Telecom

Starts from any door, authenticates the customer before the change, notifies the account holder and writes the new SIM to the BSS.

Parties: Customer, Care agent, Fraud team, BSS. Rules: FCC SIM swap and port-out rules; FCC CPNI rules (47 CFR 64.2010). Callvu moves: chase and verify, classify, decide, write back. Use case and claims

Authenticates the customer, resets the port-out PIN and releases the port only with the account holder's approval, recorded in the BSS.

Parties: Customer, Care agent, Receiving carrier, Porting team. Rules: FCC SIM swap and port-out rules; Local number portability rules (47 CFR 52); FCC CPNI rules (47 CFR 64.2010). Callvu moves: chase and verify, classify, decide, write back. Use case and claims

Captures the report once, locks the account, verifies the true owner and routes recovery to the fraud team, with every step on the record.

Parties: Customer, Care agent, Fraud team. Rules: FCC CPNI rules (47 CFR 64.2010). Callvu moves: classify, chase and verify, decide, write back. Use case and claims

The customer proves identity on a secure screen, sets a new account PIN and gets the required change notice.

Parties: Customer, BSS. Rules: FCC CPNI rules (47 CFR 64.2010). Callvu moves: chase and verify, write back.

Captures the customer's choice on using their account data for marketing and writes it to the account.

Parties: Customer, BSS. Rules: FCC CPNI rules (47 CFR 64.2010). Callvu moves: prefill, write back.

The victim submits the claim and supporting documents; fraud reviews, closes or reassigns the accounts and clears the balance from collections.

Parties: Claimant, Fraud team, Collections, Credit bureaus. Rules: FCRA dispute rules. Callvu moves: chase and verify, classify, decide, write back.

Orders flagged for fraud risk pause for extra verification and a reviewer decision before activation.

Parties: Applicant, Fraud team, Sales channel. Callvu moves: classify, chase and verify, decide, write back.

Captures the disputed third-party charges, removes them, blocks future ones if asked and records the decision.

Parties: Customer, Billing team. Rules: FCC truth-in-billing rules. Callvu moves: classify, decide, write back.

Legal requests are logged, checked for validity, routed to the compliance team and answered on deadline with an audit record.

Parties: Requesting agency, Compliance team, Legal. Rules: CALEA; Stored Communications Act. Callvu moves: classify, chase and verify, decide, write back.

Each party completes their own part: the current owner releases, the new owner accepts and passes credit, and the change is written to the BSS.

Parties: Current owner, New owner, Care agent, Credit team. Rules: FCC CPNI rules (47 CFR 64.2010). Callvu moves: prefill, chase and verify, decide, write back. Use case and claims

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: Requester, Care agent, Account holder, BSS. Rules: Safe Connections Act; FCC line separation rules (47 CFR 64.6400). Callvu moves: chase and verify, classify, decide, write back. Use case and claims

The account holder adds or removes an authorized user after authentication, and the permission is written to the account.

Parties: Account holder, BSS. Rules: FCC CPNI rules (47 CFR 64.2010). Callvu moves: chase and verify, write back. Use case and claims

The family submits the death certificate; the account is closed or transferred, final bill handled and numbers kept if asked.

Parties: Executor or family, Care agent, Billing team. Callvu moves: chase and verify, classify, decide, write back.

The representative uploads the legal document; it is checked and the access level is written to the account.

Parties: Representative, Care agent, Compliance team. Rules: FCC CPNI rules (47 CFR 64.2010). Callvu moves: chase and verify, decide, write back.

The customer submits the legal name change and proof; the account and billing name are updated.

Parties: Customer, BSS. Callvu moves: chase and verify, write back.

The customer changes billing or service address; the address is validated and written to billing and, for voice lines, the 911 record.

Parties: Customer, BSS. Callvu moves: prefill, chase and verify, write back.

Lines move between accounts with both owners' approval, credit rules applied and billing re-pointed.

Parties: Account owners, Care agent, Credit team, Billing team. Rules: FCC CPNI rules (47 CFR 64.2010). Callvu moves: prefill, chase and verify, decide, write back.

The customer picks a new number; the old one is released or kept on hold and the change is written to the BSS.

Parties: Customer, BSS. Callvu moves: prefill, write back.

