How carriers hand off activations, ports, disputes and site approvals to the back office
A new account, a port-in, a corporate-to-personal transfer, a debt dispute or a regulator complaint starts in the store, the app, the contact center or the regulator's portal and then waits on re-keying, a second call with the other party, and a credit, fraud or legal decision made in an inbox. Callvu runs the handoff end to end for these twelve telecom processes: it prefills from the BSS, classifies the request, chases each party on a clock, routes only the exception to the right desk in the Decision Desk, and writes the result to the BSS and billing once.
The problem today
The front door got faster.The back office did not.
Port-out request and PIN reset
The port-out PIN was read to a caller who knew the account number, and the number left the network before the victim's phone went dark.
Line separation under the Safe Connections Act
The survivor was told the primary account holder would have to approve the change, which is the one person the law says must not know.
Home internet and TV order
The customer ordered a speed tier the street could not deliver, saw no label, and the technician arrived to a locked building without the landlord's permission.
How Callvu runs it
Twelve telecom processes,from the request to the system of record.
Twelve telecom handoffs run end to end: prefill, classify, chase and verify, decide, write back. Each page names the parties, the front door, what the back office receives and the decisions that go to the Decision Desk.
Port-out request and PIN reset
Authenticates the customer, resets the port-out PIN and releases the port only with the account holder's approval, recorded in the BSS.
Parties: Account holder, Contact center or store agent, Gaining carrier, Fraud desk
Complex: multi-party handoffsLine separation under the Safe Connections Act
A survivor's line is separated from a shared account within the required time, with the requester's details kept from the account holder.
Parties: Survivor (the requester), Specialist desk
Complex: multi-party handoffsHome internet and TV order
Serviceability is checked at the address, the plan is chosen, disclosures shown and an installation slot booked.
Parties: Customer, Agent, Order desk, Field service
Complex: multi-party handoffsCollection debt dispute
The customer disputes a debt in collections; validation is sent and collection paused until the dispute is closed.
Parties: Customer, Collection agency, Collections desk, Credit bureaus
Complex: multi-party handoffsSite and tower lease approvals
Site access, lease and landlord approvals are collected and tracked before work is scheduled.
Parties: Landlord and tower owner, Permitting and utility bodies, Site acquisition or legal desk, Project manager and crew
Complex: multi-party handoffsNew line activation and port-in
Identity and credit checks run inside the order, port details are validated, and the line is activated in the BSS.
Parties: Customer, Store or contact center agent, Losing carrier, Order desk
Complex: multi-party handoffsRegulator complaint response
Complaints forwarded by the FCC or state PUC are logged, investigated and answered within the deadline with evidence.
Parties: Customer, Operational teams, Regulatory affairs reviewer, Regulator
Complex: multi-party handoffsCorporate liable to individual liable transfer
Employees leaving a company take their number; each party completes their part and the line moves accounts.
Parties: Company administrator, Employee, Credit and account desk
Complex: multi-party handoffsDealer and agent onboarding
New dealers submit business documents, sign the agreement and get system access after approval.
Parties: Dealer principal, Sales or channel manager, Channel management desk
Complex: multi-party handoffsDevice upgrade and trade-in
Upgrade eligibility, trade-in value and the new agreement are handled in one flow, with the trade-in tracked until received.
Parties: Customer, Agent, Device desk and the returns center
Complex: multi-party handoffsNew consumer account opening
Captures identity, runs credit, shows required disclosures and creates the account once, from store, web or call.
Parties: Applicant, Store or contact center agent, Fraud desk
Complex: multi-party handoffsGovernment and E-Rate orders
Public sector and school orders carry the required certifications and program forms before activation.
Parties: Entity's authorized contact, Government sales team, Public sector desk
The rules and the clocks
The rules and clocksthe handoff runs under.
Every handoff runs against the regulation and the deadlines that apply to it. Each rule and each clock links to the process pages where it is enforced.
By role
What changesfor each team.
Compliance
Every handoff step is enforced while it runs: the FCC port-out notifications and the one-business-day simple port, the Safe Connections Act two-business-day separation, the FCRA consent and single credit inquiry with its adverse action notice, the FDCPA validation and the pause on a disputed debt, the thirty-day FCC complaint response, the broadband label at the point of sale and the E-Rate funding commitment before discounted delivery. Who decided, what they saw, what they chose and when is written to the record. The Decision Trace shows the evaluation of each request; the Audit Trace shows every chase, decision and write back in order.
- Credit, fraud, collections, legal and regulatory decisions taken in the Decision Desk with only the allowed outcomes and the approver recorded.
- Collection pauses, validation notices, bureau corrections and regulator responses sent on their clocks from the case.
- The evidence for a regulator, a bureau, a tower owner or a program audit produced from the record, not rebuilt from email.
