How carriers enforce FCC port-out, CPNI, unlocking and Safe Connections Act rules while the work runs
Port-outs, PIN resets, unlocks, plan changes and deposits are approved on calls with questions a fraudster can answer, and each channel applies its own checks while the FCC's notification, one-business-day porting and two-business-day separation rules run. Callvu runs each of these twelve telecom processes as one governed process from any door, with the secure authentication, the disclosure, the notice and the clock enforced before the change reaches the BSS, and every check in the Decision Trace and the Audit Trace.
The problem today
Most compliance is checked after the fact.By then, the damage is done.
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.
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.
Device unlock request
The customer was told the phone could not be unlocked 'yet' three times, each time with a different reason and no date.
How Callvu runs it
Twelve telecom processes,from the request to the system of record.
Twelve telecom processes where the rules are enforced while the work runs. Each page names the regulations, the policies, the controls, the clocks and the documents, and what the Decision Trace and the Audit Trace record.
Line 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.
Enforces: Safe Connections Act · FCC line separation rules · FCC CPNI rules as modified for line separations
Complex: multi-party handoffsPort-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.
Enforces: FCC SIM swap and port-out rules and 64.2010, the 2023 Report and Order in WC Docket 21-341) · Local number portability rules · FCC CPNI rules
SimpleDevice unlock request
The unlock request is checked against the unlocking policy and the device unlocked or the reason recorded.
Enforces: CTIA unlocking commitment · FCC unlocking rules and conditions · Device installment agreements and the lost or stolen device rules
SimpleAccessibility and disability service requests
Requests for accessible billing, TTY or relay are captured and set on the account.
Enforces: 21st Century Communications and Video Accessibility Act · Section 255 of the Communications Act and the TTY and real-time text rules · Telecommunications relay services and the accessible billing commitments
Complex: multi-party handoffsDealer and agent onboarding
New dealers submit business documents, sign the agreement and get system access after approval.
Enforces: KYB checks · CPNI, PCI DSS and consumer protection obligations passed to dealers · State licensing, tax and insurance requirements for retailers and agents
Complex: multi-party handoffsCredit check, deposit and spending limit
Applicants below the credit threshold are offered a deposit or limit, with the adverse action notice sent when required.
Enforces: FCRA adverse action notice) · ECOA · Carrier credit policy and the state deposit rules
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.
Enforces: TILA · Trade-in program terms and the state consumer protection rules on conditional credits · Device identification and activation lock rules
Complex: multi-party handoffsGovernment and E-Rate orders
Public sector and school orders carry the required certifications and program forms before activation.
Enforces: FCC E-Rate rules · Federal, state and local procurement rules and the contract vehicles · State tax exemption rules and the government billing requirements
SimplePre-suspension notice and outreach
Customers past due receive the required notice on schedule with a way to pay or arrange before suspension.
Enforces: State PUC notice rules · FCC truth-in-billing rules · TCPA and the consent rules for texts and calls
SimplePlan change and upgrade
Eligibility is checked once, whether the customer starts in the store, app or contact center, and the change is written to the BSS and billing.
Enforces: FCC truth-in-billing rules · State PUC rules · Promotion, device agreement and commitment terms
SimplePhone number change
The customer picks a new number; the old one is released or kept on hold and the change is written to the BSS.
Enforces: FCC CPNI rules · Numbering administration rules and the aging rules · 911 and caller identification rules and the carrier's number change policy
Complex: multi-party handoffsDevice protection claim
The customer files a lost, stolen or damaged device claim, uploads proof and gets a replacement routed through the insurer.
Enforces: State insurance rules · Device blocklist and stolen phone commitments · FCC CPNI rules and the carrier's fraud program
The rules and the clocks
What is enforcedacross these processes.
The regulations below are preloaded in Callvu Studio as policies and applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant. Each one links to the process pages that enforce it.
By role
What changesfor each team.
Compliance
The FCC SIM swap and port-out rules (47 CFR 64.1120(e) and 64.2010(h)), the CPNI rules (47 CFR 64.2010), the Safe Connections Act two-business-day separation, the CTIA unlocking commitment, the FCRA adverse action notice, the TILA closed-end disclosures for installment agreements, Section 255 and the CVAA, and each state's pre-suspension notice rules are applied as steps that run, not lines in a binder. A step that fails a control does not run, so a completed run was compliant. The Decision Trace shows what the six evaluators judged and what the Completion Orchestrator decided; the Audit Trace shows every authentication, notice, disclosure and write with its time.
- Secure authentication recorded by method before every port-out, PIN reset and number change; never a biographical question alone.
- Immediate holder notifications, the one-business-day port interval, the two-business-day separation and the state's suspension floor tracked on the case.