Identity and credit checks run inside the order, port details are validated, and the line is activated in the BSS.

Parties: Customer, Sales or care agent, Credit team, Porting team. Rules: Local number portability rules (47 CFR 52); FCC CPNI rules (47 CFR 64.2010). Callvu moves: prefill, chase and verify, decide, write back. Use case and claims

Captures identity, runs credit, shows required disclosures and creates the account once, from store, web or call.

Parties: Applicant, Sales agent, Credit bureau. Rules: FCRA. Callvu moves: prefill, chase and verify, decide, write back.

Applicants below the credit threshold are offered a deposit or limit, with the adverse action notice sent when required.

Parties: Applicant, Credit team. Rules: FCRA adverse action notice; ECOA (Reg B). Callvu moves: classify, decide, write back.

The customer activates an eSIM after authentication and the profile is provisioned and written to the line.

Parties: Customer, BSS. Rules: FCC SIM swap and port-out rules. Callvu moves: chase and verify, write back.

Device eligibility is checked by IMEI, the SIM or eSIM is issued and the line activated.

Parties: Customer, BSS. Callvu moves: prefill, chase and verify, write back.

Orders that fail provisioning are classified, the missing data is chased and the order is completed or cancelled on the record.

Parties: Order management, Provisioning team, Customer. Callvu moves: classify, chase and verify, decide, write back.

Serviceability is checked at the address, the plan is chosen, disclosures shown and an installation slot booked.

Parties: Customer, Sales agent, Field operations. Rules: FCC broadband consumer label. Callvu moves: prefill, chase and verify, write back.

The customer applies, eligibility is verified against the national verifier, and the benefit is applied to the account.

Parties: Customer, Eligibility team, National verifier. Rules: FCC Lifeline rules (47 CFR 54). Callvu moves: prefill, chase and verify, decide, write back.

Customers are reminded, recertify on their phone, and those who do not are de-enrolled on the required schedule.

Parties: Customer, Eligibility team. Rules: FCC Lifeline rules (47 CFR 54). Callvu moves: chase and verify, decide, write back.

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.

Parties: Customer, BSS, Billing. Rules: FCC truth-in-billing rules; State PUC rules. Callvu moves: prefill, chase and verify, write back.

Upgrade eligibility, trade-in value and the new agreement are handled in one flow, with the trade-in tracked until received.

Parties: Customer, Sales agent, Trade-in partner. Rules: TILA (Reg Z). Callvu moves: prefill, chase and verify, decide, write back.

International, roaming, data passes and other add-ons are added or removed and written to the line.

Parties: Customer, BSS. Rules: FCC truth-in-billing rules. Callvu moves: prefill, write back.

The customer pauses service for travel, deployment or a lost device; the hold and its end date are written to the BSS.

Parties: Customer, BSS. Callvu moves: prefill, decide, write back.

The service member submits orders; the plan is suspended or cancelled without fees and the record kept.

Parties: Service member, Care agent, Compliance team. Rules: Servicemembers Civil Relief Act. Callvu moves: chase and verify, decide, write back.

Final billing, proration, early termination and retention are handled in one process instead of three teams.

Parties: Customer, Retention team, Billing team. Rules: FCC rules; State ETF rules. Callvu moves: classify, decide, write back.

Retention offers above an agent's limit go to a reviewer with only the allowed choices, and the decision is written to the account.

Parties: Care agent, Retention lead. Callvu moves: decide, write back.

Disclosures are shown and the installment agreement signed on screen, stored with the order.

Parties: Customer, Sales agent, Finance system. Rules: TILA (Reg Z). Callvu moves: prefill, chase and verify, write back. Use case and claims

The customer files a lost, stolen or damaged device claim, uploads proof and gets a replacement routed through the insurer.

Parties: Customer, Device protection partner, Care agent. Rules: State insurance rules. Callvu moves: prefill, chase and verify, decide, write back.

Fault is confirmed, warranty checked, and an exchange or repair order created and tracked to return.

Parties: Customer, Care agent, Repair depot. Callvu moves: classify, chase and verify, decide, write back.

Unreturned modems, routers and set-top boxes are chased on a clock, and the non-return fee applied or waived on the record.

