A Customer Service Record (CSR) is a phone carrier’s record of a customer account: who the account belongs to, the service address, the account and billing numbers, and the lines, phone numbers and features on it. Buyers mostly encounter the CSR when moving phone numbers to a new provider. The carrier losing the numbers checks the port request against its CSR, and any mismatch can get the port rejected. A current CSR is also one of the quickest ways to find out what is actually on an old carrier account before replacing POTS lines, PRIs or a phone system.
Not to be confused with a customer service representative, the contact center role also abbreviated CSR.
At a glance
- The CSR is the losing carrier’s record of the account, used to validate number port requests.
- It commonly lists the account holder, service address, account number, billing telephone number, working numbers and features.
- Port requests that do not match the CSR, for example a different business name or suite number, are a common cause of rejections.
- Requesting the CSR early in a migration helps confirm which numbers and lines are on the account.
- Content, format, turnaround and any fees vary by carrier.
What problem it solves
When you move phone numbers from one carrier to another through local number portability, the losing carrier needs a way to confirm the request is legitimate and covers the right numbers. It compares the details on the request, gathered from your letter of authorization, with its own record of the account. That record is the CSR.
For buyers, the CSR solves a second problem: visibility. Older accounts often contain numbers, lines and features nobody remembers, such as a fax line, an alarm line, a block of direct inward dialing (DID) numbers or a feature still being billed. Reviewing the CSR before a migration shows what the carrier thinks you have, so you can decide what to port, what to cancel and what to investigate.
How it works
What it contains. A CSR typically shows the account holder’s name as the carrier has it, the service address, the account number, the billing telephone number (BTN), each working telephone number, and the lines, trunks and features on the account. Some carriers include more, such as directory listing details or contract information; some leave out items such as port-out PINs.
Getting a copy. The account holder or an authorized contact requests it from the carrier, or the new provider requests it on your behalf with your signed authorization. Carriers differ on how they deliver it and how long it takes.
Port validation. When the new provider submits a port request, the losing carrier checks the account number, authorized name, service address, numbers and any PIN against the CSR. A match moves the port toward a firm order commitment (FOC) date; a mismatch usually triggers a rejection and resubmission.
Partial ports and the BTN. If you port only some numbers, or port the BTN and leave other numbers behind, the losing carrier needs instructions on what happens to the rest of the account. Leftover lines can keep billing, becoming zombie lines.
Multiple accounts. A business can have several accounts with one carrier, each with its own CSR. Numbers on different accounts usually need separate port requests or must be consolidated first.
For moving analog lines off legacy carrier accounts, see our POTS replacement solution page.
When it matters for buyers
- Before porting numbers. Get the CSR first and copy its details exactly onto the LOA and port request.
- Replacing POTS lines, PRIs or a PBX. The CSR typically lists the numbers and lines the carrier has on the account, which can include ones used by alarms, elevators or fax.
- Building a number or telecom inventory. CSRs from each carrier account are a reliable starting point for a number inventory.
- After a merger or office move. Account names and addresses often no longer match the business, which leads to port rejections.
- Cleaning up billing. Lines on the CSR that you thought were gone are candidates for disconnection.
Questions to ask vendors
- Will you request our CSR from the current carrier, or do we need to provide it?
- Will you review the CSR against our port request before submitting it?
- How will you handle numbers on the account that we are not porting, including the billing telephone number?
- If we have multiple accounts with the current carrier, how will the ports be grouped and scheduled?
- What happens if the port is rejected, and how quickly can it be resubmitted?
- Will you confirm the old account is closed or reduced after the port completes?
How it differs from an LOA
A CSR and a letter of authorization (LOA) are both part of porting but come from opposite sides. The CSR is the losing carrier’s record of your account. The LOA is a document you sign authorizing the new provider to move your numbers. The port works smoothly when the LOA’s details match the CSR, which is why many providers ask for the CSR before you sign.