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8x8 Support

LNP Standard Operating Procedure (SOP)

Objective

The Line Number Porting (LNP) Center of Excellence enables consumers to transfer their existing telephone number (traditional or Internet-based) from one phone service provider to another. With 8x8 Internet Phone Service, the consumer can request that their number be "ported" free of charge at any time during the initial order process or even after they have become an 8x8 subscriber, as long as they maintain phone service for the number they want to transfer.

Scope

Provide a world class porting experience to 8x8 customers. The porting agents are responsible for submitting port requests on behalf of our customers, and for addressing any issues that prevent the port requests from completing as per the customers’ instructions.

If a port request is rejected by the customer’s current service provider due to information mismatch, the LNP agent is responsible for reaching out to the customer or project manager, requesting the correct information and resubmitting the port request to 8x8’s underlying carrier.

If a port request does not complete due to an internal technical issue, the LNP agent is responsible for escalating the issue to the appropriate technical department (Tier 3, NOC). 

To find out more about LNP's activity, capabilities and limitations please click here.

Definitions

LNP - Line Number Porting/Local Number Porting

LNP PC – LNP Project Coordinator

LNP Project – (a) port request for 50 numbers or more at once, (b) porting 30 total numbers with 2 or more carriers when each carrier has more than 10 numbers and the port needs to happen at the same time, (c) porting more than 30 total numbers with more than 10 of those numbers in different prefixes or service addresses and the port needs to happen at the same time -  for details click here.

Mapping document – document provided by the customer containing information needed for porting projects - for details click here.

Managed porting - service that allows business administrators to get assistance in porting numbers and handling any issues that may occur in the number porting process - for details click here.

LOA – Letter of Authority, a signed document provided by the customer that empowers the LNP agent to submit a port request on the customer’s behalf - for details click here.

NOC – Network Operations Center

Tier 3 – Global Application Support

PM - Project Manager Enterprise

SDC – Service Delivery Consultant

IMP - Project Manager Commercial

CSR - Customer Service Record (document used for porting out)

DMW - DID Management Web (tool used by LNP presenting the port in request information imported from Admin Console) - for details click here.

LNP Cases

The LNP team addresses Salesforce cases.

The LNP team does not pick up cases from Jira, or other applications.

To learn more about how to create an LNP SF case please click here.

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Due to the complexity of porting cases, LNP is not currently using the Omni-Channel assignment, therefore all cases need to be assigned manually.

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 porting inquiry case (port submission, port rejections, port cancellation, post-porting issues) to the LNP team please set the Salesforce Case Owner to the following queue:

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

clipboard_ece1d989e10e1c1f495f60c84b2896447.png

 

For manually assigning a Customer Service Record request (used for porting out) to the LNP team please ensure that:

  • The case Owner is set to Customer Support
  • The Case Record Type is set to Service
  • The Provider Group is set to Number Transfer - US or Number Transfer - UK
  • In the case's Subject line include key words like CSR, Customer Service Record, Port out, Pin

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For any other LNP issues (inquiries, Admin Console spoofing, possible SLAMs):

  • The case Owner is set to Customer Support
  • The Case Record Type is set to Service
  • The Provider Group is set to Number Transfer - US
  • In the case's Subject line include key words like General info, VO spoofing request, Unauthorized port out (SLAM)

To learn how clients can check the status of their porting request click here.

LNP applications and tools

The main applications and tools used by the LNP team are:

  • Salesforce: used for picking up cases and our main communication channel with our clients

  • DMW - used for reviewing and completing porting cases -  for details click here.

  • Our carriers’ porting portal - used for submitting the port request on behalf of our customer - click here to see an example

  • Ops Tools - used for checking number routing post-porting - for details click here.
     
  • TAP Tools - used for creating CSR’s - for details click here.

Roles & Responsibilities

Director Global Number Porting – Leads the global porting team.