Parties: Customer, Logistics partner, Billing team. Callvu moves: chase and verify, classify, decide, write back.

The device is blocked by IMEI, the line suspended or moved to a replacement, and the report kept.

Parties: Customer, BSS. Callvu moves: chase and verify, write back.

The unlock request is checked against the unlocking policy and the device unlocked or the reason recorded.

Parties: Customer, Device team. Rules: CTIA unlocking commitment. Callvu moves: classify, decide, write back.

The customer pays off the device balance and the agreement is closed and the device released.

Parties: Customer, Finance system. Rules: TILA (Reg Z). Callvu moves: prefill, write back.

The customer pays on a secure screen during the call, so card data never reaches the agent, and the payment posts to billing.

Parties: Customer, Care agent, Payment processor. Rules: PCI DSS. Callvu moves: prefill, chase and verify, write back. Use case and claims

Bill cycle, paperless, bill format and other billing changes are made once and written to billing.

Parties: Customer, Billing. Rules: FCC truth-in-billing rules. Callvu moves: prefill, write back. Use case and claims

The arrangement is offered within policy, confirmed by the customer and written to billing and collections in one flow.

Parties: Customer, Billing, Collections. Callvu moves: prefill, decide, write back. Use case and claims

Disputes are captured with evidence and decided in the Decision Desk, with the reason and approver on the record.

Parties: Customer, Care agent, Billing analyst. Rules: FCC truth-in-billing rules; State PUC complaint rules. Callvu moves: classify, chase and verify, decide, write back.

The customer enrolls or changes autopay on a secure screen, authorizes it, and the mandate is stored.

Parties: Customer, Payment processor. Rules: PCI DSS; NACHA rules; Reg E. Callvu moves: prefill, chase and verify, write back.

Credit balances are refunded after verifying the payee and method, with approval above limits.

Parties: Customer, Billing team. Callvu moves: chase and verify, decide, write back.

Government, nonprofit or business customers upload exemption certificates; they are checked and applied to billing.

Parties: Customer, Tax team, Billing. Rules: State tax exemption rules. Callvu moves: chase and verify, decide, write back.

Customers questioning taxes or surcharges get the line-item explanation and any correction is routed for approval.

Parties: Customer, Billing analyst. Rules: FCC truth-in-billing rules. Callvu moves: classify, decide.

The customer turns third-party billing on or off and the block is written to the account.

Parties: Customer, BSS. Rules: FCC truth-in-billing rules. Callvu moves: prefill, write back.

Required disclosures are shown and recorded first, payment or arrangement captured, and service restored in the BSS.

Parties: Customer, Collections agent, Billing, BSS. Rules: FDCPA where agencies collect; State PUC disconnection rules. Callvu moves: prefill, chase and verify, decide, write back. Use case and claims

Customers past due receive the required notice on schedule with a way to pay or arrange before suspension.

Parties: Customer, Collections. Rules: State PUC notice rules. Callvu moves: classify, write back.

The customer disputes a debt in collections; validation is sent and collection paused until the dispute is closed.

Parties: Customer, Collections, Collection agency. Rules: FDCPA validation rules; FCRA. Callvu moves: classify, chase and verify, decide, write back.

The bankruptcy notice is logged, collection stopped and the account flagged for the legal team.

Parties: Customer or trustee, Collections, Legal. Rules: US Bankruptcy Code automatic stay. Callvu moves: classify, chase and verify, decide, write back.

Prepaid customers top up from any door and the balance posts in real time.

Parties: Customer, Payment processor, Prepaid platform. Rules: PCI DSS. Callvu moves: prefill, write back. Use case and claims

Business verification, credit, authorized contacts and the master agreement are completed by each party and the account is created.

Parties: Business owner, Account manager, Credit team, Legal. Rules: KYB checks. Callvu moves: prefill, chase and verify, decide, write back. Use case and claims

Line, site and device details are collected from the customer's admins, validated and released to provisioning in batches.

Parties: Customer admins, Account manager, Provisioning, Logistics. Callvu moves: prefill, chase and verify, classify, write back.

Changes to rates, term or lines are drafted, approved internally, signed by the customer and written to billing.

Parties: Customer, Account manager, Pricing desk, Legal. Callvu moves: prefill, decide, chase and verify, write back.

