? </span><br>
<span style='background:#F7F7F7'>Deshun T.: Sorry I can't but it is documented
on your account for the record.</span></span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
</div>
<p class=MsoNormal>-- <o:p></o:p></p>
<div>
<p class=MsoNormal>Carlos Alvarez<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>TelEvolve<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>602-889-3003<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<p class=MsoNormal><o:p> </o:p></p>
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