MSISDN MEMO

BRP / Authorized (OLD NUMBER BACK) Should be active: Should be cancelled:

• Customer called in asking assistance for an old number back
• Accessed the account using account pin // Last 4-digits of SSN with OTP verified
• Verified all information and advised that I will ask assistance with our MSISDN rep
• Provided MSISDN Disclosures
• Customer acknowledged
• Endorsed the request and MSISDN rep already completed the request
• Processed the request, got completed
• Informed customer, customer acknowledged
• Customer got disconnected
• End of call

For TMO REP (OLD NUMBER BACK)

• Rep Rachelle from NTC 1, called in asking assistance
• Accessed the account using verification token
• Took over the call
• Spoke with AU: Makaliah White
• Verified all information and advised that I will ask assistance with our MSISDN rep
• Provided MSISDN Disclosures
• Customer acknowledged
• Endorsed the request and MSISDN rep already completed the request
• While processing the request, customer got disconnected
• Porting number (should be active) is now showing active on the account
• End of call

For BRP /Authorized (WRONG NUMBER CHANGED)

PN: TN: CIE:

• Customer called in asking assistance for for a wrong number change of 3 phone numbers
• Accessed the account using account pin // Last 4-digits of SSN with OTP verified
• Verified all information and advised that I will ask assistance with our MSISDN rep
• Provided MSISDN Disclosures
• Customer acknowledged
• Endorsed the request and MSISDN rep already completed the request
• Processed the request, got completed
• Informed customer, customer acknowledged
• Customer got disconnected
• End of call 

For TMO REP (WRONG NUMBER CHANGED)

• Rep Kid from NTC1 called in asking assistance for a wrong number change of 3 phone numbers
• Accessed the account using verification token
• Took over the call
• Spoke with AU: Andrew Wilson
• Verified all information and advised that I will ask assistance with our MSISDN rep
• Provided MSISDN Disclosures
• Customer acknowledged
• However, while working customer got disconnected
• Endorsed the request and MSISDN rep already completed the request
• Processed the request, got completed
• Accidentally cancelled lines and porting numbers are now showing active with the correct temporary numbers for each line
• End of call

For BRP - SIM SWAP PN1: Should be Assigned To SIM1:

PN2: Should be Assigned To SIM2:

• ____ called in asking assistance for a Sim Swap
• Accessed the account using verification token
• Took over the call
• Spoke with BRP: ____
• Verified the numbers and sim card numbers
• Sent OTP via Samson, customer verified OTP
• Provided MSISDN Disclosures
• Asked assistance to MSISDN rep real-time
• Endorsed the ticket to MSISDN rep to close it
• Customer got disconnected on the line
• ____ acknowledged
• End of call