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8x8 Support

How to assign a case to LNP (porting)

Important-Icon.png Currently, due to the complexity of porting cases, LNP is not using the Salesforce Omni-Channel assignment, therefore all cases need to be assigned manually.

Applies To

  • Support Teams
  • Implementation
  • Sales

Lead times for LNP cases

LNP inquiries are usually picked up within a few days of creation/ being assigned to the LNP team. Depending on the case's urgency and LNP's current volume of work it can take up to 10 days to pick up a new case.  

Customer Service Record requests will be picked up within 7 business days of creation/being assigned to the LNP team.

For more details on the port out process please click here - please always share this with our clients.

Procedure

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The LNP team addresses Salesforce cases. The LNP team does not pick up cases from Jira, or other applications. LNP can offer help only if a Salesforce case was created.

 

Please refrain from pinging the LNP Management team for assigning cases, instead, follow the instructions below. The LNP Management team should be contacted for URGENT matters - see the LNP Escalation Path for details.

For manually assigning a port in inquiry case (general questions, VO spoofing requests) to the LNP team please follow these steps:

1. Set Case Owner to:

  • LNP Queue - US  - for US numbers
  • LNP Queue - UK - for EMEA numbers
  • LNP Queue - ANZ - for APAC numbers

2. Case Record Type should be set to Porting Request

3. Category should be set to LNP Issues

4. Choose the appropriate Subcategory:

  • Spoofing
  • Other porting issue

 

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For manually assigning a port out inquiry case (CSR requests, unauthorized port outs, other port out issues) to the LNP team please follow these steps:

1. Set Case Owner to:

  • LNP Queue - US  - for US numbers
  • LNP Queue - UK - for EMEA numbers
  • LNP Queue - ANZ - for APAC numbers

2. Case Record Type should be set to Porting Request

3. Category should be set to Port Outs

4. Choose the appropriate Subcategory:

  • CSR Request
  • Account # / PIN Request (Support can provide this to the client per the LNP Isolation Matrix)
  • Unauthorized Port
  • Port Out issue

 

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For URGENT matters please follow the steps indicated in the LNP Escalation Path article.