Senior Manager Global LNP Operations – Primarily responsible for geographic locations i.e. ANZ, RO, UK, US and the teams that reside in those regions, ensuring alignment within the locations and globally and/or managing multiple teams in a given specialism. Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives. Establishes and assures adherence to budgets, schedules, work plans, and performance requirements. Managing high visibility escalations, ensuring updates to the customer and business are maintained whilst ensuring the correct allocation of resources.

LNP Regional Team Manager – an expert in the porting field with a solid understanding of the business and proven people management skills. Assigns the workload to agents, creates internal procedures, acting as a primary point of escalation for internal and external agents. Assists the Senior Manager with recruitment and people development: oversees agents’ onboarding and training, consistently monitors the agents’ performance, provides coaching regularly, conducts team huddles. Manages client escalations confidently, can engage with the customer as a de facto leader of the organization - even if the topical matter is more directly tied to other product lines or other departments (or business initiatives where the individual isn't knowledgeable).

LNP Project Coordinator (LNP PC) – responsible for addressing porting projects. Works closely with the PM, Implementation Rep and  SDCs to ensure a smooth porting experience for 8x8’s customers. Responsible for gathering all the necessary documents from the customer (mapping document, LOA, etc.), submitting the porting project with 8x8’s underlying carriers, and addressing any port rejection preventing the port from completing as per customer’s instructions. Acts as a point of contact for customers.

Senior LNP Project Coordinator - a seasoned PC (minimum 24 months) with a wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.  Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors, exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results, networks with key contacts outside one's own area of expertise. Determines methods and procedures on new assignments. Serves as a mentor to the new joiners, assists with internal training.

LNP Specialist - responsible for addressing porting cases (non-project ports). Submits customers’ port requests with 8x8’s underlying carriers, and addresses any rejection preventing the port requests from completing as per the customer’s instructions. Acts as a point of contact for the customers, handles email, chat, voicemail and call interactions. 

Senior LNP Specialist – a seasoned LNP Specialist (minimum 24 months) who works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors, exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results, networks with key contacts outside one's own area of expertise. Determines methods and procedures on new assignments. Helps the LNP PCs with simple porting projects.

Specific Procedures

Process to be followed after the case is assigned to a LNP agent:

  1. Ownership: after the case is in your name, verify the description and subject of the case to determine if the information is accurate and sufficient for starting the porting troubleshooting.

  1. Verification: check whether the person requesting the port/ inquiring about the port has Admin privileges and whether they can verify the passphrase/ has access to Admin Console. 

  1. Fill out the unpopulated fields in Salesforce and change case status to “In Progress”.

 4. Case Review:

  • Review the case details and history to ensure that the issue presented is well understood and there is no existing duplicate case. Duplicate cases must be closed with a note indicating that the issue will be addressed on the initial case (make a note of the initial case number).
  • Ensure Case Record Type is set appropriately: “Service” (for port out requests, SLAM concerns, etc.), “Porting Request” (for non-project ports) or “LNP” (for projects and managed porting cases)
  • Ensure the issues presented describe LNP-related concerns. If any issue presented can’t be addressed by LNP, create a new case on the customer’s account describing the issue and assign the case to the originator or through the relevant skill set through Omni for further assistance. Where a case has been split you MUST ensure it is communicated to the customer with the new case number is cross-referenced in both the original case and the new case.
  • Submit the port request with 8x8’s underlying carrier
  • Address the port rejection
  • Activate (via DMW) a port request that has been completed by 8x8’s underlying carrier, and then test the ported number via Ops Tools (DID ID function)
  • Create and provide the Customer Service Record for port out requests
  • Address the customer’s LNP-related inquiry

◾Ex: status check, SLAM concerns, general information on the porting process, etc.