Operations
The request becomes a unit of work the moment it lands, with its work type, skill and due date, so the order desk, the fraud team, the collections desk and the site team see the week from minute zero. Each party completes their own part on their own phone, the losing carrier's details are validated before the port is submitted, the dealer's documents and the site approvals are chased to their holders, and the trade-in is tracked to receipt. Only the mismatch, the flag, the refusal and the exception reach a person.
- A corporate-to-personal transfer without both parties on the same call, each chased on the policy's schedule.
- Port requests validated against the losing carrier's record before submission; a rejected port corrected the same day.
- Crews scheduled only when every landlord, tower owner and permit approval is in; the readiness gate releases the work order, not the calendar.
IT
Callvu prefills from the BSS, the CRM and the credit process, submits the port, the field appointment, the agency pause or the regulator's response through their channels, and writes one validated order, account or adjustment back to the BSS and billing by API. The contact center platform, the field system, the site management system and the collections system stay as they are; Callvu runs on top of them, and an AI agent can start any of these processes over MCP.
- One write to the BSS per request, with billing re-pointed and the agency, the bureaus and the field system updated from the same record.
- Identity, signatures and payments on process-controlled screens, never in the chat.
- The back office report and the two traces available through the Analytics API for your BI and workforce tools.
Customer experience
The customer finishes in one session, in the channel they chose, and is never asked to repeat what another channel already took. A port-in started online finishes in the store on the same order; a disputed debt pauses collection at once; a survivor's line is separated within two business days without the account holder knowing. Each party sees the status of their own part and the result when it is written.
- Start in the app, finish in the store, with the agent sending a link rather than re-keying.
- Documents, proof and signatures uploaded once from the customer's phone.
- The broadband label, the installation window and the first-bill terms confirmed in writing before the order is placed.
Proof
In production in telecom.Published results only.
Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.
AT&T runs close to 100 processes on Callvu, including transfers of billing responsibility, port-outs, line separations, SIM changes, activations, payment arrangements, billing, prepaid and top-ups, collections, account takeover reports, authorized user changes, device financing agreements and business account onboarding.
TEL-02 · Self-asserted · verified 2026-11-05
AT&T Business deployed 84+ processes in 5 weeks, with 34% higher order value.
ATT-05 · Self-asserted · verified 2026-11-05
At AT&T, Callvu cut payment abandonment from 40% to 8% and handle time by 23%, and put 12 workflows live in 6 weeks.
ATT-06 · Self-asserted · verified 2026-11-05
Questions
What telecom buyers ask,answered plainly.
Can a number be ported out without the account holder's approval?
No. The holder is notified immediately of every PIN change and port request through a channel other than the device being ported, and approves or stops it; a flagged or locked line waits for the fraud desk and is never released by timeout. A valid, approved simple port completes within one business day under 47 CFR 52.
How do carriers run a Safe Connections Act line separation without the account holder finding out?
The request runs in a protected channel the holder cannot see, with only the verification the Act lists (a statement under penalty of perjury, or a court order, police report or professional's statement) and no fee. The line is separated within two business days, the number kept and the new account's credentials set through a path the holder cannot reach, and the request records are deleted after the rules' retention period.
How Callvu runs it: Line separation under the Safe Connections Act
Why do wireless number ports get rejected, and how do we prevent it?
Most rejections are a billing name, address or account number that does not match the losing carrier's record. Callvu takes the port details from the customer on a secure screen, validates them against the losing carrier's record before submission, corrects a rejected request the same day, and tracks the one-business-day simple port clock on the order.
What happens the moment a customer disputes a debt in collections?
Collection activity and the agency's communications pause through the collections system, the credit reporting is marked as disputed, and the validation notice with its itemization goes out within five days of the agency's initial communication under the FDCPA. The collections desk decides with the evidence, and the furnisher investigation completes within the FCRA's 30 days.
How long does a carrier have to answer an FCC or state commission complaint?
Thirty days from the FCC's forwarding date for an informal complaint, to the complainant and the Commission, and the state's own period for a commission complaint. Callvu puts the deadline on the case from receipt, collects the facts from the operational teams through links, and protects the account from disconnection where the state requires while the complaint is open. The regulatory affairs reviewer approves the response in the Decision Desk with the record and the deadline in view.
How does a leaving employee's line move to a personal account without both parties on the same call?
The company's authenticated administrator releases the line, chooses the device balance terms and signs the release on their own screen; the employee authenticates, opens or confirms a consumer account, chooses the plan and accepts the terms on theirs. Callvu chases whichever party has an open step and routes a device balance without agreed terms or a credit decision outside the rules to the credit and account desk. The line moves in the BSS on the effective date both parties accepted, with billing re-pointed from it.
How Callvu runs it: Corporate liable to individual liable transfer
Every step of the telecom handoff is enforced at runtime
Six AI agent evaluators check each step against the regulation and your own policies before it runs.
Bring your messiest handoff
We build it against your policies and the telecom systems you already run, train your team and stay with you through launch. You are live in weeks.