Account merge and split

How do we move lines between accounts in a merge or a split with both owners' approval, the credit rules applied and billing re-pointed?

Treat the merge or the split as a change both owners approve on their own parts. When accounts are to be combined (a couple joining plans, a family consolidating) or split (a household separating, a business carving out lines), Callvu prefills both accounts (the lines, the plans, the devices and their financing, the balances, the discounts and the contract terms), takes the request from one owner and sends the other their part, authenticates each owner before their approval, classifies each line's move with its consequences (the plan the receiving account must carry, the device balance that moves with the line, the discounts lost or gained, the proration), applies the credit rules for the receiving account, routes a credit limit, a device balance or a disputed line to the account desk in the Decision Desk, and writes the moves to the BSS, the system of record, with billing re-pointed from the effective date and both owners notified. Live at AT&T.

Live at AT&TComplex: multi-party handoffsCallvu moves: prefill, chase and verify, decide, write back

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Last updated November 7, 2026.

The problem today

The split was done as a cancellation and a new account, the numbers changed, the device balances were charged twice and the discount vanished.

Today, without Callvu

Moving lines between accounts is a transaction carriers handle badly because the systems were built for one account at a time: a merge becomes a series of transfers with the credit check repeated, a split becomes a cancellation that loses the numbers and the discounts, and the device balances follow the wrong person. Both owners have to agree, and the agent holds the phone to one while the other is unreachable.

The CPNI rules require each account holder to be authenticated before changes to their account and notified of them; the credit rules apply to the receiving account's new exposure; the device financing agreements decide where the balances go; the plans and the discounts have eligibility rules per account. Each line's move is a classification with consequences both owners should see before they approve.

A merge or a split that both owners approved on their own parts, with each line's consequences shown, is one that completes without a second call.

How it runs

From the requestto the system of record.

An account holder asks to merge accounts or to split lines out, in any channel. Callvu opens the change with both accounts.

Account holders (both): Each authenticates and approves the moves on their own part, seeing each line's consequences.
Account desk: Decides credit, device balance and dispute exceptions in the Decision Desk.
Callvu: Prefills both accounts, sends each part, authenticates, classifies, applies credit, routes, writes to the BSS and re-points billing.

Prefill and classify
Both accounts are prefilled (the lines and the numbers, the users, the plans and the add-ons, the devices and their financing balances, the account balances and the autopay, the discounts and the promotions with their eligibility, the contract terms); the requested moves are classified line by line: the plan the receiving account carries or must add, the device balance that moves with the line or stays with the financing obligor, the discounts lost or gained on each side, the proration and the effective date, and the credit exposure the receiving account takes on.
Chase and verify both owners
The requesting owner's part shows the moves and the consequences; the other owner receives their part with the same view for their lines; each authenticates with a secure method and approves or declines line by line on their own phone, and each is chased on the clock; a SIM change or a port on a moving line is held during the change.
Decide
Moves both owners approved within the credit rules and the plan rules proceed by rule; a receiving account that exceeds its credit limit (with a deposit or a limit offer through the credit process), a device balance the financing agreement does not allow to move, a discount that cannot be preserved, a disputed line (one owner approves, the other declines), or a flagged account goes to the account desk in the Decision Desk with both parts and only the allowed outcomes (complete, complete with a deposit or a payoff, complete the undisputed lines only, or cancel with the reason to both).
Write back and notify
The lines move between the accounts in the BSS, the system of record, with the numbers kept, the plans and the add-ons set, the device financing assigned as decided, the discounts applied as the rules allow, billing re-pointed from the effective date with the proration on both accounts, the empty account closed where a merge leaves one, and both owners receive the confirmation and the CPNI change notices.

Where it ends: Both owners approved each line's move on their own part with the consequences shown, the credit and the device rules were applied, exceptions were decided by the account desk, and the BSS holds the moves with billing re-pointed and both owners told. The Decision Trace shows the classification, the authentications, the credit result and any decision; the Audit Trace shows each approval, the chases and the writes with time.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, 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.

Regulations

FCC CPNI rules (47 CFR 64.2010): Each account holder must be authenticated before changes to their account, and each must be notified immediately of the account changes at their address of record; the disclosure of one account's line details to the other owner rests on that owner's authenticated approval, and the records of the authentications are kept.
FCRA (15 USC 1681b and 1681m) and the carrier's credit policy for the receiving account: The receiving account's new exposure (the lines and the device balances) is assessed under the credit policy, which may require a new consumer report with a permissible purpose; a deposit or a limit based on the report carries the adverse action notice through the credit process.
Device financing agreements under TILA (Reg Z) and the plan and promotion terms: The installment agreement sets whether a device balance may move to a new obligor (with a new agreement and disclosures) or must be paid off; the plans and the promotions have per-account eligibility and the terms the merge or the split must honor, with the proration rules on the effective date.

Company policies

Both owners authenticate and approve on their own parts, line by line, with the consequences shown; nobody holds the phone for the other.
Numbers are kept on every move; a split is never a cancellation.
Credit, device balance and discount rules are applied before the move; the account desk decides the exceptions.
The BSS is the system of record for the lines and the accounts; billing is re-pointed from the effective date on both.

Controls

Prefill of both accounts.
Line-by-line classification with consequences.
Separate parts with authentication and approval.
Hold on SIM and port changes during the move.
Credit rules and Decision Desk for exceptions.
BSS moves with numbers kept, billing re-point, closure and notices.

Clocks and deadlines

Approvals: Each owner chased on the policy's schedule; the change expires if a part is not completed in the window, with both told.
Effective date: The date both parts are complete and the decision is made, with the proration from it.
Change notices: Immediately on the moves, to each owner's address of record.

Documents and checks

Both accounts as prefilled
The line-by-line classification
Each owner's authentication and approvals
The credit result and any decision
The BSS moves, the billing re-point and the notices

In the Decision Trace

The classification of each move.
The authentications and the approvals.
The credit result and any decision with the person.

In the Audit Trace

Each part's completion with time.
Each chase.
The moves, the re-point and the notices with time.

The handoff

Between the front doorand the back office.

The front door

Either owner in any channel; each approves on their own phone from a link.

The back office

The account desk decides only exceptions; the BSS and billing run from the approved moves.

The Decision Desk

A credit limit exceeded, a device balance that cannot move, a discount that cannot be preserved, a disputed line or a flagged account goes to the account desk in the Decision Desk with both parts and only complete, complete with a deposit or payoff, complete the undisputed lines, or cancel with the reason.

Proof

Live at AT&T.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 Business, Callvu worked inside the existing contact center platform with no changes to internal processes.

ATT-03 · Customer-attested · verified 2026-11-02

Questions

What buyers ask next,answered plainly.

Do both owners have to approve?

Yes, each on their own part, authenticated, line by line, with each line's plan, device and billing consequences shown before they approve.

What happens to the device balances?

The financing agreement decides: a balance moves with the line to a new obligor with a new agreement where allowed, or stays with the original obligor or is paid off; the account desk decides where the agreement does not allow the move.

Do the numbers change in a split?

No. A split moves the lines with their numbers to the new account; it is never done as a cancellation and a new order.

Related processes

Transfer of billing responsibility (TOBR)Line separation under the Safe Connections Act Credit check, deposit and spending limit Phone number change Compared with the alternatives Try it in the sandbox All telecom processes

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