Introduction

Authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification.

• For Digital West customers, send an email to support@digitalwest.com and include the following information:
   
  • Contact Name
     
  • Daytime contact number
     
  • Details of the request

Quick Tips

• These steps are for all markets except California, Oregon, Texas and Washington
   
• Account must be current when adding our company's Regional (LPIC) or LD (PIC) service
   
  • IPIC not used; always set to mirror PIC (LD Service)
     
• Follow CPNI guidelines
   
• Process Third Party Verification (TPV), unless changing the carrier to 0NONE (no carrier)

• Carrier changes take effect within 1 hour of order entry
   
• Note: customers who subscribe to unlimited nationwide calling can make calls to landlines and mobile numbers in Canada, the US Virgin Islands, Puerto Rico, Alaska and Hawaii at no charge!

Resolution Steps

 

1. Create an ICOMS Service Change [UD] with work order type Internal Order
    
2. Go to the Telephony Services [TE] screen to add Service Codes and update LPIC / PIC
    
   • Add Our LPIC / PIC: add the service codes, then click the Carrier's button to add our LPIC / PIC
      
     • Add the customer's PIC Freeze choice with Change Reason CR - Customer Request
        
   • Remove Our LPIC / PIC: Swap to the No LD service codes, then click the Carrier's button to add the correct LPIC / PIC
      
     • Remove the PIC Freeze with Change Reason CR - Customer Request
        
3. On the One Time Charges [OT] screen, add the RSVCTEL OTC for $5.00; waive the fee when adding our company's LPIC / PIC

1. On the Work Order Scheduling [SW] screen, schedule as Office Only and enter through the Order Summary [OS] screen
    
2. Click Completed on the Work Order Check In screen, enter your employee number and hit Enter twice to complete the order