  1. Case documentation: create an internal Salesforce post to describe the issue at hand and the action that you took towards addressing it. Refrain from using any acronyms or industry terminology. The post needs to clear, concise and must include the following:

  • The telephone number(s) that you are referring to
  • The carrier’s name and the order number associated with the port request (PON)
  • Issue: clearly describe the situation you are working on

◾Ex: status of the order, reason for failure, SLAM situation

  • Resolution: clearly explain what action you took towards addressing the issue

◾Ex: resubmitted the port request, escalated the situation with the carrier

  • Next steps – who, what, when

   ◾Ex: “I will follow-up with the carrier and the customer on (insert date and time)”

  1. Requesting information from customers: the request for additional information should be clear and specific, and the status of the case must be set to “In Progress” (when a DMW order is attached to the Salesforce case) or “Pending Customer Response” (when no DMW order is attached). 

  1. Client communication: the preferred communication channel with the customer is via emails (through Salesforce), but for pressing matters LNP will reach out to the customer via outbound calls (through VCC) especially for short notice FOC dates. No other means of communication are permitted. The LNP agent will keep the customer engaged and will regularly provide insight into the status of their port request. The LNP Specialists will reach out to the customer every 3 business days (but preferably sooner) regardless of having any updates from the underlying carrier and/or the other parties involved with the porting process – the only exception to this rule will apply to porting projects where the LNP PCs will follow-up with the client every 5 business days, UNLESS they explicitly provide the client with a follow-up date.

  1. Inbound calls from the customer: all inbound calls will be routed via VCC. All the inbound calls should result in a Salesforce post containing a summary of the discussion (to include all the relevant information) – see point 6 on how to document a Salesforce case. 

  1. Calls to the customer: outbound calls must be made via VCC.  All outbound calls should result in a Salesforce post - use the template below:

  • Contact Name called:  Customer Name called
  • Contact Phone Number Dialed: The DID dialed
  • VCC Trans ID: Transaction ID of the call
  • Update: Brief description of the conversation including any outcome or agreement
  1. Porting Lead Times - please be aware that the times provided below are estimates:

  • LNP will pick up any case within 2 business days of its creation/ being assigned to the LNP queue 
  • LNP must strive to comply with the porting lead time as described in this document
  • LNP will follow-up with 8x8’s underlying carriers and with the customer every 3 business days, regardless of having any updates on the porting case – the NUD function in Salesforce must be used. 
  • Customer Service Records (CSRs) will be provided within 7 business days of LNP picking up the request. For details on the port out process click here.
  1. Case Escalation: the main escalation teams for LNP agents upon encountering technical issues post-porting are the Tier 3 Support (GAS) team and the NOC team:

  • Tier 3 Support (GAS) team will help with any port completion issue: temporary number not swapping with the ported in number (unable to complete the DMW order). Please follow these steps to address port completion issues.
  • A preliminary investigation needs to be performed before escalating a case to NOC and afterwards the following steps need to be followed when escalating a Jira to NOC.

13. Customer Escalation: The customer can escalate a case via the “Escalate” option in their 8x8 portal or by having an email sent to lnp-escalations@8x8.com (for internal use only) on their behalf. The LNP Manager must respond to any client escalation within 24 hours.

14. Case Handover: If a LNP agent must hand over a case, they will use the LNP buddy system approved by their team lead/manager to determine who the case must go to.  The LNP agent handing over the work will make sure that their work is documented clearly and thoroughly before passing it to their buddy. 

  1. Case Resolution: The following steps must be taken before resolving any case:

  • If the Salesforce case is associated with a DMW order, close the DMW order first
  • Ensure that all the LNP related issues mentioned on the case have been addressed and resolved accordingly

 16.   Post -porting duties: after receiving the notification from the carrier indicating the number was ported to 8x8, the LNP agent will activate the DMW order associated with the port request and then verify whether the number has been ported correctly by following the instructions in this document. If any issues arise, the LNP agent will reach out to the carrier to confirm that the number was ported successfully, and (if the case) reach out to 8x8’s Tier 3 or NOC team. 

