Figure below is a sample CSR for a fictional customer in New York. The customer has two measured-rate business lines. Most of the RBOCs use a similar format for their CSRs. The following list offers a detailed explanation of the most relevant parts of this CSR. In the sample, many blocks are empty because there is no pertinent activity to document.
Account number This is the main telephone number followed by the three-digit customer code. Telephone companies use different customer codes to separate the records of this customer from the records of the previous customer who had this phone number. Some phone company CSRs use the code BTN, which stands for “billed telephone number,” for the main telephone number.
Class of service This is usually 1FB or 1MB, which stand for one flat-rate business line or one measured-rate business line, respectively.
Directory This block is used as a reference point, indicating which letter of the alphabet this business listing falls under in the directory.
Page The page number of the CSR.
Bill period This shows the most recent bill cycle.
Record statement Depending on the carrier and customer’s specific services, the CSR may have up to seven sections (or segments): Account, Line & Station, Key System, Special Service, Extra Listings, Account Summary, and S&E Cross Reference.
Print date This is the actual date this paper record was printed.
Print REA This block explains the reason for printing. BD indicates the record was printed because of the bill date.
Quantity This column shows the quantity of items listed in the next two columns: service and description.
Service This shows the USOCs that correspond to the customer’s services.
Description This column is as close as we can get to an actual plain-English description of customer services.
L This stands for the last service order action that was performed for the item listed in the description column. The possible codes are E, I, and T, which stand for enter, in, and to, respectively.
Activity date This is the date of the last action for the item.
Total This column shows the charges for each item. Where no charge appears, as in the case of HTG (or hunting), it is a free service.
T This column uses numeric codes to show the tax status of each item. The following codes determine which taxes apply to each service:
Federal, state, and local;
No taxes;
Federal;
State and local;
Federal and state;
State.
A The activity column contains an asterisk when an item has been changed since the printing of the last CSR.
LN Listed name. This column shows exactly how the business will be listed in the white pages and directory assistance.
LA Listed address. This column shows how the address is listed in the white pages and directory assistance.
SA Service address. This is the physical location of the phone lines.
LOC Location. This column indicates the floor or building number where the service is located. This field helps telephone company technicians locate the physical location of the service.
YPH Yellow pages heading.
BILL This shows the start of the CSR’s bill section.
BN Bill name. The name of the business as it appears on the phone bill. This may differ from the listed name.
BA Bill address. The actual address where the phone bill is sent. In this fictional example, the bill is sent to Acme Manufacturing’s home office in Dallas.
PO This shows the city, state, and zip code of the bill address.
CCH This field indicates the number of calling card holders.
TAR This indicates the tax area of the customer’s physical location and determines which taxes are in effect.
S&E This shows the start of the CSR’s service and equipment section.
BSX This shows that the customer has two active calling cards.
LUD This is the USOC for a telephone company’s Local Usage Discount Plan.
1MB One measured-rate business line. In the description column, “/PIC TCE” shows that Telephone Company E is the PIC. “/LPIC TCE” shows that Telephone Company E is the carrier for intralata calls. Further down in the CSR, notice that the second line has Telephone Company B as the LATA PIC (LPIC). The intralata calls will be carried by Telephone Company B, not Telephone Company E.
RJ21X This is the USOC for a common type of wall jack used by local carriers. The RJ21X jack serves as the demarcation point where the phone company’s network connects to the customer’s inside wiring. Note there is no charge for the RJ21X.
TTB Touch-tone business. With many carriers, this is not a free service, but this telephone company does not charge for touch-tone.
ALN Additional line or auxiliary line. The main number on a telephone account is often called the BTN (billed telephone number) and additional lines are called WTNs (working telephone numbers). A simple technique for CSR auditing is to verify that each ALN shows up as an exact repeat of the others. If they are not exactly the same, you may have found an incorrect PIC or LPIC, or you may have found hidden charges such as wire maintenance.
MNTPB Wire maintenance plan. The actual phone bill may not itemize this service. Note that MNTPB only appears on one of the two lines. This indicates that the customer is probably unaware of this charge, and it should be canceled.
HTG Hunting. In this example, if the calls are not answered on 555-1000, the call is forwarded to 555-1001.
CHN Card holder name. This shows the name of the employee who has been assigned a calling card. If you recognize the name of an ex-employee, cancel the card to avoid fraudulent charges. Most CSRs do not show names.
9ZR This shows the number of FCC line charges. In this example, the customer is being charged three 9ZRs but only has two lines. This error should be corrected, and Telephone Company C should issue a refund.
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