CALL FLOW NOTES

SLA TRANSACTION SPECIFIC NCR: 3 Luzon: 5 Visayas: 10 Mindanao: 10

SLA REPLACEMENT NCR: 3 Luzon: 5 Visayas: 12 Mindanao: 12

SLA  SERVICING NCR: 24HRS Luzon: 5 Visayas: 5 Mindanao: 5

OTA PUSH

• No pending settlement.  (adv merchant to settle first)
• Device' battery is 50% above. 
• Device should be connected to a strong internet connection. 
• Device should be online
• 24 Hours

BTS Steps 

• Reboot or Restart Device
• connect to other strong wifi connection or use data only

FRAUD

• try other cards
• connect with issuing bank

Troubleshooting for System Error:

• Check Error Message on the TRANSACTION ERROR and POS ERROR
• Perform BTS according to the error.
• OTA Push
• Servicing
• Replacement

PIN Reset

• 888 888
• 000 000

REMINDER: SUNMI - starts with PBJ || OTA PUSH DO NOT APPLY || ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

"THANK YOU FOR CALLING MAYA BUSINESS SUPPORT! THIS IS CAYLE. HOW CAN I ASSIST YOU?"

"I UNDERSTAND"

"I AM SORRY TO KNOW" "I APOLOGIZE FOR THE INCONVENIENCE" "I AM GLAD TO KNOW"

"SINCE IM ON THE LINE REST ASSURED NAMAN PO NA I WILL HELP YOU WITH THAT"

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"FOR SECURITY VALIDATION, CAN I HAVE YOUR NAME AND MERCHANT NAME?"

"TO CLARIFY LANG PO..."

======================== SUMMARY OF CONCERN:  merchant called regarding  

{CORPORATE/LEGAL NAME:}  {MERCHANT NAME:}  {BRANCH:}  {ADDRESS:}  {LANDMARK:}  {STORE HOURS:}  {CONTACT PERSON:}  {CONTACT NUMBER:}  {REMARKS:} 

CALL ID: CALLER'S NAME:   EMAIL ADDRESS:

SUMMARY OF CONCERN:  merchant called regarding  

ACTION TAKEN: 

• adv merchant  
• provided SLA
• provided CN

TRANSACTION DETAILS: 

• TYPE OF TRANSACTION: Dynamic or Static (no sms)  -AMOUNT:  -RRN/INVOICE:  -DATE AND TIME:   -SOURCE BANK: -OTP/SMS delay (Network Provider & Location): 

Note: "Case Classification Issue" 

{MERCHANT ID:}  {SERIAL NUMBER/QR SKN SIM NUMBER:} 

=========================================

"MA'AM /SIR HOLD KO LANG PO ITONG CALL FOR A MINUTE OR TWO, CHECKING PA PO AKO NG RESOURCES" 

"THANK YOU FOR STAYING ON THE LINE AND SORRY FOR THE LONG HOLD"

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"THANKS FOR LETTING ME ASSIST YOU TODAY! PLEASE STAY ON THE LINE FOR OUR 3 QUESTIONS MERCHANT SATISFACTORY SURVEY. THANK YOU FOR CALLING MAYA BUSINESS SUPPORT."