Lumen help
Porting support: LSR portal (SPIDs 7575 and 2896)
Use the LSR portal to port out phone numbers from legacy CenturyLink (QCC) and CenturyTel (SPIDs 7575 and 2896).
Note: The trading partner profile (TPP) form is required to gain access to the LSR portal. The CLEC LNP team will provide your domain, user ID, and password once they process your form.
Trading partner profile form
(Send completed forms to
clec-lnp@lumen.com.)
Contacts for SPID 7575 (formerly CenturyLink QCC) and SPID 2896 (formerly CenturyTel)
| Level | Contact information |
| 1 | CLEC LNP team 8:00AM–5:00PM CT, Monday–Friday Closed weekends and Lumen‑observed holidays |
| 2 | Christian Aguilar, LNP manager 720‑888‑1563 |
| 3 | Corey Curtis, Voice Service Delivery senior manager 918‑547‑4101 |
Note: The CLEC LNP team doesn't provide after‑hours support for port outs. Follow the customer out of service (workback) procedures.
Port order intervals: complex and multiline ports (in business days)
- FOC: 24 hours
- Due dates: 3–5 day interval
- Weekend/holiday porting will be honored with no support
Customer service records (CSRs)
It is important to know that not all TNs have a customer service record (CSR). Lumen will use its best effort to provide CSR information for requests when available. CSR responses will be made available in the LSR portal.
Order processing procedures
Listed below is an example of the steps taken in the port out process for complex, standard due date request. Intervals are not applicable to ICB project port out request.
- Winning carrier completes sale to new end-user, validates CSR, and completes service request forms in LSR portal.
NNSP submits service request to Lumen (day 0).
- Lumen receives and processes the service request.
Lumen provides FOC to NNSP and submits request. Subscription is created at NPAC (day 1).
- Winning carrier receives FOC and sends create message to NPAC to match subscription activity.
Matching subscription activity shows concurrence.
Note: When a subscription is received at the NPAC from either the ONSP or NNSP, the t1 timer (9 business hours) begins. If the NNSP or the ONSP does not match the subscription before the t1 timer expires, then the t2 timer begins and runs 9 business hours.
If there is no matching subscription from the ONSP and the t1 and t2 timers have expired on the NNSPs subscription, the NNSP may activate the port on the due date without concurrence from the ONSP.
The subscription, if not activated, is cancelled by the NPAC after 30 days.
- Lumen sets the 10-digit unconditional trigger no later than 11:59 PM the day before the due date (day 2).
10-digit trigger set (day 2).
- NNSP sends activation to NPAC to port TN on DD/FDT. NPAC broadcast sent to all service providers (day 3).
Broadcast received, number is ported to NNSP. Lumen service order is completed (day 3).
- Service order completed.
- Disconnect and removal of switch translations is completed in Lumen.
Partial port outs
Lumen requests that NNSP places a comment in the Remarks section identifying what action is needed on remaining services.
Expedites
Lumen will consider support of expedited port-out intervals on an individual case basis (via LSR with the expedite field populated) with particular focus on preventing emergency services (911, police, fire, ambulance or medical facilities) from being out of service. However, this does not guarantee that shortened intervals can be met.
Supplement handling
To change due dates or cancel a service request, issue a supplement to your service request.
Note: When a due-date supplement or cancel cannot be submitted due to a system outage, verbal requests will be accepted through the escalation process. Following restoration of the system, submit a supplement for the DD change or cancel.
To determine the correct process for due-date changes and/or cancels, follow the matrix below.
| If a supplement is submitted… | Then… |
| Before 8:00 PM CT on the service request due date | Submit a supplement to your service request to clec‑lnp@lumen.com. |
| After 8:00 PM CT or before 12:00 PM CT the next business day after the service request due date | Submit a supplement your service request to clec‑lnp@lumen.com. (This is considered late notification.) |
| After 12:00 PM CT the next business day after the requested due date | Submit a supplement to your service request to clec‑lnp@lumen.com. (This is considered late notification.) |
| Before 3:00 PM CT, two business days after the requested due date | Submit a supplement to your service request to clec‑lnp@lumen.com. To initiate an escalation, email clec‑lnp@lumen.com. (This is considered late notification.) |
| After 3:00 PM CT, two business days after the requested due date Note: See Failed Port Activities or End‑User Out Of Service (OOS) for additional information. | To initiate an escalation for the late notification, email clec‑lnp@lumen.com. Note: You may still be required to send in a supplement, the representative will advise you if you need a supplement or a new service request. |
| Three or more days after the requested due date Note: See Failed Port Activities or End‑User Out of Service (OOS) for additional information | To initiate an escalation for the late notification, email clec‑lnp@lumen.com. Steps of escalation note: You may still be required to send in a supplement to your service request, the representative will advise you if you need a supplement or a new service request. |
Note: You may contact clec‑lnp@lumen.com at any time concerning your due date change or cancel request.
End user out of service (OOS)
If the end-user is out of service (OOS) and the due date on the service request has passed and you need to restore the Lumen service, you must contact the CLEC LNP team to begin the "workback" process within a 48-hour window past a due date. (If after hours must follow escalation procedures with CLEC LNP team.) If your "workback" request includes a request to cancel future port activity, this request will be handled verbally by the CLEC LNP team and no new service request will be required.
A "workback" occurs when the end-user is OOS and the subscription was never activated at the NPAC. The CLEC LNP representative will request that you either send in a supplement to the existing service request (when appropriate), or a new service request, via the LSR portal, on all requests to restore service for the end user in the Lumen switch, when the request has already been completed and you desire a future port date.
Lumen will begin the restoration process for the end-user's service upon receipt of the service request for future port activity or the verbal request on cancels. Occasionally, a restoral may be needed after the port subscription has been activated, these requests will be handled on an ICB through the same end-user out of service process. Failure to follow this process may result in the non-fatal reject of your "workback" request and delay the restoral.
Directory listings
You are responsible for contacting a listing service and establishing listings for your end users. The end user’s current directory listings will be disconnected.
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