Employees leaving a company take their number; each party completes their part and the line moves accounts.

Parties: Employer admin, Employee, Care agent. Rules: FCC CPNI rules (47 CFR 64.2010). Callvu moves: prefill, chase and verify, decide, write back.

Public sector and school orders carry the required certifications and program forms before activation.

Parties: Agency or school, Account manager, Compliance team. Rules: FCC E-Rate rules. Callvu moves: chase and verify, decide, write back.

Site survey, access data and the letter of authority are collected before the circuit order goes to provisioning.

Parties: Customer IT, Sales engineer, Provisioning, Field operations. Callvu moves: prefill, chase and verify, classify, write back.

Multi-number business ports collect the signed letter of authority and the customer service record before submission.

Parties: Customer, Porting team, Losing carrier. Rules: Local number portability rules (47 CFR 52). Callvu moves: chase and verify, classify, write back.

The appointment is booked, access and safety details confirmed, a technician dispatched, the work signed off by the customer on site and the result written to the BSS and field system.

Parties: Customer, Scheduler, Field technician, Dispatch, BSS. Rules: OSHA job site rules where they apply. Callvu moves: prefill, chase and verify, classify, decide, write back.

The fault is captured once with guided tests; unresolved issues become a repair ticket with the evidence attached.

Parties: Customer, Tech support, Field operations. Callvu moves: prefill, classify, chase and verify, write back.

The customer reschedules or cancels the visit and the slot is freed in the field system.

Parties: Customer, Field system. Callvu moves: prefill, write back.

Renters' and multi-dwelling installs collect the owner's signed permission before work starts.

Parties: Tenant, Property owner, Field operations. Callvu moves: chase and verify, decide, write back.

The customer reports damage from a technician visit; photos and the job record go to a reviewer for a decision.

Parties: Customer, Field supervisor, Claims team. Callvu moves: chase and verify, classify, decide, write back.

Customers affected by an outage get the credit by rule; exceptions go to a reviewer.

Parties: Customer, Billing. Rules: State PUC outage credit rules. Callvu moves: classify, decide, write back.

Customers with VoIP or Wi-Fi calling register and confirm their dispatchable location, written to the 911 database.

Parties: Customer, 911 database. Rules: RAY BAUM'S Act dispatchable location; Kari's Law. Callvu moves: prefill, chase and verify, write back.

Requests for accessible billing, TTY or relay are captured and set on the account.

Parties: Customer, Accessibility team. Rules: 21st Century Communications and Video Accessibility Act. Callvu moves: prefill, write back.

Complaints forwarded by the FCC or state PUC are logged, investigated and answered within the deadline with evidence.

Parties: Regulator, Customer, Executive response team. Rules: FCC informal complaint rules (47 CFR 1.717); State PUC complaint rules. Callvu moves: classify, chase and verify, decide, write back.

Marketing preferences and do-not-call requests are captured and enforced across channels.

Parties: Customer, Marketing systems. Rules: TCPA; CPNI opt-out. Callvu moves: prefill, write back.

Privacy requests are verified, fulfilled across systems and answered on the legal clock.

Parties: Customer, Privacy team, System owners. Rules: CCPA and state privacy laws. Callvu moves: chase and verify, classify, decide, write back.

New dealers submit business documents, sign the agreement and get system access after approval.

Parties: Dealer, Channel manager, Legal, IT access. Rules: KYB checks. Callvu moves: prefill, chase and verify, decide, write back.

Dealers dispute commissions with order evidence; the channel team decides and the adjustment posts.

Parties: Dealer, Channel operations, Finance. Callvu moves: classify, chase and verify, decide, write back.

Orders and ports pass between the MVNO and the host network with each side's data validated before submission.

Parties: MVNO, Host network, Porting team. Rules: Local number portability rules (47 CFR 52). Callvu moves: prefill, chase and verify, classify, write back.

Site access, lease and landlord approvals are collected and tracked before work is scheduled.

Parties: Landlord, Real estate team, Network engineering. Callvu moves: chase and verify, decide, write back.

New hires complete HR paperwork, training attestations and system access requests in one process.

Parties: New hire, HR, IT access, Manager. Rules: I-9 employment verification. Callvu moves: prefill, chase and verify, decide, write back.