  • All port completes will have a port complete email sent (either auto or manual).

17. Porting VCC in CRM - Mode 1

18. Managed porting/Project porting procedure

19. LNP teams: there are 3 LNP teams located in different regions that handle specific port requests:

  • The US team handles US, Latin America and Canadian ports
  • The LNP CSS (Costa Rica) team handles US and Canadian ports
  • The EMEA team handles UK and EMEA ports
  • The ANZ team handles APAC ports

20.   Hours of operation:

  • The LNP CSS (Costa Rica) team operates M-F, 4:00am - 4:00pm PST
  • The US team operates M-F, 5:00am – 4pm PST
  • The EMEA team operates M-F, 10pm – 4pm PST
  • The ANZ team operates M-F, 4pm – 12am PST 

Escalation Procedures

Additional to the technical escalation procedures described under Case Escalation, other common escalations paths are to the: LNP Regional Team Managers, LNP Senior Management and the 8x8 Account Manager assigned for the client.

The LNP escalation matrix

Please use the following escalation matrix for any LNP-related issues. The steps below must be followed closely - please don’t skip any step.

Any escalation will be addressed within 24 hours.

Upon finishing their shift, LNP Mangers will transfer any ongoing urgent issue to their peers working the next shift, so that a prompt response to the client is ensured. 

Region and Hours

USA 

M-F

7 AM - 7 PM EST

EMEA

M-F

6 AM - 12 AM GMT

UK 

M-F

6 AM - 12 AM GMT

 

LNP Regional Team Manager

Rachel Jonas

lnp-escalations@8x8.com

 

Vanessa Robles

lnp-escalations@8x8.com

 

Mihaela Jurje

lnp-escalations@8x8.com

Alexandra Roch

lnp-escalations@8x8.com

 

Samuel Ashmead

lnp-escalations@8x8.com

 

Mihaela Jurje

lnp-escalations@8x8.com

Alexandra Roch

lnp-escalations@8x8.com

 

Samuel Ashmead

lnp-escalations@8x8.com

 

Mihaela Jurje

lnp-escalations@8x8.com

LNP Senior Manager

Lucian Salonariu

+1 669 268 0134

lucian.salonariu@8x8.com

Lucian Salonariu

+1 669 268 0134

lucian.salonariu@8x8.com

Lucian Salonariu

+1 669 268 0134

lucian.salonariu@8x8.com

LNP Global Director

Emma Miller

+44 333 241 2011

emma.miller@8x8.com

Emma Miller

+44 333 241 2011

emma.miller@8x8.com

Emma Miller

+44 333 241 2011

emma.miller@8x8.com

This is the template to be used by all LNP managers for documenting any escalation in the LNP escalation tracker.

Case.  
Customer.  
Problem statement: Describing the issue (D-sat), root cause. Customer impact.  
Steps taken so far to resolve issue.  
Action Still required:  
Who closed the loop, if not closed yet who is owning until closure?  
Confirm the customer has been called and receiving regular updates.  
Next update due date.  
Responsible manager.  
Mitigation.  

Success Metrics

Maintain QA above 90% (QM measured).
Maintain a C-SAT rate of over 90% and a D-SAT rate of under 4%.

Monthly closed cases average:

>80 cases for LNP Specialists

>35 cases for LNP PCs

Monthly ported lines average:

>160 lines for LNP Specialists

>980 lines for LNP PCs

Escalations (Agent error): <3% of closed cases

How To Contact Us

  • Please see this KB

  • Raise a case via the Customer's 8x8 portal - click here for details.

  • Raise a case via Salesforce: How to Create a Case for LNP  

  • Call 408 675 5141 within business hours (INTERNAL USE ONLY - Do not give out to clients)
     
  • Send an email to the LNP management team at lnp-escalations@8x8.com

For details on how to handle urgent situations, please see the information under “The LNP escalation matrix”.


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