New line activation and port-in
How do we activate a new line or port a number in from the store, the web or a call with the identity and credit checks run inside the order, the port details validated, and the line activated in the BSS?
Run one order behind every door with the checks inside it. Callvu prefills the order from the account where one exists (the identity, the credit decision, the plan and the address), takes the new line's details on a secure screen (the device, the plan, the number choice or the port-in details from the losing carrier), chases what the checks need (the identity document, the losing carrier's account number and PIN, the billing name and address exactly as on that account), validates the port request against the losing carrier's record before submission, routes a mismatch, a fraud flag or a credit exception to the order desk in the Decision Desk, submits the port on the one-business-day simple port clock, and writes the activated line and the port status to the BSS, the system of record, with the customer told at each step. Live at AT&T.
Live at AT&TComplex: multi-party handoffsCallvu moves: prefill, chase and verify, decide, write back
Last updated November 7, 2026.
The problem today
The port was rejected three times for a billing name that did not match the losing carrier's record, and the customer's old phone stopped working on the second attempt.
A new line is sold in the store, on the web and on the phone, and each channel runs its own order. The identity check happens in one, the credit check in another, the port details are typed by an agent from a customer reading them off a bill. The port fails on a name mismatch, the activation waits, the device is in the customer's hand with no service. The customer calls, and the next agent starts a new order.
The FCC's local number portability rules make a simple port a one-business-day obligation on both carriers once the request is valid, and the CPNI rules govern what the carrier may use and disclose in the process. A valid port needs the losing carrier's account number, the port-out PIN, the billing name and address as that carrier holds them. The activation needs the identity and the credit decision already made. All of it is data the order can carry.
One order, with the checks inside it and the port validated before submission, is a line that works the day the customer expected.
How it runs
From the requestto the system of record.
A customer orders a new line in the store, on the web, in the app, or on a call, with a new number or a number to port. Callvu opens one order and prefills it.
- Customer
- Confirms identity, chooses the device and the plan, provides the port details and the losing carrier's PIN on a secure screen, and sees the port and activation status.
- Store or contact center agent
- Works the same order on a call or at the counter and sends the customer the link for the secure steps.
- Losing carrier
- Validates and releases the port through the industry porting system.
- Order desk
- Decides port mismatches, fraud flags and credit exceptions in the Decision Desk.
- Callvu
- Prefills, chases, validates the port, runs the checks, routes, submits, activates and writes.
Prefill and take the order
An existing customer's identity, credit decision, plan, address and authorized users are prefilled from the BSS; a new customer's order starts from the account opening process; the device, the plan, the features and the number choice (a new number, or a port-in) are taken on a secure screen in whichever channel the customer is in, with the truth-in-billing disclosures shown before the commitment.
Chase and verify the port details
For a port-in, the losing carrier's account number, the port-out PIN, the billing name and the address exactly as the losing carrier holds them are collected on the customer's secure screen (never read to an agent), and the request is validated against the losing carrier's customer service record where the industry process allows before it is submitted; the identity document is captured where the fraud rules require, and the credit decision is applied from the credit process.
Decide exceptions
A clean order submits by rule; a port validation mismatch, a fraud flag (a velocity rule, a device-financing risk, a mismatched identity), or a credit exception goes to the order desk in the Decision Desk with the order and only the allowed outcomes: correct and resubmit, activate with a new number while the port is corrected, request more verification, or cancel with the reason to the customer.
Submit, activate and write back
The port request is submitted through the porting system with the simple port one-business-day clock tracked, the SIM or eSIM is provisioned, the line is activated on the network at the port completion (or at once with a new number), and the activated line, the port status and the order are written to the BSS, the system of record, with the customer told when the old carrier's service will end and the new line is live.
Where it ends: One order carried the identity, the credit decision and the validated port, the exceptions were decided by a person, and the BSS holds the activated line with the port record. The Decision Trace shows the checks, the port validation and any decision; the Audit Trace shows each party's steps, the submission and the activation 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 store, the web, the app or a call; the customer enters the port details and the PIN on a secure screen sent as a link.
The back office
The order desk sees only mismatches, flags and exceptions; provisioning receives one validated order.
The Decision Desk
- A port mismatch, a fraud flag or a credit exception goes to the order desk in the Decision Desk with the order and only correct and resubmit, activate with a new number, request more verification, 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 Business deployed 84+ processes in 5 weeks, with 34% higher order value.
ATT-05 · Self-asserted · verified 2026-11-05
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
Questions
What buyers ask next,answered plainly.
What does the customer need to port a number?
The losing carrier's account number, the port-out PIN, and the billing name and address exactly as that carrier holds them, entered on a secure screen and validated before the request is submitted.
How long does the port take?
A simple wireless port must complete within one business day of a valid request; the clock is tracked on the order and the customer sees the status.
Can the customer start online and finish in the store?
Yes. It is one order; the store agent sees where the customer stopped and sends the link for the secure steps rather than re-keying.
Related processes
Bring this process, or the one that costs you most.
We build it against your policies and your systems, train your team and stay with you through launch. You are live in weeks.