CONFIDENTIAL

TelephonyTelephony

Business Sales Coordinator Training

May, 2008

CONFIDENTIAL

Directory Listings

To establish or change a directory listing, customer must provide: Listed Name Listed Address Yellow Page Heading Code (YPH) Standard Industry Code (SIC)

Straight Line listing Single line

Includes Name, address & phone number

Used for Residential or Business listings

Doe, John 1234 Main St ………706-364-1234

Straight Line Indent A straight line listing with an indented additional listing beneath

Typically used for residential accounts

Doe, John 1234 Main St ………706-364-1234

fax line ………………………706-364-5678

Caption Listings: Same information as above & also the Caption Heading that the listing should follow Wachovia

Main Office ……1234 Main St…………… 706-364-1235Martinez Branch ……5678 Central Av…… 706-364-5678

CONFIDENTIAL

Directory Listings

Directory Publication Dates:

Directory publishers annually post dates that their publications close & dates of delivery

BOC – Business Office Close Date

Delivery Start Date

Delivery Complete Date

Available on the Intranet: http://www.knology.com/productmanagement/imported%20documents/dir_print_dates.doc

CONFIDENTIAL

Toll Free Service OrdersInstall / Add Phone - Toll Free Knology Number

Task Description Workgroup Responsible

Check Order Accuracy QC Specialist

Assign Number in Switch Switching

Billing Required for Toll Free Number

Telephony Coordinator

Check In--Close Work Order Telephony Coordinator

Toll Free Work Telephony Coordinator

Install / Add Phone – Toll Free Ported

Task Description Workgroup Responsible

Check Order Accuracy QC Specialist

Toll Free Work Telephony Coordinator

Assign Number in Switch Switching

Billing Required for Toll Free Number

Telephony Coordinator

Check In--Close Work Order Telephony Coordinator

Toll Free Work Telephony Coordinator

CONFIDENTIAL

Telephony’s Role in the Toll Free Process

• Transmit Provided Documentation to Deltacom

• Complete bill copy

• RESPORG form

• Authorized signature within 30 days of the port date

• Receive updates from Deltacom

• Rejections & SMS Ownership change (Date Deltacom redirects traffic)

• Notate in Customer Care

• Advise BCC via Clarify if issues arise

• Update Billing

• Verify port completion

• Make test calls

• Establish listing if requested

•Documentation for Follow-up

• Scratch Pad• SMS ownership change (Date Deltacom redirects traffic)• Any porting rejections• Test Calls conducted & outcome

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•A customer may chose a toll free number such as: XXX-888-xxxx or XXX-xxx-CARS

•Procedure:

• Create a Clarify Case with the customer’s requested last four digits & dispatch to Telephony

• Telephony will contact the Deltacom for research of availability• Case notes updated & case dispatched to BCC queue with a response on

availability

• Once the customer confirms if they do want the number, update the case & return to Telephony

• Telephony notifies Deltacom to add the number to our account

Vanity Requests require a Install Add Phone Toll Free-Ported service order.

Toll Free Vanity Requests

CONFIDENTIAL

Porting

Porting from Multiple carriers CLEC Porting Information available on the Intranet:

http://www.knology.com/productmanagement/imported%20documents/porting_carrier_info.xls

– Provides a list of carriers we are set up to port from

– Time requirements for obtaining an FOC

– Information on obtaining a CSR (in the event that the customer can’t provide a complete bill copy)

– Length of FOC validity by carrier

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Complex Ports

AT&T:

AT&T requires porting of certain types of service to be project managed. These require approval from the AT&T PM & manual processing.

– Schedule 30 days out

Common service types considered complex by AT&T:– PBX (<50 lines)– Centrex – ISDN/PRI – DID – Complete list of complex indicators:

http://wholesale.att.com/reference_library/guides/other_guides/apmig001/index.htm

Non-AT&T:

Port requests from any non- AT&T carrier greater than 50 lines requires:

Schedule 15 days out

Manual processing

CONFIDENTIAL

Porting Options

1. Full Migration – FOC is obtained for all numbers listed on the CSR

• All numbers should be activated in SOA at the same time.

2. Port Disconnect—Knology can request that the original carrier disconnect additional number(s)

• Knology never  gains ownership of these numbers

• Losing carrier disconnects the identified numbers at the time we port the other numbers

• Cannot port disconnect numbers from a CSR we aren’t porting from.

3. Partial port—FOC is obtained for the requested numbers

• Additional numbers on the CSR remain active with the current carrier

• The customer can request to disconnect additional numbers with the losing carrier after our port is completed