Port Outs
What does it mean when a customer wants to port out?
They want to leave puretalk and go to another service provider
How do you edit a helpdesk ticket?
Click on JUMBO
What is port admin used for?
PORT INS ONLY
What is a winback?
A number coming back to us that has ever been with out association in the past
When a customer calls in for a port in do you verify the account from the info in port admin or puretalk?
Puretalk
What are the three status' you look for in Cell lookup when working on a winback or port out?
MDN status, Billing Status, and service package
What status should the helpdesk ticket be in when you create a ticket to lance?
NEW status
How do you submit a port request if it is in NOT SUBMIT status
Click on the lightning bolt
Do you process XMKT in TLG?
No you process in VTM
When working with a port out which one do you release first in tlg or debit?
debit
If mdn status and billing status state ported out but service package reads active what does that mean?
The OSP never grabbed and activated the mdn so the number is still with us.
Can you reconnect a customers number if it has been in disconnected status for over 30 days?
No you cannot the number has gone back into the number pool.
How do you activate a port in request?
Click on the confirmed status and go for activation
What is the most important thing you should pay attention to when working on a XMKT?
You should pay attention to the market and make sure when you get the BAN from TLG you change the market to the correct one that shows in port admin.
what phone only takes esim ?
iphone 14
If the OSP calls into the porting Dept for a port out and all of the info matches on the request vs the account can you release the number? (NO ACCOUNT HOLDER IS PRESENT)
Yes you can release the number as long as all of their info matches.
What does the error NO license no coverage mean and what can you do to get around this error?
This means that the area in which the phone number was originally activated is not licensed/covered by the AT&T network. It has nothing to do with where the customer lives now. The only way around is to get a new MDN
How do you check the port in response in TLG?
Click on port in port response under the drop down box and then go to the response tab in tlg.
What is the most important thing you should pay attention to when working on a winback? TWO PARTS
1. MAKE sure the mdn is ported out
2. Take note of the last 4 of the previous ban and make sure you dont select the same one.
When doing a call back what are the first steps to start the call?
Verification and letting the customer know your call is recorded for quality assurance
What does it mean when billing status and mdn status is active but the service package shows deactivated? (NOTE: No port out request shows in tlg) Logs in cell lookup show mdn ******** is released to nsp in TLG
The mdn was ported out in TLG but not in debit
What does split service mean and how do you check for split service?
It means the number is partially ported in and you can check for split service in PEARS by seeing how the current service provider is as well as checking port admin to see if the number was activated too early, or without confirmation.
What does the Error: Due Date is 2023-05-17 01:00:00 mean?
The mdn is a wireline or the OSP needs to be changed from OTHER to a service provider
What do you do different with the ban in tlg for XMKT and winback?
XMKT - COPY THE BAN
WINBACK - DOUBLE CLICK THE BAN
when retrieving a esim what devices qualify ? and what do you have to check
iphone xr and higher and unlocked updated connected to wifi compatiable