BRP - INDIVIDUAL (TPOP WITH DEVICE LOCKED)
- Customer BRP/AU/Number Owner:_____ called in asking assistance for TPOP
- Accessed the account using account pin/last 4-digits of SSN with OTP verified
- Sent OTP for TPOP, customer verified the OTP
- Provide port out advisements
- Advised no port protection on his/her line
- Customer acknowledged
- Generated Number Transfer Pin
- Provided TPOP, account number, and expiration date to the customer verbally
- Customer acknowledged
- As per checking the customer's device is locked
- Advised to connect him/her to Care Department for unlocking device, customer agreed
- Called Care Department, got Rep _____
- Discussed the reason of call
- Conferenced the call
- Warm transfer the call
- End of call
 
TMO REP - INDIVIDUAL (TPOP)
- Rep_____ from______ called in asking assistance for TPOP
- Accessed the account using verification token
- Took over the call
- Spoke with BRP/AU/Number Owner:______
- Sent OTP for TPOP, customer verified the OTP
- Provide port out advisements
- Advised no port on his line
- Customer acknowledged
- Generated transfer PIN
- Provided TPOP, Account Number, and Expiration Date to the customer verbally
- Customer acknowledged
- End of call
 
TMO DEALER - INDIVIDUAL (TPOP)
- Dealer ______ called in asking for TPOP
- Accessed the account using dealer's information
- Spoke with BRP/AU/Number Owner: _______
- Provide port out advisements
- Advised no port on his line
- Customer acknowledged
- Generated transfer PIN
- Provided TPOP, Account Number, and Expiration Date to the customer verbally
- Customer acknowledged
- End of call
 
NSP - INDIVIDUAL (TPOP)
- Rep_____ from _____ called in asking assistance for TPOP
- Rep provided the phone number
- Asked for the customer
- Spoke with BRP/AU/Number Owner:______
- Accessed the account using account pin/last 4-digits of SSN with OTP verified
- Sent OTP for TPOP, customer verified the OTP
- Provide port out advisements
- Advised no port protection on his/her line
- Customer acknowledged
- Generated Number Transfer Pin
- Provided TPOP, account number, and expiration date to the customer verbally
- Customer and rep acknowledged
- End of call

AU/UNAUTHORIZED WITH BRP - INDIVIDUAL (TPOP)
- AU/Number Owner called in asking assistance for TPOP
- Spoke with AU/Number Owner: 
- Customer can't verify the account
- Asked for the BRP and advised them that we can only provide TPOP for account owner, customer acknowledged
- Spoke with BRP: ____
- Accessed the account using account pin/last 4-digits of SSN with OTP verified
- Sent OTP for TPOP, Customer verified the OTP
- Provided Port Out advisements
- Customer provided verbal authorization to provide port out information to AU/Number Owner:_________
- No port protection on the line
- Customer acknowledged
- Generated Number Transfer PIN
- Provided TPOP, Account number, and the expiration date to the customer verbally
- Customer acknowledged
- End of call	

PORT PROTECTION - NO PORT 
- ____ called in asking assistance to remove port protection
- Asked for the customer
- Spoke with BRP/AU/Number Owner:______
- Accessed the account using account pin/last 4-digits of SSN with OTP verified
- Sent OTP for TPOP, customer verified the OTP
- Provide port out advisements
- Customer acknowledged
- Successfully removed port protection
- Send OTP for TPOP to check if customer got the correct information
- Customer verified the OTP
- Generated Number Transfer pin
- Provided TPOP, account Number and the expiration date to the Customer verbally
- Customer acknowledged
- End of call	

WORK AROUND ON REMOVING PORT PROTECTION ON ATLAS
 
- Rep ______ from Care called in asking assistance for port protection
- Accessed the account using verification token
- Took over the call
- Spoke with BRP Reem Fayyaz
- As per customer, they already removed the port protection using the T-Life app
- Acknowledged
- Did my work around and advised the customer that the work around will take effect after 10 mins
- Customer acknowledged
- Provide port out advisements
- Customer acknowledged
- End of call

For ALL - UNAUTHORIZED PORT OUT 
- Rep from ___ called in asking assistance about unauthorized port out
- Accessed the account using verification token
- Took over the call
- Spoke with BRP/AU/Number Owner:______
- Verified the number that was ported out
- Asked probing questions
- Initiated request ___
- Filed incident report INCD
- Advised customer I will call our higher department for further assistance, customer agreed
- Called CRT, got Rep ___
- Discussed reason of call
- Provided needed info for the report
- Conferenced the call
- As per rep, she will take over the call and the request
- Warm transfer customer to CRT 

For ALL - TPOP Error - Call NTC3/CRT	 
- Rep_____ from _____ called in asking assistance for TPOP
- Rep provided the phone number
- Asked for the customer
- Spoke with BRP/AU/Number Owner:______
- Accessed the account using account pin/last 4-digits of SSN with OTP verified
- Sent OTP for TPOP, customer verified the OTP
- Provide port out advisements
- Advised no port protection on his/her line
- Customer acknowledged
- Generated Number Transfer Pin
- Provided TPOP, account number, and expiration date to the customer verbally
- Customer and rep acknowledged
- Port request was resubmitted with correct info however still getting same error 8C
- Advised rep to cancel and resubmit
- Rep initiated new port out request *** , still same error
- Advised I'll connect them over to our higher dept., (NTC3) for further assistance
- Called NTC3, got Rep ***
- Discussed reason of call
- Conferenced the call
- Warm transfer Customer and Verizon rep to NTC3