CONFIDENTIAL Telephony Business Sales Coordinator Training May, 2008

CONFIDENTIAL C:\Documents and Settings\gguillon\Desktop\Knology $305,000,000 Senior Secured Credit Facilities.ppt - May :22 /2 Directory Listings  To establish or change a directory listing, customer must provide:  Listed Name  Listed Address  Yellow Page Heading Code (YPH)  Standard Industry Code (SIC)  Straight Line listing  Single line  Includes Name, address & phone number  Used for Residential or Business listings  Doe, John 1234 Main St ………  Straight Line Indent  A straight line listing with an indented additional listing beneath  Typically used for residential accounts  Doe, John 1234 Main St ……… fax line ………………………  Caption Listings:  Same information as above & also the Caption Heading that the listing should follow  Wachovia Main Office ……1234 Main St…………… Martinez Branch ……5678 Central Av……

CONFIDENTIAL C:\Documents and Settings\gguillon\Desktop\Knology $305,000,000 Senior Secured Credit Facilities.ppt - May :22 /3 Directory Listings  Directory Publication Dates:  Directory publishers annually post dates that their publications close & dates of delivery  BOC – Business Office Close Date  Delivery Start Date  Delivery Complete Date  Available on the Intranet:

CONFIDENTIAL C:\Documents and Settings\gguillon\Desktop\Knology $305,000,000 Senior Secured Credit Facilities.ppt - May :22 /4 Toll Free Service Orders Install / Add Phone - Toll Free Knology Number Task Description Workgroup Responsible Check Order AccuracyQC Specialist Assign Number in SwitchSwitching Billing Required for Toll Free NumberTelephony Coordinator Check In--Close Work OrderTelephony Coordinator Toll Free WorkTelephony Coordinator Install / Add Phone – Toll Free Ported Task Description Workgroup Responsible Check Order AccuracyQC Specialist Toll Free WorkTelephony Coordinator Assign Number in SwitchSwitching Billing Required for Toll Free NumberTelephony Coordinator Check In--Close Work OrderTelephony Coordinator Toll Free WorkTelephony Coordinator

CONFIDENTIAL C:\Documents and Settings\gguillon\Desktop\Knology $305,000,000 Senior Secured Credit Facilities.ppt - May :22 /5 Telephony’s Role in the Toll Free Process Transmit Provided Documentation to Deltacom Complete bill copy RESPORG form Authorized signature within 30 days of the port date Receive updates from Deltacom Rejections & SMS Ownership change (Date Deltacom redirects traffic) Notate in Customer Care Advise BCC via Clarify if issues arise Update Billing Verify port completion Make test calls Establish listing if requested Documentation for Follow-up Scratch Pad SMS ownership change (Date Deltacom redirects traffic) Any porting rejections Test Calls conducted & outcome

CONFIDENTIAL C:\Documents and Settings\gguillon\Desktop\Knology $305,000,000 Senior Secured Credit Facilities.ppt - May :22 /6 A customer may chose a toll free number such as: XXX-888-xxxx or XXX-xxx-CARS Procedure: Create a Clarify Case with the customer’s requested last four digits & dispatch to Telephony Telephony will contact the Deltacom for research of availability Case notes updated & case dispatched to BCC queue with a response on availability Once the customer confirms if they do want the number, update the case & return to Telephony Telephony notifies Deltacom to add the number to our account Vanity Requests require a Install Add Phone Toll Free-Ported service order. Toll Free Vanity Requests

CONFIDENTIAL C:\Documents and Settings\gguillon\Desktop\Knology $305,000,000 Senior Secured Credit Facilities.ppt - May :22 /7 Porting  Porting from Multiple carriers  CLEC Porting Information available on the Intranet: s s –Provides a list of carriers we are set up to port from –Time requirements for obtaining an FOC –Information on obtaining a CSR (in the event that the customer can’t provide a complete bill copy) –Length of FOC validity by carrier

CONFIDENTIAL C:\Documents and Settings\gguillon\Desktop\Knology $305,000,000 Senior Secured Credit Facilities.ppt - May :22 /8 Complex Ports  AT&T:  AT&T requires porting of certain types of service to be project managed. These require approval from the AT&T PM & manual processing. –Schedule 30 days out  Common service types considered complex by AT&T: –PBX (<50 lines) –Centrex –ISDN/PRI –DID –Complete list of complex indicators:  Non-AT&T:  Port requests from any non- AT&T carrier greater than 50 lines requires:  Schedule 15 days out  Manual processing

CONFIDENTIAL C:\Documents and Settings\gguillon\Desktop\Knology $305,000,000 Senior Secured Credit Facilities.ppt - May :22 /9 Porting Options 1. Full Migration – FOC is obtained for all numbers listed on the CSR All numbers should be activated in SOA at the same time. 2. Port Disconnect—Knology can request that the original carrier disconnect additional number(s) Knology never gains ownership of these numbers Losing carrier disconnects the identified numbers at the time we port the other numbers Cannot port disconnect numbers from a CSR we aren’t porting from. 3. Partial port—FOC is obtained for the requested numbers Additional numbers on the CSR remain active with the current carrier The customer can request to disconnect additional numbers with the losing carrier after our port is completed