The Ordering Process for Telecommunication Services Unveiled

You’ve done your research, found the ideal product for your business, worked with an agent and signed the papers. Now you’re ready to reap the rewards of your latest telecommunications investment – but not so fast! Before you pat yourself on the back, you might want to first make sure your order was accepted by your carrier.

Most customers might be surprised to learn that order rejects are a common delay in the order process. And while sometimes the rejection appears arbitrary, there is a reason each piece of information you are asked to provide is needed.

Your order will have to first go through the carrier’s system and then the LEC’s (Local Exchange Carrier’s) system before installation and activation. So what is it that the carriers need to facilitate your order through their systems? Well, each carrier requires different paperwork; however the basic information is generally the same:

• Business Name
• Location where the service will be installed
• The DMARC, or Demarcation Point
• On-site Contact
• On-site Phone Number
• The technical bits and pieces

In most cases, your company’s name is the easiest piece of the puzzle. Carriers use your company name to verify a number of things, including your company’s current credit status and whether there is a potential for bad credit to develop, as in the case with newer companies. However, this can be complicated if you are an international company with headquarters outside of the United States and are opening new smaller companies with little or no established credit. If your company falls under this category, you can help avoid any billing department stalls by providing your parent company’s name along with the registered legal U.S. name.

The location where the service will be installed also seems reasonably simple, but issues can arise if you plan on occupying a new suite in an existing building or if the location is under construction. So, while you might think submitting your order early would equate to a shorter wait period, carriers are unable to place orders with the LEC if the due date is over 2 – 3 months out.

Another important piece of information is your demarcation (DMARC) point. This is the physical location wherein your service will be installed. The more detailed and precise you are the better. In order to keep things moving forward, it’s routine practice for an agent to note the demarcation point as being the first floor phone room until you are able to provide the true position. However, by doing this you run the risk that the circuit will be delivered to that exact location, in which case you will have to pay an additional fee to have it extended to your server closet. Be sure to discuss with your IT staff/agent the proper location for your circuit; a little groundwork up-front can save you from a big headache later on.