Client Specific Training

February 28, 2007

What is the purpose of LNP?
- keep existing number

What is Vonage LNP Process?
-customer would have to choose to keep existing number
- Awaiting the letter of agency (ELOA)
- ELOA Received by Vonage
- Transfer sent to carrier (third party line - resposible for transfer)
- carrier approved transfer
- transfer complete (20 days)

- Customer provides their written authorization to move their number from the former carrier to Vonage
- Fill out the ELOA within 10 days of starting the transfer process
- The customer completes an ELOA or Electronic Letter of Authorization. They will receive this via email shortly after signing up for Vonage. The customer will only receive the ELOA if they select the keep my own number option when signing up or changing their number.
- Custormer should use a current invoice from the existing provider to make sure all information is Exactly the same on both the billing statement and the LOA. The 4 key pieces of information are:
1. Name - this must match letter for letter
2. Billing Address - letters and numbers must match perfectly. Agent should alert the customer to be careful to copy the zip code exactly as the carrier will often use 5+4 digits as oppose to the customer who is more likely to use 5.
3. Account number
4. Phone number
- If information is even slightly different, the ELOA will be rejected
example: middle initial on the billing statement, but not on the ELOA
customer must intial in all areas and provide last 4 digits of SSN
example: apartment number on the billing statement, but not on the LOA
-accurately completing the ELOA is an essential requirement for completing the LNP process.

- Information on the ELOA is verified by our partner, 3PV (3rd party Verification)
- Once verified, the customer's information is forwarded to one of our CLECs. This is a Competitive Local Exchange Carrier who will request and receive the transfer from the customer's former carrier on Vonage's behalf.
- Our CLECs are: XO Communication, Focal, PaeTec, McLeod, Telcove and Choice One and Level3
- When customer's information is confirmed and the CLEC determines that ther are no obstacles to proceeding, the request is sent to the carrier.
Examples of carriers includes Sprint, AT&T.


"What is the purpose of the temporary Virtual number during the LNP process?"
- The temporary Virtual number should not be used as a resource to test the Vonage service during the LNP process
- The Virtual number should not be used as a primary source for inbound calling
- Do not insist to the customer to use their virtual number prior to the completion of the LNP if they are not comfortable doing so, as the customer's other number will still function normally during the porting process and will ring the existing number.