Request Type:
Enhancement / UI Improvement

Summary:
Request to add visibility of the underlying rate center location when customers select phone numbers in the Admin Portal (during area code and location selection).

Current Behavior:
When customers purchase or add a phone number in the Admin Portal, they select a number based on the listed city/location and area code (e.g., Lake Oswego, OR). However, the portal does not display the technical rate center associated with the number block.

As a result, customers may assume that the listed city is also the underlying rate center. In some cases, the actual rate center differs (e.g., Beaver, OR), which may appear in third-party lookups or on recipient devices during outbound calls. This can cause confusion and customer dissatisfaction.

Problem Statement:
Customers are not informed of the underlying rate center at the time of number selection. When they later discover that the rate center differs from the displayed city, they may believe the number was provisioned incorrectly. Since rate centers cannot be modified after assignment, this creates escalations and unnecessary support cases.

Proposed Enhancement:
Add a visible field in the Admin Portal during number selection that displays:

Rate Center Location

Possibly a tooltip or info icon explaining the difference between “City/Service Area” and “Rate Center”

Example Display:
Number: (503) ***-XXXX
Service Area: Lake Oswego, OR
Rate Center: Beaver, OR