- The adverse action notice, the Reg Z disclosures, the E-Rate funding commitment and the dealer's licenses produced from the records, not rebuilt.
Operations
Agents start the request and see the result; the customer proves identity and sets credentials on a secure screen the agent never sees. The same rule and the same eligibility apply in the store, the app and the contact center, so a plan change, an unlock or a deposit decision is made once and no channel overrides another. Only the flagged line, the frozen credit file, the disputed trade-in or the E-Rate order without its funding letter reaches a person, in the Decision Desk, with the allowed outcomes and the clock visible.
- One record per request from any channel, prefilled from the BSS; no second entry.
- Flagged lines, frozen credit files, contested trade-ins and unlisted accessibility requests routed to the right desk with the evidence attached.
- Unlock decisions, pre-suspension notices and number aging run from the rule, not from the next shift.
IT
Callvu reads the account from the BSS, the CRM and the credit process by API, runs the checks, and writes the change back to the BSS as the system of record, with billing, the eSIM platform, the 911 database and the insurer's or the dealer's systems updated from the same run. Nothing in the stack is replaced: your authentication, fraud tools and contact center platform stay, and Callvu AI or your own AI agent starts the process over MCP under the same enforcement.
- Reads and writes by API and webhook to the BSS, billing, the eSIM platform, the 911 database and the contact center desk.
- Sensitive steps stay on process-controlled screens; credentials, identity and payments never pass through an AI chat.
- The Decision Trace and the Audit Trace pushed to your GRC and BI tools in real time.
Customer experience
The subscriber finishes in one session, in the channel they chose, and is asked once for what the rule requires. A port-out PIN, a plan change, an unlock or an accessibility setting takes effect on the write and every channel reads it. The account holder is told immediately of any change, with a way to stop one they did not request, and a past-due customer can pay or arrange from the notice itself.
- Start online, finish in the store, on the same record, with no repeat questions.
- Eligible plans, the Reg Z disclosures and the first-bill estimate shown before the customer commits.
- Notifications on a channel the ported device does not control, with a stop option.
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 AT&T Business, Callvu worked inside the existing contact center platform with no changes to internal processes.
ATT-03 · Customer-attested · verified 2026-11-02
AT&T Business deployed a secure payment workflow to 55,000 agents in 5 weeks.
ATT-02 · Customer-attested · verified 2026-11-02
Questions
What telecom buyers ask,answered plainly.
How do carriers stop unauthorized port-outs and still meet the one-business-day porting rule?
The port-out PIN is set and shown on a secure screen the agent never sees, after authentication, and the holder is notified of every port request and approves or stops it. A request on a locked or flagged 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 fast must a Safe Connections Act line separation be completed?
Within two business days of the request, with the number kept and the fees the Act prohibits waived. The carrier may require only the verification the Act lists, a statement under penalty of perjury or a court order or a professional's statement, and may never require the account holder's consent or tell them about the request. Callvu runs the separation in a protected channel and keeps the request out of the holder's view.
How Callvu runs it: Line separation under the Safe Connections Act
What are the conditions for unlocking a phone, and how fast must the carrier answer?
Under the CTIA unlocking commitment and the carrier's policy: the device paid in full or the service term complete, the account in good standing, no lost, stolen or fraud flag, and the prepaid period served, with deployed service members an exception. The response is due within two business days of the request. Callvu decides by rule, unlocks an eligible device with the instructions, and schedules the eligibility notice from a denial's date.
Does a wireless carrier have to send an adverse action notice when it requires a deposit?
Yes, whenever a decline, a deposit, a spending limit or less favorable terms rest in whole or in part on the consumer report, under the FCRA. Callvu classifies the credit result under the carrier's tiers, generates the notice with the bureau's details automatically, and sends the Reg B notice within 30 days of a completed application where it applies.
How Callvu runs it: Credit check, deposit and spending limit
What notice must a carrier give before suspending service for non-payment?
The state's notice with the past-due amount and its itemization, the date after which service may be suspended, the dispute and arrangement options and the protections the state provides, delivered the state's minimum period before suspension and never on its prohibited days. Callvu writes the earliest permitted suspension date to the billing system as a floor the suspension process cannot cross, sends reminders only in consented channels under the TCPA, and lets the customer pay or arrange from the notice itself.
What must a customer see before signing a phone installment agreement with a trade-in?
The TILA closed-end credit disclosures under Reg Z before the signature, and the trade-in credit's terms: the return window, the condition requirements and the reversal rule. Callvu shows them on the customer's own screen in the store, the app or from a link, chases the trade-in on the return window, verifies it on receipt against the identifier, and confirms, reduces or reverses the credit by rule with the reason told.
Enforcement runs through the whole telecom handoff
From the request to the system of record, with nobody re-keying.
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