How many users can I have on my account?
There is no limit to how many users can be on one account.
My port request failed with the following error message “Failed – NPAC SMS allows only one of pending, canceled pending, conflict, disconnect pending, failed or partial failure Subscription Version (SV)”; what does this mean?
There is an existing record with NPAC for that TN and NPAC only allows one active record at a time. You will need to do is an SV Query of the number to see if you can see the record, if you can see it then the possible cause is that there is a due date mismatch or a cancel pending. Modify your failed record to match the ONSP due date. If there is a cancel pending you will have to wait for that to complete (timers expire) before you can create a new record.
If the SV Query does not show you the current SV built then there is an active record in NPAC that is not associated with your SPID and you will need to contact the ONSP to verify they have given you FOC and they correct that record and then you can create the SV.
What does a failed record mean?
NPAC only accepts correct records. For customer “ease” we create the failed record in our system so that the client can track them.
My order is stuck in “sending” for more than 5 minutes, what do I do?
All submitted orders should come back with a status within a few minutes, if the order stays in “sending” for more than 5 minutes please send an email to LNP@atlc.com letting us know the order number and/or TN’s (please include the SPID if your organization utilized more than one) and we will look into it. **For after hour support please call 1-800-PORTING and leave an emergency voicemail, we will respond within 15 minutes of that call.
What do I do when my SV status is “Conflict – CC51 – FOC WPRR not issued?
This status means that the ONSP has created the conflict (either manually or automatically) and you will need to reach out to the ONSP to first verify your SPID has FOC these TNs and if so, you will need to request that they remove the conflict. Once ONSP removes the conflict the status will change from conflict to authorized.
What are NPAC T1 and T2 timers?
NPAC expects to receive matching SV Create messages from the ONSP and the NNSP when facilitating porting of a telephone number. However, to prevent the possibility of the ONSP unnecessarily delaying a port, two timers were developed and referred to as T1 and T2. If the ONSP does not send a matching SV Create message (indicating either concurrence or conflict) to the NPAC, both the T1 and T2 timers will need to expire before the NNSP may proceed with porting the TN on the FOC due date.
T1 Medium Timer = 3 NPAC business hours
T1 Long Timer = 9 NPAC business hours
T2 Medium Timer = 3 NPAC business hours
T2 Long Timer = 9 NPAC business hours
Upon receipt of the first valid create message, the NPAC starts the T1 Timer (Initial Concurrence Window tunable parameter). The value for the T1 timer is configurable and will either use long or medium timers. Once the T1 timer expires then NPAC starts the T2 timer (Final Concurrence Window tunable parameter) which is defined as the number of hours after the expiration of the T1 timer. We find it best practice to always plan on creating your SVs assuming the long timers are used 9 + 9 =18 hours before your SV can be activated if the ONSP has not sent a matching create message. *Please note that timers do not start on weekends, they are only in effect during NPAC business hours M-F.
How do I view CNAM and historical data for a phone number?
From the Explore tab, do a search for the phone number you want to see the CNAM and any historical porting information on (both local and toll-frees) by clicking the hyperlinked number in the table a modal pop up will display the current CNAM (according to our 3rd party provider) as well as any porting history associated with the number.
Note: CNAM and history are a premium feature and have additional costs when queried. Please review your MSA for additional details.
Can I bulk activate/modify/cancel an order?
Yes, you can bulk activate/modify/cancel your orders. Simply open the order you want to do a bulk action on, and you will see a red +Action button on the right-hand side, select that and choose which option you desire for that order. The action will apply to all the TN’s in the order.
Can I remove failed orders from my dashboard?
Yes, next to the order in your dashboard, you will have an icon to archive. You will still be able to search for the request, but it will be hidden until you do.
How do I conflict a port-out request that I have not authorized?
When you receive notification that a port out request has been submitted for a TN that is currently on your SPID and you have not authorized this request you can create a port out request that puts that SV in conflict. **Please note that you cannot place in conflict if you are in the “no conflict window” this is one business day before the due date and before the T2 timers expire. You can reach out to the NNSP and request that they do not activate the port request.
Do I need to have Network Profile’s?
Yes, Network Profiles are necessary to assist you with managing your network footprint and to validate numbers for portability to your SPID.
To create a Network Profile:
Navigate to the Network Profile screen
Select Network Profile
Input your LATA, LRN and select a name for the profile (i.e. the area of service Seattle, WA) all other fields are optional.
Save your changes
*If you are a new client and have several profiles to input into the system you can reach out to the CS team and request assistance. *
How do I filter through my orders?
From the Dashboard you can filter through your orders by selecting the column header and this will show you the orders in descending or ascending order. You can also use either search box on the dashboard to look for a specific order ID/Project or TN.
What is Port To Original and do I have to select it?
Port to original is if the number is porting to the original block holder of the number. You do not have to use this and it is optional.
How often does the Dashboard refresh?
The dashboard refreshes at 10 minute intervals. If you create an order and want to bulk activate right away you will have to select that order to bulk activate; or you can wait until the Dashboard updates and then bulk activate from the dashboard.