Phone number change
How do we let a customer pick a new phone number, release or hold the old one, and write the change to the BSS with every dependent record updated?
Make the number change a choice with its consequences shown and its dependents updated. Callvu prefills the line, the number and what depends on it (the voicemail, the features, the 911 record, the two-factor registrations the customer should expect to update, the device financing and the plan which do not change), authenticates the holder, presents the available numbers by area and preference from the inventory under the numbering rules, takes the choice and the handling of the old number (release to aging, or hold for the period the policy allows), applies the fee the policy sets where one applies and the free change the policy grants for harassment or fraud, writes the new number to the line in the BSS, the system of record, updates the voicemail, the features and the 911 record, and sends the confirmation with what the customer should update themselves. Live at AT&T.
Live at AT&TSimpleCallvu moves: prefill, write back
Last updated November 7, 2026.
The problem today
The number changed in ten seconds, the voicemail still answered with the old greeting, and the bank's two-factor codes went to a number that now belonged to someone else.
A number change is simple to execute and easy to get wrong: the voicemail, the features, the 911 record and the carrier's own registrations are tied to the old number, and the customer's outside registrations (the bank, the email, the apps) will send codes to whoever receives the old number next. The customer who changed their number to escape harassment needs the old number held, not recycled; the customer who did it for fraud should not be charged.
The numbering rules govern the inventory, the assignment and the aging of released numbers; the CPNI rules govern the authentication and the notice; the 911 rules require the record to follow the line; the carrier's policy sets the fee, the free change cases and the hold period. The change is a choice from the inventory with a set of dependent writes and a checklist for the customer.
A number change that updates the carrier's records and tells the customer what to update themselves is a change that does not become a fraud case.
How it runs
From the requestto the system of record.
The account holder (or an authorized user with line management rights) asks to change a line's number, in the app, the website, the contact center, a store or through an AI assistant. Callvu opens the change on the line.
- Account holder or authorized user
- Authenticates, picks the new number, chooses the old number's handling, and receives the confirmation and the checklist.
- Callvu
- Prefills, authenticates, offers numbers from the inventory, applies the policy, writes to the BSS and the dependent records, and confirms.
Prefill and present the choices
The line, the current number, the plan and the device (which do not change), the voicemail and the features tied to the number, the 911 record for a voice line, and the reason options (a move, harassment or unwanted calls, fraud, a preference) are prefilled; the holder is authenticated with a secure method; the available numbers are presented from the inventory by area code, exchange and preference under the numbering rules (no vanity selection beyond what the policy offers, no numbers in aging).
Choose and set the old number's handling
The customer picks the new number and the handling of the old one: release to the aging pool, or hold on the account for the policy's period (where the change is for harassment or fraud, the hold is applied by rule and the policy's fee is waived); the fee where the policy applies one is shown before confirmation; the consequences are shown in plain terms: the voicemail greeting resets, the features move, the 911 record updates, and the customer's own registrations (the bank, the email, the apps, the contacts) must be updated by them.
Write back
The new number is assigned to the line in the BSS, the system of record, the old number is released to aging or held as chosen, the voicemail box is reset or migrated as the policy allows, the features and the add-ons are re-pointed, the 911 record for the line is updated with the dispatchable location unchanged, the number portability and the caller identification records are updated, and billing shows the change and any fee from the effective moment.
Confirm and notify
The customer receives the confirmation with the new number, the old number's status and the checklist of what to update themselves, and the CPNI change notice goes to the address of record; the change is retained with the reason.
Where it ends: The customer chose a number from the inventory under the rules, the old number was released or held as the case required, the BSS and every dependent record updated at once, and the customer knows what to update themselves. The Decision Trace shows the authentication, the choice and the policy applied; the Audit Trace shows the request, the write, the dependent updates and the notice 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
Any channel; the customer picks the number and the handling on a secure screen.
The back office
No reviewer for a standard change; the account desk sees only a change on a flagged line or a request for a number outside the inventory rules.
The Decision Desk
- A change on a line with an open takeover case or a fraud flag, or a request for a number the inventory rules do not allow, goes to the account desk in the Decision Desk with the request and only apply, apply with a hold, or refuse 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
Callvu reads what the CRM, core or EHR already knows and prefills, so the customer only answers what is missing.
HND-03 · Self-asserted · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
What happens to the old number?
It is released to the aging pool and held out of reassignment for the rules' period, or held on the account for the policy's period; a change for harassment or fraud holds it by rule and waives the fee.
What updates automatically?
The line in the BSS, the voicemail, the features and add-ons, the 911 record, the caller identification and the portability data; the customer updates their own registrations (the bank, the email, the apps) from the checklist.
Can the customer choose the number?
From the inventory by area code, exchange and preference under the numbering rules and the policy's offer; numbers in aging are not offered.
Related processes
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