CPNI consent and opt-out
How do we capture a customer's CPNI consent or opt-out on the use of their account data for marketing, and write the choice to the account so every channel honors it?
Make the choice a record the systems read, not a letter the customer may not have seen. Callvu prefills the customer's current CPNI status and the services they hold, presents the notice with the content the rules require (what customer proprietary network information is, how the carrier wants to use it, the right to refuse and that refusal does not affect service, how to change the choice at any time), captures the opt-in or the opt-out on a secure screen in the channel the customer is in (the app, the website, a call with a link, a store) with the authentication the rules require for account access, writes the choice with its date and method to the account in the BSS, the system of record, so the marketing and the sales systems honor it from that moment, and confirms it to the customer. Live at AT&T.
Live at AT&TSimpleCallvu moves: prefill, write back
Last updated November 7, 2026.
The problem today
The opt-out came in by letter, was keyed a month later, and the customer received two more campaigns and a complaint number from the FCC.
The CPNI rules let a carrier use account data (the services, the usage, the call patterns) to market other services only with the customer's approval under the opt-in or opt-out regime the rules set for each use. The notice goes out in a bill insert; the choice comes back by mail or a call; the record of the choice lives in a flag that the marketing systems read on their own schedule. The customer who opted out keeps being marketed to, and the compliance certification the carrier files each year rests on a process it cannot fully show.
The rules set the content of the notice, the opt-out waiting period before use, the methods the customer may use to respond, the record-keeping of the approvals, the annual compliance certificate and the training. A choice captured on a secure screen after authentication and written to the account at once, with every channel reading it, is a choice the certificate can stand on.
The choice is the customer's; the record is the carrier's obligation.
How it runs
From the requestto the system of record.
A customer is presented the CPNI notice (at account opening, on the periodic notice cycle, or on request) or asks to change their choice in any channel. Callvu opens the consent on the account.
- Customer (the account holder)
- Reads the notice, makes the choice on a secure screen after authentication, and receives the confirmation.
- Agent or AI assistant
- Sends the link or presents the screen, and sees the recorded choice, not the credentials.
- Marketing and sales systems
- Read the choice from the account before any use of the data.
- Callvu
- Prefills, presents the notice, authenticates, captures, writes to the BSS and confirms.
Prefill and present the notice
The account's current CPNI status (opted in, opted out, no choice recorded with the waiting period running), the services held and the uses proposed are prefilled; the notice is presented with the required content in plain language: what the information is, the uses the carrier proposes (its own related and unrelated services, affiliates, third parties where the regime requires opt-in), the right to refuse with no effect on service, how long the choice lasts and how to change it.
Authenticate and capture
The customer authenticates at the level the rules require for account access (the app's authentication, a one-time passcode, or the account PIN on a secure screen) and records the choice for each use the regime distinguishes (opt-out for the carrier's own related services, opt-in for affiliates and third parties and for unrelated services) with the date and the method; an authorized user may not make the choice for the account holder.
Write back
The choice with its date, the method and the notice version is written to the account in the BSS, the system of record, and published to the marketing, the sales and the AI assistant systems so no use of the data for marketing starts (or continues) against it; for a customer with no recorded choice under the opt-out regime, the waiting period from the notice is tracked before any use.
Confirm and retain
The customer receives a confirmation of the choice in their channel, the record of the notice and the choice is retained for the period the rules require, and the records feed the annual compliance certificate and the training evidence.
Where it ends: The customer made an informed choice after authentication, the account holds it with its date, every channel reads it from that moment, and the records support the annual certificate. The Decision Trace shows the notice version and the regime applied; the Audit Trace shows the presentation, the authentication, the choice and the write 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.
The handoff
Between the front doorand the back office.
The front door
The app, the website, a call with a link, a store or an AI assistant; the choice on a secure screen after authentication.
The back office
Marketing and sales read the account; compliance files the certificate from the records.
The Decision Desk
- A choice attempted by someone other than the account holder, or a disputed prior choice, goes to the privacy desk in the Decision Desk with the record and only the allowed outcomes; a standard choice needs no reviewer.
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
"Callvu helps us transform how we connect with customers across critical touchpoints. We quickly deployed digital experiences that reduce service volume, improve customer satisfaction and automate low value service tasks. We were able to implement meaningful changes with minimal IT strain or compliance headaches." David C. Williams, AVP Automation, AT&T.
ATT-01 · Customer-attested · verified 2026-11-05
Every run produces a Decision Trace (why each AI action was allowed) and every workflow execution an Audit Trace (the chronological governance record).
ENF-03 · Self-asserted · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
What must the notice say?
What customer proprietary network information is, how the carrier proposes to use it, the customer's right to refuse with no effect on service, how long the choice lasts and how to change it, under the opt-in or opt-out regime for each use.
When does the choice take effect?
Immediately on the write to the account; every marketing, sales and AI assistant system reads it from there, and an opt-out stops campaigns at once.
Who can make the choice?
The account holder, after authentication; an authorized user cannot make it for the account.
Related processes
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