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Service Cancellation Process (Aerialink)

Srikanth Chinnammagari
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[Service Cancellation Process (Aerialink)]

Overview

This Knowledge Base Article outlines the complete process for handling customer requests to cancel Aerialink services, including scheduled conversations, campaigns, sub-accounts, long codes, and toll-free numbers (TFNs).

The purpose of this process is to ensure that customer cancellation requests are acknowledged promptly, executed on the requested date and time, and completed accurately across all Aerialink systems and carrier platforms while preventing ongoing billing.

Important Note

Customer cancellation requests are often received through the assigned Customer Success Manager (CSM) rather than directly from the customer. Support must acknowledge the request, confirm the requested cancellation date and time with the customer, and then perform the deprovisioning activities on the scheduled date.

Prerequisites

Before proceeding, ensure you have:

  • Access to Zendesk.
  • Access to the Aerialink V5 Portal.
  • Access to the 10DLC Portal (if applicable).
  • Access to Postman for SDG, OSR, and AT&T validation.
  • Access to the Inteliquent Portal.
  • Appropriate permissions to manage campaigns and code provisioning.

Step-by-Step Instructions

Step 1: Review and Acknowledge the Request

Customer cancellation requests may originate from:

  • The customer directly.
  • An internal request from the assigned Customer Success Manager (CSM).

Example Ticket

Subject: Please cancel all services on 6/26 including conversations

Internal Note from CSM:

Please cancel all services on 6/26 including conversations at 5 PM CT. I will notify accounting.

Required Customer Acknowledgement

Send a public reply confirming receipt of the request and the scheduled cancellation time.

Template:

Hi <Customer Name>,

We have received your request to cancel all services on <Date>, including any scheduled conversations at <Time>.

We will perform the requested deprovisioning activities and will notify you once all numbers have been released and all campaigns and sub-accounts have been deactivated.

Thank you,

Product Support Specialist

Step 2: Wait Until the Scheduled Cancellation Date and Time

Do not perform any deprovisioning activities before the customer-requested cancellation date and time.

Verify:

  • Requested cancellation date.
  • Requested cancellation time.
  • Any conversations that must remain active until the specified time.

Once the scheduled time has passed, proceed with deprovisioning.

Step 3: Remove Numbers from Campaigns in the 10DLC Portal

This step applies only to customers who manage campaigns through the 10DLC Portal.

Access the 10DLC Portal

  1. Log in to the V5 Portal.
  2. Select 10DLC from the left navigation menu.
  3. Open the 10DLC Portal in a new browser window.
  4. Log in using V4 credentials.
  5. Switch to the appropriate 10DLC account.
  6. Switch to the customer's sub-account.

Remove Numbers

  1. Navigate to:

    10DLC → Campaigns

  2. Locate the applicable campaign.
  3. Search for the numbers being released.
  4. Select the number(s).
  5. Check Delete.
  6. Click Submit.

Verification

Confirm the number status changes to: Unpublished 
Note - Then deactivate the Campaign, wait for 30 minutes campaign will be deactivated.

Step 4: Access Code Management in V5

  1. Log in to the Aerialink V5 Portal.

  2. Navigate to:

    Codes → Code Management

  3. Switch to the customer's account.

Verify that you are operating within the correct customer account before making any changes.

Step 5: Search Requested Numbers

  1. Enter all numbers provided in the cancellation request.
  2. Click Format Codes.
  3. Verify the numbers are properly formatted.
  4. Search for the requested numbers.

Confirm all requested numbers are located before proceeding.

Step 6: Release Numbers in V5

Unpublish Numbers

  1. Select all identified numbers.

  2. From the Action dropdown, select:

    Unpublish

  3. Click:

    Update Selected

Remove Campaign Association

After the numbers are unpublished:

  1. Update the Campaign field.

  2. Set the Campaign value to:

    Null / Blank

  3. Save the changes.

Important

Numbers must be unpublished before removing them from a campaign.

Step 7: Verify Removal from Carrier Systems

Confirm that all released numbers have been removed from:

  • Campaign (V5)
  • SDG
  • OSR
  • AT&T

SDG Verification

Using Postman:

  1. Open:

    Syniverse T-Mobile Campaign Lookup API

  2. Search the campaign.

  3. Verify all released numbers show:

    Removed

AT&T Verification

Confirm the numbers are no longer associated with the campaign.

OSR Verification

Using Postman:

  1. Perform the OSR lookup.
  2. Verify the numbers have been removed successfully.

Step 8: Verify Campaign and Account Cleanup

Confirm that:

  • Numbers are unpublished.
  • Numbers are removed from all campaigns.
  • Campaign associations are cleared.
  • Required sub-accounts are deactivated (if requested).
  • Scheduled conversations have completed or been cancelled according to the customer's request.

Step 9: Release Numbers from Inteliquent (Long Codes)

Perform this step only for numbers leased through Inteliquent.

Release Procedure

  1. Log in to the Inteliquent Portal.

  2. Navigate to:

    Telephone Numbers

  3. Select:

    Modify Active Numbers

  4. Under Modification Entry Method, select:

    Paste Numbers

  5. Under Modification Type, select:

    Disconnect

  6. Paste the telephone numbers.
  7. Click Next.
  8. Complete the disconnect request.

Verification

Ensure the disconnect request is accepted successfully.

Step 10: Release Toll-Free Numbers (TFNs)

The same Inteliquent release process applies to TFNs.

Important

TFNs must also be disconnected externally to prevent ongoing billing.

Deprovisioning is not considered complete until TFNs have been released from Inteliquent.

Do Not Perform for BYON Numbers

If the customer is using:

BYON (Bring Your Own Number)

Do not disconnect the number from Inteliquent.

Step 11: Notify the Customer

After all validations are complete, send the final confirmation using the:

AL - Deprovisioning Request Complete macro.

 

Troubleshooting & Common Issues

Issue Root Cause Resolution
Number cannot be unpublished Number still attached to an active campaign Remove campaign association first
Number still visible in SDG Carrier synchronization delay Recheck after synchronization cycle
Number still appears in OSR Campaign removal not fully processed Verify V5 and SDG removal status
Customer still being billed Number not disconnected from Inteliquent Complete Inteliquent disconnect process
TFN still active TFN release not completed externally Disconnect TFN from Inteliquent

Guidelines & Best Practices

To ensure optimal performance and avoid future issues, keep the following guidelines in mind:

What to Avoid

  • ×Releasing numbers before the customer-requested cancellation time.
  • ×Removing campaign associations before numbers are unpublished.
  • ×Closing the Zendesk ticket before all validations are completed.

Best Practices

  • ✓Acknowledge every cancellation request promptly.
  • ✓Release leased numbers from Inteliquent to prevent billing.
  • ✓Send final confirmation once all activities are complete.

Frequently Asked Questions (FAQs)

Q: When should Support begin deprovisioning?

A: Only after the customer-requested cancellation date and time have been reached.

Q: Do I need to remove numbers from 10DLC campaigns?

A: Yes, if the customer manages campaigns through the 10DLC Portal.

Q: What happens if I skip the Inteliquent release?

A: The customer may continue to incur charges for leased numbers.

Q: Should BYON numbers be disconnected from Inteliquent?

A: No. BYON numbers must never be disconnected from Inteliquent.

References & Related Tickets

For internal team use: Reference past Jira or Zendesk tickets related to this article.

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