NBOP
Where do we go if we need to validate the IMEI
Validate device/sim
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Syniverse is used for
Syniverse is used primarily for managing porting information and communication related to the OSP.
Where you go to find the financing amount for the device on the account?
Device and lines > Financial Details
What tab in Agent OS would you find Billing info
Mobile & Billing
Where do you go in Agent OS to view statements payments, refunds & credits
Billing
What Copilot can you find NBOP Overview w/Images & instruction on how to navigate through NBOP
GEN8666
What is used to confirm ownership of a phone number
Port PS
Where do you go to create or update, username and password for the APP or website?
Billing tab > Account Management > CIMNT (Identity Management).
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What tab would you use to remove or add a device to the blocklist
Mobile servive management/GMSA Blocklist batch!!
How do you change or manage credit cards on the account?
Mobile > Billing > Billing Information > Manage Payment Method.
Where can the IMEI for the device be shown?
Device Information.
When checking what should you choose to get to the port information.
WLNP
Customer calls in stating she wants to check on the status of when the device will be delivered, where would you go to find that information.
Order & Returns
How would you search an MDN in Syniverse
Query Tab
Customer asks you to review their bill with them, where you go & what would you pull up?
Mobile, billing, statements, view details of the most current statement available.
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Where would you find if the device is in RS/CN status
Under Line information
What is the timeline for a wireless port-in?
up to 3 hours
Where do you go to give a credit?
Billing Tab > Shortcuts > Credit Calculator
Under what tab would you find you Actions button?
Device details
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Where can you find any promotions on the account?
Mobile > Billing > Billing Shortcuts > Promotions
Where do you go if you need to check porting process
Mobile Service Management > History
What is the timeframe for a wireline to wireless port?
3-5 business days
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Where to locate the FedEx tracking number?
Orders and Returns > Order Information
Where would you go to see if the customer has any UCM tickets open?
Mobile dashboard>Overview>UCM tickets
&
Under Tools>UCM
Where can you find the Amount for the next bill?
Mobile > Billing > Estimated Next Bill